Insurance Claim Denial Dispute

Summary

The users vehicle was involved in a hit-and-run accident while being driven by a family member. The insurance company, Liberty Mutual, denied the claim and allegedly mishandled the vehicle, including an odometer rollback. The user was advised to file a complaint with the Connecticut Insurance Department and the Department of Motor Vehicles. The user was also advised to seek legal representation through the Connecticut State Bar Association.

Full Conversation

I have an issue with the insurance company I have a policy insurance and they have to clean even though I'm full coverage after denying my claim because I was not the one driving although it was my family member that lives household and does Aaron's as well as Medical transportation and Medicine pick up for me and because they were hit and ran due to reckless drivers in New Haven Connecticut now denying my claim and it's not on my phone nor the other individual talk even though I have like I said full coverage Collision Etc
Did you list this family member as an authorized driver on your insurance policy?
I did not do to the fact that they only drove the vehicle on various very seldom occasions I eat like Medical reasons and or maybe my doctor appointment if I needed a driver because of the procedure I was going to endure
Did the insurance company provide a specific reason for denying your claim? In general, insurance policies may not cover accidents if the driver isn't listed on the policy.
They said because my daughter which is the family member I was speaking of who as well is basically my p/t caretaker when needed especially now that I'm getting up there age, sad because she was hit in * again another hitting and run driver was in this incident accident not of her fault and video to prove the claim because she was driving those two times they deny my clean but want to raise my insurance almost double
Did you file a police report after the hit and run incidents? It's crucial as it can help in insurance claims. In Connecticut, hit and run is a crime and can lead to severe penalties.
Yes both times in neither one of the accidents was she at fault sadly these reckless drivers evaded responsibility
Did you share the police reports and any other evidence with your insurance company? In Connecticut, such documents can be crucial in disputing a claim denial.
Yes and then they took my car supposedly to have an insurance adjuster examine my vehicle damage took their time communicating back even though I called and kept constant contact to find out what the outcome was they never got back in contact with me before they sent my car from Hartford at the facility they own to a auction place
Did you receive any written communication from the insurance company regarding the denial of your claim or the transfer of your car to the auction place?
Only communication I received from them was after they had the nerve to have my car towed back to my home without even letting me know until the day they were Towing it approximately an hour before the driver was bringing my vehicle that also was not turning on not to mention they did something with my odometer with reading now *,* and some odd miles where it was at $*,* miles IDK what these people did I just know they're trying to scare me
Did you document the condition of your car, including the odometer reading, before it was taken by the insurance company?
yes took pictures as well as the conversation that occur between the insurance company and myself was recorded for the initial claim input as well there's paperwork from my last oil change letting me know when my next Oil Change was to occur and they have the mileage on the paperwork as well that was approximately a few weeks prior to the incident
What steps have you taken since discovering the discrepancy in the odometer reading?

In Connecticut, tampering with an odometer is illegal and can lead to penalties.
I've called a couple of legal services and was told something about go to the town hall I really didn't understand what they meant by that I just been getting run around and it's just making my nerves worse anxiety and depression even way more worse I am so extremely stressed I don't know which way to turn
What specific legal services have you contacted? It's possible they were referring to filing a complaint with your local government or seeking public records.
Can you give me one second while I get the paper please and thank you
Sure, take your time. I'll be here when you're ready.
Thank you I appreciate it
What were the names of the legal services you contacted?
Going to my dining room to find the information
Sure, take your time. I'll be here when you're ready.
New Haven County Associates as well as
What was the response from New Haven County Associates regarding your case?
They gave me a lawyer to call and he said he didn't handle those type of cases
What type of case did the lawyer say he doesn't handle?
I told him exactly what happened how they picked up my vehicle and kept it there and my vehicle came back more damage than when it left and the odometer rolled back even the tow truck driver said to my daughter and myself he doesn't know why the lights and nothing was coming on why the trunk was popped open and why they sent it back like that it's more than likely to tow truck driver that left the insurance company with the vehicle and took it to the auction site I've never heard of this
Did you contact the insurance company about the additional damages and the odometer issue after receiving your vehicle back?
yes I did and they said they would get back in contact with me and they never did even though I left abundance of messages to no result only thing they did was start sending out denial letters and they had granted for me to get a rental even let the rental company know that I was having my car fixed so I was able to get a vehicle supposedly through my insurance after getting the vehicle that's when they denied the claim and I had to come out of pocket with money I did not have and they're just avoiding me besides sending me letters trying to up my insurance payment
What was the reason given by the insurance company for denying your rental car claim?

