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:12/26/2024

  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.

  On October 3rd Amica told me my payment declined. From this email I learned my policy would be pending cancellation due on 10/28. I was autopay enrolled which led me to believe perhaps the funds were taken a day or two early. On 10/27 I made a payment which would later be declined as well on 10/31. It was on this second declined payment I investigated why my payments kept declining that is where I made the discovery my primary (only) Bank account was compromised with fraudulent activity. Also on 10/31 I received a call from an agent with Amica regarding the declined payment, I informed the agent of my banking dilemma re-assuring her I should have the issue resolved within the incoming weeks and was told that would be fine. Also on 10/31 I received another cancellation notice stating I had until 11/25 to avoid cancellation. On 11/23 I was reassured by my bank I could access my account and go about transactions as I normally would. This was not the case I re-submitted Payment on 11/24. On 12/04 I was notified my payment was declined again. I used my new debit card and transaction was good but my policy would cancel anyway slthough i was emailed canceling would take place on 12/26. Not 12/04. Also Amica did not do their due dilligence in notifying me they would be back dating my cancellation after Emailing me saying I had until 12/26. This could have ended tremendously bad had i been in an accident with my family in the car and we were injured none of our medical coverage would have been covered

  

  Business Response

  Date: 12/30/2024

  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. As previously discussed, our letter issued to you November, ******* indicated, if the payment is returned unpaid, or the payment is cancelled, the policy will be cancelled as of the date indicated in the original cancellation notice and any additional correspondence mailed will not negate this notice if payment is returned. Since the payment was declined, the original cancellation date was upheld.
  
  We appreciate your understanding. Please feel free to contact us at any time if you have any questions.

• Initial Complaint

  Date:12/22/2024

  Type:Customer Service 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 have been going back and forth with a customer service manager ****** ****** *** regarding a simple request. My request was for hard copies of our policy to be mailed as our renewal period will be happening in January. He vehemently refuses to honor a customers request stating that signing up for paperless policy entails we do not receiving anything by paper. I believe this policy is ridiculous and a part of a horrible customer service experience. To my knowledge, I have requested a hardcopy of our policy within the last renewal period and received it by mail (each policy was placed in an Amica envelope) but Mr. *** refuses to honor this stating that he needs evidence to show such a request was made. After going back and forth, on Friday 12/20/24, I expressed my disappointment with his customer service and advised I would escalate further. On 12/21/24, I received a missed call and voicemail from Mr. *** requesting me to give him a call back. There was no specific outcome or purpose regarding his phone call. He just wanted me to call him back to find out. His phone call was not warranted and wasted my time even further. I believe he is playing games as a manager and such a simple request should not have to go this course. He could have simply replied back to my email, instead of calling me on a whim. My form of communication is email and I never requested a phone call. I considered the case closed since Mr. *** was unyielding to my request, yet he had the audacity to call and ask for a call back? The level of customer service coming from ********************** is poor and VERY juvenile. I have made so many requests from other carriers and have been met with positivity and great service. Battling small issues will certainly bring down the face of a decent company. I hope you consider my complaint/concern seriously and consider what is really important when it comes to customer service relations.

  

  Business Response

  Date: 12/27/2024

  We are writing in reference to the complaint you filed with the Better Business Bureau.
  
  As a customer who has opted for paperless policies and the corresponding discount, we want to ensure you receive your policy documents electronically, without any paper.  However, you may request to have printed automobile ID cards sent to you at any time via your ************************** account,without removal of your paperless discount.
  
  We apologize for not providing this information during your recent inquiry and have now mailed your automobile ID Cards to you. We appreciate your business and thank you for bringing this experience to our attention.  We are glad we could work together to better explain the paperless program and accommodate your request.
  
  Please feel free to contact us at any time if you have any questions.

  Customer Answer

  Date: 12/27/2024

  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. 

  Hello,
  I will keep your word for future reference.  In the meantime, please mail the policy cards to the address on file BEFORE the next renewal cycle begins.  I also want an explanation for Amicas manager ****** ****** **** behavior and what will be done about it.  I wasted so much time emailing with ****** and he vehemently denied that the policy was correct.  He even called me when I said I would escalate further.  Did he discriminate against me?  I have never dealt with such a hardheaded manager in my whole life and believe this needs further investigation.  He should be fired for how he handled the situation.  I want further action to be held against ******.  Please advise on ****** and send the paper policy cards asap.
  
