Complaint: 11570985
I am rejecting this response because:The business continues to talk in circles as part of their business strategy and delay or avoid payments. The Department of Insurance, media and legal remedies are the only alternatives to solving this very simple issue. My numerous phone calls and reaching out to the Revdex.com were informal and no cost options to resolve this issue where the business is legally liable. Unfortunately, more time, energy and resources will be spent for the same outcome.
Regards,
E[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11735379, and find that this resolution is somewhat satisfactory to me. I would appreciated if I continued getting updates on the progress of the case.
Regards,
A[redacted]
The Company regrets any difficulty you may have experienced trying to reach our adjuster.
Our best practice is to pick up our telephones each time they ring. Although this is not always possible, it is our goal.
When our adjusters are engaged with another person’s claim they are sometimes unable...
to pick up the phone when it rings.
In those cases, we rely on our voicemail system to record your request so we may return your call.
The Company reissued your Property damage payment, to the same address, per your request.
We regret any difficulty you may have experienced trying to reach our adjuster.
Our best practice is to pick up our telephones each time they ring.
Although this is not always possible, it is our goal.
When our adjusters are engaged with another person’s claim they are sometimes unable to pick...
up the phone when it rings.
In those cases, we rely on our voicemail system to record your request so we may return your call.
On February 17, 2016 we requested all medical records from your provider Foxworthy Chiropractic Center, as of today’s day they have not responded.
Please contact your provider and ask that they cooperate so that we may move your claim to conclusion.
Sincerely,
M[redacted]
Alliance United Insurance Company/CA
Claims Auditor II Compliance
Complaint: 11670897
I am rejecting this response because:They call my wife only one time saying...
that they was going to send a document to her to sign and also they said that the supervisor will take care of the problem R[redacted], my cars in the shop for two months already and we need the card to use it. This is a brand-new car with less than 2000 miles and is sitting there because my insurance company is not taking Serious this situation, this is the second complain and I would like to have somebody who actually call my wife or call me to resolve this problem because we keep paying for the insurance on they are not even taking care of us as customers.I want this insurance company to finish the job and stop asking the same questions again and again and again, we are paying full coverage for this vehicle on we need the car to be fixed.
Regards,
R[redacted]
Complaint: 11630107
I am rejecting this response because: I have no record of calls from Mr Koon, until this morning, 8/18 at 8:30am. My phone did not ring, it went straight to voice mail, and he left me a voice mail. (In my full voice mail box that he claims). He seems confused. He states that he needs to set up a time that he can get my car appraised so we can go ahead and get it fixed. Then he states that he hasn't received any paper work from USAA for what they paid to have the car fixed. He says that the rental car reimbursement is only for the time that the car was in the shop getting fixed.(it was..less actually) It has been almost two months since I got my car out of the shop, and it took almost two months to fix it. One of the down sides of owning an electric vehicle. The rental car was actually for less time than the car was in the shop. I have submitted the receipts to you, my insurance company has submitted the receipts. Feel free to call them, I know they have contacted you on multiple occasions. USAA. You should have their contact information. Right now, the only thing that is going to satisfy me, is reimbursement of the rental car. You can call my Mom, T[redacted] at ###-###-#### if you can not reach me, if you need to contact me any further.
Regards,
K[redacted]
We have advised you in writing that we are currently investigation a...
coverage issue. We are not able to consider your damages or demand at this time. We will advise you when our investigation is complete. You may return the handling adjusters calls to you if you wish the status of our investigation at any time.
