ComplaintsforLiberty Mutual Group

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Initial Complaint
09/07/2021
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
December 2020, a client of Liberty/ Safeco Insurance crashed into my car at a parking lot in *************, *******.The elderly gentleman who crashed into my car had tremors and shared with me that he has *********** Disease. He requested I not file a police report due to that. I was happy to agree and focus on contacting his insurance company to get the car repaired.***************************** at Liberty / Safeco insurance spoke with me and sent an appraiser. I informed her that I would be having the car fixed and not scrapping it. she agreed to send a check to have the car fixed and not a check for a total loss. She requested I send 4 cars of the same make, model, and year along with their vin numbers that were currently being sold. This way she could compare prices for what the car costs and how much the mechanic quoted for the repair. I sent everything she requested and have not heard from her since. I tried to get a hold of her through phone and email for months.
Business response
09/10/2021
***** in receipt of the complaint for the customer referenced below and welcomethe opportunity to respond to our customer's inquiry. A detailed response hasbeen communicated directly to the
consumer on by email/mail.
Customer response
09/11/2021

Better Business Bureau:

The business reached out to me and resolved everything. Their 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
09/06/2021
Complaint Type:
Customer Service 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 boyfriends son was added to my car insurance policy without my adding him, without him being a licensed driver, and of zero family relation to me. After multiple calls this went unresolved and he was added anyway. This appears to be a violation of his personal and incorrect information. Not even his fathers insurance will let him be covered until he gets his official license.
Business response
09/13/2021
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 September 13, 2021, by email.

Sincerely,
The ******************** Team
Liberty Mutual Group"
Initial Complaint
09/06/2021
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 purchased Renters Insurance on line and paid $88 for a year. The company only sent me a policy number, but never created the policy. After spending over 2 hours on the phone and being abruptly transferred to 4 different agents, as they kept making excuses that there was a problem online and the info did not get through. At this point I told them I did not want to deal with them because of their horrible service, and then I was transferred again to a ************************************* (who was very rude), after putting me on hold again and asking for my full CC number, she told me that the $88 charge would be reversed to my CC in 2 days. I asked for a ref number and she wouldnt provide one. To date 9/6 I havent rcvd my money back. I want my refund for services not provided.
Business response
09/14/2021
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 September 14, 2021 by email.
***************************************** Team, Liberty Mutual Group

Customer response
09/14/2021
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.
I reject the response because Liberty Mutual has not responded to all my emails regarding my refund of $88 that they stole from me.

I sent them about 10 emails which have been totally ignored and to date I have not received my $88 refund for services not rendered.

Thank you

Business response
09/17/2021
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 September 17, 2021.
***************************************** Team, Liberty Mutual Group
Initial Complaint
09/05/2021
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 had been rear ended by another suv while waiting to make a left turn intersection. I had my whole family in the suv and my new born baby girl that I just was about to take home like two block away. Mom was the only one not wearing a seat belt. It took me a month to follow up on the report. New born and children at the age under four will do so to you. My suv dont drive the same many things like the breaks dont work as they did the bumper , lift gate and right rear light broken. Liberty Mutual sent me to a repair shop that only wants to but bandaids on my car paint and replace my light with fillers. Do you think I want that. Let me say the experience of Liberty Mutual is the worst when it comes to satisfaction. They put words in your mouth and dont have reductions . Hence my complaint. I told them I rater buy a new car due to the fact its my family life in this car and breaks is a issue my car was pushed on impact ! Why would I put my daily in danger !
Business response
09/13/2021
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 09/13/2021.

Sincerely,
The ******************** Team, Liberty Mutual Group
Initial Complaint
09/04/2021
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.
Our home was damaged by a tornado March 2021. My claim was assigned to ***************************. He has failed to returned my phone calls and emails. I have made multiple attempts to resolve my claim with over the past months. I have reached out to his supervisor *************************** when ******** was not responding, noone will return my phone calls. I did receive a call from ****** recently because ********** voicemail said that he would be out until August 31st. She was able to refer my claim to a Liberty Mutual vendor for service. All I've requested this entire time has been communication and follow-up. This is been completely unacceptable and very poor business. We've been with Liberty Mutual for several years and have NEVER been so dissatisfied with their service. I'm requesting that the work be completed on our home in a timely fashion. It's September and there has been no resolutions thus far. I have multiple emails to provide for documentation purposes. Claim number#*********-01
Business response
09/14/2021
We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. We are actively working directly with the consumer to resolve this.

