What a nightmare of an experience dealing with this company. Even my personal injury lawyer of 40 years has said "IDIOTS, incompetent people who have no idea what they are doing". It's been 7 months since our accident and they still have not accepted a 100% liability acceptance. In addition they don't believe how long the car was at the repair shop to pay me the appropriate days for a rental. They said the shop took to long to repair car. YES, it was Covid, and if you recall we have a parts delay and shortage. I even showed them proof of when my own insurance company went to the body shop for updated estimates. This shows mercury insurance does not even believe what Statefarm did. They don't give out phone numbers, they don't give out emails, they are hesitant to give out managers names, they won't give me the phone number to the office of the president or ceo. Please for the love of god, don't buy any insurance from Mercury. That's all I ask from anyone who reads this. read more

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Working with Shannon Rudder was a game changer. I have had Mercury Insurance for over 20 years. My insurance policy had recently tripled. I called to speak to my actual agent and they passed me off to Shannon Rudder. I had been shopping around as I knew my policy was going to expire. I was not going to pay a high premium as I have an excellent history. If it was not for Shannon, this Mercury die hard was leaving. She took the time and answered my questions, provided guidance and negotiated on my behalf. I am grateful for Shannon's expertise and support. If it were not for Shannon I would no longer be a customer with Mercury Insurance. She secured the best rate. THANK YOU SHANNON FOR ALL YOUR HELP AND ASSISTANCE!!! MERCURY YOU HAVE A GEM HERE. read more

I hated Mercury when I was a client! I always had the worst claims people. I had to move to State farm! Now dealing with them again after i had the worst claims adjuster, Tameika Jarmon is terrible. She is taking the longest and requested I do her job and send her police report and other information that she was supposed to get. Awful. Then she got an attitude and says she still needs to discuss with her insuree who mind you the police found at fault) and it's been over a month! I have no idea why State Farm told me to go through Mercury but damn this place does not do well with people and no one wants to do their job Update 12/1/22: heard back asap after this post from a supervisor Grateful for the help! miss Johnson gave me a call asap that it was miraculously resolved. Hate that it had to come to this but glad supervisors took this serious enough. I'd give the supervisor 5 stars for contact and professionalism. read more

Recently I got charge twice for the same month on my policy due to "technical error". I contacted mercury and they just gave me the run around. They say to contact my bank and my bank say to contact them. As of now, I still haven't seen my money refunded back. read more

I've had Mercury Insurance for 14 years, and fortunately I haven't needed to make any claims. Price wise they have a competitive edge, but unfortunately you have to deal with third party agents who are hit and miss when you need customer support. Similarly, Mercury customer isn't much better of an experience. My most recent customer experience with Mercury's customer service wasn't very pleasant. I called to gain access to renewal documents I hadn't received in the mail and were also not available to download and review on their website. I know I hadn't received them in the mail, because I have USPS Informed delivery and receive a scan of every piece of mail coming the next day. I needed to review them for changes and coverage details that they indicated had occurred in a renewal e-mail Mercury had sent me asking for money. The tone and attitude of their customer service person felt very unwelcoming as though I were pestering them. They asked me why I hadn't called my agent, saying "You know you can call your agent for assistance", and I was about to respond to say my agent hadn't been returning my calls, they cut me off and continued to lecture about dealing with my agent. After providing my policy number and then address, I was told it couldn't be found, then they correctly repeated back the address I had given them and unapologetically disregarded that they had entered it wrong. Earlier in the year, Mercury apparently had told my agent that if my home were vacant for over 30 days, Mercury would cancel my coverage. I talked with an attorney who works for me who suggested that was not true. I later talked with a friend who is a 14 year veteran at Farmers Insurance who also stated that was not allowed under California law for an active and paid up policy. Mercury needs to improve in these areas. 1. Make sure policy renewals are mailed out in a timely fashion 2. Provide better customer service training and etiquette training to your customer service staff 3. Fix your online member documents and policies pages so the documents and policies for all policies are available 4. Try to act as though you like your customers, even if you have to fake it. 5. Do not blame the USPS or your customers or take an accusatory tone with your customers as though they are retarded, nor respond in a snotty tone. If a customer tells you that they didn't receive the documents then believe them. (Some of your customers have USPS scanned documents service which e-mails a scan of every single piece of mail the USPS processes, at least a day before it arrives in the mailbox. A digital record with the date it was received by the USPS, date it was processed, date it would of been delivered and a photo image of what is coming is available in that customers account history.) 6. Teach your customer service representative to always be polite, especially when a customer is polite to them. (Some of your customers are experienced verbal ninja's to the highest caliber of maximum verbosity) 7. Own up and take responsibility for your failures read more

