I have been a Mercury customer since I was 16 years old. They were prompt, thorough, and very fast... Our payout settlement was more than we expected. That made a huge difference in the ability to upgrade to a nicer replacement vehicle... read more

I had a run in with a deer on my way home the other night. Did some serious damage to my vehicle. Mercury promptly provided an estimate from the pictures I sent. They worked with the body shop directly during the repairs. Mercury arranged for a rental car at a convenient location. I would highly recommend Mercury for vehicle insurance. read more

We had water damage and and Mercury Insurance took action right away. Ron Jeffreys made this stressful situation run smooth. We're very happy. Thank you. read more

It's hard to rate insurance because everyone hopes to not have to use it. Crystal, our claims rep was so patient and explained everything that was going to happen every step of the way. We have both our house and car insurance with Mercury. Customer service is so important when dealing with stressful situations. read more

I have had Mercury for years, with reasonable service. Nothing great, but they at least did what they were supposed to do. Claims were paid, agents were reasonably professional. Have a claim now for someone who smashed into my parked car and left a note admitting guilt. It has been almost two months of back and forth to get Mercury to take care of this. Everyone I talk with (after endlessly being put on hold) seems barely literate. Like McDonald's level intelligence. They are constantly giving me the runaround about everything. They don't respond, they give me conflicting information, they tell me I have to go to a certain dealer, they make me start over from scratch. First, they told me to go to the repair shop and have them do an estimate. I did this. No response. Then they said that wasn't valid. One of their agents must go to the shop to do the estimate. Well, why didn't you tell me that? OK, let's set that up the agent visiting. That doesn't work out. Now it changes to, "you have to do a self estimate." So I go on some web page and have to fill things out and take photos. Send it in. No response except more automated AI requests that make no sense. I finally get in touch with them and they say I have to take photos of the car. "I already did." "Well, you used the web-based portal. You have to use the app." Why didn't you tell me that the first time? So now I have to download some app, then go out and take even more photos. I kept jumping through all these hoops. Over and over. Then the line of communication would go dead. I would get automated requests to "complete your estimate," probably from some AI nonsense thing that we all now have to suffer with. I have little confidence this car will ever get fixed unless I pay for it myself. I should add that a month earlier, they sent me a letter saying I would have my policy dropped because "another person" was living at my address and might be "illegally driving the car." Who was this "other person?" My 80-year-old mom, who has dementia and is in assisted living 200 miles from here, and hasn't driven a car in a decade. Whatever AI nonsense they are using to "catch people" can't figure this out? I then had to call in and explain this. Absolute 100% nightmare. I can see why they have 1 and a half stars. Once this latest incident is taken care of, I will be getting rid of them and buying some other insurance. I'm sure it won't be great either, but nothing could be this bad. read more

Received prompt, efficient, friendly service . The agents answered all my questions and concerns in a timely manner. I was updated with information that pertained to my claim.Overall I was satisfied with the outcome. read more

Very professional, efficient and prompt from start to finish, great communication and user friendly process

Hi recommend , good prices and good cervise and deductibles negotiable. The chipws insurance i could get on orange County ​

My mercury agent was excellent. it was my first experience with a major claim. He was always available to answer questions, had patience to explain everything, made sure everything went smoothly and on time. Made what would have been very traumatic, easy and fast. Thank you. read more

Took care of me every step of the way in a caring and compassionate way. Would not have gotten through this without them.

