Dishonest, unethical company. Avoid at all costs! - Customer Service Liberty Mutual Insurance Employee Review

At Liberty Mutual, job security does not exist. There are constant, constant layoffs at this company. The number of layoffs is accelerating because Liberty Mutual is moving many job functions to India, and they are also in the process of transitioning licensed insurance jobs (such as licensed Customer Service Agents) to contractors that make $9 per hour with no benefits. Management, of course, will deny this, but the writing is on the wall. Management has given the contractors and India representatives more and more work. If you enjoy working under the constant threat of layoff, you will love working here. The CEO even said in a town hall earlier in 2019 that there would be no more layoffs this year, and of course, that was a big lie. Are you a Liberty Mutual policyholder? Need help with your policy? Congratulations, if you email Liberty, an unlicensed worker in India is changing your policy or providing you coverage advice. (I question the legality of this. Coverage advice and policy changes are supposed to be done by licensed U.S. agents) Liberty Mutual does not want their policyholders to know that India is doing the work now, and this speaks to the total lack of transparency at the company. Also, the front line representatives (claims reps, service reps, sales agents) do some of the hardest work in the company at low pay. Meanwhile, there are thousands of employees who make $70k+ per year to maybe work 2-3 hours total per day and spend most of their day binge-watching Netflix. (Must be nice!!) Meanwhile, the front line is stressing from extreme micromanagement while getting paid peanuts. How about actually paying for the amount of work done? Senior Management is awful. They are dishonest and incompetent. Senior Management has instructed middle management & supervisors to “coach out” employees who give out low Employee Opinion Survey scores. Liberty claims the surveys are anonymous, AND THAT’S A LIE! I’ve seen several employees pulled into a room to have a ‘discussion’ about their surveys. I’ve seen several responses on other reviews from a Liberty employee encouraging people to reach out to the compliance hotline or have discussions with their manager with their concerns. This is useless because Liberty Mutual retaliates against employees. They claim to have a ‘no retaliation’ policy, but of course, that is another lie. If you voice any concerns, you will be targeted. That’s a fact. Senior management’s incompetence is the biggest cause of the layoffs. They make horrible decisions which cost the company a ton of money, so they lay off a bunch of people to cut costs. The excuse always is: “We believe this change will better position us for the future.” There is a total lack of accountability with them. It’s frustrating. In addition, Liberty has had to jack up rates to bring in more money to cover up for their incompetence. The result: a product that is very poorly priced compared to the competition. You would be amazed how many policies are cancelled per day because of the awful rates Liberty offers.