ComplaintsforMAPFRE Insurance

• 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,
  
  *************************

• Initial Complaint

  02/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In October 2023, I received a call from a man saying he wanted to inspect my house. I told him that I didnt know what he was talking about and I wasnt going to let some guy I dont know in my house, for safety reasons. I called ******************************** and ********, and they said MAPFRE was inspecting some of their properties up for insurance renewal. A letter explaining an inspection was received by me after the man called me! I have been with both of these companies, through their mergers, for 25-30 years. Always paid my premium in full, no claims for auto and home insurance. The inspection company, ******************** Management reported that I refused the inspection. Victoria from **** said they would remove the refusal from my record when I complained. Another woman called on 10/30/2023 to do an external inspection. I was not at the house and never met her. On November 9th an email from **** was sent with an inspection report which said the roof shingles were curled and the roof needed to be replaced. The email letter from **** said I needed to show a contract that the roof was going to be replaced. I had a roofer at my house the next morning and he said there was no problem with the roof. It is 14 years old out of 35 years. Again I called **** with no help. I spoke to *** at ****, and told him the roof was fine. He looked at pictures of the roof in the report and didnt see any curled shingles either. As of 2/1/2024, Mapfre canceled my house insurance, as I was as told by an **** contact. I dont recall receiving a letter from MAPFRE. This put me on a list of substandard properties and I am paying a higher premium! There was nothing wrong with my roof, and the other concerns the inspector had were listed as minor. I want the report corrected and my property removed from the substandard property list! How can this happen, that an inaccurate report can be filed? I can give you 25 dates within the past 4 months when I called **** to fix it,

  Business response

  02/21/2024

  Dear **************:
  
  The MAPFRE Insurance Company acknowledges receipt of your Better Business Bureau Complaint dated February 12, 2024.  We trust that the following addresses the concerns raised in your correspondence regarding the non-renewal of your homeowners policy.
  
  A review of your policy shows your policy was originally written by the ******************************************************* Insurance Agency on February 1, 2021. The policy is the Homeowners Policy HO 00 03, edition 5/11.   
  
  On October 10, 2023, MAPFRE requested ******************** Management to complete an inspection of your property located at *********************************************************************  It is a customary practice for insurance companies to periodically inspect properties at new business and prior to renewal. 
  
  A letter from MAPFRE to you was mailed on October 11, 2023 which explained we were planning on obtaining a property inspection and that ******************** Management would be contacting you to set an appointment if the heating and electrical system needed to be viewed.
  
  The inspector from ******************** Management contacted you on October 13, 2023 by phone to schedule an appointment which would require the heating and electrical system to be viewed.  As a result of your conversation with the inspector,the inspection appointment was not set.    
  
  On October 26, 2023 the MAPFRE Personal Lines Underwriter reviewed the inspection report which indicated you had declined to allow the inspection.  The Underwriter then contacted your insurance agency to advise the inspection was declined and that they would be ordering an exterior only inspection. 
  
  On October 30, 2023, the inspector left a voice mail message for you and completed an exterior inspection of your property. 
  
  The Underwriter reviewed the inspection report on November 7, 2023.  The report revealed the roof had curled shingles, a section of gutter was missing and siding was damaged around the electric meter and had some trim areas that were damaged.   The Underwriter contacted ****************************************************** regarding the noted items and requested an electrical and heating form be completed since an exterior only inspection was completed.  
  
  On December 8, 2023, the Underwriter did not receive a response regarding the property conditions and did not receive a completed electrical and heating form.  As a result, a notice of non-renewal was issued. 
  
  As previously noted, your policy is the Homeowners Policy HO 003, edition 5/11, which states the following under the Sections  I and II Conditions, C. cancellation 2b.,:
  
  With regard to the nonrenewal of this policy,our records indicate the policy is Homeowners Policy HO 00 03, edition 05/11 which states on page 23 under the 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 ************* (HO 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.  However, if your policy was executed on behalf of us, in whole or in part, by or on behalf of your insurance agent or our insurance broker we will send written notice only to the agent or broker.  Every insurance agent or broker receiving this notice will, within 15 days of its receipt, send a copy to you unless the agent or broker has replaced the insured.  Proof of mailing will be sufficient proof of notice. 
  
  After reviewing the notice of nonrenewal we have confirmed it is consistent with the above policy conditions for nonrenewal.  The notice of nonrenewal was mailed to ******************************************************* Insurance Agency on December 13,2023 which was 50 days prior to the nonrenewal effective date of February 1,2023. 
  
