Insurance companies are easy targets for people's anger but we had a great experience with MAPFRE. We recently totaled a 2 year old SUV. After everyone warning us that we would get a first lowball offer but MAPFRE's offer was 100% of the KBB value and that was only $2k less than what we actually paid for it 2 years prior. And they included the appropriate sales tax on top of that. They were reasonably quick and responsive considering it happened over the Thanksgiving holiday stretch. We have no complaints. read more

I wish we had the option of giving negative stars. Absolutely the worst experience in all my driving years. Avoid this carrier, they expect payment but will let you languish if you make a claim and attempt to force you to accept sub standard repairs on your expensive car to save money. They don't care your car's trade in value or quality of repairs. read more

I reported water damage from a broken pipe to MAPFRE in January 2018. The adjuster they sent refused to look at all the damages even the obvious ceiling in the bathroom that was totally destroyed. Obviously they were instructed to lowball the cost of repairs. When I asked the rep from Mapfre if they had a contractor they recommend not only did they recommend someone but said if they found additional damages they would be approved because they had worked with them many times and trusted them. Here we are in August 2019. Contractor was thorough, documenting the additional damages Mapfre's adjuster refused to look at which of course brought the repair costs up. Mapfre approved those repairs. When the contracting company went to take out permits from the local building inspector he informed them there were many things that needed to be brought up to code. I have that coverage on my insurance and pay additionally for having an older home. Mapfre not only refused to pay for code issues they decided against my wishes to cash me out for the original adjusters estimate. I'd like to add to this that during this saga Mapfre was aware that that my husband passed away on Christmas Eve 2018 after a seven-year illness. And despite all that one of their managers lied to me, went against the contractor they recommended and against my pleas to just do the right thing, He didn't even include the emergency repair I paid which more than covered the deductible. They used the original adjusters estimate that didn't include all the damages. Any delays in beginning repairs did not cause any additional damages, everything was the same as when the damage first occurred. Imagine forcing someone newly widowed into having to seek legal recourse and pay legal expenses because they opted to go against the very contractors they touted. Evidently when they don't want to pay a claim this is the road they take. By the way none of these funds would go to me they pay the contractor directly. One star is too high a rating. read more

I was in an accident Feb 9th. I had Mapfre, who was the other drivers company, come out to do an appraisal for repairs. It came to approx $1500. When I initially called Mapfre to get info on the claim (I believe the other driver was at fault) I was told I had not sent them the police report which I promptly faxed over. I called a couple weeks later ( mid March and spoke with a Noelle?) She asked me a couple questions about the accident, where it happened etc.. I believe she looked up the intersection on her computer. She then said ok you are all set We can either send you the check for repairs or have it directed to the body shop. I also asked if I could get a rental and was told yes. I wanted a copy of the appraisal sent to me. After approx two weeks, having not rcvd the appraisal from Mapfre, I called again. This time I spoke to a Paul, who obviously was not trained in positive customer service. He told me that in Noelle's notes there is nothing stating that the claim would be paid. I asked how I would know about the direct pmt or ck to me scenario and he said well its not in the notes and the claim is still being investigated. They said they still haven't heard from the other driver. They called him 2-15-18 and mailed a letter on 3-30. Really not my problem. If he doesn't get back to you I have to keep waiting???? I asked how long do they give the other driver to respond and was told as long as it takes (months or years) I was flabbergasted. I was told I could go thru my own insurance but I will have to pay a deductible and rent a car and am afraid I'll never be reimbursed. I think they feel ppl will just give up. Well Mapfre, be ready for calls weekly, a report to the better business bureau and court if necessary to get this done. I was told by your employee, I was all set and then told by another employee I was not all set. If I had brought my car to get fixed, i would have had to pay the whole bill myself along with car rental charges to get my car back. Your company is disgraceful and i will let EVERYONE I know hear about it. Seeing as though I am in sales, that is quite a few ppl each week. read more

The company is fine when you don't need them to handle what you pay them for....wait until your car gets totaled ( no fault of my own)and you have no car. Their process is ridiculous, they do not care about how that interrupts your life/work....yet as a customer you have to be on time with payments or your cancelled . A big company like this should be able to handle this in a timely fashion read more

So far so good - Mapfre resolved the vehicle portion of my claim in less than 14 days and that included a rental!!

