MAPFRE Insurance

Want to know when a company is REALLY BAD? When managers and employees at car rental firms in California tell horror stories of their customers having to deal with the most terrible Mapfre Insurance. I heard these sad tales when I was picking up my own rental car after a Mapfre driver hit my 2-​week old VW Beetle when I was coming home from CHURCH!
This devil was on something or hungover but he aimed his big truck right at me as I was driving down a hill in mid-​May. The police lady who arrived told me he admitted fault in the accident and she said that would mean his insurance would have to pay to «make me whole.» Haha. That cop didn’t know the idiot driver had Mapfre Insurance. Which really means delays, excuses, not answering their phones, lies, lies and more lies. Then, this past week, the evil Arizona adjuster sends me a letter that Mapfre is denying my claim because their druggie driver said I HIT HIM! Well then, why is his gray truck paint all over my dented green car’s back panels?
Mapfre doesn’t let a little thing like THE TRUTH and DOING WHAT’S RIGHT get in the way of doing business. They are greedy, incompetent thieves but they are going to fix what their driver did wrong to me. They are also going to have to answer to the BBB in Massachusetts and the state of Arizona Insurance Dept, for BAD FAITH INSURANCE PRACTICES. The state of California Insurance Dept. has already told me they are ordering the case files in this bogus case. I am plastering my Unilocal of crappy Mapfre all over Facebook & Twitter.
You may pick this loser company for your own insurance because they are cheap or you have a bad record & this is the only one who will offer you a policy but you might live to regret it. I bet Mapfre would throw their very own paying customers under the bus, if it would save these fiends a few bucks. Save your money and get AAA insurance. They are expensive but body shops and car repair places love AAA and they treat their customers like gold! 1 Unilocal STAR is too good for these shysters at Mapfre,

This company is 0. I don’t know how they got an A rating. I can’t even get them to talk to me after 6 weeks after their customer hit my car!!!

Disclaimer: This review applies strictly to the sales/​quotation process alone. I have not yet had any claims with Mapfre/​Commerce so cannot comment on that aspect.
I am an experienced driver with ~6 years of driving experience outside the US but having had limited US driving history, buying auto insurance wasn’t very smooth. I obtained quotes from several big names as well as from local insurance agents working with New England area companies. Some entertained my prior records, others didn’t. Of those who did, Mapfre offered the best coverage within my budget. However, what truly set them apart was the sales representative (Jose Abraham in the Webster office) who was very diligent, patient and responsive throughout the sales process. He explained all charges and discounts clearly and transparently (why something did or did not apply, for example) and provided me with updated quotes every time I requested an addition/​subtraction to the policy. On the actual day of the car delivery at the dealership, he was again very quick in getting things done, and done right. In fact, the sales manager at the dealership was surprised at how efficient my «insurance guy» was. While I understand that everyone puts their best foot forward while trying to close a sale, I think offering great prices while being transparent, responsive and courteous towards your customers would qualify for good customer service.
Advice for those visiting the US and buying auto insurance: obtain copies of local driving records from your local licensing authority before traveling and then shop for companies who entertain such records to provide you the necessary credits.

pray that you are never in an accident with a mapfre insurance carrier! my 2008 nissan versa was hit and totaled in the middle of the night while legally parked on the street. the driver fled the scene but was caught that night and it took 3 days to get her insurance information. from day 1 this has been a nightmare. they leave me a voicemail to tell me that my car is totaled, theyre taking full responsibility (duh), that the car is mine and has to be off the tow lot by ⁶⁄₂ because thats all theyre paying for. i called the tow yard to see what i have to do to have it picked up. they told me all i need is the insurance company to send proof theyre gonna pay the $ 1100. starting ⁵⁄₂₇ i called mapfre every day trying to get proof theyre gonna pay. the first person told me to wait, he was clearly full of crap because he said mapfre is going to pick up the car and to just wait until my adjuster called me. well the adjuster is on vacation until ⁶⁄₆! so i called back, every day, begging for them to send proof to the tow company so i can have the car picked up before ⁶⁄₂. on ⁵⁄₃₁ i called for the 10^th time they promised to fax the proof, yet never asked for a fax number??? finally on ⁶⁄₁ i have a pick up time scheduled for ⁶⁄₂ at 3pm while the insurance has promised to fax the proof over as soon as they opened on ⁶⁄₂. i called the tow yard at 10am on ⁶⁄₂ and they never received any fax. during this whole week the tow yard was also calling mapfre talking to the same people trying to get written proof, they are telling both of us that theyll pay but wont put it in writing. i spoke to a man, very unhelpful, who said hes going to type something up now and fax it, seriously??? i go to the tow yard at 3pm and what a surprise NO FAX! i called mapfre back they said they sent the fax, the tow yards fax machine was working fine, so they «resend it» NOTHING! i called back and spoke to a woman asked if theres any other way to get the proof right now, email maybe, the woman literally raised her voice at me and hung up! this reduced me to tears. im standing at the tow yard with someone that wants to pick my car up, mapfre says it has to be out tonight, but they wont help! i called again, this woman said she would email me proof. see the picture of the email i got. NO IMAGES! its after 4:30 now mapfre is closed, the tow yard closes in 30 minutes, and the person to pick my car up has left. i had to pay the $ 1100 out of pocket. now ive spent over $ 2000 between the rental and the tow for an accident that i was asleep during! the tow yard owner said he has dealt with this company 3 times and only 1 of them went smoothly and thats because it was just a repair not a total loss. he has a car from mapfre that has been on their lot for over 2 months racking up storage charges. no one from mapfre gives a damn about peoples lives and how theyre being disrupted by this insurance company.

