Mercury Insurance Group

The policy cancellation was made effective the day after the written request was received (1/9/17); however, our Billing department processes the requests to stop the automatic debits in the order received and that is why we require at least three business day's notice to guarantee the funds will not be withdrawnPolicies canceled at the insured's request are subject to an early termination fee equal to 10% of the unearned premium; therefore, the refunded amount would be the same regardless of whether or not a payment was deducted just prior to the effective date of the cancellation of the policy

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]

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I have submitted the pictures requested.   will see there response.  I really appreciate your help.  Insurance company never wants to pay.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 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 10-15 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]

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.
[Provide details of why you are not satisfied with this resolution. Please respond in this space ONLY]
Regards,
[redacted] [redacted]
On August 31st 2017 I text the broker [redacted] [redacted] because I called him several times before but of coarse he is never available to speak to his clients unless is making money.  He immediately text me back when I asked about a quote for my 2014 Toyota Camry, but like I said previously he lied about money I was going to pay.  When I tried calling him about the bill was because he never mentioned to me that I had to come up with 900 plus dollars a week later, if he had explained that to him I would have never ever added my vehicle cause I do not have that type of money to come up with.  So when he finally called me on 09/15/2017 I was furious and told him what is going on [redacted], and he said oh I forgot to mention that to you because your policy is already paid until 11/2017 so yes to need to pay the 900 plus to continue the membership.. I told him that was ridiculous and did not want the membership.  He then told me that my mother has to submit a cancellation request in writing as of 9/15/2017 I told him I have been texting and calling him.  he said just have your mother submit the cancellation request.  So then I told him so then my add on should be cancel since my mother (policy holder) [redacted] did not call to add the 2014 Toyota Camry.  and he was furious.  Now, we have 4 vehicles that do not have insurance because of [redacted] fault and misrepresentation and miscommunication with his clients.  My mother's car the Honda Pilot was vandalized and realized that we were not covered.  This is upsetting.  We had just paid over 800 dollars to pay our cars until 11/2017.  Now, he called my mother and apologized for everything and is waiting to get a quote approved.  I would be damn if I give him a bonus or commission.  He is FRAUD and it is making Mercury look bad after all these years we have been with them I will definitely ensure my voice is heard.  [redacted] will be cashing out..ASAP I spoke to Michael the supervisor and requested to speak to a manager.  The manager called me yesterday 10/23/2017 at approximately 3pm 714-255-5001 ext [redacted], My mother [redacted] (the policy holder) will be calling her back today.  The resolution we want is that we paid until 11/2017 and should be covered until then, no need for a new incoming purchase for insurance. Attached is the text I sent [redacted] showing that 8/16/2017 I called to ask him details about the payment, no call or text... I called then text him right again to ensure I have proof. On Aug 31, I called and text him again, no answer,,, on Sept 11, 2017 again called and text to reply until Sept 15, 2017 he called and claimed he was on vacation like all the time, his excuse is always he is on vacation.  Please help me with this claim. ( please see attachement)

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

Mercury’s Response:Upon receiving proof of repairs to the insured's fence, the Company has renewed Mrs. [redacted] policy (renewal offer attached).  Warm regards, [redacted]Customer Relations Representative

As of 9/18/15, our claims department is still waiting for Ms. [redacted] to complete a vehicle inspection to determine if the damages are above or below her deductible as she canceled the original inspection with the appraiser.

Good Afternoon,We are in receipt of your complaint with regards to your premium rate increase.  I have reviewed your file as well as your underwriting information.  The loss that occurred in October 2017 was not deemed a chargeable loss until 2/22/2018 as we were awaiting the damages from...

the other party.  This loss occurred during the middle of your renewal period and did not affect your rates at this time.  However, on 2/23/18 a request to add your son to the policy as a licensed driver resulted in an increase of $1858.00 dollars every 6 months.  You recently provided proof of your son's good student discount which gave a premium decrease of $320.  The total amount to add your son as a new driver was $1538.00 every six months.  The addition of your son to the policy is what triggered the premium increase.  Should you have any additional questions please do not hesitate to reach out to us.   Thank you [redacted]

A payment in the amount of $807 was received and would have paid the policy in full up until the policy renewal of November 4, 2017 had there not been any changes to the policy premium. However, there was an additional premium of $361 ($5 late fee included) that was charged from August 17, 2017 to September 16, 2017 for the time [redacted] and the 2014 Toyota Camry were covered under the policy.  Therefore, since the remaining balance of $361 was not paid, the policy cancelled effective September 30, 2017. The bill of $361 was included with the revised Declarations page reflecting the removal of [redacted] and the 2014 Toyota Camry which was mailed to the insured on September 25, 2017 (please see attachments). As stated previously, the August 17, 2017 loss was covered and payment was made to the other party. Our Claims Department is still waiting for the customer's decision whether to repair his vehicle or cash out on the damages. However, the October 11, 2017 loss was not covered since the policy canceled final effective September 30, 2017.

