Complaints
This profile includes complaints for MAPFRE Insurance's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 103 total complaints in the last 3 years.
- 29 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/29/2022
Type:Customer Service IssuesStatus: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 recently got into a car accident with someone that they insure on June 17th 2022 I have been calling and trying to keep in contact with them nobody is returning my calls I ask to speak to a manager nobody helps they hang up in my face I left multiple messages and nothing my car is not driveable I am missing out on work and they just dont seem to care its been 2 months since its happened and they dont call me back no emails or anythingBusiness Response
Date: 09/06/2022
September 6, 2022
Better Business Bureau
400 ************, suite 206
*********,** 01605
Named Insured: Angelic *************************
Complainant Name: Shaianne Clark
Date of Loss: 6/17/2022
Claim Number: 64010422004383
Policy Number: 6401040173142
BBB File Number: 17754371
NAIC Number: 13161
Dear Better Business Bureau:
The Commerce West Insurance Company acknowledges our August 29, 2022 receipt of your letter dated August 28, 2022. We trust that the following addresses all of the issues raised in the complaint you received from Shaianne Clark.
The complaint alleges a lack of communication in regard to the claim.
Commerce West Insurance Company insures the driver and vehicle, which were involved in an accident with the complainant on June 17, 2022.
Pursuant to our review of the information and documents received to date, we have confirmed the claim was investigated and a settlement offer has been made to the complainant.
The damage to the complainants vehicle exceeds the policy limit of liability. A Property Damage Release form, which represented a $10,000.00 settlement offer based on the applicable policy limit, was sent to the complainant on September 3, 2022. Upon receipt of the signed Release form, payment will be issued to the complainant and the claim will be concluded.
The Commerce West Insurance Company remains open to reviewing any additional pertinent information on this matter and asks that you or Shaianne Clark forward any such information for our review.
Please contact the undersigned with any questions at *******************************.
Sincerely,
************************
Senior Manager, ClaimsInitial Complaint
Date:08/10/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have full coverage insurance with this company and then got into an accident that was my fault 3 weeks ago they told me that I would have to pay all of the toe and storage fees while they had it waiting at a tow yard and had to hire a new appraisal company to come look and appraise it so while I'm out of pocket $3,000 after being told I was going to be reimbursed immediately now they say after I paid the fees that my claims under investigation for eligibility issues because of the address that was used at the time when I gained the policy these people never answer my phone call when I do get a hold of them I have to call another number and they give me the runaround and they're so rude I feel like I've been cheated I've been robbed and these people have been nothing but rude and just secretive and taking advantage of my naivety I'm a 27 year old single mom and these people are just so ****** and ruthless it makes me sad for the future of my sonBusiness Response
Date: 08/17/2022
August 17, 2022
Better Business Bureau
Attn:************************************************************************************* 01605
Named Insured: *********************************
Complainant Name: ***************************
Date of Loss: 7/16/2022
Claim Number: 64010422005367
Policy Number: 6401040180264
BBB File Number: 17690448
NAIC Number:
Dear **************:
The Commerce West Insurance Company acknowledges its August 10, 2022 receipt of your letter prepared on the same date. We trust that the following addresses all of the issues raised in the complaint you received from ****************************
The complaint alleges service issues pertaining to a claim made against a ********** personal auto policy. The alleged issues were the result of the claims representatives conducting a thorough investigation into the details concerning coverage and the accident itself.
The coverage investigation revealed that the named insured, *********************************,indicated that the ***** Accord listed on his policy application was primarily garaged at his policy address in *******, **. Based in part upon that representation, Commerce West accepted the policy application. Additionally, ***************** is not a named insured but a listed driver on the policy. The investigation indicated that ****************** did not reside with ********************** and that the ***** Accord was garaged at her address in ****************, **.Inaccurate information was provided on the policy application, which was completed and signed by the named insured and verified by the producer.
Had accurate information been disclosed regarding household members and vehicle garaging during the application process, Commerce West Insurance Company underwriting guidelines would have resulted in a rejection of this risk and the policy application would have been denied.
Pursuant to our review of the information and documents received to date, coverage was denied pursuant to the provisions of the application for insurance and the personal auto policy. A detailed letter explaining the coverage denial, which included the applicable policy and policy application language, was sent to the named insured and ****************** on August 11, 2022. Finally, Commerce West issued a payment of $800 for a tow and/or storage bill while the coverage investigation was pending.
