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Commerce (MAPFRE) Insurance Review & Complaints: Auto, Home, Life & Business Insurance

Commerce (MAPFRE) Insurance offers the three basics of personal insurance (auto, home, and life) as well as business insurance and a selection of specialty products. Their policies are only sold through agents, but you can get quotes from them online for home and auto insurance.

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Eric Stauffer is a former insurance agent and banker turned consumer advocate. His priority is to help educate individuals and families about the different types of insurance they need, and assist them in finding the best...

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UPDATED: Sep 9, 2020

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As part of one of the world’s largest insurance groups, and one of the top 20 auto insurers in the U.S., the former Commerce Insurance has taken a huge leap from its humble beginnings to a much bigger stage. Although MAPFRE doesn’t have the kind of brand recognition nationwide that other big players like Allstate or State Farm enjoy, they hold onto a pretty big market share and are continuing to expand.

Once a Massachusetts-only insurer, the last few decades saw Commerce grow by leaps and bounds. Since the acquisition and name change in MAPFRE, USA in 2008, the company has added new product offerings and completed the changeover to being a full member of MAPFRE’s international group. They promise the personal service of a smaller insurance company with the financial strength of MAPFRE, and write all of the basics of personal and business insurance.

MAPFRE USA Overview

Is MAPFRE the same as Commerce Insurance? MAPFRE started out as Commerce Insurance, which was founded in 1972 in Webster, Massachusetts, and still has its headquarters there today. The company became the largest provider of auto insurance in the state, and began to expand in the 90s starting with the purchase of Western Pioneer Insurance Company, which was renamed Commerce West, in California in 1995.

In 1999 the company made a big move, acquiring the Automobile Club Insurance Company out of Columbus, Ohio in a joint venture with AAA, expanding its coverage to a further 11 states. The company was rebranded into the Commerce family is American Commerce Insurance Company.

Commerce expanded into New Hampshire in 2001 and then into New York in 2007 with the purchase of SWICO Enterprises, which is the holding company for State-Wide Insurance Company. This acquisition put Commerce in the New York auto insurance market.

In 2008, Commerce Insurance Group became part of Spain-based international insurance company MAPFRE. The acquisition made Commerce part of one of the biggest insurance giants on the planet, and brought all of their companies under the name of MAPFRE USA Corp. The changeover to MAPFRE is complete and all of the Commerce branding and use of the name have been discontinued in favor of MAPFRE.

MAPFRE is the largest insurance company in Latin America, ranks among the top ten in Europe, and offers coverage in 43 countries. MAPFRE USA is backed by a very strong financial base, placing it up there with the other huge insurance companies in the U.S.

Since its founding, MAPFRE has been committed to selling insurance products through independent agents, and that continues to be true today. Part of their company history states that the company was founded with the purpose of offering agents competitive products through an insurer offering solid service to back them. MAPFRE is part of a chain of more than 50,000 agents around the world, and they have a presence in 19 states where their products are sold through local agents. In some states, products are offered through subsidiary companies that are part of the group. The company’s main presence remains in the New England area where it was born.

Although policies are sold through agents only, the website does offer online quoting for auto insurance, which is sold across the coverage area. Life insurance quotes can also be obtained online. The company has a full range of products, but not all products can be purchased in every state in which they are admitted.

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MAPFRE USA Products

MAPFRE writes the three basics of personal insurance (auto, home, and life) as well as business insurance and a selection of specialty products. Auto is offered in all 19 states MAPFRE covers, while other product availability varies.

Auto Insurance

MAPFRE offers a comprehensive auto insurance program with a variety of “Value Programs” that provide extra benefits.

MAPFRE’s auto program is comparable to other large insurance companies. They offer all of the required coverage in each state along with the most common options such as collision, comprehensive, towing and labor, and alternate transportation coverage.

They also offer a few of the more common add-ons in the insurance industry, such as disappearing deductible and accident forgiveness. MAPFRE advertises their accident forgiveness program as being different from the usual because more drivers qualify for it than with other insurance companies. New drivers as well as those who don’t meet a specific requirement for number of years accident-free, can purchase accident forgiveness, and the merit rating range is wider for acceptance into the program.

The AutoMaster Package is an endorsement offered in some states that adds a selection of extra coverage, including coverage for cell phones and laptop computers and loss of earnings coverage.

Thanks to MAPFRE’s association with AAA, special discounts are available to auto club members. Previously listed as a 10% discount, the new MAPFRE website no longer lists the discount amount. Other discounts include auto/home, an educator discount, good student, green vehicle, and many other common auto discounts.

MAPFRE does not appear to have a true usage-based insurance program, but does offer its DriveAdvisor program, which uses the same telemetrics used by other companies to provide parents of new drivers with feedback and information on driving habits. Unlike most such programs, there’s no premium adjustment for the feedback, instead it’s simply used to help parents keep an eye on and improve teen driving habits. DriveAdvisor feedback can be viewed online, making it easy for parents to keep tabs on what their young driver is up to.

MAPFRE also offers the TeenSMART driver education program. This system combines computer based driver education with a series of in-car practice exercises to help teens become safer drivers.

Home Insurance

MAPFRE offers home insurance for single-family homes, condos, and also for renters. Their home products include specific endorsements for different types of homes, including restorationist endorsements for antique homes and choices for high-value homes.

The standard policy covers the home itself, personal property, and liability coverage.

Basic endorsements offered on all home policies include:

  • Water back-up and sewage overflow coverage
  • Incidental business activities of minors protection
  • Increased limits on specific personal property such as money, jewelry, watercraft, firearms, and more

MAPFRE’s Restorationist plan for antique homes includes coverage like Guaranteed Restoration Cost to preserve historic homes. This ensures that in the event of damage to an antique home, the policy will pay to restore the home to historical condition and not just to the stated replacement value.

