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:10/24/2024

  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.

  I have been with Amica Insurance for many years, probably close to a decade. Until they just called me I was not aware that they had increased my rates almost 30% last September with no notification. The company told me that they did not notify me because they were not required to. I feel like I have been robbed, and they will do absolutely nothing to decrease my rate outside of decreasing my coverage. I have had no incidents or accidents in many years, so how they could increase my rates like this without even notifying me is completely unethical. I deserve more than telling me that they didnt notify me because they didnt have to, this is not an okay way to operate business when many of your customers are on autopay. Also, apparently my credit card that was on auto pay has expired so instead of notifying me of this, they decided to send me a policy cancellation notice. I will be disputing my charges with my credit card for this unethical business.

  

  Business Response

  Date: 10/30/2024

  We are writing in reference to the complaint you filed with the Better Business Bureau.
  
  Thank you for taking the time to discuss your concerns, and bringing this matter to our attention. We apologize for the incorrect information given to you during your call with our representative and the frustration it has caused. As mentioned, the renewal policy included a rate increase notice, and notices were emailed monthly advising of the automatic payment withdrawal amount. We apologize for the inconvenience of the delayed notification regarding the payment declining. We look forward to continuing to serve you and welcome your call with any further questions.
  
  Thank you for discussing. 

• Initial Complaint

  Date:10/24/2024

  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.

  Was in a accident in a parking lot. It was definitely other drivers fault. Amica refused to do anything including getting footage from the business who has cameras. Forced me to take a 50 50 fault. Then raised my insurance rates and left me with a damaged car.

  

  Business Response

  Date: 10/30/2024

  Thank you for notifying us of your concerns. Upon receiving notice of this complaint, we have reviewed the handling of the relevant claim file.   This loss occurred on September 20, 2024, in the ********* parking lot on ***************** in **********, ***  Both our insured and the claimant were backing at the time of the loss when the collision occurred.There was a question as to whether the claimant had begun to move forward or was stationary at the time of impact.  The was no police report.  We did conduct a canvas for possible video of the loss via our vendor, Street Delivery.  We were unsuccessful in securing any video footage.  The point of impact to both vehicles supports a 50/50 settlement as we concluded that both vehicle were backing at the same time and filed to notice the other.
  
  The insured did not wish to pursue a claim for his vehicle damages indicating that his vehicle had prior damage due to a previous loss and they did not feel any additional damage was caused by this loss.
  
  If you need anything further or have any questions,please let us know.

  Customer Answer

  Date: 10/30/2024

  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,

  *******

  Our vehicle was stopped at time of impact. There was 2 people in vehicle at the time of impact driver and myself as passenger. We both agree our vehicle was stopped. And driver of other vehicle was on the phone which is illegal at time of impact.

   

  

  Business Response

  Date: 11/07/2024

  With no independent witnesses or a police report, our liability decision was made based on the statements we obtained from both our insured operator and the claimant operator.  The points of impact to both vehicles also supports a 50/50 settlement.
  
  If you have any questions or need anything further, please let us know.

• Initial Complaint

  Date:10/15/2024

  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.

