2023 Liberty Mutual Insurance Review

Liberty Mutual stands out as a reliable insurance carrier with expansive coverage options and numerous easy-to-earn discounts that can make its policies more affordable. However, its high rate of complaints and middling customer satisfaction ratings suggest that Liberty Mutual may not be the best option if you prioritize the customer experience above all else.

Keep reading our Liberty Mutual insurance review to learn more about the types of insurance Liberty Mutual offers and what information you need to know to determine if it could be the right insurance provider for you.

Liberty Mutual auto insurance review summary: Liberty Mutual offers numerous types of car insurance, extending far beyond the minimum requirements for auto coverage in each state. The company also ranked second among large insurers in regard to the car insurance shopping experience. In addition, you can earn discounts on your Liberty Mutual auto insurance premiums through simple actions like buying your policy online and signing up for the company’s telematics program. Liberty Mutual home insurance review summary: While Liberty Mutual’s home insurance coverage is somewhat less extensive than its car insurance offerings, the company should still meet the basic needs of most homeowners while also providing a handful of optional home insurance add-ons. Liberty Mutual had a slightly lower rate of complaints related to homeowners insurance than it did auto insurance in 2022, although its complaint ratio is still higher than expected for an insurance company with its market share across the board.

Liberty Mutual Pros and Cons

Pros	Cons
No. 1 surety in the world	May be difficult to buy insurance in certain states like California
Multiple lines of business make it a one-stop shop for many consumers’ insurance needs	Mediocre customer satisfaction ratings compared to other large insurers
Offers extensive car insurance coverage options and a good number of auto and home insurance discounts	High rate of complaints for a company with its market share according to the National Association of Insurance Commissioners (NAIC)
Well-reviewed mobile app
Over 2,200 captive agents in the U.S. as of 2021

About Liberty Mutual

Liberty Mutual was founded in 1912 as the Massachusetts Employees Insurance Association, which specialized in workers’ compensation insurance. By the end of the decade, it had adopted its current name and had begun to sell auto insurance policies.^[1]

The company first expanded its operations outside of the United States in 1973 and acquired Safeco in 2008.^[1] Today, Liberty Mutual is the largest surety in the world and is also ranked among the top 10 largest American insurers for commercial lines, surplus lines and property and casualty insurance.^[2]

Availability

Liberty Mutual operates in all 50 states plus the District of Columbia but not all of its coverage types are available in every state. In particular, residents of California may have a harder time obtaining key insurance policies from Liberty Mutual than residents of other states.

For example, the company no longer sells business owners policies (BOPs) in California as of October 1, 2023, and will nonrenew existing policies in December.^[3] In addition, Liberty Mutual’s website does not feature dedicated web pages for homeowners insurance and car insurance in California as it does for every other state and Washington, D.C.^[4]

Coverage

Liberty Mutual has numerous lines of business, so many consumers could reasonably turn to Liberty Mutual for most, if not all, of their insurance needs. Insurance products you could obtain through Liberty Mutual include the following:^[4]

• Home
• Renters
• Condo
• Mobile Home
• Landlord
• Auto
• Motorcycle
• Boat and watercraft
• Antique and classic car
• ATV and off-road vehicle
• RV
• Commercial
• Umbrella
• Flood
• Life
• Identity theft
• Pet

Consumer Experience

Line of Business	J.D. Power Score (Out of 1,000)[5][6]	NAIC Complaint Index[7]	NAIC Share of Complaints in U.S. Market[7]
General	N/A	3.1	0.27%
Auto	798.5*	3.94	0.38%
Home	789	3.81	0.43%

^{*Average score among 10 profiled regions}

Customer Service

Liberty Mutual encourages policyholders to access customer support resources by logging in online or via the Liberty Mutual Mobile app.^[8] However, Liberty Mutual customers can also get their questions answered by phone, email or the @AskLiberty account on X, formerly known as Twitter.^[9]

J.D. Power’s most recent studies indicate that Liberty Mutual tends to rank lower than other major home and auto insurance companies when it comes to overall customer satisfaction.^[5][6] Nevertheless, Liberty Mutual ranks fifth in overall customer satisfaction for renters insurance and second among large car insurance carriers when it comes to providing a satisfying purchase experience.^[6][10]

Meanwhile, Liberty Mutual had an average NAIC complaint score of 3.1 across all lines of business in 2022, which means it received more than three times as many complaints as expected for a company with its market share. Of course, the company had a better complaint ratio in some lines of business than others. For example, it had no reported complaints related to fidelity and surety bonds despite having a share of more than 8% in that market but had a whopping 2,729.11 complaint score for workers’ compensation coverage.^[7]

Features

The Liberty Mutual Mobile app allows users to access identification cards, manage claims or other policy details and more. Liberty Mutual insurance reviews on both Apple’s App Store and Google Play were largely positive, so you are likely to encounter an easy-to-navigate and overall helpful experience on Liberty Mutual Mobile.^[11][12]

Platform	Number of Reviews	Star Rating
App Store	355K	4.8/5
Google Play	134K	4.6/5

