This review will analyze the JD Power ratings & numerical scores for Liberty Mutual auto and homeowners insurance, in all the JD Power claims & customer satisfaction studies where the company was included in the last few years, to see if its JD Power ratings truly reflect the quality of the claims & customer service for the company. This review will show you if Liberty Mutual auto and/or home insurance has a better-than-average, average, or below-average performance in JD Power studies from 2012-2016, and how Liberty Mutual compares to leading competitors, like State Farm, Metlife, Progressive, GEICO, Allstate, Hartford, American Family, Travelers, Farmers etc. in these JD Power auto & homeowners insurance claims & customer satisfaction studies.
The detailed information in this review and my review of the auto & homeowners insurance complaint record for Liberty Mutual, compares Liberty Mutual auto & home insurance to the industry average and competing companies for customer service, claims handling performance, and insurance rates, but if you don’t want to read all the details, you can scroll down to my review summary below in section #6 to see if Liberty Mutual is average, better than average, or worse than average, based on its performance in recent JD Power studies.
Why you need to read this review
You need to know more than the overall satisfaction ratings for an insurance company published by JD Power in its annual press release for each of its insurance studies.
Here’s why:
Liberty Mutual received the rating of three power circles (about average) for Overall Auto Insurance Customer Satisfaction in the North Central region of the 2015 JD Power U.S. Auto Insurance Customer Satisfaction Study, but for the factor of Claims in this 2015 region study, Liberty Mutual received the lowest rating of two power circles. Is a company really about average for auto insurance customer satisfaction if its customers give it a below average rating for handling auto insurance claims?
It’s important to know how Liberty Mutual performed in each category (called factors by JD Power) in a study, such as Billing & Payment, Service Interaction, Rental Car Experience, Pricing, Claims Settlement, Repair process, etc., which make up its total score, because you may not get the above-average service you expect, from a company rated four power circles (better than most) or five power circles (among the best) for overall satisfaction, if it received the lowest rating of two power circles for important factors measuring its rates, customer interaction, or claims service.
I’ll show you the Liberty Mutual factor ratings from the latest JD Power studies, but even more important than factor ratings is the company’s point score in each study.
I’ve been writing auto & homeowners insurance company reviews & evaluating each company’s performance in the annual JD Power customer & claims satisfaction studies for more than five years now, looking at each insurance company’s JD Power study scores over time and comparing them to competing companies. Knowing each company’s actual score, instead of just its JD Power ratings for overall satisfaction, is important to see if a company is really performing better or worse than other companies.
Here are two examples of why point scores matter:
In the California region of the 2015 JD Power U.S. Auto Insurance Customer Satisfaction Study, Liberty Mutual & GEICO both rated three power circles (about average) for overall auto insurance customer satisfaction, but GEICO scored 27 points (2.7%) higher than Liberty Mutual, showing GEICO provides a higher level of satisfaction than Liberty Mutual, in spite of GEICO & Liberty Mutual having the same JD Power rating.
In the Southwest region of the 2015 JD Power U.S. Auto Insurance Customer Satisfaction Study, State Farm scored only 4 points (on a 1,000 point scale) higher than Liberty Mutual, but State Farm received the highest rating of five power circles (among the best) for overall auto insurance customer satisfaction, and Liberty Mutual rated lower at three power circles (about average) for overall auto insurance customer satisfaction, even though State Farm & Liberty Mutual scored close enough to say they provide about the same level of auto insurance customer satisfaction.
In an industry like insurance, where customer dissatisfaction is common, a company scoring 1% or more above the average or a competitor is more likely to provide better service, but there is little difference among companies scoring within a few points of each other, no matter their overall satisfaction rating from JD Power.
A higher scoring insurance company, about 1% (10 points) or more above the study average, in the most recent JD Power insurance studies is a good sign, but you also want to look at the study scores over the last few years, to see if the company consistently scores well over time, to indicate whether you can expect the same level of customer & claims satisfaction now. A long history of high or low scores each year means an insurance company’s level of customer &/or claims satisfaction is more reliably good or bad.
In this review, I’ll provide the data, but I’ll also analyze the scores for Liberty Mutual compared to other leading insurance companies & the industry average, so it will be easy for you to see if Liberty Mutual is performing average, better than average, or worse than average, and which companies perform better or worse than Liberty Mutual.
Ignoring a few outlying performers, most companies score in a range from 75% to 85% in JD Power insurance studies each year. So, with the exception of a few consistently good and a few consistently poor performing companies, most companies do not differ with a great deal of significance, in the level of auto or homeowners claims & customer satisfaction they provide. This is why it’s important to shop with all auto & homeowners insurance companies available to you, for the coverage meeting your needs. If you shop with enough companies, you will see some companies charge twice as much as others for the same level of coverage.
Since price is a consideration in many of the JD Power insurance studies, it may mean a higher scoring company has a competitive rate for you. But if a company scoring slightly below average saves you hundreds of dollars each year, for the same level of coverage as higher scoring companies, it may not be worth it to pay a lot more for a company scoring only 2-3% higher in customer or claims satisfaction.
For a quick comparison of Liberty Mutual to other companies, this review on my website here, allows you to see at a glance if Liberty Mutual consistently performs better than average, average, or worse than average for customer service, claims, and pricing, and compares Liberty Mutual to over 40 other U.S. auto & home insurance companies.
If you find this review or my other reviews useful, please like them on Facebook & share the link to my reviews or my site with your friends & family through social media. Bookmark this page for updates, as new JD Power studies are published each year.
Liberty Mutual JD Power Auto & Home Insurance Ratings for 2012, 2013, 2014, 2015, & 2016
This part of the review will analyze the JD Power ratings & numerical scores for Liberty Mutual auto & homeowners insurance, in all the JD Power insurance studies where the company was included in the last few years, to see if its JD Power ratings truly reflect the quality of the claims & customer service for the company.
I’ll compare the numerical scores (instead of the power circle rating) for Liberty Mutual auto & home insurance, to the industry average and the scores of competing insurance companies, for each JD Power insurance study (2012-2016) where it was rated. Liberty Mutual was included in the following annual JD Power insurance studies:
1. The Annual JD Power Auto Insurance Customer Satisfaction Study
2. The Annual JD Power Auto Insurance Claims Satisfaction Study
3. The Annual JD Power Auto Insurance Purchasing Experience Study
4. The Annual JD Power Homeowners Insurance Customer Satisfaction Study
5. The Annual JD Power Property (Home) Insurance Claims Satisfaction Study
6. JD Power 2012-2015 Auto & Home Insurance Studies Summary for Liberty Mutual
You can scroll down to read my analysis or summaries of the studies most interesting to you.
1. The Annual JD Power Auto Insurance Customer Satisfaction Study
Liberty Mutual is rated in all of the eleven regional studies composing the annual JD Power US Auto Insurance Customer Satisfaction Study. Scroll down to see how Liberty Mutual performed in your state:
California Region (State of CA only)
2015: Liberty Mutual scored 18 points (on a 1,000 point scale) or 1.8% below the 2015 California region average, at 785 out of 1,000 points.
Here is how Liberty Mutual rated in the California region for the five factors used to determine its overall auto insurance customer satisfaction score in 2015:
Policy Offerings: Three Power Circles (about average)
Price: Three Power Circles (about average)
Billing & Payment: Two Power Circles (lowest rating)
Interaction: Three Power Circles (about average)
Claims: Three Power Circles (about average)
Overall Customer Satisfaction: Three Power Circles (about average)
Safeco, Nationwide, 21st Century, and Mercury scored about the same (within 4 points) as Liberty Mutual in the 2015 California Region study.
These companies scored .8% or more higher than Liberty Mutual in the 2015 California Region study (from highest scoring company to lowest scoring company): USAA, Wawanesa, Hartford, Auto Club of Southern California, Ameriprise, State Farm, Esurance, GEICO, Progressive, Allstate, CSAA, and Farmers.
