ComplaintsforAscendant Commercial Insurance, Inc.

• Initial Complaint

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Someone with this insurance company hit my car. Almost two months ago. They dont return my phones or emails. I have left multiple voicemails, requested multiple call backs & sent more emails than I can count. I do have a case number & an adjuster, *********************, but that means nothing. I have spoken with the person who hit my ******** claims he has left voicemails with them to try to help me resolve this & they dont answer his messages or return his calls either. Their own client. Most incompetent and lazy insurance company I have ever dealt with. They are trying to scam me out of paying for their clients accident. ******************

  Business response

  09/10/2024

  Review of the claim shows that the adjuster had on multiple occasions called the claimant to provide a status on the claim and advise of the needed information to be able to move the claim towards a resolution. Due to the accident never being reported a recorded statement was required from the insured which despite multiple attempts to contact the insured we were unsuccessful in reaching and records do not show a call back from the insured. We were able to ultimately speak with the insured to confirm coverage and liability. We received a voicemail from the customer *********************** of which the call was returned the same day by the adjuster and was able to speak to ***************** and was advised of the status as well as pending items to move the claim forward towards a resolution. The vehicle had already previously been inspected prior to securing the insured statement in an effort to expedite the claims process while the statement was secured. ***************** was advised on 8/29 via a phone call that a copy of her vehicle registration was needed to be able to process the claim as the statement was ultimately secured form the insured.
  
  The vehicle registration was ultimately submitted on 09/05/2024 and claim was processed for payment.

  Customer response

  09/12/2024

   
  Better Business Bureau:
  
  

  Yes, after they were notified of my complain, they did finally start to take actions to resolve my case. And they since have. So I do not wish to do anything further.
  

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

• Initial Complaint

  04/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am awaiting claim payment after one of their insured totaled my auto. I call and send emails and receive no response. They switched representative contacts just to delay payment! I have read your reviews and complaints on this company,which is why I am.submitting this claim! **************** at this,ah,business is non-existent!

  Business response

  05/08/2024

  Our Claims Representative has been in close communication with the claimant's attorney. We received notification from the attorney that the check issued on 4/24/24 was never delivered by the post office despite confirming the claimant's mailing address. A stop payment has been requested, and we are currently awaiting our accounting department to finalize the stop payment so that we can have a new payment issued and submit it to the attorney via certified mail.
  

  Customer response

  05/08/2024

   
  Complaint: 21614258
  
  I am rejecting this response because:they purposely misspelled my name on check yet spelled it correctly on envelope..pictures attached!

  This is the most shady non-professional lying company I have ever had the mis-fortune to deal with! As of this moment it has been 1 full week without any correspondence for me or my attorney by these crooks!! My attorney and I have text messages from last Thursday,1 week ago acknowledging this and were stopping payment of check..1 week ago..not one single correspondence since!!

  These people are crooks and liars..I have the proof!!
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I'm ****** and I come here to register my dissatisfaction with the lack of commitment with the company complained about. Since February I have been waiting for an inspection response regarding a fire that occurred at our DealerShip, LIONS PRE-OWNED CARS USA LLC. Where claim number GK-***** was registered and is still open untill today. The company informs that there are pending issues with the fire department report. I would also like to mention here the difficulty of getting adequate service, as I am a foreigner, the attendants are never worried about helping me. Whenever I contact Ascendant Insurance. I have a lot of difficulty getting good service. We need an informed response to the claim, as there has been a long time without responses.

  Business response

  04/25/2024

  Thank you for bringing this to our attention. We would like to clarify that we have made multiple attempts to reach Mr. ******* on 03/07/24 but unfortunately were not able to connect with him. However, we were able to secure the initial recorded statement after receiving a call back and informed the insured about the documentation required to move the claim towards resolution. We spoke to the insured on March 14th to advise of the partial documentation that we received and to inform of the pending items needed to be able to move the claim towards resolution.
  
  Currently, we are still waiting for the dealership to provide an appropriate bill of sale, inventory list of all their vehicles on their lot. Despite making follow-up contact attempts on April 4th, April 17th, and April 22nd, the insured never responded to our phone calls or returned our voice messages back.
  

  We would like to emphasize that to date, we have not received the bill of sale, and inventory list to be able to finalize the claims investigation and move this claim forward towards settlement. 
  
  The adjuster is scheduled to follow up on the remaining items to move the claim towards a resolution. 

