• Remain calm.  Do not argue.
  • Move your vehicle out of harm's way and turn off the ignition.
  • Make sure everyone is OK - call for medical assistance if necessary.
  • Contact the police.  By reporting the accident to the police and filing a report, you will help protect yourself from potential liability claims and legal action.
  • Exchange the following information with involved parties: (in some areas, police officers at the scene may restrict contact between parties)
    • name
    • addresses
    • license numbers
    • insurance company information
    • Note weather and road conditions
    • Record the names and telephone numbers of any witnesses
    • Call us or fill out the form above immediately to report the accident

Reporting the Accident

Reporting the claim to our call center is the first step in the claims process. Please call 1-800-. A Customer Service representative will ask you questions regarding what happened in the accident:

1. People involved

2. Vehicle Damages

3. Injuries

4. Witness and police report information.

The Customer Service representative will then explain next steps and give you a claim number and the phone number of the claims team that will be personally handling your claim. During this phone call, Liberty Mutual will offer you services such as:1. Vehicle Inspection of Damages (Estimate/Appraisal) 2. Rental Reservation (if you have rental coverage). 3. Towing Assistance to a shop 4. Payment Options

Your Collision or Comprehensive Loss

Once your claim has been reported, a Liberty Mutual Customer Claims Team is assigned to work directly with you on your auto physical damage claim and answer any questions.  They are available to walk you through our claims process.  They will be able to assist you with:
  • Coverage/Deductible questions
  • Rental options.  (Even if you do not have rental coverage they can still help you secure a competitive rental rate with a preferred agency.)
  • Additional assistance scheduling an appraisal - if needed.
  • Repair options
  • Payment options, including "Direction to Pay", when Liberty Mutual issues a direct payment to the body shop.

Appraisal and Repair of Your Vehicle

Your Selected Repair Shop
A Liberty Mutual Auto Damage Appraiser (ADA) will inspect your vehicle at a location that is most convenient for you and will provide you with a copy of the estimate.  The shop of your choice would then repair your car working off of the Liberty Mutual estimate.  If the shop is not a TLC (Total Liberty Care) or SSP (in Massachusetts only), the shop will be responsible for the warranty of their work.

Liberty Mutual Drive In
If your vehicle is drivable and it is convenient for you, you may have your appraisal completed by a Liberty Mutual Auto Damage Appraiser at a Liberty Mutual Drive In facility.  This service is not available in all locations. 

Network Shops
If the shop you choose for repairs is in our network, we will review the shop's estimate for approval of payment.  However the work performed by these shops will not be backed by Liberty Mutual's Lifetime Warranty.

Supplemental Repair Process

A repairer may uncover additional damage during the repair or disassembly process that could not be seen by the appraiser during the initial inspection. When underlying damage from this accident is identified, a supplemental repair estimate is necessary.

  • Your repair facility will notify Liberty Mutual of any additional damages to determine if an additional inspection is necessary.
  • Supplemental estimates created by the Total Liberty Care (TLC) shop can be approved without the need for additional inspection by a Liberty Mutual Auto Damage Appraiser. This usually speeds up the timing of repairs.

Payment of Your Claim

Once the appraisal is completed, the Customer Claims Representative will review the appraisal and make a payment on your behalf.  There are several payment options available.  These will depend on whether or not you have a lien holder or whether you prefer that we pay your shop directly.

If Liberty Mutual pays the shop directly, we can guarantee that you can pick up your vehicle when the repairs are complete.

Rental Car Information

To help serve your rental needs Liberty Mutual has entered into a business relationship with Enterprise Rent a Car.  Your Customer Claims Representative will coordinate with them on your behalf to help you with your rental needs.  Although they are not the only rental company you can use, we have negotiated preferred rates with them and can also accept direct billing up to your available coverage.  We have an Enterprise Rent a Car representative in each Liberty Mutual Auto Physical Damage claims office to assist with your rental needs.

Total Loss Claims Process

What is a Total Loss? 
  • In some cases a vehicle may have sustained damage where the cost to repair exceeds state thresholds.   
    (This can vary state to state).  The vehicle is then considered a "Total Loss".  For these claims a Liberty Mutual Total Loss Customer Claims Representative will work with you as quickly as possible to get your claim resolved.
  • A total loss would also occur if your vehicle were stolen and not recovered.

How much will Liberty Mutual pay you if your vehicle is a Total Loss?

