Lighthouse Casualty Company

Thank you for the opportunity to respond to this complaint.Lighthouse received this complainant's rental receipts on June 1, and a check was issued the same day.Thank you, [redacted]

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

Thank you for the opportunity to respond to this complaintLighthouse Casualty apologizes to the complainant for the lack of action on our partWe are in the process of issuing a check for the claim resolutionhis check will be mailed tomorrow and should be to him by early next week at the latest.Thank you, Nick [redacted]

I work in a dealership I have made attempts to contact two different adjusters about a claim I have left so many messages for these people that I cant count them I literally sat on hold for minutes and was then cut off the line I called right back and again waited on hold for minutes and finally got someone on the line They said they would call back Never have yet I called the following day and waited on hold for minutes before I couldn't waste anymore time and left a message We are still not any further with this claim than we were on day I would never recommend this insurance Maybe someone will respond to this review

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 runThis company is ran by crooks and unprofessional staffThey will do and say anything to deny your claimAlthough the police report clearly stated that their policy holder hit my vehicle they will not assume responsibility because their client's statement says otherwiseDo 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 leftI had to personally go to the main office on [redacted] N [redacted] AveChicago Ilto file my claim due to them not picking up their phoneAs per my conversation earlier today with the Vice President of Claims at Lighthouse he does not care who I report them toThis is a poor excuse for a insurance company and I feel truly sorry for anyone who will ever have to come in contact with themMy car sat at the repair shop for 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 claimDid I mention nobody from there ever called to notify me that my claim was deniedI 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 statementThis is the most ridiculous thing I have ever heard ofSince 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 companyI 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

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 mailA week later I received a phone call confirming that the check would be cut and sent to meI have now received a check for my loss and rental car bill Sincerely, Michael [redacted]

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]

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] ***

Initial Business Response / [redacted] (1000, 5, 2015/04/02) */ On February 5, the claimant reported that our insured vehicle had backed into the claimants vehicleThis took place in a parking lot, the incident was not reported to police Upon receiving a detailed statement from the insured we extended an offer of $or 75% of the full estimate, as the insured reported the claimant vehicle was speeding down the aisle at the time of the accident The claimant refused the offer

The complainant was offered 100% of the estimateHowever, Lighthouse does not pay bettermentTheir bumper was severely rotted through from wear and tear on the left sidePhotos reflect this previous damage to the bumperTherefore, since the betterment is not covered, the offer reflected a deduction on the repairAt this time, the complainant must decide whether to accept the offer, process the claim through their own carrier or contact legal representationIf they decide to process the claim through their own carrier, the complainants can be reimbursed for their monies through subrogationThank you, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/03/19) */ Ms [redacted] recently contacted Lighthouse on 03/17/at 9: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:AM, and a tow truck was called to pick up the vehicle by 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, hours a day, days a week Thank you Initial Consumer Rebuttal / [redacted] (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, A woman took my name, and said she "has literally calls on hold and they're so busy but she would take my claim" and put me back on holdI was holding for hoursThen 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 DAYS LATER, and took it to your body shopIt has now been TEN DAYS since I tried to file this claimI called the auto shop March 20, and [redacted] told me that the adjuster from Lighthouse told them not to do any estimates on the carAnd lighthouse told the body shop that they already did an estimate at my house when the car was picked upI have been calling lighthouse non-stop every single day, and no one will even take my callI called lighthouse and spoke to "***" who told me no estimates had been made and told me I had a new adjuster, but he had no answers for meNow, please keep in mind that I am out of $per week for a rental car while lighthouse is taking their sweet time to respond to my claim and phone callsI received a call from lighthouse yesterday, 3/and could hear people talking in the background, but no one would respond when I said hello over and overSo 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/at 4:PMGuess what????? They picked up the phone and hung up THREE TIMES!!! Why would a company treat their customers this way? I don't understandI paid plenty of money for this policy, and I can't even get a responseNo one can answer my calls or questions, and I'm stuck footing a $400/wk rental car until they decide to get back to meThis 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 pmI can't even get my van back because the shop won't give it to me since lighthouse ordered them to say thatLighthouse 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 interestingI've never received this time of mistreatment and non-existent customer service My vehicle is not drivable, and lighthouse knows thatThis is causing me a lot of stress, not to mention lost wagesAnd 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/tomorrow as I believe 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 / [redacted] (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 UnbelievableI didnt "accept" the settlementI wasnt given a choiceI 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 weeks and I still don't have my carThey also refuse to reimburse me for my rental car even though I have rental coverage Final Business Response / [redacted] (4000, 13, 2015/04/07) */ We are confused as to Ms***'s allegations in her rebuttalThe check in question was issue on 04/02/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 filedThe rental reimbursement was added to the policy on 03/24/when her date of loss is 03/16/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 offerMs [redacted] absolutely had a choice in this matter and she chose to accept the settlement and resolve the claimWe 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 routeMs***'s claim is closed at this time Thank you, [redacted]

This complainant, again, has the terms of the offerPer 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 repairsWe have offered a viable avenue for his vehicle to be repaired and he wishes to use his own shopThe complainant can also go to his carrier, use his shop thru that carrier then they can subrogate for any moneys at that timeAt this time, we await the complainant's decision on the offered made him.Thank you, [redacted]

Complaint: [redacted] I am rejecting this response because: they need to pay me the check and I will sue for remainder to repair my car cost $1100i will take the offer and take then to small claims court for the rest 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 meI don't find this resolution satisfactory It took almost 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 meThey are saying that I was 30% at fault when there was no police report done to prove thatSo, 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]

The complaint number is ***-***.Thank you, [redacted]

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 claimWhile we certainly understand that she would like a resolution, it takes time to gather information especially when liability is not determined in a collisionI will ask the claims team to review the claim in light of new information in the file and contact the complainantPlease note, the IL Department of Insurance provides a guideline of days to resolve a claim for claimantsWhile Lighthouse looks to resolve the claim in a more timely manner, we are well within this guideline.Thank you, [redacted]

Complaint: [redacted] My son was driving my wife's car at the time of the accident,which is fully insuredWe have not accepting Lighthouses offer because it is over $ less than the auto shop bid to get it repairedWe 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 faultThe police and the insured both said it was the insured's fault for rear ending our carThe insured knew it was his fault that's why he left the accident before the police arrivedI talked to the illinois department of insurance, they said that lighthouse should paypercent of the claimThey are just trying to get out of payingI have called the adjuster multiple times, he never calls backThe only way he will call back is if I call [redacted] (CEO) and leave a message Thanks for your help Revdex.com Sincerely, [redacted]

Thank you for the opportunity to respond to this complaintLighthouse apologizes for the lack of timeliness in this matterHowever, there is a coverage issue with this claim and a lack of responsiveness from the insuredWe have sent the insured a reservation of rights letter requesting a response within days or action will be taken on this claimSince 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 you for the opportunity to respond to this complaint.At this time, this complainant is attorney represented and we cannot discuss the claim in this forum. Lighthouse respectfully requests this complaint be closed by the BBB.Thank you again, [redacted]

Thank you for the opportunity to respond to this complaintPer the claims notes, Lighthouse is still waiting on the photos from the claimant as of 08/09/when one of our Claims associates spoke with himShe informed the complainant that we are unable to open the file sent and asked him to resend the files individuallyHe refused.As of today, 08/15/2016, we are still waiting on these files from the complainantI do not see anything received in the file from him as of yetThank you, Nick [redacted]