ComplaintsforMAPFRE Insurance

• Initial Complaint

  10/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I finished my policy paid in full according to my app from MAPFRE ins. It remained 0 until 9-9-24. My policy was set to renew on 9-13-24. I sent my husband to AAA with cancellation paperwork on 9-4-24 so that we would not be charged the renewal. Again *** said we were all set and that they would take care of it. Fast forward to yesterday when I received a bill for ******. I called and spoke to both MAPFRE and AAA and kept getting the run around. I finally got a reason for the change. I was told it was a prorated penalty for early cancellation. Mind you I cancelled on 9-4-24 but they put it thru 9-25-24. I advised them this was not my issue as I cancelled prior to the renewal date of 9-4-24. Also I have received and still receive texts asking why we cancelled our policy. I refuse to pay this amount and I told them this as well. *** stated they could not cancel charge and MAPFRE was not willing to fix an error they made. I asked to have a supervisor call me. I was told they would call me either last night or today and I have not received any response. Please help I have screenshots of my zero balance since July24 as ****** was my free month as I paid an 11 month policy, and cancelled before the renewal date.Thank you for your help!!

  Business response

  10/16/2024

  October 16, 2024
  

  Hello,  
  I am writing in response to the complaint submitted to the Better Business Bureau regarding policy number **********. The named insureds on this policy are ********* ******** and **** ********. The policy term was to be effective from 09/13/2024 to 09/13/2025 with a premium of $5,899.00.
  
  A cancellation credit of $5,709.00 was posted on 9/9/2024 with a cancellation effective date of 9/25/2024 per the Transfer of Insurance (2-A) form. This left a balance of $190.00 for coverage provided from 9/13/2025 through 9/25/2025. However, after reviewing the screenshots provided as part of this complaint it is recognized that the MAPFRE Customer Portal showed a $0 balance as of 9/9/2024 when the cancellation credit of $5,709.00 was posted. Therefore, we have waived the $190.00 of premium. The policy has a zero balance as of this time of this response.
  
  We apologize for any confusion and inconvenience this caused.
  
  I have attached:
  -Transfer of Insurance 2-A
  
  If you have any questions or need further information, please contact me at **********************.
  
  Thank you,
  Charlene H******
  Project Analyst, Senior - Premium Accounting
  11 Gore Road, Webster, MA 01570

  Customer response

  10/16/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* ********

• Initial Complaint

  10/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Mapfre has been charging me for insurance on a motorcycle that doesn't exist anymore for years and refusing to cancel my policy. I do not live in Massachusetts and have not for a decade. The motorcycle was sold for parts nearly as long ago. Its registration expired January 1, 2013. This is easily verifiable by the Massachusetts RMV website. I have contacted them by phone and email and they claim they cannot cancel it because Massachusetts requires all registered vehicles to have insurance. Note again, they have been informed that it is not a registered vehicle. Over the years they have charged me over $2000 for insurance on a motorcycle that does not exist.

  Business response

  10/08/2024

  Dear Mr. Melville:
  
  The MAPFRE Insurance Company acknowledges receipt of your Better Business Bureau complaint dated October 2, 2024.  We trust that the following addresses the concerns raised in your correspondence regarding your personal auto policy still being active.
  
  A review of your personal automobile policy confirms that the policy was written by your independent insurance agency, ***************************** effective March 16, 2012.  The policy insured a 1978 BMW R100 motorcycle which carries a Massachusetts registration number, ******.  The policy has remained active with the same motorcycle with a last renewal of March 16, 2024. 
  
  The policy is written on form ******* - MA Base Policy 2016 Edition, 12/17 edition. There are multiple clauses pertaining to cancellation of your policy.  On page 31, under Cancellation, the policy states:
  
  You can cancel any of the Optional Insurance Parts at any time by giving us or your agent at least 20 days written notice.  Because all of the Compulsory Insurance Parts are required, you cannot cancel any of them separately.  You can cancel all of the policy by giving us or your agent at least 20 days written notice. 

  
  On page 32, under Automatic Termination, the policy states: 
  
  Massachusetts law provides that your policy automatically terminates and a Notice of Cancellation will not be sent to you when:
  
  You return the registration plates for your auto to the Registry of Motor         
  Vehicles. 
  
