American Access Casualty Company

Unfortunately, our position stands. We regret any inconvenience

Complaint: ***
I am rejecting this response because: I am not sure what address you sent the info to but I never received itI have mailed documentation indicating an email that was sent to *** *** informing her of my address change to Austin TX on May 5, and I did not receive a response, I also have recorded voicemail from *** *** that the info was sent out but was never receivedI have received all emails from *** before so not understanding the problem nowAlso since you are only paying $per day for a rental would you provide me with rental car information that only charges $a dayI can't see you asking me to come out of pocket for anything as this was not my faultAgain I live in Austin Texas now and not Houston so I need repair shops in this areaHowever I do not approve of it taking a week to repair the small area on my vehicle and that was the problem with *** *** as they stated the repairs would be more than $and if they did an estimate they would have to fix my car so now I ask you how can I get other estimates or amount of time to fix my vehicle if the place you suggest I go to has to do the work and have to wait for an approval from you that can take a weekBefore I relocated to Austin TX I took my car to *** *** at SterlingcCall Restoration Center and on 4/26/he sent an estimate along with pics of my vehicle to *** *** and CC: *** *** and did not get a response from *** ***When I called to check the status I was told by American Access that *** *** tried to contact me to verify if I wanted them to fix my vehicle, this email has also been sent to the Revdex.comWhen speaking with *** *** he told me he asked *** to send me the info on repair shops he stated that he will handle the case from now and he has not done anything nor has he sent me anything to my email nor mailing addressAlso how are you determining an estimate when you have not physically viewed my vehicle
Sincerely,
*** ***

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

Mr*** policy was issued with a Texas garaging address and a Colorado mailing addressMr*** was required to submit proof of residency confirming that he resides in the state of TexasAn underwriting cancel was set on Mr*** policy for the missing proof of residencyOn
04/17/2017, the insured submitted acceptable proof of residency therefore the underwriting cancel was rescinded on 04/18/Due to a system issue, we sent another cancel notice in error on 05/25/but we have since rescinded this Mr*** policy was also issued with a discount that required the insured to submit proof of prior coverage documentationOn 05/11/2017, the prior coverage discount was removed from Mr*** policy as no documentation was receivedThe removal of the discount caused an increase in premium and a shortened equity date on Mr*** policy prompting a higher bill to be sent on 05/22/The insured called American Access on 05/30/inquiring about the change in premiumAn underwriter explained the requirements for the discount and advised it can be reapplied if the documentation is submittedThe insured stated they understood and agreed to submit the required documentationTo date, no documentation has been received

Complaint: ***
I am rejecting this response because: it should have already been done
Sincerely,
*** ***

Our investigation revealed liability was determined at 50/due to the fact both parties attempted to change lanes at the same time There was no police report filed to our knowledge and no independent witnesses to verify either party's version of the accident The complainant has the
option of proceeding through her own insurance carrier if she does not agree with our liability assessment, and they can subrogate our company but our offer remains based on our investigation

Initial Business Response /* (1000, 6, 2015/09/24) */
Contact Name and Title: ***, Clms Mgr
Contact Phone: (XXX)XXX-XXXX
This is in response to your inquiry on your file number XXXXXXXX and the complainant *** Lecomppte
Ms*** is a 1st party insured who wants to have her claim
resolvedCurrently the investigation into the loss has not been completedUpon completion of our investigation we *** be in contact with her
Sincerely yours,
American Access Casualty Company
***
Claims Manager
Initial Consumer Rebuttal /* (3000, 8, 2015/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It has been approximately days since my lossI was only contacted today and notified that my case has been reassignedI *** not be satisfied until everything has been resolvedI still find their lack of action, communication or even the ability to be contacted extremely unprofessionalI am troubled by the fact that if not for my Revdex.com complaint I may not have been contacted today, the Revdex.com deadlineMy last communication pripr to today was with ***She was rude and curtI was contacting them in response to mail received which stated that a particular statement was needed on a form which I had completedThe question I repeatedly asked of Ms.*** was what further information was expectes in my responseHer concern was why the form was typed and handwritten? Answering my question with a questionShe never appropriately answered
Final Business Response /* (4000, 15, 2015/10/27) */
Contact Name and Title: ***, Clms Mgr
Contact Phone: (XXX)XXX-XXXX
This is in response to your follow up inquiry on your file number XXXXXXXX and *** ***
Be advised that Ms*** has filed a complaint with the Texas Department of Insurance who is the proper governing body, please refer her to them for our position in this matter
Sincerely yours,
American Access Casualty Company
***
Claims Manager

