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

  2633 Camino Ramon STE 300 San Ramon, CA 94583

  
• 

  MAPFRE Insurance

  3590 Twin Creeks Dr Columbus, OH 43204

  
• 

  MAPFRE Insurance

  serving Central California and Inland Empire Counties Fresno, CA 93711

• 

  MAPFRE Insurance

  11 Gore Rd Webster, MA 01570-6817

  

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:02/01/2023

  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.

  Made a claim on my car because of accident* I been paying my insurance* But apparently my card got declined and a payment did not go threw without any knowledge of me knowing my policey was canceled* Without any letter or call saying that my policy is canceled or even a your card did not go threw* Nothing didn't receive no type of information about a canceled policy* So I continued to male my payment and when I get I to an accident they told me that my policy has been canceled even tho they Still took my money from me* They say that I owe them money witch I was not informed of at all* So they saying that they will not co er my car accident* But yet I never received anything in the mail saying my policy is canceled and they kept taking my money knowing that they canceled it* So they said they canceled my insurance the same month my payment did not go threw* Took my money January and didn't mention nothing on behalf of my insurance being canceled* So they been letting me drive around with no legal Insuresnce* Said because it been a month they will not renew my policy* But I was told that I javelin at least 3 months of grace * Anyways they saying they won't help and don't care* I need my month that I paid back from them or for them to fix my car * Thamx for reading

  Business Response

  Date: 02/17/2023

  Dear  Insured,
  
  ******** **** ********* ******* ****** is writing in response to the Better Business Bureau inquiry dated February 2, 2023.
  The Insured purchased a personal auto policy on September 13, 2022 through their broker, *** **** ********* ******.  The insured chose to enroll in the automatic payment option using a credit/debit card.
  

  On December 1, 2022 a Withdrawal Notification was sent to the insured which included the deduction schedule. The next deduction was scheduled for December 13, 2022.  On December 14, 2022 **** was informed that the insureds automatic payment credit/debit card was declined.  **** sent a Notice of Cancellation to the insured informing that the policy would cancel on  December 28, 2022, if payment was not received by December 27, 2022.  A letter was also sent to the insured on December 14, informing them that the automatic payment credit card declined and other payment options were provided in order to keep the policy from cancelling.
  

  Payment was not received by the required date.   A notice was sent to the insured on December 29, 2022 informing them that the policy had cancelled on December 28, 2022 at 12:01 a.m.  and that there was an outstanding amount due of $104.63 for coverage provided prior to the date coverage ended.  On January 3, 2022 a payment was received for $104.63 for the outstanding balance.
  

  Since the coverage requested by the insured was provided, **** will not be able to grant the requested refund.  **** will also not be able to cover any loss that has happened after December 28, 2202 at 12:01 a.m. the date that the policy cancelled. We appreciate the opportunity to address the insureds concerns and remain open to reviewing and additional pertinent information.
  
  Sincerely,
  
  Underwriting Department
  ******** **** ********* *******

• Initial Complaint

  Date:12/02/2022

  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.

  Mapfre insurance got me set up with insurance and my dad (*********************) provided a credit card so it could be automatically debited from his account. I just turned 18 and I'm still learning how to pay bills and this made sense to make sure my credit remained good. Mapfre said we missed a payment and canceled my insurance. My dad called and made the payment via phone as soon as he could and they promised that his card was set up to automatically withdraw and pay the bill in the future so I wouldn't have to worry about it. In November, I received a letter saying my payment was late again, and the following week they sent the amount of $207.30 to collections. They want to charge my dad another big fee to reinstate the insurance again. If they made the mistake once, okay, I get it. But to not automatically withdraw the money from my dad's card the way they were supposed to, only to turn around and cancel the policy a second time, charge us more money to reinstate the policy, plus send me to collections appears to be fraudulent actions by this insurance company. They told us on three separate occasions that my dad's card was hooked up to automatically pay my insurance bill every month, but the card was not charged properly. This led to us having to pay additional fees. I should not be sent to collections for this.

  Business Response

  Date: 12/13/2022

  December 13, ****************************************************************************** and Northeastern **
  Case Number: ********
  Complainant Name: ***********************************
  Policy or Claim Number: *************
  
  Dear BBB,
  
  I am writing in response to the Better Business Bureau Complaint filed by *********************************** concerning policy *************.
  
