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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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Ginger A
3/6/2019
The last claim we filed with them they withheld half the payment until car was fixed. They also increased our homeowners insurance 200%.....yes 200%...after EIGHT years of business (I think due to the California fires)...no other reason given than increased business costs! Stay far away!!

lfischbern
2/22/2019
Liberty Mutual did a classic “bait and switch” on us. They had us buy into a policy that was $2800/yr, then, after a year with a [still] perfect driving record and no late payments, upon renewal, our policy jumped to about $3,800. Upon signing up, we were told that our old provider had such high premiums due to all the unsafe drivers in our area, and that Liberty Mutual wouldn’t do that as our driving record was perfect. Now, this is one of the reasons I’m given as to why the premiums are so high with Liberty Mutual, and their main explanation for the increase, is that unbeknownst to us, we were given a discount that we did not qualify for, last year. We were not told that we were given... Read More

M
Michael C
2/16/2019
No accidents......ever, 752 credit rating, 51 years old, 2015 vehicle. My insurance rate from from 2018 to 2019 jumped 16%. Their explanation? "Well, your zip code carries high accident rates and vehicle thefts". I was targeted, profiled, then held accountable for everyone in my zip code.

K. P
2/13/2019
We changed from USAA to Liberty in March 2018. We have a 2015 Toyota Tacoma and a 2010 Toyota Yaris. We also decided to bundle our home owners insurance with them as well. Our first year renewal is coming up and I am searching for another company. Please don't let Liberty's snappy TV ads fool you! Their customer service is horrible!! The coverage cost on our 9 year old Yaris is almost as high as our 4 year old Tacoma. Liberty's reason " It's old and you won't be able to get parts for it." . This was the most cockamamie excuse that I have ever heard. When we were setting our coverage up, they would not allow us to select the deductibles that we wanted. Instead they chose a $1,500.00... Read More

Lisa H
2/11/2019
Can someone get my car fixed. Wednesday will be 3 weeks without a car!! Last Monday the adjuster was their. They r waiting on the ok. We've talked to Kari Cole, she never returns r calls and I've never seen so much lying come out of one person's mouth. We've tried to talk to her boss Shelly and get a dam answering machine. Some guy named Chris had said he was putting a note to Kari Friday, if she didnt call us or r car auto shop to call shelly. If that didnt work to call him back. Everyone we've called today is just a answering machine!!! I want my traverse FUXED! If this is how yall do business, it's a dam shame. Because when are is up. We will never do business with you again!! And... Read More

Alvin W
2/1/2019
My auto broke down on the coldest day in 50 years. I called for roadside assistance (which I paid for). NO callback no text, nothing. Liberty mutual was missing in action. I will file a consumer complaint for material breach of contract. All policies will be moved ASAP!

K
Ken S
9/28/2018
Been with them for years now they're raising our rates by $400 per year! They originally said it was due to a violation report but upon asking they said No, there was no violation(?) They are just raising our rates. But, if we want to drive around with one of their shackles on our cars (shows acceleration time; braking time; whatever) we could be eligible for a 10% discount. We have paid them nearly $2000 per year for many years, for nothing! No accidents; no violations; no claims. They're crooks! I'm looking for someone else.

A
Ashley D
9/23/2018
I was in an accident. A guy hit me and was at fault, and he got a ticket. The agent handling my case left and closed out my file without contacting me. The new person did nothing as well, and I somehow lost and had to pay for the damages to my car, AND my insurance went up even though it was my first accident AND I WASN'T AT FAULT. Never been more disappointed in my life. Put me out $3000 and I have no prior driving record. The man who hit me had 2 previous counts against him. Ridiculous.

D
Darlena
8/10/2018
I had liberty mutual for 36 years and my rates continually increased. Called for assistance for lower premiums and could only help by raising deductibles and lowering coverage. I called for rate quotes from 5 different insurances and was offered better coverage and a lot lower deductibles for half the price. Guess who happily left Liberty Mutual. 😁 never been happier. Worst rip off I’ve ever had. Too bad it took me so long.

Stuart R
8/10/2018
I'm Surprised Liberty got a good rating. I would give them a zero but one star means "terrible". Policy with Liberty since 2015. On June 26, 2018, my wife's car was hit by a hit and run driver. The claims adjuster from Liberty told me that he would be repairing my wife's 2014 Rav4 with 29K miles with junk yard parts and non original parts from China. He continued to add that Liberty would warranty the parts for as long as I own the car. There was absolutely nothing in my policy that told me they would do that. I requested OEM parts - especially for the critical parts like radiator and condenser coil but Liberty chose to ignore my request. I got the cold shoulder from Liberty. No... Read More

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