Merchants Insurance Group Review & Complaints: Auto & Commercial Insurance

Merchants Insurance was founded in Buffalo in 1918. Merchants Insurance reviews are few but favorable. While customer service might be great, pricing for basic car insurance will probably be higher than the monthly average of $312 from larger carriers. Begin comparing great auto insurance rates from top car insurance companies by entering your ZIP code now.

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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 place to get it.

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Written by Eric Stauffer
Founder & Former Insurance Agent Eric Stauffer

Leslie Kasperowicz holds a BA in Social Sciences from the University of Winnipeg. She spent several years as a Farmers Insurance CSR, gaining a solid understanding of insurance products including home, life, auto, and commercial and working directly with insurance customers to understand their needs. She has since used that knowledge in her more than ten years as a writer, largely in the insuranc...

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Reviewed by Leslie Kasperowicz
Farmers CSR for 4 Years Leslie Kasperowicz

UPDATED: Mar 31, 2022

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Merchants Insurance Group

Financial Strength

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Merchants Insurance Group Summary
Merchant Insurance Group FactsMerchant Insurance Group DetailsFrom Experts
Year Founded1918Better Business Bureau
Current ExecutivesBob Zac, President and CEO
Tom Meyers, Senior VP, Treasurer, CFO
Merchants Insurance Group
Number of Employees201-500Glassdoor
Total Sales/Assets$110M-$500MGlassdoor
HQ Address250 Main Street
Buffalo, NY 14202
Merchants Insurance Group
Phone Number1-800-462-1077Merchants Insurance Group
Company Website Insurance Group
Premiums Written109,241National Association of Insurance Commissioners
Loss Ratio44.18%National Association of Insurance Commissioners
Best ForUsers who value customer service over priceMerchants Insurance Group
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Merchants Insurance was founded in Buffalo, New York in 1918 as Merchants Mutual Liability by a group of merchants looking to protect their delivery vehicles.

In 1957, the company added property and casualty insurance, changing the name to Merchants Mutual Insurance Company.

Headquartered in New York, Merchants Insurance Group is a multi-state insurance company offering both personal and commercial insurance policies. As the name implies, the company started out providing insurance coverage for merchants and expanded over 100 years to add multiple different lines of business.

Merchants Insurance reviews are hard to find, but they indicate the company is easy to use and offers good coverage. This may make them one of the best insurance companies to use.

Looking to buy Merchants Insurance? No matter what company you choose, you should get multiple car insurance quotes to make sure you are getting the best deal. Enter your ZIP now to get quotes to compare to your current Merchants Insurance rates.

Merchants Car Insurance Rates

Merchants does not offer online quoting, and policies are only available through agents. This makes it difficult to obtain a comparison quote. Merchants Insurance agent locator is located on the website and makes finding an agent easy.

This table will show you average annual rates by coverage type for comparison purposes. Although Merchants Insurance is not included in the list, this will give you a general idea of the cost of car insurance coverage.

Average Annual Car Insurance Rates Based on Coverage Type
CompaniesAverage Annual Rates
for Low Coverage
Average Annual Rates
for Medium Coverage
Average Annual Rates for High Coverage
American Family$3,368.49$3,544.37$3,416.40
Liberty Mutual$5,805.75$6,058.57$6,356.04
State Farm$3,055.40$3,269.80$3,454.80
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As a regional insurer working through agents, Merchants is unlikely to be the least expensive option for most people. They are instead, the type of insurance company that relies on good products and strong customer service to earn and keep their customers.

What is Merchants’ availability by state?

Although the company began as a Buffalo insurance company, it has expanded over the years out of New York and now offers coverage in eight other states: Massachusetts, Michigan, New Hampshire, New Jersey, Ohio, Pennsylvania, Rhode Island, and Vermont. The company’s headquarters remain in Buffalo.

Merchants Insurance policies are sold by independent agents across the nine states in which they sell their products. Their lineup includes the basics of personal insurance and a fairly comprehensive commercial insurance program.

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Merchants Car Insurance Coverages Offered

In addition to their standard car insurance coverage options, liability, comprehensive, and collision coverage, drivers can choose to add on several levels of additional protection including:

  • Accidental airbag deployment coverage
  • Towing and labor expenses
  • Transportation expenses
  • Emergency first aid expenses

Merchants roadside assistance is free for all policies that include comprehensive and collision coverage and is an add-on that usually comes at an extra expense elsewhere.

This video goes into detail on different car insurance coverages that could be available to you.

The coverage you need will depend on your specific needs. Talk with your agent to see what coverages are available to fit your needs.

What are Merchants’ bundling options?

Merchants still offers commercial insurance but has expanded into the personal lines market as well.

