Liberty Mutual Insurance
Reviews and Complaints

I'm very disappointed because this accident took place on 11/08/20, I don't even have a rental car and I'm lossing my patience, I don't no what else to do it's been a whole month when it all happened, I don't even know if someone has looked at my car damages I'm clueless what is the issue, case # [protected] my car is in this lot EXPRO AUTO COLLISION 940 HWY 6 SOUTH TX 77079, this is my cellphone [protected] email [protected]@gmail.com

My name is Jeromia Jones. I was a Liberty Mutual policy holder until last month. In August 1st 2020, I was involved in a 3 car accident. I was the front car. An escalade hit a lexus and the Lexus hit me. I did not have full coverage insurance so I had to wait until they determined liability amongst the other 2 drivers. Liability was just determined 9/16/2020. I have not driven my car since the accident. From August 1st until 9/16/2020, I was without transportation. On 9/16/2020, the insurance adjuster Charles Bond explained to me that the 3rd car driver was found liable and that they would have an estimator come out to my home to get an estimate the next day. On 9/17, prior to me speaking with the appraiser, I received an email from Monica Devincent that she was my new claims adjuster and that she sent over the estimate from the appraiser and instructions as to what to fill out and mail to Copart in Loganville. She then stated that I would only have 4 days rental. My complaint is, how is it legally right for your company to set a specific amount of time for me to have a rental and they have not even given me a check for the total out of my car. i have been the only one highly inconvenienced throughout all of this and it was not my fault. The car that was liable has Liberty Mutual insurance as well. How is this even legally right for a company to put stipulations on how long I have a rental car for when they have not paid me for the car they deemed a total loss. I need some answers to this. I am very upset and Angry at how Liberty Mutual has handled me throughout this entire process. I can be reached @ [protected] or by email at [protected]@gmail.com. I am anxiously awaiting a phone call.

Thanks,
Jeromia Jones
[protected]@gmail.com
[protected]

Attention Liberty Mutual Insurance Company,
My name is Michael Wilkinson and I am a policy holder with your company. Yesterday I was in an accident around seven thirty (7:30pm). I called the insurance company and submitted the information that was desired. I even called the police department but they never arrived. However, I needed roadside assistance. I called the number on my policy and was transferred to the Roadside Assistance Command Center. I spoke with a representative and she asked the questions that were expected and emphasized if I was in a safe area. She then proceeded to assign Stirling Towing & Transport LLC. I was informed it would be about ninety minutes (90 min.) upon arrival and they would contact me when they are twenty minutes (20 min.) away. At this time it was seven forty (7:40 pm). I waited two and a half hours (2 ½ hours) and no one called or showed up. I called the Command Center again and spoke with a woman whose name was Linda in whom she was a supervisor trying to get a handle on my situation.
Just for the record I spoke with about six (6) in customer services affiliated with the Command Center. I was then informed at ten fifteen (10:15 pm) Stirling Towing & Transport LLC would be there in about twenty minutes (20 minutes). But to no avail they did not show or call. I continuously called the Command Center to find out what was going on! The representative then proceeded to call Stirling Towing & Transport LLC in which they kept getting an answering machine. At this time it was ten fifty five (10:55 pm). So being irritated I got on the internet to see if I could purchase AAA since I could not get a tow through my company! Going through the ordering of AAA I received another call from the Command Center at eleven ten (11:10 pm). I was then asked if I wanted another towing service. I said sure but, I am looking to purchase roadside service with AAA because at this time I was fed up! This conversation went on for about twenty minutes (20 minutes) then I was given to another towing service. This was at eleven forty five (11:45 pm). The new towing companies name was, Towing Philadelphia Pros in which they were to arrive in ninety minutes (90 minutes). In the meantime I called AAA and they arrived in twenty five minutes (25 minutes).
This sequence of events should not have come to this point especially being a policy holder with your company! You're neither giving me any benefits for time lost at my place of employment nor having to replenish the AAA coverage. This shows even more that your company is only present for financial gain and not consumer satisfaction. I am very unsatisfied with your product and I will be looking elsewhere for a more responsible carrier! I would rather pay a little more for a better service! This has proven to be insufficient, irresponsible, dishonest, undependable, unprofessional, and extremely distasteful! I will make sure that I share with others this information so they can make a wiser decision on a policy.

