American Alliance Casualty Company

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 30 day required reporting window) I show we issued a...

written coverage denial to Mr. [redacted] on 06/20/2017.   Given there is no coverage, Mr. [redacted] should consider handling the matter through his own insurance carrier as the matter with Alliance is closed.

While our insured has the majority of fault and this does not negate the complainant from their responsibilities as a driver: 1. To keep a proper lookout.2. To be attentive to you surroundings and other vehicles on the roadway.2. To maintain a safe speed and to take proper evasive action to...

avoid a collision. Motorists have an obligation to pay attention, heed all driving laws, and avoid accidents if at all possible even if the other driver did something illegal and/or negligent.   In Illinois under comparative negligence, just because a party has some fault does not mean they are 100% at fault as any settlement must be reduced by the other parties percetage of fault.  The complainant obviously disagrees with our offer and the proper forum for the resolution of such disagreements lies with the civil courts.  We will not be changing the offer presented.

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 12/27/2016 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.

We use a team handling platform so you may never actually speak with the assigned adjusters as any one of our claim teams staff can answer and handle the matter,which was done.  Additionally, we only contact you once we have an update but if you choose to proactively follow-up then this would supersede our need to call you with the update you already got from on of the claims staff.  The bottom line is that we handled the claim, answered your inquired and made payment.  There is nothing further we can do to assist as we did what was required of us.

yes im still waitin on the claim letter it hust ridiculous its go na take almost two months to take care of it.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]

I had a accident with a lady who license was suspended and was uninsured, now my policy covers uninsured motorist so, I call to report my accident gives the operator my police report information and the number of the report and she schedules a tow to the auto collision shop my car goes there and the lady says I will here something within 24-72 hours. The accident was on Dec 16 its Dec 27th I still haven't heard anything I've even called the auto collision spot where my car is and the lady told me she hasn't heard anything and neither have anyone came to get a estimate on my car, as a matter of fact its a car that's been there before my car that hasn't been looked at! So I call the insurance company again so the lady tells me the name of the adjuster that SUPPOSE to have went and she doesn't know why he hasn't been out there transfers me to that department for me to leave a voice mail! I have never experienced this much inconsistency from a insurance company in my life. My had the same thing happen to him a couple of months ago where a lady hit him uninsured and his insurance company came out gave an estimate the next day ruled his car was totaled and he was in a new car that weekend!!

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.

On July 8th 2016 I was in a car accident with a driver insured by American Alliance. Their driver was the only to receive a ticket and also admitted fault for the accident. I have called left numerous messages, been hung up on, laughed at, and spoke to very rude and nasty! It is now August the 16th and I still have not received 1 phone call or returned phone call from anyone. This company is the absolute worst experience I have ever had and I feel they should not be allowed to treat people this way! Is a car accident not enough for a person to go through? Then to have to be treated like crap instead of being helped!!

Our records do show that the loss occurred on 12/22/2015 and payment for the damages was made 01/16/2016.  It appears vehicle was brought into the shop until med February and during the course of the repairs Mr. [redacted] requested that parts be replaced instead of being repaired which has caused...

additional supplements along with a protracted repair time.   Our office will follow up with the shop to see if they can expedite the repairs and release of the vehicle back to Mr. [redacted].

We already spoke with Ms. [redacted]oday and advised that payment would be made on matter and she could begin repairs.

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.  Please send a denial letter. We have also turned everything over to Austin Texas for a complete police report.8
Sincerely,
[redacted]

Review of the matter shows that Ms. [redacted] had the repairs completed through her carrier.  They are pursuing subrogation on her behalf and when we reach an agreed resolution her carrier will reimburse her deductible based on what our percentage settlement with them is.

Ms. [redacted] we are not going to continue to rehash this.  Alliance completed the coverage investigation and has made you an offer and once we have all the final documents payment will be issued.

As Mr. [redacted] has advise Alliance completed an estimate at a reasonable labor rate and part prices and has paid the claim.  It is unfortunate that the company he chose to complete the work overcharged for the repairs.  Be that as it may, he has been advised that Alliance has offered all...

this it is going to offer in this matter and short of any civil action (which is the proper forum for such disputes) we consider the matter paid and closed.

Complaint: [redacted]
I am rejecting this response because: I already told them twice that I drove for [redacted] for a month, so this is information that they already had. Also I was not informed by them that I needed additional coverage. If they are going to reject my claim, I would like the money that I spent on their policy refunded to me, because my insurance was "technically void" If I didn't have the right coverage.  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The company has yet to give an infinitive date to when they will resolve the claim. In 8/21/17, the company gave the same response they they gave 8/28/17 regarding the claim being resolved by the end of the week. We are now in another week and nothing has been resolved. Due to their client admitting to being at fault, the company cannot explain why this process has taken more than 1 month to resolve. They company doesn't provide an apologize for their delay and any inconvenience to my family.  The company also refuses to acknowledge any egregious behavior from any of their employees including the individual answering the message. This indicates that the company is comfortable and satisfied with communicating with clients in an unprofessional, none empathetic, and lack of respect for people's timeamong many. Meaning they are not able discern the difference in professionalism and non professionalism. 
Sincerely,
[redacted]

This incident involves damage from a loss with our insured.Relative to contact, our records show we spoke with Mr. [redacted] or his representative on 12/01,14, and 12/17/2015. Our company set up Mr. [redacted] vehicle for inspection and ordered the police report. We received the estimate and our...

material damage manager personally called Mr. [redacted] on 12/14/2015 to advise him that estimate would be reviewed and approved. Our office approved the estimate and payment was requested for Mr. [redacted] on 12/17/2015 (see copy below). Mr. [redacted] is just simply not being truthful in stating that he did not speak with an adjuster as our records clearly show him speaking with one of our team adjusters at least twice on 12/17/2015 for an update.We believe this matter has been actively handled and resolved well within any state handling guidelines.

