Liberty Mutual insurance review 2024
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At a glance
Score breakdown
Auto
3.8
Cost & ratings
3.0
Coverage
5.0
Support
4.0
Home
0.0
About Bankrate Score
Bankrate's take
Policyholders who value digital capabilities and robust discounts over customer and claims satisfaction might consider Liberty Mutual as their company of choice.
- Liberty Mutual’s RightTrack telematics program could help you save up to 30 percent on car insurance based on your driving habits
- Offers a substantial lineup of homeowners insurance discounts
- Ranked below average in both the J.D. Power U.S. Auto Insurance Study and Auto Claims Satisfaction Study
- NAIC scores for Liberty Mutual’s home insurance were better than the industry average from 2021 to 2023
New
As of October 1, 2023, Liberty Mutual is no longer offering new or renewal business owners policies (BOP) in California. Policyholders who bundled their small office, retail or restaurant policies with their homeowner and auto policies will receive nonrenewal notices. Liberty Mutual continues to offer other commercial and property and casualty insurance products in California as of publication.
Liberty Mutual car insurance review
Liberty Mutual’s car insurance product earned a Bankrate Score of 3.8 out of 5. The company ranked well in terms of mobile app accessibility, financial strength, coverage options and available discounts. However, it received a below-average rating of 866 out of 1,000 from J.D. Power for auto claims satisfaction.
In our Liberty Mutual car insurance review, we found that the company stands out for offering several uncommon add-ons that may expand your coverage. Its auto insurance options include:
- Lifetime repair guarantee: As long as you use Liberty Mutual-approved shops, the company will arrange your repairs and guarantee them for as long as you own your vehicle.
- Better car replacement: For older vehicles that are totaled, the insurer may give you enough cash to buy a car one model year newer and with 15,000 fewer miles.
- Teachers’ auto insurance: This unique policy for teachers may offer extra coverage related to incidents of vandalism, collisions and personal property damage or losses that occur while at school or driving to and from work. This option is not available in all states.
- Mexico insurance: If you are planning to drive into Mexico, you can purchase special coverage from MexPro through Liberty Mutual. Standard auto insurance policies are note valid in Mexico.
Pros and cons of Liberty Mutual car insurance
When looking for the best car insurance, it may be important to consider more than one carrier, as not all companies are the right fit for every driver. Consider this review of Liberty Mutual car insurance pros and cons to help you compare car insurance companies:
Pros
- Special coverage through MexPro available for drivers taking their car to Mexico
- Above-average score in J.D. Power’s 2023 U.S. Insurance Digital Experience Study for shopping and service
- Numerous discounts available to help save on premiums
Cons
- Below-average score in J.D. Power’s 2023 U.S. Auto Claims Satisfaction Study
- Higher-than-average number of complaints registered with the NAIC for private passenger auto insurance
- Below-average scores in regions of the J.D. Power 2023 U.S. Auto Insurance Study where it was scored
Liberty Mutual car insurance cost
As average rates for Liberty Mutual car insurance policies are not available, the best way to gauge how much a policy with the carrier might cost you is to reach out to the company for a quote or start a quote online. When doing so, it could be helpful to know the national average cost of car insurance to have a better idea of how Liberty Mutual’s rates compare. Currently, the national average for full coverage is $2,299 while minimum coverage averages $637.
Liberty Mutual customer satisfaction
When selecting an insurance provider, the quality of customer service can be as significant as the cost. Often, interactions with your insurance company occur during stressful or unforeseen events, making reliable and effective customer support crucial. To better understand the customer service landscape, you might consider third-party ratings for auto insurance, such as those from J.D. Power. Although these ratings can provide valuable insights, they should typically be viewed as one of many factors to consider when evaluating an insurer like Liberty Mutual.
Liberty Mutual auto claims satisfaction
Liberty Mutual's auto insurance offerings receive varied feedback according to third-party customer satisfaction ratings. While the company shows promising performance in the J.D. Power 2023 U.S. Insurance Digital Experience Study, it ranks below average in the 2023 U.S. Auto Insurance Study across all regions where it was assessed. Furthermore, in the J.D. Power U.S. Auto Claims Satisfaction Study, Liberty Mutual scored 866 out of 1,000, which is slightly below the study average of 878, indicating room for improvement in claims handling.
Liberty Mutual auto insurance customer complaints
We also evaluated customer complaints filed with the National Association of Insurance Commissioners (NAIC). The NAIC Complaint Index has a baseline of 1.00, meaning that companies with an index above 1.00 receive more complaints than expected for a company of their size and vice versa. Liberty Mutual's NAIC scores for auto insurance have shown a downward trend from 3.00 in 2021 to 1.97 in 2023. Although the scores remain above the industry average, this trend suggests improvement in addressing customer complaints.
Liberty Mutual car insurance discounts
If cheap car insurance is a priority for you, Liberty Mutual offers a wide range of discounts that might help you save on your car insurance. Some of Liberty Mutual’s car insurance discounts include:
- Driving discounts: Liberty Mutual offers a few ways to potentially save based on your driving habits. Most notable is the RightTrack telematics program. Safe drivers can potentially earn savings of up to 30 percent on their premiums, and Liberty Mutual will not raise rates if RightTrack detects poor driving habits. Separate discounts are available for policyholders who remain accident-free and violation-free.
- Early shopper discount: If you get a car insurance quote from Liberty Mutual before your current policy expires, you may qualify for a discount.
- Homeowner discount: If you own a home, you might qualify for a discount on your car insurance policy — even if it’s not insured through Liberty Mutual.
- Student discounts: Young drivers who are still in school could earn extra discounts on their car insurance policy. These include a good student discount for maintaining a B or higher GPA or a student-away-at-school discount for students who attend school far away and do not bring a family car with them.
Liberty Mutual home insurance review
Bankrate’s Liberty Mutual home insurance review assessed coverage offerings, discount options, digital tool availability and third-party scores. Considering all factors, our insurance experts assigned the company's home insurance product a Bankrate Score of 3.3 out of 5.
Liberty Mutual scored highly in terms of coverage options and discounts. However, the company ranked below the industry average in J.D. Power's 2023 U.S. Home Insurance Study, placing near the bottom of the list of major providers. Liberty Mutual may be a good choice for shoppers looking for online home insurance management and extensive policy options. However, if you want above-average customer service, you may want to look elsewhere.
Liberty Mutual's home insurance policies include standard coverage types, including dwelling, personal property, liability and additional living expenses, plus a variety of extras. Some of the add-on coverage types available from Liberty Mutual include:
- Blanket jewelry: Homeowners who keep expensive jewelry in their home may benefit from blanket jewelry coverage, which could replace your jewelry if it gets lost or stolen with no deductible or appraisal needed.
- Water backup: This endorsement covers water damage that occurs from a covered backup or overflow incident not related to flooding and can be essential if your home has a basement.
- Inflation protection: When your policy renews, inflation protection coverage automatically adjusts your coverage limits based on inflationary impacts on replacement costs (construction materials and labor).
- Personal property replacement cost: This optional coverage is designed to replace your personal property at today's market value if damaged during a covered event unlike actual cash value coverage, which factors in depreciation.
Pros and cons of Liberty Mutual homeowners insurance
Requesting home insurance quotes and comparing carriers can help you determine which ones might fit your needs and budget. Here’s a summary of Liberty Mutual home insurance perks and drawbacks:
Pros
- Wide array of available discounts
- Variety of potential coverage options for policy customization
- Available in all 50 states and Washington, D.C.
