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:09/28/2022

  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.

  Aug 11, 2022, I was hit by Amica's insured and I filed a claim ***********. Amica denied my claim and stated the reason in writing and this not one time mentioned that their insured, and the driver who hit me, went through a red light and never even mentioned the intersection where this happened at all. They were negligent in the fact that they did not do due diligence in examining the accident location and the fact that it is impossible that their driver had a green light as they traveled north on Rt 8 (*****************************). Their report **mpletely left out the intersection traffic signal all together. Their insured is near 90 years old, cannot hear to the point my insurance agent **uld not even talk to him on the phone because he **uld not hear my insurance agent (Gie**), and the driver should probably not have a license at this point in his aging process. The fact of the matter is that I was **mpletely stopped at a red light, at a three way intersection as I was leaving *********** at **************************************************************, and when the light turned green for me, I made a left hand turn onto *******************, and I had to go through the intersection to do so. This means there is zero possibility Amica's insured also had a green light. I was hit just a se**nd or two after my light turned green and I started going through the intersection. Amica's driver went through the red light and Amica did not investigate the situation to understand what occurred. My car has very little damage and my insurance ** denied the other driver's claim. He has extensive damage and my insurance is not being charged. I am not filing this claim to get my way. I am losing very, very little, but this accident was not my fault. Someone at Amica was negligent and did not understand what happened. Or, chose to turn a blind eye. Their driver should not be on the road driving at all. I am asking for a reevaluation of this case and for the small amount of my car's damage to be paid to me.

  

  Business Response

  Date: 10/06/2022

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

  We obtained statements from our insured and from the complainant. Our insured and the complainant provided different accident descriptions. We obtained photos of the damages to our insured's vehicle and to the complainant's vehicle. We obtained photos of the accident scene. We confirmed that there was no police investigation. We confirmed that there were no witnesses. As we have no independent evidence to corroborate the complainants accident description, we view this as a word versus word loss and denied the complainants claim.

• Initial Complaint

  Date:09/20/2022

  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 cannot get in contact with the person handling my claim. The claims representative does not return my calls or answers the phone. Last contact was made on August 29, 2022 at 1:22PM ET - that is when they agreed to pay the settlement that they are liable for. There has been 7 attempts to call them since August 29, 2022 - no answer or return calls.Claims Rep: *********************** Phone Number: **************; ext ***** Claim Number: ***********

  

  Business Response

  Date: 09/22/2022

  We have reviewed the claim file associated with this BBB complaint.  The claim was reported by our insured on 7/7/22 which is also the date of loss.  Contact information was not available for the claimant, but the claimant contacted us the next day. We then processed an appraisal assignment to an Open Shop for you.  We received a voicemail from you on 8/29/22 which was returned; however, we were unsuccessful in contacting you and left a voicemail.  We spoke with the claimant on 9/20/22 and payment was issued the same day.  From our review, claim handling appears to be complete at this time.

• Initial Complaint

  Date:09/09/2022

  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.

  On 7/18/2022, I opened a car insurance policy with Amica MAPE Insurance. I was told that because it was a MAPE policy I would need to pay a 25% downpayment and then the rest of the policy would be divided into 10 monthly payments. I was told the policy total for the year was $4700 so I would be paying no more than $352.50 per month ($4700 total-$1175 downpayment=$3525 left for the year; $3525 left/10 months=$352.50 per month). I was also told that if I cancelled the policy within 30 days I would get the downpayment back minus a prorated rate for the days I had the insurance ($4700 total/365 days in year=$12.88 per day). By 8/1, I was getting concerned because I had not received any information from Amica such as a policy number or a bill, so I called the Amica MAPE customer service number. It is IMPOSSIBLE to get through to an actual person there, no matter which option I pressed (I tried them all). So I left several voicemail messages, as directed, between 8/1 and 8/4. No one ever returned my calls. By 8/5, I was very worried so called the regular customer service number for **********************, not the Amica MAPE number, and was quickly able to get a hold of a real person. The agent told me that because it was a MAPE policy she could not get much information, but did see my policy number and account number and I could download the ********************** app with that and get all my billing information. The app showed that I had $60 past due (dont know how but I paid it) and would owe an additional $411.66 on 9/2/22 (more than I was quoted or could afford). It also said my yearly total was $4940 not the $4700 I was quoted. I called the Amica MAPE number and left several messages between 8/5 and 8/10. Again, I never received return calls. On 8/11, I opened a policy with another company. My new agent faxed over the cancellation notice on 8/12. I waited a few weeks to get a refund check but didn't. I am still not able to get any return calls! I expect $900.12; $1235 paid-(12.88/dayx26days).

  

  Business Response

  Date: 09/16/2022

  We are writing in reference to the complaint you filed with the Better Business Bureau.
  
  After review of your account, we confirmed your policy was cancelled effective August 18, 2022 per the 2A request received from your agent. A refund in the amount of $815.00 was sent to your address of record on September 9, 2022. 
  
  We notified your agent on August 10, 2022 that the premium had increased to $4,940 since the policy was not eligible for the annual mileage discount originally quoted.  You paid a total of $1,235 and $815 was returned to you.  The difference of $420 is the net premium paid, which we confirmed is correct for the time period for which you had coverage.
  
  We apologize for any inconvenience you may have experienced in your attempts to reach the **** Team,we have been experiencing higher than average call volume.

  Customer Answer

  Date: 09/25/2022

  [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:09/06/2022

  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.

  one of the company policy holder hit my son car on 08/29/2022 since that day we trying to talk to some body but no one return our call not to call me or to call my son he cant drive his car the driver door will not close and its been raining we have to keep it in storage he need the car for school and work and I feel like this company just give us the run around I will file complaint with the ****************** General And with ***** Insurance commission Office

  

  Business Response

  Date: 09/07/2022

  Please accept this in response to this customers complaint.  Amica was presented with conflicting accounts of how the accident occurred.  As such, we need to investigate how the accident took place.  Once our investigation is complete, we will make a liability decision and notify both parties of the same.  Thank you.

• Initial Complaint

  Date:08/31/2022

  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.

  I responded to an email on August 18, 2022 sent by *************************, Amica Adjustor, and shared that I have questions on the assessments on our property damage caused by fire when he emailed me copies of the assessments. I indicated I have questions about the assessments and the funds we received. I followed up by email correspondence and by telephone calls to ************** after August 18, and did not receive any response. I requested for a phone call bec its easier to share my questions by speaking to him directly. He never responded to my emails or returned my calls. I have not received any voicemail from him indicating a contact was attempted.I am requesting Amica to:1. Explain why no response was made by Amica to my inquiry after several follow *** in writing.2. Have ************** to contact me by phone to discuss my concerns. If I miss his call, I want him to provide specific time I can call back to have an actual conversation on the phone. 3. Explain why the contact number for Amica does not allow a customer to speak to someone else, their automated system is designed without an option to speak to someone, only leave a message. And when their employee is not responding at all, I have to use BBB to assist me to get a hold of their company. Is Amica intentionally avoiding customers to get a hold of someone if the call is initiated by customer?4. If ************** claims he called me, explain why he did not leave a voicemail. Explain this in writing.

  

  Business Response

  Date: 09/02/2022

  We have received the complaint you submitted to the BBB. We have called and addressed this matter with you, and a supplemental payment has been issued. Thank you.

  Customer Answer

  Date: 09/02/2022

  [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,
  
  Regie *****************************

• Initial Complaint

  Date:08/31/2022

  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.

  I keep receiving letters from Amica Mutual insurance Company for car insurance. I neither own a car nor want Amica service. I want the Company to stop sending letters to my address.

  

  Business Response

  Date: 09/01/2022

  We are writing in reference to the complaint you filed with the Better Business Bureau.
  
  Weve passed your information along and will have you removed from our mailing list. Please note that due to processing times in our system, it may take up to 6-8 weeks for your information to be removed. We also send prescreened offers of insurance using lists provided by credit reporting agencies. Only you, the consumer, is authorized to remove information from these lists. To do so, you can visit https://optoutprescreen.com. Thanks.

