Liberty Mutual Reviews Click here to submit your review. Liberty Mutual Rating 0 Cost: 12345 Coverage: 12345 Service: 12345 Claims: 12345 Name: Review Title: Website: Customer Since: Location: Year/make/model: Year 2014 2013 2012 2011 2010 2009 2008 2007 2006 2005 2004 2003 2002 2001 2000 1999 1998 1997 1996 1995 1994 1993 1992 1991 1990 1989 1988 1987 1986 1985 1984 1983 1982 1981 1980 1979 1978 1977 1976 1975 1974 1973 1972 1971 1970 1969 1968 1967 1966 1965 1964 1963 1962 1961 1960 1959 1958 1957 1956 1955 1954 1953 1952 1951 1950 1949 1948 1947 1946 1945 1944 1943 1942 1941 1940 1939 1938 1937 1936 1935 1934 1933 1932 1931 1930 1929 1928 1927 1926 1925 1924 1923 1922 1921 1920 1919 1918 1917 1916 1915 1914 1913 1912 1911 1910 1909 1908 1907 1906 1905 1904 1903 1902 1901 1900 / Make / Model Review: cancel Liberty Mutual Ratings 2.1 coverage 2.1 cost 1.7 service 1.6 claims 1.9 overall rating Based on 130 reviews - 1 is lowest, 5 is highest All Reviews | Submit Review | InsuranceUSA Rating System 0.0 overall rating by Anonymous Very Bad Experience I recently had an auto claim with Liberty mutual. This is not my insurance - but the other party\'s. The accident happened day before Thanksgiving 2013. It is January 23rd - and I still do not have the claim settled. They are very unfriendly on the phone and never get back in a timely manner. You always reach their voicemail & as instructed if you press \'0\' it takes you back to the same voicemail. Extremely bad experience; never had such an experience with an auto claim. 0.0 overall rating by Alex Fernandez Home Insurance Robbery We insured our home in the middle of the housing market crash. We started in 2006 with a premium of $1,262. Then, when the home values continue going down, the premium started to go up! In 2007=$1,453....up again in 2008=$1975 (this year we filed a claim due to the big storm that destroyed the tree-house), then in 2009=$2,201....and in 2010=$3221!!After filing a complaint to the Insurance Bureau, we received around $1500 back. Please, don't use it! 0.0 overall rating by Anonymous Inefficient We have had this crap company for over a decade. They are so inefficient that they have taken MONTHS to settle. They call in adjusters from places so far away that they have not the slightest idea of building costs or needs in the north east. In our last claim, it took 8 months to settle and we had five adjusters! 1.8 overall rating by Maria Wrong Name, Wrong Address I insured two condos, two cars, and my house all with Liberty Mutual. I was in the process of deeding one of the condos when we had a water pipe break. My mailing address for all of the policies has always been in Oceanside, but somehow the agents got confused. They made out the checks to cover the damages to my son and mailed them to the wrong address. He did not realize what they were for and deposited them into his account. When I complained to Liberty Mutual about the mix up they were unwilling to do anything to rectify the situation since from their perspective they had fulfilled their obligations. 1.3 overall rating by Anonymous False Statements, Denial Of Claim I was rear-ended by one of their insured. The liability was 100% clear. They denied payment of my car claiming that their insured told them I may have had previous damage on my car. They never inspected my car, but had me submit pictures of my own car to them. They did inspect their insured\'s vehicle to make sure her damage matched the damage caused to my car. I submitted pictures of their insured\'s vehicle to them as well. The damage was very obvious. In their phone message to me when they denied the claim, they said their insured\'s vehicle did not have any damage in the front of her vehicle! In view of the pictures I have of both vehicles, clearly showing the damage to both cars, it flat-out is a lie that their insured had no damage or that I had previous damage to my car. Their conduct is unethical, outrageous and in bad faith. 1.8 overall rating by Jer Low Ball Total Loss I purchased a full coverage policy for my car. Not long after, the car caught fire on the highway. A firetruck came, put out the flames. The tow truck towed it to a nearby shop. The shop quoted the damages in excess of $7,000. Liberty Mutual sent out their first adjuster, and promptly called me back to tell me they would cover about $900. I had to call and email multiple times before anyone ever called me back. A supervisor finally did call me back and promised to have a second adjuster come out. After about 3 weeks, a second adjuster dropped by the shop, but all he said was that he had to get a specialist to look at it. They both argued with the techs at the auto shop about the cause of the fire and finally settled on a factory defect. Liberty Mutual said that the verbiage of the policy limited them to only fixing the damage from the fire, not the mechanical breakage. They paid out $2,800 and I promptly dropped them as my insurance. 2.0 overall rating by Frank Dropped Us Liberty Mutual just dropped us. we've been paying our premiums for 25+ years of paying premiums and we've had no claims. Last year, they also raised our auto insurance rate by 30%. 3.8 overall rating by Mike C. Unheard Of Service Recently my classic old Volvo was caught in a flood. Liberty Mutual was quick to provide a rental car and after a few days, had the Volvo appraised by an outside service. After my check arrived, I received a call asking if I had time to go over the settlement. A day later I was told I would be receiving an additional check for nearly $500. I could not believe an insurer would offer me more after I had accepted the first amount. What a wonderful surprise!! Thank you all for such wonderful service. You've just made a customer for life!! 1.5 overall rating by Edward Increasing Premiums In the 12+ years that I have been a Liberty Mutual customer, I have never been involved in an accident or received a ticket. Last year my premium went up by $500. This year it is over $700. I can't help but wonder if they are discriminating against me because of my age. 0.8 overall rating by Anonymous Dangerous Property Damage Not Covered I just don't know how long I have to wait to hear something with this dangerous situation I have existing on my property. No one seems to care at all and I had no part in this accident which occurred on my lawn by the client of Liberty Mutual Insurance Group. This winter might be my waterloo, and the tree might well come down in any storm with high winds or heavy rains (to say nothing of heavy snow). And it had the capability of going into the close street where there are many school buses and much regular traffic. I cannot see how any "responsible" insurance company or your office cannot be totally aware of this status, and how neither of you can see it is of the essence. But, obviously you both do, since this is over a year that I am fighting for my rights. Liberty Mutual's Claims Team Manager, has libeled me in her letter to me. She said I have committed insurance fraud by insinuating my "own insurance company has said that this tree is not damaged." I have never gone through my insurance company with this claim. Why would I? It was Liberty Mutual's driver who received a ticket (as told to me by police) for reckless driving for missing the curve in the road and driving into my property causing me much damage and trauma from that day forward. When is it right for anyone to say I have contacted my insurance company? And this is the second time I have been told this. Once, they came right out and said, "You also contacted your own insurance company, and that is considered fraud.' I agree, if I, in fact, did that. But, I most certainly did not. They claimed she said when interviewing her that she was not texting and didn't even have a cell phone. Well, we found her cell phone months later totally crushed among the trees. They also damaged around my electrical box. All of those trees had to come down also, but they took no responsibility for them at all, in fact, never addressing them. I have pictures to show. It is where the medical personnel brought all their equipment to save the driver, who they thought initially was deceased. However, she survived after being air-lifted to a hospital. The crew at Liberty Mutual said she did not impact my oak tree. She impacted both a maple and an oak, and I have the pictures here to prove it. The oak, in fact, was the tree they did all their work near. Her driver's door was wedged up against it, and they tried desperately to reach her through that door but couldn't, since she was so impacted against that oak. The front of one bumper in the front of her car hit the maple tree and that was treated with tree repair as soon as possible. They sent out the "expert" tree man who said the oak tree was not damaged at all and sent a picture of 'it" to prove his allegation. The only problem was he circled the maple tree and the oak tree. Right next to it was "totally dead." And this "expert" could not see this or the "tree for the forest"? 