These companies scored 1.7% or more lower than Liberty Mutual in the 2015 California Region study (from highest scoring company to lowest scoring company): Travelers & Infinity.
2014: Liberty Mutual scored 13 points (on a 1,000 point scale) or 1.3% below the 2014 California region average, at 782 out of 1,000 points.
Here is how Liberty Mutual rated in the California region for the five factors used to determine its overall auto insurance customer satisfaction score in 2014:
Policy Offerings: Three Power Circles (about average)
Price: Three Power Circles (about average)
Billing & Payment: Three Power Circles (about average)
Interaction: Three Power Circles (about average)
Claims: Two Power Circles (lowest rating)
Overall Customer Satisfaction: Three Power Circles (about average)
These companies scored 1.3% or more higher than Liberty Mutual in the 2014 California Region study: USAA, Wawanesa, Ameriprise, Auto Club of Southern California, The Hartford, State Farm, and GEICO.
These companies scored .5% or more lower than Liberty Mutual in the 2014 California Region study: Safeco, Nationwide, CSAA/AAA NCNU, Farmers, 21st Century, and Travelers.
2013: Liberty Mutual scored 3 points (on a 1,000 point scale) or .3% above the 2013 California region average, at 780 out of 1,000 points.
These companies scored 1.8% or more higher than Liberty Mutual in the 2013 California Region study: USAA, Wawanesa, State Farm, The Hartford, Auto Club of Southern California, GEICO, and Ameriprise.
These companies scored 1.9% or more lower than Liberty Mutual in the 2013 California Region study: Nationwide, 21st Century, Travelers, Kemper, Farmers, and Infinity P&C.
2012: Liberty Mutual scored 15 points (on a 1,000 point scale) or 1.5% below the 2012 California region average, at 770 out of 1,000 points.
These companies scored 1.6% or more higher than Liberty Mutual in the 2012 California Region study: USAA, Wawanesa, Auto Club of Southern California, State Farm, GEICO, The Hartford, Ameriprise, and Safeco.
These companies scored .9% or more lower than Liberty Mutual in the 2012 California Region study: Nationwide, 21st Century, Farmers, and Infinity P&C.
California Region Auto Insurance Satisfaction Summary: Liberty Mutual scored 1.5% below, .3% above, 1.3% below, and 1.8% below the region average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing worse than average auto insurance customer satisfaction for three of the last four years in California.
Florida Region (State of FL Only)
2015: Liberty Mutual scored 15 points (on a 1,000 point scale) or 1.5% below the 2015 Florida region average, at 814 out of 1,000 points.
Here is how Liberty Mutual rated in the Florida Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2015:
Policy Offerings: Three Power Circles (about average)
Price: Two Power Circles (lowest rating)
Billing & Payment: Three Power Circles (about average)
Interaction: Two Power Circles (lowest rating)
Claims: Five Power Circles (among the best)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
State Farm scored about the same (2 points above) as Liberty Mutual in the 2015 Florida Region study.
These companies scored 1.5% or more higher than Liberty Mutual in the 2015 Florida Region study (from highest scoring company to lowest scoring company): USAA, GEICO, Progressive, Allstate, and Metlife.
These companies scored 1.1% or more lower than Liberty Mutual in the 2015 Florida Region study (from highest scoring company to lowest scoring company): Nationwide, Hartford, 21st Century, Auto-Owners, Travelers, Esurance, and Safeco.
2014: Liberty Mutual scored 11 points (on a 1,000 point scale) or 1.1% below the 2014 Florida region average, at 794 out of 1,000 points.
Here is how Liberty Mutual rated in the Florida Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2014:
Policy Offerings: Two Power Circles (lowest rating)
Price: Two Power Circles (lowest rating)
Billing & Payment: Three Power Circles (about average)
Interaction: Three Power Circles (about average)
Claims: Three Power Circles (about average)
Overall Customer Satisfaction: Three Power Circles (about average)
These companies scored 1% or more higher than Liberty Mutual in the 2014 Florida Region study: USAA, The Hartford, Auto-Owners, Progressive, MetLife, Allstate, State Farm, and GEICO.
These companies scored .7% or more lower than Liberty Mutual in the 2014 Florida Region study: Travelers, Esurance, Safeco, Nationwide, and 21st Century.
2013: Liberty Mutual scored 16 points (on a 1,000 point scale) or 1.6% below the 2013 Florida region average, at 774 out of 1,000 points.
These companies scored 1.4% or more higher than Liberty Mutual in the 2013 Florida Region study: USAA, Metlife, The Hartford, State Farm, Auto-Owners, Allstate, Progressive, and GEICO.
These companies scored 1.4% or more lower than Liberty Mutual in the 2013 Florida Region study: Esurance and Infinity P&C.
2012: Florida did not have its own regional study, and was included in the Southeast region study in 2012 (see below).
Florida Region Auto Insurance Satisfaction Summary: Liberty Mutual scored 1.6%, 1.1%, and 1.5% below the region average each year in the 2013, 2014, & 2015 studies respectively, showing a trend of worse than average auto insurance customer satisfaction in Florida over the last three years.
New York Region (State of NY only)
2015: Liberty Mutual scored 21 points (on a 1,000 point scale) or 2.1% below the 2015 New York region average, at 792 out of 1,000 points.
Here is how Liberty Mutual rated in the New York Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2015:
Policy Offerings: Two Power Circles (lowest rating)
Price: Two Power Circles (lowest rating)
Billing & Payment: Two Power Circles (lowest rating)
Interaction: Two Power Circles (lowest rating)
Claims: Two Power Circles (lowest rating)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
These companies scored .7% or more higher than Liberty Mutual in the 2015 New York Region study (from highest scoring company to lowest scoring company): USAA, State Farm, GEICO, Travelers, Nationwide, Allstate, New York Central Mutual, and Metlife.
These companies scored .5% or more lower than Liberty Mutual in the 2015 New York Region study (from highest scoring company to lowest scoring company): Progressive and Hartford.
2014: Liberty Mutual scored 5 points (on a 1,000 point scale) or .5% below the 2014 New York region average, at 800 out of 1,000 points.
Here is how Liberty Mutual rated in the New York Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2014:
Policy Offerings: Three Power Circles (about average)
Price: Three Power Circles (about average)
Billing & Payment: Three Power Circles (about average)
Interaction: Three Power Circles (about average)
Claims: Three Power Circles (about average)
Overall Customer Satisfaction: Three Power Circles (about average)
These companies scored 1% or more higher than Liberty Mutual in the 2014 New York Region study: USAA, GEICO, State Farm, New York Central Mutual, and The Hartford.
These companies scored .6% or more lower than Liberty Mutual in the 2014 New York Region study: Allstate, Metlife, Nationwide, Travelers, and Progressive.
2013: Liberty Mutual scored 3 points (on a 1,000 point scale) or .3% above the 2013 New York region average, at 779 out of 1,000 points.
These companies scored 2.8% or more higher than Liberty Mutual in the 2013 New York Region study: USAA, New York Central Mutual, and State Farm.
These companies scored 2% or more lower than Liberty Mutual in the 2013 New York Region study: Metlife, Progressive, and Nationwide.
2012: New York did not have its own regional study, and was included in the New England / Northeast region study in 2012 (see below).
New York Region Auto Insurance Satisfaction Summary: Liberty Mutual scored .3% above, .5% below, and 2.1% below the region average each year in the 2013, 2014, & 2015 studies respectively, showing inconsistent auto insurance customer satisfaction over the last three years, with worse than average auto insurance customer satisfaction in the most recent year of 2015, in New York.
Texas Region (State of TX only)
2015: Liberty Mutual scored 40 points (on a 1,000 point scale) or 4% below the 2015 Texas region average, at 792 out of 1,000 points. Liberty Mutual was the lowest scoring company in the 2015 Texas Region study.
