Complaints

• Initial Complaint

  01/24/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Insurance Company not responding to multiple requests, giving the fun around to avoid paying claim, not fulfilling their obligations to repair damage caused by their insured Terrible Company

  Business response

  02/03/2025

  The MAPFRE Insurance Company (MIC or The Company) acknowledges our receipt of your letter dated January 24, 2025.  We trust that the following addresses all of the issues raised in the complaint you received from ******* ******.
  
  The complainant alleges the Company has been unresponsive and avoiding paying his claim.
  
  This matter pertains to an auto claim and Mr. ****** is a third party claimant. The date of the accident was Saturday, January 18, 2025, and the claim was reported to the Company on Monday, January 20, 2025. We made contact with the complainant and assigned an Appraiser to inspect the damages vehicle the same day. The Company obtained statements from our insured driver and promptly accepted liability for the damage to Mr. ******* vehicle.
  
  Since that time, we have issued a payment on the complainants behalf to the repair shop of his choice and set up a direct bill rental reservation for him with ********************** A payment of $1,537.42 was issued to **** **** ******* on January 27, 2025.
  
  Pursuant to our review of the information and documents received to date, we can confirm prompt contact was made with all parties involved in this claim and payment has already been made for the complainants vehicle damage.
  
  The MAPFRE Insurance Company remains open to reviewing any additional pertinent information on this matter and asks that you or Mr. ****** forward any such information for our review.

• Initial Complaint

  01/22/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was sent an email to the one referenced in this complaint stating that this company did not receive payment. They in fact did receive payment albeit 2 days later due to an issue with my bank. What they have on file is my bank account for auto withdrawal, they decided to use my wife's debit card which she didn't give them permission to use. She had paid the month prior. That didn't give them the right to look at what cards were attached to any payment they got in the past and charge it to that. She doesn't care about the money being credited back as I paid her back. But I want to know why you're telling me you never got payment when you did :********** Policy Effective Date: 10/17/2024 Thank you for your payment of $152.79, which we applied to your policy on 01/19/2025. To view additional billing and payment details, please create or log into your MAPFRE customer account.Also my wife desires to know why you chose to use her account when my account didn't work. We both have different policies. Her debit card you used ended in ****. So please let me know why I'm being told it wasn't paid this month when it was. You guys just decided to pull out of my wife's account instead which she only authorized it for last month, not this month. It has now been pulled out because she is extremely upset with what you guys are doing.Thanks.

  Business response

  01/28/2025

  January 28, 2025
  Better Business Bureau
  Case Number: ********
  Complainant Name: ***** *******
  Policy or Claim Number: **********
  Dear BBB,

  
  I am writing in response to the complaint filed by Mr. ***** ******* concerning policy number **********.
  Upon a comprehensive review of Mr. ********* policy, it has been determined that the policy is enrolled in
  autopay. Two payments were returned and subsequently replaced manually using a debit card ending in ****,
  which belongs to Ms. ****** *******.

  
  An autopay transaction of $152.79 was initiated on December 15, 2024, and returned on December 18, 2024, due
  to insufficient funds. A payment failed notification was issued to the customer's online account on December 18,
  2024. On the same day, a replacement payment of $152.79 was submitted through the customers online payment
  portal using the debit card ending in ****.

  
  Another autopay transaction of $152.79 was initiated on January 15, 2025. On January 19, 2025, a manual
  payment was submitted through the customers payment portal using the debit card ending in ****. On January
  21, 2025, the original payment of $152.79, initiated on January 15, 2025, was returned due to insufficient funds.

  
  A payment failed notification was issued to the customer's online account on January 21, 2025.
  Included is the transaction history showing the payment method and payment channel associated with the debit
  card payments in question. The transaction history reflects both payments being processed on the customers
  online portal ***** and the email address associated with the payer.

  
  Please note that replacement payments were processed on the customers portal, to which the ********************** does not
  have access.

  
  I have included the following documents:
  A detailed billing breakdown
  Failed payment notifications
  Payment History
  Payment Source Information

  
  If you have any questions or need further information, please contact me at **********************************************************.

  
  Thank you,
  ******* ****
  ******* ****
  Project Analyst
  Email: **********************************************************

  Customer response

  01/28/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  you are saying it wasnt paid and im saying her bank statement shows it was and 2. I never manually made a payment using her card the second time 

