Mercury Insurance Group

Review: I obtained car insurance through Ais insurance and was given a policy through Mercury insurance. I initially signed up strictly for liability, then the next day decided to upgrade to full coverage. But the rates kept changing and at the end of the day, I found that my rates were just too high. So the following day, I found a better rate through another carrier on my own and decided to cancel my policy with Mercury. I was dismayed to find that I would be recieveing no refund on the 192.88 that it took to start my policy and in fact they say that I owe them an additional 44.36 for 2 days of automobile coverage. So the sum total for 2 days of automobile coverage would cost me nearly 240.00 dollars. I've called the company several times trying to get some type of relief and have been met with resistance every time. I feel it is ludicrous for them to keep almost 200.00 dollars for 2 days of coverage, and I also feel no information was given to me about a cancellation policy. They are charging me 10 % of a 6 month policy and they are basing it on me upgrading my policy to full coverage for one day.Desired Settlement: I would like to only be charged for the days of coverage I received and be reimbursed the remaining portion of my 192.88 that I paid to start the policy

Business

Response:

Mr. [redacted]' policy was effective 7/7/15. On 7/8/15, coverage was added to the policy per a request from Mr. [redacted] and he was quoted an additional $1,100.00 for 6 months. We then received a request to cancel the policy effective 7/10/15. Per Mercury's policy provisions that are provided to the customer at the time the application is signed, policies canceled at the insured's request are subject to a cancellation penalty equal to 10% of the unearned premium. Based on this charge in addition to the 3 days of coverage we afforded Mr. [redacted], the outstanding balance of $44.32 is correct.

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

Regards,

Business

Response:

Per Mercury's filing with the California Department of Insurance, we charge for the days a policy is in force and if the policy is canceled at the insured's request; regardless of the amount of days the policy was active, a cancellation fee of 10% of the unearned premium applies.

Review: The reason for my complaint is because I was recently looking for car insurance, after meeting and discussing with [redacted] a current broker/agent for Mercury Insurance Group I made my decision to go with this insurance. First of all I provided all my information correctly, all the drivers and licenses everything as well as our driving experiences she needed to give me an accurate quote. [redacted]illed the application with the information that I provide that day. Then when she had the first quote we meet, there were a couple of minor errors on the application which I told her to change, then we would meet one last time to sign the final application. Then before I saw her again she contacted me to notify me that Mercury had increased the price on the quote by a bit dude, to some information. So when we meet the last time the agent took the last quote, she said this was the final price that my insurance premium would be (I have a copy of this). So that day I signed the application, as well as the broker. I clearly asked if there would be any more changes on the price, and she said no. Then right and there the broker also canceled my previous insurance, replacing it with this one. I was really confident, and satisfied with her service that I had received with a well know insurance such as Mercury. Until I received by mail the actual insurance bill that was withdrawn, from my bank account. The billing fee was much higher than what I had agreed to. The price went from $217 to $296. I called to see what had gone wrong? In order for this agent to give me a better price, she didnt provide daughters license experience correctly. When I gave her all the correct information. I dont agree that the broker did not advise me of the price changes, or why she didnt provide the actual driving experience, it would not have caused this. I dont think its fair that she was false advertising prices, and that her mistake of providing incorrect information caused this. And of course I cancelled my premium ,Desired Settlement: . I really dont want this to happen to anyone else, because adding and canceling insurance premiums, is very costly. We canceled for this Mercury insurance, not I have to pay again for a new insurance dont think its fair. Im very concerned, is this what they do then they just assume youre not going speak up and keep paying the higher price. Its a loss of my time and money. Once again I would appreciate if this was taken in consideration. The least they can do I refund my payment thank you

Review: I was involved in a car accident on Feb 1st. 2014. The other party with Mercury Insurance has claimed 100% liability for the accident. Mercury Insurance is pushing me to pay the tow and storage fees for my salvaged vehicle when clearly the other party's insurance (Mercury Insurance) should take full responsibility and liability for those charges & rental car fees. The current storage charge to date is $1295, being today is the 19th, yet the accident happened on the 1st so there was obviously a lack of urgency in this matter I believe. I believe Mercury Insurance should be liable for paying my storage fees, as well as rental car fees, without it being deducted from the payout Mercury Insurance will give me for the salvaged vehicle.

Mercury Claim # [redacted]

Mercury Adjuster: [redacted]

[redacted]@mercuryinsurace.com

###-###-####Desired Settlement: Mercury Insurance taking full liability and responsibility to pay the tow and storage charges as well as my rental car fees as this accident was not my fault.

Business

Response:

February 27, 2014

San Diego, CA 92119

RE: Claim: [redacted]

Our Insured: [redacted]

Date of Loss: 02/01/2014

Revdex.com Review: [redacted]

Dear Mr. [redacted],

We are in receipt of your letter to the Revdex.com and would like to respond to your

complaint.

We have reviewed our position on the storage charges in this matter. On 02/03/2014, we advised you that

we were investigating liability. We completed our investigation and accepted liability on 02/ 13/2014.

Although we feel that some of the storage fees were unnecessary and excessive, we have agreed to

reimburse you for the charges of$1,165.00 shown on the invoice you provided.

We have also received the rental invoices you submitted to us via email on 02/26/2014. We are

reimbursing you for $423.76. The only fees not reimbursed for is the optional insurance. You were also

charged a $200.00 deposit that [redacted] should reimburse you for.

Our Total Loss Department also reviewed your disputed issue with the odometer reading and the value of

your vehicle. We have agreed to compensate you $925.56 for the difference in the odometer reading.

Enclosed is a check for your rental reimbursement in the amount of $423.76, as well a check for the tow

and storage fees and odometer adjustment in the amount of $2,090.56.

This matter may be reviewed by the California Department of Insurance, Claims Services Bureau, [redacted]

[redacted], Los Angeles, CA 90013, ###-###-#### or ###-###-#### (Out of State).

If you have any further questions or wish to discuss this matter, feel free to contact us.

Sincerely,

Claims Manager

Review: On 11/25/2014 a claim was filed where I was hit by a subject in my work area. The subject who hit me left a note stating he had hit my front end, I reported the following to my insurance company. They stated they would take care of it, one month later I have not heard any updates from my insurance company. I called my representative three times, two of the times I left a message and no return call and the third time she did answer but only told me they are waiting on the other insurance to respond back. I recently spoke with the at fault party and he told me he called the insurance twice and told them what had happened. my representative from mercury insurance Shakeena Hodges has been very irresponsible in not returning my calls or even trying to give a quick update. It feels like i'm the one that is putting in more work when it should be my insurance company doing the work.Desired Settlement: Finish the job, get my car repaired and if I leave a message at least return my call so I can get an update.

