Countrywide Insurance Company

Review: Country Wide's insured rear-ended me. Since I do not have collision on my vehicle, I have had to ATTEMPT to collect damages through this insurance provider. My insurance - Progressive - has been extremely helpful and professional. It's a HUGE comparison to the rudeness and unprofessional behavior of the people at Country Wide. I regret not having more comprehensive coverage and will switch after this so that I don't have to deal with scam companies such as this one! To get to the details: I was bullied by the driver of the vehicle into not calling the police at the scene of the accident. I feared that he deliberately hit my vehicle because he said, "You cut me off back there." I said, "So this is out of revenge?" He smiled. I was frightened. I said, "My head hurts," and he laughed! He gave me his phone number, which was in operation the day of the accident, but surprise surprise, was shut off the next day. I immediately filed a police report and my insurance tracked down his insurance (I was smart enough to take the plate number - dumb about everything else). So when I called Country Wide they answered the phone in a curt manner, didn't take many details about the accident that Progressive did and then said that someone would be contacting me within 24-48 hours. Okay, why no one would be able to call me that day or the next is beyond me. But 48 hours came and went and no on called. I had called and left a message for the claims person asking for them to please respond quickly because I was from out of state and my car wasn't drivable until I got my exhaust fixed. She didn't call back. (Everyone I'd talked to answered with a sharp, "Hello," no, "Hi, my name is, how may I help you," or any of that... Progressive called them and he called right back. He said, "I hate to be the bearer of bad news... but... this doesn't look good. She was short with me on the phone and gave no details. She said that they'd call you in 72 hours." I said, "What?" What Progressive had told me was that the company had 5 days to inspect my vehicle. 72 hours would make it far past that time. I said, "I don't think they should be in business." He said, "Uh... I wouldn't disagree." So now I'm stuck out of state, with 1500 dollars worth of damages and I have this bad feeling that Country Wide never has plans to return my calls or inspect my vehicle. HOW DO THEY GET AWAY WITH THIS? They won't offer me a rental car. They won't tell me if they've spoken to the driver. NOTHING. My only choice, I fear, is to take my own photographs, pay out of pocket so that I can GO HOME and take them to court later. On top of this I've had a headache ever since the day of the accident. This company is darn lucky I don't go to the doctor and find out what BODILY injury I have as well. WHY ARE THEY IN BUSINESS??? I've never dealt with any place like this before.Desired Settlement: I want someone to inspect my vehicle (or if it's past 5 days, look at photos) and pay up! I was rear-ended, scammed.

Business

Response:

Dear Mediator:

We are in receipt of and acknowledge the above referenced complaint received by the Company. We have investigated this matter and the results of our investigation reveal the following.

This complaint pertains to property damage and is filed by the claimant.

This loss occurred on 8/*/13, and was reported to the Company on 8/*/13 by the claimant. A file was created and an independent appraisal was requested. Loss reports were sent to all parties.

The inspection report was received on 8/*/13.

The settlement of this claim was delayed on 8/**/13 pending receipt of both versions of the loss and police report.

Regarding rental reimbursement, there is no record of rental bill or receipt received from the claimant. This claim will be reviewed upon receipt of the rental bill and proof of payment.

We believe we have acted within the rules and regulations of the New York State Insurance Department in the handling of this matter and are of the opinion that this complaint is not justified.

Very truly yours,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:[Your Answer Here]

Your insured driver changed his phone number so that I could not contact him the day after the accident. I immediately called the police department and then my insurance company. It took a day for Progressive to track down what insurance he carried. Once I was informed that the driver had Country-Wide I immediately called. I gave all of the details of the accident over the phone and was told that I would receive a call from 24-48 hours from a claim representative. Well... that never happened. I called and left a message explaining that I was from out of town and needed the vehicle to be inspected so that I could drive it back to my state. Although I only have collision and uninsured motorist on my vehicle, a Progressive representative also attempted to contact the Country-Wide claim representative. My insurance guy at Progressive said that the news was not good... that the Country-Wide representative was short with him on the phone and would provide no information. He told me that she said that she'd contact me within 48-72 hours. Well... those hours came and went and no phone call! Meanwhile my car was sitting at the repair shop waiting for them to inspect the car. I researched NY insurance law and discovered that insurance companies have 6 business days to inspect vehicles involved in accidents or they waive their rights to inspect the vehicles. So I decided to take the car back without repairing it and drive it locally until the 6 days were up. When I went to retrieve the car one of the mechanics said that Country-Wide had called and that they were going to inspect my vehicle that day. So... I left the car. I asked that the repair shop call when Country-Wide had inspected my vehicle so that I could then repair my car and drive it home! The day passed, however, and Country-Wide never came. I waited the full 6 business days and they never came. So I had to pay out of pocket to fix the vehicle. The total cost was over 1,000 dollars, which was actually a deal because the repair shop got cheaper parts since my car had sat there for so long.

