Complaints

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

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Liberty Mutual Group has 243 locations, listed below.

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• 

  Liberty Mutual Group

  175 Berkeley St Boston, MA 02116-5066

  
• 

  Liberty Mutual Group

  10045 Red Run Blvd Ste 370 Owings Mills, MD 21117-5900

• 

  Liberty Mutual Group

  1340 Treat Blvd Ste 400 Walnut Creek, CA 94597-7591

• 

  Liberty Northwest

  2291 W Broadway St Ste 2 Missoula, MT 59808-2113

  
• 

  Liberty Mutual Group

  95 Glastonbury Blvd Glastonbury, CT 06033-4438

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.

• Initial Complaint

  Date:06/08/2025

  Type:Order Issues
  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 a Loss Assessment Property Claim. My Policy number: 0X6751421: My property is located at ******************************************. In June 2024 there was a hailstorm, at that time my insurance company was Safeco Insurance *** My Homeowners Insurance Company is Accord Property Management located at *********************************************************************************** - ************. Accord completed all the estimates and provided documentation for the claim January 2025. By this time, I had switched Insurance Companies to ****. (Policy number ********). ****** has denied my claim.

  

  Business Response

  Date: 06/10/2025

  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 10, 2025 by email.
  
  Sincerely,
  The ******************** Team, Liberty Mutual Group

• Initial Complaint

  Date:06/06/2025

  Type:Product Issues
  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 called to get auto insurance on May 9 for coverage for a new vehicle. I was given one quote for 12 months. I paid the down payment while at the dealership for the insurance. While waiting for the insurance cards to be emailed to me, the dealer notice they put the wrong coverage date. So I had to call back to get the date fixed they put the 10th instead of the 9th. Because of that error on their part they removed a discount from my quote causing my premium to go up. I paid $230 on May 9. With the update premium my projected payments would be higher. One week later I called and said if I cancel earlier what would be the penalties. They said no penalties and I would get refund for unused principle. So I can cancel on the 23rd. One week later I received a bill for $80.82. I called again and was told since I cancelled earlier I do have a fee of prorated payment. So for only 2 weeks of coverage for a new car I paid a total of $310.82. I asked to get my case looked at and was told it was a NC law that made insurance company to make money off of cancellation. I escalated it multiple times with no help from the company.

  

  Business Response

  Date: 06/13/2025

  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 ******************** Team, Liberty Mutual Group
  
  

• Initial Complaint

  Date:06/06/2025

  Type:Service or Repair Issues
  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.

  Liberty mutual decided to charge me the money they owe me and then send it immediately to collections agencies instead of paying me the remainder of my insurance policy when it was cancelled. INSURANCE IS NOT PAID IN ARREARS, I have made every payment in advance on insurance to be able to drive for the last 30 years. It's crazy that this company can mess something so simple up. Could have been a communication error by their outsourced customer service in *****, but it is on the business to train these people correctly. Liberty Mutual Auto Insurance company owes me somewhere in the ballpark of 185 dollars of an auto policy that I cancelled before it expired and had pre paid the service on. They owe me, but instead of paying, I have been getting my credit score hit by their collections agencies because some outsourced foreign customer service person read the information wrong and or changed the account values. Outsourcing to the country where internet scammers run wild is actually crazy but I understand most businesses do this now to save money on hiring quality American labor. The company needs to remedy this situation by immediately clearing this balance with these debt collections services and paying back the remainder of the policy that I cancelled before it was due again.

  

  Business Response

  Date: 06/10/2025

  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 10, 2025, by email. Sincerely, The Presidential Service Team, Liberty Mutual Group
  

  Customer Answer

  Date: 06/10/2025

  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 # 23436268. 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
  

  Thank you for your letter, I see that I was paying 3000 usd a year for insurance on a 2003 model Mercedes that's worth roughly 15000. I now pay 2000 usd with another company for 2 vehicles worth nearly 3 times the amount of the Mercedes. The price gouging alone should justify any small claim against liberty mutual in my humble opinion. I assume the investors are happy and earnings were very good last year on the stock market.