  Our records indicate that you contacted our Billing department on February 3, 2022, and February 6, 2022, regarding the cancellation of your policy.  You were advised to cancel the registration of the motorcycle and to contact your agency for assistance with this process.  This was the first instance MAPFRE became aware of your intent to cancel your policy.  However, we did not receive any other written cancellation requests from you or your agency until receipt of this Better Business Bureau complaint and on October 4, 2024, when you spoke with our Billing department again.  During this call, you were advised to contact your agency and send cancellation request to policychanges@mapfreusa.com.  As of the date of this response letter, we have not received any written correspondence from you regarding the cancellation of the policy.  Additionally, the Registry of Motor Vehicles records indicate the plate is expired still and has not been cancelled. 
  
  Despite the lack of written correspondence and registration not being cancelled, we have cancelled your policy effective February 3, 2022, as this was the first instance our records show your intent to cancel the policy. 
  
  If you have any further questions or need additional assistance with this matter please contact your agency, *** ********* ******, or you can email ********************. 
  
  
  Sincerely,
  
  ***** ****
  Personal Lines Underwriting, Supervisor
  MAPFRE Insurance 

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter was involved in a car accident last April in ****, **. She was taken by ambulance to the ****************** in **** and was discharged that day, she is ok but her car was totaled. I filed a claim with our insurance company, MAPFRE, the day of the accident and MAPFRE sent an adjuster to confirm the vehicle was totaled.Since then, we have filed all required paperwork for the claim, have gone to court where the case was dismissed on a technicality. As of today, despite hours of phone calls with MAPFRE, they still have not removed the car from my policy nor provided a letter of total loss status. The adjuster has not returned any email from me. I AM STILL PAYING FOR THIS POLICY DESPITE SEEING THE CAR FOR MYSELF in almost two pieces in a junkyard. I have tried multiple times calling to remove my it from my policy but the agents said they wont do anything till they have the total loss letter that their attorney own company issues. Its an absolute nightmare. My daughter and I went to court as directed and the case was dismissed on a technicality. The plates were turned in the beginning of April. Again, I have been paying for an auto insurance policy on a car that no longer exists. Any help is greatly appreciated. Thank you,*** ******

  Business response

  09/20/2024

  Please see our attached response to Ms. ******** complaint.  Her total loss claim has been settled and her premium due has been credited to her account.  

• Initial Complaint

  08/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to file a complaint formally against Mapfre Insurance regarding their handling of my auto insurance policy. The details of my complaint are as follows: Mapfre refuses to cancel and reimburse me for an auto insurance policy, for the state of **********, that has been considered null and void since January 2021 due to my relocating to *****. I have contacted Mapfre Insurance on multiple occasions to request a policy cancellation. Despite my repeated efforts, I have been consistently given the runaround. Instead of honoring my cancellation request, Mapfre continued to draft funds from my account until February 2024. The auto drafts stopped after I advised my bank that the drafts were no longer authorized; I have since received a letter from the company advising I owe them money for the policy. I have provided the requested necessary information and documents as instructed by the representatives following the cancellation requests. In return, I have been met with delays and evasive responses. Mapfre Insurance's actions are not only unprofessional but also unethical. Mapfre has subjected me to unnecessary hurdles and financial losses due to their unwillingness to process my request. I am seeking the following resolution 1. Immediate cancellation of my auto insurance policy with Mapfre Insurance.2. A full refund of all premiums that were drafted from my account. 3. Written confirmation of the cancellation and refund. I request that the Better Business Bureau intervene to ensure that my complaint is addressed promptly and fairly. I believe no customer should endure such an ordeal when attempting to cancel a service. Please let me know if any additional information is required to facilitate this complaint. I appreciate your assistance in resolving this matter. Thank you for your attention to this issue.

  Business response

  08/29/2024

  ******** **** ********* ******* ****** is writing in response to the Better Business Bureau inquiry dated August 19, 2024.  A thorough review of the file has been conducted.
  
  The Insured called **** on September 6, 2023, and advised that their policy should have been cancelled when they moved to ******   The insured explained that they had spoken with their broker, ******** ********* ********, when they tried to add a new vehicle.  The insured explained that their broker said that they did not provide insurance in the state of *****.  The insured then told their broker that if that was the case then it would be their last month.  ***** Customer Service Representative asked the insured if they had signed a cancellation form in which the insured replied that they had not.  The insured was sent a cancellation form and instructed to send in a copy of their declarations page showing current coverage so that the cancellation could be backdated.  
  
  In Part VI General Provisions, the policy states that You may cancel this policy by returning it to us or by advising us in writing when at a future date the cancellation is to be effective. Since a cancellation request was not received and the insured continued to pay their monthly premium the policy remained in force.
  