  Give me a supervisor bc im not going to be accused of lying

  
  Sincerely,
  
  ***** *******

  Business response

  01/31/2025

  January 31, 2025
  Better Business Bureau
  Case Number: ********
  Complainant Name: ***** *******
  Policy or Claim Number: **********
  Dear BBB,
  I am writing in response to the Supplemental Complaint filed by ***** ******* concerning policy ***********
  To further clarify the returned payments in question:
  An autopay transaction of $152.79 was initiated on 12/15/2024.
  The payment of $152.79 initiated on 12/15/2024 returned on 12/18/2024, due to insufficient funds. A payment failed
  notification was issued to the customer's online account on 12/18/2024.
  An autopay transaction of $152.79 was initiated on 1/15/2025.
  The payment of $152.79, initiated on 1/15/2025, was returned on 1/21/2025, due to insufficient funds. A payment
  failed notification was issued to the customer's online account on 1/21/2025.
  Upon each returned payment a notification of payment failure was issued to Mr. ******** The notification references only
  the payments that were processed via autopay and had returned due to insufficient funds. If these autopay payments are
  reflecting as successful within their financial institution, we will need a copy of the bank statement reflecting the transaction
  submitted for review.
  The successful manual Debit Card payments:
  On 12/18/2024, a manual payment of $152.79 was submitted through the customers online payment porta l using
  the debit card ending in ****.
  On 1/19/2025, a manual payment was submitted through the customers payment portal using the debit card ending
  in ****.
  The manual payments that were processed using Ms. ******** debit ca rd, were successful payments and would still reflect
  on the account holders bank statements as processed. We did not issue any failed payment notifications on these two
  payments, and they are still reflecting as successful in our system.
  Additional information regarding online payments:
  Customers are able to make a digital payment using the following two options:
  1. There is a one-time guest payment link on ************************ which is not associated with the digital wallet
  within the online customer account in the Customer Portal. When making a one-time guest payment a customer can
  select account numbers that are associated with their policy number for future payments. Customers have the ability
  to store the DC/CC payment instrument on the guest one-time payment link. This can be re-used in the event the
  customer uses the one-time guest payment link to make another payment. This card is associated with customers
  policy number only.
  2. A customer can login to their online account through the Customer Portal and add, update or delete payment
  methods in the digital wallet. When a customer makes a payment using the Customer Portal, saved payment
  methods can be accessed and utilized to process a payment.
  Payment methods utilized while making a one-time payment on ************************ are not saved and cannot be
  accessed via the Customer Portal.
  It is recommended that Mr. ******* review his customer online portal to ensure that the correct payment method is saved,
  and the incorrect payment method is removed. Mr. ******* can contact the ************** for assistance with removing any
  saved payment methods.
  I have included the following pieces of supporting documentation:
  Payment Portal Dashboard captures reflecting both DC payments processed via the customer portal
  Capture of customer payment history reflecting prior use of the **** ending in ****
  Customer Portal Back End Logs reflecting login and access of the debit card and credit card payment portal on
  12/18/24 and 1/19/25
  If you have any questions or need further information, please contact me at ***********************************************************
  Thank you,
  ******* ****
  ******* ****
  Project Analyst
  Email: **********************************************************
  

  Customer response

  01/31/2025

  
  Complaint: ********
  
  I am rejecting this response because: I got notice today that I'm behind two months and I did not authorize the debit card ending in **** you guys did as my wife paid using that for me only in December. I know you keep whatever is on file and TRY that because she was surprised when she saw the charge ending in ****. WHY WOULD SHE BE SURPRISED if she neither one of us authorized that? You can call me and prior to that including today when I called in bc you are showing I'm two months behind when clearly now you are saying at *** was paid explain the cancellation notice I just got in the portal today? I asked for a supervisor or Higher even on the phone today and you all won't give me the manager which tells me a lot. Do they tell you to lie and make up stories as you go? Please do call and explain all the nonsense you are doing **********
  
  Sincerely,
  
  ***** *******

  Business response

  02/04/2025

  February 3, 2025
  
  Better Business Bureau
  Case Number: ********
  Complainant Name: ***** *******
  Policy or Claim Number: **********
  
  Dear BBB, 
  
  I am writing in response to the Supplemental Complaint filed by ***** ******* concerning policy **********. 
  
  Prior to the cancellation, Mr. ********* policy was enrolled in Auto Pay. As part of this payment method, installments are divided evenly among the scheduled deductions, with any premium adjustments or overpayments distributed equally across each installment.
  
  On 1/15/2025, an Auto Pay deduction in the amount of $152.79 was processed. Subsequently, on 1/19/2025, a payment of $152.79 was made through the customer portal using a **** Debit card ending in ****. This payment was classified as an overpayment, as the scheduled deduction had already been processed on 1/15/2025. As a result, the overpayment was distributed equally across each remaining installment and a revised Auto Pay Statement generated advising the insured of the new installment amounts.
  
  On 1/21/2025, the autopay transaction from 1/15/2025, was returned due to insufficient funds. As a result, a Statutory notice of Cancellation issued advising $344.49 due by 2/24/2025 to maintain coverage. 
  
  
  Transaction DateTransactionPayment MethodPayment SourceAmount
  1/15/2025Auto Pay DeductionChecking - 0137Billing Center152.79
  1/19/2025Manual Debit Card Payment (Applied to remaining installment amounts)**** - ****Payment Gateway - *********
  1/21/2025Auto Pay Deduction Reversal (Insufficient Funds)---152.79
  1/31/2025Statutory Notice of Cancellation Issued Amount Due $344.49
  
  Our records reflect that Mr. ******* had contacted our Contact Center* on 1/31/2025 and was advised on the impact of the manual debit card payment on the installments, the pending cancellation, and the source of the debit card payments in question. He then requested to connect with his servicing agent to process a policy cancellation. On 2/1/2025, a supervisor contacted Mr. ******* and was advised by Mr. ******* that he obtained the clarity that he needed.
  
