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
- 2,568 total complaints in the last 3 years.
- 773 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:06/15/2025
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 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.
My daughters car was hit in the parking lot of her high school. Took us forever to get an appointment to get it fixed. We got an estimate and then got a check for Safeco for about half the estimate. This should have sent up red flags! The day we go to pick it up the amount we had to pay was almost $1100.! I was speechless but told once the final estimate bill etc was submitted a check would be in the mail. Well Ive had the body shop submitted the paperwork at least 7 times that I can remember and they give me 110 excuses as to why they arent paying!!!! The body shop keeps apologizing and says this is typical safeco and they are horrible to work with. Tried to get my insurance company to help but they just said they would have paid it and went after them. Kinda late now! So they arent paying and I shouldnt have to be out any money because their client cant carefully back their car safely. I might add her car was a less than a year old (***) with about 2000 miles on it.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 ******************** Team, Liberty Mutual GroupCustomer Answer
Date: 06/19/2025
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,Karlie
Initial Complaint
Date:06/10/2025
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 had house and cars insurance with Safeco last year but I cancelled all insurance last year because we found cheaper cars and house insurance.Safeco till this day sending us new higher every month bills even if the agent told us they canceled the bill. I send many e-mail s to the agent in *********** but she didnt respond well and they cant stop sending us bills even if the agent know we have another insurance.When we called the Safeco Company they will not give any information only they sending us to the agent. How we can stop the Safeco company from sending us bills every mont higher now us $3000 even if its not outside insurance.Business Response
Date: 06/17/2025
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 June 17,
2025 by email
Sincerely,
The Presidential Service Team
Liberty Mutual GroupCustomer Answer
Date: 06/22/2025
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 # 23452894. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.To response to your letter from June18 I want inform you I did not received any email on June 17 2025 .Thank you Jolanta DackiewiczBusiness Response
Date: 06/25/2025
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 represents our final
position. Please close your file.
Sincerely,
The Presidential Service Team
Liberty Mutual GroupInitial Complaint
Date:06/10/2025
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 honestly dont get why LIBERTY MUTUAL is reporting this debt under my name because I dont owe them anything. I never signed anything with them, and when I asked for a copy of the original application, they didnt even bother to provide it. Its frustrating because this is hurting my credit for no reason, and its just not fair. How can they just put something on my report without any proof?Account No: ***** Amount Disputed: $50Business Response
Date: 06/17/2025
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 17, 2025, by email Sincerely, The Presidential Service Team, Liberty Mutual GroupInitial Complaint
Date:06/10/2025
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 a customer and had an agreement to pay $310 per month, but for the last 2 months, I was charged $468.51. I never received a renewal and never agreed to this increase. Spoke with Liberty Mutual today and they refuse to reverse the charges, I never agreed to. I will be contacting my bank to file a complaint as well.Business Response
Date: 06/20/2025
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 June 20, 2025 by email
Sincerely,
The Presidential Service Team
Liberty Mutual GroupInitial Complaint
Date:06/10/2025
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.
Our home was damaged by the ***** Canyon Fire on 1.7.25. On 1.16.25, a claim for smoke, ash, and soot damage with Liberty Mutual was filed. From 1.7.25 through 1.24.25, our family stayed with friends (temporarily) in *********** at an ******* We did not hear from the insurance adjuster, and knew we needed a place to stay. We found a place and signed a 3-month lease with an apartment building in the city of ******. We had to include a deposit and the first month's rent to procure the lease. We paid out of pocket, approximately 6K, which was difficult considering that we also had to pay our home mortgage. We were reimbursed weeks later, provided rental furniture, and given a partial check for cleaning. From Jan. until Mar, we waited for testing of the ash/soot to be done to move forward with remediationMarch 1st. We decided to have Clean Environmental Solutions come out and test our home because we could no longer wait for Liberty Mutual. It was not until we informed the insurance company that we would get our home tested for heavy metals, that Liberty Mutual decided to send ***** Safe ***** out on March 12th to test for asbestos and lead only. The first test (CES) findings concluded that our home (including both attics, which took most of the damage) was positive for heavy metals, lead, and other carcinogenic materials. Liberty Mutual's test found asbestos (which they later tested again on April 18th and found no asbestos.) The issue is that the testing done by Liberty Mutual was not accurate. The tester stated that they did not see any burned structures in the immediate area. There were 3 homes burned on our street (15 houses away). He also stated that he only saw burned mountains in the immediate area. That is also false, there are hundreds of homes burned within a half of a mile from our home. We live .2 miles from the burn scar area. We want Liberty Mutual to consider the accurate testing of CES, remediate and compensate accurately for damage.Business Response
Date: 06/11/2025
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:06/09/2025
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.
To Whom It May Concern, Claim#:058504991-01 I am writing to formally express my dissatisfaction with the handling of my recent claim involving a car accident that occurred in December 24, th 2024. The other driver, who was at fault, is insured by Liberty Mutual.Following the accident, I was advised by Liberty Mutual to obtain a rental vehicle. However, I was not informed that I would be ineligible for rental insurance coverage. Liberty Mutual later claimed that I had been notified, yet when I requested documentation of this alleged notification, none could be provided. This lack of transparency and accountability is unacceptable.Moreover, throughout the process, communication with the assigned representative was extremely difficult. I experienced significant delays in getting responses to my inquiries, and the assistance provided was unhelpful and frustrating. This lack of responsiveness further compounded the stress of dealing with the aftermath of the accident.Additionally, I requested the appropriate form to file a diminished value claim. Despite multiple follow-ups, I have yet to receive a response or the necessary documentation from Liberty Mutual. This continued lack of communication and disregard for my concerns is deeply disappointing.I respectfully request that Liberty Mutual address the following:1.A clear explanation of why I was not properly informed about the rental insurance coverage.2.A formal acknowledgment that no documentation exists to support Liberty Mutuals claim that I was notified.3.Immediate provision of the diminished value claim form and assistance with submitting it.4.A review of the handling of my case and steps taken to ensure better communication in the future.5. A refund for the rental car insurance. I expect a timely and thorough response to this complaint. Please consider this a formal notice of dissatisfaction with Liberty Mutuals service regarding this matter.Business Response
Date: 06/10/2025
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 May 20, 2025, by email.
Sincerely,
The ******************** Team, Liberty Mutual Group
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