Mercury Insurance Group

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] ***- [redacted] I just want to say that relocation & couch replacement were offered after I directly spoke with ***, supervisor of [redacted] who initially said that they contained the dust & need not be offered place to move & couch which was dry outside but water damaged the inside That was the time everything wad settled

The policy term was set for 1/21/to 1/21/The total annual premium was $which the insured paid 12/ A refund of $was issued to the insured 1/for a policy change which reduced the total premium on the policy The policy was then canceled at the insured's request effective 7/31/and we do charge a $cancellation fee on any policy that is canceled during the first policy term regardless of the reason for cancellation Therefore, the insured was charged $for the period of time coverage was in force and the $policy fee and a refund of $for the overpayment was issued back to the insured when the policy was canceled final

Dear Mr***: Thank you for sharing your concerns regarding your claimPlease know that we value you as a policyholder and have taken the time to thoroughly review your claim file in its entirety At 4:PM on February 26, you reported to Mercury that you had experienced a brethe previous dayContents were stolen and damage was caused to the dwelling and other contentsThe claim was assigned to [redacted] , a Mercury Claims Representative, on Friday, February 27, Mr [redacted] left a message with you on March 2, Contact was ultimately made on March 3, 2015, and Mr [redacted] explained the coverages, benefits, and any special limits and deductible under your policyA recorded interview was secured from you during this call as well On March 3, Mr [redacted] assigned Coast Valley Claim Service, an independent adjuster, to inspect the damageMr [redacted] of Coast Valley Claim Service inspected on March 6, He observed the damage to the front door and to the engineered wood flooringHe reported that he felt replacement of the flooring in the family and living rooms should be consideredMr [redacted] contacted Delta Floors on March 6, for an expert opinion to determine if a match could be found for the damaged floor or if full replacement was warranted [redacted] of Delta Floors was able to identify the type of flooring and advised that it was still being producedHe offered to inspect and prepare an estimate based on his findingsMr [redacted] requested that Delta Floors contact you to arrange a time to inspectDelta Floors contacted us on March 11, advising that they contacted you and were not allowed to inspect as you had not heard from Mercury regarding thisMr [redacted] contacted you on March 11, requesting that Delta Floors be allowed to inspectThey completed their inspection on March 12, In the interim, your Affidavit of Loss and Inventory forms were received by Mercury on March 4, No proof of ownership for the stolen items was submitted with these documentsMr [redacted] left you a message on March 13, and requested any proof of ownership for items listed in your inventory of stolen contentsYou returned his call the same day and advised you could gather some receipts for some of the itemsThe receipts were received on March 16, 2015, and we forwarded the inventory and receipts to Insurer’s World (Enservio) the same dayThis is the company we used to assist us in confirming the value for each itemThe valuation was received, and we issued payment to you on March 30, Payment was based upon the coverages and special limits pertaining to the items that were stolenThis was outlined to you in the letter accompanying the payment On March 13, we received an email from Delta Floors advising that they may be able to match the floor but would need to purchase a box and compare with your flooringMr [redacted] approved this course of action to determine if the floor would matchDelta Floors sent you an email on March 19, confirming that a box of flooring had been orderedYou sent an email to Mr [redacted] on the same day asking for an explanation of the email you received from Delta FloorsIn your email you demanded that the entire [floors] be replaced without questionWe understand that Delta Floors attempted to schedule a time to come out and bring samples of the new floor to see if they would matchWhile we are unclear about the exchange between you and Delta Floors, we understand that there was some disagreement with having them come out Your claim was reassigned to Mercury Claims Representative, [redacted] ***, on March 19, for continued handlingShe sent a letter and contacted you to advise you of this change on March 20, On March 27, Mr [redacted] of Delta Floors emailed you and requested an opportunity to bring the flooring samples out to compare with your floorAfter some back and forth emails between you and Mr [redacted] , you provided a window for him to come out on Monday March 30, between 7:and 8:AM Mr [redacted] was not available during that time, so a time was never agreed upon or scheduled On March 30, we followed up with Delta Floors for a copy of their report and repair estimateThey provided their repair estimate based on their initial inspection and recommendation that a repair might be possible as the flooring was still being producedWe reviewed their repair estimate and issued payment on March 31, Also on March 30, we received copies of the door bids you submitted to Mr [redacted] , the independent adjusterWe reviewed the bids and issued payment for one of them on March 31, On April 1, you provided a bid to replace the flooring and also advised that you were waiting for a flooring quote from two other flooring specialistsYou indicated that you would be submitting their fees for their inspectionsMrs [redacted] replied the same day and advised that we are not able to consider the fees of your flooring experts for their inspectionsWhile you are at liberty to obtain any quotes for repairs to your home, we are not responsible for charges related to these quotes We received a report and quote from [redacted] , one of your flooring experts, on April 7, Mrs [redacted] reviewed his opinion and replied to your email on April 8, again advising that Delta Floors found two possible matches to your floorYou were reminded that until a repair is attempted we would be unable to consider full replacementYou claimed that you had left several messages to Delta Floors to schedule an appointment to compare the flooring Delta Floors claimed that they never received the messagesWe received a copy of your email to them from March 31, requesting that they perform the repairsAccording to an email from Mr [redacted] , Delta Floors was hesitant to schedule a time to do this as they felt your behavior towards them was aggressive and demanding On April 14, we received your letter of April 10, wherein you returned the check we issued for the repair to the flooringWe returned this check to you in our letter of April 16, as we knew that we owed at least that amountThere was no reason to return the check to us as your claim was still open pending the comparison of the flooring samples On April 16, we issued a payment for the contents that were damaged in the lossThe damaged contents were evaluated by Strictly Contents and you were provided with their report On April 17, you contacted Mercury Claim Supervisor [redacted] and asked about how to move the claim forwardHe offered to inspect with Delta Floors to determine if the flooring samples would be a reasonable matchYou accepted this offer, and Mr [redacted] contacted Delta Floors on Monday, April 20, 2015, to make the arrangementsMr [redacted] also contacted you the same day to advise that Delta Floors would be contacting you to schedule the inspection On April 24, Delta Floors and Mr [redacted] inspected the property and compared the flooring samples with your flooringWhile the samples were very close in appearance, it was decided that a patch of the new flooring would be an obvious difference compared to the flooring around itIt was decided that Delta Floors would provide an estimate for complete replacement of the wood flooring in the living and family roomsThis estimate was received and a supplemental payment for replacement of the continuous wood flooring issued on April 28, To date we have issued a total of $32,in claim payments to you Your claim is still open given the continued communication between you and Supervisor [redacted] regarding the flooring replacementIn reviewing your claim, we do not feel that we have mishandled any portion of your claimWe will continue to address any concerns you may have regarding this claim until it is resolved.Thank you, [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.I would like to agree Revdex.com use my complaint as one of the review of Mercury, but please post after July 11thI don't want anyone suffer from that like me but I don't want the review affect my court dateI already filed it to court and please give me your understandingSince Revdex.com did not solve it for me, I would like to stand for myselfFor your reference, details of the offer I reviewed appear below.I discussed with the police offer, which came right after the accidentHe said that what I said was right and matched with what he rememberedBut unfortunately, he did not see how the accident happen, he could not be my witness This is what Mercury said "no independent witness."In addition, Mercury's insured party gave two different statements regarding how the accident happenedHis two new stories are not reasonable and in contrastIf Revdex.com want more review of Mercury, I would like to write about it after my court dateThank you Regards, [redacted] ***

