Complaint Review: Liberty Mutual Insurance - Nationwide

Liberty Mutual's insured driver ran a stop sign and totaled my Chevy Suburban on 8/18/2016. Liberty Mutual insured's vehicle was also totalled, however, he walked away without injury.

It was a head on collision sending me and my truck across an oncoming lane of traffic across a ditch and into a wooded area and coming to a stop when my truck hit several trees. My air bag ejected hitting me in the face and forearms.  I was unable to exit the vehichle because of the position of the truck and I am a complete T8 parapelegic, therefore, I was unable due to injuries and the location of the truck get my wheelchair out of the truck and transfer into it. The truck was in the woods in mud and surrounded by trees. 

I had to wait for the Fire Emergency Rescue Squad to get me out on a board and carry me to the ambulance.  I was taken to the emergency room for treatment.

My bodily injury claim was promptly addressed by Glenn Johnson, Medical Claims Specialist and we agreed on settlement and I have received payment.

My issue is with the property damage department, the adjuster, Pierre Cazaubon and his supervisor, Brittany Bright.  To date I have not been compensated for my totalled truck, offered a rental car which would be of no use since my vehicle has to be equipped with hand controls and various other equipment to accomodate me driving as a parapelegic, nor spoken to the adjuster or the supervisor.  Repeated calls to them resulted in reaching voice mail, leaving a message and never receiving a return call.

According to the claims website my claim status is "We are currently investigating your claim to determine fault".  This is ridiculous since not only was their insured cited by the state police for running a stop sign, but also Liberty Mutual paid my bodily injury claim several months ago.  On October 28, 2016 I also received a form letter from Pierre Cazaubon stating the same information and referring to me as Liberty Mutual's insured.  I am not insured by Liberty Mutual.

Monday, October 31 after repeatedly calling the customer service number that is only automated and does not allow you to speak with a living person, I was able to get through to a customer service representative and requested I speak with a supervisor after explaining the situation and she promptly transferred me to the same claim adjuster Pierre Cazaubon and ofcourse I received his voice mail.  I hung up and started the process all over again.  I finally spoke with a CSR, Kelly, who looked up my claim and advised me the that Liberty Mutual accepted responsibility on 9/2/16 and their appraiser completed his appraisal on 9/15/16. She stated she did not know why the letter and website claim status says "under investigation".  She assured me she was sending an email to Pierre Cazaubon's supervisor Brittany Bright, telephone number 1-469-242-7227 and she would promptly respond by 5:00 p.m. Tuesday, 11/1/16.

Today is Thursday, 11/3/16 and I have not received a call nor email from the supervisor or adjuster.  I called Brittany Bright this afternoon and not surprisingly received her voice mail. 

I have made a complaint with the Louisiana Department of Insurance who has advised Liberty Mutual has until 11/14/16 to respond. 

The accident that was not my fault was on 8/18/16.  It is now almost 3 months that I have been without a vehicle equipped to allow me to drive.  I have lost wages in addition to the loss of my vehicle because I can not travel without a vehicle equipped with hand controls,etc to accomodate my disability.  I have to rely on friends and family to drive me where I need to go.

Liberty Mutual did not offier a rental car, in fact, demanded I pay the storage fees at the wrecker yard where the truck was taken.  They clearly know I am unable to drive just any vehicle and I believe they are ignoring my claim in part because of my disability. 

If the department of insurance is unsuccessful in getting Liberty Mutual to pay my claim my only other option is to file suit.  This was not my fault, I am sufferring for it and it will end up costing me money to hire a lawyer.

THIS IS NOT RIGHT!