Independent profile — not affiliated with Liberty Mutual
Liberty Mutual
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. This page lists the company's own claim, customer service and complaint channels, the state insurance department route, regulator actions from Minnesota, New York and Texas, BBB and Trustpilot figures as displayed on October 14, 2026, and court matters including a New Mexico class settlement.
Complaints & Reviews on USAComplaints
USAComplaints currently maintains 76 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 below.
- Calls Never Returned, Therapy Still Not Approved Five Weeks After Injury
- Claim Shorted Over $4,100 After Tree Hit Roof in Hurricane Irene
- Slab Leak Claim Denied After Adjuster Took Photos, No Hot Water
- Tooth Broken at KFC, Insurer Refused to Pay for Repair
- Workers Compensation Claim and MRIs Denied After Four Months
- Sent to Collections After Policy Was Not Cancelled as Requested
- Charged Cancellation Penalty After Switching Insurers, Staff Unaware
- 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
- Incompetent FMLA Leave Tracking and Rude Staff
- Deck Buckled and House Shifting, Insurer Refuses Coverage
- Adjuster Cancelled Water Pills Without Asking Doctor
- Delay Tactics on Fall Injury Claim at Regal Theater
- Agent Quote Rose From $2,902 to $3,500 After Switching Insurers
- Policy Cancelled Twice Over Wrong Address and Higher Premium
- Short Term Disability Denied Second Claim Despite Same Conditions
- Doing the Right Thing Slogan Contradicted by Unpaid Claim on Lost Belongings
- Home Tornado Damage Claim Disputed as Prior Damage
Complaint Themes
Independent Sources
Shown for context — not merged with USAComplaints' own numbers.
Contacts
- Official website: https://www.libertymutual.com/
- Customer service (per corporate Contact Us page): 1-800-290-8206
- Claims, 24 hours (per corporate Contact Us page): 1-800-225-2467 4 complaints mention this number
- Sales (per corporate Contact Us page): 1-888-323-4487
- Roadside assistance, 24/7 (per corporate Contact Us page): 1-800-426-9898
- Corporate headquarters (per corporate Contact Us page): 617-357-9500 4 complaints mention this number
- File a claim online: https://fileaclaim.libertymutual.com/
- Corporate Contact Us page: https://www.libertymutualgroup.com/about-lm/corporate-information/contact-us
- Complaints (mailto link on corporate Contact Us page): [email protected]
- Personal policy support and cancellation (per customer support page): 1-800-290-8711
Locations
| Type | Address |
|---|---|
| Headquarters | 175 Berkeley Street Boston MA 02116 |
Liberty Mutual claims, complaints and contact: what the company's own pages say (checked October 14, 2026)
Liberty Mutual's own pages, opened on October 14, 2026, give the routes below. Policy terms, deadlines and rules differ by state and policy; your policy documents and notices govern, and state insurance law applies to claims, cancellations and rates.
Report or check a claim. The libertymutual.com header links to "File a claim" and "Manage your claim." The corporate Contact Us page says: "If your question pertains to the status of a claim, please log in to your account or call us: Phone: 1-800-2CLAIMS (1-800-225-2467) Available 24 hours/7 days a week." The home page says "24/7 Customer support: Access claims and service support anytime from both our website or highly-rated mobile app."
Customer service. The Contact Us page lists customer service at 1-800-290-8206 ("M-F 8am - 10pm ET, Sat: 8am - 8pm ET, Sun: 11am - 5pm ET") and says "Tweet Us @AskLiberty for customer service related concerns or inquiries." Sales is listed at 1-888-323-4487 and roadside assistance at 1-800-426-9898 (24/7).
Complaints and fraud reports. The Contact Us page has a "Complaints" item that is a mailto link to [email protected], and a separate "Report Fraud Now" item. This page did not verify how quickly that address is answered.
Two customer service numbers. The corporate Contact Us page lists 1-800-290-8206 (above); the personal-policy Customer Service page at libertymutual.com says "Call us at 800-290-8711." The two pages list different numbers and this page does not state which line suits which question.