[redacted] *** [redacted] RE: Complaint ID: [redacted] Complaintant: [redacted] Insuring Company: American Mercury Insurance Company Our Insured : [redacted] [redacted] *** [redacted] [redacted] [redacted] Dear [redacted] We have reviewed the counter response dated November 2, The Complainant, Mr [redacted] has retained an attorney to represent him in this matter and Mercury Insurance Group has communicated directly with [redacted] ***regarding Mr [redacted] ’s claims Mr [redacted] chose to have his vehicle repaired at his shop of choice, [redacted] ***Mr [redacted] authorized the repairs and payment was issued by Mercury Insurance for the cost to repair Mr [redacted] ’s vehicle to pre-loss conditionThe check was made payable to Mr [redacted] and his shop of choiceMr [redacted] was made aware of the payment and the fact his name was included on the payment to the repair shop he chose, to address the damages to the vehicleIf Mr [redacted] did not give authority to the shop to cash the check in question, then he should have his attorney contact me and we can discuss this further I will forward a copy of the front and back of the checks issued, to Mr [redacted] ’s attorney The main complaint here seems to be the workmanship and safety of the vehicle itselfPlease note that American Mercury Insurance Company never guaranteed the work done at [redacted] *** The repair estimate states “THIS IS NOT AN AUTHORIZATION TO REPAIRTHE UNDERSIGNED REPAIR FACILITY AGREES TO REPAIR THIS VEHICLE USING INDUSTRY ACCEPTED EQUIPMENT AND METHODS, AND TO COMPLETE AND GUARANTEE SAFE REPAIRS ” As it appears the complaint pertains to the standard of completed repairs by Mr [redacted] ’s shop of choice, we believe Mr [redacted] ’s claims are with his Shop of Choice and not with Mercury Insurance Group It is also our understanding that the shop has offered to work with an independent appraiser to find out what the exact issues are and to bring this matter to resolution To date, Mr [redacted] has not taken advantage of this offer We recommend that Mr [redacted] have his attorney work with this shop and an independent appraiser to bring this matter to an amicable resolution Should you have any questions regarding the above or require further assistance I may be reached at [redacted] Very truly yours, AMERICAN MERCURY INSURANCE COMPANY [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 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 policyI’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, [redacted] ***

