Independent profile. Not owned, sponsored or endorsed by Liberty Mutual.
Liberty Mutual Reviews & Complaints
Liberty Mutual is a trade name used by Liberty Mutual Insurance Company and affiliated insurers owned by Liberty Mutual Holding Company Inc., a Boston-based mutual holding company. Below: the claim, customer service and complaint lines the company publishes, how to cancel or appeal a claim decision, when to go to your state insurance department, consent orders from Minnesota, New York and Texas, BBB and Trustpilot figures, and court cases including an approved New Mexico class settlement.
Contacts
- Official websitelibertymutual.com ↗
Customer service & general contact
- Customer service, Mon-Fri 8am-10pm, Sat 8am-8pm, Sun 11am-5pm ET1-800-290-8206
- Roadside assistance, 24/7, Liberty Mutual Group contact page1-800-426-9898
- Complaints to the company by email, Liberty Mutual Group contact page[email protected]
- Roadside assistance, 24/7, libertymutual.com customer service page1-877-762-3101
Cancel, billing & returns
- Personal policy, billing, service and cancellation1-800-290-8711
Show all 11 contacts
Corporate & press
- Corporate headquarters, Boston617-357-9500 4 complaints mention this number
- Corporate Contact Us pagelibertymutualgroup.com/about-lm/corporate-infor… ↗
Other contacts
- Personal insurance claims, 1-800-2CLAIMS, 24/71-800-225-2467 4 complaints mention this number
- Sales1-888-323-4487
- File a claim onlinefileaclaim.libertymutual.com ↗
Locations
- Headquarters175 Berkeley Street Boston MA 02116
Company Information
- Legal name
- Liberty Mutual Insurance Company
- Founded
- 1912
- Business type
- Property and casualty insurer (personal and commercial lines) whose affiliated insurance entities are owned or controlled by Liberty Mutual Holding Company Inc., a Massachusetts mutual holding company
- Website
- libertymutual.comSource: Liberty Mutual website, checked 2026-10-27
- Headquarters
- Boston, MASource: Liberty Mutual Group corporate contact page, checked 2026-10-27
- Owned by
- Liberty Mutual Holding Company Inc.Source: Liberty Mutual Group member information page, checked 2026-10-27
Liberty Mutual is a long-established insurance group: its holding company is a Massachusetts mutual holding company headquartered in Boston, and its insurers are licensed and supervised by state insurance regulators, who name them in the Minnesota, New York and Texas orders described on this page. BBB has accredited the Liberty Mutual Group profile since 1931 and rates it A+, while listing 2,070 complaints in the last 3 years. Being a licensed, established insurer does not settle whether a particular claim was handled correctly. In New York, three group insurers were fined $366,000 by the Department of Financial Services over auto claim-handling deadlines, and the group agreed to pay $2,000,000 under an Attorney General assurance over website data security without admitting or denying the findings. A Minnesota consent order covers refunds of about $7.7 million over discounts and a rate increase, without findings. A federal court in New Mexico approved a $6.5 million class settlement over UM/UIM coverage in June 2026, which the insurers agreed to while denying wrongdoing, and in October 2026 a federal court in Massachusetts found Liberty Mutual Personal Insurance Company liable for breach of contract over rental car benefits after a total loss, with damages still undecided. To check that the company on your policy is licensed in your state, look it up through your state insurance department, which the NAIC directory lists.
Independent Sources
Shown for context — not merged with USAComplaints' own numbers.
Complaint Themes
Reviews & Complaints on USAComplaints
USAComplaints currently maintains 93 historical complaints about Liberty Mutual, published between 2000 and 2013. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources on this page.
