ACC

Review: My car was hit in a parking lot by a person that has this insurance company . I took down all information and pictures and filed a claim with this insurance company. Three days after my car was hit, the ACCC told me to take the car to get an estimate. The car was taken over and estimate was done. A copy of the estimate was not given to us at that time. A week later I was mailed paperwork to fill out on the accident. I filled out all paperwork and returned it and did not get a response from anyone until 3 weeks later when I received a letter stating the other party (their insured) did not respond, so therefor they are denying the claim and will not pay for the car repair. I tried several times to reach an adjuster to discuss and after several phone calls over a period of 2 weeks, I finally received a call back. The adjuster was of no help to me stating the same line over and over that they are not paying because their insured didn't respond. He stated that he cannot make the insured call him for the information. He was very short with me over the phone. I then spoke to his supervisor, who at one time put the phone down and would not listen to me at all. He gave me the same line, that they are not going to pay. When I told him I did not want to file it on my insurance since his insured hit me, he suggested that I don't file it on my insurance at all and just pay the damage out of pocket. When I asked him a question, several different times, he would say "what"after silence for a minute. When I asked if he was he listening to my questions, he said it didn't matter because they were still not going to pay the claim. He was not even going to offer any help. I then called and asked for a copy of the estimate from the person that wrote out the estimate for the car. She said she is unable to give me a copy of the estimate and that only the adjuster could give me a copy of the estimate. I then called the supervisor back and he stated that they do not give copies of the estimates out. They only give them out if they are paying for the claim. Poor customer service from this company. Never once were they nice about anything.Desired Settlement: I wanted to hear back from the company in a timely manner and I wanted my car repaired. I could have also liked a copy of the estimate that this company did on my car so that I may take it to my insurance company. Unfortunately I got none of these from this company.

Review: The insurance company has been stringing along the repairs of my vehicle since October 29, 2013 and here it is December 16, 2013. Even though several voice mails have been left and several emails have been sent as well the account rep would not return any phone calls. The only time I would receive a phone call was when I attempted to contact the supervisor. Who never returned calls either. The shop was more forth coming with info from the appraiser of the vehicle then the account rep of the insurance company. The shop called me a week and half before the rep called to tell me the vehicle was totaled. The account rep has been repeatably rude while attempting to resolve the issue. When confronted about the attitude she immediately starts to deny it. Even when speaking in person the customer rep claimed "that I was making the issue harder then what it should have been".Desired Settlement: This company should make an attempt to modify the procedure in which they contact customers. I would not mind hearing from the overall manager of the office and not just the supervisor of the account rep.

Business

Response:

May this letter acknowledge receipt of and serve as our response to the above referencedinquiry from the Revdex.com dated December 16, 2013, and received in this officethat same day. The complainant indicates he has had issues with calls not being returned tohim.This inquiry involves an automobile accident which occurred on October 29, 2013, and wasreported to this office on Novemeber 13, 2013, by the other parties insurance carrier. Ourinvestigation into this matter began at once with Report of Accident forms being sent to thecomplainant, our insured and the other parties involved. On November 14, 2013, we calledour insured and obtained a statement. That same day, we called the complainant and left amessage requesting a return phone call. On November 15, 2013, we spoke with thecomplainant, obtained a statement, and explained our claims process. At that time, wediscussed our rental procedures. A rental voucher for 5 days rental was provided to thecomplainant that same day. On November 19, 2013, we returned a call to the complainant'sinsurance carrier, [redacted] with Progressive, and left a message requesting a return phone call.Page 21888 Comp/aint/10# [redacted] Claim [redacted] December 23, 2013That same day, we received the police report. On November 20, 2013, at 11:41 am, thecomplainant called and stated that the appraiser had just left his home. We advised thecomplainant, the estimate was not uploaded for me to view. That same day, the complainantcalled, and we advised of our claim status. On November 21, 2013, we received the repairestimate for the complainant's vehicle. That same day, we called the complainant and wentover estimate. We issued a check for loss of use in the amount of $78.05, to the complainantthat day. On November 25, 2013, we spoke with the complainant and went over the estimate.The complainant advised he has a lien release and would email a copy that day. Complainantstated that he will put the vehicle in the shop that same day. On December 2, 2013, wereceived a supplement, which caused the complainant's vehicle to total. On December 13,2013, we spoke with the complainant and went over the total loss offer. At that time, weadvised the complainant that the vehicle needed to be moved to stop any storage fees fromaccruing. The complainant advised he would not release the vehicle until he receives his title.That same day, we mailed an Offer Letter, and Power of Attorney to the complainant. OnDecember 16, 2013, we spoke with the complainant, who advised he wanted to bring the titleand Power of Attorney into the office. On December 17, 2013, the complainant came into theoffice and dropped off the title and Power of Attorney. That same day, we called thecomplainant and advised the vehicle had not been released and were unable to issuepayment. On December 18, 2013, we called Insurance Auto Auction (IAA) and confirmed thevehicle had not yet been picked up. That same day, the complainant spoke with our AssistantClaims Manager. He advised the complainant that the vehicle will be picked up within 48hours and we will pay$ 30.00 a day for loss of use. On December 19, 2013, we confirmed thevehicle had been picked up. That same day, we issued a check in the amount of $11,529.75.The complainant picked up the check from our office.Our records indicate this file has been handled in a timely and professional manner. We showall calls were returned and/or answered by the handling adjuster and/or a manager. This fileremains closed with pay.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me. Though the matter has finally been closed the response given was full of incorrect information. Not all of the phone calls were returned. The business still had me forge documents in front of them in order to move the process along. This matter has also been submitted to the Texas Board of Insurance.

