Business Profile

Insurance Companies

Liberty Mutual Group

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

2,549 total complaints in the last 3 years.
748 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The 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:09/01/2022
Type:Sales and Advertising Issues
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.
In June 2022, I was surprised to receive notice that Liberty Mutual had decided to cancel my auto policy of almost 25 years, based on a small accident from 2013. I immediately called to see if this was sent in error, and found out that it was not a mistake, and Liberty Mutual had decided that I was no longer welcome as an auto policy holder, and coverage will end the beginning of September. I was assured that this will in no way impact my home owners insurance (which is paid by escrow). My auto policy was paid in full until then so I took my time and finally decided on a new auto insurance company a couple of weeks before the deadline. On Friday, August 26, 2022 I received notice that Liberty Mutual would be withdrawing a premium from our checking account on September 1 2022. I immediately called LM. The *** told me the amount was for August, which is total BS. You NEVER pay for coverage at the end of the period. He then said he would transfer me to another agent, but the call dropped. I then emailed Liberty Mutual (copy attached), informing them that they had decided to drop our auto insurance policy and the ONLY business we had with them was Home Insurance, which is paid through Escrow. We would not be renewing this or an umbrella policy. According to my records, we began business with Liberty Mutual on August 2, **** (once again, this indicates we paid at the beginning of the term). This morning, September 1, 2022, I was alerted by my bank that the payment for the auto policy was indeed going through. I immediately disputed the payment with my bank, and the credit union *** I spoke with advised me that there have been several other customers who have had to file similarly against LM. I demand that *************** and desist any attempt to collect this unfounded charge, and that whatever I am charged by my bank for this and any other related transactions by compensated by **.
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 Group
Initial Complaint
Date:09/01/2022
Type:Billing Issues
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 viewed my credit report and noticed that there are fraudulent accounts. This was not sent in error. I am consumer by law. Here are the details of the said inaccurate accounts, company name, balance & date last reported: Account Name LIBERTY MUTUAL IN CO Balance $129.00 Account Number ********
Business Response
Date: 09/07/2022
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 7, 2022, by email. This communication was sent to the email address ************************ and ********************* The email listed on the BBB concern returned as undeliverable.
Sincerely,

The ******************** Team, Liberty Mutual Group
Initial Complaint
Date:08/31/2022
Type:Service or Repair Issues
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.
Liberty Mutual stopped payment on check owed to me.The claims adjuster is *************************, she had treated to stop payment due to a misunderstanding by ******************* of ****** ** I was informed the frame was bent a demed a **** loss.I made many attempts to contact *************************, to no avail I ended up speaking with another claims adjuster And was informed that due to a **** loss what I had would be deducted from the total value Now by the time ****************************** contacted me I had used the funds for another vehicle so between me ************************* and the appraisal person they decided I would be issued a second check for the cost of repairs and I would responsible for getting my truck repaired.Which is fine by me due the miscommunication on ******************* yes it made matters complicated But for what reason does ************************* have to stop payment I have the check itself but can't cash it due to ************************* person involvement.I call Liberty Mutual they informed me she is only one that can undue the stop payment.When I informed ************************* On everything that had happened with the first check she threatened to stop payment on that check,now after all that drama even after it was agreed how this would be resolved she stop payment out of vindictiveness on the second check this ridiculous how the person is handling this whole situation I really would like her to be fired for misusing her position in her place of work.I how many other people has ignored there claims or basically made life more difficult in this time financial struggle for fellow Americans.the truth of the matter is ****************************** made a personal decision nothing to do with policy.Thank you for all understanding in the matter.
Business Response
Date: 09/06/2022
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 6, 2022, by email/mail.

Sincerely,
The ******************** Team, Liberty Mutual Group
Initial Complaint
Date:08/31/2022
Type:Product Issues
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.
We submitted a payment through discover for our insurance premium of $111 on 8/13/22 and it was accepted by liberty mutual on 8/19/22. Since then, the transaction has been supposedly voided and was supposed to be refunded by the 8/24/22, however, the refund was never received by discover. Now we are being billed for the premium again, even though the amount we paid the first time around is still posted on our statement. I have a binding policy document dated 8/19/22 that states that we paid in full and the transaction receipt from discover saying that the transaction was posted attached, however, liberty mutual insists that they never processed the transaction.
Business Response
Date: 09/07/2022
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 7, 2022, by email.

