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 1,513 Customer Reviews
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Review fromRachael M
Date: 11/07/2022
1 starThis company is a scam. Just because inflation is high, economy is collapsing does not give this company the right to do people wrongly. Customer service is a nightmare! You cannot get ahold of the people you need to & I believe they do this purposefully. They do not follow up the way they should. Im currently in the process of trying to figure out how to *** this company. They refuse to pay out legitimate claims for accidents that are clean cut as of fault even if its a few hundred bucks! I honestly do not know how they get away with what they are doing to hard working Americans. They accept policies for addresses that are empty lots with no houses on them which seems to me would be allowing fraud. This company is a joke, a scam, a ripoff. They should be ashamed & I pray I can either get the word out to other potential customers along with suing them. My best advice to the public, if someone totals your vehicle, its their ************ supposedly have this insurance especially with fake names/addresses, have an ambulance take u away whether youre hurt or not because thats the ONLY way you will get your vehicle repaired. All theyll do is lie to you & give you the run around. Youll have to end up suing & youll have to be dishonest about being injured.Review fromTracey D
Date: 11/05/2022
2 starsMy complaint to State auto on 11/5/2022 @04am I have been injured on the job. #******, I feel the Team that is supposedly helping me has not been responding nor corresponding to my emails in a timely nor professional manner. I have not received any response letting me know if the documents I signed ever were received nor did they answer my phone call.I have been upset and have more suffering added due to the very slow process and response of the claim being handled. Your website claims to help with speedy recovery and its been 25 days and I'm still waiting on professionalism and proper timely response from the team handling my case. Your website speaks of helping and making it less stressful on the person, in fact it has been the opposite. All I ask for is communication. If the team sends an email and I respond back a minute later after received, I would hope within an hour or less I would get a response. But nothing, it's been 2 days and no response, nothing saying yes we received the forms and nothing else is needed, expect a few days to process and allocation will then be distributed. And yes we received your email asking this question and here is our response. Nothing or no one says it be 2 or 3 days we will get back to you.So all of that is playing more mental stress role on recovery on me. I am behind on bills and the feeling of proper care for along with not being respected.If such delayed response time normal with your company, then identifier should be announced.I feel that my email of concern to the team last week has segregated me to be last or of no concern. I understand team members are busy with other issues beside 1 individuals, but I also feel that if it's too much for one person and the injured worker has to wait 2 days or more and get no answer on the phone, for that team member may need some help to maintain a high quality that StateAuto advertised.Quality of life of the claimant should be priority.
Liberty Mutual Group
Date: 11/08/2022
We are so sorry to hear about your negative experience with State Auto. If you would like to discuss the concerns about your claim further, please give us a call at: **************.Review fromJulia L
Date: 11/05/2022
2 starsGreat until you get into an accident. Then salesman (**********) does not return calls but sends a link where you can handle your matter yourself--supposedly. The *** page is not comprehensive and you have to sift through many of them until you realize your concern is not there. And then there's no support from there. Every call, you are automatically re-directed to the automated system, giving me the distinct impression that they do not care to talk to their customers.Liberty Mutual Group
Date: 11/07/2022
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 fromMarci S
Date: 11/02/2022
1 starI am not surprised by their low rating. Their rates start low and then over double and they don't notify their customers. Their customer service is terrible and all their agents hang up on you and are rude. I would leave them a zero if it was possibleLiberty Mutual Group
Date: 11/05/2022
We are so sorry to hear about your negative experience with State Auto. If you would like to discuss your concerns further, please give us a call at: ************.Review fromMonique O
Date: 11/02/2022
1 starIf I could give them zero stars I would. Ive been with this company for 5 years never had to file a claim until this last rain storm. Tomorrow will be a week since the third party came to inspect my roof. Ive been calling them and leaving messages with my adjuster ****** and til today, Im yet to receive a return call. When I call the main number Im referred back to ****** and no one will even try to answer any of my questions. I called to ask for a supervisor and was told to leave my number and a manager will get back to me. Im still waiting. It has rained since the last storm and supposed to rain again this weekend and my leak still isnt fixed. The communication with this company *****. But yet and still they expect to be paid on time. I wouldnt refer this company to anyone.Liberty Mutual Group
Date: 11/03/2022
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 fromKerie
Date: 11/02/2022
1 starI am not even sure where to begin. Absolutely the worst customer service I have ever received!!! The employees that I dealt with never returned phone calls or emails when I call them numerous times. I do not have Liberty Mutual Insurance. I was driving my vehicle on a roadway that was being worked on and blow out a tire when my vehicle bottomed out. The roadway was dug out to much. I ended up getting to my appointment but when I came out to my vehicle the vehicle had a flat tire. I drove it next door to the tire place but no tires in stock had to wait a week to get. I was able to get pick up and drove to the location of the damage. I took photos of the roadway but unfortunately there was a police detail on scene that had already paved that section of roadway. I placed a claim on 5/26/22 with ************************* she called me once I returned her call but she never call back she emailed me instead. I emailed her back with the information and asked if she need anything else and said no. I can't count all the phone calls and emails she never responded to. She decided on my claim without me asking to clarify what had occurred on that date. Roughly two months later she called me for the clarification. She stated she would be in contact with me very so to see if the decision was going to be reversed. She had mention there were also other claims that day for that location. I never heard back from **** after multiple emails and phone calls to her. I reached out to her supervisor *********************** and I also left phone messages and emails. I FINALLY heard back from ***** after I left a review on the company website. She was rude and told me she was not reversing the decision but no mention of the lack of customer service I received from both of them. I understand it was hard to prove but the lack of courtesy they both gave me was ridiculous! I am writing this review because I was treated extremely poorly and I wanted to make you aware of.Liberty Mutual Group
Date: 11/03/2022
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.Kerie
Date: 02/28/2023
Was cleaning out my emails and forgot to respond to this email If somebody wants to contact me in regards to my concerns and what I experienced dealing with the company and its employees this is how I can be reachedReview fromKevin H
Date: 11/01/2022
1 starYour fkn commercials are the most fkn stupid that I have ever seen and continue to see ....I thought GEICO had you beat but NOOOOO..... y'all continue to amaze me with more stupidity..... makes me feel sick and I turn off my TV every time one of your fkn dumbass ads come on ........ whoever your ad rep ************* to be FIRED.......THEY ARE FKN IDIOTS!!!!!!!!!!Liberty Mutual Group
Date: 11/01/2022
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 fromAlicia C
Date: 10/31/2022
1 starIf I could leave NEGATIVE stars, I would. This company refuses to cancel my deceased fathers auto insurance policy. *******, *****************************, was absolutely unhelpful. I have submitted the required documentation but Liberty Mutual says that only the primary acct holder can cancel - although he is dead. They are still billing us for car insurance. They did not even offer any condolences. Horrible.Liberty Mutual Group
Date: 11/04/2022
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 concernsReview fromRegina W
Date: 10/30/2022
1 starNo one ever answers the phone.. ever. I've left several messages for ***** the adjuster who never calls me back. when it asks me to stay on the line to speak to someone else they never answer. I will never work with Liberty Mutual again.Liberty Mutual Group
Date: 10/31/2022
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 fromWestley W
Date: 10/30/2022
1 star**************** was not communicating then constantly directing me to a person who is off so cant confirm my next step or move whem calling i get run around my vehicle is totaled with limited rental time leaves me short time to make things better on my end very disappointingLiberty Mutual Group
Date: 10/31/2022
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.
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