I needed my car to drive to Maine to work on a project so I just got back to Rhode Island to find extra paperwork that Country-Wide is requesting. It is the exact information that I provided over the phone and in the police report that I filed and mailed 2 days after the accident. It's unclear to me why they can't move forward without getting their driver's version of events when he is clearly trying to avoid the situation. And if the driver did not fill out a police report then his license is suspended. I also don't know why it's my job to give them the police report when it should be available to them. None the less I will mail everything they are asking of me.

As far as me renting a car: I could not do so under Country-Wide's guidelines. They sent paperwork stating they will only pay 30 dollars a day and it is my job to find and rent the car. What car rental place charges 30 dollars a day?

Where this company fails most severely is their utter lack of communication. Not one person has tried to contact me by phone and the only contact I've received is a checklist of what they require in the mail.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear Mediator:

We are in receipt of and acknowledge the above referenced complaint received by the Company. We have investigated this matter and the results of our investigation reveal the following.

This complaint pertains to property damage and rental reimbursement. This complaint is filed by the claimant.

Please be advised that a prior response was sent to your office on 8/**/13. For your convenience a copy of our response is attached.

This claim is still delayed pending a statement from our insured. The insured' s statement has not been received to date. As there was no police report filed on this matter, our insured's version of loss is necessary to evaluate this claim.

Regarding rental reimbursement, the claimant has not provided any rental bill or receipt to date. Please note that there is no provision in our policy that predetermines or pre­ authorizes rental. Instead, after completing the appraisal it is then determined the number of days for repairs which translates into downtime/rental time.

The Company does not do direct payment to the rental company. Under the terms of this policy, the claimant must submit the paid receipt at which time rental will be considered at $25 per day for up to 10 days less his contributory negligence. We are unable to make any offer without any such submission.

We believe we have acted within the rules and regulations of the New York State Insurance Department in the handling of this matter and are of the opinion that this complaint is not justified.

Very truly yours,

Review: It has been 9 plus months, so the details may be a bit foggy to me. But basically it all started on April [redacted], 2014 when I was rear-ended while stopped in traffic, by a client of Countrywide Insurance Co. It is now January [redacted], 2015, and I still do not have my car back and repaired. I had originally acquired a rental car to get to and from work on May [redacted], 2014. But because payments towards the rental were never made by any insurance company (mind you Hertz was given claim numbers), the rental was ultimately repossessed one early morning a few months later. Now after contacting progressive insurance and complaining, I was told that both them and Countrywide have come to an agreement to each pay 50% of the property damages. Progressive has been great, and has cooperated fully. Countrywide on the other hand, has not. Its nearly impossible to get in touch with them. The person in charge of the Claims Department, [redacted], is basically a ghost. I call and leave messages and never receive a call back. The property damage quote that he has presented to me is not even close to the 50% they have agreed upon. I have come to the point that I have no idea what to do anymore. The amount of stress, aggravation, and anxiety that I have from all of this, is unbearable.Desired Settlement: $8,021.63 from Countrywide Insurance, to cover auto body repairs, and money owed for car rental. So I can get my life back into order.

Review: I had an automobile accident with my car which has already been repaired. During the repair of my vehicle I was prompted by the insurance company to rent a vehicle which I had to pay for first and then submit the bill to the insurance company to be reimbursed afterwards. It has now been three months after the accident and I still have not been reimbursed by the company. The company A. Does not wish to give me a full reimbursement of 584.89 but are trying to give me only 300.00. B. They state I must fill out forms that clearly state that I would be selling my vehicle for 300.00 instead of reimbursing me for the rental as previously stated. C. Countrywide is attempting to write off my car as if it was a total loss which it is not and steal my car through fraud.Desired Settlement: I would like to be refunded the full amount of the car rental as The Insurance company had stated they would do in an expeditious manner without signing additional forms to steal my car!

