October 15, 2015Dear [redacted],Thank you for your letter dated October 6, 2015 outlining [redacted]'s complaint to your organization. We regret [redacted] is unhappy with the handling of his claim.We have reviewed our file and find that this claim was handled appropriately and in accordance with...
the terms and conditions of the policy.We have reached out to [redacted] and are discussing his concerns directly with him.I am available from 7:30 a.m. to 4:00 p.m. (EST) Monday through Friday. Please feel free to contact me if you have any questions.Sincerely,Ginger F.Assistant Vice President Marine Insurance Claims
Dear Ms. [redacted]: This will acknowledge receipt of your request regarding the above named insured’s private passenger automobile policy. In Mr. [redacted]’s correspondence to your organization he expresses concern regarding the cancellation of his GEICO automobile insurance...
policy for non-payment of premium and subsequent reporting of the cancellation to the Massachusetts Registry of Motor Vehicles (RMV). He explains that GEICO’s reporting of the cancellation for non-payment of premium has resulted in higher premium quotes with other insurance companies. Mr. [redacted] has requested for GEICO to remove this reporting from his RMV record or reduce his monthly installments to $200-$300 a month. GEICO’s records show that Mr. [redacted] purchased the policy in question on September 4, 2015 to be effective September 7, 2015. Mr. [redacted] scheduled a one-time payment of $246.25 to be processed onto his credit card on September 6, 2015. Unfortunately the payment was declined by Mr. [redacted]’s financial institution. Since the payment made to issue the policy was not honored by his financial institution, the policy was cancelled effective the inception date of the policy. Per Massachusetts regulation, GEICO reported to the RMV that the policy had cancelled for non-payment. Notification of the declined credit card payment and policy cancellation was sent to Mr. [redacted] on September 9, 2015. On September 12, 2015, Mr. [redacted] contacted GEICO and reissued the policy with a lapse in coverage to be effective September 13, 2015. He made a down payment of $246.25 via credit card to bind the policy. On October 27, 2015, Mr. [redacted] contacted GEICO and reported a change of mailing address and rated location from Hull, MA to Fort Hood, TX. The policy was rewritten from Massachusetts to Texas effective November 20, 2015. Mr. [redacted] contacted GEICO on October 15, 2016 and reported a change of address from Fort Hood, TX to Taunton, MA. A Massachusetts automobile insurance policy was written for Mr. [redacted] effective October 16, 2016. The premium of the policy was determined utilizing underwriting/rating rules and guidelines as filed and approved by the Massachusetts Division of Insurance. It is GEICO’s position that all proper procedures were followed in the handling of Mr. [redacted]'s policy. GEICO maintains that the cancellation of the policy for non-payment of premium effective September 7, 2015 was valid and therefore cannot be removed from his RMV record. GEICO also maintains that the policy premium is accurate per all filed and approved underwriting/rating rules and guidelines by the Massachusetts Division of Insurance. We would be happy to discuss premium reduction alternatives with Mr. [redacted] such as a change in coverage in an attempt to reduce his overall premium. GEICO’s customer service department is available 24 hours a day to assist via telephone, ###-###-####. If you have any questions, or if GEICO can be of any further service in this matter, please contact Barbara F[redacted] at ###-###-####. Sincerely, Timothy L[redacted] Assistant Vice President of Underwriting Tell us why here...
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, I hope that the Revdex.com would also post all of my comments, and those of the responses of GEICO on the Revdex.com website in view of promoting other good citizens to speak out when corporate America does not accept full responsibility for the actions of its employees. AND admit to the wrongdoing done by them. In the messages from the Assistant Vice President, not once did he mention the lengthy calls and conversations in which I, as the client, was mistreated. Sheer ignorance to the fact that led to the ordeal in the first place, and an excellent reason for people to think carefully before applying for a policy with the company.
As their commercial states, you might be able to save 15% or more on insurance, but that is only the initial quotation. The next week they will come up with a reason to nearly double it... Or maybe even worse, and then not bother to call you to tell you about it. They simply send the revised policy and payment invoice via email the next week. RIDICULOUS!
Thank you Revdex.com for assisting me with my complaint.
Sincerely,
[redacted]
December 1, 2016 [redacted]Revdex.com1411 K St. NW, 10th FloorWashington DC 20005-3404Claim Number: [redacted] Our Insured: [redacted] Date of Loss: 11/24/2016Complainant: [redacted]File Number: [redacted]Dear Ms. [redacted],We received your inquiry dated November...
28, 2016. This loss was reported to GEICO on November 24, 2016 by the Virginia Beach Police Department at 3:39pm. We spoke with Mr. [redacted] the same day and explained we needed to speak with our insured to confirm the loss. We also received an internet inquiry from Mr. [redacted] later that evening requesting a rental vehicle. On November 25, 2016, we spoke with Mr. [redacted] and explained that contact was needed with our named insured and our driver to confirm the facts of the loss. We explained we were unable to provide a rental vehicle until we spoke with them and suggested he consider contacting his own insurance carrier if an immediate rental was needed. That same morning we also contacted our named insured and driver and left messages for them to contact us about the reported claim. We were able to obtain statements from Mr. [redacted], his passenger Ms. [redacted] and the witness provided on this date. We were able to reach our insured driver, [redacted], at 4:30pm on November 25, 2016 who confirmed the facts of the accident. Since Mr. [redacted] was not listed on the insured’s policy contact was still needed with our named insured to verify he had permission to use the vehicle involved. On Monday, November 28, 2016, at 9:51am we were able to reach Ms. [redacted] and she confirmed the driver had permission to use her vehicle. As soon as this information was obtained we contacted Mr. [redacted] to schedule an estimate for his vehicle and to transfer of the rental expense to our claims file. Thank you for the opportunity to address your inquiry. Please contact, Dana L**, at ###-###-####, if you have any questions regarding this matter. Sincerely, Matthew L. M[redacted]Assistant Vice PresidentVirginia Beach Regional Office GEICO General Insurance CompanyNAIC#[redacted]
December 7, 2017[redacted]Revdex.com RE: ID Number: [redacted] Claim...
Number: [redacted] Dear [redacted]: We received your December 4, 2017 correspondence. We have not included any personal identifying information on our response, as you requested. We reviewed the customer’s inquiry to your office regarding their claim. In our review of this claim, we were unable to directly link the lift gate shock issues to the other damage on the vehicle, but since the problems the customer is experiencing are in the general area of the impact, we have made a business decision to include it as part of this claim. We have informed the customer of our decision and they are satisfied with our handling.Additionally, we reviewed our records for missed calls or voicemails from the customer, and we did not find any instances where we received a call or voicemail for [redacted] from this customer. We have apologized to the customer for any delayed responses and are happy to report all concerns have been resolved.If we can be of any further assistance, please contact [redacted], field manager, at ###-###-####, via FAX at ###-###-####, or via e-mail at [redacted]@geico.com.Sincerely,Frank P[redacted]Assistant Vice President
[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 as Answered]
Complaint: [redacted]
I am rejecting this response because:The good news is that I have now, finally, received a check.Beyond that, the narrative presented by the company is grossly misleading. During this whole process, I spoke to a number of the company's representatives, and often these contradicted one another. In particular, I was told on more than one occasion that "the check is in the mail," when, in fact, this was untrue according to another representative.The trouble seems to be that people on the phone in this company make commitments that back-office people then fail to fulfill.While, as I say, I have now, finally, received payment, the road to getting it was troubled by utter confusion on the part of the people I spoke to.This company needs to take a good look at its own procedures. In the meantime, I cannot recommend it.
