Complaints

This profile includes complaints for Mercury Insurance Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mercury Insurance Group

  1700 Greenbriar Ln Brea, CA 92821

• 

  Jeff Tippens Insurance Agency

  313 N Ohio Ave Live Oak, FL 32064

• 

  Mercury Insurance Company of Georgia

  375 Northridge Rd Ste 600 Atlanta, GA 30350-3297

• 

  Mercury Insurance Group

  3227 E. Bell Road #D252 Phoenix, AZ 85032

• 

  Mercury Insurance Group

  8825 Aero Dr San Diego, CA 92123

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February I got a new insurance cheaper. I had a welcome package. In April 14 2025 they sent me a cancellation notice witch was received on April 21 2025. It was going to terminate on April 25 2025. I have 4 dogs. One is my service animal. Witch is different then a pet. This company did not tell me about there policy upfront. They are discriminating against me and my service animal. I'm in a 5 bedroom and 3 bathroom house witch I owe. This company should be upfront and no longer have any business in *******. Our laws in ******* is different then other states. They have discriminate against me and my service animal

  Business Response

  Date: 05/01/2025

  On the application the insured completed for this policy, there is a question inquiring as to how many dogs are in the household and the application states that there is only 1 dog in the household. Had the customer disclosed upfront that there were actually 4 dogs in the household, we could have determined that the risk was ineligible as we do not write risks with more than 3 dogs in the household and coverage would not have been bound. Once we discovered that there were actually 4 dogs in the household, the policy was set to cancel effective 4/25/25.

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For over twenty years, we have had Mercury Insurance Company for our Homeowner's Insurance. Last summer, we had water damage to our master bathroom, downstairs bath and garage. This was due to an overflowed tub. We filed a claim, and during the restoration process, the drywall was removed in the garage and in the downstairs bathroom. All of the pipes to all three of our bathrooms were accessible. In February, we received a notice of non-renewal from Mercury. We were told it had nothing to do with us filing a claim, but it had to do with older home upkeep. We were told that if we got a homeowner's inspection, that would show we had done remodeling and upkeep. We paid $650 and submitted the inspection. There were no issues with the inspection report. Mercury told us that they would not renew our policy because our home had original pipes and we would have to repipe the house. My complaint is that they knew we had original pipes from our previous home inspection done when we purchased the house. No one told us that original pipes would prevent us from getting a policy renewal. They made us get the inspection without even asking that question. If they knew that the pipes were going to be an issue with the renewal, why not tell us that when the walls were open and the pipes accessible? Now we're faced with replacing copper pipes with the cheaper alternative, opening drywall, replacing drywall, texturing and repainting. This is what we just did during the claim. Now when we called Mercury to say we're getting ready to have the house repiped, they said our wiring also needs to be replaced. That was not in the rejection report they sent after they received the inspection. This is unethical and should be illegal. Why would a business be able to treat its loyal customers this way in **********? I want someone from Mercury to answer my questions and I want a refund for our $650. They should also pay for the repiping, redrywalling, texturing, and painting.

  Business Response

  Date: 04/16/2025

  We requested proof that the roof, plumbing, heating and electrical systems had all been updated in order to offer renewal. We did receive acceptable proof for the roof, water heater and electrical; however, it was determined in the inspection report that the plumbing system is original to the home (56 years) and per our underwriting guidelines, the plumbing system must be updated within the last 50 years. Policy is currently set to non-renew effective May 16, 2025 if this proof is not received prior to that date.

