Liberty Mutual Insurance
Reviews and Complaints

Beware! There are terrible telephone reps at Liberty Mutual Insurance Company for roadside assistance. Unprofessional and a disgrace. They don't understand that when you call roadside assistance, it's because your car broke down and you need help.

I called on 9/29/19 and provided all of the information requested and the telephone rep (girl) that I spoke with kept getting my policy number wrong, my name wrong, my phone number wrong, my location wrong, and the address wrong where I wanted the vehicle to be towed to. While I was repeatedly correcting her, she thought it was funny. I really believe that she was enjoying taunting me. I was very upset about not only the vehicle breaking down, but I also had to deal with this (evil) person at Liberty Mutual.

I was on the phone with her for over an hour resulting in me practically begging her to dispatch a tow truck! It was getting dark and the car was in an unsafe area. I told her to dispatch the tow truck first and then I wanted to speak with a supervisor second (to report her and to confirm that she had dispatched the tow truck since I didn't trust her. I didn't tell her this). Instead of dispatching the tow truck immediately, she placed me on hold for a very long time (I believe purposely). When she came back to the call, she told me that she was transferring the call to a supervisor, "like you requested" she said in a snickering tone. I asked her if she had dispatched the tow truck first and she said "no".

The supervisor, after more discussion, did finally dispatch the tow company and told me that it would take 1 hour to arrive. That's after spending 1 and 1/2 hours on the phone! I immediately called a local towing company myself and they arrived in 5 minutes! I cancelled the Liberty Mutual tow. After this experience, I am done with Liberty Mutual Insurance and I'll be switching to a new insurance company.

Poor customer service is happening on David H. Long's watch. My understanding is that David is the CEO of Liberty Mutual. He is ultimately responsible for what is happening at Liberty Mutual or those that represent Liberty Mutual.

Liberty Mutual stiffed my family of four when our house flooded. We found a cleanup vendor and asked Liberty if they accepted the vendor. They said "sure, " they worked with them "all the time, " and that the vendor was "not a problem" ... Until they got the bill, at which point they stiffed the vendor, which is now going after my family for the balance. All because Liberty decided it was better to save a buck and benefit their shareholders. The day they get shut down for the ponzi scheme that they are, I will be jubilant and dancing in the streets. Until that day, I'll probably be LIVING in the streets, along with my wife and children.

Wow. Where do I start? I do not have the misfortune of paying this company for insurance products. Thank everything that is holy and right in the world. I did however get involved with one of their insured drivers and they covered every bad stereotype ever created about insurance carriers over the last ten days. I am still arguing with them even after they accepted fault.

Discourteous staff, phone problems(They just keep hanging up er getting disconnected.) I counted five bold face lies just this afternoon. Try to complain and you get the wall of voicemail. If I thought my insurance company would exact a pound of flesh I'd pay my deductible just so they had to fight it in court. Seriously thinking of hiring an attorney just because at this point.

Corrine Scott .[protected] she is a bad agent she really is disrespectful an treat her customers not nice the first time I called her she was yelling in my ear an was really rude she keeps the paperwork an doesn't let us know about anything she tells me to go get the paperwork then she says oh the paper work not right .her service is not good and she been keeping this for 2 months an no results this is the last time an first time I'm approved of liberty Mutual

On 09-07-2017 Julian Angel Flores and myself were in a collision with a Liberty Mutual Insurance policy holder. We requested written notification of the policy limits, including any excess/umbrella coverage which may exist. We were told that they didn't divulge policy limits based on company policy along with no request being made to the policy holder to authorize disclosure. Liberty Mutual has not investigated this claim in a timely manner and have refused to pay this claim without a reasonable basis. Liberty Mutual has refused to respond to any notices, affidavits, or contracts and have chosen to remain in default displaying a breach of the 'Good Faith And Fair Dealings covenant. The refusal to inform us of the policy limits deprives us of a basis for evaluating the case, thus hindering settlement and injuring us further.

We have been unsuccessfully tryin to settle our claim with our adjuster. What are your service standards for returning calls? Her phone goes right to voicemail. We have provided everything we need to on our part and expect the same from LM. I have attempted to call any other # besides Lea to get another human to no avail.

