Complaints

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

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  MAPFRE Insurance

  211 Main St Webster, MA 01570-2249

  
• 

  MAPFRE Insurance

  3590 Twin Creeks Dr Columbus, OH 43204

  
• 

  MAPFRE Insurance

  11 Gore Rd Webster, MA 01570-6817

  
• 

  MAPFRE Insurance

  100 Campus Dr Florham Park, NJ 07932

  
• 

  MAPFRE Insurance

  5959 Blue Lagoon Dr Ste 400 Miami, FL 33126

  

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:07/11/2023

  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.

  Full diminished value claim #******* in the amount of $3775

  Customer Answer

  Date: 07/11/2023

  I filed a diminished value auto claim for an auto accident that occured on 11/24/2022 between myself and the insured / MAPFRE who was negligent and 100% at fault. 

  MAPFRE, specifically *********************** Senior Claims Representative, has not responded to any communications from me or my appraisers who I retained and who prepared the diminished value appraisal reports, ***************************** and ********************* from ****************************.

  We are seeking compensation in the amount of $3775.00.

  ***********************, AIC
  Senior Claims Representative, Auto Physical Damage
  ********* Claim Department
  MAPFRE Insurance
  11 **** Road
  *******, ** 01570
  Tel: ***********************
  Fax: ************
  *********************************
  

  Customer Answer

  Date: 07/11/2023

  Yes, please proceed, I've also attached the independent appraisal report. 

  Business Response

  Date: 07/24/2023

  Please see our response details in the attached letter.   Thank You 

  Customer Answer

  Date: 07/24/2023

   
  Complaint: 20304847
  
  I am rejecting this response because:

  a. Communications were delayed and ignored by MAPFRE between myself and my appraisers until a BBB complaint was filed. 

  b. The total appraised damage to my vehicle was NOT $2,720.96 as *********************** stated. The gross total in damages was $6003.10 as shown on the gross total line on page 6 of the attached DV claim document. This significantly affects the post repair diminished value calculation and vehicle value.

  c. "Ran CARFAX (showing no damage reported)", which I have not seen, does not absolve the fact that over $6000 in damages DID occur, that I would have to disclose that accident information when selling my vehicle, and that the accident won't be reported at some future point in time on the CARFAX. 

  c. Diminishment of Value is NOT an arbitrary figure. My independent appraisers provided an expert opinion with supporting evidence and  actual calculations, which were valid,  reasonable and in line with today's car market. 

  d. In an effort to settle this matter, my final offer is as originally stated at $3,775.72 + $600.00 appraisal for a grand total of $4375.72.

  Sincerely,
  
  ***************************

  Business Response

  Date: 07/28/2023

  Please see response letter attached

  Business Response

  Date: 07/28/2023

  See Attached

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20304847
  
  I am rejecting this response because:
  
  a. As stated in my original reply, the total appraised damage to my vehicle was NOT $2,720.96 as *********************** stated. The gross total in damages was $6003.10 as shown on the gross total line on page 6 of the attached DV claim document. 
  
  This significantly affects the post repair diminished value calculation by at least twofold AND the final post repair vehicle value. 
  Using the initial appraised damage of $2,720.96 BEFORE repair, instead of the true and final gross damages of $6003.10 AFTER repair in your calculations significantly changes the total diminished value.
  
  Commerce is not only being deceptive by doing this, but also fraudulent as gross total damages exceeded $6000.00 as shown CLEARLY in the supplement attached.
  
  b. I reported the motor vehicle accident  immediately post-accident as required by M.G.L. Chapter 90, Section 26 and filed a claim with both my carrier ************* and a third-party claim with Commerce/MAPFRE, unlike the insured ************************* who did none of these things, in order to recoup both the 32-day car rental and the post repair diminished value of my vehicle. 
  
  Both of which Im entitled to since the Commerce/MAPFRE insured ************************* was 100% at fault and negligent in operating his vehicle in a safe manner and failed to maintain his vehicle in proper and safe working order. 
  
