ComplaintsforMAPFRE Insurance

• 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,
  
  *********************

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped my vehicle off on 9/29/23 at *********************. The accident was my fault so I only had 30 days for rental. On October 16th, the insurance approved the repair plan. I was told multiple times my car was not ready. On December 6, 2023 the manager at **** ********* admitted that my vehicle is done but he is fighting with the adjuster for MAPFRE Insurance, Jack M. **** ********* states that the supplement was approved and now the adjuster cannot find paperwork and doesn't recall approving so they will not release the car until they are paid. I am paying for a car rental during all of this and it is so unfair.

  Business response

  12/13/2023

  Please find our response in the attached document.  We feel this matter has been resolved.  Thank you.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased homeowners' insurance through *** on 10/20/23. I canceled my long term policy that I had since I purchased my home in 2011 because I was promised a better deal through MAPFRE. The 1 year policy has been paid in full through my escrow account. Today (12/2/23) I received a letter in the mail that MAPFRE is canceling my policy effective 12/20/23 because of moss on the roof of the detached garage/shed and because the "second floor door leading to one story section of dwelling lacks guardrails." They gave no option to remedy either of these issues, nor did they explain why either is an issue that prevents them from insuring the property, and simply said they would be canceling the policy. There are no children residing in this house nor will there ever be as long as I am the homeowner. The door on the second floor would only ever be used as an emergency egress in the event of a fire. This door has never been an issue in the 12+ years I have lived in this home. MAPFRE also provided no information in this letter on how they plan to refund my premium, since the policy is paid in full up until 10/19/24.

  Business response

  12/07/2023

  Please see attached response letter

• Initial Complaint

  12/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On July 7, 2023 My car was hit by another vehicle while parked in a store parking lot. I came outside from the store and seen that it was hit and the person did not leave any contact information. I reached out on July 10th and filed a claim. I informed them that I had spoken to the police department and the location I was in- they had state police surveillance. I was informed to let my insurance know that they can request the video through them. I spoke with Kelly B, whom I filed the information with. She informed me the steps that would occur, first being that I would select the location for my car to be inspected/appraised. She then informed me that she would reach out to obtain the footage and call me back with an update. TWO MONTHS LATER, I HEARD NOTHING FROM HER. I called myself and spoke with another agent who informed me that everything was all set on my end however, SHE WROTE that she was unable to get in touch with ****** **********. TWO MONTHS AGO. I asked the agent why didn't she inform me that and I could have also get involved in the process and obtain it myself. He had no idea and instead said he would reach out to get more information by the end of the day. he called me back and told me that I HAD TO REACH OUT TO THE ****** ********** TO OBTAIN IT MYSELF. Now, you can see where my frustration is. If I had known that, if Kelly had informed me - I would have reached out and done it myself. Now, when I reached out to the police department they informed me that the video footage had been overridden. It gets recycled every 30 DAYS. Thanks to Kelly, there is no footage and now what is next? Do they expect me to pay the deductible? Absolutely not. while I am typing this, I have been on the phone (on hold) for approximately 30 mins and not one agent has picked up the phone. My car needs to be fixed, I submitted every information I had. someone needs to get back in touch with me and I will not pay the deductible. This is not fair to me, at all.

  Customer response

  12/01/2023

  My resolution is that they are able to appraise and have my car fixed in a timely manner. also, I should not be responsible for the deductible because the insurance did not communicate nor take appropriate steps to ensure they obtained proper document. I spoke to a supervisor and they read a message that was sent by an agent that ****** stated its not worth it. A very vague response reported. Supervisor stated she will try to find out what exactly was said or if anything has been done. Nothing was communicated to me within the past 4 months. However when I called the ****** department they were willing to try and get the video but then I was told it was too late because after 30 days it gets recycled. Again, if I was made aware in JULY I wouldve gotten this handled. 

  Customer response

  12/05/2023

  From the original date I filed the claim in July, I did not get any update from the insurance or adjuster till I called in September to check on what was going on.  Even then I had spoken to a representative that told me that he seen nothing was done in my file. He directed me to reach out directly on ****** department website to submit a request for video footage. From July up until november no contact. On December 2, 2023 this Saturday that past an adjuster from insurance called and told me: that the original person on my case no longer worked there. Also, she just tried calling the ********** store where it happened in front of and she was informed that the video gets recycled in 30 days so there wouldnt be any footage. She then informed me that without another person or car , I would have to pay deductible. I informed her that this should not be my responsibility because this fell between the cracks on their end. They never took the initiative to try to get the footage themselves. There was no communication on their end to me about anything in regards to my claim. Also how do you reach out in December requesting a footage from July. I then told her that the footage is supposed to come from state police department in which whom I filed the ****** report with. I informed them that if I was informed since July i wouldve  also took the initiative. I shouldnt pay the deductible for an employee who lacked on their job and no longer worked there. My car needs to be fixed. 

