Find us on Google+

BBB Business Review

Text Sizesmall medium large

BBB Accredited Business since

Liberty Mutual Group

Find a Location

Phone: (800) 344-0197 View Additional Phone Numbers 175 Berkley St Unit J091, Boston, MA 02116 View Additional Email Addresses View Additional Web Addresses

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


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 13 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 1212 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

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

Industry Ratings Comparison | Chart

Customer Complaints Summary Read complaint details

1212 complaints closed with BBB in last 3 years | 419 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 57
Billing/Collection Issues 252
Delivery Issues 24
Guarantee/Warranty Issues 22
Problems with Product/Service 857
Total Closed Complaints 1212

Additional Complaint Information

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

Customer Reviews Summary Read customer reviews

232 Customer Reviews on Liberty Mutual Group
Customer Experience Total Customer Reviews
Positive Experience 15
Neutral Experience 3
Negative Experience 214
Total Customer Reviews 232

Additional Information

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

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:

Massachusetts Division of Insurance
1000 Washington Street Suite 810, Boston MA 02118-2208
Phone Number: (877)-563-4467 or (617) 521-7794 or (617) 521-7490 (TTD/TDD)
Fax Number: 617-753-6830
The number is 42404.

Type of Entity


Business Management
Mr. David Long, President & CEO Mr. Alan Schlosberg, Executive Vice President & Chief Product Officer
Contact Information
Principal: Mr. David Long, President & CEO
Customer Contact: Ms. Krista A. Young, Senior Consultant
Number of Employees


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 MAINE, MASSACHUSETTS, NEW HAMPSHIRE, RHODE ISLAND, VERMONT.
Alternate Business Names
America First Insurance 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
BBB Program Participation

BBB Community Patrons
BBB Community Patrons are like-minded businesses that see ethics as the key factor in creating a stronger, healthier business community.

BBB Community Patrons' additional financial support enables BBB to pursue distinctive, mission-based programs focused on ethics that would not be possible if not for the generous backing from BBB Community Patron Sponsors.


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

Customer Review Rating plus BBB Rating Summary

Liberty Mutual Group has received 3.77 out of 5 stars based on 232 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview
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.

BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.