Mercury Insurance Group

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

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: 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: I filed my claim on the day of my car accident on December 22nd, 2014 and was initially told that the repairs would not take more than a couple weeks, January 6th, 2015, at the latest. However, due to negligence, my car was not delivered to [redacted] until December 31st, 2014, delaying the start of my repair by nine days.

After my car was delivered to [redacted], a Mercury Insurance vendor, on December 31st, 2014, I did not receive word from anyone about the progress of my car until I was contacted via email by [redacted], of [redacted] on January 6th, 2015 to sign authorization letters to start the repair. I sent him copies of the email back immediately and after not receiving word back from [redacted] for two days, I called back (January 8th, 2015). I was told that they had not received my email, so they did not proceed with ordering of parts. I forwarded the exact email that I had sent to him two days prior and finally received a response from him confirming that he had received the email, along with ANOTHER FORM to sign!

I don't know why it took so long for [redacted] to start on the repairs on my car or why it took so long for them to receive it.

Afterwards, I received an email from Mercury Vehicle Repair Tracking service on January 12th, 2015 and was told that my car was going to be completed on January 23rd, 2015, eleven days after tracking began.

I scheduled January 23rd, 2015 off of work, to prepare to be available to pickup my car on that day and was told the day before that my car was not going to be completed due to a National back order of a part and would be delayed a week, pushing the date to January 30th, 2015.

On January 30th, 2015, I did not hear a word from [redacted] or Mercury Insurance regarding my car, so I called [redacted] and was informed that my car would not be ready until next week, February 3rd, 2015. February 3rd, 2015 had come and gone and I did not heard from anyone at All Car Auto
Desired Settlement: I am requesting a reimbursement for the six weeks of auto insurance and lease payments on my car for the delay of my repair, due to negligence.

Business Response:
This letter will confirm we received your complaint filed with the Revdex.com of San Diego Imperial Counties. In your complaint you allege negligence in the handling of your claim. You advise your expected resolution of this matter is reimbursement of your auto insurance premium and lease payments for the 6 weeks you were without your vehicle.Your accident occurred on December 22, 2014. On that date, the Road America Towing pick up was canceled because you utilized a tow truck called in by the police officer at the scene of the accident. Your vehicle was moved to a tow yard other than that originally designated for the inspection. Your vehicle was scheduled to be moved to IAA on the December 24th. Unfortunately, holiday hours affected some processes on the 24th and 25th and on the subsequent weekend. However,we verified on the December 29th that the vehicle had arrived at IAA on December 24th. Your vehicle was assigned to be inspected for the next day which was December 30th. On December 30th it was determined that your vehicle was repairable and you selected a shop for the repairs to occur.On December 31, 2014, your vehicle was towed to All Car Auto Body for an estimate and repairs. On December 31, 2014, All Car Auto Body left a message for you,advising that the vehicle had been received and that that their facility would be closed for the New Year’s holiday from January 1, 2015 to January 4, 2015, re-opening on Monday January 5, 2015. On January 5, 2015 All Car Auto Body began the process of estimating the damage to your vehicle. They completed the preliminary estimate the following day, January 6, 2015. At that time, they emailed you the estimate for $8388.53 along with an authorization for repairs. On January 6, 2015, they received your response for tear down approval and placed the initial vehicle parts order to the manufacturer, Nissan. On January 7, 2015, the shop had a conversation with you about the initial estimate amount and the anticipated repair length. During this conversation they also advised of the possibility of parts delays.
On January 8, 2015, the initial parts order was received by All Car Auto Body, and they received your signature for the authorization for repairs.On January 12, 2015, additional damage was discovered during the repair process in the approximate amount of $2000. All Car Auto Body placed a phone call to you advising of the additional damage and the possibility of extended repair times. On January 13, 2015, you spoke with the facility and they advised you of the additional damage. They also advised you the seat belt for your vehicle was on National back order from the manufacturer and there would be a delay in receiving this part. On January 16, 2015, you were advised by the facility that the seat belt should be released by the manufacturer on January 23, 2015 and the revised completion date of repairs was updated to January 30,2015.

Unexpectedly, the seat belt was not released as anticipated, and it was not received by the facility until February 10, 2015. On February 10, 2015, the seat belt was installed and the restraint and air bag system was reset. The repairs were completed on February 12,2015. The total amount of the damages to your vehicle was $12,330.
Please refer to your policy, Part III – Physical Damage, Exclusion (i), which states,“This policy does not apply under Part III to any expense resulting from the loss of use of a motor vehicle; or to any loss whatsoever to the extent that the expense or loss arises by reason of the unavailability of stock repair parts or repair service in the vicinity of the place where the loss to the motor vehicle occurs or the stolen vehicle is recovered.
”The time-lines, including those described above, were lengthened due to hidden damages, back orders from your auto manufacturer, and the timing of two holidays which exacerbated the issues. We feel the shop kept you updated and they documented those issues which prevented a more expedient repair. It was our intent and that of the shop, to complete the vehicle repairs in a timely manner, but without compromising safety. Therefore, it was imperative that all safety items were completed before releasing the vehicle. We apologize for the inconvenience that the unexpected delays may have caused you.No delays were due to negligence. Mercury Insurance will not reimburse any amount for your auto insurance premium or your lease payments. Should you have any additional questions regarding this matter, feel free to contact me at [redacted], ext. [redacted].Very truly yours,MERCURY INSURANCE COMPANY[redacted]Manager, Claims Ops IIMountain Claims

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.