  On August 1, 2024, **** received the required signed cancellation form requesting to have the cancellation backdated to August 10, 2022, along with a bill of sale and a lease agreement for the insureds ***** residence.
  
  The information was sent to the Underwriting Department for review.  Since the Bill of Sale was not notarized or signed by the party that purchased the 2006 ***, the vehicles registration was ordered to verify ownership.  The registration showed that the insured was still the owner of the vehicle and had been valid through July 18, 2024.  In addition the insured still had a valid ********** license with a ********** address.  In consideration of all the received documentation and the information that was verified through third-party vendors, the request to back date the cancellation was declined. 
  
  However, after further investigation and review, **** has agreed to cancel the policy effective August 10, 2022, the date that the vehicle was sold.  Thank you for giving **** the opportunity to address the insureds concerns.
  
  
  Sincerely,
  Underwriting Department
  MAPFRE USA,******** **** ********* ******* (NAIC #*****) 

  Customer response

  09/04/2024

  
  Complaint: ********
  
  I am rejecting this response because: Mapfre Insurance company has failed to contact me to provide the details of the necessary refund payments for the policy that is to be back-dated. Without this crucial information, I cannot consider the matter resolved. I kindly request that Mapfre Insurance reaches out to me promptly to provide the required details so we can move toward an acceptable resolution.
  

  Thank you for your continued assistance in this matter.
  
  Sincerely,
  
  ******* ********

  Business response

  09/06/2024

  Dear ******* ********,
  
  A refund check in the amount of $1,311.13 generated and was mailed to the address on file September 5, 2024.
  
  If you have any questions or concerns regarding this information or have not received your refund, please dont hesitate to contact me at ***************************************************************
  
  Thank you,
  
  ***** *********
  Premium Accounting
  ***********************************

  Customer response

  09/12/2024

  
  Complaint: ********
  
  I am rejecting this response because: the amount said to be refunded is not correct. There were 18 payments past the date of the end coverage date. Secondly, Mapfre Insurance did not include any payment with the notice of cancellation with the documentation that was mailed on September 3rd.  
  
  Sincerely,
  
  ******* ********

  Business response

  09/17/2024

  Hello - In response to the supplemental concern received a refund check in the amount of $1,311.13 was mailed to ******* ********, *************************************** on 9/5/2024.

  Please let me know if there are additional questions, or concerns.

  Thank you,
  ******** *******
  Project Analyst, Senior - Premium Accounting
  *******************************************************************************************************************************************************************

   

   

   

  Customer response

  09/21/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have not received any payment as the address that was given to them is my current residence in *************. They mailed the check to my former address in ************ 
  
  Sincerely,
  
  ******* ********

  Business response

  09/24/2024

  Dear ******* ********, 

  I voided the refund check issued on 9/5/24 in the amount of $1,311.13 and reissued the check to the Texas address below. I apologize for the inconvenience.

  ******* ********
  ***********************************************************

   

  Thank you, 

  ***** *********

  Premium Accounting

  Customer response

  09/24/2024

   
  Complaint: 22162894
  
  I am rejecting this response because:
  The address is still incorrect. My apt number is 1005! My address is listed on every piece of correspondence. It makes no sense that they would continue to send this paycheck to the wrong address. This is extremely frustrating an unprofessional.This company has neglected to directly contact me and has continued with these elusive practices. 
  
  Sincerely,
  
  Dr. ******* ********

  Business response

  09/26/2024

  Dear ******* ********, 

  I sincerely apologize for the inconvenience this has caused you. I put a stop payment on the refund sent on 9/24/24 and personally reissued the refund check to your correct apartment number and sent it today by *** overnight delivery. Please find the tracking number here ******************* Please don't hesitate to reach out if you have any questions. 

  Thank you, 

  ***** *********

  Premium Accounting

  ***************************************************************

  Customer response

  10/22/2024

  BBB received confirmation from the consumer that they had received the reissued check, and now considers the matter resolved.

• Initial Complaint

  08/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I changed my homeowner and auto insurance in 3/24 from Mapfre to the ******** because of lower rates. In a letter from Mapfre dated 8/7/24, I was informed I owed $44.03 as a result of nonpayment of homeowners policy and failure will result in referral to a collection agency. A phone call to Mapfre provided no clarity. This is extortion & forces me to pay a fee or face a hit to my credit rating.