Regards,
[redacted]
August 18, 2016
[redacted]
Revdex.com of Metropolitan Washington DC
1411 K Street NW, 10th Floor
Washington, DC 20005-3404
Regarding: [redacted]
Claim Number: [redacted]
Revdex.com File Number: [redacted]
Dear [redacted]:
We have received your letter requesting further assistance on behalf of Mr. [redacted]. I welcome the additional opportunity to respond to Mr. [redacted]’s concerns.
I apologize if there has been a misunderstanding regarding coverage under Mr. [redacted]’s GEICO Casualty Company (GEICO) policy for Mr. [redacted]’s 2016 [redacted] Ram. Mr. [redacted]’s vehicle is insured with [redacted], and there is valid coverage for the 2016 [redacted] Ram for the date of the accident, including Collision coverage. Mr. [redacted] believes that an associate from our company assured Mr. [redacted] and Mr. [redacted] prior to the accident that any damage would be handled through Mr. [redacted]’s policy.
While we caution callers that their calls may be monitored or recorded, we do not keep recordings of every call received. Rather, we take a random sampling of calls for internal customer service audits. We do not have a recording of Mr. [redacted]'s call, but notes were taken during the call, and there is no documentation to support Mr. [redacted]’s assertion that GEICO agreed to provide primary and/or sole coverage for his truck. Additionally, Mr. [redacted]’s vehicle does not meet our vehicle ownership guidelines and cannot be added to Mr. [redacted]’s policy. Pursuant to Mr. [redacted]’s policy contract under section 3, Physical Damage:
“Any insurance we provide for a vehicle you do not own shall be excess over any other valid and collectible insurance.”
As Mr. [redacted] does not own the 2016 [redacted] involved in the accident, and there is a valid insurance policy in force with [redacted], the GEICO automobile policy would provide excess coverage according to the policy contact.
We have provided all available information, explanations and reassurances in response to Mr. [redacted]’s concerns. I sincerely hope this serves to resolve them. If you have any additional questions, please contact Claims Manager, Shanaya M[redacted], at ###-###-####.
Sincerely,
Shane W[redacted] | Assistant Vice President
GEICO Casualty Company | NAIC: [redacted]
SW/sm
[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 as Answered]
Complaint: [redacted]
I am rejecting this response because:This is disgusting an not 100% accurate as a side GEICO my last claim I have repeatedly contacted you and you have done nothing. My car was NEVER fixed nor was my floor mats given back to me that the collison shop you semt me to corrected either of these. I have called you multiple times for help, the shop never replied . You did NOT completed due diligence on my repair yet you have the nerve to charge outrageous charges for insurance that payment was sent and you did not get that is why I called pay on 10/10 which you neglect to accurately note the 10 calls that day. DISGUSTED with GEICO - I was forced to pay that on 10/10 I had no insurance because of you cancelling me.
Regards,
[redacted]
January 11, 2018 [redacted] Revdex.com of Metropolitan Washington DC and Eastern Pennsylvania 1411 K St. NW, 10th Floor Washington DC 20005-3404 Case #: [redacted] Dear [redacted], I have received your order to stop solicitation mailings...
to your address. We apologize for the inconvenience that this may have caused. [redacted]’s name/address is now on our Do Not Mail opt-out file, and as per our standard practices we will suppress this information from mail marketing campaigns. No additional solicitation mail will be received after January 2018. We continuously monitor the integrity of our mail opt outs and their application to mail marketing campaigns, including USPS’s National Change of Address data for up-to-date addresses, to ensure opt outs are not mailed for marketing purposes in the future. The DMA Do Not Mail List is also one of the tools used to determine mail opt outs. Again, we apologize for any inconvenience, and if you have further issues with receipt of GEICO marketing mail I would be glad to assist you directly in correcting the issue. Sincerely, Anthony E[redacted] GEICO Database Marketing Planner [redacted]@geico.com ###-###-####, extension [redacted]
[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 as Answered]
Complaint: [redacted]
I am rejecting this response because: Even though Geico was finally able to make payment to [redacted] (complaint was made before payment was issued) I am still unsatisfied with the entire process. I was given a rental for one week only, knowing that the Ford Focus is still on my credit, I am unable to purchase another vehicle and I am still making payments for a car that was totaled due to the slow response from the company. I am not aware of Geico's policy with regards to rental vehicles, but I was under the impression the at-fault party needed to provided a vehicle till I could purchase one and/or close to making a purchase. The rental car was returned within one week but payment was made in January!
Regards,
[redacted]
To Whom It May Concern:
GEICO has removed [redacted] from my auto insurance policy. I want to thank you so very much for taking care of this for me. In this economy, everyone is scraping to get by and this is such a relief for me since I felt like I was throwing money out for nothing.
[redacted]
September 18, 2017
[redacted]
Revdex.com
1411 K ST NW 10TH FLOOR
WASHINGTON DC 20005-3404
Customer ID No: [redacted]
Dear [redacted]:
We received your letter dated September 10, 2017 regarding the above noted customer. We have not included any personal identifying...
information in our response as you requested.
Our insured’s policy has been enrolled in Electronic Funds Transfer (EFT) since its inception date. The payments are scheduled to be extracted on or around the 9th day of every month.
On August 8, 2017 our insured called and spoke with an agent to update his banking information with the new routing number. Although our insured requested to have his August installment be processed with his new banking information, we were unable to stop the extraction that was already scheduled for August 9, 2017 using the prior routing number.
Since the August 9, 2017 payment was not honored by our insured’s financial institution, a $20.00 returned payment fee was applied to his policy balance. This fee is applied in accordance to the information provided to our insured at the time he enrolled in EFT.
It is an expectation for our agents to inform the policyholder when the regularly scheduled payment is already in route to the bank. Since this information was not conveyed to our insured when he called on August 8, 2017, we will remove the $20.00 return check fee from his policy balance. We spoke to our insured and informed him of our decision.
If there is any further investigation or documentation needed from GEICO, we will be more than happy to assist. Please feel free to contact Kim G[redacted], at ###-###-####, extension [redacted].
Sincerely,
Andrea B[redacted] Assistant Vice President
GEICO Secure Insurance Company
August 1, 2017
[redacted]
Revdex.com
1411 K. STREET NW 10TH FLOOR
WASHINGTON DC 20005-3404
Claim Number: [redacted]
Insured: Thomas Ho
Date of Loss: 06/17/2017
Complainant: [redacted]
Complaint Case: [redacted]
Dear Ms. [redacted]:
We are in receipt...
of your letter dated July 24, 2017.
