Liberty Mutual Car Insurance Reviews

I was like, "By law I can get as many estimates I want," so I got 3 estimates much lower than LM. I went to the body shop to get the rest of my belongings. A worker said to me, "Ma'am, nothing is wrong with your vehicle. The person stated, "So many cars come there and nothing is wrong with them. LM just don't want to pay to have your vehicle repaired." They had removed the rear lights, driver side head light... The person said, "No one is coming to get your vehicle unless you say so..." I told him, "I'm coming to get my vehicle," which I DID. The adjuster called saying I need to return it. I was like I'm not returning nothing, because it's not totaled. She said, "Yes it is." I said, "No, it's not. What you can do is call my lawyer." So I'm going to the doctor. Now they told the dr. office that they are not paying the bill. Dr. office said that they can't see me anymore until bill is paid.

Something needs to be done about Liberty Mutual. They are running a scam on us. Their hands are out for money. They wanted to take my only transportation from me. I had even talked to the CEO president. He said the same thing. They all are on the same page... a company full of greed. They do not care nothing about their customers. All they want is money and leave you hanging... Need to file class action lawsuit asap!

Liberty Mutual has the police report that was conducted on the day of the accident, stating that it was their driver's fault. I feel that unless the vehicle driven by that individual was reported stolen, then that individual had permission to drive the vehicle. I just want Liberty Mutual to take care of their end for the negligence of their driver. I had to pay for a rental car out of my pocket, the deductible for my insurance, and at this point the pain, suffering and frustration of being forced to deal with such an awful insurance company.

4/4, confirmed with insurance adjuster, required documentation has been received; however, since the vehicle DID not go to an authorized repair shop, the appraiser is unable to get to view the vehicle for another 5 days. Was informed the closest repair facility is only 2.5 miles away from the Mercedes Benz dealership the vehicle is currently at. If the vehicle was towed from Mercedes Benz to the Liberty Mutual authorized repair facility it would be appraised today. Requested to have that appraiser drive 2.5 miles to authorize repairs on my vehicle. Was informed that they could not do that, and the soonest they would be able to view the vehicle would be 4/9/2014. Informed Liberty Mutual that this is unacceptable, I do not have rental car coverage, and this delay is of no fault of the dealer but it is the fault of Liberty Mutual, as they first requested the vehicle go to a closed auto repair facility, A&M in Jersey City.

Tow truck would not deliver the vehicle to this repair shop, as the shop was closed. Liberty Mutual requests visual of damage to vehicle, even though they have been provided with photos, diagnostic, and have spoken to the expert at Mercedes Benz that the engine of the vehicle needs to be replaced. Was informed by Denise that even though this delay is the fault of Liberty Mutual they will not cover a rental vehicle, because the policy does not cover rental car coverage. Denise then informed me that according to my policy, Liberty Mutual has up to 30 days to inspect or approve/deny a claim.

The liability is currently about as high as full coverage was before the incident. I have paid in more than the cost of my accident PLUS several times the value of my vehicle and I just found out I am STILL being penalized on my renewal (it's slightly higher than last year). My liability insurance is more than 50% of the value of the car every year. I don't see how that is reasonable or how on earth I am supposed to keep paying this year after year. Why does it keep going up if I am not getting any tickets/having accidents?

November 2013 was the final straw. My monthly rate increased AGAIN, and I again called to complain. I switched to AAA, who gave me a much better premium. I contacted Liberty Mutual on November 12 to cancel my policy, expecting them to refund me most of my higher November payment. Instead of receiving a refund, I received a bill for an additional $39!! I called them immediately and the rude clerk I spoke with told me that the payment that came out in November was for October! Again...what?? Since when?? My payments came out every single month from the start. I asked when they started giving free insurance, collecting payment the NEXT month? They sure are rude when you are no longer insured with them! I told their person on the phone that I wanted to see statements of all of my payments showing how I owed for a month I was not insured with them. I was sent a few pages of accounting that was very confusing.

I called to discuss with someone and the clerk could not explain or answer my questions. I have not had time to go through the mess they sent me as I lost my father in November and then have had the flu for three weeks. They don't waste any time. Last week I received a notice from a collection agency!! Those crooks not only took an extra payment and wanted more money, but now immediately ruined my credit!! State Farm showed class. When I cancelled with them I received a refund from them almost immediately, along with a letter from my agent regretting that I was cancelling and inviting me back at any time. Liberty Mutual did not prove anything at all was owed to them, and still turned me in to a collection agency within three weeks of cancelling my policy!! Crooks!

In our state their is a law referred to as the "phantom vehicle". The law applies a vehicle that force another vehicle off of the road or a vehicle the strikes another and leaves the scene of the accident. In the case that did not occur. But Liberty Mutual my daughter's insurance allow USAA the other driver who hit my daughter's car to applied to law, leaving the driver of the vehicle that hit my daughter NOT responsible, cite the vehicle that DID not hit anyone as the cause of the damage to my daughter's car. Means the ACTUAL vehicle that did the damages and injuries to my daughter to walk away scot-free. Another thing about this law it protects the insurance companies, because had to pay her deductible, whereas not for such a law USAA would have had to pay her deductible. The driver who stuck my daughter's car had to pay her deductible. Liberty Mutual made NO ATTEMPT to pursue this issues base on the FACT that the driver who hit her car knew before enter into the left lane this was going to cause damage to my daughter's vehicle as opposed to hitting the so-called phantom vehicle or stopping dead. It began a judgement on the driver who hit my daughter's car and this "phantom driver law should not have been applied.

To all that read these comments and have concerns about what has taken place in this country where these insurance companies no longer gives a DAMN I strong suggest you view a documentary that is feature on HBO entitled "HOT COFFEE". It is a real eye opener as to who have gotten laws passed that protect large insurance companies from lawsuits, such as malpractice sues against doctors, suits against big pharmaceutical companies that markets drugs that does ten times more harm than good. Ever noticed the number of commercials nowadays with lawyers seeking to suit, for medical procedures gone bad or drug that were marketed as a product designed to help but has cause severe harm or death to individuals. Well it all comes from "tort reform laws" to was sold to the American people as stopping frivolous lawsuits. ONE THING PEOPLE "THERE IS NO SUCH THING AS A FRIVOLOUS LAWSUIT". Judgments in any lawsuit is judged by the, but every since "these tort reform laws" those civil liberties have been diminish tremendously. Nowadays, many of the civil liberties that would have gone to court now is handle by an arbitrator. Guess who hire the arbitrator to decide a so-called fair judgment. THE COMPANIES YOU ARE Filing the lawsuits against..

I can not even start my 2006 Lincoln Navigator without seeing yet another increase in the HARD BRAKING column. If Liberty fails to satisfactorily resolve this matter soon then it means I have wasted more time and money and have to start all over again seeking proper insurance. Sure appreciate any similar feedback asap. Happy New Years to one and all.

My car was totaled during this experience. I have been put in a situation, where I am no longer employed since this has not been resolved in a timely manner. I cannot make it to school. I was forced basically to go spend what savings I do have on a low grade downgrade of a car. No settlement has been made sixty-two days later. My car has been deemed totaled, although I cannot get rid of it since the case has not been completed. A dead car in my parents' garage doesn't really work for organizational purposes, plus I can't even part sell and recover financially till I get the word to get rid of it.

