Complaints

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

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Amica Mutual Insurance Company has 47 locations, listed below.

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• 

  Amica Mutual Insurance Company

  100 Amica Center Blvd Lincoln, RI 02865-1156

  
• 

  Amica Mutual Insurance Company

  13810 SE Eastgate Way Ste 160 Bellevue, WA 98005-4441

• 

  Amica Mutual Insurance Company

  600 Southborough Dr Ste 201 South Portland, ME 04106-6915

  
• 

  Amica Mutual Insurance Company

  N17 W24222 Riverwood Drive, Suite 130 Waukesha, WI 53188

• 

  Amica Mutual Insurance

  24651 Center Ridge Rd Ste 525 Westlake, OH 44145-5675

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have hit a hardship period with my income, and I reached out to Amica last week to make sure I wasn't in danger of losing my auto insurance policy.I was told that everything was fine, and that I had almost a month to pay my bill and to get the policy current. Two days later, I received a letter dated for the same day that I had spoken to someone, telling me that my policy had been cancelled.I called up, explained the series of events, was told that it was totally their fault, and that we would get a new policy underwritten ASAP, they would try to make an exception about the past due fees, and that I would get a call the following day updating me on the status. I received no call, I called back to check, and got the same answers, that we would get a new policy covering us, and we would try to get an exception on the past due amount. Today, a week after I was told "don't worry about it, you have plenty of time before it gets cancelled," I am being told that not only must I pay the past due amounts immediately, but they will not write me a new policy, at all. I have been a customer with this ********************************************* for 12 years, and for the past 6 months, I have had a major loss of income, and I've been late on payments, but always have managed to catch myself up. The amount of money I have paid to this company for over a decade as a customer far outweighs any amount that I am behind on, and you would think that there would be some leniency here, but no. I am now going to likely have to register my cars again if I can even get a policy set up soon enough before I lose them all together.

  

  Business Response

  Date: 07/27/2023

  We are writing in response to your submission to the Better Business Bureau. 
  
  Thank you for taking the time to speak with us to discuss your account further and prevent any misunderstandings.  We discussed the course of events leading up to the cancellation of your policy, and also clarified the factors influencing our review of your request to re-establish coverage with us.    
  
  If we may be of any further assistance, please do not hesitate to contact us.

• Initial Complaint

  Date:07/19/2023

  Type:Sales and Advertising 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.

  Stop sending me mail about your product! I don't want your garbage service!

  

  Business Response

  Date: 07/20/2023

  We are writing in reference to the complaint you filed with the Better Business Bureau. We have added you to our do not solicit lists, so you should not be receiving anything further from **. Thank you. 

  Customer Answer

  Date: 07/21/2023

  [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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:06/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After having my homeowners policy for 12 years with Amica, I filed once of my first claims due to my hot water heater breaking and subsequently dumping water into my basement. Fortunately, my basement is unfinished and there was NO damage to my home. We were able to replace the water heater and cleanup all of the mess on our own from the incident. Unfortunately, personal property stored in my basement was damaged from the water and disposed of during the clean up process. I filed a claim solely for the damaged personal property and was met with hurdle after hurdle even with providing my receipts for the damaged property, photos of the broken heater, receipt/photos of the new heater, and photos of my actual basement. I do not have photos of the damaged items since they were soaked and our immediate reaction was stop the water flow, clean up and remove the soaked items before mold started, and fix the heater. overall the full claim for damaged items was minimal and for less than $5,000 of personal property. Also haing a $2,000 deductible this would leave Amica with approximately $3,000 of responsibility. Amica has done a partial pay out as included in my attachments and REFUSES to compensate me for 3 out of my 4 air conditioners that are $445 each, even with my provided receipt. They also decide to cover my Peloton, verbally commit to covering the $125 shoes that are specifically for the Peloton, but then ultimately refuse to provide pay out for the $125 shoes. It makes no sense to me how the Peloton could be covered but then refuse to cover the shoes designed and necessary for the bike that were also damaged.They are stating since i do not have a photo of the damage that they will not cover these items. They also cite in their letter "further investigation needed" but there is nothing further to investigate since i do not have photos and disposed of the items properly at the city dump due to being AC units.I want the amount due to me for 3 AC units and the shoes.

  

  Business Response

  Date: 06/30/2023

  Thank you for taking the time to discuss your concerns with us in greater detail. After further investigation and discussion with you,we were able to develop the necessary information needed to afford coverage for your other personal property that was damaged in the loss. A supplemental payment was electronically transferred to your debit card on June 29, 2023 based on the receipts you provided, less our prior payment and less your deductible. Please feel free to contact our office directly if you need any further assistance. Thank you. 