  I trust this explanation provides additional clarity and would like to assure Mr. ******** that MAPFRE does not have the ability to process manual payments on the customers secured customer portal. We apologize for any confusion caused by the manual payment and regret to see Mr. ******* cancel his policy with us. Should you have any further questions or require additional assistance, please do not hesitate to contact me.
  
  I have included:
  The revised Auto Pay Statement reflecting the impact of the 1/19/2025 manual payment
  The Statutory Notice of Cancellation
  Cancellation Declarations Pages
  
  Thank you,
  
  ******* ****
  ******* ****
  Project Analyst
  Email: **********************************************************
  
  

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The e-mail address they have on file for me, ************************ is a real old expired e-mail address. Have repeatedly talked to Mapfre on the phone and assured each time that they have changed my e-mail to ********************** so I can access my account online and pay bill. Called 5 times in the last 5 business days. Still not done.

  Business response

  01/21/2025

  January 16, 2025
  
  Better Business Bureau
  Case Number: 22816570
  Complainant Name: ******* *********
  Policy or Claim Number: **********
  
  Dear BBB,
  
  I am writing in response to the Complaint filed by ******* ********* on 1/15/25 concerning policy **********. Below is a detailed account of interactions related to the complaint the customer filed that has been resolved:
  
  On 1/14/2025:
  ******* contacted the Contact Center and spoke to a representative to process an update to her contact information.
  The Contact Center representative processed the email update and unlinked the out-of-date email address from the customers online portal.
  During this conversation the Contact Center************* representative explained to ******* that the new email must be linked to her online account and that it may take up to twenty-four hours for the system to post the change.

  On 1/15/2025:

  ******* contacted the Contact Center to advise that she was experiencing complications regarding the email update.
  A problem ticket was opened to determine if a system issue impacted the email update.
  No system issues were detected and contact by phone to the customer was attempted.
  We were unable to reach *******, a voicemail was left for her regarding next steps.
  Validation email was sent to *******, as contact by phone was unsuccessful, the email provided steps to validate the new email and link to the customers online account.
  Per transaction history related to the policy the customer was able to successfully validate and link the new email address to the online account.
  Email update has processed appropriately, and MAPFRE Insurance systems are working as intended.
  Currently the incident is marked resolved.
  
  At this time, it appears that the complaint outlined by the customer has been resolved. We apologize for any inconvenience that the customer experienced.
  If you have any questions or need further information, please contact me at ********************************.
  Thank you,
  
  ******* ****
  
  ******* ****
  Project Analyst
  Email: ********************************

  Customer response

  02/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22816570, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Tiffany Morrissey

• Initial Complaint

  11/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/23/24 at approximately 3:45 pm I put a claim in with this horrid company. First and foremost, when you hire people that speak English however have such a thick accent that you can't understand them most of the time, that's a problem. I kept telling the agent I was confused and that's because I didn't understand half of what she said. I'm the one that got rear-ended at a stop light by a nurse no less in ********* MA. This girl kept looking at her phone and she was a good car length behind me but her phone was more important so she took her foot off the gas, and slammed right into me. Police were called, and my wife is an attorney so if they don't rectify this quick they will have many issues coming their way. We were supposed to move tomorrow 11/25, which I can show this Dorothy *** who's supposedly my adjuster, that I had to push back now for medical treatment and to get my car dropped off to one of their body shop locations. The girl that took down the claim told me they would come to the house first, so get your info straight. I asked abt a car since I needed the back of my own vehicle as i was moving some boxes & the moving co was going to do the heavy stuff & now that's postponed bc of a nurse on her phone who told me she just sneezed. My wife will be trying to get footage if there are cams at that intersection bc she clearly wasnt stopped I was told by this co that they can only reimburse 30 a day for 3days ..1st off I didn't cause the accident and a big guy there are no cars for 30 nm an suv. Plus she hit  & my wife so it should be comp to what i had. When I asked why does the rental come out of my ins the lady had no answers. She def had no answers about 30 a day rentals. I was given the adjusters name Dorothy who told me to drop it off to ****. How do I get back? No car. Then she never gets back to me after asking if I had ?s &then they give me an adjuster who is on vaca altho her vm says October. I'm not putting up w already this lack of commu