  Customer response

  12/05/2023

  Sorry I realized a typo in my last message, they reached out SUNDAY, December 3rd. Not Saturday. 

  Business response

  12/13/2023

  Please see the attached response.  We believe we have satisfied the complaint and the customer has been notified by us verbally.  Thank you.

  Business response

  12/13/2023

  Hello, attached is the PDF version of our response (the Word document was sent in error) if possible to substitute.  Thank you.

  Customer response

  12/14/2023

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

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On October 28, 2023, the insured of MAPFRE insurance (the Insured) slammed into my car parked in the parking lot located at *************************************************************. The Insured admitted her liability in the presence of witnesses and provided her contact information on the spot. The Insured provided her insurance information to a police officer on October 29, 2023. On October 30, 2023, I filed a third-party claim on the MAPFRE website (claim number **********, reference number *************). The estimate of repair for my vehicle is $1261.10. MAPFRE is denying liability insisting that the Insured did not admit the accident. The Insured texted me stating that both her and her husband spoke with ****** at MAPFRE to rectify it and ****** provided the claim number and mentioned its all set to the insured. Despite the Insureds effort to admit her liability, the MAPFRE adjuster never responded to me and representatives have been constantly denying their liability refusing to pay for my vehicle repair cost.Supporting documents: Police report, Witness statement, Estimate, Texts with the Insured.Thank you,**************************************** and ***************

  Business response

  11/28/2023

  Please see the attached BBB response 

  Thank you, 

  **************************, SCLA
  Supervisor, Auto Physical Damage
  MAPFRE Insurance
  ***************************************** ** 01570
  Phone. *********************** |Fax. ************ l Text Messaging is now available please inquire!
  Email. ***********************************
  
  Follow us on:
  
  
  
  
  At MAPFRE we develop our business in a way that respects the environment, please do not print this email unless absolutely necessary.
  
  The contents of this message along with any attached files, especially any personal data contained therein, are confidential and intended exclusively for the named recipient. If you are not the named recipient and have received the message in error, or if you have become aware of its contents for whatever reason, please let us know by replying to this message and then destroying or deleting it. In any event, you must refrain from using, reproducing, altering, storing or forwarding this message and any attached files to a third party, or you will incur legal liability. 
  
  

  Customer response

  12/04/2023

   
  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. The business emailed me stating that they will accept 100% liability. Thank you so much. 
  
  Sincerely,
  
  ****************************************

• Initial Complaint

  11/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear BBB, Last year I moved to MA and bought a new *****. I paid 1348$ for the auto insurance to MAPFRE for a year. I did not have any auto claims for the whole year, but now I get a bill for 2027$ for the 2024 year. Nothing changed in the policy. It is about a 50% increase in price without any reason. I have cars in PA, and everything is fine with auto insurance prices in PA. I tried to find cheaper auto insurance in MA. And found it only for 1750$ through ********* with the same parameters as for MAPFRE. But it is still about 400$ more expensive than I had last year. I was told by the agent it would not be cheaper than this one. Why insurance company increasing the price at such a huge rate without any reason? Why do insurance companies have a monopoly to increase the rates absurdly? Please help me fight the absurd monopoly of insurance companies in MA..

  Business response

  11/18/2023

  Dear *** **********:
  
  The MAPFRE Insurance Company acknowledges receipt of your Better Business Bureau Complaint dated November 14, 2023.  We trust that the following addresses the concerns raised in your correspondence regarding the pricing of your automobile policy **********.
  
  A review of your policy shows your policy was written by the *** ********* ********* *****y on 11/28/22.  The policy insured a 2023 ***** ***** *, registered in ************* under registration number ******.  The policy was issued with an annual premium of $1,348.00.  The initial premium included a 2% Paperless Discount.  The 2% Paperless Discount was removed from the policy effective 12/26/22 as an online account for you could not be confirmed.  The removal of the Paperless Discount resulted in an updated annual premium of $1,380.00.  The MAPFRE Insurance Company is renewing your policy effective 11/28/23 with an annual premium of $2,027.00.  The $647.00 increase in policy premium is attributed to several factors.
  
