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Liberty Mutual Insurance Review & Complaints: Property & Casualty Insurance

In this Liberty Mutual Insurance review we break down insurance costs by state. In some states, Liberty Mutual can be as low as 58 percent below average. But the most expensive states are Minnesota, North Dakota, and Delaware at 200 percent above average.

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Eric Stauffer is a former insurance agent and banker turned consumer advocate. His priority is to help educate individuals and families about the different types of insurance they need, and assist them in finding the best...

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UPDATED: Sep 22, 2020

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Liberty Mutual OverviewDetails
Year Founded1912
Current ExecutivesDavid H. Long - Chairman, President, and CEO
Number of Employees50,000
Total Assets (2017)$142,502 million
HQ Address175 Berkeley Street
Boston, MA 02116
Phone Number1-800-290-8206
Company Websitehttps://www.libertymutual.com
Premiums Written (Auto, 2017)$11,585,976
Loss Ratio67.16%
Best ForDrivers with good credit, those that prefer a large, financially stable company
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In business for more than 100 years, Liberty Mutual is among the largest property & casualty insurance companies in the United States.

With the Statue of Liberty as their symbol and logo, Liberty Mutual positions itself as an all-American multi-line insurer that can help you with all of your insurance needs. Despite the American symbol, the company has global operations with dozens of subsidiaries.

Liberty Mutual employs more than 50,000 people, sits at number 68 on the Fortune 500 list, and was the sixth largest auto insurance company in the nation for 2017. But are they a good choice for you?

There are a lot of insurance companies out there, and they all make big promises. There is a lot of information to dig through when it comes to choosing a company to protect you on the road.

These two things combine to make researching insurance companies a long, time-consuming process. It would be a lot easier to read concise information from a trusted, unbiased source, right?

You’re in the right place. We’ve gathered everything you need to know about Liberty Mutual Insurance and simplified it so you can decide if they’re a good fit for your needs.

Keep reading for details on Liberty Mutual’s ratings and customer complaints, the coverage they offer, and a look at what their policies cost.

Liberty Mutual Ratings

You have probably heard of AM Best, J.D. Power, and the other names on the list below. But what do they rate companies for and what do their ratings mean?

Take a look at Liberty Mutual’s ratings from the top consumer and financial reporting agencies, and then we’ll go over what they mean to you.

Ratings AgencyRating
A.M. BestA
Better Business BureauA-
Moody'sA2
S&PA
NAIC Complaint Index6.27
JD PowerClaims Satisfaction 2/5
Shopping Study 3/5
Consumer Reports88
Consumer Affairs2 stars/328 reviews
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First up is the AM Best rating of A, or excellent. This rating is for financial stability, which is important since it’s a measure of a company’s ability to pay claims and stay solvent. Liberty Mutual scores very well on this front.

The Better Business Bureau gives companies a rating based on a combination of factors that include customer complaint volume, resolution of complaints, government or court actions against the company, and years in business.

Liberty Mutual’s grade is a little lower than the top ranking of A due to two recent government actions against the company.

The government actions were in San Diego, completed in 2016 and in Massachusetts, completed in 2018. In both cases, Liberty Mutual was ordered to pay a settlement.

The next two, Moody’s and Standard and Poor’s (S&P) are both financial ratings and creditworthiness ratings. Liberty Mutual performs well on both.

The National Association of Insurance Commissioners (NAIC) collects complaints data for companies across the country. Liberty Mutual’s complaint ratio of 5.43 is well above the national median, which is 1.16. That means Liberty Mutual has had more complaints compared to their market share than the average.

J.D. Power might be the most recognizable name on these ratings, as they’re well known for their consumer surveys and for handing out awards to companies that top the list.

Unfortunately, Liberty Mutual doesn’t come close to winning any awards.  Of the two national surveys, they earned a below average ranking of 2/5 for claims satisfaction and an average rating of 3/5 for insurance shopping.

J.D. Power also performs regional surveys of overall satisfaction with car insurance companies, and those ratings can vary quite a bit.

Next, we have the Consumer Reports score for Liberty Mutual, which is an 88 out of 100. That’s considered “Very Good”, and is on par with competitors like Nationwide and Allstate, both of which also scored an 88.

And finally, Consumer Affairs, which is a consumer complaint website. In the past year there were 328 reviews of Liberty Mutual auto insurance. The overall rating is a two out of five, with 89 five-star ratings and 141 one-star ratings.

Overall, Liberty Mutual scores very well on financial ratings but underperforms on most of the consumer satisfaction ratings. There is definitely some room for improvement.

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Company History

Liberty Mutual was founded in 1912 as a worker’s compensation insurance company under the name Massachusetts Employees Insurance Association. In 1914 they started writing auto insurance and took on the name Liberty Mutual in 1917.

Over the following decades, Liberty Mutual expanded beyond Massachusetts and acquired a number of other companies, including Safeco in 2008. They operate in 20 different countries in addition to the United States.

Liberty Mutual continues to operate as a mutual company to this day, which means it is owned by the policyholders rather than by shareholders.

In addition to car insurance, Liberty Mutual writes a variety of specialty vehicle coverage including motorcycles, home insurance, life insurance, business coverage, umbrella insurance, and more.

Market Share

In 2015, Liberty Mutual had a market share of 4.97 percent of the total private passenger auto insurance business in the United States.

In 2016, that share climbed to 5.01 percent, and then stayed steady in 2017. That ranks Liberty Mutual at number six nationwide for market share. While they saw no growth between 2016 and 2017, they didn’t lose any ground either.

Sales Approach

Liberty Mutual sells its policies through local agents as well as online and over the phone.

Agents that sell Liberty Mutual products are independent rather than captive, which means they can sell products from multiple different companies.

Unlike companies like Allstate or State Farm, Liberty Mutual’s agents don’t work solely for one company. Another difference is that Liberty Mutual sells insurance directly to those that prefer not to work with an agent.

That means you have the choice – buy your insurance through an independent local agent, or buy direct either online or from a sales representative over the phone.

Liberty Mutual Commercials

Liberty Mutual isn’t known for a memorable catchphrase or a famous mascot – although they did recently introduce their “Limu Emu” in new ad campaigns – but they do have a common theme and a very recognizable landmark.

They’ve been using the backdrop of the Statue of Liberty for several years in their television ads, a tie-in with their name and logo, and have both simple commercials that feature people talking about how much money they saved and funny commercials as well. This follows a general trend in car insurance advertising towards humor.

The main focus of their marketing is on the “Only Pay For What You Need” angle, which advertises Liberty Mutual’s policies as customizable to the specific needs of each driver. We’ll take a closer look at the coverage options they offer later to see just how personal the options really are.

Community Service

Liberty Mutual gives back through both corporate initiatives and employee giving, as well as volunteer hours. The company boasts a total of $52 million in total corporate and employee giving.

The Liberty Mutual Foundation was created in 2003 and provides grants in three main areas: accessibility programs for the disabled, enrichment and education programs for families living in poverty, and homelessness programs.

