Liberty Mutual Insurance in
West New Boston (MA)

I’m a Credit Union member, the Credit Union mailed me a special discount promotion with Liberty mutual insurance. After about 10 minutes on the phone with the representative he quoted me almost $10,000 for the year on 4 cars a wife with a excellent driving record a 19 year old son with a excellent driving record and good student discount. That’s more than double what I pay now. What a scam liberty Mutual is, can’t believe anyone picks them up.

⭐☆☆☆☆ Liberty Mutual Insurance I had a very disappointing experience with a Liberty Mutual representative on June 9th at 11:38 a.m. during a phone call with a manager of some sort, named Tyree. As a new client, I was hoping for a helpful and respectful interaction—especially after experiencing great service from other Liberty Mutual customer service personnel. Unfortunately, Tyree was extremely unprofessional and completely unwilling to work with me or address my concerns. To make matters worse, he often didn’t make much sense during the call, and at times it felt like he had difficulty understanding or communicating clearly. Tyree was also very rude! What has happened to customer service in America? This call left a lasting negative impression and ultimately led me to cancel my policy with Liberty Mutual today. I switched to State Farm in Leavenworth, Kansas, where I’ve received the professional and courteous service I expected from the start. It’s unfortunate that one individual—named Tyree—can undo the goodwill built by others, but that was the case here. I hope Liberty Mutual takes situations like this seriously to prevent similar experiences for future customers.

Worst Insurance Company ever- AVOID AT ALL COSTS. Shockingly high levels of incompetence and inefficiency. Unrivaled in providing poor service and recruiting inept individuals.

Liberty mutual insurance sucks. They are the worse insurance company ever. I had them for one week. And my car got totaled. We called them the same day and told them we will need to cancel our policy. Because they said. It was the mechanic fault. And they would not cover it. So I called and cancelled the insurance. They said. They don't want to do the paperwork. To cancel our policy. They said it's too much work. For them to do and that we would have to get ahold of the bank for them and send in proof that the car is no longer with us. I told liberty. Mutual. That it's they're responsible. To. Get the information. Sooo they sent us a letter. That we have to go to court for $1,000 because they didn't want to do the paperwork to end our policy. So they keep the policy open. Without our consent.

Update since my review: I was contacted by my local Liberty Mutual rep and he and his supervisor dilligantly looked into my claim and within a week, I had the repairs approved that should have been initially approved, however, I greatly appreciate Jeffrey Hummel and his supervisor for actually taking the time to READ and understand everything that's happened in my claim. It's a shame it had to come to this and if I would have received this level of quality care initially, I probably wouldn't have left Liberty Mutual. RUN, RUN FAR AWAY AND DON'T STOP, especially if you're a single female! I have filed a claim with Liberty and have had SEVEN MONTHS of unreasonable delays, denials and unsatisfactory settlements. This was due to internal negligence, lack of communication between their internal departments, lack of communication from management to me, the insured. This claim was mishandled in numerous ways, mainly by inorganization - losing photos and reports repeatedly between the ten claims reps my claim went through, along with so many other issues documented in a 17 page timeline. I do not believe Liberty Mutual investigated this claim thoroughly, properly, timely, fairly, nor did they keep it on track. Their internal incompetence has caused unreasonable delays – it’s been SEVEN MONTHS from the beginning of my claim until now and I have zero repairs completed because of the roof dispute. My repairs should have been completed LONG ago, this should have been internally caught LONG ago, not SEVEN MONTHS LATER after I kept on pressing and pressing. Upon further investigation by reading reviews online, I have found that this is a common thing with Liberty Mutual and most of their insured, now EX INSURED, have had horrible experiences. I believe they did not act in good faith in handling my claim and this is an experience I wouldn’t wish upon anyone, much less a single, working Mom like me that has enough on her plate already. I will now have to submit another claim and pay another deductible of $5,444 SEVEN MONTHS LATER and fully expect this to take several months, with multiple issues as well. This all could have been and should have been avoided if the proper channels would have been taken after my claim was filed. Don't get sucked in from their cute and funny commercials - this company is disgraceful GARBAGE, not mention how overpriced they are - after I closed my account with them and am now insured with a reputable, well-known company, my rates decreased by over $1,000/year!!

Not sure about the agents but dealing with liberty mutual has been one of the worst experiences of my life. Worst Customer Service I have ever dealt with.