Please provide me with the manager of Lea Cavalieri so we can get some resolution.

Regards
Colleen and James McMann

Claim # [protected]

I have filed two claims with Liberty mutual over a month ago. I picked a repair shop from their network. When I realized there was another shop 2 miles from my job I took it there. I got a rental for two weeks they only paid 5 days, claiming they did not know where the car was. This time I told them where I was going to bring the car. Since they did not have an adjuster in my area, they had to hire an independent one. when they guy came he only did one estimate. I called them about the estimate because it was unreal, they told me they only pay for used part. I have a BMW hard top convertible 2010. So I got a check for $315 minus my deductible. I called the dealer and I was told this damage will cost about $1600. The guy came back to do the second estimate on 6/21. Liberty mutual stop paying for the rental on 6/24. my car is still at the shop. I just called them to ask them about the check, they claimed they never received the second estimate. I called the company who did it they told me that they submitted it to the insurance on 6/23. So now I have to bring the rental back because they already charged me for 4 days. I have to get my car back, they repair shop was waiting for the second check to start working on my car. Their customer service and towing services are sucked. I just need to know what can I do to get this people to pay for claim and the rental

Randy MarcusLiberty MutualClaim [protected]. I have a long lasting issue on an auto accident claim of my wife's (Linda Marcus). I have been shuffled around for 2 years.I want to speak to a sr level corporate person. Not a local adjuster who reads from a script. The repair and medical issues have been grossly mishandled. Ive been shuffled around for months. I want to talk to a corporate level person to settle this claim. There are no lawyers involved

Randy and Linda Marcus ...Policy AOJ-[protected] 8 7

I filed a claim with Liberty Mutual on May 21, 2019 for an waste flooding in my home on May 17th, 2019. The insurance adjuster never came to my house, never saw the damages but received loads of pictures and e-mails. He quickly honored an invoice for a plumber with no contract, no estimate and no proposal for over $7, 000.00. The plumber did about $800.00 in work and provided about $20.00 in material, never correcting the back up problem. The insurance company disputes estimates from four reputable contractors to rebuild my space that their mitigation team demolished over three weeks ago. I pay my insurance and my mortgage on time and promptly for 16 years. Liberty Mutual 's Claims adjuster has been stalling for weeks now while my home has bare walls torn down to the studs and a toilet hole with the toilet sitting in the middle of the floor. It's a nightmare. I have called and written to their corporate office and was referred to a claims manager who referred me back to the claims adjuster who is maliciously and deceptively stalling the payment of this claim. I have paid more than $700.00 in out of pocket expenses have had over $1, 000.00 in personal losses and when their water mitigation crew inadvertently disconnected my deep freezer all of the food in it was spoiled. This is now going into the third weekend and the claims adjuster will send a text message (stalling) he is working on it (stalling) he needs to talk to my contractors (stalling) In the meantime I still pay my mortgage pay all my insurance polices and my home is a living nightmare with photographs and documentation. The adjuster who denies or minimizes the value of the claim has never seen the space and sent only a water and clean up crew. The walls are gone, the floor is gone the damages by the average contractor exceeds $10, 000.00 but the claims adjuster is still (working on it). It's bad enough that unprofessional contractors scam and lie to seniors, minorities or individuals so situation that they can't just make unrealistic changes but when an insurance company holds on to the money for a claim like it's coming out of his pocket and even tried to suggest paying less than 1/3 of what four different contractors proposed is unethical. I went to corporate as stated, the office sent me to his supervisor a claims manager who sent me back to the adjuster. I have over 45 e-mails and 40 pictures to document and confirm my claim. It is demeaning and horrific that I have been forced to live in these conditions while the claims adjuster stalls completing the claim so the contractors can get to work. He sent his mitigation team in the next day to dry my basement, rip out my floors and walls and run electrical equipment for five days. They've been gone for two weeks or more and the adjuster is still "working on it". This is a typical stall tactic of adjusters I have talked to an attorney and I am filing with the Consumer Protection Bureau. OMG This is a nightmare.