Not even one Stars but ZERO To day I spend about almost 1 hour on the phone to cancel my car insurance Policy [ since I don't have a car any more ] with 2 different agent one was nice She give some Email to try to cancel I did sent it ,Having he proof that the mail did go through as on Mercury site where they send me my invoice the answer was they never received any They would have to refund me for 10 days Now they will send the paper work by poste so by that time I won't be able to get the refund may be they thing Seniors will let it go but not me read more

I am having a auto policy with mercury insurance group., I provided odometer readings for my cars thrice in the period of last three years, this should be enough for mercury to calculate the estimated miles driven properly and rate my policy accordingly. But they calculate higher estimated miles to drive for the last two terms, when I contacted my agent (Landmark Insurance Agency, Cerritos) - there were giving me different eta for (2-3 weeks) to (4-6 weeks for the updates) to reflect. I received a letter from mercury stating that the odometer details have been updated and there is no change to estimated miles!!! When I inquired to my insurance agent - I received a rude response - "All changes with Mercury are taking 4-6 weeks to be processed. You are more than welcome to contact the Dept of Insurance and/or Mercury's Customer Relations Dept and/or cancel your policy and purchase coverage through another Carrier." So, you tell me Mercury - what should I do - I do not find a proper channel to reach your customer service department - (From your website - Customer service - For general questions not related to your policy or coverage call Customer Service.) - is this a problem that could have been resolved effectively between agent and mercury or customer and mercury or doi and mercury., I will wait to hear from you before taking the long process What good is Mercury or Landmark Insurance (yelp review written on them as well)! read more

My car was hit and run on the parking lot of the AAA office, when I was inside of the AAA office. Witness shared with me her contact information and pictures of the driving away responsible car. AAA office manager offered her help to get video from the security cameras. My insurance agent suggested to submit claim with Mercury. I did. The responsible party happened to be insured also with Mercury. After two month of doing nothing Mercury informed me that I still have to pay for fixing my car. They never contacted the witnesses, and I guess that video from security cameras doesn't exist anymore. My claim number is CAPA-02550056. I'm with Mercury for many years and I have HO policy with them also. This is the first time I submitted the claim and I'm very disappointed with their performance. I'm working for insurance company myself and in our rules is not only sell policies, but also protect our insured. read more

I canceled my policy because I found more affordable policy with someone else. Coverage was better for the same price. They've continued taking my money every month even though I canceled months ago. Thieves!!! Will file a complaint with the Insurance Commission. Received a notice of cancellation which is funny because I sent a signed cancellation notice mid October but continued to take my money until Dec 24. Now that I am asking for my money to be returned I get a cancellation notice on 1/3/23. Are you guys trying to keep my money??? Sure looks like it in writing. Sent my policy number. read more

I moved my auto and home insurance to Mercury about 6 months ago and I just received a notification from the DMV that they will suspend my registration due to lack of proof of insurance. I contacted my broker and they said that Mercury is so busy with new business they haven't had time to provide notification to the DMV of my coverage. Really? How difficult is it to tell the DMV that you issued me insurance that it take months to do?? I think Mercury needs to focus more on servicing the customers they have and not ignoring their obligations, due to "to much new business". read more

I have just concluded business with this company from a car accident that their insured party caused. My experience was that they were professional, friendly, quick to respond, and paid out a very fair full loss on my car and some injury damages. A special thank you to Ana in the injury department and Cromwell in the total loss department. A++++++++++++++ read more

