Mercury Insurance Group

The California Department of Insurance mandates that we notify our Insured's when we believe they hold 51% or more liability for a loss.   Accordingly, based on the initial report that our driver entered an intersection after pulling from a stop sign and was struck by another driver...

who had the right of way, a preliminary decision was made to make the loss chargeable.  Our Adjuster subsequently completed a fair and thorough investigation and concluded our Insured held more than 51% liability for this loss.  The liability determination was reviewed by the Adjuster, Supervisor and Manager. It is not our practice to pay for claims we believe we do not owe to "gouge" our customers.  I can assure you our liability decisions are based in accordance with the California Vehicle code and not a complaint call. The other driver is claiming injuries and is represented by an Attorney.  The Bodily Injury settlement is still pending.

Management has noted your concerns and we apologize if the adjuster did not communicate that he may be out of the office for an extended period of time.  It is certainly not our intention to treat you unfairly and we will continue to work with your representative to resolve your claim as quickly as possible.

[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted]nd have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
They say that my dispute is with my shop of choice. They paid them in advance, so I had no way to accept or decline the repair of my car with said repair facility. Mercury's Estimate guarantee's safe repair. The repair is anything but safe, and is not to pre-loss condition. Since Mercury allowed the shop to guarantee repair for less than their estimate and paid them in advance, And they guarantee a safe repair they owe me either the amount to repair the car to a safe standard or the amount of diminished value. Mercury was ripped off by said company just as much as I was. There are at least $1,000 dollars worth of parts and 20-40 hours of labor that were billed but not completed. I had no way to refuse the repair. Since I am financially unsophisticated I feel both the repair facility and Merury are taking advantage of me. Since the insurance company paid in advance, The repair facility had no incentive to repair my car in a timely manner. It took eight and a half months to get my car back. The insurance company only supplied a rental fpr three months. I was left without transportation for five and a half months and now I'm left driving an unsafe car. If I were to be hit from behind again by a suv going 55mph I would most likely be killed due to the unsafe repair of the frame rails of the rear unibody structure. Here is a list of repairs by the shop of my choice that the insurance company who guarantees safe repair paid in advance to safely repair my car, did not repair safely: 1. The rear frame rails and unibody structure ate not properly welded. 2. The rear suspension is not properly attached to the structure. 3. The brake lines are bent improperly and hang down where they could catch on something. 4. They are not secured so they are always flexing and will eventually break. 5. They are touching the exhaust pipe which could boil the brake fluid which would render the brakes ineffective. 6. The fuel lines are bent and hanging down just like the brake lines and are touching the exhaust in two places which is a fire hazzard. 7. They are also rubbing the shock and could rub through. Which would also be a fire hazzard. 8.The rear brakes are improperly assembled and one has already came apart. 9. The left rear wheel was left loose. 10. Two nuts were left off the exhaust system. This is a carbon monoxide poisoning risk. I have tried on several occasions to get the insurance company to come and ispect their repair and see what $30,000 dollars got them and me but they have no interest in evan checking to see if mycar is safe or if they were defrauded much less whether my car is in pre loss condition. Their client hit me over a year ago and my life had been nothing but a mess ever since dealing with them, the repair facility, attorney's. Getting rides, borrowing cars all while making $837.00 a month car payments for a car I couldn't use and I no longer have any equity in. I had $11,000 in equity before the accident that is gone and I'm left to drive an unsafe car. If I were to die because of this repair not only would [redacted] be liable so will Mercury insurance group. I can fix the issues but, I will not until this is resolved but I will still be driving it, so wish me luck!

