Liberty Mutual Insurance
Reviews and Complaints

We told liberty mutual that we had rented a property, then we we moved had them for over a decade when they insisted that that was our property we kept telling them no. They charged us three times the amount of our insurance would not fix our address no matter how many times we told them. We actually had to get other insurance and they sending us to collections... I guess that's their real policy.

We submitted an auto claim back on May 14th we are still trying to get all of this resolved. After many phone calls and messages being left in returned by our claims rep and his supervisor. We have submitted all of our paperwork with the odometer and title being filled out properly. We are just waiting on our check so we can purchase a new car. We have went over 3 weeks with no car but paying insurance on a car we no longer have. This has been the worst customer service we have ever had

I was a previous customer of liberty mutual I recently cancelled because I found a cheaper quote and as a single mother every dollar & cent counts. Well the next following month rolled around after checking to see if my paycheck went through to my surprise liberty mutual took out $96.00.
So I called and complained and demanded my money back and how they had no right to take that money, well shortly afterwards I received an email stating I would receive a refund of $86.00
I was pissed
I have kids to feed and these no good paper pushers who are fatting their own pot bellies and eating well steal from my kids and I and refund only part of the money wtf
I will never use liberty mutual again and I will tell everyone

March 24, 2018: Had a tire blowout on 495E in NY. No where to go to get off the highway. Called Liberty Mutual Roadside assistance no less than 3 times. Finally, the last time, I was told that Apple Towing would be to my car in 20 minutes and if they had trouble locating me, they would call. They NEVER showed up. The NYPD helped us get off the highway. I have been a Liberty Mutual customer for over 20 years. This lack of service/support is beyond awful. We were is a terrible situation and were totally let down by Liberty Mutual Roadside Assistance.

I was told that the lady in the claims dept said she has a go ahead to have a contractor come to my home and put tarps on my house to stop rain from coming in the house and they will be here today 02/24/2018 Never seen anyone and it is raining hard outside and now inside. Great CO. you work for. What good is it to have Insurance if they don't do what they say they are going to do?

We have been having an awful experience dealing with Mr. Michael Lopez - Liberty Mutual - Salem, NH. It has been literally nothing short of a nightmare.
A year ago, we bought over 10 insurance policies through Liberty Mutual office in Salem, NH. One year later, we wrote to Liberty Mutual and informed them that we are not interested in renewing any of the policies. Concurrently, we signed and faxed the cancellation forms and got a fax report confirmation.
Liberty Mutual failed to cancel the policies, and billed the renewal premium to two mortgage companies. The mortgage companies paid the premiums!
We have been trying -for over 6 weeks- to get Liberty Mutual to refund us the premiums to no avail! Liberty Mutual failed to even respond to our request for an update on the status of the refunds.

My husband hurt his knee and had surgery. A few months after his surgery he lost his job due to missing to many days for physical therapy and Dr visits. Now they are refusing to pay him wat he is owed because he has to go back in for another surgery. They will not return any of our phone calls. We are losing our home because of this. We call his case manager multiple times a day and never get an answer or even a phone call back.

I was inured at work on 8/2/16. Liberty Mutual referred me to a doctor whom after taking an MRI of my right shoulder said that I had nothing. The doctor released me to full duty back to work and Liberty Mutual closed me case. The pain was getting worst so I followed up with my primary doctor. My doctor took an x-ray of my shoulder and found bone fragments in my right shoulder, when I attempted to go back to Dr. Thomas Chososh and show him these results he denied my visit. I went to see another doctor. also under workers compensation and he agreed with my primary doctor and put me back on restrictions but I had already injured myself even further. I spoke to a Liberty Mutual claims adjuster by the name of Michael Potter and his manager Julie Hamilton, out of the Irving, Texas branch. They both basically lied and said that because I was not able to go back to work due to my new restrictions, that they would pay my benefits. Two days later they send me an e-mail saying that they are going to go back to the original MRI and close my case. According to them, my injury was AFTER the doctor released me to my duties and not part of the initial injury. They are quite possibly the most fraudulent branch I have ever dealt with. They kept telling me not to worry and than decided it was my problem. They also told me I could not see any more workers compensation doctors and that everything this point forward had to be out of pocket.

Stay away, Liberty Mutual sucks.

My car was stuck by one insured by Liberty Mutual while parking at work. The other driver was high on drugs and left the scene. Lucky for me he was caught and arrested. My insurance company encouraged me to work directly with Liberty Mutual, big mistake on my part! After talking with them they were quick to adjust the car but their repair bill was almost $2000 less than my company's version. Concern one. Of course the body shop found more damage so the process stalled while we waited 4 days for the adjuster to return. The result he totaled the car. He promised I would get an offer 2-3 days later. 7 days later I called my claims person to inquire about offer. As usual I got voice mail. E-mailed and left VM. 2 days after that I called again, my person not there but new person gave me the cruddy offer. Then after requesting more information, which I never did receive, I got another higher offer. This one had errors so I asked them to revise. A week of VM and e-mails over 4 VM and 20 e-mails I called and actually got a real person! I settled after that call... praying I will actually get paid. Don't spend your money with this company it is clear their agenda is not to rip off people and make it as frustrating as possible.

