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 1,524 Customer Reviews
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Review fromMichael E
Date: 08/18/2022
1 star(This concerns ONLY the customer service aspect of this business.) I recently moved out of state so I have to change the address on my car insurance policy. I first tried to do this online, but my online account says that this is something that can only be done over the phone. This seemed almost as outrageous to me then as it does to me now, but for fear of having out-of-date insurance information I went ahead and called the number provided. As of right now, I've been on hold for FOUR+ HOURS and counting. I'm being told (over and over again) that "all agents are currently assisting other callers" and that my call "will be answered in the order it was received," but there's no indication of where I am in line or even the vaguest estimate of when I might be able to speak to a representative. They also don't provide the option of scheduling a return call, so I'm left to fritter the entire day away waiting for someone to pick up. Completely unacceptable. This is a sorry excuse for a business, and I pity anyone who is suckered into buying coverage from them.Review fromAlexann W.
Date: 08/17/2022
1 starClaims are handled horribly. I wish I had read these reviews before signing up with Liberty Mutual. I needed my truck towed, but it wasnt urgent. The lady told me I could wait a day and it would be covered (as what I it for) or I could pay $135 which would be fully reimbursed (which I confirmed with her three times) and have it towed that day. I chose to have it towed that day knowing I would be reimbursed. I have attempted to call the claims department four times over the course of a more than a month now since I have not received reimbursement. I have not been able to get through to anyone, just put on hold for around 30 minutes each time then told the mailbox is full. When I was finally able to speak with someone, I was told I would only be reimbursed $50. I am infuriated with this company. Treat your paying customers better.Review fromSusan T.
Date: 08/15/2022
1 starSusan T.
Date: 08/15/2022
If I could give them a minus 10, I would...my friend backed into my car and turned it into her insurance company liberty mutual and they were terrible to deal with...not answering my calls or texts for over a week, not paying decent labor rates for body work, I have no money to pay out of pocket so would have been forced to go to a shop THEY have a contract with if mybfriend hadn't stepped up and agreed to pay the out of pocket extra, i am recovering from nose surgery and not feeling well so feeling anxious and stressed and their adjuster told me he understood how I felt...hearing that was not helpful and a waste of my time and energy and there is no way he could know how I felt...I can't afford the supplemental insurance for a rental car and cantankerous the risk of something happening to a rental because no way could I afford my deductible, and he had the nerve to tell me he knew how I felt...then 2 1/2 weeks after the accident, I get a letter telling me I had to submit a form to dmv within 10 days of the accident if the damage was over $1000 ...he knew less than a week after the accident that it was over that amount and never told me...a company with profits over $48 billion last year should train their staff how to be compassionate without being insulting by telling someone they understand how they feel...I am totally disgusted and I hope I never have to deal with them again...not only that, a year ago, I checked into their auto policies since they advertise their cheaper rates...ha! It would have cost $200 more a year...they don't deserve even one star
Liberty Mutual Group
Date: 08/15/2022
We appreciate the time you have taken to share your thoughts. We are working to address the concerns you previously submitted to our ******************** Team. Please feel free to contact us at ******************************************************************** to add any new information for consideration.Review fromBozena L.
Date: 08/15/2022
1 starBozena L.
Date: 08/15/2022
Its really bad company, I am insured with them for almost 20 years , I am not sure what happened and when they decided to change the way they do business. In the past when I had hit and run , they would take over , I had other car hit mine on parking lot , I had police case number, license plate from the other car, women on the phone informed me that I have to call the other person insurance, after I explained to her several times that all I got its his license plates, having similar issues in the past I expect the same response. Last time similar incident happened Liberty Mutual went above and beyond to help. Unfortunately this time the person on the phone was very unhelpful I had the impression that she was annoyed with me because I called to file a claim she advised me to once again called insurance of the other card which once again I explain to her I do not have those information police officer did not provide me with incident report she proceeded to tell me over and over again that I need to take the car to the garage and pay my deductible which is thousand dollars,I did not change my policy Im not aware that my deductible one from $500-to$1000 deductible, she also strongly suggest that Im the one who hit my car and trying to pin on the other person the damage I understand was Saturday morning mean when I called but I did not ask her to take this job. Im definitely looking for a different company to insert my car if I could I wouldnt give them any starsLiberty Mutual Group
Date: 08/16/2022
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 fromMarla G
Date: 08/11/2022
1 starMarla G
Date: 08/11/2022
Liberty mutual is one of the worst insurance companies that you could ever use. I canceled my policy and a credit and they kept the credit and then turned me into the credit bureau for the money that they took. Now have a ding on my credit right now for $144 balance that I don't know. Put a claim in for my car my car was not repaired it is still damaged. Paid them money for almost a year and when I had a claim put in they did not even fix it.I'm going to file a claim with the attorney general's office to see if something can be done to this company they act as if they are untouchable and that they can do their customers any type of way and nothing gets done to them. Well everyone has their day. Liberty mutuals day is coming. You do not treat your customers like that and think that your business is going to last. It won't.... Before you know it you will not have any customers because of how you do business and how you treat them.Liberty Mutual Group
Date: 08/15/2022
Good afternoon *****************, 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 fromSherlanda M.
