Maribel G Msc

Horrible service

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I was recently in a car accident that was clearly not just my fault. I feel like it was a 50/50 fault and mercury did not go to the extent to protect me and try and be on my side. The claims representative was not helpful at all and did not try to see my side of the story. This was the worst service I have ever received since being part of mercury for so many years. Mercury seemed like they didn’t wanna put the effort to fight for their customer and they just settled it at my fault and now my premium has to go up. I had already been in communication with the claims representative and told him many times to contact me through email but instead fails to update me and sends me letters at home later on for me to find out what happened with my accident. It was so unhelpful that he did not contact me directly and let me know of the situation. Worst customer service ever. This makes me wanna switch insurances. I was very disappointed with the support mercury provided me in my car accident.
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Yakita P
map-marker Atlanta, Georgia

Property refund payment

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Maree Carnee in claims mishandled the property refund payment is such a horrible way, causing hardship for my family
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Loss:
$12000
Reason of review:
Poor customer service
Anonymous
map-marker Hawthorne, California

Not keeping record clearly and overcharging

Most of them does not want to dig in past record and keep charging extra
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Anonymous
map-marker South Bend, Indiana

They ensure Arrogance!

We've had water damage to our home. We have been loyal customers for years. Our agent sold us a high deductible with lower rates. After years as a Mercury policy owner, we had two claims a couple years a part. Mercury doesn't assess the claims for the full damage. They pick and choose what they want to pay. And they never include all the damages. We didn't find out we had more damage until our contractor started tearing into the damage. But Mercury had already given us a bid from their adjusters. They think only their adjusters are right. But the adjusters are not contractors, they are just trained to inspect the property based on Mercury training. And CA law. Contractors do the work and know the products and the trades. Adjusters are desk people. Going out in the field and talking about damage. They have no clue how to repair and rebuild damages. Big difference.
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2 comments
Guest

Couldn't agree more. On phone at moment trying to get through to Customer Service because my Claims Adjuster can't get back to me after 5 days. Why post working hours when you don't work them.

Guest

This is typical for Mercury. Their hand picked contractors and adjusters are working for Mercury's bottom line and not to the terms of the policy.

It is job security for their hired contractors ro underestimate the scope of claims. Mercury's tactic is to wear down homeowners.

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Joel R Ahs
map-marker Brea, California

Mercury cheated and mishandled claim and is unrepentant

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Mercury Insurance - Mercury cheated and mishandled claim and is unrepentant
Mercury Insurance - Mercury cheated and mishandled claim and is unrepentant - Image 2
Mercury Insurance - Mercury cheated and mishandled claim and is unrepentant - Image 3

October 24, 2017 a big tree branch fell on my car. Two weeks later they let me know that my car was deemed a total loss. My claim was moved to the total loss department where I had to wait days to hear from my new adjuster Mr. Michael Jones. This shocked me because my car is a 2002 BMW with only 68K miles. I then received an unsolicited call from Mr. Sanchez who was the vehicle inspector. When I questioned his decision about my car being a total loss Mr. Sanchez, who supposedly inspected the vehicle, called me and rudely asked me what my problem was. He went on to say that he deemed my car a total loss and that there was nothing I could do about it. I was forced to go out and buy another car.

When I finally got the report I discovered that Mercury had used mileage of **152,000* to value my car rather than the actual 68k. Mercury continued to try to undervalue my car. I had to send them dozens of comps proving that my car was worth fixing. Even when they offered me a new settlement offer it was low. I knew it was low because I was out looking for a comparable car. They offered me $5,300 but I knew a more accurate value for a BMW with such low mileage was around 8k.When I pointed this out they reluctantly said that my car was no longer deemed a total loss. I was moved back to the original adjuster, Peter Castro.

I found such a garage and had the car repaired. (pictures below) As I knew all along, the damage to my beautiful car was superficial. Once I pointed out to Mercury that they were using the wrong mileage to value my car they then tried to tell me that the only way they could determine its value was to do "a complete tear down." Of course this would have destroyed the car. They seemed *** bent on destroying this perfectly good car. Mercury does not care about their customers or how their errors and dishonesty effect long paying customers.

