Priscilla's complaint:
September 19, 2015

Insurance Company: Liberty Mutual
Coverage Type: Homeowners Insurance

• PolicyHolder Service - Inadequate Service
• PolicyHolder Service - Incompetent Employees
• PolicyHolder Service - Delays/No Response
• PolicyHolder Service - Inadequate Reimbursement
• PolicyHolder Service - Unfair Negotiation
• Claim Handling - Rude/Abusive Adjuster
• Claim Handling - Delays upon Delays
• Claim Handling - Unsatisfactory Settlement/Offer
• General - I feel abused by this company

On June 21st, 2015 I had a tree fall onto my property. After filing a claim, my adjuster instructed me to get a few estimates for the tree removal as well as the repair for my fence (where the tree had fallen through and onto my property). A few days later, I sent all the documentation and never heard back from him. It was constantly an issue trying to get a hold of him as he never answered his calls and would only call back minutes before leaving his office. When I finally got a hold of him, I asked if the insurance would cover the tree removal in full, and he assured me they would but that the settlement for the fence repair would take a little longer.
Weeks later he contacted me again to tell me the insurance would cover less than 30% of the entire costs for both tree removal and fence repair. I did not feel it was a fair settlement so I asked him to explain the numbers and he was very vague with the numbers, changing what we had initially spoken about when I had filed my claim (i.e. deductible rates, estimate costs. and numbers for the depreciation). When he could not help me, I asked to speak to his manager. I made several calls and left messages but never got a reply. I tried writing to the corporate office and did not receive a response for over a month (and only after I called their offices again). When I finally received my settlement check in the mail, it was even less than what Mr. Simon had discussed with me. In fact, it was less than 20% of the costs that came out of my pocket to repair my fence and remove the tree.
Overall, I've had a very unpleasant experience with all branches of this insurance company and feel that being paid less than 20% was not a fair, or even reasonable, settlement.

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