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

  200 Somerset Corporate Boulevard Bridgewater, NJ 08807

• 

  Mercury Insurance Group

  1901 Ulmerton Rd Clearwater, FL 33762-2300

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: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.

  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: 04/14/2025

  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.   

  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.

  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: 04/02/2025

  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. 

  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.

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 business' response is not accurate. I know what my conversation was with the person I spoke to at Mercury. Verbatim...the person I spoke to said to me "I will place your policy with an agent that write policies for Mercury." I remember asking, so my policy will continue to be in effect and the answer was "yes". I recalled being very relieved the issue was resolved.

  I just want my policy to be reinstated. Thank you

  which I DID NOT and that I was given a number to call back to complete a process...which is a total lie! I called during business hours without a doubt and was told my policy is safe and will be transferred to an active insurance agent to continue my coverage so it will not lapse! Please help me because this should not have happened...someone dropped the ball and it was not me. I know what conversation transpired.

  Business Response

  Date: 03/14/2025

  The customer did receive the notice of non-renewal due the agent on file no longer being affiliated with Mercury. The call to our office from the customer was placed on 1/6/25 at ****** PST. The representative that spoke to the customer advised her that our ***************************** would be able to assist her with changing agents; however, advised that  department did not open until 8:00am PST and the representative provided the customer with the ***** number to call back after 8:00am. No other calls to our office were received from this customer until 3/10/25 at which time the policy had expired and the customer would need to rewrite a new policy.

  Business Response

  Date: 03/14/2025

  The call has been reviewed by management and in the conversation, the ***resentative the customer spoke to on 1/6/25 is not in the appropriate department for handling agent of record changes. A DocuSign needs to be p***ared and sent to the customer for signing. Since the department that handles this was not yet open as it was 6:20am and our ***************************** opens at ******, the ***resentative explained to the customer that she would have to call back after 8am for assistance and she asked the customer if she would like to write down their number and the customer ***lies that she is ready. At this point the *** gives the number to the customer and then the customer asks what she should say to the Customer Relations *** when she calls back and if she should explain that she needs the policy changed to another agent and the Mercury *** advises that is what she needs to explain when she calls back and then the customer thanks the *** for the information and the call ends. The customer would need to locate an agent of choice and contact them about her options for rewriting coverage as the policy mentioned in this complaint is unable to be reinstated.

  Customer Answer

  Date: 03/17/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory if I will receive the same annual premium and/or reasonable for *********. The breakdown in communication should never have happened and at no fault of my own. How soon can I receive coverage and move forward? Thank you
  
  Regards,
  
  ******** ****
  
   
  

• Initial Complaint

  Date:03/10/2025

  Type:Customer Service 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.

  This answer does not address my complaint, which was that I was only given 23 days notice!  Why did it take 37 days to determine my panel was not acceptable?  Your inspector was out taking pictures the next week.  And if you have asked me when I applied I could have told you what kind of panel I have.

  Instead, it took you over five weeks to notify me, leaving me a ridiculously short time window to replace the panel with an acceptable one. Then, when my agent told you I would replace the panel and asked if we could have a 30 day extension, the answer was "N0."

  What would be the harm in giving me a little extra time to correct the situation?  I saw from a previous complaint with the same issue that customer was given extra time to comply.

  I am trying to get the panel replaced in time because in **********, losing your insurance is not just a matter of "working with your agent on other options..."   There are few options.

  I am suggesting you have a process to provide reasonable extensions for homeowners who show good intent to correct the deficiency identified during the underwriting process.   

  Or at least ask about the electrical panel during the application process!

  Business Response

  Date: 03/18/2025

  We received an application for this policy on 1/22/25. During the 60-day period that we have to review a policy and determine it's eligibility. Electrical must have 100% circuit breakers. Federal Pacific Stab-Lok and Zinsco (including, but not limited to, Zinsco style panels produced under the Magnetrip, Sylvania and Challenger names) panels are ineligible. The customer will need to contact their agent, AIS at ************** to discuss their options for replacing coverage.

  Business Response

  Date: 03/27/2025

  Once a policy is written, the insurance company has 60 days to determine it's eligibility. The policy was written effective 2/12/25 and the dwelling inspection was reviewed on 3/7/25 and we determined that the electrical panel was unacceptable per Mercury's guidelines and a notice of cancellation was sent out on 3/10/25. Coverage will terminate if proof of replacement to the electrical panel is not received prior to 4/5/25. If the customer is unable to provide this prior to the cancellation date, they will have to contact their agent to discuss their options for replacing coverage.

