Does Liberty Mutual have good customer service is average, with large insurer offering multiple channels but satisfaction around average. Liberty Mutual Insurance, officially Liberty Mutual Insurance Company, headquartered Boston, Massachusetts, USA, at 175 Berkeley Street, Boston, founded 1912, now 6th largest P&C insurer in US with over 45,000 employees and millions of customers, offers customer service via phone 24/7 claims service at 1-800-837-5254, online account and mobile app for policy management and claims filing, and local agents in many areas for in person service, with call centers handling billing, claims, and policy changes. Customer service ratings based on J.D. Power US Auto Insurance Study and US Home Insurance Study show Liberty Mutual customer service around average with satisfaction scores around 800 out of 1000 for auto and home, slightly below top rated insurers like USAA and Amica with scores around 850 to 900, with positives including 24/7 availability, easy online quoting and claims via app, and helpful local agents for those with agent relationship, with many reviewers praising specific agents for personalized service, and negatives including long hold times for call centers reported by some customers with waits of 20 to 40 minutes during peak times, inconsistent service between agents and call center, and some complaints about billing issues and difficulty reaching adjusters during claims, with complaint index slightly above average per NAIC. So Liberty Mutual customer service is average, with 24/7 phone and app and local agents, satisfaction around average with some long hold times and inconsistent service, but generally adequate for large insurer with many channels.
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Marked as accepted