American Alliance Casualty Company

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

Horrible experience! I have insurance with them it's going on 3 weeks no one has called me I've been calling them they tell me to call Jose I left 8 voicemails within a week he has not returned not one of calls I gave them every thing they asked for I have a disabled daughter who needs her wheelchair for school and to get around she has missed school and therapy I just want to get my truck fixed already they are so unprofessional why are they in business they are a joke it does not take 3 weeks for a check to be processed stay away from this company nothing but bad news!!

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

As noted payment has been issued as of 11/20/2017 to the finance company.  Alliance has no control over how long it takes the US Postal service to deliver the payment.

Complaint: [redacted]
I am rejecting this response because:American Alliance Casualty is legally obligated to provide me with the name of a shop that will execute repairs "in a workmanlike manner" for the price they have set. They have failed to provide me with the name of such a shop. A "workmanlike manner" is legally defined as "the quality of work that would be done by a worker of average skill and intelligence." The shop recommended to me, [redacted] Collision Center, has a reputation for far-below-average work. Therefore, American Alliance Casualty has not met its legal obligation to me, and I am well within my rights to expect better.This matter is not closed, and it will not be until American Alliance Casualty makes full restitution for the damages inflicted on my vehicle, as repaired by a shop with a reputation for work that is at least average, and nothing less.
Sincerely,
[redacted]

The policyholder failed to comply with a policy condition which resulted in denial of coverage. Consequently we have no obligation to Mr. [redacted]

My car was hit by a driver insured with this company. They sent me to an auto shop to assess the damage and I was told I would be contacted regarding reimbursement for repair work. It 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 up. They are impossible to reach and seem to have simply ignored my case. I finally got through and they are now telling me they do not have anything on file regarding this incident. Extremely unprofessional and frustrating.

Complaint: [redacted]
I am rejecting this response because: as of 11/28/2017 at 11:24 am the finance company has yet to receive the check. I will consider this resolved once the check is  received sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/09/10) */
Contact Name and Title: Donald [redacted] VP
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@myamericanalliance.com
This loss occurred on 02/13/2015 and was reported to our office on 02/13/2015. The matter involves a case where a city...

of Kankakee vehicle blew a red light and struck our insureds vehicle pushing it into Mr. [redacted] vehicle and another. While the complainant alleges delay, Mr. [redacted] conveniently failed to note that he did not even contact us about his intention to pursue a claim though us (despite us having sent correspondence to him) until 4 months after the loss occurred. We were first called by Mr. [redacted] on 06/10/2015 where he advised that the city of Kankakee had denied his claim. Our office advised him that despite their denial the police department still held negligence under Illinois comparative negligence laws and thus he would need to pursue the other 50% of the damages from them. We obtained the police report and documentation of the damages on his and in good faith made an offer for 50% of the ACV of the vehicle which was a total. The offer was sent to him on 07/15/2015 which was within a little over a month after we received notice that he was seeking payment from Alliance. Additionally, we spoke with Mr. [redacted] or his wife at least 3 times during the total loss process. As to any rental, Mr. [redacted] needs to send us the invoices for any rental incurred (until we made the offer of settlement) and we will consider reimbursement up to 50% for any reasonable rental. As this vehicle is over 8 model years old, our office is under no obligation to take the vehicle from Mr. [redacted], however we are entitled to a salvage deduction as he is retaining ownership. Our office has handled this claim expeditiously and has made a good faith offer and we will issue payment upon receipt of the execute release.

Review shows that despite Ms[redacted] contentions our office spoke with her or her representative on 11/08, 11/29, 12/19 & 12/20.  Additionally on 12/20 she was verbally advised by the adjuster of our settlement offer which was sent with payment that same day.   So despite knowing...

he claim has already been resolved she still files this bogus complaint against Alliance.  We expect a retraction of this complaint by Ms. [redacted].

