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Liberty Mutual Home Insurance Ratings

Customer Satisfaction Ratings (based on 199 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.

Home
83.03
out of 100
90.00
84.32
78.49
80.11
72%
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 price26%
Recommended by friend or family member23%
I had other insurance with this company13%
Reputation11%
Saw online ad8%
Was the company my parents had8%
Saw TV commercial7%
The company website and mobile apps are easy to use and helpful3%
Financial Strength rating2%

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

I would definitely recommend this company. 37%
I probably would recommend this company. 35%
Neutral 23%
I probably would not recommend this company. 3%
I 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
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

43%Phone
12%Email
21%In person
4%Mobile App
21%Interactive website
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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.

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