I had full coverage insurance with this company. I was on the freeway stopped in traffic and an unlicensed driver slammed me from behind and sent me into the car in front of me. The car was damaged to the cost of 3200 dollars and they wanted to total the vehicle. Took two month to get an adjuster out. The collision shop said that there was no reason to total the vehicle but these guy wanted to resell the car and leave me high and dry. My expensive monthly insurance got me nothing but headache and a damaged vehicle. They stuck and are too small to be able to afford paying the claim so the lowball it and take the car and leave you screwed. read more

I want to give zero stars to Mapere Insurance! I got a car accident on end of December 2016. They did not call to me 1 week and my car towed at towing place and they charged me $800 towing fee and storage fee !!!! Because Mapere insurance never call me back and I called them 10 to 15 times but person in charge never call me !!!!! Finally adjuster came and checked my car . It's takes 2 month !!!!!! And they send a check for my advanced payment ! I was dissatisfied because the price was WRONG!!!!!!!!!!! And now I paid for my new car's insurance for renewal. I paid over $1000 but they send me an invoice which additional $1200!! So total $2200 ( 6 month car insurance fee) I completed agent which Tsuneishi insurance company they are investigating about it now. I can not trust MAPERE insurance. Please give me a correct price for my car insurance. They charged double insurance fee to me and never send me back a money !!!!!!! Please do not member of MAPERE insurance! MAPERE insurance company is the worst insurance company in the USA for sure !!!!! read more

Don't waste your time with this insurance company. They do not respond to emails, they take forever to respond to a claim, and in the end, they don't want to cover. What's the point of being a loyal customer for years? read more

!!WORST INSURANCE EVER!! PLEASE AVOIDE!! So I've had these guys for a couple years now and have had no issues. Until the other week. I recently got a new car and sold the other one. So in doing so I had to drop my insurance on my other vehicle and get insurance on my new one. Well I asked for full coverage and i was told their computers were down and I'd receive a follow up call the next day with a quote. NEVER GOT ONE. Then I received my insurance cards in the mail so I figured they did everything I asked. Then just the other week I woke up to a text message saying I had $350 taken from my account by my insurance. I'm only 26. That money is needed for my other bills and rent. So basically they screwed me. I've had to borrow money and all of this has happened because THIS COMPANY WAS TOO INCOMPETENT TO DO A FOLLOW UP CALL WITH A QUOTE... Instead they think it's a good business practice to tell you they can't give you a quote when you call them and then they just go ahead and take a ridiculous amount of money from you without a VERBAL AGREEMENT. Also it's been a full week and I haven't seen a refund. AND THEY LEGALLY OWE ME ONE SINCE I CHANGED INSURANCE COMPANIES THE SAME DAY AS THIS BS TRANSACTION. I was told so by my new insurance company. So if I don't receive a refund I WILL TAKE LEGAL ACTION. Can't express this enough people. PLEASE AVOID THIS COMPANY AT ALL COSTS. read more

This is a horrible insurance company, I do not know why I went with them lesson learned. My policy covered windshield replacement, that I was being charged for. When they had to replace my windshield, they raised my policy rate by 36 dollars a month. When my insurance was renewed, they misquoted me and after I had paid, they sent me s letter a week later stating that I was misquoted and had to pay the differenceryig or have my insurance cancelled. When it's their fault you pay, also they hire the worst people to do work on your car. My windshield leaks air when you go down the road, they broke the molding and they won't make it right, but when they want their money, that is a different story. Please if you need insurance, do not do business with them. read more

