Mercury Insurance Group

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

We have contacted *** *** and refunded all premium for both the auto and homeowners policy. The auto policy was refunded via credit card on 12/and the home policy was refunded via check on the same day

Dear Mr***,We have been notified by the Revdex.com (Revdex.com) that
you have filed a complaintThe Revdex.com has requested that we reevaluate your claim as, according to your complaint, you feel that there was no
urgency in our handling of your claimWith the Revdex.com's
request in mind, we have taken
the time to carefully review the entire claim file prior to responding to you
and the Revdex.com
Our records show that you reported the above captioned claim to
Mercury Insurance Group on June 1, at 10:11am (Pacific Standard Time)
Your claims stems from a slab leak within your residence
As you are aware, this claim was assigned to Mercury Property
Claims Specialist- Field, *** ***, on June 1, and Mr***
called you and set up an inspection for the following day (June 2, 2015)Our
records indicate you had a prior claim with a date of loss of August 3,
for smoke damage to your dwellingPayments on this claim for the re-route
($2,075.00) from the slab leak and repairs ($3,566.43) were issued on June 11,
On June 16, 2015, Mr*** received a call from you indicating that
the incorrect mortgage company was listed on payment for repairsWe ordered a
replacement check with the correct mortgage company on June 17, and Mr
*** spoke with you about the statusOn June 22, 2015, Mr*** *** telephoned Mrs*** to inform her of the FedEx tracking numberMrs
*** had no other questions during this conversationA
subsequent payment for $1,was issued to you on July 6, for the
damaged personal property from this water lossAlso, on this date (July 6, 2015)
Mr*** spoke with the agent (***) to go over claim statusOn July 10,
Mr*** called
you and described the settlement and status of your claim
We are sorry to hear that you were not completely satisfied with the service you received during the handling of your claim. Hopefully you can find some comfort in knowing that we have taken the
time to reevaluate your claim. If you have any questions or
concerns, please feel free to contact your Property Claims Specialist- Field,
*** ***, at *** *** or Property Claims Branch Supervisor, *** ***, at *** *** *** ***.Thank you,Mercury Casualty Company

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
First of all, I let my agent know in advance I needed extra days. She said that insurance companies have no heart and will cancel me on Nov7, if the payment is not received in their office by Nov7, plus they would not reinstate me, unless another application would be submitted. I was not late. I received a letter of cancellation that said at 12:01am Nov8, my insurance would be cancelled. I was really confused/baffled when *** at Mercury said DISREGARD the cancellation letter, AFTER the fact. How do you disregard a cancellation letter? He blamed it on the computer generated letter. *** stated that all my payments had been timely over the past years, never once being late. He said he would reverse the $charge for late (I had not even been late as of that time). I reiterated that I had even paid the $per installment fee each time, too. He said "You even paid the $10.00! "Of course I paid. But now I think I was scammed. I am asking that a total of X $= $refund be given to me. If he is able to reverse the $5, he is able to reverse/refund $120.00. I was more confused with ***'s explanation after I spoke with him. He said I had spoken to his supervisor, when I had not The litany of charges that he used as an attachment is preposterous. Shame on Mercury for scamming the senior citizens who get their Social Security checks on a certain day, and ask/beg for a few more days! Shocking! How do you disregard a cancellation notice that is really for days hence, but no one tells you that
I had heard first hand how Mercury had dealt unfairly with someone else several years ago, not giving a fair auto value for someone who had her car totaled by someone who had Mercury Insurance. The was parked out in front of her work. MERCURY caused a lot of anguish to this person. Not only was her car totaled, but Mercury gave her a rotten deal.
Regards,
*** ***

