ComplaintsforLiberty Mutual Group

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a claim for my roof on March and they sent me a check which never came so the direct deposited the money to my account. I did an additional claim for my shutter, the mailed a check however, I have been to 4 different banks and they have all stated the same thing. They are not able to cash/deposit the check because it is not properly endorsed. The name on the check is State Auto, however the endorsement is Liberty Mutual. They are not able to call the number provided in the e-mail because is not on the actual check. They are experiencing a high amount of fraud and have changed their procedures.

  

  Business response

  04/17/2024

  Attached is our response regarding this matter. Thank you.  

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing a complaint with the BBB and the Indiana ************************* You charged those people outrageous payments, then when needed, won't pay, leaving me to *** them in small claims court along with your company. You're thieves, and our grandsons car was hit and he shouldn't have to have a damaged car because of your clients reckless driving. You had his text admitting I'm sorry, I have insurance coverage, and others there saying ****** should pay for your car. Your client asking us to go to their body shop person to see if it would be affordable for them to pay us cash, which they could not, again, if you aren't guilty, why send us to do that? We will be seeing you and your clients soon. Thank you.

  

  Business response

  04/15/2024

  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 15, 2024, by email. 
  Sincerely,
  The ******************** Team, Liberty Mutual Group

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm not liable for the debt with liberty mutual. I do not have a contract with this company. I was not provided any documentation as requested.

  

  Business response

  04/16/2024

  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 16, 2024, by email.

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

• Initial Complaint

  04/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I changed auto insurance companies because of a better rate and received a collection bill from a collection agency....The papers I have here say as of March 13 2024until now and it's April 9th 2024

  

  Business response

  04/16/2024

  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 16, 2024, by email.

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

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was on Workmans Comp through my employer *** Im no longer receiving Workmans Comp due to a injury of my own not job l need verification from Liberty Mutual in writing stating Im no longer receiving Workers Compensation so I can get my Temporary Disability Claim reconsidered I have a attorney so I cant speak to the claims examiner Mr ********************* who is not cooperating with ********************* my attorney but saying I can go on the Liberty Mutual website portal and retrieve it which is not true my password has been reset 2xs and now Im blocked out of trying to go on for too many attempts Im typing the correct temp password provided the this letter is very important for me I have no income because its stopping everything as far as providing proof for me to show the Hartford which is *** own temp disability Im unable to show anything as far as income now because I dont have any and cant get this claim with the Hartford processed this has been ongoing for 2 weeks now and its just a matter as a letter thats stated Im Not on Workmens Comp with liberty Mutual why are they making this so hard this is ridiculous and something needs to be done about this its ridiculous at this point the Hartford is denying my claim and Im doing all I can to get this letter and Liberty Mutual is not communicating

  

  Business response

  04/16/2024

  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's attorney on 04/15/2024.
  
  Sincerely, 
  
  The ******************** Team, Liberty Mutual Group

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Liberty Mutual withdrew monies from my personal account on March 14, 2024 without authorization and then applied the payment I made from another account to the back end of the balance. My bank took the first payment back because it was not authorized by me. At this point, since they had applied the money to the back end of the billing, they stated we were at risk of cancellation. We called multiple times trying to resolve the issue and get proof of this alleged initial payment authorization and they keep sending us to different people, claiming they have called us back with no calls on our end to either myself or my husband. If this initial payment was authorized, why wont they send us proof. They stated they could see what number it came from bug wont tell us what it is. They stated we made this payment at 10:30 at night and from an account I dont pay house bills from. How is this legal that they can take a payment without authorization and then threaten to cancel our policy? And then they have no responsibility to show us proof that we made this payment. This has happened once before for a $16 payment and they again did not have any suitable response, but we let it go as it was only $16. This is unacceptable and I would say illegal.

  

  Business response

  04/16/2024

  We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. An interim response has been communicated directly to the consumer on April 16, 2024, by email. We are partnering with the consumer to provide a final resolution no later than April 19, 2024.

  Sincerely,

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

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was charged ****** that I did not authorize Liberty Mutual to deduct. I tried to remove my information from their website however the company held my information hostage and would not allow me.to remove. Now I have to battle this with my bank which will take days. This is very frustrating because again I did not give them permission to deduct anything from my account and I asked them to remove my account information and it was never removed. This is very bad business practices and I would like my money refunded back immediately.

  

  Business response

  04/15/2024

  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 15, 2024, by phone and email.
  

  Sincerely,

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

• Initial Complaint

  04/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I filed a claim for ceiling damage on or before January 20, 2024. A water restoration company was sent to my home and determined that the damage was the result of ice dams that had formed in the attic. The recommendation was to have additional turbines placed on the roof and to of course have the ceiling drywall replaced. A local adjuster from Safeco came out the end of January to assess the damage. I was given a partial payment of $694.13 on February 2, 2024. The total claim was for $3,555.37 less my $1,500 deductible. I was advised by ***************************, adjuster, that money was being withheld due to a burst pipe. Since the damage was totally contained in the attic, I challenged this statement since there are no pipes in the attic. I filed a claim with the ******** Department of Insurance, and after their review, I was denied assistance. I again spoke with ****************, and she informed me that once the work was completed, additional monies would be released. I had the work completed on March 9, 2024 and sent her an invoice. I waited for 2 weeks and then called ****************. She stated she never received an email from me. Her Supervisor, *************************, responded to the email I sent her after I contacted Corporate. I made several attempts to send the email to **************** and waited for a response. When I didnt get a response, I contacted her Supervisor again but have yet to hear back from her. I then was given a different email by ****************, and sent the email to that address as well. I have yet to receive a response from either party. I cant reach the Supervisor by phone because every time I try to call, it rings once and then Im disconnected. I have never been treated so unfairly and ignored by an insurance company in my life! I feel like Im being punished for contacting Corporate. I am just trying to get reimbursed for money I spent for repairs that were not caused by any fault of mine.

  

  Business response

  04/12/2024

  We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry.  We have provided an interim response to the customer on April 12, 2024, via email.  We are still investigating the concerns and require additional time to address the concerns fully.  We will provide a fully detailed response upon completing the investigation. 
  
  Sincerely, 
  The ******************** Team, Liberty Mutual Group

• Initial Complaint

  04/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I filed an insurance claim with Liberty Mutual in February of 2024 for water damage to my property due to a burst pipe. I had an agent *******************, who I started working with, but then was told that they had to pass the claim on to agent *************************. I haven't had any luck getting a response since my claim was transferred. Because of this, I began calling Libery Mutuals claims **** and was told that I would get a call from ******. That never happened. After several failed attempts by myself and the owner of ********************** a certified water mitigation company that is part of the Liberty Mutual recommended work system that was also recommended by my lawyer, I called to speak to ******'s supervisor, ***************************. After speaking to various phone agents, when no phone call or email was returned by anyone at Liberty Mutual, I was told to seek advice from a Private Agent, who then informed me that I should file a complaint with the BBB and the PA **** of Insurance. This house is being prepared for sale and now things are stalled because of this damage and the lack of communication from Liberty Mutual to handle it in a timely manner.

  

  Business response

  04/09/2024

  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 9, 2024, by email. 
  Sincerely,
  The ******************** Team, Liberty Mutual Group

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am trying to finish up a claim that I have with liberty mutual. Throughout the entire process, the adjuster has been very tough to get in touch with, and I have gone long periods of time without responses to correspondence. We are in the final stages of this claim, and I simply need sign off from liberty mutual that my claim is closed and that all of the completed work is signed off on. I do not feel comfortable paying the company that completed the work until I have official sign off. I have sent four emails to my adjuster, ********************* and my claim file without responses beginning on March 13, 2024. My claim number is **********. Any assistance in having someone reach out to me to let me know if this claim is closed or if there is something else to be done would be appreciated.

  

  Business response

  04/12/2024

  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 12, 2024, by email.
  Sincerely,
  The ******************** Team, Liberty Mutual Group

*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. ↩