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Description

Amica Mutual Insurance Company provides insurance needs for consumers.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Amica Mutual Insurance Company meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Amica Mutual Insurance Company include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 93 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Customer Reviews  are not used in the calculation of the BBB Rating.

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

93 complaints closed with BBB in last 3 years | 32 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 10
Billing/Collection Issues 25
Delivery Issues 2
Guarantee/Warranty Issues 2
Problems with Product/Service 54
Total Closed Complaints 93

Customer Reviews Summary Read customer reviews

28 Customer Reviews on Amica Mutual Insurance Company
Customer Experience Total Customer Reviews
Positive Experience 7
Neutral Experience 0
Negative Experience 21
Total Customer Reviews 28

Additional Information

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BBB file opened: January 01, 1957 Business started: 04/01/1907 Business started locally: 04/01/1907 Business incorporated: 04/01/1907 in RI
Licensing

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Rhode Island Department of Business Regulation
1511 Pontiac Avenue, Cranston RI 02920
http://www.dbr.state.ri.us
Phone Number: 401-462-9500
Fax Number: 401-462-9532
RacingAthleticsInquiry@dbr.ri.gov
The license number is 72222.

Type of Entity

Corporation

Business Management
Mr. Robert A. DiMuccio, President & CEO Mr. Jim Ruegg, Sr. Assistant Vice President Mr. Lew Hassell, Assistant Vice President Sales & Client Services Ms. Emily Kidd, Associate Operations Specialist
Contact Information
Principal: Mr. Robert A. DiMuccio, President & CEO
Customer Contact: Ms. Emily Kidd, Associate Operations Specialist
Principal: Mr. Jim Ruegg, Sr. Assistant Vice President
Number of Employees

200

Business Category

INSURANCE Insurance Agencies and Brokerages (NAICS: 524210)

System Wide Accredited Business

This business's headquarters and business-owned locations throughout the country participate as Accredited Businesses with BBB. This means they support BBB's services to the public and meet our Accreditation Standards. 

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Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    1 Maynard Dr Ste 1104

    Park Ridge, NJ 07656 (800) 762-6422

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    1 Park Pl Ste 303

    Albany, NY 12205 (800) 342-6422

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    1 Research Dr Ste 401B

    Westborough, MA 01581 (888) 702-6422

  • THIS LOCATION IS NOT BBB ACCREDITED

    1000 Town Center Way Ste 100

    Canonsburg, PA 15317 (888) 672-6422

  • THIS LOCATION IS NOT BBB ACCREDITED

    10025 Investment Dr Ste 100

    Knoxville, TN 37932 (888) 712-6422

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    10835 N 25th Ave Ste 215

    Phoenix, AZ 85029 (888) 892-6422

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    13810 SE Eastgate Way Ste 160

    Bellevue, WA 98005 (877) 362-6422

  • THIS LOCATION IS NOT BBB ACCREDITED

    1650 Corporate Cir Ste 110

    Petaluma, CA 94954 (866) 972-6422

  • THIS LOCATION IS NOT BBB ACCREDITED

    2 Independence Pt Ste 200

    Greenville, SC 29615 (800) 342-6422

  • THIS LOCATION IS NOT BBB ACCREDITED

    2 Walnut Grove Dr Ste 230

    Horsham, PA 19044 (877) 672-6422

  • THIS LOCATION IS NOT BBB ACCREDITED

    2277 Plaza Dr Ste 400

    Sugar Land, TX 77479 (800) 532-6422

  • THIS LOCATION IS NOT BBB ACCREDITED

    2443 Warrenville Rd Ste 510

    Lisle, IL 60532 (888) 612-6422

  • THIS LOCATION IS NOT BBB ACCREDITED

    3600 American Blvd W Ste 100

    Minneapolis, MN 55431 (888) 902-6422

  • THIS LOCATION IS NOT BBB ACCREDITED

    5 Chenell Dr

    Concord, NH 03301 (877) 512-6422

  • 600 Southborough Dr Ste 201

    South Portland, ME 04106 (877) 692-6422

  • THIS LOCATION IS NOT BBB ACCREDITED

    6711 Columbia Gateway Dr Ste 410

    Columbia, MD 21046 (800) 682-6422

  • THIS LOCATION IS NOT BBB ACCREDITED

    777 E Eisenhower Pkwy Ste 760

    Ann Arbor, MI 48108 (800) 452-6422

  • THIS LOCATION IS NOT BBB ACCREDITED

    9277 Centre POinte Dr Ste 230

    West Chester, OH 45069 (866) 942-6422

  • THIS LOCATION IS NOT BBB ACCREDITED

    N17 W24222 Riverwood Drive, Suite 130

    Waukesha, WI 53188 (877) 412-6422

  • One Hundred Amica Way

    Lincoln, RI 02865 (800) 242-6422

  • PO Box 6008

    Providence, RI 02940

  • THIS LOCATION IS NOT BBB ACCREDITED

    1 Park Ridge Rd

    Bethel, CT 06801 (800) 772-6422

  • 3805 Crestwood Pkwy NW Ste 400

    Duluth, GA 30096 (800) 282-6422

  • THIS LOCATION IS NOT BBB ACCREDITED

    11486 Corporate Blvd Ste 160

    Orlando, FL 32817 (800) 662-6422

  • THIS LOCATION IS NOT BBB ACCREDITED

    7460 Warren Pkwy Ste 150

    Frisco, TX 75034 (800) 962-6422

  • 10333 E Dry Creek Rd Ste 350

    Englewood, CO 80112 (800) 572-6422

  • THIS LOCATION IS NOT BBB ACCREDITED

    5665 SW Meadows Rd Ste 250

    Lake Oswego, OR 97035 (800) 882-6422

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Additional Phone Numbers

  • (401) 334-4241 (Fax)
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Complaint Detail(s)

4/8/2014 Advertising/Sales Issues
4/1/2014 Problems with Product/Service
3/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company is the insurer of the person responsible for damage to my car and although the insured was cited for the accident and has claimed responsibility, the insurance company hasn't responded to the claim. I spoke with a representative xxxxxxxx more than a week ago and she was very rude to me. I have every right to be made whole in the least amount of time possible and it is the LEGAL responsibility of the insurance company to make that happen.

Desired Settlement: I would like to have had my car repaired in a timely manner and would like to see that this doesn't happen to anyone else.

Business Response: Amica spoke with Ms.xxxxxxon 2/27/14 at 9 am in order to discuss her claim. Her appraisal and vehicle photos were reviewed in order to determine settlement and payment has been issued.

Consumer Response:

 

Amica Insurance did call me as soon as they received my complaint via the BBB and they did finally approve the repair work and mail a check however, it shouldn't have taken a complaint through the BBB to get a response nor should they have sat on this claim for more than a week before approving it. (see original complaint) If the employee assigned to my claim has or had an illness or emergency that prevented them from doing their job, it should have been passed on to another employee to be finalized in the shortest amount of time possible. In addition to this step, I strongly suggest that this company send their employees to a customer service based class to improve said service. No one who has been in an accident, that wasn't their own fault, should have to listen to an employee of the other drivers insurance company deride them for the accident and make them feel guilty for something beyond their control or be told "the accident JUST happened a few days ago, be patient" and have to wait another week to get anything done about it. Unacceptable.

 

 

 

Consumer Response:



Amica has contacted me however, I still haven't seen anything that lets me know that this type of purposeful delay will not happen again; an employees bad attitude shouldn't get in the way of them doing their job nor should they be allowed to intentionally delay an approval on repairs. I truly believe that this company should send their employees to empathy training to fully understand the situation/feelings of the injured party.  
Although my car has been repaired, I picked it up late yesterday, the repairs shouldn't have taken three weeks from the date of the accident when the insurance company had the quote for damages THREE DAYS after the accident. These are the complaints that I had made and Amica has not responded to either.

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had called up to request a quote for auto insurance for myself and my wife- we were told the computers were down and that we had to wait until the following day to receive our quote. 4 days had passed no phone calls or emails to follow up with our conversation or insurance request. I then called up the night before my current insurance will expire and they still refuse to give me my insurance QUOTE and then they proceed to say that I had explained a different scenario regarding the extend of the TYPE of policy I was looking for. They completely showed no concern and showed more disrespect and every possible diversion to NOT give me an insurance quote. This is the worst customer service I have ever felt with before in my life.

Desired Settlement: I would like a follow up email, phone call and money returned for TIME WASTED AND NOT GIVEN A QUOTE and left without being able to consecutively continue an insurance policy

Business Response: On February 17, 2014, an offer of automobile insurance coverage was extended to and accepted by ******* and ******** *********.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/4/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I did comparative shopping for homeowners insurance and settled on Amica for a two dollar per year cost increase but for more insurance they I was currently getting. During the enrollment process the sales representative (**** ** *****) advised me that there would be an external inspection that needed to occur within 30 - 90 days. Soon after enrolling and received a call from a third party inspection service for an appointment to do an internal inspection of my home. I expressed my opposition to have a stranger inside my home and consented to an external survey.

Desired Settlement: That Amica honor what their sales representative conveyed to me. That I would be subject to an external survey of my home. I am sure they can verify the conversations I had with **** ***** through review of audio recordings.

Business Response: After receiving this complaint, we contacted Mr. ***** on February 21, 2014 and explained the need for an interior inspection and apologized for any confusion we may have caused. Mr. ***** has agreed to our interior inspection and we feel this problem has been resolved.

Consumer Response: I have reviewed the response submitted by the business and have determined that although the response does not satisfy my issues and/or concerns in reference to complaint,  I believe I will not receive my desired outcome through this or any other process. Amica did explain to me the reasons for the interior inspection, and that the sales representative misinformed me on what was required by them to insure my home.  I don't agree with their reasoning for the inspection considering I have lived in this home for several years and have made the upgrades necessary upgrades to may my home safe and comfortable. I have agreed to the inspection but will be actively looking for another agency as soon as possible.    I understand that by choosing to accept the business response that my complaint will be closed as resolved.

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Refused to pay for damages to my vehicle after one of their clients ran into the side of my car.They paid for part of it wouldn't pay for everything. They stated that the damage was done previously. A ******* dealer and body shop disagreed stating that the damage was done in the accident. The claims adjuster lied about the state of the vehicle.

Business Response: Thank you for advising us of these concerns. We have looked into this matter and we are attempting to contact the involved party to discuss their concerns.

Consumer Response: 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. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have asked Amica to remove me from their junk email list. The have not honored my request and keep filling up my mailbox with their garbage.

Business Response: We have removed Mr. ********* from all future mailings.

Consumer Response: 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. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have held a homeowners and auto policy with the above name insurer for more than 20 years. At no time have I ever filed a loss complaint with this company until August 9, 2013, for damages to my home due to a hail storm that occured on August 4, 2013. The severe storm had caused damage to the exterior of my home, which was the siding and trim coverings, and the roof covering. The roof has sustained the most damage which is now allowing rain water to leak into the interior of the home. In addition to my home, other properties in the area such as the neighboring school had also sustained damage to the roof covering. Since my complaint with my insurer, I have received numerous refusals to cover the damages and eventually they canceled coverage on the home. I then hired a independant adjuster whom attempted to mediate the loss, but was also unsuccessful. ***** ************ ****** ****** **********

Desired Settlement: I am asking that the insurer cover full replacement cost to the roof, exterior siding and trim, which estimates were provided by my independant adjuster. Also to include the independant adjuster fee for service. Reinstate policy on home and to be settled asap.

Business Response: To Whom It May Concern:
 
            We are responding to the complaint *** ****** filed with the BBB, which we received on January 20, 2013.
 
            We first insured *** ******’s home on July, 28, 2007.  On August 9, 2013, *** ****** reported that there was wind and hail storm damage to the roof of his house and garage, as well as some interior water damage, as a result of a storm on August 4, 2013.
 
            Our inspection revealed no evidence of wind or hail damage to either roof.  The roof on his house was in an advanced state of disrepair due to wear and tear, for which coverage is specifically excluded in the policy.  We wrote an estimate to repair the covered interior damage which was sent with a check to ******** ********** ***, whom *** ****** had hired to assist with his claim.
 
            Our first notice of possible siding damage was on October 11, 2103.  Although communication with ******** ********* has been sporadic, we continue to work with them.
 
            *** ****** has also requested that we reinstate his Homeowners policy.  We cancelled this policy because of our concerns with the maintenance and condition of *** ******’ home.  Specifically, the roof appears to have been allowed to deteriorate into poor condition over a very long period of time.  Under these circumstances, we are not in a position to offer reinstatement of the policy.
 
If you have any further concerns, please feel free to contact me.
 
                                                                                                Sincerely,
 
 
 
                                                                                               

Consumer Response:

 

[ The roof was functionable prior to the hail storm that occured on above said date.  The roof may have shown signs of aging, but there was no water seepage into the home prior to the hail storm and since then it has caused water to inter into the home in several locations.  If this is their final response to addressing the matter of my concern, then I intend on taking legal action.]

 

 

 

Consumer Response:

Better Business Bureau:

 

[ Once again my statement to the insurer is that the roof is aged but was functional prior to the hail storm, since the storm it has compromised it to where it is now leaking and I was originally asking for a percentage of the coverage due to the age of the roof.   Also the indepentent adjuster that I hired has been having a difficult time with the insurer adjuster in resolving the matter of the siding and trim of the structure. ]

 

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My auto insurance premium increased around $1000 for 2014 and I contact Amica agent online inquiring the reason as a ten-year old customer. The chatting started at Jan 5, 2014 8:48:15 PM EST and ended at Jan 5, 2014 9:26:12 PM EST and an agent named ******* *. 'help' me. Due to my wife's recent ticket and the change of policy, the increase is somewhat reasonable to me. But the ******* *. become impatient and start to write something as below:'******* *.: Well you mentioned you increase the coverage as well. Whenever we increase coverage we do have to charge more. I am showing over the course your policy on the last term the premium increased $535. When we make changes during the policy term we do everything pro-rated. When the policy renewed we would begin charging for the full policy term with the new coverage.******* *.: Does that make sense?******* *.: If you'd like we can look at adjusting the premium and seeing if we can lower it. We do certainly appreciate you business, but equally we have to charge for what we consider to be more risk, as well as higher coverage.'So I close the chat immediately and think about changing my insurance company due to her rudeness and impatientness. If she is tired with her job, she should change to another new position.

Desired Settlement: This agent should email and call me to apologize for her rudeness. Her manger should 'make more senses' to change her current position. Just a suggestion of course.

Business Response: We have been in contact with Mr. ***** to discuss his concerns, and are working towards a resolution.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/18/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had Amica Automobile Insurance for about two years until I canceled it in about July of 2013 because they even though I paid the premium (policy # ***********) in full through the ******* office they kept trying to collect more from a credit union account I did not authorize or keep funds in. I paid the second year premium what I was told by an agent was the full amount out of my checking account on line banking. Much later I discovered that there was one month premium due because they thought they had the authority to debit it, and that was they tried to debit from the other account. I called many time trying to find out what they were trying to debit for and they could not tell me. Of course there was $25.00 NSF fund charged each of three times = $75.00 total. They had my phone number and email address so why did they not call me and I would have sent the amount from my on line banking. They also tried to eliminate safe driver discount when it was still good but they did reverse that.

Desired Settlement: I would like for them to send me the $75.00 that they caused me to pay for three NSF fees. I had called and made every effort to find out what they were trying to debit for and no agent could tell me. Amica advertises low rate but I now have a MUCH better policy with Nation Wide Insurance for a lot less cost. I am a low income widow so it $75.00 is not a small amount to me.

Business Response: In January of 2012 Ms. ****** provided Amica with a signed authorization agreement to pull funds from her banking account for premium payments. Ms. ****** requested premium payments be taken in full at the start of each policy period. On November 16, 2012 Ms. ****** contacted Amica to request we change the payment schedule from pay in full to installments. After her policy renewed we realized we needed to remove the pay in full discount which resulted in an additional $24 premium. We attempted to reach Ms. ****** to advise of the increase in premium on three occasions via telephone and once by letter between January 09th and January 18th when we processed the change.
 
On January 07, 2013 we attempted to pull the first installment of $123.10 which was returned by the bank citing insufficient funds. We make two attempts to pull installments. On January 22, 2013 Ms. ****** contacted us to advise she had paid the original policy premium of $1,231.00 in full. Unfortunately when she contacted us the handling representative did not notice the additional premium of $24 that would be billed before the policy expiration. Because Ms. ****** made a large payment the next installment was not pulled until October 07, 2013. She contacted us on that day to inquire about the additional $24. A supervisor attempted to reach Ms. ****** on five occasions via telephone until October 23rd when contact was made and we were able to explain what had occurred with her account. Ms. ****** requested cancellation of the policy via email effective October 24, 2013. Upon cancellation an unearned premium check in the amount of $255 was issued to Ms. ******.  We invite Ms. ****** to contact to discuss further should she have additional questions.
 
In regards to the safe driver discount; Ms. ****** received a discount for the defensive driver course she took in November of 2011 for two policy periods: ********** and **********. She received notice of the need for a new certificate in October of 2013 when we were preparing for her January 2014 renewal.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/13/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received a letter from Amica dated December 17, 2013. The letter states that we owe a past due amount of $56.28 that was due November 17,2013. The current amount due by 12-17-2013 is $132.80. There is a service charge of $3.00. The total amount on this bill says we owe $192.08. I paid amount of $70.00 on Dec 16 2013, and another amount of $70.00 on Dec 17 2013. This leaves me with a balance of $52.08 due. Today Dec 31 2013, Amica told me that I now have a past due amount of $122.08 and that the $140.00 that I paid went towards the past due amount only. This makes no sense at all. When I spoke to Amica tonight the person I spoke to refused to give me his Badge ID number which under Federal Law I have a right to as a consumer. He told me his name is ******* *****--Dept. Acct. Manager of the Northeast Region. He told me he is going to hang up on me and insisted he does not have a badge ID number to give to me. He refused to resolve my issues and told me Amica is in the "right" with the billing. I then asked if I were to cancel my policy today December 31, 2013 would I receive a monetary difference if I cancel my policy. He told me I would receive $67.00 credit, paid to me by check. How do I have a $67.00 credit due to me if I cancel if he is saying I am past due on my payments. Amica does not know what they are talking about and I have the bill in front of me to prove that all we owe is $52.08 to be up to date. I would like this resolved and his customer service is unacceptable saying he would hang up on me and saying"Iam not giving you my badge ID as I do not have one, and I don't care if you don't believe me that's your choice."

Desired Settlement: What we received in the mail from Amica, and what Amica is telling me on the phone are two totally different things.

Business Response: Amica maintains a 10-installment payment plan for our policies, and our policies are one-year in duration.  In relation to the December 17, 2013 billing statement for the aforementioned policy, at the time that bill was issued the total premium due was $192.08.  This amount represents the sixth installment of $135.80, plus $56.28, which was the delinquent amount still owed on the fifth installment originally billed on November 17, 2013.  At the time that the December 17, 2013 bill was issued, the referenced policy was in cancellation status for non-payment, which was set to be processed effective 12:01 a.m. on December 31, 2013.  Subsequently, a payment was made on December 18, 2013 in the amount of $70.00, which removed the policy from cancellation status but did not remove the policy from delinquent status.  The $70.00 payment made of December 30, 2013 satisfied the $56.28 still owed on the fifth installment, and the remaining $13.72 of the payment was applied to the $135.00 owed for the sixth installment.  The balance for the sixth installment was thus reduced to $122.08.  On December 30, 2013, another bill was issued which included the seventh installment in the amount of $132.80, a $3.00 service charge, plus the $122.08 delinquent amount still owed on the sixth installment.  Since no payment has yet to be received for this bill, the total current amount due as of January 2, 2014 is $257.88.
 
With Amica, the first payment for a policy is due at inception of the policy, so essentially premium payments are due in advance of the insurance coverage that is eventually provided under the policy.  Premium paid prior to the coverage actually being provided is called unearned premium.  Using the January 1, 2014 requested date of cancellation as an example, the unearned premium for that effective date of cancellation is calculated to be $67.00.  So, as it currently stands, if the policy were cancelled effective January 1, 2014, $67.00 of unearned premium would be returned.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/1/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Amica insurance File number - *********** ; Date of loss 09/13/2013. Agent represented: * ***** ****** Claims Department. Amica insured is client Mr ****/ Dodge Ram truck (Number plate : *** ****) hit ****** at stop sign while crossing the stop sign along with her daughter to go to school. MR ****'s representation is done by AMica as the insurance co. AMica came home and asked questions and details of accident. Initially they said they their client may be at partial fault but later they refused that their client is at fault while client agrees that he is at fault. This accident by Amica's client has costed us ER visit for all night and followed by multiple Physical therapy visit to get the treatment. We followed up with AMica representative with questions and to understand the their decision. They have refused to answer any rationale. They changed the decision twice. They wanted everything from us either recorded or in writing but they are not willing to give us anything in writing or recorded. According to their non recoded non written explanation, if their client hits a person crossing the red light, his obligation is to see only on left for incoming traffic so it is not their client's fault to hit someone crossing the road at the stop sign but they are not willing to give this in writing or willing to pay for the ER

Desired Settlement: Looking for AMica representative to answer all the questions and settle the ER hospital bill and physical therapy bills.

Business Response: Better Business Bureau XXXXXXXXX XXXXXXXXX Complaint Number:   9837059 Complainant:   ****** ******* Date BBB Claim Filed:    December 11, 2013  Date of Loss:   September 13, 2013   Dear Better Business Bureau: We are in receipt of the complaint filed by Mrs. ******* and we appreciate the opportunity to respond.  As indicated in her complaint submission, Mrs. ******* was dissatisfied with our denial of her bodily injury claim that she was presenting as a result of an accident that she was involved in with our policyholder. Upon receipt of the claim and notification of the accident, we conducted a thorough and complete investigation. We conducted interviews with all parties involved, photographed and visited the accident scene, reviewed the vehicle involved, and considered the applicable rules of the road. We determined that our insured was not primarily liable for the accident and we promptly communicated our decision to Mrs. *******. Upon receipt of the complaint filed with the Better Business Bureau, we contacted Mrs. ******* and discussed her claim and concerns in detail with both she and her husband. Although there remains considerable question regarding who is responsible for the accident, we have discussed the situation with Mr. and Mrs. ******* and we have agreed to discuss a compromise and resolution to this claim. We are in the process of collecting additional medical information regarding the injuries suffered by Mrs. ******* and we hope to have this matter concluded in the very near future. We believe our handling and investigation was thorough, complete, and proper, but we are also pleased that we have been able to work with Mr. and Mrs. ******* to allay their concerns and establish a plan to help bring their claim to an amicable resolution in the near future. Please feel free to call me should you wish to discuss further.

Very truly yours,      
****** *******    
Branch Claims Manager  
Amica Mutual Insurance Company
******************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/18/2013 Problems with Product/Service | Read Complaint Details
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Complaint: House was robbed in June 2013, Filed report with Rhode Island State police August 8 as soon as I discovered the problem, Contacted Amica, Provided all receipts, serial numbers, dates, times, Etc. They are dragging the entire process out, and expect me to do all the work!! not to mention that they don't even cover the high value items that were stolen. Now they expect me to meet with their attorney and provide privacy invading items, such as my Bank Account records, tax returns, credit card and cell phone statements... what the hell does this have to do with my house being robbed???? They are so incompetent, they weren't even able to get a copy of the police report, and expect me to drive an hour away to the State Police records department to get it myself!!

Desired Settlement: I want them to honor the agreement, do the job they have been paid for, and to stop victimizing me again.. I have never needed to file a claim with an insurance company, and I really hope that this experience is not the normal process.

Business Response: To Whom It May Concern:  Thank you for alerting us to the concern that our insured has voiced to the Bureau.    We have reviewed the subject claim file in detail and note that our investigation into the circumstances surrounding this theft loss is ongoing.   At all times, we have been proactive, consistent, prompt and diligent in our efforts to investigate this matter and respond to our insured’s inquiries.   In accordance with the standard provisions in his insurance policy, we have asked our insured to “provide us with records and documents we request” and “submit to an examination under oath.”  We anticipate that he will provide us with the requested records and attend his examination in the near future.  In so doing, he will allow us to complete our investigation and analysis of this claim. We will continue to make reasonable, timely and persistent efforts to respond to this claim.  Rest assured that we have always been and continue to be open to discussing our policyholder’s concerns directly with him and would encourage that he contact us should he so desire. Thank you.

Consumer Response: 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.