Dear Ms. [redacted], We are in receipt of your settlement demand and medical billing for treatment following your accident of 12/6/2013.  As we have advised the statute of limitations for your injury claim expired on 12/6/2015. Due to an oversight on our part resulting in a lack of notice...

to you regarding the statute of limitations for your claim, we are extending the time allotted to resolve your claim with you. The statute will be extended for 30 days following contact by your adjuster, [redacted] Guido by phone and/or correspondence. We anticipate speaking to you on 12/18/2015 and apologize for this oversight and anticipate reaching an agreed settlement with you.   Sincerely, [redacted]Arroyo Claims Branch Manager

Dear Mr. [redacted],
 
I have had an opportunity to review the matter.  I do not agree with your contentions that the
initial claims representative “repeatedly lied” or applied any “pressure” and there
certainly was no “intentional malice” as you have outlined.  These...

allegations are completely
unfounded.  With regard to the need for
future chiropractic care,  I have sent
you a copy of your chiropractor’s July 22, 2014 report that clearly outlines
“no future chiropractic care is needed.” 
In response to your demand for settlement, we have offered you $3,500.00
for your bodily injury claim. 
Furthermore, I do not see any reason why the Company should apologize
for the handling of your claim.  We
believe our offer is fair, given the information that has been submitted.  The handling of your claim has recently been
transferred to a new representative who you have been in contact with.  Please continue to work with the new
representative so that a settlement can be reached.Sincerely,[redacted]Claims Branch Manager

Mr. [redacted] was rearended on the 215 freeway.   He gave us information on the other party (there was no police report filed) that turned out to be incorrect.   We have just recently found the correct information and are in contact with their carrier to verify they accept...

liability for this loss.  The only time we waive deductibles is when another carrier accepts liability.  Otherwise, the deductible applies to every claim that is made.   Mr. [redacted] did not want to be paid until we could waive his deductible.In regards to his estimate, we only pay off of estimates where either the customer has had one of our appraisers inspect the vehicle and write an estimate or go to one of our approved body shops in the area and they will write an estimate.  Mr. [redacted] did go to one of our approved shops - Signature 2 Auto Collision and received an estimate for $2756.82.   There was a second estimate written for unrelated damages totaling $1353.86.   This may have been included on the two estimates that he obtained from the other shops.  We have now issued payment to him for $2756.82 less his deducitlble amount of $500.   We have advised him he can take our estimate to any shop of his choice for repairs.Thank you.

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

The policy term was set for 1/21/15 to 1/21/16. The total annual premium was $157.00 which the insured paid 12/2014.  A refund of $28.00 was issued to the insured 1/2015 for a policy change which reduced the total premium on the policy.  The policy was then canceled at the insured's...

request effective 7/31/15 and we do charge a $50.00 cancellation fee on any policy that is canceled during the first policy term regardless of the reason for cancellation.  Therefore, the insured was charged $68.00 for the period of time coverage was in force and the $50.00 policy fee and a refund of $11.00 for the overpayment was issued back to the insured when the policy was canceled final.

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]

An email was sent to this customer after the complaint was received asking them to verify if they had received the refund yet and to date, we have not heard back from them.

On 12/21/15, we sent Ms. [redacted] a notice advising that she had an outstanding balance on her initial policy.  A 2nd notice was sent on 8/25/16 advising that the funds were still due.  When Ms. [redacted] then rewrote a policy with us, we sent a notice on 11/3/16 advising that...

since the balance was still outstanding on her prior policy, we would then deduct it from the funds applied to her new policy and since her policy was set up for automatic payments, the payment was directly withdrawn from her account.  This was amount for was for unpaid premium from a prior policy and will therefore, not be refunded.

We have carefully reviewed the areas of concern that Mr. [redacted] has addressed in his complaint. The renewal offer that was recently mailed to Mr. [redacted] for the policy term beginning July 2, 2017 reflects a premium increase due to a speeding ticket with the violation date of August 30, 2016.  ...

The second factor affecting the premium is due to a general rate increase we had in California. Just some of the reasons insurance companies change rates are due in part to the escalating costs of repairing cars, the rapidly increasing costs of medical services and the growing cost of simply running a business.  Other reasons include adjusting rates to reflect actual loss experience.   Mercury applied for and received approval to change rates.  Not only are our new rates designed to generate adequate premium to pay the costs described above, but also our new rates are now more in line with the frequency and severity of losses that occur across all of the various risk classifications we have established.  The percentage of change indicates to what degree our previous rates were out of line with current loss statistics.   The general rate increase we had in California also affected Mr. [redacted]'s previous policy term beginning January 2, 2017 and the policy term beginning July 2, 2016.   In conclusion, we have reviewed every rating factor on Mr. [redacted]'s policy and can confirm that the rates being charged are in accordance with our rate structure as filed with the Department of Insurance.

