Geico Corporation

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Geico is not addressing the complaint The complaint is simple I was told I had coverage for rental car and motel when if I broke down That's the truth I did not misunderstand a single thing I knew what I was purchasing when I talked to the agent on the phone I explained in detail my needs driving an older [redacted] RV I would have NEVER made that purchase of the insurance without coverage for a rental car and lodging I knew that driving my RV for the first time across the country was a risk GEICO can respond with all the mumbo jumbo they want about the coverage That's not the issue The issue is that a Geico representative knew exactly what I needed What I wanted What I had to have I was crystal clear about what I needed in a rental car and lodging if I broke down She knew my situation completely I sign up because I was told I was covered This is not my fault...or my misunderstandingthis is purchasing insurance based on what I was told on the phone I WAS COVEREDSO I BOUGHT INSURANCEI'm a college educated man I am a man who teaches children for over years I'm a man who is very organized and attentive to details I know what transpired and I am truthful and not a liar I in no way misunderstood a single word of what I was told by the Geico representative Geico is at fault here No doubt about this or I would not be here fighting for my rights as a consumer Geico is 100% in the wrong in this situation or I would have never purchased the insurance Geico's problem is internal with their employees and not with me I was told I had coverage, so I paid for it Had I been told I would not have coverage I would have looked elsewhere or paid a higher premium to be sure I had the coverage Geico hung me out....bad Geico needs to make this right based on the promise I was made on the phone with a geico employee I want my rental car and lodging paid for Regards, [redacted] ***

This will acknowledge receipt of your request regarding the above named insured’s private passenger automobile policyI have carefully reviewed the matter and my findings are as follows: In Mr***’s correspondence he expresses concern with a recent change in policy premiumHe alleges that GEICO has misquoted him a policy to include collision coverage and has requested that GEICO honor the original quoteGEICO’s records show that Mr [redacted] purchased the policy in question on March 5, and was made effective March 6, The policy was purchased with a premium of $which did not include collision coverageOn April 1, 2015, Mr [redacted] was notified by email correspondence that the policy did not include collision coverage and could be added on for an additional premium cost of $The coverage was added effective April 2, and the balance was adjusted accordinglyIt appears as though this change may have been made in error by the agent quoting the cost of collision premiumPlease note that it was made clear to Mr [redacted] that the policy, at inception, did not include collision coverageUpon receipt of your correspondence, Barbara F [redacted] of GEICO’s executive office reached out to Mr [redacted] and offered a formal apology for any misunderstanding or inconvenience he may have enduredMsF [redacted] also extended an offer, as a one-time exception, to credit the policy for the impacted amount of adding collision coverage to the policy to the end of the policy termMr [redacted] has expressed his satisfaction in the matterIf you have any questions, or if GEICO can be of any further service in this matter, please contact Barbara F [redacted] at ###-###-####Very truly yours, Pionne C*** Assistant Vice President of Underwriting

I am in south Florida a young male hit & ran my vehicle while it was parked almost taking my daughter's life, yet has to face him every day so you can alone imagine with that the amount of stress and trauma my family has enduredAlthough they have taken fault and did not get away our world has enter into a week nightmare of disrespect, lack of communication, lack of professionalism by Geico claim adjuster team, I have reached out for over a week daily to have this matter resolve and today from 10am I received an email stating Geico is going to start charging me for storage and yet to resolve my concerns and rental ends in daysNow 430pm Friday whole everyone goes home my family and I are left once again with Noone resolving this matter my car was hit on the driver side when I picked up my belongings my passenger mirror as torn off my tire was flat and the side was all scrapped damages that where NOT there when taken to collision center but yet subtracted from the value of my vehicle deemed a total loss, and a huge discrepancy with the mileage that is on the vehicle currently and what the mileage was at time of purchase compared to some source Geico uses that no one can explain to me directed me to call the Florida Department of Highway Safety and Motor Vehicles in which I did who have confirmed there is no discrepancy the vehicle was in fact inspected and approved by the state and sold to me with the mileage that matches the odometer reading form I filled out at time of purchase as well as the title information from the stateI am beyond dissatisfied and feel that it has been a disgrace that such a large company having a team not just one person but a team to be so negligent and are and have been been able to mistreat anyone with such disrespect and get away with it day after dayClaim # **SSN**1***

