Mercury Auto Insurance: Are Refunds Being Issued?

Mercury Insurance is an insurance company that offers auto, home, and business insurance. The company has received mixed reviews, with some customers praising its customer service and low rates, while others have complained about issues with insurance claims processing. During the COVID-19 pandemic, Mercury Insurance gave back up to 15% of monthly auto insurance premiums to its customers due to altered driving patterns and fewer accidents and claims. The company also offers various discount opportunities and add-on coverage options to its customers.

Mercury Insurance's COVID-19 Customer Giveback Program

Mercury Insurance has introduced a Customer Giveback Program to help its customers during the COVID-19 pandemic. The company recognizes that the crisis has altered driving patterns, resulting in fewer accidents and claims. As a result, Mercury Insurance is giving back up to 15% of monthly auto insurance premiums to its customers. The Giveback timeframe varies by state, with California customers receiving a 10% giveback beginning June 1, 2020. The giveback program also includes 10% of monthly business auto premiums and 15% of select commercial multi-peril policy monthly premiums.

Customers do not need to contact Mercury or their agent to receive the giveback. It will be automatically applied to the customer's policy if qualified. The credit will be applied to the next payment due or any outstanding balance on the policy. If a customer's policy is paid in full, a refund will be issued in the form of a check or to a credit card on file.

Mercury Insurance is also supporting frontline healthcare workers during the COVID-19 pandemic. The company has partnered with the California Medical Association on a new initiative, Care 4 Caregivers Now, which provides emotional wellness support and coaching to healthcare workers.

Mercury Insurance's Customer Service

Mercury Insurance has received mixed reviews for its customer service. While some customers have praised the company's customer service and low rates, others have complained about issues with the claims process. Positive reviews often mention responsive, knowledgeable customer support representatives, while negative feedback reports difficulty in contacting the company.

During the COVID-19 pandemic, Mercury Insurance gave back a percentage of premiums paid in various lines of business, including 15% of monthly personal auto insurance premiums, 10% of monthly business auto premiums, and 15% of select commercial multi-peril policy monthly premiums. This was due to the fact that there were fewer accidents and claims during the pandemic. Customers did not need to contact Mercury or their agent to receive this refund, as it was automatically applied to their policy.

Mercury Insurance offers a wide range of discount opportunities to make coverage more affordable, including multi-policy, multi-car, anti-theft feature, good driver, and good student discounts.

Mercury Insurance is available in 11 states: Arizona, California, Florida, Georgia, Illinois, Nevada, New Jersey, New York, Oklahoma, Texas, and Virginia.

The company provides various types of insurance, including business auto insurance, homeowners insurance, and mechanical breakdown insurance.

Customers can file a claim 24 hours a day, seven days a week, by calling Mercury's claims hotline or through their automated digital experience.

Mercury Insurance's Claims Handling

Mercury Insurance offers a range of insurance products, including auto, homeowners, and business insurance. They provide several ways to file a claim, including a 24/7 claims hotline, virtual inspections, digital communications, and in-person inspections.

During the COVID-19 pandemic, Mercury Insurance implemented a Customer Giveback Program, offering a refund of up to 15% of monthly auto insurance premiums due to reduced driving and fewer accidents. This program was active during different time periods depending on the state, with varying refund amounts.

While Mercury Insurance has received positive reviews for its customer service and affordable rates, especially in California, there have also been complaints regarding issues with the claims process. Some customers have reported delays, communication problems, and difficulties in resolving claims.

To improve their claims handling process, Mercury Insurance could consider the following:

• Enhancing communication with adjustors and examiners to ensure timely responses and avoid delays.
• Providing clear and consistent information to customers about the status of their claims and expected timelines for resolution.
• Establishing standard procedures to handle cases when the insured party is non-responsive during the claims investigation.
• Offering multiple options for rental car services during the repair process to avoid inconveniencing customers.
• Regularly reviewing and streamlining their claims process to identify areas where efficiency can be improved and customer satisfaction can be increased.

Mercury Insurance's Pros and Cons

Mercury Insurance has been in the business since 1962 and has millions of customers who trust it for providing affordable and quality coverage for their home and auto insurance needs. Mercury Insurance is also rated as one of the best insurance companies in the industry by its customers and some of the most trusted names in home and auto insurance and customer satisfaction.

Pros

Mercury Insurance offers a wide range of insurance products, including:

• Auto Insurance: Mercury offers basic auto insurance coverage options, including rental car coverage and roadside assistance. They also offer rideshare insurance for those who drive for services like Uber or Lyft.
• Home Insurance: Mercury's homeowners insurance includes dwelling protection, personal property coverage, extended replacement cost, additional living expenses, personal liability protection, and guest medical protection.
• Other Insurance: Mercury also offers renters, condo, business, and umbrella insurance.
• Discounts: Mercury offers a wide range of discounts, including for anti-theft features, annual vehicle mileage, teen driver school grades, bundling policies, good driving record, and more.
• Mobile App: Mercury has a well-rated mobile app that allows customers to access their ID cards, manage policies, make payments, and call for roadside assistance.
• Customer Service: Mercury has a 24/7 claims hotline and provides virtual inspections, digital communications, and in-person inspections by staff when necessary.

Cons

Mercury Insurance has limited availability and is currently only available in 11 states: Arizona, California, Florida, Georgia, Illinois, Nevada, New Jersey, New York, Oklahoma, Texas, and Virginia.

Mercury Insurance also has limited customization options for auto policies. While they offer basic coverage options, there are few opportunities to customize and add additional coverage options.

Additionally, Mercury Insurance has low customer satisfaction ratings. Their sample annual rate of $2,929 is 80% higher than the national average, so it may not be the most affordable option for some customers.

Mercury Insurance's Customer Reviews

Mercury Insurance has been in the business since 1962, and millions of customers have trusted it for affordable and quality coverage for their homes and automobiles. The company has received the following awards:

• Forbes — 2022 Best Insurance Companies
• Forbes — 2020 Best Employers for Women
• Forbes — 2017-2019 America’s Best Mid-Size Employers
• Forbes — Seven-time receipt of America’s Most Trustworthy Financial Companies
• J.D. Power U.S. 2021 Insurance Digital Experience Study — #1 in Customer Satisfaction: Digital Insurance Shopping Experience
• Insure.com — 2017-2021 Top Insurance Companies in the U.S.

Mercury Insurance offers standard auto policies with basic coverage options such as liability, collision, comprehensive, medical payments, personal injury, and uninsured/underinsured motorist. The company also provides several discount options and rideshare coverage.

However, Mercury Insurance is only available in 11 states: Arizona, California, Florida, Georgia, Illinois, Nevada, New Jersey, New York, Oklahoma, Texas, and Virginia. Claims can only be filed by phone, and there is no option to purchase a policy or file a claim through the company's website.

> "I have been with Mercury Insurance Company for over 40 years. The last time I received a renewal notice I decided to see if I could get a better price. I checked with Auto Club, AAA, and a few other companies, and none of them could beat Mercury's pricing."

> "I was rear ended by a driver insured by Mercury Insurance. Called them to file a claim and never heard back. The representative Cathy R. never answers her phone. Car has been damaged for 2 weeks. They are taking their sweet time ignoring claims."

> "I would not recommend this company to my anyone. I had a claim for hail damage to my roof and was made to feel like a liar by this company. The adjuster had his mind made up to deny my claim before he even did the inspection on my roof. I will never have auto or home insurance with this company again, by far the worst I have dealt with."

> "I was hit by another driver over a month ago. The other insurance accepted responsibility 100%. I have had nothing but issues in getting everything taken care of from finding a shop to take my car in, to getting the repairs done, to renting a vehicle. I am now without a vehicle, as it has been over the 30 days since the accident and Mercury not only cannot help me with extending my rental, even though they would get it back from the other company, but I was told I had to call the other driver's insurance company to get reimbursed for the extra I had to pay out of my own pocket to get a vehicle comparable to what I have."

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