Complaints

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

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  MAPFRE Insurance

  211 Main St Webster, MA 01570-2249

  
• 

  MAPFRE Insurance

  3590 Twin Creeks Dr Columbus, OH 43204

  
• 

  MAPFRE Insurance

  11 Gore Rd Webster, MA 01570-6817

  
• 

  MAPFRE Insurance

  5959 Blue Lagoon Dr Ste 400 Miami, FL 33126

  
• 

  Mapfre Insurance

  2633 Camino Ramon STE 300 San Ramon, CA 94583

  

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

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I Cancelled my Car insurance with MAPFRE in January of 2025 and went to **************. I contacted MAPFRE and advised them that I was cancelling my car insurance policy with the agency. I called them directly and also sent an e-mail.MAPFRE stated that I could not cancel my insurance I had to have my insurance agent, call. I explained that I did not have an agent. Then they stated that **** requires a document stating that I was covered by another Insurance company. I then call ************** and provided the contact information. ************** stated that they did send the information. This took place back in January. They are still billing me

  Business Response

  Date: 04/11/2025

  Dear Ms. ******
  
  The MAPFRE Insurance Company (herein MAPFREor the company) acknowledges receipt of your Better Business Bureau complaint dated April 7, 2025.  We trust that the following addresses the concerns raised in your correspondence regarding the cancellation of your personal auto policy.
  
  Our records indicate the agency, *** ********* ********* ******* called our billing department on January 27, 2025.  The agency representative requested automatic payments be stopped as you were changing carriers.  On February 14, 2025, you spoke with our contact center advising you requested the policy be cancelled in January but were directed back to the agency as the company had not received any cancellation request. 
  
  Typically, when a customer transfers their coverage to a new carrier, the new carrier will send a Notice of Transfer form (commonly referred to as a 2-A) to your former agent or company.  This will result in the agent or former company cancelling the policy as of the date of transfer.  To date, MAPFRE has not received a Notice of Transfer form or other written cancellation request from the agency or ******* ******.  However, we have reviewed registry records which indicate your covered vehicle (2022 ****** ********** VIN# *****************) was insured by ************** effective February 10,2025.  Considering this and the information provided within the complaint, we have proceeded with cancelling your policy effective February 10, 2025. The cancellation will result in a refund of $347.34.  ********************** will be emailing you with options to receive payment within the next 10 business days. 
  
  If you have any questions regarding the refund process,please contact our Billing Department at **************. 
  
  If you have any additional information or questions regarding this matter, please do not hesitate to contact me at ********************************* or ************** extension *****.
  
  
  Sincerely,
  
  ***** ****
  Supervisor, Personal Lines Underwriting
  MAPFRE Insurance

• Initial Complaint

  Date:03/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a prepayment to renew my car insurrance policy with Mapfre on 2/12/2025 for a policy effective date of 3/1/2025. I successfully cancelled my policy beginning on 3/1/2025 on 2/24/2025. Customer service informed me that they were not able to process my refund until 3/1/2025 when my policy was cancelled- despite the nature of the payment being an advance payment for a service I was no longer receiving in the future. On 2/25/2025, I was able to convince the customer service agent to issue my refund and received their system generated email to select my perferred payment method. I entered my details as requested. The refund was expected to process within 5 business days. On 3/6/2025 - 5th business day, I received an email from the company that they cancelled my refund and were issuing me a check. I called and had a reperesentative submit another email for my direct deposit. The email did not arrive until 3/7/2025, I filled out the form and waited for my refund again. Today on the 3/13/2025, I received a second email saying that they were cancelling my refund and issuing me a check. During the whole process, I have spoken with multiple representatives all giving me confilicting information regarding the date my refund should be received/ processing status/ internal notes saved regarding my issue. It is now week 2 and no refund and no additional efforts made by the company to give me my refund for services not recieved.

  Business Response

  Date: 03/20/2025

  March 20, 2025
  
  Better Business Bureau
  Case Number: ********
  Complainant Name: ***** *****
  Policy or Claim Number: **********
  
  Dear BBB, 
  
  I am writing in response to the complaint filed by Ms. ***** ***** concerning her car insurance policy, **********. We understand her concerns regarding the refund process and apologize for any inconvenience she has experienced.
  To address her concerns, we attempted to contact Ms. ***** by phone and email on March 17, 2025, by, by phone on March 19, 2025, and by phone and email on March 20, 2025. Unfortunately, we were unable to reach her. 
  We attempted to inform Ms. ***** that a paper check in the amount of $4998.00 has been issued to the mailing address listed on her auto insurance policy on March 7, 2025, and to inquire if this method is satisfactory to her, given that the check has already been issued and that she had expressed her desire to receive the funds as soon as possible.
  Upon a thorough review of the system, we have determined that the refund had been stopped by our refund vendor.
  The Customer Choice vendor support team has determined that the bank account number or routing number provided for the refund doesn't match the customer's name or that the account doesn't exist, often due to a typo or miscommunication. Per our refund process, we had reissued the refund as a paper check. 
  If you have any questions or need further information, please contact me at **********************************************************. 
  
