Liberty Mutual Pet Insurance Review (2025): Pros, Cons & Verdict
Our expert's opinion on Liberty Mutual
Liberty Mutual Pet Insurance offers tiered coverage across three primary plans: Accident; Accident and Illness; and Accident, Illness and Wellness, with core veterinary services such as emergency care, consultations, surgery, imaging, lab tests, and specialist consultations covered under the appropriate tiers.
The plans vary by scope—wellness benefits (vaccinations, parasite treatment, neutering) are included only in the top tier, radiotherapy is available on illness-inclusive plans, dental cleanings are excluded unless tied to a covered illness, and standard waiting periods apply (14 days for accidents and for illness where applicable); reimbursement rates, annual limits, and deductible options depend on the selected plan and policy choices. Compared to main competitors, Liberty Mutual positions itself with a low-cost accident-only entry point and step-up pricing for broader illness and wellness coverage, emphasizing optional wellness add-ons, direct vet payment capability, and a mid-market pricing strategy.
Best suited for owners who want flexible, tiered choices—those seeking basic accident protection with the option to upgrade to illness and wellness cover for young to middle-aged dogs and cats.
Liberty Mutual is an established U.S. insurer with a provider average rating of 3.1; public feedback includes a Trustpilot score of 1.1/5 from 635 reviews and recurring customer concerns about claim denials, delays, renewal premium increases, billing issues, and service responsiveness, while features like direct vet pay and online claim submission are available.
- ✅Three clear plan tiers for different needs
- ✅Low-cost accident-only entry-level plan
- ✅Wellness coverage available as top-tier add-on
- ✅Direct vet pay option for covered expenses
- ✅Covers emergency, surgery, imaging, lab tests
- ✅Alternative medicine included across plans
- ✅Poison control consultation covered under accidents
- ❌Trustpilot score indicates widespread customer dissatisfaction
- ❌Frequent complaints about claim denials and delays
- ❌Premium increases reported at renewal
- ❌Many preventive services excluded without wellness add-on
- ❌Specific exclusions for pre-existing and ligament conditions
Score- ✅Three clear plan tiers for different needs
- ✅Low-cost accident-only entry-level plan
- ✅Wellness coverage available as top-tier add-on
- ✅Direct vet pay option for covered expenses
- ✅Covers emergency, surgery, imaging, lab tests
- ✅Alternative medicine included across plans
- ✅Poison control consultation covered under accidents
Our expert's opinion on Liberty Mutual
- ✅Three clear plan tiers for different needs
- ✅Low-cost accident-only entry-level plan
- ✅Wellness coverage available as top-tier add-on
- ✅Direct vet pay option for covered expenses
- ✅Covers emergency, surgery, imaging, lab tests
- ✅Alternative medicine included across plans
- ✅Poison control consultation covered under accidents
- ❌Trustpilot score indicates widespread customer dissatisfaction
- ❌Frequent complaints about claim denials and delays
- ❌Premium increases reported at renewal
- ❌Many preventive services excluded without wellness add-on
- ❌Specific exclusions for pre-existing and ligament conditions
Score- ✅Three clear plan tiers for different needs
- ✅Low-cost accident-only entry-level plan
- ✅Wellness coverage available as top-tier add-on
- ✅Direct vet pay option for covered expenses
- ✅Covers emergency, surgery, imaging, lab tests
- ✅Alternative medicine included across plans
- ✅Poison control consultation covered under accidents
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Liberty Mutual Guarantees
Liberty Mutual offers three main plan configurations that target different owner priorities: an entry-level Accident plan, a balanced Accident and Illness plan, and an enhanced Accident, Illness and Wellness plan. The product lineup is structured to allow basic accident protection at lower cost, broader medical protection for accidents and illnesses, and an option that adds routine wellness benefits. Core medical services such as emergency care, consultations, surgery, imaging, and laboratory testing are part of the core medical offerings across plans, while wellness items are available only in the wellness configuration.
Deductible and reimbursement mechanics operate through selectable plan configurations: higher coverage options combine broader benefit types with higher premiums, while the accident-only option focuses on accident-related expenses. Annual reimbursement limits and reimbursement rates vary by configuration and chosen options. Waiting periods apply to new coverage, and the illness waiting period is standard across medically comprehensive plans.
