1 out of 5
I paid my bundled home and auto insurance in full in for one year. Earlier this year, I argued with a dysfunctional Liberty Mutual about my homeowner’s insurance. Liberty tried to bill me second a time for home owners insurance when bill is paid through my mortgage escrow account.
Now we argued about my auto insurance. I only pay for what I need. I am sick and tired of waiting on the telephone forever, no contact via email, navigating a dumb lame website, or missing-in-action non-problem insurance agents.
Lame TV commercials and a big bird does not make for adequate customer service. At Liberty Mutual real “insurance agents” are actually subcontractors, not employees, who work on commission from home offices and will dump you after the sale is over---never to render future service. Any policy service is rendered by out-of-state corporate call centers broken into disconnected parts staffed by poorly trained scripted personnel (AI assisted) who are not empowered to solve problems but rather dispense stiff generic bureaucratic solutions that serve the corporation not the consumer.
Understand this dismemberment of local customer service, and just-in-time marginal service is a preparation and a transition to over sea’s foreign customer service where wages are lower making for greater profits. Many of us have already encountered this foreign experience in other parts of the economy. Modern technology allows for corporate customer call centers to be located out-of-state or overseas. Corporations are too greedy to hire locally.
Most importantly Liberty Mutual makes serious billing-accounting mistakes implementing insurance agreements (like doubling billing). No communication between their different parts! Home knows not what auto is doing, knows not what claims is doing! They will also attempt to keep your credit card number on file for auto-billing. An unprofessional, irresponsible, dysfunction operation!
I grow weary of marginal telephone service, dumb answering machine bots, temperamental websites, or missing-in-action, non-problem solving, make pretend insurance agents.
At their lame dysfunction offices, maintaining personal relationships with clients is lost in a by-gone era. These make pretend agents (actually sellers of stuff on commission) are incapable-unable to provide useful informative or policy changes by phone or letter to their so-called clients who to Mutual Liberal are actually just another trick to make a buck.
Most importantly Liberty Mutual makes mistakes implementing your insurance agreement, especially in the billing area, even if paid in full for the year on your home/auto bundle… no communication between their different parts; home does not know what auto is doing! An unprofessional, irresponsible, dysfunction operation!
I am sick and tired of marginal telephone service, navigating a dumb lame website, or missing-in-action non-problem insurance agents. You get a corporate letter with an out-of-state telephone number to a call center where you are to wait (10-20-? minutes, or you get disconnected, or you hang-up due to frustration) before you can talk to a poorly trained staff person who is unable to solve problems.
Customer Be Damned,