Liberty Mutual - Auto
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About Liberty Mutual - Auto
Liberty Mutual offers several insurance types, including auto, rental and home, throughout the U.S. The company provides competitively priced home insurance, as well as add-on natural disaster coverage and discount options for new homes and policy bundling. Its user-friendly online platform makes it easy to request a quote and start a new policy.
Pros & Cons
- Discounts available
- Many customization options
- Customer service difficulties
- Not available in all states
Liberty Mutual's auto insurance is ideal for those looking to buy affordable and customizable coverage online. The company offers an array of discounts and custom coverage options.
Liberty Mutual - Auto Reviews
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They promise to help you until you want new parts, used in the repair process of your car. They Bully you using letters to intimidate, and cohesive you into going to the cheapest shops, then they only allow a small percentage of coverage to get the right job done, this is after, their policyholder hit You with their vehicle. You're the Victim, and you're treated like a prison inmate. They are dishonest, unethical, and disrespectful. It takes 30 days to get a simple 1,600.00 and the process is messy. Liberty Mutual is not a company to will stay in business for long. They do not have a value, respect, dignity, or integrity in their company and employee ethics.
Safeco Liberty is attempting to steal over $2,000 from my family by devaluing our vehicle. I am a Gulf War Service-Connected Disabled Veteran and recently diagnosed with a VERY rare lymphoma due to chemical exposure during my service. The last problem my family needs is entering conflict, fighting an "American" business. Safeco-Liberty Insurance, is a dishonorable "American" company. Two months ago, my wife was involved in a collision in our 2007 BMW 328Xi. It was the other driver's fault, Liberty deemed our vehicle a total loss and their insurance adjustor (de)valued our BMW, which had 190,000 miles and great condition, at only $4,155. So, we went through the other driver's insurance, who appraised it at $5100. That's almost a $1,000 difference!
Both use Certified Collateral Corporation (CCC), which has settled in multiple class action laws suits and paid out millions of dollars in settlements and stated their business model is to devalue cars to benefit insurance companies. Yet, how is it that Liberty cites a lower valuation? We then received appraisals from TWO different companies and BOTH valuations are $6,400. They were appalled by the $2300 disparity. Yet, they weren't surprised because the appraisal was predicated upon CCC. The Claim Service Representative, by the name Jessica, is extremely rude, unhelpful, wants me to rush and agree to their terms, and has the audacity to say in an email, it "is not a negotiation." I opted to exercise my 3rd Party Appraisal Clause and when I notified Jessica, she was clearly unsatisfied, and upon requesting the name of the appraisal company they will use, was hesitant to provide the business, which is SCA Appraisal.
I Googled them to learn they're just as unethical as CCC. Clearly, Liberty fears objective appraisals and will do everything within their to cheat customers. I received much better service and respect from Farmer's and will change insurance companies. I received better service and respect from Farmer's and will change insurance companies. Even if I weren't a service-connected disabled Veteran and without lymphoma, I should be treated with dignity, morality, and decency. I shouldn't be forced to waste valued time fighting this, which the stress caused me to spend two days in bed will not relent until I receive the amount of $6,400.
I was a victim of an accident where the other party admitted fault. Decided that did not want to sue because the insurance stated they would fix my car at any given auto shop. At the very start of the claim, Safeco/Liberty Mutual was very distant and not at all communicative with me about the process. I had to initialize everything with everyone in the process except the auto shop was impossible to get in touch with. Finally a month or more later I was able to get my car in the shop and they helped me to even get a rental car for work. I live paycheck to paycheck in these hard times and need a car for work every day.
Then the emails between Mr. ** and Mr. ** stated the rates and what they would be paying. Safeco in the rates was severely undercutting the rates given by the auto fix shop (the only Mazda-certified shop in Arizona). The great communications of the auto shop were met with very poor communications by Liberty mutual. This has to be the worst insurance experience I've gone through. Safeco stated that they would not budge and never contacted me about any of this, I had to find out when trying to pick up my car when it was fixed. I live an hour and a half away from the auto shop, not to mention throughout the process had to take 2 non-paid days off work (I can't afford this).
Safeco stated my car was fixed and needed to be picked up or I would have to start paying for the rental car out of pocket. The auto shop stated that same day that they would start to charge me storage fees if not picked up that day. When I arrived they stated that the insurance refused to pay the $770.47 for the labor fees and that I will not be getting my car back till it was paid. I don't have $770.47 for this surprise expense. I needed a car, communicating with Safeco/Liberty Mutual was no help at all. They said that I would have to cover this and that they would not be helping at all.
