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Melissa's complaint:
September 27, 2013

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

  • Underwriting - Premium Too High
  • PolicyHolder Service - Inadequate Service
  • PolicyHolder Service - Denied Access to Services
  • Claim Handling - Unsatisfactory Settlement/Offer
  • Claim Handling - Fraud
  • Claim Handling - Denial of Claim
  • General - I feel abused by this company

I have been a Liberty Mutual customer for about 13 years now. A few years back I was carjacked by knifepoint and my car was taken. After a police chase the car was eventually totaled by Liberty Mutual claims department. This car was a preowned Mazda3 year 2005. Well I was paid by their claims representative and used that money as a down payment for a new mazda3 year 2008 fully loaded sedan. On September 9th I was in an auto accident most of which I can't remember just being put in an ambulance and winding up having my airbag break 2 of my ribs. Everything at first was fine with Liberty Mutual until we realized that they had been insuring me under the car they had totaled in 2008 for the past 5 years. Unfortunately I never even realized being that it is the same make and model car just a difference of 3 years in the body type. Now I know that when I drove off the dealership with my new 2008 I would not of been allowed to leave without proof of insurance and I have copies of all documents proving the new vin # with the policy I have been paying for the past 5 years. Now all of a sudden my rental is no longer being paid for by Liberty Mutual. In addition I am being told that I am not being paid one dime for my car they deemed totaled b/c of the clerical error in the car's year listed on my policy. I find it funny that the woman who handled my claim for my 2005 mazda and gave me the check for it, was not supposed to be handling this claim but somehow it has been brought to her to handle. This woman also has no paperwork of the prior payout for my older mazda, but guess what....I keep everything and I have every single document handled by her back in 2008. I just find it odd that originally I was assigned a different claims lady yet here I am dealing with the same lady who paid me for a car she is still insuring but this is somehow my fault? All I know is that I have every piece of documentation from both cars and proof of the name liberty mutual with the newer Vin # when I left the dealership. Basically someone messed up and is trying to cover themselves but just because I am not over the age of 30 they think they can pay me nothing on a car ive been insuring with them for the past 5 years. They do however have no problem paying the man I was in the accident with fully and not giving me a dime. Wait they did offer to refund my collision for the past 5 years...that equals roughly $3,000 and that is being generous, on a car that is worth roughly $14,300 kbb value. I will be going to the new jersey department of insurance and filing a complaint because I don't even think what they are doing is legal. They are trying to take advantage of someone less experienced at this type of issue and trying to cover up their own behind, because they know fully well you can not leave a dealership without being insured or that dealership telling them about the newly purchased car in some type of correspondence. All I know is I can't work for three weeks because of my broken ribs and all this company has done is put me through more hell than I've already had to deal with pain wise. They will not get away with this...It is just disgusting what this company is capable of.

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