  Business response

  08/16/2024

  BBB Complaint #******** 
  Complainant Name: *****************************
  Policy Number: **********
  
  Hello, 
  I am writing in response to the complaint submitted to the Better Business Bureau (BBB) regarding policy number **********. The policy term was to be effective from 03/05/2024 to 03/05/2025 with premium of $930.00. The mailing address on file for ***************************** is ***********************************************************************************. This policy was on a three (3) payment plan. Email on file ******************* Here is a detailed summary of the billing on this policy:
  
  Date Details
  02/04/2024 Renewal generated and mailed **** to the mailing address on file.
  02/14/2024 Invoice generated with Minimum Due $309.97 Due on 03/05/2024.
  03/06/2024 Bill   overdue email notification sent to the email address on file.
  03/08/2024 Paper Check payment received for $309.97.
  05/16/2024 Invoice generated with Minimum Due $318.02 Due on 06/05/2024. Installment fee of $8.00 applied to the policy.
  06/06/2024 Bill overdue email notification sent to the email address on file.
  06/15/2024 Statutory Notice of Cancellation generated with Minimum Amount Due $343.02 due on or before 12:01am on 07/08/2024. $25.00 cancellation fee applied to the policy.
  07/08/2024 Cancellation document generated and mailed to the mailing address on file for the insured. Cancellation credit of $609.00 applied to the balance. Leaving $44.03 due.
  07/09/2024 Invoice generated with Minimum Due $44.03 due upon receipt.
  08/07/2024 Collections letter generated and mailed to the mailing address on file for the insured.
  
  I reached out to the agent of record for this policy ******* & Co. Insurance Agency, *** and spoke with Rosa who confirmed that there was no request to cancel this policy or LPR on file. MAPFRE is not in receipt of a LPR, or any type of notice from the new agent, or new carrier. Therefore, as of this time the policy remains cancelled for non-payment of the insurance premium.
  
  I have included, or attached the following supporting documentation:
  -Billing Detail Breakdown
  -Statutory Notice of Cancellation
  -Cancellation DEC
  -Collections Letter
  If you have any questions or need further information, please contact me at ***********************************.
  
  Thank you,
  *******************************
  *******************************
  Project Analyst, Senior - Premium Accounting
  ***********************************

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I want to draw attention to the damage my vehicle sustained due to a tornado in **************, **** on March 15th, 2024. As a loyal policyholder for over 8 years, consistently paying bi-annual premiums on time, and agreeing to a $500 deductible for this repair, I was surprised to be informed that I would need to pay a total of $851.33 out of pocket, which surpasses my deductible by an unjustifiable $351.33. This additional cost is unfair and unacceptable. During the repair process, there were significant disagreements between the claims adjuster, Jeffrey E at MapFre Insurance, and the chosen body shop regarding various aspects of the repairs, including the calibration of affected sensors, sanding, polishing, and cleaning of the vehicle's interior. Furthermore, there was an unacceptable discrepancy in the hourly rate for paint-less dent repair (PDR) between the adjuster and the repair shop. Even after receiving an email from Jeffrey E maintaining his decision not to cover the $351.33 on May 10th, 2024, I am unwavering in seeking an amicable resolution as an esteemed policyholder. I cannot afford to suffer additional financial loss and waste time over an issue that can and should be resolved in good faith. Note: There is communication to and from all parties involved.

  Business response

  08/05/2024

  Our customer raised a concern regarding additional out of pocket charges of $351.33 charged by the repair facility beyond the deductible. MAPFRE contacted the repair facility and was notified that the service advisor (Rob) who handled this repair was out for the week.   The manager Randall B was contacted. He reviewed the file and advised that MAPFRE was not supplied with complete information. Once MAPFRE received all the invoices, the repair facility and Mapfre agreed on the charges. MAPFRE also noted the PDR invoice was billed at $3,695.00 when the correct amount was $3,068.75 an over charge of -$626.25. That billing was updated, and the repair facility agreed to reimburse our customer the $351.33. The customer was contacted and was emailed an updated final billing invoice. Our customer was pleased with the outcome.
  
  *******************************

  Customer response

  08/07/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  I am awaiting the refund **** *********** **** **** in ***** ****, ****. It has not been received.