Sincerely,
The Presidential Service Team
Liberty Mutual Group
Initial Complaint
Date:08/30/2022
Type:Product Issues
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.
Accident was overturned as being my fault by Lexus Nexus. I need a refund for the deductible and the difference in premium for each month I paid more then I should have while I was with company. ********************* is refusing the do the right thing and refund the money because she is stating that I would need to pay for property damage that was caused during an accident that was not my fault, which is not true and illegal business practice and insurance fraud, the person at fault needs to pay for the property damage, the stop sign he took out of the ground in the accident he caused. This is nothing but an attempt to try to not pay me the money I am owed out of greed.
Business Response
Date: 09/16/2022
We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry. A response advising of the ongoing review into this matter has been communicated directly to the
consumer on September 7, by email.
Sincerely,
The ******************** Team, Liberty Mutual Group
Customer Answer
Date: 09/27/2022
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.
I have still not heard back from Liberty Mutual regarding the status of my complaint. They need to update the property damage in CLUE as being the other driver, ******************************* fault as he has been determined at fault for the crash he caused including the property damage by Lexus Nexus. I also need a refund for any charges due to this accident being overturned as being my fault including the deductible and any monthly increase in premiums for the time I was with Safeco/Liberty Mutual following the accident *************************** caused. It is imperative we keep our roads safe by holding the correct driver responsible, especially financially, for crashes, property damage and any other damages caused in order to keep our roadways safe for drivers of all ages and experience levels, professional drivers included. It is important we keep our roadways safe by fixing mistakes in fault, like in this case to prevent future losses on our roadways. Accountability, especially financial accountability, is imperative in this case to prevent *************************** from ever causing property damage to both other vehicles & things like stop signs ever again. Refunding me and holding the correct driver accountable is an important step in preventing him from causing another crash and lying at the scene again.

***********************;
Business Response
Date: 09/28/2022
While we understand that the consumer disagrees with our position on this matter, they have not provided any additional/new information in their rebuttal. At this time our position remains the same, we are currently investigating this matter, a response has been communicated directly to the consumer on September 28, 2022, by email, and would ask that you close this file.
Customer Answer
Date: 09/29/2022
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.
I am going to ask that the BBB leave this file open till Liberty Mutual provides a response as soon as possible. There is no excuse for closing this complaint without a response from the business as to whether or not they will he providing the appropriate refund to keep our streets safe.
Business Response
Date: 10/03/2022
While we understand that the consumer disagrees with our position on this matter, they have no provided any additional/new information in their rebuttal. At this time our position remains the same we are currently investigating this matter, a response has been communicated directly to the consumer on September 28, 2022, by email, and would ask that you close this case.
Customer Answer
Date: 10/04/2022
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.
I'm the one waiting on Liberty Mutual to provide new information, not the other way around. So I'm not sure what kind of argument that is, especially considering they haven't asked me for any new information nor is or was it needed. I ask you leave the complaint open until they provide new information, especially after an argument like that by them. Clearly I am in need of protection and help from the BBB from Liberty Mutual by their own words that make no sense. Until they provide new information and a resolution, which I'm waiting on, why would you close the complaint? They haven't given me any new information aka a response.
***********************;
Business Response
Date: 10/07/2022
While we understand that the consumer disagrees with our position on this matter, they have not provided any
additional/new information in their rebuttal. At this time our position remains the same, we are currently investigating
this matter, a response has been communicated directly to the consumer on October 6, 2022, by email, and would
ask that you close this file.
Customer Answer
Date: 10/11/2022
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:08/30/2022
Type:Sales and Advertising Issues
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.
On November 10, 2021 I expressed to Liberty Mutual Insurance that I would like to cancel all policies due to the increase in rate. It was my understanding this was done until last week 8/23/2022 I received a call from a collections agency stating that I had an account in collections from Liberty Mutual for a renters insurance policy. Upon reaching out to Liberty Mutual they were able to confirm that they saw my request on November 10, 2021 to cancel the policies I had a combined renters and Auto, but the renters policy was not cancelled. As a result they just kept trying to hit the old payroll until they cancelled the policy this July 2022 due to non payment. I explained that of course there would be non payment because 1 I left the company and 2 I requested you all to cancel all my policies on November 10, 2021. I asked to speak with a manager and they said a request would be put in for a manager to call me back. After a day or two I receive a survey about my experience with the rep that helped me and I was honest. Today I receive a call from the rep that I placed the survey about asking me questions about responses I put on the survey. I called in and filed a complaint about this agents behavior and once again asked to speak to a manager to get my past issue resolved. I asked that my entire experience be documented so that it can be referenced. I just want the problem corrected and this to be removed from collections because the account was not cancelled as requested. I also recorded the calls on my end and willing to provide the calls if necessary as well.
Business Response
Date: 09/02/2022
We are in receipt of the complaint for the consumer and welcome the opportunity to respond. Please note that we have resolved this matter directly with the consumer on 09/02/2022.

