Lighthouse Casualty Company

Per the claim notes, as of 11:01:AM today, our adjuster contacted the complainant and made him an offer to which the complainant acceptedA check for the settlement will be issued for mailing.This claim is now closed on our end.Thank you,*** ***

Initial Business Response /* (1000, 5, 2015/03/19) */
Ms*** 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 /* (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 *** 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*** *** 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 /* (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 /* (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*** 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*** 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*** absolutely had a choice in this matter and she chose to accept the settlement and resolve the claimWe feel that Ms*** 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,
*** ***

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** I believe they are not telling you the truth , I have left countless voicemails with the claim department along with a claim number they sent me by mail which *** along with a letter stating that if I have my vehicle in storage I better get it out because they would not pay for it

Thank you for the opportunity to respond to this complaint.Our adjuster has contacted the complainant about issues he has had with his claimDue to a personnel change in our appraisal department, the adjuster was unaware that the vehicle had not yet been viewedOur adjuster apologized to the complainant and explained the situationHe is sending the estimate and photos of his vehicle directly so there will be no need to reassign an appraisalWe should have an offer expedited to the complainant within the next few days and hope to have the claim resolved within the week.Thank you,Nick ***

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

Complaint: ***
I am rejecting this response because: I don't know why my calls were not listedI have no control over that nor do I know it to be trueAlone with Ms*** *** calling leaving several messages, I spoke to Ms*** ***, also ***Be that as it may, I did speak to Ms*** on the 1/28/and agreed to accept the check of about $as a guess estimationHowever, they want me to use their facility that is considerable distance from my home and will not provide equal compensation on a rental if neededI not familiar with the repair shop they recommend nor their quality of workI 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*** ***, the manager and we were able to straighten everything outWe made very acceptable arrangements and if followed through on, I will be satisfied
Sincerely,
*** ***

Thank you for the opportunity to respond to this complaint.While we can certainly understand the complainant's frustration, Lighthouse has a fiduciary duty to speak with our insured to get a complete view of what occurred at the time of the accidentAt this time, we still have not heard from our
insured, which could result in a denial of the claim due to breach of contractThe complainant does have an alternative and that is to contact their carrier and allow the carrier to subrogate Lighthouse for any money paidPer the IL Department of Insurance guidelines, Lighthouse has days to process the claim and we are well within this guidelineWe hope to hear from our insured and complete the claim in a more timely manner.Thank you,*** ***

Complaint: ***
I am rejecting this response because:
To this day I have NEVER been contacted by anyone from Lighthouse Casualty CompanyEvery time I contact them I get the same run-aroundI understand that they are unable to contact their insured but there is no timeframe or response on what happens if they cannot obtain the information they needAll I am asking for is status and next stepsI had a plan to sell my car, which obviously I am unable to do until my car is fixedMY insurance company would at least provide status on the claim and make contact with everyone involvedThat is called good customer servicePlease provide me with status so I can plan accordingly to sell my car
Sincerely,
*** ***

Thank you for the opportunity to respond to this claim.This complainant was dissatisfied with her offer so we rebutted with an increased offerAgain, the settlement was deniedThey are looking for a 100% offer when Lighthouse feels our current offer is more than generousOur adjuster also
explained that the complainant is welcome to go through her own insurance company but her son is not covered by her policyIf she went through her own company, there would most likely be a difference in premium which could run costly so she will not pursue this route.At this time, we are working to resolve the claim but the complainant's son is threatening to follow legal avenues.Thank you,*** ***

Initial Business Response /* (1000, 5, 2015/04/10) */
Lighthouse Casualty would like to extend our sincerest apologies to Ms***; our actions were less than what she should have expected from her insurance companyWe experienced a change in staff and we missed the mark in processing
Ms***'s claim
Her new claims adjuster, *** *** has been in touch with her via phone and e-mail; even receiving paperwork as soon as this morningMr*** goal is to settle this claim within the next week
Lighthouse aims to ensure each one of our insureds receives the highest quality of service and this was an unfortunate circumstance to which we accept the fault
Again, our apologies to Ms***, we hope she is willing to move forward with resolution to this situation
Thank you,
*** ***