  On July 2, 2022, New Business policy ************* initialized through ******** Insurance Services, Inc.effective July 7, 2022 to January 7, 2023 with a premium of $879.88. A down payment of $195.99 was applied to bind coverage on a 2017 ********** Jetta.
  The remaining balance was set up for a Mail Bill Payment Plan with monthly installments of approximately $151.78 including the $15.00 monthly installment fee, due on the 7th of each month. A confirmation of Future Payment Due Date Schedule was generated at initialization.
  MAPFRE has not been provided verbal or signed documentation authorizing automatic monthly Debit/Credit Card payments.
  
  On July 17, an invoice automatically generated and mailed through USPS to the address on file highlighting a minimum due of $151.78 due by August 7, 2022. MAPFREs billing system is designed to automatically generate a Notice of Cancellation for Non-Payment of Premium when a minimum due payment is not received by the due date. As our billing system was not showing a minimum payment applied to your policy, a Notice of Cancellation generated and mailed via Certificate of Mailing through USPS to the mailing address on file on August 8, highlighting a minimum due payment of $151.78 due by August 21, 2022, to keep the policy active.
  
  As no payment was received by August 21, the policy cancelled effective August 22, 2022, at 12:01am for Non-Payment of Premium.
  At that time, a Cancellation Notice was mailed to the address of file stating Your Policy Canceled on 08/22/2022 at 12:01 a.m.You may have an outstanding amount due to the company for coverage provided prior to the date coverage ended. Payment of the amount due will prevent us from referring this matter to collections. Total amount due $93.14 is due upon receipt.
  
  On August 30, *********************************** contacted MAPFREs Customer Service Department and spoke with a Contact Center Representative regarding the Cancellation amount and requested Reinstatement. The Representative advised the policy can be reinstated with a payment of $176.78. At that time, a payment of $176.78 was processed to reinstate the policy effective August 31, generating a Reinstatement Notice to the mailing address on file.
  
  On September 14, an invoice automatically generated and mailed through USPS to the address on file highlighting a minimum due of $258.40 due by October 10, 2022. As our billing system was not showing a minimum payment applied to your policy, a Notice of Cancellation generated and mailed via Certificate of Mailing through USPS to the mailing address on file on October 10, highlighting a minimum due payment of $258.40 due by October 23,2022, to keep the policy active.
  
  As no payment was received by October 23, the policy cancelled effective October 24, 2022, at 12:01am for Non-Payment of Premium.
  At that time, a Cancellation Notice was mailed to the address of file stating Your Policy Canceled on 10/24/2022 at 12:01 a.m.You may have an outstanding amount due to the company for coverage provided prior to the date coverage ended. Payment of the amount due will prevent us from referring this matter to collections. Total amount due $207.30 is due upon receipt.
  
  The policy was sent to our internal Collections Department on November 10, 2022. On November 15, a MAPFRE Collections Letter was sent to the address on file stating We previously contacted you regarding your outstanding balance in Collections with MAPFRE Insurance, however as of 11/15/2022 your account still shows an outstanding balance of $207.30. If payment is not received within the next seven days, we may need to refer your policy to a third party collections agency. As no payment was received, the policy was referred to a third-party vendor, ***************** Services, for further external debt collection attempts.
  
  Currently,this policy remains in Collections with $207.30 due as no payment has been received by MAPFRE.
  
  I have attached supporting documentation, which includes the New Business Declaration, Down Payment Receipt, Mail Bill Due Date Schedule, Invoices, Notice of Cancellation, Final Cancellation, Reinstatement, Final Bill, and Internal Collections Letter.  I have also included an Account Billing History for a supported detailed timeline of all billing related transactions,payments received, and assessed fees.
  
  If you have any questions or need further information, please contact me at **********************************.
  
  Thank you,
  
  *******************************
  
  *******************************
  Operations Specialist
  MAPFRE Insurance 

• Initial Complaint

  Date:12/01/2022

  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.

