Complaints

This profile includes complaints for Mercury Insurance Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mercury Insurance Group

  1700 Greenbriar Ln Brea, CA 92821

• 

  Mercury Insurance Group

  3227 E. Bell Road #D252 Phoenix, AZ 85032

• 

  Mercury Insurance Group

  8825 Aero Dr San Diego, CA 92123

• 

  Mercury Insurance Group

  P O Box 31476 Tampa, FL 33631

• 

  Mercury Insurance Group

  200 Somerset Corporate Boulevard Bridgewater, NJ 08807

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/29/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  8/22/22 I've been a paying policy holder for 10 years with 3 (at times 4 separate policies) and this is my first experience filing a claim for ANYTHING. This claim relates to a homeowners insurance claim. I believe that the company did absolutely nothing to help me. They did not do a thorough investigation into our situation and made decisions based off of assumptions, not facts. A simple ****** search can refute their stance. I also feel that they didn't take any common-sense accommodations into consideration. I followed through with everything I was supposed to do on my end. I even had an investigation done. The company outright denied coverage calling my situation a "long-term" condition. They determine long-term as 2 weeks. It was a sudden and urgent matter for me. I acted as soon as I was made aware of the situation. Expert opinion stated that they believe it was a recent event and that there was absolutely no way for me to know that the leak was happening. They did not listen to the expert opinion, they just made assumptions. They even denied the enhanced coverage that I pay extra for! My young family has been completely displaced and I feel that the insurance company acted fraudulently and lazily.

  Business Response

  Date: 09/02/2022

  Thank you for sharing your concerns regarding your claim experience. You reported your claim for water damage caused by a clogged air conditioner condensation line. We reviewed the reports from *************************************., the company hired to repair your air conditioning system, and Restoration 1, the water damage remediation company hired to address the elevated moisture in the affected materials of your home. Restoration 1's report includes images of all affected surfaces and materials in your home. Their report confirms the presence of water damage to your subfloor, visible from within the crawlspace,and the finished surfaces of your HVAC closet and bedroom closet. You have attached their mold remediation estimate to this complaint.
  
  The subfloor and floor joists under the source of the leak show signs of deterioration and rot. The metal plumbing components have rust and corrosion.The affected finished surfaces inside your house exhibit darkening, staining,deterioration, and microbial growth. The damages to your home are consistent with those caused by the long-term presence of moisture.
  
  As explained in our August 26, 2022 email to you, your policy does not insure for loss caused by deterioration, mold, rot, corrosion, rust, constant or repeated seepage or leakage of water or steam, or the presence of humidity,moisture or vapor, that occurs over a period of 14 days or more. Your policy also excludes coverage for the plumbing system or appliance from which the water escaped. We must therefore reiterate our denial of your claim in full.
  
  While we regret your disappointment over the lack of coverage for your claim,we respectfully disagree with your allegations of improper claim handling and fraud. 
  
  We will always fully consider any new information you may have pertaining to this loss. If you have any additional relevant information not previously shared with us, please contact Property Claims Specialist ***************** at ************ at any time.

• Initial Complaint

  Date:08/26/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was rear ended by a mercury insurance policy holder. I immediately same day filed a claim. He ended up doing the same. *** called his insurance, mercury, same day, the following day, and three days later to never get a callback from the company. *** contacted the person who rear-ended me, and he said his car is already in shop Which is pretty upsetting since he is the one that destroyed my car. Finally the adjuster calls me back on Friday, 5 days later and three call/voicemails later and she says the only reason she has not followed up with my phone calls and voicemails is because I left the wrong claim number. And thats pretty disturbing since she had my phone number, all she had to do is get all the information by simply calling me, or contacting the insurance holder who run into my car. When I tried to tell her all the options she had to call me back, she would talk over me and tell me that if I continue saying anything about her not calling me back Im going to have to go through my insurance and file with my insurance. To which I said absolutely not, they are liable and she shouldve just had called me (aka doing her job responsibly) as she had many ways of reaching out and collecting all info she needed. At that point this Mercury agent became very rude and insisted on me just simply disregarding her negligence to follow or else Im on my own. And she hangs up. And thats where its not ok.

  Business Response

  Date: 09/01/2022

  Our records reflect that on the date of loss, 8/22/22 @ 11:17am, the Adjuster left a message for *******************  On 8/22/22 at 5:08pm ****************** left a message for the Adjuster.  The call was returned on 8/23/22 @ 7:30am.  Our file reflects ****************** was using profanity and not behaving appropriately which resulted in the call being terminated.  The file has been transferred to another Adjuster and a vehicle inspection was set for 8/29/22.  However, the vehicle was not present when our appraiser arrived at Ms. ********* shop of choice.  ****************** was contacted and new inspection has been set.  We kindly ask that ****************** conduct herself in a professional manner when interacting with a Mercury Representative and she can expect the same in return from us.  Our goal is to resolve claims as quickly as possible and hopefully there will be no further issues.  

• Initial Complaint

  Date:08/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My insurance company Mercury Insurance Orion indignity has not honored my insurance policy I have full coverage insurance uninsured motorist Hit and Run insurance. I have three claims with ***** indignity formerly known as Acceptance Insurance on November 5th 2020 I was involved in a hit and run accident I did all the proper things I stayed at scene of the crime I called the police I made a police report my police report came back me not at fault no fault of my own I went to the emergency room saw a doctor for whiplash I got a lawyer and saw a chiropractor submitted all the bills to my insurance company so they can make plans for a settlement they have yet to settle that claim and out of the bills that I submitted they can only find the ** visit where they claim the visit was $5.50 for the visit. On or around July 12th 2021 my that was broken into and vandalized the van was entered through the driver side door where they busted key lock to enter the vehicle when inside they damage the ignition trying to steal the vehicle immobilizing it where my key would not work in the ignition they tore up the armrest they broke the glove compartment they crack my windshield they broke my cage to separating the front from the back of the van they also damaged my sliding side door there was a full investigation launched into this claim there was a deposition done to determine this claim and after rudely going through a deposition on a day my dad died they came back with the findings of dismissing my claim for there not being over $50 worth of damage and since then I've been trying to appeal with no success. Then on or around July 22nd 2021 my van was stolen less than a week and a half later it was recovered when it was recovered I was called by my insurance company to go to the towing yard and assess the damage I got to the tow yard I assist the damage on the outside and inside the inside I noticed a lot of my valuables were still with my van so I asked when can I retrieve my valuables they said some other day because they were closing and rushed me out of there from there nothing was done my van was totaled out without telling me a reason I was never called to come retrieve the valuables from the inside of my vehicle as well as having everything needed to settle my claim my claim is not settled to this day they have possession of my totaled out van for over a year and a half and have not paid me for it basically they're stealing from me I no longer want to do business with them I do not trust them and I want this resolved I want to stop doing business with them and find a new insurance company I don't trust him to insure my vehicle and want this business between us to come to the conclusion so I can dissolve my business ***** indignity and cancel my policy

  Business Response

  Date: 08/22/2022

  In response to ******************** complaint, we have had a chance to review the claims and have noted the following having occurred:
  
  The loss that occurred on 10/19/2020 was resolved with ****************** vehicle was deemed to be a total loss as a result of this loss. All total loss documents were signed by **************** and the total loss payment was issued to **************** on 12/6/2020 under the Comprehensive portion of his policy.
  
  ****************** vehicle estimate was completed on 4/29/2021 for the loss that occurred on 4/8/2021. The payment was issued under the Comprehensive portion of his policy based on the completed estimate minus the policy deductible to **************** on 6/23/2021.
  
  The claims for the losses that occurred on 11/05/2020 and 6/6/2021 remain open with our insureds Uninsured MotoristsBodily claims pending. Our files indicate that **************** is no longer represented by an attorney for this loss. We have made multiple calls and sent correspondence to **************** regarding the injury claims. To date, we have not received response. We continue to follow up with **************** for all medical bills and records needed to properly evaluate his two injury claims.
  
  Finally, the claim for the date of loss 7/19/2021 was fully investigated. It was determined based on ****************** sworn testimony that the loss related vehicle damages were to the left front door regulator handle. All other damages reported were pre-existing prior to the date of loss.  This claim was closed due to the loss related damages of $32.52 being below our insureds $500 Comprehensive deductible.
  
  Should you have any further questions,please dont hesitate to contact us.
  
  Sincerely,
  
  Orion Indemnity Company

• Initial Complaint

  Date:08/17/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mercury insurance delayed appraising my vehicle, did not cover all damage, delayed payment to me to cover the little damage they agreed upon and funds that were not unauthorized was taken from my account and they dropped me from my plan. They legally stole money from me and when it was time to make a claim , they didnt want to pay. I was paying for insurance that did not cover my damages and expenses ( no fault of my own)and they tried to angle their position as if they are doing me a favor. I paid for these services/ coverage and they failed to provide. I feel like a victim of their scam.

  Business Response

  Date: 08/23/2022

  Our estimate of repairs included all known comprehensive related damages related to the vandalism loss.  It is our understanding that all loss related damages were addressed.  During our inspection we noted unrelated collision damage to the rear bumper and right quarter panel.  Should you have any other damage related questions, or if you have received any additional information that you would like us to review regarding this matter, please contact our Material Damage supervisor assigned to this loss,************************************* at *************.  She will be more than glad to discuss this matter with you.
  
  Rental car expenses, we paid the maximum allowed on your policy.  $30 a day maximum of 30 days.  Total of $900.00 even though the repairs should only have taken a few days.  Several attempts were made to get in touch with the repair shop to validate repair time and issue payment to them however the shop was unresponsive.
  
  In regards to your insurance payment, ***************** had a signed agreement with us for her monthly payments to be automatically debited from her account. Her July payment was returned unpaid by the bank on 7/22/22 and a cancellation notice for nonpayment was mailed to the customer on 7/25/22 advising that in order to reinstate the policy, a payment in the amount of $87.80 must be received before 8/5/22 at 12:01AM. No replacement payment was made and the policy canceled effective 8/5/22.
  
  

  Customer Answer

  Date: 08/25/2022

  I do not agree.  Mercury did not make any attempts to repair my vehicle within the first 30 days until 8/1/22. When I first called on 6/25/22, Mercury could not even get a tow truck to aid my family in a safe timely response. After 4 hours my family had to take an Uber home. Mercury did not tow my vehicle until 6/30/22 and their adjuster agreed with the mechanic shop on 8/1/22. Only the vandalism that was filed in the police report are the damages I was requesting to have repaired and make my vehicle operable. Mercury is attempting to position themselves as if I am being untruthful & shift blame to me regarding minor cosmetic defects that I never requested & has nothing to do with this claim.  Mercury did not make attempts to have communications with the local mechanic shop and I emailed them consistently  that I called the mechanic shop and they answered the phone every time. That leads me to believe they did not call as they said they did. Due to their untruthful comments and lack of good work ethic, my vehicle was not being worked on until after 8-1-22. Mercury refused to further pay for my rental even though they delayed work and shifted blame to everyone else and not themselves. I attempted to continue my policy with Mercury even though my service was horrible and the Broker I called said Mercury does not want to continue business even though my payment in July would be satisfied due an open claim.  I would have to pay the entire 6 months first after they review my policy in underwriting and the turn around time is two weeks. I purchased a policy elsewhere immediately. 
  My family are victims of a crime and our only vehicle we had was inoperable. We turned to our insurance company to help and they failed from the first phone call, shift blame, pointed fingers and in the end send me with the bill. Insurance is a service that is paid to step in and assist in times that were unplanned and in our case they did not and made it even more difficult to recover. 

  Business Response

  Date: 08/31/2022

  Our position has not changed. 

  There was no delay on our part as we did what we could to try to reach the repair facility and offered you alternatives. 

  We covered the full 30 days of your rental car benefits for customer service even though this was not a 30 day repair. 

  The policy cancelled as the payment for July was returned unpaid by the bank and would have to be re-written.

• Initial Complaint

  Date:08/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/6/21 I was in a car accident in which I immediately filed a claim that day with my insurance company. Since then, it has been an absolutely mess. The first estimate that was done was all messed up and needed to be redone where I chose a different collision place to fix my car. Finally when I dropped my car months later to get it fixed, the car collision place could not get ahold of the insurance company for some reason, and I was out of town on vacation. When I came back to get my car, my car was not even TOUCHED because the insurance company was unreachable and could not fix the issue. I had to schedule my car to be dropped off months out, on July 18th. A few days in after dropping my car off again, the collision place requires a supplement estimate for my car. This was on 7/27/22. It is now 8/17/22 and still no supplement estimate has been completed and sent. I am now paying out of pocket for a rental vehicle because the insurance company refuses to extend it. For weeks I have been calling mercury almost every day, asking to speak with the supervisor, and not once has a supervisor actually called me yet. On 8/5/22 an estimate was emailed to me from a random person from Mercury, however it was not the correct estimate. It was the original. Why did they send it to me and not the collision company? And then this guy told me a shipment claim was never requested and basically told me to call the claims solution place myself and hung up on me. My adjuster has been absolutely no help whatsoever and is now on vacation until next week. The claims solution place which I have talked to multiple times told me they have been working on it since Friday, why has someone JUST started working on it weeks later. I have been ignored despite the countless calls and emails. I am now having to deal with a huge financial burden and literal stress in my life when I was a victim of a hit and run that was not my fault. Its been 9 months since my accident.

  Business Response

  Date: 08/23/2022

  Attached is Mercury Insurance's response letter to Complaint ID #******** 

• Initial Complaint

  Date:08/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I open an auto claim on August 9 , ***** . My claim number is CAPA-******** . Th adjuster name is *************************** . His phone number is *********************. I have left numerous phone messages for him , requesting to return my call. I need authorization to take my car to body shop to be fixed.He has not return my call , and even I contact the main office talk to some one above him , I was told that he will return my call but that never happened. I would like to file complaint against Mercury Insurance for not taking my claim and against adjuster who totally ignore my phone calls. I should be contacted by now , its been 7 days from the date I open a claim , I provide my e-mail address , I should be getting information what would be the next step after I filed the claim .

  Business Response

  Date: 08/25/2022

  Please be advised that our investigation into fault for this accident is ongoing.  Our insured has provided a recorded statement in which she states she is not at fault for the accident saying that you turned your car into hers. Photographs taken at the scene show our insured's vehicle within the # 3 of 3 lanes and your vehicle partially in the #2 lane and partially in the #3 lane supporting that you did not yield the right of way to our insured.  We will continue efforts to reach you to obtain your recorded statement and to inspect your vehicle in order to make our final determination regarding fault. While our investigation is ongoing, if you have collision coverage on your own auto policy you may wish to have your repairs done via that policy and have your company advocate on your behalf.