their inspector determined I needed some home repairs and delayed telling me about the requirement that I fix them on their schedule till nearly mid-winter. Finding a reputable Contractor to work on exterior repairs in the winter in the northeast is nearly impossible and cost prohibitive thus I was not able to get any work started till spring and when the repairs took longer than expected they dumped me. To add insult to injury they won't re-instate or rewrite the policy because of the gap in coverage caused by their policy. I have had my auto insurance through them for more than 20 years. No loyalty for long standing customers! I will be taking my business elsewhere. Addendum: They Contacted Me after my review. they did not refute any of my statements. Their statements to me leave me feeling even more so that they have no loyalty to long-standing clients. While they are within their rights to not do business with me. I have the same rights. Don't fall for it, they don't have to do business like this. They choose to. read more

Terrible!!! Worst insurance on the planet... They cant get anything correct... Good luck getting them on the phone EVER!!! They absolutely suck in every way possible. HATE read more

Mapfre is refusing to send funds for car seats that require replacement after an accident with their policy holder who hit me and my child. I have provided receipts, photos and user manual that expressly state that replacement is necessary. This is unethical. Do not use this company. read more

Contacted the customer service that you suggested and no one ever responded. What a joke! I think you thought by making a comment it would show your company cares but clearly that was just for show! read more

Horrible. Wish I didn't switch insurances to them. I was victim of a hit and run and spoke with my adjuster. After I got my estimate I questioned why the damage to the back of my vehicle was not on the estimate. My adjuster then replied I would have to make an ADDITIONAL claim for damage to the back and that he directed me to the another department after first our phone conversation to set that up(which is a big lie because he did not do that- but he played it out like I didn't do something) Not to mention, I had to reach out to my adjuster after going on almost 5 days from when the claim was submitted; finally returned my call 10-15minutes before the end of his shift. Worst experience of my life. Will probably end up looking for another new policy because the three months with them have been horrid read more

Its been over 5 weeks I was hit by a deer on 12-02-2017 My BMW 3 series was deemed a total loss. Myself , my coworker & My Agent have left over 7 messages since last Friday1-5-2018. The total loss settlement sucked to say the least. I have exhausted my rental car limits & still have not received a courtesy phone call or settlement!!! They refuse to compensate me on my brand new tires with only 5K miles on them paid almost $600.00 in April 2017, the reason being that were not purchased within six months. I have been insured with commerce over twenty years! Homeowners & up to three cars in previous years. Goodbye Mapfre For Good!!!! read more

Be very careful with MAPFRE. If you have a person that they think lives at your address they can add the person to your policy without your consent and send you a bill with a higher premium if their experience rating warrants it. Sounds illegal but apparently they feel they have the legal right to do so. This happened to me and when i told them that the person does not live there they told me to prove it. I have no control over the person and cannot tell them to go to a courthouse as they requested and testify under oath. It is an easy problem to fix and just pull my cars and house insurance and tell them to go pound sand. I thought for sure that when i attested to the fact the person does not live there and they do nto have to pay any claim for the person that it would be enough. Be very careful and check the bill to see if they add any additional drivers on your policy. read more

Planning on hiring a public adjuster to deal with Commerce. After the winter storms my house had serious ice dam issues and my roof is cracked. trying to deal with the adjusters and they refuse to help. We have 2 contractors quotes at 70K and commerce is giving us $16K. Do not use them -- I have 2 small children and worry about their health and mold growing in our walls. Find another insurance company that will help you when you need it and not send people to find reasons stop deny your claim or ignore you. read more

