Liberty Mutual Car Insurance Reviews

I got sideswiped while I was fully stopped at a stoplight in June, but my claims agent didn't believe my account of the accident and initially held me liable for the accident. She was very dismissive and adversarial in the phone conversation informing me of this decision. I found out months later that even though she had dash cam footage of the incident, she somehow didn't review the part where the actual accident occurred. Fortunately, her supervisor reviewed the footage and pointed out that what I'd reported was 100% accurate and that I wasn't at all at fault for the accident.

Once they finally had the full picture and had come around to my account of the accident, my claim went to arbitration and they found in my favor. Frustratingly, they didn't communicate this to me at all, so I spent months thinking that I'd been found liable and had no idea that anything had changed with my case. I found out when I got a payment reimbursing me for my deductible, which was a nice surprise, but definitely didn't make up for being gaslit for months.

I reached out to my agent for an explanation, but she would only send back very short, terse responses that didn't answer my questions. Finally I asked to put in a complaint with customer support and her supervisor wrote back, informing me that she had reviewed the dash cam footage and corrected agent about what happened and that she mentioned that in the future agent should be more active in communicating what's going on in a claim.

But it was a very brief boilerplate message with no offer to talk further, no desire to follow up or get more information, no explanation for how I could go months thinking I was at fault when the opposite was the case or that my case had changed drastically from what I had last been told. Certainly no attempt to make things right or any concrete assurances that something similar wouldn't happen again. I told her that I'd lost faith in Liberty Mutual to represent my interests or advocate on my behalf. No response to that.

In response to my negative review on another site, a member of Liberty Mutual's Presidential Service Team reached out and he was very nice. But it was like pulling teeth for him to admit that Liberty Mutual had made any sort of mistake in the first place by not believing my account of the accident and not watching the full dash cam footage and barely catching that mistake at all. All he could say is that he would add that to my agent's coaching file and that he "hoped" she wouldn't make a mistake like that in the future.

The part I found most concerning was that when I told him I worked really hard to try and handle this privately but that their system made it impossible to make a formal complaint to a customer service representative and the only reason I'd been put in contact with him was because I wrote a negative review, he said he was sorry for my inconvenience, but he did not acknowledge that the system is difficult to navigate or that anything could be done to make it easier. So I can only conclude that the system is designed that way intentionally, so customers can't give them feedback. So don't expect Liberty Mutual to do anything if you ever have any issues with them. Their system is designed to prevent just that. I have lost faith in Liberty Mutual to represent my interests, and I would strongly recommend any potential customer to look elsewhere.

Follow-Up Emails: May 9, 2025: I followed up to confirm receipt and request a status update. May 26, 2025: Another follow-up requesting an update. June 10, 2025: Requested an update on the claim, referencing the claim number. July 3, 2025: Asked about the status of the repair check and inquired about a rental car. July 9, 2025: Sent another follow-up for an update. July 23, 2025: Expressed frustration, requested next steps, and mentioned willingness to escalate if necessary. August 18, 2025: Left another voicemail, warned of escalation to the California Insurance Bureau if no response by Wednesday, and noted my detailed log of communications. September 2, 2025: Sent a final follow-up asking for any updates.

In addition to the emails, I made two weekly follow-up calls and voicemails from May through September, with most calls resulting in voicemail and only two actual conversations, both of which resulted in unfulfilled promises.

According to LM agent, the garage did not appropriately upload their request and so LM never received it. Agent said the car would be repaired. It took another two weeks for repairs. When I called on the estimated completion date to ask about it, I was told that the car was finished days before but "just died" and they couldn't figure out why. Serpentini said they were awaiting approval to have the car towed to a Nissan dealership for troubleshooting. The car sat at Serpentini for several more days before being towed to Nissan. When I expressed to LM that I should not have to cover the full cost of rental considering all the mishaps of its garage partner, LM agent indicated that they would help with some of the cost of the rental; that I should pay the invoice and then send the invoice to her.

After several days, I heard from LM that Nissan indicated that the problem was the starter and LM assessed that it was not part of the accident so would not be covered. I had a vehicle inspection report from mid-May (a month before the accident) that indicated that the battery, starter, and alternator were all in good condition prior to the accident and associated repairs. LM didn't care and I had to pay $1,200+ out of pocket for an aftermarket starter before Serpentini would release my car. Once I finally did get my car back--now six weeks into the claim--I paid for the rental and sent the invoice to LM as instructed. LM responded a week later that they would not cover any of the rental as the agent previously told me they would. LM does not care about its members. Be warned.

Their claims representatives were unpredictable, seemingly deriving satisfaction from my discomfort. It is disheartening to encounter a company so focused on maximizing profit at the expense of fair claim payouts. Melissa **, the Liberty Claims Team Manager, appeared to revel in the power of denying rightful settlements, which is extremely distressing.

Having paid my substantial insurance premiums to Liberty on time for 5 years, totaling over $25,000, it is disappointing to see them renege on their promise to protect my investment. A company like this is not acting in the true spirit of insurance; they seem designed to collect premiums and minimize payouts without any real accountability or concern for their clients. I would advise anyone to think carefully before purchasing insurance from Liberty Mutual.

Recommendations: 1) Ask the auto shops in your area which insurance company is best to work with. 2) Read the fine print on the rental car coverage. It's not that it's bad, you just have to understand how it works. I did not feel intentionally ripped off, it was just confusing. 3) There are savings if you use their app and let it track your speed etc. That was a cool perk and appreciated. I'm still insured by them, but my expectations are low for insurance companies. Also their commercials are annoying and play too much on MLB.TV. 3 stars