Liberty Mutual Customer Reviews
Founded in Boston in 1912, Liberty Mutual has been selling auto insurance since the days of the Model T. Instead of advertising with spokespeople or cartoons, they stress responsibility as their core principle. You’ve probably seen some of their car insurance commercials.
Liberty Mutual has offices in 45 states and is still headquartered in Boston, Massachusetts. If you’ve have or had Liberty Mutual insurance, leave a review about your experience – good or bad. To see reviews for a different company, checkout these auto insurance reviews.
For State Farm reviews, click here.
For Plymouth Rock reviews, click here.
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Reviews (34)
Sara
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I had liberty mutual for 36 years and my rates continually increased. Called for assistance for lower premiums and could only help by raising deductibles and lowering coverage. I called for rate quotes from 5 different insurances and was offered better coverage and a lot lower deductibles for half the price. Never been so happy to leave a company.
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Tanner
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Liberty Mutual is never their for their customers and rip people off. They find whatever loophole that they can to not pay legitimate claims. The adjuster denied the claim without even coming out to investigate and then back pedaled and said that he would when confronted about it. Not a company I trust any longer.
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franklin frogge
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Expensive and terrible customer service. When I challenged why my rates keep going up I keep getting told its because more people are driving and medical expenses are going up. I have good credit and a perfect driving record, I should not have to keep paying more year after year.
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George s
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I have been with Liberty Mutual for many years. I have had my ups and downs with them. Their service center is not always the easiest to work with, but they are on top of it when it comes to technology. I like being able to manage most of my account online.
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B.X. Pretzel
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My car insurance company, Liberty Mutual, is great. My agent is very friendly and gets back to me right away when I have questions. By far, they are the company that offered me the most affordable rates. I bundle my home and two auto insurance policies with them and they could not make it easier for me. I dealt with their claims department this past year when I was the victim of a hit and run accident and the process was very smooth, from reporting the claim to having my car repaired at a local auto body shop. I had went to the hospital to have X-rays done after I was feeling sore from the car accident and my claims representative also promptly paid the medical bills I received in connection with that hospital visit. It was painless for me and very easy to deal with. I have been with this company for several years now and my rates do not increase except for a reasonable 1-2% year over year. Overall, I am more than pleased with Liberty Mutual and I would recommend their services to anyone who is looking for a new reputable insurance company. They will not beat around the bush and will work with you to find coverage levels that fit your needs and budget. If you want to add additional coverage to your policy, it’s always really easy to just quickly message or call my agent and have whatever changes I need done to the policy completed right away
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Hannay
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I am happy to be a proud customer of Liberty Mutual Insurance Company Ltd. I am a good driver and I am very much careful on the streets. I was one day hit by a car at a turning point and my car had to suffer unnecessary damage. I approached my auto insurance company and the inspectors of the company came to my house.They reviewed the damage caused to my vehicle and after proper inspection, they took photographs of the same. The inspectors called me to the company office and told me the they required to complete proper formalities for processing the charges for damage. They studied my driving record properly and they found that I had not caused any accident in the last ten years. I am in fact a good driver and I drive my vehicle very carefully and with utmost care. I got the recommendation of this company from one of my relatives who himself owned an auto insurance policy of this company. I also carefully reviewed the feedback of this company online before applying for an insurance policy for my car. The application procedure was really fast and at the same time their claim processing procedure is also fast. Within a reasonable amount of time they processed the insurance claim and I got back the cost of my damage. They deserve credit for such a positive review from my side. I would definitely recommend this company to my other friends and relatives as well. At the same time I would give them five stars.
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Amy Harrison
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Liberty Mutual are scammers!!! I think there are a bunch of fake reviews on here because if you look at their FB page there are tons of bad stories! I was with them for > 20 yrs and always paid more than other people. My rate was $129/mo and I had auto-pay. Without stopping my auto-pay they hiked my payments up to $518.75/mo!!!!! and took that without me noticing… They scammed me for almost $5000 dollars when I finally noticed! They are Thieves! Do not trust them!!!! I was with them for years!… loyal customer…. always paid on time! They suck!!
