Lighthouse Casualty Company

This complainant, again, has the terms of the offer. Per our policy, if a claimant uses a shop different from one of our vendors, the claimant is responsible for the difference in price of the repairs. We have offered a viable avenue for his vehicle to be repaired and he wishes to use his own shop. The complainant can also go to his carrier, use his shop thru that carrier then they can subrogate for any moneys at that time. At this time, we await the complainant's decision on the offered made him.Thank you,[redacted]

Thank you for the opportunity to respond to this complaint.
Our adjuster has contacted the complainant about issues he has had with his claim. Due to a personnel change in our appraisal department, the adjuster was unaware that the vehicle had not yet been viewed. Our adjuster apologized to the complainant and explained the situation. He is sending the estimate and photos of his vehicle directly so there will be no need to reassign an appraisal. We should have an offer expedited to the complainant within the next few days and hope to have the claim resolved within the week.
Thank you,
Nick [redacted]

Thank you for the opportunity to respond to this complaint.
I would like to point out that Lighthouse is well within the state mandated gu[redacted]line of 40 days to use as a resolution gu[redacted]line. I would also like to point out that this gent[redacted]n did in deed contact us looking for a higher...

amount for his vehicle but we explained that we used a different system and one which is used by almost every insurance company, CCC. When one f the Claims associates spoke to him on 10/04/16, she notified him that we were waiting on paperwork from his lien holder as we need a copy of the title to complete resolution. She then reached out to the complainant on 10/12/16 and explained that we have called the lien holder twice now to no avail.  We later received the needed items and a check was sent for payment.At this time, this claim is closed in our files.
Thank you again,
[redacted]

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.
It is unfortunate that it took us having to file a complaint to get a response from the company.
Sincerely,
[redacted]

Thank you for the opportunity to respond to this complaint.
Lighthouse apologizes for the delay in resolving this claim....

Our adjuster has contacted the Action Development Corporation; their estimate was approved and a payment for the full amount was issued. This claim is closed.Thank you again,
[redacted]

Thank you for the opportunity to respond to this complaint.First, allow me to apologize on behalf of Lighthouse Casualty for the lack of attention to this claim. While we are not in the business of dragging our feet, I feel we did just that this time and I will speak with the VP of Claims about this...

issue. Secondly, I see from the notes that this vehicle is a total loss and the total loss team has been in touch with the complainant to discuss what happens next in this instance. A settlement offer is being processed and the complainant should hear from the adjuster early this week. I will discuss with the adjuster to ensure this occurs sooner rather than later.Thank you again,[redacted]

Thank you for the opportunity to respond to this complaint. My apologies for the lateness of my response.After speaking with the supervisor of the handling team, and in spite of the non-cooperation of our insured, Lighthouse will contact the complainant with resolution to this claim. She should hear...

from our team shortly.Lighthouse apologizes for the lack of communication but please know our goal is never to prolong the claim period.Thank you,[redacted]

Thank you for the opportunity to respond to this complaint.Per the claim notes, I see that a settlement letter was sent out on 08/08/2016. The letter outlines in detail the offer extended and information for the respondent to contact the Lighthouse adjuster to provide an answer.Thank you,[redacted]

Initial Business Response /* (1000, 8, 2015/04/28) */
We have been in contact with Mr. [redacted]'s insurance company and notified them of our offer, as of 04/14.
We sent them the offer and left a message but still no response. We, too, like Mr. [redacted], would like to complete this claim, however, we...

have not heard back from his company.
We understand this has been a long process and at times the complainant may feel like we hadn't called him back in a timely manner. However, we may have been waiting for documentation, such as a police report for example, and were waiting to gain this info to update the claim before contacting them back. Lighthouse Casualty must complete their investigation in order to safeguard our insureds over the claim process.
Thank you,
[redacted]
Initial Consumer Rebuttal /* (3000, 10, 2015/04/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response is not accurate. [redacted] has contacted them the following day on 4/15 with no response since. So to say we are waiting to hear back is completely false, if they ever decided to check their voicemails and return calls they will notice [redacted] is awaiting a response from them not the other way around. These third rate insurance companies are such a fraud and unethical by not paying claims out. I am appalled to have to contact them as it always leads to dishonestly and illegal code of conduct. I am looking for resolution to never have to work with them again and add to the list of poor reviews as a clear sign of how this organization should be further reviewed by the Revdex.com.
Final Business Response /* (4000, 12, 2015/05/05) */
Lighthouse negotiated a settlement between Mr. [redacted]'s carrier. We settled on an agreement and the claim amount was agreed upon by both parties.
Lighthouse received the signed settlement document and the check was requested and sent via USPS.
Thank you,
[redacted]

Thank you for the opportunity to respond to this complaint.After reviewing the claim notes, I see that the Lighthouse Claims team has been in touch with the complainant and that we are waiting on a word from the insured. At this time, we remain seeking a statement from our insured. I will ask the...

claims team handling this incident to reach out to the insured again and be sure to make note of the claim until she is reached. Lighthouse apologizes to the complainant for the lack of communication.Thank you,[redacted]

Complaint: [redacted]
I am rejecting this response because: MY ORIGINAL RENTAL RECEIPTS WERE FAXED OVER ON...

