Liberty Mutual Car Insurance

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This review will tell you everything you need to know about Liberty Mutual Insurance. You’ll learn which states the company serves and where the company fits in terms of financial strength. We also show you how consumers view their experience with the company, as well as share information on the many discounts it offers. Finally, we’ll walk you through how Liberty Mutual handles its claims process. From there, you’ll have all the tools you need to decide whether Liberty Mutual is the right insurance provider for you.

Best If

  • You want better car replacement after an accident and strong online tools

Worst If

  • You want breakdown coverage or 24-hour customer support

By The Numbers

  • Liberty Mutual has over 50,000 employees worldwide
  • Offers insurance in all 50 states and Washington, D.C.

Consumer Satisfaction and Financial Strength Ratings

Consumer Complaint Data

Year
Total Complaints
Percent Change
2016
160
-40%
2015
267
2014
235
+26%
2013
187
--
Source: National Association of Insurance Commissioners

J.D. Power ratings by region (out of 1000)

  • California: 785 — below average
  • Central: 798 — below average
  • Florida: 814 — slightly below average
  • Mid-Atlantic: 801 — below average
  • New England: 801 — at average
  • New York: 792 — below average
  • North Central: 804 — slightly below average
  • Northwest: 758 — far below average
  • Southeast: 800 — far below average
  • Southwest: 826 — slightly above average
  • Texas: 792 — lowest rated

U.S. Auto Insurance Shopping Study (2016)

Overall Purchase Experience
Among the best
Policy Offerings
Among the best
Pricing
Above average
Local Agent
Among the best
Call Center Representativ
Above average
Insurer Website
Average

U.S. Auto Insurance Claims Satisfaction Study (2015)

Overall Satisfaction
Average
First Notice of Loss
Average
Service Interaction
Average
Appraisal
Average
Repair Process
Average
Rental Car Experience
Average
Settlement
Average
Source: J.D. Power

Financial Ratings

A
A.M. Best
Excellent rating; third-highest possible
A2
Moody's
High quality with very low risk; sixth-highest possible rating
A
S&P's
Strong; sixth-highest possible rating

Market Share

According to the NAIC (National Association of Insurance Commissioners), in 2015 Liberty Mutual’s market share was 5.07 percent, the fourth-largest in the US. That same year, it had $29.85 billion in Property and Casualty premiums written.

Typical Discounts

Bundle & Save
When you combine policies with Liberty Mutual, you can receive special discounts for bundling and thus save more money.

Multi-Car Discount
The discount does just as it says. For customers who have multiple cars on one policy, Liberty Mutual aims to provide the best value so that managing your auto insurance is as stress-free as possible.

Exclusive Group Savings
Liberty Mutual has partnerships with more than 14,000 organizations. Being a member of any one of them could make you eligible for a discount with the insurance company.

Roadside Assistance

Liberty Mutual 24-Hour Roadside Assistance

Towing & Labor coverage on the policy. Collision/comprehensive covers this first but Towing & Labor kicks in if driver doesn’t have collision/comprehensive coverage

Roadside Services covered

  • Towing - You will be towed to the Nearest Qualified repair Facility
  • Jumpstart a dead battery - So you can get where you want to go
  • Deliver emergency fue - We'll get you enough gas to reach the nearest service station
  • Change a flat time and install the spare
  • Unlocking vehicle doors - If you're locked out of your car, we'll get it unlocked

Contact Phone Number

Liberty Mutual’s Emergency Roadside Assistance is available through its mobile app, or by calling 1 (800) 426-9898. The company’s roadside assistance website is here.

Mobile Apps

Liberty Mutual has a quite a few mobile apps to choose from for managing your car insurance.

The Liberty Mutual Mobile App includes all the features and services of the company’s website in the palm of your hand. You can use it to pay bills, view policy details, change your coverage, and more. You can also use it to record details of your incident and get your claim process started.

The Liberty Mutual CarZen App is mainly geared for Apple devices, and is a powerful tool for car shopping. Use it to research any type of car, see its details with high-resolution photos and read thorough reviews. CarZen makes car shopping simple and hassle-free.

The Home Gallery App allows you to log all your personal items into one mobile database. You’ll have a complete home inventory you can access on hand should you ever experience theft or damage to your home.

For more information and to download any of these apps, click here.

History

Liberty Mutual was called the Massachusetts Employees’ Insurance Association when it first opened in 1912. To this day, it’s based in Boston, though its name changed to Liberty Mutual in 1917. Since then, the company transformed a from a single-line, specialized insurer to one of the leading insurance providers in the world.

Today, as a Fortune 100 Company, Liberty Mutual has more than 900 locations around the world in 20 countries. Its patriotic theme shines through its long-term sponsorship of the PBS documentary series, American Experience.

Claims Process

To file a claim with Liberty Mutual, click here.
If you’ve filed a claim, and wish to view it, you can do so here.

The website prompts you to choose which type of insurance you need before entering the process. Liberty Mutual then guides you through the claims process on line and assigns you a unique quote ID so you may retrieve your quote for up to 30 days.

For the auto claims process, there is an Appraisals and Repairs phase as well. After your accident, you have three options for inspecting and repairing your car:

  • Guaranteed Repair Network
    • Using the website, you can log in and search for a Guaranteed Repair Network shop and schedule an appointment to fix your vehicle
  • Your Selected Repair Shop
    • For customers who already have a reliable repair shop, Liberty Mutual works with them and allows them to bring their car to their respective shops. Liberty Mutual will then work directly with the repair shop to review an estimate and may a payment
  • Liberty Mutual Drive In
    • Customers can bring their car to a Liberty Mutual facility (dependent on location) and have their car inspected by a staff member. They’ll then be provided with an estimate and be able to choose where they wish to have their car repaired

Contact Information

Claims Site
Consumer Affairs Site

Mailing Address:

175 Berkeley Street
Boston, MA 02116

Customer Service Phone Number: 1 (800) 837 - 5254