Liberty Mutual - Homeowners Reviews

My repairs should have been completed LONG ago, this should have been internally caught LONG ago, not SEVEN MONTHS LATER after I kept on pressing and pressing. Upon further investigation by reading reviews online, I have found that this is a common thing with Liberty Mutual and most of their insured, now EX INSURED, have had horrible experiences. I believe they did not act in good faith in handling my claim and this is an experience I wouldn’t wish upon anyone, much less a single, working Mom like me that has enough on her plate already.

I will now have to submit another claim and pay another deductible of $5,444 SEVEN MONTHS LATER and fully expect this to take several months, with multiple issues as well. This all could have been and should have been avoided if the proper channels would have been taken after my claim was filed. Don't get sucked in from their cute and funny commercials - this company is disgraceful GARBAGE, not mention how overpriced they are - after I closed my account with them and am now insured with a reputable, well known company, my rates decreased by over $1,000/year!!

Instead, they denied my claim based on vague and inconsistent excuses like “settling” and “preexisting damage,” which they pulled from thin air and never verified through an in-person inspection. They repeatedly contradicted their own policy language — which clearly covered the situation — and twisted my contractor’s words to suit their narrative.

Two representatives were assigned to my claim: Promesa Juarez-Reynolds and Evelyn Porter. Promesa responded to serious structural evidence with casual text messages and long delays. Evelyn provided copy-pasted responses that completely disregarded the documentation I submitted and ignored key facts and policy coverage.

Even after I hired legal representation, they refused to respond through proper legal channels, continuing to stonewall, stall, and manipulate the process. Their strategy is clear: delay as long as possible, deny valid claims, and wear policyholders down until they give up. I paid my premiums. I did everything right. In return, I was treated like an obstacle.

This company is not in the business of protecting homes — they are in the business of protecting their bottom line. If you’re considering Liberty Mutual or Safeco for homeowners insurance, I urge you: look elsewhere. When you need them most, they’ll disappear behind a wall of scripted denials and silence. Disgraceful, unethical, and deeply disappointing.

NOTE: This review reflects my personal experience and opinion, supported by documented communications, photographs, and written records. All statements are truthful to the best of my knowledge and are shared in good faith under my First Amendment rights and protections afforded by the Consumer Review Fairness Act.

Since then, they’ve reversed their decision without explanation, conducted multiple inconclusive inspections, and refused to reimburse me or even allow me access to the most recent inspection report of my own property. Despite repeated outreach, they have completely disregarded my concerns by refusing to address the clear discrepancies in their process and communication.

What’s even more alarming is the extent Liberty Mutual has gone to not help its own policyholder. The repeated delays, withholding of information, and failure to provide clear answers show a disturbing pattern of avoidance rather than support. This isn’t just mishandling—this feels intentional. I’ve done everything right as a policyholder, and Liberty Mutual has handled this with avoidance, inconsistency, and a total lack of transparency.

That afternoon, I went back to my underwriter, who said it was really high and they think I could get a better quote elsewhere. I told him to let me know and I would reach out to that company. Long story short, I ended going with another company. Erie, better policy, cheaper rates so far. Flash forward to December, I got an email notifying me I had a past due bill with Liberty Mutual. I contacted them that day and advised them I had only gotten a quote, had not actually agreed to opening a policy and that I had gone with another insurance company. She said, not to worry, she sees this all the time and that it is a common complaint.

She said she wanted me to send a copy of my current policy to a specific email address. I told her no, I would not be sending a copy of my current homeowner's insurance to anyone except for the bank that carries my mortgage. That my policy and information is private information. She said she would close it and notate the account. Call ended, thinking that problem was resolved. Flash forward to this month, MAY and I am now receiving phone calls and text messages from a collection company, they have turned the account over to. I contacted them and told them the same story, that the account should never had been opened to begin with. They said they would contact Liberty and get it resolved, but here I am, being charged ALMOST 1000 dollars for an account I never opened.

I came here looking to see if this has happened to anyone else, to make sure that someone knows about it. If this is not resolved, looking for other people this may have happened to. The account going on the credit report is one thing, but insurance companies have their own methods of determining your rates based on what other insurance companies report. So, I am concerned that this would cause an increase in my insurance rates across the board.

Liberty Mutual did their best to try to not acknowledge my claim. Recently, they finally agreed to pay out on my claim and of course they are lowballing me. My home has been like living in a construction zone for the past 11 months and still nothing is fixed or replaced, my premium is also high as well. This is completely unacceptable, especially since I pay my homeowners insurance every month rain or shine and I have to live in a home that’s hardly functional. I believe Liberty Mutual is acting in bad faith and they are not exercising due diligence, or ethics for that matter. I would definitely not recommend Liberty Mutual as an insurance carrier, they are the absolute worst.