Revdex.com:
I have reviewed the response ma** by the business in reference to complaint ID [redacted], and have **termined that this proposed action would not resolve my complaint.  For your reference, **tails of the offer I reviewed appear below.
Mercury insurance has denied liability based on false statements provided by their client [redacted] and solely based off of google earth pictures. And actual agent from Mercury insurance hasn't visited the location of the acci**nt which proves the according to the structure of that area that I was unable to cut [redacted] off and stop in the middle of the road. There is a middle separator that prevents [redacted] from maneuvering to the left which is why he rear en**d me to the right si** of the vehicle. If someone were to cut him off he would have rear en**d the left si** of the vehicle. After I was rear ended I provided My insurance card, registration, and license to [redacted] after the collision and asked if he nee**d police involved and he stated it wasn't necessary as it was a rear en**d. He only showed me his insurance card and didn't provide his registration or license. he told me he was an actor and that he didn't share his details. Since I got his insurance information, I trusted his word and continued to take pictures of both vehicles. At this point, [redacted] called his father and was on the phone for 10 minutes. I mentioned to [redacted] my children were being cared for by a baby sitter. He then got off the phone and I asked him one more time if he was sure that we didn't need to call the police. He once again confirmed that it wasn't necessary. As I was getting ready to leave he received another call from his father who asked [redacted] to stall me till his father came to the scene of the acci**nt. At this point, I was very frustrated that I was running late to pick up my kids. I told him that I had no intentions of waiting for his father so I called the police and reported the accident over the phone. And police officer over the phone told me as long as I exchanged information from the other party I didn't need to worry about waiting for his father. So I proceeded to leave, as I got in the car [redacted] kept trying to stall me and I got furious he was purposely trying to stall me for no reason and then I left. Mercury insurance has not provided any statement here that I provided sufficient video and photo evidence.In One video I asked [redacted] to explain to me  what happened, where you could see him quietly whisper that no we don't need to do that and then reaching to press the button of my phone to shut off the videoThe second video from the Dash cam shows that I was stopped at the light behind another vehicle when I was struck from behind where my camera blurs and shuts off. this vi**o completely confirms that [redacted] made false statements to police and his insurance company that I cut him off. But Mercury insurance hasn't brought this to evidence or sent me back the flash drive which I sent all the files to them in.The third video shows that [redacted] was talking to his father for a long period of time asking him for instructions on what to do.Mercury insurance claims that I didn't have a witness when the recorded statement was given to them. I had clearly told mercury insurance that I didn't need a witness, to begin with, or was required to give them a statement. But  [redacted] repeatedly told me that they cannot investigate further unless I gave them a statement. Although I didn't have information of a witness at the time I provided a statement as my car was inoperable and I needed it fixed as soon as possible. [redacted] and her supervisor ** [redacted] had purposelydeclined my claim for the damages to my vehicle were very severe. it was cheaper for them to fix their insured [redacted]s Vehicle.I have told the police repeatedly that I have video and photo evidence but the report was never completed by the investigating officer, [redacted] with relevant evidence. By this time Mercury insurance finalized their decision and denied my claim.Now that the witness came forward Mercury insurance still stalls the process of accepting liability for my vehicle damages and claim they need more information. They also have possessed my flash drive in hopes of hiding the video evidence and haven't refunded me the money for the flash drive.
[redacted]

Dear Ms. [redacted],
Thank you for the information regarding your lost wages following this loss. We are in receipt of a copy of your payroll check pay period 1/26/14 - 2/8/14. Sick pay indicates 16 hours and a handwritten note regarding one additional hour on 2/9/14. Thank you for the correction of total loss of earnings $178.50 in addition to the total of your medical bills $1328.65.
Our settlement offer of $6000.00 remains fair and reasonable as compensation for this loss. Fortunately, your injury complaints resolved with report of no further pain and you chose to stop the care you were receiving. Again, we are looking forward to resolving this matter with you. Please contact us to finalize your claim and we will promptly issue a release for your signature followed by payment. 
 
