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
- 2,567 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:07/28/2022
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 had Liberty Mutual insurance for my car insurance. When I compared rates, I found a cheaper company, so I attempted to prevent Liberty Mutual from renewing my policy. It took me several attempts to cancel it. When I called, I was told to go online to cancel. When I went online, I was told to cancel by phone at the number I had just called! I chatted online with their web assistant. I also called them and was FINALLY able to cancel after talking to ****** on 6/29/22. However, they are claiming that I owe them $10.50. I've NEVER had an insurance company try to get money from me after I was no longer a customer. I wrote them a letter last month explaining this, and I included the chat transcript from me chatting with their web assistant, but they are still emailing me, claiming I owe them money!
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, 2020, by email.
Sincerely,
The ******************** Team, Liberty Mutual Group"Initial Complaint
Date:07/27/2022
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 April 17, 2022 my vehicle was hit from behind. This was a hit and run accident; however, due to a witness, Police were eventually able to identify and locate the other vehicle as well as the driver.After filing a claim with Liberty Mutual, the company recommended that I put my vehicle in a repair shop near my home. I was also provided with a rental vehicle through Enterprise Rent-A-Car. Approximately two weeks later, I was informed by the car repair shop that "Liberty Mutual stopped payment." The repair shop stated my car was already stripped and that they could not return my vehicle to me. I was then informed by Enterprise that Liberty Mutual was no longer paying for the rental. During this time Liberty Mutual ALSO stopped paying medical expenses to the Chiropractor whom I was seeing due to injuries resulting from the aforementioned accident.For several months I've contacted the Claims Adjuster ************************* as it regards to this matter. ****************** informed me that all payments on this claim were stopped due to an "investigation." To date, I have no clue as to why this Claim is being investigated. No one seems to have any answers and everyone says speak to the next guy. I have spent hundreds of dollars in transportation (car rental, ride share and public transportation). I haven't seen my vehicle in nearly 3 months, yet Liberty Mutual continues to reap the monthly car insurance payment.To add insult to injury, myself and my passengers were discharged from medical treatment at the command of Liberty Mutual. My own Doctor has stated that I definitely require further treatment (per her own assessment as well as an MRI, heat imaging, etc.), yet the Liberty Mutual "doctor" who saw me for all of 4 minutes was able to state that I should "no longer receive treatment." How is it that I can pay insurance and be treated like c*** after someone hit me?I am being treated like a criminal and my vehicle is being held. I also require medical treatment!!Please help!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, via email.
Sincerely,
The ******************** Team, Liberty Mutual GroupInitial Complaint
Date:07/27/2022
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.
This is complaint against Liberty Mutual Insurance for being non-responsive to a claim that they have already accepted responsibility for. At one time there was such a thing as customer service; that obviously does not exist with Liberty Mutual. Facts: My son was sideswiped by a Liberty Mutual insured driver on July 16th. After no verbal communication, a text was sent to my son indicating "we have accepted responsibility". After finally getting a person to speak with, a rental car was reserved for him on July 25th. As of today, July 27th, there has still been no communication from Liberty Mutual. His truck is still in the tow yard it was shipped to on July 16th and no one from or representing Liberty Mutual has looked at it to make a determination. The tow yard is now threatening to auction the vehicle. Still no communication from Liberty Mutual; and yes, I've called and been on hold, and holding, and holding. Pathetic customer service and response time. A ********************** like this should be embarrassed by this, but I don't think it matters to them..... I would imagine it is their business model, s**** the customer, make it difficult, don't respond, ignore the customer, put the customer on hold, pitiful!!Business Response
Date: 08/01/2022
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.Customer Answer
Date: 08/02/2022
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.
I received a standard, generic e-mail response from Liberty Mutual, basically asking for more information, no explanation, just more run around. I attempted to attach the e-mail transaction for your information. Here was my response,
******************,
Thank you for responding. I do not have any supporting documentation other than to say that due to Liberty Mutuals (LM) non-responsiveness, my son may have lost out on the opportunity to be properly and fairly reimbursed for his claim. He was told 2 days after the accident (July 16th) in which LM has accepted full responsibility that LM would tow his vehicle to one of our guys to assess the damage and make a determination on the value. That never happened! Instead after getting the runaround for 12 days, on the night of Thursday, July 28th,after I waited on hold for over 35 minutes, I was told that he probably wont get anything from LM. The agent I spoke with, who was very kind, was surprised that it took so long and that we were not notified of anything earlier. She then told me that the driver was underinsured and that there may not be enough coverage. I asked how it is decided who gets reimbursed first and she indicated that the earliest complaint probably gets reimbursed first. Interestingly, my sons vehicle was not drivable as the rear spring was broken, and the drive shaft appeared to be sheared, but the other vehicles were all able to drive off and only sustained cosmetic damage. WE INQUIRED IN 2 DAYS,but NOTHING from LM; other than we werent early enough to get reimbursed. Additionally, I was told that we would need to file a claim through his insurance, so they could go after LM for payment. Well, here it is ************************************************************ the tow yard, all because LM did not tow his vehicle to one of our guys. He, or my wife, has been without transportation since the accident due to LM and its bogus customer service, non-responsiveness,and outright neglect.
