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Liberty Mutual Auto Insurance Ratings
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Reasons for Buying from Liberty Mutual
Customers of Liberty Mutual originally decided to purchase from the company for these reasons:
| Offered best price | 32% |
| Reputation | 18% |
| Recommended by friend or family member | 16% |
| I had other insurance with this company | 13% |
| Saw TV commercial | 11% |
| Saw online ad | 4% |
| Was the company my parents had | 3% |
| Financial Strength rating | 2% |
| The company website and mobile apps are easy to use and helpful | 1% |
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About Liberty Mutual
Types of auto coverage
- Auto
- Pay-as-you-drive program – RightTrack
- Motorcycle
- Classic Car
- Boat/watercraft
- Off-road vehicles
- RV
Additional policies offered
- Homeowners
- Renters
- Condominium
- Landlord
- Flood
- Mobile home
- Umbrella liability
- Life
Best Auto Insurance Companies 2020: How Liberty Mutual Auto Insurance Stacks Up
Liberty Mutual came in thirteenth overall with a score of 83.21. Its highest showing was sixth place for claims handling, with a score of 89.68. For customer service Liberty Mutual was in the middle of the pack at No. 12 and received a score of 85.2. On value for the price, though it placed fifteenth, its score of 77.6 was within a point of the six preceding carriers. Eighty-nine percent of those surveyed said they planned to renew with Liberty Mutual, while 81% said they’d recommend the company to family and friends.
Gauging an insurance company
Before buying with a company it is wise to check on a company's financial strength and complaint record. The A.M. Best rating listed above gives you an idea of Liberty Mutual's financial strength to pay claims. A complaint ratio can be found on the National Association of Insurance Commissioners (NAIC) site. The median complaint ratio from the NAIC is always 1.00. This means half of the insurers have a complaint ratio of under 1.00 and half have a ratio above. Basically, numbers lower than 1.00 are better with fewer complaints than the median and a number higher than 1.00 has more complaints than the median. For auto insurance, Liberty Mutual (NAIC# 23025) had a complaint ratio of 1.56 for 2018. 2019 complaint numbers will be available in 2020.
Company Background
Over one hundred years in the insurance business
Liberty Mutual insurance, the sixth-largest auto and home insurer in the United States, was founded in Boston in 1912 as the Massachusetts Employees' Insurance Association (MEIA). In 1917, MEIA changed its name to Liberty Mutual Insurance Company and partnered with the United Mutual Fire Insurance Company to provide complete automobile insurance.
Today, the Fortune 500 company offers coverage in all states and even offers insurance policies around the globe for both personal and commercial needs.
Consider Liberty Mutual for teachers, organizations and perks
Liberty Mutual offers teachers both collision coverage and vandalism loss protection with a $0 deductible. There is also personal property coverage, protecting teaching materials or school-owned property if it’s damaged or stolen while inside your vehicle. Teachers can also include this special auto policy in a bundle with home insurance for additional discounts.
Members or employees of any of the more than 14,000 employers, groups, credit unions or alumni associations within Liberty Mutual's affinity program are eligible for group savings.
Liberty Mutual offers many perks with its auto coverage: recall notification, 12-month policies, and accident forgiveness. With lifetime repair guarantees, take your vehicle to a certified location for repairs, and the company guarantees the work as long as you own the car. Liberty Mutual also provides Better Car Replacement, which means if your car is totaled in an accident, the company gives you money for a car that is one model year newer with 15,000 miles less that your totaled vehicle.
Contact information
Corporate headquarters
175 Berkeley Street
Boston, Massachusetts 02116
Customer service: 1-800-837-5254
Claims: 1-800-225-2467
Coverage Options
New car replacement. If you total your car the insurer will pay for a new car.
Mobile app. The insurer offers an app for smartphones.
Accident forgiveness. Your rates won't increase after your first accident.
Offers 12-month policies. Your policy term can be one year before the next renewal.Discounts
Multi-vehicle. Discount for two or more vehicles on the same car insurance policy.
Passive -restraint (air bag). Discount for factory-installed safety devices such as an air bag.
Multi-policy. Discount for more than one type of policy with the same insurance provider.
Academic achievement. Discount for full-time students who meet certain academic criteria.Feedback of Surveyed Policyholders
Our survey asked policyholders to share experiences or give feedback that they would
like to share with others looking to potentially buy from their current insurance company. Here's what they had to say:
Positive Feedback
Neutral/Negative Feedback
"They are very decent and having good service. However they could be better in terms of price."
"Mostly good, but important communications are sometimes only made by mail, and I miss them."
"It is very good company, has good services but could improve and provide better offers"
"The response time is a bit slow and can be exasperating if you need to solve a problem in a short time"
"Something happened to my car and this was the first time filing a claim from my insurance company. I called them, they said that they would only pay for part of the damage, not full which was what was stated in the contract."