In general, insurance companies should provide a rental car if it's included in your policy. If they deny it, they should provide a valid reason.
I don't know I just know I had to pay out of pocket and they were supposed to pay a portion and I'm still trying to figure this out I'm just so confused and trying to reach out to someone to help me cuz I'm older and don't know all these laws
What was the name of your insurance company? It's important to know who you're dealing with in order to understand their policies and procedures.
Liberty Mutual sadly I've been with them for quite a few years and you would think as much money I paid out that they would show more courtesy and appreciation
What was the exact reason Liberty Mutual gave for denying your claim?
They said because this was the second accident that my daughter was in the vehicle even though again it was a hit and run and there are evidence and police reports to back up the claim and accident not to mention the accident on July 15th this year a State Trooper was right next to her when the vehicle came up from behind and slammed it to her then they backed up and pulled off unfortunately to State Trooper chase the wrong vehicle I don't know how
Have you considered filing a complaint with the Connecticut Insurance Department about your experience with Liberty Mutual? They regulate insurance companies and can investigate complaints.
I no because I've never been through this that sounds like something that I would definitely have to handle ASAP I don't know about these things like I said but I truly appreciate your kind guidance throughout this process I'm just really afraid
What is your fear about filing a complaint with the Connecticut Insurance Department?

General Information:
- The Connecticut Insurance Department can help resolve disputes with insurance companies.
- Contact details: Connecticut Insurance Department, P.O. Box *, Hartford, CT *-*, Phone: *-*-*.
& no not a fear about the Connecticut insurance department is just about being screwed over with Liberty Mutual not knowing how they could actually do me this way
What specific actions did Liberty Mutual take that made you feel this way?

General Information:
- If you feel wronged, you can file a complaint with the Connecticut Insurance Department. They regulate insurance companies and can investigate complaints.
I'm a very Meek speaker and I speak really soft they are very aggressive and I'm broke not very open with the communication especially since I actually wasn't in the vehicle at the time nor town and I was open and honest and brought it to their attention with the police case number Etc and they just kind of brush me off and stop even returning my calls
Have you considered seeking legal representation to help you communicate with Liberty Mutual and navigate this process?
That's what I thought I was doing when I contacted New Haven County Associates as well as the attorney that they recommended just like I'm chasing my tail in circles
What was the response of the attorney recommended by New Haven County Associates?

General Information:
- If you're not satisfied with your current legal representation, you can seek another attorney.
- New Haven County Bar Association can help you find a lawyer. Contact: (*) *-*.
he didn't take cases like this so basically he didn't know why they recommended him to me
I'm sorry to hear about your experience. Have you considered contacting the Connecticut State Bar Association for a referral to an attorney who specializes in insurance disputes?
I will now that you've given me the number and I truly thank you for that I appreciate it
You're welcome, ****. If you need further assistance, feel free to reach out. Remember, the Connecticut State Bar Association's contact is (*) *-*.
Thank you very much was it also be able to address the illegal part of them rolling back the odometer
Have you reported the odometer rollback to the police or any other authority? In Connecticut, tampering with an odometer is considered a Class A misdemeanor and can lead to fines and/or imprisonment.
Yes I called the police and they wouldn't even take the report they told me to call the New Haven County Associates
What was the response from New Haven County Associates when you reported the odometer issue?

General Information:
- Odometer fraud is a serious crime in Connecticut. You can report it to the Department of Motor Vehicles. Contact: (*) *-*.
I was addressing the damage to my vehicle I had yet to find out about the odometer until the AAA came out to charge my battery because they left my key in the ignition and a light burning in the trunk where my battery is dead and I couldn't even check my dashboard where when it left everything worked and it's funny how the tow truck driver said you better check and see that everything is still in your vehicle that you had before
Did you inform the insurance company about the odometer issue?
Like I said I left messages they are not being very business savvy then just sending letters they're not even responding replying so that's why I'm reaching out to you guys to see what step next should I take
Have you considered filing a complaint about the odometer issue with the Connecticut Department of Motor Vehicles? They handle such matters and can investigate further. Their contact is (*) *-*.
All these issues that I'm addressing right now is basically the first type of positive and in depth answers for me to address I was confused and still was trying to work with the insurance company and was getting nowhere so again that's why I contacted you guys as I looked through the web to try and find legal representation
I understand your frustration. Have you considered filing a complaint with the Connecticut Insurance Department about your experience with Liberty Mutual? They can help resolve disputes with insurance companies. Their contact details are: Connecticut Insurance Department, P.O. Box *, Hartford, CT *-*, Phone: *-*-*.
Now that you have led me in this direction I will take advantage of all of the positive insight and information that you've given me I appreciate it may I ask who I'm speaking with this it's not a problem
I'm a representative of FreeLawChat, here to provide general legal information. I'm glad I could help. Do you have any other questions or concerns?
Not at this moment I truly appreciate the information you give me and I will go forth with that if I need any more help I'll definitely contact this line because you guys are very informative thanks again have a very great and save day thanks again
I'm glad I could assist you, ****. Don't hesitate to reach out if you need more help in the future. Take care and stay safe!