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! read more

Had horrible experience with MAPFRE, planning to take both business and personal policies out as well as making sure that no-one will stay with them in our family. We had vandalism to our car, it took their unprofessional and rude agent Bryan White 3 month for investigation in order to decline it. We ended up hiring an attorney, planning to take them to court and final complaints with insurance commissioner. My husband owns few businesses and it is scary to think that this company had our business for so long and we were under assumption that we were protected for the money that we are paying, when this company is being represented by such unprofessional scammers! They will go out of their way to find any excuse just to not pay for the claim! read more

I thought I was the only one who had a bad experience with this insurance company but seems like being deceitful is their modus operandi. By far the most dishonest and fraudulent insurance company I have dealt with. If you have been hit by their driver, do not bother dealing with them directly. Take them to court or use your insurance. Their claim process is slow, biased and frustrating. Does not seem like a credible insurance company. The investigations and appraisals are a sham. They do not bother to conduct proper investigation or even record your statements. The adjusters are rude, aggressive and liars. Looks like the company hires small time crooks and conmen to run their operations. The adjuster I had to deal with lied so many times. This is not how serious insurance companies handle claims. If you are an existing customer, my advise is to RUN . Next time if I had to deal with them, I will take them to court. read more

**READ ALL PAPERWORK THEY SEND IN THE MAIL IMMEDIATELY!** I switched from progressive because it was $30 cheaper a month. On 12/29/19 I was signed up for $56 a month, yesterday I opened up mail they sent stating my monthly auto withdrawal would be $150 a month. I also notice there are 7 drivers listed on my policy people I don't even know. I called MAPFRE they were having technical issues and couldn't help me said they would have to call me back after putting me on hold for 10 minutes. So then the agent I went through to set it up calls me back and states that somehow they pulled 6 drivers onto my policy mind you I have original paperwork showing only two quoted at $661 yearly total at $56/month. He stated he spoke to them and they are going to get it fixed but since it's so close to the withdrawal date they will probably still take out the $150. How is this my problem they screwed up and added people to my policy without a signature from me?????????? Pretty sure this would have to be illegal. Guess I need to dig further because this is not ok and I am NOT HAPPY! Will be looking to switch. First impression are everything and MAPFRE's sucks! read more

I have been these guys for years and never had so much trouble with them, I was in an accident and Mapfre is trying everything not to pay me my cars value they tried to claim that the market vehicles out there have more options than my car and are worth more but what they failed to realize I just bought the car a month before my accident and the car they compared my car to, Is the same car I bought but their car had more options amazing how they messed up, But then she blames me for not getting them all the options on my car, Like I told her this just fraud and they would have got away with it if did not ask for the report read more

I have been licensed in Ma and Florida for over 30 years, NEVER had such poor customer service for a service I have paid good money for. I have paid to have a one sided contract that only allows them to collect money every month....Very discerning that this company is legally allowed to lie and then try to make you go above and beyond to prove your innocence. I have had an insurance claim being investigated for over 6 months. The insurance company never had any issues taking my monthly payments.....but once they have to pay on a claim they have done nothing. They totaled my car over 6 months ago, never reimbursed my rental fee. They never asked for any documentation until I advised them that I have cooperated and this is beyond ridiculous. When I opened the claim they were calling me constantly so they could get the car out of the collision center that "They" were being charged for. They were extremely unprofessional in their statement that it was my responsibility to get a correct telephone number for them to contact the collision center. I was also harassed by Samuel one of the many people who were handling my claim in the beginning phase, it has changed hands a few times. He lied and tried to threaten me that he had pictures . They lied to investigators and said their were tickets 19 tickets from New York and 30 something from florida- both complete lies. It appears I will have to hire an attorney to get my insurance company to do their job and fulfill their end of the contract that they have no problem collecting money for. Both agents that I have are great, unfortunately I WILL not continue to use them as long as they offer Mapfre. I will tell everyone about their horrible communication and lack of professionalism when it comes to paying out on a legitimate claim. Being down a car and money for rental for over 6 months is NOT acceptable. read more

