Liberty MutualReviews 63

I have filed a claim with Liberty and have had SEVEN MONTHS of unreasonable delays, denials and unsatisfactory settlements. This was due to internal negligence, lack of communication between their internal departments, lack of communication from management to me, the insured. This claim was mishandled in numerous ways, mainly by inorganization - losing photos and reports repeatedly between the ten claims reps my claim went through, along with so many other issues documented in a 17 page timeline. I do not believe Liberty Mutual investigated this claim thoroughly, properly, timely, fairly, nor did they keep it on track. Their internal incompetence has caused unreasonable delays – it's been SEVEN MONTHS from the beginning of my claim until now and I have zero repairs completed because of the roof dispute. My repairs should have been completed LONG ago, this should have been internally caught LONG ago, not SEVEN MONTHS LATER after I kept on pressing and pressing. Upon further investigation by reading reviews online, I have found that this is a common thing with Liberty Mutual and most of their insured, now EX INSURED, have had horrible experiences. I believe they did not act in good faith in handling my claim and this is an experience I wouldn't wish upon anyone, much less a single, working Mom like me that has enough on her plate already. I will now have to submit another claim and pay another deductible of $5,444 SEVEN MONTHS LATER and fully expect this to take several months, with multiple issues as well. This all could have been and should have been avoided if the proper channels would have been taken after my claim was filed. Don't get sucked in from their cute and funny commercials - this company is disgraceful GARBAGE, not mention how overpriced they are - after I closed my account with them and am now insured with a reputable, well-known company, my rates decreased by over $1,000/year!

I had a water leak in my kitchen due to issue with the reverse osmosis system.
It leaked all the way through the floorboards into a downstairs room causing damage there as well. Liberty Mutual sent out a remediation team who then proceeded to rip out the flooring, damaged cabinets and put up braces, sticking out over the kitchen sink and island. It has been that way for 11 months. I had to hire a Public Adjuster to help me with my claim.
Liberty Mutual did their best to try to not acknowledge my claim. Recently, they finally agreed to pay out on my claim and of course they are lowballing me. My home has been like living in a construction zone for the past 11 months and still nothing is fixed or replaced, my premium is also high as well. This is completely unacceptable, especially since I pay my homeowners insurance every month rain or shine and I have to live in a home that's hardly functional. I believe Liberty Mutual is acting in bad faith and they are not exercising due diligence, or ethics for that matter. I would definitely not recommend Liberty Mutual as an insurance carrier, they are the absolute worst.

I wish I could give this insurance company negative stars because my experience has been nothing short of a nightmare. I filed a renter's claim on June 30,2024, after a broken water line in the ceiling caused significant damage. Common sense dictates that water isn't going to go upwards, as it's a liquid that seeps into everything. The process has been frustrating and poorly managed from the beginning. On July 1, the claims adjuster gave me permission via text to dispose of damaged items as long as I had pictures, which I did following her advice. However, a week later, the adjuster called me requesting to inspect the damaged items. Reminding her that the items were already disposed of per her permission, her demeanor shifted dramatically, and I was questioned as if I were lying about the damage. This abrupt change in tone was shocking, and it felt like I was being unjustly scrutinized for following her instructions. Things only got worse from there. My claim was sent to the SIU department. She then called a vendor to come and inspect my items, knowing they had been disposed of a few weeks prior with her permission, yet she still allowed this situation to escalate, which is incredibly unprofessional. About 90% of my claim was denied. It's unfair how they can pick and choose what they feel was damaged and the price they choose to compensate you for the items. I had about $20,000 worth of items damaged, and they felt $3,431.00 was what my items are worth. The method they use to pay you for your items is also disheartening. After receiving my first payment, in order to get the remaining payment, I have to submit receipts of the items I purchased to receive the remaining claim funds. I haven't finished purchasing my replacement items as I know what products I can use, and I believe I should be able to choose where and what vendor to use, regardless of the price difference. Customers should not be out of pocket when that is what insurance is for. As of right now, not even replacing all my items, I am out of pocket about $3,000 so far. The majority of my items were electrical. With no vendor inspecting my items, they deemed my commercial upright freezer was damaged but not other electrical items. I had my makeup in a case that was submerged in a tote full of water. They determined only some items could be damaged but not others. I had bottles of perfume they claimed only some could be damaged but not others. Since I lost all the food in my freezer, I asked how to claim it, and it's been over 60 days with no response. The adjuster accused me of choosing to throw away items that were not damaged by water and for not saving items for them to inspect, which is completely untrue. It's clear that the adjuster is trying to cover her tracks by shifting the blame onto me. She should be held accountable for her actions and the way she has treated me. What frustrates me the most is that the adjuster is aware that I acted based on her guidance. Instead of taking accountability for her actions, she has deflected blame onto me. Due to water damage, there is mold which is making me sick. I inquired about "loss of use," which was denied. She stated the reason was due to the landlord's lack of care for the building, as neither the property owner nor the management company has addressed the issue. So the customer gets punished because the owner is neglectful. Mold toxicity is serious, but it seems the insurance doesn't care about their customers' safety, health, and well-being. This entire ordeal has not only wasted my time but has also caused immense stress during an already difficult situation. In summary, I cannot recommend this insurance company based on my experience. Their communication is inconsistent, and their claims process lacks accountability. However, it doesn't end there; my roommate has renter's insurance with the same company as well. They used information from my claim for his, and his claim was covered 100%.