- Calls Never Returned, Therapy Still Not Approved Five Weeks After Injury
- Claim Shorted Over $4,100 After Tree Hit Roof in Hurricane Irene
- Billed for Coverage After Switching Insurers, Payment Disputed
- Slab Leak Claim Denied After Adjuster Took Photos, No Hot Water
- Tooth Broken at KFC, Insurer Refused to Pay for Repair
Show 15 more on this page
- Workers Compensation Claim and MRIs Denied After Four Months
- Sent to Collections After Policy Was Not Cancelled as Requested
- Deductible Changed at Renewal, Unwanted Rental Home Policy Added
- Charged Cancellation Penalty After Switching Insurers, Staff Unaware
- Claim Denied After Rear-End Collision, Wife Left Injured
- Safeco Automobile Insurance Faulty Accident Investigation
- Storm Damage Claim Estimates Ignored Despite Full Replacement Promise
- Will Not Remove Other People's Vehicles From My CLUE Report
- Surcharge on Umbrella Policy Despite Homeowner Policy With Safeco
- Nonprofit Worker's Compensation Premium Raised From $1,500 to $8,600
- Safeco Delayed Rental Authorization and Failed to Pay Medical Providers
- Incompetent FMLA Leave Tracking and Rude Staff
- Billed $356 for Second Half of Year Already Paid in Full
- Deck Buckled and House Shifting, Insurer Refuses Coverage
- Adjuster Cancelled Water Pills Without Asking Doctor
Complaint record: BBB, Trustpilot and this site's archive
The figures on this page come from different platforms with different methods, so they are shown separately and never added together.
BBB. The BBB profile for Liberty Mutual Group in Boston shows the business as BBB accredited since 1931, with an A+ rating. It lists 2,070 complaints in the last 3 years, 509 of them filed in the last 12 months, and a customer review average of 1.09 out of 5 from 1,135 reviews. An alert on the profile says BBB does not handle complaints about the outcome of an insurance claim and directs those disputes to the state insurance department.
Trustpilot. Trustpilot shows a TrustScore of 4.3 out of 5 from 4,367 reviews for www.libertymutual.com. The company claimed the profile in August 2023, and the page marks it as a paid Trustpilot subscriber. The gap between the two platforms reflects different reviewers and different collection methods; neither figure is a measure of claim outcomes.
This site's archive. 93 published complaint reports are linked to this profile. They are consumers' own, unverified accounts written between 2000 and 2013, about Liberty Mutual and group companies such as Safeco, Liberty Mutual Fire Insurance, Ohio Casualty, Indiana Insurance and the claims administrator Helmsman Management Services; a few describe fake prize checks or loan offers that used the Liberty Mutual or Safeco name, or a former employee's complaint about the job. The most common subjects are denied, delayed or disputed claims; premium, quote and billing disputes; workers compensation and disability benefits; and cancellations, non-renewals and collection notices. Because the reports are old, they describe practices of their time, not current policy terms.
Had an experience with Liberty Mutual? Tell other people what happened.
Submit a ComplaintLiberty Mutual claims, complaints and contacts: what to do and where to escalate
Claim rules, deadlines and cancellation terms depend on your state and your policy; the policy documents and state insurance law govern. The routes on this page are the ones Liberty Mutual publishes.
Report or check a claim. File online through the File a claim link on libertymutual.com, or call 1-800-2CLAIMS (1-800-225-2467), which the corporate contact page lists as available 24 hours a day, 7 days a week.
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The claims FAQ says you need your account login, the approximate date of the incident and the basic details of what happened, and that a claims representative will review the claim and contact you within 1-2 business days; how long the whole claim takes depends on the type of claim and the severity of the damage. Your online account shows claim updates and accepts document uploads.
If you are the other driver. If a Liberty Mutual customer damaged your car, you can file a third-party claim online as an individual (or your insurer can file for you).
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Liberty Mutual investigates to decide fault and how the claim is settled, a claims representative then contacts you, and the claim number you receive lets you track the claim in its online portal.
Policy, billing and cancellation questions. For personal policies, the customer service page gives 800-290-8711 for policy, billing and other service questions, and the cancellation page gives the same number for cancelling. The corporate contact page also lists general customer service at 1-800-290-8206 (Monday to Friday 8am to 10pm, Saturday 8am to 8pm, Sunday 11am to 5pm ET) and the X (Twitter) account @AskLiberty. If you bought the policy through an agency, the company points you to online servicing and to your agent. Liberty Mutual says cancellation fees and procedure vary with your state's insurance rules. Before cancelling, have the new policy in force so there is no gap in coverage, ask for the cancellation effective date and any refund or fee in writing, and check your final bill: older complaints in this archive describe cancellation fees and unpaid balances sent to collection agencies after a switch.
Disputing a claim decision. Ask for the denial or the offer in writing, with the policy provision it relies on. Liberty Mutual's auto claims disclosures page sets out state-specific notices: for each state it names the insurance department to contact and the time limit to settle or sue (in Alabama, for example, two years for property damage and bodily injury claims). For example, for New Jersey the company describes an internal appeals process in which supervisory staff review a written appeal within 10 business days. Read the notice for your state, because these rules differ.
