Complaint Review: Liberty Mutual Insurance

When I was a Liberty Mutual Insurance carrier (home, auto) my initial experience was great. I went to the office and met with Jennifer (an agent there). She was friendly and got me all signed up for a policy that was appropriate for my needs. That was the LAST time I recieved good customer service.

I had a few problems with billing (getting double charged) and immediately emailed my agent. My emails were wither ignored completely or she responded up to 2 weeks later. After the first problem took several months to resolve, I decided to stop using email and call the office directly for any further issues. Nothing but lost messages, unreturned messages, and incompetence resulted from my calls. Eventually I resorted to calling the general 1-800 number for all of Liberty Mutual, so I could talk with someone OTHER than my agent and/or the people in her office.

The last straw came recently when I cancelled my policy. I was told that although I cancelled my policy in April, I still owed a balance on my account in May. I assumed that my payments were covering the following month, not the previous month. What company gives you coverage in advance of your payment?

Regardless, when I got the bill I immediately called the Chandler office to ask for an explanation. They had made billing mistakes previously, so who's to say this wasn't another one? The receptionist said she'd take down a message and someone would call me back with an answer.

A week passed and I never recieved a call back. I called again, and left another message with the receptionist. Again, no call back. I called a total of 4 times. After 2 months, since nobody was calling me back, and I hadn't recieved further bills, I assumed that they had investigated it and found that they made a mistake.

WRONG! I got a letter from a collections agency today for the charge. I called the Chandler Office and explained the whole thing. the multiple ignored messages, etc. She explained why I still owed money in May, even though the policy was cancelled in April, and told me there was no record of my many phone calls and messages, and promises of a returned phone call with explanation. This was frustrating. Why wasn't I told this the very first time I called? Why didn't anyone have 2 minutes to call me and give me the brief explanation?

If you want to be largely ignored, overbilled, and your time wasted repeatedly, then Liberty Mutual in Chandler is the way to go.

Annie
Chandler, Arizona
U.S.A.