Mercury Insurance Group

Review: ON JULY 18, 2015 I GOT A FLAT TIRE ON THE FREEWAY AND I CALLED MERCURY FOR ROADSIDE ASSISTANCE, THEY SENT ME A YOUNG MAN TO ASSIST ME, BUT UNFORTUNATELY HE COULDN'T REMOVE THE TIRE BUT AFTER AN HOUR OR SO HE FINALLY DID IT, BUT HE INSTALLED THE EXTRA-TIRE(small one) AND LEFT. WHEN I DROVE MY CAR A FEW STEPS I NOTICED IT THAT SOMETHING WAS NOT RIGHT,SO I STOPPED MY CAR AND GOT OUT OF MY CAR AND THE TIRE WAS LOOSE. TO MAKE THE STORY SHORT THE YOUNG MAN WHO HELPED ME, HE DAMAGED MY CAR AND I CALLED THE INSURANCE SEVERAL TIMES AND THEY DON'T WANT TO FIX THE DAMAGED OF MY CAR.Desired Settlement: I JUST WANT THEM FIX MY CAR. THAT'S ALL I WANT.

Business

Response:

As of 9/18/15, our claims department is still waiting for Ms. [redacted] to complete a vehicle inspection to determine if the damages are above or below her deductible as she canceled the original inspection with the appraiser.

Review: I filed a home owners insurance claim on May 31, 2015 for a pipe that busted under my home. This is my first ever claim with my home owners insurance and I have been a customer for over 10 years in good standing. I am highly dissatisfied because there is no urgency in this matter. The gentleman assigned to my claim is [redacted]. He is always out of the office and is off at 3pm California time, and I work until 4pm. So I am never able to speak to him. I always have to leave messages. My wife and I have both left messages and never get a call back. We have even spoke to his supervisor, [redacted], and I feel like he is very rude. He was rude to my wife when she wanted to know the status of the check for the repairs so we could start working on our son's room. He gave her the check tracking number and got off the phone in a hurry. As a supervisor he should have better communication and professionalism. We are still waiting on updates and we have gotten none from an email sent on June 14th. We then asked our agent, [redacted], for help, as we didn't know who else to talk to. She emailed them on July 2nd and asked for someone to please call us. No one did. We called her today, 7/9, for an update and she advised us that she got an email response. We told her we didn't and we were frustrated. She seemed annoyed with us and passed us to her boss, [redacted]. We spoke to [redacted] and he said he could email [redacted] and ask for an update. We asked him why no one was talking to us and he told us that there was nothing he could do. This company is flat out ignoring us. We just want to be updated and messages returned. I understand if things are still pending, but why is no one advising us? Or giving us a time frame? We just feel ignored. No one wants to help us. We get a message machine or transferred. If you pay a company for 10 years and have never had a claim, shouldn't you be treated with more respect? This is the worst we have ever been treated.Desired Settlement: We want to be contacted and we want to be spoken to politely. I want to be treated as though I matter and that you appreciate my business and me as a client. I want this claim to be completed and closed so that I can seek insurance from another company. I don't think it is fair that a company can treat people like they don't matter. Isn't that what insurance is for? To help people when accidents happen? Not to make them feel worse for something out of their control. I never wanted a pipe to burst under my son's room and to put my son out of his room for over a month. It is a very frustrating process and Mercury made it worse. Not comforting at all.

Business

Response:

Dear Mr. [redacted],We have been notified by the Revdex.com (Revdex.com) that

you have filed a complaint. The Revdex.com has requested that we reevaluate your claim as, according to your complaint, you feel that there was no

urgency in our handling of your claim. With the Revdex.com's request in mind, we have taken

the time to carefully review the entire claim file prior to responding to you

and the Revdex.com.

Our records show that you reported the above captioned claim to

Mercury Insurance Group on June 1, 2015 at 10:11am (Pacific Standard Time).

Your claims stems from a slab leak within your residence.

As you are aware, this claim was assigned to Mercury Property

Claims Specialist- Field, [redacted], on June 1, 2015 and Mr. [redacted]

called you and set up an inspection for the following day (June 2, 2015). Our

records indicate you had a prior claim with a date of loss of August 3, 2010

for smoke damage to your dwelling. Payments on this claim for the re-route

($2,075.00) from the slab leak and repairs ($3,566.43) were issued on June 11,

2015. On June 16, 2015, Mr. [redacted] received a call from you indicating that

the incorrect mortgage company was listed on payment for repairs. We ordered a

replacement check with the correct mortgage company on June 17, 2015 and Mr.

[redacted] spoke with you about the status. On June 22, 2015, Mr. [redacted] telephoned Mrs. [redacted] to inform her of the FedEx tracking number. Mrs.

[redacted] had no other questions during this conversation. A

subsequent payment for $1,317.13 was issued to you on July 6, 2015 for the

damaged personal property from this water loss. Also, on this date (July 6, 2015)

Mr. [redacted] spoke with the agent ([redacted]) to go over claim status. On July 10,

2015 Mr. [redacted] called

you and described the settlement and status of your claim.

We are sorry to hear that you were not completely satisfied with the service you received during the handling of your claim. Hopefully you can find some comfort in knowing that we have taken the

time to reevaluate your claim. If you have any questions or

concerns, please feel free to contact your Property Claims Specialist- Field,

[redacted], at [redacted] or Property Claims Branch Supervisor, [redacted], at [redacted].Thank you,Mercury Casualty Company

Review: Mercury is the insurance carrier fir a Woman that rearended me and bas not satisfactorily made my loss whole again.Desired Settlement: Mercury is the insurance carrier for a woman who rear ended me almost a year ago. They paid [redacted] $30,000 in advance to repair my car and when the car repairs were unsatisfactory and unsafe, have refused to either come an d inspect the repairs completed on the car or to help in dealing with [redacted] to come to a satisfactory conclusion. they have refused to pay the diminished value of the car due to the fact they blame [redacted] poor workmanship for the ** evan though they paid them in advance and I had no recourse to to stop delivery of the vehicle. They should make my investment whole again and gave not. I am seeking $25,000 so I can repair my car properly and safely.

