Liberty MutualReviews 63

Nasty customer reps. Every year my home owners and car insurance went up 25.00-50.00 without any claims. When I called to ask for an explanation for the increase, I was treated rudely like he was doing me a favor. When I asked for the manager, he was just as nasty and he told me the increases were do to administration fees and I should've read my policy before calling.
Bottom line, I canceled my policies with them and went with Nationwide, both polices were 310.00 LESS then Liberty. Don't use this company, I've been telling everyone to get out of Liberty Mutual polices...

I am pursuing a refinance on my home and had to supply the mortgage company with homeowner's insurance info. When I submitted it, I was told it didn't include replacement cost on my home. I looked into it, and sure enough, no replacement coverage. Liberty Mutual had sold me insurance that didn't cover my home if it had burnt to the ground! When I call LM about the situation, they said it would cost more, so, of course, I said to add it. But then they added a supplemental 20% coverage I had not even requested. At that point I began pursuing homeowner's insurance elsewhere and I was able to get a policy with similar coverages for $800 less per year. Bottom line is, don't use LM for your insurance needs. They issued me a policy at a lower price without the needed coverage on my home, just so I'd accept the price, all while trusting them. They're overpriced and will not give you the appropriate coverage.

I have had a claim with them since 8/4/21. My neighbors water lines (condo) leaked and damaged my unit. Good Luck in Liberty Mutual backing their insured. I have requested for an adjuster to return and correct their quote for repair and get no where. They told me in the subrogation unit that because my neighbor was not negligent in making his pipes leak into my unit, he is not responsible. So if my tree blows down on my neighbors fence I apparently will not be responsible since I was not negligent for the tree blowing down? I am so stressed and cannot get any help in this organization. I will be finding a company this time by looking at their ratings. I had no idea how badly Liberty Mutual is rated but it is truly fitting.

My late husband & I got LibMu back in I think 2002 or 2003. When he died two years ago, LibMu refused to remove his name from the policy. The rep told me I would receive better rates. I didn't care. Every time I tried to remove his name, I was met with aggravation. At one point, I offered to drive an insurance rep out to the cemetery to his niche, as his death certificate didn't seem to do the trick.

I down-sized to another state, 15 miles away from my former town. When I had my license, plates/ registration, and title for my new state, I called LibMu. I was given a lower rate, and told everything looked good by Sharon.

The next day, I received an email bill from LibMu for about $250, to be paid by 6/30. I also received emails and texts every couple of hours, demanding payment. I called and spoke with Dawn. She told me that was for the balance on the old policy, and she would roll it into the new policy.

I still continued to receive texts telling me to pay, now dated as due 7/05. I called and spoke to Amber. Amber told me that the policy could not be rolled over because... THE OTHER PERSON ON THE FIRST POLICY WAS NOT ON THE SECOND POLICY. When I informed her that the other person had died two years ago, and I had tried to remove him repeatedly, all I got was a "yes ma'am."

As LibMu has had repeated problems with removing my deceased husband, as well as problems with a simple direct monthly debit to pay for it, I decided to get another insurance company. WOW. Rates, even with my college-aged daughter, were half of what LibMu was charging me for auto, and 1/10 of what LibMu was charging me for renter's! When I changed, my new insurance company, a reliable and established corporation, sent LibMu a letter on my behalf telling them not to bother me. I sent them a letter on my own, asking exactly what all these bills were suddenly on an automated account that was kept up-to-date on my end, and to put it in writing on paper.

That hasn't stopped LibMu. Every morning, I wake up to another demand email. If I wasn't collecting them for a lawsuit, I would block LibMu. I did block their texts.

Most recently, I was contacted by the "Presidential Department." I know what this "department" is, having worked in customer relations. It's an attempt to keep customers, and if not, to bully them into doing things the way a corporation wants. I called the number, and told the rep that I had *specifically* told LibMu to put it on paper. The rep replied, "Yes, but we're calling you." I replied that putting it on paper meant just that, and mailing it to me meant an envelope with a stamp, addressed to me. I then stated I did not want them calling me, ever again.

So I am emailing local consumer help services, such as at newspapers and television stations. I am contacting the state attorney general (I don't think the BBB does much of anything these days). And I am collecting what has now turned into harassment every morning. Go away, Emu and Doug! Take your "Presidential Department" and sudden, unexplained bills with you!

They do not have any competent customer support! Get the run around from every machine then every incompetent person they have! "Only pay for what you need", is a lie! They have ripped me off for the last year that I know of by doing the auto pay and raised rates threefold!
New insurance through a different company is les than 1/3rd the rates for the same policy!
My advise is that you keep shopping around before signing wit Liberty Mutual.

