American Alliance Casualty Company

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.  In your case it appears our claims staff has spoken with you and updated you on numerous occasions.  I show that our office recently received the and approved a copy of the estimate and a check for the damages to your vehicle should be out by weeks’ end.

This loss was reported to our office on 06/13/2016 and we took Mr. [redacted] statement and set up his vehicle for inspection which has been completed.  Additionally, we ordered the police report on 06/13/2016 and have begun our liability and coverage investigation.   Unfortunately to date...

our insured has not reported being in a loss nor have they cooperated with the investigation which is a condition of their policy contract.  We do try to answer all phone calls as quickly as possible and our staff would not just hang up on someone intentionally.  Mr. [redacted] has spoken with us and has been advised  as to the status of this matter on 06/16, 06/20, 06/22, 06/24 and 06/28.  As with any insurance carrier, we must confirm that our insured was both involved in a loss and liable for the loss and prior to completing this we cannot make payment.   Additionally if we do not receive cooperation and cannot objectively make a determination of coverage and liability we might have to issue a coverage denial.  We will continue to try and resolve this matter as quickly as we can.  Mr. [redacted] always has the option of going through his own carrier if he cannot wait until we can complete our investigation of the matter.

Complaint: [redacted]
I am rejecting this response because:The response is incomplete and does not sufficiently address the problem. The business indicated that 1) I do not understand the claim process. 2.) Additional information is needed. In their response they highlight the problem. The company continues to waive me off instead of taking time to make sure the customer understands the claims process and what is needed to expedite a satisfactory conclusion. The company has neglected to address both issues. No one has contacted me by phone or by mail to explain the claim processor ask for additional information. At this point in time I do not know what additional information they need. What is a physician summary? What exactly do you need from a medical professional? What are the next steps for me and for the company? How long does this process take? I need a clear explanation as to what the process entails, what steps you are taking and what additional information you need from me. I need a clear deadline to a resolution. If you are unsure or a timeframe cannot be established, I need to know why. Again, American Alliance Casualty has not taken the time or put in any effort to providing adequate customer support for this issue. Please have someone call me with answers to the questions I have posed. I would also like this in writing. You have asked me for additional information without explaining what it is you need or why you need it. You indicate you do not pay claims but provided no copy of policy or outline of claim process and status of my individual claim so that I can know what steps will be taken and a timeline. You have done no follow up on this case and I am left believing none will be done with me.
Sincerely,
[redacted]

We do try to answer all calls and we have no record of any recent calls relative to this matter.  There is however a pending coverage issue that needs to be cleared up.   Our office has ordered the police report and once we have a copy we can move forward with the resolution of the...

loss.  If the complainant cannot wait then he might want to consider going through his own carrier as an option.

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]

Ms. [redacted] can take the car wherever she wants however as previously stated since we have provided a shop that will repair for our estimate she will have to pay any difference.

As we previously advised, our insured violated a key provision of a policy condition for coverage and given such violation (as with any insurance policy) the company has issued a declination of coverage.   This in no way changes our insured's responsibility or accountability however, it does preclude Alliance from indemnifying the insured for any loss they were responsible for.  Again, we answer all calls as they come in and records shows that we answered the complainant calls on numerous occasions.  Given that Alliance has denied coverage the complainant may want to consider taking the matter through her own carrier for the damages.

Complaint: [redacted]
 
I am rejecting this response because:The company did not provide clarity as to what is needed from me at this point. The instruction to read my policy is a wholly inadequate response. I implore anyone that communicates with customers to learn customer service skills. For the company to send a vague letter as well as the decision not to call me shows a lack of concern. I paid for a product and service and have expressed my displeasure with the lack of customer service I have received and your response is to go read your policy? What a callous response. I will contact my doctor to outline what injuries were sustained from the crash.
Sincerely,
[redacted]

As with all insurance polices there are both conditions that an insured is required to meet as well as exclusions that apply as it relates to coverage.   In this instance, the policy contract requires that in order for there to be coverage for the loss the insured must report the...

loss to the company within 30 days.  As this did not occur there was a violation of the policy contract and Alliance has properly and legally disclaimed coverage.   Ms. [redacted] should consider taking the matter through her own company as Alliance will not be making any indemnification of the claim due to the contract violation and declination of coverage.

So September 1 I sent and received a response from a review I made against American Alliance:

Revdex.com has received a response to your Customer Review submission. Please see below for the business reply:

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. Additionally, once an appraisal is complete it undergoes a review and approval process Our office just approved the appraisal of the damages and sent notification to you by mail yesterday that your vehicle is a total. We will continue to work to conclude the matter as soon as possible.

If you wish to publicly respond, please use the link below.

However either this was a lie or an automated response. It's been a week now nothing in the mail. So I called American Alliance today for an update on Tuesday, and I the person said they dont know why its taking so long and they'll send my claim to the supervisor and I should get a call the next day.

