ComplaintsforMercury Insurance Group

• Initial Complaint

  12/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  After having always on time to make my Mercury Insurance Homeowner policy payments Have I just received a notice of non-renewal from Mercury Insurance.

  Business response

  12/28/2021

  The policy has been non-renewed as the risk no longer qualifies due to the claims history. Per our guidelines, a risk is no longer eligible if there is more than 1 loss in the past 3 years, has more than 2 losses in the past 5 years or has had more than 1 fire loss, more than 1 water loss, more than 1 liability loss, more than 1 wind/hail loss, more than 1 theft loss or more than 1 any other type of loss in the past 5 years. There have been 2 losses reported on this policy dated 7/19/19 and 9/29/21 and both were water losses.

  Customer response

  12/28/2021

  I do not accept the business response as they don't offer to reinstate my policy as per my request.

  Business response

  12/29/2021

  Regrettably, the customer will need to contact their independent agent for a quote with another carrier as this risk no longer qualifies for Mercury Insurance due to our guidelines regarding claims as previously mentioned.

  Customer response

  01/20/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/19/21 - Roadside assistance was called at 6:40 pm, hey never showed up, it has been 2 hours. I let the representative know that I didnt want to wait 2 hours. They didnt bake any attempt to reach out to find another provider. This is the 3rd tine that they left me waiting for long periods of time to get towing. Tomorrow is street sweeping and I have to move my car from theThe service is **** poor! Because this bus the 3ti e and they refuse to correct the poor customer service, I am requesting my monthly premium to be refunded if $247.00. The Time is now 8:56 pm. My initial call was at 6:40 pm. Now it is 8:57 pm. Thats more than 2 hours abs they are still a no show. The Mercury insurance is now trying to tell me tgat I have to wait another hour for towing g. I already told them that the temperature will drop to ******************************* the cold trying to get towing g. If I get a parking citation, I expect Mercury to pay it since they left me without service.

  Business response

  12/28/2021

  After reaching out to our roadside provider, our findings on this matter are as follows:
  Customer requested service; within 9 minutes the service was dispatched. Customer followed up once the *** had been met to advise the provider had not arrived.Dispatch followed up with the provider, who advised they were unsure why their driver did not arrive to complete the service. However, they could ensure it was put on their list & they could resume service. The dispatcher advised the customer of this information & offered to redispatch the service to another provider. The customer declined & the call was left as is. A few moments later, customer followed up with dispatch & immediately requested to speak to a supervisor. Customer was very irate, the dispatch attempted to de-escalate the situation/get information about  customer's concern. The customer was once again given the option to have the service re-dispatched & declined stating she wanted the initial provider to come out to assist, because they needed to do their job.
  Customer was connected with a supervisor as requested, upon connecting, customer advised she no longer wanted to wait for this provider. The supervisor apologized for the inconvenience & customer agreed to have service re-dispatched.
  Within 4 minutes of the customer agreeing to allow the call to be re-dispatched a new provider was secured. Customer was advised of the ********* *** for this service and asked to instead cancel the service.
  We have brought this initial provider lack of service to the attention of our Mercury field manager. We are reaching out to the customer to discuss her concerns & extend our sincere apologies for any inconvenience & frustration this experience may have caused. Once we connect with the customer, we will also discuss reimbursement consideration. 

  Customer response

  12/28/2021

  I want them to respond and deal with the issue 

  Business response

  12/29/2021

  Our roadside provider confirmed that they reached out to the customer on 12/22/21 and left a voicemail with their contact information but had not heard back as of today. They tried again today and the call goes right to voicemail so they sent an SMS with their contact information and will attempt to connect with the customer again later today.

  Customer response

  01/20/2022

  They didnt do anything. I dont have any voicemail from them. Not sure who they called. My position remains unchanged, their service is **** poor, Perid!!

