California Department of Insurance

    Company Profile

    Company Profile

    Company Complaints

    Company Complaints

    Additional Information

    Additional Information

    Company Complaints

    Company Complaints

    • MERCURY INSURANCE COMPANY
    • 555 W Imperial Hwy, Brea, CA 92821-4802

    • 800-824-6194

    Company Performance

    Company Performance

    In compliance with California Insurance Code § 12921.1, the California Department of Insurance conducted a Consumer Complaint Study of all admitted insurance carriers. The company performance table provides the complaints determined by the department to require that corrective action be taken against the insurer, or leading to insurer compromise, or other remedy for the complainant, those that are found to be without merit, those with other outcomes, and justified complaints. Justified complaints often require additional review, as violations of California insurance laws may exist.

    Company Performance Report

    YearClosed Complaints (TOTAL of Categories 1-3)
    Category 1: Complaints found to require corrective action, leading to insurer compromise, or other remedy for the complainant.
    Category 2: Complaints found to be without Merit
    Category 3: Complaints with Other Outcomes
    Category 4: Justified Complaints
    202248211215022019
    20213787813216832
    202052010617424021

    Violation Study

    Violation Study

    The following table represents number and type of violations found, by reference to the line of insurance and law allegedly violated

    Violation Study Report

    YearLine of CoverageLawSectionSummarized Description of Law# of Alleged Violations
    2022AutomobileCIC1861.05aExcessive, inadequate, unfairly discriminatory rates1
    2022AutomobileCCR2695.8(f)Standards for the preparation of auto repair estimates on partial losses.3
    2022AutomobileCIC790.03h3Failing to adopt & implement standards for the prompt investigation & processing of claims2
    2022AutomobileCCR2695.3(a)File must contain all documents.4
    2022AutomobileCIC1861.025Good driver discount policy1
    2022AutomobileCCR2694a3In contravention of own rules, policies, procedures, guidelines3
    2022AutomobileCCR2695.8(e)(4)Insurer cannot require claimant to travel an unreasonable distance or wait an unreasonable period of time.1
    2022AutomobileCCR2695.8(k)Insurer must pay reasonable towing and storage charges and provide reasonable notice before terminating storage charge payment.1
    2022AutomobileCCR2695.7(d)Insurer shall conduct a thorough, fair and objective investigation. Cannot seek unnecessary information from claimant.1
    2022AutomobileCCR2695.7(b)(1)Must deny all claims in writing. Must cite statute, applicable law or policy provision on 1st party claims.3
    2022AutomobileCCR2695.5(b)Must provide complete response to claimant inquiries within 15 calendar days.2
    2022AutomobileCCR2695.5(a)Must respond to the California Department of Insurance within 21 calendar days.1
    2022AutomobileCCR2695.8(e)(3)No insurer shall communicate false, deceptive or misleading information to the claimant.1
    2022AutomobileCCR2632.13(e)(2)Respond in writing to a request for reconsideration of principally at-fault determination within 30 days by an employee other than1
    2022AutomobileCCR2694a5Failed to respond or did not provide a complete response3
    If complaint data does not appear for this company, this link will provide you with an explanation.
    To view the California Insurance Code (CIC), Click here
    To view the California Code of Regulations (CCR), Click here

    Comparison Data

    Comparison Data

    The information below is for complaints closed during the study period for this insurance company. The table provides the Justified Complaint Ratio, Market Share, Complaint Share, and Index for this company, grouped by the line of coverage the company was authorized to sell in this study period.

    Comparison Data Report

    If complaint data does not appear for this company, this link will provide you with an explanation.