Sincerely,
[redacted]
Arroyo Claims Branch Manager

When the total amount billed to Mr. [redacted] was not paid by the due date of 3/16/16, a notice of cancellation was mailed to the customer on 3/23/16 advising that the policy would cancel effective 4/8/16.  Once a notice of cancellation is sent on a policy, the payment must be honored when first...

presented or the cancellation will remain in effect and a subsequent notice is not sent.

It's been 9 months now, still no resolution and Mercury's tactic to take as long as they can until they use all your policy funds to pay for their investigation. They would rather pay for their vendors to come into my home and mess around! Yet they want to give us only 1/3 of what they are obligated to! I needed baby proofing items for our 4th rental in 9 months, Yadira Galvan had to come to my rental and count every door, drawer, outlet,cabinet etc... it's been over 6 weeks... still they have not given us any funds to baby proof! We are also in the middle of an adoption, our little one is now 11 months old! Mercury insurance is a MUST NOT if you are working with any foster/adoption offices. I suggest anyone working with the state department to notify all caretakers of this, one day it maybe to late!

I am having the worst experience with my homeowners claim, this company is practicing "Bad Faith". Supervisor will threaten you, try to intimidate you, call you a liar even if you have proof. Clearance reports for mold and asbestos disappear, they will only use their vendors! The vendors will NOT give you any information about your own house! Even with the department of insurance CC'ed on emails they will lie! They will not help you, they will torture you and force a family of 7 to move 4 times in 5 1/2 months! They will only approve amounts that they feel you deserve, not what you paid for! My home is still under containment, I have a case with the department of insurance and I am looking for a good attorney! 9 preferred vendors, 5 abatements and only 1 clearance? We have problems! My home is still wet after 5 1/2 months, mold is growing and Mercury is acting in "Bad Faith"! I have been dealing with Rodrick Hill, he is suppose to be a supervisor but he is just a communication bully!

Review: I hired Mercury Insurance Group for: Liability Insurance (my insurance policy contract is from 11/29/12 to 05/29/13). I had an accident the morning of the 05/18/13, I reported my accident the same day; they have avoided the responsibility of coverage saying that "your policy was cancelled for non-payment of premium effective 05/07/13". I have proof of my payment, which they already know. After the accident, they have passed my claim to 3 different people, the last person attending my claim is [redacted], he now says that my policy got cancelled 5 months after I made the contract because I didn't presented enough information. I never received a call, a letter or an e-mail saying that my insurance was going to be cancelled because I needed to present more information. It seems like they have been trying to avoid the payment by inventing excuses for not paying. My policy number is [redacted]My claim number is [redacted]Desired Settlement: I want my insurance to represent me and be responsible of the damages that my accident caused, because that's why I payed for an insurance; and because my policy was paid from november 29/12 to may 29/13, and because I never received a letter saying that my policy was going to be cancelled after being effective for more than 5 months.

Business Response:
Dear Mr. [redacted]
This will acknowledge receipt of your request for assistance from the Revdex.com and your E-Mail message dated May 29, 2013 wherein you, in essence, disagree with the denial of coverage for this loss.
In your E-Mail of May 29, 2013 you stated, “I was told to leave my car where it was so someone of your company could see it (nobody went, it got towed and I had to pay more than 400 dollars). Mercury Insurance Company did not advise you to leave your vehicle where it could get towed.

The following is a timeline of the major policy and claims activity:
-12/5/12: Your producer, [redacted] Insurance Agency, contacted you via telephone regarding the needed transcripts for your Good Student Discount.
-12/14/12: Your producer contacted you via telephone regarding the needed transcripts for your Good Student Discount.
-1/16/13: An amended declaration page was mailed to you advising that the Good Student Discount had been removed effective 11/29/12.
-1/16/13: A notice of Premium Due was mailed to you in the amount of $38.00.
-4/9/13: A notice of Premium Due was mailed to you in the amount of $38.00.
-4/26/13: A Notice of Cancellation was mailed to you; you needed to pay $43.00 in order to avoid the May 7, 2013 at 12:01 a.m. cancellation.
-5/7/13 at 12:01 a.m.: Your policy cancelled for non-payment of premium.
-5/18/13: The loss occurred.
Mercury Insurance Company initially applied the Good Student Discount to your policy based on your verbal presentation that you qualified for same and that the evidence needed to qualify for the discount would be provided by you at a later date.
Unfortunately, the needed evidence was not provided so the Good Student Discount was removed resulting in an additional charge of premium. As your policy cancelled for nonpayment of premium effective May 7, 2013 at 12:01 a.m., prior to the May 18, 2013 loss, we are unable to provide coverage to you for this loss.
As such, we must respectfully reiterate our denial of coverage for this loss.
Pursuant to California Code of Regulations, Title 10, Chapter 5, Subchapter 7.5 Section 2695(b)(3), this matter may be reviewed by the California Department of Insurance, Claims Services Bureau, 11th Floor, 300 South Spring Street, Los Angeles, CA 90013, ###-###-#### or ###-###-#### (Out of State).

