Liberty Mutual Group

Revdex.com Complaint #:***
Claim number: ***
Name of the Complainant: *** ***
Underwriting Company Name: Liberty Mutual Fire Insurance Company
NAIC #: ***
Liberty Mutual handles all calls, both insured parties and claimants,
professionally and respectfullyBelow is a timeline of the claim we have handled for Ms*** *** who is a Liberty Mutual claimant and referred to below as the complainant
Claim received on October 20th, Placed call to the complainant on October 21, and left message requesting return call to discuss damagesThe complainant returned our call the following day (Wed Oct 22) and provided her statementShe stated that she was driving her vehicle and agreed to take her vehicle to a Guaranteed Repair Network shop for an estimate of the damages
We received another call from the complainant on the following Monday, Oct She advised that her “EPC” light was on and wanted a rentalWe asked if she had a diagnostic done to determine the cause of the light and she advised no because she would have to pay for itShe was advised that liability is still being investigated (we were pending a return call from our driver) and due to this we could not arrange for a rental at this timeWe also advised the complainant that she will need to determine the cause of the EOC light to determine if it is related to the accident and that a Liberty Mutual Guaranteed Network shop could diagnose the cause of the light at no cost to herShe understood and stated that her next day off would be the following Wednesday so she would either have to do it that day or have someone take it for her
That same afternoon, Liberty Mutual spoke with the insured driver and accepted liabilityWe placed another call to the complainant and advised that we had accepted liability and asked that she return my call to discuss the next steps
Two days later, on Wednesday, October 29th, we received a call from the complainant stating that she was at the dealership and ready to drop off her vehicle for repairs and she needed a rentalShe advised Liberty Mutual that the parts had not yet been ordered but would be ordered and would arrive on Monday, November 3rdLiberty Mutual informed the complainant that she would need to wait until the parts arrived to drop off her vehicle and set up the rental as none of the damage to her vehicle made it unsafe to driveThe shop also advised that there would be a supplement and we discussed sending it in for review
On Monday November 3rd, the file was reviewed and no supplement was submitted
In addition, the complainant had not reached out to Liberty Mutual to arrange the rentalThe Liberty Mutual claim handler placed a call to both the shop and the complainant and left messages asking about the status
The following day, Tuesday Nov 4th, Liberty Mutual received a return call from the shop who advised that they sent the paperwork to us but he did not put the claim number on the documentation as instructedHe advised he would resend for review
This morning, Liberty Mutual received a call from the complainant checking on the statusShe was updated and was informed that Liberty Mutual received the shop’s supplement this morning and we would be sending it for reviewAt that time, the complainant advised Liberty Mutual she would pursue the claim through her own carrier

*** ***
** *** **Mount Clemens, MI 48043- RE: Personal Automobile Policy: ***
Personal Automobile Policy: *** (Motorcycle) Personal Automobile Policy: *** (Motorcycle) Tenant Policy: *** LM General Insurance Company/ NAIC: *** Dear Mr***,This is in response to your October 27, correspondence to the Revdex.com regarding your policies I appreciate the opportunity to respond to your concerns At Liberty Mutual Insurance, we are very serious about our obligation to offer our policyholders a competitive premium while remaining financially secure Maintaining this balance means we must periodically review our rates and make necessary adjustments Some of the factors that impact overall rates include the increasing costs of repairs, medical expenses, the frequency and severity of claims and our collective loss experience in the state of Michigan.Personal Automobile Policy: ***This policy initiated effective October 10, and renewed effective October 10, This policy was cancelled effective November 8, at your request After cancellation, a $bill issued to you October 27, due November 16, reflecting premium due for coverage provided through the November 8, cancellation date The $balance remains due. Personal Automobile Policy: *** (Motorcycle)This policy initiated effective May 8, with an annual premium of $ This policy was also cancelled effective November 8, at your request.After cancellation, an $bill issued to you October 27, due November 16, reflecting premium due for coverage provided through the November 8, cancellation date The $balance remains due Motorcycle policies cancelled have any returned premium or charges calculated on a “seasonal pro-rata” basis using the chart below:Month Earned Premium Month Earned PremiumJanuary 2% July 16%February 2% August 16%March 4% September 12%April 8% October 8%May 12% November 2%June 16% December 2%The charges or credits determined from this chart are based on the earned premium monthly scheduleThis means that we charge policyholders based on the usage of the motorcycle throughout the yearIn most states, motorcycles are ridden more during the summer months so we charge a higher premium in those monthsTherefore, you will see that the percentage is higher in summer months.At the policy inception, you selected monthly Electronic Funds Transfer (EFT) as your preferred billing method However, the monthly payment is not a reflection of the premium owed to date since the premium for the peak season is higherOur monthly billing is simply an installment plan to pay the annual premium by the end of the policy termThe installment plan is based on the $annual premium divided by twelve equal payments The previous motorcycle policy, ***, was initiated effective October 10, and was cancelled effective November 5, at your request This policy was not in effect during the summer months when usage is higher and the increased premium was not applicable Tenant Policy: ***Similar to the automobile policy, this tenant policy initiated effective October 10, 2013, renewed October 10, and was cancelled effective November 8, at your request After cancellation, a $bill issued to you October 27, due November 16, reflecting premium due for coverage provided from the October 10, renewal date through the November 8, cancellation date The $balance remains due Mr***, billing histories are enclosed for your review We regret your decision to cancel these policies and are sorry to have lost you as a customer If you have further questions or concerns, please contact me directly and I will be happy to assist you.Sincerely,*** ***Customer Care SpecialistCustomer Care UnitPersonal Insurance Distribution OperationsPhone: ###-###-#### Fax: ###-###-####Enclosures

