Mercury Insurance Group

On July 24, Ms*** and the Mercury adjuster had a phone discussion in which they came to an agreement re: fault for the loss. Mercury agreed to accept 50% responsibility. During that conversation arrangements were discussed for an inspection of Ms***'s vehicle.On July 26th an
automatic status letter was mailed advising Ms*** that we still needed an inspection in order to resolve her claim.On July 28th Mercury received notification that Ms***'s vehicle had been inspected and that the estimate was approved for paymentA check for $was issued on that same date.On July 29th Mercury called Ms*** to advise her that the check had been mailed as of the day before and to let us know if she didn't get it within the next few business days. As of August 4th the check was noted as having been honored by the bank. No further automatic status letters have been mailed and the file is currently closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

On January 18, a claim was reported for damages to the customer's home from roof leaks and moldOn January 19, claims representative *** *** inspected the home to find various areas of the home affected by roof leaksWe contacted Assured Professionals to
inspect the roofOn January 23, they found issues with the installation of the cap sheetThis condition allows water to enter the homeThe cap sheet was found to be installed improperlyJanuary 25, Dynamic environmental was called to test the property for asbestos and leadThey determined the affected materials in the home did contain asbestos and required abatement On February 2, *** *** spoke with *** ***Mrs*** requested that this claim be withdrawn and closedOn February 3, 2017, *** *** advised that she now does want to pursue the claimWe requested the services of ** *** to complete an abatement estimate for the mold and asbestosOn February 22, 2017, we issued payment to Mrs*** for the abatement of the asbestos and mold in the home We are currently awaiting the repair estimate from ACI Construction once the mold and asbestos abatements have been completedTell us why here

Ms***, We inspected your Jeep Liberty Sport on February 15, and found no loss related damage to your vehicleThe following day, the shop completed a tear down of the vehicle (consisting of removing the rear gate mounted spare tire and rear bumper cover) and found no damageYou also indicated your gear shift lever was not workingHowever, upon inspection we found that the gear shift lever was working properly and that the red gear indicator was not moving into positionThis is not related to our loss; rather it is due to wear and tear of the vehicleWe advised you of our findings in writing on February 17, You were also advised the issue would need to be further diagnosed by the shop at your expense should you feel the issue is loss relatedHowever, you have yet to complete any further diagnostic inspections or provide us with any further information regarding this issueWith regards to your alleged injuries; the physical damage to both vehicles involved in this loss confirms this was a very minor collisionAgain, there was no loss related damage found upon inspection of your vehicleGiven the very minor nature of the collision, we believe it is highly unlikely the occupants of your vehicle sustained the forces necessary to cause injuryOur position concerning your injury claim remains unchanged

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
[They did not inform me of these charges and hid them in the paperwork to get away with itIt's misleading and unfair.]
Regards,
*** ***

*** *** policy was in force from 1/26/to 7/26/On 7/18/16, an endorsement was received and processed to delete a Volkswagen and add a Buick Lacrosse. The policy was then canceled by the insured effective 7/26/On October 21, 2016, Mercury Insurance received a
letter from *** *** regarding the amount dueA response was sent November 2, which offered an adjustment to the amount due if verification showing when possession of the Buick Lacrosse occurred from the seller and/or a copy of the insurance certificate showing it was insured elsewhere was providedNo further correspondence has occurred since this date. Our telephone recordings are only retained for days so we are unable to comply with a request to provide *** *** with a copy, however, the notes taken by the customer service representative on July 18, clearly indicate that coverage was desired for the Buick

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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 resolvedI am letting you know that Mercury insurance is in the process of fixing our car and they are renting us a rental until the process is complete which is 8-20-Thank you for all your help
Regards,
*** ***

We have reviewed this information and CANNOT provide a response due to lack of information. Mercury Insurance has numerous companies and locations. In an initial search we do not show a consumer with a policy in our database with this name. To provide a proper response
at a minimum we need:Company of record that issues the policyName of the Insured and/or Policy numberState Policy is issued in/for. Again upon review we do not show the person listed as a policy holderSincerely, *** A***SrAdministration AnalystMercury Insurance Group###-###-####c***@mercuryinsurance.com

We are writing you in response to your recent inquiry with the Revdex.com complaint regarding your tow and damages for your Lexus ES Please be advised we have contacted Agero in regards to your concernsThey have advised us that they have completed an investigation on
their end and have denied causing the damage to your car At this time, we would like to inspect your vehicle to confirm what the cause of your damages are related toYour adjuster *** *** has reached out to you on 8/8/requesting to set up an inspection at your shop of choice Please give your adjuster a call once you are ready to set up the inspection so we can proceed with our investigation

*** *** spoke with "***" 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*** advised that this complaint should have been "closed" since the complainant provided no additional feedback*** stated that no response is necessary and that this matter will be "closed" by the Revdex.com

