Is Liberty Mutual the Best Choice for Auto Insurance?

Liberty Mutual Auto Insurance: At a Glance

Liberty Mutual was founded in 1912 to provide workers’ compensation insurance. Since then, the company has grown into a major insurance provider, offering not only business insurance but also auto insurance, life insurance, home insurance, and more.

Today, Liberty Mutual is the fifth-largest global property and casualty insurer, according to the company’s website. Liberty Mutual has approximately 50,000 employees worldwide and operates in 29 countries. It has also won numerous awards, including being recognized by Military Times in its Best for Vets: Employers 2023 awards. PEOPLE Magazine also recognized Liberty Mutual on its list of 100 Companies that Care for 2022.

You may recognize Liberty Mutual for its commercials featuring a memorable emu. LiMu Emu and his buddy, Doug, are sidekicks fighting the crime of overpaying for car insurance. The pair have appeared in Liberty Mutual commercials since 2019.

Is Liberty Mutual a Good Choice for Car Insurance?

Liberty Mutual stands out from other car insurance companies in several ways. In addition to offering more traditional car insurance coverages, the company offers some more specialized options, like antique car insurance and Mexico car insurance. Other insurance offerings, including business, life, pet, and mobile home insurance, mean Liberty Mutual is a practical option if you want to manage all your insurance policies through one company.

Liberty Mutual customer reviews

Liberty Mutual’s customer reviews show mixed feedback. The company has a 4.0-star rating based on nearly 4,000 reviews on its own website, while it holds 3.8 stars on ConsumerAffairs. And on the Better Business Bureau, Liberty Mutual has a 1.1-star rating from more than 1,000 reviews.

Customer feedback spans several different topics. Many reviews praise interactions with Liberty Mutual, including positive interactions with agents — whether that’s helping with car insurance quotes, dispatching roadside assistance, or filing a claim.

One user posted a review on ConsumerAffairs describing a positive experience where Liberty Mutual helped them save nearly 40% on their car insurance. They praised two Liberty Mutual customer service representatives for helping them find the right insurance coverage.

Another reviewer posted on Liberty Mutual’s review platform, describing a positive experience when requesting roadside assistance for a flat tire.

Another reviewer shared positive feedback on ConsumerAffairs, describing how they had been a Liberty Mutual customer for four years and found the company highly responsive and helpful in addressing any issues they encountered.

Liberty Mutual Customer Complaints

Most complaints about Liberty Mutual describe frustration around the customer service experience. Many complaints mention payment issues, problems receiving different answers from different customer service representatives, and frustration with Liberty Mutual’s responses to questions and concerns.

Our research uncovered several customer complaints describing situations where Liberty Mutual canceled a car insurance policy after minor claims. One reviewer posted feedback on ConsumerAffairs describing a situation where their policy was canceled after a spouse’s speeding ticket and a minor scratch on a vehicle.

A separate review on ConsumerAffairs detailed how the reviewer’s family’s auto insurance was canceled in error and with no notification. The reviewer describes making numerous calls to Liberty Mutual to try to fix the situation, but they allegedly received little support or response from the company.

Purchasing a Liberty Mutual Car Insurance Policy

Liberty Mutual offers a fairly simple online quote process and rewards drivers with a discount when purchasing their policy online. Unfortunately, I encountered significant technical difficulties during the quote process and couldn’t review my full quote.

How easy is it to get an auto insurance quote from Liberty Mutual?

The Liberty Mutual quote process is simple and takes about five minutes to complete. Unlike many other insurance companies, I noticed that Liberty Mutual doesn’t request information about past accidents during the quote process. The company also offers the option to look up your vehicle using your license plate or VIN, saving additional time.

Locating the quote request form on Liberty Mutual’s homepage is easy.

As you begin the process, Liberty Mutual advertises that custom car insurance policies purchased online may be eligible for a discount of up to 12%.

Next, Liberty Mutual requests some basic contact information, including your name, address, email, and phone number. Once I entered that information, I was asked to enter some basic information about my vehicle.