  
  Sincerely,
  
  *************************************

• Initial Complaint

  07/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been getting charges taken out of my bank accounts from Mapfre Insurance******************* was charged $150 5/26/23. I did not have this insurance company at that time. I was with travelers insurance, I switched over to Mapfre insurance company, On June 27, 2023. I paid my full premium over $1500 in cash To my triple-a agent in *********************. Mapfre has done ten Unauthorized charges to my bank account in the last three months ACH checks pay. Mapfre Autos insurance and home owners insurance, was paid in full with cash and should not have any access to any banking information I did not grant written permission for. I have asked several times for Return of the unauthorized ACH Transactions, stole from my account on these dates and amounts of.5/26/23. $150.00 5/23/2024. $150.00 6/12/2024. $1.00 6/27/2024. $195.17 7/1/2024. $13.50 7/1/2024. $25.00 7/1/2024. +$25.00 Total. $559.67 return due Immediately upon receiving notice. Mapfre insurance also refuses to cancel my policies after my agent has submitted all the paperwork June 8 2024, and I have called several times to cancel the policy and retrieve my stolen funds. Customer Service has been highly unprofessional and cannot seem to answer any of my questions on how they got access to my bank account And why I am being charged after my premium was already paid. still till this day they are trying to take money out of my account which has frozen my whole bank account. I am a disabled single mother with 10 year old twins and this company has bankrupt my family.

  Business response

  07/09/2024

  Hello, 
  I am writing in response to the complaint submitted to the Better Business Bureau regarding policy numbers ********** (Personal Auto) and ********** (Homeowners). The named insured on these policies is ***************************, and the policy term was to be effective from 06/21/2024 to 06/21/2025 but both were cancelled effective 06/21/2024. Both policies were enrolled in electronic funds transfer and withdrawal statements were sent to the mailing address on file *********************************************-1773.
  
  There is a detailed billing breakdown attached for both policies that includes the 06/21/2023 06/21/204, and 06/21/2024 06/21/2025 (cancelled 06/21/2024)terms. Here is a summary response that addresses the concerns outlined in the complaint:
    1. Policy **********: The $150.00 payment (05/26/2023) was for coverage provided from 06/21/2023 to 06/21/2024.
    2. Policy **********: There is no record of a $1,500.00 payment made on 06/27/2023 (or any other date).
    3. Policy **********: There is no record of a $150.00 payment made on 5/23/2024. There is record renewal premium booking to the policy for $150.00 on 5/23/2024, and a $150.00 credit        on 7/1/2024 as the policy was cancelled effective 06/21/2024.
    4. Policy **********: The $1.00 Installment Fee was credited to the policy balance on 7/1/2024.
    5. Policy **********: The $195.17 (06/27/2024) payment that is referred to in the complaint was not funded by the bank, therefore MAPFRE never received those funds.
    6. Policy **********: The $13.50 (05/26/2024) payment that is referred to in the complaint was not funded by the bank (07/1/2024), therefore MAPFRE never received those funds.
    7. Policy **********: The payment reversal fee of $25.00 was charged to the balance on 7/1/1024 because of the $13.50 payment not being funded by the bank. This fee was credited back to the policy balance on 7/2/2024 ($25.00 credit).
  

  Both policies are cancelled and show a zero balance therefore, no further deductions will occur.
  
  I have included, or attached the following supporting documentation:
     Billing Breakdown, Auto Pay Statement, EFT Authorization Form

  If you have any questions or need further information, please contact me at ***********************************.
  
  Thank you,
  *******************************
  Project Analyst, Senior - Premium Accounting
  ************************************************************

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  36% increase in home owners policy year over year. Never a claim home or auto. See you Mapfre.

  Business response

  06/17/2024

  This letter is in response to the June 10th received complaint from **************** regarding the renewal premium increase for his HO6-Homeowners Unit Owners policy.
  
  Mr. ******* 2023 renewal premium was $1,442. The 2024 renewal premium is $2,052. Two rate filings were approved by the ********************** of Insurance prior to the issuance of Mr. ******* June 29, 2024 policy renewal. Specifically, a 9.5% rate increase effective December 4, 2023, and a 6% rate increase effective May 15, 2024. Additionally, an Umbrella Program rate increase of 8.5% took effect 8/1/23. Please note, the rate level adjustments provided represent an overall average for all customers. Each individual customer may experience a varied increase based on factors such as the territory, the coverages, the Coverage A limit, the deductible and other relevant rating elements.
  
  Our records also show that the agent increased the Coverage A limit from $30,000 to $60,000 effective March 8, 2024. 
  
  All MAPFRE rate filings are reviewed and approved by the ********************** of Insurance. We reviewed Mr. ******* policy and have confirmed that the rating of the 2024 renewal policy term is accurate in accordance with the above mentioned approved rate filings.
  
  I hope this clears up any confusion. If you have any questions or need any further information about this matter,  I can be reached at ***************************** or by email at ***********************************.  Thank you.    
  