  Not only was ************************* 100% at fault he deliberately avoided all phone calls and emails from BOTH insurance carriers for over 50 days and then intentionally lied to his carrier on January 13th 2023 denying any involvement in any accident on November 24th 2022 committing insurance fraud as shown here in communication between myself and *************************** from Commerce/MAPFRE in an email exchange trying to recoup my car rental costs. 
  
  Do you have any proof our insured was involved?  I just got off the phone with my insured and he denies being involved in any loss with you.- ***************************
  My insured is denying any involvement. - ***************************
  I know but my insured is denying any involvement.   Was there damage to our vehicle?  If so where.  How did you get his information? - ***************************
  
  Whether or not ************* has subrogated the total damages to date is irrelevant as the claim is both still active and open AND that again does not absolve that FACT that ************************* caused $6003.10 in damages to my vehicle which also required an additional 32-day $939.37 car rental. 
  
  c. Commerce/MAPFREs independent valuation is flawed from the beginning since theyve decided to use suppressed and inaccurate values for total damages. Also, I have yet to see this report. I have attached my independent diminished value report numerous times and actually substantiated my claim with actual numbers and true market vehicles not with personal opinions of what the diminished value is.
  
  d. Again Im providing my final offer as originally stated and documented in my independent diminished value report at $3,775.72 + $600.00 appraisal fee for a grand total of $4375.72.
  
  Sincerely,
  ***************************

  Business Response

  Date: 08/03/2023

  Please see our attached response.

  Business Response

  Date: 08/03/2023

  Please see our attached response.

  Customer Answer

  Date: 08/04/2023

   
  Complaint: 20304847
  
  I am rejecting this response because:

  Commerce continues to use inaccurate values in their diminished value assessment which is arbitrarily reducing the true diminished value of my vehicle and again have yet to provide any actual data, facts, figures, values or vehicle comparables in their assessment.
  
  $1,045.00 is for the clear coat protection which the dealership applies is false and inaccurate.
  $1,045.00 was for the replacement of the paint protection film already installed on my vehicle that your insured ************************* negligently damaged by failing to maintain his vehicle in his lane and failing to maintain his vehicle in safe working order.
  Unfortunately, ************************* caused a considerable amount of damage to my vehicle due his own negligence. 
  $6003.10 was the actual total cost to bring my vehicle back to its pre-loss condition. 
  
  Attached is a snapshot of my vehicles fair market value from ***************** taken the day after the accident, 11-25-2022, which is in line with my appraisers ***************** fair market value of $33,325.00.
  Generally, a 10% to 25% recovery of the fair market value of the vehicle involved in a 0% at fault accident is the norm in a diminished value claim. 
  The *****% loss, which was calculated by my appraisers, is conservative, fair and reasonable and on the lower end of the range considering my vehicle was in like-new condition, less than 2 years old, had less than ****** miles on it.
  
  The diminished value assessment is supplemented with an actual fair market value figure of my vehicle from *****************, actual documented total damages caused by the insured *************************, and actual vehicle comparables.
  The diminished value assessment Ive submitted is driven by facts, figures and actual values, and not by bias, personal beliefs, or opinions like Commerces assessment. 
  
  My claim stands at $3,775.72 in diminished value + $600.00 appraisal fee for a grand total of $4375.72.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 08/07/2023

  Please explain how Commerce has "made a good faith effort to answer the complaint " when they have NOT provided the diminished value assessment they allegedly completed nor ANY vehicle comparables to substantiate their low ball counter offer?

  I've provided an independent diminished value assessment with real world comparables and actual fair market values, yet Commerce has done none of these things in "good faith" even when asked to provide their alleged "report".

  The only thing Commerce has done in this case is provide an UNREASONABLE counter offer with no data to substantiate their offer and tried to take advantage of a consumer by deflecting, delaying and showing a consistent pattern of deceptive behaviors. 

