Liberty Mutual - Auto

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Liberty Mutual • Auto • Disability • Homeowners --- News • Liberty Mutual Sued in Bid-Rigging Investigation

jewel of petersburg, VA November 19, 2009

In 2003 I was involved in a MVA. I was coming down a hill in dinwiddie county va, when a car stopped in the middle of the hill I hit the person from the back. the lady and I was transported to the nearest hospital. I was confined to the hospital for five days,and the person I hit was released from the hospital that night. she continue to work without missing one day from work. I on the other hand am permanent disable due to accident. My neck is broke, because of the MVA. liberty mutual only gave me 2,000 and I had full coverage on my van. The impact was so severe that the dash board and steering wheel broke in my vehicle. the steering wheel broke into my stomach and the seat belt broke my neck. I have been out of work since 2003 due to my injuries I suffered in the accident. I tried to get a claim form on several occasions, and a person from the insurance company stated to me"WE DONT OWE YOU ANYMORE MONEY AND I WILL SEND YOU A PAPER THAT WILL STATE THIS" and she hung up on me.

I have tried for many years to get compensation from my policy and it fell on deaf ears. I have been in rehab for several years. the lady sued me for 550,000 and won the case. At the hearing I stated that it might have been a insurance scam, because the other person was not hurt. I also stated that due to the person stopping in the mist of ongoing traffic, which caused the accident. I was not charged with following to close or reckless driving. Her lawyer asked me WHY didnt I get charged with reckless or something like that. I am currently receiving disability from UNUM long term disabilty due to the injuries I am currently suffering from. I had to retire from my job, working for the state of va, with four teenage children.

In 2005 I received notice that a class action lawsuit was being placed against liberty mutual, for permenament injuries sustained during a accident and liberty mutual did not pay out to their customers. I contacted the agency that was handling the case. I was sent paper work that I had to provide information that support my claim. They sent me information and I filled out many papers and I even had to get the information notorized. I sent all paper work back by expiration date. I received over the years many postcards, and the last one I received was in OCT 2008, stating that the court has approved the lawsuit and compensation will be given out in 180 days, which brings it to April 2009. I have not received a check nor any correspondent explaining why I have not received a check yet. My question is who do I need to contct concerning this matter

Guillermo of Norwalk, CA October 13, 2009

I received a Notice from my car insurance company (on or about 09/18/2009) that the automatic withdrawal amount to my bank was gonna go up from 141.18 to 374.08. This amount was to be withdrawn 2 days after 09/30/09. When I called and asked them why such a drastic change, they said its because I have 10 points on my driving record. I told them that that is incorrect, and I went to the DMV the next day, they confirmed I only have 2 points, and I got a print out to that affect.

When I again called my insurance company, they said that the 10 points are insurance points, and so the new rate stands. I began searching for a new insurance company, and I called Liberty Mutual on 09/30/09 to tell them that I wanted to cancel. I then got a bill for 374.08 for the month of September. I called them to try and find out why I was getting a bill, I was under the impression that the amount stated to be billed on 09/30/2009 was for the month of October, not for the month that had already passed.

They said that bill that was gonna be charged 09/30/2009 was for the month of September. I ask them how could they charge me more then double for a months worth of insurance when they had only mailed out a notice that the amount they charge was gonna go up, half way through the month. (as stated above, notice was received on or about 09/18/2009, and is dated 09/15/2009). They said that there is nothing they can due to override the amount, and that I owe it.

Doreen of Bellport, NY October 4, 2009

As a Subaru owner we were offered auto insurance at a reduced rate. Last year I obtained a 12 month policy for two vehicles for 866. My renewal just arrived...1285. No accidents, tickets, violations or changes to the policy. I'm thinking this was the "bait and switch" operation tried out on Subaru owners. I'm shopping around again.

Chris of holden, MA September 1, 2009

I carried minimum insurance on a 1997 Ford Escort with Liberty Mutual. On Dec. 11th, 2008 I bought a 2005 Mercury Grand Marquis. That night an ice storm caused a bunch of tree limbs to crash down on the Grand Marquis. I called expecting to hear that the insurance I carried over was not sufficient, I didn't switch it in time and there was nothing they could do, which would have been perfectly fine.

However the person I talked to said there was a grace period for switching over and or increasing the insurance, but no need to do that, we'll send an "investigator" out. Not a whole lot to investigate, there are the tree limbs that hit my car, and there is the smashed car. She asked if I upgraded my coverage within the grace period. I told her no I was told to wait for her. I then asked if I should upgrade my coverage and was I still within the grace period. She said I should "hold off"... After some time I called to ask the status of the claim. Guess what? They said I didn't switch over coverage in time because the grace period elapsed. Played me like a fiddle. When I expressed my displeasure, they said it didn't matter anyway because their computers showed the car had not been titled until the 15th of December - after the claim. When the registry of motor vehicles finally mailed me the title, guess what? It was titled on the 11th. Liberty Mutual is a poster child for corporate bad behavior.

