Complaints

This profile includes complaints for Mercury Insurance Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mercury Insurance Group

  1700 Greenbriar Ln Brea, CA 92821

• 

  Mercury Insurance Group

  3227 E. Bell Road #D252 Phoenix, AZ 85032

• 

  Mercury Insurance Group

  8825 Aero Dr San Diego, CA 92123

• 

  Mercury Insurance Group

  P O Box 31476 Tampa, FL 33631

• 

  Mercury Insurance Group

  200 Somerset Corporate Boulevard Bridgewater, NJ 08807

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with Mercury Insurance around 4/29/25 and did not want Uninsured Motorist Bodily Injury (UMBI) coverage. Mercury added it to my policy and charged me $119, claiming I was required to sign a form to decline the coverage. They say they mailed me the form, but I never received it or signed it. I only found out about the charge recently and signed a waiver on 7.7.25 once I was made aware of the issue.California law (Insurance Code *******) requires Mercury to have a signed rejection form in order to apply or exclude **** coverage. They did not have my signature on file at the time the coverage was added, so the charge is invalid. They are offering a partial refund of $74, but I am requesting a full refund of the $119 charged for coverage I never authorized.

  Business Response

  Date: 07/15/2025

  We sent the customer a form to sign to reject the uninsured motorist coverage and it was not signed prior to the due date so the coverage was added. We have since received this form and this coverage was removed and the charge was pro-rated; however, for customer service purposes, we have now backdated the removal of this coverage and removed the full charge for this coverage on the policy. 

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim with mercury insurance regarding a wind claim. Multiple contractors told me that the money provided was no where near enough to do the work. I reappealed my claim and a contractor has been working directly with them. The company has cease all communication over the last 4 weeks regarding an update to the solution. I want to get my siding issue resolved it is causing a major hazard and more damage.

  Business Response

  Date: 06/12/2025

  We apologize for the delay and lack of communication. We have discussed with the adjuster who will be reaching out to you shortly to discuss next steps and we look forward to resolving this.

• Initial Complaint

  Date:06/04/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a trailer stolen 10/23/24 I have literally been through the wringer. Mercury insurance is the biggest pile of s*** Ive ever had to deal with. Ive gone through three investigationsby the fraud division. Ive had more than three adjusters Ask me about the incident ive done two investigations under oath and still till this day they have not paid or denied my claim. They have asked very personal information likemy cell phone records. Text message records all my bank statements from two years ago till now they have asked for everything under the sun and very disheartening on how this is legal by any means dont get mercury insurance ever its the worst thing in the world

  Business Response

  Date: 06/06/2025

  California Automobile Insurance Company (CAIC) acknowledges receipt of the complaint submitted to the Better Business Bureau regarding your theft loss reported on October 23, 2024. We appreciate the opportunity to respond and address the concerns raised.

  Currently, the claim remains under active investigation. Due to the nature of the reported theft, and in accordance with standard industry practice and California insurance regulations, the file has been reviewed and includes involvement from our Special Investigations Unit (SIU). These steps are taken to ensure a complete and accurate evaluation of all claim details.

  We understand that the documentation requests, including financial and communication records, may feel burdensome; however, they are necessary to verify the facts of the loss, and to comply with both the policy terms and applicable regulations. As of this writing, no final coverage determination has been issued. The claim remains open and under review pending the completion of all required investigative steps.

  For any questions regarding your homeowners policy, we encourage you to contact your insurance agent, who can help with general policy-related matters.

  CAIC remains committed to conducting a fair, thorough, and timely claim investigation and will provide you with a written determination upon conclusion of our review.
  

  
  

• Initial Complaint

  Date:05/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 20, 2025 we received a notice of cancellation on the above referenced policy with the stated reason REQUESTED INFORMATION NOT RECEIVED: ACCEPTABLE PROOF OF ROOF REPLACEMENT."Prior to the cancellation notice we received no requests for information from our insurer. We would like this reason for cancellation corrected on our policy. If Mercury doesn't want to insure us, that's fine. We'll find someone who does, but we do not want false information in our file. We are also seeking the "new" information Mercury claims to have received in its Adverse Underwriting decision note.

  Business Response

  Date: 06/05/2025

  Memo for roof replacement was sent 05/14 and non-renewal was mailed on 05/19 - not giving insured enough time to replace the roof. We lifted the non-renewal and are now offering renewal. We will need proof of roof replacement before the start of the next term in order to avoid non-renewal.

• Initial Complaint

  Date:05/20/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint due to what I believe is a classic bait-and-switch tactic by Mercury Insurance. After signing up for a homeowners policy at the quoted premium, Mercury unexpectedly increased my annual premium by $200.The reason cited for the increase was that my property has a two-car garage instead of a one-car garage. This is not a result of any misrepresentation or omission on my part. In fact, this detail is publicly available across real estate platforms such as Zillow and Redfin, both of which list the property as having a two-car garage. Its difficult to believe this information wasn't already in Mercurys underwriting records during the initial quote process.I find this last-minute change unfair and misleading. I selected this policy based on the original quote, and now Im being penalized for something entirely outside my control that should have been accounted for from the outset. I request that Mercury honor the originally quoted premium.

