Liberty Mutual Insurance
Reviews and Complaints

Liberty Mutual charges expensive rates but does not pay your claim. I had an awful experience trying to put in a claim for a leak in my kitchen. The adjuster completely wasted my time. He told me there would be no issue covering the damages, then called me later the same day to tell me the damages would not be covered because of longterm water seepage and anything over 14 days would not be covered John was awful, rushed me off the phone and hung up abruptly. I would not recommend Liberty Mutual to anyone. Do not waste your time or money with these crooks.

My elderly mother has been lied to incessantly by liberty mutual customer service agents. They threatened to cancel her policy unless I (being one day late) she immediately authorize an auto withdrawal of an entire years premium (close to $2000). She was told by earlier agent she needed to pay $350 to get policy perfectly up to date. However their website said only $5 was currently owed. When she told them she couldnt pay $2000 in one day they told her the policy was immediately cancelled. She said fine but said that means that previous authorization for $350 withdrawal will be cancelled right? She was told absolutely no withdrawal would be attempted. The next day we find out policy will be active for at least 15 to 20 more days. Then they wrongly took out over $350 from bank. Per first agent we were wrong no withdrawal was taken. Even though their site and our bank both confirmed it had. Suddenly no one was available to speak to us. We were told could resolve on website (you cannot) then when we told them we were filing dispute with bank over charge suddenly we were told noone was authorized to speak to us and left frustrated that we have spent over 24 hours trying to get a person in charge to speak to.

I paid the for the full year coverage of my homeowner's insurance in February 2023 and in late March 2023, I received an email from Lisa stating that I had to jump through hoops and make corrections to my home in order to keep my coverage. I made the corrections and took pictures and returned them timely and Lisa sent an email to me the day before they cancelled my insurance to inform me that yes, I made the corrections, but they were still cancelling my homeowner's insurance.

Having the cancelation, caused me to pay double the amount that I paid them, because not only did they mis represent their true intentions, by canceling my insurance, but first having me make unnecessary updates and extra costs to my home, but then sent me in as a cancelation, which now I cannot get insurance unless I pay twice the amount I have been paying. I have great credit, and this is price gouging.

Liberty Mutual cancelled my auto policy for no apparent reason after being with them for over a year using their auto billing via cc payment. They cancelled the policy September 2022 and then conveniently billed me for October and November. After speaking with Liberty Mutual, they acknowledged their errant billing but claimed they could not reverse the charges without my supplying them with a copy of a current auto policy with another company. Although I engaged the services of a different carrier in October 2022, I felt this was just information gathering and absolutely none of their business. The conveniently turned it over to collections. being a responsible 50 plus year old professional man with a fica score in excess of 800, I was appalled at the shear crookedness of this company. I wasted countless hours trying every available avenue to rectify this ineptness as it had nothing to do with the $150.00 charge but was simply the principle of their poor business practices. I ultimately was forced to settle with the cockroach of society Credit Collection Services for $73.64 as a token bride to remove the derogatory impact of the unjust billing. I find solace in the fact that this correspondence will indeed cost them in excess of the $73.64.

Do yourself a favor and distance yourself from the POS company.

I am upset that every year Liberty Mutual raises it's rates and I get a different explanation every time. My daughter and her husband made a claim that got denied and they were dropped. Why do I see commercials every day on tv. Are you raising our rates to do commercials? I don't see any other insurance company doing commercials. You really should treat your customers better. It seems like years ago you had a office here and now everything is done over the phone. We used to have a contact person and now I get a random person.

My car was vandalized on Jan 4 2022- tires and rims on passenger side were stolen - the vandals used a small jack and my car collapsed on the ground after the tires were stolen.

Liberty mutual sent an adjuster and after I received the report I got a call from liberty mutual stating that they didn’t believe the damages in the adjusters report were all due to the vandalism. I reminded them that I did not make the claim - they did. They sent another adjuster - an engineer - who took hundreds of pictures of my 5 year old car and I was told that there was intentional damage done to my vehicle so that I could have liberty mutual pay to repair my entire car.

What I asked for was bd new tires, runs, new bumper and a wheel alignment. They only

Paid $1500 for the tires and rims. I bought a new bumper- my bumper was scraping the cement on the passenger side when I found my car on Jan 4.

I went to small claims court but lost- the entire time in court was taken up by the paid engineer showing hundred s of pictures of my 5 yo car. The lawyer asked me if I knew the body shop and tow company and if I visited my car in the body shop- I did not. The paid engineer claimed there was intentional damage done to my car -

I sent in a requested over-payment amount to the new york address they provided and the check was cashed on 1/24/23. Despite getting copies of the cleared check (with their stamp on the back from the deposit) from my bank and constant communication from us to resolve claim, they sent collections without warning or communication to collect money their bank cashed 6 weeks ago!