  
  Thank you,  
  William D*** 
  Project Analyst - Premium Accounting 
  *****************************************************************;
  
  

• Initial Complaint

  Date:03/05/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It started February 29th March 1st 2024 a claim was made on my house only one structures was reviewed for $1300 I decided not to take it I could do repairs myself. policy renew Insurance doubled paid was $3,555. Insurance coverage for two structures 2 months before policy renewal claiming my roof isn't up to the structure standards that I have to employ a contractor to make a roof report and present it back to them to reflect it with a claim from last year using February 2024 clam asking about the claim 9 months ago will not renew because of claim in 2024.The nature of this dispute is cancellation of my policy I disputed the claim timeline and did everything they asked for and they still canceled my policy The roofing question was renewed in 2024 with no incident. After repairs were made

  Business Response

  Date: 03/11/2025

  March 11, 2025
  
  
  ****** ******
  *******************************************
  *******************
  
  
  Named Insured:          ****** ******
  Complainant Name:    ****** ******
  Date of Loss:               2/27/2024
  Claim Number:           **********
  Policy Number:           **************
  BBB File Number:       ********
  NAIC Number:     ***** * ******** ******** ********* *******        
  
  
  Dear Mr. ****************** ******** ******** ********* ******* ***** ** *** ******** acknowledges our March 5, 2025 receipt of your letter dated the same. We trust that the following addresses all of the issues raised in the complaint that you have submitted.
  
  The complainant alleges that your policy was non-renewed without the opportunity to remedy the conditions present.
  
  Our review of the information and documents received to date, show that your Dwelling Fire policy no longer met our filed and approved underwriting guidelines due to the condition of the roof. These conditions include improper and worn roofing materials.
  
  During the claim investigation for the February 27, 2024, wind loss, our claims department notified underwriting that the roof appears to be a very inexpensive coverup of an existing roof with workmanship issues and is extremely vulnerable for future losses. The roof appears to be made of rolled roofing shingle. We require roofs to be well maintained, and flat roofs are only acceptable if constructed using commercial rubber, are no older than 15 years, and have adequate pitch to allow for drainage.  
  
  On March 5, 2024, our underwriter reviewed this information and sent notification to your agent that the roof was in need of replacement prior to January 16, 2025, in order to avoid adverse action to the policy. The underwriter did not receive any correspondence from the agency and therefore, a non-renewal was issued on January 23, 2025, effective the April 4, 2025, renewal date.
  
  
  The Dwelling Fire policy is still active until April 4, 2025. If proof of compliance for the roof replacement or additional photos showing that the current roof condition meets our underwriting guidelines is received prior to this date, the non-renewal can be rescinded.
  
  The ******** ******** Insurance Company remains open to reviewing any additional pertinent information on this matter and asks that you or your agent forward any such information for our review.
  
  Please contact the undersigned with any questions at *****************************.
  
  Sincerely,
  
  ***** *******
  Regional Personal Lines Underwriting Supervisor
  MAPFRE USA
  

  Customer Answer

  Date: 03/19/2025

  February 27th 2024 claim. They renewed my policy april fourth two thousand twenty two with everything that they've mentioned but they renewed my policy the same year with the roof in the condition that it's in. 

   

  Why was renewal accepted in April 4 2024. With present condition

   

  But nine months later same use to deny 2025 renewal.   

