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 1,526 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromJohn C
Date: 08/01/2022
1 starTerrible company to deal with, waited for days to hear about claim status. They will not return calls or emails.Review fromTremendous H
Date: 08/01/2022
1 starIf this allowed me to put zero I would and I will be researching for another insurance company. The customer service is horrible from the staff, managers and corporate. I went to purchase a brand new vehicle with my daughter on 7/20/22 In which I call for a quote becaus I already had a policy but it was extremely high so I advise I will not take it and I found something cheaper. So a week later notice documents to sign and after going into my app realize my poly changed and the fee.Call the horrible customer service and was advised it cant be remove until I agree there was no claim or accident. I told the staff no I am not agreeing because I didnt agree to add. So I ask for a supervisor and was provided escalation specialist who was ******************* I then hang up no compassion, care or customer service. Still waiting for a manager and the corporate to call. This is illegal and violation of my personal information. The staff advise me its not illegal to add and change someone policy. I was so upset as to this situation.Review fromClaire K
Date: 07/30/2022
1 starThis company is an absolute nightmare. After 10 years of paying them, 6 for homeowners insurance, we had to file our first home claim. Neighbors tree fell and took out our power line and a section of our homes exterior. We lost power in more than 90-degree weather. It took more than a week after our claim to hear from LM. We payed out of pocket for a hotel and an Airbnb. It took 2 weeks for them to get a field adjuster out to our house - and he turned out to be a private contractor. Weve been passed among 5 different desk adjusters and 3 different field adjusters. Then theres a separate adjuster for living expenses. But none of them will review the house damage pictures we uploaded or notes of all our previous calls, return a call, email, or respond in any way. My family has now been out of our home without electricity with weather continuing in the 90s for more than 3 weeks. No end in sight. I called customer service to file a complaint with a supervisor, and I was told that their system denied my request. Our currently assigned desk adjuster (the twice I have ever spoken to him over the past 3 weeks) treats me like Im unreasonable for taking issue with LMs lack of communication or movement on our claim. He says theyre merely going through the process. Though friends and family with other insurers have been astounded by how terrible LM has been. Even our contractor says this is the worst experience hes ever had with an insurance company in his 10 years of work. While we are stuck in limbo, my toddler is bawling every night to go home, and Im getting closer to delivering my baby. Living in a crappy Airbnb. Waiting on the insurance company that has taken my money for 10 years to do what Ive paid them to do.Review fromLynn P.
Date: 07/29/2022
1 starI am 53 years old, a business professional and only had 1 accident when I was in my early 30's someone ran a stop light and hit me. I have never filed a claim with Liberty Mutual insurance.The last week in April 2022, I had a fender ******, literally, air bags did not deploy the other vehicle was not harmed and my front hood area and grill were slightly damaged. I have been without a vehicle for 3 months now, because Liberty Mutual kept denying claims on items as simple as the pins and clamps needed to hold my radiator and air compressor in. These are not extremely expensive items and are not on back order. I have borrowed vehicles, rented, been without a vehicle, walked, as renting a vehicle is expensive and I had to get to work. I am lucky, I chose a great place for car repair (********* Collision ) they have been adamant about making sure my car was completely repaired and that the insurance company covered it. My policy stated that my rental car would be paid for- for 30 days or up to 900$. They would only pay for 30 days at 700$. I called and asked for further assistance because I would not have my car back after 30 days, No was my answer. I called back many times to see if there were issues that was delaying my car repair and they kept stating No issues.It just so happened my insurance came due for renewal during this time. I pay my insurance a year up front. My rates almost doubled. I did not renew with Liberty Mutual. They are a large corporation. They only care about the money they are getting and saving as large corporations and businesses do.I hope this helps someone to not use this company- go with a local company-someone you can talk to- who lives in the community and cares about the people in their community. ************Review fromNick s
Date: 07/28/2022
1 starI had insurance with them for 11 months after a credit card was lost I had to replace it. My auto payment did not go through for that month. Never got any kind of notification they just canceled my policy. Then how I found out about it all was that I got an email saying they were sending my balance of $198 to collection if I did not pay it by the 27th. Mind you this was 13 days away from that time. Over the next 13 days I tried at least twice a day to pay this as I am working on my credit and do not want any negative collections on it. I tried chatting online even during work day and it would always say no customer service is available to help me. I tried calling them by phone two or three times a day but if I would get lucky enough to get through to somebody it would hang up. This happened at least seven times. My old account number would no longer work as my account had been canceled so the automated payment would not allow me to pay it. I then sent an email to the company asking to speak with management about this matter. I was a customer for 11 months and never missed a payment and I could not even communicate with this company I could imagine if I would have got into an accident or something would have happened where I needed confirmation from them I would have never have gotten it. Now I have collection calling me over $198 I don't know if my credit will be affected immediately but I do know that this company was very unprofessional and I have not ever been late on a **** and it makes me feel cheap. When really their professionalism is just not there you can't even give them money if you wanted to. And that is just not good for business. I have since found a new insurance company with great customer Communications and lower rate.Even though my monthly payment was only $58 a month somehow they got my **** all the way up to $198 cancellation fees I'm sure but I will regrettably pay it. Even though at this point I feel like they are the ones that are liable.Review fromSam K
Date: 07/28/2022
1 starSam K
Date: 07/28/2022
I think liberty mutual home insurance is grossly overrated. Four years ago my 12-month premium was $ 4000.00,a year later the renewal premium went up to $4500.00, the following year over $ *******, now its $ *******, I havent had a single claim in 30 years.The $4000.00 was a bait before the sting.Dont trust liberty mutual or others, shop for premiums every other year like Im doing now.The while industry is out of control.
