Liberty Mutual Insurance
Reviews and Complaints

I spoke to an agent of Liberty Insurance on Monday morning May 31st requesting my No Claims bonus Certificate and my disappointment with not receiving my renewal notice. I was told I would receive it in 72 hours. I explained I needed it as a matter of urgency as I had no Insurance and your agent said she would have it emailed to me in the afternoon. It is now Thursday June 3rd 20.15 and still no email.
Can this be followed up as a matter of priority and be advised I am extremely disappointed with the appalling service Liberty Insurance provide and advise the staff be properly trained in customer service and people skills are they are very poor to say the least
Sandra Cooney GEI/QMP/[protected]

My car was smashed from behind and I called Liberty Mutual to file an auto claim ; after receiving a claim number the agent suggested I call the offenders auto ins and file with them to avoid penalties or deductibles. Two days later I had questions for MY adjuster (John Schiavo in Colonie, NY) at LM and left a VM message. Receiving no response a week later I left another message for John Schiavo; again NO RETURN CALL! I then left a message for HIS Supervisor, Jessica, again NO return call. POOR SERVICE!
I immediately CANCELLED both auto and both homeowners policies and changed to a RILIABLE insurance company ... Progressive!

After I got past the period of three years when I had had an accident I called LM to see about getting my rates dropped. They basically told me to get stuffed. So I went insurance shopping and now have a policy with another company at a much lower rate. So, I decided to inform LM that I was leaving their happy family of dissatisfied victims, er, customers and told the lady that got on the line precisely why I was dropping my insurance with them. She claimed to understand and said she would cancel my policy at an agreed upon date when my new insurance will take over.

Well it seems that LM wants to charge me a further $39.81 for the privilege of telling them to shove their bills up their arses.

They may not be the worst insurance company in the USA, given that there are plenty of contenders for that title, but they most certainly rank near the top of worst insurance companies.

Claim #[protected] This claim has been investigated and determined to be fraud. Yet, it remains on my policy. I have had several conversations about getting it removed but no action taken. Claims adjuster needs to get on the ball.
My son sold his car and the buyer back-ends someone and finds insurance card in the glove box, cuts off the name of the insured and hands the card to the collision victim. This is FRAUD. buyer did not transfer title until after the accident. Son has submitted proof of the sale on the appropriate date. This should not be left in this state of affairs.

Good Day

Karen Horsford-Smith claim# 045395184

I filed a claim on 4/21/21 my parked car was hit on the street in my Neighborhood in Bronx County in New York City. I called Liberty Mutual that same day and filed a claim. I submitted all the documentation to assess my claim, and get my car repaired. I was promised updates and communication in regards to the status of my car accident claim.
The service I obtained from Liberty mutual has been unsatisfactory I have not obtained proper status from my claim representative in a timely fashion. At one point it was reported she was out on vacation and someone would follow up with me, however, two weeks passed without any communication, which prompted me to make inquires. I was told that my car was still being held in a storage facility and was not assessed.
This has been disappointing the lack of empathy for my accident and financial burden9 car rental self-paid), especially given the accident was not my fault.

Documents were sent to Ms. Toconna Cummings
Claims Resolution Representative:
Liberty Mutual Insurance
P.O. Box 515097
[protected]
Liberty Mutual Insurance

email: TACONNA.[protected]@LIBERTYMUTUAL.COM

All I need is an update on my car, where it's located and is the car being fixed, and the comfort of knowing my claim is being worked on. I have asked for updates and was promised a call from my Claim Representative and Adjuster and to date, I have not been contacted. I have been actively doing all the contact in this situation. Her phone message has been full and one point and I left messages for her to contact me back. Today is now May 15th and Iam still trying to obtain the status of my car.

Next week, May 21, 2021, will make a month since the accident and I am paying for a rental every week due to the fact I don't know when my car will be fixed and returned to me.

Thank you for any help, it is appreciated.

My disability claim was suspended by Thomas Best for no reason, and he told me I was not disabled even though I have 5 drs signing for me, my claim was suspended by him after never returning my calls and and he was rude and told me my claim was under review after 3 months of trying to contact him, he never returned my calls till after I got SS disability then said I would have to pay all of it back and my disability check is still suspended I have all the calls ive place with no response from him till after I was suspended then gave me just 15 days to respond which put me in danger of contacting covid going and trying to get signatures he already had to meet deadline, Im still suspended and demand answers

Opened an auto policy with liberty mutual in 2017. First year, rates were "reasonable" for the coverage. 2 cars, and 1 is driven less than 3, 000 miles/year. Second year, 2018 they raised my rates without explanation, and without any reason. I have a record of zero tickets, zero accidents or claims with any auto insurance company for more than 30 years. The increase was small, so I decided to accept then. 2019 another increase for no reason. I should have shopped for another insurance, but did not. Forward to late in 2020, was involved in a accident so minor (less than 3 miles per hour), there was no damage to my car at all. The car I hit had nothing more than some scratched paint on the rear bumper. There were no injuries to either myself or the other driver. I took & have pictures of both cars. Sent to liberty mutual. They closed the claim nov. 6, 2020 without even sending me any documentation showing how much they paid out. Policy renewed "automatically" in march 2021 with a "new" yearly rate nearly doubled, so I cancelled the policy right after they "automatically" took the first month's premium out of my account. I found another insurance company, and went to my bank, had them put a stop payments of any & all attempted automatic withdrawls from liberty mutual again. Then they had the nerve to send me another bill for partial payment of april, 2021 premiums on the policy I cancelled.

