Available in all 50 states for auto insurance
Wide variety of insurance products for easy bundling
Strong financial rating (A "Excellent" from AM Best) and above average customer satisfaction rankings
Highly rated mobile app for claims and policy management
Below average rankings on J.D. Power's Auto Claims Satisfaction survey
Received nearly twice as many complaints as expected compared to other companies in the market, according to the National Association of Insurance Commissioners
Declining customer satisfaction scores and market share in recent years
We have used Liberty Mutual for the past 4 years and they have been nothing less than excellent. Their customer service representatives are knowledgeable, always with a wonderful demeanor, responsive to the issues I have called about, and most of all they listen. Without exception, when I hang up, I know that the situation has been resolved. I never have had to make a followup call.
My car was totaled on Monday by an uninsured motorist and by Friday Liberty Mutual had paid off my loan and deposited the remainder in my checking account. I am very pleased with the service from Liberty Mutual Insurance.
Customer service is always easily reachable. I use the phone or email. They are helpful with accidents. One time my husband had someone rear end him on the highway. We tried to get the other person's insurance cover, but was always a delay. Thus kept us waiting to get the vehicle fixed. Liberty Mutual had us go ahead and fix the vehicle, they took care of the bill and went after the other insurance company afterwards. One slight negative is whenever we make an adjustment on the car insurance we get new insurance cards mailed out whether or not they are needed, I think just adds to the cost of the insurance. They offer many ways to pay the bill.
I would really recommend for Liberty Mutual to take better time and deeper thought before they just make any decision. There was a miscommunication and I caught the issue, but when I called LM, I got the run-arounds and to where the phone would ring constantly and you talk about frustrated!!! They promptly took fault for a fender bender that was NOT my fault. When someone turns left into your car when they turned off of their street driveway as your fault is beyond me. Technically, I look at it as though they got had. Yes, LM's rate have skyrocketed ridiculously-- along with all else, I suppose, but I have no other real problem with this company. They also just need to make it a little easier to get through to someone when we call in to them.
Up until now I have been satisfied with them, If I would have known that I could have gotten cancelled for using my towing three times in three years I would have used my AAA. They cancelled me for something that I did not know anything about. I was with them for three or years. They need to inform customers about this.
When I was shopping for insurance I found Liberty Mutual's prices to be better than anywhere else. So, I got in and started a policy. Well, we started with 5 vehicles, and now we're down to 4 because we sold one. I would expect my premium to drop, right? Nope. Went up. LOL. Talked to an agent and he had to be one of the most rude, condescending people I've ever talked to on the phone. AND, he hung up on me when I was trying to get him to review my policy and see if there is anything he could do. I very much do NOT recommend these guys. Funny commercials, but customer service is pathetic. I'm moving on to someone else, even if it costs me more.
More expensive than everyone else. And they raised my rates twice in less than a year. I have a perfect driving record going all the way back to when I first got my license at 16 yrs old. I have no accidents, no tickets, no arrests, and my insurance has never lapsed. But, they raised my rates Twice and NEVER informed me either time. Sneaky, underhanded, and spineless actions. S***** company. When I canceled my policy the lady on the phone was so nasty. She even started asking me questions that had ZERO barring on my car insurance. It was weird and creepy. And she was super disrespectful, even yelled at me because I told her I'm switching to Progressive and saving $66 a month, and she Yelled at me. Horrible customer service, horrible rates, and horrible business practices.
Buyer beware. When I switched from AAA to try and save some money, These folks offered to give me the same coverage for less money. Just what I was looking for. Bad idea. Three weeks ago I was taking my wife to work and a cell phone junky ran a red light and took the front end off my truck. My wife was hurt and sent away in an ambulance. To my horror the rep that sold me the policy, got me good. I found out I was saving money but did not get the proper coverage. All i had was liability. No vehicle replacement. No rent a car. not even medical. I was paying for the other driver. I was told to pound sand. I was lied to for a lousy buck. Just to get me to purchase. This is a big lesson learned. People and companies just want to get your money. Honesty does not exist in this company.