Absolutely the worst insurance company I have ever dealt with. I had an auto policy with them for 15 years. Backed into someone in a parking lot and they immediately doubled my rate. Then had the underwriters ask me the same questions about 5 times over 3 months when I tried to insure a new car. Terrible customer service. Avoid them like the plague! read more

I had a terrible experience using Mercury Insurance Company. Insurance fraud. I would not recommend becoming their customer. I had two claims, one was for damage on the front bumper and the other was for damage on the back bumper. I drove my car to an independent auto repair shop for an estimate. The adjuster piled the two claims together. In addition, he added in some very expensive additions that my car doesn't include. (For example, a backup camera. My car does not have a backup camera!) The overly inflated estimate for one claim on the back bumper was 10,000.00. Incompetence or fraud? Mercury decided that my perfectly suitable car was "a total loss," and started bullying me to sign the title over to them. I didn't. In the end, I had to drop both claims and fixed my car myself. I will be buying insurance through a different company in the future, and searching for the right attorney. In addition, Mercury still won't compensate the shop for their labor. If there is a class action lawsuit against Mercury, I would sign up immediately. read more

Bait snd switch. Gave me a fair price for auto and home owners insurance then raised my prices and forced me to do a $4600 upgrade on my house circuit breakers. Claimed that my truck was driving over 25,000 per year when I've only driven 52,000 miles in 4 1/2 years. Well Mercury insurance I'm issuing you a non-renewal notice. Crooks! read more

I would give no stars if I could! They are the worst and I'm going back to AAA which actually cares about their customers. You've been warned!! The adjuster Anthony Dipaolo yelled at me and hung up the phone on me!! So sad there is no customer service !! read more

Avoid this insurance company at all costs. Unfortunately, they had a good low price tag and I bit. They are hard to get in contact with and will delay your claim until the deny it. Seriously, I suggested this business to Yelp to create this page so I could review them and warn you. STAY AWAY!! read more

Bunch of scammers This company is charging my insurance $6k for a simple scratch damage. Just some bunch of scammers. read more

I've contacted manager Heather multiple times about the increase of my policy, I want to speak to her manager to see if absolutely anything can be done. & I am really upset that my review was taken down because the issue isn't resolved and there is something mercury can do. I've been a customer for over 15 years. read more

Company will not stand by you. Don't use auto payment they will cancel you at the very second, then you have to get a new policy, of course, at higher rates. Hard to deal with. One star is too many. read more

I think it's fine for companies to contact you and try to make amends via Yelp.Normally it shows that they care. But some companies (usual bigger one), they have social media reps. who contact you as a PR strategy so people might think that they actually care. Mercury is in this category. I got their message, responded to them with the info they needed, then, nothing. I e-mailed them again to see what's going on and they kept going with the same speech they gave me for a while. Basically a whole lot of nothing. They didn't review my case or anything. Because they'd have to spend money if they admit their driver's mistake. Why would they wanna do that? Well, fine, but don't contact me of you don't want to really help. Because I've been around this block for a long time now. It's just wasting my time! This company is dreadful and people who work for them have no conscience. Don't know how they sleep at night! Stay away from them! read more

Mercury Insurance Claims If you get Rebecca Amsden for a home claim, get someone else! She never answers her phone, and she might call you back in 2-3 weeks!! She has no sense of urgency. She is the Worst person I have ever worked with, and I have worked with many people in different trades. She is the worst! I do not normally give people a bd review, but she she deserves this one. I am surprised Mercury has kept her employed. read more

Beware beware Do not attempt buy home owner's insurance from Mercury. They will take your money then cancel you without notice. I live in flat land non flooded area and their excuse to me was because I am in flood zone and my house is over 50 years old Bottom line they want take your money and are bailing out of California like other insurance companies Beware beware read more

Mercury canceled me after one missed payment. I have had them for 40 years. I got covid and missed a payment. I received a notice in the mail and immediately went to pay. They wouldn't accept, so I contacted my insurance carrier, Apollo, at Kinecta FCU. They said they don't give a reason why. They just cancel. I put up with their increasing rates for years. Loyalty. THATS NOT IN THEIR TERMINOLOGY. Went to Farmers where I was welcomed with open arms. #×!@ Mercury read more