  On 8-8-23 @ 5:30 am, part of my dens ceiling was on the floor. I phoned Amicas 800#, spoke to CSR ***** *. & was told to file a claim online, & I did. Later that morning, Supervisor **** phoned to apologize; said ***** P should have transferred me to him immediately. ****** ******* emails @ 9:04 advising she is my adjuster. This is how my very 1st Amica Home Repair claim started, & how it progressively got worse. Fast forward to 11-6-23: While in my kitchen, a gecko darted out from damaged area scaring ****** almost fell trying to get away! I phoned Amica; ALE was approved, I moved into hotel reserved by Home Link 11-8-23 & am still at said hotel on 10-14-24. On 8-9-24, @ 10:19 AM; ****** ******** phoned me to renege on his promise on 8-4-24; We are going to take care of youwe have funds to help our insureds for just that purpose when ALE expires. After a 3:19 p.m. urgent email to **** **** (& after 2 previous unanswered phone calls to him), *** **** took turns berating, talking over me and ridiculing my attempts to converse with me in a staccato sequence. I finally managed to ask for his ************* said I am it, I all there is for this region, I then said You are the regional director? He replied There is no one else to talk to. We disconnected; Almost in tears, I called Amica customer service & was given ******** Richardsons phone number. I phoned her & emailed her immediately. She emailed me @ 9:10 AM & said she will call me later that afternoon. When I did not hear from her by 3 PM, I phoned ****************** on ************ advised me to call *.********** & call them back & tell them what was the result. Upon speaking with her, she was an awesome listener, apologized for Shaws actions but told me that if she had my claim initially, she would never have approved ALE and that my repairs should have been completed in 2 months, tops. The ******* of Aging told me to call BBB & file a claim.

  

  Business Response

  Date: 10/15/2024

  We appreciate the opportunity to address the concerns raised regarding the insureds claim filed with Amica on August 8, 2023. After a thorough review, we confirm that our handling of the claim has been timely and in accordance with our established policies.
  
  Regrettably, our insured has exhausted the limits of her loss of use coverage. Consequently, we are unable to consider any additional living expenses beyond this policy limit. For customer service purposes, we have agreed to absorb the policy deductible for incurred additional living expenses beyond her loss of use coverage.

  Customer Answer

  Date: 10/15/2024

  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.

  
  I do not accept the handling of my claim for the following reasons: The response time by the ****************************** has been filled with long drags in between my submission of aid needing Amica's Management approval and Amica's responding to my or the hired contractors (2 of which are from Amica's own web page under ***************** partner Contractor Connection)  The treatment I have received by Amica's ******************* has not consistently represented this message from Amica's CEO; "To deliver on this promise, we hold ourselves and each other to the highest moral standards. We do whats right, operate with the utmost integrity and always take the high road. We ethically fulfill our commitment to our customers by ensuring we offer proper coverage to protect the things they love, and we validate the trust they place in us by exceeding their expectations when they need us most.
  Protecting the important parts of our customers lives is a responsibility we take seriously. You can trust that well listen carefully to you, provide sound advice and recommendations based on your unique needs, and do everything we can to assist you when you need us. This has been the essence of who we are for more than 100 years and it always will be.
  ****** ********** III
  President and Chief Executive Officer 

  My request is that Amica Corporate provide me a detailed, written record of Why it took so long for ******************************** to restore my home to its pre-loss condition, for myself to return to a safe and habitable home, and for me to continue to live my life according to my standards. I want a detailed accounting for all delays caused by Amica's Atlanta Property Claims business process applied to my claim for each day that my ALE was used up & wasted, causing me undue stress and being at their mercy.  I again request that those exhausted ALE funds be restored to my policy so that it can be utilized for my continued inability to return to my home that has been restored to its pre-loss condition.  Also; All Restorations-a Contractor Connection Vendor, has issued a cancellation Twice. And yet Amica has told me that Amica has nothing to do with that company-it is just a 'suggestion' for our customers. This has been said to me by ********, **** and ********** who serve as Supervisor, Manager and Senior Manager.  I look forward to receiving the report that I requested from you.

  Thank you and best regards.

  ********

  FAQ
   

   

   

   

  

  Business Response

  Date: 10/18/2024

  Thank you for your response posted 10/17/2024.Unfortunately, our position remains unchanged. After a thorough review of our file, we have concluded that the claim was handled appropriately and in accordance with our established policies. The coverage limit for Additional Living Expenses has been reached and we cannot provide further assistance beyond what the policy coverage limit affords. Again, we have agreed to waive the policy deductible due to additional living expenses incurred beyond the loss of use coverage.

