ComplaintsforNorth American Risk Services, Inc.

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  October 7, 2024 am an 18 wheel flatbed with drywall and a motorized loader on rear backed into my vehicle. I was well over 20 feet behind the rear of the truck, but the loader projected out and was crashed onto my hood. The driver reported after the fact that he was over the pedestrian crossing and pedestrians were approaching. I first thought he was sliding while trying to get in gear. I did not see backup lights due to the loading vehicle on the trucks rear. When I realized he was backing, I blew my horn frantically. I then realized he wasnt going to stop and I tried to put my vehicle in reverse, while blowing the horn, while simultaneously trying to find the seat recline as I feared the mounted vehicle could take the top of my vehicle off. In desperation I opened my door thinking I was about to be trapped. I was able to get out as my windshield cracked and the loading vehicle dropped on my hood. The driver was still backing up oblivious to what he had done when I ran to his window and told him to stop. After looking behind him he claimed he didnt see my vehicle in his side mirrors, though as photos show, nearly the full side of my vehicle was clearly visible from his drivers side mirror. The police came and the officer said the truck driver admitted fault. As soon as I got a ride home I immediately filed a claim with North American Risk Services (NARS) . I was told an adjuster would contact me the same or next day. Ive made five calls over 3 days and still no adjuster. I told the first contact that I was preparing supplies to evacuate as a major hurricane was headed directly at my residence in ********* ******* and I needed a replacement vehicle that same day. She told me they would prioritize it. As told in my 4 subsequent calls I also have to get to a Friday ** for neck pain from the accident, and to my daughters TN wedding and reception Oct *****. The storm winds are now here and still no response, no car, no supplies, and Im trapped.

  

  Business response

  10/18/2024

  Mr. **********
  
  We are sorry to hear about your experience and that we have not met your expectations.
  NARS reviews and considers all information when making a liability decision. Investigation is performed to secure information from insured, claimants witnesses and other who can provide information from their perspective with regard to a claimed loss. Unfortunately, there was a slight delay in securing all available information due to the threat of Hurricane ******. Since the majority of the danger of the storm has passed, efforts are again continuing to secure full and complete information so an informed decision can be made as quickly as possible on your claim. If there are any questions with regard to the status of the investigation, please contact your adjuster at ************. 

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Have a claim filled NARS and are refusing to play the claim. They have all documentation that everyone has asked for but continue to give me the runaround I need help to resolve this issue

  

  Business response

  10/07/2024

  We are sorry to hear about your experience and that we have not met your expectations.
  NARS reviews and considers all information when making a liability decision. Based on the information provided to the adjuster it has been determined your claimed loss falls under the category of cargo, which is not a risk that we handle. We are aware an email has been sent to you advising of this finding, with recommendation on how to find out the correct carrier with whom your claim should be filed. 

  Customer response

  10/07/2024

   
  Complaint: 22376416
  
  I am rejecting this response because:
   I have gone through 5 instances companys which all seem to be part of the same group. I email what you asked for. The companys all directed the claim to you. 
  Sincerely,
  
  ***** ****

  

  Business response

  10/08/2024

  Mr. ****,

  Your comments and frustration are noted but unfortunately misdirected. NARS does not have any agreement with the company in question to address the type of claims for which you are seeking relief. It is respectfully suggested you contact the company in question to find out the name of the insurance company that does, in fact, address the type of claims that you need resolved. 

• Initial Complaint

  09/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  "******************" does not exist and never has at ********************************************! NEVER send another piece of mail to this address for them again!

  

  Business response

  10/04/2024

  We apologize for any inconvenience and understand that we were provided with the incorrect address.

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  08/17/2024 Last Saturday I was leaving my neighborhood gas station, as I am driving to exit the ***********. to my right a Triple A tow truck backed into the right side of my car I have damage on my door to where I can't open my passenger door and my right fender is damaged as well as the right side of my bumper along with some right wheel damage as well. It happened so fast...to where I stopped the car and literally was beeping my horn multiple times for the Tow truck driver to stop backing up but he wasn't paying attention at all and literally pierced the right side of my car while backing up, I gave the driver my information but when I asked for his...He didn't give me anything but a business card to the Auto body and Tow shop he works at and told me to contact the owner to get things situated with my car as if it was my fault that he wasn't paying attention while backing up in a service vehicle, at that point I was going to call the police to file a report but then the driver of the tow truck says no need to call them if your not injured, he was a bit rude and unprofessional. I took pictures of the damage on my car and I took pictures of the tow truck which had no damage at all and the license plate. I called my insurance and filed a claim to which we find out who the insurance is which is NARS and so far it has not been a good experience at all I filed a claim with them on Tuesday 08/20/2024 explained everything to them and haven't got a call back or anything since then glad I filed a claim with my insurance because my adjuster just informed today that they are pending liability because the tow truck driver is trying to say I somehow ran into him when my car was not moving at all and he was backing up and not paying attention, I need my car to commute to work and back and now I'm stuck because this ***************** wants to protect unprofessional Tow companies and the adjuster is just no help at all...What happened to simple communication?? TAKING LEGAL ACTION

