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Liberty Mutual Auto Insurance Review

35 Customer Comments & Reviews - see all comments
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Founded in 1912 and headquartered in Boston, Massachusetts, Liberty Mutual Insurance is the fourth largest property and casualty insurer in the nation.

The company has since expanded their operations worldwide, with branches throughout Europe, Asia, and South America. Their line of products in U.S. markets includes passenger auto, life, annuity, and homeowners insurance, among others.
 
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How is Liberty Mutual rated?

Breakdown

4.0/5
Coverage
4.0/5
Financial Strength
0.0/5
Supplemental Coverage
4.8/5
Pricing & Discounts
3.0/5
Claims Satisfaction & Customer Experience
4.5/5
Automation

Overall Rating: 3.9 / 5 (Very good)

With outstanding financial stability and over 100 years of experience in the industry, Liberty Mutual has secured its position as a global force in the auto insurance market.

The company provides policyholders with an unrivaled selection of discounts and excellent benefits, making up for their higher-end premiums.

Although their coverages are not as inclusive as those offered by other leading insurers, their quickly expedited claims processing gives them a leg up on the competition.

Liberty Mutual Coverage

Basic Coverage

  • Bodily Injury Liability
  • Property Damage Liability
  • Collision
  • Comprehensive
  • Medical Payments

Additional Coverage

  • Rental Reimbursement

Coverage - 4 / 5

Liberty Mutual has some of the most thorough plans in the auto insurance market, offering standard and comprehensive coverages, along with additional benefits such as new and better car replacement options, accident forgiveness, guaranteed repair, and even teacher's insurance.

They do, however, fail to provide certain basic protections like uninsured and underinsured motorist coverages, or towing and labor costs.

Coverage Fine Print

New Car Replacement - Provides customers with funds to purchase a new car if theirs is totaled. Accident Forgiveness - Premiums won't go up due to a policyholder's first accident as long as they have been accident and violation free for five years. Better Car Replacement - If their car is totaled, policyholders can receive money for the purchase of a vehicle that is one year newer and has 15,000 fewer miles than their own. Deductible fund - Lowers the amount of the collision deductible and the money the policyholder must pay out-of-pocket in the event of a claim. The company will contribute an initial 100 dollars into the account to get it started. Guaranteed Repair - When customers choose to have their vehicles fixed at a Guaranteed Repair Network facility, the company will ensure the repairs for as long as the policyholder owns the car. Teacher's Insurance - Special features and discounts designed with the needs of educators in mind. Mobile App 24/7 Claims Processing

Customer Experience

National Association of Insurance Commissioners

NAIC Complaint Ratio
4.55
NAIC Total Complaints 2020
222

Customer Ratings

BBB Rating
A-
Number of BBB Positive Reviews
14
Number of BBB Neutral Reviews
3
Number of BBB Negative Reviews
220
Date Collected
2017-10-10
*The NAIC Car Insurance complaint ratio (in this case 4.55) compares a company’s performance to other companies in the market. The median complaint ratio across all car insurance companies is 1. A score below 1 means the company received fewer than the expected number of complaints. A score above 1 means the company received a more than the expected number of complaints.

Claims Satisfaction & Customer Experience - 3 / 5

Liberty Mutual holds an A- Better Business Burau rating with 3.32 out of 5 stars based on 238 customer reviews. Nevertheless, the National Association of Insurance Commissioners reports that the company has by far exceeded the national median complaint ratio for private passenger insurance for 2016, based on 222 total complaints.

Despite some unfavorable reviews, the company continues to have the support of loyal customers who find their claims processing superior to their competitors.

Financial Strength

Key Details

Underwriter
Liberty Mutual Insurance Company
Premiums Written 2020
$10,756,228,434
Marketshare
5.02%
AM Best Financial Rating
a
Moody's Financial Rating
A2
Standard & Poor's Financial Rating
A

Financial Strength - 4 / 5

Liberty Mutual Insurance boasts A ratings from all three major U.S. credit rating agencies, as well as A.M. Best. Their stable long and short-term issuer credit scores attest to the company's ability to pay their policyholder's claims.

Not surprisingly, this solvency has allowed them to take over 5.02 percent of the market, becoming the sixth largest insurer for passenger autos, according to the NAIC's 2016 property and casualty insurance industry report.
*The above information reflects the financial strength of the underwriter of the Liberty Mutual car insurance policies: Liberty Mutual Insurance Company.

Pricing & Discounts

Per Mile Pricing Available?

Discounts

  • Multiple Vehicle
  • Safe Driver
  • Vehicle Safety
  • Student
  • Senior
  • Bundled Policy

Additional Discounts

  • Hybrid / Electric Vehicle
  • Newly Married
  • Full/Automatic Payment

Pricing & Discounts - 4.8 / 5

Liberty Mutual offers the most common auto insurance discounts, such as multiple vehicle, safe driver, vehicle safety, student, and bundled policy discounts, as well as additional savings opportunities for new graduates, retirees, teen drivers, and returning clients.

This broad range of discounts partly compensates for their higher-than-average rates, which can range between $130 and $370. However, Liberty Mutual does set itself apart from other big players in the industry by offering a pay-by-the-mile car insurance option, which bases premiums on clients' base and per-mile rates.