• Initial Complaint

  Date:07/06/2023

  Type:Billing 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 switched auto insurance companies in December 2021 from MAPFRE to Geico. Geico sent the appropriate paperwork to cancel my then current insurance. A few months later, I noticed MAPFRE was still debiting my bank account. I called ********************** and was told they never received anything. I called GEICO and they immediately sent paper work again to rectify the situation. Another two months passed and I see no change. My insurance is still "active" with MAPFRE, and they continue to send bills. I disconnected my bank cards so they could not debit any more money. Now I am getting warnings of cancellation (which is fine because I already have insurance!) However, I do not want this to reflect poorly on my credit. Also, this means I still haven't been reimbursed for several months worth of auto insurance payments from before I disconnected my bank cards (totaling over $1000).

  Business Response

  Date: 07/18/2023

  This is in response to the July 6th dated complaint that ****************** filed with respect to an auto policy written with The MAPFRE Insurance Company in the name of *****************************. The vehicle listed on the policy is a 2021 Jeep Wrangler - VIN#*****************. 
  
  ****************** states that he switched auto insurance companies in December 2021 from MAPFRE to *****.***** sent the appropriate paperwork to cancel the insurance but MAPFRE continued to debit Mr. ******** account. 
  
  The agent of record for Mr. ******** policy was ********************* Insurance Brokerage of MA.   Since MAPFRE Insurance Company is not a direct writer, the paperwork from ***** would have  been sent to the agent.  We have no record of receiving a cancellation request from the ********************* Agency. 
  
  Based on information obtained from the *****************************, the policy with ***** listing the 2021 Jeep Wrangler, was issued with an effective date of 12/31/22 in the name of ****************************  The named insured on our policy is not ***************************, but *****************************, which may have caused confusion.  ****************** is listed as an operator on our policy.  He is not a named insured.  The 2021 Jeep Wrangler is showing as leased to *****************************.
  
  ****************** indicates the insurance was transferred to ***** in December of 2021.  However, as stated above, based on the ************************** records, the inception date of the ***** policy listing the 2021 Jeep Wrangler was 12/31/22.  Accordingly, Mr. ******** policy has been cancelled as of that date.      
  
  We hope this clears up any confusion that occurred.  Thank you.

• Initial Complaint

  Date:06/15/2023

  Type:Product 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.

  Dear BBB,On 26 September 2022, I paid off my home mortgage with ******** and decided to cancel the flood insurance policy (# **************) with American Commerce Insurance Company since it was no longer mandatory for me to have. My local insurance agency, *************************** Insurance in ********* *****, immediately began the cancellation process for me and said I would be due a refund of $930. I was asked to provide an e-signature as part of this process, which I did on 30 October 2022.Since then, I have contacted my insurance agent multiple times to check on the status of the refund, and she has told me it was still being processed and that flood policies always "seem to require an Act of Congress to get a refund." Needless to say, this doesn't sound fair for everyone involved. Frankly, it sounds like a scam is happening by American Commerce Insurance Company. Can you please look into this for me and others dealing with the same kind of refund delays by American Commerce Insurance Company?Thank you,******************* ********************************************** Tel: ************ **********************

  Business Response

  Date: 06/27/2023

  Good afternoon,

  Enclosed please find the response to the inquiry filed by ************************  Please let me know if you have any questions, or if I can be of any further assistance.

  Thank you,

  ***********************

  Senior Compliance Professional

  Customer Answer

  Date: 06/30/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me although that company had terrible customer service.  The so-called "technical glitch" should have been discovered and corrected months ago.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:05/25/2023

  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.

  Good afternoon, I am writing to file a complaint against Mapfre Insurance. Back in 2021, during COVID, I registered a vehicle in my name with my 16 year old son as a driver. There were many conversations that took place since things were crazy at the time. A few weeks back I registered another car and put my other son as the driver on this policy. During both times, not one agent had a conversation with me regarding adding collision to the policies thinking as a 1st time driver at their ages this would be added. My oldest son recently got into an accident and because collision was not added, NOT AT MY REQUEST, I am now being denied coverage even though I am willing to pay the difference from the start of the policy up to now and moving forward. I asked they pull up the new policy of the newer car, knowing Collision was NOT discussed again when registering this car but Collision was added without anyone discussing this with me. I am now being told an agent added a note not to add coverage back in 2021 that I did not ask for them to do that. I have been a loyal customer for many years and I am very disappointed that they are denying this for something they did on their own. I am hoping someone can help assist me with this as I do not feel any of this is fair and being a loyal customer, I am highly disappointed in this service and outcome.

