Geico Corporation

Review: I started "LIABILITY" Ins. Coverage with GEICO on 2/21/13. On 3/29/13 my car was hit while parked. I contacted GEICO to inquire if I was supposed to file a claim because I had LIABILITY only. The GEICO rep. informed me to file a claim, call the police and take the car in for estimate.

After this, that's when the 'HELL' began - I was treated like a criminal being investiaged by the FBI for Ins. Fraud. The final decision was that my Policy didn't have comprehensive/collision coverage which was my question from the beginning. It should not have taken GEICO REPS an entire week to determine that my policy didn't qualify for a claim.

GEICO knew full well the coverages of my "Liability Policy" but chose to go forth with "Bad Faith", to humilate, demean, and harrass the customer. I have since switched to ALLSTATEDesired Settlement: Due to their "BAD FAITH", GEICO should at least compensate me for the damages so that I can repair my vehicle

Business

Response:

Your file [redacted]

Review: I was grossly Mis-quoted for an insurance premium, Bought a vehicle with the understanding that the quote would be close to the final amount. When seeking answers, I was treated very poorly by customer service. I was told things like, "well, its called a quote for a reason' and, "I cant give you anything, all I can give you is a sorry.' When attempting to cancel the policy I was told I would be receiving a credit of 12$ and then received an email informing me I had an open balance of 54$

Business

Response:

January 21, 2014

Review: I am currently residing in the state of CA. I am moving to the state of OR in a few weeks. I called Geico and spoke with an insurance personnel. I asked the person to provide me with a new quote for the state of OR. My insurance quote was going to be over 100$ a month of what I am paying in CA. I asked the insurance person to keep my account the same and I will go a head and weigh in my options to find a different insurance company before I move to OR and that I will cancel my Geico insurance prior to my move. The person said ok however when later I checked my account I found the new charges that applied to the state of OR even though I told the person specifically not to change anything or my policy until I authorize them to do so. I was clearly asking for just an estimate I have made several attempts to resolve the issue but Geico insisted that I send them a form to revise everything that they have done. In fact I did do what they asked however they said that they never received it. Basically they asked me to the effort to fix their mistake. This has been a financial and time consuming process for my family specially during our time in getting ready to relocate to Oregon.Desired Settlement: I would like Geico to do the right thing by rewarding an existing faithful customer. Geico should not raise my coverage premium just because I am moving to a different state. Also Geico should not do so without my consent. I also would like a refund of all the time and money wasted during the process. I would like my coverage to return to where I actually consented to have and not what Geico dictated for me to have. If the issue is not resolved by 09/15/2013 then I would like to keep Geico as insurance till 09/30/2013 then Prior to the end of coverage, I will already have a different Auto insurance company policy for my vehicles.

Business

Response:

September 16, 2013

Dear **. [redacted]:

We have received your letter requesting assistance on behalf of **. [redacted]. I welcome the opportunity to respond to his concerns.

**. [redacted] elected to enroll in our Paperless Policy program on July 16, 2012. This program allows our customers to receive, review, and print their policy documents online at our website, rather than receiving printed paperwork by mail. When their policy renews or after a premium endorsement, we send our policyholder an email to notify them their new ePolicy documents are available. At any given time, the ePolicy documents available for review include the most current renewal, and one previous policy period. **. [redacted] provided us with [redacted] for email contact on his policy.

On September 3, 2013, **. [redacted] contacted us and informed us of a change of address from [redacted] to [redacted]. Due to the differences in state insurance regulations we are obligated to update the policy coverage and calculate the premium based our rate filing in our insured’s new state of residency. For this reason, we cancelled **. [redacted]’s California policy and started an Oregon policy for a new six month term. As **. [redacted] indicated in his letter and based on the information he provided during the call, this change was made with a future effective date of September 30, 2013. The six-month premium for the Oregon policy was $1,177.70. The following day an email confirming the change was sent to **. [redacted].

Later that day, **. [redacted] contacted us again on September 3, 2013. He requested to reverse the move to Oregon and reinstate his California coverage. We explained we would need confirmation of his current residence in California before we would process his request. We spoke to him again the following day and provided the address and fax number where he could provide confirmation of his California residency. Our last contact with **. [redacted] was on September 4, 2013. At this time, he indicated he had returned the confirmation; however, **. [redacted] added that we were to disregard the forms as he would be in Oregon “at the end of the month” and wanted to keep the policy as is.

With regard to **. [redacted]’s concern regarding the premium for the Oregon policy; insurance rates vary from state to state and it is not uncommon for a person moving from one state to another to experience a difference in price. Whether this is a price increase or a decrease depends on where one relocates. In this instance, there is a significant difference in our loss experience in Salem, Oregon versus Clovis, California,

**. [redacted]’s Oregon policy continues to include our Multi-Car discount and applicable equipment discounts specific to each of vehicle. Additionally, [redacted] continues to qualify for our Five Year Good Driver discount. It is important to note, we reviewed the Oregon policy on September 4, 2013 to ensure we were including all possible discounts for **. and [redacted].

While reviewing the policy, we noticed **. [redacted]’s premium in Oregon includes a surcharge for a loss that occurred prior to his GEICO tenure. This loss resulted in a surcharge based on our rate filing with the state of Oregon; whereas this loss did not generate a surcharge in calculating his California premium.

In these difficult economic times, we certainly appreciate, and understand **. [redacted]’s concern with the cost of auto insurance and sincerely regret any difficulty this matter has caused him.

I hope this information is helpful in resolving **. [redacted]’s concerns. If you have any additional questions, please contact my associate, [redacted], at ###-###-####, extension [redacted].

