Complaints
This profile includes complaints for Liberty Mutual Group's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,547 total complaints in the last 3 years.
- 748 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:09/09/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I called and spoke with liberty mutual on ****.2022 due to my payment showing coming out of my account with due date always being the 8.28./8.29. I spoke with a rep and manager who advised me that they refund me the money for the fee and that she changed my date. 9.9.2022 I now have two NSF fees on my account from the same payment I told Liberty Mitual I didnt have on ****.2022. This managers ******* need more and better training honestly. Every time I speak she speaks over me and saying she nothing on my account and not willing to help. Previous manager on **** advised that she would waive this fee and ******* is refusing to do anything of the sort. Im a preferred employee account and I didnt authorized this second attempt on my account. You need to fix this or Im calling my policy regardless and if it cancel out we Im waiting on a resolution I will continue to submit BBB complaints. Im tired of doing the job or your representative thats not what I pay yall for. I want someone head of the call center to reach out cause this experience that I had was an error on Liberty Mutual and Im being treated as if it my issue.
Business Response
Date: 09/16/2022
We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on September 16, 2022, by email.
Sincerely,
The ******************** Team, Liberty Mutual GroupInitial Complaint
Date:09/08/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I sent required paperwork to Liberty Mutual regarding auto policy. After my policy was canceled they are charging $300 dollars saying they never got it.Business Response
Date: 09/15/2022
We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry.
A detailed response has been communicated directly to the consumer on September 15, 2022 by email.
Sincerely,
The Presidential Service Team
Liberty Mutual Group
Initial Complaint
Date:09/08/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had a policy with Safeco Insurance company. Then a woman in my church we are friends with got us a better deal on car insurance. So, we paid off what we owed to Safeco and went with the other company to support them. After we paid what we owed ****** kept sending us bills that we owed them more money. After discussing it with the company, they continued to bill us. Now they placed money that we do not owe them in collections, and my excellent credit score is at risk. I feel stressed and upset and believe this could have been avoided. It almost makes me feel as if I am being attacked for leaving a company when we were only trying to support a friend. I do not care about money and paying my bills. This is a matter of integrity, and I do not care about the money. I feel bullied for leaving a company; my only power is to place a complaint with the BBB. Thank you for allowing me to file this complaint.Business Response
Date: 09/15/2022
We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on September 15, 2022, by email.
Sincerely,
The Presidential Service Team
Liberty Mutual GroupInitial Complaint
Date:09/07/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This company are reporting me 100% inaccurately. Date opening, date closing and I'm looking for verification of this account! These are not in metro 2 compliance so this should be remove and deleted from my credit report!Business Response
Date: 09/20/2022
We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on September 20, 2022 by email.
Sincerely,
The ******************** Team, Liberty Mutual GroupInitial Complaint
Date:09/07/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This is a formal complaint against the unprofessional and unethical business practices executed by the Liberty Mutual Insurance Company in its handling of my insurance policies as a long time consumer consistently in good standing. The umbrella policy (LLR9153062019A) I purchased from Liberty Mutual was unjustly cancelled by them, and they made it impossible for me to make a payment online via www.libertymutual.com or by phone via their automated bill payment system. The recent Labor Day holiday weekend made their offices inaccessible to me due to closure, and they also closed earlier on Sunday, 9/5/22. Previously, when I viewed my policy online it stated I had until 9/7/22 to make a payment to prevent cancellation. I do not know where this new date of 9/5/22 came from. Everything this company does is steeped in inconsistency. I attempted to make payment on the policy on Saturday, ***************** 9/3/22, 9/4/22, and 9/5/22 respectively and their bill payment system would not allow me to make payment, as this dishonest company had blocked access by phone and online for me to make any payment at all. This company has inconvenienced clients with poor business hours, rude customer service representatives, lengthy, extended telephone hold times for clients, and subpar availability to its public overall. It is what is to be expected from a company located in MA that utilizes a *** landmark in its logo and advertising. The deception is everywhere in this company's dealings with its customers. I want my umbrella policy reinstated as a satisfactory resolution to this unfair, ugly issue. I called this company on Tuesday, 9/6/22, to FINALLY get to talk to an actual human being about my umbrella policy. I was confronted with the smarmy condescension of an insurance agent by the name of ******. I explained that I had always been an excellent customer and previously had paid my policies (I have three with Liberty Mutual) in full. However, due to becoming ill and not working.Business Response
Date: 09/15/2022
We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on September 15, 2022 by email.
Sincerely,
The ******************** Team, Liberty Mutual GroupCustomer Answer
Date: 09/19/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,********
Initial Complaint
Date:09/06/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was involved in an automobile accident on 08/17/2022. It was a total loss. My insurance policy with Liberty Mutual has a provision which states that it has "the Better Car Replacement Coverage which "means that when your car is deemed a total loss, we'll give you the money for a replacement car that is one model year newer with ****** fewer miles than your current car." The value of my replacement vehicle is approximately $12,000 to $******. They have offered $4,500. They have misled me to believe that I would receive the necessary money to purchase a replacement vehicle. I believe this constitutes breach of contract, fraud and misrepresentation. I am requesting the appropriate compensation for the total loss of my vehicle as required by my insurance policy.Business Response
Date: 09/13/2022
We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on September 13, 2022, by email.
