Liberty Mutual Overview

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.

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.

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.

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.