The wording on the policy, of course is in the benefit of the issuer.. I HAVE SUBMITTED SERIAL NUMBERS, RECEIPTS, A TAPED STATEMENT, AND WHOM I BELIEVE WAS THE CULPRITS... And I am NOT going to resubmit all the same **** again... you don't even cover a tenth of what was taken, so *** is the problem??Not sure why I have to go through even more aggravation dealing with incompetence from a third party ( which I really look forward to that meeting.. these ***** are going to get a piece of my mind!) hopefully this message finds someone with an IQ above 65 that can handle the situation.. I am NOT going to tolerate any more of your insinuations... I see where this is going, and I don't appreciate it.Looking forward to our meeting, I will be sure to bring coloring books and crayons to keep your employees occupied.... This whole process is a nightmare, and I am whole heartedly telling everyone I meet how deceptive Amica Insurance is.. got 4 people I know so far to dump your sorry *****, Next is every conceivable social media outlet, Consumer complaint website, Attorney generals office, and web forums. Disgusted FORMER customer  

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: November 20, 2013Dear BBB,I am enclosing a letter that explains my complaint against AMICA insurance Company. I am seeking$1000. from AMICA toward the replacement of my family room walls from panelíng to sheetrock.Please read attached correspondence. My email address is: *******************.Thank you for your attention to this matter.Sincerely,******* *********November 20, 2013**** *******Associate ExaminerState of ConnecticutInsurance DepartmentPO Box ***********, CT **********RE: File #******Dear Mr. *******,I received your response to my complaint against AMICA Insurance in which you indicate that there have been no clear violations of CT Insurance statutes or regulations based upon the erroneous letter of September 10, 2013 sent to you by ***** ********, Assistant Branch Claims Manager. l contacted AMICA today, November 20, 2013, to cancel my policy and ask for a refund of prepaid premiums. I spoke with **** ******* and provided an effective cancellation date of 12/10/2013, which is well in advance of the February expiration date for my homeowner's policy with AMICA. l felt it necessary to cancel my policy after Ms ********’s response to my complaint. I also felt it necessary to take the time to respond to your letter dated November 4, 2013 and AMICA’s letter from Ms ******** dated September 10, 2013.Referencing Ms. ********’s Ietter, I never said, nor could I ever qualify, that my home sustained damage due to the weight of ice and snow. That was the reason I contacted my insurance company; so they could determine whether or not I quaiiñed for assistance to tix my home which clearly had changed over the past year after the 38” of snow Woodbridge experienced. It was, in fact, their adjuster who was quick to identify the cause and immediately issue a check for my living room and dining room. He talked about multiple causes including water, ice dams, and the weight of the ice and snow. Repeatedly he said that both the sagging of my deck and the separation of the wall and ceiling in my family room were related; and both related to weather, This was clearly not relayed to Ms ********, or perhaps it was and it is her misinterpretation that is recorded in her response. lt was only after AMICA's recommended contractor came out and said this could be a huge claim, with rooting and siding needing to be replaced, did AMICA suddenly put a hold on the family room. I did not "request the engineer to report to my house the next day." When told l would have to have an AMICA connected engineer come out to my house to determine the cause of the damage, l asked to have one come out as soon as possible. I work full-time in *******, and home is about 45-50 minutes away. l was in the parking lot of a store after work when l received a call out of the clear blue sky that someone was going to be at my house within a few minutes. Again, Ms ******** claims AMICA "was fortunate to Find another engineer who was able to accommodate the insured's request." Not true at all. On top of that, I was told repeatedly I needed to use this man who worked for a company used regularly by AMICA, and that if l brought in my own structural engineer, they would neither pay for him/her nor accept any of his/her recommendations.When Ms ******** says that "we initially paid for the interior cracking under the assumption the damage was due to the weight of the ice and snow as reported by the insured, but the damage was actually a construction defect as later determined," she is actually incorrect. AMICA paid for my living room and dining room ceilings at the recommendation of the adjuster. lt was his determination that those ceilings had both cracking and evidence of water spotting during his very first visit to my home. In fact, the gable roof over those two rooms is constructed and supported properly. I submitted photographs to you to that effect.I did not "then request we replace her roofing system." I did ask for the report from the structural engineer and asked for recommendations to Fix the structure above my family room ceiling. The reason for my request, which came after months of investigation and communication with AMICA and their affiliates, was because the contractor they recommended to do the repairs said he would not do the repairs without a detailed report on how to fix the problem, and that information needed to come from a structural engineer.After going back and forth with the adjuster, AMlCA offered to paint the ceilings in my family room; the room with a gap between the ceiling and the wall, the room with nail pops coming through the textured ceiling that they had the contractor document with photographs, and the room with thin molding along the ceiling that had separated from the wall. lVls ******** continues, "She is now requesting coverage for us to tear out her walls to see if there is mold." On the first visit the adjuster made to my home when he said AMICA would pay for the living room and dining room ceilings due to evidence of ice dams and water damage, l expressed concern about mold. | was most concerned in the room with the most damage; the family room. The contractors told me they wanted to remove a section of the paneling where the damage was to check for mold. They later told me, as did ****** himself, that AMICA would not allow any section of the wall to be removed because they might not be able to put it back the way it was. So, no one ever checked for mold. l wonder how Ms ******** can state, "there is no indication there is mold in the home." Quite a statement to make knowing the home was never checked for mold, even though the homeowner asked that be done.What I DID ask AMICA to do was replace the walls in the family room following their approval to replace the damaged ceiling. What I DID say was that no reputable contractor would install a new sheetrock ceiling and tape it to paneled walls. I also said that the molding in the room was so thin, it would not cover the tape and compound. l was assured by ****** that the contractor could in fact tape sheetrock to paneling and not get it in the groves, so they were going to refuse my request. Since then, l have spoken with others in the field of construction, including a project manager for Turner Construction. All emphatically said you do not tape a sheetrock ceiling to paneled walls.Upon hearing of the rejection, l asked what my options were and AMlCA's adjuster suggested I could write to you. Hence, my packet of documentation and supporting details.Ms ******** states, "This home has structural flaws that we were not aware of at the time of the policy inception (which was in 2010). We have notified our underwriting department of the condition of the home. lf they find it appropriate to non-renew this policy, it will be in compliance ..." l also was unaware of any structural flaws in my home. The home was built in the early 19605, A certificate of occupancy was issued to the first owner. l am the third owner. l have never gone up in my attic to inspect it. However, I did have a home inspection at the time of purchase as required by the bank. The home passed that inspection. My attic is not used and has never been used for storage because the only way up is through a small hatch in the ceiling of my closet that does not have any stairs. Ms ********'s implied message is upsetting and disturbing. I have paid my premiums to AMICA promptly for over 10 years. There was no deception as Ms ******** implies in her statements. In addition, l find her statement about notifying the underwriting department of the condition of my home to be indicative of a threat to non-renew.Finally, I know you were provided with supporting documentation from AMICA, and NIS ******** states theses materials are "for complaint purposes only. We request that you treat them as privileged and confidential material not to be sent to others." l find that statement interesting since I sent an email to AMICA as an FOI request months ago. I was provided with minimal information. Am I to understand there is information pertaining to this case that was withheld and hidden from me? Am I within my legal rights to have access to the materials and information they provided you and asked you to protect fromothers?In closing, I found your response to be a summary of what AMICA provided to you in their letter. i do not feel that you addressed my concerns. l asked for $1000 towards the replacement of my walls for the reasons stated in my previous letter and because of common construction practices.I look forward to hearing from you again regarding this unfortunate situation.Sincerely, ******* *********cc: Better Business Bureau****** ******, Attorney General

Desired Settlement: see Attached document

Business Response: Better Business Bureau Our Insured:  ******* ********* Your File #:   ******* Our File #: ***********     To whom it may concern:   Your email of October 25, 2013 has been forwarded to me for review and response.    On March 12, 2013 our insured made an online report which noted “As a result of the snowy winter, and this past storm, I noticed my family room ceiling pulling away from the wall, the corner of my dining room ceiling cracked, and my deck sinking on one side as well as the railings damaged all from the large amounts of snow and possible water damage.” We inspected the damage to Ms. *********’s home.  At the time of our initial inspection we agreed to provide coverage for the ceiling damage as we attributed this damage to ice dams/weight of ice and snow but explained to the insured we need to further investigate the damage to the deck.  We have paid $7168.42 for the ceiling damages we agreed to at our initial inspection.  We continued our investigation under a Reservation of Rights and had an engineer inspect.    The engineer inspected and concluded the following:   ·         The insured’s residence did not sustain damage due to weight of snow/ice. ·         The failures reported were due to improper design and/or construction. ·         The displacement of the deck was due to earth movement caused by an improperly sized footing not situated below the frost line ·         The bulge in the sidewall is a construction defect that rendered the gable roof unstable and susceptible to excessive movement at the intersection of the exterior wall and the ceiling due to unrestrained rafter thrust.   We advised the insured coverage is not afforded for faulty construction, settling and earth movement.    We have confirmed with DRM, a local contractor, that the walls do not need to be replaced to facilitate the repairs to Ms. *********’s ceiling.  We are unable to consider her request to remove the existing paneling and replace it with sheetrock or to remove the walls to check for the presence of mold.  If new information becomes available that would require the walls being replaced due to a covered cause of loss we would be happy to re-inspect and determine if coverage would apply.   Lastly, we have made no threat to non-renew Ms. *********’s insurance policy with us.    Please contact me at the number listed below if you have any questions or require additional information.  

Very Truly Yours,
***** K. ********,
CPCU, AIM, AIC Assistant Branch Claims Manager
Greater ******** Office
Amica Mutual Insurance Company  
*******************
###-###-#### X*****

Business Response: Better Business Bureau Our Insured:  ******* ********* Your File #:   ******* Our File #: ***********     To whom it may concern:   Your email of October 25, 2013 has been forwarded to me for review and response.    On March 12, 2013 our insured made an online report which noted “As a result of the snowy winter, and this past storm, I noticed my family room ceiling pulling away from the wall, the corner of my dining room ceiling cracked, and my deck sinking on one side as well as the railings damaged all from the large amounts of snow and possible water damage.” We inspected the damage to Ms. *********’s home.  At the time of our initial inspection we agreed to provide coverage for the ceiling damage as we attributed this damage to ice dams/weight of ice and snow but explained to the insured we need to further investigate the damage to the deck.  We have paid $7168.42 for the ceiling damages we agreed to at our initial inspection.  We continued our investigation under a Reservation of Rights and had an engineer inspect.    The engineer inspected and concluded the following:   ·         The insured’s residence did not sustain damage due to weight of snow/ice. ·         The failures reported were due to improper design and/or construction. ·         The displacement of the deck was due to earth movement caused by an improperly sized footing not situated below the frost line ·         The bulge in the sidewall is a construction defect that rendered the gable roof unstable and susceptible to excessive movement at the intersection of the exterior wall and the ceiling due to unrestrained rafter thrust.   We advised the insured coverage is not afforded for faulty construction, settling and earth movement.    We have confirmed with DRM, a local contractor, that the walls do not need to be replaced to facilitate the repairs to Ms. *********’s ceiling.  We are unable to consider her request to remove the existing paneling and replace it with sheetrock or to remove the walls to check for the presence of mold.  If new information becomes available that would require the walls being replaced due to a covered cause of loss we would be happy to re-inspect and determine if coverage would apply.   Lastly, we have made no threat to non-renew Ms. *********’s insurance policy with us.    Please contact me at the number listed below if you have any questions or require additional information.  

Very Truly Yours,
***** K. ********,
CPCU, AIM, AIC Assistant Branch Claims Manager
Greater ******** Office
Amica Mutual Insurance Company  
*******************
###-###-#### X*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/9/2013 Billing/Collection Issues
12/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Per my insurance policy, I have roadside assitance included in the event of a mechanical breakdown or the likes. My car broke down on Thursday, 11/7/2013. I called Amica requesting roadside assitance that morning as my vehicle was stuck in an underground parking garage. The garage was not accessible without my opener I had to stay home from the office that morning to wait for a tow truck to arrive. As a result of a substantital amount of miscommunication on Amica's part (ie; they probably sent about 5 or 6 flatbed tow trucks, depsite my repeated instructions to each rep I spoke to, to send a truck that would have clearance into my parking garage (flatbed tow trucks sent did not). My vehicle never made it to the shop that day and I lost 7 hours of missed wages on 11/7 as a result of their inability to follow my repeated instructions. At one point, I was even told that the car had been picked up, only to go back down to the parking garage to see that this was not true. After spending the entire day and evening trying to resolve the situation to no avail, I asked the last representative I spoke to that evening to schedule tow truck pick up between 6:30 and 7am on Friday morning (11/8). I recieved a call around 5:45am in the morning (far earlier than requested & incidentally waking me from much needed sleep) that the tow truck had arrived. It was finally sent off to my body shop and I subsequently had to take the Friday 11/8 off to organize a rental car for the weekend, after being informed the vehicle would not be fixed in enought time for me to pick it up that day. The car could have easily been fixed within a day, had Amica's roadside assitance program delivered what it promised on 11/7. On Thursday evening 11/7 and Friday morning 11/8 I asked that a complaint be filed with Amica's corporate office, and was told that this complaint had been submitted to corporate and I would recieve a phone call from Amica within 4 business days to discuss the issue. It is 11/18 and I have yet to receive a phone call from Amica regarding the roadside assistance debacle I endured and the lost wages and cost of rental car I was forced to rent for an entire weekend as a result of the delay in appropriate service promised over and over again by Amica's roadside assistance program. I imagine all these phone conversations were recorded, I'm more than happy to submit a copy of my phone records, as well as my timesheet from work and the rental car receipt, that Amica can see the amount of times I had to call them to ensure they did not send yet another tow truck that didn't comply with the clearance staus of my parking garage. I imagine my requests to file a complaint on 11/7 and 11/8 were also recorded. I was told they were however I have yet to hear from Amica regarding this complaint. If a company rep tells a customer they will receive a phone call within 4 business days to resolve a situation that arose as a result of their poor service, I would expect that promise to be delivered. I called to inquire, I have also sent a follow up email asking why I have not received any communication on the part of Amica. No response as of today.

Desired Settlement: I would like to be reimbursed, either via credit or payment w/ check for lost wages and rental car purchase needed due to the the delay in service. I lost 11 hours of wages as a result of this incident. I am happy to provide all and any documentation needed to prove this. I also had to pay for a rental for the weekend. I would like to be reimbursed for both. I would also like some kind of communication from the company as promised. I don't udnerstand how a major corporation can make promises with regards to attending to the needs of their policy holders, and not deliver on those promises. This is more than unacceptable from a customer service stand point. I would be appalled if I ran a company who's representatives and employees blatantly lied to their customers.

Business Response:    We are in receipt of the on-line complaint filed by our above named policyholder.  She was unsatisfied with the response she received following the breakdown of her vehicle and her subsequent attempts to get the vehicle towed to a repair shop.             I spoke to Ms. *************** on November 20, 2013 and apologized for her inconvenience.  After we had the opportunity to investigate, we determined that her complaint was valid and have agreed to reimburse her lost wages and car rental            expenses.  I confirmed with her on November 20th that this was an acceptable settlement and she was pleased with our response to this issue.  We consider this matter to be closed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/25/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Dear BBB,  I had Amica Auto Insurance for 3 years. This year I have decided to switch insurance and cancel my Amica Insurance. Even though the Insurance policy was stopped, I had sent my customer Representative ******* ******* my declaration of insurance from ***** (proof of switching company), Amica continues to bill me for $251.62 of unpaid balance. The invoice states that it is a "Premium Due on Cancelled Policy". I have always paid my insurance is full. I'm not sure why now I have decided to cancel the policy, that they would charge me a penalty fee.

Desired Settlement: I would like the "Premium Due on Cancelled Policy" charge of $251.62 removed.

Business Response: We have resolved Mr. ***'s issue.

Consumer Response: 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. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

10/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Enclosed is a copy of a letter I sent to a Mr. ****** ****** in reference to an accident he had with my son. I believe it is self explanatory and hence the basis of my complaint against Amica insurance. Mr. ****** has since contacted me. He seemed very understanding and recognized my position. He advised me to contact Amica to discuss it with them. He was totally professional in his discussion with me. As you see I am an Insurance Agent and I do take matters like this very seriously. Many customers have a very negative opinion about insurance companies and the industry in general, in great part due to situations such as mine. In 35 years I have dealt with many different Insurance companies and have been involved in many different types of negotiations. On very few occasions has it come to a point where I feel additional follow up is necessary. While I understand "low balling, tactics, I find the facts of no documentation, the insistence that the burden of proof of value is on me, and a further offer of no documentation, truly unprofessional. It is definitely no way to conduct, "Better Business" and lends credence to the negative opinions of those consumers. If you wish to discuss this matter with me in more detail please feel free to contact me at the above number. THank you for your attention to this matter. Very truly yours, ***** * ******, CPCU,CIC

Desired Settlement: correct and documented value of the loss offer 8775.00 w/ no documentation refused by consumer second offer by Amica 10,953.00 w/ no documentation requested settlement $12800.00

Business Response: “This correspondence will serve as a response to the complaint submitted by ***** ** ****** that we received on September 24, 2013. Prior to receiving notice of Mr. ******’s complaint, we had resolved this matter directly with him to his satisfaction. He reports that he is pleased with this resolution. We unilaterally and categorically deny any and all “low balling, tactics” allegations by Mr. ******. Amica acted responsibly in the handling of this claim. Please feel free to contact me directly if you have any questions or require additional assistance concerning this complaint”

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/27/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: They took my money from my bank account and have failed to return it after repeated lies they have. mailed it only to get convienently lost in the mail..These people are liars.

Desired Settlement: They will pay me 1,820.00 for the lies and they hassle of having to ask and wait for my own money..these guys are crooks.

Business Response: On August 2, 2013 Mr. ******** contacted Amica to cancel his automobile insurance effective August 6, 2013. We cancelled his policy as requested and a return check in the amount of $260.02 was issued on August 7, 2013. It was mailed to the primary address we have on record. Mr. ******** contacted Amica on August 16th advising that his check had not yet been received. During that conversation we confirmed with him that it had been issued and that it was being mailed from our corporate office in Rhode Island. On August 20th we spoke with Mr. ******** and assured him that if it was not received by the following day, we would issue a stop payment on the current check and reissue a new one. We confirmed with Mr. ******** on August 23rd that the check had not yet been received, so the file is currently with Accounting for them to issue a stop payment today and reissue Mr. ******** a new refund check.

Consumer Response: 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.  

Business Response: We are willing to overnight the reissued check, or electronically refund Mr. ********’s account. We have left a message with him and are waiting to hear back on which method of payment he prefers.

Consumer Response: 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 state settlement amount...anything less than 1,820.00 dollars is unacceptable. Amica insurance has not been truthful in our communications.They have repeatedly lied to me in regards to my refund. They first said it was mailed on the 8th of August..That was a lie.I was then told it was mailed on the 13th which means it was ready on the 7th as staed in first response and it sat in a basement for 5 days before being mailed and convienantly lost in mail. The amount I am owed is 1,820.00. Nothing else is acceptable    

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contracted Amica auto insurance service for one year, service from 06/12/12 to 06/12/13. I paid the amount in full for that year. After the contract has ended, it keeps billing me for a service they are no longer providing. I paid for a full year of service as indicated on the contract so I requested them to stop sending me those bills since they are not legal under the contract.

Desired Settlement: Amica to recongnized the contract was for one year only as stated on the contract, and stop sending bills.

Business Response: This customer first started an auto policy with Amica on June 12, 2009.  Since then, his policy has automatically renewed each year.  Our policy language states:  “The named insured shown in the Declarations may cancel by:  Returning this policy to us; or Giving us advance written notice of the date cancellation is to take effect”.  Although this customer did call in on June 3, 2012 to pay his policy in full, there is no documentation that he requested to cancel his policy upon expiration.  Therefore, his policy automatically renewed on June 12, 2013 as it had for the past three policy periods.  This customer’s renewal declaration was sent to him on April 13, 2013.  He was cancelled for non-payment on July 29, 2013.  He has been receiving notices requesting a payment of $69.42 to cover the time that we insured him from renewal inception, June 12, 2013, to date of cancellation, July 29, 2013.  If this customer is able to provide proof that he was insured with another insurance carrier effective June 13, 2013, we would be happy to backdate his policy cancellation and he will stop receiving bills.

Consumer Response: 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.  Additionally I will send a copy of my present insurance to Amica demonstrating I have been insured since the time period in question, just to clarify I called Amica office ~3 weeks before policy expired and indicated my intention not to continue with policy at the end of period. Regards, **** *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/21/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called Amica on July 27 through a *********** representative to cancel my car insurance policy. This policy was quoted through me, signed up by me, and paid by me solely for over a year (my husband's contact information was NEVER even included on the profile). My husband and I are in the middle of a divorce and I wanted to separate my car insurance policy from the remaining policy (3 cars total). I was told by the representative my policy would be cancelled effective immediately and they were aware I was switching to ***********. (I went through *********** since I had called Amica previously and they refused to separate my car and start a new policy since two of the cars were in both mine and my husbands name - Not a State of ******* requirement.) I hung up completely under the impression that the cancellation went through and I started and paid *********** for the new policy. I also notified my husband I cancelled the car insurance and that he needed to get his own insurance. 6 days later my bank account was debited the full premium amount for my original policy (my car and both of my husband's cars) with Amica sending my bank into negative and costing me additional money in bank fees, a bounced check, and the cancellation of my renter's insurance because I did not have the funds in my account. On top of this, I have two children that live with me and I am not able to buy food or toiletries! I called Amica immediately and was told they will not separate my account until my husband is notified and approves the cancellation. This was the first time they told me they would not cancel my account. They did not even have my husband's contact information and never tried to contact me to get it. I gave them both his cell phone and work number. Two days later I contacted my husband and told him what happened and asked if they had called him - they still had not contacted him, even after knowing they had put my bank account in the negative. My husband called Amica and told them to cancel the policy, they said they would send him some papers to sign to approve the cancellation. They never told me paperwork was needed to be signed to cancel the account - furthermore, I WAS THE PRIMARY on the account, why would they need his signature and not mine? I called back after I had this conversation with my husband and told them that they had been contacted by my husband and he confirmed the cancellation, how come my bank account had not been credited? They told me they had to wait for him to finalize his new policy. I was then informed that the refund check would have both my husband's name and mine, and it would be mailed to him directly. My husband never paid Amica a dime during the entire length of the policy and the refund should go to me solely. When I argued my position I was told, "your lawyers will have to decide how to split up the refund check." I called my husband back explaining that he would be getting my refund and he was as upset as I was that Amica was not working with me. My husband called Amica again to tell them to issue me a refund while he worked on coordinating his new policy. He was THEN told that they could not (would not is more the correct term here) cancel the policy until he and I separated our names from each other's vehicles. My car is in both of our names, and one of his cars is in both of our names. Amica refuses to cancel the policy, even though both my husband and I have requested a cancellation, until we go through the DMV and strike each other's names off of the title. I can't even put into the words the frustration and downright anger I have over this company's intentional acts to block a policy cancellation and to keep funds that are NOT authorized. I have placed a stop payment with my bank, however, 6 days later, I have still not had this issue resolved and my account still sits with a negative balance. I will NEVER recommend this company to anyone!

Desired Settlement: I want a full refund of the last payment, a refund from when the account should have been cancelled (July 27), plus the bank fees associated with this loss. This company's greed and oversight are beyond comprehension!

Business Response: On June 24, 2013, Ms. ******** notified us of her pending divorce and expressed interest in separating the insurance policy.  We informed Ms. ******** that in divorce cases, we are required to speak to both parties prior to proceeding with changes. In addition, we noted two of their vehicles were jointly titled thereby requiring ownership transfers to separate and initiate new contracts.  Ms. ******** indicated Mr. ******** was unresponsive in handling the title transfer so she would be speaking to her attorney and calling us back.
 
On July 26, 2013, Ms. ******** contacted us via teleconference with a *********** agent on the line. She stated that coverage was no longer needed for the 2005 Chrysler Pacifica as she now insured this vehicle with Progressive.  At the time, we were unable to process this request since the vehicle was co-titled with her husband. Our representative advised Ms. ******** that she would note her request and forward it to the local branch for handling. We were unsuccessful in our contact attempts to Mr. ******** due to invalid phone numbers. On August 2, 2013 we sent Mr. ******** a letter requesting a call. In the meantime, there was an electronic bill draft to Mrs. ********’s account.
 
On August 7, 2013, we spoke to Mr. ******** and he confirmed the policy change. This was processed effective July 26, 2013 in accordance with Ms. ********’s request.  It is important to note that Mr. ******** did not give us authorization to process a policy cancellation. There is still an active account in both names since they have a jointly titled vehicle.
 
On August 8, 2013 we reached out to Mrs. ******** and confirmed the 2005 Chrysler Pacifica was removed from the policy. We also discussed divorce handling procedures and the importance of protecting the interest of both parties. As a courtesy, we reversed the bank draft from her account. In order to satisfy the fees associated with the overdraft, we told Ms. ******** to provide us with a copy of the bank statement which shows the overdraft charges.  We were clear that <fee> reimbursement would be issued via check in the name of her and her husband since they are the Account owners. We also advised the premium change to remove her vehicle was not going to be issued via check, that amount would be credited to the premium balance and spread amongst remaining installments.  Ms. ******** stated affirmatively that she understood. 
 
Matters related to the existing account are still being resolved. However, in good faith we reimbursed the account draft as a courtesy to Ms. ******** and future premium installments will be billed directly.
 
We trust this information satisfies your request. Feel free to contact us if any additional information is needed.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I moved to ************ from ******* and registered an auto policy in **. I was billed for one year of auto covered and immediately paid it in full. I did not get reimbursed for the time remaining on my ** auto policy. I called and asked for the refund, and the customer service advocate assured me that I would receive it. I called Amica a second time, they confirmed that a note was on my account that I wanted a refund, they apologized, and they assured me that my refund will arrive soon. The following day I received a voicemail that I would get my refund soon. It's been a week and I still don't have my refund. The refund is a lot of money, it's over $1,000, and I really need that money. I did good by the business by paying them immediately and in full. I like Amica and I'm disappointed, almost heart broken that I have to come to BBB to get this refund. Probably the last company I'd ever expect to have to complain about. It's about the money. I need that check for my family. And it's a lot of money.

Desired Settlement: Please immediately refund the remaining time left on my ** auto policy. Please do not contact me anymore regarding this issue. I do not want any calls or emails apologizing. I just want my money.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

8/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Amica Insurance is cancelling my automobile policy for no valid reason except for the simple fact they are retaliating against me for filing complaints against them with the ohio insurance commission and the BBB. Amica claims they are cancelling because I have high claims record. but yet its been over a year since there was a claim. The at fault accidents which they claimed triggered this were 1. my dad was pulling the boat out of the garage and scratched the side of the ********. 2. i was pulling the ******** out of the garage and scraped a telephone pole. It's not as if I hit anybody, killed someone, or had any type of injuries or caused injuries or had one single major accident. When I called clint daily (supervisor) and asked if my accidents were that bad why they didn't cancel my policy over a year ago when this happened? He had no plausible answer. This is clearly unprofessional and an out right retaliation because of complaints I have filed against the company. I also have a ****** ***** that is covered by Amica that I drive everyday and Have never had an incident or accident. Please investigate this matter.

Desired Settlement: I want my policy continued.

Business Response: Please refer to the attached non renewal letter we have sent recently to Mr. ********.  We have cited the adverse development of Mr. ********’s loss record as the reason for our non renewal.  Specifically we have paid for claims he has submitted to us for losses occurring on September 30, 2010 and June 5, 2012.  We did not take action on his August 2012 renewal due to the Ohio insurance regulation requiring that we have the right not to renew or continue coverage only at each second anniversary of the policy’s original effective date.  Since Mr. ********’s original anniversary date is August 25, 2009 the earliest date on which we could take renewal action after the June 5, 2012 loss would be August 25, 2013. In addition, even if we could have taken action in 2012, the June 5, 2012 was not closed until August 21, 2012 which did not allow for enough time for review and compliance with the required 30 day advance notification to Mr. ******** according to Ohio regulations.

Consumer Response: 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.

Hey Amica,   Did you really just admit to the BBB that you knew for 14 months that you were going to cancel my insurance but you never once told me and lead me to believe everything was fine and kept collecting my premiums every month? HELLO!! That's called fraud. You just admitted it in writing to the BBB. Furthermore, I guess I'm going to have to explain to you why we (the consumer) pay insurance. We pay our premiums so if an *ACCIDENT* happens you will *COVER* the loss. Do you cancel life insurance on people who have paid it all their lives once they turn 90 years old because you figured the customer won't live much longer and then you won't have to pay? Do you think Blue Cross and Blue Shield cancels health insurance on their clients once they have gone to the emergency room a couple time? Seriously, I would love to hear your answer. Did you check with your legal department before you sent that response to the BBB. It's public record now. Answer my questions! From: ***** ******** ***********@yahoo.com> To: "************@insurance.ohio.gov" <************@insurance.ohio.gov>  Sent: Tuesday, July 30, 2013 4:36 PM Subject: Fw: Let ***** help cancel your prior insurance policy Dear Ms. *******,   Today I decided to check into finding new insurance since Amica was cancelling my policy because I filed a past complaint with The Ohio Department of Insurance. ***** was the first one I called. ***** informed me I had an EXCELLENT insurance score and driving record. Furthermore, ***** stated my claims history recorded was perfectly normal. ***** Immediately offered me a policy at half the cost Amica charges.   This is proof beyond a shadow of a doubt that Amica is discriminating against me and only cancelled my policy for retaliatory reasons. Please add this to my complaint. I have an appointment with our family's attorney tomorrow. I would like to know if you can  serve as a witness when my complaint is finalized? Please add this e-mail to my complaint.  

Business Response: In our previous response we cited the adverse development of this customer’s loss record as the reason for our non renewal.  

Consumer Response: 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,Please refund all the money I have paid you in the last 14 months. I feel this is fair considering you have known you were going to cancel my insurance that far back. Upon You agreement and arrival of my refund from you all complaints with the BBB/Ohio Insurance Commission will be dropped and and the matter forever closed.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company's insured hit my car on May **, 2013. A police report was filed (*******, with the *********, MO police department re: ***** in the office and Officer *******). The insured immediately claimed fault, and this was supported by the report filed by Officer *******. My claim was denied by ***** ******, a representative of Amica, who has ignored repeated attempts made by me and the ********* police to contact her regarding my claim. The reason given for the denial of the claim is that they have not received the police report.The damage done to my vehicle is $2,665.63, as assessed by Amica's appraisal of my car. The car's driver's side door is inoperable. I own my own business and cannot advertise on my car because the entire driver's side is dented and scratched and looks absolutely terrible. This is causing a loss of revenue as well as unneeded stress.

Desired Settlement: I would like the Amica insurance company to deal with this matter and fix my car, or send me a check for the assessed damage so that I can do it myself. I believe, due to the absolute silence on the end of their representative, ***** ******, that they are hoping to ignore me until I go away. The insured was admittedly at fault, as she drove right into me and i could not avoid her, and the police report Amica has requested and should have received several copies of by now clearly reflects this.

Business Response: “To Whom It May Concern:  The complaint filed by Mrs. ****** ******** has been brought to my attention to address.  On May **, 2013, our policyholder and Mrs. ******** were involved in an auto accident in *********, MO.  Upon notice of the claim on May 22nd, Amica Mutual Insurance started our investigation and ordered appraisals on both involved vehicles.  On May 30th, Ms. ****** in our office advised Mrs. ******** by correspondence that the appraised damage to the vehicle was $2,665.63 and that presently we were unable to make an offer as our investigation was not completed. 
 
Please be advised that Amica Mutual Insurance has never “denied” Mrs. ********’s claim nor are we ignoring her. On June 21st, an Amica representative returned a phone call from Mrs. ******** and left a message advising her that we were still awaiting the police report.  From our review of records, we have not received any other phone calls or communication from Mrs. ********.  Nor have we received any phone calls from the ********* Police Department.
 
We received the ********* Police report on July 5th and had additional discussions with our policyholder as well.  On July 22nd at 12:20 PM CST, prior to becoming aware of Mrs. ********’s complaint, an Amica representative left a message for Mr. & Mrs. ******** advising them that we had completed our investigation and that we were accepting 85% of the negligence for this accident and a check for 85% of the appraised damage to the vehicle, $2,265.79, was being mailed to them.  This payment for $2,265.79 was mailed to them on July 22, 2013.”

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was at ****** Florist on route *** in *******, MA and a pedestrian hit my car with his shopping cart and left the scene without even leaving a note. I have a witness to this event. A representative from Amica was sent out to diagnose the damage to my car. There were several scratches and dents ion my front fender. The representative assured me that they would remove the fender, spray paint it and replace it as soon as possible. They later called me and denied me the payment of my claim. This was followed up by a letter dated July 2, 2013.

Desired Settlement: I would like to have what the representative promised me: to have my fender removed, spray painted and replaced as soon as possible as Amica assured me they would.

Business Response: “Mr. ***** reported to Amica that the incident in question occurred when he was utilizing a plastic shopping cart from a local flower store in their parking lot. At that time he momentarily let go of the cart which subsequently rolled into Ms. *****’s vehicle impacting the passenger’s side of the front bumper. Mr. ***** informed us that this slight impact did not result in any damage to the ***** vehicle. Amica’s thorough investigation included obtaining statements from both involved parties, appraising the ***** vehicle, visiting the scene of the incident and reviewing the shopping cart in question. There was no damage observed to the passenger side front bumper and Ms. *****’s ascertain that there were “several scratches and dents on my front fender” are unsupported. The preponderance of evidence supports the fact the claimed damage did not result from the incident involving our insured on the date in question. As such, Ms. *****’s property claim was denied.”

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i ******** ***** have full coverage with amica ins policy number *********** on 4/8/2013 i car was involved in an hit and run accident i called the police to report that someone hit me i filed the police report that day i then called my ins co as i was advised to do.claim number *********** amica sent out an appraiser who determined that my car was totaled once i received the email that the car was totaled i called amica they said that they were sending out in investigator to take a recorded statement which was weird to me i have never heard that before but i was told that was the process that i had to follow if not i would be considered non-compliant and the claim would be closed so i met with the investigator and provided a recorded statement once i provided my statement amica then wanted a recorded statement from my sister *** ***** who was in the car with me and i was told if they did not get her statement i would be considered non-compliant and the claim would be closed so she provided a recorded statement on or about 6/10/2013 i was called by an accident re-constructionist telling me that at amica's request he needed to come take pictures of my car which i did not understand the appraiser already took pictures of my car back on 4/12/2013 so i called amica back to ask what was going on i was then told if i did not allow the pictures to be taken by the re-constructionist it would be considered non-compliance and the claim would be closed so i allowed him to take photos of my car on 6/28/2013 i called amica back to see what was going on it's going on 3 months and nothing has been done for my car i was then told that they sent my claim to their lawyer and now i have to give a statement under oath and if i don't i will be found non-compliant and the claim will be closed i don't understand why all of this is happening and amica won't give me answers i thought car ins was to help you if something happens to your car well something happened to my car someone hit me and took off now i'm being treated wrong i pay my ins bill every month on time i don't think this is right what they are putting me through

Desired Settlement: i would like amica to do what is right the appraiser they sent said my car was totaled so i want them to replace my car as their coverage indicates.

Business Response: “Ms. ***** reported to Amica that her vehicle was sideswiped by an unknown vehicle as she was exiting the highway. As part of Amica’s review of her claim, Amica commenced an investigation into the loss. The investigation warranted the request for an Examination Under Oath (EUO) from Ms. *****. The file was referred to our counsel to conduct the EUO of Ms. ***** for which she is bound to appear due to contractual requirements under the Massachusetts automobile insurance policy. The EUO is scheduled for August 1, 2013.  Once Amica’s investigation is complete, to include obtaining the results of Ms. ***** EUO, we will contact Ms. ***** with the findings.”

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/28/2013 Problems with Product/Service
6/29/2013 Problems with Product/Service | Complaint Details Unavailable
6/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently signed up with Amica Insurance for homeowner's insurance, umbrella coverage and for my vehicle in early May 2013. I filled out all the forms and they approved me for coverage with one concern - that I rent to students that attend the ******* **** Institute for one-to-two month periods. I screen these renters very carefully and they sign a lease agreement. They also obtain their own renters insurance. These renters are mature people who are dedicated to learning this special technique and are not "off the street." (like Craigs List, or college students at ** *******) However, Amica has come back and said that their underwriting department has decided that this is too risky and they are going to cancel my insurance June 18, 2013. Not only is the unfair, this is discrimination. I was honest enough to tell them that I have renters. Why am I being penalized for telling the truth? How many liars are out there, Amica? What you don't know will hurt you. Their reasoning is, "we are a conservative company and we don't cover short-term leases." No exceptions? I guess the people they insure have no risk?

Desired Settlement: I was not notified with enough time to get new insurance. I feel that the way they handled this was DISRESPECTFUL of my time and energy. I'm extremely disappointed in the way they handled my cancellation. Amica does not deserve the No. 1 rating with Consumer Reports. They cherry pick their insured. My desired outcome? What, I'm going to get refunded the balance of what I paid? I've been hugely inconvenienced. They don't care about making me happy. All they care about is their bottom line.

Business Response: We apologize for any inconvenience. Unfortunately, we were not aware until after the policy was issued that this home provided short term rentals. Once we became aware, we contacted Ms. ****** immediately to confirm the information. It was explained that transient rentals to students is beyond the scope of our underwriting guidelines. It appears, however, that Ms. ****** was misinformed as to the date the cancellation would take place. June 18th is the last date we can send notification. She would have 30 days to replace her coverage. Please let us know if we can provide any additional information. 

Consumer Response: 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.

The information regarding my rental was provided to Amica along with my application so they had to have known before they issued the policy. They made their decision after accepting my application, therefore, their decision is unfair, unreasonable, and discriminatory. They've reneged on a guarantee of coverage.  

Business Response: On Friday June 14th, we spoke with the insured regarding her policies. We clarified that June 18th was not the date of cancellation; it was the date the cancellation notice would be mailed, per state insurance regulations.  We apologized for any misunderstanding regarding the date of June 18th and assured her that coverage was still in force.  We also explained that at the time the application was taken, we had not fully developed the rental exposure present in her home.  Once the exposure was developed it was determined we were not in a position to offer coverage.  The insured now understands our position more fully and is working to secure coverage with another carrier.  

Consumer Response: I have reviewed the response submitted by the business regarding complaint.  I'm not happy with their decision to cancel me - however, I do understand they have strict guidelines on their policy holders. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

5/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have AMICA"S homeowner's insurance. We had a lot of water damage in December due to a water heater. We found out about the problem on December18th because we had been out of town. We immediately filed a claim with AMICA. They owe us approximately $10,000, some of which dates back to expenses incurred on December 28 and December 29 for a hotel. We have submitted our bills many times but they have not mailed us the check. I believe that waiting for four months for money owed to us is unacceptable.

Desired Settlement: We need to be paid the money that is owed to us.

Business Response: Dear Sir/Madam, 
I am writing in reference to complaint # ******* (*****) and my prior e-mail submission of May 8.  We have completed our review of the documentation which was provided to us by Ms. ***** on May 6.  We issued additional payments to the *****’s on May 8 and 9 under the following coverages:
 
Coverage A (Dwelling) $762.50
Coverage C (Unscheduled Personal Property) $7686.11
Coverage D (Additional Living Expense) $1338
 
As the repair process moves forward, we will continue to work closely with the insureds to ensure this matter is resolved in a timely and proper fashion.  Please let me know if you need any other information.

Consumer Response: 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.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

5/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On April **, 2012, my vehicle, a 2005 ****** ****** was in a collision With another vehicle that was insured by Amica. AMICA policy # ***********, @**************. The police report from *** ******, Texas ***** Case# 2012-******** Clearly shows the driver of the Amica policy holder was at fault By failure to yield the right of way. Within the first week Amica sent and adjuster to estimate the ****** damages. There was a email existing dent cause by the ****** owner 3 months prior to April 2012. That dent was located on the left driver side front upper part of quarter panel. The dent is approx. 8 inches in diameter . AMICA Adjuster was informed about the existing dent and that the owner of the ****** was in the process of Saving for the deductible that would be needed to file a claim but that no claim had been file. The option to pay out of pocket for the small existing dent would out weight filling against The ****** insurance, since 2 estimates collected by ****** owner quote between $909-$1,013. This was noted and understood by the Amica adjuster so that the adjuster would only appraise the front End damages to the ****** by the Amica policy holder alone. The adjuster verbally said the Amica would have no issues paying for the front end dam age and not the existing dent on the right side front quarter panel . A couple of weeks later Amica called the ****** owner and said they would not pay due to An existing claim. The owner called and spoke to Amica and clarified that there were No existing or pending claims on the ******. That the small dent would be taken care by the ****** owner and that only the front end damage is Expected to be paid for by Amica, the policy owner of the driver at fault. The owner has since gathered 2 pairs of quotes for the 2 separate areas damages to the ******, area-1 caused by the ****** owner 3 months prior to the April 28th, 2012 accident with the Amica policy holder accident, and area-2 damages caused by the Amica Policy Holder for failure to yield right of way to the ******. Area-1 estimates quote the following repair amounts : ****** Auto repairs $1,013.81 for small dent on left front upper quarter panel . Done's Collision Repair repairs $ 604.25 Area-2 estimates caused by Amica policy holder to front end of ****** ****** ****** Auto repairs $1,932.29 ***** Collision Repair $ 2078.48 AMICA refuses to pay anything! I am frustrated and only want the front end damages monies to repair the front end damage caused By the Amica policy holder who was at fault! I expect no more and no less of the ***** Collision Repair estimate Of $1,932.29 I have have sought legal advice pro bono to help me rescue this With out Subrogation as the only means to get my ****** fixed. The ****** owner will get area1 fixed, but area-2 is Amica's responsibility. Until I am paid for damages to my ****** ****** caused by the Amica policy by Amica, I hd them as a irresponsible, high risk, auto insurance who hold the practice Of refusal to pay their clients claims, and forcing Subrogation at the cost of the non at fault Auto owner impacted by the Amica Policy holder who was at fault. *** ******** ***

Desired Settlement: Repair my ******'s front end damages caused by the Amica policy holder who is at fault. A check for the sum of $1,932.29 made out to *** ******* *** Owner of ****** ******.

Business Response: April 9 , 2013

Better Business Bureau
290 Donald Lynch Blvd Suite 102
Marlborough , MA 01752-4705

Our File number ***********
Our Insured: ********
Date of Loss: 4/**/12

To whom it may concern :
We received complaint # ******* , on April 1 , 2013 , regarding the accident noted above . This letter will serve as a response to Mr. *** *******'s concerns. 

This accident occurred when our insured attempted to make a left turn in front of Mr. ******* in an intersection that was controlled by a traffic light . Our insured and Mr, ******* both had a green light .  The claim was initially reported to us on May 16 , 2012 by Mr. ******* . We obtained our insured's statement the following day . We inspected Mr. *******'s vehicle on May 23 , 2012 . Noted from our staff appraiser indicate that Mr. ******* acknowledged that he had pre-existing  damage to his front bumper. 

We attempted to contact Mr. ******* on May 24 , 2012 in order to get his version of the loss details . We were unable to speak with him and left a message . We did not get a return call from him , 

Based on the available information at the time , out investigation determined that the claimed damages were not related to the accident with our insured . We invited Mr. ******* to contact us to further discuss our decision . We also asked him to submit any information / documentation he may have that may change our position . 

Mr. ******* contacted us September 14 , 2012 . We informed him of the basis of the decision . We received a letter of representation from Mr. *******'s attorney and spoke with the attorney on February 7, 2013 . The attorney faxed over estimates of damage for Mr. *******'s claim , which we received on February 7 , 2012 . Mr. ******* , through his attorney , made himself available for a statement to confirm the details of the loss n February 27 , 2013 . 

We have further reviewed this matter and are attempting to reach Mr. *******'s attorney to reach an agreed figure for the property damage that is being related to the accident . we will issue payment once an agreement is reached .  We hope to reach a resolution to this claim in the immediate future . Please let me know if you require additional information ,. 

The supporting information and materials that we are providing are for complaint response purposes only . We request you treat them as privileged and confidential material not to be sent to others . This request does not apply to items that are public records.

Very truly yours ,
****** ******* , CPCU
Branch Claims Manager
Amica Mutual Insurance Company
800--242-6422 , Ext *****
********@amica.com

Consumer Response: 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.

The Amica insured driver , failed to yield the right of way with both lights lit green at the intersection and is  indisputably at fault! So sayeth the Police Report.The previous damage to my ****** was on the left side fender ,Not the left bumper.The Amica adjuster should have represented the correct information in his report to Amica(Whitch I have no copy of, and should have recieved one)I am loosing money daily ; as I am selling my ****** to a dealership. The retail value is $12,000.After I fix it, I will be lucky to get $10,000 for it, because of addition mileage since the accident; April 2012, attorney time, and the car has aged another calendar year since the accident without being fixed due to Amica's delay tactics and subjugation practices.Just pay up and I will close this BBB complaint in the same amount of time that Amica comes to their responsibilities. My network of Social sites will soon be getting wind of how Amica had dealt unfairly with this whould situation.This type oif delay from Amica is not the first and it won't be the last, but I will not be treaded upon by this company.Thanks

Business Response: This matter has been resolved.

Consumer Response: 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 Company owes me a complete explaination as to why, I had to hire a lawyer to force the issue of payment.What went wrong with its clains process? I want to understand the real problem. I anticipate leaving my complaint open, until the damages to my vehicle are fix(i did recieve a check for $ 2, 078.48)And for the same amount of time it has taken me to get something from this Amica insurance. The accident orrured on 4/2012, i recieved a check on 04/20/2013 approximately 1 year after the incident.So, When I recieve an acceptable explaination, and 10 months have expried from now 04/28/2013, I wiull then consider the matter resolved.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/1/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I went to Amica in May of 2011. The rate was $130 per month. With violations on my record they gave me a good rate. Then the renewal came and they raised my rate to $200 with no reason. I always had trouble getting a hold of the gal that I thought was my agent. No one could give me a straight answer. then they tried to bill me for some other charge of $275 plus the increase. I did get someone on the phone and they said I was being increased for being a slow payer. I spent hours trying to get this resolved. I had two violations coming off my record. I told them if they did not return my rate to what it was I would find a new company. I did go to Progressive and got a rate of $110 per month for better coverage with $500 deductible. Now of course Amica is trying to bill me for more charges. this has been one of the worst companies to deal with. ** ****** rated them as the best company. I think they are terrible. They would not give any good reason or put anything in writing. They never notified me of this increase or why. Very disappointed. Plus still on going battle about the bill. I have reported them to the Insurance Commission in Minnesota.

Desired Settlement: Dismiss all allegations and credit my account to .0.00 balance. With an apology. I have a clean driving record and should not have to pay such outrageous rate!!!!

Business Response: RE: Complaint# *******                                                           

Dear Sir or Madam:
This letter is in response to your request from April 17,2013 to respond to a complaint lodged by our Minnesota customer *********.                                                                                               

The customer has complained that Amica raised his renewalpremium and added an additional charge of $275. A main contributor to Mr. ****’s renewal premium increase that was inhis control was his poor payment record with Amica.   Specifically, every payment he made waslate, or he did not make the payment at all. The $275 additional charge on his renewal policy he refers to was infact $271.80, and this was the unpaid balance of his prior policy that he stillowed, which carried over to his renewal policy premium.  We had discussions with Mr. **** regardinghis rate on October 18, 2012 and on March 25, 2013; during these conversationswe explained in depth the factors that were impacting his rate.  The customer has also indicated that Amicanever put anything in writing as to the reason why his bills seemed to beincreasing.  We sent him a letter datedAugust 28, 2012 explaining the $271.80 balance due from his expiring policythat was being transferred to his renewal policy.  In addition to his regular bills, we sent him14 delinquent notices and 7 cancellation notices.  After reviewing our Accounting records, wehave found that our billing and cancellation notifications were in line withboth our business practices and the guidelines set forth by the state ofMinnesota.   We regret that, despite the fact that we have connected withthe customer to discuss this matter, that he still remains unhappy withAmica.  After reviewing our records, wedo not find that we have made any errors with respect to his policy rating orbilling.  We trust this informationsatisfies your request, and that we have acted in accordance with fair andethical business practices.  If there isany other information we can provide with respect to this request, please donot hesitate to let me know.                                                                                                                               

Sincerely,                                                                                                                                                                                                                                                                                                                    
***** *******, CPCU                                                               
Branch Manager                                                               
Amica Mutual Insurance Company                                                         
********@amica.com                      

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have an existing auto insurance policy with Amica. On Dec 1, 2012, I moved from one town to another (both in MA). When I called Amica telling them my address change, they told me they need to increase my premium right away because of the move, which they did. But nobody told me that I might be eligible for a lower commute mileage credit. Recently I figured out that I'm actually eligible for a lower commute mileage credit. So I called Amica customer service in local office. They agreed that I'm eligible for such credit. But they claimed that due to their system set-up, they can't offer me such credit until late this year when I renew my insurance policy. What I don't understand and can not accept is that they increased premium due to my move (immediately!!!), while then found an excuse - an internal system set-up to refuse to give me a credit that I'm eligible. So their system is basically establisheh only in favor of their business performance, not for customers at all? After I failed communicating with local customer service, I tried to contact Amica national customer service. A lady answered my phone call, telling me that her team doesn't handle this kind of issue. She told me she made note and would ask another team to give me a call back, which they never did.

Desired Settlement: As I said, they have already increased my premium back to Dec 2012. So I would like to get credits on "lower mileage" since then. Again, it doesn't make sense due to the same reason (my move), they could increase my premium at one hand, on the other hand refuse to give me credits that I'm eligible due to a limitation of internal system set-up. I feel like they only care about their business, not customers' interests.

Business Response: We have made a number of attempts to resolve this situation. Please see below:

-11/27/2012: Insured called in to advise of pendingmove, new mailing address
-12/5/2012: Insured called in to update address onauto policy. Premium increased due to move.
-3/15/2013: insured called in to discuss AMD.Explained that we need supporting data, per MA regulations, to add discount.Checked registry information; verified insured did not qualify for currentpolicy term but would on renewal.
-3/27/2013: Called insured to discuss complaint.Explained how auto policy address must match location she lives due to stateand motor vehicle registry regulations otherwise penalties could apply.

Explained that 1 year of supporting data, per MA regulations, is needed toapply AMD and upon 5/2013 renewal she would qualify based on currentinformation. Insured still not satisfied.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Policy lapsed, and the company renewed without authorization. I complained, but they insisted on charging me a prorated amount. When I refused to pay, they sent it to collections.

Desired Settlement: I would like a refund of the unauthorized $21.16 they charged me and sent to collections. Furthermore, I would like my credit record cleared.

Business Response: DearSir or Madam:
OnOctober 16, 2012, Amica issued and mailed Ms. **** her renewal condominium(HO-6) insurance policy, #***********. The effective date of the renewal policy was December 19, 2012.  Our insurance policies automatically renew,and we purposely mail the renewal policy two months in advance of the renewalso that a customer may advise us if she does not intend to renew thepolicy.    Wereceived a call from Ms. **** on January 19, 2013, after the policy had alreadyrenewed, advising us that she no longer needed her condominium policy.  At that time, we advised her that we wouldcancel her policy effective January 19, 2013. Therefore,Ms. **** is being billed appropriately for the period of time during which herrenewal policy was active and we were providing coverage, which was December19, 2012 through January 19, 2013.  Thenet earned premium for that time period is $21.16. Pleasefeel free to contact me directly with any additional questions or concerns.

Consumer Response: 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.

I did not receive the documentation that the policy would be renewed that the company says it sent two months prior to expiration.

Business Response: Amicahas made the decision to backdate the cancellation of Ms. ****’s Condo (HO-6)insurance policy to the effective date of its renewal, December 19, 2012.  Therefore, no premium is currentlyoutstanding and Ms. **** has been made aware of this fact.

Consumer Response: 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.

Thank you for resolving this in a speedy manner. I did send a check for $21.16, which was cashed. How will this be handled? Will a refund check be issued?

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

3/25/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My account is ********. The background is that I have had Amica Insurance since 2006 and have been carried under Amica my whole life through my parents. In 2012 I moved 1 mile down the road into a larger house. When I moved, I had my new insurance quoted to me. The quote was accepted and I was told that I would have the same coverage that I currently have on my plan. More recently, I added two watches to my account. In the addition to my account, I received a letter that states my coverage. The letter stated that my hail deductible increased form 1% to 2%. This change is a bait and switch which this insurance company practices. Shortly after my policy was granted, I was notified that they were increasing my premium substantially from what was quoted. Amica has NEVER let me know that they changed my policy terms. The two people who I talked to confirmed that I was not told about the switch. I was told that that is how it is and there is nothing that I can do. They talked about people with existing policy are "grandfathered" with the 1%. I was truly a loyal customer to Amica. This practice of fake quotes to get you to renew and to change coverage without notification seem illegal and unethical.

Desired Settlement: Please put me back on the 1% hail / wind deductible as originally granted.

Business Response: This is in regard to the complaint;
we have recently contacted Mr.******* regarding his situation and we have resolved the issue to his satisfaction regarding the deductible.  Please contact us if youhave any further questions.                                                                                                                             
Sincerely,
**** * ******         
DallasBranch Manager                                                          
AmicaLloyd's of Texas                                                         
*******@amica.com                      

Consumer Response: 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.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

3/25/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This is about a $193. that is own to me for service i did not had,this have been going on for the last five months.Their is to much excuse about why they have not send back the money.Its very hard to get one person to look at this case and handle it

Business Response: Re: Complaint # *******   Gentlemen:   We have researched the referenced complaint filed by Mr. ****** ******* ****** and refute his allegation that we owe him $193.00.    Following numerous attempts to reach Mr. ****** by telephone to discuss his insurance, we sent him an email summarizing payments that were made and received, and listed the refund check(s) we sent, along with the check numbers for the policies in question.   Should Mr. ****** have any questions he is welcome to contact us or visit us at our office in Lincoln, Rhode Island.    Sincerely,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was struck by a driver covered by Amica insurance in January. After waiting a period of about 3 weeks for my insurance check to come in the mail, I recieved it and called my auto body shop to schedule repairs. Amica informed me that they do their car rental through **********. My auto shop is located in Wells, ME. As the not at fault driver, I reserve the right to choose which shop I feel comfortable going to. I work M-F from 7:45am until 5pm in ********** for ****** ******* corporate. On Tuesday I work another job from 5:30-1am at the ********** in *****, NH. My shop was available to do the body work on Monday 2/25 stating they will be finished on Tuesday 2/26. The rental office is open from 9am-5pm. Unfortunately those times interrupt my work schedule which is not flexible for me to leave or be 2 hours late, regardless, I am not held responsible for this situation and not willing to compromise my job to accomodate the insurance company. The only date I am able to get my car is Wednesday 2/27, however, Amica is REFUSING to give me the rental car from Friday at 5pm until Wednesday morning so I can have a vehicle while my car is in the shop. They are asking me to leave work early or be 2 hours late to work on Monday so that I can fit in their schedule so they don't have to pay for my car rental. I explained to them that I work 17 hours on Tuesday and it is impossible for me to get out of work to get my car at ALL that day. I am willing to be a little late on Wednesday to make this work, however, they refuse to work with me since the company THEY selected for my car rental is only open 9-5 M-F and closed on weekends. As it is not MY fault that I was struck by this driver I am confused as to why I am held responsible for paying for my own car rental and missing my work to accommodate THEM. I am apphauled by the customer service I experienced. The supervisor for Amica told me more or less "too bad" and I can call MY car insurance and try to get a rental through them, I AM NOT THE AT FAULT DRIVER. They were not returning my calls and when they finally did I spoke to someone with a major attitude. I have never experienced something so awful and I WORK IN CUSTOMER SERVICE.

Desired Settlement: I would like my car rental extended through Wednesday 2/27 at 5:30pm so that I can have the damages fixed on my car that were done by the insurance companies driver without having to compromise my job.

Business Response: The accident was reported to Amica on2/4/13.  Amica promptly appraised the damage to the complainant’s vehicleand issued her a check for the repairs on 2/8/13.  Amica did not requirethe complainant to use a specific rental car company nor do we require anycustomer to use a specific rental car company.  The complainant wasadvised that she could choose her repair shop, which is her right under NHregulations.  The vehicle damage was appraised at $545.82.  Therepairs were limited to the rear bumper and were estimated to take only about aday-and-a-half to complete.  Despite the short repair time period, Amicaagreed to allow the complainant 5 days of rental coverage to accommodate herschedule.  We subsequently agreed to allow a 6th day of rentalcoverage to further accommodate her schedule.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently went online to get an auto insurance quote from Amica Mutual Insurance Company. I clicked on their online chat to find out more information and chatted with an Amica National Service Rep II. The representative continued on by requesting personally identifying information (e.g. full name, date of birth, residence address, email, driving history, VIN of my current vehicle) in order to proceed with the insurance quote process. The chat ended with the representative sending me a "secure" online document signing form to finalize the quote. I told the representative that I wanted to give it a day or two of thought before signing anything. The next day I receive an email from a random individual stating that they have received my personal information. This individual included that this email was sent to them by the Amica representative I chatted with the night before. The individual was kind enough to inform me and the Amica representative that my information has been mishandled. The email contained the ENTIRE chat session I had with the Amica representative the night prior, containing my very personal and identifiable information. There is no way for me to know who else has gotten a hold of my personal information. I am now very concerned about my personal information and how it is mishandled by Amica Mutual Insurance Company. I currently have multiple policies with Amica, and am very worried that my personal information is being and/or has been compromised. Needless to say, I will not be buying Amica's auto insurance policy. I would like to know how this could have happened? I now question all of my online inquiries with Amica, as well as the integrity of their employees, and privacy and security policies. Does Amica not employ internet security services and practices that are suppose to prevent these types of information leaks and mishandling of information? I will now be purchasing an identity monitoring service, simply because there is no way for me to know who has my personal information or if it has been compromised further. I am doing this as damage control. I am afraid that this will haunt me in the future.

Desired Settlement: I would like a detailed explanation from Amica Mutual Insurance Company on how this could have happened. I would also like to know what Amica intends to do to rectify this situation, and what they intend to do to assure that my identity and personal information have not been compromised. I need to know what Amica intends to do to make sure that I am protected from the mishandling of my personal information and what they intend to do should the mishandling of my personal information lead to future fraudulent acts. I would also like Amica to review their security services and policies to assure that this does not continue to occur in the future to other unsuspecting clients. Thank you for your time.

Business Response: ‘We have identified the our internal procedure that was not followed correctly in the handling of Mr. ***’s file and we have reached out to him personally to resolve the issue, including an offer of an identity monitoring service for him.  We will continue to work with Mr. *** regarding his concerns directly.  We have reviewed our security measures in place for protecting personal information and are comfortable that this was an isolated incident. ____________________________________________________________

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have filed a claim against an individual insured by Amica for a car accident on November 27th 2012. I provided documentation of the damage on my car and pictures that prove I was not at fault. A representative from Amica named ******* *******, has provided my insurance company (*****) and myself, with conflicting information regarding this individual's statements regarding the accident. They told me that they had not spoken with her, and they told ***** that she is denying the accident details. On January 9th, they told me they were assuming liability and they called ***** on Jan 14th and told them the same. I called them on 1\17 and was told that they have "No record of assuming liability." They have been misleading me throughout the begining of this claim and now they are downright lying. I called ***** to confirm that they have the call from Amica stating that they were assuming liability documented and they do- they are willing to go on the record to prove their documentation.

Desired Settlement: I would like Amica to follow through with what the evidence shows and what they stated to me AND to my insurance provider that their decision was---which is to assume liability for their insured in causing the accident and damage to my vehicle. Mrs. ******* informed me on January 9th that a check would be mailed that day when the claim was processed and that I should receive it by "Monday at the latest" which would have been the 14th of January 2013. ***** was called on January 12th and ALSO informed that Amica was assuming liabilty. I was never called again to say that they had apparantly changed their minds or decided to go back on their word, and when I checked up on THEM on January 17th they said that "had no record" of me calling and having that conversation. I asked to speak with a supervisor and was told she was "not in right now" but someone would call me back, and this has yet to happen.

Business Response: “Thank you for forwarding the information you receivedfrom ****** ***** on January 18, 2013. 

I am happy to provide a formalresponse to your correspondence.  We contacted Ms. ***** on January 18 and spoke to her atlength.  This conversation actually took place approximately four hoursafter the complaint was filed.  In doing so, we offered an apology for theclaim not progressing as smoothly as it could have in terms of an assessment ofliability.  The claimant was told that we confirmed the details of thismatter with our insured and payment in the amount of $1,472.19 for her propertydamage claim was forthcoming.  The check was, in fact, issued later that day.

Please feel free to contact me directly if you have anyquestions or require additional information.” ***** ** ******** | Branch Claims Manager Amica Mutual Insurance Company |Central Massachusetts Office1 Research Drive, Suite 401B |Westborough, MA  01581-3958Mailing: PO Box 5201 | Westborough,MA  01581-5201Voice: 888-702-6422 ext. ***** | FAX:866-381-3239*********@amica.com l Amica.com

Consumer Response: 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.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

1/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am 83 years of age and a victim of Superstorm Sandy. I submitted a claim to Amica under my renters policy file claim #***********. The policy covered me for a hotel stay during the time that my premisies were uninhabitable. However I still had to pay rent for the period that my premises were uninhabitable and I submitted rent receipts to the company under the policy's Fair Rental Value Clause. The claims handler contends that since they already paid for my hotel stay they cannot also reimburse me for rent paid during the same period. I searched the policy and cannot find any exclusions to the Fair Rental Value clause. It is my understanding that anything that is not specifically excluded in a policy is covered. I informed them of my findings and after 2 weeks have received no response.

Business Response: Please see the attached.

Business Response: Regarding:

 

    BBB Complaint #:   *******

            Amica File #:   ***********

            Date of Loss:   ********** (Super Storm Sandy)

 

To whom
it may concern:

 

Amica’s
insured was evacuated from his apartment as a result of Super Storm Sandy.  During the evacuation, Amica paid for a hotel
for its insured to stay in.  He was
required to pay his monthly rent at his apartment during the evacuation and
feels he should be reimbursed this amount.

 

Amica’s
insured maintains an HO-4 (Renter’s) Policy which contains the following
provisions for Loss of Use on page 4 of 19 of his policy.

 

Coverage D - Loss Of Use

 

The
limit of liability for Coverage D is the total limit for the coverages in
1. Additional Living Expense, 2. Fair Rental Value and 3. Civil
Authority Prohibits Use below.

 

1. Additional Living Expense

If
a loss by a Peril Insured Against under this policy to covered property or the
building containing the property makes the residence premises not fit to
live in, we cover any necessary increase in living expenses incurred by you so
that your household can maintain its normal standard of living.

 

Payment
will be for the shortest time required to repair or replace the damage or, if
you permanently relocate, the shortest time required for your household to
settle elsewhere.

 

2. Fair Rental Value

If
a loss covered under Section I makes that part of the residence
premises rented to others or held for rental by you not fit to live in, we
cover the fair rental value of such premises less any expenses that do not continue
while it is not fit to live in.

 

Payment
will be for the shortest time required to repair or replace such premises.

 

3. Civil Authority Prohibits Use

If
a civil authority prohibits you from use of the residence premises as a
result of direct damage to neighboring premises by a Peril Insured Against, we
cover the loss as provided in 1. Additional Living Expense and 2. Fair
Rental Value above for no more than two weeks.

 

 

Amica’s
insured is seeking coverage under the Fair Rental Value provision of the policy
for the rent he had to pay while his apartment was uninhabitable; however, he
could not utilize this coverage because he rented the unit from another
party.  Fair Rental Value provides
coverage when an insured rents part or all of the residence premises it to
others and that part of the residence premises become uninhabitable, thus
causing the insured a loss of incoming rent.

 

 

Amica’s
insured was able to pursue Loss of use under the Additional Living Expense portion
of this policy.

 

 

The
Civil Authority Prohibits Use provision provides coverage under options 1 and 2
if a civil authority prohibits use of the property.  All provisions of options 1 and 2 remain the
same.

 

 

Under
the Additional Living Expense coverage, the policy pays for any increase in an
insured’s living expenses so that the insured’s household can maintain its
normal standard of living.  In this
instance, Amica’s insured pays $1600 per month for rent and was out of his
residence for approximately 2 weeks. 
Amica paid for the hotel stay during this period.  As such, Amica’s insured was not out of
pocket for any expenses above the $1600 monthly rent he would normally
incur. 

 

 

Amica
has called and spoken with its insured to clarify the Fair Rental Value and why
it does not apply in his situation.

 

 

We
hope this adequately addresses the concerns raised by the insured.

Consumer Response:

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 # *******.

[If you are rejecting the business's response please enter your rejection comments here   

Regards,

****** ****

 

 

Business Response: Amica has spoken directly with
our Insured to clarify the Fair Rental Value coverage and why it does not apply
in this case. Since our Insured still does not accept our response, we invite
him to contact us directly to discuss this matter further.    

Consumer Response:

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 # *******.

I have a received a letter from ******* ** ******* Branch Manager of Amica in response to my complaint to BBB. He states that in order for the Fair Rental Value coverage to take effect I would have had to sub-rent my apartment to others. I am in fact the renter, not the owner. The Fair Rental Value clause is in my renters policy and does not differentiate the tenant from the landlord nor does it exclude either from this coverage. I could not as a tenant rent or sub-rent any part of my apartment to anyone else without violating my rental agreement. The company has failed to clarify it's position leaving an area of doubt.No offer of settlement was made by the company and I have to dispute their response. ****** **** ***********************

Regards,

****** ****

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

1/14/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been with this insurance company for 3 years for 3 years now they have increased my insurance rates and they make up excuses each time. One year it was because I had something stolen last year I didn't file a single claim and yet they raise the rates on their insurance. They have never explained why that is and they have also never explained in detail other than sending me a 100 page document each year which is about as clear as a black window....I want a detailed explain as to why in this economy when prices are going down they feel that they need to raise my rates when nothing has changed I did not make a single claim last year...This sound a little like extortion to me...

Desired Settlement: I want a detailed letter without the standard ** in it as to why my rates went up over 200 from last year and a total of $628 since I started the polocy on February 5th 2010... I want to know what justifies a $628 increase in 2 years for insurance...

Business Response: Please see the letter below which will be sent to Mr. *****.

January 2, 2013
 
Mr. ***** *****
**** ********** ******** Dr.
********, OH *****
Homeowners Policy:    ***********
BBB Complaint #:          *******
 
Dear Mr. *****:

This will confirm receipt of the complaint you have filed with the Better Business Bureau concerning your homeowner insurance premium increase.

Over the last three years we have filed, and received approval for, multiple rate increases.  Reasons for increasing our homeowner insurance rates include: significant weather related catastrophes in Ohio and our obligation to maintain strong
financial viability so that we can pay future claims. Amica has been rated A++ Superior by A.M. Best, which is the highest rating they grant. This rating is based on financial strength achieved through sound underwriting and rate setting.   

There are other factors that have affected your premium. They include the theft loss which occurred in May of 2010 and the adjustment in replacement cost coverage (up to 30% more than the insured amount) that you have on your policy.  One of the conditions of this coverage is that we adjust the insured amount of your home each year in accordance with replacement costs, which are on the rise and independent of market value.

We do not take rate increases lightly and understand the burden it may place on our policyholders.  Please do not hesitate to call me should you have additional questions. I can be reached at 1-800-242-6422, extension – *****.

Sincerely,                                                                                                                               
******* ******* **., CPCU                                                                                                                                                                                                                                                          
Amica Mutual Insurance Company                                                                                                                                        
*************.com
 
cc:  Better Business Bureau


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/25/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My car was hit in the front as it was parked . I contacted my insurance which was Amica. I was informed to take it to one of the preferred AUTO BODY REPAIR shops which so happened to be around the corner from my residence at the time. I brought it to them and all seemed well. After about 2 weeks the car had not even been worked on and the repair shop had a hard time getting in touch with the agent who was handling my case as was I(extremely unprofessional). During the third week work finally started to be done and all seemed well. I went to retrieve my vehicle and to my astonishment My vehicle would not move past 30 mph and also to my dismay i was informed the Repair Manager DROVE my vehicle in this condition (Why?) to a dealership clear across town. Upon attempting to settle with the **** **** ****** ****. My car still wouldn't move past 30 mph. After Talking to the Insurance company they refused to fix anything else at the Recommendation of an unlicensed professional(Manager From The **** **** ****** shop) nor Total out the car as was my wish since the repairs would be more than the car was worth. So after telling the Repair Shop I was dealing with Amica to get this matter resolved. To my astonishment My car was sold with no notice in the mail as required by Mass Law. My vehicle was not abandoned as is the stance being taken by the repair shop no notice to sell was sent NOTHING AT ALL. I have spoken with AMICA( ******* ********) who informed me they don't have any idea why the shop would do this and subsequently are pulling them from their list of Preferred **** **** ****** Shops.

Desired Settlement: Take my name off the Unpaid/non payment list so i can get insurance....Get my car back.

Business Response: To Whom It May Concern:
This correspondence is in response to complaint *******, submitted on 10/11/2012.

On 8/29/2011 our insured reported to us that his 1999 ***** *** *** Wagon had been involved in a hit and run accident while it sat parked on the street. An appraisal was ordered that same day and it was determined that the vehicle had sustained $1922.82 in front end damages. The car was taken tn ******* Auto Body Repair for repairs, and a tear down of the dashboard was completed to investigate additional damages. A $509.01 supplement was issued for additional accident related repairs. It was also determined at that time that the vehicle was experiencing electrical problems, but that they were related to issues and not the accident of 8/29/2011.Our insured disagreed with the above assessment, and on 9/26/2011 Amica agreed to pay for a diagnostic test to determine the cause of the electrical pmblems in his vehicle. At this time our insured requested that Amica total his ear due to the electrical issues. We explained that the accident related damages did not render the car a total loss, and that we Would await the results of the diagnostic test to determine whether additional payments were warranted. On 10/4/2011 ******* Auto Body confirmed that the electrical issues were not related to the accident, and we advised eur insured that 1'10 further payments Would be issued for repairs or for rental. The coverage findings remained in dispute following this decision, and as a result Amica agreed to have the vehicle inspected by a forensic engineer to determine the cause of their electrical problems. The engineer confirmed that none of the active diagnostic trouble codes could have been caused by the frontal impact to the car. Based on the engineer's findings and the results ofthe diagnostic testing Amica denied any further coverage for the repairs to the vehicle at that time. On 10/18/201 1 our file reflects that our insured advised that he would be “abandoning” his vehicle at ******* Auto Body, and would not be having any further repairs completed. We have confirmed with ******* Auto Body that the car has not been sold, but in fact remains at the body Shop at this time. Copies of the accident related appraisals, the vehicle diagnostic results and the Forensic engineers report have been included with this response. .

Review of our underwriting correspondence confirms that our insured requested cancellation of his policy with Amica on 10/4/2011. He was informed at that time that the policy could not be cancelled without a completed 2A form The completed 2A form was never received, and the Policy was eventually cancelled on 10/29/2011 for non-payment. Our records indicated that there is still money owed for unpaid premiums. We have requested contact our Sales and Client Services Department to discuss this outstanding balance with him directly.If there is additional infonnation needed for the review of this complaint, please feel free to contact me at the information provided below.

Very truly yours,
****** ** *********, AIC Assistant Branch Claims Manager
Amica Mutual Insurance Company
Email: **********@amica,com


Consumer Response:

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.

The Insurance Company is being completely dishonest when it claims I informed them I was abandoning the vehichle. No such conversation of correspondence ever occurred in that regards and If they can prove it I would like for them to. The vehicle is inoperable and needs extensive work that is NOT "general maintenance". Also the point of contention in regards to what they paid for is absolutely absurd. They have committed egregious errors in handling this situation. The car is still not fixed as to the condition to which it was before the accident. The fact that they still try to besmirch my character with made up claims of my not handling my responsibility is a huge indicator of what type of company I was dealing with. I reject everything they have responded to in this complaint and am anxiously awaiting a call as I do acknowledge my still owing them monies I was informed by a representativve that they went back and cancelled the policy effective of the 29th of September and they would be adjusting the balance and have heard nothing to date.

Business Response: To Whom It May Concern:
Thank you for your recent correspondence that included the rebuttal complaint composed by ******* ******. I am happy to respond to the additional information furnished.

Amica’s detailed response to the original complaint dated October 22, 2012 reflects our position as it relates to all issues raised in terms of our claim handling of this matter. We stand on the information previously provided.In terms of any pending underwriting concerns, a member of our Sales and Client Services Department spoke with Mr. ****** on November 6. We informed him that Amica has decreased the amount owed from $823 to $683 by changing his cancelation date to October 4, 2011. Mr. ****** indicated that he wished to consider this information and would contact us to confirm his intentions. We presently await Mr. ******’s response to the revised premium amount owed.Please feel free to contact me directly if you have any questions or require additional information.Very truly yours,

***** ** ********
Branch Claims Manager
Amica Mutual Insurance Company

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/22/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: RE: AMICA Claim # ***********, Water Casualty to Homeowner’s **** ** *** and/or ***** ** ******** on September 30, 2011

My family and I had a pipe burst on referenced as above. We have finished the rebuild of our home's first floor square footage...two thirds of the downstairs living space was damaged from the water. AMICA and I have a homeowner’s policy and AMICA has done a good job helping us with the contractors’ referrals, and the costs associated with rebuilding of the first floor to our residence. We have been reimbursed for all our out of pocket costs with the exception of $4,927.08. My family and I have invoices and/or receipts for these expense items…please see, below, for these four (4) unreimbursed expense items. We have tried several times through our Georgia Insurance Commissioner Office (oversight governing office) requesting that they would assist my family and I get reimbursed for these unpaid expense items. The Georgia Insurance Commission has not successfully helped my family and I recover or settle the $4,927.08. This complaint is to document that AMICA representatives have NOT been willing to settle this bill in the amount of $4,927.08. My family and I, hereby, document and record this unsettled amount with your Agency. If your Agency is unable to bring settlement to this matter in the amount of $4.927.08, our next recourse will be to proceed with litigation via our Civil Courtrooms in Georgia. The Georgia Insurance Commissioner’s office has recommended that we implement a part of our homeowners contract regarding appraisals by each party (AMICA and myself (the homeowner)) but the costs involved to recover this small amount of $4,927.08 would be offset by the expensive appraisal fees and costs associated with obtaining appraisals since prices from reputable appraisers range from 33% of any amount recovered to flat rates ranging between hourly cost up to $3,500…thus this would not be practical to pursue retaining an appraiser this late in the process since we only have four (4) unpaid expense items as documented, below, or unpaid invoices/receipts of costs associated with reconstructing the first floor of our residence. In other words, the costs associated to hire an appraiser would offset any settlement amount for $4,297.08. It is not logical to incur more additional expense items, like appraisals, on this claim by either party. The time and additional cost for appraisals by either party is simply impractical at this time since the rebuild of the first floor of the residence is complete. In addition, the four (4) unreimbursed expenses items, below, are merely fixtures, paint, cleaning and furniture repair expense items. Would your Agency be able to help my family and I recover and/or settle this unpaid amount of $4,927.08?

Desired Settlement: Listed below is a table of what we feel that AMICA should reimburse us: {A} {B} {C} {A} - {B} = {C} Repairs to Dwelling and Personal Property Expenses Incurred AMICA PAYMENT AMOUNT DUE HOMEOWERS Painting $2,140.00 $560.97 $1,579.03 Cleaning of Exterior Windows $520.00 $260.00 $260.00 Ferguson Plumbing Fixtures $648.05 $0.00 $648.05 Furniture Restoration/Repair $8,345.00 $5,905.00 $2,440.00 TOTAL Due Homeowners $4,927.08

Business Response: We are in receipt of the complaint #******* levied y **** ***. Please allow us to respond to the issues raised in Mr ***’s letter.

It is Amica’s position that Mr *** has been fully indemnified for the claim he submitted for damage related to a water loss suffered at his *** ********* Rd ** ******** GA residence on September 30, 2011. The $4927.08 Mr *** alleges he is owed is for items which were either not damaged in the loss or damaged due to contractors Mr *** retained on his volition. Mr *** alleges that Amica owes him $1579.03 for painting. Mr *** alleges that the walls in the foyer and dining room were damaged as part of the wood floor and molding repairs in these areas. Mr *** suggested that the painting was needed due to the baseboards being removed to facilitate replacement of the flooring. Our review of the final repair bill does not support the fact the baseboards were removed. Rather, the base cap/shoe was removed and subsequently painted along with the baseboard to which it is affixed. We have requested documentation from Mr *** to support otherwise which he has not provided. Mr *** alleges that Amica owes him $260 for cleaning of exterior windows. It is our position the repairs that were done did not generate a need to clean the exterior of the windows on Mr ***’s home. Further, Mr *** alleges that he is owed $648.05 for plumbing fixtures. Our investigation determined the plumbing fixtures. Our investigation determined the plumbing fixtures were not damaged in the loss of September 30, 2011. It is our belief that these fixtures were replaced for aesthetic reasons. Finally, Mr *** asserts that he is owed $2440 for Furniture Restoration. Mr *** retained **** to store his furniture in PODS. Mr *** chose to store his furniture in a POD by his own volition and not at a direction of Amica. It continues to be our belief that our prior payment for the damage to the furnishings captured all loss-related costs. We have repeatedly asked Mr *** to supply us with documentation which would substantiate his claim for the costs he outlines in his correspondence; but he has failed to do so. Should you have any questions or require additional response from Amica in this regard, please contact us. Thank you for your attention to this matter

Consumer Response:

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.


 

Business Response:

Consumer Response:

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/22/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been an Amica customer for auto and homeowners insurance for more than 20 years. Over those years we filed a single homeowners claim, which they handled well. However, after my teenage son filed a claim for an accident last year, Amica's billing became sporadic. We keep excellent records, and pay our monthly bill as it comes in. As of today, we've received no bills from them since June. We received a cancellation notice in July, which we paid, and were reinstated. We noticed today, Sept 28, that we hadn't received a bill in over a month and called Amica, and we were told that we'd been cancelled on Sept 17 -- without notice. Amica claims to have mailed notices, but we've received nothing. We've been without insurance on our home or cars for over a week without knowing. When I called to make this right, they said that they could not allow me to make the missed payments, but would quote me a new policy, and that I would have to pay a full annual premium of over $3,000 up front. It is clear to me that following my teen's accident, Amica didn't want our business, and engineered cancellation. We were dumped. If we are not satisfied, we will file a complaint with the state insurance commissioner and attorney general.

Desired Settlement: We'd like to simply make up the missed payment, and be reinstated. We'd also like an apology.

Business Response: Our customer’s automobile and homeowners policies did cancel for non-payment ofpremium recently.  Our records indicatethat all bills and cancellation notices were sent in a timely manner, and wehave confirmed with our customer that they were sent to the properaddress.  After having sent cancellationnotices in August with a final payment deadline in September, the policies hadto be cancelled when no payments were made. The automobile policy cancelled effective September 18, 2012 fornon-payment of an installment originally billed in June, and due on July 11,2012.  The homeowners policy cancelledeffective September 17, 2012 for non-payment of an installment originallybilled and due at the same respective times. After the cancellations, the customer contacted us, but it was then no longerpossible to apply delinquent payments and continue those policies.  At the customer’s request we did, however,set up new policies to replace the cancelled ones effective September 29,2012. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/8/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In early July, I contacted the company about changing my billing date.and was advised that it was changed to the 24th. when I called on Aug 16, I was advised that my payment had been moved to the end of my policy and my payment was not due for August. I received a cancellation notice on Sept 10 requesting that I make my payment on Sept 19 to avoid cancellation.i contacted someone about this and was advised that there was no way to avoid cancellation and that I have to make my payment . no one is trying to resolve my issue and I advised them that I would need until the fifth. They made the mistake!

Desired Settlement: I want more time to make my payment because they made a mistake

Business Response: We will contact the customer to discuss their concern.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/22/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Back in July I was researching auto insurance quotes. I obtained a quote from Amica and several other insurance companies. The quote at Amica was reasonable and the representative I spoke with (**** ******) was very nice. I told her I was researching other companies and that I hadn't made a final decision yet. She offered to send me the quote in writing so I had everything. I received an email from her with the quote details. I eventually ended up going with another insurance company whose rates were even better than Amica.

I changed insurance policies from *********** to ******** effective 8/1/2012. I paid ******** and I am fully insured. My problem with Amica is that shortly after I received the quote from **** ****** at Amica, I received an auto policy in the mail in addition to an email that indicated that my policy info was attached and to make it effective I had to print and sign the enclosed documents. I replied to this email that I was NOT an Amica customer and that I only wanted a quote. I continued to receive the email from Amica asking me to sign my documents. Then I began receiving bills in the mail. I contacted my CURRENT policy holder and sent her all the info I had at Amica and asked that she send them a notice that I was already insured.

I called **** ******, left messages and then received an email from a rep at Amica telling me to have my insurance company send them proof of insurance. Then just yesterday - I received a notice in the mail from Amica telling me that I am going to be CANCELLED WITH THEM DUE TO NON-PAYMENT. This is insane!!! I have never been insured with them but something like this can go against my record because of NON-PAYMENT. I have proof that I was insured with *********** until 8/1/2012 and then my insurance transferred to ******** effective 8/1/2012. I do not want Amica putting any claim against me for non-payment or collections for payment! They have been notified by my current insurance agent TWICE and Amica does not have any signed or acknowledged documentation from me.

Desired Settlement: I want Amica to remove my information from their files, send me a letter acknowledging THEIR mistake and send me proof that they are NOT filing any claims against me that says I did not pay my auto policy with them since I was NEVER insured with them. A blemish on your record for non-payment affects my insurance rates. I want this resolved ASAP.

Business Response: We have attempted to speak with Ms. ********. We will let her know that she can ignore the cancellation bill and we apologize for the inconvenience.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/7/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Amica prides itself on its high customer service ratings. This, for the most part over the 3 years I have been with Amica, has been true. However, our relationship turned a corner today. I called to make an address change, from a home 20 minutes from Boston to to one 40 minutes away from the city. My insurance will decrease, right? Well, no. But before I was informed rather bluntly by one of their chat associates that my premium would increase by $102, I was harassed for my roommate's name, birthday and drivers license number. What? When I explained that he has his own car and insurance, it didn't matter to them. They wanted that contact information! In the 3 years I have been with Amica, I have never been asked this question. When I asked if this was a new rule in Massachusetts, the answer was that it wasn't but that it was to protect people in my household with no car. Um, he has a car. It still didn't matter. I'll be shopping around for new car insurance.

Desired Settlement: I would like Amica to know what is happening with its business practices.

Business Response: We attempted to contact the insured by phone and e-mail; have not received a response. She has since canceled her policy.

Consumer Response:

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.

I have received two emails from Amica stating that they have not received the fax from **** stating that I now insured with ****. **** has faxed the form twice. I have rejected this response from Amica because it states that I have cancelled
my insurance, yet I continue to hear from Amica that my policy has not been cancelled (because they have not received the fax from **** stating that I am now insured with them). If this BBB response states that I have cancelled my policy, then 1)why have I not yet been reimbursed and 2) why do I continue to get calls from Amica stating that I am still a policyholder?

 

 

Business Response: This policy cancellation was processed and any return premium has been mailed to the customer. 


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/29/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: To whom it may concern;
My name is **** ********. I was involved in an accident on 4/24/2012 that was proven to be the other persons fault and my car was totaled. I personally dealt with Amica Insurance Co. out of Rhode Island, Claim # ***********. After waiting for several weeks for Amica to finally authorize me to get a rental car, 5/16/2012, I contacted ***** rent a car in Natick Massachusetts. I work in ****** so it was the closest to me. On 5/17/2012 ***** from ***** brought a rental to me at work. I was never told how long I get the rental for. So, I assumed that since the accident was the fault of Amicas insured customer that I could use the rental until I no longer needed it. On May 30, 2012 I found a Vehicle that I thought was a good car. It turns out that the vehicle that I purchased was not a good vehicle at all. 3 days after I bought the car, I had to have it brought to a shop because the break light where not working. The mechanic claimed it was a fuse, which took 5 days. A week later the car went back in the shop because it wouldn’t start, he had it for a week, The Mechanic claimed that it was the battery. A few days later I had to have my car towed to My mechanic because the car still would not start on a regular basis. He replaced the starter. That took 5 days. So after I finally received my car back it was June 25, 2012. Unfortunately, we had a death in the family and My grandmother fell and broke her hip all in the last week of June. On July 3rd, ***** from ***** called me and told me that Amica has not paid for the car since June 5th. On July 7th I returned the rental to *****. I contacted Amica on @ July 9, 2012 to find out what was going on and to try to find out why I wasn’t informed that they had stopped paying for the rental. I was told by the representative form Amica that she will look into it and find out. ***** again called me and told me that I had a balance of $650. I informed ***** that I was talking to Amica and we are going to resolve the issue. The ***** Representative said not a problem and to keep them informed when I heard something. On @ July 17 Amica informed me that they notified ***** directly on June 1, 2012 to inform them that as of June 5, 2012 they will no longer be paying for the rental. On June 26, 2012 ***** sent in the paperwork associated with my claim to Amica. Amica in return, sent ***** a check, in the amount of $398.83. I again assumed that everything was taken care of. On August 10, 2012 ***** took out $650.00, from my checking account, without informing me that they were going to do so. Because of that, my bank account was negative $329.00 and I was unable to pay my child support that was due on August 10, 2012 and August 17, 2012, Plus any of the other bills that I owe. I am a divorce Father of * children. My priorities are my children and if I was informed that the rental was due back on June 5, 2012 than I would have made some other arrangement to get another vehicle. I feel that Both Amica and ***** are at fault. They are both large companies and they both will not work with me to resolve the issue, that no one informed me, they blame each other. I do not make much money but I work hard and I do the best I can with what I have. If I had only known on June 1st this would not be a problem. I don’t know if there is anything that anyone can do but I was told by a co-worker to contact you and maybe you could help with this issue. My e-mail address is ******@yahoo.com and my cell phone # is ************. Please, if there is anything you can do to help me with this matter it would be greatly appreciated. Sincerely, **** ** ********

Desired Settlement: I would like to have Amica and ***** rent a car resolve the issue that they have between each other, and be refunded $650 to cover my Negative balance in my bank account. I would also like included in the settlement a letter of apology from both ***** and Amica for putting undue Stress upon myself and my family because of the money being taken out with out notification and the lack of communication to me.

