American Alliance Casualty Company

Our office received notice of the loss from the complainant, set his car up for inspection and undertook our liability and coverage investigation. Unfortunately the insured did not cooperate in the investigation in any way. Additionally, there was no on-scene two party police report that
could independently confirm our insured's involvement and/or legal liability. Given the companies inability to confirm our insureds responsibility we had to issue a formal denial on 02/20/2016. As with any insurance carrier we can only pay a claim when we have confirmed that our insured was the responsible party and without no such confirmation payment cannot be made. At this point, given our insured violation of the cooperation clause of their insurance contract and our inability to independently confirm loss facts our file is closed and no payment can be made relative to the complainants loss

Ms*** Records show your claim was reported on 05/01, your vehickle damages documented and payment issued on 05/08/2017. Therre is just no basis for any of your complaints as this was handled in a quick and expeditio** manner. As the check is in the mail, you will just need to
wait on delivery from the ** postal service. Filing a complaint with the Revdex.com will not make the check get there abny quicker. At this point, the file is paid and closed barring any supplements paid to the shop once repairs have begun and payment of any rental invoice you send in

Ms***, your adjuster spoke with you on January 8, and this matter has been resolved

My husband was hit by one of their insuredThe insured stated he was at fault! He agreed to pay out of pocket and apologized! We called the company and they requested a police reportIn later calls they said they had gotten the police report still in later calls they asked us to get a police reportThen we get a letter that the clam is closed
When we called and ask why they said we needed to get a police report and their insured said he was not at fault and it happened at a different location then we stated
We asked to speak to a supervisor and they refused to give us his contact informationThen they gave us a name for him and not a numberThey told us that they believe their insured before even looking at a police reportI called the claim adjuster no less than times and he never answered a call over the last daysI am a Doctor by trade and would call him between clients and I could never reach himFurther they say they will review our claim once we give them a new police report and they will not pay for the days of work my husband missed as a result of having no vehicle

While the complainant can certainly reject our response this does not negate the fact that there is no coverage under the policy contract and Alliance will not indemnify the loss The best option is to take the matter up with your own carrier if you need your damages repaired

I put in a claim with this insurance company in May when I was rear ended by one of their customersI gave them my statement which was that I was hit in stand still traffic by their customer who failed to stopWe pulled over I took pictures got his information and then I had to go because I had to pick my pets up from the vetWe went on our way I have been calling them week after week since trying to figure out how to get my car fixed being on hold for minutes at some pointsI left messages and never got call backsThey finally told me to go get the damage estimated so, I took my car to get an estimate and the mechanic said I would receive a callAfter about weeks or so after not hearing from them I decided to call and follow-upThis is when they said they were waiting to get a statement from the other partyThey gave me the wrong person's nameI corrected them and gave them the name of the person who hit meThey said they would try and get in contact with him againThen told me to email my pictures to themSo I did and didn't get any responseFinally, I call again after almost months to check in and figure out what is going on and they tell me my claim was denied because they are unable to get a statement from their customer who rear ended meRidiculous!

Complaint: ***
I am rejecting this response because: they were provided all details of the accident including proof of liability by myself and the policeThe police report states fault and is all the information they needThey are required to communicate with their insured in order to prove that in fact their insured is at fault so they do not end up paying a claim they are not responsible forHowever they had all that information as it was in the police report that it was their insureds fault.In addition, whether their policy denial is right or wrong, they liedFlat out lied.When I called and spoke to them before the day mark - I specifically asked "if the insured does not respond to your requests for info can he prolong this process indefinitely while I sit here with a broken un-drive-able car?" I was specifically told on the phone "NOAfter days of not hearing from him, we will contact the adjuster and she will lock in the quote for your adjustment WITHOUT his information, and you will be offered a quote to begin repairs on your car." I asked if I should contact him and ask him to respond to their inquiries, I was told "No."I asked what else I needed to doI was told nothingThat after days they would contact the adjuster and she would lock in the quoteWe then proceeded to talk about more details of me getting my car fixed (i.eusing their mechanics or my own, etc.).This was more that a misrepresentation of facts, this was a disgusting and deliberate lie which purposefully steered me away from the truth and from getting their insured to respond, so that they could deny their liability.Whether or not their policy states what they claim it states, what does the Revdex.com and the respective insurance commissions think about their blatant outward lies?
Sincerely,
*** ***

This matter was reported 04/18/and the damages were documented and a coverage and liability investigation was undertaken. Unfortunately it came to light that there was a serious issue of coverage and given the policy was in its first term we have recently had to take action that
resulted in nullification of the policy contract. This means that there was in fact no policy in force and no coverage for the matter at the time of the loss. We will be issuing a written coverage denial to the complainant prior to the end of the week. She will want to go ahead an have the matter handed through her own insurance carrier as Alliance will not provide indemnification for the loss

The file shows the claim occurred 07/but was not reported to us until 07/24. As to contact we spoke with the complainant or her representative on 07/24, 08/08, 08/15, 08/21, 09/05, 09/08, 09/11, 09/29, 10/0,10/and 10/and sent updates by mail on 07/24, 08/08, 09/and
09/20/2017. Her allegations that she has not been updated as to the status are without merit. Her car was set up for inspection and she had an undisclosed operator issue that needed to be cleared up. After she finally submitted all the requested information we cleared coverage and issued a payment for initial repairs on 09/20. Her vehicle is currently at the shop and we were advised of a supplement which we just approved and issued payment on. As we have paid the both the initial damages and issued payment today on the supplemental damages she just needs to follow up with the shop as to completion of the approved repairsThe adjuster has also emailed the shop that we approved the supplement

This is a duplicate of complaint of  [redacted].  Our office did initially issue payment to Mr. [redacted] who initially told us he was [redacted] and that he lived at [redacted] Round lake beach IL60639.  The check eventually came back to us undeliverable.  He now has advised...

us that he is [redacted] and he resides at the same address of our insured.  This is a serious issue of coverage as he was not disclosed as a resident on our insured application and we are currently investigating this matter further before we reissue any payment.

