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Complaint Details
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Initial Complaint
09/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We have been customers of ********************************************* for almost four years and have never submitted a claim that was our fault back June *********************************************************************************************************************************************************************************************** all the years we have always paid on time and never had any other issues. We received a letter today that stated we were being dropped for THIS INCIDENT ALONE. they advised they are a low risk company. This is incorrect! They are a NO RISK company. Weve paid for years our premiums and have never needed them and the time we do we get dropped.
Business response
10/03/2024
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 October 3, ******, by email.
Sincerely,
The ******************** Team, Liberty Mutual GroupCustomer response
10/03/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Mandy
Initial Complaint
09/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have been a customer of the ******************************************************************************************* for 30 years. 30 with my car and 24 with my home. I recently went to pay my bills and noticed my home insurance was no longer on the site to pay. I found that they cancelled my coverage after only 6 days of being late. No late fee, no phone call, no written notice...only 6 days. I have called a few times and am told there is no way to speak to a supervisor or manager and that there is nothing they can do as it is against their policies. I had one person tell me a supervisor would call me back in 48 hours, only for the next person to tell me that the first woman lied and there is no way to have ta supervisor call back. I am now shopping elsewhere and pulling my car insurance from them as well. I am not a habitual late payer, or this would all make sense. I just think this is important for insurance shoppers to be aware that Liberty Mutual has no ***** period and will not reinstate policies whatsoever for those in **********, even long-time loyal customers. Please feel free to contact me for any questions you may have. I will be happy to share.Business response
10/03/2024
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 October 3, 2025, phone.
Sincerely,
The ******************** Team, Liberty Mutual GroupCustomer response
10/03/2024
[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
09/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
After the car accident, the other party informed me that the initial repair estimate was approximately $3,229.33. However, I received no direct communication from Liberty Mutual Insurance regarding the claim status, the repair costs, or any significant changes to the estimate. It was not until I was contacted by a debt collection agency that I learned the total repair costs had escalated to over $10,000. The accident occurred when my vehicle collided with the right side of the other partys car, specifically damaging the right door. However, the evaluation includes charges for repairs that are not associated with this impact, such as repairs to the windows, the roof, and the trunk. These areas were not affected by the collision, and these unreasonable charges $6, 000 have been improperly added to the report.Furthermore, when I reached out to the insurance company for clarification, I was told that letters were sent to me but were marked as undeliverable. Upon investigation, I found that the company had provided an incomplete address, which intentionally prevented me from receiving these critical communications. Despite this, they made no attempts to contact me via phone or email. I believe this points to a deliberate effort on their part to avoid transparent communication, which I suspect is a violation of consumer rights and insurance regulations. I believe this situation involves unfair business practices, lack of proper communication, and potentially fraudulent charges. I am seeking your intervention to ensure that this matter is properly addressed and to prevent this company from continuing to exploit consumers in a similar manner. I trust that your office will take the necessary steps to hold this company accountable. I request a thorough review of the charges and a revised evaluation that accurately reflects the actual damage caused by the accident. Please remove any unrelated or unjustified charges from the final bill.Initial Complaint
09/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Filed a claim for storm damage to my home 6/30/24. Have send updated estimates to Liberty Mutual several time. They do not reply. When trying to talk to them, they request I leave another message with the agent that does not reply. I was told to get ahold of their claims team. I have tried and have more water coming in my house.Business response
09/27/2024
We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry. A detailed response will be communicated directly to the consumer by email.Customer response
09/28/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Initial Complaint
09/23/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Liberty Mutual cancelled my policy in ending June 7 or 8 2024. I acquired new insurance, June 7. And after they cancelled my policy they kept sending me bills. Then sent me to collections. I dont owe them I paid them up until they canceled me. Please zero my bill out and cancel my collections and this should not go on my credit of so remove from my credit. I paid my bill on time and they tried to take a payment after they cancelled my policy and messed my account banking account up because I have to pay for new insurance.Business response
09/30/2024
We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry. Please know we are directly communicating with the customer as of September 30, 2024, by email to resolve their concerns directly.
Sincerely,
The ******************** Team, Liberty Mutual GroupInitial Complaint
09/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Liberty Mutual rep. ****** is ignoring my calls and my American Family Insurance agent calls.Liberty Mutual's insured driver HIT my car and cause money DAMAGE.Liberty Mutual need to pay up!Their driver is at-fault. The police report backs that up!Business response
09/27/2024
We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to the customer's inquiry. A response has been communicated directly to the consumer on 09/27/2024 by email.
