I wish I could give this insurance company negative stars because my experience has been nothing short of a nightmare. I filed a renter's claim on June 30,2024, after a broken water line in the ceiling caused significant damage. Common sense dictates that water isn't going to go upwards, as it's a liquid that seeps into everything. The process has been frustrating and poorly managed from the beginning. On July 1, the claims adjuster gave me permission via text to dispose of damaged items as long as I had pictures, which I did following her advice. However, a week later, the adjuster called me requesting to inspect the damaged items. Reminding her that the items were already disposed of per her permission, her demeanor shifted dramatically, and I was questioned as if I were lying about the damage. This abrupt change in tone was shocking, and it felt like I was being unjustly scrutinized for following her instructions. Things only got worse from there. My claim was sent to the SIU department. She then called a vendor to come and inspect my items, knowing they had been disposed of a few weeks prior with her permission, yet she still allowed this situation to escalate, which is incredibly unprofessional. About 90% of my claim was denied. It's unfair how they can pick and choose what they feel was damaged and the price they choose to compensate you for the items. I had about $20,000 worth of items damaged, and they felt $3,431.00 was what my items are worth. The method they use to pay you for your items is also disheartening. After receiving my first payment, in order to get the remaining payment, I have to submit receipts of the items I purchased to receive the remaining claim funds. I haven't finished purchasing my replacement items as I know what products I can use, and I believe I should be able to choose where and what vendor to use, regardless of the price difference. Customers should not be out of pocket when that is what insurance is for. As of right now, not even replacing all my items, I am out of pocket about $3,000 so far. The majority of my items were electrical. With no vendor inspecting my items, they deemed my commercial upright freezer was damaged but not other electrical items. I had my makeup in a case that was submerged in a tote full of water. They determined only some items could be damaged but not others. I had bottles of perfume they claimed only some could be damaged but not others. Since I lost all the food in my freezer, I asked how to claim it, and it's been over 60 days with no response. The adjuster accused me of choosing to throw away items that were not damaged by water and for not saving items for them to inspect, which is completely untrue. It's clear that the adjuster is trying to cover her tracks by shifting the blame onto me. She should be held accountable for her actions and the way she has treated me. What frustrates me the most is that the adjuster is aware that I acted based on her guidance. Instead of taking accountability for her actions, she has deflected blame onto me. Due to water damage, there is mold which is making me sick. I inquired about "loss of use," which was denied. She stated the reason was due to the landlord's lack of care for the building, as neither the property owner nor the management company has addressed the issue. So the customer gets punished because the owner is neglectful. Mold toxicity is serious, but it seems the insurance doesn't care about their customers' safety, health, and well-being. This entire ordeal has not only wasted my time but has also caused immense stress during an already difficult situation. In summary, I cannot recommend this insurance company based on my experience. Their communication is inconsistent, and their claims process lacks accountability. However, it doesn't end there; my roommate has renter's insurance with the same company as well. They used information from my claim for his, and his claim was covered 100%.

Worst company ever! NOTHING BUT LIERS! NEVER SAME ANSWER ON SAME QUESTION. GO WITH SOME ONE ELSE!

If you pay Liberty Mutual money each month in good faith, and think you will be helped in case of loss; THINK AGAIN. Your piece of mind and false sense of security is badly misplaced. You may get absolutely nothing. From this awful company which has awful ratings on some sites. Based on my experience these are the true sites. Some sites can serve as puppets to combat the bad publicity of the true sites. A former cop who made the TV News for getting rough with a female, broke and entered and while I was away cleaned out the whole house, stole thousands of items of value. Antiques, art, electronics, furniture, + collections of value which took 45 years and much travelling, expense and time to build. Literally 1000's of items. No one knew he was in there illegally. He hired a near yard long tractor tailor semi, and hauled my wordily possessions away. As a customer in good faith for over 10 years, paying money to them; FOR NOTHING. What they did for me was NOTHING. When something happens and you need their help; NOTHING. ZERO... ZILCH. This was my 1st insurance claim ever in my entire life. The 1st time I ever dealt with any insurance company. Their employees must be getting incentives to avoid paying on cases. Maybe they get a bonus. Here are some of the tactics that Liberty Mutual uses.
1. They ask for you to provide impossible ridiculous unreasonable things, and then base your whole claim on you providing the impossible. Even if you have literally hundreds of pictures. Hundreds! They are determined NOT TO PAY.

2. They say they'll get back to you the same say or next; and it's like a wild goose chase instead. No one to help. No one to talk too. Eventually like months later, someone finally emailed me back on something. Just try to get in touch with someone through their automated system, once you are already a customer. Like Mission Impossible.

3. Agents who knows every trick and game in the book and try everything in their power to screw you out of your money, any way they can think of. Anything that will make it hard for you. Their goal is for you to just not be able to take it anymore; to give up, so they won't have to pay your claim.