Here is how Liberty Mutual rated in the Texas Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2015:
Policy Offerings: Two Power Circles (lowest rating)
Price: Two Power Circles (lowest rating)
Billing & Payment: Two Power Circles (lowest rating)
Interaction: Two Power Circles (lowest rating)
Claims: Two Power Circles (lowest rating)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
These companies scored .5% or more higher than Liberty Mutual in the 2015 Texas Region study (from highest scoring company to lowest scoring company): USAA, Texas Farm Bureau, State Farm, Progressive, GEICO, Farmers, Allstate, and Nationwide.
These companies scored lower than Liberty Mutual in the 2015 Texas Region study (from highest scoring company to lowest scoring company): None.
2014: Liberty Mutual scored 35 points (on a 1,000 point scale) or 3.5% below the 2014 Texas region average, at 785 out of 1,000 points. Liberty Mutual was the lowest scoring company in the 2014 Texas region study, with the next lowest scoring company, Nationwide, scoring 13 points or 1.3% higher than Liberty Mutual.
Here is how Liberty Mutual rated in the Texas Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2014:
Policy Offerings: Two Power Circles (lowest rating)
Price: Two Power Circles (lowest rating)
Billing & Payment: Two Power Circles (lowest rating)
Interaction: Two Power Circles (lowest rating)
Claims: Two Power Circles (lowest rating)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
These companies scored 2.8% or more higher than Liberty Mutual in the 2014 Texas Region study: USAA, Texas Farm Bureau, Allstate, State Farm, GEICO, and Progressive.
These companies scored lower than Liberty Mutual in the 2014 Texas Region study: None.
2013: Liberty Mutual scored 9 points (on a 1,000 point scale) or .9% above the 2013 Texas region average, at 806 out of 1,000 points.
These companies scored .9% or more higher than Liberty Mutual in the 2013 Texas Region study: USAA, Texas Farm Bureau, and GEICO.
These companies scored 1% or more lower than Liberty Mutual in the 2013 Texas Region study: Nationwide and Farmers.
2012: Texas did not have its own regional study, and was included in the Central region study in 2012 (see below).
Texas Region Auto Insurance Satisfaction Summary: Liberty Mutual scored .9% above, 3.5% below, and 4% below the region average in the 2013, 2014, & 2015 studies respectively, showing worse than average auto insurance customer satisfaction over the last two years in Texas.
Central Region (AR, IA, KS, MN, MO, NE, ND, OK, SD) (including TX in 2012 study only)
2015: Liberty Mutual scored 22 points (on a 1,000 point scale) or 2.2% below the 2015 Central region average, at 798 out of 1,000 points.
Here is how Liberty Mutual rated in the Central Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2015:
Policy Offerings: Three Power Circles (about average)
Price: Two Power Circles (lowest rating)
Billing & Payment: Two Power Circles (lowest rating)
Interaction: Two Power Circles (lowest rating)
Claims: Two Power Circles (lowest rating)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
Farm Bureau Mutual scored about the same (one point above) as Liberty Mutual in the 2015 Central Region study.
These companies scored .9% or more higher than Liberty Mutual in the 2015 Central Region study (from highest scoring company to lowest scoring company): USAA, Auto-Owners, Shelter, State Farm, American Family, Allstate, Farmers, GEICO, Hartford, Safeco, Auto Club of Southern California, and Progressive.
These companies scored .9% or more lower than Liberty Mutual in the 2015 Central Region study (from highest scoring company to lowest scoring company): Nationwide and Travelers.
2014: Liberty Mutual scored 20 points (on a 1,000 point scale) or 2% below the 2014 Central region average, at 800 out of 1,000 points.
Here is how Liberty Mutual rated in the Central Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2014:
Policy Offerings: Two Power Circles (lowest rating)
Price: Three Power Circles (about average)
Billing & Payment: Two Power Circles (lowest rating)
Interaction: Two Power Circles (lowest rating)
Claims: Two Power Circles (lowest rating)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
These companies scored 1% or more higher than Liberty Mutual in the 2014 Central Region study: USAA, Auto-Owners, Shelter, State Farm, GEICO, Farm Bureau Mutual, American Family, Safeco, The Hartford, and Allstate.
These companies scored 1.1% or more lower than Liberty Mutual in the 2014 Central Region study: Nationwide and Progressive.
2013: Liberty Mutual scored 19 points (on a 1,000 point scale) or 1.9% below the 2013 Central region average, at 782 out of 1,000 points. Liberty Mutual was the second lowest scoring company in the 2013 Central region study.
These companies scored 2.4% or more higher than Liberty Mutual in the 2013 Central Region study: USAA, State Farm, Auto-Owners, Shelter, American Family, The Hartford, Farm Bureau Mutual, and GEICO.
These companies scored .2% lower than Liberty Mutual in the 2013 Central Region study: Nationwide.
2012: Liberty Mutual scored 39 points (on a 1,000 point scale) or 3.9% below the 2012 Central region average, at 772 out of 1,000 points. Liberty Mutual was the lowest scoring company in the 2012 Central region study, with the next lowest scoring company, Farm Bureau Mutual, scoring 7 points or .7% higher than Liberty Mutual.
These companies scored 4.2% or more higher than Liberty Mutual in the 2012 Central Region study: USAA, Texas Farm Bureau, State Farm, GEICO, American Family, and Shelter.
These companies scored lower than Liberty Mutual in the 2012 Central Region study: None.
Central Region Auto Insurance Satisfaction Summary: Liberty Mutual scored 3.9%, 1.9%, 2%, and 2.2% below the region average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing a trend of below average auto insurance customer satisfaction in the central region states of AR, IA, KS, MN, MO, NE, ND, OK, and SD.
Mid-Atlantic Region (DC, DE, MD, NJ, PA, VA, WV)
2015: Liberty Mutual scored 21 points (on a 1,000 point scale) or 2.1% below the 2015 Mid-Atlantic region average, at 801 out of 1,000 points.
Here is how Liberty Mutual rated in the Mid-Atlantic Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2015:
Policy Offerings: Two Power Circles (lowest rating)
Price: Two Power Circles (lowest rating)
Billing & Payment: Two Power Circles (lowest rating)
Interaction: Two Power Circles (lowest rating)
Claims: Two Power Circles (lowest rating)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
Plymouth Rock Assurance and Nationwide scored the same and about the same (one point above) as Liberty Mutual in the 2015 Mid-Atlantic Region study.
These companies scored 1% or more higher than Liberty Mutual in the 2015 Mid-Atlantic Region study (from highest scoring company to lowest scoring company): USAA, NJM Insurance, Erie, Hartford, State Farm, GEICO, Allstate, Travelers, and Progressive.
These companies scored 2% lower than Liberty Mutual in the 2015 Mid-Atlantic Region study (from highest scoring company to lowest scoring company): 21st Century.
2014: Liberty Mutual scored 27 points (on a 1,000 point scale) or 2.7% below the 2014 Mid-Atlantic region average, at 779 out of 1,000 points. Liberty Mutual was the lowest scoring company in the 2014 Mid-Atlantic region study.
Here is how Liberty Mutual rated in the Mid-Atlantic Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2014:
Policy Offerings: Two Power Circles (lowest rating)
Price: Two Power Circles (lowest rating)
Billing & Payment: Two Power Circles (lowest rating)
Interaction: Two Power Circles (lowest rating)
Claims: Two Power Circles (lowest rating)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
These companies scored 3% or more higher than Liberty Mutual in the 2014 Mid-Atlantic Region study: USAA, NJ Manufacturers, The Hartford, Erie, GEICO, and State Farm.
These companies scored lower than Liberty Mutual in the 2014 Mid-Atlantic Region study: None.
2013: Liberty Mutual scored 33 points (on a 1,000 point scale) or 3.3% below the 2013 Mid-Atlantic region average, at 769 out of 1,000 points.
