Liberty Mutual Mobile
Reviews and Complaints

I called Customer Service with Liberty Mutual and needed a few changes completed. Ms. CiCi (or Cee Cee) not sure how she spells her name but she rendered top notch service to help meet my needs and address my complaints of what I have acquired since joining Liberty Mutual in 6/21/2022 with a representative named Alex Capiro. I am not pleased with Alex’s service overall simply because he never returned any of my calls after giving me his personal direct line to reach him. But again, Ms CiCi has been so great with getting my accounts last name changes over, recapping what she did to help me get to MVR Lexus Nexus department to review my driving record for them to make sure I am helped and she reinstated my policies with correct coverage premium I need to pay monthly placed back on automatic deduction with my correct name when I pull up my email from you all. She is Superb! Y’all need more representatives like her to help your customers thoroughly!:)

Worst Insurance around. I had a claim in 2017. The job didn’t start until more than 8 months after a Huge Oak tree from a neighbors went through the back part of our house. An adjuster came out. Since we’d never had to put in a claim before; this was very new to us. Someone came out to put tarps on, not once put 5 times. Rain was still coming in. In the meantime we had a hurricane and water just started pouring down in 2 closets and stairwell. I couldn’t get ahold of anyone until the next day.Long story short we went with a company Liberty Mutual referred us to.(BIG MISTAKE) The subcontractors that worked for the main contractor only showed up 5 times. The rest were all sub sub contractors.I never received an estimated contract. All the work that they finished was poorly done and still things are not finished Never came to do a walkthrough. Something that should have only taken them maybe 2 months took them 2 years+. I would attach pictures if I could on this review.

iOS10 here nothing changed. This app still poo poo

I just switch my insurance to Liberty Mutual from Geico. Better rates! So, iit’s not just a fake TV ads, yes Geico iOS app is million-miles-galaxy away from this app.

Liberty Mutual app really feels like it is from 1990s. If there were iPhones back then and we had apps this would be just fine, but not right now. Buttons, controls and overall UI looks and feels so outdated. You just wanna get out of it after you do your thing. This is probably not a native iOS app. It's most likely displaying a mobile website.

But I will give credit where it’s due. I didn’t have any problem with the app like many complained about. I had zero crashes. Didn’t have any issue also making a payment. So the functionality works just as expected. Nevertheless this app needs a complete overall redesign!

Now, Liberty Mutual is a very rich and a very old insurance company. This app is a shame for its caliber. For that reason I am giving it a 2 stars.

Roadside assistance left my son stranded on the side of the road for 5 hours. They kept saying a truck had been dispatched to him but never did. After 4 hours of jacking around I called a company who picked the car up. That was only the beginning of the terrible service. I was too kind and forgiving and should have went elsewhere long before we did.

My son was later involved in an accident where the other driver fled the scene. Trying to contact an adjuster. You pretty much have to call in and go through all the automated prompts as if you are going to cancel your insurance. Then you can talk to a real person who after a couple attempts may actually arrange for a real person to call you back.
The hospital gave up trying to submit bills through the claim number liberty mutual provided so we ended up paying for what I paid liberty mutual to cover.

I could go on but I think you get the point. Cut rate company, forget talking to a live person after you sign up and be prepared for terrible service when you need something.

We tried Liberty Mutual to go Chiate it down our co-pays to its lowest $50 on things like collision. How is this possible? I went on line and went to a very laborious cherry picking process purposely choose the lowest co-pays on every type of coverage I needed for our two cars and rental space. And I still was more affordable than what we had been using for insurance in the past.

My husband is a hospice chaplain. He decided to supplement his income I driving Lyft during last summer. He’s very diligent as soon worked up his status to nearly 5 stars.

One early evening, he decided to do Lyft driving for a bit on the way home. So he switched onto the software for drivers of left, and 12 around town waiting for Call to pick up a client.

We’re making a legal left turn, A car and is left cut them off, and he was in a Fender bender.

He called the people at Lyft because they do ensure their clients in case of an accident.

He called our insurance company with to notify them of the fender bender.

Double coverage is a smart thing right?

Lyft informed him that bear insurance does not cover him until a Lyft Rider is in the car.
Another words if he was in between rides with his light on, yet hadn’t excepted a rider, Lyft had no coverage for him in the event of an accident.

Liberty Mutual informed him that if he was a driver for the purpose of Lyft or Uber-type services; he was not covered.

The repairs cost over $1000 on the car. We were very dissatisfied with both Lyft and Liberty Mutual. Wouldn’t you be?