Business

Response:

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

Review: Hi

My Vehicle's dashboard showed red alert [Air Leak]. I drove to near dealer. Dealer check and confirmed 3-tires were damaged. I might run over something or someone used some sharp objects and damaged tires.

I called Mercury, report the incident. Mercury sent some private contractor to inspect the vehicle which is at my dealer location.

Mercury person contacted me and told me that Mercury will pay 25% and I need to pay 75% based inspection results.

The inspection personnel report mentions that my vehicle's tires are damaged because of too much usage(I forgot that particular word used). Inspector did not spot any damage caused by nails or any sharp objects.

I failed to convince them.

As I wanted my vehicle back asap and I end up with repairs done. More over and paying $xxxx from my pocket.

I need help.

Thanks

[redacted]Desired Settlement: Hi

I wanted my money refunded.

Mercury Insurance can re-visit the damaged tires that are at the dealer location.

Thanks

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.

My tires are in good condition. The damage to the tires due to road hazards. I received similar response from the agent appointed for my case. I use this car for my pleasure. This is a brand new expensive ($8X,000)vehicle with strong tires. If tires were worn then it will show on the console. There is no question of worn. Also note that My Vehicle was not towed, I drove the damaged(tires) vehicle to the dealer location. Kindly issue reimbursement check.

Regards,

Business

Response:

[redacted]

Review: I was involved in an automobile accident February 6th 2014. I was run into the center divider by a drunk driver who proceeded to flee the scene. He was caught and arrested for driving under the influence and hit and run. After the accident my vehicle was damaged to the point it was deemed a total loss and I had medical bills for the emergency visit and chiropractor bills, on top of lost wages from work. My insurance company, Mercury insurance, turned out to be the other party's insurance company as well. When I talked to my claims rep he took my statement and based off of the police report he said I was not at fault for the accident. I was contacted by the other party's agent saying they were disputing liability and that they needed my deposition, but since they had the police report from the police and my agent said I was not at fault I felt it unnecessary. After I refused they continued to harass me, constantly calling me and not accepting my responses. Finally after a few weeks with no response I called back and they said they didn't need the statement and they were accepting liability. Once I got my settlement for my totaled car, my agent said I'd have to deal with the other party's claims agent for my bodily injury settlement. After I submitted my bills totally about $1400, they came back with an offer of $1800 which was a total low ball offer which was a slap in the face for all the pain and suffering I experienced. I refused the offer and they said the would get back to me. We played phone tag for weeks and they would not give me a fair offer. My dad called the complaint department and the lady did nothing to try and help saying there was nothing she could and said if I had issues I had to work them out with the claims agent, the same one that was harassing me with phone calls, then not returning my calls when I tried working things out. She said the only way to get a new offer is resubmitting all my bills, which I found out they the miss calculated.Desired Settlement: My accident was 10 months ago and I'm still fighting with the insurance company just to get a fair settlement for an accident that was in no way my fault. I've endured so much harassment and having to defend myself after being run off the road and left there. I was asking for $6500 and they refused. I just want to get a settlement I feel I deserve and I'm sure if both parties weren't the same company they would be doing more to help me. And I don't see the fairness in having to plead my case to people who don't even represent me and felt getting hit by a drunk driver was all my fault.

Business

Response:

We are in receipt of your request for assistance via the Revdex.com dated 11/17/2014. Your desired settlement is indicated as $6500.00 settlement for the accident. Our claims file indicates our conversation with you of 11/12/14 with a settlement offer of $6000.00 which was explained to consider your medical bills of $1328.65, loss of earnings $10.50 and general damages as a compromise to resolve your claim. Your response to our offer was a settlement demand of $6200.00.

In detailed review of the damages you have presented to us for medical treatment following this loss, we note that the emergency room provided a work release form for two days which was fortunately not needed. The ER doctor recommended recheck in 2-3 days with a private physician and to take over the counter Ibuprofen, 3 tabs every six hours. The ER examination was one day after the accident. On 2/10/14, four days post accident, Powersource Chiropractic was consulted. Following fifteen visits for treatment the chiropractor released you with "no pain" and stating "Ms. [redacted] chose to stop care based on the resolution of her subjective complaints." Based on the documentation provided by you, form the medical professionals who treated you, we would conclude that your injuries following the accident were quickly resolved and fortunately subjective in nature.

We would like to conclude this claim with you by reaching an agreed settlement amount for your injury claim as soon as possible. We have accepted liability for this loss, paid for your property damages and are looking forward to the resolution of your injury claim. We will be happy to send a release of all claims for your signature and return to finalize this matter with you.

Branch Manager [redacted]

(714) 255-8900 ext. [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.

[I am not satisfied with this resolution because from this message I realized Mercury once again miscalculated my total loss of wages because of the accident. After I resubmitted my medical bills I included a copy of my hours missed the week of the accident from my employer's payroll program. I missed work for two days after the accident, and I had to leave work one hour early on the third day due to back pain. So total that would be 17 hours of lost wages at $10.50/hr for a total of $178.50, not the $10.50 Mercury is claiming. This is the second time I brought this up to the Mercury claims agent. I have proof via an email conversation on 9/22/14 with the agent. These continuous mistakes is why I am asking for the $6500 now, Mercury keeps rejecting my offers to finally settle.]

Regards,

Business

Response:

Dear Ms. [redacted],

Thank you for the information regarding your lost wages following this loss. We are in receipt of a copy of your payroll check pay period 1/26/14 - 2/8/14. Sick pay indicates 16 hours and a handwritten note regarding one additional hour on 2/9/14. Thank you for the correction of total loss of earnings $178.50 in addition to the total of your medical bills $1328.65.

Our settlement offer of $6000.00 remains fair and reasonable as compensation for this loss. Fortunately, your injury complaints resolved with report of no further pain and you chose to stop the care you were receiving. Again, we are looking forward to resolving this matter with you. Please contact us to finalize your claim and we will promptly issue a release for your signature followed by payment.