• Initial Complaint

  12/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/08/2021 My car was Stolen and reported to police and Mercury Ins. Mercury Claimed it a Total loss , requiring copy of title to be given to Mercury in order for me to receive loss payment. My title still showed a lien holder from loanmart. That title loan had been paid off in 2015 but they never processed lien release. I called loanmart and just like they had done before they claim I still owe them money. In order to move forward with my claim and get my much needed loss check I agreed to settle with them for $800. I received Settlement papers and showed them to my adjuster letting her know I would be getting title. In the mean time I received a message on my voice mail that my car was recovered and where it was located. I Never have been in this situation so I thought it best to advise my adjuster . The adjuster had me release the car to Mercury's yard, and told me my claim would have to start all over with getting a new loss payment amount. I advised my total loss adjuster NOT TO CALL THE **** HOLDER, as they will tell her I owe money and I already have $800 settlement pay off in the works with them. Then I am told the pay off will remain the same, I was never sent any new claim info, but I then was advised that Loanmart canceled my settlement agreement to get my title because my total loss claim adjuster did what I asked her not to do and called loanmart who now claims I owe them 21k because she informed them of my $5300 Total loss payment. Mercury then advised me that Loanmart was served them with repossession papers on a total loss car. Since 2013 loanmart never tried to repo my car and since 2015 we were done with Business. Now that Loanmart knows there is a bigger payout they cancel my settlement and availability to get paid off. Had Mercury's agent not called, as I advised her not to do, I, the customer and insured would not be in this position of not being able to purchase another car. Mercury is at fault.

  Business response

  12/20/2021

  After concluding our investigation Mercury accepted Ms. *********** position that Loan Mart's interest is invalid, and paid her directly for the settlement. 

• Initial Complaint

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We filed a claim October 9th and Mercury sent several representatives out to our home to evaluate a leak in our second bathroom. It was determined by those representatives that there was asbestos. This lead to additional Mercury representatives coming to our home. We were told at the beginning of November that we would need to be relocated in order to complete the work needed to have the asbestos removed. We were told that the accommodations to house our family were too expensive. We sat in limbo for over two weeks while our children's bedrooms were packed up and stored in our dining room from floor to ceiling. We had to go and buy air mattresses and linen to provide a place for our children to sleep. Our claims agent has been slow to respond with a solution. They have asked us for documentation from 3 years ago when we had plumbing issue on the other side of our home. It's December 1st and no response from our 'claims agent'. We are very disappointed in the lack of service that we have received. We escalated to a supervisor and still have no solution and have been with out our second bath since October 9th. Can anyone help??? Can you fix the original issue that we filed the claim for? Remember the leak???? Why are we stuck on the flooring replaced in 2018? Please fix the original issue and make our home whole again. Your representatives discovered the asbestos. Will you now ignore us and not follow-through? We are very confused by your lack of activity. We do not have documentation from 2018.

  Business response

  02/18/2022

  
  Our investigation into coverage is now complete and the appropriate letters detailing areas not covered by the policy have been sent to the Insured.  We are pending receipt of the estimate for covered damages and once we receive the estimate our Insured will have the option to use the contractor provided, or utilize their own contractor. The adjuster is in communication with our Insured and will be available through the final covered rebuild process  We have provide coverage as outlined in the policy contract. 