Consumer Response:

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.
I was acknowledged the same day I made the contract about the student discount, I brought the day after the information that the seller asked for (gave her printed information from my school website), she made a photocopy of my school ID. I don't understand why they keep saying that they talked to me through the phone or received letters saying that something was needed; that never happened. My grades are really good, I don't have the need to not show them; it would have been the easiest thing to do if they really needed more stuff, but I was never contacted: not through phone, not through e-mail, not through a letter. The moment I called my insurance they started inventing different things to avoid responsibility. First, they passed my case through 3 different adjusters, then they sent a letter saying that they had to make an investigation on my policy, and they recommended me to take care of the car (almost implying that they weren't going to cover anything); the next thing was 2 phone interviews (that happened when I called to see what was the status of my claim) the first time, they told me that I didn't make my last payment, and the second time, he said that I didn't give enough proof (I told him that I gave what she asked for from the school), then he just said that my policy was cancelled and that I had to take care of it by myself. I really need to take care of this problem, I don't understand why they are making it too difficult; everything has been difficult, but the payment I did to hire an insurance; it all seems to me that it is a strategy from the insurance company to avoid responsibility.Regards

Business Response:
This will confirm receipt of your rebuttal with respect to your request for assistance from the Revdex.com.
We acknowledge that you previously provided a copy of your 2012/2013 class schedule. However, that was not what was requested with respect qualifying for the Good Student Discount. We needed a copy of your transcripts showing the grades earned for the Spring 2012 semester or the current quarter grades. Your producer, [redacted] Insurance Agency, confirmed that they contacted you on numerous occasions to obtain the needed information. Please note, Mercury Insurance Company initially applied the Good Student Discount to your policy based on your verbal representation at the time of the policy application. Unfortunately, the evidence of your good grades was not received which resulted in the removal of the Good Student Discount and a premium charge.

The following is a brief timeline of the major policy and claims activity:
-12/5/12: Your producer, [redacted] Insurance Agency, contacted you via telephone
regarding the needed transcripts for your Good Student Discount.
-12/14/12: Your producer contacted you via telephone regarding the needed transcripts for your
Good Student Discount.
-1/16/13: An amended declaration page was mailed to you advising that the Good Student
Discount had been removed effective 11/29/12.
-1/16/13: A notice of Premium Due was mailed to you in the amount of $38.00.
-4/9/13: A notice of Premium Due was mailed to you in the amount of $38.00.
-4/26/13: A Notice of Cancellation was mailed to you; you needed to pay $43.00 in order to
avoid the May 7, 2013 at 12:01 a.m. cancellation.
-5/7/13 at 12:01 a.m.: Your policy cancelled for non-payment of premium.
-5/18/13: The loss occurred.
As outlined above, Mercury Insurance Company sent several notifications to you via mail to advise you of the premium owed; you have a duty to read the notices.
In your letter you state, “the moment I called my insurance they started inventing different things to avoid responsibility. First, they passed my case through 3 different adjusters, then they sent a letter saying that they had to make an investigation on my policy, and they recommended me to take care of the car (almost implying that they weren’t going to cover anything); the next thing was 2 phone interviews. We acknowledge that you were contacted by two different claims adjusters, however, this was due to the coverage question; we are not inventing. Also, it is your responsibility to minimize your expenses while we investigate a coverage issue on your policy and a letter was sent to you advising of the same. Please note, this letter does not confirm or deny coverage. Please note, we do appreciate your cooperation for the 2 phone interviews. Had your policy been in force we would have provided coverage and handled the claim.

