Andrew's complaint:
March 09, 2012

Insurance Company: Mercury Insurance Group
Coverage Type: Auto/Boat/Motorcycle

• Claim Handling - Denial of Claim
• Marketing & Sales - Misrepresentation
• General - I feel abused by this company

I recently submitted a claim to Mercury Insurance under my Homeowner's policy. Policy is not based on exclusions, rather inclusions, and a very improbable and specific list at that. While my personal property may be covered during spontaneous combustion, airplane crash, or lightning strike, falling off a truck is not an acceptable condition, unless I get in a car accident in the process. Moreover, they would not assign my case to a different claims adjuster even after I made a complaint to the supervisor. This is a two-fold issue, unreasonable exclusion of coverage plus poor customer service.

The manager, Gary, was very diplomatic and tried to explain the coverage exclusion, but refused to understand that I am also upset at the way this was handled by the claims adjuster and his supervisor. Before any of this they tried to tell me that I had no policy in force, even though I had a copy of it in my hand, paid in full for the year. Regardless of whether this claim is eventually paid, Mercury has lost a customer for Home and Auto insurance.

I was hit from behind by their driver. It left me with no job and 30 grand of medical bills. His policy is 25 thousand dollars max and the car alone was damaged for 12 thousand dollars. They won't pay and have been dragging it out. They ruined my credit and my career and won't do anything but offer 11 thousand dollars. That would leave me with losses near 70 thousand dollars when all is done. I didn't do anything wrong and he admits he hit me.

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