  My car was stolen 8-16-22. It was recovered 9-1-22 too many damages to car. Insurance picked it up from tow 9-3-22. I fully cooperated. They have had all police reports and recorded statements accept a person of interest who is uncooperative. For 6 weeks they said they were trying to get a statement from that person. I told them that person is refusing to contact them. The adjuster won't email me or call me back after numerous attempts. I even tried contacting supervisor and no reply. There is no reason for not settling claim. They have my car and all necessary information. I want my claim settled and I want to know when.

  Business Response

  Date: 12/09/2022

  The ******** **** ********* ******* ***** ** *** ******** acknowledges our December 1, 2022, receipt of Ms. ****** letter dated December 1, 2022.   We trust that the following addresses all of the issues raised in the complaint you received from ***************
  
  The complainant alleges we have failed to communicate to ***************  The letter also demands settlement for her claim. 
  
  Pursuant to our review of the information and documents received to date, the investigation into this claim is ongoing and the claim remains open.  We have recently communicated with ************** and will maintain contact with her as new developments arise.
  
  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 **************************.
  
  Sincerely,
  
  ***************************, FCLA
  
  ***************************
  Supervisor,Special Investigations ************************************************************

• Initial Complaint

  Date:11/16/2022

  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 received a outstanding balance and notice of cancellation and called on 11/15/2022 at 4:05 pm PST and spoke with ******* (who transferred me over to ******* ********** ******** **** who not only refused to give/ spell her name, although I believe she may have said "******" or "******", but also hung up on me twice) who was very uniformed and unsure. I am requesting to speak with a Manager about the procedures regarding these notices as the notice states " If payment is not received within the next seven days, we may need to refer your policy to a third party collections agency."I am requesting to speak with a Manager via email if a call is unable to be done.

  Business Response

  Date: 11/22/2022

  November 22, ****************************************************************************** and Northeastern **
  Case Number: ********
  Complainant Name: **************************
  Policy or Claim Number: *************
  
  Dear BBB,
  
  I am writing in response to the Better Business Bureau Complaint filed by ************************** concerning policy *************.
  
  On June 19, the Renewal Declaration mailed to the address on file for the renewal term effective July 23, 2022 to January 23, 2023 with a premium of $1,043.88.
  
  On August 31, an invoice automatically generated and mailed through **** to the address on file highlighting a minimum due of $189.10 due by September 23, 2022.
  
  MAPFREs billing system is designed to automatically generate a Notice of Cancellation for Non-Payment of Premium when a minimum due payment is not received by the due date. As our billing system was not showing a minimum payment applied to your policy, a Notice of Cancellation generated and mailed via Certificate of Mailing through **** to the mailing address on file on September 25, highlighting a minimum due payment of $189.10 due by October 10, 2022, to keep the policy active.
  
  As no payment was received by October 10, the policy cancelled effective October 10, 2022, at 12:01am for Non-Payment of Premium.
  At that time, a Cancellation Notice was mailed to the address of file stating Your Policy Canceled on 10/10/2022 at 12:01 a.m. You may have an outstanding amount due to the company for coverage provided prior to the date coverage ended. Payment of the amount due will prevent us from referring this matter to collections. Total amount due $129.31 is due upon receipt.
  
  As no payment was received, the policy was sent to our internal ********************** on October 27, 2022.
  On November 1, a MAPFRE Collections Letter was sent to the address on file stating We previously contacted you regarding your outstanding balance in Collections with MAPFRE Insurance, however as of 11/01/2022 your account still shows an outstanding balance of $129.31. If payment is not received within the next seven days, we may need to refer your policy to a third party collections agency.
  As no payment or signed cancellation request was received, the policy was referred to a third-party vendor, ************************, for further external debt collection attempts.
  
  On November 15, ************************** contacted MAPFREs *************************** and spoke with a Representative regarding the cancellation effective date, and stated coverage was changed to a new Carrier effective 10/03/22. The Representative advised that signed documentation is required when cancelling the policy for duplicate coverage,and to contact their agent at Freeway Insurance Services for further information regarding policy coverage dates and cancellation verbiage.
  
  Currently, this policy remains in Collections with $129.31 due as no payment or signed cancellation request has been received by MAPFRE.
  
  I have attached supporting documentation, which includes the Renewal Declaration, Invoices, Notice of Cancellation, Final Bill, and Internal Collections Letter.  I have also included an Account Billing History for a supported detailed timeline of all billing related transactions,including issued invoices, payments received, and assessed fees.
  
