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Business Profile

Insurance Services Office

Mercury Insurance Group

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Insurance Services Office.

Complaints

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

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Mercury Insurance Group has 27 locations, listed below.

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    Customer Complaints Summary

    • 300 total complaints in the last 3 years.
    • 68 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/07/2025

      Type:Product Issues
      Status:
      Answered
      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:
      Answered
      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:
      Answered
      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:
      Answered
      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:
      Answered
      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 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: 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.

      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:
      Answered
      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.

    Mercury Insurance Group is NOT a BBB Accredited Business.

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