  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,

  Una

   

   

  

  Business Response

  Date: 01/08/2025

  We are replying to your follow up request with the Better Business Bureau
  
  Thank you for speaking with us regarding your concerns and for confirming that you have received paper copies of your ID Cards. We appreciate your understanding and your business. Please feel free to contact us at any time if you have additional questions.

  Customer Answer

  Date: 01/08/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  I am not completely satisfied with Amicas response.  Per phone call, there was no explanation for manager Kendras lack of knowledge on mailing hard copy ID cards.  I have been advised that its as simple as going into your account and requesting it, but how did a manager not know this?  Instead he continued to refute me rather than resolve it.  I find this discriminatory towards the customer and will pursue further action.  In addition, ****** called me and left a vague message when I stated further action would be taken. There was no concrete explanation from the company regarding this unprofessional phone call from ******.  He also never followed up with me regarding his call.  I believe Amica needs to fire this individual for their unacceptable and unprofessional behavior.  Wasting a customers valuable time by playing games about a simple policy is unacceptable.  
  
  

• Initial Complaint

  Date:12/18/2024

  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 contacted Amica to cancel an auto and homeowners policy. Amica refused due to them erroneously having my ex-wife on both policy. The home was purchased after the divorce was finalized and is solely in my name. Amica erroneously put my then ex-wife on the policy. I have contacted them twice and given them contact info for my ex. I have also volunteered to provide proof of divorce prior to the home being bought and policy being opened. I have also offered to supply our separation agreement that does not require me to hold my ex on my insurance. Amica refuses to cancel either policy due to their inability to contact my ex- wife of three years.

  

  Business Response

  Date: 12/23/2024

  We are writing in reference to the complaint you filed with the Better Business Bureau.
  
  Thank you for speaking with us regarding your concerns.  As discussed, we will now be canceling your policies as requested and apologize for our error. We appreciate your understanding and your business.  Please feel free to contact us at any time if you have any questions.

  Customer Answer

  Date: 12/23/2024

  [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:12/01/2024

  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.

  Have had home and auto insurance with amica for several years. Today i got a letter telling me i no longer have homeowners ins with them because of the appraised value of my home i never got a call, a letter or an email warning. They offer no option to discuss this i am elderly disabled and dont feel i was treated fairly. They should have given me the decency of a way to rectify the situation before cancelling me. Really bad business. I want to fix this and they owe me an option.

  

  Business Response

  Date: 12/05/2024

  We are writing with respect to the complaint you filed with the Better Business Bureau.
  
  We are sorry you feel we did not provide the opportunity for you to discuss your homeowners coverage before taking renewal action and that we were unable to connect via telephone to discuss your concerns expressed in this complaint.  Our records reflect that in 2023, we discussed and confirmed, in writing, our concerns with your coverage amount.  Also,after failed attempts to discuss with you via telephone in September of 2024,we sent an e-mail and a letter advising of our need to connect about your coverage.
  
  As you are aware,  coverage is in effect through December 28, 2024. If you wish to insure for an amount sufficient for your home and continue coverage with Amica, please do not hesitate to contact us. 
  
  Please feel free to contact us if you have any questions.

  Customer Answer

  Date: 12/14/2024

  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:11/22/2024

  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 MUTUAL INSURANCE reneged on mold remediation, my lodging, the evacuation and lodging of my beloved pet. The mold infestation occurred on September 27, *********************************************************** whole. My 2 attachments detail the complaint and the cost of the work which needs to be performed. I am 77 years old and am subsisting on a military widow's pension and disability. I have recently undergone 2 spinal surgeries and as soon as I recover from these 2 spinal procedures, I must undergo a 3rd, lumbar, spine surgery. The mold infestation was caused by a flood on September 27th. I reported it instantaneously to AMICA. They were well aware of the October 30th date of my surgeries yet they inhumanely, aggressively started trying to make me approve a paltry sum representing a fraction of what mold remediation would cost. The mold made me violently ill and I had to leave the house to stay with neighbors I'd never met, seen, or even heard of after I put an ad in my neighborhood forum. My respiratory reaction to the mold was such that I almost couldn't undergo the surgery. Please, please help. I have researched the many federal and state statutes which Amica is in violation of in my case.

