Mercury Auto Insurance

This review deals with the lack of professionalism and stalling tactics of Mercury to repair my vehicle when damaged by a Mercury insurer. Nine phone calls, 3 weeks later and NOT a single return call. Even the person who hit me is puzzled and frustrated with the lack of response. They are NOT returning his phone calls either.

I was initially impressed that I received a letter 2 days after the incident. I called the Mercury CA Claims number, 714-671-6700, X27831 but it always goes straight to voicemail. I then have to press "0" to connect to a Customer Service Rep and request the agent's supervisor. Having read the reviews here, I am requesting a check rather than use Mercury's repair shops. Who wants to do business with an unresponsive company?

Unresponsive and unprofessional agent, adjustor and supervisor. When I mentioned the problems with the repairs not being completed they completely ignored my concerns. It was not until after 3 weeks of trying to get the repairs done and being totally frustrated with dealing with the company that I notified them that I was going to the Better Business Bureau and Insurance Commission, that they agreed to have the adjustor look at the car to see if the repairs had been done correctly.

I have never had an accident up until a couple of months ago. When I filed my claim, the insurance adjuster was acting like I was trying to commit fraud. Keep in mind this was my first accident ever in my life. Immediately, Mercury Auto Insurance did not want to help me out. They said that they would not cover me for the accident. They had said that my work's insurance was responsible because I was on the clock. The only problem was that I was driving my own vehicle. So now neither Mercury nor my work's insurance would help me out. Mercury only called me once in the whole 2 months of this ordeal. On the same day that I received a check for the damages from the responsible party's insurance, I also received a letter from Mercury. The letter said that the accident was still under investigation for who was at fault. The funny thing was that I was holding a check from another insurance company for the damages. Today I received a call from Mercury saying that they were going to jack up my rate another $40. This is after they jacked up my rate $60 when I renewed my policy for no reason at all. I had no tickets or accidents. Before I got off the phone with the person from Mercury, they said that if I didn't have proof of the damages being repaired within a couple of weeks, they are going to cancel my policy. I told them that I was planning on getting the damages fixed in a month when I didn't need my car for work. They didn't care.

I have had Mercury Auto Insurance for the last 5 years, and no other insurance company can come within even $150 of the semi-annual premiums I pay. I have been lucky enough to have not had any accidents during this time, so I never have made a claim against them. However, I know some friends who said the claims process after an accident was very slow, and that it took months instead of weeks to have their auto's repaired due to Mercury's refusal to authorize the repairs because of the high repair cost.

In summary, if you are an excellent driver, then this insurance is for you, but be careful if you are someone who has accidents on a more frequent basis.