American Alliance Casualty Company

We are sorry that you feel this way but we have tried our best to resolve this matter and hopefully we can bring it to a resolution soon

Complaint: [redacted]
I am rejecting this response because:every time customer call in to your insurance company talk to your rep. its all log in. look back 10/26/2016 try to be honest and verify with your rep. and repair shop before you give reply.
Sincerely,
[redacted]

When stopped you are required to leave a proper distance between you and the vehicle in front of you.   Since you were pushed in the car the in front its obvious that you did not leave a proper amount of distance.   If you do not want to keep the salvage then we will send you a revised offer.

As previously noted Alliance has paid for all damages related to the initial loss and we will not be paying for any damage related to the engine as its not covered under the polcy contract.  Mr.  [redacted] can continue to make whatever inaccurate assertions but the fact are that the matter was handled promptly and appropriately as dictated by Illinois insurance regulations.

Ms[redacted] is obviously an individual that despite having her loss resolved by Alliance will not be happy because she ignores that like many carriers we have a claim team handling her claim and that the possibility exists that she might not speak with the assigned adjuster.   However I do show that the assigned adjuster [redacted] did speak with her on 12/20.  As I am the supervisor I have no record of any call plus there was no need for her to speak with a supervisor as her claim was handed well within state guidelines.  Per haps Ms. [redacted] should have gone through her own carrier.
I show check sent to below address
[redacted]
At this point Ms. [redacted] can keep complaining but the matter is paid and closed.

Based on the fact of the loss as indicated by both our insured and well as Ms[redacted] she is clearly over the 51% threshold and is thus barred from collecting against our insured.   Barring a civil suit, the matter remains closed

This loss occurred 04/02/2016 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: The company is not willing to pay anything additional for the rental car, even though between them and the repair shop it took 15 days to complete the repair. I was told the repair would only take 3 or 4 days to complete.
Sincerely,
[redacted]

Ms[redacted] is obviously an individual that despite having her loss resolved by Alliance will not be happy because she ignores that like many carriers we have a claim team handling her claim and that the possibility exists that she might not speak with the assigned adjuster.   However I do show that the assigned adjuster [redacted] did speak with her on 12/20.  As I am the supervisor I have no record of any call plus there was no need for her to speak with a supervisor as her claim was handed well within state guidelines.  Per haps Ms. [redacted] should have gone through her own carrier.I show check sent to below address [redacted]At this point Ms. [redacted] can keep complaining but the matter is paid and closed.

Complaint: [redacted]
I am rejecting this response because:As informed from myself as well as my attorney, she is not defending...

any actions pertaining to my vehicle being damaged  from the insured. She is solely responsible for personal injury  only due to  insured damaging my vehicle. 
Sincerely,
[redacted]

Complaint: 11101156
I am rejecting this response because: I have witnesses that will insure that I was at a stand still and that their insured persons was speeding qnd texting on her phone NOT paying attention to the road before her she not only hit me but cause me to run into the car in front of me now were a sudden stop came from I  have no idea 85% is not good enough when the total accident was not my fault at all the only reason I believe they are saying that I stopped suddenly is because the driver in front of me that I hit (because their insured rammed me) did not have license to drive and had minor to no damage and dont wanna go forward and as far as speaking with me no this business will not return my phone calls they have been speaking with my mom whom is home bound and wasn't in the car at the time of the accident 
Sincerely,
Tannisha [redacted]

Complaint: [redacted]
I am rejecting this response because:
I have  a police  report ,dated 11/03/2015.I can not help it that their insured was distracted.
Sincerely,
[redacted]

Relative to contact we do try to answer all calls as soon as possible and records do show that we spoke with thecomplainant or their representative on 10/19, 10/20, 10/23,10/30, 11/02, 11/03, 11/09, 11/13 & 11/14 and setupdating correspondence on 10/19, 10/25 and 11/13/2017. As to the claim...