I have tried multiple emails and phone calls with no response regarding above Liberty Mutual insurance policy (AOS-[protected]), cancelled on 5-3-2019. All I received was an email from Alexandra Peaslee stating "we take our responsibility to our customers seriously"; however, the same person that wrote this never responded to my inquiry or multiple phone calls where I left messages and my return phone number - still no responses to date.
I paid $292.33 on 5-1-19, cancelled my policy on 5-3-19, and received a refund of $55.66 to my amount. I merely asked for a detailed summary for the refund amount, but no one apparently wants to assist. This is getting very frustrating!

Dear Jeff Grant,
I am the other of the vehicle that your insured hit. I am trying to help my son's fiance, that was driving my car get her medical claim settle. I am including a copy of an email that I sent to Jeff Grant/Supervisor of Amanda White(adjuster) Claim# [protected] to let you know what is going on. Please feel free to give me a call with any questions; [protected]--my name is Vicki Gadd

My name is Vicki Gadd and I was the owner of Kia involved in an accident that your insured caused. The date of the was 12-7-2018. Amanda White is the adjuster that is helping Cassidy Duke settle her claim. At this time, we have not been very happy with Amanda's response time or should I say lack there of. In fact I left you a message a while back stating that she never returns our calls and we(because I am helping Cassidy) wanted an update on the case. She was released in January 2019 from her physicians. You did return my call with this message that you weren't able to speak to me due to the fact that Cassidy was over 18. I returned your call and explained that at the beginning of this case, Cassidy and I were on a speaker phone with Amanda and she gave her verbal consent to speak to me. You then, from what I was told asked Angela Hillman(email she gave me: angelahillman01@libertymutual.com)to contact me since Amanda was out of the office.
Angela and I did speak and in fact after I explained the issues we were having with Amanda, she pulled up her notes and relayed to me that Amanda was still needing 2 medical documents(they are attached to this email which is the original email I sent Angela). I obtained these final 2 medical documents and as you can see from this email that I am fowarding to you, I sent them directly to Angela, which was her instructions. In my email, I requested that she return an email confirming she received them and as of today, I still haven't heard back from anyone!

On 5/15/2019, I called Angela's phone# 470-655-4348 and left a message asking her to return my call to get an update on the case. I never heard back and therefore, I called again on 5-16-2019 and left another message stating that I had called the day before and still had not heard from anyone. Angela called me back at 1:54 pm CST and told me that Amanda was the adjuster I needed to speak to and I told her that she was my last contact on this case. She then stated that Amanda was headed back to her office and asked if she could place me on hold to check with her to see if she could speak to me. She came back and said that Amanda was headed into a meeting and that she had spoken to my daughter already. I asked her to please have Amanda call me back after her meeting. She said she would ask her to. As I am typing this email the current time 1:56 pm CST, just barely over 24 hours from my conversation with Angela and still NO PHONE CALL FROM AMANDA. Of course who does that surprise!

Just an FYI, Cassidy is not my daughter, she is my son's fiance. Just wanted to keep the records straight. Also, I am utter disbelief that this case for this accident has taken this long to settle. Cassidy is wanting to seek legal help to put this behind her and I am trying to dissuade her from doing such.

I would like to see this situation improve to say the very least and possibly get it settled. Please feel free to call me with any questions at [protected] and also please contact Cassidy as she was the person that was injured in this accident and deserves to be treated with respect not put on the back burner.

Thank you
Vicki J Gadd
[protected]

We are getting no response regarding a current claim. Kevin and Alex have both 'worked' on this claim. We are asking for a fair price, reimbursed for two years of insurance premiums that have been paid since this vehicle has been totalled, and the extra equipment on the vehicle.

Next stop is BBB and insurance commissioner.

Please contact Scott [protected] for specifics on claim number and date of loss.

I am sickened every time I see the Liberty Mutual commercial with the emu bird bashing it's head into a glass window. Is this seen as funny or entertaining? I see it as animal abuse, even though the bird may not be real. It is percieved as a real live animal. A child sees this as real & as normal behavior for adults to stand by & watch an animal in distress & possible danger of injury, & do nothing but laugh & eat a sandwich. Come on Liberty Mutual. Is that the best you can do. How about using animals in your commercial that are perhaps military heroes or as support animals for our soldiers with post traumatic stress disorder. I do think your insurance add will be looked at and listened to much more seriously with increased sales of your products.

