ComplaintsforAmica Mutual Insurance Company

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Initial Complaint
10/24/2021
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I received a letter demanding payment of $363.29 without explanation of what payment was for and that the payment must be received within 14 days or the unpaid balance will be sent to collections.
Business response
11/01/2021
We are writing in reference to the complaint you filed with the Better Business Bureau.

After review of your account, we can confirm that your Homeowners policy was cancelled effective October 4th, 2021 due to nonpayment of your policy premium. We sent cancellation notices by mail and e-mail to the addresses on file and left you a voicemail on September 30th advising you of the status of your policy. While we could not reach you on October 27th and left a voicemail, we would be happy to discuss this matter further.

Please feel free to contact our office at your earliest convenience.

Thank you.
Customer response
11/01/2021
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,
*****

This does not explain why I have been billed by AMICA. AMICA did not receive any authorization to maintain coverage on my home after my policy expired. Any charges AMICA believes I owe them needs to be provided in writing with full explanation. Any charges sent to collections will result a claim being filed with the **************** of Insurance.
Business response
11/02/2021
We are writing in reference to the complaint you filed with the Better Business Bureau.

We have backdated cancellation of your homeowners policy to your renewal date, September 4th, ******************** your recent correspondence. There is no outstanding balance on your account.

Please feel free to contact our office at ************ if you would like to discuss this further. Thank you.
Customer response
11/03/2021
[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
10/23/2021
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have been a customer of ******************************************************************** *** since 2017, and had an Auto, Home and umbrella policies with them.I had set up auto payment of my policies thru a credit card with auto renewal.Amica claims that a credit card charge attempt was declined in January 2021. They did send a paper **** which was paid. Requested to reinstate auto pay. An auto pay was made in July 2021 for the homeowner and umbrella policies, but again a paper **** was sent for the auto policy. This **** was not received by me, and the auto policy was cancelled on August 27, 2021 due to non-payment. I am not sure how the prior **** in July 2020, and the **** in July 2021 were collected on the credit card on file, while the January 2021 charge was declined. Amica rep could not provide an explanation.I was unaware of the cancellation of the policy until I received a letter from DMV on October 22, 2021 suspending my license due lapse in my *************************** meant that I was driving without insurance for a period of 2 month, something that creates a big liability on my part. I was lucky that no accidents or injuries occurred.I called Amica, explained what happened. They collected the unpaid balance but refused to reinstate my policy due to lapse in coverage.Now I am forced to go other insurance agencies that accept people with an insurance lapse at a much higher premium.
Business response
11/01/2021
We are writing in reference to the complaint you filed with the Better Business Bureau.

Your Automobile policy was removed from our automatic payment plan when we could not collect payment on January 27, 2021.Notification of the declination as well as the removal of the Automobile policy from automatic payments was emailed to you on January 28, 2021. An additional letter was mailed to you February 8, 2021 notifying you of the loss of the Paid in Full discount due to the uncollected payment. As only the Automobile payment was declined, your Homeowners and Umbrella policies were not impacted. When your next invoice was issued July 7, 2021, it was mailed to your policy address with a due date of July 27, 2021. Since a payment was not made, another letter was issued advising of a pending August 24, 2021 cancellation date. A cancellation reminder was also emailed to you on August 17, 2021. When we did not receive a payment, the Automobile policy was cancelled effective August 24,2021. A follow up letter was subsequently mailed on August 30, 2021 indicating the policy had been cancelled and a remaining balance was due.

We are pleased to have reached you on October 28, 2021 and have rewritten your Automobile policy effective October 29th,2021. Your Automobile policy has been placed on our automatic payment plan and will be billed similarly to your Homeowners and Umbrella policies. If you need additional assistance or have any question, please let us know.
Initial Complaint
10/11/2021
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On or about September 22,2021 through October 3,2021 Amica Mutual Insurance abandoned me as a customer in good standing and fully paid on my current policy in the middle of filing a claim and awaiting my trucks repairs. I sent numerous emails over 8 days to my claims agent with no response by phone or email. I only received a response from Amica after calling to complain and cancel my policy on the 8th day. Julie Cascio responded on Amica's behave (senior claims agent). When I questioned Ms. Cascio about when she first read my email dated September 22, informing Amica of a serious problem with my claim, she responded Monday September 22. One may ask why she waited 8 days to respond and only after I called to complain? Her excuse, it's an unusual situation and she had to go to her manager. Amica has a contractual obligation to respond in a timely manner and also had a financial interest in the outcome. All the reason to respond sooner. This is breach of contract! I have all emails
Business response
10/13/2021
We appreciate you taking the time to reach out to us regarding your ongoing claim. It is our understanding that you would prefer all future contact to be directed to your attorney. As such, we ask that you provide us with your attorneys contact information and we will gladly contact them right away.

