Adam Finocchio

It's been 4 years since I got my first policy with Liberty Mutual and I have moved across the country and Adam still takes my calls and answers my questions directing me to who can help quote me on new policies in my state when I've needed. Above and beyond customer service.

Adam helped me get a few quotes earlier last year, which was a pleasant experience. He was responsive and very helpful. I didn't end up going with Liberty Mutual at the time since they were more expensive. However, I was recently shopping around for new quotes when I was contacted by one of Adam's sales associates. They got me good quotes and right as I wanted to purchase an auto + umbrella, they went silent and never got back to me on the umbrella, despite my telling them I had a hard deadline to cancel my old policies. I'm going to end up just purchasing the policies directly from Liberty Mutual, which is fine and honestly even easier than working with Adam's sales guy. Early on he also kept talking to me about life insurance when I was really clear that I just wanted to run home, auto, and umbrella quotes. Really weird -- seems like they don't want my business even after doing most of the work to get me customized quotes.

Adam, I am so incredibly disappointed in the change of your service. Three years ago, I wrote you a well-deserved 5-star review on Google upon your asking. You had been my agent for years & were always attentive, responsive & gave incredible customer service. A little over a year ago, you noticed the review & responded “Thank you”, which blew me away because your service drastically dropped and you and your assistant never responded to emails, called me back or helped with getting ahead of renewal premiums so we could figure out what insurance would be best since Liberty is notorious for teaser rates then bumping rates drastically at renewals. You never even noticed that I moved to another agent the year before. Instead of changing my review, I just deleted it because I felt it was best to let it go. Prior to moving agents, I gave you multiple opportunities to call me back, respond to texts and emails and no one in your office ever did so it was understood that my business didn’t matter so I quietly left. Incidentally, from 2013 to 2021 that totaled $38,000. Not the biggest client, but not the smallest either. My final update as to why I think it was necessary to post this review. In 2020, my daughter had off campus housing that required renters’ insurance. As a loyal Adam customer, I contacted you to add a renter’s policy to our bundled policies which you added to MY policy account with my daughter’s name as the insured. You never called my adult daughter to confirm, because it was put on my policies, & because I was a co-signer on the rental unit this is how it was done. 3 years later, on 10/23/23 I emailed you & asked you to please cancel the renter’s policy effective 11/06/23 prior to the next prem pmt. I said please & thanks, but no response from you. On Friday 11/3 I received an email from Liberty – the policy is still connected to my address, email & phone – requesting a payment. The policy was not cancelled. I called Liberty directly to cancel it & they refused because it was in my daughter’s name, even though it was under my account. You sure didn’t have a problem adding it to our account in her name though. Liberty the goliath they are, then threatened to send the unpaid amount of a whopping $37 (Annual $125) to collections even though I informed them that a request to cancel was sent to you on 10/23. The monthly premium being $12 – so basically gouging 3 months in premium payments for a cancelled policy that the agent doesn’t respond to complete. The liberty agent then confirmed you were still the agent on record so I emailed you again, then called & left you a message that we needed the policy cancelled per my email on 10/23. I mentioned I was disappointed in how you & your assistant no longer responded, which is why I went to another broker. Later that day still no response, I sent you a text & asked you to please call my daughter to confirm cancellation. You never contacted her either. As of now, the only way to cancel the policy is to get my daughter, while really sick, to call in to Liberty. WHY HAVE AN AGENT THEN? JUST GO STRAIGHT TO THE INSURANCE COMPANY. Tonight 11/6, daughter calls Liberty & has to pay the $37 to cancel. Adam, I have always treated you with respect, appreciated your service & remained loyal to you up until we became just another number on your client list. Had you responded to the renter’s policy & assisted my daughter, I would have been – oh there’s the Adam I remember. But instead, it just reconfirmed my feelings of being left roadside. If you decide to go with Adam – in the beginning the customer service is second to none. Then after a few years, you’re just a number that is forgotten and you’re lucky to get returned emails or calls when you have questions. They won’t even know if you left and went to another company, that’s how much they care.