LibertyMutual are dirty Liars, they adjusts with R13 in the attic, interior doors on exterior, cheat on insulation removal claiming: no reason to pay for foot of cellulose removal when ceiling is replaced. Refusing to include moisture and mold remediation because it would total the house. Intentionally miscount number of doors, willfully not including paint/stain doors, cheats on removal, not includes any doors trim. If lights are attached to the ceiling and ceiling is to be replaced adjuster cheats on electrical allowances to remove lights. Instead of 3 1/4 stain grade molding LIAR adjuster includes 2 1/4 paint grade then cheat by not including neither paint or staining or removal. They use 3/8 inch for subfloors and then only include few areas. Siding LIBERTY LIAR includes wrong siding 6" instead of 12" vertical instead of horizontal cedar, cheats on removal, trim, repairs to sheathing, deck removal to remove siding, dumpster. When adjust flooring adjuster cheats by including tile in the closets, carpet and pad adjuster cheats by not including removal. Attic LibertyMutual adjust with R13 insulation, and declare no reason to pay for removal when drywall is removed. Where we have vaulted cedar ceilings - adjuster makes it flat and cheats on trim and stain. Carpet - took samples from the same room to avoid more expensive, cheated on removal of carpet and padding. Exterior walls ### pays for drywall replacement - but not for stained trim around the windows. Bathroom one he specified flooring removal but would not add plumbing allowances to remove toilet and sink. They engineer declared that law of physics ceased to exists in our attic first time on the planet earth moisture condensed on warm surface before the cold. They appraiser is a dirty liar owner of claims adjusting company habitually used by libertymutual lied about his employment under the penalty of perjury.

Shysters, LIARS, corporate ###. You would be stupid to BUY LIBERTY MUTUAL SCAMSTER.

I recently lost my car in an accident. Not my fault. Not surprisingly, I was unaware of the fact that my insurance company would be of no assistance to me since the policy is liability only. No assistance at all. You know, at least provide some guidelines and tell me what to expect. I think they are qualified to do so since they are an insurance company and if I had had full coverage they would be doing all the work anyways. Anyways, they took my statement of details about the crash and then told me I would be on my own. So, I waited patiently for things to resolve. Now it has been thirty- three days since I lost my car and I still don't know when or if I would be getting compensation. I should mention that I was seeking compensation from a Third Party Administrator. Things work a little differently when you're not actually dealing with an insurance company. So here it is thirty-three days later and no help from anybody, really. I have to go back to work tomorrow, and wanting to get the ball rolling, I decided to call Liberty Mutual and get some answers. So yes. Liberty Mutual. And this really ditsy girl answers and really doesn't offer me any kind of hope. She directs me to pursue my questions through their claims department. I've already been through this, but since I obviously have no choice, I give in. So the ditsy girl transfers me through to someone so I can talk about my claim. I stay on hold for forty-five minutes. This really should be the end of the story. Really. Fourty plus Five. But wait it gets better. I stayed on hold without interruption and no option to get back to a menu. They put me on hold and left me there. Nobody picked up to check on me. The only reason I eventually hung up was because I got a phone call on my other phone. It was the settlement! I got what I wanted and after all that! I can't believe all Liberty Mutual had to do was talk to me, and they chose to leave me on hold for forty-five minutes! Now for those interested, I will add another major complaint. Going back to June of this year, Liberty Mutual let somebody make changes to my account that was not authorized to do so! I am the only authorized account holder! Somebody in an office at Liberty Mutual sat down with another somebody (an unauthorized somebody), and then proceeded to change the address of my account to that of a vacant house in a nearby neighborhood. Somebody was trying to mess with me and Liberty Mutual let them! I only noticed a few weeks later when I noticed my monthly bank draft premium had gone up! I had no idea why and I was absolutely amazed that Liberty Mutual had chosen to make this change to my account! I kept my account after I got the address changed back to what it had been previously. But my account was due to expire in a few months anyway. So, I was in the process of researching other insurance companies when, one day after studying different insurance options - wham! I got my car smashed on the way home from work. And now things are settled and I am a full month without my own car. So when I do get my next ride, who do you think I won't be getting my insurance through?

My car was recently in car accident, and the rep from the company www.libertymutual.com promised to provide money for the car repair. I was totally disappointed in this company, ‘coz they told me some crap and ###, but they didn’t pay for the repair. I argued with them within 3 weeks, but they simply ignored me or provided fake promises. Not recommended company and better avoid them. As well as post comments in order to warn other people.