Cons
- Scored near the bottom in J.D. Power’s 2023 U.S. Home Insurance Study
- Included coverage may not be as robust as other home insurance providers
Liberty Mutual home insurance cost
The average cost of Liberty Mutual home insurance is not available. However, by reaching out to an agent or starting a quote online, you may be able to get an idea of how much home insurance might cost based on criteria like your location, the size of your home and the coverage options you desire. You could also compare your quote with the average cost of homeowners insurance to see where a quote falls. The current national average for home insurance for $300,000 in dwelling coverage is $2,153.
Liberty Mutual customer satisfaction
Customer satisfaction and service quality are important considerations in a home insurance provider. J.D. Power, a data analytics firm, conducts annual studies that assess consumer satisfaction across several dimensions, including digital tools and claims handling. These ratings are generally a reliable indicator of how well insurers meet customer needs and handle issues, providing a broader perspective on potential service levels.
Liberty Mutual homeowners claims satisfaction
Liberty Mutual's homeowners claims satisfaction ratings reflect a consistent performance with the industry standard according to the 2024 J.D. Power U.S. Property Claims Satisfaction Study. With a score of 869, Liberty Mutual aligns with the current industry average, indicating a typical level of customer satisfaction in handling claims. Understanding these metrics can help policyholders gauge what to expect in terms of responsiveness and efficiency in claim processing during potentially stressful times.
Liberty Mutual home insurance customer complaints
Liberty Mutual's home insurance has shown a consistently lower-than-average complaint index, according to the NAIC. Over the past three years, their complaint index scores have been notably below the baseline of 1.00. This indicates that Liberty Mutual receives fewer customer complaints relative to its size compared to the industry average, suggesting a generally satisfactory experience for its homeowners insurance policyholders. This trend could provide some reassurance to potential customers concerned about service quality and claim handling efficiency.
Liberty Mutual home insurance discounts
If you are looking for cheap home insurance, Liberty Mutual offers a wide range of common discounts that could help you lower the cost of your homeowners insurance premium. The company also offers a few less common home insurance discounts, including:
- New roof: You may qualify for a discount if you install a new roof or retrofit your existing roof.
- Military: You may qualify for this discount if you’re a military service member or veteran.
- Early quote: Getting a quote before your old policy expires could earn you a discount.
- New home: If you recently bought your home or your home is newly built or newly renovated, you could earn a discount on your premium.
- Wind mitigation credit: Making your home more resilient to windstorms, such as installing roof tie-downs, could lower your home insurance premium.
Liberty Mutual life insurance review
Liberty Mutual’s life insurance options may be somewhat limited compared to many other life insurance companies. It only offers term and whole life insurance, along with a few riders to help you customize coverage. To its credit, Liberty Mutual has a network of local agents that may help you choose the best type and amount of life insurance for you.
- Term life insurance: Term life insurance offers short-term coverage for 10, 15, 20 or 30 years. There is a death benefit, and your premium will never change during the term. Liberty Mutual’s term life insurance policies include a built-in conversion guarantee and the option to convert to permanent coverage at any time.
- Whole life insurance: Whole life insurance may build cash value, offers a tax-free death benefit and has level premiums. Liberty Mutual offers several different types of whole life insurance, including simplified issues and single premium coverage.
Pros and cons of Liberty Mutual life insurance
Each life insurance carrier has its own set of product offerings and policy terms. Although the cost of life insurance may be different for every individual, life insurance quotes do not typically vary as much between companies as auto or home insurance quotes. However, comparing carriers may still be helpful to find the best fit.
Here’s an overview of Liberty Mutual life insurance that may help you decide whether to obtain a quote:
Pros
- Guaranteed insurability option available for policyholders
- Wide array of optional riders to choose from
- Built-in conversion for term life insurance
Cons
- Life insurance not rated by J.D. Power
- Medical exam may be required
- More limited types of life insurance compared to some competitors
Liberty Mutual life insurance riders
Liberty Mutual offers several life insurance riders that may help policyholders customize their coverage. These riders include:
- Children’s protection rider: This endorsement pays out a death benefit if one of your children were to pass away.
- Disability waiver of premium: This endorsement allows the policyholder to stop paying premiums if they develop a disability for the duration of their condition.
