ComplaintsforMercury Insurance Group

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mercury insurance denied a claim made against one of their insured who hit me while I was parked in a parking lot ****** the adjuster took two days to come up with a claim being denied. Her insured hit me in my car door while I was parked and exiting my vehicle. ****** the adjuster cited *** section ***** stating that nobody shall open the door into moving traffic or keep the door open and moving traffic because it is unsafe to do so. She however, forgot to mention the rest of the statute theres a whole other half to the statute that applies , she has been very rude short and has not put any time or effort into realizing that her client was in the moving vehicle that hit my car as I was exiting a parking spot. She said she would call my son to get his statement because he was in the car , she never did. She also never asked for pictures of the accident from me. She is solely backing her client because mercury does not want to pay out on my $6000 worth of damage to my car. ****** has not given a fair and adequate determination on who was at fault I have talked to four attorneys who have said that the moving party who hit me is typically always at fault especially because there was no room and no moving traffic to either side of me. We were any parking lot. She has taken such a little timing that she has not even put the correct model of car I have on this paperwork she notes. I have a ************* C 400 when in fact I do not.

  Business response

  09/09/2024

  **********************,
  
  We are in receipt of the Better Business Bureau complaint filed by *********************** relating to the automobile accident that occurred on August 22, 2024, in ***************, ***
  
  Upon the initial report of the claim, we contacted both parties, obtained recorded interviews from each driver and inspected both vehicles involved.There were no independent witnesses to the loss.
  
  **************** mentioned that her son was present; however, his statement would not be considered to be independent.
  
  In the course of our investigation, we reviewed photographs of the scene of the accident as well as images of the scene from ****** maps to better understand the location of the loss.
  
  There is a clear dispute between the drivers regarding whether **************** door was open as our insured pulled into the parking space. Our insured driver says her door was closed when he was entering the space. *************** says her door was open and her leg was between the door and her car.
  
  The vehicle damages when compared to the scene photographs are consistent with a loss that occurred when Ms. ********** was being opened. 

  While we understand **************** concerns, the evidence does not support one partys allegations over another. 

  It is our position that the claim was investigated properly and there was no evidence to support the allegation that our insured was the cause of this loss. The rules of the road are quite clear that the party opening a door is to make sure it is safe prior to opening it.
  
  After re-review, we continue to support our insured and our denial of **************** claim.
  
  Should you have any further questions, please feel free to contact us.
  
  Sincerely,
  Mercury Insurance Company
  
  *********************
  Claims Branch Manager
  **************************

• Initial Complaint

  09/01/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  In June 2024, I used the services of an insurance broker to help me find the lowest rates for auto and homeowners insurance. The broker advised me over a recorded line that the best price for auto was with Mercury Insurance, and they advised me to use a different carrier for the homeowners' policy. On June 28, the broker - who is also a licensed agent of Mercury Insurance - drafted an application for insurance, which included a multi-policy discount for which I was ineligible which I had overlooked. I relied on the expertise of the agent to offer me the best price for which I was eligible. On July 1, 2024 Mercury Insurance approved the application and sent me the offer with the same multi-policy discount in it, and I accepted the offer. I paid the premium in full, and the policy went into effect on July 9, 2024. The insurer had the means and opportunity to verify eligibility for all discounts before the policy went into effect.On August 27, I received a notice that my premium had changed retroactively and that a payment was due. Customer support from ********************************************* is unwilling to consider my dispute for the unjust increase in my premium. I should not be responsible for a mistake made by the insurer.

• Initial Complaint

  08/29/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I do not do business with Mercury Insurance Services nor have I solicited any offers or quotes. But they have conducted a soft inquiry into my credit. I am not sure how they accessed my SSN and who ever authorized them as I have NO existing or past relationship with them.

  Customer response

  08/30/2024

  Hi

  I have not requested ***** Insurance for any quote in the last 6 months . I had contacted them in January 2024 this year for which they did pull my credit report. Since then I have not contacted or requested them to provide me a quote. Nor have I authorized them to place inquiry into my credit report in last 6 months. 
  