"They gave us the best price, but we don't have much coverage"
"Insurance company that has a lot of bureaucracy for a claim"
"The company has the services that I need but sometimes they are aren't friendly when I call."
"They are okay, not awesome"
"It's could do better with its support staff"
"It is a standard service and attention, it could be better..."
"It meets my personalized needs, who is to know if it would be good for others"
"I made a claim shortly after switching to this company and was very happy with the service and the fact that my rates did not change. Was very pleased at that time. Since then (it's been several years) I've not had any reason to contact them at all. In the last year my rates went up quite a bit so the increase didn't happen right after my claim but inow theyre getting me four years later."
"Good but need to make more affordable rates."
"It's okay, nothing special"
"The fees and premiums go up and up each year. I need to shop around."
"Had no issues with them."
"Never had any difficult problems with this company."
"Response time is a little slow"
"They charge too much and pay to little"
"Is responsible when dealing with customers."
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"They have a good support"
-Age 18-36, California"I've found them to be an amazing company"
-Age 18-36, California"They have provided me with great service for years. My agent is responsible and cares for his clients."
-Age 18-36, California"Good because they are very supportive to solve query if any"
-Age 18-36, Colorado"I love all of my dealings with them so far"
-Age 18-36, Florida"Easy to have a response in a critical moment understanding procedures taken overall."
-Age 18-36, Florida"Efficient customer service, employees are very good and helping"
-Age 18-36, Florida"Great service"
-Age 18-36, Florida"It has been a very good experience, the recommendation with my friends and family, I have not had any kind of complaints"
-Age 18-36, Florida"My experience has been good because they have treated me very well"
-Age 18-36, Florida"Very good and easy to work with"
-Age 18-36, Florida"I think this company is perfect for anyone looking for affordable and reliable coverage"
-Age 18-36, Georgia"You get extra care through the advise of their agents"
-Age 18-36, Georgia"I really like my insurance company because they are very helpful and polite. They took the time to make sure I understood everything, and had a lot of patience with all of my questions. They really seem to care about their customers, and want you to have the best experience possible with their company."
-Age 18-36, Michigan"You can do everything you need to do on their website, including making changes to your policy and getting quotes for those changes prior to updating your policy."
-Age 18-36, Michigan"Excellent, all its representatives care about their customers"
-Age 18-36, Missouri"They know my needs and always take care of them"
-Age 18-36, Missouri"I would like the possibility of them offering a much more informative service to explaining coverages and what fits my needs"
-Age 18-36, New Jersey"I would like to be informed in more detail about the scope of its services and when payments are due"
-Age 18-36, New Jersey"Good program, policy and service"
-Age 18-36, New York"They have excellent plans and services"
-Age 18-36, New York"I had an emergency last December, on the day of my birthday, and the first thing I did was go to my insurer about the accidnent and I was instantly treated well, not like other insurance companies that made me wait and wait to get assistance"
-Age 18-36, New York"I would like everyone to know that my insurance company cares about your customers, they are very thoughtful, unlike many insurers who do not care about you."
-Age 18-36, New York"I would say that my insurance company is a serious company, and that their research into our needs gives value to the customer"
-Age 18-36, New York"In general, my insurance company is totally in tune with me since I request information and its advice is immediate which helps me a lot so I prefer it and recommend it to my friends and family"
-Age 18-36, New York"My insurer is excellent, has many benefits and you can get with payment facilities is actually excellent since your costs and your deducible is very low"
-Age 18-36, New York"This company is reliable and the claim process is fluid. I like the customer service; it is good and fast."
-Age 18-36, New York"The insurer has a great attention to detail of customers and gives good service"
-Age 18-36, New York"They are very professional in every possible way. They have so much experience and knowledge about the work they are doing"
-Age 18-36, New York"Always friendly associates and are willing to help if I get in a bind and can't pay my premium right away"
-Age 18-36, North Carolina"They have great prices and are always helpful when I have a need for them."
-Age 18-36, North Carolina"It is an insurance with very good coverage, has good prices and good speed to solve problems"
-Age 18-36, Ohio"My best experience with this company is its speed in making attention and total loyalty to the client"
-Age 18-36, Pennsylvania"They offer Subaru parts for Subaru cars - no generic parts. Liberty mutual has special deals with Subaru I believe and I like that."
-Age 18-36, Pennsylvania"The services it is very excellent. They support are clear and nice."
-Age 18-36, Texas"Very good value for coverage I get"
-Age 18-36, Texas"They are of high quality and keeps what it promises"
-Age 18-36, Virginia"Good discount programs"
-Age 18-36, West Virginia"They're very easy to deal with and respond to questions quickly and efficiently."
