Associated Construction

Complaint: [redacted]
I am rejecting this response because: The adjuster called me the day I filed the compalint. there has still been no resolution and I think that it is very unprofessional for a customer to have to call several times with no return phone call. this matter should have been taken care of a long time ago. The accident happened in Sept and we got sent to collections because they did not pay the claim nor did they send me correspondence regarding the claim.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I'm sorry but thanking someone did not affect at all the cost of a rental. The money being offered is not enough and I did googled it as recommended by Unique Insurance. I was told that they have seen rates for $17.99 googling it, unfortunately that is paid advertising from rental companies, usually not the actual amount. I already googled it. What is the purpose of this denial, for me to drop pursuing reliable transportation while my car which was hit by a Unique Insurance customer is in the shop?
Sincerely,
[redacted]

The business is still not conducting business in a professional or courteous manner. The problem has not been resolved.  It is my opinion that the complaint needs to remain until the issue is rectified, as well as alerting the public as a whole to steer clear of this insurance company.  They do not have their client's best interest at hand.  Nor do they wish to process legitimate claims. 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Thank you for the opportunity to respond to this complaint.While we can understand the frustration by the complainant, this accident involved multiple vehicles and sometimes the process will take longer when more people are involved. Vehicles needed to be appraised, supplement estimates reviewed,...

one claimant will only work "on her time line" and then we must await responses from claimant carriers as well. The complainant spoke with one of our adjusters on Friday, 08/12, he explained to her that we need information from one such carrier and she was upset but said she understood. We are working toward getting this claim resolved and hope to do so fairly soon.Thank you,[redacted]

Within the first month of this claim filed, Unique had the vehicle moved and notified the complainant that there was a coverage issue since there was an undisclosed driver at the time of the accident, with non-permissive use of the vehicle. We also called the insurance agent on 09/29/16 to discuss the claim and notify her of the status. The Unique associate explained the coverage issue and that we also needed the lien holder information, copy of the title; the agent said she understood the situation. The vehicle was then moved and later deemed a total loss. As of 10/14/16, the agent called again for a status and we explained that documentation had been sent to the complainant but not yet returned to Unique. the supervisor also explained to the agent that the complainant would be receiving a non-permissive use form which she would need to sign and return to us. The agent said she understood. On 11/28/16, the agent called again and we explained to her that we had not yet received the paperwork from the complainant. The agent told our associate that she understood and would contact the complainant. In December, a claims associate followed up with the complainant and explained our offer. The complainant said she understood the offer and provided a new mailing address. On 12/15/16, we received a call from the complainant who said she provided incorrect vehicle information on the proof of loss. The Unique rep faxed her a new one for completion. 12/19/16 is when we contacted the lien holder and the claim progressed as mentioned in my first response. At this time, our offers stands and once we receive the correct proof of loss and the power of attorney, we can finalize the claim.Thank you,[redacted]

Complaint: [redacted]
I am rejecting this response because:[redacted] is very unprofessional I actually accepted the offer and sent [redacted] the documents via email. Also how could my issue be with the offer when I was given poor customer service well before anything was done or offered. [redacted] is again speaking off of emotion instead of facts. I hope in the future he and his employees can handle these incidents in a more professional manner especially when they accepted full liability for this accident. A apology for distasteful behavior would have been sufficient, but no one was professional enough to do so.
Sincerely,
[redacted]

Thank you for the opportunity to respond to this complaint.The complainant did speak with a Unique supervisor and it was explained to him that material misrepresentation is grounds to cancel an insured's policy. There were issues with his previous record and while the complainant said the agent who...

wrote the endorsement ran his record, there is no record of this information in our files. The complainant did become aggressive with our staff on a few occasions as noted in our notes and also hung up on the claims supervisor in one instance. At the time, this claim remains a denial.Thank you,[redacted]

Again, this complainant had a vehicle with a great deal of betterment and rust issues. This issue was deemed non-accident related and the claim stands as is.Thank you again,[redacted]

Initial Business Response /* (1000, 5, 2015/10/27) */
Thank you for the opportunity to respond to this complaint.
I see from the notes that the complainant did, in fact, speak with Ms. [redacted] adjuster's supervisor) on 10/14 and she verified that the documents were received. The complainant...

did not like the shop where she was instructed to take her vehicle. The supervisor said she would have the adjuster follow up with a list of body shops.
Our adjuster phoned her on 10/23 and they discussed her options for repairs. It is noted in our records that she chose to utilize the services of the body shop originally chosen for the repairs. Her car is being fixed there.
Thank you,
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did speak with the adjuster on 10/23 but she did not provide ANY list to me (unfortunately, I was at work and felt that I had to answer the phone call if I did not want to wait who knows how long for another response). I DID NOT CHOOSE ANY BODY SHOP THAT DAY. My car is not being fixed there because I still have not received a list with other body shops AND I have not made any decisions. You should review your notes correctly, [redacted].
Final Business Response /* (4000, 9, 2015/10/28) */
My apologies, the note does say Pending. At this time, we are still waiting for this person to make her decision and we cannot move forward with the claim until she does. She should contact her adjuster once her decision is made.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]    yes they pay for 15 days in rental and they have agree to pay an extra 3 days for rental   I am going into 50 days and counting and still can not get a date on when my car will be fixed   they going to pay for 18 days I  will be paying for 32 days and counting cause I still have not receive the car. My deductible is $250.00 plus the tire they are charging me for $100.00. I work in a factory and do not make a lots of money they are draining my money, and they do not understand how I feel and why I feel this waywe are in  June this is from April

Thank you for the opportunity to respond to this complaint.Since [redacted] filed the complaint, her claim has been settled and is now closed. Her vehicle was a total loss, we have issued payments to the complainant and even just paid her sales tax for the vehicle in the amount of $908.25.We hope...

this settlement will satisfy [redacted] complaint.Thank you,[redacted]

Thank you for the opportunity to respond to this complaint.The complainant spoke with our adjuster on March 7, 2016. The adjuster notified her that she can take her vehicle to one of our preferred vendors to have it repaired. If she chooses to take it to a shop of her own, we will pay what our...

estimate entails and she will be responsible for the difference, per our policy. We negotiate prices with our vendors to ensure the best possible rates for our customers which other shops may not offer.The adjuster also suggested that if she was dissatisfied with out policy and procedures that she file a claim with her own carrier and allow them to subrogate for damages. Lastly, I would like to point out that the IL [redacted] has set a guideline of 60 days for an insurance company to use a goal for resolving a claim, Unique is well within this mark. Now, the claim is in the hands of the complainant and we await her decision.Thank you,[redacted]

Thank you for the opportunity to respond to this complaint.As of today, this claim has been processed and we are waiting on paperwork from the complainant to complete the file. As for her allegations that the adjuster and/or her supervisor were rude and unfriendly, I think you would be hard pressed...

to find anyone who is more professional and friendlier than these two people. Even in the most stressful situations, these two people always maintain themselves with even keeled demeanors.At this time, we are waiting on the paperwork from the complainant.Thank you,[redacted]

Thank you for the opportuity to reply to this complaint.Our adjuster did speak with the complainant on 04/25 and issued information about the estimate. HE also explained to her why she needed to pay more money than her deductible. One of her tires needed to be replaced due to betterment and we...

covered a portion of the tire and she is responsible for the remainder. The body shop could not let her vehicle leave without the new tire since it would have been a danger on the road. Our adjuster is contacting the complainant today to see if she is willing to move forward with the vehicle repairs.Thank you,[redacted]

On October 28, 2015, Unique made an offer to the complainant covering her medical bills and those of her family; which we feel is a more than generous offer. They were outlined in an email along with the releases to the complainant. On October 29th, the complainant contacted Unique rejecting the offer and requesting more money. Our adjuster notified her this offer is full and final. It appears to me that the complainants dissatisfaction with the offer is the outlying issue here. In fact, Unique's offer was increased by Claims management in an effort to afford the complainant and her family a more comfortable settlement.Unique stands behind the final offer made to the complainant.Thank you,[redacted]

Thank you for the opportunity to respond to this complaint.I see that Unique is still waiting on the accident report and the police report before moving forward. Unique has spoken with the insured's lien holder and spoke to the insured on 11/04. We explained to her that we are still waiting on some...

documentation. This claim was reported on 10/13/16 and per the IL Department of Insurance, a company has 40 days to use as a guideline to resolve a claim. At this time, Unique is within this guideline. Once the paperwork is received, the resolution should occur in a timely manner.Thank you,[redacted]

Complaint: [redacted]
I am rejecting this response because: I returned the call within 30 minutes and it went directly into voicemail. There has not been a callback the rest of Friday or all day today. My attempt today was another call that just rang and rang then went into voicemail
Sincerely,
[redacted]

Thank you for the opportunity to respond to this complaint.Per the adjuster's notes, we are in the process of attempting to contact our insured. Unique has attempted to contact the insured and the driver, who we believe to be undisclosed thereby causing a coverage issue. Once we are in contact with...

either of these people, we can continue with the claim.Thank you,[redacted]

Complaint: [redacted]
I am rejecting this response because: You all fail to realize that your lack of communication from the adjuster has a lot to do with the length of time the car has been in the shop. He failed to communicate to myself, mother,  and or the the first auto body shop any preliminary results. Like I stated before if I knew any information about labor hours or damage cost in the beginning I could have either moved of gotten the car fixed at the first shop. The owner and I discussed further actions if I decided to. The only reason I moved the vehicle from there was because you all didn't relate anything and time was going by and the car was not being worked on. The whole thing is that you have to just take responsibility for your actions and that's all. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/01/23) */
Contact Name and Title: [redacted] adjuster
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@uniqueinsuranceco.com
Mr. [redacted] claim has been resolved for repairs on his vehicle to the given shop [redacted]'s [redacted] and payment has been...

processed.