ComplaintsforAmica Mutual Insurance Company

• 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.

• Initial Complaint

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A few weeks ago I called Amica to obtain an insurance quote to add someone under my policy. This person lives with me, but we are not related. I was told by 2 different representatives that this would be possible and obtained a temporary insurance quote as well as documentation as we were in the process of purchasing a vehicle. A few days later, I received a phone call from Amica asking me if we were moving forward with the purchase. I advised them that we had switched cars, provided the new VIN and everything still checked out. When I called a few days later, I was told that the policy would not be able to get written as there was 'mis-communication' and they were sorry for the mix up. I advised ******* (supervisor) how disappointed I was as I have been a loyal Amica customer for 16+ years and have never had such a horrific experience. She didn't seem to care. I asked for Amica to honor what was originally promised to me and she then told me 'that is not how insurance works.' I asked for some sort of compensation seeing the bill would increase $600+ dollars per month and she stated 'no.' I then received a call 2 days after asking if I would move forward with the new quote. When I explained no, ******* said OK and when I told her I would be leaving she said OK and hung up the phone.As I mentioned previously, my family and I have been LOYAL Amica customers for 16+ years. The customer service has been horrific. ********************** should make good on their original offer or be willing to provide my account some sort of credit/compensation for this insurance fraud that was exhibited. You cannot provide a quote to someone and then not honor it!I am looking for the different which was $800 credited to my policy since I had to purchase insurance from another carrier and most likely I will be moving to another carrier as well.

  

  Business response

  03/18/2024

  We are writing regarding the complaint you filed with the Better Business Bureau.
  
  Thank you for taking the time to discuss your complaint with our team.  Through this development, we have been able to clarify our understanding of your request.  Per policy definitions, the vehicle you sought to add to your policy is not eligible for coverage. 
  
  We apologize for the inconvenience this has caused and understand you have obtained coverage for the vehicle with another insurance carrier.  If you wish to revisit insuring it with Amica in the future, we will be certain to thoroughly review the eligibility and applicable discounts, at that time.
  
  Please let us know if you have any further questions

  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 # ********. 

  This has now happened on 3 separate occasions. Amica is famous for promising it's customers policies, and then taking them away or demanding more money from them. They claim to be regulated, but I cannot see how that's possible when this constantly happens. I asked for a credit and was told there is none to give. I've been a customer for almost 20 years and this is by far the worst insurance carrier I've dealt with. I asked for multiple escalations on this matter and my requests have been denied.

  Please let Amica know, I'm contacting the attorney general office in pursuit of bait and switch and fraud.

  Regards,

  Brandon 

  

  Business response

  03/19/2024

  We are replying to your follow up request with the Better Business Bureau.
  
  After complete development of the risk, it was determined the vehicle in question is not eligible for your policy. We are open to taking an application from the vehicle owner to insure the vehicle on a policy in their name. While we understand your frustration, please be advised your concerns and the case have been reviewed at the highest level.
  
  As always, we welcome your call if you would like to discuss further. 

  Customer response

  03/20/2024

  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 # ********. 

  this is an inadequate response from Amica. They have yet to answer my question on why they continue to use bait and switch on policies. This is illegal and I'd like to speak with someone on the legal staff. If no one is able to get back to me, I'll have the ** Attorney General follow up as I've already consulted that group.

• Initial Complaint

  02/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  contacted corporation to stop fraud, send all prior documents on file for this corporation and where all documents were sent. Here by special appearance Authorized Representative for trust account sitll have not been given CUSIP numbers on file. GEBANN ***** ************************************************************* USC 9607(n)(5)fiduciary capacity U.C.C.2-721 REMEDIES FOR FRAUD ALL DEBTS PREPAID U.C.C.3-305 31 USC 5119 Redemption and Cancellation of Currency 12usc83 loans by bank on its own stock 15 U.S. Code 714b - General powers of Corporation u.c.c. 4A-104. FUNDS TRANSFER U.c.c. 4A-103. PAYMENT ORDER u.c.c. 4A-404. OBLIGATION OF BENEFICIARY's BANK TO PAY AND GIVE NOTICE TO BENEFICIARY.u.c.c. 4A-406. PAYMENT BY ORIGINATOR TO BENEFICIARY; DISCHARGE OF UNDERLYING OBLIGATION.u.c.c. *****. *****'s Right to Specific Performance or Replevin.u.c.c. *****. Remedies for Breach of Collateral contracts u.c.c. *****. Effect of "Cancellation" or "Rescission" on Claims for Antecedent Breach.u.c.c. *****. Waiver of Buyer's Objections by Failure to Particularize.u.c.c. *****. Formal Requirements.u.c.c. *****. Remedies 15 U.S. Code 77ooo - Duties and responsibility of the trustee 15 U.S. Code 77xxx - Unlawful representations UCC - Uniform Commercial CodeArticle 1 -Part 2 - (1-201(24) "Money" means a medium of exchange currently authorized or adopted by a domestic or foreign government Notice to agent is notice to principal. Accepted for Value in return for value for discharge closure for the following reasons of good cause.1. Theres no money 50USC4305 B(2) my security I credited was stolen by you. 2. Sign as the lawful owner in 3 days under penalty of perjuryPrivate Issue No human is supposed to be held in captivity only bonds and certificates of indebtedness. It is law that no human can be jailed by debts. Banks dont issue loans, and only sell security notes, as theres no money. 50USC4305 B (2)

  

  Business response

  02/29/2024

  Hello. We looked into this, and it does not appear that this person is not a customer or has any business relationship with our company. The documents that were submitted do not mention Amica, or anything about our company. 

• Initial Complaint

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 1/22/24 I received a email from Amica saying my auto policy was in jeopardy of being cancelled. So I immediately went to the app to call them. I cannot remember the name of the individual I spoke to, but I asked her why and she said I needed to answer some questions. Which I told her that I had answered the questions on the app when I first got the policy. She told me it was more questions for my renters and auto policies. I was able to see the renters policy questions and she walked me through that and confirmed it was done. However, I could not see the auto policy questions at all and I advised her of that and I ASKED her to assist me. She then told me that the auto policy info would be mailed to me. Even them me as a consumer cannot understand how you can assist me with my renters questions to avoid cancellation, but you cannot help me with my auto policy?! All I could do was wait I checked the mail that entire week, and the app to see if it would pop up and nothing. I called and found out this weekend that my auto policy is cancelled and since I paid it up for the whole term they have mailed me a check of $1,877. Now my issue is I initially called for help and now I am being penalized because they couldnt help me. I asked if they could look into it and see it is not my fault I called and asked for help. They are now saying no they cannot reinstate it. As a matter of fact they are telling me now that they cannot even give me the same quote I had before because someone has reviewed the pictures I sent months ago and they should not have given me "Full Coverage Insurance" and on that vehicle they can only offer me "Liabilty Insurance" and I have to now pay a deposit on any new quote I get and if I void the check they sent they can apply it but I will not get the paid in full discount. Which now leads me to believe they will penalize me for not being covered for the days they dropped me. I have to apply? This is unfair I am just a consumer. ***Calls are recorded

  

  Business response

  02/27/2024

  We are writing in reference to the complaint you filed with the Better Business Bureau.
  
  Thank you for speaking with us regarding your concerns.  As discussed, coverage for your Automobile policy will be reinstated once we have received the Letter of Experience that was discussed.
  
  We appreciate your understanding and your business. Please feel free to contact us at any time if you have any questions.

• Initial Complaint

  02/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have contacted Amica twice via my account on the website explaining that I cannot get an online auto quote because it says my address is invalid. They are refusing to reply back.

  

  Business response

  02/23/2024

  We are writing in response to the complaint you filed with the Better Business Bureau.
  