The app with right track is in theory supposed to promote safe driving by offering a discount for driving with little to no “hard braking” or “quick acceleration”. The issue is the app doesn’t take into account that there are other drivers on the road with you. As a driver you should be adjusting your driving according to the conditions on the road. I’ve driven for 30 years, have had no accidents and 1 ticket in all those years because I am aware of surroundings at all times and utilize defensive driving skills which this app will ding you for. I’ve been in more close calls to an accident in the 75 days using this app than I can remember anytime in the last 10 years because of how it influences your driving to try to stay in its parameters. It’s actually somewhat dangerous.

In addition to working against true good driving habits it also seems to have an algorithm to throw in offenses to keep you from getting the maximum discounts. I’ve had several acceleration hits when coming to a stop or slowing into a turn. Places where it’s not possible to actually be doing what it says you were. It also is not transparent as far as how it calculates your discount or what you need to achieve in your results and how it equates to your discount. I believe this is so they can manipulate however they like.

The only reason I gave the app 2 stars was its overall easy to use and read. However, there needs to be a lot of work done on the right track software or there’s going to be lawsuits or class action suits against companies after accidents are caused by them.

I have been with Liberty since November. The policy started out with just me and my one car. The price was ridiculous and I slightly understood because I’ll admit I had a speeding ticket and a wreck that I wasn’t even at fault for, but I needed insurance and was getting stressed out so I just went with it. I even made several extra payments when I had the money to cover any future months, basically to pay off the premium faster. I then added my boyfriend (who has a perfectly clean driving record) and a new car and the price skyrocketed over $200 a month. That was BS to me so I started looking around for other companies. I found one for a great price and switched over and set Liberty to cancel before my next payment. They then send me an email saying that I am going to be charged for the whole month of July even though I won’t have a policy with them anymore. I have made several extra payments like I said and always made my payments on time (since it was auto withdrawal anyways). I do not have the money to pay for 2 policies for the same 2 cars and people. We are in the middle of a global pandemic and I’m stretching my money thin as it is. They are going to be the result in me starving because I won’t be able to buy food. I won’t be able to feed my animals either. I probably won’t have enough gas money to make it to work either, which only gives me enough to get by. I would not recommend Liberty Mutual to anyone after the experiences I have had with them. They are true scam artists. Don’t go with them, look elsewhere please. Save yourself the money and stress.

Just to give a little idea about my driving style. I had a hybrid that was rated 55mpg, and I drove it at 64mpg. Until it was totaled because someone ran a stop sign. My first accident in 37 years of driving. My Ram 3500 with the old style straight bar Cummins, I get 22 mpg. So that should tell you I am by no means an aggressive driver. Yet Right Track tells me I am. If a light turns yellow, and I stop in time to not run a red light, 9 out of 19 times I get dinged for a hard breaking. Likewise for exit lanes. To not slow down in the lane of traffic, but use the exit lane for that, you will in most cases get dinged for a hard breaking. Merging into rush hour traffic and do that safely, you will most likely get dinged for a hard acceleration. Trying to avoid an accident, because someone runs a stop sign, doesn’t yield for you while they enter the round-about, backs out of a driveway without looking, cuts you off in traffic, you will get dinged for hard breaking events.
If you would drive to avoid hard breaking and hard accelerations, you will get rear-ended, run red lights, get into plenty accidents, and endanger 95% of the traffic around you.
And then your savings seem to increase for the first 60 days. Yeah, 15%, but then it slowly get less and less while you still drive the same dangerous way the app teaches you to do.
The idea is nice, but way too limited and inaccurate. This does not reward safe driving. It rewards driving such that you will get into plenty accidents that are then other people’s mistake so your insurance can call you a safe driver……. But in reality you are a terror on the road.

But Go straight to a live rep to set up your request!

I phoned at 2:58pm and auto phone bot sent a link via text message to fill in my info. Once I did that, it showed in progress. Two hours and still in progress. No service rep contacted me, nothing. I called again to query and my profile was not found so I submitted again. Again, the same link. At 530pm I decided to call a service rep, she couldn’t find my profile with my cell phone number. I told her my car was stuck in mud. She asked if it was fifteen feet to the nearest road and I told her it is at least twenty feet. She set me up with a dispatch, auto rescue inc, who never came! After ninety minutes of waiting I called another rep again that he was a no show. The rep even tried calling and it also forwarded to voicemail. She assigned me another company. Now i asked her and the previous rep will this be covered completely. They said yes. The towing guy came, saw that my car was thirty feet he said from the nearest road/pavement so he have to charge me $200 cash only out of pocket. I called service rep again and they confirmed that it has to be less than fifteen feet. In sum, i waited six hours for help and out $200 when i could have hired a contractor to come immediately. The roadside auto answering bot need to be fixed. It can’t be sending links and not hooking up to agents to assign me a provider. I have screen shots of that website forever “processing request ” mode. Six hours was unacceptable. $200 cash was unacceptable. I had to go to a shady ATM gas station to get him the money. In the End I had to ask him repeatedly to use zelle bc my cards don’t work and he won’t take a check. I’m also all alone in this new city too, on a nurse covid surge assignment! Im a nurse and luckily i didnt have a shift that day or my teammates would be screwed!

