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:12/27/2022
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.
On March 3 2022 our RV/motorhome was destroyed in a fire at a storage facility at *************************************. The fire was determined to have started in a business in the other part of the building. ****** was one of 40 vehicles that were completely destroyed. I filed a claim with Amica within 2 days of the fire. Shortly thereafter Amica informed us that they would only be willing to pay our policy limit $23,850. At the time of the fire ****** was worth approximately $34,000. After several emails and phone calls, we were told that the value of our motorhome had been lowered in January of 2021 to $23,850. We never authorized or requested this. In April of 2022 (after the motorhome burned in the fire) Amica increased the value of the motorhome back to approximately $34,000. I have spoken with people in the total loss department and the sales department who all stand behind that we authorized the lowering of the policy value and they would only pay $23,850.
Business Response
Date: 12/28/2022
Amica has been in contact with the customer regularly regarding the claim for this vehicle since the damage was reported. At the time of the loss the value of the trailer was determined to be greater than $30,000. We communicated this information to the customer and presented settlement options based on his selected incident limit. We are prepared to process payment based on the selected coverages but require our customers authorization. We remain available to advance this matter should our customer care to move forward.Initial Complaint
Date:12/22/2022
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 called Amica Mutual Insurance on 12/11/2022 to get a new auto policy and made a down payment which they took. I was told that I was covered under them as of midnight of 12/12/2022 I got in a accident on 12/13/2022 and right after that the policy department found out because I put in a claim. Then I was told I might not be covered but no one would call me back and then today 12/22/2022 I was told I misrepresented myself because I didnt tell them my previous policy was canceled as of which I really didnt know it did cancel 2 days prior but I also told the representative I couldnt see my old policy to make a payment and they were closed and I needed insurance right away and so she gave me insurance starting that night at midnight took my payment which went through my account and she said I was all set. I find out a week later they dont want to cover me. This is not right I spoke with management they wouldnt listen to me I had my 2 children in the car as well as my mother and I wouldnt of ever drove my vehicle if that representative from Amica Mutual Insurance company didnt say I was covered. Heres my receipt that I got in my email that night.Business Response
Date: 12/28/2022
We are writing in reference to the complaint you filed with the Better Business Bureau.
After review of your recent inquiry for automobile coverage with Amica, we found that several representations made by you during the application process differed from information we discovered. As these were material to our decision to afford you coverage, the policy was rescinded per our letter dated December 21,2022.
Our records indicate that you spoke with at least two members of our Sales and ************** team about this matter on December 22, 2022. We attempted to contact you by phone to discuss the matter further on December 23, 2022, but were not able to make contact or leave a message at that time. If you would like to discuss this matter further, please call us.Initial Complaint
Date:12/12/2022
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.
On November 5, 2022 I had damage to my ***** CR-V EX right rear quarter panel when another driver backed into me with her bumper in a parking lot. The impact put a 3 gash in the side of my car.My insurance company, Amica, is same insurance company that the other driver has.I filed a claim against the other driver because I believe she is at fault.The other driver didnt have her insurance information on her, but she was able to get it emailed to her about 15 minutes later.She had a large blanket in her right rear window blocking her view - against PA Title 75.She said she called the police, so I didnt. They never came. I doubt they called them. The other drivers agent has determined it was a bumper-to-bumper accident. There is no damage on my bumper.Since I thought it was minor, I just left. I found out my damage is over $1000 and could be more than that.Amica wants to force me to go 50/50, in that I pay for my damage and she pays for hers.In addition, I have not good representation from an agent. At one point they moved me to the same agent as the other driver. When I found out I complained. They got me another agent, but shes just trying to get me to file a claim against my policy. I have requested another agent through her supervisor, but no on has returned my calls.Amica Insurance Claim #*********** my claim #Amica Insurance Claim #*********** the other driver The only documentation I have from Amica is that the claim has been established and that the other driver is insured by Amica.Business Response
Date: 12/20/2022
A thorough investigation of this occurrence has been completed. Unfortunately no independent witnesses were identified who could support either partys version of the accident. We have reviewed our findings with the customer and she will be contacting us regarding repairs once a shop is chosen.Customer Answer
Date: 12/25/2022
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:11/09/2022
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.
