Hi C*** ***, The claim number you provided does not appear to be correctThe insured on our claim 28**is a M*** *** with a date of loss of 12/19/Is there a policy number we can look up ? M*** *** *** Alliance United Insurance Company/CA Claims Auditor II Compliance
Complaint:
I am rejecting this response because: as the attached image shows my
vehicle was checked in and has been at the shop since Thursday May 26thThe shop has made attempts to reach to claims adjuster to expedite the process and get the independent appraisers info and has had no luck in getting a responseThe shop was open during business hours Friday and has not received any inquiries about anything regarding this claimPlease pick up the slack and fix this issue ASAP as there is no rental on the policy and the car is not drivable!!
Regards,
He*** ** ***
Dear J*** ***: Our records reveal we spoke to you directly on 10/14/9:17:AM and our adjuster S*** *** explained we have been unable to reach our insured to confirm the facts of the lossPlease understand we are unable to provide coverage under our
insured’s policy unless
there has been full compliance with all terms of our
insured’s policy and this includes our insured's cooperation in confirming the facts of the lossAlthough California statutes prevent us from releasing our
insured’s personal information to anyone, we are able to advise you, that for
this loss, there was not full compliance with all terms of this policy and
as such, no coverage can be extended for the above referenced lossIf you have any additional information you would like us to consider kindly contact our adjuster S*** *** at ###-###-#### XThank YouM*** *** ***Alliance
United Insurance CompanySenior D.O.ICompliance
Auditor
Dear MrC***,Please review the last line of our email to you dated Monday, November 09, 2:PM: From: Cynthia Sixta [Alliance United - Claims] Sent: Monday, November 09, 2:PM To: 'personal' Subject: RE: I have sent you payment $for the initial damages and a copy of
the estimate has been sent to you as well. You can take your vehicle to any shop you choose to have the repairs completed. You need to make sure that you take a copy of the initial estimate with you to the shop as we will only pay for the damages as listed in the initial estimate. Should the shop find any additional damages after they begin repairs, the shop needs to contact the appraiser for approval and a check will be sent direct to the shop for the additional damagesAs far as your car rental, we do not have a direct relationship with any rental car companies. We pay for rental on a reimbursement basis only for the time needed for the repairs to be completed only. We will pay for a like vehicle and for rental and tax only. We do not pay for upgrades or insuranceC*** *** Claims Adjuster Alliance United Insurance Company ###-###-#### EXT ***@allianceunited.com
The Company regrets any delay in the processing of your claim Our insured’s automobile insurance policy allows us to make payment to another party when the Company believes our insured was legally liable for those damagesIn this case, the Company believes our insured was liable for
your damagesOur insured had a valid policy in force on the date of loss and liability is not disputedYour vehicle has been inspected and an estimate of repairs has been completedBecause this loss occurred at 2:30am and the Company has been unable to confirm if our insured was DUI the Company requires a more diligent investigation into the facts surrounding this loss than might normally be the caseThe Company believes the investigation will conclude soonThe Company will keep you informed as to the status of your claim
Complaint:
I am rejecting this response because:
I spoke to L*** *** on March 16th he updated me on the fact that he was able to speak to the transit about the claim I made with
themHe also stated that my estimate letter should be in the mail soonI asked him questions about the claim he gave me simple answersI do remember asking him if he needed any information from me at all including the information about the shop where I was going to take my car for repairs, he gave me a simple noI've received a check to pay for the repairs but my repair shop is asking for an estimate letter and they too have not been able to contact my insurance Now I've received a letter dated March from alliance United it's states:"We are unable to bring your claim to conclusion at the present time.... The reason for our need for additional time to conclude your claim is as follows:Please contact us and advise us who you will go through for damages to your vehicle.Sincerely, L*** ***"I am just upset because I clearly asked to give him this information so that my claim could be over and done with now they keep giving me a hard time and not to mention rudeness and lack of communicationI haven't at any time been rude or obnoxious when speaking to them I don't see why they can't just do their job accordingly and efficiently. I would prefer if they can just email me
Regards,
