ComplaintsforGeico

• Initial Complaint

  08/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Disputing a $119 fee for my RV service. The Geico in North Carolina state that they canceled my RV due to the fact that they wont be covering collision and compression. I called Geico and they proceeded to give me a new policy and take my money for RV service that they don't have. Geico never stated that I owed a previous balance on my RV. Then I find out that the new RV policy does not cover my RV. I cancelled within 4 days and they state that I would get a refund for 11 dollars.

  Business response

  09/21/2023

  September 15, 2023
  
  BETTER BUSINESS BUREAU
  1411 K ST NW, 10TH FLOOR
  WASHINGTON, DC 20005-3404

  Complaint ID: ********
  
  Attention: Dispute Resolution Team,
  
  We received your correspondence, regarding the above noted complainant. We have not included any personal identifying information in our response as the Better Business Bureau has requested.
  
  As outlined in the North Carolina Personal Auto Manual (NCPAM), we are unable to offer rates for motorhomes on a Personal Auto Policy (PAP) since they are not considered Private Passenger vehicles. In accordance with the NC Commercial Manual, we are able to provide coverage for them on a separate commercial policy. As a result, when an existing North Carolina PAP insuring a motorhome is preparing to renew, a separate commercial policy is established for the motorhome effective the renewal date and revised paperwork is sent to our insureds.
  
  On March 15, 2023, an underwriter conducted a policy review of our insured's policy and identified the 2010 ********* ***** did not meet the underwriting criteria for a personal automobile policy as outlined above. As a result, a separate commercial policy, was established for our insured and her 2010 ********* *****, effective June 02, 2023. On March 21, 2023, GEICO sent a Post Office Receipt Secured (PORS) notice to our insured advising that we were unable to continue her voluntary insurance coverage with Government Employees Insurance Company. The notice further stated, her liability coverage had been ceded to, and would now be provided by, the North Carolina Reinsurance Facility (NCRF). As a result, Property Damage Liability Limits Over the Limit of $50,000, Uninsured Motorist Property Damage Coverage Over the Limit $50,000, Other than Collision, and Collision Coverage provided by the previous policy would be terminated effective 12:01 a.m. on June 02, 2023. The notice stated, since our insured's 2010 LEXINGTON 255DS was not a private passenger vehicle, that it would be insured on the new commercial policy, with liability coverage, effective June 02, 2023. The notice further advised that our insured would receive the new policy information shortly and the new policy paperwork was sent to our insured for her new commercial policy.
  
  On June 05, 2023, we contacted our insured regarding the new commercial policy number ending in 11 and reviewed the coverages and policy changes with her. On June 09, 2023, we received our insured's written request to cancel her commercial policy, effective that same day. Our insured's cancellation request was processed and resulted in a credit amount of $11.66 which was refunded to her credit card on file on June 12, 2023.
  
  According to our records, billing notices were sent to our insured regarding the balance due of $119.64, for her canceled PAP, on June 04, 2023, June 24, 2023, July 15, 2023, and August 05, 2023. On August 16, 2023, our insured spoke with an agent and supervisor and was advised of the accuracy of the balance due of $119.64 for coverage provided on the previous policy through June 02, 2023.
  
  Upon receipt of this complaint, we have reviewed our insured's polices. Our review revealed the balance due of $119.64 was for her original policy ending in 85 which canceled effective June 02, 2023. In addition, the $11.66 credit was refunded for the new commercial policy, once it was canceled effective June 09, 2023. We have confirmed that both amounts were accurate, and our insured was notified of this. We have also confirmed there has been no mishandling of our insured's policies.
  
  We appreciate the opportunity to address our insured’s concerns and consider this matter resolved. Should the Better Business Bureau require any further information or documentation for this file from GEICO, please contact  ********** at ************** or ***********************************.
  