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Dawn
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Nice rates, poor service! This unorganized insurance company handled a property damage claim very slowly and unprofessionally. Even though I’m located in NY, they had their Florida office handle the claim. No insurance adjuster even came out to see the damage! It took a lot of arguing and documentation to finally settle the claim. Months later, my daughter had a car accident and needed to see a doctor. The medical bill for her claim STILL has not been paid. Despite numerous calls to the insurance company, where I get to speak with a different person each time, I get different stories from the company. A year later, I’m STILL trying to get medical bills taken care of. The company’s lack of understanding is very disappointing. They make it easy to obtain their insurance and make it affordable, but when a customer needs assistance – they cannot be bothered!
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Nate Alpheaus
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Liberty Mutual auto insurance is an affordable insurance, but still provides great service for the price. I have had Liberty Mutual insurance for 5 years and have a very positive experience with them. I change to them, because my friends told me I was paying way too much for car insurance at my previous provider. So I called a quote line and was recommended Liberty Mutual. After talking to customer service agent Dan whom was very friendly and cooperate with me, he gave me a quote for $168 a month. I was very pleased with the amount as it was nearly half of what I was currently paying.
Since joining Liberty Mutual I have never had a problem with them sending ID insurance cars or with them raising the prices. My rate has actually lowered $20 dollars since my original quote for safe driving and no accidents. I have never got into an accident, so I don’t know first hand how good there at dealing with that, but they claim there is no depreciation on damages to cars. Liberty Mutual is a grade A car insurance provider at a low cost and great customer service.
A few things I should point out is that I have never had a major accident or car damage, which explains my low car insurance rate, even through I do not own a home. However the great customer service is the best thing about them, as you want people you can trust to handle your car insurance. I have no complaints about Liberty Mutual.
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C Whittaker
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When I first received my drivers license over 20 years ago I chose the most popular option at the time. I don’t want to give the name of the company, so just let me say they were going to save me 15% in 15 minutes. What a horrible idea. They received my payment 1 day late(even though I had mailed it a week early) and they dropped me…without notifying me for 30 days. This meant I was driving uninsured for a month. Had I gotten pulled over I would have gotten a ticket, and I didn’t even have the slightest clue about the entire situation.
I switched immediately to Liberty Mutual. At first, things were pretty normal. Standard business such as good rates, decent people to deal with, and quick replies. Things you would expect from any business that actually wants to keep your business. Here is the kicker: It is the easiest company to maintain that typically awkward relationship that only exists with people you give money to that you have no real idea who they are. They send me renewal cards, before they expire, and without asking. I don’t know if other companies do this, and quite frankly, I don’t care. I just love the idea that they are taking care of me.
How are they with claims? I don’t know. I’ve never had to use them once.
This of course means my rates are super low. Do you know who gets me the cheap rates? They do. Without me having to call and haggle with them. I did have to call them. Once. It was regarding a tow for a broken down vehicle, and I wasn’t sure if my specific plan covered roadside assistance. It didn’t, but that didn’t matter because they answered my call quickly, they were quick to point me in the direction of an inexpensive option, and most importantly they didn’t try to up-sell me on my policy over the phone while I was being inconvenienced with a broken down vehicle. In an industry that is all about money, I can’t really believe a different company would resist the urge.
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Anna W
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I have been a customer of Liberty Mutual for nearly 10 years now. I switched from Progressive when I purchased my home. Progressive (at that time) did not offer homeowners’ insurance and I was told that it is always best to use the same company for auto/home insurance so I switched to Liberty Mutual.
