Complaints
This profile includes complaints for Liberty Mutual Group's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,569 total complaints in the last 3 years.
- 772 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:06/24/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My house was hit with 2"-4" hail in July of 2024. Since the storm I have presented Safco with evidence of the Damage to different parts of the property. SafeCo disagreed with some of the Damages and asked for a letter from a Professional Stainer Showing that the Damage on the deck was from Hail. I provided the letter to them from the Staining Company showing the Warranty on the Deck is voided because it was damaged by hail. Safeco still refuses to cover the Deck even though it is part of my policy, and was covered when it got hit by Hail 2 years before this event. ****** is also refusing to pay for all the labor hours to replace my shed because they think it could have been done in less time. I took the Day off of work and watched the contractors work diligently to get the shed done as soon as possible. My contractor properly documented all of the hours that went into the shed, and Safeco still refuses to Pay for all the labor. ****** has also refused to approve the labor and money needed to fix my other shed and get it back to preloss condition. Throughout the whole process ****** has asked for different documents, pictures of proff, and for the estimates to be wrote a certain way. When my contractor and I have provided what they ask for they then refuse to adjust the claim to cover the work. I have coverage in my policy to get back to preloss condition. I have tried to settle this myself and they refuse to update the claim any further. They have also ignored my contractor and myself several times throughout the processes. Safe responds that they think my contractor is charging to much, and said it can be done for less. I do not think SafeCo is acting in Good faith or treating me fairly. They have asked me to Pay for a good portion of the repairs from the hail when I have the coverage for these damages. Since they are refusing to go any further with my claim, I am looking for help to negotiate getting the money needed to pay my contractor.
Business Response
Date: 06/26/2025
We are in
receipt of the complaint for the customer referenced below and welcome the
opportunity to respond to our customer's inquiry. A detailed response will be
communicated directly to the consumer by email.Initial Complaint
Date:06/24/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I submitted a claim for an accident. The part at fault insurance company is state auto. Apparently they mail out a check to my partners mothers house who lives in another city in the month of April. My car has a lien holder which mean I pay a car note. My car went into the shop in may. When I went to pick up my car I found out a check was made out to my partner who has no connection to my car. He is not on my registration or my insurance. I was told my ******* ****** that they as in state auto do not have to very any information they can send a check to whoever they. Want. I am currently out of a vehicle because they decided to mail a check to Waco when all of my information for my car has my name and my address in **************************. All I am asking for is for them to send the check to the auto shop so I can pick up my car. I am in the process of seeking legal action. I spoke to my insurance company who is unable to help me because state auto said they will take care of everything but by sending a check that I was unaware of now i am paying a car not and car insurance for a vehicle i do not have. This is leaving me to pay over ****** a week to get to and from work. Which is not in my budget because I have a car that is being held do to an error.Business Response
Date: 07/01/2025
We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on 7/1/25 by email.
Sincerely,
The ******************** Team, Liberty Mutual GroupCustomer Answer
Date: 07/01/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Initial Complaint
Date:06/23/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The problem I'm having with this company is they do not respond to emails and every time you call nobody answers the phone 90% of the time the few times they do answer they say they'll call you back and they don't or the person you need to talk to is unavailable. It's been well over 70 days since I put in a claim I was not at fault and all they do is keep emailing them back what they need I promptly respond within minutes if not hours on what they need and they reply back days or weeks later now they just stopped responding.All I'm trying to get now is the settlement check so I can send to the gap insurance and they disappeared after that haven't received a settlement check yet.This is the worst insurance company I've ever had to deal with even some cheaper companies have done better than *******'s like they want to collect money but when it's time to pay out they take their precious time and then they always try to reply as if they trying to resolve the issue you can resolve the issue by sending the settlement check and having somebody to talk to that's in the office that's not always taking vacations like the person that I keep being in contact with she's always on vacation why have her in the office then (*****) and then when you call the phone it always says the team is unavailable leave a message she don't return the calls and then you leave an email she respond a week later if she responds at all.Business Response
Date: 06/25/2025
We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on June 25, 2025, via email.
