ComplaintsforAmica Mutual Insurance Company

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am extremely disappointed by my insurance claim experience with Amica Insurance. I recently filed a claim due to water damage. One third of my bathroom shower had to be removed due to the damage. Amica acted in bad faith by expecting me to go out and find matching tiles for my bathroom shower, which is not possible. Now my home will most likely be devalued since Amica is not willing to replace all my shower tiles.

  

  Business response

  05/29/2024

  Thank you for bringing this matter to our attention. We have been in discussion with the insured and have resolved this matter directly with him. He reports that he is pleased with this resolution. We find that we have acted responsibly throughout the process of this claim and consider this matter closed.

  Customer response

  05/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  05/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In June 2023, my fiancee and I were shopping for a car. We picked out a 2023 Rav4 from our local ****** dealer. We started the purchase process including getting a binder from Amica (charged to my card). Due to a title issue with her trade in, the purchase was cancelled. The binder was sent back to Amica (proven with emails shown to us later by the dealer) at that time for cancellation. Amica continued to charge my account monthly neither I noru fiancee remember authorizing this payment was a one time gift from me to her. Looking through my bank statements in October, I realized Amica was charging my account monthly. We called and stopped this and asked for a refund. They advised a check would be coming her way. It never showed. We call again a few months later and ask for it again. Again they say a check will be issued. It never showed. This repeated a few more times with a check never arriving. These purchases were never authorized. This process has caused undue stress in our lives and our relationship. I would like these payments refunded to the original payment method. All in all we have likely spent ***** hours writing emails, waiting on hold, talking with customer service, writing this complaint etc. we expect to be refunded and compensated fairly for their errors, failures and our time and stress. I will need to be contacted as it is not my name.on the Amica account, but it is my name on the account that was erroneously charged.

  

  Business response

  05/16/2024

  We are writing in reference to the complaint you filed with the Better Business Bureau.
  
  As you noted, the vehicle was never purchased, thus the insurance policy was not needed and all the premium collected was returned.When premium is refunded for a policy contract, it is refunded to the named insured(s).  We confirmed the return premium was sent via check to the named insured of the policy being set up and the check has been cashed. We suggest contacting that person to coordinate.
  
  Please feel free to contact us if you have any other questions.

  Customer response

  05/16/2024

  Despite advising Amica numerous times that MY card was being charged without my permission.  Amica refunded my funds to someone else.  Now they are advising that I chase down my now ex- fiance. No one in their customer service department seemed to even want to talk with me about it until I filed a complaint with the BBB. Imagine getting charged for a service you didn't receive and having a company refuse to speak with you about it or refund your money. My entire experience has been an absolute unacceptable waste of time, energy, and sanity.  On top of that after 11 months of holding my funds they didn't even offer to cover their interest gained!  If the situation was reversed, I am sure there would be late fees, cancelation fees, reinstatement fees, and whatever else they could hit me with.  They did not refund my original method of payment although they knew the account holder was not the one being charged.  This is not what I would consider a Better Business in any sense of the word.

  

  Business response

  05/21/2024

  We are writing in reference to the rebuttal you filed with the Better Business Bureau.
  
  In addition to our recent attempts to contact you via phone, we did speak to you on December 12, 2023 in connection with this matter,explaining that we had issued a return premium check to the policyholder. We can understand your frustration with this situation, but after allowing the use of your card to make payments toward your ex-fiancs policy, we are not authorized to return that premium to anyone other than our policyholder.
  
  Please feel free to contact us if you have any other questions.

  Customer response

  05/21/2024

  I understand your policy.  The simple fact was these charges were not authorized by anyone, with the exception of the initial charge.

  Therefore any charges made afterwards were not authorized as the policy was cancelled.  As conveyed to Amica on the same day the initial charge was made.

  All charges made afterwards were not authorized by anyone for any reason whatsoever and should be returned to the original form of payment.

   

   

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The impact of Amica's actions on my personal and professional life has been catastrophic. Despite being a loyal client for many years, I never imagined that my first claim with them would turn into a nightmare. From the beginning, Amica appeared to have my back, approving my claim and arranging for repairs at a body shop of their choice, all in accordance with my policy that included a rental car provision. However, just before I was scheduled to pick up my car, Amica reneged on their initial approval and presented me with an unexpected $8,000 bill instead of the agreed-upon $500 deductible.As a 5th-grade teacher at a Title IX school, where I work with underprivileged youth, I already struggle to make ends meet on my salary. The loss of my primary mode of transportation due to Amica's actions now threatens my job security. Despite acknowledging that the repair estimate was high, Amica approved it, leaving me in a precarious financial situation. Countless hours spent on the phone with unhelpful representatives have only added to my frustration, highlighting the company's lack of concern for its clients.I have invested all I have in the car currently held at the repair shop. If Amica refuses to cover the cost of repairs, I stand to lose not only the vehicle but also the bulk of my savings. The emotional toll of this ordeal has permeated every aspect of my life, and without a resolution, I may have no choice but to escalate the matter to the Better Business Bureau and Texas' state insurance regulator. The cost of legal representation would be less than the out-of-pocket amount demanded by the shop, underscoring the dire situation Amica has placed me in.Amica's actions have endangered my livelihood, strained my relationships, and impacted my physical and mental well-being. Unless a resolution is reached, the consequences will be severe and far-reaching.