Plans are associated with an underwriting and administrative structure that supports claims handling and payment options. Special benefits vary by plan: alternative medicine is included across medical plans; identification, cremation, and death benefits are provided under certain configurations; wellness-specific items such as vaccinations, parasite treatment, and routine neutering are available only in the Wellness plan. Boarding fees and routine hygiene are excluded from the core medical coverage.
| Accident plan | Accident and illness plan | Accident, illness and wellness plan | |
|---|---|---|---|
| Plan positioning | Entry-level (accident-focused) | Balanced (accident + illness) | Enhanced / premium (medical + wellness) |
| Type of coverage (accident / illness / both) | Accident | Accident & Illness | Accident, Illness & Wellness |
| Animals covered (dogs, cats, other) | Dogs, cats | Dogs, cats | Dogs, cats |
| Reimbursement rate | NC | NC | NC |
| Annual reimbursement limit | NC | NC | NC |
| Deductible (annual or per claim) | NC | NC | NC |
| Age limits for enrollment | NC | NC | NC |
| Pre-enrollment health questionnaire | NC | NC | NC |
| Waiting periods (accident / illness) | 14 days / N/A | 14 days / 14 days | 14 days / 14 days |
| Lifetime coverage | NC | NC | NC |
| Consultations | Yes | Yes | Yes |
| Medications | Yes | Yes | Yes |
| Hospitalization | Yes | Yes | Yes |
| Surgery | Yes | Yes | Yes |
| Diagnostic tests (imaging, lab tests) | Yes | Yes | Yes |
| Dental care | Excluded (unless treating a covered illness) | Excluded (unless treating a covered illness) | Excluded (unless treating a covered illness) |
| Preventive care | No | No | Yes (vaccinations, parasite treatment, neutering as part of Wellness) |
| Alternative medicine | Yes | Yes | Yes |
| Travel coverage | NC | NC | NC |
| Civil liability | NC | NC | NC |
| Euthanasia | Yes | Yes | Yes |
| Death & cremation coverage | Yes | Yes | Yes |
| Theft or loss + search expenses | NC | NC | NC |
| Boarding fees | No | No | No |
Liberty Mutual excludes pre-existing conditions: any illness, injury, or condition showing clinical signs before coverage starts or during a waiting period is not eligible for reimbursement. Curable conditions may become eligible after a sustained symptom-free period (180 days) in applicable circumstances, but knee and ligament conditions are treated under stricter rules and may remain excluded. Bilateral conditions are treated conservatively: a condition present on one side prior to coverage can affect coverage for the corresponding condition on the other side.
Preventive and routine care are excluded from core medical plans and are provided only when the Wellness option is selected. Dental prophylaxis and many elective or cosmetic procedures are excluded, as are breeding‑related costs, most food and supplement expenses, owner-caused incidents, and costs tied to specific activities (organized fighting, racing, law enforcement duties). Non-medical items and administrative fees, as well as major-event exclusions (pandemics, war, nuclear events), also apply. These exclusions and the structure of plan options are central to how coverage limits, premiums, and claim outcomes are determined.
Liberty Mutual Exclusions
Pre‑existing conditions, including congenital issues and any condition showing signs before coverage or during waiting periods, are excluded, though curable conditions may become eligible after 180 days without symptoms or treatment (this exception does not apply to knee/ligament conditions).
Orthopedic rules are strict and notable: ligament and soft‑tissue knee disorders are treated as bilateral and are excluded if present before or during waiting periods, and dental exclusions are comprehensive for cosmetic and endodontic work while dental cleanings are excluded unless treating a covered illness.
Non‑medical items and fees (boarding, grooming, administrative and waste fees), food and supplements (including CBD), experimental or investigational treatments, and major procedures such as organ transplants are specifically excluded.