The Liberty Torchbearers program is designed to help employees give back, providing volunteer opportunities and also matching 50 percent of all employee donations to nonprofits. The Serve With Liberty program takes place in the first two weeks of May and sees about half of the company’s employees engage in community assistance efforts.

The Safeco Insurance Fund, named for Liberty Mutual’s major subsidiary, also provides grants in the same three main areas of focus as the Liberty Mutual Foundation.

Liberty Mutual Into The Future

Liberty Mutual is hanging on to a pretty solid position in terms of market share and has the best of both worlds approach to sales with agents and direct buy options.

Their financials are solid and there’s no reason to think this company will have any difficulty in the future.

Employee Demographics

According to Payscale, Liberty Mutual’s median employee age is 34, with an average tenure of 3.8 years at the company. 72 percent of employees report high job satisfaction. The company ranks at an overall 3.4 out of five for employee satisfaction, which is the same as top-two insurers Geico and State Farm.

More than 4,000 reviews from employees on Glassdoor add up to an overall rating of 3.3 out of five, similar to the Payscale rating. 52 percent of the reviewers would recommend working at Liberty Mutual to a friend.

According to Great Places to Work, 77 percent of employees surveyed reported high job satisfaction. The employee age group research shows that 15 percent of employees have been with the company for more than 20 years.

Awards and Accolades

Liberty Mutual has earned a number of awards and made many “best of” lists, too.

For 2018 the Human Rights Campaign awarded Liberty Mutual their 100 percent Corporate Equality Index designation for LGBTQ equality in the workplace.

Forbes named Liberty Mutual to their 2018 lists of Best Place to Work for New Grads as well as Best Places to Work for Women. They also counted Liberty Mutual about the Best Large Companies and Best Employers for Diversity.

Fortune and Great Places to Work also put Liberty Mutual on their Best for Diversity list in 2017.

Among their other accolades is the title of 2018 Digital Workplace of the Year, and J.D. Power’s Commercial Agent Satisfaction Award.

Cheap Car Insurance Rates at Liberty Mutual

Let’s start this section by stating that Liberty Mutual doesn’t advertise itself as a low-cost insurance company exactly. While some of their advertisements have focused on saving money, for the most part, the company isn’t positioned as a budget insurer.

Insurance rates vary based on a lot of factors, which means Liberty Mutual may be a good value for one driver and incredibly expensive for another.

In the next section, we’ll compare Liberty Mutual to other companies, look at average rates by state, and see how various factors affect the company’s premiums.

Liberty Mutual Rates By State

Here’s a look at how Liberty Mutual stacks up in all the states. Liberty Mutual’s rates come in lower than average in only seven.

StateAverage by StateAnnual Premium (Liberty Mutual)Higher/LowerHigher/Lower %
Alaska$3,421.51$5,295.55$1,874.0454.77%
Alabama$3,566.96$4,005.48$438.5212.29%
Arkansas$4,124.98Data Not AvailableData Not AvailableData Not Available
Arizona$3,770.97Data Not AvailableData Not AvailableData Not Available
California$3,688.93$3,034.42($654.51)-17.74%
Colorado$3,876.39$2,797.74($1,078.65)-27.83%
Connecticut$4,618.92$7,282.87$2,663.9557.67%
District of Columbia$4,439.24Data Not AvailableData Not AvailableData Not Available
Delaware$5,986.32$18,360.02$12,373.69206.70%
Florida$4,680.46$5,368.15$687.6914.69%
Georgia$4,966.83$10,053.44$5,086.61102.41%
Hawaii$2,555.64$3,189.55$633.9124.80%
Iowa$2,981.28$4,415.28$1,434.0048.10%
Idaho$2,979.09$2,301.51($677.58)-22.74%
Illinois$3,305.48$2,277.65($1,027.83)-31.09%
Indiana$3,414.97$5,781.35$2,366.3869.29%
Kansas$3,279.62$4,784.42$1,504.8045.88%
Kentucky$5,195.40$5,930.97$735.5714.16%
Louisiana$5,711.34Data Not AvailableData Not AvailableData Not Available
Maine$2,953.28$4,331.39$1,378.1246.66%
Maryland$4,582.70$9,297.55$4,714.85102.88%
Massachusetts$2,678.85$4,339.35$1,660.5061.99%
Michigan$10,498.64$20,000.04$9,501.4090.50%
Minnesota$4,403.25$13,563.61$9,160.36208.04%
Missouri$3,328.93$4,518.67$1,189.7435.74%
Mississippi$3,664.57$4,455.94$791.3721.60%
Montana$3,220.84$1,326.11($1,894.73)-58.83%
North Carolina$3,393.11$2,182.71($1,210.40)-35.67%
North Dakota$4,165.84$12,852.83$8,686.99208.53%
Nebraska$3,283.68$6,241.52$2,957.8490.08%
New Hampshire$3,151.77$8,444.41$5,292.64167.93%
New Jersey$5,515.21$6,766.62$1,251.4022.69%
New Mexico$3,463.64Data Not AvailableData Not AvailableData Not Available
Nevada$4,861.70$6,201.55$1,339.8527.56%
New York$4,289.88$6,540.73$2,250.8552.47%
Ohio$2,709.71$4,429.74$1,720.0363.48%
Oklahoma$4,142.33$6,874.62$2,732.3065.96%
Oregon$3,467.77$4,334.55$866.7825.00%
Pennsylvania$4,034.50$6,055.20$2,020.7050.09%
Rhode Island$5,003.36$6,184.12$1,180.7623.60%
South Carolina$3,781.14Data Not AvailableData Not AvailableData Not Available
South Dakota$3,982.27$7,515.99$3,533.7288.74%
Tennessee$3,660.89$6,206.69$2,545.8069.54%
Texas$4,043.28Data Not AvailableData Not AvailableData Not Available
Utah$3,611.89$4,327.76$715.8719.82%
Virginia$2,357.87Data Not AvailableData Not AvailableData Not Available
Vermont$3,234.13$3,621.08$386.9511.96%
Washington$3,059.32$3,994.73$935.4130.58%
West Virginia$2,595.36$2,924.39$329.0312.68%
Wisconsin$3,606.06$6,758.85$3,152.7987.43%
Wyoming$3,200.08$1,989.36($1,210.72)-37.83%
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When Liberty Mutual does come in below average, they really make a show of it. In Montana, they have their cheapest rates at an impressive 58 percent below average.

The most expensive states to choose Liberty Mutual for your car insurance are Minnesota, North Dakota, and Delaware, with rates more than 200 percent above average in all three states.

Liberty Mutual Average Rates Compared to Top 10 Companies

Liberty Mutual ranks among the top ten companies for car insurance in the nation. Here’s a look at how their average rates compare to the other nine companies in that list.