• Initial Complaint

  Date:02/26/2025

  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.

  This company asked for pictures and information about my dogs after a large claim. I submitted the i formation via their portal.I received a notice in the mail saying they didnt get the information - this is not true. And that they were dismissing me as a customer because of this. They then wrote me later saying they accidentallydid not send me the correct version of the california home insurance finder notice, and the California fair plan notice required by law.That letter was sent many months later.This was two years ago and i was very upset with the company and how they were treating me so even though i knew they were dismissing me illegally i did not do anything. I just got another carrier. This carrier has now reieved a low rating and my mortgage company needs me to get another carrier. Right now in ********** this may not be possible other than an expensive plan with California fair that does not cover much. So now i am stick and am going back to reviewing how i was dismissed illegall from Mercury.

  Business Response

  Date: 03/06/2025

  On 1/4/23, we requested photos of the property, proof of updates to the roof, plumbing, heating and electrical systems and photos of all dogs in the household including biting history. We received some photos of the dwelling but no proof of updates or information regarding dogs in the household so a notice of non-renewal was sent on 2/7/23. The requested information was still not received and the policy was set to non-renew effective 5/14/23. During a review of our policies, it was discovered that the notice of non-renewal did not include the correct version of the California Home insurance Finder Notice and the California FAIR Plan Notice, as required by law so a new notice of non-renewal was sent to the customer on 5/5/23 extending the coverage until 7/25/23.

• Initial Complaint

  Date:02/24/2025

  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.

  The matter is still under investigation, and we are awaiting the final response from Mercury. Mercury neglected to report that they called the incorrect party to request payment. The number called by Mercury was ************. Rather than negate blame and deflect it onto me, Mercury has yet to admit that they informed the wrong person via phone that the policy would be canceled. It is not the responsibility of my mother who pays for the insurance with her card to inform Mercury that two policies are paid with the same card as their response suggest. It is the responsibility of Mercury insurance to inform me via telephone of impending cancelation which they neglected to do. The phone call to the wrong party leaves the responsibility on Mercury for failure to inform me, the policy holder. If I did not contact Mercury for a claim, I would have never known that the policy was canceled. I was never informed. As a result of their negligence, I have suffered mental and financial strain. that ***** was referring to was my own policy. No phone call had ever been placed to me. My mother does pay for my policy as well, and we used to all be on the same policy, hence the mix-up that we did not discover until weeks later when my insurance was canceled without sufficient notification to me. We were notified of the cancelation when we tried to file a claim due to a hit and run that caused nearly ****** worth of damage to my brand new vehicle. We have been customers with the same agent for years, have never filed a claim, and feel as if the mistake made by Mercury and their agents caused undue stress and extreme financial burden to my family. We also feel as if the policy should have not been canceled without the appropriate and correct notification via telephone. I have never been uninsured.

  Business Response

  Date: 03/04/2025

  Notices of cancellation were sent out on both policies; however, when the insured called in to update the payment information, she only provided it for one policy. Since they are separate policies, we do not automatically update the payment information for other policies that have the same credit card on file. It was only after the policy in question canceled final and the insured reported a claim that we were notified that they wanted to payment information to be updated on both policies. Our claims department is currently investigating the reported to loss to determine if coverage applies.

  Customer Answer

  Date: 03/20/2025

  Mercury Insurance is giving false information regarding the cancellation of the policy.

  It is their practice to call and ensure that the policyholder understands that their policy will be cancelled. I know this to be factual because my grandmother received a call about my policy expiring.

  Once again, Mercury is not taking responsibility for placing an incorrect phone call. 

  Business Response

  Date: 03/18/2025

  A notice of cancellation was mailed to the policy address on 1/6/25 advising Ms. ******* that her coverage would terminate on 1/27/25 if the payment was not made. Mercury Insurance does not place telephone calls on policies pending cancellation as we do send a notice via US mail. This policy and the policy Ms. ******* mentions for her mother are two separate policies; therefore it would have been up to the policyholder to notify us that the card on her policy needed to be changed in order for us to charge her correctly for coverage. The cancellation on this policy effective 1/27/25 stands and Ms. ******* will need to contact her agent at AES Insurance Services at ************** to discuss her options for replacing coverage.