My experience with this company has been okay but I am not so satisfied with the rates I am paying for my auto insurance. I am a 49 year old woman with an excellent driving record (no moving violations, no speeding tickets, etc.), but Liberty Mutual continues to raise my rates. I am paying $1200+ per year for my auto insurance! I think that is absurd. That’s how much young kids pay for insurance because they are a big risk. I am not a risk. I drive a very small car (Chevrolet Sonic) and I don’t drive very much. I go back and forth to work (only two days a week because I work from home three days a week) and I go to the grocery store at least once or twice a week. In the almost two years that I have had my Sonic, I have only put on 14K miles on it. That is well below the average.
I wish I could figure out why I am being charged so much for my insurance. I keep thinking about looking for another insurance company to switch over to and I just put it off because it’s such a hassle. I have told a number of people how much I pay per year and they told me that something must be wrong or you need to switch to another company.
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Brian
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We have had this specific policy from Liberty Mutual for 45 years now. I can tell you that this company is with you every step of the way and will bend over backwards to help you. Recently, one of our vehicles was involved in an accident and Liberty handled the claim like a true professional. A deer ran in front of the car at 70 mph on the highway, but somehow did not total it. Liberty arranged for the car to be fixed at a prestigious collision repair center and provided us with a new rental car. The best part is they did not raise our rates at all. It was very easy to put a claim in and when we got the car back, it was good as new. A few weeks later, we noticed that the A/C was blowing hot (this is a new vehicle keep in mind) and we contacted Liberty, who told us to take it back to the same shop. They determined it to be a defect from the repair and replaced the A/C unit at absolutely no charge. Liberty Mutual was very helpful every step of the way and I am very glad to have them as my insurance company. They are professional, courteous and have great rates. Not only that, but they will pay you more than any other insurance company when you need it most. We are satisfied and will continue doing business with Liberty Mutual for all of our auto insurance needs.
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Mike Clark
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I recently had an Auto Flood claim with Liberty Mutual. I read the reviews by others, and was very concerned. Boy, was I ever wrong!! You probably won’t believe this about an Insurer, but a few days after we had come to an agreement on a Value for my flooded Volvo, which I felt was rather low, I recieved a call asking if they could review my cars evaluation, which had been done by an outside agency. After two days, they added nearly $500 to my agreed upon settlement! How can that be??? An Honest Insurance Company!! My hat is off to Liberty Mutual, and to there great staff. Thank You Michael, Vicky, Camerena, Julie; and Latham for going the extra mile with my claim. Tell your employer that I’m a Customer for Life, and whatever you guys are paid, it’s not nearly enough!! Thanks again, Mike C. in Rockaway Beach, Oregon.
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c loving
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I absolutely love Liberty Mutual insurance, I have them for both home and auto. My twenty year old daughter was recently involved in a hit and run accident. Liberty Mutual guided her through the process of reporting the accident including calling the police. After making sure she was not injured and didn’t need medical attention, they had her car towed to the nearest certified body repair shop that day and had her in a rental car in less than an hour.
Liberty Mutual continually called both her and me to keep us in the loop of everything that was going on during the repair of her car. When the car was repaired, she went to pick it up, the shop overcharged her on her deductible. Liberty Mutual called the shop (on a Saturday) and informed them of their mistake. My daughter had the charges removed immediately. Even after the process was over they called both me and my daughter to make sure we were both happy with the workmanship of the repair, and to make sure that there was nothing else that they could do to help us. It is not often that a person will give out their cell phone number, but my daughter was so scared after the wreck, that the lady helping her give hers in case she needed anything after she was off work that day.
This company truly cares about their policy holders and it shows all the way down to the customer support team.
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Victim of Lib. mut client
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We were hit by a Liberty Mutual customer via a car crash. After 4 weeks we still do not have ANY type of closure. They do not return calls about the claim. They are saying that their client is 90 percent at fault and we are 10 percent. Saying WE should have seen their client backiing into us and should have avoided the accidint. They offer their body shop to fix our car which most likely has an exclusive contract with. Our attorney says this is a ploy or SCAM Liberty Mutual uses to save millions on claims. We are pursuing legal action. DO NOT USE THIS COMPANY. Unethical in every way and very unprofessional…….