See the attached document, containing our response to the complaint filed by our customer. Please advise if you require any more information, or have any other questions or comments
Thank you for the opportunity to respond. *** *** *** *** *** *** *** ***
***
*** *** *** *** ***
*** *** *** The insured reported a claim to the Mercury Call Center on Sunday, May 1, for an upstairs master bathroom supply line leakThe insured was provided contact information for emergency services (Servpro and Disaster Kleanup/DKI) as well as a plumber (American Leak Detection) to assist with emergency temporary measuresThe On-Call/After Hours adjuster Mark Di Lauro made contact with the insured that same day, confirmed she was able to shut off the leaking supply line and again provided Emergency Service vendor contact informationNo request for temporary housing was made by the insured.The claim was assigned to Property Claims Representative *** Burgess on May 2, MsBurgess made 1st contact with the insured on May 2nd, obtained the facts of the loss, reviewed available coverages including Contents and Loss of Use coverage, confirmed emergency services were in progress and scheduled an inspection of the residence for the following day, on May 3rdAt the time of inspection on May 3rd, the insured was not presentHer father and personnel from DKI/Restotech were presentInspection found water damage at the upstairs master bathroom toilet closet and the family room ceiling, walls and floors belowThe insured had advised that the migrating water had touched a leather sofa in the family roomInspection of the leather sofa by the Claims Representative found no wetness to touch and no visible water staining or damage to the sofaAt the time of the inspection, a containment barrier at the family room from the rest of the home was set up by DKI techniciansOn May 4, 2016, DKI personnel advised their inspection of the sofa found it was dry and opined the water never penetrated the leather and did not reach the foam stuffingOn May 10, the insured was advised professional cleaning of the sofa was covered under this lossOn May 11th payment in the amount of $11,was issued to the insured for dwelling repairs, and a repair supplement was issued on May 24th in the amount of $1,Emergency services were paid on May 16th to the vendor and the insured in the amount of $2,Payment to the insured for the increase in her electric utility bill during the emergency services was issued on June 3, to the insured in the amount of $42.04.On June 3, the insured contacted the Claims Representative advising she was concerned for her father’s health as he had a recent kidney transplant and his immune system was compromisedThe insured indicated she had signed a work authorization with DKI/Restotech to repair the damages to her home and they were working with her and her father to expedite repairs under containment and minimizing dust, etc., but still felt the home was not a healthy place for her fatherThe insured also advised she would not be cleaning her sofa (and matching loveseat) but would be disposing of them as she was concerned they were a risk regarding the safety of her father’s healthClaims Supervisor *** Balchas contacted the insured on that same day to discuss the insured’s concernsDue to the father’s health issues, temporary housing was offered to the insured for the remaining repair timeframeA temporary housing agent was contacted to work with the insured to locate suitable housing for herself and her fatherSeveral hours later the insured contacted Mercury to advise that she and her father would remain at the insured location during the completion of repairs and would not be utilizing the temporary housing offer that was extendedWe advised and stressed to the insured that the coverage was available to her and/or her father and to let us know should they change their mindIt was the decision of the insured for her father and herself to remain in the residence during repairsIn addition, in light of the insured’s father’s state of health, we agreed to deem the sofa and matching loveseat a “total loss”We requested purchase information from the insured in order to complete our evaluation for settlement and contacted a salvage vendor to arrange for pickup of the property.On June 10, the insured advised the Claims Supervisor that she had no documentation related to the original purchase of the sofa/loveseatMercury completed the evaluation based on the available information; Replacement cost= $4,321.08, less recoverable depreciation of $1,based on the age and condition of the items, totaling the actual cash value of $3,Payment was issued to the insured on June 10, in the amount of $3,and mailed to the policy addressThe insured was contacted and provided the settlement figurePickup of the salvage was pending arrangement between the insured and the salvage vendor.Currently the remaining open items consist of proof of repairs to the dwelling and proof of replacement of the sofas for consideration of payment of withheld recoverable depreciation

We apologize for any issues you have been having related to your claim and a claims representative will be contacting you to try to resolve your issues

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 reviewed my renewal notice and it does not included any form to cancel the automatic payment, it states that I need to call or write in for this information, which provides conflicting information to a customer Why did it take up until Jan 17, to cancel the policy, why was it not back dated to the date of communication to my local agent, and yes draft date was to take place as of 01/11/17, which was short a day but I feel that there was a delay in getting the information communicated to the correct department I really was not expecting a refund of any type for the payment already taken and if there was any it should have been based on the previous premiums paid not the one taken on 01/11/17, since it was communicated that I wanted to cancel the policy prior to the funds being taken from my bank account I can send you a copy of the renewal notice I received from Mercury and the is not form included in the packet Its really not fair that consumer have to proof things to a big company, I have been a loyal consumer of Mercury for many years with my Home insurance and continues to be, I thought I could true Mercury to do the right thing by it customer and not hide behind legal jargon over a refund of $181.00, it this what the big company like Mercury or any of it affiliates feels about their loyal customers.
Regards,
*** ***

