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:06/19/2025
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.
I had called to cancel my Safeco Insurance policy's and when I called I said I wanted to cancel prior to the next billing cycle that way I would not pay any premiumns or fees and just have a clean start to my next insurance. I get a bill in the Mail for ***** stating that this is for the coverage they provided up until the date of cancellation. So I called to get this taken care of, first gal I spoke to was very nice helped and got me in the right department. Then the next gal was extremely rude kept talking over me instead of listening. And when I ask for a supervisor, she said she couldn't transfer me but would pass my information along. Which I know there is always a supervisor or someone higher to speak with. She kept belittling me and refusing to help. So i asked to just be transferred to someone else even in a different department as I did not want to deal with her anymore. I asked for her Name and employee number, she said She didn't have an employee number. So I asked again for her name, She then said have a good day and left. Didn't hang up the call but I'm pretty sure she muted me or put me on hold. I called back to try to speak with someone and have now been on hold for a very long time. This is ridiculous and unprofessional, I called to cancel my policy and ensured I would not owe anything at the time of cancelation just to get billed later? NO this is not okay at all to mislead people like this and have horrible customer service!!! I will make sure no one in my family uses Safeco and we all cancel and transfer
Business Response
Date: 06/23/2025
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 23, 2025, by email.
Sincerely,
The Presidential
Service Team
Liberty Mutual GroupInitial Complaint
Date:06/17/2025
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 was wrongly charged for a minor on my plan that doesnt live with me nor will ever drive my car. Their reasoning was they sent a letter in the mail asking to verify if we wanted them on and since we didnt say no they put her on anyway. I was able to remove her but still was required to pay for something I never wantedBusiness 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 GroupCustomer Answer
Date: 06/24/2025
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.
Having sent a letter in the mail, this day and age, is unacceptable reasoning to proceed with basically charging me with a service I wont ever need. ***** ******** doesnt and will never live in my household. This is, in my opinion an attempt of thievery. You have lost a customer and will be given nothing less than terrible review to family and friends.
[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,Rion
Business Response
Date: 06/27/2025
While we understand that the consumer disagrees with our position on this matter, they have not provided any additional/new information in their rebuttal. At this time, our position remains the same and we would ask that you close this file.Customer 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.
I have yet to be told what new information is needed to move forward. I was told the matter is simultaneously closed and opened to change with new information. The representative for liberty has only been on the defensive, providing no actual effort to resolve my issue.
[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,Rion
Initial Complaint
Date:06/17/2025
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 filing a formal complaint against my auto insurance provider due to a series of unresolved issues that are now seriously affecting my financial well-being and access to necessary *********** policy was tampered with by a third partywithout my authorization, resulting in my account being deactivated without any notice to me. I was never informed that my policy had lapsed until I discovered it myself and contacted the company. Although I was eventually able to get the policy reinstated, the insurance company failed to adjust my billing cycle or correct the amount due to reflect the lapse and reinstatement timeline.Since then, they have continued to bill me for an incorrect amount that is significantly higher than what I originally agreed to. Ive made multiple efforts to resolve this by calling and requesting to speak with a supervisor, but no one has followed up or taken responsibility to fix the problem. Despite turning off my auto-pay due to the disputed charges, the company still attempted to deduct nearly $400 from my bank accountwithout authorizationcausing my account to go negative and leaving me with additional overdraft fees.Even after this, the company is now attempting to charge me even more on my bill, adding further fees instead of correcting the original mistake. This situation has become financially overwhelming and is jeopardizing my ability to maintain the car insurance I need to legally drive and stay protected. I am being penalized for a situation that was caused by the companys own failure to safeguard my account and respond in a timely and fair manner.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:06/17/2025
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.
Filed a claim with Safeco insurance for storm damage of our roof. They denied on basis that we had previous damage ( that we couldnt see) and that even though there was new damage they would not cover. We have tried to dispute the denial and they have not responded to several emails, calls and texts.Business Response
Date: 06/24/2025
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 24, 2025, by email.Sincerely,
The
Presidential Service Team, Liberty Mutual GroupInitial Complaint
Date:06/17/2025
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.
All insurances provide care for both a fee-for-service an managed care basics, safe or insurers performance numbers so that they are effect to small businesses my company numbers have been changed and my formal operations and the arrangements of these with customers has commonly assist and regularly operated normal due to their customers an stages to sustain direction.Business Response
Date: 06/24/2025
We are in receipt of the complaint for the consumer
referenced below and welcome the opportunity to respond. We were unable to locate a specific policy and/or claim with the limited information provided. We attempted to contact the consumer on June 18th, by phone to gather more information. To date, we have no received contact back from the consumer.Sincerely,
The Presidential Service Team, Liberty Mutual GroupInitial Complaint
Date:06/15/2025
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 were never notified about the increase in our homeowners insurance premium. We only found out because our lender said we had a shortage in our escrow of over $3,000. When we talked to them, they said your homeowners insurance went up. We called SafeCo and they told us the new premium was $4,693. The previous premium with the exact same coverage was $2,180. We have never filed a claim and nothing has changed with our home. We asked them how could the increase in premium go up by over 100%? When we contacted ****** they told us that ****** policies have increased and thats what we see the increase. This price is completely outrageous. Our neighbors premiums are from $1,900- $2,200. So there is no excuse for this insane price. We have not received an email or any form of communication directly that would inform us of this increase. There is no one in their right mind that would be ok with the same exact coverage for over $2,500 more. We have just cancelled the policy that still has 6 months on it, so they have to reimburse for those 6 months now. However, since the mortgage lender already paid them the $4,693, we will still owe. ****** needs to reimburse us not only for the 6 months from us cancelling, but the additional $2,500 they increased their premium. My policy has been raised by over 100%, which I find not only financially burdensome but also ethically questionable, given the lack of significant changes to my risk profile, property condition, or claim history. An increase of this magnitude is alarming and feels unjustified. This premium should be the cost of 2 years worth of coverage, not 1 year!Business Response
Date: 06/17/2025
Thank you for your inquiry dated June 16, 2025, which was received by our Presidential Service Team. Please note that we are in receipt of the customer's Department of Insurance complaint and are addressing their concerns directly to the Department.
