American Alliance Casualty Company

My car was hit by a driver insured with this companyThey sent me to an auto shop to assess the damage and I was told I would be contacted regarding reimbursement for repair workIt has now been three months and I have not been contacted and when I attempt to contact the claims department (multiple times) I get put on indefinite hold until the call drops or someone hangs upThey are impossible to reach and seem to have simply ignored my caseI finally got through and they are now telling me they do not have anything on file regarding this incidentExtremely unprofessional and frustrating

Complaint: [redacted] I am rejecting this response and pursuing the matter elsewhere Sincerely, [redacted]

I was in a auto accident with someone who is insured by this company 4/30/claim [redacted] was filed on 5/2/I have faxed them all requested estimates needed for claim and after 5/4/no one from the company has or will call me back I as well as my fiancé have made several calls to the company I even made another call today 8/15/and spoke to a claims agent named Russell who told me " he will call me back shortly because he will reach out to the other person involved in the accident " that was at 11:am est I did not receive a phone call so I called back and spoke to a EXTREMELY rude individual named Leeshawn [redacted] who told me that Russell said he sent out a letter to the people involved in the accident and they have days to respond my question to Leeshawn was why was this not done prior and why do I have to wait his response was he doesn't have a time machine to go back and see why something wasn't done and he can't say I asked to speak to a manager and he told me this is a policy that was laid down by management and they will not change it for me and I asked so what is the policy on a person waiting on getting their car fixed he said it depends on how many cars are involved in the accident I asked what's the policy when there are cars involved and he said there is no policy that I will have to wait the daysI don't understand why I am being treated unfairly when the police report that they have states and showes that their insured motorists was at faultAnd even by her own admission that she was at faultWhy do I have to wait to receive a call back on an update on my claim why I am being treated so rudely Why do I have to wait to receive payment for my car repair

The adjuster determined that there was no liability on the part of our insured The file has been closed

Review of the matter shows we had a situation where while the loss was reported by the complainant we could not get a report of the loss from our insured As the insured failed to report the loss (per the policy contract during the day required reporting window) I show we issued a written coverage denial to Mr [redacted] on 06/20/ Given there is no coverage, Mr [redacted] should consider handling the matter through his own insurance carrier as the matter with Alliance is closed

Perhaps [redacted] at [redacted] should read her mail as our records show we have indeed sent a written acknowledgment of their subrogation lien Again, once we reach a resolution it is up to [redacted] to reimburse you

This loss occurred 04/02/and we set up Ms [redacted] for inspection with one of our staff appraisers who did take photos and completed and appraisal of the damages We then completed our coverage investigation and approved payment of the damages and issued the check to the insured for a shop in Springfield which was not the shop she wanted you utilize We will have corrected the estimate for the labor rates and parts prices in Chicago and will stop the check that was previously issued and reissue a new check along with a copy of the revised estimate for the damages before the end of this week Ms [redacted] can then begin repairs

Complaint: [redacted] I am rejecting this response because:It makes no sense to me for an individual to pay for insurance coverage if they can use it when it's convenient for them We have photos showing this person and the damage causedHowever, only because HE doesn't admit or notify you of any wrong doing he's not held accountable for the damage caused As far as not seeing any "record" of non returned phone calls, you wouldn't see them IF they were not returned NO ONE called me back I would hate to see what would happen if this person caused an accident that KILLED someone but because he didn't report it, the other party would not recoupe any damageThat's why we pay for insurance in cases like these This is a complete disgrace Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:I already give WHO( I talk to get approved), WHERE (I am at repair shop when your repcall to confirm), and WHEN ( I give you the time and day for approve its all in your computer phone log) Sincerely, [redacted] ***

Ms [redacted] is fully aware that there is a pending coverage issue as her nephew took the car without permission and she was advised as recently as 12/27/that she needed to provide information relative to his drivers license As soon as she provides the needed information we will be able to conclude our investigation and resolve the damage to her vehicle

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***

Thanks for the update all the information is being reviewed for final coverage determination

Complaint: [redacted] I am rejecting this response because: I contacted the customer service department when I noticed the damage and the agent asked me if I completed a police report, I replied No, I contacted the insurance company firstThe agent said ok, I asked the agent if I needed to contact the police and she responded, no you don't have to" when I called to notify the company of the discovery, if the agent had informed me to call the police and complete a report then I would have done so immediatelyAnd furthermore the dent left in the vehicle is more than my deductibleTherefore I reject their response Sincerely, [redacted]

Payment was approved and issued 11/14/ Ms [redacted] was also advise of this by phone [redacted]

It appears you spoke with our representative today, 2/5/and had received the settlement offer Please follow up with the adjuster if there are any issues with the offer

Complaint: [redacted] I am rejecting this response because:Complaint: [redacted] I am rejecting this response because: I have called the company and have phone records to prove it The hold time is extremely long I am a mother of children with a 4th child on the way I work two full time jobs from morning to night, Monday through Sunday When you call and have long hold times, I can't wait forever I have to get back to work None the less I will also be filing a complaint with the Illinois Department of Insurance I talked with the director of the Illinois Department of Insurance and they too are also familiar with this company and the complaints this company receives such as long hold times, no call backs, denial of claims I didn't do a Revdex.com complaint because I expected something out of this I did the Revdex.com complaint so everyone can beware of this company You know when you do your customers wrong and you have a repeated pattern of it, as I can see with the numerous complaints that this company has, one day your company will have that one customer who maybe you should of actually did what you're paid to do: provide coverage without jumping through hoops I can guarantee you that I'm the wrong customer to make jump through hoops because I will keep escalating and escalating through every civil, political, legal and administrative avenues that's available to me Should this proceed through legal avenue as it very well might I'm sure that from a business point of view when all dust is settled this would of been a lot cheaper to pay out a claim then fight in court and still potentially lose This company has built its revenue on the fact that they can offer cheaper rates by not granting claims, not enough staff hired, and risking the possibility/risk assessment that with certain claims denied, the insured wouldn't sue and would give up and cover the claim themselves Also with only having the insured go to only a specific auto body shop it's unsafe because what they're allowing is the auto body shop to fix vehicles at cheaper rates because they're outfitting the vehicle with cheaper parts which is dangerous for our public roadways and unsafe for my family.Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: After phone calls, email and online claim form - than Revdex.com complaint a Customer Service agent finally called and gave me the name of an adjuster - [redacted] Left messages for herShe has not called backWe have taken the car for estimates at shops - done in an hourCustomer Service Agent told us to take it to their shop for an estimateWe took it there and were told that it would take business days to get an estimate amountSeriously - an adjuster who wont call - an auto body shop that needs days to figure out how much a repair will costHow much you want to bet that they will come in at ridiculous amountThis should have been in the shop by now being fixed Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

Ms [redacted] was provided the name of a shop that would complete the repairs FINE LINE COLLISION [redacted] CHICAGO RIDGE, IL Additionally, she was advised in writing on 05/12/that we have a rental reimbursement agreement with Enterprise where we allow up to $per day for reasonable rental while the car is being repaired

This involves a matter where Alliance took Ms [redacted] claim on 02/and we completed our coverage and liability investigation and issued a check for 100% of the damages on 03/14/ The estimate she was given is a proper estimate of the damages that we can currently see If there is a supplement for hidden damage then we will consider that supplement at our labor rates and part prices Our shops are quality shops that do excellent work that is guaranteed for the life of the car and they offer this service at discounted labor rates and parts price to Alliance customers That being noted, she is perfectly welcome to take her car to any shop that is willing to rip her off by doing the very same repairs at double the labor rates and parts prices, However, under state regulations she will just have to pay the difference for that option