  The MAPFRE Insurance Company filed for and received approval from the ************* Division of Insurance for 2 rate filings after the 11/28/22 new business submission of your policy.  The effective dates of the rate changes were January 1, 2023 (6.5% overall increase) and 5/15/23 (6.5% overall increase).  Both rate increases have affected your 2023 renewal premium.
  
  In addition to the overall rate increases, other rating factors were also adjusted on your 2023 renewal, which resulted in further increases to your premium.
  
  The 2022-2023 term of your policy was receiving a 15% Shop Smart Tier Credit.  The Shop Smart Tier is applied per a roll back period outlined by our rating plan and will decrease each renewal accordingly.  The 2023 renewal experienced a decrease in the Shop Smart Tier Credit to 14%.
  
  Lastly, with regard to the premium increase on your policy,  the MAPFRE Insurance Company uses vehicle symbol factors to determine premiums for individual policies.  These symbols reflect the vehicle type and their tendency towards claim frequency and/or severity based on industry experience. In general, a vehicle with a higher rating symbol will have a higher premium than a vehicle with a lower rating symbol.  On the 2022-2023 term of your policy, the symbols used to rate your 2023 ***** ***** * were improperly submitted.  As such, default symbols were used to rate your vehicle.  On the 2023 Renewal, the symbols were adjusted based on a ******** ** ***** ******** retrieve which confirmed the proper rating symbols for your vehicle.  The symbols retrieved from the ******** ** ***** ******** were higher than the default symbols that were previously used in the rating of the 2022-2023 term which resulted in additional premium increase.  Had the proper symbols been applied to the 11/28/22 new business submission, the annual premium would have been $1,971.00.  When the policy was endorsed as of 12/26/22, removing the Paperless Discount as explained above, the annual premium would have been $2,003.00. 
  
  We have confirmed that the 2023 renewal of your policy has been accurately rated in accordance with our latest filed and approved rates.
  
  Your letter to the Better Business Bureau communicates concerns regarding the difference in premiums between different insurance companies.  You indicated you have received a quote from another insurance company that is considerably lower than your 2023 renewal premium with MAPFRE Insurance Company. It is important to note that automobile insurance premiums can vary significantly between insurance companies.  Insurance companies use different rating factors and statistical information based on their own experience and cost of doing business. It is common that prices will vary from carrier to carrier using the same policy characteristics.
  
  It is our hope that this letter clarifies the policy premium history for you.  If you have any further questions regarding this matter, please do not hesitate to contact me at **********************.
  
  Sincerely,
  
  ******** ******
  Personal Lines Underwriter
  MAPFRE Insurance

  Customer response

  11/20/2023

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

  The policy was issued with an annual premium of $1,348.00.  The initial premium included a 2% Paperless Discount. The 2% Paperless Discount was removed from the policy effective 12/26/22 as an online account for you could not be confirmed.  The removal of the Paperless Discount resulted in an updated annual premium of $1,380.00. 
  The MAPFRE Insurance Company filed for and received approval from the ************* Division of Insurance for 2 rate filings after the 11/28/22 new business submission of your policy.  The effective dates of the rate changes were January 1, 2023 (6.5% overall increase).
  - It will be just 89.7$ increase.
  And 5/15/23 (6.5% overall increase) it will be an additional 95.5$ increase. 
  The 2022-2023 term of your policy was receiving a 15% Shop Smart Tier Credit.  The Shop Smart Tier is applied per a roll back period outlined by our rating plan and will decrease each renewal accordingly.  The 2023 renewal experienced a decrease in the Shop Smart Tier Credit to 14%.
  - So, 1% discount decrease it will just 15.65$
  With all the increases added it should be no more than 1580$.
  As I a safe driver I should get a discount or decreased rate not increased.
  Regarding ***** symbols: ***** is the safest car to drive with all cameras, parking assist, and other assistance during driving (too close cars, lines intersecting etc). Insurance company should make a discount for ***** owners because of car safety features, not increase the payment. I even did not mention that we should all take care about pollution and encourage people to buy electric cars, not the opposite.
  Also, I have a question now,why my home insurance increased from 1546$ last year 6/22 to 2195$ in 6/23 without even notifying me about increase and explaining why. Do a house also have some stickers?
  I would like to have my auto and home insurance rates back. And I would like to see how MAPFRE will become bankrupt with all those rates increases.
  Please respond.
  
