Lighthouse Casualty Company

I was unfortunate enough to have been involved in an accident were the liable driver (citation issued and already paid, confirmed by the [redacted]) had Lighthouse Casualty. My accident was February 3rd 2015 and I have yet to speak with a representative after both my insurance provider and I have made countless attempts to contact them and sent over the finalized claim the same week. I cannot get my car repaired until their adjuster comes out to access the damage, which seems like will never happen as we are going on 4 full weeks without any communication.

This insurance provider is considered “sub-par” and that is an understatement.

I am now at the point where I am considering legal action to get the repairs done to my vehicle. I was advised that this action would be the only way to get the “ball rolling”, which seems to contradict the purpose of insurance in the first place.

Working, or should I say attempting to work, with the company is impossible. I would recommend to consumers to steer away from purchasing coverage with this firm, given my experience with the claims process. I only want to rectify a not so great situation I was placed in when their customer darted out into 2 lanes of oncoming traffic.

The Lighthouse adjuster spoke with the complainant and explained that their is an issue with the insured's vehicle not being on the policy. Also, our company has still not contacted the insured on this claim. A Reservation of Rights letter has been sent to the insured and the complainant advised the adjuster that she has filed with her carrier.Thank you,[redacted]

Thank you for the opportunity to respond to this complaint.
Lighthouse apologizes for the lack of timeliness in this matter. However, there is a coverage issue with this claim and a lack of responsiveness from the insured. We have sent the insured a reservation of rights letter requesting a...

response within 30 days or action will be taken on this claim. Since there was no police report filed at the time of the accident, we do not have an item of reference for liability.Thank you again,
[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.This claim was filed on 08/01/2016 and by the IL Department of Insurance guideline, we are well within the 60 day timeframe allowed to move a claim toward resolution filed by a claimant. Due to extenuating issued with the purchase of the...

vehicle and guidelines set forth by our policy, we are waiting on specific information from the insured. We can understand if the complainant is frustrated but we have a fiduciary duty to our insured to provide a full investigation of the claim. Once we have provided this service to our customer, we will be able to make a strong decision on the claim. Without the full information, we would not be able to fulfill this function. Lighthouse is sure the complainant would want her company to do the same for her in the same situation.Best,[redacted]

Thank you for the opportunity to respond to this complaint. Lighthouse apologizes to the complainant about the miscommunications that ensued in the past couple of weeks. I see that the estimate is approved and I will speak with the handling team so that the vehicle can be repaired.That said, the IL...

Department of Insurance provides a guideline of 40 days for a carrier to move toward resolving a claim and Lighthouse is well within this timeframe.Thank you,[redacted]

Thank you for the opportunity to respond to this complaint.
Lighthouse Casualty apologizes to the complainant for the lack of action on our part. We are in the process of issuing a check for the claim resolution. his check will be mailed tomorrow and should be to him by early next week at...

the latest.Thank you,
Nick [redacted]

Complaint: 11630055
I am rejecting this response because:I get to decide what PII I share via unsecured communication, not you or your company. The photos have been uploaded here and the password to the file is my 10 digit contact number listed on record for [redacted] numbers only, no dashes or parenthesis. Sincerely,
James [redacted]

Thank you for the opportunity to respond to this complaint.I see from our claims notes that the complainant has been in touch with our claims team multiple times. An offer was extended to the complainant on 10/21/16 and she refused it. She then told our claims team that her carrier requested a...

letter of explanation about the claim. Lighthouse has not heard from the claimant's carrier to date. On 11/29/16, the complainant called again and said she wishes to continue the claim through Lighthouse Casualty. When the claims adjuster replied that the offer remains the same, she said she did not agree and said her carrier will be sending a letter requesting payment for 100% of the estimate. The adjuster explained that this was to be expected and it is noted that Lighthouse would wait on the claimant carrier's subrogation demand. About a half hour later, the complainant called again demanding to speak to a supervisor. When the claims associate attempted to assist her, she refused the help and demanded to speak to a supervisor. As of 12/07/16, our claims department tried to contact the complainant again and left a message revisiting the offer.Per her complaint, it seems the complainant is not aware that while she may want to utilize the dealership where she purchased the vehicle, and this is completely her right, Lighthouse bases their estimate on pre-negotiated rates with preferred vendors. This is probably where the discrepancy lies in the amount offered and the amount wanted for the pay out. At this time, the Lighthouse offer still stands the same.Thank you,[redacted]

Thank you for the opportunity to reply to this complaint.Lighthouse apologizes if there was a lack of communication with the complainant. The team supervisor handling this claim said that coverage and liability have been accepted so a settlement offer will be made some time today.Thank you,[redacted]...