Date: 08/11/2022
1 starSherlanda M.
Date: 08/11/2022
This is the worse insurance company ever! My husband and I have purchase auto insurance with Safeco since moving to ***** 4 years ago. Never had a ticket, nor an accident, never filed a claim until July 25th 2022. Something impacted my 2017 ****** Maxima and it shattered my glass moonroof. When it rained outiside it also rained inside my car due to the glass moonroof being impacted. I'm no professional. I actually thought that the extreme heat and then it rained, my have caused it to crack. But if I'm paying my FULL COVERAGE premium (automatic pay) every month then I expect for my car to be covered. If it didn't fall under Glass. If not, it surely should have fell under COMP. They DID NOT Cover my damages after the service adviser at ********************** told them that my car was impacted in writing. Nor did they cover my rental for 4 days that I had it. I finally receive an email on August 4th and then a letter on August 8th indicating my claim had been denied as of July 28th 2022, by the manager ******************, telling me that my claim was denied due to wear and tear. I have never heard of wear and tear for a glass moonroof. I was told that they would wait to see what the service advisor said before they could make a final decision. No one came to actually look at my car. Needless to say I had to pay out of pocket for my car to be repaired. So why do I need insurance if they will not pay when something happens to your car. Especially when it NO FAULT of your own. I will never refer anyone to get insurance through SAFECO w/LIBERTY MUTUAL. Not to mention it takes over an hour to get someone on the phone. My agent was useless. No one can explain to me why my car wasn't covered.Liberty Mutual Group
Date: 08/15/2022
Good afternoon *****************,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 fromEarl H
Date: 08/11/2022
1 starEarl H
Date: 08/11/2022
Better hope you don't have a claim. So far my claims experience has been awful. I have never filed an insurance claim in my entire life and would expect a higher level of professionalism from Liberty Mutual. The process for a relatively small claim has been dragging out for weeks with no resolution. Estimated repair costs are all underestimated and the mitigation department has had a report from the water mitigation company I used for weeks. I have already switched insurance companies at this point and recommend avoiding them.Liberty Mutual Group
Date: 08/15/2022
Good afternoon ****************,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 fromChristina R
Date: 08/11/2022
1 starChristina R
Date: 08/11/2022
Terrible company to deal with, waited for days even weeks to hear about my claim status. They will not return calls, emails or text messages. You can never speak to a live person. When you do speak to customer service they are rude and will not help you. Stay away!Liberty Mutual Group
Date: 08/15/2022
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 fromDale r
Date: 08/10/2022
1 starDale r
Date: 08/10/2022
Crooks I called for a quote for insurance and they gave me a decent price. Although they kept trying to upsell me. We went back and forth and everything got set up. I told them put it on hold i want to start the policy sept 1st she said no problem. The down payment will be 503 due on sep 1st. They went into my account and took out ******. And now wants to play games and not return it. CrooksLiberty Mutual Group
Date: 08/11/2022
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 fromT. P.
Date: 08/10/2022
1 starT. P.
Date: 08/10/2022
Liberty Mutual has the worst claim practices for an insurance company - stay far away. They will not hold to any standard when you have a claim. Not even when you're 100% not at fault. It has been four months and they refuse to pay and even contact the financial company where money was borrowed. It is ricocheted and caused bad credit, loss of vehicle, loss of wages, and medical bills. All because they refuse to pay out when all three cars involved had Liberty Mutual. There's even a police report and an arrest against the person at fault. And they still refuse to assess the damages in writing, they have called my vehicle a total loss; refuses to tell that to the financial company. It also forced me to take my total loss vehicle and sell it for salvage. Although they will not admit the car is a total loss. "Pay for what you need" is Liberty Mutuals slogan. Please be careful because they will not tell you what you need, until it comes to a claim; then you will be at 100% loss of everything, your fault or not.Liberty Mutual Group
Date: 08/11/2022
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.T. P.
Date: 08/14/2022
How are they to be contacted if the information is blocked out?
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