Horrible customer service. A month till I first heard from the adjuster handling my claim. Thankfully this isn’t my insurance. i already got it handled through my own insurance.

Mapfre is the best! I have been in the insurance business for 25 years, and this company offers great coverage, competitive pricing, and excellent claims service.

Commerce Insurance just dropped us and we find it appalling! During the sub zero temperatures that we had in February, we had a pipe freeze and burst. We caught it very quickly, however there was damage that was assessed and things we had to have repaired and replaced. It’s crazy that they will drop you for situations that are beyond your control and for something that should be labeled as some kind of disaster event. We know that so many other households had the same problem as us because we found it difficult to get a plumber to the house because everyone was having the same problem!
Before getting any of the work done, we called our agent and she assured us that the water pipe burst would be labeled as a disaster event. Due to this labeling, we would not be dropped and our monthly insurance payments would not increase.
Last week, we got the cancellation of insurance notice. I guess the short story is don’t get Commerce insurance unless you know you’ll never need to file a claim, because they drop you as soon as they possibly can.
UPDATE (19May2016): Our home insurance policy has been reinstated by Commerce!

MUST READ! The cliché of wishing I could give this crappy company a zero star couldn’t be more true in my case! Hopefully John Rubic in customer claims never deals with another customer again, but after his boss just told me how he wasn’t there for the call exchange between John and I he can only moving forward to basically keep an eye out. Since John hasn’t had any complaints he will continue on and that is that. They are the rudest company who will not be helpful when something does happen and you have to deal with them. I had to do the calling and waiting on numerous holds to get any sort of communication out of them and all I did was hit a parked car, so I couldn’t imagine how it would’ve been if it were worse. It was quick and simple and took less time then my hold times with MAPFRE for me to switch companies. Don’t waste your time, shop around and remember customer service is easy when they want your business but beware for once you’re a customer, you won’t be happy with their customer service! And I would record your conversations you have with them because in my case with John Rubic, he lied and said he never said the things he said to me.

Whatever you do, try your best to never get hit by a driver who is insured by this company. Completely unresponsive customer service. If you view the stats with the DOI, they have the highest number of complaints.

This is a horrible company. They failed to reimburse me for over a year after my condo was destroyed from a sprinkler burst. Do not ever go with this company. They don’t even bother returning your calls and try to come up with every excuse not to pay. I’m filing a complaint with the state of Massachusetts and better business bureau.

This is an update with Mapfre, Panama.
They still have refused to respond to our requests for my mother in law’s policy.
The US branch of Mapfre said they would try to help but apparently they were unsuccessful too.
I am posting these reviews with the intention of showing potential customers the parent company’s attitude toward fair dealings. I am highly confident that legally we will win this fight, because a contract is a contract. They are just trying to stonewall hoping that we will go away.
This is how Mapfre deals with people instead of communicating. If I just received a phone call from this company, I would be thrilled. I will continue to post from time to time to show you the problems you could run into with this company.

My experience with MAPFRE/​Commerce was horrible. I have been a customer of theirs since I started driving 15 years ago. I had my first accident where I was at fault which rendered my vehicle inoperable back in October.
My vehicle was towed to a tow yard figuring insurance may need to assess the condition after the accident The information was sent to them and a few days later I receive a voicemail from MAPFRE asking to give them a call about the claim. I called them back but received voicemail so I left a message. I don’t get a return call back. I give it some time and try again, same results, no call back. After some time passes I then try and call in to see if there was anyone else I can talk to in order to get a status of where the claim process is. The person I spoke with wasn’t even able to find a policy under my name, which did not sit well with me. I call back later when I had the claim number in front of me and was told the adjusters name that it was assigned to. I called him and got voicemail, left a message. More time passes and I am still unable to contact anyone at MAPFRE that can tell me what is going on. Fast forward to late December I was able to finally reach the adjuster that had my claim, the same day that I received a letter from the Police Department that I was being cited for vehicle abandonment because all this time my vehicle was sitting at a tow yard and MAPFRE has done nothing and wouldn’t return my calls.
When I finally spoke to the adjuster he kept reiterating that they received the information but I am not covered for my vehicle and there is nothing for them to do. I asked what the normal claims process is for the situation and he just kept saying that they don’t need to do anything. He said they called me once (the voicemail I received) and they emailed me once, which I do not recall getting anything in email. So they didn’t return any of my calls or even send me anything in the mail to explain what was going on.
This resulted in me racking up over $ 2700 in storage fees for a vehicle that, at best and undamaged, was only worth about $ 2000. All the time that passed I assumed things were being handled by them when in fact they were doing nothing. MAPFRE has caused me nothing but stress, headache and large unnecessary bills. I suggest staying FAR away from them. Paying more for a policy elsewhere will likely be cheaper than what may happen if you ever need to use your insurance!