Sincerely,

Arroyo Claims Branch Manager

Review: Mercury Insurance Group

PO Box 4600

Rancho Cucamonga, CA 91729

888 917-6372

Mercury insurance group is my insurance company for a rental unit. I had a issue with one of my rentals, and they refused to cover the damage.

my file number with Mercury insurance is [redacted]

my policy number is [redacted]

date of loss 12/23/15

After two different inspections from the insurance company, they are stating the Mold issue is NOT covered by their policy due to the issue being a long term damage issue. I have renter insurance for reason, and they are trying to weasel their way out of paying for the damage. They claim it's long term damage, however I have documentation showing this issue was due to a plumbing issue that was not known until floor was pulled up i.e. the insurance company knew as soon as I knew when a leak was discovered.Desired Settlement: I am asking them to cover the mold damage to the unit. I have receipts for all costs that have been accrued due to repairing the damage, that they refused to fix.

Business

Response:

Dear Policyholder:

We have reviewed your claim file and your concerns. You submitted your claim after you had evicted your former tenant and discovered your building to be in a distressed condition. Our inspections of your building revealed that there were extended levels of water damage and/or mold growth throughout that had proliferated over a long period of time. Photos of these conditions are attached. This damage proliferated due to high levels of humidity and apparent lack of ventilation. Although there was a reported pinhole leak from a plumbing line behind a kitchen wall, the amount and aged appearance of the damage from this slow leak evidenced that it had been occurring over a long period of time. As stated in our previous correspondence to you, your insurance policy contains language that excludes damage from mold as well as continuous or repeated exposure to moisture and humidity.

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,

Business

Response:

[redacted] spoke with "[redacted]" at the Revdex.com dispute center and advised that there was no verbiage from the complainant stating the reason(s) for their dissatisfaction with the company's response. [redacted] advised that this complaint should have been "closed" since the complainant provided no additional feedback. [redacted] stated that no response is necessary and that this matter will be "closed" by the Revdex.com.

Review: I added my sister to my policy when she got her driver's license in California. The quoted amount over the phone was different from the bill that they sent me. I was being billed 3x the amount. I was told they needed a proof that my sister is mature driver and even though I fax them the proof that she was driving in Wyoming before moving to CA, they did not revert back to the first quoted amount. Then they threatened me to send the bill to a collection agency if I don't pay. Even though I told the the customer's service that I did not agree to pay the said amount but the amount initially quoted to me over the phone, they insist that their "assessment" of the insurance. If they have told me the real assessment would be in the beginning, I wouldn't have added my sister to my policy. The dispute was to no avail and now they are charging me $577 for 30 days insurance coverage.A letter from [redacted] and Associates came today for collect the "unpaid debt".... an insurance charges that they decided I should pay without my permission or knowledgeDesired Settlement: Charged me the original amount of insurance quote that was given over the phone and not their bloated second quote that I was surprised to get when I get the bill.

Business

Response:

Reference Complaint # [redacted] The proof of prior licensing experience for the additional driver that was added to the policy was never received. There were several discussions with AIS and Mercury that customer had regarding needing this proof but it was never received. The rate was adjusted based on the only licensing experience that could be verified. Sincerely, [redacted]Customer Relations Manager

Review: Hello,I purchased insurance with Mercury Insurance Group in May 2014. I added Mechanical Breakdown Protection to my policy on June 3rd 2014 over the phone. Mercury Insurance Group is now saying they have no record of this and that I'm not covered for Mechanical Breakdown Protection. I have a record of the phone call. Thanks,[redacted]Desired Settlement: I would like Mercury Insurance Group to honor my coverage and pay for my repairs.

Business

Response:

Re: complaint [redacted]

Complainant: [redacted]

To Whom It May Concern:

We received complaint #[redacted], on October 2, 2014. Since then, we have attempted to contact Mr. [redacted] via telephone ([redacted]), and email ([redacted] We have not received a response. We have also contacted Mr. [redacted]’s independent insurance agent, Auto Insurance Specialist, to see if they have heard from Mr. [redacted]; they have not.

We have no record of Mr. [redacted] purchasing a Mechanical Breakdown Protection contract from Mercury Insurance. Until we are able to communicate with Mr. [redacted] we have no way of investigating further.

Regards,

Consumer

Response:

Review: It's been 5 months now that I was involved in a car accident that I was not at fault. Right away I contacted mercury insurance to file a claim informed them with the police report and all the information they need and notified them that I was injured. My claim is getting handled by [redacted] but yet have I spoken to her in these past 5 month. She has called me once and every time I call and leave a message she will not call back all I have received are letters by mail stating that she wants to help and please contact her, but when I do call she never answers and never calls back. If they really want to help they would call back instead of sending me letters. These past 5 months have been horrible as I'm going through extreme back and neck pain so bad that my arm is losing feeling and mobility. My doctor bills are pilling up and more treatment is needed to be done. All I want is my car fixed and my health to be taken care of I'm not asking for anything else from a company that I thought cared for their customers. The reason why I selected this insurance company was for the care and loyalty for their customers but sadly I was wrong and once this claim is over and done myself and my family will be canceling are policy with this company.Desired Settlement: I would like my car to be fixed with no cost to me and my recent medical bills and future medical treatment to be taken care of.

Business

Response:

In response to your Revdex.com complaint in which you state that your Claims Representative, [redacted], was unresponsive, we respectfully disagree. This loss was received by this claims branch on 12/19/13 and call was made and a message was left at the phone number you provided on the same day at 3:56pm. Her contact information was sent to you on the same day. When no response was received, MS. [redacted] called and left a message for again on 12/30/13 at 8:21 a.m. Another phone message was left for you and we received our first voice mail message from you on 2/7/14 at 12:25pm. Ms. [redacted] returned your call the same day at 3:37pm and again left a message for you to contact us. Messages left at your phone number on 4/8/14 and 5/5/14 went unreturned. In addition to the phone calls we also sent correspondence requesting you contact us to set a vehicle inspection on 4 separate dates. We contacted the other driver’s insurance, Geico. The representative from Geico, advised us they had accepted liability for the accident. They further advised us they were also willing to take care of your damages. The representative at Geico stated they attempted to contact you but was unsuccessful. We sent a letter to you providing the other insurer’s contact information in the event you wanted to go through them. Our representatives are frequently on the phone servicing customers and therefore not always immediately available. However, their voicemail messages

contain instructions to press zero for immediate help. Unfortunately, you did not use this option. You would have been connected to another team member who would’ve gladly set a vehicle inspection. Upon learning through the Revdex.com that you intended to repair your vehicle, Ms. [redacted] called you and was after a second try, was able to reach you. On 6/5/14, we set vehicle inspections at 2 different body shops, explaining that we would waive your deductible, since Geico had accepted liability. As of this writing, 6/12/14, our records indicate you have not taken your car into either shop. As regards to your need for a rental car and your bodily injury claim, Ms. [redacted] has advised you that you do not have Rental car benefits on your policy and you do not have Medical Payment coverage so these parts of your claim would have to be pursued through Geico. We once again provided you with their information. We also have contacted Geico, who had closed their file in this matter to advise them of your intent to pursue rental and bodily injury claims. We made sure Geico had your correct contact information. Our sincere desire is to resolve your collision claim. To that end we have provided you with Ms. [redacted]’s supervisor’s extension and email address. Ms. [redacted] will be glad to help you if Ms. [redacted] is not immediately available. In the event neither is available, press zero and any of the other supervisors can assist you.