Business

Response:

October 30, 2014

RE: Complaint [redacted]

Complaintant: [redacted]

Insuring Company: [redacted]

[redacted]

Date of Loss: October

29, 2013

Claim Number: [redacted]

Dear [redacted]

We

have reviewed our file in response to Mr. [redacted] Consumer Complaint dated October

24, 2014. The Complainant, Mr. [redacted],

has retained an attorney to represent him in this matter and Mercury Insurance

Group has communicated directly with [redacted]. regarding Mr. [redacted]’s

claims.

Mr.

[redacted] elected to have his vehicle repaired at his shop of choice, [redacted]. Mr. [redacted] authorized the repairs and payment was issued by Mercury

Insurance for the cost to repair Mr. [redacted]’s vehicle to pre-loss condition.

The check was made payable to Mr. [redacted] and his shop of choice. Mr. [redacted] was

made aware of the payment and the fact his name was included on the payment to

the repair shop he chose to address the damages to the vehicle.

Mr.

[redacted] has submitted a diminished value claim in the amount of $14,926.25

indicating that the repairs done at his shop of choice were improperly

completed and of poor workmanship. As it appears the complaint pertains to the

standard of completed repairs by Mr. [redacted]’s shop of choice, we believe Mr.

[redacted]’s claims are with his Shop of Choice and not with Mercury Insurance

Group.

Should

you have any questions regarding the above or require further assistance I may

be reached at (800) 503-3724, [redacted]

Very truly yours,

AMERICAN MERCURY INSURANCE

COMPANY

Consumer

Response:

[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,

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!

Business

Response:

RE: Complaint ID: [redacted]

Complaintant: [redacted]

Insuring Company: American Mercury Insurance Company

Our Insured : [redacted]

[redacted]

[redacted]

Dear [redacted]

We have reviewed the counter response dated November

2, 2014. The Complainant, Mr. [redacted]

has retained an attorney to represent him in this matter and Mercury Insurance

Group has communicated directly with [redacted]. regarding Mr. [redacted]’s

claims.

Mr. [redacted] chose to have his vehicle repaired at his

shop of choice, [redacted]. Mr. [redacted] authorized the repairs and payment

was issued by Mercury Insurance for the cost to repair Mr. [redacted]’s vehicle to

pre-loss condition. The check was made payable to Mr. [redacted] and his shop of

choice. Mr. [redacted] was made aware of the payment and the fact his name was

included on the payment to the repair shop he chose, to address the damages to

the vehicle. If Mr. [redacted] did not give authority to the shop to cash the check

in question, then he should have his attorney contact me and we can discuss

this further. I will forward a copy of

the front and back of the checks issued, to Mr. [redacted]’s attorney.

The main complaint here seems to be the workmanship

and safety of the vehicle itself. Please note that American Mercury Insurance Company

never guaranteed the work done at [redacted]. The repair estimate states “THIS IS NOT AN AUTHORIZATION

TO REPAIR. THE UNDERSIGNED REPAIR

FACILITY AGREES TO REPAIR

THIS VEHICLE USING INDUSTRY ACCEPTED EQUIPMENT AND METHODS, AND TO COMPLETE AND

GUARANTEE SAFE REPAIRS…” As

it appears the complaint pertains to the standard of completed repairs by Mr.

[redacted]’s shop of choice, we believe Mr. [redacted]’s claims are with his Shop of

Choice and not with Mercury Insurance Group.

It is also our understanding that the shop has

offered to work with an independent appraiser to find out what the exact issues

are and to bring this matter to resolution.

To date, Mr. [redacted] has not taken advantage of this offer.

We recommend that Mr. [redacted] have his attorney work

with this shop and an independent appraiser to bring this matter to an amicable

resolution.

Should you have any questions regarding the above or require

further assistance I may be reached at [redacted]

Very

truly yours,

AMERICAN

MERCURY INSURANCE COMPANY

Review: Last week, when I was out of the country, I checked my bank account and my account was overdrafted over 300 dollars.

After two months of coverage, Mercury had debited my account 520 instead of the 160 monthly fee. I panicked and contacted my agent who informed me that they had not received my signature waiving my uninsured motorist coveraged (which I had faxed previously), so they took it upon themselves to up my premium and take an unauthorized debit of 520, This left me without any money in a foreign country, then started to snowball my account as other debits processed. I now am irreparably overdrafted because of the multiple fees I have received because of their mistake. I can't put any money in to cover anything that needs to come out because it will just be a drop in the bucket at this point.

After I resent them my signature, the only way they would fix this is by mailing me a check for the difference (4 days after my initial complaint to my agent) because they claimed the only way they could debit my account was through the first debit card I used to pay the premium (the number has changed). NEVERMIND the fact that they took all this money straight from my bank account in the first place.

The bank says that I am responsible for any overdrafts incurred that is not the fault of the bank, So I am now left waiting for a check that will not get me out of the red due to the 6 (and growing) overdraft fees that I have incurredDesired Settlement: I need to be immediately compensated for the fee with a deposit into my bank account with what they overcharged me, and for the overdraft fees I have incurred , which equals 210 at this moment in time. There is no option for this, so I listed check. I already sent them proof of my overdrafts. I am basically destitute right now waiting for them to slowly and unacceptably remedy this situation.

Business

Response:

Thank you for the opportunity to respond to our customer’s

concerns.

