Jeremiah's complaint:
November 01, 2012

Insurance Company: Liberty Mutual
Coverage Type: Auto/Boat/Motorcycle

• PolicyHolder Service - Inadequate Service
• PolicyHolder Service - Incompetent Employees
• PolicyHolder Service - Delays/No Response
• PolicyHolder Service - Inadequate Reimbursement
• Claim Handling - Rude/Abusive Adjuster
• Claim Handling - Delays upon Delays
• Claim Handling - Unsatisfactory Settlement/Offer
• Claim Handling - Denial of Claim
• Marketing & Sales - Misleading Advertising
• General - I feel abused by this company

Purchased a full coverage policy for my 2002 infinity qx4. The vehicle caught fire on the interstate, and was quoted damages in excess of 7000. The insurance company sent out the first adjuster, and promptly called me back to tell me they would cover about 900. I had to call, email, and threaten contacting the insurance commission of north carolina before anyone ever called me back. A supervisor called me back and promised to have a second adjuster come out. After about 3 weeks one finally made his way to the shop, and said he had to get a specialist (fire damage) guy to look at it. They both argued with the mechanics at the shop about the cause of the fire for weeks, and finally settled on a factory defect which caused a part of an o ring inside the engine to break apart and get into the moving parts which then caused breakage which in turn threw metal fragments through the engine making a hole for oil to leak out onto the exhaust, and onto a wiring harness. The heat from the exhaust caused the wiring harness to ignite. Liberty mutual said that the verbiage of the policy, obviously some very tiny print underneath where my policy says FULL COVERAGE, limited them to only fixing the damage from the fire, not the mechanical breakage. As far as I'm concerned full coverage is full coverage, and it was not neglect of the vehicle or lack of upkeep, yet they still refused to cover the extent of the damages. They paid out 2800, and I promptly dropped them as my insurance. In my experience this insurance company will do anything it can to avoid paying out, I would stay as far away from them as I could. Also on a side not, my full coverage premium was about 210 a month, after this fiasco I shopped around and Geico offered the same coverage plus an additional car (2 cars full coverage, one liability only) for 95 a month. So apart from screwing me out of my claim they screwed me in their rates. They raise them on you for nom reason, stated once that it was due to the many claims in my area of hail damage... The customer service was so lacking, the first female I tried to make the claim with should have been indicative of how bad my experience would be, honestly the rudest and bad mannered person I've ever spoke with. Aside from that I could hardly decipher her ebonics. Never again.

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