Awesome company.... They go above and beyond for clients and really seem to know the importance of customer service. My family owns an insurance brokerage firm in MA and has been involved in insurance for over 40 years and has written many different companies throughout the years. With that being said, out of all of the insurance companies in MA I would have to say that Commerce is the best. People do not realize that Commerce has to be doing something right when they write over 35% of the market in MA and call MA their home-state! What is funny is that people do not understand insurance at all and so many times they blame things on Commerce Insurance as a company when it is really the fault and/or responsibility of their AGENT who writes the policy for them through Commerce. See Commerce is in MASSACHUSETTS and MA is one of the most agent friendly states, plus Commerce relies heavily upon their agency system as they are NOT a direct writer. If you have issues then your AGENT should address them - Especially things like address changes and such that I have seen here on this YELP page. Please note that if you change your address with the RMV it doesn't mean that it will automatically change with Commerce... Also, if it takes 2 weeks for the insurance company to send you a check for your claim (which is very reasonable to say the least) it is because you do not take your vehicle to get inspected by a MA licensed appraiser right away and you do not complete the appropriate MV Operators Crash Report and necessary info that the company needs to do their investigation - Companies do not just throw money out the door! Needless to say, if you have an issue with a claim you call your insurance agent and employ them to fight for you & stand up for you and use their lasting relationship with Commerce to help you... So many people are just absolutely stupid and brain dead when it comes to insurance - with all honestly it isn't the easiest concept to grasp for all - and really need to make sure that they deal with a good refutable insurance agent who explains things well and is there for them when they need help. read more

I have been with this company since march I've made my monthly payments on time recently transferred banks and let my broker know over the weekend on September 24, 2016 THE DAY my payment was DUE and said he couldn't do anything until Monday so Monday comes and i don't hear anything back so i followed up with my banker on the 29th and said the bank declined my charges of course that account is closed now today i had to pay $60 EXTRA FOR BANK Closure since they didn't receive their money which i stated above tried applying on its due date. read more

Thank you, but school's first and mapfre dropped the bomb on miscommunication. It has been resolved. However, come Feb 2017 my husband and I are switching car insurance read more

This is BY FAR the worst auto insurance I've had in my 12 years of driving. I went with Commerce because the VW dealership where I leased my car set up registration and insurance on my vehicle. My rates have been raised significantly every year (20% year one, 25% year two). I had a glass claim for when my window was broken during a break-in back last year and then an accident this past August. Hey, wait....Did I just say August? Like four months ago? Yes...yes, I did. So you must be thinking..."all is well and the car is fixed!". Um, no. I have been without a car for FOUR MONTHS. Commerce has cut a check, sent it to an address I haven't lived at for a year (but sends my bills to the correct address conveniently), says they cut me a new check but didn't until I called to harass, etc. I'm also being cut a check for maybe 10% of the damage to my car. Seriously, this is a freaking NIGHTMARE. I've easily spent hours on the phone (and their hours are 9 to 4 Monday through Friday which couldn't be more inconvenient) trying to get this done. I'm ready to pay a good $5k in cash to get my car back at this point. And that's sad when I'm dishing out tons of cash for the policy every year. STAY AWAY. read more

I was contacted from MAPFRE about my review. I will say it took talking to a sales rep then talking to a manager then leaving this review. But at the end of the day I received a fair refund. I was very surprised...as aside from an email there was no other mean of communication but came home and found a fair refund in the mail. I will consider the insurance company for my next car. Thank you read more

Got rear ended in March. Still waiting for a decision. Not very happy with this company. Claim they will call me then don't. So the company is claiming I have no motor damage without the engine checked out. I tell the rep that's fraud to conclude that. She is sending me a check for minor bumper damage. She laughed at me when I said fraud. In done with this company! read more

So unhelpful as a company and poor customer service. A woman hit my car from their company and my insurance has been going after them for 2 months already. The woman I was told to contact at their company, Michelle, took weeks and 5 voicemails to call me back, and had the most rude tone and phone manners I have encountered at a company. She couldnt stop talking over me, raising her voice, belittling me, and was so unbelievable that I ended up hanging up on her and filing a complaint with Commerce. STAY AWAY read more

i recently had a claim with your company and the adjusters name was marian zapata. she was very helpful in processing my claim and letting me know what to expect from the company. i look forward to doing business with your company in the future. enrique martinez read more