Review: My automobile insurance through Mercury Insurance Company policy was terminated unbeknownst to me. I paid the bill using the automated service in August 2014 (as I have done on time every 6 months since August 2010 by phone or online), but the payment was never processed. I do not know why the payment was not processed. I was involved in an accident on Monday 10/27/2014 and I only found out the next day, when I went to the Mercury agent's office, that my policy had been cancelled since 09/01/2014.

Mercury Insurance did not attempt to contact me by mail, phone calls or emails between 09/01/2014 and 10/28/2014 to notify me of the termination of my policy. I was unaware of cancellation of the policy until 10/28/2014. Pursuant to F.S. 627.728, the cancellation will NOT be effective unless the insurance company sent the first named insured 10 days' written notice. This notification did not occur, and, I should be entitled to all benefits under our policy. The Mercury Insurance company conducted an investigation, done by [redacted] (claim department (800)-987-6000 ext 62680), which confirmed that the only "Notice of Termination" was sent to their agent and never to us.

Please note:

• We were never notified that our payment did not go through, that my policy had been cancelled, and I was uninsured. The DMV was never notified that our policy had been cancelled, and we were uninsured.

• The “Florida Automobile Insurance Identification Card” from Mercury Insurance Company of Florida that we keep in each of our automobiles states an expiration date of 03/01/2015.

• The Mercury Insurance of Florida investigation confirms that the only "Notice of Termination" was sent to BUTLER-VAUSE,INC. [Mercury's agent] and never to us,

• We have been customers with Mercury Insurance since August 21, 2010, have never missed a payment, and have always paid six months in advance.

• We both have “SAFE DRIVER” status on our driver’s licensesDesired Settlement: I have repaired my automobile and would like Mercury Insurance to handle ALL claims related to the other parties involved in the accident.

Business

Response:

The following is the body of the most recent letter that was sent to Mr. and Mrs. [redacted] regarding their coverage for the subject claim, [redacted], under policy number, [redacted]:

Thank

you for your recent correspondence dated December 23, 2014. Please allow this

response to correct some misinformation contained in your letter. First, there

was no Notice of Cancellation sent to you as this matter involved a Renewal,

not a midterm non-pay cancellation. The Florida Statute you cited is in regard

to non-payment of premium under an installment plan. Second, you noted that you

paid via the automated system, however there is no evidence that your policy

was ever accessed or that any payment was made on or about the time the Renewal

payment was due. The Renewal Notice (enclosed) was mailed to [redacted] on July 28, 2014. A Reminder Notice (enclosed) was mailed to [redacted]

on August 26, 2014. Both Notices indicated premium was due by August 31, 2014

in order to continue your policy with Mercury Insurance. A Notice of Expiration

(enclosed) was sent to you at [redacted] on September 8, 2014. The

Butler-Vause address indicates that the agent/producer was copied on the

Notice, not that they were the primary recipients. Coverage terminated

effective September 1, 2014 at 12:01am as the Renewal premium was not received,

this is nearly two months prior to the subject claim’s date of loss.

Regrettably, your policy was not in force at the time of this accident. Mercury

was unable to afford you any coverage due to that fact. The decision was

arrived at thoughtfully and after confirming the information as outlined above.

Mercury’s position is firm and we consider the matter closed.

Please Contact the file handler, [redacted] at 800 987-6000 ext. [redacted], if you should have additional questions.Sincerely,[redacted]Claims Branch Manager

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.Unfortunately the answer of Mercury Insurance is not accurate for the following: 1. I have accessed Mercury’s online website in August and recall logging in when I went to pay. I will say it one more time, I do not know why my payment did not process and I did not notice that it did not process. I have never claimed anything else. I know now that my account was not debited. I realized it October 28th, 2014.2. I have never received any Notice of expiration because it was not sent to me! It is obvious that the notice of expiration is addressed to Butler-Vause (please see enclosed document). I have put the Notice of expiration in a Mercury envelope and the Butler-Vause address fits perfectly in the envelop window. My address does not.3. Mercury did not electronically notify the Department of Motorized Vehicle either (F.S. 324.0221), which is a violation of insurance code. Action, which indirectly would have allowed me to become aware of my situation.Because of the lack of communication from Mercury to me and between Mercury and the DMV, I feel Mercury bears responsibility. I do not consider the matter closed and will investigate all possible avenues to resolve this issue. I am still hoping we can find a compromise to resolve this issue without further legal action.Regards,[redacted]

Business

Response:

Unfortunately, short of extending coverage where no coverage is owed, it appears Mercury will be unable to resolve the complaint to Mr. and Mrs. [redacted]' satisfaction. Let me address each point made in their last response:1. They allege that the Mercury Insurance website was accessed in August to make a payment. Previously, Mrs. [redacted] stated she accessed our system via phone. Either way, there would be a digital record of them accessing their policy. Despite several attempts to locate any indication that their policy was accessed, nothing was found. The [redacted]' also cannot produce any confirmation number for any transaction and have acknowledged no payment was ever debited from their account at that time.2. The Notice of Expiration has their address at the top left which will fit perfectly to a window box envelop when tri-folded. When the tri-fold is reversed, the agent address will show in the window box. The agent is copied on the Notice.3. Mercury did in fact send the FLDMV electronic notice of the cancellation (see below). Whether or not the DMV choses to contact a resident of the State or not regarding that notice is a matter to take up with the DMV.Mercury Insurance has met all of its contractual and statutory obligations in this matter and I will once again reiterate that the Company considers the matter closed.

Below is a screenshot of the data we sent to the DMV.Transaction-Type = 10 is for Cancellation/Non-Renewal; field

positions 8-9 denote this.The effective date of the transaction is 09/01/2014; field

positions 198-205 denote this.Even though there is more than one vehicle on the policy, we

only need to send one record to cancel/non-renew.

Review: I am very disappointed of the service, untrained agents, and the misleading quotes provided. I feel discounts were applied incorrectly to sell me a lower payment on the policy. My rate was increased by $100+ from $632.87 to $747.

From the start of the quoting process, I was asked and stated that I have a business degree in Management Information Systems. The agent applied an Engineering Degree when I never said I had an engineering degree. Hence, the discount was removed. I was contacted by the agent to supply a copy of my degree and was told the discount was going to be applied once again. The result was only $21 because I have a business degree. Now there is a balance of $87 due. I contacted the agent via phone and email, but no one ever got back (see email.) A week later, I call Mercury’s main number [redacted] and the person I spoke to told me the balance is due because they did not receiving the copy of the degree.Desired Settlement: I had expressed to the lady that the balance of the amount due does not make sense to me and she transferred me to [redacted]. I have no clue who [redacted] was and had to explain the 2nd time the reasons for my call. I asked [redacted] why I was being transferred to him and he said he’s in a different department that can handle my question. In actuality, he is the account manager for [redacted]. He then explained that the increase due was because I did not have an engineering degree. I told him that I never said I had an engineering degree. He said he will talk to the sales agent [redacted] and get back to me. It has been over a month and no word from them.

I don’t understand why I am being told different reasons from different people every time I call. It is one company and information should be consistent. I expect a refund of $220.80 based on the calculation below. Furthermore, I should not be penalized for penalized for early termination.

Business

Response:

It is our understanding that the customer has resolved this matter with her insurance agent. If this is not the case, please respond accordingly.

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.

Message from [redacted] President, [redacted]: "In the meantime, I’d like to offer my sincerest apology for the error that has been made and would like to offer you a full refund of all premiums paid to Mercury Insurance Group on your current policy term if you chose to cancel your policy. I’ve sent you a form “Cancellation Request - Policy #[redacted]” using my electronic signature vendor, Adobe EchoSign, that you can complete if you chose this option. So that you may have some time to replace coverage, I’ll extend this offer though 03/06/2015." Regards,

I had the worst experience ever!!!First the claim representativ[redacted]

There is no exact word for it in English, but the [redacted] have one: "[redacted]" (SHAH den froy deh). [redacted] is a [redacted]. As the old evangelism slogan goes, people don’t care how much you know until they know how much you care.e never contacted me as I was told. When I contacted her ([redacted]) she said she tried to contact me but the number was wrong, was my email address wrong too? It took almost 2 weeks to get my car to a repair shop.The Secretary at shop kept insisting I do estimate only, finally a worker resolved that. I was told I had a rental reserved only to find out I had to pay $ 150 deposit. The repair date kept Changing. Got my car back now my outlets are not working so,when I get off work at 11:30 pm I have no phone for emergencies and no time to go back to get that fixed.when I returned my rental I was told I wasn't getting my deposit back until Mercury paid for extra days. I talked to [redacted]s' supervisor who was really rude and told me she would cancel my policy the next day and refused release of my deposit. I ended up being over an hour late for work. Had no money for gas or groceries but I pay my insurance every month and I have rental car coverage. The could have told me about the deposit. After paying $500 deductible, $300 car payment, and $159 for insurance I am so hurt. I will be cancelling my policy as soon as this is over. My boyfriend has Mercury as well I will have him cancel also. I'm letting all my friends and family now don't do business with Mercury, if you are cancel ASAP!!!!

Review: I purchased a car on May 12, 2014 which is the same day I purchased an agreement with Mercury Insurance Group. Around thirty days after having the vehicle I noticed a slight noise coming from the grill.The noise began to get louder and louder daily. I decided to bring the car in for repair on June 17, 2014. At that time, my warranty wasn't on file however, it was active a month after the vehicle was purchased. I spoke to a few gentleman and was told I had to wait ar least eight hours for them to receive the info. I paid for the repairs and submitted the invoice on June 17, 2014. The agreement states that coverage is active one month and 1,000 miles after agreement date. My first issue is that I received a letter stating that my invoice wasn't accepted however , it was dated as December 5, 2013! Clearly, I wasn't the intented person for this letter because I hadn't purchased the vehicle at that time. The invoice was submitted one month and five days after the purchase with almost three thousand miles added to the vehicle after purchase. So why am I not covered? I really need some assistance with this matter.Desired Settlement: I would like to be refunded for the repairs that are in fact covered by the warranty.

Business

Response:

Review: I was a Mercury Insurance customer since 2013. Since then, my premiums kept increasing, despite the fact that I have had not accidents and/or traffic violations. When I contacted my agent after the most recent increase letter on March 2015, I was told that Mercury determined my annual mileage being 7000 miles and increased the rate based on that. I provided my odometer reading to the agent, and after so many emails, he told me he dropped the rate from $801 to $476 for 6 months. I don't know how Mercury could determine my mileage when I never send them written documentation regarding any changes. I have not doe it verbally either. As a matter of fact I moved to a lower risk area and my work is only a few blocks away from my home. They have been overcharging me all this time without justification. Every time there is increase, I would contact my agent, and what I would hear is the increase was due to increase in insurance cost in general. That is not true. Your rate can even go down when you maintain clean driving record. never happened to me. The company has very abusive and negligent practice, hidden fee policies for which they have been sued already back in 2006. Now they are doing it again.Desired Settlement: I want them to refund me all the money that I have been overcharged all this time.

Business

Response:

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 approximately

30 days prior to the renewal date to give them plenty of time to contact the

agent with any policy updates. This is actually the cover letter sent and

therefore the first page of each renewal offer.

Vehicle mileage is considered a primary rating factor in

calculating the insurance premium, therefore it is imperative that we have an

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.

The original inception date of this policy was

10/2/2012. The named insured on the

policy is [redacted]. Ms. [redacted]

and a 2013 Honda Civic were added to her father’s policy effective 8/1/2013. At this time the customer advised us that the

annual vehicle mileage was 5,000 miles per year. On the following dates we mailed renewal

offers along with the cover letter advising the customer to contact their agent

with mileage updates:

9/3/2013, effective

10/2/2013. The mileage remained at

5,000 per year.

