ComplaintsforAmica Mutual Insurance Company

• Initial Complaint

  08/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Tuesday August the 3rd I notified Amica about a major water damage to my house. on August 4th Amica sent out a representative from a company called Norcross, **************************. Amica assigned a Claims adjuster named: ***************************. The damage is extensive and is causing a major kitchen renovation to be put on hold until Amica responds to the claim. At a cost of $6000.00 weekly to me.So far I have received no response from ****************** other than an email. ************** told me today he does not know when he will submit his report.****************** is not returning calls and Amica will not support any customer service requests. I have *** a full Amica insurance customer for 20+ years and always been used to good service.No longer

  

  Business response

  08/26/2021

  Please allow this to serveas our formal response to the complaint filed by the insured. We haveaddressed the complaint and we have now processed a payment to the insured based on the repair estimate provided by our adjuster that was receivedin our file on August 10th, 2021. We have been in contact with the insured and explained the payment and that we will continue to work with himthroughout the claims process. The insured understood and thanked us forpromptly addressing his complaint.

• Initial Complaint

  07/26/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am the PRIMARY policy holder for a vehicle insurance policy that covered my ex. Due to discrepancies on AMICA's end, they are refusing to remove the other person from my policy. I have proven thru legal documents that there has been a change in marital status, residency, and that ALL vehicles are titled to/owned solely by me. Yet, they claim to require permission from my ex (who is unreachable) to make changes to the policy. I have spoken to several reps, spent hours on the phone, and each rep gives different excuses and contradictions. At least 2 reps advised that my only other option was to completely cancel the policy, so I made the request to do that... Despite my demand to completely terminate the policy (I have already successfully established coverage with another insurance carrier), AMICA still refuses to honor my cancellation! Very shady & deceptive practices!

  

  Business response

  08/03/2021

  We are writing in reference tothe complaint you filed with the Better Business Bureau.
  
  After review of your account, wecan confirm that your Automobile policy has been cancelled effective July 23,2021 as requested. The documentation you provided to us was necessary for us toprocess cancellation of your Automobile policy, and we appreciate yourassistance. We have discussed the handling of this case with you and while webelieve it has been resolved, we welcome you to reach out with any additionalquestions.
  
  Please feel free to contact ********* if you need further assistance.

• Initial Complaint

  07/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am recently divorced and need my ex-wife's name off of my insurance. It was a bitter divorce and if there happens to be a claim she will not sign anything. Including the check so this insurance does me no good at all. The company is Amica and have never had issues with them before. The person handling the issue is ******* at extension *****. I have left several messages with no call back over a period of almost a month. No else can help because it is assigned to her. They can tell me the status but they can't help. And, the status is always the same. It's assigned to *******.

  

  Business response

  08/03/2021

  We are writing in reference tothe complaint you filed with the Better Business Bureau. 
  
  Upon review of your account, wenote our local office has been in contact with you and are pleased to see thesituation has been resolved. We confirmed the changes to your account via emailon July 29th and would be happy to answer any additional questionsyou may have.
  
  Please feel free to reach out tous for further assistance.

• Initial Complaint

  07/24/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Been an Amica customer for almost 10 years and have given them $1000 in policy payments.We had obvious storm damage a month ago and the first adjuster came out acted like he agreed then wrote a report highly in favor of Amica. After several slow response by the case handler over a week. I contacted his supervisor who finally sent another adjuster. The adjuster came 14 days ago and Amica has yet to respond. There is no way this should take this long. They are treating me like I am lying to them about damage that I saw with my own eyes and are doing everything they can't to not pay on my claim.

  

  Business response

  08/03/2021

  Wehave received the complaint submitted to the BBB by our policyholder. After a review of our file, we believe the claim was investigated and handled in a timely and thoroughmanner.  The claim has been addressed with our policyholder.

• Initial Complaint

  07/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Amica failed to payout for repairs owed under homeowners insurance policy. I had replacement insurance but they denied repairs and refused to replace my damaged personal items. I had a sewer pipe burst while I was out of town. The damage was extensive. I called Amica filed a claim. Amica decided to deny professional water mitigation forcing me to comply with the due diligence clause and I tried cleaning the raw sewerage for 11 weeks. I lost my roommates which were my income immediately. Then I became extremely ill with a fungal disease. and my poor died from the fungal disease. I had the ******************* determine the entire house was cross contaminated with Lethal, toxic, level III mold. Amica had me living in that toxic enviroment for almost 3 months. I lost all my personal items to the toxic mold, everything lost. Amica denied the compensation owed under my replacement policy refusing to pay for replacement to make my home as it was prior to damage. They are LIARS!