Business Response: We have responded to this Mr. ********. Please refer to the attached letter. Thank you.

Consumer Response: 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.


BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

8/25/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This is the situation that happened at the end of 7/2012. I called amica to get an auto quote. When the sales rep. asked me about claims concerning my auto which is a 1995 ******* ********. She then asked me" Who is ****** ******?" And I said why she said he has alot of claims. Mr. ****** has been my exhusband since 10/2000 & he is now remarried. My current dr. license was renewed in Phx,AZ in 2004 & states I am single. My 1995 ******* has been registered to me only since my divorce. And Mr. ******, my former husbank has 3 vechiles from the year 2000-2010 which I have never seen or driven. I am not on his vechiles title or registration but his wirfe ******* is. No one has been an authorized driver on my 1995 but me since 10/2000. My exhusband & I live at different addresses & in different cities in AZ since 2000. No clue report, AZ DMV should have any information contrary to the information I am giving to you right now. I want his data, claims & his vechiles removed from my information & I want written proof that it will be done either by email or mail to reflect the correct data about the my only vechile. If needed I can show proof of my AZ dr.license, car registration & title to substaniate my claims. I do not want anyone's claim or personal information mixed up with mine because I am a single woman.

Desired Settlement: What I want is only my data showing up in the data that the insurance co. has on me only & the wrong data removed ( ****** ****** or anyonelse who is on my database) at amica. from the records that the ins. co. have about me I also want written proof by the insurance co. to show proof that it was done. And what I want it to state that I own only 1 vechile which is a 1995 ******* ******** & no one else has authority to drive this vechile but me &
the data should only show my claim information on me since I am single. Like stated earlier I can show proof to substaniate my claim that the data regarding ****** or ******* ******, husband & wife or anyonelse unknown or known to me be removed from my personal data information that amica has about me since the data has nothing to do with me as stated above in the complaint & should be deleted. How would this co. or anyone appreciate having their personal data mixed up with anyonelse? It's simply not right.

Business Response: We are looking into this matter. Thank you.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/15/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have been an Amica car insurance customer for at least 6 years. When I first got the policy and inquired about additional discounts, I was told that there was a low mileage discount that would apply if I drove the car less than 7,500 miles a year. Every year since then, when my policy has been up for renewal, I have asked about the discount and have been told the same thing: the car needs to be driven less than 7,500 miles/year to be eligible. The cost of insurance has been increasing every year--I am told due to general cost increases, as there is no change to the policy--and so every year I ask about any other discounts that are available, but low mileage at less than 7,500 is all I've been told about. Today I found out that there are actually 2 types of low mileage discounts available: a larger discount for annual mileage up to 5,000 miles and a smaller discount for annual mileage between 5,000 and 7,500 miles. I was completely socked to find out this information, since I have been asking about discounts for years and have never been told this. Since I don't do a lot of driving, had I known about the 5,000 threshold, it would have been quite easy for me to adjust my driving routine and keep the mileage under 5,000 a year. It appears that the company has essentially been lying by omission. Since I asked, I was told that there was -a- discount, but not all caveats around eligibility were disclosed, whereby I was not told that a larger discount would be applicable at lower mileage. Instead, I was lead to believe that everything below 7,500 miles is discounted the same way. Being a long-term customer, I feel this is an inappropriate way to run a business that borders on scamming customers. When I spoke to Amica about it, they said all they can do is speak to their customer representatives about providing better service. This is not a good enough resolution.

Desired Settlement: Because the company did not disclose all the restrictions around the discount and did not specify that there were sub-divisions of mileage and compensation in the discount, for every year that I received the 'partial' low mileage discount for having driven between 5,000 and 7,5000, I feel the company should refund me the difference between that discount and what the discount would have been had I driven less than 5,000.

Business Response: Information on our Annual Mileage discount is outlined as 'Additional Information' and included with all coverage selection pages that are mailed with new policies, policy amendments and policy renewals.  The 'Additional Information' page outlines the two discounts available for annual mileage between 0-5000 and 5001 to 7500 miles.

Consumer Response:

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 # ********

As I travel a fair bit, I do not always have the opportunity to review the actual paperwork that is being sent to me, which is why I call Amica and discuss coverage, discounts, etc. on the phone.  When I ask for information, I expect the agents to give me accurate information.  If you are including the complete discount information on paper, I don't see why your agents are not disclosing it.  When I ask about -all- low mileage discounts that are available, I am expecting someone to tell me about -all- mileage discounts.  Saying "we have discounts for less than 7500 miles" is not good enough.

Regards,

*** ********

 

 

Business Response: We value the opinions of our customers and strive to provide the very best service. We have sent (by mail) and at the request of this customer emailed and faxed the AMD form.  We have discussed her rate increases and available discounts in the past and quoted the AMD discount. 

Consumer Response:

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 response from the business does not have anything to do with the particulars of my complaint.  I did call in, I did ask about the discounts, and I did request the mileage discount form.  However, as stated earlier, I was not told that there were multiple discount levels, and the form itself does not state any mileage information on it at all.  I am still waiting for you to explain to me how is ti that not a single representative for -years- got around to mentioning mileage discount levels to me, and why you think it is ok for them to have done it.

Regards,

*** ********

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

7/24/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I set up a payment with Amica Insurance to debit my checking account on September 16th 2011. Amica instead took the payment on September 15th 2011. This caused on overdraft in my checking resulting in 30 dollars in fees. Although I spoke to or have left messages with, ****** ******, ****** ****, *** *******, and ****** ********(CEO) none are willing to resolve my complaint or admit any wrong going on their part. As you can see Amica
will not respond or put anything in writting. I also filed a complaint with the **** ********* ********* and Amica responded to the complaint with a letter stating I was making false allegations. So, I faxed my bank statement to Amica which they said was not proof enough. So, my Bank agreed to set up a conference call with Amica to let them know that they did in fact take the money early. Amica has refused to admit any wrong doing on their part. NOT SO MUCH AS AN APOLOGY!

Desired Settlement: I expect, and will not accept less than, full reimbursement of overdraft fees, as well as compensation for the 15 plus man hours I have spent investigating and trying to get them to correct their error. Amica may decide upon what is a fair amount to compensate me for the time, aggravation, humiliation they have caused me. I also expect a formal letter of apology. I also expect Amica to correct their billing problems.

Business Response: We have spoke to this customer and have offered to reimburse him for any overdraft charges he has incurred. Please see the letter below.

Dear Mr. ********:
   
Please refer to your prior correspondence and telephone conversations concerning the handling of a payment originally scheduled for September 16, 2011.   We have reviewed the information you provided from your bank and have had both our accounting department and the vendor we use to handle credit card transactions research the noted transaction.
    
When you accessed our online system on September 15, 2011 to schedule a payment to be made the next day, an authorization for the full amount of the payment was sent to your bank.  This resulted in a hold being placed on the funds in your account for the $77.00 payment amount.  While these funds may not have been available for other use, the payment amount was not withdrawn from your account and remitted to Amica nor did we have possession of the payment at any time.  When you subsequently canceled the scheduled payment, as is your right, any hold on the funds was removed.
 
The way in which your bank accounts for, or displays, the activity described above is a matter for you to discuss with them.  Amica processed your transaction in accordance with Payment Card Industry Compliance Standards.
 
Mr. ********, we have offered to reimburse you for any overdraft charges or other similar fees charged by your bank as we wanted to maintain a good relationship with you.  It is my understanding that no such fees were incurred.  If that is incorrect, please let me know as our offer remains open.    Should you have any further questions, please contact me directly at ###-###-####.

Consumer Response:

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.

I can not explain this any clearer to Amica! That is why my bank was willing to set up a conference call with Amica to explain how the process works. When paying with a **** Debit Card, as I did, **** will secure a hold on the fund when the company (Amica) or their credit card processor request them to. In this case Amica sent a request for the payment on the 15th NOT THE 16TH! Amica should have made the request to their credit card processor to secure the funds on 16th NOT THE 15TH. No, Amica did not have the funds that day but it secured the funds and froze my account into the negative range, CAUSING TWO CHECKS TO GO INTO MY OVERDRAFT PROTECTION. As a courtesy my bank removed the fees after I explained to them the Amica refused to communicate with me and only did so once the **** ********* ********** got involved. Is there some part of this that is not clear? Furthermore,  yesterday I made a charge at ****** and ****** immediately secured the funds in my checking because that *WAS* the day I made the purchase. ****** will not receive that money for UP TO 7 business days. Now for all the HELL Amica has put me through I am the one requesting a 30 dollar credit. Also requesting a letter of apology and for Amica to change their predatory behavior.



 

 

Business Response: We have credited Mr. ********** account $30. Please see the attached letters to Mr. ********.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/23/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have repeatedly requested that the company not contact me in any way especially by phone regarding their product and services in regards to life insurance and they refuse to comply with my request.

Desired Settlement: I want to receive a call with assurances this will stop.

Business Response: Please be advised, our Life company has no record of ever having been asked to not contact Mr. ******* either by phone or mail.  It is possible he has made such requests. As such, we are submitting such “order” to our Marketing and Sales
folks for no future contacting of Mr. *******.   Sometimes we utilize an outside vendor for the mailing of marketing materials, and many of these mass-mailings are scheduled for release weeks or months in advance; while we may code our
lists to remove a person’s name/address from future mailings, it is impossible to delete one particular person from a mailing that has already been scheduled for release.  Please assure Mr. ******* that  his file has been coded to remove him
from all future mailing efforts – but that it is possible he is included in a scheduled solicitation that has already been released for mailing. 

Consumer Response: 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.


BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

7/20/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: amica agent said that my camper attached to my truck was covered he lied claims agent said it was not amica sales agent is a liar i will go to the ******** insurance board and make a complaint

Desired Settlement: amica must pay for damages to the camper

Consumer Response: 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.

Business Response: Dear *** ****:

This will confirm our receipt of your July 9, 2012 complaint from the Better Business Bureau.  After initial review of your June 30, 2012 claim, we initially declined coverage as you would have needed a separate policy to cover your camper.  After further review, we discovered that we advised you there would be coverage for your camper during the application process.  Therefore, our Claimsdepartment has resumed the handling of your claim.  If you have any questions, or require any additional information, please feel free to contact me at ###-###-#### x *****.

Sincerely,                                                                                                                                                                                                                                                                          
***** ** ***********, CPCU Sales&Client Services Manager
Amica Mutual Insurance Company **********************                         

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

7/6/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: our home owners insurance policy for 2011-2012 under declarations optional coverage shows a total premium of $250 on page 1. on page 2, which lists the optional coverages, shows a dollar amount premium of $123. ($127 unaccounted for) when we rec'd our new home owners insurance policy for this year, the declaration page for optional coverage is the same as last year in terms of coverage AND the dollar amount for the premium is exactly the same on both page 1 and 2. that is when i took issue with the previous years policy billing. when i spoke with the rep and brought it to their attn,( 2 of them) i felt i was getting the run around regarding last years policy with each giving me a different reason...ALSO, all previous years had the same premium amounts on both pages with the exception of just last year. i believe they overcharged us $127 for last year without a reasonable explanation. policy # ************july 10, 2011-july 10, 2012) like i said, if a total premium for optional coverages was a different amount than reflected on the optional breakdown page,there should be somewhere listed in the policy indicating something for $123 and another for $127 to arrive at the total premium of $250. they have ALWAYS broken things down in the past with this 1 year exception. according to their rep ******* *******, she claimed they changed the format and that premium amount of $123 was only for 5% deductible for earthquakes(???) yet the EXACT SAME WRITING on this years policy applies as well but the figures were both $78 for total premiums. she claimed it was coincidental. i asked to speak with her supervisor ****** ******* yet i ended up speaking with patty pascetta. she was much nicer, however, she also could not satisfy me with her answers as well and kept claiming the are not doing anything illiegal. shouldnt there always be a breakdown in dollar amounts that the consumer can see what they r paying for? ts always been that way in the past, i cannot see why they would change their "format" where they would conceal charges. thank you for ur time.

Desired Settlement: credit of $127 and an apology

Business Response:  June 15, 2012

Complaint ID#: *******

Dear Mr. *******:

Your letter dated June 8, 2012 addressed to Mr. ******** has been referred to my attention for reply.

This is the first such notice we have a record of receiving from the Better Business Bureau regarding the above captioned complaint. I am pleased to respond accordingly.

With regard to the "Consumer's Original Complaint" we find the nature of the complaint not a Billing or Collection Issue, but more of an issue with how we present the coverage and premium information.

To put it simply, there is a Total Premium due for our Homeowners policy. That Total Premium is broke into two categories. The first is the " Basic Policy Premium," which takes into account characteristics consistent with all Homeowners risks, such as the coverage amount on the home, construction materials, deductibles, fire protection and other common factors. The second is what we call Optional Coverages", which consists of select coverages more specific to a particular risk, such as special personal property coverage, earthquake coverage, and similar optional coverages a client selects for their individual circumstances. During the past year we changed  how we categorize some characteristics because of how we calculate premiums. We broadened the characteristics used to determine the "Basic" portion of the total premium, resulting in a different apportioned amount under the "Optional" coverages.
We present our premium to the customer annually and gladly work with them to assist in creating a personal insurance program that meets their individual insurance needs. We in fact did work with the complainant to reduce her premium by $211.00 this year.

Therefore, with regard to the relief sought by the complainant, we see no basis for any premium credit. Also, we regularly review our products based on business and customer demands and will continue to make adjustments in our products and packaging in order to best serve our clients.

Sincerely,
**** ** ********, CPCU
Sales & Client Services Manager
Amica Mutual Insurance Company

Consumer Response:

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 # ********

Regards,

****** *****

the response given still does not answer my issue. what i will do is contact the person who sent the response @ AMICA directly. i will let u know the outcome.

 

BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

7/6/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I enrolled in Amica's auto-pay system. In January 2012 I moved to a new address. In February 2012, the auto-pay was denied for reasons that are not clear. Amica claims to have sent a late notice which I did not receive. No email or telephone contact was attempted by Amica. Amica terminated my insurance in March 2012. The first notice I had of this was in April 2012 when the Florida DMV sent me a notice of suspended license. On or about April 28, I contacted Amica, and Amica agreed that the policy should not have been terminated and that it would be reinstated. This is not normally done by Amica, but they investigated the matter and called me about it. On May 8, 2012 I contacted Amica to make a payment and reinstate the policy. I was informed by Amica that they shouldn't have agreed to reinstate the policy, and that such an offer expired 10 days after April 28. I had no notice that there was a 10 day expiration on the reinstatement offer. If I had known, I would have made arrangements to make the payment. Instead, they offered insurance through another company at a much higher rate.

Desired Settlement: Reinstatement of my policy.

Business Response: June 14, 2012

Dear Mr. *******,

We are writing in response to your letter June 8, 2012 pertaining to a complaint you received from Mr. Christian ********.
We cancelled Mr. ********'s automobile policy for non-payment on March 20, 2012. Though he contacted us with interest to reinstate his coverage, he did not pay the outstanding premium necessary to begin his new policy, leading to a lengthy lapse in insurance coverage.
We regret that Mr. ******** has expressed displeasure with Amica. Please feel free to contact us if you have any questions or need additional information.

Sincerely,
********* ** ******
Sr. Corporate Underwriter
Amica Mutual Insurance Company
*****************
*56B3

Consumer Response:

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 # ********

Amica's response misses the point entirely. I expressed interest in reinstating coverage after Amica terminated my coverage on March 20, 2012.  However, Amica reviewed the file, agreed that the termination should not have happened, then agreed to reinstate my coverage after payment.  However, when I called Amica to arrange for payment, they pretended like they hadn't agreed to reinstate coverage.  At this point, Amica has proven to be an unreliable insurance company, and I no longer want to be involved with such a poorly run company.  It is interesting that Amica can't even properly respond to the complaint.  Amica wishes to bend the facts to fit its stock explanation.  As a result, this complaint is unresolved, and I believe that Amica should do more to explain breaking its own agreement.

Regards,

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

 

 

BBB's Final Determination: BBB determined that while the business addressed the complaint issues, the complanant was dissatisfied and the matter was outside the BBB Rules of Arbitration.

6/30/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Being a customer for 11 years and never missing a payment and never making a late payment we were sent a letter stating that we would be dropped in 30 days. We have made 3 claims totaling less than $6,000 in 11 years and were dropped. We have never used the towing option, we have paid of course but never used it...in 11 YEARS. No explanation other than "You have made inquiries and then self insured on those." Amica claims to have great customer service. Yes they answer your calls and take your questions but they don't inform you that every single time you contact them EVEN TO ASK A QUESTION you are penalized.

Desired Settlement: A phone call from their corporate office explaining their insane reasoning. We were told that corporate does not respond...ever. No call backs are ever made, we have no other option, no other person or division to contact.

Business Response: Amica Mutual Insurance Company did send a letter to Mr. ******** indicating that we would be eliminating Collision, Other Than Collision and Towing and Labor coverage from his North Carolina Automobile policy effective July 30, 2012 due tot he adverse development of his loss record. Three losses were specifically mentioned. We wish to point out that we are willing to renew his Bodily Injury, Property Damage and Combined Uninsured/Underinsured Motorists coverage as indicated in his renewal policy. On 6/14/2012 we called Mr. ******** to clarify our action. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/15/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dear ****** ******, I have Amica auto/home insurance. I have recently filed a claim on my homeowner's insurance. This has been one of the worst experiences that I have ever dealt with. 2 local branch employees as well 1 corporate employee will not tell me how to get a hold of the Office of the President or their Executive Customer Relations to file a formal complaint against their disservice to me as a customer. They keep bouncing me around so that I cannot file a complaint against them. I a now going to leave Amica because of these 3 individuals and I would like the top level people to understand why I am leaving. Have someone from their Office of The President or Executive Customer Relations contact me directly.

Desired Settlement: Phone call from the CEO's office to learn about why I am leaving Amica.

Business Response: Mr. ******* called to report a claim at 6:14PM, EST on Friday, March 23, 2012. An adjuster met with Mr. ******* to inspect the claimed damage on Tuesday, March 27, 2012. Since that time, numerous company representatives have spoken with
Mr. ******* regarding his claim, his policy and his concerns with the interactions that he has had with us. These contacts have included conversations with our claims manager and branch manager of the ********* office. They have also included conversations with several representatives at the corporate level including the senior assistant vice president who has countrywide oversight of property claims and the assistant vice president who oversees our ********* underwriting operation.
The individuals referenced above have responsibility at both the local and corporate level to respond to customer concerns. We have afforded Mr. ******* the opportunity to voice his concerns to the proper personnel, we have been receptive to
his feedback and we have consistently responded in an appropriate and timely manner. With that said, we are hopeful that this complaint will not adversely impact our record with your organization.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/7/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received a bill in the mail today (2-27-12) stating I owe Amica money for auto insurance & my insurance expired with them in Dec 2011. I had filed a previous BBB complaint in Dec 2011 or Jan 2012 to help get to the bottom of incorrect record keeping inside of Amica, I was unaware of until I had been notified by my new insurance agency. At the time of talking with Mr. **** ***** an Amica employee, he was fully aware I was no longer Amica's customer & I am not sure why this organization keeps sending me bills. I paid our bill to Amica until Dec of 2011 & then we moved on. I continued to work with **** to resolve my issues per the BBB complaint until it was to my satisfaction, up through January 2012. This was completed & I thought we were done. I called the ###-###-#### number today & got ***. He stated I was in the Amica system until January 2012 & I needed to pay the $151.xx to complete my insurance obligations with Amica. I explained to *** -- everyone I talked to from ******** @ x ***** & **** ***** were fully aware I was no longer an Amica customer & I wished to talk to **** ***** again to resolve this hopefully once and for all. *** transferred me to **** ***** about an hour ago & I got voicemail. I left a message & I have not heard back. **** is a very nice & knowledgeable man & will probably help straighten this out, but in the meantime, I wish to have this documented because I too am a busy woman, mom, & wife who needs some documented support of my desires to have Amica clear me/my family of their books and let us move on.

Desired Settlement: Correct your records to reflect we did not purchase your insurance services in Dec 2011 - Jan 2012, we have paid Amica in full, we have a zero balance & we are no longer your customer. I would like a zero balance letter/bill mailed to my address, you have on file, once this is completed. Thank you.

Business Response: We have reviewed Mrs. ****** *******'s billing complaint. We understand that she placed the coverage with another carrier December 9, 2011. In handling her prior matter with **** ***** referenced in the complaint, we adjusted her cancellation date to December 9, 2011. However a bill had already been produced and mailed to Mrs. ******* prior to the record correction. This bill may be disregarded. We corrected our records and produced an overpayment check to Mrs. ******* on March 8, 2012 for $17.40. Mrs. ******* has been copied on our response to confirm she is paid in full, has a zero balance and is no longer an Amica customer.

Consumer Response:  I have received the check, cashed it, but I had only assumed at this point all had been adjusted within Amica, because all I received was the check, no formal letter stating such. This follow-up by the BBB is all the documentation needed if I should need to clarify this for any reason. Thanks BBB & Amica for treating customers as expected. 

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/10/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i have amica auto insurance in texas . i have full coverage , but my car was hit at some piont and when i left to go to work i could not get into my car door on the driver side . but tells me i have to pay a 500.00 deductible for something i did not cause. my car was parked all day from 8am - 10 :45pm . how is this customer service . it sounds like i should have no insurance , at least then i would expect to pay . i pay a premuim for what ?

Desired Settlement: i would like the door fixed . i di not cause it

Business Response: To Whom It May Concern:

Our insured notified us of a hit and run accident that occurred on February 13th in Georgetown, Texas. The 2005 ******** ** ******* involved in the accident is insured under a Texas Personal Auto Policy (PP 00 01 01 05) with collision coverage subject to a $500 deductible. The insured's policy also includes the Texas Uninsured Motorist endorsement, which adds uninsured motorist property damage coverage with a deductible of $250 unless the insured refuses the coverage in writing. This coverage was not waived by the insured and our underwriting department has added this coverage to the policy. This coverage is being applied to this loss.

I have reached out to Mr. ******** and explained the coverage and $250 deductible that applies in the instance. We have since had an appraisal completed and have issued payment.  The supporting information we are providing are for complaint response purposes only. We request that you treat them as privileged and confidential material not to be sent to others. This request does not apply to items that are public record.  Please let us know if you have any questions or require additional information.

Very truly yours,
******* ******, CPCU
Sr. Supervisor - SCO
Amica Mutual Insurance Company
1-800-752-6422 ext 20110
*******@amica.com

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/7/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had a theft, called in for a claim and was told by ****** after taking my statement "you are covered". Had adjuster come take statement and pick up receipts and was told "I will turn in my report and they will send you a check". A week later a supervisor *** ******* calls and states they will not cover the claim.

Desired Settlement: My policy has a 2000.00 dedutable, my loss was 6700.00. they owe me 4700.00.

Business Response:

 

To Whom It May Concern:            

Your February 2, 2012, correspondence has been forwarded to me to provide a response.             On January 10, 2012, *** ******* reported that his Arctic Cat 4 X 4 four-wheeler along with a rifle were stolen while located at the ******* **** ******* **** **** ******* owned by ********** *********.  Our first notice of loss representative advised the insured that coverage was available for theft subject to the insured’s $2,000 Homeowners’ deductible.  She further provided *** ******* with the appropriate claim number and advised the assigned file handler would contact him further to discuss.  On the same day, the assigned customer service representative left a message for **** ******* indicating that the file was going to be assigned to an independent adjuster to further investigate.              On January 12, 2012, one of our team leaders had an in-depth conversation with *** ******* advising him of the pertinent policy language which may prohibit coverage for the four-wheeler.  He was told we needed to further investigate the circumstances surrounding this loss.              Our adjuster did meet with *** ******* and obtained his recorded statement.  The adjuster confirmed he did not discuss coverage with the insured.              Based upon the circumstances for which the **** ****** *** ************ was used, coverage is not provided for it or its accessories.   Coverage for the rifle does exist; however, the approximate value of $300 does not exceed the insured’s $2,000 deductible.  The denial of coverage for the four-wheeler is based upon the following policy language:             “SECTION I – PROPERTY COVERAGES             C.        COVERAGE C – PERSONAL PROPERTY                         4.         Property not covered:                                     c.         Motor Vehicles.  (1)   This includes: (a)    Their accessories, equipment and parts; or(b)   Electronic apparatus and accessories designed to be operated solely by power from the electrical system of the motor vehicle, but only while such property is in or upon the motor vehicle.  Accessories include antennas, tapes, wires, records, discs or other media that can be used with any apparatus described above. The exclusion of property described in (a) and (b) above applies only while such property is in or upon the motor vehicle. 2.         We do cover motor vehicles not required to be registered for use on public roads or property which are: (a)    Used solely to service an insured’s residence; or(b)   Designed to assist the handicapped.” If you need any other information, please feel free to contact me.                                                                                     

*** ***** **** | Branch Manager

Consumer Response:

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 # ********

[If you are rejecting the business's response please enter your rejection comments here.]

Regards,

**** *******

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/2/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a personal all of my insurance through AMica. I have put in a personal articles claim for missing scheduled jewelry. They are continually harrassing me, investigating me and have not paid on the claim. I put in the claim the 19th of December and they have made me jump through one hoop after another.

Desired Settlement: I would like an apology regarding the constant harrassment and interegation of me by them as well as a payment for the missing scheduled items on the policy that I have paid for in full.

Business Response: Re:                 ****** *****Our File:          ***********
 
To Whom it May Concern,
 
****** ***** contacted Amica on December 20, 2011 and reported that upon returning home from a trip to **********, she noticed that four pieces of jewelry were missing from her jewelry roll that was used to transport here jewelry.
 
We sent an acknowledgment letter on December 20, 2011 and the loss investigation was assigned to Amica investigator, ***** *******.  Mr. ******* contacted ****** ***** on December 21, 2011 and an appointment was set up for January 2, 2012.  We completed our investigation of this claim on January 11, 2012. We contacted****** ***** on January 11, 2012 to discuss settlement of her claim. We agreed to settle based on the appraised values of the four pieces of missing jewelry. Payment in the amount of $4,340 was made on January 11, 2012

Consumer Response:

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 # *******.

[If you are rejecting the business's response please enter your rejection comments here.]

