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 Life Insurance Company

  11486 Corporate Blvd Ste 160 Orlando, FL 32817-8350

• 

  Amica Mutual Insurance Company

  10025 Investment Dr Ste 100 Knoxville, TN 37932-2665

• 

  Amica Mutual Insurance Company

  43 Western Blvd Ste 200 Glastonbury, CT 06033-4338

• 

  Amica Mutual Insurance Company

  898 Veterans Memorial Hwy Ste 220 Hauppauge, NY 11788-2941

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:04/15/2023

  Type:Order 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.

  Cancelled Auto Insurance (after having coverage for 40+ years). Amica claims we owe over $600 for the two weeks we were covered before cancelling. We did not pay the amount because the new amount was double what we were previously was paying and no one could explain why. Each representative we spoke with said it seemed wrong and would look into it and get back to us. It took past the deadline of when we needed to cancel without penalty for them to get back to us. We preceded to cancel because the amount was not reduced, and no one could still explain why. We spoke with a representative when we canceled, who claimed that we would have an outstanding balance ($600+) for the 2 weeks it took us to cancel, and that it could not be removed, but it would not affect our credit standing and it would only be reflected if we wanted to renew a contract in the future. In that case we would first need to pay off the outstanding balance.Now we received a letter threatening to have it sent to collections if not paid in full in two weeks. So we spoke again to a customer representative who said he could see the note (from a manager) stating that it should not go into collections. The representative said he would look into the matter and get back to us. No one has got back to us and we still have this open letter threatening to have it sent to collections.

  

  Business Response

  Date: 04/21/2023

  We are writing in reference to the complaint you filed with the Better Business Bureau.
  
  We have carefully reviewed your account and the concerns you outlined. Your policy renewed March 1, 2023 and we spoke with you after the renewal date and made changes to your coverage at your request. On March 17, 2023 you requested the cancellation of your policy, which we processed that day. Your automobile coverage was in force from March 1, 2023 to March 17, 2023 with coverage provided to you under your policy. The premium billed to you is for this time period you had coverage on your policy with Amica. It is only appropriate for us to charge customers for coverage that is in force.
  
  If you secured coverage prior to the March 17, 2023 date, please provide us a copy of the declaration page or ID cards showing you had secured other coverage and we would be happy to amend the cancellation effective date if you had duplicate coverage in force.

  Customer Answer

  Date: 04/21/2023

  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. 

  The reason that we did not cancel until the 17th was because Amica could not provide an explanation of the quote that was provided.  Along this whole process we keep receiving conflicting answers from Amica employees.  We contacted Amica (before the renewal date) on the 28th of February and they could not provide a valid quote because their rate calculator was down.  The customer support person (*****) could not explain why the policy went up 57% and stated that it seemed incorrect and that he would review when the rate calculator was back up and get back to us.  Since we've been a loyal customer for more than 40 years, I took him at his word.  Two weeks later we still had not received any response so my wife called back and was told that the rate calculator was now back up, but had been previously down the whole period since we spoke.  Whether true or not, only Amica could say.  In any case it was now up but no one could still explain what made up the increase.  Around this date we also received a policy document from Amica regarding that a portion of our premium was rated incorrectly.  So my thought was they were reviewing are account and would be able to provide a corrected amount.  Finally on the 17th we were forced to cancel our policy of 40+ years because we were unable to receive an explanation of the increase to the quote.  

  Once we canceled the policy, we then received an email explaining that we owed 600+ dollars for coverage between the 1st and 17th.  We spoke with a customer service representative ********* in which she stated that it was a charge that could not be removed but stayed on the books in case we wanted to open a new policy.  In that case it would first need to be paid.  She also mentioned that it would not go to collections, and she confirmed that statement with a conversation with her manager.  We have multiple voicemails stating that fact.

