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.
- 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:06/02/2025
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.
Recently, I found liberty mutual has posted a collection on my credit profile for $437. I quickly knew this was from a policy from six or seven years ago that I had canceled and they continue to invoice me. I specifically recall having to call 2 to 3 months in a row to get this policy canceled after my service was already switched over to State Farm. I called and spoke to a couple **** who acknowledge the issue which stated to fix it I would need to give them a declaration page proving that I have carried insurance from a new carrier for each year since this policy was canceled. My current insurance provider will not send me a declaration page for a policy for every year for the past seven years. To make this request is only an attempt to make it difficult to fix your own mistake and has nothing to do with the failure of closing out the-policy in a timely manner.. This is a horrible business practice and meant only to avoid maintaining your own responsibilities and push additional requirements on the customer that have nothing to do with the problem. Our agreement was initiated verbally, and was canceled verbally. I am in no obligation per state and federal law to continue to pay you after the verbal notice to cancel. My expectation would be for liberty mutual too. I just said balance to zero and immediately notify all major credit bureaus. I reserve all rights for civil litigation until this matter is fulfilled. I will award liberty mutual ********************************* response. Without it, I will file civil litigation representing myself as an attorney-at-law.
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 June 9, 2025, by email.
Sincerely,
The ******************** Team, Liberty Mutual GroupInitial Complaint
Date:06/02/2025
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 spend over 3700 on car insurance for two cars and my wife and I work from home. we drive less than ***** miles ayear. Plus I spend thousands more in home and umbrella insurance. You're still going to charge 95 dollars for a jump start on roadside assistance? These nominal expenses should be coverdedBusiness Response
Date: 06/04/2025
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 4, 2025, by email.
Sincerely,
The ******************** Team, Liberty Mutual GroupCustomer Answer
Date: 06/04/2025
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.
They didnt offer any adjustments or courtesy. This is a 95 dollar charge. Theyre also very expensive. I drive 100 miles a week but I pay 2 k per vehicle with bundled insurance home umbrella. Clean driving record. Mid 40s with only my spouse driving.
When my policies are up for renewal in a few months, will look at other insurance providers.
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: 06/11/2025
We are in receipt of the additional complaint for the consumer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on June 4, 2025, by email. There has been no change to our position.
Sincerely,
The ******************** Team, Liberty Mutual GroupInitial Complaint
Date:06/01/2025
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.
Liberty Mutual collects data from my smartphone for its Right Track program. I noticed some inconsistencies with the score they have given me. Liberty Mutual gave me a score of 69 wheel GEICO uses the same data and gave me a score of 89. Both Liberty mutual and GEICO are using the same data from the same smartphone from the same trips, but the scores are different. I would like Liberty Mutual to take GEICOs score and give me a 20% discount on my auto insurance policy.Business Response
Date: 06/09/2025
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 GroupCustomer Answer
Date: 06/09/2025
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.
They did not complete the case.
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,Henggao
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 17, 2025, by email.
Sincerely,
The ******************** Team, Liberty Mutual GroupCustomer Answer
Date: 06/26/2025
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.
They did not solve anything or directly address the discrepancy. How can Geico and Liberty Mutual come to two very different conclusions about my traveling habits when they are using the same data from the same iPhone? There is a data integrity issue here and it must be audited.
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,Henggao
Initial Complaint
Date:06/01/2025
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 have been trying to cancel this policy for about 6 months. ****** continues to make accounting/billing errors. Now, to culminate this nightmare, I received a collections bill for money I do not owe. ****** needs to get its house in order. You can't even talk to a real person to try to resolve this. Absolute nightmare.Business Response
Date: 06/05/2025
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 5, 2025, by email.
Sincerely,
The Presidential Service Team, Liberty Mutual Group
Initial Complaint
Date:05/31/2025
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 not liable for this debt with Liberty Mutual, I do not have a contract with Liberty Mutual , they did not provide me with the original contract as I requested.Business Response
Date: 06/05/2025
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 5, 2025, by email.
Sincerely,
The Presidential Service Team, Liberty Mutual Group
Initial Complaint
Date:05/30/2025
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 called last year to cancel auto AND homeowners insurance and was supposed to be refunded for both. I just received a renewal notification for the homeowners. I called Liberty Mutual today (30May2025@1442) spoke with ******** (refused to provide employee id# or other unique identifier and refused to get a supervisor on the line when requested). He told me that since the previous *** did not notate that I asked for the homeowners to be cancelled I would have to show proof that I had insurance through another provider in order to get a refund. I should not have to provide this as if the policy had been cancelled when requested it would not be necessary. Their *** not doing their job and properly documenting the call should not be my problem.Business Response
Date: 06/05/2025
We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry. Please know we are directly communicating with the customer as of June 5, 2025, by email to resolve their concerns directly.