This matter involved a serious issue of coverage that needed to be cleared.  Thank you for providing us the necessary documents regarding the driver and usage of the vehicle.  In addition, it appears that your vehicle was found to be a total loss which adds an additional level of...

complexity to your claim.  We were able to clear the coverage issue and assessed the market value of your vehicle and an offer will be forthcoming.  We do apologize for the delay in resolving the coverage issue and getting a proper evaluation of the damages to your vehicle.

Review shows the loss occurred on 10/02/2017 and was reported to us 10/03/2017 so the matter has only been pending for about 13 business days.   Our office needed to document the damages and complete a coverage review.   We have confirmed that Mr. [redacted] failed to file a police...

report within 24 hours of noticing the damage which is a condition for coverage:Conditions 3A3. A. Notice of. As a condition precedent to coverage under every Part of this policy In the event of a theft or hit-and-run of an owned automobile under Part V of this policy, the insured shall report the loss to the police within 24 hours after the discovery of the theft or hit-and-run and shall provide the Company with a copy of the police report with his/her notice of the loss.  Given this we will be issuing a denial of coverage relative to this matter.  Additionally the documented damages were well under the insured's deductible.

Payment was approved and issued 11/14/2017.  Ms. [redacted] was also advise of this by phone. 
[redacted]

Review of the police report shows that the officer did not find anyone at fault nor were any tickets issued.   In light of this, we took statements of both our insured and the complainant and based on the statements the complainant was over 51% at fault and bared from collecting...

under the state negligence laws.   Alliance has issued a written denial and will not be making any payments relative to this matter.

Mr. [redacted], we apologize for the delay.  The adjuster is investigating the coverage on this claim.  It appears that you use the vehicle for Uber based on the sticker on your vehicle.  You indicated that the vehicle was not used for any ride/car sharing on the application and during the...

recorded statement of the claim.  We must investigate the usage of the vehicle to determine if coverage would apply to the claim submitted.  The adjuster will be contacting you requesting further information regarding the usage of the vehicle.

We did review Ms. [redacted] quote and took it into consideration in our final settlement offer.  Ms. [redacted] was advised on 08/28 that final payment would be sent in the next few business days.  I have reviewed and been involved with phone conversations myself with Ms. [redacted] and in all...

cases our staff acted very professionally and she was never verbally assaulted.   We believe this matter has reached a successful conclusion.

Avoid this company at all costs. Every employee, from VP to first point of contact resulted in a poor experience of employees protecting a business tha troutinely is inethical and looking out only for themselves. VP won't even share the name of the owner/president/CEO. Disconnected multiple times by a phone system that did not even connect me with a represenative. 9 calls made in 5 days with being put on hold by an automated system for more than 45 minutes at a time before the system disconnected the call. When able to leave a message, those calls also were ignored and not returned. One rep took my phone number, placed me on hold, disconnected, and never called back. Pitiful customer service with every employee (service rep, claims adjuster, and vice president).

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

Complaint: 11108684
I am rejecting this response because: I called your repair facility on January 27 and they told me it was just on january 11, as well as your employee "customer service" told me at the first place they received it on 11th & then later changed it to 13th, lie from 1 that's why I could your repair facility and now you responded on Revdex.com by changing it to january 15th so that your are within 10 business day. 
Sincerely,Justin [redacted]

Initial Business Response /* (1000, 5, 2015/08/19) */
Contact Name and Title: [redacted] VP
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@yahoo.com
This matter occurred on 06/22/2015 and was reported by our insured on 07/06/2015. Our insured did not have any contact information for...

Ms.[redacted] so we were unable to reach her until we received a call from her on 07/21/2015. At that time we set her vehicle up for an inspection and our office approved the estimate and issued payment on 08/05/2015. Relative to her service complaint, we do have a state of the art phone system which alerts us to call with long hold times and all staff is required to return voice mails within reasonable time-frames. The loss was paid within 30 days of notice which is well within insurance guidelines. As to the repairs, if Ms. [redacted] brings in her car to our shop it will be fully repaired for the amount of the estimate. If however the shop find hidden damage during the course of the repairs our office will pay and approved supplements to the shop. Additionally, all the work is guaranteed for the life of the car.