Liberty Mutual slow-rolled a straightforward property claim for 14 months and i finally have proof in writing it was intentional

Posting this because i want it documented somewhere public. December 2024 a pipe burst in our second floor bathroom while we were on vacation in Tampa. Water ran for an estimated 9 hours before our smart leak sensor finally caught it (turned out the battery had gone weak, separate issue). Damage was significant: ceiling collapse in the kitchen below, hardwood floors gone, drywall on two floors, contents loss in storage area.

Liberty Mutual acknowledged the claim within 48 hours. Then nothing happened for 6 weeks. When i called every adjuster was either "out of the office" or "no longer assigned to your claim." Got reassigned 4 times in the first 4 months. Each new adjuster wanted everything resubmitted. Each one had no record of prior communications.

By month 8 we were living in a rental, paying out of pocket for repairs that couldnt wait, and ive personally fronted about $46,000 against an eventual settlement. Filed a complaint with the Georgia DOI in month 9. Suddenly things started moving.

Here is the kicker. We requested the complete claim file last month as part of a bad faith complaint our attorney filed. Buried in the internal notes there is a memo from a supervisor dated February 2025 that explicitly says, and im paraphrasing because i dont want to quote it word for word, that the claim should be "managed" toward a structured settlement at a number below the policy limits because the insureds "demonstrated capacity to absorb interim costs based on credit profile." They literally pulled credit and decided to delay because i could afford to wait. Our lawyer says this is some of the cleanest bad faith documentation he has seen in 15 years.

Anyway, the case is now headed to litigation under Georgia 33-4-6. Wanted to share because the playbook is real and if your claim feels like its being slow-rolled for no reason, request the file in writing and start documenting everything yourself.