Your Auto Claim
Frequently Asked Questions

What kinds of parts will be used to repair my vehicle?

What is Liberty Mutual’s direct repair program?

Will this impact the amount of my premium?

Getting your vehicle appraised and repaired.

What is the difference between Collision and Comprehensive coverage for my automobile?

How will the payment be made?

What is a deductible?

What should I do if my repair shop finds additional damage not shown on my estimate?

What happens if my car cannot be repaired and it is declared a total loss?

What do I do if I need a rental car?

Do I need additional insurance for my rental car?

What will happen if additional payments are made on this claim?

What should I do if I have a future problem with the repairs made to my vehicle?

How do I make changes to my auto policy (coverage limits, deductible amounts, rental coverage, etc.)?

What is the warranty for repairs completed by a Total Liberty Care (TLC) facility?

How Does the Recovery Process Work?

How long does this process take?

When will my deductible be reimbursed?

Will I be reimbursed for my Out of Pocket Expenses?

When will I receive updates on my claim?

Is there anything I can do to help in the Recovery process?

What does total loss mean?

What is actual cash value?

Why was recovery unsuccessful?

If I chose to pursue my deductible on my own can Liberty Mutual provide any assistance?



Glossary of terms


Frequently Asked Questions

What kinds of parts will be used to repair my vehicle?

Your estimate will be prepared using original manufacturer parts for all sheet metal body parts, such as fenders, doors, and hoods. The TLC facility or Liberty Mutual appraiser can answer any additional questions you may have about the specific parts that have been included on the appraisal*

*(Due to state regulations, other than OEM parts may be used to repair your car in Massachusetts)

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Total Liberty Care - Liberty Mutual’s direct repair program
For your convenience, you can have your car appraised and repaired at one of our Total Liberty Care (TLC)* facilities. Each is dedicated to providing our customers with the highest quality repairs and services by offering:

  • Appointments scheduled at your convenience
  • Professional staff members who will walk you through the collision repair process
  • An immediate written estimate
  • Liberty Mutual’s Limited Lifetime Warranty on the repairs for as long as you own the vehicle
  • Direct payment for the repairs from Liberty Mutual to the TLC facility
  • Certified mechanics on staff
  • Cleaning your vehicle when the repairs are complete

If your vehicle is appraised at a TLC facility you are under no obligation to have the repairs done there. Just bring the estimate with you to the repair facility of your choice.

We strive to provide the best possible claims service to our customers. In fact, in a recent industry study, Liberty Mutual ranked in the top three for collision claims satisfaction and number one in terms of body shop facilities. Your claims representative can direct you to the closest TLC facility.
*Due to state regulations, TLC facilities are not available in Massachusetts.

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Now that I have had an accident, will my insurance premium increase?

We consider many factors when determining your rates, such as type of vehicle and driving history. Our sales representatives can work with you to ensure you are getting the best possible rate with all applicable discounts.

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Getting your vehicle appraised and repaired

We will work with your schedule to appraise your vehicle at a convenient time. Depending on your schedule this could even be within 24 hours.

  • For your convenience, you can have your car appraised and repaired at one of our Total Liberty Care (TLC)* facilities. You will receive an immediate written estimate. If your vehicle is appraised at a TLC facility, you are under no obligation to have the repairs done there. Just bring the estimate with you to the repair facility of your choice.
  • If you choose not to have your car appraised at one of our TLC facilities, a Liberty Mutual appraiser will appraise your vehicle and provide you with a written repair estimate and, in most cases, a check for the estimate less your deductible at the time of your appointment. You can then take the estimate to the repair facility of your choice.

*Due to state regulations, TLC facilities are not available in Massachusetts.

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What is the difference between Collision and Comprehensive coverage for my automobile?
  • Collision Insurance

  • Collision insurance laws may vary by state, but generally, this insurance covers a loss to the insured's vehicle caused by its impact with another vehicle or object.

  • Comprehensive Coverage

  • Comprehensive insurance laws may vary by state, but generally, this insurance protects against any loss or damage to an automobile except those caused by collision or by upset; for example, glass replacement, towing and labor coverage, or coverage against fire or theft.

 

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How will the payment be made?

Repairable Vehicles
If you authorize direct payment, Liberty Mutual will pay the TLC*, or repair facility of your choice, the amount of the damage estimate less your deductible. Otherwise, a check will be issued payable to you, and any lien holder if applicable, less your deductible. You would then be required to pay the shop once the work is complete.

