DOVER, NEW HAMPSHIRE -- On April 11, 2009, our car was hit by an elderly man who fled the scene and returned later; he and his insurance company (Wawanesa) took full responsibility for the accident and we relied on Liberty Mutual to represent us in good faith to make certain our car was restored. Originally I found out that the other insurance company was in Canada and only had two satellite offices in California and therefore I decided to involve Liberty Mutual for better representation. Also, we have a customized policy with Liberty Mutual for this vehicle which would ensure that the car would be restored if it were ever damaged.
At the time of the accident, there were witnesses including a store manager that helped us. I was parked in a grocery store parking lot. Witnesses were all very surprised at the way my car was hit and the velocity with which it had been hit. They described that the elderly gentleman's Cadillac accelerated backwards and had crossed several parking spaces and then across the aisle. He hit my car with enough force to lift the back end of my car up onto the trunk of his Cadillac and then pushed my car into a curb and up onto a berm that separated the parking lots.
There was damage to my rear bumper, front bumper, driver's side door, and the driver's side rear tail light. The man fled the scene hitting another car in the process. A witness who followed him down the street and into a dead-end stated that the man later accelerated at the same rate of speed toward his vehicle and almost slammed into his vehicle. This is when the driver decided to return to the scene of the accident where police were waiting for him.
As a result of the accident, since mid-April I have been speaking with "Team Six" in the Auto Claims Department in Sacramento. I have 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, 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.
A) 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 $9000.00 for the better part of five years. I was hit by a driver whose insurance company has admitted full responsibility.
Claims didn't have my police report for a long period of time and were challenging me on the damage that was incurred. At one point in speaking with Claims I was told that Liberty would replace both the rear and front bumpers; later it was rescinded and they stated only the back bumper would be replaced. Later the supervisor(s)
stated that the way the accident occurred couldn't have possibly happened, that the damage that occurred could never have happened and yet they never even spoke to witnesses.
The last straw was last week. On May 14, 2009, our mechanic was contacted by a Liberty Mutual adjuster who was coming to see the car on May 15, 2009 between 2:00 and 2:30 P.M. This was the second time an adjuster was coming to see the car and my wife and I thought that perhaps Liberty was finally going to resolve the concerns we had and we took time away from our schedule to meet him. We were there at 2:00 P.M. and he never showed up.
By 4:30 P.M. I left a message for Management in Claims to find out where the adjuster was (I never heard back from them). At the same time, the mechanic found the phone number to the adjuster and left him a message that they we were all waiting. Having received the mechanic's message the adjuster called back at about 5:00 P.M. and said that the Claims Department had cancelled the appointment and told him not to come. We waited three hours. No notification, no explanation, nothing.
B) 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 the Account Supervisor from Liberty Mutual in Thousand Oaks 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 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.
C) 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 adjuster found and because the Claims Division has essentially sent the message that the claim in done despite rescinding their promise to also replace the front bumper.
In conclusion, I do not believe we have not been unreasonable in the request for replacement. A fair resolution to this problem as mentioned in a report that I am sending to the CA State Department of Insurance is the following: Have the front and rear bumpers replaced with new parts; The driver's side door aligned to the body of the car (due to the impact); The two rear tail lights replaced with new parts; The car fully repainted to match.
This was sent to the CEO of Liberty Mutual. As of this writing I will be looking for other insurance else ware. The car will be fixed, but will be mismatched in paint color. Liberty Mutual has been nothing but a bad company to be associated within regards to this accident. I would avoid them if you can.
IRVING, TEXAS -- My daughter (not yet 18) was returning from a birthday dinner with her classmates on a Friday night October 29, 2010 (dark & after 8pm) and proceeded to make a tight right turn at intersection (Alma & Hedgcoxe bordering Plano and Allen, TX) while light was green to her. She had to and was turning slowly when the light turned yellow & her car got hit on driver side by a truck making left turn (He had "yield on green to make left sign" with no protected left arrow).
My daughter's car driver fender got pushed in, driver mirror knocked loose and driver door could not be opened. Driver side light cracked and bumper cracked and came loose by the hit to fender. The truck had damage to passenger side. There was no apparent injuries and other driver apparently called 911 but 911 apparently did not send any help. My daughter knew that she had right of way and did not call us or insist on getting cops come and make a report. She had passengers who witnessed the truck come and hit them. She exchanged insurance info with the truck driver who claimed she turned wide.
