Mercury Insurance Group

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 I would like to update you:we were able to get a hold of [redacted] ***'s supervisor who as of last night approved a temporary home for me (a house that I found and not the insurance company)looks like we'll be moving on Monday.I learned that [redacted] has been absent from work this week [redacted] didn't bother to update his voicemail message NOR me (a client IN NEED) of his long absenceit is inhuman to disappear like that when there is a family (and I'm sure he's got other case) that is waiting for a housing arrangement (jury duty is where he is, so it was known to him in advance that he'll be absent)These actions, and the way this company selects to treat families who have lost their home are unacceptable, demonstrate a bullying behavior, and simply not fairmy intentions in this complaint are to bring this matter to a higher level executive that will instruct the people who handle my case to show some sensitivity and to make sure their power is not used is such a horrible way Regards, [redacted]

As noted in our original response, the facts of this accident are disputed Our insured has presented us with his version which on its own is a reasonable and credible account of the accident The complainant has presented us with a different version of the accident which on its own might be considered to be reasonable and credible These two versions are conflicting as to where each party was prior to the collision and as to which party is at fault for this accident There are no independent witnesses or other evidence to prove that our insured is at fault This is a case of one driver's word versus the other driver's word In making a claim for damages against our insured, the complaint has the burden to prove that our insured is legally liable for the complainant's damages This burden has not been met As such, our position in this matter remains unchanged Should the complainant have any evidence that the complaint would like to submit for reconsideration of this matter, we are open to reviewing any such evidence

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 This does not resolve my conflict because we faxed over pictures on 7/30/at 3:49PM Thursday to Mercury Insurance showing them her ID, her insurance card, her car, and my car but yet she's saying she wasn't there, but the pictures prove she was there and all the pictures are dated 7/6/the date of the accidentThe next day she texted my son admitting to be in an accidentShe also told Infinity she was not in an accidentIf her ID and insurance card were stolen there should be a police reported dated before 7/6/that her ID and insurance card had been stolen, because we have pictures of her license and insurance card on 7/6/15.I want my car fixed! She hit my son driving at an excessive speed in a construction zone if her windows had not been tinted so dark she might have been able to see better, and if she wasn't driving so fast trying to squeeze by the accident would have never occurredIn the meantime the damage on my car could be getting worse from the impact it tookIt's not up to my insurance to fix it when it's her faultHere is the mercury insurance number where we faxed the pictures to: [redacted] attn: [redacted] and her phone number is [redacted] Regards, [redacted] ***

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

We have carefully reviewed the areas of concern that Mr [redacted] has addressed in his complaintThe renewal offer that was recently mailed to Mr [redacted] for the policy term beginning July 2, reflects a premium increase due to a speeding ticket with the violation date of August 30, The second factor affecting the premium is due to a general rate increase we had in CaliforniaJust some of the reasons insurance companies change rates are due in part to the escalating costs of repairing cars, the rapidly increasing costs of medical services and the growing cost of simply running a business Other reasons include adjusting rates to reflect actual loss experience Mercury applied for and received approval to change rates Not only are our new rates designed to generate adequate premium to pay the costs described above, but also our new rates are now more in line with the frequency and severity of losses that occur across all of the various risk classifications we have established The percentage of change indicates to what degree our previous rates were out of line with current loss statistics The general rate increase we had in California also affected Mr***'s previous policy term beginning January 2, and the policy term beginning July 2, In conclusion, we have reviewed every rating factor on Mr***'s policy and can confirm that the rates being charged are in accordance with our rate structure as filed with the Department of Insurance

Revdex.com: I have reviewed the response 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, [redacted] Revdex.com You have a new message waiting for you from the Revdex.com in regards to consumer complaint # [redacted] Please click on the link below to access the online dispute resolution web site and read this messageIf a response is required, please respond through the system, using the link providedClick here to see the message If your email program does not support HTML copy and paste the link below into your browser http://odrcomplaint.Revdex.com.org/odrweb/Home/SecureLogin.aspx?SecureLinkGuid= [redacted] - [redacted] To [redacted] @att.net Apr at 3:PM Reply Reply to All Forward More [redacted] @att.net Ref: ID [redacted] ( reply) As stated in my earlier communique, Mercury/ [redacted] / [redacted] was not only expressly informed in August, 2016, that my lease would terminate February 27, 2017, but I paid up to march 1, ( $), while specifically stating I desired to discontinue coverage, thus paying the amount quoted by [redacted] / [redacted] in August, Not only was it EXPRESSED, but my action of paying the amount due for the remainder of my lease period was EXPLICITLY impliedMy mode of payment cha To Revdex.com Today at 11:AM #yiv Ref: ID [redacted] ( reply) As stated in my earlier communique, Mercury/ [redacted] / [redacted] was not only expressly informed in August, 2016, that my lease would terminate February 27, 2017, but I paid up to march 1, ( $), while specifically stating I desired to discontinue coverage, thus paying the amount quoted by [redacted] / [redacted] in August, Not only was it EXPRESSED, but my action of paying the amount due for the remainder of my lease period was EXPLICITLY impliedMy mode of payment changed.I did not state that change was temporary, nor I did not orally or in writing give Mercury my permission to REINSTATE the old auto payAssuming my information had been succinctly communicated to Mercury and [redacted] / [redacted] , no further action from me was necessary The steps I took For making my intention known, demonstrated no ambiguity in my statements or actions.Terminate my auto policy/coverages as of 2/27/2017Stop auto pay Call [redacted] / [redacted] after 3/1/for any refund There were no funds taken from my bank account after August ( until March 2, ), signaling Mercury was aware my mode of payment had changed and I would no longer be on auto payment ( as per the payment of $) and notice of my lease terminationIf indeed I desired to remain on auto pay after August, 2016, Certainly I would not have paid the lump sum paymentObviously Mercury could not insure a vehicle I no longer owned or held in my possession after 2/27/( As per your statement ) “removed comprehensive and collision coverage 2/26/2017” is baffling because “total coverage” should have Terminated, not partialWhy would comprehensive and collision (partial coverage ) terminate on 2/26/given no coverage was no longer necessary at all? The CANCELLATION REQUEST/POLICY RELEASE signed by me on 3/and faxed to [redacted] / [redacted] /Mercury is dated by [redacted] / [redacted] on 3/7/with an effective date and hour of cancellation of 2/26/ During my extensive conversation with [redacted] / [redacted] in August, 2016, I inquired about the refund amount from Febthru March I was told to call after 2/27/ for the refund Since it appears a premium of $became effective, supposedly in January, I received no notification of any remaining balance owing for the remaining period, after having already paid for those months in August It appears there was a disconnect or no communication between Mercury and [redacted] / [redacted] as to my wishesYour communique confirms this lack of communicationThe various dates expressed on the Cancellation form proves Mercury either intentionally chose its own cancellation date and/or ignored the dates on the returned cancellation form signed by me.It appears Mercury is giving me its version, while disregarding all the “expressed and implied actions” by me I attempted to resolve this issue through conversation; the response from Mercury being call [redacted] / [redacted] or from [redacted] / [redacted] call MercuryAgain, if you check your records, you will find the cancellation form with a cancellation date of 2/26/2017, dated and signed on 2/26/Obviously, this does not agree with your assertion [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 Mercury Auto Insurance Group have made no attempt to apologize for any miscommunication that may have arisen and have shown nothing but the utmost disrespectful to myself as a customerIt is highly inconvenient that the key parts of the conversation between myself and the claims adjuster, [redacted] , proving the miscommunication of the deductible were "not recalled." Perhaps if all of the conversations were recorded, miscommunication would not be an issueIn regards to the signed release form from AutoPark Collision, at the time of signing, I did state my concern for signing and stated again that I did not have the deductible and it was stated to me that the repairs would be okayed prior to repairHowever that part of the miscommunication as they assumed and misheard that they thought I did indeed have the deductibleAt this point I expect the same outcome as I give credit to Mercury Auto Insurance Group, which is nothing Regards, [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 My tires are in good conditionThe damage to the tires due to road hazardsI received similar response from the agent appointed for my caseI use this car for my pleasureThis is a brand new expensive ($8X,000)vehicle with strong tiresIf tires were worn then it will show on the consoleThere is no question of wornAlso note that My Vehicle was not towed, I drove the damaged(tires) vehicle to the dealer location Kindly issue reimbursement check Regards, [redacted] ***

Mr [redacted] You sent an email to Mercury Customer service on 10/28/with essentially the same complaints listed here, that Mr [redacted] was rude and accused you of being unemployedIn your email, as in your complaint, you stated the offer that was made of $was inadequateUpon reviewing the email, I immediately composed a letter in response and sent it to you My hope was that by seeing our position in writing, it would help you better understand the basis of our offerFor future reference, my name is not Mr [redacted] My name is [redacted] My response letter is on the way and you will receive it shortly In the meantime, I am attaching a copy of my letter to you, which is our response to the same complaints leveled here in this forum Additionally, I unequivocally deny stating that you were unemployed at any time during our conversationI also dispute your accusation that I was rude, I remained professional throughout our discussionIf you misinterpreted what I said, I apologize for not communicating more clearlyThe content of my letter is as follows: Dear Mr [redacted] : I am in receipt of your receipt email to our customer relations departmentI would like to take this opportunity to clarify the concerns you raised I did not accuse of being unemployed nor did I backtrack on any statements of that kind As I explained to you, I had made a good faith offer to reimburse you for the amount of wages you stated you had lost during the process of dropping off and picking up your vehicle and the rental vehicleThis offer was made without any documentation of an actual wage loss or any documentation that you were employedWhen you immediately accused me of besmirching your reputation by saying you were unemployed, I further clarified that it was quite the opposite, that I was taking you at your word and that is why I made the offerThis was not a back track, it was a further clarification As I explained in our conversation of 10/22/15, there are two potential coverages available through another driver’s policy to third partiesThe first is Bodily InjuryThis would not be applicable to you as you were not in the vehicle at the time of the lossAs the registered owner of the vehicle, the Property Damage is the only coverage that would apply to your claimAs I explained, Property Damage coverage reimburses for any tangible losses that result from the damage to your vehicle, such as the damage to the vehicle, reasonable loss of use expenses or the value of any contents damaged in the vehicleThere is no remuneration for emotional distress, pain and suffering or inconvenience for a property damage claim When you clarified that your claim was lost wages for lost timeI made an offer of $without any verificationWhen you advised me the offer was an insult, I asked how much your wage loss was and you advised me it was $Again, without documentation, I offered you the $you stated was the entire amount of your wage lossAdditionally, please note that under California law you are not entitled to lost wages for a property damage claim This offer was made as a concession We have paid for the damages to your vehicle and we set up a direct bill with Enterprise for your rental You advised that you purchased insurance for the rental car and you will be out of pocket for those charges The majority of insurance companies will provide coverage for you while operating a rental carTherefore the insurance purchased from a rental agency is not neededI explained that if your policy with [redacted] , for some reason, had a provision that did not provide coverage while you are driving a rental, if you were to send us a copy of that policy provision, I would consider reimbursing those chargesYour reaction was that I was “making you jump through hoops” I advised you that I merely asking to provide documentation of your claimTo date, we have not received the copy of your policy language We feel our concessionary offer of $for what you declared to the amount of your out of pocket lost wages is fair

We have looked into the issues identified in the complaint, and apologize to our insured for any inadequate communication Regarding the repairs to the vehicle, it appears that payment was issued to the body shop selected by our insured in a timely manner, less his chosen deductible We were recently advised that our insured would prefer to receive direct payment for his damages On the day of the request, we issued a second, or replacement payment, directly to him Accordingly, and as indicated in the Desired Outcome/Settlement portion of the complaint, the issue has been resolved

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

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]

Mrs [redacted] complaint states that she commenced her policy in January, the payment increased to $after being quoted with a monthly installment of $and that her February payment increased to $However, per the Mercury Application which was signed by Mrs [redacted] ; the policy started effective 12/28/with a quoted premium of $for monthsSix pay was the payment plan selected with a withdrawal in the amount of $being scheduled to be deducted on the 28th day of each month (invoice attached).Mrs [redacted] claims to have not been notified of the change in premium; however, her agent Auto Insurance Specialists mailed Mrs [redacted] a letter on 1/5/requesting proof of homeownership with a due date of 1/(see attached copy).The letter specifically states, “The items checked below are urgently required by your insurance company, Mercury Indemnity Company of GeorgiaTo avoid a premium increase or cancellation, please provide these items as soon as possible.” The letter requested the following documents to satisfy the requirement: Deed, Mortgage coupon, Mortgage agreement, Homestead exemption certificate, a homeowners insurance declarations page from the previous insurance companyWhen the proof of homeownership was not received, the discount was removed and a confirming Declarations page was mailed to Mrs [redacted] along with February’s invoice reflecting the $increase in premium to $This is in compliance with the Provisions of the Policy under 'Policy Changes & Premium' which states:Our contract with you:aIs formed by this policy, the Application, the Declarations, as may be amended by us, and any endorsements issued by us; and bMay be changed only when we issue any:(1) Endorsement;(2) Amended Declarations; or(3) Amended policyIf we make a change to broaden coverage without issuing a new policy form and without any additional premium charge, the change will apply to your policy as of the date we make the change in your stateIf information used to set your policy premium changes, we may adjust your premium per our rates and rules.Furthermore, referencing item ‘H’ of the Provisions of the Policy under 'Policy Changes & Premium' which states:YOU MUST INFORM US PROMPTLY OF CHANGESChanges during the policy term that you must report to us, and that may result in a premium increase or decrease, include, but are not limited to, changes in:aThe number, type or use of insured autos or trailers shown on the Declarations;bThe principal garaging site of any insured auto or trailer shown on the Declarations;cHousehold members or drivers who use insured autos;dMarital status of a driver in your household;eA person in your household reaching the legal driving age in the state where you reside;fCoverage, limits or deductibles;gNumber of accidents, losses or traffic or motor vehicle law violations by any driver who resides in your household or who regularly operates an insured auto; andhYour eligibility or ineligibility for discounts or credits.Mercury’s termination of the "Checkless Pay" program is outlined in the authorization form which was signed by Mrs [redacted] in order to enroll for automatic monthly deductions (copy attached)The form clearly states, “Notification must be received by the Company at least three business days prior to the next scheduled debit date in order to prevent previously scheduled debit transactions.” Also, Mercury’s cancellation procedure is disclosed on the policy application under 'fees' which states, “I understand that I will be charged a $cancellation fee if, during the first month policy period after inception of the policy, I cancel this policy for any reasonThis fee is in addition to any premium the Company has earned for the coverage provided by this policy and may be deducted from any refund to which I am entitledAfter the first policy period, I understand that the Company will not charge any cancellation feesIf the policy premium is paid in installments, an additional $service fee will apply to each installmentIf these installments are paid by automatic payment (debit), the service fee applied to each installment will be $“In conclusion, Mercury Indemnity Company of Georgia will not waive the earned premium of $and is not responsible for fees incurred resulting from the insufficient funds in her account at the time the attempted withdrawal of the earned premium of $was madeAs stated in the Notice of Cancellation which was mailed to Mrs [redacted] on 3/17/17, “If the premium has been paid, a premium adjustment will be made as soon as practicable after cancellation becomes effectiveIf the premium has not been paid, a bill for the premium earned to the time of cancellation will be forwarded in due course.”Tell us why here