The reason my tow from Road America Towing was canceled was due to a 45 minute wait to get a Tow truck to the scene of the accident, which was blocking traffic. Not to mention, they would have towed it an hour drive away from the scene of the accident.

Review: I recently had an unpleasant experience purchasing homeowners insurance from MERCURY INSURANCE, due to their questionable business practices.
I purchased a one year, August 22, 2013 to August 22, 2014, homeowners policy, [redacted], thru [redacted] LLC, Michael Jeanmary agent, ###-###-####, paying the full year $966.00 via Visa On September 12, 2013.
Mercury inspected the property on September 17, 2013, and sent me a letter dated October 2, 2013 stating, There is siding missing from the side of the home. In addition to overhanging branches damaging roof, no mailbox, and railing missing and required on side entrance 3 steps, none of which is true.
I invited the agent to inspect the property to verify the false inspection report, instead he viewed the inspection photos and agreed siding is not missing. As a result of the false report I lost total confidence in MERCURY as my insurer, (wouldn't you?) and immediately signed on October 10, a cancellation release form retroactive to August 22 requesting full $966.00 refund. On November 4, 2013 the agent suggested I contact MERCURY to resolve full refund request.
On November 4, MERCURY Supervisor, [redacted], ###-###-####, refused to refund full $966.00, though MERCURY was released from claims back to August 22, 2013. [redacted] agreed to refund $825.00 on a pro rated basis back to October 10, and the check is in the mail. An additional $141.00 refund is expected, because MERCURY has the claims release retroactive to August 22, 2013, and filed a false inspection report.
MERCURY INSURANCE should be held to a higher standard to instill consumer confidence in its services.
Thank you.Desired Settlement: REFUND $141.00

Business Response:
Good afternoon,
We had sent a response to the customer for this issue on 11/21/2013. Attached is a copy of our response for your records with our customers information removed.
Thank you,
November 21st, 2013
xxxxxxxxxxx
xxxxxxxxxxx
xxxxxxxxxxx

RE: Our Policy #:[redacted]xxxxx
BB ID #: [redacted]

Dear Mr. xxxxxxxx:

Thank you for your letter dated November 15th, 2013 regarding the above referenced file. I have reviewed your policy and made the following observations regarding your home inspection.

1) There was no siding missing from your home.
2) There were overhanging tree limbs that constituted a hazard to your home.
3) There is no railing on the side steps to your home.

Each home that we insure undergoes an exterior inspection to review the maintenance and condition of the home to be insured. This is completed so that we can verify information provided on the application and provide our insured's the lowest possible price.
We have a third party vendor that visits your home to take photos of the premises and forwards them to our underwriters for review.

The indication of missing siding in your home inspection was an error on the part of our underwriter. I apologize for this mistake and this does not happen frequently. I will take appropriate measures to ensure that this does not occur to additional customers.

I am disappointed that this oversight caused us to lose you as a customer. If you would have called in and spoken with me I would have noted your file and there would have been no issues. I hope that you will consider insuring your home and auto with us in the future.

In regards to your refund, after insurance has been provided for your home we are unable to accept a retroactive letter of policy release. Your coverage began on August 22nd and your policy was not cancelled until October 11th. Your refund was pro-rated based on the period of time you were insured with us.

Thank you again, Mr. xxxxxxxx, for the opportunity to respond to your letter. We hope that this resolves your issues. If you have any questions or concerns, please call me at ###-###-#### or send me an email at [redacted]@mercuryinsurance.com.

Sincerely

[redacted] MBA, CPCU
Underwriting Manager NE Region

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.
Because Mercury sent me a false inspection report, I don't feel Mercury would have honored any claim I submitted, using the inspection report as plausable deniability. Therefore, I am requesting the $141.00 refund to satisfy a fair settlement.
Regards

Review: After approx. 3 years of having Mercury Insurance carry our auto insurance, and 3 years of timely payments, I asked Mercury to not cancel me, that if they could wait until the 10th of November 2014 for their payment and not cancel me. It was a matter of two days, Mercury sent a letter saying I would be cancelled at 12:01 am on Nov. 8, withno reinstatement. They have also been charging me $ 10.00 extra for paying in installments, which I have paid in a timely manner. They were unwilling to extend/work with me for TWO days, and would cancel and not reinstate me. Mercury sent me an Email this morning saying something different, that I had until the 18th of Nov. to pay, which was not written on their CANCELLATION letter to me.Desired Settlement: I would like a refund on the $10 extra fees all these 3 years, and I would like to learn why the letter says one thing and the Email says something different. This is sounding like a scam, and making a senior citizen pay the extra installment fee each payment, and even though they knew through my insurance agent, that I was going through some financial difficulty they were unwilling to go just 2 more days, and then cancel and not reinstate me. I told Mercury Ins. and my insurance agent that I was waiting for some expected money to come in, and my3 year record of timely payments, didn't seem to matter at all.

Business Response:

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.

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.
First of all, I let my agent know in advance I needed 2 extra days. She said that insurance companies have no heart and will cancel me on Nov. 7, if the payment is not received in their office by Nov. 7, plus they would not reinstate me, unless another application would be submitted. I was not late. I received a letter of cancellation that said at 12:01 am Nov. 8, my insurance would be cancelled. I was really confused/baffled when [redacted] at Mercury said DISREGARD the cancellation letter, AFTER the fact. How do you disregard a cancellation letter? He blamed it on the computer generated letter. [redacted] stated that all my payments had been timely over the past years, never once being late. He said he would reverse the $5 charge for late (I had not even been late as of that time). I reiterated that I had even paid the $10 per installment fee each time, too. He said "You even paid the $10.00! "Of course I paid. But now I think I was scammed.
I am asking that a total of 12 X $10.00 = $120 refund be given to me. If he is able to reverse the $5, he is able to reverse/refund $120.00. I was more confused with [redacted]'s explanation after I spoke with him. He said I had spoken to his supervisor, when I had not. The litany of charges that he used as an attachment is preposterous. Shame on Mercury for scamming the senior citizens who get their Social Security checks on a certain day, and ask/beg for a few more days! Shocking! How do you disregard a cancellation notice that is really for 10 days hence, but no one tells you that.
I had heard first hand how Mercury had dealt unfairly with someone else several years ago, not giving a fair auto value for someone who had her car totaled by someone who had Mercury Insurance. The was parked out in front of her work. MERCURY caused a lot of anguish to this person. Not only was her car totaled, but Mercury gave her a rotten deal.

Regards,

Business Response:

The installment was due 10/21/2014, since
the payment was not made by the due date a cancellation notice was mailed.
We offered to waive the late fee as a courtesy
for Ms. [redacted]. Our position remains
unchanged regarding the pay plan fees, since all fees are disclosed at the time
of the renewal.

Review: En el mes de octubre en la ciudad de [redacted] en horas de la tarde,el vehiculo toyota yaris 2008 color negro con placas 6ctg280 se involucro en un accidente con un vehiculo toyota rav4 1999 con placas desconocidas manejado por una menor de edad la cual evadio mi carril izquierdo a exceso de velocidad destruyendo la parte derecha de mi vehiculo,en el momento dicha joven huyo de la escena del accidente pero fue interceptada y se llamo a la policia el cual consigno un reporte #[redacted] sin ninguna informacion a favor de la menor de edad ya que la informacion en el reporte es enganosa,ya que el nombre, numero de poliza y otra informacion no coinciden asi como el numero de placas del vehiculo , llame a la aseguranza de la menor la cual no se el nombre real ,la aseguranza mercury insurance hizo unas cuantas gestiones pero hasta el momento ellos no encuentran el culpable siendo el culpable su asegurada ,necesito una respuesta por favor ya que ellos no quieren incurrir en los gastos de la reparcion de mi vehiculo.....Desired Settlement: estimate totals 1,819.97 [redacted] auto body [redacted] tel [redacted] damage assessed by [redacted], mercury insurance; APPRAISED [redacted] claim number 1[redacted]53-[redacted]

Business

Response:

Estamos en el recibo de su queja y entiendo su preocupacion con respecto a la reparacion de su vehiculo. Continuamos nuestra investigacion de este accidente, tanto en relacion con el conductor involucrado y la culpa por el accidente. Continuaremos para mantenerte informado de la situacion de nuestra investigacion y decision resultante de la misma. Podemos tambien resolver el reclamo con su aseguardora directamente si usted decide reparar su vehiculo directamente con ellos. Estamos mirando adelante para finalizar este asunto.

Review: My policy with Mercury was to renew on 12/01/15 so I submitted a cancellation on 11/20/15 to give enough time to cancel the policy and automatic payment that I am on. On 12/02/15 my bank account reflected a deduction for the renewal amount from Mercury Insurance.

Immediately I contacted my insurance agent regarding this matter. I was forwarded an email from Mercury stating there was a 'glitch' in their system and that is why the renewal fee was still deducted from my account. The email stated that I needed to submit a bank statement of the deduction or else a refund would not be processed until 12/15/15!

The next day I submitted the bank statement as asked to force the refund out as referred by Mercury Rep. It is now 12/12/15 and I have still to receive my refund in the mail. This is very poor business practice to take this long to issue a refund which was an error on the company's part. I even called and spoke to a billing rep who told me there is no way to expedite a refund.

