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Liberty Mutual

Reviewed
June 2013
by ConsumerSearch

Pros
  • 24-hour repair service
  • Wide range of discounts
  • Solid online resources
Cons
  • Mixed reviews for claims and service
  • Lacks some common policies

Bottom Line

Liberty Mutual is a major player in the home-insurance market, and experts say competitive rates and online tools make it worth a look for renters in particular. The company offers a good range of discounts and add-ons, too. However, homeowners give claims experiences and customer service mixed reviews, and some common coverage types aren't available.

Claims

Speedy, 24-hour repairs. In a nationwide survey, Liberty Mutual homeowner insurance customers are generally happy with agent availability and speed of payments after claims. They give damage estimates average marks. Policyholders report slightly better experiences in another survey, saying estimates and repairs were mostly hassle-free. Expert reviewers are particularly complimentary of the company's 24-hour repair service, which can help with emergency fixes in the wake of a disaster no matter when it occurred. As with most major insurers, some customers complain of problems getting claims paid in individual reviews. Coverage is available nationwide.

Policies

Mixed reviews for service. Customers report uneven experiences with Liberty Mutual's customer service, rating it highly in some surveys and poorly in others. Homeowners insurance premiums get average marks. Expert reviewers praise the company's extensive range of homeowner discounts, renter discounts and add-on policies, but they say some crucial types of coverage are missing, including certain policies for older homes and commercial farms and ranches. The company's website earns kudos for its quote tool and support options, which include online chat. Customers can do business online, over the phone or with local agents, and they can report claims 24 hours a day.

Our Sources

1. ConsumerReports.org

The staff of ConsumerReports.org rates 15 major home insurers. The ratings are reliable and unbiased, and are based on customer surveys that focus on satisfaction with the company's estimate of damages, agent availability and speed of payment. However, unlike other products, there are no in-depth reviews of the insurers.

Review: HomeownersCar Insurance Ratings, Editors of ConsumerReports.org, Not dated

2. J.D. Power & Associates

Liberty Mutual receives a score of 2 out of 5, a below-average score, for overall customer satisfaction in these nationwide homeowners insurance rankings. It receives 3 out of 5 for policy offerings and billing and payment, but 2 out of 5 for pricing and contacting the insurer.

Review: 2012 U.S. National Homeowners Insurance Study, Editors of J.D. Power and Associates, Sept. 27, 2012

3. J.D. Power & Associates

Liberty Mutual receives a score of 3 out of 5, an average score, for overall customer satisfaction in these nationwide homeowners insurance claim rankings. It receives 4 out of 5 for first notice of loss, estimation process and repair process. It receives 3 out of 5 for service interaction and settlement.

Review: 2013 Property Claims Satisfaction Study, Editors of J.D. Power and Associates, April 1, 2013

4. Reviews.com

Liberty Mutual earns 5 stars out of 5 in rankings of major home insurers, earning praise for its discounts, online quote tool, 24-hour repair services, mobile app and varied customer-support venues. However, the company has lower financial-strength ratings than competitors and lacks some coverage options, editors note.

Review: Liberty Mutual Review, Editors of Reviews.com, Updated June 19, 2013

5. Reviews.com

Editors say Liberty Mutual offers competitive renters insurance quotes and a range of renter-specific discounts. An online calculator helps renters get a grip on the coverage they really need, they say. A mobile app and online chat are also praised.

Review: The 3 Best Renters Insurance Companies, Editors of Reviews.com, March 28, 2013

6. Insure.com

Liberty Mutual receives 4 out of 5 stars overall, 4.5 in claims processing and 4 in customer service in these rankings of major home insurers. It receives 3.5 stars for value. Eighty-two percent of customers say they will renew their policies.

Review: Best Insurance Companies: Customer Satisfaction Ratings for 2013, Editors of Insure.com, Not dated

7. FindTheBest.com

Liberty Mutual earns 75 out of 100 points in this ranking of home-insurance companies based on a combination of expert ratings, financial strength and customer complaint ratios. The company scores well for its average premiums but a bit lower for customer service and financial strength.

Review: Compare Home Insurance, Editors of FindTheBest.com, Not dated

8. TopTenReviews.com

Liberty Mutual is first in this ranking of eight major home insurers, earning 9.4 out of 10 points overall. The company fares best in scores for ease of use, industry ratings and help and support, but slightly lower for its range of services.

Review: 2013 Homeowners Insurance Comparisons , Editors of TopTenReviews.com, Not dated

9. Viewpoints.com

Liberty Mutual earns 64 out of 100 points based on more than 144 reviews. The company receives 3 out of 5 for customer service and available plans. However, ratings also include auto and life insurance. While many reviewers praise prices and service, some say they had issues getting claims paid.

Review: Liberty Mutual Insurance Reviews, Contributors to Viewpoints.com, As of June 2013

10. Epinions.com

Liberty Mutual earns 2 out of 5 stars in more than 20 reviews. While some customers were happy with low rates and service, several report problems with getting claims paid.

Review: Liberty Mutual Insurance Group - Home, Contributors to Epinions.com, As of June 2013

Homeowners Insurance Runners Up:

Auto-Owners

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3 picks including: Epinions.com, J.D. Power & Associates…

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