I am not one who likes to write complaints but given what has happened with this company, I am unfortunately compelled to do so. I gave Mercury a 1-star rating - but if could give below a zero I would. This company is without a doubt the absolute worst insurance company I have ever dealt with and what they have done is appalling and inexcusable. I switched to State Farm back in December 2023 and Mercury subsequently reported a lapse in my car registrations to NY State DMV and causing me considerable grief. I have solid proof of payment and can prove coverage, but DMV can do nothing until Mercury clears it up, which they are declining to do, which blows my mind. And I am shocked at the attitudes of their staff and the content of the correspondence regarding my valid concerns about this matter. This is forcing me to pursue recourse, something I do not have time for but am compelled to unfortunately do. Their responses to correspondence and being prevailed upon to clear this up have been nothing short of dismissive and outrageous. My advice - do business with any other insurance company on the planet. Mercury customer service is beyond atrocious, the worst I have ever seen. And now they refuse to clear up an issue that mind you, I have letters and banking information that clearly substantiates my proof of coverage. They won't take responsibility and should be embarrassed by their conduct in this matter. That is not the conduct of a company that deserves anyone's business. Being done harm by the conduct of the way they do business is unacceptable. My advice - if you are considering them or have coverage with them now, get another insurer. Don't think twice. The mantra of customer service and doing what is right does not exist with these people, which is why I am pursuing action with the NY and California Attorney Generals offices, they cannot be allowed to get away with what they are doing. Again, they don't even deserve 1-star as a rating. I have no idea how this atrocious company stays in business. ----------------------------------------------- I am amending and adding to this review given the response from Mercury insurance. If their "decision" was based on ignoring valid documentation I furnished that shows no lapse given my move to another insurance company, I would say that at the very least it is appalling. I also take I take major personal offense to their response in what they said questioning that documentation, and I will assure them that I continue to pursue this issue until I see a just resolution, something I am already working with my local government representatives on to ensure nothing like this doesn't happen to anyone else. In addition, let me also add that the law in NY State that DMV is compelled to abide by is flawed at the very least, putting too much power in the hands of an unscrupulous company like this, effectively holding a loaded gun to the head the customer. How dare they. I am seeing so many negative reviews of this so-called company and the way they do business and treat people. I would say that is well-deserved. This is testimony of the sad state of the world of how the consumer is treated today. This needs to change. read more

Been with Mercury for 10+ years and never had issues, now that I need their services they have treated me like garbage. They have zero respect for their policy holders. Claims specialist was, Evelyn Trujillo. read more

During all the storms the Bay Area has had we had a tree fall on our house. The tree belonged to our neighbors, but due to a creek getting rerouted from other neighbors the tree's soil was compromised and it fell. We called Mercury right away. The whole experience was awful. One of the worst things to happen and the whole process to try to get it covered took almost a month, just for us to get denied because they found some loophole that because it was windy that night they wouldn't cover, even though we had a report from an arborist saying the tree would not have fallen down from wind if there hadn't been the water there. Our adjustor Kristie Thompson was unresponsive, took days to get back to us and was constantly out of office. She was rude and when I asked her questions she would never give a straight answer. It's ridiculous to pay so much money for insurance that doesn't even try to help you when you need it. They also closed our claim days before even telling us, I saw it closed online when I logged into my account, but they didn't send a notice or call. I had to call multiple times to get the adjustor to call me and explain why. read more

The company refuses to pay for damage that I have to my car. If you look at the other reviews here, you can see the problem.

The worst insurance company you can have , all the know is how to collect money when it comes down to helping you with any claim even if your not at fault there are a lot of incompetent employees that work there . Will change my insurance ASAP . read more

We have been with Mercury for over 15 years. Always paid on time and never had a claim. The one time we needed their help for moisture damage in our home our claim was denied. This is exactly why we take out insurance otherwise why pay for insurance?! We are discussing with our attorney and will take legal action because this is a perfect example of bad faith and taking advantage of a family in need. If you have insurance with Mercury I suggest you check with other companies as there are many better options out there. I don't want any family to go through what we are going through now. read more

They do not provide the services they advertise unless you are an existing revenue source. They will sell you to others though. They just want the juice on the vigorish. 0-10 so not recommend. read more

