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Business Profile

Insurance Companies

Liberty Mutual Group
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BBB Accredited BusinessA-Rated by BBB

Complaints

This profile includes complaints for Liberty Mutual Group's headquarters and its corporate-owned locations. To view all corporate locations, see

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Liberty Mutual Group has 243 locations, listed below.

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    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 Complaint

    The 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.

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    Complaint type

    • Initial Complaint

      Date:07/14/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 claim on 6/25/22 after an accident on 6/24/22. The accident occurred in *******, **************, two hours away from my house. Safeco had my vehicle towed to one of their storage facilities an additional hour away from my house. I have requested numerous times for them to work with me to get my vehicle moved closer so I can remove my belongings and tags, as my car has now been deemed a total loss. I requested that my issue be escalated to a supervisor a couple times, and I have received no response. This has placed an undue hardship on me, as I would now have to miss an entire day of work to retrieve my belongings, now a 3 hour drive one-way away from where I live in VA. I requested that Safeco move my car closer to my home before they moved it from the tow yard it was originally in after the accident. Instead, they towed my car an additional hour southwest of where the accident happened. I'm extremely frustrated by this.

      Business Response

      Date: 07/19/2022

      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 July 19, 2022, by email.
      Sincerely,
      The ******************** Team, Liberty Mutual Group

      Customer Answer

      Date: 07/19/2022

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

      ***********************

    Liberty Mutual Group is BBB Accredited.

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