We chose Liberty Mutual for our homeowners insurance because they came back as the cheapest option, and our experience has been horrendous. We had a water backup claim and have been assigned 5 different claims reps. Their claims phone line is very non-user friendly and it's almost impossible to physically speak to your claims rep unless they call you. We've called multiple times and left voicemails and not been called back. Continual hoops to jump through in order to receive payment and validate the claim. Had to have technicians come out multiple times to "justify" why our equipment needed to be replaced, despite it being against modern acceptable building code to operate gas appliances that have clearly been submerged in water. Finally, we received confirmation that our payment had been approved only for Liberty Mutual to fail to confirm the mailing address and send it to the wrong location - that does not match our claim location. Had to issue a stop order on the check and cannot have a new check mailed until the current one is confirmed which will add almost another full week to receiving our funds. Asked LM to overnight the new check as it's getting cold and we desperately need this payment to have our boiler replaced and was informed that they "do not offer that service". Very disappointing service.

The adjuster we dealt with and his supervisor were both rather incompetent and shockingly incapable. I — someone who has worked in a back-office role at an insurance company — had to inform them that the laws in my state (which they were not aligning with when determining liability) were being misapplied. Much better training and up to date educational resources are needed for employees.

Absolutely Garbage company with totally Trash employees!!! The right track program is a setup to lock you into a high rate increase premium! And their customer service is very rude and disrespectful. Liberty mutual is a horrible insurance company that will raise your rates up to 100.00 if you get a new car. People give this company bad reviews for good reasons. I had to find out the hard way. Avoid liberty mutual. Do not sign up with them!!!!!

I had a water leak and asked Liberty Mutual for a contractor they recommended. The contractor did the work, I paid my deductible, and Liberty Mutual told me they paid the contractor. In reality, they sent the payment to Crawford & Co., which acts like a clearinghouse for insurance companies. Crawford just sat on the payment and never paid the contractor. Liberty Mutual claimed they had “paid the claim” direct to the contractor and washed their hands of it. They wouldn’t return my calls—not even when I contacted the adjuster’s supervisor. I had to involve the State Insurance Commissioner just to get a response. Meanwhile, the contractor—who still hadn’t been paid as far as I know—turned the bill over to collections, and I had to deal with the usual harassment that comes with that. Eventually the contractor got in touch with Crawford & Co., and they may have resolved it, but five months later I still don’t know for sure if the contractor has been paid.

Just switched. Rates are great. But their driving/tracking App is horrible. I ran side-by-side with my Progressive one for a month before new policy went into effect. I had a driving score of 94 with Progressive - and a 54 with Liberty. I called them…. Their “Support” people are horrible. Basically said it’s the way it is. I asked. Why the same exact trips (monitored simultaneously) were a 54 on their App and a 94 with Progressive? Since the App gives no meaningful feedback back or data points, I don’t even know what the issues are. They don’t even show the trip map, so no idea (unless you stay on it every single time) of the route or if you are the driver or not. The default is you are the driver always. Ugh. Really crummy App. I hope i don’t regret switching companies.

Safeco (Liberty Mutual) has been one of the worst insurance experiences I’ve ever had. After a hailstorm damaged my home, they dragged their feet, gave me the runaround, and ultimately denied my claim. Their communication was awfully slow responses, conflicting information, and no accountability. In my opinion, they operate in bad faith, avoiding their responsibility to policyholders when it matters most. I will never recommend them to anyone.

My auto pay came out of the wrong account and my premium got compressed to 10 months from 12 from what I was told. I asked if it could be readjusted as a courtesy and I was told no. I’ve had liberty for 5 years and switched to progressive that same day for $150 less per month for the same coverage. Your loss not mine

Liberty Mutual destroyed my business and my life. Their adjuster falsely accused me of inflating a claim — costing me $250,000+ in lost contracts, clients, and future work. After Liberty Mutual admitted the statement was false, they still refused to retract it or repair the damage. I’ve filed 7 lawsuits against Liberty Mutual and its employees. They ignored attorney letters, court service, and all attempts to resolve this. Because of Liberty Mutual’s lies and delays, I am now facing homelessness. This is not just bad customer service. This is defamation, discrimination, and corporate misconduct. I am taking this public. Let the world see what they did. #JusticeForFrederickSutton

Maximized my refund after I moved out of state, as I was in bill autopay. This company puts the customer first. I am so glad I went with them while I lived in Massachusetts. Thank you Kayla and Liberty Mutual!

I received an offer letter with an invitation code from Liberty Mutual, inviting me to create an auto insurance with them, telling me that I could save more with them. Upon going online and inserting my information so I can get a quote, I was rejected. I thought that was odd, so I decided to call them instead. I gave them my invitation code and the lady on the phone was able to see I had tried to get a quote online. Afterwards she started to ask me about the personal information of my family with whom I lived with. After I refused, stating that this insurance was just for me, I was quickly dismissed and told that “Oh the system refused you online. Bye.” Great offer!