StateAverage Annual PremiumsAllstateAmerican FamilyFarmersGeicoLiberty MutualNationwideProgressiveState FarmTravelersUSAA
Alaska$3,421.51$3,145.31$4,153.07Data Not Available$2,879.96$5,295.55Data Not Available$3,062.85$2,228.12Data Not Available$2,454.21
Alabama$3,566.96$3,311.52Data Not Available$4,185.80$2,866.60$4,005.48$2,662.66$4,450.52$4,798.15$3,697.80$2,124.09
Arkansas$4,124.98$5,150.03Data Not Available$4,257.87$3,484.63Data Not Available$3,861.79$5,312.09$2,789.03$5,973.33$2,171.06
Arizona$3,770.97$4,904.10Data Not Available$5,000.08$2,264.71Data Not Available$3,496.08$3,577.50$4,756.25$3,084.74$3,084.29
California$3,688.93$4,532.96Data Not Available$4,998.78$2,885.65$3,034.42$4,653.19$2,849.67$4,202.28$3,349.54$2,693.87
Colorado$3,876.39$5,537.17$3,733.02$5,290.24$3,091.69$2,797.74$3,739.47$4,231.92$3,270.77Data Not Available$3,338.87
Connecticut$4,618.92$5,831.60Data Not AvailableData Not Available$3,073.66$7,282.87$3,672.34$4,920.35$2,976.24$6,004.29$3,190.00
District of Columbia$4,439.24$6,468.92Data Not AvailableData Not Available$3,692.81Data Not Available$4,848.98$4,970.26$4,074.05Data Not Available$2,580.44
Delaware$5,986.32$6,316.06Data Not AvailableData Not Available$3,727.29$18,360.02$4,330.21$4,181.83$4,466.85$4,182.36$2,325.98
Florida$4,680.46$7,440.46Data Not AvailableData Not Available$3,783.63$5,368.15$4,339.60$5,583.30$3,397.67Data Not Available$2,850.41
Georgia$4,966.83$4,210.70Data Not AvailableData Not Available$2,977.20$10,053.44$6,484.90$4,499.22$3,384.88Data Not Available$3,157.46
Hawaii$2,555.64$2,173.49Data Not Available$4,763.82$3,358.86$3,189.55$2,551.83$2,177.93$1,040.28Data Not Available$1,189.35
Iowa$2,981.28$2,965.86$3,021.81$2,435.72$2,296.16$4,415.28$2,735.44$2,395.50$2,224.51$5,429.38$1,852.57
Idaho$2,979.09$4,088.76$3,728.79$3,168.28$2,770.68$2,301.51$3,032.19Data Not Available$1,867.96$3,226.29$1,877.61
Illinois$3,305.48$5,204.41$3,815.31$4,605.20$2,779.16$2,277.65$2,711.81$3,536.65$2,344.88$2,499.76$2,770.21
Indiana$3,414.97$3,978.81$3,679.68$3,437.55$2,261.07$5,781.35Data Not Available$3,898.00$2,408.94$3,393.75$1,630.86
Kansas$3,279.62$4,010.23$2,146.40$3,703.77$3,220.65$4,784.42$2,475.59$4,144.38$2,720.00$4,341.43$2,382.61
Kentucky$5,195.40$7,143.92Data Not AvailableData Not Available$4,633.59$5,930.97$5,503.23$5,547.63$3,354.32$6,551.68$2,897.89
Louisiana$5,711.34$5,998.79Data Not AvailableData Not Available$6,154.60Data Not AvailableData Not Available$7,471.10$4,579.12Data Not Available$4,353.12
Maine$2,953.28$3,675.59Data Not Available$2,770.15$2,823.05$4,331.39Data Not Available$3,643.59$2,198.68$2,252.97$1,930.79
Maryland$4,582.70$5,233.17Data Not AvailableData Not Available$3,832.63$9,297.55$2,915.69$4,094.86$3,960.87Data Not Available$2,744.14
Massachusetts$2,678.85$2,708.53Data Not AvailableData Not Available$1,510.17$4,339.35Data Not Available$3,835.11$1,361.86$3,537.94$1,458.99
Michigan$10,498.64$22,902.59Data Not Available$8,503.60$6,430.11$20,000.04$6,327.38$5,364.55$12,565.52$8,773.97$3,620.00
Minnesota$4,403.25$4,532.01$3,521.29$3,137.45$3,498.54$13,563.61$2,926.49Data Not Available$2,066.99Data Not Available$2,861.60
Missouri$3,328.93$4,096.15$3,286.90$4,312.19$2,885.33$4,518.67$2,265.35$3,419.14$2,692.91Data Not Available$2,525.78
Mississippi$3,664.57$4,942.11Data Not AvailableData Not Available$4,087.21$4,455.94$2,756.53$4,308.85$2,980.48$3,729.32$2,056.13
Montana$3,220.84$4,672.10Data Not Available$3,907.55$3,602.35$1,326.11$3,478.26$4,330.76$2,417.74Data Not Available$2,031.89
North Carolina$3,393.11$7,190.43Data Not AvailableData Not Available$2,936.69$2,182.71$2,848.03$2,382.61$3,078.65$3,132.66Data Not Available
North Dakota$4,165.84$4,669.31$3,812.40$3,092.49$2,668.24$12,852.83$2,560.35$3,623.06$2,560.53Data Not Available$2,006.80
Nebraska$3,283.68$3,198.83$2,215.13$3,997.29$3,837.49$6,241.52$2,603.94$3,758.01$2,438.71Data Not Available$2,330.78
New Hampshire$3,151.77$2,725.01Data Not AvailableData Not Available$1,615.02$8,444.41$2,491.10$2,694.45$2,185.46Data Not Available$1,906.96
New Jersey$5,515.21$5,713.58Data Not Available$7,617.00$2,754.94$6,766.62Data Not Available$3,972.72$7,527.16$4,254.49Data Not Available
New Mexico$3,463.64$4,200.65Data Not Available$4,315.53$4,458.30Data Not Available$3,514.38$3,119.18$2,340.66Data Not Available$2,296.77
Nevada$4,861.70$5,371.62$5,441.18$5,595.56$3,662.09$6,201.55$3,477.14$4,062.57$5,796.34$5,360.41$3,069.07
New York$4,289.88$4,740.97Data Not AvailableData Not Available$2,428.24$6,540.73$4,012.93$3,771.15$4,484.58$4,578.79$3,761.69
Ohio$2,709.71$3,197.22$1,515.17$3,423.01$1,867.19$4,429.74$3,300.89$3,436.96$2,507.88$3,135.16$1,478.46
Oklahoma$4,142.33$3,718.62Data Not Available$4,142.40$3,437.34$6,874.62Data Not Available$4,832.35$2,816.80Data Not Available$3,174.15
Oregon$3,467.77$4,765.95$3,527.28$3,753.52$3,220.12$4,334.55$3,176.83$3,629.13$2,731.48$2,892.19$2,587.15
Pennsylvania$4,034.50$3,984.12Data Not AvailableData Not Available$2,605.22$6,055.20$2,800.37$4,451.00$2,744.23$7,842.47$1,793.37
Rhode Island$5,003.36$4,959.45Data Not AvailableData Not Available$5,602.63$6,184.12$4,409.63$5,231.09$2,406.51$6,909.45$4,323.98
South Carolina$3,781.14$3,903.43Data Not Available$4,691.85$3,178.01Data Not Available$3,625.49$4,573.08$3,071.34Data Not Available$3,424.77
South Dakota$3,982.27$4,723.72$4,047.47$3,768.80$2,940.29$7,515.99$2,737.66$3,752.81$2,306.23Data Not AvailableData Not Available
Tennessee$3,660.89$4,828.85Data Not Available$3,430.07$3,283.42$6,206.69$3,424.96$3,656.91$2,639.30$2,738.52$2,739.28
Texas$4,043.28$5,485.44$4,848.72Data Not Available$3,263.28Data Not Available$3,867.55$4,664.69$2,879.94Data Not Available$2,487.89
Utah$3,611.89$3,566.42$3,698.77$3,907.99$2,965.57$4,327.76$2,986.57$3,830.10$4,645.83Data Not Available$2,491.10
Virginia$2,357.87$3,386.80Data Not AvailableData Not Available$2,061.53Data Not Available$2,073.00$2,498.58$2,268.95Data Not Available$1,858.38
Vermont$3,234.13$3,190.38Data Not AvailableData Not Available$2,195.71$3,621.08$2,128.21$5,217.14$4,382.84Data Not Available$1,903.55
Washington$3,059.32$3,540.52$3,713.02$2,962.00$2,568.65$3,994.73$2,129.84$3,209.52$2,499.78Data Not Available$2,262.16
West Virginia$2,595.36$3,820.68Data Not AvailableData Not Available$2,120.80$2,924.39Data Not AvailableData Not Available$2,126.32Data Not Available$1,984.62
Wisconsin$3,606.06$4,854.41$1,513.27$3,777.49$3,926.20$6,758.85$5,224.99$3,128.91$2,387.53Data Not Available$2,975.74
Wyoming$3,200.08$4,373.93Data Not Available$3,069.35$3,496.56$1,989.36$3,187.20$4,401.17$2,303.55Data Not Available$2,779.53
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The rates for each company vary a lot by state, with Liberty Mutual a good value compared to other companies in some places and not such a great deal in others.

