I had Liberty Mutual auto and umbrella liability insurance through this office and I had the "group discount". Although this company has local sales offices, all claims are handled in far away offices, where the claims staff does not return phone calls. In my case, an accident in a parking lot, where Liberty Mutual determined the other driver, not me, was at fault, was held against me (and I had to pay my colision deductible) because the other driver's insurance company refused to accept liability and Liberty Mutual did not fight for me at arbitration. It was not practical for me to sue the other driver for just the collision deductible. Liberty Mutual admitted that they lost track of my claim and that caused a two week delay in handling the claim. In addition, when I cancelled my Liberty Mutual policies to go to another insurer, I was still billed for the renewal of the umbrella policy because "someone forget to put the cancellation in" even though I cancelled by Email and received an acknowledgement. Yes the rates are low (but no lower than several other insurers) but the claims process is frustrating - Liberty Mutual does not care to take its customers' side and its claims department is not able to handle claims properly.
Posted: 10/08/2014 • Link to this review