ComplaintsforAmica Mutual Insurance Company

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mutual of omaha insurance company about life insurance we got after moving in to our New Home we was contacted by ******************Tugberk for life insurance talk us into letting him in to our new home to sell us home owners and life insurance he came over and just lie to us with no shame what so ever and it is so sad that Mutual of Omaha insurance agent has to lie about insurance they have to sale to make a living he was suposed to be selling us $170,000 dollars worth of Life Insurance and if we was to be killed by Accident the life insurance policy would pay double and would pay out $340,ooo dollars all he did was just Lie to us just to get the sale well he got the sale he sweet talk us that day on oct-25,2019 $190.00 that day for Life Insurance *** paying on this insurance policy for over 5-years $80.07 every month thinking we had life insurance and I am now 66-years old and my wife is 68-years old and i know all about Auto Accidental Death Insurance all this is junk insurance not worth the paper is riten on worth nothing they have taken over $5,ooo dollars from us and now 5-years later trying to buy life insurance is h*** price is out the roof its out there because they sent out a low life sales person trying to make a living off what Mutual of Omaha paying him so he gos out and miss lead people and about three days ago I got this letter in the mail sad that the Auto Accidental Death Policy had increases and also ************** S Tugbert said he would get back with us ni about 3- months when he get license to sale home owners ********************** give us a better deal we never seen him again and what I don't like is that he call us and talked him self into our new home and lie to us and didn't blink a eye and you tell this company about it they don't care not one bit just hey we got you so it's on you so what I want is every ***** they toke from me and my wife we need it back and that's over $5,000 dollars and left us with out life insurance if you need any thing else let me kno

  

  Business response

  07/26/2024

  Hello BBB - 

  This review is not about us, but is about Mutual of Omaha Insurance company. Thank you!

• Initial Complaint

  07/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had my homeowners and auto insurance policy with Amica since 2010, and never have we ever been late on a payment. On June 18 2024 we added a policy for our new camper with I believe her name was *************************. When she added the policy, her incorrect data input changed the address on all our policies. I was told by multiple agents the system will change when adding another address if not input correctly, and ****************** will need to correct it. several days passed, and she finally called me, blamed the problem on the computer system and stated she did nothing wrong. No accountabilty, no opology. This simple mistake by an agent changed the address, and changed the rates on ALL my policies to higher premiums. From my understanding, the address issue has been corrected, but your system is still showing I owe money on our auto policy because of the rates being wrongly changed. I have spoken to a dozen agents, I have requested multiple times to speak to a manager since I have been unable to get the billing issue fixed on the agent level. A manager has never taken my call, or called me to address the problem. My policy shows a canceling date of Monday, July 15 due to money owed. we paid the EXACT amount we were told to pay by an agent on our auto policy and we do not owe Amica anything. This has been a mind boggling experience that multiple agents acknowledge this is an Amica issue, but it has been nearly a month and no one has fixed the problem. The Amica of today certainly is not the Amica of yesterday. I have had soooo many emails, phone calls, and late notices mailed to us incorrectly. We had been pleased with Amica over the years until now. What needs to happen is the past due amounts showing needs to be removed ASAP. Credits need to be applied for our premiums to help cover the increases on our policies for future use. We do not want to call our state representative and fire Amica, but I am beyond frustrated that a simple mistake isnt fixed by now.

  

  Business response

  07/18/2024

  We are writing about the complaint you filed with the Better Business Bureau.
  
  Thank you for speaking with us on July 16, 2024.  As requested, we will be reallocating the funds you submitted to pay your Automobile policy in full.  In addition, we have confirmed that your address has been corrected on all your policies. 
  
  We appreciate your patience. 

  Customer response

  07/18/2024

  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,

  ******

   

   

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have beenba long time customer o ********************. They are my home owners insurance and until recently my auto insurance. On may 21 they cancelled my insurance with no proper notification. We received a letter in mail saying we owed 33 dollars. I was making 40 dollar payments every other week. That week they recieved 40 dollars. I got a an overpayment check for 16 dollars in June. We called them when I say in July my insurance was cancelled. We got no notice of cancelation. We spoke with them to ask them to reinstate and they said they would rework the policy. This is on a Saturday. This Tuesday we had to call them to see the status. They said the could not write a policy due to a lapse in coverage. The lapse caused by their lack of communication. Now anywhere I try to get car insurance has essentially tripled on me at no fault of my own.

  

  Business response

  07/18/2024

  We are writing in reference to the complaint you filed with the Better Business Bureau.

  
  Thank you for taking the time to share your concerns.  After review of your account, we confirmed that when your Automobile policy cancelled for non-payment, there was an outstanding balance.When this balance was paid, there was an overpayment which was promptly returned to you.

  
  In addition to mailing and emailing notifications about the past due balance and the pending nonpayment cancellation, we also placed a courtesy call to you regarding the cancellation.Your subsequent request for a new policy was declined.

  
  Please feel free to contact us if you have any other questions.

• Initial Complaint

  06/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello Better Business Bureau I have had Amica Insurance for the past 7 years and they have serviced me well However when I purchase my new home I was trying to cover the home and I was given a quote that was close to $3,000 So I am declined and I asked them to close the policy and they sent me an email letting me know the policy was closed I called them back to try to obtain new coverage and they told me I had an active policy with an end date of September ********************************************************************************************** ************ ************ They send me a refund of the difference on the old policy and property in ********************** which I had sold I started a new plan however it was stalled in the inspection process and I spent weeks and weeks trying to upload pictures on a process of inspection through it and app and I was given the runaround and so I called them today and I was told that back and June 10 ************************************************************************************** the runaround through this inspection process and I asked to send a complaint to supervisor about 3 days ago when I couldn't get anywhere with that inspection group Today I was told the policy was denied because there were three claims on my old policy however when I was transferred to the claims area they told me I had several claims and multiple claims and I asked them to count them and they said there are only three I asked can you say that you made a mistake if you're saying multiple and they said I will not say that but you only have three claims I asked them to review the claims with me and two of them I never placed one was for a wind damage in 2018 I never placed that one because my house had no wind damage in 2018 and nor did I place a claim in 2021 for infestation as there was no damage yet I was also told that the same three claims were submitted under my new plan however I'm not sure how this is a risk fa

  

  Business response

  07/08/2024

  We are writing in reference to the complaints you filed with the Better Business Bureau.

  Thank you for taking the time to discuss your concerns.  As noted, after review of your account, we confirmed that in March of 2024, you received an initial Homeowners quote for your Pennsylvania home, which you did not want to pursue.  In May of 2024, you requested coverage for the Pennsylvania home, again, and asked that we cancel the homeowners coverage for your North Carolina home, as it had been sold. Per your request, the North Carolina policy was cancelled effective the day after your home was sold. 

  Regarding the application for the Pennsylvania home, while reviewing the risk you indicated losses for your account were not reported by you.  As such, we are continuing to investigate and will reach out to you with our findings.  

  Please feel free to contact us if you have any other questions.

• 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.

*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. ↩