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Complaints to the company. The corporate contact page lists a Complaints email address, [email protected], and a fraud reporting address, [email protected]. Put your policy or claim number, the name on the policy, what happened with dates, and the outcome you want in the first message, and keep a copy.
If the company does not resolve it. Insurance is regulated by the states. The NAIC directory at content.naic.org/state-insurance-departments links to every state insurance department, and most departments accept complaints online, by mail or by phone. File with the department of the state where you live or where the policy was issued, not with Massachusetts just because the group is based in Boston. The NAIC guide recommends gathering your policy number, bills and records, keeping a log of every call, email and letter with dates and times, writing a factual account in your policy's own language and stating the outcome you want. BBB's profile alert says BBB does not handle complaints about the outcome of an insurance claim and sends those to the state insurance department. For a workers' compensation claim, contact your state's workers' compensation agency, which handles benefit disputes. For a disability benefit under an employer plan, the U.S. Department of Labor's Employee Benefits Security Administration answers questions at 1-866-444-3272 or askebsa.dol.gov.
Regulator orders and agreements involving Liberty Mutual companies
Each item on this page summarizes the regulator's own document. A consent order or assurance is a negotiated settlement; it is not a finding of wrongdoing beyond the terms it states.
Minnesota Department of Commerce, consent order effective October 17, 2023. The order covers Liberty Mutual Insurance Company, Liberty Mutual Personal Insurance Company, Liberty Mutual General Insurance Company, LM Insurance Corporation and Safeco Insurance Company of Indiana. It says the Commissioner was prepared to act on allegations that they failed to offer the minimum antitheft protection device discount, used an applicant's status as a residential tenant in establishing multi-policy discounts, and applied an automated rate increase, in violation of cited Minnesota statutes. The order says the respondents identified 86,506 impacted policyholders and are issuing refunds, credits or premium reductions of approximately $7.7 million, and imposes a $150,000 civil penalty that is stayed on condition of compliance. It states that "there has been no hearing, findings of fact, or conclusions of law with respect to the listed allegations and this Order represents a settlement of the parties' disputes."
New York Attorney General, Assurance of Discontinuance No. 25-041. The document names the respondent as Liberty Mutual Holdings Company Inc. (spelled with "Holdings" there) and concerns three online tools for auto insurance quotes and purchases that automatically filled in ("pre-filled") personal data bought from data providers. According to the Attorney General's findings, criminals exploited the Liberty Mutual quote tool from at least November 21, 2020 until it was taken offline on January 22, 2021, and across the three attacks obtained about 50,000 New Yorkers' driver's license numbers, largely to file fraudulent unemployment claims. The findings say Liberty Mutual failed to adopt reasonable safeguards for that data. Liberty Mutual neither admits nor denies the findings; it agreed to pay $2,000,000 to the State of New York and to maintain an information security program with specific protections for pre-filled data. The company signed on September 26, 2025, and the Attorney General's press release of October 14, 2025 lists Liberty Mutual Insurance among eight car insurers in settlements totaling $14.2 million.
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New York Department of Financial Services, consent order approved April 28, 2026. DFS's disciplinary actions list issued June 26, 2026 records a $366,000 fine against LM General Insurance Company, Liberty Mutual Fire Insurance Company and American States Insurance Company, all of 175 Berkeley Street, Boston. For January 1 to September 30, 2019, DFS lists auto claim-handling failures that include not paying or denying claims within 30 calendar days after proof of claim, not giving insureds a written explanation of the reasons for delay every 30 days while a physical damage claim was open, not sending no-fault application forms within five business days, miscalculating lost-earnings payments and not keeping proof that cancellation notices were mailed, in violation of New York Insurance Law and DFS regulations.
Texas Division of Workers' Compensation, order 2025-9564 of October 21, 2025. A consent order with Liberty Insurance Corporation, 175 Berkeley Street, Boston, covers two enforcement files in workers' compensation claims: failure to comply on time with a contested case hearing decision and order, and failure to pay or deny on time a request for reimbursement of an injured employee's travel expenses. The order sets an administrative penalty of $4,500.