October 30,
*** *** ***
*** * *** ***
RE: Complaint *** ***
Complaintant:
*** ***
Insuring Company: *** *** *** ***
*** * *** ***
Date of Loss: October
29,
Claim Number: ***
Dear *** ***
We
have reviewed our file in response to Mr*** Consumer Complaint dated October
24, 2014. The Complainant, Mr***,
has retained an attorney to represent him in this matter and Mercury Insurance
Group has communicated directly with *** *** ***regarding Mr***’s
claims
Mr
*** elected to have his vehicle repaired at his shop of choice, *** ***Mr*** authorized the repairs and payment was issued by Mercury
Insurance for the cost to repair Mr***’s vehicle to pre-loss condition
The check was made payable to Mr*** and his shop of choiceMr*** 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 vehicle
Mr
*** has submitted a diminished value claim in the amount of $14,
indicating that the repairs done at his shop of choice were improperly
completed and of poor workmanshipAs it appears the complaint pertains to the
standard of completed repairs by Mr***’s shop of choice, we believe Mr
***’s claims are with his Shop of Choice and not with Mercury Insurance
Group
Should
you have any questions regarding the above or require further assistance I may
be reached at (800) 503-3724, *** *** ** ***
Very truly yours,
AMERICAN MERCURY INSURANCE
COMPANY
*** ***
*** *** ***
*** ***

Thank you for taking the time to reach out to us regarding your claim. You are requesting reimbursement of your deductible under claims number *** I understand that this is a stressful situation for you and that the outcome of your claim was not what you had hoped for.
Your car was hit while parked and unoccupied and you felt that the Jeep that was parked next to you was responsible for the damage. The owner of the jeep adamantly denied hitting your vehicle. You did have the police come out to the scene and write a report. I have copied their summary for your review. With out the benefit of any independent witness's there is no way to determine exactly what happened. The police were also unable to verify if the Jeep was involved in this loss. As for your deductible, per your policy you are required to pay your deductible for any loss that may occur. If we have proof that another party is responsible for your damage we would have been able to waive your deductible. In this case there was no concrete evidence to show who actually hit your vehicle so your deductible applies. Should you have any additional questions or concerns please do not hesitate to reach out to me at 916-294-3534. Thank you. *** *** Claims Manager Unit Ops II

We reviewed the concern and have reached out to the body shop. A payment has been issued to our insured, Jamie Carper, in the amount of $54.12. We are recovering the funds from the shop

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'm not satisfied because the claims adjuster, the supervisor of the claims adjuster and the manger have no returned my phone calls last week. The claims adjuster was supposed to be back from vacation on Tuesday. The manager left me a voicemail that stated they issued a check for me but they deducted $since that was my deductible. They also sent me a check so I can give to the company *** which is the company that came to my home initially to do the report of what caused the water leak. Mercury insurance wants me to give them the check and that is completely unacceptable. I don't work for Mercury and I don't want to be responsible at all for paying another company on behalf of Mercury insurance. Moreover, no one from Mercury insurance has been out again to assess the damage of the hole as well the carpet that was ripped out to find where the water leak was coming from. So how can they possibly know what the damages are if they never came back?? I called the claims adjuster on Friday, August 19th and I left a voicemail. In the voicemail, I said to that the check that was issued to me so I can give to the company *** to please cancel the check and issue it directly to ***. I don't want to be responsible for giving anyone checks on behalf of Mercury. Also, I wanted a certified letter stating that I am not responsible to give any check to ***, and that if *** didn't think the amount was enough or they are seeking more compensation in the future, that I am not responsible for that, and that any issues, problems regarding the amount, that it will be Mercury's responsibility and not mine. The claims adjuster has not responded at all. I'm tired of having to deal with a company who claims to look at for the best interest of the client but that is not the case. I have to be making calls after calls to even get someone the phone and I haven't been successful. I'm paying my monthly dues and on top of that, I have to pay a $deductible and they are still not going to fix what cause the water leak. Mercury says they don't cover that. Furthermore, I requested a second opinion and I have no heard anything from them. On top of the that, the hole that they did, and the carpet they ripped out, was done without my authorization and I'm seriously considering filing a lawsuit against this company
Regards,
*** ***

Thank you for your inquiry.This claim involved a value dispute on a bodily injury claim. Our final offer of $we believed to be fair and reasonable and this was accepted and a release signed. Our Check is being mailed tot he claimant today, May 20, 2015.
Sincerely,*** ***Branch Claims Manager

To whom it may concern,I understand that the complainant has rejected our prior responseWe are providing him with a premium rental vehicle during his repair time, which contrary to the complainant's belief, is more than what is owed. We have agreed to pay him the difference between the full size rental rate and the premium rental rate for however many days he was in the full sized rental once his repairs have been completedContrary to his statement, we have not sent him a check for the difference to date because the repairs have not yet been completed. It is true there was a communication error with his email address and we fixed it as soon as we became aware of the issueThe additional issue regarding rental availability with *** is not something we have encountered before and multiple *** locations tried to step in to assist the complainantFinally, by stating the complainant is not cooperative, we are not stating he doesn't call or email, we are stating that he refuses to agree to any solution we present to him because he expects to be compensated for more than what he is owedWe strive to provide the best service possibleIn this instance, there was an issue with rental availability at *** which was beyond our controlWe have gone above and beyond what is owed to the complainant and are working to resolve the matter as efficiently and fairly as possible

