American Access Casualty Company

On 07/19/2017,
Ms. [redacted] issued a non-owner’s policy with and SR-22 effective 07/20/2017.
The SR-22 was sent electronically but was rejected by the state. We contacted
the Secretary of State and confirmed that Ms. [redacted] does not require an
SR-22 filing at this time. The SR-22 has...

been removed from Ms. [redacted]’s
policy. On 07/25/2017, we received an insured’s request to cancel. The
cancellation has been processed from the date Ms. [redacted] signed the cancel
request. A refund of $223.00 will be issued to Ms. [redacted] on 08/01/2017.

Initial Business Response /* (1000, 5, 2015/08/11) */
Contact Name and Title:[redacted], Clms Mgr
Contact Phone: (XXX)XXX-XXXX
This is in response to your inquiry on your file number XXXXXXXX and the complainant [redacted].
Mr. [redacted] is a 3rd party claimant who is disputing the offer of...

settlement for his property damage claim.
An estimate of repairs was completed on his truck for the amount of $302.49. An offer of settlement was then given to him on July 13, 2015 for 100% of our estimate. He has declined however our position remains.
Sincerely yours,
American Access Casualty Company
[redacted]
Claims Manager
Initial Consumer Rebuttal /* (3000, 7, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted],
I do not accept your offer of $302.49 and feel it is an insult that you and your company acts as if this is a fair settlement. My truck is a year and a half old with 15K miles on it and was in brand new condition before your client rear ended me. A cheap inferior aftermarket bumper is $302.49 and the same bumper that was on my truck before your client rear ended me is $650. I want the same bumper from the same manufacturer that was on my truck before your client rear ended me.
To make my expectations perfectly clear for the second time in this response, please replace the bumper that your client damaged with the same manufacturer and part number that was on the truck before you client rear ended me. I do not want an inferior aftermarket part on my truck. I did not ask for your client to rear end me when I was stopped at a stop light. I am being completely fair with you and I am asking that you be completely fair with me.
Please do what is fair and replace my bumper for $650.
Final Consumer Response /* (3000, 15, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is in response to your follow up inquiry on Mr. [redacted].
Our position in this matter remains
Sincerely yours,
American Access Casualty Company
[redacted]
Claims Manager
Final Business Response /* (4000, 16, 2015/09/24) */
The consumer indicated he/she DID NOT accept the response from the business.)
This is in response to your follow up inquiry on Mr. [redacted].
Our position in this matter remains
Sincerely yours,
American Access Casualty Company
[redacted]
Claims Manager

We did attempt to contact the witness by phone and we have also reached out to him by mail.  To date, we have yet to hear from him.  We need to know if he actually saw the impact or just the aftermath of the collision.  If he did witness the impact, we will require a recorded...

statement from him a there was no police report filed in this matter to assist us with our investigation.We are faced with a coverage issue as there is a potential unlisted operator involved.  Due to the venue, (Arizona) we are unable to run a TLO report to secure updated contact information including phone numbers and/or a current address.  We need to resolve the coverage issue and then determine if the witness actually saw the impact as well.

The shop that completed repairs is not equipped to handle sensor issues which is why we requested she take it to a shop that can run a diagnostics check on the vehicle.  The claim representative offered a rental to the claimant, but we do not owe for her time off of work to take her vehicle in for repairs.

I have on numerous of times submitted the information that they requested. Each time they have said they never received it. I have even sent it the attn." of the person name they told me to send it to. That person name is [redacted],which she said she will get it. Now they 're saying they still have not received it. I have no reason to lie. I even asked the person her last name she told me she is the only one there with that name. This company is bogus and the public need to know about them, which I will do. They need to refund my down payment .
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/10/27) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
This is in response to your inquiry on your file number [redacted] and the complainant [redacted]
[redacted] is a 3rd party claimant who wants to be...

reimbursed her deductible that she paid to [redacted] Insurance Company when they paid for her damages to her vehicle. [redacted] Insurance Company has filed a subrogation action and the claim is currently in [redacted] Arbitration. Please have her contact her insurance carrier for any update.
Sincerely yours,
American Access Casualty Company
[redacted]
Claims Manager

Complaint: [redacted]
I am rejecting this response because we still need resolution and payment .  Here's the clarifying info you need:   Claim # [redacted] (this is my husband).  
Sincerely,
[redacted]

I have confirmed with the claim representative and her supervisor that they have agreed to reimburse the claimant for a full size rental vehicle at a rate of $27.99 per day.  He also agreed to pay her $100 loss of use for her down time as an [redacted] driver.

The complainant also filed an [redacted] complaint the day before she filed the Revdex.com complaint.  Below is a copy of our response to the [redacted] Department of Insurance. December 1, 2017 Illinois Department of Insurance[redacted]Springfield, IL ...

