Complaints
This profile includes complaints for Amica Mutual Insurance Company's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 140 total complaints in the last 3 years.
- 51 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:06/27/2025
Type: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.
After I submitted the Claim, an adjuster sent me a message that told me she has difficulty reading the English language.The claim I sent was regarding a double hung window that I found broken at my home. I write frequently, English was my college major. I do know that many Americans have difficulty reading English, schools are not all equal. I also know that the cost of a replacement window is probably less than my ************* issue is that the adjuster never advised me on my next step, her last message to me was, understood, nothing else. No names of contractors, or advice telling me to find a contractor on my own that meets Amicas standards.
Business Response
Date: 07/01/2025
Thank you for your feedback on your recent claim. We have reviewed
the claim file and the file handler will continue to communicate with you
through written communication as requested. Should you have any estimates that
exceed the current Amica estimate, please forward to the file handler to review
further. Thanks.Customer Answer
Date: 07/01/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #23528786. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
Salman Al-farisiInitial Complaint
Date:06/12/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been an AMICA auto insurance policyholder for the past six years. AMICA explicitly markets its auto glass coverage as separate from collision and comprehensive coverage, which is why we opted to purchase it.On December 4, 2024, a rock struck the windshield of our 2021 ******. Before filing a claim, we contacted AMICA and were clearly told that any windshield replacement costing under $1,000 would neither be held against us nor reported as a claim.Despite this, AMICA not only reported the claim to LexisNexis, but also misclassified it as a comprehensive claim. This misreporting directly caused our AMICA premium to rise significantlyeven though there were no other changes in our risk profile or driving record. Moreover, two competing insurers confirmed that this misclassification raised our quoted rates by $100 to $400 per year.I initiated a dispute with LexisNexis and contacted AMICA to request a correction. AMICA refused, despite the clear and separate treatment of auto glass coverage in their own materials and the assurance that minor glass claims would not be reported or penalized.This misreporting is both deceptive and anticompetitive. It penalizes customers for using a product as advertised and inflates the cost of staying with AMICA or switching providers. I am formally requesting that AMICA correct the LexisNexis report to accurately reflect that there was no comprehensive claim filed.Business Response
Date: 06/16/2025
We are writing in
reference to the complaint you filed with the Better Business Bureau..
Thank you for speaking
with us on June 12, 2025. As discussed, your glass claim from 2024 had no
impact on your premium. While insurance companies report and access claims
through national databases, we cannot comment on how other carriers may or may
not use this in the determination of their rates. We would be happy to
issue a Letter of Experience confirming the loss was specifically a glass claim
if that would assist with your new carrier.
Please feel free to
contact us at any time if you have any questions.Customer Answer
Date: 06/30/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Please do not close this complaint. This is the first time I have seen the reply from AMICA, and their answer is demonstrably false. The resolution I seek -- correcting their misreporting on ******Nexis -- is justifie and clear. My current insurance company told me that Amica should make the correction.
Business Response
Date: 07/01/2025
We are replying to your follow up request with the Better Business Bureau. We reviewed our records again, and confirmed the glass claim was reported appropriately. If you would like to discuss this matter further, please feel free to contact us directly. Thank you.Customer Answer
Date: 07/01/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.
Two of AMICA's peer insurance companies informed me that it is both reasonable and accurate to request that a window glass claim not be reported to ******Nexis as a comprehensive claim. I expect AMICA to correct the report.
To be clear, I called and spoke with AMICA before filing the claim and was informed there was no case in which a window glass claim would be held against me. American Mutual Insurance Company must keep it word. If AMICA will not correct the ******Nexis record, this will mark the beginning of a public campaign against *** ********** and AMICA -- and possibly serve as grounds for a class-action lawsuit for AMICA's deceptive practice.
Regards,
*******
Initial Complaint
Date:06/11/2025
Type: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.
