Liberty Mutual Customer Service Issues

A couple of years ago, there were high winds in my area. Wanting to be cautious, I contacted LM to check for any potential damage. An adjuster visited my house and found no damage. To my surprise, Liberty Mutual listed this as a claim on my letter of experience, which negatively impacts me. I feel this is unfair as there is no warning in your Auto & Home Claims Guide that even if no damage or payments are made, clients will still be penalized. When I spoke to a Liberty Mutual representative, they refused to change it to an inquiry. Customers should be aware that being proactive can lead to penalties. I wish for my letter of experience to reflect an inquiry rather than a claim. If this issue is not resolved, I will share my experience with others on social media and in person.

After my vehicle was in an accident in September [redacted], Liberty Mutual suggested Western Mass Collision for repairs. They fixed the dents and replaced the passenger side headlight and components. However, less than five months later, the headlight started randomly blinking. After contacting WMC a month ago, Andre advised replacing the headlight and turn signal bulbs. I'm unsure about this diagnosis since my car uses a xenon headlight, which is expensive. It could be a wiring issue or a defective headlight. I don't think I should have to bear the cost of repairs so soon after the accident, especially without any warranty on the parts. I regret not going directly to Mercedes for the repairs. I believe my claim might still be open, but I really want my car to be fixed properly.

I had an incident at Home Depot in Glendora, CA on July 7, [redacted] at 3:15 pm due to a wooden sign blowing over in the parking lot. Despite reporting it to Assistant Manager Zac Martinez and filling out an incident report, I have not received any contact from their insurance company after a week. When I called back, I learned Zac was on vacation and the report had not been processed. The manager, Ms. Lucy Bettencourt, refused to provide me with the insurance carrier's phone number, which led me to chase it down myself. The runaround I received from both Home Depot and the insurance company is frustrating. Tomorrow, I will take my car for repairs and present the bill to Home Depot for immediate payment. If they fail to comply, I am prepared to file a claim in Superior Court. Please contact me at [redacted] to resolve this matter promptly.

Dear company, I am Dr. Stephen Mitchell, a retired individual who has noticed your commercials. During the pandemic, I've had more time to watch TV where I've seen the Limu Emu and Doug commercials. These ads are widely disliked among my colleagues and friends due to their lack of humor and poor writing. The elevator and motorcycle commercials, in particular, are seen as ineffective and unentertaining. If you aim to compete with companies like Progressive or Geico, you need to reconsider your approach to creating commercials. It's crucial to understand that these ads can shape the public's perception of your business. I hope this feedback helps you reconsider your marketing strategies. Sincerely, Dr. Stephen Mitchell

Dear Liberty Mutual, I have misplaced the packet that includes my Declaration Page. This morning, I contacted customer service to request an email copy of the Declaration Page. Instead of emailing it, the representative sent it via text to my cell phone, which is currently not working properly. My home computer is functional, and I urgently need a copy of the Declaration Page. Thank you, Geraldine Jerre Loftus [redacted] Margaret Street Rockwall, Texas [redacted]

Subject: Concerns with Liberty Mutual Auto and Homeowner Policies Hello Liberty Mutual team, I am reaching out regarding the recent changes made to my auto and homeowner policies. I have encountered difficulties with the PIP choices being altered to option 4 without asking for drivers to be excluded. Despite sending the necessary information multiple times, my policies have not been updated accordingly. I have been facing challenges for about a month now in getting this resolved, causing unnecessary stress and inconvenience. It is crucial that my policies accurately reflect the original amounts and coverages that were selected, as well as the information provided from my insurance company pertaining to auto accidents. The lack of response and action from your end is both frustrating and irritating. Moreover, I did not authorize the addition of my husband to my policy as he already has his own coverage. I am considering terminating all my policies with Liberty Mutual if these issues are not promptly addressed and resolved. My policy numbers are AOV [redacted]0 for my policy and AOV [redacted]5 for his. Thank you for your attention to this matter. Best regards, L.S.

I am experiencing difficulty paying my hazard insurance online as my previous mortgage company did not provide the necessary information to my current mortgage company. I only received the letter from you last week. I am currently traveling overseas and have had no success in making the payment online. I truly want to settle my bill promptly to be reinstated. I missed a call which did not connect to my phone line. I am at a medical conference and unable to remain available for a long phone call. I will return home on Monday. Could you please enable an online payment method so I can promptly settle my bill? Thank you.

Commercials are meant to showcase a company's view of its customers. Your commercials, however, reflect the disdain you hold for both current and potential customers. I recently considered switching to a new insurance provider but refused to engage with your agents due to this attitude. A company that disregards its customers in such a manner will likely take advantage of them whenever possible. I hope for nothing but failure and financial downfall for your company. Regards, S. M.

My name is Gabrielle L., and I am experiencing multiple issues with your services. I have been unable to reach a human representative at your company, which is frustrating. More importantly, an unauthorized payment was deducted from my account after I had already made a payment on 12/26/20. This additional charge has caused overdraft fees, and I urgently require a refund. Despite attempting to resolve this through online chat and providing evidence of the unauthorized transaction, I have not received the necessary assistance. I demand the immediate return of the funds. I also want to highlight that the next payment was not due until Jan 22, [redacted]. The lack of communication regarding the second payment being taken is concerning. After this issue is resolved today, I intend to cancel all my policies with your company. Please contact me by phone at [redacted] or email me promptly.

I recently signed up for a new homeowner's insurance and comprehensive coverage for multiple cars. I noticed that there are 4 drivers listed instead of just myself, which might have caused the higher premium. Could you please check and potentially adjust the rate accordingly? Also, I can't find details about my homeowner's policy. Can you provide information about that and the associated cost? It seems to be approaching what I used to pay at Farmer's for just two cars. Thank you, Laurie Bethell.