T*** ***
We understand your frustration and apologize for the length of time it is taking to conclude the claim so you are compensated for your property damageUnfortunately with two vehicles we are responsible for and with our insured having low limits we have to gather all damages to determine if we will
have enough limits for you and the owner of the other vehicleWe have obtained the damages to both vehicles, both being a total loss, and all was left was we needed any rental or out of pocket loss of use claims from you and other owner
We just recently was able to verify with you and the other owner that there are no rental or loss of use claims being made by either one of youBeing that the damages to both vehicles exceeds our insured's limits we will have to pro-rate the amount we are able to pay you within our insured's limitsReleases will need to be sent to you and the other owner to sign and send back to us before we can issue payment to youKeep in mind that we will need both signed releases before we can issue payment to you
Again we apologize for the length of time it is taking and you should receive the release with the amount we are able to pay you soonPlease feel free to contact me with any questions you may have
L*** *** Claims Department - Team Manager
Complaint:
I am rejecting this response because:This is simply untrueI haven't received a response in writing as to the status of my claimNor have I received notice that I should be expecting a notice in writing as to the status of my claimAll I've gotten are voicemails from various personnel with information that doesn't necessarily match upI have now had to get my own insurance involved to settle this claimI hope that this company can at least provide some sort of written documentation as to the status of my claim so that I can move on with my life. Again, no written correspondence has been provided as to the latest status of my claimThe only written notice I received was back in August when the claim was first opened
Regards,
N*** ***
Claim D0####6CA16: The Company regrets any difficulty you may have experienced trying to reach our adjusterOur records reveal we spoke directly to you via ###-###-#### on 09/04/2016, on 09/06/2016, on 09/09/2016, on 09/26/2016, on 09/30/2016, on 10/03/and on 10/07/This does not include
voicemails the Company left for you asking a return call or email exchangesOur phone system captured calls from ###-###-#### which were so short in duration that our adjuster was unable to pick up the phone in time and our voicemail system were unable to pick up before the call was terminated on your endThis pattern suggests you terminated your call to us times when the voicemail system was triggeredYour loss occurred less than one hour after you asked us to rewrite your policy, this triggered a coverage investigationYou wrote: I forgot to payim paying nowThanksYour loss occurred at 11:00pm, this too became part of the investigationThe Company has asked the handling adjuster to contact you today
Our records reveal D*** phoned you on Friday June 10, to let you know we concluded our liability investigation and
have made payment to you for the estimated damages to your vehicle on June 10, with our check in the amount of $
We have mailed you the
estimate of repairs under separate cover
Once you have authorized the repairs to your vehicle at the shop of your choice your shop will conduct a tear down of the damaged vehicle
and may discover additional damages, if they do, they will call the appraiser directly to have any and all supplement request approved
We may afford replacement vehicle while your vehicle is actually under repair
Our insured’s policy will not afford delays in the repairs to your vehicle for any reason
The Company regrets any difficulty you may have experienced trying to reach our adjusterThe handling adjuster has been asked to call you today, kindly pickup your phone when she calls if possible.A*** *** can be reached at ***@allianceunited.com or ###-###-####Her manager Frances
Ayala can be reached at ###-###-####
Complaint:
I am rejecting this response because: First, me moving was not the reason I did not receive your letter/ noticeI took the appropriate steps in both moves to make sure all of my mail was forwarded, as I stated in my conversation with your companyI also checked my mail at both of the previous addresses until the forwarding was in effectSo, you using that as a reason for me not receiving your company's letter is false. Second, after reviewing more information your autorenewal procedures are not in compliance with California lawAccording to the automatic renewal law, the terms of automatic renewal must be clear and conspicuousThe contract must also state the terms of the renewal and hoe to cancelThe auto renewal must also have the consumer's consentYour contract did not meet those terms. This is the final effort to resolve with your company's errorsShould you choose not to resolve this matter in a reasonable manner, others avenues will be pursued.
