Liberty Mutual Home Insurance Ratings
Product
Home
Overall
83.03
out of 100
| Product |
HOW WE WEIGH OUR SCORE
Price
35%
Customer service
25%
Claims
20%
Website and app
10%
Renew/Recommend
10% | Claims Processing | Customer Service | Value for Price | Website and Apps | % Who Would Recommend to a Friend | % Who Plan to Renew | 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. October 31, 2019 |
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AM Best Financial Strength RatingsOctober 31, 2019
A
Other Companies to Consider:
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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 | 26% |
| Recommended by friend or family member | 23% |
| I had other insurance with this company | 13% |
| Reputation | 11% |
| Saw online ad | 8% |
| Was the company my parents had | 8% |
| Saw TV commercial | 7% |
| The company website and mobile apps are easy to use and helpful | 3% |
| Financial Strength rating | 2% |
How likely are you to recommend this company to a friend, coworker or family member?
Would you renew?
Website and Apps
How easy to use and how helpful they are
31%
Completely satisfied - Gives me what I want and more
31%
Satisfied - Fulfills my needs okay
26%
Neutral - No good or bad feelings on this
11%
Never visited or used website or mobile app
1%
Not Satisfied - Is not a good website or app
1%
Very unsatisfied - Their digital offerings are not good at all or nonexistent
How You Prefer to Deal with Insurers
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About Liberty Mutual
Types of homeowner coverage
- Homeowners
- Renters
- Condo
- Landlord
- Mobile Home Insurance
- Flood
- Umbrella
Additional policies offered
- Auto insurance
- Antique and Classic Car
- ATV and Off-Road Vehicle
- Motorcycle
- Life insurance
- Identity theft
Best Home Insurance Companies 2020: How Liberty Mutual Home Insurance Compares
Liberty Mutual obtained 12th place overall in the 2020 consumer survey, earning it a score of 83.03. Liberty Mutual’s highest ranking was 9th place for claim services. The lowest score was for a 14th place ranking for ease of use of its website and apps. In other individual rating factors, it received an 11th place spot for customer service and 13th place for value for price. A majority of those surveyed, 89%, said they plan to renew with Liberty Mutual for their home insurance policy.
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 home insurance, Liberty Mutual (NAIC# 23025) had a complaint ratio of 0.58 for 2018. 2019 complaint numbers will be available in 2020.
Company Background
Owned by policyholders
In 1911, Massachusetts passed a law decreeing that employers needed to protect employees with workers compensation insurance. One year later, the Massachusetts Employees' Insurance Association (MEIA) came about. It was a mutual company, and so MEIA was owned by its policyholders and not stockholders. That's still the case today.
Three years after forming as the MEIA, and right about the time they expanded into offering automobile coverage, the company changed its name to Liberty Mutual Insurance.
Today, the Fortune 100 company is the third-largest home insurance provider in the U.S.and employs over 50,000 people in more than 900 locations.
Consider Liberty Mutual if you find insurance confusing
Liberty Mutual Insurance offers "Coverage Compass," an easy-to-decipher software program that allows you see exactly what type of insurance you have and where you may be vulnerable and thus want to get more coverage. The company isn't simply out to sell customers more insurance, though that's surely a goal; Liberty Mutual Insurance prides itself on having informed customers who know exactly what to expect from their coverage.
Contact information
Corporate Headquarters
Liberty Mutual Insurance Company
175 Berkeley Street
Boston, MA 02116
Customer Service: (888)398-8924
Claims: (800)-225-2467
Types of special coverage
Inflation protection. Automatically adjusts your coverage limits at renewal time depending on inflation.
Discounts
Multi-policy. Discount for more than one type of policy with the same insurance provider.
Claims-free. Discount if you don't file any claims in a certain amount of time.
Protective devices. Discount if you have anti-theft and burglary protections.
Newly purchased home. Discount if you recently bought a house.
Early shopper. Discount if you request a quote before the previous policy ends.
Insured to value. Discount when you insure up to 100 percent of the cost to replace your home.
New/renovated home. Discount if you bought a new home or renovated your current home.