Thank you for the opportunity to reply to this complaintThe 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,
*** ***

Thank you for the opportunity to reply to this complaint.Per the adjuster's notes, the last contact with the complainant was 02/23/At this time, she refused to take her vehicle to the recommended body shop because she said the shop was gang infested and refused to go thereThe adjuster provided
her two additional local shops to utilize and the complainant said she will review those shops and call back with her decisionAs of today, 03/02/2016, we have not heard from the complainant with a decisionA further conversation with the adjuster's supervisor resulted in no voicemail messages from the complainant at allHe said had he received the message he would call back but nothing was received.The adjuster is contacting the complainant today to find out if she has decided on a shopPer the IL Department of Insurance, companies have a day guideline to utilize toward a resolutionHowever, if the parties involved do not cooperate this may extend the time to resolve the claim.Thank you,*** ***

Thank you for the opportunity to respond to this complaint.On behalf of Lighthouse Casualty, allow me to apologize for the lack of communication on our partLighthouse does not want any claim to fall behind and it seems we did just that this timePer the claim notes, I see an offer letter has been
issued and the complainant should receive it soon.Thank you again,*** ***

Thank you for the opportunity to respond to this complaint.From reviewing the file, I have surmised that Ms*** spoke with Lighthouse representatives on 1/5, then again on 1/She spoke with one representative on 1/to provide her info on the claimThen on 1/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 subrogationHe explained the rental process and stated that he is reviewing liabilityAlso, he explained that until liability is established, he could not approve anythingHe is attempting to order the police report, which at that time was unavailable but we will check again and he is awaiting the subrogationThe IL Department of Insurance provides a day guideline to resolve claims and I believe Lighthouse is well within this timeframe.Thank you,*** ***

Thank you for the opportunity to respond to this complaintPer the adjuster's notes, this claim had an offer extended yesterday, 02/02/2016, and an offer letter was mailed as well for their reviewThe 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 offerThank you,
*** ***

Thank you for the opportunity to respond to this complaint.Lighthouse apologizes for the delay in resolving this claimOur adjuster has contacted the
Action Development Corporation; their estimate was approved and a payment for the full amount was issuedThis claim is closed.Thank you again,*** ***

Complaint: ***
I am rejecting this response because:
How long do I have to wait for you to contact the insured? Also your company has never contacted meI have been calling you checking status
Sincerely,
*** ***

Thank you for the opportunity to respond to this complaint.Although I am wondering why this insured is filing a complaintThis gentleman's claim was resolved and checks were sent to him for the total loss of his vehicle (issued 01/05/16, then re-issued on 01/19/due to check name issue), his
rental reimbursement (issued 01/19/16) and a check for the tow bill(12/02/2015).This claim was not denied and at this time is paid out and closed.Thank you,*** ***

Thank you for the opportunity to respond to this complaint.Mr***' claim was filed on 01/10/16, and our resolution is well within the day guideline set by the IL Department of InsuranceAs of Wednesday, 02/03/15, the complainant had been notified that his estimate was approvedThe adjuster
is speaking with him today about the process to have the repairs done and resolving his claim completelyThank you,*** ***

Initial Business Response /* (1000, 5, 2015/08/06) */
Thank you for the opportunity to respond to Mr***'s complaint
After reviewing the notes, I see that our adjuster has been in contact with the claimmant in the past day and provided an update of informationWe are currently awaiting
response from our insured about the incident and have requested a police report from the Springfield, IL police department
Once we receive the police report, we should have a better review of the incident and make a decision on the claimWe appreciate Mr***'s patience in this matter as we attempt to resolve it in a timely manner
Thank you,
Nick ***
***@producersnational.com