Complaint Review: Liberty Mutual Insurance - Boston Massachusetts

Liberty Mutual will try everything to maintain a policy and will ignore cancellation notices on purpose by claiming that they never received it. As an ex-employee of Liberty Mutual, I can assure you that the only thing that Liberty Mutual is interested in is the mighty dollar. They treat their employees like crap and nepotism is rampart within the company. So, it comes as no surprised that their clients are also treated like crap. When I had an argument with my manager about putting clients first, I was told that I should be looking out for the best interest of the company, afterall, it was Liberty Mutual who was paying my salary. Liberty Mutual's slogan should be, "our policy? Not our responsibility!"

Hello, Thank you for your message. I did not know about the laws you made reference too but it does make sense. I also sympathize with your own situation. After filing the several complaint letters against Liberty, I had received a call from them. They did not want to fix the problem until after they received a copy of my insurance policy from my other provider, even though I had told this new representative I had already told them on numerous occasions by mail and phone to cancel their policy before it would take effect. They were not very helpful or apologetic. They were more concerned with having the BBB compliant dropped than helping me, but it would now appear that they have finally resolved the issue and have sent me a letter stating that they have removed any payment due requests and negative credit reports against me. Again with no apologies as to their causing this mess in the first place, just a simple form letter. As you can assume I will never use nor refer this company to any individuals for insurance. I give them a failing grade on all issues. I'm just glad I never had to place a claim for an accident against my policy. I can just imagine how well that would have gone. Thanks again, Regards

I am an insurance agent for Nationwide in Texas. Let me start by stating(for all the know-it-alls above) that is it against the law for an insurance company to charge a customer any amount past their renewal date if they did not pay the renewal premium. Meaning, if the policy renewed on 10/1 and there was a ten day grace period and you did not pay w/in the grace period then BY LAW they cannot charge you for those ten days, they have to cancel the policy back to the renewal. Unfortunately, most consumers do not know this. This is for the people that felt William should have read his policy. Guess what, if you read your policy you DO NOT have to give written notice NOT to renew your policy. Just don't pay the renewal. Most insurance companies take nonpayment of renewal as notice of cancellation(the ones following the law). I had a situation where I wrote home and auto insurance for a couple that had been with Liberty Mutual for 20 some odd years. I personally, from my office, had the policyholder sign and fax the appropriate documentation to cancel(signed notice and dec page showing new policy effective date etc) to the # we were given by the Liberty Mutual rep. This was in Oct of 2004. She called me a month later stating she got a bill from Liberty. I conferenced her in w/Liberty Mutual and we talked to someone who said they never received the notice. I made her aware that it was nonpay of renewal and they can't charge her for anything. She t/t a supervisor and agreed with me. I told her just in case why don't I go ahead and send you proof that the policyholder had coverage elsewhere as of that date and the original written cancellation notice she signed along w/the confirmation that it went through. I stayed on the phone w/the Supervisor until she confirmed she had the (2nd) fax. Guess what? Three months later, My customer gets a collection notice from a third party claiming she owes Liberty Mutual. To make a long story short,it is now 2 1/2 years and many,many phone calls and faxes later, we just got Liberty Mutual to correct their error. So, William, I completely symphathize with what they have put you through. It is tactics like this that give the insurance industry a bad name. I don't know if this story helps, but I wanted anyone who feels William didn't do what he was supposed to, to know that it wasn't his fault and this seems to be a common practice of Liberty Mutual billing department. I read this thought "what a coincidence". There is no coincidence involved. This is due to poor customer service and record-keeping on Liberty Mutual's part.

William, I agree with Robert so you can go ahead and attack me too. He really didnt say anything that should have offended you, the real issue might have something to do with your temper.

William, I agree with Robert so you can go ahead and attack me too. He really didnt say anything that should have offended you, the real issue might have something to do with your temper.

William, I agree with Robert so you can go ahead and attack me too. He really didnt say anything that should have offended you, the real issue might have something to do with your temper.

William, I agree with Robert so you can go ahead and attack me too. He really didnt say anything that should have offended you, the real issue might have something to do with your temper.

This is an idiotic comment that one has to fully read their policy to cancel a renewal. Bull! There were two written requests sent to them. Even if it was to this so called "incorrect dept" it should have been forwarded to the appropriate dept, the customer should have been notified to contact some other dept or to verify if they do wish to cancel their renewal policy. Instead they opted to disregard this request. But they did make a comment or note on this policy about this request. This is just plain bad business. The correspondence was written to "liberty mutual insurance" which is the policy issuer period. Secondly I had called their customer service dept phone number twice to have the renewal policy canceled which also was not done. Just another idiotic comment from an unrealistic know it all...

This is an idiotic comment that one has to fully read their policy to cancel a renewal. Bull! There were two written requests sent to them. Even if it was to this so called "incorrect dept" it should have been forwarded to the appropriate dept, the customer should have been notified to contact some other dept or to verify if they do wish to cancel their renewal policy. Instead they opted to disregard this request. But they did make a comment or note on this policy about this request. This is just plain bad business. The correspondence was written to "liberty mutual insurance" which is the policy issuer period. Secondly I had called their customer service dept phone number twice to have the renewal policy canceled which also was not done. Just another idiotic comment from an unrealistic know it all...

This is an idiotic comment that one has to fully read their policy to cancel a renewal. Bull! There were two written requests sent to them. Even if it was to this so called "incorrect dept" it should have been forwarded to the appropriate dept, the customer should have been notified to contact some other dept or to verify if they do wish to cancel their renewal policy. Instead they opted to disregard this request. But they did make a comment or note on this policy about this request. This is just plain bad business. The correspondence was written to "liberty mutual insurance" which is the policy issuer period. Secondly I had called their customer service dept phone number twice to have the renewal policy canceled which also was not done. Just another idiotic comment from an unrealistic know it all...

This is an idiotic comment that one has to fully read their policy to cancel a renewal. Bull! There were two written requests sent to them. Even if it was to this so called "incorrect dept" it should have been forwarded to the appropriate dept, the customer should have been notified to contact some other dept or to verify if they do wish to cancel their renewal policy. Instead they opted to disregard this request. But they did make a comment or note on this policy about this request. This is just plain bad business. The correspondence was written to "liberty mutual insurance" which is the policy issuer period. Secondly I had called their customer service dept phone number twice to have the renewal policy canceled which also was not done. Just another idiotic comment from an unrealistic know it all...

Your first mistake was sending the correspondace to the billing address. They handle only payments. Most bills clearly state that only payments are to be mailed to the billing address. Had you looked through your policy there should have been an address to send correspondance to. Was there a reason why you did not look through your insurance papers to determine what LM cancellation procedure and policies were? It could have avoided all this turmoil. Seems the negligence was partially on your part; Although LM could have been a bit more helpful in trying to rectify your error.