On a scale from 0 to 10, and zero being the worst, then this company rates a minus zero for customer service. Last Friday Patrick: if you don't pay your premium by the 10th even though your policy is good though the 24th I will cancel you for non payment? NJDOBI thinks NOT. Don extremely unprofessional. For new auto the woman who basically told me to be quiet and raised her voice to the point I had to hang up. Tells you how important you will be as a customer. Gets worse. Amanda " weeeellll if yo had given e your name and information so I could pull you up in the system I would have transferred you to manager. That is who Ismael said he would transfer me directly to a Manager. SHE DID NOT TRANSFER ME. Then comes Sofia oh dear God. She was in escalations! After listening to this litany of horrible rudeness she asks" WHAT IS IT I CAN DO FOR YOU? Really. She was colder than an iceberg. I hope anyone reading this and observing the whopping 2 star rating knows this is not a company you want to give your money to.
I was not even calling with a claim or complain and I went through this nightmare. God forbid calling in a claim.
Overall I would pay more and lose the verbal abuse, incompetence and unprofessional conduct.
Notice there is no option to reach the CEO of this company. RED FLAG

They will not stand behind they people,instead scam,try to figure out how not to be there for there loyal customers, I'm not young they are the worst!

My car, which was in mint condition, was hit in a parking lot while it was sitting still. The man who hit me has Liberty Mutual Insurance. They paid to have my car fixed. However, when I try to sell my car, it will show that it has been in an accident and I will lose money. This has happened before! I asked for a diminished value claim for some amount of reimbursement. Not only did they deny the claim, but the agent was also rude.

My husband handles our car insurance. Once I heard the ridiculous prices he was paying I was astonished. Of course that wasn't after I hit a deer and had to deal with the claims. That's fine, our fault for not doing our do-diligence. So I found a policy, LESS THAN HALF PRIVE WITH STATE FARM, so I canceled my policy and they still took out my payments after I was told they wouldn't. Just another reason I'll make sure no one I know uses this company. What a joke!

I was given the incorrect information regarding the due date of my last payment, and subsequently, my policy was canceled. They then requested that I settle the outstanding amount on the canceled policy before they would initiate a new policy, which I would need to pay in full. They were utterly uncooperative in resolving their mistake.

Liberty Mutual does not take responsibility when their employees provide incorrect information. I contacted them to inquire about any fees associated with canceling my policy and was advised that there were none, and that I was paid up to date. However, after my policy was canceled, I was charged over $300 because the employee provided incorrect information. Had I known the stipulations, I would have waited until the end of the policy term to make any changes. I reached out again to have the fee waived, as my decision would have been different had I been given the correct information, but the company does not want to take responsibility for the misinformation provided. It is also very disappointing that the communications from the supervisor handling the issue were delivered with an attitude and without the use of spell check, which is very unprofessional.

Your new ad with Taylor Novlan is ridiculous. He sounds like a dumb idiot. I guess he doesn't dislike presenting himself this way. I don't see how this is going to help the sale of your ins. He is ridiculous. A downgrade from his former acting stint

I switched 4 autos and two homes to Liberty Mutual from Geico last year. Liberty gave me a very good price at that time. Upon renewal, the canceled my Landlords insurance with no good explanation other than they would not provide coverage for this type of policy in the state of Virginia. Please note I had no claims for either home insurance or car insurance, and no car accidents or tickets. My primary home policy premium was quoted an increase of over 50%, as well as my cars, which I rarely drive. I read on Business Insider that Liberty often uses this bait and switch tactic to lure you in with attractive rates, then raise rates upon renewal drastically. Please beware. I canceled both my remaining policies with them and switched to a more transparent and fair insurance company.