I filed a claim in October of 2022. The claim was giving to me after weeks of try to get a hold of representative. The representative would not call text or email me back for weeks. My car was scheduled to go into the shop 2 months later do to there schedule, I let Jasmine Johnson know this she said she would send the paperwork over to them. She had 2.5 months to do this. My schedule time has come and gone and she still has not completed this. She again is not calling, textting, or emailing me or the shop. I have tried to call about ever number you have on the internet and no one will help me. what do I need to do to get help from this company?

I suffered a work injury and every step of the way they delayed coverage. It took me 2 months to get approved for a mri and injury got worse during this time. Now I’m waiting to get treatment and it’s being delayed and yes I have a lawyer. My medical insurance won’t cover my injury because I have an open workers comp claim on it. Now I’m stuck suffering with pain and I can’t get treatment because they’re dragging their feet. Absolutely disgusting

My father asked me to check into why his mortgage payment was increased significantly this year. He pays his Liberty Mutual homeowners insurance through his escrow account. They increased his yearly premium to $2940 for a 900 sq ft home! I'm unable to find out why since I'm not on his account. I have a copy of a financial poa but can't find an email to send it to.

I saw this: "Is Liberty Mutual a good insurance company for home?

Liberty Mutual was ranked below average for customer satisfaction in J.D. Power's 2022 U.S. Home Insurance Study. Jan 3, 2023" I agree with personal experience. My daughter had a catastrophic plumbing failure that flooded 3 floors of one-half her house. That was mid-Aug 2022. The $25K remediation was remarkably immediate, but that's where it stopped. It's now Feb 2023 and the company is still nickel-'n-diming the advised claims by the contractor to save $20-30K. Some of the contractors contacted for quotes wouldn't tough it. The family has been living with us saving LM thousands. They should be ashamed.

I can never reach a Liberty Mutual Representative! And when I reported my windshield damage while driving for Uber, the Liberty Mutual agent made a joke about my situation! The one time I was able to actually speak to a representative, over the phone, the gentleman laughed at me. I don't believe I changed my deductible to $1000 but somehow, it was. And, Uber refuses to pay for the windshield damage caused while driving for them. Liberty Mutual can not be reached. I simply can not afford to pay out of pocket to replace my windshield, and I drive part-time for Uber. I will lose earnings if I can't get my windshield fixed by either Uber or Liberty Mutual.

Also, we underwent a series of unfortunate events without a rental home regarding mold, water damage, moisture, appliances, and electrical issues - some of which were "sudden losses" that Liberty Mutual refused to help with. They refused to help us relocate because we weren't moving back into a mold-infested, with little to no appliances, no heat, and other issues, home. AND there was an electrical issue in our rental home that was no fault of our own which was a "sudden loss"; the electrical small destroyed furniture, clothing, electrical appliances, etc. We went without heat during below-freezing temperatures and had to rent an Airbnb until the electrical issue was fixed.

We live in Idaho, where there are no regulations on any of these issues. That's why we bought insurance to protect us. But, because Liberty Mutual refused to help us in all instances, we now live in a travel trailer. What's worse, I am rarely able to actually speak to an agent. It's horrible. Once, we waited at a gas station all day for roadside service! The roadside towing company offered us $100. Really?! For 2 professional adults?! We lost an entire day of work sitting on the side of the road waiting for a tow truck. Honestly!

Liberty Mutual somehow found a way to not pay out one claim and has caused us considerable hardships. And the images/videos I share are a fraction of the evidence I collected.
Kelly Guzman
[protected]
[protected]@ebizmarket.guru

My brother recently purchased a 2014 Ford Fiesta and tried to insure it with this company and was on the phone for like an hour but the agent did not give him insurance and wouldn't say why. My brother mentioned being Filipino and I guess that's why the agent wouldn't insure his car? That's racism. My brother and I are both white and US citizens as well as Filipino citizens (Dual citizenship). What the actual, ever-loving [censored]?

My car was stolen on Christmas day. I called the adjuster to let him know that the car was found on 12/28/22 did not hear back from him until 1/4/23. Did not hear from him again until 1/8/23. Checking to see if car had been picked up or the adjuster had been to see car. Did not hear back until 1/10/23. Each time I hear from him is because I called or texted him first no him reaching out to me to keep me updated. on the 1/11/23 he stated car was scheduled for pickup this was after I had called Liberty Mutual and spoke with another agent requesting another adjuster, The adjuster I had kept saying he could not contact the tow yard but each time I called. I spoke with them. On 1/12/23 the dealership person called and stated that adjuster has called and asked for them to send pictures he stated they don't do that for two reasons one they don't have time they did inspect car and had an estimate but no pictures and second because if they don't take a picture of some damage which you may not be able to the insurance company may not pay for service. The person at dealership called me while I was at a funeral to tell me adjuster had called but left nothing but name no phone number or claim number. I called ajusters supervisor to report adjuster as well. No they are saying that my time with the rental car will be up on 1/25/23 and they have not had adjuster come look at it nor has any work began on my vehicle. I am asking that the rental be extended since I have been paying insurance and that money is just going to waste with your company my car has not been worked on Since the part of Liberty has not been done but car has not began to even be worked on. The date is not here yet but I am asking in advance. Since the work has not started as yet, Please let me know if this is possible