Vehicle caught fire due to factory defect, infinity qx4 design flaw with electrical wiring harness, documented defect with no recall. Company refused to pay for damage, paid only for damage caused from secondary effect of fire which was 8000 less than total cost of damage. Clearly stated in policy that this type of incident was covered but due to verbiage of claims inspector which they are very proficient in writing vague and non-descriptive text allowed this company to completely deny any responsibility of coverage even though I paid for the maximum full coverage you can get. This claim went over 6 months without a payout. Stay away from liberty mutual. I've found that state farm is a trustworthy company, regardless of cost, I will never recommend this company to anyone.

On may 20 2019... I discovered that my duct work was on the crawl space floor... And that it was wet... So I called liberty mutual for help and they sent someone to check it out... And found that my air condition that I used that week a few times leaked water... From the return pipe... They told me I was not covered for the damage... Something about a 14 day clause... Even thought it was just a few days of use... I was told it was going to cost about three thousand but they were sad to say it wasnt going to be covered.

They are crooks. Yes cheap rates and service, but when it comes to committing to their own agreed appraised amount, they back out after the repairs have been done. You are left to pay the body shop the difference before your car is released. Even after you've paid your deductible. In my case, their appraisal had agreed to pay for a damage and asked the repair shop to go ahead and fix it based on their specification. After it was fixed they refused to pay the shop. They are criminals. I don't have the time and money to sue them. Do not go there while you can.

I was a customer of Liberty Mutual between 2003 until 2009 until my premiums went up so significantly I decided to make a move.

Recently, one of Liberty Mutual’s customers was at fault in an accident that involved them hitting my parked vehicle as they backed out of packing. Liberty Mutual contacted me and scheduled an estimate. The problem with this is that they scheduled the estimate with a location 15 miles one way from my home during regular working hours. I had thought that usually it would make sense to send someone close to their address in such situations.

I found out there were locations that were less than 2 miles from my address I could have been sent to. I had to take off two hours from work to attend this meeting. 30mins to drive there, 30 mins to drive back to work, 15-20mins waiting to be attended to and about 30 mins for the meeting.

The frustration here though, came when I went for the estimate and the individual (True2Form on Dublin Road, Columbus, OH, 43215), told me that even if I brought the car to him, he will not fix it because the accident equally impacted an area on a panel that MAY have some rust issues beneath. He indicated that this was because he will not be able to guarantee his work. Now, instead of providing an estimate that covered the impact of the accident, neglecting the fact that he will or will not fix the area; the individual gave me an estimate for those dents he could fix "and guaranty". I took the vehicle to two other authorized Liberty Mutual autobody shops and got estimates which were similar to each other but significantly different from the first because they included a fair evaluation of restoring the vehicle to what it was prior to the incident. The last two estimates were about $1000.0 from the first which was $400.

I strongly believe that Liberty Mutual intentionally scheduled me with True2Form-15 miles one way from my home to an individual they knew will deliberately try to deceive. Equally, Liberty Mutual is not compensating me for the 15miles drive (one way) and the two hours I took off from work in order to make the meeting.

These notwithstanding, I have had to call and leave messages within a two weeks period and have never heard from the individual who is purported to be assign to my case. The individual's name is XXXXXXX at 1800-xxx-xxxx at EX 73091. I am convinced this person does not exist, just a voicemail.

After going through this experience, I was advised to contact my insurance company. AAA (Tripple A auto club) really came through to me. The gave me several options of repair places around my address to choose from. The quote was in and it was a matter of finding time on my schedule to schedule the appointment. AAA was going to pay for everything and then settle with Liberty Mutual. It really aches to see Liberty Mutual Company’s commercials on TV – about responsibility! When it is people that do the right thing, they call it responsibility, when it is an insurance company, they call it Liberty Mutual? What the heck! Even, when I was asked to return the check Liberty Mutual had send me for the fake repairs, I did to the address the check had come from. The check returned undeliverable. They could not even get their own address right – Responsibility – Good luck with that!

