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

In Massachusetts your estimate will be prepared using both original manufactured parts and non original manufactured sheet metal parts. Non original manufactured sheet metal parts are certified by CAPA (Certified Automotive Parts Association) and Liberty Mutual guarantees these sheet metal parts for as long as you own your car. The Liberty Mutual appraiser can answer any additional questions you may have about the specific parts that have been included on the appraisal.

What is Liberty Mutual’s Superior Service Program (SSP)?

* Appointments scheduled at your convenience
* A professional staff member who will walk you through the collision repair process
* An appointment for a Liberty Mutual licensed appraiser to complete an appraisal and provide you with a copy.
* Liberty Mutual’s Limited Lifetime Warranty on the repairs for as long as you own the vehicle
* To accept direct payment for the repairs from Liberty Mutual
* A staff of certified mechanics
* To clean your vehicle when the repairs are complete

Please contact your sales representative.

We will work with your schedule to appraise your vehicle at a convenient time. If your car is drivable we can appraise it at one of our convenient drive in locations, SSP shops or any shop of your choice.

• For your convenience, you can have your car repaired at one of our Superior Service Program (SSP) facilities.


• Regardless of whether you choose to have your car repaired at one of our SSP facilities the following will apply:



• A Liberty Mutual appraiser will appraise your vehicle and provide you with a written repair estimate


• You can take the estimate to the repair facility of your choice.

• 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.

How will the payment be made?

Repairable Vehicles
If you authorize direct payment, Liberty Mutual will pay your repair facility 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 the amount of your deductible once the work is complete. If you have the Deductible Waiver endorsement and its requirements are met, your deductible would be waived. Please see “What is a Deductible” for additional information on deductibles.

Total Loss Vehicles
Payment can involve the named insured(s) (“you” as defined in the policy), 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.

What is a deductible?

The amount of a claim that the policyholder has agreed to pay. This amount is deducted from your claim payment. The Massachusetts Auto policy provides for a deductible that applies to all claims. However, if you purchase the Waiver of Deductible endorsement, it allows your deductible to be waived under certain specific situations and conditions.
These conditions include:

1. Your auto was parked and struck by another auto owned by an identified person
2. Your auto was struck in the rear by another auto moving in the same directions and owned by an identified person.
3. The operator of the other vehicle was convicted of any of the following violations:

a. Operating under influence of alcohol, marijuana or a narcotic drug
b. Driving the wrong way on a one-way street
c. Operating at an excessive speed
d. Any similar violation of any similar law of another state in which the accident occurs.
* However, we will not pay if the operator of the auto covered under this Part was also convicted of one of the violations.
4. You are entitled to recover in court against an identified person for some reason other than those listed above.

The first appraisal done on your vehicle is for visible damage only. It is common for additional damage to be found once the repair facility begins the repairs. If your repair facility finds other damage they should contact Liberty Mutual for a supplemental appraisal. Do not authorize any additional repairs. Liberty Mutual will write a supplemental estimate and issue an additional check.

If your vehicle is not repairable, a total loss specialist will promptly determine its fair market value. You will be paid this amount minus any applicable deductible amount on your policy.

What do I do if I need a rental car?

Repairable Vehicles

* If you have rental coverage on 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 days for rental coverage for as long as it takes to repair your vehicle, when you choose to have your car repaired at one of our Superior Service Program (SSP)* facilities and contact us to arrange for your substitute vehicle. However, purchased daily dollar limits and car rental agency restrictions still apply.

* If you have rental coverage on your policy, we will pay a limited number of days not to exceed the 30 day policy limit and not exceeding the maximum daily rate in your policy 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.

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, "CDW – Collision Damage Waiver" (CDW) 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 not to purchase this additional CDW coverage. If the rental company has any questions, we will gladly provide them with answers for you.

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 SSP (Superior Service Program) facility or referral shop?

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 Superior Service Shop 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.

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. Pursing 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.

When will my deductible be reimbursed?

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.

When will I receive updates on my claim?

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.

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.

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.

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.

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.