  

  Business response

  07/27/2021

  We are writingin reference to the complaint you filed with the Better Business Bureau.
  
  After adetailed review of our records, we note that the insureds claim for damagesand professional mitigation services were not delayed nor denied, and to dateAmica has issued for the undisputed portions of her claim for damage to herhome, including necessary mitigation services. Additionally, Amica has beenpaying for the insureds temporary housing since October 2020 and will continueto pay for her temporary housing so as to provide her with a clean and safeenvironment while attempting to resolve those disputed portions of herclaim.  Payment has been made for her undisputed personal property damage,and Amica is continuing in its efforts to come to a resolution with thoseremaining items of personal property for which the insured is claiming totalreplacement. 

• Initial Complaint

  07/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 8th at 10:08 am I called the AMICA claim center to report a flooded basement. I spoke with *** (17 min) in the ************ She looked up my policy number and told me that water mitigation, loss of contents, and repair of all that was damaged would be reimbursed after a $500 deductible. I received a phone call from AMICA, an e-mail from *********, and a visit from ******************* to discuss the mitigation process. I received a call hours later at 2:47 from **** (6 min) telling me that there was NO coverage for any damage as I did not have the necessary endorsement. She apologized, it was a human error and people don't like it when she calls to tell them. This has happened before? I questioned how a call center can have employees that provide inaccurate info? **** called at 3:31 (3 min) to say the same, no coverage. AMICA, a reputable company, should honor the what your employee stated, especially after causing undue stress to a loyal customer of 40 years.

  

  Business response

  07/29/2021

  We have reviewed our file inconjunction with the first notice of loss call recording dated July 8, 2021between the insured and our Amica service center representative. We acknowledgethat the insured was misinformed of her policy coverages and that emergencywater mitigation services were offered through our Home Repair AssistanceProgram with Contractor Connection and subsequently accepted by the insured asa result of this misinformation. Upon receipt of the assignment, the assignedfile handler promptly contacted the insured the same day and apologized for themiscommunication and explained that there was no coverage available under herhomeowners policy with Amica as the policy specifically excludes coverage forlosses caused directly or indirectly by water which backs up through sewers ordrains or overflows or is otherwise discharged from a sump, sump pump, orrelated equipment. It was further explained that the ** 04 95 12 08 WaterBack-Up and Sump Discharge or Overflow Endorsement provides coverage for thesetypes of losses and could be added to her policy for an additional premium,wherein limited coverage would be available under her policy in the event of afuture loss.

  Following our conversation with the insured, the assignedmitigation contractor was contacted by Amica and notified of the coverage issuethe same day. At the time of our call,  no mitigation services had beenperformed; however, the contractor had already conducted an initial siteinspection of the insureds property and scheduled the work to begin thefollowing day on July 9, 2021.  Although the insured was misinformed ofher policy coverages, no services had been rendered and no costs had beenincurred by the insured as a result of this miscommunication. Given the latter,it is Amicas position that we are not obligated to provide coverage for thisloss, however, as a gesture of good faith and customer service, we contactedthe insured on July 15, 2021 and notified her that we would extend coverage forthe mitigation work, subject to her deductible. We further explained that anycosts beyond the scope of the required mitigation work would not be covered.

  Weare currently awaiting receipt of the mitigation estimate from the contractorand will promptly issue payment to the insured upon review and receipt.

• Initial Complaint

  07/19/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I requested and received a quote from Amica Insurance for Home and Auto. I have been with my insurance company for the last 30 years so it was a difficult decision to switch. We discussed and decided to go with Amica even though the homeowners was substantially higher. They confirmed the quote and we provided our credit card information for payment. We made the switch. Less than 10 minutes later we received a call from Amica telling us our Auto policy would be higher than quoted. They claimed the system showed a higher premium when they put in for payment. This felt like classic bait and switch. I don't know if this is a sales issue . I was surprised because in my research Amica had a stellar reputation.

  

  Business response

  07/26/2021

  We are writing in reference tothe complaint you filed with the Better Business Bureau.
  