  

  Business Response

  Date: 11/27/2024

  The insureds HO3 Policy only provides coverage for mold due to accidental discharge or overflow of water or steam which is hidden within the walls or ceilings or beneath the floors or above the ceilings of a structure. The insureds refrigerator supply line leaked and we are covering the ensuing water damage. The visible mold found on the hardwood flooring/drywall behind and under the refrigerator does not meet the definition of hidden as noted above. In addition to the ensuing water damage we are providing coverage for the personal property pack out charges to facilitate reepairs to the affected hardwood floor.
  
  Coverage is not afforded for mold remediation, damaged personal property or the insureds pets, animals, etc. While we agreed to pay for lodging while we investigated the loss our investigation is now complete.Any additional lodging costs are associated with the non-covered mold.

• Initial Complaint

  Date:11/14/2024

  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.

  We are appealing Amica Insurances denial of our roof replacement claim for our home at **************************************************************. As long-term policyholders for 8-9 years, we have consistently maintained our home and insurance without lapses. Independent roofing assessments confirmed damage, but Amicas inspectors attributed it to a construction error nearly 20 years ago, overlooking substantial evidence and contractor photos. Given our responsible homeownership and the prolonged exposure to weather, we believe this denial is unfair and request reconsideration for the necessary roof repairs. Over the past year, weve been dealing with rainwater leakage in the attic, where weve had to use a bucket to collect the water. Please look at the attached word document for detail explanation.

  

  Business Response

  Date: 11/19/2024

  Loss was reported by the insured and insureds contractor on August 30, 2024 for a date of loss of January 9, 2024.Upon inspection of the home we were unable to confirm storm related damages. A licensed engineer inspected and confirmed no hail or wind damage to roof reports were provided to the insured. As there was no storm related damage to the roof, we advised the insured that there is no coverage for repair or replacement of the roof.

  Customer Answer

  Date: 11/20/2024

  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 am very sad to get the response from AMICA insurance on the decline of our roof replacement.

  Our area frequently experiences severe storms with wind speeds exceeding 40 miles per hour, causing significant wear on roofing structures. From June 2023 to May 2024, ******* recorded 24 high-wind events exceeding 35 mph, contradicting AMICAs insurance companys response of "no verifiable wind damage." Independent contractors confirmed wind-induced damage has compromised the shingles, leading to water infiltration.
  AMICA insurance report acknowledges hail damage at two heat vent locations but overlooks its role as a potential entry point for water leakage. Contractors have verified that this hail damage correlates with attic water intrusion, further substantiating the roofs compromised integrity and the need for replacement.
  As original owners of the home, built in 2006, we confirm no repairs or maintenance have been conducted on the roof, refuting AMICAs assertion of damage from installation or routine maintenance (more than 18 years age house). Additionally, the lack of an initial inspection leaves AMICA insurance company without a baseline for their assertions. The roofs deterioration is due to exposure to severe winds and hail, as supported by contractor assessments.
  Blistering alone does not explain the damage. Severe winds have visibly eroded the shingles, as shown by granular loss near water drainage areas, indicating shingle breakdown. This is not a manufacturing defect but the result of prolonged wind exposure, which has weakened the roofing materials and increased their susceptibility to leaks.
  Weather data (I have included in my complaint) and contractor evaluations demonstrate that wind and hail have significantly compromised the roofs integrity, necessitating replacement. Similar roof replacements in the neighborhood, often covered by insurance, highlight the susceptibility of our area to weather-related damage. These homes, built by the same builder between 2006 and 2007, share the same age and construction standards, supporting the claim that external weather conditions have caused widespread degradation.
  This pattern of damage underscores the urgency for roof replacement to prevent further deterioration and protect our property.
  
  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: 12/03/2024

  To date, the insured has reported two claims for wind and/or hail damage to the roof. The first claim was reported on April 18, 2024 and the second claim was reported on August 30, 2024. We had an engineer inspect the roof and no wind or hail damage was found to the roof. The roof is original to the property making it approximately 18 years old (constructed in 2006). Since there is no covered wind or hail damage to the roof, we are unable to provide coverage to repair or replace the roof.

• Initial Complaint

  Date:11/07/2024

  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 refused to correct wrongfully reported information about the reason for my past claim. They have reported on this information and other insurers are trying to cancel my policies because they misreported claim information and refuse to take the action to fix it.