March 24, [redacted] Revdex.com K ST NW 10TH FLOOR WASHINGTON DC 20005- Regarding: [redacted] Retention No: [redacted] ID No: [redacted] Dear Ms***: We received your letter regarding Mr [redacted] ’s automobile insurance quote Mr [redacted] obtained a quote for insurance over the internet on March 14, The initial quote he was given was based off the information he provided His online application shows that Mr [redacted] only divulged one speeding ticket Once his Motor Vehicle Report (MVR) was reviewed, additional activity was notated It is our standard procedure to not order and review an MVR until we have a commitment from the consumer to purchase the policy With the inclusion of the additional activity, there was a change in surcharge points resulting in an increase in the premium that was originally quoted Mr [redacted] ultimately declined the policy If you need additional information regarding this matter, please contact Kim G***, a ###-###-####, extension Sincerely, Joseph R T [redacted] Virginia Beach Regional Office GEICO Advantage Insurance Company

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: They continue to make statements that are falseIn fact the [redacted] adjuster that inspected the damage stated that the damage is more consistent with my story that their driver tried to pass me after the intersection rather than their insured's story that I t-boned them in the intersectionHe even insisted that I get my vehicle inspected and provided me a quote that he said they were likely willing to pay of over $for damage on my vehicle for a new bumperI even stated that I was not looking to get a new bumper because I felt the damage on my vehicle was minimal, I just wanted to insure that I was not found at faultI will be also filing a complaint to the Idaho Attorney General's office for consumer fraud to have them look into Geico's actions Regards, [redacted]

July 30, class="InsideAddress"> Revdex.com OF METROPOLITAN WASHINGTON DC AND EASTERN PENNSYLVANIA K STNW , 10TH FLOOR WASHINGTON DC 20005- ATTN: [redacted] Re: Policy Number: [redacted] ID Number: [redacted] Re: [redacted] Dear [redacted] ***: This is in response to your email of July 23, 2014, addressed to Tony N [redacted] of GEICO Your letter has been referred to me for response as the Accounts Receivable Department is my responsibility Our records show that [redacted] ***’s automobile policy number, [redacted] was effective November 26, to May 26, The policy was cancelled for non-payment of premium effective April 12, with an earned premium balance due of $ A bill for this amount was sent to [redacted] *** On May 6, 2014, May 27, 2014, and June 17, 2014, respectively, pre-collection letters were sent advising [redacted] to take action to prevent the debt from being turned over to an outside collection agency On June 22, [redacted] called our service department and made a [redacted] card payment in the amount of $to be applied towards the earned premium balance At that time, our service counselor should have discussed with him the possibility of establishing a special payment plan to pay off this debt We regret that did not happen In accordance with our guidelines for a debt over $75.00, on the 79th day after the cancellation, July 3, 2014, the debt was transferred to our outside collection agency (***) Please be assured that the debt has not been reported to the credit rating bureau Therefore, there will be no adverse effect on his credit rating as a result of this debt [redacted] now has two options to pay the remaining debt of $ He can contact (***) and make arrangements for a special payment plan, or he can call us to do so If he calls our service department, we can pull his account with (***), but if he misses a payment or has a payment returned for any reason, the account will then be sent back to (***) and no more exceptions will be made Since there is no effect on his credit rating, he may find it easier to leave the debt with (***) and make payments directly to them It is, however, his choice We will be happy to accommodate his wish to pay his debt in whichever way suits his needs We trust that this information is sufficient to allow you to close out the complaint for our Accounts Receivable Department If you have any additional questions or concerns regarding this issue, please feel free to give me a call at ###-###-####, ext*** Sincerely, Barbara C [redacted] Customer Advocate Centralized Services