Commerce/Mapfre has terrible customer service, and absolutely no regard for its loyal, longtime clients. I have had a multi-car policy with Commerce for 20 years, as well as homeowners insurance, and had not filed any claim for at least 15 years, other than one minor glass claim. When I recently filed a claim after hitting a deer, it took them 6 days just to get an appraiser to my car, and then another 7 days to get a written estimate of damage to me and my auto body shop. Thirteen days from filing of a claim to estimate is ridiculous. Then, Commerce will try to nickel and dime you on their reimbursement to the auto body shop. Commerce is fine as long as you never file a claim; otherwise they are awful. If you don't believe me, just google J.D. Power ratings of auto insurance companies in New England for 2017. Commerce is at the bottom of insurance companies with only 2 stars, which is actually the lowest rating J.D. Power gives. read more

I have had mapfre insurance for 13 years and I have continuously had bad experience with customer service. If you are a DAY late on payment, they cancel your service and demand full payment for the rest of the year to keep your insurance. You pay premium prices for nothing. When you do get into an accident and submit a claim, they'll take months to get back to you and you need to hound them to move forward with your claim. They tack on annual fees that they can't explain; so your insurance will go up yearly even if you have a perfect driving record. A representative told me that I could reduce my monthly payments and when I did, they told me they were cancelling my policy and would not listen to my concerns. COLLEEN in the MASSACHUSETTS division was disrespectful, raised her voice with me, was disgustingly condescending, and refused to help me or listen to any of my concerns. She had zero response when I told her she was giving me contradicting info than her other colleague. I will be switching insurance policy's once this year is done. Please don't waste your time or money read more

I bought a house in July and at the end of September I get a check in the mail from Mapfre for a cancellation refund. My first thought is I paid this in full before I purchased the house. So I call my agent and they tell me it was canceled for underwriting reasons. So where was my cancellation notice? Never Received one. Agent wasn't even notified they had to look on the company website to find out why it was canceled. Still to this date I have not received anything from them regarding the cancellation. My home and auto were through them and now we are with another company for both. read more

The worst insurance company in world, customer service is completely failing at what they supposed to be doing, not polite yelling in the phone, won't even look in to resolving the issue, highly unrecomended company to be insured in, they care about money, but not costumers, I feel like that is not a very good move when you have so many competitors out there. I would give this company negative 250 stars, if I could, they should at least work on their costumers service. read more

I got a letter from mapfre insurance stating that they are not going to fix my car because my son is living in the same household never did they ask for proof my son haven't lived with me for 15months .mean while my car is getting worse please if there is anyone out there who can help do so A.S.A.P LOST read more

Really disappointed. I have full coverage and have never even had to use it, but the other day I got a rock to the windshield resulting in a medium crack. I thought "well, time to use that insurance i pay so damn much for!" No such luck. The glass person they connected me to AND the customer service rep said I can't get the crack fixed without paying a 500 DOLLAR deductible which is more than twice the cost of just replacing it myself. The customer service rep literally said "yea you're better off just doing it yourself" and when i inquired about cancelling my policy he coukdnt have sounded less concerned. Well thank you for all of your help sir! Can't wait to cancel and switch to a company that actually cares about it's customers read more

This is my worst nightmare right now. First I changed banks months ago and requested my automatic withdrawals to be from the new account. They kept coming out of the old account because we kept it for other reasons and they didn't change like asked. Now we have changed insurance companies because our premiums are going up astronomically. We decided this time after our new insurance which is local had sent notification letters to our old agent, that we would be more careful and block them from access to our money. What a surprise when they used a different ID number and took our money. My bank reported them and so did I. Now I am getting a letter and bill that says my homeowners insurance is cancelled and I owe $50 for payment rejection. I cancelled in June. Soooo frustrated. It's difficult to deal with honest insurance companies let alone a dishonest one. My advice DO NOT USE THEM way to much hassle read more