They said I get to pick the auto shop, but nothing was communicated about me having to pay this surprise expense and was never able to get in touch with Mr. ** throughout the entire process (called, emailed, voicemail). Communication was the biggest factor where Safeco/Liberty Mutual failed, because if I was told that I would have to pay for something that I know I didn't have the money for then I would have taken my car to a shop less expensive.
I started to feel our $8000+ auto policy was really high. I called and they wouldn't budge. With a 20 year old car on it we asked to reprice without the car and it went higher. So I called 4 other companies and ALL were in the $2000 a year range (within $100). So basically we have been policy holders for auto since 2007, 15 years. (And home and used to have boats, 2nd home and an umbrella policy). So cannot tell but seems like we have been paying $6000 extra for at least 5 years maybe longer. SHOP SHOP SHOP every year because we became complacent and never looked around again til now. Prices for our other insurance was quoted much less as well.
Both Maria and Belinda were awesome while helping my wife and I choose the correct amount of insurance while living on a fixed income. Switching to Liberty Mutual dropped my insurance cost by nearly 40%. I would highly recommend reviewing your insurance cost as not all companies are concerned about your financial situation. Paying for Insurance during today’s high cost of living is very difficult to do but you're glad you have it, if God forbid, you ever need it. Check out Liberty Mutual if you don’t already have it.
I have been a customer of Liberty Mutual for over 7 years and have never had to file a claim. Recently I was involved in an auto accident where my vehicle was struck from behind by another car. Patrick ** was my assigned claims representative. I cannot stress enough what an absolute horrible job he did as well as his supervisor Christopher ** in handling my claim. Initially absolutely no contact involving answering questions with the involvement of my claim. Once contact was made after multiple calls & emails made by me reaching out over and over, so much time spent on my part just to get some clarification. It felt like I was just missed accidentally, but I wasn't, the initial conversation ended with "We understand, WE apologize, and We will make it right and take care of YOU.". They did not at all and I have yet to still receive a check from them involving my deductible.
My accident happened in February, it is now May 19th. Stephen ** was placed as my new claims Representative and again false promises, horrible return phone calls. I just recently called on Monday again about my deductible and an agent said would you like me to put this in as a high priority. I said of course I would like that and then I was instructed I would receive a phone call the next day. Today is Thursday May 19th 5:30 pm EST and I have not yet received a phone call or an email or a text or a message through their app. Just downright out unacceptable. I hope this reviews helps people out there who are deciding of what insurance company to go with. Unfortunately I picked the short straw!!!!
I should have gathered how awful this company was by the simple fact that they use an Emu for all of their commercials. I've never had an organization work SO HARD to lose business. After providing all the documents asked of me, they refused to take something off the account that was their error. Admittedly their error. When I pointed out that it was their error, they ignored me.
I helped a friend acquire a vehicle and put my name on a loan and they happen to get into an accident with a deer and totaled said car they were using Liberty Mutual as their insurance provider and I told them to park the car at my house so I could look at it too and find out what they're going to offer for the vehicle coz I might be interested in keeping it since I was on the title and the lien holder on it. Instead they decided to trespass on my property and take that car without permission that I have the title for and now they're trying to tell me where that car is located is none of my business, how I'm going to get it back is none of my business and they still haven't paid me my friend or my bank who financed the car a nickel for it but yet it's in their possession. I'm feeling a whole lot of legal gray areas and I'm about to lawyer up on them. I hope they enjoy paying out lawsuits
LM take care of my vehicle. I crashed my car twice and I don't have any issue. They take care of everything even my car rental while waiting for my vehicle to get fixed. The customer service is easy to talk. Happy with our INSURANCE COMPANY.
I had my auto and home insurance with Liberty Mutual for over 10 years. When for the first time I filed a claim they increased my premiums almost double what I was paying for. I decided to go to another insurance company and I'm glad I did. No loyalty with Liberty Insurance.
My experience with customer service and getting a hold of my broker have been terrible. I purchase business insurance with Liberty Mutual, But since then can not get a hold of my Broker. I have reached out to him 5 times with no response over 4 weeks. I also wanted to access my portal with liberty Mutual and can not get an email confirmation from them.
So I called the corp office and they sent me to 6 different people and never resolved the problem. Then I called their sales for car insurance for our three cars and they quoted the same policy for $5,500. I currently pay $2,400 with State Farm and a 1 million dollar umbrella policy. I believe I made a big mistake with Liberty Mutual for business coverage, I can't imagine how they will be if I ever have a claim. I will be canceling and going with a different carrier.
