Response & Repair:  

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:  

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:  

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.