Business Profile
Insurance Services Office
Mercury Insurance GroupHeadquarters
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Complaint Details
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Initial Complaint
01/16/2025
- Complaint Type:
- Billing Issues
- Status:
- Answered
I paid $2624.90 to Mercury for 6 month car insurance ending 6/29/2025 ($2643.64 minus $24.00 credit from over pay last 6 months). Now Mercury charged me $2.64 for fraud fee. I was told to pay the full amount the difference of $16.10 because Mercury refunded $24.00 into my account already. Yes. I paid the difference $16.10 willingly. But Mercury wanted to charge me $2.64 fraud fee. I am very upset because I fraud no one here. Mercury receives money even 6 months in advance and not clear in their billing, they can not say I fraud them. No one fraud anyone here. They have to pay my money back. This is taking people money by using all excuses they can name to get money from. This is not fair for the customers. I am not happy at all. Please help to protect many customers from these big companies hiding under all kinds of excuses to get our moneys with big names and reasons and even we bring it to their attentions they pretend like they cannot do anything. Please speak for us consumers. Thank you so much!Business response
01/23/2025
This fee does not mean the insured has committed fraud. The annual fraud fee is $0.88 per vehicle listed on an auto policy and is used to fund the investigation and prosecution of auto insurance fraud and is charged on every California policy; therefore, we are unable to accommodate the customer's request for a refund in the amount of $2.64.Initial Complaint
01/14/2025
- Complaint Type:
- Product Issues
- Status:
- Resolved
MERCURY INSURANCE DID NOT RENEWAL OR CANCEL MY FIRE POLICY WHERE THIS A MORITORIUM ON INSURANCE CANCELLATION.Business response
01/23/2025
The policy did not qualify for renewal as it was owned by an ***; however, we received proof of ownership showing that it was no longer owned by the *** and a renewal offer has been sent to the customer.Customer response
01/23/2025
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,
******** ***
Initial Complaint
01/02/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I received request got action letter from my homeowners requesting proof of replaced roof but couldnt figure out why. I reached out to my local agent who stated aerial pictures reflected my roof needing replacing. I had a roofing company come out cenvar roofing to inspect my roof even though my roof is only 14 yrs old. The roofing company confirmed there was no findings for roof replacement. I reached out to customer service at ********************** was told if I would just provide proof of when my home was built that should be sufficient this was done and my local agent came and took actual pictures of the roof to shore there were no issues the underwriting department basically ignored all outreach from local agent for follow up on this situation until supervisor was contacted who started my policy was good through February when I would need to renew. Today I received a letter of cancellation with no reason. I would like someone from underwriting team to contact me or corporate this just didnt seem right. Ive never filled a homeowners claim since becoming homeowner 15 years agoBusiness response
01/10/2025
We have been working closely with the customer's agent for additional photos which have been received and reviewed and the non-renewal has been lifted.Initial Complaint
12/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On April 23, I had a car accident. On the No. 10 highway, I was hit by a black car off the sidetrack. At the same time, I also hit another car. The other insurance company gave me an estimated compensation of ******* and sent a check to my house. At first, I was busy and had no time to repair it, so I kept it. I didn't go to the repair. From November 14th, I asked the car repair shop to contact this insurance company, because some broken places were not compensated, they didn't answer the phone, they ignored the message, and they didn't deal with their boss. I haven't been calling for a month, but I haven't found the claim adjuster. I need help. I hope the insurance company Responsible people deal with this matter. Thank you very much!Business response
12/18/2024
Mercury Insurance was not aware that there was an issue with the repairs to ******** **** vehicle until we received the BBB complaint. If ******** ** was trying to contact the claims adjuster, unfortunately, the claims adjuster that handled the property damage claim is no longer with Mercury, but ******** ** could have easily called Mercury Insurance and asked to speak with a supervisor. This matter has been reassigned to another adjuster who attempted contact with ******** ** today (12/18/2024), but the person answering the phone refused to discuss the claim. We are aware that ******** ** is represented by an attorney for the bodily injury claim, so we left a message with the attorney to call us back to discuss the property damage claim. We will also attempt to contact the body shop to see if another vehicle inspection is necessary. The new adjuster at Mercury Insurance is ********* ****** who may be reached at ***********************. Email address is **********************************************************************************************************************. We stand ready to attempt to resolve any repair issues that may have arisen.Initial Complaint
