BBB Logo

Better Business Bureau ®
Start With Trust®
In Eastern Massachusetts, Maine, Rhode Island and Vermont

BBB Business Review

Are you the Owner of this Business? ×
BBB® Accredited Business Seal

Are You the Business Owner of Liberty Mutual Group?

If yes, click here to login.

Are you...?
Print

BBB Business Reviews may not be reproduced for sales or promotional purposes.

Description

Liberty Mutual Insurance offers a wide range of insurance products and services, including personal automobile, homeowners, workers compensation, property, commercial automobile, general liability, global specialty, group disability, reinsurance and surety.  "Helping people live safer, more secure lives" since 1912.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Liberty Mutual Group meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Find a Location

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Liberty Mutual Group include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 1246 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Customer Reviews  are not used in the calculation of the BBB Rating.

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

1246 complaints closed with BBB in last 3 years | 436 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 83
Billing/Collection Issues 232
Delivery Issues 24
Guarantee/Warranty Issues 29
Problems with Product/Service 878
Total Closed Complaints 1246

Additional Complaint Information

Customer Reviews  are not used in the calculation of the BBB Rating.

Customer Reviews Summary Read customer reviews

92 Customer Reviews on Liberty Mutual Group
Customer Experience Total Customer Reviews
Positive Experience 6
Neutral Experience 3
Negative Experience 83
Total Customer Reviews 92

Additional Information

top
BBB file opened: April 26, 1931 Business started: 01/01/1912 in MA Business incorporated: 11/28/2001 in MA
Licensing

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Maine Department of Professional & Financial Regulation
35 State House Station , Augusta ME 04333
http://www.maine.gov/professionallicensing
Phone Number: (207) 624-8500 or TTY: Maine relay 711
Fax Number: (207) 624-8690

Massachusetts Division of Insurance
1000 Washington Street Suite 810, Boston MA 02118-2208
http://www.mass.gov/ocabr/government/oca-agencies/doi-lp/
Phone Number: (877)-563-4467 or (617) 521-7794 or (617) 521-7490 (TTD/TDD)
Fax Number: 617-521-7575

Type of Entity

Corporation

Ticker Symbol

LMAC

Business Management
Mr. Edmund F. Kelly, Chairman, President, and Chief Executive Officer Mr. Alan Schlosberg, Executive Vice President & Chief Product Officer
Contact Information
Principal: Mr. Edmund F. Kelly, Chairman, President, and Chief Executive Officer
Number of Employees

41,000

Business Category

INSURANCE COMPANIES Insurance Agencies and Brokerages (NAICS: 524210)

Products & Services

Liberty Mutual Group sells the following brand(s): Liberty insurance

Liberty Mutual Group offers the following product(s): Car Insurance, Condominium Insurance, Flood Insurance, Homeowners Insurance, Identity Fraud Expense Coverage, Life insurance, Motorcycle Insurance, Personal Liability Protection, Personal Liability Protection, Renters Insurance

Method(s) of Payment
Liberty Mutual eService
Electronic Funds Transfer
Online Banking
Pay By Phone
By Mail
Service Area
Liberty Mutual Group provides their services in NEW HAMPSHIRE & RHODE ISLAND.Liberty Mutual Group provides their services in ACCORD, ACTON, ALLSTON, AUBURN, BOSTON, BOXBORO, BOXBOROUGH, BRIGHTON, CAMBRIDGE, CHARLESTOWN, DANVERS, DORCHESTER, DORCHESTER CENTER, DORCHESTR CTR, E CAMBRIDGE, EAST BOSTON, EAST CAMBRIDGE, FRAMINGHAM, GROVE HALL, HARVARD SQ, HARVARD SQUARE, HINGHAM, HYDE PARK, JAMAICA PLAIN, LEXINGTON, MATTAPAN, MISSION HILL, N CAMBRIDGE, NEWTON, NEWTON CENTER, NEWTON CENTRE, NEWTON HIGHLANDS, NEWTON HLDS, NEWTON L F, NEWTON LOWER FALLS, NEWTON U F, NEWTON UPPER FALLS, NEWTONVILLE, NONANTUM, NORTH ANDOVER, NORTH CAMBRIDGE, PLYMOUTH, READVILLE, ROSLINDALE, ROXBURY, ROXBURY CROSSING, ROXBURY XING, SOUTH BOSTON, SOUTH EASTON, UPHAMS CORNER, VILLAGE OF NAGOG WOODS, VLG NAGOG WDS, WEST NEWTON, WEST ROXBURY, WESTBOROUGH & WESTWOOD, MA.
Alternate Business Names
America First Insurance Cascade Disability Management Colorado Casualty Employers Insurance Company of Wausau Golden Eagle Insurance Helmsman Management Services Indiana Insurance Liberty Agency Underwriters Liberty Insurance Corporation Liberty Insurance Underwriters, Inc. Liberty International Underwriters Liberty Life Assurance Company of Boston Liberty Mutual Liberty Mutual Fire Insurance Company Liberty Mutual Insurance Company Liberty Mutual Insurance Group Liberty Mutual Surety Liberty Northwest LM Insurance Corporation LMG Property Montgomery Insurance Ohio Casualty Peerless Indemnity Insurance Company Peerless Insurance Company Safeco Insurance Company of America Safeco Insurance Company of Illinois Safeco Insurance Company of Indiana Summit Holdings Southeast The First Liberty Insurance Corporation The Netherlands Insurance Company Wausau Business Insurance Company
Licensing

The company states that they are licensed to operate in all 50 states, the District of Columbia, Puerto Rico and all provinces in Canada. The company states that their insurance offerings and services comply with each state’s regulations.

Industry Tips
Finding an Insurance Company - 5 Tips - Video Health Insurance Homeowners Insurance Insurance Companies Life Insurance Tips for Title Insurance Tips for Title Insurance - 5 Tips - Video Tips for Title Insurance Part II - 5 Tips - Video Tips for Title Insurance Part III - 5 Tips - Video
X
Industry Ratings Comparison Chart X
Same Relative Size   All Businesses
The information in the chart below represents an industry ratings comparison of businesses which are of the same relative size or for all businesses (see toggle). This is based on BBB's database of businesses located in Eastern Massachusetts, Maine, Rhode Island and Vermont. Businesses may engage in more than one type of business.
X

What is a BBB Business Review?

We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.

X

About BBB Business Review Content & Services:

Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.

Professional AffiliationsX
X

Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

X

BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

X

Industry Tips

X

What is BBB Advertising Review?

BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.

X

What government actions does BBB report on?

BBB reports on known significant government actions involving business' marketplace conduct.

X

Thank you for your feedback!

Help us improve by taking our survey.

X

BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.

X

Additional Phone Numbers

X

Additional Web Addresses

X

Additional Email Addresses

Find a LocationX

  Change Location
Show Only Accredited Locations