Mercury Insurance Group

On 12/21/15, we sent Ms [redacted] a notice advising that she had an outstanding balance on her initial policy A 2nd notice was sent on 8/25/advising that the funds were still due When Ms [redacted] then rewrote a policy with us, we sent a notice on 11/3/advising that since the balance was still outstanding on her prior policy, we would then deduct it from the funds applied to her new policy and since her policy was set up for automatic payments, the payment was directly withdrawn from her account This was amount for was for unpaid premium from a prior policy and will therefore, not be refunded

I am in receipt of the above complaint which includes a statement of the problem and proposedresolution.I have reviewed the entire claim file including multiple conversation between the adjuster andthe complainant and conversations we had with our insuredI have also viewed thephotographs of the complainant's vehicle.This is a disputed loss that was reported to us by the complainant on 7/9/In an effort toconfirm the facts of loss as reported, we attempted to contact our insuredAfter multiple callsand letters, we were able to talk to her on 7/20/In that call, she told us that she was not in anaccident, the complainant has all the wrong information and her Mustang is not damaged.She also advised us that her insurance card was stolen.We have set up an inspection of our insureds vehicle in order to see if there is any damage orrecent repairsIt would also help us if the complainant supplied us with copies of the photos shehas of our insureds driver's license, insurance card, and vehicle and any text messages she hasfrom our insuredOnce the above items are in, we will contact the complainant and advise herof our position.If you have any questions, feel free to call me at [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below On June 3rd, I placed all call to Mercury Insurance that lasted minutes, reviewing the details of my new Mechanical Breakdown policy Regards, [redacted] ***

To whom it may concern, As a matter of customer service, California Automobile Insurance Company issued a $payment to Enterpirse Rental Company on October 7, on behalf of [redacted] The $payment represents the maximum amount of coverage payable under Ms [redacted] policy ($per day for a maximum of days)MsKarr was informed of our decision to pay the full policy limit on October 2, With the issuance of this check the matter has been resolved Thank you, [redacted]

We have responded to the complainant's request for assistanceI have attached a copy of our response for your recordsIf we can be of any further assistance, please feel free to contact [redacted] at 714-255-extension ***

We are in receipt of the insured's complaint and would like to take this opportunity to respond We understand MrsInsured is uncomfortable with her name being issued on the check and having to sign the check over to [redacted] to resolve the Emergency Water restoration work they completed to prevent further damage In order to honor MrsInsured's request, her handling adjuster, [redacted] , is in the process of issueing a "Stop Pay" on the check and once completed, we will reissue the check in the name of [redacted] and send it to them directly We typically name the insured and the vendor on checks like these to protect the insured's interests, but due to the insured's stated concern, we will issue the check directly to [redacted] without naming the insureds on the check.In addition, Mrsinsured stated we did not determine where the water was coming form or that we would not honor her request of obtaining a second opinion on the HVAC system In order to determine where the water was coming from and why her HVAC system had failed, we hired HVAC Inspections to inspect her unit This vendor determined that her system failed due to faulty installation and as such, ultimately allowed the condensation line to not drain properly which resulted in the observed water damage to her home As we have a professional opinioin on the cause of the failure of the HVAC unit, we did not determine that we needed to hire a second expert to inspect the HVAC unit as we already determined the cause However, if the insured decides to hire another HVAC vendor to inspect the unit, she may do so at her own cost, and if the findings are different, we will have her expert and our expert speak and make sure everyone is in agreement We are open to reviewing additional information as to the cause of the HVAC unit's failure, but at this point have determined the believed source/reason of the unit's failure.Unfortunately, since it was determined the HVAC unit failed due to improper installation, and this is a specifically excluded cause of loss under the policy, no coverage exists for the HVAC Unit itself and a partial denial to the insured was subsequently issued.We have investigated the insured's loss and have determined the source and resulting damage that occurredWe have paid for the covered damages and excluded the non-covered items such as the HVAC unit itselfIf additional information is provided that the insured wishes to have us consider, her handling adjuster, [redacted] , will gladly review