July 16, Roman Revdex.com Attn: [redacted] K StNW, 10th Floor Washington, D.C 20005- Re: [redacted] Case No [redacted] Dear ***: This is in response to your correspondence received in our Washington, D.CExecutive Offices It was referred to the Dallas, TX Regional Office for a reply ** [redacted] ’s policy contains the Family Auto Policy Contact, form number *** This contract covers family members See page 3, “Definitions Section,” number 4, and page 4, “Section I Liability Coverage,” “Insuring Agreement,” and page 4, “Definitions” 1.aand 1.b(copy enclosed) On July 8, 2014, ** [redacted] accessed his policy online at www.GEICO.com and requested a quote to add his 18-year old son, [redacted] GEICO replied to ** [redacted] and was advised his policy automatically extends coverage to household relatives and regular operators of his vehicles, unless otherwise excluded (copy enclosed) Since ** [redacted] ’s submitted quote indicated his son, [redacted] , was a household resident, a regular vehicle operator, and does not have his own insurance, [redacted] was then added as a covered driver ** [redacted] was advised in order to remove his son [redacted] , we would need proof that [redacted] has other insurance GEICO advised ** [redacted] proof of other insurance would be required because [redacted] is considered a youthful driver GEICO also wanted to let ** [redacted] know that because of his relationship with GEICO, his son [redacted] may qualify for GEICO Family Pricing by establishing his own policy with GEICO and to please call GEICO at ###-###-#### for this special offer GEICO understands ** [redacted] ’s intention was for quote purposesHowever, since [redacted] is a youthful driver, resides in the household, and does not have his own insurance, GEICO added [redacted] in order to provide adequate insurance We may be able to offer a Named Driver Exclusion if ** [redacted] is unable to provide proof of other insurance A Named Driver Exclusion is an affidavit and acknowledgement that [redacted] will not operate any of ** [redacted] ’s vehicles The Named Driver Exclusion also releases GEICO from any and all liability resulting from any future accidents in which [redacted] is a driver If ** [redacted] would like to sign a Named Driver Exclusion on [redacted] , he may contact the 24-hour Customer Service number ###-###-#### or online at www.GEICO.com and a Named Driver Exclusion will be mailed or emailed to him Once GEICO has received the signed Named Driver Exclusion, we will remove [redacted] from ** [redacted] ’s policy promptly If you need additional information please contact Jerry M [redacted] by telephone at ###-###-#### from 8:am to 4:pm CST or by email at [redacted] Sincerely, Patti K [redacted] Underwriting Manager Enclosures Cc: [redacted] [redacted] *** [redacted] ** ***

Dear Ms [redacted] , We received your correspondence dated April 11, 2016, and have not included any personal identifying informationWe attempted to contact our insured on April 12, 2016, and April 14, 2016, however we were unsuccessful in reaching themOn June 15, 2015, a notice was mailed advising our insured that after a review of her automobile policy, a motor vehicle report indicated that her spouse’s driver’s license is currently revokedWe advised that in order to continue the policy, proof of license reinstatement would be requiredOur insured contacted us by email on August 12, 2015, requesting we remove her spouse from the automobile policy, Our internet customer service representative made her aware that in order to remove a driver from the policy, we would require proof of other coverage She was also advised on April 12, 2015, that documentation was still needed showing the reinstatement of her spouse’s license in order to avoid non-renewal of her policyOur insured replied on August 17, 2015, and advised that her spouse would not have his license reinstated any time Soon and that he would not be driving any of her vehicles due to their separation, Our internet customer service representative advised our insured that due to the complexity of her request, our insured must call us to complete her requestWe do not have any record of our insured contacting us and we did not receive the required documentation requestedA notice was mailed on November 13, 2015, by Post Office Receipt Secured, advising our insured that due to failure to provide proof a valid driver’s license for her spouse, the automobile policy would terminate at 12:A.Mon January 20, Our records reflect from the inception of our insured’s policy, January 7, through January 20, 2016, there has been no lapse in coverageWe apologize for any misunderstanding however as we advised our insured, we must either proof of other coverage for our insured's spouse or proof his license was reinstatedIf additional information is needed to close your file, please contact Cindi T [redacted] at ###-###-#### ext, or [redacted] Sincerely Heather M [redacted] Assistant Vice President