The Boston Globe recently wrote 2 articles on this company which EVERYONE SHOULD READ. The first starts with finding out that Liberty doesn't have one private plane but a fleet of planes in Boston (among other things). The second article is an interview with David Long - the current CEO. I think his comments reflect the current tone and attitude of this company.

http://articles.boston.com/2012-04-18/metro/31356062_1_liberty-mutual-john-cusolito-fortune
http://bostonglobe.com/metro/2012/06/12/the-viewfrom-top/M6EYFeckQuB2sMBsMxfc3H/story.html

There is also a whole website dedicated to complaints about this company. And the complaints go back for years. It seems to be a group of people, however, who want to take action.

http://mrlibertymutual.com

I've been a customer of Liberty Mutual for more than 3 decades. I had an accident in South River NJ October 2010. About a year later in March, I received a traffic violation for entering a jughandle too quickly. I've since paid both of the surcharges to the NJMVC. When the accident occurred in October 2010, I was broadsided from a distance of about 20 feet on my passenger side of my 2006 PT Cruiser by an oversized Silverado. The police officer claimed I ran a red light. I did no such thing. The street involved is relatively busy and as such, if I had run a red light, I'd have been broadside by vehicles from both side of the opposing intersection. I requested Liberty Mutual get the record of the traffic light patterns to prove when the light had gone from green to red. I requeted this because in other areas of NJ red light cameras have played havoc with traffic light patterns turning from amber to red in less than 2 seconds when the laws stipulate longer amber lights. In October 2010, no red light camera had been installed at this location.

As a result of Liberty Mutual's refusal, I was required to accept the full extent of the summons and surcharges at which point Liberty Mutual seized upon the opportunity to increase my auto insurance more than $100. When the second ticket occurred, another increase of $80~ was also attached to my rate, making the auto insurance monthly payment ($403.38) more than the cost of my monthly car payment ($313.85). This is an obscenity.

Furthermore, a rather curious situation occurred that indicated some kind of fraudulent business on the part of Liberty Mutual. Their advertising, at present, announces how they provide enough funds to purchase a vehicle to replace the damaged one.

When the Silverado hit my vehicle, it damaged the entire front end of the car as would be expected of a huge truck broadsiding a small car. I inadvertently left some business papers in the vehicle and had to retrieve them at a large lot in South Jersey where Liberty mutual sells these damaged vehicles to the owner of the lot. I asked the customer service person what they do with all of these hundreds of damaged vehicles...I was told, "We fix them up and sell them."

The point here is that Liberty Mutual is making a profit by selling damaged vehicles that have actual selling value once they are repaired, making Liberty Mutual a secondary profit in addition to that earned by the increase in insurance premiums of people like me who have been in an accident. So, they not only recoup their losses for any outlay of cash for a replacement vehicle by collecting profits by selling these badly damaged vehicles. I am appalled that my badly damaged vehicle was used as a bargaining chip for secondary profit particularly when Liberty Mutual makes it appear they are generously providing a settlement for the damaged vehicle. So they gave my PT Cruiser a total value of $7, 000 and then resell it for more than that? Since the Blue Book value was $19, 000 in 2006.

I originally purchased this PT Cruiser from Enterprise Car Sales in Edison, NJ, a used car dealer, at the recommendation of Enterprise Car Rental which was recommended by Liberty Mutual the day after the accident.

I am not planning to renew with Liberty Mutual since I cannot possibly rationalize paying more a month for my auto insurance than the monthly payment for my car. Inasmuch as Liberty Mutual does insist upon the collision provision for a new car as part of the policy, Liberty Mutual does earn a profit from that particular collision mandate. Thus, the idea that car insurance has "nothing to do with the ownership of the vehicle" as stated by Liberty Mutual, is bogus and fraudulent. Who buys auto insurance if they don't own a car?

I have been suffereing from severe pain, dizziness and bleeding due to fibroid tumors. I went out of work pending surgery. I filed by short term disability claim with Liberty Mutual the 1st day my doctor authorized me to bed rest pending surgery. Prior to going out of work I tried to bear the pain and work until I nearly ran my car off the road due to dizziness when driving home one evening. At times I would need to rock back and forth in the fetal position under my desk due to the pain. I had my doctor submit all my paper work of my condition which bagain nearly 9 months ago and consisted of 65 pages of records. I had surgery 2 weeks ago. Nearly 6 weeks after submitting my claim, I was told by Liberty Mutual that I was denied and I should have worked till the day of surgery and that since I applied before surgery they would not pay me for any of the time I am off including recovery time and should just go back to work... REALLY! I had my stomach cut open and had 2 organs removed and I should be working according to Liberty Mutual.
This company has no compassion and does not care if I bleed out as long as I continue to work and they do not have to pay me.

Our family has been waiting to settle a claim from a devestating fire and burgulary since August 1, 2011. Our family has lost everything and more due to liberty mutual's lack of concern and fairness on handling the claim. We are not able to generate extra income due to our supplies not being replaced. Our clothes damaged clothes have nor been cleaned and have been sitting in a warehouse for the last 4 1/2 months. We have not been reimbursed for clothing, cooking supplies, and basic neccessities purchased for our basic survival. Our mileage of 40 miles/day taking our children back and forth to school and meals have not been reimbursed. All things considered, your unconcern for our families well being has caused financial devestation and additional stress to an already high- risk pergnancy. This ridiculous unnecessary stalling and attempts to find technicalities to deny our claim is heartless, negligent, done in Bad-faith