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, Liberty Mutual stresses responsibility as their core principle. You've probably seen some of their car insurance commercials.
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| Service | |
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Reviews (7)
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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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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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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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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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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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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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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