Mercury County Mutual Insurance Company
Insurance Company cancels insurance because of overpayment and is now refusing to fix my ca

In Januaray, I over paid my insurance payment because the company failed to communicate internally with insurance agents. My son had gotten a reduction in insurance due to good grades, so the insurance company sent me a bill for Januray with a reduced rate after I had already overpaid the January payment. When it was time to pay the Feburary payment, I reduce the payment by the over payment made in January.instead of applying the over payment to the Feburary's bill, the company did nothing, but in March, they canceled my insurance.

This act of poor customer service left three cars without insurance. During this time, my son was involved in a hit an run accident, which was not his fault. After contacting the insurance and explaining what they had done wrong, they refused to fix this problem. I ended up having to escalate several times and I spent a lot of time on the phone, because this companies agents leave at 4:00. The first Claims Adjuster assigned to investigate this issue was rude and very unprofessional. When I escalated to the supervisor, she too was rude and unprofessional.

Finally, they assigned another adjuster who did listen to me as I explained the problem, but now she is refusing to fix my son's car. Her and the person that inspects the cars are trying to say that damage reported doesn't make sense to them. I am so frustrated with this insurance company, because what I see is a company who doesn't value customers and is all about the money. They even want to put a junk yard replacement door on my son's car. Enough is enough. I paid for insurance and now I just want my son's car fixed so we can move on without the stress. They were not there wo witness the accident and since March, my son is like any other teenager moving on to bigger and better things including school. He can barely remember this incident and recently told me that we should have just went ahead and fix the car ourselves. This is unacceptable to me and as an American, I want to know where has quality customer service gone. What happen to providing people with what they pay for& service. I think the government should reform the insurance laws and make these companies accountable for their poor practices.

Company: Mercury County Mutual Insurance Company
Country: USA
State: Texas
City: Austin
Address: 8200 N. MoPac Expressway, Suite 195
Phone: 8005033724

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