Liberty Mutual says it doesn't matter how many repairs I have made with my car, it isn't worth what I say it is since I don't have a new motor r transmission. Sorry to say but both of those can last for 450,000+ miles. I had a newish car for a '93, it had 183,000 on it. New Power steering pump, hoses, new radiator, alternator, starter, spark plugs/wires, timing belt, serpentine belt, pulleys, tensioner(s). New radiator hoses, cruise control system, battery, fluids/filters, and tires/brakes. All of these within the last 4 years. Still no cash. I have a car I had to buy that now has issues, no school/work, and no reimbursement. This case is still under review by Liberty Mutual for "Medical" reasons.

This girl had pill bottles in her car. Who knows what Cobb Police did, no field sobriety testing or photo taking. She was the only one ticketed though. Hospital has no listing of toxicology testing. You can't have pills in a bottle unless they are prescribed or bought illegally. You can't be insured if you are honest about epilepsy. Although you will get screwed in this state if this girl is revealed to have no prior history of seizures. "Sudden Emergency" client protection law. Although some folks are dishonest about their conditions so I may get screwed out of a $3,000 case. It doesn't take but a few minutes to obtain your own medical records from a hospital, so why is this taking so long.

I haven't even gotten the check for my towing costs or impounding costs. I had liability on my car since I hadn't had any prior tickets or wrecks. I didn't see a reason to have anymore than that on a twenty-year-old car. Now I know you will get pushed around for not spending premium amounts with State Farm. They have done nothing for me either. That was a huge rant.

The representatives who were in contact with the insured were all rude, combative and VERY unprofessional. Liberty Mutual kept the vehicle for a month, only paid for a rental for one week and the insured was made to keep the totaled vehicle insured indefinitely. After being a Liberty Mutual customer for over 12 years and paying premiums amounting to OVER $50,000.00 during that time, you can see that they are only protecting their bottom line and NOT the insured.

The police has told them they are not releasing a report, however, I still have not been paid. They have worked more for the police department than their own insured. Something has to be done about this company. They have all these complaints and no one has to answer for it. I filed a complaint with the company, and the person I filed the complaint on is the same person that answered the complaint. How stupid is that. I called to complain about that to the Senior Consumer Affairs Representative and was told there was nothing else or no one else I could make a complaint with. This is sad. They are taking our money and not having to answer for it. My husband’s vehicle is a total loss.

After speaking with several people from Liberty who all gave the typical insurance jargon for not wanting to pay a claim, I have filed a complaint with the BBB. I am already out of pocket a lot of money and now it has been over two weeks. I never had an accident, or towing service as long as I have had the policy. Liberty has denied to pay the claim, even when I have documents from their system accepting payment and thanking me. I am ready to pursue legal actions towards them.

In each case, I've followed up with them to restore things, and I also inquired as to the core issue of the mistakes. In each case, there has been much finger pointing which does not engender a feeling of trust. Also, when my rates were raised on depreciating items without my incurring any tickets, etc., my inquiries were responded to with "We're not a non-profit company." That is a fair response on its own two legs. But if one isn't running a company with surety, then raising rates isn't reasonable. Their overall handling, customer service, and insurance rates simply aren't worth dealing with.

We have dropped Liberty Mutual in favor of Allstate. Allstate's rates were comparable for our estate. They've been very responsive and clear/concise, and in the case where a motorcycle was totaled and needed replacement, very fair. Additionally, Allstate has a very good online presence where one can review and download all policies and related costs. Liberty Mutual directly quoted from a call I had with them "cannot do this because of multiple databases and technology, sorry". Bottom line, avoid Liberty Mutual.

My auto insurance company who refuses to open up and investigate a claim when presented evidence is Liberty Mutual. My auto insurance company who is rude on the phone to me is Liberty Mutual. My auto insurance company who raised my rates based on erroneous information is Liberty Mutual. Help us in our fight for justice. Please post this on your social media accounts. Let people know how Liberty Mutual Auto Insurance Company treats its customers.

Once I found that Liberty Mutual accepted liability, because I had called to check up on it myself. I appealed and provided police report, etc. They reversed liability, but it was too late. I never got the $500 deductible back, and I'll never see it again. My insurance also went up $25 per month because of this! Do not make this mistake and go with Liberty Mutual for Auto.

Recently, I erroneously let the policy lapse. It had to do with switching banks and changing my method of payment. It was an error and, of course, I was "not responsible" for not paying it on time, but my God, I've been with them for over 40 years! I have a perfect driving record and no claims with them! Today, I called them, fully expecting to be reinstated. What happened? The rep called me back and told me the only way they would reinstate the policy is if I paid the entire thing (the entire premium for a year)! So, I hope some of you who think you are dealing with a great company will think twice. I moved to Safeco.

So at that point, they sent it to Orange Park Benz where they replaced some cluster panels as advised that the insurance company was not willing to make the rest of the repairs needed that we would continue to have ghost code for future repairs. I met with ** from Liberty at dealership who advised me that they would cover repairs related to the water damage as long as I owned the car. He lied to my face. I paid for repairs out of pocket for many, many months before they totaled and refused to fix the same issues caused by the water damage. Then, they trashed me on the price based on the condition of the car at the time they decided to total it. If they had fixed it when the damage happened, it would have had a real value as well as they would have made me whole. They did not make me whole at any time. They also scared my driving record with all of this to increase my rate.

Liberty has added a car as well as a truck to my policy that I have paid for that were never mine nor did I add them to my policy. When asked how or why, they tell me it’s not their job to check who the car is registered to and that I needed to call and find out who the car belonged to. They provided me the VIN number. I asked for the amount taken from my account to be returned as well as to send statements of the account. I asked why the amount returned didn’t match the amount taken. The explanation given didn’t add up. They were still taking money every month.

Jim ** came to my job, called my mother, made treats that made me travel from Florida to GA to see him because someone stole my identity, rented a car and wrecked it. This man called every week to ensure that I was not driving the car in the accident. He made me jump over, around, and under hoops to provide him proof that I was in Florida at the time of the accident and did not rent or wreck the car. Yes, there was a police report that stated it was a 6 ft. 6 something male. I am 5'5", female, in any event they got out of the claim the company sued me and suspended my license for not having insurance.

I have been calling for months Mary **, Jim supervisor and Jim to provide a letter to DMV that I was insured at the time but was not the driver or present at the accident; so I do not need SR22 nor should I have been without my driving ability from last year August, that this is an error and omission on Liberty. Cancelled my policy because I need my driving license back as well as understanding about my payments and a return call before I make another payment.

I was on a three way conversation with them and my bank on the phone. They could have cancelled the withdrawal for the second charge or refunded the first charge, the one that went through. They chose to do nothing but admitted to their mistake and acknowledged that the second charge was an error. I tried to explain to them that it was absurd not to refund me for a second charge made in error, especially since the wrongful charge made my account overdrawn. Why should I have to endure an overdraft fee because of their error? The customer service representative helping me, “Tom”, consistently spoke over me and would cut me off when I asked questions. Throughout the entire conversation, he was rude and completely uninterested in providing customer service in attempting to solve the issue.

Liberty Mutual came to my home twice to take photos and there wasn't anything on my car, no damage, but finally they dropped me and I demanded the report from them. The lady admitted that there were other accidents in her past that caused her harm, but Liberty Mutual paid her $1000 to go to a chiropractor, and put on my record "bodily injury" that I caused. It stayed there for 3 years. I also had friends that knew this lady, and said they would do declarations under penalty of perjury about this lady bragging that she was going to get money from Liberty Mutual, but when I told the adjuster this, she would not take their declarations. Do not use Liberty Mutual at all.