I was hit by someone carrying commerce insurance, not only did commerce make no effort to assist me with my claim in any way, I had to do all the leg work and in the end, they denied my claim and refused to fix my car because the guy who hit me was in his "grace period" of switching plates to a new car and "never reported the car to them". It didn't matter that I had two police reports stating that this guy had a bill of sale and was legally under his grace period. Terrible service, I have friends who are even considering dropping this company because of this. read more

This is probably one of the worst insurances. They have horrible customer service and the supervisor are even worse. Talked to Brian, the supervisor, about an issue and he said he fixed our problem then had the same problem the very next day so I called him again he said he would return my call then never did. I called him all week and what did he do, nothing, because everyone would tell me he was not at his desk so never had a chance to talk to him again. Luckily the department of insurances takes these issues very seriously and will not stand for thievery. So please do yourself a favor and go with a better company because this is a legit P.O.S. company read more

I have to agree with the critical reviews here. This company was very unhelpful to us. My wife had 30 years of a clean driving record, had a small fender bender, and the other driver had Commerce assess and they charged over $2000 for minor scratches. This made it a "serious car accident", leading to points on the driving record. We contacted them, sent them pictures, followed all the rules, went to a hearing with a state attorney, who seemed very friendly to the Commerce representative. They wouldn't budge. Essentially, they don't care how you feel and they won't listen to you and they'll get you points on your record to get their money back for inflated and unfair damage assessments in minor accidents. They are huge in Massachusetts. The best thing you can do is to avoid them. I'm paying higher rates to go with someone else so they don't have my business, and I managed to trade off the increased auto rate with lower house rates with Arbella. Shop around and avoid Commerce. read more

Just bad, recently my wife was hit by another driver , not much damage at all but had to file the claim. The body shop we chose was good and had our car ready in a week, but Mapfre did not pay the claim on time and due to this we could not get our car and in fact had a rental car for an extra 9 days before Mapfre would pay the claim so we could get our car. To me this is very sloppy business, and an extreme mismanagement of money. And, of course, it's the consumer that has to ultimately pay for this. I cannot recommend such a poorly run company. read more

I have Commerce Insurance for my home and my autos, and I have had the misfortune of making claims on both policies. They were very good to me, and I couldn't be happier with their service. Someone hit my car from behind, and I didn't have a hassle, or have to pay my deductible. The other driver was considered automatically at fault, and Commerce paid for 100% of my damages. My house was robbed, and they gave me the money to replace everything that taken with brand new items. No depreciation! I have heard that companies will do that with claims, and was expecting it, but Commerce treated me with respect. I'll never leave them! read more

Commerce Insurance is mind-bogglingly terrible. The only contact I had with the company was an email giving me the information on the adjuster for my case. I never got a call from them asking for my side of the story or informing me of any progress with my claim, and thank god I was told by a friend to not speak with the other insurance company about anything because Commerce made no effort to give me any assistance or coaching. When I called them and asked to speak to the adjuster about receiving a letter from the other ins. company stating it was somehow my fault, the guy on the phone casually told me that my adjuster was unable to speak to me and he would just help me out. I had no idea who this person was or if my concerns would ever reach my adjuster, and I still don't know because I have yet to hear from this woman. They have such poor communication, and don't seem to care to fight for your case at all. It's unbelievable. I can't believe that an insurance company could make me so upset I feel sick to my stomach over it. After being so shook up from getting in an accident where I was hit, knowing it was not my fault and in my brand new car I was being so so careful with because I love it so much, to get a letter faulting me nearly brought me to tears because I knew there was no possible way I had been at fault given the circumstances surrounding the accident. So congratulations Commerce, you guys are lazy jerks who make your customers feel like sh_t. Do NOT give them your business, ever. read more

Update: Got decent settlement. Not enuff to replace my totaled car, but not the pittance I feared. All Commerce workers very respectful to me. Earlier: Thanks to others for their assessments of Commerce. I am waiting to hear from Commerce about my claim. Car deemed totaled. Skeptical about that. Very. From what I read here, I shouldn't hold my breath. I have sent this company thousands of dollars over the years. I will be outraged if I get a pittance. The company will certainly hear from me, loudly, if they stick it to me. Local agency will lose my whole neighborhood. read more

