Document G6vRRpMbdOVD2rE7zo0945bbr

-$$B OaltXaadrSA . Gordon A. Laoay Gloveland Hovwfcer 20, 1973 Claims Handling Ssrvieas West Coast i fete restmod your letter of October 17th in vhioh you fclve to what you define as poor handling by the liberty office servicing Oakland and San Leandro. In your past communications to us on the Brownlee case, you have mentioned several times, incidents which you considered to be "poor service'1 on the part of Liberty's servicing our account. We have specific reference to the Brownlee case and one or two others. As;, to the specifics of the case, there are some events in con- ,, ' junction with the claim which because of its nature, were inponder' ble. : Y 1 will, however, ask J. Kull to respond to you directly on tie Bromlsa eas to set forth the issues, probable list.Llity, ami appropriate hand ling to be ;iven the claim by Liberty. Of more crncern to us, however, is the remark you made in.the last para graph of tie first page of your letter in which you express some concern that the service of our account "will continue to flounder until liberty Mutual stabilises our account representative". We must be obviously ex tremely concerned with any problems involving a Liberty Mutual district office responsible for a substantial amount of our claim service. We have had several very serious and costly* claims handled by the Liberty office in the past eighteen months. agree with you chat ue should have the very best efforts of Liberty Claima neoi'le in handling those cases which represent significant liability to the Cora;jany. . Par6Lcularlv, we should have confidence in their outside Legal Counsel.) In the past, where problems have existed, it has boon our practice t visit toe location with a Division Jervicc Representative of Liberty, where we could have an extended mooting with yourself and the Claims Manager of tie District Office to frame out what we expect in the vny of "standard operating practices" from the Liberty. We have had pro blems in libb:'ooro, Detroit and Ligin in the past, however, a kind of "Summit meeting" has usually been effective in crystallising the problems and a frank discussion of adjustments necessary has led to a smooth flow of service to our account. ' I offer this to you as m opportunity to perhaps strengthen oar claims handling for the Oakland and Gan Lusndro blanfea. If you feel such a meeting might be helpful and beneficial in having full rapport with Liberty, X would like to hear fro you. IJ: i. , L; . ;i Redacted RMtim ft.- J. MtifttS N40588 0007-SWP-005504020 CONFIDENTIAL