In the mean time I have had the inconvenience of re-budgeting my expenses and spending because of this mistake. Very dissatisfied with the lack of urgency to correct an error like this.Desired Settlement: There is nothing to do but wait for a check in the mail. I wish it would have only taken 3-5 days for a refund but I have been waiting 10 days now! Not acceptable!

Business

Response:

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.

Review: I have filed on February 25 regarding a claim for theft and vandalism. Since then they have miscommunicated in a timely matter and given two adjusters to prolong this process. I finally got checks to reimburse partially for personal items, and finally to get the door fixed but not the hardwood floors replaced. Mercury Insurance sent their flooring adjuster and he claims the best way to resolve the floor is to get it replaced. However the Adjuster informed the Insurance it is fixable and they have the wood to fix it as like original. I made several attempts to get them to fixed it but no replies or any attempts to get this flooring fixed. I paid $600 for certified national flooring specialists to evaluate and give recommendation for flooring. Both inspectors recommended the flooring to be replaced. I sent the report and quotes to Mercury Insurance and their first respond is to inform me that they are refunding the $600 inspection fee and all attempts is to call vendor directly to schedule repairs, in which I did and stated. They are prolonging in this hold issue and I have filed a complaint to California Department of Insurance for the delayed and misdirection Mercury Insurance Group has handled this claim and process.
Product_Or_Service: Wood Flooring / 2012
Order_Number: ?
Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement
Refund for the average two estimates given to Mercury Insurance Group to replace all wood flooring immediately.

Business Response:

Dear
Mr. [redacted]:

Thank you for sharing your concerns regarding your claim. Please know
that we value you as a policyholder and have taken the time to thoroughly
review your claim file in its entirety.

At 4:43 PM on February 26, 2015 you reported to Mercury that you had experienced a
break-in the previous day. Contents were stolen and damage was caused to the
dwelling and other contents. The claim was assigned to [redacted], a
Mercury Claims Representative, on Friday, February 27, 2015. Mr. [redacted]
left a message with you on March 2, 2015. Contact was ultimately made on March
3, 2015, and Mr. [redacted] explained the coverages, benefits, and any special
limits and deductible under your policy. A recorded interview was secured from
you during this call as well.

On March 3, 2015 Mr. [redacted] assigned Coast Valley Claim Service, an
independent adjuster, to inspect the damage. Mr. [redacted] of Coast Valley Claim
Service inspected on March 6, 2015. He observed the damage to the front door
and to the engineered wood flooring. He reported that he felt replacement of
the flooring in the family and living rooms should be considered. Mr.
[redacted] contacted Delta Floors on March 6, 2015 for an expert opinion to
determine if a match could be found for the damaged floor or if full
replacement was warranted.

[redacted] of Delta Floors was able to identify the type of flooring and
advised that it was still being produced. He offered to inspect and prepare an
estimate based on his findings. Mr. [redacted] requested that Delta Floors
contact you to arrange a time to inspect. Delta Floors contacted us on March
11, 2015 advising that they contacted you and were not allowed to inspect as
you had not heard from Mercury regarding this. Mr. [redacted] contacted you on
March 11, 2015 requesting that Delta Floors be allowed to inspect. They
completed their inspection on March 12, 2015.

In the interim, your Affidavit of Loss and Inventory forms were received by
Mercury on March 4, 2015. No proof of ownership for the stolen items was
submitted with these documents. Mr. [redacted] left you a message on March 13,
2015 and requested any proof of ownership for items listed in your inventory of
stolen contents. You returned his call the same day and advised you could
gather some receipts for some of the items. The receipts were received on March
16, 2015, and we forwarded the inventory and receipts to Insurer’s World
(Enservio) the same day. This is the company we used to assist us in confirming
the value for each item. The valuation was received, and we issued payment to
you on March 30, 2015. Payment was based upon the coverages and special limits
pertaining to the items that were stolen. This was outlined to you in the
letter accompanying the payment.

On March 13, 2015 we received an email from Delta Floors advising that they may be
able to match the floor but would need to purchase a box and compare with your
flooring. Mr. [redacted] approved this course of action to determine if the
floor would match. Delta Floors sent you an email on March 19, 2015 confirming
that a box of flooring had been ordered. You sent an email to Mr. [redacted] on
the same day asking for an explanation of the email you received from Delta
Floors. In your email you demanded that the entire [floors] be replaced without
question. We understand that Delta Floors attempted to schedule a time to come
out and bring samples of the new floor to see if they would match. While we are
unclear about the exchange between you and Delta Floors, we understand that
there was some disagreement with having them come out.

Your claim was reassigned to Mercury Claims Representative, [redacted], on March
19, 2015 for continued handling. She sent a letter and contacted you to advise
you of this change on March 20, 2015.