  If you have any questions or need further information, please contact me at **********************************.
  
  Thank you,
  
  *******************************
  
  *******************************
  Operations Specialist
  MAPFRE Insurance 

• Initial Complaint

  Date:11/11/2022

  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 had a car accident in the 15th of October,I filed the claim as soon as I called the cops. a week later they sent me a adjuster to check the status of the car if it's drivable or not, it turned out to be total loss, they took the car in the same week when it was deemed as total loss. Since then nobody contacted me at all, I try to call them in the daily basis left with no answer like always I sent emails to my adjuster letting them know that I'm tying to reach out but no one is answering, I called customer service they said your claim is under investigation and somebody got to meet you face to face so you can explain what happened in the car accident. I haven't received any updates yet in the investigation. I have college classes and other important things to get done that i can't do because I cant rent a car because no one is answering. my name is *************** my claim number is **************. I have full coverage on the vehicle and I pay for high premium monthly.

  Business Response

  Date: 11/16/2022

  The Commerce West Insurance Company acknowledges our November 11, 2022 receipt of this correspondence.  We trust that the following addresses all of the issues raised in the complaint.
  
  The complainant alleges he filed an auto claim and is need of an update.
  
  We can report that since this complaint was filed, the complainant formally withdrew his claim and the matter was closed. We have obtained and attached a signed Statement of Claim Withdrawal from the complainant. 
  
  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 *****.
  
  Sincerely,
  
  ************************
  Senior Manager, Claims
  

• Initial Complaint

  Date:11/07/2022

  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 July 7th 2022 I had a phonecall with Mac free representer I was getting full coverage on my vehicle we did the paperwork over the phone I gave the representer my concurrent address which is ************************************ I also gave him my license identification number which has a different address and I clearly told him that my concurrent address was ********************* and he told me he was mailing my proof of insurance card to my address within 10 business days when I didn't receive my card and those 10 days I was told that it would be in the mail within the next 7 days when i called back and then was told that the representer mailed it to the address that my license have which is not my concurrent address and that is not the one that I gave him when we did the paperwork over the phone I was told by a supervisor that they would refund my money back to me because they don't even have insurance for ******* and how did the representer s**** up the addresses when we spoke on the phone and that I would be getting a refund back $376 dollars now I'm being told because it was a mistake they will not refund me my money I tried disputing it with my bank and they find the business not liable to settle this with me I have not been able to contact anyone who will assist me with getting a refund it's not fair that he took up on himself the representer after I told him where I lived and he put in on the application what he wanted to put on the application I am a senior citizen I live in low income housing with no other type of assistance I am in dire need of having this issue settled with mapfre

  Business Response

  Date: 11/16/2022

  November 16, ****************************************************************************** and Northeastern **
  Case Number: ********
  Complainant Name: *********************************
  Policy or Claim Number: *************
  
  Dear BBB,
  
  I am writing in response to the Better Business Bureau Complaint filed by ********************************* concerning policy *************.
  
  On July 7, New Business policy ************* was initialized through ******* ********* ******** effective July 7, 2022, to January 7, 2023, with a premium of $584.88. Upon initialization, a down payment of $128.40 was applied to MAPFRE as an Agency Sweep payment to bind the new policy. The policy was enrolled in EFT Billing, and the scheduled deduction of $103.30 processed on August 7, but was returned on August 16 due to Customer Advises not Authorized, with the insured getting a $103.30 credit back to the bank account on file.
  
  On August 16, MAPFRE received notification to cancel the policy back to the policy effective date of July 7, 2022,as ******* ********* ******** initialized the policy with the wrong address. As a result of the cancellation, on August 18, a refund for the down payment of $128.40 issued to the address on file: ********************************* ****************************************************************************.
  The refund check for $128.40 was received back to MAPFRE on September 22, as a result of Returned Mail with no forwarding addresses received from the ************* ***************
  
  Upon review of the complaint,I have re-issued the refund check of $128.40 on November 14, to the address listed on the complaint: ********************************* ***************************************************.
  
  I have also reached out to ******* ********* ******** and have confirmed the Agency has sent a refund of $221.00 (Broker Fee) back in August to ********************************* as an accommodation for the error.
  