  Sincerely,       
  
  ******** ***********************
  Manager 
  Virginia Beach Regional Office

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ON AUGUST 12TH, 2023. I CONTACTED GEICO TO SEE IF THEY COULD GIVE ME SOME ASSISTANCE W/MY BILL DUE TO MY HOUSEHOLD GOING FROM ONE INCOME TO TWO INCOME MY BILL SHOWED I OWED 559.00 AND I WANTED TO KEEP MY POLICY ACTIVE BECAUSE I HAVE TO TRANSPORT MY CHILDREN TO AND FROM SCHOOL. I SPOKE WITH A GEICO REPRESENTATIVE WHO DISCUSSED MY OPTIONS AND TOLD ME IF I PAY $366.12 BEFOR 11:59 THAT NIGHT THAT MY POLICY WOULD NOT BE CANCELED. I TOLD HER I WOULD BORROW THE MONEY AND MAKE SURE IT WAS PAID TO KEEP MY POLICY IN AFFECT. I WAS ABLE TO MAKE THE $366.12 PAYMENT BEFORE THE TIME THAT WAS GIVEN. THE NEXT DAY, I GO INTO THE APP TO MAKE SURE PAYMENT WAS RECEIVED AND POLICY WAS STILL IN AFFECT TO LEARN THAT THE POLICY HAD BEEN CANCELED. I CALLED GEICO AGAIN AND GO ANOTHER REPRESENTATIVE, EXPLAINED TO HER WHAT I WAS TOLD ON AUGUST 12TH SHE THEN PROCEED TO TELL ME SHE NEEDS TO PULL THE CALL AND PLACED ME ON HOLD FOR 30 MINUTES SHE THEN CAME BACK AND SAID I AM STILL LOOKING FOR THE CALL CAN I HOLD AGAIN, I HELD. AFTER ABOUT AN HOUR, SHE CAME BACK AND SAID, THERE ARE NO MANAGERS AVAILABLE THAT CAN REINSTATE THE POLICY TONIGHT CAN YOU CALL BACK TOMORROW AND I WILL NOTATE THE ACCOUNT, I SAID YES. I CALLED THE NEXT DAY AND SPOKE WITH A SUPERVISOR WHO ADV ME THAT HER AND ANOTHER MANAGER WERE WORKING TOGETHER AND NEEDED TO GET A DIRECTOR INVOLVED TO SEE IF THEY COULD REINSTATE THE POLICY. I WANTED TO REPORT THIS BEHAVIOR BECAUSE AS AN INSURED PROVIDER, IF I CALL YOU AND ASK YOU TO HELP ME KEEP MY POLICY ACTIVE AND YOU GIVE ME INSTRUCTIONS ON WHAT I NEED TO DO AND I DO IT AND THEN, THE POLICY GETS CANCELED AND THEN I GET THE RUN AROUND ABOUT WHAT IS REALLY GOING ON WITH OTHER REPRESENTATIVES AND UPPER MANAGEMENT AT YOUR COMPANY THIS IS BAD BUSINESS. THE EMPLOYEES THAT WORK FOR THIS COMPANY DID NOT DO RIGHT BY ME AND NOW I AM SUFFERING FOR IT. THE CEO NEEDS KNOW HOW THEIR EMPLOYEES ARE HANDLING PEOPLE THAT KEEP YOU IN BUSINESS. I WAS TOLD BY THE LAST REPRESENTATIVE THAT NEITHER ONE OF THE REPRESENTATIVES I SPOKE WITH DOCUMENTED THE CALL AND NEITHER CALL WAS RECORDED. I DID NOT MAKE UP THE NUMBER $366.12 IT WAS TOLD TO ME AND WAS REASSURED TO ME THAT IF I MADE THIS PAYMENT I WOULD BE FINE. I NEED SOMEONE TO GET TO THE BOTTOM OF THIS AND I NEED ANSWERS NOW BECAUSE I SPENT MONEY THAT HAD TO ME BORROW TO PAY GEICO. I NEED SOMEONE TO LOOK MORE INTO WHAT HAPPENED AND WHO DROPPED THE BALL ON MY POLICY BEING CANCELED. MY NEXT STEP IS TO WRITE A LETTER TO THE CEO AND PRESIDENT OF THE COMPANY AND I WILL CONTINUE UNTIL SOMEONE TELLS ME WHY GEICO FAILED ME. I AM DISSAPPOINTED AND FRAUSTRATED WITH HOW I WAS TREATED AND I NEED ANSWERS.

  Business response

  09/15/2023

  September 15, 2023

  Dear Sir/Madam,

  We received your correspondence regarding the above-noted complaint number. We have not included any personal identifying information in our response as you requested. Thank you for the opportunity to address the consumer’s concerns.

