American Independent Insurance Company

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending 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. 
Regards,
[redacted]

April 10, 2014
Dear [redacted]:This letter is in reference to the above-captioned complaint which was received in our office on April 10, 2014, What follows is a brief summary of our investigation and the reason for the action taken in regard to this claim.[redacted] reported...

her loss to our office on Sunday, February 2,2014. The loss was reported after normal business hours and minimal information was provided. The Company completed a review of the file the following day. Contact was made with [redacted] and she advised her vehicle had been parked and was stolen. At that time the vehicle had not been recovered.The file was immediately assigned to a specialized theft adjuster. The adjuster reviewed the file the following day. The required theft paper work was mailed to [redacted]. A detailed recorded statement was then taken from [redacted]. She confirmed her vehicle had been stolen. She had attempted to make a stolen vehicle report with the [redacted] Police Department, specifically the [redacted] District, but at the time was unable as she did not have all the required information. Once she had the vehicle information, a report was made on February 3. The police report was then ordered.[redacted] contacted the Company on February 11 with questions regarding the theft paper work. She stated the Title was in the vehicle at the time of theft. She was advised she would need to apply to the state for a duplicate title.[redacted] contacted the Company again on February 14. She advised her vehicle had been recovered,The Company explained the procedure for having her vehicle released from Police custody. She contacted the Company on February 18 with additional information. The vehicle was towed to a facility as the Police believed the vehicle had been used in a crime. The Company contacted the yard and was advised the vehicle had not been involved in any motor vehicle accident. They confirmed the damage as the steering column, tail light, rear, and interior.The Company continued to follow up with [redacted] regarding the release of her vehicle, Phone calls were placed to her on February 20 and 21. She confirmed on February 21 the vehicle would be released and taken to a body shop. The body shop completed the estimate and requested an independent appraiser be assigned as they believed the vehicle to be a total loss.The vehicle was deemed a total loss on February 26. The vehicle was moved to [redacted] and photographed. In addition to the confirmed damage, there was additional, unrelated damage to the driver’s side front comer of the vehicle.[redacted] mailed in the duplicate title on March 17. She was advised by the Company that her keys had not been received. The same were received on March 24. The Company spoke with [redacted] and confirmed receipt of same. She stated her vehicle had good tires and no unrelated prior damage. She was advised the pre-inspection report would be requested from her agent. Once the report was received, the total loss value would be reviewed.The Company faxed a request for the pre-inspection report to the Agent on March 25. The Company contacted the agent again the following day and requested the report be sent. Additional calls were placed to the Agent on March 28, April 2, and April 3. On April 9 the Company was advised by the Agent there were no photographs or report available for [redacted]' s vehicle. [redacted] was advised of the above on April 10. She was advised the settlement offer would be the same.Upon receipt of this Complaint, the total loss evaluation has been re-reviewed by our Material Damage Unit, The initial appraiser had rated the interior as “below average” We have increased that rating to “average” and adjusted the value of the vehicle. The new vehicle value, reduced by her $500,00 deductible, is $1717.13. [redacted] was contacted, advised of the adjustment, and accepted the offer. Payment has been issued. A copy of the new evaluation is being mailed with the payment.Please call me if you have any questions or need additional information. I can be reached at ###-###-####.

I am rejecting this response because:Although their response is partially true I began sending receipts to the adjuster for rental reimbursement on 3.3.17 and still have not received payment for any receipts submitted.According to my policy, I am entitled to 30/ a day up to 900 dollars I've submitted 4 receipts thus far. At the close of my current rental I will submitt another receipt for reimbursement. Please assist me in this Bc I have waited long enough. I've been sending receipts since 3.3 HOWEVER  successful receipt of them  weren't confirmed until Wednesday 3.22.17. I was told I was only getting 258.00 back for rental reimbursement... this is untrue thus far 762.98 on receipts were submitted. Unsure how they only want to pay 258. And it has never been explained. Bc of all of the adjusters assigned to this case Tom S[redacted] is the only person who responds to my contact attempts. If an email address is provided I can send over the receipts. Regards,[redacted]

I have left a minimum of 5 messages over a period of almost 2 weeks. I have requested to speak to a manager, and just get answering machines. One of their customers rear ended me, and I need to have the financial side of my repairs handled.