Sincerely,

Review: my name is [redacted] and my car was involved in a car accident on 12/06/2013 . I have insurance through geico which examined the car at first and wrote an estimate for 5100 for the damages they could verify , my car was then towed to the autobody shop [redacted] to have the damages repaired hearing back from the technician at the autobody shop he states that when the car hit the pole in the accident it damaged the hornis of both sides causing the car to run improperly he was then advised by geico adjuster [redacted] to take the car to the dealership to have damages examined futher tech took car to dealership[[redacted]] and had advisior at sales to look into damages ,while I was present advisior at [redacted] states that the car was throwing codes and car issues were coming from two sensors on my engine that where damaged and then stated that the hornis was damaged and the damages could be related to the car accident but when he spoke with adjuster [redacted] supervisior [redacted] adv her {the sensor issues are common issues with my type of car's} his exact words and that the hornis he believed were tampered with so I spoke with [redacted] myself and asked if I could set up a meeting between me geico [redacted] and technician at autobody shop so that we can come to an agreement on the damages because I was getting two different responses between [redacted] and gecio [redacted] stated no states that she has already looked at my vehicle and shes not coming back out to take a look so I had geico tow my car from [redacted] to my home where the car is sitting and still damaged under the hood due to the fact my insurance company states that damages are not related to my car accident.Desired Settlement: My car was not damaged in any type of way before the car accident and now I have a damaged hornis two sensors need repairing and my service airbag light is on at all times which was never on I would like for my insurance company to pay for my car repairs as they are suppose to and not attempt to gather common issues related to my car and use them as an excuse for my accident related damages. Geico has been very inconsiderate about this entire situation I have been without a car for almost 4 months and I am very unsatisfied with the services they are atttempting to provide their loyal customers

Business

Response:

April 14, 2014Dear [redacted]:Thank you for your April 7, 2014 inquiry.On December 6, 2013 [redacted] reported a front end collision loss. We promptly inspected her vehicle and provided an estimate for all related and verifiable damage. On March 11, 2014 [redacted] contacted us again about problems she was having with the vehicle. We contacted her body shop ([redacted]) and spoke with [redacted], the shop owner, who stated the wiring harness was damaged and could not be repaired at his shop. We advised [redacted] she needed to choose a mechanical repair facility to diagnose what mechanical issues existed with the vehicle. [redacted] chose [redacted].After the vehicle arrived at [redacted] Service Department, we again re-inspected her vehicle and contacted [redacted] to communicate the diagnosis result. The Service Department informed us [redacted]’s complaint was “the vehicle starts and then shuts off’. The diagnosis found one engine trouble code existed. [redacted] advised the engine trouble code stated the cam sensors on top of the engine failed. The service advisor informed us this is a common problem with this vehicle, and there was no evidence this mechanical issue was related to a collision loss. There is no physical damage to, or in the area of, the engine cam sensors.While re-inspecting the vehicle we also observed the wiring harness had been poorly repaired. It is unknown to us when or why the harness was repaired. We made several attempts to reach [redacted] for an explanation and have been unsuccessful. At no time did [redacted] request a supplement re-inspection to authorize repairs to this component. Additionally, the service advisor at [redacted] stated he would not be able to confirm any possible mechanical failure resulting from the poor wiring harness repair until the Cam Sensors are replaced, but at this time they are not able to confirm a failure as a result of the poorly repaired wiring harness.We regret [redacted] is having mechanical problems with her car, but we cannot agree to pay for mechanical failures not related to a front end impact on her vehicle.If you have any further questions, please contact [redacted], Auto Damage Manager, at ###-###-####.Sincerely,

Review: There was an accident in Pennsylvania involving another individual by the name of [redacted], this person is not me(even though we have the same name spelled differently). She told the police and/or the rental car company of the car that she hit, that she carried Geico insurance. The company of the vehicle hit was [redacted]. The individual there by the name of [redacted] was the gentleman to call the claim in. I spoke with him several days after this got started. On Saturday the 8th of March, my husband [redacted] informed me that someone from Geico had been trying to get ahold of me involving an accident I was supposedly in. March 9th, Sunday morning, I researched our account online policy number [redacted] and realized a false claim was on our account. I immediately called into Geico customer service to discuss the misunderstanding. I was told my claim was #[redacted] and there was a police report also on the accident. Case #[redacted] this is located within [redacted] Police Department in Pennsylvania. This is where things got crazy. I let them know that I was not involved in ANY accident and there must have been some kind of mix up. We believed that numbers were mixed up at the time. I also contacted my claims representative [redacted] and left a message. Her number is ###-###-####. The next day Monday the 10th, I continued to call [redacted] until finally reaching her live. She did a phone recording and determined the whole claim to be non-liability and non-fault. OBVIOUSLY! I was no where near that place as I reside in Colorado [redacted] and do not own nor drive a [redacted](the car involved with the other [redacted]) By that afternoon I was told the claim was being closed but could not be removed from my account. I was extremely upset. I asked to speak to a manager. I was referred to [redacted]' manager [redacted] , her number is [redacted]. I left a message for [redacted] and was called back the same afternoon. I told her I wanted to know how this happened and wanted to find the source of the mishap. She told me she had the information on the person whom called the claim in. That was [redacted] with [redacted]. I reached out to [redacted] and was contacted the next day. [redacted] let me know that when he called the claim in he had no information on a policy the only information he had was '[redacted]' other person told them that she had Geico insurance. It was clear to me that a GEICO claims representative had taken a claim on my account without verifying any information to make sure they were identifying the correct person responsible. That person was [redacted] from the claims department. She took a claim in and didn't verify any other information. We are most certainly not the same people. There is absolutely no ties between us besides a similar name that is also spelled differently if one paid attention! She falsely placed a claim on my account. My cars do not match the vehicle involved, the drivers license number do not match, the license plate on the vehicle does not match anything of ours , the addresses are different and the list goes on! How could you possibly put a claim in on someone and have nothing but their name. NOTHING ELSE MATCHED! Now I have been told by [redacted] that this can't be removed but was closed and will remain because the claim cannot 'disappear'! How can someone place an inaccurate claim on your account but cannot remove it. I let [redacted] know I was very unhappy and I expect Geico to verify information before submitting claims. I told her I wanted to speak with another manager. She referred me to hers. His name is [redacted] phone number [redacted]. For 3 days I have tried to reach out to him and have been unsuccessful. This is not ok. Someone should have verified the correct person on behalf of Geico before filing a claim. This is not something that should be handled lightly. I asked [redacted] to send me everything she had on the claim. She emailed me a letter stating: WE HAVE DETERMINED THAT YOU WERE NOT INVOLVED IN THE ABOVE REFERENCED LOSS. THE UNDERWRITING DEPARTMENT HAS BEEN NOTIFIED NOT TO SURCHARGE FOR THIS CLAIM AS YOU NOR YOUR VEHICLE WERE INVOLVED IN THE LOSS. THE LOSS WAS MADE BECAUSE THE ADJUSTER WHO TOOK THE LOSS REPORT FROM [redacted] FELT THEY HAD ENOUGH INFORMATION THAT MATCHED MY POLICY AND ARE REQUIRED TO SET UP A CLAIM. This is absolutely horrible! You filed a claim based off of a name match and nothing more. I feel that this should have been handled in a professional manner vs a 'get it done' manner. There are thousands of people with the same names. There should have been verifying procedures to make sure that the correct person was held responsible. Instead, I sit with this on a non-fault claim basis and will not rest until it is resolved and REMOVED!Desired Settlement: I wish to have this claim completely removed from my policy as it is 100% invalid and inaccurate. Geico is completely at fault and is responsible for the mishap. I would like to look at my policy claim area and see nothing, like it was prior to this incident. I would like some form of credit and/or compensation for my mental and physical distress this has caused me and continues to cause me.