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

Expressed and implied actions are not a part of Mercury Insurance's policy cancellation procedure nor of its " Automatic Payment " program as previously addressedNo other action or perception of the Company's cancellation practices will supersede the Terms and Conditions of both the auto policy and the automatic payment programMr [redacted] accepted the Terms and Conditions of the auto policy and the automatic payment program by providing his signature on the policy application and Automatic Payment program authorization form It is imperative that Mr [redacted] review the Provision of the Policy (page #10) “Cancellation: This policy may be canceled by the named insured by mailing a written request for cancellation to the Company or its agentAlso, Mercury’s " Automatic Payment" program authorization form which was attached in the last responseThe form clearly states, “I authorize Mercury Insurance Group to initiate monthly deductions from my bank account when payments are due for my Mercury accountI may terminate this agreement at any time by notifying Mercury in writing." Mr [redacted] has confirmed that he did not submit his request to cancel the policy nor the automatic payment programHad he provided a written request to cancel the automatic payment, the renewal payment would not have been withdrawnMr [redacted] 's argument that a future cancellation date had been 'implied' along with the action of paying a particular payment amount will not change the Company's positionDue to this fact and in attempt to work with Mr [redacted] for the best possible outcome, Mercury Insurance removed Comprehensive and Collision coverage effective 2/26/(lease return date) as Mercury Insurance afforded Liability coverage up until the policy cancellation date of 3/9/ Given this, unless Mr [redacted] secured new insurance coverage prior to the cancellation effective date of 3/9/17, the Company is unable to cancel the policy earlier than 3/9/as Mercury Insurance afforded Liability coverage up until this dateHowever, if new insurance coverage was secured, we encourage Mr [redacted] to submit his new carrier's identification cards as proof that he had concurrent Liability coverage Should the proof submitted confirm that Mr [redacted] had concurrent coverage, the Company will honor the new carrier's effective date as the cancellation effective date of the Mercury policyTell us why here

Dear Ms***, We are in receipt of your settlement demand and medical billing for treatment following your accident of 12/6/ As we have advised the statute of limitations for your injury claim expired on 12/6/Due to an oversight on our part resulting in a lack of notice to you regarding the statute of limitations for your claim, we are extending the time allotted to resolve your claim with youThe statute will be extended for days following contact by your adjuster, [redacted] Guido by phone and/or correspondenceWe anticipate speaking to you on 12/18/and apologize for this oversight and anticipate reaching an agreed settlement with you Sincerely, [redacted] Arroyo Claims Branch Manager

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 ManagerIt 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 callThe other driver is claiming injuries and is represented by an Attorney The Bodily Injury settlement is still pending

[redacted] I have reviewed the response made by the business in reference to complaint ID [redacted] *nd have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] They say that my dispute is with my shop of choiceThey paid them in advance, so I had no way to accept or decline the repair of my car with said repair facilityMercury's Estimate guarantee's safe repairThe repair is anything but safe, and is not to pre-loss conditionSince 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 valueMercury was ripped off by said company just as much as I wasThere are at least $1,dollars worth of parts and 20-hours of labor that were billed but not completedI had no way to refuse the repairSince I am financially unsophisticated I feel both the repair facility and Merury are taking advantage of meSince the insurance company paid in advance, The repair facility had no incentive to repair my car in a timely mannerIt took eight and a half months to get my car backThe insurance company only supplied a rental fpr three monthsI was left without transportation for five and a half months and now I'm left driving an unsafe carIf 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 structureHere 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: The rear frame rails and unibody structure ate not properly weldedThe rear suspension is not properly attached to the structureThe brake lines are bent improperly and hang down where they could catch on somethingThey are not secured so they are always flexing and will eventually breakThey are touching the exhaust pipe which could boil the brake fluid which would render the brakes ineffectiveThe fuel lines are bent and hanging down just like the brake lines and are touching the exhaust in two places which is a fire hazzardThey are also rubbing the shock and could rub throughWhich would also be a fire hazzard8.The rear brakes are improperly assembled and one has already came apartThe left rear wheel was left looseTwo nuts were left off the exhaust systemThis is a carbon monoxide poisoning riskI have tried on several occasions to get the insurance company to come and ispect their repair and see what $30,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 conditionTheir 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'sGetting rides, borrowing cars all while making $a month car payments for a car I couldn't use and I no longer have any equity inI had $11,in equity before the accident that is gone and I'm left to drive an unsafe carIf I were to die because of this repair not only would [redacted] be liable so will Mercury insurance groupI can fix the issues but, I will not until this is resolved but I will still be driving it, so wish me luck!

Good Morning, I have again reviewed your file with regards to your inquiry on the damage to the other vehicle The adjuster, [redacted] and the supervisor [redacted] reviewed the details of the claim with you We confirmed the area of damage caused by the driver of your vehicle The damage was a small dent/crease on the passenger side rear quarter panel The other party repaired their damages through their insurance company We only paid the damages as outlined Unfortunately repairs often require other components be removed and reinstalled (not repaired) in order to get to the damage and repair it properly Mercury Insurance followed all industry accepted standards for proper subrogation handling We did our due diligence to review the facts given to us and only pay for the area that was damaged Thank you[redacted]

Better Business Bureau: 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 There was no such email in my spam or junk mail folder as they eluded to in their response I want the tickets, it's only fair, I complied with the requirements by getting the estimate., [redacted]

December 9, [redacted] RE: COVERAGE INVESTIGATION NAMED INSURED: [redacted] POLICY NUMBER: [redacted] CLAIM NUMBER: [redacted] DATE OF LOSS: November 20, Dear Ms [redacted] : We are in receipt of your request for assistance from the Revdex.com Please note we are investigating a coverage issue surrounding your policy, as it appears, your policy expired due to a returned paymentA second payment was received after the above referenced loss and your policy has since renewed with a lapse in coverage Presently, Mercury Insurance Company is working to resolve your concerns noted in your request for assistanceA coverage decision has not yet been made and we will notify you of our decision as soon as possible Sincerely, Mercury Insurance Company [redacted] Claims Department [redacted] ***

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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below (a) Firstly I did not claim that the actual damage was Noticed on Dec 12th What I said was that I saw puffiness on the wall paint besides the bath tubThen on Jan 22nd I scrapped off the puffy paint and it started peeling offI wasn't aware that the puffiness was a result of the Mold until I scrapped off the wall paint(b) Secondly I pay the insurance premium so that damage such as this is covered and rectified by the insuranceIt's atrocious that insurance company is avoiding the expenditure they must incut and looking into saving money and not providing the service they are bound to provide to their consumers Regards, [redacted]

