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Complaint Details
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Initial Complaint
05/11/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
during the pandemic everything was locked down i was not able to make a payment with liberty mutual on my car insurance because i was very sick with this deadly virus they kept harassing me for payment breaking the rules and charging me every month though everything was shutdown i couldn't get no needed money i ask them for payment plans which they wouldn't work with me to make it right they knew what was going off the way the economy was shutdown the rules was during a pandemic is give people breaks which this company never gave me no breaks i was fighting for my life they cancel my insurance on both truck and van threatening to put this on my credit as a collections what happen was not my fault i try my best but this company does not appreciate your business the way they treat people i am here for answers if they don't wanna answer fine i take this to the highest courtInitial Complaint
05/11/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I switched over to liberty mutual January of 2021 because they promised lower rates. I have a special circumstance where I need to carry proof of financial responsibility insurance or SR-22 with the state of Illinois so that I am able to drive. Without this my license is not valid. I talked to six or seven different agents over 3 months waiting for the SR-22 to be filed with the state as they are a mail in company and needed to send the proof of insurance so that I could drive. Each agent I spoke to told me a different story and kept telling me to wait. Because this SR-22 was never sent to the state because of Liberty's mulitple screw ups, My license was suspended during this time because it looked like my coverage had lapsed. I lost wages, and my car sat Idle for 3 months because I had to ask for rides or take public transport to avoid being pulled over and arrested on a suspension. I called in to ask for a refund for the policy I paid for 3 months. They are only refunding $34
Business response
05/19/2021
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 May 19, 2021, by email.Sincerely,The Presidential Service Team, Liberty Mutual GroupCustomer response
05/19/2021
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
05/10/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
They claim to let you manage your account online yet after initial set up it tells you that you've reached your limit for making changes to the account even though nothing has been changed but only set up. And after calling to make the change I was told that if I turned off automatic payments that my premium would increase way higher than quoted at the time of purchase.Business response
05/24/2021
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 May 24, 2021 by email.Sincerely,The Presidential Service Team, Liberty Mutual Group"Customer response
05/27/2021
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
05/08/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
****** Insurance issued me two payments in October 2019 as overpayment for my home and auto insurance. Last week they contacted me and demanded that I repay these payments that they issued immediately, as they made an error in their accounting and no payments should have been made to me. My contention is that this is an undo burden on me through no fault of my own (to find this money now out of thin air) and that they have exceeded the amount of time (365 days) in which they are legally entitled to reconcile their accounting records and request the return of overpayment of funds. Thank you so much for your time and attention.Business response
05/18/2021
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 May 18, 2021, by email.Sincerely,The Presidential Service Team, Liberty Mutual Group"Customer response
05/20/2021
[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
05/07/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I called them for a quote as part of my credit union offer on 03/14/21 & my quote was $1827 for the year on auto insurance. I called on 03/30/21 to activate the policy. A different agent answered and gave me a price of $1495 for the year. I asked if he changed anything on the policy. He said "no just got you a better price". I accepted the policy. I felt something was wrong and reached back out that late evening to go over it again but they closed at 10pm. I called on 04/01/21 and had a rep go over my policy only to find out he had removed my wife's coverage. My wife drove 2 days with no coverage but her name was on the policy. I have multiple calls and have requested a call from a supervisor. Still have not heard back. They keep increasing the amount of money they want for the policy. From $1495 to $1847 to $2014 and just yesterday 05/06/21 to over $2700 and again I asked for a phone call today after 530 pm and still nothing. My rate with Progressive was $2424. Who ops to pay more.Initial Complaint
05/07/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Liberty Mutual has a practice of characterizing an insured’s “inquiry” about insurance coverage as a “claim” (when no claim has been submitted) and reporting such purported “claim” to consumer reporting agencies (such as LexisNexis Consumer Reports) where such purported “claim” is made part of the insured’s record. If the insured seeks insurance coverage from a Liberty Mutual competitor, that record has the the effect of completely eliminating any alternative choices (because the competitors reject coverage due to the “claims”) and/or materially and substantially increasing the premiums charged by any competing insurance providers (due to the purported “claims”) having the net effect of eliminating or significantly reducing Liberty Mutual’s competitors. Liberty Mutual’s practice, in this regard, is done knowingly and purposefully (and I have sufficient evidence to support this position) which stifles competition and forces the insured to remain insured by Liberty Mutual unlawfully.Business response
05/17/2021
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 theconsumer on May 17, 2021, by email.Sincerely,The Presidential Service Team, Liberty Mutual GroupInitial Complaint
05/07/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On 05/06 I was called several times about a quote. I asked them to remove me from the list. On 05/07 they called me again and I asked to cease all communication. They called me a few hours later.Business response
05/12/2021
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 May 12, 2021 by email.
Sincerely, the Presidential Service Team, Liberty Mutual Group
"Initial Complaint
05/07/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Liberty Mutual continually calls my phone (live person), leaves robocall voice msgs & sends text messages about a supposed request for auto insurance I made. They ask for another person not me. Effective 05/07/2021 I started documenting these and at 1:21p I received a call from a # with a live person asking for someone else. I said no it wasnt the right number but the guy went on to explain he was calling to give an insurance quote I requested. I did not. When I asked about who the other person was they hung up. 1:23p I received a call from a different number I did not answer & a voice message was left via robocall about my auto ins estimate. This was immediately followed by a text message starting off by saying Hi (some other person than myself) giving the $ amount my insurance would be for...and stated my city. Approx 2:39p on 05/07/2021 I called Lib Mutual cust serv and requested to ***** that these calls stop immediately. Remove my number. Said he couldnt do it.Business response
05/21/2021
We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. We are currently working directly with the consumer to resolve their concerns. Sincerely,The Presidential Service Team, Liberty Mutual GroupCustomer response
05/23/2021
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. Concerning my complaint against Liberty Mutual, I have received communication from them saying they are investigating it.No resolution thus far.Business response
05/24/2021
We are in receipt of the rebuttal from the consumer referenced below. We have confirmed this matter was resolved on 05/21/2021Sincerely,The Presidential Service Team, Liberty Mutual GroupCustomer response
05/25/2021
[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
05/07/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This involves fraudulent sale of auto insurance. The agent advised was contracted with my ************* Ga's Own. Advised would and could safe money if I switched to Liberty Mutual. I paid the $477.00 by credit card, when documents received the only way to obtain discount promised is if I agree to allow Liberty Mutual to sell my personal info as they choose. When I contacted the company to dispute this crime.. They advised this is how they safe all customer's money. This was not agreed to on the sale of the initial policy. After much discussion they canceled the auto policy now I have to wait on a refund even though they got the initial payment immediately. I also have to purchase new auto insurance before my current insurance lapses. ********************* *********************Initial Complaint
05/07/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Last month around the 24th of April I contacted Liberty Mutual regarding a billing issue when I logged into my account online and I reached out to the company by phone where I spoke to a gentleman who informed me if I pay my regular payment that it will go back to the original amount. However when I decided to call back they said that I had to pay a higher amount than what was quoted to me.So now they are telling me that I have to pay a different amount than my original insurance payment.
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Customer Complaints Summary
2,652 total complaints in the last 3 years.
937 complaints closed in the last 12 months.