American Alliance Casualty Company

According to the policy records, American Alliance Casualty Company received a cancellation request on October 10, 2016 from [redacted], agency on record, to cancel the policy per Insured Request.  In the request, the agency indicated that the request...

was sent to American Alliance on August 8, 2016.  We have no record of receiving this request.  Upon receipt of the cancellation request on October 10, 2016, American Alliance cancelled the policy  per the Insured’s request.  Any refund will be issued by the agency.

Initial Business Response /* (1000, 5, 2014/04/04) */
Contact Name and Title: [redacted] vp claims
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@myamericanalliance.com
This loss involving our insured Ms [redacted] occurred on 07/27/2013 and was reported 07/29/2013. We set up the...

appraisal and issued the initial check for repairs on 10/11/2013 after [redacted] the repair facility had completed the initial repairs. The insured advised us on 10/30/2013 that the vehicle had some problems and they did not want it to go back to [redacted]. We compromised and sent the car to another facility to repair the additional issues which to our knowledge have been done. On 02/28/2014 we were advised by her that there were issues with the transmission [redacted] had put in and the second shop we had sent her to also confirmed this. We advised Ms. [redacted] that she needs to bring the vehicle back to [redacted] as the transmission is warrantied through them. [redacted] will fix the issue with the transmission, but she needs to bring it back there for them to do so. Additionally, our material damage manager forwarded copies of the estimates she requested just yesterday, so she should possess these. Relative to rental coverage, this was not purchased by Ms. [redacted] and thus we cannot offer anything as to rental. She would need to talk with her insurance broker about this as we only provide coverage for what has been purchased through them. We will continue to work with Ms. [redacted] on this matter until her vehicle is fully repaired.
Initial Consumer Rebuttal /* (3000, 7, 2014/04/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, just so it doesn't look as if I was negligent in not reporting the accident the day of loss, it was a Saturday. They were not open until Monday, 07/29/2013, when I reported the accident. Again, just to be clear, no check was issued to me.
No repairs made on a car involved in an accident however severe should take two and one half months to complete. This is where I feel American Alliance did not complete the repairs in a timely manner and therefore should cover the cost of the rental car necessitated by their delay.
Actually the day we took the car from [redacted] the very first time we felt something was wrong with the transmission. The adjuster had deemed the transmission not needing repair/replacement after the accident. I took the car back to [redacted] and it was determined that the transmission did indeed require replacing. Subsequently we were told this was completed by [redacted].
While the car was at [redacted] having the transmission work done as well as some other problems that hadn't been addressed the first time, the cables from a large speaker system in our trunk that connected to the battery were clearly cut right through at the battery terminal connections. As Mr. [redacted] stated, this caused me not to want [redacted] to have my car in its possession when additional repairs related to the accident were needed.
After picking up our vehicle from [redacted] a second time, we discovered there were still problems, with the transmission and other issues that had not been addressed. We told American Alliance we did not want our car in [redacted]'s possession again. American Alliance told us to take the car to [redacted] Body, another of their approved shops, which we did.
When it was determined that the transmission, the "new" transmission [redacted] had supposedly installed, was indeed having issues, American Alliance said we had to return the car to [redacted] to have the transmission replaced AGAIN because [redacted] had the warranty on the one they installed and would not release it so that we (American Alliance, myself or [redacted] could get the transmission exchanged for one that worked properly. With trepidation I once again left my car at [redacted].
When I called [redacted] to see how the work was moving along, they told me the work was done and the car was ready. Since there was more that needed to be addressed than the transmission (I gave them a list), I wanted to know exactly what had been done. I was put off with various excuses when I called to speak to the person who I was told could tell me what was done ("with a customer", "out on a test drive", "will call me back" which never happened, and finally "he want home early and won't be back till Monday" and this was on Thursday). I finally decided I'd pick up my car as it was just sitting out on the street and being that it was Friday, I wished to go to church on Sunday. The car still didn't feel right AND the "check engine" light was on. A mechanic took a look at the car and said he'd "turned off the light". This was March 28th, 2014.
