Is Liberty Mutual or Travelers better?
Liberty Mutual is a solid choice for customers who want a variety of policy offerings and high customer satisfaction, which is a factor for people shopping for a new auto insurance policy. However, because Liberty Mutual does not publish the cost of premiums, it was not ranked on the list of top auto insurance providers and we can’t compare its cost to other companies.
Travelers appeals to customers who want assurance about their auto insurance provider’s financial strength, the variety of discounts it offers and high customer satisfaction. Travelers ranked fourth overall in Insure.com’s list of top 10 auto insurance providers, scoring an overall 3.7 of 5 stars, putting it among the top-ranked providers.
Keep on reading to see how Liberty Mutual and Travelers compare to each other in several areas of Insure.com’s top auto insurance companies survey.
Pros – Liberty Mutual and TravelersLiberty Mutual Pros
- High customer satisfaction
- Customers are happy with policy offerings
Travelers Pros
- High customer satisfaction
- High renewal rate
- Superior score from AM Best for financial strength
How Liberty Mutual and Travelers score on customer satisfaction
Customers of both Liberty Mutual and Travelers reported high customer satisfaction with their auto insurance providers. That said, customers of Travelers reported higher satisfaction levels than customers of Liberty Mutual did, although the difference was not substantial.
| Insurance Company | Percent of customers that are satisfied |
|---|---|
| Liberty Mutual | 92% |
| Travelers | 96% |
Do Liberty Mutual and Travelers customers plan to renew?
Data from the Insure.com study show that more Travelers customers plan to renew their policies than Liberty Mutual customers. Of the two auto insurance providers, Travelers is providing customers with better experiences to positively impact their renewal rate.
| Insurance Company | Percent of customers who plan to renew with the company |
|---|---|
| Liberty Mutual | 88% |
| Travelers | 96% |
How Liberty Mutual and Travelers score on policy offerings
Individuals with Liberty Mutual auto insurance report higher satisfaction with the company’s policy offerings compared to individuals who have auto insurance with Travelers.
| Insurance Company | Percent of customers satisfied with the company’s policy offerings |
|---|---|
| Liberty Mutual | 90% |
| Travelers | 85% |
Liberty Mutual vs. Travelers: AM Best credit rating
AM Best rates insurance companies on their financial strength. Although Liberty Mutual was not ranked by AM Best, Travelers received a superior A++ rating from the company.
Liberty Mutual vs. Travelers: J.D. Power auto claims satisfaction score
In a 2022 study from J.D. Power’s auto claims satisfaction, Liberty Mutual received a score of 870 and Travelers received a score of 854, placing both below the industry average of 873.
FAQ: Liberty Mutual vs. Travelers
Can I buy Liberty Mutual car insurance online?
Yes, can get an online quote from Liberty Mutual, which can make you eligible to save up to 12% when purchasing insurance online.
Can I buy Travelers car insurance online?
With Travelers, you can start an online quote or find a local agent online using the website. Customers of Travelers also can pay their bills online and access the claim center through the website.
Who should get Liberty Mutual car insurance?
Liberty Mutual is a great company for consumers looking for various policy offerings and good satisfaction ratings from other customers. It offers discounts that may appeal to safe drivers and military members.
Who should get Travelers’ car insurance?
Travelers is best for customers looking for great customer service and excellent financial strength from their auto insurance provider. Additionally, Travelers offers a variety of discounts, including safe driving to home ownership, that may interest individuals wanting to save more.
What other types of insurance does Liberty Mutual offer?
Liberty Mutual also offers:
- Boat and watercraft
- ATV and off-road vehicles
- Recreational vehicles
- Antique and classic car
- Mexico car insurance
- Property insurance
- Business insurance
- Identity theft
- Pet insurance
What other types of insurance does Travelers offer?
Travelers also offers:
- Home insurance
- Renters insurance
- Condo insurance
- Umbrella insurance
- Landlord insurance
- Jewelry and valuable items coverage
- Wedding and events insurance
- Pet insurance
- Travel insurance
Resources & Methodology
Sources
J.D. Power. “Insurers Struggle to Manage Expectations in Auto Claims Process as Repair Times Increase, J.D. Power Finds.” Accessed January 2024.
Methodology
Insure.com, which is CarInsurance.com’s sister site surveyed more than 1,500 insurance consumers (1,080 people with auto insurance). Online market research company Slice MR conducted the survey.
Respondents were asked to name their auto insurer and grade it in the following categories – customer satisfaction, ease of service and policy offerings. The percentage of respondents who said they were satisfied or very satisfied with their insurer is presented in the results.
Respondents ranked their insurer’s top three attributes out of more than a dozen presented – including claims satisfaction, digital experience, discounts, military discounts, best for young drivers and teens, best for college students, best for senior drivers, best for drivers with a ticket, best for high-risk drivers and best for auto/home bundling.
For a number one choice, five points were given; for a second choice, three points; and for a third choice, a single point. The total points for each choice – first, second and third – were then divided by the number of each company’s customers who responded to that survey question to create a percentage. Those percentages are presented in the results as survey scores.
Respondents were then asked if they would recommend their auto insurer to someone else and whether they would renew with their company. The percentage who said yes is presented in the results.
Finally, respondents were given the statement “I trust my insurance company” and asked if they strongly agreed, agreed, disagreed or strongly disagreed with it. The percentage of those who said they agreed or strongly agreed is presented in the results.
The editors compiled the survey results and then selected – based on the number of survey responses – the top companies for further evaluation.
They then collected National Association of Insurance Commissioners’ complaint data, which ranks a company by the number of customer complaints it receives, and A.M. Best data, which measures financial strength.
They also collected insurance rate data from Quadrant Information Services.
With the help of Prof. David Marlett, Ph.D., Managing Director of the Brantley Risk and Insurance Center at Appalachian State University, the editors created a rating system to determine which insurance companies were best in each sector.
For auto insurers, we took the following and gave each a weight.
- Survey: 40% of the total score (10% customer satisfaction, 10% recommended, 10% renewal rate and 10% claims handling)
- Annual premium: 20% of total score
- AM Best: 25% of total score
- NAIC: 15% of total score
Each insurer was awarded from 1 to 5 stars. No insurer in our star ranking received less than 1 star and 5 stars was the most any insurer could receive.
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Laura Longero
Executive Editor
Laura is an award-winning editor with experience in content and communications covering auto insurance and personal finance. She has written for several media outlets, including the USA Today Network. She most recently worked in the public sector for the Nevada Department of Transportation.
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John McCormick
Editorial Director
John is the editorial director for CarInsurance.com, Insurance.com and Insure.com. Before joining QuinStreet, John was a deputy editor at The Wall Street Journal and had been an editor and reporter at a number of other media outlets where he covered insurance, personal finance, and technology.
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Leslie Kasperowicz
Managing Editor
Leslie Kasperowicz is an insurance educator and content creation professional with nearly two decades of experience first directly in the insurance industry at Farmers Insurance and then as a writer, researcher, and educator for insurance shoppers writing for sites like ExpertInsuranceReviews.com and InsuranceHotline.com and managing content, now at CarInsurance.com.
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Nupur Gambhir
Managing Editor
Nupur Gambhir is a content editor and licensed life, health, and disability insurance expert. She has extensive experience bringing brands to life and has built award-nominated campaigns for travel and tech. Her insurance expertise has been featured in Bloomberg News, Forbes Advisor, CNET, Fortune, Slate, Real Simple, Lifehacker, The Financial Gym, and the end-of-life planning service.