Liberty Mutual lets you enter your vehicles using their license plate or VINs. Just enter one number, and the rest of the information about your vehicle will pop up automatically. This time-saving benefit could be very helpful if you’re looking to insure multiple cars.

I bypassed the option to use a plate number or VIN and was able to quickly enter my vehicle’s information, including make, model, trim, and age.

Next, Liberty Mutual asks a few more questions, including some about marital status.

While Liberty Mutual doesn’t ask about past accidents or claims, the company did ask if my insurance had ever been canceled or nonrenewed.

After confirming that I was insured, Liberty Mutual asked me to select the bodily injury liability limits closest to my current coverage. The prompt underneath the question identifying the default limits in my state was helpful, and there were five drop-down limit options to choose from.

Next, I was asked to choose my desired coverage start dates. Start dates were available as soon as the next day.

At the end of the quote process, Liberty Mutual highlighted the discounts that had been automatically applied to my quote.

Once I clicked the “Looks good” button, Liberty Mutual calculated my quote, bringing me to a loading screen.

This is where I ran into trouble. When I first submitted a quote request, that “calculating your savings” page seemed to load endlessly and never progressed to the quote results. I allowed the page to run for 10 minutes without seeing any of my results.

I was never able to retrieve my quote results, either. Liberty Mutual allows you to use your email address and quote number to retrieve a saved quote, but I never received an email.

So, I tried the process again, but with the same results. For three days, I ultimately completed the quote request process six times. I used three different browsers, all with the same results.

On the third day and my last attempt, the final screen ultimately timed out, and I did receive an email. However, when I used the email and quote number to attempt to retrieve my quote, I received the below message notifying me that the system had encountered a glitch.

It appears that Liberty Mutual’s quote process was experiencing technical issues during the three days I was trying to get my quote, and my experience may not be representative of the quote process most of the time. However, I was never able to receive a quote over the course of several days. Very frustrating.

Can you purchase a Liberty Mutual policy 100% online?

Liberty Mutual allows and encourages you to purchase a car insurance policy entirely online, even offering a discount for online insurance policy purchases. The company also mentions the ability to customize your car insurance policy. Still, since I couldn’t retrieve my quote results, I can’t speak to those customization options.

What types of coverage does Liberty Mutual offer?

Unfortunately, since I couldn’t access my quote, I can’t provide details on the types of coverage offered during the quote process.

However, using Liberty Mutual’s list of coverage options on its website, we can highlight the types of coverage available to drivers, whether it’s included after a standard quote or not.

Liberty Mutual offers a comprehensive selection of car insurance coverages, including:

• Collision
• Comprehensive
• Gap coverage
• Medical payments
• Uninsured motorist
• Personal injury protection
• Bodily injury liability
• Property damage liability

In addition to those standard coverages, Liberty Mutual offers some more specialized, unique products that genuinely allow drivers to customize coverages to suit their needs:

• Liberty Mutual deductible fund (pay an extra premium to reduce your deductible by $100 each year you go accident-free)
• Lifetime repair guarantee
• New car replacement insurance
• Better car replacement insurance
• Rental car reimbursement
• Roadside assistance
• Original parts replacement
• Teachers’ auto insurance (extra protection for teaching materials)
• Mexico car insurance (required for vehicles traveling across the border to Mexico)
• Antique and classic car insurance

I also have to praise Liberty Mutual’s efforts to provide detailed information about each type of coverage. Clicking on the coverage option from this main webpage briefly describes each coverage type in detail. Clicking on the “See coverage” button redirects you to another page dedicated to that type of coverage. That page includes plenty of details about the coverage, helping educate drivers about their options so they can better choose the insurance that meets their needs.

This information is much more detailed than what many other companies provide, making Liberty Mutual a helpful resource for drivers, including those who may be just starting to explore car insurance for the first time.

What discounts does Liberty Mutual offer?

