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
- 2,565 total complaints in the last 3 years.
- 771 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:08/02/2022
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 truck was stolen on or about the 17th of July, and the lack of communication from the employees at liberty mutual has cost me a huge amount of additional time that my vehicle has sat in the shop without even as much as a return phone call from an agent to the dealer. This is costing me money every day and Ive complained about it to the manager of the employee thats not responding, to no avail. There is little to no concern about returning phone calls or communicating within the timeframe they advertise on their voicemails. They have a large company mentality and the customer service at a minimum is terrible, and to make things worse it cost lots of money to do business with LibertyMutual does not confirmed in their advertisements and marketing. This is the first time Ive ever followed BBB complaint, its that bad. The employees name is India ****** and her manager that will not respond, and/or hold her accountable is ***********************. I will continue to try to find someone in management that cares enough to at least respond to a phone call, but I dont have a ************ that I will succeed.
Business Response
Date: 08/05/2022
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 or mail.Initial Complaint
Date:08/02/2022
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 husband and I have auto insurance with Liberty mutual. Our insurance payment changed in June because liberty mutual added my daughter to our policy. I contacted them and explained she has her own car with her own insurance and had lived in a different town. They said they couldnt fix the **** for that month but the next month July would reflect the correct drivers. Julys payment was automatically taken from my account and was the correct amount. Then August payment was automatically deducted and it was for $100 more than Julys. I contacted them and was told I was supposed to turn in a form stating my daughter had her own car and insurance. I told her I had she looked and said the paperwork didnt go through and it was blank. She said she couldnt refund the extra money they deducted from my bank account causing my account to be overdrawn.Business Response
Date: 08/09/2022
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 August 9, 2022, by email.
Sincerely,
The ******************** Team, Liberty Mutual GroupInitial Complaint
Date:08/02/2022
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 2010 I purchased home owners insurance from Safeco on an apartment I was living in at the time. The agreement of the insurance was for the 12 months. As an elderly lady I was aware that after the twelve months Safeco continued to take the money for the insurance. I don't have great memory so every time I see the charge for Safeco I was thinking it was for the life alert. I moved in with my daughter and she was going through my bills and thats when we discovered that ****** had take money out my account from 2010-2021. I contacted ****** and asked why were they taking money from my account and they stated that it was for homeowners insurance and the gave me the address. I told them I moved out of that apartment in 2011. At the time they told me if I give them proof they would reimbursement my money. After I submitted the proof everything stopped. They not returning any calls and it has been at least 8 months. The last payment was taken in Aug. or Oct of last year, thats when I had a stop payment done. Safeco owes me $3000.00. I am not understanding how someone can renew a policy without a consent. The fact that Safeco and I had not communicated from 2010 to 2021 should have been a red flag for them. I am a 75 year old disable veteran that have memory lapses and I just want my money back. I can be reached at ********** Thanks ***************************.Business Response
Date: 08/12/2022
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 August 12, 2022, by email.
Sincerely,
The ******************** Team, Liberty Mutual Group
Customer Answer
Date: 08/18/2022
They never responded back to my email.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,*******
Business Response
Date: 08/29/2022
We are in receipt of the rebuttal from the customer referenced below. An additional detailed response has been communicated directly to the consumer on August 29, 2022, by email.
Sincerely,
The ******************** Team, Liberty Mutual Group
Initial Complaint
Date:08/02/2022
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.
On 19 July, 2022 I contacted my home insurance company to inform them that I had damages to my home. The adjuster came an evaluated the house on 25 July 2022, 6 days later. The insurance company denied the claim stating that it appears to them that the damage was caused because of a leak lasting more than 14 days. They do not have any valid proof that the damage was as a result of more than 14 days other than what the adjuster says that it appears to her based on pictures. I would like to request that the insurance company not base their decision on opinions and fulfill the claim.Business Response
Date: 08/04/2022
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 or mail.Initial Complaint
Date:08/01/2022
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 on a car accident on April 15th 2022. I was hit by a car. I called my insurance which is liberty mutal, they told me i had to pay my deductible which was ****, I told them that I didnt want to pay it since it was not my fault I was hit by another car which is unfair to having to pay for something someone else did. I was then contacted by someone higher dont remember her name and she told me she understood me and that first I would have to pay the deductible of $**** and they would recover it from the person who hit me but that it would take up to two months to recover my deductible of $****. So i said ok. Now that my car is fixed and I payed the deductible of $**** I contacted ****** the adjuster and now she tells me that its going to take up to six months and its not a gerente I will recover my money back. First they tell me I was going to recover all my money in 2 months and now there telling me 6 months with no gerente of any money at all. I want all my money which is $**** that I payed out of pocket to fix my car for something I didnt do and my insurance is no help at all there just liars. If you could please help me recover my money back please.Business Response
Date: 08/05/2022
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 August 5, 2022 by email.