Review: Countrywide car insurance is the worst agency I have ever had any contact with. I had a no fault accident and the other person's insurance company took better care of me than Countrywide. I have continued to receive hospital bills that I have forwarded to Countrywide to no avail. I have attempted contacting Countrywide several times (all of which are documented). The first attempt I waited for 53 minutes before having a customer service rep answer and immediately hang up. The following day I attempted again and waited for 36 minutes when the customer service agent transferred me to the only person who she said was able to assist me because he was the one working on my claim from over one year ago. That person never returned my call. I left a message with the person a week later, also to no avail. I left a message for a supervisor who also failed to return my call. I sent in the form they asked me for 3 times, yet no one has contacted me to let me know they received it.

Now a collection agency has placed the medical bill on my credit report and I am unable to contact Countrywide to resolve this issue. The collection agency has been unable to contact Countrywide and no longer wishes to attempt to contact themDesired Settlement: I should not have to pay anything for the level of service I received as I believe that the insurance company failed to do the job it is contracted to do. I would also like them to finally contact me so I can give them the fax # to the collection agency so they can inform them of my claim # and inform them that they are responsible for the bill, or direct them to the other insurance company ([redacted]). I will remove my complaint once the collection statement is removed from my credit report.

Review: My car was involved in a no-fault car accident on 09/**/2013. I filed a claim to Country-wide insurance company on the same date. I have submitted the documents and forms that the company requested. The company agent came out to the mechanic shop to estimate the damage and repair coast on 09/**/2013. Since then, there is no further communication regarding the status of my claim. The car has been fixed. But I can not pick it up because there has been no payment. The mechanic starts charging the storage fee which the insurance company said they will not pay. I have called the agent [redacted] at ###-###-#### EXT [redacted] in order to inquire the status of my claim on 10/**/2013. There is no response from her. So, what is my option? Go I have to pay the storage fee until the insurance company completes their work no matter how long it will take? It doesn't make sense. They should have let me know at the begining.Desired Settlement: Inform me the status of the claim and immediate settlement of the claim so that I can pick up my car from the mechanic.

Business

Response:

Dear Mediator:

We are in receipt of and acknowledge the above referenced complaint received by the Company. We have investigated this matter and the results of our investigation reveal the following.

The complainant claim has been resolved; payment was issued in the amount of $3717.64. Storage charges are not applied on repairable vehicle.

We believe we have acted within the rules and regulations of the New York State Insurance Department in the handling of this matter and are of the opinion that this complaint is not justified.

Review: This company that I currently pay Liability insurance to is claiming I did a Hit and run on 5/**/13 by an [redacted]. No police report, they have a different car and a different person. Supposedly in a town I have not been to in years. They have threatened to cancel my insurance for failure to respond to this False/bogus claim yet you can not get anyone on the phone, Only two time's I spoke with a [redacted] (If she ever answers) she agreed the story did not add up, she did not respond to my Insurance Fraud Statement.Desired Settlement: I want this damaging claim taken off my record immediately. I want this company to stop contacting me about this bogus claim. I want proof of release of this false claim.

Consumer

Response:

At this time, I have not been contacted by Countrywide Insurance Company regarding complaint ID [redacted].

Sincerely,

Review: I called to report and accident on friday july [redacted]. I submitted a police report the following monday to make sure I had my ducks in a row. I heard nothing from them, finally on tuesday decided to call and was transferred to 3 different people. No one had any idea about a claim or even what I was talking about, at the same time their client never even reported the accident. This past friday I had an adjuster come to my job to write out an estimate and was told by monday country wide should have made a decision. I Monday I received a call from girlie asking how SHE COULD HELP ME???? I asked her why I havent heard anything and she explained she didnt receive the police report or other paper work needed, I immediately sent everything over by email and she responded to the email stating she received everything. Yesterday I call because I still havent heard anything, she tells me she hasnt received the estimate yet, so I call the company who came to give me the estimate and they tell me they sent it to them the day before at 6pm.. I than call girlie back and explain this to her.. her response was "ohhh ill have to check on that and get back to you" and I still have not heard anything, even after 2 phone calls..I called y insurance company and asked them to place a call.. she immediately answered them stating she hasnt had time to review my claim! my bumper is hanging on by 1 screw! I informed them of this the day of the accident, and how I did not feel comfortable driving.. I can not seem to get any answers, and I have been waiting almost 2 weeks.. this company is horrible and has horrible reviews.. I dont understand how a horrible company as such still remains in businessDesired Settlement: I would like my car fixed asap.. I would like my phone calls returned in a timely manner, thats how a business should operate.. and I would like further investigation as to how a business with a horrible Revdex.com grade still remains in business after so many complaints. I am a responsible driver, my car is brand new.. while this may not seem like something they should be rushing to take care of.. THEIR client hit me, and I dont feel comfortable driving my car