Liberty Mutual advertises 13 car insurance discounts to save policyholders money. They include:

• Homeowner
• Military
• Early shopper
• Good student
• Student-away-at-school
• Claims-free
• Violation-free
• RightTrack program
• Multi-policy
• Multi-car
• Preferred payment
• Online purchase
• Paperless policy

While many discounts are relatively standard, the student-away-at-school discount is a less common option. Parents may be eligible for a discount if their insured student is away at college and only occasionally drives the family’s vehicles when home. No potential discount amount is specified.

Liberty Mutual offers up to a 10% discount for buying customized car insurance online. Still, that discount isn’t available in California, New York, Hawaii, Montana, Wyoming, North Dakota, South Dakota, Alaska, or North Carolina.

What other types of insurance does Liberty Mutual offer?

In addition to car insurance, Liberty Mutual offers many other insurance products:

• Home
• Renters
• Condo
• Landlord
• Mobile home
• Flood
• Umbrella

The company also offers small, midsize, and comprehensive business insurance.

Does Liberty Mutual offer auto & home insurance bundling?

Yes, Liberty Mutual offers auto and home insurance bundling. Bundling is also available for renters and condo insurance.

Other Liberty Mutual Products, Services, and Perks

You’ll find several different types of specialty insurance available at Liberty Mutual. In addition to life and identity theft insurance, Liberty Mutual also offers pet insurance. While accident, critical illness, and tuition insurance options are listed, the website states that those types are currently unavailable.

Liberty Mutual RightTrack

Liberty Mutual’s RightTrack is a telematics program that can help good drivers earn discounts. Liberty Mutual advertises that drivers will instantly receive a 10% discount when they enroll in the program, and drivers who complete the program could save up to 30%, according to the company’s website.

Drivers must download the Liberty Mutual Mobile app to participate in the program. The app tracks driving habits for 90 days and observes behaviors like braking, acceleration, and nighttime driving. After 90 days, the app calculates a driver’s score, which influences the discount amount. But beware — drivers who demonstrate risky driving habits may see their car insurance rates increase.

RightTrack can reward good drivers with savings but could also lead to higher rates, so it’s important to weigh the pros and cons before enrolling. The fact that the evaluation period is temporary is a nice perk, but Liberty Mutual doesn’t provide any information on whether or when drivers can apply to have their driving re-evaluated.

Customer feedback on Liberty Mutual RightTrack is mainly negative. One user posted a review on the Google Play store describing a negative experience after using the app for 90 days.

Another review on ConsumerAffairs explained that after enrolling in the program, their 10% discount was removed, and they ultimately paid more for their car insurance than they did initially.

Liberty Mutual Customer Service

I called Liberty Mutual’s customer service number on a Friday morning and waited about three minutes to speak with a customer service representative. Liberty Mutual does not offer any customer service chat function, and no email address is provided to contact the company, either.

When it comes to customer service reviews, policyholder testimonials primarily describe a negative customer service experience. Many reviews describe receiving conflicting information from multiple customer service representatives. Other common complaints include difficulty getting responses from representatives and resolving errors (particularly around payments) that Liberty Mutual made.

A review on ConsumerAffairs describes an experience with a Liberty Mutual agent who was overly pushy when trying to sell insurance coverage.

Another review on ConsumerAffairs shared several issues when adding a vehicle to the reviewer’s Liberty Mutual insurance policy.

Liberty Mutual Claims Process

Liberty Mutual describes a “fast and simple” claims filing process that takes 10 minutes to complete. Drivers can file a claim online 24/7 or download Liberty Mutual’s mobile app and file a claim through the app. Liberty Mutual notes that in some cases, drivers may be able to submit photos of damage rather than having an insurance estimator come out to see the vehicle.

While Liberty Mutual advertises a fast and simple claims process, customer reviews overwhelmingly suggest that the claims process is much more involved. Many reviews describe situations where claims were denied or were long and drawn out. Reviewers also frequently stated they had difficulty reaching claims agents and getting those agents to call them back.

One review on the Better Business Bureau describes several issues with a claims process, including difficulty communicating with agents and a claim that Liberty Mutual denied.