3.5 overall rating by Anonymous Fast My experience has been great, fast and knowledgeable reps who take care of their customers. Keep up the great work! 1.0 overall rating by Anonymous Rental Car Coverage I never get car rental insurance. Gonna have to rethink that decision. Not a good experience and will not pay for damages I did not cause. Liberty Mutual is going to be upping my costs too because of this rental car damange! 1.3 overall rating by Anonymous Slow and Disorganized on Auto Claims I made a claim during Hurricane Sandy for damage to my car. I was sent to a "Superior Service Center" (a local car dealer). Since I chose not to have my car repaired there, I had to wait another 10 days for an appraisal, which turned out to cover only half of the damage. Both I and the body shop (where the car has sat for nearly two weeks, since the appraisal) have wasted enormous time trying to get someone at Liberty to (i) own the problem and (ii) do something about it. We suffer long waits to talk to a living person and since it is never the same person twice, I've told my story over and over again. The kicker... while the supplement still isn't approved and my car remains hostage to Liberty Mutual, I received today A TRADE-IN ESTIMATE from its Superior Service Center, which is using the information it gathered on my vehicle through the claim process to drum up new car sales. 1.0 overall rating by Anonymous No Coverage These guys have a short term disability policy that is great, as long as you don't have claims. Once you try to claim, you end up running into red tape. 1.5 overall rating by Anonymous Bait And Switch This company markets to members of various alumni and professional organizations as offering lower rates due to your "preferred" status. We were taken in by this and the apparent policy savings. A year later the company raised its rates by 10% thus eliminating the apparent price advantage. 0.8 overall rating by Anonymous Doubled Rates After Claim Avoid Liberty Mutual unless you plan on never having a claim. After 8 years with them - both house and car - with no claims, we had a water main burst issue which cause around $2,000 of damage to our home. After we made the claim with them, they increased our rates by nearly 50% and said we were no longer a 'safe house'. My calls and letters got no response, so we dropped them and went with another company. What a horrible way to treat a customer of 8 years! 1.0 overall rating by Anonymous Want More Money Because Of Where We Live I have been covered with Liberty Mutual Insurance on my home for 18 years and have had no claims. Yesterday I received a informal letter telling me that they will not renew my policy because I'm in a fire area! No referrals were given. The only option we have is to increase our insurance cost. 0.8 overall rating by Kermit Car Rental Not Covered I was hit by a Liberty Mutual customer a couple of months ago and while they covered the cost of the repairs that were necessary, they wouldn't cover all the costs of having to rent a car. 1.0 overall rating by F. Watson No Money For Claim I never claimed anything on my policy except this year when there was a bad wind storm. This storm damaged my roof and the interior finishings were stained and damaged. The adjuster was clearly trying to have me not claim anything due to his feeling that it would only be a couple hundred dollars paid if I claimed anything. After a contractor estimate, it was clear it would be much more than a couple hundred dollars. I placed a claim in and received NO money for the damage. I took this insurance company to small claims court and was met with a lawyer and the adjuster. The intimidation was brutal and I was defeated in court. After court, this insurance company cancelled my policy!! It is clear that with many internet pages of complaint, this insurance company only takes money, they do not pay. I perform HUNDREDS of building inspections per year and this insurance company will be highlighted as "do not buy" to all of my clients. 1.3 overall rating by Anonymous Incompetent Fools I'm cancelling both my policies of auto and home as they cannot get one thing correct! All I've done is spend time on the phone with them to correct their mistakes, and can find NO ONE who will take responsibility. The last thing was when an insurance inspector showed up at my door (with no appointment made), pounded on my door (after walking around my house). He did not identify himself, nor the company for which he worked, but I did get out of him that he was working for LM and was here to take pics of my dogs and inspect my house. I sent him away as I ran down the street after my dog who had run out the front door while he was standing there waiting for me to answer. When I called LM to see who this rude man was, no one had a record of anyone being sent to my house. Of course, they can't keep my policy number straight nor the start dates for my auto or home policy, either. Incompetent fools! 0.8 overall rating by Anonymous Not Very Much Integrity We know many property owners who are being bullied by insurers like Liberty Mutual. Many elderly people live here in Florida and own property here. We find it unusual that they would be dictated to by insurers. Many property owners have been burned by these insurers when facing natural disasters. There is not much integrity left with insurers like them, particularly here in Florida. 1.5 overall rating by Anonymous You Get What You Pay For I got the least expensive coverage and was laughed at when I tried to make a claim. I was told that my little policy wasn't enough to garner any attention. 1.0 overall rating by Anonymous Very Disappointed I was hit by a driver who ran a red light. My car was eventually totaled by Liberty Mutual, although I was never told why. It took a long time to settle the claim. I even had to get my attorney involved just to communicate with them! We also never got to talk to the same person twice. Once the claim was finally settled and I still owed money on a car I couldn't drive, I decided to find another insurance carrier. When I called Liberty to cancel my policies (auto and home) I was told that I had an outstanding balance - they had set up my payments so I was paying a month behind instead of ahead. The total for both policies was a little over $100. I am single and could only afford to pay about $40/month on the arrearage, which I wrote them with the first payment that I sent as soon as I got the bill. Now I am receiving notices from a collection agency! I am quite disheartened with Liberty Mutual and will always discourage anyone from going with them if I have the chance. 0.8 overall rating by Anonymous Responsibility Is Not Their Policy Our vehicle was totaled by a person who has a Liberty Mutual policy. It was clear liability on their part as they made an illegal left hand turn. It took 6 weeks for Liberty Mutual to accept 100% liability. They tried to make it a partial liability case; an unfortunate attempt to save money for their company. Then they proceeded to violate WAC rules on valuing a vehicle. Offering $1,200 less than was eventually agreed to. In addition, they will tell you they have to their supervisor and that is all they can do. When you call them out, they will back track to cover themselves. It is apparent that they hope they are speaking with someone who does not know or understand insurance or state rules and regulations - they will try to take advantage of that. My advice to anyone dealing with Liberty Mutual in a claims situation: 1. Identify your state's driving laws that their insured violated. 2. If a total loss, visit your state's Office of Insurance website to know your rights on how to determine a vehicle's value. 3. Do not be afraid to let them know you will go to the Office of Insurance if you feel they are acting in bad faith or lacking integrity in their negotiations. 4. If need be get legal advice or help. 5. Be prepared for it to take awhile. 