Liberty Mutual Car Insurance Reviews

I wish I could give 0 stars!! My parked truck was hit while I was sleeping, police report filed, and this was the other partys insurance I had to deal with. Truck has been at the shop 20 days, both the shop and I have requested an appraiser to come out, and instead of honoring that request, Liberty mutual rather drag things out by demanding photos sent online by older "non-tech savvy" mechanics. You will be paying for that extra time I'm stuck in this rental car too! HOW ABOUT YOU LISTEN TO YOUR CLIENTS INSTEAD!! My auto shop was rated 5 stars BTW... Liberty Mutual has 1.3 stars. Who is the real problem here!!

We were hit by someone insured by Liberty Mutual. Our car is totaled but this company is offering us so far under market value (market value is being based on appraisals by a reputable insurance auto appraiser) that we can’t begin working towards a new car. When we speak to Liberty Mutual, we are told that they do not care and will not negotiate with us. We are now going to have to sue Liberty Mutual which is unfortunate. This is horrible and I actually feel bad for the people insured by them because they will be listed in our lawsuit.

Liberty Mutual removed my roadside assistance without my permission or request when I renewed in 2025, was never notified or told this happened. Fast forward to July 7th 2026, I needed a tow. Called roadside, was informed I don't have it, and was surprised and told them that I have always had roadside on my vehicle. The rep looked back and did see that they had mistakenly removed it when I renewed in 2025, but not to worry. Pay out of pocket and I will get a reimbursement in full for the tow, $165.75.

Liberty Mutual has provided the worst customer service I have ever experienced. My business insurance policy was canceled after the company claimed I had not paid. I obtained proof from my bank that the payment had been made and sent that documentation to Liberty Mutual. Even after receiving proof of payment, they have refused to refund the $1,581.98 they collected. Instead, they are withholding my $1,581.98 refund and demanding that I complete an audit before they will release money that, in my view, should have been returned immediately.

Terrible service on my last two auto claims, waited almost two months for my car as Liberty delayed the process, I will be looking for other companies soon.

Customer for 6 years total, when they abruptly rewrote my police two months into it, and more than doubled my premium! I spent months trying to correct and finally got a gentleman who helped and assured me my premium would stay at the normal “pre rewrite rate.” Two months later? They did the same thing. My payment is $400 more per month now, and they’re just now telling me the reason this all happened was because “they had an It issue which deleted my original policy and they had no choice but to request a new one and double my premium.” Kind you, I’m insured for the same amount of coverage as the old policy. Actually, everything was the same as the old policy except for the price…. So go figure. Crooks. Now I’m having to find an attorney to fight them or I have to sell or lose my house. Do not ever give these people your money.

I requested roadside assistance at 5 o'clock in the morning reporting I was locked out of my car and couldn't get my worked stuff until the car was unlocked. I received a message saying they would be there in 65 to 95 minutes, then another saying 50 more minutes, then another saying 45 minutes. I was standing out in the cold and missed out on 4 hours of overtime pay. I finally had a friend come help because after 4 hours nobody had shown up. Roadside assistance and customer service to remembered lost wages was absolutely horrible.

I had an extremely frustrating experience handling a total loss claim with Liberty Mutual/Safeco and will not be continuing with this company after this claim is closed. The biggest issue throughout this process was communication, lack of transparency, and lack of attention to detail. I repeatedly informed my adjuster via email that I was surrendering my totaled vehicle to Liberty Mutual. The tow company had already picked up the vehicle, yet the payment portal still incorrectly reflected the LOWER “owner retained” payout amount, deducting over $4,000 in salvage value as if I were keeping the vehicle. I had to personally review the settlement documents myself, identify the discrepancy, and continue following up to get answers. At no point was the situation clearly explained until after multiple emails and unnecessary stress on my end.

Refuses to pay for needed repairs and no customer service. My New Lincoln Navigator (9-months old) was rearended by a pickup and shoved into another pickup. No fault crash and the four other vehicles involved had little or no insurance, so I claimed it thru my policy. It was challenging to even get to speak with a real person, I had a $500 deductible and ended up having to pay over $3,000 to get my car back because they would not pay for the repair time necessary and would not pay the full cost of getting all the safety features back to original condition. The adjuster and estimator were out of state and never looked at the vehicle and refused to pay my dealer recommended shop because their "time" for repair was different and would not pay the cost of getting all the sensors and electronics reprogrammed.