Owner‑related incidents (intentional acts, gross neglect, treatment by an owner‑veterinarian), injuries from organized fighting, racing, or professional use, and losses arising from pandemics, war, or nuclear events are also excluded, while memorial or funeral items are excluded even where euthanasia, burial, or cremation expenses may be covered.
| Exclusions | Details |
|---|---|
| Medical exclusions | Pre‑existing conditions and any condition with signs before coverage or during waiting periodsCurable conditions may be eligible after 180 days symptom‑free/treatment‑free (excludes knee/ligament conditions)Congenital defects showing signs before coverage excluded |
| Orthopedic & musculoskeletal | Ligament and soft‑tissue knee disorders excluded if pre‑existing or during waiting periodsBilateral application: a pre‑existing issue on one side can affect the other |
| Dental & elective care | Aesthetic, cosmetic, endodontic, or orthodontic dental services (caps, crowns, fillings, implants, root canals) excludedDental cleanings excluded unless performed to treat a covered illness |
| Food, supplements & cannabis | Prescription and non‑prescription foods and supplements excludedHerbal products and Cannabis (CBD) excluded |
| Treatments & procedures excluded | Experimental or investigational treatments excludedOrgan transplants and heart valve transplants excludedAnal sac expression without infection excluded |
| Non‑medical items & administrative fees | Boarding, grooming, house call fees, toys, leashes, and other non‑medical supplies excludedAdministrative fees, medical waste fees, and taxes excluded |
| Owner‑related & behavioral exclusions | Injury or illness resulting from intentional, malicious, or negligent acts by owner/caregiver excludedTreatment performed by a veterinarian who is the pet’s owner or immediate family member excluded |
| Activities & professional use | Injuries or conditions from organized fighting, coursing, racing, law enforcement, guarding, or other professional use excluded |
| Major events & catastrophic exclusions | Costs arising from pandemics, nuclear events, war, terrorism, or similar major events excluded |
| End‑of‑life & memorial exclusions | Funeral services, memorial items, urns, and caskets excluded (euthanasia, burial, and cremation costs may be treated separately) |
Liberty Mutual Prices
Liberty Mutual sits broadly in the mid‑range segment with an entry‑level accident plan and progressively higher‑priced tiers that add illness and wellness coverage, allowing policyholders to select the level of protection that matches their budget and needs.
Reimbursement rates, deductibles, and annual coverage limits are the primary drivers of competitiveness: higher reimbursement percentages with lower deductibles and larger annual limits translate into noticeably higher premiums, while accident‑only configurations keep costs low; for example, a 1‑year Labrador is listed at $36.42 for the Accident Plan versus $113.49 for the full Accident, Illness and Wellness plan.
Key differentiators that support Liberty Mutual’s pricing include integrated wellness benefits at the top tier (vaccinations, parasite treatments, and neutering), coverage for cremation and death benefits, alternative medicine inclusion, and administrative conveniences such as direct vet pay and poison control consultation; compared with more traditional carriers that may separate wellness entirely or offer fewer direct‑pay options, Liberty Mutual’s tiered approach blends basic accident protection with more comprehensive service options.
To help you find the best match between your needs and budget, compare the monthly estimated prices below.
| Profile of the animal | Accident Plan | Accident and Illness Plan | Accident, Illness and Wellness Plan |
|---|---|---|---|
| Dog Labrador 1 year | $36.42 | $86.79 | $113.49 |
| Dog Labrador 3 years | $36.42 | $95.39 | $122.09 |
| Dog Labrador 7 years | $36.42 | $118.93 | $145.63 |
| Dog Australian Shepherd 1 year | $36.42 | $84.35 | $111.05 |
| Dog Australian Shepherd 3 years | $36.42 | $92.46 | $119.16 |
| Dog Australian Shepherd 7 years | $36.42 | $114.65 | $145.35 |
| Dog French Bulldog 1 year | $36.42 | $95.88 | $122.58 |
| Dog French Bulldog 3 years | $36.42 | $106.31 | $133.01 |
| Dog French Bulldog 7 years | $36.42 | $134.83 | $161.53 |
| Cat European Shorthair 1 year | $16.70 | $43.94 | $69.47 |
| Cat European Shorthair 3 years | $16.70 | $45.96 | $71.50 |
| Cat European Shorthair 7 years | $16.70 | $58.96 | $84.49 |
| Cat Maine Coon 1 year | $16.70 | $43.94 | $69.47 |
| Cat Maine Coon 3 years | $16.70 | $45.96 | $71.50 |
| Cat Maine Coon 7 years | $16.70 | $58.96 | $84.49 |
| Cat British Shorthair 1 year | $16.70 | $43.94 | $69.47 |
| Cat British Shorthair 3 years | $16.70 | $45.96 | $71.50 |
| Cat British Shorthair 7 years | $16.70 | $58.96 | $84.49 |
Liberty Mutual Promo Codes
| Liberty Mutual Promo Codes | Details |
|---|---|
| HelloSafe Promo Code | -5% on your quote |
Note: Promo codes are subject to change. For the latest offers, check our comparison of the best pet insurance providers.