Policy Holder,
MLW

My wife hit a deer with her car we filed a report with the Highway Patrol and contacted the Clims number on our insurance card. We ended up getting an adjuster by the name of Keith Swartz and told get an estimate from a repair shop which we did and the repair shop sent him the information that he requested. I went to three different repair shops and the lowest estimate was around 1800.00 Mr Swartz adjusted this down to 1234.91 after our $50.00 deductable I asked him why so low he informed me that this was a starting point and the shop would have to come up with other photos of more damage in order to justify more money. Well after the fender was removed more damage was uncovered new revised estimate was $2372.00 well I received $1234.91 direct deposit I picked up our car and paid the shop 2372.00 dollars. leaving me 1137.00 in the hole after going around and around they decided to give me 905.00 of the 1137.00 or 237 dollars in the hole. Then they send the 905.00 to the shop that I already paid instead of to me now I need to recover that from the repair shop this has bee an experience I never want to go through again.

Due to the weather a huge tree had fallen unto our home and these people are so unprofessional and disrespectful they not even as much tries to communicate with us as consumers, especially since we are with them since 2011 they got all the photos of damaged. Luckily the light company removed the tree because it was intertwined with the wires, if not the tree would be still there.

PS: and this is what they come up with, wish we declined. Not taking $357.

As discussed with Paul, the estimate included expenses to repair the siding and awning in the rear exterior. The total cost of repairs is $2, 750.93. After depreciation in the total amount of $1, 643.00 ($1, 048.05 recoverable and $594.95) applies to the loss. After the deductible of $750.00, the current net payment is $357.93. The recoverable depreciation of $594.95 applies to the siding and this amount will be released back to you once the repairs are completed.

Coverage is only provided for direct physical damages from a covered loss. No coverage is provided for the tree removal as the tree is off the property. When we initial spoke, I did mention that the tree removal limit is $500.00. However, the tree is no longer on the property and Liberty Mutual cannot provide tree removal coverage if the tree is no longer on the property.

I filed a claim for roof hail damage. Contractor and adjuster agree I have hail and wind damage, no contest with the fact I sustained damage. Adjuster denies claim saying the hail report he has showed hail longer than 365 days ago.
I dont have 365 day language in my policy, they deny it anyway.
I find a hail report that shows hail at my house within the 365 day period and they still refuse to honor my claim for damage.
I've been a customer for 28 years, I've filed 2 claims and I've been screwed both times. Worst insurance company ever!

This complaint is being sent to both Liberty Mutual and the Wisconsin Officer of the Commissioner of insurance
Policy AOS-[protected]
I have three complaints, the first is possible false advertising or at minimum misleading advertising regarding their claim forgiveness policy. My second complaint is due to rate increases on my home and auto due to a claim in each category in 2019. Finally, the number of people I talked to (7) ending up with no action what-so-ever and spending 90 minutes of time on the phone.
I will start with the second complaint as it leads to the first.
Both our automotive and home rates went up. My wife went to the Liberty Mutual website as directed by the bill to check rates. She asked for a new quote and listed us as existing Liberty Mutual insured for Auto. She listed the 2019 claim and was provided a $992.04 amount after their system searched the motor vehicle report. I called Liberty to inquire how this could be and got all kinds of answers:
• First they stated they could not find the quote. The quote number was [protected]. After I provided it they said they could find it but the quote did not include a Motor Vehicle report - yet it stated it had done that.
• Then they stated it was a new customer on-line discount of $500. That seems a wee bit unfair if true.
• Finally after all the run around - again 7 people whose names I kept should you need them - I was finally told that the rate could be reduced if I diminished coverage.
We have been with Liberty Mutual since 2010 and had not filed claims until this year. Even when I was rear ended at a stop sign in 2018 no claim was filed as the person who rear ended me accepted total responsibility and covered all costs. The accident in 2018 was brought up as a partial reason for the rate increase, as was a damaged driver side mirror in 2019. That latter incident was predominantly paid for by the deductible.
• I asked about the "Claim Forgiveness" on auto and was told by Patricia it was only valid up to a $250.00 claim. I responded: "how can that be right when that is less than my $500 deductible?"
She responded that it merely means my rates won't go up because of the claim.

