Liberty Mutual Group

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

ATTN: Revdex.com RE: Complainant: [redacted] [redacted] Revdex.com Complaint Number: [redacted] Liberty Mutual Insured: [redacted] and [redacted] Liberty Mutual Claim Number: [redacted] Liberty Mutual Underwriting Company: Liberty County Mutual Insurance Company Liberty Mutual NAIC Number: [redacted] Date of Loss: 8/7/ Vehicle: [redacted] To whom it concerns: Attached is the response to the [redacted] complaintIf you have any questions regarding this response, please contact [redacted] at [redacted] , extension***Thank you [redacted] ***

Your LTD claim was denied July18, on the basis that we determined that you were not unable to perform your occupation per the terms and provisions of the [redacted] Stores, IncGroup Disability Income PolicyOur evaluation included a peer medical review with a physician Board Certified in Physical Medicine and Rehabilitation (PMR)In addition we conducted an activities check in April Our July 18, denial letter explains the basis for this determination In the July 18, denial letter, we fully advised you of your ERISA right to request a review of the denial determination and to submit any additional information in support of your claim We are responsible for making a determination if you meet the definition of disability as defined by the [redacted] Stores, IncGroup Disability Income Policy In doing so, we review all of the medical records to assist in understanding the restrictions and limitations that result from your diagnoses A statement by your doctor or a diagnosis alone that you are 'disabled' or 'unable to work' does not mean that we will determine that you are disabledLiberty Life conducted a review with a PMR specialistWe maintain that a peer physician is able to review the medical, clinical and diagnostic data on file and render an opinion on functionalityIn addition, information observed during the activities check was inconsistent with your reported activities of daily living To date, we have not received your request for reconsideration of the denial of your LTD benefitsLiberty Life will consider any information you submit for consideration of your claim Upon receipt of your appeal, we will conduct an independent, full and fair reviewThis information should be remitted to [redacted] as outlined in our letter dated July 18,

Please find our response to this matter enclosed [redacted] SrBusiness Analyst

VIA BeneI have been dealing with them for over a year on the same problem. They had someone from another VIA Benefits group give me wrong info which resulted in my Humana Supplement moving to another agent...same coverage, different agent (and they can't say which agent! ), .. The Via Benefits group section that works with employee accounts at Liberty Mutual did not recognize the "change" even though the coverage with Humana is the same. It has cost me over $325 and literally 50 plus hours on the phone.

VIA benefits does not follow through, return calls...you name it. See many examples below. They are horrible.They are a Willis Towers Watson organization.

RE: Claim # [redacted] Policy # [redacted] NAIC# [redacted] Underwriting Company -LM General Insurance Company This will confirm Liberty Mutual's receipt of a complaint regarding an allegedly unresolved claim being presented by claimant, Mr** Liberty Mutual was first made aware of Mr*'s claim when his wife contacted us on October 27, When Mr* contacted Liberty Mutual it was a year and a half after the date of loss and five months after the statute of limitations tolled to pursue a personal injury claim Mr* is not listed on the police report as having been involved in this loss and Liberty Mutual had no reason to believe he was a party to this claim In his Revdex.com complaint Mr [redacted] states that Liberty Mutual received a bill for [redacted] on June 17, There is no documentation in our file indicating that Mr [redacted] was injured in the loss, pursuing a claim or had received treatment The accident occurred on May 19, and contact was made with the claimant's wife, Mrs* on 5/20/ She indicated that she and two passengers (an adult male and an adult female) in her vehicle were injured in the accident and were seeking treatment Liberty Mutual received a lien from Total Care Medical Center on August 27, for Mrs*'s treatment Another lien was received from [redacted] Clinic on August 14, and, per the letter, a copy of the lien was also sent to Mrs** Liberty Mutual did not receive a lien from [redacted] for Mr [redacted] The claims for the two passengers were resolved on October 23, Liberty Mutual received Mrs*'s medical records on September 3, The claim for Mr*'s wife was resolved on February 7, When the claims resolved checks were sent to the medical providers and each of the claimants who pursued claims received payment made out directly to them At no point during settlement discussions for Mrs* or the two passengers was it mentioned that Mr* had sought treatment and was pursuing a claim To date Liberty Mutual has not received a lien or proof of medical treatment for Mr* from any treatment provider Louisiana has a one year statute of limitations to pursue a personal injury claim and that statute tolled on May 19, It is unfortunate that Mr*'s medical provider(s) did not advise him of the outstanding medical bills or contact Liberty Mutual before the statute tolled Therefore Liberty Mutual will not be issuing payment on Mr*'s outstanding medical bills or claim