Merchants offers homeowners, condo owners, and renter’s insurance with varying levels of coverage. Homeowners insurance includes all of the basics, with a list of optional coverage including:

  • Identity Recovery
  • Equipment Breakdown Coverage
  • Service Line Coverage
  • Inland Marine Coverage
  • Food Spoilage

Extra protection gives you added peace of mind when it comes to your home and may land Merchants on the list of best home insurance companies.

Merchants also writes personal umbrella policies to provide added liability coverage for home and auto policies that underlie the umbrella coverage.

Their original product, commercial insurance, is available in a variety of forms.

Merchants offers commercial insurance for a variety of different types of businesses. This includes auto repair, artisan contractors, office, retail, building owner’s coverage, and others.

Merchants also writes commercial auto insurance and worker’s compensation business insurance.

What are the discounts offered by Merchants?

Merchants offers a list of common discounts for their auto policies, including good student, paid in full, new car, and company vehicles discounts.

What programs are available from Merchants?

There are several programs available from Merchants. Some of these are:

  • Collision deductible waiver – if you are involved in a hit and run, your deductible can be waived with proper documentation
  • Disappearing deductible – every year you are claim-free, your deductible lessens
  • Free roadside assistance – If you have collision and comprehensive coverages, your roadside assistance is included

These programs can add value to your policy and can make the possibly higher insurance rate more acceptable.

Canceling Your Merchants Car Insurance Policy

Like with other carriers, you can cancel your Merchants car insurance policy at any time. According to AAA, most states have a minimum of insurance coverage that must be maintained at all times. Thus, you need to make sure you have another policy in place before you cancel your Merchants policy.

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Is there a Cancellation Fee?

There does not appear to be a cancellation fee, but you would want to check with your agent to be sure.

Is there a refund?

If you chose to cancel your account and have already paid for your coverage, you should be issued a refund for the payment portion that is unused.

How do you cancel?

There are no specific cancellation details listed on the website, but it is generally better to go through your local agent to cancel your coverage.  Your agent can walk you through the process and help make sure you have continuous car insurance coverage.

When can I cancel?

You can cancel your policy at any time; however, it is generally easier to cancel at the end of your term. You will need to have car insurance coverage with another company in place before your policy with Merchants end.

How to Make a Merchants Car Insurance Claim

Merchants has several different claims reporting lines depending on the state in which the policyholder lives. There is a single after-hours claims line for use outside of normal business hours.

Claims can be reported to any of these service centers, to the agent directly, or via the company’s online claims form. Claims can only be reported online by logging into a policyholder account.

Personal auto insurance claims can be reported with the Merchants mobile app for Android and iPhone, an unusually advanced service for a regional insurer.

Merchants promises contact from a claims representative within 24 hours of the report. The adjuster will then investigate the incident, review coverage, and determine fault and benefits.

Claims can be tracked through the same online system that allows claims reporting, or by contacting the claims representative.

There is no indication that the company offers a preferred repair shop network, but it seems likely that a company of this size would have some sort of guaranteed repair network.

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Merchants: Car Insurance Ratings

Merchants is not Better Business Bureau accredited but has an A+ rating. There were only three complaints filed against the company in the past three years, two of which were closed in the past 12 months. That is a very low complaint volume for a company this large.

With an A.M. Best rating of A-, Merchants Insurance is financially stable.

You can also use Merchants Insurance Group’s NAIC number 23329 to request a complaint report. There are no complaints listed through that site.

There are very few reviews of Merchants Insurance anywhere, and the few that exist are not of concern. Overall, there is little information good or bad from consumers, although a lack of good reviews is common for insurance companies. In this case, no news is generally good news.

The Bottom Line

Merchants Insurance offers a fairly solid personal lines program for auto and home They do lack any other specialty policies like recreational vehicles and life insurance. This prevents them from being a one-stop-shop for most personal insurance, which may impact some customers’ choices.

Their reputation is solid, with very few complaints to be found anywhere, which makes them a dependable option.

Most insurance customers are likely to find that they can get a better price elsewhere, but Merchants may be worth a look for anyone who prefers to work through an agent with a smaller, local insurance company.

Looking for affordable Merchants Insurance? Get quotes now to compare to your current Merchants Insurance quotes to see where you will receive the best coverage at the cheapest rates.

Frequently Asked Questions: Merchants Insurance Group

Keep reading to find the answers to some commonly asked questions about Merchants Insurance.

What Merchants Insurance careers are available?

There are many Merchants Insurance jobs in Buffalo NY and in other locations around the country. The Merchants website will show you jobs currently available.

Where can I find the Merchants agent login?

The Merchants website conveniently offers an agent login option. The website is

What is the contact information for Merchants Insurance in Bedford, NH?

The address is 5 Bedford Farms Dr # 500, Bedford, NH 03110, and the phone number is 1-603-622-9966.

What is the Merchants Insurance logo?

The logo is a large M with dark red and black coloring.

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