On March 27, 2015 Mr. [redacted] of Delta Floors emailed you and requested an
opportunity to bring the flooring samples out to compare with your floor. After
some back and forth emails between you and Mr. [redacted], you provided a
window for him to come out on Monday March 30, 2015 between 7:30 and 8:30 AM.
Mr. [redacted] was not available during that time, so a time was never agreed
upon or scheduled.

On March 30, 2015 we followed up with Delta Floors for a copy of their report and
repair estimate. They provided their repair estimate based on their initial
inspection and recommendation that a repair might be possible as the flooring
was still being produced. We reviewed their repair estimate and issued payment
on March 31, 2015.

Also on March 30, 2015 we received copies of the door bids you submitted to Mr.
[redacted], the independent adjuster. We reviewed the bids and issued payment for
one of them on March 31, 2015.

On April 1, 2015 you provided a bid to replace the flooring and also advised that
you were waiting for a flooring quote from two other flooring specialists. You
indicated that you would be submitting their fees for their inspections. Mrs.
[redacted] replied the same day and advised that we are not able to consider the
fees of your flooring experts for their inspections. While you are at liberty
to obtain any quotes for repairs to your home, we are not responsible for
charges related to these quotes.

We received a report and quote from [redacted], one of your flooring experts,
on April 7, 2015. Mrs. [redacted] reviewed his opinion and replied to your email on
April 8, 2015 again advising that Delta Floors found two possible matches to
your floor. You were reminded that until a repair is attempted we would be
unable to consider full replacement. You claimed that you had left several
messages to Delta Floors to schedule an appointment to compare the flooring.
Delta Floors claimed that they never received the messages. We received a copy
of your email to them from March 31, 2015 requesting that they perform the
repairs. According to an email from Mr. [redacted], Delta Floors was hesitant
to schedule a time to do this as they felt your behavior towards them was
aggressive and demanding.

On April 14, 2015 we received your letter of April 10, 2015 wherein you returned
the check we issued for the repair to the flooring. We returned this check to
you in our letter of April 16, 2015 as we knew that we owed at least that
amount. There was no reason to return the check to us as your claim was still
open pending the comparison of the flooring samples.

On April 16, 2015 we issued a payment for the contents that were damaged in the
loss. The damaged contents were evaluated by Strictly Contents and you were
provided with their report.

On April 17, 2015 you contacted Mercury Claim Supervisor [redacted] and asked
about how to move the claim forward. He offered to inspect with Delta Floors to
determine if the flooring samples would be a reasonable match. You accepted
this offer, and Mr. [redacted] contacted Delta Floors on Monday, April 20, 2015, to
make the arrangements. Mr. [redacted] also contacted you the same day to advise that
Delta Floors would be contacting you to schedule the inspection.

On April 24, 2015 Delta Floors and Mr. [redacted] inspected the property and compared
the flooring samples with your flooring. While the samples were very close in
appearance, it was decided that a patch of the new flooring would be an obvious
difference compared to the flooring around it. It was decided that Delta Floors
would provide an estimate for complete replacement of the wood flooring in the
living and family rooms. This estimate was received and a supplemental payment
for replacement of the continuous wood flooring issued on April 28, 2015. To date we have issued a total of $32,271.55 in claim payments to you.

Your claim is still open given the continued communication between you and
Supervisor [redacted] regarding the flooring replacement. In reviewing your
claim, we do not feel that we have mishandled any portion of your
claim. We will continue to address any concerns you may have regarding this
claim until it is resolved.Thank you,[redacted]

Review: A claim was filed with Mercury insurance company due to an accident taken place on January 24, 2015. It's bee over a month since the filing and has yet to be rectified. Due to the excessive delay of the services I have received an eviction notice as well as having my utilities cut off. I have also had to borrow against my vehicle that was paid in full and has now been repossessed.Desired Settlement: Repair my vehicle with no charge as well as damages accrued due to my inability to work.

Business Response:
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

Review: I recently received a renewal notice from Mercury Insurance for an auto policy I hold with them. Mercury had increased the expected mileage for both vehicles on the policy by 1.500 miles per year and calculated my premium accordingly. Because I have auto payment setup, had I not reviewed the updated policy I would have been charged an extra $105 for the 6 month term of the policy. Mercury had never done this before, so I consider myself lucky to have even reviewed the policy and not lost out on any money. I spoke to my agent about this who defended the practice because the renewal document did state that I should contact my agent if any of the information did not seem accurate. Having said that, I feel that there are probably many more customers out there who would have not seen their adjustment and unintentionally paid the increased premium. My agent also noted that consumers could call at any time the new policy is in effect and adjust the mileage, but that it's not retroactive, so once an inflated premium is paid, that amount of the premium paid is lost at that point.Desired Settlement: I find this a very misleading and unethical practice and feel that it should be stopped immediately. Mercury should never assume a customer's mileage without discussing with the consumer first.

