Liberty Mutual Insurance

  www.libertymutualgroup.com
  www.libertymutualgroup.com

Liberty Mutual Insurance Reviews

Updated December 22, 2014
Updated December 22, 2014
1,197 Reviews
3.4
1,197 Reviews
Rating Trends

Recommend to a friend
Approve of CEO
Liberty Mutual Insurance President & CEO David H. Long
David H. Long
453 Ratings

Review Highlights

Pros
  • The company pay is reasonable for the expectation and lack of work life balance (in 85 reviews)

  • You are given a good amount of days off per year and good benefits (in 95 reviews)


Cons
  • Work/life balance can be a challenge but that's pretty much corporate America (in 78 reviews)

  • Senior Management is not aligned, compensation lacking for increases, no work-life balance (in 17 reviews)

More Highlights

Employee Reviews

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  1.  

    Choose Wisely

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Senior Customer Claims Representative in Sacramento, CA
    Former Employee - Senior Customer Claims Representative in Sacramento, CA

    I worked at Liberty Mutual Insurance full-time (more than 5 years)

    Pros

    Good pay, vacation. Provides good 401k matching, most people are friendly. Good way to get your feet wet. Be sure to filter the reviews here for "senior customer claims rep" or "claims adjuster" to get a better idea of what this particular position entails.

    Cons

    Where to begin... First there is constant micromanaging. You have to enter a special code on your phone if you go to the bathroom and if your manager feels you took too long, you will get a warning. If you take too many calls, you get talked to. If you take too few calls, you get another talking to although no one can tell you what exactly they are looking for as far as how many calls you should be taking. It is a call center environment. The phone never stops ringing although you are told to get work done when you are available (meaning there are no phone calls coming in, which is never). We are always out of compliance with the Department of Insurance for getting required letters sent out to customers in the appointed time (which is mandated by law, but nothing is ever done by the company to minimize this happening).
    The job and pay is driven soley by metrics which are pretty much unattainable. Right now, their priority is your CSAT score which customers submit via e-mail. You have to have a minimum 4.1 out of 5 each month! Although you handle about 200 claims per month, you will average about 5 surveys filled out. Just one bad score will sink you, even if the low score is for a ridiculous reason (like if the customer gives you a 1 because an appraiser can't come to their home the same day they file a claim -- that's a real example). They will also give no consideration to a low score even if management decisions brought them on. If we are too busy, Home Office will decide to have us go "Code Red" and we are not allowed to make any phone calls for the rest of the day, we can only take calls. When the customer gives you a low score because you didn't call them back, you are held 100% responsible. They will fire you if your scores are too low. For the 5 years that I was there, the metrics were always changing. What they fired someone for last year is no longer important and no longer an objective this year. And even if they keep the same metric, the way its measured will change. You can be their star employee one year, and the next you're down at the bottom because the way they evaluate you completely changed. Also, if you did hit their numbers they can still keep you from getting a raise for "having a bad attitude." Whether management likes you can still be the ultimate factor in your pay even if you hit all their impossible numbers.
    There are many other issues -- their claims system is terrible and time consuming to use despite having no time to mess with it. Hard working employees are looked over for mediocre manager's pets. If you choose to work here, buddy up to the managers immediately. They will decide whether you are a "chosen one" within a couple weeks of you starting which is before you even start handling claims. These people will move up within a year or so while others who would have earned it will toil away in the same position for years. They will tell you that there's lots of opportunity, but that's only if you are one of the chosen ones. If you haven't moved into another position after 2 years, you'll never go anywhere. There is lots of mandatory overtime and you will work multiple weeks of 50 plus hours.
    Finally, they have decided that you will handle claims from all 50 states. All other companies are split into small regions so you can give your customer proper service. At LM, you may get a call from Hawaii, then New York, Florida, Oregon, then Ohio. Every state has its own laws and regulations. Its not possible to know them all so you can never really learn the answers to their questions, you are always putting them on hold and looking it up (your manager will also ask why you put customers on hold so much). This is a million times worse for for Total Loss Reps...whatever you do, do not become a total loss rep. They will tell you they chose you because you are so good at your job and blah, blah, blah, but it is a trap. You will have more work, tougher metrics, and it's not a promotion or an increase in pay. If you decide to work here, realize you are just going to be used. You will be expected to smile and not complain.
    Hey, they just sent out an e-mail telling you they know how hard you work and as a reward you get to wear jeans, even though you've been wearing jeans everyday for the last year and half! You should be happy now!