*Due to state regulations, TLC facilities are not available in Massachusetts.

Non-Repairable Vehicles
Payment can involve the named insured (you), a lien holder (bank) or another party who may have a financial interest in your vehicle. Your Customer Claims Representative will discuss the payment procedure in more detail once we have all the information necessary to settle and pay your claim.



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What is a deductible?

The amount of a claim that the policyholder has agreed to pay. This amount is deducted from a claims payment.

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What should I do if my repair shop finds additional damage not shown on my estimate?

If your repair facility finds other damage they should contact Liberty Mutual for authorization. Do not authorize the additional repairs. Liberty Mutual will issue a supplemental estimate and check.



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What happens if my car cannot be repaired and is declared a total loss?

If your vehicle is not repairable, a total loss specialist will promptly determine its fair market value and even assist you in locating your next vehicle.

New Car Replacement Program*
If your new vehicle is declared a total loss, we will replace it with no depreciation charged. This program is available to you if your car is less than one year old, has less than 15,000 miles, and was not previously owned.

*This program is not available in all states

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What do I do if I need a rental car?

Repairable Vehicles

  • If you added rental coverage to your policy, your Liberty Mutual claims representative can assist you in obtaining a rental car through Enterprise Rent-a-Car while your vehicle is being repaired.Frequently, Enterprise can pick you up if you are unable to travel to their facility.
  • We will provide an unlimited number of rental day coverage when you choose to have your car repaired at one of our Total Liberty Care (TLC)* facilities and use Enterprise Rent-A-Car**.

*Due to state regulations, TLC facilities are not available in Massachusetts.
**This unlimited rental coverage may not yet be available in all states. Check with your Claims Representative for more information.

Non-Repairable Vehicles

  • If you have rental coverage on your policy, we will pay a limited number of days for the rental. Typically, rental coverage will be provided until a settlement offer has been extended, provided that the days allowed on the policy have not already been exhausted.
  • Your claims representative will provide a full explanation of the coverage available and any limitations that apply.

 

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Do I need additional insurance for my rental car?

While you are driving a rental car, you are afforded the same collision, comprehensive, liability coverage, and deductible amounts that you have on the vehicle for which the rental car is substituting. Your rental car company may offer, at an additional cost to you, "Loss Damage Waiver" (LDW) coverage, which is designed to pay all or a portion of your insurance deductible should you have a loss with the rental car. If you are comfortable with the potential of paying your deductible should you have a loss with the rental car then you may opt to not purchase this additional LDW coverage. If the rental company has any questions, we will gladly provide them with answers for you.

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What will happen if additional payments are made on this claim?

If additional payments are necessary for this claim, you will receive an email from us describing this new activity. The email will include the same level of detail as the other payment update emails you have received on this claim.


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What should I do if I have a future problem with the repairs made to my vehicle?

If you are having a problem with the repairs, you should contact the repair facility that completed the work and discuss the issue. If the repairs were completed at a Total Liberty Care facility and you need some additional assistance, you can also contact a Liberty Mutual representative by email or phone.

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How do I make changes to my auto policy (coverage limits, deductible amounts, rental coverage, etc.)?

It is important to review your policies at various times to ensure that you have the proper coverage for yourself, your auto and your home. Please contact your Sales Representative or Agent to review your current coverage and deductible options and how any changes will affect your policy premium.


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What is the warranty for repairs completed by a Total Liberty Care (TLC) facility?

Liberty Mutual holds our TLC shops to the highest standards. Each facility is dedicated to providing the highest-quality repairs and services. In fact, we are so confident of their quality that we offer a Limited Lifetime Warranty on the repairs for as long as you own the vehicle.

Terms and Exclusions

1. Damage caused by normal wear and tear, improper maintenance or unreasonable use is not covered.

2. Liberty Mutual will either repair or replace any defective work of the Total Liberty Care Authorized Repair Facility.

3. Salvage mechanical parts specified in Liberty Mutual's appraisal that are used in the repair are covered from one year from the date your vehicle is returned to you or 12,000 miles, which ever occurs first.

4. No other terms or conditions apply to this warranty.

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How Does the Recovery Process Work?