The Premier Living program is for high-value homes and includes replacement cost coverage as well as higher limits on a variety of personal property categories such as money, jewelry, and art collections. Personal property is covered for all risks.

MAPFRE has a selection of extra benefits available home insurance customers. Among these is the IT Help Desk, which can be contacted at any time for assistance with a variety of electronic devices from computers to cell phones.

The Home System protection program offers repair coverage and assistance for critical equipment in the home from air conditioning units to central vacuums. The company also has a Home Repair program that uses a network of trusted professionals to handle home repairs quickly and with results that are covered by a guarantee. Identity Theft coverage is also available as an add-on coverage.

Also available from MAPFRE are condominium owner’s policies and renter’s insurance to meet the specific needs of condo owners and tenants. These policies focus more on personal property and liability, and each has specifics for the type of risks specific to owning a condo or renting a home.

Personal Umbrella

MAPFRE writes personal umbrella policies to provide additional liability coverage above and beyond the limits of underlying auto and home policies. These policies protect against lawsuits and major negligence claims that could exceed the limits of auto or home insurance liability.

Life Insurance

Life insurance is offered across the coverage area. MAPFRE writes simple term life insurance that is available in term lengths from 10 to 30 years. There are flexible premiums payment options: monthly, quarterly, semi-annually, and annually. Benefit amounts range from $25,000 up to $200,000.

MAPFRE offers no medical exam coverage to get life insurance easily and quickly. The application process is paperless and customers can obtain a decision on their application within a few minutes, making it a good choice for anyone who has basic life insurance needs and wants a policy quickly. Online quoting is simple and straightforward.

Business Insurance

MAPFRE has two basic types of business insurance programs available: Commercial Auto and BusinessOwners.

The Commercial Auto program is offered for a good range of business types including contractors, service and retail trucks, plows, and dump trucks. The coverage applies to an unlimited number of vehicles with combined single limits of up to $1 million. Higher limits can be made available when required by law. Garage policies are available in Massachusetts.

Optional endorsements on the commercial auto program include the Enhancer Plus endorsement for extra coverage, errors & omissions insurance, and coverage for transport of customer vehicles.

The Businessowners policy is a package program that puts together the basic needed coverage for most businesses and allows for personalization to meet the needs of specific industries. Coverage includes liability, business property protection, and business income protection.

This program is available for a wide variety of business types, including restaurants, offices, retail businesses, and contractors. Contractors in particular are offered a range of endorsements to meet all of their coverage requirements.

Commercial Umbrella insurance policies are also available to provide additional liability coverage on top of policies for a variety of different types of business.

Recreational and Specialty Vehicle

MAPFRE offers coverage for several types of recreational vehicles such as watercraft, ATVs, trailers, and snowmobiles. The company also writes motorcycle insurance.

These plans are listed on the site without much in the way of details or information, and may be offered by a subsidiary or in limited locations.

Prices and Premiums

MAPFRE appears to offer online quotes for two products: life and auto.

We attempted to use the auto-quoting system, but on the second page were directed to obtain a quote through an agent. This may be due to the specific location we use for our sample rates, or it may be their standard quoting procedure. It did appear to be standard procedure, which is somewhat deceptive for the website visitor as it gives the appearance of online quoting when the service isn’t actually offered. Either way, we were unable to obtain a rate quote for comparison.

The life insurance quoting system is very simple in comparison and returned a quote in one step with a small amount of information. For a 30-year-old male in California with no tobacco use and in very good health, we were given a quote for $100,000 of 20-year term insurance of $27.15 per month. Ten-year term coverage came back only slightly cheaper, at $25.10 per month. For this type of simplified term coverage, this is not the lowest rate we have seen, and we would generally expect to see the ten-year term coverage at a considerably lower rate.

Although we were unable to get an auto quote, we would expect that as an agent-driven insurance company, MAPFRE is likely to be higher in price due to commissions.

Prices are likely to be better for AAA members thanks to special discounts, and for those who bundle auto and home together to obtain additional discounts. MAPFRE does not advertise themselves as a low-cost insurance company, relying on the promise of great service and good products to be a part of the value picture.

Claims

Since the changeover to MAPFRE insurance, the claims options have changed.

MAPFRE insurance claims online reporting is the fastest and easiest of the options and is available for auto, auto glass, and property insurance claims.

The other two options for claims reporting are through your agent or by contacting MAPFRE directly, although – unusually – the auto claims page doesn’t actually provide the contact phone number for the claims department. We also checked the “Contact Us” page, but still no overall toll-free claims number can be found.

That’s not the case on the homeowner claims page, where the toll-free number is readily listed. The property claims department can be reached at 877-224-5677.

The process starts with reporting of the claim, after which the damage will be appraised by an adjuster. MAPFRE allows the use of their ePics system to upload photos of damage in order to skip the step of having an adjuster look at the damage directly.

The Car EZ program is MAPFRE’s preferred repair network system. Repair shop choice is always with the customer, but with the Car EZ program, repairs are guaranteed and there are added benefits such as:

  • Vehicle pickup if needed
  • Arranging for a rental car
  • Vehicle cleaning after repairs are complete
  • Direct payment
  • Priority scheduling with the repair shop

The MAPFRE website only lists Car EZ priority shops in Massachusetts, which gives the impression this program is only offered in that state.

MAPFRE also has a quick-repair option for glass only claims to get glass repaired or replaced quickly.

For a company like MAPFRE USA that relies on the personal service of agents and promises of good customer care to make up for higher overall cost of insurance, claims service is the main area where the promises need to be made good.

