Lighthouse Casualty Company

This complainant has filed a complaint with the IL Department of Insurance. I respectfully request this complaint be closed administratively since it is now beyond the purview of the Revdex.com.
Thank you,
[redacted]

Initial Business Response /* (1000, 13, 2015/07/31) */
At this time, the complainant has been paid for rental reimbursement as well as accepted a settlement offer.
We spoke with the auto body shop for consideration of repairs to the console audio system. The shop reviewed the damage and...

said this is not a result of the accident impact. Therefore, Lighthouse will not repair the audio system.
Thank you

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. Although, it took 6 1/2 weeks from when I first reported the acc[redacted]nt before everything was completely resolved. My final thoughts are that Lighthouse has horrible customer service. I spent at lease 10+ hours on the phone with them(most of which was being on hold). There is no excuse for a business to not return calls in a timely maner. I will be taking my business elswhere after this huge headache I had to deal with. Anyone who is cons[redacted]ring them for insurance, DO NOT GO WITH THEM! It's just sad that I had to file a complaint with the Revdex.com before anything got done. It's amazing how fast it was wrapped up after I did though. I hope that someone at Lighthouse will actually read this and make chages. They are despriately needed!
Sincerely,
[redacted]

The complainant was offered 100% of the estimate. However, Lighthouse does not pay betterment. Their bumper was severely rotted through from normal wear and tear on the left side. Photos reflect this previous damage to the bumper. Therefore, since the betterment is not covered, the offer reflected a deduction on  the repair.
At this time, the complainant must decide whether to accept the offer, process the claim through their own carrier or contact legal representation. If they decide to process the claim through their own carrier, the complainants can be reimbursed for their monies through subrogation.
Thank you,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I don't know why my calls were not listed. I have no control over that nor do I know it to be true. Alone with Ms. [redacted] calling leaving several messages, I spoke to Ms. [redacted], also [redacted]. Be that as it may, I did speak to Ms. [redacted] on the 1/28/16 and agreed to accept the check of about $340 as a guess estimation. However, they want me to use their facility that is considerable distance from my home and will not provide equal compensation on a rental if needed. I not familiar with the repair shop they recommend nor their quality of work. I went to a facility within my area and they said that they would not accept Lighthouse Casualty do to their payment history. Today, 2/01/16, I did call Mr. [redacted]  [redacted], the manager and we were able to straighten everything out. We made very acceptable arrangements and if followed through on, I will be satisfied.
Sincerely,
[redacted]

While we can certainly understand the complainant's hesitancy to send information over the internet, the only PII that is being submitted is his telephone number. He has provided that and more on this complaint alone. He can also submit the images here and I can send them to the appropriate claims team.
Thank you,
Nick [redacted]

Thank you for the opportunity to respond to this complaint.
The Lighthouse adjuster did speak with the complainant on 04/07/2016. He provided her a status update and explained the process to her. He also explained to her that if we did not hear from our insured that this, per the policy, is...

a breach of contract and the claim would be denied. The complainant then said she would get an attorney and the adjuster explained that this is our policy and an attorney would not help in this situation. The complainant then hung up the phone on the adjuster. We have ordered a police report, which it does not seem the complainant mentioned to the adjuster on 04/07/16 because he would have asked her for it, since she says she has one available. If the complainant would be so kind as to send a scan of the police report to [redacted]; we can then go ahead and move forward with the claim.Thank you,
[redacted]

Thank you for the opportunity to respond to this complaint.First, on behalf of Lighthouse Casualty Company, I would like to apologize to the complainant for our lack of response. I asked the adjuster to review the file and from the notes, I see that he reached out to the complainant and left a...

voicemail. He summarized the we are moving forward with this claim, he faxed the estimate to the body shop and issued payment for repairs.We hope this will allow for the complainant to find some resolution with this complaint and, again, we apologize for the lack of communication.Thank you again,[redacted]

Thank you for the opportunity to respond to this complaint.Per the claim notes, a check was mailed to the complainant for her BI claim. The check date is 11/14/16 which means it was probably mailed today. We hope this will provide a satisfactory outcome to the complainant.Thank you,[redacted]

If someone with this "LIGHTHOUSE" insurance hits your vehicle DO NOT WASTE YOUR TIME filing a claim!!! You would be better off if you had experienced a hit and run. This company is ran by crooks and unprofessional staff. They will do and say anything to deny your claim. Although the police report clearly stated that their policy holder hit my vehicle they will not assume responsibility because their client's statement says otherwise. Do not waste your time calling this place either, rather you call the general number or a direct number for the adjustor assigned to your claim they still will not answer the phone or return any phone calls despite many messages being left. I had to personally go to the main office on [redacted] N. [redacted] Ave. Chicago Il. to file my claim due to them not picking up their phone. As per my conversation earlier today with the Vice President of Claims at Lighthouse he does not care who I report them to. This is a poor excuse for a insurance company and I feel truly sorry for anyone who will ever have to come in contact with them. My car sat at the repair shop for 1 month and they even sent a estimator out to estimate the damages done to my vehicle by their policy holder and they still denied the claim. Did I mention nobody from there ever called to notify me that my claim was denied. I has to physically return to the office for a second time a month later and was told personally that they will not pay since the police report does not match their client's statement. This is the most ridiculous thing I have ever heard of. Since when do we not believe what the officer write on the official police report? They insisted that I go through my own insurance company, pay my deductible and have them fight for the money back which is the most unprofessional thing I have ever heard! Long story short I was without a car for a month in the freezing Chicago weather and had I never showed up to the office again I never would have found out they denied my claim...can we say what a waste of time!!!!!!! Disgusting, Disgraceful, Distasteful, and poor excuse of a company. I will keep my fingers crossed that they get shut down sooner than later before more people get hurt and have to go through what I went through.

