Liberty Mutual Insurance
Corporate arrogance and customer as enemy

Liberty Mutual quoted me a figure for auto insurance that seemed very reasonable. As is typical procedure, they investigated my driving record. I had two moving violations years ago which, their representative said, would not affect the rate. I went ahead with the policy.

About a month later, I received a letter advising me the rate had been increased $120, due to an "equipment violation" (overdue inspection sticker). Yes, this was true, but it occurred in another state, and in that state it carried no points. On the other hand, in my new state where I was seeking the insurance, two points are levied. I never heard of such a thing, and indeed it did not show on the driving record search. Curiously, Liberty Mutual later "discovered" this infraction and as such had to adjust my premium.

A few things really bothered me about this: 1) Why didn't it show on the original search? 2) Why was I being held responsible for an obvious failure of this company to properly screen applicants to the extent that they can provide accurate quotes? 3) Why didn't they have any creative solution to the problem that could have resulted in keeping me as a customer? I wrangled with their customer service bulldogs to no avail. I asked to speak to some senior personnel and was referred to a "presidential review board" who just punted the complaint back to the original representative.

This is not a lot of money, but I expect a quote to be honored. Their original representative told me it would be. I felt particularly incensed by their rendering completely irrelevant my flawless driving record (no accidents/never cost an insurance company a dime) and good credit rating in over 40 years. Worse yet, upon my declaring I'd be cancelling the policy when the next payment was due, they suggested I might think twice about that as an early cancellation surcharge would be implemented! But, "understanding" my plight they later stated they'd waive the surcharge.

I found their behavior utterly arrogant and after I got out from under these people swore I'd never have anything to do with them again.

Company: Liberty Mutual Insurance
Country: USA
State: Massachusetts
City: Northampton
Site: auto-insurance.libertymutual.com

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