The company representatives were professional, efficient and most helpful. They explained everything that I needed clarification on. They were prompt. I appreciated their assistance in the whole process. read more

I have seen good customer service and bad customer service in my lifetime, and I can say without a doubt that the underwriting department for auto at Mercury in Brea, CA, is absolutely the WORST organization I have ever dealt with, including the DMV. The underwriting department at Mercury makes the DMV look like a world-class operation, but we all know it is not. I have had a request for insurance for a month! Underwriting had two simple questions that they wanted to know: Does my daughter live with me? Uh, no, she's in her 30s and has a daughter. Am I going to use the car for Uber activity? Again, uh, no. Didn't you read the information and photos sent? You can see that both cars get driven at most 200-300 miles per month. No accidents, no tickets. So those questions were answered seven days ago. I called AIS (sub of Mercury), and they told me they could not do anything as they had to wait for Mercury. There is no one to call to ask, inquire, or see the status. This is the LAMEST excuse for Mercury. The underwriting department sits around for most of the day and checks in and out, but they DO NOT care about the customer. The leadership team should scrutinize this dept as I could NEVER recommend Mercury for anything. They act like the Mafia: we will get to you when we feel like it. Just terrible! read more

The main advantage of Mercury is price, but if you need to make a claim, you get less than what you pay for. First, they said they would would cover my repair without a deductible, then changed their mind despite no additional evidence that I was at fault (my car was parked in a lot). I had to drive my car to see their adjuster whose estimate was conveniently just below my deductible despite estimates from 2 repair shops that were significantly higher. The claims adjuster was difficult to reach. They then foisted me off to the other guy's insurer to make a claim with them. read more

They get my review deleted somehow because they're not happy. As if there aren't enough bad reviews already. So I'll say it again. Ricardo Espinal, Appraisal Specialist - Total Loss Unit is a dangerous man. He enjoys pushing people to their breaking point. And when you disclose mental health issues, he pursues to issue incorrect payment/paperwork, to tip you over the edge. These delay tactics you people use ... shameful shameful shameful. read more

Horrific customer service with incompetent workers who do not have the best interest of their clients in mind. Because of their incompetence, we were caused great emotional and financial distress. read more

After almost 30 years, Mercury is trying to nickel and dime me as I move to another carrier. That, and the one time I DID file a claim, Mercury sided with the person that hit me. I had to prove ON MY OWN that the o ther driver was at fault. Run away from these people. read more

I have been with Mercury for almost 20 years but not for much longer. I purchased a used car and added it to my insurance, going through the process of telling them about my wife's commute and intended use of the car. Mercury emailed me this morning, threatening to cancel my policy because I had not given that information. So I called and gave the same information again and they told me that my premium would go up significantly. I feel like I'm being mugged. Both Mercury and AIS' "customer service" could not care less. For all I know, they'll do the same thing tomorrow: lie and say I provided no information and then threaten to cancel the policy if I don't pay more. It's thuggish and shameful. read more

Update: Despite Mercurys almost immediate outreach to my yelp review, they continue to fight us at every step of the way and will not honor my policy in the entirety of the contractual amount. They care more about appeasing yelp reviews than providing assistance to victims of one of the largest natural disasters in our country's history. I've been forced to find a lawyer and will see this through. PLEASE DO NOT EVER USE MERCURY. If they won't help Palisades fire victims, they won't help you. But they'll take your monthly premium check.....SCAM read more

I had Mercury House Insurance since 2018 and cost me $989.00 now it's $3898.12 !! The last 2 years it went up $2k . They get u with a low price 1st year and then increase every year....stay away from this company read more

Mercury is terrible im a small business and my insurance from Mercury skyrocketed to 3900 a month unsustainable I've been a costumer for over 20 years I found insurance for 1900 hundred a month for my small business and Mercury sent me a bill for 2200 hundred fir canceling I will fill a complaint with the states insurance commission read more

Ive had such a horrible experience with mercury , there amount of customer service and responsiveness is little to none, they fail to reach out to you on matters and do not hold to there word . Please beware , this insurance company does not care about you !! read more

very helpful and honest people.my claim was handled easily and professionally.I will highly recommend mercury insurance to my family and friends. read more

unlike my previous experience with other insurance company, this was much faster, much kinder, and i was guided thru at all times. my adjuster ruth estrada, was a nice person, explaining me patiently and making sure i fully understood. thank you so much mercury insurance. it was a pleasure. read more