Regards,

****** *****

 

 

Business Response: We disagree with ****** ******* allegation that we violated her privacy rights and/or her rights as a consumer.  We consider this matter closed.

Consumer Response:

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 # *******.

[If you are rejecting the business's response please enter your rejection comments here.]

Regards,

****** *****

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

2/3/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am shopping around for insurance. Unfortunately there was an accident reported by Amica incorrectly for the amount of $69.00 dated 07/16/2011. This was a comprehensive claim, in which I was not at fault (windshield crack). This was reported via ********** as an accident, showing that I am at fault. Can you please correct this information on your system and notifiy ********** of the inaccuracy.

Desired Settlement: correct this information on your system and notifiy ********** of the inaccuracy.

Business Response: We have reached out to Mr. ***** to discuss his concerns and explain the content of our reports.  We have invited him to contact us with any additional questions that he may have.    

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/27/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been a customer of Amica Insurance's automobile insurance component for around a year now. On January 9, 2012, as I was backing out of heavy flood water in *******, the front bumper of my car was ripped off. There was also water damage to the car which necessitated repair, such as a transmission flush. Although I called Amica and immediately made a claim about the bumper, they did not follow through with what was promised to me in my policy, and did not correctly cover the damage I reported. The company only agreed to pay for a small part of the water damage my car suffered--an amount which did not even begin to penetrate my $500 deductible. In order to gain coverage of the bumper damage, they told me that I would have to file a second claim related to a collision, even though a collision never occurred and the loss of the bumper was entirely due to flood waters. This second claim would likely have raised my insurance rates making it more difficult to sign up for other insurance companies, and would have required me to begin another $500 deductible. After learning of the plans Amica had with regard to my claim, I attempted to get in touch with my claims agent, ***** ******, for a week. No one ever contacted me or answered the phone when I called, and I finally got in touch with my local office only after calling the national customer service center. By the time I finally got in touch with anyone, it was almost time to drop off my rental car. The immoral business practices of Amica need to be known by the public. This is a company that takes money from its clients and attempts to break claims into several smaller claims so that its clients suffer rate hikes and are not able to get the coverage they were promised, even in events such as unexpected flash floods.

Desired Settlement: I want to have the damage that should have been covered for my car covered together in one claim with one deductible. If that does not occur, I want a full refund for my insurance policy payments.

Business Response: January 26, 2012

Better Business Bureau





Our File Number: ***********

Our Insured: ***** ** *****

Dear Sir/Madam:



Your January 21, 2012 correspondence was referred to me to provide response.  



Ms. ***** had reported she was driving down a road when she suddenly encountered several feet of water.  She indicated she immediately reversed quickly to avoid driving further into the flood waters.  As Ms. ***** was backing, she stated she heard a scraping noise.  After moving to higher ground, Ms. ***** noticed her front bumper was missing.  



Our appraiser inspected the vehicle and found evidence of minor flood damage to the engine and transmission.  Our appraiser opined that the bumper damage was pre-existing and not related to the flood loss.    As a result of this report, our Claims Service Representative offered to cover the engine and transmission damage under the flood claim and open another claim for the front bumper damage.  



Ms. ***** disagreed with our position and discussed her concerns in further detail with our Claims Service Representative Supervisor on January 20, 2012.  As part of her review, the CSR Supervisor followed up with Ms. *****’ repairer.  Based on the input from the insured’s repairer, we agreed to cover the front bumper, engine and transmission damages as one loss.  



This decision was relayed to the insured at that time.  Total damages totaled $1,644.25.  A payment of $1,144.25 was issued to Ms. ***** that same day.   This payment reflects Ms. ***** $500 deductible.

If you require any other information, please feel free to contact me.



Very truly yours,









****** ** ***** ***Branch ManagerAmica Mutual Insurance Company1-800-242-6422, Ext. **********@amica.com

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/22/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 10/17/2011 my car was rear ended when I was at complete STOP. Followed up with Amica (Liability insurance) to get it repaired. Claim # ***********. Amica provided initial estimates and informed me that I can go to any auto body shop to repair the car. I took my car to ***** auto body shop in ******* **. ***** representative followed up with Amica and informed me that it needs some additional repair work and followed-up with Amica and it was approved by Amica on 11/18/2011. Amica representative ******* approved the new estimates and authorized the body shop to repair it. Also, provided rental car... reservation # ******. My car was fixed on 12/02/2011 and I went to pickup the car, but, Amica backed out and never paid the repair cost $1028-71 saying that they are waiting for police report. I ended up paying repair cost even though my car was rear ended. Also, I've to pay around $435-00 towards rental car. I confirmed with ** state police that they can't provide report as it was a minor accident. Followed-up with Amica and faxed all the latest paper including police log to ******** and have been leaving VM to complete my request for the past one week. Unfortunately she is not responding. accident.

Desired Settlement: As my car was rear ended when I was at complete STOP I expect other persons insurance company (Amica) to pay complete repair cost and rental car payment.

Business Response: Your File Number: *******
Claimant: ******* ******
Our File Number: ***********
Date of Accident: October 17, 2011
Our Insured: ****** ** ******


To Whom It May Concern:

Your e-mail correspondence of December 15, 2011, addressed to Mr. *** *******, Assistant Vice President, Sales and Client Services has been forwarded to me for review and response.  
Based on the accident reports submitted by both parties, there are conflicting versions of the accident.  Our insured reports that both he and the claimant were merging at the same time when the impact occurred.  The claimant reports that they were at a stop and our insured rear ended them.  The damage is not a direct rear impact but more on the driver’s side rear of the bumper of the claimant vehicle.  There were no witnesses and there is no police report available.  We offered the claimant 50% of his damages based on the conflicting versions of the accident. Our offer was flatly rejected.   
As Mr. ****** has rejected our 50% settlement offer, the offer will be withdrawn as we intend to conduct some additional investigation, including obtaining formal statements from both drivers. If information is obtained which changes our liability position, we will reconsider our offer to the claimant.  
To clarify, our representatives have never  accepted liability for this loss as reported by the claimant.  We did inadvertently authorize a rental car but realized the error and cancelled the reservation within 20 minutes of the call.  The claimant was not financially impacted by this error.
The supporting documents we are providing are for complaint response purposes only.  We request that you treat them as privileged and confidential material not to be sent to others. This request does not apply to items that are public record.
Please contact me at the number listed below if you have any questions or require additional information.

Very truly yours,


***** ** ********, CPCU, AIM, AIC
Assistant Branch Claims Manager
Greater ******** Office
Amica Mutual Insurance Company
*********amica.com
(***) ******** ******

Consumer Response:

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 # *******.

Firstly
thank you for your follow-up. Here are couple of points I would like to
bring to your attention.

1.
The other person was rear ended me when I'm at complete stop...it was a morning rush hour commute and it was a stop and go commute. I believe as per ** state
law it's obviously his fault. 

2.
Other person supposed to yield for traffic coming from my side. There is a yield sign on other person’s side. 

3.My car was hit at middle of back bumper just below the name plate. Please let me know the e-mail address where I can forward the photos as I'm encountering problem to upload the photos. Also, I believe Amica's claims approval agent also must have photos.

4.As soon as other person hit my car...he came to me and said sorry. I believe his sorry explains that he made a mistake.

5. The police orally said to me that 'It's obviously his fault because your car was rear ended'. Amica/BBC can call him to verify. His
name is Tpr. ******* Phone No. ************. Police Log # ****************  

6. One of my friend was traveling with me on that and he is willing to act as witness. Amica/BBC can follow-up with him. Name: *** ****** - Phone No.
*************

7. Few days (I can provide exact date later, if needed)  back Amica informed me that they will do further investigation but they never
came back to me after that. I followed with ******** phone ************ x ***** and left a VM, but, there was no feedback till now. 

8. Please not accident was occurred on 10/17/2011, it has been more than two months but still they are investigating. 

9. Amica claims that they cancelled the rental car reservation with in 20 minutes of confirmation, but, NOBODY informed me that my rental car reservation
was cancelled. Also, I was informed by ***** representative ****** **** Phone # ************ that Amica agreed for payment and for a rental car on Friday and I handed over my car and picked up rental car on a following day Saturday. If Amica informed with in 20 minutes of reservation how can it be possible that ********** rental car company gave me the rental car paper with bill to information Amica?

10. Bottom line, other person made a mistake and he should take complete responsibility for his mistake and pay me 100% of repair cost and
rental car payment. 

11. If I don't get the 100% of repair payment and rental payment, I'm planning to file a case against Amica. Please advice.

Thanks again for your help. 

Regards,

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

Regards,

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

 

 

Business Response: This is in reference to our insured, ****** * ******* the claimant is ******* ******. Your file number is *******. Your email correspondence of December 28, 2011 addressed to Mr *** *******, Asst VP, Sales and Client Services has been forwarded to me for review and response. Based on the initial accident reports submitted by both parties, there were conflicting versions of the accident. We have since conducted additional investigation into the accident and have now accepted full liability for ******* ******’s damages. He is aware we have accepted liability and payment was issued to him today. Please contact me at the number listed below if you have any questions or require additional information

Business Response: December 21, 2011 
 BBB of ******* *** *** ** * **
*** ****** ***** ***** ***** ***
************ ** **********

Your File Number:   *******                                                         
Claimant:   ******* ******                                           
Our File Number:   ***********                                         
Date of Accident:   October 17, 2011                                                      
Our Insured:   ****** ** ******
To Whom It May Concern:            

Your e-mail correspondence of December 28, 2011, addressed to Mr. *** *******, Assistant Vice President, Sales and Client Services has been forwarded to me for review and response.             

 Based on the initial accident reports submitted by both parties, there were conflicting versions of the accident.  We have since conducted additional investigation into the accident and have now accepted full liability for ******* ******’s damages.  He is aware we have accepted liability and payment was issued to him today.  Please contact me at the number listed below if you have any questions or require additional information.                                                             

Very truly yours,                                                                                                                       
***** ** ********, CPCU, AIM, AIC                                                           
 Assistant Branch Claims Manager                                                           
 Greater ******** Office                                                           
Amica Mutual Insurance Company                                                            
********@amica.com                                                           
 (***) ******** X*****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/22/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I opened up a "joint policy" auto/renters with Amica a while back. I had switched to them due to the lack of service from the other company. On 12/10/10 I was involved in an auto accident. Amica had made the decision to "Total Out" my vehicle. I was still making on time payments on my policy. Amica had sent me payment for the loss. Soon after they sent me the loss payment they sent me a letter stating that they were cancelling my policy. I was left out in the wind with NO coverage. They recently sent me a letter stating that I owe them a cancellation/late fee of approximately $21.00 on my cancelled policy. They also state that they will/have reported me to a collection agency. I find this service to be unacceptable.

Desired Settlement: I would like first for them to remove ANY negative remarks from my record. Clear my info from any collection agencies. Accept the fact that they cancelled me and I did not cancel them. Nullify/Void out these cancellation/late fees. No more mail letters!

Business Response:                                                  January 11, 2012
                                                                               
               Better Business Bureau                                          
               *** ****** ***** ********** ***** *** ********* ** **********                      
                                                                               
                                                                               
                    BBB Complaint #*******                                     
                    Company ID# ******                                     
                                                                               
               To whom it may concern:                                         
                                                                               
                    We are writing in response to your letter of               
               January 8th, 2012 regarding the complaint that was filed on     
               January 6th, 2012.                                              
                                                                               
                    The customer had two separate policies with us, an         
               automobile insurance policy and a renters insurance policy.  The
               renters policy renewed on June 16th, 2011.  No payment was      
               received and the policy was cancelled for non-payment on August 
               6th, 2011.  The $21 that the customer has been billed for is for
               the coverage provided from June 16th, 2011 to August 6th, 2011. 
                                                                               
                    We trust our response satisfies your request for information
               pertaining to this case.  Please contact me directly if you have
               any questions or need addtional information.                    
                                                                               
                                                                               
                                        Sincerely,                             
                                                                               
                                                                               
                                                                               
                                        **** ** ******, CPCU                   
                                        Sales&Client Services Manager          
                                        Amica Mutual Insurance Company         
                                        *******@amica.com                      

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/18/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: **** *****, an insurance agent from Amica Insurance Company based in Duluth, GA made serious errors in handling a homeowner insurance premium refund and she and her manager **** ***** made changes in the system, told lies and did everything in their power cover their mistakes. Their deception and unprofessional behavior facilitated the crime of theft by taking and deception and although they have the power to rectify the situation they refuse to do so. Because they refuse to assist me I am responsible for paying back money ($1126.00) that belonged to my mortgage company that they sent to my ex-husband who cashed the check (made out to both of us) and spent ALL of the money. I have spoken to L*** ****** **** ***** *** **** ******* all of which were unprofessional and displayed total disregard for the predicament that they caused. In essence, they sent a refund check to someone who did not even have a legal right to the property.

Desired Settlement: I would like for Amica to be true to their claim of taking care of their customers and file the claim the bank needs to reverse this process so I can send my mortgage company the money they are owed.

Business Response: The insured's Homeowners policy was cancelled on 11/29/11 at the insured's request as the home was sold.  A return premium check in the amount of $1126.25 was subsequently issued and made payable to both named insureds, ***** ****** *** ***** *******  The return premium check was mailed to Mr. ******'s address.  Our records indicate Mr. ****** endorsed the return premium check and deposited it in his account without Mrs. ******'s signature.  We provided Mrs. ****** with a copy of the cashed check.  We let Mrs. ****** know we are sorry for the frustration she has experienced and offered to write a letter indicating the check was issued in both names, as the contract was issued in both names, and therefore should have been endorsed by both parties.  We also spoke with Mrs. ******'s bank and are gathering information on the process for having the check and funds returned to us.  We will continue to work with Mrs. ****** in an effort to recover the funds and reissue the check. 

Consumer Response: [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 will tentatively agree that this proposed solution is acceptable in reference to complaint #*******. However, my satisfaction is contingent upon Amica honoring their commitment to complete the necessary paperwork and work with both financial institutions in order to reissue a new check.

Regards,

***** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/15/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was involved in a car accident on 11-16-11. My own insurance company ( Amica ) will not stand behind me. Rather than taking my word for what happened and going after the other insurance company. Like they should. They keep trying anyway they can to keep my deductable. This is from a company that has on it's website " Highest in customer satisfaction auto insurers,12 years in a row " and put on their commercials that it's not who you are insured with but it's how you are treated.I think they are doing a very poor job in both areas. They don't mind taking your money . They just don't want to give it back.

Desired Settlement: I think they should refund my deductable and not surcharge me.They should practice what they preach and go to bat for me.Than I would be satisfied and feel like they are treating me well. Instead they said to me " well you can always appeal" I am paying for a service and Amica should be advocating for me as I am the client and not trying to justify their decision by asking me to defend myself with them.

Business Response: We are in receipt of Mr. *****’s complaint of 12/22/11.  This complaint has been forwarded to me for a response.  At Amica, it is our pledge to show concern and treat the customer as if their claim is only one we are handling.  We strive to be their advocate whenever possible.  We also pledge to communicate with our customer during our investigation and inform them in a timely fashion of our conclusions.  Sometimes our investigation concludes something that is not the same as what our policyholder believes it should be.  In this particular situation, our investigation revealed that Mr. ***** had a stop sign that controlled his travel.    He failed to yield the right of way to the other vehicle. This version is confirmed by an independent witness to the accident.  Mr. *****’s failure to yield the right of way was the proximate cause of the accident.  Thus, we accepted liability for the damages to the claimant vehicle.  While our policyholder disagrees with this conclusion, we must look at the totality of our investigation and draw logical conclusions within the confines of ** law.  The waiver of deductible endorsement allows us to waive the deductible of our policyholder under certain circumstances.  None of the circumstances are present in this instance.  As such, we are unable to waive the deductible.  We are guided by the laws and regulations of the Commonwealth of *************.  The Division of Insurance – Board of Appeal administers the surcharge process and does have the ability to vacate surcharges.  We are obligated to apply a surcharge when the law requires we do so.  By law, the surcharge is considered to be determinative unless and until the operator overcomes the presumption by producing sufficient evidence at an initial review or hearing (*** *** **). The Board of Appeal has established a mechanism for appeal which is the means through which the policyholder can produce their evidence in support of their position to vacate the surcharge. Mr. ***** was kept apprised of the status of the claim throughout the course of the investigation.   While he does not agree with our conclusions, we believe that we provided a high level of customer service.  Since the conclusions of the investigation are not what he would like to see, we can understand his disappointment in the process.  We stand ready to answer any additional questions or concerns that Mr. ***** may have regarding our investigation or the surcharge appeals process. If you have any additional questions or concerns, please let us know. 


 *** ******* ­| Assistant Vice President Amica Mutual Insurance Company

Consumer Response:

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 # *******.

[If you are rejecting the business's response please enter your rejection comments here.]How can they pledge to treat each customer as if their claim is the only one they are handling when ******** had no idea who I was when I called ? All she wanted was my file number. I was not a name but a number. I was than asked to hold on a minute so she could review her notes. I was also not kept apprised of the status of the claim throughout. ******** told me she would call the witness and get back to me. Six days later I had to call her back. Than the question she was supposed to ask the witness she never asked. She only heard what she wanted to hear. That's my disappointment in the process.

Regards,

***** *****

 

 

Business Response: It is apparent that Mr. *****’s displeasure with our company goes beyond his initial issues regarding our advertising, and conclusions regarding liability and the surcharge that is mandated by law. 
 
Our pledge is our promise to treat our customers in a fashion that shows that their claim is important to us. Amica’s commitment to exceptional service is undisputed in the industry.  The perception that our claims professionals should know exactly who every customer is when they call, or that our investigations be conducted in a fashion that completely meets with the approval of our customers is an expectation that cannot always be achieved in the business world today.  Investigations do take time to complete.  Obtaining the cooperation of all the parties involved in this instance did take time, but in the end, we were able to understand all the perspectives and make a logical and fair decision. 
 
Taking the time to provide accurate information is important and our records and history shows that we have upheld that commitment.  The information and decision may not be what the customer wants to hear, but we are bound by the law to take the actions that we did in this case.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/3/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Amica's policy holder Mr. ******* ******** failed to maintain proper lookout while traveling through a parking lot which caused him to crash into my wife's ********* ******* vechicle. Mr. ******** was found at fault by ***** my insurance company claim #****************. This accident occurred on 09/17/2011police report ***********. On 09/23/11 Amica did an appraisal (file id ****) on my wife's vehicle and started repairs, then about a week later they decided to stop repairs and investigate the accident. Ever since then Amica's adjustor Mrs. ******* ** ****** (###-###-#### *****************) has been pushing our claim back stating that the haven't received the police report, then our report, then our witness report, etc, etc. It is to my understanding that insurance companies should have a liability decision within 30 days, but it has been almost 90 days and they have not taken responsibility of the accident and continued the repairs. Amica has failed to take liability in a timely manner, has not provided me with a rental vehicle, has not repaired our vehicle, has not provided service in good faith.

Desired Settlement: Amica needs to continue repairs of our vehicle as soon as possible, pay for the rental vehicle and all the expenses we have incurred due to lack of transportation, and compensate us for the lack of service, loss of time and depreciation of our vehicle.

Business Response: Dear Sir/Madam:               Your December 14, 2011 correspondence was referred to me to provide a response.  This automobile accident occurred in the parking lot of **** ***** on September 17, 2011 at 4:05 PM.  Each operator alleged they were traveling down the main aisle of the parking lot when the other driver came from a side aisle into their path.               Both our insured and the complainant each provided the name of the same, sole independent witness.  That witness completed a “Witness Report” for us and confirmed he saw the accident and that our insured was traveling in the main parking aisle and the complainant came from a smaller aisle from our insured’s left.  The investigating pollice officer’s diagram is in agreement with the insured’s and witness’ contention that the insured was traveling northbound adjacent to the row of parking spaces and the complainant was traveling in between the parking spaces.                Based on the input from the police officer and the confirmed independent witness, we feel the complainant was over 50% at fault for this loss and as such, under Texas law is unable to recover any percentage of her damages.               Lastly, our file reflects that our initial and continuing communication with the complainant clearly pointed out that liability was in dispute and at no time did we authorize any repairs be done to their vehicle.  The complainant, as the vehicle owner, is the only one who has the right to authorize repair work.  If you have any further questions, please feel free to contact me.                                                                                        Very truly yours,                                                                                         ****** ** ***** **.                                                                                     Branch Manager                                                                                     Amica Mutual Insurance Company                                                                                     ###-###-####, Ext. *****                                                                                     ***************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/29/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was checking into changing insurances for our household's auto insurance to try and get a better rate. As I am sharing information with other companies to start a process of possibly changing insurances, I am told a rear-end accident on 9-20-2005 is labeled as me as the driver & the accident is my fault, in the Motor Vehicle Report LIS agents can access to use as a tool to evaluate rates and view consumer's driving history. I called Amica @ ************* & chose claims, I got a lady named ******** @ extension ***** on Thursday, Dec 8. ******** seemed uninterested in my requests to have this cleaned up & records corrected, but she said she would look into it and get back to me. I requested ******** give me a day and time she'd call me back & that date was by the end of business (5pm) on 12-9. She did not call. I called ******** again, Dec 13 wanting to ask what the status was on her research & I got voice mail. I left a message requesting she call me back & adding I would like a Letter of Experience from Amica from the inception of relationship. I agree this is an old record but it does affect my ability to get a better rate on my current insurance (yes I dropped Amica, ******** helped me make that decision by discounting my requests & not following thru on my issues.) As of today Dec 14, 2011 I have not heard from ******** or had these records corrected per my knowledge.

Desired Settlement: I would like to have the ALL records corrected in all areas affecting Motor Vehicle Reports & the LIS and all other associated programs we comsumers are not aware that other insurance agents use as tools to evaluate us drivers. In this particular accident, my husband was the driver of our truck at the time of the accident & we were rear-ended in Costa Mesa CA by another driver & the accident was not his fault. Amica has it documented as me as the driver & the accident was my fault. I would like a true & correct Letter of Experience from Amica for the entire time frame we were their customer. I am requesting to be reimbursed $5 per day, starting today (12-14-11), until this is resolved to my satisfaction by Amica to off-set the discounts I cannot achieve due to their errors in record keeping.

Business Response: Thank you for the notice of a complaint filed with your organization by our customer ****** *******, which was referred to me for a response.  Mrs. ******* asked for assistance concerning her loss record with our company.  Specifically she mentions a 9/20/2005 loss that she advises is labeled incorrectly with her as the driver and the accident as being her fault.  In her settlement request she asks for all records to be corrected and to obtain a copy of records used by insurers.   She also noted that a call to one of our representatives was not returned.

I have reviewed our file and had multiple conversations to resolve the concerns that were raised.  Our goal is to exceed our customer's expectations and we were disappointed that the initial service response did not meet that level of service.

After discussing this matter with the customer, it was evident that there was some confusion on the number of accidents.  In the customer's note to BBB there is reference to a 9/20/2005 loss but our insured denied this loss existed when I spoke with her.   She also references in her complaint a loss in Costa Mesa, CA.  This was a separate claim from 8/10/2007 for which we made payment to Mrs. ******* and also recovered from the responsible carrier.  She is in agreement with this claim.  though she declined the 2005 loss occurred, our records clearly showed that there was a claim that had been paid.  After she conferred with her husband, Mrs. ******* acknowledged that he did in fact have an accident where he was at fault.  Our records of the claim were accurate with regard to the handling of this loss with the exception that the operator was incorrectly listed as Mrs. ******* rather than Mr. *******.  We report losses to C.L. U. E. and this loss no longer shows up in that system due to its age.  Therefore, we are unable to make a change to that dated record.

We have communicated this information with Mrs. ******* and she is satisfied with the clarification that there were indeed two separate accidents and that aged record will not be changed. we offered to provide a clarifying letter for her use in seeking coverage elsewhere and are waiting to hear form her if she wishes to have this.  We are also providing the requested insurer information that we are able to provide her.

If you should have any questions or need additional information, please contact me.

Very Truly yours,
******* ** ***** CPCU, AIC
Amica Mutual Insurance Company

Consumer Response: I agree with ****** response per this matter.  My husband did have an accident in WA in 2005.  I was not even in the truck or in that state when this occurred.  I probably handled the paperwork and conversing with Amica, but ultimately I looked like a liar to my new insurance agent when she questioned me about my driving history.  I knew I had never had an at fault accident & going from memory, this was clearly a clerical error of some sort.  I also need to add from a consumer standpoint, I am a little disturbed about records being created on our behalves as customers that carry long term penalties, if records are not correct OR the businesses do not have the ability to correct on our behalf.  I need to add, neither insurance agency, Amica or my new company are willing to take my word over these created records, adding another layer of frustration for the consumer from an aspect when we consumers are not rightfully documented & in most cases unaware these records even exist.

I learned new lessons about insurance documentation during this confusion.  **** mentioned they use the CLUE reporting system & my new company uses a system called LIS. 

**** was very delightful to work with to try & resolve this confusion, but he was not all bearing when this all started & I was mad.  Little by little over the many conversations I had with Jeff more and more specifics came to light.  Like in the beginning, I knew Amica had claimed there was a claim check created, but he did not say it was a 3rd party or that the accident happened in WA. Those specific details helped us piece this timeline together, not sure if those details emerged during Jeff’s research or if he was intentionally
hiding the specifics to see if I was just someone blowing smoke. 

**** has ordered documents from HQ for my records knowing his documents are too old to be corrected; he had told me this before departing for his holiday vacation.  **** suggested he create another letter on our behalf. I have left **** a voice mail accepting his suggestion.  As of this date, I have not received any documentation from Amica.   

This does not help me get the added discounts with my new insurance company, but I am happy to get to the truth.  By **** being so vigilant in this matter, I will at the very least have some sort of clarifying documentation if needed. 

Thanks ****, it has truly been a pleasure dealing with you & you are a great manager.  I look forward to reviewing the documents your company provides.  Happy 2012! 

Reference to complaint #*******.

Regards,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/19/2011 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called Amica a little over a year ago, after being a customer of American Family Insurance for over 20 years, to get a quote on moving my home and vehicle insurance. I answered every question honestly and completely, those that I did not have specific answers to such as how far away the nearest fire station was I answered honestly. My rate came back at $551 for home owners and $1064 for my vehicles. I agreed to the rates and policies and completed the entire process of moving my business over to Amica. Then came the renewals this year..... I had zero claims (ongoing for many years) and recieved a 15% increase in premiums for my vehicles (that are now a year older and worth approximately 7% less). I inquired and was told that all of ND had a rate increase. No other explanation was given. Next came my renewal for my homeowners policy. This went up 69% in one year with zero claims. I inquired on this and was told that the largest reason for this 69% increase was because they reevaluated the fire protection (which did not change at all in the last year). I believe Amica is loosely putting together policies and then looking for reasons to increase the policies once customers have moved over. Amica's reevalution of the fire protection, which was not accurate, was largely based on the distance to the nearest fire station being 5.4 miles vs. the 5 miles that they originally came up with. Does a 69% increase seem reasonable?

Desired Settlement: A reasonable rate increase.

Business Response: We wrote both automobile and homeowners insurance for our insureds effective November 2010.
 
While preparing the renewal policies for 2011, we discovered that we had inadvertently written the 2010 policies with incorrect information.   
 This was not the fault of our insured, but rather Amica’s internal error.  We made the necessary corrections and issued the renewal policies.  
 
Specifically, we corrected the territory on the automobile policy renewal, and reflected the correct fire protection class on the homeowner’s renewal policy.
We have checked our rates and they are accurate.
 
We have explained this to our insured on 10/28/11.  