Sincerely,
The ******************** Team, Liberty Mutual Group
Initial Complaint
09/03/2021
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.
Cancelled my auto policy with Liberty Mutual several months ago. I asked the agent to please check my balance at the time of cancellation and he did. Said I was overpaid and sent a refund to my bank account.A few weeks later Liberty Mutual billed me for $208 for the balance on my auto policy. After spending over an hour on hold I finally reached a rep and asked how I could have a balance when they just sent me a refund for an overpayment. He said the refund was a mistake. Understandably I had no confidence in the accuracy of their billing at this point and I asked for a statement showing what my charges were and what my payments were since the policy started a few months before. He assured me he would send me this. Instead I just received another invoice.Now they have turned over to collections.Tried calling today and was on hold over a half an hour again. Theres no way to reach Liberty Mutual on their website.
Business response
09/13/2021
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 September 13, 2021 by email.
Sincerely,
The ******************** Team, Liberty Mutual Group
Initial Complaint
09/03/2021
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Liberty Mutal is giving Trustage my policy information as well as address and email, so they can send me harrassing solicitations for products and services. Sine I first developed a business relationship with this company, I have asked to be opted out of all products and services. My account is setup for paperless billing and not paper billing as well as autopay. They is in the process of losing a customer do to providing ******************** my policy and email and address so they can bypass the do not mail, do not email list, and being opted out as well.
Business response
09/10/2021
"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 September 10, 2021, by phone.
Sincerely,

The ******************** Team, Liberty Mutual Group
Customer response
09/10/2021
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.
The person had contacted me, and I had explained to her several times that my issues did not start until they(Liberty Mutal) had gave Trustage my personal information. She made several attempts to assault my intelligence by knowing the difference between companies, Liberty Mutual and Trustage. She declined to cancel my policy and called it a auto policy and not seeing that it was a rental policy. So I had made a request to speak with a manager so I could better explain and get a better clarification. Rental policy is still in play. Stating until I finds me another Insurance company and then she would cancelled my policy. Mentioning where she banks and received her policy, in which is none of my business and had nothing at all to do with me. So please understand where I am coming from, and why I am rejecting, and is requesting another person. I can send prove of where she did not cancel my policy, as my request. My money and I can spend it the way that I chose to.
FAQ

Regards,
Zerick

Business response
09/14/2021
Dear ZerickRobinson,

This letter is written in response to the September4, 2021, correspondence received by our ******************** Team. Iappreciate the opportunity to address all your concerns in writing.

Based on your statement, you have concerns regarding the correspondence youreceived from Liberty Mutual and our Trustage partnership.

Please know that we take our responsibility to our customers very seriously,and part of that responsibility is looking into every piece of customerfeedback. We regret if the correspondence causes any inconvenience andfrustration.

I show that the renters policy was cancelled effective September 13, 2021, atyour request.

To confirm, I have submitted a request to remove your name from our mailinglists and confirmed that CUNA Mutual has removed your information from theTruStage Program.

As part of the processing of this request, it may take up to two months for youto stop receiving mail. In the unlikely event you receive future mailings afterthis timeframe, please contact us so we may further determine the source of themailings and ensure they are discontinued as promptly as possible.

The correspondence provided is a notification of benefits you may receive as anexisting policyholder and valued credit union member. The tenant policyincludes benefits as a valued member of Resource One Credit Union.

Your credit union is part of a larger group known as CUNA Mutual and theTruStage Auto and Home Insurance Program. We partner with credit unionsTruStage Program to provide insurance protection to those members.

In closing, we appreciate the time you allowed us to be your insuranceprovider, and hope this letter provides clarity to your concern. If you haveany additional questions, please do not hesitate to contact me directly. ****** that you keep us in mind in the future for any of your insurance needs.

Sincerely,

ElandaJohnson
she/her/hers
Customer Advocate II
******************** Team
Office: ************

Customer response
09/14/2021
[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
09/02/2021
Complaint Type:
Billing 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 with Safeco for a couple years. I have homeowners and auto with them. I was sold the policy under the impression that I could qualify for up to 10% off the premium coverage and it was adjustable and the difference would be applied to next year&#**;s policy. This was through DriveTrack program. I qualified for 7% and found this out a couple of weeks ago. The cost before the discount was $1548. I received a **** this week for the difference of 3%. They were supposed to supply it to next year&#**;s policy. They also are not applying the 7% to the whole policy. I contacted them about this and I have been given no answers. I asked them to pull up the phone recordings and listen to it. They will not do so. They won&#**;t give me a number they are applying the discount to. They stated they would send me a cross analysis of all the figures, but I never received it. policy #X6179135
Customer response
09/14/2021
I have not heard from the business in response to my complaint.
Business response
09/16/2021
We are in receipt of the complaint from the consumer referenced below. A detailed response has been communicated directly to the consumer on September 16, 2021, by email

Sincerely,

The ******************** Team, Liberty Mutual Group"
Initial Complaint
09/02/2021
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 filed and insurance claim on 7/22. Ive paid my deductible and have received part of the money to get my car fixed. Since then I have done exactly everything that has been asked of me and everything still is not done. They switched claim representatives on me 3 times and it takes a week for any of the representatives to respond to emails and calls. I just want my car fixed
Business response
09/10/2021
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 09-10-2021.

Sincerely,
The ******************** Team, Liberty Mutual Group
Initial Complaint
09/01/2021
Complaint Type:
Billing 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 was charged a double payment in error and the company is REFUSING to refund one of the payments and even suggested that I pay my bank a fee to stop the payment to at least get some of it back Policy number: H3D-T91-393756-70 08/31/2021LIBERTY MUTUAL/PAYMENT -$213.08 08/30/2021LIBERTY MUTUAL/INSRNC PMT -$211.07
Business response
09/07/2021
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 September 7, 2021, by email.
Sincerely,
The ******************** Team, Liberty Mutual Group

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