Lighthouse Casualty Company

Thank you for the opportunity to respond to this complaintThis claim was filed on 08/01/and by the IL Department of Insurance guideline, we are well within the day timeframe allowed to move a claim toward resolution filed by a claimantDue to extenuating issued with the purchase of the vehicle and guidelines set forth by our policy, we are waiting on specific information from the insuredWe can understand if the complainant is frustrated but we have a fiduciary duty to our insured to provide a full investigation of the claimOnce we have provided this service to our customer, we will be able to make a strong decision on the claimWithout the full information, we would not be able to fulfill this functionLighthouse is sure the complainant would want her company to do the same for her in the same situation.Best, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/02/25) */ The complainant filed a claim with Lighthouse on February 9, based on an accident from February 5, We spoke to the insured, or his representative, on several occasions and lastly, spoke with his mother, who later the work to begin on his vehicleShe said she had worked in insurance and understood that Lighthouse was completing its due diligenceWe contacted the insured to notify him that his mother approved the repairs to begin on his vehicleHe 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 fixedThank you

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.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]

Complaint: [redacted] I am rejecting this response because the notes that Mr. [redacted] indicated in his response were not true. A Lighthouse Casualty representative never responded to any of my phone calls because I was only able to speak with customer service representatives. In addition, the procedures that they requested required me to take additional time off from work ( to get an adjustment from their body shop) which would have saved a lot of time and money if they would have told me within the first week of filing the claim that the driver was not covered under that particular policy. After doing research about this company I knew the outcome would not be favorable based on all of the negative reviews and amount of rejected claims. The way this company handles business transactions is unacceptable and extremely deceiving. It should not have taken over 8 weeks from the date of the accident to report back to me that the driver was not insured and I just needed to go through my insurance company. This could have been resolved at the time the claim was filed. Sincerely, [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 timesAn offer was extended to the complainant on 10/21/and she refused itShe then told our claims team that her carrier requested a letter of explanation about the claimLighthouse has not heard from the claimant's carrier to dateOn 11/29/16, the complainant called again and said she wishes to continue the claim through Lighthouse CasualtyWhen 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 estimateThe adjuster explained that this was to be expected and it is noted that Lighthouse would wait on the claimant carrier's subrogation demandAbout a half hour later, the complainant called again demanding to speak to a supervisorWhen the claims associate attempted to assist her, she refused the help and demanded to speak to a supervisorAs 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 vendorsThis is probably where the discrepancy lies in the amount offered and the amount wanted for the pay outAt this time, the Lighthouse offer still stands the same.Thank you, [redacted]

Thank you for the opportunity to respond to this complaint.Per the claim notes, an offer was made on this claim on 05/31/Lighthouse is only waiting on the signed total loss forms from the insured before we can issue their checkIf Lighthouse claim associates did not respond to this insured in
a timely manner, we apologizeHowever, per the Illinois Department of Insurance guideline, a carrier has days to utilize as a goal to resolve a claim for their insuredLighthouse is currently well within this timeframe.Thank you,*** ***

Thank you for the opportunity to respond to this complaint.Per the claim notes, I see there was a coverage issue which needed resolution prior to any settlement on this claimUnfortunately, coverage issues sometimes may force the prolonging of a claim time frameIf Lighthouse adjusters hadn't
contacted the insured at all, this claim may have been denied but I see an offer was made and acceptedA check has been sent to the complainant and this claim is closed in our system.Thank you,*** ***

At this time, we respectfully request the name and phone number of the individual at the IL Deptof Insurance who spoke with the complainant so that we may contact them ourselves and discuss the matter
Thank you,
*** ***

Thank you for the opportunity to respond to this complaintAt this time, this complainant has filed a complaint with the IL Department of Insurance and Lighthouse respectfully requests this complaint be closed as we are addressing it with the state.Thank you,*** ***

Complaint:
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 digit contact number listed on record for *** numbers only, no dashes or parenthesis
Sincerely,
James ***

Complaint: ***
I am rejecting this response because:I have been placed on hold for several hours waiting for someone to answer the phone afterwards have been hung up on several times and I was not yelling at allI wanted my truck fixed but they refuse to rent a car for me to get to work and NEVER return my callsI am not going to be pushed around and told how I am just going to deal with what they want to do and deal with this the way they see fitI have been told that I have to use their company's auto shop and if I wanted another shop to do it, it will be at a cost to me and they are only paying what they see fit to payI have been also told that they will only reimburse me per day for a rental and they dont return phone calls and wont fix the truck back to the way it wasI have been told that heating metal and just bending it back actually weakens the metal and a webbing needs to be put in place for it to be stableI tow trailers with this truck and if it isnt fixed properly it will cause another accident that could injure or even kill another personThis company is a year old company and doesnt want to do the right thing hereThey immediately started just dictating to me how this is how it will be and if I didnt like it to badI'm sorry but after trying to deal with them and get answers for question I DID in fct get FED UP with trying and very frustrated with leaving messages to Dian *** with no return call except for the very last time I talked with her after I rejected their poor attempt of repairing thisI have told them there is a vibration since this happened and really feel that there is now extra wear on my Brand new tiresI just put over $8,into this truck and now the frame is bentThere needs to be reinforcement put in place after bending it back and now due to them taking so long to tell me how I'm am going to just accept their so called deal or just eat the real repairs myselfI cant see this as a way of doing business, And then after finally getting upset they want to make it all about me and me being the problem seems to be their poor way of handling thisAny person being told that they were going to be given the most bottom of results to repair a real problem that could in fact injure another person would and truly should get upsetA frame on a truck that hauls trailers and loads of over 3k in pounds is in fact a issue, and not just be said "hey this is what you get and be glad for it " there are other people to be consideredThe frame was ripped and has tears in the metal, The frame is ripped right at where the hitch is mounted, I cant haul a trailer due to the fear of it becoming unhitched because of the angle it is currently atif it is repared in there generic way, and the trailer gets unleashed from the truck then a person is injured I HAVE TO SLEEP WITH KNOWING I DIDNT MAKE SURE IT WAS REPAIRED CORRECTLY and I will have to live with thatThey have proven so many times to me they dont care and had they been more forthcoming in trying to resolve this and returned a phone call I might have more faith in this companyThey have done nothing but avoid and dictated to me what they are willing to do
Sincerely,
*** ***