I finally called Liberty Mutual who argued with me about the investigator's name and that she couldn't do anything unless she put something in the system. I asked, "By the way, what are you investigating? I am the victim." She proceeded to say that her car had been stolen before. I told her that has nothing to do with us. I just need them to do their job.

After calling John again and listening to his voice mail, it was the same last name as the rep gave but a different first name. So far, John has been pleasant but was clear that the investigation would take longer than 30 days and he would authorize the rental up to the policy limits. I don't care about an investigation and I can't help if my husband's car was stolen out of our driveway. We just need to get this claim completed so that we can move on with getting something else for him. He has to get to work. After reading all of these reviews and with my own personal experiences, I'm about to get another policy for my car. I will be contacting someone next week.

Plaintiff has numerous documents from Liberty Mutual sent to the correct PO Box address ** since 2009, when the plaintiff made an address change. The defendant was negligent in updating its files in 2012 when they had been sending mail to plaintiff properly to the PO Box **. The defendant had ample opportunities to advise plaintiff of imminent cancellation on February 7 - but did not. On January 31, $300 payment was made by Visa on the phone with a Liberty agent Marita, who agreed that the balance of $205 could be paid at a later date. No mention of imminent cancellation was offered, implied, suggested or spoken to plaintiff. The confirmation email does not mention imminent cancellation if $205 balance not paid by February 7. Conversation with Marita ** was cordial and polite.

On January 28, phone conversation between plaintiff and Liberty agent regarding a change in the due date for policy premiums did not mention any imminent cancellation on February 7, 2012. The conversation was cordial and polite.

The plaintiff requests a jury trial in order to present evidence that:

4. LM Insurance did not take proper procedure to ensure plaintiff knew of pending cancellation although it had numerous occasions to do so prior to February 7.

8. Plaintiff requested a partial payment of balance only as a courtesy, as bank card used in payment had only $400 on it while the second bank card had over $1,600 on it. This card was linked to a savings account.

Plaintiff requests a jury trial for additional reasons. Plaintiff requests a jury trial in order to present evidence that plaintiff was not at fault in this accident and LM Insurance would not have been liable for damages to any vehicles involved in this accident. LM Insurance would have received payments from Farmers Insurance and AAA Insurance, the insurers of the two vehicles which completely destroyed my vehicle in the accident on February 8. Plaintiff's vehicle was totally stopped, safe and had not been hit nor had it hit any other vehicle. Two crashed vehicles were in front of plaintiff's vehicle. Two cars then, 4 seconds after plaintiff's vehicle had stopped, rear and side ended plaintiff's vehicle totally destroying the vehicle. LM Insurance would be compensated by AAA and Farmers.

Factual Allegations

5. That LM Insurance company received $300 of the $505 owed to it for policy enforcement and that in neither the phone conversation of January 31 with LM Insurance company or the email confirmation of $300 payment on February 1 was any suggestion, warning or request made to pay balance of $205 because cancellation was imminent on February 7, 2012.

Relief Requested - Plaintiff requests that:

6. Fee amounts are the following. These are estimates for each item in one above: $2,350, $700, $12,000, $10,000, $8,000. Total of the said fees requested in this suit: $33,050.

After about a week, I received a voicemail saying they wouldn't pay it because our policy only covers 30 days of car rental. Now they won't return my calls or emails. The fact that it took almost 2 months to settle a minor claim is unacceptable. Every time you call during this process, a different person handles the call. No one knows what the other is doing. When I tried to work these issues through my Liberty Mutual agent, he would become defensive and say, "I'm not a claims adjuster." I have 3 vehicles insured with them, but I am currently in the process of changing insurance companies.

This has been my only claim with them. Since they didn't want to honor their verbal commitment for the rental car, it will cost them the business for both my auto and homeowners insurance. I will also make sure I communicate to my friends and business associates the deceptive business practices of Liberty Mutual.

I then was told about a new business fee. l was deducted $80 from checking before the effective date of the policy. So I paid them for asking for my business! Without having signed anything and without a phone rep having mentioned a word about this. The person I spoke to said she would inform the people about their behavior and apologized, and said she would send me a check refund and cancel the policy that had not even been effective yet, but was "activated" and paid for. So buyer beware of LM. If I don't receive a refund, I will contact again.

I asked why I have to call to get a lower rate and that I have been with them all these years and good claims history. They said they have a new rating software and they can't call every customer and re-rate their policy. I know with the computer technology now, they can sort the good policy holders from the higher risk ones and this is just a way of ripping off unsuspecting customers. I cancelled all my policies with them and told them exactly how I felt about this kind of business practice. The customer service people that I talked to seemed as if they didn't care. I hope other people that are insured with Liberty Mutual will check out their rates and compare them. Cheapest is not always the best and I didn't go with the cheapest, but I won't be raped by Liberty Mutual.

At the time, I had a payoff of $17,000. Now the repairs are done and I have a car that should have been totaled and now has a trade-in value of $7000. I was told by several dealers that the car could not be sold and they could get sued if they sold a car that has that much damage. So now I am stuck with an unsafe car that is worth less than half of what I owe. Liberty Mutual knew this car should not have been repaired but instead, they were lying to me that it was not to the dollar amount to be totaled. Beware, this company is a ripoff! They got paid in full from the other party's insurance and I am left with a lemon.

I called Liberty Mutual on March 30th and was told that a manager was going to review my claim. Again, I never received a call or email from anyone. The communication from Liberty Mutual has been extremely poor. I have had to call repeatedly. Finally, on April 4th, I spoke with a claims agent who said the appraiser was claiming the damage to the car was due to maintenance. I told the claims agent the car hit something in the road. The claims agent called the appraiser and I was put on hold. Then the claims agent said the appraiser would call me. The appraiser never called.

Two days later, on Good Friday April 6 at 3:46pm, I received a conference call from the appraiser and claims agent. I explained to the appraiser what happened to the Toyota Camry again the appraiser claimed a maintenance issue. I told the appraiser the Toyota Camry had a maintenance inspection and oil change on March 8, 2012. If there had been a maintenance problem, I am certain the mechanic would have notified me.

I am the original and only owner of the Toyota Camry. The car was brand new when I bought it. I have maintained the car with regular oil changes, tune-ups, and maintenance checks. A Toyota Camry has the best performance rating in the car industry. I own a Toyota Camry due to this excellent rating. How could a car run perfectly for 220 miles and then stop running after a collision 50 miles later? The appraiser disconnected the call. I called back at 4:10pm and asked to speak with a manager. I was put on hold for over 15 minutes and then they disconnected the call. I never spoke with a manager.

Today April 12, 2012, for the first time, I received a call from a manager. She has repeatedly apologized for the poor communication and negligence of the claim. However, she too is stating that this is a maintenance issue. She has agreed to have another appraiser review the condition of the car. I want my car repaired. Why does Liberty Mutual deny the fact that a car was damaged due to a collision? Why does Liberty Mutual treat a customer with such disrespect when making a claim?

We are left out of money, a car and will still have to continue the plan. My husband and I work in separate directions and have two children in schools that we may need to get to. I do not know who makes these decisions but they are not in the consumers' best interest. And between the banks, loan companies, investors, they have had enough bailouts. When do the little people get a turn? I want these practices investigated. The services they suggest only offer relief to everyone but the consumer. Total car replacement left us with a car, money still owed to the bankruptcy and no money to our arraignments to get my husband to work.

This winter might be my waterloo, and the tree might well come down in any storm with high winds or heavy rains (to say nothing of heavy snow). And it had the capability of going into the close street where there are many school buses and much regular traffic. I cannot see how any "responsible" insurance company or your office cannot be totally aware of this status, and how neither of you can see it is of the essence. But, obviously you both do, since this is over a year that I am fighting for my rights.