In July of 2022, I asked the insurance company, Amica Insurance, *************************************, to cover water damage on my camper trailer, that I have had insured with Amica for many years.They sent an appraiser to look at the damage to my camper.I have tried to contact Amica many times. They do not return my voicemails, messages or phone calls.The repair shop has not heard back from them either. The appraiser told me they have not returned any phone calls to them either.I would like to have my camper repaired and I need to know if the insurance will cover it based on the contract stated in my insurance policy.Claim Number: ***********Business Response
Date: 11/16/2022
We are writing in reference to the complaint you filed with the Better Business Bureau. Amica was reviewing a coverage question on this loss. This review has now been finalized and we will be notifying the customer of our coverage decision. Thank you.Customer Answer
Date: 11/22/2022
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,******
I have not received any response back from the insurance company.
Business Response
Date: 11/29/2022
Please accept this as a response to the customers rebuttal. Amica contacted the customer by phone and text message on 11/28/22 outlining the next steps of the claim, and the customer responded by thanking ********************** for the information. There were no follow up questions from the customer. Thank you.Customer Answer
Date: 11/30/2022
[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:10/24/2022
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 submitted a claim with Amica and they have not been responding to me. I sent the below email requesting an escalation of my claim because I feel I am being wrongfully discriminated against and they have not responded. I submitted a claim for May 30 and asked for the stipulations and procedures from my policy for submitting a claim and have not received it. I provided all the info requested and it has been like 5 months and the claim still hasnt been resolved. I sent them the below email.When I spoke with you last on 8/1/22 you said you would be requesting the final report from the investigator. You thanked me for being cooperative and I reconfirmed that I had provided all of the info needed. From there when I had not heard back from you so I requested an update and still have not heard back from you but instead someone from an attorneys office emailed me. Noone from Amica has contacted me to to even give the courtesy of letting me know they hired an atty and to confirm they were legitamate.I have requested the stipulations of my policy months ago and still have not received in writing. Instead I have gotten a random call from an investigator saying he is with Amica (still no courtesy given as to letting me know this person would be reaching out to me) and that I had to meet him to discuss my claim. I meet with him being cooperative and he pulls out a recorder and says he wants to record my statement. I had no knowledge of this procedure but did it anyways to cooperate with Amica.This person was very aggressive and scary and I provided this report to ******. I then spoke with you and provided any info to anyone who asked and you said you were going to get the investigators report.If on 8/1 ***** said he had all the info he needed and will get back to me what happened that 5 months later this is not resolved. I have cooperated but now completely feel discriminated against by Amica. I pay them every month and deserve answers please.Business Response
Date: 11/01/2022
We have received your Complaint submitted to the BBB. Our investigation into your claim remains ongoing at this time. We appreciate your continued cooperation with Amica, the conditions of your policy, and our attorney to help us complete our investigation into your reported loss. In addition, and at your request, your policy was sent to you by our counsel on October 24, 2022. We encourage you to reach out to our attorney to further provide the information and documentation that we are requesting. Our counsel will continue to keep you updated on your claim. Please let them know if you have any questions or concerns.Customer Answer
Date: 11/01/2022
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:10/18/2022
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.
Trying to sign up with them. After months of phone calls, I sent the amount of the quote by certified mail and they refuse to accept the letter. Weird? Scam?Business Response
Date: 10/24/2022
We are writing in reference to the complaint you filed with the Better Business Bureau.
