Mercury Insurance Group

The customer signed the application stating that all information was correct; however, when we ordered his Motor Vehicle Record, we discovered that the date of birth on the application was incorrect and we must properly rate the policy with the correct information We are unable to issue a full refund as there was coverage during the time the policy was in force; therefore, we cannot backdate the cancellation of this policy

Attached is a copy of the notice of cancellation that was mailed to the customer on 3/23/to the address he confirmed in his original complaint

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Mercury claims no damage they could seeSanta Monica Jeep service and myself claim that there is damageAs far as seeking medical attention a week after the accident, I was rear ended the afternoon before thanksgivingI had family in from out of townI thought my shoulder would be ok though sore but the pain became worse and at that point I went in to brentview urgent careMercury is lying [redacted] at Jeep service stated to the adjuster the damage was noticeable but the adjuster argued with him Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolutionPlease respond in this space ONLY] Regards, *** [redacted] On August 31st I text the broker *** [redacted] because I called him several times before but of coarse he is never available to speak to his clients unless is making money He immediately text me back when I asked about a quote for my Toyota Camry, but like I said previously he lied about money I was going to pay When I tried calling him about the bill was because he never mentioned to me that I had to come up with plus dollars a week later, if he had explained that to him I would have never ever added my vehicle cause I do not have that type of money to come up with So when he finally called me on 09/15/I was furious and told him what is going on ***, and he said oh I forgot to mention that to you because your policy is already paid until 11/so yes to need to pay the plus to continue the membershipI told him that was ridiculous and did not want the membership He then told me that my mother has to submit a cancellation request in writing as of 9/15/I told him I have been texting and calling him he said just have your mother submit the cancellation request So then I told him so then my add on should be cancel since my mother (policy holder) [redacted] did not call to add the Toyota Camry and he was furious Now, we have vehicles that do not have insurance because of [redacted] fault and misrepresentation and miscommunication with his clients My mother's car the Honda Pilot was vandalized and realized that we were not covered This is upsetting We had just paid over dollars to pay our cars until 11/ Now, he called my mother and apologized for everything and is waiting to get a quote approved I would be damn if I give him a bonus or commission He is FRAUD and it is making Mercury look bad after all these years we have been with them I will definitely ensure my voice is heard [redacted] will be cashing out..ASAP I spoke to Michael the supervisor and requested to speak to a manager The manager called me yesterday 10/23/at approximately 3pm 714-255-ext ***, My mother [redacted] (the policy holder) will be calling her back today The resolution we want is that we paid until 11/and should be covered until then, no need for a new incoming purchase for insuranceAttached is the text I sent [redacted] showing that 8/16/i called to ask him details about the payment, no call or textI called then text him right again to ensure I have proofOn Aug 31, I called and text him again, no answer,,, on Sept 11, again called and text to reply until Sept 15, he called and claimed he was on vacation like all the time, his excuse is always he is on vacation Please help me with this claim( please see attachement)

The Company set Mrs [redacted] Homeowners policy to non-renew due to loss frequencyHowever, should Mrs [redacted] submit proof that the fence was replaced such as providing photos or receipts, we will gladly review the proof in order to lift the non-renewal status of her policy

We sent a link via email to [redacted] on 8/12/ I would ask Ms [redacted] to check her spam folder and/or email permissions as she should have received the email link to obtain her two complimentary tickets The following is what we sent:

Good Afternoon,We are in receipt of your complaint with regards to your premium rate increase I have reviewed your file as well as your underwriting information The loss that occurred in October was not deemed a chargeable loss until 2/22/as we were awaiting the damages from the other party This loss occurred during the middle of your renewal period and did not affect your rates at this time However, on 2/23/a request to add your son to the policy as a licensed driver resulted in an increase of $dollars every months You recently provided proof of your son's good student discount which gave a premium decrease of $ The total amount to add your son as a new driver was $every six months The addition of your son to the policy is what triggered the premium increase Should you have any additional questions please do not hesitate to reach out to us Thank you [redacted]