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/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 yet.Thank you,Nick ***

Initial Business Response /* (1000, 5, 2015/04/10) */
As of April 10, 2015, Lighthouse made an offer to Ms*** for her vehicle and she has acceptedWe were waiting on a police report from the accidentUnfortunately, when we order these police reports, it can sometimes take a bit of
time
As for Ms*** calling and leaving message for two weeks before receiving a call from Lighthouse, we will pull our call logs and check for her numbers to see what happenedWe will also check to see when she called thereafter and left messages for various employees with no response
Thank you,
*** ***

I have lighthouse insurance and my car was hit by a semi on the interstate on 3/23/and was still drive able until that Saturday 3/29/my A shaft broke on my car which lead to further damagesI was advised to contact my insurance company as I was not at fault in the accident and I had a police report that indicated that my car had damages in the front which is were the damages occurred on 3/29/I sent my car to my dealership to be inspected as I also have a warranty and they also advised me that the damages were from the accident on 3/23/So I contacted Lighthouse and spoke with Samantha who is very rude and told me that I would need to inform my dealership not to start working on my car until the field adjuster came to take pictures of the damagesI was told that it would take 3-business days for them to arrive to take pictures so I informed my dealership of this, well non the less they never showed up in fact the field adjuster had been on vacation and had just returned to workSo on day of no car I was advised that he would be there the next day to take the pictures and I'm still waiting for them to decide if they are going to fix my car or notThis company is a joke! I don't understand why I pay for full coverage with uninsured motorists and my car is not fixedI didn't hit anyone and semi truck hit me in a snow blizzard and kept going and I'm being treated as if I did the damages to my car and it's not even my faultI received no ticket and I was not at fault I have a police report and still no carWhen I asked about a rental car as I thought this was included...nope they never added this and it can't be added so now I have to use my vacation time to be off work due to no transportation because I live and work in different cities but of course they don't care cause nobody has put any form of urgency on this matter...I can't wait until my policy is up because I will definitely be switching to *** ***

Complaint: ***
I am rejecting this response because:
Sincerely,
Linda ***

Initial Business Response /* (1000, 5, 2015/02/13) */
Contact Name and Title: *** *** Claim VP
Contact Phone: (XXX)XXX-XXXX
Contact Email: ***@lighthousecasualty.com
The loss was first reported on February 3, We sent Ms*** for an estimate, investigated a potential
coverage issue, and authorized and issued a check for repairs to her vehicle on February 9th, within days of first reportOn February 12th, Ms*** informed us that she would like to repair the vehicle at a different facilityWe voided the original payment, and she will call us back with the name of that facility so payment can be issued to them instead

Thank you for the opportunity to respond to this complaint.Lighthouse 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,*** ***

Thank you for the opportunity to respond to this complaint.Per the claim notes, there was a coverage issue on this claim and it was deniedThe complainant was notified of this issue on May 31, Per the claim notes, she became agitated and began using profanity toward the Lighthouse
representative, who then terminated the callDenial letters were sent to all parties involvedWhile the complainant's biggest complaint was the length of time it took to resolve the claim, there are many times extenuating circumstances must be investigated prior to a final decision being made on a claimThis is obviously the case here as the adjuster needed to thoroughly review the coverage issue prior to a final decision.Thank you,*** ***

THEY SUCK THE STAFF IS NOT PROFESSIONAL AT ALL THEY HAVE YOU ON HOLD FOR MINUTES ARE LONGER AND WHEN YOU FINALLY GET THRU TO SPEAK WITH SOMEONE THEY EITHER TRANSFER YOU TO SOMEONE THAT YOU DONT WANT TO SPEAK WITH OR YOU GO BACK TO SQUARE ONE BACK ON HOLD AGAIN THE STAFF WERE VERY RUDE I SPOKE WITH A LADY NAME *** AND JESSICA *** DIDNT NO DIDLY SQAUT ABOUT HER JOB OR ANY OF THE QUESTIONS I ASKED ABOUT MY CLAIM AND SHE GAVE A LOT OF ATTITUDE AND JESSICA HUNG UP ON MY FIANCE INSTEAD OF HANDLING HER JOB PROFESIONALLY AND DEALING WITH CUSTOMERS COMPLAINTS SHE TOLD HIM HIRE A LAWYER BECAUSE *** COME OUT WAY MORE MONEY AND SIR GOODBYE I WOULD NOT RECOMMEND THIS INSURANCE COMPANY TO ANYONE ESPECIALLY IF YOU FILED A CLAIM AND YOUR TRYING TO GET YOUR BUSINESS HANDLED IN A TIMELY MANOR THEY SUCK YOU WILL NOT BE ABLE TO ACCOMPLISH ANYTHING FOR WEEKS WITH THIS COMPANY??????