Our continued commitment to customers during coronavirus
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.
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
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.
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.
- 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 and to manage claims online.
- 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
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
To review information about our coverage and claims response, risk control resources, and more to help protect your employees, customers, and business, please visit our COVID-19 resource page.Key resources include:
- COVID-19 FAQs and tips for businesses
- Restarting equipment after business shut down
- Resuming hotel and resort operations
- Restoring office operations
- Restarting operations in the restaurant industry
- Resuming retail operations
- Eight areas of focus for restoring business operations
- Restoring operations in manufacturing
- Construction site safety during shutdown and reopening
Find state-specific business insurance information regarding Covid-19
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
You can log in to review your balance and payment options.
Please contact us to review options that may be available.
If you are still unable to pay your bill, please contact us for more information about your payment options.
If you don't pay your next bill after June 15, you may be subject to late fees and policy cancellation.
If you are on automatic payments, there is no change to your payment schedule and those payments will continue to go through as they normally do.
Personal Auto Relief Refund FAQs
If your refund was issued to a credit card or bank account, we sent you an email to let you know when that was completed, and your refund would appear in that account within 3-5 days. If your refund was issued as a check, we notified you by mail when that was processed, and the check was mailed through the United States Postal Service no later than May 20. Policyholders who pay through payroll deduction were also mailed a check.
Yes, the refund is reflected in your Payment History in the app or online.
Please check your Payment History in the app or online to confirm your refund was issued. If your credit or bank account refund could not be processed successfully, we mailed you a check. If you misplaced the check or cannot find your electronic refund, please contact us.
No, this is a refund on your premium, and it is not taxable income.
No, the refund has no impact to your coverage.
No, the refund will not impact your future rate.
The refund includes private passenger auto policies with liability coverage. Motorcycles, antique and classic cars, recreational vehicles (travel trailers and motor homes), off-road vehicles and personal transporters (such as golf carts) are excluded from this refund. Customers who believe their usage of these excluded vehicles has changed due to the pandemic should reach out to us to make changes to their policy. In addition, coverage purchased through Liberty Mutual as part of a subscription service is excluded from the refund.
Businessowners Payment Flexibility FAQs
You can log in to review your balance and payment options.
Please contact us to review options that may be available.
If you are still unable to pay your bill, please contact us for more information about your payment options.
If you don't pay your next bill after June 15, you may be subject to late fees and policy cancellation.
If you are on automatic payments, there is no change to your payment schedule and those payments will continue to go through as they normally do.
Businessowners Policy Refund FAQs
The refund applied to all policyholders with a Businessowners Policy in effect on April 1, 2020 except in CA and NY, as we are awaiting regulatory approval.
The Businessowners Policy (BOP) Refund will provide small commercial customers 15% refund on two months of premium for all BOP policies in-force as of April 1, 2020. You can calculate an estimate for your refund based on one month's premium: Monthly premium x 2 months x 15%. If 15% of two months of annual premium is less than $10, we will round the refund up to $10.
*For New York policyholders, policies in-force during April 2020 or May 2020 will receive a refund equal to 15% of your monthly April and/or May policy premiums, determined as of June 1, 2020. Refunds will be rounded to the nearest dollar and the minimum refund will be $5.00 per month the policy was in force. All refunds will be calculated at the beginning of June 2020 and will be automatically processed and delivered by check.
The refunds were processed automatically for all states other than CA and NY, and you did not need to do anything to get the refund. No action is required at this time for BOP policyholders in CA and NY, as we are awaiting regulatory approval before we can process any payments.
First, please check your refund status on this page: Search Businessowners (BOP) Policy Refund by policy number. If your check was issued but you cannot find it, you'll also find instructions on how to get a replacement.
No, the refund has no impact to your coverage.
No, the refund will not impact your future rate.
We are required by law to receive approval by states to issue this refund. We have received regulatory approval and refunds have been processed in all states except CA and NY. Until we receive regulatory approval, we will be unable to provide the refund to customers in those states.