On April 1st, 2014 I took my car in to [redacted] for it's scheduled maintenance and asked the service person to check the car. They said there was a leak of transmission fluid, the car had some suspension problem (I was not prepared to pay to have it diagnosed as this was part of the accident damage), wiring had issues and in general my 2012 car looked and sounded older than a 2009. I have the report by the [redacted] service person in writing if Mr. [redacted] wishes to see it.
Also since having the car back in my possession, I've realized that there are locations on the seat upholstery (possibly leather) on both front seats (I haven't checked in the back) that are extensively worn away. Before this last time my car was at [redacted], this damage did not exist. Either the seats were "cleaned" with an excessively caustic product or the damage was intentional. Either way this is not acceptable.
Yes, I did receive the original estimate of what was to be done on my vehicle (attached). This was helpful but had nothing on it about what actually was done and all the subsequent work including the twice replaced transmission. I want a full rundown of everything that was done to, on, with my car with dates and, if applicable, corresponding warranties. I have yet to receive this from American Alliance. Since it would cover work done at both body shops, it would need to come from my insurance company.
I accept that it was the insurance broker's negligence that caused me to end up not having the requested coverage for a rental car in case of an accident.
I appreciate Mr. [redacted]'s willingness to continue working on my vehicle till it is fully repaired. What I would like to know is if there might be a time frame within which this will be completed. So far it's been 8 months or let's say 7 since I have had the car in between repair work just to be fair. NO accident damage requires 7 months of work. What might require 7 months of work is trying to make a car that should have been totaled as it should be, ending up with it in less than its condition before the accident with issues popping up right and left that require additional attention, hoping that the vehicle owner (me) will finally become weary (I AM) of all this and just settle for whatever condition the car is in. That I will not do. This was a well cared for vehicle, practically brand new before the accident. It runs and sounds like a jalopy now. That is not fair and it is not giving me the service I paid for and was promised when I took American Alliance as my auto insurance.
Final Business Response /* (4000, 17, 2014/04/16) */
Mr. [redacted] our material damage manager will be viewing the vehicle today to document the additional damages that are being claimed. If they are related to the loss we will get them to one of our facilities to complete and additional repairs. We have had hundreds of cars repaired at our shops with no complaints and are confident that the shops in our network can complete any additional related repairs. Again, there is no requirement to go to one of our facilities but per state guidelines any additional difference for expenses due to increased labor rate or parts would be the responsibility of Ms. [redacted].
Final Consumer Response /* (4200, 11, 2014/04/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept the offer by American Alliance because they haven't actually offered anything in their last response. I have no idea where they expected me to take the car, first of all, as they didn't say.
The last transmission replacement was done by [redacted] per American Alliance's instructions quite recently. Now American Alliance is claiming they no longer work with that body shop and haven't for some time. This statement does not mesh with the reality of my experience.
If American Alliance will not declare my car a total loss, I request that I be allowed to take my car either to my trusted body shop [redacted]
Auto Body) or to [redacted] and have all repairs done and paid for by American Alliance at whatever those businesses charge. Originally I was told American Alliance would not pay labor at the rate my body shop or any but their shops would charge. I believe we've proved through this experience that the workmanship at those shops is sub-quality. I deserve top quality to put my car back the way it was before my accident.
I am including a copy of the paperwork from my Nissan dealer's service department stating what they could determine, without a more thorough examination of my car, were the issues with my car.