Business Response:

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

Review: I received a flyer in the mail from Mercury Insurance advertising "Get 2 Free PADRES TICKETS Go on line and complete a fast, free car insurance quote and we'll give you a voucher good for two (2) free Padres tickets."I went on line completed all requirements and went finished providing the required information I was only able to select "buy now" or "complete later. I did not get any indication I was to receive the voucher for the promised Padre tickets. I then called the toll free number posted on the website I was told this promotion wasn't being offered by all Mercury agencies. I may be premature since I am to receive an email within 10 days.Desired Settlement: I want 2 Padre tickets if I am not contacted within 10 business days by Mercury Ins.

Business Response:
Response to Complaint
ID# [redacted]:
Thank you for taking the time to get an online Mercury quote. The promotion rules clearly state that Ticket voucher redemption information will be sent via e-mail
within ten (10) business days to the e-mail address listed on the quote. The
Padres and MLB Entities are not responsible for emails not received due to spam
or junk e-mail filters, entrant incorrectly entering e-mail addresses or any
error in transmission.

Our records indicate you completed two (2) Mercury quotes on April 24, 2013,
the first one at 4:12 PM and the second at 4:39 PM. Even though you completed multiple quotes online, you are only eligible to receive one (1) voucher, which is redeemable
for two (2) tickets. According to the rules, Maximum of two (2) complimentary tickets per household, street address, IP address and/or e-mail address, regardless of the promotion and/or offer. Multiple quotes from the same household, street address, IP address, and/or e-mail address within a 120 day period will be disqualified.

Furthermore, after researching the issue, we show that your voucher redemption email was
sent out May 2, 2013 to the email address you included in your quote. If you
haven't received your voucher email, it's possible it went to your junk mail
folder. Please check that folder. If you have further question, please email us
directly at [email protected].

Was quoted monthly premium of $95.00 . When policy processed I was charged then $159.00 premium per month. I have no points on my driving record. I then cancel my insurance but they still process the next months premium of $159.00. I call to request my refund only to find out they charged me a cancellation fee which is 10% of the total premium leaving me with only $80 due to me in the next two to three weeks. This company is a scam. Be very careful before you proceed.

Review: I changed my policy on 2/10/16 and was told that if I did before my billing date I wouldn't be charged the full amount since I took a vehicle off my policy and dropped my premium. On 2/19/16 I was charged a full amount of 189.20 witch caused my account to be overdrawn and charged a fee from my bank. I should not have been charged that amount and when I called to straighten it out I was told they couldn't do anything about it.Desired Settlement: Credit back my account and pay the fee my bank is now charging me since I was told I would be charged the full amount.

Business Response:
For Complaint# [redacted],The customer was sent a revised bill on 2/11/16 advising that the credit and revised bill for his payment would take effect on March 17, 2016. We never advised that his new bill would be reflected on his payment for February. Therefore the amount that was billed for his February payment was correct and there are no out of pocket fees owed to the customer. [redacted]
Customer Relations Manager

Consumer Response:

[Provide details of why you are not satisfied with this resolution. Please respond in this space ONLY]
The revised bill stated that I have a credit as of 2/12/16. That credit was valid till after 2/17/16. So the revised bill they send wasn't a current as it has false information on it. So the one they sent is invalid and not a correct bill.

Regards

Business Response:
[redacted],There is no record of advising the customer that his payment for February would be lower due to the changes made on the policy. We stand by the bill which was sent on 2/11/16 advising that the credit for the changes made on the policy would be reflected on his March payment. A copy of that bill is attached.Sincerely, [redacted]
Customer Relations Manager

Review: Involved in 3-car hit and run that was found to be the fault of the other two parties. Information was collected for both parties because I was able to snap a photo of the license plate of the party that fled the scene. My insurance company, Mercury Insurance is refusing to repair all damages caused in the collision. I am having to come out of pocket for damages that occurred during the collision but I also had to pay an insurance deductible and diagnostics fee to the original repair shop. I was found not to have any fault in this collision and diagnostics would have been payable by my insurance company because all damages were absolutely accident related. The insurance company does not have my best interest in mind and is forcing me into paying for repairs that should have been covered by them. They are making up reasons with no factual findings to support the denials of the repairs. The sheer inertia of the rear impact was more than enough to break and/or damage the rear hub wheel bearings and the damage does not require direct impact with the wheel as the Insurance company is stating. Research and information received by knowledgeable mechanics shows that hub wheel bearings need only be replaced if they are defective or damaged during an accident. No prior defects with the hub wheel bearings existed and were directly caused by the accident. The insurance company should have also waived my deductible based on the collision report prepared by the California Highway Patrol that cleared me of any fault in the collision and provided all of the information necessary to file claims against the other two parties that were found to be at fault in the collision. I have documents and recorded conversations that support this entire complaint, including the original repair shop stating that they could not be 100% definite that the damage was not collision related and including a thorough inspection of the vehicles brakes and wheels just days before the collision.Desired Settlement: Reimbursement of $500 for deductible. Reimbursement of $109.95 for diagnostics fee charged by insurance preferred repair shop for issues directly related to the accident. Reimbursement of $950 for repairs to left and right hub wheel bearings. That is a total reimbursement of $1,559.95 for denied and unwaived charges that should have been covered by my insurance coverage.