Reimbursement amounts with Liberty Mutual
Reimbursements with Liberty Mutual are calculated by subtracting your annual deductible from eligible veterinary expenses, then applying the plan’s reimbursement percentage — here we use the highest-tier plan (Accident, Illness and Wellness) with a 90% reimbursement rate, $100 annual deductible, and a $10,000 annual limit.
✅ Example 1: Consultation for allergic dermatitis
Total vet costs: $280 (consultation + medication)
Deductible amount to subtract: $100 (this is the first expense of the policy year)
Amount reimbursable after deductible with the highest-tier plan: $280 – $100 = $180
90% of that amount reimbursed: $180 × 90% = $162
👉 You receive a reimbursement of $162.
ℹ️ *The deductible applies once per year. Your out-of-pocket for this visit is the $100 deductible plus the remaining 10% coinsurance ($18), totaling $118.*
✅ Example 2: Emergency hospitalization for pancreatitis
Total vet costs: $4,500 (emergency exam, hospitalization, imaging, IV fluids, medication)
Deductible already satisfied earlier in the year: $0
Amount reimbursable at 90% with the highest-tier plan: $4,500 × 90% = $4,050
👉 You receive a reimbursement of $4,050.
ℹ️ *This reimbursement reduces your annual limit; remaining annual coverage after this claim: $10,000 – $4,050 = $5,950 until the end of the policy year.*
✅ Example 3: Wellness visit and vaccinations (wellness covered under this plan)
Total vet costs: $220 (wellness exam, core vaccines, flea/tick prevention)
Deductible already satisfied earlier in the year: $0
Amount reimbursable at 90% with the highest-tier plan: $220 × 90% = $198
👉 You receive a reimbursement of $198.
ℹ️ *Preventive and wellness services are included only with the wellness component of the plan and may be subject to specific sub-limits or annual allowances.*
Liberty Mutual Assistance
Liberty Mutual supports direct payment to veterinarians for covered expenses, which can reduce the need for owners to front large invoices when direct vet pay is requested on the claim form.
Poison control consultation fees are included under accident benefits, providing timely specialist guidance for suspected toxic exposures.
Claims can be submitted electronically through online claim forms and are processed digitally; policyholders commonly report straightforward submissions and relatively quick reimbursements.
A consumer-facing 24/7 tele‑veterinary hotline and installment payment programs are not clearly presented, and details on a dedicated mobile app or a partner clinic network are not emphasized for policyholders.
| Assistance Liberty Mutual | Available? | Details |
|---|---|---|
| Advance payment | ✅ | Direct vet pay available. The insurer can pay the veterinarian directly for covered expenses when indicated on the claim form. |
| Payment facilities | ❌ | N.C. |
| Mobile app | ❌ | N.C. |
| Paperless claims process | ✅ | Online claim submission and electronic processing available. Policyholders report straightforward digital submissions and relatively quick reimbursements. |
| Emergency vet service | ❌ | Emergency medical treatment covered under plans. 24/7 teleconsultation / dedicated hotline: N.C. |
| Vet/clinic partner network | ❌ | N.C. |
| Coverage abroad | ❌ | N.C. |
The insurer can pay the veterinarian directly for covered expenses when indicated on the claim form.
Policyholders report straightforward digital submissions and relatively quick reimbursements.
24/7 teleconsultation / dedicated hotline: N.C.
Customer reviews of Liberty Mutual
| Review platform | Rating and number of reviews |
|---|---|
| Trustpilot | 1.1 / 5 (635 reviews) |
Customers occasionally point out that Liberty Mutual makes online quotes accessible and that some policyholders have benefited from discounts, a modest positive thread among otherwise limited favorable comments.
More frequently, reviewers express frustration with claims handling—citing denials, delays, and settlement amounts they consider insufficient—along with recurring complaints about premium increases at renewal, billing or refund complications, and challenges contacting responsive customer service, which have driven much of the negative sentiment.