• Initial Complaint

  Date:10/14/2024

  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 want to report I attempted to obtain a Homeowners Policy quote from a member of their staff in ***************** I want them to know right off the bat she was haughty and indifferent. I advised there may be certain items of confidential information I may not wish to divulge, such as the name of my existing carrier, to which she demanded in a very snippy manner, that they require every question they ask, be answered; or they would not give a quote. When I proceeded to thank her for her time, she had already disconnected me. The company should check the record of my call and then send this employee back to HR customer relations training, or terminate her as this type of behavior is unacceptable to the public wishing to do business with AMICA.

  

  Business Response

  Date: 10/22/2024

  We are writing about the complaint you filed with the Better Business Bureau.
  
  We are sorry to hear about the experience you received when you contacted us. We reached out and left you a message on 10/18/24. As indicated, we have reviewed the conversation from your initial call and have addressed your concerns with the representative you spoke with.  
  
  Thank you for your feedback and please let us know if we can be if any assistance in the future. 

  Customer Answer

  Date: 10/22/2024

  [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:10/11/2024

  Type:Customer Service 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 disagree on a billing issue. That i been calling about since I had this policy. An they keep telling different things. Mangers are rude when talking to you

  

  Business Response

  Date: 10/17/2024

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

  Thank you
  for speaking to us on October 15, 2024 and clarifying your concerns.  It
  is our understanding the issue is with the renewal premium as opposed to a
  billing issue, as stated in the complaint.  As discussed, there are many
  factors that go into rating homeowner policies, including the renters/contents
  policy.
  

  Based on our review of your policy, the renewal premium is correct and the
  increase is due coverage changes you elected to make, as well as a NC
  statewide rate increase. If you would like to discuss further or make any
  changes to your policy coverages or payment plan, please contact us.

  Customer Answer

  Date: 10/17/2024

  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 # 22411456. 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,
  

  Michael

  
  

  
  
  

   

  
  

   

• Initial Complaint

  Date:10/09/2024

  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.

  After dealing with this company, I understand why some folks just get a lawyer and dont even try to talk to them. My child (21) was hit in the side at an intersection by their insured on 8/24. We called to ***ort it and start the process, at which time they said, our insured is ***orting that you hit them. We offered pictures and video of the cars to show it wasnt possible and their claims *** ***** want them. They insisted it was our fault. We paid for the police ***ort and sent it to them to show how the accident occurred, They denied our claim. Not sure how you properly investigate a claim when you dont want any of the evidence. I thought the company would act in an ethical manner and actually truly investigate our claim but they do not.We appealed the decision and they denied again. We obtained dash cam footage from the police car that happened to be at the intersection during the accident that showed their insured was at fault and hit our vehicle in the side. All of this evidence could easily have been collected by their claim *** who clearly was not trying to investigate but rather protect the company. They finally accepted liability on October 7th.For more than 6 weeks my kid hasnt had a car and it has been sitting in our driveway, undrivable.Yesterday they told us the car was totaled (not a surprise) but it was only worth $4509 (2009 ***** Accord) because thats the **** A car you cannot find anywhere for less than $7k. A car my kid owes $5912 on because they bought it like 8 months ago. They also would not cover any of the other concerns, like our alternate transportation for the over 6 week delay, and all the time and money spent gathering evidence to prove fault (police ***orts arent free). What about making us whole? Our kid who did nothing wrong will still owe $1400 on a car they no longer have because someone hit them and this insurance company refuses to act with integrity.This is why people hate insurance companies.

  

  Business Response

  Date: 10/15/2024

  Thank you for alerting us of your concerns. We responded to information as it was made available for our review. Thank you for your patience. We understand this matter is approaching conclusion. Thank you for working with us to resolve this matter amicably. 

• Initial Complaint

  Date:09/05/2024

  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.