  I have attached supporting documentation, which includes an Account Billing History for a supported detailed timeline of all MAPFRE billing related transactions, with dates and amounts of payments received.
  
  If you have any questions or need further information, please contact me at **********************************.
  
  Thank you,
  
  *******************************
  
  *******************************
  Operations Specialist
  MAPFRE Insurance 

• Initial Complaint

  Date:11/07/2022

  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.

  The policy was set up over the phone. The policy number is *************. The name on the policy is ****************************The effective date was May 10, 2022. The expiration date was November 10, 2022.The monthly payment was $680.20 for three cars with full coverage.The payments were due on the 10th of each month. I paid the bill faithfully on the 10th by phone.I was charged $300 as a fee to change my policy, but my policy was cancelled with no notice or warning. I was advised that I have a $263.27 balance due that has been sent to collections without receiving any advanced notice or payment request.

  Business Response

  Date: 11/11/2022

  November 11, ****************************************************************************** and Northeastern **
  Case Number: ********
  Complainant Name: ***************************
  Policy or Claim Number: *************
  
  Dear BBB,
  
  I am writing in response to the Complaint filed by *************************** concerning policy *************.
  
  On May 10, New Business policy ************* was initialized through ******** ********* ******** effective May 10, 2022 to November 10, 2022 with a premium of $2,781.76. Upon initialization, a down payment of $506.00 was applied to the balance.
  Monthly invoices automatically generated and mailed through **** to the address on file, highlighting the next minimum amount due, with each invoice paid by the 9th of June and July, and the last payment of $618.80 applied on August 09, 2022.  
  On August 18, the next invoice issued highlighting a minimum balance due of $618.80 by September 10,2022.
  
  MAPFREs billing system is designed to automatically generate a Statutory Notice of Cancellation when a minimum due payment is not received by the due date. As no payment was received,on September 12, a Notice of Cancellation generated and mailed via Certificate of Mailing through USPS to the mailing address on file highlighting $618.80 due by September 26, to keep the policy active.
  
  On September 17, a credit endorsement of $362.74 applied to the policy effective September 10, reducing the balance due.
  However, as no physical payment was received on the Notice of Cancellation, the policy cancelled for Non-Payment of Premium effective September 26, 2022. At that time, a Cancellation Declaration mailed to the address on file, along with a Final Bill highlighting $263.27 due upon receipt, for earned premium for coverage from May 10, to September 26, 2022.
  
  On October 11, Agents ***** and ***** from ******** ********* ******** contacted MAPFREs *************************** and spoke with a ************** Representatives regarding reinstatement of the policy. The Representative advised the policy could be reinstated with a Signed No Loss and a payment of $909.83 (remaining policy term balance) by end of business day, as there would be no remaining time left to bill policy balance before November renewal.
  
  On October 12, as no payment was received to reinstate, the policy was sent to our internal ********************** for $263.27 for premium due while the policy was active.
  
  This policy remains cancelled for Non-Payment of Premium effective September 26, 2022 with $263.27 due in Collections.
  
  I have attached supporting documentation, which include the New Business Declaration, Invoices, Non-Payment Statutory Notice of Cancellation, Cancellation Declaration, Final Bill, and Collections Letter. I have also included an Account Billing History for a supported detailed timeline of all billing related transactions, with dates and amounts of payments received.
  
  If you have any questions or need further information, please contact me at **********************************.
  
  Thank you,
  
  *******************************
  
  *******************************
  Operations Specialist
  MAPFRE Insurance 

  Customer Answer

  Date: 11/20/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/14/2022

  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.

  I was hit by another driver last month, and immediately filed a claim with Mapfre insurance that same day. I went through the process of filing it, and was told *************************** would handle my claim. It has been nearly 4 weeks and they still have not reached out to me about handling the damage to my car. I have left voicemail messages because she will not answer my calls, nor has she attempted to call me back. My insurance has been paid in full, so I'm not sure why I'm being ignored when I have an issue that they are responsible for settling for me.I'm afraid this company is fraudulent and would like to file a complaint against them for services not rendered.

