ComplaintsforMAPFRE Insurance

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  36% increase in home owners policy year over year. Never a claim home or auto. See you Mapfre.

  Business response

  06/17/2024

  This letter is in response to the June 10th received complaint from **************** regarding the renewal premium increase for his HO6-Homeowners Unit Owners policy.
  
  Mr. ******* 2023 renewal premium was $1,442. The 2024 renewal premium is $2,052. Two rate filings were approved by the ********************** of Insurance prior to the issuance of Mr. ******* June 29, 2024 policy renewal. Specifically, a 9.5% rate increase effective December 4, 2023, and a 6% rate increase effective May 15, 2024. Additionally, an Umbrella Program rate increase of 8.5% took effect 8/1/23. Please note, the rate level adjustments provided represent an overall average for all customers. Each individual customer may experience a varied increase based on factors such as the territory, the coverages, the Coverage A limit, the deductible and other relevant rating elements.
  
  Our records also show that the agent increased the Coverage A limit from $30,000 to $60,000 effective March 8, 2024. 
  
  All MAPFRE rate filings are reviewed and approved by the ********************** of Insurance. We reviewed Mr. ******* policy and have confirmed that the rating of the 2024 renewal policy term is accurate in accordance with the above mentioned approved rate filings.
  
  I hope this clears up any confusion. If you have any questions or need any further information about this matter,  I can be reached at ***************************** or by email at ***********************************.  Thank you.    
  
  Regards,
  ***********************, API
  Personal Lines Underwriting Supervisor
  MAPFRE Insurance Company
  
  

  Customer response

  06/17/2024

   
  Complaint:********
  
  I am rejecting this response because:

  Regardless of what the State approved for increases and the marginal increase I requested to cover our property the almost 40% increase in the year over year coverage premium tells me Mapfre is not interested in my business. 
  
  Sincerely,
  
  *******************

  Business response

  06/18/2024

  Thank you for reaching out and sharing your concerns about the increase in your homeowner insurance premium. I understand that this can be frustrating, and I want to assure you that our company values your business.  
  
  The adjustment in your premium is a response to broader industry challenges that have affected many insurance providers. Several key factors have contributed to the increase in premiums across the industry, including the frequency and severity of weather events, claims inflation, the rise in rebuilding costs, as well as reinsurance costs which helps protect insurers from large losses. 
  
  We understand that premium increases are never welcome news, but these measures are necessary to ensure that we can continue to offer comprehensive coverage and support you when you need it most.    
  
  If you have any further questions, I can be reached at I can be reached at ***************************** or by email at ***********************************.  Thank you for your understanding.   

  Regards,
  ***********************, API
  Personal Lines Underwriting Supervisor
  MAPFRE Insurance Company

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I previously had homeowners insurance through Mapfre on my primary residence. I was recently informed through my insurance broker, ******* Insurance, that Mapfre was denying the renewal of my policy on 4/30/24. I was never sent any correspondence to this effect. My insurance agent was unable to tell me why they were denying coverage but was informed that it had something to do with a ***** ***** report and was given a reference number. I asked my agent why Mapfre was denying coverage but they stated Mapfre would not tell me and I needed to get this ***** ***** report, which I spent a month trying to get. Despite multiple attempts to have this mailed, I have not yet obtained this report from ***** *****. I decided to call Mapfre myself earlier this week and got in touch with a customer service rep. This rep stated that they told my agent the reason for the denial of coverage which I explained was not accurate and demanded a supervisor. I was told a supervisor was not available but that they would get back to me later that day or the following day. No one from Mapfre has contacted me since. As a result of this, I have had to find a plan through **** and it has cost me double.

  Business response

  06/11/2024

  This letter is in response to the June 10th received complaint from ******************** regarding the non-renewal of his HO3-Homeowners Policy. 
  
  The Commerce Insurance Company exercised its right to non-renew Mr. ********* policy based on an Insurance Score, provided by ***** ***** **** ********, that did not meet the company's underwriting criteria for renewal. An Insurance Score is one of the many underwriting factors used by The Commerce Insurance Company in determining the eligibility of a risk. Insurance Scores differ from financial credit scores. Mr. ********* financial credit score was not considered in the determination to non-renew his policy. 
  
  In accordance with the Massachusetts statute regarding the non-renewal of a homeowners policy, the notice of non-renewal was mailed directly to Mr. ********* agent of record, the ******* Insurance Agency, on March 11, 2024.  The agent of record must send a copy of the notice to the insured within 15 days of receipt unless the agent has replaced the insurance. A copy of that notice is attached.  
  