What a disappointing experience I've had with mercury. Driving to work one morning a rock flew into my windshield. The crack spiderwebbed its way across my entire glass and obstructed driving view. I called mercury and they recommended their preferred auto glass vendor, All Star Glass. They beat the quotes I had gotten from other places so I decided to give them my business. Up until this point everything was smooth and fine. I was kicking myself for going with the $1000 deductible, but that wasn't mercury's fault. The preferred vendors tech shows up and replaces my window with an aftermarket window. However the window was so cheap that the features on my car like lane keep assist and collision avoidance were not able to be properly calibrated. Additionally, the heads up display that projects my speed on the window was very blurry and actually strained my eyes to look at. The tech said he would need to get a different glass and come back, which he did. However he didn't replace the glass and instead tried to recalibrate the previous one. I complained that things were not correct and he said there wasn't much else he could do since it was aftermarket. I told him that I would like to request an OEM part, and this is where the real fun started. After making a call he came and told me they needed to get approval through Mercury. I said okay, figuring they wouldn't have a problem with it since I was already paying for the VAST majority of this repair out of pocket. Few days later I get a call from the glass shop stating Mercury DENIED MY CLAIM on the grounds my vehicle is "too old" to receive an OEM part. My car is a 2020. I plan on keeping this car for at least another 5 years, and they're telling me they can't justify paying the remaining amount for a proper repair of my car. I called mercury to dispute and long story short I was basically told to suck it up and deal with it, that Mercury wasn't going to be able to help in any way if I wanted an OEM part because my vehicle "qualified" for an aftermarket part. That's their fancy way of saying my car isn't worth it to them to repair properly even though I pay a lot of money every month for a situation just like this. So I withdrew my claim and canceled my policy since they were unwilling to help and am paying the full out of pocket cost for a proper repair, which is only about $200 more than the original quote I was already paying out of pocket for. Mercury would have only needed to pay a little less than $200. Truly unbelievable. TL;DR I've canceled my policy with Mercury because they do not value their customers enough to properly fix their customers cars. read more

excellent customer service. the young lady that I was dealing with was knowledgeable and extremely helpful

They are simply terrible. The claims rep (Veronica S) is either incompetent or was trained to act stupid. I called and left her various messages, not once did she return one of my calls. The accident happened 9/6. I called her and left voice mails on 9/14, 9/18, and on 9/19 the person I spoke to said she would send Veronica a message and cc her supervisor. I clearly stated we had an appointment at the collision center on 9/27 and I had been advised there that Mercury liked to be present. I went out of my way to coordinate things, only for the day to arrive and Veronica to claim she had no record of anything and that she had just received the CHP report that day. The report was finalized on 9/14. Because they didn't show up, we had to do additional work on our end. Take photos, send them to them, tow the truck back and forth. Since they are paying, they seem to be going out of their way to make things difficult and frustrating for the other party. I would take them court and make them pay for medical bills out of spite, but it was my dad that was in the accident, and having to translate and gain access to medical info would just be a nightmare. Just not worth the headache. I will keep this in mind and never use them for insurance purposes. One is not asking for them to be kind or nice but treat one with basic respect and professionalism. 10/3/23: Update I have been dealing with three reps. On 9/28, I received a text asking for multiple additional photos. As another reviewer mentioned, you end up doing their job. Now, I was handed over to another person. Left her a VM yesterday and another one this morning, pleading to get this wrapped up. Mind you, I did them a favor by towing the truck to my house instead of leaving it at the body shop, where they would have incurred a daily fee. Big mistake, I should have left it there and they would have had a reason to get this taken care of on a timely fashion. read more

0/5 STARS. Our AC broke during excessive heatwave over the weekend and couldn't get it replaced until a few days later. Our thermostat was reading 98 degrees in our home so we've been staying at a hotel. We filed a claim because we can't live in our home during the heatwave as it's not safe, especially with a 1-year-old and a 2-year-old. They told us that our home is in fact still livable but our situation is just an inconvenience and that our insurance couldn't do anything for us, not even reimburse us for our hotel stay at the very least! They are a scam. read more