3/3/2014, effective

4/2/2014. The mileage remained at

5,000 per year.

9/2/2014 effective

10/2/2014. The mileage was

increased to 6,000 per year.

3/5/2015 effective

4/2/2015. The mileage was increased to 7,000 per year.

The reason the mileage was not updated at either the

10/2/2013 or 4/2/2014 policy renewals, was because the most recent mileage given is used

for a year from the date it was provided to us.

Since the customer advised us the mileage was 5,000 when the vehicle was

added on 8/1/2013, we left it that way until the 10/2/2014 renewal. During the interim, the customer made an

address change without advising the agent of any change to the 5,000 mileage.

The 10/2/2014 renewal was the first time we actually

increased the mileage on the vehicle from 5,000 to 6,000. Again, we send the renewal offer out approximately

30 days prior to the renewal date to give the customer time to contact the

agent with any updates. Since we did not

receive any updates from the customer, the renewal mileage stayed at 6,000. The customer paid the renewal and therefore

accepted this as the annual mileage.

The next renewal offer was mailed on 3/5/2015, effective 4/2/2015, along

with the estimated annual mileage of 7,000.

At this point the customer contacted the agent and provided us with the

necessary information to amend the annual mileage on the vehicle. This is not a change to amend the mileage

retroactively, as policy changes are made effective when we receive

notification from the customer or in the case of increasing the annual mileage,

at the policy renewal when we have not received an update from the customer.

Based on this we do

not feel we have overcharged the customer and no refund is due him at this

time.

Business

Response:

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 approximately

30 days prior to the renewal date to give them plenty of time to contact the

agent with any policy updates. This is actually the cover letter sent and

therefore the first page of each renewal offer.

Vehicle mileage is considered a primary rating factor in

calculating the insurance premium, therefore it is imperative that we have an

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.

The original inception date of this policy was

10/2/2012. The named insured on the

policy is [redacted]. Ms. [redacted]

and a 2013 Honda Civic were added to her father’s policy effective 8/1/2013. At this time the customer advised us that the

annual vehicle mileage was 5,000 miles per year. On the following dates we mailed renewal

offers along with the cover letter advising the customer to contact their agent

with mileage updates:

9/3/2013, effective

10/2/2013. The mileage remained at

5,000 per year.

3/3/2014, effective

4/2/2014. The mileage remained at

5,000 per year.

9/2/2014 effective

10/2/2014. The mileage was

increased to 6,000 per year.

3/5/2015 effective

4/2/2015. The mileage was increased to 7,000 per year.

The reason the mileage was not updated at either the

10/2/2013 or 4/2/2014 policy renewals, was because the most recent mileage given is used

for a year from the date it was provided to us.

Since the customer advised us the mileage was 5,000 when the vehicle was

added on 8/1/2013, we left it that way until the 10/2/2014 renewal. During the interim, the customer made an

address change without advising the agent of any change to the 5,000 mileage.

The 10/2/2014 renewal was the first time we actually

increased the mileage on the vehicle from 5,000 to 6,000. Again, we send the renewal offer out approximately

30 days prior to the renewal date to give the customer time to contact the

agent with any updates. Since we did not

receive any updates from the customer, the renewal mileage stayed at 6,000. The customer paid the renewal and therefore

accepted this as the annual mileage.

The next renewal offer was mailed on 3/5/2015, effective 4/2/2015, along

with the estimated annual mileage of 7,000.

At this point the customer contacted the agent and provided us with the

necessary information to amend the annual mileage on the vehicle. This is not a change to amend the mileage

retroactively, as policy changes are made effective when we receive

notification from the customer or in the case of increasing the annual mileage,

at the policy renewal when we have not received an update from the customer.

Based on this we do

not feel we have overcharged the customer and no refund is due him at this

time.

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.

Once again, Mercury insurance cannot simply "estimate the mileage" just because they did not receive anything back from me. As a matter of fact, if your estimation was made on valid grounds, as you state it is, then you should have based it in Burbank (back and forth to work since you were provided with both addresses at the time). In fact, I did advise the agent of less mileage due to my move and the vehicle usage, as well as moving to a lower risk area.In addition, usually, simple consumers do not go through the 10-20 page renewal paperwork every time they receive it. It should be the agent's responsibility to advise the customer that this and that could happen in case you do not send some documents on changes back to Mercury. Mercury is simply hiding behind these renewal notices, and policies they send and expect people to respond. Assuming that, after all, it is the consumer's ultimate responsibility to go through the 20 page renewal paperwork and advise the company, it is not a fair practice to so called "estimate 1000 miles more" on each 6 month renewal time, if you were properly notified of the address change, and you can simply Google the distance between work and home. I did advise the agent that I drive my car strictly from and to work, 4 days a week; how could you determine that I drive 6000, 7000 miles every 6 months? We have a spare old and paid-off vehicle available for non work related driving, therefore I use my car for work only. In addition, company claims you could get a discount if you maintain clean driving record; is that so? I have had no accidents, no traffic violations, and what I get in return, is an increase. We all know that premiums may increase at renewal based on your driving record, increase in cost of insurance, and all that stuff. But we also know, that your rate might drop if you have a good driving record.They simply try to get away with the fact that they make bogus estimates for the consumer and increase the premium accordingly. As a matter of fact, I canceled my policy with them not to consider Mercury ever again, after learning about many lawsuits that they had due to similar unfair and abusive customer service and policy service practices. Horrible company with no transparent policies and regulations.

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.

Once again, Mercury insurance cannot simply "estimate the mileage" just because they did not receive anything back from me. As a matter of fact, if your estimation was made on valid grounds, as you state it is, then you should have based it in Burbank (back and forth to work since you were provided with both addresses at the time). In fact, I did advise the agent of less mileage due to my move and the vehicle usage, as well as moving to a lower risk area.In addition, usually, simple consumers do not go through the 10-20 page renewal paperwork every time they receive it. It should be the agent's responsibility to advise the customer that this and that could happen in case you do not send some documents on changes back to Mercury. Mercury is simply hiding behind these renewal notices, and policies they send and expect people to respond. Assuming that, after all, it is the consumer's ultimate responsibility to go through the 20 page renewal paperwork and advise the company, it is not a fair practice to so called "estimate 1000 miles more" on each 6 month renewal time, if you were properly notified of the address change, and you can simply Google the distance between work and home. I did advise the agent that I drive my car strictly from and to work, 4 days a week; how could you determine that I drive 6000, 7000 miles every 6 months? We have a spare old and paid-off vehicle available for non work related driving, therefore I use my car for work only. In addition, company claims you could get a discount if you maintain clean driving record; is that so? I have had no accidents, no traffic violations, and what I get in return, is an increase. We all know that premiums may increase at renewal based on your driving record, increase in cost of insurance, and all that stuff. But we also know, that your rate might drop if you have a good driving record.They simply try to get away with the fact that they make bogus estimates for the consumer and increase the premium accordingly. As a matter of fact, I canceled my policy with them not to consider Mercury ever again, after learning about many lawsuits that they had due to similar unfair and abusive customer service and policy service practices. Horrible company with no transparent policies and regulations.