  The substandard property listing that is referenced in the complaint is nonexistent. There is no such listing.   The inspection report did in fact identify property conditions and the use of the property inspection and associated inspection report is not shared with any other organization, third party or company outside of your independent insurance agent. 
  
  MAPFRE did not not receive any correspondence after the notice of nonrenewal was issued and as of the date of this letter have not received any documentation regarding the roof or the other noted property conditions.  
  
  If you wish to be insured with MAPFRE we recommend you provide documentation from the roofer and what other actions have or will be taken to correct the other conditions to ******************************************************* Insurance Agency and request they rewrite your policy with MAPFRE. 
  
  If you have any further questions regarding this matter, please do not hesitate to contact me at *********************************.
  
  
  
  Sincerely,
  

  Jason B********
  
  Personal Lines Underwriting Supervisor
  MAPFRE Insurance Company 

  Customer response

  02/26/2024

  I have been with Commerce Insurance dating back to 2011, at least. It may be under the name of *********************. 
  I received the phone call on 10/13 from the inspector before I received the letter mailed 10/11 from MAPFRE/****. It takes more than two days for mail.  
  I spoke to Victoria at **** about the inspection to explain I did not refuse it, I did not know what he was calling about. She said she would explain that. 
  when the external inspection was done on October 30, there was no appointment made and I was not present. 
  After the inspection date, I watched my mail for the report but did not receive anything. When I was cleaning out an obsolete email account, I found a letter was sent to that account from ****. 
  The letter stated the report from Commerce indicated the roof was past its useful life and I had to be under contract for a new roof. The roof is only 14 years into a 30 year lifetime. I did not complete the forms because I was trying to get the report corrected through ****. I spoke to Bob B***** about it.  
  I have always paid my house and auto insurance in full, no claims.  I did not receive a letter stating my insurance was canceled. I only knew on 2/1 when I spoke to Barbara from ********.  

  Customer response

  02/26/2024

  Response #2

  As to the substandard properties list, isnt there a list of properties that have been cancelled by private insurers that other insurers can see? That affects their ability to get insured?

  Also, what address did you use for the letters sent? My mailing address is different from the property address.

  Thanks, *****

  Business response

  03/01/2024

  Dear **************:
  
  We recognize the timing of the letter and call from ******************** Management could have caused confusion and also recognize that you did not outright refuse the inspection.  Additionally, the letter was mailed to ************************************************************** which we now recognize was an error and apologize for both the confusion and sending this to the wrong address.
  
  As noted previously, there is no substandard listing that you referenced in your original correspondence and follow up correspondence. 
  
  On February 28, 2024 our Underwriter spoke with Barbara from the ******************************************************* agency and advised we will need documentation regarding the roof. In your correspondence you mentioned a roofer inspected the roof and advised of its condition.  We ask that you provide documentation from the roofer to the agency and also advise what other actions you will be taking for the other noted concerns (missing section of gutter and damaged siding and trim).  Upon receipt of documentation which supports the roof being in favorable condition, being advised of future actions regarding the gutter and damaged siding and favorable update information regarding the electrical, plumbing and heating systems the agency will be able to rewrite your homeowners policy with MAPFRE. 
  
  We are willing to write your policy again, however,we need these items to support doing so. Please provide documentation and associated information to Barbara at ******************************************************* so that we can review these items and hopefully rewrite your homeowners policy. 
  
  
  Sincerely,
  
  Jason B******
  
  Personal Lines Underwriting Supervisor
  MAPFRE Insurance Company 

• Initial Complaint

  02/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Mapfre has refused to pay the body for repairs their Appraiser approved. The Adjuster Christy Z************ has refused to pay for a rental car past 1/31/24 and has left me with no vehicle. The body will still not release my car without full payment of the work. The vehicle is ready for pick as 1/25/24

  Business response

  02/02/2024

  The MAPFRE Insurance Company acknowledges our receipt of your letter dated February 2, 2024.  We trust that the following addresses all of the issues raised in the complaint you received from *********************************** complainant alleges MAPFRE has refused to pay the body (shop) for repairs the Appraiser approved.
  
  Pursuant to our review of the information and documents received to date, we can confirm all payments have been made to Ms. *********** repair shop of choice. To date,MAPFRE has issued payments totaling $3,097.49 to Ms. ********** and her chosen body shop to repair her vehicle. The supplemental payment approved by the Appraiser,as referenced in the complaint, was issued on February 1, 2024. On todays date, we contacted the body shop to confirm payment was issued and provided proof of payment, so the vehicle could be released to Ms. ********************** MAPFRE 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 *****.
  
  Sincerely,
  
  David*********
  
  ************************
  Senior Manager, Claims
  
  

  Customer response

  02/05/2024

  Mapfre agreed to pay the body the remaining balance and the body shop release my vehicle on Friday 2/2/2024.