itself, this was a policy in its first termand the investigation showed that the insured was operating their insured vehicle for [redacted] as photos of the vehicleinspection showed both [redacted] and Airport pick-up stickers (See photo below). The application specially asks:Have any vehicles listed been used for ride and/or car sharing at any time?If yes, has formal withdrawal been completed with the ride and/or car sharing company?Ms. [redacted] answered no to these questions. Alliance does not underwrite or accept rideshare vehicles as a risk. Theapplication also states that there will be no coverage if the application contains any omission or misrepresentation thatwould otherwise materially alter the companies’ evaluation of the applicant. Our office cannot be responsible for Mr.Tates omission of the commercial use of the vehicle. Additionally, while the producer is independent and representsthe interests of Ms. [redacted] (and not Alliance) it does appear they very clearly asked her the proper questions on theirapplication. .Alliance does not underwrite risks when we know that an operator or their vehicle is registered and utilized forrideshare (which is basically an independently contracted livery service). The policy clearly states at the beginning it’sa Personal Auto policy, as we do not write commercial risks and the use of vehicles for ride/share is a significantincrease in our risk. Our underwriting guidelines also delineate any type of vehicle utilized as Livery, limousine, orTaxi service and Unacceptable risks. Additionally, the insured is required to advise the company immediately of anychange in risk which includes rideshare:Conditions2. Premium. During the term of this policy and any renewal thereof, the named insured shall immediately inform theCompany of each change in the garaging address of an insured vehicle, of each new resident driver, of the suspensionor revocation of the driver license of the named insured or of any resident driver, and of any other change in thepersons or risks for which coverage is provided hereunder so as to allow the Company to determine whether andunder what premium and conditions to continue coverage under this policy.Finally, there is an exclusion if the car was being utilized for business at the time of the loss:Exclusions(r) to any person or 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 andincludes, the following:(a) The operation of a motor vehicle for hire or compensation, including (1) livery, (2) taxi, or (3) paid ride share suchas [redacted], and Side Car or other similar ride share services;Alliance has requested some specific documents to clear this coverage situation:1. [redacted] insurance policy Declaration page or letter of experience2. Copy of the vehicle inspection/application approval3. Copy of complete history of your app usage from [redacted]4. Copy of your request to withdraw from [redacted] (If youre no longer a [redacted] driver).5. Copy of all [redacted] ride logsTo date all Ms. [redacted] is a letter from [redacted] indicating that she was not logged into the driver platform on date of theloss. This does not tell us anything about the activity on the [redacted] application prior to and after policy purchase. Ata minimum we would ask Ms. [redacted] to provide screen shots from the [redacted] application for those dates showing noactivity, so we can clear coverage. The faster Mr. [redacted] provides us with the requested documents so we can clear thiscoverage situation the quicker we can go ahead and bring this to a resolution. It’s very likely that once we have all thedocuments that Mr. [redacted] will have the policy rescinded or be charged additional premium for the rideshare risk whichwould be deducted from any settlement of the damages. Additionally, if Ms. [redacted] continues to be uncooperative withour investigation we will issue a declination for coverage due to this contract violation. We trust that she will provideAlliance with the documentation that has been requested so this matter can be concluded.

Review shows that our office completed review of the estimate and approval of the payment of the damages on 01/28/2016 which was only 16 business day from when loss was reported.   While this may not be within Mr.  [redacted] time-frame for what he considers rapid handling it is a reasonable period and well within state guidelines.   Bottom line is we have taken care of our customers damages and paid for the repairs to his auto.

As you would not expect you insurance company to just pay a claim against you without verifying your involvement and making sure you were actually at fault, Alliance does the very same for its insureds. This is a situation where the company has been unable to make contact with the insured in order...

to resolve both coverage and legal liability and no on-scene two party police report was made. It is a condition of all auto policies that the insured is to assist and cooperate with their insurance company after a loss has occurred. Failure to do so in a manner that prejudices the companies ability to determine liability and/or coverage is grounds for denial of coverage under the policy contract.  You have been fully updated by our claims manager as recently as 02/24/2017 that there is a serious issue of coverage involving both an unlisted driver lack of reporting of the loss by our named insured.   As with any carrier (standard or non-standard) coverage must be investigated prior to any payment of the loss.   While we can certainly empathize with your frustration at the possibility that there might not be any coverage  and that there is a delay, it does not give you the right to continue make false allegations about American Alliance, its staff or claims service.  Once we have completed our investigation as with any company you will be fully advised in writing of the companies position on this loss.

Relative to contact we do try to answer all calls as soon as possible and records do show that we spoke with thecomplainant or their representative on 04/17, 04/28, 05/04, 05/09, 05/12 and 05/17/2017 and sent updatingcorrespondence on 04/17, 05/09 and 06/22/2017. As to the claim itself, our office...

needed to complete a coverageinvestigation as the insured had a loss within 30 days of purchase of the policy. Insured reported alleged vandalismfrom a theft attempt and company needed to get the incident report and we wanted a letter of experience as sheappeared to have a lapse in coverage from 02/14 to 03/18 and her policy with Alliance lapsed from 04/18/2017 until05/17/2017. It appears that the adjuster has completed the investigation and confirmed coverage with arecommendation for authority to her manager. The insured was advised of this update in writing on 06/22/2017.The payment of the appraised damages should be completed sometime next week. As to rental we will reimburseher up the amount of coverage she purchased, which was $250 in total rental coverage.

Our records show that we never received any online report of the loss however we have spoken with you and we opened the claim.  Please withdraw your complaint.

Complaint: [redacted]
I am rejecting this response because:  My representative at [redacted], reports that they have not had a response from American Alliance in regard to settlement of my deductible as of 3/27/17.  While I appreciate your response, I would like to know who you spoke to at [redacted] and when I can expect the reimbursement of my deductible?  I've waited nearly 8 months and my case is a straightforward case, I don't understand the delay.   
Sincerely,
[redacted]

The matter occurred 09/26 and was not reported to us until 09/29 so the file has only been open only 12 business days.  We recently received the estimate and the insured's report of accident and the file is for review with the adjuster and the manager for an offer.   We hope to have...

something by the end of the week.   Mr. [redacted] is always free to take the matter through his own carrier if he feels we are moving as fast as he requires.

As with any insurance claim while we try to get the documentation of the damages as quickly as possible completion of both the liability and coverage investigations can take a bit longer as we try to obtain police report, statements of the parties etc.   In this particular case it appears...

that most of the investigation is completed and the adjuster is reviewing and an offer of settlement should be forthcoming within the next few business days.