ComplaintsforMercury Insurance Group

• 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.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  HOOKING YOU UP LLC- California Secretary of State ******************* *********************************************************************** ************* Received this message from Mercury;Ticket #******** Hooking You Up (Hooking You Up), ETA 90 mins. For ETA follow up please call provider directly at **************. I called them at 1:35 got a confirmation stating the driver will be here in 90 minutes. Its 4:03, no driver is here. 3;30 would have been 90 minutes. The company kept telling me the driver will be here in 15 minutes. I called at 3:45 and they told me 15 more minutes. I called at 4:03, they told me 15 more minutes. I have to drive to ***************** to try to catch the bank, by these people keep pushing my time back, I may not make it. The service is TRASH

  Business response

  05/20/2024

  We reached out to our roadside vendor, Nation Safe Drivers to get more information about this and this is their reply: After further review, the insured requested roadside assistance for a tow due to mechanical issues with her vehicle. The dispatcher created the service order and began searching for a provider to further assist; once found, the member was informed of the 90-minute estimated arrival time.
  
  Ultimately, when the insured called back, she expressed her dissatisfaction with the service because the provider continued to extend the **** and when they arrived on scene, due to another vehicle already being on the tow truck, the member refused to have them tow her vehicle unless it was on a flatbed.
  
  Thank you for sending these concerns, our ****************** team was made aware of the service provider attempting to assist but not having the capability to complete the service within the timeframe specified, causing the unnecessary service delay for the member. We will ensure this is addressed and moving forward we avoid as many delays as possible.
  
  I have attempted contact with the insured to formally apologize for the overwhelming difficulty of this incident, provide a $25 goodwill gesture for the wait, and inform the actions being addressed in regard to the matter. Unfortunately, I was unsuccessful in reaching her, so I left a brief message for her in case of a callback.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First off, I had accident where I hit a wall in a parking lot that had incorrect parking lanes and bumpers. The bumpers didn't align with the many over lapping (new and old) parking lanes. I hit the wall behind this at no fault of my own at under a 1 mile per hour. They first say it's "1500" for a repaint of the lower bumper, with no damage other than paint. After the fact, they charge a whole point for this non-sense saying the owner of the lot is not at fault even though their parking lot is illegally maintained. They would not remove the point and removed my excellent driver discord for "5 years" causing me rocketing bills. They wouldn't got into any detail why it was my fault other then quoting policy word for word which is up to their interpretation of said policy which is sketchy as h*** They overpriced the quote as the mechanic quoted lower, since it's over ***** in damage, I can't try to get the point corrected according to them. They also increased my rate by "22% which is rage inducing. The fact something so minor is point worthy is a shady way to increase rates at any and all opportunities.

  Business response

  05/17/2024

  This was a solo vehicle accident with damages that exceeded the $1,000.00 threshold; therefore, it is considered a chargeable loss which caused an increase in the policy premium. The customer stated that he feels he is not at fault; the line is the parking lot and not clearly marked and his sensor did not go off, it should have auto stopped and we explained although many people to use warnings on vehicle it is the driver's responsibility and chargeability would remain.

  Customer response

  05/17/2024

  This is a brazen attempt to increase my rates by removing my exceptional drivers discount. They can explain away and give any excuses to fit their policy reasonings as they love to do. The fact is they never told me I would be charged a point when I made the claim as I was not at fault. They also never told me that I couldn't fight the point since their adjuster said the paint job cost 1500 for a repainted number which is insutltingly high and ridiculous. As its over 1000 in damage, they saod I couldn't after the fact. The parking lot owner had an illegally maintained lot and they don't seem to care at all about that. At least they couldn't explain away their recent "system malfunctions" where they over quoted me by almost 100%. 

  Business response

  06/05/2024

  Our position remains the same as this was a solo vehicle accident with damages exceeding $1.000.00; therefore, it is a chargeable loss.