I will say that the only time LM was timely responsive was on the Friday morning when they sent a text saying We accept responsibility but sorry were not going to be accountable and pay.
Im sure you will read this e-mail and say Haha, we screwed this guy like all the others, and were sorry , but there is nothing we can do now. And, I dont expect anything from such a poor organization whose apparent goal is to delay, delay some more, inconvenience people, deny claims, and dare them to take the big emu to court.
Sincerely,
*******************
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: 08/05/2022
We are in receipt of the rebuttal from the customer referenced below. An additional detailed response has been communicated directly to the claimant on Aug. 05, 2022, by email.Initial Complaint
Date:07/27/2022
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 have both car and homeowners insurance. I have discounts on my auto policy of $440.29 for these discounts: AAA, Anti-theft, advance quoting, accident prevention course, low mileage, accident free, violation free, and RightTrack.Homeowners discounts: Package Auto Discount $121.00, Renewal discount $7.00, Advance quote discount $103.00, Burglar alarm discount $14.00.****** refuses to give me the breakdown of what the auto discounts are. They told me they are proprietary and confidential. What??? I have a right to know. Especially after the insurance commissioner stopped the credit scoring for rating. I have a perfect driving record and a great credit score. My agent did a loyalty rewrite adding the credit score back in and my rates went up, not down.I want to especially know what part of my prior discount was due to my good credit score? And why my rates don't go back down with a loyalty rewrite? Notice the breakdown on the homeowners policy is detailed out. Why not the auto policy discounts? These are my policies, I earned the good record with all those discounts. I have a right to know what the $440.29 represents. AND what happened that adding the credit scoring back in didn't get me a lower rate. My increase from both of my last policies went up over 26%. That isn't just inflation as inflation had not hit at that time. My auto policy even stated I would notice a substantial increase due to not using the credit score. So how much was my credit score worth, and why didn't I get it back on the rewrite? I want to know the breakdown of the $440.29 discounts.Business Response
Date: 08/04/2022
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 4, 2022, by email
Sincerely,
The ******************** Team, Liberty Mutual GroupCustomer Answer
Date: 08/05/2022
Better Business Bureau: complaint # ********. I can't accept a non-response. All I got was an email saying they were investigating.
[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 received an email from *************************** on 8/4/22 (yesterday). What she stated is that she is investigating my complaint and will get back to me no later than August 12th.I shouldn't have received this BBB message when Safeco hasn't even investigated or addressed my issues. This is a waste of time.
I will respond when they give me an answer on my complaint.
Thank you.
*****Business Response
Date: 08/12/2022
We continue to investigate the matter and apologize for the delay in providing resolution. We will communicate with the customer as soon as we have further information
Sincerely,
The ******************** Team
Customer Answer
Date: 08/15/2022
Better Business Bureau:reference to complaint # ********. .
I am only answering this (for the second time) because if I don't you will close this without resolve.
I am still in contact with Safeco to get the information I requested.
Thanks
CheriInitial Complaint
Date:07/27/2022
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.
This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below. LIBERTY MUTUAL IN CO ACCT #: ******** BAL. $373.00 Under the Fair Credit Reporting Act, 15 U.S.C. ****g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please dont respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.Business Response
Date: 08/03/2022
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 3, 2022, by email.