[redacted]

Initial Business Response /* (1000, 5, 2015/03/19) */
Ms. [redacted] recently contacted Lighthouse on 03/17/2015 at 9:59 AM, which is two days ago, about her claim.
We recorded all the information into her file; we sent a tow truck to her home to pick up the vehicle and the vehicle was taken...

to the auto body shop for repairs.
We are unsure as to the nature of her complaint but per the time stamp on our computer system, her claim was taken at 9:59 AM, and a tow truck was called to pick up the vehicle by 10:10 AM.
We apologize if there was an inordinate wait time for her call but Lighthouse does allow for Claims to be filed online as well, 24 hours a day, 7 days a week.
Thank you
Initial Consumer Rebuttal /* (3000, 7, 2015/03/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I tried filing a claim online, and your system directed me to call you.
I called lighthouse at least TEN TIMES on March 16, 2015. A woman took my name, and said she "has literally 50 calls on hold and they're so busy but she would take my claim" and put me back on hold. I was holding for hours. Then a man picked up and I asked him what I could do my car was smashed, and do I have towing at least? He said he was too busy and that he would write down my name and have someone call me back in a few days.
Now, the tow truck company picked up my car MARCH 18TH 2 DAYS LATER, and took it to your body shop. It has now been TEN DAYS since I tried to file this claim. I called the auto shop March 20, and [redacted] told me that the adjuster from Lighthouse told them not to do any estimates on the car. And lighthouse told the body shop that they already did an estimate at my house when the car was picked up. I have been calling lighthouse non-stop every single day, and no one will even take my call. I called lighthouse and spoke to "[redacted]" who told me no estimates had been made and told me I had a new adjuster, but he had no answers for me. Now, please keep in mind that I am out of $400 per week for a rental car while lighthouse is taking their sweet time to respond to my claim and phone calls. I received a call from lighthouse yesterday, 3/25 and could hear people talking in the background, but no one would respond when I said hello over and over. So I tried calling back left my 5th voicemail to lighthouse requesting a call back.
I called the mechanic again because I couldn't get through to anyone at lighthouse, and he told me that the insurance took their estimate and asked the body shop not to do one.
I called lighthouse YET AGAIN on 3/26 at 4:50 PM. Guess what????? They picked up the phone and hung up THREE TIMES!!!
Why would a company treat their customers this way? I don't understand. I paid plenty of money for this policy, and I can't even get a response. No one can answer my calls or questions, and I'm stuck footing a $400/wk rental car until they decide to get back to me. This really is unfair and very unethical business practices.
I still want my claim settled and I want a refund for the ENTIRE YEAR OF MY POLICY.
That's the least lighthouse can do for this, I even lost my job due to lighthouse not responding and me missing two days of work since they couldn't even send a tow truck until March 18th at 1 pm. I can't even get my van back because the shop won't give it to me since lighthouse ordered them to say that. Lighthouse also sent me a letter stating I would have to pay for any storage fees my vehicle incurs because they are not done with their investigation.. [redacted] can send me a letter, but can't even return my calls? That is quite interesting. I've never received this time of mistreatment and non-existent customer service.
My vehicle is not drivable, and lighthouse knows that. This is causing me a lot of stress, not to mention lost wages. And lighthouse has an answer for everything I put in my complaint when they respond via Revdex.com, but they can't even speak to me because they're "too busy". Not too busy to dispute my complaint, though.
I hope this situation can be remedied by 3/27 tomorrow as I believe 11 days is enough time to settle a simple claim when I have full coverage insurance.
Please explain to me why you pick up the phone and hang up over and over? Management: check your call records if you do not believe me as I have my own that I will be submitting.
Final Consumer Response /* (4200, 11, 2015/04/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I just spoke to Lighthouse and they said the check wasn't sent or signed for and they dont know how long it will take.
Also lighthouse refuses to pay for the internal damaged to my vehicle caused by the other driver stating its not their responsibility.
Unbelievable. I didnt "accept" the settlement. I wasnt given a choice. I had to have my car towed to another auto shop that already finished the work but won't release my car until they get full payment.
Now my car is incurring storage fees and it has been 4 weeks and I still don't have my car. They also refuse to reimburse me for my rental car even though I have rental coverage.
Final Business Response /* (4000, 13, 2015/04/07) */
We are confused as to Ms. [redacted]'s allegations in her rebuttal. The check in question was issue on 04/02/2015 while another check was issued yesterday for the towing.
If Ms. [redacted] did speak with someone who provided her bad information; she should pass their name along to us so we can follow up with this person and check to see if this person is in need of further training.
As for her insistence that we weren't paying for complete repairs, the damage found on the car was completely unrelated to this accident and Ms. [redacted] asked us to fix it as part of this claim, which per our policy we are not mandated to fix.
As for her rental reimbursement, this was added to the policy AFTER the accident claim was filed. The rental reimbursement was added to the policy on 03/24/2015 when her date of loss is 03/16/2015. We are not required to honor her rental reimbursement request for this claim.
Lastly, when we make an offer to someone, claimant or insured, they have a choice to accept or reject the offer. Ms. [redacted] absolutely had a choice in this matter and she chose to accept the settlement and resolve the claim. We feel that Ms. [redacted] has tried to strong arm our company with her complaint tactics and it is an unfortunate circumstance that she has taken this route. Ms. [redacted]'s claim is closed at this time.
Thank you,
[redacted]