The 2017 J.D. Power U.S. Auto Claims Satisfaction Survey shows MAPFRE has a long way to go to live up to that promise. For overall satisfaction, MAPFRE USA ranked at a dismal two out of five rating, the lowest the rating system allows for. The only area where the company ranked a bit higher, at three out of five, was for the repair process – and that ranking still puts them as average.

Not surprisingly, there are a lot of complaints centering on claims service for this company. We’ll take a look at these customer reviews in the next section.

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Consumer Feedback

MAPFRE’s low rankings in claims satisfaction are born out by their overall ratings from the same rating service.

The 2017 Auto Insurance Survey ranks MAPFRE in the New England area where they are most active. Again, they earn a two out of five ranking overall. Surprisingly, one of the two areas where they managed three out of five stars is Claims, with the other being Interaction. Those two average rankings don’t help MAPFRE much, leaving them second to last on the list of the insurance companies that were included.

This continues a history of low rankings for the company from J.D. Power, which has previously ranked them the lowest of all of the major insurers in the New England area. The top insurer, Amica Mutual, earned five out of five across the board.

The Better Business Bureau gives MAPFRE a much better rating, with an A+ rating overall. There have been a total of 58 complaints in the past three years, down slightly from 61 the last time we reviewed Commerce Insurance during the changeover to MAPFRE. Of the complaints on file, 21 were closed in the past 12 months. This is a lower number of complaints than we would expect given the dismal J.D. Power rankings.

There are a number of Yelp reviews for MAPFRE, with 70 star ratings adding up to a one and a half star rating overall. Most of the complaints are in regards to claims issues. MAPFRE representatives do appear to respond readily to customer complaints in this forum, which is always encouraging to see.

The recent name change adds some challenge to creating a clear picture of the company’s reputation. In several locations, the reviews still reflect the Commerce name.

This is true of consumer website Pissed Consumer, where the Commerce name is still in use. On this site, there are a total of 63 reviews, which is up from 40 reviews the last time we researched Commerce. The majority of the reviews are negative, not surprising for this website. There are a few positive reviews.

Reviews elsewhere, such as on Viewpoints (which has updated its reviews to reflect the MAPFRE name), are also mixed, with some very negative and some glowing, leading to an overall unclear feeling in regards to the company’s reputation.

While J.D. Power’s ratings of this company are dismally low, the number of complaints and their content doesn’t lend itself to major red flags. There are a lot of complaints regarding claims and poor customer service, however, so MAPFRE definitely has work to do to improve its overall image.

Bottom Line

Is MAPRE a good insurance company? MAPFRE is a huge name internationally, but not as well known in the U.S. Their large market share is the result of having absorbed Commerce Insurance, which is most heavily placed in New England.

Without auto rates to allow direct comparison, it is difficult to provide an apples to apples comparison between this company and other major insurers in their service area. Their life insurance rates are on the high side, so we would anticipate that to be the case with auto as well.

MAPFRE still needs some time to cement its reputation in the U.S., but the poor rankings coming out of Commerce’s history certainly aren’t helping. Currently, it is difficult to recommend MAPFRE to drivers in New England or anywhere else in their coverage area.

For a list of companies that we recommend, visit our Best Insurance Companies page.

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Review Information

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Commerce (MAPFRE) Insurance
Author Rating
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About Eric Stauffer

Author: Eric StaufferI am a former insurance agent and banker turned consumer advocate. My priority is to help educate individuals and families about the different types of insurance they need, and assist them in finding the best place to get it.

67 Comments

  1. Worst insurance company ever.

    I had to pay 1,072.00 to start the Policy.

    Then I get an outrageous bill for over 800$ for a premium.

    I spoke to my agent and they dropped it down to 480 a month which is still too high.

    I got cheaper insurance somewhere else and provided by an agent with the Dec Pg and she said that’s not enough to cancel the policy.

    I work in insurance a dec pg is sufficient evidence of new insurance.

    They wanted me to fill out a transfer of insurance form, which my new insurance gave me and I sent this to them.

    I really hope they cancel my policy correctly and give me my refund since I was only insured for a little over a month.

    Reply
  2. This is very true. This company is against u and all they want is your money.

    It’s very scam like insurance; they will rob you buyers beware

    Reply
  3. How do I view my payments to Commerce for my auto/home insurance?

    Reply
  4. I would not recommend this company to ANYONE! BUYER BEWARE!

    If you get into an accident and is not at fault like I was they will not work for you.

    They tried to blame me for 50% of damage even though I was parked and was hit the guy drove off I got his plate number and also had a witness.

    I had pictures of witness plates that I took in front of a witness and took his name and number without any hesitation on his part.

    I gave this information to everyone I needed to after an accident.

    Maphre reported they spoke with the witness and that information was helpful and they were able to gather similar information from him as well.

    Now today Jamie Health my claim adjuster acted very unprofessionally started yelling at me when I asked him why I am being charged for 50% of the parts.

    The parts they are claiming I need to pay for were damaged a lot during this accident. This man became angry threatening to end this recorded call.

    I told him to give me your manager.

    So he said ok put me on the phone with a Paul Coleman and who acted very professional and helpful at first and apologized for Jamie’s behaviors asking he look into this situation more for me.

    I then was told due to the accident being a hit and run and the man who owns the car denied the situation so for then that’s enough to go on.

    Paul told me that I caused most of the damage.

    I’d love to know how I did? I was parked mind you in a parking space in front of a restaurant and an insurance agency.

    This man hits me while I was still in my running vehicle parked and yet this is all my insurance will do for me.

    They will tell me I’m at fault! So now I have to fit a $315 bill to get my car back.

    After all my lost wages after this accident and when the accident happened I was working at the time for UberEATS and parked outside my restaurant for the food pickup.