So much for Amica, empathy is our best policy.On or about May 22, 2025, I called Amica Insurance and spoke with ******* A. *****, I believe he is a customer service representative, my current homeowner insurance policy was over insured, I explain to Mr. ***** that the Dwelling Liability for my home was over insured and asked that it be reviewed and to provide me with two quotes. Mr. ***** responded immediately and provided me with two new Home Insurance Quotation, I told Mr. ***** that I would review the new quotations and get back to him.I spoke with a Mr. **** *******, I told Mr. ****** that I wanted to go with the first insurance quote, Mr. ******* told me that he would send my request to your underwriters for approval. After several days passed Mr. ******* called and Htold me that I would need to download Amicas Hover inspection app before they would approve I was extremely dissatisfied with this process and asked to speak with a manager or supervisor.After several days and not receiving any further communications from Amica, After quiet sometime, I called again today and asked to speak with a supervisor and charged, I was told ******* who was a supervisor would get back to me, I have not received a phone called from ******* or any other manager As of today June 11, 2025 some two weeks later, I have not heard from a manager or supervisor from Amica, regarding my policy. I have been a Amica customer for well over fourteen years now, and this is unacceptable, I dont understand what the problem is.Please provide me with some answers to what is going on with my homeowner insurance policy.Business Response
Date: 06/16/2025
We are writing in response to the complaint you submitted to the Better Business Bureau.
Thank you for your patience as we carefully evaluate the most appropriate coverage amount for your home. As our supervisor recently communicated, a current inspection of your home helps to ensure the most accurate replacement cost. As you have opted not to conduct an inspection, we ask that you carefully review the document being sent to you and let us know if any updates regarding your homes specifications are needed. Once confirmed, we can revisit your coverage limit options and policy loss provisions.
We value your long-standing relationship with Amica and remain committed to working with you to ensure your coverage aligns with your needs.Customer Answer
Date: 06/16/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Initial Complaint
Date:05/29/2025
Type: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.
- Please see explanation under the dispute resolution section below. Basically, Amica is disputing the veracity of my damage report on the basis of an investigator's OPINION and speculation as to causation of the damage. They now want me to submit to an examination under oath. As a result, I feel that I am guilty until I can prove myself otherwise. This is not the way to treat a longtime customer.Business Response
Date: 06/02/2025
Our investigation into this claim remains ongoing within our ******************************************** due to discrepancies between the damages to the vehicle and the details of the loss as reported to Amica. As part of our investigation, we have requested the insured submit to an Examination Under Oath in accordance with the provisions of the Massachusetts Automobile Insurance Policy. The purpose of the Examination Under Oath is to gather additional information regarding the circumstances and facts surrounding the reported loss in order to complete a comprehensive investigation.Initial Complaint
Date:05/28/2025
Type: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.
Payments were made for both policies Apr 14 and Apr 15. The company has my money but cant figure out how to apply the payments to both policies since I paid directly from *****. Ive made numerous calls and filled out 2 requests for support on their website and havent received a response or resolution.Business Response
Date: 06/03/2025
We are writing about the complaint you filed with the Better Business Bureau.
Thank you for speaking with us on June 2,2025. As discussed, we have applied the payments for your Personal Automobile and Condominium policies, and they are both paid in full.
Thank you for your patience and for being a loyal Amica customer for 7 years.Initial Complaint
Date:05/20/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
A driver insured by Amica hit my stationary vehicle. They denied my claim after apparently zero investigation. Scam.Business Response
Date: 05/21/2025
Thank you for bringing your concerns to our attention. Our investigation revealed conflicting statements about how this accident transpired. After further review, we are adjusting our liability determination to 50/50, meaning we will consider fifty percent of the damages sustained to your vehicle. We will have the file handler reach out to you to discuss your vehicles damages. Once we receive the amount of the damages sustained to your vehicle, 50% will be considered.Initial Complaint
Date:05/16/2025
Type: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 home insurance got canceled because my father passed away in 2022. He was the main policy holder. I am a secondary on the policy and has been paying the policy. Amica didn't try to contact me regarding this directly and they sent a mail to my deceased father ***** and canceled the policy. I want the policy restored under my name. This issue can't be considered a new policy as myself was never contacted directly regarding the cancellation and mandatory policy change to my name ***** *****.Business Response
Date: 05/21/2025
First, we would like to express our sincere condolences to you and your family for the loss of your father.
