Name: Liberty Mutual Review
Item: Liberty Mutual
Rating: 3.50
Author: Penny Gusner

Ratings

Auto

Overall Rating

Claims Processing

Customer Service

Value for Price

Website and Apps

% Who Would Recommend to a Friend

% Who Plan to Renew

95%

AM Best Financial Strength Ratings

July 01, 2021

HOW WE WEIGH OUR SCORE

Price35%
Customer service25%
Claims20%
Website and app10%
Renew/Recommend10%

WHAT IS THIS RATING?

A.M. Best's Financial Strength Rating is an independent opinion of an insurer's financial strength and ability to meet its ongoing insurance policy and contract obligations.

A.M. Best's rating is NOT used to calculate the overall score but it is important information to consider when choosing an insurance company.

Reasons for Buying

Customers of Liberty Mutual originally decided to purchase from the company for these reasons:

30% Offered best price
16% Saw TV commercial
13% Recommended by friend or family member
13% Reputation
12% Financial strength rating
10% Saw online ad
4% I had other insurance with this company
1% The company website and mobile apps are easy to use and helpful
1% Was the company my parents had

Would you renew?

95% Yes
5% No

Ratings on Website & Apps

Completely satisfied / Outstanding website & apps that give me what I need and more 46%
Fairly satisfied / Fulfills my needs OK 26%
Average website and apps 13%
Unsatisfied / website and/or apps are not fulfilling my needs 7%
Very unsatisfied / digital offering is severely lacking 5%

How do you prefer to deal with insurer and policy?

Phone 42%
In person 21%
Interactive website 17%
Email 13%
Mobile App 7%

Go to Liberty Mutual site now to get a quote

Customer Complaint Ratio

( Liberty Mutual’s customer complaint ratio for Private Passenger Auto insurance is 1.18 )

1.18

0 1 3 10+

Lower number is better

0 to 1.00

1.01 to 3.00

3.01 and above

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 2021: How Liberty Mutual compares

In our 2021 Best Car Insurance Companies study, Liberty Mutual earned an overall InsureScore of three and a half out of five stars. They received three and a half stars in all categories, price, customer service and website & apps, except claims where they earned a three-star rating.

We asked Liberty Mutual customers if they would recommend the company to a friend and 80% of them said yes. Ninety-five percent of customers said they planned to renew their policies with Liberty Mutual.

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.

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

Usage-based/Telematics

Rates can be based on your mileage and how you drive.

Accident forgiveness

Your rates won't increase after your first accident.

Vanishing deductible

Your deductible will be reduced as long as you have no accidents or moving violations.

New car replacement

If you total your car the insurer will pay for a new car.

Offers 12-month policies

Your policy term can be one year before the next renewal.

Mobile app

The insurer offers an app for smartphones.

Discounts

Multi-policy

Discount for more than one type of policy with the same insurance provider.

Multi-vehicle

Discount for two or more vehicles on the same car insurance policy.

Driver training/Defensive driving

Discount for an approved defensive driving or driver improvement class.

Academic achievement

Discount for full-time students who meet certain academic criteria.

Passive -restraint (air bag)

Discount for factory-installed safety devices such as an air bag.

In which states Liberty Mutual is available?

States in which Liberty Mutual is available
Alabama
Alaska
Arizona
Arkansas
California
Colorado
Connecticut
Delaware
Florida
Georgia
Hawaii
Idaho
Illinois
Indiana
Iowa
Kansas
Kentucky
Louisiana
Maine
Maryland
Massachusetts
Michigan
Minnesota
Mississippi
Missouri
Montana
Nebraska
Nevada
New Hampshire
New Jersey
New Mexico
New York
North Carolina
North Dakota
Ohio
Oklahoma
Oregon
Pennsylvania
Rhode Island
South Carolina
South Dakota
Tennessee
Texas
Utah
Vermont
Virginia
Washington
West Virginia
Wisconsin
Wyoming
Washington D.C.

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:

"I will tell about price and offerings are good."

-Age 21, New Jersey

"I would tell them that the company is really good at handling any problem. And that there customer service is really nice over the phone."

-Age 23, Indiana

" I would change if I could. "

-Age 27, Florida

"They have great deals for people and they walk you through the process."

-Age 27, Tennessee

"Nothing good to say. Avoid them."

-Age 29, Illinois

"I wish I could get more time talking to real people."

-Age 29, California

"It's just ok"

-Age 30, Florida

"My agent know what I need and helps me get good rates."

-Age 30, Texas

"Best experience by far."

-Age 31, Florida

"Honestly I 'd tell them I can only speak for myself. I've had so far a good experience with Liberty Mutual. I's still check out reviews because we all have different experiences with different companies."

-Age 31, Illinois

"Shop around for other companies"

-Age 31, Nevada

"Convenience and affordability"

-Age 31, Washington

"My experience has been amazing with this company and they would have one too"

-Age 32, New York

"It is good company."

-Age 33, California

"The service is vey good and my insurance company cares about their customers."

-Age 34, Georgia

"The qualities of my insurance company, the excellent price, service boom"

-Age 35, California

"Just average."

-Age 35, Florida

"It's good"

-Age 35, Hawaii

"Very good experience"

-Age 35, New York

"I have enjoyed this company and jave not came across any problems. They have an up to date website and funny commercials on tv! Lol they offer discounts and I've saved money vs the price I paid to my insurance company I had before them."

-Age 37, Indiana

"My experience with the company has been very favorable, always attentive to my needs and in the event of an insident they act quickly."

