Freedom Insurance

Review: I filed a claim with them Sept 04/2014 and it took them two months to get it resolved which cost me another [redacted] dollars for payments on car late fees interest and gap coverage decrease and car rental. and they refused to cover any costs that they cost me. They admitted in their notes multiple times that it was their fault that they took so long. it took a month just to get my car inspected and I had to call them yelling at them and they inspected it in the tow yard because they failed to even pick the car up from the tow yard. Gap insurance will only cover amount from date of accident so everyday the ins didn't pay my gap check covered less and less because car payments came up and passed and interest accrued every day. I had to pay to rent a car from a friend 25 dollars a day which added up. the customer service was so unacceptable, they never returned my calls or did anything they said they would. I left the manager three voice mails before I got a return call and she obviously didn't listen to them because she called me and said she didn't know anything about my situation. The pay off amount they got( a month after the claim) was suppose to be Sept 21 and the bank didnt get payment until 10/28 so more interest to me and late fees. I totaled my car on 09/03/2014 filed claim 09/04/14 the bank got payment 10/28/2014. So unacceptable. The only way I got them to do anything was to have my ins agent call and threaten to drop them as a ins company provider. This is the worst service I have ever had from any compamy ever. I'm not the type to seek revenge or anything but this was so out of line and [redacted] dollars is so much money when you have four kids to feed.Desired Settlement: Pay the amount I was out for interest late fees and car payments and rental because it took them so long to pay anything. I am out of pocket $[redacted]. its not fair I have to pay that amount because they can't do their job. no one can go two moths without a car. I have a full time job and a family to feed and take care of. My last ins had me a check within 2 weeks of my wreck with no problems.

Consumer

Response:

My Policy number is or was [redacted] and my claim number was [redacted]. I worked with [redacted] as claim rep and [redacted] as total loss rep. Thank you

Review: A person with this insurance hit me on 05/09/14.I call this insurance to open a claim on 05/13/14. All the time they said they were investigating, processing the claim and would call me back. It was not until 07/01/14 that my car was going to the shop for repairs. The shop manager explained to me the damage, he said he would only take a week and he made the arrangement to have a car rental.The problem was that I had to pay for the rented car and then they would reimburse me, there was no other option so we did it.The week passed and my car was not ready, the shop manager was always in communication with me, he explained me that in order to complete the repairs he needs to get the approval of the insurance assessor, and also explained that he was having trouble contacting the assessor, the assessor didn't answer calls and when He finally answered make an appointment to go and then the day agreed he not appeared, gave pretexts, until finally he went, gave him the approval and were able to complete the repairs.The week was extended to 17 days. And then the insurance company did not want to give me a refund, the insurance at first give me excuses saying that the manager of the shop had not said anything. I went straight to the shop, the manager call them in front of me, he explained to them the situation, they said they would investigate and finally just sent me a portion of what I pay, it's ridiculous I pay 532.22 for the car rental in July and they sent me a check for 329.10 and until September.Desired Settlement: They should be more honest, provide better service and at least return me all I pay for the rental car.

Business

Response:

Complaint ID: [redacted]After reviewing the claim file, we have concluded that the claimant was afforded reasonable rental reimbursement. Our timeline of the claims handling process supports that the shop caused delays that resulted in the prolonged time vehicle was in the shop. Claimant took her vehicle in for repairs mid-June and we issued a check for those initial repairs on 6/12/15; however, the issue below appears to be with the supplement. On 7/16/14 our independent appraisal company was still waiting on the shop to see if additional vehicle damages were found and on 7/30/15 a supplement was created and uploaded and payment was issued on 8/21/14.