The purpose behind addressing the fact that Mrs. [redacted] was not speaking with Mercury Representatives, but [redacted] employees is to address Mrs. [redacted] complaint which states, "I don't know what the confusion was that I was told when I called to cancel that I didn't even had the tow service anymore. I thought I had cancelled it sometime last year so I am confused too as to why they accepted my sons request."Had Mrs. [redacted] spoken with a Mercury Representative, Mrs. [redacted] would have been notified that she did not carry Towing Coverage and thereby should use any towing service available and not [redacted] necessarily. Per the previous response, [redacted] will provide roadside assistance regardless of the customer having Roadside Assistance coverage through Mercury or not.Furthermore, per the following statement within the complaint, "I believe [redacted] was a supervisor who called me and she was a fantastic supervisor. She apologized up and down and assured me Mercury would fix this for me. She took notes of everything that happened to me and assured me Customer Care would investigate and call me within 48 hours. Well, 45 days later and I still have yet to hear from them!"Since Mrs. [redacted] states to have not heard back from [redacted], Mercury has submitted the complaint to [redacted] for further investigation and to have them reach out to Mrs. [redacted] regarding her experience.We have also documented this formal complaint to be reviewed by upper management. Customer satisfaction is one of our highest priorities and we sincerely regret to hear that our Vendor [redacted] did not meet Mrs. [redacted] expectations. The experience does not reflect the standards we strive for our customers to receive.It is our desire and mission to provide insurance service of the highest quality. We are continuously exploring ways to improve the services we and our vendors provide and Mrs. [redacted] taking the time to communicate her experience will be a contribution towards these efforts.Our sincerest apologies for any inconvenience.

We have amended the cancellation effective date to April 19, 2017. A refund in the total amount of $48.02 has been provided to Ms. [redacted].

Hi [redacted], Here is the response for Complaint ID# [redacted]: Mercury’s policy for insured’s requests to cancel is to make the cancellation effective at 12:01a.m. the day following receipt of the written request to cancel.  Mr. [redacted] contacted his agent on 8/17/15...

to cancel the policy but the signed request was not returned to the agent until 8/24/15; therefore, the policy was canceled effective 8/25/15.  A refund of the unearned premium was issued back to the customer minus the cancellation fee which is 10% of the unearned premium. At this time, no further refund is due to the customer.

We began an immediate investigation into the automobile accident upon notification of the loss from our insured.  The loss was reported that our insured made a left turn on a yellow signal and the vehicle proceeded through the intersection from the opposite direction.  We secured...

statements from each involved driver, a scene investigation and vehicle inspections.  We concluded that our insured turned left at an unprotected signal as the other driver approached from the opposite direction.  Our initial review indicated that the oncoming driver had the opportunity to yield, which could have resulted in less or no damage to both vehicles.  It was our position that our insured turned left and had almost completed the turn prior to the impact from the oncoming vehicle.  Based on our investigation we offered to resolve this on a comparative basis, with our insured having the majority of fault. After further review of the result of our investigation, we feel as our insured had the majority of the duty to yield in this situation, we should accept 100% of the liability.

We have responded to the complainant's request for assistance. I have attached a copy of our response for your records. If we can be of any further assistance, please feel free to contact [redacted] at 714-255-5001 extension [redacted]

Mr. [redacted],Our review of the events surrounding your claim confirm damage from the presence of moisture resulting from a repeated seepage or leakage of water over a period of time.  Such damage is not covered under your policy.  We can only pay for those losses covered under your policy of insurance.While I understand the disappointment you feel over the lack of coverage for your claim, I hope that there can be some comfort in knowing that we have given every consideration to your loss.Thank you,[redacted]Branch ManagerCalifornia Automobile Insurance CompanyMercury 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]
   I received a letter dated 2/22/18 stating my status is under evaluation due to a claim on October 13. It was a very minor collision.. a very tiny dent. But of course the whole panel needs replaced. The dent is less than an inch. I tried to contact two different people. Both are no longer employed. I have submitted a letter passed 30 days. Thanks for your inquiry.
I’m currently specking with Rachel.   Sincerely, [redacted]

Good morning, Please be advised that we have replied directly to Mr. [redacted] to address his concerns regarding the fault determination for this accident.  It remains our position that the evidence to date supports that Mr. [redacted] initiated his turn before it was safe to do so. California Vehicle...

Code [redacted](b) requires that prior to entering on a green signal that a driver allows all parties who have entered the intersection lawfully to finish their maneuver first.  A copy of our response letter to Mr. [redacted] is attached for your review.

In response to Mr. [redacted] complaint, funds must clear the policy holder's account prior to providing a refund. Thereby, it can take up to 15 days from the date the payment was applied to the policy in order for this to occur. Mr. [redacted] was advised on August 24, 2018 that a refund of...

$249.25 was issued on August 24, 2018 and that it could take a few days for the refund to post to his account.

This will acknowledge that we received the complaint made to the Revdex.com by [redacted].  In the course of any investigation we are required to make coverage decisions as an integral part of our job function.  Our decisions are based on the facts developed in our...

investigation and represent standard industry practices.  [redacted]'s complaint is in regards to how long the file was taking to review in regards to the coverage issue.  The claim was filed on September 10, 2017 and a decision was made on this file on September 22, 2017.  Our decision was that the 2017 Chevrolet Camaro did not qualify for coverage under the terms and conditions of our policy.  Sincerely, Mercury Insurance Company[redacted]cc: [redacted]