Business

Response:

April 1, 2014

Revdex.com of Metropolitan

Washington DC and Eastern Pennsylvania

1411 K St. NW, 10th floor

P.O. Box 149104

Washington, DC 20005-3404

Attention: [redacted]

RE: DEPARTMENT

FILE: [redacted]

COMPLAINANT:

[redacted]

INSURED:

[redacted]

CLAIM

NUMBER: [redacted]

DATE OF LOSS: February 27, 2014

COMPANY: GEICO Casualty Company

NAIC #: [redacted]

Dear **. [redacted]:

Review: I was a 10 year policy holder with Geico. I left them for 18 months for a competitor with better rates. They sent me information saying they would like the chance to rerate me. I went online and the initial quote came back at $470. Which I knew was just the initial quote. When I accepted the offer the new official price came back at $677. 00 which was perfect. I paid this in full and they sent me my policy documents on the 7 th of March. on the 21st I recieved a bill in the maill for an additional 366.00. I called them and they explained they received NEW information about my Driving Record... When I asked to see this NEW information, they sent me the attached information- showing I had no new 'events' since 2009!

They said I can cancel and go back to [redacted] which I can, but now, because I left, [redacted] rates me as anew customer- losing any and all discounts for continuous coverage!! Now I am stuck Paying the extra money or out of luck... I find this to be DECEPTIVE practices.. They lured me in and got my payment and then increase me after - they are full aware- the Grace period I could return to [redacted] to keep my old policy..

March 24, 2013

Policy Number: [redacted]

Dear [redacted]:

Thank you for contacting our Customer Service Department. This letter is to confirm coverage, insured driver(s), and reported claims per your request.

We confirm that [redacted] is insured under the above numbered policy.

Policy Coverage Dates: 03/07/2013 through the present.

Please note this period of time may include lapses in coverage, if applicable, and does not imply continuous coverage.

The following claims were filed under this policy:

5/30/2009 for [redacted] - Other Not At-Fault

5/30/2009 for [redacted] - Improper Lane Change/Turn At-Fault

1/19/2009 for [redacted] - Improper Lane Change/Turn At-Fault

1/19/2009 for [redacted] - Other At-Fault Non-Serious

12/8/2007 for [redacted] - Improper Lane Usage 105

11/26/2007 for [redacted] - Parked/Parking - Not at-fault

9/27/2007 for [redacted] - Partial theft

7/15/2007 for [redacted] - Towing

7/5/2007 for [redacted] - Parked/Parking - Not at-fault

5/17/2007 for [redacted] - Improper Lane Change/Turn At-Fault

12/23/2006 for [redacted] - Improper Lane Change/Turn At-Fault

10/30/2006 for [redacted] - Emergency road service

10/29/2006 for [redacted] - Emergency road service

10/21/2006 for [redacted] - Parked/Parking - Not at-fault

6/15/2005 for [redacted] - Parked/Parking - Not at-fault

2/15/2003 for [redacted] - Parked Illegally/Parking - At-Fault

7/15/2002 for [redacted] - Pothole loss

7/5/2002 for [redacted] - Speed 11-15 Over 55 MPH Zone 381

6/3/2001 for [redacted] - Vandalism/Malicious mischief

2/24/2001 for [redacted] - Speed 1-10 In Speed Zone Greater Than 55 142

7/28/1997 for [redacted] - Rear end At-Fault

I hope this information has been helpful. If you have any questions, please contact our Customer Service Department at [redacted] or visit us on the internet at geico.com.

Sincerely,

Customer ServiceDesired Settlement: Honor the Policy Paid or pay the difference to competitor to cover me. PERIOD

Business

Response:

April 3, 2013

Review: On 1/21/2014 I was involved in a minor accident while on my way home. Due to snow and ice my 2005 [redacted] vin#[redacted] slid and I went over a curb which caused damage to the front & rear right bumper and right rear rim. Which at the time seemed like the only cosmetic damage to the vehicle. I filed a claim with my insurance carrier Geico policy# [redacted] and [redacted] the Geico Insurance adjustor who works at this Auto Collision Service location authorized the claim and cosmetic body repairs were completed, claim# [redacted]. On 2/8/2014 I picked up my vehicle in [redacted], Indiana and less than a quarter of a mile after leaving the shop I noticed there was a screeching sound coming from the engine and the alignment of the vehicle was off. I immediately called [redacted] the geico ins. adjustor and he advised that I could drive the vehicle back home to [redacted] In., which is 65 miles from the shop in Fort Wayne and take the vehicle to the location at [redacted] on [redacted] in [redacted] In. [redacted], phn# ###-###-####.

