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Complaint Details
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Initial Complaint
07/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I am typically not one to ever have complaints about companies as I try to be as understanding and easygoing as possible. But I have never had issues with an auto insurance company not being assiduous to assist with a claim and not properly correspond with the involved parties even after multiple attempts to be reached. I was in an accident and have been trying to get a situation between the rental company and Safeco resolved ever since last Tuesday, the 2nd, and I still have not gotten it sorted, as they are not very responsive or helpful. The attitude toward my attempts to contact them and get this resolved has been very poor. I have paid out of pocket for a rental that I have because of the safety concern & inability to drive my vehicle and was told that I would not be reimbursed. This was after no one returned my calls, text, or email, and was also not willing to speak with ******* about what needed to be done.I have had to initiate all contact after the initial contact informing me that my adjustor changed to try to get things resolved. I am not an employee of SafeCo. I am a customer who does not know the process by which these things are to be handled. Hence, why there is someone there who is supposed to be able to help with these sorts of things.I have attached a detailed account of what has taken place concerning myself, ******************* and *******.
Business response
07/12/2024
We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on July 12, 2024, by email.
Sincerely,
The ******************** Team, Liberty Mutual GroupCustomer response
07/12/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
***********************, from Liberty Mutual, reached out to me on 7/11/24 to apologize for the inconvenience. She spoke with the appraiser, who confirmed with her that my vehicle was not safe to operate before repairs started. She assured me that they will cover the charges for the rental while my vehicle is now being repaired.
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,
*****************************Initial Complaint
07/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 05/02/2024, I was rear ended by a Liberty Mutual Auto Insurance customer. On 05/03/2024 the incident was assigned a Claims Resolution Representative with a claim # *********-02. I received an e-mail that the representative will schedule a review of vehicle damage. However, in reality the representative ****** never scheduled a physical inspection. I was asked to send pictures of damage. Based on the request from ******, I sent all the required pictures. I received an assessment that the repair would cost me $1800 and I received a payment through ACH in my bank worth $1800. However, when I physically had the inspection done on the damage, the certified TESLA repair shop gave me an estimate of $4509.81. I explained my situation through an e-mail and sent a copy of estimate to ****** at Liberty Mutual. At this time and throughout this process ****** had been very rude and aggressive talker and never provided any information in Black and White. ****** mentioned, there is a process to follow which is explained in an e-mail sent to me. It's a supplemental forms that need to be filed by the repair shop. I went back and forth with the couple of repairs shops, they don't want to do the needfuls to file supplemental procedure as they had gone through the headache of recovering money spent on the repairs from Liberty Mutual. So I am stuck here. The resolution I expect following payments from Liberty Mutual: 1) The difference of $4509.81 - $1800 = $2709.81 2) Cost of rental while my car would remain at the repair shop = approx. 7 days = $420 3) So, the total = $2709.81 + $420 = $3129.81Business response
07/08/2024
We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry. A detailed response will be communicated directly to the consumer by email.Customer response
07/08/2024
Better Business Bureau:
I have reviewed the response submitted by the business in reference to complaint #********. I received an initial communication from the business am still waiting for the business to provide resolution on the pending issue. Once I have a satisfactory/unsatisfactory response, I'll update Better Business Burreau.
Regards,
*************************Initial Complaint
07/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Opened an insurance claim #********* on Feb 5, 2024 from storm damage to home on Feb 4, 2024.Adjusters have not responded to dozens of phone calls, voicemails and emails for the past few months. Desperately looking for assistance, we have over $50K in damages since Feb.Business response
07/02/2024
We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry. A detailed response will be communicated directly to the consumer by email.Initial Complaint
06/28/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I called Liberty Mutual on June 7th 2024 to cancel my auto policy as I replaced it on May 25, 2024. I emailed all the required documents they asked for. They removed one of 2 of my vehicles instead of cancelling my policy. As of today June 28, 2024 my policy is still not canceled but will be canceled for non payment on July 1,2024. I have contacted LM several times and was told the same thing it's still pending we will escalate this. I spoke with the escalation **** today because my policy is still canceling for nonpay and was told the cancellation should be completed within 5 -7 business days, which would be July 4, 2024. In the meantime I will be canceled for non payment on July 1st because the people that I spoke with did not do their jobs correctly.Business response
07/01/2024
We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on July 01, 2024 by email.