Our insured, Thomas Ho, filed a claim on June 18, 2017. On the same date, we completed our liability investigation, accepted fault for the damages incurred, and made the call to the complainant, [redacted], to explain the inspection process. Based on his availability, we proceeded to schedule a field inspection for him and completed his initial estimate on July 11, 2017. We wrote an estimate for a supplemental damage item on July 18, 2017, while still at the shop for repairs.
After completion of repairs, Mr. [redacted] picked up his vehicle from the shop on July 20, 2017. On July 21, 2017, Mr. [redacted] called to explain that the vehicle was jerking and that certain repairs that were on the estimate were not completed and he would be bringing it back into the shop. Our local auto damage supervisor called him back the following day to review the concerns. Our supervisor proceeded to work with the shop manager to explain the concerns and the expectations. From these conversations, the shop took ownership of the repair issues and had already spoken with the owner on the same day to slate a pickup of his vehicle on Monday, July 24 while he was out of town. On July 22, 2017, our supervisor confirmed the aforementioned plan to explain the estimate process and the shop’s responsibility to correctly complete the repairs as outlined. Mr. [redacted] confirmed that he had understood the process and had a complaint with the same shop on a prior, unrelated repair. He also confirmed that our adjuster kept him informed of the process of this claim.
To acknowledge the specific items mentioned in the complaint letter:
• Shop verified they failed to replace the wheel. They had ordered it but failed to put that on the car.
• Shop verified their repair to bed and refinish could have been better.
• Shop told our adjuster that the alignment was done but mixed up the cars and never did the alignment initially.
• Shop was not aware of the cob webs but they did take off the bed to paint it.
As a resolution:
• Shop fixed the bed and refinish including paying for paintless dent repair to come in and repair unrelated dings to the bed.
• Shop put new wheel on the vehicle. Our local supervisor visually verified this Tuesday, July 25, 2017.
• Shop got alignment done on July 27, 2017 and was within specifications.
• Brad (shop manager) kept Mr. [redacted] informed all week.
• The shop completed corrective repairs.
We have confirmed that Mr. [redacted] has picked up his vehicle on Saturday, July 29, 2017 and followed up with an email to the shop manager stating his satisfaction with the corrective repairs.
Thank you for the opportunity to address your inquiry. Please let us know if you need anything further.
Sincerely,
Matthew L. M[redacted]
Assistant Vice President
Virginia Beach Regional Office
GEICO Indemnity Insurance Company
NAIC #[redacted]
Heather M[redacted] ...⇄ Assistant Vice President April 27, 2017 [redacted] Revdex.com 1411 K. Street NW, 10th Floor Washington, D.C. 20005-3404 Re: Complaint ID: [redacted] Dear Ms. [redacted], We received your correspondence dated April 21, 2017. We have not included any personal identifying information in our response. We attempted to contact our insured on April 21, 2017, and April 24, 2017, however we have not been successful in reaching them. Our insured purchased a policy effective May 30, 2015, for a 2006 [redacted]. On October 16, 2015, she contacted us to cancel the policy since she no longer had the vehicle. The policy was canceled as requested effective October 17, 2015. On November 21, 2015, she contacted us to reissue the policy for a 2009 [redacted]. The policy was reissued effective November 22, 2015. A scheduled bill was sent to our insured on December 8, 2015, reflecting $130.76 was due by December 22, 2015. A payment was not received and a cancellation notice was mailed on December 23, 2015. This notice advised payment of $130.76 was due no later than January 3, 2016. Unfortunately, a payment was not received and the policy canceled for nonpayment of premium effective January 3, 2016. A balance of $53.40 remains on the policy for coverage provided from December 22, 2015, to January 3, 2016, without a payment. Requests for the earned premium due were sent by mail on January 7, 2016, January 28, 2016, and February 18, 2016. Email requests were also sent on January 17, 2016, February 7, 2016, and February 28, 2016. We are sorry our insured has had financial difficulties. We have reviewed our records and do not have any record of our insured providing information regarding her filing for bankruptcy. We will be happy to adjust her cancellation date and billing accordingly, upon receipt of a copy of the bankruptcy paperwork or proof of other coverage prior to the policy cancellation. If additional information is needed, please contact Joy K[redacted] at ###-###-#### or [redacted]. Sincerely, Heather M[redacted] Assistant Vice President Tell us why here...
[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 as Answered]
Complaint: [redacted]
I am rejecting this response because:Good afternoon, My initial claim was filed with Geico Commercial Insurance on 2/10/2017. Following 28 days of processing, with little to no return phone calls from Geico on the status of my claim, I filed a first complaint with the Revdex.com on 3/8/2017. My complaint to the Revdex.com immediately prompted a phone call on 3/13/2017 from Mr. Jason W[redacted], a Geico Commercial Claims Adjuster. He sent me an official repair estimate of $5,545.92 for my vehicle and instructed me to drop-off my damaged car at the [redacted] West Palm Beach Dealership to get fixed. At first, the check was mailed to me but I decided it would be best to send it directly to the [redacted] dealership instead. I dropped my vehicle off at the [redacted] body shop the following day on 3/14/2017 and was told the car would be ready for pickup approximately 2-weeks later. On 4/1/2017, the [redacted] Dealership contacted me to advise that my car was ready. However, the dealership indicated that the check received from GEICO was insufficient and would only cover part of the repairs. Therefore, in order to retrieve my vehicle, I had to pay a difference of $1,513.16 using my personal credit card. Since 4/1/2017, I have been trying to reach my assigned adjuster Jason W[redacted] (Tel: ###-###-#### / email:J[redacted]) without success. It has been 11 days, and nobody is returning my calls or attempting to reimburse me as promised. Meanwhile, [redacted] has contacted me again to advise that there are additional repair costs that were not included in the final invoice provided to me when I retrieved my car. GEICO has been avoiding me as well as the [redacted] Dealership. GEICO needs to cover the full cost of my vehicle repair as promised.I would like GEICO Insurance to cover the entire repair costs of my vehicle as promised and also to reimburse me for the $1,513.16 payment I had to make out of pocket to retrieve my car from the body shop that they directed me to.
Regards,
[redacted]
This is in response to your email of July 6, 2016 addressed to Tony N[redacted] of GEICO. As requested, we have not included any of the customer's personally identifying information.We understand that the customer is not a GEICO insured. She stated that on June 14, 2016 an unauthorized withdrawal of...