What these orders mean for a policyholder. The claim deadlines enforced in the New York and Texas orders are set by state law and regulation. If your claim stalls, ask the adjuster in writing for the reason and the expected decision date, and if the delay continues, file with the insurance department (or, for a workers' compensation claim, the workers' compensation agency) of your state.
Lawsuits and settlements
Allegations in a complaint are not findings; each case on this page is described with its current procedural status.
Crutcher v. Liberty Mutual Insurance Company et al. (D.N.M., 1:18-cv-00412): settlement approved. In an October 2021 opinion under the same case name, the New Mexico Supreme Court held that minimum-limits underinsured motorist coverage can mislead buyers and required insurers to state in plain language that a buyer who chooses only the statutory minimum will never receive the benefit of that coverage. Plaintiffs alleged that New Mexico policyholders were not adequately told that underinsured motorist benefits would be reduced ("offset") by the at-fault driver's insurance payment; Liberty Mutual and Safeco deny wrongdoing and agreed to pay $6.5 million. The class covers policies with UM/UIM coverage in New Mexico from October 1, 2010 through March 31, 2022, in two groups: insureds whose underinsured motorist claim was offset, who had to file a claim, and insureds who bought UM/UIM coverage without an offset claim, who receive a premium refund without filing. Defendants include Liberty Mutual Insurance Company, LM General Insurance Company and Safeco Insurance Company of America, among other group insurers. The exclusion and objection deadline (April 15, 2026) and the claim deadline (April 30, 2026) have passed. After a fairness hearing on June 4, 2026, Judge Judith C. Herrera on June 23, 2026 approved the settlement, certified the settlement class, ruled on attorney fees and dismissed the case. Questions about payment go to the settlement administrator through crutcheruimsettlement.com or 1-877-684-5777.
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Ahmed v. Liberty Mutual Group, Inc. (D. Mass., 3:20-cv-30056-MGM): settled. An ERISA class action by employees over the management of the Liberty Mutual 401(k) Plan, not a policyholder case. The settlement agreement sets a gross settlement amount of $13,400,000 and states that the defendants admit no wrongdoing or liability. The Final Order and Judgment filed September 9, 2026 approves the settlement as fair, reasonable and adequate, overrules all objections and dismisses the case with prejudice. The claim deadline for former plan participants (August 22, 2026) has passed; current participants did not need to file.
Watts v. Liberty Mutual Personal Insurance Company (D. Mass., 1:23-cv-12845): pending, class certified, liability found on the contract claim. Policyholders allege that the company limited rental car benefits after a total loss: they say their optional transportation expense coverage allowed up to 30 days of rental, but payments stopped after seven days under a company guideline instead of a judgment about how long replacing the car would reasonably take. They claim breach of contract and consumer protection violations; the company opposed class certification, arguing that the named plaintiffs' claims were not typical. On December 2, 2025 Judge Brian E. Murphy certified a damages class under Rule 23(b)(3) of policyholders whose rental benefits after a total loss were limited to less than 30 days, and denied certification under Rule 23(b)(2). Claims against the separately named Liberty Mutual Insurance Company ended on November 10, 2025 with a judgment for that company entered on a joint motion under Rule 54(b), each side bearing its own costs and fees under the parties' stipulation. On October 21, 2026 the court ruled on cross-motions for summary judgment. It granted the plaintiffs' motion on the breach of contract claim as to liability only, finding that the optional transportation expense endorsement required Liberty Mutual Personal Insurance Company to determine individually how long each insured reasonably needed to replace a totaled vehicle and that the company did not do so; it denied the rest of the plaintiffs' motion and denied the company's motion. Damages have not been decided, no settlement has been announced, and the case remains open. Class members were notified through the court-authorized notice site, LibertyRentalVehicleClassAction.com, (888) 542-1006. The deadline to ask for exclusion (August 16, 2026) has passed; class members do not need to do anything to stay in the class, and the notice says no money is available unless the plaintiffs win or the case settles.
Francis v. Liberty Mutual Insurance Company (D. Mass., 1:26-cv-12056): voluntarily dismissed. A proposed data breach class action filed May 6, 2026 by Robert Francis and John Goodwin. The complaint alleged that the ransomware group Everest took personal and health information of more than 15,000 policyholders and that the data was not encrypted or redacted. The plaintiffs dismissed the case themselves on June 1, 2026, before any ruling, so no court decided whether the allegations were true.