• Initial Complaint

  Date:02/10/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been trying to cancel my renters insurance since March 2024. My auto and renters insurance were bundled, and while I successfully canceled my auto policy, the renters policy was not. Despite four separate attempts over the past 11 months, totaling $166.75 in charges, my policy remains active.*First three attempts (calls) I completed the required cancellation paperwork and was told each time Id receive a confirmation email and the policy would be canceled, but nothing ever happened. *Fourth attempt (email) I was blamed for not clicking "submit" on the paperwork, despite this never being mentioned in previous calls. I resubmitted the paperwork, which they confirmed receiving. *New demand They now require proof of my lease ending to backdate and cancel the policy, something that was never previously mentioned. Renters insurance is not legally required in *************, and I haven't rented in two years. When I asked for documentation justifying this request, they couldn't provide any. The only explanation I could was that to backdate the policy they needed this because I was saving money on my auto insurance having it bundled. But my auto insurance has been canceled since March, as my renters insurance SHOULD have been.*Roadblock I have repeatedly contacted my former property manager and landlord, but they have not responded, making it impossible for me to obtain the requested proof. I have reported this to MAPFRE and they are no longer responding to me either.I simply want my money refunded and my policy permanently canceled. There is no reason this process should have dragged on for almost a year. They have more than enough prooffrom recorded phone calls to emailsthat I have been actively trying to cancel my policy since March. It seems they are intentionally adding unnecessary hurdles to continue charging me, and I feel I am being taken advantage of.

  Business Response

  Date: 02/20/2025

  Dear Ms. ******
  
  The MAPFRE Insurance Company acknowledges receipt of your Better Business Bureau complaint dated February 9, 2025.  We trust that the following addresses the concerns raised in your correspondence.
  
  Our records show the MAPFRE Insurance Company received an email from the *** ********* ********* ****** on Monday, February 10, 2025, requesting your policy be cancelled. This was the first correspondence MAPFRE received regarding the cancellation of your policy.  The request was reviewed by our Policy Services Team on Tuesday, February 11, 2025, and referred to the MAPFRE Underwriter for approval to backdate the cancellation to March 7, 2024.  On Tuesday, February 12, 2025, the MAPFRE Underwriter reviewed and approved the backdate cancellation of your policy.  The cancellation of your policy has been processed and is effective March 7, 2024. The reason for the cancellation is indicated as Insured Request to Cancel Mid-Term.

  
  Our policy history notes and transactions do not indicate direct correspondence regarding the cancellation of your policy between you and the MAPFRE Insurance Team.  It is our belief that the concerns you may have with the cancellation handling of your policy would have been experienced at the agency level.

  
  If you have additional questions regarding the cancellation process or handling of the cancellation of your policy, please contact the *** ********* ********* ******.
  
  
  Sincerely,
  ***** ****
  Supervisor, Personal Lines Underwriting
  MAPFRE Insurance

  Customer Answer

  Date: 02/20/2025

   
  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,
  
  ***** *****

• Initial Complaint

  Date:02/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear MAPFRE Customer Service, I am writing to formally file a complaint regarding the mishandling of my insurance policy cancellation and the unauthorized attempt to withdraw funds from my bank account. On October 20, 2024, I contacted MAPFRE Insurance Company to cancel my policy. However, I later discovered that my policy had not been canceled as requested. I called again on October 25, 2024, to reiterate my cancellation request. The claims representative assured me that my policy and automatic payments would be canceled. Despite this, on October 28, 2024, MAPFRE attempted to withdraw $267.00 from my bank account three days after I had confirmed my cancellation. I stopped the payment and immediately contacted MAPFRE for an explanation. I was once again assured that my policy was canceled and that I would receive a refund. To date, I am still awaiting my refund of $118.50, which is rightfully owed to me. I request that this refund be processed immediately. If this matter is not resolved promptly, I will be forced to escalate my complaint to the appropriate regulatory authorities, including the state insurance commission. Please confirm receipt of this letter and provide an update on the status of my refund as soon as possible. I expect a resolution by 10 business days from today

  Business Response

  Date: 02/17/2025

  February 17, 2025
  
  Better Business Bureau
  Case Number: ********
  Complainant Name: ****** ******
  Policy or Claim Number: **************
  
