I am contacting you regarding a neverending situation that was created by an agent when she neglected to process and use the mailing address and phone number that I had provided her with for notification purposes which was that of the nursing home that I was in for just about a year and used another address and phone number for that purpose instead. As a result, I never received important notifications regarding my insurance coverage which eventually led to cancellation of my policy, unbeknownst to me. I found out by surprise one day as I was driving along, minding my own business, on May 20, 2010 shortly after I was discharged from the nursing home having just picked up a prescription from my pulmonologist. I was arrested and my vehicle was impounded because my registration was suspended on March 27, 2010 during the period of time in which I was being released from the nursing home to try to live my new life in the community as a disabled person. My license also became suspended due to this error shortly thereafter.
I proceeded to immediately contact any individuals with the Liberty Mutual Insurance Company who could assist me by correcting this grave error that one agent had created. I came across numerous employees who either showed no concern regarding this mess that a company member had started or else claimed to not have any authority. One employee in particular was Amber Moss who most recently tried to transfer the blame from the incompetent agent whose failure to document the appropriate mailing address of c/o Fielston Lodge Care Center, 666 Kappock Street, Bronx, New York 10543 as well as the phone for same to me because I gave the money for my installment payments to an individual to drop off for me at the agent's office although the deliveries never took place. Yet, once again, that arrangement would have been discontinued after the first failed delivery if I was properly notified at the designated mailing address where no notification was received or at the nursing home phone number at which no messages were left with my social worker before the money I lost amounted to more than $1,000.
Thankfully, at one point, Dawn Estes became involved and corrected the number of vehicles on the policy and arranged for it to be reinstated. I paid the $504 amount that was requested in order to activate the reinstatement. She also indicated that once the remaining balance was calculated, while taking into consideration the loss of time and money, inconvenience, and embarrassssment that were due to the original agent's incompetence, it would then be divided into installment payments in the company's attempt to work with me. Again, if it wasn't for Dawn's voicemail to me in September of 2010 indicating that the correction paperwork had been sent out to me a week and a half before I would not have found out that anything was sent to me as the company representatives continued to send paperwork to the wrong mailing address instead of the one that I furnished as if we were going in circles with everything. There was no reason to continue sending correspondence to an address that was already clearly established many times over as not being a mailing address.
Once the renewal was generated, the same mailing issues took place. There was no reason whatsoever to continue sending correspondence to an address that had already clearly been established many times over as not being a mailing address. Please not that, to date, I never received a copy of my renewal policy in the mail.
Now that I thought we were finally getting back on track, and I was about to make payment on my renewal policy, I come to find out that the company is expecting a lump sum payment of all things for the balance of the old policy which sickeningly I was barely able to make use of due to Alyssa's negligence and the time wasted before corrective measures began. On top of everything else, I was now not being allowed to make payment on my renewal policy. I am appalled at the fact that no arrangements were made to break down the balance of the previous coverage into payments as Dawn indicated that it would be and somehow be blended in with the renewal installments and outraged by the way Amber Moss is trying to deflect from the severity of the agent's mistake. As in the past I had to once again contact Elizabeth Bauersox (Extension 2342) regarding Amber's rude, crude, and utterly obnoxious behavior which included her trying to block me out of the conversation despite the fact that I had said "Excuse me" multiple times in a row several times to which she neglected to respond, I had to once again make a complaint regarding her complete disregard for the client. I reached out to a supervisor named Eileen and Anthony Montero in your office who I hope has delivered the telephone message that I left with him for you. I made sure that my request was on the company's recording so that you could review it for yourself. Likewise, I would like for you to review the conversation that I had with Amber. Obviously, according to Eileen and Anthony, Amber is in charge of the company as I was told by both parties that what Amber says goes and that there is no one above her that I must deal with her even after her tirade and suffer from more of her abusive antics. Through this all, I wonder if you were ever informed by anyone in your company that all of this chaos has taken place and continues to remain unchanged since the Fall of 2009.
I have worked in the insurance industry myself, which I have learned from the ground up, for 12 years before the accident that changed my life. I know that this is not the way that a smoothly running insurance business operates. In my own experience, our company would never allow mistakes of this magnitude to go unresolved and such continuously disgusting behavior towards a client would be punishable by dismissal. With the satisfaction of the client being our sole focus, the supervisor would at least mandate that employee to complete or repeat a customer service training program and put that employee on notice.
Thus I am reaching out to you in hopes that you will put an end to this monstrous ordeal by correcting all the mistakes that have been made and are still being made. I greatly appreciate your time and attention with regards to this matter as I firmly believe that you are the only one that could put a stop to this vicious cycle which will then allow my relationship with your company to move forward as it should. A perfect example of such a relationship is seen in the experience of a friend of mine who is also a Liberty Mutual customer. She spoke with me about a similar experience that she had with your company which took quite some time to resolve and as it had eventually been resolved she stayed with your company and remains a loyal customer after 10 years. Hopefully, this situation can also finally be resolved and I will be able to state the same.
You may contact me at AmbitiousBlondeLady@yahoo.com or 914-774-6278.
Sincerely,
A Very Concerned Customer
Michelle DiBerardino
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