The Commerce West Insurance Company remains open to reviewing any additional pertinent information on this matter and asks that you or *************************** forward any such information for our review.Customer Answer
Date: 08/19/2022
Complaint: 17690448
I am rejecting this response because: The insured party, ********************************* clearly stated he never claimed the ***** accord to have been garaged at the location in *******, nor did i ever say that i only keep my car garaged at the location in applewood. For the better part of the claim my car sat in a tow yard "First Choice Towing" awaiting to be seen by an appraised for two weeks accumulating ****$ in fees. *************************** my adjuster stated they had to hire new company to do the appraisal which was the reason for the delay. Upon the two week **** another representative named ******* told me i needed to get my car out that day (AUG 5) so i can send the receipts to be reimbursed, as that day was the last day of coverage he said. i came out of pocket **** and ask mutliple times if i was going to be reimbursed as i cannot afford to spend **** in fees after the 800 i came out of pocket. i was told by a lady ****** that she would cover that storage tow fee and send it to a body shop if i chose one in their network, they also said if i want to fix the damage myself they would only give me 70 percent of the settlement after the took out the **** deductible and i would be responsible for the 30 remaining perecent. Upon turning my reciepts for ******** tow bill another rep told me now my claim is under investigation and they would contact me if any changes. they never answer my phone calls and never reached out to me to inform me my claim was denied.
Sincerely,
***************************Business Response
Date: 08/22/2022
August 22, 2022
Better Business Bureau
Attn:*****************************
400 ************
*********,** 01605
Named Insured: *********************************
Complainant Name: ***************************
Date of Loss: 7/16/2022
Claim Number: 64010422005367
Policy Number: 6401040180264
BBB File Number: 17690448
NAIC Number:
Dear ******************:
The Commerce West Insurance Company acknowledges its August 22, 2022 receipt of your letter dated August 19, 2022. We trust that the following addresses all of the issues raised in the complaint you received from ****************************
This is a supplemental complaint, which we previously responded to on August 17,2022.
The supplemental complaint indicates the complainant rejects our response. As previously detailed, a claim was made against the above referenced personal auto policy. A coverage investigation ensued and the claim concluded with coverage being denied for the loss. A letter that included the basis for the coverage denial and applicable policy language was provided to the insured party.
Commerce West Insurance did cover the expense of towing the insured vehicle and the initial storage charges. A payment of $800.00 was sent to the complainant to reimburse her for the out of pocket expenses. As we have already explained to the complainant, we are not responsible for additional charges nor is there coverage for the loss.
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.Customer Answer
Date: 08/25/2022
Complaint: 17690448
I am rejecting this response because: If Mapfre insurance investigated and denied my claim, why would they assume financial responsibility to repay me for my tow and storage fees? THe "manager ******************** stated to my husband and i that if we chose a body shop in network that they would pay the second tow bill ($2200) directly to their in network shop. Only after i explained that i was not using a body shop in their network and that i was going to fix the damage myself, did the second tow fees become a problem and became "my responsibility". also they will only cover 70% of damage after **** deductible is taken from the **** check giving me 178$. once they found out was doing it myself they launched an investigating, during that time my car acquired tow fees($2200) waiting there for their appraiser to assess the undriveable car. i beleieve they wanted to not pay the rest of the claim because they messed ** in hiring the apprasial company, ****** said it was canceled because they were unabe to locate it which was a lie, as stated they had multiple addresses the search from. after that a man ******* called me on Aug 6 saying i neded to get my car out of the tow yard so that they can reimburse me. i obliged. my accident occured on july 16, by august 6 my car has acuired over 3000$ in tow fees just waitng for the appraisal to be done. once that was all completed and they seen how much out of pocket costs i had and how they continued to fumble they made sure to do all they could in fining a loophole to not pay out the claim. the $800 check was sent Aug 10. by this time it is clear Mapfre has taken financial responsibility. only when i recieved my response through the BBB did i learn they denied the claim. Also, i was unaware "full coverage" was only 70% if i dont put money in the pockets of the shops they get kickbacks from. is that legal? i am vey disappointed with this Mapfree Insurance Company and i wont stop until i feel confident they cannot scam, mislead, or take advantage of a inexperienced or young person who is not savy on insurance lingo. i will make it my mission to become savy on reporting and stopping abusive companies like mapfre insurance
Sincerely,
***************************Initial Complaint
Date:08/02/2022
Type:Service or Repair IssuesStatus: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 sustained damage to my property on May 1, 2022 due to an accident caused by a customer of **********************/**********************. I sent a letter to Commerce Insurance on May 25, 2022 but never received any reply. I then submitted a claim to Mapfre online on June 22, 2022. I sent an E-Mail on July 5th and received only an automated reply on July 6th asking me to allow 24 hours for processing. On July 19, 2022 I received an E-Mail from ******************* who has been assigned the claim. Since then I have received numerous E-Mails asking for their client's name, the claim number and facts of the accident. I sent another E-Mail on July 24th re-capping again this information. *************** apparently went on vacation and has not answered yet. I obtained an estimate of $285.00 to repair the siding that was damaged when my phone line was ripped from my house by their client. Due to cost increases that amount if probably already outdated.This is a tiny claim. Is there anything you can do to get them to pay me so I can attend to other issues that need my attention?Business Response
Date: 08/08/2022
Please see attached responseCustomer Answer
Date: 08/09/2022
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.