  Dear BBB,
  We are writing in response to the complaint filed by Ms. ****** ****** regarding the handling of her insurance policy cancellation, the attempt to withdraw funds from her bank account, and the refund in question. 
  Upon a thorough review of Ms. ****** account, we have determined that no refund is due to her at this time.
  About Autopay:
  Autopay withdrawals are sent to the associated financial institution 3-4 days prior to the actual withdrawal date. This way, the bank knows the amount to electronically transfer and the withdrawal date to process the transaction. Once the transactional information is sent to the banks, we can no longer cancel or modify that Autopay deduction.
  Autopay deduction date modifications are typically not effective until the next renewal.  ************* request to modify her deduction date was made midterm, we manually adjusted the previously scheduled deduction dates to reflect the new date chosen.
  About Renewal Payments:
  A renewal EFT payment must be withdrawn on or after the renewal date.  ************* policy was set to renew on 11/9/2024, the renewal Autopay deduction would have been scheduled for 11/10/2024. Any balance due on the prior term must be paid prior to the renewal.
  Two Autopay payments were scheduled for October 2024 due to Ms. ****** choosing to change their Autopay withdrawal date mid-term from the 28th of each month to the 10th. This change was made when Autopay was updated on 03/28/2024. We have attached the signed Autopay authorization form showing that new withdrawal date and the associated Autopay statement issued to Ms. ************** to the mid-term change in Autopay deduction date, a 10/10/2024 deduction was scheduled, an additional Autopay payment was required to capture the prior term balance before the renewal issued. The 10/28/2024 deduction date was left to pay the remaining balance on the 2023-2024 term. The Autopay statement issued to Ms. ****** shows both October deductions. Our records do not show that a call was received regarding the scheduled deductions.
  About Stopped Payments and Refunds:
  MAPFRE policy dictates that we wait 14 days to issue a refund on an Autopay or checking account payment. We must ensure the Autopay/Check payment clears before issuing a refund.
  The transaction information for the $236.42 deduction due 10/28/2024 was sent to ******************** institution on 10/24/2024. However, this payment was returned by the bank on 10/31/2024, due to a "Payment Stopped" status. Had this payment cleared successfully, Ms. ****** would have received a refund of $102.00. The return of this payment eliminated the potential refund, resulting in a balance due on her policy. If we had issued the refund immediately, Ms. ****** would have owed $235.42 instead of the current balance of $133.42.
  About the Cancellation
  Our records do not show that a phone call was received on 10/20/2024 regarding the cancellation of Ms. ****** policy. Ms. ****** cancellation request was received on 10/25/2024 and processed on 10/28/2024, with an effective date back to 10/25/2024, per the cancellation request. The $102.00 cancellation credit was calculated based on this effective date. 
  We hope this explanation helps clarify the situation. If there are any further questions or additional assistance needed, please do not hesitate to contact us.
  We have included:
  
  A billing breakdown reflecting the current earned
  The cancellation request
  Signed autopay Authorization Form
  Autopay Deduction Schedule
  
  Thank you,
  
  ******* ****
  Project Analyst
  Email: **********************************************************
  
  

  Customer Answer

  Date: 02/18/2025

  Subject: Response to Mr. ******* ***** Statement
  Dear BBB
  I am writing to address the response from Mr. William D********* Project Analyst, regarding my complaint. Unfortunately, his statements are not accurate.
  My insurance policy was set for automatic payment on the 10th of each month. On October 9, 2024, the insurance company withdrew $236.42 from my account. Subsequently, I received a renewal notice informing me that my monthly premium would increase from $236.42 to I believe $296.00.
  At that time, I decided not to continue with the policy at a higher rate and opted to cancel. I initially canceled my policy on October 19, 2025. However, upon discovering that the cancellation had not been processed, I called again on October 25, 2025, to ensure it was canceled. The insurance representative assured me that both my policy and automatic payments were canceled.
  Despite this assurance, on October 28, 2025,the insurance company withdrew an unauthorized payment from my account. When I contacted them for clarification, I did not receive any assistance. As a result, I contacted my bank and informed them that the payment was unauthorized, as my policy had been canceled on October 25, 2025. My bank proceeded to stop the payment.
  Given these circumstances, I am rightfully owed a refund of $136.00. I am deeply disappointed by the unethical practices of this company and will be escalating my complaint to consumer affairs with all supporting documentation.
  

• Initial Complaint

  Date:02/04/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have always paid my auto insurance monthly but towards the end of year I decided not to renew my contract because they increased my premium by over 4,000. I sent emails expressing my wish to cancel and that I have a new insurance. Till date they have refused to cancel me and everyone I speak to keeps saying they have to escalate to a team lead. They are extremely unprofessional and will not do their jobs. Just lookin to exploit someone.

  Business Response

  Date: 02/06/2025

  Dear Ms. ********
  
  The MAPFRE Insurance Company acknowledges receipt of your Better Business Bureau complaint dated February 4, 2025.  We trust that the following addresses the concerns raised in your correspondence.
  
  Our records show the MAPFRE Insurance Company received an email from the *** ********* ********* ****** on Friday, January 31, 2025, requesting your policy be cancelled. This was the first correspondence MAPFRE received regarding the cancellation of your policy.  The request was reviewed by our *************** Team on Tuesday, February 4, 2025, however, the policy had already been cancelled. The agency processed the cancellation electronically on Monday, February 3, 2025.  The effective date of the cancellation is January 27, 2025, and reason for cancellation is change of carrier. 
  
  On February 4, 2025, our Billing policy notes confirm that you phoned into the MAPFRE Insurance Company *************************** regarding the refund to be issued. Information regarding the refund was provided to you during this call.  This appears to be the first direct contact between you and MAPFRE.  Therefore, we believe the interactions referenced within your complaint were experienced with the agency.
  