12/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Mercury Insurance client hit my parked car on 10/14/2024. Client left note about accepting responsibility and texted picture of her driver license and ********************************************* card. ********************** was issued on 9/23/24 for clients ******. We got 2 estimates, one from a Tesla approved shop and one that Mercury requested. Mercury continues to hold off repairs due to their need to get confirmation from their client. Their client is disregarding confirmation and we are getting the runaround from Mercury that they have no idea of when they will be receiving their needed information to get my car approved. Irs been almost 2 months that my car is damaged and in need of repair.HORRIBLE customer service by ********************** and their current only solution is for ***** to run claim where I will have to pay a $1000 deductibleBusiness response
12/13/2024
When a loss is filed California Automobile Insurance Company has a duty to complete a full investigation into coverage and verify that the damages claimed were related to the loss. We required additional documentation from our insured which she recently provided. Additionally, our insured disputed the damage caused to Mr. ******* vehicle. We have now obtained all needed information, including both vehicle inspections, and are now agreeing to pay for Mr. ******* repairs. ************************************* Auto Claims Team
California Automobile Insurance CompanyCustomer response
12/14/2024
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,
****** *****
Initial Complaint
11/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
To whom it may concern, Im having issues with getting payment issued out for my car repairs. One of this companies insured drivers rear ended my car. I was in ********** at the time and moved man to *****. I was issued payment in July, but reached out to this company October 12, 2024 and let them know with moving and everything the check was lost. I told them that I had found a body shop that agreed to do the work for the repair cost that I was already quoted. They told me ok they would stop payment & reach out to the body shop for some info and reissue payment. Theyve spoken with the body shop, but now Im getting the run around.Business response
11/25/2024
Dear Ms. ********************* are in receipt of your November 18, 2024 complaint to the Better Business Bureau.
Since receiving your complaint, we have since resolved your issue and payment for your vehicle
damages has been issued.
The shop you chose to repair your vehicle was not linked in our system and we needed to verify their
tax identification number, which since has been confirmed. Payment for your vehicle repairs was issued
on November 19, 2024.
Should you have any questions please feel free to contact the undersigned.
.
Sincerely,
Mercury Insurance Company
********* *****
Claims Branch Manager
Claims Department
************************Initial Complaint
11/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
CLAIM NUMBER: CAPA-******** Policy Number: CAAP0000870323 On 6/30/24, I was involved in a motor vehicle collision. During the claim process my assigned Mercury adjuster ****** ********* misinformed me and approved for a car rental while my car was being repaired for damages. After three days, I was told by her supervisor that we would still be responsible for the rental fees. I immediately returned the vehicle. ****** told me that since I could prove I was not at fault Mercury would be able to get the other driver's insurance to pay for my rental fee. 7/30/24 I was determined not at fault and my case was assigned to **** ******* for subrogation to recover the rental car cost of $364.82 that I had incurred. On 8/12/24, the other drivers insurance company, esurance, mailed a letter to me offering a settlement of $302.20. Upon discussing options with ****, I opted to have esurance send the full limits payouts to Mercury directly, and Mercury would issue the entire out of pocket amount of $364.82 once that full payment was received.Since 8/24/24, despite periodic messages following up on the status of payment, I am repeatedly told Mercury is still awaiting payment from the other party, and unable to provide an estimated end date to the case. We are no longer with Mercury Insurance and would like the payment due to us as soon as possible.Business response
11/12/2024
Dear Ms. ******************** have received your concerns from *** *****.