Sincerely,
*************************Initial Complaint
Date:07/22/2022
Type:Service or Repair IssuesStatus: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.
A driver that is insured by this company hit my parked car on February 8th 2022 at around 12:30pm and left the scene of the accident. He caused over 10k in damage to my brand new car. After passerby's were able to track him down the police went and got his insurance information and also had to take away his drivers license because he had damage to his vehicle that was obvious he had been in a few accidents before.This is where my issue with this insurance company began. They did not reach out to me once and it is now July 22,2022 and I have yet to be reimbursed for the out of pocket expenses I had to pay for a rental car because of THEIR DRIVER.I keep getting a run around on this and was told that the driver had a 10k limit so basically I won't get all the money I spent on the rental. This is beyond ridiculous and unacceptable. I just want to be reimbursed my $1,778.40 for this major inconvenience, and have them send the payment for my repairs so I can move on from this 5 month hassle. If there is no resolution I will be pursing legal action.Business Response
Date: 07/27/2022
The Commerce West Insurance Company acknowledges our receipt of your letter dated July 22, 2022. We trust that the following addresses all of the issues raised in the complaint you received from *****************************.
The complaint alleges Commerce West has not indemnified the complainant,specifically for her rental expense.
Pursuant to our review of the information and documents received to date, we can confirm Commerce West has indeed accepted liability for the loss and has made the complainant aware of a policy limits issue. Our policyholder collided with multiple vehicles and the combined damages have exceeded the policy limit of liability.Therefore, losses are being settled via the pro-rated amounts. This has been explained to the claimants and their respective insurance carriers.
Commerce West has accounted for the damage to the complainants vehicle, as well as expenses related to a rental vehicle. With all loss exposures confirmed, we have sent pro-rated settlement offers to all parties. Upon receipt of the executed Release forms, payment will be issue.
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.Customer Answer
Date: 08/25/2022
Complaint: 17610277
I am rejecting this response because:Hello,
Can we reopen this complaint? I mailed in the paperwork and they received it August 2nd, Ive called and left 3 messages and no response from Mapfre on my reimbursement.
They received the release form on August 2nd (tracking: ********************) and my insurance indicated to me they already sent their portion and are not getting a response from Mapfre as well. *** called countless times and left voicemails and no response at all. No settlement offer has been sent and no indication of when they plan to be sending it out either.
Sincerely,
*****************************Business Response
Date: 08/29/2022
This will serve as our response to the supplemental complaint filed. The supplemental complaint indicated the complainant submitted the signed Release on August 2, 2022 and no settlement offer had been made.
As previously explained to the complainant, and as noted on the Release form itself, signed Releases from ALL claimants are required before issuing payments. The complainant is 1 of 3 claimants for this incident. There was in fact a settlement offer made to the complainant, which is documented via the paperwork provided to her, including the stated amount on the Release form that she acknowledged signing.
We do acknowledge receipt of the above referenced Release from the complainant. (It was scanned into the file and received by the Claim Representative on August 3, 2022.) However, we did not receive a signed Release from the remaining claimants until August 22, 2022.
Payment was issued to the complainant on August 25, 2022.
Customer Answer
Date: 08/30/2022
Complaint: 17610277
I am rejecting this response because the check I was sent and deposited just a few days ago seems like it has an issue and has been placed on hold. Once check is cleared then I will accept the claim as resolved. Also who was the other party that didnt sign in time? Farmers?
Sincerely,
*****************************Customer Answer
Date: 09/02/2022
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.Thank you for following up. I just checked and it finally cleared. This has been quite an experience with Mapfre. We can go ahead and closet this case.
Thank you for all your help, I know if I didnt file a BBB complaint this would have taken much much longer to resolve.
Sincerely,
*****************************Initial Complaint
Date:07/20/2022
Type:Service or Repair IssuesStatus: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 was hit by another driver and filed a claim against her insurance, Mapfre, for my car which was totalled, I was not injured. Even though they finally said it was her fault a month ago, they are taking there time to pay me, I have had no car for 56 days. I continue to get the run around, today included. I can't afford a lawyer but they are taking advantage of me.Business Response
Date: 07/20/2022
I am sorry to read about your negative experience with your claim incident. Can you please email me at ************************************** with your name, policy/claim number, and contact information I will be happy to look further into this for you.
Sincerely,
*****************Customer Answer
Date: 07/21/2022
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.
Sincerely,
*******************
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