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 was in a auto accident with someone who is insured by this company 4/30/16 claim [redacted] was filed on 5/2/16 I have faxed them all requested estimates needed for claim and after 5/4/16 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 8/15/16 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 11:30 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 10 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 3 cars involved and he said there is no policy that I will have to wait the 10 days. I 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 fault. And even by her own admission that she was at fault. Why do I have to wait to 1 receive a call back on an update on my claim 2 why I am being treated so rudely 3. Why do I have to wait to receive payment for my car repair.

It appears Ms. [redacted] seems to have left out a few important details in her complaint.   This matter was first reported to us on 09/22 and contrary to her contentions Ms. [redacted] has been updated as to status on 09/22, 10/05, 10/23, 10/25, 10/27 and 11/07 see supporting notes...

below:09/22/2017 [redacted] Initial ContactRECVD INSRD OWNER CALL 10/05/2017 [redacted]nsured CallRECD INSD CALL REG STAT ADVISED PENDING EST AND ADJ REVIEW ALLUNDERSTOOD 10/23/2017 [redacted] Insured CallCALL FRM INSD ADVISED PENDING LYFT DOC, INSD PROVIDED ME HER EMAIL[redacted]@GMAIL.COMSENT EMAIL WITH THIS INFO 10/25/2017 [redacted] Insured CallCALL FROM INSD FOR STATUS ADVISED PENDING LYFT DOCS , WE EMAILED HERTHE INFO , AND INSD JUST WANTED TO KNOW WHY WE NEED LYFT DOCS ADVISEDPOICY IS PERSONAL USE NOT BUSINESS WHICH IS WHY WE NEED TO KNOW THEINFORMATION . INSD ADVISED SHE WAS NOT AWARE SHE IS NOT SUPPOSED TO USEIV FOR LYFT AND IF SHE KNEW SHE HAD TO STATE THAT TO AGENT ORAPPLICATION SHE WOULD HAVE TOLD THEM WITHOUT A PROBLEM . SHE ADVISEDSHE WOULD HAVE KEPT DRIVING FOR LYFT IF SHE WASNT INVOLVED IN THISACCIDENT , INSD WANTED TO COME INTO OFFICE AND WANTED TO SET UPAPPOINTMENT TRANS TO ADJ 10/27/2017 [redacted] Call to InsuredCONTACTED INSD TO ADVISE THAT APP USAGE HAS BEEN RCVD BUT ON HAS THEDATES 11/07/2017 [redacted] Insured CallACD FROM INSD FOR STATUS - ADVISED ADJ LM FOR HER 10/27 REGARDING LYFTWITHDRAWL LETTER - INSD STARTING CUSSING AND SCREAMING THAT IT DOESN'TMATTER BECAUSE IT HAS BEEN 2MOS AND WE HAVEN'T EVEN GIVEN HER ANESTIMATE - SHE ALREADY SENT OVER EVERTHING, I ASKED HER IF SHE STILLWORKS FOR LYFT - SHE SAID NO - ADVISED THEN WE NEED THE WITHDRAWLLETTER - SHE CONTD SCREAMING AND CURSING - TOLD HER I WOULD DISCONNECTTHE CALL IF SHE CONTD - SHE SAID SHE DOES NOT NEED TO SEND ANYTHING ELSEBECAUSE SHE ALREADY SENT EVERYTHING - INSD CONTD BEING COMBATIVE -ADVISED HER I WAS TRANSFERRING TO HER ADJ EXT. SHE U/S - TRANSFERRED TO LJXT As Ms. [redacted] is aware she is a Lyft driver and did not indicate such on her application and this is not a risk Alliance underwrites.   The hold-up is here is her refusal to provide us with the the Lyft withdrawal letter showing she withdrew from Lyft prior to the policy purchase.   If she cannot provide this by the end of the week, we will simply move forward with a rescission of the policy contract due to her misrepresentation on the policy application as she answered no to the question on the application which specifically asked "  Have any vehicles listed been used for ride and/or car sharing at any time?   N If yes, has formal withdrawal been completed with the ride and/or car sharing company?  The only thing fishy here is Ms. [redacted] refusal for forward the requested verification that she withdrew her vehicle from Lyft prior to purchase of the policy.

This loss was reported 10/20 and our office completed an initial estimate and issued payment of the damages on 11/01/2017.   As there was hidden damage we could not write that damage until the shop did a tear down of the vehicle.  This was completed and we recently approved a supplement...

for any damages that were solely related to the loss.  Our company will only utilized approved repair parts in the repair of the vehicle and we would never put an unsafe vehicle back out the road.  She has chosen her own shop so Alliance has no control over the quality of work they do prior to release of the vehicle.   As soon as her shop forwards the invoices for the additional parts for the supplemental repairs Alliance will issue the payment top her shop.

Mr. [redacted], as indicated in the letter dated 10/13/17 mailed to you at your address and explained when you called in the claim, we provided instructions to obtain a rate of $26.99 per day with Enterprise.  It appears based on your invoice, you did not utilize.  We have issued payment for rental reimbursement as you discussed with your adjuster on December 27, 2017.  Our file is now closed.

This involves a matter where Alliance took Ms. [redacted] claim on 02/27 and we completed our coverage and liability investigation and issued a check for 100% of the damages on 03/14/2017.  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.

Ms. [redacted]You advised us on 01/24/2017 that you did not want to pay your deductible and that you were going through the other party for the damages.  If you are making a claim against this city then any delay for that is upon you an not Alliance.   Since it now appears you want...

to go through us I will have the adjuster issue payment today.