Court & Public Records
Crutcher v. Liberty Mutual Insurance Company et al.
SettledHerrera on June 23, 2026 entered an order approving the settlement and certifying the settlement class, ruled on the attorney fee motion, and entered an order dismissing the case.
Case details: Crutcher v. Liberty Mutual Insurance Company et al.Show less
Settlement approved. Class action over New Mexico auto policies with uninsured/underinsured motorist (UM/UIM) coverage. Plaintiffs alleged that policyholders were not adequately told that underinsured motorist benefits would be reduced by the at-fault driver's insurance payment; Liberty Mutual and Safeco deny wrongdoing. The $6.5 million settlement covers insureds whose underinsured motorist claim was offset in that way, and insureds who bought UM/UIM coverage, between October 1, 2010 and March 31, 2022. After a fairness hearing on June 4, 2026, Judge Judith C.
Watts v. Liberty Mutual Personal Insurance Company
FiledDamages have not been decided and the case remains open.
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Pending; class certified; liability found on the contract claim, damages not yet decided. Diane Watts, Anthony Watts and Adam Pizzitola allege that Liberty Mutual Personal Insurance Company cut off rental car benefits after a total loss: they say their optional transportation expense coverage allowed up to 30 days of rental, but benefits stopped after seven days under a company guideline rather than a judgment about how long replacing the car would reasonably take. They claim breach of the policies and violations of consumer protection laws; these are allegations. On December 2, 2025 Judge Brian E. Murphy certified a damages class under Rule 23(b)(3) of policyholders whose rental benefits after a total loss were limited to less than 30 days, and denied certification under Rule 23(b)(2). Separately, on a joint motion under Rule 54(b), the court entered judgment on November 10, 2025 for the separately named Liberty Mutual Insurance Company on all claims against it, each side bearing its own costs and fees under the parties' stipulation. On October 21, 2026, ruling on cross-motions for summary judgment, the court granted the plaintiffs' motion on the breach of contract claim as to liability only: it found that the optional transportation expense endorsement required Liberty Mutual Personal Insurance Company to determine individually how long each insured reasonably needed to replace a totaled vehicle, and that the company did not do so. The rest of the plaintiffs' motion and the company's own motion for summary judgment were denied.
Francis v. Liberty Mutual Insurance Company
DismissedThe plaintiffs filed a notice of voluntary dismissal on June 1, 2026 (docket entry 7), before any ruling on the claims.
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Voluntarily dismissed by the plaintiffs. Proposed class action filed May 6, 2026 by Robert Francis and John Goodwin over a data breach. The complaint alleged that a ransomware group called Everest took policyholders' personal and health information, that more than 15,000 policyholders were affected, and that Liberty Mutual did not encrypt or redact the data; the claims included negligence, breach of implied contract, unjust enrichment, invasion of privacy and the Massachusetts Consumer Protection Act. These were allegations only.
Ahmed et al. v. Liberty Mutual Group, Inc. et al.
SettledThe Final Order and Judgment filed September 9, 2026 (Document 225) approves the settlement as fair, reasonable and adequate, overrules every objection and dismisses the case with prejudice.
Case details: Ahmed et al. v. Liberty Mutual Group, Inc. et al.Show less
Settled. ERISA class action by employees over the management of the Liberty Mutual 401(k) Plan, on behalf of plan participants and beneficiaries from April 10, 2014 through December 31, 2025; it is not a policyholder case. The settlement agreement sets a gross settlement amount of $13,400,000 and states that the defendants admit no wrongdoing or liability.
Who is Liberty Mutual? Companies and scale
"Liberty Mutual" is a brand used by a group of licensed insurance companies, not by one company. According to the group's member information page, Liberty Mutual Holding Company Inc. is a Massachusetts mutual holding company that runs two businesses through its subsidiaries, Global Risk Solutions and Global Retail Markets. Its policies are sold under trade names that include Liberty Mutual Insurance, Liberty Mutual Personal Markets, Safeco Insurance, Ironshore and State Auto. The company's overview page describes it as the 9th largest property and casualty insurer worldwide by 2025 gross written premium and No. 95 on the Fortune list by 2025 revenue, with more than 40,000 employees in 27 countries and economies. BBB lists 1912 as the year the business started; the group is headquartered at 175 Berkeley Street, Boston.
