Geico Corporation

Review: Recently my 18 years old son got his driver's license for the first time in Texas. I just received an email from Geico informing me that they received information from a consumer reporting agency, it appears to them that he may be a licensed or permitted driver with my address listed as primary address. It suggested me to get a quote from Geico and added a link, simply log in at service.geico.com. I just wanted to get a quote from Geico while shopping other insurance company as well. At the final page of the insurance quote, Geico gave me 2 options. Open 1: Save Quote and option 2: Finalize Changes. Once I received the quote, I selected option 1: Save Quote and as soon as I selected this option, I received the confirmation that Geico has added my son to my policy.

I attempted remove him from my policy and received another email from Geico as follows: We understand you were only requesting a quote to add [redacted], and you would like to remove him from your policy. Since your policy automatically extends coverage to relatives in your household and regular operators of your vehicles, [redacted] was added as a covered driver. Before we can remove him, we just need proof that he has other insurance.

I called Geico, spoke with Megha who told me the same that they cannot remove him until I fax them proof of aother insurance which is not fair. I just wanted to get a quote and they added him to my policy without my permission which is cheating with customer. I am extremely unhappy and told her that I will switch my Insurance Company completely. The way she replied, it didn't matter but she couldn't remove my son from the policy until I fax them proof of other insurance.Desired Settlement: I just want to remove my son from my policy without giving them proof of other insurance as I told them that my son will be going to college from this Fall and we are not sure whether he will stay at home with us or boarding in the dorm in which case he may not need to drive. Or if he stays home, he may buy a car and get his own insurance but we haven't made the final decision as yet. I am just in the process of shopping for car and insurance for him. So I would like to get him removed from my policy.

Business

Response:

July 16, 2014Revdex.com

Attn: [redacted]

1411 K St. NW, 10th Floor

Washington, D.C. 20005-3404

Re: [redacted]

Case No. [redacted]

Dear **. [redacted]:

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

**. [redacted]’s policy contains the Family Auto Policy Contact, form number [redacted]. 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.a. and 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 purposes. However, 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 8:00 am to 4:30 pm CST or by email at [redacted].

Sincerely,

Patti K[redacted]

Underwriting Manager

Enclosures

Cc: [redacted]

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: I never intended to include my son in my policy at the first place and I was just trying to get a quote. I do not have time to go through this hassle. Their website is very misleading and I am a very dissatisfied customer. I think this type of policy is not a good business practice, it is deceptive and I am in the process of switching company.

Regards,

Review: I started my policy with Geico in June of 2013 and started having issues August of 2013. I took my account off of direct deposit because I just personally like to manually take care of my bills. after I took it off of direct deposit, I payed my bill right there with the agent. the next day it hit my account. next day, they hit my account for the same amount twice. I called them and asked them to reverse, and told them that one has hit and the other is pending. They told me they need proof. They couldn't talk to my bank because of their policy, so I screen shot them my account with the pending and the other transaction showing and the other irrelevant charges and my balanced blocked off because its my personal business. They told me that the couldn't refund me because they needed to see what was in my account balance. I told them absolutely not and she said that that's all they could do. I called my bank and told them to block the pending charges which they did. problem solved so I thought. the hit my account the next day for the 3rd time. At this time I was fed up. I called my bank and told them to do it again. Then I called Geico to cancel my policy. Agent told me she was gonna give me a refund and it will be in the form of a check in 2 weeks. Now I got the check and its half of the amount they were supposed to pay me. I am furious with Geico. I would NEVER do business with them again. If you like your money, DO NOT GO WITH GEICO BECAUSE THE WILL STEAL IT.Desired Settlement: I will like to get the full refund that they said they would send me. P.S. I have an email in writing stating the full amount of what they orginally going to send me

Business

Response:

August 28, 2013

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.

**. [redacted] purchased an auto policy via our website on June 4, 2013. She chose a monthly payment plan that required recurring payment enrollment to start and maintain the plan.

A confirmation of enrollment was sent to **, [redacted] on June 5, 2013 (copy enclosed),

The letter stated “To terminate automatic payments, you must notify us by phone at least three (3) business days before your next scheduled extraction to prevent payment processing.”

A schedule of automatic deductions from, her account was also sent on June 5, 2013 (copy enclosed). The notification advised a payment could be postponed if requested 3 to 11 days prior to the scheduled extraction.

**. [redacted] contacted our Service Department on July 7, 2013 stating she wanted the premium payment drafted on July 5, 2013 reversed. We advised the premium payment was drafted as scheduled and could not be reversed.

**. [redacted] signed in to our website on August 4, 2013 to disconnect the automatic payments and to make a premium payment. The automatic payments were disconnected as she requested. However, the premium payment scheduled for August 5, 2013 could not be stopped since the request was made less than three days in advance of the payment date.

We attempted to contact **. [redacted]'s bank on August 6, 2013 to verify both payments cleared her account in order to refund the second premium payment. The bank advised us they did not allow that type of verification. We asked **. [redacted] for a running bank statement to prove both payments cleared her account. We received a bank statement showing both GEICO payments, one had been processed and the other was pending. Since the balance after each payment was not provided, we could not send a refund.

The policy was canceled effective August 10,2013 as requested by **. [redacted] on August 9, 2013. At that time, the refund was calculated for $177.55 based on both payments (copy of email enclosed).

The August 5, 2013 payment was returned to us by **. [redacted]’s bank for insufficient funds on August 13, 2013 and a penalty charge of $20.00 for the returned check was assessed. The refund amount was recalculated: $177-55 minus $97,17 (returned payment) minus $20.00 (penalty fee) equals $60.38.

The refund amount of $60.38 is correct. A Statement of Account and the policy log of contact with **. [redacted] are also enclosed.

If you need additional information please contact [redacted] by telephone at ###-###-#### or by email at [redacted]

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: They are not telling the truth. I understand that the at least 3 days to terminate automatic payments however, the 97.17 was not sent back due to insignificant funds. It was sent back because I told my bank to bloke the 2nd payment. Now they are trying to take the 97.17 (payment for August) out of my refund check when it already came out of my account the first time. I showed them were it hit my account already and where it was pending. The pending charge got rejected. Along with that the $20 penalty fee came with that when once again it wasn't my fault why they hit my account 3 times. THey wanted to know the balance in my account and I felt that was too much of my personal business being put out there for anybody to see. They dont need to see whats in my account they just needed to take the 2nd pending charge off and refund me the money. If they would have just done that then I would have still been their happy customer

Regards,

Business

Response:

September 10, 2013

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.

**. [redacted] canceled the policy on August 9, 2013 effective August 10, 2013. At that time, the refund was calculated as $177.55 based on both payments clearing her bank,

**. [redacted]'s bank returned one of the payments on August 13, 2013, The bank advised the reason for return was insufficient funds and a penalty charge of $20.00 for the returned check was assessed. The refund amount was recalculated: $177.55 minus $97.17 (returned payment) minus $20.00 (penalty fee) equals $60.38.

Since one of the payments was returned, we cannot refund a payment we did not receive and the refund amount of $60.38 is correct. However, due to confusion about the automatic payment plan, we are refunding the $20.00 penalty fee for the returned payment. A refund check in the amount of $20,00 will be mailed to **. [redacted].

If you need additional information please contact [redacted] by telephone at ###-###-#### or by email at [redacted].

Review: I had co-op apartment insurance with GEICO Insurance Agency, Inc, [redacted]. Customer Service [redacted].

Policy Number: [redacted].

I paid for the insurance term of Sep 25, 2011 – Sep 25, 2012. I decided not to renew my policy for the next year. So when Sep 26, 2012 came around; the contract between me and GEICO/[redacted] should have been voided for non-payment.