I took my vehicle to [redacted] on 2/9/2014. They advised me it would be a couple of days before they can inspect the car. I didn't received a call after that. I had been calling my insurance adjustor from Geico [redacted] and he would not receive my calls or call me back. A week and a half later I spoke with [redacted] and he stated they would not cover the repair due to it not being accident related. I then called [redacted] they had not heard from [redacted] either and advised me that the power steering pump had to be repaired before the alignment could be done. Which,if the rim was damaged then it affected the alignment and if the power steering damage was not a result of the accident then it shouldn't need repair before the alignment repair is done. It should not affect it as they say. I then tried calling [redacted] but again he refused to take my calls and would not call me back. I then spoke with [redacted] on 3/3/2014 and authorized for them to do the repairs on the power steering and pump which was the noise that I heard when I picked up the car, which I am certain was damaged by the accident. I did not authorize the alignment because I don't have the funds to cover that additional repair which I am also certain it needs to be covered by Geico. They advised me that the headlight on the front passenger side is also getting condensation due to it not being sealed correctly at the time of repair which is something that should also be covered under the insurance claim. I spoke with [redacted] at [redacted] and he advised me the car is still making a screeching noise and if the car would been taken for a test drive after the initial repairs were done they would have heard the noise, so most likely they did not test drive my car after the repairs. They also advised that I should have not been allowed to drive the vehicle 65 miles back home due to that additional damage.I have tried to contact [redacted] at ###-###-#### but I keep being ignored. It's been since 1/21 since this occurred and up to today 3/5/201 I am without my vehicle. Additional damage was done to the power steering and alignment at the time of the accident, and the seal on the right front headlight was not correctly done. It's been a very unpleasant and frustrating situation since I need my vehicle for work and I have been borrowing my moms car these 6 weeks. Geico refuses to cover the additional damage and repairs that are needed on my vehicle. I need help getting this resolved please.Desired Settlement: I'm just asking for the all repairs on my vehicle covered by my insurance as they should be on the claim that I filed. if I pay for the repairs since this may not be resolved in a couple of days I would like full reimbursement of the repairs. Please assist. Thank you,

Business

Response:

March 17, 2014Dear [redacted]:Thank you for your inquiry of March 5, 2014.On January 21, 2014, we learned that a 2005 [redacted] belonging to our policyholder, **. [redacted] had been damaged by collision. On January 24, 2014, our Auto Damage Adjuster, [redacted], inspected **. [redacted]’s vehicle and prepared an estimate of visible damages. Upon retrieving his repaired vehicle, **. [redacted] contacted us to advise that he was experiencing mechanical issues. **. [redacted] spoke to **. [redacted] and advised him that the problems he described did not seem to be related to this loss; however, **. [redacted] suggested that **. [redacted] take his vehicle to a shop for diagnosis and advised we would pay for any additional, related repairs that were necessary. To date, **. [redacted] has not contacted us to advise that he has had the vehicle diagnosed.We sincerely regret any problems [redacted] has experienced during our handling of his claim. We are prepared to handle any additional problems that arise due to this accident. Should you have any additional questions about this matter, please contact out Auto Damage Manger, [redacted] at ###-###-####.Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Review: [redacted]I am rejecting this response because: When I purchased this vehicle on 10/15/2012, it was a one owner and it was in excellent condition. I have maintained all maintenance requirements, have not had a problem with it until after the accident. All of a sudden the alignment is off after the repairs were done, there was a screeching sound when I drove it back home after the repairs were done and I advised [redacted] (insurance adjuster) immediately. I authorized [redacted]'s to do a diagnostic on the vehicle to prove it was all accident related but they informed me that the suspension needs work due to ware and tare. There is no way that all these issues were not accident related. I spoke with [redacted] and advised the front passenger headlight (which is the one that was repaired) is getting condensation but since it comes and goes the repair shop needs to see it in order to repair. My vehicle has been at [redacted]'s going on 2 weeks and i'm confident they would have noticed at least the condensation on the headlight by now but again everything is being ignored, overlooked and completely denied as part of the accident. I am very frustrated and completely disgusted and I need help. I feel that in order to avoid paying any additional repairs they are all being blamed on ware and tare. My vehicle was in excellent condition before the accident and it's not right for me to pay additional repairs that were caused by an accident that should be covered under my insurance. After all that is why everyone is required to have insurance. I need help with this case please, this is not right or fair. They are completely out of line.Regards,[redacted]

Business

Response:

April 7, 2014Dear [redacted]:Thank you for your inquiry of March 27, 2014. Our earlier letter of March 14, 2014 addresses our handling of **. [redacted]’s complaint. We are writing today in response to your request for additional information.To date, **. [redacted] has not provided documentation to support that the mechanical issues he is experiencing are related to his loss. Based on his correspondence with your office, it appears his vehicle may now be in a repair facility. We will contact **. [redacted] and his chosen repair facility to inquire about their diagnosis. As stated in our earlier letter, if **. [redacted] has not yet taken his vehicle to a shop for diagnosis, we are unable to pay for what appears at this time to be unrelated repairs.Should you have any additional questions about this matter, please contact out Auto Damage Manger, [redacted] at ###-###-####.Sincerely,

In December 2015 I had to change my auto policy from full coverage ($98 per month down to storage policy approx $9 per month) due to my health I had to cut my work hours down from 40 hours per week to 17 hrs per week. So I need to park my car and not drive it bc I cannot afford full coverage. On the 29th they took out of my account $98 instead of $9 as we had just worked out over the phone promissing that I could change my policy with no problem. I have called and spoken to one of Geico's agents around 7-8 times trying to get them to re deposit the money back into my account as they promised and offered, only to check my account and see they are going to charge me AGAIN the wrong higher amount. (They send me e mails stating how much and the date of the automatic withdrawal) And my car is not even being driven. Yesterday I talked to Tom (very nice) and he said yes, they made several mistakes in financing, and he did not understand why. So after a long phone call AGAIN I said just keep the money and now I'm paid up until May? He said yes youre all paid now through May. I just got a phone call from customer service apologizing for this mess. Then Lorena told me that no, I'm not paid till may and in January will owe $48.20!! I cannot believe how incompetent Geico has been with me. I'd cancel but don't want a lapse in my insurance coverage on my record. They really have the upper hand here because there's nothing I can do at this point even after 7 plus phone calls to them. I will change insurance companies as soon as I'm back on my feet again and healthy. Fortunately every time I spoke with an agent I wrote down notes, dates, times and names of every phone call. They really let me down.