Regarding the increase in premium resulting in the $520 payment

withdrawal on 9/17/2014, the increase in premium was due to the failure to

provide proof of prior insurance and a signed uninsured motorist selection

form. Both documents were required with

the application, and requested again on 7/28/2014. On 8/18/2014 after still having not received

the required policy documentation the premium was increased accordingly. Notification was mailed on 8/19/2014 to the customer

at her address of record. This notification

included a billing statement indicating that a payment of $520/85 was due on

9/16/2014 in accordance with the automatic payment plan existing on the

policy. On 9/2/2014 we mailed another

billing statement reiterating that the payment of $520.85 was due on would be

withdrawn on 9/17/2014.

On 9/23/2014 we were provided with the required policy

documentation and retroactively adjusted the policy back to its original premium. On 9/24/2014 we mailed a refund check for the

difference in the payment amount ($370.25), however, on 9/26/2014 we were

notified that the $520.85 payment was returned to us unpaid by the customer’s

financial institution. Consequently we

issued a stop payment on the refund check as it was based on a transaction that

was returned unpaid.

While we feel that Mercury acted appropriately and provided

more than adequate notification of both the requirement for the required policy

documentation and the subsequent increase in the premium/payment, we have sent

a request to the customer’s financial institution requesting that the overdraft

fees be waived.

Review: On February 20, 2015 I was involved in a minor automobile accident. I looked both ways before turning left from a secondary parking lot aisle to the main aisle when we hit. His car came out of nowhere, maybe speeding was a factor. There were minor scratches and dents on both vehicles involved. I have called multiple times to talk with my insurance agent [redacted]. I've only been able to talk to her once or twice within the last month, while leaving multiple messages for her to update me on my claim. The last time she called I took the time out of my school day to answer the phone because I knew the difficulty in trying to have a conversation with my agent. That phone call lasted about 1 minute and 18 seconds before the call dropped. I proceeded to call her four times within a span of five minutes. I was never even given a call back to continue our conversation. Moreover, another situation occurred when the supervisor [redacted] informed me that mercury insurance only requires the statement of their client for the accident, not the other party. This policy isn't logical at all. There are two sides to every story. I even provided a picture of the damage to the other vehicle and they still didn't believe me. By their logic I could have lied about what happened to cover myself, but I didn't and because of this policy they blamed me 100% for the accident. In that same call they refused to pay for an original manufacturer bumper and if we wanted one, we would have to pay the difference. More recently, my insurance awarded the other driver $4000 for damages incurred to his vehicle. There are minor dents to the driver side door of his 1989 Toyota pickup truck. The value of a 1992 Toyota pickup truck,(which is the farthest year that Kelley Blue Book goes back for this model) is around $1000. We were not informed who provided the estimate for his car but we feel that they carelessly awarded him four times what his car is even worth. On top of that, my insurance raised my premium by $30.

Product_Or_Service: insurance policy

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want my own insurance company to get a second opinion of an estimate for the damages dealt to his truck. I want the increase in my premium to be cleared while they carefully assess all aspects of the claim again, especially who was a fault while considering the fact that he could have been speeding. Lastly I want better customer service because I pay Mercury a good amount every month and I deserve better agents trying to help me out, not tryin

Business

Response:

Dear Mr. [redacted]February 20, 2015[redacted]

[redacted]We received a letter from the Revdex.com regarding the handling of your claim. Pursuant to the complaint, you dispute chargeability for this loss, refusall, on our part, to pay for an original manufacturer bumper, and Total Loss settlement value on the opposing party's 1989Toyota Pickup.Mr. [redacted] reported this loss to Mercury Insurance Company on February 20, 2015. He advised he was traveling down the main aisle in the Stater Bros. parking lot, when you made a left-turn from a side parking aisle and struck his vehicle. We were able to secure your recorded interview on February 25, 2015, where you indicated you were attempting a left-turn onto the mainparking aisle, and the vehicle, to the right of you, struck your vehicle. You indicated you did notsee the other vehicle prior to making your left-turn. The claim file denotes (2) messages wereleft for you to return [redacted]'s call on February 20, 2015. On February 23, 2015 (2) more messages were left for you to return [redacted]'s call. On February 24, 2014, Ms. [redacted] was able to communicate with your father, who gave brief facts of the loss that was relayed to him by you. Then, on February 25, 2015 we were able to secure your recorded interview.Parties who are traveling in the main aisle of a parking lot have the right of way, and any party intending on either making left turns or right turns onto the main parking aisle must yield theright of way to those who already have possession of that lane. From the facts presented, which includes both yours and Mr. [redacted] version of the loss, along with vehicle photos, we foundyou principally at fault for failure to yield to Mr. [redacted] who had full possession of the main aisle.The claim file denotes on March 13, 2015, you had a discussion with Claims Supervisor [redacted] who advised you we would cover the additional costs to use original manufactured parts, for customer service. Your policy does state under PART Ill- PHYSICAL DAMAGE­ CONDITIONS 3. Limit of Liability; Settlement Options; Coverage D and E: The Company's liability shall not exceed the lesser cost of the following options (1) repair or replace the motorvehicle or any part thereof, using original or non-origiiinal equipment manufactured parts...Our Material Damage Department inspected the 1989 Toyota Pick-up and deemed it a total lossbased on damage to the driver's side door, driver's side cab corner and bed side panel. The property damage was subsequently settled based on a thorough total loss evaluation based on comparable vehicles that were for sale.Based on the above information, the chargeability will remain unchanged. Should you have any additional information you would like for us to review, please forward all relevant documentation to [redacted]'s attention.Thank you for the opportunity of addressing your concerns personally.Sincerely,MERCURY INSURANCE COMPANY[redacted] Branch Manager Riversiiide Claims

Response to a water leak claim was not to our satisfaction..

We feel that the Field Claim specialist was not very helpful.