  Customer response

  06/07/2024

  And I stand by response (why bother replying if you're going to reiterate??), your company is incredibly *****. Not to mention a scam, any opportunity to make just a tiny bit more money in the grand scheme of things. You might as well just ask for increases for each pigeon f**** that lands on a car or a bad touch up job from a small scrap. It's pretty embarrassing. I wonder why people are leaving your insurance company in droves, now I know. 

• Initial Complaint

  05/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I got my car hit by a person in front of my house. Their insurance is Mercury Insurance. While my car was being repaired (not properly because I had to come back), they provided me a rental car, but they never notified me that my car was ready for pick up on 1/26/24. On 1/29/2024, they emailed me saying that the car was ready for pick up. I have all email copies here. They refuse to pay the remaining rental days, from 1/26 - 1/29. Please see the emails attached. The cost is $147,69.

  Customer response

  05/09/2024

  
  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

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  RE: Claim number ************* filed on March 8th 2024.I would like to have my insurance of 14 years pay for the water damage caused by a leak in my home. Per my denial letter there was " Observed extensive staining, deterioration and elevated moisture in the hardwood flooring that is indicative of a leak."However, the denial letter also states that my "Policy does not insure for loss caused by constant or repeated seepage or leakage of water or steam."My grievance is that I was sold a policy which I have been paying for 14 years, never late, that doesn't cover water damage. I would have never purchased a policy that I knew didn't cover water damage. It is difficult to understand that Mercury's argument for me not being able to use my insurance is because I wasn't aware of the issue sooner. How am I supposed to find a leak before there is damage due to constant or repeated seepage?

  Business response

  04/01/2024

  On March 8, 2024, you presented a claim to ********** Automobile Insurance Company (****) for water damage to your home from a leak from the shower. During claim report, you noted that the hardwood flooring was stained, with rotting wood in the home, and a crack in the shower. Our completed investigation revealed staining, deterioration, and elevated moisture along the hardwood flooring, along with missing portions of the hardwood flooring. While your **** policy insures against direct physical damage to your home resulting from a sudden and accidental event, there are policy exclusions detailed within the policy contract. As outlined in our March 20, 2024, correspondence, your policy does not cover for loss caused by constant and/or repeated leakage or seepage in excess of 14 days or more. Additional policy exclusions for damages resulting from wear and tear,maintenance, and deterioration apply to the necessary plumbing repairs. This exclusion is applicable whether the damage is visible or hidden from view. Coverage is not applicable for this loss, as outlined above, and the policy cannot address any financial compensation for the necessary repairs to your home.  We understand the frustration associated with the coverage outcome detailed above, but we did conduct a thorough investigation and accurately applied the terms, conditions, and provisions of the **** policy. If you have any questions, please contact us directly at ************.

  Customer response

  04/03/2024

  I was never made aware that the coverage I purchased did not cover my property if I failed to notice a leak within 14 days. I feel cheated that I purchased home owner's insurance that doesn't cover my home from water damage.

  Needless to say I do not appreciate being mislead into thinking I had coverage.

  Business response

  04/05/2024

  I am sorry that you remain dissatisfied with the outcome of your claim.  I understand the disappointment that inevitably follows when events do not transpire as expected.Your Homeowners Policy, as outlined within Section 1 - Perils Insured Against,insures against risk of direct physical loss to your home.  There are,however, coverage exclusions that apply.
  
  In the case of your claim, it was determined that the plumbing leak from the shower had been ongoing for an extended period. The resulting damages were all consistent with an ongoing leak, and not the result of a recent, sudden event. As you have been informed, repeated leakage, seepage and the presence of moisture in excess of 14 days are causes of loss that are excluded under your policy.  Specifically, Section 1, A. 2.c.(6) outlines that the policy does not insure for loss caused by constant or repeated seepage or leakage of water or steam, or the presence or condensation of humidity,moisture or vapor, that occurs over a period for 14 days or more. We respectfully disagree with your assertion that we mislead you or cheated you out of coverage. A thorough investigation was performed, and coverage was determined in accordance with the terms, conditions and provisions of the Homeowners Policy.

