Complaints
This profile includes complaints for Liberty Mutual Group's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,583 total complaints in the last 3 years.
- 740 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/12/2022
Type: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.
Liberty Mutual filed a fraudulent insurance claim that was paid out on my vehicle for a customer claiming to be the owners when I am and have been the owner of the car. I was going to tell my car and noticed there was a random insurance claim paid out on it from 2020 stating that someone in the ******************* claimed the car had been stolen and Liberty proceeded to insure a vehicle file a claim and pay out on a. Claim for a car that did not belong to their insured. I am trying to get them to remove this derogatory ****** from my title as it is fraud and has caused my car to have no value when it should be worth over 20k.
Business Response
Date: 06/16/2022
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 will be communicated directly to the consumer by email or mail.Customer Answer
Date: 06/16/2022
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:06/11/2022
Type: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.
We had a loss in the family, my mother. My mother and I took out a homeowners policy prior to our seeking a new mortgage. The closing kept being postponed to an interfering sibling. So, this Liberty Mutual Policy had actually never gone into effect. Had there been a loss, it would've gone to the original policy. Had we closed, then of course the other would've been canceled.The policy was in autopayment until the death of my mother. Upon realizing this, I did change the credit card, however, Liberty Mutual kept charging the card that no, longer worked even after multiple calls that the card was in probate. I received another email, stating that the account would be canceled, had I not called in on a specific date. I did call, but it would not allow the payment to go through. In addition, I was also put into a new policy that was $100+ more expensive. It was also sent to me after discussing it with the Liberty Mutual rep. I also have copies. Not 1x but 3 different times, I was promised a call back to discuss the new policy. The call never came. It has since been 3weeks, so to now get a collection is nothing more than fraud and harassment.When I paid the balance owed. It was the balance owed. Had it included the $95, fine. I also paid a late fee which was not my fault at all.I have the 3 phone call recordings verifying all of this. It was actually fine until ******************* became involved.I have the new policy, the new charge, along with a new contract. A binding contract considering I took Contract Law at *******. Again, the card was in probate. It's in the file. called 3x.I don't care about $95. but it's the harassment and understandably why Liberty Mutual gets 1star.I'll donate $95. to a ****** nonprofit. I will not pay an extortion fee. Under ************* Law, extortion is a criminal offense punishable from a 2 1/2years in House of Correction or 15years State.Business Response
Date: 06/15/2022
We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry. Please know we are directly communicating with the customer as of June 15, 2022, by email to resolve their concerns directly.
Sincerely,
The ******************** Team
Liberty Mutual GroupInitial Complaint
Date:06/11/2022
Type: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.
Had an accident and brought the vehicle to the mechanics. Vehicle had been at the shop for 7 months (since October 28, 2021) and Liberty Mutual sent out one check to me then another check to the mechanic, however the amount of repair costs are vastly different from the checks that Liberty Mutual sent ( the amount is still much more than the tow checks combined as well as the deductible or $500). I have called and emailed Liberty multiple times and cannot get anywhere with getting my vehicle back or getting them to pay for the repairs. I have paid insurance on a vehicle I cannot drive and do not hav access as well as no response from Liberty Mutual including when asking for supervisor to reach back out to me. When some did reach out it was about a rental car and what was covered, not anything about getting my vehicle repaired or paid for.. Liberty Mutual needs to contact me (preferably a supervisor) and address my issues, not ignore and defer the issues.Business Response
Date: 06/16/2022
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 June 16, 2022, by email.
Sincerely,
The ******************** Team, Liberty Mutual GroupInitial Complaint
Date:06/11/2022
Type: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.
On 5-4-2022 a truck driven by ******* CABLE SPLICING COMPANY - trailer jacked knived in my lane totaling my car and almost killing me. Liberty mutual was their insurance company but they gave the claim to ********* ******* to handle They settled the property damage (car)Now *********************** that is handling the medical part of it is not returning my calls totally ignoring me. Very unprofessional I just want to settle things and make them go away. Which I will not go away Im just getting started. ****** of ********* Basset needs to step up and take care of this situation. Liberty mutual needs to take care of this problem they are the insurance company for this accidentBusiness Response
Date: 06/16/2022
We are in receipt of the complaint for the case referenced and welcome the opportunity to respond to the inquiry. A detailed response has been mailed directly to the complainant on June 16, 2022.
