ComplaintsforLiberty Mutual Group

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Initial Complaint
04/04/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hello, I am getting a bill from Liberty Mutual on Policy #BKS65621219 and Account number *********. The agent handling this account is not responding. The policy should have canceled on 12/27/23 when the asset was sold, which means the policy was active for exactly 1 year. There should be no additional amount due. I am getting a bill for $737.00. For *********************** LLC and *********************** 360 LLC. I am requesting a refund to this account.
Customer response
04/15/2024
I have not heard from the business in response to my complaint.
Business response
04/16/2024
Liberty Mutual Insurance
US Retail Markets
Product **************************************** Team
********************************************************************************
Phone: **************
Fax: **************

April 16, 2024
BBB of **********, ME, RI & VT
5 Mt. **********************
*************** 01752-1927

Re:     Insured:   ************************* DBA United Storage 360, LLC
Policy Number:   BKS ********
Company, NAIC #: **** Security Insurance Company NAIC 0111-24082
BBB Complaint # ********

To:The Better Business Bureau

This letter is in response to the above complaint, # ********, submitted by **************************** on 4/4/24 regarding insurance policy # BKS ******** and his inquiry regarding the outstanding balance on his policy.

This policy was a new business policy that was in effect from 12/22/22 through 12/22/23, as **************** explained. Page 37, Section 5 (a) and (b) of the new business policy explains that the policy is auditable.

At the start of the policy period the premium charged prior to the audit is an estimate. The audit was conducted at the end of the policy period to true up the exposure the premium is based on. In this instance, it is based on Dollars of Gross Sales which was adjusted from $700,000 at policy inception to $875,000 at the end of the policy period. This resulted in an additional premium of $737.00 which remains due as of this writing.

A copy of the audited policy for the 2022 2023 policy period with the adjusted exposure illustrating the additional premium of $737.00 owed because of the audit is included for your review.

I hope that this explanation provides the details **************** requires to understand the reason for the additional premium that remains due on his account.

Sincerely,

***********************, AINS
Lead Compliance Analyst
Product Compliance and Quality
Liberty Mutual Insurance
*************************************
Customer response
04/16/2024
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 am confused as to why the gross sales charge was implemented? The asset was losing money until its sale.. We greatly improved the asset during construction with new fire safety other equipment which should have reduced the policy. It might be better if you can call me so I can further understand this charge. We sold the asset at a significant loss and I need to speak intelligently on additional expenses that are due. My cell is ************

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
04/23/2024
Liberty Mutual Insurance
US Retail Markets
Product **************************************** Team
********************************************************************************
Phone: **************
Fax: **************

April 23, 2024
BBB of **********, ME, RI & VT
5 Mt. ***********************
*************** 01752-1927

Re:    Insured:   ************************* DBA United Storage 360, LLC
Policy Number:   BKS 65621219
Company, NAIC #: **** Security Insurance Company NAIC 0111-24082
BBB Complaint # ********

To: The Better Business Bureau

This is in response to the follow up inquiry from **************** regarding the additional outstanding premium related to a premium audit on his policy. I sent an inquiry to Premium Audit Services, and they advised that they would e-mail blank audit forms to **************** at Liberty Mutual Insurance
US Retail Markets
Product **************************************** Team
********************************************************************************
Phone: **************
Fax: **************
April 23, 2024
BBB of **********, ME, ** & VT
5 Mt. ***********************
*************** 01752-1927

Re:    Insured:   ************************* DBA United Storage 360, LLC
Policy Number:   BKS 65621219
Company, NAIC #: **** Security Insurance Company NAIC 0111-24082
BBB Complaint # ********

To: The Better Business Bureau

This is in response to the follow up inquiry from **************** regarding the additional outstanding premium related to a premium audit on his policy. I sent an inquiry to Premium Audit Services, and they advised that they would e-mail blank audit forms to **************** at ************************** on 4/19/24. The Premium Audit contact information is here:
***************************
Customer Service Representative
Premium Audit Services
Liberty Mutual Insurance
Office: ************
Fax: ************
**************** must complete and submit the form back to the *************************** to make any necessary adjustments to the audited premium.
I hope that this explanation provides the details **************** requires to understand the reason for the additional premium that remains due on his account.

Sincerely,

***********************, AINS
Lead Compliance Analyst
Product Compliance and Quality
Liberty Mutual Insurance
******************************************;on 4/19/24. The Premium Audit contact information is here:

***************************
Customer Service Representative
Premium Audit Services
Liberty Mutual Insurance
Office: ************
Fax: ************

**************** must complete and submit the form back to the *************************** to make any necessary adjustments to the audited premium.

I hope that this explanation provides the details **************** requires to understand the reason for the additional premium that remains due on his account.