What to have ready for a claim. The Claims FAQ says you may file online 24/7 and need "Your username and password," the "Approximate date of the incident" and "The basic details of what happened," and that "a Liberty Mutual Claims Representative will review the incident details and get back to you within 1-2 business days." The page adds that how long a claim takes "varies based on the type of claim and the severity of damage."
If you are the other party in an accident. The third-party claims page describes how to file "a claim against a Liberty Mutual customer": report the claim online, Liberty Mutual investigates, a Claims Representative contacts you, and after you submit you receive a claim number that can be used to track progress in its online portal.
Cancelling a policy. The cancelling-your-policy page says: "The process and possible fees for policy cancellation varies according to the insurance regulations in your state" and "Call us anytime at 800-290-8711." It also lists points to consider first, including whether you would have a gap in insurance. Keep written confirmation of the cancellation date.
Disputing an auto claim decision. Liberty Mutual's Auto Claims Disclosures page contains state-specific notices; one passage says "If you don't agree with our position, you have the right of appeal under the law." Read the disclosure for your state, because appeal and regulator instructions differ by state.
If the company does not resolve it. The NAIC's directory says: "Having a problem with an insurance company or agent? Find your state insurance department and file a complaint." BBB's profile for Liberty Mutual Group carries this alert: "Please note that BBB does not handle complaints regarding the outcome of an insurance claim. If your dispute is regarding the outcome of an insurance claim, you will need to contact your local Division of Insurance." Keep claim numbers, dates, letters and the names of representatives you spoke with, and file with the department of the state whose law governs your policy. The NAIC complaint guide says to "Gather your policy number, documentation, bills, and records," to write a detailed account ("Stick to the facts and timelines"), and to "State the desired outcome you're seeking."
Regulator orders and agreements involving Liberty Mutual companies
Each item below states what the cited primary document says. An order or agreement is not a finding of wrongdoing beyond the terms it states, and the sources checked on October 14, 2026 are not a complete list of every state action.
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, with Liberty Mutual Holdings Company Inc. as respondent, concerns three consumer-facing auto quote and purchase tools. It says threat actors exploited the pre-fill function starting at least as early as November 21, 2020, that the attacks obtained approximately 50,000 New Yorkers' driver's license numbers, and that the respondent "failed to adopt reasonable safeguards." The respondent "neither admits nor denies" the findings, agreed to pay $2,000,000 in civil penalties and to maintain an information security program. The respondent's signature is dated September 26, 2025, and the Attorney General's press release of October 14, 2025 lists Liberty Mutual Insurance among eight car insurers (with $14.2 million secured in total across the eight).
New York DFS, consent order approved April 28, 2026 (published June 26, 2026). DFS's disciplinary-actions list records a $366,000 fine against LM General Insurance Company, Liberty Mutual Fire Insurance Company and American States Insurance Company (175 Berkeley Street, Boston). For January 1, 2019 to September 30, 2019, the listing says the respondents failed, among other things, to "pay or deny claims within 30 calendar days after receipt of proof of claim" and to "provide insureds with a written explanation of the specific reasons for delay in the claim settlement every 30 days," in violation of cited New York regulations and Insurance Law sections.
Texas Department of Insurance, Division of Workers' Compensation, order 2025-9564 (October 21, 2025). A consent order with Liberty Insurance Corporation, 175 Berkeley Street, Boston, covers two enforcement files: failure to timely comply with a contested case hearing decision and order, and failure to timely pay or deny a request for reimbursement of travel expenses. The order assesses an administrative penalty of $4,500. The order does not itself describe how Liberty Insurance Corporation relates to Liberty Mutual Insurance Company beyond the shared Boston address.
BBB display. The BBB profile shows a "Government Actions" alert that summarizes the Minnesota consent order.
Who is Liberty Mutual? Companies and scale
"Liberty Mutual" is a trade name used by several licensed insurers. The group's Member Information page says Liberty Mutual Holding Company Inc. "is a Massachusetts mutual holding company that operates (through its subsidiaries)" two primary businesses, Global Risk Solutions and Global Retail Markets, and that its businesses use trade names including "Liberty Mutual Insurance," "Liberty Mutual Personal Markets," "Safeco Insurance," "Ironshore" and "State Auto." The corporate overview page gives these company statements: "#95 Fortune Ranking based on 2025 revenue," "9th Largest Global property and casualty insurer, 2025 gross written premium," "40K+ Estimated employees worldwide" and "27 Countries and economies."