Dropped our insurance after our being with Mercury for many years and had NO claims on any home ever.

I sent a mail to CEO [redacted] to renew our policy. He did not acknowledge our request to renew our policy.

We are having difficulty in getting home insurance with other companies.

Review: Mercury Insurance has failed to resolve it's Claim # [redacted] of [redacted] from Febuary 8th and it needs to be resolved. The agent insisted that Mercury Insurance prefered body shop do a estimate. My vehichle, had the engine completely rebuilt, windows tinted, interior completely redone, carpets, panneling, new radiator, brand new set of five tires, transmittion & differentials rebuilt, new battery, hoses, roof racks, spare tire hitch, electrical redone, new starter & distributor, rebuilt carborator and was in excellent condition for a car it's make, year & model. The restoration took place December 2011.

See uploaded documents & the documents and photos of your offices and client that have been posted to the following website there are images that could not be uploaded to the Revdex.com complaint form:

[redacted]

The site will be taken down once a resolution has been finalized.Desired Settlement: I expect Mercury Insurance to cover it's obligation to repair the damage caused by it's client, [redacted],. The cost of a rental during the length of the repairs and place fault on Mr. [redacted]. In the event that Mercury Insurance fails to do so, I will have no other choice but to file a legal complaint against Mr. [redacted] and hold him responsible for the cost of repairs, rental, court costs, hardship and emotional stress. I insist on utilizing my choice of repair shop separate of [redacted]. In the event that an atorney sees additional violations those too will be added to any legal costs to your client.

Business

Response:

Good afternoon,The complaint has been in filed in response to Mercury Insurance Company's denial of Ms. [redacted]'s claim following a disputed two vehicle. The accident occurred on February 8, 2013 at approximately 11:05 am in Hermosa Beach. There were no independent witnesses and a police report was not written as a result of the accident. Following an investigation by Mercury Insurance which included a detailed statement provided by Ms. [redacted], we found that there was no evidence to support her claim. Our investigation revealed that Ms. [redacted] was at fault based on her statement and the physical evidence. The location of damages to the two vehicles involved supported our insured's version that Ms. [redacted] made an unsafe turning movement into our insured's vehicle. In fact, in Ms. [redacted]'s own statement she advised that prior to the impact she was stopped with enough room for another vehicle to pass on the right hand side. She then decided to merge to the right and into the vehicle being driven by our insured. Given the facts, evidence and the word versus word dispute we felt that Ms. [redacted] failed to prove her claim which she is required to do in order to be compensated for her damages. Ms. [redacted] was uninsured on the date of loss, in violation of California law, therefore; the matter could not be resolved via inter-company arbitration. Mercury Insurance Company stands by its investigation and decision to deny the complainant's claim. The complainant has submitted no evidence to support any negligence on the part of our insured. If you have any questions please contact the undersigned. Very Truly Yours,Mercury Insurance Company[redacted]Claims Branch Manager[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.Please see attachment. I do believe that there amy be a problem with your email system that I used in my reponse, so I have included the links that are in the attachment:

Review: Starting Dec. 8, I was in communication with [redacted] of Mercury Insurance in Van Nuys regarding insurance coverage of our 2 cars and provided her with information such as driver's license of me and my son and also advised her that I want my younger son who just got his permit to be covered as he is practicing to get his license. Last Dec. 11, she gave me the final quote of $1,797.74 which I accepted and she told me to come to their office to sign documents and for picture taking of the cars as a requirement. The following day, Dec. 12, 2014, my son and I went to their office and she photocopied our driver's license and the permit of my younger son and she checked them one by one in the system. She mentioned that my son was at fault when he had the accident. She finally gave us the documents to be signed showing a premium of $1,776 for 6 months and she required a deposit amounting to $443.74 which I paid through my credit card. I asked her if it's ok to cancel my existing policy with other company and she said yes as our coverage is effective Dec. 13 at 12 AM. I asked for the copy of proof of insurance and she said it will be mailed to us. That day, I cancelled my policy with Triple A. Last Jan. 2, 2015., I got the policy which increased to $2,549.74 due to lack of experience of my younger son and the accident of my older son. I decided to cancel the policy last Jan. 3 through the agent as I cannot accept the high premium and that was not what we agreed upon. The refund credited back to my account was only $95. I called up the agent who said she is not the one computing for the refund and she referred me to Cust Svc who mentioned that the increase was due to incorrect information. I told her that the reasons for the increase were properly and accurately disclosed to the agent. She said the agent maybe made an error in entering the information and that not all of them are checking the driver's license and that I should not considered it as a finalDesired Settlement: The refund should be calculated based on the original agreed premium of $1,776 because I did not agree to the higher premium of $2,549.74 and that's the reason why I cancelled. It's not fair to increase premium without the consent of the client. The used premium from Dec. 13 to Jan. 7 should be based on the $1,776 which is $248.25 for 26 days. Therefore, refund should be $195.49 and NOT $95. Also, the 20% cancellation should not be applied in my case because had Mercury not increased my premium without my consent, I would have not cancelled it.

Business

Response:

We will honor the customer's request and cancel the policy based on the original premium quoted by the agent and submitted to the company. The customer's refund amount will be adjusted and an additional refund will be issued.