To Whom It May Concern,

This is a terrible company with nice ppl working for them. My policy was cancelled due to someone else filing a fraudulent claim against my stepdaughter (who was on my policy). I got a new policy with State Farm for half the price. Then I get a bill in the mail for the remaining of my policy that they cancelled. You can't set up a payment plan, can't use the app or website and good luck finding a human to talk to. At this same time my mother is dying from cancer and I'm one of her main caregivers, she then passes away 2 days before my payment was due. When I finally reached an actual human to ask about payment options I was informed I have none and I would be sent to collectors. They did at least say sorry for my loss but we can't help you. Don't expect a company with any kind of heart or soul with Liberty Mutual, don't let the cute commercials fool you

I had Liberty Insurance for my car. One day I got a ticket for speeding. On my next bill with Liberty, my bill increased by close to $200. I called them, and that's what Liberty told me. The guy on the phone also said for the next 3 years, I will be paying $200 extra for each year. I told him the police already punished me and I should be punished like that since it was my first speeding ticket. He didn't care, so I cancelled my insurance. Beware drivers, Liberty are greedy crooks.

I called Liberty Mutual’s RightTrack program today and spoke with Oscar. I was asking about driving weekdays from 3 to 5 pm and how that is counted against your driving score. As the recorded conversation progressed, Oscar informed me it was OK to mark some trips as passenger even though I was the driver. This is insurance fraud. INSURANCE FRAUD IS A SERIOUS CRIME IN NEW JERSEY AND PERHAPS OSCAR NEEDS TO BE RETRAINED!!!!!

Liberty Mutual are thieves. I was quoted an original price of $1,150 for my 6 months. My 18 year old daughter pays her insurance. They keep adding her a driver and are saying I owe $798 for her when I did return it. I had spoken and received it. It looks to be changed because I did electronically sign it. I returned it but they had changed my amount again saying I didn't sign it and refuse, REFUSE, to remove these months of coverage for her. They are totally unrelenting and against their customers. Stealing $800. I will not pay it.

I got hit by their client and they didn’t do any of the leg work and all they did was fight to get the cheapest parts possible on my car. Mira ** was the worst agent I have ever had to dealt with. She never answers the phone or returns calls. The rest of her team wasn’t any better. If you get hit by a Liberty Mutual client good luck!

If you think you are safe because you have Autopay and "bundled" insurance, read this. I am a neurosurgeon and have been a loyal Liberty Mutual customer for years. I recently found out I was uninsured only after being involved in an accident. How they failed: Liberty Mutual transferred my policy to Safeco without my consent. In the process, they shut off my Autopay without telling me. When the new bill from Safeco went unpaid (because they turned off the autopay), they cancelled my policy.

Customer service is awful. They sent mail to my address. I told them it wasn't mine and not to send ANY mail to my home. They said okay and tried to verify my information and I refused to give it. They somehow had my information and sent mail with my name on it. I called to tell them to stop again and the guy started asking for my information, then asked for my card information so I can pay them to send me a gift card.

If you’re considering Liberty Mutual, think twice. My recent experience with their claims handling has been extremely disappointing. After an accident at my own residence — fully captured on video — Liberty Mutual assigned me 20% liability without providing any clear explanation or documentation to support that number. Despite multiple requests, they have refused to share the evidence, internal notes, or guidelines used to justify their decision. The video clearly shows their insured accelerating, following too closely, attempting to pass on a narrow residential street, and failing to use a turn signal. Liberty Mutual ignored these facts while selectively applying Texas law against me.

A person who had Liberty Mutual Insurance backed into my car while it was parked on 10/31/25. Claim #**. They admitted fault. I have a witness, pictures, etc. All the adjusters assigned are all on leave and I can't get in touch with anyone to get my car fixed. A Robert ** calls and when I pick up the phone is disconnected. When I try to call back no one answers. I recommend that if you get into an accident with anyone who has this insurance to call the police and have them arrested because this company is a sham.