Ricardo of Flushing, NY August 31, 2009

I was hit by a car insured by Liberty Mutual. With a police report clearly showing their insured fault. Liberty Mutual before getting any police report decided to pay for only 30% of the total repair cost of 818.56. When I refused to take the 30% based on my position and the police report. The insurance employee requested a fax of the report. Few days later they send claim forms that where sent back together with police report and estimate. A week later they sent a letter saying that they will only pay 30%. Exactly what they said before they read the police report.

Richard of Camarillo, CA August 19, 2009

Sadly, the principles that Liberty Mutual advocates have been put to the wayside in regards to a situation that involves Auto Claims Department in Sacramento, CA. We have spoken to numerous other representatives for Liberty Mutual outside of the Claims Department who are astonished and appalled with how we are being treated by [their] own employees. As such, we will be writing to the CA State Department of Insurance and hope that this situation will be resolved immediately. We came to Liberty Mutual in good faith with our auto claim and trusted that company would have represented us with the integrity and customer service that [their] Mission Statement promises.

On April 11, 2009, our car was hit by an elderly man who fled the scene and returned later; he and his insurance company (Wawanesa) took full responsibility for the accident and we relied on Liberty Mutual to represent us in good faith to make certain our car was restored. Originally I found out that the other insurance company was in Canada and only had two satellite offices in California and therefore I decided to involve Liberty Mutual for better representation. Also, we have a customized policy with Liberty Mutual for this vehicle which would ensure that the car would be restored if it were ever damaged.

At the time of the accident, there were witnesses including a store manager that helped us. I was parked in a grocery store parking lot. Witnesses were all very surprised at the way my car was hit and the velocity with which it had been hit. They described that the elderly gentleman's Cadillac accelerated backwards and had crossed several parking spaces and then across the aisle. He hit my car with enough force to lift the back end of my car up onto the trunk of his Cadillac and then pushed my car into a curb and up onto a berm that separated the parking lots. There was damage to my rear bumper, front bumper, driver's side door, and the driver's side rear tail light.

The man fled the scene hitting another car in the process. A witness who followed him down the street and into a dead-end stated that the man later accelerated at the same rate of speed toward his vehicle and almost slammed into his vehicle. This is when the driver decided to return to the scene of the accident where police were waiting for him.

As a result of the accident, since mid-April I have been speaking with "Team Six" in the Auto Claims Department in Sacramento. I have spoken to (and forgive me if I have misspelled some names) Myrna, Rose, Ryan, Chelsey, and Kevin D. I have been treated in a manor that falls far short of Liberty Mutual's Mission Statement including being challenged, insulted, spoken to in very sarcastic tones by Kevin D., and overall have never been treated so poorly in this manner by any company ever. My conversations have been documented; as I went up through the network of claims representatives the attitude was blatantly in violation of the principles [their] company stands on.

I own a customized 1991 Mustang GT and have carried an extended policy on it for an additional 9000.00 for the better part of five years. I was hit by a driver whose insurance company has admitted full responsibility. Claims didn't have my police report for a long period of time and were challenging me on the damage that was incurred. At one point in speaking with Claims I was told that Liberty would replace both the rear and front bumpers; later it was rescinded and they stated only the back bumper would be replaced. Later the supervisor(s) stated that the way the accident occurred couldn't have possibly happened, that the damage that occurred could never have happened and yet they never even spoke to witnesses.

The last straw was last week. On May 14, 2009, our mechanic was contacted by a Liberty Mutual adjustor (Ron D.) who was coming to see the car on May 15, 2009 between 2:00 and 2:30 p.m. This was the second time an adjustor was coming to see the car and my wife and I thought that perhaps Liberty was finally going to resolve the concerns we had and we took time away from our schedule to meet him. We were there at 2:00 p.m. and he never showed up. By 4:30 p.m. I left a message for Chelsea in Claims to find out where the adjustor was (I never heard back from her). At the same time, the mechanic found the phone number to Mr. D. and left him a message that they we were all waiting. Having received the mechanic's message Mr. D. called back at about 5:00 p.m. and said that the Claims Department had cancelled the appointment and told him not to come. We waited three hours. No notification, no explanation, nothing.

