ComplaintsforMerchants Insurance Group

• Initial Complaint

  07/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unsatisfactory Settlement/Offer Details Of Complaint: Insurer habitually delays answering claim in regard to pertinent communications (including supervisors, department executives, company executives), insurer habitually deflects or refuses to answer inquiries regarding formula used, insurer has not followed proper guidelines to resolve claim ie: using more than one commissioner approved resource, insurer devaluing loss vehicle value beyond what a fair and reasonable individual would expect to receive for total loss, insurer refuses to appoint new adjuster after clear and concise grievances with current adjuster are brought to the attention of multiple departments in multiple districts, insurer does not follow own company policies, insurer does not use substantially similar vehicles to use in comparison, insurer paints insured in negative light within company thus limiting the insured to be treated fairly, insurer does not communicate within guidelines set forth in adminastrative code for every 30 days nor does insurer clearly explain the issues in letter, no letter so far at 65 days later after claim opened, insurer does not make information available to insured in online claim file (even contact to insured still says Pending which is obviously incorrect). Notable reasons for complaint from section above that apply; Agent Handling Claim Delay Claim denial of certain coverages Delays/No Response Information Requested, not received, deflected, not acknowledged. Misrepresentation of policy coverages UNSATISFACTORY SETTLEMENT/OFFER (NOT ACCEPTED, but currently under duress by insurer now that I have made 2 additional payments towards total loss vehicle, a 2nd quarterly payment towards policy premium, multiple thousands in expenses to operate business normally.)

  Business response

  08/04/2023

  Thank you for your letter dated 8/2/23 regarding the above captioned complaint. This complaint involves a dispute between the customer and our Claim Representative regarding the value of his 2018 vehicle after it was deemed a total loss in a one vehicle accident on 4/24/23. I have recently responded to three different insurance regulators about this claim. This is a New Jersey claim that is currently being handled by a New Jersey Claim Representative in my office who has been nothing but professional and fair in her efforts with this customer to come to an amicable settlement. Our representative has made several offers to resolve this matter but after each offer the customer keeps going up in his demand, rather than coming down. At this point we believe we have been extremely fair with our last offer to the point that our offer actually exceeds what the customer paid for this vehicle back in December of 2022. We stand by our last offer to this customer and we are currently awaiting acceptance so we can pay thisclaim. If you have any questions please do not hesitate to contact me. I may be reached a* ************ ****  ***** Sincerely, William F. W**** Regional Claims Manager Midlantic Regional Office 

  Customer response

  08/04/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  When considering what the regulatory administrative code the business must abide by when operating in their capacity, what I paid for the vehicle has no bearing upon what the vehicle is worth. According to the official administrative code in accordance with New Jersey, the offer made to me must be one that reflects my position in a retail capacity and the business has now just provided full admittance of violating DOBI regulations.  Additionally, respondent for the business is the supervisor of the Claims Handler and this is the FIRST and ONLY communication he has presented himself on regarding my claim after my repeated attempts to contact him directly. I refute that the agent has handled herself in a professional manner as it is clear and concise she has taken direction from her supervisor to offer me less than what I am entitled to LEGALLY.  Regards,  **** *********

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It is an accident claim that has not been settled fully by merchant Insurance group. The claim # is ************ The assessing agent is Jeremie c***. The accident happened on 11/2/2022. my vehicle was totaled. merchant accepted liability on 11/18/2022. they paid an amount less an amount of $335 for salvage. to date merchant has failed to pay the tow truck Company so they can release the salvaged vehicle. It is passed a reasonable time for this case to be closed. i have exhausted every effort to have them pay the tow garage. the Salvage is with ***** **** ***** **** * *************

  Business response

  02/13/2023

  This loss was reported to Merchants on 11/8/22. After investigation, we accepted liability for the loss. The complainant’s vehicle was inspected and determined to be a total loss. It is a 2001 **** ******** in poor condition. The original market value was determined to be $599.01. The complainant advised that he had recently had a new engine installed but had no receipts to support that claim. In an effort to resolve the claim we increased the condition assessment to good which resulted in a market value of $1,286.69. The complainant was retaining the salvage so  the salvage value was deducted in the amount of $335. We reimbursed his rental costs. The shop that towed and was storing his vehicle was charging excessive storage ($100 per day) and uncovered administrative charges. Merchants attempted to negotiate the charges but the shop refused. We advised what we were willing to pay, a total of $1,760, which was more than reasonable. We advised Mr. ********** that as owner of the vehicle he was responsible to negotiate and or pay the charges and he could submit the paid invoice to us for reimbursement consideration. He has never submitted a reimbursement request. He has the responsibility to mitigate the loss and we have agreed to reimburse him $1,760 upon receipt of a paid invoice for at least that amount.