1.3 overall rating by Mike No One Is There When You Need Them The worst has finally happened. We had a hail storm. The hail was the size of baseballs. It damaged two cars and our home - all insured with Liberty Mutual. We were faced with worthless claims people and no customer service when we tried to file a claim. we were given a different answer and excuse every time we had to call them. 0.8 overall rating by Anonymous Terrible Claims Service After an accident with a customer insured by Liberty Mutual, the claims department took over a week to "determine liability" and authorize a rental car, even though the other driver admitted full fault and it was written as such in the police report. Up until they accepted liability, I would have to pay out of pocket. They originally told me an adjuster would come to my house and do an estimate/evaluation since I did not feel comfortable driving the car, but after waiting several days and calling, I was told I had to bring it in to get an estimate. I was required to take the vehicle to their preferred shop, which is over 20 minutes away, when I have several body shops located in my home town. The shop found some damage to the steering system and said it is "un-driveable." Without the liability approval, I was stuck at the shop without the ability to get a rental covered and told that if I drive the car, they would not be responsible for any further damage. Since they required me to bring it in and would not cover the rental car, I find this totally unacceptable. I would never use Liberty Mutual and would not recommend it to anyone! It's just too much hassle if you have a claim. 0.8 overall rating by Anonymous False Hope! I was hit by a Liberty Mutual driver three weeks ago. They are giving me the run around. I initially received a call two days after the accident asking how I was doing. The adjuster gathered all of my information. She told me an appraiser would be out within the week to look at my vehicle. I was initially impressed. Now, three weeks later, my car is a total loss, I'm still without a rental, and they refuse to answer any phone calls. When I call, they play the game of switching adjusters and then when I try to contact the new adjuster she's out of the office for two weeks. This is so frustrating. I didn't asked to be hit. I'm not out looking to get rich. I simply want a vehicle to get back and forth to work. I would never in a million years insure with Liberty Mutual nor would I recommend them anyone! What's hilarious is that after the accident I did research on this company and thought that many of these post were false because I hadn't experienced any bad treatment. Oh, how quickly I've come to see that every post on here is correct. 0.8 overall rating by Anonymous Safeco Managment Is Horrible It's not so much as the employees as it is the management. The employees are told how to settle a claim and if that means screwing someone... You are going to get screwed. Management watches every dime that is spent. If you are not happy with Safeco, file a complaint. 0.8 overall rating by Anonymous Employee POV I use to be a Liberty Mutual employee. Yes, they have been letting go of most of their older employees and I was one. I did get a nice severance package, but changed my insurance after I was let go. I found a much better rate with another company. I checked the reviews for my present insurance company and saw lots of complaints. It's true, insurance companies do not want to pay claims. If you have an accident, call the claims department and then your attorney. When buying home insurance go to an agent, don't buy from the 800 line. Sit down with the agent and have them explain the insurance coverage to you. I noticed many people are having problems getting their roof damage covered. In many states LM only offer ACV for roof coverage. Check your policy. If the roof is covered as ACV (actual cash value), find a company that will cover replacement value for your roof, even if you have to pay more for the insurance. 1.0 overall rating by Angelo Inaction and Lack Of Communication I am condo unit owner with a chimney leak. The condo association president and Liberty Mutual have not taken any action. No claims adjuster has been sent and no repairs have been made. I attempted to expedite the process, but was e-mailed by insurance company that no further contact is to be made by claims adjuster to me. 0.8 overall rating by D. Woo won't Be Held Accountable This is the worst insurance that I've ever had for both for medical and auto. Their customer was at fault in a recent car accident. They are stating that the their client was not at fault because she stated she was heading west on McCoy Ave. We were facing east on that street. She hit a school bus heading South which then rammed into the vehicle next to us that rammed into our car. Both the car next to me and I were at a stop waiting for the green light and ended up getting struck by the bus when the car hit the bus. That car did not have a green light because it was red still. This company has been tip toeing around this whole case and stating that it might take up to 60 days before they have their results. In the meantime, my livelihood is affected since my car that is pretty much totaled. That is Liberty Mutual for you. I recommend to everyone to find a different insurance company. It's the same with medical. They cover nothing. My wife had to deal with Liberty Mutual stating that certain things were not covered. It took a few scans and doctors to constantly contact them to get it resolved... all the while she was in pain. They are the reason why so many people hate insurance. They are happy to take your money, but not happy to assist when you are in need. 0.8 overall rating by Anonymous Insurance Consultant Opinion Liberty Mutual is currently providing some of the most incompetent, careless, and lack of good faith claims adjustment I have seen in 25 years. 0.8 overall rating by Anonymous Drafted My Account Without My Permission This was the worst experience ever. I contacted a salesman that gave me a great rate on homeowners as well a auto. I went ahead and had him to write the policy. My policies were due to cancel with SF and start with LM on the end of the month. LM drafted my bank account without my approval 9 days prior to my policy going into effect. I contacted them.... and that's where it all went down hill from there. I didn't care who needed to be blamed, I just wanted the money placed back into my account. So began my game of cat and mouse with them. After burning approximately $20 of gas going to my bank to provide proof to them. I was told it would take 3-5 business days to have the funds placed back into my account. I contacted them today and was told a check would be sent out today. I am beyond upset at this time and have no idea what to do next. I guess I'll call tomorrow to see what they'll say tomorrow... 3.0 overall rating by S. Rawlings Extremely Happy Customer Liberty Mutual certainly took care of us when one of our cars was totaled in an accident. I had just put a new engine in the vehicle and new tires all the way around. They told me to submit my receipts for the work done to them and refunded those costs as well as giving me a very fair settlement for the replacement cost of the vehicle. They were on top of my claim, it didn't matter how many different people I spoke to over the course of several days, each one knew every aspect of what had taken place and what needed to be done. I didn't have to retell the story once. They got the replacement check mailed to me very promptly. It was the best service I have ever received from any insurance company I've been with. I'll never leave Liberty Mutual! I see a lot of negative reviews on this forum, but I cannot say one negative thing about my experience with Liberty Mutual. They are the best! 1.0 overall rating by Anonymous Found Same Coverage For 75% Less! We used to have Liberty Mutual for about 30 years. After refusing to pay for several claims we submitted, we shopped around and shockingly discovered we could get the same coverage for 75% less elsewhere. They should be investigated. 1.0 overall rating by Eileen Given No Chance To Make Repairs, Just Cancelled On I had Liberty Mutual for over 40 years. During that time I never entered a claim and never was late on a payment. One day I made some adjustments to my policy. They said that they had to come and check my home. The next week I received a letter canceling my policy. Why? For " MOLD ON THE ROOF ". I was given no chance to take care of the problem... Nothing. My policy was just canceled ! 1.0 overall rating by Anonymous Poor To Non-Extistent Customer Service I had multi-policy coverage (house, rental, and 2 cars) with Liberty Mutual. We had no claims, so one would think the company would want to retain my business. Within 1 year after my policies went into effect, my rates started to go up drastically. I couldn't even get a return call or explanation as to why this was occurring. Needless to say, I have cancelled my coverage with them. In my opinion, LM will give great rates and lots of deductions in the beginning and hope you don't notice the rapid and continuous increase in premiums! 1.3 overall rating by Anonymous Low-Ball Estimate Our home is condemned by the city due to snow load, a cover-able loss. Liberty Mutual's first offer was $20,000 for an $85,000 job. We have been out of our house for a year. They offer just got up to $74,000 after we filled a presidential complaint. They try to make that sound good, but they knew we would get that anyway. It's still not much of an offer... They refuse to extend our living expenses even though they swore they would. Their contractor knowing underbid by $20,000 and said we would have to pay the difference. 