We would like to apologize for any confusion and the inconvenience this matter has caused. We hope to resolve this issue for you as quickly as possible.
Customer response
10/13/2021
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
10/04/2021
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Account #N004036505 So I renewed my auto policy for 6 months beginning Aug 8th ,my 1st month premium was $359 and covers me through sept 8th .On the 8th of Sept the company raised my premium for auto and home when I asked they said they had losses and wanted to cover those losses I said okay.Before the end of Sept I was notified that my premium is going up to $476 still no explanation.I cancelled Sept 30 still had 8 days that were prepaid .When I asked Amica they said were going to prorate $386.39 divided by 30 days comes up to $12.86 per day multiples by comes up to $103.Amica said my refund for unused days is only $24 basically 6 days that were prepaid through Oct 8th were discounted .When I argued with them on 10/4 at 8 pm I was given lame explanations from their refund department about the rest of the money which comes up to $79.Does Amica action make sense ,their math does not make up and I need top brass at Amica to know that they did me wrong
Business response
10/08/2021
We are writing in reference to the complaint filed with the Better Business Bureau.

After careful review of your account, we can confirm the accuracy of the refunds issued to you for your Home and Auto policies. Please note, these policies were both in effect from their respective inception dates, August 7, 2021 and August 8, 2021, and cancelled effective September 30, 2021. The total premium for the time your Home policy was in effect was $183.00. As a payment in the amount of $1,244.00 was made, we have refunded you the difference - $1,061.00. Your Auto policy premium for the time it was in effect was $726.26. As you made payments totaling $746.20, we have refunded you the difference - $19.94.

While we hope this explanation clarifies the matter further, we also tried to reach you on October 5, 2021 and October 7, ************************************************************ concerns, please feel free to reach out to us at your earliest convenience.
Initial Complaint
09/27/2021
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am getting conflicting information regarding the processing of my Amica claim and no one at Amica is helping me. I incurred damage to my house as a result of my neighbors' house fire on June 15, 2021. My Amica adjuster, *****************, sent me an email on July 20, 2021 stating that the $919.72 deductible that I incurred was being subrogated against the neighbor and their insurance company to recover this deductible. Last week I was informed by Amica that ************ was no longer associated with my claim.As a direct result of this transfer, today I spoke to ***********************************, an Amica Property Claims manager. ************ informed me that it was my responsibility to recover the $919.72 deductible and that Amica will not be pursuing any further actions on my claim. This information from ************ directly contradicts the information provided to me by *****************. The current status of my claim is unknown and the actions being taken to process my claim , if any , are confusing.
Business response
09/29/2021
We have received your complaint submitted to the BBB. First, we appreciate you taking the time to speak with us on September 29, 2021 about this matter and allowing us to further address your concerns. After a review of our file, we have paid you for the loss related damages, less your deductible and are in the process of trying to recover your deductible from the other partys insurance carrier.

We will continue to keep you updated and encourage you to contact our office should you have any other concerns.
Customer response
09/29/2021
[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
09/25/2021
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
June 10 2017. I made insurance payments to Amica per my homeowner insurance policy. Amica deeemed my home a total loss after a fire they refused to pay me the replacement owed. Amica was suppose to pay the homeowner insurance policy stated by Amica representative. After calling them repeatedly to assure payment to all necessary parties such as the hotel for relocation, mortgage company which still has not received a payment it's now 2021, and payment to me for removing alarm system equipment cost $5k credit report tarnished. According to the homeowner insurance policy the mortgage company was to receive payment after home was deemed a total loss. Amica claims they needed the mortgage company to reach out to them to verify who they were. The mortgage company was named on the insurance policy and Amica made contact with them at the time of the loss. When I called to verify that hotel and mortgage was handled they assured me it would be. Account number ********** Claim #***********
Business response
10/05/2021
We have reviewed our claim file and determined that it has been properly handled to its conclusion. Further, we are not considering any additional payments at this time.
Customer response
10/05/2021
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
I never received that payment for the attached information nor did the mortgage company receive its amount owed. Im requesting documentation from Amica to show that the funds were sent to myself and the mortgage lender per the insurance policy.

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,
Kiyesha

Business response
10/07/2021
Our position on the handling of this claim has been outlined to the customer in previous correspondence.
Initial Complaint
09/17/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I called my renters insurance company and advised I had moved and asked for a quote because I got quotes from several companies and advised the girl that if I did not like it I would go with other company. They have sent me a **** via email, which I had coverage through another company since August. ******, the first rep I spoke with admitted that was back in August. They have renewed me knowing I did not go with the quote. I was advised if I wanted the quote to let them know- I did not and how could they charge me when I did not agree to the quote. They have never really allowed me previous to cover all of my items and I advised I was working from home and had much computer equipment for work and for school. I need my money back and they need to get rid of the **** because I went with another company in August.
Business response
09/23/2021
We are writing in reference to the complaint you filed with the Better Business Bureau.