• Initial Complaint

  11/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Claim ************* After about 7-8 years, my solar system started breaking down in Oct 2020 caused by some sort of ground fault. I had communicated with my solar installer to come out and repair system. After several unsuccessful, the installer contacted the manufacturing about replacing all the panels as there were signs of cracks on the panel which is under warranty for 25 years and it has only been 8 years. However I am responsible for the labor cost of $5100 which requires the remove of the old systems and installation of the new system. The solar system was replaced on March 2021. After talking to my insurance agent, I realize that added solar system and home system protection coverage. My agent said I should put in a claim for the $5100 labor cost since the system had break down and the home system coverage should cover this cost. This is when I submitted a claim. I interviewed with the Property Claims Specilist (*********************). I explained to him what had happened and why I was putting in a claim. He started hinting that the policy usually does not cover normal wear and tear. He asked for my opinion on what may caused the cracks on the panel. I said i dont know but could be from the sun over time.Just like any appliance system such as HVAC, over time it will be break down and does this mean the policy will deny claim base on wear and tear? What is the purpose of buying a home system protection when the insurance company can deny a claim base on system breaking down over time? When can an owner claim a cost under the home system protection? My claim was deny. the letter I receive said that I that i even stated it was wear and tear on the system. i find this ridiculous because he was asking for my opinion. Also he denied my claim saying it over a year ago. Correction:replace March 2021. the problem started in Oct 2020 but installer was trying fix the issue until last resort of replacing the panels.

  Business response

  11/30/2021

  We have been notified by the Better Business Bureau (BBB) of your recent complaint regarding the aforementioned file.  In review of the submitted complaint it appears that your concerns are directly related to us affording coverage for the labor cost to your worn, faulty solar panels under your Home System Protection coverage.  In your complaint, you also indicated that although you noticed the problems with your solar panels in October of 2020, they were not replaced until March of 2021.       
  
  We confirmed with you on November 11, 2021, that you noticed your solar panels stopped working between October 1 and October 4, 2020.  You stated that your solar panel company determined the panels had cracked due to wear and tear.  You stated that you replaced the panels that were under your warranty and were seeking the reimbursement of the $5,100.00 labor cost.  
  
  As our November 15, 2021,correspondence outlined with the appropriate policy language, the policy excludes coverage for wear, tear, deterioration, inherent vice, latent defect.  We also included the Home System Coverage Policy language supporting our coverage position.   
  
  Lastly, on November 10,2021, you reported your claim with a date of loss of October 1, 2020.  You failed to report the claim within one year after the date of loss and are thus, time barred from further recovery under your policy. 
  
  Should you have any questions or need additional follow up, please do not hesitate to contact Mercury Property Supervisor, *************************** at ************************, Monday through Friday, 7:00am to 3:45pm.
  
  Sincerely,
  ********** Automobile Insurance Company
  
  
  *****************************
  Branch Manager
  Vineyard Property Claims  

  Customer response

  11/30/2021

  firstsystem started having issue in October but i was trying to have the installer repair the system. It was not until Dec 2020 is when it was decided the system was not repairable and needed to be replace while it was still under warranty. I am making every effort to repair the system and for mercury to go off from the first date it had issue is ridiculous.  I will not accept this explanation and will let others read about my complaint and decide for themselves on whether mercury pulled a fast one on the issue.  I guess i better look for another company to switch my auto, home and rental property ( which i recently purchase to be effective 12/28./21).

   

   

  Business response

  12/01/2021

  Dear Mr. ** and ***************:
  
  We have been notified via the Better Business Bureau (BBB) that you do not accept our response as a resolution to your complaint. Please know that we value you as a customer and have taken the time to thoroughly reevaluate your claim prior to responding to your complaint. Unfortunately, we are unable to alter the provisions of your policy contract as outlined in our previous response. We are sorry for the inconvenience this loss has caused but our position remains unchanged at this time. 
  
  Sincerely,
  ********** Automobile Insurance Company
  
  
  *****************************
  Branch Manager
  Vineyard Property Claims  

  Customer response

  01/11/2022

  i am not accepting mercury response.  I will let people decide for themselves if paying a premium for system coverage yo be denied the claim as wear and tear and mercury manipulating the date of 1 year is o file a claim when system was replace within the year.

• Initial Complaint

  11/16/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  We reported a loss due to hail damage on our roof. An inspector came out denied the claim. We had a 2nd loss and an inspector came out and recommended a full roof replacement. The first inspector came out after the 2nd date of loss and reported there was no damage yet the 2nd person that came out recommended a full roof replacement. I have been waiting since August for this to be resolved and they have yet to resolve the issue. There is clear damage to the roof and shingles that are lifting up. I have pictures and reports. So either the first person that came out was unqualified or the 2nd person that came out was unqualified. Either way they are dragging their feet to pay my claim.

