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Mercury Casualty Company complaints

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4484 Wilshire Blvd.
Los Angeles, CA 90010 | Get Directions

(323) 937-1060

http://www.mercuryinsurance.co...

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Total Amount in Dispute:
$23,000.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Complaints generally allege claims are delayed dissatisfaction with decisions to deny claims unauthorized account changes and problems with customer service. ~~The company generally responds to complaints by settling claims explaining policies or reasons why claims are denied and issuing refunds.

Complaint Closing Statistics

1 complaints against Mercury Casualty Company closed in last 3 years.

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
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 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.

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