-Age 18-36, West Virginia"They are a good company with good insurance coverage and fair prices"
-Age 18-36, Arizona"Company is transparent in dealing with its customers and always gives the best support possible, it supports everywhere."
-Age 18-36, California"I don't have anything bad to say because this company its amazing"
-Age 18-36, California"I love the experience I've had with this company"
-Age 18-36, California"It has an excellent customer service"
-Age 18-36, California"It is excellent and always on time, it is very helpful when you need it"
-Age 18-36, California"My experience has been good because they respond quickly to my concerns"
-Age 37-52, Arizona"They are very unique and the best"
-Age 37-52, California"Good company. I recommend them to others"
-Age 37-52, Colorado"Gives me best solution for every requirement"
-Age 37-52, Delaware"Great facilities they have."
-Age 37-52, Delaware"Having to faith to invest money for future with this provider as they my have to pay out claims. Well known for their service."
-Age 37-52, Delaware"I have been a user of that company for several years and I have not had any problem with them even when I have presented an event for a claim. I have had only had positive experiences with them."
-Age 37-52, Florida"I think their fees are ok, it gives me the coverage I need, they have an easy to navigate site, it's easy to make a claim"
-Age 37-52, Florida"In general, I have had good experiences so far, the staff is attentive and concerned, and the webpage has a friendly navigation and satisfies my needs when I have had to manage something"
-Age 37-52, Florida"Provides excellent coverage with helpful employees."
-Age 37-52, Florida"They give you their full attention, ask the right questions that save you time from guessing. They get the job done"
-Age 37-52, Florida"They have great customer service and very efficient. Overall they are great."
-Age 37-52, Florida"Website is easy to navigate."
-Age 37-52, Hawaii"The first thing I must to say is the relationship between the agent and me is very strong and for me this is the first thing people should do is make a good relationship with the agent so you have someone to guide you."
-Age 37-52, Illinois"Real good experience with this company for my claim, will never forget."
-Age 37-52, Kentucky"Not satisfied with this company. Had some bad experience in past."
-Age 37-52, Louisiana"I like that the insurance company refunded me money when I bought a Denali because it had extra safety features on it."
-Age 37-52, Michigan"I have never had any problem with my insurance company, also offer several forms of communication"
-Age 37-52, New York"Received personalized, helpful customer service"
-Age 37-52, New York"The company with which I have secured my car is excellent, I have never had problems when solving a problem"
-Age 37-52, New York"When I need my insurance company their representative are always willing to help me with what I need"
-Age 37-52, New York"The are fair, easy to deal with, and provide great coverage."
-Age 37-52, Pennsylvania"They offer fair rates. Their website is easy to use and helpful."
-Age 37-52, Pennsylvania"They always promptly pay claims with no hassles"
-Age 37-52, Tennessee"They really are a good company and my agent is the best, always staying in touch and helping me save me where I can."
-Age 37-52, Tennessee"Easy to deal with, great price"
-Age 37-52, Texas"It is great and professional"
-Age 37-52, Texas"They offer good plans"
-Age 37-52, Texas"Gives excellent coverage on the fair price"
-Age 37-52, Washington"Trusted company, offered best price, has good customer service and plan to renew with them"
-Age 37-52, Washington"They give you a low price and make sure all your needs are met"
-Age 53+, California"They provide the best customer service and the pricing is awesome"
-Age 53+, Hawaii"They provided good customer service when I had car trouble. They followed up and made sure I satisfied."
-Age 53+, Hawaii"Liberty Mutual is owned by the employees, and also does not issue common stock.So, they are very independent minded - if you like that"
-Age 53+, Massachusetts"They are always there and take care of my needs in a timely manner"
-Age 53+, Massachusetts"Company has a simple auto insurance quote, streamlines its own time quote process which generally takes very minimum time."
-Age 53+, Michigan"I have 2 teenaged drivers. They gave us very good rates."
-Age 53+, Michigan"It is easy to get ahold of them and they provide excellent customer service."
-Age 53+, Michigan"I have recommended 5 friends and they have all signed up with this company"
-Age 53+, Missouri"Good customer service"
-Age 53+, Nevada"Good customer service, quick to settle claims."
-Age 53+, New Jersey"My Insurance company is very good I like the coverage and customers service"
-Age 53+, New Jersey"Fair price, great customer service, excellent claim service."
-Age 53+, New York"Great personalized insurance at great rates"
-Age 53+, New York"Best price"
-Age 53+, North Carolina"We have car and house insurance together.Everytime we buy a new car we just call up and they transfer it right over."
-Age 53+, Pennsylvania"Great customer service"
-Age 53+, South Dakota"Easy to communicate with"
-Age 53+, Texas"Easy to work with and lower prices."
-Age 53+, Texas"Great customer service"
-Age 53+, Texas"They are a well known brand that I trust"
-Age 53+, Wisconsin