Liberty Mutual Reviews 

Ease of application in addition to fair premium

Leo was great to speak to. He was polite and helpful throughout this process.

After more than 40 years with our local insurance agency and over 20 years insured through Safeco (now Liberty Mutual), we have made the difficult decision to move all of our insurance coverage elsewhere.

This decision has nothing to do with price. In fact, we're willing to pay more for an insurance company that we trust to investigate claims fairly and objectively.

Our experience with Liberty Mutual's claims department was incredibly disappointing. The original denial of our claim relied on a sump pump that did not even exist in our home. After we pointed out that error and provided documentation from our plumber identifying an obstruction in our plumbing line, the basis for the denial changed. Rather than addressing why the policy's exception for an on-premises obstruction did not apply, Liberty Mutual concluded the loss was caused by an off-premises sewer backup.

Throughout the process, we submitted additional documentation, obtained written clarification from plumber, researched the weather event, and asked specific questions about the evidence supporting Liberty Mutual's conclusions. We never felt that our information was given meaningful consideration.

Instead, it seemed that the explanation for the denial evolved while the outcome never changed.
Perhaps the most disappointing part is that this came after decades of loyalty. We insured our home, two automobiles, and our boat, filed very few claims over the years, and had never before had a claim denied.

The people we dealt with were courteous, but courtesy alone is not enough when you lose confidence in the fairness and objectivity of the claims process.

If you're choosing an insurance company, remember that the real test isn't how easy it is to buy a policy—it's how you're treated when you need to use it.

Unfortunately, our experience with Liberty Mutual's claims handling did not meet the expectations we had after more than 20 years as customers.

SLOW unresponsive representative. MANY negotiations w body shop and LM resulting in my car being in the shop for almost a MONTH.
Paid MORE $$ for liberty mutual insurance but got LESS!!!

I'm happy having yall aboard, thank you kindly!
My apologies but, I don't Facebook!!!!

Your commercials are insulting. ‘Only insure what you need?’ How the hell do people know the future? You must feed on the stupidity of ignorant fools. I change the channel every time your commercials come on. Damn insurance companies….

Your commercials repetitively play one right after another to the point it is causing me to have nightmares from the jingle and affecting my mental health yet when I try to reach a live agent there is not one in EXISTENCE! Throw this whole company in the GARBAGE! They must be using all the money from the claims they deny on a daily basis to utterly infest our tvs with horrible ads of them playing tennis with an EMU!

They lessy to my concerns and addressed it

Liberty Mutual collected our homeowners insurance premiums for more than 15 years, during which we had only one minor claim—a broken window over 10 years ago.

Then they suddenly decided not to renew us, citing several minor property conditions. Their representatives repeatedly told us that if we corrected those items, they might reconsider. We spent several thousand dollars fixing everything, only to be told afterward that they would not insure the property regardless.

They should have been honest from the beginning instead of leading us to waste our time and money.
Liberty Mutual was happy to take our premiums for 15 years when we cost them almost nothing, but dropped us as soon as they perceived any possible risk (California luxury property).

Apparently, they only want customers who are easy money—not customers they may actually have to insure.

Avoid Liberty Mutual!

Helpful, professional, and courteous

Agent Orlanda was GREAT, best prices,

It is easier for me to work with my bill on the computer then on my phone or waiting for a paper bill that I have not been receiving for a while for the monthly payment.

The quickness and politeness. They took really good care of me.

Tony Schiavone

Good attention to details over the past year.

Home insurance is fine: reliable with good communication. Car insurance is a compound never-ending nightmare: they didn't tell us we'd be charged for the extra days the (totaled) car was in a garage after the claim was processed, which meant almost $2,000 was deducted from the claim. Our perpetually “out today” rep (Brittany Winborne) didn't answer our calls the entire week while this was happening--or ever again. They didn’t remove the car from the policy (though I completed the online process for doing so and submitted documents they required) and charged us for nine months after it was totaled. One rep promised to refund the above charges, then another emailed saying they couldn't, with no explanation of why, and no phone number or direct email for her. Whatever savings Liberty offers (especially to teachers) are more than offset by poor communication, disorganization, lack of accountability, supervisors who are slow to respond, and employees who are actively hostile to the clients they supposedly protect. If you want a car insurance provider who will make your life hell and waste unbelievable amounts of your time, choose Liberty.
Update: Liberty's email below is purely performative: they asked for all the information about the above (which was already in their records from the original claim) and wasted MORE of my time pretending to do an escalation (and expressing faux concern about our treatment) that was just a repeat of the original escalation and resulted in nothing.

The staff was very helpful and courteous

They responded to my accident claim swiftly and handled all the details, the towing company arrived quickly and the agent stayed in touch the whole time.

It appears that the cost of your excessive commercials falls onto the customers.
Liberty Mutual gives push back when informed they are overcharging for a coverage.

U get ur bill, it’s Due within 5days of receipt. No other company asks to be paid within 5 days. Just look at ur mail.

The attention that Agent gave to my situation and the end result.