Sincerely,
Presidential Service TeamInitial Complaint
Date:06/10/2022
Type: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.
Payed **** in full before it became delinquent but still was sent to collections.Document supporting claim is being submitted for verification.Business Response
Date: 06/16/2022
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 June 16, 2022 by email.
Sincerely,
The Presidential Service Team
Liberty Mutual GroupCustomer Answer
Date: 06/16/2022
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,Ajanen
Initial Complaint
Date:06/10/2022
Type: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.
Liberty makes it virtually impossible to clear a insurers claim records when the insured withdraws a claim and doesnt demand or receive payment.This makes it very difficult to compare premiums from competing companies.Despite many attempts it has been impossible to get a real person to talk to at Liberty. You are forced into a endless circle and never able to address the problem.Business Response
Date: 06/16/2022
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 June 16, 2022, by email.
Sincerely,
The Presidential Service Team
Liberty Mutual GroupCustomer Answer
Date: 06/16/2022
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
"Miranda
I don't have any auto policies with Liberty. You have my homeowners policy. My complaint is the your system FORCES your insured to file a claim to see if you are covered for a particular loss. In my case I wasn't and the cost I bore to correct the problem was minimal or non-existent. In each case I asked the claims agents to withdraw the claims and was assured by them they would. Now I find they didn't and my record is damaged by Liberty reporting I've made 4 claims!
That is the issue. If you check your system a client can't simply call and say hey this happened am I covered? Nope...gotta file a clam to find out. (And the claim will be on your record forever).
That's my beef!
***************
***********************
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: 06/20/2022
We are in receipt of the additional rebuttal from the consumer referenced below. There is no new information presented for consideration and our prior response to the consumer represents our final position. Please close your file.
Sincerely,
The ******************** Team
Liberty Mutual GroupInitial Complaint
Date:06/10/2022
Type: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 a victim of identity- theft, I am writing to request that you block all accounts disputed as fraudulent on my credit reports with Transunion, Equifax, and Experian. This information does not relate to any transactions I have made. I did not give anyone authorization or consent to use my personal information. I hereby exercise my legal rights enacted by Congress and The ************************* which explicitly states when a victim of identity-theft dispute a fraudulent account on his/her credit report it shall be honored by all credit bureaus and all fraudulent information should be blocked within 4 days and proper notification shall be given to all data furnishers pursuant to section 605b of The Federal Fair Credit Reporting Act.1. LIBERTY MUTUAL IN ********* $304.00 Acct # ********Business Response
Date: 06/17/2022
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 June 17, 2022, by email/mail.
Sincerely,
The ******************** Team, Liberty Mutual Group
Initial Complaint
Date:06/10/2022
Type: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 was rear ended while sitting at a red light by want to liberty mutual customers, I had high performance brake system installed, brand new tires, brand new shift kit in my transmission so I could tall and heavy vehicle, plus mini mini performance parts Which would not be sitting maintenance Calling way over $2400, This company does not care in offered me $16?? Want to talk about the most unipathetic unprofessional greedy people in this world there you have it!! They had the intestinal fortitude to label all the high-performance parts is basic maintenance which is a crock of c*** these people should be treated in wicked until they are split second from death for not caring about a person like this to this day Im still peeing blood and this incident happened over 14 months agoBusiness Response
Date: 06/15/2022
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 June 15, 2022, by email.
Sincerely,
The ******************** Team, Liberty Mutual GroupCustomer Answer
Date: 06/15/2022
[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 DO NOT ACCEPT ANY WORD OF THRIR VULGAR,INCONSIDETATE ,MORALLY WRONG RESPONSE!
This should warrant AN ARTEST FOR THE ***** LACK OF EMPATHY OR ANY SORT OF ILL FEELING KNOWING **** WELL THEIR DRIVER WAS *****LY AT FAULT AND ALSO KNOWING All these extra parts were not basic maintenance which day labeled it they were upgrades and high-performance parts! And show over $2400 worth of parts theyre offering me $16 WHICH IS UNACCEPTABLE IN EVERY MANNER POSSIBLE
Regards, !!