Sincerely,
The ******************** Team, Liberty Mutual GroupCustomer Answer
Date: 07/04/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,****
Initial Complaint
Date:06/23/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been having numerous issues with liberty mutual and raising my premiums constantly, and I told them I was canceling my auto insurance, Icanceled this policy on May 1, 2025 and I went with State farm, I let them know this, and they are still harassing me, theysay they want proof that I have auto insurance and they cannot cancel my policy until this time, this makes no sense. I dont have to proveanything to them. I have an auto loan and I have to have auto insurance so it is not like I dont have auto insurance. I want more to do with this company and I want them to stop harassing me and trying to charge me for coverage that I have canceled.Business Response
Date: 06/24/2025
Thank you for your inquiry received on 06.24.2025 by our ******************** Team. Please note that we are in receipt of the customer's Department of ********************** complaint and are addressing their concerns directly with the Department.
Sincerely,
The ******************** Team, Liberty Mutual GroupCustomer Answer
Date: 06/30/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
I sent them several messages that I have new auto insurance, not sure why they keep harrassing me? I even sent my new coverage to DIFS, and Liberty will still not stop bugging me! They over charged me for months! I want nothing else to do with them!
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
Business Response
Date: 07/02/2025
We are in receipt of the additional rebuttal from the consumer referenced below. There is no new information presented for consideration and our prior response to the consumer advises that we will be in contact with the **** Please close your file.
Sincerely,
The ******************** Team
Liberty Mutual GroupCustomer Answer
Date: 07/07/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
They continue to harrass me for a payment. I can choose any company I want for auto insurance, I dont owe them an explanation at all. Stop harrassing me, I have new auto insurance! Good bye!
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
Initial Complaint
Date:06/23/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am permanently disabled, my case has been settled in court, were as liberty mutual is required to take care of my medical needs as result of injuries suffered at work, My pain management ** requested a home evaluation over a year ago, we just received after fighting tooth and nail for this report, it was denied to me and my ** *** requested the home evaluation, the have refused to do the additional surgerys request, they have denied me medical treatment and medical equipment needed to treat my condition. I have numerous emails set to them were they either never responded or say yes were looking at it, then six months later still no help. Since my case is settled law, liberty is required to do these tasks, no attorney will take the case because its settled law, and I was instructed t fill another complaint to try and get action.Business Response
Date: 06/25/2025
We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on June 25, 2025, by email.
Sincerely,
The Presidential Service Team, Liberty Mutual GroupCustomer Answer
Date: 06/25/2025
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # 23505748. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Palmer
Initial Complaint
Date:06/22/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Back in April I initially had an accident with one of Liberty Mutuals policy holders and I filed a claim with them to get my car fixed. I called and spoke with Ms. ********* ******. She filed my claim and I never heard back from her. I had to continue to reach out to her and I was finally given some information from my own insurance company when they said that they had to wait until May 7 until they could file any paperwork or do anything in regards to my claim because they had not heard from their policy holder. Once May 7 came I reached out to Ms. ****** and she said that Liberty Mutual would assume all respond for my repairs and rental responsibilities. We set up the shop I would do my car off at and the rental location. So I dropped my car off on May 14 and picked the car up on the same day. When I went to pick the rental up they expressed to me that they did not have anything within the price range that Liberty Mutual would pay for and I reached out to Ms. ****** and she expressed that if I paid out of pocket I would receive my money back. So I did just that. I sent her the initial rental agreement multiple times and have called in regards to the rental but have yet to receive any calls, emails, text messages or anythings from Ms. ****** or Liberty Mutual about my refund.Business Response
Date: 06/26/2025
We
are in receipt of the complaint for the customer referenced below and welcome
the opportunity to respond to our customer's inquiry. A detailed response has
been communicated directly to the consumer on June 26, 2025, by email
Sincerely,
The
Presidential Service Team, Liberty Mutual GroupInitial Complaint
Date:06/20/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I requested to cancel my Safeco auto insurance policy in January 2025 through a ******-affiliated agent, after switching to a new insurance provider. Despite my written cancellation request, the agent did not respond or process the cancellation. Since then, I have received billing notices and was charged for coverage I did not authorize, did not use, and was never notified about. I never agreed to renew the policy. This has caused unnecessary financial loss and stress. During this time, I was involved in an accident, and my new insurer handled the entire claim. If Safecos policy was indeed still active, they failed to fulfill any coverage responsibilities. This situation has caused unnecessary financial loss and stress. I request the immediate cancellation of the policy, a full refund of any charges made after January 2025, and a written explanation from Safeco Insurance. I would also like to ensure that no negative impact is made on my credit or insurance history due to this issue.Business Response
Date: 06/27/2025
We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on June 27, 2025, by email.