I am a lawyer with 50 years experience. I have a client has a property policy with Liberty Mutual since 2002. His house was damaged in a hail storm on June 26, 2024. The damage was inspected in August, 2024, by the Liberty Mutual adjuster. After the adjuster acknowledged the claim he and Liberty Mutual stonewalled the client by refusing to respond to emails and telephone calls and refused to make a settlement offer until 4 days before the one year period to bring suit expired. Two days before the one year anniversary Liberty Mutual made an offer of 15% of the cost to repair the roof. On the last day we filed a lawsuit against Liberty Mutual. The claim representative was notified of the action and received a request as to who at Liberty Mutual might accept service of process. That request has been ignored by Liberty Mutual thus requiring us to go through the additional expense of hiring a process server. DO NOT INSURE WITH LIBERTY MUTUAL. THIS COMPANY DOES NOT ADMINISTER CLAIMS IN GOOD FAITH AND WILL SCREW THE CUSTOMER IF IT CAN.

I had a terrible experience with Liberty Mutual that shows how little they value their customers. After being the victim of identity theft, I called to update my payment information and was told my policy had already been canceled. The only option they offered was to pay for a full year up front, which I declined. I switched my insurance to USAA instead. Liberty Mutual then sent me a pro-rated refund check, which I deposited. Months later, I noticed a $37 collection notice on my credit report. That $37 was never mentioned to me, and it wasn’t deducted from the refund they issued. If I owed anything, they should have taken it out of the refund—but they didn’t. They never tried to notify me. No phone call. No email. No letter. They just sent it straight to collections. When I called to figure out what happened, their customer service rep was rude and dismissive. They placed the blame entirely on me, despite not making any effort to inform me about the balance. It’s ridiculous that a company would harm someone’s credit over $37 they never even told me about. I would never recommend Liberty Mutual to anyone. Their communication is nonexistent, and their customer service is worse.

Your money and loyalty mean nothing to this company! - I was a progressive customer for over a decade and got talked into Safeco by my local agent. No claims were ever made and nothing but headaches were provided by Safeco Insurance. Long story short, Safeco and the local agent will be loosing a customer at the end of this policy. I would not recommend this company to anyone.

I called to make a payment of $194 which went well. My payment was late so she said that it would have to be rewritten, never heard of that, she indicated to me that I will have to pay the whole bill of over $2,000, never heard of this happening before since I’ve been driving a car and paying insurance. I called Saturday between 5:00 and 5:30. She had a very heavy accent. After she asked for that ridiculous amount I ended the phone call. Seems to me she was trying to make extra cash. If this is how Liberty Mutual plans on treating their customers, they will lose their customer base.

Trash. Complete and utter trash of an experience I had with them after being a loyal customer for over 3 years. I finally had to file a claim and the team completely fumbled my case. My car delivery to the inspection site was halted for 3 days due to nonpayment to the tow driver. Furthermore they tell you to upload your documents and your claim rep will go through them but NOT Giovanni Martinez…this accident happened 1/26 and I uploaded my police report three days after. Here we are 2/14 and he tells me they’re still waiting on my police report. Didn’t even bother to look! I reached out to a supervisor about my claim and even still no call backs no updates. I thought I was safe working with a “reputable” company but they’re just as bad as these scam places. Terrible experience. I definitely will never recommend.

I had been with Liberty Mutual for years for our auto coverage. Recently, they sent a letter stating that another driver, whom I had never heard of, was associated with our residence and needed to be added to the policy. I was required to return the paper by a specific date, providing the relationship this new driver had with us. The truth was, there was no relation, and I had never heard of them. The paperwork didn’t even include an option for this scenario, and I felt I shouldn’t have to deal with such confusion. To make matters worse, they raised our annual premium to over $4,000. I called, and they admitted it was their mistake, assuring me they would adjust my payments to reflect the overpayment. However, the next bill arrived with the inflated rate, and no discount applied. I ended up canceling my policy. Customer service directed me to an email address to inquire about a refund for the extra charges related to this non-existent driver. Unfortunately, my email went unanswered by Liberty Mutual. If I had the resources, I would take them to small claims court—it’s been an incredibly frustrating experience. On a brighter note, I found much better coverage at a lower rate with State Farm. Highly recommend giving them a try!