  • Liberty Mutual uses an independent company that will determine your vehicle's market value by geographic region if it is considered a Total Loss.  This value is determined by the current market value for your car before the accident. 
    (This is based on the book value, sale value, and the pre-accident condition of your car). You will receive a copy of the market valuation once it is complete.   We want you to be fully informed of the facts that were considered in the valuation.  
    Liberty Mutual will then reimburse you the market value amount of your car plus the appropriate sales tax minus your deductible.
Example for Total Loss:

 
Your Vehicles market value:
   $12,000

5% Sales Tax
 $600

Your Deductible:
- $500

Payment for your Vehicle: 
 $12,100


Example for Repairable Vehicle:
 

 
Your Vehicles market value: 
 $12,000

Estimate of Damage
$3,500 

Your Deductible:
 - $500 

Payment for Damage:
$3,000 

  • If you have purchased a replacement cost endorsement, valuation will be for a vehicle of the same year, make and model. The requirements for this endorsement for most vehicles would be:
  1. One year or less in age, 
  2. Not previously titled, and with 
  3. Less than 15,000 miles. 

  • There are different endorsements for certain manufacturers.  Your Customer Claims Representative will review this with you.

What if you still owe money on your loan?

  • Your Total Loss Customer Claims Representative will deal directly with your bank to pay them up to the market value towards your loan.  Any balance above this would be sent to you directly.   Your deductible would apply.
  • If the market value is below your loan value you will be responsible for the loan balance. 
  • You may also have purchased a Gap Endorsement, which would cover the difference between the market value and your loan value, less your deductible.

What happens to your car after it is declared a Total Loss?

  • After resolving your claim for the total loss, Liberty Mutual will take possession of your vehicle in most cases.  
    (This is referred to as salvage.)  Liberty Mutual will take care of the paperwork and title issues as required by the salvage laws.
  • We can offer you assistance in locating another vehicle.
  • Your Customer Claims Representative will communicate with the sales department at Liberty Mutual at the conclusion of your total loss claim.  The Sales department will transfer your coverages onto your next vehicle or remove the vehicle from your policy.

Massachusetts Total Loss "Better Car Replacement"

  • Better Car Replacement is an extension of the New Car Replacement program.  Liberty Mutual will pay you the money to buy a car one model year newer with 15000 fewer miles if your car is totaled.
  • For example – if you have a 2006 model year car that was totaled, we will replace it with a 2007 model year car with 15,000 fewer miles.

What Happens If You Are Not At Fault?

If you are not at fault and have reported or filed a claim with us, your Customer Claims Team will confirm with the other insurance company whether or not they have accepted 100% responsibility for your claim.  If the other insurance company has accepted responsibility at 100% and you choose to pursue your claim through them, we will close your file.

However, because of comparative negligence laws* varying in different states, you may wish to pursue your auto claim directly with us to ensure you are compensated fully for your related damage less your deductible.  (*Comparative negligence is considered when two or more parties failed to perform at a "reasonable standard".  A member of your claims team can help you with the comparative negligence laws in your state.)

Deductible Reimbursement

Depending on the comparative negligence law in the state of the accident, Liberty Mutual may be able to recover all or part of the damages on your claim, including your deductible.   This is called subrogation.

If there is reimbursement potential, the subrogation department will keep you informed of the status, including how much of your deductible they were able to recover, and then issue a check to you.

Communication

Your Customer Claims representative is part of a customer service team.  Anyone on the team will be able to assist you.  If you provide us with your email address, you will also receive email notifications for each step of the claim to keep you informed.  The emails also provide you with frequently asked questions and answers as well as the contact information for your Customer Claims Representative.

Liability Claims

  • Whether you believe you are at fault or not, you may have a liability claim made against you by other person(s) or entities involved in the accident.
  • A Claims team that specializes in liability claims will be assigned to handle the claim being made against your policy, by another person or organization.  If someone has reported a claim against you before you have reported the accident to us, the Customer Claims representative will try to reach you by phone.  If they are unable to contact you directly they will send you a letter seeking contact and possibly send a claims field specialist to your home to confirm the facts with you.
  • The Customer Claims Representative will investigate the accident to determine fault and how much you would be held responsible.
  • Liability laws vary from state to state so different conditions apply as to when an individual can pursue a claim against you.  If the individuals are alleging injury, then a bodily injury claims specialist will be assigned to handle those claims.  Liberty Mutual will work to protect you by paying for claims that you are legally responsible for in terms of property damage caused directly by the accident.


Legal Assistance
If a law suit is filed against you, and you have coverage for the accident, Liberty Mutual will provide you with legal defense of a covered claim until your policy limits are reached.  This does not include legal defense for any civil traffic ticket or criminal matter.