ComplaintsforMercury Insurance Group

• Initial Complaint

  12/29/2022

  Complaint Type:

  Advertising/Sales Issues

  Status:

  Answered

  More info

  PRICE GOUGING! I was recently laid off and also in the process of switching banks so I missed a payment. When I noticed ************************************************************************************************************************************* have to start from scratch. Well I went to open a new policy with all the same coverage and they immensely increased my premium and refuse to lower it and honor my previous premium.

  Business response

  12/30/2022

  The renewal payment that was due by 12/17/22 was returned unpaid by the bank and we were notified of this return payment on 12/23/22. At this point, the policy had expired and we do not accept payments on any policy that has had a lapse in coverage. It is best for the policy to be rewritten under our New Business guidelines to make sure that the customer is meeting our Underwriting standards and that we are getting the most accurate information possible in regard to the customer's policy. We apologize for any inconvenience this has caused.

  Customer response

  12/30/2022

  The response does not explain why they are price gouging the premium. They have raised the premium by hundreds of dollars for a new policy with all the same coverage.

  Business response

  01/03/2023

  If the premium differs from the original renewal offer to the customer, it can be due to the quote for the new policy having different information such as annual mileage or the new policy may have possibly been quoted without a discount that the previous policy was receiving. The customer can ask their agent to compare the rating on the prior policy to the new application they are quoting for the customer. It appears that the customer has reached out to a different agent for the new policy as the prior agent, *********** Insurance Agency has no record of the customer calling in for a new quote.

• Initial Complaint

  12/29/2022

  Complaint Type:

  Problems with Product/Service

  Status:

  Answered

  More info

  I drove through a deep water during a storm back in November 2022 and lost all front headlights. Mercury sent me to 3 different places for inspections and each time I was told that I had water damage. Mercury adjuster said that if I could prove that the loss was due to water damage then they would repair. I took my car to local ******** dealer in ************ on ****************** and the adviser confirmed that it was water damage. Mercury adjuster then used a different reason for not repairing because my car was missing a piece of plastic under the car (When I bought the car I did not know it was missing). Mercury adjuster then used another reason that because of poor maintenance (I mean my car is old and I try to keep it up the best I could). I filed the claim since November 7, 2022 and until now I don't have a car to drive, but nobody at Mercury has ever offered me any car rental. I included the invoice and the dealer adviser clearly stated that the headlights need to be replaced due to water damage.

  Business response

  01/05/2023

  Our investigation determined that the damages claimed were not the result of a covered
  Comprehensive loss. The damage has occurred overtime and due to poor prior repairs. The right
  headlamp is broken and the damage is not in line with a flood loss. The left headlamp has evidence of
  poor prior repairs, the light has been glued and the seal is no longer waterproof allowing water to seep
  into the headlamp. The engine shield is missing and has allowed water to enter the engine bay and
  caused the headlamp connector to corrode overtime. These issues have occurred overtime and faulty
  workmanship.
  Please refer to Part III Physical Damage Exclusion (d) which states:
  Exclusions: This policy does not apply under Part III:
  (d) to wear and tear, ******************** or electrical breakdown or failure, unless such damage
  results from a theft covered by this policy, nor to faulty workmanship by the insured or a facility chosen
  by the insured; 

  Customer response

  01/06/2023

  Mercury has advised me that if I could prove that headlights become un-operative due to water and I did.  **************************** and *************** stated that the headlights got damaged due to flood water that I drove through.  Mercury then used another excuse by saying that because of poor maintenance and missing parts; however, I have been driving this car since 2016/2017 and never noticed the engine compartment was missing; I have never noticed that the light housing was not water tight/ water sealed.  I am not a mechanic, but I do all car maintenance myself the best I can, and never paid attention to the lights are not water sealed, or a piece of plastic under the car was missing.

  Why didn't Mercury do the inspection when I purchased the auto policy and if they did they could have made notes and let me know.  They are a large corporation and trying to get away.  After 7 weeks long they come up with different excuses one after another.  All these excuses or finding that Mercury is using, none of that is my fault and their supervisor has acknowledged that.  Their supervisor has acknowledged that the headlights got water residues.  Their supervisor has acknowledged that I have been driving this car not knowing that parts that they listed were missing until this incident happened.

  This is a perfect example of bad faith practice and mistreating the consumer.  As a consumer, What is my right in this case?  As a consumer, How do I make my voice heard?  I am in a tough luck, bad situation.  I have been paying full coverage to provide good protection for my car and other drivers property, but now Mercury won't accept the fact that they have to fix my car.

  Please tell me where I can seek help.  Please help..!!

  Business response

  01/10/2023

  After the inspection and diagnosis of Mr. *** 2015 ******** **** E350, it was determined that the headlamps and associated problems are related to seepage of water that caused an electrical failure because of corrosion that was able to develop over time due to poor prior repairs. Although ********** is correct that the damage is due to water seeping into his headlamp and associated components,it is obvious that this condition has been occurring over a long period of time and is not a result of his recent loss. This was determined by the amount of visible corrosion present in the wiring harness connectors as well as photos from a prior inspection in 2019 for an unrelated claim which showed that poor prior repairs were present at that time. When Mr. ** was advised of the condition of his vehicle as it relates to the prior damage and poor repairs, he advised that he bought the vehicle this way and was unaware. Unfortunately, *********** auto policy specifically excludes electrical failure unless the damage is a result of a theft covered by his policy and excludes seepage of water as well. This is outlined in his auto policy under part 3-Physical Damage-Exclusion D which states to wear and tear,******************** or electrical breakdown or failure, unless such damage results from a theft covered by this policy, nor to faulty workmanship by the insured or a facility chosen by the insured; as well as part 3-Physical Damage-Exclusion N which states to loss resulting from lack of lubricant,or coolant or loss resulting from seepage of water.
  

• Initial Complaint

  12/28/2022

  Complaint Type:

  Problems with Product/Service

  Status:

  Answered

  More info

  On October 11, 2022 we had toilets overflow onto our living space and walls, I called a plumber and I followed up to get in contact with a mitigation company to clean out the mess due to overflown toilets. I contacted my home owner insurance Mercury Insurance Group and were assigned ***************************** as our adjuster,Claim #****-00003323. It all started slow and extremely sluggish. ***************************** was extremely difficult to get a hold of from the start. We would try to contact ******* via email/phone and we wouldn't get a response till 5-6 days later. This is unacceptable!, I have 4 kids, one of them which is a newborn. Also have a domestic partner that suffers of post partum depression due to pregnancy and were are trying to manage. Due to lack of sense of urgency from ******* and Mercury Insurance, our living situation literally came down to a few hours to spare before Mercury found us a place to stay. That is very irresponsible and immoral on *******'s part. The stress level was though the roof for us. Mitigation company was done within a few weeks of initial flood, fast forward to now December 28 2022, we have been at a standstill for over a month and half with nothing done on the build back process of my home due to ******* rejecting 2 different contractor estimates because according to her its not "in the scope of work". To get some progress going I agreed to have the insurance company's contractor come on Monday December 19, 2022 and have a look for themselves to ***** the damage and submit a estimate, I requested a copy of the estimate for my records, Today is December 28, 2022 and I have yet to hear from ******* or their contractor. I called ***** *********** LLC yesterday, when asked why I hadn't received the estimate, they stated because they were still in talks with ******* to work something out and they did not want to be mislead by the estimate. My contractors had no issue sending both parties their estimate. Where is the transparency?

  Business response

  01/04/2023

  We have received the complaint from our customer and have discussed the review process. Initial payment for repairs along with payment for mitigation performed have both been issued to the insured. The insured's contractor provided an un-itemized estimate which we were unable to justify and were non-responsive to our requests for documentation to support the estimated amount. We have since contacted J&J Construction to provide an estimate for the covered repairs. We received an estimate from J&J Construction with an error in a line item listing the square footage as approximately ****** rather than *****. We have requested the appropriate revisions be made to the estimate and are pending receipt/review of the revised estimate. The insured has been advised he is not required to use J&J Construction for the repairs.

  Customer response

  01/05/2023

   It is understandable that its a process. Having said this, it is unacceptable to not receive a response in a timely manner.  My young kids are home sick and they want to get back to their comfort zone asap, and while all this has been going on my build back process has been at a stand still for almost 2 months, that's unacceptable.  The lack of sense of urgency is inexcusable and is causing unwanted stress and hardship.  I hope we start the build back repairs on my home asap and not waste any more time.

  Business response

  01/11/2023

  We spoke with ******************* on January 6, 2022 and advised a supplement payment was issued in the amount of $12,676.78.  It is our understanding that repairs are in progress and scheduled to be completed by February 9, 2022.  Branch Manager ***************** left a voicemail with ******************** on January 11, 2022 requesting a return call to discuss any additional concerns.  

• Initial Complaint

  12/27/2022

  Complaint Type:

  Advertising/Sales Issues

  Status:

  Answered

  More info

  My auto bill is paid in full at once every year. I sold house and moved 5 mins ** road and they sent me a bill for $ 16 saying policy change. That is ridiculous. Company refuses to take off the charge.

  Business response

  12/28/2022

  We are sorry to hear about ********************** frustrating experience; however, insurance is zip code specific - so moving from one zip code to another can cause your premium to change. Especially if you move into an area with a higher risk exposure because there are new factors of risk your insurance company has to compensate for. 

  Customer response

  01/11/2023

  Reopen the case.  The account was paid in full when it came due.. Now months later since moving locations, 5 mins up the road they want to send a new bill out for $ 16 because of a change in zipcode.  My account was paid in full.. they shouldnt send a seperate bill for that, thats ridiculous.  

  Business response

  01/11/2023

  If a change is made mid-term on a policy and it changes the rating information, a bill is sent regardless of whether or not the policy is paid in full and we are unable to waive this charge as we must properly rate the policy based on the expected exposure.

  Customer response

  01/12/2023

  I still disagree that since it is paid in full.. They shouldnt resend another bill adding more to it. 

   

• Initial Complaint

  12/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 12/10/22 during a strong wind event and rain storm a leak developed on my roof. A contractor was called out to look at the damage and discovered that a number of shingles had been blown off by the storm. I informed my insurance company Mercury who accepted the claim. I had the shingles replaced however Mercury denied the claim for roof damage due to "wear and tear". Nothing else on the roof was blown off, it was clearly a result of the storm.

  Business response

  12/30/2022

  The insured reported a roof leak causing damage to the interior of the home. The water damage to the interior of the home was covered. The roof was inspected and the damages reviewed by a roofer. The roofer indicated that the roofing damage is a long-term issue pointing out that oxidation of the wood in the area of missing shingles indicate the shingles were removed over a longer period of time. 

  The documentation does support a partial denial of the roofing repair. 
  

  We have advised the insured that if he or his contractor have additional documentation they want us to consider to please forward it for our review. 
  

  Customer response

  12/30/2022

  What is failed to be taken in account is that in ********** it does not rain daily, weekly, or even monthly, only during a certain period in the year can this leak be detected.  Of course the spot was subject to oxidation, this is completely logical!  Shingles clearly blew off in an earlier storm.  Oddly these were the only ones damaged, no other damage found by the roofer.  Its not a general issue with the roof!

   

  Business response

  01/04/2023

  Our evaluation of the claim included coverage for the resulting water damage from the roof leak. 

  The inspection and documentation did not reveal storm damage to the roof related to the December storm. The estimate included multiple maintenance items and the underlayment to the roofing material is weathered to the extent that it indicates the shingles had not been in place for a long period of time. 

  The policy provided coverage for the water damages caused by the leak in the roof. The claim does not provide coverage for the maintenance or preexisting damage present prior to the December storm. 

  If you believe the damage to the roof was the result of an earlier storm it will be necessary for you to submit a separate claim to review that damage based on the date that it occurred. 

  Should you wish to pursue a claim for the roof please contact our offices to report a claim for that damage. 

  We appreciate the opportunity to explain our position in more detail. 
  

  Customer response

  01/06/2023

  Unfortunately the business is asking the impossible of me in their attempt to not cover my roof.

  They want me to resubmit my claim as to when some storm actually damaged my roof when it is impossible to tell this.  The only way I found out it was damaged was during the rain storm which resulted in the water leakage, the root cause was a series of missing shingles on the roof damaged from some earlier storm.  How on Earth can that be found out?  This is **********, we have a rain season, its not all year! 

  For the record I will not ever accept anything except coverage of the repair of the clearly damaged section of roof related to storm damage from an unknown date.  Clearly not an insurance company that stands behind its coverage and would rather repair water damage than fix the root cause of an issue.  

   

• Initial Complaint

  12/16/2022

  Complaint Type:

  Problems with Product/Service

  Status:

  Resolved

  More info

  In July 2022, my car was hit from behind by Mercury Insurance policy holder.Mercury Insurance said they were going to fix all the damage caused to my vehicle at their shop.They had my car for over a month before letting me know that there was too much damage and they declared my car as totaled. They were going to pay me what my cars worth.Well on December 5, 2022 the claims Adjuster for Mercury told me everything was approved and he could issue payment. He never called me again and I have been trying to reach him for two weeks. *** asked for his Supervisor to call me several times and I never received a call.Finally on December 15, 2022 I received a call from the claim adjuster saying that everything was approved and he would issue a payment.He was supposed to send me a link to my email for a direct deposit payment but never did.Today is December 16, 2022 and I called Mercury about my payment and they said the claim adjuster was no longer working at Mercury and I would have to wait for my claim to be reassigned.Now I have called the Supervisor several times over the past two weeks and never received a returned call.This accident happened in July and Im without a car and without payment for my car.The Supervisor still hasnt called **** want my this issue resolved and I want my payment for my vehicle that was totaled immediately.

  Business response

  12/23/2022

  Response attached 
  

  Customer response

  12/23/2022

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

• Initial Complaint

  12/14/2022

  Complaint Type:

  Problems with Product/Service

  Status:

  Resolved

  More info

  I filed a claim on 11/7/2022 (Claim Number CAPA-********) to inform Mercury regarding a loss to my car due to water damage. It's been over a month, they are still dragging their feet. I don't have a car to drive and have to borrow from my in-laws. They had me take my car to three different repair shops and one local ******** dealer. I spoke to each mechanic personally and they told me that my car has water damage. I lost all headlights driving to work, going through high water on freeway during a stormy morning recently in ************ area. Mercury adjusters requested me to have my car scanned by a dealer, but I had to pay out of my pocket first. I have to prove to them that the scan result must shows that the loss of front lights were water damage. Again, the service technician at local ******** dealer told me that my car has water damage and he needs to do an extensive inspection to check electrical system...As of this complaint, my car is still parked at home. What is my legal right to make Mercury to pay for my damage. I just want Mercury to quickly fix my car Thank you for your help

  Business response

  12/16/2022

  We are communicating with Mr. ** and have advised him that in order to move forward with his claim a diagnosis must be completed at the dealership to confirm the cause of the damage.  We have agreed to pay for a portion of the diagnosis fee.
  

  Customer response

  12/16/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me as the business agreed that I will have to pay $300 max.  The business will pay the rest.  The business also agreed that I will submit my receipt for reimbursement.  As of right now I request to keep this complaint active since my car is not fixed by the business yet.  Diagnosis is only the first step.
  
  Regards,
  
  **********
  
   
  

• Initial Complaint

  12/08/2022

  Complaint Type:

  Problems with Product/Service

  Status:

  Answered

  More info

  I filed a claim #CAPA ******** on 11/29/2022 @ 11:49 am with mercury auto insurance because my car was involved in a collision parked outside our house. I was assigned a claim specialist *****************************. i was told i would hear from her in 24 hours. I did not hear from her until 48 hours later, meanwhile i have a vehicle that needs to be estimated and repaired. I have left numerous messages and emails, and i have yet to hear from ******** to address my needs, so i must pay for the repairs and request reimbursement. I am supposed to get towing, rental car and everything taken care of through my insurance. It is now over a week out and i have still not heard anything.

  Business response

  12/09/2022

  Dear Ysidro:

  I reviewed your claim file in its entirety and noted that your reported that your 2010 GMC was struck while it was parked on 11/29/22.  The adjuster, ******** received the claim on 11/30/22 and contacted you on 12/1/22.  She confirmed the facts of the loss with you as well as went over the coverages available to you on your policy.  At that point, we usually set up a vehicle inspection on your GMC but you had told her that you would call back with the name of the shop you wanted to take it to. A week later, you called and gave her the body shop information and she set up an inspection.   

  I apologize if you could not get through to her over that week.  Our call volume is very high right now and the adjusters try and return all calls in a timely manner.   If you have any further issues with your claim or have any other questions, please do not hesitate to call me at *******************.

   

  Thank you.  *************************, Claims Manager

   

   

   

• Initial Complaint

  12/01/2022

  Complaint Type:

  Problems with Product/Service

  Status:

  Answered

  More info

  Rental Car # 6T9OVQ- Enterprise Rental Car. $561.47 has not been reimbursed by *****. Sent to ************************* from Mercury Insurance on 8/08/22. ***************************/Senior Claims Specialist on 6/23/22 confirmed ***** accepted responsibility and that they would pay for rental reimbursement. *****************************/Subrogation Specialist Branch #** South Subrogation. She stepped in on 9/01/22 to follow up. Neither were able to get anything resolved. Very disappointed in ******* mainly because her job is to take care of it, neither did. I sent a demand letter on 11/04 with no response. I faxed it to them at the direction of *************************** and ***************** from ***************** See below. November 04, 2022 Demand from Geico Dear ***** I am sending this letter to demand that ***** reimburse me for $561.47 of additional car rental that *************************** from Mercury sent to Geico for reimbursement. Everyone knows there are supply issues and everyone is behind and more time in the rental cars was and is necessary. ***************************** the Subrogation Specialist 1 has been requesting reimbursement as well with no response according to her. ***** accepted full responsibility for the accident and part of that full responsibility is to pay this reimbursement based on the terms below.1.Based on policyholder limits, Geico is responsible for All costs for All losses. 2.I need a reply within 2 weeks (Ten days).3.Gieco confirmed 100% acceptance of loss on 6/23/2022. See below 4.Thu, Jun 23, 9:06 AM Good Morning, Here is the email I sent yesterday. I found this email in another claim.I was able to speak with someone with Geico this morning. They are accepting liability for the accident. Your deductible is waived. I let the shop know. *************************** 5.Due to the Supply Chain issues, all body shops are falling behind schedule and that is the reason for the excess cost of the rental car. That exceeded the original amount quoted and was beyond the 30 days.

  Business response

  12/06/2022

  Dear ******************,
  I have reviewed your complaint and the request for reimbursement.  We have paid out the full daily benefits afforded by your Rental Car Benefits policy with us.  As you know, we have also forwarded on your out of pocket expenses to the responsible carrier GEICO for their review and response, though they have unfortunately denied a significant portion of the rental. While we disagree with their denial, we do not have the legal authority to pursue your out of pocket damages directly, only those damages which we have paid ourselves.  As such, we are unable to reimburse your out of pocket expenses and you must pursue them through the responsible carrier.  Any assistance we can provide we would certainly be happy to do so, but we dont have the legal authority to pursue your damages directly unfortunately.
  ***************************

• Initial Complaint

  12/01/2022

  Complaint Type:

  Problems with Product/Service

  Status:

  Answered

  More info

  A automotive claim was filed 09/07/22 for a hit and run. My vehicle was taken into a Mercury body shop on 09/15/22 and I was told my estimated date of completion would be 09/26/22. My car is still sitting at the body shop because they have not been able to locate a sensor needed to complete the repair. I have been left without a vehicle since then and was told there have been cars sitting in the shop waiting for the same sensor for years. The sensor was said to arrive 11/26/22 and my new estimated completion date was 12/06/22. I was told by the body shop that the part did not arrive and that my car would most likely be sitting there for longer. I asked if I could drive my car without the sensor and was told no as it would be a liability. I was willing to sign any waiver to receive my car and was told no. It is very difficult to get in touch with the adjuster at mercury as I have left various emails, voicemails, and calls and she never responds. I asked for a solution to my problem and was told they cant do anything for me. My adjuster ******* said item only thing I could do was sit and I was also told Id have to pay out of pocket for a rental for the entire time the car would be sitting. I asked if I could consider my car totaled and was told no because the car is complete yet the sensor is still missing. I can not afford to pay for a rental for that amount of time and I have no way of getting to school or work. I am still making payments for my vehicle and car insurance. I asked the adjuster if I am the owner of the car why dont I have no say in what I can do with my car? The adjuster responded with because ***** said its not safe to be on the road but I was not given a solution other than paying months of a rental car. I am asking for the insurance to provide me with a rental for the time my car is at the shop.

  Business response

  12/08/2022

  Good afternoon ********************, 

  This will confirm your complaint filed with the Better Business Bureau. As you have noted there is a supply issue involving your car regarding a sensor. This sensor was not received by the body shop when originally ordered and is currently on back order. While you have requested the vehicle to be returned without being repaired, as previously advised the missing sensor poses a safety issue with driving of the vehicle. However, we are currently working on your request and will need a release of liability since you have been advised it is unsafe to drive the vehicle in its current condition. You also discussed a rental car. Unfortunately, your policy does not have any rental car coverage, therefore we are unable to cover a rental for this loss.

  Please note that PART IIIPHYSICAL DAMAGE, Condition 5 of your policy states:

  
  5. Payment for Loss; Action Against CompanyCoverages D, E and L: Payment for loss may not be required nor shall action lie against the company unless, as a condition precedent thereto, the named insured shall have fully complied with all the terms of this policy nor until thirty days after proof of loss is filed and the amount of loss is determined as provided in this policy. No suit or action on this policy shall be sustainable in any court of law or equity unless commenced within twelve (12) months following the loss.
  
  
  If you believe all or part of your claim has been wrongfully denied or rejected,you may have this matter reviewed by the ********** Department of Insurance,Consumer ****************** ************************************************************************************************, 1-800-927-HELP (****) or ************ (Out of State).

   

  Should you have any questions, or wish to discuss this matter, please contact me at your convenience. 

   

  Sincerely, 

  Mercury Insurance Company

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

  Claims Department

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

   

   

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