I got sideswiped while I was fully stopped at a stop light in June, but my claims agent didn't believe my account of the accident and initially held me liable for the accident. She was very dismissive and adversarial in the phone conversation informing me of this decision. I found out months later that even though she had dash cam footage of the incident, she somehow didn't review the part where the actual accident occurred. Fortunately, her supervisor reviewed the footage and pointed out that what I'd reported was 100% accurate and that I wasn't at all at fault for the accident.
Once they finally had the full picture and had come around to my account of the accident, my claim went to arbitration and they found in my favor. Frustratingly, they didn't communicate this to me at all, so I spent months thinking that I'd been found liable and had no idea that anything had changed with my case. I found out when I got a payment reimbursing me for my deductible, which was a nice surprise, but definitely didn't make up for being gaslit for months.
I reached out to my agent for an explanation, but she would only send back very short, terse responses that didn't answer my questions. Finally I asked to put in a complaint with customer support and her supervisor wrote back, informing me that she had reviewed the dash cam footage and corrected agent about what happened and that she mentioned that in the future agent should be more active in communicating what's going on in a claim. But it was a very brief boilerplate message with no offer to talk further, no desire to follow up or get more information, no explanation for how I could go months thinking I was at fault when the opposite was the case or that my case had changed drastically from what I had last been told. Certainly no attempt to make things right or any concrete assurances that something similar wouldn't happen again.
I told her that I'd lost faith in Liberty Mutual to represent my interests or advocate on my behalf. No response to that.
In response to my negative review on another site, a member of Liberty Mutual's Presidential Service Team reached out and he was very nice. But it was like pulling teeth for him to admit that Liberty Mutual had made any sort of mistake in the first place by not believing my account of the accident and not watching the full dash cam footage and barely catching that mistake at all. All he could say is that he would add that to my agent's coaching file and that he "hoped" she wouldn't make a mistake like that in the future.
The part I found most concerning was that when I told him I worked really hard to try and handle this privately but that their system made it impossible to make a formal complaint to a customer service representative and the only reason I'd been put in contact with him was because I wrote a negative review, he said he was sorry for my inconvenience, but he did not acknowledge that the system is difficult to navigate or that anything could be done to make it easier. So I can only conclude that the system is designed that way intentionally, so customers can't give them feedback. So don't expect Liberty Mutual to do anything if you ever have any issues with them. Their system is designed to prevent just that.
I have lost faith in Liberty Mutual to represent my interests, and I would strongly recommend any potential customer to look elsewhere. read more