Sincerely,
The Presidential Service Team, Liberty Mutual GroupInitial Complaint
Date:06/15/2025
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.
As the insured, *********** *********, I am filing a complaint with the Better Business Bureau against Liberty Mutual Insurance Company for unfair and deceptive practices in handling my homeowners insurance claim (Claim No. 059056902-01) for water damage on March 25, 2025. Liberty Mutual, through Claims Team Manager **** ***** and adjuster *************************, wrongfully denied my claim by alleging constant/repeated seepage based on Roto Rooters photos, while ignoring Roto Rooters expert opinion that the leak was sudden, without conducting in-person inspections. They delayed providing my policy, ignored multiple communications from my authorized Public Adjuster despite a submitted Letter of Representation, and failed to provide a clear explanation for the denial, dismissing my evidence and offering no qualifications to contradict an expert plumbers assessment. Instead of resolving the issue in good faith, they deceptively directed me to the Hawaii Insurance Division to avoid further discussion, demonstrating poor customer service and unethical business practices. I seek the BBBs assistance to address these issues and ensure fair treatment.Business Response
Date: 06/16/2025
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:06/13/2025
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 canceled my policy so I owe ****** I called them when I noticed that were trying to collect the money from my checking account on three different occasions so I contacted liberty mutual and told them that I did not authorize them to access my account they could not stop it because it was automatically doing it so I asked if I could just pay it will it stop trying to access my checking account she said if it does it again call they never said that it would stop even if I paid it this was 6-12-2025 at 2:57am on 6-13-2025 I told them that that account is not going to allow for the payment to go through and when I canceled my auto policy I also stopped the automatic payment withdrawals and each time they try they add a ***** return fee after I told them that the account is not being used anymore.Business Response
Date: 06/18/2025
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 18, 2025, by email.
Sincerely,
The Presidential Service Team, Liberty Mutual GroupInitial Complaint
Date:06/11/2025
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.
In December of 2024, Safeco insurance sent me a notification about having detected two individuals at my home address. The letter indicated that they would be added to my policy and I would be charged for that unless I submitted a signed document indicating if they should be excluded from my auto insurance policy. Since these individuals do not reside in my home and do not ever drive my vehicles, I signed the form and returned it via email as instructed by the deadline on the letter. Over the course of the last several months, my insurance agent has reportedly been arguing this fee on my behalf. We even submitted another letter several weeks later via my agent. Essentially, they were going to nearly double my auto insurance premium (from $3000/year to $7500 per year!!!) to add two people who don't drive my cars, or charge me a fee to NOT add them. The $683 is their fee to exclude two people who do not live in my home, who do not drive my cars, and whom I never asked to be added in the first place. They are literally charging me a fee for making up other drivers to add to my policy. I am paying the fee today because they are threatening me with collections actions even though this fee has been in dispute for months but I would like it escalated and a refund.Business Response
Date: 06/16/2025
We are in
receipt of the complaint for the consumer referenced below and welcome the
opportunity to respond. We are currently working with the customer to
resolve their concern directly.
Sincerely,The Presidential Service Team, Liberty Mutual
GroupInitial Complaint
Date:06/11/2025
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 changed insurance companies on 7/10/2024 and sent them a cancellation form on 7/15/2024. Assuming it was taken care of I never checked for my refund which never came. After receiving a renewal notice on April 25, 2025 I've contacted them 8 times with my agent, emailed them my insurance docs proving there was no laps in coverage and they still haven't refunded over $7,000. The last couple weeks when contacting them they said they have everything they need, and sent it to "Escalation". PLEASE REFUND THE MONEY!Business Response
Date: 06/18/2025
We are in receipt of the complaint
for the consumer referenced below and welcome the opportunity to respond. We
are working directly with the customer.
Sincerely,
The Presidential Service Team,
Liberty Mutual GroupCustomer Answer
Date: 06/18/2025
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 # 23454567. 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,Anthony
I received my first response today from Liberty Mutual / SafeCo asking for the same documents and proof of insurance as I've been sending them for the last 8 weeks. Their email states they tried calling me twice yet I have no missed calls or voicemails. I sent all documents showing that my vehicles have been insured for the time that I've owned them. A formal cancellation notice was filed on 7/15/2024 effective 7/10/2024. It's been 11 months. Refund the money!
Business Response
Date: 06/26/2025
We
are in receipt of the rebuttal from the consumer referenced below. An
additional detailed response has been communicated directly to the consumer
on June 26, 2025, by email.
Sincerely,
The
Presidential Service Team, Liberty Mutual Group
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