Initial Business Response / [redacted] (1000, 9, 2015/10/07) */ October 8, [redacted] Dispute Counselor Revdex.com Complaint Department RE: ID# XXXXXXXX ON LINE RESPONSE; COMPLAINANT INFORMATION NOT INCLUDED AS REQUESTED Mr***: Please accept my apology for the delayed response; unfortunately we have no record of the first notification arriving at our office On September 8, 2015, the complainant contacted our claims department reporting that emergency transmission repairs were performed the prior week to his vehicle at an Aamco locationWe advised the complainant of the procedures to follow to submit the claim for review Later the same day our office received a copy of the repair invoice provided to us by the complainant as instructedAfter review, the claim was denied due to no prior authorization, noting that the invoice was dated 8/28/15, and the repairs were paid for on 9/2/15, indicating the vehicle was at the repair facility approximately daysAmple time was available for the repair facility to have been instructed to contact us Prior authorization is required by the service contract with an exception if an emergency repair is made at a time that our office is not open, which was not the case on this repairSee excerpt below from the service contract: EMERGENCY REPAIRS: A Mechanical Breakdown may occur that is unexpected, and is of a serious and urgent nature which renders the Vehicle inoperable or unsafe to operate during a weekend or after Our business hoursIn this case, if You are unable to reach Us to obtain Prior Authorization before repairs are fully completed, You may, at Your own discretion, wish to authorize the necessary emergency repairsHowever, if any portion of the repairs is being performed during Our business hours, You must have the repair facility contact Us as soon as our business hours commence and prior to the repairs being completed, or Your claim may be deniedYou are responsible for all expenses and Repair Costs if it is determined that the Mechanical Breakdown does not qualify as an Emergency Repair as defined by this Contract As a one-time accommodation, our office has agreed to provide coverage in the amount of $for this repairThis is per Aamco's discounted fleet pricing according to our agreement with Aamco, which is the same pricing as what we would have used if the claim had been called in to our office for prior authorization If this is accepted by the complainant, upon notification we can issue a check and mail it directly to the complainantPlease do not hesitate to contact me if you have any questions or concerns Sincerely, [redacted] MBP Claim Supervisor Mercury Select Management Co., Inc Initial Consumer Rebuttal / [redacted] (2000, 11, 2015/10/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) God Bless You, and thank you for having a good heart

Thank you for your feedbackAt Mercury insurance our goal is to provide excellent customers serviceWe value your feedback that we have not achieved our goal in the handling of your claim Following your telephone call to our claim supervisor and manager we discovered that the claims associate had not completed the estimate of damages to your homeAt the time of your call the claim associate was on vacation and we did not have access to the measurements and assessment of the damage completed earlier Your claim was reviewed with the claim associate on the day of his return to the officeHe completed the damage estimate, issued payment, and reviewed the claims determination with you by phoneHe provided a check and correspondence explaining the claim payment to you by overnight mail Please accept my apologies for the inconvenience caused by the delay Please feel free to contact me if you have any questions or if I can be of assistance [redacted] Branch Claims Manager

Re: complaint [redacted] Complainant: [redacted] To Whom It May Concern: We received complaint # [redacted] , on October 2, Since then, we have attempted to contact Mr [redacted] via telephone ( [redacted] ), and email ( [redacted] We have not received a response We have also contacted Mr***’s independent insurance agent, Auto Insurance Specialist, to see if they have heard from Mr***; they have not We have no record of Mr [redacted] purchasing a Mechanical Breakdown Protection contract from Mercury Insurance Until we are able to communicate with Mr [redacted] we have no way of investigating further Regards, [redacted] [redacted]

Mercury’s position in this matter is that our insured has not been proven to be at fault for the accident and the resulting damages and injuries The accident facts are disputed and as far as we are aware, there are no independent witnesses Our insured contends that he was traveling on Huntington Drive when the complainant's vehicle made a right turn onto Huntington Drive into the path of our insured who could not avoid colliding with the complainant's vehicle If the accident occurred as our insured contends, the driver of the complainant's vehicle would be at fault for making an unsafe right turn and failing to yield when proceeding from a red lightWe understand that the complainant and the driver of the complainant's vehicle contend that the accident occurred when the complainant's vehicle was stopped at a red light preparing to make a right turn onto Huntington Drive when the complainant's vehicle was rear ended If the accident occurred as complainant and driver of the complainant's vehicle indicate, our insured would likely be at fault for rear ending the complainant's vehicleThe two versions of the accident are conflicting and there is no independent evidence to prove which version is correct As such, there is no evidence to prove that our insured is in fact at fault for this accident Mercury supports our insured’s version of the accident and we respectfully maintain our denial of liability However, if the complainant has any additional evidence that the complainant would like to present to us for reconsideration of this matter, we are open to reviewing any such additional evidence