• Initial Complaint

  Date:06/26/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Two weeks ago I took my Lexus in for "approved" body repair to the only Lexus repair shop in my area -- *********, **. Amica approved my claim (for $15l9.41) based on pictures of my car that I took, no official claims adjuster came to my car. ****** initially said that it would be $2962.39 for repairs. That was before work actually started. Amica received ******** Preliminary Estimate BEFORE work was started. As often happens, after repairs begin, there is additional damage found. Amica acknowledged this often happens. I'm still waiting for Amica approval for all the necessary repairs. They are jerking around the bodyshop by saying that disconnecting the battery is not "industry standard." It IS Lexus protocol and they cannot override that. They are giving me and the bodyshop a constant run-around. The claims adjuster doesn't answer emails or phone calls. I want my car fixed and Amica is the problem. I can't get any explanations from Amica in writing. Amica has continually given them the necessary documentation. Amica is the problem. Oh, and after they sent me a check for $519.41 (I have a $1000 deductible,) they closed the claim.

  

  Business Response

  Date: 06/29/2023

  We are writing in reference to the complaint you filed with the Better Business Bureau. We reviewed your account and payment plan. We apologize if the billing and payment schedule was not discussed with you at the time of purchase and have now updated your account to reflect a due date of the 4th of every month moving forward.
  
  Thank you for choosing Amica and if you have any questions,please do not hesitate to contact us. 

  Customer Answer

  Date: 06/29/2023

  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. 

  Their response has nothing to do with my complaint.  My complaint is about settlement/payment for a car claim for bodywork. Claim Number: 60004568186.  It has nothing to do with payment date.  What are they doing here?  I made no statement about changing a payment date.  This is made up.

   

  [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,

  *****

   

   

  

  Business Response

  Date: 07/05/2023

  We apologize for the confusion. We had posted the original response in error. Included below is the response which pertains to your concerns on the BBB.
  
  Our file reflects that the claim was reported to us on 4/5/23. At that time, we offered the insured a photo appraisal option, which she accepted. On 4/11/23, we contacted her to explain payment per the initial appraisal, less her deductible. On 6/13/23, we received notice of supplemental repair costs from the repair shop. On 6/21, the supplemental repair costs were partially approved. This was due to excessive paint material rates and excessive labor procedures being charged by the body shop. The insured expressed her dissatisfaction with our decision and as a result, we agreed to pay all charges from the shop to satisfy the customer. Payment was issued to the shop for the balance owed on 6/26/23.
  It is our understanding that this matter has now been resolved. If you require further information, please let us know.

  Customer Answer

  Date: 07/06/2023

  [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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:06/21/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased ************* Insurance on June 2, 2023 to be effective starting June 9, 2023. Received a bill for payment due June 30, 2023. I made several calls to have due date pushed back to early July, but request was denied even after an escalation to the ********************** It is Unreasonable for me as the Companies product(s) purchaser to have funds due for services Twice in one month.

  Customer Answer

  Date: 07/02/2023

  I have not heard from the business in response to my complaint. However, I called the Company June 22 to get policy end date as next steps to go back to my previous insurer (as I expressed interest in doing over this issie in my last phone communication with Rep.), and a Company rep. for the 1st time, said changing the date to match my first payment date (= one payment in a month), was something she COULD Do. As such I decided Not to switch back, but having gone through All the Calls & "Accounting Dept.Escalation request" etc., for Co. Rep. to do 360 change on payment due date (too soon to know of my BBB Complaint), AND company Not responding to my BBB Complaint is Troubling. Company customer service at Formal Complaint Level, basically saying my business relationship with them does not matter, by their lack of follw-up to see if matter had been resolved to my satisfaction... My answer: No it should Not have taken ALL that back & ************ & frustration to make a Reasonable Date Change at Customers Request! Area needing Company Improvement and a response to my BBB Complaint would have indicated that they Valu my business & they want to do better (improve) for their (new) customers!

  *PS: I still plan on changing companies soon, as I don't want that experience if ever making a Claim (reason for insurance), became necessary.

  

  Business Response

  Date: 07/03/2023

  We are writing in reference to the complaint you filed with the Better Business Bureau. We reviewed your account and payment plan. We apologize if the billing and payment schedule was not discussed with you at the time of purchase and have now updated your account to reflect a due date of the 4th of every month moving forward.

  
  Thank you for choosing Amica and if you have any questions,please do not hesitate to contact us. 

  Customer Answer

  Date: 07/05/2023

  [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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. The Company should really Do Better when a new customer INITIALLY makes a  reasonable Policy Adjustment Request (I truly believe that most consumers do Not want to Pay Twice on a Bill within the SAME Month!).
  