  

  Business response

  05/07/2024

  Thank you for bringing this matter to our attention.We apologize for any inconvenience or frustration our handling of the file may have caused. Rest assured, we are actively addressing the issues raised and are committed to ensuring a satisfactory resolution. We will continue to communicate with the policyholder to ensure proper handling of the file moving forward. Should you have any specific questions or concerns, please do not hesitate to contact us. Thank you for your understanding.

• Initial Complaint

  04/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid $683 to amica insurance and it stated I was up to date and next payment will be in May 20 2024, I go to the website and it states I have a past balance due. I have proof of the payment and it is difficult to get someone. They did this to me another time and told my ins would lap when I made a payment. You go to website always a different amount.

  

  Business response

  05/02/2024

  We are writing in reference to the complaint you filed with the Better Business Bureau.
  
  Thank you for taking the time to discuss your account with us. We are pleased that after reviewing your account over the phone, we agreed that payments you made were distributed appropriately and the balance owed is accurately reflected on your account.
  
  Please feel free to contact us if you have any other questions.
  

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 2, 2024 I was involved in a car accident with a individual name ***************************** He hit my truck while it was parked knocking it forward Which caused my transmission to jump in gear his insurance company which is Amica insurance accept fault I took my vehicle to a transmission shop where they specialize in transmissions and they informed me the accident has caused my transmission damages internal damages Which I informed Amica insurance I sent them over the estimate and a idolize estimate they kept delaying the process then they finally sent out a appraisal and since he could not see any physical damage they refusing to pay to have my vehicle fixed which is insane because clearly the transmission shop pacifically said the damages are Internal so you cant see it from the outside. I spoke with ************************ Amica Insurance agent today and they are refusing to fix my vehicle because they do not see physical damage but at the same time they are not specialist when damages are internal like the certified transmission shops said So I am reaching out to you guys hopefully we can resolve this before I have to pursue a lawsuit against Amica insurance For unfair business practices negligence and bad faith.

  

  Business response

  04/26/2024

  Thank you for bringing this complaint to our attention.We have thoroughly investigated this matter and while we have accepted liability for the complainants loss, we have determined that the damage to their transmission is not related to the accident which they were involved in with our insured. The accident involved a very minor impact and no resulting body damage was sustained to either vehicle involved. Based on the severity and location of the impact to the complainants vehicle, we are unable to relate the transmission damage being claimed to the accident. We have contacted the complainant and reiterated the reasons for our denial of the transmission damage. 

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Amica insurance is bullying me with a lowball offer for my car that one of there customers totaled. My attorney looked my car up and it is worth $19,000 but amica is only offering me $16,300 for it. My attorney also said that I could *** them and get the $19,000 but it could take 8 months to 2 years. I cant wait that long because I have to have a car for work. It is not fair for me to lose almost $3,000 for no fault of my own.

  

  Business response

  04/26/2024

  Thank you for your feedback.  We understand that having an accident is a frustrating event.  It is our understanding that you have accepted our offer to settle your property damage claim. Please recall our valuation accounted for your vehicles condition, trim, options, and mileage. Feel free to contact us if further questions remain.

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had auto and home insurance with Amica Mutual Insurance of **********, **, since 2009. I recently learned thru a competitive insurance broker that my CLUE reports from ***** Nexis contain errors that negatively affect my ability to obtain an AUTO insurance quote and rates. Amica reports the information to CLUE/***** Nexis and they have to contact them to make corrections. I have called Amica daily and they transfered me around to multiple people who don't return my calls, claimed that they couldn't send a correction letter since my name in their computer has a system error, claimed that they don't know what CLUE report is, etc. They refuse let me talk to a manager and today they sent a letter listing losses with no CLUE corrections. CLUE lists me as "at fault" for AUTO accidents and I was not at fault for any accidents and they have also listed the claim type as wrong. By submitting false information to ***** Nexis, it makes me appear a much higher risk to other insurance companies I obtain quotes from and they quote higher rates so Amica retained my business.

  

  Business response

  04/16/2024

  We are writing in reference to the complaint you filed with the Better Business Bureau.
  
  Thank you for speaking with us on April 10, 2024.  As requested, we will be sending a letter outlining your losses and indicating whether or not they were at-fault.  In addition, we are reviewing the information that was submitted to CLUE and will be in contact regarding what corrections may be needed.
  
  We appreciate your patience. 