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
Regards,
*** ***
As you can clearly see in the police report the size and shape of the bumper on the Jeep match the damage on my vehicleThe officer, not taking exact measurements, states the damage approximately matches.Did you view the photos I sent to your agent which (with a measuring tape) clearly show the height and width EXACTLY matches the damage at inhigh and inwide)?When does someone adamently denying that they were responsible for damage make their statement true?Is this the first time in history that someone denied responsibiltiy?Can anyone attest to the fact the the Jeep did NOT hit my car?Did you respond to the fact that I CAN provide you with testimony that my car was undamaged prior to the Jeeps arrival and WAS damaged after its arrival.Are you taking into consideration that NO ONE else (aside from the band members) could have parked in this zone during this time and therefore NO ONE else could have caused damage?Did you EVER take the time to question the officer or Jeep owner further?Did you examine the Jeep personally?The issue at hand is that Mercury is taking someone at their word rather than question him further, examine his car, etcand has therefore clearly NOT conducted an appropriate or LEGAL investigation or anything that resembles one.Have you considered that ignoring facts and holding me responsible for something I am clearly not (damaging my own vehicle-which I could not do while inside the building), you are breeching the legal terms of your policy?Are you aware that you are ignoring the fact that the Jeep driver has committed perjury?

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
[This response completely unacceptableVolkswagen CC is in a class above Volkswagen Passat which is listed as a premium car on *** car listingsI have Emails directly from *** *** and *** ***, that is proving how the issue was not resolved by them, not my being uncooperativeI can not even believe they even claimed that***, herself brought up the issue of 'value lost' and send me a check for the time being for the wrong type of rental I was givenThey weren't able to provide the required information for a new rental car reservation because they were not able to note my email address correctlyI was also informed by the associate at the *** location, the lady from Adjuster's office (***) never called back for the reservationIf needed, I am more than happy to provide screenshots of the emails I was sentYou will be able to see how many wrong email accounts they used and how incapable or uncooperative this business has been while I was driving a non- maintained vehicleTheir claim of me refusing to talk to anyone is a big lie, as I have talked to several people from *** and The Adjuster's officeI'd be more than happy to provide phone call logs as well ]
Regards,
*** ***

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
I spoke to the *** *** mechanic and the person who was dealing with the insurance and they said Mercury insurance bullied and harassed them to make a 100% diagnosis based on pictures that only showed how low to the tires were to the car. They said they could not determine how bad the damage was because the vehicle's body work was already completed and they said they could not tell by the pictures. He said it was emails and visits in which they felt almost bullied into saying that if they are not 100% sure, but they said they cannot be 100% sure if they don't see how bad the damage was to the body. The ideal thing would have been to take the car first and then they could make a 100% diagnosis. They said that due to the limited picture view, they could not determine 100%, but they said that if this damage to the suspension happened before the collision, the car would be unable to be driven because the pictures are showing the tires hit the car. The dealer said they informed Mercury insurance that they have never seen damage like this and the car would be undrivable if the damage occurred before the collision. The car was being driven by me and the tires were not hitting the car, like the way it was after I was hit
The Mercury rep told us he sees the damage only after we made him go back to the body shop and see how the muffler is twisted. It was when he went back, saw the extensive damage that he said he would have the outside fixed first since the car was already there and then he would have the car towed to the dealer for the mechanical issues because he also saw how it is impossible that the car could be driven in those conditions. Their response claims they had the conversation with me about them having to determine if the mechanical problems was caused by collision and that it was possible that they could reject it. I admit they did have this conversation with me, however this was before anyone even went out to look at the car. After they went to look at the car, the adjustor said he would have the car towed to take care of the mechanical problems, since he is seeing how damaged it was
We were tricked into believing them and that is why we agreed to their timeline. Now that we know better and now that we have spoken to the mechanics at the dealership, I now realize they were intimidating the personnel into citing with them, which they said they told the insurance people it is possible to see this damage to an older vehicle that was hit from behind, but again, they cannot know 100% since the car's exterior has already been fixed and they cannot determine how extensive the damage was to the outside. The mechanic and *** *** personnel said they told Mercury it could go either way, because they could not tell due to the body being fixed.
Now I have a car that worked fine prior to this accident, but now is undrivable and they say it was not due to the damage of being hit. So it must have magically happened while it was waiting at the body shop to be fixed. They defrauded me and now I can't drive my car
Regards,
*** ***