$254.39 was taken from her bank account and applied to an existing GEICO policy. GEICO accepts payments on good faith, and we assume that the policyholder is the accountholder or has the accountholder's permission when making payments.The customer has not provided us with enough information to locate this payment. We have attempted to reach her three times asking that she give us a call so that we can discuss what is needed in order to locate the payment. To date, she has not returned any of our calls. She also stated in her complaint that her bank had settled the issue regarding the funds. We trust that means they allowed her to dispute the payment and have the funds returned to her bank account.If she wishes to pursue fraud charges for misuse of her bank account, the customer will need to file a police report. The police department will then serve us with a subpoena, at which time all information regarding the party that used her account information will be released to the police.GEICO is very concerned, and we are always quick in our attempts to resolve banking issues. In order for us to remove the customer's bank information, we must first locate the policy where the disputed payment was applied. In order to do so, we need at least the last four digits of her account number. Once the payment is located, we will immediately remove the customer's banking information.We trust that this information is sufficient to allow you to close out the complaint. If you have any additional questions or concerns regarding this issue, please feel free to call my associate, Barbara C[redacted], at ###-###-####, ext, 1271.Sincerely,Heather M[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Heather M[redacted] Assistant Vice President November 21, 20165 [redacted] Revdex.com 1411 K. Street NW, 10th Floor Washington, D.C. 20005-3404 ...
Re: Complaint ID: [redacted] Dear Ms. [redacted] We received your correspondence dated November 14, 2016. We have not included any personal identifying information in our response, as you requested. On November 5, 2016, our insured obtained a quote and purchased a policy online with a total premium of $649.39. The policy was reviewed by our underwriting department, and a prior policy was found where our insured’s spouse was a driver. This policy listed driving activity that was not listed on the spouse’s motor vehicle report or claims history report reviewed when the policy was purchased. The policy was re-evaluated with the new activity, causing a change in the risk characteristics and company placement. When this occurs, we cancel the current policy and send a Post Office Receipt Secure letter advising the policy will cancel. This letter had a mailing date of November 14, 2016. Once the letter is mailed to our insured, we attempt to contact them by telephone to review the information and, if possible, offer a replacement policy. On November 14, 2016, our insureds attempted to log into their policy online prior to our attempting to contact them for acceptance in the new company. They were unable review the policy online and called at 12:27 AM and spoke with one of our customer service representatives. At that time, there was no documentation from our Underwriting Department regarding the replacement policy. Regrettably, we advised our insured we would not be able to offer a policy due to their driving records. Our Underwriting Department spoke to our insured later that day, and offered to continue insurance in one of our other companies. However, our insured advised they had obtained a policy elsewhere. The policy has been canceled for the same date, per their request. We have refunded our insureds for unused premiums in the amount of $72.39. We regret this miscommunication occurred and are sorry for any inconvenience this may have caused. We hope this information is sufficient to allow you to close your file. If you have any further questions, please contact Joy K[redacted] at ###-###-#### or [redacted]. Sincerely, Heather M[redacted] Assistant Vice President Tell us why here...
December 15, 2016 [redacted]Revdex.com of Metropolitan Washington DC1411 K Street NW, 10th FloorWashington, DC 20005-3404 Regarding: [redacted]...
[redacted] Policy: [redacted]Revdex.com File Number: [redacted] Dear Ms. [redacted]: We have received your letter requesting assistance on behalf of [redacted]. I welcome the opportunity to respond to her concerns. I am sorry to hear about the difficulty Ms. [redacted]’ is experiencing in relation to her auto policy. Ms. [redacted]' was insured with us under policy number [redacted], effective March 12, 2014 to November 2, 2016. While we have a record of Ms. [redacted] contacting us on November 25, 2016, we do not have any records indicating that she requested to cancel her policy at that time. Additionally, our calls are recording randomly for quality and training purposes; therefore, we do not have a recording of this particular call. Despite this, we have backdated the cancellation of her policy since our records indicate that she did contact us on November 25, 2016. On November 12, 2016, my Customer Service Manager, Donavon E[redacted], spoke with Ms. [redacted] and apologized for any inconvenience that this matter has caused her. Per her request, Mr. E[redacted] updated her policy cancellation to November 2, 2016, and her policy now reflects a $0 balance. I hope that Ms. [redacted] will consider us for her future insurance needs and that this information is helpful in resolving her concerns. If you have any additional questions please contact my associate, Phillip Kashin, at ###-###-####, extension 7321. Sincerely, Maria S[redacted]Assistant Vice PresidentGEICO Indemnity CompanyNAIC: 22055
January 22, 2018 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] CLAIM NUMBER: [redacted] ...⇄ DATE OF LOSS: January 7, 2018 COMPANY: GEICO Indemnity Company Dear [redacted]: Our insured, [redacted], was involved in a single vehicle accident on January 7, 2018. [redacted] subsequently filed a claim through GEICO for the damage to his [redacted]. [redacted]’s vehicle was inspected by a local body shop, [redacted], on January 9, 2018. [redacted] took photographs of the vehicle and sent them to GEICO along with their estimated cost to repair the vehicle. The estimated repair cost of [redacted]’s vehicle came to $11,441.66; as reviewed by GEICO Auto Damage Adjuster James Samuel P[redacted]. Note Mr. P[redacted] goes by his middle name, Samuel, or Sam for short. On January 10, 2018, Mr. P[redacted] reviewed the estimate and ran a total loss evaluation to determine the market value of the vehicle. Upon receiving the value, Mr. P[redacted] confirmed the vehicle was a total loss. On January 11, 2018, Mr. P[redacted] sent a request for a salvage value of the vehicle in the event [redacted] wanted to retain the salvage vehicle. Later that day, Mr. P[redacted] emailed the total loss information, including a copy of the total loss evaluation, showing the vehicle value to be valued at $8,656.60. The email also included an outline of options for if [redacted] if wanted to retain the vehicle or surrender the vehicle for GEICO to take possession of. The email contained color coded “highlights” in the text to correspond the retention process with the retention settlement amount, versus the surrender process with the surrender settlement amount. On the afternoon of January 11, 2018, [redacted] called in to GEICO to advise that he had done some restorations his vehicle and would not accept GEICO’s offer. He mentioned putting a new engine in the car and that he would be sending in documentation to support the restorations. Mr. P[redacted] contacted [redacted] and discussed the total loss evaluation with him. [redacted] also advised that he did not have any mode of transportation as a result of the loss. On January 12, 2018, Mr. P[redacted] called [redacted] with a rental reservation number to address [redacted]’s not having any transportation. Mr. P[redacted] also advised [redacted] he would review the receipts sent in for the engine replacement in order to have it factored in to the evaluation of the vehicle. After verifying additional information, Mr. P[redacted] updated the evaluation to reflect the engine replacement. On January 13, 2018 Mr. P[redacted] emailed a copy of the updated evaluation to [redacted]. On January 15, 2018 GEICO Internal Auto Damage Supervisor Bradley G[redacted] contacted [redacted] to discuss the updated total loss evaluation. [redacted] advised he would accept the settlement and surrender the vehicle to GEICO. On January 18, 2017 GEICO received completed total loss settlement paperwork back from [redacted] and payment to [redacted] was overnighted accordingly. If there are any additional questions, please feel free to contact Claims Manager Donald T[redacted] at ###-###-####. Sincerely, Paul M[redacted] Assistant Vice President CC: [redacted] [redacted] Casper, WY. [redacted]
October 15, 2015Dear [redacted],Thank you for your letter dated October 6, 2015 outlining [redacted]'s complaint to your organization. We regret [redacted] is unhappy with the handling of his claim.We have reviewed our file and find that this claim was handled appropriately and in accordance with...