Dear Ms [redacted] , We are writing you this letter in regards to your request for assistance with the Revdex.com concerning the repairs to your [redacted] *** After reviewing your file, we have determined that your Electronic Suspension Compressor was mechanically faulty and thus unrelated to the damage from the loss of 8/19/The accident related damage to the rear of your vehicle was minor cosmetic damage, located near the rear bumperThe Electronic Suspension Compressor which controls the ride height of your vehicle is located by the front bumper near the right apron, far from the point of impactWhen we initially inspected your vehicle at your chosen shop, they informed us that they were not equipped to diagnose and/or repair the issue with the suspensionTherefore, we advised you that a mechanic of your choosing would be needed to further diagnose the problemWe also expressed to you that a fee may be incurred in diagnosing the issue with your suspension and will be paid only if it was found to be loss relatedOtherwise, you will be responsible for such fees and correction of the problemOnce you selected a shop of your choosing, we could not direct or coordinate the repairs of your vehicle, as they are a separate entity from Mercury Insurance CompanyAll repairs that were performed were authorized by youTherefore, we could not predict as to what order your vehicle would be repaired, nor arrange the time and place you would take your vehicle to your mechanic for further diagnosis When we inspected your vehicle at your dealership, they stated that they could not relate the faulty Electronic Suspension Compressor to your accident, especially when the damage was to the rear end and the faulty part in question was located in the front of the vehicleThe dealership did not mention that any diagnosis would require that the vehicle would have to be in a pre-repaired state, or we would have presented photos of the vehicle before the repairs were commenced The shop, instead, continued their diagnosis and concluded their inspection without such photographs They volunteered that the part in question commonly fails due to wear and tear We would like to address that your shop of choice’s estimate was higher than the shop you initially brought the vehicle, while also taking this opportunity to clarify that we did not approve or pay for the damage to your front bumper, as it also was not part of this loss We were told that the repair and refinishing of your front bumper was a result of your negotiation with your shop manager Thus, the operation performed was free of charge and extended as a goodwill gesture to youThis was not repaired as being part of the loss on 8/19/ At this time, we stand by our decision and findings in regards to your Electronic Suspension CompressorShould you have further information which you feel may support your claim, please feel free to contact our [redacted] ***He will be glad to review any new information you bring forward

As Mercury Insurance was in the process of investigating the accident we referred Ms [redacted] to a body shop for an inspection onlyMercury Insurance did not need or require a second estimate in order to determine liabilityA second estimate would not change the facts of loss or provide any additional information that would have changed our decisionThis was a word versus word loss wherein Ms [redacted] advised that she was stopped intending to turn left then changed her mind and moved her vehicle to the right and struck our insured's vehicleMercury Insurance has found Ms [redacted] to be at fault and we stand by our decisionThere has been no evidence submitted to cause our position to changeWe consider the liability portion of this claim finalAs for any personal injury claim sustained by our insured we are unable to discuss the detailsPursuant to the laws and guidelines set forth by HIPAA all medical information is private Very Truly Yours,Mercury Insurance Company [redacted] Claims Branch Manager

Per Mrs [redacted] ’s complaint, she had requested to remove her daughter [redacted] and the Kia on May 29, due to purchasing a State Farm insurance policy for her Our records indicate that the agent Pacific Affinity Insurance sent the Company the endorsement to remove [redacted] and the Kia on June 13, with the effective date of June 14, The Kia was removed effective June 14, and provided a credit of $ However, [redacted] *as not removed from the policy until June 17, once the signed exclusion form was obtained which provided a credit of $ Thereby, the increase in premium is due to the additional charge for covering [redacted] from May 27, to June 17, and the Kia from May 27, to June 14, Therefore, the Company encourages Mrs [redacted] to present proof that both [redacted] and the Kia were covered under the State Farm policy as of May 29, The submitted proof will be reviewed to possibly backdate the removal of [redacted] and the Kia from the policy