Let me rewrite my review again since the business owner somehow managed to get my legitimate review flagged for removal, AFTER the fact that she reached out to me via Yelp Messages to ask for my claim number, etc., which she also never got back to me. I've dealt with Lina Ho and Ken Kwok at Mercury regarding my claim. They told me to go to their certified repair shop to get an estimate for my damages (their party at fault, side swiped me). So I got this estimate, but the check I got in the mail from them was lower than the estimate amount that came from their contracted body shop. When I asked Lina what happened, she told me to contact Ken. When I talked to Ken, he told me I have to speak to Lina. The classic run around. Since then, I left Lina a voicemail, which she hasn't called me back.. also, Ken decided to think it's professional to hang on me because I called him out on the run-around hes giving me. Lina told me Ken is in charge of payments/estimates and hes the person to talk to, but he says Lina is. (hmmmm...) Long story short, they had a NEGATIVE supplement done on my estimate. Yes.. a NEGATIVE supplement done without any tear down. They gave me an estimate based on visual inspection, which was a low estimate. Then, Ken or someone, went over the estimate and said it was too high. But, Ken wasn't the person that did the inspection at the body shop. Even the body shop said 99.999% of the time there is a supplement that the body shop will request because the amount is almost always lower than what's needed to cover the repair. I've talked to couple body shops and they have never seen anyone get a "Negative Supplement" from the intial inspection/estimate and to the customer receiving the check based on the inspection. For the record, my claim number is CAPA-01509418, this is a legitimate review. Yelp, don't take this down, I'm not violating any policies. Mercury and Employees, step your customer service game up! Don't hang up on because you (Ken) don't like being called out for giving me the run around. Don't contact Yelp to take down my review either. I'm not the only one with a negative feedback regarding your services. read more

Claims agent Sarah Bolger in the Santa Ana office is the worse claims agent ever, she's absolutely no customer service skills period. One of my vehicles was hit from behind by of their clients, she most definitely didn't handle my claim in appropriate manner. My car was a total loss, she tells me her client only took out a $5000 policy! Who takes out an insurance policy for $5000 in the state only California. Anyone with common sense knows the minimum required is at least $15,000. What she should have told me was her client only has $5000 towards property damages with her dumb self! She had the nerves to her upset with me because I got upset at how she delivered the information to me. To compound what I'd already been feeling over this long drawn out issue, she went a little further and inundated my phone with antagonizing rude message about my claim, trying to provoke an argument. If I could give her zero stars I would. I've never dealt with any insurance claims agent who lacked knowledge, nor have I ever dealt with one who didn't know how to deescalate a pro Ken with a customer. I don't care how you feel you were being addressed you still remain professional. I for one would never purchase an insurance policy with Mercury insurance especially if their agents are trained like this one! Worse one ever! Don't deal with this insurance company ever! Thankful I'm with State Farm's. Sarah Bolger you're by far the worse you need to be retrained and taught how to deal with customers you're one that will tear down the company's moral! read more

Mercury deserves 0 star , it is the worst insurance company that I work with for water damage, the adjuster didn't do their job , never return my call or email and always go on vacation , when mercury get lower comp bid on the project, they will only sent you the check without items list or provide the project quote from the vendor , I need to google search the vendor and call the vendor myself. fell like i am doing the adjuster job and mercury should be paying me read more

Their new policies prevent you from reactivating your auto policy if your payment is more than four days late. They are not prompt in notifying you of any late receipt of funds to comply with their own policies. Their blatant refusal to renew a policy is irrational. read more

Great experience with adjuster. I'm so glad Mercury has thoroughly improved customer service and it's apparently paying off with business. Way to go! read more

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I've had Mercury Auto for 15 years through thick and thin, and never really had any problems. They've been fairly easy and smooth to deal with, even through a few claims from family members. Mercury homeowners / renters insurance on the other hand, is a completely different story. I've had this policy about 8-10 years, and recently they've been fighting my simple $1500 claim tooth and nail for nearly 2 months. This is the third loss I've ever had while being insured by them, and the first time I ever had to have a claim paid out (because the first two losses were small, I withdrew them or never filed at all). I can never get hold of my claim agent and when I do, he has relatively little idea who I am. They finally seem to have accepted my claim, but I'm waiting to get their lowball offer back. Mercury sucks in this area. Avoid. read more

