Our continued commitment to customers during coronavirus

At Liberty Mutual, the well-being of our customers and employees is always our top priority. From issuing refunds to our customers, to providing payment flexibility, to issuing grants for community partners responding to coronavirus, we’re here to help in tough times, as we’ve done for over 100 years. Below we summarize all the ways we are helping our customers and how to access these benefits.

Personal Insurance Customers

Payment Flexibility

From March 23 through June 15, 20201, we automatically waived all late fees and continued insurance coverage for customers with overdue payments. To make it easier for customers who are behind in payments, we’re proactively taking the following actions:

  • If you pay monthly on our direct bill payment plan with two or more bills remaining and have an outstanding balance on your policy as of June 15, this balance will be spread out over the remaining bills in your policy period. Your new monthly bill amount will be higher to account for the previous unpaid balance. For example, if you owe $100 and have 10 months left on your policy, we will add $10 to each month.
  • If you pay monthly on our direct bill payment plan and have one payment or fewer remaining in your policy term, your outstanding balance will be transferred to your renewal policy and spread out over your future policy term.
  • If you pay annually, semi-annually or quarterly on our direct bill payment plan and currently have an outstanding amount due, please go online or contact us to make a payment to avoid receiving a cancellation notice. In addition, we have alternate payment options you may find helpful at this time, such as changing to a monthly payment plan
  • The easiest way to see your billing amount going forward and to manage your billing preferences is through our app or online.
  • Customers who did not have an outstanding balance as June 15, 2020, will not see any changes to their current payment arrangements.

1End date may vary by state. Find state-specific personal/casualty lines insurance information regarding Covid-19

During this difficult time, we know you may be experiencing financial hardship and may have changed your driving pattern. You may contact us to review coverage, deductible, and other policy changes, including options to update mileage.

Payment Flexibility FAQs

Personal Auto Customer Relief Refund

In April, we announced our Personal Auto Customer Relief Refund, through which we returned approximately $250 million to our customers. Personal auto insurance customers received a 15% refund on two months of auto premium, based on your premium amount as of April 7, 2020.1

  • Refunds began in April and throughout the month of May and were issued in the manner you made your most recent payment, or by check.
  • Refunds issued to credit cards and bank accounts were completed by May 20th, and refunds issued by check were mailed by May 20th.*
  • Your refund amount is posted in your Payment History in the app or online.

*Refunds are still in process for our customers in New York and Michigan and will be completed by the end of June.

Find state-specific personal/casualty lines insurance information regarding Covid-19

Relief Refund FAQs

Download Our Mobile App to View Your Billing Information and Your Refund Amount

We understand it’s a challenging time. That’s why the Liberty Mutual mobile app makes it easy to confirm you've received your refund and update your billing preferences, like changing your payment date, if you need to.

Download the Liberty Mutual Mobile App on iOS Download the Liberty Mutual Mobile App on Google Play

Changes to Auto & Property Claims Process to Protect Customers and Employees

  • We are slowly resuming on-site damage inspections, starting with exterior inspections of buildings and homes. Prior to the inspection, our property adjusters will talk about the inspection process, social distancing, sanitization and CDC Guidelines designed to keep our customers and employees safe. Whenever possible, we will complete in home inspections through RealTime Review video chat or other video collaboration tools. We will ask customers for their approval before using these tools.
  • Auto appraisers will also slowly resume on-site appraisals, starting with exterior inspections of cars and will continue to complete appraisals virtually when on-site is not possible. You can submit photographs of vehicle damage online and through our app, including using our new assisted-photo tool which will show you step-by-step how to take damage photos. Prior to the going on site, our auto adjusters will discuss the appraisal process, social distancing, sanitization and CDC Guidelines designed to keep our customers and employees safe.
  • All other claims employees are working from home to handle claims as quickly as possible. For faster claims processing, we strongly encourage you to file new claims online, to manage claims online, and to use our digital tools including RealTime Review video chat and guided photo capture.
  • We’re instructing any vendors who provide services to Liberty Mutual to follow the same guidelines.