Liberty Mutual Group
Date: 08/01/2022
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 fromIan Z
Date: 07/27/2022
1 starIan Z
Date: 07/27/2022
The short experience I had with Liberty Mutual has been the worst experience I have ever had with any company. It started with a fender ****** in May of 2022. They took 3 weeks to arrange for my Jeep to be towed to the auto body shop. After getting my jeep back 5 weeks from the accident the Jeep immediately overheated. I had it towed back to the shop. I got a call saying I needed a new engine and the adjuster from Liberty Mutual will contact me. He did, and proceeded to tell me my vehicle's engine won't be covered and I have to now replace it myself. To top that all off My insurance premium was 8k a year and I was quoted $2500 from someone else. What a scam. No customer service, to big for there own good. This should be criminal.Liberty Mutual Group
Date: 07/28/2022
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 fromTravis C.
Date: 07/27/2022
1 starTravis C.
Date: 07/27/2022
My wife was on the other end of a minor accident with someone who is insured by Liberty Mutual. It took place on June 18, 2022 and it is now July 27, 2022 with my wife's car still not being fixed. Both my wife and I, as well as the body shop, have been calling Liberty Mutual for weeks. The initial claims person, the auto adjustor, and a manager....nothing. Every number goes straight to voicemail every single time, and emails are never responded to. We've called dozens of times over the weeks, sent several emails, left tons of voicemails, nothing. I called and placed an escalation ticket with their general service number, haven't heard back yet. This is the worst customer service I have ever experienced from a large company, especially in auto insurance. Thankfully my wife's car is still drivable, I can't imagine if it wasn't drivable or totaled and we were out a car this entire time. This has certainly taught me to never, ever get insurance through Liberty Mutual and tell others to never go with you.Liberty Mutual Group
Date: 07/28/2022
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.Travis C.
Date: 08/01/2022
I emailed the address that was sent to me for higher level support on Thursday morning. It's now Monday morning at roughly the same time, still no response from the email. Still can't get ahold of anyone on the phone. Still ridiculously poor customer service.Review fromGayle M
Date: 07/27/2022
1 starGayle M
Date: 07/27/2022
Have been with Liberty since 2016. Bundled car and home. Rates are sky rocketing and looked into cheaper rates. The significanly lower rates on both prompted me to switch. Being told now that I owe since cancellation and they are stating I was paying a month behind. I know this isn't how insurance works so I have now called 3 times for them to repeat the same thing. I've never been late as they did auto debit and have been since the beginning. They are offering no reasonable explanation for why I owe. Have been advised not to make payment and wait for them to prove why I'm being charged.. Opting to continue to wait on promised call back from a supervisor who will more than likely tell me what the previous reps have already told me. They will have to prove it on paper before they get my money. Never had any issues with them before now, but was never late on payments and had no claims. The only time I called about a claim they said my deductible wouldn't cover and according to repair cost it could have been. Claim wasn't reported so I'm thankful for that. I just need for them to explain to me why I'm owing now. New company will want their money upfront then I'll owe Liberty as well. Expensive month to be covered and have to deal with this.Liberty Mutual Group
Date: 07/28/2022
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 fromShanice M.
Date: 07/27/2022
1 starShanice M.
Date: 07/27/2022
If I can give 0 starts I would. Be careful with Liberty Mutual Danvers, all they care about is making commission! I called for a quote on insurance in February and informed the agent I was working with who's name is ***** E( if you get him RUN) that I was going with a different company and I will not be using Liberty Mutual and he responded saying ok thank you. Almost 6 months later I receive an call from a collection's agency saying that I own liberty mutual $500, come to find out ***** enter a policy under my name with the wrong address so I wasn't getting any mail that was telling me I had a policy open because I would've been addressed he situation. I called liberty mutual and they informed me they have no signed paperwork from me and they will close it. They seem to not have a care in the world that they were about to ruin my credit score because one of their agent are greedy and just wanted a commission. DO NOT GO WITH LIBERTY MUTUAL! I'm still trying to understand how a quote led to a policy to a collection agency. This why its people are scared to give out information now. THE WORST!Liberty Mutual Group
Date: 07/28/2022
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.
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.