2 out of 5
LIBERTY MUTUAL (2 stars). I was told that 1 "agent" would be "my agent," it’s actually a call center where you get whatever "agent" is available.
Emails take at least a day for one back & forth, & you will get a different "agent" each time. There's no personalization (ex., called "Ms Last Name" instead of by first name as requested, because I hate the term Ms).
I truly hope I'll never have to use my car insurance as I fear what that experience will be like.
To update your address, you need your vehicles mileage. I changed my address on the terribly designed My Account website within 10 days of moving. Looking now, it only changed the address on 1 of my vehicles. Trying to change the policy address on my house after moving in? The questions of why you moved are unclear (questions refer to apartment I moved out of? or the house I moved into?).
Liberty Mutual desperately needs to invest in some User Experience upgrades. If their service gets much worse, I'll switch back to my old provider because $100 more a year is worth it for better customer service.
RIGHT TRACK PROGRAM (1 star): Erroneous Algorithms Ding you for Safe Driving (Jan-Mar 2019)
Participating gets you 10% off, but don't expect any more if you're a safe driver.
They will send multiple emails threatening fees if you don't return the Right Track device, but then fail to send a return box. When they finally gave me a prepaid label, they still sent me the same threatening emails 2 days after they had received the device! While each time they said to ignore the email, I won't be charged-- Why should I even receive emails I'm supposed to ignore?
Emails: You get a different person every single time in the same back & forth email thread. They don't read the previous emails, so you get repetitive information & they ignore the same questions.
Also get an uninformative wall "we don't share company algorithms"- I'm not asking for the algorithms, but I'd like to know how my driving is being evaluated & what factors are being controlled for (road design, traffic patterns, geography).
How You're Rated
Seem to adjust slightly for acceleration events based on the speed limit of the road (I tested it a couple times & got dinged). Acceleration to get on a freeway is acceptable, but not that same acceleration to get up to speed on a 45 mph road.
They assume that any hard braking's solution is to "leave more room to the person in front of you." Nearly all my driving leaves huge spaces to cars in front so I can coast rather than brake to a stop, but I always try to stop for yellow --> red light transitions & promptly get dinged for those firm braking events.
Their algorithm does not take in to account road design where stoplights might change suddenly. I've ridden with friends who run the yellow-->red lights just so they won't be dinged. How's that for encouraging safe driving?
Turning off a busy, higher speed road (35-45 mph) to make a turn so you don't get rear-ended gets you dinged. Their algorithm doesn't account for slowing before turns (2 of my "hard braking" were for this reason, every single other one for yellow--> red light transitions).
The weighting of these identified "negative" events is also inconsistent & incorrect. I had 25+ drives with multiple "perfect" stops & accelerations before I had 1 drive with only 1 "hard braking" due to a light change: that 1 event out of hundreds pulled my rebate down $10.
They claim you can get 10-30% off, but I got 13.7% off & am a defensive driver.
If someone has their own accelerometer / gps unit & wanted to vet the algorithms being used, I'd love to see those results.
Overall, if you already drive incredibly cautiously, slowly, & only a few miles a day on non-traffic light roads, you may get some money off, but the experience will probably leave a bad taste in your mouth as your driving gets "falsely" evaluated.
Expertise: PhD, 7 years in Distracted Driving research.