Pet-insurance-specific customer reviews for Liberty Mutual are not available on Trustpilot or Google Reviews in a form that can be excerpted; therefore illustrative, policy-specific review quotes cannot be provided.
Contact Liberty Mutual
| Liberty Mutual Customer Service | Details |
|---|---|
| To get a quote or subscribe online | You can use the HelloSafe pet insurance comparison tool, choose the plan that suits you, and click to get a quote. Online subscription channels: N.C. |
| To request and track a reimbursement | Submit a claim using the online claim form (available online) or via the insurer's electronic submission channel. Required documents: claim form (available online); additional supporting documents: N.C. Deadlines for submission: N.C. Reimbursement method: direct vet pay is available if indicated on the claim form; other reimbursement methods: N.C. Appeals and dispute handling: contact the Customer Satisfaction Department for formal appeals. |
| To obtain a certificate of insurance | Request a certificate by contacting customer service or your policy administrator. Channels to request: N.C. Information required to issue the certificate: N.C. Processing time and delivery method: N.C. |
| To contact assistance | Claims submission: online claim form (URL N.C.). Postal mail (administrative office): Independence American Insurance Company, 1208 Massillon Rd, Suite G200, Akron OH 44306. Phone: N.C. Email: N.C. Appeals and disputes: contact the Customer Satisfaction Department via the available channels. |
| To cancel my policy | You can cancel by contacting the insurer via telephone, email, or in writing. Cancellation contact mailing address: Independence American Insurance Company, 1208 Massillon Rd, Suite G200, Akron OH 44306. Information to provide for cancellation: N.C. Cancellation deadlines and refund conditions: N.C. |
Online subscription channels: N.C.
Required documents: claim form (available online); additional supporting documents: N.C.
Deadlines for submission: N.C.
Reimbursement method: direct vet pay is available if indicated on the claim form; other reimbursement methods: N.C.
Appeals and dispute handling: contact the Customer Satisfaction Department for formal appeals.
Channels to request: N.C.
Information required to issue the certificate: N.C.
Processing time and delivery method: N.C.
Postal mail (administrative office): Independence American Insurance Company, 1208 Massillon Rd, Suite G200, Akron OH 44306.
Phone: N.C.
Email: N.C.
Appeals and disputes: contact the Customer Satisfaction Department via the available channels.
Cancellation contact mailing address: Independence American Insurance Company, 1208 Massillon Rd, Suite G200, Akron OH 44306.
Information to provide for cancellation: N.C.
Cancellation deadlines and refund conditions: N.C.
FAQ
Do I have to pay upfront for veterinary fees with Liberty Mutual?
Liberty Mutual offers direct vet pay for covered expenses when the veterinarian and policyholder authorize it.
To use direct pay, indicate the vet‑pay option on the claim form or ask your veterinarian to request payment directly from Liberty Mutual.
If direct pay is not arranged, you typically pay the provider at the time of service and submit a claim for reimbursement.
Keep itemized invoices and medical records to support the claim and speed processing.
Claim forms can be submitted electronically and direct‑pay availability may depend on the vet and claim details.
How do I cancel my pet insurance policy with Liberty Mutual?
To cancel, contact Liberty Mutual by phone, email, or in writing and request policy termination.
Provide your policy number, named insured, pet details, and the desired cancellation effective date.
Some cancellations may require a signed written request or completion of a cancellation form.
Refunds or prorated premium adjustments are handled according to your policy terms; timing and notice period are N.C.
For billing disputes or questions about refunds, contact the Customer Satisfaction Department for guidance.
What waiting periods apply to Liberty Mutual pet insurance?
Liberty Mutual applies a 14‑day waiting period for accidents and a 14‑day waiting period for illnesses.
Specific orthopedic or bilateral conditions (e.g., ligament and knee issues) may have special treatment or exclusions.
Curable conditions may become eligible after the pet has been free of symptoms and treatment for 180 consecutive days.
Confirm the exact waiting periods applicable to your chosen plan on your policy declarations before scheduling treatment.
How do reimbursements work and what limits apply?
Reimbursement rates and annual limits vary by plan and are specified on your policy declarations; exact percentages and caps are N.C. here.