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A letter from Mercury insurance was sent to us They need proof that the home systems below have been fully replaced in the past ***** years Plumbing, Electrical, Heating (HVAC) paid receipts/invoices of when these systems were replaced in the home. If you think the updates were made, but you do not have the documentation that Mercury is requiring what you can do is contact a licensed contractor and have them do a full home inspection, Mercury will accept a current home inspection conducted by a licensed contractor stating the current condition of each system, approximate ********** expectancy ** one thing to note though is that, if the inspection states that the systems are old and life expectancy is less than 5yrs, Mercury will not accept the inspection**A lot of our clients are either completing the updates or getting the home inspection by a licensed contractor. We had a roof claim in 2022 due to the Los Angeles State of Emergency event due roof damage from torrential rain hail and wind event. we got the roof replaced in 2023 and we got an inspection report for the home verifying our updated home infrastructure and great home condition. now we're being dropped. We did all the above requests and still was not renewed. we were told the work completed less than 15 years ago was too old even though they said too old was ***** years or older updates. They caused us to spend money on an inspector and didn't even honor the reporter other photos and receipts.

  Business Response

  Date: 03/18/2025

  On the original inspection we received, no age or replacement year of plumbing was noted. We received a revised inspection which then stated that the copper piping was from 1970 which is over 50 years old and would need to be replaced. If the customer makes these upgrades, they can contact their agent at ******************************** at ************** to discuss options for replacing coverage.

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My insurance agency Broker who wrote my home insurance for my property stopped doing business with Mercury Insurance because he took on a different job. I was informed because he was no longer "a producer" i insurance would expire on February 2025. I immediately called my insurance agent and called Mercury Insurance. I spoke to an agent at Mercury Insurance and received an explanation. I was told by that Mercury Insurance agent that my policy will/would be placed with an agency that does business with Mercury Insurance and that my insurance will not lapse but would continue. I made that call on January 6, 2025 long before the expiration date of February 22, 2025. I thought it was all taken care of and interaction trusted who i spoke with. Now I find out my home is not covered. I feel as though I'm being taken advantage of to make me pay more money for insurance. I was told by **** a manager at Mercury Insurance "she listened to the recorded conversation and that I called after hours...which I DID NOT and that I was given a number to call back to complete a process...which is a total lie! I called during business hours without a doubt and was told my policy is safe and will be transferred to an active insurance agent to continue my coverage so it will not lapse! Please help me because this should not have happened...someone dropped the ball and it was not me. I know what conversation transpired.

  Business Response

  Date: 03/14/2025

  The customer did receive the notice of non-renewal due the agent on file no longer being affiliated with Mercury. The call to our office from the customer was placed on 1/6/25 at ****** PST. The representative that spoke to the customer advised her that our ***************************** would be able to assist her with changing agents; however, advised that  department did not open until 8:00am PST and the representative provided the customer with the ***** number to call back after 8:00am. No other calls to our office were received from this customer until 3/10/25 at which time the policy had expired and the customer would need to rewrite a new policy.

  Customer Answer

  Date: 03/14/2025

  The business' response is not accurate. I know what my conversation was with the person I spoke to at Mercury. Verbatim...the person I spoke to said to me "I will place your policy with an agent that write policies for Mercury." I remember asking, so my policy will continue to be in effect and the answer was "yes". I recalled being very relieved the issue was resolved.

  I just want my policy to be reinstated. Thank you

  Business Response

  Date: 03/14/2025

  The call has been reviewed by management and in the conversation, the ***resentative the customer spoke to on 1/6/25 is not in the appropriate department for handling agent of record changes. A DocuSign needs to be p***ared and sent to the customer for signing. Since the department that handles this was not yet open as it was 6:20am and our ***************************** opens at ******, the ***resentative explained to the customer that she would have to call back after 8am for assistance and she asked the customer if she would like to write down their number and the customer ***lies that she is ready. At this point the *** gives the number to the customer and then the customer asks what she should say to the Customer Relations *** when she calls back and if she should explain that she needs the policy changed to another agent and the Mercury *** advises that is what she needs to explain when she calls back and then the customer thanks the *** for the information and the call ends. The customer would need to locate an agent of choice and contact them about her options for rewriting coverage as the policy mentioned in this complaint is unable to be reinstated.