Thank you for the opportunity to respond to this complaint.Per the claim notes, I see that an offer was extended on 06/20/2017 and Lighthouse is currently waiting on a call back/acceptance of the offer. Also, this claim was opened on 06/01/2017, the IL Department of Insurance set a guideline of 60...

days for a carrier to work towards when resolving a third party claim. While Lighthouse works to complete claims as quickly as possible, this incident involved multiple vehicles and we are working to a timely completion.Thank you again,[redacted]

Initial Business Response /* (1000, 8, 2015/01/28) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@lighthousecasualty.com
As Ms. [redacted] stated, she filed a claim with us online on January 15, 2015. A claim file was set up, her car was...

towed to a body shop, an estimate was completed, repairs were authorized, and a check for the repairs was issued on January 21, 2015, six days from the first report of the claim. We have also spoken to the other driver's insurance company and advised that we will be pursuing a claim for reimbursement of the amount paid as we do not feel that Ms. [redacted] is at fault for the accident. I hope this information explains our handling of this matter.

Thank you for the opportunity to respond to this complaint.
From reviewing the file, I have surmised that Ms. [redacted] spoke with Lighthouse representatives on 1/5, then again on 1/8. She spoke with one representative on 1/5 to provide her info on the claim. Then on 1/8 she spoke with the...

adjuster who explained to her that since she turned the claim over to her carrier, we would have to wait until her carrier submits subrogation. He explained the rental process and stated that he is reviewing liability. Also, he explained that until liability is established, he could not approve anything. He is attempting to order the police report, which at that time was unavailable but we will check again and he is awaiting the subrogation. The IL Department of Insurance provides a 60 day guideline to resolve claims and I believe Lighthouse is well within this timeframe.
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, 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]

Initial Business Response /* (1000, 8, 2015/04/28) */
Lighthouse Casualty made an offer to Ms. [redacted] on 04/21 which she accepted.We closed this file on the same day.
We apologize if there was some miscommunication during the claim process.
Thank you,
[redacted]

Thank yo for the opportunity to respond to this complaint.
First, Lighthouse would like to apologize to the complainant for the lateness of our response. She should not have had to wait so long for information. Unfortunately, at this time, it is determined that this person has no coverage...

with Lighthouse Casualty Company when this accident occurred; therefore this claim is denied. The adjuster reached out to the complainant and explained to her the circumstances then contacted the individual's agent who provided information on a possible secondary policy. The Lighthouse adjuster then contacted Ms. [redacted] and provided the information to her so perhaps the other company could be of assistance to her.Thank you again,
[redacted]

Thank you for the opportunity to respond to this complaint.
Since this third party claimant filed his complaint, I see from the files that he has been contacted numerous times. Most recently, the complainant said he would fax in his rental receipts as of June 1 and he said he would send...

them in to Lighthouse on June 2. As of today, we have not received anything from the complainant. Our total loss adjuster noted that as of June 2, we had not heard from the complainant and we sent him an offer letter. Currently we are awaiting his response as well as a copy of his title, to receipts and rental receipts for reimbursement.Thank you,
[redacted]

Thank you for the opportunity to respond to this complaint.
Per the claims notes, Lighthouse is still waiting on the photos from the claimant as of 08/09/16 when one of our Claims associates spoke with him. She informed the complainant that we are unable to open the file sent and asked him...

to resend the files individually. He refused.As of today, 08/15/2016, we are still waiting on these files from the complainant. I do not see anything received in the file from him as of yet.
Thank you,
Nick [redacted]

This claim occurred out-of-state and there were coverage issues and an undisclosed driver on this claim. Being an out-of-state claim, and in a state where Lighthouse does not write business, we either rely on photos from the insured or claimant, or we would send an independent company out to take photos of the vehicle and send them to us for review. Either way, the review would be based on photos sent. On 09/05/17, an adjuster spoke with the complainant about the approved estimate in the amount of $2952.58, he said he would like the check sent directly to the verified address, he also asked about rental and the adjuster informed him that Lighthouse would cover $20 a day but it is an out pocket expense, he may submit the receipt upon return of rental for reimbursement, he said he understood. We complied with his agreement and sent him a check for the agreed upon amount on 09/05/17 to the specified address. This claim is closed in our system now as we have fulfilled the agreement with the complainant.Thank you,[redacted]