  We encourage ******************** to contact ***** ***** **** ********* directly to learn more about his Insurance Score or to request a copy of his file. ***** ***** contact information can be found on the second page of the adverse action attached, and is also noted below:
  
  ***** ***** **** ********
  Telephone Number:  **************
  
  I hope this clears up any confusion. If you have any questions or need any further information about this matter, I can be reached at ***************************** or by email at ***********************************.  Thank you.    
  
  

  Customer response

  06/11/2024

   
  Complaint:********
  
  I am rejecting this response because:

  I do not believe this information is accurate from ***** ***** and have tried several times to contact them and obtain a copy of these reports to figure out more. They have not been responsive to any of my requests.

  It appears that Mapfre has a really close business relationship and has the utmost respect and trust for what ***** ***** does. I think at the very least someone from Mapfre should be reaching out to escalate this and allow me to obtain a copy of this sent by certified mail. I am not satisfied with any sort of response until I can obtain a copy and I am unable to even get a representative on the phone from ***** *****. I would expect that Mapfre has some contacts over there due to their close business relationship.

  I hereby provide Mapfre permission to speak to ***** ***** on my behalf and request a copy of any reports by certified mail.

  
  Sincerely,
  
  *****************************

  Business response

  06/14/2024

  Supplemental Response:
  
  We reached out to ***** ***** and they provided a direct contact from a member of their consumer disclosure team for ******************** to call:
  
  *************************
  **************  
  
  The reference number for Mr. ********* ***** ***** inquiry is **********************.
  
  If there are any other questions or concerns, I can be reached at ***************************** or by email at ***********************************.  Thank you.    
  
  Regards,
  ***********************, API
  Personal Lines Underwriting Supervisor
  MAPFRE Insurance Company
  
  

  Customer response

  06/21/2024

   
  Complaint:********
  
  I am rejecting this response because:

  I contacted them and still have not received the report. I do not accept this response until I receive something and this is actually resolved.

  
  Sincerely,
  
  *****************************

  Business response

  06/25/2024

  As indicated in our prior response, we have reached out to ***** ***** and they have provided a direct contact (*************************, **************) from a member of their consumer disclosure team to assist ********************. 
  
  We have reached out to ***** ***** again but recommend ******************** contact ****** directly.  The reference number for the **** ***** inquiry is *******************. 
  
  Unless there is an error within the report, MAPFREs decision to maintain the non-renewal will stand.  Since the policy expired on April 30, 2024 we recommend ******************** contact his independent agent, ******* Insurance Agency, to secure coverage if he has not done so already. 
  
  If there are any other questions or concerns, I can be reached at ***************************** or by email at ********************************** Thank you.
  
  
  
  Sincerely,
  
  *******************
  Supervisor, Personal Lines Underwriting
  MAPFRE Insurance

  Customer response

  06/25/2024

   
  Complaint:********
  
  I am rejecting this response because:

  I have finally received a copy of the report from ***** ***** three months later which means it may not even be the exact report you received. The report itself is not accurate at all nor are the reasons given for non-renewal.

  I think it is embarrassing that I had to go through three months of being passed around to learn that all of the reasons given for non-renewal are not based on accurate information. I have no idea where exactly to go from here but I am going to talk to my agent tomorrow. 

  The fact that you rely on these sloppy reports to make important decisions is flat out lazy. What's worse is that you stand by these sloppy reports but don't answer or account for them; you simply make the decisions that the computer tells you based off the information (not caring if it is accurate or not) and pass the person off to a place that is in no way built to be helpful.

  Sincerely,
  
  *****************************

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have my home/auto insurance with Mapfre and towards the end of the contract, they decided not to renew my policy. My auto insurance was paid IN FULL at the beginning of the policy and my home insurance payment was always on time. My credit score was impeccable until two months ago it went down just because I was making changes with my bank and in the meantime I missed a payment with one of my credit cards. A month later my credit card was paid in full so I have zero balances now. What an awful customer service from **********************. Being a loyal customer, instead of having a conversation or asking what was wrong, they decided to trust a third party that reports CONFIDENTIAL and private information. Now my credit score has gone back up and all they have now is one less customer. I want them to repair the damage they caused in my report IMMEDIATELY and they are nobody to ruin my score and my chances to have the insurance I want and with whoever I want as long as I pay. If they receive the money they should mind their business. I hope they NOW fix what they messed up.

