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Amica Mutual Insurance Company

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Phone: (800) 242-6422 Fax: (401) 334-4241 View Additional Phone Numbers 100 Amica Way, Lincoln, RI 02865 http://www.amica.com



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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 13 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 78 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

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

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

78 complaints closed with BBB in last 3 years | 33 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 5
Billing/Collection Issues 20
Delivery Issues 1
Guarantee/Warranty Issues 1
Problems with Product/Service 51
Total Closed Complaints 78

Customer Reviews Summary Read customer reviews

61 Customer Reviews on Amica Mutual Insurance Company
Customer Experience Total Customer Reviews
Positive Experience 10
Neutral Experience 1
Negative Experience 50
Total Customer Reviews 61

Additional Information

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

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/divisions/commlicensing
Phone Number: 401-462-9506
Fax Number: 401-462-9645
maria.dalessandro@dbr.ri.gov
The number is 72222.

Type of Entity

Corporation

Business Management
Mr. Lew Hassell, Assistant Vice President Sales & Client Services Ms. Lisa E. Melton, Assistant Vice President
Contact Information
Principal: Mr. Lew Hassell, Assistant Vice President Sales & Client Services
Principal: Ms. Lisa E. Melton, Assistant Vice President
Number of Employees

200

Business Category

INSURANCE Insurance Agencies and Brokerages (NAICS: 524210)

Service Area
Amica Mutual Insurance Company provides their services in ALABAMA, ARIZONA, ARKANSAS, CALIFORNIA, COLORADO, CONNECTICUT, DELAWARE, DISTRICT OF COLUMBIA, FLORIDA, GEORGIA, IDAHO, ILLINOIS, INDIANA, IOWA, KANSAS, KENTUCKY, LOUISIANA, MAINE, MARYLAND, MASSACHUSETTS, MICHIGAN, MINNESOTA, MISSISSIPPI, MISSOURI, MONTANA, NEBRASKA, NEVADA, NEW HAMPSHIRE, NEW JERSEY, NEW MEXICO, NEW YORK, NORTH CAROLINA, NORTH DAKOTA, OHIO, OKLAHOMA, OREGON, PENNSYLVANIA, RHODE ISLAND, SOUTH CAROLINA, SOUTH DAKOTA, TENNESSEE, TEXAS, UTAH, VERMONT, VIRGINIA, WASHINGTON, WEST VIRGINIA, WISCONSIN, WYOMING.
BBB Program Participation

BBB Community Patrons
BBB Community Patrons are like-minded businesses that see ethics as the key factor in creating a stronger, healthier business community.

BBB Community Patrons' additional financial support enables BBB to pursue distinctive, mission-based programs focused on ethics that would not be possible if not for the generous backing from BBB Community Patron Sponsors.

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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Customer Review Rating plus BBB Rating Summary

Amica Mutual Insurance Company has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 100 Amica Way

    Lincoln, RI 02865 (800) 242-6422

  • THIS LOCATION IS NOT BBB ACCREDITED

    100 Eastshore Dr Ste 110

    Glen Allen, VA 23059

  • THIS LOCATION IS NOT BBB ACCREDITED

    1000 Bishops Gate Blvd Ste 200

    Mount Laurel, NJ 08054

  • THIS LOCATION IS NOT BBB ACCREDITED

    1000 Town Center Way Ste 100

    Canonsburg, PA 15317

  • THIS LOCATION IS NOT BBB ACCREDITED

    10025 Investment Dr Ste 100

    Knoxville, TN 37932

  • THIS LOCATION IS NOT BBB ACCREDITED

    10835 N 25th Ave Ste 215

    Phoenix, AZ 85029

  • THIS LOCATION IS NOT BBB ACCREDITED

    13810 SE Eastgate Way Ste 160

    Bellevue, WA 98005

  • THIS LOCATION IS NOT BBB ACCREDITED

    1650 Corporate Cir Ste 110

    Petaluma, CA 94954

  • THIS LOCATION IS NOT BBB ACCREDITED

    2 Walnut Grove Dr Ste 230

    Horsham, PA 19044

  • THIS LOCATION IS NOT BBB ACCREDITED

    2443 Warrenville Rd Ste 510

    Lisle, IL 60532

  • THIS LOCATION IS NOT BBB ACCREDITED

    24651 Center Ridge Rd Ste 525

    Westlake, OH 44145

  • THIS LOCATION IS NOT BBB ACCREDITED

    3200 Park Center Dr Ste 650

    Costa Mesa, CA 92626

  • THIS LOCATION IS NOT BBB ACCREDITED

    330 Whitney Ave Ste 710

    Holyoke, MA 01040

  • THIS LOCATION IS NOT BBB ACCREDITED

    370 Woodcliff Dr Ste 100

    Fairport, NY 14450 (866) 847-2049

  • THIS LOCATION IS NOT BBB ACCREDITED

    43 Western Blvd Ste 200

    Glastonbury, CT 06033

  • THIS LOCATION IS NOT BBB ACCREDITED

    5 Chenell Dr

    Concord, NH 03301

  • THIS LOCATION IS NOT BBB ACCREDITED

    5 Independence Pt Ste 110

    Greenville, SC 29615

  • 596 Paramount Dr

    Raynham, MA 02767

  • 600 Southborough Dr Ste 201

    South Portland, ME 04106

  • THIS LOCATION IS NOT BBB ACCREDITED

    6711 Columbia Gateway Dr Ste 410

    Columbia, MD 21046

  • THIS LOCATION IS NOT BBB ACCREDITED

    7460 Warren Parkway Suite 150

    Frisco, TX 75034

  • THIS LOCATION IS NOT BBB ACCREDITED

    898 Veterans Memorial Hwy Ste 220

    Hauppauge, NY 11788

  • THIS LOCATION IS NOT BBB ACCREDITED

    N17 W24222 Riverwood Drive, Suite 130

    Waukesha, WI 53188

  • THIS LOCATION IS NOT BBB ACCREDITED

    One Park Ridge Road

    Bethel, CT 06801

  • PO Box 6008

    Providence, RI 02940

  • Ten Amica Center Blvd.

    Lincoln, RI 02865

  • THIS LOCATION IS NOT BBB ACCREDITED

    1 Park Place Suite 303

    Albany, NY 12205

  • One Maynard Drive
    Suite 301

    Park Ridge, NJ 07656

  • THIS LOCATION IS NOT BBB ACCREDITED

    1 Research Drive Suite 401B

    Westborough, MA 01581

  • 9277 Centre Pointe Dr
    Suite 230

    West Chester, OH 45069

  • THIS LOCATION IS NOT BBB ACCREDITED

    777 East Eisenhower Parkway
    Suite 760

    Ann Arbor, MI 48108

  • 2180 Satellite Blvd STE 350

    Duluth, GA 30097

  • THIS LOCATION IS NOT BBB ACCREDITED

    4800 Falls Of Neuse Rd Ste 320

    Raleigh, NC 27609

  • THIS LOCATION IS NOT BBB ACCREDITED

    201 N Franklin St Ste 650

    Tampa, FL 33602

  • THIS LOCATION IS NOT BBB ACCREDITED

    3600 American Blvd W. Ste. 100

    Bloomington, MN 55431

  • THIS LOCATION IS NOT BBB ACCREDITED

    11486 Corporate Blvd Ste 160

    Orlando, FL 32817

  • THIS LOCATION IS NOT BBB ACCREDITED

    10333 E Dry Creek Rd Ste 350

    Englewood, CO 80112

  • 2277 Plaza Drive, Suite 400

    Sugar Land, TX 77479

  • THIS LOCATION IS NOT BBB ACCREDITED

    5665 SW Meadows Rd Ste 250

    Lake Oswego, OR 97035

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a term life insurance policy from Amica Life Insurance. The initial pricing on the policy was higher than two other insurance companies that quoted an identical policy. I indicated to the AMICA agent that I was prepared to decline the policy until AMICA indicated that I would receive a $271 discount (noted in my policy records at AMICA) on my annual AMICA auto policy. My auto policy renewed on 8/1/2016 and the discount applied was exactly $136. When I called to get an explanation, AMICA indicated that because I removed one of my boys from the auto policy that the discount promised changed. There are two major inconsistencies here. First, I was never told that the discount was tied to specific features on my policy and the only feature I changed was to remove one of my son's (which does not change my personal life insurance conditions). It did reduce my total policy by 21% but even that doesn't explain the 50% reduction in the discount. This is clearly a "bait and switch" practice, that will result in a significant loss in personal time and resources as I seek to complete all the necessary medical tests to move my life insurance policy to a new vendor. As a result, AMICA will also lose my auto policy after a long time (guessing 15+ years).

Desired Settlement: Honor the $271 discount on my auto policy. It is currently set at $136.

Business Response: Thanks for giving us the opportunity to respond via the BBB.  The Life multi-line discount is a percentage discount which is applicable to specific coverages under your policy.  The quote for the $270 multi-line discount was given before changes were made to reduce the premium amount.  Since the premium on the applicable coverages decreased, the life multi-line discount decreased to $136.  Please also note that your Automobile policy renewed with different rates on August 1, 2016, so the discount was also subject to different premiums at that time.  A Senior Account Manager from the Denver Regional Office contacted you on August 8, 2016 to discuss your specific concerns, and answer any questions you may have.  She was unable to reach you so she left a voicemail.  Please feel free to reach out to her or please advise us of a convenient time to reach you to discuss your concerns.  Thanks.

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 # ********. Please add your rejection comments below. AMICA offered no reasonable or logical explanation for the 50% reduction in discount.   Any explanation was vague and only explained a 20% reduction not the 50% that was applied.  AMICA Refuses to share any details on how they arrived at their figure and until they do so, they are able to practice bait and switch tactics freely.  They quoted at a competitive rate and now they are higher than both other quotes I received. Regards, ***** ********  

Business Response: A Senior Account Manager contacted you on August 8, 2016 to address your concerns and left you a voice mail.  Please feel free to reach out to her or advise us of a convenient time that we can call you to discuss this further. Thanks.

8/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My 2015 **** A3 was hit by one of Amica's insurer. I contacted Amica and they got my car repaired. Because of the accident, my car value is diminished a lot. I called Amica and requested for diminished value claim. Initially they said no and later asked to send an email with supporting documents. I researched for my car value with no accident and both KBB & Edmund has shown my value as $35000. However, when I got market value estimation from ****** as well as **** dealer, they gave me value of $23000 to $25000 based on accident history. That means my car value is diminished by $10K. I requested for the same. Amica initially gave a offer of $2800 with no basis and when I requested, they said it is based on internal formula and repair value. When I insisted for value evaluation, they said they go by NADA value, which was $32000. Though I was not in agreement with NADA value, I asked them to offer $8000 to settle the issue amicably. They gave counter offer of $3500 with no reasoning and rep ******** ********** told me that I can accept the same and can file a claim in future for difference if I sell my vehicle in next 5 years and if I get below NADA value. But she was insisting on Letter Of Release. I asked them to provide $7000 (difference of NADA value of $32000 and Max market rate that I was getting $25000) to give letter of release. ******** spoke very rude and nasty one day over phone. She said she will be sending appraiser to appraise the vehicle. I waited for 2 weeks and no appraiser contacted me back. When I contacted back ********, they gave me an offer for $4000 and insisted on "Letter Of Release". I gave them my final offer of $7000 for Letter of release OR $5000 with letter of consent mentioning that I can file a claim in future for the difference, if my selling price is less than NADA value and difference is more than $5000. There was no response for 2 weeks again. When I contacted back, ******** was rude and asked for Letter of release. When I insisted on talking to her supervisor, she transferred to ***** ******. ***** offered me $4500 and asked for letter of release. When I asked about letter of consent, she said they won't offer that and said ******** informed wrongly. I declined offer as their offer didn't make any rational. I was flexible to come down from $10000 to $8000 to $7000 and $500 + Letter of Consent, but they are offering without rationale and going back on their word of latter of consent. This process was going on for last 3 months and I am fed up making calls, sending emails and following-up regularly. Hence, I am filing this complaint. Now I request my original request of diminished value of $10000 + another $5000 for the mental agony I went through with Amica service, rude behavior of ******** & ***** and for time that I spent on follow-up.

Desired Settlement: I request my original request of diminished value of $10000 + another $5000 for the mental agony I went through with Amica service, rude behavior of ******** & ***** and for time that I spent on follow-up.

Business Response: Thanks for giving us the opportunity to respond via the BBB. Amica Mutual Insurance has been attempting to amicably resolve this claim for the perceived diminishment in value (DIV) to the 2015 **** A3 since 4/21/16, when the full extent of the vehicle repairs were known.  The claimant initially demanded $10,000.00 and then lowered his demand to $7,000.00 with an unwillingness to settle for anything less than his figure.  The vehicle has been fully repaired with Original Equipment Manufacturer (OEM) parts and only sustained minor unibody structural damage, which has also been repaired by his body shop of choice.  We have made multiple offers to settle the DIV claim, the first being on 4/21/16 and last on 6/29/16.  Our full and final offer has been reaffirmed to him a number of times since 6/29/16, most recently on 7/18/16.  Amica Mutual Insurance remains willing to settle the DIV claim on behalf of our policyholder with a signed property damage release.

7/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had purchased a home rentals insurance policy from Amica and in the contract it states that if anybody in the household has to seek medical attention they will pay up to $1000 and also replace my belongings I had called the mop to file a claim form and they told me that they cannot help me I also asked to speak with the supervisor she told me she was a supervisor and I asked to talk with corporate they are not following the contract that I pay for rentals insurance I would like this problem to be resolved if not I will take it further

Desired Settlement: I would like the insurance company to follow their contract and give me what I deserve and if not I will take other action I have a copy of the contract that there is a checkmark $1000 coverage for anybody that needs medical assistance inside the household which my door does she has a doctors appointment today to treat for it

Business Response: Thank you for allowing us to assist you via the BBB.  It appears you have spoken with your local branch who explained your policy to you in more detail. They will continue to remain available for you if you have additional questions. Thanks.

