Lighthouse Casualty Company

Thank you for the opportunity to respond to this complaint.
Lighthouse apologizes that Mr. [redacted] has had a communication issue with his adjuster. I spoke with her earlier and she said she has honestly not received a message from him. She called the complainant earlier today to notify him...

that the estimate was approved and we can move forward with the repairs. She is awaiting his return call.Thank you again,
[redacted]

I have lighthouse as my insurer and I recently was in a accident. I went online to see what kind of experience I should expect when dealing with Lighthouse and I horrified at all the negative reviews. I also thought that maybe these were outliers and still had faith they would help me get through was has already been a trying situation. Unfortunately everything is playing out as I have read. My adjuster is ducking my calls as well as those from the other party in the accident. The day after the incident I called and spoke to Venus to find out if I needed to do anything else other than get the car towed to the auto shop they chose. She said no, and said I should wait to hear from her. 2 days later (which means they mailed it out the day I spoke with her) I received a letter saying they need to further review everything (no reason given) and that THEY WILL NOT BE REPAIRING MY VEHICLE ANY TIME SOON. The letter went on to say that IT WAS MY RESPONSIBILITY TO GET MY VEHICLE OUT OF THE SHOP IT WAS TOWED TO BECAUSE ITS INCURRING STORAGE FEES THEY WONT PAY. The letter went on to say that, and get this, IT IS MY RESPONSIBILITY TO GET MY VEHICLE REPAIRED ON MY OWN. Furthermore, they are claiming that I AM NOT ENTITLED TO A REIMBURSEMENT FOR A RENTAL VEHICLE, and they can give me no information about my case. The other person in the accident has continued calling as well with no success reaching anyone. I now have to file a report with the dept of insurance and hire a insurance lawyer to help litigate their bad faith practices - which are illegal. I have been a paying customer for YEARS with no claims and I am completely disgusted by how I have been treated. The are predatory individuals instructed to prey on honest people who make their payments. DUE TO TRUSTING LIGHTHOUSE TO DO THEIR JOB I WILL BE OUT OF A VEHICLE AS THEY HAVE NO PLANS TO PAY FOR ANYTHING AND SUBSEQUENTLY I WILL NOW BE LOSING MY JOB SINCE I CANNOT AFFORD TO KEEP A RENTAL FOR SEVERAL MONTHS OR BUT A NEW CAR. I will also be contacting my car dealership, as I was paired with them through the purchase of the vehicle. Do yourself a favor- pay the little extra to deal with an ACTUAL company who will do what you pay them to when you need it. I would describe this process as cruel, unfair, demonic in intent and, again, PREDATORY, in nature.
Ralph L. - CHICAGO

Thank you for the opportunity to respond to this complaint.Per the claim notes, I see that this claim was reported on 03/31/17 by the complainant. Per IL Department of Insurance guidelines, Lighthouse has 60 days to complete the claim, which we have attempted to do. While Lighthouse is within this...

guidelines, please note that an offer had been made to the complainant on a few occasions, the most recent one was on 05/09/17 and she has refused all of them. She asked if we ordered a crash report, at that time, we had not. When asked if she could supply one, the complainant said she had one but refused to send us a copy because it cost her $13.00. Our claims associate explained that we will order one and this will extend the process. The complainant had no issue with the extension so now we are awaiting the police report.Thank you again,[redacted]

We are very happy to hear that our supervisor was able to work with the complainant to a satisfactory resolution. His car will not be in the shop for very long so he should have it back within a reasonable amount of time.Thank you,[redacted]

The check was issued on 10/21 and probably did not go out in the mail until the next business day which was 10/24. We ask recipients  to allow 7 mail days for delivery.

Complaint: [redacted]
I am rejecting this response because: You have Iveette's contact information which I provided when speaking to your agency. I just picked up the call and called her phone [redacted] and she picked up! Your company has neglected to answer my calls and has obviously neglected to call the insured. 
Sincerely,
[redacted]

Thank you for the opportunity to respond to this complaint and my apologies for its tardiness.At this time, I see by the claim notes that the complainant has accepted the offer from Lighthouse and the claim is on the way to resolution. The adjusters have been in touch with the complainant on several...

occasions recently and it looks like his claim is in service to closure.Thank you,[redacted]

Thank you for the opportunity to respond to this complaint.
This claim was filed on 12/3 and a check was issued to the complainant on 12/9. Lighthouse is not even sure why a Revdex.com complaint was filed against us in the week it took to complete this claim. Especially since, in the state of...