  

  Business response

  09/03/2024

  
  Thank you for taking the time to share your experience; the feedback is appreciated. Your claim is being investigated in the normal course of handling and no final determination has been made pending completion of the investigation. Your concerns have been escalated to the management level and are being addressed internally. If there are any further questions about your claim, please contact your adjuster at ************. 

  Customer response

  09/18/2024

   
  Complaint: 22185898
  
  I am rejecting this response because:

   

  Consumer

  Most Recent Message

  Date Sent: 9/16/2024 10:14:32 AM
  It has been a month now and nothing has been resolved I've heard nothing from the adjuster. Legal action is about to be taken

  
  

  
  
  Sincerely,
  
  ***** *******

  

  Business response

  09/18/2024

  Mr.*******: We are sorry to hear that our claim handling is not meeting your expectations. Be assured that any issues involving unsatisfactory claim handling have been escalated and addressed internally. NARS will continue to work diligently to resolve your claim. We understand that your adjuster has been in contact with you to move your claim toward resolution. If you feel your concerns have not been fully addressed, please contact your adjuster directly at **************. 

  Customer response

  09/25/2024

   
  Complaint: 22185898
  
  I am rejecting this response because: I'm not accepting anything until this issue has been resolved..It's like the tow truck company is trying to hold out from doing what's right so it's like I have to suffer and my car inspection is next month and my car will not pass inspection due to the right bumper damage your customer caused when they backed into me 08/17/2024. So something needs to get done. I'm trying to hold out from legal action to give you guys a chance to do right but that time is dwindling fast!
  
  Sincerely,
  
  ***** *******

  

  Business response

  09/26/2024

  Mr. ******** Your rejection of the response is noted.However, efforts are continuing to secure information needed to make a final determination of your claim, and it will be completed within mandated time frames. In addition, your representative from your carrier ********************* is in contact with our office regarding the status of your claim. 

  Customer response

  09/30/2024

   
  Complaint: 22185898
  
  I am rejecting this response because: I'm sorry but it shouldn't take this long to determine a desion being made about a driver backing into another drivers vehicle because they failed to pay attention. I have spoken with your customers adjuster and I appreciate her contacting me for updates but it's just not enough...What happened to the video footage the triple a tow truck should have ?? Why are we still waiting on this information...?? Maybe because they don't have the footage...did you all ever think of that?...I'm really sorry but this is just not acceptable..I feel like I'm being treated unfairly and my car is the vehicle that got backed into with damage.  I'm already in communication with a legal representative because this isn't right and I would like to request this claim to get sent to higher management for review.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was parked at a neighbor's house and a large commercial truck came down the street, struck a tree branch which then fell onto my car, and the driver fled the scene, despite me attempting to chase him down. The neighbor also witnessed the incident.I took photos of the truck, and was able to positively identify the trucking company (GM Expedite) whose vehicle it was. The side photo is blurry, but the vehicle number is clearly either a 125 or 123, so the company could easily cross-reference which of those two truck numbers were in the area at the date and time of the incident. I also filed the following two police reports with the City of Dallas:* CRASH REPORT: 007460-2024 * ********* REPORT: 007461-2024 I reached out to the at-fault company (GM Expedite) directly half a dozen times, and they ignored all my calls. Their insurance company NARS is denying liability, stating that a) there was no "unbiased" witness; and b) that the police report doesn't list their insured's (GM Expedite's) name specifically; and c) there was no video of the accident occurring. (The latter is ridiculous -- how would I film an accident in progress?) Given that I have tons of evidence that NARS' insured (GM Expedite) did the damage, I'm appalled that NARS is avoiding paying the damages. Not only am I out over $1,500 for the damage, but it really bothers me when people try to ***** responsibility for their actions, and I hate to have a trucking company let their drivers get away with hit-and-run and do nothing to take responsibility. I'm also upset that their insurance company just allows them to go, "nope, not me" and avoid liability!Trucking company info for the truck who hit the branch that fell on my car:* ***************** Their USDOT / **** of Transportation number is *******.* Vehicle number number that caused the accident was either 123 or 125

  

  Business response

  08/12/2024

  NARS reviews and considers all information when making a liability decision. Based on the information provided, our liability decision remains the same where liability has been denied and no payment will be forthcoming. Should you feel your concerns have not been fully addressed, please contact your adjuster directly at **************. 