AUGUST 28, 2014Dear [redacted] ***:Thank you for your letter of inquiry dated August 19, 2014.On August 19, 2014, supervisor Michael M [redacted] placed a call to [redacted] to follow up on the inspection of his vehicle.On August 20, we received [redacted] additional inquiry into this matterMrM [redacted] attempted to contact [redacted] and left a voicemail for a return call to arrange an inspection of his vehicle and address any additional concerns he may have.As of August 20, at 10:14am, [redacted] went to our website and arranged an inspection for his vehicle [redacted] vehicle was seen on August 26, at [redacted] An estimate was written, and check issued for $for the damages to the vehicle.Sincerely,David H [redacted] Assistant Vice President

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank you ! Regards, [redacted]

August 4, 0in 0in 0pt" class="MsoNoSpacing"> [redacted] Revdex.com K ST NW 10TH FLOOR WASHINGTON DC 20005- Regarding: [redacted] Policy No: [redacted] ID No: [redacted] Dear [redacted] ***: We received your letter regarding [redacted] ’s concerns with the addition of his son to his auto policy Our records indicate that on July 27, [redacted] made an online request to replace his [redacted] with a *** He indicated online that the [redacted] was co-owned with his son, *** It is our procedure to list all owners of a vehicle on the policy as active until proof of other insurance has been received The email we sent to [redacted] as confirmation of the change in vehicles indicated that due to ***’s co-ownership in the [redacted] he would be updated to an active driverEnclosed is a copy of this email [redacted] called our office on July 28, regarding ***’s active status on his policy Our agent informed him that with proof of other insurance we could update him to “other insurance” which would not rate for him Prior to receiving your letter, we had verified ***’s own insurance and had updated his status to reflect “other insurance” as of the date he was added If you need additional information regarding this matter, please contact Kim G***, at ###-###-####, extension *** Sincerely, Joseph [redacted] T [redacted] Virginia Beach Regional Office Government Employees Insurance Company

I have had Geico for several yearsMoney is on auto draft No claimsMy husband gets a ticketI receive a letter saying I need to sign a paper removing my husband from the policyI call GeicoFirst representative says yesIf you don't sign and remove your husband your policy will not be renewed on May 18, So I hang up and find another policyCall back to cancelSecond rep says no the first rep was lying You can keep him on your policy but your rate will increase I hang upThink about it and call back to cancel due to the horrible customer service and lack of knowledgable peopleThird rep I speak to says I will have my refund in a couple days back into my bank accountThe same bank account Geico pulls their fee from every month Seven days later no refundCall back today 4/25/16, forth rep says my money is being heldHeld for what ??!! I have no claims with Geico and will be taking this to the Revdex.com My suggestion is invest some of the money you are taking from people every month in rate increases for people who have no claims and invest it in your people and get some training Not a single person knows what they're talking about in your company Last thing I need to know is where is MY money I am owed ?