  After review of your account, wecan confirm you obtained an Automobile policy with Amica on July 19, 2021. Inthe process of issuing the policy we became aware that the premium unexpectedlychanged. We immediately contacted you to make you aware of the issue and beganresearching what occurred. We left a message and sent an email for you the sameday to inform you the error was corrected.
  
  We appreciate your patience andare pleased to have discussed this with you on July 21, 2021.  Please feelfree to contact our office if you are in need of any further assistance.

  Customer response

  07/26/2021

  [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

  07/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6/21/21 I was rear ended by driver at stop light. Called Amica notified of the accident. Amica advised to have repair done at ********* autobody as their selection recommendation. The car had trunk lights and air bag lights coming on dashboard. Informed Amica the car is not drivable. They advised me to get rental even though car was not in the shop and stated that rental fees will be covered if over the allowed 900 and Amica would just extend the rental until my car is complete. Called Amica again on 7/5 to advise ********* still has not taken the car for repair as theyre waiting for parts, and the representative again advise me to wait for for ******** 's and assured me that the rental if over 900 would be covered regardless until car is repaired. On 7/13 ********* took the car in for repair. On 7/16 Enterprise called after repeated attempts to reach Amica for extension. Call amica ********** and she advised there is no extension. Enterprise needs car back 7/26 or extend rental

  

  Business response

  07/21/2021

  Thank you for your correspondenceof July 18, 2021 and allowing us the opportunity to respond to the complaintfiled by our Insured.  I am responding onbehalf of Amica Mutual Insurance.
  

  This claim arises from a June 21,2021 auto accident, in which our Insured's vehicle, a 2014 Chevrolet Traverse, wasstruck in the rear by the vehicle behind him.  His vehicle suffered damages to the rear tailgate and bumper in theamount of $3,209.17. The vehicle did not require a tow and was drivable afterthe accident.  Our Insureds choice of repairfacility was an Amica Direct Repair Program (DRP) shop named *** and **************   
  

  On June 21, 2021 our Insuredreported the loss over the phone and our representative explained theapplicable coverages which included his $500.00 collision deductible and his$900.00 limit for a rental car, if one was needed.  This conversation was followed up in writingto our Insured in our acknowledgment letter of June 22, 2021 which is enclosedfor your review.  On June 24, 2021 our Insuredhad his vehicle inspected at his shop of choice and the appraisal was receivedby Amica on June 28, 2021.                                     
  

  On June 28, 2021 our Insured calledin to Amica requesting to be put into a rental car as he felt his vehicle wasnot safe to drive since his air bag light and trunk light kept flashing on thedash board.  At that time, the repairfacility did not have all the parts necessary to repair the Insureds vehicleand they advised against dropping car off until all parts were in. 
  

  Amica proceeded to set up a rentalvehicle for our Insured, at his request, using his rental coverage. This wasdone by setting up a direct **** with Enterprise.  In a recorded call, our Insured was again madeaware that he did not have a daily limit but rather a single limit. This meansthat once he reached his $900.00 policy limit there was no further coverage forthe rental vehicle.  The Amicarepresentative made a reservation with Enterprise Rental for one week and oncehis repairs were underway, his file handler would be able to extend this rentaldepending on the length of time needed to complete the repairs.  
  

  On July 13, 2021 our Insured droppedhis vehicle off at his choice of shop, as the parts were in, and repairs werestarted. The estimated completion date of the repairs is July 23, 2021. Due tothe fact our insured got into his rental car approximately two weeks prior torepairs beginning, he exhausted his policy coverage limit of $900.00 before hisvehicle repairs were completed.  We havereviewed all six calls that took place between our representatives and theInsured and we find no evidence to support that our Insured was told we wouldpay in excess of his policy limit of $900.00 for a rental car.
  

  We have reviewed this case andsympathize with our Insureds out of pocket expenses. We understand that therewas a misunderstanding regarding his policy limit and how that could differfrom the amount of time needed to complete the repairs to the Insureds vehicle.
  In an effort to provide the superior customer servicethat we are known for, we will make this one time exception and reimburse ourinsured his out of pocket rental car costs in the amount of $301.56, which willexceed his policy coverage by that amount.
  

  Should you have any questions, orif you need any additional information to evaluate this complaint, pleasecontact me at the telephone number or email address listed below.

  Customer response

  07/26/2021

  [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,
  
  *********************

*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. ↩