APRIL 11, 2017. I NEVER RECEIVED A PHONE CALL OR EMAIL TO CONFIRM THEY WERE RECEIVED HOWEVER I HAVE MY CONFORMATION PAGE STATING THE COMPANY RECEIVED THEM. I CALLED [redacted] ALMOST EVERY DAY FROM THIS POINT ON SIMPLY TRYING TO GET SOME CLAIRTY AS TO WHAT WAS GOING ON AFTER I FAXED THEM. AFTER ABOUT 2 WEEKS SHE FINALLY RETURNED MY PHONE CALL AND STATED SHE COULD NOT READ THEM COULD I EMAIL THEM TO HER. AT THIS TIME I SENT HER A EMAIL AND IN MY EMAIL I ASKED HER TO CONFIRM THAT SHE RECEIVED THE EMAIL AND ASKED HER IF ANYTHING ELSE WAS NEEDED. AGAIN SHE NEVER RESPONDED TO MY EMAIL AND I CONTINUED TO CALL HER EVERY DAY LEAVING VOICE MESSAGES AND SHE NEVER RETURNED MY CALL. IT WASNT UNTIL I EMAILED THE Revdex.com THAT I GOT A PHONE CALL STATING MY CHECK WAS IN THE MAIL. THIS WAS ALMOST 2 MONTHS OF ME CALLING AND EMAILING HER. THIS WAS UNACCEPTABLE FROM HER SHE COULD HAVE AT LEAST RETURNED MY CALLS OR EMAILS TO GIVE ME A STATUS AS TO WHAT WAS GOING ON OR IF SHE REQUIRED ANY ADDITIONAL INFORMATION INSTEAD I RECEIVED NOTHING. I DID FINALLY GET MY CHECK ON WEDNESDAY JUNE 7, 2017.
Sincerely,
[redacted]

Thank you for the opportunity to respond to this complaint.
The complainant is correct, we do have a police report however, due to coverage issues, we are still investigating this claim. Lighthouse apologizes if it is taking longer than anticipated but we are working toward the resolution....

Getting no cooperation from our insured would breach our policy and therefore we would be able to deny the claim. We ask that the complainant to be patient while we conduct a full investigation in to the coverage of the claim.Thank you again,
[redacted]

Thank you for the opportunity to respond to this complaint.
The Lighthouse adjuster handling this file is very close to completing resolution. There are many people involved in this accident and we are awaiting response from one last inusrer. Due to the recent holiday, their office was...

closed so we are hoping to contact her today or tomorrow then will be able to move forward with offers to all claimants.Thank you,
[redacted]

I don't agree with the desicion that they made with my claim I will be getting a lawyer & fighting the case. Lighthouse said that my car was not covered & I had paid them with debit card for my coverage for my car! They said that my car wasn't covered because when my insurance was paid on the same day & came out of my account, the same day! They said that they couldn't cover my car after the fact they already picked my car up & had examined the car! I never once through this whole claim talked to the adjuster of my case/claim, the people who I got my car through talked to them but they never once brought up the subject of not covering my car! I will not recommend this insurance company to anyone

Thank you for the opportunity to reply to this complaint.The complainant has contacted Lighthouse Casualty numerous times over the past few weeks; each time it has been explained to her that we are in process of investigating the claim. While we certainly understand that she would like a resolution,...

it takes time to gather information especially when liability is not determined in a collision. I will ask the claims team to review the claim in light of new information in the file and contact the complainant. Please note, the IL Department of Insurance provides a guideline of 60 days to resolve a claim for claimants. While Lighthouse looks to resolve the claim in a more timely manner, we are well within this guideline.Thank you,[redacted]

This complainant's estimate lists the framework as a concern to be closely investigated and that there may be a need for a supplemental estimate once the tear down is complete. At that time, the body shop will review any additional damages and send a revised estimate to the company. Our physical damage department will review the estimate and provide a response on the supplemental.As to the other complaints about our company process, this is part of our company policy. If the complainant would like to go through his own company and have them subrogate, he is able to do that. This was discussed early on in the process with him.Thank you,[redacted]

Initial Business Response /* (1000, 5, 2015/08/21) */
Thank you for the opportunity to respond to this complaint.
The Lighthouse adjuster, [redacted] discussed this claim with Ms. [redacted] just yesterday. She said she had a new estimate to send us and would fax it today. We have not received...

this fax as of yet.
Originally, we asked the complainant to take the car to one of our preferred vendors, Auto Beautifiers. They returned an estimate and we made an offer to cover 50% of the charges. The complainant declined the offer. Mr. [redacted] then offered to cover 70% of the charges and she declined again.
She decided to take her vehicle to a body shop of her own choice and returned a higher amount estimate.
Mr. [redacted] is awaiting yet another estimate and will make a decision at that time. Had the offers not been declined by the complainant, her car would have been repaired already and the claim closed.
Thank you,
[redacted]

Per the claim notes, we have left messages for the driver in question to return calls but no response. I have notified the claims adjuster of the Revdex.com complaint and asked her  to follow up with the insured. Again, this morning, she left a message and asked for a return call. I see that the complainant called Lighthouse to ask if they indeed had called the insured today, our representative told her that we had but cannot reach the person in question until after 5 pm.Again, I stipulate that we are well within the guideline set by the IL Department of Insurance in working to resolve this claim.Thank you again,[redacted]

Initial Business Response /* (1000, 5, 2015/02/25) */
The complainant filed a claim with Lighthouse on February 9, 2015 based on an accident from February 5, 2015.
We spoke to the insured, or his representative, on several occasions and lastly, spoke with his mother, who later OK-ed the work...

to begin on his vehicle. She said she had worked in insurance and understood that Lighthouse was completing its due diligence. We contacted the insured to notify him that his mother approved the repairs to begin on his vehicle. He agreed as well.
We settled the claim on February 19, 2015, faxed the approval to the body shop and issued payment for the repairs.
His claim is now closed and his vehicle is in the process of being fixed. Thank you

Thank you for the opportunity to respond to this complaint.As of August 3rd, Lighthouse notified the insured that the repairs were under the deductible amount with no further action needed. Today, we had one of our claims associates contact the complainant to review the situation. The complainant...

said they will submit the estimate and invoice for the repairs and Lighthouse will review the documents once received for consideration of further actions.Thank you,[redacted]