Liberty Mutual

Liberty Mutual auto insurance is fairly typical in its customer perception among auto insurance policyholders. That is: those that go without an accident or car-related incident with little interaction with customer service representatives tend to like it, while policyholders that are involved in an accident or car-related incident don't. For its features and policy attributes, Liberty Mutual is among the best, offering a variety of services to address everything from the minor repair, such as a cracked windshield, to the major, which its Total Liberty Care Facilities program makes quick work of. However, while many car insurance companies would be wise to emulate its policy features and offerings, they should steer clear of imitating its customer service and claims tracking/reporting features, which are considered among the poorer offered by auto insurers.

Standout Features

• 12-Month Policies
• Total Liberty Care Facilities
• Multi-Policy Savings

Response & Repair:

7.5/10

Liberty Mutual is excellent at getting its policyholders off the road and, if necessary, into a rental car (should their policy include rental car expenses). However, repair and car replacement can prove more problematic. Depending on the region or area the Liberty Mutual policyholder lives in often determines the repair quality and coverage. However, policyholders that live in areas with affiliated Total Liberty Care Facilities do have access to expedited repairs and car replacement services and--Massachusetts withstanding--can receive towing and car repairs at Liberty Mutual-approved facilities without paying anything upfront.

Policy Flexibility:

7.5/10

As mentioned in the introduction, Liberty Mutual stands out for its policy attributes and offerings, which range from simple liability-only to all-inclusive car windshield with direct billing to Liberty Mutual. Also, Liberty Mutual offers 12-month policy agreements, which can greatly reduce fluctuations in premiums. Also, with multiple-policy offerings, policyholders can combine home, life and other policies to simplify payments and services.

Benefits & Discounts:7/10
When it comes to customer service and claims timeliness, Liberty Mutual is found wanting. Contacting a claims adjuster or customer service representative by telephone is, generally, a time-consuming affair with long waits and potential "phone-tree"-like navigation. Reporting a claim can be done online and through a direct telephone line 24 hours a day. Also, though it might be difficult to personally expedite the claims process with one's assigned adjuster, Liberty Mutual policyholders can at least track and manage their claim online.

Customer Service & Claims Timeliness: 8.3/10
Liberty Mutual is fairly standard in the benefits and discounts it offers to its auto insurance policyholders. Multiple-policyholders and good drivers with established histories can expect discounted rates on their car insurance. Unfortunately, Liberty Mutual offers no substantial discounts for good students, military personnel and other affiliated businesses.

Summary: 

Liberty Mutual auto insurance is by no means, sub-standard. Really, it is the standard that most motorists have come to expect from car insurers: long telephone waits, complex and time-consuming mediation and claims adjustment processes and difficulty with obtaining approval for car repairs. For its other insurance-types offered, the mediocre auto insurance benefits might be worth it, but for motorists with no need for home, life, fire or other insurance types, there are several other car insurance companies, such as GEICO, Progressive and eSurance with much more to offer.