Thank you for your inquiry.On July 18, 2017, our claims supervisor called and spoke to Ms*** and settled her property damage claim. Payment in settlement of same was issued that same day. This matter is now concluded

I understand your concern, but we must resolve the pending coverage issue before we can conclude our investigation

We spoke to the complainant on December 15, and explained we are pending the official police report in order to finalize our liability investigation. Once it is received, we will notify the complainant of the outcome

This is in response to your inquiry on your file number *** and the complainant ***. Be advised that I am unable to locate a claim with the information that has been provided. Please have them forward our claim number or our insured's policy number. Sincerely
yours, *** ***Claims Manager

Complaint: ***
I am rejecting this response because: I was offered a check to fix my car from your insurance company for $I'm appalled that you would low ball victims like this after admitting fault. The damages to my vehicle are closer to $2000. I received a call back from another adjuster a day or two after I submitted complaints to the Revdex.com and Texas insurance commission. Sad that a victim has to submit complaints just to get a call back. As for you not being able to get a hold of YOUR insured driver, maybe you should consider having a home/work/cell phone mandatory before issuing a policy. After weeks from DOL I have decided to go through my Insurance company, I just could not wait any longer for a call back, even after you admitted faultI will be submitting all my paperwork for my $deductible reimbursement as soon as my vehicle is repairedI expect payment in a timely manner, considering it took you over weeks from DOL for a call back.Please review your claims process, It seems more controls are needed so something like this does not happen again, with so many complaints on the Revdex.com it seems like claims service is broken
Sincerely,
*** ***

Revdex.com, this is in response to your inquiry on your file number *** and the complainant *** ***Ms*** is a 3rd party claimant who wants to be reimbursed her deductible.Be advised that Ms*** has filed a complaint with the Illinois Department of Insurance, please refer her to them for
our position in this matter.If you have any questions please do not hesitate to contact me at *** ***Sincerely yours, American Access Casualty Company*** ***Claims Manager

A preliminary repair estimate was written in the amount of $663.77. This is based on visible damage to the vehicle. If after the vehicle goes in to the shop for repairs they find any additional damage that is related to the accident or if they have any questions, they should
contact the appraisal department directly via email at ***. Any additional repairs must be approved by us before they are completed. Any supplemental payments will be issued directly to the shop

Unfortunately, without the claim number, policy number and/or our insured's name, I cannot locate the claim file. Please obtain this information and provide it for me and I would be happy to look into this matter for you. Thank you

As previously indicated, we are awaiting the letter of guarantee from the customer's lienholder in order to proceed. We have requested it from them. Once received, payment will be issued

We have your receipts. We need the paperwork from *** You can send it to us for review, but we will still need proof of payment from*** to verify what they paid towards your rental bill

I am referencing the phone call from 8/21/with *** ***. I am happy to share the contents of the call with the Revdex.com if they so desire. We are still trying to reach our insured to verify the facts of the accident at which time we will follwith the complainant regarding the status of her claim

This is in response to your inquiry on your file number *** and the complainant *** *** Mr*** is a 1st party insured who wants to have his claim resolved. Be advised that his vehicle was determined to be a total loss due to the loss that occurred. The value of
the vehicle was $based on CCC Valuescope minus prior damage of for net settlement of $5407.61. The guarantee of title was received and payment was issued to his lienholder to conclude the claim. Sincerely yours,American Access Casualty Company *** ***Claims Manager

This is in response to your inquiry on your file number *** and the complainant *** ***. Ms*** is a 3rd party claimant who wants to have her property damage claim resolved. Be advised that Ms*** insurance carrier, *** Insurance has paid for the damages to
her vehicle. They have filed a subrogation claim with us and we are working with them on resolving the matter. Please refer her to her insurance carrier as they are presenting the claims for the damages sustained in the loss. Sincerely yours,American Access Casualty Company *** ***Claims Manager