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:
"Company is providing better/good services to their customers"
-Age 18-36, Alabama
"My insurance rep is super friendly and helpful"
-Age 18-36, Arizona
"Awesome company and products"
-Age 18-36, California
"Cheap prices and fair quality product"
-Age 18-36, California
"Friendly and professional"
-Age 18-36, California
"I had good experience with their service"
-Age 18-36, California
"I think this works out pretty well here without issue. Everything seems to work well."
-Age 18-36, California
"My insurance company is one of the best that there is currently, is completely adapted to my lifestyle, have solved in an excellent way all kinds of news that have been presented by my."
-Age 18-36, California
"My parents used this company and it was the first one I used. They always looked after me well and the attention makes me feel at home. It reminds me of my childhood and my parents"
-Age 18-36, California
"Strong social responsibility, friendly customer service!"
-Age 18-36, California
"The app is easy using and can meet your needs"
-Age 18-36, California
"The company its very great, they very responsabile and in my personal situation helped me with my needs"
-Age 18-36, California
"There is absolutely no hassle when it comes to filing your claim and getting results, quickly."
-Age 18-36, California
"You can be very calm when you have this insurance because you know you're protected"
-Age 18-36, California
"Good and fair price"
-Age 18-36, Colorado
"Easy to enroll and good customer service"
-Age 18-36, Connecticut
"Helps me find the coverage that is right for me"
-Age 18-36, District of Columbia
"All of the service I have with them is good"
-Age 18-36, Florida
"Excellent experience; I recommend it"
-Age 18-36, Florida
"Good company and easy to buy from"
-Age 18-36, Florida
"It covers all the needs that concern me, it also covers me for unwanted accidents that may affect my home"
-Age 18-36, Florida
"It has quite a wide offering for accidents that could happen to your place"
-Age 18-36, Florida
"It is a great company"
-Age 18-36, Florida
"My experience has been good because they have treated me very well"
-Age 18-36, Florida
"Offer good coverage plans for their insured and are attentive twenty-four hours a day"
-Age 18-36, Florida
"I feel safe and they are reliable with their coverages"
-Age 18-36, Florida
"They are helpful when I call them"
-Age 18-36, Florida
"I like them because of the good people, price and quality of attention"
-Age 18-36, Georgia
"Good company, I love it."
-Age 18-36, Georgia
"It has an excellent customer service and a good and well designed website to find more information about this"
-Age 18-36, Georgia
"They provide great coverage and customer service"
-Age 18-36, Iowa
"They are worth the wait time as they always answer my questions"
-Age 18-36, Kentucky
"Everything I needed was included in the price that has the basics of the whole insurance policy"
-Age 18-36, Maryland
"Cost less than others"
-Age 18-36, Michigan
"It's a good company "
-Age 18-36, Michigan
"Provides a great service and has quality products"
-Age 18-36, Michigan
"Their prices are very good and customer service is very responsive."
-Age 18-36, Michigan
"They are very easy to understand, and they make sure that you understand what you are getting for your money. They take their time, and have a lot of patience for all of my questions."
-Age 18-36, Michigan
"Security, trust, it's a company that protects your assets"
-Age 18-36, Missouri
"They are always helpful"
-Age 18-36, Missouri
"They are always there when you need them most"
-Age 18-36, Nevada
"I feel confident in the coverage of the insurance company"
-Age 18-36, New Jersey
"Good service"
-Age 18-36, New York
"Good customer service"
-Age 18-36, New York
"Great people in office and at call center. Very helpful and give me resources"
-Age 18-36, New York
"I like the company. I want to continue with them"
-Age 18-36, New York
"The company is trustworthy and efficient"
-Age 18-36, New York
"It provides a good service, the prices are accessible, the attention is fast and safe."
-Age 18-36, New York
"Reliability, coverage, customer service, experience."
-Age 18-36, New York
"Besides having an excellent customer service department, it has the best and most complete cost benefit of the market. The quality of the product exceeds all expectations."
-Age 18-36, New York
"The amount of coverage services, flexibility and seriousness is great"
-Age 18-36, New York
"The experience my agent has and his ability to work with people is great"
-Age 18-36, New York
"They give a great service and it is easy to deal with because they see you as a friend not as another number"
-Age 18-36, New York
"This company cares about all its customers and provides a really helpful support center"
-Age 18-36, New York
"You can easily reach out to their customer service without being stressed"
-Age 18-36, New York
"They are easy to reach and provide reasonable rates and great customer service"
-Age 18-36, North Carolina
"They are very helpful "
-Age 18-36, North Carolina
"Very good prices and always helpful if I have a question."
-Age 18-36, North Carolina
"Cheaper than most "
-Age 18-36, Ohio
"It is a respectable company that gives me the best services at a low price"
-Age 18-36, Ohio
"Offered good prices for home insurance. Had something wrong with my roof and they fixed it right away."
-Age 18-36, Pennsylvania
"Good company, excellent experience with this company"
-Age 18-36, Texas
"It's easy to sign up and get rental coverage"
-Age 18-36, Texas
"My home insurer has wonderful customer service. I am also able to get affordable homeowner's insurance from Geico"
-Age 18-36, Texas
"Very good in all"
-Age 18-36, Texas
"They are always available to help with any questions."
-Age 18-36, Virginia
"This company is of very good quality and their services are very punctual and reasonable"
-Age 18-36, Virginia
"Very good company, easy to use website."
-Age 18-36, Washington
"They respond quickly to questions and are very helpful."
-Age 18-36, West Virginia
"Good people to recommend other people to use"
-Age 37-52, Colorado
"Fast process, no waiting time to solve any query."
-Age 37-52, Delaware
"Excellent insurance company, they have supported me in all circumstances, good attention, modern and attentive"
-Age 37-52, Florida
"Good rates with helpful and caring employees."
-Age 37-52, Florida
"I have a very nice experience with this company. My claims were settled in no time and were up to my expectations"
-Age 37-52, Florida
"I have been a user of that company for several years and I have not had any problem with them when I have presented an event until now I only have positive experiences"
-Age 37-52, Florida
"I like how they work with me to help me get the right coverage"
-Age 37-52, Florida
"Good reputation among my family and friends."
-Age 37-52, Hawaii
"Have excellent prices, excellent employees and helps us in everything I need"
-Age 37-52, Illinois
"It is always willing to response promptly to the grievance of its customers solves the problems of customers also."
-Age 37-52, Illinois
"They handle my concerns very efficiently"
-Age 37-52, Indiana
"They fulfill my need and secure my home."
-Age 37-52, Iowa
"Joined this year, feeling great to be part with this organization."
-Age 37-52, Kentucky
"Not happy, having many gaps in my coverage"
-Age 37-52, Louisiana
"They have the best rates and you can always count on their help."
-Age 37-52, Louisiana
"Easy to enroll for an amazing service"
-Age 37-52, New Jersey
"It always has quick answers to my doubts about my insurance coverage and is always willing to help me"
-Age 37-52, New York
"I feel that the investment I made in my house is safe because my insurer completely covers it"
-Age 37-52, New York
"I like the service and price I get"
-Age 37-52, New York
"My insurance company offers several forms of communication, and they are always willing to answer any questions I may have."
-Age 37-52, New York
"They have good customer service"
-Age 37-52, North Carolina
"They are very prompt."
-Age 37-52, North Carolina
"They are a good company that offers good coverage at a fair price."
-Age 37-52, Pennsylvania
"Have a good reputation in the marketplace"
-Age 37-52, Tennessee
"I use the same company for auto and renters and they are always there to answer the phone and answer any questions, my agent has a great sense of humor which makes calls quite pleasant."
-Age 37-52, Tennessee
"Very nice local rep"
-Age 37-52, Tennessee
"Easy to deal with, good price"
-Age 37-52, Texas
"It is a great company"
-Age 37-52, Texas
"No problems, helpful customer service."
-Age 37-52, Texas
"that it is a good company that responds quite well"
-Age 37-52, Virginia
"TI like the benefits it gives, plus excellenct service and speed in which it answers questions. It is a very formal company that is responsible for prestigious; provides confidence and security."
-Age 37-52, Virginia
"Trusted, good reputation, good customer service and good value for money"
-Age 37-52, Washington
"Great products and services for everyone"
-Age 53+, New York
"They're the best."
-Age 53+, New York
"Extraordinary claim service, risk management resource, unique covers and exceptional service and full range of insurance solutions."
-Age 53+, North Carolina
"Great rates"
-Age 53+, North Carolina
"Good coverage for the price."
