Liberty Mutual - Homeowners Reviews

I need someone to help me show proof of insurance for one of my houses on January to February of 2011. My payments were paid by phone with Kim.

My mortgage charged my account and I need proof of payments that were issued to Liberty Mutual so I can get my money returned. I cancelled all my policies so I need someone to research my situation.

This is my only experience with liberty mutual. The employee was rude in both of my interactions with her--practically accusing me of letting my pipes leak so that I could replace my cabinets. And they have collected a good deal of money for absolutely no work.

My concern is that I, the payor, have never received a cent of this refund and yet it was my money which paid for the insurance. I am incredulous as to what sort of system takes money from one person and refunds it to another. In short, Liberty Mutual made the decision to refund $1,282.74 to a person who had never paid this money in the first place. Notwithstanding any contract between Liberty Mutual and Miss G., the financial transaction existed between Liberty Mutual and me. Therefore, I believe the refund of any money should have been made to me alone. Essentially Liberty Mutual has given money to Miss G. to which she was not entitled.

So I called my insurance company, Liberty Mutual, and three days later I was begrudgingly moved into a hotel. The work started on my house about April 16th. On May 2nd, I submitted a list of damaged personal property for Liberty Mutual to review and determine if I was eligible for reimbursement. On May 14, I was informed that I was assigned a new claims adjuster, so I forwarded all the emails I had previously sent to my previous claims adjuster. I have been sending this new adjuster emails saying please give my claim some attention.

On Monday evening, May 24, my adjuster informed me that he has been taking my emails and archiving them and will look at them at the end of the claim. He said he has been busy with other claims and that he will be going on vacation on Thursday and will get back to me next week. How is this being responsible? There is much more to the story than I have included here. I am clearly caught at the mercy of this huge conglomerate in a hotel with my children for the past 50 days.

I also asked to speak to the supervisor, he wasn't in like yesterday, the deck needs to go! A new one with repairs to the plates and every thing else. To boot, I have in the very back yard a swamp! No one told me I brought a house in wet lands. I feel so stupid! I spend a lot of monies to bring this house to a home nothing has been done to this home since the mid 1980s.I fix it up repaired it and modernized it.

One of the icesings on the cake is a fracture sacrume in my lower back! Because of the pain, I have to be sadated for the longest, the bills, the frustion is driving me mad, all they can say is so sorry. I have to leave for now, I have an appiontment with a back surgeon!

After dozens of calls, Liberty Mutual could not find the person who sold us the policy. Liberty Mutual said the "taped" phone call when we purchased the policy where the sales man had said all boats were "fully covered" mysteriously disappeared. Liberty Mutual eventually gave us $1000 but then immediately raised our premiums $1500 for the next year. We dropped Liberty Mutual like a hot potato.

I assured them that not only was there a fire hydrant within our subdivision but that the neighborhood's fire hydrant is located on our property line on the street. In addition, I told them I was sure that the fire station was within five miles though I had never confirmed this. The representative's response was that they would research my claims and get back to me later that day. When the representative called back, they confirmed their claims were true that their MapQuest research showed our home was 6.1 miles from the nearest fire station. But they said since I was a long-time customer, they would ask their underwriter for a special request to provide insurance for our new home. I received another call back with news that the underwriter gave special approval but that they would have to charge me a higher premium. In addition to the higher premium, our coverage would be limited compared to the previous quote we received in early July. I told them I disagreed but conceded to the higher rate and reduced coverage since this process had already consumed several hours of my time.

The following weekend, August 22, I took it upon my self to measure the distance from my home to the fire department. It turned out that we have two fire departments near our new home, one is located 4.0 miles away and the other (which also has an EMS) is located 4.5 miles away. As soon as I returned home, I called Liberty Mutual and asked for the manager on duty, so that I could report my findings. I was passed off to an escalator since the managers were too busy. Though I was upset, I calmly gave the escalator the names, addresses, and phone numbers of the two fire departments as well as the measured distances from our new home. I also re-voiced my insistence that there is a fire hydrant on my property line. The escalator apologized and said she would report this to the underwriter and resolve this as soon as possible. She said she would call me no later than Wednesday, August 26, with the proper resolution.

After hearing nothing from Liberty Mutual, I called again on August 29. Since they could not reach the previous escalator, I was told a manager would call me back. After no response for several hours, I called again and was connected with another escalator. I had to start all over again and explain the entire situation to this second escalator. After another hour on the phone, I was again assured the situation would be resolved. To my amazement, much later that evening, the original escalator from the previous week left a message on my voice mail, stating that the underwriter again confirmed through MapQuest that the distance from my home to the nearest fire station is 6.1 miles and that I must have used some type of backwoods shortcut to measure the distance from my home to the fire department and that this route would not be acceptable.

All of Liberty Mutual's claims are absurd. The fact is there are two fire departments less than five miles away from our new home. And the fact is that my subdivision is located directly on the same highway that both fire departments are located, one fire department in one direction and the other in the opposite direction. And there is only one possible route to my home for each fire department. In addition, there is not a single stop light, stop sign, or yield sign on the way of each route and there is only one turn for each route. And finally, I have confirmed the distances in MapQuest and called both fire departments and confirmed the distances with each of them. Every one of these efforts have proven the 4.0-mile route and the 4.5-mile route.