Thank you for taking the time to review your policies with us. As discussed, while there were some issues with the post office delivering your payment,ultimately, the payment was received and your policies are in force. Thank you for your patience in this matter and please feel free to contact our office if you are in need of any further assistance.Customer Answer
Date: 10/27/2022
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,
******** O'*****Initial Complaint
Date:10/16/2022
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 had a car accident happened in 07/04/2022 with a customer of ********************************************************************. The police report confirms that the car accident is not my fault and it's caused by the Amica's customer. I got my car repaired with the help of my own car insurance company. After that, I decided to file a diminished value claim against Amica, because it's a brand new car (less than 1 year) when the accident happened. I called Amica *************) twice with two different people answered my call: one of them told me that Amica didn't diminished value claim at all, and tried everything to make me believe that this kind of claim doesn't make sense; the other one told me she would move forward with my claim, told me a claim number: ***********, asked me to send repair shop receipt and police report it ******************************** I sent the materials to the emails address, but nothing happened after that. It seems to me that Amica does not want to handle my claim, and tries to avoid the payment because of that.Business Response
Date: 10/17/2022
Thank you for reaching out to us. Amica has accepted liability for this matter. We will have a representative reach out to work with you to resolve your claim.Initial Complaint
Date:10/14/2022
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.
Amica has failed to cancel my renter's insurance policy despite my written request on October 5, 2022, and Amica's written confirmation sent and received via email on October 5, 2022, that the policy would be cancelled effective October 6, 2022. Not only did they not cancel my policy, they billed me for the policy that should have been cancelled.Business Response
Date: 10/18/2022
We are writing in reference to the complaint you filed with the Better Business Bureau.
Thank you for taking the time to discuss the delay in processing the cancellation of your renters policy. As of October 14th, 2022 the policy has been cancelled effective October 6th, 2022, as you originally requested. The bill you received on October 12th, 2022 can be ignored as the policy is now cancelled.
As we discussed on our call we have identified a point of contact for you in the local operation and forwarded the contact information to you.
Please feel free to contact our office or your point of contact if you need any further assistance.Initial Complaint
Date:10/12/2022
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.
Amica Insurance made a billing mistake which caused my auto insurance to be cancelled and left me uninsured. I just discovered my insurance had been cancelled today 10/12/22. I immediately reached out to find out why it was cancelled and try to fix the issue. and they told me I had a payment method declined and they never received payment. However, previously on 7/27/22 I had gotten an email saying my autopay was declined, so I updated my payment, which I have an email confirming my payment method was updated. However, apparently they only applied they update to the renters insurance part of my bundled insurance plan and not the auto policy. So they cancelled my policy without a fair notice, and when I reached out to try to rectify the situation they said my policy was cancelled for non-payment and I would need a new policy at an increased cost of 180% (nearly double what I was paying before.) Now I am without auto insurance and they say that because I was cancelled for non-payment my insurance rates are now much higher. The only reason I was cancelled for non-payment was because they made a billing mistake by not applying my updated payment correctly.I find it completely unreasonable that they will not work with me in anyway and acknowledge that they didn't apply my updated payment and now my insurance rate will go up for multiple years because of a billing error they made, and they also benefit/profit off of a mistake they made while I will have to pay more because of it.My desired resolution is that Amica corrects their billing mistake and reinstates my initial policy with the same rate. I also want them to remove from any and all insurance records that my account was cancelled for non-payment.Business Response
Date: 10/17/2022
We are writing in reference to the complaint you filed with the Better Business Bureau.
Thank you for taking the time to discuss your account with us and for your patience as we looked into accommodating your request. We are pleased we could come to an amicable solution and provide you a policy that fits your needs. Please be advised your prior policy cancellation has resulted in no adverse action to your credit report or Amica account.
Please feel free to contact us if you have any other questions.Customer Answer
Date: 10/18/2022
[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.
I would like to also comment on how helpful and courteous Amica was while they quickly resolved this issue. Thank you Amica.
Regards,
***************************Initial Complaint
Date:10/02/2022
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 had a break in 2 weeks after I purchased renters insurance due to the fact that Im in a rough neighborhood and I have expensive things and I work on the road! Ok, this was 8/30/2022 it is now 10/02/2022 I have no herd from Amica or received any kind of information about my claim which is currently still processing the adjuster was just horrible recording me asking me how much I make a year like that is the reason why my belongings are gone! Crappy customer service! No communication! Long claim process! Amica is not worth your money!Business Response
Date: 10/06/2022
We have received the complaint submitted to the BBB by our policyholder. We are investigating this claim and have been in contact with our insured. We are currently reviewing our file and the information submitted.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.