Complaint: 11179038
I am rejecting this response because:1, The business was trying to say that they responded to my contact requests and did speak with me, but simply by looking at the records, the response time is unreasonably long. from 1/3 the call in which I reported the accident, to 1/13 another call, it's 10 days. From 1/21 the inspection to 1/28 we were able to speak again, another week. From 1/28 to 2/24, almost another month.2, The business shows that I had 4 times calling in but hang up too quick. Those are the times I already left a message before and assumed that they had known about the requests. I expect that the business should reply to my message the first time I record it. I believe there is no reason the customer has to record the same request over and over.3, On 1/21 I remember it was the inspector who called and instructed me to pick up my belongings and leave the car. I followed the instruction and left the car at the location the inspection happened. I don't understand how they came up with the number of "7 days storage fee" they would owe, and don't know why they think I "picked up the vehicle, moved it to another fee accruing facility". The only thing I could guess is that they confused with the two locations, the towing company that the car was towed to immediately after the accident (1/2), and the body shop I asked the tow company tow the car to on 1/13. The inspection was 1/21. I did not move the car to other places after that. The storage fee I complained about includes the storage fee that occurred after the inspection, from the day the car was left in the body shop after the inspection on 1/21, and it was far more than 7 days.4, The business claimed that I was not cooperative. The fact is on 1/28 I did tell the adjuster the driver was not with us at the time we spoke and promised to call her back. The second day (1/29) I remembered I called but no one picked up so I left a message, and I also emailed the adjuster saying that the driver was with me and asked her to call me back ASAP. But nothing came back from the adjuster after that. Please check your call and email records.5, There are no conflicts in all my statements. Again, 1/14 I asked the tow company to move the car to body shop. The 1/21 was the inspection, and then I left the car at body shop either the same day or the day after that. After that I did not move the car to anywhere and thought the company should handle the car after that. On 2/22 I told her I don't know where the car was only because I thought the car had been picked up by the company. So, I did move the car from tow company to body shop, but did not move it from body shop, where the inspection happened, to anywhere else. Hence the business said that I moved the car after inspection was not true.6. The saying that on 1/4 they "verbally" offered to pick up the car, and asked me to mitigate the damage. But as the records provided by themselves, there were no calls on that day.7. In the response message it says I was inaccurate on saying "then no one from Alliance has ever contacted me on this until 2/17", because "we spoke to you directly on 02/24/2016 for 6 minutes"... Just look at the date, they spoke to me on 2/24, it was after 2/17, OK? I was accurate on this fact that they did not let me know that the car was not picked up after the inspection until 2/17.The whole message was trying to blame me in order to cover their fault on not being able to process my case properly and promptly. And from the inaccuracies showed in the message, they seem to not understand the whole story at all. Therefore I think it is not acceptable, and hereby request a deeper investigation on this on their end and responses to the facts I pointed out as above.
Regards,
[redacted]
Alliance United Insurance Company is in receipt of your complaint dated 10/26/2017. Kindly allow this to serve as the Company’s response. The Company is unable to provide coverage under our insured’s policy unless there has been full compliance with all terms of our insured’s policy, including...
our insured’s cooperation with our investigation. Completing the affidavit of vandalism including getting the document notarized is part of the investigation. If you take your vehicle to the shop of your choice, authorize the teardown and repairs to your vehicle and your shop can confirm and support the damages exceed the estimate of repairs that was completed on your vehicle your shop is instructed to call the appraiser directly. The appraiser will determine if those damages can be considered and if a Supplement would be warranted. If your shop has presented you with an estimate of repairs that includes only the accident related damages we would be happy to review it and respond.
Complaint: 11537171
I am rejecting this response because: -Claims adjustor is attempting to close the claim without seeing my vehicle. I have pictures of the damage sustained by my vehicle and the insured's vehicle and Y[redacted] (adjustor) told me not to send these pictures because I paid my deductible through my insurance company (Wawanesa) to get my vehicle repaired. -I'm not understanding how Alliance United has not heard from their insured when their insured filed a claim while still at the scene of the accident (I was there) and when I called the main number of Alliance United, the employee on the other line told me the insured already filed a claim, gave me the claim number and gave me the name of the claims adjustor (Y[redacted]). Also, the insured spoke to the claims adjustor from my insurance company (Wawanesa).-Alliance United has been absolutely negligent while handling my claim due to the fact that they made no attempt to speak to the claims adjustor from my insurance company, did not attempt to send an inspector out to look at my vehicle and if their claims of "not hearing from their insured" are true, they are attempting to close a claim without hearing from their insured. I received a letter with the date of June 21, 2016 which is the same day I spoke to Y[redacted] on the phone. The letter stated the investigation was closed. How is the investigation closed when you guys supposedly still haven't talked to your insured?Regards,No[redacted]
Regards,
Noelle Montgomery
Collision Claim: D0####7CA16, date of loss 10/22/2016, insured rear ended claimant. The insured did not purchase Renal Reimbursement coverage. The Company offered to pick up insured’s vehicle from a tow-yard, insured asked...