Is there a law that requires consumer’s to continue with an insurance company even if they no longer want to use that particular company? If so, then consumers would be obligated for the rest of their lives.

GEICO/[redacted] seems to think so!

On Oct 18, 2012, GEICO/[redacted] sent me a letter and notified me that the policy would be cancelled as of Nov 7, 2012. In essence, GEICO/[redacted] should have used the date of Sep 26, 2012 because the policy ended on Sep 25, 2012. I didn’t think much of the date and really didn’t pay attention to it because the policy was cancelled.

GEICO/[redacted] uses this deliberate tactic of using a more advance date for cancellation as a retaliation tool for customers who don’t renew their policies.

On Mar 6, 2013, I received an e-mail from GEICO/[redacted] demanding that I pay $299.00 for insurance from Sep 26, 2012 – Feb 7, 2013 or they would contact a collection agency.

On Mar 7, 2013, I contacted GEICO/[redacted]) and explained to her that I had received a threating e-mail from GEICO/[redacted] demanding payment for services non-rendered. In addition, I told [redacted] that I had a cancellation letter from GEICO/[redacted] and that I would fax or e-mail it to her. [redacted] informed me that she didn’t see a cancellation letter in her records, but that it wasn’t necessary.

[redacted] asked me if I had used another insurance company and I explained to her that this wasn’t the issue. The issue was demanding payment for services non-rendered by GEICO/[redacted]. In the end, [redacted] assured me that the issue would be taken care of and that the threating e-mails for payment wouldn’t be sent anymore.

On Apr 7, 2013, I received a notice from the [redacted] demanding payment of $299.00.

On Apr 8, 2013 at about 08:05am, I contacted Credit Collection Services and spoke to [redacted]. I informed her that I was faxing over a copy of the letter GEICO/[redacted] had sent me on Oct 18, 2012 cancelling the policy. [redacted] informed me that her company would review the letter and forward it to GEICO/[redacted].

On Apr 8, 2013 at about 08:30 am, I contacted [redacted] (GEICO/[redacted]) and explained what has transpired over the last few months. I asked if I could fax over the letter from GEICO/[redacted], dated Oct 18, 2012 cancelling my policy and she stated it wasn’t necessary. [redacted] asked me if I had used another insurance company and again I explained to her that this wasn’t the issue. The issue was demanding payment for services non-rendered by GEICO/[redacted].

[redacted] (GEICO/[redacted]) put me on hold for several minutes to talk with other offices within GEICO/[redacted] about the issue. [redacted] then informed me that GEICO/[redacted] would back date the policy to Sep 26, 2012 and that I wouldn’t be required to make a payment.

[redacted] (GEICO/[redacted]) also went on to say that it would take a few weeks to correct the problem and that I should ignore any letters sent by the collection agency. However, as I explained to [redacted], the collection agency is going to put derogatory information in my credit reports.

I have spent the last 35 years of my life ensuring my credit reports are spotless—I have never been late or missed a payment.

I have spent a few frustrating hours dealing with this issue, calling people, and now writing to your agency. This is why earlier in the letter I used the term retaliation tool for customers who don’t renew their policies.

GEICO/[redacted] is deliberately using this ping pong tactic in the hope that I will get frustrated and make payment of $299.00. I can assure you, if I was to make the payment GEICO/[redacted] would correct the issue immediately and the collection agency would immediately stop sending me letters.

As a consumer, I need to know what rights I have and what recourse can I take.Desired Settlement: I shouldn't be required to pay for an insurance policy that was cancelled in the first place and an apology.

Business

Response:

April 18, 2013

Dear [redacted],

Thank you for the oppurtunity to address your complaint to the Revdex.com. GEICO Insurance Agency, Inc. is a sales and service agent for [redacted]. As such, we are required to abide by their underwriting guidelines for new and renewal business.

That said, I have reviewed your account and have been advised that [redacted] has agreed to backdate the cancellation of your referenced homeowner policy, [redacted], effective September 25, 2012. There will be no premium owed on your policy.

I apologize for the inconvenience you have endured and hope that this resolution is adequate and meets your expectations. We hope to assist in your insurance needs in the future.

Sincerely,

GEICO Insurance Agency, Inc.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I have been with Geico Auto Insurance for several years now. Everything was going fine. I been paying monthly due amounts on time and never missed a payment. I have also been accident free for a while. Last year I was on my way to canada for family vacation and I was pulled over, where I recieved a ticket, it involved a moving violation (switching without signaling), resulted in a fine that I paid and 2 points on my clean drivers license (originally I had 0 points). Sometime early this year, around Feb I was parked and another vehicle hit my parked, unoccumpanied car. I had reported the claim and about a MONTH later I was paid to have the car fixed. Again, the car was parked when it was hit, geico was provided a police report for proof. Since then everything has been going well, comes late July, I get a notice from Geico that they wont be able to renew me cause "I am a HIGH RISK customer"!!!! Mind you not, I only had 1 accident!! and 1 ticket! high risk?!?!? are you kidding me?! I payed thousands of dollars to geico over the years, thats disgusting how they are treating me after all this time I been a loyal customer.Desired Settlement: All I would like is for geico to renew my policy for the years 2013-2014, policy number [redacted]. We have been always careful driving, we have taken the defensive driving class in 2011, any time we had an accident in the past 5 years it was 0% negligence on our behalf - it was someone else hitting our car while it was parked. It really dissapointing that after all this time we have been a loyal customer and we are getting kicked off the insurance. For further details please call me at ###-###-####. Thank you

Business

Response:

September 5, 2013

Revdex.com of Metropolitan Washington DC and Eastern Pennsylvania 1411 K St. NW, 10th Floor Washington, DC 20005-3404

Attention: [redacted]

Re: [redacted] Case ID: [redacted] Policy#: [redacted]

Dear **. [redacted]:

This will acknowledge receipt of your September 3, 2013 inquiry regarding the above referenced private passenger automobile insurance policy.

[redacted] and [redacted] currently insure one vehicle under the above policy, which was established on September 23, 2010.

On July 27, 2013 the policy was reviewed by our Underwriting Department, and the decision was made to non-renew the policy due to the overall accident and conviction history reflected on the policy. A notice of non-renewal was subsequently mailed to the address on file on July 29, 2013 indicating that the policy is hereby terminated as of 12:01 AM on September 23, 2013. A copy of the notice of non-renewal indicating the reasons for termination, and its proof of mailing are included for your review.

Since there appears to be no valid complaint against GEICO, we ask that this be removed from our record.

If you require further assistance with this matter, please contact the undersigned at ###-###-####.

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:

As you can see there was only 1 accident which was ruled by NYC police department as not our fault due to the vehicle being parked. Summons was also reduced to moving violation-which resulted to 2 point on license for [redacted], not [redacted]. It's rediculous that after years of continue service a big company such as Geico would not renew our policy, which was always in good standing with monthly dues.

Regards,

Business

Response:

September 10, 2013

Revdex.com of Metropolitan Washington DC and Eastern Pennsylvania 1411 K St. NW, 10th Floor Washington, DC 20005-3404

Attention: [redacted]

Re: [redacted] Case ID: [redacted] Policy#: [redacted]

Dear **. [redacted]:

This will acknowledge receipt of your September 9, 2013 follow up inquiry regarding the above referenced private passenger automobile insurance policy.

Please be advised that GEICO’s position on the matter remains unchanged. As stated previously, the decision was made to non-renew the policy due to the overall accident and conviction history reflected on

the policy.

Since there appears to be no valid complaint against GEICO, we ask that this be removed from our record. If you require further assistance with this matter, please contact the undersigned at ###-###-####.

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:

That's still unacceptable, "conviction" as you say is merely a moving violation, And accident as stated earlier was determined non-fault as the car was parked. I will market to everyone I KNOW of how crooked Geico is. So going forward its the people and not the geico who will choose to not renew with you! Disgusting company, I will never pay a dime to be with your company.