  If you have additional questions or concerns regarding this matter, we recommend contacting the *** ********* ********* ******.  If you have additional questions regarding the refund or billing of your policy, please do not hesitate to call our ****************** at ******************************. 
  
  
  
  
  Sincerely,
  
  ***** ****
  Supervisor, Personal Lines Underwriting
  MAPFRE Insurance

• Initial Complaint

  Date:01/24/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Insurance Company not responding to multiple requests, giving the fun around to avoid paying claim, not fulfilling their obligations to repair damage caused by their insured Terrible Company

  Business Response

  Date: 02/03/2025

  The MAPFRE Insurance Company (MIC or The Company) acknowledges our receipt of your letter dated January 24, 2025.  We trust that the following addresses all of the issues raised in the complaint you received from ******* ******.
  
  The complainant alleges the Company has been unresponsive and avoiding paying his claim.
  
  This matter pertains to an auto claim and Mr. ****** is a third party claimant. The date of the accident was Saturday, January 18, 2025, and the claim was reported to the Company on Monday, January 20, 2025. We made contact with the complainant and assigned an Appraiser to inspect the damages vehicle the same day. The Company obtained statements from our insured driver and promptly accepted liability for the damage to Mr. ******* vehicle.
  
  Since that time, we have issued a payment on the complainants behalf to the repair shop of his choice and set up a direct bill rental reservation for him with ********************** A payment of $1,537.42 was issued to **** **** ******* on January 27, 2025.
  
  Pursuant to our review of the information and documents received to date, we can confirm prompt contact was made with all parties involved in this claim and payment has already been made for the complainants vehicle damage.
  
  The MAPFRE Insurance Company remains open to reviewing any additional pertinent information on this matter and asks that you or Mr. ****** forward any such information for our review.

• Initial Complaint

  Date:01/22/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was sent an email to the one referenced in this complaint stating that this company did not receive payment. They in fact did receive payment albeit 2 days later due to an issue with my bank. What they have on file is my bank account for auto withdrawal, they decided to use my wife's debit card which she didn't give them permission to use. She had paid the month prior. That didn't give them the right to look at what cards were attached to any payment they got in the past and charge it to that. She doesn't care about the money being credited back as I paid her back. But I want to know why you're telling me you never got payment when you did :********** Policy Effective Date: 10/17/2024 Thank you for your payment of $152.79, which we applied to your policy on 01/19/2025. To view additional billing and payment details, please create or log into your MAPFRE customer account.Also my wife desires to know why you chose to use her account when my account didn't work. We both have different policies. Her debit card you used ended in ****. So please let me know why I'm being told it wasn't paid this month when it was. You guys just decided to pull out of my wife's account instead which she only authorized it for last month, not this month. It has now been pulled out because she is extremely upset with what you guys are doing.Thanks.

  Business Response

  Date: 01/28/2025

  January 28, 2025
  Better Business Bureau
  Case Number: ********
  Complainant Name: ***** *******
  Policy or Claim Number: **********
  Dear BBB,

  
  I am writing in response to the complaint filed by Mr. ***** ******* concerning policy number **********.
  Upon a comprehensive review of Mr. ********* policy, it has been determined that the policy is enrolled in
  autopay. Two payments were returned and subsequently replaced manually using a debit card ending in ****,
  which belongs to Ms. ****** *******.

  
  An autopay transaction of $152.79 was initiated on December 15, 2024, and returned on December 18, 2024, due
  to insufficient funds. A payment failed notification was issued to the customer's online account on December 18,
  2024. On the same day, a replacement payment of $152.79 was submitted through the customers online payment
  portal using the debit card ending in ****.

  
  Another autopay transaction of $152.79 was initiated on January 15, 2025. On January 19, 2025, a manual
  payment was submitted through the customers payment portal using the debit card ending in ****. On January
  21, 2025, the original payment of $152.79, initiated on January 15, 2025, was returned due to insufficient funds.

  
  A payment failed notification was issued to the customer's online account on January 21, 2025.
  Included is the transaction history showing the payment method and payment channel associated with the debit
  card payments in question. The transaction history reflects both payments being processed on the customers
  online portal ***** and the email address associated with the payer.

  
  Please note that replacement payments were processed on the customers portal, to which the ********************** does not
  have access.

  
  I have included the following documents:
  A detailed billing breakdown
  Failed payment notifications
  Payment History
  Payment Source Information

  
  If you have any questions or need further information, please contact me at **********************************************************.

