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Liberty Mutual Car Insurance

Smart Score

73

Industry Average: 75

Smart Score

73
/100

Industry Average: 75

Customer Service

7.2
/10

Industry Average: 7.7

Claims Process

7.9
/10

Industry Average: 8

Value for Price

6.1
/10

Industry Average: 7

Liberty Mutual Overview

Liberty Mutual is the sixth-largest auto insurer in the US based on direct premiums written. In addition to home and auto insurance, Liberty Mutual offers a vast array of personal and commercial insurance policies. If you’re looking for an insurance company that has accident forgiveness and rewards safe drivers, Liberty Mutual might be the company for you. It’s available in all 50 states, has an amazing, easy-to-use app, and although you might not find the cheapest car insurance quote available, it has an outstanding customer service record.

Lines of Business:

Liberty Mutual Ratings Breakdown

Smart Score

73

Liberty Mutual: 73
Industry Average: 75
Liberty Mutual: 73
Industry Average: 75

Why our Smart Score matters

Liberty Mutual’s Smart Score of 73 was created by combining weighted averages of ratings for customer service, claims process, and value for price from 3rd party sources as well as our own research. We view these as the most important factors since they cover the entire experience of shopping for, maintaining, and making a claim on an insurance policy.


How our Smart Score is calculated

Data comes from customer reviews, officially filed complaints, financial stability data, and other insurance industry rating companies. Combining these metrics and sources provides the most accurate and broad-based analysis of what matters most when considering Liberty Mutual’s overall quality compared to other auto insurers. While there is some overlap between our three primary metrics, each has unique characteristics that set them apart from each other.


What does this mean for you?

With a score of 73, Liberty Mutual sits near the industry average of 75. While this metric isn’t the be-all and end-all, it’s definitely a good point of reference when comparing auto insurance options.

Customer Service

7.2

Liberty Mutual: 7.2
Industry Average: 7.7
Liberty Mutual: 7.2
Industry Average: 7.7

Our customer service score measures two primary things: user satisfaction when interacting with Liberty Mutual’s representatives, and their experience with online tools like quoting and managing a policy via website or app. Liberty Mutual’s customer service score comes from a variety of places. These include user reviews on Honest Policy, as well as other analytics companies such as JD Power, Insure.com, and Consumer Reports.


What does this mean for you?

As you can see from Liberty Mutual’s service score of 7.2, they have a weak rating compared to similar auto insurance companies, which clock in at an average of 7.7.


The ratings between sources are pretty consistent. Calculating with the given range and number of sources reporting, we’re almost certain the true score lies between 6.2 and 8.2. With those narrow bounds, we’re confident about the accuracy of their 7.2 rating.

Claims Process

7.9

Liberty Mutual: 7.9
Industry Average: 8
Liberty Mutual: 7.9
Industry Average: 8

Our claims process score looks at users' experiences when filing claims with Liberty Mutual. It takes into account not only claim outcomes, but also the ease of making and tracking a claim, as well as how fast Liberty Mutual handles it.


Liberty Mutual’s claim score is derived from various sources. These include reviews from Honest Policy users, and outside sources including Consumer Reports, Insure.com and JD Power. We round off our calculation with official complaints filed with the National Association of Insurance Commissioners (which primarily are claim related). These complaints are weighted against the size of each company to ensure an apples-to-apples comparison. This gives our claim score the most complete picture of what to expect when filing a claim with Liberty Mutual.


What does this mean for you?

Evident from a claims score of 7.9, Liberty Mutual has a reasonable rating compared to the average claim score of 8 for similar auto insurance companies.


The ratings between sources vary a bit. Calculating with the given range and number of sources reporting, we’re almost certain the true score lies between 6.7 and 9.1. With those moderate bounds, we’re pretty confident about the accuracy of their 7.9 rating.

Value for Price

6.1

Liberty Mutual: 6.1
Industry Average: 7
Liberty Mutual: 6.1
Industry Average: 7

Liberty Mutual’s value score measures customer satisfaction when considering how much they pay versus the quality of their experience when dealing with the company.


How Liberty Mutual comes up with the price of a policy varies by state, and relates to a number of different factors. Some of these include driving record, how much you use your car, location, age, gender, and the car you drive. While price is a critical factor for most insurance customers, what they get for that money is even more important. As with our other scores, this rating comes from a variety of sources: Honest Policy, JD Power, Insure.com, Clearsurance, and Consumer Reports.


What does this mean for you?

Liberty Mutual’s value for price score of 6.1 is not great compared to the average of 7 from other auto insurance companies.

The ratings between sources . Calculating with the given range and number of sources reporting, we’re almost certain the true score lies between 4.6 and 7.6. With those bounds, we’re about the accuracy of their rating.

Liberty Mutual Auto Official Complaints

Official Complaints

Average

Tracks how many more or less official complaints Liberty Mutual has than average. With an index of 0.96 Liberty Mutual is about average.


