Ratings

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Overall Rating info icon info icon
Claims Processing
Customer Service
Value for Price
Website and Apps
% Who Would Recommend to a Friend
82
% Who Plan to Renew
91
AM Best Financial Strength Ratings info-icon info-icon November 08, 2020
A
HOW WE WEIGH OUR SCORE
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
8%
I had other insurance with this company
7%
Financial strength rating
7%
Saw online ad
4%
Saw TV commercial
1%
The company website and mobile apps are easy to use and helpful
1%
Was the company my parents had

How likely to recommend?

I would definitely recommend this company
I would probably recommend this company
Neutral
I would probably not recommend this company
I would not recommend this company

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
2%
Very unsatisfied / digital offering is severely lacking
0%

How do you prefer to deal with insurer and policy?

Phone
39%
In person
23%
Interactive website
18%
Email
11%
Mobile App
9%
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Customer Complaint Ratio

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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?

AL AK AZ AR CA CO CT DC DE FL GA HI ID IL IN IA KS KY LA ME MD MA MI MN MS MO MT NE NV NH NJ NM NY NC ND OH OK OR PA RI SC SD TN TX UT VT VA WA WV WI WY

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