Per Mr [redacted] complaint, he had requested to cancel his policy back in August Mercury’s Cancellation procedure which is outlined in the Provisions 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 agentCoverage shall cease and the policy period shall end on the latest date listed below: (1) 12:A.Mof the day specified by the named insured in the request for cancellation(2) 12:A.Mon the day following receipt by the CompanyThis policy may be canceled by the company by mailing to the named insured, at the address shown in the policy, a written notice stating when, not less than days thereafter, such cancellation shall be effectiveThe mailing of the notice shall be sufficient proof of noticeDelivery of such written notice or request for cancellation by either the named insured or the company shall be the equivalent of mailingIf cancellation is initiated by the company for underwriting reasons, earned premium shall be computed pro rataIf cancellation is for any other reason including cancellation for non payment of premium, the earned premium shall be computed in accordance with the company’s short rate table Since Mercury Insurance Group does not have proof of Mr [redacted] intent to cancel his policy prior to 3/9/and because Mr [redacted] would had to have sent a written request for cancellation to the Company or his agent [redacted] & [redacted] Company; Mercury Insurance will require proof of this initial cancellation submission (examples of proof are: fax confirmation and email submissions)The Company will review the submitted proof for possible amendment to the policy’s cancellation effective date Furthermore, since the policy was cancelled effective 3/9/the refund provided was based off of the Company’s short rate table as stated above (page #10)Also, in an attempt to work with Mr [redacted] for the best possible outcome, Mercury Insurance has removed Comprehensive and Collision coverage effective 2/26/which is the lease return dateHowever, the policy cancellation effective date remains as 3/9/ Per Mercury’s " Automatic Payment " program authorization form which was signed by Mr [redacted] in order to enroll for automatic monthly deductions (copy attached), the form clearly states, “Mercury will automatically debit any future installments from your account By signing the authorization form, Mr [redacted] agreed to, “authorize Mercury Insurance Group to initiate monthly deductions from my bank account when payments are due for my Mercury accountPayments will be withdrawn on the payment due date or the following business dayI understand that Mercury will notify me if my debit amount changes by more than $from my previous deductionI may terminate this agreement at any time by notifying Mercury in writingNotification 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.” In conclusion, Mercury Insurance did not deduct an unauthorized withdrawal payment as a renewal offer was mailed to Mr [redacted] on 1/27/(copy attached)Renewal offer also included an invoice in the amount of $stating, “your policy is currently set up with automatic paymentYour account will continue to be debited automatically on the same day each month.” That being so, should Mr [redacted] have proof that a signed written cancellation request was provided to his agent or the Company prior to 3/9/17, Mercury Insurance encourages Mr [redacted] to submit this proofPrior to Mr [redacted] policy cancellation, the policy had renewed effective 3/1/Should the proof submitted confirm that the Company or the agent [redacted] & [redacted] Company did receive Mr [redacted] cancellation prior to the renewal date of 3/1/17, the Company will honor the date after the cancellation request was received as the cancellation effective date along with full reimbursement of Mr [redacted] renewal paymentTell us why here

To Whom it May Concern: This loss occurred when our insured was sitting in his parked 2010 Mazda 3 with his door open. A city bus passed by this car hitting the door as it went by. The vehicle was towed to [redacted] Garage body shop on 9/25/17... and an inspection was set up. The body shop ordered parts on 10/2/17. The repairs were started and additional parts were ordered 10/5/17, 10/13/17, 10/23/17, and 10/24/17. The body shop’s last order for parts was on 10/27/17. All parts took no more than 3 days to receive other than the trim panel that was backordered. The repairs were completed on 10/27/17 except for this trim panel. The body shop has agreed to pay for one week of your rental for the delay in ordering the initial parts. We are not responsible for any parts delays. The adjuster handling the claim made contact with the city the first day she received the claim. They requested forms be filled out and signed before they would review the claim. The adjuster sent the forms the city needed to our insured on 9/29/17 already completed. We just needed a signature to file these. On 11/9/17, we received a denial from the City of San Francisco. Cities frequently deny all claims initially. Once we make the final payment to the body shop, we will send the matter to our subrogation (collections) department to see if they will be able to pursue the city for the damages paid out. The photos of your vehicle may help prove that the bus was at fault. We cannot reimburse your deductible at this time because the other party has not accepted liability. This is a condition of your policy with Mercury Insurance. [redacted] ***, a Senior adjuster in my department, has done everything possible to resolve this claim as quickly as possible. Because the damage was so extensive, more damage was found as the vehicle was torn down so more parts had to be ordered. The total of the repairs was $4248.98. Mercury Insurance only provides a total of 30 days of rental coverage on your policy but if there is any outstanding amounts not paid, we will add these to our demand to the city. We cannot promise these funds will be reimbursed as door losses can be very difficult to prove. If you have any further questions, you can contac [redacted] at 888-263-7287 ext ***.