I am still not sure that is correct, but I could find nothing on the Liberty Mutual website to state what the policy covered - what the limit is. But I was told neither my auto nor home was eligible. Even after paying annually up front for 10 years.
Similarly I asked why my home insurance went up. The house claim was melted siding done by my son-in-law using our grill too close to the house. I I should also add to this the house claim took months to resolve and would have never been had I not persisted. I sent a complaint in on that as well with evidence of neglect on Liberty Mutual' s end and never got a response. It did get a quick resolution but was never addressed.
So in summary my complaints are:
1. The Claim Forgiveness policy seems worthless and a ruse.
2. It seems unfair to raise my rates after 10 years by more than what my car claim cost them actually.
3. The increase on Home seems fair as my house value increases but then when I asked for a review she stated no as the roof was over 10 years old. How can the rate increase in value with the house but I can't get a requote due to a 10 year old roof?
4. Last - poor service and the 7 person runaround.

DOI 10/23/19, Claim #[protected]-017750 Dersingham Drive Sacramento, CA 95829
I filed a claim on 10/23/19 for water damage. Adjuster came out and did an estimate before water litigation came out to dry the damage. Water litigation invoice is over $3k and adjuster's estimate to restore the damage is only $1250. This makes no sense whatsoever when the adjuster only made estimate based on the first day of incident. No one has come out to look at the aftermath of what the water litigation had to do to my house so that the water would dry. Now I'm left with an open ceiling in my bedroom and have been living and sleeping in my living room for over a month. This is the worst insurance company I've ever had to deal with. This can't be how Liberty Mutual treat their customers. Liberty Mutual have not approved the work my contractor needs to do to restore my home. It's getting frustrating as now it is raining and my house is constantly cold. No matter if the heater is on, it can't warm my house up because of all the air coming in from the open ceiling. Something needs to be done ASAP or I will file a formal complaint with BBB, Yelp, etc.

Insurance agent told me that my commercial auto listed on my insurance would be fully covered. I had 1 million in General Liability, 1 million Umbrella and 1 million commercial auto. Turns out after wrecking the commercial auto by striking a deer that I had 1 million in liability auto insurance. Pay almost 400 per month for business insurance and now they refuse to cover a 20 yr old vehicle. I was flat lied to by the agent that sold me the policies and no one will do anything about it. I am out a tow bill of 150.00 and 250 per week on a rental. This has cost me lost work time and contracts not to mention money. All because Liberty Mutual wants to take money from small business owners, yet they dont want to pay up when you need the insurance.

I signed up for auto and renter's insurance that were applied a discount for bundling.

However, the starting date was two weeks later than I requested. When I called back to make the change, I was charged $120 more than the original quote.

Consequently, I cancelled before the policy went into effect. And hopefully, I will be getting my refund.

I think this is outrageous and a perfect example of price gouging. All the bogus excuses given to me were disgraceful.

If you want to stay in business, you need to be more considerate of your customers.

Date of accident 7/27/2019

Your Safeco insured backed into my truck from a parked spot in front of a Quiktrip. The view was not obstructed on both sides of the vehicle, yet she backed into my truck and pushed the bumper into the tire and bent the frame. She was able to drive away, while my truck required a tow.

I filed a police report the following day (Sunday) and called Safeco claims first thing Monday morning in an effort to arrange a rental. The claims representative stated that she had already left a message for the insured and then took my recorded statement. She was unable to get in touch with the insured on Monday and I had to take a vacation day from work. I called again first thing on Tuesday and again the response was that another message was left and that no return call from the insured had been received. Again, I took a vacation day and again on Wednesday as Safeco was unable to get in touch with their insured. By Thursday, I found a ride to work and called Safeco again, only to be told that the insured informed Safeco that she would be out of town for the next week and she would give her statement when she returned. Since her statement is required in order to determine liability, the claim was at a standstill for another week. The claim rep suggested I go ahead and rent a vehicle and should Safeco accept liability I would be reimbursed. I chose not to and a coworker offered to bring and drop me off for the next week.
My truck was also being used by my son who is a full time student at the University of Kansas in Lawrence, Kansas to earn money for school. He was forced to cancel jobs he had already scheduled and was unable to work without the truck.
While Safeco has ultimately agreed to pay for the additional financial loss due to the accident, the claims specialist and her manager will not agreed to reimburse me for the 3 days vacation leave taken.
*1st is was because it is not a financial loss since I was paid, and I continually refuted this assertion and pointed out that the vacation leave had an accrued value that I no longer have. In addition, IRS considered vacation used as taxable income further proof.
*2nd Then the denial was stated that I had an "duty"to mitigate cost and Safeco has 30 days to investigate claims in the state of Missouri. I did everything requested by Safeco in a timely manner; the duty and responsibility to mitigate costs rests with the insured and this was clearly not a priority given the 2 weeks it took her to give a 3 minute statement. The issue could have been resolved long before she left town and I am insulted that I am being told about my duty when there appears to be no accountability for the insureds duty. I was forced to reschedule doctor appointments and make other arrangements for errands. And given the manner in which this claim has been handled, I probably would have been out rental fees if I had proceeded on my own.