For the reasons outlined in the attached letter, we believe that this complaint is unwarranted

Hello, Please find the enclosed response If you need additional information, please let me know [redacted] Liberty Mutual

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Regards, [redacted]

Although we understand that the consumer may not be satisfied with our response, there is no additional information in the rebuttal to be considered The company's position remains unchanged

RevDex.com: Sorry I was confused by the layout of your first response. As I stated, when I contacted your representative about insurance I was sure to ask about prorated months and your representative gave me bad information as he stated that there would not be any charge for cancelling insurance during winter months so that repairs could be made. He stated this would not be a problem and I would not be charged when policy was cancelled. Therefore I was misled and I will not agree to paying for something I am not using and/or making up for higher usage months when policy was cancelled and motorcycle was parked for repairs. I was clear of my intentions and your rep. was not.I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] . Please add your rejection comments below. Regards, [redacted] %3

Dear Sirs, In regards to the bodily injury portion of your claim, it was originallyhandled by [redacted] However, a biomechanical review was done of theaccident, we determined it to be a low speed vehicle impact claim and the***er was then transferred to [redacted] While it is our position thatthere was no mechanism of injury, an offer of $1,to settle your injuryclaim was extended to resolve this ***er On 11/5/you informed Mr[redacted] that you were declining the offer and it was withdrawn As there is no mechanism of injury, the injury portion of your claim isnow denied In regards to the damages to the damages to Ms [redacted] vehicle my records show that we issuedpayment in the amount of $on November 7, and left her a voicemailmessage and sent a settlement letter indicating the same along with a copy ofher estimate Attached is a copy for your review.Please let me know if you have any additional questionsSincerely, [redacted] Claims Team Manager Commercial Insurance ClaimsAuto Central Services WestLiberty Mutual Insurance [redacted] ***(O) ###-###-#### ext ***(SDN) [redacted] Email: [redacted] ? [redacted] Claims Team Manager Commercial Insurance ClaimsAuto Central Services WestLiberty Mutual Insurance [redacted] ***(O) ###-###-#### ext ***(SDN) [redacted] Email: [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments belowI have photos of the damage, as shown, myself, in addition to witnessesThe adjuster is not proficient in his job and is very insensitiveI refuse to file a claim for the damage other than what is the truthful explanationHundreds of cars had to pull over during this hail stormThese chips of paint to metal were all over my car when I examined itI don't understand how the adjuster can argue a witness that I was on the phone with in car when pulled over on highway, and many others I talked about the damage too and had them look at itI immediately cancelled my insurance with them because I was basically told I was lying, and was laughed at, and have a phone message stored where they told me it doesn't look like hail, but they could repair it under something elseMy premium was well over $1,per year, and this is my first ever claim with themDisappointingP.SMy cell phone got wet when I took these photos, and also had to be replacedI was not due for an upgrade, so my time off work to accommodate the adjuster (he was late), in addition to having a witness readily available to confirm the incidents, has cost me literally thousands with this companyAnd I have been told, since switching, that this is not uncommon for Liberty Mutual, to not pay claimsMy new insurance is the same coverage, at half the cost as I get a veteran's discount, and served as a Department of Defense news reporter for over yearsI am now editor of several publications in New YorkIf this is not compensated, I will refer, quickly to New York's Attorney GeneralI have photos, witnesses, and now a recorded message of their fraudulent behaviorsI never missed a payment Regards, [redacted] ***

