Amica Mutual Insurance Company

We are writing with respect to the complaint you filed with the Revdex.com. Per the voicemail message we left for you yesterday, 3/30/16, we have reviewed your account further regarding the outstanding balance owed of $381.00.  Once your policy had been cancelled, we received a...

payment from a current customer that had the same address as you.  In error, we applied their payment to your policy which resulted in a refund check being issued to you. When we transferred the payment to the correct account, it resulted in an outstanding balance for your account, generating a bill to you.  Due to our error of applying the payment to the incorrect account, we will not hold you accountable for the balance owed.  This will confirm you currently have no money owed to Amica. Please feel free to contact us at your convenience if you would like to discuss this matter further.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. . 
Sorry, you're wrong.  I am the executor of the estate.  I told [redacted] this in late July and he said he would send me something in the mail that would confirm this.  He never did.  I asked again.  He never did.  I said I would send him the Albany Surrogates Court document that showed this.  He said no.  What you people are doing is corrupt.  And by the way, I don't need to just be the executor of the estate…...the owner of the property - me - can cancel the policy.  I verified this information.  If you continue to practice this fraud (holding onto premium), I will go to a higher authority.  I expect to see the refund check within 3 days of the receipt of this message.  Btw, why did [redacted] tell me the policy was cancelled and then just leave it at that!!?  Never heard from anybody until October.  Do you want the Surrogates Court's papers like I originally offered you??  DO YOU?? You are criminals. 
Regards,
[redacted]

We are writing with respect to the complaint you submitted with the Revdex.com.   It’s our understanding that one of our representatives has been working on this issue and it has now been resolved. If you have any questions, please let us know.

We are writing with respect to the recent complaint you filed with the Revdex.com. After researching the events surrounding your recent Auto policy cancellation, and in consideration of the circumstances and your loyal association with Amica, we felt it was appropriate to reassess our...

initial decision. As such, we had a representative call you on Friday to discuss reinstatement of your Auto policy without incurring any premium increase. She reviewed coverage limits and payment options with you and subsequently rewrote your insurance. We regret the time it took to resolve this matter and hopefully we have restored your trust in us.  Thank you for your business and we look forward to serving you long into the future.

We are writing in response to the complaint you filed with the Revdex.com.With regard to your Automobile Insurance policy, we recognize there was a difference between the quotation you were initially provided and the actual premium to insure your truck.  As indicated on the quotes...

provided to you, proposals are subject to change and are not an offer of coverage.  Additionally, the electronic Application for Automobile Insurance that you signed is a request for coverage.  It is neither a contract, nor is it reflective of premium.  Prior to issuing the policy, the quotation for your truck was reviewed, and corrected in accordance with our current rates.  In the event a quote changes, it is absolutely our intention to reach out to our customers prior to the policy being issued. Unfortunately, our records indicate you were only notified upon receipt of the policy contract.  With regard to your Homeowners Insurance policy, when the policy was issued, we provided proof of insurance to your lender.  After your November 22, 2016 conversation with our office, we contacted your mortgage company via telephone to confirm proof of insurance.  Subsequently, updated insurance documents with the corrected mortgagee clause and loan number were faxed to your mortgage company’s insurance department. We thank you for your feedback and look forward to assisting you with any other insurance matters.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px Helvetica; color: #454545} Within their response, Amica failed to address any of my experiences in dealing with their company, and only restated the fact that the policy was not paid within their time frame (they are also incorrect in that the payment was rendered on 10/23 and not 10/24.). This was never in dispute. I was not at home to receive their October 3rd mailing, as was represented, in due dilligence, to their employee on 8/16 when I asked for the fourth time to change my payment details and advised them of my upcoming trip. Nor was I at home on October 20th, whence I was traveling and unable to access the internet, trusting that the word of their employee would be factual. But no, their company listened to my request yet failed to take action, and misrepresented their services.  Their method of defense was that I "successfully made payments online and via telephone". This proves nothing besides that it was out of necessity, because their administrative department proved too incompetent to provide such a basic service as processing payment details (which were confirmed as saved and authorized within their system). Out of all the representative I spoke too, all of them assured me they would be able to process payments automatically, and not one advised me that somewhere within their outdated website was a way to change my account. I'm sure in their "careful review" of my account, they would have noticed that my "file" has notes about requiring auto pay, or that I have attempted to contact their company at least 4 times to try and change my payment service. They have provided no explanation nor context for why my repeated requests to change my payment service were ignored, why my online account was deleted with no explanation, why I was sent a welcome packet instead of any information about cancellation. They did not (and will not) acknowledge any of this. They will only acknowledge that the policy was paid on x+3 date instead of x date, and use this fact to absolve their company of any culpability in their administrative failures that led to such a situation.   Regardless of whether Amica is legally obligated to provide any restitution, their business practices have been nothing but sloppy, misleading, and deceitful. A better company would want to emphasize with a paying customer's horrific experience and provide a restitution. They have been collecting money and providing absolutely no service. It's not surprising that an insurance company tries to weasel out of accountability in any way possible, but, at the very least, I'm glad that their deceptive, unprofessional business practices and incompetent administration are now public record. Shame on Amica.  Regards,
Caroline Bedard