  Business Response

  Date: 10/25/2022

  The MAPFRE Insurance Company acknowledges our October 14, 2022 receipt of your letter.We trust that the following addresses all of the issues raised in the complaint you received from **************************************
  
  The complaint alleges that MAPFRE Insurance has been unresponsive to Ms. ********* attempts to repair her vehicle following a collision with another party. We can confirm that we have attempted to communicate with her by phone, email, and mailed correspondence.
  
  Pursuant to our review of the information and documents received to date, we can confirm that Ms. ********* personal auto policy does not include Collision coverage.She was sent a letter with an explanation on September 21, 2022.
  
  Our supplemental investigation revealed the other party involved may be uninsured.Ms. Whitakers policy does include Uninured Motorist Physical Damage coverage with a limit of $3,500. We therefore assigned an appraiser to inspect her vehicle. We currently await the appraisal of damages. Upon receipt of the appraisal and further investigation to confirm if they other party had insurance coverage at the time of the loss, we will move forward to conclude this claim.
  
  The MAPFRE 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.

• Initial Complaint

  Date:10/03/2022

  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.

  This is the email I just sent to them. It has all the details. This is something they do every year.Dear MAPFRE Insurance,I got an email that said my bill was overdue dated 9/28. I looked at my mail and a few days ago I received a paper notification (received on the 20th and due on the 27th). It seems like an unreasonable timeline to send a bill and expect payment within a few days. Only MAPFRE seems to do this. The premium was originally (on a document dated 9/27) listed as $528. Then, the bill says $596. Now, online it says $660.I feel like this happens every year and that your billing policies are deceptive and designed so that people are overcharged. I would like --as I always have in the past-- to pay my bill in full and I do not want to pay your inflated prices. Please advise. I would like to pay online, but I am happy to send a check. For future bills, please send at least a month prior and preferably change the billing cycle so there is a due date on the first of October instead of the end of September. I'm sending an email because, in the past, your customer service representatives are unpleasant to speak with. Thank you,

  Business Response

  Date: 10/06/2022

  October 6, ****************************************************************************** and Northeastern **
  Case Number: 18157845
  Complainant Name: ***************************
  Policy or Claim Number: **********
  
  Dear BBB,
  
  I am writing in response to the Complaint filed by *************************** concerning policy **********.
  
  The current policy term is effective September 27, 2022 to September 27, 2023 with a renewal premium of $660.00
  The 2022/2023 renewal documents generated and mailed through **** on August 28, to the address on file.
  
  On September 7, the first invoice highlighting a minimum due of $59.60 or Pay in Full $596.00 due by September 27, 2022 automatically generated and mailed through **** to the address on file.
  
  MAPFRE USA offers a discount if the policy is paid in full by the due date of the first invoice. As the insureds last term was paid in full, the premium of $596.00 indicated on the 2022/2023 Renewal documents, as well as the first issued invoice - included the Pay in Full Amount of $596.00. The verbiage on the first invoice states: Important: Please pay the Pay in Full Amount by the invoice due date to receive the MAPFRE Paid in Full Discount. The Pay in Full Amount includes the Pay in Full Discount. Your policy balance includes any applicable fees.
  
  MAPFREs enhanced billing system was designed to automatically generate an electronic notification via email when a minimum due payment is not received by the due date as a courtesy reminder before any Late or Pending Cancellation fees are assessed. Therefore,on September 28, an electronic **************** reminder was sent to *********************** stating We have not yet received your payment of $59.60, due on 09/27/2022. Please pay your bill today.You may make a one-time credit card, debit card or eCheck payment through your MAPFRE online account. You may also securely store account information in your MAPFRE Insurance account to help you make future payments quickly and easily.
  
  On October 3, the Paid in Full Discount was removed as a result of no payment received by the invoice due date, increasing the renewal premium by $64.00 to $660.00.
  
  At this time, no payment has been received by MAPFRE on the renewal term.
  
  I have attached supporting documentation,which includes the 2022/2023 Renewal Declaration, Invoice issued September 7,  Highlighted Pay in Full verbiage on the Renewal and first issued invoice, and the Endorsement Declaration for Removing the Pay in Full Discount.
  
  If you have any questions or need further information, please contact me at **********************************
  
  Thank you,
  
  *******************************
  
  *******************************
  Operations Specialist
  11 *************., *******, **  *****

• Initial Complaint

  Date:08/31/2022

  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.