  Customer response

  05/24/2024

  Hello, 

  Let me offer some clarification. I want Mapfre to renew my policy as the score they received from *********** is not up to date. We paid the auto insurance in full at the beginning of the policy and the house insurance is paid on time and through the mortgage. In addition, I request that Mapfre contact *********** to clear up my records and send a letter of confirmation that this was done. This company ****** *****) has tons of legal cases because of how they spread personal and confidential information without consent. This hurts my score with no reason. Mapfre needs to communicate with me personally, renew my policy and demand that ***** ***** update their records and remove my name from their list.

  Thank you for your help,

  ******

  Business response

  05/31/2024

  Dear Ms. ******
  
  The MAPFRE Insurance Company acknowledges receipt of your Better Business Bureau complaint dated May 24, 2024.  We trust that the following addresses the concerns raised in your correspondence regarding the non-renewal of your homeowner policy.
  
  A review of your homeowners policy shows that the policy was written by the *** ********* ********* ****** on July 12, 2022, and was renewed on July 12, 2023.   The policy is written on the ** 00 03, May 2011 Edition. 
  
  Regarding non-renewal of a policy, the ** 00 03, May 2011 Edition states the following on page 23 under Sections I and II Conditions:
  
  6. Nonrenewal. We may elect not to renew this policy. We may do so by delivering to you, or mailing to you at your mailing address shown in the Declarations, written notice of at least 30 days before the expiration date of this policy.  Proof of mailing will be sufficient proof of notice. 
  
  The above referenced policy language is modified by the Special Provisions ************* (** 01 20 edition 02/21) endorsement which states the following on page 3:  
  
              6. Nonrenewal is deleted and replaced by the following:
  6. Nonrenewal. Ordinarily we will renew this policy automatically and send you the renewal notice.  Our notice will explain what you should do if you do not want to continue the policy. 
  
  We may elect not to renew this policy. We may do so by delivering to you or mailing to you at your last mailing address shown in the Declarations, written notice at least 45 days before the expiration date of this policy. 
  
  After reviewing the notice of non-renewal, we have confirmed it is consistent with the above policy conditions for non-renewal.  The MAPFRE Insurance Company communicated the intention to exercise its right to non-renew your homeowner by mailing you a legal notice of non-renewal on May 23, 2024, which is 50 days prior to the expiration date of July 12, 2024. The notice of non-renewal was mailed to *********************************,which is the last known mailing address shown on the Declarations. 
  
  The reason for non-renewal was printed on the notice and is due to Insureds Insurance Score Does Not Meet Company Underwriting Criteria.  In addition to the ineligible insurance score indication, factors that influenced your insurance score return were provided on the notice, as well as the reference number (**************) for the report.  The second page of your non-renewal notice outlines your rights and provides you with contact information for ********** Risk Solutions, which is also noted below: 

  
  ***** *********************** Telephone Number:  **************.
  
  A copy of your non-renewal notice with the attached second page is enclosed.
  
  An insurance score is one of the many underwriting factors used by The MAPFRE Insurance Company in determining the eligibility of a risk.  Insurance scores differ from financial credit scores.  Your financial credit score was not considered in the decision to non-renew your policy. 
  
  Please note, obtaining an insurance score via ********** Risk Solutions does not affect your financial credit score nor does the non-renewal of your homeowners policy.  
  
  Based on the information you provided, we reran your insurance score on May 28th (Reference Number **************). However, your insurance score remains ineligible and as such, we will maintain the decision to non-renew your homeowner policy. 
  
  We recommend you contact your agent, *** ********* ********* ******, to discuss coverage options.  If you have additional questions regarding your credit file and/or items which may affect your insurance score we recommend you contact ********** Risk Solutions as noted above. 
  
  
  
  Sincerely,
  
  

  *******************
  Supervisor, Personal Lines Underwriting
  MAPFRE Insurance

  Customer response

  05/31/2024

   
  Complaint: ********
  
  I am rejecting this response because: your decision based on insurance report? What is this supposed to mean? I paid the insurance regularly and never fell behind so your response and evidence is unreasonable. Because of your decision and the letter you sent I'm not able to find any other carrier, so your decision is significantly damaging my choices. I will definitely not recommend Mapfre to anyone ever, I'm not exactly sure what risk are you taking and your letter does not explain the reasons at all. If you can rectify and renew the policy it will give us more time to switch carriers. The ridiculous letter you sent notifying us of the cancellation is what is preventing us from getting any other insurance. My request, one more time is to rectify the letter that has not sustainable evidence of risk and it's preventing us from insure our home. Your company should be more caring about the customers and avoid damaging people's lives.
  