  We sent a cancellation notice to the consumer for $351.12 due by July, 21, 2023. The consumer made the payment online at GEICO.com via eCheck. This payment rescinded the cancellation and a new bill for $193.01 was issued with a due date of August 5, 2023. 

  On July 31, 2023, the $351.12 payment was reversed and a $15.00 non-sufficient funds fee was applied to the policy. The $366.12 mentioned by the consumer is the amount of the July 21st payment and the $15.00 fee in total. This amount was not billed as a separate amount and due to this payment not being received in July, we issued a new cancellation notice for $559.13 due by August 12, 2023. 

  The consumer made two payments online for $96.00 and $270.12 on August 12, 2023. This left a remaining payment of $193.01 due. As the cancellation notice was not paid in full the policy cancelled. A refund of $113.68 was provided to the consumer.

  We are sad to hear that the consumer has been in a financial bind but after further review of the policy, there is no verifiable GEICO error. Therefore, we will not reinstate the policy without a lapse and recommend the contact us for a quote to reissue the policy or obtain other insurance.
  

  We trust this information is sufficient to allow you to close your file. Please call ****** *******, Complaint Underwriter, at ###-###-####, if you have any further questions.
  

  Sincerely

  Manager
  Service

• Initial Complaint

  08/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had automatic payments set up with Geico. I had to use my mothers account when setting this option up because I didnt know my routing number or my account number to my debit card and didnt have my check book with me at the time of setting it up. I called Customer Support on July 18th and asked for them to remove that card from my account and gave them the information to my account so they could debit my account. July 28th called Customer Support for the second time because I had noticed that her card was still in my account when I had entered my account to see when the payment would be coming out of my account. Called Customer Support for the 3rd time on August 1st because my mothers account was charged and it caused her to overdraft her account and it needed to be sent back to her because I had that account removed twice and that transaction was not approved there for it was an illegal transaction. They guaranteed me that it was resolved. Called customer support on Aug 2nd because I was informed that my mother was charged another overdraft fee from her bank which now has cost her a total amount of $50 dollars. The representative refused to let me speak to a manager and then I was hung up on when I told her to cancel my policy??

  Business response

  09/01/2023

  please let us know if you have any questions

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Home owners for 23 yrs with ******* ******. Raised 3 children now adults. Last college grad still with us. We've never needed renters insurance and never have our children. We've paid for their car insurance until they move out. We pay ******** and made a call when her car was purchased to have seperate billing so when she moves out, we will not need to make any calls. I noticed a charge on my bank account that made me curious to look deeper to find out that we've been charged for months "Renters Insurance" that we never authorized. We trusted Geico and others so we dont look at every penny becuase we know who we do business with. Well GEICO proved that that is a huge error on our part. 7/25/23 we called ******** (bank statement info) they told us Geico gave them our credit card info and authorized renters insurance. That we never did. We requested credit for $91.88 (Feb-July/2023) and cancel immediately. A supervisor was taking care of it. We received 2 months credit. I called today regarding $61.60 credit balance not received. Jameshia B. advised us that they have no affiliation with Geico and didnt get our information from them. Now im concerned and seeking legal counsel because 7/25 the rep confirmed the last 4 digits of my CC# and all od our personal information. So not only are these unauthorized charges, there's FRAUD in GEICO. She also said the charges have been applied to the account since 2022 for renters insurance with them!!!! Why is GEICO being permitted to share CC information and authorize services that we neever requested? This is an outrage! Over 20 yrs with them and this is how our account gets handled. I want the credits going back as far as the 2022 charges with this ******** fraud and depending on how GEICO handles resolving this matter, will determine whether or not, we will consider taking legal and public action against GEICO for the personal and financial release of my information wthout me or my families knowledge or authorization.

  Business response

  08/14/2023

  BBB serving Metro Washington DC and Eastern Pennsylvania
  1411 K St. NW, 10th Floor
  Washington, DC, 20005-3404
  
  August 14, 2023
  RE:   Complaint ID  ********; ***** and ***********************
  

  Dear Dispute Resolution Team,
  
  GEICO Insurance Agency, LLC (GIA)  is an agent for ******** who places business with ******** ******* Insurance Company of *******. As an agent, we must abide by the rates, rules, and guidelines set forth by the carrier. The carrier handles all cancellations and refunds.
  