Ms. Brenda **, Liberty Mutual's Claims Team Manager, has libeled me in her letter to me. She said I have committed insurance fraud by insinuating my "own insurance company has said that this tree is not damaged." I have never gone through my insurance company with this claim. Why would I? It was Liberty Mutual's driver who received a ticket (as told to me by police) for reckless driving for missing the curve in the road and driving into my property causing me much damage and trauma from that day forward.

When is it right for anyone to say I have contacted my insurance company? And this is the second time I have been told this. Once, they came right out and said, "You also contacted your own insurance company, and that is considered fraud.' I agree, if I, in fact, did that. But, I most certainly did not. They claimed she said when interviewing her that she was not texting and didn't even have a cell phone. Well, we found her cell phone months later totally crushed among the trees.

They also damaged around my electrical box. All of those trees had to come down also, but they took no responsibility for them at all, in fact, never addressing them. I have pictures to show. It is where the medical personnel brought all their equipment to save the driver, who they thought initially was deceased. However, she survived after being air-lifted to a hospital.

Ms. Brenda and the rest of the crew at Liberty Mutual said she did not impact my oak tree. She impacted both a maple and an oak, and I have the pictures here to prove it. The oak, in fact, was the tree they did all their work near. Her driver's door was wedged up against it, and they tried desperately to reach her through that door but couldn't, since she was so impacted against that oak.

The front of one bumper in the front of her car hit the maple tree and that was treated with tree repair as soon as possible. They sent out the "expert" tree man who said the oak tree was not damaged at all and sent a picture of 'it" to prove his allegation. The only problem was he circled the maple tree and the oak tree. Right next to it was "totally dead." And this "expert" could not see this or the "tree for the forest"?

The maple has problems, but I will not take any tree down before its time. It was healthy this year and produced leaves, yet it produced no limbs, which is the actual sign of a healthy tree, not the production of leaves. But, the oak is totally petrified and dead as the proverbial doornail. So, their expert needs a refresher course, and his picture circling the maple as the oak was a mistake, which would not be made by a grammar school student unschooled in his profession.

Firstly, this is the oak tree that Liberty Mutual's tree expert said was alive and well. The tree above is the oak tree, and it will remain an oak, no matter what Liberty Mutual's tree expert says. God made this magnificent oak, and now Liberty Mutual and their client have destroyed God's work with their irresponsibility. I hope no others become complicit in this.

Secondly, these are the pictures of the car "totally wedged" into the oak tree at the driver's side door. They abandoned their rescue after much trying by many, many people and agencies, since they were unable to break that wedge. So they had to reverse course and go through the passenger side, removing the top of the car and more parts with the jaws of life. This went on for a significant amount of time, since they were at a standstill when the car could not be pried loose from the oak tree.

I have a picture of the car in question wedged into the oak tree. If you will look to the right in the picture, you will see my trees around the electrical box all alive and well. But, with all the equipment, each and every one of them died--6-8 of them--and removed. They fell down to the ground completely. They cannot remove the driver, because it is so thoroughly wedged in tightly.

I think all are ignoring me, because I am a medically handicapped 75-year-old widow who's trying her best to survive extensive cancer surgery. This stress, according to my doctor;s say, is not good for me at all. But, I can't seem to get anyone to take me seriously, and it is, in fact, stressful to the point of making me ill. Is this elder abuse? I have to wonder....or just plain incompetence, and everyone is treated ineptly when they make a claim in which they had no part? Are you all waiting for me to die, so you won't have to disperse another penny? It seems that way to a lot of my family and friends, since, to them, these pictures are so obvious, even Stevie Wonder could figure them out and get the right result.

Thank you in advance for your begged attention to my plight.

Petition: https://www.change.org/petitions/stop-liberty-mutuals-deceptive-abusive-bad-faith-practices

I am lucky that I have health insurance through my work, otherwise, we would be broke and homeless. These people are shysters and crooks dressed as lawyers and masquerading as an insurance company. We will be in court soon and I hope the jury sees this company for the crooks they are.

Then I got a call from their attorney telling me I was not with Liberty at the time. I called Liberty and again got someone new by now I think I have talked to 30 people. I was told that a claim was filed and it would be taken care of. Almost three years went by and I have been served by them again. OMG, this is nuts. They are trying to tell me I was dropped for 40 days and that they didn't have to tell me. And now I find out that they toiled out his car and they want me to pay for it and the worst thing is I have to and it's almost $9000. I cant find an attorney to help me. I just want to know what I can do and no one I call seems to understand how this has happened. I need help.

I wasted 2 entire days on this garbage and all it would have taken is a call from my rep during summer. Oh and incidentally, all through this, the rep only called my once. I dealt with secretaries at the Hingham office. I called the Hingham office manager and she was kind and apologetic, but made no offer to make this situation right. I cannot believe they could not reinstate my insurance, which is now about twice what I was paying and $1500 out of pocket immediately. I am really miffed in Boston. Oh yeah! I never even got a copy of the new policy in the mail.

On the day that I took my car, I was told to stay with the car by the receptionist, but another man told me to give the car key to Charlie and sit in the waiting room. After a few minutes, Charlie came out and asked me if there is any other damage to the car. I said, "Only the right back door only and, of course, the front bumper from the rocks, which does not count." He went back out to the car and fixed it without any explanation of the damage. He came out again and talked about the layers of the paint and he said, "I fixed this for you for no charge to the insurance." He led me out to the car and it was shiny. He said, "Here is your shiny Audi." I was in shock and I did not know what to say.

I left the place and called Michele. I told her that the car looks okay now but after a car wash, if the paint goes off, I will call her back. To make it short, Charlie said that the old damage, which was on the different side of the door, was not repaired properly. If the new damage (the scrap) extends to the dent, then it will count. I told him that it shows on the picture that I sent to Michele. He said, "I do not have that picture." I said, "You can get it from her." I was closed to the car at that time and I touched it with my hand. I said, "I can see it now." He then lashed out on me.

Because there was no response from them after a few days, I called Liberty Mutual and talked with a lady named Sarah. She confirmed that Charlie has access to the pictures I sent them. I told her everything that happened when I was at the shop for the second time, and how I felt afterwards. A few days later, I received a letter from Ryan ** saying that there is no new damage. I had called the police because it was hard to communicate with the driver. He tried to clean up everything, even in front of the police. He cleaned up his car, but he could not clean it up. I am still at shock why someone can do this and go away with it.

When I talked with the adjuster, she told me that she needed to obtain a statement from the grandson as the grandparents (grandfather was at work and grandmother was out of town) stated they put the keys in a drawer. When the young man hit me (he said he dropped his cell phone and bent down to pick it up-- I was stopped at a red light), he was acting all crazy and stated he knew he should not have gone anywhere else and that he was going to be sent back to his mother if he got in trouble again.

I have never received any written communication from the adjuster. She simply returned phone calls and she has advised me to file on my no fault insurance and they can subrogate against them. This covered my medical bills and property damage but what about my injuries. I talked to her today and I asked her about advising her insured she was denying the claim and was told they have not denied the claim, that they have attempted to contact the driver and been gathering case law on the permissive driver issue.

When I called the main number and asked for her supervisor, I was told they could not just transfer me to a supervisor, that it was Liberty Mutual's policy and tried to help me. She pulled up my claim and made the comment that she could see that nothing had been done in a while. She then transferred me to another person who looked at the claim and said he would have Ms. ** call me back and if she didn't, to call him back. She then called and that is when she made a statement about how I should file on my own insurance and let them subrogate, and they were "gathering case law on the permissive user issue."