Then it was you could have an Uber, to which I responded that Uber is a generational option and I am not in that generation. Then it was stated that Safeco is not responsible for any expenses not related to the accident. I can't understand how not having my vehicle due to your insured for an accident that Safeco accepted 100% liability is not Safeco's responsibility. The claims specialist did agree to base the rental on a truck instead of the car that was provided, however that is now being used as a new reason not to reimburse me for the vacation. I told them to reduce the rental by the 3 vacation days, to no avail as then we were back to the old reasons that do not have merit.

While Safeco claims has agreed to pay the lost wages related to my sons landscaping jobs, the reason for the denial regarding the vacation leave has changed over the course of the back and forth emails. Yet, the claims specialist and her manager are resolute in the determination to not reimburse me for my lost vacation and the extreme inconvenience and distress this entire event has caused me. They have processed a settlement check without reimbursing me for the lost vacation pay and inconvenience that I will be returning.

This entire process could have been avoided if the Safeco insured had simply picked up the phone and given her statement on the next business day after the accident.

While I make a good salary, I am a single mom with 2 sons in college and I am very careful with money. I am driving a 15 year old truck and have lived in the same house for 26 years and I don't believe my salary should be a factor by your representatives to state what I should be able to expend money wise.

I have attached the most recent email string to aid in your review. I will also be following up with the Missouri Attorney Generals' Office and Insurance Commission and any other regulatory agency, including social medial that could even possibly help me with this issue.

I look forward to your response.

Respectfully submitted
Leslie Ingram-Wright

To who this concerns, Including Liberty mutual,

All of you should understand this accident has effected me tremendously. My car was rear ended and considered TOTALED! NO FAULT of mine, aside from multiple PHONE TAGS with Mrs. Edgar, and a formal complaint to Safeco, I had to pay off this car due to no gap insurance in which was originally on my contract that mysteriously disappeared... we have spent over 9 months trying to fix all of this, and my credit has been severely effected.

As we continue to attempt to pull the pieces together from this horrible accident that was no FAULT OF OURS... we get notice from safeco that they are dropping us because we did not provide information on the driver in this accident? This is so crazy because His information is all over this report and claim because he was the driver.

I now see that this claim has been closed? How could this claim be closed? This is odd since Mrs Edgar assured me we would be reimbursed for the new tires/break that were just placed on the car, and asked me to be patient, (9 months patient! ) she also alerted me that the medical official would be contacting the driver. Not one of you have made an attempt to reach out to the injured driver or reimburse me for the new tires/ breaks that were placed on the car?

I truly have never had such a horrible experience with an insurance company. Not only did this young man miss work, pay his own medical bills for multiple appointments he is extremely fearful to drive in traffic. He happens to work in San Francisco, this is a constant reminder as he goes to work everyday.

I feel that I should of sought legal advice a long time ago, I should have never trusted that you all would do what was right.

Sincerely
victim, Credit Ruined, debt filled
Former customer of "SafeCO" / Liberty insurance!

Sliver lining- thank you for dropping us! WE have WAY WAY better coverage with over $200 per month saving with farmers... I guess you did not want my $700 a month for crappy coverage.