62767-0001 Re:          Your File Number:               [redacted]                Complainant:                       [redacted]                Our Claim Number:            [redacted]                Insurance Company:          American Access Casualty CompanyCompany Number:             [redacted]                     Dear Complaints Resolutions:   This is in response to your letter dated November 28, 2017 regarding File Number [redacted] and the complainant, [redacted]. [redacted] is the first party insured whose complaint is that her daughter was involved in an accident, and she has expressed her displeasure regarding the customer service she has received.  She is also looking for us to pay for damages to the front end of her vehicle.                                          ...⇄ loss occurred on October 28, 2017, and it was reported to American Access Casualty Company on October 31, 2017 at which time our investigation into the loss was opened. Our investigation reveals our insured advised us that she was struck in the rear while driving on the expressway. She did not advise us that she was pushed into anything that caused front end damage to her vehicle.  On November 3, 2017, a preliminary repair estimate was completed in the amount of $2,100.69.  Payment in the amount of 1,600.69 (less the insured’s $500.00 deductible) was issued to the repair shop and the insured on November 13, 2017. The official Chicago on-scene police report was also received on November 13, 2017.  The responding officer reported absolutely no front end damage nor did he mention the insured struck something with her front end after the impact which would have caused any front end damage.  The insured vehicle had existing damage from a prior loss that had not been repaired. We then requested verification from the insured in the form of scene photographs to ensure the front end damages were actually from this loss. The insured failed to submit this requested information.  She then proceeded to file a [redacted] and a Revdex.com complaint.  On November 28, 2017, a supplemental estimate was written in the amount of $144.61.  We made a business decision to cover the additional damages to the front end and seek subrogation.  Payment of the supplemental estimate was issued to the body shop directly on November 29, 2017.  We are now seeking recovery from the liable party’s insurance company in the amount of $2,245.30.  Please consider this matter concluded.  If you need anything further, please do not hesitate to contact me at [redacted]Sincerely,American Access Casualty Company[redacted]Quality Assurance Specialist

This in response to your follow up inquiry on the above matter.  At this time our position in this matter remains. Sincerely yours,American Access Casualty Company [redacted]Claims Manager

Our file reflects we spoke to the complainant today, 3/3/17, at which time we advised him he is not listed on the police report as a party to this loss.  We explained he would need to contact the police department and have the report amended to include his vehicle's involvement in this loss.

This is in response to your inquiry on your file number [redacted] and the complainant [redacted]. Mr[redacted] is a 1st party insured who indicates that he wants to have his vehicle determined a total loss and indicates that the vehicle has not been completed. The repairs to the vehicle...

were authorized based on our estimate of $2116.30 minus $566.88 for his deductible and betterment.  During the repairs additional damage was found.  The damages have been approved and the vehicle should be ready for pickup within the next couple of days. Sincerely yours,American Access Casualty Company

To Revdex.com. I have pictures of the car and the report I sent tell what happen on that night of the accident to my insurance[redacted]. The person in the other car hit me on driver side on side front  bumper damaging front left to right side of car. Knocking the front of hood out place.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

This is in response to your inquiry on your file number [redacted] and the complainant [redacted] Mr. [redacted] is a 3rd party claimant who inidcates that he is uniable to contact the adjuster to have the rental upgrade approved.  The adjuster will be contacting Mr. [redacted] to have this...

matter resolved.  [redacted] Claims Manager

Thank you for your inquiry.  Due to the fact this is a company vehicle and you did not provide an American Access claim and/or policy number, I am unable to locate the file.  Please provide us with either the claim number or the policy number so we can assist you with this...

matter. Thank you!

We confirmed with [redacted] that Mr.[redacted] was originally proceeding through them for vehicle repairs.  Then he changed his mind and decided to proceed through us for his repairs.  [redacted] advised us they stop paid the original payment they had issued on Mr. [redacted] behalf. ...

The shop repaired the vehicle per [redacted] estimate, not our estimate.  We owe reasonable rates for the area which is what our estimate is based on.  We did make a concession in the amount of $394.68 but there is no additional payment due towards repairs of Mr. [redacted] vehicle.  We also paid him $15.00 per day for loss of use for a total of $150.00.Regarding his alleged diminished value claim to date, Mr.[redacted] has provided no documentation to indicate his vehicle has sustained any diminished value.

Complaint: [redacted]
I am rejecting this response because: The fact that your insurance company let my car sit in the pound for 2 weeks and not only that but im out of $600.00 dollars for a car rental. I contacted the insurance adjuster multiple times from when I was notified that my car had been found. your company is full of st the only reason why you guys don't want to pay is because of the cost to get my vehicle out of the pound which is  $635.00 and the damage to my vehicle and you fell like shouldn't have to pay and you should. Had [redacted] returned my phone calls in a timely manner and knew ahead of time that you all were going to deny my claim. I have full coverage on my vehicles not to mention you all should state that in your polices. Most legit insurance companies pay for the vehicle as long as the car is still able to run. I will be taking you guys to small claims court to receive my money back that I spent regarding this claim. Your company needs better communication skills. I will not be taking a lost due to your company not wanted to pay for anything.  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I did everything I was supposed to do the agency still has yet to call me, I have been doing all the calling and contacting, they sent inspectors out almost 3 weeks after the car had been sitting. They were informed where the vehicle was the day after the accident. This company is using tactics to prolong the process.the company did not start moving until last week. The only way I found that information out was because I called again. I have no fault for the car sitting in storage that should have been handled. As far as settling, they are offering lower than what the vehicle is worth. They did not include taxes that would be lost to have to pay for another vehicle. Of this company offered 10,950 for the settlement for property damage I would have accepted. I am not in the low balling business. As far as my wages lost I have sent that information in the adujuster went off on me about sending to her email, asking how did I get her email information, when she emailed me a from the email. This company is causing me financial stress and loss.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

This is in response to your inquiry on your file number [redacted] and the complainant [redacted]. Ms. [redacted] is a 3rd party claimant who wants to have her property damage claim resolved.  At this time our investigation into the loss has not been concluded.  Once we have...

been able to complete our invetigation we will then be in a position to evaluate her claim. Sincerely yours,American Access Casualty Company [redacted]Claims Manager