Customers generally appreciate support through phone, chat, app, or in-person, and the user-friendly website makes policy management easy. However, some report challenges with claims, service responsiveness, and occasional policy confusion. Despite limited digital tools and regional availability, the company’s strong financial stability offers reassurance for those seeking personalized service.[2]
Merchants Insurance Group Review (2026)
- Overall rating: good (3.9/5 stars)
- Trust & Reliability: 3.5/5 stars
- Digital Experience Score: Solid (4/5 stars)
Read more below to get a quote directly from Merchants Insurance Group.
Reviewed By Tara Stumpf
Edited By Beth Swanson
Merchants Insurance Group: A good choice for New York drivers
Merchants Insurance Group earns a good rating from The Zebra experts thanks to its discount options, additional coverage, and competitive pricing compared to similarly sized carriers. A key factor, however, is that the company only offers personal insurance lines in New York.
Merchants Insurance Group offers a solid range of coverage options and multiple discount opportunities. While the company currently operates in only eight states and has limited digital tools, it can be a strong choice for customers seeking personalized service and value in its service areas.
What customers like:
Customer support: Get help through your preferred method—phone, chat, app, or in-person.
Financial stability: Strong ratings indicate the carrier can pay claims during major events.
Website usability: Easy-to-use website makes managing your policy simple.
What customers don't like:
Service concerns: Frequent complaints suggest problems with claims and customer service.
Policy instability: Frequent changes create confusion and coverage uncertainty.
Limited availability: Limited hours can impact your ability to get help during emergencies.
How The Zebra evaluates insurance companies
| Rating | Explanation | Star rating equivalent |
|---|---|---|
| Subpar | Lowest ranking, suggesting instability or high risk | 1-1.9 |
| Fair | Somewhat stable but not consistently reliable | 2-2.9 |
| Good | Generally dependable with moderate stability | 3-3.9 |
| Solid | Strong, reliable and dependable with minor risks | 4-4.4 |
| Exceptional | Highest rating, indicating outstanding stability and reliability | 4.5-5 |
Methodology — how The Zebra reviews insurance companies
The team of insurance experts at The Zebra evaluates companies by focusing on customer experience first, with an emphasis on service quality, reliability, and ease of interaction. Unlike previous models, pricing is not scored but is instead presented separately as context for comparison.
Each category has been scored using a combination of our internal customer satisfaction survey results and published scores from reputable organizations such as AM Best and J.D. Power.
- Service Accessibility & Support Quality (25%): This category measures how easy it is to get help when needed, evaluating factors such as support channel availability (phone, chat, in-person, app), response times, agent knowledge, service hours, and language accessibility.
- Claims Experience (25%): This category assesses how smoothly the claims process works, considering ease of filing (online, app, or phone), transparency and communication, processing times, and fairness in dispute resolution.
- Digital Experience & Policy Management (25%): This category evaluates the convenience of managing your policy: this includes mobile app usability, website experience, account management, digital document access, self-service options, and platform integrations
- Trust & Reliability (25%): This category looks at a company’s overall reliability, measuring financial strength, market stability, regulatory history, communication transparency, and consistency in policy terms.
Price context: Pricing varies significantly based on individual circumstances and risk factors. Customers can evaluate cost-effectiveness based on their specific situation and the service quality scores provided.
How much is Merchants Insurance Group's car insurance?
Accurate pricing information for Merchants is limited, making it difficult to assess how its rates compare to the national average (currently around $1,084 for a 6-month policy).[1] Since premiums vary based on factors like age, location, driving history, and vehicle type, the best way to determine if Unique fits your budget is to get a personalized quote and compare it with other options during your search.
See how Merchants Insurance Group stacks up against competitors →
Discounts offered at Merchants Insurance Group: standard
Merchants Insurance Group has a solid list of available discounts. Along with the common options you'll find elsewhere (like multi-car policy and good student discounts), Merchants Insurance Group has others to help customers save.