So that Wednesday I call knowing I wasn't going to get a call and was told they're waiting for the police report, and this is after the response from the Revdex.com saying my car was a total. So I call Friday to see what was the hold up, and asked can I speak to a supervisor and was told there is no supervisor and was hung up on. So I called back and after being on hold for 20 min again asked for a supervisor and notified the operator he call was being recorded and was hung up on again. So I called back a 3rd time and after being on hold again for 30 min they person who answers tells me that he is the Supervisor, which was probably a lie also and explained to me that my claim is waiting for a police reports even though I gave them the police report number weeks ago. So I then explained this email from the Revdex.com and he demanded to know who sent it and basically said it was not true and nothing from my claim or appraisal has been finalized. So this leads me to leave this review due to the lack of good faith that this insurance company has shown through the course of my claim. I will also be contacting the Attorney General.

Complaint: [redacted]
I am rejecting this response because: I received a check in the amount of $348.10 to cover the damage done by their client which is not even 1/3 the amount of the estimate I received from [redacted] Auto Repair, ($1237.59) nor does it cover any of the repairs to damage underneath the car. I reject the check as an insult to my intelligence and expect American Alliance to not only cover the repair estimate from [redacted] Auto Repair, but also from [redacted] Auto where I will be taking my vehicle to repair the other problems caused by their client when she hit (and tried to run) my car.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I sent in the documentation on 04/06/2017 regarding [redacted] and [redacted]every other day after I was told all documents were received and was pending approval, I was even told by a representative that they had the offer amount but was not able to provide me the information because it was pending management approval. I specifically asked about 3 weeks ago was there anything else needed and I was advised no all documents were received and they were just waiting on the final approval I was not told that my original documents sent were insufficient until 05/08/2017. I was upset because no one has reached out to me once about this issue when I could have been sent in the sufficient documents, all that time I was under the impression that everything was fine .
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:If you replied to your claims as fast as you replied to Revdex.com complaints you’d have the start of a legitimate business.A claim has been filed with our carrier, a real insurance company. I am going to make it my second job to make sure everybody knows what crooks you are. American Alliance are con artists preying on drivers who can’t get real insurance. Try googling your company’s name sometime. 
Sincerely,
[redacted]

We have not received a report form our insured about this loss, nor do we have a voice mail message from the complainant with regard to this matter.  If wait time are high she can always file an accident report at www.myamericanalliance.com and we will get the matter set for review.  We...

will also try to get someone to contact the complainant.

Complaint: [redacted]
I am rejecting this response because the company''s response refutes their own policy which states they have a right to decline coverage of their own insured if that person fails to submit a claim,and thereby limits the ability of the company to validate the accident in absence of a police report or other third party witness.  In fact there was a police report stating my party's car was stopped at a red light, your client's car (#2) hit the rear of our car, and your client was cited for a ticket and summoned to court.   There are photos to substantiate these claims as well.   If the premise for declining coverage is the absence of actionable data, then American Alliance is simply turning a blind eye and pretending to be ignorant to avoid paying out costs they are financially liable.  Don't believe me, then read their own words from the company's response at https://reviews.birdeye.com/american-alliance-[redacted] to a similar complaint.American Alliance has some of the lowest insurance costs and charges $24/hr for auto repair while the industry standard is $50.  Their business model is presumably deny, deny, deny at all costs to reap benefit for Mr. [redacted] and hope all these small claim thefts go undetected by the Illinois Insurance Regulators.  
Sincerely,
James [redacted]

We are sorry that you are upset with the amount paid but there will be no additional offers.

Ms. [redacted] we recently received your release accepting our offer and we will get payment expedited as soon as possible. Thanks

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] American Alliance insured the policy holder and it is their responsibility to repair my vehicle. They have numerous complaints on their web page from consumers regarding their behavior and lying to the policy holder. As well as the claimants; stating that the insured never responded to the claimants; and telling the insurer that the claimants never responded. They are scamming everyone involved, and this proof by all the complaints against them. They should be investigated and prosecuted.

Our records show this loss occurred 09/14 and you successfully filed a claim with us on 09/18/2017.  Your vehicle was set up for inspection and the appraisal was completed and you were advised of this in a call to our office on 10/04.   Additionally, your husband called yesterday and...

was advised  that the matter was pending adjuster review as we just received our insured's report of the loss.  We hope to have it wrapped up this week.  Alliance is well within state mandated handling timeframes which does not consider a claim delay until 60 days have elapsed.   If you are unhappy with our service or cannot wait until we complete our final review you are always free to handle the matter through your own carrier.

Complaint: [redacted]
I am rejecting this response because:there was no damage to the back or side of his car. Also representative from company aproved car rental which I had to at out of pocket that now there not going to cover.  So what's my recourse?
Sincerely,
[redacted]