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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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Kathleen B
8/16/2018
UPDATE... I contacted the Presidential Advisory Group in HQ (Boston) David Long's office and told my poor customer experience to LaQuanda Wright who immediately addressed the issue and processed the credits I was entitled to with a new roof retro the installation date (their adjuster was out here at same time..) and requested that additional training be provided to the 'customer resolution' team that Holly 027286 is part of.

Kathleen B
8/16/2018
Long-time LM subscriber, they helped to pay for new roof in 2017 then deny me the $721 resulting discount! stating they had NO KNOWLEDGE, ignoring the fact their underwriter was here during install! Holly (customer resolution 027286) states she had NO ACCESS to 2017 discount due NOR THAT THEY HAD A VP OF UNDERWRITING! WHAT INSURANCE COMPANY DOES NOT HAVE UNDERWRITING TO DETERMINE RISK! BY THE WAY....chosen with MIT Alumni Discount? Obviously this will be reviewed!

L
lenarque
12/28/2017
i just finished filing in their form on their website for a home insurance. It took 15 mn. At the end their system stated NO because I don't live in a gated community or per their quote: "We're sorry, based on our underwriting guidelines* we are unable to provide you with a quote. *Unprotected Location" PS:I have 2 fire extinguishers, deadbolt, smoke detectors and intruder alarm! They need to work either on their system or their guidelines.

William B
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
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
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!

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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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