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 approximately
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 *** ***. Ms***
and a 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,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,per year
3/3/2014, effective
4/2/2014. The mileage remained at
5,per year
9/2/effective
10/2/2014. The mileage was
increased to 6,per year
3/5/effective
4/2/The mileage was increased to 7,per year
The reason the mileage was not updated at either the
10/2/or 4/2/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,when the vehicle was
added on 8/1/2013, we left it that way until the 10/2/renewal. During the interim, the customer made an
address change without advising the agent of any change to the 5,mileage
The 10/2/renewal was the first time we actually
increased the mileage on the vehicle from 5,to 6,000. Again, we send the renewal offer out approximately
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

I have reviewed the claims file in regard to your Revdex.com complaintYou state that Mercury did not contact you for a month after the 2/5/lossThis loss was reported by our insured and he supplied us with no information with which to contact youWe received a call from you, Mr***, on 2/23/16,
days post loss, and the file notes reflect that you would not release your contact informationWe received a phone call from you, the following day, 2/24/in which a vehicle inspection was set for the following dayDuring this conversation we advised you that our liability decision was pending in as much as our insured was disputing the facts of the loss and that you should mitigate your damagesWe also sent a letter advising you to mitigate your damages while liability was pendingIn this conversation you advised us that you could discuss the claim further as you were now represented by an attorneyWe did send a letter stating we would reimburse you for $per day of rental car expenses once liability was determined to be adverse to our insured but this letter does not mention a specific number of daysThe letter stated that if your vehicle was declared a total loss, which it was, rental reimbursement would end after the company offered settlement in lieu of repairsWe conclude our liability decision on 3/8/and an offer to settle was made by us and accepted by you on 3/11/We have paid for days of rental plus tax, $to Enterprise Rent-A-Car and $to *** ***., whose name is on the rental invoice, for a total of $This accounts for the amount of days from when you contacted us and advised us where you vehicle could be inspected until the day the total loss offer was made and acceptedIn my review of the well documented file notes and documents I have found no documentation of claims representative *** *** agreeing to blindly pay for days of rentalThere is evidence to support your allegation that Ms*** liedThese allegations that Ms*** lied Mercury Insurance Services, LLC
*** ***, Claims Branch Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***I had submitted the name of the agency as Mercury InsurancePLease forward to the proper companyI believe that I also submitted my policy number in the complaintThe broker is Pacific Affinity
Regards,
*** ***

We have reviewed this claim, and have again gone over the specifics noted by the complainant and are confident we have ma** a fair and accurate decision regarding the facts that no liability is owed to Mr** ***We note that the adjuster secured Mr** ***’ recorded interview on 5/22/after his attorney dropped him as a client In his recorded statement, Mr** *** said that he was at the stop light on Burbank Blvd., facing Topanga Canyon when the impact occurredAt this location, there is no center divider on Burbank BlvdMr** *** also confirmed that there were no witnesses to this lossLater on 6/15/17, Mr** *** advised us there was a witness at the local gas station named *** *** whom we have now contacted to discuss what he observedBasically, the witness indicated there was a collision between our insured and Mr** ***’ vehicle but advised us in a voice message later on 7/14/that he really could not assist us any further and could not confirm liabilityThe witness indicated he could not verify where our insured came fromHis statement did not prove liability against our insured, we did not find him completely credible and questioned how he could have viewed the accident from his location at the gas stationWe have also re-visited the USB that Mr** *** provided to us and have thoroughly reviewed it again and find no evidence of his allegationsThere is no specific video showing Mr** *** stopped at the scene and then rear endedThe police report notes that Mr** *** fled the scene and that he refused to provide his full information to our insuredOur insured is adamant that Mr** *** cut in front of him while he was proceeding with his left turn on a green signal and stopped suddenlyOur insured was unable to avoid a collision with Mr** ***’ vehicle due to his unsafe lane change and sudden stopWe do not find any additional information to change our liability position, our stance remains that Mr** *** was the proximate cause of this lossTell us why here

Although we sympathize with Mrs*** experience, the representatives that have been mentioned in this complaint are not employees of our CompanyMercury Insurance Group offers towing service through a Vendor by the name of *** and their information is located on the proof
of insurance cards that both Mrs*** and her son contactedAs a towing vendor, *** contracts with towing companies to offer roadside assistanceThereby, *** will provide roadside assistance regardless of the customer having roadside assistance coverage or notWe have forwarded Mrs*** complaint to *** for further investigation and Mrs*** should be expecting a call from them soon. We sincerely regret to hear about Mrs*** experience and encourage her to contact *** directly at (866) 519-or wecare@***.com should she have any other questions

Revdex.com:
* *** *** *** *** *** ** *** *** ** *** ** *** ** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** ** *** *** * *** *** ***
[Provide details of why you are not satisfied with this resolutionPlease respond in this space ONLY]
The revised bill stated that I have a credit as of 2/12/ That credit was valid till after 2/17/So the revised bill they send wasn't a current as it has information on it So the one they sent is invalid and not a correct bill.
Regards,
*** ***

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