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
I never received the cards, nor did the RI DMV. They have now threatened to reject my car registration and charge me a $300 fine. Not only that but according the people I spoke with on the phone, I was told I wa not insured.  Also, when calling to discuss this matter, I was verbally abused by one of your employees who refused to let me explain my situation, Nd to continue my conversation with a supervisor, which I was previously having.  I find it absurd that I am being forced to pay the $100 for the insurance With which I was never provided.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. The insurance company issued payment through direct deposit and I was given a copy of my updated home insurance policy. I appreciate the assistance in the manner and the employee I worked with was very efficient and worked quickly to resolve my issue.
Regards,
[redacted]

We are writing with respect to the complaint you filed with the Revdex.com. We would first like to express our condolences and apologize for any frustration this matter has caused. The policy written for the property in question listed your sister as the only named insured and named...

insureds are the only parties that have authority to make policy changes. When an insured passes away, changes can only be made by the executor or executrix of the estate. We recognize that you were listed as an additional insured on your sisters policy. While being an additional insured provides policy coverage, it does not provide authority to make policy changes, including cancelling the policy.       As we were unable to verify an authorized representative of the estate, we were unable to process your cancellation request. The policy was subsequently cancelled for non-payment of premium effective October 2, 2017 resulting in the balance due. We would be happy to discuss this further. Please feel free to reach out to our local office.

We’re sorry to hear this. If you would like to discuss this further, please don’t hesitate to reach out to us.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
as of March 23,2017 Amica received payment of 90dollars and so odd cents that made the policy good through May 1,2017 so they are wrong!!!
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. As long as I am not further billed and policy is backdated canceled to jan 2017, then case is closed.  It is important for me to note that I called in january to cancel and also sent a letter informing I will not renew come jan 26 2017.
Regards,
[redacted]

Revdex.com:
I have reviewed the...

response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

We are writing with respect to the complaint you filed with the Revdex.com. We have carefully reviewed your account and the policy change that was recently made. At your request, we quoted to add a new vehicle to your Amica policy and at the same time quoted to add your fiancé and his...

vehicles to your New Hampshire Amica policy, removing them from his Massachusetts Amica policy. Moving your fiancé’s automobile coverage from a Massachusetts policy to New Hampshire was the correct process, as we understand his vehicles were already registered here in New Hampshire. It does appear the premium change you were initially provided was incorrectly relayed to you when discussing the multiple changes and payment plan options, and we apologize for this.   Once all the information necessary to accurately rate your new vehicle was obtained, including verification of the vehicle identification number, we proceeded with the policy changes which included combining your fiancé’s policy with yours. The rate has been reviewed and is correct. We would be happy to review your policy with you to discuss any coverage, payment or discount options for possible premium savings.

We are writing with respect to the complaint you filed with the Revdex.com. We have carefully reviewed your Amica automobile renewal policy and have determined that the premium you are being charged is correct. Your renewal premium is being impacted both by a statewide rate increase...

Amica filed for in Florida, as well as a change in your rating level. We appreciate you taking the time to review your policy with us on October 23, 2017 in order to address your concerns.  As discussed, we have applied all discounts that you are eligible for based on the confirmed safety features of your vehicle and your billing preference. We apologize if at any point you were provided with inaccurate information and appreciate your patience while we identified the reasons behind the premium increase.  Additionally, we thank you for your loyalty to Amica over the years and invite you to reach out to us with any additional questions you may have.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
I would have responded, but Amica as of yet has followed through with the proposed refund. I spoke with the Amica representative on December 16, 2016. During this conversation, an acceptable solution was proposed.  I have not received my refund as of tonight. Therefore, I could not respond. Regards,
[redacted]

The company has contacted me and the issue has been resolved. Thank you for your quick action.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. AMICA offered no reasonable or logical explanation for the 50% reduction in discount.   Any explanation was vague and only explained a 20% reduction not the 50% that was applied.  AMICA Refuses to share any details on how they arrived at their figure and until they do so, they are able to practice bait and switch tactics freely.  They quoted at a competitive rate and now they are higher than both other quotes I received.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. . 
the vechile in question was insured through two company's through amica until may1,2017 and [redacted] family insurance as of April 17,2017 so check
Regards,
[redacted]

Dear Mrs. [redacted], We are writing with respect to the complaint you filed with the Revdex.com. Thank you for taking the time to speak with us regarding the cancellation of your policy and the issuance of a new policy. As discussed, we have carefully reviewed your account and confirmed...

the premiums are correct and in accordance with our filed rating plan in New Hampshire.  Additionally, the procedures used to provide you with a new automobile policy were also appropriate and in accordance with our policy. We note you used our on-line chat feature to communicate with two of our representatives initially and we explained the process of writing a new policy for your automobile insurance needs.  While we are sorry to hear you feel you were treated poorly, the information given to you was correct. Your account was in delinquent status for some time and several notices were sent before ultimately leading to the policy cancellation.   Once a policy is cancelled for non-payment of premium, a new application for coverage is required and the premium is based on the filed rates and rules effective at the time of the new application for insurance.    We thank you again for taking the time to discuss this with us and look forward to continuing as your insurance provider.