Thank you for the opportunity to respond to this complaint.After running a few searches through our database, I do not have any information for this gentleman. If he still needs to file a claim, and cannot reach our Customer Service Representatives, he can go to lighthousecasualty.com and file his...

claim online. A claims representative will contact him in the order his claim was received through the system.If he has already filed a claim and has a claim number, he can provide it here and I will be happy to review the file.Thank you,[redacted]

Bad customer service, would never do business with them, I got hung up on, and given the run around multiple times, horrible business! And no response from the company!! Might Take This To Court!!! And They Client Rear-Ended Me

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.
Lighthouse Casualty did extend an offer to me and after not answering the phone for over a week I received paperwork in the mail. A week later I received a phone call confirming that the check would be cut and sent to me. I have now received a check for my loss and rental car bill.
Sincerely,
Michael [redacted]

This company is ridiculous a driver that they insure backed out of s driveway and hit us and totaled our vehicle then they let it sit in the storage yard for a month and incur a bunch of fees and then try to deduct that amount from the settlement of the vehicle!!! Ridiculous. And it's not like you can get anybody on the phone every single time you call you want an hour for someone to answer I would never recommend this company to anybody!! What makes it worse is they are treating their insured just as bad if not worse then they are us

Thank you for the opportunity to respond to this complaint.Per the claim notes, this complainant was contacted on 02/03/2017 and made an offer for the prescribed amount above and he accepted the offer. He also said he would like the vehicle repaired at [redacted]. He then contacted Lighthouse on...

02/13/17 asking what id the shop found more damage and the associate explained a supplemental estimate would be sent to the company for approval.At this time, we consider this claim closed.Thank you,[redacted]

From reviewing the adjuster's notes, an offer was made on this claim as of 04/20/2016 and Lighthouse is awaiting word from opposing counsel as to whether they decide to accept the offer or decline.
Thank you,
[redacted]

Complaint: [redacted]
I am rejecting this response because:How insulting that you would accuse someone who is trying to only get the damage your insured caused to my vechicle fixed. I pay a car payment each month and insurance and I am not asking for any "betterment" there was no hole before your client hit me so why would your company assume I should settle for a amount that does not even cover a repair. I saw all the reviews about lighthouse so I assumed this was coming.

Thank you for the opportunity to respond to this complaint.At this time, the complainant's policy remains cancelled effective 12/23/2016 due to moving violations. If the other person listed on his policy would like coverage, they need to go to an insurance agent to bind an endorsement.Thank you...

again,[redacted]

I have never experienced such poor customer service in my life. They let my vehicle sit at the repair shop for 1 month without giving me a courtesy call to tell me that my claim was denied after their policy holder smashed into my vehicle. Despite the official police report stating the facts they insisted that their client's statement comes before anything. They do not answer their phones or return phone calls and if they do its after you've called back to back about 20 times. Please anyone who must deal with this company do not waste your time and avoid the headache.