I'm glad that I was persistent and insisted that Mercury at least try to behave in an honest, ethical manner. I'm definitely switching my insurance. This claim took 5 months to resolve! Now, what am I supposed to do with this other BMW that I was forced to buy that I don't want and never needed in the first place? I've asked Mr Castro and Mr. Jones this question but now I'm being ignored.

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Loss:
$5000
Pros:
  • I thought mercury represented value for money
Cons:
  • Want to handle claims quickly with no concern for customers
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

ROY G Glx
map-marker Roseville, California

GREAT PLACE TO WASTE MY TIME

(1) I FILLED OUT THE PAPERWORK ONLINE BUT THERE WAS MORE PAPER WORK TO SIGN IN PERSON AT MERCURY,S OFFICE WITH KIETH THE AGENT AND HE EXPECTED ME TO TAKE 4 OR 5 PAPERWORKS HOME AND ELECTRONICALLY SIGN THEM AND EMAIL THEM TO THE COMPANY EVEN THOUGH I WAS SITTING IN HIS OFFICE ! (2) I CALLED KEITH AT MERCURY BEFORE I TRAVELED TO HIS OFFICE AND ASKED TO PAY WITH CASH AND HE SAID YES BUT ONCE I GOT THERE HE CHANGED THE STORY AND SAID HE COULD NOT ACCEPT CASH ! (3) THEN I HAD TO GO TO THE CREDIT UNION AND DEPOSIT MONEY TO COVER THE AMOUNT AND THE CREDIT UNION TAKES MY CASH NO PROBLEM AND THEN RETURN TO MERCURY OFFICE AND PAY WITH MY CARD - BIG HASSLE. (4) SOME OF THE ADDITIONAL QUESTIONING AT THEIR OFFICE WAS RIDICULOUS.
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Reason of review:
Poor customer service

Preferred solution: DON,T ABUSE YOUR CUSTOMERS GET YOUR ACT TOGETHER AND THINK ABOUT TREATING OTHERS THE WAY YOU WOULD LIKE TO TREATED

t a Mod
map-marker Brea, California

Rude arrogant crooks empowered by corrupt american government

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i was struck by a mercury insured driver, while stopped at a traffic signal on my motorcycle. my vehicle was disabled and i was injured. mercury refused me a rental car, making lame excuses about insurance law requiring me to choose a repair shop and begin repairs, before a car rental allowance could be authorized. meanwhile i am without transportation and suffering from my injuries. i have spent the past four days pleading with them to make some concession. the mercury agents are always abusive, and refuse to offer any helpful information, while making excuses to terminate the call. how is this legal? i doubt i will ever get paid for my losses suffered due to their insured driver.
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Loss:
$34000
Cons:
  • Entire experience
Reason of review:
Poor customer service
1 comment
Machele Imf

In your title you blame the "corrupt American government." No reason given, other than the fact that you are having problems dealing with an insurance company. Then you claim your monetary loss is $34000, which seems rather excessive for a motorcycle even if it was totaled and before the repair shop has given you an estimate for repairs.

Assuming you are a responsible motorcycle owner and have your own insurance company with an appropriate amount of liability and collision, etc.

insurance on the cycle, you should be covered in any event, either by Mercury insurance or your own insurance company. This "woe is me" attitude is really out of place.

Anonymous

Very, very Poor service.