These companies scored 2.6% or more higher than Liberty Mutual in the 2013 Mid-Atlantic Region study: USAA, NJ Manufacturers, State Farm, Erie, GEICO, The Hartford, Allstate, Nationwide, Progressive, and Travelers.
These companies scored 1.2% or more lower than Liberty Mutual in the 2013 Mid-Atlantic Region study: Plymouth Rock Assurance NJ (High Point) and 21st Century.
2012: Liberty Mutual scored 28 points (on a 1,000 point scale) or 2.8% below the 2012 Mid-Atlantic region average, at 779 out of 1,000 points.
These companies scored 1.2% or more higher than Liberty Mutual in the 2012 Mid-Atlantic Region study: USAA, NJ Manufacturers, Erie, State Farm, Nationwide, Travelers, Progressive, The Hartford, and GEICO.
These companies scored 1.6% or more lower than Liberty Mutual in the 2012 Mid-Atlantic Region study: 21st Century and High Point Insurance.
Mid-Atlantic Region Auto Insurance Satisfaction Summary: Liberty Mutual scored 2.8%, 3.3%, 2.7%, and 2.1% below the region average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing a trend of below average auto insurance customer satisfaction in the Mid-Atlantic region states of DC, DE, MD, NJ, PA, VA, and WV.
North Central Region (IL, IN, MI, OH, WI)
2015: Liberty Mutual scored 4 points (on a 1,000 point scale) or .4% below the 2015 North Central region average, at 804 out of 1,000 points.
Here is how Liberty Mutual rated in the North Central Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2015:
Policy Offerings: Four Power Circles (better than most)
Price: Three Power Circles (about average)
Billing & Payment: Three Power Circles (about average)
Interaction: Three Power Circles (about average)
Claims: Two Power Circles (lowest rating)
Overall Customer Satisfaction: Three Power Circles (about average)
Allstate and Grange scored about the same (two points above) as Liberty Mutual in the 2015 North Central Region study.
These companies scored .8% or more higher than Liberty Mutual in the 2015 North Central Region study (from highest scoring company to lowest scoring company): USAA, Auto-Owners, Nationwide, COUNTRY Financial, Indiana Farm Bureau, Hartford, American Family, State Farm, Erie, Progressive, Farmers, and GEICO.
These companies scored .4% or more lower than Liberty Mutual in the 2015 North Central Region study (from highest scoring company to lowest scoring company): Metlife, Michigan Farm Bureau, Automobile Club Group (AAA), Hanover, and Safeco.
2014: Liberty Mutual scored 9 points (on a 1,000 point scale) or .9% below the 2014 North Central region average, at 807 out of 1,000 points.
Here is how Liberty Mutual rated in the North Central Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2014:
Policy Offerings: Three Power Circles (about average)
Price: Two Power Circles (lowest rating)
Billing & Payment: Three Power Circles (about average)
Interaction: Three Power Circles (about average)
Claims: Three Power Circles (about average)
Overall Customer Satisfaction: Three Power Circles (about average)
These companies scored 1.1% or more higher than Liberty Mutual in the 2014 North Central Region study: USAA, Auto-Owners, State Farm, Grange, Erie, Country, and The Hartford.
These companies scored .7% or more lower than Liberty Mutual in the 2014 North Central Region study: Allstate, Farmers, Automobile Club, The Hanover, and Metlife.
2013: Liberty Mutual scored 13 points (on a 1,000 point scale) or 1.3% above the 2013 North Central region average, at 784 out of 1,000 points.
These companies scored 1.9% or more higher than Liberty Mutual in the 2013 North Central Region study: USAA, Auto-Owners, State Farm, Erie, Michigan Farm Bureau, and The Hartford.
These companies scored .9% or more lower than Liberty Mutual in the 2013 North Central Region study: Auto Club and The Hanover.
2012: Liberty Mutual scored 6 points (on a 1,000 point scale) or .6% below the 2012 North Central region average, at 798 out of 1,000 points.
These companies scored 1.6% or more higher than Liberty Mutual in the 2012 North Central Region study: USAA, Auto-Owners, State Farm, Erie, and Country.
These companies scored 1.5% or more lower than Liberty Mutual in the 2012 North Central Region study: Auto Club, Michigan Farm Bureau, Nationwide, The Hartford, and Farmers.
North Central Region Auto Insurance Satisfaction Summary: Liberty Mutual scored .6% below, 1.3% above, .9% below, and .4% below the north central region average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing inconsistent auto insurance customer satisfaction in the average range for the north central region states of IL, IN, MI, OH, and WI.
New England Region (CT, ME, MA, NH, RI, VT), called the Northeast Region in the 2012 study covering CT, ME, MA, NH, RI, VT, and NY.
2015: Liberty Mutual scored the same as the 2015 New England region average, at 801 out of 1,000 points.
Here is how Liberty Mutual rated in the New England Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2015:
Policy Offerings: Three Power Circles (about average)
Price: Three Power Circles (about average)
Billing & Payment: Three Power Circles (about average)
Interaction: Three Power Circles (about average)
Claims: Four Power Circles (better than most)
Overall Customer Satisfaction: Three Power Circles (about average)
GEICO scored about the same (2 points below) as Liberty Mutual in the 2015 New England Region study.
These companies scored .7% or more higher than Liberty Mutual in the 2015 New England Region study (from highest scoring company to lowest scoring company): USAA, Amica, State Farm, an Allstate.
These companies scored .5% or more lower than Liberty Mutual in the 2015 New England Region study (from highest scoring company to lowest scoring company): Progressive, Hartford, Metlife, Safety, Travelers, Safeco, Nationwide, Plymouth Rock Assurance, Arbella, and MAPFRE-Commerce.
2014: Liberty Mutual scored 10 points (on a 1,000 point scale) or 1% below the 2014 New England region average, at 785 out of 1,000 points.
Here is how Liberty Mutual rated in the New England Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2014:
Policy Offerings: Three Power Circles (about average)
Price: Three Power Circles (about average)
Billing & Payment: Three Power Circles (about average)
Interaction: Two Power Circles (lowest rating)
Claims: Three Power Circles (about average)
Overall Customer Satisfaction: Three Power Circles (about average)
These companies scored 1.7% or more higher than Liberty Mutual in the 2014 New England Region study: USAA, Amica, State Farm, Nationwide, and The Hartford
These companies scored .9% or more lower than Liberty Mutual in the 2014 New England Region study: Arbella, Travelers, Safety Insurance, Metlife, and The Hanover.
2013: Liberty Mutual scored 13 points (on a 1,000 point scale) or 1.3% above the 2013 New England region average, at 782 out of 1,000 points.
These companies scored 1.1% or more higher than Liberty Mutual in the 2013 New England Region study: USAA, Amica, GEICO, State Farm, and The Hartford.
These companies scored 2.7% or more lower than Liberty Mutual in the 2013 New England Region study: Arbella, Plymouth Rock Assurance, The Hanover, MAPFRE-Commerce, Metlife, Travelers, and Safety Insurance.
2012: Liberty Mutual scored 8 points (on a 1,000 point scale) or .8% above the 2012 Northeast region average, at 792 out of 1,000 points.
These companies scored 1.9% or more higher than Liberty Mutual in the 2012 Northeast Region study: USAA, Amica, and New York Central Mutual.
These companies scored 2.3% or more lower than Liberty Mutual in the 2012 Northeast Region study: Travelers, Nationwide, Metlife, The Hartford, Allstate, Plymouth Rock Assurance, Commerce (MAPFRE), Safety, The Hanover, and Arbella.
New England Region Auto Insurance Satisfaction Summary: Liberty Mutual scored .8% above, 1.3% above, 1% below, and the same as the region average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing inconsistent auto insurance customer satisfaction in the average range for New England region states of CT, ME, MA, NH, RI, and VT.
Northwest Region (ID, MT, OR, WA, WY), which was part of the West Region in the 2012 study covering AZ, CO, ID, MT, NV, NM, OR, UT, WA, & WY.