  I purchased renters insurance in late 2020. In January I decided to cancel due to siginificant increase in cost Around January 22nd, 2022 i called to cancel after making a payment of 66.00 which i calculated as payment due. I explained to person i spoke with was not sure if this was correct amount. The woman explained if there was a refund or balance due i would be contacted via mail. I did not receive any written or email correspondence seeking payment nor mentioning a refund. I simply forgot about it.I did receieve email reminders for payment but just disregarded it due to a system generated email. I then received a notice of cancellation in June seeking approximately 90.00 and threats to send to collections. Within days of that notice i havr received constant harrasimg phone calls from ********** ****** ********. I contacted mapfre today via email to complain and they responded by paying no attention to the details in my email. Telling me to contact my agent Triple A for a refund. I contacted MAPFRE directly to purchase the insurance and was not seeking a refund. Their was no agent involved I was asking them to stop their constant harrasment and end sending their loan sharks after me. I cancelled the policy! Dirty business by a company the state of Massachusetts should take a hard look at how they treat their tax paying citizens.

  Customer Answer

  Date: 08/31/2022

  Yes i am seeking MAPFRE to stop collection activities for the 90.00 as it is unjustified.  If it was a few dollars to cover through the date i cancelled which was 1/22/2022 that is fine.  I had made a payments that should have covered most if not all of the period prior to my cancellation.  

  Thank you

  Business Response

  Date: 09/03/2022

  September 2, ****************************************************************************** and Northeastern **
  Case Number: ******
  Complainant Name: *********************
  Policy or Claim Number: **********
  
  Dear BBB,
  
  I am writing in response to the Complaint filed by ********************* concerning policy **********.
  
  The renewal policy term was effective from November 25, 2021 to November 25, 2022 with a premium of $194.00. The 2021/2022 renewal documents generated and mailed through USPS on October 16, to the address on file.
  
  On November 5, the first invoice highlighting a minimum due of $28.40 or Pay in Full $203.00 due by November 25,automatically generated and mailed through USPS to the address on file. A second invoice issued on December 5 for $51.86, and a third invoice issued on January 5, advising a balances due of $75.32 including the additional monthly installment fees. On January 20, a payment of $75.00 applied to the policy, satisfying the minimum due. At that time, MAPRE did not receive a signed request to cancel the policy or notification regarding a Change of Carrier. As the policy remained active, invoices continued to generate on February 5, March 5, and April 5 to the mailing address on file, advising a balances due including the additional monthly installment fees.

  Our billing system is designed to automatically generate a Statutory Notice of Cancellation when a minimum due payment is not received by the due date. On May 5, a Statutory Notice of Cancellation generated and mailed via Certificate of Mailing through USPS to the mailing address on file highlighting $119.16 was due by May 28, 2022 to keep the policy active. As no payment was received, the policy cancelled for Non-Payment of Premium effective May 28, 2022. At that time, a Cancellation Declaration was mailed to the address on file, along with a Final Bill highlighting $92.00 due upon receipt for earned premium for property coverage from November 25, 2021 to May 28, 2022.
  

  On June 27, a MAPFRE Collections Letter was sent to the address on file stating This is to inform you that your account has an outstanding balance due to MAPFRE Insurance and your account has now been placed in Collections. If you obtained insurance elsewhere prior to the cancellation effective date listed above,proof of coverage must be provided to MAPFRE Insurance in order to adjust your cancellation accordingly. Please be advised that failure to make payment may result in your policy being referred to a collections agency. On July 7, as no payment or signed cancellation request was received, the policy was referred to MAPFREs third-party vendor, ***************** Services, for further external debt collection attempts.

  On August 30, the insured e-mailed MAPFREs Customer Service Department and communicated with a Premium Accounting Representative regarding verbal cancellation in January. The representative advised that MAPFRE did not have a signed cancellation request on file, and to contact their AAA Agent, as MAPFRE cannot take a verbal cancellation request, and requires cancellation through an agent. Once the policy is canceled for the correct reason, the system will determine if any refund is due. As of September 2, a signed request has not been received and the outstanding balance of $92.00 remains due.
  

  I have attached supporting documentation,which includes the 2021/2022 Renewal Declaration, Invoices, Non-Payment Statutory Notice of Cancellation, Cancellation Declaration, Final Bill, and Collections Letter. I have also included an Account Billing History for a supported detailed timeline of all billing related transactions, with dates and amounts of payments received.
  

