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Liberty Mutual Group complaints

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175 Berkeley Street - T15-B182
Boston, MA 02116 | Get Directions

(800) 344-0197

http://www.libertymutual.com

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Total Amount in Dispute:
$404,000.00

Total Amount Settled:
$0.00

Complaint Experience

54%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the company responded to and gave proper consideration to most complaints. However, one or more complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

Complaint Closing Statistics

56 complaints against Liberty Mutual Group closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
26	Agreed to make an adjustment
2	Refusing to make an adjustment
25	Refuse to adjust, relying on terms of agreement
3	Unanswered

56 complaints against Liberty Mutual Group

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5/4/2025

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

4/14/2025

My insurance was canceled because another driver lives in the house but doesn't drive her car Resolution Sought I would like my insurance reinstated

Company Response

4/21/2025

We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry. A detailed response has been communicated directly to the customer on April 21, 2025, by email. Sincerely, The Presidential Service Team, Liberty Mutual Group

1/20/2025

RESPONSE: Agreed to make an adjustment Amount in Dispute: $161.76 Amount Settled: $0.00

Customer Complaint

1/4/2025

I cancelled my insurance policy on 10/8/24 and liberty mutual debit my account on 11/5 I called and asked why and they needed to refund my money! They then told me that since I renewed my policy I was not charged for a month! I said ok ! But this month they are saying I owe them another 171.76 which is absurd! I never lost coverage I left them after 9 years never missed a payment because they went up on my insurance for no reason without even telling or confirming with me ! They sent this to a collection company, and they are thieves stealing peoples money! I owe them nothing! Can you please help me resolve this attached is a copy of the last deduction from my bank on 11/5/24 Resolution Sought Refund what they owe me and stop trying to steal my money! With an apology

Company Response

1/7/2025

We are in receipt of the complaint for the customer referenced below and welcome the opportunity to respond to our customer's inquiry. A detailed response has been communicated directly to the consumer on January 7, 2025, by email. Sincerely, The Presidential Service Team, Liberty Mutual Group

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