2015: Liberty Mutual scored 59 points (on a 1,000 point scale) or 5.9% below the 2015 Northwest region average, at 758 out of 1,000 points. Liberty Mutual was the lowest scoring company by far, in the 2015 Northwest Region study.
Here is how Liberty Mutual rated in the Northwest Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2015:
Policy Offerings: Two Power Circles (lowest rating)
Price: Two Power Circles (lowest rating)
Billing & Payment: Two Power Circles (lowest rating)
Interaction: Two Power Circles (lowest rating)
Claims: Two Power Circles (lowest rating)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
These companies scored 2.3% or more higher than Liberty Mutual in the 2015 Northwest Region study (from highest scoring company to lowest scoring company): USAA, Pemco, State Farm, Farmers, GEICO, Hartford, American Family, Allstate, Safeco, Progressive, and Nationwide.
These companies scored lower than Liberty Mutual in the 2015 Northwest Region study (from highest scoring company to lowest scoring company): None.
2014: Liberty Mutual scored 28 points (on a 1,000 point scale) or 2.8% below the 2014 Northwest region average, at 784 out of 1,000 points. Liberty Mutual was the lowest scoring company in the 2014 Northwest region study, with the next lowest scoring company, Allstate, scoring points or .5% higher than Liberty Mutual.
Here is how Liberty Mutual rated in the Northwest Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2014:
Policy Offerings: Two Power Circles (lowest rating)
Price: Two Power Circles (lowest rating)
Billing & Payment: Two Power Circles (lowest rating)
Interaction: Two Power Circles (lowest rating)
Claims: Three Power Circles (about average)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
These companies scored 3.4% or more higher than Liberty Mutual in the 2014 Northwest Region study: USAA, PEMCO, The Hartford, State Farm, Mutual of Enumclaw, and American Family.
These companies scored lower than Liberty Mutual in the 2014 Northwest Region study: None.
2013: Liberty Mutual scored 7 points (on a 1,000 point scale) or .7% below the 2013 Northwest region average, at 785 out of 1,000 points.
These companies scored 1% or more higher than Liberty Mutual in the 2013 Northwest Region study: USAA, PEMCO, The Hartford, Mutual of Enumclaw, State Farm, and American Family.
These companies scored .5% or more lower than Liberty Mutual in the 2013 Northwest Region study: GEICO, Nationwide, Safeco, and Farmers.
2012: Liberty Mutual scored 26 points (on a 1,000 point scale) or 2.6% below the 2012 West region average, at 784 out of 1,000 points.
These companies scored 1.3% or more higher than Liberty Mutual in the 2012 West Region study: USAA, State Farm, GEICO, American Family, The Hartford, Progressive, and Allstate.
These companies scored 1.6% lower than Liberty Mutual in the 2012 West Region study: Nationwide.
Northwest Region Auto Insurance Satisfaction Summary: Liberty Mutual scored 2.6%, .7%, 2.8%, and 5.9% below the region average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing a strong trend of below average auto insurance customer satisfaction in the Northwest region states of ID, MT, OR, WA, and WY.
Southwest Region (AZ, CO, NV, NM, UT), which was part of the West Region in the 2012 study covering AZ, CO, ID, MT, NV, NM, OR, UT, WA, & WY.
2015: Liberty Mutual scored 2 points (on a 1,000 point scale) or .2% above the 2015 Southwest region average, at 826 out of 1,000 points.
Here is how Liberty Mutual rated in the Southwest Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2015:
Policy Offerings: Three Power Circles (about average)
Price: Three Power Circles (about average)
Billing & Payment: Three Power Circles (about average)
Interaction: Four Power Circles (better than most)
Claims: Five Power Circles (among the best)
Overall Customer Satisfaction: Three Power Circles (about average)
American Family and GEICO scored about the same (two points below) as Liberty Mutual in the 2015 Southwest Region study.
These companies scored .4% or more higher than Liberty Mutual in the 2015 Southwest Region study (from highest scoring company to lowest scoring company): USAA, Hartford, and State Farm.
These companies scored 1.2% or more lower than Liberty Mutual in the 2015 Southwest Region study (from highest scoring company to lowest scoring company): Progressive, CSAA (AAA), Allstate, Farmers, and Safeco.
2014: Liberty Mutual scored 3 points (on a 1,000 point scale) or .3% above the 2014 Southwest region average, at 820 out of 1,000 points.
Here is how Liberty Mutual rated in the Southwest Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2014:
Policy Offerings: Five Power Circles (among the best)
Price: Two Power Circles (lowest rating)
Billing & Payment: Three Power Circles (about average)
Interaction: Three Power Circles (about average)
Claims: Five Power Circles (among the best)
Overall Customer Satisfaction: Three Power Circles (about average)
These companies scored 1.6% or more higher than Liberty Mutual in the 2014 Southwest Region study: USAA and State Farm.
These companies scored 1.1% or more lower than Liberty Mutual in the 2014 Southwest Region study: American Family, Farmers, Allstate, Progressive, CSAA/AAA NCNU, and Safeco.
2013: Liberty Mutual scored 12 points (on a 1,000 point scale) or 1.2% below the 2013 Southwest region average, at 793 out of 1,000 points.
These companies scored 1.4% or more higher than Liberty Mutual in the 2013 Southwest Region study: USAA, State Farm, The Hartford, GEICO, and American Family.
These companies scored 1.5% or more lower than Liberty Mutual in the 2013 Southwest Region study: These companies scored % or more higher than in the 2013 Southwest Region study: Progressive and Farmers.
2012: Liberty Mutual scored 26 points (on a 1,000 point scale) or 2.6% below the 2012 West region average, at 784 out of 1,000 points.
These companies scored 1.3% or more higher than Liberty Mutual in the 2012 West Region study: USAA, State Farm, GEICO, American Family, The Hartford, Progressive, and Allstate.
These companies scored 1.6% lower than Liberty Mutual in the 2012 West Region study: Nationwide.
Southwest Region Auto Insurance Satisfaction Summary: Liberty Mutual scored 2.6% below, 1.2% below, .3% above, and .2% above the region average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing a trend of improving auto insurance customer satisfaction now about average for the most recent two years in the Southwest region states of AZ, CO, NV, NM, and UT.
Southeast Region (AL, GA, KY, LA, MS, NC, SC, TN), including FL in the 2012 study only.
2015: Liberty Mutual scored 25 points (on a 1,000 point scale) or 2.5% below the 2015 Southeast region average, at 800 out of 1,000 points.
Here is how Liberty Mutual rated in the Southeast Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2015:
Policy Offerings: Two Power Circles (lowest rating)
Price: Two Power Circles (lowest rating)
Billing & Payment: Two Power Circles (lowest rating)
Interaction: Two Power Circles (lowest rating)
Claims: Two Power Circles (lowest rating)
Overall Customer Satisfaction: Two Power Circles (lowest rating)
These companies scored .8% or more higher than Liberty Mutual in the 2015 Southeast Region study (from highest scoring company to lowest scoring company): USAA, Tennessee Farm Bureau, Alfa, Allstate, Progressive, North Carolina Farm Bureau, Kentucky Farm Bureau, State Farm, Auto-Owners, GEICO, Nationwide, and Travelers.
These companies scored .9% lower than Liberty Mutual in the 2015 Southeast Region study (from highest scoring company to lowest scoring company): Safeco.
2014: Liberty Mutual scored 3 points (on a 1,000 point scale) or .3% above the 2014 Southeast region average, at 819 out of 1,000 points.
Here is how Liberty Mutual rated in the Southeast Region for the five factors used to determine its overall auto insurance customer satisfaction score in 2014:
Policy Offerings: Five Power Circles (among the best)
Price: Three Power Circles (about average)
Billing & Payment: Three Power Circles (about average)
Interaction: Three Power Circles (about average)
Claims: Two Power Circles (lowest rating)
Overall Customer Satisfaction: Three Power Circles (about average)
These companies scored 1.3% or more higher than Liberty Mutual in the 2014 Southeast Region study: USAA, Tennessee Farm Bureau, North Carolina Farm Bureau, Auto-Owners, and Alfa.