  Sincerely,
  
  
  Associate Research Professor
   *****************************, PhD
  
  

  Business response

  11/22/2023

  Response attached. 

• Initial Complaint

  10/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Mapfre Insurance advised me by letter, two days ago, that my driver's license number was fraudulently accessed during a hack on their computer systems. Additional personal info may have also been compromised--this last part they are not sure of. The letter bears Mapfre's logo and name atop it. After informing me of the breach, they are offering a 12-month credit monitoring service for free. The letter concluded, if I desired more information, to call a number they provided. I called that number yesterday. That number IS NOT Mapfre's number, but the company that provides the credit protection. Also, the credit monitoring and protection is only for ONE of the THREE credit bureaus. This is not sufficient. Why not all three? I asked the agent for the number for Mapfre Insurance so I could speak directly to them. The number she gave me brought me to the billing department. The agent there gave me a different number...which brought me to an auto-answering system which asked me for my state name. I said, "*************." I was transferred to a ********** agent. I found a couple of Mapfre numbers online, called them. One told me she couldn't find a manager at the moment, but assured me they'd call me later in the day. No calls at all. I called back, was given the same number I began with. Hours wasted just trying to speak to the company. I want Mapfre to call me directly and apologize and explain why not all 3 credit agencies are not included. I also want them to resent that original letter and explain the number they gave on it IS NOT MAPFRE'S number.I am so upset they allowed the theft to happen--but to ignore my calls makes me even angrier. A class action lawsuit ought to be filed against them.

  Customer response

  10/25/2023

  I received a deceptive and inadequate letter of explanation from Mapfre Insurance this week. I attempted multiple times, to contact Mapfre to discuss this letter. After SEVEN TRIES, involving 2+ hours of effort by phone, I was promised a manager would call me (yesterday). No call. 

  In return for their negligence in permitting my personal info to be stolen from their online database, they are offering 12 months of credit monitoring...but only for ONE of the THREE credit bureaus. This is ridiculous! All three must be monitored. Furthermore, Mapfre should have also offered to reimburse the cost of attaining a replacement driver's license from the **** (My driver's license was certified as having been compromised...other personal info is uncertain as to whether it was taken).

  The number they put on the letter for more info...was NOT to Mapfre Insurance, but to the credit monitoring company. 

  Mapfre has dropped the ball on their failure to protect my data and have infuriated me by not allowing me to speak with them directly. 

  Customer response

  10/25/2023

  This is what I seek:

  #1: I want a manager from Mapfre to actually call me instead of getting promises of a call. I want a call from Mapfre Insurance, NOT from their credit monitoring service. 

  #2: I want an apology for allowing my sensitive information from being stolen, and for NOT returning my calls and for making it impossible to even speak with someone at Mapfre. 

  #3: Mapfre Insurance ought to re-issue their letter of "apology" to advice those who have had their driver's license numbers stolen, to consider getting a new number...and Mapfre ought to pay for it.

  #4: On this re-issued letter, I want Mapfre Insurance to put THEIR actual telephone number on that letter (I am NOT asking for the current number to be removed, but for it to be made abundantly clear that number IS NOT Mapfre's. 

  #5: I want Mapfre to offer credit monitoring not just on ONE credit bureau, but on all three. 

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

   

  Business response

  11/15/2023

  On behalf of MAPFRE Insurance, I am writing in response to your October 25, 2023,complaint to the Better Business Bureau requesting additional information about the recent data security incident. 

  MAPFRE Insurance established a dedicated call center, maintained by Experian, to answer questions related to the incident. The call center agents have experience in dealing with this this type of matter and are equipped to answer questions about the incident.
  
  We offered all individuals whose drivers license number was involved a complimentary one-year membership to Experians IdentityWorks. This service includes:
    -  Experian credit report at signup:  Individuals may see the information associated with their credit files. Daily credit reports are available for online members only.
    -  Credit Monitoring: Actively monitors Experian file for indicators of fraud.
    -  Identity Restoration: Identity Restoration agents are immediately available to help address credit and non-credit related fraud.
    -  Up to $1 million in Identity Theft Insurance: Provides coverage for certain costs and unauthorized electronic fund transfers.
  

