I have a high degree of confidence that both your restoration company and your field inspector get incentives from Mercury to deny claims and avoid payouts in cases where damage has been incurred by your customers. It's unacceptable that our claim wasn't approved and paid out as it should have been based on the water damage and burst pipe under the crawlspace in our bathroom. We have cancelled all 3 of our insurance policies with Mercury (2 auto and 1 home owner's) because of the terrible customer service experience we've had. I will change this review if they can follow up professionally. I would say that their diligence in managing my policy as well as their response in resolving this issue is below normal expectations. And the renewal has to occur through PG (I can't make the change directly). I've spent the last 2 days trying to get in touch with a policy genius rep unsuccessfully so far. The only reason I'm aware of the lapse in coverage is because the DMV notified me of a fine I have to pay for letting my insurance lapse. Which means myself and my family has been driving without insurance during that time. Neither Mercury or PG notified me of the decline and my auto insurance was canceled without notice about 3 weeks ago. The auto policy was up for renewal this fall and apparently my card on file was declined. I switched to shopping for insurance via PG when I bought a new home in Spring 2021. I have (or had) my home and auto bundled with Mercury Insurance Group for over a year now, via Policy Genius (PG). They let my insurance lapse without notice and now aren't taking action I would highly dissuade anyone from using Mercury insurance. Didn't the adjustor have any sense to easily look at the photos to compare the accident and see that it was the same bumper, same car, and all the details were the same? Now in order to settle, I need to go to civil court and hire a lawyer so that I could get the car repaired and the rental car reimbursed. Teh adjuster said the repair was not the same repair from the accident. Mercury came out and inspected the car and denied the request. While at the German auto body shop, the quote came out to $4500. Note that this was all during Covid when I needed to take care of my elderly parents who are close to 80 years old and the body shops and rental cars require much preplanning since they don't accept walkins. I proceeded to the BMW dealer and received a recommendation to use BMW certified body shops. Immediate concerns arose from the repair shop's quality and that that is recommended by Mercury. That body show didn't look under the bumper or anywhere they underquoted the repair after taking less than a minute to see the car and take ~5 pictures. When I drove the car to the repair shop that Mercury recommended, the adjuster at the body shop quote ~$2K for repairs. Over several calls with Mercury, Mercury agreed to pay for the damages. The police came and completed their report. My car was hit on the back bumper on the freeway while my car was stopped. I have never had such a terrible experience with an insurance carrier as much as I have had with Mercury.
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