American Access Casualty Company

The delay is due to the customer's lienholder, ** Bank, in providing  a letter of guarantee.  We have requested this information from them more than three times without any cooperation.  We must recently spoke to them on 2/23/17 at which time they verified they have all the...

paperwork they need to send ** the documentation, but it would take 3-5 business days for them to send it to us.  Once we receive the letter of guarantee from ** Bank, we will proceed to conclude the customer's total loss claim.

We are sorry you don't agree, but we have procedures in place we must follow, and we cannot authorize a payment off of our insured's policy without their cooperation.  It is a condition of their policy contract.

A review of the claim file indicates the claim handler spoke to the claimant on August 21, 2017 at which time she obtained her version of the accident and verified we had received the photographs of her vehicle.  She explained our appraisers are in the process of completing a preliminary repair...

estimate on her vehicle.  She also explained we still need to speak with our insured to obtain his version of the accident so that liability can be determined.  As far as the claimant's allegations of being put on hold and the representative being rude, I personally listened to the call as all calls are recorded and no such behavior took place.  Our representative was professional for the duration of the phone call.  At no time did she tell the claimant that she can contact her own insurance company as well.  The call was ended amicably as the claimant understood she would receive a follow-up call once her estimate had been received and we had spoken to our insured.

Thank you for your inquiry.  I am unable to locate a claim by your name.  Please provide me with the American Access claim number and/or policy number so that I can attempt to rectify this situation for you. Thank you!

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.
AMERICAN ACCESS CLAIM # [redacted]
Sincerely,
[redacted]

The claim was denied due to lack of cooperation on the part of our insured.  We attempted to reach our insured several times both by phone and by mail.  The claimant was advised to send in any evidence to support her claim that insured was at fault for the loss. She sent in an accident...

exchange form. The claimant was advised the form alone was not enough to assess liability as there was just an exchange of information only.  Appears the form was filed on scene, but the officer chose only to do an accident exchange. We attempted to order the official report and none was found. The claimant went into the local PD herself and was advised that what she received was the official report and there was nothing more. Advised that we were not able to determine liability due to our insured's failure to cooperate with the investigation. We can revisit if insured cooperates in the future.

This is in response to your inquiry on your file number [redacted] and the complainant [redacted]. Mr. [redacted] is a 1st party insured who wants to have his theft claim resolved.  Currently an offer of settlement has been presented for the amount of $9197 minus his $500 deductible for a net of...

$8697.  We are currently waiting on the guarantee of title from his lien holder and the completed power of attorney from him.  Once these documents are secured payment will be forthcoming. Sincerely yours,American Access Casualty Company [redacted]Claims Manager

A review of the file reveals that originally, this claim was filed by the claimant's carrier. After he had completed inspection with their organization, he opted to pursue the America Access policy. The adjuster had spoken with the claimant's daughter as her number was the phone number on record. On...

June 22, the process was explained to the father and it was advised that the daughter had the mobile link sent to her so that she can upload her photos of damages. We had not received the information from daughter and made a courtesy call to American Family knowing that we can secure their estimate. We would owe the rates as the venue of loss is Wisconsin, our team wrote at Illinois rates the adjuster was notified to honor the American Family estimate. A supplement question came up and due to the possibility of a total loss outcome, we ran the market value of the vehicle. This confirmed that the vehicle was in fact a total loss and additional offers were presented. The original estimate offered was $1,009.86. this was changed based on the Wisconsin rates to $1,522.12.  Additional settlement was offered in the amount of $1,781.10– adjuster presented the offers and additional payments were tendered. The original check was void and reissued on 8/17/17.  We called the claimant today and left a voicemail advising same. He should be receiving the settlement check sometime this week.

The offers were sent via certified mail on December 5, 2016.  Due to the fact today's date is December 6, 2016, it is unlikely the claimant would have received the letter as of yet.

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]

Thank you for the inquiry.  The loss was reported by the claimant.  We attempted to reach our insured to verify the facts of loss but had to leave a message as we could not reach him.  We also requested a copy of the police report.  We explained to the claimant that in order to...

move forward with our investigation, we either need to confirm the facts of loss with our insured and/or obtain the police report.  The police report was received, and we accepted liability for the accident.  We spoke to the claimant on 2/9/18 and advised him we were moving forward with his claim.  Payment of his estimate was issued that day as well.  He should receive it within 5-7 business days as it is coming from the Chicago area.

Complaint: [redacted]
I am rejecting this response because:they have not reached out to me, my car has been so called estimated by pictures in which you cannot see full extent of damages.requesting estimate from independent repair shop. need under carriage work. have not recieved anything from them as of this date
Sincerely,
[redacted]

Intake Unit, this is in response to your inquiry on your file number [redacted] and the complainant [redacted]. Mr[redacted] is a 3rd party claimant who wants to have his property damage claim resolved.  The initial claim was approved for $759.39 and the check was issued on May 31,...

