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Liberty Mutual Home Insurance Review


Rating: 9.3 / 10 (Excellent)
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Liberty Mutual is a major multi-line insurance company, with the third-largest share of the American homeowners insurance market. Established in 1912, the company does business through their ample network of agents, as well as via its webpage and mobile app. They also offer standard homeowners coverages, with numerous coverage and pricing options.

How is Liberty Mutual rated?

Breakdown

10/10
Financial Strength
9/10
Customer Experience
9/10
Pricing & Discounts
9/10
Coverage

Overall Rating: 9.3 / 10 (Excellent)

With almost a 7% share of the US homeowners insurance market, Liberty Mutual is a giant of the insurance business. With that size, it brings financial stability, a variety of insurance options, considerable geographical reach, and a great deal of claims experience.

Financial Strength

Key Details

Underwriter
Liberty Mutual
Marketshare 2016
6.75%
Standard & Poor's Financial Rating
A
Moody's Financial Rating
A2
AM Best Financial Rating
A

Financial Strength - 10 / 10

Liberty Mutual is rated highly by Standard & Poor's, Moody's, and AM Best. Its sizable market share and operations from coast to coast suggests that local and regional catastrophes wouldn't cause financial hardship for the company.
*The above information reflects the financial strength of the underwriter of the Liberty Mutual home insurance policies: Liberty Mutual.

Customer Experience

National Association of Insurance Commissioners

NAICS Complaint Ratio 2016
0.11
NAICS Total Complaints 2016
1
*The NAICS complaint ratio (in this case 0.11) is a ratio of the number of complaints a company received to the its total premiums written in a calendar year. The median complaint ratio across all companies is 1. A score below 1 means the company received fewer than average complaints. A score above 1 means the company received a higher number of complaints than average.

J.D. Power 2016 Home Insurance Study

JD Power Overall Customer Satisfaction Score
3 out of 5 (About Average)
Policy Offerings
3 out of 5 (About Average)
Claims
3 out of 5 (About Average)
Interaction
3 out of 5 (About Average)
Price
3 out of 5 (About Average)
Annual Statement & Billing
3 out of 5 (About Average)

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
2017-12-10

Customer Experience - 9 / 10

As might be expected from a company of its size and market share, Liberty Mutual has received its share of consumer complaints. It is rated A- by the BBB, and has a very small number of the more serious NAICS complaints. The company's market share and longevity also suggest that consumers are voting with their premium dollars in favor of a company that has treated them well. The company gives consumers flexibility in how to contact them: through its agent network, via phone, or over the internet.

Liberty Mutual Coverage

Basic Coverage

  • Dwelling Protection
  • Other Structures Protection
  • Personal Property Protection
  • Liability Protection
  • Guest Medical Protection

Additional Coverage

  • Scheduled Personal Property Coverage

Coverage - 9 / 10

Liberty Mutual offers the standard suite of homeowners insurance coverages for structures, personal property, liability, and relocation expenses. Other coverages, such as those for valuables and unusual structures, are also available as options.

Pricing & Discounts

Household Discounts

  • New Home
  • Remodeled Home
  • Home Safety Features

Policy Discounts

  • Multi-Policy
  • Higher Deductible
  • Claim-Free

Pricing & Discounts - 9 / 10

Liberty Mutual's prices are squarely in line with those of other large, national homeowners insurance companies. The company offers discounts for people who have multiple policies, for certain home safety and security devices, and for people who have not had a homeowners claim in the preceding five years.

Contact & Additional Information

Homepage URL
Company Phone
(888) 398-8924
Headquarters Address
175 Berkeley Street, Boston, MA, 02116
Year Founded
1912

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Customer Comments & Reviews

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William B
Clarksville, Tennessee
7/28/2017
I have nothing good to say had them since 2012 the rates have sky rocketed there have been no claims this company covers the very bare stuff you better take a closer look to cover your pride and joy your home.


Laura E
7/2/2017
We had a pipe wear out in the crawl space. This pipe took kitchen water and one bathroom sink water to the sewer for disposal. I paid for the plumber, but Liberty Mutual would not pay for the hazardous waste that ended up in my crawl space. Our furnace is in the crawl space and so the smell, bacteria, and any other harmful items enter the living space. Apparently, Liberty Mutual will NEVER insure my house for water issues because of its age. Yes, my house was built in 1942 and still has good pipes in most places. Shame on Liberty Mutual for not paying for sewage clean-up to the tune of $2,188.00. It's not as though I haven't already paid that much over the past 5 years for this. I... Read More


O
OJMJS@YAHOO.COM
McMinnville, Tennessee
6/30/2017
We had a house fire 10-11-2015, Liberty mutual has refused to pay our loses. They have tried scare us, threatened us, offered about 1/2 of the cost to replace what we had. Our house know has mold plus the furniture that could have been saved has more damage to it . Liberty mutual is the worst insurance company around. I am disabled and retired, my wife is 65 and retired. Our house of 30 years is worthless. If you want more information, We have all our documen's as proof.


L
Liana
Aledo, Texas
3/16/2017
this insurance has increased 300% in 5 years. In addition they do not cover leaks under the slab of your home. The most efficient way to fix is to jackhammer the slab but Liberty Mutual will not pay to fix the hole in your floor. So another words you pay a lot for no service!


B
Bryant
Pinson, Alabama
11/16/2016
Terrible on car insurance. Canceled us for hitting an animal we had no control over. Bad customer service. Never called back as promised. Had to call and call. Took a lot of my viable time dealing with this company. The adjuster was the worst. She was Hispanic and you could not understand her. Every time I tried calling I would get her voicemail. Would leave messages. Never received a return call. This went in for months. Talking to supervisors.... constantly apologizi g to get nothing accomplished because everything was going through our Hispanic adjuster. Stay away from this company. Not worth the risk!



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