Review: My [redacted] Motorcycle was deemed total loss in garage fire July 9, 2013. Geico has purposely choosen to not satisfy the requirements of paying off the claim in a timely manner. They have been given countless opportunities by myself and [redacted] to do so, with no results. The claim to my garage and the contents which was over $50,000.00 was paid and satisfied by my [redacted]owners insurance (different company obviously). Geico is trying to ignore this claim and do everything in their power to not satisfy their obligation. This has caused a negative impact on my credit rating and I have a burned up motorcycle sitting in my newly reconstructed garage...Desired Settlement: I would like Geico to Pay [redacted] for the total loss of my bike, with any fees or interest accrued since July 9, 2013, this is to be covered in it's entirety by Geico. I would also expect my accessory police limit of $3,500.00 be paid to myself, having submitted over $5,000.00 worth of accessory receipts to Geico proving the value of the claimed accessories already. They have had almost a years time to satisfy these simple requirements and have failed to do so.

Business

Response:

June 25, 2014Dear **. [redacted]:Thank you for your June 23, 2014 inquiry.Our records indicate our adjuster inspected **. [redacted]’s 2009 [redacted] on July 26, 2013 at the same location where the loss occurred. At the time of the inspection we found the vehicle’s engine was in a disassembled state, the same condition it was in when a nearby fire occurred. The adjuster did not find any fire, heat or smoke damage on the vehicle or its parts. Furthermore, the materials used by the fire department to extinguish the fire also did not appear to have caused any damage. Accordingly, the adjuster’s estimate allowed for the vehicle to be thoroughly cleaned to remove the ash debris from the motorcycle. If any additional damages were to be found once the vehicle arrived at the shop of his choice, we would re-inspect the vehicle at that time and address those concerns accordingly. This was conveyed to **. [redacted] by the adjuster and to date the vehicle has not been moved to a repair facility.In the complaint **. [redacted] mentions a [redacted] investigator was hired and this investigator interacted with us. We have no record of any interaction with an investigator in regards to this claim. Upon receipt of this complaint we contacted **. [redacted] to discuss his concerns and inquire about the investigator as well. **. [redacted] did not have any contact information for the investigator nor was there a report provided **. [redacted] had possession of. We also followed up with the local [redacted] dealership and they had no record of sending out an investigator.At this time our position has not changed. We inspected the motorcycle and wrote an estimate to address the verifiable loss related damage. To date no additional damage has been diagnosed or presented to us for consideration. **. [redacted] has been advised of our position accordingly.We trust this information is sufficient and that you can close out this complaint accordingly. However, if you have any additional questions or concerns regarding this issue, please feel free to contact [redacted], Auto Damage Manager, at ([redacted].Sincerely

Review: Today after returning from OVERSEAS - I discovered that my car insurance was cancelled. I called immediately since I was driving to get it reinstated.

The insurance company decided that because my policy had a cancellation - that they were going to restart my policy WITH LAPSE of coverage at a higher rate even though my driving record was the same with no accidents or claims.

they increased my premium by 333 DOLLARS.

So these are the two cancellations that they are penalizing me for.

1. I was a victim of fraud in December ([redacted] incident) and I had to change bank accounts.

Immediately after attaining a new bank account I called and advised of the information and situation and they happily reinstated my insurance with no lapse of coverage. On that day I explained to the gentleman that the DOD contracting position I have is sending me overseas so I need to make sure this is on ACH as my mail is being forwarded while I am away. He agreed - stated that he would have to follow up and that was it -

I flew out the next day.

On FEB 28 whilst in Russia, I received an email saying I have a cancellation notice. I immediately went to a hard lined pc and paid for the money requested as I would hate for my family to be without insurance. I assumed there was some error in processing or some misunderstanding.

TODAY after arriving I called GEICO I am unable to log on for my insurance documents and they advised my policy was cancelled!!

I said that is impossible I am set up for Direct Debit from my bank account and also I had made a payment immediately when I received an email a week ago/

They explained that they sent me a letter - I advised that I was deployed on official government duties and this was impossible for me to attain -

They said they understood but because I have had TWO cancellations (one because of fraud and one because of deployment ) I am being penalized.Desired Settlement: I find it unfair and unethical to hold my unfortunate circumstance of being a victim of fraud and my deployment grounds to penalize me an extra 333$ <-- that is more than a 25% hike up in my policy! My policy was 900 USD nowit is 1220! <-- this is ridiculous. They need to adjust this - because they are capitalizing on my unfortunate situation of being a victim and serving my country!!

Business

Response:

March 19, 2014

Dear **. [redacted]:

We have received your letter requesting assistance on behalf of **. [redacted].

I welcome the opportunity to respond to her concerns.

**. [redacted] began insuring with us in 2013. Since that time, she elected to pay her premiums in monthly installments and chose to pay those installments using our Recurring Card Payments (RCP) program after January 31, 2013. When a policy is enrolled in RCP, payments are automatically extracted from our customer’s account on a specified due date. RCP schedules are sent after premium endorsements and beginning of each renewal period, along with pertinent renewal documents. **. [redacted] provided an [redacted] card ending in 1001 for the RCP program. **. [redacted]’s policy was also enrolled in our paperless policy and billing programs (ePolicy and eBill), which provide the benefit of receiving policy documents and installment bills via email. We were provided with an email address of [redacted] for these programs.

Based on her monthly payment plan, an emailed RCP reminder was sent to **. [redacted] on December 12, 2013 outlining the upcoming December 22, 2013 draft of $163.53. As scheduled, we attempted to collect this payment on December 22, 2013; however, the payment was declined by [redacted]. As a convenience, our system submits an electronic payment request a second time before it is considered a returned payment; unfortunately, the payment was declined again. As a result, a cancellation reminder notice was mailed on December 30, 2013 to advise that a payment was needed by January 10, 2014 to avoid a lapse of insurance. Our cancellation notices are sent Post Office Receipt Secured (PORS) which means the postmaster guarantees it was mailed. When no payment was received, **. [redacted]’s policy was cancelled for non-payment of premium.