  Effective September 23, 2022, a renter policy was purchased in the name of ********************** for a residence of ******************** Washingtonville NY ********. The policy was billed on monthly recurring installments.
  
  The policy documents and billing schedule were mailed to the policy address of *************************** Washingtonville NY *********** confirming the coverage, terms, conditions, and premium agreed to at the time of sale.
  
  Monthly payments were provided as agreed each month until July 2023. At that time, the carrier ******** was contacted, and coverage was terminated. Per the terms and conditions of the carrier cancellation was backdated 2 months and a refund provided.
  
  Premium was collected for eleven (11) consecutive months prior to cancellation request. Premium was charged for the time the policy was in force. No additional refund is due.
  
  Sincerely,
  
  *********************
  GEICO Insurance Agency, LLC

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a letter stating that the underwriting department *********************************** has determined that I am using my vehicle to carry passengers for hire or compensation and my insurance will be terminated on 9/20. This is fraudulent information and I have never used my vehicle for such things. I work at ********* and have been there for 2 years and before that I worked at ********** for 3 years and have this insurance coverage for 3 to 4 years. I can not get anyone to give me a straight answer or where this information was received from. Instead they are asking me to call Uber and Lift to verify I don't work for them instead of the underwriter doing her due diligence.

  Business response

  08/16/2023

  August 15, 2023
  
  Dispute Resolution Team
  Better Business Bureau
  Consumer Affairs
  1411 K Street Northwest, 10th Floor
  Washington, DC  20005-3404
  
  Re:      Complaint ID: ********       
  
  Dear  Sir/Madam,
  
  We received your correspondence regarding the above-noted complaint number.  Thank you for the opportunity to address the consumers concerns.
  
  Our policyholder has not provided the requested information which may change the outcome; therefore, we respectfully stand on our initial decision.   
  
  We trust this information is sufficient to allow you to close your file.  Please call *****************, Complaint Underwriter, at ************,if you have any further questions.
  
  Sincerely,
  
  ******** ***********************
  Customer Service Manager
  
  

  Customer response

  08/28/2023

  I never received a notice nor phone call stating what I formation was needed. This new under writer who addressed this letter I've never had any contact with. I wouldn't even know how to go about contacting whomever they accuse me of driving for.

  Business response

  09/14/2023

  please let us know if you have further questions. 

• Initial Complaint

  07/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I’ve been insured with Geico without any issues. I received a request for verification of my address, household drivers , and a confirmation that my ******* Vin was accurate. I am opted electronic communication with Geico. I received a deadline of 12:00 am on 6/28/2023 to sign ********* and submit other docs. Because my street has a mail thief, I forwarded my mail to a P.O. Box. Nothing to do with Geico and yet they changed my home address to my mail forwarding address. Don’t know how they had access. So my address where I keep my vehicles never changed . They changed it . I also confirmed no other drivers in the household. My siblings moved out several years ago. And the ******* vin was accurate. I also confirmed my ****** was registered. ******** timestamped 4:57pm on the 27th as complete. All other docs were sent at 10:54pm ok the 27th. I received an email saying they’d received the documents. The email from Geico came in at 12:06 am on the 28th. They cancelled my insurance. I phoned and submitted timestamps and email records and was told that my insurance would be reinstated within 24 hours. Then I received an email from sales saying my docs were received on the 29th. I responded with same info and received another email saying they received at 12:01 am on the 28th and therefore I was late. I contacted them again they said too late but we can reinstate you for a 6 months premium at about 100% increase in rate. I had an accident in which Geico and the opposing insurance determined me not at fault although police report said my fault . Opposing insurance changed their mind and prior to arbitration I told Geico the accident report was flawed. They didn’t want the info and they lost arbitration. The info I had was that the street diagram did not show 2 lanes but one and did show but not mention the other party crossed 2 solid double yellow lines. I have video and photos. They didn’t want them . Now State farm is suing me. I want me insurance reinstated at my rate.

  Customer response

  07/24/2023

  Geico has reached out to me and resolved the complaint. I received an email from them stating that they did in fact receive my required documents on time. They said my policy was reinstated with no lapse in coverage and apologized for the inconvenience. 

