Made a claim for auto glass , they made an appointment . Company never came called Liberty Mutual no appointment was ever made. Now I have another 3 days before I can a replacement again. They couldn't help me at all and asked me to call around for an appointment .. getting this fixed then shopping for another Insurance company.Lousy customer service. read more

I have been dealing with Liberty Mutual since March 2012 regarding my short term disability claim due to working at Beth Israel Deaconess Medical Center. The consultant/medical expert (Frisso Potts, MD) they used to review my Epilepsy case has been retired from taking neurology patients for years. The level of customer service was beyond disgusting. I was repeatedly hung up on. They repeatedly explain why I have to follow their deadline for filing an appeal after I never received a denial letter... which I repeatedly have told them. Do not waste your time with the appeals division, specifically COURTNEY FRASIER, HEATHER HEINS or SUE LaPIERRE. They are able to overturn denials yet they don't because that would require compassion?!? I was diagnosed with Juvenile Myoclonic Epilepsy in 1999. My seizures were mostly under control until the summer of 2011. I worked at BIDMC since January 2009. In the summer of 2011, the medication that I had been taking for about 10 years (Depakote) suddenly stopped working and I had seizures for about 1 week straight. I applied for FMLA and was out of work until the end of September 2011. I had switched medication from Depakote to Zonegram during my time off work, but as the end of my FMLA got closer (in September 2011), I knew I would need to return to work despite my epilepsy meds not being completely in check (in terms of side effects). So, I returned to work with restrictions (no overtime, etc) but due to my job being as demanding as it was (Program Coordinator of the Bone Marrow Transplant program at BIDMC), I tried to get the restrictions lifted but was only able to do so months later. After returning to work in 2011, I received a short term disability check for my absence. In March of 2012, the side effects of the new medication (Zonegram) became unbearable. A common side effect of Depakote is weight gain and a common side effect of Zonegram is weight loss. The combination of switching from one extreme to the other killed my appetite and on March 8, 2012 I was physically no longer able to eat or function at work. I tried eating and immediately threw up bile (as I had no food in my stomach) in a trash can in my office. Liberty Mutual claims they sent me multiple denial letters in 2012, which I never received prior to the flash drive in February 2013. I repeatedly called Liberty Mutual in 2012 to check on the status and was told over the phone that I was denied but with no explanation. Call after call, same discussion with my disability claims case manager, Karen Drapeau. Karen was impatient, rude, provided incorrect information about what was received and the appeal process, refused to answer direct questions about what documents may help or were needed/received. And when she couldn't handle me being upset on the phone, she would hang up on me. When I called, she was rarely at her desk and when I requested to speak to her manager or supervisor, they were never available - but over the year I was given many supervisors names (Amy Haas, Joanne Lahey, Sheila Benton, etc). I don't know how much turnover they have (can understand why - I would never work here), but it was rare to call and speak with one person who actually knew what they were talking about while also being aware of my claim. After seeing how incapable Karen was, I asked Liberty Mutual that everything that had been sent to them and whatever they supposedly sent me be forwarded immediately to me for my review via certified mail because it obviously contained my private medical information. Matching their current level of service, they mailed a flash drive of my medical notes/records via UPS with a tracking number but it required no signature. It was left in the lobby of my multi-unit apartment building. If anyone had found that prior to me, they could have followed the 1 page directions which was the only other item enclosed... "Enter password, which is the first two initials of the claimant's first name followed by date of birth in the format MMDDYYYY". Because it was addressed to me, anyone with Internet access could easily have gained access to my personal medical information that Liberty Mutual only has due to me signing a release. This as a huge potential HIPPA violation, which I brought to each manager's attention when speaking to them in April 2013 and everyone said "that simply is not our policy". If the company wasn't so cheap and mailed private medical information properly (certified with signature required), then I wouldn't be accusing them of NEGLIGENCE, but this company clearly cuts corners and denies customers of disability money they are legally entitled to. After I received this flash drive, I saw several documents for the first time (letters back and forth between my neurologist and Liberty Mutual's "objective expert" Frisso Potts, MD). Liberty Mutual told me many times that they never received any information from my providers - don't trust them! read more