ComplaintsforMercury Insurance Group

• Initial Complaint

  10/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Claim Number: ************* Insurance Carrier: California Automobile Insurance Company (Mercury Insurance)The insurance carrier violated CCP section 1280 et seq. and CIC section 2071, as well as the insurance policy, by denying my rights to appraisal. The carrier's reason, "appraisal is not the appropriate remedy for this dispute," is false, misleading, and an unfair or deceptive act or practice to cause me financial harm. The insurance adjuster is being aggressive and using delay tactics to avoid taking responsibility for payment.

  Business response

  10/25/2024

  The carrier has carefully reviewed the insured claim and considered the concerns presented.  The dispute involves policy coverage concerns, which are not evaluated in an appraisal.  This was carefully explained to the insured.   However, the carrier has accepted the appraisal demand and is working on naming its appraiser.  The covered repairs of the claim will be appraised. 
  

• Initial Complaint

  10/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We filed a claim 8/19/2024 regarding damages to our home. They sent an adjuster who priced it $4000 less than the actual workers. He told me to get a plumbers estimate and I did. They sent me a check for $1192 less the $1500 deductible and the estimate was $9000. I called back and he insinuated that my estimate came from a friend who was a mom and pop business. He advised they dont take quotes from our homeboys. This was a reputable company that we found online. They sent out their contracted partner ******* and they quoted around the estimate as my guy. They sent out another company American Leak, and again another Representative from Servpro. After almost two months we are still waiting! Our workers were getting flustered because they thought we were procrastinating. Now the company wont respond to phone calls, emails, voicemails, or texts. I finally got a supervisor who told me it was nothing he could do to expedite it and I will just have to wait. I need this done! I have a hole in my house and I have been unable to wash clothes at home for months. Anything you can do will be appreciated.

  Business response

  10/16/2024

  We utilized the services of an Independent Adjusting firm to inspect the damages to your home and prepare an assessment of the damages. Based on the assessment of the independent adjuster payment was issued to you on September 11, 2024.

  Thank you for your feedback regarding the delays in supplemental review process.
  We received the repair bids from your contractors for review on October 1, 2024. The documentation was provided to the independence adjusting firm that prepared the original estimate of damage for review and consideration. We followed up during the process to expedite the review of the documentation and estimate. On October 16, 2024 we received the revised repair estimate from the independent adjuster and issued a supplemental payment to you in the amount of $4909.71. 

   

  Customer response

  10/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22398210, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Lashawn Stokes
  
   
  

• Initial Complaint

  10/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I was in a car accident and my car was totaled. Mercury paid settlement and issued me a check. I used check on down payment for new car. Added new car to insurance next day. Two days later my new car was stolen and wrecked. Mercury is refusing to pay, claiming they had not closed out the first claim yet.

• Initial Complaint

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  They said they were charging me one premium when I signed up $1443 for 6 months. Then they charged me for an insurance policy that was $2,075 that I wouldve never signed up for. They scammed me out of my money and their business is predatory. I wrote down the premium number they told me on the phone and I have a witness.

• Initial Complaint

  09/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Had this insurance for my home. They auto renewed despite my canceling they my agent. Numerous calls and non responsive. I bought home insurance elsewhere and they refuse to give me my 1486 dollars back. I am contacting the consumer fraud division of Arizona attorney general and seeking damages. My home payment went up to compensate for their thievery.

  Business response

  09/25/2024

  The policy has been canceled per the customer's request and a refund of $1,456.00 was issued on 9/17/24.

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Someone broke into my car and tried to steal it. I found out at 5am the morning of September 13th it is now the 23rd. I contacted the police and filed a report and then called my insurance company to file a claim. They continuing to tell me that my vehicle needs to be inspected by a third party business in ***********, ** (where the incident happened), however I cannot get anyone to actually finish the job so i can have my vehicle fixed. I am a current medical student and i don't want to be upset, but this is putting a lot of undue strain on me and I just want it settled and my car repaired. the police report number is *********

  Business response

  10/01/2024

  We are working with our insured to complete the vehicle inspection.

  We left messages for our insured on 9/13, 9/16 and 9/19

  The vehicle was not at the shop in order for us to complete the vehicle inspection.

  We are in contact with our insured and are working to get this inspection completed.

  Customer response

  10/01/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** **********
  
   
  

• Initial Complaint

  09/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I paid in full the bill for six months, yet I am being hit with a unexpected bill charge.

  Business response

  09/26/2024

  When the policy was written, it was quoted with a multi-policy discount for having both auto and home insurance with us; however, the customer does not have a home policy with **********************; therefore, the discount was removed from the policy resulting in the additional amount due.

• Initial Complaint

  09/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  AVOID BUSINESS with Direct Quote Insurance Services, LLC / ***** *****!I have tried to call their number and get a hold of ***** who gave a quote online for some clarification. I left several messages but never received a response. It wasn't until I mentioned leaving feedback on Yelp and the BBB that they finally returned my call. Unfortunately, my experience with ***** was extremely disappointing. He was rude and unprofessional, even using inappropriate language when speaking to a customer. They seem very creepy and fishy in doing business. It's also clear that customer service is not a priority for this business. Based on all these, I would recommend looking elsewhere if you value professionalism and respect in your business interactions.

  Business response

  09/23/2024

  We reached out to Direct Quote Insurance and spoke to ***** *****. He gave Mr. ***** a preliminary quote. He followed up with an email with a list of items he needed from Mr. ***** to finalize the quote. Mr. ***** called the office; however, ***** was unavailable to take the call and sent another email to Mr. ***** reiterating the information he needed and asked him to respond via email. At that point, Mr. ***** responded using foul language and stated that he would expose ***** on Yelp and BBB. There was also a text exchange in which Mr. ***** also used foul language and at that point, ***** had to advise Mr. ***** that he needed to stop contacting his office because his language was upsetting his staff and if he didn't stop contacting them, ******* office would be forced to contact the police.