I went online to get a quote for Renters Insurance on 1/11/2023, and after placing all my information in the system including my bank account they submitted for payment without even allowing me the option to sign the documents and complete the transaction. However, they have not yet given me access to the policy online. I had to call in and one of the agents was nice enough to email me the policy. However, I DO NOT WANT it because they should never have been allowed to processed anything until I finalized, and the person who answered the phone initially said my policy was in underwriting which was a lie. POLICY #[protected]

I've been with Liberty Mutual for 25 years. I have several policies with them. They cancelled my auto policies without sending me email nor calling me because there was an issue with the payment. I had tried to reinstate the policy withing 2 days of the cancellation, as soon as I found out about it, when I tried to do some changes to the policy. All of the sudden I could not access any of them on the web. I could not see any detail about them including payment history etc. It's like I would never have any car insurance with them. I had been on the phone with the reps and on hold for 7.5 hours. Could never got an email nor direct phone number from any of them. I've got once the qoute to rewrite my policy and after receiving the email, when I wanted to pay for it, I've got on line another person. He promised me everything, told me he is the highest level and kept on the phone for almost 2 hours and disconnect me. Awful service. When I finally got through the last time, the rep disrigarded the previous quote and double the amount that I was paying and I was quoted just few hours earlier, Can't complain to anybody, can't email anyone nor call. It's fine when you pay, it's bad if you have accident they dump you like hot potatos, like you are a dirt. It used to be a great company but not anymore.

I paid for a policy in full for 1 year then realized I made a mistake before policy was even in affect and canceled it on 12/28/22. It was not to be started until 1/11/2023. They already charged my bank plus are now refusing to refund my money until the 11th when the policy starts! I paid 1577$ and need this money back now. They refused to give my money back before the 1/11- I ma complaining to BBB and consumer affairs

12-Month Premium:

$1,577.00

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Down Payment:

$1,577.00

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Driver(s) Insured:

Ana Magadan

Ana Magadan

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Payment Method:

EFT

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Vehicle Insured:

2021 HOND ACCORD

Claim #[protected]

My son was sitting at a stop sign in my car (tan Cadillac CTS) waiting to make a right turn. A car making a left turn onto the street my son was stopped overshot the turn and smashed into my car. They then backed up ripping off my bumper. My car was pushed almost off the road. I have a $2000 deductible and spent almost $3000 on a rental car as repair parts were not available.

The other party lied about what happened and their insurance said sorry he said-she said we are not paying your deductible. Liberty mutual subrogation department did nothing saying oh the stories don't match so sorry. They couldn't be bothered investigating the accident , looking at the photos to determine who is the liar.

We filed a claim due to damage to our roof on January 13, 2021. Completion date and payment date was on 12/21/2021. Shortly after the roof was completed, we experieced leakage in our livingroom and garage. We contacted the roofer, but he never came to do the repairs. We have been trying to get this resolved with our agent, Brian Stehle out of Scranton, PA since the leaking started. Our issue is that we had a reputable roofer to do the job, and Brian said that the roofers bid came in too high. He required us to find another roofer. Winter was coming and we had to go with who was available. The roofer we went with bid came in lower than our original and Brian approved that one. Well, the roofer was terrible. It took him forever to do the job, and although it looked like it was done properly on the outside, as soon as we got weather, it leaked. After making several attempts to contact the roofer for repairs we found out he was first in jail and that later her commited suicide because he stole money from contracts that he took. Our roof is still leaking, we have damage to the inside of our home. We tarped the roof best we could and can't find a single roofer in our town that has the time to take on the job. We have asked Brian several times what actions we need to take, and he has given us nothing but the run around since the beginning of our claim. He has no idea of Montana's Codes, nor does he know the urgency due to weather conditions in our state. The roof is still damaged and should be repaired using our original claim.

My question is, can an agent deny us of the ability to choose the roofer that we wanted to go with? We wouldn't be in this perdicamint if we could have just used the original roofer that we provided Brian. We have talked to our insurance commissioner and he advised us to try to work with our insurance company. If the insurance company doesn't do anything, he told us to call him back. I will be filing a complaint with the Insurance Commissioner today. Is there anyone at Liberty Mutual that actually cares about their customers that can contact me? Someone that knows what they are doing?