  
  Thank you,
  ******* ****
  ******* ****
  Project Analyst
  Email: **********************************************************

  Customer Answer

  Date: 01/28/2025

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

  you are saying it wasnt paid and im saying her bank statement shows it was and 2. I never manually made a payment using her card the second time 

  Give me a supervisor bc im not going to be accused of lying

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

  Business Response

  Date: 01/31/2025

  January 31, 2025
  Better Business Bureau
  Case Number: ********
  Complainant Name: ***** *******
  Policy or Claim Number: **********
  Dear BBB,
  I am writing in response to the Supplemental Complaint filed by ***** ******* concerning policy ***********
  To further clarify the returned payments in question:
  An autopay transaction of $152.79 was initiated on 12/15/2024.
  The payment of $152.79 initiated on 12/15/2024 returned on 12/18/2024, due to insufficient funds. A payment failed
  notification was issued to the customer's online account on 12/18/2024.
  An autopay transaction of $152.79 was initiated on 1/15/2025.
  The payment of $152.79, initiated on 1/15/2025, was returned on 1/21/2025, due to insufficient funds. A payment
  failed notification was issued to the customer's online account on 1/21/2025.
  Upon each returned payment a notification of payment failure was issued to Mr. ******** The notification references only
  the payments that were processed via autopay and had returned due to insufficient funds. If these autopay payments are
  reflecting as successful within their financial institution, we will need a copy of the bank statement reflecting the transaction
  submitted for review.
  The successful manual Debit Card payments:
  On 12/18/2024, a manual payment of $152.79 was submitted through the customers online payment porta l using
  the debit card ending in ****.
  On 1/19/2025, a manual payment was submitted through the customers payment portal using the debit card ending
  in ****.
  The manual payments that were processed using Ms. ******** debit ca rd, were successful payments and would still reflect
  on the account holders bank statements as processed. We did not issue any failed payment notifications on these two
  payments, and they are still reflecting as successful in our system.
  Additional information regarding online payments:
  Customers are able to make a digital payment using the following two options:
  1. There is a one-time guest payment link on ************************ which is not associated with the digital wallet
  within the online customer account in the Customer Portal. When making a one-time guest payment a customer can
  select account numbers that are associated with their policy number for future payments. Customers have the ability
  to store the DC/CC payment instrument on the guest one-time payment link. This can be re-used in the event the
  customer uses the one-time guest payment link to make another payment. This card is associated with customers
  policy number only.
  2. A customer can login to their online account through the Customer Portal and add, update or delete payment
  methods in the digital wallet. When a customer makes a payment using the Customer Portal, saved payment
  methods can be accessed and utilized to process a payment.
  Payment methods utilized while making a one-time payment on ************************ are not saved and cannot be
  accessed via the Customer Portal.
  It is recommended that Mr. ******* review his customer online portal to ensure that the correct payment method is saved,
  and the incorrect payment method is removed. Mr. ******* can contact the ************** for assistance with removing any
  saved payment methods.
  I have included the following pieces of supporting documentation:
  Payment Portal Dashboard captures reflecting both DC payments processed via the customer portal
  Capture of customer payment history reflecting prior use of the **** ending in ****
  Customer Portal Back End Logs reflecting login and access of the debit card and credit card payment portal on
  12/18/24 and 1/19/25
  If you have any questions or need further information, please contact me at ***********************************************************
  Thank you,
  ******* ****
  ******* ****
  Project Analyst
  Email: **********************************************************
  

  Customer Answer

  Date: 01/31/2025

  
  Complaint: ********
  
  I am rejecting this response because: I got notice today that I'm behind two months and I did not authorize the debit card ending in **** you guys did as my wife paid using that for me only in December. I know you keep whatever is on file and TRY that because she was surprised when she saw the charge ending in ****. WHY WOULD SHE BE SURPRISED if she neither one of us authorized that? You can call me and prior to that including today when I called in bc you are showing I'm two months behind when clearly now you are saying at *** was paid explain the cancellation notice I just got in the portal today? I asked for a supervisor or Higher even on the phone today and you all won't give me the manager which tells me a lot. Do they tell you to lie and make up stories as you go? Please do call and explain all the nonsense you are doing **********
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 02/04/2025

  February 3, 2025
  
  Better Business Bureau
  Case Number: ********
  Complainant Name: ***** *******
  Policy or Claim Number: **********
  
  Dear BBB, 
  
  I am writing in response to the Supplemental Complaint filed by ***** ******* concerning policy **********. 
  