Illinois, insurance companies have a guideline of 60 days to complete a claim as set by the Illinois Department of Insurance.Thank you,
Nick [redacted]

Thank you for the opportunity to respond to this complaint.Per the claim notes, this complainant has notified Lighthouse that he is contacting an attorney then hung up the phone. At this time, the offer stands.Thank you,[redacted]

Thank you for the opportunity to respond to this complaint.Per the adjuster's notes, this claim had an offer extended yesterday, 02/02/2016, and an offer letter was mailed as well for their review. The adjuster also phoned the claimant and left a message about the offer since nobody answered the...

phone.We are waiting for the complainant to accept the offer.Thank you,[redacted]

Thank you for the opportunity to respond to this complaint.
This complainant's estimate was received last week and paid yesterday. Lighthouse acted well within the 60 day guideline set by the IL Department [redacted] in processing this claim.
Thank you,
[redacted]

This is a horrible insurance company. If one of their insured gets into an accident with you and it's their fault don't bother trying to file a claim with them. They never return phone calls. They lie about things they claim to have done. They don't answer the phone for 20-30 minutes at a time. When you ask to talk to a supervisor they will send you to the voice mail of someone who is out of the office for a week or two. Do not waste your time with this company. All of the negative reviews you read here are right on the money. When you get mistreated by them make sure you come back here to and tell others about it.

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. I don't find this resolution satisfactory.  It took almost 3 months and to write to the Revdex.com for Light House to respond.  The adjuster returned my call after I left yet another vm and he was very rude to me. They are saying that I was 30% at fault when there was no police report done to prove that. So, now my check is less than what I was told & I only accepted because I want to be done with this matter.  I know that's what they wanted & got.  I have learned a very hard lesson.  This company is horrible!!
Sincerely,
[redacted]

Thank you for the opportunity to respond to this complaint. Lighthouse will respond to the Dept. of Insurance complaint which is beyond the purview of the Revdex.com. We, respectfully, request this complaint be closed.Thank you again,[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]

Complaint: [redacted]
My son was driving my wife's car at the time of the accident,which is fully insured. We have not accepting Lighthouses offer because it is over $ 500.00 less than the auto shop bid to get it repaired. We have not turned the accident into our insurance because we do not believe we should have to pay our deductible when it was their insured's fault. The police and the insured both said it was the insured's fault for rear ending our car. The insured knew it was his fault that's why he left the accident before the police arrived. I talked to the illinois department of insurance, they said that lighthouse should pay100 percent of the claim. They are just trying to get out of paying. I have called the adjuster multiple times, he never calls back. The only way he will call back is if I call [redacted] (CEO) and leave a message.   
Thanks for your help Revdex.com
Sincerely,
[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.  HOWEVER, the claim is not resolved until payment is received in our office.Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: it has been well over a month and still no type of response, it’s unfortunate that the insured is not responding but at the same time how should that be my problem. I was involved in a accident with the insured and there is a police report to back up my claim, so at the end of the day that’s all that should matter. Of course they’re not answering the phone because they were at fault and now they don’t want to take responsibility. All I want is for this whole process to move forward and for the money me and my insurance spent to be reimbursed because this is ridiculous. I’ve been hearing this same excuse for the last 2 weeks that the insured is not answering the phone. It’s things like this that give your insurance a bad name because ppl get into accidents with your insured and you don’t want to pay them out.
Sincerely,
[redacted]

this is the worst insurance company for claims, they will not answer a call they want you to leave a message and call you back, they will not call you back they want your payment but don't want to pay for a wrecked vehicle. I work at a dealership and I would not recommend this Insurance company to anyone. They only do Illinois and Indiana I will make it a point to let other out of state dealerships not to recommend this company for car insurance to there customers. I have a customer now that has wrecked her car Thanksgiving day 11/27/2014 and still is waiting to file a claim. I as a dealership we would like to get paid too.

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]