Which company issued my policy? Each policy is written by a specific insurance company in the group, and that company is the one regulators and courts deal with. Recent regulator documents name, among others, Liberty Mutual Insurance Company, Liberty Mutual Personal Insurance Company, Liberty Mutual General Insurance Company, LM General Insurance Company, LM Insurance Corporation, Liberty Mutual Fire Insurance Company, Liberty Insurance Corporation, American States Insurance Company and Safeco Insurance Company of Indiana. The declarations page of your policy names the issuing insurer; quote that name and your policy number in any complaint.
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Life insurance and group disability. Liberty Mutual no longer runs these lines itself. Lincoln Financial Group completed its purchase of Liberty Life Assurance Company of Boston, and with it the group benefits business, on May 1, 2018, and Liberty Mutual's customer service page now directs individual life insurance mail and payments to Protective. If your problem concerns an older group disability or individual life policy, check whether Lincoln Financial or Protective now services it.
Similar names. Loan, mortgage and sweepstakes offers have used the words "Liberty Mutual" or a Safeco name without any link to the insurer, for example mailed prize checks printed with "Safeco Insurance Companies". Liberty Tax Service, Liberty Medical and other "Liberty" businesses are separate companies.
Company Relationships
- Owned byLiberty Mutual Holding Company Inc.
- Affiliated withLiberty Mutual Personal Insurance Company
- Affiliated withLM General Insurance Company
- Affiliated withLiberty Mutual Fire Insurance Company
- Affiliated withSafeco Insurance Company of America
Frequently Asked Questions
How do I file a Liberty Mutual claim?
File online through the File a claim link on libertymutual.com, or call 1-800-2CLAIMS (1-800-225-2467), available 24 hours a day, 7 days a week. Have your account login, the approximate date of the incident and the basic details ready; Liberty Mutual says a claims representative will contact you within 1-2 business days. If a Liberty Mutual customer hit your car, use the company's third-party claim form instead. Your policy sets the notice deadlines that apply to you.
What is the Liberty Mutual customer service phone number?
For a personal policy, Liberty Mutual's customer service page gives 800-290-8711 for policy, billing and other service questions, including cancellation. The corporate contact page lists customer service at 1-800-290-8206 (Monday to Friday 8am to 10pm, Saturday 8am to 8pm, Sunday 11am to 5pm ET) and @AskLiberty on X. Claims are 1-800-2CLAIMS (1-800-225-2467), 24/7, and sales is 1-888-323-4487. For roadside help, the corporate page lists 1-800-426-9898 and the libertymutual.com footer lists 877-762-3101, both around the clock.
How do I complain about Liberty Mutual to a regulator?
File with your state insurance department, which you can find through the NAIC directory of state insurance departments. Claim handling, cancellations, non-renewals and premium rates are state insurance matters, and most departments accept complaints online, by mail or by phone. Include the name of the insurer on your declarations page, your policy and claim numbers, a dated account of what happened, copies of letters, and the outcome you want. Workers' compensation disputes go to your state's workers' compensation agency. BBB does not handle complaints about the outcome of an insurance claim.
Which Liberty Mutual company issued my policy?
Look at the declarations page of your policy: it names the specific insurance company that issued it. Liberty Mutual is a brand shared by many licensed insurers owned or controlled by Liberty Mutual Holding Company Inc., which also sells under names such as Safeco Insurance, Ironshore and State Auto. Regulator orders name companies including Liberty Mutual Insurance Company, Liberty Mutual Personal Insurance Company, LM General Insurance Company and Liberty Mutual Fire Insurance Company. Use the exact company name from your declarations page in any complaint to your state insurance department.
What did the Minnesota Liberty Mutual consent order say?
The consent order effective October 17, 2023 covers five Liberty Mutual and Safeco insurers. The Commerce Commissioner was prepared to act on allegations that they did not give the minimum antitheft device discount, used an applicant's status as a renter in setting multi-policy discounts, and applied an automated rate increase in violation of Minnesota law. The companies identified 86,506 affected policyholders and are paying about $7.7 million in refunds, credits or premium reductions; a $150,000 civil penalty is stayed as long as they comply. The order states that there was no hearing, findings of fact or conclusions of law and that it settles the dispute.
What did New York authorities say about Liberty Mutual?