August 6, 2014> Revdex.com of Metropolitan [redacted] DC and Eastern Pennsylvania K St NW, 10th floor P.OBox [redacted] , DC 20005- Attention: [redacted] RE: CASE NUMBER: [redacted] COMPLAINANT: [redacted] INSURED: [redacted] CLAIM NUMBER: [redacted] POLICY NUMBER: [redacted] DATE OF LOSS: May 23, COMPANY: Government Employees Insurance Company Dear [redacted] ***: Thank you for your letter of July 29, Auto Damage adjuster Ashanti G [redacted] inspected ** [redacted] ’s [redacted] on June 24, and wrote an estimate for repairs in the amount of $1,089.64, which included damage to the rear bumper cover, left tail lamp and left quarter panel MsG [redacted] found no damage to the vehicle’s suspension or any indications that the this loss would have damaged the vehicle’s suspension or wheel bearings On July 2, 2014, Auto Damage adjuster Matt H [redacted] inspected ** [redacted] ’s vehicle at [redacted] Collision Center because of supplemental damage being requested by the repair facility MrH [redacted] added some refinish operations to the repair estimate bringing the net repair cost to $1, However, MrH [redacted] found no damage to the suspension or wheel bearings that were related to this loss As per ** [redacted] ’s complaint, the repair facility indicated that the vehicle’s wheel bearings may be damaged, however the damage was not related to this loss If there are any additional questions, please feel free to contact Claims Manager Justin K [redacted] at ###-###-#### Sincerely, Dan B [redacted] Assistant Vice President

May 16, Dear [redacted] ***:We have received your letter requesting assistance on behalf of ** [redacted] I welcome the opportunity to respond to her concernsAs ** [redacted] noted in her complaint, her daughter, ***, was involved in a loss on August 12, 2012, while driving their [redacted] listed on the policyA review of the policy has confirmed that the [redacted] was removed from the policy on August 23, based on a request from ** [redacted] Our policy notes from this date indicate ** [redacted] requested that we remove [redacted] at this timeWe explained based ***s driving activity we would need documentation showing other insurance or residency in order to remove her, Normally, if this type of documentation is unavailable, it is our standard procedure offer the option to exclude the driver in question by signing a Named Driver Exclusion (NDE) endorsementThere is no indication that that ** [redacted] expressed an inability to obtain the requested documentation and we have no record of a request to remove [redacted] after the August 23, notation until April 2014.On April 5, 2014, ** [redacted] telephoned us and requested to remove ***At this time, the option to exclude [redacted] was presented to ** [redacted] She requested we send the required form via emailWe received the signed, valid NDE on May 1, and [redacted] was removed from the policyIn consideration of any delays in sending the NDE form to ** [redacted] , we have backdated the removal of [redacted] from the policy to April 6, 2014, the date after her original requestWe recognize ** [redacted] s concern regarding ***s status on the policy; however, we are unable to backdate her removal for any additional time periodPolicy documents confirming the drivers listed on the policy have been made available to ** [redacted] on numerous occasionsIn addition to the paperwork sent immediately after the Volvos removal and the addition of her son in 2013, the policy renewed three times, with policy Declarations Pages enclosed in each renewalFor your reference, we have enclosed relevant Declarations Pages sent on the policyI hope this information is helpful in resolving ** [redacted] s concernsIf you have any additional questions, please contact my associate, [redacted] ***, at ###-###-####, extension ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because of the following lines in the business response: " [redacted] , as well as any other glass shop that handle mobile repairs/replacements, is entitled to charge a mobile fee from private individuals They do not normally charge insurance carriers this fee due to the volume of business generated and the guarantee of payment." I understand that [redacted] is the one who charged me the mobile fee However, why should my insurance company be able to assume that the cost of the mobile fee is simply added into the quote I went through my insurance company in order to get an actual quote before taxes I submitted my claim and was told a quote If my insurance company who gave me the quote misquoted me then they should be the ones dealing with [redacted] in order to recoup the $ I did not receive the quote through [redacted] They simply told me that they have all of my information from Geico Regards, [redacted]