Ms. [redacted] already went through her own carrier for the loss.  That are pursuing a subrogation claim with Alliance and if a settlement agreement is reached between us and her carrier then they will pay her deductible out of the proceeds of the settlement.  Ms. [redacted] was already...

advised of this in 10/14 when she contacted our office.   She will simply have to wait until the parties reach an agreement.

Review of the loss shows the matter was reported 09/27 and we spoke with Ms. [redacted] on 09/27, 10/14, 10/20 and 10/24.   Ms[redacted] knows perfectly well that we needed to fully complete our investigation of coverage and that she was asked to provide a letter of experience.  We...

recently received the letter of experience and we should have a final resolution of the matter very shortly.

Unfortunately as Ms. [redacted] was informed by both our customer service representative and Claims manager there is no coverage as the policy was not in force at the time of the loss.  Ms. [redacted] was also sent a written denial as well informing her of the coverage situation.   As there...

was no coverage with Alliance at the time of the loss, Alliance will be making no payments and we consider the matter closed.

Complaint: [redacted]
I am rejecting this response because: I have been given the run around from America alliance and WEEKS END  is not giving me a date I need a anticipated date, when a check will be issued for the repairs 
Sincerely,
[redacted]

Please contact your agent if you would like to cancel your policy.  Thank you.

Initial Business Response /* (1000, 5, 2015/08/25) */
Contact Name and Title: [redacted] VP
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@yahoo.com
This matter involves an alleged incident by the complainant with our insured on 08/01/2015 and reported to us on 08/02/2015 by Ms....

[redacted] We did set her up for an appraisal at one of our direct repair facilities which is not against Illinois law and is done by many if not most insurance carriers. Under Illinois law a party can have their vehicle repaired at any shop they choose, but would be responsible for any difference in labor rates and parts prices if the insurance company can provide a shop that will complete repairs at a lower rate. The shop we provided will fully complete all repairs for the amount of our estimate. In addition to this, we also needed to complete a liability investigation which included confirming with our own insured that they were involved in a loss with Ms. [redacted] While Ms. [redacted] did call for updates, unfortunately our insured failed to cooperate and we were unable to move forward until we had such. However, we were able recently to confirm the facts when we received on-scene motorist report from Ms. [redacted] this afternoon. The handling adjuster will follow up with an offer to Ms. [redacted] and payment based on our estimate of the damages. If the vehicle is brought in for repairs and there is additional hidden damages our office will cover any approved supplement to the repair facility.

[redacted] I listened to the recorded statement and the intake person asked you if the police responded to the scene and if you made a report ,both of which you answered no.  There was no additional discussion beyond this also, if you read your insurance card you would see that is it advises that you immediately report the matter to the police.   The coverage denial stands.

horrible horrible service!!!!!!!
they give the run around and start to argue over the phone and the conversations get worse.Perry [redacted] is the worst constantly hangs up on the person whose car is getting fixed when it wasn't my fault of the accident.I have been getting different responses from others in the office,one tells me "Perry went to investigate three days ago" when Perry says "no I went over a week ago to investigate the car.I have it in my notes"its been over 5 weeks and now they don't want to cover the damages that their client caused.

As we have indicated in our previous response, the check will be issued prior to the end of the week.

Mr. [redacted] is correct based on the facts that there was no forced entry and keys were left near vehicle and Mr. [redacted] we utilizing the car for business use at the time of the loss we will be issuing a formal coverage denial.  Given there is no coverage under the contract there is no...

further action that will be taken by Alliance relative to this matter (a) to any vehicle while such vehicle is being operated for "Business Use."; "business use" shall mean the use of an automobile for the benefit of any business or commercial enterprise and includes, the following: (a) The operation of a motor vehicle for hire or compensation, including (1) livery, (2) taxi, or (3) paid ride share such as Uber, Lyft, and Side Car or other similar ride share services; or (b) The operation of a motor vehicle for any compensation or fee in order to deliver goods, food, newspaper, mail, or packages; or (c) The operation of a motor vehicle for the transportation or delivery of any goods, persons or equipment for the benefit of an employer or commercial enterprise; or (d) The operation of a motor vehicle in which, at the time of use, the insured is (1) acting as an agent for his/her employer or other commercial enterprise, or (2) within the scope of any employment; or (e) The operation of motor vehicle in a realtor business; or (f) The operation of a motor vehicle in for purposes of making sales calls; or (g) The operation of a motor vehicle which is an integral part of the operator’s employment and which is for the benefit of the employer or any commercial enterprise; (h) The operation of a motor vehicle while used for snow and ice removal, including plowing snow and spreading salt; (i) The operation of a motor vehicle while used for collecting, transporting, or searching for scrap metal. (n) to any loss due to theft under Coverage (A) of Part V if evidence exists that forcible entry was not required to gain access to the automobile or to operate it, or that evidence exists that keys were left in, on or near the automobile while it was unattended;