I have come to learn a wrongful claim was filed against my policy based on a question about coverage I had when seeking to upgrade my Septic to a larger unit to make compliant with my # of total bedrooms as we were considering selling our house. A claim was filed even though it was incorrect when I was asking about my policy nomenclature. When the person I spoke to understood I didn't have any damages but was simply seeking to understand coverage they withdrew the claim that was started in error and I was told was deleted. According to Lexus Nexus I have a claim against my policy though $0 was paid out and the adjuster said the claim was withdrawn and no pymt made. We told me when I inquired lately after I found the wrongful claim that he couldn't delete it. This was not what I was told last year when I called my agent to inquire about policy terminology for "septic" coverage. I was very clear I had no damages or anything requiring a claim or repair but needed to upgrade my septic to a larger size. I was forwarded within the company to get answers. I'm asking this to be deleted and Lexus Nexus updated as Liberty Mutual is the only company that addresses questions as the need to file a claim, which is what the Liberty Mutual person told me was your policy? I've tried talking to the original claims adjuster that told me he withdrew the claim (and at that time it was being deleted) only to find out now his story is different and the claim was indeed NOT deleted as I was told last year.

I've been a customer for a while and this would be a reason for me to switch coverage away if this is the type of "good" customer service Liberty provides their customers.

Please help resolve this issue. Thank you.

Been with Liberty since 2004 as I am a State of Ct Retiree now on Disability. Never encountered a problem, but for the last 6+ months, it's your worst nightmare. In Feb, 2020, my car no longer worked. My husband was ill with colon cancer & he had a car I could use insured by Amica. When I attempted to drop my undrivable car, I was convinced that even if I had no car now, my lack of having auto insurance would impact my credibility. I was so distraught over my husbands illness, my head was spinning & the rep on the phone said I would get a 500+ refund & for a period of several months, there would be no extraction of monies from my bank account. Well, in October, my husband died and I was inundated with arrangements, financial burdens, and a myriad of emotions stemming from grief to anger. Finally, I was able to address my financial responsibilities. My mental state was frail to say the least, but I cracked when I saw that Liberty was billing me since June 2020 for a car that I no longer owned. I was also breaking down from discovering a nasty infestation of Bed Bugs. In preparation for the Exterminator, I used the Undriveable Volvo, still in the driveway to store over 20 bags of clothes and such that had to be out of my home before he came on Aug 4th. My adult sons, concerned for our health, moved us into an Assited Living Facility, Brookdale in Wilton, and the Volvo was towed away to Never Never Land shortly before. I stopped driving the car in Jan 2020. Can you imagine my disbelief when I saw that the Volvo, the " Non Owner" policy & monthly withdrawals had continued for a car that for months was totally inoperable, yet Liberty continued to STEAL my money, & continue a policy on a CAR I NO LONGER HAD❗️I was mphysically & mentally broken down and also grief stricken & Liberty took advantage of my vulnerability. Since my husband's death in Oct, I have been in every kind of hardship imaginable. Liberty had refused to respond to text messages, and calling on the phone is excruciating. I did explain my situation to one of your attorneys, who in turn has referred on for legal advice. BUT THERE NO ADVICE IS NECESSARY- LIBERTY HAS NOT RIGHT TO STEAL MY 💰. I HAVE NO CAR. AS a State of Ct Retiree, I aim to be quite vocal about this travesty of justice. I expect full restitution on the money Liberty has illegally withdrawn from my account. When I couldn't get a written response from Liberty, I even went into the app to change the date of withdrawal, hoping that this would lead me to SOME LIVE PERSON who would almost posthumously honor my request and get me off this treadmill of defeat. But all it did was RAISE THE MONTHLY FEE for a car that was sitting in the JUNKYARD for months❗️ This is clearly a Consumer's Worst nightmare & I will report Liberty to the BBB ASAP & should I find a withdraw from my account tomorrow, the 28th, I will commence with legal action. I am Disabled & now a Widow- LIBERTY, YOU SHOULD BE ASHAMED OF YOURSELF❗️❗️ Having been a devoted customer for over 15 years, I end this with great disappointment in what used to be an honorable service. SHAME ON YOU❗️Carol E. James