  Business response

  07/31/2023

  July 31, 2023
  
  BETTER BUSINESS BUREAU
  1411 K Street, NW, 10th Floor
  Washington, DC 20005-3404
  
  Attention:        Dispute Resolution Team
  
  Complaint ID:  ********
  
  Dear Dispute Resolution Team:
  
  We have received your request for assistance on behalf of our insured.
  
  Our records reflect that on May 01, 2023, our Underwriting Department sent a letter to the mailing address in the policy file requesting completion of a Household Resident/Vehicle Operator Questionnaire, Vehicle Use/Garage Location Questionnaire and current vehicle registrations showing our insured’s name as registered owner for all vehicles insured under the policy. This letter advised that a failure to provide the requested underwriting information by June 03, 2023 could result in the cancellation of the policy.
  
  On April 28, 2023, an email was also sent providing notification that we had mailed a notice regarding the policy which could be viewed under the Policy Documents section of our insured’s online account. Our records reflect that this email was opened on April 28, 2023. A link was also provided to review the notice.
  
  When the information was not received, a Post Office Receipt Secured letter was generated on June 06, 2023 and mailed on June 07, 2023 advising the policy would terminate at 12:01 AM on June 29, 2023 due to failure to provide the requested information. Additionally, notification was provided that if the information previously requested was received prior to the actual date of policy termination, any reconsideration of the termination decision would be subject to a review of the information provided. An email was also sent on June 06, 2023 advising of the notice that had been mailed and a link was provided to review the notice via our insured’s online account. We confirmed that this email was opened on June 06, 2023.
  
  Our records reflect that we received multiple sets of documents that our insured provided. Our initial review reflected that the entirety of the information was not provided prior to the
  termination date. However, after further review we confirmed that all information was received on June 27, 2023. As a result, we reconsidered the cancellation and the policy was reinstated without a lapse. The policy documents confirming the reinstatement were issued on July 14, 2023.
  
  If you have additional questions please contact our analyst, ***** ********, at 1-***-***-****, extension ****. 
  
  Sincerely,
  
  ******** ***********************
  Manager
  GEICO General Insurance Company
  

• Initial Complaint

  07/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  07/07/2023 Around 9:30 am Called from: ************ ************************************* called our office requesting an address. We have 2 offices and we asked which one is she requesting information for. She became frustrated and replied, "Can you just give me an address, *****!". If your calls are recorded, please check her call log. Unprofessional to say the least. There's no reason to speak to anyone in that matter, frustrated or not.

  Business response

  07/28/2023

  Dear Dispute Resolution Team,
  
  Thank you for your letter dated July 15, 2023.
  
  We have reviewed our claim file and the concerns presented by **************. We reviewed our records and were unable to locate a recording of the call that took place; however, we can confirm that the call was not made by *****************  Our records reflect another adjuster spoke with ************** on the conversation in question.  We have been unable to verify the alleged remarks from the complaint.  We apologize for any unprofessional communication that may have taken place. 
  
  Sincerely,

  ****************************
  Senior Director, Claims

  Customer response

  07/31/2023

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************
  
  

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a letter from Geico informing me that I was receiving a rate increase of 8.97% for my 6-month renewal premium. The reasoning that Geico listed in the letter was for a NOT AT FAULT claim that I made with Geico on 3/13/2023, in which I ONLY called to make Geico aware of my vehicle being hit with a gate, and also informed them that I was going after the responsible party’s insurance, meaning that I DID NOT have any repairs done through geico, nor did I take any money from them. They did absolutely nothing at all, and listed this as a reason for raising my 6-month premium. In addition, when I originally called in March, and again as recent as two weeks ago, I was told that “not at fault” claims DO NOT raise your insurance premium, which, per this letter, is not true. I have been told this countless times over the years. I need help with this, please.

