Liberty Mutual Insurance review: Surety bond not paid as promised

American Home Shield AHS refused to honor our warranty claim. Contract # [protected] Work Order #: [protected]. We specifically asked before purchasing if our refrigerator would be covered and when AHS said "yes" we paid extra for this appliance. When it needed repair (during the original term) the claim was denied so I asked for either a) it be repaired as was promised or b) that we receive our insurance payment refunded. We got no response.

LIBERTY MUTUAL INSURANCE
We disputed the claim and were informed that "[for Georgia residents]...the performance of this Contract is guaranteed by a surety bond written by Liberty Mutual Insurance Company. If sixty(60) days have passed since a claim has been filed for which AHS has not paid or refunded the consideration paid for the Contract, the Contract holder is entitled to make a direct claim against Liberty Mutual Insurance Company at 3 Valley Square, 512 Township Line Road, Suite 350, Blue Bell, PA 19422" So, we made a claim to Liberty Mutual.

03-17-2020 4:07PM spoke with Emma. I called to ask if the warranty is covered by a surety bond written by Liberty Mutual Insurance. "You are correct" [about making a claim to Liberty Mutual]. Called Liberty Mutual [protected]-1001 spoke to Janelle (Bond dept) "need bond number" 03-17-2020 5:11 PM spoke with Francisco and asked for the bond number. He gave me a work order #[protected]. I informed him this was incorrect and that I needed a surety bond number.

April 1, 2020 Spoke with Mans. I asked for the surety bond for Liberty Mutual. He said he would transfer me to the (Property Dept.?) and said, "we do not have Liberty Mutual insurance" I asked for the transcript of the conversation and he abruptly transferred me to Cody (sales). Cody gave me the authorization dept. number [protected], #3, #3. On hold for 45 minutes and no one picked up. "all of our associates are busy assisting other customers. Please continue to hold." Finally, spoke with Tom. He said he would speak with call center supervisor, Erica Whitmore, about the surety bond and would hopefully return a call today or tomorrow. [protected]. No one called back.

Called Liberty Mutual again - [protected] and got the Bond #[protected]. Sent an email to [protected]@libertymutual.com

April 3, 2020 Mailed information to Liberty Mutual Insurance Company at 3 Valley Square, 512 Township Line Rd, Suite 350, Blue Bell, PA 19422. Left voice message at [protected]. I have not heard from anyone

Sept 10, 2020. Called and left messages again and again ignored.