Mr [redacted] , we apologize for referring to you as the other Mercury driver involved in the loss, Mr***In our haste to review this file and respond to your concerns in a timely manner, we made an inadvertent error However the content of our response is still accurateOur prior response addresses why you were contacted by multiple people from Mercury, because both parties were insured by MercuryYou state the damages were discussed and that the damages in question were accepted as part of this loss As stated in our prior response, the Repair Coordinator for the shop discussed with you that the damage in question were determined to be not related to this accidentThe damages in question are some scratches to the left front bumper and as you point out, underneath your car in front of the front tire, which is the area behind the left front bumper These areas of damage were deemed to be unrelated due to the fact that this was an accident involving a lane changeThe major portion of the damage to your vehicle is to the rear driver’s side door of your vehicleWe are unable to relate damages to the front left and the area underneath the front left of your car to a side to side impact that occurred near the center of the left side of your carTherefore, unfortunately we will be standing on our denial of payment for those damages

The customer has been contacted directly and the matter has been resolved in his favor

Mercury Insurance Company worked together with the dealership to arrive at an accurate diagnosis of your vehicleWe have never received any complaints in regards to such practices you mentioned from this facilityIf you have any new information that would declare the damage to the Electronic Suspension Compressor to be related to the loss, please feel free to contact us and we will re-review this matter

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]

Mr [redacted] , Thank you for your inquiry During our investigation of your claim, you explained that you first noticed water damage on December 12, You reported the claim to Mercury on January 23, 2017, and explained that you found the damage to be minor so you did not report the claim earlier You also confirmed that the damage slowly got worse over the period of days, and that you took no action to mitigate the damagesAs discussed with you and as outlined in our letter to you, your policy specifically excludes any constant or repeated seepage or leakage of water or the presence of moisture that occurs over a period of days or more, which was the case in your claim The duration of the leak is evidenced both in the long term damages to your dwelling and your own testimony Additionally, as discussed, the policy requires that you report a claim promptly, but provides one year from the date of loss for a claim to be reported and investigated for coverage We are sorry that we cannot compensate you for your claim, but trust you understand our obligation to pay only those claims for which there is coverage under the policy

Revdex.com Complaint Number: [redacted] Policy Number: [redacted] Insured: [redacted] * [redacted] Response: When the application for a homeowner’s insurance policy was signed by Mr [redacted] , his agent quoted him with a multi-policy discount for having his home and automobile insurance with MercuryMr [redacted] was advised that in order to qualify for this discount, he would also need to secure an automobile insurance policy with Mercury by April 14, The agent confirmed that all of the paperwork was ready; however, Mr [redacted] was never in contact with them again to provide the payment for the automobile policy; therefore, the agency was unable to submit the application When our Homeowner’s department was notified that an automobile application was never processed, the homeowner’s policy was issued without the multi-policy discount as the policy did not qualify without the supporting automobile insurance policy active Response Summary: We have carefully reviewed this matter and have determined that we are unable to waive the $that is currently in collections

Called Ms [redacted] November 5, We attempted to explain our billing procedure to herI offered to waive the $late charge She stated she does not agree with our cancellation procedure and has started to shop around Ms [redacted] due date was 10-21-2014, a notice of cancellation for nonpayment was mailed 10-28-giving days to make payment without a lapse in coverage We informed Ms [redacted] we would accept a payment until 11-18-with a lapse in coverage from 11-08- The Email send to Ms [redacted] was sent to let her know she was still able to make payment with a lapse in coverage Mercury also displays all service fees with all Renewal offers

Mr***' policy was effective 7/7/ On 7/8/15, coverage was added to the policy per a request from Mr [redacted] and he was quoted an additional $1,for monthsWe then received a request to cancel the policy effective 7/10/ Per Mercury's policy provisions that are provided to the customer at the time the application is signed, policies canceled at the insured's request are subject to a cancellation penalty equal to 10% of the unearned premium Based on this charge in addition to the days of coverage we afforded Mr***, the outstanding balance of $is correct