• Initial Complaint

  03/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have tried to get in touch with my insurance adjuster several times. Her name is ********************************** Property Claims Supervisor, I have tried to get in contact to resolve my plumbing issues. I have tried several times to try and talk to other supervisors but have been unsuccessful for 3 weeks now. I have not running water in my kitchen for several months and the issues has not been resolved and if tried to contact mercury as insurance company and have not got a reply back. This is very frustrating because mercury contractor dis-assembled my plumbing because of asbestos work being done to my floors.Please help. HIDONOL PONDS Claim Number #****-00213751#

  Business response

  03/29/2024

  Dear Mr. *************** have been notified by the Better Business Bureau (BBB) of your recent inquiry regarding your HO claim *************. Property Claims Supervisor, ************************* subsequently spoke with you on March 29, 2024.

  We confirmed that your plumber/contractor was unable to reset your garbage disposal which had been removed prior to emergency services and abatement related to this claim.  It appears the garbage disposal was damaged when it was removed by the abatement vendors. In addition, you advised that a toilet required resetting, the dishwasher still required reconnection, and the plumbing lines under the kitchen sink needed to be reconnected; all related to the abatement which took place.
  We have contacted a preferred plumber, D & P Leak Detection and requested they contact you to set up a time to complete these remaining items, including replacement of the damaged garbage disposal as the cost to complete these repairs/resetting is covered under your claim.

  A new adjuster will contact you shortly to discuss any supplement that *** be due related to paint damages that occurred when the abatement containments were removed. We will move forward to bring these open items to resolution to your satisfaction.

  Sincerely,
  ********** Automobile Insurance Company
  
  
  *************************
  Property Claims Supervisor
  Vineyard Property Claims
  **************

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been dealing with my adjuster since Oct 30,2023 she refuses to respond to my phone calls, text messages, and e-mails. She refuses to also answer the contractors telephone calls also, whom she herself recommended to do the work. The floors are damaged, and she sent out a floor specialist after the restoration company stated that they cannot fix the floors. It has been going on 2 months with no response. We finally did get a hold of her 1 and 1/2 month ago and she did promise to get this resolved within the week that week had a 4-way telecom with her and has since failed to contact any of us. This is very unprofessional of her as she is representing Mercury Ins.

  Business response

  03/19/2024

  A claim was presented with ********** Automobile Insurance Company (****) for a leak from the refrigerator supply line, resulting in water damage to your home. Coverage was afforded for the ensuing water damages to your home. During the course of the claim, it was determined that the tile flooring was stained. On January 29, 2024, an expert flooring vendor inspection was requested to review the stained tile flooring to ascertain repair options. Xact Floors conducted an inspection and determined that the flooring was unable to be restored. A payment was issued to you on March 18, 2024, addressing the tile flooring replacement. This resolves the total sum of monies owed to address damages sustained under the above claim.

  
  We apologize for the delays associated with your claim as we conducted a thorough investigation of all items warranted to restore your home to its pre-loss condition. Our goal is to resolve claims promptly and in accordance with the terms, conditions, and provisions of the **** policy.Should you have any further questions, please contact us directly. Thank you for being a valued customer of *********************************************. 

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mercury Insurance mailed me a claim (invoice) for damages in the amount of $10,450. The claim did not include an incident date or description, nor did they provide any supporting documentation...just a bill in the mail.It took almost a week, but eventually ******* from mercury returned my phone calls. It turns out that mercury was mistaken, and I am not the responsible party. The claim was erroneous. I asked how to resolve the matter and have the claim removed, and *********************** up abruptly without answering my question.I have since spent too much time on the phone with Mercury being transferred and disconnected, attempting to find the right person to discuss this with. At this point, no one has returned my phone calls and the issue is unresolved.

  Business response

  03/22/2024

  We were unable to locate any claim info based on the information ******************** provided. A voice mail message was left for him at the number included in the complaint on 3/15/24 at 2:04pm; however, we have not received a return call to date.

*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. ↩