Just had another useless call with their adjusters so I'm going to write out the entire timeline of events with them. They are terrible. Update with timeline: 1/5 Kenda Knapp - our first adjuster. We reported the damage and the claim was started. 1/5 Servpro was called to come inspect the damages. Due to rain throughout the week & weekend they weren't able to come out until the following week. Week of 1/9 - 1/15 - Servpro came out to inspect the damage. Provided Mercury with report. Mercury field adjuster came out to inspect the damages. 1/19 - emailed Kenda. Autoresponse saying out of office. Forwarded email to her 'back up' no responses. 1/23 - 1/27 - random call from a new adjuster (forgot name) that said he's just put in charge of the case and is reviewing notes and will get back to us in a few days (never did) 2/9 received an email from mercury regarding payment. They issued a payment hoping I would accept and move on. Payment amount, ~$1,810 (deductible $1k, check for $810) 2/14 - emailed the representative on the email approving the claim, Kalada Dubose, to discuss supplemental claims because that amount wasn't going to cover the damages. 2/16 - a third party (non mercury approved) contractor came out to give a quote on the repairs. Signed papers to have them take over the job and contact mercury regarding supplemental claims. Between 2/16 - 3/28 we weren't able to contact anyone. The contractor and myself weren't able to get a hold of Colivito. Trying to speak with anyone else at their call center just went back to "You have to speak to Colivito, he's the one in charge of your case." I was desperate enough to reach out to the insurance agency that sold me the policies (Partner Agency) and they tried to reach out to them on our behalf. During this period, my wife filed a claim with the California department of insurance. This seems to have lit a fire on their behinds. 4/5 First contact with new adjuster, Ross Green, more back and forth. They would not approve the estimate the 3rd party contractor quoted to do the repairs at $3340 and thus asked us to use one of their approved vendors. They claimed their system to look up approved vendors was down and thus had us reach out to Servpro again. 4/19 Servpro came out to give another estimate based on the current situation of the room/damages. Note- Servpro was only to do the demolition side. How they explained it is that they only handle the mitigation/removal side of things and their other department, recon, will handle the repairs. 4/21 Servpro revises the estimates / Mercury approves the quote and work can finally begin. (Cost to demo - $5200 + $1400 asbestos/lead testing) 4/24 - 4/28 work begins 5/2 - demo team is done. Now waiting for Servpro recon team to come out for estimates 5/9 - Servpro recon team comes for estimates 5/12 - Servpro estimates sent to Mercury. Sometime during the demo phase, we end up with a new adjuster, Ron, handling our case. 5/16 - called Mercury/Ron for status update. Told by him that the estimate is being reviewed by Supplemental department and to check back Friday/following Monday. 5/22 - called again to follow up... told to call back Thurs/Friday. So since 1/6, we've had no use of our master bedroom and bathroom. Mercury reps are nonchalantly telling us to keep calling back for updates like there's no urgency. I would think that our room would have been restored and things back to normal had they approved the quote prior, but for whatever reason, they want to keep dragging this out. read more

Horrible customer service, Been with Mercury for over 25 years. Needed help for a family member. Said I needed permission from the family and then I wanted a question answered for myself which would not conflict with the confidentiality and the Manager just said "good bye" then just hung up. His tone was rude I felt. Time to search a new source I guess. read more

Terrible insurance worst costumer care. Involved in a sand storm and wouldn't cover damage said it was wear and tear. They will make every excuse not to cover your damage. Not costumer friendly or understanding. Worst people to deal with regarding car insurance read more

They have the worst roadside service. Called several times for service, takes a long time for them to find a tow company and when they do it takes an hour or 2 arrival time. Better off sticking to AAA. They need a better, faster, user friendly roadside service than what they currently have. It is the worst experience, have to argue to get hold of aanager to get some results. read more