- Accidental death and dismemberment: This endorsement pays a death benefit if the insured loses limbs, eyesight, speech or develops other issues in an accident, depending on the bounds of the policy. This endorsement will also pay out if the insured dies in an accident.
- Guaranteed insurability option: This endorsement allows a policyholder to renew their policy within a specific window, regardless of changes in their health.
Compare life insurance providers quickly and easily
See which provider is right for you.
Whole life insurance combines life insurance with an investment component.
- Coverage for life
- Tax-deferred savings benefit if premiums are paid
- 3 variations of permanent insurance: whole life, universal life and variable life include investment component
Term life insurance is precisely what the name implies: an insurance policy that is good for a specific term of time.
- Fixed premium over term
- No savings benefits
- Outliving policy or policy cancellation results in no money back
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Compare Liberty Mutual with other insurers
Liberty Mutual may not be the right carrier for everyone. If you have some doubts after this Liberty Mutual Insurance review, you might want to consider these alternatives:
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Featured
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OVERVIEW
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Liberty Mutual may be a good choice for customers seeking several types of insurance products who enjoy the flexibility of working both with an agent and through digital self-service. From basic auto and home insurance to life, small business and commercial, Liberty Mutual may be able to meet all your coverage needs in one company.
Read More
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Farmers and Liberty Mutual both came in below average in the 2023 J.D. Property Claims Satisfaction Study, but Farmers outperformed Liberty Mutual in the corresponding 2023 Auto Claims Satisfaction Study. Farmers also offers unique coverage options, especially compared to other nationally available carriers.
Read More
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USAA only writes policies for active duty military members, veterans and qualifying family members. If you fall within its membership requirements, USAA could be the right fit as it offers very high customer satisfaction scores across the board as well as coverage options and discounts tailored to the needs of the military community. USAA also consistently tops J.D. Power studies for customer satisfaction, although it is not technically ranked due to eligibility restrictions.
Read More
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STANDOUT FEATURES
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Local agencies available
Offers several discounts
Sells multiple insurance product
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Robust coverage options
Fewer-than-average complaints
Local agents nationwide
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Military on-base discount
MyUSAA Legacy discount
SafePilot telematics program
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AVG FULL COV. AUTO RATE
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| No rates available | $2,970 |
$1,709 |
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J.D. POWER AUTO SCORE
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| 870/1000 | 882/1000 |
890/1000 |
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AVG HOME RATE
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| No rates available | $2,510 |
$1,431 |
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J.D. POWER HOME SCORE
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| 789/1000 | 800/1000 |
881/1000 |
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AM BEST RATING
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| A(Excellent) | A(Excellent) |
A++(Superior) |
Why you can trust Bankrate
Read our full methodologyOur insurance editorial team includes licensed agents with decades of combined experience, and we used our intimate knowledge of the industry to conduct this in-depth Liberty Mutual insurance review.
46
years of industry expertise
122
carriers reviewed
34.5K
ZIP codes examined
1.2M
quotes analyzed
Is Liberty Mutual a good insurance company?
Liberty Mutual, the fifth largest U.S. property/casualty insurer based on market share, offers a variety of insurance products like home, auto, renters, motorcycle, pet, life and more to customers throughout all 50 states and Washington, D.C. One of the factors that stands out with Liberty Mutual is its wide range of discounts, which may make it a competitive option for budget-conscious shoppers.
The company offers an accessible online portal and mobile app for policyholders who prefer to manage their insurance online. However, the company received lower-than-average digital service and shopping scores from J.D. Power. Mixed reviews may be a drawback for those who prioritize customer satisfaction.
What are real-life customers saying about Liberty Mutual?
To offer a broader perspective on what it's like to be insured by Liberty Mutual, we've gathered insights from actual customers sharing their experiences on platforms like Reddit and Trustpilot. This provides a valuable glimpse into the day-to-day dealings with Liberty Mutual, which can help potential customers set realistic expectations and better understand the level of service Liberty Mutual might offer. It's important to remember that individual experiences can vary.