  Customer response

  09/23/2024

  I only called his office twice not multiple times and didn't F his staffs at all. I just told his staff to leave him a message to call back but he never call until I said to expose him on Yelp and BBB. He called back then I told him he should be respecting his customers and he said I am not his customer. I told him he should be respecting all customers even I am getting a quote. I didn't even call him multiple time and how could he threaten me for calling cops on my foul language?! Sounds like a kid LOL. He could call 911 if he feels hurt on my F words. See what they gonna say to him. I would need his apology officially!

  Business response

  09/26/2024

  As previously stated, ***** has asked that you no longer contact his office and proceed with securing a quote with another agency.

  Customer response

  09/27/2024

  I didn't contact them since then. I went to other agent now. I am just complaining their business ethics and behavior. The unprofessionalism and bad way of treating customer will also hurt insurer's reputation. I would recommend you take this matter seriously and escalate to your upper management to reconsider the partnership with this agency!

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed an insurance claim for things stolen from my car on May 8, 2024. I have provided all requests that were asked of me. I was told the claim was being investigated. I was then asked for more documents which I have provided. This has been going on over 4 months.

  Business response

  09/12/2024

  On May 9, 2024, you reported a claim to California Automobile Insurance Company (CAIC) for items stolen from the trunk of your car. During initial contact on May 10, 2024, an interview was completed wherein you outlined the facts surrounding the theft. **** representative, ****** ******, was assigned to your file, to assist with the investigation of your loss.  Ms. ****** requested documentation in support of your claim. You are correct in stating that you provided **** with some supporting documentation relating to your loss. Despite repeated efforts, additional information requested has yet to be provided. In order to complete a comprehensive investigation, CAIC requires additional time to complete its evaluation, as allowed by the Fair Claims Settlement Practices Regulations. **** continues to reserve all rights under the policy and applicable law. We will continue to investigate your loss as needed to confirm all pertaining details. As noted, you have a duty to cooperate with us in the investigation of your claim. 

  C.          Duties After Loss
  In case of a loss to covered property, the following duties must be performed either by you, an insured seeking coverage:
  * * *
   5.          Cooperate with us in the investigation of a claim;
   6.          Prepare an inventory of damaged personal property showing the quantity, description, actual cash value and amount of loss.  Attach all bills, receipts and related        documents that justify the figures in the inventory;
   7.         As often as we reasonably require:
                a. Show the damaged property;  

                b. Provide us with records and documents we request and permit us to make copies; and

                c. Submit to examinations under oath and subscribe the same. We may examine an insured separately and apart from the presence of any other insured. 

  We value you as a policyholder and request your cooperation during our investigation to resolve your claim in a timely manner

  Customer response

  09/13/2024

  I provided all of the documentation that was requested. Perhaps check with ****** to confirm. Everything requested was provided. I can provide the email showing they were. 

  Business response

  09/17/2024

  In response to your latest assertion that you have provided all documentation requested, you are correct in stating you have provided documentation to CAIC.  However, in order to conduct a thorough review of all items related to your loss, CAIC requires additional time to complete our evaluation as allowed by the Fair Claims Settlement Practices Regulations. **** continues to reserve all rights under the policy and applicable law. As previously communicated, we are currently reviewing your loss in full based on the information provided to ****. We value you as a policyholder and continue to request your cooperation and patience as we complete our coverage investigation to resolve your claim in a timely manner. 

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a house and had Mercury Insurance. About a year into living at our new house, our garage flooded and it took 9 months and 7 different Mercury agents (they wanted it to be frustrating, so we'll give up, but we didn't) to FINALLY get some money and it wasn't enough. We fixed our roof with the claim and our own money. A year later, they asked for photos of different things (electrical box, under each sink, back yard, etc...). We submitted ALL photos well before the deadline, then we received a letter from Mercury Insurance saying they are dropping us, because we didn't submit the photos or had proof that the roof was redone and they needed to know when the pipes were done as well. They never asked for some of that information and we submitted EVERYTHING they asked for. Even IF they asked some of those questions, we don't have information on when the entire roof was done (we only fixed the leaky garage, which was what we asked for - & spots on the roof), also they asked when the pipes were done after the fact and we don't have that information either. The only reason the house was listed for sale is that the seller had terminal cancer and wanted to move to be closer to family for her last days. She is no longer with us and we have no access to that information. Mercury dropped us, because they asked for impossible items in which they just wanted to drop us for no reason. This should be illegal.

  Business response

  09/18/2024

  A letter was sent to the customer on 7/30/24 that stated that we need 1.Paid invoices confirming the roof, plumbing, heating and electrical systems have been updated. If invoices are unavailable, they may also submit city permits showing replacement work was completed or a current home inspection report completed by a licensed contractor that includes the approximate age and type of each system along with the current system condition. ******** of all exterior sides and yard, including the roof (from ground) and any other structures, photos of all electrical panels, photos of the water heater and under your kitchen and all bathroom sinks by 8/29/24 to avoid non-renewal of the policy. We received the photos we were requesting; however, the photo of the rear of the home was only a partial photo so it is not acceptable. Also, we did receive an invoice for replacement of loose & missing shingles; however, we need proof of when the entire roof on the home was last replaced; not repaired. We did not receive proof for the roof, plumbing or electrical systems; therefore, the policy is set to non-renew effective 12/7/24. 

*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. ↩