Mercury Insurance Group

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.
(a) Firstly I did not claim that the actual damage was Noticed on Dec 12th.  What I said was that I saw puffiness on the wall paint besides the bath tub. Then on Jan 22nd I scrapped off the puffy paint and it started peeling off. I wasn't aware that the puffiness was a result of the Mold until I scrapped off the wall paint. (b) Secondly I pay the insurance premium so that damage such as this is covered and rectified by the insurance. It's atrocious that insurance company is avoiding the expenditure they must incut and looking into saving money and not providing the service they are bound to provide to their consumers.
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.
This does not resolve my conflict because we faxed over pictures on 7/30/15 at 3:49PM Thursday to Mercury Insurance showing them her ID, her insurance card, her car, and my car but yet she's saying she wasn't there, but the pictures prove she was there and all the pictures are dated 7/6/15 the date of the accident. The next day she texted my son admitting to be in an accident. She also told Infinity she was not in an accident. If her ID and insurance card were stolen there should be a police reported dated before 7/6/15 that her ID and insurance card had been stolen, because we have pictures of her license and insurance card on 7/6/15.I want my car fixed! She hit my son driving at an excessive speed in a construction zone if her windows had not been tinted so dark she might have been able to see better, and if she wasn't driving so fast trying to squeeze by the accident would have never occurred. In the meantime the damage on my car could be getting worse from the impact it took. It's not up to my insurance to fix it when it's her fault. Here is the mercury insurance number where we faxed the pictures to: [redacted] attn: [redacted] and her phone number is [redacted]
Regards,
[redacted]

[redacted]
 
 RE:     Complaint ID:              [redacted]
            Complaintant:              [redacted]
            Insuring Company:      American Mercury Insurance Company
           Our Insured :               [redacted]
            [redacted]                [redacted]
            [redacted]             [redacted]
 
 
Dear [redacted]                                         
 
We have reviewed the counter response dated November
2, 2014.  The Complainant, Mr. [redacted]
has retained an attorney to represent him in this matter and Mercury Insurance
Group has communicated directly with [redacted]. regarding Mr. [redacted]’s
claims.
 
Mr. [redacted] chose to have his vehicle repaired at his
shop of choice, [redacted]. Mr. [redacted] authorized the repairs and payment
was issued by Mercury Insurance for the cost to repair Mr. [redacted]’s vehicle to
pre-loss condition. The check was made payable to Mr. [redacted] and his shop of
choice. Mr. [redacted] was made aware of the payment and the fact his name was
included on the payment to the repair shop he chose, to address the damages to
the vehicle. If Mr. [redacted] did not give authority to the shop to cash the check
in question, then he should have his attorney contact me and we can discuss
this further.  I will forward a copy of
the front and back of the checks issued, to Mr. [redacted]’s attorney.
 
The main complaint here seems to be the workmanship
and safety of the vehicle itself. Please note that American Mercury Insurance Company
never guaranteed the work done at [redacted].  The repair estimate states “THIS IS NOT AN AUTHORIZATION
TO REPAIR. THE UNDERSIGNED REPAIR
FACILITY AGREES TO REPAIR
THIS VEHICLE USING INDUSTRY ACCEPTED EQUIPMENT AND METHODS, AND TO COMPLETE AND
GUARANTEE SAFE REPAIRS…” As
it appears the complaint pertains to the standard of completed repairs by Mr.
[redacted]’s shop of choice, we believe Mr. [redacted]’s claims are with his Shop of
Choice and not with Mercury Insurance Group. 
 
It is also our understanding that the shop has
offered to work with an independent appraiser to find out what the exact issues
are and to bring this matter to resolution. 
To date, Mr. [redacted] has not taken advantage of this offer.
 
We recommend that Mr. [redacted] have his attorney work
with this shop and an independent appraiser to bring this matter to an amicable
resolution.
 
Should you have any questions regarding the above or require
further assistance I may be reached at [redacted]
 
 Very
truly yours,
AMERICAN
MERCURY INSURANCE COMPANY
 
[redacted]

Revdex.com Complaint- [redacted] Dear Ms. [redacted],Thank you for your inquiry to the Revdex.com.  We are in receipt of your complaint and have reviewed our file with a focus on the events leading up to the inspection of your vehicle. We have confirmed inspections...

were missed due to internal mistakes within our Company.  Please accept our sincerest apology for any trouble or inconvenience we have caused you. Our goal is to provide the best service possible for all claims. I can assure you we will further evaluate how we can prevent this situation from occurring again in the future.     On March 6, 2017, payment was made to your selected body shop, Telesis Collision Center, in the amount of $3,864.43.  On March 8, 2017, we set up a direct bill for a rental for you while your vehicle is undergoing repairs.      Should you have any further questions or require further assistance regarding the current status of your claim please contact your adjuster, [redacted], at (800) 824-6194  ext. [redacted] Very Truly Yours,[redacted]Claims Branch ManagerSouth Bay Claims

We are in receipt of complaint [redacted]. There has been an ongoing coverage investigation regarding this claim. In addition documents submitted bring into question the date and time of the loss. We will be handling this matter directly with our customer.
Sincerely, [redacted] Claims...

