American Access Casualty Company

Our investigation reveals this was a four-vehicle accident.  Our insured is liable for the property damage sustained to all three claimant vehicles.  Our property damage coverage limit is $10,000.00.  Before any property damage settlement offers could be extended, we needed to confirm...

we would have adequate coverage for all parties.  We are currently waiting for signed releases from all three claimants.  Once received, we will honor all property damage claims.

This is in response to your inquiry on your file number [redacted] and the complainant [redacted] Ms. [redacted] is a 3rd party claimant who is disputing the denial of her property damage claim. Review of our file indicates that the driver of our insured vehicle at the time of the loss did...

not contain a valid drivers license and was not a household resident of our insured.  Therefore based on exclusion Q in our policy contract, coverage is not afforded for her loss.  Our denial in this matter remains. Sincerely yours,American Access Casualty Company  [redacted]Claims Manager

the rental vehicle was only paid for the time the car was at first shop. I had to return the rental after I got my car back the first time from the shop. I told noel at american access that wanted to go to another shop. She said no I had to take it back so they can fix the damage again I had to take another day of work. And I took the car they said then I had to take it to another shop. So I would have to take another day of work. The representative from american access said I cant deal with her said to talk the first mechanic so he can send me to another place. The accident happend in August and my car is still not fixed.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

The customer can take her vehicle to any repair facility of her choice; however, we will not be responsible for any differences in labor/refinishing rates.  We owe reasonable rates for the area which is what our estimate is based on.  Any one of our direct repair facilities will repair the...

vehicle per our estimate with work guaranteed.

The value is based on CCC, Certified Collateral Corporation.  They are a highly reputable source for providing accurate vehicle values.  Regarding taxes, we do not owe a third party such as Ms. [redacted] for taxes on her replacement vehicle and as previously mentioned, it is the vehicle owner's responsibility, not our, to mitigate  her own damages which includes moving her vehicle (as only she can authorize her vehicle to be moved) to a storage-free facility.  The claimant has the option to proceed through her own insurance company (if she carries collision coverage) considering she is not happy with our offer/procedures.

Can you please provide an American Access claim and/or policy number so we can locate the claim file you are referencing?

This is in response to your inquiry on your file number [redacted] and the complainant [redacted] Ms. [redacted] is a 1st party insured who is disputing the damages to her vehicle and indiciates that we should be paying for the damages. An estimate of repairs was completed on her vehicle for...

the amount of $312, however Ms. [redacted] has $500 deductible.  Since the damages are less than her $500 deductible Ms. [redacted] is responsible for the repairs.  If additinal damage is found upon tear down of the vehicle we would reinspect the damages. Sincerely yours,American Access Casualty Company [redacted]Claims Manager

Our claims department spoke to the claimant yesterday and advised her the shop is not equipped to run a diagnostic check on her vehicle.  As a result, she will need to take it to a mechanical shop who can diagnose the issue in order to have a diagnostics check run on the vehicle.  We...

have already provided her with a rental vehicle.

Prior to denying coverage, we have a duty to our insured to conduct a complete investigation.  Unfortunately, sometimes it takes longer than expected to obtain the information needed to make that coverage determination.  Our investigation is now complete, and a denial of coverage was sent...

to the complainant yesterday, 9/21/17.

Unfortunately, we are investigating a coverage issue which involves contacting both our insured and the undisclosed driver.  Until we have obtained recorded statements from both parties, we are unable to move forward with the complainant's property damage claim.  Once our investigation is...

complete, we will follow-up with the complainant as to the disposition of this matter.

I am unable to locate a claim file with the limited information provided.  Please supply us with the claim number, the policy number and/or our insured's name so that we can assist you. Thank you.