Here's what you need to know if you don't want to read my in-depth description of my terrible experience with Liberty Mutual: according to JD Power, they rank second to last in customer satisfaction of all car insurance companies in the northwest region. You may be tempted to go with them if they offer you a good price (though we just switched to State Farm and are paying less than half for the same coverage, so chances are they're actually overcharging you too). But ask yourself this: what good is that if they completely botch your claim and then stubbornly refuse to take responsibility for it if you ever need them?

My recent claims experience has been very disappointing. After another driver backed into me, my car requires nine days of repairs. I had to miss work to manage the situation, and when I inquired about reimbursement for my lost time, the claims agent informed me that they would not provide compensation. While I understand company policies, the agent’s response was unnecessarily rude and dismissive. Overall, the process has been inconvenient and frustrating, and I would hope for more professionalism and empathy in future interactions.

I am writing to formally address my ongoing claim, which was opened on May 6, 2025. Although Liberty Mutual has acknowledged responsibility for this claim, I am extremely concerned by the lack of progress and meaningful action. Initial Submission: Claim #**: May 6, 2025: I sent an email to Michelle ** with all the requested attachments (photos, quotes, and estimates).

I had an automobile accident and filed my insurance claim with Liberty Mutual (LM). LM directed me to take my car to Serpentini Willoughby Hills, its business partner garage. I drove the car to the garage, as instructed by LM and was told the car was being repaired. I did not have rental coverage and rented a car out-of-pocket. After about two weeks, I called the garage for an ETA on repairs and was told that it was "locked up as a total loss" the day after I brough it in. When I called LM because my app indicated that the car was being repaired, LM agent didn't have any record of the total loss. I had to beg the agent to call the garage for clarification.

I was shopping for cheaper rates and Liberty Mutual approached me to earn my business. I told them what I want to pay and not to waste my time otherwise. Like I was talking to the walls. Or tell them to waste my time. I am paying 177 for two cars with Progressive. I want to pay less. Only one car requires full coverage. They insisted on talking to me. Guess what: they gave me a rate of 351/month. And said that to me with a straight face. I told them not to waste my time. And they sure did. Incompetency coupled with disrespect.

Liberty is a fraudulent operation with questionable accounting practices. Their calculations for my totaled VW changed with every email, often in their favor, and lacked accountability. My car was totaled through no fault of my own, and insurance is meant to mitigate such losses, which is not what I experienced with Liberty Mutual. Far from ensuring my protection, they sought to deny me fair compensation for my loss.

I've had Liberty for 4 years. In that time, I've been in two accidents which were both determined to be the other driver's fault. Liberty was decent to work with which is why I'm giving them three stars. In each experience, they covered the costs and basically did the bare minimum in terms of communication and urgency. They are good about making the claim, helping with a tow and the immediate coordination. Everything after that is a drag-out affair

I added Towing to my Insurance and when I actually needed the service Liberty Mutual didn’t provide the service. I then had to pay an outside towing service. Liberty Mutual refuses to remove the Tow claim from my account. This is causing me to be stuck with Liberty Mutual, my premium is higher with other insurance companies because of the towing claim. Liberty Mutual doesn’t disclose that having a tow claim brings your premium up. I’m paying $570 a month for partial coverage which is ridiculous! Was told by Allstate and others that it takes 3 years for the tow claim to drop off my account.

Seems this company is quicky getting rid of Florida policies. I never received any phone calls, emails or anything in the mail that I was coming up on my renewal. I was under the assumption that my policy would be debited from my bank account. I received notification today that I have been canceled. When I called customer service their response was sorry, I need to find another company, no intent to help me out or continue my policy. Beware of this company as they offer poor customer service

You’d better hope your vehicle is never hit by a Liberty Mutual Insurance insured driver. They insure Lyft whose driver hit and totaled my car. Their insured admitted he hit my car and the police found him at fault but not a cent from Liberty Mutual. I will have to sue Lyft and the driver apparently. Liberty Mutual is a shady company who does not deal in good faith despite their stupid goofy ads.

After 3 years of on time payments with Liberty Mutual I miss 1 payment due to my checking account and debit card being changed due to fraud. They sent my account to collections who states I owe $900. Are these people high?? I was paying monthly and missed 1 month which was $298 dollars. I didn’t even cancel as I planned to just make up the payment when my next bill was due. I am so mad!! I didn’t even call LM as I’m sure I’d get nowhere and just get more frustrated! Who sends people to collections after 1 month?? Especially if the person had a good payment history with them. I wasn’t a priority since I don’t have high end cars that require the highest coverage.

I applied for Car insurance, not life insurance and to be turned down because of my credit score! Tell me what to do a credit score, got to do with you. Paying your insurance out of a $2000.00 paycheck???

These 1 star review idiots are false advertising. They're on the TV every 5 minutes promising to save you 100's of dollars. If you haven't reroofed, replumbed, and rewired your home in the last 2 years they can't help you!

I think these guys are purging old customers who want old fashion customer service. Young people who will do everything online. Better up the marketing budget for the younger generation and get rid of us old folks who have been with you for 15 years. Don't buy insurance from these guys, I have not been surprised by the 1 star raitings on B+B and many other sites, check it out. Would like to have gone lower than 1 star but not possible.

I filed an auto insurance claim with Liberty Mutual after my vehicle was damaged in a collision in December 2024. The company issued a preliminary estimate that did not include all visible, documented damage—including damage identified by a certified repair facility. Despite multiple requests, Liberty Mutual refused to revise the estimate upfront and instead insisted I authorize repairs based on the incomplete estimate and rely on post-repair supplements. They also implied the process would be smoother if I used one of their preferred network shops, which raised concerns about pressure and my right to choose my own repair facility. When I declined those terms, they indicated they would consider the claim “inactive and resolved,” despite the dispute being ongoing.

Liberty Mutual Car Insurance is a thieving Lying corrupt Company in my opinion. I attempted to add another vehicle to my policy and they would not add it because they considered it a commercial vehicle. My bill was paid in full on the first of the month, on the 5th of the month I canceled because I found another company to get all of my vehicles on one policy. After paying my bill of 199 dollars which covered me to the next month and only using Liberty Mutual for 4.1 days they refunded me 8 dollars. I hope this company experiences massive loss of revenue and customers. They absolutely suck. Karma is as Karma was.

Let me preface this with stating that all insurances suck! They do not look out for anyone but their own pockets. If they can get away with providing you with less than standard, that is the goal. I did not have a good experience with liberty insurance. Poor customer service. They want to get rid of you ask quickly as possible with any concerns.

I was with Liberty Mutual for a couple of years yet. Had to leave them immediately after they believed a scam, and even after I beat it in court and had my case dismissed this company, Liberty Mutual still filed that I was in a wreck. And it was my fault. Let me start from the beginning. Imagine somebody running into your car while it is parked, you don't realize it as you walk out. Get in your car drive away until a couple of days later. When Liberty Mutual calls me out of the blue and says, there is a claim against me. Very, very long story short, because I found out everything in hindsight, so much later. Somebody hit my car while it was parked and then so they didn't have to pay for a rental car accident. They parked immediately, waited for me to come out of the building. I was in and followed me. Took a picture of my license plate and called the police traffic division. With a story that I just hit and ran.

This company is completely fraudulent. They added a fully insured person to my policy without my consent and backcharged me for several months stating this person needed to be insured from a specific date. These charges totaled $2,000 and my regular monthly insurance was only $280. They justified this by stating they mailed me a letter that I never responded to, so I was given notice of this involuntary additional person to my policy and never responded. I never saw this letter, nor did I ever believe this was possible. No one called me to make sure I received proper notice. The letter wasn't certified. They kept calling it a legal letter. Well, if it is legal then shouldn't I have been served proper notice. Just because you have found a loophole to get away with stealing doesn't mean you should steal.

Had Liberty Mutual with no issues prior to moving to California. Was told they don't write policies here anymore. Found new company. Called to cancel only to find out they operate under a different name and I could have stayed. Later received a bill after switching that I could not pay online or get a person to assist with. I waited for the collection agency to contact me and paid it off that way. Stay classy, Liberty Mutual!

All I can say about Liberty Mutual is RUN... Find any other company but them... Your insurance will triple after the original time and they basically just laugh at you. Then, I cancel the insurance and they have sent a request to collections for over $400.... They are CRAZY.... It is ridiculous to do people that way... A bunch of thieves is all they are... Go anywhere else but Liberty Mutual. I wouldn't even give them one star if I didn't have to..