  Customer response

  05/24/2024

   
  Complaint: 21605992
  
  Good afternoon! I'm *********************** ****, and I am here to express my dissatisfaction with the support provided by the insurance company Ascedante Insurance. Where my open process with them number GK-***** has been delaying for a long time. Today on this date I called several times in an attempt to speak to ********************** - using her extension number 1335, but without success. I often have to call more than 10 times in the same day to be answered. I spoke to today ********* ****, *****...It ***** more than 50minutes on the phone. I have many proves. I am a representative of a company, where we work seriously and honestly. We would like a favorable opinion on the email exchanged over the last few days. All necessary documents have already been sent in files by email from the day the complaint was opened. Sometimes I feel that the company (Ascendant Insurance Solutions ) is making it difficult for us to access coverage for the requested service And they deny me support because I'm a foreigner. I believe that here through BBB, I can get better support in dealing/intermediation with my problem. We are positive that there will be a ***** in our case, and that it will not be postponed any longer.
  
  Sincerely,
  
  *********************** ****

  Business response

  05/30/2024

  Our claims representative has made multiple attempts to contact Mr. ****** in order to request the necessary documentation for a proper settlement. He escalated the issue to *****, the sales manager at the dealership, to communicate what was needed from ******. During a brief conversation with ******, it was discovered that English is not his primary language, which may have caused a misunderstanding due to a language barrier. On 05/17, our representative spoke to the Sales Manager and communicated the requirements. We finally received the required documentation on 5/22/24, and calculated the settlement based on the issues identified with the documentation provided by the sales manager.

  
  On Friday, our representative spoke to the sales manager and emailed the total loss documents required to settle the claim. He also called ***** to ensure the receipt of the documents via email and provided detailed instructions on how the total loss documents can be completed and sent back by the end of the day in order to expedite the payment.
  ***** has confirmed the receipt of the documents and stated he would complete them and return them to us.

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Claim # CA38769 My claims adjuster prematurely closed my claim without sending out my final rental reimbursement. Im owed an estimated $880+ with taxes and surcharges. My vehicle was in the shop from August 7th to September 12th (37 days.) My claims adjuster ***************** told me (August 17) she would issue me a partial reimbursement for the first *********************************** the shop not being worked on because of delays between the shop and insurance company over a supplement check for the additional damages and the rental was getting too expensive to fund out of pocket. Ena emails me around the 19th, explaining I exceeded the $40 a day threshold and added roadside assistance which they company wouldnt cover & I would only get $698.14. I emailed her back explaining I didnt expect the full amount to be ************** didnt add roadside assistance even though it appears as an additional charge. I havent had any communication with her since then. The supplement wasnt approved from Ascendant until August 22nd according to the body shop and my vehicle wasnt released to *************** check didnt arrive until September 12th. I write the entire claims department September 14th and cc Ena an email about my frustration with the company and the final receipt for the rental. Ena responses back saying my check has been sent out to be but its only the amount of $698 which was the original partial payment she said she was going to send me back in August to assist me with the rental. I email her and leave voicemails asking about my remaining payment with no response or call back. Since September 16th, *** been trying to call the claims department trying to resolve this claim with other reps saying with will help and get a supervisor involved and reach out to Ena. I have yet to hear anything back. I spoke to a supervisor in the claims department October 6th, saying she would assist now shes not responding to my calls either.

  Business response

  10/12/2023

  Thank you for informing us of this issue. We can understand that being in an accident is stressful and upsetting, and you would like a quick resolution. 
  
  We hope you can appreciate that Ascendant has a duty to its insured to pay only for reasonable expenses due to the loss caused by our insured. Our investigation revealed that the proper length of time needed to complete the repair was delayed by your chosen repair facility and as a result you incurred out-of-pocket expenses. 
  
  Additionally, in our conversation and correspondence, we advised you of the approved rates for the rental vehicle and upon receiving the rental invoice determined that the rate approved was exceeded without prior notification from you. Based on the information secured to date, we have determined the reasonable expenses and allotted additional time due to a holiday that transpired during the repair process. 
  
  As such, we have processed the rental expenses based on the approved expenses that the adjuster communicated and issued payment. A conversation with our claims department indicates that you have requested a copy of the rental reimbursement, which was sent to you via the email you provided. Please contact us directly if you would like to discuss this matter further. We are happy to explain our position to you in further detail since so much is lost in written words that could be better expressed in person.

  Customer response

  10/16/2023

   
  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

  09/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Claim # CAFL0000039134. I have called and emailed numerous time regarding the refund for the rental car that they owe me reimbursement for. I have no response. They are ghosting me. Refund for 18 days of rental cars and transportation to get car from repair facility required. Refund total is $482.11

  Business response

  09/22/2023

  We value your feedback and appreciate you bringing this to our attention. We have received notification from our claims department that you spoke to your claims adjuster on the 20th where she confirmed that the documents you attached were emailed to our office on Monday, September 18th, 2023. The adjuster also advised you that your invoices were reviewed and processed for payment on Wednesday, September 20th, 2023.
  
  If you need any further assistance, please do not hesitate to contact our claims department.
  