Sincerely,
The ******************** Team, Liberty Mutual Group
Initial Complaint
06/28/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On June 18, 2024 I had a flood in my basement. I filed a claim with my homeowners insurance. I selected a company that was provided by my homeowners insurance to come out and assess the damage. This company was called *******************. The representative for this ******************* came out and then called Liberty Mutual to get the approval. The representative that spoke to ******************* told them that my claim was completely covered under my insurance policy so they could begin work. Approximately two hours later I received a phone call from Liberty Mutual telling me they had made a mistake and that my claim was actually not covered. They tried to tell me that they had no record of ******************* calling them and no record of them giving him the approval, which was a bold lie. They also try to tell me I did not have a little box checked that would allow for coverage involving a sump pump being overrun by rainwater. Three years prior to this, I had a similar incident and was told the same thing at that time three years ago I asked them to add this coverage, which was supposed to be on my cover originally, they said it was added, and this would never happen again. Now three years later they are claiming that I never asked to add this to my coverage and are refusing to cover my claim. I spoke with the manager, *****************************, And he refused to help me and refused to approve any coverage for my claim. So this is now twice that Liberty Mutual has denied a claim that should be covered under my policy. I have been a loyal customer of theirs for over 10 years, but that does not seem to matter to them. So now I am paying almost $2000 a Year for homeowners insurance, and the only two claims I have tried to file have been denied on a loophole technicality that is purposely put in place to s**** over the customer. I made several attempts to work with them on this and they refused to help me at all. I feel they should be covering my claim. Please help.Business response
07/03/2024
We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on July 3, 2024, by email.
Sincerely,
The ******************** Team, Liberty Mutual GroupInitial Complaint
06/28/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
An insured of liberty mutual damaged my car in July of 23. The agent asked me to get a quote from my body shop of choice. The agent never filed a claim. Early this year I filed a claim with the BBB and they were able to open a claim. They now say that they are ugly paying 2/3 of the cost of fixing my vehicle and that my shop will have to bill them and prove that it cost more. I would like the entire indemnity that is due to me. I have been told that there is not a supervisor to whom I can reach out.Business response
07/01/2024
We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on 7/1/24 by email.
Sincerely,
The ******************** Team, Liberty Mutual Group
Initial Complaint
06/27/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
After Liberty Mutual raised my home insurance to $7000 I called on 6/6 to ask why it was doubled. The promised to lower the rate to $3400 after an inspector did a drive by inspection. They immediately billed me early the full $7000.On 6/20 I called to ask when the lower rate would be applied but the said they hadn't received the inspection. I called on 6/26 and got the same answer.They are trying to stall my refund and prorate their charge longer.I requested a supervisor to call me and was promised a call in 24 hours. I have gotten no call.Customer response
07/08/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
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,
*********************Initial Complaint
06/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We filled a wind damage claim for our roof on March 3, 2024. We had a roof contractor come out to assess and quote. The insurance company also had one of their own adjusters out to assess. After about 2 weeks the insurance company reached their conclusion. We did not agree and wanted to dispute. We left ********************* vm and emails daily, for over a week. After no response, we contacted our agent ***********************************. We were given the name of ********************* supervisor *****************************. She informed me **************** was no longer employed and assigned another agent to our case - ***************************. After an addition wind storm and more damage, We were recommended another Roofing Company to assess and quote. After his assessment the insurance company had another adjuster of their own come out for a second assessment of our roof. *************************** contacted us after a couple weeks with the final report. We gave the report to our roof contractor. Due to the minimal damage that they would cover, he would be unable to do the work being covered, due to more damage in the future. I have been trying to contact the supervisor of ***************************, which is now *****************************. I have left VM, and emails, everyday, asking to have a conference call between her, the adjuster, our roof contractor, and ourselves. This has been going on for over two weeks. We have not received any sort of response. We are just asking for an explanation/clarity. I have confirmation of all the emails I have sent. I have even tried contacting ***************************** again to see if she could help. But no response as of yet.Business response
07/03/2024
We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on July 03, 2024, by email.
Sincerely,
The ******************** Team, Liberty Mutual GroupCustomer response
07/06/2024
Better Business Bureau: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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Initial Complaint
06/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
April 2024, me and my son were involved in car accident and the other party had Liberty Mutual as the insurance company. After deeming the vehicle totaled, we started the process of having the check sent to us for what the vehicle is worth. We were told the check was in the mail in mid May. Check never came. They kept asking for the address. They were told the address 3 more times, the first check was cancelled and supposedly another one was issued the last part of May. Still no check. I emailed the management, told them the issue and was told that the check was sent out on the 19th of June. That day has gone and I am more than furious at this point and still no check has arrived. The agents were ***************************** and ***************************.Business response
07/01/2024
We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry. A detailed response was communicated directly to the consumer by email today.Customer response
07/05/2024
Better Business Bureau: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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
Initial Complaint
06/26/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I paid Safeco 5 plus years for homeowners Safeco refuse to pay depreciation and made it clear that they will not pay out additional monies for repairs needed for the fire damage at my home Although the contract requires them to paid 7$ for removal of stove etc.....Business response
06/28/2024
We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry. A detailed response has been communicated directly to the
consumer on June 28, 2024, by email.
Sincerely,
The ******************** Team, Liberty Mutual Group
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Customer Complaints Summary
2,697 total complaints in the last 3 years.
904 complaints closed in the last 12 months.