These companies scored 1.4% or more lower than Liberty Mutual in the 2014 Southeast Region study: Safeco, Travelers, Nationwide, and Allstate.
2013: Liberty Mutual scored 6 points (on a 1,000 point scale) or .6% above the 2013 Southeast region average, at 810 out of 1,000 points.
These companies scored .9% or more higher than Liberty Mutual in the 2013 Southeast Region study: USAA, Tennessee Farm Bureau, State Farm, North Carolina Farm Bureau, and Auto-Owners.
These companies scored 1.1% or more lower than Liberty Mutual in the 2013 Southeast Region study: Nationwide, Safeco, GEICO, GMAC (Now called National General), Progressive, Travelers, Allstate, and Kentucky Farm Bureau.
2012: Liberty Mutual scored 20 points (on a 1,000 point scale) or 2% below the 2012 Southeast region average, at 794 out of 1,000 points.
These companies scored .8% or more higher than Liberty Mutual in the 2012 Southeast Region study: USAA, Tennessee Farm Bureau, North Carolina Farm Bureau, State Farm, GEICO, Kentucky Farm Bureau, Allstate, and Auto-Owners.
These companies scored 2% or more lower than Liberty Mutual in the 2012 Southeast Region study: 21st Century, Safeco, and Direct General.
Southeast Region Auto Insurance Satisfaction Summary: Liberty Mutual scored 2% below, .6% above, .3% above, and 2.5% below the region average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing worse than average auto insurance customer satisfaction in two of the last four years (2012 & 2015) in the Southeast region states of AL, GA, KY, LA, MS, NC, SC, and TN.
2. The Annual JD Power Auto Insurance Claims Satisfaction Study
2015: Liberty Mutual scored 3 points (on a 1,000 point scale) or .3% below the 2015 US auto claims satisfaction study average, at 854 out of 1,000 points.
Here is how Liberty Mutual rated in the six factors used to determine its overall auto insurance claims satisfaction score in 2015:
First Notice of Loss: Three Power Circles (about average)
Service Interaction: Three Power Circles (about average)
Appraisal: Three Power Circles (about average)
Repair Process: Three Power Circles (about average)
Rental Car Experience: Three Power Circles (about average)
Settlement: Three Power Circles (about average)
Overall Auto Claims Satisfaction: Three Power Circles (about average)
These insurance companies scored the same or about the same (from 1 point to 3 points below) as Liberty Mutual in the 2015 US Auto Claims Satisfaction study (listed in order from highest scoring company to lowest scoring company): GEICO, Progressive, Country Financial, Mercury, and Travelers.
These insurance companies scored .4% or more higher than Liberty Mutual in the 2015 US Auto Claims Satisfaction study (listed in order from highest scoring company to lowest scoring company): New Jersey Manufacturers, Auto Owners, USAA, Amica, Auto Club of Southern California, Hartford, Nationwide, Erie, Allstate, American Family, Farmers, Safeco, and State Farm.
These insurance companies scored .6% or more lower than Liberty Mutual in the 2015 US Auto Claims Satisfaction study (listed in order from highest scoring company to lowest scoring company): CSAA Insurance Group, 21st Century, Hanover, Metlife, Automobile Club Group, Esurance, and MAPFRE-Commerce Insurance.
2014: Liberty Mutual scored 26 points (on a 1,000 point scale) or 2.6% below the 2014 JD Power Auto Claims Satisfaction study average, at 831 out of 1,000 points.
Here is how Liberty Mutual rated in the six factors used to determine its overall auto insurance claims satisfaction score in 2014:
First Notice of Loss: Three Power Circles (about average)
Service Interaction: Two Power Circles (lowest rating)
Appraisal: Two Power Circles (lowest rating)
Repair Process: Two Power Circles (lowest rating)
Rental Car Experience: Two Power Circles (lowest rating)
Settlement: Two Power Circles (lowest rating)
Overall Auto Claims Satisfaction: Two Power Circles (lowest rating)
These companies scored .7% or more higher than Liberty Mutual in the 2014 JD Power Auto Claims Satisfaction study: Amica, USAA, Auto-Owners, State Farm, American Family, Auto Club of Southern California, The Hartford, NJ Manufacturers, Erie, Travelers, Mercury, GEICO, Nationwide, Country, Safeco, Allstate, Metlife, Farmers, and Progressive.
These companies scored 1.5% or more lower than Liberty Mutual in the 2014 JD Power Auto Claims Satisfaction study: Esurance and MAPFRE-Commerce.
2013: Liberty Mutual scored 12 points (on a 1,000 point scale) or 1.2% below the 2013 JD Power Auto Claims Satisfaction study average, at 843 out of 1,000 points.
These companies scored 1.9% or more higher than Liberty Mutual in the 2013 JD Power Auto Claims Satisfaction study: USAA, NJ Manufacturers, Auto Club of Southern California, Auto-Owners, The Hartford, Erie, Amica, Travelers, State Farm, American Family, Nationwide, and The Hanover.
These companies scored 1.4% or more lower than Liberty Mutual in the 2013 JD Power Auto Claims Satisfaction study: MAPFRE-Commerce, Farmers, 21st Century, and Esurance.
2012: Liberty Mutual scored 9 points (on a 1,000 point scale) or .9% below the 2012 JD Power Auto Claims Satisfaction study average, at 843 out of 1,000 points.
These companies scored 1.4% or more higher than Liberty Mutual in the 2012 JD Power Auto Claims Satisfaction study: NJ Manufacturers, USAA, Auto-Owners, Amica, Erie, Automobile Club of Southern California, Country, American Family, The Hartford, State Farm, Allstate, and Travelers.
These companies scored 1.9% or more lower than Liberty Mutual in the 2012 JD Power Auto Claims Satisfaction study: Mercury, 21st Century, Encompass, Esurance, and Commerce (MAPFRE).
Auto Insurance Claims Satisfaction Summary: Liberty Mutual scored .9%, 1.2%, 2.6%, and .3% below the national average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing a trend of below average satisfaction for the national JD Power Auto Claims Satisfaction study, but with improvement in 2015.
3. The Annual JD Power Auto Insurance Purchase Experience Study
In my opinion, the JD Power Auto Insurance Purchase Experience Study is the least important JD Power study for choosing a car insurance company. A car insurance company with terrible claims handling and customer service, but with an easy purchasing experience, is not a reason to choose an auto insurance company. Besides, buying auto insurance with most companies is easier than ever in 2016, and even before technology simplified things, the ease & accuracy of the sales process always depended more on the experience and customer focus of the agent quoting you, not the choice of insurance company.
However, this study is useful as a sign of competitive pricing, since a company’s score is a reflection of the satisfaction of auto insurance shoppers with the prices they were quoted by the insurance company. This study considers and rates three categories: price, distribution channel (Website, Local Agent, Call Center Representative), and policy offerings, to determine a company’s numerical score for overall satisfaction in the purchasing experience.
Don’t rely on how Liberty Mutual performed in this auto insurance shopping study to tell you if you are getting a good price or you are paying too much for your auto insurance coverage. The opinions of people in a survey about the auto insurance rates they were quoted, are not reliable for knowing the company with the best price for you, because so many individual rating factors specific to you are used to determine your insurance rates. A company with a low rate for one person (or even many people) may not have a low rate for you, and vice versa, companies with a reputation for high auto insurance rates may have the best rate for you.
2016: Liberty Mutual scored 27 points (on a 1,000 point scale) or 2.7% above the 2016 JD Power Auto Insurance Purchase Experience study average, at 853 out of 1,000 points. The 2016 U.S. Insurance Shopping Study was based on responses from more than 17,000 shoppers who requested an auto insurance price quote from at least one competitive insurer in the past 9 months and includes more than 50,000 unique customer evaluations of insurers. The study was fielded in April, July & October 2015, and January 2016.