I am filing this complaint because I cannot reach anyone in your office that can help me. On our automobile loss report that the insurance companies pull up to find our claims, it lists a comprehensive loss of $3, 619 on 11/14/2017 and it is checked At Fault. This is a comprehensive claim so it should not be listed as "At Fault". I am not a Liberty Mutual client at this time. We were when this claim was made in 2017. We are requesting that a letter be emailed to us stating that this is not an at fault claim. Our email is [protected]@sbcglobal.net

Please correct this. Thanks.

Chris and Denise Beechler

On 4/1/19 I filed a claim with you because my vehicle was involved in a hit and run. Claim #[protected]. I got an estimate from an approved shop however I did not want to get the repairs done at that shop, I was going to get it done elsewhere and just have the check sent to me. I reached out to my adjuster, Brandon several times via phone calls to his direct extension to let him know to go ahead and send the check so that I could begin the repair process, and wasn't unable to reach him a few days in a row. Finally I resorted to email on 4/5/19 and told him to send the check to me. He replied to me 3 days later on 4/8/19 and asked how I wanted to go about receiving the payment. I responded that I wanted a check sent to me, so on 4/9/19 he told me that the check had been issued and would arrive in a few days. The check arrived 4/12/19, and I deposited it that day. I had my vehicle towed to the shop that weekend, paid the deposit required for the repairs to begin and I was told it would be in the shop on 4/15/19. I recall the estimated repair time to be 7-10 days, so the rental car should have been covered until at least 4/22 if not 4/25. However payment was stopped for some reason several weeks ago, and I was never notified by Brandon or anyone else. I tried coming to a resolution on the phone with him and it was very counterproductive as he would not listen to anything I had to say and did not try to come to any solution. I am willing to pay for some of the rental, because I understand that I was in it for longer than the repair shop estimated it would take, however the fact that payment was stopped the same day that the check arrived to me in the mail does not seem right. There is no way possible I could've had the repairs done in one day, as I said before it seems to make much more sense for it to at least be covered for 7-10 days from when the repairs began, especially because the only delay in this process was caused by the adjuster not sending me the check. I appreciate any help or solutions suggested.

Sincerely, Tyler Donovan

I see you already have 73 complaints not good customer service.my name is Lorraine Barry [protected] .my claim number is [protected] I don't want after market parts my truck had a new factory number and thAt is what I want on it the cost difference is 100.00 dollars .jessica Brudziensku tells me to go to my ins for the difference you took the fault not me .is this how it's going to be when I submit medical bills to maybe I'll have to call the ins commissioner .your insurer hit me .
Lorraine S BArry
E- mail is [protected]@ aol.com

I sent this email to her Manager Alexander Machado

Mr. Machado, I've been having communications problems with Maria Sotomayor she is very aggressive to me.

1. Did not keep me informed regarding the status of the claim.

2. Never answer my numerous calls and emails.

3. Did not keep her phone appointment as scheduled.

4. Finally I called your customer service center and they connected me to her and she literally scream at me, because she was on the phone with another insurer and she has to give them her time... all of this in a very aggressive way.