    I had to cancel and was locked out of the app at that point and unable to make money then had my car being fixed for weeks as they tried to get payment.

    This company doesn’t work for you they just want to take your money.

    I must add I also called the insurance again with my auto body shop and an agent named Vanessa answered and she chose to lie when we asked for her extension and gave me Jamie Heath’s instead asked her why and she said that should be the only one I need why do I need hers.

    Also she then refused to supply information on notes about my conversation with Paul Coleman even though I asked for them saying I want to know what it says.

    She refused to provide that information and then became irate and spoke over me and my auto body manager as I asked her for her manager and tried to blame me for being angry and I never was.

    They try to steer the conversation to anger on purpose.

    Then she rudely hangs up on me when I asked for management several times.

    This shady behavior has me looking for a new insurance agency and also I will be filing a complaint properly against this agency.

    Reply
  5. We signed on with Mapfre due to their initial attractive quote, several hundreds cheaper than competitors for our home/auto bundle, but they tried to jack up the premium in the middle of our term without warning and they withdraw money from our bank account without authorization, as well as hoping we wouldn’t notice when the price is 50% more in the renewal, then again withdraw money from our bank account without authorization after we canceled our policy. I reported them to the California Department of Insurance and the BBB.

    Reply
    • This company tried to do this to me aswell and they tried to charge me once I cancelled with them this company is a scam

      Reply
  6. Please read all the reviews before signing up with them. With all the examples of non-existent communication, you would the right to think they employed offices full of Keyser Soze’s. I bet “[Redacted].” who responds to all the Yelp reviews is really Keyser S.
    I’ve had homeowners insurance through AAA/ MAPFRE since 2003. This year my condo was hit with a $54 000 assessment due to water damage. Yes, that’s the correct number of zeros. I put my claim in March 2018, and after multiple phone calls and emails, I have yet to hear from my assigned claims representative. No phone calls, emails, snail mail, nothing. Even contacted her supervisor several times, nada. Makes me wonder if they are allergic to telephones, keyboards, customer service, paying customers…

    Reply
  7. I am a very unhappy customer this insurance company is paying a fraudulent claim against me. They will not help me with it and now I am switching insurance companies and recommend no one else uses this company. It is ridiculous they let people get away with stuff like this that is why insurance is so expensive !!!!! So not right!!!!

    Reply
  8. As many horror stories on here, I was hit by one of their ‘insureds’ on February 18. 2018. He immediately admitted fault at the scene of the accident, as well as the police report CLEARLY showing him at fault. Still now forty-eight (48) days later, they are still DENYING any liability, and without even providing any detail. While I am out of pocket for my $1K deductible. MAPFRE / Commerce is a JOKE as far as insurance companies go. Steer clear.

    Reply
    • Skavaderm
      Why do you not go to your own insurance company if you are not insured with Commerce? You do not have to deal with another person’s insurance company if you hold your own policy for your vehicle. Even though the other party is allegedly liable, your carrier can be contacted and will ” subrogate” the claim and they will speak to Commerce and work the claim through for you to receive your money back for your deductible if you were not at fault.

      Reply
    • This company is all about getting over on anyone they can

      Reply
  9. I was hit by one of their insureds 2 weeks ago and have heard nothing from the adjuster. An appraiser did come and give the repair estimate on my car and that is it. Do they call this service?

    Reply
    • Great! I have a lot to look forward to. I was rear-ended on Monday by one of their insured and they didn’t even file the claim two days later! NOTHING like my insurance, Geico.

      Reply
    • Please revise case to receive compensation for full value of your car to this case and send to Commerce if you are having trouble.
      Wrbasy Ramirez vs Commerce Ins. Company 91 Massachusetts App CT 144. 2017

      Reply
  10. I had a windstorm come through. It was enough to topple a tree that is approximately 20 inches around. One week later my wife and I noticed water stains in our ceiling. There is no plumbing above. It was the roof. I bought my house about a year and a half ago. On the inspection the inspector noted the roof was 10 years old and in good condition. The adjuster came out and determined it was damaged by wind and the whole roof should be replaced along with repair of the ceilings. Fast forward 16 days later I had heard nothing and sent an email to my claim representative asking the status. She said the “review board has looked at it and sent it back to the adjustor for minor revisions” I called the adjuster who then called me back and explained the insurance company has stated that my roof was old and in need of repair and they were only going to cover the damage to the ceiling!!! What now? That is a not a minor revision! Why would they repair the damage to my ceiling if my roof was “old and in need of repair”? What are my options?

    Reply
    • Your options are limited to a) how citizen oriented your state insurance department is (mine is all for the companies), b) how much money you have to throw at this through a lawyer, c) whether a letter to the new president of Mapfre USA is responsive, d) a negative post on their Facebook page. This company is taking advantage of our loose laws and industry oversight. They are a huge conglomerate from Spain and they want you to just take what they offer (about half the actual expense of the claim) and walk away, which they know an awful lot of people do. I am still fighting this after four years…and I will get them to pay sooner or later. You should fight it too.

      Reply
    • It is my understanding that it does not matter how old your roof is and then damaged. It is not relevant. If the tree hit the roof, they cannot just repair it or depreciate your roof due to age. I had many neighbors had all their roofs repaired from a hail storm. To qualify, you have to have so many “hail hits” in a diameter of a 4 ft by 4 ft area or whatever dimension. Google it. 6 neighbors had roofs done and these roofs were older than 25 yrs. They got lucky the storm came through saved themselves $20,000.00 each.

