American Access Casualty Company

Thank you for the inquiry. Unfortunately, a claim and/or policy number along with the name of our insured was not provided so I am unable to locate the claim file in order to further assist you. Can you please provide same? Thank you!

Complaint: ***
I am rejecting this response because:Revdex.com:I have reviewed the response made by the businessMy incident happened 10/03/and could NOT submit a claim due to a rep saying the systems were down and refused to help meI’ve tried contacting my adjuster
*** *** many many times to see about my claimI have received an email from herI have sent all needed info to release payment. Sincerely, *** ***

I never wanted them to be responsible for the accident I wanted to close the claim since the other insurance was taking responsibility, but now they American Access took car to another shop and again that shop advised that it was totaledIt has been a nightmare working with my own insurance, they acted as if they were working for the other individual
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

This is in response to your inquiry on your file number and the complainant Marcus ***. 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 Dan ***Claims Manager

Our file reflects our claims department spoke to the claimant on April 6, and explained the preliminary repair estimate. Payment was also issued the same day in the amount of $1,039.48. Payment will be mailed out today

Prior to receipt of this correspondence, we were not in possession of an attorney lien. We now have it, and we are working to resolve the complainant's property damage claim. The vehicle has been deemed a total loss as of today so our claims department will be reaching out to the
attorney to discuss settlement of same. Due to receipt of the attorney lien, all correspondence/contacts will be handled through the attorney

Thank you for the inquiry. A review of the file indicates we spoke with Ms*** on 2/13/and advised her we had requested payment on 2/12/and it was issued on 2/13/less her $deductible. We explained to allow 5-business for payment to arrive since it was issued from
our Chicago area office. The vehicle is now en route to *** Chevrolet per Ms*** request so that repairs can take place

Initial Business Response /* (1000, 5, 2015/05/08) */
Contact Name and Title: *** ***, Clms Mgr
Contact Phone: (XXX) XXX-XXXX
Contact Email: ***@aains.com
This is in response to your inquiry on your file number XXXXXXXX and the complainant *** ***
Mr*** is a 3rd
party claimant who wants his property damage claim resolvedBe advised that an offer of $has been made, this reflects 100% of our estimateUpon acceptance of our offer, a settlement check would then be issued
Sincerely yours,
American Access Casualty Company
*** ***
Claims Manager

This loss may have occurred on May 13, 2017, but our first notice of the loss was on September 23, (five days ago) when the insured reported it. We are still investigating the accident which includes obtaining a copy of the police report. Once our investigation is complete, we will
follwith the insured as well as all other parties involved

We have provided a preliminary repair estimate based on the visual damage to the vehicle and payment based on that estimate was issued and then voided at the request of the customer.  We have provided names of body shop that will repair the vehicle using reasonable rates for the area.  To...

date, the customer has not advised who she wants to utilize for repairs.  Regarding a rental vehicle, we will reimburse the claimant up to $21.00 per day plus sales tax while the vehicle is in the body shop under repair upon receipt of a paid invoice, but we do not set up direct bills.  Regarding loss of use of the vehicle, it has not been taken in for repairs as of yet, so we do not owe any loss of use on the vehicle at this time.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]I have been calling the claim phone number since 6-17-2017, everyday I am on hold and no one ever answers my calls. yes one person calls me back and left a voicemail, and then no one answers my calls. even today 7-7-2017 phone number # [redacted] calls and leaves a voicemail. I then call back and no answer. I have been calling that number for the past 3 days. there was a link sent to my phone so that I can submit my pictures of my vehicle, well that link will not let me send anything, there is an error every time I try to send pictures.

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]

Revdex.com, 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.This is a multi vehicle loss in which our insured has a $10,000 property damage limit and therefore we...

need to ascertain all exposures before we can proceed. Once all exposures have been identified we will be in contact with her to come to a resolution.Sincerely yours,American Access Casualty Company[redacted]Claims Manager

Our claims supervisor agreed to reimburse the complainant $100 per day for a rental vehicle.  A reservation was set up via [redacted]z. [redacted]z requires a deposit, and they also put a hold on the customer's credit card for the estimated amount of the rental bill.  So long as the customer returns...

the rental with no damage, the customer's credit card will not be charged.  American Access has no control over [redacted]z and their business practices.  All rental companies  have similar procedures as well.  Our company is not set up for direct bill.  We do NOT have the capability to direct bill for either our own insureds or claimants (as in this situation). Once the claimant submits her paid rental invoice, we will reimburse her at the agreed-upon rate of $100 per day.

Our investigation reveals an offer has been extended to the claimant owner.  It has not not been accepted.  Additional requests have been made in reference to items necessary to adjusting a new vehicle to cab compliance as well as lost income.  We have requested additional information...

in support of the wage loss claim.  Once it has been received, we will review it and determine if an additional offer is warranted.

It was not handle in a fashion timely manner nor was [redacted] was not  friendly. She was aggressive. Please do not contact me  anymore with this matter.

The complainant has also filed an [redacted] Department of Insurance complaint dated December 5, 2017 which has been assigned complaint #[redacted].  We are currently in the process of providing our response to the [redacted] Department of Insurance.  Please let me know if any additional information is required of American Access.

Complaint: [redacted]
I am rejecting this response because:My primary concern was I received a phone call saying the claim was suspended due to lack of response from the person that they are insuring.  This is when I began calling the company and left several messages.  After the last round of me leaving several messages in a single day without a response was when I contacted Revdex.com.The company claims that- 1.) I did not return a claim file -  A claim file was filled out and returned but I never received a response.  Please note the claim file was a written duplicate of the formal recorded statement I made while reporting the accident to the company.  2.)  I did not get a quote for the repairs - After receiving the phone call about the claim is currently suspended, I wanted to speak with somebody prior to taking more of my time to get a repair quote I was concerned about their intention to honor.I received a call from the insurance company within minutes of an email received from Revdex.com that the company responded.  That day about a week ago I took my car in and got the quote they were requesting.  It has now been a week and once again no response.   
Sincerely,
[redacted]

We have written both a preliminary repair estimate and a supplemental repair estimate.  Payment has been issued for both as well.  Payment per the original estimate in the amount of $660.66 was issued to [redacted] on March 20, 2017 and payment of the supplemental estimate was issued...

to the body shop directly on April 11, 2017.

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 loss occurred February 11, 2016 and it was reported to American Access Casualty Company on...

February 19, 2016.  At which time our investigation into the loss was opened. An estimate of repairs was completed for the amount of $307.11 and an offer of settlement was presented on March 8, 2016 for 100% of our estimate and a check was issued as well fo this amount.  If there is a dispute of the damages or if additional damages are found upon teardown of the vehicle, he may contact us to discuss and review.  At this time our offer remains. If you have any further questions I may be contacted at [redacted]. Sincerely yours,American Access Casualty Company [redacted]Claims Manager