Regards,
C*** ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed]
Complaint:
I am rejecting this response because: The check was sent to the incorrect zip codeI spoke with a representative this morning and gave her the correct zipI would like to keep this open until I receive the new check
Regards,
C*** ***
Complaint:
I am rejecting this response because:
My damage was almost $3,so how can I accept this much, I don't have anything to do with the other partyMy insurance AAA told me that I should get percent coverageAnd they have offered two different offers and nothing has come to an agreementI'm not asking anything else expect my damage done to my vehicle while parkedI will not settle for less than what the original appraisal from Alliance private appraisals agent
Regards,
M** ***
Complaint:
I am rejecting this response because: Vehicle is still not fixed nor the appraiser has contacted meClaim number of this incident is
Regards,
*** ***
When your policy renewed effective August 3, the first payments were submitted prior to the system generating a bill. If the payment is submitted early (prior to a bill generating) our system sees
that the policy has been paid and a bill will not generate until the next payment is due. On March 23, you spoke with customer service and were informed due to the equity in the policy a payment was not needed until the end of April and you advised a payment would be submitted mid April, our records do not show a payment was receivedA notice of cancellation was mailed to you on June 12, stating you could pay the minimum due in the amount of $or the full balance due in the amount of $50.77. Payment was not received and the policy lapsed due to non-payment of premium. We received a call from you on July 3, 2015 requesting our office to cancel your policy. Customer service advised you we would need a signed and dated written request. As of today we have not received your written request to cancel. Once we receive your written request we can proceed with the cancellation of your policy.Sincerely,B*** ***SrPolicy Compliance SpecialistAlliance United Insurance Services
Hi C*** ***, The claim number you provided does not appear to be correctThe insured on our claim 28**is a M*** *** with a date of loss of 12/19/Is there a policy number we can look up ? M*** *** *** Alliance United Insurance Company/CA Claims Auditor II Compliance
Complaint:
I am rejecting this response because: as the attached image shows my
vehicle was checked in and has been at the shop since Thursday May 26thThe shop has made attempts to reach to claims adjuster to expedite the process and get the independent appraisers info and has had no luck in getting a responseThe shop was open during business hours Friday and has not received any inquiries about anything regarding this claimPlease pick up the slack and fix this issue ASAP as there is no rental on the policy and the car is not drivable!!
Regards,
He*** ** ***
Dear J*** ***: Our records reveal we spoke to you directly on 10/14/9:17:AM and our adjuster S*** *** explained we have been unable to reach our insured to confirm the facts of the lossPlease understand we are unable to provide coverage under our
insured’s policy unless
there has been full compliance with all terms of our
insured’s policy and this includes our insured's cooperation in confirming the facts of the lossAlthough California statutes prevent us from releasing our
insured’s personal information to anyone, we are able to advise you, that for
this loss, there was not full compliance with all terms of this policy and
as such, no coverage can be extended for the above referenced lossIf you have any additional information you would like us to consider kindly contact our adjuster S*** *** at ###-###-#### XThank YouM*** *** ***Alliance
United Insurance CompanySenior D.O.ICompliance
Auditor
Dear MrC***,Please review the last line of our email to you dated Monday, November 09, 2:PM: From: Cynthia Sixta [Alliance United - Claims] Sent: Monday, November 09, 2:PM To: 'personal' Subject: RE: I have sent you payment $for the initial damages and a copy of
the estimate has been sent to you as well. You can take your vehicle to any shop you choose to have the repairs completed. You need to make sure that you take a copy of the initial estimate with you to the shop as we will only pay for the damages as listed in the initial estimate. Should the shop find any additional damages after they begin repairs, the shop needs to contact the appraiser for approval and a check will be sent direct to the shop for the additional damagesAs far as your car rental, we do not have a direct relationship with any rental car companies. We pay for rental on a reimbursement basis only for the time needed for the repairs to be completed only. We will pay for a like vehicle and for rental and tax only. We do not pay for upgrades or insuranceC*** *** Claims Adjuster Alliance United Insurance Company ###-###-#### EXT ***@allianceunited.com