      Reply
  11. Yes, Commerce will try to settle personal injury claims for as little as possible.
    For those reading, never ever discuss your injuries with them. Be vague. Don’t put down on accident reports how far away from the vehicle you were or when it struck the other. Don’t guess !!!! They will use these facts in litigation and you are locked in. If you put in a certain amount of feet when you saw the vehicle and is wrong, you were at fault and speeding theoretically. Don’t jeopardize your case.

    They give you courtesy calls on how you are feeling? This is BS. They don’t care how you feel. Don’t discuss it.

    What you state to them may jeopardize your case. That day you may have felt good, the next, in a ton of pain.

    Never be specific on distances in the accident and you can say I don’t know or can’t approximate. If you don’t know an answer say, I cannot recall. Hire a lawyer if you have injuries, you will have a fight on your hands anyway.

    Never settle injuries yourself, some may be temporary , some may indeed may seem temporary, but really permanent.

    Reply
  12. Keep fighting for your claim to be properly paid. This company is a foreign conglomerate that took over several regional level companies with good reputations, Commerce being the jewel. They no longer perform as the old companies did…they are piggybacking on their reputations and paying about half the actual worth (cost) of the claims. Complain to anyone or any entity that will take your complaint. If enough people complain, something will be done about this cavalier company that does not properly pay their claims.

    Reply
    • The more accurate the complaint violation on this forum, the better the odds of finding some of the various ways Mapre is not paying claims, partially denied, or violated any insurance laws. The insurance commissioner receives so many complaints, not just Commerce, but other insurance companies as well and can’t, IMO, address them. The Attorney General, same story, IMO.

      Reply
  13. DO NOT BUY FROM MAPFRE!
    POOR MOBILE APP, POOR EMAIL NOTIFICATIONS

    I wouldn’t be informed of due date on my bill not even an email I would receive as a reminder, so I can forget my due date and they charge me a $85 . When I called their customer service she says it is not included with my service, they wouldn’t notify me. DOESN’T MAKE ANY SENSE. Why would anyone opt out of receiving email notifications regarding their bill? Why is such thing an option at all? You should be informed/notified/reminded via email about your due date approaching just like other service providers do.

    I see they just use it as a reason to charge you despite their poor service. I consider MAPFRE is rude in this aspect after I spoke with their customer service. I WOULD NEVER CONTINUE WITH THEM.

    Reply
  14. Commerce/Mapfre’s insured plowed into my car at 85 mph while weaving in and out of traffic on the expressway. He admitted responsibility because of so many witnesses. Although my life was put at risk and my car totalled, I have been polite and pleasant about it, despite all the hassle…up to now. Aside from dealing with the injuries I sustained, I am having to deal with nickel and diming by Commerce. After their irrational obstinence, arrogance, and incompetence, I have turned it over to my attorney to handle and expect it will be years before the matter is settled. There are many companies selling insurance. Choose one of them and avoid Commerce.

    Reply
    • My experience and research tells me that a) you get a good insurance attorney who is well versed in litigation against insurance companies and b) you make sure that person filed a lawsuit during the first two years. I hired two attorneys so far and both of them have not served me well on this. I have been told unless and until a lawsuit is filed they will continue dragging it out.

      Reply
  15. OMG stay away from Mapre. They are having a problem with the Auto Body and they retracted like a turtle into its shell. I’ve never seen anything like it in my life. So now I am the customer and I have to try to do all the correspondence between the body shop and Mapre. I will have someone call you back, I will have someone call you back, I will have someone call you back is what I’ve heard for the last 12 days on my daughters car while nothing happens. They could care less. They are afraid of the owner of the body shop. (I Guess) they are doing nothing to help me. I pay for all my cars to be insured on time, never late. This company it is the biggest joke the insurance community has ever seen. If you have Commerce/Mapre run. If it is offered to you by an agent run faster.

    Reply
    • If it was a body shop that was on a list of body shops to choose from and you chose it, if the body shop was smart they would fix the problem with their work. If not I would make a stink with the body shop and tell commerce they did not do the repairs properly and they possibly could be removed from the list of their preferred shops. If the shop was paid by commerce and you stink to them you want a refund, likely they will call the shop and tell them to fix the darn thing. It is a possibility there are other complaints and they could be removed from the list. Can any business getting referred by an insurance company willing to lose this kind of insurance referral business? I don’t think so. You have to play hard ball with these people. Passive negotiations do fail like it sounds like. Hard ball is what some businesses understand.

      Reply
    • This is no insurance company its a joke and all they’re doing is robbing people for money!!!!

      Reply
  16. Here is the big problem. Mapfre Commerce uses their own appraisal service. The State Insurance Commissioner is responsible for over sight of insurance companies , not the Attorney General. Throw that at them. They told me I could not challenge the Appraiser or their figure of what they wanted to pay me. Yeah right. I did challenge the body appraiser, as he is licensed to appraise damage in the state to see damage. If he misses and is blowing smoke call him on the carpet and his appraisers license. I did. Unfortunately, if you do not know anything about the cost of having your car repaired you have a problem, especially when you have a total loss. I am an Investigator, I have seen the estimates of pre-existing damage and the prices given are more expensive and deducted from what you will receive. $195.00 was quoted for a Fender Flare in prior damage. This is false. When they were to give money to replace this part on the other side it was $60.00 I would receive. They deducted or tried to deduct for a broken windshield. Well this was not prior damage, my brother hit the rear view mirror and broke the mirror and the windshield deduction was about $250.00. Fender Flare $120.00 off so now it’s $370.00 they TRIED to shave. I understand body damage, you must too. I did body work when I was a kid. When you settle look at the case Morton Vs. Commerce Insurance Company. Commerce takes the Book value which is wrong and makes up a number of what the car will be to replace it if you have to buy another vehicle. Don’t let them fool you. They must give you the value of the vehicle of the same or similar vehicle” minus prior damage. This makes you whole again. In essence, they have to look at the market of used cars and say it will cost $5000.00 for the car retail minus prior damage. They say it is book value and market value of your options of your vehicle and they make an equation and come up with a figure. No, you will be screwed. What it appears they did in my case is hold the claim until the point you have the rental car expiring , putting you in a position of weakness . I will pay for a rental to show the court they have caused me damages. You must read articles before you negotiate. You must ! This company will fight you tooth and nail and tell you to bug off if you don’t like the settlement price. The correct way to do this is get your facts straight and go to NADA , find out the value of the car and look at used cars on Auto Trader or Cargurus.com. Tell them you insist on a car within 50 miles and that price. Keep track of your e-mails and your research. Don’t take their grief, they must negotiate. Threaten them with a 93 A action if they don’t negotiate fairly. This is triple damages in my case the car is $5000.00 , I will sue for $15,000.00 if they wrong me. If they give you a low ball number which they will, stick with it. Prove to them they are wrong. Look at the appraisal carefully. You must ask for the appraisal on a total loss from the insurance company. I cannot figure out why the appraisal service would not send it to me? What are they hiding? What is the secret? It is the policy of commerce that you can’t get it from the appraiser. Ah… I am on to something. You must get ready for battle with Commerce, it is a disgrace how they treat you, or try to. I will get them to pay, I hope they don’t settle because of the way they have handled the claim. I want to sue them , I really do ,so they do not take advantage of others who do not understand some laws, have less money than I do and do not understand the system of automobile purchasing. Stick these people , they deserve to be stuck.

    Reply
    • I had my battle gear on ready for the fight: The result from Newton Massachusetts
      This case was settled today with how a claim should be fought with great vigor . Mapfre Commerce offer if I kept my car the first offer was $3320.00. final offer today $5019.00. If I keep the car first offer $2961.00 is settling for $4639.19.

      A $1700.00 difference on a $5000.00 vehicle. It was hard work, but worth the fight.
      I am not a lawyer, but know how to get what I want effectively. Although they hung up and treated me sour, please stick with the game plan everybody. Don’t be passive. Karma is strange, we will knock them out

      Reply
      • I’ve stuck with the game for four years against this company…what did you do to get your settlement properly completed?

        Reply
        • I hired an attorney and turned it over to him to handle the headache. I suggest this might be the only way to deal with them. They are a combination of incompetence, arrogance, and obstinance that is difficult to handle. They also lack empathy. I do not intend to wait four years for them to do the right thing. Court may be the best option in the long run.

          Reply
      • I am sorry I did not see your post. What is your difficulty with these people?

        Reply
        • They do not wish to pay more than half the actual cost of the claim. They will go to any lengths to prevent paying and drag out as long as possible to try to get the claimant to give up and go away, which often happens these days in the insurance industry and they know it. I personally know of three other people who have had exactly the same kind of ‘formula treatment’ I have had. They will keep you so underpaid you cannot get the claim serviced and things restored, and you will have no money left to take them to court, which seems to be the only sure way to get them to pay.

          Reply
          • Ro,
            Insist they open the claim again. In Lawyers weekly they had the Ramirez vs Commerce insurance. It started in 2014 Massachusetts Superior Court. Google it and other cases follow.
            I am not a lawyer but won my case with them with another case related and they paid and made me whole again. They sent it to legal. I beat the formula game they have.

  17. Mapfre/Commerce insurance sucks….all i can say is not very accommodating,in fact if its not their way its no way…You are SOL if there’s an issue with your insurance….i will be taking my buisness elsewhere

    Reply
  18. This company sucks! I attempted to pay my bill in full this past summer. They said they never got the money. My bank confirmed it was sent to their bank. Commerce continued to say they never got the money. I gave them my bank statement. It wasn’t enough. I stopped payment on the check as my bank advised. The next day, before the money was showing as back in my account, I got a returned check fee for $25.00 from Commerce. I had been planning on just sending them the payment again. When I called their smirky (sad) customer service representatives insisted there was no way they were going to waive the fee, so I decided it was time to change insurance companies. I saved $100 a year by switching to Travelers BTW. I am now in collections for the $25.00 returned check fee and a fee for switching insurance companies early into my renewal. I have excellent credit! I even sent them a check for the short time they insured my with this bologna *non-payment* was going on. Commerce, you’ve got no class!!

    Reply
  19. 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 [Redacted] 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!

    Reply
    • I am glad you did this. I had the same situation. They denied my claim that was legit and I also had to pay for the rental for the length of the investigation… the claim was $1500 in damages and they probably spent that much on their 30 day investigation.

      Reply
      • My experience is that they will pay anyone servicing the claim except the insured. They will pay them ahead of you without checking with you for accuracy of the invoice or even letting you know it was paid and counted against you on your CLUE report as part of your overall cost of the claim. I am still fighting for the rest of my settlement after almost four years. I know someone in Massachusetts in the same exact boat and is in court with them.

        Reply
  20. Mapfre is a complete joke. I have had auto insurance from mapfre for the last 2 years and i just bought another car and my rates doubled. No claims no accidents but my rates went from 85 dollars to 150 dollars a month. I went to another insurer and got insurance for 74 dollars a month. After reading all the negative reviews im really glad i kicked this horrible company to the curb.