Hello
Plase find attached our response letter
Thank you

Response letter is attached

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, 2014. 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. * states that Liberty Mutual received a bill for [redacted] on June 17, 2013.  There is no documentation in our file indicating that Mr. * was injured in the loss, pursuing a claim or had received treatment.  The accident occurred on May 19, 2013 and contact was made with the claimant's wife, Mrs. * on 5/20/13.  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, 2013 for Mrs. *'s treatment.  Another lien was received from [redacted] Clinic on August 14, 2013 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. **
The claims for the two passengers were resolved on October 23, 2013.  Liberty Mutual received Mrs. *'s medical records on September 3, 2013.  The claim for Mr. *'s wife was resolved on February 7, 2014.  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, 2014.  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.

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. 
[You apparently have the different policies confused please recheck your paperwork or look at enclosed last bill. If you are offering a settlement of $19 for final bill please state as such as that is acceptable to me.]
Regards,
[redacted]
 %3

Dear Mr. [redacted],This is in response to your additional correspondence to the Revdex.com regarding your policies.  I appreciate the opportunity to further respond. The bills you included with your correspondence correspond with the amounts provided in my November 5, 2014 response.  I will clarify the balances due again: Personal Automobile Policy:  [redacted]The $167.50 balance reflects premium due for coverage provided through the November 8, 2014 cancellation date.  Personal Automobile Policy:  [redacted] (Motorcycle)The $85.50 balance also reflects premium due for coverage provided through the November 8, 2014 cancellation date.  Tenant Policy:  [redacted]This policy was also cancelled effective November 8, 2014 and the remaining balance due is $19.  Mr. [redacted], we are unable to waive the balances due as they appropriately reflect premium due for coverage provided.  If you have further questions or concerns, please contact me directly and I will be happy to assist you.Sincerely,[redacted]Customer Care SpecialistCustomer Care UnitPersonal Insurance Distribution OperationsPhone: ###-###-#### Fax: ###-###-####

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:                                     �...⇄ />            Vehicle:                         ...⇄ [redacted] 
 
 To whom it concerns:
 
Attached is the response to the [redacted] complaint. If you have any questions regarding this response, please contact [redacted] at [redacted], extension[redacted]. Thank you.
[redacted]

We completed the liability investigation and have contacted [redacted] on 11/6/2014.  We advised Ms.Banks we were going to issue a check for the rear damages to her vehicle.  The check was sent out yesterday.  This complaint has been resolved. 
[redacted],...

Team Manager
[redacted] ext. [redacted].

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[redacted]er was then transferred to [redacted]....

 While it is our position thatthere was no mechanism of injury, an offer of $1,000 to settle your injuryclaim was extended to resolve this [redacted]er.  On 11/5/14 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 $689.88 on November 7, 2014 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 questions. Sincerely,
[redacted]
[redacted]Claims Team Manager Commercial Insurance ClaimsAuto Central Services WestLiberty Mutual Insurance[redacted]
[redacted](O) ###-###-#### ext.  [redacted](SDN) [redacted]Email: [redacted]
[redacted]Claims Team Manager Commercial Insurance ClaimsAuto Central Services WestLiberty Mutual Insurance[redacted]
[redacted](O) ###-###-#### ext.  [redacted](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 below. 
Regards,
[redacted]

To Whom It May Concern:
The customer [redacted] claims was revised in the Liberty Mutual claims system to show that she was ( not at fault) for the loss.  Liberty Mutual contacted MetLife insurance on [redacted]'s behalf and confirmed that the loss dated 5/31/2014 was a not at...

fault loss.  Liberty Mutual also sent a letter proving that [redacted] was found to be 0% at fault for the loss.