Sincerely,
The ******************** Team, Liberty Mutual GroupCustomer Answer
Date: 08/08/2022
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.
Im not satisfied with the results because first I was told I was going to receive all my money back from the deductible I payed which was $1000 within 2 months, and now there saying that it could take up to 6 months and theres no guarantee I will get my money back. Liberty Mutual are big liars I just want my money.
Regards,*****
Business Response
Date: 08/09/2022
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 August 9, 2022, by email.
Sincerely,
The ******************** Team, Liberty Mutual GroupCustomer Answer
Date: 08/18/2022
Hello, sorry but I am not happy with the response. I was told I was going to receive all my money the deductible that I payed which was $1000 and it was going to take up to two months and now there just saying sorry and its going to take up to 6 months and saying were not going to get all our money. They should have told me this since the beginning instead of lying. This insurance just lies about everything. I am not happy about this, I pay my insurance to cover and help me not to not help me. Im not satisfied at all
FAQ
Regards,*****
Initial Complaint
Date:08/01/2022
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.
unwanted robo callsBusiness Response
Date: 08/05/2022
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 August 5, 2022 by email.
***************************************** Team, Liberty Mutual Group
Initial Complaint
Date:08/01/2022
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.
They have deemed my car a total loss, gave no compensation for a new vehicle or transportation in the meantime. Liberty mutual Picked the car up without having paid off the loan, therefore I am making loan payments on a car I do not have in possession. They are taking their time which is costing me money and energy and time by having to call them daily. They told me that sent out a power of attorney with something that I needed to sign, then informed me they did not send the write paper work delaying the process again. I need a resolution asap as I can't be paying for a car I do not have in possession and do not drive.Business Response
Date: 08/05/2022
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 or mail.Initial Complaint
Date:08/01/2022
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 need assistance with my current billing. I was quoted for my wife and I auto insurance one amount and when I made my first payment for that amount, Liberty Mutual doubled the quoted amount and stated they could not find the original quote. I have tried to send them my original email. I need assistance.Business Response
Date: 08/09/2022
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 August 9, ******, by email.
Sincerely,
The ******************** Team, Liberty Mutual GroupInitial Complaint
Date:07/29/2022
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.
Approximately 4 months ago, I was notified by the ********** of ***** Vehicles (***) in the Commonwealth ******** that my license was suspended. The *** explained that my license was suspended due to failure of proof of insurance from a car, that I once owned. At this time, the *** notified my that my license had been suspended for the last 10 months. After speaking with Liberty Mutual (several times), I was explained to that when my vehicle was in an accident and deemed a total loss and my case was closed, Liberty Mutual deleted all records of my vehicle, thus alerting the *** that my vehicle was not insured during the time that I owned it. After over 10+ attempts to get this resolved with Liberty Mutual, I have concluded that no one at Liberty Mutual cares that they have screwed up and that my license is suspended. Further more, they continue to take out my monthly payments in full, from my bank account. I am 39 years old, have had Liberty Mutual as a car insurer since I was 16 years old. I've NEVER missed a payment. This situation has caused me to spends several days and hours at the ***. No one from Liberty Mutual will call me back and when I do speak to a representative, there is no resolve AND STILL, my driver's license is suspended.Business Response
Date: 08/08/2022
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 August 8, 2022 by email.
Sincerely,
The ******************** Team, Liberty Mutual GroupInitial Complaint
Date:07/29/2022
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 filed a homeowners insurance claim on 7/14/22 for water leak. My adjuster came to my property on 7/20/22 and notified me she would contact me to go over my coverage for secondary damages. I have spoken to ****************** ************************* and was informed she was awaiting my plumbers report to determine coverage. However, my plumber has informed me and sent me proof that the report was already sent. I continue to play phone tag with Liberty Mutual to discuss my coverage for damages and costs and coverage for repairs. Now that the leaks has been resolved my floors and other in home equipment needs to be repaired, especially the floors as there is an increase risk of mold. I have sent emails to *************************, *******************************, and ************************* with attached copies of the plumbers report and what information I am needing on their behalf. This is very unprofessional on their behalf as this is a business they are running and I as a client who has paid my premiums, I expect to have services rendered, in a timely manner, and professional manner. Not given the run around and ignored.Business Response
Date: 08/04/2022
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 August 4, 2022 by email.
Sincerely,
The ******************** Team, Liberty Mutual Group
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