• Initial Complaint

  11/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been given the run around going on 4 months now. A person insured by Mercury caused damage to my vehicle. I contacted Mercury and they have put me on hold for over ****************************************** treated me like I am lying even though their insured admitted fault (my truck was parked and I wasn't even in it), I believe racial discrimination is also a part of this treatment, they transferred me to voicemail and never return my calls. I escalated this matter to the manager of the claims adjuster I was assigned and he is also giving me the run around. Miles ***** is the claims adjuster and ************************* is his manager. I was awarded over $4,000 but they have failed to send me the check. After numerous calls and large amounts of my time spent they finally assured me a check was on its way and that was almost 2 weeks ago. I asked them to track the check and they said they have no way of doing that. I have not been able to work without my truck and cannot get the damage fixed until they pay me. I am considering suing for lost wages. I do not know any other way to get this resolved.

  Business response

  11/17/2021

  Good Afternoon,

   

  The check was issued on 10/27/21 and has cleared the bank.  The car was registered to someone other than yourself which is why there was a delay in issuing payment.  That has since been resolved and payment was issued to the current registered owner which is your son in law.  If you have any additional questions please don't hesitate to call.

   

  Thank You

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

  Claims Manager/Mercury Insurance.

• Initial Complaint

  11/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wouldn't touch this insurer with a 10ft pole going forward. Been with Mercury *********** for 3 years. My premiums have gone up every year with no claims. Have a service line endorsement on the policy with triggered coverage (break in my drain pipe connecting to the city sewer), and now Mercury doesn't want to pick up the phone, answer e-mails, or cover their own policy.Actively been fighting to try and deny me coverage since the claim was started (when you can get in touch with anyone). Any and every reason they can come up with to deny covering the claim, which they can't even properly explain to me. Adjusters and managers seem incompetent. For a company that supposedly prides itself on customer service and satisfaction, the reality is FAR from that.Apparently if you live anywhere but on a large parcel of pure grass, the service line endorsement is 100% worthless and just free money to Mercury every year, because any piping that runs under an "other structure" (which Mercury's definition of is basically everything - sidewalk, street, alley, walkway, pathway, walking trail, driveway, any cement or asphalt etc) voids that endorsement. The piping has to be under something correct? We don't lay pipe above ground, yet basically every pipe below ground is not covered under their definition of "other structures".I guess it's just like the old adage, they are happy to take your money, but the moment it comes for them to do their part, they literally just refuse to do so. Honestly wish I could give zero stars, cause they have earned nothing.They will lose a customer for life, and I will happily tell anybody and everybody I can to avoid Mercury like the plague. I see now why Mercury Insurance paid the largest insurance penalties in the ******************* after a decades long legal battle, for it's history of denying rightful claims, lying and misleading their customers, and just generally being a terrible company.

  Business response

  11/04/2021

  A claimed was filed for a failed sewer line located behind your home.  Our completed coverage investigation confirmed that the location of the plumbing failure to be below the asphalt behind your residence. You are correct in stating that your Homeowners Policy, as amended by the Service Line Coverage endorsement,provides additional coverage for certain plumbing failures. There are, however,coverage exclusions that apply.

  In a broad sense, a structure is any piece of work that is artificially built up or constructed in some definite manner.  The concrete pathway and asphalt alley,where the failed sewer line runs below, meet the definition of a structure, and are considered other structures within your homeowners policy. 
  
  Per the Service Line Coverage endorsement, a covered service line does not include that part of piping or wiring that runs through or under the dwelling or other structure. The location of the sewer pipe failure was confirmed to be under the asphalt alley and did not meet the definition of a covered service line failure. The claim was denied in full in accordance with the policy contract.

