ComplaintsforMercury Insurance Group
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Complaint Details
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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
*********************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.Initial Complaint
10/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We filed a claim 8/19/2024 regarding damages to our home. They sent an adjuster who priced it $4000 less than the actual workers. He told me to get a plumbers estimate and I did. They sent me a check for $1192 less the $1500 deductible and the estimate was $9000. I called back and he insinuated that my estimate came from a friend who was a mom and pop business. He advised they dont take quotes from our homeboys. This was a reputable company that we found online. They sent out their contracted partner ******* and they quoted around the estimate as my guy. They sent out another company American Leak, and again another Representative from Servpro. After almost two months we are still waiting! Our workers were getting flustered because they thought we were procrastinating. Now the company wont respond to phone calls, emails, voicemails, or texts. I finally got a supervisor who told me it was nothing he could do to expedite it and I will just have to wait. I need this done! I have a hole in my house and I have been unable to wash clothes at home for months. Anything you can do will be appreciated.Business response
10/16/2024
We utilized the services of an Independent Adjusting firm to inspect the damages to your home and prepare an assessment of the damages. Based on the assessment of the independent adjuster payment was issued to you on September 11, 2024.
Thank you for your feedback regarding the delays in supplemental review process.
We received the repair bids from your contractors for review on October 1, 2024. The documentation was provided to the independence adjusting firm that prepared the original estimate of damage for review and consideration. We followed up during the process to expedite the review of the documentation and estimate. On October 16, 2024 we received the revised repair estimate from the independent adjuster and issued a supplemental payment to you in the amount of $4909.71.Customer response
10/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22398210, 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,
Lashawn Stokes
Initial Complaint
10/01/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I was in a car accident and my car was totaled. Mercury paid settlement and issued me a check. I used check on down payment for new car. Added new car to insurance next day. Two days later my new car was stolen and wrecked. Mercury is refusing to pay, claiming they had not closed out the first claim yet.Initial Complaint
09/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
They said they were charging me one premium when I signed up $1443 for 6 months. Then they charged me for an insurance policy that was $2,075 that I wouldve never signed up for. They scammed me out of my money and their business is predatory. I wrote down the premium number they told me on the phone and I have a witness.Initial Complaint
09/24/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Had this insurance for my home. They auto renewed despite my canceling they my agent. Numerous calls and non responsive. I bought home insurance elsewhere and they refuse to give me my 1486 dollars back. I am contacting the consumer fraud division of Arizona attorney general and seeking damages. My home payment went up to compensate for their thievery.Business response
09/25/2024
The policy has been canceled per the customer's request and a refund of $1,456.00 was issued on 9/17/24.Initial Complaint
09/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Someone broke into my car and tried to steal it. I found out at 5am the morning of September 13th it is now the 23rd. I contacted the police and filed a report and then called my insurance company to file a claim. They continuing to tell me that my vehicle needs to be inspected by a third party business in ***********, ** (where the incident happened), however I cannot get anyone to actually finish the job so i can have my vehicle fixed. I am a current medical student and i don't want to be upset, but this is putting a lot of undue strain on me and I just want it settled and my car repaired. the police report number is *********Business response
10/01/2024
We are working with our insured to complete the vehicle inspection.
We left messages for our insured on 9/13, 9/16 and 9/19
The vehicle was not at the shop in order for us to complete the vehicle inspection.
We are in contact with our insured and are working to get this inspection completed.
Customer response
10/01/2024
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
09/21/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I paid in full the bill for six months, yet I am being hit with a unexpected bill charge.Business response
09/26/2024
When the policy was written, it was quoted with a multi-policy discount for having both auto and home insurance with us; however, the customer does not have a home policy with **********************; therefore, the discount was removed from the policy resulting in the additional amount due.
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Customer Complaints Summary
340 total complaints in the last 3 years.
93 complaints closed in the last 12 months.