As noted in her letter, **. [redacted] contacted us on January 28, 2014 to discuss her policy cancellation. A supervisor reviewed her policy and agreed to make an exception based on the recent Target security breach. We reinstated her policy with no lapse in coverage. The accompanying policy notes from our handling on this day indicate **. [redacted] would contact us to make her January payment and re-enroll in an automatic payment plan.

We received no additional payments in January and a standard billing reminder was emailed on January 28, 2014 advising a payment was due on February 12, 2014 in the amount of $163.53. As no payment was received, a cancellation reminder notice was mailed on February 13, 2014 explaining that a payment was needed by February 24, 2014 to avoid a lapse of insurance. Again, no payment was received and **. [redacted]’ s policy was cancelled for non-payment of premium on February 24, 2014 with an unpaid balance of $185.47.

On February 28, 2014, **. [redacted] visited geico.com after receiving an emailed billing for the unpaid balance. Our notice explained, “Thank you for your previous business. Your policy with us has canceled and your final bill is being mailed today. CURRENT BILL ~ Amount Due: $185.47 - Cancellation Date: 02/24/2014. ” **. [redacted] then paid the outstanding balance and we next spoke with her on March 7, 2014.

On March 7, 2014, **. [redacted] contacted us and reissued her policy effective March 8, 2014 with a six-month premium of $1,284.82. She reviewed her policy with two supervisors and each explained that we were unable to reinstate her policy without a lapse in coverage in this circumstance. We clarified the circumstances of this cancellation were not the same as the previous January 2014 lapse and we would not be able to restore her policy without a lapse as we had in January.

We apologize if **. [redacted] did not understand the reissue process or if the conversations she had with our supervisors did not clarify it sufficiently. When her policy was reviewed on March 7th for reissue, only the February 2014 lapse was being considered; however, having a lapse of insurance is a significant underwriting factor and often impacts the premium of a reissued policy.

For your review, we have enclosed the cancellation notice and unpaid balance email for **. [redacted]’s policy. I hope this information is helpful in resolving **. [redacted] concerns; however, if you have any additional questions, please contact my associate, [redacted], at ###-###-####, extension [redacted].

Review: I was a Geico customer with a monthly bill of $94.59 and I am signed up with recurring monthly payments. I have been up to date with my policy so there should be no reason for any additional charges. On march 1, 2014 I checked by debit card account statement and noticed that there was a debit from geico in the amount of $314.50, which is no where near how much I pay for my policy. I immediately knew there was a problem because that is not my payment amount. I called Geico the same day and asked them what was going on. The agent "[redacted]" stated that my money was applied to another customer account whom I do not know and never heard of. I asked for a refund and she instructed me that they would have to contact the customer to see if they would agree to a refund from their account. This makes know sense to me because why do I need consent from a customer that I do not know and clearly my money was drafted from my bank account and placed as a credit on their geico account. I was first told they would refund my money when they reach the customer and but now they are saying I have to dispute it with my bank in order to get my money back. They have no regard for the mistake they made and refuse to fix the problem. My bank card is a prepaid card where I receive my social security disability check on and it takes up to day to dispute an unauthorized transaction and receive my money. That was part of my rent money and I still have not receive any of it. They keep telling me to wait on my bank when they can just refund it back to me within a few business days. It was a mistake completely on their end and they will not provide the customer service they promised to fix the issue. I just canceled my policy because I refuse to make any more payments and they still have my $314.50 and has no sense of urgency of returning it.Desired Settlement: I just want my $314.50 back that was taken from my bank account unauthorized and that is part of my rent money

Business

Response:

March 7, 2014

Dear **. [redacted]:

This is in response to your correspondence received in our Washington, D.C. Executive Offices. It was referred to the [redacted], TX Regional Office for a reply.

On March 1, 2014, a payment in the amount of $314.50 was made on a different GEICO policy using **. [redacted]’s credit card.

On March 1, 2014, **. [redacted] called to inquire about the unauthorized charge. We advised **. [redacted] he would need to contact his bank to dispute the unauthorized amount. We contacted the other customer for permission to reverse the payment and they have not yet responded.

On March 3, 2014, **. [redacted] cancelled his GEICO automobile policy. The policy is paid for until February 27, 2014 and coverage was provided until 12:01 a.m. on March 4, 2014. The policy currently has an unpaid balance of $18.78.

We regret that **. [redacted] felt it necessary to cancel his policy until the matter was resolved. However, **. [redacted] will need to contact his bank to dispute the unauthorized charge.

If you need additional information please contact [redacted] by telephone at ###-###-#### from 8:00 am to 4:30 pm CST or by email at [redacted].

Sincerely

Review: I went online to Geico to enter my information to get a rate qoute I anzwered every question asked there was a section that asked various questions and if you answered yes it asked to explain (ever had DUI/DWI within last 10 years, traffic tickets within last 10 years, accident within last 5 years any suspended lisc. within last 5 years) after entering all info and answering questions it gave me a quote of $178.06 and asked would I like to purchase the insurance I selected purchase entered all my credit card information it gave me a policy/binder number and a confirmation number and AFTER it processed my payment a pop up came saying your rate has been increased to $207.62 gave a tab that says to state see the reason for the increase I selected that and it says because on the application I gave my first & last name but at MVA it has me listed as first, middle and last name) so at this point I called GEICO she proceeded that wasn't the reason and said that they run my report and it listed a violation that happened in 2013 I asked how are you going to give me a rate and charge my card first shouldn't that report have been ran before you gave me qoute and if there was a change in price shouldn't I have been asked if I still wanted to continue with purchase. So I told I wanted to try some different qoutes to see if I can find something cheaper she said she would hold the application in case I wanted to proceed. Later I checked my balance before I made a purchase and noticed my account was $635. less than it should be when I called the bank they told me there where 2 charges pending from Geico one for $207.62 and another for $427 I called Geico back and inquired and was told that they realized I used to have GEICO years ago and they found an old bill for $427. and in order to start a new policy that bill had to be paid first. Again I asked how are you charging my card without my authorization, I was never told there is a old bill over 3-5 years old and before they can start this policy that this bill would first have to be paid so my card was charged 2 charges that I gave no authorization and was told they could not refund because on line there is something that says that the charges may be different than qouted and as far as the past due bill I owe them that money so that gave them permission to charge my card. I was never notified of any charges to my card until I called bank.Desired Settlement: First all reports should be ran before qoutes are given and if there is a reason that there is a change in amount than originally qouted client should reserve the right to decide whether or not to continue with the purchase. If there is a past due balance customer should be notified first and try to settle and resolve the matter first nothing should ever be charged to someone card without there knowledge let alone there permission.