  Prior to the cancellation, Mr. ********* policy was enrolled in Auto Pay. As part of this payment method, installments are divided evenly among the scheduled deductions, with any premium adjustments or overpayments distributed equally across each installment.
  
  On 1/15/2025, an Auto Pay deduction in the amount of $152.79 was processed. Subsequently, on 1/19/2025, a payment of $152.79 was made through the customer portal using a **** Debit card ending in ****. This payment was classified as an overpayment, as the scheduled deduction had already been processed on 1/15/2025. As a result, the overpayment was distributed equally across each remaining installment and a revised Auto Pay Statement generated advising the insured of the new installment amounts.
  
  On 1/21/2025, the autopay transaction from 1/15/2025, was returned due to insufficient funds. As a result, a Statutory notice of Cancellation issued advising $344.49 due by 2/24/2025 to maintain coverage. 
  
  
  Transaction DateTransactionPayment MethodPayment SourceAmount
  1/15/2025Auto Pay DeductionChecking - 0137Billing Center152.79
  1/19/2025Manual Debit Card Payment (Applied to remaining installment amounts)**** - ****Payment Gateway - *********
  1/21/2025Auto Pay Deduction Reversal (Insufficient Funds)---152.79
  1/31/2025Statutory Notice of Cancellation Issued Amount Due $344.49
  
  Our records reflect that Mr. ******* had contacted our Contact Center* on 1/31/2025 and was advised on the impact of the manual debit card payment on the installments, the pending cancellation, and the source of the debit card payments in question. He then requested to connect with his servicing agent to process a policy cancellation. On 2/1/2025, a supervisor contacted Mr. ******* and was advised by Mr. ******* that he obtained the clarity that he needed.
  
  I trust this explanation provides additional clarity and would like to assure Mr. ******** that MAPFRE does not have the ability to process manual payments on the customers secured customer portal. We apologize for any confusion caused by the manual payment and regret to see Mr. ******* cancel his policy with us. Should you have any further questions or require additional assistance, please do not hesitate to contact me.
  
  I have included:
  The revised Auto Pay Statement reflecting the impact of the 1/19/2025 manual payment
  The Statutory Notice of Cancellation
  Cancellation Declarations Pages
  
  Thank you,
  
  ******* ****
  ******* ****
  Project Analyst
  Email: **********************************************************
  
  

• Initial Complaint

  Date:01/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The e-mail address they have on file for me, ************************ is a real old expired e-mail address. Have repeatedly talked to Mapfre on the phone and assured each time that they have changed my e-mail to ********************** so I can access my account online and pay bill. Called 5 times in the last 5 business days. Still not done.

  Business Response

  Date: 01/21/2025

  January 16, 2025
  
  Better Business Bureau
  Case Number: 22816570
  Complainant Name: ******* *********
  Policy or Claim Number: **********
  
  Dear BBB,
  
  I am writing in response to the Complaint filed by ******* ********* on 1/15/25 concerning policy **********. Below is a detailed account of interactions related to the complaint the customer filed that has been resolved:
  
  On 1/14/2025:
  ******* contacted the Contact Center and spoke to a representative to process an update to her contact information.
  The Contact Center representative processed the email update and unlinked the out-of-date email address from the customers online portal.
  During this conversation the Contact Center************* representative explained to ******* that the new email must be linked to her online account and that it may take up to twenty-four hours for the system to post the change.

  On 1/15/2025:

  ******* contacted the Contact Center to advise that she was experiencing complications regarding the email update.
  A problem ticket was opened to determine if a system issue impacted the email update.
  No system issues were detected and contact by phone to the customer was attempted.
  We were unable to reach *******, a voicemail was left for her regarding next steps.
  Validation email was sent to *******, as contact by phone was unsuccessful, the email provided steps to validate the new email and link to the customers online account.
  Per transaction history related to the policy the customer was able to successfully validate and link the new email address to the online account.
  Email update has processed appropriately, and MAPFRE Insurance systems are working as intended.
  Currently the incident is marked resolved.
  