If I can give them a 0 star i would give them –99 999 999 999 999 991 611 392 stars!!!
teh WORST WORST WORST insurance company ever.
My car was taken in to a body shop but I wanted to get it fixed at the bmw dealer since this is not a cheap car plus it is an engine issue.
After they towed to bmw dealer, we just can’tget hold of anyone!!!
They are just dragging time and saying that the dealer never sent them an estimate but they are saying that they will not pay more than whay they (their 3^rd party) estimated at the bodyshop earlier??? Well the reason I pay these premiums every month is for you guys to deal these situation and get my car back to the good condition. I don’t care how much the other party estimated becuase im not going to put an used engine on my car and I have the rights to choose the place to get my car fixed!!!

LIAR LIAR PANTS ON FIRE!
Let me being with: MAPFRE is not my insurance company but the insurance company of the other person I was in an accident in. I filed a claim against them 20 minutes after the accident occurred. I had called my company and they recommend that I file a claim against them and I agreed given the details of the accident.
It all started out great. The lady on the phone took down my information. She set me up with a inspection. The first sign of sketchiness was that the «third party» inspector was actually their own Drive-​In Appraisal. But, because the lady on the initial phone call was so nice, I decided to look over that detail. And it was the quickest way to get my car appraised. That same day, I go to the drive in.
First, I’ll explain the accident. I was on Madison St in Worcester, driving towards Kelley Sq. I was in the right lane, she was in the left. We were approaching the green light that intersects with Gold Street, when she merged into my lane, hitting my driver’s side mirror, forcing me to grind the right side of my car on the curb.
The damages correspond to that. The appraiser said I need a new driver’s side mirror, a new right front passenger hubcap and rim (given that mine looks like someone sanded the rim down with gravel), and two new tires, both on the passenger side. The only weird detail from the appraiser is that because one of my wheels had wear and tear on it, I would only get appraise for 75% of that part. It was chalked up to a «betterment charge». Fine.
Now is when everything took a turn for the worse. I get assigned an adjuster who’s going to review the case and determine liability. I call my adjuster and he said that in order for him to continue he NEEDS a written statement from both I and the insured. No problem. He emails me the form I fill it out, I drive to work on my day off because they needed a faxed (apparently it’s still 1989) or mailed copy.
Days pass, I call various times, my adjuster was always“assisting other customers, or away from his desk” according to the prerecorded message. I do speak to some other people. My question was simple «Did you get my fax?» The answer was always «I don’t have anything attached to this claim.» Or «These things take time to process.» No problem. They finally receive my all important written statement, and now we wait for the insured’s statement.
Time passes, her written statement has not been received. They’ve tried contacting her, leaving her messages, mail, email. They are doing everything they can.
I call this past Monday, Dec 14^th, and it took 9 calls to finally contact the adjuster. He finally told me based on the statements we’ve received and the information we have we are determining ⁵⁰⁄₅₀ liability. I was like «OK?». I asked what in the information given, determined the ⁵⁰⁄₅₀ (aka 50% of the accident was my fault). Well its from the statements we received, they are both conflicting with each other. I asked «Can I appeal?», he said no you would have to take the insured to small claims court.
I was confused, but I was willing at that point to accept it, and just take her to small claims. BUT THEN CAME THE LIE! I called again and spoke to «my guy» and asked him to email me her written statement. He said «Sure no problem. What’s your email again?». He said «I’ll just download it and email to you». A couple hours pass, and nothing in my email. I call again and speak to someone else. Not only do I find out that there is NO WRITTEN STATEMENT, worse he called her that same morning and left a vm to remind her to fill one out. I also find out that they haven’t been able to contact the insured since the accident. WHY LIE TO ME!!! Today I call, ask another rep (because mine is away from his phone) about all this misinformation, and all he has to say over and over again was «ARE YOU GOING TO ACCEPT THIS ⁵⁰⁄₅₀ LIABILITY OR TAKE HER TO SMALL CLAIMS?“He was so disrespectful. I kept saying that my questions still have not been answered, given that I was LIED TO by another rep. I asked how did you guys get to this decision without her super important written statement that was needed for the last TWO WEEKS. How is there conflicting information when there is nothing to conflict with?
I call to ask for a supervisor, get a machine. He calls back leaves a vm because I’m at work. In the vm he says «…I’m reviewing the file, I’m not sure why you’re calling… blah blah blah» I was calling because I was LIED TO and still have not been given a clear answer on how the liability of the accident was determined. I’m so shocked by the lack of empathy, clarity, and overall customer service showed by this company.
I had an experience with a previous company that was so polite, attentive, and caring that I switched to them even though they were a bit more. Not going to happen with MAPFRE. When people heard that I got into an accident and had to deal with MAPFRE, every single one groaned and wished me «Good Luck.»
No wonder.