Being inexperienced and in-shock she did not ask for truck driver's license info and get truck license plate number. Just when she was about to leave the scene (10 to 20 minutes past collision), a woman arrived at the scene and was seen chatting friendly with the truck driver. My daughter came out through passenger door and asked who she was. The woman said she is a witness & placed blame on my daughter and scribbled her name and phone number.
When my daughter came home, we were shocked and went to the scene to understand what had occurred. We went to Allen police who had jurisdiction and were told that they would have come if dispatch had been informed. They asked us to file an accident report with state and deal with insurance companies. We called Liberty Mutual (insurer of other driver) and made a claim same night. Our daughter had back pain and we called Liberty Mutual next day to inform this and that she will see her doctor. My daughter's doctor said pain is muscle spasm from accident and would subside and it did. A claim representative from Liberty Mutual told me to take the car to their body shop (Caliber in Plano) to get pictures of damage taken.
I told him vehicle driver door cannot be opened, but he said it would take many days for them to send someone to take pictures. I drove it to their body shop by entering from passenger side and had pictures taken by Caliber. This was Monday after accident. In the meantime Liberty Mutual transferred our claim to a different representative because of the injury report. We tried calling the witness who had scribbled her name and left voice messages. We also called our insurance (Amica) and reported the incident. The insurance said the passengers in our daughter's car are not considered witnesses!!!
The new representative from Liberty Mutual told me that their insured had stopped to make left turn and light turned red and turned left to clear the intersection at which point my daughter hit him. I reiterated that my daughter had green light and was turning when truck hit her car. I also questioned since when it was legal to turn left after light had turned red. The lady just hung up. I informed to both insurance companies that we felt witness is suspected acquaintance of other driver. I called again on Thursday (6 days after accident) to find out status of our claim.
She said their insured had not yet taken the truck for pictures and I questioned why it was taking so long when we took our car with driver door stuck day after. Rep said their driver needed time. I told her I will seek a lawyer. I called again on Tuesday (11 days after accident) and got a message that representative was in training until Friday. I spoke with another representative and manager's voicemail requesting expedient handling.
On Thursday (13 days after accident) Liberty mutual claims representative called and told me that our daughter had turned wide and hit their insured after he had cleared the intersection, they had a witness to this effect and are basing on pictures taken of damage and they were denying our claim. When I tried to argue, she got upset & said I had not scene the damage to their insured truck and she has seen pictures. I told her we will appeal. She said she will send a letter which we got on following Wednesday (19 days after accident). I decided to take pictures of our car's damage and started repairs from a mobile body shop.
The letter provided claim rep's email to provide additional info and I emailed to both insurance companies many times. First and most important my daughter had right of way. Second no witness could assert wide turn as no lane markers were there for few hundred feet at the collision point especially at night. (I have pictures & video taken during daylight that show no lanes can be seen). Third damage to side our car indicates my daughter's car front did not directly hit the truck side as said by Liberty Mutual.
Our insurance Amica told us that they cannot help us with our claim to Liberty mutual as we did not have collision coverage from Amica (car was 6 years old with 132000 miles), but they have claim from truck driver. Amica asked us to get passenger in my daughter's car to call and the passenger called twice and left message. My daughter & passengers involved attend high school. Amica is concerned that if they deny other driver claim there may be a small claims suit. I feel my daughter has no fault and Amica should refuse to pay other drivers claim. Let us see what happens.
We (self, daughter, wife, passengers in car at the time of accident) are shocked at how Liberty Mutual and their insured have denied liability for the collision. We consulted several lawyers who said unless we had more injury they cannot help us on a contingency basis. Liberty Mutual has not responded to our emails questioning their decision and providing info that disputes it.
THIS IS GROSS INJUSTICE. In our 3 decades of driving we never denied admitting fault when we were at fault for any accident and we never had problems with insurance when other driver was at fault, until this one. Liberty Mutual and their insured is taking advantage of situation (no police report, a friendly witness that appeared very late on scene & who has not returned our calls, misinterpretation of pictures to their advantage) when their insured clearly failed to yield right of way and caused the collision.
