Liberty Mutual Home Insurance

Ratings

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Overall Rating

Claims Processing

Customer Service

Value for Price

Website and Apps

% Who Would Recommend to a Friend

% Who Plan to Renew

AM Best Financial Strength Ratings

November 08, 2020

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

22%

Reputation

20%

Recommended by friend or family member

I had other insurance with this company

Financial strength rating

Saw online ad

Saw TV commercial

The company website and mobile apps are easy to use and helpful

Was the company my parents had

Would you renew?

91% Yes

9% No

Ratings on Website & Apps

Fairly satisfied / Fulfills my needs OK

41%

Completely satisfied / Outstanding website & apps that give me what I need and more

41%

Average website and apps

13%

Unsatisfied / website and/or apps are not fulfilling my needs

Very unsatisfied / digital offering is severely lacking

How do you prefer to deal with insurer and policy?

Phone

39%

In person

23%

Interactive website

18%

11%

Mobile App

Go to Liberty Mutual site now to get a quote

Customer Complaint Ratio

Homeowners

0.61

0 1 3 10+ Good Poor Very Poor

0 to 1.00

1.01 to 3.00

3.01 and above

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.

In which states is Liberty Mutual home insurance available?

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:

"It's not a good idea to go with them."

-Age 27, Florida

"Uso e aprovo"

-Age 27, New York

"Switching over to my company will give you a peace of mind. Despite the fee being high the benefits outweigh the cost. The wealth of information available on the different policies. The easy with which you can navigate their website and mobile app."

-Age 28, Florida

"Pretty good services and options."

-Age 29, California

"Let's hit a stain"

-Age 30, Michigan

"Good customer servce, and great efforts to help"

-Age 30, California

"I've had no issues so far with Liberty Mutual, but do your own research and quote comparisons."

-Age 31, Illinois

"Shop around for other companies"

-Age 31, Nevada

"easy, convebient"

-Age 31, Washington

"Good company "

-Age 34, New York

"You get a much higher replacement value with this insurance company than with many others"

-Age 34, Alabama

"The qualities of my insurance company, the excellent price, service responses are all good."

-Age 35, California

"Extremely interesting"

-Age 35, New York

"Liberty Mutual is a decent company."

-Age 35, Arizona

"It's a really good company, use them if you can."

-Age 35, California

"They have exceptional customer service"

-Age 36, California

"It's fine, but if you know of anything better, you should probably pick that instead"

-Age 36, Pennsylvania

"Great insurance company, excellent service, respectable"

-Age 36, Texas

"Their not perfect, but they won't drop you like many others that have in the past. They offer great help and try to do what is right."

-Age 36, Alabama

"Incredible copany."

-Age 37, Florida

"Great services."

-Age 37, Kentucky

"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

"Great deal having the most cool rates on the market."

-Age 38, New Jersey

"They are always try to provide the best offer. They sometimes contact with customer to know if they are facing some problem and try to solve the problem as soon as possible."

-Age 38, New York

"I enjoy my insurance company but wish the cost was less."

-Age 38, Pennsylvania

"They have an excellent customer service"

-Age 38, Pennsylvania

"Affordable coverage"

-Age 38, Vermont

"Easy to switch and bundle with auto plan"

-Age 39, Texas

"They are really good to us."

-Age 40, California

"Got it for a good value and very happy."

-Age 40, California

"I would strongly recommend them becuase my insurance comapny is best at their work"

-Age 40, Florida

"Service is really good and easy to understand ."

-Age 40, New York

"This is a relatively stable service"

-Age 41, California

"Good affordable insurance with good coverage too."

-Age 41, Oregon

"It is very interesting."

-Age 42, Michigan

"They have policy that will suit them and when they make there claims it is very fast."

-Age 42, New York

"Liberty Mutual is a good company."

-Age 42, Pennsylvania

"I think that they have the best offers so far and I would like you to join them"

-Age 44, New York

"Im not sure"

-Age 44, Pennsylvania

"They are very fast getting an adjuster out and make a fair payout and ease of payment"

-Age 47, Michigan

"They are ok, nothing special"

-Age 48, Illinois

"I just pay the bill, no other experience with"

-Age 48, New Jersey

"I've not really had any experiences, therefore no complaints"

-Age 48, Ohio

"Good overall coverage but could improve discount offering for long term customer"

-Age 50, Oklahoma

"That the claims are fine and service is good."

-Age 51, New York

"They had a great price for Renter's when I switched my auto insurance."

-Age 51, Texas

"Affordable coverage."

-Age 52, California

"I'm a satisfied customer an I like there offerings."

-Age 54, North Carolina

"Liberty Mutual offers competitive pricing when bundling with auto insurance"

-Age 55, West Virginia

"Make sure you know what you are getting for your premiums. Don't sign up for automatic payments."

-Age 56, Virginia

"Make sure that you come out on top of the deal. That they get the best deal with these people."

-Age 58, Maryland

"Very good company that has great payment options."

-Age 58, Washington

"They are a great company and are more like family"

-Age 59, Colorado

"Can't say as I don't have any claims experience"

-Age 59, Louisiana

"Great customer service, competitive price,"

-Age 60, California

"Very difficult to file claims and they do not like to pay out for storm damage"

-Age 60, Florida

"Liberty Mutual is a reputable company that offers fair pricing on home insurance. They have great customer service and easy pay options."

-Age 60, New York

"affordable premium favorable customer service good claims process"

-Age 60, Pennsylvania

"Easy to get understandable quotes for varied coverages/deductibles etc"

-Age 61, Florida

"They replaced my roof and I only had to pay the deductible"

-Age 61, Florida

"It is affordable and easy to work with"

-Age 61, New York

"They have excellent customer service agents who are courteous and very helpful. They offer prompt assistance when we contact them for claims."

-Age 63, Michigan

"Just watch out cause later, they will increase"

-Age 66, Oklahoma

"That I really enjoy dealing with Liberty Mutual. They are a very good company"

-Age 67, Utah

"It is an option but I'd shop around to see if they are best for you."

-Age 68, California

"I do not know what to say, they are average."

-Age 68, North Dakota

"Call them - see what they can do for you"

-Age 69, Ohio

"No problems, but not awesome."

-Age 71, Wisconsin

"Fair prices, good customer service, good claims settlements"

-Age 72, New York

"Check the details of coverage. Look for discounts"

-Age 74, California

"Is easy to bundle home and auto and the billing process is easy and works well"

-Age 78, Pennsylvania

"Great claims department"

-Age 81, Missouri