Liberty Mutual Auto Insurance Review

Liberty Mutual offers an easy online quote process and straightforward online resources for understanding insurance policies. Beginner-friendly guides and tools like cost calculators keep customers informed about the coverage options that will best suit their needs. In short, Liberty Mutual lives up to its promise of a quick and painless shopping experience.

However, it’s worth noting that customers who purchased insurance with Liberty Mutual have reported difficulty filing claims. While Liberty Mutual offers first-class service to potential new customers, you may not receive the same level of support after an accident or during repairs — when it matters most. It's still worth getting a quote from Liberty Mutual, thanks to its low rates and wide range of coverage options, but just know that the claims filing process may be a little tougher than with other providers.

The Claim

Liberty Mutual promises that its insurance policies will ease your concerns rather than cause them. Specifically, Liberty Mutual claims to provide a fast and simple quote process that helps you find the coverage types and amounts that best fit your needs — including financial protection from both accident- and non-accident-related incidents.

At the same time, Liberty Mutual advertises multiple car insurance discounts so that your coverage doesn’t break your budget. The ultimate goal? A car insurance policy that gets you the best coverage and service at the lowest possible price.

Is it true?

Yes and no.

According to the J.D. Power 2018 Insurance Shopping Study, Liberty Mutual ranks seventh out of 24 providers when it comes to customer satisfaction during the purchasing experience — outperforming industry giants like State Farm and Progressive. The report indicates that the high ranking is due to solid policy offerings, reasonable pricing, and helpful sales representatives that guide you through the process of buying the right level of coverage.

Its online quote process features an easy-to-navigate interface and simple forms that let you tweak coverage options and costs until you find the perfect plan for your needs. Once you sign up, Liberty Mutual also offers additional tools like a Coverage Compass to help you identify any gaps you may have missed along the way. In other words, Liberty Mutual’s tools guarantee that your insurance policy includes the coverage options that save you money.

That said, when it comes time to file a claim, Liberty Mutual’s reputation for customer satisfaction takes a heavy hit. In an additional study by J.D. Power focusing on overall customer satisfaction with the claims process, Liberty Mutual ranks twenty-first out of the 24 providers. In particular, the company ranks below average when it comes to the quality of its estimation process and claim servicing. User reviews from the Better Business Bureau are less kind — the company earns barely more than a one out of five stars across 260 reviews. While not all of those complaints are related to car insurance, those that are complain of difficulty with filing claims. In short, you can build your policy with Liberty Mutual in a snap, but actually using it may be far more difficult than the company lets on.

Product Overview

Best for

People who want a straightforward quote process, or families with student drivers

Not for

People who want more support during the claims process

Features

Price
Quotes differ from person to person
Standout features
Simple online quote process and helpful resources
Diverse range of policy and coverage options
Agents available in all 50 states
24/7 claims center
In business since
1912
Discounts
New to Liberty Mutual discount
Vehicle discounts for safety features like anti-theft devices and anti-lock brakes
Hybrid vehicle discount
Multi-car discount
Teen driver discount
Good student discount
Newly married discount
Newly retired discount
J.D. Power 2017 Auto Claims Satisfaction Study rating
841/1,000
(Below industry average)
Moody's rating
A2
A.M. Best financial strength rating
A

Discounts for families

Liberty Mutual is particularly attractive for families with students. Beyond an extremely rare teen driver discount, it also offers discounts for student drivers through a Good Student discount, open to policyholders under the age of 25 who maintain a B average in school. Liberty Mutual is also the only one of our top auto insurance companies that provides a deduction for new graduates, which means that the savings you see for being a good student don’t have to end after graduation.

Online resources and quote process

Most people probably have a basic understanding of how auto insurance works, but when it comes to navigating the ins and outs of a policy, it’s easy to feel overwhelmed. Liberty Mutual provides online guides and videos with simple explanations of coverage options to make finding the right policy a breeze. Liberty Mutual's online quote process offers straightforward forms and additional features like a coverage calculator, an agent locator, and even a specific web page dedicated to teens.

Solid coverage options

Liberty Mutual offers a variety of thorough coverage options for the unfortunate case where your car is deemed a total loss. Purchasing a car with an auto loan is fairly common practice, but the value of the car may not cover the entire cost of the auto loan if a major accident occurs. With gap coverage, Liberty Mutual covers the remaining amount you owe on a car, even if it's more than the car's assessed worth. Aside from large-scale coverage, Liberty Mutual also provides rental car reimbursement and roadside assistance for additional peace of mind on the road.