  Customer Answer

  Date: 09/03/2022

  [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:08/23/2022

  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 would like to report the importance of customer service. I can understand if maybe having a bad day from time to time. But, everytime a customer call to ask questions or discuss a issue only to receive attitude and excuses for poor customer service is sad. I was only a customer for almost 2 years and my experience with this company was terrible. My issue started with my bank changing companies and name. BBVA bank changed to PNC bank. When they changed I informed Amica of the change along with my new banking information. The problem I had with them is when I paid online. I found out through their last employee that although I gave them my new banking information they changed the account number but, not the routing number. Instead of owning up to their mistake they keep saying it was the bank or my error. I can't go into their computer system and change anything. Since then I've decided to take my business somewhere else. All I would like is my refund of my last transaction and an apology would be nice. Ps please train your employees to handle customer issues in a more professional way. Thanks

  

  Business Response

  Date: 08/26/2022

  We are writing in reference to the complaint you filed with the Better Business Bureau.
  
  A review of your account confirms your Automobile and Tenant policies were canceled for nonpayment of premium. Prior to cancelling your policies, we sent numerous notices to your address of record as well as your e-mail address.  In addition, we had several telephone conversations notifying you of the amounts due and the payment due dates.
  
  Your online payment on July 30, 2022 satisfied the outstanding balances due on your policies.
  
  Please feel free to contact our office if you are in need of any further assistance.

• Initial Complaint

  Date:08/20/2022

  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.

  Amica has offered reduced net premiums by offering insurance policies that pay between 5% and 20% dividends at the end of term. I selected such policies for my Personal Liability, Yacht, and Home (renter's policy). I have had all my premiums auto debited and Amica has been paid in full. Amica has now decided they don't want to pay dividends for policies expiring after 1 Jul 22. Thus far, 2 of my policies have been affected, as I was provided notice 24 and 25 days before policy expiration and after all my premiums have been paid. This action will cost me almost $500 when looking at my 4 policies. I did my part with Amica in paying my premiums in full and on time, and Amica needs to now honor our agreement to pay the dividend as agreed. If they can't offer dividends on policy renewals so be it, however changing terms unilaterally during the term of the policy to me appears to constitute fraud. Thus far I have had several calls with Amica's **************** Personnel, and they all tell me there is "nothing they can do". A letter mailed to the Amica Chairman, President, and CEO (*********************************) on 7 August 22 has gone unanswered. I am looking for Amica to honor their dividend commitments as agreed when I renewed these policies in 2021.

  

  Business Response

  Date: 08/23/2022

  We are writing in reference to the complaint you filed with the Better Business Bureau.
  
  Over the past several years, Amica experienced a significant increase in loss costs in *****. As a result, after careful consideration, we decided that the dividend will no longer be paid for policies expiring on July 1, 2022, or later. Since all of your policies renewed after July 1, 2022, the dividend was not paid on your expiring policies. As discussed in several recent telephone conversations, this has been a difficult decision to make.
  
  Please feel free to contact our office if you are in need of any further assistance.

  Customer Answer

  Date: 08/23/2022

  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.] Amica sold both dividend and non-dividend policies. Dividend policies had a lower net premium.  I paid all my premiums; I did my part.  I expected Amica to do theirs, that was the commitment.  Amica unilaterally decided during the policy term to back out of their commitment when I had already honored mine.  I can see if they could not offer dividends on renewal policies, but to reneg on the deal that was agreed to is fraudulent.  We've all had a rough few years financially, yet I honored my commitment, I am asking Amica to honor theirs.
  
  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: 08/24/2022

  We are writing in reference to the complaint you filed with the Better Business Bureau.
  
  Amica offers dividend policies in *****. With these we include our Mutual Provisions which states that You shall be entitled to such dividends as may be declared by the board of directors. As stated in our initial reply, the decision was made that the dividend will no longer be paid for policies expiring on July 1, 2022, or later. 
  
  Please feel free to contact our office if you are in need of any further assistance.

  Customer Answer

  Date: 08/27/2022

  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.]