I filed an auto loss with your company on 9/14/2018 as your insured, Mr Guy Brookings rear ended my vehicle which was at a complete stop on Interstate 12 in Madisonville, La due to traffic. Mr. Brookings was driving an older Ford Focus and the vehicle went under my rear bumper and raised my car up. The damage to my vehicle included the rear bumper, the support brackets and both rear sensors of my 2015 Acura MDX. I had 4 passengers in my vehicle excluding me and all are over the age of 70. They were shaken, however thankfully all are tough ladies and did not sustain injuries other then being shaken up. Mr. Brookings vehicle was totaled from the front all the way to the front windshield however it was still drivable. He immediately exited his vehicle and apologized to me. The traffic was very heavy and I decided not to call the police as he would have received a summons and he willingly provided me with a copy of his license and insurance information.
I called Liberty Mutual within an hour of the accident and Mr Brookings also verified all accident information with your claims adjuster, Ilana Ryan. When I first reported the loss to Liberty Mutual Customer Service Center and later to Ms Ryan, I advised of the damage which included the rear sensors on my vehicle. It was obvious as my dashboard also indicated immediately following the accident that my sensors were damaged and not working.
I reside in New Jersey and was visiting family in Louisiana at the time of the accident. I advised Liberty's Customer Service Center that my auto was drivable and that I was driving to Jacksonville, Florida on the next day to visit family. I asked them to set me up with a shop there as I would be in Jacksonville for two weeks. I finally was able to get in touch with Ms Ryan 5 days later and she would not accept liability as she still needed to speak to Mr. Brookings, your insured. I asked her to please let me know asap as I wanted to get the vehicle repaired prior to heading back to New Jersey. I called her several times during the next week and left messages on her voice mail to no avail. Finally, she got back in touch with me after I returned to New Jersey and set up an assignment at one of your direct repair shops, Karl Mey's Collision & Paint, 1383 RT. 130, Windsor, New Jersey. I went to the shop on 10/23/2018 and Mr. Charles Dey completed the estimate which totaled $1050.14, however did not include the two rear sensors as Mr Dey told me that they would check them and it could be handled as a supplement with Liberty.
Karl Mey's is an excellent shop that delivers quality work. I know this well as I have 42 years of Claim Experience as the Retired President and Chief Claim Officer of AIG as well as the Ex Territorial Claim Manager of Allstate Insurance Company.
I was not able to set up an appropriate date to get my car repaired as the first date I was provided was 3 weeks out and I could not bring the car in at that time as I was traveling due to my consultant work within the Insurance Industry. Since November 5, 2018, I have only been home in New Jersey a total of 25 days due to overseas and domestic travel.
I asked a friend of mine, Michael Casale, a body man who works at Karl Mey's if he could repair the vehicle for me. He did an excellent job, however I had to purchase the two rear sensors from Princeton Acura at a cost of $496.78. I advised your claims representative, Ms Ryan of this and she advised me last month that she would process the supplement and issue a check to me. Last week, I called her as I had not heard from her for the last 3 weeks when I received an email from her stating that she was going to submit the payment to me, however upon further review of the receipt she was unable to reimburse me as the work was not completed by Karl Mey's during normal business hours.
I wrote to Ms Ilana last Thursday and advised her that I thought her decision was unacceptable and asked her to provide me with her supervisors name and number as I wished to discuss this further. To date, a week later, there has been no response.
Being a Claims executive for 40 plus years, I did everything possible to mitigate my damages. I gave a break to your insured by not calling the police, I ensured that all passengers in my vehicle were ok and even though one wanted to pursue a BI claim, I advised them not to as I knew they were just shaken up. I also completed the repairs to your estimate and the only issue in question is the sensors which I reported immediately to Liberty that they were damaged in the accident.
Please review your file and advise asap as I would like to be reimbursed for my damages. These are legitimate, actual damages, not fabricated.
Your attention to this matter is greatly appreciated.
Sincerely,
Peter D Aiena (Retired President and Chief Claim Officer - American International Group)
16 Revere Court
Princeton Junction, New Jersey 08550
[protected]

Hi- I opened some claims in NOVEMBER, 2015 and am still working with the same rep to no resolve. I have been faced with delays, no return of letters, emails, voicemails or phone calls. I have supplied all documentation requested and have now found out it is lost. Started over again working the claims after I had to shut my business due to capital loss and non payment in July of 2016 by Zliberty Zmutual. I tried escalating the matter and was Darby back to the same rep Katie Duckett. She has never been helpful to date in any way given the fact that I am your customer. I paid over 20k in insurance premiums for over 6 years with my business and never had prior claims. This is employee theft which is devastating enough. I hired a public adjuster and started this process again with his help August, 2018. Nothing but long timely stretches Nd multiple requests to get Katie to simply reply to us in any way. There have been three escalations to Kelly Collins got assistance and now no reply in over a week from her on this disturbing situation. How can someone be in claims processing not to process claims? This is bad faith unless someone can step in and help get my claims moving. We've gone down to get through one small claim of 4 and can't get anywhere in over 8 long months. Since Katie lost my documents from 2016, I needed to go back yet again for old banking records which was difficult. Did she lose all of my documention form 2016 hot the other claims? Is this common? Is this how your service works by ignoring clients and non payment? I'd be shocked if I even get a response for help here this has been so bad. I left phone calls yo Katie Duckett the last three days to no response. Again.