1.0 overall rating by Anonymous Sent To Collections For Not Renewing If you are considering Liberty Mutual for any type of insurance, don't! These idiots sent me to a robo-call collections agency because I did not renew. Bad business deserves no business. Stay away! 0.8 overall rating by Anonymous I didn't Ask For This Nightmare I was stopped at a red light when another driver insured by Liberty Mutual / Safeco hit the rear of my car. Now, it is months later and this mess is still not fixed. This is a simple claim. There were no injuries, just bent metal. This should have been finished up in a matter of days. Instead, they have fought and fought every bit of the way and we are still not over. I finally got escalated to their "Presidential Services Group," but they have also been unable to get this matter resolved for me. In fact, a man who works for that Presidential unit, who tells me that he reports directly to the company president, just told me that he would not help me and literally hung up on me. Obviously, this attitude runs all the way through the company from the ground-floor claims adjuster to the president himself. Remember, I did not ask for this. I was the injured party here. I was hit by their insured. 1.3 overall rating by Anonymous Peerless Insurance Low-Balled Us We recently filed a claim for commercial property damage related to the heavy snow load on a flat roof last winter. PEERLESS INSURANCE, a division of LIBERTY MUTUAL, only agreed to pay less than 25% of the total loss. They were slow to respond, used every "catch phrase in the book" to deny coverage, even though the contractor who did the repairs is a maser builder and was willing to sign an affidavit stating that all repairs were related to storm damage and not deterioration in the building. 1.3 overall rating by Anonymous Low Balled and Foot Dragged During Hurricane Irene, a tree fell on my house and ruined a section of my roof. It is now 5 months later, and I am still trying to get them to do the right thing. The high winds and rain also lifted and damaged the shingles on another larger section of the roof causing interior water damage in 2 rooms. First they would only pay for the roof area where the tree landed and for the removal of the tree. They were satisfied to give me a mismatching roof with old and new mismatching shingles in the front of the house. And I didn't know enough at that time to demand they deal with the interior water damage. A lawyer helped me see my rights there. I subsequently hired a Public Insurance Adjuster to re-submit my claim for 8 times the original settlement amount. Liberty Mutual required us to go through a parade of different adjuster - each one taking their good ole time to inspect the damage and return a response. Finally they came up short about $7,000. They did pay to re-shingle my whole roof and they granted money for interior work, but when it became clear that their settlement was still low-balled compared to what the repairs actually cost, my public adjuster put info a "supplemental". They appeared to agree to it, but they continued to drag their feet about paying it. Then they sent a check for about half of the supplemental amount. Here's the rub: They awarded me $9,400 to complete the roof. My lowest estimate was $9,800 plus the cost to remove and replace my solar panels for a total of $10,500. So I had to pay the difference out of pocket. They had withheld approximately $2,500 of the $9,400 in "recoverable" depreciation for the roofing job alone. Recoverable depreciation is supposed to be recoverable when you prove that the work was completed. Now they are claiming that they won't return any of the "recoverable depreciation" for the roof until I prove that I did absolutely every single other part of the settlement work and spent every cent of the reward. So my recoverable depreciation is being held hostage while I have had to extend money from my own shallow pockets to even get all this work done and will now be left holding the bag. This is unconscionable. 0.8 overall rating by Anonymous Employee POV I am a current LM employee. This company is a JOKE!!! They have some great people who work here that really care. Unfortunately if you do and speak up and do the "responsible" thing, you're fired. The management is a absolute joke. They are young and inexperienced. Liberty recently cleaned house of the experienced people or forced them to leave. This was a cost cutting measure aimed at increasing the work force, but decreasing the overall claim costs. The result is what the others say on this forum: false information and horrible customer service. Last year they made a whopping 153% of their financial goal. They are forcing good people to bad things. The office moral is horrible and people who have no other option than to stay are forced to do unfair claims practices to keep their jobs. This makes the office manager look good to home office. If you ever have a problem with Liberty Mutual, call the dept of insurance in your home state and file a complaint. Other than taking your cash and telling you to ****, its the only thing that gets their attention. 1.3 overall rating by Joel Snow Emergency I called to have my car towed for a snow emergency while I was out of town and first I got lip service on how I had to have keys to tow a car for "liability reasons." Then I called back and I was told towing companies would not tow to the designated parking areas because they were public schools. I told them I wanted to have my car towed to a technical high school and they told me they would call on Monday to confirm the work was being done on my car and then they would tow it. Basically, my car on the side of the street being towed by the city makes a much higher profit than me being proactive and trying to have it towed myself. 3.5 overall rating by Anonymous Happy Customer Liberty Mutual has been in the best insurance company that i have worked with. My homeowners claim went extremely smoothly. I enjoy having a personal agent to ask with questions and not calling a 1-800 #. 0.8 overall rating by Anonymous Dropped Me Because I Dropped Them I have been a loyal customer of Liberty Mutual for the past 17 years and have never filed a claim. Approximately 8 months ago, I decided to take my vehicle insurance, which was with Liberty mutual, to State Farm due to a better rate. Friends of mine who were also with Liberty Mutual warned me that they would now cancel my homeowners policy since I no longer had my vehicle with them. They were right, I just received a non-renewal letter stating that they would not be renewing my policy in an effort to protect themselves from future events. I called them to get a better explanation and they advised that I was randomly chosen. What a coincidence that everyone that has cancelled their auto insurance is also randomly chosen. This should be illegal that they can get away with practices like this. 1.0 overall rating by Anonymous Mistreats Customers We were insured by Liberty Mutual. My wife was rear-ended on the freeway and the car was totaled by the insurance company. Although the other driver had insurance coverage, about one week after the accident, Liberty Mutual gave us 3 days to accept their low-ball offer for the car or they would discontinue providing the rental vehicle. Rather than supporting their client, Liberty Mutual applied the screws. We finally settled with the other insurance company for more money. 1.0 overall rating by Anonymous No Hail Damage Coverage Liberty Mutual does not pay hail claims even when others around you are getting their roofs replaced for hail damage. They will use their attorneys against you to not pay the claim. They used to be a good company until they went on their buying spree buying several large insurers. They have the money for this, but not for legitimate claims. Do NOT insure with Liberty Mutual EVER! You will be sorry if you do and there is a claim. 