PCTG Consumer Complaint Report Record ID#: 1494982577

Customer is a claimant against Liberty Mutual insured. Customer stated to Ms. Massey, the file handler, that he wanted to receive the payment from Liberty Mutual and not have an open shop assignment sent to us, as Ms. Massey wanted to do. He requested a field inspection. Despite his request an open shop assignment was sent to us, but we did not accept it due to our customer's wishes. I spoke with Ms. Massey at 8:20 AM, yesterday, May 31, at which time she stated to me that our customer's vehicle was drivable and that photos she had did not show any significant damage. I then explained to her that I personally inspected the damage, and that one of the reasons I wanted a field inspection is precisely because the damage did not reproduce well in photos. She advised me that she is a licensed PA appraiser and that she "knows the law", and that she was not going to set up a filed inspection. I tried to explain to her that the fact of the vehicle being drivable and the fact that photos do not clearly show a lot of damage are irrelevant, and that the consumer is not obligated to accept a photo estimate, but she refused to discuss the matter and hung up on me as I was making a request to speak with her supervisor. The relevant paragraph in the appraisers act is: (c) An appraiser may prepare a repair estimate obtained by personal inspection or by photographs, videos or telephonic means. An appraiser may not require the submission of photographs or videos in order to obtain an appraisal. An appraiser, or an insurer as part of the appraisal process, shall disclose to the owner of the vehicle that there is no requirement to submit photographs or videos in order to obtain an appraisal. ((c) amended Apr. 14, 2016, P.L.79, No.13) This complaint is against Liberty Mutual and also against the specific appraiser who violated the act. Thank you.