There should be no fault for a driver turning right with green light. We wish the same treatment happens to these fraudulent insurance companies and claims personnel where they get hit when turning on right at green light by someone who ran red light while turning left and they are held at fault by their insurance investigators. We will sue Liberty Mutual in Collin County Small Claims court for repair costs (quote obtained from Caliber), doctors fees, loss of use of car, pain & suffering.
I was injured severely at work in the Spring of 2009. The effects of the injuries suffered are largely debilitating. Shortly afterward, I began to be shuffled between claims people, weekly wage payments were delayed, child support was withheld from checks but not forwarded to state collection agency, delays and refusals to approve diagnostic tests, assigned a QRC (independent - right!) who pressured doctor to refer me to a Occ. Med doctor - who shocked everyone who was treating me by telling me "there's nothing wrong with you, get off your butt, take antidepressants, and go back to work!"
They demanded I see only one doctor to manage my care - but who, I'd already seen 5 at that point. So I had to go outside them all and get a 2nd opinion or go back to work. I found the doctors in my "network" that would take a contrary position to the diagnosis of the Occ. Med doctor. But I did, and not only got a 2nd opinion that prevented me from having to go back to work, but obtained an order for an MRI - a tool he was surprised hadn't been used to detect the root of my problem.
And after delaying authorization for almost 4 weeks, I had that MRI, and it documented spinal and nerve damage due to trauma. 4 months into my injury, I went from being regarded as a malingerer to having a bonafide injury/impairment. Do you think things would change with Liberty Mutual? Sure, they bumped me to yet another claims rep, and the whole cycle of delay, deny, harass, withhold payments and treatments started all over again. I got an attorney. That didn't seem to matter, if anything, they just ramped up the resistance more. I got a new QRC, one recommended by my attorney.
They began to harass her, telling her that my employer had "light duty" work for me, and that she was required to make me aware that I HAD to accept light duty if I were able to perform those tasks. Once again, the fact I can't walk, sit or stand for more than 15-20 minutes at a time, that I take powerful narcotic meds for pain, and a slew of other muscle relaxers, anti-spasmodic, anti-emetic (nausea),wear an electronic device to mitigate pain, and can't even drive - not to mention physical therapy every other day, just how could I work doing anything.
Several weeks ago, I began to receive a lot of mail from various clinics, doctors, specialists, and medical imaging firms - including the urgent care clinic I went to immediately after suffering injury at work. The letters were affidavits they had filed with the Dept of Labor & Industry, Work Comp Div declaring that Liberty Mutual HAD not paid them, and that they were registering their claims for services rendered AFTER Liberty Mutual had "approved them. All except the urgent care clinic - who's paperwork stated that the employers insurance company (Liberty Mutual) had refused payment for services rendered on that day because "visit to the clinic had not been pre-approved by the insurance company."
Silly me, I guess I should have known I was going to nearly be killed that day, and gotten pre-approval! One of the providers is sitting on bills totaling more than $5K, and a letter I received advised me that they "cannot" provide any additional services until my insurance carrier pays or I pay. Several of these providers have tried to bill my medical insurance company - BCBS. Of course they've refused also, because NONE of these services were provided with their authorization, and they learned later that it was, in fact, a work comp injury.
I am now looking at surgical intervention - 6 months after the date of injury, and my recovery time and rehab (if the surgery works) will put me out for another 3-6 months. It's hard to look at Liberty Mutual's TV commercials, which portray it as a company that cares and does the "right thing" by pulling people back as they're about to walk off a curb and get hit by a bus - when they've done just about everything possible to throw me under one!
I recommend that if you experience any difficulty with Liberty Mutual, or their subsidiaries such as Indiana Insurance, that you (1) retain an attorney & (2) get a different QRC (3) make a report to the Insurance commissioner of your state, and the Dept of Labor & Industry.
WISCONSIN -- I got injured on the job last June. It was reported immediately as I could hardly walk, but I finished my duties for the day and reported to a Dr. the following day as there was no way I could do my job. Pain at 10. Fast forward, it turned out to be two separate tears in the meniscus in my knee. Surgery was required. Liberty Mutual (LM) paid under workman's comp. and covered all my medical expenses and physical therapy plus lost wages. To a point.