I am having issues with my Liberty Mutual claim, number [redacted]6. Dealing with [redacted] has been frustrating. She claimed she never received my emails even though I sent them on Wednesday, March 24th. She also failed to acknowledge that there was no police report, which I had clearly mentioned to her. It seems she is not consistent in her job and has made poor decisions based on incomplete information. The other driver was at fault for not stopping properly at their stop sign, causing the accident. I believe an arbitration is necessary to rectify this situation.

I have been unable to contact my claims representative for months regarding my roof damage claim. After completing the necessary repairs, I am awaiting the remaining payment based on the claim's terms. The claim number is [redacted]33. Whenever I call, I am informed that the claim is closed. I need assistance to reopen the claim to receive the outstanding payment. Thank you, Jeff.

I was given an 8-digit claim number for a new claim, the number is [redacted]1, but it did not work when I tried to use it online. I attempted adding a zero to the front of the number, but that was unsuccessful as well. My name is George J. Galvin III, born on January 6, [redacted]. I am filing a claim against Clint Booth who is insured through Ohio Security Insurance Company under policy number BAS [redacted]0. I require a rental car until the claim is settled. I faced issues and was disconnected twice while trying to arrange this over the phone, which has left me feeling very frustrated.

Regarding: Television Advertisement: Approximately [redacted] million individuals in the United States have arachnophobia. However, your recent commercial depicts an actor handling a large spider, which results in swollen eyes and face due to a spider bite, all to promote the "Spiderman" movie. I am reluctant to consider Liberty Mutual for my insurance needs as I find this particular commercial distressing and unsettling. Please consider the sensitivity of the over [redacted] million affected by arachnophobia who may not have been diagnosed. Removing this commercial and providing an explanation would greatly enhance Liberty Mutual's reputation. Thank you. Valarie B. North Carolina

I want to address a concern about your TV commercial. It is important to keep in mind that [redacted] million people suffer from Arachnophobia, the fear of spiders. Your ad features spiders, which can be distressing for those with this fear. I find it difficult to watch and have to look away until it finishes. Despite needing car insurance for my new car, I am hesitant to consider your rates due to this commercial. I believe others may feel the same and be inclined to switch to a different provider. Kindly consider removing the commercial out of compassion for your audience. Your understanding can make a significant impact. Thank you for your attention to this matter. Valarie B. from North Carolina.

Two weeks ago, while driving a car registered under my niece, Quineshia H., with Liberty Mutual insurance, I encountered trouble with the police due to a suspended tag and no insurance record despite having a valid insurance card. Subsequently, I was arrested, and my car was towed, leading to costs for bond and impound release. The tag office later revealed that Liberty Mutual had entered an incorrect vin number, causing the confusion. My niece is reluctant to undergo the process of obtaining a letter from Liberty to clear the charges. However, I suffered financial loss through missed work hours and the expenses incurred. I am seeking advice on how to recover the funds spent on bonding out of jail and retrieving the impounded vehicle.

I recently spoke with a LM representative who was surprisingly abrupt. As lienholders on a vehicle, it's essential for us to know if a customer is covered because any loss would fall solely on us in the event of an accident. However, the representative suggested it would be best for us to contact the customer directly for information on coverage, which seemed impractical. Despite our attempts to communicate through the lienholder portal, we didn't receive a response. The rep mentioned an issue confirming our identity, which was unclear to us. This experience stands out negatively compared to our interactions with other insurance companies that provide accessible information for lienholders. I hope that calls are recorded, as this gentleman's demeanor was far from pleasant, and he should improve his customer service skills. It's crucial for us to have clarity on our customer's coverage, especially when significant amounts of money are involved.

I am experiencing issues with my insurance provider, and it has caused significant problems. I am unable to access my policy online or in person. As a result of Liberty Mutual not contacting Oregon on my behalf to maintain my SR-22, I have faced criminal charges. Even though I never missed a payment or removed the SR-22 requirement myself, it was taken off my account twice without authorization. Consequently, I have been charged with driving without insurance and driving while suspended due to the lack of SR-22 coverage. I am seeking assistance in rectifying this situation, as it appears to have been a deliberate error that I am now having to deal with.

I had to make a claim for home repairs due to water damage that left me out of my house for four months. The living room and kitchen floors were replaced, along with the cabinets and counters in the kitchen. Safeco/Liberty's recommended contractor seemed like a safe choice initially. However, issues arose during the installation of the kitchen counters. Despite my request to see the entire slab beforehand, the contractor proceeded without showing it to me. The end result was disappointing. Despite notifying the contractor and my Claim Adjuster, Darnell Martin, there was a lack of acknowledgment and communication. Eventually, after persistence, the contractor approved the replacement of the counters. However, Safeco allegedly refuses to cover the $3,[redacted] cost for the new counters, citing my alleged choice and dissatisfaction. This miscommunication is frustrating, as I did not agree to the installation without seeing the slab first. It's important to clarify the situation and ensure accountability. - Rae Flynn, Safeco Claim #[redacted]33-01.

Regarding Assurant Insurance for manufactured homes, I recently obtained Liberty Mutual auto insurance and decided to bundle my homeowners' insurance. While discussing the replacement cost influencing the dwelling insurance amount, I thought everything was settled. However, I faced unexpected requests to take pictures of my water heater, leading to stress. Even though the plumber provided images, I was asked for the serial number, which I didn't have. Additionally, clear pictures of the plumbing under my sinks were needed, which was challenging for me as an 80-year-old. I feel overwhelmed by the demands and find it unreasonable compared to the accommodating service I received for my auto insurance. The sudden requirements from Assurant are causing distress, especially since my previous insurer did not have similar demands. I feel unsupported in this process as I navigate it alone.