that AAA tow the insured vehicle to the insured’s home. AAA towed IV to insured’s home, per insured’s request. An estimate of repairs was completed at Copart, loss related damages less than $1,000.00 deductible. The Company offered to have a Direct Repar Facility (DRP) to teardown insured vehicle to determine IF the insured vehicle’s damage would be over insured’s $1,000.00 deductible, insured accepted offer to have DRP be her shop of choice. Insured vehicle stolen from insured’s shop of choice. (DRP). D0####7CA16 Claim closed. Theft Claim: D0####7CA16, date of loss 11/04/2016, IV theft, Theft claims contain a provision that allows the Company to reimburse the insured up to $10.00 per day for a maximum of $300.00. The Company is conducting a theft investigation at this time. Only a vehicle owner can authorize the movement or repairs to their own vehicle.
Hi Dante, G[redacted]44We are unable to provide coverage under our insured’s policy unless there has been full compliance with all terms of our insured’s policy. Although California Law prevent us from releasing our insured’s personal information to anyone, we are able to tell you, that on the date of the loss there was not full compliance with all terms of this policy. The operator of our insured’s vehicle on the date of loss was not listed on our insured’s policy on the date of loss and as such, no coverage can be extended for the above referenced loss. Permissive use is not material to this denial. If you feel that your claim has been wrongfully denied or rejected, you may have the file reviewed by the following state agency: California Department of Insurance Consumer Services Division 300 S. Spring St. Los Angeles, CA 90013 (800)[redacted]-HELP or ###-###-#### Internet: www.insurance.ca.gov
We apologize for any problems you may have with your claim. Your concerns are being addressed by the claims management team and they will review your file and contact you to regarding the status of your claim.
We received your inquiry sent on 1/19/2016 asking what was needed to cancel this policy. We advised a signed written request was required and provided our fax number as well as the contact information for your broker. Our office received a written request on 1/21/2016 but the...
request was not signed. We sent a memo to you on 1/27/2016 advising we could not process the cancellation as the request was not signed. On 1/29/2016 we received the signed request to cancel and the policy was cancelled pro-rate effective 1/30/2016 as per our underwriting guidelines.Even though the signed request was not received until 1/29/2016 I will correct the cancellation date to be effective 1/21/2016 which is the date of your first written request to cancel.Please keep in mind any fees that may have been charged by the broker for servicing your account are separate from premium payments made to the company. Our office received one payment in the amount of $255.42 on 1/19/2016.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12560643, and find that this resolution is satisfactory to me.
Regards,
B[redacted]
Our insured had a valid policy in force on the date of the loss and liability is not disputed. The loss related Property Damage total may exceed our insured’s Property Damage limit. As such, the Company is currently collecting and confirming all Property Damage estimates as directly related to the...
above referenced loss. Once all of the loss related Property Damages can be confirmed the Company will know if the total of all Property Damage exceeds our insured’s Property Damage policy limit. If the total loss related Property Damages exceed our insured’s Property Damage limit the Company will extend apportioned, or pro rata, offers to settle each party’s damages. If each party agrees to the settlement offers the Company will mail out Property Damage releases to each party. Once each of Property Damage releases are signed and returned to us the Company will be able to process Property Damage payments in the agreed amounts to each party.
we have asked our assigned adjuster G[redacted] call you at once.