Paid in full
If you choose to pay your full premium at the start of your policy, it can earn you a significant discount.
Anti-theft devices
Vehicles with devices that discourage theft are eligible for this discount.
Defensive driver
Drivers who have completed an approved defensive driving course can save on their premiums.
| Company Car Discount | Driver Training Discount |
| Safety Equipment Discount | Defensive Driving Course Discount |
| Anti-Theft Discount | Paid In Full Discount |
| Good Student Discount | Multi-Policy Discount |
To learn more about each discount Merchants Insurance Group has to offer, see their discounts page.
Compare with other companies
See how Merchants Insurance Group stacks up against similar companies
Cost: Unavailable
Customer satisfaction: Moderate
Our take:
- Multiple ways to file claims
- Moderate customer satisfaction
- Prompt and professional service
Cost: $1,249 for a six month auto policy
Customer satisfaction: High
Our take:
- More expensive than the Merchants Insurance Group
- Similar coverage options as the Merchants Insurance Group
- Less discount options than the Merchants Insurance Group
Cost: $1,133 average cost for a six-month policy
Customer satisfaction: High
Our take:
- More expensive than the Merchants Insurance Group
- More coverage options than the Merchants Insurance Group
- Lower digital experience scores than the Merchants Insurance Group
Merchants Insurance Group's customer service & claims experience: Reliable but mixed experiences
Thinking about Merchants Insurance Group?
See what other drivers are saying
Dablover
I love your services. You provided me with excellent things and i would like to thanks you as such for your service. Thank you.
mbf1970
I have filed an auto claim (a couple of times). The claim was handled quickly and very well. Customer service is very good in that when I wan'ted to change my method of payment they were right on it.
Unlucky_Insured_Indicates
Merchants is the worst insurance carrier for new businesses. They will continue to make mistakes and send you the bill for it. Took majority of my earnings away as they quote you to draw you in then Drown you with back pay and whatever else they can bill for
Claims process: Efficient with occasional delays
Merchants Insurance Group provides several ways to file claims, including phone, online, and mobile app options. Many customers report prompt and professional service, with claims handled efficiently. However, some policyholders experience occasional delays or communication issues, especially with complex claims. Overall, Merchants offers dependable claims support for most drivers.
Coverage options: on par with competitors
The key point about Merchants is that personal lines insurance is currently only available in New York (Merchants does write commercial policies in other states). However, for customers in that state, you can get the standard coverage offerings you'd expect from any carrier (like liability, replacement cost coverage, roadside assistance, and medical payments). Merchants Insurance Group offers additional coverage options that help customers save money.
✔️ Emergency lodging coverage
✔️ Replacement cost coverage
✔️ OEM coverage
✔️ Accidental air bag deployment coverage
Final thoughts: Is Merchants Insurance Group Right for You?
Because of its limited availability, it makes sense only for drivers in New York. Merchants Insurance Group offers a solid range of coverage and reliable, personalized customer service. Many policyholders appreciate support via phone, chat, app, or in person. Some report slower claims processing and limited digital tools, but the company’s strong financial stability makes it a dependable choice for those seeking value and attentive service.
Frequently Asked Questions about Merchants Insurance Group
Get quotes from Merchants Insurance Group and other top companies
Sources:
Data Methodology. The Zebra’s Dynamic Insurance Rating Tool
Anonymized User Survey. The Zebra
About The Zebra
The Zebra is not an insurance company. We publish data-backed, expert-reviewed resources to help consumers make more informed insurance decisions.
- The Zebra’s insurance content is written and reviewed for accuracy by licensed insurance agents.
- The Zebra’s insurance editorial content is not subject to review or alteration by insurance companies or partners.
- The Zebra’s editorial team operates independently of the company’s partnerships and commercialization interests, publishing unbiased information for consumer benefit.
- The auto insurance rates published on The Zebra’s pages are based on a comprehensive analysis of car insurance pricing data, evaluating more than 83 million insurance rates from across the United States.