Complaint Review: Liberty Mutual Insurance Company

I hit a deer in my truck on I-75, while heading home to Florida. This was at 2:30 in the morning, on a Saturday.

I work for the Fire Department, fortunately my dog and I we're fine. My truck was not driveable, but handled this like any other car accident while on duty. I called local 911, to have an officer respond (non emergency ) for a report, AAA for a wrecker, then while I waited...contacted Liberty Mutual to inform them what had happened.

I immediately got a representative, and they were seemingly helpful. I received a claim number, and within the hour had the KY State Trooper out, a wrecker, and a ride to the closest hotel for the night.

Fast forward...the next day it took 10 hours to try and get a rental van. The claim number Liberty Mutual assigned to me never showed in the system. I covered the rental  out of pocket, and figured it would be simple enough to deal with it later.

Monday morning I follow up with Liberty Mutual,  and attempt to move on with getting my vehicle rental covered (I didn't need a rental). The claim number wasn't valid, and Liberty Mutual had no record of my claim number.  The number provided did not register in their system.

I attempted to then contact my local Liberty Mutual Insurance representative. Tim had retired. SO, I drive to the Tampa office, and meet with one of their reps, call the home office from the Tampa branch to try and get somewhere with getting reimbursement for the rental, and to get my truck moved to a toll free lot. I was assured that all was taken care of, and I would be notified of what the adjuster found upon arrival at the Liberty Mutual's approved lot.

The following week, I received a letter requesting the keys and title be put into the provided envelope and sent to Liberty Mutual. A crap letter was included, none of which stated anything about the truck being moved, looked at, nothing.

I again contact Liberty,  and get absolutely nowhere with them...plus no reimbursement check for my covering their portion of the rental. I also contact the towing company and confirm the truck is still sitting in the lot, and no one has been by. I do not send keys or title, and again drive t o the Tampa office. I spend almost 3 hours there, trying to get all this straightened out.  

Same story after I left, that the truck was going to be moved to their lot, check was in the mail, and I would be contacted.

To avoid the nightmare of events that took place over the next few months, I'll summarize. The wrecker company held my truck hostage until Liberty Mutual provided them a check for $1000.00, due to lot expenses. Mind you this accrued due to Liberty dragging their feet, I stead of moving the vehicle day one. I paid to have my truck towed back to Florida out of my own pocket, and had to fight with these people to get reimbursement for that. 

I have full coverage on my vehicle, they wanted to total it out, and give me peanuts for it. Mind you that an adjuster never put eyes on the truck.

I hit that deer on October 28th, and never received reimbursement for anything until late January the following year. I could carry on about all the BS that  Liberty Mutual Insurance Company put me through, but I have spent more time than I want bringing this terrible company up again.

This entire incident happened 4 years ago, and the reason I decided to put this in here now...was the latest "I hit a deer commercial " on TV.

Do yourself a favor, find an insurance company that actually works FOR their customer. They made a simple claim, a complete nightmare, ran up over $1000 by not doing what they said they were doing. Then made me fight for everything from day one.

Before the incident I had a perfect driving record, no claims (deer). 

In the end, my "totalled " truck was repaired (it was never evaluated  by an adjuster). 

When I called to cancel my policy with them, ( since they run an an in the Firefighter Magazine every month) they sounded surprised.

Good Luck, and I hope it keeps someone from dealing with the mess I had to deal with

Regards