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Ashley Peggins
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I switched to Liberty Mutual about 4 years ago because they offered a discount for a company I worked for. The price was way below what I was finding elsewhere but I bundled it with my house insurance and it was an excellent rate. I have been really impressed with them.
Last year when the rates went up I called them and asked if there were any discounts I could get to lower my payments and they looked and found some that lowered my payments. When the rates went up this year some I called around at other companies to see if I could get a better rate and I was surprised at how much more the other companies were charging compared to Liberty Mutual.
Earlier this year I rear ended someone and was sure my insurance was going to go up and I called them and told them about what happened and they said it would only go up a little bit and sure enough it only went up a few dollars from last year.
Their customer service is always friendly and will bend over backwards to try to accommodate and help me. I never have any billing issues with them and they are very comprehensive in what they offer. We have basic on one vehicle and full coverage on the other and feel like our rates are really good, especially since
I just spoke to my parents who have a different company and their rates went up by $500 this year when mine only went up a few dollars. So we have been very happy with Liberty Mutual.
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Andrea cole
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About two years ago our rates at Aaa spiked a bit high so we started shopping around for car insurance. We finally found liberty mutual and love them. Not only do they have the best price we have ever found but they are also very friendly and have great customer service.
They didn’t even bat an eye when I called and said I need replacement insurance cards because my puppy chewed them up we actually had a good laugh. Whenever we call we are helped promptly and with a very nice attitude from the operator. They fully explain our questions asked and the experience is great.I have never needed to call about an accident but I’m sure we would get great service then to.
A couple times liberty mutual did raise our rates. But when I called and questioned this rate hike they explained to me calmly and with out any attitude what so ever why we were getting a rate hike. And their rate hike was not a lot of money like Aaa it was a mere ten dollars. Upon further inspection of looking around at other insurance companies again we found that liberty mutual still had the best prices in town.
We have been very happy with liberty mutual and expect to stay with them for quite some time in the future. When our daughter starts to drive in a couple years we expect the same great rates and experiences we have been getting. We will stick with liberty mutual!
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D
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The price is high, but you definitely get a good product from it. It isn’t publicly owned, so they aren’t worried about the bottom line for investors, which is a nice thought. I got hit in the back of my car once in a parking lot, and Liberty Mutual took care of me and made sure it was ruled 100% the other person’s fault. I had to make a claim, and ended up paying 0 at the end since the other person’s insurance covered even my deductible (once it was through subrogation). I would highly reccomend as long as you’re willing to pay the cost.
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Ramdas Karuth
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I am somewhat satisfied with this auto insurance.I have had this for more than twenty years.There are some drawbacks as well as many advantages about this insurance.The main drawback of this insurance is that their prices are obscene.Even though their prices are higher,their customer services are awesome.They clear every doubts in an efficient manner.You get what you pay for.
When I bought a car,I insured it through them.At that time,they quickly set me up with an online account and bill pay.They responded to all my questions very clearly but while I had an accident with that same car,this was not the experience.
When I called them to make a claim,they told that they would send someone to look the car.They came very soon and looked inside the car to get a proper evaluation.When the car was getting repaired,The repairer said that the car was having much damage than evaluated.
But the only positive thing that I have to say about this site is about their customer service.The customer service is better than any other insurance.I would give this insurance company three out of five stars.These stars are due to their customer service.
It’s very expensive,regardless of what type of plane you have.But my friend had a very good experience recently while his car was hit while parking.He called the Liberty Mutual and they took care of the whole thing.Thus,I came to know that they are a good Auto insurance company.They arranged for a garage to pick the car and done all the repairs.They were very friendly towards him.
This made me to feel proud about the Liberty Mutual.Overall,I would definitely recommend this auto insurance.Every company might have some drawback as they are human.But I like this insurance company.
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N. Yamamoto
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Liberty Mutual has always provided me with great customer service. As a loyal customer of theirs for 5 years, I have never run into any problems with them since I switched to them as my insurance provider from Geico.