Rates By Commute

Longer commutes are generally seen as resulting in higher insurance rates, although not all companies raise rates a whole lot based on commute length. As you can see below, there is a difference at Liberty Mutual, but it’s not a huge increase.

Commute TypeLiberty Mutual Average Rate
10-mile, 6,000 miles annually$5,995.27
25-mile, 12,000 miles annually$6,151.63
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Rates By Coverage Level

The main reason people choose to carry a lower level of coverage on their car insurance is the cost. Here’s a look at the average rates from Liberty Mutual for three levels of coverage.

Coverage LevelAverage Liberty Mutual Rate
Low$5,805.75
Medium$6,058.57
High$6,356.04
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Rates By Credit History

Credit is one of the factors insurance companies can use to calculate your rates. A driver will poor credit will usually pay the highest rate. At Liberty Mutual, the average rate doubles between good credit and poor credit, with fair credit falling right about in the middle.

Credit HistoryLiberty Mutual Average Rates
Poor$8,802.22
Fair$5,604.24
Good$4,388.18
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Rates By Driving Record

A clean driving record is always going to earn you the lowest rate, no matter which company carries your insurance. But each company weights things like a ticket or an accident differently.

Below are Liberty Mutual’s rates for several common situations. At Liberty Mutual, a DUI will cost you the most, while a speeding ticket carries the lowest rate increase.

Driving RecordLiberty Mutual Average Rate
Clean Record$4,774.30
1 Speeding Ticket$5,701.26
1 Accident$6,204.78
1 DUI$7,613.48
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Coverages Offered

Liberty Mutual writes full coverage auto insurance policies with a lot of options. They advertise their approach to insurance as being a “pay for only what you need” customized policy, but selecting from add-ons and endorsements is the norm at most insurance companies.

In this next section we’ll take a look at what Liberty Mutual offers for coverage and how, if at all, it differs from the other options out there.

Types of Coverage

Liberty Mutual’s auto policy starts with the basics – liability coverage to meet your state’s minimum requirements. Depending on your state, this will include some or all of the following:

  • Bodily Injury Liability
  • Property Damage Liability
  • Personal Injury Protection (PIP)
  • Medical Payments (MedPay)
  • Uninsured/Underinsured Motorist (UM/UIM) Bodily Injury
  • Uninsured/Underinsured Motorist Property Damage

Your liability package can include just what the state requires, or you can add on the options you want to provide extra protection. After choosing liability, Liberty Mutual allows you to choose from several other options that are designed to provide extended financial protection for your car and more. Here’s a list of the options.

  • Collision
  • Comprehensive
  • Towing and Labor
  • Rental Car Reimbursement
  • Loan/Lease Gap Protection
  • Original Parts Replacement
  • New Car Replacement
  • Better Car Replacement

Most of these are options we see from other insurance companies, although Better Car Replacement is unusual. This coverage replaces a totaled car with one that is one model year newer and has 15,000 fewer miles.

It differs from New Car Replacement, which only applies to cars under a year old and with less than 15,000 miles.

Overall, a Liberty Mutual policy is built in much the same way as most other insurance companies; you can pick and choose the coverage you need and leave off what you don’t.

Worth noting about Liberty Mutual’s coverage is that they guarantee your rate for 12 months.

While a six-month policy with possible rate changes at the time of renewal is standard at most companies, you won’t see rate increases for 12 months with Liberty Mutual.

Bundling

Liberty Mutual offers bundles for their auto and home insurance policies that will earn you a discount on both. The bundling doesn’t only apply to homeowners insurance, but also to renters and condo owners.

We found no indication that there are bundling discounts for any of the other types of insurance offered by Liberty Mutual.

Area of Operation

Liberty Mutual writes car insurance in all 50 states and the District of Columbia.

Additional Options

Liberty Mutual has some other options that can be added to your car insurance policy for extra benefits and savings. The availability and details can vary from state to state.

Accident Forgiveness was a big trend in car insurance a while back, and most major insurers offer it today. Liberty Mutual offers this coverage only to those that have been accident-free and have had no violations in the past five years.

This applies to current customers and new ones, as long as they meet the criteria. Accident Forgiveness isn’t available in California.

Liberty Mutual Deductible Fund is an unusual option that acts as something of a savings account for your deductible. Each year, you can contribute $30 to your fund, and the company will kick in another $70, for a total of $100.

The fund can continue to grow each year, and in the event of a claim where you are responsible for paying a deductible, the fund can be used to pay it either in full or up to the amount you have available.

So, if your deductible is $500 and you have contributed for five years, it will be paid in full. You’ll have put in $150, and Liberty Mutual will have paid the rest. Or, if you look at it from another angle, you will have put $150 in a savings account, and Liberty Mutual has reduced your deductible to that amount.

Lifetime Repair Guarantee is Liberty Mutual’s repair program that guarantees the work on your car for as long as you own it if you have the repairs done through one of their approved shops. This is included automatically with every policy.

Teacher’s Auto Insurance is a special program for teachers that provides additional coverage at no extra cost. the program adds vandalism coverage with a $0 deductible if the damage happens on school property, $2,000 in coverage for school-related personal property, and a $0 deductible for collisions when driving on school business.

