Customer satisfaction and claim handling at Liberty Mutual are well-rated, according to the following findings. They don't have the highest customer satisfaction in the auto insurance industry, but the fact that they've kept their high ranking throughout the years is something to be proud of.
Liberty Mutual auto insurance is a good choice for low-risk drivers who want comprehensive coverage and easy-to-use features. Customers who want to manage their insurance plans simply may take advantage of the company's outstanding digital experience. Liberty Mutual is also financially sound enough to pay claims consistently. Customer satisfaction, on the other hand, is low to average. Consider comparing estimates from several other providers to discover the best choice for you if customer service is important to you.
You must examine several things while looking for the finest auto insurance providers. Third-party industry experts like J.D. Power, AM Best, and the National Association of Insurance Commissioners (NAIC) can assist you in determining the strengths and shortcomings of each insurance provider. Liberty Mutual has low to mediocre customer service but strong financial health, according to these evaluations.
According to J.D. Power statistics, Liberty Mutual customer satisfaction has a rating of 821 out of 1,000. Liberty Mutual's score is below average when compared to the industry average of 835. The data from J.D. Power was also incorporated into these star ratings, giving you a sense of the company's reputation in a variety of categories.
First Notice of Loss: 3/5
Estimation of Process: 3/5
Repair Process: 4/5
Claims Servicing: 4/5
Rental Experience: 5/5
Settlement: 4/5
In comparison to the national ranking, Liberty Mutual has a high number of complaints.
Another approach to assess an insurance company's customer service is through its NAIC score. The NAIC publishes the average number of complaints received by a firm in a given year. Liberty Mutual received a score of 3.56, more than three times the national median complaint ratio of 1.
The ability of an insurance carrier to satisfy its continuing commitments and pay genuine claims from policyholders is referred to as its financial strength. AM Best uses a rating methodology to rate insurers based on their financial soundness. Liberty Mutual receives an A rating from this reliable authority, indicating that the firm is financially sound. Keep in mind, however, that this rating is merely a guess and not a guarantee of a company's true financial soundness.
Liberty Mutual provides a variety of auto insurance discounts, including safe driver, vehicle safety, multiple vehicle, student, and bundled policy discounts, as well as extra savings possibilities for retirees, young drivers, returning customers, and new graduates,
This wide variety of discounts helps to offset their higher-than-average prices, which may vary from $130 to $370. Liberty Mutual, on the other hand, distinguishes itself from the competition by providing a pay-by-the-mile auto insurance alternative, which bases prices on clients' base and per-mile rates.
This is one of the areas where Liberty Mutual falls short. To begin with, its NAIC ratio is 1.05, which isn't ideal for a business of its size. The picture appears to be a little brighter on the Better Business Bureau's website, as evidenced by its "A-" rating. Despite this, there are almost 300 reviews, with an average rating of 1.2 out of 5 stars.
Poor customer service is mentioned in several Liberty Mutual evaluations, and the company's J.D. Power rating has dropped to its lowest position. The firm is ranked fourth from the bottom in the 2020 claims satisfaction assessment, with a score of 2 out of 5 stars.
Comparable research on insurance shopping satisfaction yielded a slightly higher result, 3 out of 5 stars. The situation isn't much better at the regional level. In most parts of the United States, Liberty Mutual ranks towards the bottom. Liberty Mutual's ratings are particularly low in the Florida, Central, Southeast, Texas regions, and Mid-Atlantic.
GetHuman has been working for over 10 years on sourcing information about big organizations like Liberty Mutual in order to help customers resolve customer service issues faster. We started with contact information and fastest ways to reach a human at big companies. Particularly ones with slow or complicated IVR or phone menu systems. Or companies that have self-serve help forums instead of a customer service department. From there, we realized that consumers still needed more detailed help solving the most common problems, so we expanded to this set of guides, which grows every day. And if you spot any issues with our Does Liberty Mutual Have the Highest Customer Satisfaction for Auto Insurance? guide, please let us know by sending us feedback. We want to be as helpful as possible. If you appreciated this guide, please share it with your favorite people. Our free information and tools is powered by you, the customer. The more people that use it, the better it gets.