The Company regrets any delay in the processing of your claim Our insured’s automobile insurance policy allows us to make payment to another party when the Company believes our insured was legally liable for those damagesIn this case, the Company believes our insured was liable for
your damagesOur insured had a valid policy in force on the date of loss and liability is not disputedYour vehicle has been inspected and an estimate of repairs has been completedBecause this loss occurred at 2:30am and the Company has been unable to confirm if our insured was DUI the Company requires a more diligent investigation into the facts surrounding this loss than might normally be the caseThe Company believes the investigation will conclude soonThe Company will keep you informed as to the status of your claim
Complaint:
I am rejecting this response because:
I spoke to L*** *** on March 16th he updated me on the fact that he was able to speak to the transit about the claim I made with
themHe also stated that my estimate letter should be in the mail soonI asked him questions about the claim he gave me simple answersI do remember asking him if he needed any information from me at all including the information about the shop where I was going to take my car for repairs, he gave me a simple noI've received a check to pay for the repairs but my repair shop is asking for an estimate letter and they too have not been able to contact my insurance Now I've received a letter dated March from alliance United it's states:"We are unable to bring your claim to conclusion at the present time.... The reason for our need for additional time to conclude your claim is as follows:Please contact us and advise us who you will go through for damages to your vehicle.Sincerely, L*** ***"I am just upset because I clearly asked to give him this information so that my claim could be over and done with now they keep giving me a hard time and not to mention rudeness and lack of communicationI haven't at any time been rude or obnoxious when speaking to them I don't see why they can't just do their job accordingly and efficiently. I would prefer if they can just email me
Regards,
T*** ***
The Company received your signed Property Damage release
Check 675-####in the amount of $5,was mailed to your attorney’s office on September 21,
Your Collision Coverage claim information has been provided to your attorney’s office
We understand your frustration and apologize for the length of time it is taking to conclude the claim so you are compensated for your property damageUnfortunately with two vehicles we are responsible for and with our insured having low limits we have to gather all damages to determine if we will
have enough limits for you and the owner of the other vehicleWe have obtained the damages to both vehicles, both being a total loss, and all was left was we needed any rental or out of pocket loss of use claims from you and other owner
We just recently was able to verify with you and the other owner that there are no rental or loss of use claims being made by either one of youBeing that the damages to both vehicles exceeds our insured's limits we will have to pro-rate the amount we are able to pay you within our insured's limitsReleases will need to be sent to you and the other owner to sign and send back to us before we can issue payment to youKeep in mind that we will need both signed releases before we can issue payment to you
Again we apologize for the length of time it is taking and you should receive the release with the amount we are able to pay you soonPlease feel free to contact me with any questions you may have
L*** *** Claims Department - Team Manager
Complaint:
I am rejecting this response because:This is simply untrueI haven't received a response in writing as to the status of my claimNor have I received notice that I should be expecting a notice in writing as to the status of my claimAll I've gotten are voicemails from various personnel with information that doesn't necessarily match upI have now had to get my own insurance involved to settle this claimI hope that this company can at least provide some sort of written documentation as to the status of my claim so that I can move on with my life. Again, no written correspondence has been provided as to the latest status of my claimThe only written notice I received was back in August when the claim was first opened
Regards,
N*** ***
We apologize for any continued frustrations. We have forwarded your follow up to claims management and they will review the file again and be in touch
Claim D0####6CA16: The Company regrets any difficulty you may have experienced trying to reach our adjusterOur records reveal we spoke directly to you via ###-###-#### on 09/04/2016, on 09/06/2016, on 09/09/2016, on 09/26/2016, on 09/30/2016, on 10/03/and on 10/07/This does not include