My family got bad mold (which we documented in our claim including photos) in the kitchen at our house. We discovered it on Saturday since a family member has severe asthma and I have bad allergies and we were having trouble breathing. We never had this breathing issue in our kitchen before. We were lucky to have a friend who pulled up tiles on the floor and after a few tiles he said the floor was wet and soft with mold. The source was the area of the refrigerator. Prior to this we recently accidentally dropped a large package of frozen hamburger meat on the granite tile which caused cracks we were hoping to fix and not have to deal with an insurance claim. Perhaps the refrigerator malfunctioned or something else was happening in the floor. First they had me dealing with one person. He said I needed to have a mold remediation place come over but he didn't have any recommendations for me. I called and had a mold remediation place come. When I got off the phone and set up the visit from the mold remediation company, they had me dealing with another person. Two days ago, the other person said he would have everything taken care of in my claim after he spoke with the mold remediation company. Yesterday he said he needs to know the source of the problem to see if I even have coverage for it. He said we need to hire a plumber at our expense (after repeatedly telling him there is no waterline connected to the fridge or in the area) and someone to move the fridge to see the source of the problem. Liberty Mutual doesn't want to address my claim and instead is simply sending a letter summarizing my conversation with them today via mail. When I called the adjusted today to discuss, he was as nasty as always and refused to honor the coverage for the cracked floor which insurance companies cover on homeowners insurance or the water/mold damage. On top of this, I can tell you from personal experience their auto insurance rates are always at least double what I currently pay. I found out how high their auto rates were when I switched. Every so often a Liberty Mutual salesperson offers to quote our auto coverage and they don't know what to say when I mention how high their rates are. Liberty Mutual will probably send a canned answer they are addressing my claim which won't be true.

The Liberty Mutual claims adjuster will tell you what a beautiful home you have, admire your artwork, tell you what great decorating style you have... but they will NOT accept your claim! On top of that, their premiums are outrageous compared to their competitors. When my water bill suddenly increased, I detected a leak in my foundation - literally several hundred gallons of water PER DAY were pouring out somewhere below the house. I immediately contacted Liberty; when the claims adjuster arrived, I was told they were denying the claim because "there was no visible damage to the structure". And sure enough, there was a tiny clause in the 45-page contract that said they don't pay if damage isn't visible. So instead I was stuck with $4500 in plumber expenses, when I thought I had good insurance.
Foundation leaks are a common thing in Texas, due to our crappy clay soil that constantly shifts. I have at least five friends or family members who had a similar leak - with NO VISIBLE DAMAGE - and their claims were accepted and paid in full. Lucky for them, they weren't with Liberty Mutual.
Stay away from this insurer. Perhaps if they didn't spend untold millions on their ridiculous ad campaign with the emu and dorky 70's guy, they could lower premiums and actually pay out on some legitimate claims!

I get an email a day advertising Liberty Mutual Insurance hosted by the same old website and I have reported it countless times to the companies email abuse address and get no results. The only conclusion one can come to you is either Liberty Mutual is paying somebody to spam or they support spammers because they're getting rich off the traffic driven to their website. I refuse to do any business with any company that allows unwanted advertisements to continue. I hope others take notice to this Behavior and refused to do business with them as well.

I hired someone to power wash my house. The solution he used must have been far too strong because I could not only smell it in my house with the windows closed, it damaged the acrylic finish on my brand-new slab and destroyed plants that became spotted like they were sprayed with a chemical. They died off. I found out who his insurance company was and submitted a claim. No adjuster came out. They took all of the pictures that I submitted where it showed the tread marks of his power washing machine etched into the finish of the slab. I provided before and after photos. The power washing guy told Liberty Mutual that he didn't cause any damage and that the finish was defective and therefore he was not responsible. The finish was acrylic, and a strong bleach solution would cause damage. That does not deem it defective. In fact, if what they claim is true, then the grill I had sitting on the slab would have caused the same damage, but it didn't cause any. Liberty Mutual denied the claim and took his side. Their position was "we will uphold the policy holder's position because they are the one that pays us". So, it doesn't matter if the policy holder caused the damage if they have a "reason" not to pay the claim. My past personal experience with Liberty Mutual was horrible and it's the reason I would never use them nor would ever recommend them. They denied the majority of my homeowner's claim from a burst pipe in my home. They proceeded to ask the contractor to hand chisel the mud flooring to save the mud walls in the bathroom so they wouldn't have to pay to have a complete renovation. The adjuster priced that work being paid out 2 cents per square foot. Manual labor at 2 cents a square foot! Liberty Mutual is in business to make money and not pay out claims. That much is clear. They will do whatever it takes to avoid playing out a claim no matter the amount of evidence you have that they should. State Farm is the exact opposite. They are very accommodating. NEVER GO WITH LIBERTY MUTUAL. You've been warned that they are thieves.

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.

