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.

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.

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.

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.

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.

• 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.

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.

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.

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)

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.

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.

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.

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.

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.

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.

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.

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

You will receive updates on the status 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.

• 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, the car can even be delivered directly to you.
• We will provide an unlimited number of rental day coverage when you choose to have your car repaired at one of our TLC* facilities and use Enterprise Rent-A-Car.
  

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

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.

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.

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.

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.
   

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.

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.

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.

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.

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.

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.

• Protecting yourself and others should be your first priority. Always be careful before entering a damaged building. If your property has sustained serious structural damage or if there are any doubts about its safety, contact local government officials to determine the status of your home before entering.
  
• If possible protect the property from further damage.
  
• Report downed power lines or gas leaks to the utility company and stay away from power lines.
  
• Keep electricity turned off if there is standing water in the house.
  
• Never touch electrical components while standing in water. If your safety appears at risk, leave the premises immediately.
  
• Retain copies of any receipts or expenses related to your claim.

If you do not already have a repair facility picked out we can arrange the repair or replacement service with a local, authorized glass company from our network of more than 10,000 providers. When the repairs are complete, the glass company will bill Liberty Mutual directly. You only need to pay the glass coverage deductible. We guarantee you a quality repair or replacement.

In most cases, you will not need to obtain a written repair estimate. Liberty Mutual will provide a detailed estimate of the damage. If necessary, a Property Loss Specialist will arrange a time at your convenience to visit your home and view the damages.

For your convenience, you can select a contractor from our network of approved contractors. The Contractor Network Referral Program provides a licensed and bonded contractor whose workmanship is guaranteed by us for one year.
If you prefer, you can use a contractor of your choice.

Here are some things to consider when selecting your contractor:

A deductible is the amount of loss you agree to pay yourself when you buy a policy. The coverage limits and deductible may be found on the first page of your Liberty Mutual Policy.

To process a claim for your personal property, a detailed list of damaged or lost items will need to be submitted. If you have previously conducted a home inventory, you have much of this work already completed. In order to assist us with properly identifying and pricing your property, it will be helpful if you can supply any of the following, if available, for each item:

• receipts
• photographs
• value or replacement costs
• age of item
• serial and model numbers
• manufacturer's name
• evidence supporting your ownership

If you are not able to compile all the above information, please use your best effort to provide as much information as is reasonably possible. If the cause of loss or damage to your property was the result of burglary, theft, or a malicious act, you will need to report the loss to the police.
All damaged items you are making a claim for should be retained until an agreement is reached or you are instructed by your adjuster to discard the damaged items.

If necessary, a Property Loss Specialist will arrange a time at your convenience to visit your home and view the damage.

You should keep your damaged property until your Property Loss Specialist has visited your home or given you instructions to discard.

If you need help finding a contractor, our Claim Handler will offer you information on Liberty Mutual's Contractor Network Referral Program (CNRP), which is a network of approved repair vendors. If chosen, the CNRP will eliminate the need for you to search for a contractor or get a repair estimate.

You are under no obligation to use a CNRP contractor. If you choose to have repairs performed by a contractor who is not a member of our network, however, Liberty Mutual will not guarantee their work.

Your safety is our main concern, so never enter standing water to access a breaker box to turn off the power or any area where live electrical service is exposed to water. Have the source of the water turned off and repaired to avoid further damage to your property. If possible, move any furniture, draperies or other personal property to a dry area or elevate out of the water, and use fans to begin drying. Keep your receipts for any service or repairs. Your Claim Handler will offer you further information on emergency services and water extraction procedures.

Your Claim Handler will offer you information on our personal property replacement program through our vendor*, which can offer direct home shipment of replaced articles.

*Services provided through Insurers World, Canton, MA. This program is not available in all states.

If necessary, Liberty Mutual can assist you in locating temporary housing and offer you an advance payment for immediate assistance with clothing, meals or other additional living expenses. Your Claim Handler will advise you of your policy coverage for additional living expenses.

Liberty Mutual has a Centralized Catastrophe Unit which is available to immediately respond to areas that have been impacted by storms. Additional personnel and equipment can be deployed to your area to ensure that each claim is resolved as quickly as possible.

While offering emergency services to families whose homes may be unlivable will be a top priority, the responsiveness of our Centralized Catastrophe Unit and our local claims offices will enable us to respond to all claims with every resource available, both small and large.

Liberty Mutual is committed to making the claims process quick and convenient. We will contact you promptly to provide details about our claims handling and to arrange for any necessary inspections. Throughout the course of your claim, you'll receive status reports to keep you updated on our progress. The most important thing that you can do to help us resolve your claim quickly, is to complete and return required paperwork to us as soon as possible. If you have any questions throughout the process, please contact your Claim Handler.