  Business response

  12/02/2024

  **** ** *** **** **** *********
  The Commerce Insurance Company (CIC or The Company) acknowledges our November 25,
  2024, receipt of your letter dated November 24, 2024. We trust that the following addresses all of
  the issues raised in the complaint you received from ****** *******.
  The reason for the complaint is for a delay in the adjusters response regarding a rental vehicle that
  was needed. This accident occurred on Saturday, November 23, 2024, and was reported to us on
  the same day. The assigned adjuster, who happened to be working on Saturday, reviewed the
  claim that same day and followed up with ***** regarding the accident. A rental reservation was
  created under ****** policy which carries limits of 30/900. There was no discussion regarding the
  need to rent an SUV until Sunday, November 24, 2024, via a text message to the adjuster. The
  office was closed when this text message was received. Our business hours for Claims are
  Monday through Friday from 8:00 am to 4:30 pm EST. On Monday, November 25, 2025, once
  contact was made with the at fault party to confirm loss details, we were able to create a rental
  authorization for the complainant that would allow for a larger vehicle.
  The Commerce Insurance Company hopes that this response meets the expectations of *****
  *******. We remain open to reviewing any additional pertinent information on this matter and
  asks that you or ***** ******* forward any such information for our ***********...

  Customer response

  12/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  First off your company didn't even set up a claim against the person who hit us which I was informed they should have done since they have commerce too.

  The adjuster I dont want as i STILL havent heard from her. Accident happened 11/23, it is 12/2, stop with the nonsense.

  She asked if i had questions that  saturday 11/23 via email and when i said yes she didnt answer me nor has. My wife did leave a message bc i couldn't understand the first woman who took the claim info..that's when I wrote Sunday.

  if I don't get a new adjuster I will take action .. Also i want a supervisor to contact me or manager  not someone who answers complaints to make themselves look good. 

  
  Sincerely,
  
  ***** *******

  Business response

  12/05/2024

  Dear **** ********:
  The Commerce Insurance Company (CIC or The Company) acknowledges our November 25,
  2024, receipt of your letter dated November 24, 2024. We trust that the following addresses all of
  the issues raised in the complaint you received from ****** *******.
  The reason for the supple complaint was that ***** was under the impression we had not created
  a claim against the policy for the party that hit his vehicle as they are also insured with MAPFRE
  Insurance. This claim was created on the first business day following the accident. ***** was also
  looking for a new adjuster as he had not received a response from the assigned adjuster after his
  inquiry about a rental vehicle. I assigned a new adjuster on 12/3/2024 and we both reached out to
  ***** to offer our assistance with any pending questions or concerns he had. I spoke with *****
  today and confirmed at this point, he is just waiting to speak with his repair shop to begin the claim
  process.
  The Commerce Insurance Company hopes that this response meets the expectations of *****
  *******. We remain open to reviewing any additional pertinent information on this matter and
  asks that you or ***** ******* forward any such information for our review.

  Customer response

  12/05/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.HOWEVER IF I HAVE TO CHASE THEM DOWN IN THE FUTURE THE COMPLAINT WILL BE OPENED AGAIN, AS I HAVE NO IDEA WHEN I WILL GET MY VEHICLE BACK.

  
  Sincerely,
  
  ***** *******

• Initial Complaint

  11/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had an 11 month payment plan for the coverage from September 29, 2023-September 29, 2024. I made a number of changes to the policy, particularly from June through September 2024. I use paperless billing and payment. The company sent me endorsements in my account for every policy change--how much the policy increased/decreased. I also received a bill statement in my account every payment plan month that notes that all associated fees are included in the balance of the bill. I made every appropriate monthly payment that was posted on my account on time. I paid all the endorsement changes that occurred during August and September. I paid my bill for 2024-2025 in full in order to receive a 10% discount. After I had a zero balance on my account, a charge for $84 suddenly appeared. I contacted the company to find out what this was for. I received conflicting information about the source of the charge (alternating between fees and outstanding policy charges), was left on hold while the account was reviewed, had to wait for extended time while other people in the organization reviewed the account. I asked repeatedly for an accounting of this charge. Over time, this charge was updated to $64 from $84 without explanation. I shared with the company evidence of all my payments and a list of all the changes to my policy. This showed I owed the company $4 still. When they finally shared their accounting with me, the only documented difference was a $64 fee charge. When I asked them to tell me what the fees were for, they responded it was not fees but outstanding policy charges. When I asked them to tell me what specific policy charge that was not included in our identical lists of charges, they would not respond. I have emails documenting exchanges if helpful, but could not figure out how to upload them. I am happy to forward them to you if there is a way to do that.

  Business response

  12/03/2024

  Hello, 
  I am writing in response to the complaint submitted to the Better Business Bureau regarding policy number **********. The named insured on this policy is ***** ********-******. There are two policy terms contributing to this response (policy term 09/29/2023 9/29/2024 and 09/29/2024 09/29/2025).  
  
  The $84.00 came from two premium changes. One premium change for $64.00 posted on 09/10/2024 and on premium change for $20.00 posted on 09/12/2024 for a total of $84.00. I do see in the billing notes that there was discussion related to $64.00 in installment fees which did apply to the 09/29/2023 09/29/2024 policy term, however, these charges apply to each installment and are not charged in a lump sum. I have attached a document that shows when installment fees were applied/credited to the policy, and the amount. Although unlikely related to this customer concern, please note that there was also a premium change for $84.00 that posted to the policy on 6/11/2024. There is a zero balance for the current policy term.
  