  Business Response

  Date: 05/20/2025

  The application was submitted incorrectly and after reviewing the inspection report we corrected the number of bathrooms as well as the garage type and number, since we were within our underwriting period. Unfortunately, these changes increased the replacement cost for dwelling as well which increased premium. We are unable to honor the original quote as requested.

  Customer Answer

  Date: 05/20/2025

  I respectfully disagree with the business's assertion that the application was submitted incorrectly. At no point during the process was I prompted to enter garage details, and if that information was omitted due to a system or platform limitation, that is an internal issuenot an applicant error. My home is a standard model, similar to many in the neighborhood, so it's reasonable to assume others could face the same issue.
  
  I am requesting a review of your system process and a reconsideration of the original quote based on the circumstances.

  Business Response

  Date: 06/05/2025

  Once an application has been processed, we have 60 days to review all of the information and issue a revised policy with the correct information charging the proper premium. We are unable to honor the original quote since it was based off of incorrect information.

• Initial Complaint

  Date:04/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February I got a new insurance cheaper. I had a welcome package. In April 14 2025 they sent me a cancellation notice witch was received on April 21 2025. It was going to terminate on April 25 2025. I have 4 dogs. One is my service animal. Witch is different then a pet. This company did not tell me about there policy upfront. They are discriminating against me and my service animal. I'm in a 5 bedroom and 3 bathroom house witch I owe. This company should be upfront and no longer have any business in *******. Our laws in ******* is different then other states. They have discriminate against me and my service animal

  Business Response

  Date: 05/01/2025

  On the application the insured completed for this policy, there is a question inquiring as to how many dogs are in the household and the application states that there is only 1 dog in the household. Had the customer disclosed upfront that there were actually 4 dogs in the household, we could have determined that the risk was ineligible as we do not write risks with more than 3 dogs in the household and coverage would not have been bound. Once we discovered that there were actually 4 dogs in the household, the policy was set to cancel effective 4/25/25.

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For over twenty years, we have had Mercury Insurance Company for our Homeowner's Insurance. Last summer, we had water damage to our master bathroom, downstairs bath and garage. This was due to an overflowed tub. We filed a claim, and during the restoration process, the drywall was removed in the garage and in the downstairs bathroom. All of the pipes to all three of our bathrooms were accessible. In February, we received a notice of non-renewal from Mercury. We were told it had nothing to do with us filing a claim, but it had to do with older home upkeep. We were told that if we got a homeowner's inspection, that would show we had done remodeling and upkeep. We paid $650 and submitted the inspection. There were no issues with the inspection report. Mercury told us that they would not renew our policy because our home had original pipes and we would have to repipe the house. My complaint is that they knew we had original pipes from our previous home inspection done when we purchased the house. No one told us that original pipes would prevent us from getting a policy renewal. They made us get the inspection without even asking that question. If they knew that the pipes were going to be an issue with the renewal, why not tell us that when the walls were open and the pipes accessible? Now we're faced with replacing copper pipes with the cheaper alternative, opening drywall, replacing drywall, texturing and repainting. This is what we just did during the claim. Now when we called Mercury to say we're getting ready to have the house repiped, they said our wiring also needs to be replaced. That was not in the rejection report they sent after they received the inspection. This is unethical and should be illegal. Why would a business be able to treat its loyal customers this way in **********? I want someone from Mercury to answer my questions and I want a refund for our $650. They should also pay for the repiping, redrywalling, texturing, and painting.

  Business Response

  Date: 04/16/2025

  We requested proof that the roof, plumbing, heating and electrical systems had all been updated in order to offer renewal. We did receive acceptable proof for the roof, water heater and electrical; however, it was determined in the inspection report that the plumbing system is original to the home (56 years) and per our underwriting guidelines, the plumbing system must be updated within the last 50 years. Policy is currently set to non-renew effective May 16, 2025 if this proof is not received prior to that date.

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The insurance company issued me the claim checks. But I have never received the checks, the checks were theft and cashed by someone else whom I don't know. I have talked to insurance adjuster so many times have them to file a fraud report to Insurance's bank so that the bank steps on it. But the adjuster from insurance company rejects to help. They always said to me"the checks were mailed to your home address and even it is fraud, we can't do anything". I have already filed a police report on this matter as well. First, I never recevied a tracking on this mail from insurance company to track when the checks will come to me.

  Business Response

  Date: 04/14/2025

  Please accept this response to your inquiry with the BBB.  We understand you are a victim of check fraud or financial theft.  In an effort to help you find the individual responsible we have provided copies of the front and back of the checks that were cashed without your knowledge.  We note one of the checks was signed over to an individual and one of the checks you believe has a fraudulent signature. The banking information found on the back of the checks may help police locate the funds.   We recommend working with your local police department to hold those responsible for your loss accountable and recover the missing funds.  If your police department requires anything additional that may help them locate the suspects, we will be available to assist.   