RightTrack is Liberty Mutual’s usage-based program. It uses a small device that attaches to the car’s windshield and connects with a mobile app. The device records driving habits such as hard braking, rapid acceleration, and time of day driven.

After a 90-day monitoring period, a discount is calculated and applied to your policy. Liberty Mutual advertises a discount of up to 30 percent for the program.

Liberty Mutual also offers a Vehicle Service Plan, which is essentially an extended warranty for your car.

Discounts

As you can see from the table below, Liberty Mutual has a lot of available discounts – but they don’t provide much information in terms of how much you can actually save. There’s no amount listed for most of the discounts.

DiscountPercentage Off (up to)Details/Requirements
Advanced Safety FeaturesNot statedVehicles with anti-lock brakes, electronic stability control, adaptive headlights
Anti-theft DeviceNot statedVehicles equipped with qualifying anti-theft device
Alternative EnergyNot statedHybrid or electric vehicles
HomeownerNot statedOwn a home
Early Shopper Discount45%Sign before previous policy expires
MilitaryNot statedFor active, retired, or reserve members of the military
Good StudentNot statedMaintain a B average or better
Student AwayNot statedStudents away at school without a vehicle
Accident FreeNot statedNo accidents
Violation FreeNot statedNo violations on record
RightTrack30%Must install and use the RightTrack device for 90 days
Paperless PolicyNot statedSign up for online policy management
Full PayNot statedPay full term premium up front or in two payments
Preferred PaymentNot statedEnroll in automatic payments
Online Purchase12%Purchase your policy online
Auto and HomeNot statedHave both auto and home in force with Liberty Mutual
Multi-carNot statedInsure more than one car with Liberty Mutual
Group membership10%Members of one of 14,000 groups and alumni associations, as well as employees of affiliated companies
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Liberty Mutual is one of a handful of major insurance companies to offer a military discount and also stands out for their green car discount.

We didn’t see any discounts listed on the company website for 55-plus drivers or for defensive driving courses. It’s possible these are offered by not listed, but leaves us to wonder why they wouldn’t provide that information up front.

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How To Make a Claim

Before we look at the details of Liberty Mutual’s claims process, let’s take a moment to talk about how they’re doing in terms of losses. Below you’ll see a three-year comparison of Liberty Mutual’s premiums written and loss ratios.

Liberty Mutual Premiums and Loss Ratio201520162017
Direct Premiums Written$9,942,667$10,756,228$11,585,976
Loss Ratio61.75%67.35%67.16%
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A loss ratio tells us how much a company is paying out in claims compared to the amount of money they make on premiums. You don’t want to see that ratio too high, because it could mean financial trouble for the company.

A number over 100 percent means they are paying more than they take in, which could make it hard to pay claims in the future.

A number that’s too low, on the other hand, indicates a company that isn’t paying out claims at the rate that they should be.

Liberty Mutual’s loss ratio increased between 2015 and 2016, but then stayed steady into 2017. The industry total loss ratio for 2017 was 68.79 percent. That makes Liberty Mutual about average. That means they pay out on claims right about on par with the industry as a whole.

Filing a Claim

Liberty Mutual has several methods available for filing a claim.

  • Online, which appears to be the preferred method as the website puts it front and center and encourages it
  • Over the phone by calling 1-844-825-2467, 24/7
  • Using the mobile app for Android or iPhone

Liberty Mutual’s online claims filing system is for customers only – if you’ve been involved in an accident with a Liberty Mutual insured the website instructs you to contact your own insurance company rather than using their filing system.

You will need to log into a Liberty Mutual account on the website to file a claim with the exception of an auto glass claim. Glass-only claims are handled through a different system.

Liberty Mutual’s Claims Valet Service is available to all policyholders. After an accident, the valet service will get a rental car to you and take care of getting your car to the repair shop.

How To Get a Quote Online

Liberty Mutual allows customers to complete the entire process from quoting to buying a policy online.

From the main page of the website, you can select the type of quote you’d like to obtain, and they’ll also give you the option to get a bundling quote by adding a home policy to the quote as well. The first step is to enter your zip code.

Liberty Mutual Quote

On the next page, you will need to enter your full home address. That’s followed by your name, date of birth, and email address.

Liberty Mutual Quote

With this information, Liberty Mutual will search for vehicles associated with your name and address, and auto-fill the vehicle information in the next section. Select the vehicles from the list, or add new vehicles manually. You’ll then answer basic questions about the vehicle.

 

Liberty Mutual Quote

The next step covers the drivers, and you’ll answer some basic questions here as well. It’s at this step that the system will ask you for a phone number. It’s likely that this number will be used to follow up on the quote and attempt to sell you a policy, which might deter some insurance shoppers looking to avoid solicitation.

Liberty Mutual Quote

The next steps will ask a few more basic questions regarding previous insurance and then lead to the offer of signing up for the Right Track program. After that, the system will provide you with a quote. On the final quote page, you can adjust things like deductibles and coverage options to change your rate and protection level.

Liberty Mutual Quote

The quote system is easy and smooth and provides a lot of options to adjust the final price as well. It’s far from the most invasive quote system we have seen in terms of personal information requirements.

InformationRequired/Not Required
Driver's License NumberNot required
Social Security NumberNot required
Phone NumberRequired
Email AddressRequired
Vehicle Identification NumberNot required
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Liberty Mutual’s Website and App

Liberty Mutual has a well-organized website that provides easy access to information about products and services, quotes, claims information, and company information.

In addition to products and services, they have a section dedicated to helping people with common problems called Master This. It includes helpful information on basic car repair, choosing a mechanic, and a long list of other subjects.

The resource section of the site also includes calculators to help you determine what coverage you need and what limits you should consider.

Mobile devices are a major part of most people’s lives these days, and insurance companies are in a rush to take advantage of this technology. Not too long ago, a mobile app was an extra perk offered by a handful of companies but rarely used.

Now, it seems that a sleek mobile app is a necessity for any big-name company trying to keep up with the competition. Liberty Mutual is no different.

The Liberty Mutual mobile app does most everything its website can, plus a little bit more.
Liberty Mutual Mobile App Home

 Device Availability

The app is available on any Apple or Android device, including your iPhone, iPad and tablets supporting Androids platform.

User experience will be similar across devices.

AndroidDownload Here

iOSDownload Here

App Features

Some insurance apps are designed for a wide audience, marketed to anyone who might want to download them. Liberty Mutual is much more tightly focused on the needs of existing customers.

The app allows you to do most of the things you would do from the customer portal on the main website, including:

  • Paying your bill
  • Viewing your policy and ID cards
  • Updating your information
  • Swap to paperless billing
  • Check on the status of a claim
  • Report a new claim

There’s also a few mobile-only options that you may find useful:

  • Sign up to receive text message notifications about your claim status
  • GPS for mapping your location
  • Gather contact information and take damage photos after an accident
  • Locate nearby repair shops

As you can see, most of the app’s features are based around claims. These features are most useful in the event you are reporting a claim right from the scene of an accident since you’ll be able to record information, take photos and submit them timely.

