Merchants Insurance Group 250 Main Street, Buffalo, NY 14202

"Their website is garbage, they raise your price for no reason, then when you call to question them they put you on hold for 20 minutes for no reason just to give you the age old "we're short staffed and cant answer your call" rigamarole"

"Horrible. Been a customer for several years and was happy until they decided not to renew my policy due to them wanting to remove business in New York State. Apparently my two windshield claims and accident my wife was in (that was not her fault) gave them enough of an excuse to drop us. Don't waste your time. If you're looking for an insurance company that actually cares about you...keep looking. I'll save them the time and just say it for them "sorry for your negative experience." Pathetic."

"Had them for 3 years for my business. Fair reasonable price. But when I tried to file a claim it was so difficult I just said forget it and paid it myself. EVERYTIME I've called and spoke to customer service TERRIBLE it seems like the same female that works from home and has a attitude of like your bothering her. I guess good customer service is a thing of the past due to lack of workers. Lost my business now let's see how long it takes to send my money back."

"Merchants has one of the worst website interfaces I have worked with. Add in the fact that their customer service absolutely refuses to provide updates and they quickly become a company not worth giving your business too. I’ll admit, I’m a little bitter over my experience post accident but I’ve always had a fear of just being a number to a company and knowing they really don’t care about you as a person. After one accident since I started driving, they’ve decided to not renew my policy. The process of filing the claim involved me checking in every few weeks while being given very few updates organically. They were supposed to send me documents on three separate occasions that never came, and if it wasn’t for my persistence to get it I would’ve been shorted $625 because they had my truck documented incorrectly. You get passed off to work with someone new every few days. Overall, their home owners was a great policy so I paid a little more for car insurance to get the home owners policy. Should you ever have the worst moment of your life with a car accident, that more expensive policy is absolutely not worth dealing with Merchants for. They’ve done be a favor by not renewing and I’ll take all my business elsewhere."

"My auto claim was closed without my knowledge and the repair facility was ignored for almost two weeks regarding supplemental damage to my vehicle. When confronted the claims rep tried to pass the responsibility on to their third party adjuster who had nothing to do with the issue. When my vehicle was finally deemed a total loss nearly 4 weeks after the accident they only allotted me 5 days of rental coverage, yet the claim took another 4 weeks to process during which time I was left without a vehicle or prompt communication. Do yourself a favor and stick with a better rated company, you get what you pay for. I can’t imagine how much worse this could have been if property damage and medical bills would have been involved."