Supervisor

Mr. [redacted], we apologize for referring to you as the other Mercury driver involved in the loss, Mr. [redacted]. 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 accurate. Our prior response addresses why you were contacted by multiple people from Mercury, because both parties were insured by Mercury. You 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 accident. The 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 change. The major portion of the damage to your vehicle is to the rear driver’s side door of your vehicle. We 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 car. Therefore, unfortunately we will be standing on our denial of payment for those damages.

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.This is the same response I received from they're customer service department. But charging someone  $250 for 3 days of auto coverage is insane and a straight rip off. If mercury had any decency they would simply charge me for the 3 days of coverage and refund my money
Regards,
[redacted]

Re: complaint [redacted]
Complainant: [redacted]
 
To Whom It May Concern:
                We received complaint #[redacted], on October 2, 2014.  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. [redacted]’s independent insurance agent, Auto Insurance Specialist, to see if they have heard from Mr. [redacted]; 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]

Initial Business Response /* (1000, 9, 2015/10/07) */

October 8, 2015
[redacted]
Dispute Counselor
Revdex.com Complaint Department
RE: ID# XXXXXXXX
ON LINE RESPONSE; COMPLAINANT INFORMATION NOT INCLUDED AS REQUESTED
Mr. [redacted]:
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 location. We 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 instructed. After 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 7 days. Ample 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 repair. See excerpt below from the service contract:
3. 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 normal business hours. In 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 repairs. However, if any portion of the repairs is being performed during Our normal business hours, You must have the repair facility contact Us as soon as our normal business hours commence and prior to the repairs being completed, or Your claim may be denied. You 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 $3948.14 for this repair. This 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 complainant. Please 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 /* (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.

Per Mrs. [redacted]’s complaint, she had requested to remove her daughter [redacted] and the 2016 Kia on May 29, 2017 due to purchasing a State Farm insurance policy for her.   Our records indicate that the agent Pacific Affinity Insurance sent the Company the endorsement to remove [redacted] and the 2016 Kia on June 13, 2017 with the effective date of June 14, 2017. The 2016 Kia was removed effective June 14, 2017 and provided a credit of $ 226.00. However, [redacted]as not removed from the policy until June 17, 2017 once the signed exclusion form was obtained which provided a credit of $ 644.00. Thereby, the increase in premium is due to the additional charge for covering [redacted] from May 27, 2017 to June 17, 2017 and the 2016 Kia from May 27, 2017 to June 14, 2017.     Therefore, the Company encourages Mrs. [redacted] to present proof that both [redacted] and the 2016 Kia were covered under the State Farm policy as of May 29, 2017. The submitted proof will be reviewed to possibly backdate the removal of [redacted] and the 2016 Kia from the policy.

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]

This will acknowledge the receipt of your letter dated February 24, 2015, regarding the abovecaptioned matter. Supervisor, [redacted], reviewed the file and provided the followingsummary.In his complaint, Mr. [redacted] is requesting a decision on his car regarding our failure toprocess the claim...

and to determine whether to flx or total his car.Review of our file indicates that the vehicle inspection assignment was sent out on February11, 2015. The inspection was scheduled for and completed on February 16, 2015. Based onthe extensive damages (see pictures), the Appraiser requested a tear down and re-inspection todetermine of the vehicle was a total loss. The re-inspection was completed on February 23,2015, and the Appraiser was able to reach an agreed price for repairs on February 25, 2015.The information was uploaded to the Adjuster, who issued payment on February 27, 2015 inthe amount of $11,409.62 to resolve Mr. [redacted]'s claim.We feel that the claim was handled timely. Any delays were caused by the need to break thevehicle down to determine if it should have been totaled, to re-inspect the vehicle and to thennegotiate an agreed price. We feel that Mr. [redacted]'s complaint is not valid, since a check wasissued as soon as it was determined that Mr. [redacted]'s car was repairable.Thank you for giving us the opportunity to review this matter and respond to this complaint.Should you have any questions or need any further information on this matter; please contactClaims Supervisor, [redacted], at [redacted] - Ext [redacted].Sincerely,[redacted]Branch Manager

Vehicle mileage is considered
a primary rating factor in calculating the insurance premium; therefore it is
imperative that we have accurate mileage estimates for all vehicles.  California law requires that we periodically
ask our customers to verify the annual mileage for all vehicles...

on the policy
and allows for the use of our own estimates if the customer does not provide us
with an update.  
 