April 13, 2016Dear [redacted]:This letter is in reference to the above-captioned complaint which was received in our office on April 6, 2016. What follows is a brief summary of our investigation and the reason for the action taken in regard to this claim.The loss was reported by our insured, [redacted]...

[redacted], on February 4, 2016. [redacted] reported that her vehicle was involved in an auto accident with [redacted], while being operated by the unlisted driver, [redacted]. The claim was reviewed and contact was established with [redacted] on February 8. [redacted] confirmed that after proceeding from a stop sign, she was struck by [redacted] was unable to provide any contact information for [redacted] and a copy of the police report was ordered.On February 19 contact was received from [redacted] and his statement was confirmed. Our appraiser then inspected [redacted]'s vehicle on February 22 when it was declared a total loss. [redacted] was notified about the same on February 25, but contact was still pending from our insured, [redacted].After making several attempts to contact our insured including the issuance of a reservation of rights, the file was reviewed on March 11 and determined that coverage will be provided for the loss. An offer of 85% was made to [redacted] for final settlement totaling $750.73 for his total loss.On April 8 we received notice from [redacted] disputing both our liability decision and our evaluation of his vehicle. He further requested to retain the salvage of the vehicle. After further review a revised offer was made to [redacted] on April 12 totaling $1,212.91 as a final settlement. Currently, we are pending [redacted]'s response to the updated offer.Please call me if you have any questions or need additional information. I can be reached at ###-###-####.Sincerely,Laura R.Director of Property Claims

January 24, 2014
Dear **. [redacted],
This letter is in response to the correspondence received from your office on 1/22/14. Please be advised that American Independent Insurance Company has completed its investigation into this matter. Upon receipt and review of all the...

damages Involved, an offer was extended to **. [redacted] to resolve her rental bill at 100% on 1/16/14 in the amount of $537.26. Upon receipt of the executed release payment will be promptly Issued.
Please feel free to contact me at should you have any questions or require further information.
Sincerely,

August 22, 2014Dear [redacted]:This letter is in reference to the above-captioned complaint which was received in our office on August 20, 2014. What follows is a brief summary of our investigation and the reason for the action taken in regard to this claim, -[redacted] reported his...

loss after hours on July 21, 2014. The loss was reported with limited information.The file was reviewed the same day. We contacted Lynnette Young who provided her statement regarding the loss. She stated while she was traveling on [redacted] St, an unknown vehicle exited a side street, struck her vehicle, and fled the scene. An appraiser was assigned to complete an estimatc.[redacted] advised on July 30 she wanted her vehicle taken to a repair shop of her choosing, [redacted]. With the supplement included, payment was issued on August 20, in the amount of $1876.75, The tow of $125,00 was included.Upon receipt of this Complaint, the file was reviewed and payment of the battery replacement has been approved. The repair shop will be contacted and once the invoice is received, payment will be issued.Please call me if you havc any questions or ncod additional information. I can be reached at ###-###-#### X[redacted]. -Sincerely,Laura R
Claims Manager American Independent Insurance Company

September 19, 2014
Dear [redacted]:This letter is in reference to the above-captioned complaint which was received in our office on September 16,2014. What follows is a brief summary of our investigation and the reason for the action taken in regard to this claim,[redacted]...