Regards,

Review: Made a agreement with insurance company on a quoted annual cost after escrow company payed Mercury insurance company in full for the year. Have now received a collections notice for a outstanding balance after I am no longer with the insurance company I do not understand why if there was a change made in the policy without my concent how am I obligated to pay and why it was not billed to the escrow company in the first place after speaking with their billing department and customer care department for over a hour I can not get anywhere the customer care department says they uped my premium after 3 months because THEY didn't know I didn't have a auto policy With their own company that is the most in professional excuse I have ever heard.... I searched for weeks to find a low premium and I feel tricked into believing I was getting a low premium to find out a year later that it was actually $250 dollars higher I could of went with a much better insurance company for that price!!!Desired Settlement: I have already payed for the year of insurance that was agreed upon I would like for the collections notice to be retracted and my credit cleared

Business

Response:

Revdex.com

Complaint Number: [redacted]

Policy Number: [redacted]

Insured: [redacted]

*. [redacted]

Response:

When the application for a homeowner’s

insurance policy was signed by Mr. [redacted], his agent quoted him with a

multi-policy discount for having his home and automobile insurance with

Mercury. Mr. [redacted] was advised that in order to qualify for this discount,

he would also need to secure an automobile insurance policy with Mercury by

April 14, 2015.

The agent confirmed that all of the

paperwork was ready; however, Mr. [redacted] was never in contact with them again

to provide the payment for the automobile policy; therefore, the agency was

unable to submit the application.

When our Homeowner’s department was

notified that an automobile application was never processed, the homeowner’s

policy was issued without the multi-policy discount as the policy did not

qualify without the supporting automobile insurance policy active.

Response Summary:

We have carefully reviewed this matter

and have determined that we are unable to waive the $251.00 that is currently

in collections.

Review: I have an accident on 04/27/2014. and there was no damage happen to both vehicle . and I took my vehicle to get inspected and they say there is nothing wrong with it. and the same thing with the other car got inspected and they found nothing wrong with the car. I got a call from [redacted] and he say we couldn't find any thing wrong with the other car we fully inspect the car and we gave her $100 to go and get car wash. and he said we closed the case. and after one moth I got a call from him again and he said oh we inspect the car and there was damage for $1000 and we replaced the door and we changed a lot of item on her car. I told him put you inspect the car before and you took picture and you told me there is nothing wrong he said yes. so what got change . he said we took the car to different place and they say the door is damage . I asked to send me both report from the adjuster and picture from both time he didn't do that he just send me the paper work from the second time he didn't send any picture . I gave him a picture we have it on the accident and there is nothing wrong with the other car . I called talked to his manager her name is [redacted] her phone number is [redacted] ext [redacted] she say she will call me in two three dayes and she never called back . she say she will investigate the all the paper work she will send me a copy. she didn't .

the scam me I have picture for the other car there is nothing wrong with it . they fully inspect the car they took picture first time . they didn't send me any picture . I think there reopened the case because they get commission from buddy shop. we got accident before and there adjuster he said if you want we have our buddy shop that we trust, and we decided to go with different one he gave us less $500 and he said I never told that . I think same thing happen know these people run a scam bossiness they need to be investigated .Desired Settlement: they need to apology for bad customer service and not providing the information. and investigated the accident and remove the accident from our file.

Business

Response:

Mr. [redacted] was contacted today and this has been resolved to his satisfaction.

Claims Manager

Consumer

Response:

Mr [redacted] contacted me and he say he took the accident from our record

Thank you Revdex.com you always help every budy thank you

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 contact Revdex.com four five month ago regarding same issue and the person over the phone he said I fixed the issue and just go to the web site and respond that we solved the problem. and he lie to me we found that he didn't do nothing. I have an accident and the claim number is [redacted] and the ajuster was [redacted] . they check both car and they say there is nothing wrong with both cars and they close the case. after three month I got a call from [redacted] says that we where wrong and we have to fix her car and replace the whole door was all damage. I said how is that posable he said thats what happen and you have accident on your record. I requested picture and information from the first time and the second time they never send it to me. I contact Revdex.com and he contacted me and his super visor and he said he we gonna take care of it just go to the complane and right its been take care of. I was woundering why my inssurance keep going up . I pulled my report and I found that they put accident in my name. they lie to me.he need to fix it as he promiss and fix the situation. they make the payment over than 1000 so the report it to the dmv.some one got paid for the accident and I think is one of there friend . they need to take care of this and send me a prove that its been take care of.

Regards,

Business

Response:

[redacted]Revdex.com4747 Viewridge Avenue, Suite 200San Diego, Ca 82123RE: OUR INSURED: [redacted]OUR CLAIM NUMBER: 2014 0002 002413-99DATE OF LOSS: April27, 2014YOUR FILE NUMBER: [redacted]Dear [redacted]This is in response to your recent inquiry regarding the above complaint.Please find enclosed a copy of our response to the complainant. We feel that we have resolvedthis to the consumer's satisfaction. If this is not the case, I have invited Mr. [redacted] to contactme directly to discuss.If I can be if any further assistance, please feel free to contact me at the number below.Sincerely,CALIFORNIA AUTOMOBILE INSURANCE COMPANY[redacted]

Review: Mercury Insurance owes me $200 for a rental car that they were supposed to cover while my own car was in repairs. My car was dropped off at the Mercury approved / designated body shop on Wed, March 27, and a rental car was checked out from [redacted] on the same day. My car was ready and picked up from said body shop on Wednesday, April 3rd. Since my insurance policy covers the rental of a vehicle while my own is in the shop, Mercury needs to cover me for the eight (8) days my car was in the shop. Unfortunately, Mercury only covered me for three of those days - namely from April 1st through April 3rd. Therefore they owe me $200 for the five day rental period of March 27 through March 31st.Desired Settlement: I never had any desire to give Mercury a free loan. My credit card is going to charge me interest on those $200, so I need my refund right away. Please ask them to overnight a check for the full refund. Thanks very much.