the terms and conditions of the policy.We have reached out to [redacted] and are discussing his concerns directly with him.I am available from 7:30 a.m. to 4:00 p.m. (EST) Monday through Friday. Please feel free to contact me if you have any questions.Sincerely,Ginger F.Assistant Vice President Marine Insurance Claims
Dear Ms. [redacted]: This will acknowledge receipt of your request regarding the above named insured’s private passenger automobile policy. In Mr. [redacted]’s correspondence to your organization he expresses concern regarding the cancellation of his GEICO automobile insurance...
policy for non-payment of premium and subsequent reporting of the cancellation to the Massachusetts Registry of Motor Vehicles (RMV). He explains that GEICO’s reporting of the cancellation for non-payment of premium has resulted in higher premium quotes with other insurance companies. Mr. [redacted] has requested for GEICO to remove this reporting from his RMV record or reduce his monthly installments to $200-$300 a month. GEICO’s records show that Mr. [redacted] purchased the policy in question on September 4, 2015 to be effective September 7, 2015. Mr. [redacted] scheduled a one-time payment of $246.25 to be processed onto his credit card on September 6, 2015. Unfortunately the payment was declined by Mr. [redacted]’s financial institution. Since the payment made to issue the policy was not honored by his financial institution, the policy was cancelled effective the inception date of the policy. Per Massachusetts regulation, GEICO reported to the RMV that the policy had cancelled for non-payment. Notification of the declined credit card payment and policy cancellation was sent to Mr. [redacted] on September 9, 2015. On September 12, 2015, Mr. [redacted] contacted GEICO and reissued the policy with a lapse in coverage to be effective September 13, 2015. He made a down payment of $246.25 via credit card to bind the policy. On October 27, 2015, Mr. [redacted] contacted GEICO and reported a change of mailing address and rated location from Hull, MA to Fort Hood, TX. The policy was rewritten from Massachusetts to Texas effective November 20, 2015. Mr. [redacted] contacted GEICO on October 15, 2016 and reported a change of address from Fort Hood, TX to Taunton, MA. A Massachusetts automobile insurance policy was written for Mr. [redacted] effective October 16, 2016. The premium of the policy was determined utilizing underwriting/rating rules and guidelines as filed and approved by the Massachusetts Division of Insurance. It is GEICO’s position that all proper procedures were followed in the handling of Mr. [redacted]'s policy. GEICO maintains that the cancellation of the policy for non-payment of premium effective September 7, 2015 was valid and therefore cannot be removed from his RMV record. GEICO also maintains that the policy premium is accurate per all filed and approved underwriting/rating rules and guidelines by the Massachusetts Division of Insurance. We would be happy to discuss premium reduction alternatives with Mr. [redacted] such as a change in coverage in an attempt to reduce his overall premium. GEICO’s customer service department is available 24 hours a day to assist via telephone, ###-###-####. If you have any questions, or if GEICO can be of any further service in this matter, please contact Barbara F[redacted] at ###-###-####. Sincerely, Timothy L[redacted] Assistant Vice President of Underwriting Tell us why here...
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, I hope that the Revdex.com would also post all of my comments, and those of the responses of GEICO on the Revdex.com website in view of promoting other good citizens to speak out when corporate America does not accept full responsibility for the actions of its employees. AND admit to the wrongdoing done by them. In the messages from the Assistant Vice President, not once did he mention the lengthy calls and conversations in which I, as the client, was mistreated. Sheer ignorance to the fact that led to the ordeal in the first place, and an excellent reason for people to think carefully before applying for a policy with the company.
As their commercial states, you might be able to save 15% or more on insurance, but that is only the initial quotation. The next week they will come up with a reason to nearly double it... Or maybe even worse, and then not bother to call you to tell you about it. They simply send the revised policy and payment invoice via email the next week. RIDICULOUS!
Thank you Revdex.com for assisting me with my complaint.
Sincerely,
[redacted]
Regards,
[redacted]
December 1, 2016 [redacted]Revdex.com1411 K St. NW, 10th FloorWashington DC 20005-3404Claim Number: [redacted] Our Insured: [redacted] Date of Loss: 11/24/2016Complainant: [redacted]File Number: [redacted]Dear Ms. [redacted],We received your inquiry dated November...
28, 2016. This loss was reported to GEICO on November 24, 2016 by the Virginia Beach Police Department at 3:39pm. We spoke with Mr. [redacted] the same day and explained we needed to speak with our insured to confirm the loss. We also received an internet inquiry from Mr. [redacted] later that evening requesting a rental vehicle. On November 25, 2016, we spoke with Mr. [redacted] and explained that contact was needed with our named insured and our driver to confirm the facts of the loss. We explained we were unable to provide a rental vehicle until we spoke with them and suggested he consider contacting his own insurance carrier if an immediate rental was needed. That same morning we also contacted our named insured and driver and left messages for them to contact us about the reported claim. We were able to obtain statements from Mr. [redacted], his passenger Ms. [redacted] and the witness provided on this date. We were able to reach our insured driver, [redacted], at 4:30pm on November 25, 2016 who confirmed the facts of the accident. Since Mr. [redacted] was not listed on the insured’s policy contact was still needed with our named insured to verify he had permission to use the vehicle involved. On Monday, November 28, 2016, at 9:51am we were able to reach Ms. [redacted] and she confirmed the driver had permission to use her vehicle. As soon as this information was obtained we contacted Mr. [redacted] to schedule an estimate for his vehicle and to transfer of the rental expense to our claims file. Thank you for the opportunity to address your inquiry. Please contact, Dana L**, at ###-###-####, if you have any questions regarding this matter. Sincerely, Matthew L. M[redacted]Assistant Vice PresidentVirginia Beach Regional Office GEICO General Insurance CompanyNAIC#[redacted]
December 7, 2017[redacted]Revdex.com RE: ID Number: [redacted] Claim...
Number: [redacted] Dear [redacted]: We received your December 4, 2017 correspondence. We have not included any personal identifying information on our response, as you requested. We reviewed the customer’s inquiry to your office regarding their claim. In our review of this claim, we were unable to directly link the lift gate shock issues to the other damage on the vehicle, but since the problems the customer is experiencing are in the general area of the impact, we have made a business decision to include it as part of this claim. We have informed the customer of our decision and they are satisfied with our handling.Additionally, we reviewed our records for missed calls or voicemails from the customer, and we did not find any instances where we received a call or voicemail for [redacted] from this customer. We have apologized to the customer for any delayed responses and are happy to report all concerns have been resolved.If we can be of any further assistance, please contact [redacted], field manager, at ###-###-####, via FAX at ###-###-####, or via e-mail at [redacted]@geico.com.Sincerely,Frank P[redacted]Assistant Vice President
[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 as Answered]
Complaint: [redacted]
I am rejecting this response because:The good news is that I have now, finally, received a check.Beyond that, the narrative presented by the company is grossly misleading. During this whole process, I spoke to a number of the company's representatives, and often these contradicted one another. In particular, I was told on more than one occasion that "the check is in the mail," when, in fact, this was untrue according to another representative.The trouble seems to be that people on the phone in this company make commitments that back-office people then fail to fulfill.While, as I say, I have now, finally, received payment, the road to getting it was troubled by utter confusion on the part of the people I spoke to.This company needs to take a good look at its own procedures. In the meantime, I cannot recommend it.