I had no issues with my policy in the beginning. Unfortunately, my vehicle was hit on Oct 14th. I called it in immediately and it was all down hill from there. I didn’t hear from my claims specialist for days, when I did hear from her she was nice and helpful however, she seemed inexperienced. I went through my process receiving half information, being sent on a wild goose chase for answers, and received multiple assignments, “You need to call this, send that, call back in such and such amount of days.” Honesty, I felt like I did more work than my claims specialist. Even my lien holder was surprised at how I had to play middle man in an effort to get closure. As time went on things got worst. My agent would get defensive and I found myself having to call random agents just to get answers. I asked for a supervisor from my claims specialist via email and a customer representative when it didn’t happen to only be sent to a voicemail where he NEVER called back. What type of supervisor ignores desperate customers. I was lied to via email and over the phone about statuses and updates on my claim, and when trying to purchase a new car I had to go through 2 different banks and even had to return my new car after having it just a few days because the claims department was uncooperative with information the bank was requesting. It was a totally nightmare and the most stressful experience I ever had. To add insult to injury, I was still being billed and up until yesterday, they were charging me although I’ve trying to cancel since early Dec 2021. The reps kept telling me they couldn’t cancel my account because of an open claim. My claim should have been closed late November because my lien holder was paid as well as me receiving the balance owed. Horrible claims department, horrible customer service, horrible experience all the way around. Do not get this insurance! They will fail you when you need them the most.

My dogs don't even need to be looking at the TV to react to this commercial from Liberty Mutual. They go crazy barking and start looking at the Television as they jump up and down. This commercial is making my dogs upset. It seems to be advertising on the television every 15 minutes. This is not okay and should become a lawsuit if not removed as it must have dog whistle or noise added.

The app is redesigned but Face ID doesn’t seem to work and the app crashes a lot.

Loved the old app, just updated today 7/04 and the app keeps crashing. Can’t even log in before the app crashes.

I authenticated and have home owners and 3 cars with liberty, yet I can only see my home owners. Waste of an app for me.

For security I use a password manager that creates complex passwords. This new version seems to disallow pasting in the password field. Unacceptable.

It crashes on every log in . Makes me sign in multiple times when I’m already signed in. I can’t navigate the app without it “encountering a problem “

“We’ve encountered an error processing your request please try again”pops when I try signing in. I’ve deleted the app, restarted it and this error still occurs, please update!

The company itself has been very responsive and helpful. The app, however, now crashes constantly. It's not even open long enough for me to log in. Please update the app! (Still on iOS 10.x)

Previous version worked great. Can’t do anything with this new version. Need to pay bill and fails. Also can’t view my ID cards, etc... Why did you break an app that was perfect? Please fix or roll-back!

Why can we no longer pay our bill with Apple Pay as I’ve been paying that way for as long as I can remember now all the sudden with new update Apple Pay disappears . There are other issues but I won’t get into those here and now.

Makes dealing with insurance claims even more annoying since everything results in a spiny loading circle. I can't even tell if the information refreshes, since it's been stuck with the same information for the past month with no additional updates.

I can’t find phone numbers for support online. It’s like having to research and click on random buttons just to get to a roadside number or sales, but not support. I have a headache before being able to speak to anyone. Way to hide customer support into.

Not sure what the problem is but for at least a month I’m not able to view my vehicle ID Cards! I’ve called customer support several times and emailed my agent to no avail! I’ve uninstalled and reinstalled the app 2x and still receive error when retrieving ID Cards. Fix whatever is wrong with the app! It used to work beautifully!

Downloaded the app to submit a claim, walked around the car to take pictures, and the app thinks it sent them but the claim agent never got them. The app doesn’t let you see the pictures it took, so I have to actually re-take them all, and the worst part is that the app won’t let you retake the pictures, so I have to do it by hand.
Complete waste of time.

It’s 2018, not 2008. People use strong passwords and password managers so they can have unique passwords that they paste into websites and apps.

Until your password field allows me to paste in my password, the app is much to bothersome to use. One-star because the UX starts off so terribly.

(And while you’re at it, be sure the app correctly stores the Touch ID credential so entering a password is a one-time experience).

I can open the app and see the new design. That’s it. As quickly as it opens, it shuts right down. Don’t access your account. Don’t pass go.

Update after several months of not being able to access my account through the app I have deleted the app. It is extremely disappointing. Whatever update that was done does not like me so I have to unfriend your app. I will reinstall it later and hope that things have changed and maybe we can be friends again. Sad to say goodbye :(