Amica Mutual Insurance Company

If you want even slightly reliable auto insurance coverage, do not use Amica. When I first called to report my collision, the representative forgot to ask for the police report number, and I had to remind her before our conversation ended. Once my case was assigned to an agent, I called him to discuss my claim and he started talking about a claim that was completely different from mine, turns out he mixed them up. I tried a couple other times to get in contact with my agent and got zero response, and no callbacks despite leaving messages. Finally after the case was resolved in arbitration, I tried to contact them for clarification regarding the outcome and no surprise, was ignored again. Avoid at all costs.
Mar 11th, 2024

Mar 9th, 2024

Feb 21st, 2024

Amazing customer service
Feb 6th, 2024

CAUTION! LONG REVIEW. READER MAY FALL ASLEEP. THE GOOD - 1st star for answering my call in a timely manner. 2nd star for following asking if I was still interested in enrolling with Amica. THE BAD - I was excited to sign up with Amica insurance. I performed online quote, took time to personalize quote the way I wanted it. At the end of the quote you cannot enroll online, you must call to finalize. No problem. Called into the sales department, gave the agent my quote ID. The agent took 28 minutes of my time and reworked the quote completely. All the time I spent customizing quote was wasted. I asked and was told online quote is a way of you getting an idea of what premium cost is before calling. I understand now call requirement is an upsell strategy. I was offered a 1mil umbrella policy in the first few minutes which "essentially pays for itself with the included discounts"...lol. When I would request a value be adjusted back to my original online quote I was met with objection and match talk... another sales tactic to create doubt in the customers decision making skills. I expressed concern with the quote not being to my liking and felt confused because I expected Amica to allow more customization since I'm the customer that pays the premium. After this comment the agents tone and demeanor changed. They said "OK, what do want to CUSTOMIZE?" I went through each update from my online quote and after each updated item I would get a "NEXT" and I would proceed with the change requests and then "Is THAT it?" at the end of it all. It was actually rather humerous. Maybe just my expectations were high but remember Amica prides themselves on customer service. The scary part is this agent is a Team Lead. So, I must ask the question of how the agent coaches her team to sell. The quote was of course lower than online...another sales strategy of under commit online and over deliver when you call in. Anyway, we ended the call after I requested the quotes for auto and homeowners be emailed to me for review with spouse. THE UGLY - I received ONLY the auto quote initially. Emailed agent to again request homeowner quote. Agent emailed quote next day. Opened homeowner quote and there were several endorsement options which were never disclosed or discussed during our conversation included in quote: - Water Backup & Sump Pump - Identity Fraud Coverage - Refrigerated Property - Along with a few others that are included in premium but were not disclosed by agent I must assume this is why quote was "accidentally" not sent as initially requested. I would have signed up for policy without knowledge of being enrolled in these products/services. They're not included and customers pay quite a bit extra for them each year. I confirmed this online before calling in. I feel this is a SALES ETHICS VIOLATION. I'm an educated insurance shopper. Consider the customers that overlook or are uneducated around these products/services, pay for them, and didn't request them. The banking/finance industry has paid dearly for sales practices similar to this. Amica, if you are listening....You are not invincible to being held accountable for sales tactics like this. Don't bother commenting for me to call in to discuss the situation further. My feedback will fall on deaf ears and I spent valuable time on quote and this review. As I said initially, it's unfornate because I looked forward to being an Amica customer because of all the great feedback I hear. With that said, if I can't trust Amica to give me an honest initial quote, how could I ever trust you when I'm at my most vulnerable during an insurance claim?
Mar 10th, 2024