  Customer response

  02/05/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Im inquiring with the BBB because of a long delay in a payment. My insurance company was suppose to pay off my auto loan 3 months ago but has delayed the process and had has been very difficult to communicate with on the issue. I have since gone into a new loan with a new car but still have the old loan sitting pending payment from the insurance company. This has made it very difficult to get my new loan for my new car as my credit report still reflects my balance on the old loan.

  Business response

  01/16/2024

  Good morning.  Attached is our BBB Complaint response letter.  The lienholder has been via *** with a tracking # provided as well.  Thank you for your time.  Have a nice day.  

  Customer response

  01/21/2024

   
  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,
  
  *****************************

• Initial Complaint

  01/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I went online to several companies for online auto ins quote. I ended up staying with my current company. I received an invoice from MAPFRE listing an agents name as well as a cancellation notice from maofre although I never purchased a policy from them. I have tried uptrend times to rectify this with Maofre but have been unsuccessfull. I need a letter showing that there was never a policy. I tried calling the agency, ******* ********* *****, listed on invoice and every time they were to transfer me they hung up on me three times. This is some type of scam/fraud.

  Business response

  01/22/2024

  Thank you.

  Customer response

  01/22/2024

   
  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,
  
  ******* *****

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 14, 2023 my son was involved in a car accident driving my car. For some reason he wasnt on my policy even though all previous policies had him included. At first Mapfree ins told me that my son wasnt covered and I had to add him to my policy. I did that with pleasure and asked them what is going on with my car and when can I get a rental. Their response was that I wasnt approved for rental and I need to wait for the resolution of their investigation. Ok. Fine. It is January 2024 and Im still waiting for the investigation to be over. They have all the paperwork, statement from my son, police report and my dashcam video. I still dont know if anyone looked at my car or anything whats going on but I will have to return my lease in February. So please help me resolve this issue because I still dont have a car. Thank you.

  Business response

  01/15/2024

  Please see the attached response. 

  Thank you, 

  *********************;

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was hit while parked in front of my house on May 28, 2023 by a person driving for ***** After exchanging information, I submitted an insurance claim. The insurance provided by the driver, MAPFRE, contacted me on June 9, 2023 to confirm that an appraiser would come by to appraise the damage. The appraiser concluded that the amount to fix the car would be about $400. I had multiple communications with a Ms. Melissa O*********** ************************************* from MAPFRE trying to obtain my payment. After a couple of months, I was contacted by Melissa O****************** to let me know that they are undergoing a lawsuit with the owner of the car which hit my car and that she would offer me half of the payment but would not pay the full amount. I respectfully rejected this offer because I believe I am owed the full amount prescribed by the appraisal. Since then, there has been no contact from Ms. O******** or MAPFRE.

  Business response

  01/10/2024

  Please see response provided above.

  Business response

  01/23/2024

  I have attached the follow up letter.  We have sent a release to Mr. Teixeira and will issue payment upon receipt of the signed release.  Please let me know if you require any additional information.

• Initial Complaint

  12/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was t-boned by a driver insured by Mapfre one week ago on 12/14/23. Since then I have not received the rental car I am entitled to because I have been at fault. The inconvenience of this entire situation has been terrible, their customer service is horrific, their supervisor Patricia H***** is the rudest most unhelpful woman I have ever spoken to. The fact that my car has already been appraised for damages and my deductible has been waived but I haven't received the rental from this company is absurd. Terrible, terrible, business and I would tell anyone who goes through them to run as fast as you can. My car was undriveable so since 12/14/23 I have been without a vehicle and have been coordinating rides which is an inconvenience I should not even be dealing with.

  Business response

  12/22/2023

  I have attached a PDF with our response.  Please let me know if you require further information.

• Initial Complaint

  12/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I got into an accident on November 30th and have been trying to get my car fixed through insurance. It has been almost a month in 10 days and I still am unsure whether my car will be fixed or a total loss. I keep calling back and forth between the autobody and the insurance company. The insurance company was supposed to send out an appraiser 12 days ago, and Im still being told to wait until the end of the week. They havent event come to a decision on what the outcome of the car is yet they managed to already send a notice for a raise in my insurance. I am currently without a car and I have no idea when the process will begin or finish. The holidays are right around the corner and I believe they should have been doing their due diligence to get this done before people begin to take leave for the holidays. I am sure I will now be expected to wait until after the new year for any real resolution.

  Business response

  12/22/2023

  I have attached a PDF of my response.  Please let me know if you need any further information.

  Customer response

  12/22/2023

   
  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. ↩