0.8 overall rating by T. Cogar Cancelled But Still Paying Liberty Mutual is a crooked business that only sees $$$. I left them after they notified me they had found additional reasons to raise my rate. I found out these supposed additional reasons were already on my policy and they decided to count it again. I switched and cancelled my policy. I never received any new paperwork so I knew I had done so. I came to found out this December they tried to charged me again and it caused numerous overdraft and NSF charges. They told me they would cancel and hadn't any documentation of me notifying them I had cancelled with them and thus kept charging me. I was told they could refund me the charges within 7 to 10 business days, the standard and I told them they need to by pass this as it is unacceptable as they had left my account in a huge deficient and my next pay check would be eaten up by this. They also said they could not accept anything, but an official monthly statement to pay for NSF or overdrafts they caused which means I cannot provide the statement with the letterhead until a few days after December. A transaction statement, which is available at any time from my bank, is not acceptable and neither is even taking an exact screenshot of my online banking account! It's going to be a very Merry Christmas for me!! I have no money and my next direct deposit from work will just eat up the red they caused! Thanks Liberty Mutual your greed knows no bounds! 0.8 overall rating by Anonymous 2 Week Response Time I was hit by a Liberty Mutual customer. If you are expecting a quick response back to your phone call or emails, you will get excuses that they never got it - so dishonest! 0.8 overall rating by Libby Three Months and NO Returned Calls I filed a claim due to some damaged clothes and NO ONE will return my calls. It's been 3 months since the claim was originally filed. I've left multiple messages with my claim rep, her supervisor, etc.... and no one cares enough to call. Customer service is ATROCIOUS! I would NEVER pay for insurance from such a terrible company. 0.8 overall rating by Anonymous Slow Claim Processing They're insured pretty much ran over my car in a parking lot. The police were called and we had 2 witnesses who saw this guy hit us. It took me being on the phone EVERY DAY threatening to sue and being quite rude with these people to get anything done. After 4 weeks they gave us a rental car, but still no payment. 0.8 overall rating by Anonymous No Coverage I had a minor accident that involved scrapes, no real damage, and they wouldn't even fix my bumper. They said it was under my deductible to "I had to pay it". 1.0 overall rating by Anonymous 176% rate increase I recently received my renewal statement for my homeowners insurance. Although I have zero claims on any of the policies in 10 years, the homeowners rate was increased by 176% with no change to the coverage. 1.3 overall rating by Karen Increased Rates After Accident I was disabled due to having knee issues. My farm hand drove my truck and totaled it on an icy day, less than a 1/3 mile from my house. I just got my new packet. My rate last year was $1,300 and now its $2,300. I have the max plus points as a driver through DMV. No accidents or tickets. There was no surcharge, meaning that you all did not rack my rates up due to the accident because I wasn't charged for the accident, but you jacked my rates up as a driver. 1.0 overall rating by Anonymous Fine Unless You Have A Claim Liberty Mutual has been very difficult to deal with after a terrible hail storm. We have holes in our siding, a damaged roof, dented gutters, etc... We have major damage and even after 3 months of trying to get this claim worked out, we still have yet to begin the repairs we need. We researched and received 3 different estimates for the repairs, provided licenses, photographs, etc. and still Liberty Mutual will not pay for the full repair of our home. It is shameful how we have been treated. One claim representative was so rude to my husband, that he told him that he was just "in the way" and that he should just let them speak directly to our contractor. Even after a call to our agent, who has not been helpful at all in this process, nothing has been done to correct our situation. At this point, we will have to choose what repairs not to make. We will be moving our home owners insurance as soon as we can. Liberty Mutual was recommended to us by our lender. You may like the rate LM gives you, but you'd better pray you never have a claim. 0.8 overall rating by Anonymous Poor Claims Process Practices I was sitting at a stoplight and was rear-ended while pulling my RV. The other driver was cited for failure to control. I have been fighting Liberty Mutual for 3 months for my out of pocket experiences since I had to move out of the RV for a month while it was in the shop. I had to deal with 5 different claims agents and refused to talk to them on the phone, they would say one thing and do an other. 0.8 overall rating by Anonymous Claim Denied I was run over by a truck which destroyed my tractor and bus-hog mower. I was hit from behind. He was going 60 MPH when he struck the bus-hog, went airborne bending the roll bar that protects the driver of the tractor and landed on top of the front end breaking the front axle. The driver got a ticket for failing to reduce speed. I had two rear blinking lights, a MINI-BAR strobe light, a slow moving vehicle sign, a 24in.X 40in. CAUTION sign. My loss is around $70,000 not including loss of production, hospital bill, ambulance bill, and tow bill. They have refused to pay the claim because I didn't have a safety vest on. I don't understand with all the lights and signs what a vest have to do with IT. 0.8 overall rating by Scott Poor Customer Service A driver insured with Liberty Mutual totaled my car. Liberty Mutual only gave me half of the money until they got the title, but wouldn't give me a rental while the title is in the mail. They take your car away before they give you the final check. 1.0 overall rating by Anonymous Incompetent Incompetent and rudest claims administrators. When they denied my claim, they sent me another letter detailing why it denied. I appealed it and pointed out the incorrect facts that they had. They denied it again, but this time, a whole other set of incorrect facts came up again. 1.0 overall rating by Anonymous RUN AND RUN FAST!!! I filed a claim a week ago telling them that my roof is leaking and my basement is leaking. The claims agent told me that he would contact me tomorrow after some research. He NEVER CALLED ME BACK. It has been a week. They were trying to DENY me over the telephone without seeing the damage! I would say, don't BOTHER WITH LIBERTY MUTUAL!!! 1.3 overall rating by Anonymous Liberty Mutual Home Insurance I submitted a claim for a broken basement pipe. My basement was severely flooded from the broken pipe. Liberty Mutual denied the claim since the water that was backed up (from a broken pipe WITHIN the house mind you) was not an "inner" source of water. The adjuster kept using the example "If you flushed your toilet a thousand times and got that pipe to break, this would have been covered,". They are the worst home insurance company I have ever dealt with. Pay a tad more and go with a different company. You will not regret it. 0.8 overall rating by Anonymous Low-Ball Total Loss Estimate One of their customer ran a stop sign and collided with our car. Police report cannot determine who ran the stop sign. Both cars are totaled. My insurance (Allstate) paid 50% of the cost of their customer car. They want to pay 15% to us. 1.0 overall rating by Anonymous Idiotic Company I keep reading my policy and it plainly states coverage, yet they have denied my claim. The person who did the repair is surprised as he has never encountered an insurance who didn't pay. I am switching insurance companies and finding the rates at nearly half the cost. 0.8 overall rating by Anonymous Tornado & Power Outage Claim for food spoilage was denied due to $1,000 deductible being applied to replacement costs. We told the truth. It would take approx $750 to replace contents of 2 refrigerators and 1 chest freezer. Other insurance companies are providing $500 payments to policy holders due to documented 1 week power outages from suppliers. 1.3 overall rating by Anonymous OK unless you're in an accident Liberty Mutual treated me as if I I was the one at fault. My car was totaled by an uninsured motorist. My children and I were left without transportation. I was trying to negotiate a pay off with my lender and asked them not to contact them until all negotiations were over. I did not have an outrageous claim for personal injury even though my children were involved in the accident. So Liberty Mutual may be a good company, but if you happen to end up in the same situation I found myself in, I guess that is when you will find out what type of insurance company you really have working for you. 0.8 overall rating by Anonymous Very Unprofessional They are very unprofessional. Reps have inaccurate information. It takes a very long time to handle claims. 3.8 overall rating by Anonymous AWESOME I have never had a problem with Liberty Mutual. Pricing was fair to start, and has maintained so. I've had two claims and Liberty had my back both times. Whether is was actually taking the time to come out and look at the incident instead of just siting some law, or it was being there for me when the largest insurance company of NJ took 27 days to take liability. 