Google Play / iTunes / Amazon Reviews

Google Play users give it a 3.6 review, which is pretty consistent with its results from other app stores.

There are a few bugs commonly reported with the app, the most frustrating of which being that it will often lose information, causing you to need to re-enter some things. If this bug hasn’t been dealt with, it’s a crippling flaw as no one who’s just been in an accident needs the added frustration of an app that doesn’t work.

Other users say that the app runs slowly or freezes intermittently at the load screen, often after several times of it working just fine.

These bug complaints were still being made as recently as November 2014, for the latest version (2.1.1.1), so they are likely still an issue for at least some users.
Liberty Mutual Mobile App Claims
Pros:

  • Easy access to your policy and proof of insurance
  • Ability to file a claim
  • Ability to collect all necessary claim information like location, contact info, photos etc.
  • Ability to pay your bill on mobile

     Cons:

  • App has reports of lag

Additional Apps

Liberty Mutual has gone a bit “app crazy,” offering seven apps in total. Aside from its primary mobile app, it also offers:

  • CarZen: A car-shopping app for the iPad, allowing you to research a new vehicle before buying one.
  • Training Zone: A sports-game app with skiing and soccer mini-games. You can share your results with Facebook friends and earn various coins and upgrades like you would with any other casual social game.
  • HomeGallery: A personal inventory app that allows you to keep track of all of your belongings in the event you need to file a homeowner’s claim.
  • FuelQ: An app that monitors your driving habits and provides fuel efficiency analysis and tips for reducing fuel costs.

These apps are available to anyone, not just Liberty Mutual customers, and they’re clearly meant to create some additional buzz or interactivity with the company. By and large, though, they don’t offer anything that you couldn’t get elsewhere.

It seems it would make more sense if the HomeGallery app were bundled with the regular mobile app to add some extra usefulness, or even if the mini-games from Training Zone were incorporated in the main app to get people to use it more often. Having so many separate apps to potentially take up space on your device just doesn’t make sense from a customer perspective.

Bottom Line

Comparably this Liberty Mutual app performs at least as well if not better than most other insurance applications we have reviewed. It provides useful functionality and added features not available on the website. In the event of an incident, the Liberty Mutual app seems as though it provides true value. Aside from their main insurance and claims app, the others seem gimmicky while providing no tangible benefit. Stick with the one Liberty Mutual app and you should be just fine.

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Pros and Cons

Now that we have gone over Liberty Mutual as a company, looked at rates and coverage, and examined discounts and claims, what’s the bottom line? Here’s a breakdown of the some of the main pros and cons of selecting Liberty Mutual for your car insurance.

ProsCons
Good list of discounts that are easy to qualify forAbove average pricing in most states, very expensive in some.
Choice of working with an agent or direct buyConsumer satisfaction ratings are not as high as competitors
Easy online quoting and buying processLimited bundling options
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Frequently Asked Questions (FAQ)

We have covered a lot of ground, but you may still have questions about Liberty Mutual. Below you will find some answers, and if it’s not covered here, check out Liberty Mutual’s own FAQ page.

Does Liberty Mutual offer rideshare insurance? No, however, Liberty Mutual will not cancel you if you drive for a rideshare company; they simply won’t cover the vehicle during the time that it’s being used for that purpose. They also require that you have more than one car on the policy, and not only the vehicle used for ridesharing.

Can using RightTrack increase my rates? No. Although some usage-based programs can result in increased premiums based on the data gathered, Liberty Mutual uses it only to calculate a discount.

How do I know if I qualify for a group membership discount? Liberty Mutual offers discounts of up to 10 percent to members of certain groups, employees of affiliated companies, and alumni associations. To find out if you qualify, you’ll need to speak with a sales representative, since there’s no list online.

For a list of companies that we recommend, visit our Best Insurance Companies page.

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Review Information

Summary
Review Date
Reviewed
Liberty Mutual
Author Rating
41star1star1star1stargray

About Eric Stauffer

Author: Eric StaufferI am a former insurance agent and banker turned consumer advocate. My priority is to help educate individuals and families about the different types of insurance they need, and assist them in finding the best place to get it.

25 Comments

  1. Liberty Mutual stiffed my family of four when our house flooded.

    We found a cleanup vendor and asked Liberty if they accepted the vendor.

    They said “sure,” they worked with them “all the time,” and that the vendor was “not a problem” …

    Until they got the bill, at which point they stiffed the vendor, which is now going after my family for the balance.

    All because Liberty decided it was better to save a buck and benefit their shareholders.

    The day they get shut down for the Ponzi scheme that they are, I will be jubilant and dancing in the streets.

    Until that day, I’ll probably be LIVING in the streets, along with my wife and children.

    Reply
  2. 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 any discounts that we could lose, and we certainly wouldn’t have signed up for this policy if we knew it would increase $1000 the following year. They also claim to have sent us an email warning of the increase, but we never received it, and we did check our junk mail. Now, Liberty Mutual refuses to give us our old price, so we’re leaving, and I’m posting this on as many sites as I can find to warn others. Liberty Mutual paints a picture of being an honest company, but this blatantly tells me otherwise.

    Reply
  3. 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 food for my family.

    We have been forced to eat out every night (it’s horrible after a week or so, especially in a small town). They were reimbursing us for our meals but when we turned in the last set of receipts, they told us they were closing our claim. No notice, no repairs were made, nothing. We are now stuck with a bill of 3-5000 for restaurant meals, a $30000 repair bill and still need to feed a family of 5. Thanks, Liberty Mutual for not living up to your policy. By the way, my policy does state that Liberty will pay for all extra expenses incurred due to the damage, including meals. They also tried to take depreciation into account on my floors even though the policy clearly states the damages will be fully repaired regardless of depreciation, it’s to be replaced at replacement cost, no depreciated cost. Worst insurance company ever. I had a similar experience with my auto insurance a few years ago with them. I switched that then, I should have switched my homeowners also.

    Reply
  4. So I have had Liberty Mutual as my insurance company for several years now.. In 2015, I was at a night event where my car was broken into and my laptop was stolen from the trunk, I contacted LM and ultimately, they gave me an excuse which pretty much left me to purchase a new mac out of pocket. I was upset, but apparently, their reasoning was justifiable according to the rep, now almost 4 yrs later, my new car was caught in a heavy rain overflow and deemed total loss. I am a DJ, so once again, I have my laptop and DJ equipment in the back seat of my car. I wasn’t aware there was severe rain until others told me my car is being soaked because of back up water in the parking lot.. N E ways. My car was deemed total which I still owe 3,000.00 to the bank due to Geico issues. OK no prob, but now, once again, LM is telling me that they do not cover damages in the car unless it is attached to the vehicle and unexpected rain is not something they covered so my claim was denied. SMH, unfortunately my wife deals with home insurance or I would so get rid of them. They are so quick to take your money or cancel your coverage for non payment, but as soon as they have to actually do what they preach/promote, it now becomes an issue for their client.. so now I have to come out of pocket to pay 2000.00 for a new laptop, again, plus 1900.00 for a new DDJ-SZ DJ equipment because the water caused it to not work anymore. Smh, what sucks, is there is nothing I can do about it but take the loss once again. Be careful who you guys choose as your Homeowner Insurance company.. Especially LIBERTY MUTUAL , they will do whatever necessary to not pay for personal loss. Currently shopping for a new insurance home. Advice is welcome thank you…