Good customer service, speedy responses to my emails, and good low car insurance rates are some of the positive things about this company. However, one of the more annoying things that they do is email you annual surveys to update your insurance policy every year. The questions are really broad and your answers to them will affect whether your car insurance rate increases or not. One of the questions on the email was something about how many miles do you commute to work/ school per week- I wrote down 30 miles, since at that time I was driving about that amount to my on-call job.
I only work about two to three times a month however, and that one little answer made my rate double in price! To my disappointment of a much higher bill I had to call Liberty Mutual’s customer service line to see if they could lower my rate since I do not work full-time and really, I barely work at all. I was very impressed with how quickly they answered the phone. I wasn’t kept waiting and put on hold for more than one minute, unlike other insurance companies where they make you listen to terrible jazz music for at least five minutes while you impatiently wait for a live person to answer your call.
After explaining to my representative what had happened with the email questions, he understood my situation completely and lowered my rate back to $48 a month. After all, it didn’t make much sense to pay such a high rate when in reality I don’t drive far distances very often. I was very happy with this.
I found it somewhat annoying that the survey sent to me via email put me through the hassle of updating my policy which I then had to call customer service to change anyway, so my advice would be just to call a representative directly when the time comes to update your policy. You might have to go through that extra step anyway, so save yourself a step and don’t bother with the email.
If you are looking for a car insurance company with decently priced rates and good quality customer service, I would recommend checking out Liberty Mutual.
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Jason B
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My wife and I have been very pleased to have Liberty Mutual as our automobile insurance company. Overall, they’ve been quite good to us.
Recently though, we’ve noticed that our auto insurance costs seem to be rising more than we think they should. When we check with the company, they tell us that we’re getting preferred rates because we’ve got our homeowners insurance with them as well.
Also, I don’t quite know why they haven’t figured this out yet but we don’t currently have an active salesperson associated with our account. Our original guy retired years ago. Now look, not having an insurance person call and bother you isn’t the worst problem in the world, I confess. At the same time, when you need a question answered it can become a tremendous chore.
The phone support specialists at Liberty Mutual are quite good. At the same time though, the very idea of having to dial their 800 number, wade through the myriad touch tone options only to be put on hold can be enough to dissuade you from actually asking your question.
All in all, for well over 20 years now, the fine people at Liberty Mutual Insurance have done an outstanding job keeping our family insured. We’ve had about four accidents in that many years and, on each occasion, we thought the staff handled things very well. In addition, we were never disappointed by any remuneration offered us. In each and every case, the people at Liberty Mutual gave us fair market value and then some. About 10 years ago, my 1995 Toyota was run hit and run into a ditch by a drunk driver. I was taken to the hospital. Never once did I worry about a replacement for the car because I just knew Liberty Mutual would provide well for me and my family.
On another occasion, Liberty Mutual even paid for a missed day or two of work. We’ve been pleased also with their coverage options and the clearness of their bills. Sometimes it can be difficult to look at bills from insurance companies. Not so with Liberty Mutual. I do however miss having an agent, despite what I may have mentioned previously. I wonder why they haven’t identified this yet. If I had to choose another insurance company right now, I’d be more than a little disappointed as Liberty Mutual has been one of the best companies I’ve dealt with in my adult life.
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Samantha C
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I have been associated with Liberty Mutual Insurance for about two years now, and I have had nothing but positive experiences with this company.
In the past I have not been someone that will jump from company to company just to save a few dollars, especially if I feel that my current company is providing me with excellent service. I was satisfied with my previous insurance company, except the fact that the price was increasing at a rather rapid pace. I received information from Liberty Mutual regarding a substantial discount I qualified for because I am an alumnus from a particular university, so I decided to switch.
The process of switching from my old insurance company to Liberty Mutual could not have been any easier, just a 10 minute phone call and a few short emails was all it took. I feel I am paying a fair price for my auto insurance, and in the almost two years I have been a customer of Liberty Mutual my rates have not increased.