Sincerely,
The ******************** Team, Liberty Mutual GroupInitial Complaint
Date:05/30/2025
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.
House flood 6/10/24. Requesting housing extension because Liberty took too long to settle.1. When the incident first occurred, I did not immediately vacate the premises because I believed that staying might expedite the process. 2. I was unaware of the temporary housing provision in my policy until it was brought to my attention later by others. Had I known, I would have made different decisions earlier.3. The first water mitigation team hired by Liberty did not complete the job properly, which necessitated a second team to come in and remediate.4. The initial estimate from Liberty was approximately $39,000, which was grossly inadequate and did not reflect the true extent of the damage. 6. The time spent negotiating the appropriate scope and cost of repairs was excessive. My public adjuster made numerous calls to Liberty, often without timely responses, which contributed significantly to the delay.7. Liberty only recently agreed to cover the actual cost of the cabinetry, which confirms that the original estimates were unreasonably low and delayed the process.8. My interior designer had been unable to finalize the design because we did not have confirmation of covered components (e.g., cabinetry). This lack of clarity directly impacted the availability of tradespeople like electricians and plumbers, who require finalized plans.9. My contractor had scheduled my project months ago, expecting Libertys timely approval. Delays in approval disrupted his scheduling and affected when subcontractors could be assigned to my project. Despite these challenges, my contractor has done his best to accommodate the situation.10. The 6/10/25 deadline provides very little time for me to find alternative housing. 11. While I understand the policy language referencing 12 months of coverage, the delays in processing this claim many of which were outside of my control should extend the timeline in good faith.Business Response
Date: 06/03/2025
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 03, 2025, by email.
Sincerely,
The ******************** Team, Liberty Mutual GroupInitial Complaint
Date:05/29/2025
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.
5/23/2025 I received an email stating my business liability insurance was cancelled. It took 7 calls to speak to someone. The 7th call I called Geico as I was using Liberty Mutual as a third party, they were able to get me in contact with someone at Liberty. When I spoke to *********, she stated that my policy was cancelled due to retuned payment. My fault we had a card lost and had to replace it. I asked why I was not notified prior to this. I have not received anything in the mail, email, or phone call. I asked when the policy was cancelled, she stated APRIL 25, 2025. I got an email on 5/23/2025. She told me I was on paperless billing. I would have not agreed to that I want paper copies of my insurance papers. 5/15/25 I called to get a certificate of insurance there was no mention of my policy being canceled and the agent told me the *** was sent to the requested company 4/25. The *** was also resent to the requested company on 5/15/25They sent a new *** dated to expire in 2026. She asked me if I wanted to reinstate the policy. I asked her would you trust a company that would do this? What if there had been an accident on a job and we did not have coverage. I told ********* that this was a bigger issue, and this needed to be arced up above her for someone to look into. She hung up on me. This is absolutely not the way a business should be ran. There was no care or concern for the customer. I also went over the emails that I have received from Liberty this year. on 2/25/25 I received an email stating my renewal documents were ready. There was ZERO indications to me that there was a problem with our account.Business Response
Date: 06/06/2025
Please reference our attached response.Initial Complaint
Date:05/29/2025
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 April 2025 Liberty Mutual collection agency me stating I owe them for a 2021 audit. For workers comp insurance. In 2021 my broker j ***** canceled all policies due to my business was closed due to covid. Liberty is saying they did an audit for 2021 and fund I owe them over 6k. I told these people several times I never had a policy never paid for a policy because my business was closed. We are a cleaning company, I sent Liberty the cancelation notice they sent me. They still are telling me I owe them. I ask for higher **** today I getting these analyst ******** ***** who called me on 5.22.25 stating the underwriter wants to have a copy of my policy from another company in 2021. I told them several time MY BUSINESS WAS CLOSED DUE TO COVID. Today 5.23.25 I get an email from ******** telling me the underwriter says I still owe the bill. I DONT OWE THEM ANYTHING. I DID HAVE THEM IN 2023 WHICH THERE WAS A BALANCE OWED AND WHICH WAS CORRECT AND I PAID. I NEED AN EXECUTIVE TEAM TO GET INVOLVED AND ASSIST ME IN CLEARING UP THE WITCH **** FOR MONEY,FROM A SMALL BUSINESS WHO DIDNT WORK FOR ALMOST 2 YEARS AND THESE PEOPLE ARE MAKING UP THE BOGUS AUDIT. YOUR HELP WOULD BE GREATLY APPRECIATED.Business Response
Date: 06/04/2025
We are in receipt of the complaint for the customer
referenced herein and welcome the opportunity to respond to our customer's
inquiry. A detailed response was communicated directly to the
consumer on May 23rd, 2025, by email.