[redacted] reported this loss to our office on August 1, 2014. He reported his vehicle had been struck while parked. An appraiser was assigned to complete an estimate while the investigation was pending.The file was reviewed the following business day. Voice mails were left for both [redacted] and [redacted]. Contact letters were then mailed as follow up. [redacted] contacted us on August 5 and provided her statement. She confirmed she struck [redacted]'s vehicle.The estimate of damages was received on August 11, in the amount of $948.79. Payment was processed the same day to [redacted] also provided his statement regarding the facts of loss the same day.[redacted] contacted us on August 19 as he had not received the payment, The address on file was incorrect, A request was sent for the check to be stopped, the address was updated, and he was advised a new check would be issued once the stop pay was confirmed. He also stated that body shop refused to work on his vehicle as the supplement request bad been denied. There were pieces to the spoiler that were not covered, A call was placed to the body shop and they stated extra clips were needed as the spoiler had fallen off and was destroyed. This occurred becausc [redacted] had been operating his vehicle prior to the start of repairs.The appraiser was then contacted the same day. The appraiser confirmed from the estimate the vehicle needed a rear bumper cover and quarter panel time. The vehicle was cleared to be driven. He was called back out for a supplement and was notified at that time [redacted] was continuing to use his vehicle.He was advised the bumper had fallen off and the vehicle needed new clips and a bumper spoiler that were $400 a piece. He advised the shop [redacted] did not mitigate his damages, The appraiser reviewed the supplement' with his Supervisor and the request was denied. The body shop was promptly notified.During the discussion with the appraiser, we were notified that [redacted] is an employee in the parts department of the body shop where the repairs were being completed.Payment was mailed to the correct address on August 21. [redacted] contacted us for status on August 25. He was advised the payment hod been reissued. The supplement request was being rc-reviewcd. The decision to deny the supplement request was affirmed.[redacted]’s agent and body shop continued to contact us regarding the supplement. They were both advised on September 15 that again the supplement request would not be approved as the damages were unrelated to the impact*Please call me if you have any questions or need additional information. I can be reached at ###-###-#### [redacted].Sincerely,Laura RClaims Manager

This correspondence is in response to the inquiry filed regarding the collections balance.  Our records indicate that the named insured contacted our customer service office on 08/25/2015.  At that time, the named insured indicated they would provide a copy of their current automobile...

policy.  Once we are provided that document, we will adjust the cancellation date for this policy so there is no overlap in coverage.  Additionally, once the cancellation date has been amended, we will calcualte the new balance or refund that is owed to the insured. 
Sincerely,
Customer Service Operations Dept.

November 11, 2015Dear [redacted]:Please allow this letter to serve as a response to the above referenced complaint.Although our investigation revealed that our insured was the proximate cause of the accident, there are multiple property damage claims being presented against the policy. The subject...

policy provides $5,000.00 per-accident of property damage coverage. The total of all the damages is well in excess of the policy, and there is still one demand which has not been submitted yet.Because the total damages are in excess of the policy, American independent will not be able to offer any claimant the full amount of their damages. Rather, we will make offers based on a pro-rata division of the policy limits based on the proportion of each claimant's damages in relation to the total amount of damages.Our representative recently spoke with the insurance carrier handling the outstanding property damage claim, and they have informed us that their demand is not yet finalized. Once we receive the final demand, the available policy limits will be pro-rated, and we will promptly make offers to resolve all the pending property damage claims, including [redacted]s.If I can be of further assistance, or you need any additional information, feel free to contact me at [redacted], ext [redacted].Sincerely, Andrew F.Bodily injury Claims Supervisor

I had the worst experience here with this insurance company. I didn't see this coming at all. My car was parked and got hit and could not locate the driver that ran into the rear of my vehicle causing major damage. I call the insurance company the next day talk to a representative and wait for one that I'm assigned to which is Kirk m[redacted] Didn't get a call in the one two business days from him at all. I've been getting alot of runarounds. I mostly keep in contact with him to see the status of my case. I talked to him on the 12th of September and he says he sent the check on the 13th. And also says it takes 7-10 business days. And I call Toyota and they said they never received it. So I called Kirk again today which is the 23rd of September and he says he sent it out on the 20th of September. And says so any day now it should come. And he says,If it doesn't come by Tuesday call him. I'm so upset I still don't have a car to get around. This is a nightmare. After this, experience I'm not dealing with this company.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending 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.  However, no refund has been obtained.  I will proceed with my complaint until the funds are obtained.  Once obtained, I will close my complaint, cancel my meeting with [redacted] News and remove my [redacted] compliant. Please send me a timetable for the refund. 
Regards,
[redacted]

