Liberty Mutual Centralizing Personal Lines Service at 6 Call Centers

March 31, 2015

Boston-headquartered Liberty Mutual said it is moving to a centralized service model for its personal insurance customers beginning in January 2016.

This move involves transitioning local service activities into customer service call centers, and expanding those centralized operations, currently at five sites — in Springfield, Massachusetts; Phoenix, Arizona; Tampa, Florida; New Castle, Pennsylvania; and Mishawaka, Indiana — and a sixth site in Plano, Texas, which will open later this year, a Liberty Mutual spokesman said.

There are approximately 1,100 customer service representatives in approximately 350 Liberty Mutual personal insurance sales offices countrywide who will be affected by the centralization. The company said these employees have been encouraged to relocate to any of the six customer service call centers or to apply for positions in other Liberty Mutual operations locally or elsewhere. There is capacity to add nearly 1,000 Liberty Mutual jobs in these call centers, according to Liberty Mutual.

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Topics Customer Experience

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