Which company issued my policy? Regulator documents name different entities for different matters: the Minnesota order names Liberty Mutual Insurance Company, Liberty Mutual Personal Insurance Company, Liberty Mutual General Insurance Company, LM Insurance Corporation and Safeco Insurance Company of Indiana; the New York DFS list names LM General Insurance Company, Liberty Mutual Fire Insurance Company and American States Insurance Company. The declarations page of your policy names the issuing insurer.
Address and scale of the archive. The corporate Contact Us page gives the headquarters as 175 Berkeley Street, Boston, Massachusetts 02116 (phone 617-357-9500). BBB's raw page data lists a business start of 1912-01-01 for the Liberty Mutual Group profile; the home page says "Trusted for over 100 years."
Similar names. This site's archive contains posts about loan, mortgage and sweepstakes offers that used the words "Liberty Mutual" (for example "Liberty Mutual Financial Services" and "Mutual Liberty Sweepstakes"), plus posts about Liberty Tax Service, Liberty Medical and Liberty Life. They are not counted below as complaints about the insurer.
Complaint record: BBB, Trustpilot and this site's archive (as displayed October 14, 2026)
Counts below are as displayed on October 14, 2026 and are kept separate; they are different sources with different methods and are not added together.
BBB. The BBB profile for Liberty Mutual Group, Boston, MA shows "BBB Accredited Business" and rating "A+." The complaints tab shows "2,092 total complaints in the last 3 years" and "522 complaints filed in the last 12 months"; the reviews tab shows "1.09 /5 stars Average of 1,161 Customer Reviews." BBB notes that displayed complaint text may not represent all complaints filed with it, and says customer reviews are not used in the letter-grade calculation.
Trustpilot. The Trustpilot page for Liberty Mutual (www.libertymutual.com) shows 4,098 reviews with a score of 4.3 and a "Claimed profile" label with "Paid Trustpilot subscription" since "August 2023." Trustpilot says it does not fact-check reviews. The BBB and Trustpilot figures differ widely; they cover different platforms and different reviewers, and no conclusion is drawn from the gap.
This site's archive. usacomplaints.com has 76 approved complaints in its own archive that name Liberty Mutual (or Liberty Mutual group units such as Liberty Mutual Fire or Helmsman Management Services/Liberty Mutual) as the business, dated 2000 to 2013. They are consumers' unverified accounts, and all are more than 12 years old. A keyword scan of those posts (a post can match several topics) found: claim denied, delayed or disputed, 41; premium, quote or billing disputes, 43; workers compensation or disability claims, 24; cancellation, non-renewal or collections, 19.
Lawsuits and settlements
Court matters are listed with the status shown on the docket or settlement website on October 14, 2026; allegations are not findings.
Crutcher v. Liberty Mutual Insurance Company et al. (D.N.M., 1:18-cv-00412). The settlement website describes a $6.5 million class settlement for New Mexico policyholders with underinsured/uninsured motorist coverage: insureds whose underinsured motorist claim was reduced or "offset" between October 1, 2010 and March 31, 2022, and insureds who bought UM/UIM coverage in that period (partial premium refund). The site names Liberty Mutual Insurance Company, Liberty Personal Insurance Company, First National Insurance Company of America, LM General Insurance Company, LM Property and Casualty Insurance Company, LM Insurance Company, Safeco Insurance Company of America and Safeco National Insurance Company (together, "Safeco"). The claim deadline (April 30, 2026), exclusion and objection deadlines (April 15, 2026) have passed. The CourtListener docket shows a fairness hearing on June 4, 2026 and, on June 23, 2026, an order on the motions to approve the settlement and for attorney fees and an order dismissing the case.
