ComplaintsforGeico

• 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

• Initial Complaint

  06/27/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed paper work at 295 a month, then GEICO comes back 2 months later Charging me 371

  Business response

  07/24/2023

  July 21, 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.
  
  We spoke with our policyholder on July 21, 2023 and satisfactorily resolved the concern. 
  
  We trust this information allows you to close your file.  Please call *****************************,Complaint Underwriter, at ************, if you have any further questions.
  
  Sincerely,
  
  ******** ***********************
  Customer Service Manager
  
  

• Initial Complaint

  06/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had called Geico regarding my insurance they reassure me that I wouldn't have to give a down payment to reinstate my insurance for a 3 day gap now I called to reinstate my insurance and had to pay past due plus a down payment I feel like Geico don't communicate well and they do anything to take advantage of costumers. I would like my money back.

  Business response

  07/05/2023

  July 05, 2023
  
  DISPUTE RESOLUTION TEAM
  BETTER BUSINESS BUREAU
  1411 K STREET, NW 10TH FLOOR
  WASHINGTON DC 2005-3404
  
  Re: Complaint ID:  ********          
  
  To whom it may concern,
  
  We received your letter dated June 30, 2023 regarding a complaint filed by our insured. We appreciate the opportunity to address our insureds concerns regarding her GEICO Motorcycle policy. We have not included any personal or identifying information as the Better Business Bureau has requested.
  
  Upon receipt of this complaint, we reviewed our insureds policy and determined their policy was cancelled accurately due to non-payment. Our insured contacted GEICO to restart their policy. The payment collected to restart their policy included the past due balance from their prior policy as well as the first payment for their new policy. We explained to our insured the remaining balance and the payment to reissue the policy was required.
  
  We apologize for any frustrations this matter has caused our insured and appreciate the opportunity to address your inquiry. Should the Better Business Bureau require any additional information, please contact ******************** at **************** or email us at *************@GEICO.com.
  
  Sincerely,
  
  *******************************                                             
  Senior Director of Recreational Operations
  Virginia Beach Office

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Where do I start? I'm the loyal customer for 10 years, no records of ANY accidents. Few tickets here and there. But, Geico raises the premium like crazy - without informing the customers, just like I am supposed to know they will double my monthly payment! I had tickets before and it used to be a raise of $10-$15 per point a month for 3 years (which is insane). This time, I have 6 points, and they are raising my insurance from $400 a month to almost $800!!!! They do not disclose their point system, they say they have a right to use their own point system ( so basically if you got ticket with no points on Drivers License, you get points on your Geico policy), they always raise the monthly premium, it never went down for many years of being a customer, age, etc etc. The customer service is literally like robots saying we understand, these are the rules, we can do this and that. Me on my end? I can not do a thing. I have to deal with this nonsense and full disrespect, their so called people saved by switching to Geico is total lie, they do not care about their customers as they tend to say.Switching insurance ASAP and suggest you all do the same, before you get ripped off by switching to Geico.

  Business response

  07/11/2023

  July 11, 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 7, 2023, the policy information for the renewal term effective July 17, 2023 to January 17, 2024 was made available to the insured with an increase in six month premium from $1,943.00 to $3,464.70.
   
  Upon renewal, surcharges were applied to the policy for four new recently added convictions dated October 6, 2022 and March 20, 2023.  Three of the four convictions all shared the same conviction date of October 6, 2022.  As a result of the surcharges applied, the Five Year Good Driver discount the insured was previously receiving was removed as they no longer qualified for the said discount.
   
  Additionally, there was an increase in premium upon renewal due to a filed and approved statewide rate revision that was implemented starting upon renewals effective January 30, 2023.
   
  Insurance companies frequently re-evaluate their rates to keep up with the rising costs of repairing and replacing vehicles, treatment for injuries, and providing a legal defense for our policyholders after an accident if necessary. Despite GEICO’s best efforts to keep these costs down for our customers, the continued rising costs of claims experienced by our customers has necessitated the above referenced rate revision.
   
  Regrettably, the insured cancelled the policy effective June 27, 2023.
   
  It is GEICO’s position that the increase in premium was valid per our filed and approved underwriting/rating rules and guidelines as well as filed rate revisions with the New Jersey Department of Banking and Insurance.  It is important to note that driver’s license points are separate from insurance surcharge points. They are not the same thing. Insurance surcharge points may still be applied even if a conviction resulted in no points applied to the customer’s driver’s license.
   
  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

  Customer response

  07/12/2023

  Dear GEICO agents,

  On your side there is no communication between you and your customers which is not professional and no matter how many complains there will be, nothing will be changed. 

  In January my rate didn't go up after tickets in October, and as well there is no official document that provides your customers with points according to the tickets, which is not transparency and very disappointing. 

  The policy was closed due to better available rates, and more transparent communication. 

  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

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have insurance with Geico with Policy #********** and I just learned that an accident or claim is reported under my policy (this record was not there last time i checked in July 2022). I never had an accident or never had a claim with any insurance company. I called Geico yesterday Sunday 6/11/2023 and inquired about this accident. They said that I had created this claim online. I never did that. My mother originally helped to open an account with Geico and start this policy - she might have had access to this account to ask a question about an incident that she had in last year, but that incident did not pertain to me and I am asking Geico to remove this record from my record. I am asking for Geico to remove this claim from my account. *************************

  Business response

  06/23/2023

  Dispute Resolution Team
  BBB of Metropolitan Washington DC
  1411 K Street NW, 10th Floor
  Washington, DC  20005-3404
  
  Regarding:                  ***************************************            
  BBB File Number:      ********
  Claim Number:           ****************
  Date of Loss:               10/29/2022
  Company:                    GEICO Secure Insurance Company
  
  Dear Dispute Resolution Team:
  
  We have received your letter requesting assistance on behalf of ************************* and I welcome the opportunity to respond to his concerns.
  
  On October 29, 2022, we received an online report that **. *******'s ****** ***** struck an object in the roadway earlier that night. The report was filed on our company website by ******************, or by someone who has access to **. ******** account and password information. It was reported that the vehicle sustained damage to the front bumper and lights on the passenger side. The next day, an email was sent to ****************** informing him that a claim was successfully set up under his policy. Additional emails were sent to ****************** on October 31,2022, November 2, 2022, November 5, 2022, January 30, 2023, and February 28,2023, requesting that he contact us regarding the claim. We also called ***************** but were unable to reach him at the number we had listed on file for him. As we did not receive a response from ******************, on April 28, 2023, we sent him a letter informing him the claim would be closed. In light of the concerns expressed in his complaint, on June 22, 2023, a supervisor called ***************** to discuss the claim and left him a voicemail message.
  
  In the event of a loss involving a vehicle insured under the policy, per Condition 1 under Section III of the policy, notice must be given to GEICO stating the time, place, and details of the loss. In addition, Condition 5 states that an insured has a duty to provide all information we may reasonably require regarding the loss. In this case, ******************, or someone who has access to **.******** account and password, informed us of an incident which caused damage to his vehicle. Therefore, it is our position that establishing a claim as a record of the loss was appropriate.
  
  I hope this information is helpful in resolving **. ******** concerns.  If you have any additional questions, please contact Claims Manager *************************,at **************.
  
  Sincerely,
  *******************
  Senior Director, Claims
  GEICO Secure Insurance Company

  Customer response

  06/26/2023

  [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: I never made a claim on the website or app, if this claim was a error by site or app this isn’t my responsibility and shouldn’t be under my name. That crash that was reported never happened and I don’t know who made the report. 
  thank you

  Regards,
  
  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