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Auto Claims

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What is Liberty Mutual's direct repair program?

For your convenience, you can have your car appraised and repaired at one of our Total Liberty Care (TLC)* facilities. Each is dedicated to providing our customers with the highest quality repairs and services by offering:

  • Appointments scheduled at your convenience
  • Professional staff members who will walk you through the collision repair process
  • An immediate written estimate
  • Liberty Mutual's Limited Lifetime Warranty on the repairs for as long as you own the vehicle
  • Direct payment for the repairs from Liberty Mutual to the TLC facility
  • Certified mechanics on staff
  • Cleaning your vehicle when the repairs are complete

If your vehicle is appraised at a TLC facility you are under no obligation to have the repairs done there. Just bring the estimate with you to the repair facility of your choice.

We strive to provide the best possible claims service to our customers. In fact, in a recent industry study, Liberty Mutual ranked in the top three for collision claims satisfaction and number one in terms of body shop facilities. Your claims representative can direct you to the closest TLC facility.

*Due to state regulations, TLC facilities are not available in Massachusetts.

How do I go about getting my vehicle appraised and repaired?

We will work with your schedule to appraise your vehicle at a convenient time. Depending on your schedule this could even be within 24 hours.

For your convenience, you can have your car appraised and repaired at one of our Total Liberty Care (TLC)* facilities. You will receive an immediate written estimate. If your vehicle is appraised at a TLC facility, you are under no obligation to have the repairs done there. Just bring the estimate with you to the repair facility of your choice. If you choose not to have your car appraised at one of our TLC facilities, a Liberty Mutual appraiser will appraise your vehicle and provide you with a written repair estimate and, in most cases, a check for the estimate less your deductible at the time of your appointment. You can then take the estimate to the repair facility of your choice.

If you do get your vehicle repaired at a TLC facility you can schedule your appointment online. Participating facilities also allow you to keep track of your repair status online.

*Due to state regulations, TLC facilities are not available in Massachusetts.

What if I choose not to have my car appraised at a TLC facility?

A Liberty Mutual appraiser will appraise your vehicle and provide you with a written repair estimate and, in most cases, a check for the estimate less your deductible, at the time of your appointment. You can then take the estimate to the repair facility of your choice.

What do I do if I need a rental car?

Repairable Vehicles

If you added rental coverage to your policy, your Liberty Mutual claims representative can assist you in obtaining a rental car through Enterprise Rent-a-Car while your vehicle is being repaired. Frequently, Enterprise can pick you up if you are unable to travel to their facility. We will provide an unlimited number of rental day coverage when you choose to have your car repaired at one of our Total Liberty Care (TLC)* facilities and use Enterprise Rent-A-Car.** *Due to state regulations, TLC facilities are not available in Massachusetts. **This unlimited rental coverage may not yet be available in all states. Check with your Claims Representative for more information.

Non-Repairable Vehicles

If you have rental coverage on your policy, we will pay a limited number of days for the rental. Typically, rental coverage will be provided until a settlement offer has been extended, provided that the days allowed on the policy have not already been exhausted. Your claims representative will provide a full explanation of the coverage available and any limitations that apply.

What kinds of parts will be used to repair my vehicle?

Your estimate will be prepared using original manufacturer parts for all sheet metal body parts, such as fenders, doors, and hoods. The TLC facility or Liberty Mutual appraiser can answer any additional questions you may have about the specific parts that have been included on the appraisal.*

*Due to state regulations, other than OEM parts may be used to repair your car in Massachusetts

What will happen if additional payments are made on this claim?

If additional payments are necessary for this claim, you will receive an email from us describing this new activity. The email will include the same level of detail as the other payment update emails you have received on this claim.

How Does the Recovery Process Work?

When an insurance company pays for a loss caused by another person, the insurance company then has the right to recover the money paid from the party that was legally at fault for the loss. This typically includes money paid for property damage, medical expenses, and rental expenses.