  I see in your letter that you included the date of the start of the contract and of the first payment, which as stated was in advance of the policy,  as insurance is and has always been paid. However, again, insurance is paid in advance for the term and I had never missed a payment, as you indicated in your letter while mentioning the next payment would have been the end of the month (for the next month. Which you seem to somehow be confused about?)

  Without the billing and payment dates for every monthly payment owed and made I can't see where this disconnect is, although I understand you believe the bill to be true by the very limited information you reviewed and sent to me. 

  I see the bill was sent to collection because of a dated address and is no fault of the business. However in conclusion of this matter, acknowledging this billing mistake of liberty mutual auto insurance company and dismissing that bill is still the direct responsibility of the company as no payment was owed.

  My credit card was replaced recently and I would have to sit down with a banker to review these past dates and payments for the time period in question. It would be much easier and faster if you could review those monthly charges and payments as they join the first year and send a second letter for my review. Or acknowledge that there was a mistake and handle it appropriately. If I did miss a payment and owed at the end of this term it will be much easier to call and ask the bank about the payment history to verify a single missing transaction. However we both know a missed payment isn't the case here, and auto insurance has never been billed in arrears as your letter also attest. 

  
  
  Regards,
  

  Josh

  
  

  
  
  

   

  
  

   

  

  Business Response

  Date: 06/12/2025

  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: 06/15/2025

  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 # 23436268. 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
  

  The business, Liberty Mutual, is fraudulently charging bills to loyal customers who have paid their insurance on time, in advance, for years and now wants to back out of public discourse instead of providing any information whatsoever that any bill is owed?!

  All that was ever sent to me from this company is a letter stating the start date of my coverage and that my coverage was paid for, in full, in advance.

  This "debt" should be immediately cleared and my account should be paid back the $186 remainder on the month. This response from India? at 8pm on Father's Day Sunday is quite humorous to me. Only after asking them for the full payment schedule and they've seen they made a big mistake do they wish to end public discussion. 

  Liberty Mutual Insurance Group should be ashamed of doing this type of fraudulent business and hiring scammer call centers to handle public relations. 

  
  
  Regards (from America,)

  Josh

  
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:06/06/2025

  Type:Service or Repair Issues
  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 3/16/25 I was enroute home from ************ SC when a driver covered by SafeCo Insurance backed up into me as I was parked. Upon arriving home I filed a claim on 3/18/2025. I was told at the time that a ******** ****** would be reaching out to me with next steps. That never happened. I had to initiate the outreach. When talking to ******** he asked me if i had gotten an estimate yet. I told him I didn't that I was supposed to or if they would be sending me somewhere specific. ******** told me to get an estimate. He did not give me any guidelines so I went to my local garage closest to my home. I sent photos, estimate and video of my cars damage on 4/1/25. The garage reached out to me afterward to schedule my appointment which was 5/19/25. I outreached to ******** to get a rental, which he arranged. My garage reached out to me on 5/30/25 stating that he cannot get a response to a supplement that required correction on the part of ******. I reached out to ******** the same day explaining the situation and ******** replied that the supplement had been sent on 5/28/25. I replied to him that the supplement they sent was incorrect. ******** did not reply. I had to reach again on Monday morning (6/3) and again on Monday evening requesting that ******** ***** out and talk through the discrepancy with the garage. ******** responded Tuesday (6/4) informing me that the cost was outside of what was allowable by them and that he was ending my rental car at the end of the day on 6/4/2025. I did escalate the issue to his boss (****), and I explained to both ******** and **** that I needed a vehicle for transportation to work, and without a vehicle i would need to miss work. They replied that since my car is technically done they "cannot" provide a rental any longer. In short, the issue is a Coding Problem specific to the paint color on my car. I was told on 6/4 that **** would be looking into the problem. I have reached out twice since then and there have been "no updates".

  

  Business Response

  Date: 06/10/2025

  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 10, 2025 by email. 
  