0.8 overall rating by Frank L. Impossible When my girlfriend was in an accident with another driver the driver at fault had Liberty Mutual Insurance. Not only is Liberty Mutual impossible to speak to (when you call it is next to impossible to get anyone on the phone and when you do they are amazingly obnoxious), but they gave us a serious run around when it came to the claim. My girlfriend's car was totaled but we were left hanging out to dry for months. What's worse is that Liberty Mutual wasn't even decent enough to pay for the rental car we needed! Finally, when it was just about over the company said that they weren't going to pay for everything and that my girlfriend was only getting 75 percent of the cost of her car. We ended up having to consult a lawyer so that he could what was due to her. 1.3 overall rating by D. Dixon Quick to Total My truck was stolen and then recovered. It is still at the shop where Liberty suggested that I take it. The shop is over-inflating the cost of everything and now wants to total my truck. Before it was stolen, it was in great condition. Liberty wants to give me a salvage title and charge me $900 to do so. 1.3 overall rating by Anonymous Refused to pay claims The coverage looks good, but only until you try to use it. I am insured by Liberty Mutual and a party from another insurance carrier struck me with their car while I was parked. It was their fault and it was admitted on the police report. The other parties insurance has given me no problems, but because of the no fault law, I have to utilize my PIP coverage through Liberty Mutual. Liberty Mutual has continued to refuse to comply with the policy that they issued me. 0.8 overall rating by Raj Terrible Service I am a truck driver. I was in Dallas, TX and a Ford F-150 pickup with a trailer tried to cross me from the shoulder. He made it with a pick up, but his trailer hit the diesel tank and the front steer tires. He had Liberty Mutual. I had two witnesses who were behind my truck and saw that the Ford F150 pickup crossed me from shoulder. I filed claim and I was told that they will pay the shop for repair. They mailed me letter about this and then mailed me another letter saying that it was my fault. I told them that I have witnesses. They said they called witness, but they lied. They never called witnesses. They closed my claim file and I had to pay $2500 out of my pocket to take my truck out of the body shop. 0.8 overall rating by Clinton Solid Company I have had Liberty Mutual Insurance for two years now and I have to say they are what they advertise. I think that a lot of people misunderstand claims processes. In the end I think most people feel cheated by insurance companies in general and they take it out on whichever one they have had the most recent experience with. Who likes to pay hundreds of dollars year after year and never see anything back from it? Most people feel cheated, you have to have it but you barely ever need to use it. Well I used to feel that way too, until I began to understand why it is there. Insurance is only intended to save you from catastrophic losses, not minor inconveniences. People get upset because they pay for years, then their tire blows out and does a couple hundred dollars and damage that is barely above their deductible and they get upset that they barely got any money to fix their car. Well insurance isn't meant to handle these types of problems. Now on the other hand if you were driving along, changing a CD in your car, then you accidentally hit a pedestrian and hurt them badly. You will be pretty happy when your insurance company steps in and pays for an attorney to defend you in court then pays all of the medical bills for you so that the court does not have to put a lien on your house or garnish your wages. Your life could be ruined in the blink of an eye and your insurance company is the only one that is there to prevent that. This is why it exists, you are not supposed to get your money back in all instances, you're simply left to breathe easy knowing that if something really bad happens, your insurance company will stand by you. 1.5 overall rating by J. Fenter Poor Repairs I got my car back from Service King with over spray, a light bulb missing, scratches on my bumper, bad struts, and alignment issues. 1.8 overall rating by Anonymous Poor Claims Process Practices I am still waiting for my claim to be sorted out after our car was broken into. I had to pay my deductible to them before they were willing to do anything. 0.8 overall rating by Anonymous No Customer Service It has been 5 days since I was in a minor wreck with a driver who has Liberty Mutual. The company has done nothing so far. 1.3 overall rating by Anonymous Low-Ball Estimate If you have a claim, they will under pay what it costs to get problem repaired or replaced. They will not return your phone calls because they are too busy. They will argue with your contractor and tell them the calculations in their computers are what they will pay out because apparently they get updates on prices every month. 0.8 overall rating by Stacy B Poor Claims Process Practices I cannot believe this! Liberty Mutual is going to cut off my car rental authorization when THEIR CLIENT was at fault and totaled my car. Do I have a settlement check in hand? NO! Will I get the settlement check before they cut off the car rental? NO! That is just WRONG! 1.3 overall rating by Anonymous Unhappy Customer They will make unauthorized changes to your policy. There adjusters will give you low ball estimates. 3.5 overall rating by Carolyn Exceeded Expectations My house flooded and within hours Liberty Mutual sent out a team to begin clean-up and the team also brought in big blower machines to prevent mold etc. They were beyond wonderful. My neighbors insurance company never took care of their problem. It is hard for me to believe these other bad reviews because my experience was so great. 1.3 overall rating by Susan Lost Discount I have had liberty mutual for years. I bought new cars and needed to change with my insurance. They wouldn't work with me. The prices were no where near any quote I had gotten from other company. I received my escrow from my mortgage company. My house payment went up $64/month. When I called them, they said that it was because my insurance had gone up. I called Liberty Mutual and was told that it was because I had taken my cars off. 1.3 overall rating by Anonymous Poor Claims Process Practices I was hit by a drunk driver. My car was totaled and more or less so was I. Unfortunately the drunk driver did not have any insurance, so I had to go through my own, Liberty Mutual. First off they took my rental before I even got a check for the total loss of my car. I am fronting all of my medical claims and they are dragging their feet on the reimbursement. I moved, which was planned before the accident, so all of my medical reimbursement week after week go to my old address. It would be fine and dandy if it happened once maybe twice but nope the last 7 months for some reason they cant get it right. 0.8 overall rating by Anonymous Slow Our first experience processing a claim was horrendous. We had hail damage and have been fighting them even since. 1.0 overall rating by Anonymous Bad Faith I think that Liberty Mutual is one of the biggest carriers to display what we in the industry call "BAD FAITH" on behalf of claimants who were injured by one of their insureds. My wife was rear ended while sitting still at a stop light, she has neck and back injuries, yet the carrier will not take "responsibility" even though their insured was deemed to be 100% at fault in the accident. To date, they are putting me broke with doctors' bills. 3.8 overall rating by Anonymous Great Company and Agent I have been with company going on 10 years. My rates are still very competitive and my agent follows up with me regularly. Interesting how when you get hit by someone with Liberty Mutual you expect them to pay up with no questions asked. I wonder if your company does that when you run into to someone. My agent reviews my coverage and makes recommendations periodically. I have had two claims with them and both have been handled without an issue. 3.3 overall rating by T. Facto I Got a Fair Deal with Liberty Mutual When I decided to switch to Liberty Mutual Insurance in 2006 it was because I got a lower rate from the company and I was paying before. I am fairly satisfied with Liberty Mutual. My rates haven't changed much since I made the switch. Last year, when my son was learning how to drive he accidentally backed the car into a big oak tree near our driveway and it caused significant damage to the tail end of the car. The damages were covered quickly and fairly. And it took less than a week to get the money I needed to get the car repaired. I expected a huge rate hike after that but all in all the damages to my rates really weren't significant. 