Sincerely,

***********************, AINS
Lead Compliance Analyst
Product Compliance and Quality
Liberty Mutual Insurance
*************************************
Customer response
04/24/2024
I have just submitted the audit form electronically.

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
04/04/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have only ever had Liberty Mutual auto insurance my whole life, which means I've been a customer for over 20 years. This last time for my new policy, the charge went up considerably. I called to try to lower and they did but it wasn't much. So to my family having to move and.my rent almost doubling, I needed to cut back where I could. I sera hed around for rates.and found a lower policy. I contacted Liberty Mutual agent went through cancellation with me and I said I wanted auto payments to stop and.I had just paid for that month. Thought everything was fine till my account was charged later in the month, and I found out they charged me for a short charge ( which I had never heard of and the agent never informed me.of). Of I was trying to save money and you were to tell me dropping the policy would cost me 3 times.as much I wouldn't have dropped. Now I was told multiple times that it was a Liberty Mutual charge it was my state charge. I called the Department of Insurance who informed me that isn't entirely true. That the insurance company can file papers to not do that charge. They informed me that while this signed very unethical it wasn't illegal because they have you sign a 40 page contact that no one ever reads completely, so they can say you knew about it. I got through to the resolution center that told me the catered yos non refundable even if I stay with them. Liberty Mutual I've been a great customer through all these years, cut me a break. $238 dollars is nothing to you, but it's allot to my family. Especially when they keep sending the charge to my bank where there isn't the money and I keep being charged NSF fee, even when billing told me yesterday after the first time that they wouldn't send it through again they would invoice. I already cancelled automatic deductions why are you debiting my account? Please make this right.
Customer response
04/15/2024
Someone named *****, sent a general message saying they are from the Presidential team and that they are looking into it. But said *** had questions to reach out. The email was from last week. I responded because I was told by their customer service if I didn't pay the total by 4/20/24 that I will be sent to collections and that the state will issue something saying I didn't have coverage for the month. When I emailed her I got an automatic response saying she will not return until 4/16/24. They have an email to another person I could reach out to in the mean time. I emailed them and haven't heard anything back. Hopefully I will hear something tomorrow. But really feel that the email was a brush of, just so I could answer this that I had heard from them.
Business response
04/16/2024
We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. We are currently in the process of working with the customer to resolve their concern directly.
Sincerely,
The ******************** Team, Liberty Mutual Group
Customer response
04/17/2024
[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
04/03/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Liberty mutual wrote us a flood policy that doesnt allow us to cancel it unless we sell our house. If we want to stay in our home, that means they have the ability to continue to raise their rates with abandon and we cant do anything about it. They will not let me cancel for a competitor. They will not provide a refund. I am basically a prisoner to their right hikes and I cant do anything about it. They raised my rates almost $100 year over year and I cant cancel or change that . I dont know how this is legal, but I want to cancel my policy with them as soon as possible or at minimum get a refund. They are charging me more than $300 over what I can get from a competitor for the same coverage. This is Highway robbery.
Business response
04/08/2024
We are in receipt of the complaint from the consumer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on April 8, 2024, by email.