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,

We have been with Mercury/Ais for 6 years. We have never filed a claim or had a claim filed against us. We have never been convicted of any traffic violation in the past ten years. We have never financed a vehicle and own nothing on them now. We have a credit score of 803. We are both retired. All of our homes are paid for. We have five vehicles, 4 of which we drive under 3,000 miles per year and one that is driven under 5,000 per year. Every 6 months we have to battle with Mercury/AIS to keep from exaggerating our mileage. Today I contacted [redacted] at AIS and discussed/questioned why did my rate go up 15%? I was told it was due to everyone going up 6-20%. My question was then why was I not part of the 6% ? Reason unknown. California needs a real Insurance Commissioner to control these out of control companies! I have started shopping elsewhere as I suspect discrimination~~~

Review: I tried to cancel my insurance policy with them on the last day of my contract coverage. When I called I was sent to a voice mail as they were closed. I called back the next day they were open to make sure they had closed my account and I would not be billed for something I did not use or ever agree to renewing. They did take the funds out of my bank account on 07/10/15 for a policy I did not want to extend that expired on 07/11/15.. Now they will not refund my money in fact they are keep the 193.28 and charging me 44.13 more. Claiming I did not cancel it in time. If this is true then how would one day of insurance cost me a total of 237.41 ? This is unfair business practice and should not be allowed. I am now being threatened by them about sending my bill to collections and placing it on my credit report. I have never been late with any bill and have been a valid customer for a long time.Desired Settlement: refund my full amount and close my account.

Business

Response:

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

Review: I am a client of Mercury Insurance. I was in an accident that occurred in October of 2015. I feel that the claims adjuster assigned to me was not able to perform her job duties correctly and that she provided exceptionally poor customer service and exercised bias.

My claims adjuster ([redacted]. [redacted]) spoke with me the day after my accident. She told me that she was going to send me a report/traffic diagram to complete before coming to a conclusion. I received two letters. The first one was not the diagram/report I was expecting but instead a letter stating that I was at fault. I didn’t understand why I was receiving a letter stating I was at fault when I hadn’t even received the report to fill out.

We were upset that my adjuster would may this call before receiving all of the evidence. We contacted our insurance broker and explained that we were disappointed in the way [redacted] was handling this. We felt that the adjuster was not acting as my advocate or working in my favor. Our agent contacted [redacted]'s supervisor about her premature decision-making.

[redacted] called to tell me I was at fault for the accident. She told me that a lot of the facts I presented were “what ifs” and she couldn’t take that into consideration. There were inconsistencies between my story and the other driver's story and she only sided with his statement. She verbally argued with me and continued to down play my statement.

I never felt that I was speaking to someone who had my best interest in mind. She was not someone who was my advocate or went above and beyond to defend me. I felt I was talking to someone who wanted to incriminate me and felt pleasure in doing so. I believe that [redacted]’s decision against me was not in the eyes of the law, but rather in the eyes of someone who was upset their supervisor had been contacted. From her tone of voice, her argumentative nature and her support for the other driver at all costs, I felt a bias and poorly taken care of as a customer.Desired Settlement: My premium for my six-month payment has gone up by $300 since my last payment. It is beyond obvious to me that this was a direct cause and effect of [redacted] deeming me at fault. That premium increase is astronomical to begin with considering my good driver discount, the fact that I am over 25 and my car is no longer brand new.

I work in the hospitality industry and understand what customer service at the highest level should look like. I do not feel that Mercury or [redacted] went above and beyond for me as a client. This is very disappointing considering how much money I spend to have my car insured through Mercury.

Although I have already filed an appeal to the decision of the accident, I never felt the customer service issue was addressed. I also feel that I was taken advantage of by my adjuster to get a higher premium payment out of me. I worry that this is the company's practice to gouge their customers.

Business

Response:

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.

Review: This situation is regarding a recent automobile incident in which my automobile insurance company, Mercury Insurance Group, failed to communicate the entirety of required information regarding the protocol on the repairs to my vehicle and the deductible information. This situation occurred on December 17, 2014. It began with a conversation with the claims adjuster, [redacted], assigned to my claim. It was discussed different options available to me, including the cash-out option, as well as the time frame I had available to repair my vehicle. It was communicated that I could either have a cash-out amount sent to me or have it sent to the repair shop per my inquiry. It was failed to further discuss that having the amount sent to the repair shop would bind me into an agreement to pay the deductible, which I explained fully that I did not have. Upon the final conversation with the repair shop, AutoPark Collision in Escondido, CA, it was discussed that I was not given the proper information and I was either to pay the shop the amount in labor due or pay the deductible, which was the choice I had made. I did contact my claims adjuster who then apologized for not properly discussing that additional information. Since I did email and send a letter to the company submitting a complaint and requesting a reimbursement for the paid deductible in which upon questioning, [redacted] did not recall that conversation and therefore my request was denied.Desired Settlement: I would like a reimbursement of my paid deductible as well as an apology for the misinformation I received. I would further like disciplinary action on the claims adjuster, [redacted] for improper and immoral actions.

Business

Response:

Dear [redacted]December 3, 2014[redacted]This will confirm receipt of and provide response to your January 13, 2015 complaint submittedto the Revdex.com.As previously stated in our January 7, 2015, letter to you, it is indicated [redacted]contacted you via telephone on December 10, 2014. During that phone conversation, [redacted] went over your liability, rental, and collision coverage. [redacted] notes reflectshe scheduled an inspection of your vehicle at Autopark Collision and advised your deductibleowed was $500.00. Additionally, the notes indicate you informed [redacted] you did nothave the funds to pay the deductible and may want to be paid for the estimate, less thedeductible.On December 17, 2014, at approximately 8.08 am, [redacted] returned your call from theprevious evening per the request of your voice message. The file notes reflect that you wereunder the impression that you can select what repairs you wanted to have done from theestimate written, less the deductible. During this conversation, [redacted]'s notes reflect sheinformed you that we could issue you a check for the amount of the estimate, less thedeductible. The notes also indicate you had a bad experience with Autopark Collision andwanted to go to your own shop of choice. [redacted] advised she would email you a copy ofthe estimate. During this time, [redacted] was not aware you had signed a Claim RepairAuthorization and Warranty with Autopark Collsion (copy enclosed).At approximately 11.09 am on December 17, 2014, you left a voice message for [redacted]requesting a return call. At approximately 11.47 am on the same day, [redacted] returnedyour call. The notes indicate you then advised [redacted] that Autopark Collision hadalready torn down your vehicle for repairs and the shop advised you that you would beresponsible for the tear down fee if you were to take your vehicle elsewhere for repairs. **.[redacted] informs me that while she did apologize to you for the predicament, she respectfullydisagrees that she said it was her fault for not explaining that having payment sent to AutoparkCollision puts you in a binding contract and you would be responsible for the deductible.Instead, [redacted], believes she clearly explained on December 10, 2014 (and againduring her 8 am call with you on the 17th of December) the options you had to either repair yourvehicle and pay the shop the deductible or take a cash payment for the estimate, less thedeductible.On December 31, 2014, [redacted] contacted Autopark Collision and obtained a copy of theClaim Repair Authorization and Warranty signed by you December 15, 2014. Please see thesecond paragraph, first sentence, which reads, "I understand the payment for deductibles,depreciation, and other charges is due in full at the time of the repair completion before takingdelivery of the above-referenced vehicle." Given that you did initial the Claim RepairAuthorization and Warranty, the shop was immediately authorized by you to commence withtear down a_nd repairs, subject to your $500.00 deductible.Please note that your policy with Mercury Insurance Company states the following:"Coverage E-Collision: The Company, at its option, will repair, replace or pay for theowned automobile or part thereof, for loss caused by collision but only for the amount ofeach loss in excess of the deductible stated in the declarations."Respectfully, we do not take the position [redacted], or Mercury Insurance Company,mislead or misrepresented to you that your deductible was owed to the shop that completesrepairs and therefore are not in position to reimburse your deductible.

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.

Mercury Auto Insurance Group have made no attempt to apologize for any miscommunication that may have arisen and have shown nothing but the utmost disrespectful to myself as a customer. It is highly inconvenient that the key parts of the conversation between myself and the claims adjuster, [redacted], proving the miscommunication of the deductible were "not recalled." Perhaps if all of the conversations were recorded, miscommunication would not be an issue. In regards to the signed release form from AutoPark Collision, at the time of signing, I did state my concern for signing and stated again that I did not have the deductible and it was stated to me that the repairs would be okayed prior to repair. However that part of the miscommunication as they assumed and misheard that they thought I did indeed have the deductible. At this point I expect the same outcome as I give credit to Mercury Auto Insurance Group, which is nothing.

Regards,

Review: I totaled my car on 8/31/14. My Mercury Insurance Policy states that I have rental coverage for $30 per day for up to 30 days. They have agreed to cover 10 days and no more than that. I'd like for them to cover the entire 30 days as it states on my policy.Desired Settlement: Pay the car rental bill for 30 days' worth.

Business

Response:

To whom it may concern,

As a matter of customer service, California Automobile Insurance Company issued a $900.00 payment to Enterpirse Rental Company on October 7, 2014 on behalf of [redacted] The $900.00 payment represents the maximum amount of coverage payable under Ms. [redacted] policy ($30.00 per day for a maximum of 30 days). Ms. Karr was informed of our decision to pay the full policy limit on October 2, 2014. With the issuance of this check the matter has been resolved.

Thank you,

Review: I filed a claim with Mercury Insurance Group when I realized that I had a leak in my home. The leak originated from my master bath shower on the third floor. The stream from the leak excited in the corner of my garage behind the garage door springs and outside on the exterior of my unit. The exits of the leaks were not visible from inside of my home. There is no visible water damage on my floors, ceiling or walls inside of my home. There is no reasonable way I have could have known that this leak was occurring. I discovered the leak one day when I was late for an appointment and left the house immediately after showering, which I rarely do. Once I discovered the leak, I immediately called my insurance company. I was instructed to get estimates for the damage prior to filing a claim. It took approximately 10 days for me to get estimates. I had my handy man, a plumber, Roto Rooter and a licensed contractor come out to look at the leak/damage. After I received the last estimate, I called Mercury to file the claim. They assessed the claim and denied it because their plumber that they sent out says that the leak was occurring for several weeks to a month. He made this determination based on the presence of mold that was discovered underneath and in the very rear of my kitchen cabinet. The mold was not visible to me during routine use of the cabinet. Therefore, I could not have reasonably known that there was a leak occurring based on the presence of mold, as I could not see the mold easily.Desired Settlement: I believe a fair resolution would be for Mercury to cover my loss because I reported the leak as soon as I discovered it and I could not have reasonably known before then that that the leak was occurring.

Business

Response:

We are in receipt of your request for assistance from the Revdex.com, dated 6/24/14.

Review: I lost money do to not being at my work to deal with my van and they do not want to pay me for this time nor will they make me a settlement offer to cover this loss, also the rep was very rude to say that he thinks i'm an unemployed and not telling the truth of my employment.

[redacted]Desired Settlement: I want them to first say they are sorry, 2nd have mr [redacted] supervisor talk to him on how he talked to people, 3rd I want them to make me a real settlement offer that is not a slap in my face

Business

Response:

Mr. [redacted]. You sent an email to Mercury Customer service on

10/28/15 with essentially the same complaints listed here, that Mr. [redacted] was

rude and accused you of being unemployed. In your email, as in your complaint,

you stated the offer that was made of $150.00 was inadequate. Upon reviewing

the email, I immediately composed a letter in response and sent it to you. My hope was that by seeing our position in writing,

it would help you better understand the basis of our offer. For future

reference, my name is not Mr. [redacted]. My name is [redacted]. My response

letter is on the way and you will receive it shortly. In the meantime, I am attaching a copy of my

letter to you, which is our response to the same complaints leveled here in

this forum.