  Please refer back to my previous correspondence. Once again I will re-iterate.  Amica offers lower net priced dividend policies in TX for home, yacht, and umbrella policies and explains such in their offering.  If the dividend policy cost the same as a non-dividend policy why would any customer purchase one?  In my case, I renewed my dividend policies in 2021 with expiration in Aug, Sep, and Oct 2022.  I paid all my premiums as I agreed to, and I expect Amica to honor their commitment to pay the dividend.  Amica made a unilateral decision to cease dividend payments on policies expiring 1 Jull 22 or later.  Amica honored their commitment for policies expiring on 30 Jun 22 or earlier, but they are cheating customers whose policies are expiring after that date.  I can understand not offering dividends at policy renewal, but to change the terms of the agreement mid-term is in my opinion fraud.  Let me explain it another way:  by not providing me the dividend, the policy winds up costing me an additional 5%, 10%, or 20% which Amica informs me after I pay all my premiums.  That is simply not right.  I am seeking Amica to honor their agreement and pay the dividend, I understand going forward if they cannot pay it on my renewal policy due to the current business environment.  I have argued this point with ***************************** at Amica **************** but she simply reads me back the corporate script.  I have been an Amica customer since ****, and since 2017 alone I have paid Amica nearly $29,000 in premiums, and now they are refusing to pay me the ~ $500 in dividends on expiring policies I am entitled to.  I want to be treated the same way customers who had policies expiring before 1 Jul 22 have been treated, nothing more, nothing less.  Said another way, their action in indeed discriminatory against those whose policy terms cease after 1 Jul 22.  Feel free to contact me at ************ if any additional information on this matter is required.
  
  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:08/18/2022

  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 filed a claim with Amica insurance more than four months ago. The claim was about hail damage. More than 90% of my neighborhood homes have already their roofs fixed, but Im still waiting for my insurance to work with the roofing company. im in constant contact with them but ** just getting the runaround.Please help

  

  Business Response

  Date: 08/23/2022

  We have received your complaint submitted to the BBB.  We confirmed hail damage to your roof and issued payment to you for the replacement of your dwelling and detached garage roof. Your contractor disagrees with our estimated cost of repairs to your skylights and has not provided us with their estimate for rest of the roof replacement. We have requested additional information from your contractor to support their estimate, but have not received it to date. We have requested a comparative estimate through Contractor Connection to continue our efforts to reach an agreed price with your chosen contractor.

• Initial Complaint

  Date:08/08/2022

  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.

  Policy 92123824JN Amica failed to provide proper roadside service. Summary: Failed to secure the provider ********* after many miscommunication between Amica and towing company. The initial service requested and confirmed 6:23pm on 7/26 (tue) and service provided at 4:30 am on 7/27. If I did not make multiple phone calls across Amica and towing companies, they would not even notice their failure. I strongly request the compensation. Please find attached PDF containing textmessages and phone record during 2 days of Amica's failure and explanation.

  

  Business Response

  Date: 08/12/2022

  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 7/26/22, we confirmed, and apologize, for the delays and any miscommunications associated with this event. Therefore, as discussed on 8/10/22 with an Amica supervisor, we are pleased to have reached an amicable resolution with you. We appreciate your understanding and will be happy to address any additional questions or concerns you may have.

  Customer Answer

  Date: 08/22/2022

  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. 

   

  I was informed by the Amica's claim department that I will receive $200 compensation check from the Amica's roadside company on Aug 12 and agreed to move on. 

  However, I haven't received any check at this moment and I could not unsure whether Amica honors their offer. As you saw, they promised to send  a towing truck multiple times and their promises were not delivered for almost 10 hours. Therefore, until I have actually received the check, I could not indicate BBB's offer is stettle.d
  

  
  

  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,

  Joohyun

   

   

  

  Business Response

  Date: 08/24/2022

  We have confirmed that the check you referenced had been mailed on 8/14/22, and typically arrives within 7 to 14 days.  Should you not receive this check by 8/29/22, please let us know and we can again look further into its status.

  Customer Answer

  Date: 08/25/2022

  [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,
  
  Joohyun Song