*************************Initial Complaint
Date:06/10/2022
Type: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.
On April 11, 2022, my residence was in a tornado/hailstorm. Damage to my car and truck. Notified my local agent April 12, 2022. was notified 13 April 2022 of the two claim numbers (one for car, one for truck). Within 5 days I received a text from a Liberty Mutual adjuster to call her. I tried for 3 days at different times to call the phone number provided. Each time I got the message "the parties voice mail box has not been setup yet". Notified local agent of problem, Three days later a different adjustor contacted me via email. They advised a sub contractor will be calling me to set up a time to get an appraisal. Eight days later (with no notice) a rep from Nextera Solutions drove up my drive way at 4PM. They spent approximately 40 minutes taking pictures of the car and truck. They left stating they would send me an estimate. The estimate they provided via email showed an incorrect phone number for contact info.Where we are now is the adjustor for the truck totaled it, issues a check for reasonable value (after negation's). The car adjustor (*****************************) issues a voucher for dent repair. The car has been evaluated by dent doctors in ******, Ark. They said way too much damaged for them to repair, contact a body shop. After contacting three body shops One did an estimate of ****** dollars. The estimate from Nexterra Solutions did not list a broken windshield. It did list the broken side mirrows and a broken taillight. It's been almost two months with NOTHING done by Liberty Mutual. I've had to replace the wiper blades, Water getting inside the doors due to broken mirrows, there is mold growing in the trunk because the broken taillight lets water in. In an email 9 June, ***************************** said, "well it's drivable". Liberty Mutual has failed in it's fiduciary responsibility to provide reasonable service for a premium paid.Business Response
Date: 06/15/2022
Hello,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 December 30, 2021 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.
Customer Answer
Date: 06/17/2022
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,******
As stated in my complaint the damage to my car sustained during the tornado / hailstorm was 11 April 2022. As of the complaint filing on 10 June, nothing has been done to try to repair any of the damage to my car. My Liberty Mutual claim number is 049123729-001 issued 13 April 2022. I have no idea what they are talking about when they say an interim response was issued to the customer on 30 December 2021.
It appears they are as lost as ever and continue to delay any payout for the damages (THAT I PAY INSURANCE FOR)
Business Response
Date: 06/22/2022
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 June 22nd, 2022, by email.
Sincerely,
The ******************** Team, Liberty Mutual GroupCustomer Answer
Date: 06/24/2022
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:06/10/2022
Type: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.
There are two claims filed within Liberty mutual when I obtained auto coverage with them that lasted a little over 5 years. Originally, I obtain auto insurance with them in 2017 through my state government employer state of ******. During this time not a single lapse in the policy took place and my payments were never late. In February 2022 I cut ties with liberty mutual by cancelling my auto policy. Because of the two claims filed on my policy Liberty Mutual threatened to increase my rates from $275 to $700 because of the two claims. I had stated to customer service on different occasions how in the world would my rates spike that high. Both accidents were deemed not at fault and rear end accidents at that. Both drivers never received citation ever or had any violations. I was told I had to pay additional $800 for an explanation for the increase. This sounded like fraud and violation of an insurance company. **************** gave me a hard time to cancel and treated me unfairly. In conclusion I cancelled both my policies renters and auto insurance. Before the cancelling I obtained auto insurance with Geico because I didn't want to get in any trouble with my employer as well as the **** After I stated I would obtain an attorney for the illegal charges without explanation but asking me for extra money just to get clarification I was given the run around and Liberty Mutual refused to cancel my policy and continued to **** me racking up more charges. What would be a fair resolution that Liberty mutual call it even and remove my liability for the policy that was illegally increasing charges after I cancelled my policy.policy #AOS-268-455110-40 policy#H47-268-918531-40Business Response
Date: 06/16/2022
We are in receipt of the complaint for the case referenced below and welcome the opportunity to respond to the inquiry. A detailed response has been communicated directly to the complainant on June 16,2022 by email.
Sincerely,
Jazmin' **************************** Team
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.