Business Insurance Customers

Payment Flexibility

From March 23 through June 15, 20201, we automatically waived all late fees and continued insurance coverage for customers with overdue payments. To make it easier for customers who are behind in payments, we’re proactively taking the following action:

  • If you pay monthly on our standard direct bill payment plan and have two or more bills remaining and an outstanding balance on your policy as of June 15, this balance will be spread out over the remaining bills in your policy period. Your new monthly bill amount will be higher to account for the previous unpaid balance. For example, if you owe $100 and have 10 months left on your policy, we will add $10 to each month.
  • If you pay monthly on our standard direct bill payment plan and have one payment or fewer remaining in your policy term, your outstanding balance will be spread over the remaining months in your policy period. Most standard bill plans bill over a 10 month period; we will also bill in months 11 and 12 to provide extra time to pay.
  • If you pay annually or quarterly on our direct bill payment plan and currently have an outstanding amount due, please contact us or your agent to make a payment to avoid receiving a cancellation notice. In addition, we have alternate payment options you may find helpful at this time, such as changing to a monthly payment plan.
  • Customers who did not have an outstanding balance as June 15, 2020, will not see any changes to their current payment setup.

1End date may vary by state. Find state-specific personal/casualty lines insurance information regarding Covid-19

Payment Flexibility FAQs

Businessowners Policy Refund

To help Liberty Mutual small commercial customers, we announced the Businessowners Policy (BOP) Refund. Small commercial customers received a 15% refund of two months of their annual BOP premium for policies in-force, based on their premium amount as of April 1, 2020, pending regulatory approval. Refunds happened automatically and have been completed, with the exception of CA and NY customers as we are awaiting regulatory approvals.

Businessowners Policy Refund FAQs

To search for your refund amount and status, please visit Search Businessowners (BOP) Policy Refund by policy number

Coverage Flexibility Options

For other types of insurance policies outside of Businessowners policies (BOP) including workers compensation, general liability, package policies, and vehicle coverage, we are ready to work with each customer to temporarily adjust your insurance coverage as needed to reflect changes your business has experienced. Please contact your agent to discuss those options.

Delivery Coverage Expansion

We understand that many small businesses such as restaurants, bakeries, delis, etc. are temporarily offering new or extended delivery services to keep business open, creating a gap in insurance coverage. We are temporarily offering Hired and Non-Owned Auto coverage to fill insurance gaps if you decide to add delivery to your business with vehicles you don’t own. Please contact your agent to add Hired or Non-owned coverage to your policy.

Additional Business Resources

Our Communities

Our philanthropy program is helping people who are experiencing some of the greatest need during this time. Among our many efforts in the U.S., we’ve committed $15 million in crisis grants to community partners helping respond to the coronavirus; given donations to each of the over 800 nonprofits we partner with during our employee volunteering program; further supported employees’ online charitable donations with company gifts; and created an employee phone outreach program to call those in the community who are socially isolated.

Across the globe, our varied and widespread philanthropic efforts range from providing meals to families in India and Hong Kong; donating masks in Singapore; and giving monetary contributions to many local nonprofits.

Measures to Keep Employees Safe and Prevent Spread of Coronavirus

We’ve taken measures to follow CDC guidelines and prevent the spread of coronavirus to our employees and customers:

  • We’ve enabled all our employees to work from home and implemented mandatory work from home across all offices in the US and Canada.
  • All air, rail, and bus travel by employees is restricted.

We will keep you informed as this situation continues to evolve. In the meantime, stay well and thank you for being a Liberty Mutual customer.

Personal Auto Payment Flexibility FAQs

Personal Auto Relief Refund FAQs

Businessowners Payment Flexibility FAQs

Businessowners Policy Refund FAQs