  Although the benefits provided by IdentityWorks do not include three-bureau credit monitoring, under ************* law, credit monitoring is not required when a drivers license number is involved in an incident. These services are being offered at no cost to all individuals as a measure of added security and protection. We encourage you to enroll if you have not done so already. 

   We regret that the incident took place and would be happy to assist you further or answer any additional questions you may have.  Please do not hesitate to contact me directly at **********************.

  Sincerely,
  *******************
  AVP,Compliance 

  Customer response

  11/16/2023

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

• Initial Complaint

  10/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have mapfre for insurance, I had a single vehicle accident in the state of Ma, my insurance policy was charge a surcharge premium for two years for a total of $6000 for the two years, I appealed the accident and won this Dropping my insurance back to $4200 per year from $7000 the i was receive a refund for my appeal and the insurance co credited my account 3000 and i only owed $400 on my premium for the year. when u add the two numbers together my insurance for the year is still $7000 instead of $4200 the insurance commission said I should be receiving a refund for the past two years

  Business response

  10/15/2023

  Response is attached.

  Customer response

  10/16/2023

  the insurance premium was lowered because I won my appeal witch lowered my insurance premium back down to $4200 that's not a credit i paid  , the credit was issued because I won surcharge case my and I  payed a surcharge of $3000 over two years, it was a surcharge premium paid over two years waiting for my appeal case,  my insurance was lowered and the balance owed for the year was $800 I'm owed $3000 back in surcharge paid and my insurance over two years     

  Customer response

  10/16/2023

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

  Business response

  10/18/2023

  **************, the surcharge for your accident applied to only two policy terms, the 2022 policy term and the 2023 policy term. 
  Your 2023 renewal premium was $7,319. This was for 3 vehicles garaged in **********  The surcharge reversal posted resulting in a premium reduction of $1,545 (your SDIP was adjusted back to a 99 for a clean driving record).  Also, the address was changed to ********* which resulted in a premium reduction of $547. The ***** ***** was deleted from the policy which resulted in a premium reduction of $1,193.

  $7,319 - $1,545 - $547 - $1,193 = $4,034 premium balance remained for the 2023 policy term. 
  

  You made 6 payments for a 12 month policy term from April to August totaling $3,269.98.  

  $4,034 balance minus the $3,269.98 in payments = $764.02.Add the $50 installment feels which resulted in a remaining balance of $814.02.   
  

  The surcharge reversal posted for the 2022 policy term on September 8, 2023. This resulted in a refund amount of $1,417.  This $1,417 was money owed back to you since you had already paid the 2022 policy term in full. However, since there was a remaining balance of $814.02 on the current 2023 term, the system automatically applied the $1,417 to cover that remaining balance.  This left you with a refund amount of $602.98 which was issued to you on 9/18/23. 
  

  According to our Billing Department the $1,417 that was owed to you from the 2022 term (that had been paid in full), could have been refunded to you versus being applied to your current term if it had been requested.  Since we had no specific request for this, the system automatically applied that money to cover your remaining 2023 premium balance.  Due to this, our Billing Department confirmed that as of today, your 2023 policy term is paid in full.  A payment will not be due until the April 2024 renewal (unless a policy change occurs before then which results in a premium increase). 

  I hope this clears up any confusion.  Ive attached your billing history dating back to 2021.  If you have any further questions about this information, please contact our Billing Department at ***********************. Our billing department is staffed Monday - Friday from 7:00 am to 8:00 pm and Saturday 9:00 am to 5:00 pm.  

  Customer response

  10/18/2023

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

  Customer response

  10/19/2023

  why would I have to pay a surcharge then? I paid $3000 in surcharges my policy when down because of the appeal being won... I only owned $800.00 for the remainder of the year and the $3000 was credited to an account that was only owing $800 .... my insurance was supposed to go down not because the insurance co are great people,  I won my appeal. it make sense the the BBB would side with the big insurance co instead of  the little person asking for help. thanks for reaching out this sight is a joke. I hope the same thing happens to you wonderful people     

  Business response

  10/19/2023

  Attached is another letter for ************** which explains the billing cycle in this case.  Hopefully this one will be more helpful.  Thank you.

