Complaints for Mercury Casualty Company in Los Angeles, CA

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
3	Refuse to adjust, relying on terms of agreement
0	Unanswered

3 complaints against Mercury Casualty Company

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6/1/2023

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $23,000.00 Amount Settled: $0.00

Customer Complaint

2/24/2023

October of 2021 a pipe burst in my bathroom and flooded my house I submitted a claim to Mercury insurance. There are gestures came out and And did an assessment and Wrote his Report. Mercury insurance determined my damage would cost $17000 to repair. Thereafter I Started making calls to contractors to get "on the damage. Long story Short Mercury is only willing to pay half of what it will cost to put my How's back together. I am going back-and-forth with them for over a year now and my house is still not repaired. I have provided them with 4 separate estimates from different contractors and No one will touch my house for the amount of money Mercury wants to give me. In addition I've had 2 contractors Who have tried to Negotiate with Mercury And they were not. I have made several calls too The adjuster in charge of my claim many times she doesn't respond and is never there to answer the phone. In the meantime I've lost 2 contractors cause they don't want to deal with Mercury. I've been living in this house as I mentioned for over a year with water damage, No flooring In some areas of the house moles growing in my cabinets and no resolution. Today I received a phone call from My claims adjuster Carmelita state that they would no longer provide any money to repair my house As it has been a year and And she States it's a law that they cannot do anything after only reason I'm in this situation for over a year is because of them. Resolution Sought Pay me the amount that is needed to repair my home In addition they provide me suitable living arrangements On my house is being repaired.

Company Response

3/13/2023

We believe that we have properly addressed the damages related to this loss. We dispatched an independent field adjuster from David Morse and Associates to complete an inspection and estimate of the damages. Based on the Independent Adjuster estimate we issued and initial payment for dwelling repairs of $20,339.05 minus policy deductible of $1,000 and recoverable depreciation of $1,835.30 for a payout of $17,200.03 on November 30, 2021. On January 26, 2022, you informed us your then General Contractor Central Coast Restoration had a higher repair estimate. After many attempts at a resolution on February 25, 2022, we again dispatched and Independent Adjusters to meet with your contractor onsite and agreed to a supplemental repair amount and payment of $3,246.84. In October of 2022 you stated you now had a different general contractor, Randy Berry, and he had presented a repair estimate higher than your original contractor Central Coast Restoration. We again dispatched an Independent Adjuster with David Morse and Associates to meet your General Contractor Randy Berry onsite. We arrived an agreement regarding scope of the loss and issued a supplemental payment for $4,413.13 on November 11, 2022. We maintain that the payments issued address the resulting damage from this loss and our file remains closed. . If a loss is reported within one year, the one-year time period does not include the time from the date of report to the date of our claim decision letter. The claim has been closed for a collective period of greater than one year following the original claim closure date and is time barred.

5/2/2022

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $133.90 Amount Settled: $0.00

Customer Complaint

4/15/2022

2months ago I was on a flat downtown right off Wilshire the side street next to the Section 8 building stayed on the phone 5hrs to 6hrs. The was nice she really tried to get help but no one ever came never called back next day no call back never apologized now they want to pay them 133.90 , first notice 44.10 this second notice 133.90 I will pay the 44.10$ that's but I would like to sue them because it's wrong 62yrs old I been paying them and they treat me that ..... Resolution Sought Only willing to pay the 44.10 are we need to go to court I deserve my respect they should have apologized they to realize how my life was in danger they need pay me I was a loyal customer...

Company Response

4/19/2022

The customer called on 1/3/22 at 4:30 pm PST requesting service for a tire change. The CSR asked the customer for her policy information, and the customer did not provide any information. The CSR asked the customer if she had a spare tire, and the customer went on to state, " I don't have a spare you won't assist me," and disconnected the call. The customer called back 3 minutes later, advising she still needed assistance and that because she did not have a spare, she would like to have her vehicle towed to a tire shop. The CSR took the customer's policy information and proceeded to get the customer's disablement location. The customer advised she was not familiar with the area for towing her vehicle to a tire shop. The CSR located a few tire shops for the customer and provided 3 of the nearest locations near her disablement address. The customer advised the CSR to hold for a few moments while she spoke with someone in the background. When the customer returned to the line, the CSR recommended which tire shop she would like to proceed with. The customer continued speaking with someone in the background, suggesting that she would like to walk with them and call back for service if she would like to proceed. The customer did not receive a covered service as she did not call back to schedule a tow for pick up on 1/3/22. The CSR followed up with the customer multiple times within 30 minutes, but the customer did not answer after numerous attempts. The total duration of the calls and follow-ups between the CSR and customer show as 90 minutes. The customer has also confirmed the time. After the customer disconnected the 2nd call, advising she would be walking with someone, the CSR continued to search for providers for over an hour to locate a service provider without speaking with the customer. The CSR followed up once more with no answer. They also checked to confirm the customer never called the next day for service to receive another dispatch. They asked the customer whether she paid out of pocket for service. She advised no, she did not and a passerby helped her. When speaking with the customer, our roadside provider apologized for any confusion caused during the dispatch process. As a gesture of goodwill, they advised the customer they would send her a $50.00 gift card and she was pleased with the follow-up. The balance due on the policy is $44.10 which the customer states that she is willing to pay.

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