Complaints

This profile includes complaints for Liberty Mutual Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Liberty Mutual Group

  175 Berkeley St Boston, MA 02116-5066

  
• 

  SAFECO Corporation

  1001 4Th Avenue Floors 8-18, 27-31 & 41 Seattle, WA 98154

  
• 

  Ohio Casualty

  1001 4Th Avenue Floors 8-18, 27-31 & 41 Seattle, WA 98154

  
• 

  Liberty Mutual Group

  401 Plymouth Rd Ste 450 Plymouth Meeting, PA 19462-1636

• 

  Liberty Mutual Group

  225 Borthwick Ave Portsmouth, NH 03801-4152

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Safeco insurance without notice or explanation doubled our insurance. It went from ***** to ***** per year! How is this legal? This is fraudulent! This new payment is to take place June 1st.. I would like for this company to lower the payments and be fair in there so called professional company.. I called on April 15th with no real explanation and lots of put on hold.. total frustrating on how they can just **** the American people with such ease..

  

  Business Response

  Date: 04/28/2025

  We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry. A detailed response has been communicated directly to the consumer on April 28, 2025, by email.

  Customer Answer

  Date: 05/01/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  Date:04/22/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an auto policy with the company. I was laid off December 2024. Initially my auto insurance payment were withdrawn directly from my payroll. When I was put on severance package I was under the impression that the insurance payment would still be withdrawn from my severance pay until I received a notification from liberty mutual that my policy was going to be cancelled on 3/15 if payment not receive. On 3/11 on liberty app I made payment for $451.32 which was the balance showing due. On 3/13 I went back in app and showed a new past due *** past due of $451.32 so I made a second payment for that amount. On 3/14 I checked the app again and didnt show any balance due. I went in app on 4/20 and showed that I had a ***** past due and policy was pending cancellation request to call customer service. I called ********************** and was told that that balance was part of the total that was due before 3/15 to avoid the policy being cancelled. The *** and supervisor I talked to could not explain why the liberty app didnt quote the ***** as part of the balance that was due prior but because it wasnt paid my policy was canceled and they couldnt reinstatement. I asked why the app said the policy was pending cancellation and to call them and why the app didnt quote the correct amount due at the time I made the payments and they couldnt give me an answer. The app did not allowed payment amounts to be altered. I was only able to make payments for what it was asking me for. They told me I they couldnt do anything about this and that I would need to start a new auto policy, have to pay more money cause they cant give me the same quote from before, and that because my policy was cancelled for not paying that I would have to pay for a full year upfront to get coverage and wouldnt qualify for monthly payments which I said I cant pay full year as I was laid off. My initial policy was schedule to expire 7/23/2025, told the policy couldnt be made to cover me for less than a yr.

  

  Business Response

  Date: 04/25/2025

  We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry. A detailed response has been communicated directly to the consumer on April 25, 2025, by email.

  Sincerely,

  The Presidential Service Team, Liberty Mutual Group       

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been insured with ****** for many years and never filed a claim until five years ago, when a windstorm damaged my roof. Despite the clear damage, my claim was denied. Two years ago, a hailstorm caused further damage, and again, my claim was denied. Ive continued to pay out of pocket to repair my roof. Most recently, another windstorm caused significant damage, and yet again, ****** denied my ******** this point, Im extremely frustrated. Ive been consistently paying for insurance coverage, but when Ive genuinely needed support, Ive received nothing in return. It makes me question the value and purpose of having insurance at all. It feels like ****** is failing its clients, and this pattern of denial needs to be addressed. My roof still requires repairs, and I believe its time for accountability.

  

  Business Response

  Date: 04/25/2025

  We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on April 25, 2025, by email.
  Sincerely,
  The ******************** Team, Liberty Mutual Group

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  THEY USE A VENDOR TO COMPLETE THIER PHYSICAL ****** THAT VENDOR NEVER CONTACTED ME. FALSIFIED THEIR NOTES SAYING AS SUCH. THEY EVEN LIED ABOUT TALKING TO SOMEONE AT MY AGENT'S OFFICE. THE PERSON THEY MENTIONED DOESN'T EVEN EXIST AT THAT OFFICE. IT WAS PUT IN A COMPLIANT STATUS AND I WAS ABLE TO GET PLACED WITH TRAVELERS SHORTLY AFTER COMPLETING THE ****** NOW WHEN I'M TRYING TO GET COVERAGE THIS AUDIT IS ***ORTED AS OPEN WITH THE STATE OF MICHIGAN, YET GETTING OFF THE PHONE WITH A CUSTOMER CARE *** AT ********************** IT HAS TO GET RE-OPENED JUST TO GET CLOSED AGAIN. THIS IS THE MOST RIDICULOUS THING I'VE EVER HEARD. I WANT THIS AUDIT TAKEN CARE OF SO I CAN OBTAIN NEW COVERAGE ASAP.

  

  Business Response

  Date: 04/25/2025

  We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on April 25, 2025, by email.
  

  Sincerely, 
  The ******************** Team, Liberty Mutual Group

• Initial Complaint

  Date:04/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called liberty mutual to set up a renters insurance policy. I was at first very happy with the price of the policy so I purchased it using my debit card. during the entire phone call I was never once informed that if I used a debit card, I would be charged an installment fee that almost doubled my policy each month. And so the next month I was charged $21 on a normally $12 premium when I called them to ask them why. they said that if I used a checking account I would only be charged a two dollar installment fee, but that was never relayed to me during the policy set up process. I asked them if anything could be done about this first month since I didnt think it was fair that I did not know about this policy and that I was just fine with the charges moving forward and that I would just switch to a checking account. They told me that there was nothing that could be done because the payment was already processed. Even during the initial set up process, I paid with my debit card and that first payment was only $12. So there was no way that I couldve known that there was a installment fee starting the next month.

  

  Business Response

  Date: 04/21/2025

  We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on April 21, 2025 by email. 
  Sincerely,
  The ******************** Team
  Liberty Mutual Group

• Initial Complaint

  Date:04/18/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have called the *********************** number on 3/31/2025 about a claim check from 2006. The ****** **************** employee was very helpful and found the check Number ******* for the amount of $1,597.42 dated Jan 23, 2006. The ****** **************** employee canceled the above listed check and stated that she would have the check reissued to me in 10 business days. She also told me that she placed all the communications between me and her in some department called "CVO". I have called today, April 18, 2025, and tried to communicate this information to ****** **************** representatives but they didn't know what I was talking about in "CVO". So, it seems that not everyone knows about the **************** for an older claim check. The ****** **************** employee that helped me on 3/31/2025 went out or her way to find the claim, get the claim check cancelled, and get a new claim check issued. But it seems not everyone that works for ****** **************** takes the time to help customers with their issues. I have attached a copy of the claim check #*******, dated Jan 23, 2006, and a copy of my policy letter showing that I was a Safeco customer in 2006. Now, I feel that ****** **************** just doesn't care about their customers and just want their customers to never contact ****** **************** unless you just want to pay your insurance bills, but never take care of real customer issues.

  

  Business Response

  Date: 04/21/2025

  We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry. A detailed response was communicated directly to the consumer by email on 04/21/25. 

  Customer Answer

  Date: 04/21/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have not received an email with the response from the business as stated by the business, so it seems that this business is dishonest and has not answered my issues.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 04/24/2025

  A response was emailed to Mr. ******* on 04/21/25. I spoke with Mr. ******* this morning and he confirmed he received the emailed response. He advised he has not received an email from the BBB asking if it was ok to close the complaint yet.

  Customer Answer

  Date: 04/28/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:04/18/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally dispute an entry on my credit report that has been attributed to Liberty Mutual Insurance/Credit Collection Services in the amount of $2847-ACCOUNT ******XX. I recently became aware of this issue during the mortgage application process for a home purchasean extremely critical and time-sensitive financial transaction.The report lists a debt allegedly owed to Liberty Mutual Insurance, yet I have never received any prior communication, billing, or verification of this debt. To this day, I have not received any documentation or explanation regarding the validity or origin of this amount.I am requesting immediate action to:Provide full documentation and a detailed explanation of the alleged debt, including the date of origination, services rendered, and any communications you claim to have sent to me.Immediately remove this item from my credit report if no such documentation or verification exists.Correct any inaccurate reporting you have shared with credit bureaus, in compliance with the Fair Credit Reporting Act (FCRA).Failure to respond adequately to this complaint may result in further action, including filing formal disputes with the credit reporting agencies and lodging complaints with the ************************************ (****) and other relevant state regulatory authorities.Please consider this letter a formal dispute and request for investigation. I expect a response within 30 days of the date listed above.

  

  Business Response

  Date: 04/23/2025

  We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on April 23, 2025, by email.
  
  Sincerely, 
  
  The ******************** Team, Liberty Mutual Group

  Customer Answer

  Date: 04/29/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

• Initial Complaint

  Date:04/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 24, 2025 I purchased insurance through ******. I canceled it on March 29. They said I would receive my refund within 7 to 10 business days and I never got it. I called Monday and said it should be here Wednesday. I never got it. I called again and now theyre saying that theyre taking my $720 plus I owe them$220 because I canceled my policy less than a year, but they never said anything to me about having to pay them back and I just want my money back.

  

  Business Response

  Date: 04/23/2025

  We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on April 23, 2025, by email.
  Sincerely, 
  The ******************** Team, Liberty Mutual Group

• Initial Complaint

  Date:04/17/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had State Auto for my home owners insurance since 2020. I have hail damage that occurred during the last year. They are denying my claim. The roofing company I'm working with said they have had other insurance companies cover much more minor damage than I have. This is an issue where the insurance company just doesn't want to do the right thing.

  

  Business Response

  Date: 04/25/2025

  We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on April 25, 2025, by email.
  Sincerely,
  The ******************** Team, Liberty Mutual Group

  Customer Answer

  Date: 05/05/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:04/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid my insurance in full in December and no payment was *** until June 2025. For the last Eight years I have had no break insurance. On April 15th I received check in the mail for ****** stating it was a refund per my request for cancellation of insurance. I called ****** to state I did not request a cancellation of my insurance. They stated that I had a payment of *****. that I did not pay. I dispute that because I paid in full at the time of renewal. ****** offered to put a stop payment on the check and charge me an additional ****** dollars for reinstatement for $***** additional charge I knew nothing about. I paid in full when I purchased my insurance for six months. I feel scammed, not only that I have a lapse insurance on my record which is going to cause a hardship. I have not had a lapse insurance for eight years.

  

  Business Response

  Date: 04/18/2025

  We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on April 18, 2025, by email. 
  Sincerely,
  The ******************** Team
  Liberty Mutual Group