You will be reimbursed the appropriate percentage of your deductible based on the amount recovered. For example, if we are able to recover 100% of the money paid on your behalf, you will be reimbursed 100% of your deductible. If we recover 75%, you will be reimbursed 75% of your deductible.

At Liberty Mutual, the recovery process is handled by a department called the Subrogation Department.

What happens if my car cannot be repaired and is declared a total loss?

If your vehicle is not repairable, a total loss specialist will promptly determine its fair market value and even assist you in locating your next vehicle.

New Car Replacement Program*
If your new vehicle is declared a total loss, we will replace it with no depreciation charged. This program is available to you if your car is less than one year old, has less than 15,000 miles, and was not previously owned.

*This program is not available in all states.

When will my deductible be reimbursed?

We will reimburse you for the amount of your deductible owed upon a verbal agreement with the other insurance carrier or at the time we receive an arbitrated resolution for the other insurance carrier to pay. Otherwise, payment will be made to you at the time the funds are actually received by Liberty Mutual from the responsible party.

How will the payment be made?

If you authorize direct payment, Liberty Mutual will pay the TLC*, or repair facility of your choice, the amount of the damage estimate less your deductible. Otherwise, a check will be issued payable to you, and any lien holder if applicable, less your deductible. You would then be required to pay the shop once the work is complete.

*Due to state regulations, TLC facilities are not available in Massachusetts.

Will I be reimbursed for my Out of Pocket Expenses?

Liberty Mutual only has the right to recover money paid on your behalf for those losses/expenses that are actually covered by your policy. If you have incurred additional expenses which were not covered by your policy, you have the right to seek legal remedy against any party you believe to be responsible for your loss, but Liberty Mutual has no right to pursue those expenses on your behalf.

What is a deductible?

The amount of a claim that the policyholder has agreed to pay. This amount is deducted from a claims payment.

When will I receive updates on my claim?

You will receive updates on the status your claim within 30 days of receiving your confirmation email from us. We will also advise you periodically on the status of your claim via U.S. mail or telephone. You can also check the status of your claim online.

Sign up for SMS/text message alerts to receive notifications on the status of your claim. Text message updates could include the acknowledgement of your claim, availability of your estimate, or updates on your payment status. Log in to eService to get started.1


1Message and data rates may apply.

What do I do if I need a car while my own car is being repaired?

If you added rental coverage to your policy, your Liberty Mutual claims representative can assist you in obtaining a rental car through Enterprise Rent-a-Car while your vehicle is being repaired. Frequently, the car can even be delivered directly to you.

We will provide an unlimited number of rental day coverage when you choose to have your car repaired at one of our TLC* facilities and use Enterprise Rent-A-Car.

*Due to state regulations, TLC facilities are not available in Massachusetts.

Is there anything I can do to help in the Recovery process?

Your full cooperation is needed throughout the Recovery process to achieve a prompt and efficient reimbursement on your claim. If you receive any information from the other party or their insurance company, please notify Liberty Mutual.

Do I need additional insurance for my rental car?

While you are driving a rental car, you are afforded the same collision, comprehensive, liability coverage, and deductible amounts that you have on the vehicle for which the rental car is substituting. Your rental car company may offer, at an additional cost to you, "Loss Damage Waiver" (LDW) coverage, which is designed to pay all or a portion of your insurance deductible should you have a loss with the rental car. If you are comfortable with the potential of paying your deductible should you have a loss with the rental car then you may opt to not purchase this additional LDW coverage. If the rental company has any questions, we will gladly provide them with answers for you.

What does total loss mean?

A vehicle is considered to be a total loss when the cost to repair the damage meets or exceeds the actual cash value of the vehicle. In making a total loss determination, we may also need to consider state-mandated total loss thresholds, manufacturer guidelines, or safety concerns when making the final determination.