-Age 38, California

"I would tell them that this companies policy and customer service is quite good and trust-able. We can easily make a contract with through use this insurance company."

-Age 38, New York

"Do it the prices can't be beat"

-Age 38, Pennsylvania

"Whenever I have had a question or needed help the customer service reps where always available immediately and ready and willing to solve my problem."

-Age 38, Pennsylvania

"Easy simple process"

-Age 38, Vermont

"Easy to switch, great mobile app, great prices for policy, discounts, customer service is fantastic."

-Age 39, Texas

"They are good for me."

-Age 39, Virginia

"Good policy to get. "

-Age 40, California

"It is a good insurance company"

-Age 40, California

"Good enough for needs for family."

-Age 40, Florida

"If they offer me a good bundle of discount I'll consider to switch, & of course good coverage."

-Age 41, Oregon

"It is easy to understand the coverages."

-Age 42, Michigan

"I would tell them my experiences I've had using them the past 20 years"

-Age 42, New Jersey

"They have lots of plans that will suit them and the claims are very fast."

-Age 42, New York

"I just want to you give you the keys and I'm just getting ready for work today I'm sorry"

-Age 43, California

"I like their services and coverages."

-Age 44, Florida

"I have the best experience so far with them and I see no reason you should not join them"

-Age 44, New York

"I don't know why I stay but I do with this average company."

-Age 44, Pennsylvania

"It is a good because it survice is good"

-Age 45, California

"They do a great job and make claims very easy when needed. Fair payouts on claims. Low prices. Good cost when bundled with home."

-Age 47, Michigan

"I've had no trouble"

-Age 48, Ohio

"I was with Travelers for years, but Liberty Mutual beat tneir price by about 50%."

-Age 51, Texas

"Very thorough in explanation. Good coverage prices."

-Age 52, California

"Straight forward no hassle insurance that is affordable."

-Age 52, Texas

"I love their commercials. Especially the Emu."

-Age 52, Virginia

"I have never had any issues with my insurance company."

-Age 54, California

"My experience has been seamless an easy to do business with."

-Age 54, North Carolina

"Is a reasonable in prices and great coverage"

-Age 55, Georgia

"Liberty Mutual is fast on paying claims and has a sterling reputation"

-Age 55, West Virginia

"You only pay for what you need which is great."

-Age 57, California

"It is a good company with good rates and payment options."

-Age 58, Washington

"I would tell them how honest they are and helpful. We had another insurance company and Liberty Mutual and they let us know they we were paying double so they reimbursed us and cancelled the policy with them."

-Age 59, Colorado

"I haven't had any claims experience and no real interaction which I don't like."

-Age 59, Louisiana

"Longstanding policyholder but really an average company just too lazy to look around."

-Age 59, New Jersey

"The prices are great"

-Age 59, Pennsylvania

"Incredibly low rates that aren't quick to jump up every month. Very professional and friendly staff. Supportive and loyal."

-Age 60, Georgia

"Not much, I just switched over a month ago. All I can say is they have reasonable rates as long as you pay them through auto pay. ($20 cheaper)"

-Age 60, Missouri

"Easy to talk to and get verifiable quote... I've checked and they are most competitive when comparing same services/ deductibles etc"

-Age 61, Florida

"It is easy to use and affordable"

-Age 61, New York

"Solid, responsive company, an industry leader"

-Age 62, Massachusetts

"They have excellent customer service agents who are able to answer questions and make any changes you request regarding your policy."

-Age 63, Michigan

"Very easy to work with"

-Age 66, Oregon

"No claims yet but so far, so good!"

-Age 66, Pennsylvania

"That I have been treated very well by Liberty Mutual. The only problem I have with them is the cost keeps going up every year In the beginning they were very reasonably priced"

-Age 67, Utah

"Change to Liberty Mutual if you can."

-Age 68, Florida

"Give them a call you never know I saved a lot"

-Age 69, Ohio

"Great customer service."

-Age 70, Michigan

"I received a very competitive quote and that I was offered a driving monitor device to get even more of a discount. The monitor enabled me to get another 18% discount."

-Age 71, Colorado

"They are very considerate and will work hard for you."

-Age 71, Ohio

"Positive experience overall."

-Age 71, Wisconsin

"Fair pricing, good customer service, fair claims settlements"

-Age 72, New York

"Low rates but bad service."

-Age 73, Ohio

"They try to raise your rates EVERY year. You need to keep fighting them for discounts."

-Age 74, California

"Was not a good experience with their agent"

-Age 76, Florida

"Great company to deal with and offer plans that are comprehensive and at a competitive price"

-Age 78, Pennsylvania

"Great claims department"

-Age 81, Missouri

Other Companies to Consider:

Liberty Mutual Auto Insurance Reviews And Ratings

Ratings

HOW WE WEIGH OUR SCORE

WHAT IS THIS RATING?

HOW WE WEIGH OUR SCORE

WHAT IS THIS RATING?

Reasons for Buying

How likely to recommend?

Would you renew?

Ratings on Website & Apps

How do you prefer to deal with insurer and policy?

Customer Complaint Ratio

About Liberty Mutual

Types of auto coverage

Additional policies offered

Best Auto Insurance Companies 2021: How Liberty Mutual compares

Gauging an insurance company

Company Background

Over one hundred years in the insurance business

Consider Liberty Mutual for teachers, organizations and perks

Contact information

In which states Liberty Mutual is available?

Other Companies to Consider: