I have filed a claim with Liberty and have had SEVEN MONTHS of unreasonable delays, denials and unsatisfactory settlements. This was due to internal negligence, lack of communication between their internal departments, lack of communication from management to me, the insured. This claim was mishandled in numerous ways, mainly by inorganization - losing photos and reports repeatedly between the ten claims reps my claim went through, along with so many other issues documented in a 17 page timeline. I do not believe Liberty Mutual investigated this claim thoroughly, properly, timely, fairly, nor did they keep it on track. Their internal incompetence has caused unreasonable delays – it's been SEVEN MONTHS from the beginning of my claim until now and I have zero repairs completed because of the roof dispute. My repairs should have been completed LONG ago, this should have been internally caught LONG ago, not SEVEN MONTHS LATER after I kept on pressing and pressing. Upon further investigation by reading reviews online, I have found that this is a common thing with Liberty Mutual and most of their insured, now EX INSURED, have had horrible experiences. I believe they did not act in good faith in handling my claim and this is an experience I wouldn't wish upon anyone, much less a single, working Mom like me that has enough on her plate already. I will now have to submit another claim and pay another deductible of $5,444 SEVEN MONTHS LATER and fully expect this to take several months, with multiple issues as well. This all could have been and should have been avoided if the proper channels would have been taken after my claim was filed. Don't get sucked in from their cute and funny commercials - this company is disgraceful GARBAGE, not mention how overpriced they are - after I closed my account with them and am now insured with a reputable, well-known company, my rates decreased by over $1,000/year!

Worst company ever! NOTHING BUT LIERS! NEVER SAME ANSWER ON SAME QUESTION. GO WITH SOME ONE ELSE!

Big advertising. Big promises. Big propaganda. I came by these conclusions honestly. It all started...

Way back circa 2006 when I was with state farm and that year the U.S. Supreme Court ruled they were a monopoly and ordered them to rid themselves of 1/3 of all auto policies = 1 out of 3. Well I had 3 vehicles and one of those got dropped which caused me to go insurance shopping. I certainly didn't want 2 different auto insurance things going on anyway, so finding a one stop shop was priority.

Liberty Mutual was just going national into auto insurance about that time and their rates and local offices made them a really good choice then. So, I was once completely sold on this company. There were benefits. ALL 3 VEHICLES went into 1 simple policy/account number/payment schedule. They gave unlisted discounts for things like certain college affiliations whether you completed there or not. My local agent went through a whole list with me one day and that equated into close to 30% savings (YAY).

All was well at first... then offices began disappearing and the closest one to me suddenly was like 25 miles away. Next is a thing ONLY LIBERTY MUTUAL... and totally George Orwell 1984... they have this "computer" that tells them things. NOBODY KNOWS WHY OR HOW, AND WHATEVER IT SAYS TO THEM REGARDING YOUR ACCOUNT THEY ARE BOUND BY without any way around regardless of it even making sense.

You may find out when they run your rate 3 times and get 3 completely different numbers and nobody knows why and if you start asking questions about this secret wizard of oz set up, they will force you into ONLINE ACCOUNT SERVICE ONLY. Also once they run your numbers 3 times you have to leave and wait 72 hours for the system to reset because you have been marked. WTH? Wonder if you really need insurance that first day? Oh well...

Next if you get any form of citation, points or not, YOUR RATE SPIKES. Even for the mildest of events. AND>... they will argue for YEARS and keep that rate in place without and form of reason. I was told over and over that it would reset at years end... well 5 years later and they still used that even though it wasn't even on my actual driving record anymore. My original rate for a single older pickup was $800 something for 100/300/100. Then it was jacked to $1200 something over a minor citation that had no points attached (seat belt violation). That was a 30% jump that remained.

Finally 2 years ago, after being a client for 10 years crazy things began to happen with my billing. I would simply not get a bill but would suddenly get a cancellation date notice. Since that was before the actual date, I called and fone paid but it had me nervous because it was happening repeatedly.

In the midst of that I had someone hit me. I called them to report I had an incident but WAS NOT AT FAULT, HAD POLICE REPORT THAT CITED OTHER DRIVER, AND WAS NOT MAKING ANY CLAIM WITH LIBERTY MUTUAL just reporting the incident.

That was a mistake and one I later learned would not have mattered as ALL INSURANCE CARRIERS SHARE A NATIONAL INCIDENT REPORTING DATA BASE.

Suddenly my insurance rates TRIPPLED! Their ads all boldly claim "accident forgiveness". I was not even at fault. Both my current vehicles are older (1995 f150 for work & a 1997 Chevy Suburban that came a year ago with brand new engine + low miles). I was formerly paying right at $1200 for truck alone, but since the suburban was only a part time driver the rates only increased to around $1400ish.

Only a couple months after my incident was reported (and they had all police reports/paperwork faxed to them for their records that NO I WAS NOT AT FAULT and yes the other driver was cited), my combined rates for those overnight became $2800 yearly = doubled. (Wait for it it's not over).

So when that happened I called and complained and they directed me to a "specialist"... and this person was going to "re-rate me". He did and my rates were supposed to come back down to $1400 but with a drop down a notch in coverage.

He sent the new forms for me to sign and return... when I got those, the new rate for LESS COVERAGE was now $3600. I wanted to know why & WTH was going on over there. Nobody there would talk to me. I meant they had my phone number auto marked and it bypassed any live person choices and went straight to voice mail. I called from another number and the person asked for my account number. I gave that and she was typing and then she had a change in her voice and said, I need a moment to pull up your info... dial tone. I waited 10 min and tried again, BUT OH NO, that number was call diverted. So I went shopping once more.

Settled for now with geico and its back to $1200 where I stared.

Now you would think this was all over, BUT IT'S NOT. Because somehow they officially hijacked the accident claim process and was applying my uninsured motorist provision. I actually didn't exactly care because I was no longer their client anyway and a $1500 refund towards my vehicle damage would be nice.

HOWEVER, I am starring at 2 years exactly and no funds yet. I even blogged at twitter on one of their 5 twitter channels. That got them private messaging me with BIG PROMISES. One involved a vice president of customer relations. So far that has not quite even settled it. Maybe their scary computer won't allow it right? Just sayin.

I can say I was directed to a SENIOR OFFICER in the claims division who has supposedly taken over and wants me off their books asap. I am not holding my breath.

One thing of great importance: I recently emailed 2 copies of estimates via pdf documents and got a confirmation email back. It was what that email said that is of note. It had a notice that yes they had received the documents and would be in touch with me soon either by phone and/or email to be looking out in my email for that. AND if within a week I had not heard from them to CHECK MY JUNK MAIL FOLDER FOR ANYTHING LIBERTY MUTUAL OR... SAFECO.

Safeco has always been a 2nd/3rd tier auto insurance giant and it is my guess they merged, but it is my hunch that safeco now controls liberty mutual. EITHER WAY IT'S BAD. Really really bad.

Whether it's all their false propaganda, their creepy computers, their sky jacking your rates, or their other bad relations policies, I would never again attempt business with them outside of legal proceedings. That conclusion comes from a guy who just a few years ago swore by them.

Today I mostly feel like swearing at them.

-kevin thompson