New York

At the Liberty Mutual office in Rochester, trained local agents can help you find the coverage you need, and the discounts you deserve. Our Rochester office is located in the building next to the Marriott Courtyard. For more than 15 years our office has proudly served the communities of Rochester, Brighton, Chili and Henrietta. Causes close to our heartsOur representatives participate in a number of community activities including: <ul><li>Volunteering at the Flower City Habitat for Humanity by clearing property for a new home.</li><li>Volunteering at the Al Sigl Sports Classic.</li><li>Volunteering at Open Door Mission to sort through clothing donations.</li></ul> Talk to a Liberty Mutual Agent TodayContact a sales representative today to learn more about which auto insurance, home insurance, and life insurance options are best for you and your family.

Rochester, NY

We’re sorry to hear of your less-than-satisfactory experience and hope you will accept our sincerest apologies.

Horrible company !!! Run away . Customer service is the worst I've ever had to deal with. Left on hold for hours the just hung up on. Multiple times.

Thank you for leaving your feedback, we strive incredibly hard here to make every customer experience enjoyable and we’re sorry we’ve not been able to meet your expectations this time.

We would like to apologize for your recent experience. We're sorry to hear you were less than satisfied.

4 different calls today and more than 1 hour on waiting just to get one answer. I can’t imagine the day I start a claim.

Hi Sabrina Harling, Thank you for taking the time to leave us a review!

Hi Kelsey Maddox, the local sales agents in this office thank you for your positive review!

Hi Fran Dunbar, thank you for taking the time to leave us a review.

Person who came to the reception window was very pleasant and helpful. No longer able to really have face to face with agent and they do not except payments at this office.

I’m sorry you had a bad experience with Liberty Mutual’s claims department. Here at Liberty Mutual, we want to make sure we are connecting you with the appropriate teams to best address your concerns and needs. This is a local sales office. If you’d like to speak with a claims specialist, please call 800-225-2467.

Absolutely horrid company. One of their drivers smashed into me. I was told I could pick a shop to fix my vehicle. It’s been 3 weeks & my vehicle has STILL not been towed to the shop I chose. It’s been sitting for weeks at the original tow place. I have no vehicle to get around in & a two year old. I called my collision shop & was told it hasn’t been towed to them because liberty mutual hasn’t paid the storage & tow fee in order to release it. As a result my shop had to pay in order to get it towed to them. WHAT!? If you have liberty mutual & have to file a claim, im praying for you. They will drag out the process as long as they possibly can. 3 weeks since I filed my claim with zero progress. I was told an adjuster would reach out to me in 1-2 business days. I haven’t spoke to an adjuster once. I’m forced to deal with the claims department where I’m literally told “I need to wait” or told they will leave a call back number for my adjuster to reach out. Only for them to NEVER call. HIGHLY unprofessional. Run far far away if you have a choice.

Thank you for your positive review! This kind of feedback motivates us to continue exceeding quality standards.

Their auto and homeowner rates were substantiality less than my previous provider.

They low balled me on a insurance claim. Where not very diligent on getting to my case or following up. I don't recommend. I just know if I have any issues the bill will be completely mine to cover. Don't waist your time if you want a good insurance company.

The agent took time to go over my current policy with me, we made comparisons on how he could add value to my policy by switching to Liberty. He stay in touch with me throughout a few days and also recommended additional services.

Very unprofessional on phone for thirty minutes talking about absolutely nothing and still didn’t answer the question over priced and very very very rude

Thank you for your review. We’re sorry to hear you had a frustrating experience, but we really appreciate you bringing this issue to our attention.

I called to cancel my ATV insurance and they said the policy automatically cancels if I don’t pay my bill. A month later I get an email saying they automatically extended my policy and I owe them $11 or they will send it to collections.

Marianna is amazing she helped my grandma get new insurance without any isssues  and I loved how she’s was very patient understanding very good at her job thank you again for the help

Robbery! And they are full of it! Bottom line!

Thank you for taking the time to leave us feedback. While I understand you are disappointed with Liberty Mutual’s service, this is a local sales office and may not be the best to address your specific concerns. If you’d like additional help with service, please call the Service Team at 844-266-4213.

Liberty mutual has been nothing but a headache they take there time with things ignore clients and so much more. The lady that responds to claim call is every rude and unprofessional told me she works whenever she wants' she told me she sent me an email which I been waiting for 4 days for and still have yet to receive. There driver smashed my car no license now Im stuck with no car and missing work due to there fault they keep giving me run arounds claims lady told me what do I pay insurance for call and file your own claim I suggest staying every far from Liberty mutual THEY WILL MAKE YOUR LIFE HELL ' P.S Please get rid of claims lady she is making your business unprofessional thank you .

Terrible insurance company tow never showed an i paid for my own an still waiting on refund dont use there insurance,poor customer service switching companys

I've tried contacting my agent, Matt Witt, and I get nothing but the runaround.  You can not contact them on the weekends, or evenings, so if you need help when getting pulled over after hours, forget it.  They reported me as having a lapsed insurance (which I did not) so my car got impounded and towed - for their incompetence.  Run from this place, liberty mutual is rubbish.  Whenever you need help, count on their mascot, an ostrich, with their head in the sand.

Thank you for the 5 stars, Brenda Parker-Boyd!

Thank you for the 5 stars, Jamie Reichel!

Taylor G. has been absolutely amazing. He is kind, professional, has a sense of humor, and let's me call with random questions without sounding annoyed with me (I'd be annoyed with me). He did my quote on his day off with no hesitation. He took the time to explain everything to me and let me know what exactly I was purchasing. Above all, he got me a policy for way cheaper than I was quoted by other companies. Thank you Taylor G. for being an absolute delight to work with.