I again called Liberty Mutual and insisted on speaking to a manager (not an escalator) to again explain there are two fire departments within five miles from my new home. After spending another hour with this manager, it became quite clear that all she could do was again send the issue to the underwriter and that the results would be the same - MapQuest would show 6.1 miles from my house to the nearest fire department.

It is also became clear that this is most likely a routine procedure for Liberty Mutual - to ignore a request and then deny the request by misrepresenting their coverage research. Neither Liberty Mutual nor the under writer is even remotely interested in resolving this issue. I can only imagine how many other customers either never check their findings or simply give up trying to negotiate with them. And I can only imagine how much additional revenue is generated from these methods.

We met with adjuster Andrea on 8-17-09. She walked in the home with the owner of Rainbow International (Cannady Construction). At first, we were comfortable in using the company's suggestion of Cannady Construction. However, during the walk-through of the damage, we became uneasy because of what we observed. Basically, it was the adjuster's opinion that much of the damage did not have to be removed, even though there was obvious staining in the sheetrock of water damage. Grout in the newly installed tile floor in the upstairs bathroom (source of the water leak) was missing, and the floor was slightly raised.

Cannaday Construction was telling the adjuster what work would need to be done, which included his opinion that the floor would have to come up. The adjuster immediately said they were not replacing the floor and indicated the floor needed to be re-grouted. This scenario continued into the downstairs where obvious sheetrock damage was "just going to painted over" and only a small portion of the sheetrock was going to be replaced. There was obvious bubbling in the paper, so we were confused by the unwillingness of the adjuster to replace what we felt need to be replaced. The adjuster was only willing to paint a portion of the front room, even after we explained that we no longer had that paint to just touch it up.

I conducted extensive research on the internet and talked with several restoration companies and contractors. I had two contractors (actually 3 when you include the air conditioning contractor) come in, and all agreed that the carpets should have been pulled, the pads removed, and that all the water-damaged areas should be pulled. Apparently, just because the house was dried, it does not mean there is no moisture present in the inner walls where meters do not accurately read.

The adjuster returned to our property on 8-28-09, this time with her manager accompanying her. From the onset, it was apparent they were here to prove their initial evaluation of the 1st appraisal. Thank God, we had the contractor present whom we have chosen to do the work, because other than changing their opinion on some painting to the living room, they were not going to change their stance.

When we sell our home, we have to disclose that we suffered a loss. How can we sell our home at a later time if we just allow the insurance company to paint over the damage and cover up what happened? We are outraged by the treatment we have received. From the research we have done, it appears what Liberty Mutual is doing is called "low balling" in an attempt to get us to accept inferior repairs to our home, so they do not have to pay for the needed repairs. Their claim that this is merely the investigative and negotiating phase of the claim does not sit well with us. We feel they are basically trying to intimidate us into accepting inferior repairs to our home, and we are outraged.

We have filed a complaint with the California Department of Insurance, but we have reservations as to how well that will be investigated given all the budget cutbacks that have occurred in California. Any suggestions? The dollar amount of the claim is estimated between $20,000 and $25,000. I expect an additional offer, but so far, Liberty Mutual has wanted to pay only $5,000 toward the claim.

My insurance will go up $250 regardless if I stay with Liberty Mutual or go to another company. I am a disabled veteran and I live alone and feel that I'm being bullied and I'm fearful that I will lose my home if I cannot get any insurance coverage, or what coverage I can get will be worthless.

When I had a very heated discussion with Brokaw Air Conditioning, the lady was very sure that there was not enough water that Rick described. She called a manufacturer and found out that the unit on a typical day would pull 12 gallons, which I responded that is plenty of water to cause the damage to our basement, and she said that would not cause 6 inches of water. then I replied there was never 6 inches of water in our basement. Then she told me that Rick S. called and asked if there was enough water in the unit to cause 6 inches of water throughout the entire basement, and of course she said no. I have no idea where he got that there was 6 inches of water in our basement. When he came to my house he would not even discuss the basement with me. He sent me upstairs when I tried to explain to him what happened. When he took pictures of our stuff he kept saying I have never claimed, a futon, a coat, comic books... I don't even know how I am going to do that. On top of that he said he doesn't think he can file more than 10 items, so I stopped writing down what was damaged.

Before we knew that Rick lied to the air conditioner people my husband called and was basically told there was nothing they could because it had been denied, again we didn't even know about the first time. we were told to get a letter from some air conditioner place saying that there is enough water to cause that damage. We tried calling Brokaw but the man who owns it doesn't understand what we are talking about he can't understand why Liberty Mutual is handling this because he works for our home warranty place (he sounded very old I think that is why his wife handles a lot of the phone conversations, but she isn't "qualified" to write anything). Oddly enough when my husband called Liberty Mutual the lady that took the claim said the same thing happened in her basement 3 times because one of her kids kicked off the condensation line, and everything was replaced, no problem 3 times. which my husband can't remember her name but I am sure the conversation should have been recorded.

