ComplaintsforAmica Mutual Insurance Company

• Initial Complaint

  02/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been an Amica customer since 2019. Shortly after the Covid situation began, my insurance DOUBLED with the same two cars. Although the price did drop, it maintained an average WELL above my previous cost. Their customer service has also been awful. When I finally changed my insurance, I contacted Amica to cancel my policy. The full payment for 6 months was $1553 and change, and I received $158 back for a policy that cancels in April. That is absolutely unacceptable math, even without the disasterous customer service and doubling my premium.

  

  Business response

  02/13/2024

  We are writing in reference to the complaint you filed with the Better Business Bureau.
  
  Thank you for speaking to us on February 9, 2023 regarding your concerns. As discussed, our records confirmed the refund issued was correct based on the coverages provided and coverage changes made within the six-month policy term.
  
  We are sorry you feel you did not receive good service and welcome you to contact our office if you are in need of any further assistance.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Amica representative opened 2 claims on our account. I have contacted them many times to ask of the claim they filed in error to be removed. They have failed to do this and claim they cannot remove a claim once filed. This will go on our record as us filing an additional claim when we did not . Removed the *********** claim as requested and correct the mistake made by Amica that will negatively impact our record.

  

  Business response

  02/07/2024

  Thank you for bringing this matter to our attention. The insured has been informed about the prior claim file being closed as opened in error and that it would have no effect to their rates. The correct claim file has been opened and fully handled under the correct policy. Amica has also filed a CLUE Property Claim Correction Form to LexiNexis to request the loss data record be revised.

  Customer response

  02/07/2024

  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 # ********. 
  

  Dear Amica,

  To resolve this issue please send me a statement from Amica that you sent a correction to LexiNexus so we can have this on file for our records. I have not received this information in any correspondence. Please send to:

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

  I would also note that there has been no apology for this error or the time and effort I as the paying customer, has had to spend correcting *********************** mistake.   

  Thank you ,

  *******

  
  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,

  *******

   

   

  

  Business response

  02/07/2024

  Thank you for your response. We will have an Amica representative provide written documentation to you as to the steps taken in this matter. We apologize for any frustration this has caused you. 

• Initial Complaint

  01/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Auto accident on 12/30 with dispute re: who at fault. Received next day call from the other driver's insurance and even though we called Amica immediately after the accident, uploaded all photos, maps, police report no word until 1/2. On 1/6 we paid to have the auto towed from the police storage to ******************. 1/10 adjuster determined our auto was totaled. Today is 1/30 and we are still waiting for a final determination of the value of the car (we disputed the first one which was rec'd on 1/13/24. And no word yet on the determination of fault. We have had to take out a loan to purchase a replacement car despite wanting to pay cash. We'll pay off the loan when we resolve this claim, but we will be out an addition 500 - 600 for the cost of the loan. Based on all the complaints I see for this company this is becoming common practice. We used to think Amica was one of the best companies for insurance... but this is no longer true.

  

  Business response

  02/06/2024

  Thank you for bringing this complaint to our attention. We have contacted the complainant and reached an agreement on the settlement of their total loss claim. We have also concluded our liability investigation and determined that they were not responsible for the accident. It appears that all issues raised in this complaint have been resolved.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been with AMICA Insurance since around ****, Recently, a small hole in my roof was discovered. I submitted a claim for it: ***********, with the date of loss being: 09/24/2023. I went round and round with the original claim examiner with no resolution. I wrote the head of AMICA, *************************, with the hope that he would simply accept the claim and authorize the repair, in this case, spot welding the small hole and stopping the leak. When it rained, the water would leak down on my pants leg while i was driving. He gave it to another claims examiner, ***********************************, who informed me that while AMICA could compensate me for damage done by the water leak, ****************, etc., they would not authorize sealing up the leak. This struck me as backward thinking. First you fix the problem, then you fix the after affects. AMICA won't do it. So now i have a leaky roof to contend with.My car is completely covered with my AMICA insurance. I'm paying them a lot of money each month for it. And, considering how long I've been with AMICA and how much money I've given them overall through the years, it seems as though they could "throw me a bone" and fix the leak so I don't have to keep getting my pants soaked.