Sincerely,
The ******************** Team, Liberty Mutual GroupInitial Complaint
Date:09/06/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On April 13, 2022 I filed an insurance claim with Liberty Mutual. During my initial conversation with the Field Claims Resolution Specialist I was not under the impression that he was working in good faith. I immediately reached back out to Liberty Mutual to request a different specialist. However, my calls are always transferred to the individual who was assigned my claim. I have since contacted the Presidential Management Team. I again was transferred back to the original Field Claims Resolution Specialist. For months now I have been very clear about my interaction with this individual. Again, I am requesting that my claim be removed from this individual and transferred to another employee for action.Business Response
Date: 09/08/2022
We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on September 8th, 2022, by email.
Sincerely,
The ******************** Team, Liberty Mutual GroupCustomer Answer
Date: 09/08/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
The business indicates that a response to my BBB complaint was provided on 09/08/2022. I am not in receipt of a response to the BBB complaint.
Please provide response.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Ketedrea
Business Response
Date: 09/12/2022
We are in receipt of the rebuttal from the consumer referenced below. Our original response was sent to the consumer on September 8th, 2022, outlining that since they also filed a complaint with their ****************** of Insurance we would reply directly to the state and cannot reply to the consumer directly.
Sincerely,
The ******************** Team, Liberty Mutual GroupCustomer Answer
Date: 09/12/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
The complaint with the State Insurance Commissioner and the BBB complaint request two different outcomes.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Ketedrea
Initial Complaint
Date:09/05/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I thought I was getting better insurance than what I had with Progressive. Same coverage for a little less. It turns out it wasn't the same coverage at all. I was the victim of a hit & run. My car was parked with the back door open in front of my house. A white pickup hit my door & kept going. I believe it was intentional because they made a loud "ye-ha" before speeding up & hitting the door with me next to it. It was dark & I was shocked. I didn't get the license plate. The police came & are calling it an assault with a deadly weapon. The adjuster called & said they only cover uninsured claims if the vehicle or person is clearly identified. That information should be in big bold print. I thought I was covered. When I signed up I thought comprehensive & uninsured motorist covered everything that could happen. I've been involved in 2 other hit & runs over the last 15 ********** insurance companies at the time always paid for my car repair damages. The whole problem with a hit & run is you typically don't have time to snap a picture or write a license plate down. People need to be warned. You think you're covered & then Liberty Mutual is telling me I'm not.Business Response
Date: 09/09/2022
We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on September 9, 2022, by email.
Sincerely,
The ******************** Team, Liberty Mutual GroupCustomer Answer
Date: 09/09/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
After the adjuster told me I needed the license plate or identity of the driver for my uninsured motorist policy to take effect, I found the vehicle. I provided the license plate of the vehicle that hit me both to Liberty Mutual & the police ****. The detective from the police **** on my case agrees it is the correct vehicle.
Now Liberty Mutual is saying they are denying my claim because they ran the plate & no information came up. They now say I need to find the identity of the driver.
They keep moving the goal post. I think their true motive is to avoid payment on claims.
I have video footage, I have witnesses, I have the actual vehicle. This isn't a hit and run I'm making up. I can prove it happened. What is the purpose of uninsured motorist insurance if not to cover you when you're hit by an uninsured motorist?Business Response
Date: 09/12/2022
We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on September 12, 2022, by email.
Sincerely,
The ******************** Team, Liberty Mutual GroupInitial Complaint
Date:09/05/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I filed a claim with Liberty Mutual on 6/23/22. We received a big storm and a tree fell on our house roof causing damage. Right away I contacted a contractor to come and give me an estimate on damages. Liberty mutual also sent out a claims adjuster to provide an estimate. They provided me with their estimate on 7/9/22 which was $3947.53. My contractor stated that we needed more money to be able to cover all the damages that Liberty Mutual stated they wanted to see repaired. After weeks of not hearing back from my claims adjuster, I finally got ahold of someone and they informed me that my adjuster "was no longer in their system" and a new adjuster needed to be assigned. Therefore my claim sat there untouched for weeks. The new adjuster stated I needed to have another adjuster from Liberty Mutual get in contact with my contractor. After several more weeks of not being able to contact the adjuster and no meeting ever took place, I was once again told someone new was being assigned my claim. I was then informed they needed more pictures of the roof damage. I sent those to my third adjuster on 8/29/22. After attempting to contact him to make sure he received the pictures multiple times with no response, I called Liberty Mutual and was once again told that "he is no longer in the system and someone new needed to be assigned my claim. As of 9/1/22 I am on my 4th adjuster, had to resend all the information, and my contractor is hoping there is time to get me scheduled to get the roof repaired before winter.Business Response
Date: 09/09/2022
We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on September 9, 2022, by email.
Sincerely,
The ******************** Team, Liberty Mutual GroupCustomer Answer
Date: 09/12/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***********************************Initial Complaint
Date:09/03/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I cancelled my policy in the middle of a service month. I was told that I dont get a prorated amount back. I received a email saying Im due a credit.I accidentally canceled the credit and called them to get it corrected. Everyone I have talk to said that Im not owed a refund for my policy even tho I was paid for a month I didnt fully have it. I made a payment august 16 for my policy month and cancelled the policy on 9/2/22. Started a new policy for **** but cancelled it that very same day due to premium.Business Response
Date: 09/13/2022
We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on September 12, 2022 by phone and September 13, 2022, by email.
Sincerely,
The ******************** Team, Liberty Mutual Group
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