2016.  Once the vehicle was torm down addtional damage was found.  A supplement was completed for the amount of $1109.51.  It was approved and paid on June 29, 2016 to conclude this matter. Sincerely yours,American Access Casualty Company[redacted]Claims Manager

American Access Casualty Company to date has not received
proof of Ms. [redacted] prior insurance policy. 
In order to receive the discount proof of prior coverage is
required.  Ms. [redacted] has had numerous
conversations with people at the agency who sold her the policy regarding this
issue – these are the agents’ notes from each of the conversations:
                               
•           03/07/2017
01:29PM       [redacted] -
Customer is aware she needs to send in Proof of Prior coverage. She will try
and find it or she just won’t make the payment, not really sure what she wanted
to do.
 
•           03/14/2017
03:15PM       [redacted] - customer
states that she will make the payment on 03/20 or will let cancel
 
•           03/20/2017
08:41AM      [redacted] -  talked to the customer she said that she will
not pay until pop discount is back on policy said she sent the proof once told
her to send to me said she will put in mail today
 
•           03/21/2017
03:39PM       [redacted] -  insured called upset that she was not made
aware of proof of prior she wanted her down payment refunded to her since she
did not like the way that the company handled her proof of prior situation, I
explained to her that she was covered during that time and that we would not be
able to offer a refund, she was ok with that.
 
•           04/05/2017
01:30PM       [redacted] -  insured was transferred over she is requesting
a refund of her down payment, due to the fact that she sent in her proof of
prior 3 times and we still haven’t received it. I explained to her that the
policy is cancelled and that her vehicle was covered during that time. so we
cannot provide a refund, she was upset and hung up.
 
•           04/06/2017
01:57PM       [redacted] -  talked to the customer, she said that she
sent info 3 times I verified mailing address checked mailing room no one has
seen these envelopes I suggested to customer to go to off with info she said
she will be changing ins
 
 
Currently Ms. [redacted] insurance policy with American
Access Casualty Company is  canceled for
non-payment of premium since 3/21/17. 
Unless a payment is made to reinstate the policy and the proof of prior
coverage secured there is no further action which can be taken on her policy.
 
Our agents are trained to take good care of the
customer and to provide a high level of service that ensures the best possible
price.  Without the cooperation of the
insured it is difficult to fulfill our mission

As previously stated, we do not have direct deposit capabilities.  We also do not normally send checks via overnight mail.  The decision to forward the check via overnight mail was made after the phone call between our claims department and the claimant.  This was done as a courtesy to the claimant as we have no control over the U.S. post office's failure to deliver the original check which we verified was sent to the correct address.  This is no fault of American Access.

Complaint: [redacted]
I am rejecting this response because: I should not have to suffer because their insured is not responding to their attempts to contact her. Their insured was found at fault. I got the run around from this insurance company from the beginning of the claim. If their insured vehicle was covered with insurance at the time of the accident, then this company should be paying to get my vehicle repaired. From the beginning of the claim, I was told by the adjuster that I should go through my own insurance, but why should I go through my insurance and have to pay a deductible if their driver was insured at the time of the accident and found at fault. As I’ve said before, this company is showing shady business practices and I feel like that they are doing their best to not pay for the repairs to my vehicle. What’s the point of a person having insurance if they can drive and hit another vehicle then not respond to their insurance company, and the company leaves the repairs on the vehicle that was struck and not at fault. It’s unfair and should be illegal.
Sincerely,
[redacted]

The vehicle has been deemed a total loss.  The insured does not agree as he wants to retain and repair the vehicle.  We made a settlement offer of $4,081.00 if he wants the company to retain the vehicle or $1,939.00 if he wants to retain the vehicle.  The insured still has a lien on...

the vehicle so ultimately, it is up to the lienholder to determine if they will allow the insured to retain the vehicle.  That is out of our control.  At this time, we are pending the insured's signed power of attorney form so that we can issue payment to the lienholder.

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, assuming we receive the check they mailed on July 28th.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: AGAIN American Access has already accepted responsibility for the accident.  I have submitted a receipt of my paid $500 deductible to the adjuster via email and I called and left a message on 10/16/17.  I still have not received a response from anyone.  I find it troubling that I have more contact through the Revdex.com then by contacting though American Access Insurance Company. Sincerely,
[redacted]

This is in response to your inquiry on your file [redacted] and the complainant [redacted] Be advised tha[redacted] is a 3rd party claimant who wants to have her claim resolved.  Her property damage claim has been resolved for the amount of $1718.05 (100%) of our estimate of...

damages and $110 for her rental vheicle.  Checks have been sent to her to conclude her claim. If you have any further questions please do not hesitate to contact me at [redacted]. Sincerely yours,American Access Casualty Company [redacted]Claims Manager