When an insurance company pays for a loss caused by another person, the insurance company then has the right to recover the money paid from the party that was legally at fault for the loss. This typically includes money paid for property damage, medical expenses, and rental expenses.

You will be reimbursed the appropriate percentage of your deductible based on the amount recovered. For example, if we are able to recover 100% of the money paid on your behalf, you will be reimbursed 100% of your deductible. If we recover 75%, you will be reimbursed 75% of your deductible.

At Liberty Mutual, the recovery process is handled by a department called the Subrogation Department.

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How long does this process take?

Recovery time can vary due to many different factors in the process. Many claims involve another insured party and, if their carrier agrees with the accident facts, the recovery time typically takes between 45-60 days. Please keep in mind that the other party's insurance carrier will want to conduct their own investigation of the facts before they will discuss the liability of their insured.

While the process usually takes between 45-60 days, it can take months longer depending on the recovery process and method chosen. Subrogation claims may be resolved via inter-insurance company arbitration, court action, or through a collection agency.

    1. Because Liberty Mutual is a member of inter-company arbitration, if the other party is an insurance company, which is also a member, both companies are required to resolve any dispute through inter-company arbitration. Arbitration is a process by which the two companies present their position to a neutral third party (the arbitrator) for resolution. The decision made by the arbitrator is final and binding on Liberty Mutual. However, you have the right to seek legal remedy against any party you believe to be responsible for your loss.

    2. If the other party is uninsured or an insurance company which is not a member of inter-company arbitration, Liberty Mutual may consider pursuing the claim in court. The decision will be based on the value of the claim and potential outcome of litigation. Pursuing the claim in court may affect your deductible recovery due to attorney fees and expenses, and may add several weeks or months to the recovery process.

    3. In situations where Liberty Mutual will not pursue litigation, or in cases where litigation has resulted in a judgment in our favor and the other party still has not paid, we may refer the claim to a collection company to pursue the recovery process on our behalf.

In the event that one of the parties agrees to settle with us but is uninsured and unable to make the full payment at one time, we may allow them to pay off the balance over a reasonable period of time. If we do agree to an installment payment arrangement, we will reimburse the amount of your deductible owed to you in a single payment, once this amount is fully collected from the responsible party. As our customer, your portion of the recovery will be paid first, before Liberty Mutual is reimbursed.

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When will my deductible be reimbursed?

We will reimburse you for the amount of your deductible owed upon a verbal agreement with the other insurance carrier or at the time we receive an arbitrated resolution for the other insurance carrier to pay. Otherwise, payment will be made to you at the time the funds are actually received by Liberty Mutual from the responsible party.

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Will I be reimbursed for my Out of Pocket Expenses?

Liberty Mutual only has the right to recover money paid on your behalf for those losses/expenses that are actually covered by your policy. If you have incurred additional expenses which were not covered by your policy, you have the right to seek legal remedy against any party you believe to be responsible for your loss, but Liberty Mutual has no right to pursue those expenses on your behalf.

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When will I receive updates on my claim?

You will receive updates on the status of your claim within 30 days of this email. We will also advise you periodically on the status of your claim. These updates will be via U.S. mail or telephone.

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Is there anything I can do to help in the Recovery process?

Your full cooperation is needed throughout the Recovery process to achieve a prompt and efficient reimbursement on your claim. If you receive any information from the other party or their insurance company, please notify Liberty Mutual.

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What does total loss mean?

A vehicle is considered to be a total loss when the cost to repair the damage meets or exceeds the actual cash value of the vehicle. In making a total loss determination, we may also need to consider state-mandated total loss thresholds, manufacturer guidelines, or safety concerns when making the final determination.

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What is actual cash value?

The actual cash value, or ACV, represents the selling price of the insured vehicle in the current marketplace (including both dealerships and private owners) if the purchaser was paying with cash under normal negotiations involved in buying a vehicle.

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Why was recovery unsuccessful?

Unfortunately, the recovery process was unsuccessful due to one of the following reasons:

  • The uninsured responsible party had no assets to pursue.

  • Liberty Mutual was not successful in the Arbitration process.

  • Based on the state negligence laws and the facts of the loss, we have concluded that the possibility of recovery does not exist.Return to top



If I chose to pursue my deductible on my own can Liberty Mutual provide any assistance?

We will be happy to provide you a copy of the police report, your vehicles damage photos, and repair appraisals when these documents are available. Please contact us if you would like to receive these documents.

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