Business

Response:

June 13, 2014Dear [redacted]:Thank you for your June 11, 2014 e-mail regarding [redacted]s complaint. [redacted] asked that I respond on his behalf and I welcome the opportunity.**. [redacted] has spoken with our management staff regarding this complaint. It has been explained that when she went on line to request an insurance quote she had several disclosures to read and accept. One disclosure was that the original quote was based on the information she entered in the online application and the premium could change if we discovered undisclosed accidents or convictions after pulling motor vehicle and accident reports. We do not pull any reports unless an applicant accepts the original quote. Once we pulled the reports, we discovered an unrevealed conviction which increased **. [redacted]s premium. **. [redacted] decided she would not accept the policy at the higher premium; therefore, we provided her with a refund for the total amount she paid for the new policy.Another disclosure states we must collect any earned premium owed to GEICO from a previous policys) prior to issuing a new policy. We discovered **. [redacted] owed a balance on her prior GEICO policy due to a check she presented to us being returned by her financial institution for insufficient funds. We collected that balance in accordance with our business practice.I hope this information has been helpful. Please contact my associate, [redacted], at [redacted], extension [redacted], if you have further questions regarding this matter.Sincerely,

Review: ON JULY 28 AT 8 AM I WENT OUT TO MY CAR AND I SEE MY VANDALIZED. RIGHT A WAY I CALL MY INSURANCE GEICO CLAIM DEPARTMENT AND TOLD THEM WHAT HAS HAPPENED LAST NIGHT. THEY OPEN MY CLAIM AND I CALLED MY FRIEND WHO WAS A X MECHANIC. HE CAME OVER TOOK LOOK AND THEN WE BOTH WHEN OUT AND BUY ALL THE PARTS AND PUT IN. THE INVESTIGATOR FROM GEICO CAME IN SEPTEMBER. LOOK EVERYTHING OVER AND HE SAID HE WILL GET BACK TO ME IN THE NEXT FEW WEEKS. I HAVEN'T GO ANY CALL FROM THEM SINCE. I CALL SERVER TIME AND LET MESSAGES FOR THEM LOTS AND LOTS OF TIME. I DID NOT GET BACK ANY RESPONS NOT EVEN ONE. THIS IS THE WORST INSURANCE EVER. I WOULD LIKE MY REFUND CHECK ASAP. I AM TIRED OF WAITING AND TALKING TO ANSWERING MACHINE.GEICO IS THE WORST INSURANCE EVER. I HATE YOUR SERVICE EVER. HATE YOU ADVERTISEMENT AND YOUR PEOPLE. I TELLING THIS STORY TO ALL MY FAMILY, FRIENDS, CO WORKS, AND EVERYONE ELSE.Desired Settlement: I WANT MY CHECK FOR THE PARTS AND ALL THE STUFF I BUY WITH MY MONEY SOON. I AM TIRED OF WAITING AND TALKING TO ANSWERING MACHINE.GEICO SHOULD GET THE WORST SERVICE AND CLAIM REWARD

Business

Response:

December 6, 2013

Dear **. [redacted]:

T[redacted] you for your letter of inquiry dated November 29, 2013. This was the first notification we received regarding **. [redacted]’s complaint which was submitted to your office on November 11, 2013.

**. [redacted]’s vehicle was vandalized and he had foregone the inspection and appraisal of his vehicle by a GEICO adjuster in order to expedite the repair of his vehicle to a drivable state. On November 12, 2013, GEICO completed a review of **. [redacted]’s supports, which included various invoices and photographs of the vandalized vehicle. The following day a check was issued to **. [redacted] to reimburse him for his repairs, less his $500 comprehensive deductible.

It appears that **. [redacted]’s complaint was submitted just prior to our review and subsequent payment. Upon receipt of this complaint, GEICO reached out to **. [redacted] to confirm whether he was satisfied with the outcome of his claim. **. [redacted] confirmed that he had received his reimbursement check and nothing further was needed.

If any additional information is needed, please contact [redacted], Claims Director at ###-###-####. .

Sincerely,

Review: I have full coverage insurance with Geico. My wife hit a raccoon with the car, and they are failing to cover the damage. They are even launching a full fraud investigation after we have given them pictures, drove 30 miles away to meet the adjuster at their request, given recorded statements, and have complied fully with all requests made of us. This see** a bit ridiculous to me for something as small as a cracked bumper from hitting a raccoon. We both have excellent driving histories, so I cannot understand the issue. I simply want the car fixed. It is still financed, and we would like to keep it nice.Desired Settlement: We simply want to have the car repaired. We pay for full coverage insurance for a reason.

Business

Response:

November 27, 2013

Months ago when I signed up with geico the agen told me a different price than what I was charged. I enrolled for recurri g payments solely on the misleading statement she stated. I told her I got direct deposit on the first of each mo th and wouldnt be able to pay on the date she stated because there woulnt be any funds yet and she clearly stated to me to go online at Geico go to my account andsimply ask for a payment delay. I asked her if it would be every month she confirmed so I enrolled. So far up to this month it was working until yesterday. Last month I requested my account to stop automatic payments and even went as far as to change the credit card info to be sure that they wouldn't be able to take out the fee. Everything worked fine. Then last night around 10 pm I got online with them to see if they had erased my card info and the info was put back in the original form! So I went to all of the links to stop paymentand everyday link was grayed out and wouldnt give me the option anymore to edit my info. It actually had a message to me that clearly stated that the money was already in transfer and I couldnt stop it! It was only at 10:30 pm on the 31st of may. So I was irate. Ifeel as though they decieved me the whole time. Nothing was made clear to me and was misleading to get my payment. I would please like a refund from Geico if possible. I dont own the saturn any longer that was why I cancelled service with them last month. So they took two payments since I complained I believe. Thank you so much for taking the time to read this.