The complaint index comes from two variables for each year and type of insurance.

  • The percentage of how many complaints Liberty Mutual has filed against them with the National Association of Insurance Commissioners (NAIC) compared to the total number of complaints filed with every company.

  • The percentage of how much insurance business (total policy premiums) Liberty Mutual has compared to the total amount of business of all the other companies.

By weighting complaints and business against their totals, and then dividing share of compliants by share of the market, we get the index value. With 1.0 being an average number of complaints, a 0.5 would be half as many complaints. With an index of 0.96 Liberty Mutual falls in the middle of the pack.

Customer Reviews

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0 Reviews

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100%

of customers would reccomend this company to a friend

12 customer reviews

Jerry B

Auto Customer

I have had mostly good experiences with this company, most recently when they decided to extend cancellations for late payments for all of their customers. I did not pay for one month, and they did not contact me at all so I was able to pay for two months the next month instead. Also I am able to pay partial payments sometimes and instead of contacting me they just put the remaining balance on the next months bill, which is great for me.

Price Value: 4.5

Claim Satisfaction: 4

Customer Service: 4

Recommend: yes

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Joseph S

Auto Customer

They raised my premiums 24 percent despite having had no accidents or tickets or any claims. My driving record is spotless and they would not cut me a break even though I drive much less than before the pandemic. Whenever I call customer change with a question or to make a change, I get different answers from different people.

Price Value: 4.5

Claim Satisfaction: 4

Customer Service: 4

Recommend: no

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Joshua L

Auto Customer

I've had no issues with my insurer. They've responded to both of my claims quickly and paid out within a reasonable timeframe. My monthly payment isn't bad and I have had really great customer service experiences. I would recommend them to any of my friends or family members in the future.

Price Value: 2.5

Claim Satisfaction: 3

Customer Service: 4

Recommend: yes

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Charlie Oran

Auto Customer

The customer service is excellent. They are attentive, respond quickly, and make me satisfied all the time. When speaking on the phone with them, the representatives were so kind and always pleasing. They walked me through everything and made it seem easily.

Price Value: 3.5

Claim Satisfaction: 3

Customer Service: 5

Recommend: yes

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HonestPolicy User

Auto Customer

Excellent claims service including new car replacement in which they will replace your car with a car one model year newer if it is totaled.

Price Value: -

Claim Satisfaction: n/a

Customer Service: -

Recommend: yes

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HonestPolicy User

Auto Customer

they are better than anyone else. they give me car and homeowner discount and accept credit card payments online. no one else has offered better rates.

Price Value: -

Claim Satisfaction: n/a

Customer Service: -

Recommend: yes

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Liberty Mutual Coverage Options

When it comes to thier car, everyone has a different situation and differing needs for protection. While every auto insurer offers the same standard coverages. they tend to differ when it comes to what they offer or optional additional protections. Below we list and describe all the extras offered by Liberty Mutual

Available OptionsWhat it meansSee something wrong?
Emergency Assistance Coverage

Covers cost of any emergency services called when involved in an incident

Roadside Assistance

Usually covers towing, battery service, flat tire service, fuel delivery, lockout service, and extrication.

Rental Reimbursement

Helps you pay for transportation expenses, such as a rental car or public transportation fare, while your own vehicle is being repaired after a covered insurance claim.

Gap Insurance

Helps pay off your auto loan if your car is totaled or stolen and you owe more than the car's depreciated value.

Original Equipment Manufacturer Coverage

Helps ensure aftermarket parts will not be used when repairs are made to your vehicle

Work Loss Coverage

Insurance that covers some of the lost wages an insured would have as a result of a car accident.

New Car Replacement Coverage

Pays the value of a brand new car of the same make and model of the your car if your car is declared a total loss.

Liberty Mutual availability in these states

Liberty Mutual Auto Discounts

While all companies offer a range of car insurance discounts, it's hard to judge any individual discount's value in a meaningful way. For one, the discounts are typically a percentage off the base price, instead of the whole policy.

What does this mean?

Your best bet is to directly discuss your particular situation with an agent to make sure you're getting all the discounts that you may be eligible for on your auto policy. For reference, we've listed all the discounts we believe Liberty Mutual has below in order to hlep determine which ones may fit your profile (though keep in mind that they can vary by state).

Available OptionsWhat it meansSee something wrong?
Passive Restraint

Applies to vehicles with safety features such as automatic braking systems (ABS), airbags, or automatic seatbelts.

Anti Theft Device

This discount is for cars with alarms, and other theft deterrents. It typically only applies to comprehensive coverage however.

Accident Free

Tied to drivers on the policy and any accidents in their record. though insurers generally only consider the past 3 to 5 years.

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How does Liberty Mutual compare to other insurance companies? Click the following links below to compare Liberty Mutual to other top insurance companies.

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