Unfortunately, the Good Student Discount was removed when the transcripts were not provided. As such, you owed an additional premium. Although we sent you several notices to make that additional payment, no additional payment was received. There is no coverage for this May 18, 2013 loss because your policy cancelled for non-payment of premium effective May 7, 2013 at 12:01 a.m.
As such, we must respectfully reiterate our denial of coverage for this loss. Pursuant to California Code
of Regulations, Title 10, Chapter 5, Subchapter 7.5 Section 2695(b)(3), this matter may be reviewed by
the California Department of Insurance, Claims Services Bureau, 11th Floor, 300 South Spring Street,
Los Angeles, CA 90013, ###-###-#### or ###-###-#### (Out of State).

Review: I purchased an insurance plan with this agency and I was in agreement with the premium. However, I traded my 2009 Nissan for the exact same vehicle except is was a 2014. The new vehicle created a change in my bill which I did not agree to. After contacting that the agency, I opted to utilize the insurance premium that had been paid and terminate the contact. My bill was paid in full. However, I received a bill that charged me for cancelling my policy. I do not think that I breached my contract. The terms of our agreement changed when I was provided miss information by the agent. The agent stated that I needed to purchase a higher plan due to the new vehicle being leased. This was not only false, but raised the bill by $130.00. I feel that the agent breached the contract by providing me false information. I should not be liable for having to terminate a contract that I was mislead into purchasing. Had the agent not mandated me into purchasing a higher plan my bill would of remained the same. The rate change caused the breach; therefore I should not be liable for cancellation fees. This is minipulation.Desired Settlement: I will like not to incur early cancellation fees and have my bill readjusted to 0 as it should be.

Business

Response:

At the time Mrs. [redacted] was purchasing the 2014 Nissan at the car dealership, she contacted her agent for a price quote to add the vehicle to her policy. According the agent, the quoted premium that they provided to the customer was exactly the same as the revised premium once Mercury processed the change to add the vehicle to the policy. Mrs. [redacted] stated that the agent provided her false information by stating that the company she was leasing the vehicle through required higher policy limits and that she does not believe this to be true. In the process of investigating this Revdex.com inquiry, we contacted the company we show as the loss payee on the vehicle, Nissan Motor Acceptance. They confirmed that they do require the customer to carry the higher liability limits of 100/300/50 (thousand), that the agent advised the Mrs. [redacted] was required.

Review: On 11-20-15 I filed an accident claim. On 11/23 [redacted] from mercury ins calls and says I was not covered due to a rejected payment. The billing dept stated the payment that tried to be drafted on 10-15 was returned and they sent me a notice on 10-18 and a notice of cancellation on 11-4. I did not receive any notice. I had no knowledge my policy was cancelled until the claims rep [redacted] called me the morning of 11-23. He said he would inquire with billings and get back to me. I immediately went to my mercury account online which showed an amount due for my policy that was due on 10/29, and effective for the coverage of 10/30-4/30/16, and I paid it in full- $684. (Even at that time the system still showed me enrolled in automatic payments) If my policy was cancelled how would I still have the option to make the payment online for that policy. It isn't even 30 days late.
Now I sign on and that policy doesn't show. I want the policy I paid for reinstated.
I received a new bill to my email showing a new policy starting 11-24 - 5-24-16 and taking the payment I did yesterday and applying it towards that policy. I immediately emailed [redacted] proof that yesterday the payment I made was applying towards the policy still showing available under "my policies" online for the 10-30 -4-30 policy. He said well, the online system is not always up-to-date and may still show a policy as your policy even though it's not in effect anymore. I said how in good faith is a consumer supposed to know when they did not receive the paper notification of cancellation, and they still show the policy available online, and get a receipt of payment for said policy, that The policy was canceled? I also said that the representative who took my claim on Friday gave me no indication that my policy was canceled, and he said "oh well they can't see that information". How am I supposed to know that either? What I feel is this policy was still showing online as active and they are not admitting that.Desired Settlement: I just feel that there was no way for me to know my policy had been canceled, and in good faith seeing my history with mercury, I immediately would have made a payment or pay the policy in full had I known that the first payment never went through. Since they communicate by email with me on every sort of interaction, why did I receive no email about a cancellation of policy or the missed payment? I also feel as a consumer, I trust the online system as my source of information. The policy did not show canceled as of yesterday, and the policy online was paid in full. Please backdate my policy to be effective 10-30-15