I found this site, along with many others, dealing with how Liberty Mutual is doing this to so many other claimants as well. Trying to get you to file on your own insurance and therefore not paying your bodily injury claims and then will "negotiate" with your insurance to not pay the full subrogation-- of course then you probably won't get your deductions back either.

I sent the person who handles injury claims the police report, photos of the bike from the bike shop, photos of all the lights on my bike, an itemized list of loss value of the bike, and although I was scraped and bruised, I did not claim injury to expedite the matter of compensation for lost property valued at some $1,950.

The person who handled injury was attentive and returned my calls almost immediately. The representative (Deona **) who is supposed to be "investigating" the property loss does not respond to emails or voicemail. I have complained about her lack of response to corporate. Obviously, they are all about making sure you don't have an injury claim and then, when they are in the clear on that, wait you out on property.

I contrast this with being rear-ended by a car in 1994 sustaining $4,000+ damages to my new Toyota. The driver was insured with Allstate who settled within a couple days with repairs and a loaner vehicle. Obviously Liberty Mutual is a new breed of insurance company. I ended up in the Eastbound Lane, but was not run over. My customized Giant Warp DS2 Dual-Suspension bike was a total loss.

I called back yet again and now they're saying it could take a year or more. If I wait a year, I'm assuming they're going to tell me its gonna take another 5 years. I have never missed a payment and have been a great customer of Liberty Mutual. Everything was great when I was sending them checks and had no problems. However, since my car has been hit by another driver (I have a police report stating that it was the other drivers fault), they are reluctant to send me the money I am entitled to. All I want is the $700 which is their responsibility to give me. Why am I sending them a check every month?

All of a sudden, I received a premium due notice with an increase of $161. The reason they are telling is that they got a report from RMV MA about the accident so they increased the premium. This is nothing but the same accident that I already disclosed upfront at the time of getting quote itself. Nothing new information was found in the report other than the same accident. So, how can they increase the premium later on when I already disclosed the information?

They also said that they got two reports one at the time of giving the quote with no history and then again after 10 days with an accident. Even this accident is the same as what I already reported upfront. Then how am I responsible for an RMV report error? Why should they increase the premium even though I disclosed the information upfront? Because of this, I cancelled my policy as of December 7th. They are telling that I am responsible for $85 otherwise, they will send it to collection agency.

Please suggest if I am responsible for this because I already disclosed the information upfront and they got the same information from the report. Also, I came to know about this only in November when they sent me the premium payment notice. They claim that they sent this in June, but I never received it or agreed to the increase in premium. Please advise me on what I can do about this.

Apparently, it had gone through arbitration, not to any of my knowledge, and it was determined that I was 70% at fault for the accident. I was never questioned formally about what happened nor notified that any of this had taken place. What is so disturbing about this is that I truly had no involvement in the accident. I was a third party and more of a witness more than anything, but I was not even given the chance to give my side. They are now telling me that the decision was made, the money was paid out and I basically have to deal with this on my record. I would like this case re-investigated and they are basically refusing to do so. I suffered a $1500.00 increase in my premiums per year due to this. This is now on my record and I can not get rates from different companies without this "accident" taken into consideration.

They denied to my claims of the engine and all the parts I put on the car because I purchase the tires and rims from Craigs List and there is no receipt for them. Mr. Scott ** said, "Let him pay me for the $1900 minus $500 deductible and then he will work with me on the rest." Guest what, it was a trick Mr. Scott ** played on me. I believed him that he will get the remainder paid to me. I forget all other parts, all I was asking for was the set of tires and rims "MR7". Now, they ignored every email I sent him.

This is a ripped off company. Stay away from Liberty mutual. Do go with your preferred local auto insurance company or Geico is the cheapest. I am very sad about my loss of this car that I like very much. A North Carolina car with no rust, nice. I replaced the engine and put after market parts to the car and I lost everything.

I submitted a claim in the morning it was stolen. Liberty shop around and used a car sold on that year in a small dealer to compare to my car. And that car was sold for $2400, who knows the car could be a rusted car for that price at the small auto sale. They denied to my claims of the Engine, all the parts I put on the car because I purchase the Tires and Rims from Craigslist and there is no receipt for them. Mr. Scott ** said, let him pay me for the $1900 minus $500 deductible and then he will work with me on the rest. Guest what, it was a trick Mr. Scott ** played on me. I believed him that he will get the remainder paid to me. I forget all other parts, all I was asking for was the set of tires and rims "MOTEGI MR7". Now, they ignored every email I emailed him. This is a ripped off company. Stay away from Liberty mutual. Do go with your preferred local auto insurance company. Or Geico is the cheapest. I am very unhappy.

The economics for my company was maybe $100 of the deductible that we had left to pay, and maybe another $900 that Cincinnati Insurance paid out. All for the recklessness of a Liberty Mutual driver, and claims person. Has the world gone insane?

On Tuesday, I called the insurance company and they told me it was in fact totaled. So I need a car and I went out and bought one on Wednesday. I had already applied for a car loan on Saturday and my credit union called me on Monday and told me I was approved. So now, on that Friday, the insurance company called me and told me that the adjuster just looked at it and there is only 4500 worth of damage and it wouldn't be totaled. Well, I had a loan on the car and now I had to take a loan out on a new car and I cannot afford 2 car loans. On top of that when they cut me the check for the damage, they made it out to the bank which just put it on the principle balance of the car.

The funny thing is I do work I do have a job. Been out of work for 3 months with no income, 2 children and lots of bills. They don't return my or my lawyer's calls. I'm temporally on a medical leave but I'm sure they have no problem getting a hold of us when we owe them. Neck and shoulder injuries and lots of over due bills.

We have been with them since 2003 and have had one claim for auto. We were paying 2650.00 a year for two motorcycles. Neither my husband or I have bad driving records, we have great credit scores and take care of our belongings. I called Liberty and talked with Mike about why we were paying so much and he said, "That does sound like a lot. " He said let me re-rate you and see what it comes to. He called me back and said that after he re-rated us that our insurance would be a little over 2700.00 a year for everything! I asked him if we were going to be refunded any money for the outrageous premiums we were paying and he said it doesn't work that way.

I also asked him why he wouldn't have recommended re-rating us sooner and he said he only does that when his clients call and complain about the cost of their premiums. I doubt that anything can be done but I think that this equates to legal robbery. If this is how the insurance companies do business there needs to be laws or definite changes made to protect consumers from these large companies only out for their pockets! The economic damage that resulted is that we were paying approximately 4000.00 more a year in insurance than we should have been because we didn't call once a year to be "re-rated" for lower insurance!

Does any late bill I may have, have to do with my car rolling out of the driveway? If I had the car and put thousands of dollars into it, doesn't that mean that I can afford it apparently? Funny that no one was investigating how I was paying my insurance every month. I mean get real! Anyhow, now I have to go give a deposition at Liberty Mutual's attorney office in Marietta, Georgia. Am I being accused of fraud? Should I get an attorney? What's the deal? I just want them to do what's right. I will not be getting life insurance with these **, definitely wouldn't expect my family to be taken care of should I die if I can't even get paid for a stolen car while I'm alive. Well, I signed a release for the car today. It had been stripped down to the frame. My wife is very stressed about Liberty Mutual's service & the fact that we will have to spend money to get what is owed to us. This has caused us both mental anguish.