  Customer response

  08/12/2024

   
  Complaint: 22119732
  
  I am rejecting this response because: the insurance company has no grounds to deny accepting responsibility. I have photos of the truck that caused damage to my property. I have a police report and a witness. They should not be legally required to deny responsibility when I have all of that evidence. The only matter in question is whether the vehicle that did the hit-and-run was vehicle 123 or 125, which the insurer could easily have their insured look up, to see which truck was in the area at the time of the hit-and-run. The photos I provided were time-stamped, and any trucking company would know which of their vehicles was in that area at the time of the hit-and-run. For them to just say, "oh, we're not liable" should frankly result in them losing their ability to insure drivers. It's a menace to allow hit-and-run drivers to do damage and then also to dodge responsibility, and this insurer is willfully and wrongfully participating in this. 
  
  Sincerely,
  
  ***********************

  

  Business response

  08/21/2024

  The claim has been denied based on insufficient evidence of our insured causing the loss. The BBB complaints will not amend claim determination.

  The denial will stand with no further action to be taken. The justification for the denial was detailed in a letter to the claimant.

  Customer response

  08/22/2024

   
  Complaint: 22119732
  
  I am rejecting this response because: the insurance company did not even bother to ask their insured for data to confirm if their vehicle was in the area at the time of the accident. I submitted photos of the vehicle, and they are just accepting their insured's word without doing any research and without doing any investigation. That is not right. They could, and should, require their insured to provide the location of their vehicles in question (truck 123 or 125, as photo was slightly blurry) at the time of the accident. Had they done so, this would easily corroborate my photos, my account, and the witness' account that their driver did a hit-and-run (per the police report) resulting in damage to my vehicle. Further, photos indicated and proved the large branch that was knocked down by this vehicle which was laying across the street, and I could not have parked my vehicle in that spot if that branch had been there when I'd arrived. All evidence points to their insured doing the damage. No evidence points otherwise, and they have done ZERO research and are simply dodging responsibility. 

  Again, they should be required to review the trucking company's records for where their vehicles were at the time of the accident, and if they got actual proof of where those vehicles were, it would corroborate all the evidence and they should therefore accept responsibility and pay out. 

  Sincerely,
  
  ***********************

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I filed a claim in October 2023, for my small business office that suffered a fire and smoke damages. Claim ******, policy ABPAC23100129. I have provided all documents, met with the city Fire and Arson investigators twice, provided pictures, loss of income, inventory and more to my insurance company, Attune. I met with my insurance company twice, they took pictures, I told them what I thought happened and what people told me happened because I was not there. They told me North American Risk is handling my claim. After emailing and calling the *** claims adjuster *************************** for weeks, I found out that he no longer works there. Finally got it escalated to his supervisor. Its been 10 months and they continue to drag this along. This company and insurance is a scam. I paid my insurance and now they are robbing me of my rights and what they agreed to in our insurance terms. Im getting worried and I wonder how many claims do they just ignore, specifically WHO claims do they choose to ignore? Is this discrimination? We need a class suit investigation into this company. Their lack of professionalism, integrity, ignoring customers and ignoring claims is not right and customers deserve more. *** requested they reimburse me for my loss or they refund me all the premium I paid for the insurance coverage. This is not right. Now they want me to meet with a local attorney, this is intimidation. The attorney has ignored my emails and then demanded that I only email him. Its intimidation and unethical tactics to not reimburse me for my loss. They continue to drag this along in hopes that I will just let it go but we need to take a stand and fight these billionaire CEO. Im demanding reimbursement or refund of my premium for breach of contract.

  

  Business response

  08/08/2024

  Thank you for taking the time to share your experience; we appreciate your feedback. Your concerns have been referred to the **************************** and are currently being reviewed. Be assured that any issues with claim handling will be addressed internally with the appropriate personnel. Our goal at NARS is to ensure ultimate Customer satisfaction. The matter has been reviewed with the team handling your claim who has been asked to expedite handling. If there are any additional questions, please contact either your adjuster or their unit manager directly at ************. 