Since I have been associated with Liberty Mutual I have not been bothered by them, and when I have sent in a request to receive new I.D. cards their service has been very prompt and excellent. I have not had any claims while I have been with Liberty Mutual, so I cannot give an opinion on their claims service.
I do have a relative that is also a customer of Liberty Mutual that was in a minor car accident in the past year, and she has stated that the service she received was outstanding. She said that the customer service representative that she dealt with was very understanding, courteous, and stated several times that he will try to make the claims process as quick and painless as possible. She stated that the entire process was indeed quick and mostly painless, and the only minor difficulty she had was with the insurance company of the at-fault driver. She simply stated that her entire experience with Liberty Mutual has been very positive and that she was completely satisfied with their claims service.
I do not have anything negative to say about my experiences with Liberty Mutual Insurance. I have been very satisfied with their customer service, price, billing practices, email correspondence, and the overall company has been a pleasure to deal with. I would recommend Liberty Mutual Insurance to anyone that may be looking for a quality auto insurance company.
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Diane G
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I have been with Liberty Mutual since 2005, through three different cars. I had two concurrently, and now I just have one. During the seven years, I had to call for their assistance two times, and both of the times, I was very impressed with their service, their representative, and the follow up I received.
The first time I had to call was regarding an accident. I was side swiped by a large truck on a busy city street. The truck driver immediately admitted that everything was his fault. He did not want to concern his insurance for whatever reason he may have had, so he paid in full for my car to be repaired on his own. However, my mother who was visiting from out of town was in the car with me, and Liberty Mutual went out of their way to explain to her that at no cost to her or me, they will reimburse her medical costs related to the accident. Fortunately, she wasn’t injured, but had that been the case, I am glad to know that she would have been protected by my insurance for her medical costs.
The second time I had to call was regarding an incident that I had no knowledge of. I don’t know where, when, or how it happened, but one day I noticed that the driver side of the bumper and the grill underneath was cracked and hanging inches lower than on the passenger side. I didn’t want to drive around with parts of the car hanging off, so I called Liberty Mutual to tell them what I saw. They immediately made an appointment for me with the body shop that they use for an estimate, and once the estimate was approved by them, that was that. I think it took total of four days from when I called them to when my car was fixed. All I had to pay was my deductible at the body shop and Liberty Mutual took care of the rest.
Now I always wondered if I should switch my insurance to some other company because I felt that my monthly premiums could be a little cheaper, and I’m talking few dollars here really, but I am glad that I stuck with them for as long as I have. I don’t see myself changing any time soon either as even with the payout, my monthly premiums have not gone up yet.
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d. snow
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My company is Liberty Mutual and they are not the best company I have had service with.
Once, I crashed my motorcycle when I was 22. This crash occurred as a result of my bike skidding out on some gravel that fell out of a governement utility truck travelling directly in from of me. Liberty Mutual told me that the crash was my fault and was not covered in any of my various policies. I argued that it was not my fault but that of the truck in front of me and even hired a laywer to fight my case for me. Nothing of any help ever came from Liberty Mutual.
Finally, I got in contact with a higher representative of the company and everything was great! He went very far in appeasing me and apologized numerous times for my previous experiences with the company, explaining that the involved individuals had been chastised. This representative helped me tremendously in resolving the case and I ended up even getting a refund for my time and legal expenses. All in all, I think that any company could not have done any better in helping a client through a difficult time than Liberty Mutual. This company is certainly the way to go!
Another experience with the company came after a ring of local car theives succeeded in smashing my window in while my car was in a parking lot and stealing my valuables from my vehicle. When I came out to my car later on I realized what had happened and based from my previous experience, I phoned Liberty Mutual before I even phoned the police. The representatives I talked to this time were nothing but respecting and caring individuals. They were very careful and empathetic in helping to resolve my case. I gave them the details of what was stolen and damaged in the vehicle and within a few days they had reimbursed me for the troubles. I had my car window repaired and all my valuables replaced within one week of the incident at no out of pocket expense to me.