What is the warranty for repairs completed by a Total Liberty Care (TLC) facility?

Liberty Mutual holds our TLC shops to the highest standards. Each facility is dedicated to providing the highest-quality repairs and services. In fact, we are so confident of their quality that we offer a Limited Lifetime Warranty on the repairs for as long as you own the vehicle.

Terms and Exclusions:
Damage caused by normal wear and tear, improper maintenance or unreasonable use is not covered. Liberty Mutual will either repair or replace any defective work of the Total Liberty Care Authorized Repair Facility.

Salvage mechanical parts specified in Liberty Mutual's appraisal that are used in the repair are covered one year from the date your vehicle is returned to you or 12,000 miles, whichever occurs first. No other terms or conditions apply to this warranty.

What is actual cash value?

The actual cash value, or ACV, represents the selling price of the insured vehicle in the current marketplace (including both dealerships and private owners) if the purchaser was paying with cash under normal negotiations involved in buying a vehicle.

What should I do if I have a future problem with the repairs made to my vehicle?

If you are having a problem with the repairs, you should contact the repair facility that completed the work and discuss the issue. If the repairs were completed at a Total Liberty Care facility and you need some additional assistance, you can also contact a Liberty Mutual representative by email or phone.

What if recovery is unsuccessful?

Unfortunately, the recovery process may be unsuccessful due to one of the following reasons:

The uninsured responsible party had no assets to pursue.

Liberty Mutual was not successful in the Arbitration process.

Based on the state negligence laws and the facts of the loss, we have concluded that the possibility of recovery does not exist.

If I chose to pursue my deductible on my own can Liberty Mutual provide any assistance?

We will be happy to provide you a copy of the police report, your vehicles damage photos, and repair appraisals when these documents are available. Please contact us if you would like to receive these documents.

How do I make changes to my auto policy (coverage limits, deductible amounts, rental coverage, etc.)?

It is important to review your policies at various times to ensure that you have the proper coverage for yourself and your auto. Please contact your Sales Representative or Agent to review your current coverage and deductible options and how any changes will affect your policy premium.

What if I only have a windshield or auto glass claim?

If you do not already have a repair facility picked out we can arrange the repair or replacement service with a local, authorized glass company from our network of more than 10,000 providers. When the repairs are complete, the glass company will bill Liberty Mutual directly. You only need to pay the glass coverage deductible. We guarantee you a quality repair or replacement.

How can I check the status of my claim online?

You can track the progress of your auto claims online no matter how you reported your claim.

To view your claims online, Log In to your eService account or Register. Click on the "Claims" link at the top of the page. Clicking on the Claim Number will bring you to the claim details. For questions related to a claim not listed in your eService account, please contact your Claims Service Representative.

If your car is being repaired at a participating TLC facility, you can go online to keep track of your car's repair status to see if it has been serviced yet and when it is scheduled to be completed.

Why aren't all of my claims displaying online?

Certain claims cannot be viewed online including:
  • Any claim that involves an injury
  • Glass-only auto claims
  • Any claims for Flood, Earthquake, Yacht, and Inland Marine policies, as well as any claims against Life contracts
  • Third party claims (claims where the person filing the claim is not the policyholder)

What kind of claims can be filed online using eService?

You can report a claim online using eService if:
  • The claim is for your auto policy
  • There were no injuries involved in the accident or loss
  • Your vehicle or property was not stolen
  • The auto claim includes vehicle damage other than glass
Log in to your eService account or register to begin or contact us.

What information will I need to report an Auto claim online?

To report an auto claim online, please be prepared to provide details about the following:
  • Location, date, and time of the incident
  • Other vehicles involved (if any)
  • Drivers of other vehicles (if any)
You can report an auto claim online using eService if:
  • There were no injuries involved in the accident or loss
  • Your vehicle or property was not stolen
  • The auto claim includes vehicle damage other than glass
Log in to your eService account or Register to begin or contact us.