  Sincerely, 
  The ******************** Team, Liberty Mutual Group

• Initial Complaint

  Date:06/05/2025

  Type:Order Issues
  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 initially received a call from Liberty Mutual after inquiring about home and auto insurance. Although I had already secured those policies with another provider, the representative informed me of Liberty Mutuals pet insurance options. Since I have two dogs and was preparing to take them to the vet, I was very interested.During the conversation, I made it explicitly clear that I was looking for a policy that would help with illness-related vet visits. The representative assured me that the policy would cover what I needed, and we went over the costs and coverage details several times. Based on that assurance, I signed up for the policy a few days later after receiving the email.After enrolling, I called Liberty Mutual to verify my coverage, and a representative walked me through the website to view the policy details. I then proceeded to take my 11-year-old dog to the vet on May 22, 2025, incurring a bill of $804.60, which I paid in full. I submitted the invoice for reimbursement, only to find out the claim was denied because the policy does not include illness coverage.This is completely contrary to what was communicated to me when I signed up.I raised this concern with a representative, who walked me through the online coverage again and acknowledged that the way the policy is displayed online can be misleadingsomething she admitted has been brought to her attention before. She offered to change my policy going forward, but this does not address the fact that I was misinformed and misled into purchasing a policy under false pretenses.I was told there was nothing further that could be done because the sales team is a separate department. I acted in good faith, and I have now suffered a financial loss because of Liberty Mutual's failure to provide accurate and transparent ************** a customer, I took all reasonable steps to verify my coverage, and I relied on your representatives explanation in making my decision.

  

  Business Response

  Date: 06/12/2025

  We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry. We have provided an interim response to the customer on 6/12/25. We are still investigating customers concerns and require additional time to fully address the same. We will provide a fully detailed response upon completion of our review. 

  Sincerely,

  
  The ******************** Team, Liberty Mutual Group

   

  Customer Answer

  Date: 06/15/2025

  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,

  Crystal

   

   

  Customer Answer

  Date: 06/25/2025

  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 did not accept the company response because they did not address and respond to my issue. They just responded with, they were reviewing the complaint. They have yet to address my original issue. I should not have had to accept that response and then have my case closed because I didn't. Please review the original complaint, there was not answer to my original complaint. 

  

  Business Response

  Date: 06/30/2025

  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 6/30/25 by email. 
  

  Sincerely,

  
  The ******************** Team, Liberty Mutual Group

  Customer Answer

  Date: 07/01/2025

  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,

  Crystal

   

   

• Initial Complaint

  Date:06/05/2025

  Type:Service or Repair Issues
  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 working for Common Health Services and I had signed up to have my car insurance with Liberty Mutual Insurance and the payment was going to be taken out of my paycheck with the first payment being due on 12-17-24.I was unexpectedly let go on 12-13-24 and didnt think about the insurance. I started getting emails in April of 2025, and I reached out to them and told them that I lost my job and no longer needed the insurance through them because I had gotten insurance coverage through another company. They wanted me to give them all the information of the new insurance company that I had plus told me I would owe them over a thousand dollars!!!! I said I was not going to pay it and they got VERY RUDE with me and I hung up the phone. I then started getting mail about paying them the money and so I called them again and I told them that it wasnt my fault that I was let go from my job and that way hadnt they contacted me before about the money that was due back in *****. They had no answer and told me to fill out the cancellation form and so I did. Again they wanted my current insurance company and policy information and I told them no. And then I got a couple more texts from them and again I told them to stop contacting me. Then 06-03-25 I got a text from Credit Collection Services about the money I owed Liberty mutual insurance I opted out of getting the calls/text and so I want them to stop and I dont think I owe them any money they wanted 4-5 months after the money was to come out of my paycheck and now they want me to pay the back amount and have all my current insurance information

  

  Business Response

  Date: 06/11/2025

  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 11, 2025, by email.

  
  Sincerely, 

  
  The Presidential Service Team, Liberty Mutual Group

  
  

• Initial Complaint

  Date:06/04/2025

  Type:Billing Issues
  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 received a notice that I have a collection from 06 LIBERTY MUTUAL IN ** on my credit report. It says it was opened on 09/2024 for $158.00 with account number starting in 1122******** that I am not aware of nor am I responsible for. I never went into business with this company or signed any agreements with them so they should not be reporting anything on my credit. This is a violation of my rights as a consumer according to the **** and *****.

