Liberty Mutual Company Review

Providing auto insurance coverage for almost 100 years now, Liberty Mutual is one of the oldest and largest car insurers in the country. Before you consider buying car or motorcycle insurance from Liberty Mutual, read the following review. We'll discuss how Liberty Mutual compares to other insurers in terms of policyholder satisfaction, financial ratings, and other criteria.

Overview of Liberty Mutual

Liberty Mutual was founded in 1912 as a worker's compensation insurance group. Two years later, the company began providing auto insurance as well. Currently, the company provides a wide array of insurance products, including home, life, and commercial insurance policies. Liberty Mutual ranked 95th on the Fortune 500 list and has $85.5 billion in consolidated assets. Last year, however, Standard and Poor's reduced Liberty Mutual's financial rating from "A" to "A-" and categorized its outlook as stable. The downgrade is partially a result of Liberty Mutual's recent acquisition of Safeco insurance.

Unique Offerings

Liberty Mutual provides standard car insurance policies with a number of unique features that many carriers either charge extra for or do not offer at all. Some of the more notable features are summarized below.

  • 24-hour claims service. Liberty Mutual policyholders can file a claim over the phone or online any day and at any time.
  • Emergency roadside assistance. Liberty Mutual offers this with every policy for no additional charge. This service does not include towing; that coverage option costs extra.
  • Total Liberty Care facilities. Total Liberty Care (TLC) facilities allow policyholders to have their vehicles appraised (typically within 24 hours after filing a claim) and repaired as quickly as possible. TLC facilities receive direct payment from Liberty Mutual, so you will not have to request reimbursement for the claim.
  • Vehicle locator service. If your car is declared a total loss after you file a claim, Liberty Mutual will help you find a comparable vehicle to replace it.
  • New car replacement program. This program replaces your new vehicle after a total loss without deducting depreciation. Liberty Mutual policyholders with vehicles that are less than one year old and have fewer than 15,000 miles can take advantage of this program.

Policyholder Satisfaction

Liberty Mutual's performance on the J.D. Power and Associates 2008 National Auto Insurance Study was little more than mediocre. Here is a summary of how Liberty Mutual fared in the various categories included in the auto insurance survey.

  • Overall experience: 3/5
  • Policy offerings: 3/5
  • Pricing: 3/5
  • Billing and payment: 3/5
  • Contacting the insurer: 3/5