Reviews
This profile includes reviews for Liberty Mutual Group's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 1,527 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromKatherine S
Date: 07/08/2025
1 starKatherine S
Date: 07/08/2025
Motto should be "We don't pay for what you need."We had a tree fall on our house. Our policy was for full replacement value, but they only paid about 65% of the cost for repairs to our home. The adjuster was rude, non responsive and did not properly review documents we had provided. We are switching, even if it costs more. The claim was for about 29k, so not huge.
Liberty Mutual Group
Date: 07/09/2025
I am truly sorry to hear about your experience with our claims service.
We truly appreciate the time you have taken to share your thoughts. We would like the opportunity to address your concerns. Please contact the ******************** Team at ******************************************************************** to discuss your concerns.Review fromSylvia K
Date: 07/04/2025
1 starSylvia K
Date: 07/04/2025
I used Liberty Mutual while working, it was payroll deduction, after retiring they received 1 or 2 month more of car insurance, a lady called me and advised I owed $700 plus dollars, I asked was it for 6 months, she never replied, I asked how much is it for 1 month because I would be selling the car, she stated you have to pay the $700 plus dollars, thats stupid most car insurance is paid monthly.Liberty Mutual Group
Date: 07/07/2025
We are sorry to hear about your experience and appreciate the time you have taken to share your thoughts. We would like the opportunity to address your concerns. Please contact the Presidential Service Team at [email protected] to discuss your concerns.Review fromFrank P
Date: 07/01/2025
1 starFrank P
Date: 07/01/2025
Raised my home insurance premium from 2k to over 7k. Had no notification other than the "your policy has automatically renewed" email. Six months later my escrow on the mortgage is overdrawn and my monthly mortgage payment went up 1k. Cost me almost 9k out of pocket. I never would have guessed my premium would increase over 5k with such little notification.Liberty Mutual Group
Date: 07/08/2025
We are sorry to hear about your experience and appreciate the time you have taken to share your thoughts. We would like the opportunity to address your concerns. Please contact the ******************** Team at ******************************************************************** to discuss your concerns.Review fromDan J
Date: 07/01/2025
1 starDan J
Date: 07/01/2025
Had a house fire. 3rd party adjustors total was 240k is damages Lib. Mutual cut me a check for 13k. Wanted me to paint and wash. My waterlines melted electrical burnt up, joists ****. Soot thoughtout intire home, in walls, hvac, electrical panel, busted down door from response team. None of that was listed. **** doesn't give a rats behind about anything but profit margins.Liberty Mutual Group
Date: 07/03/2025
I am truly sorry to hear about your experience with our claims service.
We truly appreciate the time you have taken to share your thoughts. We would like the opportunity to address your concerns. Please contact the Presidential Service Team at [email protected] to discuss your concerns.Review fromKevin B
Date: 06/29/2025
1 starKevin B
Date: 06/29/2025
Liberty Mutual has proven to be extremely frustrating to deal with. They make it nearly impossible to cancel your policy. Despite sending the required documents three times, they claim not to have received them and refuse to cancel our policy or refund us for the overcharges. Additionally, they auto-renewed our policy without our consent, even after we informed them that we no longer live at that address since we built our home and are no longer renting. The customer service has been dreadful, and it feels like this is a tactic to take advantage of customers. We intended to cancel our policy in September 2024 because we no longer needed renters insurance. We opted for a different insurance company that offers better coverage and service. However, they never processed our cancellation, which we only discovered when it appeared on our credit report. This experience has been a complete nightmare, and I would not recommend this company to anyone.Liberty Mutual Group
Date: 07/01/2025
We are sorry to hear about your experience and appreciate the time you have taken to share your thoughts. We would like the opportunity to address your concerns. Please contact the Presidential Service Team at [email protected] to discuss your concerns.Review fromAnna R
Date: 06/27/2025
1 starAnna R
Date: 06/27/2025
I am writing to express my significant disappointment with Liberty Mutual regarding a policy change. As a loyal customer for over 12 years, I was surprised to discover a substantial increase in my premium through my paycheck deduction, which was a result of a mistake on Liberty Mutual's end.
I was not notified about this increase by Liberty Mutual. It took several days of communication with both Liberty Mutual and my payroll department to understand what had happened. Yesterday, Liberty Mutual finally explained the situation, and despite the error being on their end, I am still expected to bear the cost of their mistake. I only received an apology for the inconvenience.