Regards,

Review: I called geico insurance because I had to have a SR-22 and and SR-50 to get my licence back and this company was a listed company that does this. I was quoted a price of $216.00 for a 6 month policy I told the Licenced insurance agent that I was speaking with to go ahead and lets get the policy started so she ran my credit card and then go the rest of my information and then ran a BMV report and she came back on the phone and informed me that with my driving record that she could not give me the insurance for the $216.00 it was going to be $456.00 for the 6 month policy I told her this was fine and asked if I could pay 3 months now and then pay the rest in three months she told me this was ok. I told her to go with the policy with the understanding that the policy was going to be writtin at the $456.00. I got a bill dated june 11, 2014 for $432.61 that was suppose to be the rest of the $456.00 the bill should have be $216.00. I paid them $240.00 the day the policy started. I called them and they informed to me that per my driving record they could not give me the policy for the $456.00 but now it was going to be $673.57 I was told the day I signed up for the policy that my driving record was already taken into the consideration of the amout they was charging me I fill that they know if I cancel my insurance I will lose my drivers licence and so they are just adding what they want to the bill. I asked them for a refund and they told me I would only get the $25.00. They know that If I swithced companys I would have to pay for the SR-22 and the SR-50 again I just dont think that they are treating me like any other customer. I understand that when you are quoted a insurance policy it could change when they pull the BMV but in this case she pulled the report the same day and told me because of the report it was going to be the $456.00 and not the 216 she had quoted to me.Desired Settlement: I would like a full refund of the money that I have paid into the policy they should have told me the charges up front.

Business

Response:

July 2, 2014

Review: I PURCHASED A POLICY WITH GEICO, EFFECTIVE DATE 06/07/2013. POLICY COVERED LIABILITY, UNINSURED MOTORIST, PROPERTY DAMAGE, DAMAGE TO MY AUTO, COLLISION, TOWING AND LABOR, EXTENDED TRANSPORTATION EXPENSES, AND MECHANICAL BREAKDOWN. PAID THE POLICY IN FULL IN THE AMOUNT OF $615.46. RETURNED ALL REQUESTED INFORMATION IN ORDER TO HAVE THE 2013 CHEVROLET TRAVERSE REGISTERED IN THE STATE OF NORTH CAROLINA. RECEIVED AN EMAIL RENEWAL NOTICE AND PAID THE AMOUNT. NO CHANGES WERE MADE OR DELETED FROM THE ORIGINAL POLICY. HAD AN ACCIDENT ON DECEMBER 13, 2013 AND REPORTED IT TO GEICO TO BE TOLD THAT I ONLY HAD LIABILITY. ACCORDING TO GEICO, THE FORM WAS MAILED TO MY RESIDENCE ON 11/02/2013 BUT WAS NEVER RECEIVED. I RESPONDED TO THE EMAIL RECEIVED. SPOKE WITH SEVERAL INDIVIDUALS FROM GEICO AND [redacted] FAXED THE CONSENT TO RATE CHANGE ON 12/16/2013 (WITH THE EFFECTIVE POLICY DATE OF 12/07/2013). TODAY GEICO INSISTS THAT THE COLLISION PORTION OF THE POLICY WILL ONLY BE IN EFFECT FROM THE DAY THE FORM WAS RECEIVED (12/17) WHEN IT WAS FAXED AND RECEIVED BY GEICO ON 12/16/2013. GEICO IS ADDING INSULT AND INJURY TO AN ALREADY DIFFICULT TIME IN MY LIFE. AS A CONSUMER, IN GOOD FAITH, I COMPLETED AND RETURNED ALL REQUIRED FOR** WHEN REQUESTED. I RECEIVED AN EMAIL CONFIRMATION FROM THE UNDERWRITING DEPARTMENT NOTIFYING THAT ALL FOR** WERE RECEIVED. I WAS NOT AT FAULT FOR THE ACCIDENT THAT OCCURRED ON 12/13/2013. I WAS HIT FROM BEHIND BY A CAR AT 55 MPH. I NEED GEICO TO HONOR MY FULL POLICY. I NEVER RECEIVED THE FORM NOR DID CUSTOMER SERVICE NOTIFY ME WHEN I SIGNED THE INITIAL FORM THAT THIS IS A REQUIREMENT EVERY TIME I CONTINUE COVERAGE. THIS IS A NEW VEHICLE. GEICO IS NOT BEING HONEST ABOUT THEIR POLICY COVERAGES NOR IS CUSTOMER SERVICE, THE CLAI** DEPARTMENT, OR UNDERWRITING PROPERLY TRAINED TO KEEP COVERAGE ENFORCEMENT. AS AN EDUCATOR, IT IS VERY DIFFICULT TO LOOSE MONEY AND TIME FROM WORK UNNECESSARILY. THIS STRESS IS MAKING MY PHYSICAL PAIN WORSE!Desired Settlement: I WANT GEICO TO ADD THE INITIAL COVERAGE AND PROVIDE WRITTEN DOCUMENTATION OUTLINING THEIR CORPORATE EXPECTATIONS AND WHAT IS EXPECTED OF ME EVERY TIME I PAY THE RENEWAL. I NEVER RECEIVED THE DOCUMENT AND THEY NEVER TOLD ME THIS UNTIL I PLACED A CLAIM. THE RENEWAL THAT I PAID DID NOT COVER THE PREVIOUS COVERAGES I SIGNED FOR. I NEVER REMOVED ANY COVERAGES. SO, WHERE DID THEY RECEIVE AUTHORIZATION TO TAKE THE COVERAGE AWAY. EMAIL NOTICES NEVER INFORMED ME THIS FORM NEEDED COMPLETING OR PROMPTED ME TO VISIT THE WEBSITE FOR THE FORM, AS A NORTH CAROLINA RESIDENT. THIS IS WHAT EVERY DEPARTMENT HAS PREACHED. I NEED MY COVERAGE IN ORDER TO OBTAIN A RENTAL, UNTIL THE PERSON WHO HIT ME, INSURANCE COMPANY FOLLOWS THROUGH. THAT WAS ALL I ASKED OF GEICO. ACCORDING TO THEIR WORKERS, THEY HAVE NO PRESIDENT'S OFFICE, ETC. TO PHONE AND PLACE A COMPLAINT WITH. WHY?

Business

Response:

December 24, 2013

Review: Due to Geico's mistakes I was forced to pay $411.82 in PIP coverage I did not elect for, and am also now forced to pay a higher premium.

