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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:
$385,622.00

Total Amount Settled:
$0.00

Complaint Experience

47%

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

47 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
17	Agreed to make an adjustment
2	Refusing to make an adjustment
24	Refuse to adjust, relying on terms of agreement
4	Unanswered

47 complaints against Liberty Mutual Group

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10/20/2025

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $18,657.00 Amount Settled: $0.00

Customer Complaint

10/6/2025

The repair center sent the supplement work needed on my vehicle to Safeco insurance on September 12, 2025. Today is October 2, 2025. I was notified by Safeco they will not pay the labor rates needed to repair my vehicle. Having prior insurance knowledge and experience I know that three weeks is an unacceptable timeframe to approve or disapprove an insurance claim. Safeco is stating that they could not come to an agreement on the labor rate with the repair center. I have been in daily contact with the repair center and they have notified me that the appraiser for Safeco has never contacted them to negotiate The labor rate. Instead, Safeco is just denying the claim falsifying information that a negotiation could not be met however they have never attempted to negotiate the rate. Resolution Sought For Safeco insurance to pay for the repair of my vehicle

Company Response

10/8/2025

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 October 8, 2025 via email. Sincerely, The Presidential Service Team, Liberty Mutual Group

9/16/2025

RESPONSE: Agreed to make an adjustment Amount in Dispute: $825.00 Amount Settled: $0.00

Customer Complaint

8/15/2025

I contacted Liberty in July and they gave me the run around never paid my claim. I reported my ring lost in July and it is now August a month later. They were dishonest. several different people called me including someine named Dave to come to my house to investigate. Liberty Mutualtold me they didnt know who he was. They told me to send a picture of the ring with me wearing it because I didnt have a receipt and the claum would be paid. After I sent a picture I believe they saw I was a Black woman they wanted me to be investigatedbecasue the first lady told me the process an it did not include an investigation.I did everything they asked and they still will not pay my claim. Resolution Sought Pay my claim minus my deductible 825-250

Company Response

9/3/2025

We are in receipt of the complaint for the consumer referenced below and welcome the opportunity to respond. A detailed response has been communicated directly to the consumer on September 3, 2025 by email. Sincerely, The Presidential Service Team, Liberty Mutual Group

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