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Liberty Mutual Home Insurance Review

37 Customer Comments & Reviews - see all comments
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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.
 
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How is Liberty Mutual rated?

Breakdown

4.5/5
Coverage Options
4.5/5
Pricing and Discounts
4.0/5
Customer Service
5.0/5
Financial Strength
4.3/5
Add-On Coverages

Overall Rating: 4.5 / 5 (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

Financial Strength - 5 / 5

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.
Underwriter
Liberty Mutual
Marketshare
6.75%
Standard & Poor's Financial Rating
A
Moody's Financial Rating
A2
AM Best Financial Rating
A
*The above information reflects the financial strength of the underwriter of the Liberty Mutual home insurance policies: Liberty Mutual.

Customer Experience

Customer Service - 4 / 5

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 NAIC 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.

National Association of Insurance Commissioners

NAIC Complaint Ratio
0.11
NAIC Total Complaints
1
*The NAIC complaint ratio (in this case 0.11) is a ratio of the number of complaints a company received to the 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.

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

Liberty Mutual Coverage

Coverage Options - 4.5 / 5

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.
Basic Coverage Types
Dwelling Protection
Other Structures Protection
Personal Property Protection
Liability Protection
Guest Medical Protection
Additional Coverage
Scheduled Personal Property Coverage

Pricing & Discounts

Pricing and Discounts - 4.5 / 5

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.

Household Discounts

  • New Home
  • Remodeled Home
  • Home Safety Features

Policy Discounts

  • Multi-Policy
  • Higher Deductible
  • Claim-Free

Contact & Additional Information

Homepage URL
https://www.libertymutual.com
Company Phone
(888) 398-8924
Headquarters Address
175 Berkeley Street, Boston, MA, 02116
Year Founded
1912

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37 Customer Comments & Reviews

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Qianru Y
10/23/2020
Bad company. They take your money and ask you to pay everything by yourself when your house has a problem. My 30-yr old roof was damaged by wind, and they insisted on it is reparable. And with the $2K deduction, the repair fee is all on my own. My roof contractor told me my roof should be replaced. But this horrible insurance company kept saying the roof just need a repair. My roofer tried and the old shingles broke. Then the company said "see, this is the damage created by your roofer". They just do not want to take a penny out of their pocket. If you tried to negotiate with them, they were very very bossy "I told you it can be repaired. Your roofer can not fix it. It's your problem. Go... Read More

Joe D
7/19/2020
Stay away. unresponsive...been with them for decades but no longer the creditable company they once were...canceled all 7 of my policies with them when they came due

lanagator2018
12/30/2019
WORST COMPANY EVER!!!! They just tell you "that sounds pre existing, were not coming to look at that" well my house wasn't flooding and catching fire every day cause it's fine liberty mutual! I just bought my house and paid for all inspections and none of this pre existed then (last year it's only been a year) This company is a scam save yourselves while you still can! Get a local agent. Liberty mutual will pay for nothing, just argue that it's not their problem 👍🖕🖕🖕🖕

Ken W
9/21/2019
Terrible Company, don't trust them. They Screwed me out of $227 for policy that was canceled. They still billed me and sent me to collections. Save yourself the trouble of getting screwed. I will NEVER recommend Liberty Mutual to anyone. Buyer BEWARE!!!

pearly1612
9/4/2019
Thanks for stiffing my family of four, Liberty! You told us the cleanup vendor we selected was be "great" and "not a problem" when our house flooded... Until you got the bill. Now we're being sued by the vendor for the unpaid bill because you decided it was better to stiff my children and I so that you could benefit your shareholders. This is a truly evil corporation. Never, ever again will I purchase anything from this ponzi scheme.

Michele B
8/5/2019
This is a shady. I called about a quote in December and got hung up on...I just got a bill in mail that I owe 253.00 they added the extra insurance without my consent. When I called they would not take it off my account. Very shady...do not recommend!!! Six years with them ...no more I’m canceling!!!

J
Jenniferbladen65
5/30/2019
I had a house fire in September a complete loss and it's been a fight to get my money to move on and just received letter that I'm canceled after June 20th.....not a good company

M
Mark
11/17/2018
Liberty Mutual misrepresents discounts to their customers telling them they will receive a discount on auto policies for defensive driving but then you take the course and they tell you it doesn't qualify. Even after they admit they have a call confirming they misrepresented still are unwilling to make it right. Do not recommend.

J
Jeff
10/18/2018
I had a pipe break in my house. Liberty said they would fully pay to have it dried out. They then charged me 2.5 times my deductible. After they tore four rooms out of my house they left the kitchen among other rooms unusable. They told me to get estimates and turn them in, I did. They didn’t like the estimates and told me I need to find someone else. This is now three months after the initial claim. I couldn’t get any more estimates as I had already called every contractor in the phone book. I asked if I could get my house fixed and they told me if I called anyone without their approval, I would not be reimbursed for the repairs. I am now at 7. On the with no kitchen and no way to prepare... Read More

L
leigh a
10/4/2018
I feel bad for those who have had negative experiences with Liberty Mutual home insurance. I read those reviews after a tree fell on our garage and worried about it. But, we had an excellent experience. We have had liberty mutual home insurance since 2005. They are the only company who will insure our home because it was built in 1850. They are also the most reasonable insurers. This incident was the first home loss claim we have filed. A tree fell on our house on a Saturday. We called emergency tree service first and then Liberty mutual. On Tuesday morning, the adjuster, Will, came to the house to inspect. He was very professional and understanding. He cut us a check on the spot for... Read More

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  • Wide selection of home insurance discounts - Online Quotes in Minutes!
  • Covers common occurrences like fire or theft and accidents
  • Protect Your Valuable Items (Electronics and Jewelry) 
  • A Wide Range of Excellent Coverage Options
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