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Liberty Mutual Auto Insurance Ratings

Customer Satisfaction Ratings (based on 100 survey results)
ProductOverall
HOW WE WEIGH OUR SCORE
Claims ProcessingCustomer ServiceValue for PriceWebsite and Apps% Who Would Recommend to a Friend% Who Plan to RenewA.M. Best
Financial
Strength
Ratings
Effective as of:
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.

Auto
83.21
out of 100
89.68
85.20
77.60
81.86
81%
89%
A
October 31, 2019
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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 price32%
Reputation18%
Recommended by friend or family member16%
I had other insurance with this company13%
Saw TV commercial11%
Saw online ad4%
Was the company my parents had3%
Financial Strength rating2%
The company website and mobile apps are easy to use and helpful1%

How likely are you to recommend this company to a friend, coworker or family member?

I would definitely recommend this company. 45%
I probably would recommend this company. 36%
Neutral 14%
I would not recommend this company. 3%
I probably would not recommend this company. 2%

Would you renew?

Yes 89%
No 11%

Website and Apps

How easy to use and how helpful they are
39%Satisfied - Fulfills my needs okay.
28%Completely satisfied - Gives me what I want and more.
18%Neutral - No good or bad feelings on this.
14%Never visited or used website or mobile app.
1%Not Satisfied - Is not a good website or app.
0%Very unsatisfied - Their digital offerings are not good at all or nonexistent.

How You Prefer to Deal with Insurers

44%Phone
9%Email
22%Interactive website
4%Mobile App
21%In person
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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 New car replacement. If you total your car the insurer will pay for a new car.
Mobile app Mobile app. The insurer offers an app for smartphones.
Accident forgiveness Accident forgiveness. Your rates won't increase after your first accident.
Offers 12-month policies Offers 12-month policies. Your policy term can be one year before the next renewal.

Discounts

Multi-vehicle Multi-vehicle. Discount for two or more vehicles on the same car insurance policy.
Passive -restraint (air bag) Passive -restraint (air bag). Discount for factory-installed safety devices such as an air bag.
Multi-policy Multi-policy. Discount for more than one type of policy with the same insurance provider.
Academic achievement Academic achievement. Discount for full-time students who meet certain academic criteria.
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