Horrible customer service. Broken process. They transfer you from one department to another and nothing gets resolved. Rarely do you get someone helpful over the phone. Also, after a total loss, they kept charging me, and 2 months later when I questioned them to refund that they said it was my duty to cancel my policy after a total loss. So they want you to keep paying for insurance on a stolen/total loss vehicle. That is ridiculous. Stay away from this company. It's only easy to hire the policy, after that your life will be hell.
My policy was cancelled without my knowledge, after being renewed. I was driving around thinking I was covered, until they sent me an email a few weeks ago. Also, I had a car accident in which my car was totaled. The remainder of my car supposed to had been paid off. I added that feature on to my plan. It actually wasn’t paid off. The claims agent took it upon herself to change the numbers, never stating that my car balance wouldn’t be paid off. The remainder balance is now on my credit. Putting me in more debt, as I’ve had this over priced car insurance during a pandemic, while unemployed.
I had an auto policy through Liberty Mutual. In the middle of the coverage period I started a new job. I was out of work for 5 months. I was on the verge of my policy lapsing. I called LM and spoke with a rep. I asked him to give me the exact date my policy would cancel. The rep was very accommodating and provided me the information. I got paid the day before it would cancel. I go into my account the next morning to make the payment and it was cancelled. I was given the incorrect info by the rep. At the end of the day, it was my fault it cancelled.
I tried to reinstate the policy immediately. However the new rate was much more than I could afford. I asked the rep what I would owe on my final bill and he stated it would be $41.40. He said I would receive a final bill within 10 days. I received a bill 12 days later for $97.10. Huh??? So I called Liberty Mutual. Spoke with a rep who said she shows I owe $41.40. She was confused regarding additional charges. So she transferred me to another department. After waiting on hold for 25 minutes I had to release the call. I called back the next day and spoke with another rep. Again, he was baffled as to why the additional charges were added. The final bill I received was not itemized, it just had the amount that I supposedly owed. This rep also transferred me to another department. After on hold for close to 30 minutes, I again released the call. I then decided to file a complaint with BBB.
Several days later I receive an itemized bill for $97.10 in the mail. There were at least 20 credits, deductions and late fees. It was crazy. I'm still trying to figure out how a late fee was charged 10 days after the policy was cancelled. Again, I have no issue paying what I owe (I have actually paid the $41.40). I refuse to pay the additional fees. I was told by Liberty Mutual reps that's what I owe and that is all I will be paying. It was my fault it cancelled, I agree but I will not be fleeced by Liberty Mutual.
I was insured L.M.I, for 16 mo. When I first got my policy I put 276.00 down for full coverage on 2018 VW Beetle. I thought that was Great, the agent was very informative and took the time to explain the policy. 139.00 mo. And it should go down in a year. When insurance companies were mandated to give Covid 19 Rebate I wasn't never notified by email or phone so I call to inquire about the refund. I was told, "It's over." I asked the agent, "Was the refund for All Liberty Mutual Customers?" He said, "Yes. They were notified." I said, "Well I wasn't." He told me I would probably get a lower Bill.
After renewal my Bill was 139.00. My decrease was 125.00. My Bill was going to be lowered anyway for no accidents, DUI, tickets. I Just thought that was a bit unfair. Before Covid I didn't drive a lot. Between June 2020-39,000 - October 2021. 42,674. Well I don't have to deal with that anymore. I sold my car. Good bye Liberty Mutual. That's the only reason I have to give this rate today.
They sent me a check for 5500 for my totaled out truck when the skirted flatbed alone is worth that much. Truck is worth at minimum 18,500. Now I have to do a whole bunch of extra work to prove the worth of my vehicle then maybe they'll send me more. Better yet it took them 2 months to pay the little bit they did and I've had another claim open for around 6 months. They have ton the car in still no payment.
They're shady. I called them on 10/25 to get auto and homeowner policies. I specifically told them NOT to start the policies until 11/13. After viewing my accounts online, the effective day for one of the policies didn't start on 11/13, it started on 10/25. Also, they told me that it won't be drafted from my checking account until 11/13, but they charged me on that day! One was for $305.50 and another was $1,646. I called them to ask for the refund. Before getting off the phone, they said that it was processed. A couple of days went by and I still didn't see my money. So, I gave them a call. They said they had no record of it. At this point, I've decided to cancel both policies. Today is 11/3 and I still haven't received my money back yet. What I've learned from this experience is that I'll never pay anyone using my checking account anymore!!!
I needed to trim my budget so I got an auto quote from Geico that was $50 less than I was paying LM. I switched to Geico. They are trying to Bill me for a month that they did NOT cover my vehicle. They sent the bill to a collection agency. Of course I am denying the debt. Get over it LB. I went to another provider I could afford.
They extend claims processing till the very last date allowed by state law. If your state allows them 30 days to open the claim, they will take 30 days. If they have 45 days to pay after the claim is opened, they will wait 45 days to pay. If you want your claims processed in a timely fashion or that of the person you hit, so you don't have a lawsuit filed against you, select another carrier.
Liberty mutual is a fraud and a scammer insurance company. That's the best way I can put it. My girlfriend met in an accident on September 3, 2021. We both spoke to the adjuster that day. Today is October the 16, 2021. All now we have not heard from him back. She got a rental from Enterprise and they took it back from her because Liberty stop paying for it. We live in Connecticut and go to work in New York. What Liberty want us to do. Walk to work. My girlfriend is a EMT. Anyhow after calling Liberty mutual every day it's a different story all over, they say they would call you back but that never happens.
Spoke to a manager yesterday. She telling me a different story. She said a different department is handling the claims now. This is **. After over a month of calling liberty mutual they telling me this. This is a Damn joke. Liberty mutual is a waste of time. I am still paying for insurance for a car that is not driving, have no rental because liberty wait till your rental runs out and then no help from them. I have 2 cars with liberty mutual and I am leaving them asap. I am telling all my friends and family to stay away from these scammer insurance. Please people stay away. They are jokers and they will not help you in any way. Liberty mutual it hurts to know you do these things to hard working people around the world and rip us off our hard working money and then throw us under the bus.
My wife hit large pothole that caused severe damage to both right side wheels and suspension. Took to dealership service department for estimate. >$7,000 in damages. Reported incident to L.M Auto Claims dept. Sent detailed report from dealership. L.M sent check for $753 for refurbished wheels and 2 tires. Called Claims to correct shortage and policy states parts will be OEM. LM Claims dept told me not all parts on quote from dealership were needed and closed claim. I had them reopen and insisted they pay for all repairs listed by dealership for damaged/bent suspension and wanted OEM wheels, not refurbished. They stated that my policy had a clause that allowed them to use the refurbished wheels and their claims agent didn't see any additional damages. The agent never went to dealership to inspect.
We had the dealership service manager demand that LM send someone to inspect. Another person assigned to claim. They agreed to pay $3800 worth of suspension damages. I have a $500 deductible and have been a LM customer for over 10 years. This is the third claim that I have had with LM and they didn't pay the other claims either.
I will be reporting my 3 cases to the SC Insurance Commission. I urge everyone to look elsewhere for their insurance coverages. Liberty Mutual does not pay claims as represented in their policies. Liberty Mutual has been a horrible experience for me and has cost me 1 totaled vehicle that they refused to pay for. $43,000 in damage to kitchen due to pipe burst which they refused to pay anything on. And finally my wife's BMW damage that will be costing me $500 deductible (as expected) plus over $3,000 out of pocket to get vehicle restored to pre damaged condition. They are a horrible company and I will be taking my business elsewhere.
Why NOT to take your business to Liberty Mutual Insurance:
1) They hike up you premium rates at each renewal, even if you don't have an accident, a claim, a violation, never been late on your payments, NOTHING.
2) Apparently they got rid of their customer support: you are more likely to win the power ball jackpot than to find a number to call on their entire useless website.( with exception of the advertised number to join as a new customer (victim).
3) After you call the new customer # be prepared for a long painful runaround before you speak to anybody (have your blood pressure Meds in hand, and 911 on speed dial in case they give you a heart attack).
4)Website is useless with a stone age virtual assistant that has only a few generic questions already in the website. And there is no option for the BOT to find a live agent for ya.
5)When you finally speak with a live person, all I got from him as an explanation for my unwarranted premium hike...."I have no explanation other than the liberty's rates went up, and the discounts you had are no longer applicable!" (Bear in mind there was no changes whatsoever in my life from last year to this renewal: no accidents, claims, violations, nothing).
6) All this nightmare is me doing nothing not filling a claim. NOW think of yourself as liberty mutual future customer who is in a position where he needs to file a claim!! If you ever file a claim....well I refer you to reviews from people who have!! Read reviews from people who filed a claim with liberty and see how many stayed with them.... None!!.. Hell I'm looking for a new insurance and didn't even file any claims.