7/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: AMICA insurance company sent me a settlement for my 2005 ***** ****** ***** in the amount of $4,000 and when I researched online and found similar vehicles in the range of $5 to $7 thousand dollars and I sent it to AMICA and they told me that the figure they provided is correct because my vehicle has high mile and the paint is old and I think that is non sense. In addition, AMICA did not provided to me the detail information on how much to repair would costs and how much is the salvage value in the settlement report. I call and left many messages and they would not return my phone calls. This accident occurred in April 29, 2016 and as of today AMICA has not completed the settlement. I also asked for the lost of use of vehicle and so far they did not included in the settlement as I do not received any rental from AMICA.

Desired Settlement: I would like for AMICA to pay market value for my 2005 ***** ****** which is between $5-7 thousands and also to reimburse for the loss of use since the accident date of April 29, 2016.

Business Response: Thanks for giving us the opportunity to address your concerns through the BBB. We understand that one of our representatives contacted you directly to help resolve this claim and that an agreement has now been reached. If you have any further questions, please let us know.

7/23/2016 Problems with Product/Service
7/18/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have contacted AMICA each year by mail and by phone to formally CEASE AND DESIST their direct mail solicitations to my home. I have had at least 60 minutes of conversation for this cease and desist to occur. With each conversation I am assured that they will remove my name from their database and i will not receive any more unwanted, useless mail from AMICA at my home. This BBB intervention will now serve as FORMAL LEGAL C&D DEMAND. This demand requires action on the part of AMICA and a formal response. 1. AMICA must cease all mail to my home of ANY product or service their company offers. I will be placed on a permanent DO-NOT-CONTACT list for all future mail/marketing. 2. AMICA will permanently CEASE-AND-DESIST any and all credit lookups. I will consider any and all future activity of AMICA credit lookups on my credit report to be a violation of this demand. These two demands are being made due to the extreme incompetence and arrogance of this company. Ten years of requests by me for AMICA to C&D have been completely ignored by this obnoxious company. This is not a complaint of minimal harassment by AMICA. AMICA's mail to my home address is an aggressive reminder of the useless, incompetent treatment that my now deceased parents received after being AMICA clients for forty years. The AMICA mail at my home is a constant reminder of how AMICA DOUBLED the premium of my parents policy after ONE CLAIM IN FORTY YEARS. Absolutely no individual who has had an extremely negative experience with an insurance company should be expected to tolerate monthly junk mail addressed to their home. The above demands require an immediate response from AMICA.

Desired Settlement: 1.IMMEDIATE permanent CEASE and DESIST mail to my home. 2. IMMEDIATE permanent CEASE and DESIST Amica credit lookups

Business Response: Thanks for giving us the opportunity to respond to your concerns via the BBB. We have added you to our do-not-mail list so you should no longer receive any direct mail from us at the address you provided.

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.  Regards, **** *****

7/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a car accident on 12/28/15 and we exchanged our insurance to each other. I was too shocked to look at my car. When I got in the car, I heard an ugly noise. I had to stop my car and I get a flat tire. I called my insurance and the agent called *******, towed my car and changed my tire. I needed my car to drive to work. I was hit by a man whose insurance company was Amica. Amica’s appraiser checked my car but when I went to ******* ****, they found out that the appraiser left out some places, so they refused to fix my car. I kept driving my damaged car to work everyday. Amice lady named **** ******** discussed it with *** **** who worked for ******* ****. They fixed up my car until 3/1/16. **** sent me a check with every item on one check. She didn’t separate my payment which including the towing fee and the tire fee for $383.74. *** called me before he fixed my car and I told him that I needed the car to drive to work so, I changed the tire. I paid the towing fee and tire and I thought that he would report it to ******* ****. When my husband picked up the car, **** made him pay the whole thing of $3225.44 instaed of $2841.40. **** didn’t explain this to them. So, I called **** who is responsible for this. She todl me “you double paid. You should ask for reimbursement from ******* ****. Sorry! I can’t do anythign for you.” Then I emailed my ******** insurance. I thought that ******** was supposed to stand up for me. ******** lady ***** ******** made Amica and I on the line on 4/11/16 but didn’t work then call her back. I tried again and **** refused to talk to me again. I left a message for ***** and she never answered. I emailed her but she didn’t reply. I went to ******* **** and they told me that *** **** has quit from ******* ****. They said that they will check for me. I waited for 3 weeks and no answer. I called them back and they wanted me to copy all of the proof. So, I did. Then I waited another 3 weeks, still no information. On 6/10/16, I called back and ******* ****** yelled at me by telling me that they didn’t take my money. They wanted me to call Amica to connect him. He doesn’t want to talk with me. I called Monday on 6/10/16 and she said that she can’t help. Instead, she stated that I should go to court. *** didn’t report it because he received benefit from my money. I don’t understand what was on ****’s mind, she let ******* **** hold my money. If I didn’t change my tire and rent a car from 12/28/15 to 3/1/16, that would be some money. I saved my money for her but she didn’t appreciate it. She abused me instead. Honesty is the best policy but I doubt it now.

Desired Settlement: I hate to bother people but I always wait there. I’m still hanging in there but this case took about 6 months. An individual damages my new car and I have to lose money for this? It’s ridiculous isn’t it? Lori wanted me to ask Service King. Service King wanted me to contact Amica. They were kicking me to and fro. Abusing me is entertaining there

Business Response: Thanks for giving us the opportunity to address your concerns through the BBB. We understand that one of our representatives has reviewed your claim and a reimbursement for the double billing will be issued to you. If you have any further questions, please let us know.

7/12/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My daughter was stopped at a red light and was rear ended and on May 25th 2016 and the car was totaled. She tried that day to get a rental car and was denied until a investigation was done and with it being a holiday weekend she could not get a rental car until May 31st 2016. The insured driver that is insured by Amica is ****** ********** from Baytown Texas. The Amica claims agent handling our case is ***** ********* claims processing. They said I needed to tell them how much the pay off was and the lien holder and acct#, I asked her what they are going to offer for my daughters 2014 ***** charger SE with 21,800 miles and she said she couldn't make a offer until I told her the pay off. My insurance is state farm and they said that was strange. anyway after me giving in and them getting the payoff they did a CCC evaluation report and took 11- comps from auto trader and they took comp 1,2,3 and comp 1 had 18,400 miles and a list price of $18,971, comp 2 has 26,063 miles and a list price of $16,974, comp 3 has 34,138 miles and a list price of $16,974 just like comp 2 ? The average miles =26,200 and the average list price =$17,639 plus 6.25% tax=$18,741. I did comp 7,8,10 from the same report that was closest in mileage to my daughters car and the miles average=21,217 and the average list price =$19,064 plus 6.25% tax =$ 20,255 why they didn't use comp 7,8,10 I don't understand because the price is less on comp 1,2,3 and higher mileage. The strange thing is that comp 1,2,3 are missing from the evaluation report and we are taking Amici's word for it and they were being 100% honest and it's very strange Comp 2 and comp 3 were the exact same list price. Amica sent a check in the amount of $18,437.77 and because the took off $908 for a deduction condition and gap insurance will not pay because of what they did and when asked why we were all told this is standard practice and they do all the time. Because of them doing this we are getting stuck paying the difference even after we purchased ***.

Desired Settlement: We should not get stuck paying the $908 and we should get reimbursed for no rental car from May 25th to May 30th, its not fair to spend the holiday weekend without a car and trying to work and it's like Amica didn't care about my daughter or her needs. We also think Amica picked the comps they wanted which was not even close to my daughters car just so they could get the lower price and give a lower offer and I honestly think they should of went with comp 7,8,10 that was way closer in mileage.

Business Response: Thanks for giving us the opportunity to address your concerns through the BBB. It’s our understanding that one of our representatives has reviewed and settled this claim and that a payment will be issued later today. If you have any further questions, please let us know.Tell us why here...

7/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Amica is stating that we do not have hail damage to our roof. However, in March 2016, a claims adjuster named ***** from Amica stated we did have significant enough hail damage to warrant a replacement roof (we do have the email to prove this). We also have his report to reinforce this. The first Amica employee and evaluator, *****, stated he could not replace the roof at the time because hail reports showed there had not been hail in our area since 2014, prior to when we moved in. We had an inspection though at the end of May 2015 and the report indicates there was no hail damage at the time. We moved in in June 2015 and there was hail in our area after we moved in regardless of the hail report they are providing. The hail report company cannot even state that they are 100% accurate and that is enough to leave room for doubt. The proof is available in the unbiased inspection report I received in May 2015. Additionally, we have findings from an unbiased third party who has also found hail damage on our roof. When we disputed the original findings, the company sent a supposed unbiased third-party but the evaluator, ******, was only at our house for a few minutes and then he left; he also showed up significantly late and appeared to need to move on to a different appointment upon arrival. Very unprofessional company to say the least. We recently had a professional company come out and look at our roof and they did determine we have hail damage and that there is recent hail damage. We do have that report too. We recently filled a second claim as the Amica evaluator, *****, had stated we just need to wait for a big hail storm (over 1" of hail) and file a new claim. We had over 1" hail at our house on June 7, 2016 and there is a report to prove this and I took video and pictures to prove this. After this claim was filled they relayed to me ****** was coming out to our house again. We requested a new individual since ******, we felt, had bias: we are questioning his work and they reported to his supervisor that we felt unhappy with him so the company said they would have a talk with him to ensure he improved his behavior. ****** showed up 45 minutes late again and displayed an unwelcoming attitude. Nonetheless, I had my unbiased evaluator point out all of the hail damage to ****** which included the exhaust cape on the roof, the roof, the gutters, and our porch enclosure. ******t before he left stated he would write in his report that there is hail damage but that "Amica does not have to do anything" and he walked off. Days after, we get a denial stating that: "We received the adjuster’s report back which indicates that there was no hail damage to your roof. The adjuster did locate tree sap on the shingles on your roof which is not covered. We will be issuing a denial in regards to this damage. The only hail damage that was located was to the chimney and furnace cap as well as to some downspouts on the right elevation. " As the unbiased third-party and structural engineer have reported to me, there is no way the damage to the roof is tree sap. Additionally, if the company found hail damage on the rest of the roof, how can they rule out hail damage to the actual roof? To reinforce all of this misinformation, the original evaluator from Amica, *****, found significant hail damage on the roof, enough to warrant a replacement.

Desired Settlement: We want our roof replaced and we want Amica to cover it. We will pay our deductible but we want them to cover what we pay them to cover: damage caused by hail (damage to our downspouts (Amica evaluator found), damage to the roof (Amica evaluator found), damage to our interior (Amica evaluator found), damage to siding (structural engineer and third party found because water is now draining into the siding), and stop giving us the run-around. The roof damage has caused damage to our interior and now our siding is also being damaged. We are just asking this company to be honest and cover what they are supposed to cover. We will provide all documents listed to reinforce our position.

Business Response: Thanks for giving us the opportunity to address your concerns through the BBB. Someone from our branch will be contacting you today with more information and to discuss the next steps. Thanks.

6/20/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am existing Amica customer and been so for more than 7 years. I have both renters and Auto insurance. Recently, I purchase a new car and co-financed the car with my girlfriend who also lives me with. She is a member of **** and has her car insurance from ****. Since we were co-financing the new car (and traded in hers), I wanted to check with Amica and compare prices with **** on adding my car to her **** policy with the new car OR our new car with Amica and combining the insurance with my existing. Initially I was informed that this was possible. Received a quote etc and we were all set. I then called them the day before we picked up our new car to get proof of insurance, during which - I was informed it will not be possible to have both car insurances combined since one is solely on my name and the other is on both our names. So it should be separate policies. I was given two separate quotes for separate car insurance. I was told that if the old car had both our names in the title, Amica would combine and the quote that they provided would still be in effect. After visiting the DMV and spending hours and missing work, we got the title done in both our names. I call back Amica and tell them I would like to get it combined as we now both co-own both the cars, they give me a different quote - much higher than the quote that was provided. How did that happen? I ask Amica customer service and they inform me that the quote was done as only me as the owner. I am not sure how they got that information when I have mentioned every time on the phone that we co-own the car. Plus - It was Amica rep who informed me that since we co-own the new car but don't co-own the old, its got to be separate. Now we co-own both cars, but they say well, we thought you didn't co-own the new car so the quote is different and much higher!! How is it possible that Amica can twist the facts to suit their reasons! Its either you thought I didn't co-own the new car or thought I did. I can only be on of the two. Not both depending on which story the rep wants to use. I am really sick and tired of Amica giving me a quote, not honoring the prices, going back and forth, plus also increasing my existing old insurance when that was supposed to be left alone due to no changes! I feel like I was cheated and never wish I left **** as their quote was only $10 more expensive. But since I thought both companies were best in class - I choose to move. Amica - your service is going down the drain! If you give a customer a quote and that customer moved the insurance because of your quote - you need to honor your pricing. This whole mess between the customer reps where one person tells me yes, and the other tells me well - not really needs to stop!! I need a resolution quickly else I will be cancelling my Auto, Renters insurance with Amica. I also write a popular blog and planning to write an article about this not to trust Amica quotes anymore as the company does not honor them and blame their customers for it. BBB complaint is just the first step as I want to give Amica a final chance!

Desired Settlement: Amina needs to call me and honor the initial quote provided. Go back and research all the quotes etc and give me an explanation! Else, they are going to loose my business.

Business Response: We are writing with respect to the complaint you filed with the Better Business Bureau. We have carefully reviewed your account and understand your frustration with your experience. It appears we initially misunderstood the relationship between you and the co-signee of your new vehicle, originally providing quotes to simply add the vehicle to your existing personal automobile policy with your girlfriend listed as an operator. The eligibility rules in North Carolina require policies are titled in the same manner in which the vehicles(s) are registered. Once the relationship between you and the co-signor of the vehicle was clear, we amended our offer of coverage since a joint ownership policy was needed to provide the coverage and remain in compliance with the rates and rules we have filed in the state of North Carolina.  We appreciate you taking the time the evening of June 7th, to go over the details surrounding your experience and this process, ensuring we have the appropriate policy in force for you moving forward. Please feel free to reach out to discuss this or any other concerns with your Amica policies by calling *************** Thank you.

6/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My car broke down Saturday, 6/11/16. I called for road side assistance through Amica (my insurance company). The auto shop I wanted to take it to was closed till Monday. The operator explained that I was covered for a tow to a storage unit that they would then tow the vehicle to the shop on Monday. Monday comes and I called Amica to find out the status. They said it had arrived. I called my shop, they said it had not. I called Amica back and they said that there was some issue but it was worked out and dispatched another truck. Several hours later I called the tow company directly and they said there were fees against my car and the lot would not release my vehicle. After calling Amica they swore they would take care of the fees and dispatch another tow truck. That driver called me to say there was another issue. I called Amica again after several hours and they were completely unaware of the issue. This issue has been repeated 4 times of me calling Amica, a truck being dispatched only to be turned away and only when I called Amica, did anyone even realize the problems. As I write this, my car is suppose to be picked up a 4th time and yet I still don't believe it will happen. I'm not even aware of where they have my car located. After all this, I've tried to call and look for a form of compensation. Every person I've reached says they can't help me and when I ask to transfer me to a supervisor, they just give me to a different department. I've been bounced between Claims and Roadside assistance repeatedly, with neither side taking responsibility or willing to help me.

Desired Settlement: My insurance covers rentals for accidents but not break downs. Originally I just wanted a rental car because their delays are preventing me from even diagnosing my car's issues. That I've had to come here, clearly it won't happen fast enough for a rental so I'm looking for a credit to my account or some form of compensation for all the hours I've spent on the phone and without a car doing the job of my insurance company.

Business Response: Thank you for the opportunity to respond to your concerns via the BBB. We apologize for the service delay and inconvenience you have experienced and understand that one of our representatives reached out to you to discuss this. During this conversation, they also offered a rental car for up to 2-days. Please let us know if you have further questions or concerns. Thanks. 

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.  Regards, ******* ****

6/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I changed all my insurance to Amica last September, my home, and my car. The house insurance was paid in full and they set up a payment plan for the car. In January, I received a letter that my car insurance was cancelled for them not being able to collect payments from my bank. And I also received a bill for payment through December 31. I paid the bill and called them, and they claim my rate must now be double as my old rate because according to them I had no insurance. I did pay the whole amount through the end December when I finally received a bill from them. There was absolutely no contact whatsoever regarding my car insurance was not being paid until they cancelled it 4 months later. And even though I paid it, they now charge me double rates.

Desired Settlement: I want my old rate, I should have been contacted before it was cancelled!

Business Response: We have reviewed our records and note your automobile policy was canceled for non-payment of premium, resulting from payments not being successfully drafted from the banking account you provided at the time of your initial application of coverage.  We attempted to contact you via telephone in November of 2015 and a cancellation notice dated December 18, 2015 was mailed to your address of record noting that the policy would be cancelled if payment wasn’t received by December 31, 2015.  When you contacted us on January 12, 2016, we advised the policy had been cancelled and we would need to take a new application for coverage under a new policy.  At that time, you paid the outstanding premium owed for the cancelled policy and we set up a new policy effective January 13, 2016.     The premium increase on your new policy is primarily attributable to your loss that occurred on July 27, 2015.  When we originally wrote your policy in September, this loss was not yet chargeable as it occurred in the three months preceding the effective date of the policy.  With your new policy effective in January, the loss is now chargeable.  The loss will still only be charged for three policy periods.  Please feel free to contact us with any additional questions or concerns regarding this matter.       

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 # ********. Please add your rejection comments below.  Regards, ******** ***    

Business Response: We're sorry to hear that you do not feel we have addressed your concerns. We welcome you to contact us at ***** ******** if you would like to discuss this 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 # ********. Please add your rejection comments below. I never received ANY phone calls NOR mail regarding my car insurance being cancelled until it was cancelled   NOTHING!  I was told on the phone my rates were being doubled because I did not have insurance for 10 days  not anything else   I pay double what a 21 yr old male does for insurance  this company is a rip off  Regards, ******** ***    

5/23/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ***** ******* hit my stopped 2014 ********* ******** with his 2011 ****** ********** in the *** parking of *** *******, TX, ******* *******. My vehicle was completely stopped waiting for another vehicle to fully back out in front of me when ***** began reversing. I immediately started honking not being able to move because of the vehicle in front of me. The hit lifted my vehicle and broke my fender from the inside attachments out. Insurance information was exchanged, Amica Insurance (*****'s Insurance) started the claim. They sent an adjuster that intentionally gave a poor examination of the fender by simply looking at the outside of the damaged fender to decide that it was not broken on the inside. There is no way to tell if the damaged fender is broken on the inside unless it is pulled apart and properly examined or X-Rayed. I mentioned this to the adjuster and he responded that it has to be pull apart a collision center that he is business agreement with for guaranteed work. This is absolute absurd a good case of you scratch my back I scratch your back between the insurance company, adjuster, and collision center. Amica, being an insurance company and purposely working to deny the claim or pay the least amount to not properly repair the vehicle to pre-accident condition but to exclude their responsibility even if the vehicle was not properly repaired, denied my request to have the fender completely replaced. I bought my ******** brand new in November 2014 and is an actually special edition with the intent of preserving the vehicle in original condition as I have done before their policy holder ridiculously reversed into it and now the *****'s insurance company has no intention of restoring the vehicle to pre-accident condition. I am not forced to purchased and replace my own fender and will take Amica and ***** ******* to small claims court along with filing a complaint against Amica with Texas Department of Insurance.

Desired Settlement: Purchase a new and replace the broken fender Amica's policy holder reversed into.

Business Response: Thanks for giving us the opportunity to respond to your complaint through the BBB. We understand that one of our representatives discussed this with you on Friday and the local branch will be contacting you today to discuss your concerns and attempt to resolve them.

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 # ********. Please add your rejection comments below.  Regards, ********* ******    

Business Response: We understand you have spoken with one of our representatives earlier this week regarding your auto claim and they determined that your fender is repairable. You have indicated that you feel it requires replacement. Our representatives will be reaching out to you today to invite you to meet our appraiser at your chosen repair facility to resolve this for you. We hope this action meets your approval and we thank you for your feedback.

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 # ********. Please add your rejection comments below.  [After meeting with the adjuster the first time before I filed the complaint, I don't trust him or his judgement on the fact that he did not engineer the vehicle or had any involvement of it's design or manufacturing and it's the "you scratch my back I'll scratch you're back" system that is setup between the insurance, insurance adjuster, and whomever the body shop may be. The insurance wants to pay the least amount possible even if it means the vehicle is not restored to the previous condition the policy holder damaged, the insurance adjuster just wants to please the insurance to further receive more business, and the body shop just wants the work for profit and not customer care or service. Amica did say the disassembly of the vehicle can be done anywhere for further investigation a sound scientific report. I will have the disassembly of the vehicle recorded for the judge when I file a charge against the policy holder and insurance in small claims court with all my supporting documents. I am an entry level engineer so I believe I can and will give a clear report compared to adjuster's eyeball method of my new MSRP $61,500 vehicle. The vehicle's fender will be replaced with a new one and since the insurance is going to extreme lengths not to pay for the damage their policy holder did, I will have to pay it out of pocket and show this to the judge as well with all my other supporting documents ] Regards, ********* ******    

5/2/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received late notice and termination notice, and I went to login in December to pay my bill. I also signed up at the time for automatic bill pay..... turns out it was not setup correctly. As a result, the account was terminated. I have been driving around without insurance for the last two months. I had no idea, the only reason I found was due to the term life policy I was also looking into with your company. When they called to see what my discount would be, they concluded that it was canceled. I was in shock and did not even realize this. I have since paid the past due amount and have a new policy so I would be protected. Due to now not having insurance my rate was horrible. I was a good customer until this whole billing issue, and I feel like I am getting screwed over. Now you will be losing a client for car insurance and term life insurance. I also don't understand why I did not get the notices via email or letters. Either way, it's a long shot, but no one on the phones could help me resolve the issue so I thought I might see if this gets anyone's attention.

Desired Settlement: I would like to keep your service but my new rate because of the lapse is crazy. You will be losing a customer for both term and car insurance.

Business Response: We are writing with respect to the complaint you filed with the Better Business Bureau.In April of 2015, you opted to take advantage of our Automatic Payment Plan and elected to receive electronic mail notifications for your billing. Due to a credit card declination in August of 2015, your policy was removed from our Automatic Payment Plan.  Billing notices continued to be sent to you electronically and cancellation notices were mailed to you at the physical address of record.In December of 2015, your policy went into cancellation status for non-payment of premium and on December 15, 2015, you made a payment which satisfied the overdue premium and avoided a coverage interruption.  A letter was then sent confirming receipt of your payment and stating the policy would continue.  Electronic billing notices were sent to you on January 04, 2016 and January 15, 2016.    As no payments had been received since December of 2015, the policy went in to cancellation status.  A notice was mailed to your physical address on February 05, 2016, indicating the policy would be cancelled effective February 18, 2016 for nonpayment of premium.  Since no payment was received by the cancellation effective date, the policy was cancelled.   On March 15, 2016 we sent a notice confirming the policy cancellation as indicated in the February cancellation notice.   A second notice confirming the cancellation of your policy was mailed on April 14, 2016.When you contacted us on April 15, 2016, your policy had already been cancelled. With no coverage in place, it is customary that a new application for coverage be developed and rated according to the applicable rates and rules at that time.We trust that this response provides clarity.  If you have additional questions, please do not hesitate to contact us.

4/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My insurance claim with Amica has been unresolved for years to date. This insurance company (“company”) has failed to recognize my claim or act promptly and reasonably after I delivered sufficient information and facts to it over two years ago. More specifically, the facts underlying the claim and the reality of this situation which I communicated to the representatives of the company have been ignored (and continue to be ignored) and my requests for assistance and direction have been continually mishandled. After initially reporting my claim, this company has failed (and continues to fail) to perform a reasonable timely objective investigation and/or inspection of my damages during the years which this claim has been pending; although it contends that it has adopted and implemented reasonable standards and protocols for claims. This failure to perform a reasonable inspection has increased my damages during the pendency of this claim. My pleas for cooperation during this claim period have only been met with subjective and selective inquiries by the company representatives. Their efforts at determining the cause and the extent of my damages have been of a limited and self-serving nature to the benefit of the insurance company. Although, I have continually reported to the company the obvious facts underlying the cause(s) of my damages, the company continues to steer clear of any investigation into these cause(s). In the event that the company would perform an investigation of these obvious facts, positive results will trigger greater liability under the terms of the applicable insurance policy. The company has (and continues) to shape this claim into a subjective factual scenario which allows them to minimize this claim to my detriment.

Desired Settlement: Applying to BBB: # 3. Ensuring full fair, reasonable and timely performance by Amica under the terms of my insurance policy; Settlement terms to be negotiated outside BBB ***TBD & 0 inserted in BBB Spot further down***

Business Response: Thanks for reaching out to us. Our insured has retained an attorney and we are working with them on this claim. 

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 # ********. Please add your rejection comments below.  [Insurer has failed to deliver Satisfactory results on claim reported over 2 years ago even with insured's attorney which is why this claim was filed.] Regards, ********* ******  

Business Response: We received your latest response to the BBB.  Since an attorney is involved with this claim, we are required to communicate directly with them and will continue to work with them on this claim.

4/11/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My auto insurance with Amica was cancelled in September 2015. I was sent a refund check of $111 in November stating that there was an over payment. Lately, I have been receiving letters from Amica saying that I owe them $381. I wrote them a letter inquiring about how I would owe $381 when they sent me a refund check for over payment. Today, I received a call from an Amica rep who told me that there was a misapplied payment to another tenant's account. How does an auto insurance account get mixed up with someone else's tenant account? The story sounds very far fetched an the rep did not sound like she was being very honest with me. However, this is not my fault that they made such a big mistake like this. And what's worse, they are all of the sudden giving me this far fetched story that there was a misapplied payment on someone else's tenant account after I wrote this letter. I wonder what would have happened if I didn't write the letter. This is very fraudulent and unfair. I shouldn't have to pay for someone else's mistake and negligence

Desired Settlement: I demand that I not be responsible for this bill. This is their mistake an they should be the ones to fix it. I will not pay it.

Business Response: We are writing with respect to the complaint you filed with the Better Business Bureau. Per the voicemail message we left for you yesterday, 3/30/16, we have reviewed your account further regarding the outstanding balance owed of $381.00.  Once your policy had been cancelled, we received a payment from a current customer that had the same address as you.  In error, we applied their payment to your policy which resulted in a refund check being issued to you. When we transferred the payment to the correct account, it resulted in an outstanding balance for your account, generating a bill to you.  Due to our error of applying the payment to the incorrect account, we will not hold you accountable for the balance owed.  This will confirm you currently have no money owed to Amica. Please feel free to contact us at your convenience if you would like to discuss this matter further. 

3/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: March 9. 2016, I placed a phone call to my Amica auto insurance co. to cancel my coverage. It was to expire or renew March 11, 2016. I wanted to give them notice not to renew and thus stop the draft on my checking acct. On Mar. 11, I noticed an Amica automatic withdrawal on my acct. I called to ask them why the $174.15 draft was not cancelled and asked if Amica could stop the draft. The rep. said he did not know if they could stop the draft. I told him I was very disappointed that after being an Amica customer for 8 yrs. I was not treated fairly by not stopping the bank draft. He said he was sorry. Monday, Mar. 14, I called again to get info on this transaction. My call was returned Mar. 22 to say that a check would be sent to me for the amount of the draft. Today is Mar. 22. I still don't have my check from Amica. My complaint is about the sloppy business practices that Amica and its employees seem to take as normal and accepted ways to conduct business. I will never recommend Amica insurance to anyone.

Business Response: We are writing with respect to your complaint that was filed with the Better Business Bureau. We apologize for any inconvenience this may have caused you.  After our recent discussion, as you have not yet received the check reimbursing you for the draft, a stop payment is being placed on the check and the funds will be returned to your bank account.Thank you for bringing this matter to our attention and we appreciate your patience in rectifying the situation.

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.  Regards, ****** ******** PS: 2 weeks have elapsed since this issue began. I finally received an electronic refund this am! The phone call from ***** (Dallas) was confused, but provided results. Thank you. ** ********

2/22/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Charges added to account without permission from customer. Called to get quote for additional driver who was thinking of moving in and sales rep added additional driver to account without checking to see if driver moved in or had a valid license.

Desired Settlement: Reversal of charges added to closed account.

Business Response: We are writing in response to the billing complaint you filed with the Better Business Bureau regarding your Amica automobile policy.After thorough review of your account and your complaint, we have determined the outstanding balance of $57 for your expired policy is accurate.On July 18, 2015, you contacted us to obtain a quote for your son to be added to your automobile policy.  Our records indicate you advised he had moved back in with you, thus becoming a resident of your household.  The Motor Vehicle Report we ordered for your son on July 18, 2015 indicated he had a valid driver’s license and we provided you with a quote for the policy change. You informed us at that time a discussion with your son needed to take place prior to proceeding. We followed up with you and left voice messages on July 28, 2015, August 5, 2015, September 28, 2015 and November 3, 2015, as we had not heard from you regarding this change.  On November 3, 2015, we also sent you a letter explaining that we would add your son, who you advised was a resident of your household and did not have automobile insurance elsewhere, to your policy if we did not hear from you by November 17, 2015.The intent of listing all household operators who are not insured elsewhere is to simply ensure that all operators the policy provides coverage for, and should be rated on the policy, are listed accordingly.  On November 8, 2015, you contacted us to advise your son no longer resided in your household.  We asked for documentation to support your son no longer resided in your household or that he was insured elsewhere.  Following our standard procedure, as we did not receive any documentation,  we added your son to the policy as an operator effective December 3, 2015. The policy change resulted in an additional premium of $57 from December 3, 2015 to policy expiration on January 1, 2016.   You then contacted us on January 1, 2016, initially to ask about the $57 installment notice with a due date of January 4, 2016 and then you requested to cancel your Auto policy with us effective January 2, 2016. We would gladly review any documentation you may have that supports your son being insured elsewhere on from December 3, 2015 to January 1, 2016, and make applicable changes at that time.  We look forward to hearing from you in order to assure all your concerns are resolved.

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 # ********. Please add your rejection comments below.   Response to Complaint # ********. I do not live with my parents. Regards, Cherry ********    

Business Response: Thank you for the follow up.  We have reviewed the documentation submitted and have determined that it is sufficient proof showing ****** ******** did not live in your household in 2015. We will make the applicable changes and your outstanding balance will be eliminated. Should you have any further questions or concerns please contact us. Thanks. 

1/15/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had a car accident in September, ****** ** ****** was assigned to be my claim handler. She called me 2 days later to tell me the other drivers Insurance and helped me get a rental car. That was the last I heard from her. I continually emailed her asking about the rental car because the body shop extended the date it would be fixed but never got a reply. On my last try, I cc'ed ****** Supervisor, ***** ** ******** API, AIC-M, AIM, still never heard back. The body shop pushed the date the repair would be finished one last time and needed the extend the rental again. Finally I got a reply from ***** ** ******** API, AIC-M, AIM explaining ****** was out of the office unexpectedly. My original question for Amica was asking if I needed to opt in for the accident waiver, $12.95 a day. ***** told me that Amica required it. Since I never heard back until the last week, I was charge over $500.

Desired Settlement: it's unfortunate ****** had to be out of the Office. However I should not have to pay for her Supervisor not following up on her opened claims. The only thing I had to go by was what ***** told me. The refund I'm requesting will be applied to my renewed policy happening the end of this month.

Business Response: Thanks for giving us the opportunity to address your concerns through the BBB. We understand that you spoke with one of our representatives and this matter has been resolved to your satisfaction. Please let us know if you have further questions. Thanks.

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.  Regards, ***** ************

1/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a letter that my homeowner's insurance policy by Amica is being cancelled for two reasons. One of which is that the insured property at *** ****** **** ***** ****** ** ***** is a manufactured home. This is a house, on a foundation! This is not a manufactured house.

Desired Settlement: I would like to renew the insurance policy but I also want another letter sent to the mortgage company that the initial letter you sent them with the reasons you are not renewing the policy was incorrect when it stated this is a manufactured house. Also you records showing it is a manufactured house needs to be corrected. I have no idea why in the world you would think this is a manufactured house.

Business Response: We are writing with respect to the complaint you filed with the Better Business Bureau.We have carefully reviewed your account and now recognize your property in Noble, Oklahoma is not a mobile/manufactured home. When reviewing your homeowner policy prior to renewal, we accessed the Cleveland County Central Appraisal District records and erroneously interpreted information about your primary residence as being applicable for your property in Noble. We apologize for the confusion.However, as our Notice of Non-Renewal notes, your property in Noble is non-owner occupied and thus, not eligible for a homeowner policy with Amica. For this reason, we are not in a position to continue coverage for this location and as indicated in the notice, the policy will expire January 14, 2016 without renewal.Please feel free to contact us should you have any further questions. 

1/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased auto insurance with AMICA. I told the rep on the phone I wanted the EXACT same coverage and amounts that I had with my previous insurance company, ****. The agent told me I was getting the same coverage amounts and deductibles I previously had. Unknown to me, the agent did not sign me up for the same deductible, which was $500. They signed me up for a deductible of $1000. I found this out when I had an accident and had to file a claim. I asked AMICA to split the $500 difference with me, since I believed we both shared some of the responsibility. They should have given me what I asked for, and I should have made sure I was getting what I asked for. AMICA phoned me and said they would not help me with the deductible, and that they did not feel they did anything wrong, even though their notes reflected the agent agreeing to the coverage I asked for. They said they would rather loose a customer than part with $250 because there was no reason for them to, in their opinion. I feel that a company should stand behind its employees and their words and actions, especially since I was only asking them to meet me halfway. Very poor customer service and very poor ethics on the part of AMICA.

Desired Settlement: I request that Amica pay $250 towards the additional $500 deductible, leaving me to pay the other extra $250. This would mean I would be responsible for $750 of the deductible and they would be responsible for $250. The mistake was made on their end, resulting in my deductible being $1000 instead of the $500, that I requested. I just want them to share in the responsibility.

Business Response: We are writing with respect to the complaint you filed with the Better Business Bureau. We have carefully reviewed your account and confirmed your Collision and Other than Collision deductibles are $1000, as requested by you when the policy was issued on February 20, 2015. The automobile insurance application you completed and signed on February 19, 2015, indicates the $1000 deductibles for Collision and Other than Collision. Additionally, you paid the premium associated with these coverages. As a result, when adjusting your recent loss, a $1000 Collision deductible was applied. If you wish to make any changes to your coverages moving forward, please contact us. Thanks. 

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 # ********. Please add your rejection comments below.  I SPECIFICALLY requested a $500 deductible when I asked for this policy.  I asked "for exactly the same coverage and deductibles that I had with my previous company, ****".  Your representative confirmed that your notes say this.  The person who helped me when I purchased my policy only asked me for my agent's name and phone number, and a copy of my insurance card, which I provided.  They said they would take care of it.  They verbally confirmed with me that I had the same coverage and $500 deductibles.  I had no reason to believe that they would then type up the contract for a different amount.  All I asked was that you meet me half way, and you pay $250 of the extra $500 and I'll pay the other, since we both have responsibility in this error.  You in typing up the policy for a different amount than what I asked for and what your agent said I was getting, and me for not checking to make sure they typed it up correctly before I signed it.  THAT would be the responsible thing to do. I cannot believe you are so adverse to taking responsibility for your agent's actions, when I can take responsibility for my part.  I ask you to please reconsider my proposal, in the name of your ability to provide honorable customer service. Regards, *** ****    

Business Response: Thank you for your reply. We have carefully reconsidered your proposal and stand by our initial assessment. Please contact us if you wish to make any changes to your future coverage. 

12/30/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Amica is sending me bills for homeowner/auto insurance premiums when I never signed for coverage. I called Amica Aug15 to inquire about homeowner/auto insurance (coverage, pricing, etc). The agent provided coverage details & pricing which seemed more favorable than my current coverage. She was supposed to email the details for me to view and sign if I agreed to coverage by Amica. The email never came & didn't have the agents contact info. So I called several times & talked to different agents, who each provided different quotes from the original...for the same coverage. My comfort level with Amica dropped, so I called my insurance company to review & update my plan. I decided to stay with my insurance company. I didn't reply back to the eventual quote sent by the original Amica rep. Since then I've received bills for premiums due (past due) for coverage effective Sep15. I called & told them and also sent an email that I never signed for coverage. Amica's account manage is stating that they have covered me since Sept 1, without my signage (an apparently without any further response of my agreement for coverage) & I need to send them proof that I've had other coverage. I've always thought an inquiry is just an inquiry...nothing final until you get a signature. So, why would I need to send them anything? Plus I have emails at the same time from Amica stating that my application was expiring and that it was Voided on 11/11/15. More confusion...The latest bill I received is 12/15/15. There seems to be a disconnect at Amica. Definitely glad I didn't switch insurance companies.

Desired Settlement: Amica needs to Void the premium coverage from their systems and stop billing me for coverage I didn't want nor need. They've made a mistake, so someone needs to fix it without any further action on my part....except to Never call them again to inquire about coverage plans.

Business Response: We are writing with respect to the complaint you filed with the Better Business Bureau. After carefully reviewing your account, we agree to backdate the cancellation of the policies to the inception, September 1, 2015, which will void out all outstanding balances associated with your account at Amica. While we attempted to secure signed applications on several occasions, you did not complete the applications or  pay any premium for the homeowners and automobile policies; thus, it appears there was a misunderstanding binding coverage for you. When you contacted us in November of 2015, we requested proof of coverage elsewhere prior to backdating  the cancellations to ensure you would not have any lapses in coverages. Specific to your automobile coverage, given Amica reports policy coverages to the North Carolina Department of Motor Vehicles (DMV), it is customary to secure confirmation that coverage was in fact in place with another carrier prior to backdating a cancellation. If coverage was not continuous, it could cause a hardship for consumers with respect to the DMV.   If you have any questions, we welcome the opportunity to assist you further in order to assure all issues are resolved.

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.  Regards, ****** *****

12/28/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I feel strange filing a BBB complaint against AMICA. I love this insurance company. Their customer service has been far above average, and I would highly recommend them to my friends and family. However, I have recently encountered an issue which they will not resolve. My policy payments are on autopay administered by AMICA insurance. I underwent a surgical procedure today, and therefore was unable to sleep last night. In my inability to sleep, I was going through my financial statements, and was surprised to notice that there were no recent payments from AMICA on my credit card. When I logged into the AMICA websitr, I noticed that, while my home and life insurance policies were still in force, my auto policy had been cancelled for nonpayment. I attempted to call AMICA to resolve the issue, informing them that I was completely unaware that my payment had not gone through. The agent was polite and listened to my complaint, but informed me that there was nothing that she could do. She told me that I would have to apply for a new policy, and I agreed. However, the new policy was more than double the rates of my old policy. She told me that was only because I had a lapse in coverage. I told her that I had received no communication from them that my payment was declined. She stated that their company does not make any attempt to contact customers in this type of situation by phone or email, but that a letter is typically sent by mail. I informed her that I did not receive the letter they claim, but have no proof, that they sent. At this point, I will admit that I lost my temper and took out on this poor agent my frustrations at the situation and my anxiety over my impending surgery. If the person adjudication this claim has any contact with this agent, please extend my apologies to her. When the supervisor contacted me back, she informed me that she could not resolve my issue, and an argument insued where we were both rather rude to one another, each speaking over the other instead of listening. AMICA has since contacted me offering a slightly discounted rate of $4200 per year, but that is not acceptable, since I would be paying $2200 per year had they only contacted me to inform me that autopay was no longer in force and I would need to make a payment personally.

Desired Settlement: I would like AMICA to take responsibility for their failure to contact me after their autopay did not go through. I would like them to take responsibility for not giving me any warning via email, phone, or received mail, and to reinstate my previous policy, even if they require payment of the entire year in advance.

Business Response: We are writing in response to the complaint you filed with the Better Business Bureau. First, we would like to thank you for choosing Amica to meet your personal insurance needs and for providing us with the opportunity to discuss your account. Taking advantage of our e-policy delivery options, through your Amica.com account, for billing statements and policy documents is also appreciated.  On November 4th we sent you an e-mail advising your billing statement was viewable at your Amica.com account.  This statement included language notifying you that your October 24th credit card payment through the automatic payment plan was declined. This statement also included a notice that your account has been removed from the automatic payment plan to avoid having your payments fall further behind.  Our November 25th billing statement included a cancellation notice informing you that having received no response to our previous efforts we find it necessary to cancel the auto policy on December 8th if payment isn’t received prior to this cancel date.  As no payment was received by December 8th, the policy was cancelled in accordance with the aforementioned notices.  When you called us on December 14th to make a payment, the policy had already been cancelled.  With no coverage in place, it is customary that a new application for coverage is developed and rated according to the applicable rates and rules at that time.  After speaking with you, we now understand you unknowingly disregarded the notices.  As you are aware, after learning of your specific circumstances and reviewing your entire account, we have agreed to make an exception and reinstate coverage at your previous/cancelled policy premium. We are grateful the recent discussions have resolved this matter and that you continue to receive our excellent customer service.  

12/18/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Amica's billing/collection process is unnecessarily made complicated and confusing. They refused to acknowledge mistake in billing.

Business Response: We are writing in response to the complaint you filed with the Better Business Bureau regarding an outstanding balance on your expired homeowner policy.We have carefully reviewed your account and have confirmed the bill you received for $50.70 is correct.  As discussed with you on November 25 and November 29, 2015, this bill represents the balance due on your homeowner policy which expired August 15, 2015.  As of August 27, 2015, $89.40 was owed on the expired policy.   At the time your payment of $89.40 was received, your renewal homeowner policy was in cancellation status.  To prevent cancellation of your renewal policy, rather than applying the entire $89.40 to the expired policy, we applied $50.70 of the payment to the renewal policy, ensuring coverage remained in force.  This resulted in a remaining balance of $50.70 on the expired policy.   Our records indicate when you contacted us in October to request cancellation of your homeowner renewal policy, we spoke only about the outstanding premium owed on the renewal policy.  It appears we did not address the premium owed on the expired policy and apologize for this oversight.  We trust this information clarifies the billing of your homeowner policies and we welcome you to call us to discuss any additional questions you may have.

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 # ********. Please add your rejection comments below.  [Thanks for the reply. However, its still not clear to me how the balance was accrued. When I cancelled my home insurance policy, I was told that I would be credited for the remaining days on my policy, instead, I was sent a bill. How can this happen? To make the matter worse, I am not able to view my bills online anymore. Please send me appropriate documents (bills) where it shows I had balance due.] Regards, **** ********    

Business Response: We would be happy to forward you documentation supporting the outstanding balance due.  We will contact you directly to discuss the best approach to reviewing your account with you. Thanks.

11/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We are a chiropractic office and we were treating a patient who had been hit by a driver that was insured with Amica in late August. When the patient (****** ******) was finished with treatment we contacted Amica to ask a very simple question. We wanted to find out where to send the bill and if there was any other information that they needed to process this claim. My receptionist spoke to the field adjustor ***** ******** to find out this information. Instead of just answering the question he kept telling her that we weren't going to receive a dime and that they would be paying the patient. Add to this his very loud voice (he was on speaker phone in his car) and his very condescending tone and it went wrong quickly from there. Finally because he wouldn't give her an answer, I got on the phone and asked for a supervisor. He informed me that I could not speak to a supervisor and he was it, in his loud, condescending voice. In 20 plus years of practice, I have never come across someone so rude. ***** ******** has no business being in the customer service field and either needs to be completely retrained or moved to a different department altogether.

Desired Settlement: I would like an apology and a reassurance that this will never happen to anyone again. Nobody deserves to be spoken to as rudely as we were.

Business Response: Thank you for your feedback.  We take customer service seriously and regret that you had a negative experience.  We understand that you spoke to an Amica representative about these concerns in August and that they were able to assist you.   Please let us know if you need anything further.

11/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Amica erroneously canceled my liability insurance that was paid in full for one year and Customer Service has not been able to provide a resolution.

Desired Settlement: Re-instatment mandatory liability insurance and provide the NC DMV with form FS-1 to declare no lapse in coverage.

Business Response: We are writing with respect to the complaint you filed with the Better Business Bureau.  We have carefully reviewed your account and confirmed the premiums charged for the time the coverages were in affect are correct.   It does appear, however, we misinterpreted some of the policy changes you had requested, resulting in confusion and unanticipated updates being sent to the North Carolina Department of Motor Vehicles.   We would like to apologize for these errors and discuss this with you at your earliest convenience.  In order to rectify this situation and ensure you have no issues with the North Carolina Department of Vehicles, we plan to reinstate your automobile policy and provide you with the appropriate FS1 filing to demonstrate there was no gap in liability coverage.  When you reached out to us in early November looking for help regarding your cancelled Amica automobile policy, we did not anticipate the file handler you had been working with would be out of the office.   We thank you for continuing to work with us and look forward to hearing from you in order to assure all issues are resolved.  

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.Thank you. Enjoy your Thanksgiving. Regards, ****** *******

11/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: POLICY # ***********, ACCOUNT # ********. I received a car insurance policy bill from Amica on 1/26/2015 that was DOUBLE the amount from last year (2014). In 2014, my annual policy was $1400. This new bill required payment $2, 449 to be paid in full in order to keep the supposed discount. At that time, I was not driving at all due to medical issues with my knee that required surgery. Also, on the bill it said "thank you for choosing email notification and I did not have an email address at the time. Because the insurance was double, I called right away and told the representative that I was cancelling the insurance and was not going to pay the bill in amount of $2,449. I was also not driving at all for 4 months. Thinking the insurance was cancelled, I was very surprised to receive a bill 4 months later , on May 14, 2015 with a cancellation notice and a payment due in amount of $2500 with a minimum of 502.40 due. So I called Amica again, and told them that I had cancelled this insurance back in January. I was told then that the insurance was never cancelled and iI needed to make a full payment. I told Amica that I would file a complaint with the Better Business Bureau for Unfair Business Practices and was told to go ahead and do so, that it wouldn't matter because my bill was going to collections. Please note, Amica's policy clearly states that insurance would be cancelled if there was a non payment. I did not make any payments NOR DID I RECEIVE any other bills UNTIL MAY. So I had no idea my insurance policy with Amica was still active and Amica never cancelled my insurance back in January when I called. Thinking my insurance was cancelled and not driving for 6 months, I chose another insurance carrier which was much cheaper. It was only then that I received a cancellation notice. I am being harrassed now by COLLECTIONS demanding payment of $625. Amica had no right to DOUBLE MY INSURANCE PREMIUM, THEN NEVER CANCEL THE POLICY WHEN I CALLED !!!!

Desired Settlement: I would like for Amica and its Collectors to stop harassing me for payment of $625. I am not going to pay for insurance that they NEVER cancelled. I requested the insurance policy be cancelled, but they continued the policy and I never knew since I did not get the BILL until 4 months laterm May 13 demanding payment.

Business Response: Thank you for reaching out to us. It is our understanding that one of our representatives spoke to you and your daughter regarding your concerns. As discussed, we have no record of your request to cancel your auto insurance policy prior to receiving the Bureau 2A form on May 18, 2015. This form indicated that you had placed coverage elsewhere effective May 15, 2015. Once the form was received, the policy was canceled. However, coverage was provided from February until May, which resulted in the $625 bill. If you have any further questions or concerns that you would like to discuss, please do not hesitate to let us know. Thanks.

11/12/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been a customer of Amica Insurance for a couple years but decided to cancel when I sold my car. I have written (email) confirmation and verbal confirmation of said cancellations yet I am continuing to be billed a whopping $90 each month. I call and complain immediately upon each bill and they claim to never have a record of said cancellation. Time and time again they say they acknowledge my cancellation. I pay my balance, and yet every month I continue to get a bill. They are con artists out to get your money until you end up in a grave. They report me to credit agencies so I cannot apply for loans or rent an apartment.

Desired Settlement: Amica has the responsibility to formally apologize and refund at least $90 due to multiple billing errors which they ignore and for which they only blame me.

Consumer Response: The company has contacted me and the issue has been resolved. Thank you for your quick action.

11/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After a not-at-fault car accident with an Amica customer I was using a rental car that Amica was expected to pay. Amica consistently delayed payments to the bodyshop which extended the time my vehicle was in the shop to nearly 2 months. When I finally returned the rental vehicle, Amica failed to pay the bill after I made multiple attempts to rectify the issue with them. ********** ended up charging my card that they had a hold on, resulting in me footing the bill for over $1,000. It has been nearly a month now that Amica is unresponsive to my communications and I have still not been reimbursed for the rental fees. I have kept all communications with them in emails and can provide proof.

Desired Settlement: I would like Amica to refund me the amount I paid the rental company. This was 100% their customers fault, and it was Amica's fault that my car was getting repaired for months. I have all the documentation to prove these claims, and will inquire with the bodyshop to receive additional documentation on Amica's lack of responsiveness as well.

Business Response: Thank you for contacting us through the Better Business Bureau as we appreciate the opportunity to address your concerns. We understand that a claims representative spoke with you today and payment has been issued for the rental charges you incurred.  Please let us know if you have further questions about this claim. Thanks.

10/16/2015 Problems with Product/Service
10/11/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Amica Insurance rep lied to me about the price of my combined homeowners and car insurance and after I switched the prices were increased almost immediately on both products to the point where it was significantly higher than what I had been paying. Classic bait and switch. Explanation I was given was that the computer system at Amica had changed during the time we were working on the quote and there was nothing she could do about it. I signed up for one car insurance rate and paid a down payment based onthat rate. 1 week later with no reason or explanation, the rate was $400 more per year. The same thing happened with my homeowners insurance. It was increased by $150 1 month later.

Desired Settlement: I expect to pay the prices I was quoted and not the "bait and switch" prices. I switched to Amica to save money and now I'm paying a great deal more.

Business Response: Thank you for reaching out to us and giving us the opportunity to review your policies.  After careful review, we will honor the original automobilequote we provided for this policy period.  With respect to your homeowner premium, we note all coverage options and changes were made with your consent,thus the premium will remain as is.  We understand that one of our representatives has discussed this with you and you are satisfied with the resolution. If you have any further questions, please do not hesitate to contact us. 

10/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted Amica approximately 3 to 4 weeks ago to clarify my understanding of my current home owners and auto insurance policies. I spoke with ****** *****. ****** communicated that my two policies did not have a discount applied to them over the last two years. ****** further explained that I am entitled to a refund of over $700 total for the two years, but was not sure if a refund could be applied to prior years. ****** confirmed that she would investigate this and return a call to inform me of the details of my refund. I did not receive a return call from ******. Approximately 1-2 weeks later I called Amica to check on the status of my refund and spoke with a different associate. It was clearly communicated that Amica's computer system showed that my refund for the first year was being processed and the second year was being reviewed. I called Amica again last week since I had not yet receive a refund. I spoke with a third associate who described that there was no history of this issue or phone call records in their system. I then spoke with a manager who confirmed that the system showed no related information and that my policy showed a discount. I asked when the discount was applied and there was no date recorded in their system. I then left a voice message with ****** describing the issue and requested a return call. I have not received a call. I am unable to resolve this issue with Amica management and find Amica's complete "loss" of the history described above very suspicious.

Desired Settlement: A cash refund for the discount that was not applied to my combined home owners and car insurance policies.

Business Response: Thank you for reaching out to us. We’re disappointed that we haven’t met your customer service expectations and understand that one of our representatives reached out to you this morning in order to discuss the refunds further, as well as answer any questions you may have.  At this time, three of the four refunds have been issued in accordance with the applicable policies and the last refund is being worked on at this time. Please note that refunds for jointly titled polices are issued to all named insureds and sent to the address of record for those policies.

9/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My vehicle was struck by a driver carrying Amica Insurance on July 29, 2015 at 12:45 PM and I am still awaiting Amica to claim liability. In addition to this outrageous delay in the process, I have been repeatedly harassed by representatives of Amica in an attempt to intimidate me into accepting blame for the accident clearly not my fault. The police report supports all evidence and statements that the Amica insured was fully responsible for the accident. I have been forced to be inconvenienced for almost a month which in turn had almost exhausted my rental car allowance before repair work is even agreed upon and started.

Desired Settlement: Their business practice is egregious and must be corrected immediately or I will be forced to seek action through my attorney ******* ******* Esq

Business Response: Thank you for contacting us through the Better Business Bureau as we appreciate the opportunity to address your concerns.  We regret that you feel our investigation took too long but hope that you understand the need for us to thoroughly investigate before accepting liability.  We understand that this matter has now been resolved and hope that you are satisfied with that resolution.  If you have any additional questions, please let us know. Thanks.

8/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When I first signed up with Amica Homeowners Insurance I told the lady that I wanted the option that allowed them to pay if I received an increase or condo assessment. She told me that was covered. I got an assessment and I went to file a claim to get reimbursed and I was told I don't have that coverage and that I had denied that coverage option. This was the reason why I switch insurance from *********. I'm afraid that anytime I need to file a claim they will say it's not covered and I don't have that coverage. I know she told me I had this coverage and I know I asked for it and agreed to pay for this coverage. This company is a liar. I don't trust them with my home and condo anymore.

Desired Settlement: Pull the phone conversation with ***** who started my policy. You will see that she offered this and I agreed. They need to honor and pay me my assessment fee and any other money I'm owed because my condo fees also increased.

Business Response: Thank you for contacting us via the BBB. We looked into this and found that the notes from when the policy was purchased indicate that you denied an increase in loss assessment coverage for the policy at that time. We understand that you spoke with one of our representatives last week and were informed that condo association fees are not covered as part of your policy. If you have further questions, please don’t hesitate to reach out to us. 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 # ********. Please add your rejection comments below.  I did ask for that to be added to my policy.  please pull up the telephone conversation from when i first signed up.  you all are liars and i will be changing companies asap. Regards, ********** *********  

Business Response: We’re sorry to hear this. If you would like to discuss this further, please don’t hesitate to reach out to us.  

6/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I recently have been bumped from my homeowners policy for non-payment when in fact I did make that payment. I have proof fro my bank that the check was sent and cancelled by Amica. They tell me that they're "working on it". This upsets me because even if I transfer to another company, i will be charges more because I've been cancelled by Amica.

Desired Settlement: I want to be exonerated for being expelled from Amica so that I will no longer have a mark against me.

Business Response: Thank you for contacting us via the Better Business Bureau as we appreciate the opportunity to address your concerns. Your payment was found and we are reinstating your homeowners policy back to the date it was cancelled for nonpayment so there is no lapse in coverage. We apologize for the inconvenience this has caused and
understand that one of our representatives has left you a message to discuss this. If you have further questions, please let them know. Thanks.

6/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I recently have been bumped from my homeowners policy for non-payment when in fact I did make that payment. I have proof fro my bank that the check was sent and cancelled by Amica. They tell me that they're "working on it". This upsets me because even if I transfer to another company, i will be charges more because I've been cancelled by Amica.

Desired Settlement: I want to be exonerated for being expelled from Amica so that I will no longer have a mark against me.

Business Response: Thank you for contacting us via the Better Business Bureau as we appreciate the opportunity to address your concerns. Your payment was found and we are reinstating your homeowners policy back to the date it was cancelled for nonpayment so there is no lapse in coverage. We apologize for the inconvenience this has caused and
understand that one of our representatives has left you a message to discuss this. If you have further questions, please let them know. Thanks.

6/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: [Fraudulently double charging as well as lying about facts to overcharge] I purchased and paid for 4 policies with Amica. We agreed on price and I paid. Umbrella $189 May 14th Car $970 Dwelling $1215 Home $1128 I considered everything all set. They did NOT disclose they may charge more. About a month later they called to say the inspection on my dwelling and home meant they'd have to charge me more. I disputed that they never disclosed the price could go up so soon. If they had I'd have used a different quote because of uncertainty. They also lied about the deck size on my Dwelling policy, The lady said she'd investigate and call back. When they called back in the following days they said I was right and that it hadn't been disclosed and that the price on the dwelling would stay the same. However next said they'd need to charge more on my home policy because it was over 2100 square feet and that there was no fire hydrant near house like I said. I said both those assertions were wrong. The home recently sold at 1780 sf and a fire hydrant is visible from my drive way. She investigated.and called back in the following days saying I was right and the inspector had made a mistake. She said the price would stay the same at $1128. I accepted this but today saw they now have double charged my discover card $1159. I called and spent ages on the phone with various unhelpful people. The couldn't even find the recent transaction and said they'd have their accounting department look into it. Meanwhile my credit care is way over what I'm comfortable with and have been charged twice. They practices are harassing and ongoing. Its one mistake after another and I'm exhausted. Surely this is bad business practice.

Desired Settlement: * Refund of $1,159.00 for Home Policy because I'd already paid for $1128 for it on April 10th based on quote on accurate home size date. * A refund for any interest on my discover car. * A written apology for all the wasted time I spent on this on hold and with difficult unprofessional customer service reps. * An investigation into why inspections on my properties come back with such wrong data (they claimed my home was over 2100 sf when any website or town record shows it to be 1780 sf). An investigation into whether this is a patter being replicated on other unfortunate customers who may not be as wary as I was to their practices. and why the possibility of price going up isn't being disclosed at quote time.

Business Response: Thank you for contacting us via the Better Business Bureau as we appreciate the opportunity to address your concerns. We understand that representatives in our ******** office are working with you to resolve this and you are planning to come to the office to meet with them in person.  

6/2/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My daughter was involved in a car accident on 04/25/2015 and our vehicle was totaled, It Was other Driver's Fault with Amica Mutual Insurance. after 25 day's and speaking with their Rep many times, they are unable to evaluate my car at the right price, Most Major insurance companies like ***** ****... get the value from NADA. But they are not accepting this source so far. based on condition of my car and the package it had we are not asking more than the NADA Value. ******** ********** (Claim's Rep) is asking us to go through our own insurance company to get the actual amount, witch is unacceptable since it was not our fault in this car accident. Amica is refusing to meet standards that are out there in car business evaluation of vehicles.

Desired Settlement: send me a check with actual value of my car ASAP. I am a busy Mom and have no time for this game.

Business Response: Thank you for contacting us via the Better Business Bureau as we appreciate the opportunity to address your concerns. We understand that you spoke with one of our representatives and a payment has been issued for your claim.  We hope this resolves your complaint, but if you have further questions or need additional information, please don’t hesitate to reach out to us. Thank you!

5/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: How can you give such a good rating to such poor reviews and services with Amica insurance company. Your rating is way too high for such a poor service for Amica. Do you read reviews. I personally experienced lack of knowledege and support in my recent car accident. It is a nightmare getting a cldear answer on the phone. I am still sitting at home without any car after a week of car reck and still don't know if I can rent a car under our policy. I wish they would have explained to me if I don't have collision I won't get any help at all in a car crash. not even towing my car eventhough I have towing in my policy. When I called right after my accident i was cut off several time and no agent called me back. It was a total nightmare.

Desired Settlement: I need to know what is covered under my policy and whether I can rent a car. I want the company to email me of what is covered in my policy with this current accident.

Business Response: Thank you for contacting us via the BBB. We appreciate the opportunity to address your concerns. We're sorry about your experience and understand that you spoke with one of our representatives on Friday and he explained your coverages and followed up with an email as you requested. If you have further questions, please don’t hesitate to reach out to him. Thank you.

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. 

3/23/2015 Problems with Product/Service | Read Complaint Details
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Complaint: My girl friend ****** ******** and I were driving through ****** ma as we were on our way to the *** **** office located at *** ***** **** ****** ****** to pay an over due cable bill we were stopped at the intersection of lower main street and tower street stopped at a red light and behind a black ******, the light turned green and the black ****** car sat at the green light for about 30 seconds after it turned green so I honked my horn in friendly gesture too let the drive aware of the light turning green and as he proceeded forward I noticed he was talking on his cell phone and he was now driving at A speed of 20 miles per hour as we entered a 35 mile speed limit travel zone he continued to drive at a very slow speed and as the traffic behind us grew heavier he decided to go even slower playing some type of mind game with the situation, after traveling at this speed for several hundred feet he then pulled to the right and stopped as he seemed to now have stopped to let the heavy traffic behind pass so he could continue his phone conversation, but as I proceeded to pass him he sped up trapping me in the opposite lane and had he no intention on letting me or anyone pass him so now traveling in the opposite lane I had to come to try to get back into the right lane and was forced to get back behind him,. As I slowed down and tried return to my original place he slammed on his brakes and caused me to go into a skid which is what my car does when the brakes are applied firmly, because it is and older model l car and was built prior to the technology of power assist braking , so I went into a slide and tried to turn my car into the guard rail and avoid hitting his car but he came to a complete stop before my car did I could not avoid hitting him, when we stopped and got out of our vehicles I asked him for his license and registration but ignored my request.this is when I called 911 Mr. ******* ** *****

Desired Settlement: need a copy of itemized repairs done to other vehicle involved in crash there was minor damage to this car and I received a call from amica stating that it would cost $5,000.00 to repair then days later I received a letter stating that it cost over $6,000.00 to repairI do not believe it cost $ 6000.00 to repair they are hiding the true cost from me and will not tolerate being bullied by a large insurance companyI have called then twice and they have not returned my CALLSAccount Number:

Business Response: Thank you for contacting us via the BBB. We appreciate the opportunity to address your concerns. We understand that you spoke with one of our representatives yesterday and she is sending you a copy of the appraisal you requested along with her direct contact information. If you have further questions, please don’t hesitate to reach out to her. Thank you. 

3/6/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Our policy was cancelled for non-payment without the proper notification. The auto-payments were set up on a debit card rather than straight from the checking account and the debit card was cancelled and reissued with a new number due to the home Depot data breech. We were unaware of the non-payment issue. The company said they sent letters, however, the only letter we received was the cancellation noticed dated January 22, 2015 and it stated that the policy was cancelled on Jan 12, 2015. On Jan 3, 2015 I called into Amica and filed a small claim for being struck from behind by an uninsured motorist. With 8 phone calls to Amica, each time our policy info was received and never once did anyone advise there was a problem with our account. We would have happily fixed the issue and even paid a 6 month premium in advance to show our good will but not once were we advised. As a result, we are now considered "high" risk as insurance consumers and even Amica said they could reinstate, but it was a much higher rater than we were paying previously because our insurance lapsed. I feel like an insurance company should "have your back." I believe it should be trusted to at least insure they are getting the notification to you in more than one form if something as serious as a lapse in coverage is imminent. I know that is not the standard but a simple robo-call to one of our numbers that you have on file and/or an email would have made all the difference in the world.

Desired Settlement: I would like Amica to first and foremost, restore my reputation and expunge my insurance record. I would also like to see them put a company-wide policy that consumers be alerted by two different methods of communication to advise of upcoming cancellation or loss of coverage. There are other insurance companies who have that policy.

Business Response: Thank you for contacting us via the BBB. We appreciate the opportunity to address your concerns. We spoke with the claimant on 1/28/15 to explain the results of the investigation. Should there still be any additional questions, please feel free to contact your local office. Thank you.

3/1/2015 Problems with Product/Service | Read Complaint Details
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Complaint: My son, ****** ** had a car accident with Amica's client, ***** **** on 1/22/2015. The insurance denied the truth, and refused to pay for our car's lose. 1) ****** said ***** did not turn on his headlight while driving, the accident spot is an open area, no block, if *****'s headlight was on, ****** would see him coming. 2) The accident happened after ****** entered the median area, there were many broken glass can clearly prove the accident spot, but Amica just simply deny the truth.

Desired Settlement: Re evaluate the accident and my car's damage and pay for the cost for fixing the car.

Business Response: Thank you for contacting us via the BBB. We appreciate the opportunity to address your concerns. We spoke with the claimant on 1/28/15 to explain the results of the investigation. Should there still be any additional questions, please feel free to contact your local office. Thank you.

Consumer Response: The attached picture shows the accident location , broken glass on the ground can prove it. But the insurance company deny the truth, refused to make payment.Big lier!Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below.  Regards, **** ***    

Business Response: We have completed an investigation that included statements from all involved parties and photos of the accident. In addition, we have reached out and explained the liability decision based on the results of our investigation to both the insured and the claimant. Should you have any additional questions, please feel free to contact your local office directly. Thank you.

Consumer Response: The insurance company denied the truth below, avoid making compensation.1) the accident was happened at the median area, ****** entered the area first, ****** had the right way.2) the driver , mr. **** did not turn on head light when he drove at7:00 am at that morning, his car is dark color, difficult to see him. The insurance co. just simply denied the two truth above, refuse any obligation.  Cheating, lier! Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below. Regards, **** ***    

2/13/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I am a home owners that had damage to my property (fence) by a young driver that was driving to fast through my neighborhood in bad weather conditions. The insurance company from the young lady was Amica. They contacted me and sent an adjust out to my home. Within 10 days a received a check in the mail for the damages less $247.03 for 1 1/2 years depreciation on the age of the fence and property line. Additionally, I was quoted by the adjuster that two posts would be replaced because one was sheared off and one was leaning out and structurally compromised, which also should include labor and staining. Amica included only one post replacement in their quote. I contacted Amica insurance (******* ******* and **** ******, ************), they said that they always take off for depreciation and that they would not pay the full amount to put the fence back to where it was before the accident because I had enjoyed my fence for 1 1/2 years and therefore I had to accept the loss. I do not believe that I should have to pay a fence company the balance to have my fence repaired. They don't care that the fence area is 1 1/2 years old. Unfortunately, my fence has been hit six times, in fact the same corner was hit 1 1/2 years ago and repaired at that time. I have dealt with many insurance companies and have never not been paid the full amount for the replacement of an item or repair.

Desired Settlement: I would like the estimate to be adjusted to include the total area that was damaged including the second post, labor and staining both inside and outside of the fence. I would also like the total estimate to be paid so that the fence can be put back to where it was before the accident.

Business Response: Thank you for posting your concern. Customer satisfaction is very important to us. We have discussed the claim settlement with the claimant and advised of the coverage that is provided by the policy. If you have any additional questions, please feel free to contact us directly. 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 #********. Please add your rejection comments below.  [Your policy is unethical and unacceptable!  If a policy holder purchases coverage for themselves, knowing that it allows for depreciation, they know up front that they will be liable for the difference and take a loss on the damages incurred.   But to make a third party be responsible for paying for the depreciation on damage property is unacceptable!  The policy holder would know in advance that they were making that choice when selecting an insurance policy and or carrier.  However, a third party involved in an accident would never be given that choice and should not be penalize.  I want my fence back!  I did not ask for it to be damages, or to have to deal with my yard being unsecure for months during the winter because the ground is frozen, or the hassle of finding a reputable contractor to complete the work, little alone, having to pay for part of the repairs.  Again your policy is unethical and unacceptable!  Please pay for the full replacement of my fence due to the damages caused by your  client.] Regards, ***** *******  

Business Response: We have reached out to the claimant directly in order to discuss their concerns.

2/10/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Amica house insurance division raised my house insurance rates so I did not renew at the end of the house insurance year. After working with Amica about a lower rate by raising my deductible I mailed a check..I spoke to Amica and provided the check number but was advised it was never received. My check never cleared the bank and then Amica invoiced for an extra month of insurance. I tried to resolve my insurance issue with Amica's online system but it does not work properly. Amica has since sent a letter advising my account has been referred for collection. I pay my Amica car insurance monthly automatically but my house insurance is paid in one lump sum. I am currently looking for another insurance company which has better customer service for my house insurance etc.

Desired Settlement: Correct the invoicing issue and return the check.

Business Response: Thank you for contacting the BBB and giving us the opportunity to review. Customer satisfaction is very important to us. Our local office has reached out to the insured to explain the current status of the policy. Should you have any further questions, please feel free to contact that office directly. Thank you.

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.  Regards, ******* *****

2/5/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Purchased home owners insurance then found cheaper insurance somewhere else, then called Amica and canceled my policy within 3 days, NO claims NO bill yet, then they billed me for 1 1/2 months and won't stop sending bills.

Desired Settlement: Just cancel my policy and stop sending me bills

Business Response: Thank you for reaching out to the BBB to make us aware of this concern. Customer satisfaction is very important to us. We have reached out and were able to resolve the issue.

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.  Regards, **** *********

1/28/2015 Problems with Product/Service | Read Complaint Details
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Complaint: On 12/9/14 my car had was struck by a unknown driver that resolved into a hit and run. I reported this to amica insurance as they are my insurance carriers. I spoke with my insurance claims service Rep. *** ***** ** how informed that I had to choose one of there referred auto places to fix my car so that if any thing should occur they would fix it if I was to find my own I am liable for any thing that would happen so I choose susi one of there referred shops and car is still not fixed I am now walking to work and walking my son to school because amica only paid from 12/10/14 until 1/8/15 30 days for my rental the estimate said it would take 15 days to fix my car its now been 1month and 2 weeks *** ***** ** and the susi shop said my car wasn't fix on time because of tge holiday Christmas and new years well and the shop told my car has about 20,000dollar's worth of damage mean while I ask the service to extend my rental so I wouldn't have to walk in the cold with my kid he said no and that he couldn't do that so I still dont have my car yet and really don't no whats going on I call the shop yesterday they told me to call back Wednesday yt? hey are waiting on another supplement I feel like the car is a total lost because it should not have taken them this long and if my car is gonna be there any longer they need to pay for my rental.

Business Response: Thank you for contacting us via BBB. Customer satisfaction is very important to us and we appreciate the opportunity to discuss your concerns. Someone from your local office will be contacting you shortly. Thank you. 

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.  Regards, ******** ******

1/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Amica is slow rolling the payment for the repair of our automobile. Our van was rear ended by an Amica customer (a young teen) almost 3 weeks ago. My husband was driving our kids to school on a rainy day. He slowed down because of backed up traffic ahead at a congested intersection. The teen failed to notice everyone slowing down, The teen was ticketed and chastised by the policeman. Yet, Amica says that have not determined that their client was at fault, and refuse to pay for our car to be fixed. Since the bumper has been compromised, another rear end collision could cause severe damage to the car and anyone inside.

Desired Settlement: We would like Amica to pay for the damage done in the collision with their client as well as the rental car that will be required.

Business Response: Thank you for posting your concern to BBB. Customer satisfaction is very important to us and we appreciate the opportunity to address your concerns. We have reached out and resolved the concerns. Thank you.

11/29/2014 Problems with Product/Service | Read Complaint Details
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Complaint: ******** ******* lied about File number *********** Medical claim numbers things , ONE she was working with **** *********** . After my treatments were all done . She said , I was suppose to send all my medicals records to her that she were going to pay me and she were going to retrieve their money back from **** *********** ,. She and I had lots of conversation back and forward making excuses not to pay me , which the phone conversation needs to be investigated . Because I continue to be in excruciating pain and I didn't receive any money from Amica . 

Desired Settlement: I was mis-represented by these 3 companies , I need to completely compensated , they need to be investigated because I still in lots of persistent , excruciating pain from bodily injuries . 

Business Response: Thank you for posting to the BBB. Customer satisfaction is very important to us. As this is an open and active claim, if you have any questions please have your attorney contact us for clarification. Thank you.

11/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A person who was carrying AMICA insurance hit my car while backing off his car. It was clearly the other guys fault which was confirmed by a Cop who was called after the accident. I even have an eye witness who saw the whole incident and held the other guy responsible for the accident. After calling several times, AMICA send their appraiser after 2 days and has not provided me any rental car yet. AMICA's appraiser mentioned that my cars suspensions are damaged very badly and it is not safe to drive the Car. I told the same thing by calling AMICA and requested a rental car. AMICA is using excuses such as their investigation is not complete and delaying or denying the rental car.

Desired Settlement: My simple expectation from AMICA is to provide me a rental car as soon as possible and give me fair amount for the damages occurred to my car.

Business Response: Thank you for reaching out to us. Customer satisfaction is very important to us. We were able to reach our insured and all parties have been advised of the claim status and payments are being issued. If you have any additional questions, please feel free to contact us directly. Thank you.

10/1/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I was involved in a car accident which was ruled the other drivers fault. The other driver's insurance (Amica) provided a rental vehicle, but refused to pay for the entire time I had the rental. I kept the rental only as long as required to get a replacement vehicle.

Desired Settlement: Amica needs to reimburse me for the rental time they did not pay for, and which was charged to my credit card. I am not responsible to pay this amount.

Business Response: Thank you for reaching out to the BBB. We appreciate the opportunity to review your concerns as customer satisfaction is very important to us. We have reached out to the insured. This claim was an open and active claim, Mr. has been contacted and advised that the additional rental balance will be covered. Thank you

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.  Regards, ***** ******

9/15/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I have called and asked that Amica remove my name from their mailing list for car insurance. Since I have moved I am getting mail again from Amica for life insurance this time.

Desired Settlement: Remove my name from any and all mailing list from every kind of service that is offered. If it continues I will let my attorney handle this.

Business Response:

Thank you for submitting your concern through the BBB. Customer concerns are important to us and we appreciate the opportunity to address them. We have added your new address to the our do not mail list and apologize for any inconvenience. Thank you.

8/27/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I've made 5 phone calls to Amica to setup life insurance, each time getting a different answer on when I'd be covered. Two weeks ago I called Amica and said that my life insurance was lapsing soon, how long would it take Amica to provide me with insurance? I was told 4-6 weeks, but that you had an option for 'immediate' coverage which kicks in within a day. With this information, I elected to move forward with Amica (and did not pursue this coverage with anyone else). I called to setup insurance on Wednesday, Aug 21 with **** ******, who had given me some information on rates previously. **** and I played phone tag for more than a day, until we finally connected late Thursday afternoon. We agreed on coverage, a Docusign document was sent over to me around 6pm Thursday, I returned it within the hour and received "successful/confirmation" email soon thereafter. On Friday, **** was off, so I called the general phone line to confirm that I was fully covered. This call was made at 1:58pm. The person said yes, I was covered. She seemed a bit unsure, and since something like this is pretty important, I asked her to take a second look just to be sure; she confirmed that I was covered. On Saturday morning, I recalled the situation and just to be thorough, called in again. I spoke to a*****, who said, no, I'm definitely not covered, this will be handled starting early next week, and depending upon how things go (answers to medical questions, etc.), I could get coverage early next week. This obviously differed from the Friday person as well as the person ~2 weeks ago who mentioned this would be a next-day turnaround. I was pretty upset, let myself cool off, and then called back again. I reached ******** *****, who said something different: if I signed a credit card authorization right now, I would be covered starting right now, assuming there are no problems with the credit card when it is run on Monday. I filled out the form and received a success/confirmation email back. There was a checkbox on the form that Docusign did not let me check. I figured there must be a reason why...but as things with Amica were already starting to spin with different reps telling me different things, again to be thorough I decided to call back just in case there was some error here too. I left a message for ********, called back, spoke to ******* *********, who said the form was fine as is, but that my coverage would "likely" start on Monday depending upon how things go, a bit of hybrid answer as it shared bit of ******* and ********** opinions. ******** called back very quickly and assured me of her original view, that assuming the credit card goes thru OK on Monday - I see no reason why it shouldn't - then my coverage truly starts right now. I said thank you, but I'd like to provide a backup so that all this isn't resting on just one credit card (even if it was AmEx). I have a Visa which could also cover the charge, but ******** didn't recommend this route as she thought it would only add to the confusion. I offered that I've already given my bank acct info to Amica, so that's a backup source, but oddly ******** said Amica policy doesn't allow a bank account to act as a backup in case the credit card doesn't go through. I'm sure you're exhausted just reading this.

Desired Settlement: I would like Amica to comment on whether this is a normal occurrence with their reps. If it is, I'll still go ahead with the insurance but will obviously consider another carrier whose support is a bit more reliable. If it is not normal, could Amica possibly waive a month or 2 of my life insurance charges? 5 phone calls with 5 different answers isn't what I expected. Thank you for your consideration...and should I die over the weekend before the underwriters come in on Monday morning, please cover me, owing as much to my due diligence as anything else - and also contact my wife (who is out of the country right now) at ************ to let her know about this concern: I'm not sharing this Amica experience with her yet, b/c she wouldn't be able to sleep all weekend long until (and if) I get assurance on Monday that all is actually fine.

Business Response: Thank you for posting your concerns to the BBB website. We have reached out to the customer to address their concerns and confirmation has been emailed. Thank you.

Consumer Response: Dear BBB - FYI in your email it is not easy to distinguish which text is coming from you, and which from the company in question.  You might use background colors to differentiate, otherwise I bet you get a lot of people confused (as I was before studying it). thx **** Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, **** ***********

7/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was driving on the feeter road of the **** *** ******* *****, had come from a complete stop at the intersection of ******** **** accelerating to 40-45 mph to stop from being pulled over for not driving the speed limit as I had gotten to 30 mph the insured driver with Amica Mutual was speeding out of the parking lot of **** ***** did not stop as I had come past the entrance/exit to the store o on **** *** ******* ***** and hit the passenger front panel to the engine of my car and the hood crumbled back as if a 12 ounce can of Pepsi. At which time my car had come to a complete stop after I had somehow managed to pull off the street into a parking lot to a park

Desired Settlement: $12,000 $10,000 for the cost of replacing my car and the additional $2,000 for the inconvenience

Business Response: Based on our claims investigation, we are confident that we have handled this matter properly. If you have any questions, please contact our office directly. 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 # ********. Please add your rejection comments below. [I do not agree with the response or handling of the matter of my vehicle being totaled and the unbelievable deny ability that Amica Mutual Insurance has taken saying that I could not be paid by them for their "insured" client being at-fault and being able to drive off after I had to nearly threaten him to swap insurance information telling him I was going to call the cops as to where he would not have been able to drive off]    

Business Response: Based on the statements provide by both parties and circumstances of the claim, we are confident that we have handled this matter properly. If you have any questions, please contact our office directly. 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 # ********. Please add your rejection comments below.   

7/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am a *** ****** resident. Since March of 2014, I have been in ******* for business reasons with my *** ****** licensed vehicle. My auto insurance is with Amica and we had disagreement with repair issues. Here is the summary of the case: In April of 2014, my car got hit on the rear left side in a dark parking lot and the person who hit my car ran away. So, I called Amica insurance to file a claim and I was told that an appraiser will be inspecting my vehicle. They paid $1,274.95 to close this claim and my vehicle was repaired in the body shop. However, I started hearing noise in the back wheel when driving. So I went to the body shop and checked again to see if anything else is wrong. The body shop told me that the AXLE beam in the rear was bended due to the hit impact in the rear. So I contacted Amica insurance again regarding this matter. Amica insurance refuse to provide any additional payment to fix the car because they believed that the axle beam bended was not due to the previous accident happened in April. Also, Amica insurance told me that this AXLE beam bending was due to a previous claim filed in March. However, this March claim was regarding the front wheel got stuck with a metal sheet and they never sent out an appraiser to inspect my vehile even though I contacted them several times. Eventually, I had to pay out of my own packet. I believe the front wheel case has no affect on the AXLE beam in the rear.

Desired Settlement: I need to get my reimbursement on the money I paid out of my own packet for the repair.

Business Response: Thank you for submitting your feedback to the BBB. Customer satisfaction is very important to us and we appreciate the opportunity to discuss your concerns. Someone will be reaching out to you shortly in order to discuss your claim.

Thank you.

Consumer Response: Dear BBB Officer, This is *** **** who had filed a complaint against with the Amica insurance company and the Complaint # is ********. By today I have received the check from the Amica and this case should close.  I do thank you very much !!! *** **** 

7/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was in a vehicle accident where an individual, insured by Amica Insurance, was completely at fault. Nobody was injured, however my car was declared a total loss. An appraiser valued the damages to my vehicle in a very timely manner, however aside from that, it has been nothing but a bad experience from Amica. ********* ****** was assigned to my claim at Amica. I was provided a rental vehicle for less than one week and had to be responsible for extending the rental because ********* would not contact me regarding my claim. She continuously promised results in a designated time period and constantly did not follow through. As soon as I tried to contact her supervisor, she was spontaneously available. As of now, I am stuck without a vehicle with an unfair offer made from Amica that was not based off the model of my car, but a lesser model. When I tried to bring this to *********'s attention, she acted as if I was a nuisance, which is the way I have been treated throughout the entire experience.

Desired Settlement: I wanted attention brought to the horrible customer service I have experienced with ********* and would also like a second look at my claim. I would like this situation brought to the attention of the supervisor as I was not allowed the opportunity to do so myself. I have found multiple vehicles that match my car in its model, features, and year, which ********* claimed did not exist. I feel as if I have been wronged by Amica from the start, in a situation where I was comletely not at fault.

Business Response: Thank you for posting your concern. Customer satisfaction is very important to us and we appreciate the opportunity to discuss this with you. Your local office has been advised of these concerns and someone will be contacting you shortly. Thank you.

5/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The following items are not paid my Amica Insurance for the water damages claim dated August 1st 2013. When the upstairs bathroom flooded: 1) Cost of removal & replacement of toilet system (commode & tank) as assured & promised by Amica Representative Mr. **** *****, the plumber from *** Plumbing. Please refer to attached notes & copies of my certified letters supporting my unpaid claim of removal & replacement of toilet. 2) The cost of removal & replacement of kitchen bar (counter). The counter edge toward the dining room where the water was falling from upstairs bathroom was damaged: this damage was shown to Amica’s Manager & the counter edge toward the kitchen where the water was not falling was sound. Good and undamaged, this was also shown by me to Amica’s Manager & Adjuster. Please refer to my attached copies of my certified letters narrating detailed description of the said counters condition before the water damage. Supporting my unpaid claim of removal & replacement of the counter between the dining room and the kitchen. 3) Amica Representative plumber Mr. **** ***** of *** Plumbing damaged the dishwasher in my kitchen (whirlpool) by pushing the left bottom corner which was sticking out by about 2 inches and it was working fine before he moved it to where it levelled with the counter under my kitchen sink on the left hand side of my whirlpool dishwasher. It is unrepairable now. After what Mr. **** caused to my working dishwasher. He must have been licensed, bonded & insured. He had no business touching my working dishwasher. When the water damage incurred were from the bathroom upstairs & the dishwasher is located in my kitchen downstairs - please refer to my attached copies of my certified letters to Amica giving detailed description of the said dishwasher condition before & after Mr. **** damaged it, supporting my unpaid claim of removal & replacement of my dishwasher. 4) My heater unit is in my attic. The adjuster went upstairs above my second story condominium & about 3 days later plumber representing Amica from *** Plumbing went upstairs in my attic & went all the way in front of my heater where the controls are & tampered with them. I saw this, him doing so since I had followed him into the attic. Wondering why he (the plumber, Mr. **** *****) went upstairs to my attic, all the way to my heater - to the front of my heater, when damages were from flooding of my upstairs bathroom. My heater and condenser (the outside unit) were working before he caused damage to my brand new heater & condenser (the outside unit) and the heater up in the attic (name brand carrier). After he, Mr. *****, the Amica Plumber from *** Plumbing caused these damages, my heater is not working properly & my home is not heating evenly. Part of my home is very, very cold. And the condenser (the outside unit) is frosting badly since the damages caused by Mr. **** *****, to my heating system & the condenser. Please refer to my attached copies of my certified letters to Amica. Giving detailed description of my unpaid claim for my contractor to repair my heater to where it will work normally & properly - for my home to heat evenly & my condensor to not frost.

Desired Settlement: Reimbursement of $549 + Tax for removal & replacement of toilet (also broken tank lid). plus $450 + tax for removal & replacement of damaged kitchen counter. plus $699 + tax for removal & replacement of damaged dishwasher. plus $289 + tax for the cost to repair the heater-condenser damaged. Total Reimbursement $1,987.00 + tax 1) reimbursement of $549 + tax for removal & replacement of toilet (also broken tank lid - the water damage cause was changed 3 ½ months later to get out of the claim payment for toilet & the Perils insured against were deleted & replaced in the middle of the claimed damages). 2) Reimbursement of $450 + tax for removal & replacement of damaged kitchen counter. 3) Reimbursement of 699.00 + tax ($499.00 for the least expensive basic dishwasher plus $80.00 for delivery plus $120.00 for the installation -for the damaged dishwasher. 4) $289.00 + tax for repairing cost of the heater, condenser damaged-reimbursement of this. total reimbursement of $1,987.00 plus tax as explained.

Business Response: We believe our handling of the claim has been proper, payment has been issued for the damages and we are taking no further action at this time. We have reached out to the insured and if they have any new or additional information, we welcome them to contact us directly.

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 acknowledge with thanks the copy of my original complaint.  Please be advised that I disagree with the response from Amica.  I have submitted all details & necessary information with supporting documents from Amica to proceed forward toward a fair settlement of this case. This complaint is unresolved until Amica offers & considers the reimbursement to settle & complete this claim, without any further delay to keep the matter from any complications. Please refer to all my enclosures, mailed along with my "three pages" complaint. Your prompt attention and necessary action to collect what Amica owes me as explained in my complaint.   *Why did Mr. *****, the claims adjuster from Amica go to my attic above the second story of my condominium? And why did the plumber who was appointed by Amica went to my attic three days later, all the way to the front of my heater?  Why was the cause of loss as already confirmed by Amica in their letter dated October 18, 2013 to be from "overflow of clean water from the toilet"  To shower trims almost 4 months later?  Without any evidence? Thank you for your assistance in resolving this claim.  Please mail the reimbursement with an explanation from Amica and their response to me at my home address.  

Business Response: We believe our position regarding this matter is proper and has been fully set forth in detailed communications sent to our policyholder. We have invited our policyholder to discuss with us and to submit directly to us any new or additional information for our consideration.

5/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had Amica Homeowners and Auto Insurance (bundled) for years. I recently applied for an equity line of credit on my home, only to learn my homeowners insurance was cancelled in July, 2013. I was not notified of this and thought it must be a mistake. In calling the company, I learned they cancelled my homeowners because I have an underground tank (my oil furnace tank which is in regular use). Never was a word said about this and I had no idea I was without insurance for the better part of a year. I was horrified and was told there was nothing which could be done. I had to scramble to obtain new insurance so my loan could close. I was accepted by ******** Insurance but because there was a break in insurance, I am paying much more money for much less coverage. I was told that in a couple of years this could be adjusted. I subsequently cancelled my auto insurance (I was paying monthly from my bank account and was sure this was covering both policies). Of course, first, I obtained new insurance for my auto. I am stunned that this could happen. If I had had a loss during the period of no coverage, I would have been up a creek. And having to pay more because of Amica's failure to notify me of their action is totally unfair.

Desired Settlement: I would like Amica to pay for the greater cost to have the same, not less, coverage that I had with them. I had to settle for less coverage as I could not afford the same amount due to the high cost.

Business Response: Thank you for submitting your concern. Customer satisfaction is very important to us. Due to privacy concerns, we are unable to post a reply to this public forum. We have reached out to our customer directly in an attempt to address their submission.

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 claims that I was fully covered with homeowners insurance through 3/19/14. This is simply not true. I was at the end of a tricky home loan process when my bank officer at **** Bank (during the verification process) was informed by Amica that my homeowners was cancelled effective 7/13, causing me to scramble  under great stress so my loan could close timely.  During at least 3 calls to the company customer service, I was told my homeowners was cancelled 7/13 due to my underground oil furnace tank (standard in this area). I was never told of this cancellation, nor was my oil tank ever mentioned to me.  I was horrified that I had gone the better part of a year without coverage and had no clue.  I was paying through my online bank account for my "bundled" homeowners and auto insurance (I thought). An online insurance search site told me only 2 companies would consider me due to my "break in service". I went with ******** **** at a much greater cost for much less coverage. They said this could go down in a couple of years but when there is a "break",  this is standard.  I can hardly believe Amica would now blatantly claim there was never a break in coverage. Again, this is not true. I can provide the name and phone number of my **** Bank loan officer if needed. The Amica customer rep I spoke with multiple times (very nice and apologetic) should be on their records. I also cancelled my auto insurance and had to seek another company as I no longer trust Amica. 

Business Response: We would like the opportunity to discuss your concerns. We attempted to contact you on 5/2/14, 5/5/14 and 5/6/14. Please contact us directly if you would like to discuss this matter further. 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.

I have requested the business deal through the BBB as they are making false claims as I have stated before.  I do not trust or believe them at this point. They know I do not wish to deal with them directly and they keep calling me.     

5/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our 2008 ******** was in a collision that resulted in damages to a taxi ($9000) and ours ($2800 in just body, later estimates will be given once in shop). As we waited for nearly 2 weeks for Amica to send an adjustor, the truck sat in the drive way. Once they finally showed he did a quick 2 min inspection, I also told him the front end was now making some horrible noises that started right after the accident. He blew it off. After I received the estimate there was no indication that he even thought about the front end noises as all the repair work noted was to the body. Another thing is, the right front rim and tire were destroyed in the accident. He had only a new rim on the paperwork. NO TIRE! So after we wait another week for the check to come, my wife had to drive the truck to get our daughter to a very important doctors appt. This was the first time the truck was driven since the accident. During her drive the front end noises get worse and eventually the front left tire locks up completely due to the wheel bearing going horribly bad. The truck had NO problems before this accident. Truck gets towed to the dealership where we again wait on Amica. After a week of not hearing from anyone but the dealership, they call us and say they cant move forward until Amica gives them an answer on the suspension damage. They also told us Amica had claimed to have called us many times during the week and that they received no answer. When in fact Amica had never called us. Now the dealership says the body is completed and I call Amica to be inform that they will not cover the damages to the suspension. They said that the accident was to the right side and the suspension problem was on the left and the damages to the suspension was a pre existing condition. When I spoke to the dealership I asked them what Amica had said and they claimed that the adjuster said the damage was caused by another accident the year before to the left side. When in fact this accident was when my wife hit a curb and destroyed the RIGHT side wheel. When I asked the adjuster how he was able to determine it was a pre existing condition he gave me no answer except, " I am a mechanic by trade and there is no way an accident on the right cause damage to the suspension on the left and there was dust from the wheel bearing failure that was there for a period of time". Well of course there would be dust if the wheel bearing failed and destroyed the brake caliper while driving down the road at 65 MPH. After speaking with the very rude customer service rep from Amica and the very Ignorant "senior claims adjuster/mechanic/scam artist" we are forced to pay $1600 to fix damages caused by the current accident that Amica is trying to deny.

Desired Settlement: Amica should be covering the damages that were cause by the accident including the failure of the front left suspension components that were damaged after the 40 MPH collision.

Business Response: Cutomer satisfaction is important to us and we appreciate the opportunity to resolve this issue. Due to privacy concerns, we have contacted *** ****** directly and resolved his complaint.

5/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Remove from mailing list. I don't do business with solicitors. I received a solicitation mailed from "Amica Mutual Insurance Company, *** ******* ***** Way, *******, RI *****.

Desired Settlement: Stop contacting me in any way, shape or form. I don't do business with solicitors.

Business Response: Your request to be removed has been processed. Please be advised that due to the mail process schedule, it may take up to 8 weeks to be fully removed from the system. We apologize for any inconvenience.

4/8/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have asked the company to stop filling my mailbox with their garbage. They will not stop. They keep violating my space without my permission. They are trespassing but I cannot call the police.

Desired Settlement: They have wasted a LOT of my time removing their garbage from my mail as well as contacting them.

Business Response: We recieved Mr. *********'s request to be removed from all future mailings on March 13th as well as today's request. We have removed both addresses provided by Mr. *********. Please be advised it may take up to eight weeks to complete the removal process due to existing mailing schedules.

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. 

I will never purchase or advise others to purchase anything from Amica. Seriously it takes a complaint from the BBB to get me off your garbage list. You should have done it the first time I contacted you directly.

4/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I PUT IN A CLAIM AND GAVE THEM A STATEMENT WHEN ONE OF THEIR CUSTOMERS HIT MY VEHICLE. THEIR CUSTOMER ASKED ME IF IT WAS HER FAULT. I TOLD HER SHE WAS AT FAULT AND SHE HAD COME INTO MY LANE. SHE WAS IN A RUSH TO GET TO A DENTIST APPOINTMENT AND GAVE ME HER INSURANCE INFORMATION AND THAT TO CONTACT THEM AND THEY WOULD TAKE CARE OF THE DAMAGE. I WAS TOLD THAT **** ***** WAS TO BE THE CASE HANDLER. THE 3RD PARTY ADJUSTER CONTACTED ME WITHIN THE NEXT BUSINESS WEEK AND DID THE INITIAL QUOTE. ***** ******** CONTACTED ME AND REQUESTED A FACE TO FACE INTERVIEW TO BE RECORDED. I AM A SERVICE TECHNICIAN THAT TRAVELS DURING THE BUSINESS WEEK AND TOLD HIM UP FRONT. WE PLAYED PHONE TAG FOR TWO WEEKS EVEN THOUGH I REQUESTED A PHONE INTERVIEW AND STATED THAT I HAD ALREADY GIVEN A STATEMENT OVER THE PHONE WHEN THE INCIDENT OCCURRED. SO WE THEN SCHEDULE A TIME TO DO A RECORDED PHONE INTERVIEW. IT HAS NOW BEEN ALMOST A MONTH SINCE THE INCIDENT OCCURRED AND THIS COMPANY EXPECTS ME TO DRIVE MY VEHICLE IN THIS STATE, EVEN THOUGH I EXPLAINED TO *** ******** THAT I HAVE SOME DAMAGE THAT I INFORMED THE 3RD PARTY ADJUSTER ABOUT THAT HE WOULD NOT NOTE. SO AFTER I GAVE MY STATEMENT FOR A SECOND TIME TO THE SAME COMPANY IT TAKES THEM THREE WEEKS TELLING ME EACH WEEK THAT THE WILL HAVE A DECISION MONDAY OR NEXT FRIDAY. SO I CALL **** ***** TODAY AND LET HIM KNOW THAT IT HAS BEEN TOO LONG. MY TIRES ARE WEARING ABNORMALLY MY VEHICLE HAS RUST FROM EXPOSED METAL TO ELEMENTS. MY TRUCK NEEDS TO BE FIXED. I NEED TO KNOW WHAT TO DO NOW. HE THEN TELLS ME THAT HE HAS KNOWN ABOUT THIS AND THAT IT HAS BEEN CONSIDERABLE AMOUNT OF TIME. HE STATES HE WILL CALL ME BACK. AT THE END OF HIS BUSINESS DAY EASTERN TIME HE CALLS AND SAYS THAT THEY ARE NOT LIABLE TO PAY THIS CLAIM DUE TO HE SAID SHE SAID. MY VEHICLE IS NOT A PIECE OF JUNK AND I AM NOT TRYING TO HAVE SOMEONE ELSE FIX PRE EXISTING ISSUES. IT IS A 2 YEAR OLD TRUCK THAT HAD BEEN HIT BY A CUSTOMER OF AMICA. I AM A VICTIM AND I WILL BE GETTING MY INSURANCE COMPANY INVOLVED AT THIS POINT AND AN ATTORNEY. I AM A MIDDLE CLASS CITIZEN THAT IS SCARED TO DRIVE ON THE ROAD BECAUSE OF INSURANCE COMPANIES LIKE THIS ONE. I CAN NOT AFFORD TO DRIVE ON THE ROAD EVERY TIME I HAVE TO FIX MY VEHICLE BECAUSE AN AMICA CUSTOMER HITS MY VEHICLE. I WORK HARD FOR EVERYTHING THAT I OWN AND AS A SERVICE MANAGER FOR A SERVICE COMPANY I KNOW THE DIFFERENCE BETWEEN RIGHT AND WRONG. HOW AND NOT HOW TO DO BUSINESS. THIS MATTER WAS NOT IMPORTANT THE EMPLOYEES OF THIS COMPANY AND THEY LET ME KNOW THAT EVERY TIME I CONTACTED THEM. I HAVE CONTACTED THIS COMPANY EVERY WEEK FOR ALMOST TWO MONTHS. I HAVE A WIFE THAT NEEDS A DEPENDABLE VEHICLE. THAT IS NO CONCERN TO THIS ENTITY AT ALL. THIS MATTER HAS EFFECTED MY HOUSEHOLD BECAUSE MY WIFE HAS NOT BEEN ABLE TO WORK. WE HAVE BEEN FORCED BY THIS COMPANY TO BE BROUGHT DOWN TO A SINGLE INCOME.

Desired Settlement: 1. APOLOGY 2. SENSE OF URGENCY IN REOPENING THIS CASE. 3. COMPENSATION FOR DAMAGES. THE ORIGINAL ESTIMATE WAS ONLY FOR $1,300.00!

Business Response: This claim is still under investigation. We have been and will continue to be in contact with the claimant with our findings.

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.

 

 

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 ******** *********.

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.

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. 

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. 

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. ]

 

 

 

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.

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 ****** **** 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.

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.

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 ****/ ***** *** 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:   ******* 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
******************

12/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

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  

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*****

12/9/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had Amica auto insurance for many years until they sent me the letter of proposal of the new policy period starting Oct first 2013. I had policy # ******-**** and when I received that letter on the first week of Sept. 2013, I noticed that number went up too much, so I decided to shop around to see if that was normal. I found great deals with many other companies, but the one I liked most was with ******** saving over $300 and getting double the amounts Amica was giving me for years. So I decided to switch and I send Amica my written and signed notice to cancel my policy before the new period started, even though Amica has decided to use my credit card number that I trusted them with to place a charge of $743.64 on Oct 02, 2013. I called many times and spoke to many of their "rudest" CS reps trying to find out why I was charged that much after my relationship with Amica has ended. I wasted hours and on hold and verifying my personal info. I spoke to Hugo on 10/15/2013 at 3:15PM who informed me that Amica sent me a check on 10/02/2013 that was after long argument during which I told him my intention to file a complaint with BBB against Amica and his response was "Do whatever you want to do". I also spoke to Cony on 10/23/2013 at 2:51PM told her that I never received anything she said she sent me another check and told me to wait another 14 business days to recive the money. I asked her to refund the money back to my credit card and she said "It's against out policy"

Desired Settlement: Pay back what you charged my credit card with. And I expect an apology for what happened to me. Teach you employees the basics of customer service.

Business Response:

Good afternoon ****** thank you for forwarding me this letter of complaint. I have spoken with Mr. **** ****** and we have resolved his complaint to his satisfaction. Please let me know if you need anything further.

 

Sincerely,

*******

 

******* ******* | Sales and Client Services Manager


Amica Mutual Insurance Company | Phoenix Regional Office
***** ***** **** ****** * ***** *** | Phoenix, AZ | 85029-3455

Mailing: PO Box **** | Providence, RI | 02940
Voice: ###-###-#### | Fax: ###-###-####

****************** | Amica.com

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 does satisfy my issues and/or concerns in reference to complaint #*******. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

Regards,
***** ******

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.

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. 

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”

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, **** *******


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Customer Reviews Summary

61 Customer Reviews on Amica Mutual Insurance Company
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