    Reply
    • Hello Brayn,
      Same thing happened to me. Do you mind sharing which company gave you lower rates?
      Nick

      Reply
  21. My son was in a fender bender with a Commerce Ins customer. It is over a month, and the claim is still not resolved. I have literally received nothing but a run-around from them. We have a witness who specifically stated that the accident was not my son’s fault…my insurance company has the recorded statement and have had no issues being in touch with that person. For some reason Commerce “can’t” reach her. And the recording that was sent over by my insurance company was “empty.” While that may be the case, when my ins company has called over there multiple times, no return calls have been made. I have three children within driving age…and they have many friends. I have already steered one family away from signing up with Commerce because of my horrible experience with them! If nothing else, I will make certain that everyone I know hears my story and decides not to use them as they are looking to sign their children up for auto ins. Several of the agents have been rude as well!!! Just a horrible experience! My ins company investigated the incident, spoke to the witness, processed the paperwork in TWO DAYS. It is over 30 days and nothing from Commerce. Avoid this insurance company if at all possible!!!

    Reply
    • I am in the middle of a similar situation with this company. Their insured ran a red light and totaled the car my very responsible daughter was driving. Their driver admitted to the police officer that it was her fault and put it in his police report. They gave me the same story that they had no response from their insured. It has been 5 weeks and I just received a letter from them stating that they will not take responsibility because “While making the a left turn at any intersection you will have a greater duty to yield to oncoming traffic. Based upon this determination, we will be unable to issue any payments at this time.” (And the typo is exactly how they stated it). My daughter turned left across a 4 lane highway on a green turn arrow. There was another car already stopped at the light. The Hummer was in the far right lane. My daughter crossed into the 4th lane before she was struck, which indicates how blatantly they ran the red. I am thankful that my daughter was not seriously injured and they I have a great company in PEMCO-I would highly recommend them. They HAVE taken care of us.
      Commerce/MAPFRE is a joke!! DO NOT BUY THEIR INSURANCE. THEY WILL NOT TAKE CARE OF YOU.

      Reply
      • After reading so many negative reviews about MAPFRE, I filed complaints with my state insurance division and my local BBB. I would suggest that all people who have been wronged by MAPFRE’s non-responsiveness, denial of claims and cancelled policies do the same. This is not the way an insurance company should act.

        Reply
        • I totally agree and have filed a complaint with my State Insurance Company already. They are monsters.

          Reply
      • Oh my God, the exact (EXACT !) accident happened to me! While I was in an ambulance going to the ER, the guy that ran the red light told the police it was my fault and lawyers up! You know what my insurance company (Mapfre) is doing?, yelling at me saying “it’s not looking good for you” and helping the other guy! I’m filing a complaint against them! My car is totaled, I’m still under doctors’ care and Mapfre gives me nothing! No assistance at all other than inundating me with paperwork to sign my life away! AGREED, DO NOT BUY INSURANCE FROM THIS COMPANY!

        Reply
      • Same thing happened to me two December’s ago. Supposedly went to arbitration and they told me that they didn’t turn all the paperwork in at arbitration and that mutual fault was assigned when the gal admitted on the police report that she was distracted and didn’t know the color of the signal. We should file a class action against these clowns.

        Reply
        • Exactly, I work in Attorney Generals’ Office. I think they need to become involved.

          Reply
          • I would love to see the Attorney General’s office involved! Thank you Ms. J

          • My Attorney General’s office says this is not in their jurisdiciton and turned it over to the Department of Insurance who would not even give me a hearing on my claim. I am still fighting this after three years…they have paid half the true value of the claim which seems to be their modus operandi.

  22. Worst company ever.

    I have a claim with them from an accident that wasn’t my fault and the responsible party was insured by them. They have horrible customer service they did not help at all in the rental process and often tried to send me to my own insurance so that they can pay for the rental.

    They did not work with the injured party and speaking with supervisors is a waste of breath.

    Will never use this company again.

    Reply
  23. I had Commerce Insurance for 14 years and filed two small claims with them in that time. They cancelled my rental property policy after the second claim stating unfavorable loss experience. I cancelled all policy’s with commerce. I will no longer do business with them.

    Reply
  24. STAY AWAY. Filed a claim against my homeowner’s insurance policy after this winter’s brutal storms caused some water damage and they sent me a letter saying they’re canceling my policy. [Redacted] guys!?!

    Reply
  25. This is the worst company I have ever dealt with. I had a car accident on January 24, 2015. I called Mapfre to inform them of the accident since they are my insuarnce carrier. They opened up a claim. The individual assigned to my collision claim doesn’t return calls or respond to emails. I’ve even been told I did not ask for information when I did. As soon as I’m through with this claim I’m done with this company. To treat your customers with disrespect no good.

    Reply
    • I to am a new victim of this terrible company. I was in a car accident as well just last week and the same thing is happening to me as well. I never get a call back. Nothing no return emails even after I leave detailed messages to please return my call Nothing!
      I paid my insurance premium for the entire year up front. And now they said after 2 months and 5 days after my accident that they are canceling me? Now they said I was using my truck for work related purposes and driving to and from work??? I am not allowed to drive my truck to work ? Then they also claim a woman was driving my truck and not me? Never happened. I am single no gf and no woman works at my work. I researched the reviews and found out this is one of there evil practices. If you file a claim they cancel you. Then they had the nerve to call me back only to say if the other people you had an accident with call you and ask you what your policy limit’s are do not tell them. ??? I was shocked I asked I don’t understand are you not covering there car I have a $1,000,000.00 policy limits. She said well they got an attorney and this could get ugly they want the policy limits and we do not want them to know you have $1,000,000.00 policy. I have this on tape Thank God I recorded it. So they are giving the poor people that I caused the wreck a hard time buy not telling them the truth and at the same time canceling me as well because I was hurt in the accident. Maybe I should get an attorney as well? I just can not believe this Mapfire is so so dishonest and straight out frauds I can not believe they do not get shut down??? I have never had an accident in over 20 years and a perfect driving record. I make one mistake and they make up lies just to cancel me. Then they ask me to with hold the truth from the people that got there car destroyed buy me and they are giving them grief??? As if they haven’t been threw Enough??? They treat there customers with no respect what so ever.