As a result of this issue, I immediately canceled my payroll deduction and secured a new policy with a different insurance provider.Liberty Mutual Group
Date: 06/30/2025
We are sorry to hear about your experience and appreciate the time you have taken to share your thoughts. We would like the opportunity to address your concerns. Please contact the Presidential Service Team at [email protected] to discuss your concerns.Review fromShelley G
Date: 06/26/2025
1 starShelley G
Date: 06/26/2025
We lost our home completely to an F4 tornado on 5/16/25. The adjuster for our personal property insurance has been awful. We lost our all of our contents. Our policy covers $116,000.00 in personal property. A lady came to our home and took pictures when it happened and our adjuster did his estimate from her report. He did not even ask me for a list of inventory or anything. I just woke up today to an email saying I was sent a Payment for $16,000.00. I emailed the adjuster my concerns and sent a copy of our inventory and a list of my husband’s tools. The adjuster’s attitude was awful he made me feel like a criminal
Said a theater system for $1800? you can get those for $200.
He also told me that if the couch was only 2 years old I should know more about it than I do
He also said “what happened to this stuff did it just get blown away?”
He asked me if I had receipts and if i didn’t then I could call stores that I bought the stuff from and get them to go back and print another receipt.
My parents also lost their home and their insurance company hasn’t gave them trouble at all like this.
The adjuster had zero compassion and zero respect empathy. He added insult to injury and when someone is going through the hardest time of their lives, fighting with insurance is the last thing we should have to do.
I have paid my premium of over $2000 for homeowners insurance on time for years in order to have coverage for times like this, this is unacceptable:Liberty Mutual Group
Date: 06/30/2025
I am truly sorry to hear about your experience with our claims service.
We truly appreciate the time you have taken to share your thoughts. We would like the opportunity to address your concerns. Please contact the Presidential Service Team at [email protected] to discuss your concerns.Review fromMonica E
Date: 06/25/2025
1 starMonica E
Date: 06/25/2025
I have had Liberty Mutual auto insurance for years with no accidents, and yet they raise my rates every year. In the past when I brought this up to someone, they told me, I could lower my rate if I got rid of collision coverage (my car is old). Recently I was involved in an auto accident that was not my fault, and I was totally reliant on the other driver's insurance for help because I got rid of my collision coverage. On top of that, Liberty Mutual sent me a letter giving me the option to opt out of uninsured motorist coverage or my rates would go up. Needless to say, my rates have probably gone up. Lemu is shady y'all, and could leave you high and dry in a pinch. I will be taking my business elsewhere.Liberty Mutual Group
Date: 06/27/2025
Hello Monica,
Thank you for reaching out. We're sorry to hear about your experience and appreciate the time you have taken to share your thoughts. We would like the opportunity to address your concerns. Please contact the Presidential Service Team at [email protected] to discuss this matter.Review fromMike R
Date: 06/21/2025
1 starMike R
Date: 06/21/2025
Worst insurance company EVER! Criminally over priced! I have a perfect driving record, no tickets, no accidents. Every renewal date they raise my rate at least 20/month. Called them and asked them why. Connect me to a "rate specialist" who informs me that $270/month is the lowest they can do. They raised my rate $50/month for changing my auto-pay from the 1st to the 15th. My renewal is up in July and they're raising it to $298/month. Just switched to Geico for BETTER coverage for only $80/month! I was dumb enough to let them rob me for the last 4 years. Don't be like me and let these criminals slide with taking advantage of you. CRIMINALS!!! They dont even deserve 1 starLiberty Mutual Group
Date: 06/24/2025
We are sorry to hear about your experience and appreciate the time you have taken to share your thoughts. We would like the opportunity to address your concerns. Please contact the ******************** Team at ******************************************************************** to discuss your concerns.Review fromJames F
Date: 06/21/2025
1 starJames F
Date: 06/21/2025
Liberty is racketeering with its unethically high pricing on insurance. When filing a claim against the other party, Liberty Mutual **** are not professional and want pieces of information. When you provide that information they claim that court endorsed documents is not good enough. They tend to deliberately want to stall for time instead of closing a claim. Their *** harassed me for an amended police ***ort and every legal channel I went to said the court document was superior. They don't want to pay with all honesty and that's why I deem them to be equivalent to a deadbeat and racketeering enterprise. The need to be served a cease and desist order by the ************************ for all 48 contingent United States including ******, ******, and the ********************.Liberty Mutual Group
Date: 06/24/2025
We are sorry to hear about your experience and appreciate the time you have taken to share your thoughts. We would like the opportunity to address your concerns. Please contact the ******************** Team at ******************************************************************** to discuss your concerns.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.