  

  Business Response

  Date: 06/06/2025

  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 6, 2025, by email.
  
  Sincerely, 
  The ******************** Team, Liberty Mutual Group

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  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 June 25, 2024, we submitted a loss claim for property insured by Liberty Mutual Insurance Company. There was a break-in and theft in the building we had insurance coverage for. The metal building was damaged, and the copper wiring and two breaker boxes were taken out of the building.There was correspondence between us and Liberty Mutual Insurance. Liberty Mutual Insurance denied the claim for reasons we do not agree with.An adjuster from Liberty Mutual NEVER came to the property to assess the loss.All correspondence relating to this matter is attached. We have been paying insurance premiums to Liberty Mutual Insurance since 2015, and this is the first claim we have ***********'s disappointing to pay an insurance company for 10 years, only to have your claim denied when needed.We would like to have our claim approved and paid.

  

  Business Response

  Date: 06/09/2025

  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 6/9/2025 by email. 
  

  Sincerely,
  

  The ******************** Team, Liberty Mutual Group

  Customer Answer

  Date: 06/17/2025

  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,

  *******

   

   

  

  Business Response

  Date: 06/20/2025

  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 Group

  Customer Answer

  Date: 06/27/2025

  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,

  *******

   

   

• Initial Complaint

  Date:06/03/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  There were three drivers, that I do NOT know. They do not live with me, I do not know them. I called to see what happened and I was told they tried to get ahold of me and when I didnt respond they added them. When I said I hadnt given the permission they informed me that this was their policy and I could not do anything about it. They made me submit paperwork three times to take them off. I work in ****** and have to use a different phone number while I am there most of the year. So I was unable to even contact them until I came home and found out they had been added. They told me that they would not be refunding me for the time they were on my account because their policy was to add them. They were put on my account 02/03/24 and not taken off until 05/16/25. I am unsure of the exact amount I have been charged for them but would like to be refunded for it.

  

  Business Response

  Date: 06/11/2025

  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 11, 2025, by email.
  
  Sincerely, 
  The ******************** Team, Liberty Mutual Group

  Customer Answer

  Date: 06/14/2025

  [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,
  
  *********** ********

• Initial Complaint

  Date:06/02/2025

  Type:Billing Issues
  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.

  Unrecognized Account ******************** Insurance Certificate Request (Policy #BWWG **********)Dear Liberty Mutual Insurance We are writing to express concern regarding a series of emails and updates related to our insurance policy (Policy Number: BWWG **********), which appear to reflect unauthorized or unintended changes. Please see the timeline of events below:May 12th: We received an email stating that a payment method update was successfully completed. We did not request or initiate any such update.May 13th: We were prompted via email to update our credit card information. Again, we did not request any changes or updates to our account or policy.May 16th: An email was sent notifying us that our bill was ready to be paid. This, along with the above emails, is highly concerning since no changes were made on our ****** addition, we were notified that our premium rate is being doubled, which we also did not authorize or anticipate. This unexpected increase, along with the unexplained updates to our payment details, raises serious concerns about the security of our policy and account.We need to speak to a representative as soon as possible to:Investigate and clarify the recent account activity and unauthorized updates.Discuss the premium increase, including the reason for the change and whether it can be reversed.Obtain a Liability Insurance Certificate for two rental propertiesas required by the company we rent from. This is a recurring request every time we rent from them.Please contact us at your earliest convenience to resolve these issues. We would greatly appreciate a prompt response.Sincerely

  

  Business Response

  Date: 06/10/2025

  Please find this company's response attached

  Customer Answer

  Date: 06/16/2025

  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 # 23409582. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  We were not contacted by liberty mutual, please provide number for us to give you a call , thank you.

   

   

  
  [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,
  

  Luis

  
  

  
  
  

   

  
  

   

  

  Business Response

  Date: 06/20/2025

  Please find our response attached