6"> August 07, [redacted] Revdex.com of Metro WashingtonDC & Eastern Pennsylvania K StNW, 10th floor WashingtonDC20005- VIA FACSIMILE: ###-###-#### RE: [redacted] Insured: [redacted] Policy Number: [redacted] NAIC: ***-GEICO General Dear [redacted] ***: Thank you for your recent inquiry dated July 31, I welcome the opportunity to respond to [redacted] ’s automobile insurance policy concerns An excerpt of Georgia Statute 33-24-indicates the following: (a) An insured may request cancellation of an existing insurance policy by returning the original policy to the insurer or by making a written request for cancellation of an insurance policy to the insurer or its duly authorized agent stating a future date on which the policy is to be cancelled In order to ensure GEICO is following Georgia Statute 33-24-44.1, we require a written request for cancellation in Georgia For the security of our policyholders, if the request to cancel is sent by mail it must be signed by the Named Insured or the Co-Insured and requests sent by email must be sent from the email address on file Since [redacted] has provided a written request to cancel his policy through the Revdex.com, his policy will be cancelled effective August 1, I hope this information will assist you in resolving this issue If additional information is required, please contact Karen C [redacted] at ###-###-#### Her office hours are Monday through Friday, 8:a.mto 4:p.mEST Sincerely, John [redacted] L [redacted] AVP, Underwriting

June 11, Dear [redacted] ***:I am writing to you in response to ** [redacted] ’s concerns outlined in your June 5, communication.GEICO Insurance Agency, Inc(GIAI) is an agent for [redacted] InsuranceAs an agent we must abide by the rates, rules and guidelines set forth by the carrierAll EFT payments are processed by the carrier[redacted] records show that the monthly payment of $was processed on May 2, 2014.** [redacted] spoke directly to the [redacted] billing department about the date the payment was processedThe [redacted] and [redacted] refrenced in his letter are both [redacted] AssociatesAs the refund discussion was directly with [redacted] not GIAI, I have requested that a representative of [redacted] contact ** [redacted] to discuss their process.** [redacted] contacted GIAI on June 3rd requesting cancellation of coverage because he had not received the refund from [redacted] The policy was terminated per his request.If you have additional questions or concerns, please contact me at ###-###-####.Sincerely,

My car was totaled by another driver and it was completely their fault Their insurance company was Geico It took me weeks to get them to give me a rental car and they only allowed me to have it for days Their phones were almost always busy and leaving a message was pointless because they would not follow up or return calls When I did get someone on the phone, they quickly turned ugly when I insisted they do things like return my calls, call my attorney, work on my claim, IOW, their jobHer name was Quasha and she even told me not to call her back because she didn't like that I had called after hours That was fine; I referred her to my attorney and that's what I recommend others do as well

July 18, Dear ***:We have received correspondence from the Revdex.com (Revdex.com) requesting assistance on your behalfI am happy to provide you with the following response.Our records reflect that your policy was canceled effective 06/16/as a result of your 06/15/telephone requestThis cancellation resulted in an overpayment of premium in the amount of $The last payment received on your policy was a debit card payment of $on 06/10/When a refund is greater than the last payment made, a paper check refund is generated and a day hold from the date the payment was received is placed on any subsequent refundBecause that payment was received on 06/10/14, the refund was held until 06/25/A refund check in the amount of $was sent on 06/25/Our records reflect this refund check has been cashed as it cleared our account on 07/07/14.***, I hope this is helpful in understanding our refund procedures, and I am sorry that we have lost you as a policyholderIf you have additional questions, please call our analyst, [redacted] , at ###-###-####, extension ***.Sincerely,

August 26, [redacted] Revdex.com K ST NW 10TH FLOOR WASHINGTON DC 20005- Regarding: [redacted] Policy No: [redacted] ID No: [redacted] Dear [redacted] ***: We received your follow up letter with regards to [redacted] ’s rejection of our response We were unaware that [redacted] had been insured on her husband’s policy prior to obtaining her own policy During a conversation with our agent on July 27, she informed us of this past policy Our agent located the policy and forwarded the information to our underwriting department for final review Again we apologize to [redacted] for any inconvenience she experienced As our previous letter stated we removed the inexperienced rate and applied a refund of $to [redacted] ’s credit card as of August 24, Any bills that [redacted] received prior to August 24, can be disregarded We trust this information has been helpful If you need anything further, please contact Kim G***, at [redacted] , extension *** Sincerely, Joseph [redacted] T [redacted] Virginia Beach Regional Office Government Employees Insurance Company