Business Response:
December 9, 2015

RE: COVERAGE INVESTIGATION
NAMED INSURED: [redacted]
POLICY NUMBER: [redacted]
CLAIM NUMBER: [redacted]
DATE OF LOSS: November 20, 2015

Dear Ms. [redacted]:

We are in receipt of your request for assistance from the Revdex.com.

Please note we are investigating a coverage issue surrounding your policy, as it appears, your policy expired due to a returned payment. A second payment was received after the above referenced loss and your policy has since renewed with a lapse in coverage.

Presently, Mercury Insurance Company is working to resolve your concerns noted in your request for
assistance. A coverage decision has not yet been made and we will notify you of our decision as soon as possible.

Sincerely,
Mercury Insurance Company

Claims Department

Consumer Response:

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

Review: My claim is against Mercury insurance, my vehicle is theft was total out date 11/9/13. Claim Adjuster [redacted] , after I meet with him 11/19/13 gave statement, receive a call from [redacted] I will be able to keep rental, till claim was done. Now I receive a call from rental saying if I do not return the car, it will be consider embezzle. Contact [redacted] several time before and left Voice mail, he lied and [redacted] no message was ever left. Called his manager [redacted], left voice mail he states nno message. I was told I need to do another Oath examnination, which is no issue, yet I will not have a car to get there. I waas told from [redacted] he is not responsible for my life and hung up on me. Please pull all Mercury calls. I should not have to pay nothing out of my pocket, that is why I pay insurance. And now they are telling me they are going on vacation that I have to wait, this is not fair to me. No one taken ownership nor helping me, now I have no way to get to workDesired Settlement: I should not pay for car rental, because they have not close the claim, it has been more than 30 days

Business Response:
December 30, 2013

Revdex.com
4747 Viewridge Ave. #200
San Diego, Ca. 92123-1688
Attention: [redacted]

Re:
Dear [redacted]:

Thank you for sharing the above captioned complaint with us. The complaint is based on the type of coverage afforded for a rental car during the theft of an insured vehicle.

[redacted] is the owner of a vehicle that was reported stolen on 11/10/13 and the claim is currently being investigated by our Special Investigations Unit. Ms. [redacted]'s insurance policy provides rental car coverage for a maximum period of 30 days.
We routinely are able to complete investigations within 30 days of a loss but, sometimes they can extend beyond that period if we have difficulty gathering all of the needed information. In this particular case we have requested that Ms. [redacted] provide telephone records that will support the loss description, but we have not received those as of this date. Ms [redacted] has been made aware of this request several times. We also need to complete Ms. [redacted]'s Examination Under Oath. This is scheduled to occur on January 3, 2014.

Ms. [redacted] was made aware of the fact that her insurance contract allows for 30 days of rental car reimbursements and is not an open ended contract as described by this complaint. She was also made aware of the items we needed to complete the investigation, but unfortunately it has taken longer than expected to receive that information. We hope to resolve this matter soon with the help of Ms. [redacted], however, we are unable to extend rental car benefits beyond the contract period.

Please feel free to contact the undersigned if further explanation is required.

Sincerely,
Mercury Insurance Group

National Director
Special Investigations

Consumer Response:

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,

Consumer Response:
I have been with Mercury since 2003 and I feel as a customer today, they are treating as an animal! 11/9/13 my vehicle was stolen, I had an claim rep by name of [redacted], then I was pass to [redacted]. On 11/10/13 I was provided a car rental, I was called from someone in the Mercury rental dept by the name of [redacted], where as she states that they are going to have to investigate and I am keep the vehicle until the investigation is finish. On 12/19/13 I was called from Enterprise Car rental, and threaten that Iam embzelling their vehicle, I explain to them as what I was told. I was told from Enterprise to call Mercury, which I did. Mercury have put me in circles. I told them what I was told, they lied. I ask them to pull the call, because the recording does states all calls are recorded. [redacted] the supervisor of [redacted], basically laugh and [redacted] that to much to do that they wont, also he was so rude and a liar he hung up in my face. I been calling Mercury before, left voice messages where as they lied saying they never receive my voice mails. The claim is still open, I should not be responsible for Enterprise bill, all I wanted them to do is pull the call, which no one wants to do. Also I work in [redacted] and lives in [redacted], I have no way to work, I am losing money and may lose my job due to Mercury and no one cares. They should be responsible of the hours I am losing out of work. I have email Mercury on their web site for the Corporate Head Quaters to call me or email me, no respond. What can I do as a customer? Mercury said the car is total loss, and now they are telling my mother she sill have to pay insurance on a car that is total out. I want the Vice President of the company to call me, there is so much stuff to talk about and I feel so disrespected. Revdex.com can you call me?

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,

Consumer Response:

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.

I have been with Mercury since 2003 and I feel as a customer today, they are treating as an animal! 11/9/13 my vehicle was stolen, I had an claim rep by name of [redacted], then I was pass to [redacted]. On 11/10/13 I was provided a car rental, I was called from someone in the Mercury rental dept by the name of [redacted], where as she states that they are going to have to investigate and I am keep the vehicle until the investigation is finish. On 12/19/13 I was called from Enterprise Car rental, and threaten that Iam embzelling their vehicle, I explain to them as what I was told. I was told from Enterprise to call Mercury, which I did. Mercury have put me in circles. I told them what I was told, they lied. I ask them to pull the call, because the recording does states all calls are recorded. [redacted] the supervisor of [redacted], basically laugh and state that to much to do that they wont, also he was so rude and a liar he hung up in my face. I been calling Mercury before, left voice messages where as they lied saying they never receive my voice mails. The claim is still open, I should not be responsible for Enterprise bill, all I wanted them to do is pull the call, which no one wants to do. Also I work in Irvine and lives in Lynwood, I have no way to work, I am losing money and may lose my job due to Mercury and no one cares. They should be responsible of the hours I am losing out of work. I have email Mercury on their web site for the Corporate Head Quaters to call me or email me, no respond. What can I do as a customer? Mercury said the car is total loss, and now they are telling my mother she sill have to pay insurance on a car that is total out. I want the Vice President of the company to call me, there is so much stuff to talk about and I feel so disrespected. Revdex.com can you call me?

I wanted the call to be pulled, this was not to end resolution. Call to be pulled for [redacted] informing I can keep car rental and call FROM [redacted] the supervisor being a liar and hanging up on me

Regards,

Business Response:
January 30, 2014

Revdex.com
4747 Viewridge Ave. #200
San Diego, Ca. 92123-1688
Attention: [redacted]

Re: [redacted]
ID# [redacted]
Claim number: [redacted]

Dear [redacted]:

Thank you for sharing the additional request for assistance by [redacted]. The complaint is based on the type of coverage afforded for a rental car during the theft of an insured vehicle.

To reiterate the response to the complaint [redacted] is the owner of a vehicle that was reported stolen on November 10, 2013 and the claim is currently being investigated by our Special Investigations Unit. Ms. [redacted]’s insurance policy provides rental car coverage for a maximum period of 30 days. We routinely are able to complete investigations within 30 days of a loss but, sometimes they can extend beyond that period if we have difficulty gathering all of the needed information. In this particular case, our investigation has produced more questions than answers and our investigation is continuing.

Ms. [redacted] has requested that we review recorded telephone calls between her and the adjusters. The only calls recorded are incoming calls. The only call we were able to locate was the call where Ms. [redacted] first reported the loss. During this call Ms. [redacted] was advised of the 30 day limit for rental car coverage. As mentioned earlier, this is still an ongoing investigation and we are actively trying to find answers to question that will help us close this case. Until that time, we unfortunately will not be able to close this claim and we cannot extend rental car coverage beyond the policy limits

Please feel free to contact the undersigned if further explanation is required.

Sincerely,
Mercury Insurance Group

National Director
Special Investigations