After a thorough review of your account and notes from our discussions with you in August and September, you did make us aware of an address change and per your request, quotes were provided. However, we were never given a date as to when coverage was placed with another carrier and as such, the policy renewed We tried to reach you twice this past week to confirm this information, but we were unsuccessful. As requested, we have cancelled your renewal policy as of the inception date, September 21, 2021. There is a $0 balance on your account and we have not reported any information to a credit bureau.

If coverage was placed elsewhere prior September 21, 2021, please contact our office so that we can update the cancellation date. Should you wish to discuss this matter further, please reach out to us at your earliest convenience.
Customer response
09/24/2021
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.
They admitted I advised them back in August, so they owe me money. That is ridiculously bogus.
FAQ

Regards,
Elisha

Business response
09/30/2021
We would be more than happy to go back to August and cancel your policy. Please provide us the specific date in August that you wish to have your former policy cancelled and we will cancel it and send you the return premium. While we were told that you would place coverage elsewhere if you did not like the quotes based on your new address, we were unable to obtain the date that you wanted the policy cancelled. Once we have this date in August, we will cancel and send you the pro-rated amount.

Thank you.
Initial Complaint
09/13/2021
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Hi,I became member of Amica Insurance Company by taking Automobile Insurance (3 vehicles), Home Owners Insurance and Umberalla policy on 05/04/2018. I prepaid all my bills for each of these policies for 1 year in advance. I also renewed the policies subsequently on 05/04/19 and 05/04/20 again prepaying in advance for 1 year. I was paying them close to $4500/year in combined 3 policies all for the above 3 years.Around Sept 24 or so, I found out that Progressive Gave me a good deal for Automobile/Home Owners Insurance effective 09/25/20, so I called and requested cancelation of both these Policies (Automobile/Home) and to cancel the Umberalla Policy effective 05/03/2021 (before it renews). Too much of my dismay, I got a letter in June end stating that I owe them a renewal fee for Umbrella Policy which I had requested to cancel verbally during my conversation around 09/24/20. I called Amica on 06/28/21 and called them and told them the above. Now they have sent $63/- for collection.
Business response
09/15/2021
We are writing in reference to the complaint you filed with the Better Business Bureau.

We have carefully reviewed your account and note your concern regarding the process of cancelling your Umbrella policy renewal, as well as any funds billed for this policy. Our Amica policies renew automatically and as we did not receive a request to cancel the policy as of its May 4, 2021 effective date, it was issued as intended.

We appreciate your willingness to discuss this matter with us on September 14th and work towards a resolution. As you did not intend on renewing your Umbrella policy, we will revise the cancellation date to May 4th and remove any funds owed. We will continue to monitor the status of your account and will reconnect with you once this adjustment is complete.

Please feel free to contact our office if you are in need of any further assistance.
Initial Complaint
08/31/2021
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I received an unsolicited letter in the mail from AMICA Auto, Home, Life. The letter provided a personal access number. The letter outlined savings if I purchased auto insurance. As I bundle my auto insurance with my house at a company discount I was not interested. To reduce junk mail, I tried to unsubscribe and get off their mailing list. Complaint:When I called the opt out number *************), the recorded message explained to opt out, I needed to provide my social security number to identify myself. Obviously, I hung up. This is horrendous, and I am reporting because I fear many seniors will fall pray to this scam. I don't understand why they could not unsubscribe me with the personal access number they provided at the top of the flyer.
Business response
09/01/2021
Thanksfor reaching out to us. Well remove you from our internal mailing list. Due toprocessing times in our system, it may take up to 6-8 weeks for yourinformation to be removed.

Themailing you received was a prescreened offer of insurance using lists providedby credit reporting agencies. We're not allowed to remove you from thesethird-party mailing lists. Only you, the consumer, is authorized to removetheir information from these lists. To do so, you can visit https://optoutprescreen.com.

Duringthis process, they do ask for your social security number and date of birth,but this information is not required to process your request. However,providing this information will help to ensure that they can successfullyprocess your request. Thank you.
Customer response
09/01/2021
[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
08/23/2021
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am constantly getting marketing mail from them for years. At first I just shredded the mail (still continuing to shred). Then I decided to go to their website a few months ago and request to not receive mail from them. Today I got another piece of marketing mail. I have never and will never use amica insurance so it's just getting annoying that they won't respect my wishes.
Business response
08/25/2021
Thanks for sending us your information. Well remove you from our mailing list. Due to processing times in our system, it may take up to 6-8 weeks for your information to be removed. We also send prescreened offers of insurance using lists provided by credit reporting agencies. Only you, the consumer, is authorized to remove their information from these lists. To do so, you can visit https://optoutprescreen.com. Thank you.
Customer response
08/25/2021
[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,

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

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