  I have also provided a detailed billing breakdown that shows premium, fees,payments and refunds applied to this policy for both terms.
  
  I have attached:
  Detailed Billing Breakdown for Both Terms
  Installment Fee Detail
  Endorsements ($64.00, $20.00 and $84.00)
  
  I apologize for any confusion, and if you have any questions or need additional information, please contact me at *************************************************************.
  
  Thank you,
  ******** *******
  Project Analyst, Senior - Premium Accounting
  ***********************************

  Customer response

  12/09/2024

  
  Complaint: ********
  
  I am rejecting this response because: 

  I am not satisfied with their response as it is the same response I have been getting from them.   Here are the reasons.

   

  First: If you look at the breakdown of payments that I shared, you will see that I paid for the endorsements that they are referencing for a total of $84, as well as the single endorsement change of $84.  That leaves the difference between our accounting at $64, which suddenly appeared on my account after I had paid it off.   Our accounting looks different, but the numbers are the same - they included a final payment for my 2023-2024 policy in with the 2024-2025 payments, and on my spreadsheet I include it in with 2023-2024, as it was billed as an outstanding balance for 2023-2024.  If you follow the charges and payments for both accountings, you will see that the only difference is for the $64 in fees, which again appeared after I had paid my account in full.  

  Second:  On their spreadsheet, they are claiming $64 in fees as installment payments.  This doesn't make sense for two reasons: A)  I had an 11 month installment plan, so the fees for this should total $88, not $64; and B)  all the bills that are for the 11 installments explicitly state that any fees are included in  the balance of the account, so they should have been included in what I paid, not tacked on at the end.  I have always, until the 2024-2025 policy period, utilized the 11 month payment plan and I have never had additional fees added at the end, because they are always included in the installments that I pay--as they should have been (and I believe were) for the 2023-2024 policy period.  Finally, Charlene references attaching a document that explains when the fees were posted to the account, but this is not actually included, so the origin and timing of these fees continues.  

  For these reasons, I believe that they are just attempting to justify an error in their accounting and pass that error on to me to pay.  

  I also want to address her comment that the balance of my account is zero dollars.  This is because they took the $64 out of the refund that I was supposed to receive for the 2024-2025 policy period when I took a car off the policy.  As they have taken the $64, I do not believe they have any actual motivation to address this.  I would be happy to meet with you and Charlene together via zoom to review this in detail as a next step as their response continues to not explain the discrepancies noted above.    

   

  Thank you,

  *****

  
  
  

  Business response

  12/11/2024

  Hello, 
  I am writing in response to the supplemental complaint submitted to the Better Business Bureau (BBB) regarding policy number **********. The named insured on this policy is ***** ********-******. There are two policy terms contributing to this response (policy term 09/29/2023 9/29/2024 and 09/29/2024 09/29/2025).  
  
  I contacted named insured ***** ********-****** to talk through the billing breakdown that was provided in my initial response, and to get a better understanding of her questions and what was needed. As a result of the conversation, I was able to provide ***** with an additional billing breakdown that shows date posted for each transaction with a running balance. ***** expressed that her questions were answered to her satisfaction.
  
  Also, because ***** had to endure many phone calls, inquiries and had to file a complaint to get her questions accurately answered, I have had $64.00 in fees waived from her policy. She will be getting a refund for $64.00.
  
  We sincerely apologize to ***** for any inconvenience. She is a long-time customer,and we value her business. I thank ***** for the opportunity to work together to get her what she needed.
  
  I have attached:
  -Detailed Billing Breakdown for Both Terms (standard, and running balance)
  -Installment Fee Detail
  
  If you have any questions or need additional information, please contact me at *************************************************************.
  
  Thank you,
  ******** *******
  Project Analyst, Senior - Premium Accounting
  ***********************************
  

  Customer response

  12/13/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I appreciated Charlene's  sincere and thorough efforts to resolve this issue.  During our phone call, she was able to provide the information that I had been seeking from the beginning and was very willing to have an extended conversation with me to go over the account in detail.  She was at all times polite, patient, and invested in reaching a resolution. Through her efforts, I was able to get the clarity I needed to feel secure that there was not a billing error.  She also explained some system limitations that contributed to the inadequate response I had received previously, as well as acknowledging the non-system (staff) based failures to effectively and satisfactorily respond to my inquiries and resulting frustration I felt as a result of expending considerable time and energy without resolution. 

  Charlene expressed that she would be following up to address these breakdowns in customer service and communication, and I sincerely hope that the company is open to finding ways to be more transparent on their portal (a system issue that requires change in technology) and supporting staff with how to manage inquiries like my own, including pulling in higher management staff to explain more thoroughly.  We agreed that it should not necessitate filing a complaint to get the answers I sought.  