  

  Business Response

  Date: 11/08/2024

  We have reviewed the complaint submitted to the BBB by our policyholder.  The reported claim information has been updated and we have notified the policyholder accordingly.

• Initial Complaint

  Date:11/02/2024

  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 was quoted in writing one price for my bundled home at 5:37 PM on August 7 2023. Within one hour I responded and said I was ready to move forward. The sales *** was very eager to chat on the phone to walk me through the set-up process in order to get the sale but conveniently left out the fact that the rates he quoted me were OLD and NOT VALID ANYMORE. I am a salesperson and consider this to be LYING. LYING by omission is still LYING. When manager called me to try to resolve the issue, I was told nothing could be done because their rates had increased and I signed for the higher rates. ***** is either incompetent (because why does the sales *** even have access to old rates in the system) or liars.

  

  Business Response

  Date: 11/06/2024

  We are writing in reference to the complaint you filed with the Better Business Bureau.
  
  We appreciate you discussing your concerns with us on November 5, 2024.  As noted, in 2023, you were quoted two different policy types and chose the more comprehensive policy that resulted in a higher premium than the standard policy.  If you wish to make any changes to your policy or coverages moving forward, please let us know.
  
  Thank you. 

• Initial Complaint

  Date:10/30/2024

  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.

  Last November/Dec 2023 I signed paperwork to proceed with obtaining a life insurance policy from Amica agent ****** Coogans. I scheduled required bloodwork-done at my home in Dec2023. Amica provided no follow up on my bloodwork-nothing-pretended that they knew nothing had no information. After pressing agent for weeks agent asked me further questions about my age and work status-which was not a concern before. Im retired livin a pension. Agent danced around my age and income being an issue(btw-I was already a policy holder with them for 17yr.) Amica never provided details as to why I was not given information results of my blood work or what status was. As a result of back forth for months on blood work status, I missed 1 premium pay on existing policy Amica dropped my policy without notice. I believe that I was blatantly discriminated against and scammed. How can a company come to your home take blood and provide consumer with no information. After dropping my 17yr policy I was told that could reply for reinstatement-blood work may be required Again.

  

  Business Response

  Date: 11/05/2024

  Thank you for reaching out to us.
  
  Weve reviewed your account and spoke with our vendor in regards to the bloodwork they had drawn. They noted the medical examiner had resigned and the blood sample was discarded after 90 days without being tested,and the vendor had sent notices about this and apologized for the inconvenience.
  
  We attempted to contact our insured about their lapse in coverage due to nonpayment and sent two notices by mail in April 2024. We have sent a reinstatement application and have yet to hear back. We are welcome to working with our insured further to help resolve this. 

  Customer Answer

  Date: 11/05/2024

  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. 

  Your response indicates that vendor provided notification that bloodwork was discarded and never tested. This is false-period. Nothing was mailed, emailed to me indicating such. Nothing. Please provide copies.

  
  I contracted with Amica for services -no letter indicating that bloodwork was lost was ever sent to me.  I called and emailed multiple times-which I have record of-amica pretended to have no information on my bloodwork (from what they are saying they did.)

  No notification received about dropping my policy. I made payments for *******- paid bills. No cancellation letter received-nothing. Aside from no paper cancellation, nothing sent via portal or my email. Way to treat a long standing customer, clearly the opposite of ********************** brand.

   

  [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: 11/08/2024

  Amica life would be happy to furnish our insured with copies of our written correspondence.  We do not send lapse notifications via email.  To date, we have been unable to obtain a copy of the correspondence sent by our vendor. 

• Initial Complaint

  Date:10/28/2024

  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.

  My mortgage lender overpaid my annual home insurance premium out of my escrowed impound account by $316 on October 3, 2024. The check for my annual home insurance premium for $2,163 was mailed to Amica on October 3, 2024. Amica claims it was received by them on October 15. The check was negotiated by Amica on October 17, 2024. Since that time, Amica has failed and refused to refund the $316 overpaid by my mortgage lender out of my escrowed mortgage funds. I have called and emailed Amica a number of times to retrieve these funds and have been lied to and told the funds were mailed out to me several times by Amica representatives. This past Sunday morning I received a ***** voicemail from yet another Amica representative stating that the funds would not be going out to me until November 1, 2024 and beyond that, it was up to the post office to get the funds to me. This was a direct contradiction of what I had been told by previous Amica representatives. No reasons have ever been given, and indeed there are no legal reasons, for Amica to stall in the return of my money other than Amica's enjoyment of the use of my money to which it has no legal claim. I am a 74-year-old, disabled cancer patient who lives on Social Security so I must count every ***** to survive. Amica's behavior in this instance--the obfuscation, the lies, the blind bureaucracy--are truly beyond the pale and Amica should be held responsible for its shoddy and disrespectful behavior towards its own insured.

