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 adjustor who was coming to see the car on May 15, 2009 between 2:00 and 2:30 P.M. This was the second time an adjustor was coming to see the car and my wife and I thought that perhaps Liberty was finally going to resolve the concerns we had and we took time away from our schedule to meet him. We were there at 2:00 P.M. and he never
showed up. By 4:30 P.M. I left a message for Managment in Claims to find out where the adjustor
was (I never heard back from them). At the same time, the mechanic found the phone number to
the adjustor and left him a message that they we were all waiting. Having received the
mechanic’s message the adjustor 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
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 adjustor found and because the Claims Division has essentially sent the
message that the claim in done despite rescinding their promise to also replace the front
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 with in regards to this accident.