Thank you for the 5 stars, Robert Young Wellness Coach!

No one called me back all week. Called Liberty Mutualon Monday I was told someone would call me back that day still haven't heard from Liberty Mutual insurance and it is now Saturday.

Their reps are so sweet and kind.But their rates are astronomical.Wanted me to pay $700 and something for liability only on a 2008  Chevy Cobalt a car that is 12 yrs old.Now don't get me wrong.My eldest daughter did tell me they are a good insurance company but I guess NOT for me with those prices.Others might get cheaper quotes.And NO accidents or DUI's or DWI's good clean driving history I have.

We have been Liberty Mutual customers for many years now and have never once had a problem.  We get car and home insurance here for a great price.  When comparing other insurance agents with Liberty I have always been told that their prices cannot be beat.  They offer many discounts as well.  They have always been polite and helpful.  They are located on Route 104 in Greece, NY.  Parking is limited,  but adequate for this business.

Took all the time I needed and explained  everything  I had questions  about.

I had renter's insurance with Liberty Mutual, through GEICO, and they never responded to my message (which I sent after logging into their web system) to change my effective date (since we would be moving later in the year).  I sent it at least twice.  This made me believe they would provide very shoddy service when I actually needed to file a claim, which thankfully I did not have to do!
Then they kept billing me to pay for the remainder coverage after they automatically renewed, so I had to pay.  GEICO said to backdate and not pay this partial premium amount, I would have to present proof of coverage when I am NOT required to even carry renter's insurance!  This seems maybe even illegal, or legally stupid.  GEICO never cancelled the remaining balance and was not able to change the effective date, so I just paid the balance to get this settled and not worry about getting sent to a collection agency which they had threatened to do.  Arghh...

Liberty Mutual is not like they use to be, now they work like a third world country. I'm still with Liberty, if they don't go back, I have to look an other insurance.

They sucks, don't even waste ur time to call them

I called and asked for commercial property insurance quote.   Some guy took all my information, then told me he was just the residential person and needed to transfer me to commercial department.   I was on hold at commercial dept. for 34 minutes, past 5pm, when the message changed saying they were closed.   I wonder if I'll start getting junk emails now too.

Run away from these awful people as fast as you can. Terrible customer service from Michele Marciano, terrible policies, completely inept insurers.

Great insurance company that really knows how to take care of you.

Worst place I've ever dealt with!! Total ineptitude from everyone at this agency!!!! Switched from carrier because there was an offer through work for "discount group coverage" I wish I would have check them out before switching. They farmed me out to Travelers and I was quoted a price for coverage which I agreed to and made my first payment. Received my 1st monthly bill then two days later received a rate increase from Travelers! Made many calls and everyone was pointing fingers at the other company and everyone told me they can't help me. Left messages for my agent for days on end before finally receiving a call back. Every time I called the office and spoke with someone other than my rep they said "I see we've provided you with a quote would you like to accept?" This was after I already had policies!!!! Don't want to bore you with all the other details of additional incredible BS... Save yourself A LOT of aggravation and DON'T GO THERE!! If I could rate a negative 5 stars I would but the system unfortunately makes me rate them a 1  :(

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At Liberty Mutual, our local sales agents help you find the coverage you need and the discounts you deserve. Agents in our local sales office proudly serve their local communities in CT, MA, ME, NH, NY, RI and VT. Contact an agent today to learn more about auto, home, life and pet insurance options. If Liberty Mutual isn't a good fit, our agents can quote other carriers, too!

Northeast Region Virtual Agents

Mark, we’re so glad you had a good experience. We look forward to serving your insurance needs for years to come!

I was referred to Kyle by a good friend and was told to expect a high level of service after a less than great experience with another agency.  The bar was set high but Kyle managed to exceed expectations and resolve the stress, hassle and confusion that inevitably comes along with insurance.

If you are looking for a straight shooter to tell you the facts and how/if he can help look no further.

I consider having a direct line to Kyle for questions/concerns the biggest value he offers.

We’re so glad you had a good experience, Tom. We look forward to serving your insurance needs for years to come!

Kyle saved me some money!!
Most importantly he took the time and helped me understand what I was paying for in different coverage options.
Long story short I now have better coverage and pay less. Would recommend to any family and friend!

We’re so glad you had a good experience, Damon. We look forward to serving your insurance needs for years to come!

We needed automobile insurance quick, and Kyle got it done not only quick but also right the first time.  He was the only agent who returned my call the same day.  That says a lot.  His can do attitude says even more.  I highly recommend this agent.

Hi, Justin Hyatt! Thank you so much for taking the time to leave us this amazing review.

Kyle is a great easy going guy! no sales pitch straight to the point and very real with everything he does. I reccomend him to anyone I know who is looking for insurance. You will not be disappointed going to see him!
Thank you Kyle!

Hi, Alex Avery! Thank you so much for taking the time to leave us this amazing review.

Kyle is a lifesaver! He was quick to respond to my emails, and answered all my questions no matter how simple or difficult. I'm definitely going to go back to him if I have anymore troubles or questions with anything.  Thank you so so much, Kyle. You rock!

I’m so grateful for your kind words, William Kay. Thanks for sharing your review with us and the community.

Kyle swiftly and professionally handled the switching over of my car insurance and not only saved me a considerable amount of money on my monthly payment, but also was able to bundle in renters insurance at the same cost, which I did not have before. Every step along the way was easy and felt like I was dealing with a friend. 5 out of 5 would recommend!

Kyle Nielander

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