Unknown, I never had a claim.

Terrible customer service.

Liberty Mutual, they may have competitive prices, but when I wanted to add my 16 year old daughter, the rates went up 110% from $1419 to $2980. They talk about customer service, most of the time they will not respond to phone calls or emails. If you are in the MN. metro area. Do not do business with Paul Plum. try him and you will see why. They sign you up with discounts then the corporate company takes them away. You are stuck.

Ability to stall claims and slow done the process of claim setlements.

Too many to enumerate.

Driver hot me in the side f my car after running stop sign totaling my vehicle. Insurer was Liberty Mutual. Car wrecked Nov 9 and here it is Feb 26 and no money even though other driver was found clearly at fault. They will not return your phone calls in a timely manner if at all, will channel you through two or three different agents all the while having voicmails that are full and an adversarial attitude. Wrecked car still sits in driveway, with not a penny seen, even after sending in all required papers sometime ago. I would never purchase their car insurance nor any insurance of any kind from this company. I have filed other claims with other insurance companies and never had this sort of problem.

Similar Products Used:

AAA Insurance. State Farm.

They have an 800 number that someone occasionally answers. I did talk to one person at the call center who was polite.

A female supervisor I talked to was one of the rudest inconsiderate people I've ever talked to. She went out of her way to make things more difficult.

I cannot state in words how horrible my experience with Liberty Mutual has been. I would not recommend it even to my worst enemy. The employees are either rude or incompetent. I have called and left so many messages I have lost count. My car was hit by one of their insured. And they take their sweet time to conduct their investigation and have absolutely zero consideration for my time.

If by chance one of their adjusters calls to give a time to look at your vehicle, it will be your one and only chance. I had someone leave a message the day before saying he would be out between 10-12. I called and said I couldn't because I was some where that the adjuster wouldn't be able to find my car that day. Since I asked for a different time I forfeited my one and only appointment. Gee, a couple hours notice the day before isn't doable to most of us who work full-time. I was told instead I needed to spend my lunch time taking the car to be seen by their adjuster.

I will definitely tell everyone I know to find a different insurance company that treats their present and possibly future clients with respect and consideration. I think the company needs to make a serious financial investment in providing training to their employees to be polite and courteous or else they might find themselves in dire financial straits. If you are considering insuring your home or vehicle with Liberty Mutual-DON'T!!! Learn from the many posters mistakes that are listed below.

Amazing claim service

haven't seen any yet

I switched to Liberty Mutual in February of 2007 after being with State Farm for 15 years. I pulled my car into my garage and somehow the garage caught fire destroying both my car and my garage. Liberty Mutual was amazing, I had a check for the damage to my house in less than 5 days and the car was replaced new as it had less than 10k miles on it and was less than 1 year old.

Similar Products Used:

State Farm

NONE, pretty much

They lack on customer service, claims, and basically everything else.

My boyfriend got hit by a girl insured with Liberty Mutual, and she was at fault. Throughout the whole ordeal it was hard to talk to anyone about the claim. It ended up his car was totaled and that we needed to be compensated for the vehicle. From the start, my boyfriend never once recieved a rental car to drive while his car was in the shop, and not only that, Liberty Mutual offered to pay him 80% of what his car was worth AND he had to pay the wrecker and towing bills for his car. We ended up sending a certified letter stating that we werent afraid to take legal action if not compensated fully for the vehicle. We ended up not taking them to court and they are APPARENTLY in the process of paying him 90% of the cars value and also $664 for not giving him a rental car. We still have to pay a portion of the wrecker bills but at least its over with. If they dont send the check, their ass is grass :) . I dont recommend ANYONE getting Liberty Mutual insurance and if you get hit with somebody who does, IM SORRY.

The people I have spoken to through customer service have been very friendly and helpful.

Even with the good student discount and the fact I have never been in an accident or had a traffic violation, I was still paying almost 2x more than I am paying now with another company. The biggest problem I've encountered is when I've canceled my policies. If you are having funds automatically withdrawn from your bank account each month, WATCH OUT! When you cancel your policy, they will continue to bill your account unless you have your bank stop payment on it. This happened to me when I canceled my renter's insurance - I was charged for 2 months after I canceled my policy, even though I no longer lived at the residence I was insured for. Having learned my lesson, when I canceled my auto policy, I made sure to do a stop payment though my bank as well. So what did LM do? They sent me a bill for August, even though I canceled my policy in July, charged me a fee because they could not withdraw funds from my account, and on top of it all, sent a nasty letter along with the bill. I have always paid my bill on time, and because I decided to go with another insurance company when I bought my new car, I'm suddenly a bad person. What crooks.

