Customer Review - Mercury

10 year loyal customer no longer...

Let me start out by saying I am at fault here, I understand this. I guess I just expected more from a company i've been with for 10 years.

On May 29th I awoke with the Police at my door around 6:00 am. They stated they found my car a few blocks away and they believe it was stolen and then crashed. This was the first I had heard about it. I walked outside and sure enough, my car was gone. People were walking around stealing GPS's and ipod's from cars (i had neither in the car). The police were chasing them with dogs trying to locate and the police believe they took my car to kill the scent and to get away. They left multiple GPS's and ipod's in my car when they ditched the car. There was about $4000 of damage.

I called the insurance company on the 29th after hours and informed them. They filed the initial claim and said someone would call me first thing Monday Morning. The first call I received from Mercury was Tuesday afternoon.

While waiting for Mercury to call me, I called my actual local agent to let them know. They then informed my that my insurance had expired on the 28th. Now, I have always paid my insurance through my agent through email...when the bill is due, I get an email, and then I pay the bill. This time, I didn't receive an email...I did get the letters in the mail, but as I normaly do, I wait for the email. I immediately paid the bill Monday morning.

Tuesday came and the call from the Mercury claim department came and I gave them the information, did the phone interview and they dispatched the adjuster. I was told I would be called in day and again was not. I ended up calling the claim agent and talking to her. They stated my insurance lapsed and they were going to review to see if they would cover it. I was told I would hear back within a day, at this time I had to do a second interview. The next day came and went with nothing. The following day I called the claim agent and left a message, finally at the end of the day I heard back and they said they were still reviewing but tomorrow I would hear. This is now Thursday. Friday comes around and again I have to call to find out there is no response yet. Monday, same thing...Tuesday, same thing. Wednesday finally I hear back and my claim was denied.

10 days my car sat in the shop waiting to be fixed, to find out I had to pay myself.

Here is where I was very disappointed with Mercury. I have been a loyal client of theirs since I was 16 years old. I have never had a ticket or accident, and they have never paid a dime on my behalf. In fact, when I bought my house I used them for my insurance. Through all my loyalty, they decided that one day late on the bill was too much and they would not cover it.

After 10 years, 3 cars, and a house...I am now looking for a new insurance company. In an age where businesses are supposed to be doing what they can for customer retention, they did everything they couldn't.

Again, I realize I made a mistake...but I would think 1 day would be overlooked due to my loyalty.