I should not have to process this through my insurance when the other driver was found at fault. Either my knee is fractured or one of the major ligaments are torn. I am looking at a major expense of copays alone and a possible surgery to repair my knee which will probably run into thousands of dollars.

Thanks for all your help on my claim. Goodyear Tire and Repair is sending you directly all of the bills concerning the accident of last Sat. May 8th. As I told the original person, the Port Authority is the responsible agent in this case and I was told by them to contact you and that you would contact them directly concerning this claim. Their claim reference is ** and I made the police report. Thanks in advance for your help in this matter. The claim and all payment for damages to my car are the responsibility of Port Authority. I never heard from this person so I called the claim representative number and spoke to another agent who wanted to know where the car was and would they forward pictures of the damage and final bill, which they did. The background of this accident is as follows:

On May 8th, my wife and I were returning from New York City via the upper level of the G.W. Bridge when I hit a pothole. We were traveling on Rt95 going west and had reached the dividing point of the highway, which intersects with the entrances of Rt4 and 9W just before the Fletcher Ave. overpass. I was in very heavy traffic, having just left the bridge and approaching these twin turn offs from Rt95. My car hit the pothole on the right front wheel and right rear wheel as well. This completely disabled the car ruining the tires and cracking the tire rims. I did not understand or know at that time the extent of suspension damages that had been done. When I finally sorted out the road service, I learned that this part of the highway is under the control of The Port Authority of NY and NJ. This occasioned my note to your claims representative which is coped above.

After several days and more requests on my part, a Ms. June ** contacted me and told me that a check would be sent to me for about a $1000 or so. She informed me that an insurance company may not issue a claim against a public entity such as The Port Authority and I was entitled on my own to seek redress of my deductible in my policy or whatever I wanted to claim. I was shocked by the small amount of money she offered me. I understood the issue of the deductible which was $500, but the total cost of the repairs of the car was over $2800. She stated that the insurance covered only the right side of my car. I told her that my repair shop and others that I would subsequently speak to insist that you cannot put one spring, shock or strut in a car.

The car so repaired will simply not run correctly and will always be out of balance because of wear difference between the old spring, shock and strut among other things with the new ones. These things are repaired in pairs. She insisted and I asked to speak to her supervisor. She was reluctant but finally stated the supervisor was busy, but would call me back. The supervisor never called. It was at this point that I called Ms. Joanne **, who had been listed as the original supervisor of the first claim agent who had never contacted me. She was aware of my case from Ms. ** and repeated the issue with The Port Authority and explained that the underwriting department had decided how the car was to be repaired with assent from the appraiser. She also expressed the view that only one side of the car needed to be repaired, but promised to have the appraiser call me.

The car was in the shop for a number of days and never visited by any appraiser from your company. More than a week has gone by since this event and little or no progress except disputes have transpired. In many cases, your agents have not even bothered to call me. The response such as it has been is quite inadequate. No automotive repair shop has yet to take your position of limited right side repairs. I am upset as a policyholder and certainly do entertain the idea of small claims court action given your response of date. I must tell you that I would never have expected this type of behavior from a company of your size and reputation.

Was called a liar over and over. Presidential higher ups told me what ever there Duluth office says was what the company agrees with my truck has been sitting unusable for all most 3 weeks because they refused to do their job as an insurance company. Then I was told I needed to find a tow truck, they extended the rental a day at a time and now refused to extend it any further. My trucks had been sitting on flat tire for this whole time which has worsened the damage to the truck. I have filed a complaint with state insurance department but they have not even contacted them back.

And what is the result? Some vague message that says that based on the info I have given them they won't give me a quote. No explanation of why they won't make a quote. This is a lousy way to treat a sincere customer; not give any explanation of why they don't give a quote. Now I have no idea whether it's me or them.

I won't mess with them again for any reason.

Also, after being on all of the GM parts websites, I found that Liberty Mutual has allowed Haley to overcharge them and possibly me and every other consumer for parts! This is appalling and outrageous considering the hard financial times that most Americans are trying to negotiate. This cost is directly and indirectly absorbed by Liberty Mutual and obviously passed on to trusting consumers like myself. In sum, Liberty Mutual would rather "mince-words" with me regarding my liftgate which would cost less to fix than the time we have spent talking about it and callously allow a service center to overcharge for parts for my vehicle and pass this on to me. LM refuses to fix my liftgate nor return a January 31, 2010 email that I sent to both Mr. ** and Mr. **.

On 12/16/09, I called Katie in the total loss dept. She was a fast talker, still wanting me to sign over the Jeep and rattling off figures to me. I told her I would not sign anything until I saw figures. She said they would start taking storage fees off my share if I didn't agree now. I had a back surgery on 11/18/09 and couldn't even come home in my Jeep because of the damage. Lisa told me early on to just tie up the bumper. I did three times and the body shop said on 11/2/09 that it was not safe to drive. Plus a blizzard here and losing one hour of work everyday because I leave before the sun's up and have no right headlight. I don't feel I am being unreasonable! I have been through hell for seven weeks and had my Jeep fixed. Keep the rental until it's done or replace it and pay off my loan.

However, the person I talked to said there was a grace period for switching over and/or increasing the insurance but that there's no need to do that for they would send an "investigator" out. There's 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 and that I was told to wait for her. I then asked if I should upgrade my coverage and if I was 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. They 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, which was after 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.

My wife and I have been loyal Liberty Mutual customers for 15+ years and we have had excellent service with our auto and homeowner's policies and referred your company to many others over the years. In addition, Del ** and everyone at the Thousand Oaks, California branch have been outstanding. Liberty Mutual's mission statement is one that I personally believe in which includes the following three principles: Integrity, dignity and respect, superior products and services. Sadly, the principles that Liberty Mutual advocates have been put to the wayside with regard to a situation that involves your Auto Claims Department in Sacramento, CA.

We have spoken to numerous other representatives for Liberty Mutual outside of the Claims Department, who were astonished and appalled with how we are being treated by your own employees. As such, we will be writing to the CA State Department of Insurance and hope that by writing to you, this situation will be resolved immediately. We came to Liberty Mutual in good faith with our auto claim and trusted that your company would have represented us with the integrity and customer service that your 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 is ever damaged.

At the time of the accident, there were witnesses including a store manager who 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, drivers side door and the driver's side rear taillight. 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 was 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 **. 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 ** 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 your company stands on.

Liberty's principle of Integrity - First, we behave with integrity. People build their lives on our promises and trust us to keep our promises. I own a customized 1991 Mustang GT and have carried an extended policy on it for an additional $9,000.00 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 **), who was coming to see the car on May 15, 2009 between 2:00 and 2:30PM. 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 2:00PM and he never showed up. By 4:30PM, 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. ** and left him a message that they we were all waiting. Having received the mechanic's message, Mr. ** called back at about 5:00PM and said that the Claims Department had cancelled the appointment and told him not to come. We waited for three hours. No notification, no explanation, nothing.

Your principle of dignity and respect - Second, we treat people with dignity and respect. Only by treating our customers and each over, well, can we build strong, long lasting relationships. 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 **, 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.

Dignity and respect are reserved for all customers as well as to employees of your company. I believe there needs to be an investigation into how customers are treated by this particular division within your company, as they do not ascribe to the principles and values of providing any type of quality customer service, let alone have an attitude that unfortunately continued to worsen as I spoke to supervisors within the department.

Liberty's principle of superior products and services - Third, we aspire to provide consistently superior products and services. 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 is 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 taillights replaced with new parts and the car fully repainted to match. Thank you Mr. ** for your time and patience in reading this letter and taking this matter into consideration. I am hoping that you will be able to rectify this situation and restore my faith in Liberty Mutual.