Overall, it was a rough start with Liberty Mutual, but I have to say that in the end they really came through for the customer. Perhaps I just ran into one or two disgruntled employees with my first claim experience and I now know that I can trust Liberty Mutual to handle all my present and future insurance issues with ease.
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Sonny H
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|I am a new customer to Liberty Mutual and was with State Farm prior to becoming a Liberty Mutual customer. I obtained a car insurance quote online which was quite intuitive and easy to conduct. The quote was reasonable to what my previous premium was with State Farm.
They called me and made sure I was satisfied with my experience and followed up with a satisfaction survey. Liberty Mutual seems to be a company that really cares about its customers and makes sure that they can improve on their services. I had questions that were easily answered on the phone or even on their online chat which I utilized. Both services were quite easy and did not require long wait times nor did they seem to be lacking of the knowledge of their company.
I also like the fact that my automobile was insured right on the spot as I paid the premium. What also made me like the auto insurance was that they allowed for a monthly payment system that my previous auto insurance did not have an option of. The option to print my auto insurance cards online was a definite plus for me. I like the fact that I did not have to wait for my cards to come in the mail before I had proof of my insurance.
I received a call from the customer service to survey whether or not I had a good experience with Liberty Mutual. I enjoyed that they wanted to know if I was completely satisfied with their services and what changes they could make to make their services better.
The survey took about fifteen minutes and the person on the phone was cordial and very patient. He made sure that I was comfortable with taking the survey or if I had time to perform the survey. He then gave me an easy rating scale to use to see how satisfied I was with each service that I utilized from Liberty Mutual. I had not received a phone call from my previous auto insurance company to see if I was completely satisfied with their service.
I was with my previous auto insurance company for at least 10 years and had not received a single call. I like the business model that Liberty Mutual has with trying to improve their services. I have only used their customer service side of the company so I do not know if their claim services are the same. If their customer service is this good, I have no doubt that their claim services would be on par if not better.
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S.petty
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I work for a health insurance company which I get a discount on liberty mutual service. I also have my renters insurance through them. This is a great company. I have full coverage on my car and because of my job I get a great monthly price that comes directly out of my payroll. Recently in March of 2012 a deer hit my car as I live in Maryland and there are alot of industrial area’s that have been reformed to city living but the anmials still freqent the area.
It was nighttime before daylight savings time and the deer ran out and hit me on my passenger side door. The paint scraped off and my front right side was indented. Besides being scared half to death by the deer i was frustrated for my car being out of shape. I called liberty mutual the next business day and there was a nice customer service rep who answered the phone who was friendly and patient.
I was able to take my car in for an estimate and i received a rental after paying my $100.00 deductible. the process was seamless and the repairs was done in a timely manner. you may say this is do to the mechanics but liberty mutual was very instrumental as well. I was able to check on my case and know what was happening every step of the way. I have only been with them for a little over a year and im truly satisifed. thanks liberty mutual
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Tim
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After an accident with a customer insured by Liberty Mutual, the claims department took over a week to “determine liability” and authorize a rental car, even though the other driver admitted full fault and it was written as such in the police report. Up until they accept liability, I would have to pay out of pocket.
They originally told me an adjuster would come to my house and do an estimate/evaluation since I did not feel comfortable driving the car. But after waiting several days and calling back, I was told I had to bring it in to get an estimate. I was required to take the vehicle to their preferred shop, which is over 20 minutes away, even though I have several body shops located in my home town. The shop found some damage to the steering system and said it is “undriveable.” Without the liability approval, I was stuck at the shop without the ability to get a rental covered, and told that if I drive the car, they would not be responsible for any further damage. Since they required me to bring it in and would not cover the rental car, I find this totally unacceptable.
I would never use Liberty Mutual and would not recommend it to anyone! It’s just too much hassle if you have a claim.
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thomas
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they lie.
do not believe a word on there commercials,they promise superior service but the claims rep i had was a moron.
