How we conduct business

Responsible business

In today’s world of increasing global economic uncertainty and societal disruptions, we believe that a responsible approach to business is critical to success.  We are committed to continuously and consciously evolving our responsible business agenda to make LSM a more inclusive and more responsible business, and to sustain our market differentiation.

As part of the Liberty Mutual Insurance Group, we are uniquely positioned to support our clients in an unpredictable world. In doing so, we hold ourselves accountable to the principles and standards embodied in our core values, Code of Business Ethics and Conduct, and global policies and procedures. 

We demonstrate our commitment to operating our business responsibly through our policies and initiatives relating to our people (Employee Wellbeing, Diversity and Inclusion, CSR), our customers (Customer Outcomes), our operations (Responsible Underwriting, Responsible Procurement, Tax Strategy, Investments) and the environment (Sustainability, Climate Change).

Aligned with the global initiative being led by Liberty Mutual’s Chief Sustainability Officer, we will continue to develop and evolve our responsible business strategy.

Customer outcomes

We are committed to ensuring that our customers receive appropriate outcomes.

Customer Outcome Statements for each stage of the product lifecycle link the higher-level core appetite statement with our day-to-day work:

Product: We are committed to ensuring that our products meet customers’ needs and reasonable expectations, provide value for money and have policy documentation that is clear and not misleading.

Sales & Distribution: We are committed to ensuring that the sales and distribution of our products are structured appropriately for customers to make informed decisions, and that distributors are appropriately monitored.

Service: We are committed to ensuring that customers receive market-leading levels of service throughout the lifecycle of our products.

Claims: We are committed to ensuring all claims are handled promptly and fairly, with decisions being clearly explained to customers.

Complaints: We are committed to ensuring all complaints are handled impartially, fairly and in accordance with regulatory requirements, with decisions being clearly explained to customers.