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.

close

Find a Location

Liberty Mutual Group has 243 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Liberty Mutual Group

  175 Berkeley St Boston, MA 02116-5066

  
• 

  Liberty Mutual Group

  401 Plymouth Rd Ste 450 Plymouth Meeting, PA 19462-1636

• 

  Liberty Mutual Group

  5550 Wild Rose Ln Ste 400 West Des Moines, IA 50266-5351

  
• 

  Liberty Mutual Group

  1201 K St Ste 950 Sacramento, CA 95814-3991

  
• 

  Liberty Mutual Group

  225 Borthwick Ave Portsmouth, NH 03801-4152

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:05/30/2025

  Type:Customer Service 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.

  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 Group

• Initial Complaint

  Date:05/29/2025

  Type:Sales and Advertising 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.

  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: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.

  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
  Group

  Customer 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: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.

  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 3yrs

  

  Business 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 Group
  

  Customer 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

• Initial Complaint

  Date:05/28/2025

  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.

  December 2024 was the date of this occurrence. I started calling my agent on a Friday afternoon to see about getting an extension so that the auto draft would not overdraft my bank account. I left my name my number and my agent never returned my call. I continue to call throughout the weekend and on Monday. I called the main office and spoke with another agent that exclaimed she could not understand why the lady would not return my call. So explained I was canceling my insurance with Liberty mutual because of her lack of communication to me. I acquired other insurance from another company, my bill is literally less than half of what it was with Liberty mutual. I was also was going to inquire why my bill was so much. To this day I still have not had any response from her. I do continue to carry renters insurance through Liberty mutual. I have resulted in other Auto insurance. I would like for them to dissolve this debt so that it is no longer on my credit report. Thank you.

  

  Business Response

  Date: 06/02/2025

  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 2, 2025, by email. Sincerely, The Presidential Service Team, Liberty Mutual Group       

  Customer Answer

  Date: 06/03/2025

  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:05/28/2025

  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.

  Long story short, I was adding a third motorcycle to my policy. The company I went through no longer does motorcycle insurance so they pushed me off to a sister company without telling me. We agreed on $132 a month and five days later the sister company took a years worth of payments out at one time bouncing my account and now theyre telling me that I cant have the money back until June 5. The policy has already been canceled. Theyve already been given the proper bank papers. Theyre not returning my calls. And they say, can you please hold and they hang up on me. At this point, Im left with negative balances that are going to keep bouncing and accruing more charges and I have no money at no fault of my own.

  

  Business 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 04, 2025, by email.

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

• Initial Complaint

  Date:05/27/2025

  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.

  My daughter broke her leg at school on March 24, 2025 she had to have surgery and have screws placed. She still can currently not walk without an24, 2025 she had to have surgery and have screws placed. She still can currently not walk without a brace and is still seeking treatment. I was given a large commercial adjuster ********** ******* ******** Who does not answer her phone or return emails. Nor do her *********** Other workers who try to assist me sent me to ******* Supervisor which ended up being an invalid phone number ********** ***** ****, and was then transferred to another person ******* ****** **********. After all this, I still have not spoke to one person who could tell me anything about this insurance claim all I get is a runaround twomonths later $30,000 almost in Dr ***** and no one can tell me anything.

  

  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 2, 2025, by email.
  

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

• Initial Complaint

  Date:05/27/2025

  Type:Billing 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.

  05/27/25 ******* ***** *********************************************************************************************** ************** ************************************************************* Dear Transunion I have thoroughly reviewed my credit report and I would like to inform you of the inaccuracies it contains. I am requesting, under the provisions of the ****, 15 USC section 168ii, that you investigate these account. I am requesting that you provide validation of this debts. True validation should not be simply verifying the original creditor. Validation must have the requisites to enable it to be recognized and enforce by the ****** ****** v. Midland Credit Management, ***** the courts said, during a dispute and subsequent investigation, with the original creditor, collection or a credit bureau, that the original creditor or collector must provide account level documentation. That means an original contract or similar proof; not just a printout of the payments that were made. It does not suffice.Provide me with the following:A copy of the original contract you alleged I signed An accounting of how payments were applied. The interest that was added along with any ancillary charges. Identify the original creditor. Prove the statute of Limitations has not expired. Provide verification or copy of a judgment if there is one. Provide licensing information that allows you to collect in my state.Per the ***** 1692G, all collection activity must cease until validation is supplied. Collection activity includes credit reporting. Per the ***** this should not be reported to an CRA until validation is provided.If you fall to comply to this request to investigate and delete 30 days from the date of this letter, I will be forced to file a complaint with the ***** I will avail myself to pursue all my rights of private action under the ***** and or the **** where appropriate.

  

  Business Response

  Date: 05/27/2025

  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 27, 2025, by email. 
  Sincerely,
  The ******************** Team
  Liberty Mutual Group

  Customer Answer

  Date: 05/27/2025

  [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:05/25/2025

  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.

  We canceled our auto insurance with liberty mutual on 04/06/2025. We have since received a bill for $1080. We called to check on this and they said that we made a policy change in may of 2024. We did not. they did claim that we never signed the policy change agreement. They also claim we never signed another change that says if we don't sign the change, we imply that we do accept the agreement. Again, we never signed this agreement. We don't feel we should pay for a service we never received a year after they claimed we agreed, The policy # is AOV-251-******-80. They have reduced the amount they say we owe to $812 after speaking to them

  

  Business Response

  Date: 06/02/2025

  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 Month June 2, 2025, by email.
  
  Sincerely, 
  The ******************** Team, Liberty Mutual Group

  Customer Answer

  Date: 06/07/2025

  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:05/23/2025

  Type:Sales and Advertising 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.

  Deceptive practices from this insurance company...lied to about reports and video taken.

  

  Business Response

  Date: 05/29/2025

  We are in receipt of the complaint for the case referenced and welcome the opportunity to respond to the inquiry. A detailed response has been communicated directly to the complainant on May 28, 2025, by mail.
  
  Sincerely,
  
  Presidential Service Team

  Customer Answer

  Date: 06/03/2025

  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 never received the letter Liberty Mutual said it sent me on 5/28/2025. 

  

  Business Response

  Date: 06/09/2025

  We are in receipt of the complaint for the case referenced and welcome the opportunity to respond to the inquiry. A detailed response has been communicated directly to the complainant on June 9th, 2025, by email.
  
  Sincerely,
  
  Presidential Service Team