  Thank you,

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

• Initial Complaint

  Date:06/01/2023

  Type:Sales and Advertising 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.

  Amica is harassing me. They will not stop sending me advertisements in the mail. I do not want them contacting me.

  

  Business Response

  Date: 06/06/2023

  We are writing in reference to the complaint you filed with the Better Business Bureau.
  
  We can confirm that you have now been removed from our mailing list, and you should no longer receive any mailings from us.

  Thank you.

  Customer Answer

  Date: 06/06/2023

  [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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Should the business contact me again, a new complaint will be filed.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:05/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  AMICA did not fully adjudicate my claim instead they sent it to the carrier to pay.

  

  Business Response

  Date: 05/18/2023

  We are writing with respect to the complaint you filed with the Better Business Bureau.
  
  Amica will pay up to the rental limit without application of a deductible based on the Optional Substitute Transportation Expenses Coverage selected by the customer.  If we make a payment under the policy and the person to or for whom payment was made has a right to recover damages from another, we shall be subrogated to that right.  Amica paid the $1,500 limit for the rental coverages under the policy and successfully recovered that amount in subrogation against the other insurance company. We notified them of our customers out-of-pocket rental expenses, provided them with a copy of the invoice and asked them to contact the customer directly to discuss payment. ********************** cannot pursue payment on behalf of the customer for expenses not covered under the policy. Only the customer can pursue the expenses above the policy limit directly through the other insurance company.

• Initial Complaint

  Date:05/10/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been receiving mail from Amica promoting their products; I have never consented to receive mail from Amica as I never provided them my mailing address nor have I ever been a customer; cease sending mail because it is junk mail and remove all of my information from your contact list and do not share my information with other parties.

  

  Business Response

  Date: 05/11/2023

  We are writing in reference to the complaint you filed with the Better Business Bureau. 

  We've passed your address along and will have it removed from our mailing list. Due to processing times, this may take up to **** to fully take effect. We looked into this and would like to note that one more piece of mail is scheduled to be sent to you next week. We are unable to prevent this mailing from going out, however, after this, you should not receive any additional mail from **. 

  Thank you.

• Initial Complaint

  Date:05/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to collect my $1,000 insurance deductible from Amica's insured party. On Nov 21, 2022, the unit above me (Amica's insured client) sink disposal leaked and went through my ceiling which created a watermark. I filed a claim through my insurance and did all the protocols. My insurance wrote me a check but they had to subtract my deductible of $1,000 which they said I can collect from the other party's insurance as this was their fault. However, when we communicated to Amica they said it was not their insured's negligence. I don't think it is fair when the incident happened originated from their unit. My insurance and I sent them a back-and-forth email, with supporting documents from my HOA (water loss policy) and an email from their insured party admitting the incident but still no luck. I am hoping BBB can help me with this issue. I am attaching all the documentation I have.

  

  Business Response

  Date: 05/10/2023

  Please accept this in response to this complaint.  Amica conducted a complete investigation and determined that our insureds were not liable for the incident in question.Accordingly, we denied the complainants claim for property damage to their unit. We have communicated this to the complainant.

  Customer Answer

  Date: 05/10/2023

  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. 

  Hi - It is their insured responsibilities as the incident originated from the insured unit (sink leaked) and went through my ceiling.  Their argument is that, it is not their insured negligence as they have fixed the problem.  But it is their insured responsibility as they have created/caused this incident and now my ceiling has water marks.  As per the *** policy it is the insured responsibility please review all the documents attached from the previous email or complain.  They need to be responsible.  I would not have this issue/problem if their sink disposal did not leak.  This is causing me stress!  

  [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,

  *******

   

   

  

  Business Response

  Date: 05/16/2023

  Please accept this in response to this complaint. As we stated in our previous response, Amica conducted a complete investigation and determined that our insureds were not liable for the incident in question. This included a previous review of the information recently referenced by the complainant. We have communicated this to the complainant and denied the complainants claim for property damage to their unit.

• Initial Complaint

  Date:05/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Accident with car Feb. 15 which resulted in three insurance claims. The first and largest claim was paid promptly. Amica is claiming they paid the other two, but they have not. I paid off the auto repair shop so that I could get my car. I will send you a more detailed explanation along with this form

  

  Business Response

  Date: 05/12/2023

  Please accept this in response to your BBB complaint. We have completed our investigation into the missing payments and have confirmed the payments were allocated correctly and have been accounted for. We understand that you have confirmed the receipt of these payments. Thank you.

  Customer Answer

  Date: 05/12/2023

  [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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************************