We will honor the customer's request and cancel the policy based on the original premium quoted by the agent and submitted to the company. The customer's refund amount will be adjusted and an additional refund will be issued

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 find it very convenientas well as insulting for the actual company who refused to give me the recordings with in the time that they had them on record, that would have cleared this up, to ask for me to drive an hour to the place I purchased the said vehicle, track down the sales person who is no longer with the car dealership, and then drive back an hour to my homeI have tried to get this by phone, but no one will provide me with any official letters. I demand that they prove that I requested this. Where is my authorization, I expect and demand to see where I asked them to add a vehicle on to my policy. They are the one charging me, they are responsible for proving that request. Since they were not competent at the time that I requested a quoteI expect them to show proof. Again I asked for the recordings not once, not twice, but times. What arrogance they must have to put me, or any one of their customers in this position. They will never ever see a dime from me, and I will continue to spread the word of this company. The fact that on their recording, that they conveniently no longer have, oh and of course could not send to me when they had, actually has me saying the words do not add, and the representative saying she wouldn't would make just about anyone want to scream
Regards,
*** ***

It appears the name Insured, *** ***, did call to report the claim and provided her name as the contact personHowever, the Adjuster contacted the driver involved in this accident, *** ***, as he had been calling and trying to speak with the claims
adjuster since loss was first reportedThe Claims adjuster spoke with *** *** when he called and obtained the information needed to handle the claimAt that time no additional information was need and so no call was made to *** In regards to the Body Shop, they also handled all communication with listed driver *** *** because he was the one who dropped off the vehicle at the shop for repairs. The Body shop informed Mercury they left a message for *** *** that the vehicle repairs were completed on 11/28/The vehicle was not picked up until 12/1/2016. Mercury was originally going to pay the insured’s rental until 11/28/as the repairs had been complete. We have since discussed the miscommunication on this claim with *** and agreed to cover the rental through 12/1/since she claims they did not receive a call from the Body Shop We understand *** wanted to be involved in the claims process and have apologized for not keeping her in the loop

Ms***, Mercury inspected your vehicle on February 15, and found no damage as a result of the November 23, lossThe body shop completed a tear down of your vehicle the next day and again found no damageUpon inspection, the gear shift lever inside the vehicle was working as
wellAgain, there was no damage related to the above captioned loss found upon inspection Further, you claimed injury from this very minor rear-end accidentOn July 18, we advised your bodily injury claim was denied in fullUpon completion of our investigation, we found there wasn’t a mechanism to cause injury as a result of this very minor rear-end accidentFurther, you did not seek medical treatment for your alleged injuries until eight days after the accidentThe lack of property damage to your vehicle and the delay prior to seeking medical treatment supports our position in this matterOur position with regards to your property damage and bodily injury claims have not changed

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,
*** ***

*** ** ** *** ** *** *** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** ** *** * *** *** *** * *** ***

Mr***, Please allow me to address your concerns. We understand it can be annoying to be contacted multiple times for the same issue. As you are aware, both parties are insured with Mercury, and even though both are with the same company, to assure all sides are treated fairly, the
investigation of the claims are treated as if they were from different companies, which is why both sides called you to obtain your version of the accident. In regards to the shop trying to embellish the damages for a higher payout, please be assured we will investigate this matter as Mercury will not tolerate alleged fraudulent activity from any body shops In regards to the deductibles, please understand that the collision deductible applies regardless of fault, however since the loss was disputed (with no independent witnesses or a police investigation), we agreed with the other party adjuster to settle the claim at 50/50, instead of each side’s claim being completely deniedThis is why 50% of your deductible was paidIn regards to the work being completed, the Repair Coordinator for the shop discussed with you that the damage in question was determined to not be related to this accident, and for that reason payment was not made for the driver-side front bumper. Your have requested to have your damages paid and your rental car paid. Unfortunately we are unable to pay for unrelated damages under this claimOur records show you did rent a car and that rental car bill was paid directly to EnterpriseOur records also show there were no additional rental charges beyond what we paidYou should not have been charged anything for your rental car. You are a valued customer, and we hope this addresses your concerns