March 27, 2017Dear
[redacted]:We
are in receipt of your complaint dated March 23, 2017.  In
the complaint you indicate the complainant had concerns with the claim handling
in regards to the above referenced claim. We strive to keep our customers
satisfied and regret that [redacted]...

found our service inadequate.  Upon
receipt of this complaint, the supervisor reviewed the file and the issues
brought forward in the complaint and provided the following response to those
issues.This claim was reported to our company by
[redacted] on February 11, 2017, with limited information. The file was reviewed
the following business day and contact was made with [redacted] on February 13,
2017. [redacted] advised that while driving the vehicle listed on her policy, a
fire started in the engine compartment of her vehicle. [redacted] pulled off to
the side of the road. The fire to her vehicle then caused damage to a
subsequent parked vehicle. [redacted]’s vehicle was moved to a salvage yard at
our expense on February 13, 2017.On February 23, 2017 the file was
reassigned to an adjuster who specializes in the handling and investigation of
fire claims. The relevant paperwork was sent to [redacted] to be completed that
same day and again on March 3, 2017. [redacted]’s vehicle was also inspected by
our appraiser on February 24, 2017 and determined to be a total loss.On March 15, 2017 the completed paperwork
was received from [redacted]. On March 23, 2017, a letter of guarantee was
received from [redacted]’s lien holder, Regional Acceptance Corporation. The
letter confirms the settlement amount of $1,369.68. A check for this amount has
been issued to [redacted]’s lienholder on March 24, 2017. [redacted] has been
notified of the same. We have further requested for all rental invoices from
[redacted] to be reviewed for reimbursement under her policy.Should you have questions or comments or
require additional information, please feel free to contact me at the number
below.Sincerely,Marianne M.

To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: 
Approximately two weeks I inquired to Mr. M[redacted] about the result of their search for the assailant of the hit and run that damaged my vehicle. He informed at that time that they did attain a name of the assailant. We spoke briefly about the possibility of suing the assailant for the amount of the deductible as I was not at fault for the incident. As of today's date he has not gotten back to me about this inquiry. I would greatly appreciate clarity of my rights in this matter.
Regards,
[redacted]

December 8, 2015Dear [redacted]:
This letter is in reference to the above-captioned complaint which was received in our office on December 3, 2015. What follows is a brief summary of our investigation and the reason for the action taken in regard to this claim.
The...

listed driver on our policy, [redacted], reported this accident to our company on November 2, 2015. [redacted] reported that she had struck a deer while driving the insured vehicle on October 31. The file was reviewed by the adjuster the following business day and an attempt was made to contact [redacted] to discuss.The estimate for [redacted]'s vehicle was received on November 9 with an additional supplement on November 18. However, the same was not reviewed by the adjuster for payment until December 2 when a check had been issued and made payable to [redacted] and her body shop totaling $2,647.95.
Please call me if you have any questions or need additional information. I can be reached at ###-###-#### x[redacted].
Sincerely,
Laura R.
Director of Property Claims

December 8, 2015Dear [redacted]:This letter is in reference to the above-captioned complaint which was received in our office on December 3, 2015. What follows is a brief summary of our investigation and the reason for the action taken in regard to this claim.The listed driver on our policy,...