Unique discounts

Liberty Mutual doesn’t offer the most discounts of the auto insurers we looked at, but it does offer a few harder-to-find deductions. If you own a newer hybrid, for example, there’s a pretty good chance that you’ll see sizable savings from Liberty Mutual: The insurer is the only top provider besides Travelers that offers a discount for hybrid vehicles. Newlyweds and the recently retired will also benefit from a price break. Plus, Liberty Mutual offers vehicle discounts for safety features like anti-lock brakes and anti-theft devices, which come standard in many newer cars and may deduct even more from your monthly rate.

Possible drawbacks

No mechanical breakdown coverage

Most new cars come with a factory warranty that covers the breakdown of car parts for a certain period of time or miles — usually three years or 36,000 miles. However, after that period you will be responsible for the cost of repairs unless you purchase a separate extended car warranty or mechanical breakdown insurance. Liberty Mutual doesn’t offer breakdown insurance, which means you’ll have to look elsewhere if you want coverage for repairs that aren’t related to collisions or outside sources.

Claims satisfaction

Filing claims with Liberty Mutual may be more complicated than the simple quote process would suggest. Customers have complained of a less supportive claims process, which means more effort on your end to ensure that you get the coverage you paid for. Liberty Mutual falls near the bottom of 24 providers ranked in J.D. Power’s Claims Satisfaction survey. With a score of 841 out of 1,000, it pales in comparison to State Farm’s 865 and Amica’s 901.

The Competition

Liberty Mutual
Allstate
Amica
Our review
Our review
Our review
A.M. Best financial strength rating
A
A+
A++
J.D. Power 2017 Auto Claims Satisfaction Study score
841/1,000
864/1,000
901/1,000
Supplemental coverage options
10
12
9
Number of discounts
12
11
15
Online claim filing
24/7 support

Liberty Mutual vs. Allstate

If Liberty Mutual’s low claims satisfaction gives you cause for concern, we recommend taking a closer look at Allstate, another provider with nationwide coverage, simple policy management, and tools and resources to make filing claims painless. Allstate provides step-by-step guides for filing a claim after an accident (with worksheets to help you collect and organize claim information) and other extensive learning materials to make sure you’re prepared for whatever speedbumps you encounter on or off the road. Plus, Allstate includes many of the same discounts as Liberty Mutual, such as savings for safety features and good students. While it doesn’t have Liberty Mutual’s deduction for recent graduates, Allstate does provide one for students away at school who won’t be regularly driving a vehicle, making both companies solid choices for families with students.

Liberty Mutual vs. Amica

If customer service is priority for your auto policy, Amica Mutual is hard to beat. It earned the top spot in J.D. Power’s 2017 Claims Satisfaction survey with a score of 901 out of 1,000. Claim filing is arguably the most important part of your auto policy, and we’re confident that Amica delivers on this point. Amica does tend to offer more expensive policies than Liberty Mutual, although with 15 opportunities for a price break, you may be able to cut back on your premium. We recommend getting quotes from multiple providers to compare, and Amica is worth adding to the list.

Liberty Mutual FAQ

Does Liberty Mutual have accident forgiveness?

Yes, Liberty Mutual is one of a handful of auto insurers who offer accident forgiveness. You won’t find this coverage with Progressive, Allstate, Amica, State Farm, or Esurance. By adding this to your policy, your price won’t go up after your first accident. The coverage is only available to car owners who are accident-free for five years.

Does Liberty Mutual cover rental cars?

You’ll have to check your individual policy, as this varies by state. Sometimes, Liberty Mutual’s comprehensive, liability, and collision coverage will extend to your rental car. In these instances, it’s best not to add additional coverage from the rental agency. Liberty Mutual does also offer rental car reimbursement in instances where an accident requires you to temporarily rent a car.

What states is Liberty Mutual available in?

With available agents in all 50 states as well as a 24/7 claims department, you’ll be able to reach a Liberty Mutual representative quickly and easily. Whether you have questions about your policy, need an update on your claim or repairs, or simply want more details about coverage options, an agent will be ready and waiting to address your needs.

The Bottom Line

Liberty Mutual offers a streamlined quote process that makes finding the right policy and coverage level quick and easy. Additional resources like online guides and videos will walk you through insurance terms and coverage options to help you make informed decisions about your purchase. Though its claims satisfaction scores are far lower than competitors, it’s still worth getting a quote as you search for an auto insurance provider.