Two matters. The Attorney General's Assurance 25-041 of 2025 finds that criminals used three Liberty Mutual online quote and purchase tools to obtain about 50,000 New Yorkers' driver's license numbers in 2020 and 2021 and that the company lacked reasonable safeguards; the respondent, named in the document as Liberty Mutual Holdings Company Inc., neither admits nor denies the findings and agreed to pay $2,000,000 and strengthen its data security. Separately, the Department of Financial Services fined LM General Insurance Company, Liberty Mutual Fire Insurance Company and American States Insurance Company $366,000 under a consent order approved April 28, 2026, for 2019 auto claim-handling failures such as missing the 30-day pay-or-deny deadline.
Is there a Liberty Mutual class action settlement I can claim?
No claim period is open in the Liberty Mutual cases described here. The $6.5 million Crutcher settlement for New Mexico UM/UIM policyholders closed to claims on April 30, 2026 and was approved in June 2026; policyholders who bought UM/UIM coverage in New Mexico between October 1, 2010 and March 31, 2022 without an offset claim receive a premium refund without filing. The claim deadline for former participants in the Liberty Mutual 401(k) settlement passed on August 22, 2026. In the Watts rental car class action, the court found on October 21, 2026 that Liberty Mutual Personal Insurance Company breached its policies by not making an individual determination of how long insureds needed to replace a totaled car, but damages have not been decided and no settlement has been announced, so there is nothing to claim yet; class members stay in the class without doing anything.
What do BBB and Trustpilot show for Liberty Mutual?
BBB rates the Liberty Mutual Group profile A+ and has accredited it since 1931; it lists 2,070 complaints in the last 3 years, 509 of them in the last 12 months, and a customer review average of 1.09 out of 5 from 1,135 reviews. Trustpilot shows a TrustScore of 4.3 out of 5 from 4,367 reviews on a company-claimed profile with a paid subscription. The two platforms draw on different reviewers and methods, so the figures are not combined.
What does this site's Liberty Mutual archive contain?
93 published complaint reports are linked to this profile. They are consumers' own, unverified accounts written between 2000 and 2013 about Liberty Mutual and group companies such as Safeco, mostly about denied or delayed claims, premiums and billing, workers compensation and disability benefits, and cancellations. They predate the 2023 to 2026 regulator orders and court rulings described on this page.
Sources (27)
Liberty Mutual (own site)
- Liberty Mutual page on cancelling your policy libertymutual.com
- Liberty Mutual claims FAQ libertymutual.com
- Liberty Mutual auto claims disclosures by state libertymutual.com
- Liberty Mutual third-party claims page libertymutual.com
- Liberty Mutual customer service page libertymutual.com
Public records
- Minnesota Department of Commerce consent order 2023 mn.gov
- New York Attorney General press release on car insurer data breaches ag.ny.gov
- New York Attorney General Assurance of Discontinuance 25-041 ag.ny.gov
- U.S. Department of Labor EBSA benefits advisors askebsa.dol.gov
- CourtListener docket, Crutcher v. Liberty Mutual Insurance Co. courtlistener.com
- CourtListener docket, Watts v. Liberty Mutual Personal Insurance Co. courtlistener.com
- New York DFS disciplinary actions list, June 2026 dfs.ny.gov
- Texas Division of Workers Compensation order 2025-9564 tdi.texas.gov
Review sites
- BBB business profile for Liberty Mutual Group, Boston bbb.org
- Trustpilot page for www.libertymutual.com trustpilot.com
Other
- Liberty Mutual Group corporate information overview libertymutualgroup.com
- Liberty Mutual Group member information page libertymutualgroup.com
- NAIC guide to filing an insurance complaint content.naic.org
- NAIC directory of state insurance departments content.naic.org
- Liberty Mutual ERISA settlement website, case documents libertymutual401ksettlement.com
- Top Class Actions report on the Watts class certification topclassactions.com
- Top Class Actions report on the Francis data breach complaint topclassactions.com
- Lincoln Financial release on buying Liberty Life Assurance businesswire.com
- Crutcher v. Liberty Mutual settlement website crutcheruimsettlement.com
- Law360 report on approval of the Crutcher settlement law360.com
- Liberty Mutual Group corporate contact page libertymutualgroup.com
- Watts v. Liberty Mutual court-authorized class notice website libertyrentalvehicleclassaction.com