I began my policy([redacted]) with Geico on 2/28 with a salesman named [redacted]. After speaking at length about my options within my budget I was told for a full coverage policy, with $500 detectables, I would need to pay a down payment of $302.18 and I would have payments of $175.15 a month after that. I agreed and was told my policy was setup and that I needed to get my car inspected etc. to ensure my policy was active. I did everything that was instructed for me to do, at that time I was very pleased with my coverage, though it was more than I wanted to spend, it was less than other companies. After two weeks passes I received a cancellation notice for non payment. I called customer service to inquire how this could be. I was informed that it was a mistake the PIP coverage went back up to the highest amount and it would be changed back. At this point both sales and customer service reps failed to inform me that I needed to sign a waiver to avoid this from happening. I made my next payment in March. The regular amount, so I had no reason to suspect I was being over charged for extra coverage . At this point I found out I was pregnant and was in and out of the hospital for the next couple of months due to complications. This is relevant because fighting back and forth with my insurance company about a waiver is the last thing I should have been doing. During this two month period I called twice to regular customer service reps because I had received cancellation notices, which didn't make sense since I hadn't missed a payment. After calling the next rep I was told I needed to sign a waiver, for the first time, for PIP. I was also told that my owed balance would return to zero after the waiver was processed and the PIP coverage was taken off. There was no discussion that this was time sensitive as I was being charged everyday for coverage I did not elect for. I was unable to login to the website, after several attempts I decided I would have to call for assistance. The waiver was in the back of my mind as I was in the hospital again. On 4/8 I called customer service again to deal with the cancelation notice, though this time I knew why. She also stated my balance would be back to the regular amount owed after signing this. Loging in in to sign the waiver wasn't there, She stated that the waiver expires after two weeks. She made a new one and I signed it with her on the phone to make sure it processed. I then wanted to pay my balance, which still included the extra charges. She said I had to pay for the PIP coverage from 2/28-4/9 a total of $411.82. I was outraged and asked for a manager. I received [redacted], who was exceptionally rude, after I spoke with him and explained that I was never informed that I had to sign a waiver when I started my policy he replied that "we aren't calling you a liar, but a lot of people do this to avoid paying for PIP." I asked him to pull the call record and listen, I wasn't lying. He said that their calls are saved for two weeks. After talking to him for at least 45 mins I said I would call back. I asked him to review emails between [redacted] and I, showing me asking him what all I needed to do for further discounts etc. Why would I be doing all of that, meanwhile not signing a waiver that was required?! It didn't make sense and was obvious I wasn't told about it. I then spoke to [redacted] a manager on 4/11 who said he would speak to [redacted] and investigate the matter further "giving no guarantees [redacted] would be available to help research things. I will call you back within two hours." Needless to say he never called. I was again in the hospital that next week, however this issue was still on my mind. I called on 4/24 and spoke to [redacted] who told me there was nothing that could be done. Completely frustrated and beyondDesired Settlement: I wanted to be refunded for the PIP coverage I have paid, as this is Geico's fault I wasn't informed that 1. this waiver needed to be signed when starting my policy. and 2. for the ridiculous raise in my coverage to be reduced back to my initial quote on 2/28. At this time I can only afford to have liability. I had a laps in coverage because I was behind due to the PIP I was forced to pay in order to keep my policy. Then my policy was canceled when I was making two payments a month for an am

Business

Response:

August 6, 2013

Revdex.com

Of Metropolitan Washington DC and Eastern Pennsylvania

1411 K St. NW, 10th Floor Washington, DC 20005-3404 USA

Attention: [redacted]

Re: [redacted]

Case#: [redacted]

Policy #: [redacted]

Dear **. [redacted]:

This will acknowledge receipt of your request regarding the above named insured’s private passenger automobile policy. I have carefully reviewed the matter and my findings are as follows:

In **. [redacted]’s correspondence to your organization she expresses concern that she paid additional premium over what she was quoted at the sales stage due to GEICO’s error. She also alleges that GEICO agents neglected to inform her of a form that she needed to complete and referred to the incident as a “mistake”. She has requested that the policy premiums be reduced to what they were when she first purchased the policy and that GEICO refund her for coverage that she did not want.

GEICO’s records show that **. [redacted]’s purchased her policy On February 27, 2013 to be effective February 28, 2013. The policy was purchased with a six month premium of $1148.70 under the stipulation that **. [redacted] complete and sign a coverage selection form as required by New Jersey Department of Insurance regulation to carry coverage lower than the state default. It is required that the form be signed (this can be done online, via fax or mail) prior to the start of the policy. **. [redacted]’s failed to complete the form and her coverage was altered to reflect the state default effective upon the policy start date.

The consequential endorsement to increase coverage triggered policy paperwork to be sent to **. [redacted] showing the change in coverage and increase in premium. The paperwork also included an explanation of the failure to complete and sign the coverage selection form along with a hard copy of the form to sign and return in order to lower the coverage and reduce the premium.

On April 8, 2013, **. [redacted] logged into her policy via GEICO.com and signed the coverage selection form resulting in the desired reduction in coverage and premium. She also called customer service when she was told that the change in coverage was not a result of GEICO error and that the premiums could not be retroactively adjusted.

It is GEICO’s position that all proper procedures were followed in the handling of the policy in question. The change in coverage and increase in premium were a result of **. [redacted]’ failure to comply with the requirement to complete and sign a coverage selection form to acknowledge her coverage. All New Jersey customers who choose a coverage limit less than the state default are advised of this requirement at the time of sale and receive paperwork when they fail to comply. No policy credits/adjustments are due. If you have any questions, or if GEICO can be of any further service in this matter, please contact me at ###-###-####.

Very truly yours,

Review: Geico pulled out funds from my checking account that they were never suppose to on the first of July 2013. Despite numerous calls including several calls involving my new insurer via two separate 3 way calls and my new insurance company faxing Geico ALL of my information proving that I have had active insurance with my new insurance company effective since June 26th 2013 twice now, I have yet to still receive my money back! Each time I call I get a hail of apologies followed with "the check is in the mail and to expect it within 5 - 7 business days", never receiving it with this going on for 3/4's of the month now! When I first called they have tried doing everything they could to back stroke their way out of giving me back my money including them telling me that I'll have to incur fees and that they'll not be able to give me back a full refund to that they are supposedly going to even pay me back to when I got insurance from my new Insurance Company, even though none of this was suppose to happen or any money be taken from me in the first place!Desired Settlement: All persons pertaining to this situation having to do with this, my account and Geico at the least be reprimanded if not perhaps fired and have my money given back to me via a cashiers check in my name or from them for the full almost $600.00 over night-ed via UPS Certified. Also Geico end up with a lowered score rating/prosecuted or something!

Business

Response:

August 9, 2013

I received a letter from Geico in May 2015 requesting I validate the licenses for myself and another person I had on my policy. I provided my license information and asked if anything else was needed. I was advised NO and that my account was in good standing. Fast forward to September; I received a letter from DMV stating I needed to validate my insurance information. I attempt to access my Geico account online and was unable to pull it up. I then called them and spoke with two individuals; the last named Gary was a manager. I was advised my policy had been canceled since June. I asked what was needed to reinstate it and was advised I needed to provide the other driver's information. I advised them to remove that person as we are no longer in contact and was then told I had to provide a bill showing that person's address or license information. I told them I am not comfortable asking for any personal information as we are no longer in contact with each other. I asked Gary why I wasn't advised the additional information was still needed at the time I provided mine and he had no response; he continued to refer to the only letter sent in May. I received no additional letters in the mail warning me that my policy would be or was canceled. I found out there was an issue only after receiving the letter sent by DMV. Gary spoke to me as if I was uneducated and outright dumb and I did not appreciate it. I've worked in call centers for years and it's customary that the employees advise you of anything that could potentially have negative impacts to your account prior to ending the call. In this case, I even asked if anything else was needed and was told NO. Gary escalated this again and I was told I'd get a call from the "manager line" within 48 hours; this was on 9/17. I didn't get a call until 9/23 from Marcia out of the Fredericksburg office; her manager is Kyle. She advised Geico is only required to send the one notification and acknowledged they did not send any notifications stating the policy was terminated. I had no issues with Geico until now. I can't believe that any company servicing clients don't have to notify people before they end the service. I'm appalled that I've been driving around without insurance with my 7 year old daughter and had absolutely no knowledge. I'm also shocked by the treatment received by Gary as well as this practice since it was in my opinion, Geico's error. Most companies will correct an error but not Geico; they aren't even making an effort. I received no apologies for their employee not providing me with accurate information and no remorse was expressed from any of the individuals I spoke with. I will never utilize their services again and will be sharing this with everyone I know in person and through social media. I hate to think of the bind I would be in had I been in an accident....