  Customer Answer

  Date: 04/14/2025

  I have filed the policy report on this matter regarding this felony activities. And also as the representative of **************** from *************** said Mercury insurance needs to file a fraud to it's bank account which is *************** so that the bank can trace to the party's bank account whom cashed out the checks.  As of this point, I just wanted the Mercury to file the report with its bank because only the bank has visibilities on the whole process of the cashing the checks out. And it is also the negligence of bank that let the unknown person cashed out the checks who was not the payee. 

  Business Response

  Date: 04/21/2025

  As requested we have submitted forms to our bank in an effort to assist you with your investigation into your stolen funds. Also, as discussed you may want to open a claim under your homeowner policy for theft.  Please be advised all policy provisions would be applied to the theft which could affect the amount of recovery.  

  Customer Answer

  Date: 04/22/2025

  If the case has reported to issuer's bank account, they should have let file out Affidavit form or some other procedures. Upon to this point, Adjusters only said I can file a new claim which the concert is "if the new claim would effect my police premium even higher". For this whole processing, adjuster was trying to push out all responsibility to me.    

• Initial Complaint

  Date:03/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2/14 - today My family is currently displaced due to the ***** fire and have had Mercury insurance for several years. Since Jan 10 they have changed our adjuster 3 times and we are unable to reach them. We have waited until less then 72 hours before the end of our temporary housing booking to get approval to extend and 24 hours before our booking expired to have the actual booking extended. Prior to staying in an ****** we had to move from hotel to hotel due to the delay in booking our stays. I would like approvals and booking of our extensions made no later than 7 business days and an adjuster that is responsive by email or phone in less than ******************************************** the adjuster that is assigned to our case.

  Business Response

  Date: 04/02/2025

  Thank you for your inquiry. It appears your inquiry was submitted early in the claim process, while we were in the process of assigning your adjuster.  We understand that currently you are in a rental home, which we have paid through May 14, 2025.  We understand that you are looking to move into a friends property, but it may be several months before its ready for you to move in.  Therefore, we are looking to extend your current rental until the next property is available.  If you have any further questions, you may contact your adjuster ***** ********* at **************, Monday through Friday,from 8am 4:15pm PST.  Thank you. 

  Customer Answer

  Date: 04/07/2025

  Good morning,

  It appears this response is for a different claim. The information provided by the insurance company doesn't match my current situation. We are on our 5th adjuster and our stay has been secured through 4/1/2025. I am not looking to stay at a friend's rental. We are at an Airbnb.

  Business Response

  Date: 04/11/2025

  We look forward to helping you through your smoke and ash claim and we will continue to work with your public adjuster towards a resolution.  Your claim has been transitioned to different adjusters due to business needs to assist you further.  We will provide you contact information for your adjusters supervisor, so you have an alternative contact if you are unable to reach your adjuster. Your housing has been extended until May to give you time to complete the repairs to your home.  

  Customer Answer

  Date: 04/18/2025

  I am happy to receive the contact information for the adjuster's supervisor. I would like to know how and when that information will be sent. I would also like an agreement that our adjuster will not be changed again.

  Business Response

  Date: 05/20/2025

  Thank you for your additional inquiry. The newly assigned adjusters supervisor will reach out to you this week by telephone to provide their contact information. We are unable to guarantee that your claim will not be reassigned in the future due to business needs. 

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A letter from Mercury insurance was sent to us They need proof that the home systems below have been fully replaced in the past ***** years Plumbing, Electrical, Heating (HVAC) paid receipts/invoices of when these systems were replaced in the home. If you think the updates were made, but you do not have the documentation that Mercury is requiring what you can do is contact a licensed contractor and have them do a full home inspection, Mercury will accept a current home inspection conducted by a licensed contractor stating the current condition of each system, approximate ********** expectancy ** one thing to note though is that, if the inspection states that the systems are old and life expectancy is less than 5yrs, Mercury will not accept the inspection**A lot of our clients are either completing the updates or getting the home inspection by a licensed contractor. We had a roof claim in 2022 due to the Los Angeles State of Emergency event due roof damage from torrential rain hail and wind event. we got the roof replaced in 2023 and we got an inspection report for the home verifying our updated home infrastructure and great home condition. now we're being dropped. We did all the above requests and still was not renewed. we were told the work completed less than 15 years ago was too old even though they said too old was ***** years or older updates. They caused us to spend money on an inspector and didn't even honor the reporter other photos and receipts.

  Business Response

  Date: 03/18/2025

  On the original inspection we received, no age or replacement year of plumbing was noted. We received a revised inspection which then stated that the copper piping was from 1970 which is over 50 years old and would need to be replaced. If the customer makes these upgrades, they can contact their agent at ******************************** at ************** to discuss options for replacing coverage.