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, and the offices were closed November 27, through November 30, On December 1, the claim was assigned to an adjuster The adjuster contacted you on December 1, and explained you had collision coverage with a $deductible and rental car benefits of $per day for up to 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, the adjuster contacted the other party's insurance company, reported a claim and left a message for a call back On December 12, the adjuster called the other insurance company and left another message as no return call had been received On December 16, you contacted the adjuster and requested status The adjuster advised we were pending contact with the other party's insurance company On December 23, the adjuster contacted the other insurance company again and left another message requesting a return call On December 26, 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

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
as I stated in the original complaint I did not recvd correspondences from your company and did not authorize any amount other then the original premThis is not how you collect a debt and is not what I agreed to a pin signing up with your insuranceI have spoken to al banker who set up the plan and agree my authorization was for the peek amount of and nothing moreGiving me a generic reply such as that is not going to satisfy this issue at allYou must obtain written or verbal consent to withdraw money from a person with a specific amount detailed in conversation or paperThat was not done and there for I am due a refundI will persue this further if needed due to the gross negligence of this company.
Regards,
*** ***

#*** The motor vehicle accident in question was reported to us by Mr*** on April 18th, Since this time we have made multiple written and verbal contact attempts to reach our insuredAt this time we have not been able to reach our insured to verify the facts of the loss and
confirm this is a covered lossOur insured has a contractual obligation to cooperate with our investigation in order coverage to be affordedWe will continue to process this claim within industry standards

Per Mr*** complaint, he had purchased a vehicle in June and claims that he specifically asked for the coverage to be moved from one vehicle to the otherHowever, our records indicate that Mr*** directly contacted Mercury after-hours on June 23, in which a temporary binder was
provided for a HyundaiAs only temporary binders for newly acquired vehicles are provided after-hours, Mr*** was instructed to follow up with his agent on the following business day for any other policy amendments In discussing this matter with Mr*** agent Lithonia Insurance, the agency advised that Mr*** did not contact their office until after July 21, requesting to backdate the removal of the AcuraHowever, the agent advised Mr*** that this could not be completed without proof that the vehicle was sold or insured through a different carrier and thereby did not submit the endorsement to remove the Acura as proof was not received. The agency also confirmed that Mr*** request to cancel the automatic payment was forwarded to Mercury from their office on June 21, 2017; however, the initial request was submitted to an incorrect email addressConsequently, causing a delay in the processing of the automatic payment cancellationThe agency resent the request on June 23, 2017, but it was too late to stop the automatic draft In conclusion, the Company welcomes Mr*** to submit proof that the Acura was sold or insured through a different carrier prior to the cancellation of the policy June 23, to possibly backdate the removal of the Acura

A refund in the amount of $was applied to Ms*** credit card on May 2, (proof attached)At the time Ms*** contacted the Company she was provided with the ending digits to the credit card that the refund was applied toHowever, Ms*** did not recall the credit card number
and indicated that she had possibly closed the accountMs*** will need to obtain the refund from the credit card company directly

As previously stated, *** *** was advised on 11/2/that an adjustment to the amount due could be made if verification showing when possession of the Buick Lacrosse occurred from the sellerThis proof could be in the form of a sales contract which *** *** would have been given a copy of at the time he purchased the vehicle from the car dealership

This is not our client and please remove ASAP!!!The client does not even mention us as their agentThis is common senseThis is the second time this has happenedAll you have to do is confirm with the person making the complaintPlus, all that you need to do is call Mercury and they will
tell you who the agent isPlease confirm that you have received and corrected this problemMarian Louise Jenkins

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