  Customer response

  08/08/2024

   
  Complaint: 22104922
  
  I am rejecting this response because:

  This is the typical automated response from North American Risk. No action just a robotic email response. 
  
  Sincerely,
  
  *******************

  

  Business response

  08/12/2024

  Business

  Most Recent Message

  Date Sent: 8/8/2024 4:11:22 PM
  Hi BBB,
   
  We wanted to write to you directly on this matter. Per our ethical claim handling guidelines and the investigation of the claim, it is not appropriate to discuss claim details or to disclose the state of the claim in such as a manner as this. We request your consideration in closing this complaint to avoid the back and forth of our response and rejection.  If you wish to discuss further, please let us know.

  Customer response

  08/12/2024

   
  Complaint: 22104922
  
  I am rejecting this response because:

  This is an automated response to my complaint. It contains no new relevant information and my issue is still not resolved. They have no plan for a resolution. 

  
  
  Sincerely,
  
  *******************

  

  Business response

  09/20/2024

  We acknowledge the rejection to our response. We have made efforts to move toward settlement and are working with defense counsel. 

  Customer response

  09/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I experienced an issue with ********* in *********** SC on April 2nd, 2024 during a trip from ** to **. Stopped at the drive thru for food and coffee. When my husband was handed the coffee, the top came off and spilled all over him and in various places inside the car including the open console. As a result, many electronic devices were negatively affected.At the request of a supervisor on duty, we filled out an incident report and were told it would be submitted to their insurance carrier. A week later I was contacted by a NARS to rep to provide the details on the incident, which I did.It has now been 3 months since the incident, and I am receiving little to no updates on where this claim stands. The adjuster ignores my phone calls and emails. What little discussion I have had with them, they are blaming it on the ********* for not provide the video that will allow them to view what happened and make a decision as to their liability.This company does not provide good customer service and based on their other reviews I now realize I am not the only one who has experienced this horrible company.Is this intentional to get out of paying a claim? It certainly seems that way.*****************************

  

  Business response

  07/16/2024

  ********************: We are sorry to hear that our claim handling is not meeting your expectations. Be assured that any issues involving unsatisfactory claim handling were escalated and addressed internally. NARS will continue to work diligently to resolve your claim. We understand that your adjuster has been in contact with you to move your claim toward resolution. If you feel your concerns have not been fully addressed, please contact your adjuster directly at **************. 

  Customer response

  07/26/2024

  I have not yet received the claim settlement so this is currently still an open issue.

  Customer response

  08/01/2024

   
  Complaint: 21973307
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 7/26/2024 2:50:32 PM
  I have not yet received the claim settlement so this is currently still an open issue.

  
  

  
  
  Sincerely,
  
  *****************************

  

  Business response

  08/07/2024

  
  ********************: We are sorry to hear that our claim handling is not meeting your expectations. Be assured that any issues involving unsatisfactory claim handling were escalated and addressed internally. Payment of your claim has now been issued directly by the employer and status of that payment is trackable as the payment was sent via ****** and the tracking information has been provided to you. If you feel your concerns have not been fully addressed, please contact your adjuster directly at **************.  

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to formally address an issue concerning significant damage incurred to my vehicle while in the custody of North American Risk Services, following an incident where my 2019 *** M5 competition sustained severe damage. claim number KBAMG23110068 I had my vehicle transported by universal towing Llc North Americans insured . Regrettably, during the loading and unloading process, the tow truck operator caused considerable damage to the vehicle's front end, specifically scraping the custom forge carbon fiber lip kit and pulling the bumper off , necessitating their complete replacement. I Have been attempting to get in contact with my adjuster ********************* atleft repeated voicemails and emails and havent heard back from her. I have consulted with an attorney regarding this matter, and they have advised that the insurance company is liable for these damages. Additionally, I have not been compensated for the loss of use for the time my vehicle was in the body shop being repaired. This situation is highly unprofessional. I have left repeated emails, voicemails, and calls on multiple occasions, yet I have not received any response back from claim adjuster on this case or any NARS customer service representatives for months. *** called in to speak to a Manager and they told me that they have escaped a case and should receive a call back in 48/72 hours and still no response.If we cannot come to a mutual agreement and settle this matter Ill have no choice but to escalate this situation and take legal action