I was injured September 19, 2019 while piloting a hot air balloon air tour for my employer Sin City Hot Air ballooning. While I was attempting to land, I was caught in a convective wind (dust devil) which slammed my aircraft onto the caleche rock covered desert ejecting me and causing me to roll for tens of yards. Seriously injured I was ground transported via ambulance to UMC Trauma to address my injuries including right-side paralysis.
Initially, Sin City's workers comp insurer, LIBERTY MUTUAL, through their claim's adjustor, ASHLEE ISBELL and their attorney DANIEL SCHWARTZ denied coverage first on Oct 1st as "drivers over 60 years of age are not covered" -I was flying. Secondly lack of receipt of the FAA's accident report-Nevada is a non-fault work comp state. Third lack of verification of employment-a C-4 and an employer D-8 form was filed with the insurance company.
On September 20, 2020, with the professional assistance of, JILL A. KOLOSKE, esq. of the Nevada Attorney for Injured Workers (NAIW) we were able to receive a favorable judgment. Claim no. WC617-A16640, Hearing No. 2005112-TH, Appeal No. 2008519-DM. Finally, 397 days after the accident on October 12, 2020 LIBERTY MUTUAL provided a Notice of Claim Acceptance as required by NRS 616C.065.
Now 573 days after the accident LIBERTY MUTUAL has continued their notorious "deny delay and defend" tactics by not providing any temporary disability benefits, medical assistance, and denying private insurance paid, co-pays and deductibles. In addition, I was denied access to an Independent Medical Examiner, IME, until court ordered on March 3, 2021 Hearing No: 2106173-RS which findings were also denied. As a result of their actions, I hired, workers comp attorney, JASON WEINSTOCK, esq. to assist in my disputes. LIBETY MUTUAL's in-actions have overburdened the courts with appeals so far resulting in six (6) completed and twenty (20) plus hearings pending.

On 3-4-2021, I was given supervisor approval for Porsche, not Safelite, to fix my broken windshield. As of today, [protected], the windshield still hasn't been fixed and LM keeps giving Porsche and me the run around regarding billing and pricing. I have been told I had been dealing with the claims department instead of the processing department and my initial claim had to start again. In the meantime, Porsche wants me to pick up my car immediately b/c the insurance refuses to pay.

In january I sold my home. I called liberty mutual to cancel my policy and get a refund check issued. They issued a refund check, just for me to find out days later there was a stop payment on it. I called to find out why and they said the person who I sold my home to put a stop payment on the check and reissued the policy in his name using those funds. I told them that was absolutely illegal, and they told me it was not. I filed a complaint with the nc insurance commission. Today, liberty mutual sends me notification that my name is put back on the policy (for a home I do not own) when I called to find out why they said because it was not supposed to be removed. I told them I do not own the home and should not be on the policy. They gave me another number to call. (this is after several phone calls and wait time adding up to hours) I will now file another complaint for them putting me on a policy without my permission, and a home I no longer own!

My wife, Lori Evans and myself David Evans recently were victims of a Home Invasion in a really violent and poverty stricken neighborhood.
For the last week Liberty Mutual has not showed concern or even addressed our current claim according to our policy and their companys sell promise. Literally, continuing to leave my wife, 6yr old daugther and myself in harms way.
For example, our frontroom picture windows is broken. We were finally able to secure 300.00 towards help with housing after sleeping at the crimescene in Febuary in Michigan.
Need Help.
Phone number
[protected]
email- [protected]@gmail.com

I have called five times, the last time they hung up on me after I waited for an hour and 46 minutes to be transferred to another line. I had been calling since 8:30 in the morning and still made no progress. I am very upset and I just cannot believe an insurance company would be this unprofessional.

My Dad is a retired veteran, senior citizen and only requests updates regarding his car accident claim.

Robert Macdonald Claim #[protected]

This has been disappointing the lack of empathy to his accident and financial burden, especially given the accident was not his fault.

1/12/2021 my Dad was hit by someone who was coming out of their driveway. Documents sent to John Froio.
Claims Resolution Representative
Liberty Mutual Insurance
P.O. Box 515097
Los Angeles, CA [protected]
Direct Dial: [protected]
Fax: [protected]

All my Dad needs is an update and comfort knowing his claim is being worked on. I have asked for this and my Dad still has not had any communication from anyone.

Thank you for any help, it is appreciated.

I have a policy with Liberty Mutual using autopay. Not only do they not take it out when they're supposed to; they wait weeks later and then charge me a $35 late fee. Which I'm sure is a fraudulent act and I am about ready to take this up with a lawyer. I'm sure a class action lawsuit would suit them if I'm able to find more people going through the same issue.

I have contacted them several dozen times to take it out and am told they can't. I've been given a different reason each time: insufficient funds, we can't take the money, it's your bank. All as I stare at the $600 sitting in my bank account and have contacted my bank personally each time. As far as taking out the money, they've threatened me and said "we won't just take out the $545 you owe us, we'll take it for next month too". So you can't take the original money out, but you can take $1100 with no problem?

8 minutes of telling me to go online and text them. Instead of answering the call and having me on hold for 8 minutes and 12 seconds, they would rather continuously tell me to text them.
I want to speak to someone. Emails go unanswered. Phone calls go unanswered. It's not a claim, it's to find out where the 'how she drives' device is. It was ordered over a month ago. I'm now looking for other insurance.

My home has been insured by Liberty Mutual for 30 years. In those 30 years I have had 1 claim. I am moving to Fort Mill, SC next month and have tried to get Liberty Mutual there. They stated that I was not approved by underwriting. One claim in 30 years and this is how they treat their customers. Those commercials on TV are nothing but a bunch of BS.