After an approved claim, Liberty Mutual pays eligible veterinary charges minus your deductible and any applicable coinsurance or copay.
Submit itemized invoices and medical records to support the claim; claims are reviewed against policy terms and exclusions.
Reimbursement method (direct deposit or check) and timing are handled per your account settings or claims correspondence; specifics are N.C.
What are pre-existing conditions and how are curable conditions treated?
A pre-existing condition is any illness, injury, or symptom that existed before coverage began or during a waiting period.
Ligament, knee, and bilateral conditions are typically excluded if they existed prior to the policy and are often treated as bilateral.
Some curable conditions may become eligible after the pet is free of signs and treatment for 180 consecutive days, but exceptions apply for knee/ligament issues.
Disclose prior veterinary history at enrollment and review exclusions to reduce the risk of unexpected claim denials.
What support services are included with Liberty Mutual pet insurance?
Liberty Mutual covers poison control consultation fees under its Accident Benefits for eligible cases.
Direct vet pay for covered expenses is available when arranged on the claim form and accepted by the veterinarian.
Availability of 24/7 telehealth or vet hotlines is N.C. in this summary; check your policy or membership materials for any included telemedicine services.
For claims help, coverage questions, or to request forms, contact Liberty Mutual customer service with your policy number and pet details.
Do I have to pay upfront for veterinary fees with Liberty Mutual?
Liberty Mutual offers direct vet pay for covered expenses when the veterinarian and policyholder authorize it.
To use direct pay, indicate the vet‑pay option on the claim form or ask your veterinarian to request payment directly from Liberty Mutual.
If direct pay is not arranged, you typically pay the provider at the time of service and submit a claim for reimbursement.
Keep itemized invoices and medical records to support the claim and speed processing.
Claim forms can be submitted electronically and direct‑pay availability may depend on the vet and claim details.
How do I cancel my pet insurance policy with Liberty Mutual?
To cancel, contact Liberty Mutual by phone, email, or in writing and request policy termination.
Provide your policy number, named insured, pet details, and the desired cancellation effective date.
Some cancellations may require a signed written request or completion of a cancellation form.
Refunds or prorated premium adjustments are handled according to your policy terms; timing and notice period are N.C.
For billing disputes or questions about refunds, contact the Customer Satisfaction Department for guidance.
What waiting periods apply to Liberty Mutual pet insurance?
Liberty Mutual applies a 14‑day waiting period for accidents and a 14‑day waiting period for illnesses.
Specific orthopedic or bilateral conditions (e.g., ligament and knee issues) may have special treatment or exclusions.
Curable conditions may become eligible after the pet has been free of symptoms and treatment for 180 consecutive days.
Confirm the exact waiting periods applicable to your chosen plan on your policy declarations before scheduling treatment.
How do reimbursements work and what limits apply?
Reimbursement rates and annual limits vary by plan and are specified on your policy declarations; exact percentages and caps are N.C. here.
After an approved claim, Liberty Mutual pays eligible veterinary charges minus your deductible and any applicable coinsurance or copay.
Submit itemized invoices and medical records to support the claim; claims are reviewed against policy terms and exclusions.
Reimbursement method (direct deposit or check) and timing are handled per your account settings or claims correspondence; specifics are N.C.
What are pre-existing conditions and how are curable conditions treated?
A pre-existing condition is any illness, injury, or symptom that existed before coverage began or during a waiting period.
Ligament, knee, and bilateral conditions are typically excluded if they existed prior to the policy and are often treated as bilateral.
Some curable conditions may become eligible after the pet is free of signs and treatment for 180 consecutive days, but exceptions apply for knee/ligament issues.
Disclose prior veterinary history at enrollment and review exclusions to reduce the risk of unexpected claim denials.
What support services are included with Liberty Mutual pet insurance?
Liberty Mutual covers poison control consultation fees under its Accident Benefits for eligible cases.
Direct vet pay for covered expenses is available when arranged on the claim form and accepted by the veterinarian.
Availability of 24/7 telehealth or vet hotlines is N.C. in this summary; check your policy or membership materials for any included telemedicine services.
For claims help, coverage questions, or to request forms, contact Liberty Mutual customer service with your policy number and pet details.
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