  Customer Answer

  Date: 03/17/2025

  
  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 if I will receive the same annual premium and/or reasonable for *********. The breakdown in communication should never have happened and at no fault of my own. How soon can I receive coverage and move forward? Thank you
  
  Regards,
  
  ******** ****
  
   
  

• Initial Complaint

  Date:03/10/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Just received a notice that Mercury is canceling my homeowner's policy due to having a Challenger electrical service panel. AND THEY ARE GIVING ME ONLY 23 DAYS NOTICE! This is nuts. There is no way I can get permits, get an electrician, get permission from *** and get the work completed in 3 weeks. Calling them resulted in a firm NO. No extensions. No exceptions. This should be illegal. The service panel has been there since 1989, what is the rush? Just trying to get rid of California policies apparently

  Business Response

  Date: 03/18/2025

  We received an application for this policy on 1/22/25. During the 60-day period that we have to review a policy and determine it's eligibility. Electrical must have 100% circuit breakers. Federal Pacific Stab-Lok and Zinsco (including, but not limited to, Zinsco style panels produced under the Magnetrip, Sylvania and Challenger names) panels are ineligible. The customer will need to contact their agent, AIS at ************** to discuss their options for replacing coverage.

  Customer Answer

  Date: 03/18/2025

  This answer does not address my complaint, which was that I was only given 23 days notice!  Why did it take 37 days to determine my panel was not acceptable?  Your inspector was out taking pictures the next week.  And if you have asked me when I applied I could have told you what kind of panel I have.

  Instead, it took you over five weeks to notify me, leaving me a ridiculously short time window to replace the panel with an acceptable one. Then, when my agent told you I would replace the panel and asked if we could have a 30 day extension, the answer was "N0."

  What would be the harm in giving me a little extra time to correct the situation?  I saw from a previous complaint with the same issue that customer was given extra time to comply.

  I am trying to get the panel replaced in time because in **********, losing your insurance is not just a matter of "working with your agent on other options..."   There are few options.

  I am suggesting you have a process to provide reasonable extensions for homeowners who show good intent to correct the deficiency identified during the underwriting process.   

  Or at least ask about the electrical panel during the application process!

  Business Response

  Date: 03/27/2025

  Once a policy is written, the insurance company has 60 days to determine it's eligibility. The policy was written effective 2/12/25 and the dwelling inspection was reviewed on 3/7/25 and we determined that the electrical panel was unacceptable per Mercury's guidelines and a notice of cancellation was sent out on 3/10/25. Coverage will terminate if proof of replacement to the electrical panel is not received prior to 4/5/25. If the customer is unable to provide this prior to the cancellation date, they will have to contact their agent to discuss their options for replacing coverage.

• Initial Complaint

  Date:02/26/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company asked for pictures and information about my dogs after a large claim. I submitted the i formation via their portal.I received a notice in the mail saying they didnt get the information - this is not true. And that they were dismissing me as a customer because of this. They then wrote me later saying they accidentallydid not send me the correct version of the california home insurance finder notice, and the California fair plan notice required by law.That letter was sent many months later.This was two years ago and i was very upset with the company and how they were treating me so even though i knew they were dismissing me illegally i did not do anything. I just got another carrier. This carrier has now reieved a low rating and my mortgage company needs me to get another carrier. Right now in ********** this may not be possible other than an expensive plan with California fair that does not cover much. So now i am stick and am going back to reviewing how i was dismissed illegall from Mercury.

  Business Response

  Date: 03/06/2025

  On 1/4/23, we requested photos of the property, proof of updates to the roof, plumbing, heating and electrical systems and photos of all dogs in the household including biting history. We received some photos of the dwelling but no proof of updates or information regarding dogs in the household so a notice of non-renewal was sent on 2/7/23. The requested information was still not received and the policy was set to non-renew effective 5/14/23. During a review of our policies, it was discovered that the notice of non-renewal did not include the correct version of the California Home insurance Finder Notice and the California FAIR Plan Notice, as required by law so a new notice of non-renewal was sent to the customer on 5/5/23 extending the coverage until 7/25/23.