Regards,
[redacted]
August 18, 2016
[redacted]
Revdex.com of Metropolitan Washington DC
1411 K Street NW, 10th Floor
Washington, DC 20005-3404
Regarding: [redacted]
Claim Number: [redacted]
Revdex.com File Number: [redacted]
Dear [redacted]:
We have received your letter requesting further assistance on behalf of Mr. [redacted]. I welcome the additional opportunity to respond to Mr. [redacted]’s concerns.
I apologize if there has been a misunderstanding regarding coverage under Mr. [redacted]’s GEICO Casualty Company (GEICO) policy for Mr. [redacted]’s 2016 [redacted] Ram. Mr. [redacted]’s vehicle is insured with [redacted], and there is valid coverage for the 2016 [redacted] Ram for the date of the accident, including Collision coverage. Mr. [redacted] believes that an associate from our company assured Mr. [redacted] and Mr. [redacted] prior to the accident that any damage would be handled through Mr. [redacted]’s policy.
While we caution callers that their calls may be monitored or recorded, we do not keep recordings of every call received. Rather, we take a random sampling of calls for internal customer service audits. We do not have a recording of Mr. [redacted]'s call, but notes were taken during the call, and there is no documentation to support Mr. [redacted]’s assertion that GEICO agreed to provide primary and/or sole coverage for his truck. Additionally, Mr. [redacted]’s vehicle does not meet our vehicle ownership guidelines and cannot be added to Mr. [redacted]’s policy. Pursuant to Mr. [redacted]’s policy contract under section 3, Physical Damage:
“Any insurance we provide for a vehicle you do not own shall be excess over any other valid and collectible insurance.”
As Mr. [redacted] does not own the 2016 [redacted] involved in the accident, and there is a valid insurance policy in force with [redacted], the GEICO automobile policy would provide excess coverage according to the policy contact.
We have provided all available information, explanations and reassurances in response to Mr. [redacted]’s concerns. I sincerely hope this serves to resolve them. If you have any additional questions, please contact Claims Manager, Shanaya M[redacted], at ###-###-####.
Sincerely,
Shane W[redacted] | Assistant Vice President
GEICO Casualty Company | NAIC: [redacted]
SW/sm
[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 as Answered]
Complaint: [redacted]
I am rejecting this response because:This is disgusting an not 100% accurate as a side GEICO my last claim I have repeatedly contacted you and you have done nothing. My car was NEVER fixed nor was my floor mats given back to me that the collison shop you semt me to corrected either of these. I have called you multiple times for help, the shop never replied . You did NOT completed due diligence on my repair yet you have the nerve to charge outrageous charges for insurance that payment was sent and you did not get that is why I called pay on 10/10 which you neglect to accurately note the 10 calls that day. DISGUSTED with GEICO - I was forced to pay that on 10/10 I had no insurance because of you cancelling me.
Regards,
[redacted]
January 11, 2018 [redacted] Revdex.com of Metropolitan Washington DC and Eastern Pennsylvania 1411 K St. NW, 10th Floor Washington DC 20005-3404 Case #: [redacted] Dear [redacted], I have received your order to stop solicitation mailings...
to your address. We apologize for the inconvenience that this may have caused. [redacted]’s name/address is now on our Do Not Mail opt-out file, and as per our standard practices we will suppress this information from mail marketing campaigns. No additional solicitation mail will be received after January 2018. We continuously monitor the integrity of our mail opt outs and their application to mail marketing campaigns, including USPS’s National Change of Address data for up-to-date addresses, to ensure opt outs are not mailed for marketing purposes in the future. The DMA Do Not Mail List is also one of the tools used to determine mail opt outs. Again, we apologize for any inconvenience, and if you have further issues with receipt of GEICO marketing mail I would be glad to assist you directly in correcting the issue. Sincerely, Anthony E[redacted] GEICO Database Marketing Planner [redacted]@geico.com ###-###-####, extension [redacted]
[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 as Answered]
Complaint: [redacted]
I am rejecting this response because: Even though Geico was finally able to make payment to [redacted] (complaint was made before payment was issued) I am still unsatisfied with the entire process. I was given a rental for one week only, knowing that the Ford Focus is still on my credit, I am unable to purchase another vehicle and I am still making payments for a car that was totaled due to the slow response from the company. I am not aware of Geico's policy with regards to rental vehicles, but I was under the impression the at-fault party needed to provided a vehicle till I could purchase one and/or close to making a purchase. The rental car was returned within one week but payment was made in January!
Regards,
[redacted]
To Whom It May Concern:
GEICO has removed [redacted] from my auto insurance policy. I want to thank you so very much for taking care of this for me. In this economy, everyone is scraping to get by and this is such a relief for me since I felt like I was throwing money out for nothing.
[redacted]
September 18, 2017
[redacted]
Revdex.com
1411 K ST NW 10TH FLOOR
WASHINGTON DC 20005-3404
Customer ID No: [redacted]
Dear [redacted]:
We received your letter dated September 10, 2017 regarding the above noted customer. We have not included any personal identifying...
information in our response as you requested.
Our insured’s policy has been enrolled in Electronic Funds Transfer (EFT) since its inception date. The payments are scheduled to be extracted on or around the 9th day of every month.
On August 8, 2017 our insured called and spoke with an agent to update his banking information with the new routing number. Although our insured requested to have his August installment be processed with his new banking information, we were unable to stop the extraction that was already scheduled for August 9, 2017 using the prior routing number.
Since the August 9, 2017 payment was not honored by our insured’s financial institution, a $20.00 returned payment fee was applied to his policy balance. This fee is applied in accordance to the information provided to our insured at the time he enrolled in EFT.
It is an expectation for our agents to inform the policyholder when the regularly scheduled payment is already in route to the bank. Since this information was not conveyed to our insured when he called on August 8, 2017, we will remove the $20.00 return check fee from his policy balance. We spoke to our insured and informed him of our decision.
If there is any further investigation or documentation needed from GEICO, we will be more than happy to assist. Please feel free to contact Kim G[redacted], at ###-###-####, extension [redacted].
Sincerely,
Andrea B[redacted] Assistant Vice President
GEICO Secure Insurance Company
August 1, 2017
[redacted]
Revdex.com
1411 K. STREET NW 10TH FLOOR
WASHINGTON DC 20005-3404
Claim Number: [redacted]
Insured: Thomas Ho
Date of Loss: 06/17/2017
Complainant: [redacted]
Complaint Case: [redacted]
Dear Ms. [redacted]:
We are in receipt...
of your letter dated July 24, 2017.
Our insured, Thomas Ho, filed a claim on June 18, 2017. On the same date, we completed our liability investigation, accepted fault for the damages incurred, and made the call to the complainant, [redacted], to explain the inspection process. Based on his availability, we proceeded to schedule a field inspection for him and completed his initial estimate on July 11, 2017. We wrote an estimate for a supplemental damage item on July 18, 2017, while still at the shop for repairs.
After completion of repairs, Mr. [redacted] picked up his vehicle from the shop on July 20, 2017. On July 21, 2017, Mr. [redacted] called to explain that the vehicle was jerking and that certain repairs that were on the estimate were not completed and he would be bringing it back into the shop. Our local auto damage supervisor called him back the following day to review the concerns. Our supervisor proceeded to work with the shop manager to explain the concerns and the expectations. From these conversations, the shop took ownership of the repair issues and had already spoken with the owner on the same day to slate a pickup of his vehicle on Monday, July 24 while he was out of town. On July 22, 2017, our supervisor confirmed the aforementioned plan to explain the estimate process and the shop’s responsibility to correctly complete the repairs as outlined. Mr. [redacted] confirmed that he had understood the process and had a complaint with the same shop on a prior, unrelated repair. He also confirmed that our adjuster kept him informed of the process of this claim.
To acknowledge the specific items mentioned in the complaint letter:
• Shop verified they failed to replace the wheel. They had ordered it but failed to put that on the car.
• Shop verified their repair to bed and refinish could have been better.
• Shop told our adjuster that the alignment was done but mixed up the cars and never did the alignment initially.
• Shop was not aware of the cob webs but they did take off the bed to paint it.
As a resolution:
• Shop fixed the bed and refinish including paying for paintless dent repair to come in and repair unrelated dings to the bed.
• Shop put new wheel on the vehicle. Our local supervisor visually verified this Tuesday, July 25, 2017.
• Shop got alignment done on July 27, 2017 and was within specifications.
• Brad (shop manager) kept Mr. [redacted] informed all week.
• The shop completed corrective repairs.
We have confirmed that Mr. [redacted] has picked up his vehicle on Saturday, July 29, 2017 and followed up with an email to the shop manager stating his satisfaction with the corrective repairs.
Thank you for the opportunity to address your inquiry. Please let us know if you need anything further.
Sincerely,
Matthew L. M[redacted]
Assistant Vice President
Virginia Beach Regional Office
GEICO Indemnity Insurance Company
NAIC #[redacted]
...
Heather M[redacted] ...⇄ Assistant Vice President April 27, 2017 [redacted] Revdex.com 1411 K. Street NW, 10th Floor Washington, D.C. 20005-3404 Re: Complaint ID: [redacted] Dear Ms. [redacted], We received your correspondence dated April 21, 2017. We have not included any personal identifying information in our response. We attempted to contact our insured on April 21, 2017, and April 24, 2017, however we have not been successful in reaching them. Our insured purchased a policy effective May 30, 2015, for a 2006 [redacted]. On October 16, 2015, she contacted us to cancel the policy since she no longer had the vehicle. The policy was canceled as requested effective October 17, 2015. On November 21, 2015, she contacted us to reissue the policy for a 2009 [redacted]. The policy was reissued effective November 22, 2015. A scheduled bill was sent to our insured on December 8, 2015, reflecting $130.76 was due by December 22, 2015. A payment was not received and a cancellation notice was mailed on December 23, 2015. This notice advised payment of $130.76 was due no later than January 3, 2016. Unfortunately, a payment was not received and the policy canceled for nonpayment of premium effective January 3, 2016. A balance of $53.40 remains on the policy for coverage provided from December 22, 2015, to January 3, 2016, without a payment. Requests for the earned premium due were sent by mail on January 7, 2016, January 28, 2016, and February 18, 2016. Email requests were also sent on January 17, 2016, February 7, 2016, and February 28, 2016. We are sorry our insured has had financial difficulties. We have reviewed our records and do not have any record of our insured providing information regarding her filing for bankruptcy. We will be happy to adjust her cancellation date and billing accordingly, upon receipt of a copy of the bankruptcy paperwork or proof of other coverage prior to the policy cancellation. If additional information is needed, please contact Joy K[redacted] at ###-###-#### or [redacted]. Sincerely, Heather M[redacted] Assistant Vice President Tell us why here...
[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 as Answered]
Complaint: [redacted]
I am rejecting this response because:Good afternoon, My initial claim was filed with Geico Commercial Insurance on 2/10/2017. Following 28 days of processing, with little to no return phone calls from Geico on the status of my claim, I filed a first complaint with the Revdex.com on 3/8/2017. My complaint to the Revdex.com immediately prompted a phone call on 3/13/2017 from Mr. Jason W[redacted], a Geico Commercial Claims Adjuster. He sent me an official repair estimate of $5,545.92 for my vehicle and instructed me to drop-off my damaged car at the [redacted] West Palm Beach Dealership to get fixed. At first, the check was mailed to me but I decided it would be best to send it directly to the [redacted] dealership instead. I dropped my vehicle off at the [redacted] body shop the following day on 3/14/2017 and was told the car would be ready for pickup approximately 2-weeks later. On 4/1/2017, the [redacted] Dealership contacted me to advise that my car was ready. However, the dealership indicated that the check received from GEICO was insufficient and would only cover part of the repairs. Therefore, in order to retrieve my vehicle, I had to pay a difference of $1,513.16 using my personal credit card. Since 4/1/2017, I have been trying to reach my assigned adjuster Jason W[redacted] (Tel: ###-###-#### / email:J[redacted]) without success. It has been 11 days, and nobody is returning my calls or attempting to reimburse me as promised. Meanwhile, [redacted] has contacted me again to advise that there are additional repair costs that were not included in the final invoice provided to me when I retrieved my car. GEICO has been avoiding me as well as the [redacted] Dealership. GEICO needs to cover the full cost of my vehicle repair as promised.I would like GEICO Insurance to cover the entire repair costs of my vehicle as promised and also to reimburse me for the $1,513.16 payment I had to make out of pocket to retrieve my car from the body shop that they directed me to.
Regards,
[redacted]
This is in response to your email of July 6, 2016 addressed to Tony N[redacted] of GEICO. As requested, we have not included any of the customer's personally identifying information.We understand that the customer is not a GEICO insured. She stated that on June 14, 2016 an unauthorized withdrawal of...
$254.39 was taken from her bank account and applied to an existing GEICO policy. GEICO accepts payments on good faith, and we assume that the policyholder is the accountholder or has the accountholder's permission when making payments.The customer has not provided us with enough information to locate this payment. We have attempted to reach her three times asking that she give us a call so that we can discuss what is needed in order to locate the payment. To date, she has not returned any of our calls. She also stated in her complaint that her bank had settled the issue regarding the funds. We trust that means they allowed her to dispute the payment and have the funds returned to her bank account.If she wishes to pursue fraud charges for misuse of her bank account, the customer will need to file a police report. The police department will then serve us with a subpoena, at which time all information regarding the party that used her account information will be released to the police.GEICO is very concerned, and we are always quick in our attempts to resolve banking issues. In order for us to remove the customer's bank information, we must first locate the policy where the disputed payment was applied. In order to do so, we need at least the last four digits of her account number. Once the payment is located, we will immediately remove the customer's banking information.We trust that this information is sufficient to allow you to close out the complaint. If you have any additional questions or concerns regarding this issue, please feel free to call my associate, Barbara C[redacted], at ###-###-####, ext, 1271.Sincerely,Heather M[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Heather M[redacted] Assistant Vice President November 21, 20165 [redacted] Revdex.com 1411 K. Street NW, 10th Floor Washington, D.C. 20005-3404 ...
Re: Complaint ID: [redacted] Dear Ms. [redacted] We received your correspondence dated November 14, 2016. We have not included any personal identifying information in our response, as you requested. On November 5, 2016, our insured obtained a quote and purchased a policy online with a total premium of $649.39. The policy was reviewed by our underwriting department, and a prior policy was found where our insured’s spouse was a driver. This policy listed driving activity that was not listed on the spouse’s motor vehicle report or claims history report reviewed when the policy was purchased. The policy was re-evaluated with the new activity, causing a change in the risk characteristics and company placement. When this occurs, we cancel the current policy and send a Post Office Receipt Secure letter advising the policy will cancel. This letter had a mailing date of November 14, 2016. Once the letter is mailed to our insured, we attempt to contact them by telephone to review the information and, if possible, offer a replacement policy. On November 14, 2016, our insureds attempted to log into their policy online prior to our attempting to contact them for acceptance in the new company. They were unable review the policy online and called at 12:27 AM and spoke with one of our customer service representatives. At that time, there was no documentation from our Underwriting Department regarding the replacement policy. Regrettably, we advised our insured we would not be able to offer a policy due to their driving records. Our Underwriting Department spoke to our insured later that day, and offered to continue insurance in one of our other companies. However, our insured advised they had obtained a policy elsewhere. The policy has been canceled for the same date, per their request. We have refunded our insureds for unused premiums in the amount of $72.39. We regret this miscommunication occurred and are sorry for any inconvenience this may have caused. We hope this information is sufficient to allow you to close your file. If you have any further questions, please contact Joy K[redacted] at ###-###-#### or [redacted]. Sincerely, Heather M[redacted] Assistant Vice President Tell us why here...
December 15, 2016 [redacted]Revdex.com of Metropolitan Washington DC1411 K Street NW, 10th FloorWashington, DC 20005-3404 Regarding: [redacted]...
[redacted] Policy: [redacted]Revdex.com File Number: [redacted] Dear Ms. [redacted]: We have received your letter requesting assistance on behalf of [redacted]. I welcome the opportunity to respond to her concerns. I am sorry to hear about the difficulty Ms. [redacted]’ is experiencing in relation to her auto policy. Ms. [redacted]' was insured with us under policy number [redacted], effective March 12, 2014 to November 2, 2016. While we have a record of Ms. [redacted] contacting us on November 25, 2016, we do not have any records indicating that she requested to cancel her policy at that time. Additionally, our calls are recording randomly for quality and training purposes; therefore, we do not have a recording of this particular call. Despite this, we have backdated the cancellation of her policy since our records indicate that she did contact us on November 25, 2016. On November 12, 2016, my Customer Service Manager, Donavon E[redacted], spoke with Ms. [redacted] and apologized for any inconvenience that this matter has caused her. Per her request, Mr. E[redacted] updated her policy cancellation to November 2, 2016, and her policy now reflects a $0 balance. I hope that Ms. [redacted] will consider us for her future insurance needs and that this information is helpful in resolving her concerns. If you have any additional questions please contact my associate, Phillip Kashin, at ###-###-####, extension 7321. Sincerely, Maria S[redacted]Assistant Vice PresidentGEICO Indemnity CompanyNAIC: 22055
January 22, 2018 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] CLAIM NUMBER: [redacted] ...⇄ DATE OF LOSS: January 7, 2018 COMPANY: GEICO Indemnity Company Dear [redacted]: Our insured, [redacted], was involved in a single vehicle accident on January 7, 2018. [redacted] subsequently filed a claim through GEICO for the damage to his [redacted]. [redacted]’s vehicle was inspected by a local body shop, [redacted], on January 9, 2018. [redacted] took photographs of the vehicle and sent them to GEICO along with their estimated cost to repair the vehicle. The estimated repair cost of [redacted]’s vehicle came to $11,441.66; as reviewed by GEICO Auto Damage Adjuster James Samuel P[redacted]. Note Mr. P[redacted] goes by his middle name, Samuel, or Sam for short. On January 10, 2018, Mr. P[redacted] reviewed the estimate and ran a total loss evaluation to determine the market value of the vehicle. Upon receiving the value, Mr. P[redacted] confirmed the vehicle was a total loss. On January 11, 2018, Mr. P[redacted] sent a request for a salvage value of the vehicle in the event [redacted] wanted to retain the salvage vehicle. Later that day, Mr. P[redacted] emailed the total loss information, including a copy of the total loss evaluation, showing the vehicle value to be valued at $8,656.60. The email also included an outline of options for if [redacted] if wanted to retain the vehicle or surrender the vehicle for GEICO to take possession of. The email contained color coded “highlights” in the text to correspond the retention process with the retention settlement amount, versus the surrender process with the surrender settlement amount. On the afternoon of January 11, 2018, [redacted] called in to GEICO to advise that he had done some restorations his vehicle and would not accept GEICO’s offer. He mentioned putting a new engine in the car and that he would be sending in documentation to support the restorations. Mr. P[redacted] contacted [redacted] and discussed the total loss evaluation with him. [redacted] also advised that he did not have any mode of transportation as a result of the loss. On January 12, 2018, Mr. P[redacted] called [redacted] with a rental reservation number to address [redacted]’s not having any transportation. Mr. P[redacted] also advised [redacted] he would review the receipts sent in for the engine replacement in order to have it factored in to the evaluation of the vehicle. After verifying additional information, Mr. P[redacted] updated the evaluation to reflect the engine replacement. On January 13, 2018 Mr. P[redacted] emailed a copy of the updated evaluation to [redacted]. On January 15, 2018 GEICO Internal Auto Damage Supervisor Bradley G[redacted] contacted [redacted] to discuss the updated total loss evaluation. [redacted] advised he would accept the settlement and surrender the vehicle to GEICO. On January 18, 2017 GEICO received completed total loss settlement paperwork back from [redacted] and payment to [redacted] was overnighted accordingly. If there are any additional questions, please feel free to contact Claims Manager Donald T[redacted] at ###-###-####. Sincerely, Paul M[redacted] Assistant Vice President CC: [redacted] [redacted] Casper, WY. [redacted]