  

  Business response

  02/08/2024

  We have reviewed the claim file associated with this BBB complaint. This claim stems from water leaking into our insureds vehicle. We had an appraiser inspect the vehicle, and this appraiser reported the water is likely leaking through a windshield seal that has failed due to wear and tear. The policy does not cover damage due to wear and tear; as such, we cannot cover the cost to repair or replace the windshield seal. His policy would cover the cost to repair ensuing water damage (i.e. damage that occurred once the water entered his vehicle), but his vehicle has not suffered any of this damage.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I had Amica Mutual Insurance for auto, home, and umbrella insurance for 10 years. In all that time, we never filed any claims. There was an incident in August 2023, when our daughter backed into our parked car in her driveway in *******, *************. Our daughter reported this accident to her own insurance, MMG, as her own fault. When I spoke to MMG, I was given the option of submitting the repair bill to MMG directly, or through my own insurance, Amica, who would then be reimbursed by MMG. I spoke to *********************** at Amica, who assured me that Amica could file the claim on our behalf, and be reimbursed in full by MMG. The car was repaired, and MMG did reimburse Amica in full. My auto policy was due for renewal on 1/2/2024. When I previewed the renewal policy, I noticed that this incident was reported on my own insurance as a claim against US, with NO MENTION OF REIMBURSEMENT BY MMG. When I spoke to Amica, I was told that they would NOT remove this claim from my record, and refused to mention on the policy that they were REIMBURSED IN FULL by MMG and did not actually pay a ***** for this claim. At that point, I changed to NJM insurance and canceled all Amica policies, (not to mention at a savings of almost 50%). But NJM would not give me their safe-driver discount because when they reviewed my Amica policy, this was still listed as a claim against my own insurance with no mention that Amica was reimbursed in full by MMG. **** criteria for a safe-driver discount is no paid claims during the previous 5 years. In all my years of driving, I have never had an accident or filed a claim. Because Amica refuses to correct in their record that they did not pay one cent on my behalf, I was denied this safe-driver discount with NJM to which I should definitely be entitled.

  

  Business response

  01/17/2024

  We are writing in response to about the complaint you filed with the Better Business Bureau.
  
  We have reviewed your account and found that your renewal policy was issued before the loss was fully reimbursed by the at-fault party.Once we confirmed successful subrogation, we updated your policy and all associated records, accordingly. The loss cannot be removed entirely from your record as it did occur.
  
  We are hopeful this clarifies the process and ask that you contact us if you have any additional questions.
  
  Thank you!

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/24/23 my car was totaled and I filed a claim immediately Today is January 3rd. My claims rep *********************** bas never once answered the phone nor returned any of my phone calls nor emails.

  

  Business response

  01/03/2024

  Please accept this in response to this customers complaint.Amica will be contacting the customer today to proceed with our investigation on how this accident occurred.

• Initial Complaint

  12/22/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Paid insurance to Amica but suffered a loss. Amica performed an investigation that took several months (~6 months) and denied the claim. Proceeded to then cancel my coverage yet keep my premium.

  

  Business response

  12/22/2023

  Our coverage investigation of this loss found that the policyholder failed to use reasonable care by not maintaining heat or winterizing his home. The result of his actions lead to a non-covered loss.

• Initial Complaint

  11/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased my current policy on September 8th by phone. At the time of purchase the agent only took a down-payment to insure me and never sent me any policy documents, never advised me of my pay schedule, and never advised me of the insurance company to pay my bill with. I received a pending cancelation notice on October 23rd and contacted the agent I purchased my policy with the following day. On October 24th I finally received my policy documents and the other information aforementioned. I am simply asking the insurance company not to hold me liable for the insurance agents negligence in not notifying me of my payment schedule and whom to pay. Cancel the pending order and allow me time to bring my balance to current before the next payment is due on 12/8/2023.

  

  Business response

  11/17/2023

  We are writing in reference to the complaint you filed with the Better Business Bureau.
  
  After review of your account, we can confirm the automobile insurance policy was bound by A-Affordable Insurance Agency effective September 8, 2023, yet was not issued in a timely manner.
  
  A payment for the full premium amount was issued to Amica by the finance company, yet was held in suspense awaiting the policy to be issued. During that time, the premium was refunded. We have since contacted the finance company to reissue the funds so that we can apply them to the policy,thus paying the premium in full. 
  