Eight months and the representative from WM decided she wanted an IME (Independent Medical Examination) hired by them, (starting to smell a rat?) to examine me and give them a 2nd opinion. I reported for the IME which I spent all of ten minutes with. He submitted his report to LM and stated that he said that any pain I felt the day of the injury was a mere manifestation of a pre-existing condition and that my torn meniscus, two of them was NOT relative to work and therefore I should be denied any further care or compensation.
It's all well documented from my treating Dr./Surgeon that in no way could tears occur unless there was specific trauma. Well, LM adhered to the rat's report and I was cut off. Now I am going through hoops to collect disability, a $500/wk cut from WC and my doctor put me on permanent restrictions preventing me from returning to my job. Had to file for a hearing with the Workforce Development people of my state, to challenge WorkComp, ie, LM and that hearing could take 4-6 months.
I do not like to think that I could lose my house over this but LM is ruthless and could give a ** less. Bottom line, I hope I'll come out of this all right as my union representative assured me that appellate judges do NOT like to hear UPS and WM mentioned in the same sentence. Just hope I can hold on till the hearing. Thanks Liberty Mutual.
NUTLEY, NEW JERSEY -- On June 10, 2008,a storm swept through our town and destroyed our home. We contacted Liberty Mutual hours later. Your adjuster, came to assess the damages a few days later. He sent the insurance contractor to come and do an assessment of damages. Damages were to much for the insurance contractor to make an assessment by therefore, asked for a structural engineer to come in. Engineers came in for Liberty Mutual. The report was written up leaving a lot of damages out.
At our request, we asked that the engineer come back with our builder to point out more damages that were not in the report. The structural engineer for Liberty Mutual came back the second time, and said that he stands by his original report. This forced us to hire a public adjuster, Liberty Mutual's adjusters stood by engineering report and wanted us to go through arbitration at this time, which we refused because that our contractor felt the damages were far beyond what the adjuster had originally claimed.
Based on the engineering report, the insurance contractor had to write up an estimate for repairs based on their engineering report. We had to at this time we were compelled to hire our own engineer because that we were beginning to sense we were being treated unfairly.
Our Engineering associates came in to assess the damages at our expense and wrote up an engineering report enumerating damages that were totally silent in Liberty Mutual's report. This report was submitted to Liberty Mutual through our Public Adjuster. After 6 months from the date of initial claim, Liberty's adjusters acknowledge by stating that they will be sending a different engineering firm to assess that there was more damage than originally recorded in their original engineer report. We are now going into the 7th month of this claim.
We ask for your assistance to get this claim adjudicated and settled as soon as possible. We would expect that Liberty Mutual would live up to its obligations as promised in their insurance contract and that is, to settle this claim as expeditiously and as fairly as possible. It is getting to the point where we feel that Liberty Mutual and their claims department is not honoring their obligations under the contract and is not settling in good faith. Please if you insure with LIBERTY MUTUAL cancel your HOMEOWNERS POLICY NOW BEFORE IT HAPPENS TO YOUR FAMILY.
To whom it may concern: Below is another attempt to deal with your adjuster. Since this claim was opened on 6/10/09 your adjuster has done everything possible not to settle this claim in good faith and to make me and my family suffer and fight to settle a claim which is your responsibility to settle in good faith.
It started with an engineering report from Atlantic that I had proven through hiring my own engineering firm that there was so much more damage to our home and when we were waiting for ** to do the right thing and give us an offer that was just and fair, to find out yesterday that He was up to his old tricks again and in His spiteful ways offered a mere fraction of what we are entitled to. We gave the proof you needed to settle this claim through our very professional engineering report not like the one Atlantic did for Liberty Mutual why can't this be settled fairly?
Dear **: Liberty Mutual Insurance Company is continuing with the investigation into the reported tree damage sustained at our residence, which is insured under policy number ** with effective dates of 10/15/2007 through 10/15/2008. This letter was prepared to inform you why the claim has not yet settled. Although you state that our Public adjuster never returns your calls, and your doing everything possible to settle this claim.
The way I see it is that Liberty Mutual stood by Atlantic Engineering Structural Report I received dated 6/27/08, which left out a lot of damage not in the report and I had to at this time hire Metro PA services and retain my own engineering firm and furnish my own report dated 10/17/08 showing all the damage to the residence including pictures and architectural drawings.