Ahmed v. Liberty Mutual Group, Inc. (D. Mass., 3:20-cv-30056-MGM). An ERISA class action about management of the Liberty Mutual 401(k) Plan, not an insurance-customer case. The settlement agreement states a gross settlement amount of $13,400,000 and that defendants "admit no wrongdoing or liability." The settlement website lists a Final Order and Judgment filed September 9, 2026; its text approves the settlement as "fair, reasonable, and adequate" and dismisses the operative complaint with prejudice. The claim deadline for former participants (August 22, 2026) has passed.
Watts v. Liberty Mutual Personal Insurance Company (D. Mass., 1:23-cv-12845). The docket (nature of suit "110 Insurance") shows that on November 10, 2025 judgment was entered in favor of Liberty Mutual Insurance Company on all claims against it under a stipulation, and that on December 2, 2025 the court certified a Rule 23(b)(3) class and denied certification of a Rule 23(b)(2) class. Summary-judgment motions were heard on September 18, 2026; no ruling on them was seen on the docket. The docket entries read do not state the claims in text.
Francis v. Liberty Mutual Insurance Company (D. Mass., 1:26-cv-12056). Filed May 6, 2026 by Robert Francis and John Goodwin; the plaintiffs filed a notice of voluntary dismissal on June 1, 2026. The docket entries read do not state the claims in text.
Is Liberty Mutual Legitimate?
Liberty Mutual's corporate pages identify Liberty Mutual Holding Company Inc. as a Massachusetts mutual holding company and give a Boston headquarters; state regulators name Liberty Mutual insurers as licensed entities in orders from Minnesota, New York and Texas cited above. BBB shows the Liberty Mutual Group profile as accredited with an A+ rating, alongside 2,092 complaints in the last three years as displayed. Regulators and a state attorney general have issued consent orders or an assurance against Liberty Mutual units, each stating its own terms, and a court-approved class settlement concerning New Mexico UM/UIM coverage was entered in June 2026. Those items and the company's own channels are the factual basis; this page does not rate the company.
Court & Public Records
| Case | Authority | Dates | Type | Outcome | Source |
|---|---|---|---|---|---|
| Crutcher v. Liberty Mutual Insurance Company et al. Docket 1:18-cv-00412-JCH-LF | U.S. District Court for the District of New Mexico | Settled | Settled Class action concerning New Mexico automobile policies with UM/UIM coverage. The settlement website describes a $6.5 million settlement for insureds whose underinsured motorist claim was offset by the at-fault driver's payment, or who bought UM/UIM coverage, between October 1, 2010 and March 31, 2022. The docket shows a preliminary approval order on January 15, 2026, a fairness hearing on June 4, 2026, and on June 23, 2026 an order on the motions to approve the settlement and for attorney fees and an order dismissing the case. The settlement website lists "Final Approval Order" and "Final Judgment" documents; the site blocked automated download of them, so their text was not read. | Source | |
| Watts v. Liberty Mutual Personal Insurance Company Docket 1:23-cv-12845 | U.S. District Court for the District of Massachusetts | Filed | Filed — no final outcome recorded Putative class action (nature of suit 110 Insurance). The docket shows judgment entered on November 10, 2025 in favor of Liberty Mutual Insurance Company on all claims against it, under a stipulation, and a December 2, 2025 order certifying a Rule 23(b)(3) class and denying certification of a Rule 23(b)(2) class. A hearing on summary-judgment motions was held on September 18, 2026; no ruling on them was seen on the docket on October 14, 2026. The docket entries read do not state the claims in text. | Source | |
| Francis v. Liberty Mutual Insurance Company Docket 1:26-cv-12056 | U.S. District Court for the District of Massachusetts | Dismissed | Dismissed Complaint filed May 6, 2026 by Robert Francis and John Goodwin; the plaintiffs filed a notice of voluntary dismissal on June 1, 2026 (docket entry 7). The docket entries read do not state the claims in text. | Source | |
| Ahmed et al. v. Liberty Mutual Group, Inc. et al. Docket 3:20-cv-30056-MGM | U.S. District Court for the District of Massachusetts | — | Settled | Settled ERISA class action concerning the Liberty Mutual 401(k) Plan, brought on behalf of plan participants and beneficiaries from April 10, 2014 through December 31, 2025. The settlement agreement provides a gross settlement amount of $13,400,000 and states that defendants "admit no wrongdoing or liability." The Final Order and Judgment filed September 9, 2026 (document 225) grants final approval, overrules objections, and dismisses the operative complaint with prejudice. | Source |
Company Relationships
- Owned by: Liberty Mutual Holding Company Inc.
