PCTG Consumer Complaint Report Record ID#: 1363807844

I inspected the loss vehicle for the above-referenced claim and prepared an estimate on 08-08-2017. Our customer needed to have her insurance company prepare an initial estimate so she can have her vehicle repaired at our facility. She was asked to bring it to Thomas Chevrolet, a Liberty Mutual DRP, for the inspection. She went there on 08-08-2017 and Mike Kelly, a PA licensed appraiser, prepared the estimate of record for Liberty Mutual in the gross amount of $2,812.89. Ms. Kaminstein called me today and said that she was contacted by Michael Purcell of Liberty Mutual saying that he audited Mike Kelly's estimate of record and made a negative supplement in the amount of $763.68, bringing the gross amount of the claim to $2,049.21. I reviewed the desk-written supplement and found it to be grossly deficient and inaccurate and did not adhere to the guidelines of the PA Appraisers Act. Mr. Purcell did not inspect the loss vehicle in person, but merely reviewed Mike Kelly's estimate and photos from another state and made numerous changes in judgment times and items needed to repair the loss vehicle correctly and safely. In addition, the vehicle was hit in the right rear wheel, necessitating the wheel replacement, and Mr. Purcell took the 4 wheel alignment off, which is a safety issue. Liberty Mutual is not properly indemnifying their insured by the arbitrary and inaccurate actions of Michael Purcell. Once an estimate of record is generated the insurance company is estopped from making changes in any fashion other than a personal inspection unless the customer or body shop representative requests a supplement and agrees to allow the insurance company to use photos to generate that supplement. This complaint highlights just one example of the need to rescind the changes to the PA Appraisers Act that allow the preparation of estimates in any manner other than a personal inspection.