Reddit reviews
Reddit users offer mixed feedback on Liberty Mutual. Some describe frustrating experiences with claims, highlighting inconsistencies in customer service and challenges in getting adequate compensation. Others report satisfactory dealings, noting efficient claims handling and responsive service despite limited direct communication.
Trustpilot reviews
On Trustpilot, the reviews for Liberty Mutual are polarized. One user expresses extreme dissatisfaction with handling water damage claims, citing poor customer service and difficulties with adjusters. In contrast, another user praises the company for the quick and effective resolution of a claim involving a total loss of a vehicle due to an uninsured motorist.
*The quotes and citations included on this page have been verified by our editorial team and are accurate as of the posting date. Outlinked content may contain views and opinions that do not reflect the views and opinions of Bankrate.
Liberty Mutual company details
For those seeking further information or assistance, Liberty Mutual offers several points of contact.
- Website: libertymutual.com
- Corporate mailing address: Liberty Mutual Group, Inc., 175 Berkeley Street Boston, MA 02116
- Customer service: 1-800-295-2820
- Claims: New claims can be opened online, through the Liberty Mutual app or by calling 1-800-225-2467
- Roadside assistance: 1-800-426-9898
State availability
Liberty Mutual is available in all 50 states and Washington, D.C.
Liberty Mutual tools and benefits
The following services may make Liberty Mutual a compelling choice for certain shoppers.
- Landlord insurance: If you rent a property to tenants, you may want to cover your assets with insurance specifically designed for landlords.
- Small business insurance: Liberty Mutual offers small business insurance with coverage options that include commercial auto, commercial multi-peril, commercial property, workers compensation, umbrella and equipment breakdown.
- Umbrella insurance: Umbrella insurance provides additional liability coverage for home and auto, which may be useful to cover injuries and property damage that you’re responsible for and fees associated with a lawsuit.
- Highly rated mobile app: Liberty Mutual’s app allows customers to access ID cards, request roadside assistance, file and track claims and manage a policy quickly and easily. It has a rating of 4.8 out of 5 on the App Store and a rating of 4.6 out of 5 on Google Play.
Frequently asked questions about Liberty Mutual
Methodology
Bankrate Score methodology
Our 2024 Bankrate Score considers variables our insurance editorial team determined impacts policyholders’ experiences with an insurance company. These rating factors include a robust assessment of each company’s product availability, financial strength ratings, online capabilities and customer and claims support accessibility. Each factor was added to a category, and these categories were weighted in a tiered approach to analyze how companies perform in key customer-impacting categories.
Each category was assigned a metric to determine performance, and the weighted sum adds up to a company’s total Bankrate Score — out of 5 points. Our scoring model provides a comprehensive view, indicating when companies excel across several key areas and highlighting where they fall short.
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Cost & ratings 50%
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Coverage & savings 30%
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Support 20%
- Tier 1 (Cost & ratings): To determine how well auto and home insurance companies satisfy these priorities, average quoted premiums from Quadrant Information Services (if available), as well as any of the latest third-party agency ratings from J.D. Power, AM Best, Demotech and the NAIC, were analyzed.
- Tier 2 (Coverage & savings): We assessed companies’ coverage options and availability to help policyholders find a provider that balances cost with coverage. Additionally, we evaluated each company’s discount options listed on its website.
- Tier 3 (Support): To encompass the many ways an auto and home insurance company can support policyholders, we analyzed avenues of customer accessibility along with community support. This analysis incorporated additional financial strength ratings from S&P and Moody’s and factored a company’s corporate sustainability efforts.
Tier scores are unweighted to show the company's true score in each category out of a possible five points.
Ashlyn Brooks is a finance writer with more than half a decade of experience, known for her knowledge in areas such as taxes, insurance, investing, retirement, finance news, and banking products.