  At this time, it appears that the complaint outlined by the customer has been resolved. We apologize for any inconvenience that the customer experienced.
  If you have any questions or need further information, please contact me at ********************************.
  Thank you,
  
  ******* ****
  
  ******* ****
  Project Analyst
  Email: ********************************

  Customer Answer

  Date: 02/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22816570, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Tiffany Morrissey

• Initial Complaint

  Date:11/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/23/24 at approximately 3:45 pm I put a claim in with this horrid company. First and foremost, when you hire people that speak English however have such a thick accent that you can't understand them most of the time, that's a problem. I kept telling the agent I was confused and that's because I didn't understand half of what she said. I'm the one that got rear-ended at a stop light by a nurse no less in ********* MA. This girl kept looking at her phone and she was a good car length behind me but her phone was more important so she took her foot off the gas, and slammed right into me. Police were called, and my wife is an attorney so if they don't rectify this quick they will have many issues coming their way. We were supposed to move tomorrow 11/25, which I can show this Dorothy *** who's supposedly my adjuster, that I had to push back now for medical treatment and to get my car dropped off to one of their body shop locations. The girl that took down the claim told me they would come to the house first, so get your info straight. I asked abt a car since I needed the back of my own vehicle as i was moving some boxes & the moving co was going to do the heavy stuff & now that's postponed bc of a nurse on her phone who told me she just sneezed. My wife will be trying to get footage if there are cams at that intersection bc she clearly wasnt stopped I was told by this co that they can only reimburse 30 a day for 3days ..1st off I didn't cause the accident and a big guy there are no cars for 30 nm an suv. Plus she hit  & my wife so it should be comp to what i had. When I asked why does the rental come out of my ins the lady had no answers. She def had no answers about 30 a day rentals. I was given the adjusters name Dorothy who told me to drop it off to ****. How do I get back? No car. Then she never gets back to me after asking if I had ?s &then they give me an adjuster who is on vaca altho her vm says October. I'm not putting up w already this lack of commu

  Business Response

  Date: 12/02/2024

  **** ** *** **** **** *********
  The Commerce Insurance Company (CIC or The Company) acknowledges our November 25,
  2024, receipt of your letter dated November 24, 2024. We trust that the following addresses all of
  the issues raised in the complaint you received from ****** *******.
  The reason for the complaint is for a delay in the adjusters response regarding a rental vehicle that
  was needed. This accident occurred on Saturday, November 23, 2024, and was reported to us on
  the same day. The assigned adjuster, who happened to be working on Saturday, reviewed the
  claim that same day and followed up with ***** regarding the accident. A rental reservation was
  created under ****** policy which carries limits of 30/900. There was no discussion regarding the
  need to rent an SUV until Sunday, November 24, 2024, via a text message to the adjuster. The
  office was closed when this text message was received. Our business hours for Claims are
  Monday through Friday from 8:00 am to 4:30 pm EST. On Monday, November 25, 2025, once
  contact was made with the at fault party to confirm loss details, we were able to create a rental
  authorization for the complainant that would allow for a larger vehicle.
  The Commerce Insurance Company hopes that this response meets the expectations of *****
  *******. We remain open to reviewing any additional pertinent information on this matter and
  asks that you or ***** ******* forward any such information for our ***********...

  Customer Answer

  Date: 12/02/2024

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

  First off your company didn't even set up a claim against the person who hit us which I was informed they should have done since they have commerce too.

  The adjuster I dont want as i STILL havent heard from her. Accident happened 11/23, it is 12/2, stop with the nonsense.

  She asked if i had questions that  saturday 11/23 via email and when i said yes she didnt answer me nor has. My wife did leave a message bc i couldn't understand the first woman who took the claim info..that's when I wrote Sunday.

  if I don't get a new adjuster I will take action .. Also i want a supervisor to contact me or manager  not someone who answers complaints to make themselves look good. 

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

  Business Response

  Date: 12/05/2024

  Dear **** ********:
  The Commerce Insurance Company (CIC or The Company) acknowledges our November 25,
  2024, receipt of your letter dated November 24, 2024. We trust that the following addresses all of
  the issues raised in the complaint you received from ****** *******.
  The reason for the supple complaint was that ***** was under the impression we had not created
  a claim against the policy for the party that hit his vehicle as they are also insured with MAPFRE
  Insurance. This claim was created on the first business day following the accident. ***** was also
  looking for a new adjuster as he had not received a response from the assigned adjuster after his
  inquiry about a rental vehicle. I assigned a new adjuster on 12/3/2024 and we both reached out to
  ***** to offer our assistance with any pending questions or concerns he had. I spoke with *****
  today and confirmed at this point, he is just waiting to speak with his repair shop to begin the claim
  process.
  The Commerce Insurance Company hopes that this response meets the expectations of *****
  *******. We remain open to reviewing any additional pertinent information on this matter and
  asks that you or ***** ******* forward any such information for our review.

  Customer Answer

  Date: 12/05/2024

  
  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.HOWEVER IF I HAVE TO CHASE THEM DOWN IN THE FUTURE THE COMPLAINT WILL BE OPENED AGAIN, AS I HAVE NO IDEA WHEN I WILL GET MY VEHICLE BACK.

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