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. I have photos of the damage, as shown, myself, in addition to witnesses. The adjuster is not proficient in his job and is very insensitive. I refuse to file a claim for the damage other than what is the truthful explanation. Hundreds of cars had to pull over during this hail storm. These chips of paint to metal were all over my car when I examined it. I 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 it. I 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 else. My premium was well over $1,000 per year, and this is my first ever claim with them. Disappointing. P.S. My cell phone got wet when I took these photos, and also had to be replaced. I 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 company. And I have been told, since switching, that this is not uncommon for Liberty Mutual, to not pay claims. My 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 20 years. I am now editor of several publications in New York. If this is not compensated, I will refer, quickly to New York's Attorney General. I have photos, witnesses, and now a recorded message of their fraudulent behaviors. I never missed a payment.
Regards,
[redacted]

Your LTD claim was denied July18, 2014 on the basis that we determined that you were not unable to perform your occupation per the terms and provisions of the [redacted] Stores, Inc. Group Disability Income Policy. Our 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 2014. Our July 18, 2014 denial letter explains the basis for this determination.  In the July 18, 2014 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, Inc. Group 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 disabled. Liberty Life conducted a review with a PMR specialist. We maintain that a peer physician is able to
review the medical, clinical and diagnostic data on file and render an opinion on functionality. In 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 benefits. Liberty 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 review. This information should be remitted to [redacted] as outlined in our letter dated July 18, 2014.

Dear Mr. [redacted],
This is in response to your October 27, 2014 correspondence to the Revdex.com. I appreciate the opportunity to research and respond to your concerns. I regret any miscommunication that occurred regarding our requirements for cancelling this policy once it has been...

initiated.
This policy initiated effective August 14, 2014 with an annual premium of $470. 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, 2014 confirming the inception of this policy. In addition, we mailed you Washington Insurance cards for your 1995 [redacted] at the same time confirming coverage from August 14, 2014 through August 14, 2015.
A $39.17 down payment was processed on August 21, 2014 based on the account information you provided. Since our records reflect you elected automatic Electronic Funds Transfer (EFT) payments as your preferred billing method, a second payment of $39.17 was processed on September 16, 2014 and credited to the policy balance September 18, 2014.
However, we were unable to obtain your motor vehicle record with the driver’s license number we had on file for you. Since we were unable to obtain required rating information, on August 26, 2014 we issued you a letter advising this policy would cancel effective September 25, 2014.
This policy cancelled effective September 25, 2014. A refund of $26.34 issued to your bank account on October 2, 2014 reflecting the credit balance due after cancellation.
Both payments previously remitted were returned unpaid by your financial institution by October 15, 2014. A service charge of $25 for each returned payment was applied to the policy balance.
On October 22, 2014 a bill issued to you for $128.34. This balance was premium due for coverage provided through the September 25, 2014 cancellation date including $50 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 application. However, we issued a policy contract to you and provided proof of insurance for your vehicle. In 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 policy. After receiving your correspondence, I therefore amended the cancellation date retroactive to the August 14, 2014 inception date and waived the $50 in return payment fees.
However, we already refunded $26.34 to your bank account on October 2, 2014. Since we issued a refund and the two payments remitted were later dishonored, the $26.34 balance is due. A bill will issue to you in the next few days for this amount.
Mr. [redacted], please feel free to contact me with any additional questions or concerns. I will be happy to assist you.
Sincerely,
[redacted]
Customer Care Specialist
Customer Care Unit
Personal Insurance Distribution Operations
Tele: [redacted] | Fax: [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 below. 
You have pictures that I sent you. Do you not think the accident was significant enough for your clients licenses plate to leave her vehicle, something that is bolted on to a car,  and be imbedded into my vehicle? And then upon reviewing the documents that YOU sent me regarding the damage to my car,  the vehicle in your paperwork that's noted... ISN'T EVEN MINE. Not my license plate info, not my vehicle description,  and not my VIN. From day one I did eventing by the book. Now it's your turn! 
Regards,
[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 below. 
I have sent out multiple lists of all of the doctor visits, ER, outlines of all of the routes, etc. No one took my statement of the incident, no one came out to look at my car, I had to stop my Spine Specialist Appointments because now it looks like I have to go out of pocket for it all, not to mention all the ADDED stress and anxiety this is causing. I am not asking for an amount over the basics of what you, as an insurance company, need to cover. The damage to my car, the bodily injury, weather or not you FEEL like it's significant or not, and my pain and suffering. I am the victim here stop treating me like someone whose trying to "get over" Also, I had to contact your office a day or two after the accident, no one from you company contacted me first. 2nd, I had to ask for [redacted] information 3 times before I threatened to talk to a supervisor. The email to talk to a supervisor was responded with and Out of office to contact [redacted] and [redacted] had an out of office the same day to contact another person, whom I finally got a response for, once I got Thomas, it turned out someone else was handling my bodily claim. and even though EVERYTHING was typed out there was no negotiating upon the settlement. I would like to know how you would feel if your loved one was suffering and you knew they were suffering and others were saying it wasn't significant? Bodily injury and pain and suffering: $3200.00Car : $1500.00
Regards,
[redacted]

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

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]