Mercury Indemnity Company of Georgia, has conducted a thorough review of the claim and its investigationWe obtained statements from both drivers involved in the lossWe were unable to secure any statement from the witness to the loss as they were not identified by the police reportEach driver had conflicting statementsThe police report confirmed both parties had been consistent in their statements regarding liability in this loss The driver of the claimant’s vehicle was making a left hand turn across traffic without right of way, by all versions of the lossAlthough our insured was cited in this loss there is no corroborating evidence to support the claim made All parties agreed that the accident occurred in the center turn laneThe only contested item was why our insured was in the center turn lane at the time of the lossOur insured remains adamant it was because he swerved left and braked to avoid contact with the claimants vehicleConsequently the loss occurred in the center turn lane instead of the left through laneBy all standards the turning vehicle had the greater duty when turning left across traffic Given the information we have to date we have denied liability in this word versus word disputeGeorgia law bars recovery for any party 50% or more at faultAs such no payment will be made on this claim An official liability denial letter has been mailed to the claimant

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

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

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. ***, if you should have additional questions.Sincerely, [redacted] Claims Branch Manager

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 Lol, shame on you, Mercury You are the one who contract these people so you should not push the blame on them I believe you should have at least made an effort to contact me even if you say they don’t work for you If they are contracted by you, then that should mean they are getting some time of compensation from Mercury As a result of your uncaring response, I now have definitely decided to leave Mercury after 10-years with them I’m glad I got to see that this company won’t even bother to give me a call for a personal apology, much less take care of my situation if I’m in a car accident I was rear ended by someone two years ago, and I remember how terrific her insurance company was in handling the case Now I understand why They do it so people who are not their customers can remember them in times like these And it works I also understand now why the towing company treated us in that way They see Mercury doesn’t care so they also don’t care As much as you like to blame the towing company, you are the face of the insurance This will be the last term I’m with you and I’m gone Thank you for your response Regards, [redacted]

It's unfortunate that the customer felt we were not professional or ethical in our dealings with her I did not find anything in my review of the file that caused me concern The adjusters assigned were simply trying to outline our basis and reasoning for the evaluation we had put on her son's bodily injury claim On May 21, I left messages for Ms [redacted] at two different phone numbers in response to her request for a phone call from me I am not sure how else I can be of assistance to the consumer as the claim has been settled and a release signed There would be no additional payments or negotiations to discuss Sincerely, [redacted] Branch Claims Manager

Our records indicate that Mr*** requested to add his son [redacted] as a listed driver and a Toyota Camry on August 16, We processed the changes accordingly, generating an additional premium of $plus a $endorsement feePayment was not received; therefore, a notice of cancellation for non-payment of premium was mailed to the customerOn September 15, 2017, Mr [redacted] requested to delete [redacted] as a listed driver and the ToyotaThese changes were processed resulting in a return premium of $Since payment was not received, the policy canceled effective September 30, 2017.The August loss was covered and payment was made to the other partyOur claims department is still waiting for the customer's decision whether to repair his vehicle or cash out; however, the October 11, loss was not covered since the policy canceled final effective September 30,