Review: The. Company keeps sending me a bill for no reason at all I got proof of everything thing I feel like they are hassling me for free moneyDesired Settlement: The look it what there doing

Business

Response:

Review: I'm an active client of Geico auto insurance. My car was involved an accident in [redacted] on Dec.22, 2012. I got a traffic ticket and a police report for the accident then I uploaded the images to Geico's online claim system.

On Feb.2 2013 I got a FR5 notice from ** DMV which asked me to pass the notice to my insurance company so my insurance company (Geico) can provide my auto insurance information to ** DMV. The notice said if I failed to do so my driver's license will be suspended on Mar.24, 2013.

I gave the notice to Geico accident claim person on around Feb.5th or 7th (1st to Geico) and he said he will fax the notice to the person in Geico who is responsible for FR5.

About one more week later (around Feb.15) I called Geico customer service number at [redacted] (2nd to Geico) to check the progress. I was told they failed to do it online. The Geico person said they will mail my auto insurance information to ** DMV instead.

In the week of Feb. 18 I called ** DMV (1st to DMV) to check if DMV got my insurance informatoin and was told they did NOT. Then I called Geico again (3rd to Geico) to let Geico do it ASAP. The Geico person asked me if I could get the fax number from ** DMV so Geico can fax my insurance information to DMV. Then I called ** DMV (2nd to DMV) and got the fax number and called Geico back (4th to Geico) telling them the fax number of ** DMV. This time I thought Geico should be able to deliver my auto insurance information to ** DMV. However I was wrong.

Yesterday (Mar.7) I called DMV (3rd to DMV) to check if they got my insurance information or not and was told "no". Then I called Geico (5th to Geico) and asked why my insurance informatoin has not been sent to ** DMV. The Geico person said they failed with onlien filing and sent mail. I told him DMV has not got any information yet and asked him to fax it ASAP. I thought he did.

Today (Mar.8), I checked ** DMV again (4th to DMV) and was told that DMV still didn't get my insurance information. I had to call Geico (6th to Geico) and pushed them. The Geico person said they mailed to ** DMV on Feb.17 then I asked her to check if they mailed to a wrong DMV. She checked and said she could not find the information. Then She said she don't have my FR5 notice and asked me to fax the FR5 notice (the) to her. I did.

I supprise so much that Geico treats its client in such a way. Everytime when I called Geico to check the progree I have to repeat the story and tell them my informatoin such as my DOB, address etc. What I need Geico to do is just to send my insurance information to ** DMV office! But the reality is, it took about one month to get no information sent to ** DMV office!!!Desired Settlement: Geico need to explain why it takes so long time not to solve the simple issue (to send my auto insurance informatoin to ** DMV office) and to apologize.

Business

Response:

Response attached.

Review: This is an historical account of the events leading up to today concerning [redacted] filing GEICO Insurance claim 0328351500101110-01. The following events are true to the best of my knowledge concerning this claim. On May 5th 2014, claimant was driving on S Germantown Road after 10 pm and hit a pothole with the left front wheel. In an attempt to miss the pothole, claimant believes he may have hit the back right wheel as well. This fact was not realized until the next day when claimant was able to view tires in the light of the day. Claimant has driven down this road before, but did not take notice of any pothole hit prior to the events that occurred on or about May 5th 2014. Claimant contacted GEICO insurance thru mobile application, and filed a claim as well as submitted photos of the two tires in question. On May 6th 2014, claimant was driving vehicle and noticed a dragged or scrubbing sound that was not present prior to the hitting the pothole. Claimant knew it could not be the breaks because he had breaks and new rotors and drums installed on the vehicle about than 12 months earlier. In addition, claimant does not drive vehicle excessively and has driven on average less than 7,000 miles per year since the vehicle was purchased in 2008 while maintaining manufacture’s scheduled and routine maintenance efforts.

On May 6th 2014, claimant spoke with a GEICO associate and was informed that Ms. Amy Martin would be the claim adjustor and would contact me for damage review.

[MESSAGE} On May 7, 2014, I got a voice mail message from Ms. Martin, stating as follows: ‘Hello [redacted], this is Amy calling from GEICO getting your vehicle scheduled for inspection. I apologize we are a couple days out on inspections right now so it looks like Ive got you set first for Friday morning…you will be my first appointment Friday morning at your vehicle ..ah lets see..ahh…umm..at your sisters residence is on South Germantown road. I will give you a call at this number when I finish the inspection. If you have any questions in the mean time my number is 662-420-9214. Thank you’ ( actual digital audio message file available upon request) Ms. Martin called and left a message stating that her workload is pushing her 2-3 days out and she would come to the location of the vehicle Friday to review and would call me afterwards. Ms. Martin did not state that I needed to be there, so I felt that I listed the details on the claim clear enough for Ms. Martin to understand where the issues were that I had noticed since the events of May 5th 2014.

[MESSAGE] On May 9th, 2014, Ms. Martin left this message stating, ‘Hello [redacted], this is Amy from GEICO..wanted to let you know I did come by and see your Dodge Ram..the tire and the wheel damage on the vehicle. I see you have some prior damage on the front up there with rust and stuff so…there is a dent that’s near…{incoherent voice here}…that I have an appearance allowance which offsets your deductible and the old dent which will require replacement of the fender there..so, I wanted to try and help you out as best I could but the estimate is still below your deductible. Im gonna put a copy of the estimate and my business card in the mailbox at your sisters house. If you have any questions, you’re welcome to give me a call okay. Thank you so much, bye bye.’ In this message, Ms Martin made it very obvious to note that she had given me a gift by adding additional damage in and around the left front wheel damage that I claimed. However, she noted that even with the gift, I still did not meet the deductible of $500 and she stated she left the report in the mailbox. When I checked the mailbox and retrieved the report, I reviewed the details and noticed that she did not include all of the damage I listed on the claim. When I attempted to contact her, it was after 4:30pm and the call went to voicemail where I left a message outlining my displeasure with her report.

ON Monday May 12, 2014, I called Ms Martin at 662-420-9214 and asked her about the report while detailing that she did not include all of the damage noted on the claim. I asked her if she read the synopsis and itemization of the claim detailing not only the front wheel but also the rear wheel and the scrubbing noise. She said that it was not in the claim and she did not see it so she did not include in her estimate report. Ms. Martin then informed me that I should contact the city of [redacted] concerning repairs due to pothole damage to vehicle. I told her that the scrubbing noise and the rear wheel is in the claim report, and I have already verified with GEICO corporate that it was prior to contacting her today. She said she would contact Geico and would get back in touch with me. I asked her when would she get back in touch with me, and she stated within 24hrs. I expressed my displeasure, and told her I would be contacting Geico concerning this issue and told her I look forward to hearing from her in 24hrs. On Tuesday May 13th 2014, I waited till close to 5pm and had not heard from Ms. Martin concerning the claim report issue. I called her number and it went to voicemail where I left a message outlining my displeasure again and informing her I would be contacting Geico corporate concerning this issue. Geico corporate informed me that the procedure was to contact Ms Martins supervisor, Mr. Michael Dewerff. I called his number at 901-227-0268 but it rang excessively and cut the call off which occurred twice before I went to the Geico app and sent a written message to what I felt would be Ms. Martins supervisor group and addressed it to Mr, Dewerff in reference to Ms. Martin. In the message, I outlined my displeasure with Ms. Martin, and asked that he get in touch with me regarding this matter. At this point I reach out to City of [redacted] Public Works department concerning claims, and was informed that I should download the static claim form and to help expedite the claim processing submit the form with two repair estimates via fax.