The Hoangs have collision coverage on their Mercury auto policy but no rental car benefits. At no time did Mercury represent to Mr. ***** that his Mercury policy included rental benefits. Mercury did offer Mr. ***** a reduced insurance rate to rent a car from Enterprise Rent-A- Car. He accepted the reduced rate and a self pay reservation was set up for him.
As to reimbursement of his rental through subrogation, Mercury Insurance has been working to collect Mercurys payment of $5,671.17 and the insureds out of pocket payment $364.82 from the responsible carrier, Esurance/National General. Esurance/National General has a property damage limit of $5,000. Mercury has agreed to reimburse $364.82 to our insured, making him whole, once we receive the at fault carriers payment. In September, Mercury signed and returned the property damage release and have been actively pursuing the payment. On November 8, 2024, our subrogation representative, **** *******,spoke to a team member who advised that the handling adjuster was out of the office but requested he issue our payment first thing upon his return. We expect their payment to arrive shortly.
Sincerely,
****** *****
Claim Supervisor
Mercury Insurance Company
*********************Customer response
12/19/2024
In Mercury's last statement, ****** ***** stated that the "subrogation representative, **** *******, spoke to a team member who advised that the handling adjuster was out of the office but requested he issue our payment first thing upon his return. We expect their payment to arrive shortly."
It has been more than a month since this statement and we have not heard anything from Mercury regarding a payment being issued. We would like for the payment to be processed before the year's end. We are concerned that the lengthy process and lack of communication is an act of retaliation for speaking up about our consumer experience.Business response
12/24/2024
Dear Ms. **********
*** ***** does not have rental car coverage on the Mercury automobile policy. Until we receive payment from Esurance/National General, we are unable to issue payment to Mr. ***** for his $364.82 out of pocket rental bill. We were advised today by ********/National General they issued payment today. As soon as we have Esurance/National Generals recovery payment, we will promptly issue payment to Mr. ******
Sincerely,
****** *****
Claim Supervisor
Mercury Insurance Company
*********************Initial Complaint
11/04/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Mercury is requesting money on our auto policy even though ****** ****** has his own insurance.Business response
11/06/2024
The application did not list any other residents in the household; however, we discovered that there was an additional person in the household and they were excluded from coverage. All people have to be accounted for as either a driver or an additional household member and there is an excluded driver surcharge which resulted in an additional bill being sent to the customer.Initial Complaint
10/28/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Mercury became our home insurer, to include earthquake insurance. It then sent emails stating that in less than 30 days both policies will be cancelled "Due to unacceptable electrical panel - Challenger, Sylvania". When I questioned them specifically how they expect me to get an electrician, permits and work completed in ~20 days AND asked for a reasonable timeline they decided in less than 5 minutes that I was S*** Out of Luck and refused. This is deceptive, unrealistic, impractical, illogical and f****** unprofessional. I can understand why they have an "F rating" with the BBB.Business response
11/06/2024
Upon further review of the policy, we have reinstated the coverages and have extended the time that the customer needs to provide proof that the electrical panel has been replaced until their next renewal which is 8/31/25. if proof is not received prior to 8/31/25, the policy will non-renew.Initial Complaint
10/22/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Claim Number: ************* Insurance Carrier: California Automobile Insurance Company (Mercury Insurance)The insurance carrier violated CCP section 1280 et seq. and CIC section 2071, as well as the insurance policy, by denying my rights to appraisal. The carrier's reason, "appraisal is not the appropriate remedy for this dispute," is false, misleading, and an unfair or deceptive act or practice to cause me financial harm. The insurance adjuster is being aggressive and using delay tactics to avoid taking responsibility for payment.Business response
10/25/2024
The carrier has carefully reviewed the insured claim and considered the concerns presented. The dispute involves policy coverage concerns, which are not evaluated in an appraisal. This was carefully explained to the insured. However, the carrier has accepted the appraisal demand and is working on naming its appraiser. The covered repairs of the claim will be appraised.
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Customer Complaints Summary
331 total complaints in the last 3 years.
82 complaints closed in the last 12 months.
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