Liberty Mutual has failed to advise me of Insurance Regulation 04-125. Liberty Mutual has acknowledged receipt of the following item requests that I have sent, and has failed to respond:

(1) A detailed explanation of the insurer's calculation of the motor vehicles value total loss value, including the value added to the motor vehicle by options;

(2) A list of all deductions that will be made from the value of the motor vehicle;

(3) A copy of the inspection guidelines relied on by the insurer to determine the condition of the vehicle at the time of the loss. Emails were sent on 8/12/2009 and 8/14/2009 to Cheryl **. Liberty Mutual has yet to respond with a complete copy of the inspection guidelines;

(4) Liberty Mutual has failed to inform me that the claimant may, in writing, reject the settlement offer and make a counter offer. I have provided Liberty Mutual a counter offer on August 11, 2009 per regulations. The counter offer included: Dealer quotations for a substantially similar motor vehicle of the same year and model, with the same major options as the damaged vehicle, along with the July 2009 NADA values on the car, advertisements for a substantially similar motor vehicle.

(5) Liberty Mutual has failed to include in their offers for settlement the applicable taxes and transfer fees. They refuse to include the Maryland Tag Transfer Fee of $10 in any of the settlement offers.

(6) Liberty Mutual has produced an inaccurate list of deductions that will be made from the motor vehicle. They stated that the spare tire was missing when it is actually with the vehicle. The headliner and interior trim they state needed to be replaced when in fact the headliner and interior only shows minor wear and tear for a 1996 Honda Civic.

The Autosource conditioning standards were misapplied for condition of the vehicle. An email was sent on 8/12/2009 to Cheryl ** containing pictures of the spare tire, headliner and interior trim showing minor wear to the interior trim, and good headliner condition per the Autosource total loss condition book. Liberty Mutual, to date, has not modified and refuses to address with me their assessment of the preexisting damages.

Liberty Mutual in their most recent settlement offer are now charging a deduction of 10% of the vehicles ACV as a standard reconditioning fee. I have sent an email on August 14, 2009 to Cheryl ** requesting a detailed explanation of items that need to be reconditioned on the vehicle. She has yet to provide either documentation proving that reconditioning is needed, or that the car has abnormal wear and tear for a 13-year old vehicle, or a list of the preexisting damage items.

I have been provided with total of three settlement offers by Liberty Mutual. The first two offers, I have requested a detailed explanation of the deductions made to the ACV of the vehicle. They refused to provide me with any substantial documentation. On the final settlement offer, they did not include a deduction for unrelated prior damage; instead, they have taken 10% off of the ACV for a dealer reconditioning fee, and have refused to provide a complete list of items that merit reconditioning.

Liberty Mutual Settlement offer #1 is a market comparison listing 10 vehicles, with only 3 being a similar EX model. The remaining 7 were a DX models. The Honda Civic DX is the value line with an original MSRP of $11,900 per NADA. The Honda Civic EX it the top of the line with an original MSRP of $15,330 per NADA. This was clearly not a comparable market search. Liberty Mutual's assessment of the preexisting damage on this offer contained deductions for items that were both undamaged and items that they claimed were missing, when in fact they were not missing from the car.

Liberty Mutual Settlement offer #2 consisted of a market search of one vehicle. When I asked Cheryl ** why only one vehicle was used as a comparison vehicle for the market search, I was told that they only needed to show one similar vehicle to call it a market search. Liberty Mutual provided a phone number for the seller of this vehicle that is currently unreachable and despite several attempts to contact is unavailable. I am unable to both contact the seller and inspect the alleged comparable market vehicle. Liberty Mutual has not provided evidence that this comparison vehicle is for sale through a qualified dealer, and the seller is not reasonably convent or reachable.

Liberty Mutual Settlement offer #3 - Cheryl ** advised me on 8/12/2009 via email that the vehicles ACV would now be calculated by using a combination of NADA and Red Book averages. When the offer was presented to me, it included preexisting damage adjustments/conditioning supported with pages from the Autosource Total Loss condition book. Liberty Mutual clearly lied to me on how they were going to access that value of my vehicle. Red Book and NADA only were not used to value my car as stated in the email. The conditioning that Liberty Mutual is taking for my vehicle they state is for fluid changes, cleaning, and repairs. Liberty Mutual supervisor, Theresa **, has revised the deductions being made to my vehicle on to include an additional undisclosed amount withheld from the settlement. Liberty Mutual refuses to provide any other specifics (per the August 14th e mail) on the deductions made to the actual cash value of my vehicle in this settlement offer.

NADA defines average condition for a vehicle as: Average - Mechanically sound but may require some repairs/servicing to pass all necessary inspections: paint, body and wheel surfaces have moderate imperfections and an average finish which can be improved with restorative repair; interior reflects some soiling and wear in relation to vehicle age, with all equipment operable or requiring minimal effort to make operable; clean title history; vehicle will need a fair degree of reconditioning to be made ready for resale.

Please note that insurance statutes or regulations of several states establish Red Book values as an alternative standard, i.e., by requiring that insurance payments for total losses be at least equal either to Red Book value or to an average of the Red Book and Blue Book values. The offer of these averages of Red Book and Blue Book satisfied a market because the laws of certain states use that average figure as a minimum for insurance payments upon the total loss of a vehicle. The offer of $3,566.25 is less than the average of Blue Book and Red Book, thus does not even constitute the average minimum offer.

My counter offer given to Liberty Mutual on August 11, 2009 has yet to be responded to by Liberty Mutual. I have not within 5 days received any written explanations of why the information relied on by the claimant in the counter offer does not provide a more accurate valuation than the information relied on by the insurer in its offer. My counter offer was composed of July 2009 NADA retail values for the car, a market search, and substantiated with a broad unbiased market search of dealers and private party sellers in two separate geographical circles around zip code 20882. All the vehicles were currently listed for sale, and were 1996 Honda Civic EX models. The vehicle and seller information was given to and received by Liberty Mutual.

Geographical search #1 was within 100 miles of zip code 20882. Six vehicles currently listed for sale with an average price of $4,060, an average mileage of 164602 miles. Geographical search #2 was within 500 miles to provide a larger sampling of vehicles. Sixteen vehicles were sampled with an average price of $4,535, an average mileage of 149651 miles. July 2009 NADA retail value on the car is $4,175. My counter offer is fair and reasonable and still stands as vehicle ACV of $4,125 from the July 2009 NADA for the Easter Region of the USA: Maryland tax of 6% - $247.50, Maryland Tag fee of $10, Maryland title fee of $50; Total loss settlement offer to be $4,432.50.

Liberty Mutual has made several settlement offers, each contains multiple inaccuracies that Mrs. ** refuses to correct and or explain. I look forward in speaking with you so I can better describe my complaint in detail, so as the additional multiple bad faith actions by Liberty Mutual can be explained and documentation provided.

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. 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 to the insurance commissioner and awaiting for their response. I really do not want to deal with Liberty Mutual reps anymore. Because I've complained to the supervisor, the manager, and the president till I was fed up. Because they all stick together. Whatever happened to customer service? They sure don't have it.

Now somebody hit me and I am not only out a car, but am out 10% of the damage. 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 fair that I have to pay for someone hitting me.

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 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?

Well, today, June 16, 2009, while at a stop sign on an incline as I accelerated to enter the main road, the rear door flew open. I took it back to the repair shop the next day. The latch was worn from the improper alignment of the door since the accident. The technicians, who repaired the car, quoted a new rear lift gate. The insurance company denied it; in fact, they haggled and gave me a nice paint job. The door is still broken and seems unsafe.