Consumer Response:

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 # ********

The business practices of AMICA insurance are unacceptable, unethical and irresponsible.  Bringing people in by giving them good rates and quickly throwing together a policy that has assumptions that generate the low rates, and then going through the assumptions now in detail a year later and making seeming insignificant changes that increase policies by 69%, yes 69% (because I live 5.4 miles away from a fire station instead of 5).  Not to mention they don't even have the customer service to give you the answers to exactly why, even after you go through the BBB (which I have never done before for any business).  

Regards,

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

 

 

Business Response: We wrote both automobile and homeowners insurance effective November 2010.
 
While preparing the renewal policies for 2011, we discovered that we had inadvertently written the 2010 policies with incorrect information. We made the necessary corrections and issued the renewal policies.  
 
We have checked our rates and the premium being charged is correct.
 
  

Consumer Response:

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 # ********

The response from the business does not address the issue nor resolve the situation.

Regards,

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

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/11/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been out of work for a while just like alot of Americans in this economy. I was slow paying my suto insurance because I did not have any funds coming in. I explained this to multiple agents with ***** but they did not seem to care. I was paying them anytime I received any funds. I was very disappointed to find out that ***** cancelled my policy and would not allow e to re-instate it. I advised the agent that I was back to work now and I would be able to keep payments up. Without any regard for what is going on they provided me with poor customer service. I have never been more offended or treated like this with any company. I am very concerned that this is happening to other americans. I would expect ***** to understand that we did not want to be late we just didnt have a choice. ***** did not show any compassion for what is going on and I dont think that is right.

Desired Settlement: I would like my policy re-instated.

Business Response: Thank you for allowing us the opportunity to respond to Mr. ***** Wrights concerns. We provide Automobile insurance coverage for Mr. ****** from April 5, 2010 to September 29, 2011. During the time, we corresponded with Mr. ****** via letters and invoices to keep him informed of his policy's payment status. His policy cancelled on September 29, 2011 due to non payment. ***** may provide an automobile insurance policy for Mr ****** by placing coverage with ***** General Agency. We welcome the opportunity to speak with Mr. ****** to discuss the requirements for coverage and to develop his insurance needs. We may be reached by dialing ###-###-####.

Consumer Response: ****** ******** *******

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 #8819686.

Regards,

***** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/30/2011 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchase Renters Insurance from Amica August 2010 and paid close to $100 for a full year coverage. For the record the policy number is ************ Due economic contraints we never re-new the policy. We got a notice dated september 22, 2011 stating that " Insurance coverage has been provided for which we have not been paid.....To clear your name from our files, payment of $14 is require. I called the 1800-number on the notce to asked what this $14 represent and the representive told me she saw a zero balance. So I asked what the notice is about and told she don't see such an amount on file. What I could not understand is why $14 when I paid previous for a year. Two days ago I received another notice for the same amount. As far I'm concern I contracted their services for a year and paid in advanced. After that year has passed and not re-newed, contract close. I made an attempt for explantion and was told otherwise. I would love for these treating notice to stop cause I don't owe Amica any monies. Thanks in advance. ***** *** ******** ****

Business Response: We are currently reviewing this matter and will have a formal response in the next few days. Thank you.

Business Response: Please note the following response to this complaint: “Our policies automatically renew and we were unaware the customer no longer wanted the coverage until he contacted us in October.  We have spoken with the customer and resolved the complaint to their satisfaction.” Please acknowledge receipt of this e-mail ********************* Thanks. -          ***

Consumer Response: [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 not does satisfy my issues and/or concerns in reference to complaint #******* but the phone call my wife received recently promising the ZERO the account, I will let this issue rest here.

AUTOMATIC RENEWAL POLICIES WITHOUT PRIOR CONSENT IS A ABUSE OF CUSTOMERS' RIGHTS.

Regards,

***** ***

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/14/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have Insurance with Amica and has been so for about 6 years. I recieved a cancellation notice telling me that my vehicle was stolen in February 2010. My car was rammed by a man who had no driver's license and noinsurance while behind the wheel of his wife's car. A Police report was made and the Insurance sent Mr ****** out to take pictures and filed. Since he was uninsured, they paid me and then went after him. Fraud has come to my attention since my insurance does not legally expire until December 2011 Not November. It is a different policy number altogether. I have also been blacklisted from having any Renter's or auto insurance. I am also due an annual rebate check. It is a well known fact that I am a continuing victim of Identity theft. It is on file with The ****** ******** ********* ****** and ******* ***** **********.

Desired Settlement: I want my named cleared and my annual rebate sent to me along with an apology the false information removed from my file.

Business Response: We have carefully considered our position to not offer a renewal policy to our customer.  In compliance with ****** statute we notified our customer with the specific reason for non-renewal and in the required time frame.  This decision was based on our customer’s adverse loss history.  The policy is set to expire on November 3, 2011 and the dividend check referenced in the complaint will be issued 7-10 business days after the expiration.  This is our typical turn around time for all of our customers with a policy that returns a dividend at the end of the policy period.   The auto policy was cancelled properly upon request from our customer which was set to expire in December and is a separate policy number.  No auto policy is in force at this time.  Privacy is safeguarded as outlined in our privacy policy sent annually to our customers.  Safeguarding our customer’s privacy is paramount.  We do not find that our customer’s account has been compromised.

Consumer Response:

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 # *******.


Regards,

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


 

 

Business Response: Since receiving the original complaint we have spoken with our customer twice to attempt resolution.  We have clarified that our expiration date referenced in our letter was correct and that the policy expires November 3rd.  The December date referenced by our customer was for her auto policy which is no longer in effect as the insured cancelled this policy.
 
Acknowledging that she did report a homeowner’s claim in 2011, the customer is contending that she did not make a homeowner’s claim in 2010.  This was researched thoroughly and we find that there was a claim reported for a loss February 17, 2010 and the claim paid to our insured.
 
Our decision to not offer a renewal policy stands as our original letter is factually correct as outlined in our response and rebuttal and is compliant with ****** statute.

Consumer Response:

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 # ******. I am rejecting their response because, My car was not stolen in 2010.  I turned the car in and had documents notarized this year (2011) after it was vandalized. License plates were turned into the DMV for the State of ******.  I was paid to get the vehicle fixed Not Theft! In the Hit and run by an unlicensed, uninsured driver rammed my car while he was in my assigned handicapped parking space at **** ******* **.  Police reports were filed in both cases, not to be confused with one or another in each year.  These were not my fault. Amica paid me the bare minimum in order to go after him.  Each time their own investigators found in my favor through **** ****** and *******.  **** ******  took the pictures
You may also Note there are thousands of complaints about Amica with the ******* ***** ********** and on the *****************

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/7/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company has refused to use the broad evidence rule in determining actual cash value!

Desired Settlement: The full actual cash value of my vehicle.

Business Response: We have reviewed our file upon receipt of your e-mail noting a complaint filed by *** ********** We have offered *** ********* $6,714.00 for the total loss of her ** ****** *****.  This offer includes $193.00 ($85.75 has already been paid) towards title transfer fee which has not been proven or incurred.  On top of our offer we have paid $100 for 2 beach chairs, $2.79 for a box of Kleenex, $1.00 for a sand bucket, $4.99 for a Sun pass, and all out of pocket rental costs.
 
The ***** ** ******* allows for market value of total loss vehicles to be determine through the use of a market evaluation tool from ***.  The market analysis determined a value of  $4,116 based on the VIN # of the *** *********** vehicle.  We averaged in **** to come up with an initial offer of $5,318.44 for the vehicle.  Through good faith we have increased our offer by adjusting the condition upward from what the appraiser noted and adding options that *** ******* claimed she had.
 
Our final offer to *** ********* is $6,714.00.  As we had not heard back from her we sent a payment of $5,135.19 and left a voice mail stating we would send the remaining $1,493.06 to her upon receipt of the title.  Please note we have already paid $85.75 towards title transfer. 
 
Thank you.

Consumer Response:

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 # *******.

[If you are rejecting the business's response please enter your rejection comments here.]
This does not include the vehicle that I found for sale 2 days afer their insured totaled my vehicle; thus not considering the broad evidence rule in determing actual cash value. I also still have the tag from purchasing my vehicle showing my options. With the unprofessional manner of conduct from their adjuster ****** ******* I took VERY detailed photos of my vehicle to show the condition of the undamaged portions of my vehicle. The way this company conducts business is unethical in my opinion.

Regards,

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

 

 

Business Response: “We reiterate our position as outlined in our previous response of 9/15/11.  In summary, we have offered to *** ********* $6,714 for the total loss of her vehicle, contents that were damaged in the accident, expenses for a title transfer and reimbursement of rental costs.  We have followed the ***** ** ******* guidelines relative to the valuation of total loss vehicles and have adjusted the settlement of this claim accordingly.”

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/6/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On the date of July 24,2011 a *** ****** ****** ***** crash the right side of my vehicle in an improper lane turn which she receive a ticket violation for $160.00 which she is saying she did not understand the police officer due to lack of not speaking english when on the day of the accident she called a friend on her cell who rush to the scene and spoke perfect english with the officer as her translator. As I have called AMICA many times they are not trying to help me with this issue this is *** ***** insurance carrier AMICA - FILE NUMBER *********** Agent ****** *********** @ AMICA( ###-###-####) is no help she refuses to cooperate in settlling this repair issue she continues to tell me that the police officers ticket is not a liable source because he was not at the scene when she crash my car which I believe a ticket is a serious matter or we would not have traffic court or police officers giving tickets to careless drivers. Everytime I call *** *********** and my insurance calls her she gives us the same story that she has to communicate with *** ***** about what happened the day she went to court to disspute her ticket violation. I feel this is an injustice I'm a single mother of two children who I cannot open my car doors from the right side due to Ms. ***** careless driving I cant believe its been 42 days and I cant get someone to help me with the truth. Can I get someone to help in this matter please.

Desired Settlement: All I would like is for AMICA to get to investigating and stop runinng this business with employees that are not qualified to handle a simple claim and *** *********** needs to stop telling me that my best bet would be to go thru my own insurance carrier no *** ***** crash my vehicle I should not have to put $500.00 deductible out of my pocket. For someone that got a ticket of $160.00 for being careless. All I want is for the damage to my vehicle to be paid for as soon as possible in full which right now is at $2,700.00.

Business Response: We have received the complaint from you filed by ******* ******** on September 10, 2011.
 
This incident involved our insured and *** ******** both driving down ******** **** in Brandon, FL.  Our insured was in the right lane and *** ******** was in the left lane.  Our insured is adamant that *** ******** attempted to move into the right lane causing an impact with her vehicle.  This description is more plausible than *** ********’ as our insured’s vehicle would have been in *** ******** blind spot.  It does not make as much sense for the vehicle on the right to turn into the passenger side door of the vehicle to their left since they most likely would be able to see that vehicle.
 
As noted by *** ********, our insured was cited by the police officer without ever speaking with her.  As we told *** ********, the police officer did not witness the accident.  Unfortunately in this case there are no independent witnesses to help determine fault.  As we have not been presented any evidence that would indicate our insured is responsible for the accident we are unable to pay for *** ********* damages.
 
In summary, this is a word vs. word accident in which both parties claim the other party sideswiped them.  Our insured is adamant that she is not liable.

Consumer Response:

I have reviewed the response submitted by the business and have determined that the resa ponse does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.

I do not believe Amica they are stating that the police officer did not witness the accident but they themselves are
acting as if they where at the accident how dare they state that Ms. ***** did not understand
the police officer she had a friend which she called at the time of the accident who rushed over while we waited
for the officer as her friend 
translated word per word from the police officer to *** ***** and I'm a witness to that!!!! 
And i was not in anyway attempting to move to the right lane of course you are going to state that because
*** ***** is not going to state that she is in an SUV 69. in height and driving at 35 mph and 
didnt care to look to see went trying to cross to the left lane that she didnt see my jaguar that
sets in height 36. in which if you look at the hit it tells it all in the pictures but then again
she is also stating that she didnt have a translator at the scene and didnt understand the officer
thats funny her friend spoke perfect spanish and english to my understanding so what is the
language *** ***** was looking to understand ???  At this point I dont see how Amica
continues to state that she has not yet gone  to court on her ticket. cited July 24, 2011
I just cant believe that this business does not conduct a full investigation, Customer's
should know about Amica's business practices!!!!!
 


                                                                                                                                                                                                                                                                                      
Regards,

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


 

 

Business Response: “We reiterate our position as outlined in our previous response of 9/15/11.  We have investigated this accident and reviewed the documentation that has been presented to us.  There are no independent witnesses and the insured and claimant have conflicting versions of the accident.  Based on the position of the cars and points of impact, it appears that *** ******** pulled into our insureds lane of traffic, thus causing the accident. ”

Consumer Response:

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 # *******.

I reiterate my concern because I was there and I know what happen.  At this time it will be coming to three months
and no one has contacted me about the damage on my vechicle and according to the way its being handle no one has
sent me any documentation that this investigation is close.
Regards,

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


 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/6/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I've used Amica for auto insurance for approximately 10 years. I’m 37 years old and married with two children (i.e. a low risk for an insurance company). During this time I’ve had 6 claims with Amica and four of them happened within a short period of time: 12/27/11 (Honda CRV) - At Fault accident (icy conditions resulting in the collision) 4/2/11 (Dodge Charger) – Vandalism (incorrectly labeled as a hit while parked) 8/9/11 (Honda CRV) – Hit and run (door an mirror damaged with parked at a park and ride) 8/22/11 (Dodge Charger) – Vandalism (incorrectly labeled as a collision) There are a few points to call out to frame the complaint: 1) The decision to terminate my coverage was made with 3 of the 4 recent claims are still open 2) Two of the claims are incorrectly represented (vandalism listed as “hit wile parked” and collision) 3) Termination closely follow a disagreement with claim handler ***** ** ***** 4) The reason for termination is “adverse trend of motor vehicle at fault accidents with developed over a three year period” and all six accidents were listed. The problem is that only one of the six accidents was an “At Fault” accident. They also listed a windshild glass claim as an "At Fault" Accident. The reason for terminiation of coverage is inadequate and unacceptable. One "at fault" accident does not make a trend. Because the reason of terminaton does not fit I can only speculate that Amica terminated my coverage because there were 4 claims in a short period of time or because of the disagreement with ***** ** ***** or a combination of the two.

Desired Settlement: I'm filing this complaint to 1) inform the BBB of this situation and 2) to ask the BBB whether or not Amica violated any rules, rights, laws, etc. and 3) to ask that Amica to provide information on how this is being communicated to other insurance companies (in other words: how does this affect my ability to find insurance with another company and how will it affect my rates)

Business Response: In relation to complaint #******* this customer was non-renewed by Amica for an adverse trend of at fault accidents or losses within a five year period.   The customer submitted seven claims in a five year period several of which occurred under similar circumstances.   Even though many of the losses were not at fault they occurred while the vehicle was parked or were hit and run in nature.    The adverse trend of losses is also predictive of a future trend of losses.  In accordance with our filed Underwriting Guidelines we feel non-renewal for overall loss trend is appropriate for this customer.     

Consumer Response:

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 # *******.

The Business' response provides no additional information, addresses mis-labled claims, provides any detail on how the claims are similar or provides the requested information on how this affects my insurance rates going forward.    In addition to providing a details explaination, the business is requires to provide the source of the information used to make their decision.

Regards,

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

 

 

Business Response: Our non- renewal was based on our filed Underwriting Guidelines which state we can non renew for an adverse trend of at fault accidents or losses, (which may not be at fault).   This customer had seven losses over the past 2 years several of which occurred while the vehicle was parked.   All of our information regarding the non-renewal was obtained through the customer’s loss experience on file.   We refer the customer to our letter dated September 16, 2011 for further information.  

Consumer Response:

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 # *******.

The business' second response was just as vague as the initial response.  Please note that the business is required by law to provide a detailed explanation and to provide the any sources of the information used to make their decision (as stated in the initial letter from the business).  Please refer to the previous rejection and the initial complaint for additional information on the items that the business is being asked to address. 

I would ask at this point to please make an honest attempt at addressing each item.  Please do not continue to draw this out unnecessarily.  If the business' response to this rejection is unsatisfactory I will ask to the BBB to mediate.  If the business is being unresponsive to the questions being asked because the decision to terminate coverage was made in error, then reverse the decision and clear it from record.  I will not continue auto coverage with Amica in any case. If the response to each item is satisfactory I will accept the business response and close the complaint.

Regards,

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

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/5/2011 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: AMICA -********, Maryland Office, lied about the coverage after an accident in 8/2008 that totaled my 13 year old vehicle because the cost to repair it was more that the vehicle was worth. The accident was a no fault according to police report and no one was charged. I asked to purchase the car back from Amica and they persisted that it would be too difficult for me to get a new vin# from MVA "lots of headaches". As I searched for a new vehicle Amica kept insisting on giving me false quotes until I purchased the vehicle. Once purchased they placed my accident on the auto insurance accident report to prevent me from being able to get lower coverage from other insurance companies. Amica then trippled my coverage - and at no time did they give me any "written quotes." They kept doing everything verbally even when I asked they refused. They then told me "I would have to pay the higher premium for three years because they had to recoup their pay out to me of $3,600.00. I have been with Amica since 1985 without any accidents. May 2011 due to the shock of my brother passed suddenly I forgot to pay my premium as well as several other bills as wells. Amica cancelled my policy on May 31, 2011 yet did not send me a notice. When I started checking to see which bills I needed to pay Amica had my account still set up on line as if my policy was still good as long as I made a premium payment. However, as soon as I paid it on line my account came up showing "CANCELLED." Therefore, I cancelled the payment. When I called Amica, they wanted me to pay $149.48 on the cancelled, yet they would not reinstate that one. I asked Amica if they were still going to drop the accident in August 2011 as they stated in 2008 and they said "they could not drop it until Aug. 2012 if I took out a new policy effective June 9, 2011!" Amica told me because they would have to write me a "new policy I did not carry the policy for the full year which meant I have to carry it 4 years until Aug. 2012!" After arguing with them because they insisted it had to be a full three years, yet no where in writing have they ever been able to show that to me!" They make up the rules as they go. I also have to pay MVA $150.00 for the nine days because Amica would not reinstate me under the old policy in order to get more money from me at the higest premium. They quoted me an annual premium of $1500 with a $1,000.00 deductable. In order for me to have my my monthly premium at $135.00 which was the same as the cancelled policy but with a $2000.00 deductable, I had to raise my deductable to $5,000. and my annual premium is still $1,353.00. Amica still keep billing me for the $149.00 payment for the cancelled policy yet I have to pay MVA $150 for 9 days of no insurance. I don't have all this money and Amica has no appreciation for it's customers of longevity of 20 - 30 years! What they are doing is their way of beating hard working citizens out of their hard earned money knowing we cannot afford to keep paying these high rates. this is also a means for them to get back the $3,649.00 that they paid me for my totalled vehicle. What have I been paying for all these years? One minor accident and they tell me after the fact - I used the money to help pay down on another vehicle, that "because the amount was over $2500. they had to raise my premium!!" They are nothing but thieves and robbers! I haven't had a raise in 3 years and had to take furlough days with no pay this past year. Where do these companis think we get all this money to pay them? especially when we have had a good driving record all these years - accident free!!!

Desired Settlement: I want Amica to remove that accident from my insurance record effective August 9, 2011 which is three years since Aug. 8, 2008 of that minor accident. So I can get affordable insurance with another reputable insurance company. The Maryland Insurance Commissioners office said they cannot keep it on my record beyond three years!! I am also requesting that the $149.00 from the cancelled policy be waived.

Business Response: Amica contacted Ms *******, and explained that liability rests with her for the 9/18/08 accident in which she rear-ended a vehicle. Amica always strives to provide outstanding customer service, often exceeding our customers’ expectations.  We appreciated the opportunity to discuss this matter with Ms. ******* and are respectful of the fact that we disagree. 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/4/2011 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On June 18, 2011, I contacted Amica Insurance to get a free auto insurance quote. I spoke to a representative named ******* *****, who gave me an auto insurance quote and tried to get to me to purchase the policy with Amica. I told her that at the present time I was insured by ********* ****** ********* *******, and my auto policy would not expire until September 27, 2011. I told her at that time I was only looking for a comparison quote. I contacted ******* ***** again, this time by email, to thank her for the insurance quote. I also told her that the quote she gave me was the highest among the insurance quotes I received from other insurance companies. I advised her that I was not interested in pursuing Amica any further and she replied, "I'm sorry to hear it." I thought that was the end of my contact with Amica and ******* *****. Unbeknown to me, she opened a policy or bonded me without my permission. I started getting mail from Amica, and eventually, I received a copy of the policy. I immediately emailed ******* and asked why she opened a policy me and that the policy she had opened was not authorized by me. I demanded that she immediately closed the policy to which she replied, "that she could not close the policy without proof that my auto was covered by Preferred Mutual Insurance Company." I advised her that I didn't have to show proof of my auto insurance because I never authorized her to open a policy throught Amica. At this point, I am receiving statements from Amica requesting payments for the unauthorized policy.

Desired Settlement: I want this unauthorized policy opened by ******* *****, closed immediately. Also, I want a letter stating that no present nor future collection actions will be taken in an attempt to get any form of payments from me.

Business Response: We apologize for any misunderstanding that may have occurred while assisting *** ***** with a quote for automobile insurance with Amica.  While our records indicate a policy was requested we do recognize that there seems to have been a misunderstanding.  We have since cancelled the policy effective its inception date and updated our records to reflect that no premium is owed.  A confirmation letter has been mailed to the customer as requested.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/26/2011 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: ***** ****** ********* company made an internal error in the coding of my auto premium policy in Oct of 2010 without disclosing this to me until Sept of 2011--11 months after the fact. As a result, my auto policy increased to $4,864.00-- from approximately $1,500.00 based on the renewal statement. I received a "rate increase" without having any accidents or violations or just cause for the increase. A Sr. Acct Mgr explained that they miscalculated the symbols for my 2011 Land rover vehicle: *****-coded me A-one last year when it should have been A-54. The significant amount of the increase is unsettling, and reflects an unethical practice of failure to disclose the coding error much earlier in the year. Had I known the true price of insuyrance for the vehicle, I would have switched companies. I checked quotes with 3 other auto companies and found insurance for 1100-1600 per year- clearly more than ***** is charging me for this policy.

Desired Settlement: I want to have the orignal price of the auto premium restored.

Business Response: During preparation of the renewal automobile policy for the upcoming year, an error was detected regarding the rating symbol for the vehicle.   The correction was made and a new contract for the 2011 - 2012 period was prepared and mailed to the insured sixty days prior to the expiration date of the current policy.  We have notified our policyholder and advised him the original premium for his current policy is being honored for the duration of the policy period.  We have provided ample time for our policyholder to make a decision as to whether or not he will accept our offer of coverage for the following year.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/23/2011 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On July 15, 2011 I had an online chat with Amica representative ******** *. She stated if I made a payment of $43.04 on July 15, 2011 my policy would be reinstated and that there would not be a gap in coverage. I made the payment of $43.04 and then called Amica to inform a representative that I had done so (******** *'s instructions). ***** *****, the representative I spoke with argued that my balance was in fact $71.86 and that is the amount needed to stop the cancellation process and reinstate my policy - a totally different plan and payment than what I was quoted in my online chat with ******** *. I asked to speak to a manager and was put on hold. Kelly returned to the line and informed me that her manager **** ****** will hold off the policy cancellation for 1 additional week. After that time, the remainder of the $71.86 would need to be paid in order to reinstate the policy. Again, I asked to speak with **** but was told she would have to call me back.

Desired Settlement: I believe Amica should honor the guarantee that ******** *. made to me in our online chat. I made my payment and honored my part. I should not suffer because one of their representatives gave me inaccurate information.

Business Response:

we are writing in response to your letter dated July 15, 2011 regarding the above noted complaint. the insured’s policy was to be cancelled for non-payment of premium. when the insured contacted us ot discuss reinstatement of the policy, we agree dot reinstate coverage if she made a payment of $43.04. however, since $71.86 was due to pay the policy in full, the payment of $43.04 left an outstanding balance of $28.82. while we normally would have asked for the entire premium due of $71.86 to reinstate the policy, we honored our agreement to reinstate coverage with a payment of $43.04. the insured still owes Amica the $28.82 balance of the earned premium for the time coverage was in effect. we are confident we have acted in compliance with all pertinent insurance regulations. please contact me directly if you have any questions or need additional information.

Consumer Response:

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 # ********

******** *, the online rep acted in error and gave me the incorrect amount due on my balance. Michelle did not mention anything about paying $71.86 or $28.82. She said I needed to pay the $43.04 and that was it. The fact that you are trying to misrepresent what she quoted me is wrong.

For the record I have paid the remaining balance of $28.82 via the Amica website. However, I refuse to renew my policy with Amica. I will not do business with a company that does not stand by it's word. I will not do business with a company that gives out false information and will not own up to the mistake and honor what was said, albeit in error.


Regards,

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

 

 

Business Response:

we are writing in response to your letter dated July 20, 2011 requesting additional information regarding the above noted complaint. as indicated in the insured’s original correspondence to you, an Amica representative advised the insured that if she made a payment of $43.04 her policy would be reinstated and avoid being cancelled for non-payment of premium. as previously stated, we honored our agreement to reinstate coverage with a payment of $43.04. regardless of the payment amount agreed upon to reinstate the policy, the total annual premium for the coverages provided is due to Amica. the insured’s annual policy premium, including billing service charges, was $1142.59. to dated, she has made payments totaling $1121.77, leaving a balance of $20.82. our records indicate the insured made an additional payment of $8 on July 20 2011., bringing her remaining balance due to $20.82. this amount represents net earned premium on the policy. we are confident we have acted in compliance with all pertinent insurance regulations. please contact me directly if you any questions or need additional information
 

Consumer Response:

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 # ********

Once again, Amica has screwed up! I made the payment of $28.82 on July 19th. If you would like to see my bank statement with that amount deducted please contact me directly and I can provide it to you.

After speaking with Amica agent **** at ext ****** she explained that $8 of my payment went to my current policy and $20.82 went to the renewal policy. Why is there a renewal policy in place? I have requested on 2 occassions that I do NOT want to renew my auto policy with Amica what so ever!! She  told me that they will transfer the $20.82 to the current policy and I will be done with Amica.

Amica, please get your act together. I am so happy to be through with your insurance company.