Discounts Fine Print

Teen Driver Discount - Rewards teens for responsible drivers. New Graduate Discount - Offers special savings for new graduates. New to Liberty Mutual Discount - Available for clients who add or change a vehicle on their policies. New Move Discount - Offers special savings to customers who update their policies to their new address.

Contact & Additional Information

Homepage URL
https://www.libertymutualgroup.com
Company Phone
(800) 344-0197
Headquarters Address
175 Berkley St Unit J091, Boston, MA, 02116
Year Founded
1912

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35 Customer Comments & Reviews

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A
amber
6/16/2022
My experience with liberty Mutual was very poor and unprofessional. Especially the claim rep Julie Slike she was very messy and unprofessional . Her client hit my car and she told me my case was closed because her client said it was my fault and she never got the police report to confirm this she just went off of what the client said and closed the cased and she didn't even have enough respect to call me and tell me anything she just texted my phone saying it was my fault . I've been following up with her for days and it is very hard to get in contact with her i left her many voicemails. When i finally got a hold of her i asked how is the case closed if she still don't got the police... Read More

T
Ton
4/13/2022
They keep raising my prices even though I have had no claims since I have been with them! State Farm gave me even more coverage on my vehicles and home and my house insurance they quoted me was $1000 a year lower and my vehicles was $100 a month cheaper. I called and told them this because I really didn’t want to switch companies but they didn’t even care that they were going to lose a customer. It’s nearly impossible to even get a live person on the phone now with Liberty. They want you to do all the work yourself on their mobile app or online. So I’m not sure why their prices keep going up… it’s definitely not due to hiring more live representatives! If I could give a lower score than 1... Read More

G
garpobey
8/26/2021
I guess all insurance companies are great if you never ever have to file a claim! Liberty Mutual, oops! I mean Safeco is the absolute worst insurance company on the planet! Stop throwing your policy premium payments into this Massive Black Hole! Cut your losses and get out! Before it’s too late!

J
Jeremy
5/14/2021
The claim services are horrible. I was not able to get hold with anyone about the claims for more than 2 days. I tried calling the service line, the claim center and the agent direct line. I tried the emails and the live chat but not able to talk to anyone as well. I asked for assistant from Progressive and they transferred me to the claim department but it was on hold for 1 hour and still no remaining on the line without anyone answering it. I would not recommend using Liberty Mutual.

Charlie B
4/17/2021
They dropped me as a customer bc I had some debris which I have no clue what they are talking about and damage to other out buildings guessing my barn and she'd but again don't know what they are talking about shitty company will find something better than these bozos

devontrellis
3/13/2021
Horrible co , switched my 2 motorcycles to Geico ( less that half the price with better coverage ) and continued to have 5 vehicles insured . They took the 5 vehicles OFF THE POLICY & kept the 2 bikes on !! We were driving for a week w/o insurance !! Just switched the vehicles to Geico & we are now being charged this month for the 5 vehicles that are not even on a LB policy due to automatic payment . Had a" customer service " rep hang up on me today . Do yourself a favor and switch to Geico or ANYBODY other than LB.

G
Gail G
3/6/2021
I got a very good quote for my auto and renters insurance so I went with Liberty Mutual, I canceled Geico. I waited for my policy to come in the mail, I called to request a hard copy again and I was told once again it would be in the mail. I never received one to this day I never got a hard copy of the auto or the renter's. I sold my vehicle and bought another car, I went on Liberty's site and did a change of vehicle and I removed the auto pay, it makes me nervous to have a.p. because I like to pay my bills myself, this was over a month ago. I had to request a new ID card twice before I got it. I have not been happy with their service so I went back to Geico and I canceled my policy... Read More

C
Charles T
3/4/2021
Like all companies in the insurance business, you must check all company's renewal premium amounts before renewing. I had trouble with Allstate bumping up premiums for no reason. So, I bounced around to different companies. We went with Liberty in 2019 for auto. We have a motorcycle and I was quoted a premium that was about 500% higher for the same coverage I was quoted from progressive. So, I ended up buying my motorcycle coverage from Progressive. Liberty has been doing the same as nearly all insurance companies do but not too badly on our auto policy on our second annual renewal. We had homeowners insurance with Liberty from January 2010 with very reasonable premiums until sometime... Read More

K
Kimberly B
4/21/2020
I have had Liberty Mutual for many years. I have had zero claims, no speeding tickets or any kind of moving violation. I even went paperless and had the 90 day big brother thingy on two my cars to prove I'm a safe driver and get all discounts I possibly could. Today I had enough. I discovered my rates went up another $100 recently due to a conviction of "improper display of stickers" on my truck back in 10/20/18 is when it happened and it didn't get convicted of them until 5/13/19. Now I had gone in to the court & showed proof it was all fixed and have sent an email to them over this. This is wrong even on their part. My point in giving a one star for this company is since I can... Read More

aserrano2854
3/12/2020
I highly against using Liberty Mutual #badcustomerservice. My truck got stolen called into the call center to ask if I should keep paying and the agent told me to cancel the policy and when and/if the truck is recovered to reinstate the policy and the policy would cost the same! Found my truck call to reinstate the policy and as you may guess, they up the payments monthly by $53.00. I elected not to take the policy and went with another insurance company. They now have sent me to collections lol... I have all the paperwork to back me up but the point is .... why are Liberty such crooks?,, smh...

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