  We then proceeded to get two letters stating that if we don't pay the balance, it will be placed in collections.  Again, we spoke with a customer representative (*******************************) that stated that these were just letters meant to represent Amica collections internally.  At this point we seem to be getting conflicting responses with every conversation with Amica, so said could we get an email/letter stating that fact.  Which ****** then provided this letter stating that it was an internal email but if the balance was not paid it would go into collections.  Again, an opposite response in writing from the verbal conversation we had previously had the same day. (see attached document)

  During this whole period, multiple times I requested to speak with management, but they were unable to fulfill my request.  Despite ****** saying I already had spoken with a manager (which obviously was another incorrect statement).

  Finally on April 20th I was able to speak with a manager (***************************).  I was hoping to get feedback on all the contrary responses provided by different Amica employees and more importantly a breakdown of the details that comprised the 57% increase.  He stated three reasons for the increase.  A 7% increase by the **********************, a claim made in March of 2022, and the removal of a GOOD STUDENT discount.  The GOOD STUDENT discount should have never been removed as my wife sent the proper information to a customer representative (*****) before the renewal date.  I can understand the 7% increase and also a n% business increase in general.  Still not sure how a claim made in March of 2022 could then make up the other 30 to 40 percent.

  In closing, we recently received another policy document stating that portion of your premium was rated incorrectly (see attached document).  At this point I'm not sure if this relates to our previous policy or the most recent policy that was provided.  In any case I find the $600+ to be an unfair burden to bear, especially when Amica cannot (or will not) explain how this amount was contrived.
  
  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: 04/27/2023

  Thank you for taking the time to further discuss your account with us.  We are pleased we were able to come to a mutually agreed upon resolution and sincerely apologize for the experience you had during this renewal cycle.
  
  Thank you for your patience and diligence on this matter. We hope you consider Amica for future insurance needs. 

  Customer Answer

  Date: 05/09/2023

  [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:04/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 9, 2023, I was rear ended by one of the insured of Amica Insurance. That same day I filed a claim with Amica (#***********) and was told a claims representative would call me by noon the next day. I have called several times and given the names of ******************* and her supervisor *************************** and left messages for both of them on different occasions. No callback. I even left a review and someone from the company responded stating that someone would contact me. That was two weeks ago and still no callback. As of today have still never heard anything from Amica.

  

  Business Response

  Date: 04/13/2023

  Please accept this in response to this customers complaint. Amica has contacted all parties involved and we are moving forward with the claim. We will attempt to resolve this matter for the customer as quickly as possible.

• Initial Complaint

  Date:03/24/2023

  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.

  Note: Another party's complaint of 02/28/2023 was on record...On February 18 2023 I received a promised letter of insurance to continue with the purchase of a house. Amica declined insurance insurance and a deadline was urgent.A similar time sensitive dilemma is being experienced with Amica . My son is a RN who works for our nation's veterans. He is in the middle of a home purchase and called a designated agent, giving permission for me to transact business obtaining a homeowner's policy quote in preparation for his pending home closing. Said quote was obtained. N005418269- March 17, 2023.Initially, at original phone meeting, the agent stated if my son has form ****, " A REDUCTION IN THE INSURANCE PREMIUM COULD BE GIVEN." Fast forward to our sense of urgency where we have received a quote (March 17) and are ready to make the purchase for our Closing deadline. The story has changed to, "FOR HOMES WITH METAL ROOFS, WE REQUIRE UL STANDARD FORM ****. ALONG WITH THAT FORM, WE WE REQUIRE A COSMETIC DAMAGE WAIVER."No written policy was provided!. The strange thing is that the form states, "entitlement to a reduction in residential insurance premium." IT IS ONLY REQUIRED FOR PREMIUM DISCOUNTS. IF YOU DON'T HAVE THE FORM, DISCOUNT IS NOT GIVEN..... NOT A POLICY OUT-RIGHT POLICY DECLINE!We have located roof class, years of warranty etc. Amica should play fair with the policy, a closing is pending. My son and other family are LOYAL CUSTOMERS. AMICA has a reputation of respect, this needs to be cleared up.*Address **** Calumet 27 is son's pending address. Quote: N005418269

  

  Business Response

  Date: 03/29/2023

  We are writing in reference to the complaint you filed with the Better Business Bureau.
  
  Thank you for taking the time to discuss your sons home application further, and providing us with documentation confirming the roof impact resistance rating. We are pleased we could come to a mutual agreement and offer the policy for his home.  
  