Here is how Liberty Mutual rated in the factors used to determine its overall satisfaction score for the auto insurance purchase experience in 2016:
Pricing: Four Power Circles (better than most)
Website: Three Power Circles (about average)
Local Agent: Five Power Circles (among the best)
Call Center Representative: Four Power Circles (better than most)
Policy Offerings: Five Power Circles (among the best)
Overall Auto Insurance Purchase Satisfaction: Five Power Circles (among the best)
These companies also rated better than average for lower auto insurance rates in the 2016 JD Power Auto Insurance Purchase Experience study: USAA, Erie, Liberty Mutual, The Hartford, American Family, Automobile Club Group, Travelers, Ameriprise, CSAA Insurance Group, and Mercury.
These companies rated worse than average for lower auto insurance rates in the 2016 JD Power Auto Insurance Purchase Experience study: Progressive, Allstate, 21st Century, and MetLife.
2015: Liberty Mutual scored 15 points (on a 1,000 point scale) or 1.5% above the 2015 JD Power Auto Insurance Purchase Experience study average, at 848 out of 1,000 points. The 2015 U.S. Insurance Shopping Study was based on responses from more than 15,600 shoppers who requested an auto insurance price quote from at least one competitive insurer in the past 9 months and includes more than 50,000 unique customer evaluations of insurers. The study was fielded in May, July and October 2014, and January 2015.
Here is how Liberty Mutual rated in the factors used to determine its overall satisfaction score for the auto insurance purchase experience in 2015:
Pricing: Four Power Circles (better than most)
Website: Four Power Circles (better than most)
Local Agent: Four Power Circles (better than most)
Call Center Representative: Three Power Circles (about average)
Policy Offerings: Four Power Circles (better than most)
Overall Auto Insurance Purchase Satisfaction: Four Power Circles (better than most)
These companies also rated better than average for lower auto insurance rates in the 2015 JD Power Auto Insurance Purchase Experience study: USAA, Erie, Ameriprise (available through Costco), The Hartford, California State Auto Association, Amica Mutual, Auto Club Group, Travelers, & GEICO.
These companies rated worse than average for lower auto insurance rates in the 2015 JD Power Auto Insurance Purchase Experience study: Progressive, Allied, & Mercury.
JD Power Auto Insurance Purchase Experience Summary: Liberty Mutual has better than average auto insurance rates among many auto insurance shoppers in 2016, and the best way to get a price quote is by contacting a Liberty Mutual agent. Unlike similar highest scoring companies in the 2016 study, like USAA, The Hartford, & Erie, Liberty Mutual received only a four power circle rating in the category of pricing instead of the highest rating of five power circles.
4. The Annual JD Power Homeowners Insurance Customer Satisfaction Study
2015: Liberty Mutual scored 21 points (on a 1,000 point scale) or 2.1% below the 2015 JD Power Homeowners Insurance Customer Satisfaction study average, at 766 out of 1,000 points.
Here is how Liberty Mutual rated in the five factors used to determine its overall homeowners insurance customer satisfaction score in 2015:
Policy Offerings: Three Power Circles (about average)
Price: Two Power Circles (lowest rating)
Billing & Payment: Three Power Circles (about average)
Contacting the Insurer: Two Power Circles (lowest rating)
Claims: Three Power Circles (about average)
Overall Homeowners Insurance Satisfaction: Three Power Circles (about average)
Kemper scored about the same (one point above) as Liberty Mutual in the 2015 JD Power Homeowners Insurance Customer Satisfaction study.
Safeco and Travelers scored the same as Liberty Mutual in the 2015 JD Power Homeowners Insurance Customer Satisfaction study.
These companies scored .5% or more higher than Liberty Mutual in the 2015 JD Power Homeowners Insurance Customer Satisfaction study (from highest scoring company to lowest scoring company): USAA, Amica, Auto-Owners, Erie, Auto Club of Southern California, GEICO, American Family, COUNTRY Financial, Shelter, State Farm, Nationwide, Allstate, California State Auto Association (CSAA), Hartford, Chubb, Progressive, Cincinnati, Mercury, Farmers, Encompass, Automobile Club Group, and Metlife.
These companies scored 4.4% lower than Liberty Mutual in the 2015 JD Power Homeowners Insurance Customer Satisfaction study (from highest scoring company to lowest scoring company): Hanover.
2014: Liberty Mutual scored 23 points (on a 1,000 point scale) or 2.3% below the 2014 JD Power Homeowners Insurance Customer Satisfaction study average, at 767 out of 1,000 points.
Here is how Liberty Mutual rated in the five factors used to determine its overall homeowners insurance customer satisfaction score in 2014:
Policy Offerings: Three Power Circles (about average)
Price: Three Power Circles (about average)
Billing & Payment: Three Power Circles (about average)
Interaction: Two Power Circles (lowest rating)
Claims: Two Power Circles (lowest rating)
Overall Homeowners Insurance Satisfaction: Three Power Circles (about average)
These companies scored 2.1% or more higher than Liberty Mutual in the 2014 JD Power Homeowners Insurance Customer Satisfaction study: USAA, Amica, Auto-Owners, State Farm, Erie, American Family, Auto Club of Southern California, The Hartford, Country, Mercury, Allstate, CSAA/AAA NCNU, and GEICO.
These companies scored 7% lower than Liberty Mutual in the 2014 JD Power Homeowners Insurance Customer Satisfaction study: The Hanover.
2013: Liberty Mutual scored 25 points (on a 1,000 point scale) or 2.5% below the 2013 JD Power Homeowners Insurance Customer Satisfaction study average, at 762 out of 1,000 points. Liberty Mutual was the second lowest scoring company in the 2013 JD Power Homeowners Insurance Customer Satisfaction study.
These companies scored 2.4% or more higher than Liberty Mutual in the 2013 JD Power Homeowners Insurance Customer Satisfaction study: USAA, Amica, State Farm, Auto-Owners, Erie, Automobile Club of Southern California, Encompass, American Family, Progressive, Country, Allstate, GEICO, The Hartford, and CSAA/AAA NCNU.
These companies scored .6% or more lower than Liberty Mutual in the 2013 JD Power Homeowners Insurance Customer Satisfaction study: Travelers.
2012: Liberty Mutual scored 22 points (on a 1,000 point scale) or 2.2% below the 2012 JD Power Homeowners Insurance Customer Satisfaction study average, at 763 out of 1,000 points.
These companies scored 2.3% or more higher than Liberty Mutual in the 2012 JD Power Homeowners Insurance Customer Satisfaction study: USAA, Amica, Auto Club of Southern California, Erie, American Family, Shelter, Cincinnati Insurance, State Farm, Nationwide, Auto-Owners, Chubb, Country, Encompass, The Hartford, and Safeco.
These companies scored 1.1% lower than Liberty Mutual in the 2012 JD Power Homeowners Insurance Customer Satisfaction study: Travelers.
Homeowners Insurance Customer Satisfaction Summary: Liberty Mutual scored 2.2%, 2.5%, 2.3%, and 2.1% below the national average each year in the 2012, 2013, 2014, & 2015 studies respectively, showing a strong trend of below average satisfaction in the national JD Power Homeowners Insurance Customer Satisfaction study.
5. The Annual JD Power Property Claims Satisfaction Study
The 2016 Property Claims Satisfaction Study is based on more than 5,700 responses from homeowners insurance customers who filed a property claim between January 2014 & December 2015.
2016: Liberty Mutual scored 8 points (on a 1,000 point scale) or .8% above the 2016 US Property Claims Satisfaction study average, at 854 out of 1,000 points.