I carried Liberty Mutual for almost 5 years on my Kia Sportage and for 1 year for renter's insurance. They offered a deal through my credit union, so it seemed like a natural choice. However, I will never go back to them and would never recommend them to ANYONE!!

Call Center Employees (after hours)

These are the only polite people I've dealt with at Liberty Mutual, and also the only ones who actually get anything done.

Handling of Claims, Timeliness, Customer Service.

My car was hit by someone I know while parked late Sunday. My own (Progressive)claims rep contacted both he and I before LM did, 9am on Monday. After I hadn't heard from LM after 1pm on Monday, I called the handler I'd been assigned by the call center to find out she was on vacation till Wednesday. Only upon calling the call center was I assigned to another rep, who was not pleasant, often rude during all interactions. She told me to secure my own tow and rental car. When I expressed concern, she told me if I didn't like it, I should file through Progressive. I asked to speak to a supervisor. Supervisor also refused to secure a rental car, until I said I would get an attorney, then she promised to work it out. Called back to say I'd hear from the rental place shortly. I reminded her that I was moving the next day and needed a four door car with fold-down seats. Supervisor replied with a nasty voice, "We're not giving you an SUV, if you want one, you're paying for it." I explained I did not want one, just a flat-folddown seat, perhaps a hatch-back. Two hours went by after her promise, so I called her direct to find she had left for the day. Call center again, where a nice woman makes my rental happen.

The car she reserved was a base level Cobalt, manual locks/doors, no a/c, and stationary seats. Rental Agent said I was allotted $20.99/day. The driver says he has $45/day coverage.

I also happened to see the notes the Agent took from her talk with the supervisor...I didn't need a car "until Wednesday," and I would try to "scam an SUV, make her pay."

I didn't hear from LM at all on Tuesday.

I was told if I didn't use their repair facilities (none of which are Nissan certified), that my car wouldn't be appraised until Friday.

I've been treated like dirt, insulted, and what little has been done has been done with much effort or through my own insurer.

It's appalling. The driver is as angry as I am.

I know nothing of this company as an insured driver, but as someone who was hit by an insured driver, I must say I am appalled by the poor service of this company.

Similar Products Used:

I've only been in one accident, a total loss with injury involving only myself and a guard rail in winter.

Upon calling Progressive, a handler called me back in twenty minutes, arrived at my home within another thirty, and my car was towed, I had a rental car, and I'd been through the hospital ER with direct billing to Progressive in less than three hours. I had my check an hour after the total loss was declared, and they even offered to help me find a new car.

As this was my only accident experience before the one described above, I must say, they made it less disruptive than I'd ever imagined possible.

Great claims department--they really take care of their policy holders. My agent in the local office is a sweetheart.

Higher cost--but I don't mind paying a little more for peace of mind.

Insurance is a necessary evil. That being said, you also get what you pay for and Liberty Mutual is an exceptioinal company.

Recently I was rear ended by an uninsured driver and Liberty Mutual took care of me through and through. The claims department contacted me when they promised they would. I had no problems getting a car rental. They were efficient/fair and even guarantee the work for as long as I own the car.

If you're looking for a responsive insurance company and are willing to pay a couple dollars more for that service I would highly recommend that you go with Liberty Mutual.

Similar Products Used:

State Farm, Farmers, Mercury (in my college days when I didn't have money for insurance).

Responsive customer service.

OVERPRICED!

Incredibly overpriced! Had Liberty insurance for just under a year. We had all the discounts, including an employee discount. I finally shopped around and found that we could get more coverage for HALF what we were paying at Liberty. I was surprised at just how high their rates are.
I used roadside assistance once, when an older car died on me. It took 2 hours to get a tow truck. I had local police stop to assist me, and they were appalled at the slowness of service. They actually called other local towing companies to see if they worked with Liberty and were told no, but they could be out in 30 min if needed. So, we all sat in the cold for 2 hours (the cops decided to wait with me). I canceled that part and went back to AAA.

NONE

We have had a claim on our house, and both our cars that we have filed with Liberty Mutual. All insurance companies should aspire to be like Liberty Mutual. Very good people on your side during the claim process. They are very fair. They are not out to mess you over or pay you as little as possible. All three claims have exceeded our expectations. Never dealt with an insurance company quite like this one.