Review of the damages show that car was drivable and in fact it was driven from the scene on the date of the loss and to the repair facility for the estimate.   As such the company only covered rental for the actual downtime as the vehicle underwent repairs.  Mr. [redacted] was advised...

recently that if he had a dispute as to the rental paid that he needed to follow up with his claim adjuster for any reconsideration.

Mr. [redacted]
As advised once we have the approved appraisal of damages and we have completed our coverage and liability investigation we will extend an offer to you.   As to the rental it is reimbursement if you want to handle the matter through Alliance.  Please do not exceed 26.99 per day and send your invoice for review and approval once the vehicle has been repaired.

As with any auto accident our office must complete a full investigation of all the facts surrounding the loss prior to making a coverage and or liability decision.  Depending of the facts of the loss and the cooperation of the parties involved, the time it could take to resolve such issues can...

vary. It appears that most of the investigation and documentation completed so you can expect an offer very shortly.  Payment will be made out to you and you can take the vehicle to the shop if your choice.  However please note that since we provided the name of a shop that would fully repair for our estimate under Illinois title 50 you would then be personally responsible for any difference in your shops parts price and/or labor rates.

Ms. [redacted] is fully aware that she has had two losses with this car one on 10/06/2016 and another on 11/05/2016.  She failed to report the loss that occurred on 10/06 and has not provided us any details on how that loss occurred and what damages her car suffered from that loss.  Until...

she fully cooperates with our office we cannot make any payment for the repairs.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me. I have sent over every single possible piece of documentation that I have access to from the [redacted] account. After speaking with [redacted] this morning they informed me that they do not send out any kind of documentation. I must screen shot everything from the app. and send it over. I asked them to please send me an email stating this matter. They informed me that it will take up to 24hours to receive an email. When sent, information will be added to this complaint. Also I never relieved any calls from this company in the last two weeks. The only person who reach out to me after documentation was sent over was Ma. [redacted]. I was informed via email everything was received that needed to be received. 
Sincerely,
[redacted]

I show that the payment we processed was mailed out on 08/29 and depending on the postal service should be there by the end of the week.  Again I have reviewed various phone conversations and do not find that the staff acted unprofessionally in any manner throughout the resolution of this loss.  Certainly Ms. [redacted] is free to contact me directly relative to any ongoing concerns she has as to customer service issue.

Again..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.

Review of the matter shows the insured has never reported being in a loss and they have refused to cooperate and there is no two party on-scene police report.   This is a coverage violation of the policy contract:A. Notice of. As a condition precedent to coverage under every Part of this...

policy, within 30 days of any accident, occurrence or loss, regardless of fault, the Company must receive written notice containing at least the following information: a) The time, place and location of the loss; and b) The full name and address of each known person who occupied any vehicle involved in the loss and/or who was present at the scene at the time of the loss; and c) The purpose of the use of the vehicle at the time of the loss; and d) The facts surrounding the loss; and e) Any other information the Company requests in order to conclude its investigation of the loss. Given this violation of the policy contract and our inability to determine both coverage and liability, our office has sent written notification of the coverage denial and we will be making no payment under the contract.

This matter was reported to Alliance 10/25/2017 we completed documentation of the damages and issued payment for the initial repairs on 11/14/2017.  Insured has been advised to status by phone on : 10/25, 10/26, 10/30, 11/03, 11/07,  11/10, 11/13, 11/14 ,11/16 and 11/20    If...

during the course of the repairs there proves to be supplemental damages these will be paid directly to the shop.  As to rental,  Ms.. [redacted] has reimbursement coverage of $20 a day for up to 10 days.  Upon receipt of any invoice for rental our office will issue a reimbursement based on the coverage she has purchased.

The loss was reported 04/26/2016 and we set our insured's vehicle up for inspection on that date as well.  We have absolutely no records of the alleged daily phone calls and they may have been calling the wrong insurance company as there is no adjuster named [redacted] working in our office. ...

We did speak with the insured a few days ago and advised that we never received an appraisal from the shop and that we would follow up.  As soon as we have the appraisal and that is approved they can begin repairs and anything related to the loss will be completely repaired.   We hope to have this wrapped up in the coming weeks.

Complaint: [redacted]
I am rejecting this response because: this claim was reported on 12/19. You are incorrect with your number of attempts at contacting you that were made. Perhaps you should ask Ms. [redacted] how many voice mails she received? Your customer service is the worst of any company I have ever dealt with. The "bottom line" is you are a bottom of barrel insurance carrier. 
Sincerely,
[redacted]