• Initial Complaint

  04/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  i have had amica insurance for 30 years and have never had an issue until recently. my car was totaled in a hit and run and i have called btacted amica multiple times regarding claim and extension of my car rental and i still have not heard back . im now getting charged from the car rental which is a financial hardship for me.

  

  Business response

  04/11/2024

  Thank you for bringing this matter to our attention and we apologize for the inconvenience this has caused. Amica reached out and left a message on April 5th to offer a consideration in regard to this matter. Please let us know if we can offer any further assistance.

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 10th, 2024 we were rear ended by another motorist while at a stop, waiting to turn right. T a police report was filed where the other driver admitted to being at fault. It has now been well over 8 months and we have not been made whole yet. This was a simple rear end collision with no major injuries or complications. All information has been provided to Amica in a timely manner. We have contacted them multiple times only to get the run around. On our most recent call, we were told that the other driver was uninsured and that Amica was taking him to court. We were also told that if Amica is unable to recover the remainder of the money a lien will be placed on the other driver and we will have to wait indefinitely until the other driver decides to sell whatever property has the lien. I tried to explain we have uninsured motorists coverage but we continue to be ignored. We simple want our deductible reimbursed now that the driver has been found to be at fault.

  

  Business response

  03/21/2024

  We have reviewed the claim file associated with this BBB complaint and sincerely apologize for the delay in transferring the Collision loss to Uninsured Motorists coverage. The Collision deductible has been reimbursed at this time and we have issued a separate payment for the out-of-pocket rental expenses under the Uninsured Motorist Property Damage coverage.  We continue to pursue the responsible party for this loss with hopes of recovering the amount paid for damages. Since the responsible party appears to be uninsured, there is no guarantee that we will recover. Thank you for bringing your concern to our attention.

  Customer response

  03/21/2024

  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  03/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was involved in an auto accident with an individual who is a policyholder through amica. Amica accepted fault, admitting liability for their policyholder running a stop sign and totalling my vehicle. Throughout our conversations, amica kept demanding additional paperwork, acting in bad faith by offering insulting and disrespectful offer, and attempting to prolong settlement. Once I jumped through all their hoops, providing all documentation requested and waiting several weeks I get a notice that they rescinded their policy holders coverage and no financial compensation will be provided for lost wages, hospital bills, injuries or pain and suffering. The policyholder had active coverage at the time of the incident through amica, amica admitted to such. They also settled for the property damages, my totalled vehicle, which was additional admission to liability. Throughout our email correspondence, amica dodged nearly every question I had asked and often times, didn't respond emails.

  

  Business response

  03/18/2024

  Please accept this in response to this customers complaint. After completing a thorough investigation, Amica has rescinded the insurance policy in question.Accordingly, we are unable to extend coverage for the complainants damages.Thank you.

  Customer response

  03/18/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

  Amica has offered no answer to reach resolution and doesn't address my complaints. The business continues to be very cryptic and secretive about the situation. What I  can say is their policyholder had an active insurance policy  and was in good standing with Amica. He also had coverage for that specific incident in excess of damages inflicted, they even admitted that their policyholder was in fact covered for the accident by amica and admitted fault. After they received documentation of my injuries and severity, they recinded coverage. Suddenly,  when they realized that the ************************************************************* bad faith, that I am owed at least 40x that they are no longer willing to cover their policyholder. I have email correspondence as well as pictures of my 2 black eyes and swollen nose from airbag deployment and other bruising to substantiate my claim. Injuries inflicted were serious enough for a medical professional to deem it appropriate and necessary to order ct scans and xrays. Am I allowed to upload such files? I feel like a victim in all this and it is really discouraging that a business that is paid to compensate victims of their policyholders can just at any point can say "we no longer have to pay you nor do we want to" really brings into question their obligation to their policyholders and their victims. After all, I thought the insurance company role was to insure their policyholder,  not just capitaloze off the deal. It really makes on feel hopeless and insignificant

   

  

  Business response

  03/21/2024

  Amica determined the policy was obtained fraudulently and by a misrepresentation of facts. Based on our findings, Amica determined that no policy would have been originally issued if the information uncovered had been made available to us at the time of the policys inception.  This new information is material and directly affects the indemnification obligation under the policy, therefore leading to the decision to rescind the policy. We recommend contacting ************* insurance carrier as there may be uninsured motorist coverage available on your policy which may apply.

  Customer response

  03/29/2024

  Amica didn't notify policy holder at least 10 days prior to recinding policy as required by law. Also, Amica admitted fault for the accident, accepted liability, and agreed to financial reimbursement, which is legally binding.  There was no clause to alleviate amica from fault, no " we are responsible unless..." if I agreed to such I would be legally bound to the contract so i feel Amica is subject to the same laws that govern our country. they admitted policy coverage for the policy holder. Amica continues to act in bad faith by fabricating fraud when it came down to reimbursement.

*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. ↩