The lady who is handling our claim, Deborah S., told me there is no way for water to damage 3 rooms. She said I could get Brokaw to send them a letter and she would review it. Then later reiterated that there is no way for it to cause that much damage. She said there was bad rains in the area at the same time. which we did not have anymore problems with water until the unit was fixed like 3 weeks later and then I went down stairs and there was a bunch of water covering the floor, which is why we called a second time because we knew where the water was now officially coming from. before we did not know. We had an electrician come out and check to see if there was something wrong with our box and maybe our sump pump went out. He said that other than some loose wires nothing was wrong with our electrical or the sump pump. all the water in our basement was clean and clear. So it was not ground water. we checked all our pipes leading to out sink and washer and everything is fine. There has only been water in our basement from the condensation line, and since they fixed that last week we have had no water.

It rained a lot in June and there was no water in our house until the air was fixed and back on. I have a hard time believing our case will get a fair review, when deborah S. keeps telling me that there is not enough water to cause the damage. Also, If Rick S. lied about the amount of water in our basement I don't know what else he lied about in the report. I filed a fraudulent case against Rick S. with the commisioners Insurance something something, but guess who handles it when it gets to liberty mutual...Deborah S. I can only imageine how that will go. I am waiting to get a hold of a manager at Liberty Mutual, when I called their system was down and I could not get a name or number to go with our case.

I have contacted Brokaw again and I am waiting a call back. Hopefully I can talk to someone that understands what we are saying. My other concern is that if Rick S. lied about our basement, how many other claims were denied or is this common practice at Liberty Mutual and not limited to just Rick S.. it has been extremely frustrating and this is the reason we have insurance, so when things like this happen then we are covered. Hopefully I didn't forget anything else.

Walls, carpet, tile, dryer, dehumidifier (which was not in use it was for our condo), and misc. stuff that was on the floor in the basement. we pay for full replacement through liberty mutual we had to pay to have all our laundry and other some other stuff that got wet at a laundry mat, because our dryer was not working at all, it works better now, but grinds now.

I have received several letters from Liberty Mutual, the last one from Ms Fifield, stating that the company's non-renewal program does not violate any florida laws. We have had homeowners insurance with LIberty Mutual for 20 years and feel we have been dropped because of previous valid hurricane damage and relatively lower yearly premiums. My neighbor has made no claims. In the last three years we have stormed proffed our home with a new roof, window shutters, and new windows according to Florida code. We have these certified by a licensed home inspector which we sent to Liberty Mutual.

We have contacted the Florida State Insurance Office and while they are investigating nothing is happening to inform us of the specific criteria for our being non renewed. We feel that they are just stonewalling until August when our policy is over and due for renewal. Any suggestions?

Our insurance rates will significantly increase for our home.

The plumber told me that he has never paid over $2,000.00 dollars for this repair even though he has not looked at the extent of damage to the system or even recommending another plumber for the job. I have called the insurance adjuster, and he refused to take my calls for the last couple of days. I am filing a formal complaint with the insurance commission in Lansing, MI. This is my second claim in eighteen years of coverage with their company, and this is how I am being treated.

My family could get sick because Liberty Mutual refuses to respond to me to resolve this matter.

I called Chase, and they paid the bill again. Apparently, Liberty mutual again, cashed the check and said that they sent me a check for the amt. paid. They are now saying that I am uninsurable because of a year and a half lapse in coverage stating that if you didn't insure your property for a year and a half, you probably don't take care of your property! First of all, if I had received a check from Liberty Mutual, I would have notified someone, because this happened to me about 6 years ago, I cashed the check because it said refund (without any type of cancellation notice) and I got canceled and mandated by my mortgage co (who was Washington Mutual at the time). So, I know that I would not cash a check from Liberty Mutual without investigating why I got it in the first place. Secondly, What happened in 2007? If I didn't have any homeowners insurance for the year, why wouldn't Chase mandate me or even notify me? I am now without homeowners insurance after using Liberty Mutual for eight years in a row, paid for in full each year from my mortgage escrow. Any suggestions?

I have no homeowners insurance and am having difficulty obtaining insurance because of the lapse. My mortgage co. (Chase) stated they'll give me a few days to obtain insurance.

I have contacted Liberty Mutual repeatedly regarding this issue. Commerce Insurance tells me that they have repeatedly resolved this issue. In fact Liberty Mutual owes me money from 2004! Despite efforts by me and Commerce Insurance this is still not resolved. I now receive threatening calls and notices from Credit Collection Services. I am horrified that my otherwise perfect credit history is now tarnished. I consider Liberty Mutual actions to be threatening and clear harassment.

I have been searching for homeowners insurance and have been unsuccessful. No one wants to insure our home because of the cancellation. I have been on an emotional rollercoaster since I was first was notified of the cancellation. I have trouble sleeping. I have been very distressed. If I do find insurance the premium will be much higher than it was.