Liberty Mutual Insurance

Colby Johnson _{on Google}

Apr 4th, 2022

Filed a claim after an accident, claims rep failed to return phone calls, emails and notify me she was going on vacation, finally got ahold of someone else and they said someone would call me back and give better communication via email, they were just as bad as my original claims adviser.
This company has terrible communication, and understanding for people's situations.

Donna Piper _{on Google}

May 24th, 2020

I ask a question and he fixed the issue.

Chris S _{on Google}

Sep 17th, 2021

My review is based on Liberty Mutual claims as a whole, not the Colchester Office specifically. My adjuster was based out of White Plains NY.
I had some water damage in July 2021 and reported the claim on a rental property in between tenants. The adjuster told me they would be sending out a water specialist to assess and repair, but ended up sending a third party adjuster, who denied the claim. I caught that third party adjuster giving out false info, the claim was then accepted based on photos and evidence from the damage.
Liberty never sent the water specialist.
I called a local mitigation and repair facility after another two weeks. They submitted costs to Liberty and we waited. During that time, Liberty sent a check for way less than the estimated costs and closed my claim indicating that is what they considered usual and customary without ever stepping foot in the house to see the damage.
Fast forward, we are now in Oct, I am losing rent as I cannot rent out the house without the repair. Liberty has noted they cannot pay me lost rental income as they closed the claim. I asked about the remaining difference in the cost to repair, the adjuster didn't open the emails from Sept estimate. The adjuster then cut another check towards the mitigation. So.. now he knows he didn't pay enough for the damage mitigation and that I cannot rent the property due to the damage, so it isn't fixed, but I can't get my rental covered.
The repair is ongoing. The restoration company I hired won't finish the repair until the Insurer agrees to the cost. I am in limbo. November is next week and I will have to try and rent the property during a VT winter.
I did find out that they do not use their own dedicated adjusters, so this guy works for a few different companies. Either way, this reflects on Liberty for handling it this way.
Not impressed.