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Our take
Liberty Mutual had a strong showing in the 2023 Insure.com Car Best Insurance Companies survey of insurance consumers, coming in close to the top in multiple categories, including ease of service and trustworthiness.
Overall, Liberty Mutual had favorable rankings compared to other auto insurance providers.
Liberty Mutual also received an A credit rating for financial stability from AM Best and a J.D. Power score of 819 for customer service out of a possible 1,000. J.D. Power grades auto insurance companies on state/regional levels – it doesn’t offer national scores – so we averaged the state/regional results to see how the companies did.
Liberty Mutual doesn’t release its rates to the public, so Insure.com’s editors didn’t have the price information needed to rank the company on its Best Car Insurance Companies 2023 list. However, the editors felt the company was worth noting.
Below is Insure.com’s review of the company. It’s based on third-party metrics and an in-depth survey of insurance customers. Find the full methodology here, including an explanation of our survey scores.
Pros and Cons
- Highly rated for ease of service
- Solid customer satisfaction and policy offerings
- Trustworthy
- Claims handling score wasn’t high
- Didn’t rate well for bundling
How Liberty Mutual scores on customer satisfaction
In all, 92% of Liberty Mutual customers reported customer satisfaction with the auto insurance provider. This compares with 96% of customers from Travelers and Erie and 91% from State Farm, giving Liberty Mutual a solid score for customer satisfaction.
Liberty Mutual’s J.D. Power rating was 819 (on a 1,000-point scale) for auto insurance companies in 2022.
| Company | Percent of customers that are satisfied |
|---|---|
| Liberty Mutual | 92% |
| Travelers & Erie | 96% |
| State Farm | 91% |
How Liberty Mutual scores on ease of service
Liberty Mutual took the cake for ease of service – easy access to policy documents – receiving, along with USAA, the highest rating of all auto insurance providers in Insure.com’s survey at 92%. Liberty Mutual received higher rankings than its close competitor, Allstate, at 88%.
| Company | Percent of customers satisfied with the company’s ease of service |
|---|---|
| Liberty Mutual | 92% |
| Allstate | 88% |
| Progressive | 87% |
How Liberty Mutual scores on policy offerings
Liberty Mutual again was a top pick for policy offerings, where it scored a high 90%. USAA led this category with 96% of its customers giving it a high mark. But Liberty Mutual was a solid third, only one percentage point behind Erie Insurance at 91% in our survey. Liberty Mutual ranked higher than other auto insurers, including State Farm, Allstate and Travelers, on this metric in our survey.
| Company | Percent of customers satisfied with the company’s policy offerings |
|---|---|
| Liberty Mutual | 90% |
| State Farm | 87% |
| Nationwide | 84% |
Would current customers recommend Liberty Mutual to others?
Finally, 90% of Liberty Mutual customers said they’d likely recommend it to others. Most companies scored in the 90th percentile in this category.
| Company | Percent of customers who would recommend the company to others |
|---|---|
| Liberty Mutual | 90% |
| Travelers | 96% |
| Geico | 90% |
How trustworthy is Liberty Mutual?
Opposite the recommendation category, most companies in the “most trustworthy category” received scores in the 70th and 80th percentiles. Liberty Mutual’s rating for trustworthiness was stellar, with the company ranking close to the top, proving that customers found the company to be honest and transparent.
| Company | Percent of customers who say they trust the company |
|---|---|
| Liberty Mutual | 83% |
| Allstate | 84% |
| Travelers | 81% |
Do Liberty Mutual customers plan to renew?
Yes, 88% of its customers said they would renew their policies. But more than a few auto insurance companies in the survey outranked Liberty Mutual.
| Company | Percent of customers who plan to renew with the company |
|---|---|
| Liberty Mutual | 88% |
| State Farm | 93% |
| Geico | 92% |
How Liberty Mutual scores on claims handling
For claims handling, Liberty Mutual customers gave it a rating of 53%, which was a lower score than competitors Allstate and Geico. Auto-Owners scored below average on J.D. Power’s claims satisfaction survey at 870/1,000.
| Company | Survey score for claims handling |
|---|---|
| Liberty Mutual | 53% |
| Allstate | 87% |
| Geico | 76% |
How Liberty Mutual scores for discounts
Although Liberty Mutual has high ratings in many other categories, there were many other auto insurers, including State Farm and Progressive, that had higher scores from survey respondents in this category.
| Company | Survey score for discounts |
|---|---|
| Liberty Mutual | 55% |
| State Farm | 77% |
| Progressive | 76% |
How Liberty Mutual scores for bundling home and auto policies
Liberty scored in the lower half of our survey in this category. But it should be noted only a few companies, such as State Farm, did well in this area.
| Company | Survey score for bundling home and auto |
|---|---|
| Liberty Mutual | 28% |
| State Farm | 75% |
| Geico | 25% |
Liberty Mutual car insurance coverages
- Car
- Motorcycle
- Boat and watercraft
- ATV and off-road vehicles
- Recreational vehicle
Liberty Mutual specialty policies
- Antique and classic car
- Umbrella
Liberty Mutual car insurance coverage options
- Collision
- Comprehensive
- Better car
- Rental car
- New car
- Lifetime repair
- Gap coverage
- Teacher’s auto
- Original parts
- 24-hour roadside assistance
- Mexico car insurance
Liberty Mutual car insurance discounts
- Violation-free discount: Save money when you have no history of violations
- Bundle and save: Find savings bundling auto and home insurance
- RightTrack: Participate in Liberty Mutual’s safe driving program
- Early shopper: Start a new policy before your old one expires
- Multi-car discount: Receive a discount for having more than one car insured
- Military discount: Active, retired and reserve members of the military can save
- Preferred payment: Set up automatic payments from your bank
States where Liberty Mutual offers coverage
Company background
Some of the affinity for the company could come from its employees who participate in the company’s Torchbearer program and donate their time and resources to various causes, like fighting food insecurity.
When Liberty Mutual launched more than 100 years ago, in 1912, it was eight more years before it offered its first auto insurance policy. Liberty Mutual’s first home office was in Boston.
In addition to offering auto, property, business and life insurance, Liberty Mutual helped to create an emergency stop switch for escalators and the first battery-powered prosthetic elbow. It expanded to the United Kingdom in 1973, its first location outside of North America. Safeco Corporation became part of its business in 2008 and, more recently, Liberty Mutual also launched its Solaria Labs.
Known for its slogan “Only Pay for What you Need,” Liberty Mutual is available in 29 countries worldwide and is the sixth-largest casualty and property insurer in the world. The company, which has a venture capital arm as well as a lab and global team to develop new products, was included among 100 “Companies that Care” in 2022 by People magazine.