Commerce Insurance is usually the cheapest insurance option for traditional MA insurance companies, however you get what you pay for. so beware. Their adjusters are inept, their claims reps are lazy and don't bother speaking with policy holders to get their side of the the story unless it's big money. If it's a few thousand then they don't bother, rather they pay the claim and then jack up your premiums, if they pay $2000 but get an extra $600 for 6 years in premiums then it's well worth their while to do so. Doesn't matter if the damage they are paying for was preexisting and has nothing to do with the damage you caused, they'll get their money back plus some from you. Run don't walk away from Commerce read more

For those of you who have Commerce and have yet had to file a claim....CHANGE YOUR INSURANCE COMPANY! This is the worst insurance company. The couldn't care less about their customers. The accident was not my fault, I was rear ended. They refused to pay the deductible. I have made over 30 calls to resolve this. I just keep going up the chain, always leaving a voice mail. Nobody is ever in their office. I am in the process of researching other companies. Bye Bye Commerce. read more

I was with commerce insurance for 7 years and never had to deal with them until recently. I was in an accident and was hit from behind. After the appraisal and sending in the police incident report everything I took the car to the body shop (the best in the area). And when it was ready for pick up he mentioned that the customer service is totally rude from commerce insurance and gave him a very hard time in getting the additional damages covered. I did not bother as I did not have to deal with it. They issued check less the deductible and had to call the customer representative to get this fixed. Boy the representative is so rude and they said the incident report is not provided where I clearly did and after 5 mins he verified and confirmed that and fixed it. When i asked about the rental car policy he said I have X/day and when I asked him where is it documented he started being very rude and started yelling me that I do not trust him and that I believe that he is lying. WTH???? I asked him is this your policy to ask such questions when I asked for document of my policy?? He does not have manners or the customer service skills. Now I know that this is very bad company and do not have any customer service skills. You will be very good until something happens and exactly when you need them. I am planning to switch the company on the earliest possible date. read more

DO NOT USE THIS COMPANY!!! I have been insured with Commerce for 17 years. Never had an issue. My car was hit in the rear. All body work was fixed, but there was a noise coming from the drivetrain. I brought it to a shop where they fixed the rear differential. Commerce sent out an appraiser and they decided it was not associated with the accident. The commerce reps were rude and unprofessional. Good luck getting anything out of these thieves. I will be moving on to a different company today. read more

This is by far the WORST insurance company I have ever had to deal with. A client of theirs backed into my parked car and it has been like pulling teeth to get them to schedule an appraisal of the damage. I believe them to be dishonestly trying to get me to have my company pay for the damages. Incompetents at best, crooks at worst. read more

This company is really really bad. They play really dirty business. I had one accident, this company's customer aggressively did left turn, I was driving straight. This company later on states the liability is 50/50. And end up with a lawsuit because of this unbelievable case. read more

Unfortunately, we have had some difficulty with the billing process. We were asked to prove have a home alarm system. We have had ADT for 35+ years. We would never consider not having the home security service in today's environment, as we age. Anyway, we sent in the proof June 23, 2015. However, the said adjustment was not credited. Supposedly the credit will be made before the September 5, 2015 due date Another area that needs improvement. One has to be careful reading the the itemized coverage. There was a "account credit" on the coverage. Because account credit doesn't clearly state what the credit was for, I had to call the agent. My assumption was it may be the home security credit. It was not that credit. The credit was because we have auto insurance with commerce as well. Instead of "account credit" it should be indicated as auto insurance credit. read more

My repair was painless, quick, and efficient. The Mapfre people had the claim settled in a day or 2. I was also pleasantly surprised by my reduced deductible. read more

The appraiser (Joe Dufresne) that Commerce sent from Bay State Appraisers to assess damage to my car didn't include in his estimate the necessary replacement of a protective shield that's on the front of my car. I even showed the appraiser the the protective shield that was damaged and would have to be replaced. The insurance company of the person who hit my car (Arbella), did include replacement of the shield in their estimate, and fortunately I was able to use that insurance. read more