Up to now I had no issues paying my premiums and I liked the roadside assistance. Just had my first accident and the experience is HORRIBLE. The person handling my claim is rude, I emailed twice over 2 weeks ago and no return call yet and most importantly I had $ 500 deductible for last 2 yrs on my BMW and when I called to switch to my Lexus the agent put me at $ 1,000 deductible and never sent me any email or mail correspondence confirming changes and now they say I have to pay $ 1,000 deductible instead of my usual $ 500. Thinking they might be good for roadside assistance but not for actually covering and protecting me in accidents.
I sent you an email with my info and up to now STILL NO CALL in regards to my claim.

I’ve had two unfortunate claims and have been very impressed and satisfied with this company more than I ever have been with any other car insurance company! Keep up the great work Mapfre!!!

The sales agent Wade has always been great.
However my lienholder sent me a letter saying they’d been notified by MAPFRE that the auto ins. on my 9 month old car had lapsed. I confirmed that automatic payments were up to date, the ins. co. said I was currently insured… no explanation. Why did I hear from the lienholder and not MAPFRE.
Currently I am in the middle of making a claim. The sheriff came to my door late one night and told me my car had been stolen and in an accident. Ins. investigator Steve Castellanos waited a week to call then made an appointment for 3.5 wks after the incident. Now he wants to make another appointment to «interview» my fiancé, who isn’t even an insured and wasn’t driving the car, 39 days after the incident. Steve doesn’t want to work weekends… guess what Steve I worked every weekend for 30 years:/
Two other agents told me that sheriff would give them (
.) an accident report. The investigator mentioned info that was in the report,(so he has seen it) then he tells me I must go get a report and give it to him. I wonder how long they intend to stall.
A lot of hockey puck.

I enjoyed my time with Commerce/​MAPFRE for several years, until I had to use their services. Bad luck struck in 2013 when I backed up and found another car in my blindspot. No damage to my solid SUV but the other car’s fender crumbled like tin foil. The claim was paid. About 16 months later I was parked next to one of those «yellow poles of death» outside the post office. I never left the car and forgot that the short cement pole was hiding just outside my door. When I backed up the pole easily removed my headlight and much of the fender. My fault, but a common accident, I’ve since found out. Prior to these two incidents I had not had an accident in over 20 years.
In any case, the claim was paid, but then MAPFRE chose to double my premium. I simply got new insurance elsewhere. I guess MAPFRE no longer considered me a good risk. Too bad.
By the way… what the hell does MAPFRE mean? It’s really a terrible name for the company.

I wish I could give NO stars! Nightmare!!! Do NOT use them under any circumstances and the 100 dollars you might save a year is NOT worth it!!!
An update to this insurance company. I told the broker to cancel my auto insurance when this company cancelled my home owner’s policy and they never did. I did not choose to renew my auto policy with them and I paid in full for the year I did insure my car with them. Now they are sending collection agencies after me for 38 dollars and I NEVER renewed the policy!!! What is wrong with them?

Aha, I FINALLY found a place to warn others of this awful company. I was dropped a little over a year ago for exactly ONE at-​fault accident in my 18 year driving history. Yep, you read that correctly. No explanation, nothing. My agent couldn’t even figure it out, just that I should choose someone else and be done with it.
Not only was I dropped for that accident, I had to get the CEO of the company involved in an email chain because the person dealing with my claim was unresponsive and didn’t go to bat for me on another accident that clearly wasn’t my fault. I drew a handful of diagrams of the scene and insisted it could never be my fault since the damage happened to the rear bumper. Emailing the higher ups yielded a result the same day but why put someone through this? If this is PART of the reason my coverage was ultimately dropped then good freaking riddance.
Avoid them at all costs. Go with one of the larger, national chains that are now serving Massachusetts. Horrible customer service all around, they don’t care about helping their paying customers in the claims process until you get angry with them and will drop your policy without what I consider, a good reason.
***I REPEAT, NEVER USE THIS COMPANY FOR AUTO INSURANCE, EVER***