  Sincerely,
  
  ******************

  Business response

  06/04/2024

  Dear Ms. ******
  
  The decision to non-renew your homeowners policy was based on your insurance score not meeting our company guidelines.  An insurance score is one of the many underwriting factors used to determine whether or not we will renew or not renew a policy.   An insurance score determines the likelihood of a customer filing a future claim.  As previously noted, we reran your insurance score but it was still ineligible and therefore, the non-renewal of your policy will be maintained. 
  
  As indicated within the notice of non-renewal,if you are having difficulty obtaining a replacement policy within the voluntary market, you may be able to obtain a policy via the ************* Property Insurance Underwriting Association.   We recommend contacting your agent, *** ********* ********* ******, to arrange another homeowners policy.
  
  
  
  
  Sincerely,
  
  *******************
  
  *******************
  Supervisor, Personal Lines Underwriting
  MAPFRE Insurance

  Customer response

  06/04/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  It's unfair and based on a probability/prediction? 'Likelihood to file a claim'? Why? My house is in perfect condition and has a brand new roof, new shed, etc. Everything else works perfectly. My opinion is that your resolution is unfair and unprofessional. I will find other venues to send my complain besides writing a very long review on ******.

  I should be able to select any insurance I want but because of your letter I'm stuck with only one option which interfere with my customer rights and the freedom to choose how I want to insure my home without a reasonable explanation.

  BBB, I don't want to receive any more responses from Mapfre. This will be seen as unresolved or unfairly resolved. Thank you for your help.

  
  Sincerely,
  
  ****** *****

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  MAPFRE Ins. Unwarranted insurance increases by $397.00 with NO CLAIMS in one year of service. This is Unacceptable and fraudulent practices of this company! My auto policy went from $1246.00 to $1443.00 (again with NO CLAIMS), and my Homeowners policy went from $1630.00 to $1830.00 (again with ZERO CLAIMS)! I was lured into changing my insurance coverage from a top insurance company to MAPFRE (as I was told it was a reputable company)and Im now realizing that this insurance company is conducting themselves in a fraudulent manner! They are scamming people out of their money by intentionally misleading people and increasing their insurance policies by unheard of amounts of money (as I am locked into their policies with their company)! I have tried calling/texting my insurance agent directly (to no avail), and I have tried calling MAPFRE directly ( to no avail)! This is completely unacceptable and unfair practices by this company and I would like for this to be dealt with immediately as my policies are due by 5/31/2024.

  Business response

  05/23/2024

  May 23, 2024
  
  
  
  Better Business Bureau
  ****************************>*********,** 01605
  
  
  OIC Case Number:           21731201
  
  
  To whom if may concern:
  
  Commerce West Insurance Company (CWIC) acknowledges the communication dated May 18, 2024,and trusts that the following addresses the issues raised concerning the premium increases to the insureds home and auto policies.
  
  The insureds auto policy had a premium increase from $1246.00 to $1443.00 due to a rate change that was effective June 28, 2023 (***** * ********************** ******).   In addition,the Advanced Shopping Credit discount, decreased 2%.  This discount was applied at the inception of the policy and decreases each year. 
  
  The insureds homeowner policy had a premium increase from $1630.00 to $1830.00 due to a rate change effective August 21, 2023 (***** *********************** *******).  In addition, the Coverage A limit, for the dwelling, increased from $440,482 to $498,000. This coverage is increased each year as an inflation guard.
  
  Since the rate increases are filed and approved by the state of **********, we are not able to rescind the premium increases as the insured has requested.  If the insured would like to review their policy limits, make any changes, or cancel their policy they may call **************.
  
  Thank you for the opportunity to respond to the insureds concerns. 
  
  
  
  Sincerely,
  Underwriting Department
  

• Initial Complaint

  04/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid $726.23 to renew my insurance for the terms 04/06/2024 to 10/06/2024 and canceled on 04/06/2024 leaving 24 days unused services. Instead of refunding the difference Im being charged $98.57 more. I was told I do get a refund and so on. After being hung up on and getting sent from agent to agent I was told to not expect a refund and they did not have on record anyone telling me that. All calls are recorded. I also have an agent leaving a message on my phone which I kept. I do not believe I deserve to pay back more.

  Business response

  05/07/2024

  Dear ***************************,
  
  I am writing in response to the complaint submitted to the Better Business Bureau regarding policy **************
  
  The policy term was effective from April 6, 2024 to October 6, 2024 with a premium of $4,156.52.
  