A lady backed into my daughter's car over a week ago. A Mercury issurance is supposed to be handling her claim. I can never get her on the telephone and have left messages. She waits until an odd hour of the day and leaves a message. She talks so fast, I can barely understand what she says.We went to our great body shop and got an estimate within a day and had it faxed to her. Her last message said we had to use a Mercury approved Body Shop. But she did not bother to give us a list.I am sitting here in the house waiting, waiting, waiting for a call back. I have appointments, errands to run, yard work to do. But I am sitting here waiting, waiting, waiting.Please do not use this company.
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Reason of review:
Poor customer service
Loyd Ycl
map-marker Riverside, California

HORRIFIED

After being hit by a drunk driver, at 80 mph and knocked 100 yards down the frwy unconcious; Mercury cheated me out of the comphensation for the damages to my vehicle; stealing my car. Seeing an opportunity to save money, they gave the money for my car to the woman who registered the vehicle for my "ex." Seeing an opportunity to get money; she was extorting money from the insurance check.

Instead of blocking her attempts to extort insurance money; the agent facilitated it! She counseled the woman how to obtain a duplicate of "my" title; invalidating mine. The agent blocked all communica-tion with me; refusing to examine my evidence showing my owner-ship. She "used" the fact that I had an attorney as an excuse to "block" communication; despite the fact that the attorney had a release on file at Mercury allowing our direct communication.

There was a notice of "sale" to me in DMV records; listing me as the owner of the vehicle. I had texts from the woman, acknowledging the car and insurance money was mine, threatening to take all the money and pulling my plates, if I did not comply with her demand for a third of the money. They literally cheated me out of my car and any compensation to replace it. They facilitated, what I consider, insurance fraud and they contend they are "justified" because the title was never transferred into my name.

Outrageous! Whether or not the title was transferred, am the owner of the car. She never owned the vehicle! She only registeted the car for my "ex." The fact that she only "claimed" ownership when the insurance money came into play should have been a red flag to any agent truly wanting to settle a claim honorably.

However, saving money was clearly all that the insurance agent was interested in. She offered the woman a third the amount I was to be offered.

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Reason of review:
Problems with payment
Anonymous

Mercury is corrupt, unscrupulous

Mercury is a joke. We had a legitimate water damage claim and the Mercury Rep lowballed the claim. I contacted the branch management and they all but laughed in my face. But, I'm a woman what would I know about my house. Well, I remodeled that whole damn house and hired every contractor that every came through the doors. Then when I went to the LA Branch of the California Insurance Commissioner's office, they finally came back out and reevaluated. This took about a year of rude, condescending jerks patronizing me. So, the first claim came in under the deductible. Of course. I fought like ***. How dare I. After all, I'm just a woman. Everyone I spoke with at Mercury and the Department of Insurance were men. At the Department of Insurance, I asked that deadbeat government employee if there are any women that work there. He said his boss was a woman. Finally. Guess that was just a quota that they had to fill. Short story long, the Department of Insurance and Mercury came back out and found just enough damages to be over my deductible. They were out $3,000.00. But, of course, they upped my premium...yep, you guessed it....$3000 more a year. Our agent who sold us this policy told my husband that it was outrageous that I called up and played hard ball with the insurance company. That same agent had told me a month before we had the water damage, that he was remodeling his house and working with the homeowners association. He told me that he was mad as *** and screaming at the people in power at the HOA. Those people are volunteers who don't get paid for the aggravation of disgruntled homeowners. He's a guy so he can rant and rave at people who do this as volunteer. My Mercury inspector that came out the second time looked at me and told me, "Well, I'm just doing this second inspection because I worked on the claim. But I got a promotion so I won't be doing this anymore. Lowball homeowners and get a promotion. What a bunch of crooks.
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Reason of review:
Problems with payment
1 comment
Guest

I had the same problem with Mercury being dismissive of women.