Sincerely,
The ******************** Team, Liberty Mutual GroupInitial Complaint
Date:06/20/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
A driver struck my unoccupied vehicle and left a note. When I contacted them, they initially asked to settle the matter privately without involving insurance. I obtained multiple repair estimates, all above $2,000. Upon learning the extent of the damage, the driver decided to go through their insurance with *******Given that my car is older and I did not want to be without it for several weeks, I chose to pursue compensation for the diminished value of the vehicle rather than completing the repair. ****** responded with an offer of approximately $978significantly lower than all of the quotes I had received.I requested that ****** obtain an additional estimate from one of their approved repair shops to validate whether their offer or my quotes were more accurate, but they refusedeven after I submitted all my documentation. For over a year, I have been given the runaround, with no one at ****** willing to investigate or acknowledge the evidence Ive provided.This conduct appears to reflect an unfair business practice and a failure to handle a legitimate claim in good faith.Business Response
Date: 06/26/2025
We are in
receipt of the complaint for the consumer referenced below and welcome the
opportunity to respond. A detailed response has been communicated directly to
the consumer on June 26, 2025, by email.Sincerely,
The
Presidential Service Team, Liberty Mutual GroupInitial Complaint
Date:06/20/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We have attempted to cancel (meaning do not renew) my homeowners policy as of July 1, 2025 Number H3V29153108340.1. The first attempt dealing directly with Liberty incorrectly cancelled it at June 1st not July 1st.2. The second attempt I was told to contact Geico. After receiving an email from you that I would be getting a refund on my policy of $526, I realized that you probably cancelled the policy in error one month in advance - as the policy would end on July 1st. Geico then said, they would fix the problem and activate coverage for only one month of June. Further, I would be receiving a bill for the error of your company cancelling the policy one month in advance in the amount of $526.00. At this point I have not received the bill. Please send it, and I will pay it promptly.3. On June 17, I received a letter from **************** stating that I had no coverage as of June 1, 2025. I called ****************, and they now have it clear that I had coverage for June. They also stated that they had paid my new annual coverage with my new homeowner's insurance policy. They also said that you had requested payment for an annual coverage. Even though on the above two separate occasions, I had informed you that I did not wish to continue with your company. (your policy beyond incredibly noncompetitive).4. Today I called Geico, they said the policy was not to be renewed. However, your website shows the opposite. Please cancel (do not renew) the policy as of July 1, 2025 as originally instructed. This is the fourth request. Do not attempt to **** ***** Fargo as I no longer want your services.Business Response
Date: 06/27/2025
We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry. A detailed response has been communicated directly to the consumer on June 27, 2025, by email.
Sincerely,
The Presidential Service Team, Liberty Mutual Group
Initial Complaint
Date:06/19/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
12-25-23 my basement flooded due to a frozen pipe. It took a year to start reconstruction. My basement was FINALLY completed 01-31-25. However, my contractor has not been paid ANYTHING! And I have outstanding invoices also. My home owner's insurance is with Safeco/Liberty Mutual. I waited to file a compliant hoping ****** would pay the contractor and myself like they said they would. I am beyond frustrated with this company!! I have had at least 15 adjuster's on this claim. They have been sent invoices, supplements and pictures multiple times. And then say they don't have any record of it. THIS HAPPENED 18 MONTHS AGOBusiness Response
Date: 06/23/2025
We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry. A detailed response has been communicated directly to the
consumer on June 23, 2025, by email.
Sincerely,
The Presidential Service Team, Liberty Mutual Group
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.