The next day, I took my car to the body shop Liberty told me to go to and got the appraisal. I was told it would probably be a total loss, as the damage was severe. My car is a Volvo and I kept it in excellent condition. I had to call Liberty Mutual every day for a week, and spoke to many different people. They had not talked to their client and dragged their feet about getting me a rental car. Finally, an agent in the loss department set up a rental for me and said they would accept liability. Their client had fabricated a total lie about the accident to make it seem that she was parked on the street, and a truck was in her way. How she hit me, she never explained. There is no parking at all on this road, which we pointed out to the agent. I think he realized she was totally lying. I am still waiting to hear from an adjuster and have no idea what to do. Liberty Mutual is not handling this at all. I am being led on and I am frustrated beyond belief. What on earth is wrong with them? Are they in trouble financially and hoping to delay all expenses, even when their client is 100% at fault?

I've called around and a new customer pays their first 3 or 6 months normally. Liberty Mutual wanted a full year. Yes, after 8 years with them, I let my payment lapse once and I'm treated worse than someone they've never even done business with. I'm currently shopping my insurance. I pay them approximately $3,500 annually. I would expect to be treated a bit better than this!

I went to the towing company on Friday morning the day after my accident to take pictures of my 2008 Honda Civic. While I was there, the gentleman that I was involved in the accident with was there and he already had his rental and was all set to go about his day to day routine. Myself and one of my passengers were injured in the accident not once did this company show any concern for our well being. I was extremely lucky that nothing happened to my 4 year old daughter. I have been told that we are very lucky to be alive!!!!!!

The adjustor proceeded with the estimate and said that he would give me all used parts. My mechanic told me that some of the parts cannot be used because it may put me in danger while driving later on, but the adjustor didn't care to listen. He said it was company policy to give used parts. After the parts came, they were in bad shape, not even close to what I had. I tried calling the company. They were rude on the phone and would not change their minds. At this time we are trying to get the adjustor to go back to the garage to show him that the parts he paid for are not good. SO far no luck making that appointment.

Stay away from Liberty Mutual! They will give you low rates, but god forbid you have an accident, they will cover as little as they possible can. They are rude and don't care about your safety.

I understand that he was a young man, and accidents happen. I was kind, we called to police, and after two hours or so, we got everything worked out. He was cited for the accident by the police officers. After my insurance found him 100% at fault, and I hadn't heard anything from Liberty Mutual, I called them. After leaving several messages because I couldn't reach anyone, I finally reached someone. The claims agent called me back a day or two later and stated that I was 35% at fault and their driver was 65% at fault. They claimed that I didn't have my blinker on, I should have honked, and I didn't make any kind of evasive action to avoid it.

NEVERMIND, the fact that I was doing nothing wrong, and their driver did NOT have the right of way. They are actually claiming that I should have swerved to get out of the way. SWERVED INTO ONCOMING TRAFFIC so that their driver wouldn't be found at fault? I don't think so. I hate Liberty Mutual. However, from my experience and reading others experiences, I'm thinking about getting insurance through them so that I will never do anything wrong in their eyes......What a joke. By the way, we are only talking about them refusing to pay about $300-$400 more in damages for my 35%, but it's really about the principle of the matter.

I also told her they never billed me this early in previous years, why this year, she had no good explanation. I told her I feel they are trying to cheat me and I would not pay the new premium until my new policy begins on 8-4-08. She told me that I actually will not be considered late even if I don't pay until after 8-4-08. I believe that during this difficult economic times, these predators are trying to cheat on their own customers. What do you think? I told them so myself!

I want to be compensated for my lack of having a vehicle and would like compensation for my having to rent my own vehicle and borrow, and pay for transportation for an excess of 29 days.another issue is they wrongly accused me of being at fault even though i have photos and whitnesses that contradict that and the report clearly states i did not have a stop sign yet their report was taken wrong. i have photos, notes of who and when i spoke to, etc.

I have had no transportation for over 29 days, and was now told on 5-28-08 that the check had not been mailed. i have had to leave work early and take time off to move around their business hours and address this issue. And i have had finicial problems due to the excessive cost of transportation i have had to address.

I finally received a return call and the agent had the gall to say that I was justified in calling the Insurance Commission thinking I was calling on the other company. I told Ms. Maltz that I was giving her name as well. It took over two months to receive a check....but only two days after I threatened to call!

That same day I was in contact with the SIU investigator Allen W. I was told he was waiting on the affidavit I had completed & returned to Fernando on 4/4/08. He also advised me that the following week of 4/21/08 he would be on vacation & would contact me the week after. I then called my agent Kelly to see if there was something she could do. She advised me she would see what she could do. I never heard back from her. I finally contacted her again on Friday 4/18/08 to advise her how dissatisfied I was with her & her company.

When I did not hear from Mr. W by Monday 4/28/08. I contacted him on 4/29/08 & left a message. He called me back on 4/30/08 to tell me he was on vacation. I was livid as I was told he would be on vacation the week prior. I then called back to find out who his manager was & left a message for Dexter W. I received a return call from Gary of which the call was missed. He did not leave a return number. He did leave a message to say he would contact me later that day around 3:45 as he was in between meeting traveling. I never heard back from him. I tracked his number down & left him several messages. Have yet to hear from him.

Today 5/5/08 I spoke with Allen W again to see where we were with the claim status & was advised he was still waiting on the affidavit. I then contacted Fernando manager Robin to see why Allen still had not received the affidavit that was sent back to Liberty Mutual over 30 days ago. She inturn faxed the report to Allen. We scheduled an appointment for Wednesday 5/7/08. He asked at that time for me to provide him with my last 2 months bank statments & my cell phone records. Which I provided that same day.

I believe they are stalling to not settle the claim & because I have contacted the GA Insurance commisioner. On Friday 5/9/08 I contacted Mr. W again via email to see where we were with the claim. He advised me that the car was found on Thursday 5/8/08 severely burned and he would possible need more documents. I have yet to receive a call from the Police throughout this entire matter. Several messages have been left. I also contacted the storage place where I was advised the car was & was told they did not have the car. However Allen insist it that it is there.

It has been 43 days & I am no closer to a resolution than I was the day I filed the claim. I have been more than cooperative & now I am fed up. I was asked on Monday 5/12/08 to fax a complete 12 months bank statements as well as the last 4 months credit cards statements. Which I did the same day with no hesitation. I do not have a car. I am paying for a car I do not have & am dealing with a company who doesn't know what customer service is. They are acting in bad faith & I need some help to get this matter resolved.

Emotionally I am stressed & burned out. I am borrowing a car which is not dependable.Not knowing if the car I'm driving will break down at any given moment.

Liberty Mutual does not care one bit ,and their client is responsible. Also, we both were very sore right after the accident and hadthe mental anguish of realizing that we could have been killed by this maniac driver.

I am out of pocket more than $1500 so far and have $500 more if and when I collect this car from the body shop. I am suffering great stress through this. I cannot drive this car while I cannot rely on its roadworthy-ness, and I am paying double the gas driving my miles in another, more fuel-consuming vehicle.

My computer, TV, uniforms were destroyed and need to replace them, before prices goes up.

I remain economically liable for any damages my ex-wife may incur. I have no control over my ex-wife and cannot cause her to re-submit any needed paperwork. It is unreasonable for the company to continue to make me liable for the foregoing and they should accept the Divorce Decree and Lease as proof that my ex-wife should no longer be on my Policy.