-Age 53+, Oregon
"They change car insurance very easily over the phone whenever we buy a car. I've had them for over 20 yrs."
-Age 53+, Pennsylvania
"Great customer service"
-Age 53+, Texas
"They educated me on benefits of multiple policies."
-Age 53+, Texas
"Well known brand, happy with them."
-Age 53+, Wisconsin
"It assists in claim settlements, has an individual approach for each client, coverage options are standard and comprehensive."
-Age 53+, Wyoming
"Exceptional claims service financial strength and mobility, risk management resource and full range of insurance solutions."
-Age 53+, California
"They help us feel safe, covered"
-Age 53+, California
"Good customer service. Always ready to help their customers."
-Age 53+, Colorado
"Great service"
-Age 53+, Florida
"It provides different insurance plans to choose from"
-Age 53+, Florida
"Professional staff, easy to contact, good company."
-Age 53+, Hawaii
"The chat feature is awesome and I always get my needs met"
-Age 53+, Hawaii
"When we had the major storm that knocked down all the trees it was a very quick process until a got paid"
-Age 53+, Massachusetts
"They offer excellent customer service and quickly handled a claim we filed in the past 10 years."
-Age 53+, Michigan
"I have a worry free life regarding home insurance"
-Age 53+, Michigan
"Always stays on top of things and follows up"
-Age 53+, Missouri
"Great claims department"
-Age 53+, Missouri
"Good customer service"
-Age 53+, Nevada
"Always solve any problem I have"
-Age 53+, New Jersey
"Exceptional claim service, financial strength and integrity and a wide range of insurance solutions."
-Age 53+, New Jersey
"Quick to settle claims, good customer service, easy to work with"
-Age 53+, New Jersey
"Went over ever aspect and will always send an agent if needed"
-Age 53+, New Jersey
"I don't have anything good or bad to say about this insurance company other than got our home policy with them."
-Age 18-36, California
"Is an honest company that deals with ethics. But it could have more benefits."
-Age 18-36, California
"It could be better"
-Age 18-36, California
"Nothing special"
-Age 18-36, California
"I don't have any complaints regarding customer service or other services"
-Age 18-36, Connecticut
"Need to work on the apps and websites to provide more easy access."
-Age 18-36, Hawaii
"Not sure if good pick but it was the company my rental association recommended"
-Age 18-36, Michigan
"The cost is a bit more than I planned for."
-Age 18-36, New Jersey
"Would be better if they offered a service with fewer processes to buy the policy and faster to respond to any problem"
-Age 18-36, New Jersey
"This company meets my needs"
-Age 18-36, New York
"This insurance company doesn't provide all the features in an insurance policy that are essential in today's life"
-Age 18-36, New York
"Rude and short with answers. They act as if they are your only option, which if your home is older they more than likely are."
-Age 18-36, Oregon
"The service and everything else is fine, normal."
-Age 18-36, Texas
"I'm thinking of canceling this insurance. I have not been impressed by the service."
-Age 37-52, California
"It is a standard service and attention, it could be better...."
-Age 37-52, California
"Will not recommend to others."
-Age 37-52, Connecticut
"Not many coverage offerings"
-Age 37-52, Delaware
"Unsatisfactory experience in past."
-Age 37-52, Kentucky
"Always looking for best price and coverage that I can afford, this one is good for now but may change if I find something better later"
-Age 37-52, Missouri
"I sent an e-mail to the company and it took awhile for them to respond"
-Age 37-52, New York
"They are just okay"
-Age 37-52, New York
"I have nothing to say about them good or bad, they are just an insurer"
-Age 37-52, Pennsylvania
"High charges, slow service, no correct feedback of queries from insurer."
-Age 53+, Tennessee
"I understand what they tell me about my policy"
-Age 53+, Alaska
"I plan to find someone else that has better coverage for less money"
-Age 53+, Colorado
"Comparable with other insurers"
-Age 53+, Maryland
"Too expensive for amount of coverarage"
-Age 53+, Maryland
"Liberty Mutual and I have co-existed for about 9 years. Sixteen policy in all that I've had through them, but, we have not agreed on everything. So I stay with them as I take the good and take the bad and remain."
-Age 53+, Massachusetts
"I found out from friends how little they pay compared to me and I will be changing to another company next year."
-Age 53+, New Jersey