  Charlene was a pleasure to work with and was knowledgeable and sincere.  

  Sincerely,
  
  ***** ********-******

• Initial Complaint

  11/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I started my car insurance policy with MAPFRE in May 2024 and things were going fine until it wasn't anymore. I decided to add a 2007 ****** vehicle to my policy and contacted their team for a quote. I was told the monthly cost for basic coverage would be around $165, which I later accepted. However, after I agreed to the insurance, the rate unexpectedly jumped to $292 per month instead of the $165 I was initially quoted. When I reached out to MAPFRE for clarification, the agent claimed the change was due to an error in their system. After expressing my frustration, I requested an investigation. On November 15 It was later revealed that the agent who quoted me had failed to inform me of the updated quote before finalizing the policy. I asked for a refund or credit for the misleading information, but I was told they do not issue refunds. This situation has been deeply upsetting and mentally draining. Not only do I feel misled and taken advantage of, but the way MAPFRE handled the situation made an already stressful situation worse. I work very hard at a low-paying job to make ends meet, and the unexpected increase has caused significant financial strain. To a billion-dollar company like MAPFRE, the difference between $165 and $292 may seem insignificant, but to me, it represents hours of hard work and a meaningful impact on my ability to survive in this economy. I am disappointed and hurt that such a large corporation would treat its customers this way. I know I am not the only one who has had a negative experience with MAPFRE, and I see a ton of complaints online. I hope you guys make it because I am willing to share my story and bring awareness to my issue.

  Business response

  12/04/2024

  We agree with the insured that an error was made when coverage was added to his policy effective 9/21/24 and it should have been caught during any of his calls to MAPFRE to review the billing.  We will be reaching out to the insured to arrange a refund due to the incorrect coverage being added to the policy.  In addition, while I will express my apologies when I call the insured to discuss the refund, I'd also like to express them here as this should not have been so difficult for our insured and this interaction did not meet our expectations. 

  If after reviewing the response letter there are any additional questions please don't hesitate to reach out.

  Thank you, 

  ****** ****

  Manager, MAPFRE ISC 

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

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

   

• Initial Complaint

  10/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I finished my policy paid in full according to my app from MAPFRE ins. It remained 0 until 9-9-24. My policy was set to renew on 9-13-24. I sent my husband to AAA with cancellation paperwork on 9-4-24 so that we would not be charged the renewal. Again *** said we were all set and that they would take care of it. Fast forward to yesterday when I received a bill for ******. I called and spoke to both MAPFRE and AAA and kept getting the run around. I finally got a reason for the change. I was told it was a prorated penalty for early cancellation. Mind you I cancelled on 9-4-24 but they put it thru 9-25-24. I advised them this was not my issue as I cancelled prior to the renewal date of 9-4-24. Also I have received and still receive texts asking why we cancelled our policy. I refuse to pay this amount and I told them this as well. *** stated they could not cancel charge and MAPFRE was not willing to fix an error they made. I asked to have a supervisor call me. I was told they would call me either last night or today and I have not received any response. Please help I have screenshots of my zero balance since July24 as ****** was my free month as I paid an 11 month policy, and cancelled before the renewal date.Thank you for your help!!

  Business response

  10/16/2024

  October 16, 2024
  

  Hello,  
  I am writing in response to the complaint submitted to the Better Business Bureau regarding policy number **********. The named insureds on this policy are ********* ******** and **** ********. The policy term was to be effective from 09/13/2024 to 09/13/2025 with a premium of $5,899.00.
  
  A cancellation credit of $5,709.00 was posted on 9/9/2024 with a cancellation effective date of 9/25/2024 per the Transfer of Insurance (2-A) form. This left a balance of $190.00 for coverage provided from 9/13/2025 through 9/25/2025. However, after reviewing the screenshots provided as part of this complaint it is recognized that the MAPFRE Customer Portal showed a $0 balance as of 9/9/2024 when the cancellation credit of $5,709.00 was posted. Therefore, we have waived the $190.00 of premium. The policy has a zero balance as of this time of this response.
  
  We apologize for any confusion and inconvenience this caused.
  
  I have attached:
  -Transfer of Insurance 2-A
  
  If you have any questions or need further information, please contact me at **********************.
  
  Thank you,
  Charlene H******
  Project Analyst, Senior - Premium Accounting
  11 Gore Road, Webster, MA 01570

  Customer response

  10/16/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* ********

• Initial Complaint

  10/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Mapfre has been charging me for insurance on a motorcycle that doesn't exist anymore for years and refusing to cancel my policy. I do not live in Massachusetts and have not for a decade. The motorcycle was sold for parts nearly as long ago. Its registration expired January 1, 2013. This is easily verifiable by the Massachusetts RMV website. I have contacted them by phone and email and they claim they cannot cancel it because Massachusetts requires all registered vehicles to have insurance. Note again, they have been informed that it is not a registered vehicle. Over the years they have charged me over $2000 for insurance on a motorcycle that does not exist.