Regards,

Review: On August 31, 2014 (Sunday), I was in a car accident with my 10 year old daughter, was driver from other car fault. Police was called out, exchange insurance. Labor day weekend, so insurance is closed. Made a Claim with ACCC and was given a Claim [redacted] and was given the Adjuster name of whom would I would be talking to Daniel [redacted] 817-685-2740. I miss a day of work, now we are minus a car, my husband had to take me to work and back, which he work across town. So I called Mr. [redacted] about getting my car taking care of and getting a rental since my car was no able to be drive. Nothing would be done until adjuster comes look at my car. On Thursday, the adjuster comes on inspects my car, no rental yet. Reason why no car rental is that they haven't been in contact with the driver at fault. So until then, I'm still out of a vehichle. So I contact the father of driver and the son, and relay the message that they need to call their insurance adjuster and gave them the phone number to call. It's now the weekend and no call or rental. Come that Monday 9-8-14, returning my call and still waiting. On Tuesday 9-9-14, I called and he said Hertz car rental will call me, and the check was in the mail. Waiting for the call nothing, on Wednesday I call him again, I said look Hertz hasn't called me I need my car fixed, I ask him where is the nearest Hertz rental and he told me and gave me my Reservation number and said you only have a 5 day for rental, and I got me a rental. Car is in the shop, received check on Saturday 9-13-14. Car is paid off and has my finance co. name on it. Called him on Monday, was going to resend another check. Still no check and the car in still in shop waiting to be paid. I was constantly on them. This company is ridiculous I was the one doing all the calling. My kids had after school activities and this put me in a tremendous bind.Desired Settlement: This company put a tremendous stress on me, I believe I should get reimbursed for the days I had no car rental, for the gas we put into my husband car going back to work. Can't wait til I am done with thesepeople. I didn't ask to get hit, but the time it took just to get car fixedand get a rental. I hope I never had to deal with this ACCC again. I have also had a friend who is dealing with them and has a lawyer.

Business

Response:

Dear Sir or Madam,[redacted]May this letter acknowledge receipt of and serve as our response to the above referencedinquiry from the Revdex.com dated September 19, 2014, and received in this officeon September 24, 2014. The complainant indicates she would like to be reimbursed for thedays she was out of a vehicle.This inquiry involves an automobile accident which occurred on August 31, 2014, and wasreported to this office on September 02, 2014, by the complainant. On September 02, 2014,we spoke with the complainant, obtained a statement and explained our claims process. OnSeptember 03, 2014, we assigned an appraiser to inspect the complainant's vehicle. Thatsame day, we called our insured and left a message requesting a return phone call. OnSeptember 04, 2014, we received the repair estimate for the complainant's vehicle. Thatsame day, we called our insured and left a message requesting a return phone call. OnSeptember 08, 2014, we called our insured and left a message requesting a return phone call.That same day, we mailed a Report of Accident form to our insured. That afternoon, we spokewith our insured and obtained a statement regarding the loss. On September 09, 2014, wecalled the complainant to advise of the investigation being complete, however there was noanswer. That same day, we issued a payment in the amount of $905.90 to the complainantand her lienholder. The check was mailed to the complainant, with the repair estimate and arental voucher for 5 days rental. On September 10, 2014, we spoke with the complainant, andexplained our rental procedures. We advised the complainant she was only approved for 5days rental, and the rental would not be extended unless there was a supplement requested.The complainant advised she understood. On September 19, 2014, we received a call fromthe complainant, saying she needs the check stopped, due to she no longer has a lienholder.At that time, we explained our check void procedures. That same day, we received an emailfrom the complainant advising not to void the check, as her lienholder endorsed the check.Our records indicate this file has been handled in a timely and professional manner. We showall calls were returned and/or answered by the handling adjuster. The check issued for thecomplainant vehicle repairs cleared on September 25, 2014. There were no supplementsrequested, so no additional rental was needed. This file remains closed with pay.