We are pleased to see that you have already connected with our representative to address your concerns and secure a policy for the home. We apologize for your experience and appreciate your patience as we resolved the issue.
Please feel free to contact our office if you need any further assistance.Customer Answer
Date: 05/21/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
Initial Complaint
Date:05/01/2025
Type: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.
4/23/2025;Amica sent me 3 different collection notices for amounts totalling ******** while I cancelled my service with them on 3/15..After that they sent me two checks totalling ****** .. after I deposited the checks they sent me into collections ??? Which likely will impact my credit score negatively. Over the past 2 years (around), they increased my umbrella insurance from around 400 to 640 to $1,150 each and every time with a different reason (while I had no Home owner insurance claim and only one minor car accident in 3/2025) When I added my son to the insurance policy I was informed I will only pay$146 or $147 extra a month - few days later my credit card was charged $1150 ??? I called and complained with **************** and with amica and asked them to listen to the call recording as I have not authorised this amount and was told 640 +147 is my new monthly payment ?? No one cared.. I asked for complained ID and was told they dont use #s for their complaints- no one followed up with me no one called back.. they refunded way less and now even damaging my credit with their collection notice. They kept adding stuff to my polices that I didnt ask for nor authorised nor provided any education service to me on what they were adding to my polices ?? Complete deception. HOI ********BD Auto ********EB and ********FRBusiness Response
Date: 05/06/2025
We are writing with respect to the complaint you filed with the Better Business Bureau.
A review of your account has confirmed that, while Amica did return premium to you after your policies were cancelled, the payment made to Amica just prior to cancellation was returned via a chargeback with your credit card provider. As we have not received any payments to address the chargeback,the outstanding balance is still due.
If you have any additional questions, please contact us at your earliest convenience.Initial Complaint
Date:04/18/2025
Type: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.
April 14/2025 Called b/c insurance was canceled Had been on auto pay Paid balance and was told they had to write new policy. They came back with a quote $4000double what it had been. I refused got ins elsewhere for under$1000: they must have sold my name to telemarketers i have been getting nonstop callssome claiming i requested lawyers,insurance etc.I am basically being harassed bc i didnt let them rip me off They should be charged taking advantage of millions im sure.Business Response
Date: 04/22/2025
We are writing in response to the complaint you filed with the Better Business Bureau.
It appears that your inquiry concerns a family member's account. While we are unable to disclose specific details about another individuals account, we can confirm that billing notifications were sent as required, and premiums may be affected by a lapse in coverage. Please be assured that we take privacy very seriously and do not share personal contact information with third-party telemarketers.
If you or the insured would like to discuss this matter further, we are available to assist you and can provide additional information within the bounds of what we are permitted to share.
Thank you for your understanding.Customer Answer
Date: 04/23/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*********
Initial Complaint
Date:04/09/2025
Type: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 totaled on 12/23/24 by an Amica car insurance customer. The claim has been settled except for out-of-pocket car rental expenses that were to be reimbursed to me by Amica, totalling $225.25. The claims specialist, ***** *****, confirmed via email on 2/4/25 that the check had been sent to me. On 2/18/25, I reached out to her saying I had not received it and asking to confirm if it was sent to the correct address as I was not sure if they had my correct mailing address on file. Received no response. Emailed 3 more times, with no response or acknowlegement: 2/27/25, 3/6/25, 4/1/25. I have yet to receive the check. Reference # ***********-03.Business Response
Date: 04/14/2025
We issued payment to the Claimant on 02/04/2025. This payment represented reimbursement of the out-of-pocket rental expenses. Unfortunately,this payment was sent to an incorrect address. The Claimant has confirmed the correct address, and we reissued payment on 04/14/2025. We apologize for and regret any lack of communication.
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