  Customer response

  10/21/2023

  could someone please call me. ************* 

• Initial Complaint

  10/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Was in *supervised hospital stay* where was unable to reach my car insurance Is that a whole time is usually at least a half hour. So they close Policy. I reopened it with the same company Mapfre And they told me after I made a substantial payment.(10-06_-2023) Then I get a notice, From my bank account, they took the money out of my account, which put me into overdraft and cost me $35.00 ON TOP OF THR 180.00 That I was verbally told I wold  not have to pay.. I had one of the representatives listened to the recording where I was told the five dollar payment, They said sorry we were wrong you have to pay it. ?? For someone that's been with the same company for over 7 years.. To be lied to in that manner us 100% U ACCEPTABLE And because it was recorded. I believe it is a violation of my civil rights "DENIAL OF DUE PROCESS". Nobody deserves to be lied to, Especially when they're on disability, And now i'm gonna have to go without car insurance because it is j********

  Customer response

  10/11/2023

  They HAVE IT ON RECORDED VOICE LINE. THE SUPPORT PERSON TOLD ME THRRE WOULD BE NO PAYMENT IN OCTOBER.  

     the pwrson i spoke to saod aorryvwas A mistake and you must pay. The auto pay took it out of my account. 

   And they are still saying I owe. 

  So getting away with lying to a customer about a payment. When customers are on disability it makes a whole eleven hundred dollars per month, Two hundred dollars is a huge huge problem especially when it develops from a lie.

  Business response

  10/20/2023

  October 13, 2023

  
  Better Business Bureau
  Case Number: ********
  Complainant Name: *************************
  Policy or Claim Number: **********

  
  Dear BBB,

  I am writing in response to the Complaint filed by ************************* concerning policy **********.

  On 9/20/2023, the insured contacted MAPFRE requesting to reinstate their policy. The insured met reinstatement criteria and the policy was reinstated with a payment of $452.84. The representative advised the insured that their next installment would be $2.66 due 10/5/23, when in fact the amount due for October was $180.01. The insured received a notification to the email address on file 9/20/23 stating Just a reminder, your next Pay amount $180.01 will be processed on 10/05/2023. For additional billing and payment details, please create or login to your MAPFRE online account.

  As a courtesy, we have removed $64.00 in fees on this policy. We have also redistributed the returned October payment of $180.01 over the remaining installments for this term. Please see attached AutoPay Deduction Statement.

  We encourage the insured to provide a copy of their bank statement showing our deduction resulted in a $35.00 overdraft fee so that we may issue a refund for reimbursement.

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

  Thank you,
  

  *****************************
  Premium Accounting
  Email: *************************************

• Initial Complaint

  08/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went on to pay my I insurance payment on the due date of 8/13/23 by 9pm. When I went on it says no payment due and wouldnt let me make a payment. I tried calling but they were closed. Now my insurance is canceled, I have to pay fees to get it back up running, I have a laps in my insurance for *** so now my license is suspended and have to pay to get it back. I talked to customer service they stated they cant do anything about the site being down. I did take a screenshots with the time and date on the photo.

  Customer response

  08/15/2023

  These two pics were not attached to the email you sent. These two pics show the day and time I took a screenshot. It is important for these to be attached to show I could not make that payment due to the site being messed up. It shows no payment due on 8/13 at 8am and would not let me make a payment. 

  Business response

  08/24/2023

  August 22, 2023
  
  Better Business Bureau
  Case Number: ********   
  Complainant Name: *********************
  Policy or Claim Number: *************
  
  Dear BBB,
  
  I am writing in response to the Complaint filed by ********************* concerning policy *************.
  
  The policy term referenced was in effect from 3/28/23 through 9/28/23 with an annual premium of $1,298.88.
  
  On 7/30/23, the policy entered a Pending Cancellation status for the fourth occurrence since 4/3/23.The notice generated and mailed to the address on file advising $232.33 due by 8/14/23 for the policy to remain active. The insured references the policy showing as having no payment due on our online portal when they attempted to make a payment the night of 8/13/23.
  
  We have reviewed the photos attached to the complaint, and while they do contain times, we are unable to validate as they do not contain the dates they were taken. We do not have any records of our online portal being down, nor have we received any additional complaints indicating such.
  
  This policy cancelled effected 8/14/23 for Non-Payment of Premium with a Final Bill of $145.67 issuing for funds due for time the policy was in effect.  We received a payment of $146.00 on 8/15/23 satisfying the Final Bill amount. The insured made the remaining payment of $121.66 and the policy was reinstated with a lapse effective 8/17/23. This policy is currently active and in good standing.
  
  If you have any questions or need further information, please contact me at *************************************.
  Thank you,
  
  *****************************
  
  *****************************
  Premium Accounting
  Email: *************************************

*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. ↩