Complaint: 11570985
I am rejecting this response because:The business continues to talk in circles as part of their business strategy and delay or avoid payments. The Department of Insurance, media and legal remedies are the only alternatives to solving this very simple issue. My numerous phone calls and reaching out to the Revdex.com were informal and no cost options to resolve this issue where the business is legally liable. Unfortunately, more time, energy and resources will be spent for the same outcome.
Regards,
E[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11735379, and find that this resolution is somewhat satisfactory to me. I would appreciated if I continued getting updates on the progress of the case.
Regards,
A[redacted]
The Company regrets any difficulty you may have experienced trying to reach our adjuster.
Our best practice is to pick up our telephones each time they ring. Although this is not always possible, it is our goal.
When our adjusters are engaged with another person’s claim they are sometimes unable...
to pick up the phone when it rings.
In those cases, we rely on our voicemail system to record your request so we may return your call.
The Company reissued your Property damage payment, to the same address, per your request.
We regret any difficulty you may have experienced trying to reach our adjuster.
Our best practice is to pick up our telephones each time they ring.
Although this is not always possible, it is our goal.
When our adjusters are engaged with another person’s claim they are sometimes unable to pick...
up the phone when it rings.
In those cases, we rely on our voicemail system to record your request so we may return your call.
On February 17, 2016 we requested all medical records from your provider Foxworthy Chiropractic Center, as of today’s day they have not responded.
Please contact your provider and ask that they cooperate so that we may move your claim to conclusion.
Sincerely,
M[redacted]
Alliance United Insurance Company/CA
Claims Auditor II Compliance
Complaint: 11670897
I am rejecting this response because:They call my wife only one time saying...
that they was going to send a document to her to sign and also they said that the supervisor will take care of the problem R[redacted], my cars in the shop for two months already and we need the card to use it. This is a brand-new car with less than 2000 miles and is sitting there because my insurance company is not taking Serious this situation, this is the second complain and I would like to have somebody who actually call my wife or call me to resolve this problem because we keep paying for the insurance on they are not even taking care of us as customers.I want this insurance company to finish the job and stop asking the same questions again and again and again, we are paying full coverage for this vehicle on we need the car to be fixed.
Regards,
R[redacted]
Complaint: 11630107
I am rejecting this response because: I have no record of calls from Mr Koon, until this morning, 8/18 at 8:30am. My phone did not ring, it went straight to voice mail, and he left me a voice mail. (In my full voice mail box that he claims). He seems confused. He states that he needs to set up a time that he can get my car appraised so we can go ahead and get it fixed. Then he states that he hasn't received any paper work from USAA for what they paid to have the car fixed. He says that the rental car reimbursement is only for the time that the car was in the shop getting fixed.(it was..less actually) It has been almost two months since I got my car out of the shop, and it took almost two months to fix it. One of the down sides of owning an electric vehicle. The rental car was actually for less time than the car was in the shop. I have submitted the receipts to you, my insurance company has submitted the receipts. Feel free to call them, I know they have contacted you on multiple occasions. USAA. You should have their contact information. Right now, the only thing that is going to satisfy me, is reimbursement of the rental car. You can call my Mom, T[redacted] at ###-###-#### if you can not reach me, if you need to contact me any further.
Regards,
K[redacted]
We have advised you in writing that we are currently investigation a...
coverage issue. We are not able to consider your damages or demand at this time. We will advise you when our investigation is complete. You may return the handling adjusters calls to you if you wish the status of our investigation at any time.