  I was the victim of a hit run driver insured by AMICA, I purchased my vehicle in March ******************************************************************** my depreciated value , Amica went from $450-$950 on loss of value. This is unacceptable, my 2020 ********** Jetta has lost a minimum of $1960 value from this wreck , at no fault of mine , it even took two weeks to get the woman's insurance info. Amica Claim ***********

  

  Business Response

  Date: 09/11/2024

  Thank you for bringing this matter to our attention. This complaint stems from a disagreement on an offer made for his vehicles diminished value. We are continuing our conversations with this individual in an effort to come to an agreeable resolution.

• Initial Complaint

  Date:08/28/2024

  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 refusing to issue homeowners insurance on a 8 year old roof. Demanding an inspection that I must pay for for no reason.

  

  Business Response

  Date: 09/05/2024

  We are writing in reference to the complaint you filed with the Better Business Bureau.
  
  We understand your concerns regarding the roof inspection request for your home. Please know that we are not refusing to issue coverage for your home. However, given the year of construction, and you have not carried insurance on the home for some time, it is important for us to ensure that the roof and overall structure are in adequate condition before making an offer.
  
  Please give us a call if you wish to discuss this matter further. 

  Customer Answer

  Date: 09/05/2024

  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. 

  I'm not responsible for the date the home was built . I sent proof that the roof was replaced in 2017 it's an 8-year-old new roof. I'm being penalized because of the app I am required to use to show them the exterior condition of the house. Plus I have to pay to have a roofing inspection on a roof that doesn't need one.

  The company has inspectors they can send thats all that will be needed is one look at the roof and this objection will be gone.

  I have been very patient trying to work with customer service at ********************** since around the beginning of the year on this.

  The companies should send their own inspector out the customer should not have to pay to get homeowners insurance.
  
  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: 09/12/2024

  We are writing in reference to your follow up request with the Better Business Bureau.

  
  As communicated, based on initial information obtained during the application process for insuring your home, we determined one of our requirements is a roof inspection. This, and other underwriting requirements are necessary to better understand the risk associated with insuring a property. Amica employees do not conduct home inspections and vendors we use for home inspections do not access, or specialize in, roofs.  
  If you would like to continue the Homeowners application process or have any additional questions, please feel free to contact us. 

• Initial Complaint

  Date:08/07/2024

  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.

  I had amica insurance last year the only problem I had was my insurance came due on the same month as my payroll taxes. I talked to a gentleman about changing the due date month he said he couldn't do that. I asked him if I could get a monthly payment for one month then cancel and get a new policy bi yearly after the month and he said I could. I talked to a different agent today because my renters policy wasn't set up along with the auto for some reason and she told me they can't do that and the other person was wrong and improperly trained.

  

  Business Response

  Date: 08/15/2024

  We are writing in reference to the complaint you filed with the Better Business Bureau.
  
  Thank you for bringing this matter to our attention and we apologize for the frustration this has caused.We appreciate you taking the time to further discuss your concerns with us.Please let us know if we can offer any further assistance.

• Initial Complaint

  Date:08/05/2024

  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.

  In 2022 our homeowners policy estimated close to 3400 per year, in 2023 it jumped to 5905 per year with the excuse that building material costs more and therefore it would cost more to rebuild your house, now in 2024 it jumped yet again to 6717 per year and no prices haven't increased since last year as a matter of fact they've leveled off or went down! So basically we've doubled our insurance per year cost in a matter of 2 years, there is something VERY wrong here. We don't have flood insurance just homeowners. Our homeowners costs more per year than anything else we have other than our mortgage we cannot afford this. I've spoken to several neighbors in our subdivision nobody pays more than 4900 per year no matter which company. Amica is robbing us blind! We are on a fixed income, military retired and have disability. We cannot afford this and are risking loosing our home.

  

  Business Response

  Date: 08/13/2024

  Thank you for speaking to us regarding the comments you submitted to the Better Business Bureau.  We are glad to see you elected to make some policy changes to help positively impact your homeowners premium following our discussion and review.  We appreciate your business and look forward to working closely with you for many years to come. Should you need further assistance, please do not hesitate to contact us.