Review: Claim # [redacted] - [redacted] office issued two settlement checks - then [redacted] office stopped payment on said checks. Sent emails and phone messages in regards to getting the issue settled , to no resolve.Desired Settlement: Prompt Complete replacement settlement, for both totaled vehicles - Loss of use and returned check fees

Business

Response:

June 3, 2014Dear [redacted]Thank you for your letter of May 18, 2014 regarding [redacted] claim.This loss occurred when the driver of our policyholders vehicle struck [redacted] parked and unoccupied van pushing it into a parked and unoccupied truck, which was also owned by [redacted] originally received two checks from us; both of which subsequently were stop paid as they were issued in the wrong amount. [redacted] had deposited the checks prior to the stop pay being enacted and he incurred returned check fees from his bank. On May , 2014 our auto damage adjuster settled the total loss claims for both vehicles with [redacted]. Payments were issued in the amounts of $2077.49 and $2770.80 respectively for each vehicle. These figures represented the actual cash value of each vehicle, plus an agreed upon loss of use and reimbursed bank fees. Both checks were cashed by [redacted] on May 13, 2014.If you have any questions, please feel free to contact [redacted] Claims Director, at [redacted], extension [redacted].

Review: I cancelled my auto payment with GEICO and now they want the policy paid in full, so in other words if I don't provide my personal account info such as a credit card number, bank account numbers or debit card numbers for auto payment, I'm hustled to pay the policy in full. I provide for a family of 4, not GEICO. I feel I'm being taken advantage of by a multimillion dollar corporation that only trusts money and not their customers. Unfortunately, this is my first and last experience with GEICO.

Thank you allDesired Settlement: please adjust the billing, 1 payment in August and the final payment in September. Then we are done doing business

Thank you all

Business

Response:

Attached is our response to Complaint ID [redacted].

Review: I need to pay my medical billsDesired Settlement: I had a car accident on 01/24/2014. It was hit and run. The impact was so bad that I was taken to hospital. As up today 02/04/2014 geico is not giving me any refund

. I can't even pay myedicsl bills and I end up paying them 500. The agent asked me to go to police station and tell the police to call him. I dint know why he's working.

Instead of spending money on stupid commercials they need to take care of clients

Business

Response:

February 12, 2014

Review: The company would not honor legitimate auto insurance quote.

In September, I got an auto insurance quote from Geico's online link that is designated for current Geico policyholder who has high education degree and stable income, which I am. In October, I tried to call in to buy this policy before my current Geico policy expires. However, Geico would not honor this quote, saying I'm currently Geico policyholder, which disqualifies me from buying a new quote. This denial of service is clearly in conflict with its own online quote policy that is open to current policyholders. I wasted over an hour online to get the quote, then 2 hours on the phone talking to the service reps.Desired Settlement: I demand that Geico apologize for their misconduct in their business practice, and honor the quote they made to me.

Business

Response:

November 14, 2013

Dear [redacted]:

Thank you for your November 11,2013 c-mail regarding [redacted]'s complaint. [redacted] asked that I respond on his behalf and I welcome the opportunity.

A review of **. [redacted] 's policy shows, subsequent to his complaint to your office, **. [redacted] has contacted our Customer Service Department and resolved the issue to his satisfaction. We sinccrely apologize for any inconvenience we may have caused him.

I hope this information has been helpful. Please contact my associate. [redacted], at ###-###-####, extension [redacted], if you have further questions regarding this matter.

Sincerely,

Review: Our policy number is [redacted] with geico insurance and the policy was canceled due to non payment. We had it set up on a bank draft with the same card as always ending in [redacted] since 2012 . In February 2014 I called to add a 1988 [redacted] van to the policy. at that time they changed my card info to one of their other customers credit card numbers and payed my insurance for March 2014 for 217.00 once there customer found out his insurance had not been paid they reported their card stolen and they canceled my policy maybe and told me there was nothing they could do but I could pay 400 dollars in reinstatement fees if I wanted insurance back with them. The march payment did not come out of my account. they charged someone else and canceled me for there mistake!! WOW!Desired Settlement: The 217.00 to be returned to who Evers card they stole it from. We want our insurance reinstated and current and all this fixed!

Business

Response:

May 23, 2014 Dear [redacted],We received your correspondence dated May 18, 2014, regarding the abovenoted complaint. We have not included any personal identifying information in our response as you requested.On February 26, 2014, the Consumers spouse requested to add a 1988 [redacted] Van to their policy. Our records reflect that at the end of this phone call, we transferred her to our automated system, at which time she changed the credit card used for their automatic payments. In order to authorize this change, she was required to enter the complete credit card number, the billing zip code, and confirm that that she understood future payments would be processed from that card.An automatic payment was subsequently processed from the new credit card on March 13, 2014. That payment was not disputed. On April 3, 2014, we sent the Consumer an automated email reminder to advise him that his renewal payment would be automatically processed with the card ending in [redacted] on April 13, 2014. On April 13, 2014, we attempted to submit the Consumers renewal payment of $220.87; however, the payment declined due to the card being reported as "Stolen.”On April 14, 2014, we notified the Consumer of the declined payment via e-mail. On April 15, 2014, we mailed and e-mailed a cancellation notice to the Consumer. We did not receive payment, and the policy subsequently cancelled for non-payment of premium. On May 21, 2014, we contacted the Consumer regarding his concerns, but he declined to speak to us. We regret that we are unable to reinstate the policy without a lapse since it cancelled for non-payment of premium. We trust this information is sufficient to allow you to close your file. Please call [redacted], Customer Service Director, at ###-###-####, if you have any further questions.Sincerely,