  On February 12, an invoice generated on the prior term in the amount of $576.26 with a due date of March 6.
  
  On February 25, a renewal invoice generated in the amount of $726.23 with a due date of April 6.
  
  On March 5, we received payment of $726.23. $576.26 went to the prior term invoice, and $149.97 applied to the renewal invoice that generated on February 25.
  
  A revised renewal invoice generated on March 18, advising of a new minimum do amount of $576.26 due April 6.
  
  When payment was not received, a Statutory Notice of Cancellation generated on April 12, and was mailed to the address on file for Non-Payment of Premium. This notice advised a minimum due amount of $576.26 due April 25 in order for the policy to remain active.
  
  On April 12, we received a request from the insured to cancel the policy effective April 12. At this time the policy is cancelled for Insured Cancel-Not Needed with an outstanding balance of $98.57.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Water Damage Accident dated Jan 3, 2024 with Claim# ********** I had HO6 thru Mapfre. We had flooding (due to neighbors contractors negligence) Its been almost 4 months and Mapfre has failed to respond and make payments in a timely manner. I have called, left numerous VM and emails multiple times. The agent does not reply to phones or emails half of the time. The agent who was supposedly working on my case, went to vacation, I told the whole story to the next person and sent all paperwork. They at least paid the deductible. In the meantime, the original agent came back, they had forgotten my case, I repeated A-Z. No answer besides many VM and emails. When I was finally able to speak to them in person, they said: oh I thought it was resolved by the covering person Now back to scratch, they are asking why my usual groceries budget is so less, why I didnt cook food at home as usual during the disaster (when floors were torn apart and electric sockets and walls were wet) They have not refunded the Gas/ Electricity bills, Nothing yet for the damaged furniture, rugs, and Electronics. Not even the food expenses. They simply are sitting on my case. I work full time and this is my second full time job to call Mapfre, leave messages, emails, faxes and reminders, without any response. If I ever get lucky to talk to someone, they act like opening a new case after 4 months. Nobody cares about my discomfort and inconvenience. Me and my son have been living in the damage house with everything on the floors since Jan 3. Im very frustrated and disappointed by their sluggish performance.

  Business response

  05/02/2024

  Please see the attached response.

  Customer response

  05/02/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  

  I want replacement and reimbursement. Many damaged items need to be replaced, they couldnt be restored to their pre- flood condition.

  Furniture- FYI I was never happy with the dining table and chairs. I called and told this to the ***** restoration owner the very same day the items were returned. He and his staff agreed that they just wiped, didnt varnish or color these items. The table leaf could not be restored or put back into the table. Chairs which were soaked in dirty pipe water, were not re-upholstered. Sofas, which were directly under the dirty water, dried only with the Service master big fans and heat. This doesnt mean that they became clean.
  
  I told the cleaners and Mapfre agent that carpets were discolored, and rough, Not in the original condition. Some items had bled and stains were not removable. Additionally the dry cleaners didnt pick a few items because they said they wont be able to restore them.
  
  There was electric sockets damaged due to water in the walls. I told the adjuster and showed him that the blow dryer burnt and TV and scooter were damaged. They were fine before, what happened after the flooding?
  
  I want to ask Mapfre why did it take 4 months to reimburse for the electricity bills? Why cannot the food items be reimbursed even after 4 months when all receipts were provided? I have told them multiple times that our average grocery expenses are less than an average American because we typically cook at home, plus both of us are clearly at below average percentile on weights and heights.

  Sincerely,
  ***********************

  Business response

  05/08/2024

  Please see our attached response.

  Customer response

  05/15/2024

  Hi
  I faxed over my previous monthly bills (from 2023) immediately prior to the flooding incident of 1/3/24. This will give our average weekly grocery expenses of $25-35. Also I am trying to attach a few furniture pictures here showing the water damage.

  Thanks

  Customer response

  05/15/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  Im still waiting for the reimbursements of the receipts and repairs or replacement of the damaged goods

  Sincerely,
  * ****

  Customer response

  05/15/2024

  Please see attached pictures of the stains on furniture 

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  MAPFRE INSURANCE MAPFRE 11 **** ROAD ****************** ***** CLAIM #************ 12/26/23 AT 6:30 pm MY vehicle was involved in accident with a 2023 ***** pickup truck.After filing a claim with MAPFRE insurance company. I was contacted by ****** EXT # ***** and told that arrangements were made for my vehicle to be fully repaired at *********************** in **************** 2/12/24 my truck was sent back to ****** ******** center because I noticed that all of the repairs discussed were not completed. At that time James M****** was put in charge to oversee the repairs. At that time the store manager reassured me all repairs would be completed that night. As of 3/22/24 my vehicles side panel has not been repaired.I have called ****** several times and spoke to the secretary to no avail. I have been without my vehicle for over 1 month. This vehicle is used for my business and needs to be fully repaired so that I can operate my business as normal. James M************* has not contacted me and MAPFRE hasn't offered any resolution.

  Customer response

  03/25/2024

  My complaint is with MAPFRE INSURANCE.  Last month MAPFRE was supposed submit the payment and approvals to have my truck repairs completed. As of 3/25/24 the insurance company has not forwarded the necessary approved paperwork to ****** to complete the repairs. My truck has been partially repaired for over 1 month.  In my last conversation on 3/19/24 with MAPFRE I was put on hold for 15 minutes then told that a manger would contact me as 3/25/24 I have not heard from MAPFRE. 

  Business response

  04/03/2024

  April 03, 2024
  
  
  Better Business Bureau
  Serving Central and ********** and Northeastern **
  ATTN Lauren *************** *****************************************
  ****************************
  *********,** 01605
  
  
  BBB ID Number:         ********
  
  Dear **********************:
  
  The Commerce Insurance Company (a subsidiary of MAPFRE ****** Corp., hereinafter Commerce) acknowledges our 3/25/2024 receipt of this dispute filed with the Better Business Bureau on 3/22/2024. We trust that the following addresses all the issues raised in the dispute received by the Bureau.
  
  This dispute alleges repairs discussed that were not completed and delays with repairs taking over a month.The dispute also alleges that the assigned appraiser has not contacted the vehicle owner to offer any resolution and that Commerce has not forwarded the necessary approved paperwork to have the vehicle repaired.
  
  This dispute involves damages to a motor vehicle owned by a consumer who filed a 3rd party claim for loss related damages to his vehicle. The primary impact as a result of the loss was the left front corner of the vehicle.
  
  The consumer chose a ** registered repair shop for accident-related repairs and while the vehicle was at the repair facility, the vehicle owner pointed out additional damage on the right side of the vehicle that was alleged to have been accident related. After an initial inspection by the assigned staff appraiser, the additional damage was noted to have been inconsistent with the loss facts and was further determined to be unrelated to the current loss due to inconsistencies noted. The additional unrelated damage in question is identified as right rear door damage.
  
  The claimant continued to insist that the unrelated damage was loss related and after further review, Commerce agreed to allow the right rear door damage as part of the loss. The allowance of this additional damage was made as a customer service concession to the vehicle owner and Commerce maintains that the door damage appears inconsistent with the loss facts.
  
  Repairs were completed on 03/22/2024 and the vehicle has been ready for the consumer to take delivery.Commerce and the repair facility have both reached out to the consumer to notify him that the vehicle is ready for pick up.
  
  Commerce remains open to reviewing any additional pertinent information on this matter and asks that you or the consumer forward any such information for our review.
  
  Please contact the undersigned with any questions at ************
  
  Sincerely,
  
  *******************************
  Manager,
  Material Damage 
  

  Customer response

  04/04/2024

  I spoke to Jamie from MAPFRE 4/3/24 AND he has agreed to meet today 4/4/24 at 1 pm to look at my vehicle and discuss the damages that were not repaired. Today we are discussing why the back panel next to the door wasn't repaired at the same time the door was repaired. The damage to the back panel was a result from the accident.  MAPFRE agreed to repair it and has not done it to date.

  Business response

  04/08/2024

  April 08, 2024
  

  Better Business Bureau
  Serving Central and ********** and Northeastern **
  ATTN ******************************* *****************************************
  ****************************
  *********, ** *****
  BBB ID Number: ********
  

  Dear **********************:
  

  The Commerce Insurance Company (a subsidiary of MAPFRE U.S.A Corp., hereinafter
  Commerce) acknowledges our 4/04/2024 receipt of this supplemental dispute filed with the Better
  Business Bureau on 04/03/2024. We trust that the following addresses all the issues raised in the
  supplemental response received by the Bureau.
  

  This supplemental dispute alleges that some additional loss related damage to the vehicle was not
  repaired. The consumer asserts that damages to the bedside back panel occurred as a result of
  this accident. The consumer also asserts that Commerce agreed to allow for the repair of this
  damage as part of the loss.
  

  A Commerce Field Supervisor met with the consumer at his chosen repair facility on 04/04/2024 to
  review and discuss the damage in question. While going over the vehicle, the consumer asserted
  his belief that damage to the left rear bedside of the vehicle was caused by this loss. Commerces
  Field Supervisor reviewed the loss facts with the consumer and explained that damages to the rear
  of the vehicle were inconsistent with occurring at the same time as the damage to the front of his
  parked vehicle. Commerce concluded that the rear damage was not loss related and the consumer
  acknowledged Commerces findings and affirmed that he would take delivery of the vehicle.
  

  Commerce remains open to reviewing any additional pertinent information on this matter and asks
  that you or the consumer forward any such information for our review.
  

  Please contact the undersigned with any questions at ***********************
  

  Sincerely,
  *******************************
  Manager,
  Material Damage
  *******************************************

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had auto accident I was not at fault. Truck was drivable while waiting for insurance to come through. I drove the next day and realized that my radiator was leaking even though it was not leaking prior to the accident. So I just started filling the radiator up so I can get back-and-forth to work because I didnt have a rental and the adjust says that it wasnt from the accident even though it wasnt leaking prior to the accident and they were going to cover it.. also, they only let me have a rental for 30 days even though it wasnt my fault the other insured shouldve covered it for 71 days total. And total I spent $1825.44 which I have receipts for to get my radiator fixed and I had to borrow other peoples cars and inconvenience them so I get to them from work for 41 days which wouldve been $30 a day wouldve been $1230. . I have attached receipts and would like some help please

  Business response

  03/21/2024

  The Commerce Insurance Company (CIC or The Company) acknowledges our 3/11/2024
  receipt of this dispute filed with the Better Business Bureau on 3/9/2024. We trust that the following
  addresses all the issues raised in the dispute received by the Bureau.
  

  This dispute alleges repair issues and a leaking radiator as a result of a covered auto claim and the
  consumer also states that the company did not cover rental for the full amount of time the vehicle
  was being repaired.
  

  The consumer informed his repair facility that the radiator leak in his vehicle resulted from this loss
  and should be covered as part of his claim. The repair facility subsequently contacted the assigned
  staff appraiser to inform him of the consumers concern. A ************* Licensed Auto Damage
  Appraiser inspected the consumers vehicle on behalf of the insurer the same day. The assigned
  appraiser identified that the radiator leak was on the left side of the radiator where the side radiator
  tank meets the core. This concern is consistent with a seal that has failed internally in the radiator.
  The vehicle sustained superficial damage to the right side and there was no collision impact
  observed to the radiator or any of the parts immediately surrounding the radiator. The assigned
  appraiser concluded that the radiator leak was the result of mechanical wear and tear and not a
  result of the vehicle owners collision loss. The assigned appraiser found no correlation between
  the cosmetic damage observed to the exterior of the vehicle and the faulty radiator. The appraiser
  called the consumer at this time and informed him of his findings and the consumer disputed these
  findings.
  

  The appraiser then contacted his supervisor and informed him of his findings and the consumers
  dispute. The supervisor, also a ************* Licensed Auto Damage Appraiser, inspected the
  vehicle the very next day on 10/20/2023. The supervisor, upon review, took into consideration the
  point of impact resulting from the collision, the nature of the radiator leak, and the review of the
  loss facts. The supervisor found the appraisers determination to be supported that the radiator
  leak was the result of wear and tear. The supervisor then called the consumer to inform him of his
  determination, and the consumer disputed this determination.
  

  The dispute also alleges that the insurance company did not pay rental expenses for the entire
  length of the repair. The vehicle was dropped off for repairs on 10/19/2023, and while the vehicle
  owner requested a rental vehicle on 10/27/2023, he did not pick up the rental until 10/31/2023.
  
  Supply chain issues caused some delays in acquiring the necessary parts for the repairs and we
  worked very closely with the repair shop to secure the necessary replacement parts as quickly as
  possible. The repair shop completed loss related repairs on 12/07/2023 and the vehicle was picked
  up the same day. The insurance company covered the rental from 10/31/2023 through 12/7/2023
  when the shop completed the loss related repairs. The insurance company did not cover rental for
  the time that the vehicle owner was having unrelated repairs completed.
  

  The Commerce Insurance Company remains open to reviewing any additional pertinent
  information on this matter and asks that you or the consumer forward any such information for our review.

  Sincerely,

  Material Damage Claims Department, The Commerce Insurance Company

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a phone call from a Juster of the MAPFRE INSURANCE COMPANY on yesterday 02/21/2024. Her phone line was ************.She called and asked me to investigate about the accident cars involved in between me and her client that was happened on 02/06/2024 that located at *************, ********** **.The MAPFRE INSURANCE' s client has not called and reported to the MAPFRE INSURANCE yet until I called and requested to open a claim number with them on 02/20/2024.The Juster from MAPFRE INSURANCE was harrased me on the telephone and tried to asked me couple question that seems liked make me scared and nervous to answer her questions.She was unprofessional customer services on her Business Acts as a Juster of the Insurance Company. I was scared and uncomfortable to continue to due with MAPFRE INSURANCE instead of I reported to her company this morning 02/22/2024 and also reported to my Insurance yesterday abou this juster from MAPFRE INSURANCE.

  Business response

  03/06/2024

  Dear Better Business Bureau:
  
  The Commerce West Insurance Company (**** or The Company) acknowledges our March 5, 2024 receipt of your letter dated March 4, 2024.  We trust that the following addresses all the issues raised in the complaint you received from **** *************.
  
  The complainant alleges the **** claim representative has harassed her and asker her questions that made her nervous.
  
  This matter pertains to a two-vehicle collision that occurred on February 6, 2024. ************* reported this claim to **** on February 20, 2024.The assigned claim representative contacted ************** on February 21, 2024, and asked her to confirm the facts of the loss. During the conversation the claim representative asked her questions to determine exactly how the collision occurred and requested details, which would be part of the liability investigation. ************** was unwilling to elaborate on the facts of the loss and instructed the claim representative to deal with her insurance company.
  
  We have since spoken to our driver and Ms. ****** insurance company, *****. We have completed the liability investigation and deemed our driver at-fault for the collision. We have accepted liability.
  
  Pursuant to our review of the information and documents received to date, our review of this matter found no harassment. The claim representative was conducting a professional investigation into the claim that was reported by the complainant.************** was the person that originally contacted **** to report the claim,but she does not want us to talk to her or ask any questions.
  
  In order for **** to assist ************** with her claim against our drivers insurance policy, we need her cooperation. If she chooses not to communicate with ****,then her option is to pursue a claim with ***** and we will await their recovery demand.
  
  The assigned claim representative from **** for the auto damage is Juan G**********, who can be reached at *********************** and/or email ************************************
  
  The assigned bodily injury claim representative from **** is Yannira G************, who can be reached at *********************** and/or email ************************************.
  
  The Commerce West Insurance Company remains open to reviewing any additional pertinent information on this matter and asks that you or ******************* forward any such information for our review.
  
  Please contact the undersigned with any questions at , extension 76765.
  
  Sincerely,
  
  David T********
  Senior Manager, Claims
  

• Initial Complaint

  02/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The Insurance company this last renewal for second time had increased my premium from$271 to $315. I had no accident since I had been with this car insurance. When I requested explanation no one knows why or explained why. Please, I want answers. I thought your premium doesn't go up if you don't get into an accident

  Business response

  02/23/2024

  Dear ******************,  
  
  The MAPFRE Insurance Company acknowledges receipt of your Better Business Bureau Complaint dated February 14, 2024. We trust that the following addresses the concerns raised in your correspondence regarding the recent increase in premium on your automobile policy, number **********.
  
  A review of your policy history revealed your February 3, 2023 renewed with a premium of $1,254.  While your driving record and claims history has not changed, The MAPFRE Insurance Company filed and received approval from the ************* Division of Insurance for two rate changes which affected your August 3, 2023 and February 3, 2024 renewals. Rate changes were necessary to account for overall rising costs of claims which are driven by a number of market conditions and variables. 
  
  The first rate change became effective May 15, 2023 and was applied to your August 3, 2023 renewal resulting in the policy renewing with a premium of $1,349.  
  
  The second rate change became effective December 29, 2023 and was applied to your February 3, 2024 renewal resulting in the policy renewing with a premium of $1,578.  Additionally, the annual mileage discount was adjusted from 5% to 4% which contributed to increasing your overall premium.
  
  We have confirmed the policy has been accurately rated, in accordance with applicable filed and approved rates. 
  
  It is our hope that this letter clarifies the policy premium increases for you. We do recommend you contact your independent agent, ***** **** Insurance Services, to review your options to lower your premiums and eligibility for any additional discounts. 
  
  If you have any further questions regarding this matter, please do not hesitate to contact me at *********************************. 
  

  Customer response

  02/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

*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. ↩