Sincerely,

The ******************** Team, Liberty Mutual Group
Customer Answer
Date: 09/02/2022
[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:08/30/2022
Type:Service or Repair Issues
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.
Aug 29- purchased a new car and called to have the car added to my policy. The agent did not mention any additional forms that needed to be signed. Aug 30- emails from a third party electronic signature platform sent me emails asking for a signature for the insurance company. It declares I have 10 days to respond (dated Aug 29). I call liberty mutual and ask about the form to verify legitimatacy. I tell them I would prefer a paper copy. They refuse to extend the deadline of 10 days and tell me it will take 2 weeks to send a paper copy. I ask to speak with a manager (that will be 3 days with no extension). After asking more about the form Autumn informs me that I shouldn't need to sign them because nothing will change in my policy. I ask to hear that from another person. She told me she cannot transfer and to call back. So I called back and the second agent told me the form is needed and that it was also now two forms not just the one. I ask again about a manager now that I have two different responses (it will still be 3 days, no extension). I ask if they can at least guarantee that their electronic signature platform is not fishing my phone for other information as these apps are known to do. They cannot. They suggest driving to the office 40 min away. I ask to be transferred to get a third option on the paperwork and while waiting the call was dropped (not on my end).
Business Response
Date: 09/06/2022
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 6, 2022, by email.

Sincerely,
The Presidential Service Team
Liberty Mutual Group
Initial Complaint
Date:08/30/2022
Type:Sales and Advertising Issues
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 10 Dec 2021 i was hit with damage from the storm and i had two complaints and the first one is done but the second when is not . And i have been calling and leaving messages. And they say will contact in one busy day and I dont get nothing. I sent the partial estimate for the plumbing work. In may 31, 2022 and nothing hasnt happen i need to get this because my daughter and grandson had to move out because the mold is bad and I have a crack in my ceiling.
Customer Answer
Date: 09/09/2022
I have not heard from the business in response to my complaint. They have reach out but not solved yet. I got an email
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 13th, 2022, by email.

Sincerely,
The ******************** Team, Liberty Mutual Group
Customer Answer
Date: 09/14/2022
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.] yes they sent an email but i have called and left measles and email. And still help just because the president contacted me doesnt mean the problem is fix no ot is not

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,
****

Business Response
Date: 09/15/2022
We are in receipt of the additional rebuttal from the consumer referenced below.There is no new information presented for consideration and our prior response to the consumer represents our final position. Please close your file.

Sincerely,
The ******************** Team, Liberty Mutual Group
Customer Answer
Date: 09/16/2022
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.] nothing hasnt been done and if it doesnt a lawyer will be involved thank you this claim is part of the 10 Dec 2021 please fix this problem that is problem in my house is all i am. Asking i have called and email and nothing. I sent then estimate in may 31 2022 this is disappointing.

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:08/30/2022
Type:Service or Repair Issues
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 have had to make numerous calls and send many emails to get a check for my depreciation funds. Their customer service is one of the worst. I was assigned no less than 4 different adjusters during my claim process and I still can not get final resolution to my claim. The outcome of the claim is not my complaint. The process to get it completed has been awful. I have already paid my contractor and I am waiting for the rest of the money they were supposed to pay me. Each time I call I am told it will be 10 business days for a check.
Business Response
Date: 09/08/2022
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 will be communicated directly to the
consumer by email.

Sincerely,
The ******************** Team, Liberty Mutual Group
Customer 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.
There has only been an email asking if I wanted to speak about it. We have not spoken, and no other attempts have been made to resolve this issue by the "presidential team." I cannot say this is resolved until I personally speak with someone that can actually do something to resolve the numerous business process problems that have delayed the repair of my roof and returning my money.

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,
Jacob

Business Response
Date: 09/12/2022
We are in receipt of the rebuttal from the customer referenced below. An additional detailed response has been communicated directly to the consumer on September 12, *****, by telephone.

Sincerely,

The ******************** Team, Liberty Mutual Group
Initial Complaint
Date:08/30/2022
Type:Product Issues
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.
Hello my name is *************************. I have mortgage insurance with Liberty Mutual at *********************************************************. On june 29th my mortgage company paid my insurance premium to Liberty in the amount of $1129. Around the same time I received a check from Liberty for the same amount. I found that odd and called both Liberty and my mortgage company and was told that everything was fine. My mortgage company sent the payment and liberty received it. The funds sent to me were an extra payment or something. I again clarified because I found that odd and was told everything was fine and payment was received.Fast forward to now aug 29th and i receive an email from liberty that my mortgage company hasnt paid my premium from my escrow. I contacted both companies again. My mortgage company verified that a payment was sent. Liberty now says that they had "billing errors" and that I was paid by mistake and would need to send the check back. I went out of my way to verify that the payment I received was not a mistake and was told it was not. Now im being required to pay money back that was sent to me due to some error on Liberty's end. I completely disagree with this and should not be required to pay back money for an error Liberty made. When I spoke to customer service theu agreed that they screwed up but pretty much said it is what it is. This is poor business practice in my opinion and to require me to pay back money there company sent out in error and verified was not a mistake at the time is wrong.
Business Response
Date: 09/07/2022
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 7, 2022 by email.

Sincerely,

The ******************** Team, Liberty Mutual Group

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