Liberty Mutual insurance review
Liberty Mutual auto insurance review
Founded in 1912, Liberty Mutual is one of the country's most popular insurance providers — the fourth-largest property and casualty insurance company in the U.S.
The company offers a variety of auto, home, and other insurance products via local Liberty Mutual agents and its website, and provides coverage across the nation.
Coverage options, discounts and rates from Liberty Mutual are on par with other insurance companies of similar size and scope. But a closer look at the way the company handles claims and customer service suggests it's not the most favorable; while its financial strength is solid, Liberty Mutual's ratings for customer satisfaction and the number of complaints filed were mediocre.
- The Zebra Customer Satisfaction Survey — 4.2/5: Liberty Mutual earned a 4.2 out of 5 in The Zebra's survey of customer satisfaction.
- Claims satisfaction (J.D. Power) — Average: Liberty Mutual customers reported average satisfaction with the company's claims process in J.D. Power's most recent study.
- Customer satisfaction (J.D. Power) — Above average: J.D. Power rated Liberty Mutual above average in its 2021 survey in terms of overall customer service.
- Financial strength — Good: A good financial strength rating indicates you need not worry about Liberty Mutual’s ability to pay out insurance claims.
- NAIC Rating — Poor: According to the National Association of Insurance Commissioners (NAIC), Liberty Mutual received more complaints compared to other major insurance companies.
Liberty Mutual car insurance coverage options
Liberty Mutual auto policies offer the standard insurance options — like liability, collision, comprehensive, uninsured motorist, personal injury protection (PIP), medical payments and more — to meet the auto insurance requirements of any US state. Unlike many top insurance companies, Liberty Mutual offers policies in 12-month terms. While this may seem like a long commitment, it may insulate you from rate increases that often occur at the end of a standard six-month policy. Let’s review Liberty Mutual's more unique coverage options available to add to your insurance policy.
Liberty Mutual Deductible Fund®
This coverage is an optional add-on that allows policyholders to reduce their deductible by $100 each year by paying extra premium.
Liberty Mutual accident forgiveness
Another optional coverage, accident forgiveness prevents your coverage from increasing after your first accident. In order to qualify, you have to be accident- and violation-free for five years (not available in California).
Liberty Mutual lifetime repair guarantee
This coverage option makes the arrangements if your vehicle needs repairs — as long as you own the vehicle. There are more than 2,000 nationwide Guaranteed Repair Network facilities to choose from.
Liberty Mutual new or better car replacement
With this coverage add-on, Liberty Mutual will replace your totaled vehicle with a car one model year newer with less than 15,000 miles. In order to qualify, your vehicle needs to be less than one year old and have less than 15,000 miles on its odometer.
Rental car reimbursement through Liberty Mutual
If your vehicle is damaged in a covered accident, this coverage will reimburse you for the cost of your rental. Coverage limits vary by state.
Liberty Mutual roadside assistance
Policyholders worried about being stranded on the side of the road, consider this coverage. Liberty Mutual’s roadside assistance covers:
- Flat tires
- Dead batteries
- No gas
Auto loan/lease gap
This prevents policyholders from owing more than a vehicle is worth after a total loss. It covers the difference between Liberty Mutual’s valuation of your vehicle versus its loan or financed value, and can also be known as gap insurance.
Original parts replacement
This coverage will replace your vehicle with original manufactured parts after a claim.
Coverage for teachers
An optional coverage designed for teachers and educators, this provides extra protection for your vehicle and teaching materials from perils like vandalism and theft.
Liberty Mutual Mexico car insurance coverage
Liberty Mutual offers coverage in Mexico if you'll be traveling across the border.
Liberty Mutual and Turo
Liberty Mutual provides car insurance to those participating in the car-sharing company Turo. Turo is a peer-to-peer car-sharing company that offers an alternative to traditional car rental companies. Individuals can place their own vehicles up for rent, which makes for a tricky situation when it comes to insurance. Liberty Mutual provides three coverage options to individuals that cover the commercial aspects of renting a private vehicle. Learn more about Turo.
Liberty Mutual auto insurance discounts
Below are discounts policyholders may receive with a Liberty Mutual car insurance policy. These can add up to help lower your monthly insurance premiums.
Discounts based on the driver or vehicle
- Accident-free: Liberty Mutual rewards good drivers with accident-free driving records with a discount.
- Violation-free: If your driving record is free of tickets, citations, and other violations, you could be eligible for some savings.
- Alternative energy: Drivers of environmentally friendly vehicles, like hybrids and electric cars, can earn a discount from Liberty Mutual.
- Anti-theft device: Get this discount if your vehicle is equipped with an anti-theft device.
- Advanced safety features: Get a discount if your vehicle has anti-lock brakes, electronic stability control, or adaptive headlights.
- Early shopper: If you get a Liberty Mutual quote before your current policy expires, you can earn a discount when you finalize the policy.
- Military: Liberty Mutual honors those who have served with insurance discounts. If you’re a retired, active, or reserved US Armed Forces member, look for a military discount from Liberty Mutual.
- Homeowner: Being a homeowner can result in some savings for your policy.
- Good student: Students who keep up good grades with a GPA of 3.0 or better can earn a good student discount.
- Student away at school: Students who live outside of your primary residence (while they're usually away at college) and drive your vehicle only occasionally may qualify for this discount.
Liberty Mutual telematics programs
The company offers two options for drivers interested in telematics or usage-based insurance options
Liberty Mutual RightTrack
RightTrack uses your driving habits to determine your premium. By avoiding late-night driving, hard braking and rapid accelerations, you can earn as much as 30% off your rate.
Liberty Mutual ByMile
Liberty Mutual's program for low-mileage drivers works in a similar fashion to its RightTrack telematics program. Drivers are given a mileage-tracking device that is plugged into their car's OBD-II port. An app is available to help drivers track their mileage and potentially see savings through customized rates.
Discounts based on your policy
- Bundling/multi-policy: Save yourself the hassle and enjoy one of the most popular insurance discounts by bundling more than one Liberty Mutual policy. Home and car insurance is a common combination.
- Multi-car: If you own multiple vehicles, Liberty Mutual offers a discount for insuring all of them on one policy.
- Payment by bank: Link your bank account and enroll in automatic payments to receive this discount.
- Pay-in-full: Pay for your policy in one or two payments to see some savings.
- Online purchase: Those who buy a policy on the Liberty Mutual website can be eligible for a discount.
- Paperless: Policyholders who opt for online account management in lieu of traditional paper bills can get a small discount.
Get the protection you need at the best price.
How much does Liberty Mutual car insurance cost?
Using our methodology, we compared average rates from Liberty Mutual and how the insurer compares to other companies and the national average.
Liberty Mutual bundling options
Bundling a policy with another is one of the best ways to save some money on insurance — and deal with just one invoice. Liberty Mutual offers a wide variety of insurance products that can be bundled with car insurance.
Additional insurance products offered by Liberty Mutual
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Liberty Mutual home insurance review
Liberty Mutual has the fourth-largest market share in homeowners insurance. However, our assessment of its home insurance rates revealed that this company is second-most expensive when pitted against other popular home insurance providers. Despite its higher-than-average prices, the variety of coverage options for homeowners may not be the most comprehensive, especially if you're looking for extra perks and benefits. However, the cost could be offset by the company's numerous discount opportunities.
Liberty Mutual's ratings for claims and customer satisfaction were less than ideal, as detailed below by reputable third parties in the industry. However, in The Zebra's survey of Liberty Mutual homeowners insurance, consumers were generally pleased with the company's claims satisfaction — for which it came in fourth place out of the 15 companies surveyed.
Policyholders who expect good customer service — especially in the event of a claim — should proceed with caution and consider alternatives if the cost for their desired level of coverage is better elsewhere.
In The Zebra's consumer survey of the top 15 providers of home insurance, Liberty Mutual came in eighth place overall.
- The Zebra Customer Satisfaction Survey — 4.3/5: Liberty Mutual earned a 4.3 out of 5 in The Zebra's survey of customer satisfaction.
- Claims satisfaction (J.D. Power Rating) — Below average: In J.D. Power's most recent property claims satisfaction report, Liberty Mutual came in just shy of the industry average.
- Customer satisfaction (J.D. Power Rating) — Below average: Liberty Mutual was rated below the industry average in J.D. Power's customer satisfaction study.
- Financial strength — Good: Measured by AM Best, Liberty Mutual's financial outlook has an "A" rating.
- NAIC Rating — Good: Fewer complaints were logged by the NAIC regarding Liberty Mutual's home insurance, putting the company just below the national complaint index.
Where is Liberty Mutual home insurance available?
Liberty Mutual homeowners insurance is available in 40 states and Washington, D.C.
Liberty Mutual homeowners coverage options
All of the standard coverages for home insurance are offered by Liberty Mutual, like protection for your dwelling, personal property, personal liability, additional living expenses and more. Some optional coverages — detailed below — can be added to a homeowners policy. Learn more about endorsements in homeowners insurance.
Replacement cost for personal property
Losses to personal belongings are usually covered on an actual cash value basis. This means that if your TV were stolen, your insurance company wouldn't pay the full amount required for a new one; unless you upgrade your coverage to replacement cost, the insurer will lower your compensation by deducting for the item's depreciation.
Designed specifically for hurricane damage, Liberty Mutual offers protection for your property in the event of a hurricane. Depending on your state, this coverage may require a separate hurricane deductible.
If you adjust your coverage limits to keep up with inflation when it comes time to renew your policy, Liberty Mutual offers a discount on your premium.
Liberty Mutual discounts on home insurance
The variety of discounts on offer from Liberty Mutual is competitive with other home insurance providers. Most of these discounts can be found elsewhere and may vary from state to state and policy to policy.
Discounts based on the homeowner or property
- Claims-free: This common discount is awarded to homeowners who have not filed a claim within the past five years.
- Early shopper: Get a homeowners quote and finalize your Liberty Mutual policy before your current policy expires to secure this discount.
- Safe homeowner: Save on your premium by being claims-free to three years as a Liberty Mutual customer.
- Newly purchased home: Just bought a home? Liberty Mutual offers some savings for new homeowners.
- New/renovated home: If your property is new or recently renovated, make sure to inquire about this discount.
- New roof: A good roof is critical in the eyes of insurance companies. Installing a brand new roof will put your insurer at ease and result in some savings.
Discounts based on your policy
- Multi-policy/bundling: Need more than one type of policy? Considering bundling home insurance with another policy from Liberty Mutual to get a multi-policy discount.
- Insured to value: If your coverage limit covers 100% of your home's replacement cost, you could be eligible for this discount.
- Preferred payment: Get this discount by linking your bank account and enrolling in automatic payments.
- Paperless: Choose paperless billing to qualify for some savings.
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How much does Liberty Mutual home insurance cost?
See our rate analysis below of how Liberty Mutual's average rates compare with competing companies.
How to cancel a Liberty Mutual insurance policy
Cancellations must be completed by calling Liberty Mutual's customer service line at 1-800-290-8711. Depending on your state, you could face cancellation fees or be eligible for a refund. See more details from Liberty Mutual here.
Can I cancel my Liberty Mutual policy online?
Liberty Mutual doesn't allow online policy cancellations at this time — it must be requested by calling 1-800-290-8711 and speaking to a representative.
Liberty Mutual online features and app
Like many insurance companies that are nationally recognized, Liberty Mutual's website can generate quotes for home, auto, and other lines of insurance, and lets customers tailor their coverage for their needs. More features of the site include:
- Quotes for bundling auto insurance with home, condo, or renters
- File and manage claims
- Account management: bill pay, view policy documents, acquire proof of insurance cards
- Finding local agents
Liberty Mutual's mobile app (available for Apple and Android) provides much of the same functionalities as the website, letting policyholders manage billing, file claims, and carry digital insurance ID cards.
Key customer satisfaction survey findings — Liberty Mutual
The Zebra conducted a survey with the intention of understanding carriers from a customer's perspective. We asked how each major carrier held up in online experience, claims satisfaction, ease of use, customer service, trustworthiness and willingness to recommend.
Overall survey takeaways
Liberty Mutual's car insurance finished in 14th place out of the 15 insurance companies surveyed. In every category — particularly in trustworthiness and willingness to recommend — the company was among the lowest-ranked. Online experience was the category it fared best in, but it was still outranked by nine other insurers.
Coming in eighth place, Liberty Mutual's home insurance was viewed more favorably than its auto insurance. It came in fourth place for claims satisfaction and online experience, but its rank for trustworthiness was mediocre.
Findings are based on an online quantitative survey of 4,134 current U.S. auto and home insurance customers, with Census-balanced sampling by age, gender and region. Categories with n=<20 responses are considered insufficient sample size and are not reported. This survey was developed by The Zebra and executed by independent research firm Maru/Blue in 2021.
- Men rated Liberty Mutual's home insurance marginally better than did women, particularly in ease of use
- Married people, Boomers and Gen X rated Liberty Mutual car insurance more favorably than single drivers, Millennials and Gen Z
- Older respondents (age 50+) had a more flattering view of the company's auto insurance than drivers aged 40 and under
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Learn more about Liberty Mutual at libertymutual.com.
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About The Zebra
The Zebra is not an insurance company. We publish data-backed, expert-reviewed resources to help consumers make more informed insurance decisions.
- The Zebra’s insurance content is written and reviewed for accuracy by licensed insurance agents.
- The Zebra’s insurance content is not subject to review or alteration by insurance companies or partners.
- The Zebra’s editorial team operates independently of the company’s partnerships and commercialization interests, publishing unbiased information for consumer benefit.
- The auto insurance rates published on The Zebra’s pages are based on a comprehensive analysis of car insurance pricing data, evaluating more than 83 million insurance rates from across the United States.