  Business Response

  Date: 06/02/2023

  June 1, 2023
  
  
  
  Attn: *****************************
  Better Business Bureau
  400 ************
  *********, ** 01605
  
  
  RE:  Customer Complaint
  Customer Name:  ***********************
  ********************** Policy Number:  **********
  BBB File Number:  ********
  
  
  Dear *****************************:
  
  We acknowledge the receipt of the Better Business Bureaus correspondence dated Thursday, May 25,2023 and Ms. ****** complaint regarding her MAPFRE personal automobile policy.After reviewing the policy history, we trust the following information addresses Ms. ****** complaint. 
  
  Ms. ****** policy renewed on 01/03/2021 and covered one vehicle,a 2017 Jeep Grand Cherokee. Collision coverage with a $500 deductible was included.   
  On 06/25/2021, the policy was endorsed by Ms. ****** independent insurance agent, the ******************************************************* Insurance Agency to add a 2005 Chevrolet Avalanche.  Collision coverage was not included. The change was effective 06/18/2021.

  
  The agency processed an endorsement on 06/29/2021 adding Comprehensive coverage for the 2005 Chevrolet Avalanche, effective 06/18/2021.
  The agency has advised that on 06/15/2021, ************** requested the same coverages for the 2005 Chevrolet Avalanche as the 2017 Jeep Grand Cherokee except no Collision coverage.  MAPFRE did not receive any request or endorsement to have Collision coverage added. 

  
  On 09/02/2021, the agency added an operator, *************************, to the policy effective 09/01/2021. There were no changes to coverages for either the 2017 Jeep Grand Cherokee or the 2005 Chevrolet Avalanche.
  The policy was renewed 01/03/2022 and again on 01/03/2023 with no changes in coverages. Declarations pages indicating the coverages for each vehicle were issued with each change and renewal to *************** 
  On 05/11/2023, The ******************************************************* Insurance Agency processed an endorsement adding a 2014 Ford Focus with Collision coverage (and $500 deductible) effective 05/11/2023. The agency advises Collision coverage for this vehicle was requested.

  
  On 05/12/2023, ******* was driving the 2005 Chevrolet Avalanche when involved in an accident.  MAPFRE has denied Collision coverage for the vehicle as Collision coverage was not purchased prior to the date of loss. 
  As the above history shows, MAPFRE Insurance did not receive a request or endorsement to add Collision coverage for the insureds 2005 Chevrolet Avalanche prior to the 05/12/2023 accident. It is our understanding the agency did not receive a request for Collision coverage on the 2005 Chevrolet Avalanche until after the loss either.  ************** received multiple Declarations pages showing which coverages were applicable to the vehicle and could have requested this coverage at any point in time prior to the loss but did not do so.  Since Collision coverage was not previously requested, there is no Collision coverage available for the 5/12/2023 loss and we have denied adding this coverage prior to the loss accordingly. 

  
  After reviewing the policy history and Ms. ****** complaint, we will be maintaining our original position and will not be modifying the policy or coverages prior to the loss. 

  
  We will remain open to reviewing any additional documentation or information on this matter and ask that ************** forward any such documentation or information to us or the agency for review.

  
  If you have any questions or would like to discuss this further, please do not hesitate to contact me at ****************************** or **********************************
  
  
  
  Sincerely,
  
  *******************
  
  *******************
  Supervisor, Personal Lines Underwriting
  MAPFRE Insurance Company

  
  

  Customer Answer

  Date: 06/02/2023

  
  Complaint: ********
  
  I am rejecting this response because Mapfre made a decision on their own without consulting me with on adding or not adding the proper coverage. They failed to discuss anything in detail with me and I was not given any option to approve or deny anything. They are being accountable for their actions and someone on their end wrote in their own note without my acknowledgement causing a policy to be put in place without discussion. Seeing as how the error was on their end, they should be responsible for doing the right thing.

  When I recently added another car they also failed to discuss collision with me to approve or deny, but it was automatically added.....?

  I don't understand why they get to pick and choose to add collision to 2 out of 3 policies without any discussion.  This seems like a very bad practice and it's only the customers who suffer. 

  Sincerely,
  
  ***********************

  Business Response

  Date: 06/06/2023

  
  June 6, 2023
  
  
  Attn: *****************************
  Better Business Bureau
  **************************************************, ** 01605
  
  
  RE:  Customer Complaint Follow Up
  Customer Name:  ***********************
  ********************** Policy Number:  **********
  BBB File Number:  ********
  
  
  Dear *****************************:
  
  We acknowledge the receipt of the Better Business Bureaus follow-up dated June 2, ****************** ****** rejection of our companys response.
  
  **************** states that MAPFRE failed to discuss coverages with her, however, any discussions related to coverage for the 2005 Chevrolet Avalanche should have occurred between her and the ******************************************************* Insurance Agency. 
  
  The ******************************************************* Agency has advised MAPFRE that they have notes documenting the coverages ************** requested when she added the 2005 Avalanche and it did not include Collision coverage.  
  
  **************** also states that MAPFRE failed to discuss collision coverage with her for a vehicle that was recently added and that it was added automatically.   Any such discussion would be with her agent not MAPFRE.
  
  Since ******** coverage was not requested when the 2005 Avalanche was added or at any point prior to the  May 12, 2023 loss, the coverage will not be added to cover the loss.
  
  If you have any questions or would like to discuss this further, please do not hesitate to contact me at ****************************** or **********************************
  
  
  Sincerely,
  
  *******************
  
  *******************
  Supervisor, Personal Lines Underwriting
  MAPFRE Insurance Company
  

  Customer Answer

  Date: 06/06/2023

  
  Complaint: ********
  
  I am rejecting this response because Mapfre is dealing with the agency and will not accept their error even though the agency asked they override it knowing I was/am willing to pay the difference. Again, tbe agency falsified q note that I did not accept nor deny and both should be held accountable. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/15/2023

  Type:Billing 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.

  First of all I had an insurance policy with this company for about a year and a half. I just called 4 months ago To raise my insurance to better coverage. I just made a payment on April 9th.$111.00 And while I was making the payment there was no notice given to me online while i was making the payment. Letting me know that this was my final payment that they were canceling my policy. I was given no prior notices ** communications from them period, nothing threw the mail, and when I reached out to my agent he was very rude with me, so I called customer service and the lady that awnsered was extremely rude and ****** with me. This isurance company has been nothing but a head ache from the first moment I got my policy and how dare they do this without actually communicating with me. They never called they never emailed what kind of company does that to people their rotten people how dare they treat a customer like this who do they think they are this ain't over......

  Customer Answer

  Date: 05/16/2023

  What I want from them is my Payment that I made to them on April 9th for $112.43. Because I received no communication from them about them cancelling my policy, and then they tell me yesterday I've been uninsured since April 4th that Doesn't make since if I made a payment on the 9th of April on their website, and another thing their wasn't even a notification on their website when I made the payment telling me my policy was cancelled, what kinda of professional curdicys do they offer. I never received a call from my agent. I never received any notices in the mail. What kinda of company doesn't reach out to their customers especially customers who were paying upwards of $189.00 a month for car insurance? 

  Business Response

  Date: 05/24/2023

  Dear BBB,
  I am writing in response to the Complaint filed by ***************************** concerning policy *************.
  This policy term was effective from November 19, 2022 to May 19, 2023 with a premium of $803.88.
  On February 26, an invoice generated with a minimum amount due of $139.12 due March 19. This invoice was mailed to the
  address on file, ***************************************************************************
  When payment was not received by March 19, a Pending Cancellation notice generated and was mailed to the address on file
  with an amount of $139.12 due by April 2, in order for the policy to remain active.
  When payment was not received by April 2, the policy cancelled for Non-Payment of Premium on April 3, and a Final Bill
  issued for $112.27.
  On April 9, we received a credit card payment in the amount of $112.27 satisfying the remaining balance on the policy.
  The insured contacted MAPFRE May 15 seeking reinstatement. The note on the policy is as follows, Insured calling to seek
  reinstate - policy lapsed April 3, insured made payment on April 9 for final bill amount - did not speak with contact center
  regarding reinstate eligibility. Due to length of time lapsed, declining reinstate. Does not meet reinstate guidelines. The
  policy was outside of reinstatement guidelines as it had been cancelled for more than 30 days.
  On May 24, the payment of $112.27 was removed from the policy due to receiving a chargeback request from the credit card
  company. The policy balance is now $112.27.
  I have attached supporting documentation including the Renewal Documents, Invoice, Pending Cancellations, Final Bill, and
  Billing Breakdown.
  If you have any questions or need further information, please contact me at *************************************.
  Thank you,
  *****************************
  *****************************
  Premium Accounting
  Email: *************************************

  Customer Answer

  Date: 05/25/2023

   
  Complaint: 20060335
  
  I am rejecting this response because: They are 100% lying and second of all I have not received any correspondence from them period. Nothing in the mail, nothing in my Email, and nothing in my text messages or phone calls. This company is lying straight up, just to try to make it seem like they did everything they could to reach me, complete lie. What I wanna know is why in God's name didn't I get a phone call from my Agent warning me what was gonna happen Huh? Or a text message warning me to log in and make a payment. Why did I get a heads up from my insurance company you guys have my phone number you have my email address why wasn't I given proir notification?  You SNAKES!!!!!

  Sincerely,
  
  *****************************

  Business Response

  Date: 05/30/2023

  May 30, 2023
  
  Better Business Bureau
  Case Number: 20060335
  Complainant Name: *****************************
  Policy or Claim Number: *************
  
  Dear BBB,
  
  I am writing in response to the follow up submitted by ***************************** concerning policy *************.
  
  We have confirmed through our Returned Mail Database that we have not received any mailings back as Undeliverable for this policy. All prior invoices for this policy term have been paid. If mail delivery has changed, we recommend the insured reach out to their local post office to inquire.
  
  It is not part of our current practice to contact policy holders who fail to make payment by phone,text, or email. We suggest reaching out to your agent regarding their notification process.
  
  If you have any questions or need further information, please contact me at *************************************.
  Thank you,
  
  *****************************
  
  *****************************
  Premium Accounting
  Email: *************************************

  Customer Answer

  Date: 05/31/2023

   
  Complaint: 20060335
  
  I am rejecting this response because: I did reach out to my agent., I reached out to him several times and asked him before I made the last payment to ask him why my payment was only $130. And you know what my agent responded with. Nothing he didn't respond at all for two weeks, I left him several messages, Sent him several texts. All you guys are doing is trying to pass the blame. When is 100% your fault? Why is it when I logged on to pay in the last payment? Why didn't it tell me on my customer portal? What was going on? You guys have got errors in your company and you just don't want to admit it. When I had progressive if I was late on a payment or my payment was coming up. I would get letters in the mail. I would get emails. And my agent would reach out to me a couple of days before it was due.. You guys are just a, joke.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/13/2023

  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.

  On January 18, 2023, my vehicle was hit from behind in an accident. The responsible driver was insured by Mapfre Insurance, who accepted the police report stating that they were at fault. As the non-fault party, my insurance company, ******* ****** ********** notified Mapfre that Mapfre is responsible for covering all the costs related to my vehicle's damage. On February 24, 2023, Mapfre determined that my vehicle was a total loss. However, despite being responsible for covering the costs, Mapfre is charging me a storage fee of $4644.02 and refusing to pay me the actual cash value of my car.

  Business Response

  Date: 04/16/2023

  Please see the attached letter.  We have made a decision to make a concession and settled the claim, paying the additional amount ************ is seeking.  Thank you for your time,  

• Initial Complaint

  Date:04/11/2023

  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 a car incident involving a driver insured by Mapfre, and me, with the claim # **************.The driver insured by Mapfre is responsible for 100% of the incident. The incident caused my cat to be in a car shop (designated by my insurer *******) from Sep to Dec 2022, and I had to rent cars out of pocket as a replacement vehicle. I have always rented cheaper models than my own car (7 -seat VW Atlas), e.g. 5-seat **** etc.Yet Mapfre is not willing to reimburse me the rental cost, with communication from my insurer *******, and my own direct request by email (contact provided by a Mapfre letter.)