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

  Thank you,
  
  *******************************
  
  *******************************
  Operations Specialist
  MAPFRE Insurance

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 17802124
  
  I am rejecting this response because:

  First of all i am not requesting a refund and never stated i was.  By simply providing a timeline is not an actual response.  

  On 9/8/2022 I received a phone message from ***** at MAPFRE to resolve the matter.  She left the main # for me to return her call.  I could not make out her last name.  I returned the call at 10:47 on 9/92022 and spoke to ****** at the main switchboard.  Gave him the info i had and he said there is no ***** that works there and huffed and moaned each time i told him why i was calling.  When i told him that i was returning *****'s call and had no additional info.  His reponse was "well goodbye" and hung up on me.

  I called back and was connected to I beleive *****.  She made more of an attempt to help and tried connecting me to *****, but told me it appeared ***** was on a call.  She offered to take my number and have ***** call me back.  That was at 12:29 on 9/9/2022.  As of this writing i have not received a return a call from ***** or anyone else at MAPFRE or commerce.

  But have received 4 additional harrasment calls from Triple A's hired collectors.  And it should be noted in their response they did not offer to end their relentless harrasment and clearly have not and do not intend to. 

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

  Business Response

  Date: 09/15/2022

  September 15, ****************************************************************************** and Northeastern **
  Case Number: 17802124
  Complainant Name: *********************
  Policy or Claim Number: **********
  
  Dear BBB,
  
  I am writing in response to the Supplemental Complaint filed by ********************* concerning policy **********.
  
  As previously stated, the last contact MAPFRE had with ********************* was on August 30, 2022. The insured e-mailed MAPFREs Customer Service Department and communicated with a Premium Accounting Representative regarding verbal cancellation in January. The representative advised that MAPFRE did not have a signed cancellation request on file, and to contact their AAA Agent, as MAPFRE cannot take a verbal cancellation request, and requires cancellation through an agent.
  

  The Premium Accounting Representative also sent a copy of the insureds correspondence to *************************************** requesting a follow up with ********************* regarding the policy cancellation date.The supplemental complaint may be in reference to an Agent at AAA Insurance attempting to resolve the cancellation, as requested by MAPFRE.
  

  Due to the confusion on the policy, I have waived the installment and cancellation fees totaling $61.00 reducing the balance due to $31.00. I have also contacted ***************** Services and have advised them to no longer pursue the balance.  
  If a signed cancellation request is received by MAPFRE from AAA Insurance to cancel the policy effective in January,the current cancellation of May 25, 2022 will be revised, and the system will determine if any refund is due.
  

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

  Thank you,
  
  *******************************
  
  *******************************
  Operations Specialist
  MAPFRE Insurance

  Customer Answer

  Date: 09/21/2022

   
  Complaint: 17802124
  
  I am rejecting this response because:

   

  I am not necessarily rejecting it but how do i get access to this form?  As i explained i made multiple attempts to return a call and was told on one attempt I would get a call back.  That never happened.  So i do just write a letter cancelling the policy?  Or if there is a form that must be signed please send it to me
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/27/2022

  September 27, ****************************************************************************** and Northeastern **
  Case Number: 17802124
  Complainant Name: *********************
  Policy or Claim Number: **********
  
  Dear BBB,
  
  I am writing in response to the Supplemental Complaint filed by ********************* concerning policy **********.
  
  I have sent copies of the original and supplemental complaints with MAPFREs responses directly to a Customer Service Manager at AAA Northeast ********************************************* for their review. I have confirmed with the Manager that once the Lost Policy Release Form is provided by AAA, and signed by *********************, the policy can be backdated to January 2022.

  AAA Insurance will reach out to ********************* directly to ensure this complaint is resolved immediately.
  

  AAA Northeast Insurance Agency Customer Service can also be reached at *************************************** or **************.
  

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

   

  Thank you,
  
  *******************************
  
  *******************************
  Operations Specialist
  MAPFRE Insurance

  Customer Answer

  Date: 09/28/2022

   
  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. They sent me document to sign today it was signed and returned.  They confirmed receipt.
  
  Sincerely,
  
  *********************