  Business response

  07/28/2023

  July 28, 2023  
  Dear Dispute Resolution Team,  
  We are in receipt of your correspondence dated July 15, 2023, regarding a complaint filed by our  policyholder. We have not included any personal identifying information in our response, as you  requested.  
  The referenced claim is classified as a Not At-Fault accident and is not surcharged on the policy as  mentioned in the complaint. The increase in premium was solely due to a change in the Tier  Rating. Tier Rating provides GEICO Secure Insurance Company with the capability to underwrite and  rate for multiple pricing levels within a single company. Our policyholders are required to inform  GEICO of any claims, whether the policyholder is At-Fault or Not At-Fault, as detailed in our auto  insurance contract.  
  I regret our policyholder disagrees with the premium increase; and, although the accident was a Not  At-Fault loss, we must comply with our filed rate plan and apply the appropriate Tier change to this  policy, just as we do for all our GEICO insureds. Our policyholder also filed a complaint with the  Maryland Insurance Administration. Upon receipt of both complaints, we reviewed the policy and  confirmed there was no mishandling, and the policy is rated correctly.  
  We appreciate the opportunity to address our insured’s concerns. Should the Better Business Bureau  require any further information or documentation for this file from GEICO, please contact *****  ******* at ********@geico.com or ***-***-****.  
  Sincerely,  
  
  ****** ****** p.p. ******** ************  
  Manager  
  
  

  Customer response

  07/30/2023

  [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: ********
  
  I am rejecting this response because:
  
  Again, Geico did NOT pay for anything, resolve anything or repair anything with my vehicle as it relates to the incident on 3/13/2023, and I simply called them on 3/13/2023 to inform them of what happened. I was told by Geico agents that them submitting the information that I simply informed them of as a claim did NOT mean that I was looking to have geico repair anything with my vehicle, and that it would not have ANY effect whatsoever. These calls are recorded and on record. My vehicle is still damaged as of this response, and has NOT been repaired by Geico, and again, I was informed by Geico agents that me simply calling and informing them of what occurred would NOT have any bearing or cause any tier changes to my policy. All of my dealings with repairing my vehicle has been with the responsible parties insurance.
  
  Regards,
  
  *************************
  

  Customer response

  08/16/2023

  [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: ********
  
  I am rejecting this response because:

   In reference to my complaint, my concern/issue is that two different Geico claims agents told me that opening a claim for a not-at-fault incident would NOT have any affect on my auto insurance policy tier-status, premium or standing whatsoever. I was assured of this by two separate Geico claims agents during two separate calls that occurred between March and July 2023. As indicated in the letter that Geico sent to me dated June 15th informing me of the premium increase as a result of them changing my tier-status, what I was told by those two Geico claims agents was not true, and actually did result in a premium increase and an insurance tier-status change. I called Geico for advisement after I could not get a response from the responsible party's insurance company, and was told by Geico that I would need to open a claim for them to advise me at all. I explained to the agents that I did not want to open a claim, as I was not seeking repairs or a pay-out from Geico, and did not want to cause any current or future premium increases or tier-status changes to my policy. After I explained that I did not want any of this to occur, I was assured by the Geico agent that I would not incur any premium increases or tier-status changes, and that the claim would be for information only. I choose not to open the claim at that time, as I wanted to give the responsible party's insurance company more time to respond, and because I was weary of opening a claim for information purposes out of fear that it indeed would cause a status change or an increase in my premium. After this call, I waited a few weeks (in waiting to receive any correspondence from the responsible party's insurance), and called Geico once more to ask again if opening a claim would have any affect on my tier-status, or future/current premium rate, and was again told that it would not by Geico claims agents. Following this second assurance by a Geico claims agent, I opened a claim so that I could simply get advisement from Geico because of negligence on the part of the responsible party's insurance company. My concern is that I was given false information and baited into a premium increase as a result of my tier-status change. The inaccurate, false and misleading information given by the two Geico claims agents should be investigated, and should not fall on me, financially and with the tier-status of my insurance. I was told that the calls are recorded by Geico, and should be available should the BBB need them to investigate. In addition, this claim did not result in any repairs or pay-out from Geico, as my vehicle is still damaged.
  

  Regards,

  
  ******* *****

  Business response

  08/30/2023

  July 28, 2023  
  Dear Dispute Resolution Team,  
  We are in receipt of your correspondence dated July 15, 2023, regarding a complaint filed by our  policyholder. We have not included any personal identifying information in our response, as you  requested.  
  The referenced claim is classified as a Not At-Fault accident and is not surcharged on the policy as  mentioned in the complaint. The increase in premium was solely due to a change in the Tier  Rating. Tier Rating provides GEICO Secure Insurance Company with the capability to underwrite and  rate for multiple pricing levels within a single company. Our policyholders are required to inform  GEICO of any claims, whether the policyholder is At-Fault or Not At-Fault, as detailed in our auto  insurance contract.  
  I regret our policyholder disagrees with the premium increase; and, although the accident was a Not  At-Fault loss, we must comply with our filed rate plan and apply the appropriate Tier change to this  policy, just as we do for all our GEICO insureds. Our policyholder also filed a complaint with the  Maryland Insurance Administration. Upon receipt of both complaints, we reviewed the policy and  confirmed there was no mishandling, and the policy is rated correctly.  
  We appreciate the opportunity to address our insured’s concerns. Should the Better Business Bureau  require any further information or documentation for this file from GEICO, please contact *****  ******* at ********@geico.com or ***-***-****.  
  Sincerely,  
  