So if you choose Liberty you might think everything in your house is safe and covered; but IT IS NOT, based on my experience. You effectively really have no coverage at all. If something happens to your stuff; it's gone and that's it. No money from them, based on my experience. They try to weasel out of paying you any way they can. Make no mistake about it. You then have to file a complaint with the state or sue them in court for breach of contract. And who knows what happens then. That's what I will see for myself next. They are one slick company and they have an awful record and customer satisfaction on the right sites, the ones that are right and not their puppets. Choose anyone but them. I am in my 60s and it's going on 2 years and not a cent from them unless I successfully am able to get the state to step in or if I can successfully sue them. They are the WORST of the worst. Don't even think of Liberty Mutual Insurance. I payed them all that money for so many years like a Fool. FOR ABSOLUTELY NOTHING. NOT A CENT.

My late husband & I got LibMu back in I think 2002 or 2003. When he died two years ago, LibMu refused to remove his name from the policy. The rep told me I would receive better rates. I didn't care. Every time I tried to remove his name, I was met with aggravation. At one point, I offered to drive an insurance rep out to the cemetery to his niche, as his death certificate didn't seem to do the trick.

I down-sized to another state, 15 miles away from my former town. When I had my license, plates/ registration, and title for my new state, I called LibMu. I was given a lower rate, and told everything looked good by Sharon.

The next day, I received an email bill from LibMu for about $250, to be paid by 6/30. I also received emails and texts every couple of hours, demanding payment. I called and spoke with Dawn. She told me that was for the balance on the old policy, and she would roll it into the new policy.

I still continued to receive texts telling me to pay, now dated as due 7/05. I called and spoke to Amber. Amber told me that the policy could not be rolled over because... THE OTHER PERSON ON THE FIRST POLICY WAS NOT ON THE SECOND POLICY. When I informed her that the other person had died two years ago, and I had tried to remove him repeatedly, all I got was a "yes ma'am."

As LibMu has had repeated problems with removing my deceased husband, as well as problems with a simple direct monthly debit to pay for it, I decided to get another insurance company. WOW. Rates, even with my college-aged daughter, were half of what LibMu was charging me for auto, and 1/10 of what LibMu was charging me for renter's! When I changed, my new insurance company, a reliable and established corporation, sent LibMu a letter on my behalf telling them not to bother me. I sent them a letter on my own, asking exactly what all these bills were suddenly on an automated account that was kept up-to-date on my end, and to put it in writing on paper.

That hasn't stopped LibMu. Every morning, I wake up to another demand email. If I wasn't collecting them for a lawsuit, I would block LibMu. I did block their texts.

Most recently, I was contacted by the "Presidential Department." I know what this "department" is, having worked in customer relations. It's an attempt to keep customers, and if not, to bully them into doing things the way a corporation wants. I called the number, and told the rep that I had *specifically* told LibMu to put it on paper. The rep replied, "Yes, but we're calling you." I replied that putting it on paper meant just that, and mailing it to me meant an envelope with a stamp, addressed to me. I then stated I did not want them calling me, ever again.

So I am emailing local consumer help services, such as at newspapers and television stations. I am contacting the state attorney general (I don't think the BBB does much of anything these days). And I am collecting what has now turned into harassment every morning. Go away, Emu and Doug! Take your "Presidential Department" and sudden, unexplained bills with you!

Was hit by Liberty Mutual Insurance (LMI) client, client assumed blame and was ticketed for his actions. LMI refused to process my claim since they had not assumed liability. Long story short after 30+ days finally get vehicle to shop. Vehicle has more extensive damage that initially thought so vehicle was total loss... this is where nightmare continues to worsen. Claims resolultion person refused to provide me fair market value for my vehicle despite the fact that they are obligated to provide finances for me to purchase a comprable vehicle. So blame is place on me because I researched and got a good quality vehicle that would maintain its value AND was struck by their client. They salvaged vehicle, but felt appropriate to offer me BELOW market value so my research to find the vehicle I felt suited my needs was for naught - I couldn't afford a replacement! They continually blamed me, the victim, for being difficult and not accepting their settlement and when I contested their settlement they retailiated against me and took rental car they had provided while my vehicle was in for repairs. Finally insult was deductions for a dirty dash board and dog hair on the floor of my SALVAGED vehicle - guess it was my fault for not detailing the vehicle before their client hit me, drove under my SUV and then shoved me into the car in front of me resulting in total loss of my vehicle. Was the victim of accident and then victim of claims representative and claims department manager. BETTER HOPE YOU NEVER GET HIT BY A PERSON INSURED BY THIS COMPANY OR YOU WILL NOT BE ABLE TO REPLACE YOUR VEHICLE WITH THE SAME MAKE/MODEL/YEAR YOU WERE DRIVING WHEN THEY HIT YOU!

Big advertising. Big promises. Big propaganda. I came by these conclusions honestly. It all started...

Way back circa 2006 when I was with state farm and that year the U.S. Supreme Court ruled they were a monopoly and ordered them to rid themselves of 1/3 of all auto policies = 1 out of 3. Well I had 3 vehicles and one of those got dropped which caused me to go insurance shopping. I certainly didn't want 2 different auto insurance things going on anyway, so finding a one stop shop was priority.