Each time we offer renewal on
a personal automobile policy we send a letter with the renewal offer asking the
customer to contact his/her agent to provide the estimated annual mileage they
expect to drive in the next 12 months. 
At this time we ask for odometer readings for all vehicles on the
policy.   The letter states that if the
customer does not make contact with their agent to update the mileage estimate
that the renewal estimated annual miles included on the same letter will be
used to rate the policy.  We send this
out 30 days prior to the renewal date to give them plenty of time to contact
the agent with any policy updates.   If the customer calls to adjust the mileage after the renewal date, the change is made effective the date received and calculated on a pro-rate basis.  For example, if a customer calls and lowers the mileage 10 days after the policy renewal date, the customer will only be charged for the higher mileage amount for the 10 days that the vehicle was rated that way, not for the entire policy period.  All of our procedures, including the procedure pertaining to annual mileage have been approved by the California Department of Insurance

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

Called Ms. [redacted] November 5, 2014.  We attempted to
explain our billing procedure to her. I offered to waive the $5 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 10-28-2014 giving 10 days to make
payment without a lapse in coverage.  
 
 
We informed Ms. [redacted] we would accept a payment
until  11-18-2014 with a lapse in coverage from 11-08-2014.  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.

Dear Mr. [redacted],We are in receipt of your complaint to the Revdex.com wherein you advised it has been over a month and you have not received an update on the status of your claim and you called your representative three times, two of those times you left messages and did not receive...

return calls.Mercury Insurance Company recognizes that any accident can be stressful and frustrating.  Therefore, please be assured that the Company is committed to the prompt and fair resolution of all claims.Please be advised the claim was reported to our offices after hours on November 26, 2014 and the offices were closed November 27, 2014 through November 30, 2014.  On December 1, 2014 the claim was assigned to an adjuster.  The adjuster contacted you on December 1, 2014 and explained you had collision coverage with a $500.00 deductible and rental car benefits of $30.00 per day for up to 30 days while your car was being repaired.  An inspection was set up on your vehicle at Pacific Elite Collision Center in Long Beach.  To date we have not received an estimate on your vehicle.On December 1, 2014 the adjuster contacted the other party's insurance company, reported a claim and left a message for a call back.  On December 12, 2014 the adjuster called the other insurance company and left another message as no return call had been received.  On December 16, 2014 you contacted the adjuster and requested status.  The adjuster advised we were pending contact with the other party's insurance company.  On December 23, 2014 the adjuster contacted the other insurance company again and left another message requesting a return call.  On December 26, 2014 the adjuster called the other insurance company and left another message to return her call.  The adjuster also contacted you and left a message advising if you would like to have your vehicle repaired to contact us and we would waive your deductible and resolve your claim through your own policy.If you would like to repair your vehicle through your own policy please contact us at your earliest convenience and we will schedule the inspection and provide you with a rental reservation for a rental car while your vehicle is being repaired.  If you are unable to reach the adjuster directly please request to speak with the supervisor and he will be happy to assist you with your claim.Should you have any questions or wish to discuss the above please feel free to contact us.Sincerely,Mercury Insurance Company[redacted]Claims Manager

Reference Complaint # [redacted] The proof of prior licensing experience for the additional driver that was added to the policy was never received. There were several discussions with AIS and Mercury that customer had regarding needing this proof but it was never received. The rate was adjusted...

based on the only licensing experience that could be verified. Sincerely, [redacted]Customer Relations Manager

It's unfortunate that the customer felt we were not professional or ethical in our dealings with her.  I did not find anything in my review of the file that caused me concern.   The adjusters assigned were simply trying to outline our basis and reasoning for the evaluation we had put on her son's bodily injury claim.  On May 21, 2015 I left messages for Ms. [redacted] at two different phone numbers in response to her request for a phone call from me.  I am not sure how else I can be of assistance to the consumer as the claim has been settled and a release signed.    There would be no additional payments or negotiations to discuss.   Sincerely,[redacted] Branch Claims Manager

When Mr. [redacted] called in to change his address, only the mailing address was changed and not the physical garaging address.  After this change was processed, we then corrected the garaging address which generated the increase in premium.  Because Mr. [redacted] was not properly informed of this...

change in premium, we have reversed the increase on the policy.

I am in receipt of the above complaint which includes a statement of the problem and proposedresolution.I have reviewed the entire claim file including multiple conversation between the adjuster andthe complainant and conversations we had with our insured. I have also viewed thephotographs of the...

complainant's vehicle.This is a disputed loss that was reported to us by the complainant on 7/9/15. In an effort toconfirm the facts of loss as reported, we attempted to contact our insured. After multiple callsand letters, we were able to talk to her on 7/20/15. In that call, she told us that she was not in anaccident, the complainant has all the wrong information and her 2015 Mustang is not damaged.She also advised us that her insurance card was stolen.We have set up an inspection of our insureds vehicle in order to see if there is any damage orrecent repairs. It would also help us if the complainant supplied us with copies of the photos shehas of our insureds driver's license, insurance card, and vehicle and any text messages she hasfrom our insured. Once the above items are in, we will contact the complainant and advise herof our position.If you have any questions, feel free to call me at [redacted]