Complaint submitted to NM Insurance Commission about GEICO. 

Thank You for taking the time to look at this.

 

I have provided the suggested documentation from my doctor stating that treatment was directly related to the car crash and was medically necessary.  Regarding medical record releases:  They have had medical releases in their possession for quite some time.  If GEICO led you to believe, they do not have medical releases they are being untruthful.  I also have a confirmation letter stating that they received the medical releases.  Despite having received all of this GEICO has made no additional contact with me concerning resolving this claim.  I feel they are stalling. 

 

I initially contacted the insurance commission substantially before a demand letter or the full package of evidence had been submitted to GEICO because of the way they were behaving.  I thought it amounted to bad faith and wanted to know the laws concerning this.  I was told by Morris Chavez to wait until I had an official response in writing before submitting an official complaint.  Which I did.

 

My initial concerns are as follows.

 

1.  Immediately after the crash they raised my premium by $20/month without any notice.  (It is set for automatic debit paid in full for 6 months at a time).  When I asked why the premium had been raised they

1. 1^st said they did not know why and I would have to call back to speak to someone else. 
2. 2^nd time I called they said I called after hours and they can only answer those kind of questions during business hours, and they would leave a message for someone to call later. 
3. 3^rd time I called they said they did not raise my rates, that they are the same as before. 
4. I asked for a supervisor, they then said oh I see you had elected to use your car for business.  I told the person I did not do that, and that clearly it was because of the claim and that since this was an uninsured motorist and have no blame in this crash my personal rates should not be raised.  They said they would look into it and to call back after some time (I think they said 5 business days, but I am not sure). 
5. I then called back and they said that they no longer cover any business vehicles and that the rate was dropped back to what it was pre-crash.
6. When I called a couple days later to confirm the rate, they said it had never been changed and they have no evidence of any changes in rate.  (The debit card was refunded)

 

2.  Refusal to provide a copy of the contract covering the time during the crash, the current contract and the contract from when I first signed up.  I asked for a contract policy a minimum of 12 separate times and have been told the following: 

1. By the claims adjuster, that I would need to contact customer service for that information. 
2. Customer service repeatedly sent me the policy coverage document, though I read it word for word and told them that was not what I wanted but I wanted the actual contract with the legal terms. 
3. That they (the person on the phone) don’t have access to contracts and someone would call back with access.
4. When I would call back, they would say they have nothing in their file confirming the previous conversation or that someone would call back.
5. Over the email, they said email was not secure and could not be used for official business.  
6. Several customer service representatives argued with me about why I needed the contract and insisted I do not need one. 
7. That the renewal notice has the policy changes on it, and that is all I need to know.
8. That if I want to know the policy I just need to call and ask them and that would suffice. 
9. That they find it suspicious and doubt my motives for wanting a copy of the contract and will be putting that “in my file”.
10. That I should have kept the original contract from 2001.
11. That they did not store records that long and since I am an older customer they would have to research it. 
12. Then upon a call back was told that they can not do this because I am now enrolled in e-policy and have no paper documents.
13. I must go to the online customer service center and the contract would be there.  I went to the customer service center online and the contract was not there.  I repeatedly was told that they had updated it in the system and if I go look in 24 hours the contract would be there.  It was not, and continues to not be available online. 
14. Eventually I received a generic copy with legal terms but I do not know what exactly this refers to since I asked for the original contract, the contract that covered the crash, and the current contract.

 

3.  They have repeatedly minimized liability and said the following things. 

1. You are not even the primary driver, so we really don’t owe you anything.   
2. You aren’t on the title of the crashed car, so you really have no claim. 
3. The payment comes in the primary drivers name so you really are trying to collect on a policy that isn’t really yours.
4. We don’t owe you anything, this offer is just out of courtesy and to avoid hassle.
5. If I had health insurance, part of the bills would be covered by them, so they only owe part of the health care and they should not be penalized because I do not have health insurance. 
6. If I had workers compensation, then part of the lost wages would fall under that insurance so they do not cover lost wages. (I was not working during the crash).
7. In regards to paying the current Chiropractic charges, which was completed earlier, that they are not responsible for the interest charges, can only issue 1 check, and if I am concerned about my credit and accruing interest then I should just settle the entire claim now.  (This was before medical treatment and evidence was complete)   

 

4.  Geico repeatedly has been difficult and uncooperative in evidence about the case.

1. They repeatedly said they could not look a video or an mp3 at the crash due to security on their computer.
2. They said they do not need and will not look at witness letters and that witnesses are not considered.
3. They said they do not care what the CEO of my company says my wages are.
4. When they have refused to look at and evaluate evidence I have submitted I asked what would be acceptable evidence and they said they can not tell me what they will accept or they make a ridiculous demand (prove that you have no pre-existing conditions, prove your income for the past 5 years, prove you didn’t have nightmares about your head being cut off before this crash)
5. When I have gotten them to say what they will accept/need as evidence, after it is submitted, they say they want something different.  (My letter to Supervisor Amy Akins explains this in more detail).

 

5.  GEICO has been uncooperative and condescending with no interest in reasonably solving this claim

1. Quote “I have been in an accident before and I didn’t have any problems”.
2. Paraphrase “You are athletic and healthy, so you recovered quickly and there really wasn’t much damage, besides, if there is any you would heal quickly”
3. They continuously make up stories and alternate explanations instead of simply relying on facts and then tell me I must counter their alternate explanation.  Ex, “Can you prove that you had not had medical treatment before”. “Can you prove that your lost wages are not due to simply going on vacation after the crash”, “Why didn’t you just work later in the day to make up for work lost while at the doctors”. 
4. Saying that since I called 911 there was no real damage or stress.
5. Calling at exact opposite hours that I requested and not being available when I set up a time in advance to speak with them.
6. When I told them I would like them to stop calling me until I had fully recovered, as I was feeling more upset and aggravated by their constant adversarial calls, they called more often and continued pressuring me into accepting low ball offers below medical bills and lost wages.
7. Regularly sent letters saying that they will close the case in 15 days.
8. Would call and leave blank messages on my voice mail, using mute.
9. They have refused to give accurate information from the beginning concerning medical care, forms/evidence needed and claims processing.
10. Said they needed my “statement” 3 separate times.  On the last occasion, I said “why do you need another statement”, and was told that if I don’t do another statement then I am probably guilty or have something to hide.  (I did the 3^rd statement).
11. In a call by Brandon Berry, he screamed at the top of his lungs for 35 minutes straight and continuously tried to get me to say inaccurate things.
12. GEICO adjusters, have in a non-stop manor, tried to get me to say inaccurate things and when I will not they get abusive and angry. 
13. Refusing to give me the supervisor’s information (Andrea Restuccia did this).

 

6.  They have completely ignored certain factors in the crash

1. That I was trapped in the car, in heavy freeway traffic, as the doors were inoperably smashed.
2. That another car crash happened exactly opposite of me.
3. That emergency personnel went to the more deadly crash, instead of me, prolonging my wait.
4. I had to call 911 twice before anyone came to my aid.
5. That another illegal driver came speeding up the side of the road in an attempt to illegally pass traffic, putting my life in danger yet again.
6. The fact that the police were unable to catch the other driver combined with the fact that I was 100% innocent and this crash was inevitable made this more emotionally traumatizing.   

 

To date, I have not seen or even heard of a single piece of documentation that GEICO has that contradicts anything I have asserted.

***To file your insurance commission Complaint against GEICO insurance go to eapps.naic.org/cis/fileComplaintMap.do

If you want your complaint listed here. (and I do suggest it), list your info in the comment page and I will respond and then post your complaint.