  First, we would like to thank you for being an Amica policyholder.  Regarding your inquiry, Amica.coms quoting platform utilizes an *** integration to verify addresses and generate a quote. After review, we have confirmed your address could not be validated through the *** and, as a result, our online quoting feature was not available for your inquiry.
  
  As indicated in our recent e-mail, you may receive a quote through our online Chat or by contacting us directly.
  We are hopeful this clarifies the process and ask that you contact us if you have any additional questions

  Customer response

  02/23/2024

  [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

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 4th 2023 I got in a car accident and all impact was on my back rear tire and rear axle. Claim was placed with Amica, same day. The next day my car was making an exhaust/ combustion sound so I took it into the mechanic where they found rear axle damage. Jan 24th a claim appraiser was assigned to my case to inspect work. Later I found out this claim adjuster was in a different state yet reported accident was in the state that I live in, ***********, like mentioned when I placed the claim **************************************** plethora of run around from Amica and their poor claim adjuster services that are 3rd party. Jan 31, **** a claim adjuster from a ******************* company came out and took pictures, after telling him that their was no body damage, that all the damage was at the rear axle, which was leaking oil he assessed and left. 5-7 days later I called AMICA for a claim update, they implied that the appraiser never submitted any information regarding coming out nor pictures. They then told me they would reach out to the appraiser team. After not hearing from Amica I followed up, they reached out to the team several times, finally speaking to them to say that there was no body damage. The damage is in the rear axle, Not car body damage like mentioned when claim was reported Jan 4th. Now it is Feb 15th, Amica has told me since there team didn't find damage, which is ironic seeing as their team had no mechanic come out. They are now saying they have to send an additional adjuster to come to the 5 star car dealership that found the damage to look over work to then assess whether there is truly damage. I have been with Amica since 2016 and have paid $1100-1300 per year, that's $7700-9100 I have poured into this policy for them to deny a valid mechanical issue caused by this accident. Noise was not happening prior to accident, and car was working fine! Amica has shown poor customer service and poor claim support.

  

  Business response

  02/23/2024

  We have reviewed the claim file associated with this BBB complaint and apologize for the frustrations surrounding the delays of this claim. On 2/16 the appraiser was dispatched to view the vehicle, but was told by the mechanic shop that there were no openings to view the vehicle on this date. The mechanic advised that Monday the 19th was also not a good day due to scheduling. We were advised that on Tuesday February 21st the second inspection was completed and confirmed the vehicle shows no damage and that the internal damage is not related to a collision loss.

  Customer response

  02/24/2024

  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

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 5, 2023 I purchased a new car and insured it with Amica. I walked out of the dealership with a physical card from Amica. I pay my policy 6 month at a time. On January 2, **** when my policy was renewed, I called Amica and asked why my new car was not on the policy. I was informed my policy was never fully processed. They apologized for their mistake. My policy was processed on January 2, ****. After my policy was processed I received a letter from the *** stating they are suspending my registration effective February 20,****. I immediately called Amica and they apologized profusely and said they would correct the problem. Amica is not communicating with me and the problem has not been resolved. My registration is about to be suspended because of Amica's mistake. A letter was sent to the ***, but they wouldn't accept it because they are going by when the policy was processed. I need this resolved ASAP, time is running out.

  

  Business response

  02/16/2024

  We are writing regarding the complaint you filed with the Better Business Bureau.
  
  First, we would like to apologize for the inconvenience the delay in processing your vehicle change has caused. As soon as you made us aware of the error, we processed your vehicle change, submitted the information to the ** DMV, and provided a letter to serve as immediate proof of continuous insurance.
  
  As of Tuesday, February 13th, we have confirmed the ** DMV accepted the electronic submission and the records have been updated.
  
  We are committed to providing excellent customer service and welcome any further questions you may have.
  
  Thank you.

*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. ↩