[redacted], reported this accident to our company on November 2, 2015. [redacted] reported that she had struck a deer while driving the insured vehicle on October 31. The file was reviewed by the adjuster the following business day and an attempt was made to contact [redacted] to discuss.The estimate for [redacted]'s vehicle was received on November 9 with an additional supplement on November 18. However, the same was not reviewed by the adjuster for payment until December 2 when a check had been issued and made payable to [redacted] and her body shop totaling $2,647.95.Please call me if you have any questions or need additional information. I can be reached at ###-###-#### x[redacted].Sincerely, Laura R.Director of Property Claims

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
American Independent Insurance Company knows that a vehicle they insure has caused damage to my vehicle. Not only have I stated that my vehicle was struck by [redacted] car, but also [redacted] has told American Independent Insurance Company that this has happened. [redacted] may not be on [redacted] insurance policy, but [redacted] has informed American Independent Insurance company that his vehicle caused damage to my vehicle so they need to take responsibility and pay for the damage caused to my vehicle. That is what insurance companies do. 
Regards,
[redacted]

Dear [redacted]
This letter is in reference to the above-captioned complaint which was received in our office on March 27, 2015. What follows is a brief summary of our investigation and the reason or the action taken in regard to this claim. Our named insured [redacted], and our insured...

driver, [redacted], reported this loss to our office on March 17,2015. It reported while [redacted] was traveling on Island Ave approaching a red light on Bartrum Ave, the other vehicle driver who was in the left lane merged to the right striking our insured's vehicle. When they reported the claim, they listed [redacted] address as being [redacted] which is also our named insured's address listed on his policy. The file was reviewed the same day and contact attempts were made to both [redacted] and [redacted], [redacted] advised the representative that she was in a meeting and to call back, when representative called back there was no answer. Follow up attempts to contact them both was made on March 19, again with no success. The next day we obtained a recorded statement from [redacted] where he confirmed that [redacted] is his wife. He also confirmed they were married about two months prior and she moved into his home about two weeks ago. She did have his permission to drive the vehicle. An ISO search was completed on [redacted] at this time that also placed her at our named insured's policy address since 2013. There is policy language that states there will no coverage provided for any unlisted household resident operating their insured vehicle. Due to this endorsement, the representative sent [redacted] and [redacted] a reservation of rights letter, citing the specific policy language. [redacted] gave the representative a statement on March 20. She advised she has lived at the policy address for two years. She did confirm they went through a seperation within those two years. The representative then contacted [redacted]. He stated [redacted] did not reside with him, She has been in and out of his residence. [redacted] stated that since she is not listed on the lease she does not live there. He did confirm that she did move back in after they were married. [redacted] then asked to speak with a Supervisor, where he again stated that [redacted] does not legally live with him since she is not listed on his lease, but did again confirm they did get married two months prior and she has been staying with him since. The police report was requested and received. The report confirms [redacted] address as [redacted]. The file was reviewed on March 26. It was determined based on the statements provided by [redacted] and [redacted], along with the ISO search and police report that coverage would not be provided for the loss as [redacted] being an unlisted household resident. Letters were drafted to [redacted] and [redacted] advising them of the coverage denial. I am attaching the following supports for your review; copies of the Coverage Denial letters, ISO search results, and the police report. The related policy language is cited in the Coverage Denial letters.Please call me if you have any questions or need additional information. I can be reached at ###-###-####.
Sincerely,
Laura [redacted]
Claims Manager
American Independent Insurance Company

April 11, 2017Dear [redacted]:This correspondence is in response to the inquiry filed on April 6, 2017. Thank you for allowing us the opportunity to respond to your concerns. We have updated the policy to reflect a new address provided by the Named Insured. We do not discuss, cancel or process any...

changes for anyone who is not of record. [redacted] is not a person of record in this case. To make such a change requested by [redacted], would be against Federal and State laws.Thank you for the opportunity to respond to the concerns addressed by [redacted]. If I can be of any further assistance, please contact meat the number below.Sincerely,Alice G.Asst. Product Manager

At this time, we have processed a refund in the amount of $179.64 back to the card on file that was used for the payment on 10/01/2016.  The cancelled policy will now reflect a balance owed in the amount of $179.64 and a final installment invoice will be sent to the insured.If [redacted] wishes to purchase a new policy, he will be required to pay this balance in full before a new policy quote can be provided to him.  [redacted] should also be aware that this insurance cancellation has been reported to the VA Department of Motor Vehicles for all vehicles that were listed on the policy at cancellation.Thank you for the opportunity to resolve [redacted]'s concerns.