- Affiliated with: Liberty Mutual Personal Insurance Company
- Affiliated with: LM General Insurance Company
- Affiliated with: Liberty Mutual Fire Insurance Company
- Affiliated with: Safeco Insurance Company of America
Frequently Asked Questions
How do I file a Liberty Mutual claim?
The libertymutual.com header links to "File a claim," and the corporate Contact Us page lists 1-800-2CLAIMS (1-800-225-2467), available 24 hours a day, 7 days a week, for claim status questions. Your policy documents give the deadlines and notice requirements that apply to you.
What is the Liberty Mutual customer service phone number?
The corporate Contact Us page lists customer service at 1-800-290-8206 (Monday to Friday 8am to 10pm ET, Saturday 8am to 8pm ET, Sunday 11am to 5pm ET) and says to tweet @AskLiberty for customer service concerns. Sales is 1-888-323-4487 and roadside assistance is 1-800-426-9898.
How do I complain about Liberty Mutual to a regulator?
The NAIC directory says to find your state insurance department and file a complaint there. BBB's profile alert says BBB does not handle complaints about the outcome of an insurance claim and directs those to the local Division of Insurance. Claim handling, cancellations, non-renewals and rates are generally state insurance matters.
Which Liberty Mutual company issued my policy?
Liberty Mutual is a trade name used by several licensed insurers, and the group also uses trade names such as Safeco Insurance. Regulator documents name entities including Liberty Mutual Insurance Company, Liberty Mutual Personal Insurance Company, LM General Insurance Company and Liberty Mutual Fire Insurance Company. The declarations page of the policy names the issuing insurer.
What did the Minnesota Liberty Mutual consent order say?
The October 17, 2023 order says the Commissioner was prepared to act on allegations about the antitheft device discount, use of tenant status in multi-policy discounts, and an automated rate increase; that 86,506 policyholders were identified for approximately $7.7 million in refunds, credits or premium reductions; and that a $150,000 civil penalty was stayed on condition of compliance. The order states there was no hearing, findings of fact or conclusions of law.
What did New York authorities say about Liberty Mutual?
The Attorney General's Assurance No. 25-041 says attacks on three online quoting and purchase tools obtained about 50,000 New Yorkers' driver's license numbers, that Liberty Mutual Holdings Company Inc. neither admits nor denies the findings, and that it agreed to pay $2,000,000. Separately, the DFS list published June 26, 2026 records a $366,000 fine against three Liberty Mutual insurers for claim-handling practices in 2019.
Is there a Liberty Mutual class action settlement I can claim?
The Crutcher settlement website describes a $6.5 million New Mexico UM/UIM settlement; its claim deadline was April 30, 2026 and exclusion and objection deadlines were April 15, 2026, all passed. The site says class members who bought UM/UIM coverage in the covered period receive a direct premium refund payment without filing a claim. Other class actions listed on this page have no open claim process shown on their dockets.
What do BBB and Trustpilot show for Liberty Mutual?
As displayed on October 14, 2026, the BBB profile showed an A+ rating, BBB accreditation, 2,092 complaints in the last 3 years, 522 in the last 12 months, and 1.09 out of 5 from an average of 1,161 customer reviews. Trustpilot showed 4.3 from 4,098 reviews on a claimed profile with a paid subscription. The two platforms are separate sources and are not combined.
What does this site's Liberty Mutual archive contain?
The usacomplaints.com archive holds 76 approved posts dated 2000 to 2013 that name Liberty Mutual or a Liberty Mutual unit in the offender field; the count comes from this site's own database query on October 14, 2026. They are unverified consumer accounts about claims, workers compensation and disability benefits, cancellations and billing, and they predate the 2023 to 2026 regulator actions listed above.