All I needed was to to speak to underwriting. Responding to THEIR letter! To this day I spoke with 9 different representatives and gave me 3 different numbers for the underwriting department and none go to underwriting lol 🤦‍ thank god this isn't my insurance company. Geico I love you guys

Liberty Insurance is absolutely HORRIBLE! Over the phone, their REP says we should be covered, advises to open a claim, only to be DENIED. Found out that 3 months prior THEY changed a couple items in the policy (without my knowledge or approval, etc), which caused us to have to pay $14K in plumbing issues OUT OF POCKET! We pay almost $6,000 in annual premiums ($478 mo) for what is supposed to be pretty dang good coverage. Pffft! Who does that?!?! They lie, deceive, and manipulate. BUYER BEWARE- they are crooked! Liberty Mutual is a major reason why the insurance companies remain such repugnant companies. I will happily spend more for ANY other company at this point. Even worse, we have multiple vehicles covered as well. BYE-BYE Liberty! SHAME ON YOU LIBERTY MUTUAL.

My daughter got a divorce and had to refinance her house to pay off her ex-husband. After the refinance was complete, we asked Liberty Mutual to remove his name from the insurance policy. They refused. They stated that he had to personally call them and ask to have his name taken off the policy. Well, that wasn't going to happen because it was a messy divorce and there's no way he'd do anything to help us now. We explained this to Liberty Mutual and also told them that we had a copy of the new deed without his name and a new mortgage note without his name. They responded that it didn't matter and they wouldn't remove his name as insured without his permission.

We then found another insurance company to write a whole new homeowner's policy without his name. We called Liberty Mutual and asked to cancel the existing policy. Guess what. They refused to cancel the policy unless my daughter's ex-husband gave his permission. Can you believe this?

After over half an hour of arguing about this, we asked to speak with a supervisor and was connected to a "resolution specialist". We went over the whole thing again with her and she FINALLY agreed to have the policy canceled.

Save yourself some frustration and avoid getting insurance through Liberty Mutual!

I reported a claim to liberty mutual for my home roof. They sent me an email with the amount I would be getting to pay for the roof. I received two checks totaling ******* and was advised that upon roof completion, I would receive a final check for 8000. Liberty mutual called me to inform me they were mailing the check to me but when I asked the amount of the check, he said 3000. I am being short cheated out of 5000 and I owe 7000 on the roof. So, am I supposed to pay out of my pocket?

Horrible company widespread apathetic and useless first line agents when trying to resolve and issue - ABSOLUTELY no leadership accountability or escalation process - simply told that an email would be sent to supervisors and they would get back to us in 24-48 hours - not sure what kind of new math they use but it's been over 96 hours with no leadership contact despite multiple calls per day requesting supervisor contact.
Wholeheartedly recognizing their company errors but ABSOLUTELY NO WILLINGNESS OR ABILITY TO RESOLVE. Meanwhile I am left with 3 cars with suspended registrations due to their error and no resolution in sight.
Abominable customer service they should be shut down for stealing customers money and fraudulent business practices

Liberty Mutual is FULLY AWARE that someone is using my deceased mother's name on a policy and refuses to do anything about it. Instead, they advised ME to contact the PERP and ask them to remove her name!
Liberty Mutual is TRASH.

This has to be the most disgusting insurance company (Liberty Mutual) I've ever dealt with I (Geico) got into a car accident back in May of this year which I was not at fault for and their driver (Liberty Mutual) was at fault for 100% and was told I would only be covered for 85% I had to come out of pocket for rental fee of almost $900 I explained to Liberty that I had renters insurance through my insurance (Geico) and that it would only cover me for 31 days and they would have to cover the rest I returned my rental back on June 20th they (Liberty Mutual) were suppose to reimburse me back the out of pocket expense of what I paid 100% once I sent in my receipt here it is October and I'm only reimbursed 85% I was robbed by Liberty Mutual 15% of my money and they refuse to give me the rest talking about they only reliable for 85% when their driver was in the wrong 100% I don't believe that was fair to me at all I'm a single mom who works hard like any other citizen in America only to be robbed of my funds this is definitely not an insurance company I'd recommend to anyone thank God for Geico who always have my back 100% whether I'm right or wrong I've never dealt with nonsense like this before ever I'm furious at how I'm being treated by Liberty Mutual you just don't do things like this to people it's not right it's not right at all especially when you're not the one at fault I wish I can give it 0 stars for this instead of 1 I wish I had my receipt in front of me to upload with this review this is insane