We are now into our 8th month on this claim of which 4 months were wasted on a engineering report that was not a fair and true, evaluation of the damages even with Atlantic coming to look at the residence twice. I am asking for at this time is for Liberty Mutual to get this claim settled and own up to their RESPONSIBILITY through the policy and settle in good faith. More to come I will keep all posted until we reach a fair outcome. **.
BOSTON, MASSACHUSETTS -- I worked for them for 10 years of torture. They cut the staff to nothing and piled on the work. They made us log every minute, although they were our only client and did not get bills. They had the work done by a team of inexperienced paralegals and did not serve the interests of their policy holders. Their greed is enormous. Finally, they moved the office 60 miles a day round trip. The commute almost killed me. They didn't need the money. Then they fired me for telling the truth to the client instead of trying to hide their incompetence.
BOSTON, MASSACHUSETTS -- I suffered a serious fall on double stacked carpeting on May 4, 2013 in Carson's Department Store in Livonia, Michigan. It took many calls to the store's manager and Liberty Mutual Insurance Company over the next month before one girl did a recorded interview. As a result of the fall I could not stand, bend my knees, or work because of the constant pain.
I was asked if I had anything to drink before shopping! No, I do not drink! My low heeled shoe caught the edge of their double stacked carpet that almost threw my head into a weighted dress rack. If that had occurred, I would be a vegetable today. Instead, my shoulder, hands, and both knees hit the carpet so hard, I had rug burns and bruising all over.
After waiting another month to hear from Liberty Mutual, I was informed that Liberty Mutual would not pay for my X-Rays or any other medical bills because the carpet was not high enough! Tell that to my bruised and battered 67 year old body! I'm on a fixed income and the fall was not my fault. Liberty Mutual has even been sued by the Attorney General!!!
WALFORD, CONNECTICUT -- Went on disability leave on 5/2/2013. Liberty said they faxed my Drs. for info, lie! After obtaining medical records on my own, at considerable expense, my Dr. told them in my claim report that I was unable to perform any work duties indefinitely. After waiting 6 weeks for Liberty to respond, they stated my Dr. did not show evidence of inability to work!?! I think the fact that he said I was unable to function in any work capacity, any reasonable person would think that statement covered it all. Liberty denied my claim. I have most likely lost my job, bills are overdue, and I pay for this insurance, weekly out of my check!
Liberty is fraudulent and I advise everyone to avoid Liberty completely for your own good. They are thieves, liars, and show no compassion in all aspects. I am filling suit and believe I will prevail. PLEASE DO NOT PUT YOURSELF IN THIS SPOT. AVOID LIBERTY MUTUAL!!!!
BOSTON, MASSACHUSETTS -- I have sung praises of this company. I felt there was great integrity there. However, I've only had one speeding ticket ever since 1984. While doing business at the county courthouse I backed into a car the size of the out of date Yugo as a fender bender breaking the unoccupied vehicle's right headlight. Little did I know as I prepared to leave my info. for the owner there was a deputy who saw the whole thing & I didn't know it. He said because of your honesty, I'm not going to ticket you, but call your insurance I'll stay here until it's complete and I did, was told by insurance representative I would have accident forgiveness.
When policy renewed it skyrocketed by 1,000.00 more yearly. Never missed a payment which is automatic deducted from my account. Found out you have to be with them 3 yrs for forgiveness and this will remain in effect until I'm 61. Very upset. Never even told me in the renewal papers had to call 1-800# to find out reason for big increase. Was told that it should have been explained to me in more detail, plus I am on permanently disability. Looking for new Insurance. Very hurt & feel cheated, really trusted Liberty Mutual, had greatest respect & even referred family & friends. So long Liberty Mutual.
TAMPA, FLORIDA -- May 1, 2011: Receive a letter today from Liberty Mutual Florida stating that we are being DROPPED - our home owners insurance policy has been cancelled - as of our forthcoming renewal date of Nov 2011. I've been with Liberty Mutual of Florida for 15 years; from my first town home, then converted to an apartment/fire policy, then converted to a homeowners policy... now that I have a wife and 2 young children to protect in this regard.
In all of the 15 years, I have not once submitted a claim. I have, however, dealt with their oftentimes very significant increases in policy premiums; especially over the last 5 years. What an absolute shame and disgrace, Liberty Mutual. The letter offers their "apology for any inconvenience". Inconvenience? What an understatement. You ** us, Liberty Mutual, plain and simple.