• Initial Complaint

  Date:02/24/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 24, 2024, my grandmother, ******** ****, received a call from Mercury Insurance. She spoke with an agent by the name of ***** ******. ***** insisted that my grandmother's policy needed to be paid or that it would be canceled immediately. My grandmother assured her that the car insurance bill had been paid and that the debit card to submit the payment had been changed. ***** argued with my grandmother stating that the bill was on her desk and that she better pay immediately, threatening and demanding. After feeling very distressed, my grandmother hung up the phone and called Mercury Insurance the same day followed by my mother, ***** ******, calling as well because they are on the same insurance policy. My mother then spoke to ***** from Mercury who assured her that their policy was up to date and that there was no threat to cancelation; he also apologized for ******* unprofessional demeanor and could not explain the mistake and obnoxious behavior. Unbeknown to us, the policy that ***** was referring to was my own policy. No phone call had ever been placed to me. My mother does pay for my policy as well, and we used to all be on the same policy, hence the mix-up that we did not discover until weeks later when my insurance was canceled without sufficient notification to me. We were notified of the cancelation when we tried to file a claim due to a hit and run that caused nearly ****** worth of damage to my brand new vehicle. We have been customers with the same agent for years, have never filed a claim, and feel as if the mistake made by Mercury and their agents caused undue stress and extreme financial burden to my family. We also feel as if the policy should have not been canceled without the appropriate and correct notification via telephone. I have never been uninsured.

  Business Response

  Date: 03/04/2025

  Notices of cancellation were sent out on both policies; however, when the insured called in to update the payment information, she only provided it for one policy. Since they are separate policies, we do not automatically update the payment information for other policies that have the same credit card on file. It was only after the policy in question canceled final and the insured reported a claim that we were notified that they wanted to payment information to be updated on both policies. Our claims department is currently investigating the reported to loss to determine if coverage applies.

  Customer Answer

  Date: 03/04/2025

  The matter is still under investigation, and we are awaiting the final response from Mercury. Mercury neglected to report that they called the incorrect party to request payment. The number called by Mercury was ************. Rather than negate blame and deflect it onto me, Mercury has yet to admit that they informed the wrong person via phone that the policy would be canceled. It is not the responsibility of my mother who pays for the insurance with her card to inform Mercury that two policies are paid with the same card as their response suggest. It is the responsibility of Mercury insurance to inform me via telephone of impending cancelation which they neglected to do. The phone call to the wrong party leaves the responsibility on Mercury for failure to inform me, the policy holder. If I did not contact Mercury for a claim, I would have never known that the policy was canceled. I was never informed. As a result of their negligence, I have suffered mental and financial strain.

  Business Response

  Date: 03/18/2025

  A notice of cancellation was mailed to the policy address on 1/6/25 advising Ms. ******* that her coverage would terminate on 1/27/25 if the payment was not made. Mercury Insurance does not place telephone calls on policies pending cancellation as we do send a notice via US mail. This policy and the policy Ms. ******* mentions for her mother are two separate policies; therefore it would have been up to the policyholder to notify us that the card on her policy needed to be changed in order for us to charge her correctly for coverage. The cancellation on this policy effective 1/27/25 stands and Ms. ******* will need to contact her agent at AES Insurance Services at ************** to discuss her options for replacing coverage.

  Customer Answer

  Date: 03/20/2025

  Mercury Insurance is giving false information regarding the cancellation of the policy.

  It is their practice to call and ensure that the policyholder understands that their policy will be cancelled. I know this to be factual because my grandmother received a call about my policy expiring.

  Once again, Mercury is not taking responsibility for placing an incorrect phone call. 

• Initial Complaint

  Date:02/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/17/24 my car was smashed by a man merging into my lane. I pulled over to collect his information, take pictures and then later filed a claim with both my insurance (Geico) and his (Mercury). It's been 5 MONTHS... I have called the claims specialist, ******** *****, multiple times and she has NEVER answered the phone or called back. You can clearly see by the damages in the photos who is at fault but they need his version of the accident in order to move forward. The man who hit me is purposely avoiding the calls and needs to be held responsible. I want my car fixed ASAP and since Mercury insures him, they are responsible for the repair cost!!!