  We have thoroughly investigated the claim file and made an accurate coverage determination based on the known causes of loss as they relate to your policy contract. 

   

   

  Customer response

  11/04/2021

  If what you are alleging is true, than your service line endorsements are worthless to the consumer, and I would even go so far as to say it is a bad faith endorsement, because you have no intention of ever paying out a service line endorsement claim with what you claim is the definition of a structure. Under what you are saying, a lawn would be a structure, an artificial lawn would be considered a structure. There is no scenario where you would ever pay a claim, because a pipe is always going to run under what you are saying is an "other structure".

   

  I believe you are intentionally misrepresenting the definition to fit what you need to deny the claim. With what Mercury is saying, their service line coverage, doesn't actually cover anything. You take money, with no intention of ever paying on a claim. There is no protection for the consumer, and it is an extremely predatory endorsement if what Mercury is saying is true.

  Business response

  11/08/2021

  Your claim involved a failed sewer line.  Our completed coverage investigation confirmed that the location of the plumbing failure to be below the asphalt behind your residence. A covered service line does not include that part of piping or wiring that runs through or under the dwelling or other structure. This was communicated to you directly in response to your November 3, 2021 email wherein you requested your claim file be reconsidered for coverage reversal. A detailed response was provided to you via email on November 4, 2021.

  In summary, the location of the sewer pipe failure was under the asphalt alley and did not meet the definition of a covered service line failure. The claim was denied in full in accordance with the policy contract. We have thoroughly investigated your claim file and made an accurate coverage determination based on the known causes of loss as they relate to your policy contract. We respectfully disagree with your accusation of fraud on the part of Mercury Insurance as our obligation is to pay only those claims for which there is coverage under the policy.  

  Customer response

  11/23/2021

  I get it, your job is to pay as few claims as possible. You are going to use the most vague, ambiguous, defintion of a structure to weasel out of paying. It's not right, and your company should be ashamed of itself for offering what you call "coverage" that doesn't actually cover anything. 

   

  I've learned Mercury is company that cannot be trusted. They don't care about protecting their policy holders. All they care about are their shareholders.

• Initial Complaint

  10/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My case number is capa-********. On September 12, 2021, I had a hit and run to my car outside of the building where I live at and since then is just being a nightmare to deal with the insurance. I feel that they are just playing me making me feel so depressed, frustrated, and overwhelmed. Since day number one I'm being coping with them to make their job easier but is just not working. For more than a month already, I should have received a check on my hand, after claiming my car total loss but just hasn't happened yet. According to them, the first check was sent on September 30, and it never arrived. The second, it arrived on October 20, and my name '*****" had missed the "a" because the *** made the mistake. The second arrived on the 30 of October with the same mistake. During the whole process, is I who is making the calls, and sometimes they would answer me after leaving voicemails and emails. They are ignoring my needs and are taking a long time to help me. According to them, their policy needs to pass a certain number of days for them to send me a new check. I just don't think is right because they have all the information they need they are just not doing what they should to help me because of their policy. This is affecting monetary, my mental, and physical health because of too much stress to deal with the agents of the company and they won't give me anybody else to help me even if I keep asking for it.

  Business response

  11/01/2021

  We regret to hear that you are feeling depressed, frustrated and overwhelmed.   It is always our intent to resolve claims quickly and accurately with excellent customer service.   Since the date that you reported the claim us on September 12, we have been working to do just that.   On the 12th, we coordinated for your vehicle to be towed to a body shop of your choice.  The next day, we confirmed coverages with you.   Three days later, after the full extent of the damages were assessed/known, we determined that the vehicle had sustained damage that rendered the vehice a total loss.   We promptly completed a market survey to assess the value of your vehicle,resolved the advance charges, and extended an offer to you to resolve your total loss claim.   In response, you indicated that you would complete your own research.   On September 30, we settled your total loss and issued payment immediately.    Several days later we were notified that the check we mailed had not arrived.   We placed a Stop Payment request on the check, and reissued a replacement when the Stop Payment request had gone through.   In order to expedite your receipt of the replacement check, we sent the check via FedEx.  This check was issued to the legal owner of the vehicle as indicated by the ********** of ***** Vehicles.   Upon discovery that this replacement check was .03 less than the actual amount, we advised you that we would issue another check in the amount of $100.00 to correct our error, and to account for the inconvenience of the lost check.   These checks were both issued on 10/29, and scheduled to arrive at your location before 3pm,October 30.    We hope that this in some small way helps to comfort you in this difficult time.  