Complaint: 11179038
I am rejecting this response because:1, The business was trying to say that they responded to my contact requests and did speak with me, but simply by looking at the records, the response time is unreasonably long. from 1/3 the call in which I reported the accident, to 1/13 another call, it's 10 days. From 1/21 the inspection to 1/28 we were able to speak again, another week. From 1/28 to 2/24, almost another month.2, The business shows that I had 4 times calling in but hang up too quick. Those are the times I already left a message before and assumed that they had known about the requests. I expect that the business should reply to my message the first time I record it. I believe there is no reason the customer has to record the same request over and over.3, On 1/21 I remember it was the inspector who called and instructed me to pick up my belongings and leave the car. I followed the instruction and left the car at the location the inspection happened. I don't understand how they came up with the number of "7 days storage fee" they would owe, and don't know why they think I "picked up the vehicle, moved it to another fee accruing facility". The only thing I could guess is that they confused with the two locations, the towing company that the car was towed to immediately after the accident (1/2), and the body shop I asked the tow company tow the car to on 1/13. The inspection was 1/21. I did not move the car to other places after that. The storage fee I complained about includes the storage fee that occurred after the inspection, from the day the car was left in the body shop after the inspection on 1/21, and it was far more than 7 days.4, The business claimed that I was not cooperative. The fact is on 1/28 I did tell the adjuster the driver was not with us at the time we spoke and promised to call her back. The second day (1/29) I remembered I called but no one picked up so I left a message, and I also emailed the adjuster saying that the driver was with me and asked her to call me back ASAP. But nothing came back from the adjuster after that. Please check your call and email records.5, There are no conflicts in all my statements. Again, 1/14 I asked the tow company to move the car to body shop. The 1/21 was the inspection, and then I left the car at body shop either the same day or the day after that. After that I did not move the car to anywhere and thought the company should handle the car after that. On 2/22 I told her I don't know where the car was only because I thought the car had been picked up by the company. So, I did move the car from tow company to body shop, but did not move it from body shop, where the inspection happened, to anywhere else. Hence the business said that I moved the car after inspection was not true.6. The saying that on 1/4 they "verbally" offered to pick up the car, and asked me to mitigate the damage. But as the records provided by themselves, there were no calls on that day.7. In the response message it says I was inaccurate on saying "then no one from Alliance has ever contacted me on this until 2/17", because "we spoke to you directly on 02/24/2016 for 6 minutes"... Just look at the date, they spoke to me on 2/24, it was after 2/17, OK? I was accurate on this fact that they did not let me know that the car was not picked up after the inspection until 2/17.The whole message was trying to blame me in order to cover their fault on not being able to process my case properly and promptly. And from the inaccuracies showed in the message, they seem to not understand the whole story at all. Therefore I think it is not acceptable, and hereby request a deeper investigation on this on their end and responses to the facts I pointed out as above.
Regards,
[redacted]
Alliance United Insurance Company is in receipt of your complaint dated 10/26/2017. Kindly allow this to serve as the Company’s response. The Company is unable to provide coverage under our insured’s policy unless there has been full compliance with all terms of our insured’s policy, including...
our insured’s cooperation with our investigation. Completing the affidavit of vandalism including getting the document notarized is part of the investigation. If you take your vehicle to the shop of your choice, authorize the teardown and repairs to your vehicle and your shop can confirm and support the damages exceed the estimate of repairs that was completed on your vehicle your shop is instructed to call the appraiser directly. The appraiser will determine if those damages can be considered and if a Supplement would be warranted. If your shop has presented you with an estimate of repairs that includes only the accident related damages we would be happy to review it and respond.
Complaint: 11537171
I am rejecting this response because: -Claims adjustor is attempting to close the claim without seeing my vehicle. I have pictures of the damage sustained by my vehicle and the insured's vehicle and Y[redacted] (adjustor) told me not to send these pictures because I paid my deductible through my insurance company (Wawanesa) to get my vehicle repaired. -I'm not understanding how Alliance United has not heard from their insured when their insured filed a claim while still at the scene of the accident (I was there) and when I called the main number of Alliance United, the employee on the other line told me the insured already filed a claim, gave me the claim number and gave me the name of the claims adjustor (Y[redacted]). Also, the insured spoke to the claims adjustor from my insurance company (Wawanesa).-Alliance United has been absolutely negligent while handling my claim due to the fact that they made no attempt to speak to the claims adjustor from my insurance company, did not attempt to send an inspector out to look at my vehicle and if their claims of "not hearing from their insured" are true, they are attempting to close a claim without hearing from their insured. I received a letter with the date of June 21, 2016 which is the same day I spoke to Y[redacted] on the phone. The letter stated the investigation was closed. How is the investigation closed when you guys supposedly still haven't talked to your insured?Regards,No[redacted]
Regards,
Noelle Montgomery
Collision Claim: D0####7CA16, date of loss 10/22/2016, insured rear ended claimant. The insured did not purchase Renal Reimbursement coverage. The Company offered to pick up insured’s vehicle from a tow-yard, insured asked...