  

  Business response

  07/10/2024

  Mr **************** Thank you for taking the time to share your experience; we appreciate your feedback.Your concerns have been referred to the **************************** and are currently being reviewed. Be assured that any issues with claim handling will be addressed internally with the appropriate personnel. Our goal at NARS is to ensure ultimate Customer satisfaction. Since our involvement in the claim was to reimburse the correct carrier for payments they indicate they made, we had no direct involvement in the handling of your claim.  As we were advised by Agero Customer ******************** they had issued payment to the vehicle owner, we reimbursed Agero for what they claimed to have paid. With regard to the payment, it is respectfully suggested you contact Agero Customer ******************** at ********************. 

  Customer response

  07/10/2024

   
  Complaint: 21946932
  
  I am rejecting this response because: because additional damages were found during the repair of the vehicle that were not included in the preliminary estimate. These damages are still a result of the incident, making Agero/Universal Towing LLC liable for the remaining costs and damages.
  
  
  
  Sincerely,
  
  **********************

  

  Business response

  07/11/2024

  Mr **************** It is recognized that additional damages and costs were noted during repair of your vehicle, but since the claim was filed against Agero, who indicated they would accept liability and had made payment for damages, any claim for additional costs and damages related to this loss need to be submitted to Agero for their review and processing. If Agero determines additional payment is due, they are welcome to submit an updated subrogation request to us, as our only involvement is to reimburse Agero for payment they made on your claim. 

  Customer response

  07/15/2024

   
  Complaint: 21946932
  
  I am rejecting this response because: I have contacted agero and they gave me your information saying that they arent unable to access this claim and gave me you information to file a claim im tired of going back and forth Im simply looking for a solution to get my claim paid and reimbursed for the damages cause against my vehicle per your insured 
  
  Sincerely,
  
  **********************

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our car was hit by a commercial truck back in August of 2023. Our car was deemed a total loss. It took us almost 4 months to get a hold of someone to process the claim. Once we received payment and the title back in February of 2024 the documents did not include the Bill of Sell. We went back and forth with the adjuster ********************* via phone and email as well as Copart (they have been helpful) back in April both stating they do not deal with the Bill of Sell. The Bill of Sell finally came in and it was from NARS but unsigned. We have been contacting NARS since April 25,2024. I emailed ***** on May 3rd, 14th with no reponse. ************************* (phone conversation around mid may when she finally picked up) she sent over an email to *************************** but stated she can no longer help us. We have called *************************** and left over 6 voicemails informing him of the inconvenience it has caused us not having the Bill of Sell and only having 1 vehicle and the urgency of needing the signed bill of sell. We have also contacted and left a voicemail for NARS and no return call. We are requesting assistance in getting through to someone to have the Bill of Sell signed and resent to us so we are able to register our car. CLAIM# NITNI23080087 *******************: PH-********************* *************************: PH- ************

  

  Business response

  07/10/2024

  *********, We are sorry to hear that our claim handling is not meeting your expectations. Be assured that any issues involving unsatisfactory claim handling will be escalated and addressed internally. NARS will continue to work diligently to resolve your claim. We understand that your adjuster has been in contact with you and advised the requested document has been secured and is being processed. If you feel your concerns have not been fully addressed,please contact your adjuster directly at **************. 

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a renters insurance claim following the burglary of my apartment while I was out of town in the hospital last winter. The policy was purchased from goodcover. The insurance agency was *********************** and the agency handling the claim is north American Risk Services. For the last six months, I have been passed from agent to agent, met with an investigator in March, have submitted receipts, images, screenshots of purchases, and yet even though the law allows for 35 days for a company to make a decision regarding coverage, it has been over 6 months and no one will return my calls or emails and no determination of coverage has been made. These people are robbing me of my rights, as my policy covers robbery and break ins And they should reimburse me for my losses instead of continually push me aside to avoid paying what they owe. I've attached my proof of loss, case number with the police and I have 20 more screenshots showing the criminal neglect this company has demonstrated regarding their customers.

  

  Business response

  07/01/2024

  ****************: We are sorry to hear that our claim handling is not meeting your expectations. Be assured that any issues involving unsatisfactory claim handling have been escalated and addressed internally. NARS will continue to work diligently to resolve your claim. We understand that your adjuster has been in contact with you regarding steps needed to move the claim to finalization. If you feel your concerns have not been fully addressed, please contact your adjuster directly at **************. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