This matter was first reported 05/31 and from that point until 07/10/2017 the insured both failed to answer the calls of our appraiser and failed to send in the completed accident report form as she refused to provide a recorded interview when loss was called in.   We were able to...

eventually inspect her vehicle and we finally received the completed accident report from on 07/17/2017.  So when she claims she followed all of our demands she fails to mention that it took her nearly two months to actually do this..  The insured wanted to use a shop outside of our network and we advise we would need a w9 from them before we could complete payment.  A request was sent to the by email at [redacted]@SBCglobal.NET.  Our record shows that we just received this form late last week and we should be able to move forward with payment of the damages by weeks end.

Mr. [redacted], you spoke with your adjuster today regarding the rental reimbursement.  The rental reimbursement has been approved and the check has been processed.  Please look for it in the mail.

Initial Business Response /* (1000, 5, 2015/07/23) */
Contact Name and Title: Don [redacted] VicePresident
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@myamericanalliance.com
The accident at issue occurred on 06/17/2015. This incident involves damage to the complainant's vehicle. Our...

office setup the adverse vehicle for inspection and made efforts to determine insured's involvement and liability. On 06/17/2015 we obtained our insured's statement, as well as the complainant statements and confirmed liability. We received the estimate and photos on 06/30/2015. On 07/14/2015 the adjuster extended an offer as well as issuing the payment of $1019.78 which represented 85% of the damages documented on the estimate. Based on the facts of loss as presented by both parties, we believe this is a fair & equitable offer as there was no on scene police report and our insured indicated the other driver made a sudden stop without warning on the highway. While our insured bears the majority of negligence, the other driver did breach his duty under (625 ILCS 5/11-804) (from Ch. 95 1/2, par. 11-804) c:
(c) No person may stop or suddenly decrease the speed of a vehicle without first giving an appropriate signal in the manner provided in this Chapter to the driver of any vehicle immediately to the rear when there is opportunity to give such a signal.
In Illinois just because a party is at fault (or even a majority at fault) it does not mean they are 100% at fault. Under the modified comparative negligence rule, a party may recover damages only if he/she is less than 51% at fault for the
personal injury or damages. However, the recovered amount may be reduced in proportion to the degree that the other party was at fault. (735 ILCS 5/2-1116) (From Ch. 110, par. 2-1116).
This is not to mention that it is the Department of Insurance's own position relative to a company's liability decision that disputes of such matters are to be resolved through the civil courts:
"What if the Insurance Company Denies My Claim or I Disagree with Their Settlement Offer?
If the other driver's insurance company denies your claim or you disagree with their offer, there is no appraisal requirement. Your only recourse is to:
make a claim under your own policy if you have the appropriate coverage's;
file suit against the at-fault driver in small claims court, if your damages fall within the county's limits for small claims suits; or
seek other appropriate legal counsel.
Only a judge or jury can ultimately decide who was at fault in an accident or how much another person owes you for your damages".
Per the insurance statutes, our company has already paid the undisputed portion when liability became reasonably clear in a very prompt manner. If the complainant disagrees with the offer they are certainly well within their rights to pursue this through the civil courts as that is the proper forum for resolution of such disagreements. As far as any issues as to the body shops, American Alliance does have a network of shops that provide quality repairs to our customers. The repairs are guaranteed for the life of the vehicle. That being noted, if any customer does not want to repair the vehicle at one of our shops they can take the vehicle to any repair facility of their choosing. However, under state guidelines, if your repair shop charges more than the companies suggested shop you are responsible to pay the difference. This was all communicated to the complainant. At this point our file is paid and closed barring any civil suit we receive relative to the disputed property settlement amount (or any supplemental repair costs that are incurred).
Initial Consumer Rebuttal /* (3000, 7, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The other driver gave proper signal with brake lights and the insured should have been traveling at a safe distance instead of following to closely. However, the traffic was at a complete stop at the time of the insured approaching our vehicle. Also, the body shops that were referred to us for repair have poor reviews. Would like them to find a positive review body shop that we can take our car to get fixed within an acceptable distance from our home.
Final Business Response /* (4000, 10, 2015/07/28) */
Contact Name and Title: Don [redacted] vicepresident
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@myamericanallaince.com
We have already agreed that our insured was not following at a safe distance and is a majority at fault however, we disagree based on the statements of both parties that they are 100% at fault. Again, this is a dispute that can only be resolved by the civil courts when there is such disagreement. As to the shops, we already provided the party with a number of options within reasonable distance with state guidelines. These are independent shops who do business with many parties outside of Alliance so we cannot control the level of positive or negative reviews they may have. However, we can guarantee that if the vehicle is taken to one of our facilities by one of our customers it will be repaired properly. Again, they have no obligation to utilize one of our shops but would be responsible for any difference in parts price and labor per state guidelines.