voicemails the Company left for you asking a return call or email exchangesOur phone system captured calls from ###-###-#### which were so short in duration that our adjuster was unable to pick up the phone in time and our voicemail system were unable to pick up before the call was terminated on your endThis pattern suggests you terminated your call to us times when the voicemail system was triggeredYour loss occurred less than one hour after you asked us to rewrite your policy, this triggered a coverage investigationYou wrote: I forgot to payim paying nowThanksYour loss occurred at 11:00pm, this too became part of the investigationThe Company has asked the handling adjuster to contact you today
Our records reveal D*** phoned you on Friday June 10, to let you know we concluded our liability investigation and
have made payment to you for the estimated damages to your vehicle on June 10, with our check in the amount of $
We have mailed you the
estimate of repairs under separate cover
Once you have authorized the repairs to your vehicle at the shop of your choice your shop will conduct a tear down of the damaged vehicle
and may discover additional damages, if they do, they will call the appraiser directly to have any and all supplement request approved
We may afford replacement vehicle while your vehicle is actually under repair
Our insured’s policy will not afford delays in the repairs to your vehicle for any reason
The Company regrets any difficulty you may have experienced trying to reach our adjusterThe handling adjuster has been asked to call you today, kindly pickup your phone when she calls if possible.A*** *** can be reached at ***@allianceunited.com or ###-###-####Her manager Frances
Ayala can be reached at ###-###-####
Complaint:
I am rejecting this response because: First, me moving was not the reason I did not receive your letter/ noticeI took the appropriate steps in both moves to make sure all of my mail was forwarded, as I stated in my conversation with your companyI also checked my mail at both of the previous addresses until the forwarding was in effectSo, you using that as a reason for me not receiving your company's letter is false. Second, after reviewing more information your autorenewal procedures are not in compliance with California lawAccording to the automatic renewal law, the terms of automatic renewal must be clear and conspicuousThe contract must also state the terms of the renewal and hoe to cancelThe auto renewal must also have the consumer's consentYour contract did not meet those terms. This is the final effort to resolve with your company's errorsShould you choose not to resolve this matter in a reasonable manner, others avenues will be pursued.
Regards,
C*** ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed]
Complaint:
I am rejecting this response because: The check was sent to the incorrect zip codeI spoke with a representative this morning and gave her the correct zipI would like to keep this open until I receive the new check
Regards,
C*** ***
Complaint:
I am rejecting this response because:
My damage was almost $3,so how can I accept this much, I don't have anything to do with the other partyMy insurance AAA told me that I should get percent coverageAnd they have offered two different offers and nothing has come to an agreementI'm not asking anything else expect my damage done to my vehicle while parkedI will not settle for less than what the original appraisal from Alliance private appraisals agent
Regards,
M** ***
Complaint:
I am rejecting this response because: Vehicle is still not fixed nor the appraiser has contacted meClaim number of this incident is
Regards,
*** ***
When your policy renewed effective August 3, the first payments were submitted prior to the system generating a bill. If the payment is submitted early (prior to a bill generating) our system sees
that the policy has been paid and a bill will not generate until the next payment is due. On March 23, you spoke with customer service and were informed due to the equity in the policy a payment was not needed until the end of April and you advised a payment would be submitted mid April, our records do not show a payment was receivedA notice of cancellation was mailed to you on June 12, stating you could pay the minimum due in the amount of $or the full balance due in the amount of $50.77. Payment was not received and the policy lapsed due to non-payment of premium. We received a call from you on July 3, 2015 requesting our office to cancel your policy. Customer service advised you we would need a signed and dated written request. As of today we have not received your written request to cancel. Once we receive your written request we can proceed with the cancellation of your policy.Sincerely,B*** ***SrPolicy Compliance SpecialistAlliance United Insurance Services
Our records reveal you accepted our total loss offer yesterday