  ****** ****** p.p. ******** ************  
  Manager  

• Initial Complaint

  06/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  June 21, 2023 Policy # ************* Geico added a 3rd person to my policy without my consent.That person does not live in my household. Shes my wifes niece and resides in Europe. She gave our address to DMV.texas.gov because she had renewed her drivers license and needed an address in ** to have that submitted.After calling Geico a few times they finally removed that person from the policy but still want to charge me for the days between adding that person to the policy and removing her. During the calls they were implying that we were being dishonest for not wanting to add her to the policy.I feel harassed, bullied, exploited, with my privacy rights ripped.

  Business response

  07/21/2023

  July 21, 2023

  Dear Sir/Madam,

  We received your correspondence regarding the above-noted complaint number. We have not included  any personal identifying information in our response as you requested. Thank you for the opportunity to  address the consumer’s concerns.  
  

  We have reached out to the consumer but unfortunately were unable to speak with them. 
  

  We have removed the driver from the consumers policy effective the same date they were added to  ensure no impact to the consumers premium. We have issued a refund of the $13.05 that was previously  collected for the driver and apologize for the frustration. We have sent out documentation to the  consumer confirming the adjustment. 
  

  We trust this information is sufficient to allow you to close your file. Please call ****** *******,  Complaint Underwriter, at ###-###-####, if you have any further questions. 
  

  Sincerely, 
  
  Manager  
  Service
  

  Customer response

  08/06/2023

  Dear BBB,

  I can confirm that I've received the refund. 

  I think it would be important to know if GEICO has changed or implemented processes to avoid this happening in the future. Also, GEICO should audit their current contracts to verify how many customers suffered with this problem and correct the situation.

  Thank you so much for all your help, this wouldn't have been resolved without your intervention.

  Best regards,

  *****

• Initial Complaint

  06/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Do not use this insurance company! I received my renewal statement for next month and my car insurance increased by over 50% with no warning. I have no accidents, no ticket and they have the nerve to raise rates too Crazy amount. I hope they lose lol their customers. Greedy pieces of ****. I will never use this company again and I will warn everyone I know not to use them as well.

  Business response

  07/13/2023

  July 13, 2023

  Dear Dispute Resolution Team:
  
  This will acknowledge receipt of your request regarding the above-named case number.
  
  GEICO’s records show that on June 21, 2023, the policy information for the renewal term effective July 31, 2023 to January 31, 2024 was made available to the insured with an increase in six month premium from $597.80 to $951.90.
  
  Prior to every renewal, we review the policy to determine the rate we can offer based on the underwriting characteristics of the policy.  When the policy was reviewed on May 19, 2023 for the July 31, 2023 renewal, a review of the policy showed a newly reported conviction dated October 26, 2022 that had previously not been taken into consideration.  Due to the change in driving history, we updated the rating of the policy upon renewal which resulted in an increased premium.  Additionally, it was reported to GEICO on June 3, 2023 that the insured had a new conviction dated March 17, 2023 and this activity was added to the policy.  Per our filed rules, a surcharge was applied upon renewal effective July 31, 2023 for this conviction.  As a result of the surcharge, the Five Year Good Driver discount the customer was previously receiving was removed since she no longer qualifies for said discount.
  
  On June 23, 2023, the policy was cancelled per request of the insured.
  
  It is GEICO’s position that all proper procedures were followed in the handling of the policy in question. While we understand the customer’s concern, we maintain the increase in premium was valid due to the change in her driving history.
  
  If you have any questions, or if GEICO can be of any further service in this matter, please contact ******* of GEICO’s Executive Office at ###-###-####.  
  Sincerely,
  
  *** ********* p.p. ******** ************ Customer Service Manager

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