  **************, we apologize for the inconvenience and, as noted, we assure you that your insurance coverage was in place effective September 8, 2023.  Please feel free to contact our office if you are in need of any further assistance.

  Customer response

  01/17/2024

  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. 

  
  Refund; This company is claiming that they canceled my auto insurance policy on 11/18/2023. This is not true. Thus company was still responding to my original complaint on this matter. The company responded to my complaint taking ownership for the mishandling of my account. Furthermore I was speaking to my account manager on this policy the week before Christmas. My account manager not only confirmed my policy was active, he slso attempted to take payment for the past due balance that Amica is saying is owed. I am requesting Amica reinstate my policy and clarify that they canceled my policy on or about 12/20/2023 not 11/18/2023; Finish the job 

  

  Business response

  01/22/2024

  We are writing in reference to the complaint rebuttal you filed with the Better Business Bureau.
  
  After review of your account, we can confirm the automobile insurance policy was bound by A-Affordable Insurance Agency effective September 8, 2023. The policy was paid in full to Amica by the finance company, ****** Premium Finance. However, the finance company never received payment from you and, as such, policy cancellation was processed on December 20, 2023, with a cancellation effective date of November 18,2023. 
  
  Thank you.

  Customer response

  02/12/2024

  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,

  *****

  I would like to begin by thanking Amica Mutual Insurance Company for their response. And thank you for clarifying that my policy was canceled on 12/20/2023. I guess my only question is if your company canceled the policy on 12/20/2023Then why did your company not put this cancelation date (12/20/2023) on the correspondence that you sent to the ****************************************? 

  The date your company canceled my policy was 12/20/2023. In November of 2023 Amica and I were in communication about this issue here in the BBB complaint portal. Amica you made it clear that my insurance policy was still active the week of 11/18/2023 when you contacted me that week. (Please see previous correspondence)

  It was vague, misleading and illegal to state to the ************************** that you canceled my policy on 11/18/2023. 

  The misinformation you provided to my state is preventing me from appealing this illegal cancelation because a consumer only has 10 days to appeal insurance cancelation in *************. 

  I am requesting a refund for the monies spent on the down-payment for this policy if you are unwilling to reinstate it. And a correction to the "actual" date of cancelation on the policy. 

  Thank you 

   

  

  Business response

  02/21/2024

  We are writing in reference to your ongoing complaint with the Better Business Bureau.
  
  Your automobile insurance policy was cancelled for non-payment of premium to ****** Premium Finance effective November 18, 2023. While the processing date was December 20, 2023, it does not does not change the effective date of the cancellation.   If you need detailed documentation regarding the process date versus the effective date to appeal the cancellation with the **********************, please reach out to A-Affordable Insurance Agency so they can assist you.  
  Thank you.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have patiently waited for this company to issue out payments for about a month now since (Sept-19th) its now (Nov 6th) I dont normally do these things, but this is horrible service. I havent been able to get another vehicle because they havent issued out payments and giving me the run around.. they tell me one thing then another.. I am completely exhausted because I have completed all the remaining documents from my GAP insurance and Im constantly having to call Amica mutual insurance ,and Regional acceptance corporation. The communication is very poor Im constantly having to call and ask whats the status.? and Im getting a response as in saying itll be ***** hours , but no change at all ..this is ridiculous I have to work , but I cant do that until they issue out payments so I can go get another vehicle to get back to work.

  

  Business response

  11/15/2023

  Amica has been in contact with the customer regarding the claim and we regret the customers disappointment. Our file reflects payment was issued and we have forwarded necessary documents. We are optimistic the customers lender will continue to work with them to bring this matter to conclusion. 

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/1/23 On 11/1/23, I called amica life to make a payment. A female representative answered the phone to take my payment information at ****************. The amica female representative was very rude and discourteous over the phone and when I asked the rude & discourteous female for a manager to speak with. The amica female hung up he phone. I need a courteous professional amica manager to call me and, I need amica life to mail to my address on file a receipt for my 11/1/23 payment.

  

  Business response

  11/02/2023

  This is in regards to the complaint filed with the Better Business Bureau.
  
  We have reviewed the interaction that was described below and contacted our insured. Based on that conversation, we have mailed the receipt of payment to the address that was requested. At the end of the conversation, we believe all questions and complaints were resolved. 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. ↩