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James Buffin
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I have been with Liberty Mutual for 30+ years, but no longer. Because of the losses in Louisville from the Hurricane, ice storm and flooding they raised my rates. Keep in mind that I have never had a home claim in 30 years. I called and talked to them with no consolation. I’ve insured 20 cars over the years and I have never had a claim. No help. They have raised my rates beyond what is reasonable and won’t intertain a reduction. For that reason I am seriously considering changing companies for the first in my adult life, and I don’t think they care.
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Matt
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I had a very strange time while insured with Liberty Mutual. I was involved in a not-at-fault accident in January 2006. Another vehicle turned out of a parking lot and across my path of travel. When I originally reported the claim and it was investigated, it was determined that I was not at fault. When I received my first payment for repair, the deductible had been taken out. When I called to find out why, I was told that they had spoken to a “witness” who said that I passed him on the left after he stopped to let the other driver go. This witness was not listed on either the police report or the other driver’s report, and this was about a month after the fact. I managed to eventually wrangle the deductible out of them ($1000 is not an amount of money to be playing games with) and had to appeal the surcharge. I won the appeal by arguing that the other driver lied on her report (she stated that she had a passenger and that I was cited, neither of which were true) and that I was not cited for the accident.
I then dealt with their incompetent billing department, which seemed to send me bills whenever the mood struck them, quarterly, monthly, what have you. I even got a bill for the period AFTER I cancelled my policy, which I paid and had refunded a week later.
The final straw was that they reported the aforementioned accident as my fault to ChoicePoint, which resulted in Progressive jacking up my rates until I could produce the appeal result letter which had to be requested from the MA Division of Insurance as I had lost the original in a move.
The only helpful person I dealt with was my adjuster, who, while he regretted that he could not do anything about the ridiculous determination of fault reversal, provided me with an entire file of photos, information, and reports to use in my appeal.
Avoid this company.
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S. Tumblin
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Liberty Mutual has been great to work with ever since we first signed up with them. We have been with them longer than we have been with any other company. Their rates are excellent for us and I have not been able to find cheaper rates with any other company and I check every few months to make sure. We have always gotten excellent customer service when we have needed to call their office with questions or concerns. I have also used the email contact form and gotten email responses quickly and with the information that I needed. Much of the information I need can be accessed online which is a huge bonus because sometimes I do not have enough time to use the phone.
The only disadvantage to Liberty Mutual is I do not have a local agent that I can speak to in person. However, I do not think I would have gotten better service from a local agent and there has only been one situation where a local agent would have been useful. I was able to do everything I needed by phone very quickly and easily, though. Overall, I love Liberty Mutual!
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Faith G
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I have been with Liberty Mutual for about 10 years and my view of them remains extremely positive. When I have had a claim, their response has been prompt, reliable, and courteous. Also, my rates have not been “jacked up” because of any claims, though I will admit they have been minor claims. However, I do check other companies occasionally to check their rates and indeed the Liberty rates continue to be the best for me.
The customer service has always been pleasant and helpful. When my circumstances have changed they have provided quick updates and quotes. When changing vehicles, they have been very prompt in faxing my new insurance binder to the dealer. They also offer various discounts for education background and organizational affiliation. I can only speak for my experience with Liberty in the state of Tennessee, but there in my opinion, they get the top grade in all categories!
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Debbie
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I am happy with this company. I have a lot of cars and I frequently buy new ones/sell old ones, and they’re very accommodating when it comes to quickly switching them back and forth. They also have provided me with the lowest rate. I never have to wait a long time to get a customer service representative, and they fax me the new cards relatively quickly. One thing that is a little frustrating for me is that I can’t have more than 4 cars on one policy. I have had up to 7, but I have to keep track of which cars are on which policy. However, they know that I hate this and they’ve been as accommodating as possible. They also handle my homeowners policy, and give me discounts for having multiple products.
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Kim Walker
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You can now have more vehicles on a policy. You might want to call and get the two policies combined.
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