  Please feel free to contact our office if you are in need of any further assistance.

  Customer Answer

  Date: 03/29/2023

  [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.]
  Thank to Amica for amicably accepting the Class 4 rating data. *************************** signed a cosmetic waiver and terms such as inspection after closing. etc.
  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:03/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a loyal customer with ********************** for over 7 years. On Friday night, March 10th, my vehicle broke down at 7pm. I was not in a safe location(female, at night, on yhe side of a dark highway). Someone was gracious enough to push my vehicle off of the Interstate into a semi lite parking area. I immediately contacted roadside assistance and was told that someone would arrive in 35 minutes. I waited 2 hours for assistance. Upon inquiring about the location of the driver, I was told it would take another hour for someone to arrive. I requested a second tow truck driver as I found out that the first company never dispatched anyone to come out. Amica dispatched a second tow truck company to assist, however after waiting an additional 2 hours for a total of 4 hours, I contacted and independent tow truck company that arrived within 28 minutes of my call. I was charged $350 due to the time and location. Thereafter, when I contacted Amica to file a complaint, I was transferred to a customer service rep working from home(not the issue), As I attempted to explain my situation, I had to repear myself multiple times due to a child screaming in the background consistently. ******* against the child and a working mother, but when you are calling for customer service, it is extremely frustrating to have to yell over a screaming child in the background during business hours.

  

  Business Response

  Date: 03/20/2023

  
  We are writing in response to the complaint you filed with the Better Business Bureau.
  
  After careful review of your recent Roadside Assistance claim of 3/10/23 and our conversation on 3/16/23, we confirmed, and apologize for the delays and any miscommunications associated with this event. We looked into the matter further with our roadside vendor and determined that the original tow provider that was dispatched did not perform the service in a reasonable timeframe.

  Therefore, as discussed, Agero (Amicas Roadside Vendor) has agreed to compensate you for any out of pocket expenses related to this matter, which you confirmed was $350.  We appreciate your understanding and will be happy to address any additional questions or concerns you may have regarding your roadside claim.

• Initial Complaint

  Date:02/28/2023

  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.

  date of transaction: started on February 18 2023 I received a promised letter of insurance to continue with the purchase of a house I anticipated repairs to the property to fulfill the terms of the insurance, but those repairs could only be conducted after getting ownership of the house After several increasingly complex requests to do the impossible (repair a house that I don't own, which they knew it could not be done) they decide to withdraw the offer.I believe that the repairs and the impossible request to fix the house before buying it were an excuse. Amica never intended to offer me the insurance of this property I have been a loyal customer of ********************** for over 30 years. They provide all my home, cars and personal liability insurance.They delayed their decision until I am running out of time to seek an alternative insurer.

  

  Business Response

  Date: 03/03/2023

  We are writing in reference to the complaint you filed with the Better Business Bureau.
  
  Thank you for taking the time to discuss your home application further, allowing us to gain a better understanding of the timeline for repairs. We are pleased we could come to a mutual agreement and offer the policy for your home.  
  
  Please feel free to contact our office if you are in need of any further assistance.

• Initial Complaint

  Date:02/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to contact *************************** who works for Amica Insurance. I was rear ended by one of her clients and have been waiting for them to contact me for over a week at this point. I have called and left messages at her office on three occasions and have called her office five times. Absolutely not a good company to do business with. I have also contacted my insurance agent who has called her as well. I would like a call and I want this complaint filed with the BBB.

  

  Business Response

  Date: 03/03/2023

  We are writing with respect to your complaint with the BBB.
  
  A representative reached out to the claimant and has resolved their concerns and discussed the supplement process with them directly. The claimants car was scheduled at the shop this week and they have a copy of their appraisal. If they have any concerns, they can contact us directly.
  
  Thank you.

• Initial Complaint

  Date:02/11/2023

  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.