    Reply
  5. My mother made a claim through Liberty Mutual between the 14th and 22nd of July for a car accident in which they believe the car was totaled. She has yet to receive a word from the claims adjuster. I called Liberty Mutual and they gave me the name [Redacted] at [Redacted]. When I call that number, it goes to the voicemail of [Redacted] ( don’t know if the spelling is right). She has received a letter from Liberty Mutual saying not to buy a car. Well, they already did, and the lawyer I talked to said that didn’t matter because it had nothing to do with how they will handle the totaling or fixing of the car in the accident. My mom says she has been calling and NO ONE will respond to her about what is going on with her car. Unfortunately, the accident was in Georgia and she lives in Virginia. I am trying to help them since they are older and are having some surgical health issues. They are very overwhelmed and are not receiving the customer service they should be receiving. Like I said, the lady I spoke with at the Liberty Mutual number was in Washington state and was wonderful, but as for getting this claim taken care of their service sucks!

    Reply
  6. I just finished the Liberty Mutual Fast Track Program. During the 90 days we drove 796.3 miles. Up until two days before the program ended, I was showing a discount of 15%. I drove to a physician’s appointment on the day that showed the discount which is a distance of ninety miles round trip. The next day my discount had dropped to 9% and when the program ended I owed more money. Fast Track claims that I had nine hard brakings and six sudden accelerations. Supposedly, I accelerated at the rate of 8.25 miles per second on this trip which I don’t think happened. We had no night driving. According to what the person told me on the phone it sounds like you would have been better off to speed through a light rather than stop, or go ahead and hit the dog who ran in front of your car. From a mathematical standpoint when looking at the number of days in the program ((90) using their data I had an instance of 0.06% instance of Sudden acceleration and if I use the miles driven I had O.0075% instances per mile.
    Using the supposed 9 hard breaking events I would have 0.01% per day and 0.011% per mile. The people on the phone at Fast Track are not helpful and treat you like they are dictators and any dissent from the customer is ignored. Very unhappy long-term Liberty Mutual who will be looking for a different carrier. I have never had a claim and always pay my premium a year in advance. So much for all their advertising, the bottom line is that this company doesn’t care about having a good customer.

    Reply
  7. Liberty Mutual will do anything and everything to keep from paying a claim. I was involved in an accident with an insured driver who gave me his proof of insurance card, and after filing the claim, Liberty Mutual denied the claim pretending that they had no information on the person listed on the policy. If you are in an accident with a Liberty Mutual insured driver, don’t plan on getting anything from them. I had to use my insurance company (Progressive) that gladly helped me with the damages. I was rear-ended by the Liberty Mutual insured driver. Absolutely no question that it was the other driver’s fault.A terrible insurance company that just denies claims first.

    Reply
  8. I am not a customer with Liberty Mutual. I am a long time customer of one of the Big Three. I was considering the change based on the commercials often plastered on the TV and Internet. (Just goes to show you have you can dress up a pig) Well, I began an online quote with them earlier in the month of May. I didn’t finish the quote due to an issue with my battery on the laptop. Well, not surprisingly, I received multiple calls from an unknown number several times a day and several times a week but was unable to take calls due to work. I did finally listen to the message and it was Liberty Mutual calling of course. Well, this trend continued through the 1st week of June and today I decided to call them to see if they could beat my current carrier. When the representative answered, I was straight to the point instructing him of my previous quote online and then told him I would give him time to review the info to see if they were competitive. After verifying my information, he asked that I hold while he looks into it. He returns back within a few minutes and said that he was having trouble with his computer and that he was going to transfer me over to another agent that could assist me. He did so and the agent was clueless about the reason for my call. (BS Alert!!!) She then identified herself and the company she represented (which wasn’t LM). When I asked her to provide whether or not she and her company were Liberty Mutual, she said and I quote “we are partnered with them” end quote. I then reminded her of the question I had posed to her; I asked her “Are you and your company Liberty Mutual?” She then said “No”. I thanked her and ended the call.
    Now, I know for certain that this happens every day with many corporations but I don’t daily consider changing from long-term business relationships and today I did so, resulting in a huge dissatisfaction!

    I would not recommend any of my people to such a company but judging by the manner in which I was handled today, I don’t think they would appreciate any of my people.

    Reply
  9. I moved my car insurance to Liberty Mutual because of their low mileage program for people like me (low mileage and retired). I took the 3-month RightTrack 3 month GPS program to show my safe driving. Liberty Mutual gave me a 5% reduction for taking the program, plus I got another 22% premium reduction for a good score. I was given a premium of 343.00. When I got the next bill, Liberty Mutual raised my cost 100 dollars from the premium I earned from taking the safety program. It went from 343.00 to 443.00. Why take the safety program if I lose more money than if I did not take the program at all.
    I still have ultra-low mileage (1400 miles in the last year) and have had no accidents or tickets. I tried to offer a compromise price, but there was no movement on their side.

    Reply
  10. We have had LM for three years and this will be our last. We had our RV damaged during a storm. It took them two Weeks to send anyone. They sent an adjuster out TWICE. His report stated obvious storm damage. We waited another two weeks. After many emails and phone calls, they sent the same adjuster out. We waited. Apparently, our claims rep was on VACATION. I demanded to speak to someone higher up. Then, they said they denied our claim because the damage was from poor maintenance, not storm damage. Even though their rep agreed it was. Their response was, “He’s not an expert on RV’s. REALLY? We contacted an attorney who informed us to take it to a certified repair shop and get an estimate. We did that. Then LM wanted to know the repair shops “credentials”. After many months, they finally agreed. Now our premium went up $60 00 a month. I will warn everyone I can, LM is the WORST.

    Reply
  11. I have used liberty mutual for my home and auto insurance for several years. About 1-1/2 years ago I switched my auto-portion to another company because the cost was about 1/2 of what LM was willing to do. So in March of 2017, I made the 1st homeowners claim that I have ever made because of soot damage. Here it is February 22nd, 2018, and I am still fighting with them to cover the damages. During this process, they continue to place my ex-wife’s name on the paperwork. My ex-wife has no legal interest in the property and hasn’t for years, and this keeps causing delays. Also during this dreadful experience, the claims specialists have changed without notice 5 times so far, so each new person has to play catch up with what is going on, also causing more delays. The first delay at the beginning was they, LM, wanted contractor ([Redacted] in VT) who is well known and seasoned doing this work, to finance the project by doing all of the work up front before receiving and funds. What a joke LM is. My son and I were displaced from our home for several months because of all of the delays, and LM claims that they cover “reasonable” living expenses while displaced. That coverage turns out to be very vague. They finally cover 1 month out of the several months because that’s what the first claims specialist decided was reasonable. After complaining about this and telling them I wanted to appeal the decision, I was told that they did not have an appeal process, but I could call the state of VT and complain. After several email and phone calls with LM some of them being extremely hard to understand on the phone because they 92 of them) sound like they are drunk out of their minds I still have not yet been able to put this behind and get back to my normal life with a normal house the I pay insurance for. This Company is the biggest unprofessional joke I have ever dealt with!!!r

    Reply
    • 2 of them, not 92 of them*

      Reply
  12. After paying my premiums on time for 20 years, I had my first small claim, about $4K. Liberty Mutual doubled my yearly premium the next year, doubled! No loyalty, poor customer service, and I had to fight to get LM to even pay the $4K on a $7K bill. I would Never recommend LM to anyone, and I will never stay loyal to an insurance company, as that is truly a one-way street.

