Liberty Mutual Insurance has launched a conversational AI tool allowing customers to obtain car insurance quotes through ChatGPT, marking what it says is a first-of-its-kind initiative by a major carrier.
The app enables users to receive auto insurance quotes in minutes through a chat-based interaction, replacing traditional online forms with a conversational process embedded within ChatGPT.
The service is currently available to drivers in seven US states: Arizona, Kentucky, Ohio, Missouri, New Mexico, Utah and Wisconsin. Liberty Mutual plans to expand conversational AI-based quoting to more than 40 states by the end of the year.
Users who access the app and connect with Liberty Mutual are asked a short series of questions within ChatGPT. Once completed, they are directed to LibertyMutual.com to finalise coverage selections and bind their policy.
Unlike some comparison-style tools, Liberty Mutual said its app uses its own pricing engine to generate a personalised quote based directly on user inputs, rather than providing estimated price ranges or redirecting customers to third-party sites.
Tyler Asher, chief distribution and marketing officer for US retail markets at Liberty Mutual, said the move reflects changing consumer behaviour.
“We are excited to extend access to our products and provide additional platforms for customers to find great coverage at a great price. Consumers have more choice than ever in how they choose to shop, including emerging channels like conversational AI and large language model (LLM) platforms,” he said.
“As this shopping process continues to evolve, it’s beneficial to customers that we meet them wherever they are, leveraging the newest technology to simplify the buying experience and deliver personalised coverage faster and more intuitively than ever before.”
The launch comes as insurers experiment with generative AI and chat-based interfaces to reduce friction in customer acquisition and streamline quote journeys, particularly on mobile and digital-first platforms.