I had the unfortunate experience to speak with a claims adjustor named Michael Gallante. I called because I had questions about a claim and the adjustor that I had spoken with earlier could not be found. Mr Gallante's tone was immediately abrasive and argumentative. He seemed put out that a policy holder would bother him at work. I thought that insurance companies were there to help you when you need them in exchange for the thousands of dollars that they charge you! Perhaps Mr Gallante should remember that his salary is paid for by the policy holders and that should ensure a modicum of civility on the phone. He is badly in need of training in the field of Customer Service. He reflects poorly on this company and its commitment to its customers. read more

Thank God I don't have Commerce insurance. I had to deal with one of the Commerce agents as one of their customers hit our car. Not only they are not helping at all, they are very demeaning and condescending. As if they are forced to work there and I, as a person needing help, am bothering them. All I needed to know was what my next steps are and he refused to give me any information. After all this I can't even imagine having to deal with those kind of agents as a direct customer. I would not recommend anyone this company. And, seeing all the reviews below, seems like I am not the only one that had a bad experience. read more

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. read more

I had an accident in a parking lot in Alewife: someone driving a pick-up truck came really fast from my right when I was getting out from my parking space going forward as I had backed in when I parked. I didn't see him coming when I looked to my right, then left, then right again and started moving forward to turn left, but still collided with his rear tire, so fast he was coming. He had no damage, but I had my front right frame and right light damaged. I contacted MAPFRE immediately. The lady responding was courteous and told me what the procedure was. I did everything online, from posting pictures of the damage to get an estimate to printing out the list of repair shops. The estimate came the following day, then I picked a car repair from their list, and everything went smoothly. I don't have any complaint. read more

On the 3rd of February of this month I decided to cancel my policy because I had to junk my car unfortunately it was 21-years old and there was no problem canceling my policy and it went into effect right away. Then the next day I checked my checking account and they decided to take money from me I didn't authorized or gave them permission to do so. I'm very upset and I took further action right away and when or if I decide to get another used car in a few months, I will be shopping around to find great quotes with other insurance companies and I will no longer allow any of them take money out of my account automatically I rather just pay them a check either by mail or online it's so sad that I put my trust into this company and excuse me they F**ked me not anymore, and you people thought I was so stupid not to watch what's been taken out of my account, well guess what "I'M NOT!!! your the stupid ones that's losing me for a customer, Karma is a b**ch for you!!! I still don't recommend this company and please avoid them at all costs, they will take money out of your account without your permission if you decided to cancel your policy with them if you do payments automatically every month. Also, I went to a bank and this lady that works there was giving me a hard time she could issue me a new debit card so that these clowns can't take anymore money from me. I didn't do that because it's a pain to keep getting new debit cards and I went to the same bank down the road from me and the nice teller there helped me out with something hopefully this will put an end to their games, live and learn read more

one word to describe: WORST. be more specific, worst company to work with. I know better about the company until both my cars were hit by other drivers, one after another, all at other drivers' fault. I filed a claim for one of the car hit by uninsured driver in the parking lot. The adjuster assigned is simply not responsive. Only got one change to talk over the phone within about 10 days after the accidents. Got a change to find her email, and her email reply, if any, typically happens at the end of the day, or next day. After about 10 days, only one thing was completed: appraisal at the 7th days, as I filed claim against MAPFRE (which is my own insurance company) to use collision first. Will be out of country for a few weeks. So my car will perhaps be sent to a repair shop after a month. Another car was rear-ended on the freeway just one day earlier. The appraisal is less than my deductible. I filed claim again my own MAPFRE, I would bet they do not care, even though it is the other party's fault. Now, I have no update, nor able to get any update from the adjuster at all. The good thing is that I found out directly from the other insurance company they are waiting for my submit for claim. read more