    Advice to ManagementAdvice

    Stop hiring Ivy League MBAs straight of school. You need a few people with claims experience creating SOPs for any real changes to be made. In the meantime, whatever new and wonderful idea you come up with, do the opposite. Every decision has been for the worse for the last three years at least.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  2.  

    Great Company to work with

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Sales Representative
    Current Employee - Sales Representative

    I have been working at Liberty Mutual Insurance full-time (more than 3 years)

    Pros

    Good benefits, good pay,good co-workers

    Cons

    Management, competitveness in the market place

    Advice to ManagementAdvice

    None

    Recommends
    Neutral Outlook
  3. 1 person found this helpful  

    Great organization

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee

    I worked at Liberty Mutual Insurance

    Pros

    Benefits, culture, and great peers!

    Cons

    Growth opportunities are limited if not willing to relocate.

    Advice to ManagementAdvice

    Focus on employees future growth and development with promoting an environment of cross functional collaboration.

    Recommends
    Positive Outlook
    Approves of CEO
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  5. 1 person found this helpful  

    Good company to work for

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee

    I have been working at Liberty Mutual Insurance

    Pros

    Company has your back and compensates you well. If someone told me at 23 I would be making 90k this year I would have laughed.
    Good managers and people to work with

    Cons

    Typical corporate issues. Somewhat boring job. Not a lot of time off since if you miss a week in sales you make little to no money.

    Advice to ManagementAdvice

    Care more about the people on the front lines

    Recommends
    Positive Outlook
    Approves of CEO
  6.  

    Good benefits

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Anonymous Employee in Boston, MA
    Current Employee - Anonymous Employee in Boston, MA

    I have been working at Liberty Mutual Insurance

    Pros

    Very nice benefits package, good work-life balance and interesting projects

    Cons

    Too corporate, literally everything you do goes into a powerslide, culture is uptight

    Advice to ManagementAdvice

    Lighten up

    Doesn't Recommend
    Positive Outlook
    Approves of CEO
  7. 1 person found this helpful  

    Adjuster Job Turns Into A Call Center Job

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Property Adjuster in Lake Mary, FL
    Current Employee - Property Adjuster in Lake Mary, FL

    I have been working at Liberty Mutual Insurance full-time (more than 5 years)

    Pros

    Great co workers and being able to help insureds.

    Cons

    Totally clueless senior management. A once satisfying job is ruined when inside adjusters are forced to take calls on other adjusters claims. Job satisfaction and customer satisfaction take a hit when adjusters fight a losing battle trying to do the work of two people. You are either an adjuster or a call center employee. It is impossible to adequately perform both jobs.

    Advice to ManagementAdvice

    Get out of the adjusters way and let them adjust. Don't dumb down the adjuster job by turning adjusters into call center reps. Adjusters didn't go to college so that they could work in a call center. You have taken what was once a wonderful job and absolutely ruined it. Put some people in senior management who actually understand the insurance business and get rid of the clueless bean counters who have no ability to relate to the people who do the real work of the company.

    Recommends
    Neutral Outlook
    No opinion of CEO
  8.  

    Overview

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Contract Analyst in Weston, MA
    Former Employee - Contract Analyst in Weston, MA

    I worked at Liberty Mutual Insurance

    Pros

    Large company with great benefits and salary

    Cons

    Not much room for advancement

    Advice to ManagementAdvice

    Have more career opportunities for employees

    Recommends
    Positive Outlook
    Approves of CEO
  9.  

    Great company, lots of room for growth

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee

    I worked at Liberty Mutual Insurance

    Pros

    Leadership cultivates a team environment

    Cons

    Not a lot of transparency

    Recommends
    Positive Outlook
  10.  

    Good Jobe for entry level college graduate.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Claims Adjuster in Hoffman, IL
    Current Employee - Claims Adjuster in Hoffman, IL

    I have been working at Liberty Mutual Insurance

    Pros

    9kay work life, compensation , benefits and environment.

    Cons

    Long hours. Salary s9 not over time.

    Advice to ManagementAdvice

    Better training. Program

    Recommends
    Positive Outlook
    Approves of CEO
  11.  

    Great place to work!

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Rewrite Unit Specialist in New Castle, PA
    Current Employee - Rewrite Unit Specialist in New Castle, PA

    I have been working at Liberty Mutual Insurance full-time (more than 3 years)

    Pros

    I started out making good money 3 years ago as a licensed csr. I've been promoted to a higher paying position and also get to work from home. Yearly bonuses, great benefits, very decent salary, wonderful people.

    Cons

    I can't think of any cons. Do your job and mind your business. You'll do great here!

    Recommends
    Positive Outlook

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