Regards,

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

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/22/2011 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Amica Insurance insures my 2001 excursion for accidental and comprehensive. On the 9th of July 2011, I accidentally put gasoline in my Excursion 2001 diesel truck and did not realize it until later. The truck stopped working later and that is when I called Amica. We had the gas tank and fuel filters changed and flushed in hopes of that fixing the problem and that expense was about $500, which was my deductible. I was out of town the last few weeks at my Kids Church camps and could not properly deal with this as the accident happened a day after we sold our gas running toyota sienna and a day before camps started. My wife tried to use the vehicles and it was slugish and finally died on the road and we had it towed again. The vehicle ended up at Young Blood Diesel Specialist who are well known for this and we know many people that are happy with them. I also called Ford motor on the problem that I am about to tell you as to verify that this can and did occur. Young Blood said that the valve cover gaskets and injector harness need to be replaced as well as the possible injectors. Ford also concurred that this can cause a problem. The Excursion was in perfect working order before this happened. I have a family and transport many church kids as I need a safe and good working vehicle. The engine does have over 200k on it but this is an interstate commercial diesel engine that last 1 million miles or more and as I said there where no problems before the accident. The Amica adjuster was rude to me and I found out later that ********** **** said he was really rude as well and just short and crass about the whole situation, saying this is not covered. **** ********* as an adjuster is exactly that, he is not a mechanic or for that matter Ford motor, where I had a senior engineer concur that this damage could occur from gas. I have requested a new adjuster and claim specialist at amica and hope to have this resolved as my truck was working before this accident and now it is not. I need Amica to pay the costs to fix the reccomended damage at ********** and put this case to a close. I do not need a non working vehicle due to this gas problem. Ford senior engineer said that this problem occurs almost daily and they here of insurance companies giving customer a hard time and trying to blame it on age. He agreed that is is from the gas, but he said insurance companies are like this. Amica is known to be good and that is why I am with them, I hope they can resolve this and do the right thing. Please assist me in getting this resolution completed and I will drop this complaint. Thank You again, ******* **** claim numer at Amica is ***********

Desired Settlement: Ford senior engineer said that this problem occurs almost daily and they here of insurance companies giving customer a hard time and trying to blame it on age. He agreed that is is from the gas, but he said insurance companies are like this. Amica is known to be good and that is why I am with them, I hope they can resolve this and do the right thing. Please assist me in getting this resolution completed and I will drop this complaint. Thank You again, ******* **** claim numer at Amica is ***********

Business Response: To Whom It May Concern: Our insured notified us of an accident that occurred on 7/19/11 where Mrs. **** accidentally filled the vehicle with diesel fuel.  The vehicle was a used, newly acquired 2001 Ford Excursion Limited X2 UTL with over 200,000 miles. We promptly inspected the vehicle and had an estimate written the next day.  The cost to flush the system was $410.49.  This was under Mr. ****'s $500 deductible and we notified him of this.  The vehicle was returned to the insured on 7/11.  On 7/18 the insured called back and advised there was a problem with the cover gasket and the injector harness.  After further inspection our appraiser and the appraiser's supervisor concluded that these items were related to wear and tear and not accident related. We have reviewed this matter and we have agreed to issue a supplement payment.  We have spoken with Mr. **** and have reached an agreement.  At this point, the appraiser will work with Mr. ****'s shop on the supplement. Please notify us if you require additional information or wish to further discuss this matter.  Thank you for your time. Very truly yours, ***** ** ************, CPCU Sr. Supervisor, SCO Amica Mutual Insurance Company ###-###-#### ***********************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/21/2011 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: AMICA IS BILLING ME FOR INSURANCE POLICY THAT WAS NEVER APPROVED THROUGH THEIR REVIEW AND CODE PROCESS

Desired Settlement: CANCEL THIS CHARGE BECAUSE IT WAS NEVER FINALIZED IN THEIR REVIEW AND CODE PROCESS

Business Response:     We have reviewed the concerns presented by Mr. ********.  We put a Homeowners Insurance Policy in place effective 6/13/2011 per Mr. ********’s instructions over the phone.  As we were following up for the application to confirm the coverage’s wanted, we were advised on 7/21/2011 that he no longer wanted the policy.  As a result, we cancelled the policy effective the date of the call, 7/21/2011.        In reviewing this, though, we can make an accommodation for this customer and backdate the cancellation to the effective date of 6/13/2011 since there was no application filled out and signed.  This will remove the $117 charge from our records and the customer’s account will reflect a $0 balance.  This should provide a satisfactory resolution to Mr. ********’s concerns.  Please let us know if you need anything further. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/14/2011 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have car insurance with AMICA for a year. My policy begin 12-31-209 and end 12-31-10. I called and requested my policy to be cancel effect 12-31-2010 cause I switch to different company. They billed me till 01-01-11 and charge me $5.07. I call AMICA and even email several time with their customer representative to clear this charge. No can response or able to resolve this matter back on Wednesday, May 25, 2011 9:26. I received a letter in mail dated: July 13, 2011 stating the $5.07 charge have been in Collection Notice. I call and even verify with DMV. I enter my policy expire (12-31-2010) and new policy effect 01-01-2011. According to DMV they said it should NOT BE LAPSED....

Desired Settlement: Clear out Balance to $.0.00. Remove item from collection.

Business Response:

BBB of Eastern MA
290 Donald Lynch Boulevard
Marlborough, MA 01752-4705








Policy Number: ***********
Our Insured: Duc Van
BBB Complaint #: 8671610


To Whom It May Concern:

This is in response to the above Better Business Bureau complaint regarding Mr. Duc Van’s Automobile policy.

Mr. Van’s policy for his **** ***** ** *** (VIN#: *****************) was effective December 31, 2010. On April 12, 2011 Mr. Van requested that we cancel his Automobile policy as he had obtained coverage with another carrier. He faxed a copy of his North Carolina Identification card indicating that coverage was effective on January 1, 2011 with *****. To avoid any lapse in coverage we cancelled his policy effective at 12:01a.m. on January 1, 2011. This resulted in an outstanding balance of $5.07.

On May 20, 2011 Mr. Van emailed our company requesting that we cancel the policy on December 31, 2010 since this was the inception date of the policy. After several email responses regarding the possibility of a North Carolina Department of Motor Vehicle fine for lapse in insurance coverage we agreed, on July 26, 2011 to cancel the above policy effective at 12:01 a.m. on December 31, 2011 as requested. This change is being processed and there is no outstanding balance on the above policy.

If you have any further questions or need any additional information please let us know.



Very truly yours,



Thomas K. Goodale CPCU
SCS Manager

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/21/2011 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have been insured with Amica for less than 59 days. My husband was involved in a car accident in which we discussed with 3 different representatives about whether or not we should make a claim. Never once did any of the agents mention that a claim made within the first 59 days of the policy would affect the cancellation of our policy. My husband and I received a letter notifying us that our policy will be cancelled on July 25, 2011. I was led to believe that our claim would not be an issue until it was time to renew in June of 2012, one year later.

Desired Settlement: I would like to continue paying on our policy until June of 2012 as the original contract states. At that time, if we are a risk to the company they can choose to not renew our policy.

Business Response: Thank you for forwarding Mrs. *****’ concern to our attention.  We have complied with all applicable statutes governing the cancellation of Automobile Insurance Policies in the state of Arizona.  The termination provisions in her policy, which are supported by AZ statute 20-1631, state that Amica may cancel the policy by sending a mailing to the named insured with 10 days notice if the notice is mailed during the first 60 days the policy is in effect.         When we were first apprised of the accident in question by Mrs. *****, we were not furnished with a full view of the events.  Our Claims Department later informed us that as a result of this incident, named insured *********** ***** was cited for Reckless Driving and Driving Under the Influence.  This incident occurred within the first 30 days of policy inception, and represented a substantial change in the risk given the severity of the citations.         We were well within the 60 day threshold to take cancellation action and exercised our right to do so.  Additionally, Arizona statutes afford the right to companies to cancel Automobile Insurance Policies after the 60 day period provided the decision is made as a result of a named insured being cited for either Reckless Driving or Driving Under the Influence.  In this case, given the severity of the citations for ***********, we would have had grounds to terminate the contract after 60 days as well and were not under any obligation to continue it to renewal.         Amica has complied with all relevant statutes governing the cancellation of Automobile Insurance Companies in Arizona in this case.  I trust this satisfies your inquiry. 

Consumer Response: 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 # *******. Where is the accountability for the agents who stated I would have coverage for the next year? We were advised that our coverage would not be affected by submitting this claim. See the notes on the account, listen to the recorded calls.   

Business Response: Dear Ms. *****,   Our concern with this loss and the reason we have taken action to cancel the policy within the first sixty days are the contributing factors that are associated with this accident.  These factors were brought to our attention after any initial conversations with our Customer Service Representatives.  Unfortunately, once all the facts were made clear, our decision to cancel the policy was made and we will be adhering to this decision.  As previously mentioned, we can look to secure coverage for your vehicles through the Amica General Agency and Progressive Insurance to ensure continuous coverage for you. 

Consumer Response: Better Business Bureau: While I am not satisfied with the outcome of this decision, I have reviewed the response submitted by the business and have determined that there is no point to continue with the complaint for #*******.  

BBB's Final Determination: Consumer accepted resolution offered by the business.

7/19/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My car was stolen over a month ago, and Amica is my insurance company, I reported this incident as soon as it happen and for over a month I've been getting the run around about my car, 1st they told me that my car was found and the next minute they told me that they didn't have a clue where my car is, I've been dealing with this issue for way to long, they have been asking my for my personal information such as phone records, tax refunds, and also recipes for my car.I've been goin back and fourth with a *** ****** ******** and all she does is tell me that there working on it, last time i spoke wit her she told me It would probably be better for me to buy a new car but I had full coverage on my vehicle so I dont kno why I would have to buy another car, I have no way to get around, I have two kids and it's very hard for me to get rides to work and get my children around. It seems to me that there trying to make it out as I planned the incident which is not the case, I just want something to be done about this cause to me it doesn't make any since.

Desired Settlement: I just want compensation for my car I put full coverage on my vehicle just incase anything would happen to it but this is just plain insane that I have to go back and fourth with these people about my car.

Business Response: We are researching this case and will provide a detailed response in the next few days. Thank you.

Business Response:

We are in receipt of your June 21, 2011 letter regarding the above referenced loss. I am responding on behalf of Amica Mutual Insurance Co. ** ******* reported a vehicle theft claim to Amica on 5/11/2011 with a reported loss date of 5/10/2011. Our ongoing investigation of this loss has identified numerous discrepancies and inconsistencies. At this time we have requested in writing that ** ******* submit to an Examination Under Oath, pursuant to the provision of his Personal Automobile Policy. we will be prepared to take final position regarding this claim once our insured has fully cooperated with our investigation and complied with the provisions of his policy

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/30/2011 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I had two cars insured with Amica, the premium of the newer car was $1139, the premium of the older car was $1709, added up to the $2847. I sold my older car later and called Amica to cancel the older car from my policy. The sale representative did not tell me there would be any change to my premium, and I did not receive any notice of change in the mail. Two month later, I signed up to view my policy plan online, found out that the premium of my only one car now is $2700, which is 2.5 times before I cancelled my other car from the policy. I called Amica today 6/10/11, the sales representative insisted that they can only deduct less than $200 on my case. So far the statements sent to me only show the balances without clear presentation of the premium, I did not know I can view my policy online until I dug into their website. I felt that I have been taken advantage of.

Business Response:     This is in response to your complaint with the Better Business Bureau.     We have reviewed your file and the rate for your **** ***** is correct.  At the inception of your policy, you were insuring two vehicles and therefore receiving the multi-car discount.  The premium on the **** ***** at that time was $1,708 and the premium for the **** ***** was $1,139.  When you eliminated the **** ***** on April 28, 2011 we had to discontinue the multi-car discount, as there is now only one vehicle on the policy. This is the reason that the annual change in premium was only a reduction of $158.         After speaking with ****** **** on April 28, 2011 we mailed a confirmation of the changes to the mailing address we have on file.  The revised declarations outlined the pro-rated return of $85 that was discussed with Ms. **** at the time of her call.       If you would like to discuss this matter further, please contact our office at ###-###-####.

Consumer Response: 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. First of all, I cannot believe just by insuring one car, the premium will increase that much. Secondly, your TV commercial said that your customer representative will listen to the customer and work it out with us. That is not true either. When I found another insurance company, which is 3/4 cheaper than Amica was charging me, I called to cancel my policy and your respresentative was rude. She never even try to work it out with me. I guess this is how Amica conduct its business.    

Business Response: Different carriers have different rates based on the associated risk.  Our rates are filed with the state of Arizona and the premium we are charging is in compliance with the filed rates.  Please review the previous response for the specifics regarding the reasons for the change in premium.  We apologize that the service provided fell short of the high level of customer service that would normally be expected.   

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/27/2011 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Hi this complaint has to with a policy I had with amica insurance. Was never notified or anything until a week after policy actually cancelled. I recently decided to go to ******* do to cheaper insurance rates. I recently just got a recent letter through from my current ******* that my amica policy cancelled before I got ******* and that I need to pay 433.00 for nonpayment or ******* will cancel my current policy. This was a shock to me like stated I never knew or was informed my policy was cancelling for nonpayment.

Desired Settlement: Basically would like the 433.00 taken policy since I was never informed until a week later that policy was cancelled. The only reason I went to ******* was for lower rates and never that it cancelled. thank you *********** *********

Business Response: Mr. ********* was originally billed on February 23, 2011 for the installment that led to the cancellation of his policy.  The bill not being paid, we again billed for the same installment on March 24, 2011.  When the same installment was still not paid, we sent a cancellation notice on April 13, 2011.  Mr. ********* did not pay the bill associated with the cancellation notice either, at which time his policy cancelled for non-payment of premium effective May 9, 2011.    The outstanding balance on the cancelled policy is $667 at this time, which results from the $433 balance cited by Mr. ********* in his complaint, and another payment he made which was subsequently returned unpaid by his bank.  To clear his account with Amica, we would need a payment of $667 at this time.

Consumer Response: 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. Like stated I want this bill rectified. I shouldn't have to pay 433.00 which is supposely the non payment amount not 600.00. My policy also was not over two months deliquent like one of your customer service people said I was. Was 30 days past due and the only reason I was late is due to cut hours at my work place. Also my policy was going to be ended in july. So not sure why I should be paying the full amount left over since there are two months left on policy? And ended up securing a auto insurance with *******. I know Im going to have to pay some of this but I shouldn't be stuck paying the last two months since I never received that service. Id willing to pay a lower amount    

Business Response: Mr. *********’s policy was cancelled effective May 9, 2011 for an unpaid installment that was originally billed on February 23, 2011 and which was due on March 13, 2011.    Mr. *********’s unpaid outstanding balance (before the cancellation) was $1003.  This was the amount that was owed in order to pay the premium on the policy through to its originally scheduled expiration date on July 12, 2011.  When the policy was canceled in May for non-payment, the premium was appropriately and correctly pro-rated so as to not charge for time after the cancellation date.  As a result, Mr. ********* owes $667 at this time rather than the $1003 that would have been owed had the policy continued through to its originally scheduled expiration date.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/11/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have contacted your customer service on three occasions regarding this matter but have been unable to find the assistance that I am looking for. This is in regards to a credit inquiry for ******* ****, *** * ******* **, Apt **, ** ******, ** *****. SSN *Word Rejected* and DOB **********. In a recent review of my credit report, I discovered an inquiry from your company. I do not recall authorizing you to inquire about my credit. Under the Fair Credit Reporting Act, you must have my authorization to review my credit. Information with regards to the inquiry that you pulled is below. I have in the past, and may currently be a victim of identity theft. I have placed a fraud alert on my credit file. Specifically I would like to know what methods you took to ensure that whoever was applying for credit under my name, and with my information; was verified to indeed be myself. ******* - 9/21/2010

Desired Settlement: Accordingly, I would like to be sent proof that I personally authorized you to review my credit file. Please forward to me that proof as soon as possible. I also request you forward me a copy of any data you have on me, and a copy of your current privacy policy. If you are unable to provide me with proof of my authorization, please promptly remove the inquiry from my credit report and send me a written confirmation of the removal.

Business Response:

I am writing in response to your correspondence to us dated April 28, 2011. we have reviewed our records and note the consumer in the above referenced complaint obtained an on-line automobile quote for himself and his spouse from Amica on Sept 21, 2010. in order to begin the on-line quoting process, the consumer must agree to an “information disclosure” which advised that Amica will order consumer reports. upon receipt of this complaint, I attempted to contact the consumer several times to discuss what ha transpired. to date, I have not been contacted by consumer. we want to advised the consumer that our inquiry into his ******* credit report for the purpose of insurance quotes does not affect his credit score as it is not an application for credit. we trust this response satisfied your request for information pertaining to this case. if you have any questions, please feel free to contact me directly
 

Consumer Response: I never placed a quote for Amica and my wife ***** did not either. The request was not placed by us. Therefore we consider it fraudulent and request that a request for deletion be submitted to the credit bureau. Please use email to contact me if needed. ****************** 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.    

Business Response: As indicated in our previous correspondence, our records indicate the consumer obtained an on-line automobile quote for himself and his spouse from Amica on September 21, 2010.  Since the consumer disagrees with this information, we contacted ******* regarding removing the inquiry from the consumer's record.  ******* has advised that Amica cannot remove the inquiry and that the consumer will need to dispute the inquiry.  The consumer's ******* credit report provides details on how to dispute information contained in the report. We trust this response satisfies your request for information pertaining to this case.  If you have any questions, please feel free to contact me directly.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/7/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Was paying for monthly renters insurance on property and items in home. I had been paying them monthly to cover items and they agreed to cover them and they continued to collect my payments every month. A robbery occured and the company disagreed to pay for items that were stolen stating that I never owned the items yet i sent in all the correct information to have the items insured and they agreed to cover them. I have been put through a deposition and still they refuse to keep our contract agreement saying they dont believe i ever owned items.So now they want to have a deposition with random people that may have seen the items.I should not have to go through all of this since they agreed to cover the items months ago. This is what they put people through after you have been a victim of a robbery and your property has been stolen and privacy has been violated.....Why did they agree to cover the items and continue to collect money from me every month for payment if they were not going to honor their agreement? This is a broken contract agreement.

Desired Settlement: Compensation for losses

Business Response: We are reviewing our records and will provide a detailed response within the next few days

Business Response:

Amica Mutual Insurance Company  issued a rental policy of insurance to the customer. that policy of insurance provides that Amica Mutual Insurance Company can request an insured, such as the customer, to submit to an examination under oath when a claim is submitted. because certain issued arose during the investigation of he claim, Amica Mutual Insurance Company requested the customer to submit to an examination under oath and provide additional information. these requests by Amica Mutual Insurance Company were to assist invalidating the claim. the requests by Amica Mutual Insurance Company were made pursuant to he policy of insurance and California case law
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/10/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had ******** *** ***** insurance over several years with Amica. I reported to them the loss of everything and cannot use it due to faulty wiring plumbing and leaking roofs with falling ceilings. Shots being fired at night and my drapes catching fire with heat and air off. **** ****** of **** ***** ********** took pictures and made the reports to them and now Amica's ** **** is dragging her feet telling me they need to do further investigation. These people at ******* ***** ******************** ******* *** have been reported to ******* **** ****** *** in California on several different occassions and also to Las Vegas Metro for Illegally changing locks, Thefts of property and cannot use most of the things that were in the apartment because of Mold and flooding in between the walls and flawed cheap PVC pipe. They have several other buildings on the property that have the same or worse problems. ***** ****** ******** ********** were called out ***** ****** to be exact and refused to document that there are a plethora of Electrical problems. Both my husband and I have Gulf War Illness that is documented by VA and other physicians. We can't come into contact with pesticides which were incessantly used by the building and unathorized use by tenanats day and night. ******* *****'s maintanence ***** open the wall, pulling out black insulation that killed three parrakeets and made me very will. My Question is Why Knowing hardship conditions is Amica Dragging their feet? I need the settlement to re-establish everything. You will find the same similar complaints about them on the **************** and and ******* ***** **********.

Desired Settlement: I want just settlement of the Renter's Insurance Claim Now not weeks or months later Because the ******* ***** Apartments have ruined the scene for further investigation by anyone.

Business Response:

we are in receipt of your April 28, 2011 email message notifying Amica Mutual Insurance Company of a compliant filed by our insured. we are currently investigating this claim to determine if there is actual damage to the personal property as reported by our insured. the initial inspection by the adjuster did nt reveal any physical damage to the personal property. we are investigating the insured’s allegations of mold and other air quality issues that my have caused damages. there is a question as to whether a loss actually occurred. we are diligently working to finalize our investigation. please let me know if you have any further question or need additional information regarding this matter

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/10/2011 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My husband and I were customers of Amica until December of 2010, at which time we cancelled our renters insurance and automobile insurance policies. In January, we were sent documentation that our accounts had been closed, and we were no longer customers of Amica. In March of 2011, Amica debited funds from our checking account as if we were still customers. We accrued several hundred dollars in overdraft fees because of their negligence. We filed a claim with the bank, and our funds were returned. We contacted Amica several times notifying them that we were no longer customers, and verifying that we did not have an account. Then, in April of 2011, we were wrongly charged again, acrueing more overdraft fees. Amica has not issued an appology, or offered to refund any extraneous fees acrued.

Desired Settlement: I would like Amica to stop charging our account. In addition, the company may wish to consider revamping their customer service to include sending better communication with customers they have wronged.

Business Response: We have placed calls to the insured in an effort to resolve the issue. At this time he has not returned our call however we will continue to try and contact. Thank you.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/22/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In July of 2008, we detected a musty, damp smell in our basement. We pulled up our basement carpet and there was a great deal of mold. We theorized that water had leaked into our basement during the spring thaw in Minnesota, but we did not discover it until the scent became very strong, as we did not spend a great deal of time in our basement. We immediately contacted our insurance company, Amica, and were informed that we did not have a claim as the water damage was not a result of an internal pipe breakage. Three months later in October of 2008, we elected to repair the damage and completely remodel our basement. The first step of the remodel required our basement to be completely gutted; as we were having a sump pump installed that would require digging a two foot wide by two foot deep ditch along the perimeter of our basement floor. Installing a sump pump and drainage ditch required the removal of part of the basement cement floor. This required removing the existing vinyl floor tiling. Our contactor suspected that the tiles could have asbestos issues, so we had tiles tested and they tested positive for asbestos. We once again contacted our insurance company, Amica, this time to see if the asbestos removal would be covered. An important note is that if we elected not remove the tiles and leave them in place as is the asbestos would not be a concern as it would not become airborne. Thus, Amica informed us that because we were electing to remove the tiles to put in a sump pump we were covered but the cost was equal to our $1,000 deductable so we elected to not file a claim. Please note two key issues at this point that will be important as I proceed: 1. We contacted Amica Insurance about our asbestos tiles in November 2008 and inquired about making a claim. 2. We elected not to make a claim because our deductable was equal to the cost of removing the tiles but we were still having the tiles removed to install a sump pump, rather than leaving the tiles in place. In other words, we informed Amica that we were putting in a sump pump. The spring thaws of 2009 and 2010 came and went without incident as our sump pump system worked just as it was designed. As of May 23, 2011, the sump pump system was still working as we checked on it. However, on Saturday, April 2, we went into our basement and felt moisture under the carpeting. Upon inspection we discovered that the GFI “tricked” and shut off the power source to the sump pump thereby causing water to accumulate in our basement. I contacted Amica and the representative at the call center informed me of the parameters for coverage which was that we are covered if our sump pump malfunctions. The agent informed us a “tricked” GFI would be considered a malfunction. She further stated that the coverage is up to a maximum of $5,000 in damages, and we would have to pay a $500 deductable for a sump pump that malfunctions. I stated that estimates of cost were $1,700. However, the agent did not see a sump pump rider on our coverage and indicated that the local Minnesota branch would contact me on Monday, April 4, 2011. On Monday, April 04, 2011, ***** ***** from the Minneapolis, Minnesota, branch contacted me about the claim. He stated we are not covered because we never informed Amica that we had the sump pump installed and, thus, did not have the rider on our policy. I also spoke with an underwriter from the Amica, and then to ***** *******, the Minnesota Branch Manager. All stated we were not covered because we did not have a sump pump rider (at a cost, I might add, of $36 per year). I feel that we are unfairly being denied the claim by Amica because of the following reasons: • We contacted Amica in November of 2008 and informed them that we were having a sump pump put in as part of our discussion relating to the asbestos tile claim. • The Amica representative, in full knowledge that we were having a sump pump put in, did not inform us of requiring a rider, nor provided us with a quote. Finally, as both an Amica auto and home insurance policy holder since 1990, I would like to add that it is very poor business practice and ethics for an insurance company to be fully informed that we were installing a sump pump system, costing thousands of dollars, and not inform us about the need to purchase a sump pump rider. They acting as my agent and insurance expert did not fully disclose information that was vital to the situation. Unfortunately, as it currently resides, I, rather than Amica will have the pay the cost of their negligence.

Desired Settlement: We would like Amica to honor our claim and pay for the damages of $1,700, less the $500 deductible.

Business Response: Thank you for this notification.   We have advised our insured that unfortunately he never requested additional coverage in the form of sump pump coverage, and this is the basis for Amica being unable to pay his claim. He had two claims that were not covered in 2008, due to policy exclusions.   He had 3 subsequent policy renewals without any sump pump endorsement.   

Consumer Response: 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 # *******. [The issue is that I have is not whether or not I had  a rider for the sump pump as I can read the policy.  My issue is that Amica, my insurance representative and expert since 1990 when we bought the house, did not look out for our best interest when we informed them that we were having a sump pump installed because Amica did not inform us at that time that a rider was required. Please address the following issue and not whether or not we had a rider as that is not where my disagreement lies.  I feel that we are unfairly being denied the claim by Amica because of the following reasons: First, we contacted Amica in November of 2008 and informed them that we were having a sump pump put in as part of our discussion relating to the asbestos tile claim.  The call about the asbestos claim is in Amica's records as the representative stated this to me.  Secondly, the Amica representative, in full knowledge that we were having a sump pump put in, did not inform us of requiring a rider, nor provided us with a quote. Finally, I would like to add that it is very poor business practice and ethics for an insurance company to be fully informed that we were installing a sump pump system, costing thousands of dollars, and not inform us about the need to purchase a sump pump rider.  Amica, not I, are the insurance experts and I feel they did not display any level of professionalism.  Unfortunately, as it currently resides, I rather than Amica will have the pay the cost of their shady business practices.  ]

Business Response: Our records reflect the following specific contacts with our insured in regards to his homeowner’s policies.     Our   insured contacted our sales and clients services area on 10/18/08 to discuss a billing notice. He did not discuss his purchase of a sump pump.  In 11/08, the insured contacted our claims area and advised he was installing a sump pump, in relation to his recent loss.  He did not make a follow up call to sales and client services area to add sump pump coverage. On 3/22/10, the insured contacted sales and client services to discuss a billing issue, and again there was no discussion of sump coverage.   If an insured contacts us, inquiring about a specific coverage, we take the time necessary to discuss coverage options.  Our sales and client services area also make outbound calls to our insureds to conduct account reviews.   Our sales and clients service area made outbound calls to our insureds in regards to his homeowners insurance.   Calls were made on both 2/22/08 and 2/19/10, seeking an account review, leaving voicemail messages.  We also sent letters on both those occasions soliciting an account review.  We  had no response from our insured on either occasion.  Had our insured returned our calls regarding his homeowners account review, or mentioned his purchase of a sump pump during his call s regarding billing, we would have discussed sump pump coverage with him.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/21/2011 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I keep getting unwanted mail from Amica.I have returned the mail and put on envelope that I was not interested and remove my name from their mailing list. Today on 4-11-11 I again rec'd more mail from Amica. I'am tired of getting the mail from them. I have ***** **** car insurance and do not plan on changing nor do I want to buy any of the other kind of insurance that Amica has for sale.

Desired Settlement: To stop mailing me their insurance ASAP. How is this for a prompt response!

Business Response: We have reviewed our records and note the consumer in the above referenced complaint was selected to receive mailings from Amica Mutual Insurance Company informing them of our insurance products. Per the consumer's request, we have removed his name from any mailings that are sent directly by Amica. However, as a part of a selection process, business es such as insurance companies and financial institutions also use credit bureaus in the direct mailing selection process. As indicated in these mailings, if the consumer does not want to receive prescreened offers of insurance from Amica and other companies, they need to call the consumer reporting agencies ###-###-####. If the consumer prefers to make the request in writing, they will need to write to each credit bureau individualy. Please be advised the consumer is the ol ny that can do this.

Consumer Response: 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 #8563076.  

BBB's Final Determination: Consumer accepted resolution offered by the business.

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