  

  Business Response

  Date: 10/30/2024

  We are writing in reference to the complaint you filed with the Better Business Bureau. We appreciate you taking our call and understand you wish for us to advise on the matter through this complaint.
  
  Review of your account has revealed ********************** received a payment for your renewal policy, in check form,from your mortgage company on October 15, 2024. Due to a policy change made by you on October 3, 2024, the payment received was more than the total premium. This triggered an overpayment which is to be mailed to you October 30, 2024.Please note it is our practice to place a hold on overpayment refunds to ensure the payment is successfully processed and does not return unpaid for any reason.  
  
  Please rest assured that we had no intention of withholding your funds and apologize if this has caused frustration. We apologize the refund was not more timely and welcome you to contact us if we can offer any further assistance.

  Customer Answer

  Date: 10/30/2024

  The overpayment check made by my mortgage lender was made with my escrowed funds.  The check was negotiated by Amica on October 17, 2024.  Amica enjoyed the use of my funds from October ***************************************************************************************** that they did not belong to Amica.  Amica's representatives repeatedly lied to me in stating that a refund check had in fact already gone out to me.  And then yet another Amica representative contradicted the previous lies and told me a refund was being held until November 1, nearly two weeks longer than it had a right to, to satisfy Amica's unstated and illegal reasons for holding on to funds that didn't belong to it.  This unethical practice is simply legally known as conversion and it is ugly when it is practiced against an insurance company's own insureds.  The remedy to this situation was to overnight those long overdue funds to me.  I received a telephone call from yet another Amica representative telling me he was going to do me a favor and finally release my refund check "early"--on October 30--I told him he needed to overnight that check.  He refused and said he couldn't do that.  What a swell guy.  Amica, because of the BBB complaint, was finally going to release my funds to me two days earlier than it had planned, but Amica was too cheap to overnight the funds to me forcing me to wait another several weeks for the return of my money.

  After reviewing many of the previous complaints made against Amica to the BBB and the Department of Insurance, I am just grateful this dispute was not over a claim.  This is not a good insurance company.  If I weren't 74 and very ill with cancer, I would have fired them when they raised my home insurance premium 40% this year or when it took them three months last year to correctly credit my annual insurance premium to my account.  My mortgage lender paid the annual premium in full and the incompetent accounting department couldn't credit the payment to my account and ended up cancelling my home insurance coverage despite my many phone calls to tell them the premium had been paid in full.  It took a several long conversations with an adult named **** in the ****** office to finally straighten out the mess.  He was the only individual at Amica I have ever communicated with who appeared to be an experienced adult who was able to solve a problem and was able to follow through with an issue.  At Amica there are too many very young, incompetent people (read low-paid and untrained) who don't know what they're doing.  There's no streamlining of the bureaucracy, so you end up talking to ten different people and getting ten different answers.  This is a terrible way to run a business and it offends consumers.

  [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: 11/08/2024

  We are writing in reference to the rebuttal you filed with the Better Business Bureau.
  
  We are sorry to hear you feel the way you do, as we strive to provide the best customer service experience to all of our insureds. As we noted when we spoke October 29th and in our initial reply, the return premium check was mailed to you October 30th after ensuring the payment made by your mortgage company, received October 15th, was not returned unpaid for any reason.  
  
  We apologize for not being able to expedite your refund overnight. We're working on ways to enhance our flexibility in the future, including introducing digital refund options to speed up processing times and remove the need for mailing.

  
  If you have not yet received the check or wish to discuss further please contact us. 

  Customer Answer

  Date: 11/12/2024

  [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 Amica and have determined that although Amica without regard to ethical business practices (its representatives repeatedly lied to me) and its insured's (my) interests in this instance (it withheld funds to which it had no legal right), I did finally receive payment of the $316 in funds Amica withheld from me for approximately three weeks.  The entire series of events has left a sour taste in my mouth for Amica and its merry band of young, untrained and incompetent employees which I will share with everyone I know. 
  
  Regards,
  
  ******* *****