I just moved from Prog to LM back in mid-March as auto insurance was 30% less. (Signed up online) Started RightTrack as well and have a month left with 95 score.
Everything great, my wife and I are playfully stalking the app and making it a video game challenge. I regularly look at the app and have looked at docs in app inbox.
May 4th, we get a letter in the mail (and copied on the app) saying insurance was being cancelled (!) as of mid-June. Reason given was failure to provide proof of our registration for one of the cars. Thing is, they never asked for it?!?!
I called to see what to do and 1st agent said it was a spot audit a week after my policy began and to send in proof to provided email and they'll reinstate but to call back in 2-3days. I did.
Called 2nd agent a few days later. They said they got it and would need to send me to "Resolution Desk" to fix things. RD said, underwriters said they need to reWRITE the policy instead of fixing the existing. Oh, and btw, it will be 50% more with the new quote than we previously were contracted to?!?
Panicked, I explained we never got notified they wanted this or we would have sent it (obviously) and why couldn't they reinstate??? They said that was the underwriters decision (even though we still have a month left before cancel date) and nothing they can do and I can't speak to underwriters. They claimed to send a letter thru USPS but I check that daily and we never received anything. They said they can have a supervisor call me if I'm not happy…I said fine.
A day later, supervisor calls from different area and I explain I was never notified. They said they emailed me a week after my policy started and they didn't know why I was initially told it was mailed out? Who knows? Maybe it went to spam (thanks Yahoo) but not sure, never got anything there either and they didn't put anything into the app, nor called, nor mailed. No secondary try to reach me, just the cancel letter.
Supvr said they have the valid registration and will ask underwriters if they're willing to just take off the cancel and reinstate but they made no promises and who knows if they even initially emailed at all?
Sorry for the long explanation but do I have any recourse??? This is crazy!! I can't verify anything was sent to me, HOW they sent varied from one agent to the next, no followup contact/warnings, but man were they thorough with the cancelation docs. This feels super predatory… Why couldn't they just take the cancel date off and reinstate? This wasn't fraud and my car was shown to be properly registered. Hard to believe they can defend this action to such an extreme and I'm furious that I didn't even know until it was too late.
Unfairly cancelled by LM – Looking for advice
byu/EmpGuillotine inInsurance
Posted by EmpGuillotine
2 Comments
We deal with this from Liberty Mutual somewhat frequently (maybe 1 in 20 policies). I’ve never had underwriting not fix it once they get the necessary documentation.
Now, we write a LOT of Liberty Mutual, and have an assigned senior underwriter to escalate to if things go sideways, so that may be why I never have problems. I feel like your agent should be able to “fix” this for you though.
Who is the registered owner(s) of the car?