  Regards,
  ***********************, API
  Personal Lines Underwriting Supervisor
  MAPFRE Insurance Company
  
  

  Customer response

  06/17/2024

   
  Complaint:********
  
  I am rejecting this response because:

  Regardless of what the State approved for increases and the marginal increase I requested to cover our property the almost 40% increase in the year over year coverage premium tells me Mapfre is not interested in my business. 
  
  Sincerely,
  
  *******************

  Business response

  06/18/2024

  Thank you for reaching out and sharing your concerns about the increase in your homeowner insurance premium. I understand that this can be frustrating, and I want to assure you that our company values your business.  
  
  The adjustment in your premium is a response to broader industry challenges that have affected many insurance providers. Several key factors have contributed to the increase in premiums across the industry, including the frequency and severity of weather events, claims inflation, the rise in rebuilding costs, as well as reinsurance costs which helps protect insurers from large losses. 
  
  We understand that premium increases are never welcome news, but these measures are necessary to ensure that we can continue to offer comprehensive coverage and support you when you need it most.    
  
  If you have any further questions, I can be reached at I can be reached at ***************************** or by email at ***********************************.  Thank you for your understanding.   

  Regards,
  ***********************, API
  Personal Lines Underwriting Supervisor
  MAPFRE Insurance Company

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I previously had homeowners insurance through Mapfre on my primary residence. I was recently informed through my insurance broker, ******* Insurance, that Mapfre was denying the renewal of my policy on 4/30/24. I was never sent any correspondence to this effect. My insurance agent was unable to tell me why they were denying coverage but was informed that it had something to do with a ***** ***** report and was given a reference number. I asked my agent why Mapfre was denying coverage but they stated Mapfre would not tell me and I needed to get this ***** ***** report, which I spent a month trying to get. Despite multiple attempts to have this mailed, I have not yet obtained this report from ***** *****. I decided to call Mapfre myself earlier this week and got in touch with a customer service rep. This rep stated that they told my agent the reason for the denial of coverage which I explained was not accurate and demanded a supervisor. I was told a supervisor was not available but that they would get back to me later that day or the following day. No one from Mapfre has contacted me since. As a result of this, I have had to find a plan through **** and it has cost me double.

  Business response

  06/11/2024

  This letter is in response to the June 10th received complaint from ******************** regarding the non-renewal of his HO3-Homeowners Policy. 
  
  The Commerce Insurance Company exercised its right to non-renew Mr. ********* policy based on an Insurance Score, provided by ***** ***** **** ********, that did not meet the company's underwriting criteria for renewal. An Insurance Score is one of the many underwriting factors used by The Commerce Insurance Company in determining the eligibility of a risk. Insurance Scores differ from financial credit scores. Mr. ********* financial credit score was not considered in the determination to non-renew his policy. 
  
  In accordance with the Massachusetts statute regarding the non-renewal of a homeowners policy, the notice of non-renewal was mailed directly to Mr. ********* agent of record, the ******* Insurance Agency, on March 11, 2024.  The agent of record must send a copy of the notice to the insured within 15 days of receipt unless the agent has replaced the insurance. A copy of that notice is attached.  
  
  We encourage ******************** to contact ***** ***** **** ********* directly to learn more about his Insurance Score or to request a copy of his file. ***** ***** contact information can be found on the second page of the adverse action attached, and is also noted below:
  
  ***** ***** **** ********
  Telephone Number:  **************
  
  I hope this clears up any confusion. If you have any questions or need any further information about this matter, I can be reached at ***************************** or by email at ***********************************.  Thank you.    
  
  

  Customer response

  06/11/2024

   
  Complaint:********
  
  I am rejecting this response because:

  I do not believe this information is accurate from ***** ***** and have tried several times to contact them and obtain a copy of these reports to figure out more. They have not been responsive to any of my requests.

  It appears that Mapfre has a really close business relationship and has the utmost respect and trust for what ***** ***** does. I think at the very least someone from Mapfre should be reaching out to escalate this and allow me to obtain a copy of this sent by certified mail. I am not satisfied with any sort of response until I can obtain a copy and I am unable to even get a representative on the phone from ***** *****. I would expect that Mapfre has some contacts over there due to their close business relationship.

  I hereby provide Mapfre permission to speak to ***** ***** on my behalf and request a copy of any reports by certified mail.

  
  Sincerely,
  
  *****************************

  Business response

  06/14/2024

  Supplemental Response:
  
  We reached out to ***** ***** and they provided a direct contact from a member of their consumer disclosure team for ******************** to call:
  
  *************************
  **************  
  
  The reference number for Mr. ********* ***** ***** inquiry is **********************.
  