Liberty Mutual was just going national into auto insurance about that time and their rates and local offices made them a really good choice then. So, I was once completely sold on this company. There were benefits. ALL 3 VEHICLES went into 1 simple policy/account number/payment schedule. They gave unlisted discounts for things like certain college affiliations whether you completed there or not. My local agent went through a whole list with me one day and that equated into close to 30% savings (YAY).

All was well at first... then offices began disappearing and the closest one to me suddenly was like 25 miles away. Next is a thing ONLY LIBERTY MUTUAL... and totally George Orwell 1984... they have this "computer" that tells them things. NOBODY KNOWS WHY OR HOW, AND WHATEVER IT SAYS TO THEM REGARDING YOUR ACCOUNT THEY ARE BOUND BY without any way around regardless of it even making sense.

You may find out when they run your rate 3 times and get 3 completely different numbers and nobody knows why and if you start asking questions about this secret wizard of oz set up, they will force you into ONLINE ACCOUNT SERVICE ONLY. Also once they run your numbers 3 times you have to leave and wait 72 hours for the system to reset because you have been marked. WTH? Wonder if you really need insurance that first day? Oh well...

Next if you get any form of citation, points or not, YOUR RATE SPIKES. Even for the mildest of events. AND>... they will argue for YEARS and keep that rate in place without and form of reason. I was told over and over that it would reset at years end... well 5 years later and they still used that even though it wasn't even on my actual driving record anymore. My original rate for a single older pickup was $800 something for 100/300/100. Then it was jacked to $1200 something over a minor citation that had no points attached (seat belt violation). That was a 30% jump that remained.

Finally 2 years ago, after being a client for 10 years crazy things began to happen with my billing. I would simply not get a bill but would suddenly get a cancellation date notice. Since that was before the actual date, I called and fone paid but it had me nervous because it was happening repeatedly.

In the midst of that I had someone hit me. I called them to report I had an incident but WAS NOT AT FAULT, HAD POLICE REPORT THAT CITED OTHER DRIVER, AND WAS NOT MAKING ANY CLAIM WITH LIBERTY MUTUAL just reporting the incident.

That was a mistake and one I later learned would not have mattered as ALL INSURANCE CARRIERS SHARE A NATIONAL INCIDENT REPORTING DATA BASE.

Suddenly my insurance rates TRIPPLED! Their ads all boldly claim "accident forgiveness". I was not even at fault. Both my current vehicles are older (1995 f150 for work & a 1997 Chevy Suburban that came a year ago with brand new engine + low miles). I was formerly paying right at $1200 for truck alone, but since the suburban was only a part time driver the rates only increased to around $1400ish.

Only a couple months after my incident was reported (and they had all police reports/paperwork faxed to them for their records that NO I WAS NOT AT FAULT and yes the other driver was cited), my combined rates for those overnight became $2800 yearly = doubled. (Wait for it it's not over).

So when that happened I called and complained and they directed me to a "specialist"... and this person was going to "re-rate me". He did and my rates were supposed to come back down to $1400 but with a drop down a notch in coverage.

He sent the new forms for me to sign and return... when I got those, the new rate for LESS COVERAGE was now $3600. I wanted to know why & WTH was going on over there. Nobody there would talk to me. I meant they had my phone number auto marked and it bypassed any live person choices and went straight to voice mail. I called from another number and the person asked for my account number. I gave that and she was typing and then she had a change in her voice and said, I need a moment to pull up your info... dial tone. I waited 10 min and tried again, BUT OH NO, that number was call diverted. So I went shopping once more.

Settled for now with geico and its back to $1200 where I stared.

Now you would think this was all over, BUT IT'S NOT. Because somehow they officially hijacked the accident claim process and was applying my uninsured motorist provision. I actually didn't exactly care because I was no longer their client anyway and a $1500 refund towards my vehicle damage would be nice.

HOWEVER, I am starring at 2 years exactly and no funds yet. I even blogged at twitter on one of their 5 twitter channels. That got them private messaging me with BIG PROMISES. One involved a vice president of customer relations. So far that has not quite even settled it. Maybe their scary computer won't allow it right? Just sayin.

I can say I was directed to a SENIOR OFFICER in the claims division who has supposedly taken over and wants me off their books asap. I am not holding my breath.

One thing of great importance: I recently emailed 2 copies of estimates via pdf documents and got a confirmation email back. It was what that email said that is of note. It had a notice that yes they had received the documents and would be in touch with me soon either by phone and/or email to be looking out in my email for that. AND if within a week I had not heard from them to CHECK MY JUNK MAIL FOLDER FOR ANYTHING LIBERTY MUTUAL OR... SAFECO.

Safeco has always been a 2nd/3rd tier auto insurance giant and it is my guess they merged, but it is my hunch that safeco now controls liberty mutual. EITHER WAY IT'S BAD. Really really bad.

Whether it's all their false propaganda, their creepy computers, their sky jacking your rates, or their other bad relations policies, I would never again attempt business with them outside of legal proceedings. That conclusion comes from a guy who just a few years ago swore by them.

Today I mostly feel like swearing at them.

-kevin thompson