• Initial Complaint

  10/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hi there,Back in February I bought a new car and shopped around online for a car insurance. I filled out their application which also included all questions related to discounts. There was a scientists discount which I wasn't sure I fit in for, not quite being in a lab... NOWHERE in that discount tab did the application mention that a degree in Mathematics would qualify, therefore i didn't check that tab and didn't get the discount. I finished my application online, got accepted, paid and was all set for 6 months. Within a few weeks I received a bunch of hard paperwork/receipts. I didn't read it as, for me, it was just receipts of all my online transaction which was finished and paid for.In August, before the end of the contract I bought, I receive a renewal **** by postal mail for the following 6 months. This time I read all the papers to see if anything had changed since my online purchase. That is when I saw the discount page, that clearly included the scientist discount, detailing how a Math degree makes one eligible.... I call Mercury, explaining the above, telling them that I do have a Math degree received in ****. The representative tells me to send them an email with a copy of that degree, which I do. They credit me $28 FOR THE RENEWAL ONLY which is great BUT, when I asked them to also credit me the $28 for the contract that I was still under (before the renewal), I was told that the only thing they could do is prorate it, and that their advice was not to do it, as they "would have to" charge me a $5 endorsement fee which would make me owe them money....Now, this is why I contacted BBB. I feel that this is bad business, as Mercury never clearly stated on their online application that a Math degree would get me the discount, and if they would have, I would have checked that box. It's only after, hidden in a bench of paperwork, AFTER I PAID that they were transparent. Therefore, they should in good faith credit me that $28 without proration nor fees.

  Business response

  11/01/2021

  When completing an application on our online system, there is a section that lists a number of discounts that we offer and for the Scientist discount, there is a link and once you click on that link, it provides the criteria for qualifying for that discount and this is what is provided when selecting the group discount for scientists: Scientist Discount
  A discount may apply to drivers who have a Bachelor's degree or higher in one of the following fields:
  Biochemistry, Biology, Chemistry, Computer Science, Geology, *********************** Systems, Mathematics, Meteorology, Physics, Planetary Systems.

  Since this discount was not checked off on the application, the policy was issued without the discount; however, we did adjust the policy once it was brought to our attention and proper documentation was submitted; however, we do not backdate this discount.

  Customer response

  11/03/2021

   I reject the response because:

  1. Back in February 2021, there was no link that mentioned a Mathematics degree as being eligible for a Scientist discount, just like mentioned in my original complaint. Again, however it was in the paperwork after I had paid in full my contract, and what I thought were just copies of what I had just paid for. Again, that showed a lack of transparency, bad faith, and a bad business.
  

  2. On my previous contract, in order not to prorate my discount for the day I had left, they suddenly made up a $5 endorsement fee, again showing bad faith and being a bad business.
  

  3. That $5 endorsement fee is in their paperwork, but just as a fee, without any explanation for what that fee is actually for. I suspect that this "endorsement" fee has been used quite often by Mercury as a made up charge for different things just not to do the right thing by their customer. At the time, I was under that contract, so why charge me a fee?!?... Just to avoid some paperwork and some just reimbursements like in my case... Again, showing bad faith and bad business....

  In conclusion, the right good business thing to do is to finally credit me that $28 discount.
  

*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. ↩