    Reply
  13. I had filed a claim with Liberty Mutual due to water damage caused by a clogged sump pump drain. They declined the claim and I received nothing from them. Useless insurance, absolutely useless. Now, I have to cover the cost of the damage out of pocket. This company covered nothing, try a different insurance provider.

    Reply
    • It depends on where the clog was, or if it was due to the failure of a sump pump and you had the sewer back up coverage.

      Reply
  14. I am very dissatisfied with liberty insurance. I made a claim with them in Oct of 2017. Policy expires in Feb of 2018. I received a letter from liberty stating that they were not going to renew my policy due to the claim I filed in Oct. This is disrespectful.

    Reply
  15. My house in the Cleveland, OH area sustained water damage on October 19, 2017. A water abatement company was dispatched to dry up the mess. They tore out damaged plaster, etc., and left the house with an exterior wall open and uninsulated. This I understand. But today is January 9, 2018, and to date, NO REPAIR WORK has been approved by Liberty Mutual. Recent outside temperatures have been in the single digits. The exterior wall where the plaster was removed was about 40 degrees colder than the same wall where the plaster remained. I finally installed insulation to make the downstairs inhabitable. We had an orchestrion–a kind of player piano which is 79″ tall and also plays several percussion instruments from a paper roll–which was damaged by the water, and due to LM’s refusal to address the problem when it occurred, is now unrepairable. They have repeatedly promised to “make me whole”, but when I found a similar instrument, they refused to pay for the transportation and set-up in my home. I guess I am supposed to buy it in Massachusetts and carry it to Ohio on my back. Like the guy in the LM commercial, I guess I got the wrong insurance COMPANY.

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  16. I picked up liberty mutual when I bout a new house this fall. Within a month I got a letter saying they were dropping my policy because my roof had less than 3 years of life left per exterior home inspection. I knew the roof was getting pretty bad, and had plans to replace it after winter, but they did not care. I got a quote from a different company, and got a WAY better rate for the same basic coverage. Today I got an email to call the new company about my home inspection, and of course they wanted to know about the roof. I told them I was replacing it in the spring, and that was that. They continued my policy, they just wanted to make sure I had a plan. Glad I switched companies, even though I didn’t have a choice.

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    • We got a letter as well but ours was because there wasn’t fire truck access. I live less than 1/4 from CDF and they have no problem access the homes around here. They also we were in a fire danger area. We have been here for 13 years an all of a sudden we can’t be insured

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      • Liberty Mutual did not renew my homeowners policy because they said I lived in a fire-prone area. This was after 22 years of always paying on time and never having a claim. Turns out it was the best thing that happened to me. I decided to change all my insurance and Mercury Insurance is charging 1/2 the amount for my auto insurance. Liberty Mutual was charging me $2,400 a year and Mercury is charging $1,200 per year for the exact same coverage. If they hadn’t canceled me, I never would have known about the fact that they are so expensive. Liberty Mutual is a joke!

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  17. this company is way over price and do not follow throw. I had my car stolen as well my bike. when I gotten the cops involve it seams they were working together in not to pay out for my items that was stolen.
    They made me the bad guy when my garage was broken into.
    I was overseas at the time of it happening.
    To all veterans and active duty members as well there family.
    DO NOT DO BUSINESS WITH THIS COMPANY.

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  18. At the top of their facebook page it says, “Liberty Stands with you?” What a joke!!! I’ve had all my insurance with Liberty Mutual for 23 years. Always paid my premiums on time and no claims. Yesterday I received a letter from Liberty Mutual informing me that they are not renewing my homeowner’s insurance policy because I live in a windy area prone to fires. Nothing has happened in almost a quarter century. So they’re cancelling me because there is a remote possibility that I might have a claim someday? Isn’t that what insurance is for? I would say Liberty is not “standing for me.” I am very disappointed in this company. I have been loyal to them for almost a quarter century, but loyalty does not go both ways. DO NOT DO BUSINESS WITH LIBERTY MUTUAL!!!

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  19. A Liberty motorist hit my car from behind nearly a month ago. Obviously his fault, but the LM adjuster offered me an 80% settlement, pinning 20% fault on me (and 20% cost) because _______? I next got her supervisor on the line, and she tried the same line, but I wasn’t buying it from her either. I asked her one simple question and she could not answer it: “How was I at fault?” After 30 minutes of going round and round she PROMISED to consult with other managers and get back to me before the end of the day. You guessed it – no call. This isn’t Joe’s donuts and car insurance, this is a major company with a huge advertising budget, and they’re trying to stick it to me on an $844 claim! This is very VERY poor customer service, and I do not hesitate to warn anyone looking for an honest insurer to go anywhere but to this company. I use Geico and they are awesome. During this ordeal they have called me regularly (I didn’t request this) to find out if the claim was being resolved. THAT is service. Compare that to what I just described from Liberty Mutual and you decide!

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  20. I had them for three years, they told me when I left State Farm for them that if I never had any issues my ins would decrease. However, despite at 47 yrs of age and never having any claims, tickets, or accidents my entire life and the time with them it continued to go up. I called to ask why and they said it was due to a number of claims in my county. Funny, who they now advertise insurance won’t increase your insurance based on your own claims yet if other’s have claims with your area the will increase your payment. By the way when I called to argue that I should not be punished due to other’s, while I understand that yearly statistics are taken into consideration for pricing and competitive means. However, the lady on the phone was so mean, and yelled at me stating they had every right to increase my premium based on others. Well, I completely disagreed and found new insurance. By the way, I pay full coverage always have including uninsured.

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  21. I have Liberty Mutual Insurance. I Insure four vehicles & four drivers on my automobile policy. I was quoted a price one year ago for my current premium. I was told by the Liberty sales agent at that time the premium would go down another $50 a month once my one sons speeding ticket dropped off in June 2016. So I called Liberty sales department today to have MVR run and policy premium adjusted. Sales department and manager in sales told me the same thing. COMPANY POLICY is to not run MVR prior to next renewal so with my policy not renewing until march 2017. I can pay more money to Liberty. Both sales people told me they would rather loose good business and drivers than correct their COMPANY POLICY..

    I have worked in property and casualty claims for past 34 years and this makes no sense to me. Can anyone think outside the box and for once do what is RIGHT in the eyes of the CUSTOMER rather than thinking about the ALMIGHTY DOLLAR.

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