1.5 overall rating by James B. No Coverage My home was broken into. It has been 2.5 months and still nothing from Liberty Mutual. I have sent in receipts and itemized loss forms. They want to pay about .33 cents on the dollar, and i have full replacement value insurance. They use the national average of 2.5 years ago price to settle. 3.5 overall rating by V. Finkle Responsive I figure as long as I get quality service and a decent premium I am happy. I get all that through Liberty Mutual insurance and a whole lot more. When I was hit by a driver that had no insurance at all, my company handled everything. When I called the claims department, the reps were truly exceptional and I never encountered a single rude individual whenever I called. They followed up with me and let me know what was going on with every stage of the process and they helped me get a rental vehicle so I can make it through the time period when my car was being repaired at the shop. I appreciate the level of responsiveness that the company delivers and it is the company's responsiveness that will keep me a customer for very long time. 3.8 overall rating by Gregory H. Fast Claims Processing I have been with the company for two years now and I plan to remain with Liberty Mutual insurance as long as they continue delivering the excellence in terms of customer service that they currently deliver. I have dealt with Liberty Mutual's claims department in the past and there processing is lightning fast when compared to other companies. 3.8 overall rating by Michael Monnette Great coverage and rate Just like their commercials, the people really care. 0.8 overall rating by Anonymous Poor Claims Process Practices One of their customers rammed us with his truck while trying to make an illegal right turn, and completely totaled our car. We were able to get the car paid for, which was only due to our own insurance company hassling them, but we also required medical attention, and now our medical provider is hounding us to get paid. It's been over a year. Numerous conversations I've had with my adjuster have been terse. 1.0 overall rating by Anonymous Poor Customer Service Call one day and then they tell you different information the next time you call. This happened to me more than four times! Their information is not organized and the customer service sucks. 0.8 overall rating by Anonymous Automatic Denial Not long ago my family had an accident involving a paving company who is insured by Liberty Mutual. Not only was the company at fault, but the claim was immediately denied - without an adjuster looking at the damages. We were told that it was not their problem. We had to hire an attorney to get results. Finally an adjuster reviewed the damages - a total loss and took measurements at the scene to determine that indeed the company is at fault. Still they are not cooperating and we are going to court. They claim to be fair and about all about families. What about my family? 1.0 overall rating by Anonymous No Communication My house was broken into about a month ago. They sent out an investigator to investigate me, not the break in. After investigating me, I still haven't heard back. 0.8 overall rating by Anonymous Poor Claims Process Practices One of Liberty Mutual's customers backed into me in a parking lot. Police reports cannot be made for accidents in parking lots that don't involve injuries. The customer lied about what happened in the parking lot with some ridiculous story that didn't even make sense. Due to this I did not get 100% coverage for the repairs on my car. 0.8 overall rating by Denise Only 85% Paid A lady insured with Liberty Mutual ran a stop sign and hit my husband. The lady admitted to failing to yield to a stop sign and it was recorded in the accident report. We have yet to receive a check for the damages or rental car fees which are now exceeding $600. We have to literally chase after the claims agent in charge of our case. She never answers the phone and never returns calls. The agent finally told us that my husband was 15% at fault and they would only cover 85% of expenses. How was my husband 15% at fault when their insured ran a stop sign and admitted to it? 0.8 overall rating by Anonymous Poor Customer Service I was left with a totaled vehicle. No rental. No offer. 2.3 overall rating by Anonymous Quick Claims I was in an accident. The person who hit me had Liberty Mutual. I was very happy with the service I received. It was fast and very competent. They handled my claim very fast. 0.8 overall rating by Bob Raised My Rates By 40% First they will give you a "low ball estimate" and then they will ignore you when you catch them ripping you off. They also raised my policy by 40% and NY law is 3% max. 1.3 overall rating by Anonymous no settlement I'm still trying to get insurance proceeds from hurricane Ike. My policy was originally through SAFECO, but Liberty bought them out. I had a person at Liberty tell me that a check was forth-coming. Three weeks later I'm being told that me claim was being adjusted down and now no check will be sent. 1.0 overall rating by Anonymous Left Me Car-Less I was involved in an accident almost 2 months ago and I still do not have my vehicle back. The actual days of work need on the car are SIX! They have taken almost SIXTY days to get it done! I am not 21 so I cannot have a rental. I've been car-less for 60 days. 1.5 overall rating by Walliat Rate Hike Liberty mutual just increased my premium by almost 30% because we live in Lousiana. We have a clean driving record and have had zero claims. Their claim is that they had to do this because of the number of un-insured drivers in the state. 3.5 overall rating by Anonymous Good Company and Great Agent I have been with Liberty Mutual since 2004 and in that time have had no complaints. 3.8 overall rating by MBM A++ I've seen several reviews on here from people who were struck by driver's who had Liberty Mutual. You are either complaining because Liberty Mutual didn't think their insured was 100% at fault or you are complaining about the bodily injury settlement process. You need to understand that when you make a claim against someone else's insurance company, you are a CLAIMANT, NOT an insured! Liberty Mutual is going to do everything in their power to protect their insured's best interest, NOT YOURS. This is not "Bad Faith". This is not "Low Balling". I hit a deer in 2006 and the body shop they work with put my car ahead of others because they had a special agreement with Liberty Mutual to put all Liberty Mutual customers first. Liberty was by far the best experience from an actual INSURED'S point of view. 0.8 overall rating by Anonymous Fraudulent Rate Increases I was in an accident that was termed a not-at-fault accident by the officer at the scene and it was reported as an at-fault accident by the other driver. They raised my rates by over $800/year and my only remedy their "dispute" process which involves filing a dispute with Lexis Nexis, the reporting bureau who in turn calls the the insurance company and verifies that the insurance company did report it as an at fault accident, based on a claim that was outright fraudulent. 1.3 overall rating by Anonymous No Help A month ago, I had a home break in. I have renters insurance with liberty Mutual. It's been a month of hassles and no answers. They sent out an investigator who make me feel like a suspect. 0.8 overall rating by Anonymous LIBERTY MUTUAL IS UNRESPONSIVE -- I'm BEING KIND! I had a problem with my vehicle. I was able to get it to the dealer where I bought it and have it regularly serviced. The dealer estimated repairs at $2,200. I called Liberty Mutual and filed a claim. I asked them to accelerate claims processing since I needed the vehicle and it was un-driveable and had to remain at the dealer's site until repaired. It's BEEN A FULL WEEK SINCE I REPORTED THE CLAIM AND LIBERTY MUTUAL STILL HASN'T SENT AN APPRAISER TO LOOK AT MY VEHICLE!!!!!!! I've called and talked to the claims rep five or six times. I've had the dealer take pictures of the problem and fax the pictures and the estimate to the claims rep. Nothing has moved my claim. Liberty Mutual's attitude is: sorry, we're doing what we can -- WHICH IS NOTHING. Instead of getting an appraiser out to look at my vehicle, they've done what they could -- NOTHING. The SOB's have left me without my vehicle and they couldn't care less. That's unacceptable. I pay them for automobile insurance protection. They're supposed to provide it. And this is only a $1,700 exposure for them -- with a $2,200 estimate and my $500 deductible, Liberty Mutual's exposure is only $1,700. For an auto insurance claim, that isn't a lot of money. If this is how they deal with a $1,700 issue, imagine how they'll treat the poor unfortunate who has a significant claim. The only rational conclusion is to: AVOID LIBERTY MUTUAL. As soon as I can, I'll switch to another insurer. 