Per Mr [redacted] complaint, he claimed that our website and quote process does not state that we do not conduct business in his state; however, the initial step in Mercury’s quote process requires entering a zip codeAt which point the session is then linked to Everquote which states the following, “Mercury has partnered with EverQuote to connect you with other insurance companies, because our products aren’t currently available in your areaThis is good news for you! EverQuote can help get you the lowest rates available.” Per Mercury’s Terms of Use ‘Links to other sites’: This Site contains links to other sitesMercury provides links to other sites as a convenience to persons who visit the Mercury SiteIf you choose to use the services provided by those sites, you may be asked by those sites to provide certain personally identifiable information (some of which may, on an individual or aggregated basis, be shared with Mercury)Please be aware that Mercury is not responsible for the privacy practices of those sites, even though Mercury's name or logo may appear on those sitesWe encourage you to be aware of that when you leave our Site and to read the privacy policies of each and every website that you visit, as the privacy policies of those sites may differ from oursOur Privacy Statement applies solely to this SiteMercury is not responsible for the contents of any linked site or any link contained in a linked site.Mr [redacted] also states that he was informed by the soliciting companies that they had purchased his information from Mercury Insurance and states that Mercury's website does not state that his information would be soldPer Mercury’s Privacy Statement under ‘Information sharing and use’:Mercury does not sell information about you to othersIf you only browse our website and do not supply any information, you will not receive unsolicited E-mail, telephone calls, or other marketing materials from Mercury as a result of your visitThis Privacy Statement applies to the following members of the Mercury Family of Companies: Arizona (Mercury Casualty Company), California (Mercury Insurance Company/Mercury Casualty Company/American Mercury Insurance Company/California Automobile Insurance Company/Auto Insurance Specialists, LLC), Florida (Mercury Insurance Company of Florida/Mercury Casualty Company/American Mercury Insurance Company), Georgia (Mercury Insurance Company of Georgia/Mercury Indemnity Company of Georgia/American Mercury Insurance Company), Illinois (Mercury Insurance Company of Illinois/Mercury National Insurance Company), Michigan (Mercury National Insurance Company), Nevada (Mercury Casualty Company), New Jersey (Mercury Indemnity Company of America/Mercury Insurance Company of Illinois), New York(Mercury Casualty Company), Oklahoma (American Mercury Insurance Company), Pennsylvania (Mercury Insurance Company of Florida/Mercury Insurance Company of Illinois), Texas (Mercury County Mutual Insurance Company/American Mercury Insurance Company/American Mercury Lloyds Insurance Company), Virginia (Mercury Casualty Company/American Mercury Insurance Company/Mercury Select Management Company, Inc.), All states with the exception of Connecticut and MainePoliSeek AIS Insurance Solutions, Inc.Mercury’s Privacy Statement ‘Links to Other Sites’ also states, “MercuryInsurance.com contains links to other websitesThese other websites are not under Mercury's direct control, and they may collect information about you that Mercury does notWe are not responsible for the privacy practices or the content of linked websites.”MercuryInsurance.com clearly identifies the states that the Company operates in, clearly indicates that the Company does not sell the user’s information to others and contains the disclaimer that the Company’s website contains links to other websites that are not under Mercury’s control nor is Mercury responsible for their privacy practicesMr [redacted] will need to contact Everquote to have his information removed.Tell us why here

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

Vehicle mileage is considered a primary rating factor in calculating the insurance premium; therefore it is imperative that we have accurate mileage estimates for all vehicles California law requires that we periodically ask our customers to verify the annual mileage for all vehicles on the policy and allows for the use of our own estimates if the customer does not provide us with an update Each time we offer renewal on a personal automobile policy we send a letter with the renewal offer asking the customer to contact his/her agent to provide the estimated annual mileage they expect to drive in the next 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 days prior to the renewal date to give them plenty of time to contact the agent with any policy updates If the customer calls to adjust the mileage after the renewal date, the change is made effective the date received and calculated on a pro-rate basis For example, if a customer calls and lowers the mileage days after the policy renewal date, the customer will only be charged for the higher mileage amount for the days that the vehicle was rated that way, not for the entire policy period All of our procedures, including the procedure pertaining to annual mileage have been approved by the California Department of Insurance

Unfortunately, short of extending coverage where no coverage is owed, it appears Mercury will be unable to resolve the complaint to Mrand Mrs [redacted] ' satisfactionLet me address each point made in their last response:They allege that the Mercury Insurance website was accessed in August to make a paymentPreviously, Mrs [redacted] stated she accessed our system via phoneEither way, there would be a digital record of them accessing their policyDespite several attempts to locate any indication that their policy was accessed, nothing was foundThe [redacted] ' also cannot produce any confirmation number for any transaction and have acknowledged no payment was ever debited from their account at that timeThe Notice of Expiration has their address at the top left which will fit perfectly to a window box envelop when tri-foldedWhen the tri-fold is reversed, the agent address will show in the window boxThe agent is copied on the NoticeMercury 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 = is for Cancellation/Non-Renewal; field positions 8-denote this.The effective date of the transaction is 09/01/2014; field positions 198-denote this.Even though there is more than one vehicle on the policy, we only need to send one record to cancel/non-renew