Business

Response:

From: [redacted] [mailto[redacted]@MercuryInsurance.com]

Sent: Thursday, May 09, 2013 1:38 PM

To: [redacted]@sandiego.Revdex.com.org

Subject: complaint #[redacted] - 2013-0065-001291-32

Good afternoon Ms. [redacted],

Complaint #[redacted] was forwarded to me for response. A

complete review of our claims file indicates that the payment the customer is

requesting was mailed to him at his policy address on 4/10/2013, check number

[redacted]. Our accounting records indicate the payment was never cashed. Your

complaint notification was the first time we were notified that the customer

had not received his payment.

We have left a message for the customer to find out if he

would like the check stop paid and reissued. As soon as we hear back from him

we are confident we can clear up this misunderstanding promptly.

Sincerely,

Mercury Insurance Services, LLC

[redacted] Supervisor

[redacted] 87

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.

A representative from Mercury Insurance left a voicemail stating that they had already mailed the check out, but that I didn't cash it. This is false. I have received three letters in the mail from Mercury. Not one contained any check.

Specifically, their representative's voicemail claimed that Mercury sent out the check on April 10th but I only received letters from them dated on April 9th, April 15th, and April 19th. The first of which is from [redacted] at their Claims Department and states that, "Enclosed you will find a copy of the estimate of damages to your vehicle." The letter dated April 15th is also from [redacted] at their Claims Department and it states that, "we must respectfully decline payment of: a portion of your claim... Mercury is unable to pay for two days of the rental." This letter bewildered me because they were telling me they would not cover the last two days of my rental since I returned it a day and a half after I picked up my car from repairs, but it mentioned absolutely nothing about reimbursing me for their mistake of not covering my rental for the 5 day period of March 27th through March 31st, even though my car was in the repair shop during that period. The final letter I received from Mercury was dated April 19th and it states, "I am the new adjuster assigned to the above captioned claim," signed, [redacted] from their Claims Department.

It was Mr. [redacted] who left the voicemail response to my Revdex.com complaint. I do not understand how three letters from Mercury were successfully delivered, yet the one with the check somehow never made it. In either case, I would like it if Mercury expedited a check for the full $200 and notified me of its tracking number.

Regards,

Business

Response:

On April 10th check number [redacted] was sent to the customer. When we received the Revdex.com complaint our representative contacted the customer leaving a message on May 9th at 9:05am indicating that the check had never been cashed and to call us back if it needed to be stop paid and reissued. We never received a call requesting the payment be reissued.

Today (May 17, 2013) at 2:58pm we have received the Revdex.com response from the customer advising that the check was never received. At this time we have requested that check number [redacted] be stop paid so that we can reissue the payment to the customer. As soon as the stop payment request is processed by our bank we will be able to reissue the check to the customer. The customer will be notified as soon as the new check is sent.

Review: Mercury Insurance has claimed responsibility for an auto accident that I was involved in. During the claims process, the claims adjuster repeatedly lied to me to specifically try and convince me to accept a lower settlement amount. More specifically, during a recorded conversation, they told me my physician said I needed no more treatment and that I was not injured in any area other than my neck. This was done to pressure me into taking a lower settlement amount and was intentionally done with malice.

I contacted my physician because I did not agree with their statements (because they were flat out lies) and he gave me copies of the paperwork he provided to the insurance company which CLEARLY shows that I will require continued care and shows extensive damage and treatment to my feet, ankles, knees, hips and back in addition to the damage done to my neck. Mercury Insurance had this information and they still claimed I needed no more care and that I didn't get hurt in this head on collision beyond a minor neck injury. I understand that they are supposed to be hard negotiators as a way to keep their costs low, however lying like that is absolutely inappropriate and should never have happened.

When contacting them to resolve the situation I asked for a call back and apology and they clearly decided that they are not going to even try to resolve the situation.

This is all regarding claim #[redacted] for a policy held by the opposing driver [redacted]. The accident occurred on December 11, 2013.Desired Settlement: I ask that the company issue an apology for their misconduct during settlement negotiations and that they move forward and settle the case based on the actual statements from my physician. Truth and Honesty is all I want, I'm sure a settlement can be reached if they would just stop lying and consider the actual facts of the case.

Thank you for your help to find a resolution.

Business

Response:

Dear Mr. [redacted],

I have had an opportunity to review the matter. I do not agree with your contentions that the

initial claims representative “repeatedly lied” or applied any “pressure” and there

certainly was no “intentional malice” as you have outlined. These allegations are completely

unfounded. With regard to the need for

future chiropractic care, I have sent

you a copy of your chiropractor’s July 22, 2014 report that clearly outlines

“no future chiropractic care is needed.”

In response to your demand for settlement, we have offered you $3,500.00

for your bodily injury claim.

Furthermore, I do not see any reason why the Company should apologize

for the handling of your claim. We

believe our offer is fair, given the information that has been submitted. The handling of your claim has recently been

transferred to a new representative who you have been in contact with. Please continue to work with the new

representative so that a settlement can be reached.Sincerely,[redacted]Claims Branch Manager

Review: About two years ago, my significant other, who is on my car insurance policy with me, had an accident. Originally, fault for the accident was given to her, but after filing a supplement with the police office, they reversed their fault and claimed that they could not cite fault to her for the accident. I received a letter stating that the accident was not chargeable to us. Eventually, the other party in the accident filed a lawsuit for chiropractic bills, and Mercury decided to settle with them. Also, it should be noted that the other driver was also with Mercury. Anyway, we have discovered that they indeed charged Wenli for the accident.Desired Settlement: That Mercury Insurance follows their word...the accident is not charged to us, and is reversed at the level of the DMV.

Business

Response:

This is in response to the Revdex.com inquiry by [redacted]. Initially we supported our driver's version, especially with the supplemental police report secured. Once the lawsuit was served and defense counsel met with our driver, she forthrightly & candidly stated to defense counsel that she was merging onto the freeway looking straight ahead and admitted she never saw the other vehicle. Our driver is at-fault and legally liable for her unsafe merge.

[redacted], Mercury Insurance Group