Employees of Liberty Mutual (outside of Claims) who I have spoken to including Account Representatives, Account Supervisors, and the Corporate Office have ALL been appalled at the way we are being treated and said contacting you is the only recourse before filing legal action. This includes Scott P., Account Supervisor from Liberty Mutual who has been completely shocked, dismayed and even angered at the unprofessional treatment I have received from the Auto Claims Division. When I was contacted today by the main supervisor (Gunther) from Auto Claims he essentially stated that he sided with the Claims Representatives in that nothing else will be done with my car-- it's essentially at a stalemate.

My car was hit by someone whose insurance company assumes full responsibility. In addition, I have paid for additional insurance coverage through Liberty Mutual for this vehicle in case of an accident. Why would Liberty Mutual's Claims Department want to provide second-hand products to replace my rear bumper and taillight (as described by the representatives)? We are not cashing the Liberty Mutual check sent to us as my car has more damage than the first adjustor found and because the Claims Division has essentially sent the message that the claim in done despite rescinding their promise to also replace the front bumper.

In conclusion, I do not believe we have not been unreasonable in the request for replacement. A fair resolution to this problem as mentioned in a report that I am sending to the CA State Department of Insurance is the following: Have the front and rear bumpers replaced with new parts; The driver's side door aligned to the body of the car (due to the impact); The two rear tail lights replaced with new parts; The car fully repainted to match.

Teresa of Athens, GA August 8, 2009

My car was damaged 6/17 and considered a totaled loss. The car has a lien holder that Liberty Mutual listed on the policy. They have now found a problem because the car was registered to a relative and the loan. Which we had a written agreement that I would continue to make the paymnets to or pay the balance in full and the title would be released clearly to me. My claim was refered to the special investigation dept. and they have been stalling me around for going on 60 days. Allen Williams, who is handling my claim, never contacted me until I contact him.

This is very very frustrated. I have had this policy for 3 years.Since my car is considered a total loss they now find that they may not be liable. It should have been stated to me at the time I insured with them and added the lien holder with all the info. I am now carless and the company I thought was on my side is not. May I should have insured with Nationwide. The entire staff there that I have spoken with has given me problems. They are acting in bad faith. I've sent a complaint te insurance commissioner and awaitng for their response. i really do not want to deal with Liberty Mutual reps anymore. Because Ive complained to supervisor,Manager & president til I fed up. Because they all stick together. Whatever happened to customer service? They sure dont have it.

Michael of Butler , PA July 31, 2009

We were in a car accident. We were traveling northbound on a road, the other driver pulled out of an apartment complex making a left in fron of my wife. She slammed on the brakes and cut the wheel to avoid the accident. While she could not avoid the collision the cars hit. The police came and entered a report. Liberty Mutual did a liability assessment and determined that my wife was at fault 10% of the accident because she was traveling 25mph on a 25mph road. They said that due to the rain earlier in the day that she should have been going 20 in the 25 because that is the safe speed at that point. Now somebody hit me and I am not only out a car but am out 10% of the dammage. My insurance company told me that they believe that we are 0%liable and that they should cover everything however Liberty Mutual would not budge and we have to pay the 10%. Employees at Liberty Mutual agree that this is bogus and that we should not have to pay anything, yet nothing is going to be done about this. It is not fail that I have to pay for someone hiting me.

Kali of Palo Alto, CA July 26, 2009

On June 10, 2006, one of Liberty Mutual insured hit a parked convertible Corvette I rented from National Car Rental. No one was in the vehicle, only my personal effects were in the trunk area of the car. I used my AMEX to rent the vehicle and relied on the AMEX insurance to protect in case of accident. A police report was made and the insurance companies were notified immediately.

Amex managed the repairs to the Corvette to relieve me of this burden, but held off informing me about their method of covering the personal effects for almost 16 months post loss. Then LM was notified directly and they sat on the claim for about 1 year. The claim was returned to AMEX who settled some of the items damaged. Now LM is refusing to manage the balance even with though receipts, damaged items and investigative reports are available. I believe LM is acting wrongly and should pay for my losses as they represent the one who damaged the rental car I was driving and prevented me from having access to the items in the car.

Because AMEX covered most items to a very minimum extent, LM is liable for the rest. In particular is one item, a fingerprint scanner and the attached computer valued at about 10k. Other issue involves the loss of use and the length of time LM has delayed my requests for reimbursement in order to settle this claim. I expect Liberty Mutual to compensate me for my losses in total and more because of the delay in time. Can you help or what can I do to get this claim moving and closed??

Tammy of Hampton, GA June 17, 2009

Had a 1991 Dodge Intrepid, 2004 was declared totaled given 500. In 2009 Pontiac Montana Mini-van rear lift gate was "repaired". After receiving the car rear door would stick just as it did before the claim and we would have to pull it to open it. Had an inspector to by my home, he said that it was the strike plate and it needed to be adjusted.

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