Dear Mr***, This is in response to your October 27, correspondence to the Revdex.comI appreciate the opportunity to research and respond to your concernsI regret any miscommunication that occurred regarding our requirements for cancelling this policy once it has been initiated This policy initiated effective August 14, with an annual premium of $An email notification issued to you reminding you to register for an online account and your new business packet and Declarations page were viewable online August 21, confirming the inception of this policyIn addition, we mailed you Washington Insurance cards for your [redacted] at the same time confirming coverage from August 14, through August 14, A $down payment was processed on August 21, based on the account information you providedSince our records reflect you elected automatic Electronic Funds Transfer (EFT) payments as your preferred billing method, a second payment of $was processed on September 16, and credited to the policy balance September 18, However, we were unable to obtain your motor vehicle record with the driver’s license number we had on file for youSince we were unable to obtain required rating information, on August 26, we issued you a letter advising this policy would cancel effective September 25, This policy cancelled effective September 25, A refund of $issued to your bank account on October 2, reflecting the credit balance due after cancellation Both payments previously remitted were returned unpaid by your financial institution by October 15, A service charge of $for each returned payment was applied to the policy balance On October 22, a bill issued to you for $This balance was premium due for coverage provided through the September 25, cancellation date including $in return payment fees In your correspondence to the Revdex.com, you indicated your expectation that this policy would not be initiated since you did not sign the applicationHowever, we issued a policy contract to you and provided proof of insurance for your vehicleIn accordance with your policy provisions, as your insurer, we are unable to cancel this policy unless we provide you with the required notice However, as a policyholder, it is up to your discretion when to cancel this policyAfter receiving your correspondence, I therefore amended the cancellation date retroactive to the August 14, inception date and waived the $in return payment fees However, we already refunded $to your bank account on October 2, Since we issued a refund and the two payments remitted were later dishonored, the $balance is dueA bill will issue to you in the next few days for this amount Mr***, please feel free to contact me with any additional questions or concernsI will be happy to assist you Sincerely, [redacted] Customer Care Specialist Customer Care Unit Personal Insurance Distribution Operations Tele: [redacted] | Fax: [redacted]

Hello please find attached our reply
Thank you
*** ***

RE: Compliant #***Complainant: *** ** *** Claim #: ***Date of Loss: 10/7/14Underwriting Co: Liberty Mutual Fire Insurance Company(***) Dear Sir or Madam,This letter will acknowledge receipt of your November 10, inquiry received in our Boston, MA
office on the same dayPlease be advised that we insure *** ** *** under Policy # ***, which is a personal automobile policy.I have reviewed the photos, damage appraisal, and notes completed by our appraiser. I agree with his findings that the type of damage on the vehicle is not consistent with hail related damage. If there is another explanation for how these damages occurred, this may in fact be a covered loss or covered losses if the damage was sustained by separate occurrences and we would process the claim(s) accordingly.Respectfully,*** ***Supervising Auto Damage Appraiser*** ***

Our records indicate that you were advsied on October 28, that upon our receipt and review of the additional information you submitted for consideration of your claim, that your STD benefits were extended to your return to work date

November 25, Revdex.com RE: Compliant #*** Complainant: *** ** *** Claim #: *** Date of Loss: 10/7/Underwriting Co: Liberty Mutual Fire Insurance Company (***) Dear Sir or Madam, This letter will acknowledge receipt of your November 21, inquiry received in our ***, MA office on the same dayPlease be advised that we insure *** ** *** under Policy # *** , which is a personal automobile policyIn response to Ms***’s rebuttal, allow me to clarify that Liberty Mutual is not disputing the fact that she encountered a hail storm in her vehicleWe are saying that upon our inspection of her vehicle that there was no hail related damage presentThere was damage noted, however, as previously stated, the type of damages present are not consistent with hail related damage and must have occurred in some other wayPerhaps Ms*** was not aware of any pre-existing damage prior to the hail storm and only noticed it afterward, but we are confident that the damages noted on her vehicle are not hail related, and that there were no signs of hail impact at the time of our inspectionAlso as previously stated, if there is another explanation for how these damages occurred, this may in fact be a covered loss (or losses if the damage was sustained in separate occurrences), and we would process the claim(s) accordingly if that is the caseRespectfully, *** *** Supervising Auto Damage Appraiser *** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns
in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Dear Mr***,
This is in response to your October 28, correspondence to the Revdex.comI appreciate you taking the time to speak with me on November 4, regarding your tenant policyPlease accept my apology for the delay in processing your cancellation requestI
regret the inconvenience this matter has caused you
There is never an acceptable reason for poor customer serviceYour willingness to share your experience is helpful in identifying areas where we are not consistently meeting our service standards or our customers’ expectationsFeedback has been provided to the appropriate management to review and address
This policy initiated effective August 14, and subsequently renewed on August 14,
Since no payment was received for the renewal term, this policy cancelled for non-payment of premium effective September 28, A final bill issued to you on October 6, for $due October 26, This balance reflected the premium due for coverage afforded from the August 14, renewal date through the September 28, cancellation date
As we discussed, I amended the cancellation date retroactive to your August 14, renewal date and your balance was adjusted to zero
Mr***, we are sorry to have lost you as a customerPlease feel free to contact me with any additional questions or concernsI will be happy to assist you
Sincerely,
*** ***
Customer Care Specialist
Customer Care Unit
Personal Insurance Distribution Operations
Tele: *** | Fax: ***