that AAA tow the insured vehicle to the insured’s home. AAA towed IV to insured’s home, per insured’s request. An estimate of repairs was completed at Copart, loss related damages less than $1,000.00 deductible. The Company offered to have a Direct Repar Facility (DRP) to teardown insured vehicle to determine IF the insured vehicle’s damage would be over insured’s $1,000.00 deductible, insured accepted offer to have DRP be her shop of choice. Insured vehicle stolen from insured’s shop of choice. (DRP). D0####7CA16 Claim closed. Theft Claim: D0####7CA16, date of loss 11/04/2016, IV theft, Theft claims contain a provision that allows the Company to reimburse the insured up to $10.00 per day for a maximum of $300.00. The Company is conducting a theft investigation at this time. Only a vehicle owner can authorize the movement or repairs to their own vehicle.
D01####CA17 The Company has requested staff adjuster D[redacted] contact you today. He can be reached at ###-###-#### or [redacted]@allianceunited.com
We have escalated your complaint to claims management. They will review your file and contact you as soon as possible.
We have attached a letter addressing your issues. We apologize for any trouble you have had contacting your adjuster.
Hi Dante, G[redacted]44We are unable to provide coverage under our insured’s policy unless there has been full compliance with all terms of our insured’s policy. Although California Law prevent us from releasing our insured’s personal information to anyone, we are able to tell you, that on the date of the loss there was not full compliance with all terms of this policy. The operator of our insured’s vehicle on the date of loss was not listed on our insured’s policy on the date of loss and as such, no coverage can be extended for the above referenced loss. Permissive use is not material to this denial. If you feel that your claim has been wrongfully denied or rejected, you may have the file reviewed by the following state agency: California Department of Insurance Consumer Services Division 300 S. Spring St. Los Angeles, CA 90013 (800)[redacted]-HELP or ###-###-#### Internet: www.insurance.ca.gov
We apologize for any problems you may have with your claim. Your concerns are being addressed by the claims management team and they will review your file and contact you to regarding the status of your claim.
We received your inquiry sent on 1/19/2016 asking what was needed to cancel this policy. We advised a signed written request was required and provided our fax number as well as the contact information for your broker. Our office received a written request on 1/21/2016 but the...
request was not signed. We sent a memo to you on 1/27/2016 advising we could not process the cancellation as the request was not signed. On 1/29/2016 we received the signed request to cancel and the policy was cancelled pro-rate effective 1/30/2016 as per our underwriting guidelines.Even though the signed request was not received until 1/29/2016 I will correct the cancellation date to be effective 1/21/2016 which is the date of your first written request to cancel.Please keep in mind any fees that may have been charged by the broker for servicing your account are separate from premium payments made to the company. Our office received one payment in the amount of $255.42 on 1/19/2016.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12560643, and find that this resolution is satisfactory to me.
Regards,
B[redacted]
Our insured had a valid policy in force on the date of the loss and liability is not disputed. The loss related Property Damage total may exceed our insured’s Property Damage limit. As such, the Company is currently collecting and confirming all Property Damage estimates as directly related to the...
above referenced loss. Once all of the loss related Property Damages can be confirmed the Company will know if the total of all Property Damage exceeds our insured’s Property Damage policy limit. If the total loss related Property Damages exceed our insured’s Property Damage limit the Company will extend apportioned, or pro rata, offers to settle each party’s damages. If each party agrees to the settlement offers the Company will mail out Property Damage releases to each party. Once each of Property Damage releases are signed and returned to us the Company will be able to process Property Damage payments in the agreed amounts to each party.