Sincerely,
The Presidential Service Team, Liberty Mutual
GroupCustomer Answer
Date: 06/08/2025
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 # 23372790. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
THE ATTACHED LETTER WAS RECEIVED. AGAIN THIS IS INCORRECT. THERE WAS NO BUSINESS CALLED TERRIE MOULTRIE DBA QUALITY 1 JANITORIAL CLEANING SERVICES. THERE IS NO SUCH BUSINESS IN CALIFORNIA FOR ME. PLEASE SEND ME A SIGNED DOCUMENT WITH THAT INFO I SIGNED AND PROVIDE THE EIN NUMBER FOR THAT BUSINESS. ALONG WITH AGAIN MY BUSNIESS Q1JCS WAS NOT IN BUSINESS IN 2021 DUE TO COVID-19. ANY AND ALL PAYMENT WERE MADE FOR Q1JCS NOT THIS TM DBA Q1. LIBERTY ADD THIS ON THEIR OWN AND ALSO MY FORMER BROKER NEEDS TO BE INVOLVED WITH THIS FALSE CLAIM. THEY WERE THE ONES HANDLING MY BUSINESS INSURANCE COVERAGE AND SHE JENNIFER CLARK HAS BEEN IN CONTACT WTH THE BROKER WHO WROTE SAID POLICY FOR SOMEONE BUT NOT MY BUSINESS. PLEASE FIX ASAP.
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,Terri
Business Response
Date: 06/13/2025
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.Initial Complaint
Date:05/28/2025
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.
So in May of 2022 I bought new cars one for me & one for my father both cars are in my name. When it came down to paper work I was referred to miss ******** ******** through a friend who just got his car a she handled all his paperwork for his car to make it all faster. So she set up all my paperwork for insurance for my jeeps through liberty mutual it was supposed to be 2 cars on 1 policy!!! I did the safes driver program also for the discounts. Each year my payments kept going up from 2022- 2025. Come to find out they have been charging myself an my father for double policies, & homeowners/renters insurance that we have never signed for. I still have the documents here that I never signed or sent in. We recently just opened all of the mail to file the papers. My father received a document stating he was paying homeowners insurance he never signed for. How can They charge us with no Authorization at all from either of us? Why did they charge 2 separate policies when I own both cars. We did the bundle deal cause we live together she told me it would save me money if I bundled. An put my father on since he had his license for a long time, & I have no accidents tickets of anything on my drivers record. It was only suppose to be 1 policy with 2 cars on it. Nothing more my father never filled out any documentation at all because she only talked with me. Its been on auto pay so we had no clue we dont talk to one another about payments or bank information until now that this has happened. We stopped payments at our bank. We called liberty they was just as confused as us said they would investigate. Next day they call my father an sat there is nothing they can do. Than I go on the portal they have an it says my policy has been paid in full out of nowhere no explanation nothing. So I need help figuring this out since they dont want to do there jobs. An been illegally using documents & charging us for something we never signed at all. They need to refund us for past 3yrsBusiness Response
Date: 06/04/2025
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 4, 2025, by email. Sincerely, The Presidential Service Team, Liberty Mutual GroupCustomer Answer
Date: 06/05/2025
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 # 23389092. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.I was not satisfied with their proposal at all. Even in the files they sent over there was deleted files out of there own data base that was not signed off on I’m not sure if they know they sent that. But they did my claim number is #23389092 here are the files I would like to add to what they sent me an are trying to do. The paid policy has disappeared off my app magically both cars are one 1 policy now. An I’m still being charged renters insurance without my landlord’s signature that they needed which is why I never sent the paper work back because my landlord already has insurance on the condo we live in. Here are the files to add to my case.
Business Response
Date: 06/26/2025
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
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