Additionally, I unequivocally deny stating that you were

unemployed at any time during our conversation. I also dispute your accusation

that I was rude, I remained professional throughout our discussion. If you

misinterpreted what I said, I apologize for not communicating more clearly. The

content of my letter is as follows:

Dear Mr. [redacted]<DSCformfield

field="textbox"

value="Dear&#32;MR.&#32;ALVAREZ&#32;JR"

replList="Dear&amp;#32;{?CLAIMSFORMS.PRIMARYFULLNAME?}"

width="0" type="Text" format=""/>:

.

I am in receipt of your receipt email to our customer

relations department. I would like to take this opportunity to clarify the

concerns you raised.

I did not accuse of being unemployed nor did I backtrack on

any statements of that kind. As I

explained to you, I had made a good faith offer to reimburse you for the amount

of wages you stated you had lost during the process of dropping off and picking

up your vehicle and the rental vehicle. This offer was made without any

documentation of an actual wage loss or any documentation that you were

employed. When you immediately accused me of besmirching your reputation by

saying you were unemployed, I further clarified that it was quite the opposite,

that I was taking you at your word and that is why I made the offer. This was

not a back track, it was a further clarification.

As I explained in our conversation of 10/22/15, there are

two potential coverages available through another driver’s policy to third

parties. The first is Bodily Injury. This would not be applicable to you as you

were not in the vehicle at the time of the loss. As the registered owner of the

vehicle, the Property Damage is the only coverage that would apply to your

claim. As I explained, Property Damage coverage reimburses for any tangible

losses that result from the damage to your vehicle, such as the damage to the

vehicle, reasonable loss of use expenses or the value of any contents damaged

in the vehicle. There is no remuneration for emotional distress, pain and

suffering or inconvenience for a property damage claim.

When you clarified that your claim was lost wages for lost

time. I made an offer of $100 without any verification. When you advised me the

offer was an insult, I asked how much your wage loss was and you advised me it

was $150.00. Again, without documentation, I offered you the $150.00 you stated

was the entire amount of your wage loss. Additionally, please note that under

California law you are not entitled to lost wages for a property damage claim.

This offer was made as a concession.

We have paid for the damages to your vehicle and we set up a

direct bill with Enterprise for your rental.

You advised that you purchased insurance for the rental car

and you will be out of pocket for those charges. The majority of insurance companies will

provide coverage for you while operating a rental car. Therefore the insurance purchased

from a rental agency is not needed. I explained that if your policy with

[redacted], for some reason, had a provision that did not provide coverage

while you are driving a rental, if you were to send us a copy of that policy

provision, I would consider reimbursing those charges. Your reaction was that I

was “making you jump through hoops”. I

advised you that I merely asking to provide documentation of your claim. To

date, we have not received the copy of your policy language.

We feel our concessionary offer of $150.00 for what you

declared to the amount of your out of pocket lost wages is fair.

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.

Again your back tracking on what you said and I have asked for upper management to contact me as I feel your conduct was in question and I feel upper management would be able to help me more professionally.

Review: Mercury Insurance made false claims of Free Padres tickets ,claiming if you get a quote they would give you 2 free Padre tickets. I filled out the quote as per their policy and never received the tickets. They claim I did receive a voucher but I didn't. I asked them to resend the voucher and them I tried to use it and it now says "We're sorry, there are no more tickets available for this promotion. Based on the fact that Mercury Insurance made me wait so long I am asking for them to make good on the promise of two free Padre tickets.I have copies of Facebook comments as proof. I sent messages the minute the promo started .So how could the tickets be no longer available for the numerous games that were available?Here's the promohttps://[redacted]Desired Settlement: Two Padre tickets

Business

Response:

Response

to Complaint ID #[redacted]

Thank you for taking the time to get an online Mercury

quote. We’ve researched your issue and determined that we’ve fulfilled our

obligation to send one voucher code for a quote completed with your household

street address to receive two (2) free Padres tickets and that you have

successfully redeemed the tickets.

·

April 12th – Quote Completed by [redacted] at the

same household address

·

April 19th – Voucher code emailed to the email

address used in the online quote completed by [redacted].

·

April 20th – Voucher code redeemed for the Padres

vs. Brewers game on April 23rd using your name and e-mail address.

If you have further questions,

click here to see the official rules or you can email us

directly at [email protected].

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.

Never attended any game. Maybe their system was hacked?Also a Mercury quote was given to my wife over the phone the week of Friday ,May 10th and the rep told her she would get the tickets. Tell Mercury to check their phone records.Proof is in the pudding as they say.

Regards,

Business

Response:

Response

to complaint ID [redacted]

After

a thorough review of the complaint, we’ve determined that Mercury has met all

obligations promised in the Padres ticket promotion, and no additional tickets

will be offered.

The

rules clearly state that a 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.

On

April 12, 2013, [redacted] and [redacted] each completed quotes using the same

household address in the quote. According to the official rules, only one of

these quotes would be eligible to receive the complimentary tickets. The

vouchers were sent by email to [redacted] on April 19, 2013. The following day,

the vouchers were redeemed for the Padres vs. Brewers game on April 23, 2013,

and emailed to [redacted] at [redacted].com. The Padres

ticketing system also confirms the tickets were successfully sent to the email

address above and they were used to enter the game on April 23, 2013.

The

fact that your wife spoke to an independent Mercury agent on May 10th

would not qualify you for a second pair of complementary tickets because we had

previously fulfilled our obligation on the previous quote completed by [redacted]

[redacted]. While the independent Mercury agent your wife

spoke with about a Mercury quote would have knowledge of the Padres promotion,

they would not be privy to details relating to the earlier online quote that

she completed.

If you have further questions, click here to see

the official rules or you can email us directly at [email protected].