Through this mobile app, policyholders can enroll in Liberty Mutual’s usage-based insurance (UBI) program, RightTrack, which uses telematics technology to track your driving behaviors for a 90-day period. If you practice safe driving habits during these 90 days, you can earn a discount that will apply for the life of your car insurance policy.^[13] In J.D. Power’s most recent auto insurance study, Liberty Mutual ranked fourth in overall customer satisfaction regarding UBI thanks to RightTrack.^[5]

In addition, Liberty Mutual provides a car-buying service powered by TrueCar that allows users to access savings opportunities, view a network of certified dealers and see reports that show how much money other drivers have paid for certain vehicles, among other things.^[14]

Pricing

Liberty Mutual’s website lists starting rates for some of its coverage types including $5 per month for renters insurance, $35 per month for condo insurance, $2 per day for umbrella insurance and $325 per year for flood insurance funded through the National Flood Insurance Program (NFIP) and administered by Liberty Mutual.^{[15][16][17][18]}

Keep in mind that Liberty Mutual doesn’t publicly list starting rates for every coverage type it offers and insurance premiums can vary significantly based on factors like your location, personal characteristics, policy details and more. As a result, you may have to reach out to Liberty Mutual directly to receive a more precise quote.

Claims

Liberty Mutual recommends that policyholders file and track their insurance claims through the company’s online claims center or mobile app, although customers can also file claims in person or over the phone if they so choose.^[19] If you have questions regarding the status of a home or car insurance claim you have filed with Liberty Mutual, you can call 1-800-255-2467.^[9]

Liberty Mutual Car Insurance

Along with basic coverage types that should meet your state’s minimum car insurance requirements, Liberty Mutual offers a wide array of optional coverage types that can allow you to customize your policy to best fit your driving habits.

What’s Covered

You may be able to purchase a car insurance policy that includes any of the following coverage types from Liberty Mutual:^[4]

• Bodily injury and property damage liability coverage
• Uninsured motorist coverage
• Personal injury protection (PIP)
• Medical payments coverage
• Comprehensive and collision coverage
• Roadside assistance
• New car replacement or better car replacement
• Rental car reimbursement
• Gap insurance
• Accident forgiveness
• Original parts replacement
• Lifetime repair guarantee
• Deductible fund
• Teachers’ auto insurance
• Mexican car insurance

What Isn’t Covered

Despite the extensive coverage its policies can provide, Liberty Mutual auto insurance will not cover every conceivable source of damage to your car. The following sources of damage will likely be excluded from coverage regardless of what type of car insurance you have:^[20]

• Wear and tear
• Illegal activities
• Racing
• Accidents caused by an unlicensed person driving your car
• Intentional damage
• Acts of war or terrorism
• Commercial activities
• Items stolen from your car (although these should be covered by your homeowners insurance instead)

Liberty Mutual Home Insurance

While Liberty Mutual does not offer as wide an array of coverage types for home insurance as it does for auto insurance, the company should still generally be able to fulfill all of your basic homeowners coverage needs.

What’s Covered

The following coverage types will either automatically come with your Liberty Mutual homeowners insurance policy or may be available as optional add-ons:^[21]

• Dwelling and other structures coverage
• Personal property insurance with the option to upgrade to replacement cost coverage
• Loss of use coverage
• Personal liability and medical payments coverage
• Wind and hail insurance
• Hurricane insurance
• Blanket jewelry coverage
• Water backup coverage
• Inflation protection

What Isn’t Covered

Meanwhile, home insurance from Liberty Mutual generally won’t cover the following perils, although they could be covered if you purchase a separate insurance policy:^[22]

• Earthquakes, landslides and sinkholes
• Floods
• Wildfires
• Termites, rats and other kinds of infestations
• Losses related to a home-based business

Additional Policies Liberty Mutual Offers

See below for an overview of some of the other major types of insurance that Liberty Mutual offers alongside its homeowners and car insurance policies.

Motorcycle

Motorcycle insurance from Liberty Mutual can include liability insurance, collision coverage, comprehensive coverage, medical payments coverage, accident forgiveness, roadside assistance and new bike replacement or better bike replacement coverage. You may be able to save money on your motorcycle insurance policy by bundling it with your home, renters or auto insurance and by following various safety measures.

RV

Liberty Mutual can also provide you with coverage for your recreational vehicle (RV). Like a motorcycle or car insurance policy, an RV insurance policy from Liberty Mutual will typically include an assortment of liability, medical payments and physical damage coverages.

ATV

Liberty Mutual can insure all-terrain vehicles (ATVs), snowmobiles and other kinds of off-road vehicles. ATV insurance policies from Liberty Mutual can include liability, medical payments and physical damage coverage like the other types of vehicle insurance the company offers.