  Business response

  10/08/2024

  Dear Mr. Melville:
  
  The MAPFRE Insurance Company acknowledges receipt of your Better Business Bureau complaint dated October 2, 2024.  We trust that the following addresses the concerns raised in your correspondence regarding your personal auto policy still being active.
  
  A review of your personal automobile policy confirms that the policy was written by your independent insurance agency, ***************************** effective March 16, 2012.  The policy insured a 1978 BMW R100 motorcycle which carries a Massachusetts registration number, ******.  The policy has remained active with the same motorcycle with a last renewal of March 16, 2024. 
  
  The policy is written on form ******* - MA Base Policy 2016 Edition, 12/17 edition. There are multiple clauses pertaining to cancellation of your policy.  On page 31, under Cancellation, the policy states:
  
  You can cancel any of the Optional Insurance Parts at any time by giving us or your agent at least 20 days written notice.  Because all of the Compulsory Insurance Parts are required, you cannot cancel any of them separately.  You can cancel all of the policy by giving us or your agent at least 20 days written notice. 

  
  On page 32, under Automatic Termination, the policy states: 
  
  Massachusetts law provides that your policy automatically terminates and a Notice of Cancellation will not be sent to you when:
  
  You return the registration plates for your auto to the Registry of Motor         
  Vehicles. 
  
  Our records indicate that you contacted our Billing department on February 3, 2022, and February 6, 2022, regarding the cancellation of your policy.  You were advised to cancel the registration of the motorcycle and to contact your agency for assistance with this process.  This was the first instance MAPFRE became aware of your intent to cancel your policy.  However, we did not receive any other written cancellation requests from you or your agency until receipt of this Better Business Bureau complaint and on October 4, 2024, when you spoke with our Billing department again.  During this call, you were advised to contact your agency and send cancellation request to policychanges@mapfreusa.com.  As of the date of this response letter, we have not received any written correspondence from you regarding the cancellation of the policy.  Additionally, the Registry of Motor Vehicles records indicate the plate is expired still and has not been cancelled. 
  
  Despite the lack of written correspondence and registration not being cancelled, we have cancelled your policy effective February 3, 2022, as this was the first instance our records show your intent to cancel the policy. 
  
  If you have any further questions or need additional assistance with this matter please contact your agency, *** ********* ******, or you can email ********************. 
  
  
  Sincerely,
  
  ***** ****
  Personal Lines Underwriting, Supervisor
  MAPFRE Insurance 

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter was involved in a car accident last April in ****, **. She was taken by ambulance to the ****************** in **** and was discharged that day, she is ok but her car was totaled. I filed a claim with our insurance company, MAPFRE, the day of the accident and MAPFRE sent an adjuster to confirm the vehicle was totaled.Since then, we have filed all required paperwork for the claim, have gone to court where the case was dismissed on a technicality. As of today, despite hours of phone calls with MAPFRE, they still have not removed the car from my policy nor provided a letter of total loss status. The adjuster has not returned any email from me. I AM STILL PAYING FOR THIS POLICY DESPITE SEEING THE CAR FOR MYSELF in almost two pieces in a junkyard. I have tried multiple times calling to remove my it from my policy but the agents said they wont do anything till they have the total loss letter that their attorney own company issues. Its an absolute nightmare. My daughter and I went to court as directed and the case was dismissed on a technicality. The plates were turned in the beginning of April. Again, I have been paying for an auto insurance policy on a car that no longer exists. Any help is greatly appreciated. Thank you,*** ******

  Business response

  09/20/2024

  Please see our attached response to Ms. ******** complaint.  Her total loss claim has been settled and her premium due has been credited to her account.  

• Initial Complaint

  08/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to file a complaint formally against Mapfre Insurance regarding their handling of my auto insurance policy. The details of my complaint are as follows: Mapfre refuses to cancel and reimburse me for an auto insurance policy, for the state of **********, that has been considered null and void since January 2021 due to my relocating to *****. I have contacted Mapfre Insurance on multiple occasions to request a policy cancellation. Despite my repeated efforts, I have been consistently given the runaround. Instead of honoring my cancellation request, Mapfre continued to draft funds from my account until February 2024. The auto drafts stopped after I advised my bank that the drafts were no longer authorized; I have since received a letter from the company advising I owe them money for the policy. I have provided the requested necessary information and documents as instructed by the representatives following the cancellation requests. In return, I have been met with delays and evasive responses. Mapfre Insurance's actions are not only unprofessional but also unethical. Mapfre has subjected me to unnecessary hurdles and financial losses due to their unwillingness to process my request. I am seeking the following resolution 1. Immediate cancellation of my auto insurance policy with Mapfre Insurance.2. A full refund of all premiums that were drafted from my account. 3. Written confirmation of the cancellation and refund. I request that the Better Business Bureau intervene to ensure that my complaint is addressed promptly and fairly. I believe no customer should endure such an ordeal when attempting to cancel a service. Please let me know if any additional information is required to facilitate this complaint. I appreciate your assistance in resolving this matter. Thank you for your attention to this issue.