I called LIberty Mutual to change my Snowmobile coverage to off season coverage since the snowmobiles will be in storage for the summer. All I need is comprehensive, and asked to drop the liability, and collision while in storage. I called in March for the coverage change. They sent me a form to fill out, which I promptly filled out and sent to LM. I assumed it was taken care of, but the next month they automatically withdraw the full coverage premium from my checking account. I called again in early May, the phone representative said the coverage had not changed, and to resubmit the storage form, which I immediately emailed to them. Now it's late May, and I called again to make sure it was taken care of. The representative told me they can't change coverage in the middle of a policy period. That explanation makes no sense, people make coverage changes to their policy's all the time. 1)LM is telling me I'm required to carry, and pay for full coverage for insurance I don't need. 2) LM has poor customer service, they should have contacted me if there was a problem with my request. 3) I'll be filing a complaint with my states insurance commissioner. If that doesn't give me results, I'll cancel all coverage with LM. This is a good example why people have low opinions of insurance companies.

IF you ever have a CLAIM, get a LAWYER, because without a lawyer, you will be dealing with a Liberty Mutual person who is very young and are instructed to continue to do everything in their power to delay, deny, re-propose a settlement.

Our vehicle was rear-ended, their CLAIMS staff (all very young and unbelievably ignorant) will absolutely stick to a company policy that is directed to save the company money, instead of providing a fair settlement. Example: Allowing your vehicle to be in a comparison pool with same make/model/year but that have twice that mileage and are in a different condition. You will loose thousands in your claim. Then, your injured partner will get to sit in front of a Liberty Mutual provided doctor who is arrogant and very unprofessional ( obviously a patron of Liberty Mutual) - as opposed to serving the injured!

Was hit by Liberty Mutual Insurance (LMI) client, client assumed blame and was ticketed for his actions. LMI refused to process my claim since they had not assumed liability. Long story short after 30+ days finally get vehicle to shop. Vehicle has more extensive damage that initially thought so vehicle was total loss... this is where nightmare continues to worsen. Claims resolultion person refused to provide me fair market value for my vehicle despite the fact that they are obligated to provide finances for me to purchase a comprable vehicle. So blame is place on me because I researched and got a good quality vehicle that would maintain its value AND was struck by their client. They salvaged vehicle, but felt appropriate to offer me BELOW market value so my research to find the vehicle I felt suited my needs was for naught - I couldn't afford a replacement! They continually blamed me, the victim, for being difficult and not accepting their settlement and when I contested their settlement they retailiated against me and took rental car they had provided while my vehicle was in for repairs. Finally insult was deductions for a dirty dash board and dog hair on the floor of my SALVAGED vehicle - guess it was my fault for not detailing the vehicle before their client hit me, drove under my SUV and then shoved me into the car in front of me resulting in total loss of my vehicle. Was the victim of accident and then victim of claims representative and claims department manager. BETTER HOPE YOU NEVER GET HIT BY A PERSON INSURED BY THIS COMPANY OR YOU WILL NOT BE ABLE TO REPLACE YOUR VEHICLE WITH THE SAME MAKE/MODEL/YEAR YOU WERE DRIVING WHEN THEY HIT YOU!

They advertise one thing, beware. It is fake, false. Feaud. They say accident forgiveness! They say you don't get punished for filing a claim! This is out right fraud! They have refused to renew policies for 2 different ramily members for filing very small claims!
I have no tickets or accidents, yet they raise my rates every year. Yes I have had enough with these lieing insurance companies. Time to start our own petitions and campaign. Get rid if insurance companies and start a new non profit program to meet the mandatory laws...

Liberty Mutual, 1 year ago my family was involved in a car accident. Bear in mind they did nothing wrong, leaving work. Next thing you know a car is in the driver side, crossing a two way road. The driver "did not see the car" they were ticketed, there was no dispute about whose fault it was. Had to fight every step, the car seat was finally reimbursed the expense out of pocket was 200. It was inconceivable the insurance co was not aware the car seat was cut out of the car by the officers. And that it could not be reused after being in an accident by law. There has not been one ounce of humanity, two children in the back seat, one got a neck burn where the seatbelt hit. Very easily could have done some serious damage to this child. I know it is about numbers, but this is insane. The medical bills are not being fully covered and no offer for pain, suffering, inconvenience, anxiety or stress. It is almost like the accident is insignificant, completely disrupting a family. It has actually cost this young family money out of their own pocket. They are going into the second year! I have always been of the opinion, in this situation the injured party suffers no loss... What a joke..

The customer service at Liberty Mutual ties with that of Discover. They are super prompt and courteous with lock out services. You actually speak with someone in the USA. The rep actually listens to the customer. Instead of having a list of rote questions to ask the customer, the rep listens. This I find rare in customer service today. The rates are competitive with other companies. I did lots of research before I went with Liberty Mutual. So far no claims.

Liberty mutual failed to fully pay for a rental car while my car was being repaired.
They determined that they would pay for 4 days, do you really think that I can control
How long the collision shop (that commerce insurance told me to use) is going to take.
After repeated emails to the rep. Handing the claim, with no response, I received a bill from the car rental company for over $300. I couldn't believe the rep. Would not even reply to my emails and phone calls. Liberty mutual acknowledged that the accident was not my fault why should I pay for the replacement