Liberty Mutual Insurance reviews

After 2020 when covid hit the company who seems to work so hard to show they appreciate their employee plummeted. They underestimated their claim volume due to the pandemic and fired a very large portion of adjusters who were not in the top tier of performance. When all anyone could do was drive and claim volume skyrocketed, the adjusters left were forced to take on a very unreasonable work load which killed metrics. Liberty is very big on metric numbers and is quick to place employees on plans and terminate them. Being a single mom working from home while attempting to homeschool to some degree was absolutely impossible. Managers tried to be empathetic but they are just middle men and are not able to really help employees. We were forced to work mandatory overtime. The volume was extremely high and the stress associated was even higher. Liberty attempted to use Independent Adjusters to help with volume and the people hired were completely incompetent, did not complete claim files, paid out wrong and eventually were let go. The adjusters that managed to stay on were forced to take on those horrific files and told to fix them on their already unmanageable load. Metrics plummeted due to these bad files and high volumes and more and more employees were either fired or left the company due to how it was being ran. I attempted to stay on and worked off the clock and on PTO just to stay barely above line to not be fired. Liberty directly contributed to a massive mental breakdown in 2021 and I’ve suffered the effects ever since. Communication was always brought to managers about work life balance, case load and mental stress adjusters were feeling. Unfortunately as I said they were middle men and were not able to provide any help or relief as their hands were tied with what senior management was telling them they need to do. They were as lost as we were. Also the cost of living has increased greatly and Liberty has yet to increase wages due to cost of living. At this time you can get a job elsewhere that pays better with a fraction of the stress and volume. At one time Liberty was competitive with pay. They are no longer even close. At this time everyone I know throughout my time at Liberty has faded away. In my opinion Liberty used to be a great place to work, one I was proud of. Now the company has become an embarrassment and a shell of the former.

No matter what department it is, they purposely dont hire enough people because they would rather over work their employees to get more bang for their buck. For example, in the claims call center; they purposely will only retain enough employees for the calls to be back to back to back. They will never hire enough people in the call center because they dont want there to be even 10 seconds in between calls; they want there to be no down time. When you get into an Adjusting role they also over-work you there. For Example, they have a team of about 13 adjusters handling alllllllll the glass and roadside reimbursement claims for the entire country and not only do they handle the reimbursement claims but they also take inbound calls from a hotline number like a call center, handle all the glass and tow complaints, handle all the coverage verification, all glass appraisals, FL invoice processing etc. My only other complaint besides them overworking us all to death is that they make it hard to transition from department to department; I have been trying to transition from claims to underwriting for 3 years and still no luck.