Commercial

Liberty Mutual offers a sizable number of commercial insurance coverage types, predominantly catered to the needs of small businesses. Some of the P&C insurance types that small business owners can buy from Liberty Mutual include the following:^[23]

• BOPs
• Commercial auto insurance
• Equipment breakdown insurance
• Inland marine insurance
• Surety bonds
• Commercial umbrella insurance
• Workers’ compensation insurance

In addition, Liberty Mutual offers specialized insurance packages designed to meet the needs of specific vocations such as contractors, farmers, hospitality workers, manufacturers, medical professionals, realtors, religious leaders, restaurant owners, retailers, wholesalers and more.^[23]

Renters

You can get renters insurance through Liberty Mutual that provides similar coverage to a home insurance policy minus dwelling and other structures coverage. As a result, a standard renters insurance policy should cover damage to your belongings caused by covered perils, additional living expenses if a covered peril destroys your home and medical expenses, repair bills or legal fees if you are held responsible for someone’s injury or damage to their property.

Condo

Condo insurance from Liberty Mutual includes personal property, loss of use and personal liability coverage, along with coverage for the internal structure of your condominium unit. You may be able to get a discount on your premiums by bundling your condo and auto insurance policies together.

Life

Liberty Mutual sells two main types of life insurance: term life insurance that expires after a set period of time and whole life insurance that lasts for the rest of your life. In some states, the company also sells single premium deferred annuities (SPDAs) and fixed indexed annuities (FIAs) that can provide you with a guaranteed source of income during your retirement years in exchange for a single upfront payment.^[24]

Liberty Mutual Discounts

The below tables go over the different kinds of auto and homeowners insurance discounts listed on the Liberty Mutual website that may be able to help you lower your insurance rates.^[25][26]

Auto Insurance Discounts

Discount Name	Description	Discount Category
Homeowner	You will be eligible for a lower car insurance rate if you own your home	Discounts for drivers
Military	Military veterans, active duty personnel and reservists are all eligible for discounted car insurance rates	Discounts for drivers
Early Shopper	Get a car insurance quote from Liberty Mutual before your current policy expires to qualify for this discount	Discounts for drivers
Good Student	Maintain a B average or higher in school to earn this discount	Discounts for drivers
Student-Away-at-School	If your child is away at college and rarely drives a vehicle covered by your policy, you can receive a discounted rate	Discounts for drivers
Claims-Free	Liberty Mutual offers lower rates to drivers who have never filed a car insurance claim before	Discounts for your driving
Violation-Free	Similarly, you’ll receive a more favorable quote if you’ve never committed a moving violation	Discounts for your driving
RightTrack	Just signing up for RightTrack earns you a discount and you could get as much as 30% off your premiums depending on how you drive during the 90-day review period	Discounts for your driving
Multi-Policy	Also known as a bundling discount, this discount applies if you purchase multiple kinds of policies from Liberty Mutual (e.g. both home and auto)	Discounts for your auto insurance policy
Multi-Car	This discount applies if you add multiple vehicles to the same car insurance policy	Discounts for your auto insurance policy
Preferred Payment	You can save money on your premiums by connecting your bank account to an automatic payment system and by paying your premiums for the entire coverage period in no more than two payments	Discounts for your auto insurance policy
Online Purchase	You’ll also be eligible for a discount if you complete the purchase process for your auto insurance policy online	Discounts for your auto insurance policy
Paperless Policy	Your rates may be lower if you opt to receive all documents and bills related to your policy electronically	Discounts for your auto insurance policy

Home Insurance Discounts

Discount Name	Description	Discount Category
Claims-Free	Homeowners who switch to Liberty Mutual will receive lower rates if they haven’t filed a home insurance claim with their previous insurer in the past five years	Discounts for homeowners
Safe Homeowner	After switching to Liberty Mutual, you’ll be eligible for another discount if you go three years without filing a claim	Discounts for homeowners
Early Shopper	Get a home insurance quote from Liberty Mutual before your current policy expires to qualify for this discount	Discounts for homeowners
Newly-Purchased Home	You’ll be eligible for savings on your homeowners insurance premiums after you buy a new home	Discounts for your home
New/Renovated Home	Your rates will also be lower if your home was just built or underwent renovations recently	Discounts for your home
New Roof	Similarly, installing a new roof will make you eligible for a home insurance discount from Liberty Mutual	Discounts for your home
Wind Mitigation	Install features that will minimize the impact of wind on your home and have those features approved during an inspection to qualify for this discount	Discounts for your home
Multi-Policy	Also known as a bundling discount, this discount applies if you purchase multiple kinds of policies from Liberty Mutual (e.g. both home and auto)	Discounts for your home insurance policy
Insured to Value	You’ll receive a lower rate if you insure your home at its replacement cost value, which means buying enough dwelling coverage to completely rebuild your home after a total loss	Discounts for your home insurance policy
Preferred Payment	You can save money on your premiums by connecting your bank account to an automatic payment system	Discounts for your home insurance policy
Paperless Policy	Your rates may be lower if you opt to receive all documents and bills related to your policy electronically	Discounts for your home insurance policy

How Does Liberty Mutual Compare to Other Car Insurance Companies?

Liberty Mutual vs American Family	Liberty Mutual vs Erie
Liberty Mutual vs Esurance	Liberty Mutual vs Gainsco
Liberty Mutual vs Hanover	Liberty Mutual vs Mercury
Liberty Mutual vs Safeauto	Liberty Mutual vs Sentry
Liberty Mutual vs State Auto