  Customer response

  02/23/2023

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I have just become aware of this mail from you. I had been waiting for your response but did not check my mail until now.  I read the statement by Merchant Group and I disagree that I should be brought into a price dispute between the two garage and Merchant. That is their job. The salvage should not be a pawn between them and I am not Merchant is totally liable for whatever the cost of the accident on behalf of their client. I remain unsatisfied with the transaction. Merchant is asking me to negotiate on their behalf. I do not work for Merchant Group.  Regards,  ******* **********

  Business response

  02/23/2023

  The file supervisor called the complainant and spoke to him for over 40 minutes trying to explain the process and reasons why he, as the owner of the vehicle, is responsible for the charges incurred to have his vehicle towed and stored and that he has a duty to mitigate his loss. Merchants has accepted liability for the loss but are only responsible to reimburse reasonable costs that our insured may be legally liable for. We have offered to reimburse reasonable costs once proof of payment has been submitted. He indicated that he would retain an attorney. If and when he does, we will deal with his representative to attempt to amicably resolve the matter since we have been unable to convince him of our legal obligations.    

• Initial Complaint

  11/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My car windshield was damaged by a landscaping company and this is the company they provided to the police for their insurance. This incident was reported by the landscapers to this insurance company on 10/6/2022 and it took two weeks to get someone to return my calls about the details or status of the claim. After going through all the motions with this company, they have refused to correspond with me in regards to my settlement that they claimed was being processed at the beginning of November. It’s now 11/30 almost 2 full months since the date of loss and still nothing. Nobody answers the phones there, the claim agents do not return calls or respond to emails and there is no way to escalate beyond the office or direct claim agent so the BBB is my only hope. The fault was already admitted and the settlement was supposed to be sent. I’ve been driving around in a car with a fully cracked windshield because this matter has not been attended to, it’s literally a danger to myself and my family and I don’t believe it’s being handled or even taken seriously. Please help.

  Business response

  12/12/2022

  Please allow this letter to serve as a response to your recent inquiry regarding the above captioned complaint. The complainant did not provide any information regarding our alleged insured, a claim number or even a date of loss. A police report was referred to in the complaint but not provided. We were eventually able to locate the claim as listed above. This claim was originally repported to Merchants on 10/5/22. The insured indicated that a weed whacker kicked up a stone that damaged the claimant’s windshield. The insured originally tried to handle it himself out of pocket but the estimate was much higher than he anticipated so he reported it to Merchants. The claimant was called on 10/10/22 and a message was left. A second call was made to the claimant on 10/20/22. That call was returned later that day and the claimant advised that she would send in an estimate. An estimate in the amount of $2,797.16 was received and a release sent for that amount on 10/20/22. The release was not returned until 11/14/22 and payment was made that day. The claimant called on 11/30/22 indicating that the check had not been received. A stop payment was issued on the first check and a new one issued that same day. The loss was reported late to Merchants and then the claimant did not return our calls timely. When contact was made and a release was sent it took her over 3 weeks to return it. Payment was made immediately that same day. The first check was not received so a new one was issued. Our file is closed as payment has been made. Sincerely, Jonathan E. P****** CPCU, SCLA, AIM Claim Manager Merchants Insurance Group ###-###-####

• Initial Complaint

  06/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was involved in a motor vehicle accident with a client of yours... I have been in contact with the claims adjuster but he just doesn't get back to me and its now moving towards 2 years.

  Business response

  07/13/2022

  Better Business Bureau, Inc. (Upstate, NY)
  100 Bryant Woods
  South Amherst, NY 14228
  
  
  Re:       Better Business Bureau ID#   ********
              Complainant:                           ****** *****
              Our Claim No.:                       ***********
              Our Insured:                            International Concrete Corp.
              Date of Loss:                          11/5/20
  
  
  Please allow this to serve as a response to your recent inquiry regarding the above referenced complaint, ID# ********, which involves a Commercial Insurance Policy written by Merchants Preferred Insurance Company (NAIC# *****) and issued to International Concrete Corp. (the insured). 
  
  This is an alleged motor vehicle bodily injury claim stemming from an intersection accident in which our insured vehicle failed to stop and collided with the complainant vehicle.  This claim was initially reported to us on November 6, 2020 directly by the complainant. 
  
  Upon receiving notice of the claim, Merchants immediately commenced an investigation and contact was made with the complainant who advised he was represented by an attorney.  At that time complainant was advised to have his attorney provide us with a letter or representation.
  
  On December 2, 2020, the adjuster left a message with complainant requesting attorney information.  On December 8, 2020, the adjuster obtained complainant’s attorney information and left message with attorney to discuss claim.  On December 10, 2020, the complainant’s attorney advised there was a conflict and he would be referring this matter to another firm.  Attorney advised adjuster to expect a letter of representation from the new attorney shortly.  
  
