Liberty Mutual: Refunds for Incorrect Roof Age Information on Policies?
Our home was constructed in 2016, and we had to replace our roof in 2022 due to hail damage. However, I recently discovered that even though Liberty Mutual approved and paid for the roof replacement, they never updated our policy to reflect the new roof age. As a result, we’ve been paying nearly double our original policy rate for the past year. I only realized this discrepancy when I received my new mortgage statement, which indicated significant escrow shortages due to the mismatch between the predicted and actual insurance rates.
Earlier this week, I switched to a new insurance provider (Progressive), but I decided to reach out to Liberty Mutual again for clarification. The representative I spoke with provided mixed information. They mentioned that they could update our roof age if I submitted a receipt for the work done. However, they also stated that they didn’t think I’d be eligible for a refund for the overcharges from the previous years since it was my responsibility to inform them about the completed roof repair. While the rep noted that someone should have informed me during the claims process, that communication never happened. Nevertheless, she encouraged me to send in the receipt and request a refund.
Has anyone had success in getting a refund in similar situations? This issue has caused our mortgage payment to rise nearly 25%, which is a significant burden for us.
Edit: Thanks for all the feedback—looks like I might be out of luck!
I’m sorry to hear about your experience with Liberty Mutual. It sounds incredibly frustrating, especially with the impact on your mortgage payment. While it’s unfortunate that the representative mentioned you might not be eligible for a refund due to not notifying them, it sounds like you might have a case for an adjustment, given that they approved the claim and paid out for the roof replacement.
Many insurance companies do have protocols for situations like this, and it can vary by provider. The key would be to gather all your documentation, including the claim approval and receipt of the roof work. When you send that to them, make sure to clearly explain your situation and how the failure to update your policy has led to significant financial strain.
In cases like this, persistence is essential. If you hit a wall with customer service, you might consider asking to speak with a supervisor or even reaching out through their official social media channels, as companies tend to be more responsive in public forums.
While many people have faced challenges in obtaining refunds in similar situations, there are also instances where insurance companies have made exceptions. It’s worth a shot, especially since you have documentation to support your claim. Good luck, and I hope you’re able to resolve this and get the relief you need!