Customer Review - Mercury

Mercury hires incompetent people

I was rear-ended at a stop-light. Luckily no one was injured. I paid a hefty deductible up front to get my car repaired. Mercury assigned a claims adjuster to me who was TOTALLY incompetent. He answered simple yes/no questions with procedural gobbledygook, trying to sound smart, but so obviously not understanding what the heck was going on with my claim. I had to call the liable party's claims adjuster to figure out what was going on with my claim. My adjuster did NOTHING. When I complained to his supervisor and his supervisor's supervisor that my adjuster was not staying on top of my claim, lacked communication skills, and was not showing any sense of urgency to recover my deductible from the other party quickly, they BOTH said he was doing everything he could. Even after that complaint, he STILL didn't call with updates. When I called him, again, out came the procedural gobbledygook. He couldn't give me straight dates on things like when the letter to the DMV was sent, how insurance follows the car in CA (and not the driver), etc. I got all the information from the OTHER insurance company.

Oh, and to top it all off, Mercury charges a betterment fee for car parts that depreciate. So, for example, let's say your tailpipe gets damaged in a rear-end accident. Mercury will only pay for a percentage of the new tailpipe, and not the full amount, because tailpipes depreciate in value.

My underwriter said he never signs new clients up with Mercury because of their terrible customer service, their nickle-and-diming, and their playing hardball to generally avoid paying for claims.