This company is TRASH! Always increasing rates for the fun of it, customer service never knows how to do their job, very incompetent. They even charge a $10 fee just for paying your monthly bill. Thats $120 dollars a year in fees alone for just paying your monthly bill. I want all my money back if they get sued! I pray for the downfall of this tacky place. I hope a class action lawsuit comes to fruition on this horrible company. Taking advantage of the most vulnerable car insurers-makes me sick to my stomach! read more

They do not help you with a claim even if you the others drivers information and evidence you were not at fault. If you want to be ignored , this is the company for you. They need better and more service dedicated claims adjusters. read more

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I have been a member of Mercury, switched by my agent for better rates. I had two policies, when the credit card was switched, Mercury only switched 1 policy and did not tell us the other one was not switched, causing it to be canceled. Mercury called the wrong number and as a result, when we needed to use the policy, it had been canceled a few weeks earlier. Needless to say, this has caused extreme emotional and financial distress as I have been insurance premiums for many years without using it. Mercury did not contact the insurer with cancellation and said they called. It was the wrong person and when we left a message with the agent, they never returned our call. Unprofessional and unworthy. Caused many problems for us. read more

I'm have been a customer for several years and have nothing but distain for their lack of customer loyalty or customer inconvenience to charging their customers for changes to their coverage. $50 whenever there is a change is ridiculous. Mercury has terrible customer service and does whatever they can to not provide the best coverage and pricing. Understandable that the market continues to increase but not for the betterment of the customer. read more

Mercury Auto Insurance's "no grace policy" put me in a very dangerous and deceitful bind. Having been an on time payee and loyal customer, I was shocked to receive via Us Mail, my returned renewal check with a short note that my auto insurance was CANCELLED. No phone call, no email..So dangerous . Unbelieveable callous disregard for the safety of loyal customer. I had been driving car for over 10 days with no auto insurance. I pay all my bills utilizing Bill Pay administered by my Credit Union. Mind you, I have been paying my monthly Mercury auto insurance bill & policy renewals by this method for years. I have never had a late bill payment for any of my many accounts and Iover 60 years have never had a policy CANCELLED. My call to Mercury resulted in being advised the policy was cancelled because it was late (1 day late) caused because for some reason, the Credit Union had sent a mailed check from my checking account instead of bank to bank internet payment. There was no acceptable reason for any other remedy for Mercury except to rewrite the same policy, same coverage for almost $400.00 more.What a greedy, predatory company ! Of course I would not do business with such a dishonest bunch of crooks. Mercury actually did me a favor, I ended up getting same coverage for lot less than my original Mercury rate. So much for loyalty, my advice is to shop around and cross Mercury Auto Insurance off your list of reputable companies read more

They are very kind, honest and helpful looking for the best option to cover all your necessities in a insurance

Terrible service. They fixed the car in one of their "authorized body shops," which said they could do the work. At the end of the day, the job was done poorly; the car wasn't safe to drive, flashing errors. Completely do not care about the safety of their customers. read more

Worse insurance company. Been with them for 25 years and they've collected with no problems but now they are finding every excuse to cancel my insurance unless I get a new roof. Horrible company. Won't ever fight for you. Only collects, never support. read more

I had a horrible experience with my claims adjuster Kamila Hawkins and my renters insurance policy. Recently when the heavy rains came in it created massive leaks flooding and water damage to come in from the exterior wall of my apartment. Creating a few thousand dollars worth of damages to an expensive sneaker collection and various high end electronics and computers. From the start Kamila was always rude and her tone was very demeaning. I submitted all required documents videos, pictures and forms she requested. The heavy rains were considered state emergency. I was allotted a certain time period to submit all damages and forms. I was still working on sending more information in regarding damages and Kamila closed out my claim without having anyone come to access the damages to my belongings. She is very unprofessional and I am currently seeking legal action against Mercury. read more