I have been with Liberty Mutual for over a decade and had the worst experience ever! My storage was broken in 6/23/24, I filed my claim 7/22/24. From the first conversation with the adjuster John Steele, I knew he was gonna be a problem. He refused to answer questions and it got worse...he doesn't know how to use email. This man sent my storage company an email with no introduction, nothing about my policy...he just forwarded his contact information. From there I requested his supervisor whose name is Bryce Buckley. Lord have mercy, he was just as bad. He gave me the usual, "we're doing everything we can" and " no worries, we'll take care of you" after I told him I never want to deal with John ever again. He reassured me he'll handle my claim quickly. Guess what, I submitted all documents per their email only for him to tell me to use the app. Once I returned from vacation and after making it very clear verbally to Bryce and a representative who answered the phone that I never want to deal with John, I have a voicemail and email from John yet again smh. I submitted my documents 10/26/24 through the app and emailed them directly to Bryce Buckley and guess what...nothing!!! Nothing for 90 full days. I called to file a complaint againt John and Bryce through the Presidential Service Team (PST) on 1/27/25. My claim was finally moved to a wonderful adjuster named Breonna Griffin who completed my claim in 3 business days. The Consumer Affairs Specialist II named Anthony Duty who took my complaint had the audacity to regurgitate what Breonna Griffin did on my claim and then tell me, "if you should have further questions or need assistance on your claim, please contact adjuster Brianna Griffin to further review the matter and gives her contact information... Or Team Manager Bryce Buckley." Now why would anyone direct me to contact the same person who did absolutely nothing on my claim for 90 days???? The same person who continued to allow John to call and email me after I said I never wanted to deal with him? Bryce should be terminated from his Team Manager position because he failed me big time. I hope Liberty Mutual has access to Bryce and John's emails and call logs recordings to see just how ridiculous they're behavior was. I'll quote my 10/26/24 email... Hi Bryce, I have completed the itemized list online, the app wasn't working. Below are screenshots of the completed items. Upon returning from my trip, I received an email and a voicemail from John Steele after I said multiple times that I wanted no further contact from him. As promised, I will move forward with my complaint to Liberty Mutual's corporate office as his behavior at this point is harassing. As his supervisor, you too are allowing it and that deserves Liberty Mutual's corporate's attention. Should I suspect any retaliation on your end, I will move accordingly. All of my auto claims have been handled swiftly and professionally and that's why I'll keep my policies for now.

I had a terrible experience with Liberty Mutual and would not recommend them to anyone. My claim has been a complete nightmare from start to finish. This all started in June of this year, and they still haven’t resolved everything. Its now December going over 6 months to settle all of this. They lowballed me on the value of my car by thousands, and then, to make matters worse, they messed up the payment process by sending out two checks without notifying me, one of which has not even reached me, which delayed things even further. Now, here I am months later, still waiting for my payment. They take forever to respond to emails, dragging this process out unnecessarily. The lack of communication and urgency is beyond frustrating. Liberty Mutual’s customer service and claims handling have been an absolute disaster. If you’re looking for an insurance company that values your time and resolves claims efficiently, look elsewhere.

Liberty Mutual – Corrupt, Heartless, and Deceptive I am beyond outraged with Liberty Mutual. An 82-year-old woman I know lost her home in a fire, and despite her years of loyalty and paying premiums, Liberty Mutual heartlessly refused to honor her claim. This company is corrupt and greedy, showing no regard for people in need, especially the elderly. Their refusal to pay out this claim is nothing short of evil. Liberty Mutual found every possible loophole to deny her the help she desperately needed after losing everything. They stalled the process, used vague legal terms to confuse her, and made it clear that they care only about their profits, not the well-being of their customers. This company preys on vulnerable individuals with deceptive promises, only to leave them stranded when disaster strikes. If you’re thinking about getting insurance with Liberty Mutual, don’t. They will gladly take your money for years but disappear when it’s time to deliver on their promises. Stay far away from Liberty Mutual. Their corruption and greed will leave you without protection when you need it the most.

The least favorite Insurance I've ever had. They start you off with a reasonably good premium rate. Even without having a claim, and using homeowners as an example, your premium is raised yearly. So each year I'd call in, they ask me some questions that I had never been asked in previous, then my premium would go down but not to the previous amount. I would not recommend Liberty Mutual

I recently had a very unpleasant experience with Dana Martin from Liberty Mutual. During our phone conversation, she was rude and even hung up on me when I asked her to correct an inaccurate statement. She falsely claimed that I was at fault for an accident, despite the fact that I was at a complete stop when my vehicle was hit. Dana failed to conduct a proper investigation by not reviewing available camera footage or other evidence that could support my claim. I was never notified of the investigation's findings, and she wrongly sided with the other party, resulting in a payout based on false information. To make matters worse, I was not informed when Liberty Mutual paid out the other party’s claim, which unfairly caused my insurance rates to increase. Additionally, on a separate occasion, Liberty Mutual raised my rates without providing any explanation. I find this completely unacceptable and will never use this company again. Based on my experience and the numerous negative reviews I've seen, it's clear that Liberty Mutual prioritizes profit over protecting their customers. I would never recommend them to anyone.