  On March 15, 2021, the adjuster spoke with complainant who advised he was still represented by the initial attorney who had a conflict.  Adjuster then followed up with the attorney and left message seeking new attorney information. 
  On April 26, 2021, the adjuster was informed that the complaint was no longer represented by an attorney.  On May 26, 2021, the complainant informed adjuster he had retained a new attorney and would be providing us the attorney’s contact information.  On July 26, 2021, the adjuster has not yet received the complainant’s attorney information.
  
  On March 19, 2022, the adjuster sent a closing correspondence to complainant due to lack of activity on file.  On March 29, 2022, the complainant advised adjuster there is attorney representation and will have the attorney contact our office.
  On May 19, 2022, the adjuster spoke with the complainant who advised there is no attorney representation involved in this matter.  At that time the adjuster emailed complainant a HIPPA authorization and bodily injury questionnaire form.
  
  On June 28, 2022, the adjuster requested complainant’s medical records from the no-fault carrier.  On July 7, 2022, the adjuster received complaint’s medical records for review.  On July 11, 2022, the adjuster discussed claim with complainant and an offer was made to resolve the claim.   Based on the above we disagree with the assertion that our employee has been unresponsive to the complainant. 
  
  
  Steve B******
  Merchants Insurance Group
  Claim Supervisor
  250 Main St.
  Buffalo, NY 14202
  ###-###-####
  ###-###-#### fax
  ***************************
  
  
  

• Initial Complaint

  12/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i requested a refund for a cancellation of an insurance policy on 11/19/21. I was told the check would be sent in the mail the next day, i never received the checks weeks later and I called in requesting the refund to be made via the same payment i made via bank account and i was told they couldn't do that because they do not keep the records on hand. I responded i could give them the banking information and they proceeded to hang up on me. I called multiple times after and kept getting hung up on. Policy number is **********.

  Business response

  12/09/2021

  The insured's policy was cancelled Insured's request on October 28, 2021.  We issued a return premium check that was mailed on November 11, 2021.  The insured called on November 19, 2021 and stated they never received the check.  The insured called December 8, 2021 to have the check mailed to different address than what was on the policy.  When we put the insured's phone call on hold to discuss with the accounting department, the insured would hang up and call back and get a different analyst and the new analyst would have to put the insured on hold to contact accounting and they would hang up and call back.  We did not hang up on the insured, we put them on hold to make the arrangements to have a new check sent out to the new address provided by the insured.  A new check will be mailed today.

• Initial Complaint

  10/04/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My unexpectedly went on fire while being driven to work on September 1, 2021. It has been a month since the incident and Merchant's, my car insurance carrier, has not yet notified the company I have the car leased from, Toyota Financial. I have been given the runround on the investigation and just need this resolved in a timely manner so that I can move forward. I understand the investigation will take time, but Merchant's should have informed the leasing company by now so that I can resolve the ongoing payments they expect me to make on a car I no longer have.

  Business response

  10/13/2021

  Merchant’s first notice of this loss was on 09/01/2021 when reported by phone by the insured’s agent. It was reported that the insured vehicle caught fire and was a total loss. After contacting the named insured and the driver we learned that while the insured vehicle was being operated by the named insured’s boyfriend he claimed he was struck by an unknown vehicle resulting in the airbag being deployed. The driver stated he pulled to the side of the road and the vehicle suddenly caught fire. An appraisal of the vehicle was conducted which revealed a severe front end collision had occurred before the fire erupted. The vehicle was deemed to be a total loss. The claim was referred to the Special Investigation Unit since the loss report did not match the physical evidence. An expert was assigned to determine the cause and origin of the fire. On 9/3/21 a delay letter was sent to the insured  advising that the vehicle was a total loss and that the investigation was ongoing. The shop that the vehicle was towed to refused to release the vehicle for pick up until 9/15/2021. The insured was advised of the problems with the pick up of the vehicle on 9/8 and again on 9/15. The cause and origin expert has inspected the vehicle and we are awaiting their report. On 10/6/21 they did advise that the fire appeared to be accidental in nature and a result of the head on collision. On 10/7/21 we received the police report that stated the driver of the insured vehicle swerved to avoid another vehicle and crashed into the wall of the on ramp. There was no report of contact with another vehicle. Although our investigation is continuing into the false statements made by the driver regarding the facts of loss, we have contacted the loss payee, Toyota Financial, and are awaiting their letter of guarantee to settle their financial interest in the vehicle.
  
  Merchants feels that this complaint is unjustified. Merchants has been conducting an investigation and has confirmed false statements made by the driver. Merchants also had to confirm that the fire loss was not intentionally set because of the false statements regarding the cause of loss. As soon as we confirmed the cause of the fire, we proceeded with the settlement with the loss payee. A delay letter was timely sent and we kept the named insured informed of the status.

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