0.8 overall rating by Anonymous 80% Paid One of their drivers pulled out in front of me and damaged the front end of my car. Their driver got a ticket for not obeying the traffic signal. She ran a red light. Liberty Mutual said that I could have avoided the collision, so they would only pay me 80% of what it would cost to fix it. 1.3 overall rating by Anonymous Poor Customer Service Someone rammed my car and Liberty is being 100% unhelpful in helping me resolve this situation. 0.8 overall rating by Larry G. Slow I got rear-ended by Liberty Mutual insured who admitted that he wasn't looking where he was going. My body shop did a workup, estimate, and took photos. They canceled the adjuster appointment since their work was done for them. Today, when they originally had authorized repair work to start, they can't find the estimate. I don't know how many phone calls have been made on this matter. 0.8 overall rating by Anonymous No Coverage I spoke to Liberty Mutual agent and wanted to get auto insurance cover for whole family including teen child. The agent gave a good rate and told me child was included. When I checked LB web site on my policy and insurance card the child was missing. Next I emailed agent who replied that child is certainly included even though the name is not in policy and insurance card. I again called the 800 number and spoke to sales. They stated the rate was without child and wanted $600 more. I shudder to imagine what would have happened if my teen met with an accident without insurance. 0.8 overall rating by Anonymous Poor Customer Service My boat was hit by a Liberty Mutual driver and for five weeks now nothing but crap. 1.3 overall rating by Anonymous No Coverage My house was broken into and everything stolen. Liberty Mutual has still not paid out my claim and it has been over 2 weeks. Their claims examiner is worthless with a horrible attitude. They act like it is my fault my house was broken into and that I am lying about the things that were stolen. 0.8 overall rating by Anonymous Mis-Quoted They told me I would pay this amazing price once I got a quote from them - $80 bucks. I was so excited to be a part of this company. Then they tell me there will be a one time fee of $150, but after that I will pay $80/month. My price did go down after the first month, but it went down to $130 which is no where near the price that I was quoted. 1.3 overall rating by Anonymous Hail Damage Not Covered They denied my hail damage claim even though the contractor showed them the damage and both next door neighbors were approved by their own insurance companies. Liberty Mutual has a pattern of denying these valid claims, leaving homeowners high and dry. 2.0 overall rating by Leo P. won't pay My house recently hit by hurricane Ike. The damage was from many small tornadoes. My subdivision was hit very badly. Most of my neighbors already had roof total replacements paid for by other insurance companies. I recently switched to Liberty Mutual and now I regret this decision. My roof lost more than 100 sheet of shingles. The adjuster told us we lost about of 30 sheets. One week later he gave me the quote for $900. It is still less than my deductible because my house is only 7 years old. I have had 3 roof companies estimated and they all said the roof should be replaced. 0.8 overall rating by Anonymous Dragging Their Feet I was hit by a Liberty Mutual customer while sitting at a red light. She rear ended me going full speed while on the phone. The damage to my car was very bad. The only reason it was not considered a total lost was because it was only 4 months old. I am going through my insurance (Farm Bureau) who will file suit against Liberty Mutual. All of this is a result of the Liberty Mutual adjuster not responding. When the adjuster is in the office, she tells me that she will get to me by the end of the week and I never hear back from her. Liberty Mutual has accepted liability, but are dragging their feet. 1.3 overall rating by Anonymous Poor Customer Service Anytime you pay your employees on a pay-for-performance basis in the insurance industry it just changes nice people into mean, nasty, performance based creatures who do everything in their power to deny your claims or post-pone as long as they can paying them. 0.8 overall rating by Anonymous $200 for a Totaled Car The wife and I were on a two lane, 55MPH highway when this car blew a stop sign. I broadsided that car which then hit another car stopped at the stop sign on the opposite side. When the car stopped four teenagers got out of the front seat. The girl driving the car had a cut, but no one else was hurt. The State patrol came. I was a little ticked to see the officer stack half full bottles of booze on the roof of their car. She given a ticket for not stopping for the sign. My car was bent and totaled. They were insured with Liberty Mutual. I called to speak with them about my car. The first question he asked was is anybody hurt. I said no. About 10 days later Liberty Mutual called back with the amount for my car - $200. $200 would not buy the tires much less the car. They said take it or leave it, seeing I was 20% at fault. They would not return my calls from then on. 1.8 overall rating by Anonymous Case Closed on Me The brakes on my year-old car failed as I approached a stop light. I sort of slid into a Ford F-150 truck, causing $500 damage to my front bumper. The Ford claimed damage of $200. Since I could have use of my son's car while mine was in the shop, I declined a loaner. After two days, it appeared repairs were going to take longer than I anticipated, so I called Liberty Mutual. I was told that my case was closed. 0.8 overall rating by Sean Slow Claim Processing I was merged into by a person with Liberty Mutual insurance. My insurance company had a estimate in less than 24 hours, but since the police ticketed the other driver why should I pay? Well I got a letter from Liberty Mutual saying they can't get me by phone. I have no missed calls from them. I can never get the person at Liberty Mutual on the phone. Three weeks later they finally get to look at the truck but are still "investigating". 3.3 overall rating by Kevin Good Customer Service Liberty Mutual has always treated me good. I have a total of two vehicles and I have had one of my cars broken into about three years ago. The back door window was busted out and several things were taken from the inside of my car. I should have known better than to leave things inside the car in eye's view of just about everyone. After getting over the initial shock of being violated in such a way, I knew I was going to have to report the incident to the insurance company. Of course, I filed a claim immediately. The customer service staff was pleasant and didn't show me any disrespect. The claim was processed quickly and my car was repaired lightening fast. I can't really complain about the company at all. My girlfriend's parents and my parents have Liberty Mutual too and I have heard no complaints about the company. 3.3 overall rating by Barbara Great company Never had a problem. They are efficient and the few claims we've had over the years have been processed fast and fairly. we've always been treated well and they've never given us any reason to be dissatisfied. 0.8 overall rating by B. Stephens Low-Ball Total Loss Estimate They never offered a realistic value for the car that one of their customers hit. 1.5 overall rating by Anonymous Over priced I've had Liberty Mutual for 35 years. I called another company for a quote and for better coverage I saved $600 per year. When I called Liberty to cancel, they offered to match the price and lower my rate by $200. 1.8 overall rating by Anonymous Slow Claim Processing I am still waiting for my check. It has been 4 months! 2.0 overall rating by Bruce Slow Claim Processing I've been waiting 3 days to hear from the adjuster following a massive storm resulting in extensive damage to my property. As far as the accompanying claim on my auto damage, I haven't received any decisive direction from Liberty Mutual on this at all. The multiple reps I keep getting shuffled around to over the phone don't know what to do. 1.8 overall rating by Anonymous No notice They've canceled my insurance without my knowledge that resulted me driving without auto insurance. They charged me a cancellation NOTICE fee when they didn't notice me at all! 2.8 overall rating by Anonymous Great Company I have been a customer with Liberty Mutual since 2008. I am very satisfied with my coverage and cost. 0.8 overall rating by T. Counts Sorry Customer Service My Lexus was hit by someone else and they have accepted responsibility for my vehicle repairs and the wreck. I was under the impression my car was being repaired. They are low balling the value of my car. Customer service has been horrible.