I was the customer of this commerce insurance from 2008 to 2015. I had some accident that was not my fault so other driver's insurance pay for everything. But I have some points for stop sign and no turn for this i am paying more money which is fine for me. now they send me mail that they will not re-new my policy. WHAT?? WHAT THE FUCK. This is not right. If i was a new customer than they can refuse to take, but i was their old customer. they should keep me doesn't matter what. they lose money from me or not but they are not losing money from me. After, i found LIBERTY MUTUEL INSURANCE i call them, they didn't ask any question. They just take me and give me better price than fucking commerce insurance. read more

This is a review of my experience to date in dealing with Commerce MAPFRE on a claim. It has been six days since I reported a vehicle accident in Vermont (a deer strike) that damaged my vehicle. (I have comprehensive insurance, and was the driver). When I reported the incident to Commerce I was given the name of the agent who would be handling the claim - that was six days ago. For each of the past five days I have left a polite phone message and an email message requesting info on the procedure the company would like me to follow in getting the vehicle damage appraised and towed back to Massachusetts. The woman's voicemail states that she typically responds to calls within 2 hours - well, it has been 5 *24 = 120 hours since my first call. I hope she is still alive! read more

4 attempts were made to send a two way form to this company proving that I received insurance from another company. This company is so amazing they keep trying to get me to pay them money they claim I owe even though I had a different company at the time of the claim. When I did have them for a company and my truck was stolen after 4 months of waiting they told me I might have to wait longer for them to investigate things. Only when i threatened with a lawyer did they decide to finally give me my claim.. read more

I'm a customer for a long time, was not happy but was ok. Now I received a 1k bill saying I had accidents in 2011 and they never realized and will charge me just one year for the accidents. What a nice company! The problem is I did not have any accidents in 2011 or any other year, out of the blue they add 5 points on my policy and trying say I had accidents. My agent is investigation because he did not have any citation or claim for the "accidents". Shame and lost a customer Im looking for another insurance, one at least respect the customer. read more

Terrible costumer service experience. They do not do their job and tried to not pay for the damages by saying that I don't make sense to them. They made me wait for 1 month and at the end they didn't pay for it. Considering the policies and the extra money that I paid for the services that they provided, I just wasted my money and I'll diffidently not suggesting them. read more

The worst Insurance company to deal with. Getting payment for damage to a customer's Car been eight weeks since car was done and still haven't been paid. They first don't want to pay to put it back to the condition it was before the accident. They write the Estimate and still have problems getting paid for what they write. The worst of all Insurance company's we deal with. Do not recommend them for your insurance read more

Worse insurance company ever. Stay away. I was not at fault in the accident and they left me to fend for myself. It was easier to deal with the insurance company of the at fault party than my own. read more

One star isn't even low enough, my moms car got hit and this insurance wouldn't do anything about it. They asked questions that had nothing to do with the crash. We had to call them multiple times and they did nothing. Worst insurance ever, their employees even try to charge you more and keep the money. read more

this company has been a terrible nightmare, please do not use this company, because they are irresponsible, it is useless to have insurance, when they do not respond, terrible service read more

THE WORST. I have been a customer since June of 2014 and have never missed a payment, much less been late. I missed a payment in August 2017 because I was out of town and didn't get the letter saying they couldn't charge my card (even though my card has overdraft protection). I called to get reinstated and they said, " Tough, you are canceled!". Incredible. There are many other insurance carriers, leave this one in the dust. read more

Had a rear end collision by a Mapfrey driver last year. The guy claimed no fault. I called the insurance company to file a claim. The claim was handled by one Peter Stefan who spoke aggressively from the beginning and tried to claim that a rear end collision was my fault. Since my deductible was higher than the cost of repairs, I agreed to foot 50% of the bill. Their surveyors estimated the cost to be lower than it actually cost to repair and the agent, Peter, refused to pay the balance. I ended up footing 70 percent of the charges. Now I don't trust agencies like Mapfrey and agents like Peter, I have a camera in the reverse for recording rear end collisions. Its a slimy agency with musclemen agents. read more