  Ive been with amica insurance since 2014 and had my home, rental property and autos Insured. I dropped my auto insurance January 1, 2023 to go with another company. They lied to me regarding my auto rates so tried to return to amica. I had 2 auto wrecks in 2022 that were not my fault but denied cause they said were my fault. This has now affected my ability to get affordable insurance rates. I have repeatedly asked for a manager to call me but to no avail.

  

  Business Response

  Date: 02/17/2023

  We are writing in reference to the complaint you filed with the Better Business Bureau.
  
  We understand you spoke with a manager on February 12th regarding your concerns and we followed up on February 14th via e-mail to provide additional information regarding your request.
  
  Please feel free to contact our office if you are in need of any further assistance.

  Customer Answer

  Date: 02/19/2023

  [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:01/30/2023

  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.

  It has been 10 weeks since I submitted my claim on my Homeowners Insurance Amica for a water incident at my house at ****************************************************************. On November 13, 2022 I was notified by a neighbor that water was coming out of the front door. Investigation revealed that the toilet overflowed after a house showing causing water damage to the floors. I filed a claim on November 13 with Amica. The adjuster ************************* authorized, Blue Hippo to rip up the floors/sheetrock on November 14. I paid a plumber to repair the connection to city sewage plugged with a tree root When someone used my toilet during a house showing the flapper stuck open and overflowed. I also met with an Amica field inspector to discuss the event. He agreed with the plumber and there seemed to be no issues. ****** said my policy may not cover this if the house was not occupied. I told him that when I had renewed my policy with ****************** of Amica, I had disclosed that the house was up for sale. There have been over 100 showings in the last 6 months since the house was put on market. Also, I have been making trips twice a week to check on the house. After 4 weeks of waiting I contacted ******. He told me that another inspector will be coming to my house at ************************** to get an audio record on the water event. Two weeks after meeting, I contacted ******. He told me that they were still reviewing the findings. After another 2 weeks, I called and ****** told me that an inspector would contact me. I texted ****** on January 26 once again and told him that it has been 10 weeks since I submitted the claim and that if he did not give me an answer, I would contact the BBB. All he said was OKI have not heard from him or anyone from Amica.

  

  Business Response

  Date: 02/15/2023

  Please accept this in response to this customers complaint. We have completed our investigation into how this incident occurred and have issued payment to the customer for the damages reported. We have notified the customer of same. Thank you.

• Initial Complaint

  Date:01/24/2023

  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 Insurance declined my claim for a minor accident repair just because there was no police report and no witnesses!! When it's very obvious the other party was at fault. They were being cheap, they declined my claim for a ridiculous reason just to escape responsibility. What if there were no witnesses on the street at that time and you felt no need for a police report since neither party got hurt?!. Any person would have clearly figured out who is at fault just by looking at the pictures and the direction both cars were going. I also had the worst customer service experience ever. The agent assigned to the claim never answes his phone and it takes him few days to get back to you and then he will drag the claim for several weeks, 5 weeks to be precise to decline your claim in the end. There are so many good and honest insurance companies out there, certainly Amica is NOT one of them.

  

  Business Response

  Date: 01/30/2023

  Please accept this in response to this complaint.  Amica conducted a complete investigation and determined that our insured was not at fault for the accident. Accordingly, we denied the complainants claim for his vehicle damage. We have communicated this to the complainant.

  Customer Answer

  Date: 01/30/2023

  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. 

  [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,

  Najeh

   

   

• Initial Complaint

  Date:01/24/2023

  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.

  Trivial complaint. An ad received in the mail offering a $25.00 Amazon Gift Card to get a quote for auto insurance. Called and gave them all info needed for quote. The quote was higher than I am paying now for the same coverage, so denied their offer. Where is my Gift Card?? I got my quote on 11/21/2022.

  

  Business Response

  Date: 02/03/2023

  We are writing in reference to the complaint you filed with the Better Business Bureau.
  
  After review of your account, we have confirmed the Amazon gift card was not issued to you after your insurance inquiry with Amica on November 21, 2022. We sincerely apologize for the oversight and have now  issued the gift card.

  Thank you, again, for your interest in Amica and please feel free to contact us if you need of any further assistance.

  Customer Answer

  Date: 02/03/2023

  [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,
  
  ***********************