  Business response

  08/29/2024

  ******** **** ********* ******* ****** is writing in response to the Better Business Bureau inquiry dated August 19, 2024.  A thorough review of the file has been conducted.
  
  The Insured called **** on September 6, 2023, and advised that their policy should have been cancelled when they moved to ******   The insured explained that they had spoken with their broker, ******** ********* ********, when they tried to add a new vehicle.  The insured explained that their broker said that they did not provide insurance in the state of *****.  The insured then told their broker that if that was the case then it would be their last month.  ***** Customer Service Representative asked the insured if they had signed a cancellation form in which the insured replied that they had not.  The insured was sent a cancellation form and instructed to send in a copy of their declarations page showing current coverage so that the cancellation could be backdated.  
  
  In Part VI General Provisions, the policy states that You may cancel this policy by returning it to us or by advising us in writing when at a future date the cancellation is to be effective. Since a cancellation request was not received and the insured continued to pay their monthly premium the policy remained in force.
  
  On August 1, 2024, **** received the required signed cancellation form requesting to have the cancellation backdated to August 10, 2022, along with a bill of sale and a lease agreement for the insureds ***** residence.
  
  The information was sent to the Underwriting Department for review.  Since the Bill of Sale was not notarized or signed by the party that purchased the 2006 ***, the vehicles registration was ordered to verify ownership.  The registration showed that the insured was still the owner of the vehicle and had been valid through July 18, 2024.  In addition the insured still had a valid ********** license with a ********** address.  In consideration of all the received documentation and the information that was verified through third-party vendors, the request to back date the cancellation was declined. 
  
  However, after further investigation and review, **** has agreed to cancel the policy effective August 10, 2022, the date that the vehicle was sold.  Thank you for giving **** the opportunity to address the insureds concerns.
  
  
  Sincerely,
  Underwriting Department
  MAPFRE USA,******** **** ********* ******* (NAIC #*****) 

  Customer response

  09/04/2024

  
  Complaint: ********
  
  I am rejecting this response because: Mapfre Insurance company has failed to contact me to provide the details of the necessary refund payments for the policy that is to be back-dated. Without this crucial information, I cannot consider the matter resolved. I kindly request that Mapfre Insurance reaches out to me promptly to provide the required details so we can move toward an acceptable resolution.
  

  Thank you for your continued assistance in this matter.
  
  Sincerely,
  
  ******* ********

  Business response

  09/06/2024

  Dear ******* ********,
  
  A refund check in the amount of $1,311.13 generated and was mailed to the address on file September 5, 2024.
  
  If you have any questions or concerns regarding this information or have not received your refund, please dont hesitate to contact me at ***************************************************************
  
  Thank you,
  
  ***** *********
  Premium Accounting
  ***********************************

  Customer response

  09/12/2024

  
  Complaint: ********
  
  I am rejecting this response because: the amount said to be refunded is not correct. There were 18 payments past the date of the end coverage date. Secondly, Mapfre Insurance did not include any payment with the notice of cancellation with the documentation that was mailed on September 3rd.  
  
  Sincerely,
  
  ******* ********

  Business response

  09/17/2024

  Hello - In response to the supplemental concern received a refund check in the amount of $1,311.13 was mailed to ******* ********, *************************************** on 9/5/2024.

  Please let me know if there are additional questions, or concerns.

  Thank you,
  ******** *******
  Project Analyst, Senior - Premium Accounting
  *******************************************************************************************************************************************************************

   

   

   

  Customer response

  09/21/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have not received any payment as the address that was given to them is my current residence in *************. They mailed the check to my former address in ************ 
  
  Sincerely,
  
  ******* ********

  Business response

  09/24/2024

  Dear ******* ********, 

  I voided the refund check issued on 9/5/24 in the amount of $1,311.13 and reissued the check to the Texas address below. I apologize for the inconvenience.

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

   

  Thank you, 

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

  Premium Accounting

  Customer response

  09/24/2024

   
  Complaint: 22162894
  
  I am rejecting this response because:
  The address is still incorrect. My apt number is 1005! My address is listed on every piece of correspondence. It makes no sense that they would continue to send this paycheck to the wrong address. This is extremely frustrating an unprofessional.This company has neglected to directly contact me and has continued with these elusive practices. 
  
  Sincerely,
  
  Dr. ******* ********

  Business response

  09/26/2024

  Dear ******* ********, 

  I sincerely apologize for the inconvenience this has caused you. I put a stop payment on the refund sent on 9/24/24 and personally reissued the refund check to your correct apartment number and sent it today by *** overnight delivery. Please find the tracking number here ******************* Please don't hesitate to reach out if you have any questions. 

  Thank you, 

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

  Premium Accounting

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

  Customer response

  10/22/2024

  BBB received confirmation from the consumer that they had received the reissued check, and now considers the matter resolved.

*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. ↩