Business Response:
Dear [redacted]:We are in receipt of your complaint addressed to the Revdex.com relative to the rear hub, bearing, and speed sensor issues with your 2004 Nissan Armada. You indicated that the desired outcome would be payment of your $500.00 deductible, reimbursement of the $109.95 diagnostics fee and payment for the $950.00 for charges to fix those items. It appears theeuctible was paid to you on December 23" and the diagnostics fee was paid on December 31*.The check on the 31* was in the amount of $455.88. This represents the $109.95 diagnostics fee, $110.08 for parts and $235.85 for labor. Those amounts were paid based upon the receipts/invoices provided by you to Mercury for the work that had already been completed.We do not have any invoices relative to the remaining $729.97 that you have referenced. Please forward those receipts at your earliest convenience for our review.

Review: I sold my Toyota Camery 1998 in 11/05/11. I contacted Auto Insurance Specialists who is a reseller of Mercury Auto Insurance right after I sold the car. A few months later I noticed I was still paying for the insurance. I have contacted them multiple times to get this resolved, but since I did not have the DMV form they refussed to remove it from my insurance. I have been paying insurance on this vehicle since that time and tried to speak to a supervisor and they refused to call me back. I have gone to DMV on mulitple occations to get proof, but since I no longer owned the vehicle they refused to back date it stating that Mercury Insurance would not allow them to do that.

I finally was able to track down the buyer of my vehicle and he provided me with a copy of the DMV statement showing the car was transfered on 11/05/11. I don't know how to attach the proff that this care was sold as of this date.Desired Settlement: I am requesting Murcury Insurance reimburse me for the insurance from 11/05/11 to present. Since I have multiple cars with them, I do not know how to break out the exact dollar amount of this vehicle.

Business

Response:

[redacted] called her agent, Auto Insurance Specialists (AIS) on March 19, 2012. She informed the agent that she had sold her 1998 Toyota Camry in September, 2011. She was advised that

a request could be made to Mercury to backdate the change to the date of sale, but proof would be required. AIS offered to remove the vehicle effective the date of the call but Ms. Searle declined.

AIS spoke to the Searles on four other occasions: March 19, 2012; March 23, 2012; March 28, 2012 and December 30, 2013. Each time, they were advised that proof would be required to backdate

the deletion of the vehicle and each time the AIS representative offered to remove the vehicle effective the date of the call. If the Searles now have the evidence of sale, they may fax it to [redacted]

or email it to [email protected]. They should include their name and policy number. Mercury will review the evidence and backdate the deletion if warranted.

Thank you,

Mercury Insurance Group

P.O. Box 1150, Brea, Ca 92822

(714)671-4704 [redacted] (714) 671-4720 Fax

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 faxed the DMV proof the car was sold on 11/5/11. I was forced to find the individual that I sold the car to and beg to get a copy of the new DMV owenship. I still do not understand why the insurance company could not get this info from the DMV. DMV refused to provide me with it, because I no longer owned the car, and AIS kept to go DMV to get proof.

The response from Mercury is not correct. I called shortly after I sold the car. I understood it was taken care of. I did not notice it unil the next insurance certificates were sent out since they are sent out every 6 months. I I contacted AIS on multiple occations to resolve this and they would only cancel it as of that date (not backdate to when the car was sold). I requested supervisor to contact me and never got a call. AIS is not a responsible agent. When I ensured my Sprinter I did it online several times only to find out it did not work. I than called and after working through some issues and calling back the next day did I finially get proof of the insurance.

Regards,

Business

Response:

We are returning the attached correspondence as we are having difficulty in matching it

with the proper file.

It is our desire to render prompt service to you in handling all incoming correspondence.

Please help us by providing the information requested below.

After completion of the requested information, please return along with the attached

correspondence to the address indicated above.

Sincerely,

MERCURY INSURANCE COMPANY

MAIL SERVICES DEPARTMENT

Our Policyholder/Insured's Name------------------

Our Policy Number -----------------------

Our Claim Number/File Number -------------------

Our Adjuster Handling the File-------------------

Date of Accident or Loss ---------------------------------

Mercury Insurance Group

PO Box 82167

San Diego CA 92138

Dear Representative Mercury Insurance Group:

SAN DIEGO

AUG 15 lOU

CLAIMS

Consumer

Response:

Mercury Insurance Verification.

Business

Response:

We have resolved this according to the customer's request. We issued a refund check to the customer for the disputed amount on 8/19/2014. Or records indicate it was cashed/honored on 9/15/2014. We have prviously responded to this inquiy advising that the check had been issued t othe customer. Please close this inquiry.