      Reply
  26. I had a plumbing part break August 1, 2013, in my home, causing extensive water damage in my kitchen, dining room, living room, powder room and the bath upstairs as well as other parts of the home. I have still not been able to get a decent settlement with American Commerce, a MAPFRE company, as they have only paid me about 45% of the actual cost of the claim. I recently heard of two other consumers with the same EXACT experience in Massachusetts with two other small companies MAPFRE bought out. I have an attorney and this is costing a lot to pursue, which I am forced to do as the amount is a small fortune. I had the best homeowner’s coverage they had with full replacement value, to no avail. Is this happening to all their homeowner’s insureds?

    Reply
  27. I’m living the nightmare of Mapfre homeowners insurance. Their respresentatives are rude and not responsive . Only been a homeowner for 3 months and had a leak due to wear and tear of the pipe. They exclude covering damage due to this and hired their own restoration company which charged for work they didn’t even do . They said they took care of their bill but wouldn’t. Cover the damage to my home 5,000.

    Reply
    • Wow, this sounds frighteningly similar to our burst pipe saga in January 2015 – parts of which are still unresolved. I can’t afford an attorney but I’m thinking of hiring one anyway. Which “restoration” company did they inflict on you, if I may ask? I bet it’s the one they had practically on speed dial.

      Reply
      • Norah,

        If you do not like the amount paid, Commerce can send an independent adjuster out to examine the damage if, that’s if you ask.
        If not, there are public adjusters, and sometimes work on commission. So if they offered $ 5000, the more damage found the Public Adjuster gets a commission.I try to avoid lawyers, until I exhaust all avenues.

        Reply
  28. I have been dealing with the reprocussions of being in an accident where the other driver is insured by mapfre and within a week had to get a lawyer they refuse to make any for of contact with either myself or my insurance company it’s been a year mapfre insurance is a joke my lawyer is on the case

    Reply
    • I am in the same situation s you were. It was just a few months ago. Any ideas that may help me? Thanks!

      Reply
      • Hire a lawyer and be prepared to go to court…that is what we are now having to do after months and months of trying to get good answers and get some kind of decent and fair claim settlement.

        Reply
  29. WORST INSURANCE. DO NOT SIGN IN OR LEAVE WHILE YOU CAN. HORRIBLE CUSTOMER SERVICE!!!
    HEADQUARTERS LOCATED IN SPAIN, THEY NEW TO US AND MOSTLY WORK IN MEXICO, SO IN CASE ANYTHING HAPPENS GOOD LUCK GETTING YOUR MONEY.

    I am a Disable person and had accident. Mapfre would not talk to me – 3 Days, Kept hanging up and tell me they’ll call me tomorrow. After 10 days of Battle Mapfre finally authorized Enterprise for 30 Days, and after 23 days revoked payment and I ENDED UP PAYING 700$ OUT OF POCKET.
    As a disable person i was not able to attend therapy and developed atrophy and i ended up in the hospital.
    Simple claim ended up being Special Investigation and MY interrogation with adjuster BY MY OWN MAPFREE INSURANCE. Asking questions like who is my wife, how much i make, what is my savings, who are my friends.
    I was in brand new Mercedes(worth 65,000$) person who did not stop at the stop sign and ADMITTED FAULT hit me in Old beat up Toyota (worth 2,000$ at Most),
    Mapfre put me in SPECIAL INVESTIGATIONS for the suspecting that i staged it.
    What you think..? Would anyone…lol ???
    MAPFREE IS RIDICULOUS, RUDE AND MY LAWYER IS ON A THE CASE.

    NO MAPFRE GUYS !!!

    Reply
    • I believe one of their common procedures is to try to make it look like the claim occurred because their client ‘staged’ it. My claim was delayed a month, with mold accumulating because of the water damage from a broken plumbing fitting. They were investigating the source of the water damage (the broken fitting) and tried to make it seem my fault the mold was there. At the end of six months, they would not give me my ‘holdback’ because I had not finished the project. I had not finished in their allotted time because they underpaid me and drained my savings trying to finish restoration. I asked for an extra month since they took a month away from me of the six months. They would not give it to me. I am still trying after almost two years to get the rest of the money from them. I wonder if anyone has thought of a class action suit????

      Reply
  30. Hi Eric –
    I read your rating on Mapfre and appreciate your candor. This company should be watched as I am having a problem with them on a flat cancellation of my auto insurance. I have expressed my dismay with them and also told my agent he should not be representing such a company. I just filed a complaint with the BBB. Most comments I read about Mapfre from employees to consumers were pretty severe and I eventually decided to not continue with them. My experience just from an initial billing situation has not been pleasant and the public needs to beware of this group.
    Jeff Smith

    Reply
    • Hi Jeff… reviewing my billing this very moment and seeing discrepancies… can you elaborate on your experience with mapfre? I’m smelling something fishy, doing my numbers (on my monthly premium; this isn’t brain surgery) but cant quite figure out their billing process…. however, i dont want to cause too much change in my insurance at the moment as I have a 16 yo with permit in my house…
      feedback?
      TIA,
      Sarah

      Reply
      • I also had my own bad experience with Mapfre, as did ALL the people who post the same complaints (in one way or another) and our own states’ Attorney General feels it’s not good enough to file a complaint against this insurance company! How do you like that??? Frustrating…

        Reply
        • The only way we as citizens of Massachusetts can put an end to the madness of commerce is we need additional precedent cases against commerce in MGL 93 A cases of unfair and deceptive business practices. This is where they get it. We need just a couple of more to settle the score in my humble opinion.

          Reply

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