Liberty Mutual Auto Insurance: Good Choice?

Liberty Mutual is a good insurance company for those seeking a variety of insurance products, including auto, home, renters, motorcycle, pet, life, small business, and commercial insurance. The company offers a wide range of discounts, which can make it a competitive option for budget-conscious shoppers. Liberty Mutual also provides an accessible online portal and mobile app for customers who prefer to manage their insurance digitally. However, the company has received lower-than-average ratings for digital service and shopping from J.D. Power, and mixed reviews from customers regarding their experiences with claims and customer service. Overall, Liberty Mutual can be a good choice for those seeking multiple types of insurance from a single provider, but it is important to consider both the pros and cons before making a decision.

Liberty Mutual's customer service

WalletHub gives Liberty Mutual a rating of 3.2/5, noting that the company has received significantly more complaints than the average car insurance provider. Many of the customer complaints centre around poor customer service experiences, unexpected rate increases, and a slow claims process.

In 2022, Liberty Mutual was ranked below average in the J.D. Power U.S. Auto Claims Satisfaction Study. The company also has a high number of complaints registered with the National Association of Insurance Commissioners (NAIC) for private passenger auto insurance.

On the other hand, Liberty Mutual was ranked above average in overall value and online experience in a 2022 NerdWallet survey. The company also has an A+ rating from the Better Business Bureau (BBB).

Overall, Liberty Mutual's customer service seems to be a mixed bag, with some customers reporting positive experiences while others have encountered issues and problems.

Liberty Mutual's insurance rates

The cost of a Liberty Mutual insurance policy depends on several factors, including your age, location, driving record, insurance history, the type of car you drive, and the coverage and deductible options you choose.

The company offers a variety of discounts to help lower the cost of insurance, including:

• Personal discounts: Good student and homeowner discounts.
• Automobile discounts: Discounts for cars with anti-theft or energy-saving features.
• RightTrack: A tracking device and app program that offers discounts for safe driving.
• Policy discounts: Discounts for paying upfront or online, and for purchasing multiple policies.

The average cost of a Liberty Mutual insurance policy can vary depending on the specific plan and the individual's circumstances. For example, the company's full coverage policy, which includes the state's minimum requirements, collision, and comprehensive insurance, costs an average of $2,849 per year. On the other hand, a minimum coverage policy from Liberty Mutual costs an average of $91 per month.

In summary, Liberty Mutual's insurance rates are generally competitive, and the company offers a range of discounts to make its policies more affordable for customers. The final cost of a policy will depend on various factors and the specific coverage options chosen.

Liberty Mutual's pros and cons

Liberty Mutual Pros:

• Wide selection of coverage options and discounts
• Better pricing than competitors in multiple categories
• Potential 30% discount by participating in its RightTrack UBI program
• A.M. Best A rating for financial strength
• Nationwide availability
• Excellent AM Best and Better Business Bureau (BBB) ratings
• Numerous discounts, especially for young drivers
• Offers standard insurance plans, including liability car insurance, comprehensive insurance, medical payments, personal injury protection, and underinsured/uninsured motorist coverage
• Offers add-on coverage options, including a lifetime repair guarantee, new car replacement insurance, better car replacement insurance, rental car reimbursement, 24-hour roadside assistance, gap coverage, and original parts replacement
• Offers a range of car insurance coverage options and discounts, making it one of the most affordable providers for young drivers
• Strong industry ratings: third place in the J.D. Power 2022 U.S. Insurance Shopping Study for large insurers
• One of the largest car and home insurance providers in the U.S.
• Solid customer service reputation
• Offers homeowners and renters insurance policies with standard features, as well as additional coverage options
• Sells other types of insurance, including boat and watercraft, umbrella, antique and classic car, and ATV and off-road vehicle insurance

Liberty Mutual Cons:

• Some states do not appear to be served by an agent
• Middling claims and customer service ratings
• Premiums can be high
• Average customer satisfaction ratings

Liberty Mutual's insurance claims

Liberty Mutual has a largely positive reputation within the auto insurance industry. The company offers a wide range of coverage options and add-ons, and is praised by many customers for its timely claims process and responsive customer service.

The process of filing an insurance claim with Liberty Mutual is designed to be fast and simple. It can be done online or over the phone, and typically takes around 5 to 10 minutes to complete. When filing a claim, you will need your username and password, the approximate date of the incident, and basic details of what happened. Liberty Mutual will then guide you through each step of the claims process and provide clear next steps.

For auto glass repairs, you will need your policy number and phone number, as well as information about how and when the damage occurred. Liberty Mutual will then set you up with a Safelite auto glass expert in your area.

Once you have filed your claim, you can track its progress through the Liberty Mutual eService portal. Liberty Mutual will estimate the cost of repairing or replacing your property and can help you schedule the repairs. After the repairs are completed, Liberty Mutual will issue a check for the repair costs minus your deductible.

In addition to standard auto insurance policies, Liberty Mutual offers several types of optional coverage, including:

• Accident forgiveness: Your premium won't increase after your first accident if you have had no crashes or traffic violations for five years.
• New car replacement: You will be reimbursed for the cost of a new car if your car is totaled within the first year and has less than 15,000 miles.
• Better car replacement: You will be reimbursed for a car that is one model year newer with 15,000 fewer miles if your car is totaled at any age or mileage.
• Deductible fund: Liberty Mutual will contribute $70 to this fund each year, and you can contribute $30, to lower your collision deductible.
• Gap insurance: Covers the remaining amount you owe on your car loan if your car is totaled.
• Original parts replacement: Ensures that repairs are made with original manufacturer parts when available.

Liberty Mutual also offers rental car reimbursement coverage, which includes valet claims service. With this coverage, a valet driver will bring you a rental car if your car is damaged but still drivable, and will then drive your car to and from the mechanic for repairs.

For teachers, Liberty Mutual offers unique coverage options at no extra cost, including:

• Vandalism loss protection: There is no deductible if your vehicle is vandalized during school-related events or on school property.
• Personal property coverage: Reimburses you for up to $2,500 if teaching materials or school-owned property are stolen or damaged while in your vehicle.
• Collision coverage: There is no deductible if your car is damaged in an accident while driving for school business.

Liberty Mutual's insurance discounts

Liberty Mutual offers a wide range of insurance discounts for its customers. The discounts are divided into four main groups: safe driver discounts, vehicle safety feature discounts, customer detail discounts, and customer loyalty discounts.

Safe Driver Discounts

• Accident-Free Discount: Customers who have not had an accident in at least 5 years are eligible for this discount.
• Violation-Free Discount: This discount is for drivers who have avoided violations such as speeding tickets, parking citations, or DUIs for five consecutive years.
• RightTrack Discount: Liberty Mutual's safe driving program offers an initial discount for signing up and a final discount of up to 30% upon completion.

Vehicle Safety Feature Discounts

• Anti-Theft Device Discount: For vehicles equipped with anti-theft devices or technology, such as passive alarms or LoJack systems.
• Advanced Safety Features Discount: For vehicles with advanced safety features like anti-lock brakes, adaptive headlights, or electronic stability controls.
• Alternative Energy Discount: For hybrid or electric vehicles.

Customer Detail Discounts

• Homeowner Discount: Available for customers who own a home.
• Military Discount: For active, retired, or reserve members of the United States Armed Forces.
• Early Shopper Discount: For customers who sign up for a new policy before their current policy expires.
• Good Student Discount: For student drivers with a GPA of 3.0 or higher.
• Student Away-at-School Discount: For students who are away at school (usually 100+ miles from home) and do not take a car with them.

Customer Loyalty Discounts

• Multi-Car Discount: For customers with multiple vehicles listed on their policy.
• Multi-Policy Discount: For customers who bundle other policies, such as home, life, or umbrella coverage, with their auto insurance.
• Preferred Payment Discount: For customers who enroll in automatic payments from their bank account.
• Pay-in-Full Discount: For customers who pay their entire policy in one or two payments.
• Online Purchase Discount: A 12% discount is offered when purchasing a policy online.
• Paperless Policy Discount: For customers who choose to receive communications electronically.

The availability and eligibility criteria for each discount may vary by state, and the discount amounts are not always disclosed.

Frequently asked questions