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 am a bit confused on this. Yes I cashed the checks but from my calculations we are short by about $400.

Thanks

- 11/5/2011 Sold Toyota Camry - Reported to insurance company, but somehow it did not recorded.

- Insurance cancelled August 14 2014

- 2 years (24 Months) 10 months and 9 days

- 34 and 9 days

- Annual cost of insurance is $217

- Monthly cost =36.16 x34 =1229.66

- 9 days = 10.49$

- =$1240.15

- Paid back 658 +182 = $840

- $400.15 Still owed.

Review: On July 6,2015 one of Mercury Insurance policy holders ran into my son while he was merging in a construction zone because she was driving at an excessive speed and tried to squeeze past him because he was already in the merge and we reported the accident the same night and I [redacted] witnessed the accident. For 3 weeks Mercury insurance gave up several different stories... Story number 1: They said they could not get in contact with her, they claimed she never returned their calls or responded to their e-mails. Story number 2: The mercury insurance policy holder called my insurance and stated that she didn't have an accident. We have pictures of her driver's license, insurance card, and the cars in the accident with the date the accident happened. Story number 3: She texted my son the next day of the accident and told him that it was his fault for the accident ( the accident that she was allegedly not at.) Story number 4: They told me to go down to [redacted] Blvd and pick up a letter stating for to me charge Mercury insurance with the bill. I called [redacted] blvd and they told me they did not know what I was talking about, and the supervisor's name was [redacted]. We have been given all kinds of stories for the last 3 weeks and they are avoiding my phone calls and I have left several messages to get this resolved...Desired Settlement: We want our car fixed for an accident that we did not cause.

Business

Response:

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]

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.

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,

I have never dealt with such horrible customer service. I am used to normally functioning car insurance companies- like Geico, where car accidents are resolved quickly. This is not the case at Mercury Insurance. If you have to deal with them get ready to turn into an insane person because that is the only way you will get what you need from them. My claims adjuster never answered my calls, never returned my calls (and I am taking for WEEKS, calling multiple times). I finally had to freak out after 2 months (that's right, 2) of not having a car. Mind you, this was all because I was driving straight down a road and a car pulled into traffic to take a left, hitting the passengers side of my car- obviously to no fault of mine. Anyways, my claims adjuster never did call me back- a different worker just resolved the case for me. I'm usually a pretty level headed person but wow. Every time I see there commercial, I just laugh. This insurance company is so sketchy.

Review: I purchased a Mercury Insurance policy for liability insurance on a 2004 Toyota Solara.

I sold the car on August 15, 2015, I contacted the insurance provider on the 17th. of August to cancel

the policy, Mercury Insurance did not cancel the policy until the 25th. of August and sent a refund

of $36.68. The refund amount should have been higher based upon the fact that the policy was

cancelled 8 days earlier.Desired Settlement: The refund amount should be higher based upon the policy being cancelled on the 17th. not the 25th.

Business

Response:

Hi [redacted], Here is the response for Complaint ID# [redacted]: Mercury’s policy for insured’s requests to cancel is to make the cancellation effective at 12:01a.m. the day following receipt of the written request to cancel. Mr. [redacted] contacted his agent on 8/17/15 to cancel the policy but the signed request was not returned to the agent until 8/24/15; therefore, the policy was canceled effective 8/25/15. A refund of the unearned premium was issued back to the customer minus the cancellation fee which is 10% of the unearned premium. At this time, no further refund is due to the customer.

Review: [redacted] at Mercury Insurance deliberately misled me as to the progress of my claim [redacted] against his insured, causing the claim to extend past the legal date, 12/6/2015 for filing a lawsuit. I spoke with Mr. [redacted] in the middle of October, and he indicated that I needed to submit a doctors report with my claim. He indicated that Mercury would pay for the doctors report as part of the settlement. This delayed my submission by two weeks. I obtained the doctor's report for $250, and submitted the entire claim by registered mail. in early November. In a phone conversation on 11/10/15, Mr. [redacted] confirmed that he had the documents. I asked about preserving my legal rights to the claim, since it was close to the 2 year statute of limitation, and he specifically said that I was "fine" by filing the claim with Mercury, and would hear back in 2-3 weeks. After requesting an update on 12/3/15, I have a typewritten transcript from my phone that says "I want to give you a status update. Currently I just forwarded the demand over to another department for review to get their authority. I finalized my review on it so that portion is done. Just waiting for them to give us already on it. That way we can respond with a counter offer but at this point that the only thing that we're waiting on so I should be getting it within the next week and I will be giving you a call back by then." On December 8th, I received a typewritten message on my cell phone that they were not going to pay the claim because the stature of limitations had expired.Desired Settlement: I would like Mercury Insurance to reopen the claim and either pay the claim or issue a written counter offer to continue the negotiation, per their stated intention. I entered into this process in good faith, and I expect that such an established company as Mercury Insurance Company would want to settle this issue honorably out of court.

Business

Response:

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