Another user posted a review with the BBB describing an unsatisfactory claims process. The reviewer was transferred to a second claims agent during the claims process and described trouble getting a resolution to their claim.

Liberty Mutual’s Mobile App

The Liberty Mutual mobile app is available for iOS and Android. It allows you to access and save your ID cards to your phone, request roadside assistance, file and track claims, enroll in Autopay, update billing preferences, and pay bills.

The app has a 4.7-star rating on Google Play and a 4.8-star rating on the Apple App Store. While the app’s ratings are strong, many recent customer reviews complain about functionality issues.

A recent Google Play review details several issues with the app, including frequent crashing and issues with loading once logged in.

Many reviews focused on issues with the app’s telematics tracking. A recent Apple App Store review describes problems with the app accurately tracking the user’s driving habits.

Bottom Line: Is Liberty Mutual Car Insurance Right for You?

When shopping for car insurance, finding a company that’s a good fit for your needs is essential. Only you can decide whether Liberty Mutual is the right company for you, and it’s critical to consider the pros and cons that come with insuring your vehicle with Liberty Mutual.

Where Liberty Mutual stands out

Liberty Mutual offers unique discounts that may appeal to drivers looking to save money. Several of these discounts, including student-away-at-school and military discounts, aren’t standard. The company’s RightTrack program can help good drivers save even more on their car insurance, and simply purchasing a policy online can help you to save, too.

Where Liberty Mutual falls short

Liberty Mutual’s customer service and claims processes need improvement, including for most customers who have reviewed the company. The lack of a customer service chat function is a downside for many users. While every insurance company will undoubtedly receive some negative reviews, the reviews concerning Liberty Mutual’s claims and customer support are overwhelmingly negative.

Liberty Mutual is best for drivers who…

Liberty Mutual may be the best fit for good drivers who want to save money on their insurance. The company’s RightTrack program tracks driving habits for 90 days, and drivers get a 10% discount just for signing up for the program. Drivers demonstrating excellent and safe driving habits during the program may be able to save even more.

The company’s unique coverages, like pet or classic car insurance, may also appeal to drivers looking for more specialized insurance types. The ability to bundle auto insurance with homeowners, renters, or condo insurance may also appeal to drivers who want to bundle all their insurance products with one company.

Popular Liberty Mutual Alternatives

Being one of the more well-known car insurance companies out there, Liberty Mutual has its fair share of direct competitors. Some popular alternatives to Liberty Mutual include:

• GEICO
• State Farm
• Progressive
• Nationwide
• Allstate
• Farmers
• Travelers

Liberty Mutual Auto Insurance FAQs

Want to know more about Liberty Mutual? Below are some of the most common questions asked about the company by drivers like you.

Is Liberty Mutual a reliable insurance company?

Yes, Liberty Mutual is a reliable and well-known insurance company, but customer reviews are mixed. Some customers are highly satisfied with their insurance purchase and claims processes, while others describe receiving conflicting information from different agents and difficulties with the claims process.

Does Liberty Mutual have the cheapest car insurance?

Car insurance rates depend on many factors, including your vehicle’s value, coverage choices, and driving history. Liberty Mutual does offer several discounts — including discounts available through its RightTrack program — that can help you to save money. The best way to find the cheapest car insurance is to shop around and compare quotes from multiple insurance providers.

Is Liberty Mutual actually good?

Liberty Mutual can be a good choice for drivers looking for some of the more unique coverages it offers, and good drivers may be able to save more money with the company’s RightTrack telematics program.

Is Liberty Mutual good at paying claims?

Liberty Mutual advertises a “fast and simple” claims process, but customer reviews overwhelmingly describe long and complicated claims processes with limited communication from claims agents.

Is Liberty Mutual hard to deal with?

Liberty Mutual offers various online resources, including a mobile app, that allows you to get an insurance quote, buy insurance, file a claim, and track the claim’s progress. Customer service is only available by phone, and reviewers describe varying degrees of satisfaction with the customer service process.