Review: One of their customer hit my car two months ago and I keep calling them to ask for compensation of my car, while no one answers my call and I never get any call back after I left voice messages. It has been two months., how long do they need to investigate the accident? I have to take subway to work for two months.

Consumer

Response:

At this time, I have not been contacted by Countrywide Insurance Company regarding complaint ID [redacted].

Sincerely,

Review: Country Wide Insurance customer, (vehicle #2) caused an accident have done damages to my car, among other things. Countrywide inspector conducted an inspection of my car (vehicle #1) Monday Nov *, 2015. Inspector told me that before Wed Nov ** I will be hearing from Countrywide. I have been calling Countrywide, with numerous messages and to various departments with NO returned call/call back. After waiting for 30 min to speak to someone, he abruptly transferred me to “Supervisor” which is another answering machine. I left more messages, and not even a call back from Countrywide. The Countrywide contact person for my case is Girlie B[redacted]Desired Settlement: Conclude their customer’s fault to my now inoperable vehicle due to their customer caused damages to my car since over a month now.

Review: On September **, a NY driver struck my vehicle as well as 2 others a short time later and fled the scene.

It took seven weeks for the precinct to get a police report to my insurance company. From there, my agent told me the name of the offending vehicles insurance company and policy number.

On or around November **a claim was filed with Countrywide Insurance, policy vs[redacted]

and was assigned claim number [redacted]. This number was replaced some weeks later with [redacted]. On November [redacted] I called to get an update on the claim but was informed that Countrywide would first attempt to obtain a statement from their insured so there was no movement with the claim.

I called again one week later and was told that the insured was to responding to phone calls so a letter would be mailed. I checked back one week later and again, the insured was not responding. I was told that a special investigations unit would be dispatched to the insured address on file. That was the first week of December and since then there has been no activity with this claim. No further attempts to reach the insured, no contact with me and my vehicle remains damaged. It has been over a month since I was told a special investigations unit would be sent to the insured’s residence yet that has not happened. So far, Countrywide has done nothing except give their insured time to repair his vehicle privately so that he could then deny ever being involved in any accidents. Countrywide by its own negligence is aiding another in a fraud. I left voicemail messages with my claims examiner on January [redacted] 2014, January [redacted] 2014 and again on January [redacted] 2014. In my last phone call to Countrywide I reached out to my examiners [redacted], [redacted] and was then informed that my claims examiner was no longer with Countrywide yet his voicemail still receives messages and I received no letter advising that on a certain date my claim would be handled by another examiner. The copy of the damage report drafted by an agent of Countrywide completely omits a damaged fender, when I brought this to the attention of the then claims examiner, [redacted], he told me he’d have someone from that dept call me. As of this writing, no one from Countrywide has called me.

This is deplorable customer service on every level. I will also be filing a complaint with the NY Revdex.com office as well as any consumer forum or social media outlet available to me.Desired Settlement: I want my vehicle repaired.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

A guy insured with this company hit my BMW while it was parked and unattended . I had to pay out of pocket 4 a rental car but supposedly I will get reimbursed. My car has been done for 3wks now and Countrywide still hasn't paid. Everyday I call they find a way 2 delay the process. Though I have explained I haven't been to work for 3wks now because I have no transportation. It takes them 24-48hr to receive a fax. I have 2 call 4 an entire week just 2 see if they received it. I am 0% at fault and this has already caused me 700 for a rental plus time from work. I am taking 2cabs round trip a day just 2 get my 6yr old 2 school. This has been very unfair and rough 4 me! This company should really go out of business!