  They did an inquiry on Aug 29, 2024. 
  

  I need to know why that was done. 

   

  Business response

  09/04/2024

  Please contact ***** Insurance ************* at ************* directly regarding the recent credit inquiry.

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was driving through my apartment complex, leaving for work when a car pulled out of a parking spot and hit me. It has now been two weeks. The person who hit me has failed to turn in paperwork and their insurance company two weeks later still has not processed any claim or given me any idea on whats going on so I can get my car fixed now I can go through my own insurance but its not my fault, the woman who handles my claim through this insurance company became extremely irritated when I filed the complaint with the supervisor again I have no communication no one is called me back. Nobody has told me whats going on. I turned in pictures diagrams and aerial view. everything two weeks later still nothing no communication whatsoever on what the insurance company is doing , I was told that they have tons of claims that Ill just have to wait. My car is now damaged. The door hardly opens and I can go through my own insurance company, but this wasnt my fault and I have every piece of diagram and pictures and aerial view that show that including the damage, but this insurance company Will not return my call. Will not follow up and Im going to have to go here very soon but again, why should I have to fight with ***** to fight to get my deductible back when they end up going to court to show that this lady was at fault but this insurance company will not help at all or return my call .

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a homeowners policy with Mercury. We have a claim that was initiated on June 11; it has been ongoing for over two months. The entire claim has moved at a snail's pace. Our home is in disarray with many of our possessions stored outside in a "Sturdy Box" in ***** heat. The floor has been in a state demolition now for weeks; progress has come to a halt with no sign of completion. The adjustor (who is 1713 miles away in **) seems to have lost contact and we haven't heard anything in many days. We have been notified four times during this claim only that he will be out of the office for 3-5 days.With the state of our home, there is a strong odor of flooring adhesive present. We suspect that this could be the reason for a mysterious respiratory illness that my wife and I have had (I have proof of *** visit.) She continues to be ill going on two weeks and cannot seem to shed her condition, although I am better. We fear that the ongoing process is resulting in unnecessary charges to our insurance (repeated visits from contractors and rental on storage pod) that will cause our premium with Mercury to increase. If this adjustor is having health issues then we need our project to be reassigned to a more local (*****) adjustor. We have been patient but feel it is now time to move forward. During the last contact with the adjustor two weeks ago, he told us that we are waiting for a match of our flooring to complete the job, but I know (after talking with the contractor that laid the original flooring 3 years ago) that a match doesn't exist--and there is no way it should be taking this long anyway. The remainder of the house needs to be approved for pack up and then completed with new flooring selected by us. When we purchased the home in 2021, we did a "floor to ceiling" remodel that took only three months. This project of a much smaller scope should not be taking this long if everyone is doing their part.

  Business response

  08/21/2024

  On June 14, 2024, you reported a claim for water damage to your home from a plumbing slab leak, with a date of loss of May 1, 2024. However,the claim was re-reported on July 2, 2024, upon completion of our coverage investigation as the actual date of loss was identified as June 1, 2024.  Coverage was afforded for your loss, with the plumbing re-route and mitigation services authorized under this loss. Upon completion of the water mitigation services, Direct Repair Program (DRP)contractor inspected your residence to provide a repair estimate addressing all items needed to restore your residence to its pre-loss condition. Upon confirmation that there was not matching replacement vinyl plank flooring available in the marketplace, the repair estimate was revised accordingly and approved on August 12, 2024.  On August 20, 2024, you confirmed you selected a different contractor to perform repairs. On August 21, 2024, we issued payment to you in the amount of $13,115.60 for the repairs.  Regarding the odor within your home, we recognize the inconvenience that a homeowner's claim presents. However, the Additional Living Expense provisions of your policy owe to address the increased expenses relating to your home not being habitable only. Lastly, we value you as a customer but must respectfully disagree with the allegations that our claim handling has been delayed by the locale of the assigned examiner. Our file confirms ongoing communication from the assigned claims handler throughout the life of the claim. If you require additional assistance, please contact Supervisor *************************. Thank you for choosing Mercury Insurance. 

• Initial Complaint

  08/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have opened an insurance claim using my rental policy as my son had an accident with a car and I filed the claim and the adjuster manipulated the case and tried to decline the claim claiming it is a motorized bike not a normal bicycle, this is not true and the car drive is chasing me asking for a compensation, I have disputed the decision however they are refusing to solve it

  Business response

  08/22/2024

  To Whom it May Concern,

  Regarding Complaint # 68581068885B6

  Please be advised we have reviewed and considered the complaint from ********************* in regard to his claim *************. We had our **************** review his new contentions and we have concluded that our coverage denial is correct.

  ****************** contentions were the e-bike that his son was riding at the time of the loss was not a Motor Vehicle. We disagreed and have provided ************** again with the policy language, which clearly cites the definitions under Motor Vehicle to include: 

  The Policy defines the term Motor Vehicle to include a motorized bicycle
  owned by an insured while off an insured location. In addition, the Policy also defines the term Motor Vehicle to include a motorized land vehicle designed for travel on public roads.

  Although the e-bike was powered by an electric motor it still falls within the policy definition of a Motor Vehicle. 

  We have provided ************** with the appropriate denial letter with Policy Language. If you wish to review the complete denial letter, we ask you please reach out to ************** for a copy since he is the policy holder.

  We believe our coverage position is correct and do not believe this complaint is valid or has any merit. 

  Sincerely,

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

  Senior Claims Manager

  Customer response

  08/22/2024

  this is not a motorized vehicle this is a normal bicycle, the description is a bit of manipulation, I dont believe this is the correct description 

  I would raise it to the next level of escalation through my attorney if not reassessed 

  Business response

  09/03/2024

  Dear BBB Representative,

  Please accept this communication as our response to **************************** request for reconsideration of our prior coverage denial.

  We have reviewed the dispute by ************************ and had our legal team re-review his concerns and our position remains unchanged.

  *************************** son was driving an electric powered e-bike and not a "regular bike" as he has claimed. The e-bike falls under the definition of a Motor Vehicle under **************************** policy and therefore is excluded. We have sent ************************ the denial letter.

  Since ************************ is the policyholder you may want to contact him directly to review the letter. 

  Thank you

• Initial Complaint

  08/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hello I recently set up a policy through an agent for mercury insurance and I paid the policy in full however it appears that mercury wants to charge me an additional ************************************************ full. Theres no clear explanation as to why they did this the only reason it states was change discount! But to me thats not sufficient and it seems that these insurance companies just want to nickel and dime people raising rates left and right even for good drivers and honestly its wrong and honestly its wrong But this 13 dollars needs to be waived I paid the policy in full and the reason they gave is not sufficient

  Business response

  08/13/2024

  The customer was quoted with a digital discount for going paperless. The customer must register for a ********************** account online or through the mobile app and enroll in Paperless Billing and Paperless Policy Documents to receive and maintain the Digital Discount. Our records show that this was not completed by the required date and the discount was removed from the policy causing the $13.00 increase. Our records indicate that the customer has now registered as of 8/12/24 and the discount has been reapplied effective 8/12/24 so a revised bill for the pro-rated amount of $3.00 has been sent to the customer.

  Customer response

  08/14/2024

  the additional 3 dollars needs to be waived if there was a cost associated with paper statements that should have been factored in the amount i paid initially not after the fact i got a quote if i paid in full i elected to have papper statements and that should have reflected in the price i was given why the charge was added after the fact doesn't  make sense and the 3 dollars needs to be waived 

• Initial Complaint

  08/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a new homeowners policy on 6/6/24. The policy required photos of my property be submitted within 30 days, which I did. Mercury acknowledged receipt of the photos and confirmed they were being reviewed on 6/21/24. I received an email regarding an updated bill on 7/23/24, so assumed everything was fine with my policy. On 8/5/24 I received an email notice of cancellation that stated I had until 8/31/24 to find new coverage as they would be cancelling my policy due to the brand of electric panel I have. Although I am willing to begin the replacement process for the panel, my agent advised there is no extension available, even if I had a permit number from the city, which I do have. Due to the turnaround time with our electric company (PG&E) there is no way we can have the work completed before the end date of 8/31/24, which apparently is a known problem.

  Business response

  08/13/2024

  We have reached out directly to ************** and are hoping to work with him to get the acceptable proof showing the work will be completed in hopes of reinstating his policy with Mercury.

• Initial Complaint

  08/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am filing a complaint against Mercury Insurance that I seek your assistance with. What has happened I consider to be an absolute outrage. Their behavior has been reprehensible, as well as libelous and I seek your assistance. It started back in December, 2023. Mercury was ALWAYS late in sending out notices. I will add that I was also highly dissatisfied with their service, frankly is was downright awful. At that point, I switched over the State Farm, whose service has been terrific.My issue NY DMV is showing a 12-day lapse in insurance for both our cars a 2023 ****** Rogue and 2016 ****** Pathfinder. I have solid proof I did pay and had coverage during the questioned times. NY State DMV has put suspensions on our registrations given what shows a 12-day lapse from Mercury Insurance which is ridiculous. I have solid proof that is NOT the case, yet Mercury has the audacity to say that the documents I presented are not from them and fabricated. To say that is an outrage is an understatement. I have attached a document that lays out the details.

• Initial Complaint

  08/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A mercury customer hit my vehicle. Unable to to get a rental car from budget or enterprise. Need a vehicle to get to/from work. We are in August and the accident happened in May. Nobody has time to wait on hold ***** minutes getting to an agent and being pawned off to multiple representatives that say they cannot help. What does one do? We asked about possible Uber reimbursement and was told no. Found ********* auto after hours of calling multiple car rental places WITHOUT SUCCESS. This is beyond frustrating. I was told to do a cash out and I would be given 12 days worth of car rental fees. (The person that hit me had their vehicle in the shop over 3 weeks!)!!!!! I need my car fixed, in the meanwhile I need to get to work. And MERCURY HAS FAILED TI RESOLVE THIS ISSUE. The Supervisor *****/*****??? HUNG UP ON ME AND REFUSED TO HELP FIND A SOLUTION. He was beyond RUDE. This is a HUGE INCONVENIENCE. Mercury Please bring resolution to this complaint. I will now report to the *** AND ESCALATE THE MATTER SO I CAN GET MY VEHICLE FIXED!!!!!!! I need my vehicle fixed ASAP.

  Business response

  08/09/2024

  Dear **************, 

   

  This is in response to your complaint with the Better Business Bureau. An inspection was completed of your vehicle on May 13, 2024.You have been advised that you may have your vehicle repaired when you are ready to do so. You have also advised that you needed a rental for the time your vehicle is being repaired. We offered you a direct bill with both Enterprise and Hertz rental agencies. In a conversation with you on July 24,2024 you advised us that you were on a no rent list with both of these agencies.Unfortunately, these are the agencies that we do direct bills with and can not control their independent policies and procedures as they are separate companies from Mercury. We also offered reimbursement of reasonable rental during the time your vehicle is repaired as well as a cashout for the time frame in which the current approved estimate has for repair time, which is twelve days. You refused both options. As to your indication of the other partys vehicle being in the shop for over 3 weeks, every vehicle is different, damages are different, as well as the repair of those vehicles. These other options continue to be available to you should you wish to move forward. 

   

  Should you have any questions or wish to discuss the matter further, please feel free to contact our office at ************.

   

  Thank you, 

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

  Claims Manager

*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. ↩