Anonymous

Cheaper costs more in the long run

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Cheaper is usually just that. I went with Mercury Homeowners insurance because it was about $100.00 cheaper than my current insurance of Liberty Mutual. Initially Mercury approved me after someone came and inspected the house when I wasn't there and I made the yearly payment. After the payment was cleared I was emailed that I had to remove any tree branches touching the roof or they would not continue to insure me. I removed all branches within X10 feet of the roof and sent them pictures to which I was told by them that now I had to remove any branch that even hung over the roof which would cost me a professional tree service fee as the trees are quite high. They told me they were going to cancel my insurance within a month and were going to charge me a cancellation fee for their efforts (or lack thereof). They refused to send a representative out to the house to explain to me exactly what they were wanting me to do. I am letting the insurance lapse and am sucking up the additional cost.
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Reason of review:
Poor customer service
Anonymous

Mercury Insurance - Auto Claim Review

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Mercury Insurance - Auto Claim Review
Mercury Insurance - Auto Claim Review - Image 2
Lie, cheat and steal!! I was involved in a car accident on January 5, 2017. Seeing as the at fault driver admitting negligence, I assumed the insurance would do the right thing and get my car fix ASAP. Mercury insurance dispute the claim so they won't have to pay. They wanted a recorded statement so they could somehow twist it into their favor and diminished my claim. I have footage of the accident that I uploaded and they still won't take 100% liability. Please see the video and photos of the accident
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Reason of review:
Problems with payment
Anonymous

How is this LEGAL?

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Been a member with Mercury Insurance for years. Paid tens of thousands of dollars in premiums.

As my son came on to the policy they made it much too expensive so we decided to move to another carrier. They had the audacity to charge us 10% of our policy as a CANCELLATION FEE. In other words they charged me to NOT use their service. We receive nothing for this 10%.

Of course they embed this fee deep within their pages of fine print so, they can say they informed the customer. This is ludicrous and unethical.

I never had a problem with Mercury until now. How is this legal?

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Reason of review:
Return, Exchange or Cancellation Policy
2 comments
Guest

I am experiencing the same issue!!!! They added my 16 year old, wanted $1200 per month...no kidding, then changed it to $500, then I canceled.

So I got an invoice for $720! They can't give me a breakdown for a week, but say I have to pay for the changes and the cancellation fee.

Years of paying them, not one claim...are they out of their minds???? I will NEVER use Mercury, share my horror story to anyone who will listen....How on earth can this be legal?

Loyd Ycl

I WOULD LIKE TO HEAR FROM SOMEONE WHO SUCESSFULLY SUED MERCURY INSURANCE COMPANY. PLEASE, COULD YOU CONTACT ME AT love4pawsandu@***.com.

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Anonymous

WORST CUSTOMER SERVICE

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The rates go up year by year and WORST CUSTOMER SERVICE ever. You'll end up in shame for no reason. They consider themselves as demi gods. They are RUDE RUDE RUDE !!! No wonder they are receiving so many negative reviews. They'll never get back to you they'll never pick your phone. It'll go straight to voice mail. They increase rates for no reason. I was having a mileage < 4000 miles/year still they keep charging me more every year. I have my car since 2013 Toyota Camry. No issues no tickets nothing. They'll swindle you of your money. I'll have to shift for a better company. BEWARE BEWARE BEWARE!!!
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Cons:
  • Talking with customer with bad and loud manner
  • Agent asked so what do you want now
  • Calls straight to voicemails waiting days to receive call back
Reason of review:
Poor customer service

Preferred solution: Price reduction

Colinda Btl
map-marker Yonkers, New York

THE WORST INSURANCE COMPANY EVER ....

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My mom was hit by a person who reversed his car and hit my moms car; he knew she was there because prior to the reverse hit he completely stopped his jeep liberty and my mom honked the horn for him to go; he then put his car in reverse and rammed her front end then proceeded to get out and offer her 500 dollars and don't call cops. she calls cops and he leaves the scene but she remembered his license plate. Now the Mercury insured party is not replying to phone calls and letters sent to him by his insurance company; the police report states he gave his name and it coincides with license plate; why does it take 42 day (as of right now) to get Mercury to issue the check of 3700 to get car fixed. They claim because their insured is not cooperating so my mom is the one suffering with no car. How come good citizens that pay their bills and have insurance get screwed while this person can get away with this when a police report and address is available
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Loss:
$3700
Cons:
  • Incompetent
  • Entire experience
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution