ComplaintsforMercury Insurance Group

• Initial Complaint

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In August of 2023 I took out an auto policy with Corriano Insurance Agency in *******, **, an agency that writes policies for Mercury Insurance. The policy was cancelled and I was due a refund of $509.00. First they said it was refunded to my my original debit card with ***** *********** but that account was closed on September 28, 2023. The refund was was sent to **************** on September 29, 2023. Mercury was the last party to have custody and control of the money, and they are denying me the payment of the refund due because they cannot find it. This has dragged on for almost a year with no resolution in sight. Someone did reach out to me bit they left their general customer service telephone number and when an agent answered they said they had to read the notes. I spoke with someone in authority a few months ago, and they said to stop calling because they do not have the money. I am filing a complaint against them with both the the State of California and the State of Arizona with the respective Insurance Commissioners. Mercury is responsible for both wasting both the original agency's time and my time. I would estimate I have spent 30 hours between calling Mercury and calling ***** Fargo. I am not aware of the Business Codes and the Insurance Codes they are in violation of, but I know how to find out. I completed my part of the contract. Mercury is in violation of the law by not refunding my return of premium.

  Business response

  07/01/2024

  Our records indicate that original refunds were issued for $15.00 &$509.00 on 8/8/23 and 9/29/23, respectively and neither rejected nor returned to Mercury. On the contrary, the refunds were confirmed as accepted back onto the **** card ending in ***** on 8/10/23 and 9/29/23 respectively. It is our recommendation that ******************** contact the financial institution who managed the **** card account in order to understand where her funds may have been placed after accepted on 8/10/23 and 9/29/23. 

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 29, 2024 I purchased a renter's insurance policy from Mercury for our family utilizing a Goosehead agent. The policy was set to begin on July 1, 2024. The policy cost $180.00. Within 2 hours of purchasing the policy I realized it did not offer the coverage I needed so I called the agent back and said we needed to cancel the policy. The Goosehead agent cancelled the policy. Again, this was all done on May 29, 2024 and the policy was not to be effective until July 1, 2024. It is now June 20 and Mercury has still not refunded the $180.00. I have called Goosehead 9 times and every time an agent calls Mercury and then tells me "you will see that refund in 2-3 days. I finally begin calling Mercury on my own. Yesterday, a Mercury agent explained to me that I will not see a refund until after July 1, 2024 and it will be prorated. I became very emotional. I asked how a company could legally justify holding onto my money for over a month and then begin a process where they prorate my refund that is due in full. I explained to the agent that this was not ok. I have a special needs son and we have an address that we have to move into on July 1. Per my lease I must have renters insurance. I cannot currently afford renters insurance because Mercury has $180.00 of my money and will not refund it. I am going to end up homeless if my money is not refunded so I can buy another policy. This is not a situation wherein I bought a policy and used it for a few days and then said "Oh shucks I don't like your company logo so give me my money back." I bought a policy, set a start date a month out, cancelled the policy two hours after buying it, and now the company refuses to give me my refund in a timely manner. THE POLICY NEVER EVEN STARTED. After telling the agent the issues the Mercury agent suggested I live in Air BnB's and just go into debt until Mercury releases the funds. That was the only solution offered. I am begging yall. PLEASE. Give. Me. My. Money. Back.

  Business response

  06/26/2024

  We reviewed the customer's information and have issued the refund back to the customer's Mastercard ending in #****.

  Customer response

  06/26/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************************
  
   
  

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got a car accident in Feb 10, 2024, that someone-the 2nd party hit my car from behind in a parking lot. Since this is obviously another partys fault from my opinion, while my insurance s conclusion is another partys fault as well, I decide to go deal with the 2nd partys insurance directly that way I dont have to pay my deductible first, in hoping they pay me directly. However in dealing with the 2nd partys insurance- Mercury Insurance, 5 months have passed, they keep telling me they need the insured version of evidence. I also have contacted them twice on phone with different people, in hope to learn how long the time window usually is in getting conclusion, the question is not clearly answered. It seems the case is no one cared about. Regarding numbers involved, my deductible is $1000, the potential repair is around $1300 according to quote, Mercury claim# CAPA-********. Incident on 2/10/2024.

  Business response

  06/17/2024

  Dear **********************,
  
  We are in receipt of the Better Business Bureau complaint for our claim number CAPA-******** which involved an accident that occurred on January 10, 2024.
  
  While we understand ***************** complaint, we have regularly been attempting to reach our insured driver to clarify the facts of the loss. As you know, we have a duty to our insured to fully investigate any and all claims made against them.
  
  The facts as reported by *************** are not as straight forward as indicated. Our insured initially reported the facts of loss as *************** being the cause of the loss for backing into our insureds vehicle. As such, we need to re-contact our insured to investigate the allegations *************** made against her.
  
  While we understand that the loss occurred in February, the lack of cooperation of involved parties does occur at times. We have fully advised *************** of the status of our pending investigation monthly per the ********************* of Insurance guidelines.
  
  We will continue our attempts to reach our insured driver to obtain the evidence needed to complete our investigation.
  
  In the meantime, we will continue to keep *************** advised of the status of our investigation.
  
  Should you have any further questions, please contact us.
  
  Sincerely,
  Mercury Insurance Company
  
  *********************
  Claims Branch Manager
  P.O. ******************************-0730
  **************

  Customer response

  06/19/2024

  Dear BBB,

  Thank you for passing Mercurys reply. I understand that they need to fully investigate the insured possible loss to have conclusion and they do keep me updated on the status monthly so far for 5 months. However when I want to learn what is the estimate time frame on solving these type of case in general, say, 10 month or 10 year while insured is not responsive, there is no clear answer. Mercury is in this insurance business for years, they should have already established routines in handling these situations. Please, is that too much for customer to learn the time frame while insured is not responsive. 

  From Mercurys reply, I learnt the first time that the insured has reported to Mercury, as well as learnt that the insured claiming that my backing up to hit her. Thats a pure lie. She told me she was aiming on the direction that she wanted to turn to, where is a cross way on the left side of the way she was driving, when I asked her why she hit me while Im right at front of her moving direction. And she asked me if she could pay me directly without going through insurance to avoid potential insurance increase. At that moment I am not sure how much the repair is going to be and I need to talk to my insurance first, so I told her I will see. 
  

  Thank you.

  ***************

  Business response

  06/26/2024

  Dear ************************,

  We are in receipt of your request for follow up on this matter.
  
  While we understand the concern regarding the amount of time it has taken to reach our insured, it is difficult to give a time frame of when contact with our insured driver will occur. Every claim is different, and we don't know what type of issues may be keeping our insured driver from responding. We are doing everything possible to reach our insured driver currently, including sending someone directly to their house to reach them. Ultimately, we are unable to give a time frame for this to occur.
  
  As far as the question of whether this could take up to 10 years, that will not occur as there is a statute of limitations of 3 years to resolve Property Damage claims in ***********
  
  If there is a continued lack of cooperation from our insured driver, it could lead to possible issues with coverage pursuant to the insurance policy. Unfortunately, it is impossible at this point in time to guess the outcome.
  
  As we understand ***************** position regarding the facts of loss, they do differ than what was explained to us when the claim was reported by our insured. As such, we have delayed a finding against *************** in an attempt to investigate the allegations further. 

   

  Sincerely, 

  Mercury Insurance Company

  *********************

  Claims Branch Manager

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am in disagreement with the insurer's actual cash value and amount of loss for my water damage claim.On May 30, 2024, I invoked the appraisal provision pursuant to my insurance policy and the California Insurance Code section 2071; however, the insurer is failing to comply with the appraisal clause, which could be considered a violation of the duty of good faith and fair dealing inherent in the insurance contract.

  Business response

  06/14/2024

  The concerns that the insured has expressed has been addressed and communicated. We have not failed to comply with the applicable policy clause.  The appraisal request has been accepted and the company has named their appraiser. 

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Have emailed Mercury about my wished to change to new agent Advantis Insurance Services with ca licence 0E83647 before or as of end of current policy 07-16-24 for my auto policy CAAP0000126561. Also asked for a form to do so. Mercury has refused to provide a written way to do so. Forward a form to be able to change to new agent or provide a WRITTEN way to make agent changes.

  Business response

  06/11/2024

  ********************** policy is set to renew on 7/16/24. If the customer wishes to have a new agency service his policy, the desired agency can rewrite a new policy for ****************** effective 7/16/24 to avoid any lapse in coverage.

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  MERCURY CANCELLED MY INSURANCE FOR MY MITSUBSHI LANCER LS INSURED SINCE DATE OF PURCHASE IN 2002, (CAR INSURANCE). I RECEIVED A QUOTE TO RENEW IT AT ALL THE SAME RATES YESTERDAY 6.4.2024, I TEXT ***** REQUIRED PHOTOS AND ODOMETER READING.MOM ZELLED ME MONEY YET AT 96 DID NOT LET ME KNOW. MERCURY JUST HAD CLOSED. ***** WAS AT LUNCH WHEN I CALLED TODAY AT 2 PM. ***** WAS AT WORK YESTERDAY. I WAS QUOTED A ***** BY *****. SHE CAME BACK FROM LUNCH AND HAD ******* TO CONTINUE HANDELING IT.THEN AFTER DOING A GREAT JOB, ******* INFORMED ME THAT A ZERO CHARGE TO MERCURY INSURANCE OCCURED IN 2019. IN A CAR WASH, NO DAMAGES. THE **** CAUGHT MY CAR AND A MINOR NO DAMAGE WAS RECORDED.NOW THE ***** IS HIGHER THAN YESTERDAY. I HAVE BEEN A CUSTOMER WITH THREE POLICIES, AND A GRACE ******* I THOUGHT IT WAS HOMEOWNERS THAT LAPSED. I WAITED FOR MY SSDI CHECK TO COME IN. I WOULD HAVE CALLED SOONER BUT THEY WERE CLOSED DUE TO THE HOLIDAY WEEKEND.I AM ALSO DISAPPOINTED THAT THIS OFFICE DID NOT HELP ME WITH MY RENTERS INSURANCE CLAIM. A ROBBERY IN THE AMOUNT OF $9,000.00 WAS DENIED.

• Initial Complaint

  05/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hello!So Im not sure what is going on with this company but its been horrible!!!!!! We field a claim back of March 2024 due to hail damage! We have a claim adjuster by the name ***********************. She sent us out a check within a week. The roofer ******* roofing comes out and does our roof and notices that we didnt have enough funds for the ridge, the fence( it didnt include power washing etc) or the metal caps on the roof (which were originally plastic and all of them were broken) so we submits a supplement 5/1 its now 5/31 and no one has processed our supplemental no one even cares to. My issue is I have a neighbor that lives to houses downs from me ( white lady) had mercury insurance and she has gotten her original claim funds back plus her supplemental ! So idk if she had a better deal adjuster than us or its because were minority either way this is unacceptable. *** called *********************** Ive called *********************** and no one can seem to process this supplemental why is this taking so Long? When is my claim going to be finished????? why does it take 2 months to complete our supplemental and the white lady down the street with the same insurance has all her funds back.

  Business response

  06/05/2024

  Mr. and *********************,

  We apologize for the delays in handling of the supplement. This was addressed and all payments issued on 05/31/24. We apologize again for the inconvenience.

  Should you have any further questions, please don't hesitate to reach out to me directly at ********************.

  Thank you,

  ***********************

  Property Supervisor

• Initial Complaint

  05/25/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Mercury requested months ago that I submit photos to satisfy their defensible space fire requirements. I submitted photos, but offered to my agent to have someone come out and see that my home satisfies Mercurys requirements as the house is on the back slope of a hill and it is difficult to take photos thats demonstrate the space in back of the home. Mercury waited until less than one month before my policy is due to be renewed to inform me that they would not renew my policy for mock of meeting their requirements. No one from the company was willing to come out to inspect my properly, which has passed similar city inspections for defensible space.it appears Mercury was looking for a reason to cancel my policy as they have been cancelling many policies in *********** in recent months in an effort to decrease their homeowner policy presence in **********. I believe this is an unfair business practice, deceptive and in violation of California law.

  Business response

  05/28/2024

  We did receive photos from the customer; however, the policy has been set to non-renew due to the property being built into the hillside/subject to landslide or mudslide and not having adequate defensible space. The customer can contact their agent to place coverage elsewhere.

  Customer response

  05/28/2024

  I do not believe that the photos I submitted were even reviewed by Mercury.  Moreover, I informed Mercury that the photos did not accurately capture the layout around the property, and required a personal inspection.  The property satisfies all of Mercury's requirements for defensible space.  Mercury is acting in bad faith in cancelling my policy months after I submitted my photos, less than a month prior to policy renewal.  Their actions are part of an unfair business practice, in violation of California law, in terminating policies without good cause and for manufactured reasons.  I invite Mercury agents to inspect my property in person and they will see that their requirements are satisfied.  

  Business response

  05/29/2024

  The photos submitted were reviewed by our underwriting team and there still appears to be foliage close to the dwelling; however, the property is still unacceptable to Mercury due to the fact that the property is built into a hillside/subject to landslide or mudslide as previously mentioned.

• Initial Complaint

  05/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have my vehicle insurance with Mercury Insurance (policy BA040000027396) for many years,Paid up on time. No accidents.Very few miles driven.Well maintained vehicles.Good customer.My renewal came, and without any warning, or explanation, the price has gone up an irrational amount.From $9,633.04 to $12,021.28 per year. That is a $2,388.24 increase.This is an abuse of a good and loyal customer, and poor business practices.Also price gouging.

  Business response

  05/28/2024

  Mercury recently had a rate level change which affected the premium for the renewal. The policy was reviewed by an underwriter and use and such was verified.  A revised renewal was issued at a premium of $10,487.28.

  Customer response

  05/28/2024

   They have not addressed the issues.

  1. There was no warning or explanation, of such a large rate increase.(this is price gouging)
  

  2. I would like to see a discounted rate for long time customer, with good driving records as well as payment record.
  

  Business response

  05/29/2024

  The policy renewal date is 6/29/24 and a copy of the renewal showing the increase was mailed out to the customer on 4/26/24; giving the customer almost 2 months notice of the increase. The policy is currently receiving a multi-line discount, a telematics device discount and an anti-theft discount. They can reach out to their agent to review coverages and see if there are any other discounts they may qualify for.

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In January 23, 2024, my car was hit by a client of Mercury insurance. January 30th we sent an estimate for the damages. On Feb 16th they were sent photos of the damages taken by the body shop. By March 12th we had not heard back from the insurance company. I called them and they said they hadnt received the photos. Resent photos March 12th at 4:36 pm. March 25th they claimed they still didnt have photos. Resent that day. April 5th my insurance agent got an email saying the estimate was approved. Set up appt with body shop May 13th. Call received 14th from body shop my car would be done on the 15th and I would need to bring the check in order to get the car. I told them I had not even heard from the insurance company. So I called mercury and they said they would have to issue a check to me. They sent me an email that allowed me to have the check deposited in my account. As of 3:29pm I have not gotten the check deposited and I cannot pick up my car until then. Meanwhile my rental car is up today and they are unwilling to pay for anymore days. This company has been a hassle from the beginning and are a poor excuse for a business. Who knew it took over 3 months and countless emails to get an estimate.

  Business response

  05/24/2024

  Mercury Insurance Company issued payment on 5/15/2024 directly to *************************** for the repairs of her vehicle per her request.  This was sent digitally and accepted by *************** as a direct deposit into her account. ********************** has agreed to pay the rental during the time the vehicle was being repaired.  The rental vehicle was picked up on 5/12/2024 and returned on 5/16/2024. Mercury has received the rental bill and are covering all these days for ****************.  Payment will be sent directly to ***** to satisfy the invoice.

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