Sincerely,
The ******************** Team, Liberty Mutual GroupInitial Complaint
09/21/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I had an insurance policy with liberty mutual, number AOV-291-******-4523, but switched to State Farm in February 2024, policy number 551 9399-B05-36. Liberty mutual never gave me insurance without paying first. They are trying to charge me for services never rendered. This debt is not mine.Business response
09/26/2024
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 26, 2024, by email.
Sincerely,
The Presidential Service Team
Liberty Mutual GroupInitial Complaint
09/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 08/26/2024 ***** and other cities were hit with a storm that also came with strong straight line winds. The combination of wind and rain were fierce enough to knock down massive trees and bring down fences in my neighborhood. On my property, I had a big tree limb fall on my home, but with the ***** of god, it didn't damage my roof. However, my fence was damaged, panels were knocked down and it pushed certain boards off it's normal line. Long sections of my fence are now structurally compromised. It also caused a section of my retaining wall to fall. I filled a claim the next day with my insurance agent, ***** ****. Explained to him what happened, and sent him photos of all the damage. I also reached out to Exteriors Plus to have them send someone out to assess the damage. Both ***** and the Assessor from Exteriors Plus agreed the damage was caused by the storm the night before, and they would work with the claims adjustor to get things worked on. It is now 09/20/24 and I received a email and phone call from ****** ******* saying they were denying my claim to fix the retaining wall because of act of nature. That my policy didn't cover this for non dwelling collapse. However, as I look at my policy, I have extended Dwelling coverage, and pay extra for an umbrella policy. Everything on my ****** App and policy documents doesn't adequately list the exclusions I am being told apply to my case. Plus, they have changed the reasoning for denial a few times. And they even tried to deny that the tree debris removal wasn't covered on my policy UNLESS the tree damaged my home. Several weeks later, after I pushed the issue they all of a sudden changed their ruling and paid my back for the tree limb debris removal. They are also only offering my a fraction of the money needed to fix my fence. Even though I have replacement cost coverage on my policy, they are trying to give me cash value of a portion of my fence damage.Business response
09/23/2024
We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry. A detailed response will be communicated directly to the consumer by email.Customer response
09/24/2024
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 # ********.
I have tried for several weeks to communicate respectfully and promptly with the claims adjuster/representative of Safeco Insurance by Liberty Mutual, just to be given different reasons to deny my valid storm damage claim. Even my Insurance Agent agrees with my storm damage claim. As of today, I havent received any further communication from Safeco Insurance / Liberty Mutual since my denial letter. So Ive taken further action by filing official complaints with the ************************* and the ***************************. I am also seeking legal counsel as the reasons for denial received are invalid and have changed multiple times.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
Business response
09/27/2024
On September 26, 2024, an email was sent to Mr. ****** informing him that we have received his formal communication from the ******************************** and we will respond accordingly regarding your concerns. To ensure our response is cohesive, our representative will provide one response to the ********************************* Once we complete our response to the ********************************, the Department of Insurance will contact you directly to discuss your concerns.Initial Complaint
09/19/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
My mother passed away 4/23/24 and my sister and I are trying to cancel her auto policy with Liberty Mutual. I had added my card to the account to keep the ********************** active while my sister was in the process of obtaining her own insurance as she co-owns the car. Liberty Mutual was advised of this several times, and we have been given the run-around and different information on what they need to cancel the policy. We have sent in documents, yet they have now charged me over $400 on a policy with a deceased insured. I keep calling and have sent several emails, however they have not/will not freeze the account when they have documentation the insured is deceased. I am beyond exhausted trying to get them to just close the account and get my money back. No one I talk to seems to be competent enough to handle the situation and I keep getting passed around. This type of customer service is asinine and in fact, I will be looking for new insurance for myself.Business response
09/27/2024
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 27, 2024, by email.
Sincerely,
The ******************** Team, Liberty Mutual GroupInitial Complaint
09/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Claim #: ********* Date: Feb. 8th, 2024 Payment: $2,000 Deductible Paid Description: Insurance repairs after a no-fault accident (vehicle hit stationary object). Liberty Mutual/****** has been one of the most unprofessional companies to work with. Over 6 months have passed and they have not been responsive to my emails or requests. I am still missing parts to my vehicle and a payment that they accidentally sent to the dealership. Over $50K in supplement repairs were made to my vehicle; not once did the company send an insurance adjuster and instead forced me to take photos of my own accident to verify damages. They have not been helpful or responsive; I am reporting violation of Texas Law ******* "Prompt Payment Claims Act" due to lack of acknowledgement, investigation, and timely closure of my claim.Thank you,Business Address:Liberty Mutual ******************************* ***** Rep: ******* **** ************Business response
09/26/2024
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 9/26/24 by email.
Sincerely,
The ******************** Team, Liberty Mutual Group
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Customer Complaints Summary
2,679 total complaints in the last 3 years.
839 complaints closed in the last 12 months.