Sincerely,

Mercury Insurance Group

Review: Hello I would really like to complain about Mercury insurance, especially their claim and loss protection dept. I had a car accident which I wasn't responsible. Mercury insurance didn't contact me after I initially contacted them for the case. After I waited for couple days, the claim specialist had a very bad attitude towards me, and the offer for my car is much lower than the value of my car. My car is 2011 FORD ESCAPE XLT, 4WD, White, 56-57K Miles, plus roof rack rails. They offered 15K including tax, which is a very low price for me to purchase a similar condition second hand car now. When I tried to ask them if I can talk to the manager or supervisor, the claim specialist said I should look for a lawyer and made fun of my ethnic background and I'm a foreigner in this country. I am really not happy with this insurance company. I feel very exhausted and hurt after the car accident, I got bruises all over my body, and felt more hurt with Mercury insurance. My school just started today, and I feel miserable without a comfortable car to drive in Atlanta. I hope Revdex.com can contact them and see if they can find a solution.Desired Settlement: I hope the supervisor in this company would contact me personally since I felt insulted by their claim specialist. I hope we can come up with a reasonable price AS SOON AS POSSIBLE since my school has already started today.

Business

Response:

The above listed complaint has been resolved and the total loss of the customer vehicle has been paid. Our official response to the complaint is attached above.

Review: I have an auto insurance policy with mercury insurance and got into an accident 2 weeks ago, to this date they have failed to process my claim and determine whether or not to fix or total my car. I have been without a car for two weeks now and my car is just sitting at a auto body shop not being repaired because of the incompetence of the people working at mercury insuranceDesired Settlement: I want a decision on my car!!!!!

Business

Response:

This will acknowledge the receipt of your letter dated February 24, 2015, regarding the abovecaptioned matter. Supervisor, [redacted], reviewed the file and provided the followingsummary.In his complaint, Mr. [redacted] is requesting a decision on his car regarding our failure toprocess the claim and to determine whether to flx or total his car.Review of our file indicates that the vehicle inspection assignment was sent out on February11, 2015. The inspection was scheduled for and completed on February 16, 2015. Based onthe extensive damages (see pictures), the Appraiser requested a tear down and re-inspection todetermine of the vehicle was a total loss. The re-inspection was completed on February 23,2015, and the Appraiser was able to reach an agreed price for repairs on February 25, 2015.The information was uploaded to the Adjuster, who issued payment on February 27, 2015 inthe amount of $11,409.62 to resolve Mr. [redacted]'s claim.We feel that the claim was handled timely. Any delays were caused by the need to break thevehicle down to determine if it should have been totaled, to re-inspect the vehicle and to thennegotiate an agreed price. We feel that Mr. [redacted]'s complaint is not valid, since a check wasissued as soon as it was determined that Mr. [redacted]'s car was repairable.Thank you for giving us the opportunity to review this matter and respond to this complaint.Should you have any questions or need any further information on this matter; please contactClaims Supervisor, [redacted], at [redacted] - Ext [redacted].Sincerely,[redacted]Branch Manager

Review: Mercury Insurance does not qualify his Claims Specialist. [redacted] did not give a good service, He did not about the claim [redacted], He contacted many companies to came to my house only for look, they charge 811.00 and 512.00. I called in many opportunities that the companies that He sent me was very agressive and did not do any job, it was september 15, 2015. Those two companies [redacted] call me for put a cover in my roof, But they did not put anything, the company that [redacted] Look and leave. On September 18, 2015 the ceiling of my living room was in the floor. I called many times and He did not attention, only told me that sent me more companies to came to my home. I explain that I do not need companies to work. Please do not sent me, but He was upset and told me that I must to acept companies that He sent me. I would like another specialist more competent that I can talk with him. He only call me for intimidate.

Please sent me another Claim Specialist. I paid very years the insurance for my home, at lease we need somebody to help me, no this kind of person.Desired Settlement: Change the Claim specialist

Business

Response:

We are in receipt of your request for assistance from the Revdex.com, dated 12-11-2015In your request for assistance you advise that no roof tarp was ever put on your house. DKI Accurate Construction put a roof wrap on your home and submitted photos showing the work had been completed. We issued payment to them in the amount of $811.79. You also indicate that Mr. [redacted], only sent vendors to your residence and did not address the damage. We received notice of loss on 9-15-2015 and the payment for the interior damage in the amount of $4445.50 was issued on 9-23-2015. Additionally, payment was issued for asbestos abatement in the amount of $4,621.50. In a conversation you had with Mr. [redacted], you indicated that you felt we had not paid enough money for the claim. We attempted to send Mr. [redacted], with [redacted] and [redacted], back out to your house for a reinspection, Although they called you several times and left messages, they never received a response from you.On 12-11-2015 Mr. [redacted] had a phone conversation with you with the assistance of a Spanish interpreter, [redacted]. You indicated in that conversation that all damage had been repaired, and that you had been paid. . Your request was that we not contact you again. Your file remains closed. Please refer to our letter dated 12-7-2015 for the time constraints applicable to your claim. Should you have any questions, please feel free to contact Property Claims Supervisor, [redacted], at [redacted]Sincerely, [redacted]Manager Property Claims BranchBrea Property Claims.

Review: I had renter insurance at [redacted] and had to go back to Australia.

I was charged a cancellation fee of over $300 by Mercury and I want a full refund, because I had no control over my posting to Australia.

They have a cancellation penalty for canceling a policy within the first year.

[redacted] Insurance & Associates

Owner/Agent: [redacted]

Auto/Home/Life/Business

34225 N [redacted]

Office: [redacted] Option 2

Representing: [redacted], [redacted], [redacted](A [redacted]), [redacted], [redacted], [redacted], [redacted],

Thank you.

My understanding was that with my renters policy I paid for was for 1 year and can you please let me know why I am only getting $11.Desired Settlement: Please ask they to issue a full refund.

Business

Response:

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.