  If there are any other questions or concerns, I can be reached at ***************************** or by email at ***********************************.  Thank you.    
  
  Regards,
  ***********************, API
  Personal Lines Underwriting Supervisor
  MAPFRE Insurance Company
  
  

  Customer response

  06/21/2024

   
  Complaint:********
  
  I am rejecting this response because:

  I contacted them and still have not received the report. I do not accept this response until I receive something and this is actually resolved.

  
  Sincerely,
  
  *****************************

  Business response

  06/25/2024

  As indicated in our prior response, we have reached out to ***** ***** and they have provided a direct contact (*************************, **************) from a member of their consumer disclosure team to assist ********************. 
  
  We have reached out to ***** ***** again but recommend ******************** contact ****** directly.  The reference number for the **** ***** inquiry is *******************. 
  
  Unless there is an error within the report, MAPFREs decision to maintain the non-renewal will stand.  Since the policy expired on April 30, 2024 we recommend ******************** contact his independent agent, ******* Insurance Agency, to secure coverage if he has not done so already. 
  
  If there are any other questions or concerns, I can be reached at ***************************** or by email at ********************************** Thank you.
  
  
  
  Sincerely,
  
  *******************
  Supervisor, Personal Lines Underwriting
  MAPFRE Insurance

  Customer response

  06/25/2024

   
  Complaint:********
  
  I am rejecting this response because:

  I have finally received a copy of the report from ***** ***** three months later which means it may not even be the exact report you received. The report itself is not accurate at all nor are the reasons given for non-renewal.

  I think it is embarrassing that I had to go through three months of being passed around to learn that all of the reasons given for non-renewal are not based on accurate information. I have no idea where exactly to go from here but I am going to talk to my agent tomorrow. 

  The fact that you rely on these sloppy reports to make important decisions is flat out lazy. What's worse is that you stand by these sloppy reports but don't answer or account for them; you simply make the decisions that the computer tells you based off the information (not caring if it is accurate or not) and pass the person off to a place that is in no way built to be helpful.

  Sincerely,
  
  *****************************

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have my home/auto insurance with Mapfre and towards the end of the contract, they decided not to renew my policy. My auto insurance was paid IN FULL at the beginning of the policy and my home insurance payment was always on time. My credit score was impeccable until two months ago it went down just because I was making changes with my bank and in the meantime I missed a payment with one of my credit cards. A month later my credit card was paid in full so I have zero balances now. What an awful customer service from **********************. Being a loyal customer, instead of having a conversation or asking what was wrong, they decided to trust a third party that reports CONFIDENTIAL and private information. Now my credit score has gone back up and all they have now is one less customer. I want them to repair the damage they caused in my report IMMEDIATELY and they are nobody to ruin my score and my chances to have the insurance I want and with whoever I want as long as I pay. If they receive the money they should mind their business. I hope they NOW fix what they messed up.

  Customer response

  05/24/2024

  Hello, 

  Let me offer some clarification. I want Mapfre to renew my policy as the score they received from *********** is not up to date. We paid the auto insurance in full at the beginning of the policy and the house insurance is paid on time and through the mortgage. In addition, I request that Mapfre contact *********** to clear up my records and send a letter of confirmation that this was done. This company ****** *****) has tons of legal cases because of how they spread personal and confidential information without consent. This hurts my score with no reason. Mapfre needs to communicate with me personally, renew my policy and demand that ***** ***** update their records and remove my name from their list.

  Thank you for your help,

  ******

  Business response

  05/31/2024

  Dear Ms. ******
  
  The MAPFRE Insurance Company acknowledges receipt of your Better Business Bureau complaint dated May 24, 2024.  We trust that the following addresses the concerns raised in your correspondence regarding the non-renewal of your homeowner policy.
  
  A review of your homeowners policy shows that the policy was written by the *** ********* ********* ****** on July 12, 2022, and was renewed on July 12, 2023.   The policy is written on the ** 00 03, May 2011 Edition. 
  
  Regarding non-renewal of a policy, the ** 00 03, May 2011 Edition states the following on page 23 under Sections I and II Conditions:
  
  6. Nonrenewal. We may elect not to renew this policy. We may do so by delivering to you, or mailing to you at your mailing address shown in the Declarations, written notice of at least 30 days before the expiration date of this policy.  Proof of mailing will be sufficient proof of notice. 
  