  Business Response

  Date: 04/13/2023

  April 13, 2023
  
  
  Better Business Bureau
  *************************************************************
  
  Named Insured:          *******************************
  Complainant Name:    *** **          
  Date of Loss:               9/28/2022
  Claim Number:           **************
  Policy Number:           *************
  BBB File Number:       ********
  NAIC Number:            
  
  
  Dear Better Business Bureau:
  
  The Commerce West Insurance Company acknowledges our receipt of your letter dated April 11, 2023. We trust that the following addresses all of the issues raised in the complaint you received from *******
  
  The complainant alleges Commerce West is refusing to reimburse him for out of pocket rental expenses.
  
  Pursuant to our review of the information and documents received to date, we confirm the complainant was involved in an auto accident with our policyholder and we accepted liability for the loss. The complainant, Mr. *** is one of two claimants that incurred damages when our policyholder struck their vehicles.Therefore we are liable to both parties for their damages.
  
  As we have already explained to Mr. *** his insurance carrier, and the other claimant, their damages exceed our policy limit of liability. This means our policy limits are insufficient to pay each loss at 100%.To protect the recovery interests of all parties involved, we must first confirm the full amount of each claimants loss and then pro rate settlement based on each claimants proportionate share of the applicable policy limits.
  
  Commerce West has not denied or rejected the complainants claim for rental reimbursement.We are unable to issue any payment until we have received demands from each claimant and/or their insurance carrier. Upon receipt of all required information, we will provide all parties with the pro rata settlement information and Physical Damage Release forms. When all executed Releases are obtained, settlement payments will be issued.
  
  The Commerce West Insurance Company remains open to reviewing any additional pertinent information on this matter and asks that you forward any such information for our review.
  
  Please contact the undersigned with any questions at , extension 76765.
  
  
  Sincerely,
  
  ************************
  Senior Manager, Claims
  

• Initial Complaint

  Date:04/06/2023

  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 was in an accident on February 4th 2022. The car was totaled out and paid out by salvage. I received the check . Then on August 4th, 2022 due to lack of communication between Mapfre and the broker the policy was renewed without notice. They began taking payments out of my bank account that lasted until I realized what was happening, 7 months. When I brought it to their attention they told me I needed to go to one of their brokers to submit paperwork to prove the car was totaled (proof they already had). Fine, I met with a young lady, who was just as outraged as I was this happened. She helped me submit the documentation of proof. They sent a refund for only 2 months worth. I then contacted the young lady who was helping me, and we re-submitted the same proof. That was now a month ago. I have yet to receive the outstanding balance of their Insurance Fraud against me. These folks should not be allowed to be in business anymore. They still owe me over $1000.00 now. Even the broker that was assisting me scolded them, "they stole money that was not theirs and they needed to give it back". I do not understand how these kinds of things are allowed or tolerated or not detrimental to them in any way. They need to be investigated for this kind of fraud.

  Business Response

  Date: 04/13/2023

  April 12, 2023

  
  Better Business Bureau
  Case Number: ********
  Complainant Name: *********************
  Policy or Claim Number: *************

  
  Dear BBB,

  
  I am writing in response to the Complaint filed by ********************* concerning policy *************.

  
  The insured was involved in a motor vehicle accident resulting in a total loss on February 4, 2022. On February 25, 2022 we
  sent an email to the agent at ***************** advising Our records indicate that the above referenced insureds
  2016 ***** Fit was involved in an accident on 02/04/2022. We have been advised that this vehicle has been declared a total
  loss. Since this is the only vehicle on the policy, please advise the Company if the policy is to be cancelled or endorsed to
  replace the vehicle. A response is requested within thirty (30) days of this memorandum advising how to proceed. Thank you
  for your prompt attention to this matter. Please send all correspondence to ***********************************

  
  When we did not receive a signed cancellation request for this policy it renewed on August 22, 2022. The Renewal
  documents were sent to the insured at the address on file, ****************************************************

  
  On March 4, 2023 we received a fax from the agent with the subject line Please cancel policy #************ car is a total
  loss as of 2/4/2023. This resulted in the policy being cancelled February 5, 2023 and a refund issuing to the insured in the
  amount of $263.38 on March 9, 2023 which was mailed to the address on file.