[MESSAGE} However, on Wednesday May 14, 2014, I receive a message from Ms. Martin stating as follows: ‘Hello [redacted], this is Amy Martin from Geico. I see your complaint call in to the claims hotline. I appreciate your patience and giving me at least 24 hours to give you a call back. It is 9:30 am Wednesday morning I have a few minutes in between appointments and take a look at the claim. I do see where you reported the rear tire..the uhh…right rear wheel. Its hard for me to adjust my estimate. I would like for your vehicle to go thru a shop so we can handle a supplement. If you plan on repairing the damages yourself…then I would need to get with you …{garbled noise - incoherent voice message}…Thank you for your time and patience again this is Amy from Geico and my number is 662-420-9214. Also I do not believe I receive a receipt for your tire price difference. If you could get back with me regarding that as well. Thank you so much…bye bye’ ( actual digital audio message available upon request) Its at this point, I recalled her previous suggestion of contacting City of [redacted] Public Works concerning pothole damage, and the fact that she mentioned repair estimates in this message, and needing a price difference for tire pricing, that I went to two auto mechanic shops over the course of 6-7 hours to obtain independent repair estimates. [see attachment for Christian Brothers and Firestone Auto Care]

On Thursday May 15th, 2014, I contact Ms. Martin to submit the estimates per her suggestion and request via fax, but it errored out, and would not send. I call her number, and the outgoing message states that she will be out until 5-27-2014. This infuriated me, because she did not mention that she would be out on the voice message she left requesting information from me the day before. Its at this point, I contact GEico corporate again, and explain my frustration with Geico and the Adjuster. I then tell the cust service rep that I tried to reach Ms. Martins supervisor, but it just ranged and eventually hung up on me. The Geico associate then connects me with Mr. Derwerf, to which he says he will look into the matter and get back with me. He informed me that Ms. Martin told him that she told me an estimate and receipts for price difference of tires was needed. I told him I spent the better part of 7 hours getting two estimates from auto mechanic shops, and I cant submit to Ms. Martin because she is out till the 27th and she should have told me that when she left the message the day before. He told me he would order a supplement damage review. I told him I had the estimates per Ms. Martins instructions, and what should I do with these? Mr Derwerf said to give them to the next Geico adjustor performing the supplement.

[MESSAGE} On May 15th 2014, around 4:30pm CST, Mr. Derwerff leaves this message, ‘Hello, this is Mike Derwerff, Im the field supervisor with Geico I spoke to your earlier and said that id give you a call back. Im giving you a call back I have created a supplement assignment for Sam Parkins. Sam will be giving you a call to setup time that he can meet with you, and look at your additional concerns. Ahhh..I may need to look at a couple of things as well…Ahhh..get a VIN history, and theres a couple of other claims that I needed to look at..Ahhhh..Also while I was driving, I physically tried to turn across..just a line in the highway..just going 30-40 miles an hour trying to turn it hard enough where I could go over a white line with my left front and my right rear, and Im finding it pretty much physically impossible without ending up in the ditch. Uhhh, but youre welcome to..aahh…show your concerns to Sam. Sam Parkins is very knowledgeable about the repairs of vehicles. He’s…uhhhh….hell be happy to get a look at it and address your concerns. If you have any further questions, my number is 901-277-0268. Thank you..bye bye’ This message from Mr. Dewerf infuriated me so much I immediately called GEico corporate to detail how his condescending tone felt like an attempt to intimidate me rather than address a customer service complaint with one of his managed team members. Furthermore, Mr. Derwerf did not leave Sam Perkins number for me to call or inform me of a day or time he would be coming by to see the vehicle, which will be pertinent in a moment further down.

[MESSAGE] On Friday May 16th2014, before 9:30 am , Geicos supplemental adjuster per Mr Dewerf arrives unannounced and leaves this message. ‘Good morning, this is Sam with GEico. Umm..Im sitting outside your house. I arrived to inspect your vehicle. If you would, please return my phone call at 901-297-0163. Thank you.’ Sam knocks on the front door of the house unscheduled, and had it not been for me having a dog and the dog being in the house at the time of the knock, I would have never known someone was outside. So I go down, half sleep due to working late the night/morning before as I work in information technology consulting remotely. So I proceed outside and see the Geico vehicle in the drive way. I unlock my vehicle and retrieve some items from there. Sam tells me he is with Geico, and I start telling him about the issues im having with Geico so far. He tells me ‘so can we agree that we are here to resolve this?’ I respond by stating that ‘I would say resolve as much as gain some clarity.’ He then tells me he has already completed the inspection, and I tell him how can you when you never spoke to me prior to now. I tell him per Ms. Martins request, and Mr. Dewerfs suggestion that I have two estimates from auto mechanic shops. Sam Perkins takes them but does not unfold them to review the itemized breakdown of repairs needed. Instead he starts telling me that the back right wheel/tire doesn’t qualify because it looks like there is no substantial damage to the tire like the front left tire has. However, there is a perpendicular cut on the tire wall which the auto mechanic shops states I need a new tire due to this as well as the dame to the rim on right rear. Sam then goes on to tell me that he further thinks the rear right tire and rim wont be part of the estimate due to his opinion that the rim dents have rust on them and are probably from much longer time than when the front tire hit the pothole. I told him I don’t agree, and he said point black, ‘Well, its not going to be added. No one will add this due to this damage being old in his opinion. I told him how is this trying to resolve the issue, because to me it was more dictating terms. He then says that that might be why Amy Martin didn’t include in estimate originally. I told him that it was on the original claim, and she didn’t include it, but she did include some totally unrelated damage to the claim. I told him he needs to go for a ride with me and he can hear the scrubbing sound. He said policy wont allow him to do that, but if I drive it up to a shop where he could have a look, he would do that. Sam then proceeds to go to the front left wheel, and says that periodically, if it is ball bearings that manufacture schedules require that ball bearing be replaced especially with you having more than 150,000 miles on the vehicle. I told him I don’t agree. He then says that if he takes it to a shop to look at the damage, that if it is determined that the damage is not due to the pothole issue then I would have to pay for the auto mechanic inspection. I told him why cant he contact these two reputable auto mechanic shops I spent the better part of yesterday getting to determine whether the issue is pothole related. He said he cant do that. He then asked if I had rental car reimbursement, and I told him yes, but I am not looking to spend any money out of pocket..that is what insurance is for. I then asked him how many tows does my policy have, and he said 2. I told him then tow it to the shop and bring it back. He then proceeds to tell me that if it is determined that the damage was not due to the pothole, then I would be on the hook for the tow cost as well as the auto mechanic shops inspection that Geico chooses. I immediately tell him to leave…he hesitates, and I tell him to leave the property now. He walks to his car, and grabs a box and wants to hand me a business card. After I take the card, I tell him again to get off the property. He stands there, and then walks to his car and grabs a camera to take pictures. I then walk over and tell him not to do that, and that I submitted pics with the original claim. He then says Sir I just want to take some pictures. Of course I am beyond infuriated, but my cooler head prevailed.

[REBUTTAL] Concerning right rear wheel where wheel rim having damage and tire not, it is very common for a rim to be damaged and the tire to not have the same amount of damage, just as likely for the tire and rim both to have damage.

https://answers.yahoo.com/question/index;_ylt=A0LEVxIbo3tTZkkAX1xXNyoA;_ylu=X3oD...⇄ />
Concerning rear right wheel about rust indicating the damage was there longer than when pothole event

http://www.ask.com/question/How-Fast-Does-Iron-Rust

Concerning front left wheel and scrubbing sound estimated to be ball bearings, and Sam indicating that ball bearings require replacement with a vehicle with such high mileage. Despite me following scheduled maintenance, I reviewed the manufactures scheduled maintenance, and not once was ball bearings replacement required as part of the preventative maintenance. In addition, the link below indicates enclosed ball bearings are built to last the life of the truck and in many cases a minimum of 250,000 miles.

Concerning Mr Dewerfs ascertain that in his attempt to recreate the driving scenario leading to my hitting the pothole, he found it impossible to do so without running off the road. I never stated how fast I was going despite his attempt to recreate the scenario driving 30-40 mph. (there is a big difference between driving 30 and 40 mph respectively as a side note) Nevertheless, I did some algebraic equations and you can lookups concerning the following:

-How far does a car traveling at 25 mph go in 1 second

-How many feet per second does a car travel at 20 mph

-How many feet per second does a car travel when it is moving at 30 mph

I, [redacted], assert that the GEICO resources did everything to fail at customer service while trying to limit GEICO financial expenditures using unprofessionalism, disorganization, intimidation, unfair business practices, condescending tones and requests, and scare tactics tied to financial payout from policy holder if inspection proves otherwise not pothole caused as feasible.Desired Settlement: I desire less antagonistic behavior from GEICO reps, when evidence tows the line give the benefit to the policy holder, improved customer service with attention to detail and more organized when resolving itemized damage claim reports, per procedure, give the policy holder the option to get the repairs done at policy holders selected auto mechanic estimates, no adverse action by Geico concerning customer policy for 365 days from agreed resolution date, an apology and attestation by Geico concerning improving policy holder claim processing

Business

Response:

May 30, 2014Dear [redacted]:Thank you for your May 23, 2014 inquiry.We conducted a full review of this claim and the complaint you provided. [redacted] claim, and subsequent supplements, were all addressed in a timely manner, even according to his timeline. What [redacted] failed to mention in his statement was that during the supplemental inspection, when [redacted] was not allowed all damage he was claiming as loss related, he told his GEICO adjuster to leave his property.Prior to receiving this Revdex.com complaint though, [redacted] filed a complaint with the local management team. Due to his previous actions, we chose not to put any more of our adjusters into a perceived dangerous situation. The Tennessee state manager met with [redacted] in [redacted] at a public location on May 29, 2014. Following that personal inspection, the right rear wheel and tire was allowed as it could not be 100% ruled out as not being related to this loss. [redacted] still was not satisfied Stating two independent shops informed him he needed a new hub. Upon inspecting both of those estimates, each shop identified the front right hub as the cause of the rubbing noise and recommended replacement. However, the impact was to the front left wheel. When this was pointed out to [redacted], he accepted the decision and stated he did not realize the hub was on the opposite side of the impact area.A supplement is being created to include the rear wheel and tire. We feel this issue has been resolved with this customer. If you have any further questions please feel free to contact Auto Damage Manager [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: I have choices!

Regards,

Business

Response:

June 6, 2014Dear [redacted]:Thank you for your June 4, 2014 follow-up inquiry.Every effort has been made to objectively and openly listen to all of [redacted]s concerns. At this time, we feel [redacted] has been properly indemnified for his loss. Furthermore, [redacted] has been fully versed in the supplemental process if something else related to this loss should be discovered.If you have any further questions please feel free to contact Auto Damage Manager [redacted] at ###-###-####.Sincerely,

This company raised my rate by $1000 after 10 years of excellent driving records and 3 minor accidents over the last 3 years of my being a customer for 13 years. None of those accidents were my fault and GEICO paid out on only two occasions once to fix a bumper and another time to fix a scratch caused by an object that hit my car on a highway.

Review: On several occassions [redacted] a auto damage adjuster for Geico Insurance has refused to return my calls or e-mails,or my messages via Geico's website, I have even had a customer service rep. e-mail him asking to have him contact me asap. [redacted] was extremely rude and disrespectful to me on the ONE and ONLY phone I had with him. He acted very unprofessional and verbally disrespectfully. To this day I still have not recieved my correct settlement check from geico. [redacted] continues to drag his feet and is causing great delays with my truck getting repaired. **. [redacted] has been dragging his feet for more then a month.Desired Settlement: I want geico to waive my deductable for the hugh incovience there adjuster has caused me and I would like **. [redacted] to be disciplined for his lazyness, phone manners, and failure to respond to my REPEATED communication attempts.

Business

Response:

May 29, 2014Dear [redacted]:Thank you for your email of May 18, 2014.On April 14, 2014, our policyholder, [redacted], submitted a claim for damage to his 2008 [redacted]. We requested he take his vehicle to his shop of choice for a written estimate and photographs of the damages and send them to use for review.On April 16, 2014, we received an estimate in the amount of $765.39, but no photos of the damages were sent. On April 22, 2014, we reviewed the estimate and decided to make payment without photos as the repairs were consistent with the damage description given by **. [redacted]. We contacted **. [redacted] and advised of our review. At that time, we explained that we would issue a two party check payable to **. [redacted] and his lienholder or **. [redacted] and his repair facility since he still had an outstanding lien on the vehicle. **. [redacted] advised he would call back with his decision. -When **. [redacted] called back the same day, he requested that we issue payment directly to him. We advised that we would be required to include his lienholder or repair facility on the payment per the conditions of his policy contract. **. [redacted] stated he would cancel his policy and asked that we issue payment directly to his lienholder. Unfortunately, the customer service representative who spoke with **. [redacted] failed to issue payment until April 29, 2014.On May , 2014, **. [redacted] contacted us to advise that his lienholder would not accept the payment they received as it was made payable solely to them. They requested that we reissue payment copayable to **. [redacted] and his financial institution. We issued a replacement payment on May , 2014.We sincerely apologize for any delays in payment and communication problems **. [redacted] experienced during our handling of the claim. We believe this matter is now resolved. Should you have any further questions, please contact our Auto Damage Manager, [redacted], at ###-###-####. -Sincerely,

Consumer

Response:

GEICO WAS FAILED TO TREAAT THIS CUSTOMER WITH RESPECT AND HONEST. THERE RESPONSE TO THE COMPLAINT HAD SEVERAL LIES IN THE RESPONSE. PLEASE MOVE FORWARD WITH MY COMPLAINT

Review: [redacted]

I am rejecting this response because:

Regards,

Business

Response:

June 15, 2014Dear [redacted]Thank you for inquiry of June , 2014. Our earlier correspondence addresses our handling of [redacted]s claim. We maintain that the information contained in our response is an accurate representation of our records regarding our handling of [redacted]s loss. [redacted]s subsequent contact with your agency maintains our response contains inaccuracies but provides no specifics. We will be happy to respond to any additional information [redacted] provides that requires investigation.We sincerely apologize for any inconvenience [redacted] experienced during our handling of his claim.Should you have any further questions, please contact our Auto Damage Manager, [redacted], at ###-###-####.

Review: Geico has refused to pay the full amount of covered damages minus deductible to my vehicle that was sustained during a recent hailstorm in the North Texas area. Their inspector and his supervisor have decided that the amount paid to me two years ago for damages sustained during another hailstorm should be deducted to current damages because I did not repair the damages sustained two years ago.Desired Settlement: My desire is that the insurance company pay for the damages sustained without deducting the amount paid to me for a separate claim two years ago which had nothing at all to do with this claim.

Business

Response:

April 24, 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: CASE NUMBER: [redacted] COMPLAINANT: [redacted]

INSURED: [redacted]

CLAIM NUMBER: [redacted]

POLICY NUMBER: [redacted]

DATE OF LOSS: April

3, 2014

COMPANY: Government Employees

Insurance Company

Dear [redacted]:

Review: I have automatic deductions coming out of my account each month for auto insurance. I noticed that they started taking $28 extra every month for the last 6 months. I called them asked why. They said they sent me a mileage form to complete and when it was not returned, they added the fees. I asked the rep if it was "certified" and he said yes. I never received anything from them.I then asked if he would email me the "certified sent slip" where they sent it and a copy of the mileage form.he said well hold on I will look in your file. He came back on the line and said there is no slip where they sent anything. He says I am pretty much out of luck and I am not getting this credited back to my account and the extra fees stays on the account.My mileage has not changed from day one. Still driving the very low amount. He lied to me and stated it was certified so they should have the proof they sent this. I did not receive any forms from Geico and I feel this is a poor business transaction they pulled without my knowledge. Unfair practices. I am asking them to credit my account and remove this extra monthly charge for I have been a good customer and this was an illegal practice removing money from my account without my knowledge. Also no one ever emailed me or called to confirm I ever received anything. I appreciate it if you would look in to this matter for me right away for they are still deducting money from my account.Thank you for your help.Desired Settlement: a credit for the amount already taken out of my account and to stop the extra charges that will incur in the future.

Business

Response:

June 3, 2014Dear [redacted]:We received correspondence from the Revdex.com (Revdex.com) requesting assistance on your behalf. I am happy to provide you with the following response.I would first like to thank you for your 6 years of loyalty to the GEICO family. We know you have many options when selecting an insurance company, so we truly value you as a policyholder.Prior to your renewal effective 1128/13, a California Annual Mileage and Odometer Certification form was sent to confirm the estimated annual mileage for which your 1950 [redacted] was rated. This form indicated the mileage on this vehicle would be updated to 12,000 per year if the completed form was not received within 30 days of our request. Your completed form was not received. Therefore, the policy documents for your renewal effective 11/28/13 reflected an annual mileage of 12,000 and advised you under "Important Policy information" of this change. This was one reason for the $167.70 premium change effective 11/28/13 and accounted for $161.40 of that change.The other reason for the change in premium was a revision to our rating plan which was effective on 10/04/13; this revision of our rating plan accounted for $6.30 of the $167.70 premium change. We do not like to see any of our policyholders adversely affected by a rate revision, but it is vital for us to charge the correct premium for each coverage and rating factor in order to maintain our long-term stability which will allow us to fulfill our commitment to provide all of our customers with the best possible service at the lowest possible cost. Unfortunately, the combination of revisions to our plan resulted in a small increase in your policy premium.In the information you submitted to the Revdex.com, you indicated that we took money from your account without your knowledge. However, our records reflect that we sent Electronic Funds Transfer Bill Notifications on 10/25/13, 1 118/13 and on 01/18/14. These notifications showed a future schedule and amount of the automatic deductions from your checking account.Our records reflect that you requested another copy of the California Annual Mileage and Odometer Certification on 05/14/14. Upon receipt of this form, we will be happy to update your policy.[redacted], I hope this is helpful in understanding the premium change. If you have additional questions, please call our analyst, [redacted], at [redacted], ext, [redacted].

Review: I recently put my roommate on my insurance as a driver because prior she has lost her car and an accident and needed a car to go to work. Afterwards we find out from her insurance that I did not need to put her on my insurance at all because as long as the owner of the vehicle has insurance the car is covered. Now my insurance will not remove her without proof of her having different insurance or that she has moved out of the house.the car that she was driving has been in the shop a month she will not be driving the car any longer no one will it will be in the shop for a while. So there's no reason for her to be on my insurance any longer. Plus Geico informed me they cover any other licensed driver in the household even if they're not on my policy. To me that does not make any sense for me to pay the extra money for her to be on my insurance when she doesn't need to be anyway.[redacted] told her that she didn't need insurance because she doesn't own a vehicle. The Geico says it's their policy that she have any insurance for someone else or that she has moved out of my residents they cannot remove her.all I want is for her to be removed from my insurance.Desired Settlement: my desired outcome would be for her to be removed from my insurance without proof that she's moved out or that she has other insurance.

Business

Response:

November 22, 2013

Review: I was the victim of a hit and run. Despite having video of the incident, tracking down the responsible party, providing their insurance info and getting a police report confirming the responsible party, GEICO has refused to pursue the claim, even though I pay them for comprehensive insurance coverage.Desired Settlement: I expect GEICO to reimburse me for my losses and pursue the responsible party.

Business

Response:

Dear [redacted]:

Review: On Oct 8th, 2013, my vehicle was hit by my neighbor. It happened when I have backed from the driver way and stopped there, before I was starting to move forward. When the hit happened, my vehicle was NOT moving. The left rear wheel and the parts around it was hit, by the other lady's vehicle rear end. It was clearly her fault. She kepting saying sorry about the accident. Since it was in the morning and both of us were in a hurry to work, and she did not have her insurance card in her car, and we live on the same neighborhood, we decided to leave contact info and report the accident later on. I thought we were both clear that it was her fault, there should be no issue. Later that day, I called Geico and described the accident. However, the lady who hit my car claim to be 50-50 fault. It total does not make sense at all. First, I was not moving. Second, the left side of my car was hit by her car's rear end. There is no way it was a 50-50 fault. So I provided pictures showing the hit side and request Geico to send people to inspect the impact. After a week, Geico made decision that it was a 50-50 fault. No one came to inspected the fact that my side was hit. So I disputed the claim and requested Geoco to send people for inspection. No one came to inpect the impact. No customer service followed up for more information of so. After two weeks, Geico insisted a 50-50 fault. It was a very bad experience. I need to pay my deductable, potentially would increase my insurance in the future due to a fault that is totally not non-sense. The customer service was not helpful. They did not even try to find the truth. And it took excessive to deal with the claim. And I will have to spend more time to estimate, inspect and repair my vehicle. I need to pay my deductable, very likely increasing insurance premium in the future, and I need to spend pretious time to fix my car. The experience was very unhappy. I would not choose Geico if they cannot satisfy my request. I will strongly recommend my friends, colleges etc NOT to use Geico. I will tell my story on social net work and customer review sites unless they can settle the claim as it should have been.Desired Settlement: Geico needs to change the claim to 100% fault of the other party, not a 50-50 fault. A non-moving vehicle, hit by left side, should not be responsible for the accident.

Business

Response:

November 12, 2013

[redacted] Assistant Vice President

VIA EMAIL

[redacted] Revdex.com

PO Box 7873 Madison, Wl 53707-7873

Re: Problem Report Number: [redacted]

Claim Number: [redacted]

Complainant: [redacted]

Company: GEICO General Insurance Co., NAIC # [redacted]

Dear **. [redacted]:

Thank you for your letter of November 3,2013.

We received notice of this loss on October 8, 2013. It was reported that **. ** and **. [redacted] were both backing out of their respective driveways simultaneously when the impact occurred. As part of the investigation, we obtained statements from both drivers. Unfortunately, they contradicted each other. Without an independent witness or any other form of independent verification, we determined that both were equally responsible for the loss and assigned 50% negligence to each party.

Upon receipt of this complaint, we reviewed our investigation and liability decision. Without an independent witness or any independent evidence to definitively indicate fault on **. **, we have waived her Collision deductible and adjusted her negligence to 0%.

We regret any inconvenience this has caused **. **. Should you have any further questions, please contact Claims Manager, [redacted] at ###-###-#### or at [redacted].

Review: Our policy was cancelled for nonpayment, and we received bills for the balance due in the mail. We were able to call in and make a partial payment at the end of June. We mainly wanted to avoid being sent to collections. We could not make a payment online and had to call in to pay. The rep was pleasant when taking our payment. At no time did she indicate that we hadn't paid enough or that they would like us to set up any kind of payment plan. She simply said we could call to make our next payment. A few weeks later, we received a notice in the mail that we had been sent to collections. When we called in to complain, we were informed that there was nothing they could do. Even a supervisor refused to be helpful. We were told that after a certain time, unpaid balances automatically go to collections. They then told us that their representatives do not know when it will be sent to collections. When I asked how they could not not know if the amount of time was set, I was given no answer.Desired Settlement: I want the account removed from collections immediately so there will be no damage to my credit report. I will gladly set up automatic payments if that is what they require, but I did make a payment, and at no time did they inform me that my account would go to collections, anyway.

Business

Response:

July 30, 2014