So I have had my first claims with Liberty Mutual, what a nightmare with the claims department. I had spoken to 5 people in the claims department and zero resolutions and more of victim shaming. I was a victim in a horrible accident and Liberty Mutual is my insurance company. I have spent more than my deductible and I filed for reimbursement and I was told that I might be able to write that off on my taxes. The claims department has screwed up from the beginning by filing a abandon vehicle and kept my truck in private impound for 2 weeks. While my truck was in impound the so called adjuster sent my a fake estimate. This is a horrible company. I filed a complaint with the Arizona Department of Insurance.
I was on a hit and run in February 2021. The driver was renting a car via TURO app. As Liberty Mutual was responsible they are not fixing my broken car. It’s been seven months and my adjuster is not answering my calls. I have a All State insurance and my adjuster is trying to reach out to liberty mutual adjuster and the adjuster is still not answering the calls. I have evidences. It hurts to see my car like that every time I drive.
Our vehicle broke down on the outskirts of town around 7pm. We called Liberty roadside assistance to get a tow. We were on the phone for 45 minutes. We told the person that we could get a ride home, and come back in the morning if it was easier since she seemed to be having trouble pinpointing our exact location & it was getting dark. She said we could make an appointment to meet the tow truck in the morning. She asked, "What time do you want them to be there?" We said 7:00 a.m. would be great! She said that was available. "I will set it up, and the tow truck will be there between 7 and 730."
My husband woke up next morning to go meet truck. We got 3 texts saying "We apologize for the delay. We are still working to secure service for your vehicle's needs. You should hear from us again shortly." Well, it's been 3 hours & there is supposedly a tow truck on the way. He is still an hour out. Oh, btw, we had to call SEVERAL times to get ANY info. Absolute incompetent company!! They told my husband that they were having trouble finding a company due to bad weather. LOL!! There's literally not a cloud in sight! Liiiieeeessss!!! We will be switching companies ASAP! LM has lost our business!
I guess all insurance companies are great if you never ever have to file a claim! Liberty Mutual, oops! I mean Safeco is the absolute worst insurance company on the planet! Stop throwing your policy premium payments into this Massive Black Hole! Cut your losses and get out! Before it’s too late!
Liberty Mutual has one single goal and that is to make money. They do not care for their customers who they sell policies and earn premiums. The company when faced with paying uses the tactic of delay, defer and defend. My situation is not unique and Google them under bad faith. They are a large insurance company that spends a lot of money on advertisements that have no truth to them. When you google Liberty Mutual you will find that they do not treat their policy holders well when there is a claim and become adversarial. My situation was terrible and is a nightmare. As such if you pick Liberty Mutual then you are risking not being taken care of when or if they are needed. Adjusters misrepresent facts and make false allegations to minimize the amount they will pay on the claim.
Insurance companies claim they are victims but they are predators that are waiting to get their prey and cheat, misrepresent and underpay on valid claims. The insurance company gets away with everything as they can claim that a defense when written by them is not a lie but if a customer sends them anything that is not worded in their manner they verbally attack you and want you to lie and per their policy help them defend a claim where liability cannot be contested.
When you have a claim you will find out how bad this company really is. They farm you off to a company called Servco who are loss adjusters and things go downhill rapidly from there. They also have a 1 star review and that should tell you everything you need to know.
Liberty's current advertising slogan is basically a scam. Several times during any day, it states "ONLY PAY FOR WHAT YOU NEED" while it's illegal for any insurance company to sell a coverage the customer doesn't want. In my opinion, the commercial violates the truth in advertising law that states, when consumers see or hear an advertisement, whether it's on the Internet, radio or television, or anywhere else, federal law says that ad must be truthful, not misleading, and, when appropriate, backed by scientific evidence. I don't know if anything can be done, but consumers should be made aware of this, especially if they're planning on purchasing insurance from Liberty because of the slogan and believe that Liberty is the only company that does this. Thanks.
I'll try to make this as simple as possible... I was a Liberty Mutual customer for 13 years. My auto insurance had slowly risen for three vehicles and two trailers to almost $7,000 a yr. I finally got up off my butt and did some research I got the same exact coverage from Arbella and saved over$ 2,600 a year. I can only imagine how long I've been taking this beating. I never really had looked into it because I had been under the impression, as a long time, well-paying customer, I would be appreciated .there was no way it could be any other way... I was wrong and I'm deeply disappointed. Don't bother with them... If they don't take advantage of you today they will eventually when you're not looking and don't expect it... And the new unaffiliated agent who found me that insurance said he sees that all the time with Liberty Mutual. So there you go do you need to really hear any more?
Liberty Mutual - Auto Company Information
- Company Name:
- Liberty Mutual
- Year Founded:
- 175 Berkeley Street
- Postal Code:
- United States
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