  
  On March 16, 2023 the agent contacted MAPFRE regarding the cancellation. A new cancellation request was received, and
  the policy was cancelled effective February 5, 2022 resulting in a refund issuing to the insured in the amount of $1,920.58 on
  March 21, 2023 which was mailed to the address on file.

  
  If you have any questions or need further information, please contact me at *************************************.

  
  Thank you,
  
  *****************************
  Premium Accounting
  Email: *************************************

• Initial Complaint

  Date:03/28/2023

  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 needed a tow so I called my insurance company whom offers roadside. They gave me the number to call. When I called, they werent able to find me. The agent told me to pay for the tow and they will reimburse me. I sent in all the information and have followed up with no response. The tow was $201.

  Business Response

  Date: 04/05/2023

  Dear Better Business Bureau:
  
  The Commerce West Insurance Company acknowledges our receipt of your letter dated March 28, 2023. We trust that the following addresses all of the issues raised in the complaint you received from **********************
  
  The complainant alleges she has been unable to receive reimbursement for out of pocket expenses related to a tow.
  
  We have reviewed this matter on the complainants behalf. Ms. ******* personal auto policy does include $50 in coverage benefits for emergency roadside assistance,which is provided by *****. This benefit is not intended as a reimbursement program, but rather a service to be utilized when emergency roadside assistance is required.
  
  We have contacted ***** to investigate the incident. ***** was able to access the incident details, as well as a recording of the call from ****************. This information revealed **************** did not attempt to utilize her benefit included by the Commerce West auto policy. **************** called ***** and opened a service request under her ********** Company roadside assistance program. During Ms.******* call to ****** she never referenced Commerce West or provided her Commerce West policy number. She specifically referred to the roadside program provided by her auto manufacturer, ***** In fact, *****s investigation revealed *************** utilized the same tow services through **** on January 26, 2023.
  
  ***** confirmed they never received any follow up inquiries or requests for reimbursement regarding the tow on February 21, 2023. The complaint to the Better Business Bureau was *****s first notice of any pending issues with this customer. ***** reported that services on February 21, 2023 were provided under the terms of the **** roadside assistance program and the out of pocket expenses are for the excess costs not covered by *****
  
  Since **************** appears to have directed this complaint to the wrong organization,we have recommended she contact ***** directly to pursue a supplemental claim under the roadside assistance coverage provided by **** or open a new incident to ***** by referencing her Commerce West policy. (Her receipt was for $201, but her maximum coverage benefit is only $50.)
  
  The contact information and reference number for ***** are provided below. This information has also been shared with *****************
  
  Phone:            **************
  Email:             ****************
  Job ID:             ********
  
  The Commerce West Insurance Company remains open to reviewing any additional pertinent information on this matter and asks that you or ********************* forward any such information for our review.
  
  Please contact the undersigned with any questions at , extension *****.
  
  Sincerely,
  
  ************************
  Senior Manager, Claims
  

• Initial Complaint

  Date:03/09/2023

  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.

  On 12/27/22 I was hit by a driver insured by Mapfre. I have had nothing but issues getting someone to contact me regarding my claim. They have provided false statements and false confirmations regarding coverage for a rental vehicle while I waited for a settlement for my totaled vehicle. They requested that I provide justification as to why I needed a comparable vehicle to the one their insured driver totaled. I provided that information and was told I would be covered but as I am attempting to return the rental Im being told I owe money because mapfre will not cover the cost of anything over a compact car,

  Business Response

  Date: 03/20/2023

  To whom it may concern,

  Please see attached response. 

  Thanks