Here is how Liberty Mutual rated in the five factors used to determine its overall property claims satisfaction score in 2016:
First Notice of Loss: Three Power Circles (about average)
Service Interaction: Three Power Circles (about average)
Estimation Process: Three Power Circles (about average)
Repair Process: Three Power Circles (about average)
Settlement: Three Power Circles (about average)
Overall Property Claims Satisfaction: Four Power Circles (better than most)
The companies scored about the same (from one point (.1%) above to one point (.1%) below) as Liberty Mutual in the 2016 US Property Claims Satisfaction study: State Farm, The Hanover, and Nationwide.
These companies scored .3% or more higher than Liberty Mutual in the 2016 US Property Claims Satisfaction study (from highest scoring company to lowest scoring company): Amica, Auto Club of Southern California, USAA, Country, Encompass, Erie, and Safeco.
These companies scored .3% or more lower than Liberty Mutual in the 2016 US Property Claims Satisfaction study (from highest scoring company to lowest scoring company): American Family, Chubb, California State Auto Association (CSAA), Farmers, Allstate, Metlife, Travelers, Auto-Owners, Hartford, and MAPFRE (Commerce).
2015: Liberty Mutual scored 5 points (on a 1,000 point scale) or .5% below the 2015 US Property Claims Satisfaction study average, at 846 out of 1,000 points.
The 2015 Property Claims Satisfaction Study was based on more than 6,100 responses from homeowners insurance customers who filed a property claim between January 2013 & December 2014.
Here is how Liberty Mutual rated in the five factors used to determine its overall property claims satisfaction score in 2015:
First Notice of Loss: Three Power Circles (about average)
Service Interaction: Three Power Circles (about average)
Estimation Process: Three Power Circles (about average)
Repair Process: Three Power Circles (about average)
Settlement: Three Power Circles (about average)
Overall Property Claims Satisfaction: Three Power Circles (about average)
These companies scored 1% or more higher than Liberty Mutual in the 2015 US Property Claims Satisfaction study: USAA, Amica, Nationwide, Country, Erie, Chubb, Travelers, CSAA/AAA NCNU, Encompass, and Allstate.
These companies scored 2% or more lower than Liberty Mutual in the 2015 US Property Claims Satisfaction study: The Hanover, Auto-Owners, and Auto Club.
2014: Liberty Mutual scored points (on a 1,000 point scale) or .5% above the 2014 JD Power Property Claims Satisfaction study average, at 845 out of 1,000 points.
These companies scored .9% or more higher than Liberty Mutual in the 2014 JD Power Property Claims Satisfaction study: USAA, Amica, Erie, Nationwide, and Auto-Owners.
These companies scored .9% or more lower than Liberty Mutual in the 2014 JD Power Property Claims Satisfaction study: Allstate, State Farm, CHUBB, Travelers, CSAA/AAA NCNU, Auto Club of Southern California, American Family, and Auto Club.
2013: Liberty Mutual scored 7 points (on a 1,000 point scale) or .7% above the 2013 JD Power Property Claims Satisfaction study average, at 839 out of 1,000 points.
These companies scored 1% or more higher than Liberty Mutual in the 2013 JD Power Property Claims Satisfaction study: Amica, USAA, Chubb, Encompass, Country, The Hartford, Nationwide, Erie, Auto Club of Southern California, Metlife, and Auto-Owners.
These companies scored .5% or more lower than Liberty Mutual in the 2013 JD Power Property Claims Satisfaction study: Travelers, State Farm, Farmers, CSAA/AAA NCNU, and Safeco.
2012: Liberty Mutual scored 9 points (on a 1,000 point scale) or .9% below the 2012 JD Power Property Claims Satisfaction study average, at 824 out of 1,000 points.
These companies scored 1.1% or more higher than Liberty Mutual in the 2012 JD Power Property Claims Satisfaction study: USAA, Amica, Auto-Owners, Nationwide, Erie, Chubb, Auto Club of Southern California, Country, State Farm, American Family, CSAA/AAA NCNU, The Hartford, Safeco, and Travelers.
These companies scored .6% or more lower than Liberty Mutual in the 2012 JD Power Property Claims Satisfaction study: Farmers and The Hanover.
Homeowners Insurance Claims Satisfaction Summary: Liberty Mutual scored .7% above, .5% above, .5% below, and .8% above the national average each year in the 2013, 2014, 2015, & 2016 studies respectively, showing a trend of about average satisfaction in the national JD Power Property Claims Satisfaction study.
6. JD Power 2012-2015 Insurance Studies Summary for Liberty Mutual
Below I rate the performance of Liberty Mutual for auto insurance customer satisfaction, auto insurance claims satisfaction, homeowners insurance customer satisfaction, & homeowners insurance claims satisfaction as average, better than average, or worse than average, based on its JD Power scores & ratings from 2012 to 2015. You can refer to each study’s analysis above for specific performance.
Auto & homeowners insurance pricing performance is determined as average, better than average, or worse than average, based on the Liberty Mutual ratings for the category of Pricing in the most recent JD Power auto or homeowners insurance customer satisfaction study.
Liberty Mutual Auto Insurance Customer Satisfaction — California region:
Worse than average
Liberty Mutual Auto Insurance Customer Satisfaction — Florida region:
Worse than average
Liberty Mutual Auto Insurance Customer Satisfaction — New York region:
Worse than average
Liberty Mutual Auto Insurance Customer Satisfaction — Texas region:
Worse than average
Liberty Mutual Auto Insurance Customer Satisfaction — Central (AR, IA, KS, MN, MO, NE, ND, OK, SD) region:
Worse than average
Liberty Mutual Auto Insurance Customer Satisfaction — Mid-Atlantic (DC, DE, MD, NJ, PA, VA, WV) region:
Worse than average
Liberty Mutual Auto Insurance Customer Satisfaction — North Central (IL, IN, MI, OH, WI) region:
Average
Liberty Mutual Auto Insurance Customer Satisfaction — New England (CT, ME, MA, NH, RI, VT) region:
Average
Liberty Mutual Auto Insurance Customer Satisfaction — Northwest (ID, MT, OR, WA, WY) region:
Worse than average
Liberty Mutual Auto Insurance Customer Satisfaction — Southwest (AZ, CO, NV, NM, UT) region:
Average
Liberty Mutual Auto Insurance Customer Satisfaction — Southeast (AL, GA, KY, LA, MS, NC, SC, TN) region:
Worse than average
Liberty Mutual Auto Insurance Claims Satisfaction:
Better than average in the states of Arizona, Colorado, Connecticut, Florida, Maine, Massachusetts, Nevada, New Hampshire, New Mexico, Rhode Island, Utah, and Vermont.
Average in the state of California.
Worse than average in the states of Alabama, Arkansas, Delaware, District of Columbia, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maryland, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Virginia, Washington, West Virginia, Wisconsin, and Wyoming.
Worse than average among Liberty Mutual auto insurance policyholders across the USA.
Homeowners Insurance Customer Satisfaction:
Worse than average
Homeowners Insurance Claims Satisfaction:
Average
Liberty Mutual Auto Insurance Pricing:
Better than average in no states (existing customers surveyed).
Average in the states of Arizona, California, Colorado, Connecticut, Illinois, Indiana, Maine, Massachusetts, Michigan, Nevada, New Hampshire, New Mexico, Ohio, Rhode Island, Utah, Vermont, and Wisconsin.
Worse than average in the states of Alabama, Arkansas, Delaware, District of Columbia, Florida, Georgia, Idaho, Iowa, Kansas, Kentucky, Louisiana, Maryland, Minnesota, Mississippi, Missouri, Montana, Nebraska, New Jersey, New York, North Carolina, North Dakota, Oklahoma, Oregon, Pennsylvania, South Carolina, South Dakota, Tennessee, Texas, Virginia, Washington, West Virginia, and Wyoming.
Better than average among auto insurance shoppers across the USA in 2016.
Liberty Mutual Homeowners Insurance Pricing:
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