  Business Response

  Date: 02/19/2025

  Thank you for reaching out with your complaint.  We have not been able to reach the driver of our vehicle to date and they are also not listed as a driver on our policy.  We have spoken to our insured and they are trying to help us reach the driver.  Our insured did say the driver is stating they did not make a lane change into your vehicle but we are trying to reach them to get a detailed statement on the facts of loss.  We will continue to keep you updated on any new developments.  I also see you spoke with supervisor ****** ****** on February 17, 2025 with an update as well.  Please continue to reach out to supervisor ****** ****** for any questions or updates as well at *******************.

• Initial Complaint

  Date:01/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my home in 2020 by taking a loan with ************. The loan was escrowed, meaning the bank was responsible for paying my hazard insurance. In February 2021 ***** was hit by an extreme cold front. My house was severely damaged after the pipes froze and burst inside the walls while we were out. The house was flooding during that time, causing damage to drywall, pipes, flooring, all cabinets, and some electric lines, and the water well pump was destroyed. When I called the insurance to make a claim, I was told that my insurance was canceled due to non-payment. I went back and forth with the insurance company; they kept telling me the same. Between then and now, I am still dealing with the repairs and replacements and must have spent well over 50 thousand dollars out of my pocket in replacement costs during those last 4 years. The replacement of the well pump alone was around 6k. I am just getting to this now because the bank was not giving me clear answers, and Mercury Insurance kept telling me I had no insurance on February 21st, 2021. It wasn't until I fairly recently filed formal complaints against the bank that they investigated and provided proof the premium payment was indeed made, and Mercury Insurance had no reason not to let me file a claim for damages. Because I did not have all the money to pay one contractor to make all replacements and repairs at once, I still struggle to get things done since 2021. I am planning to file a lawsuit before February 15 if Mercury keeps ignoring me. I filed a formal complaint with the *** but can't wait forever for replies.

  Business Response

  Date: 02/14/2025

  Policy was canceled effective 12/27/20. A payment was received but it was past the date to reinstate the policy so the funds were sent back to the customer and policy remains canceled.

  Customer Answer

  Date: 02/20/2025

  I was not responsible for payments of the insurance premiums, the mortgage servicer was.  My mortgage company sent me documents which prove that the policy was active at the time. I got paper trail, check history etc. So it looks like lies are involved so Mercury avoids responsibility for my loss. 

  Business Response

  Date: 03/18/2025

  As previously stated, the policy was canceled effective 12/27/20. A payment was received but it was past the date to reinstate the policy so the funds were sent back to the customer and policy remains canceled. While the customer notes it was the responsibility of her mortgagee to make the payment, she was equally as responsible to make sure that they followed through on this and paid it on time. The customer was sent a notice of cancellation on 12/16/20 to alert them that the payment had not been made.

• Initial Complaint

  Date:01/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $2624.90 to Mercury for 6 month car insurance ending 6/29/2025 ($2643.64 minus $24.00 credit from over pay last 6 months). Now Mercury charged me $2.64 for fraud fee. I was told to pay the full amount the difference of $16.10 because Mercury refunded $24.00 into my account already. Yes. I paid the difference $16.10 willingly. But Mercury wanted to charge me $2.64 fraud fee. I am very upset because I fraud no one here. Mercury receives money even 6 months in advance and not clear in their billing, they can not say I fraud them. No one fraud anyone here. They have to pay my money back. This is taking people money by using all excuses they can name to get money from. This is not fair for the customers. I am not happy at all. Please help to protect many customers from these big companies hiding under all kinds of excuses to get our moneys with big names and reasons and even we bring it to their attentions they pretend like they cannot do anything. Please speak for us consumers. Thank you so much!

  Business Response

  Date: 01/23/2025

  This fee does not mean the insured has committed fraud. The annual fraud fee is $0.88 per vehicle listed on an auto policy and is used to fund the investigation and prosecution of auto insurance fraud and is charged on every California policy; therefore, we are unable to accommodate the customer's request for a refund in the amount of $2.64.