  The above referenced policy language is modified by the Special Provisions ************* (** 01 20 edition 02/21) endorsement which states the following on page 3:  
  
              6. Nonrenewal is deleted and replaced by the following:
  6. Nonrenewal. Ordinarily we will renew this policy automatically and send you the renewal notice.  Our notice will explain what you should do if you do not want to continue the policy. 
  
  We may elect not to renew this policy. We may do so by delivering to you or mailing to you at your last mailing address shown in the Declarations, written notice at least 45 days before the expiration date of this policy. 
  
  After reviewing the notice of non-renewal, we have confirmed it is consistent with the above policy conditions for non-renewal.  The MAPFRE Insurance Company communicated the intention to exercise its right to non-renew your homeowner by mailing you a legal notice of non-renewal on May 23, 2024, which is 50 days prior to the expiration date of July 12, 2024. The notice of non-renewal was mailed to *********************************,which is the last known mailing address shown on the Declarations. 
  
  The reason for non-renewal was printed on the notice and is due to Insureds Insurance Score Does Not Meet Company Underwriting Criteria.  In addition to the ineligible insurance score indication, factors that influenced your insurance score return were provided on the notice, as well as the reference number (**************) for the report.  The second page of your non-renewal notice outlines your rights and provides you with contact information for ********** Risk Solutions, which is also noted below: 

  
  ***** *********************** Telephone Number:  **************.
  
  A copy of your non-renewal notice with the attached second page is enclosed.
  
  An insurance score is one of the many underwriting factors used by The MAPFRE Insurance Company in determining the eligibility of a risk.  Insurance scores differ from financial credit scores.  Your financial credit score was not considered in the decision to non-renew your policy. 
  
  Please note, obtaining an insurance score via ********** Risk Solutions does not affect your financial credit score nor does the non-renewal of your homeowners policy.  
  
  Based on the information you provided, we reran your insurance score on May 28th (Reference Number **************). However, your insurance score remains ineligible and as such, we will maintain the decision to non-renew your homeowner policy. 
  
  We recommend you contact your agent, *** ********* ********* ******, to discuss coverage options.  If you have additional questions regarding your credit file and/or items which may affect your insurance score we recommend you contact ********** Risk Solutions as noted above. 
  
  
  
  Sincerely,
  
  

  *******************
  Supervisor, Personal Lines Underwriting
  MAPFRE Insurance

  Customer response

  05/31/2024

   
  Complaint: ********
  
  I am rejecting this response because: your decision based on insurance report? What is this supposed to mean? I paid the insurance regularly and never fell behind so your response and evidence is unreasonable. Because of your decision and the letter you sent I'm not able to find any other carrier, so your decision is significantly damaging my choices. I will definitely not recommend Mapfre to anyone ever, I'm not exactly sure what risk are you taking and your letter does not explain the reasons at all. If you can rectify and renew the policy it will give us more time to switch carriers. The ridiculous letter you sent notifying us of the cancellation is what is preventing us from getting any other insurance. My request, one more time is to rectify the letter that has not sustainable evidence of risk and it's preventing us from insure our home. Your company should be more caring about the customers and avoid damaging people's lives.
  
  Sincerely,
  
  ******************

  Business response

  06/04/2024

  Dear Ms. ******
  
  The decision to non-renew your homeowners policy was based on your insurance score not meeting our company guidelines.  An insurance score is one of the many underwriting factors used to determine whether or not we will renew or not renew a policy.   An insurance score determines the likelihood of a customer filing a future claim.  As previously noted, we reran your insurance score but it was still ineligible and therefore, the non-renewal of your policy will be maintained. 
  
  As indicated within the notice of non-renewal,if you are having difficulty obtaining a replacement policy within the voluntary market, you may be able to obtain a policy via the ************* Property Insurance Underwriting Association.   We recommend contacting your agent, *** ********* ********* ******, to arrange another homeowners policy.
  
  
  
  
  Sincerely,
  
  *******************
  
  *******************
  Supervisor, Personal Lines Underwriting
  MAPFRE Insurance

  Customer response

  06/04/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  It's unfair and based on a probability/prediction? 'Likelihood to file a claim'? Why? My house is in perfect condition and has a brand new roof, new shed, etc. Everything else works perfectly. My opinion is that your resolution is unfair and unprofessional. I will find other venues to send my complain besides writing a very long review on ******.

  I should be able to select any insurance I want but because of your letter I'm stuck with only one option which interfere with my customer rights and the freedom to choose how I want to insure my home without a reasonable explanation.

  BBB, I don't want to receive any more responses from Mapfre. This will be seen as unresolved or unfairly resolved. Thank you for your help.

  
  Sincerely,
  
  ****** *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