Sincerely,

The ******************** Team, Liberty Mutual Group
Customer response
04/17/2024
[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
04/02/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have been a car insurance customer for several years and paid $70.00 per month for my auto insurance policy. A year ago I changed my address from ************, ** to Queens, ** and my premium was increased to $128 and then $400.00 per month. I am 57 years old, have no accidents, claims, tickets, or points on my license; not even one late payment and I always pay through direct withdrawal. I know of not one single person where I live that pays this much for basic liability insurance or even for full coverage for that matter. I even reduced my coverage to the absolute bare minimum, took a driving safety course, and allowed them to monitor my driving with an electronic device and still I went from $70.00 to $400.00, and now $480/month, more than $4800 per year from $840 and all I did was change my address. In addition, I owned a car that was taken by the city and sold to pay parking tickets and Liberty refuses to remove the vehicle from my policy no matter what I do. This has destroyed my entire quality of life. I can't afford things like clothing and food and still pay rent and utilities. I haven't done a single thing wrong to deserve this horrible abuse of power. Just because they can legally get away with this? Is there no law that protects people from this destroyer of people's lives? Please help.
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
04/02/2024
Complaint Type:
Order Issues
Status:
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.
I switched to Liberty Mutual over a year ago as they had a better price on better insurance than what I had. I had gone over a decade without a traffic violation or an accident, and I have an excellent credit score and never missed a payment.Last year in the month of October (2023) I was rear-ended by a guy with false insurance coverage, and then 2 weeks later I needed a tow when 2 tires were blown out by a large rock in the road. I paid for the new tires and no claim was made besides the tow ( which I pay for via an additional roadside assistance coverage ). Two weeks later my car was broken into and a window broken, but I paid the full amount for the window replacement myself ( no claim needed ).Today I get a letter than I am being dropped from Liberty Mutual due to the claim I made for the rear-ending and tow. The only TWO claims I submitted and I was dropped. I pay for full coverage insurance and I don't see why Liberty Mutual thinks its alright to drop someone for actually USING their insurance coverage.
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
04/02/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I asked Liberty Mutual for an insurance quote last week. Their rate was three times higher than any other quote, so I did not want to pursue buying a policy. Since then their agent, ************************* (Liberty Mutual Insurance; ****************************************************; Direct: ************), has been calling me and emailing me every day. I've asked her to stop. I've blocked her calls. I've tried to block her emails, but she just sends them from a different address. I've unsubscribed through the Liberty Mutual website. But, she just refuses to stop.I want the calls and emails to stop. I will never contact them again for a quote, or provide my contact information to their representative. I will never buy anything from this company because of their awful business practices.
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
Customer response
04/09/2024
[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
04/01/2024
Complaint Type:
Service or Repair Issues
Status:
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.
There was a leak in the pipe. Liberty mutual has taken care of the first part of mitigation for leak. Now they have referred the repair and construction phase to an adjuster, and for almost one month no action. I have contacted the agents, adjuster and his manager, several times, no answering my call (I have left several messages for each of them), no reply to email (I have emailed all of them several times). For the time being for one month I have not been able to use my kitchen and also main bathroom in master suit.Somebody has to be responsible to answer me, not ignoring me.What can I do to make them respond and let me know what the next step is?
Business response
04/08/2024
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 8, 2024, by email.
Sincerely,
The ******************** Team, Liberty Mutual Group
Initial Complaint
04/01/2024
Complaint Type:
Service or Repair Issues
Status:
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.
To whom this my concern, I am contacting to report the treatment and scamming service I have received. I made an inquiry about my roof and there has been no due diligence. My claims agent has the worst attitude and refuse to help me in a Manner that liberty mutual offer. ******** has avoided me at all cost. I have talked to her explaining ways and means of communication. I explained that we are on a different time zone I asked before ahead of time. Was this going to be a problem and that commence the attitude therefore I had to report her and the situation after doing that I have not had any kind of help with my home roof. She had an adjuster come out, and the adjuster did not take pictures that were reported in the claim. The adjuster did not take pictures of all the rooms nor did he have any due diligence. When She asked if there was more we both realize that the guy did not take pictures of all the rooms so I had to go back and take pictures which the adjusters should have done. I had to go take pictures of all the rooms again, explaining all that. I also asked her to have an adjuster come back out, which made her have the ultimate attitude. I cant understand. Why would you have an attitude if you are a place of business for Liberty Mutual? I have had the most terrible experience and I cant get any help in the claims department because this is the person that signed to when I explained that I need someone thats in my time zone that has the time to do their job with due diligence. This is ongoing and its going on over a month now I will ask that a Regional manager or manager reach out to me and explain these ways and explain the process because no one did their job if you dont have all the information and did not take all the pictures so would you be able to Have an complete and fair estimate
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 09, 2024, by email.
Sincerely,
The ******************** Team, Liberty Mutual Group
Initial Complaint
04/01/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My renewal last year for home insurance was $4,300.00 they raised my premium to $6,370.00 this year. They did not have to wait for payment. But I had a water damage issue on October 4th 2023. I have not been back to my house since it's inhabitable. They sent me money which I cannot get because of how low the payout was compared to my actual damage. They stated I had vinyl flooring - no we have engineered wood. They sent out ALL third party inspectors and everyone is nice but they will not pay. We pay or bill but we cannot get our claim paid. No nothing! Past our ***** 60 days and not a peep. We even have ALE (Alternative Living Expenses) approved - not a *****. This is my first dive into the insurance world and let me tell you - YOU will not win. They are setup for the customer to give up and walk away. I am NOT walking away - you gave us a product and we paid for it and now we need what was offered. I know I will not hear anything but a generic response but I am REAL and will let as many know what to expect from this experience.
Business response
04/08/2024
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 8, 2024, by email.
Sincerely,
The ******************** Team, Liberty Mutual Group
Initial Complaint
04/01/2024
Complaint Type:
Product Issues
Status:
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.
A claim was filed for damages to my grandmothers home & the claims adjuster wont return phone calls or emails, weve only spoken with her once where we received an incredibly low ball offer & she mailed a check to my elderly grandmother after this was refused. The claim is incomplete & the damage is great because the claims process is incredibly difficult. This claim took an extended period of time to even file because of the impossible initial claim process. We need HELP!
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 09, 2024, by email.
Sincerely,
The ******************** Team, Liberty Mutual Group

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