Claims Service

Our four service principles guide every aspect of how we manage claims.

We know claims don’t happen often, but when they do, you want partners who are knowledgeable and responsive. Our claims team is focused on getting your clients back up and running after a loss, protecting their operations, and returning their injured workers back to work as soon as medically appropriate.

To ensure a consistently superior claims experience, we have four service principles that guide every aspect of how we manage claims.

    • We treat everyone as we expect to be treated.
    • We build relationships with our agents, brokers, and customers.
    • We resolve claims expediently, with a focus on quality outcomes.

    “I had a very pleasant conversation with Rob yesterday. He was interested in my well-being and ongoing recovery, while making it clear that he would make sure the financial piece would be taken care of. I couldn’t have asked for more.”

    Liberty Mutual Policyholder

    “My claim was handled quickly, with the adjuster contacting me shortly after the claim was filed for a power spike that ruined a digital control panel. My repair company took their time billing me, but the adjuster kept in touch and as soon as he received the info he requested, I had full payment for the claim within 3 days! In my 46-year career, this was by far the best experience I have had with an insurance claim.”

    Liberty Mutual Policyholder

    In our 2014 claims management satisfaction survey, nearly 60% of customers rated us a perfect
    10 out of 10.
    Based on Liberty Mutual 2014 Claims Management Satisfaction Survey of 1,791 survey responses with just under 1,020 with a rating of 10 from inception of the program April 2014 through April 20, 2015.
    • We are advocates for our customers.
    • We understand the complexities of insurance and provide direction.
    • We strategically engage resources to resolve claims.

    “A client had a log truck roll over in southern Oregon and diesel fuel was spilling into a local river. Within just minutes, I had one of Liberty Mutual’s environmental claims specialists on the phone, providing resources and advice.”

    Liberty Mutual Independent Agent

    “Debra made the process so easy, allowing the body shop to release my car back to me in a timely manner. I wish other adjusters/claim reps handled business like this.”

    Liberty Mutual Policyholder

    We have approximately
    200
    team members dedicated to developing, deploying, and measuring adherence to our standard practices, to ensure that we provide you with a consistently exceptional Liberty Mutual claims experience.
    • We are highly responsive, empathetic, and helpful.
    • We explain the entire claims process and follow through on all commitments.
    • If a breakdown in service happens, we resolve it quickly.

    “Shannon’s interest in getting me to the right person when I called and following up the next day may seem like a small thing, but honestly, it further solidifies why the Liberty Mutual team stands out amongst its peers in the industry.”

    Liberty Mutual Independent Agent

    “I called Liberty Mutual this afternoon and was greeted by the nicest representative. She answered her phone promptly, and was extremely personable and helpful. Other carriers should take a similar approach — starting with being at their desks and picking up the phone when it rings.”

    Liberty Mutual Policyholder

    An EF5 Tornado hit Moore, Oklahoma on May 20, 2013.
    With in 48 hours
    Liberty Mutual had set up a mobile command center, was providing daily communications, and had field agents assessing client losses.
    • We communicate our claims process in clear, concise terms that everyone understands.
    • We provide timely, thorough updates on the status of claims to all involved.
    • We work collaboratively with our business partners.

    “Recently, we had an employee who tripped, broke his hip, and had to have surgery. Joseph communicated daily, sometimes multiple times a day in his attempts to contact the employee and confirm his status. Joseph did an excellent job, immediately taking ownership of what he could control. I applaud his unending commitment to customer service.”

    Liberty Mutual Independent Agent

    “Ja’Qkeyia recently handled a claim for my company and did a fantastic job. She demonstrated excellent customer service and patience when explaining the insurance claim process to someone with no experience in this area. Having her as a point of contact when my company has a claim makes me very glad to work with Liberty Mutual.”

    Liberty Mutual Policyholder

    We prioritize answering the phone immediately, and returning phone calls, at a maximum within
    4 business hours.
    Responding to our customers’ and agents’ calls is the most important thing we do.

We partner with you and your clients to deliver a consistently superior claims experience and achieve better outcomes. View these videos to learn more.