I was a long time customer with Mercury. Over 15 years. We had a bad break up that left a sour taste in my mouth. The Mister tried to get me to break up years ago, but I always told him, one more try. I had recently made changes to my policy after a bad car accident that left me in the hospital for a week and out of work for over a year. The girl who hit me was way under insured. I figured out that I needed to up my own policy to protect myself and not rely on other peoples policies. Fast forward a few months the mister had a car fire on the way to Vegas. I called to start a claim and the adjuster tells me I don't have full coverage on that particular car. WTH? My head is exploding right now. I did have full coverage. I changed my policy to have full coverage. I told my agent I wanted full coverage. Apparently I did not have my agent take pictures of the car to have on file, therefore the car was NOT fully insured yet. Not once did Mercury reach out to me prior to remind me to stop by for pictures. I would of stopped by. Mercury requires pictures of your car when you add full coverage to a policy. Fast forward a couple more years and a very strange incident happened involving a human diving into the back of my car. I call to start a claim and I was hung up on because they thought I was joking. No, Im serious Sir, this really did happen. Luckily they waived my deductable. Read your policy not once but read it a million times. Look over everything. Ask a bazillion questions if you have too. Mercury goes by the book. They require millage updates at renewal and will up your rates. If you don't provide updates they will estimate your millage for you then increase your rate as necessary. I am giving 2 very generous Stars. Prices are very reasonable for those on a budget but the customer service should be better. It is more of they tell you the basic facts. If you want cheap insurance then Mercury is for you. Sadly, Mercury and I are no longer a thing. read more

RUDE MANAGERS AT MERCURY!! Wow lots of BAD reviews on here and I agree! Insurance companies are CROOKS who dont care and just want to take your money and give rude service! I had Mercury auto insurance for 20+ years until they raised my rates due to a "market adjustment" then I FIRED them! During my time I had an accident with another car that I didnt see and I sent a letter to Mercury with my concerns that they would jack up my rates even though I was a long time good driver. I received a RUDE AND NASTY response letter from a manager at Mercury. He was such an a-hole and I should have reported him to his manager! Im trying to find the letter and when I do I will post it! Im STILL waiting for an apology from that manager and I will not give up until I get it!! read more

I am writing this on behalf of my Father-In-Law, Ray who lived in Covina, CA and passed away on 9/15/24. He loved, loved, loved Mercury Insurance. We brought him home from the hospital and he was placed under Hospice Care. We took care of him and during a heatwave the air conditioner condensation line broke and leaked into his wall and floor. The adjustor called me because I had called to file the claim on behalf Ray. Even though I wasn't there at the time of the problem I did my best to provide him the information. He recorded my call and then immediately after the interview, he informed me that the claim would probably be denied because the problem had existed over two weeks and there is a policy exclusion. He did come out and look at the damage, but a few days later he called to tell us the claim was denied. In my opinion, Mercury took advantage that Ray had died and couldn't provide them first hand information. We lost Ray and Mercury refused to help us in our time of need. Mercury has no heart or soul. read more

My house water damage , it was leak from the shower valve , toilet overflow and toilet flange leak. I did not file any claim for 6 years except for this sudden water leaks and overflow from toilets. I showed the photos of damaged wood which is completely submerged in water after my demolition but Mercury adjuster still denied my claim. Without any solid evidence the adjuster noted on the denial it appears the water damage was from 14 days ago. The adjuster are not sure . The adjuster sent the water damage consultant in my home and he told me the insurance should have repair this sudden damage and he showed me all the photos of water damage wood. Please do not do business with Mercury insurance, they will denied your valid water damage based on assumption only without any solid evidence, but I will proof this in court and I have right to do so and wanted to know the solid reason denial my case. Just a note in denial letter it appears..... does not make any sense. Khurrum Hayat read more

Mercury Insurance - See the sudden water damage from my toilet after findings from the demolition - Home & Rental Insurance Near Me - Brea, California