Sincerely,
The Presidential Service Team
Liberty Mutual GroupInitial Complaint
Date:07/27/2022
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 hail damage claim to one on my vehicles on June 8th, 2022. It took SafeCo 11 days to get the adjuster out to assess the damage. Their adjuster said the car had $920 worth of damage, so we took it to a local body shop to start the repairs. Body shop came back with a repair estimate of $19,103, which is above the cash value of the vehicle. This estimate was sent to SafeCo on 7/6/2022. I have not heard one thing about this claim from SafeCo, unless I initiate the contact trying to get answers..Tomorrow, 7/27/2022, will be the start of week 8 since I filed this simple hail claim with SafeCo.During this time we have been down to 1 vehicle but making 2 car payments and spending over $800/mo in additional fuel costs commuting in one vehicle. The body shop will not release the vehicle until SafeCo pays the $3,000+ storage fee that has accumulated since we dropped the car off at the body shop.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 8-9-22, by email.
Sincerely,
The ******************** Team, Liberty Mutual GroupInitial Complaint
Date:07/27/2022
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.
Before purchasing auto insurance thru Liberty Mutual (LM) I researched and received several quotes from not only LM, but a few other insurance carriers. According to the quote and documents I received on 05/18/2022, my 12 month policy was $1529. After paying the required $71 down payment my monthly payments were to be roughly $118-$121 to be automatically deducted from my checking account each month until paid in pull. On 06/29/2022, an unauthorized payment of $334 was deducted. I tried many times to contact LM to no avail. I signed up to use their online app but have never been able to sign back in after making the purchase. One feature on their website is being able to pay on your **** without signing in, so I typed in the info requested to see if it would show my outstanding balance I and it shows a balance of over $3000! I agreed to 12 months of coverage for $1529. This is fraud. Contacting this business is impossible! I want this policy canceled immediately and a refund issued for all monies I have paid in to date. I would also like to add $35 for bank charges I was charged due to this.Business Response
Date: 08/01/2022
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 1, 2022, by email.
Sincerely,
The ******************** Team, Liberty Mutual Group
Initial Complaint
Date:07/26/2022
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 representative emailed Liberty Mutual(LM) and my claim handler *****************************, requesting for them to review the claim due to items that were not on their estimate. We have not received a response for 18 working days from LM or *****************************.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 has been communicated directly to the consumer on August 5, 2022 via email.
Sincerely,
The ******************** Team, Liberty Mutual GroupInitial Complaint
Date:07/26/2022
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.
7-26-22 Liberty Mutual:I am totally disgusted with LM today after being a faithful customer since 2017 and after speaking to LM and the *** 4 times over last two weeks to clear up a title for a **** truck, LM never told us when we transferred the plate off a **** truck with NO ENGINE that the state was going to send us paperwork for not having insurance. But LM was nice enough to turn us in!! You do not have your customer's back period! I spoke to ****** on the phone today and she told me if the truck was in an accident LM adjuster would have notified us the state protocol to return the license plate to the state! SHAME ON LM for not taking care of their customers!! Now we have to clear up this mess that LM caused!To resolve this matter LM should be telling all of their customers who take insurance off of their vehicles in the state of *******, the law for the state of ******* that requires they tell the *** why they are taking the insurance off, instead of letting customers find out the hard way with a letter from the state of ******* and a fee of $150. This could have all been avoided! This is shameful! Now we have to go down to the *** for the 4th time and with the price of gas it costs $140 to fill up our car. If I have to pay a fee of $150 it will definitely be coming out of my next insurance payment that is due! I have learned a valuable ****** here today, that maybe it is time to check out other insurance companies.Business Response
Date: 08/03/2022
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 3, 2022, by email.
Sincerely,
The Presidential Service Team
Liberty Mutual GroupInitial Complaint
Date:07/26/2022
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 recently switched insurance companies because I needed *** insurance. I had insurance and Liberty gave me a quote with supposedly the same coverages that I was already carrying with the insurance company that I had, but they added the *** to the coverage and the price was right so I switched insurance companies. I asked the rep specifically "AM I GETTING THE SAME COVERAGE THAT I CURRENTLY HAVE INCLUDING THE ***." Hw stated yes. I later was looking at the policy and noticed that I did not have glass coverage which I carry on the insurance that I had, so I called back and it was added but the price was now higher. At this point I have already cancelled the insurance with my list company so I just had to agree to the new price. Well I am now looking at the policy again and I notice that I do not have uninsured or underinsured motorist as I had with my last insurance company. When I switched to liberty mutual I informed them that I want the "SAME" coverage that I had at the time (AUTO and RENTERS Insurance with the same coverage) and to add *** and that is not what I got, but is what I need.Business Response
Date: 07/29/2022
We are in receipt of the complaint for the case referenced below and welcome the opportunity to respond to the inquiry. A detailed response has been communicated directly to the complainant on July 29,2022 by email
Sincerely,
Jazmin' **************************** Team
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