Carrie

Our about 100-ft cedar wood fence extension (above block wall) was severely damaged during a storm. Each section of 12, 8-foot long sections interconnects to each other like links in a chain thru common posts. Several of these posts were broken at their bases. One section fell off; several others are very loose. Dry Southwest climate. The entire fence must be replaced. LMI claims total replacement cost is $265. 84. With our $500 deductible, Liberty Mutual (SafeCo) refuses to pay. $265 will not even pay for just the cedar of ONE section (must be special-ordered, trucked in). I found LMI claims adjusters, Katherine Weinberger and Kristina Aguirre, are terrible to deal with: Both were condescending, evasive, deceptive, manipulative. They refused to consider all losses, insulted me with corporate BS spiel mantras, and refused to provide me their chain of command and LMI's Registered Agent info. Also, they claimed that LMI did not deny my claim, implying that if LMI assesses losses at $1, it could claim non-denial. Simple fact is: LMI clearly loves to DENY PAYING CLAIMS. Katherine Weinberger and Kristina Aguirre even refused to justify how LMI derived its $265 figure. They both clearly have absolute no credibility regarding anything.

The sole purpose of insurance is to protect you from catastrophic financial losses should the covered item be damaged, destroyed, stolen - what your premiums pay for. If a claim arises, you rightfully expect it to be reliably, fairly, totally and quickly paid, less deductible. Insurance companies which delay, nitpick, resort to technicalities, ultra low-ball, refuse to fully consider losses, refuse to itemize settlement figures are crooks. Period. Our experience LMI. Check out LMI yourself.

Your hard-earned premiums are not intended to pay for multi-million dollar compensation packages + golden parachutes for about 10 of its execs, fleet of 5 long-distance luxury corporate jets, state-of-the-art hangar, lavish resort stays, etc. LMI. You expect your claims to be evaluated and paid fairly, quickly, fully based on your coverage, losses - not based upon some arbitrary low-ball formula contrived by MBAs. Again, LMI. Nor expect their claims adjusters to be financially rewarded for denying or low-balling you. Again, LMI. Nor tolerate bad employee treatment: LMI clearly has history of not paying overtime, for paying much smaller salaries and bonuses to its female employees, and with a firmly intact glass ceiling. Out of LMI's 54 Operational Managers, only 2 have identifiable female names! Clearly, LMI abuses its female employees by making them futureless stupid fools providing its big boys with lavish lifestyles paid for by policyholder premiums.

Out of about 100 insurance companies, LMI ranks about #8 from the bottom - many LMI bad faith and breach of contract complaints. "Soaring greed at Liberty Mutual" (Brian McGrory, Boston Globe). "Liberty Mutual tries to squirm out of every claim" (Bill Shaw, 2016). LMI uses the "pure premium" criteria (basically, the % of total premiums used to pay total claims) to measure LMI's profitability, to evaluate its claims adjusters and for their bonuses. The less paid out in claims, the lower the pure premium, the better the evaluation and the bigger the bonus. You get the picture.

Worse thing that any American corp. can do is to betray, demean and disrespect our Country. A big deal to me; I honorably volunteered and served our Country during time of war. LMI runs disgusting and despicable TV ads which show The Statue of Liberty - sacred American symbol - at left. At right is usually a person acting or looking bizarre and crazy - clearly implies that The Statue of Liberty (ie: America) makes people act and appear bizarre and/or crazy. In many of LMI ads (eg: emu ads), a yellowish color is prominent, which appears to closely match the color of the Chinese flag stars and some Chinese cultural symbols (eg: Chinese Lantern). DOD says China is enemy of the USA. LMI appears to be only "American" insurance company allowed to operate in Western China; meaning that China controls some, if not all, of LMI. If LMI substituted its Statue of Liberty image with the image of Chin Shih Huang, for sure, LMI would have zero China market share - if not sued to the hilt.

Also, there are clearly disturbing complex dealings involving China (ie: Fosun International Ltd), LMI and its Ironshore subsidiary, Wright & Co. (previous subsidiary of Ironshore; bought, later sold by Fosun), Starr Companies, Lloyd's China platform, and CoverWallet. Wright USA writes most of the liability insurance policies for Federal workers, including the CIA. The personal, private, financial data of 1, 000s of CIA employees and their families are at grave risk of compromise.

Liberty Mutual owns many insurance companies eg: SafeCo, Ironshore, American Fire & Casualty, Ohio Casualty, Peerless Insurance, etc). Always inform everyone you care about.