I have had this insurance for more than 5 years and up until now didn't have to interact with them. Unfortunately I was involved in a car accident recently and based on my experience in interacting with them, I will not recommend them to anyone. I will most definitely not renew my insurance with them at the time of my renewal. They are very judgemental and will try their best not to pay you any money and hold you liable even before the investigation is complete. Please spend your hard earned money on a insurance company that is willing to listen to you, address your concerns and try their best to help you get the claim instead of being so dismissive. read more

Their website often doesn't work, (perhaps do to server maintenance on their side.) making it very difficult for me to pay my bills! When I called customer service, they were extremely difficult and rude, refusing to help me and then charging me a fee. I'd leave zero stars if I could. read more

Very poor customer service. My accident was over a month ago and still have not received my check. They misplaced my title and I had to call again today to let them know I sent it a week ago. I have never spoken to the rep assigned my case as she is always on other calls. Not enough reps to handle claims. read more

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 14th, 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. read more

I used to be insured with commerce like lauren, because my parents used them. insurance wasn't much at the time and i think i paid the whole premium at once. Anyway, the short of it is that I switched agents this year for my business insurance and the new agent uses Commerce. I had Progressive (I had no problem with them and only one claim, a glass claim, that was handled well). Anyway, the quote was for $3000 or so (two trucks) and I paid 1/3 of it ($998) in December 09 to begin coverage. On Feb 1 I receive a statement/invoice which along with asking for $798.53 (so much for a reasonable payment plan), it states a notice of non-payment and gives a cancellation date of March 30. I'm like WTF!!! I call them and the lady who answered was nice and explained that I'd missed a payment. I'm SORRY but I feel like it was yesterday that I paid them $1000. So I pay the $798.53 over the phone with a check - aren't they so accomodating. Today, Feb 11th, I receive another statement. The bill date is 2/10 and the due date is 2/26! So kind of them to give me 15 days to pay. And they not only tacked on their $8 service fee but $25 for a cancellation fee! I hate Commerce and I seriously considering taking my business elsewhere. I would love to call them and get this $25 charge reversed but I am now noticing that each statement they send has their service charges outlined at the bottom (service fee, late fee, cancellation fee, returned check fee... yada yada yada). Now I understand how they get people - they come in with a little bit lower quote and then get you on all their frickin fees. I'm not happy right now. read more

I was hit from behind by a MAPFRE insured vehicle nearly 3 weeks ago, and they have been atrocious to work with. This is even more disheartening since I myself have been a loyal customer of MAPFRE for nearly 30 years! The state police deemed that the driver of the other vehicle was 100% at fault, but now MAPRFRE is refusing to pay for the cost of the rental that I have while my car is being repaired because they are still "investigating". I have simply been told time and time again, that 1) I will need to pay out of pocket for my rental car (even though I was not at fault), and 2) if they deem that the other vehicle had a coverage issue, then my only opportunity for recouping these expenses will be for me to personally sue the other driver. So because I did not elect to pay even more in yearly premiums by electing Rental coverage, I am now screwed while MAPRFE continues to rake in the money hand over fist. I don't think I am being unreasonable in asking that they simply pay for my rental, but you would think I was asking for the world. Apparently, this is an ask far to large for anyone there to "authorize". I will be shopping for a new carrier immediately. There is no reason to continue to give my hard earned money to a company that cares so little for their customers. Lessons learned - don't get hit by anyone insured by MAPFRE, and don't use them as your own carrier (unless of course you want to be sued personally if you get into an accident because that seems to be thier only answer). Incredibly disappointed and done with that company. read more

The worst insurance company in the world. The people are rude and disrespectful. They don't care about clients. The don't resolve claims in a timely fashion. If you were to walk into a MAPFRE building, I highly doubt you'd see a smile on anyones' face, they are all miserable people. read more