  Customer response

  09/25/2023

   
  Complaint: 20629646
  
  I am rejecting this response because:

  it is not Sept 25th and I have received no further communication from Ascendant Commercial Insurance and no check has been received.  Just because they said they received the paperwork, does not mean they have actually processed it, sent a check or that I am in agreement with the payment when I do receive it.

  They took 2 weeks to approve my car for repair and I could have rented a car for the additional two weeks if I had not left on vacation........they would have owed me at least another $350+ if I had.  I have been greatly inconvenienced having to rent 2 cars and UBER to pick up my car on top of having to rent an inferior car that I have had to pay more than double what I am being reimbursed.  I am a luxury realtor and cannot take out clients in a $25/day rental even if you could find one....

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

  Business response

  09/28/2023

  We reached out to the claimant regarding this issue and advised her that the documents she submitted were processed the day we spoke to her when she filed the initial BBB complaint. In addition, we sent her a copy of the check via email as proof that the payment was processed and mailed via US postal service.
  

  Customer response

  09/30/2023

  I received the check and you can close this complaint

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Dec 6th 2022 I was re-ended by an employee of a solar company. This employee failed to submit a claim to the insurance company-Ascendant Insurance Solutions. I submitted the claim on the other driver's behalf in order to make repairs to the bumper and lift gate. Almost immediately I found Ascendant to have very poor communication. It often took weeks with several emails and phone calls to get anyone to return my calls/emails. My car was dropped off at the repair ship in early June. Per Ascendant claims handler, *****************, I was supposed to get my own rental car and then I would be reimbursed after I submitted the receipts. Per ***************** email to me-- This process would start within 48 hours after submitting receipts. I submitted the receipt for the first months rental on July 14th for a total of $1108.97 I submitted the second receipt for the next months rental on Aug 7th $1468.09 (called Ascendant for permission first)I submitted the third receipt for the last 2 weeks on Aug 20th $467.74 I have not currently received reimbursement for any of these receipts. I did speak with ***************** today 8/22 and she informed me that the reimbursement for the first month is in the mail. She also told me that they were unable to provide reimbursement for the other month and 2 weeks. Before today (8/22) I was told that the rental car cost would be reimbursed. I have attached the email where that was communicated. I have not received ANY information contradicting that information until today. Had I known they were no longer covering the rental car I would not have continued renting. Ascendant Insurance Solutions did not communicate with me until after I had already paid out of my own pocket for the rental car. I paid out of my pocket based on the information given to me via email that the rental would be reimbursed. At this point, I have paid $3,044.8. They claim they have sent a check for $1108.97. After I receive that reimbursement, I will still be owed $1935.83.

  Customer response

  08/24/2023

  Adding this as proof that Ascendant Employee, *****************, assured me multiple times that I would be reimbursed for the rental expenses. 

  Business response

  08/28/2023

  We have reviewed the claim in its entirety and determined that there were delays in the repair process due to prior damages that were worked on by the shop that was contracted by the claimant on this loss. The damages were identified to be as a direct result of a prior claim the customer had with another carrier where the same shop performed poor repairs a few years prior to the current loss. Due to the improper repairs performed on the customer vehicle caused by the same shop the current repairs were delayed as the repair facility was required to address the prior damages before the current damages could be addressed accordingly. Due to the prior damages on the customer vehicle were not caused by the current claims, we are unable cover the rental expense incurred by the customer. 
  
  We have covered the cost of the rental expenses for the cycle time determined for the damages because of the current claim as well as the length of time it has taken to confirm the unrelated prior damages due to accusations from the shop of potentially fraudulent activity that identified the prior damages. The customer was informed that the additional time needed to repair the vehicle would need to be addressed and handled directly with the shop and potentially the prior carrier as we would not be able to incur the expenses related to the prior damages to her vehicle. 
  
  The secondary rental invoice is due to the extended repairs needed to address the additional unrelated prior damages to the vehicle that will need to be covered by the shop and/or prior carrier.

  Customer response

  09/05/2023

   
  Complaint: 20507150
  
  I am rejecting this response because:

  1.     A representative at Ascendant gave me explicit permission to rent a car for a second month on July 12th at approximately 9:20 am. Multiple employees at the car rental facility witnessed me call and confirm with Ascendant that I was cleared to rent a car another month. I was given permission and then denied reimbursement. I booked the rental in good faith that Ascendant would make good on their word (both written and spoken). This seems illegal in more ways than one--not to mention incredibly unethical and unprofessional. You cannot tell a claimant they are permitted to rent a car AND will be reimbursed then deny them reimbursement over a month later! I cant imagine lying to a claimant is legal.
  2.     Ascendant states in their response to my claim, We have covered the cost of the rental expenses for the cycle time determined for the damages because of the current claim as well as the length of time it has taken to confirm the unrelated prior damages due to accusations from the shop of potentially fraudulent activity that identified the prior damages. The customer was informed that the additional time needed to repair the vehicle would need to be addressed and handled directly with the shop and potentially the prior carrier as we would not be able to incur the expenses related to the prior damages to her vehicle. This is at best inaccurate but more realistically flat out false. Per an email sent from an Ascendant claims representative on July 12th (the same day I picked up the next rental car) Ascendant was still actively working on this case and repairs could not have started yet. Per this email, the Ascendant claims representative sent the approved supplement and requested that the repair shop give her a call. It would not be possible for repairs to be started and completed on July 12th thus justifying the need to continue the rental. This delay was due to Ascendant AND the 3rd party inspection company both not responding back to attempts for communication within a timely manner.
  3.     Not only did Ascendant Commercial provide permission to rent a car but also failed to inform me that my rental car coverage had stopped. This failure to communicate was not for lack of trying on my part. I called and emailed multiples times during the month of August with little to no communication returned. As I reminder, this is multiple times now that lack of communication on the part of Ascendant has resulted in delays. Multiple times Ascendant ghosted me for the better part of a month. Only when I resorted to extreme and public efforts on my part did anyone call me back from Ascendant. Only when I wrote public ****** reviews did someone finally call me back. As noted above, I submitted receipts well before Aug 22nd. August 22nd at approximately 1:30 pm was the first and only time it was ever communicated to me that rental car coverage would be denied. This undeniable fact on its own proves this company acted negligently and outside of a timely manner. 
  4.     I asked multiple times over email and phone if the claims adjuster at Ascendant was 100% sure I would be reimbursed. She assured me each time I would be reimbursed. I made it very clear that I was very worried something would happen because I was booking it myself. I was assured multiple times I would be reimbursed.
  5.     Ascendant claimed that they work in a timely manner, but it has been 5 months since I reported the claim and I have been completely ghosted multiple times for extended periods of time. Nothing about this company has been done in a timely manner. Even when you FINALLY reimbursed me for the 1 months rental car it took nearly a month. I was assured via email that reimbursement would be processed with in 48 hours. Again, unprofessional, unethical, certainly not operating with in a timely manner.
  
  One of the biggest red flags for this company is that less than a year ago someone else submitted a claim on BBB with almost the exact same details. There are dozens of ****** reviews outlining this exact same scenario. Ascendant keeps making new links on ****** to make their reviews seem better. At this point there are three ****** links that all have the same phone number, address, and website link. What I presume is the oldest ****** page, is currently at 1.5 stars. The second is rapidly decreasing at 3 stars. A new ****** page popped up recently that miraculously has over 4 stars, although, that is quickly changing as well. Almost every review outlines this same exact scenarioAscendant will not pay what is owed. This is a very common theme with this company. Somebody needs to do something to stop them from scamming innocent people!
  
  To recap--Ascendant still owes me just over $1900. Ascendant did not communicate with me that rental car coverage had not been extended until well after I had paid the bill. Ascendant was still working on this claim after July 12th, the day I rebooked a rental car. Ascendant gave permission for me to rent the car for another month. The delays to the car being fixed are not my fault. I was also not at fault for the rear end collision. While yes, there was damage uncovered that one inspection deemed unrelated to this rear-end collision--this damage was brought to light/exacerbated by your clients failure to brake on an interstate. As I mentioned above, while Ascendant may have suspected fraud, that was proven untrue. The claim that SOME of the damage was from prior repairs not done correctly is also not confirmed. There are conflicting reports on the validity of this claim. The dealership is not taking responsibility and they have photos from the repairs that suggest this claim is false. Bottom line, I was not informed rental car coverage had stopped until over a month after I had paid. This company needs to be held accountable for their unethical, unlawful, and unprofessional actions. How many people are going to get scammed by this company until someone stops them?

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

  Business response

  09/26/2023

  We can appreciate that being involved in an accident can be distressing and upsetting and that the person involved is seeking quick resolution to the issue.  We hope, however, that you could appreciate that Ascendant has a duty to its insured to ensure that it pays only for those damages caused by its insured.  
  
  This claim involved an interesting issue.  You were involved in a prior accident and took your vehicle to a shop of your choice.  This shop made repairs to your vehicle.  When you were involved in this accident you took your vehicle to the same shop.  The shop, prior to realizing it had previously done ************ for the prior accident, contacted us and advised that the majority of the vehicle damages were unrelated to the accident but were rather caused by the improper repair of the vehicle.  
  
  This information was surprising as we were unaware that you had been involved in a prior accident.  The fact that there was prior damage to your vehicle that had not been reported to us caused delays in the handling of your claim.  It required us to investigate the extent of the damages and the cause of these damages.  If we had been told from the inception about the prior damages the delays could have been avoided.  
  
  Once the issue with the prior damage was cleared up, Ascendant made payment.  In all our recorded communications (all calls made and received by Ascendant are recorded) we made it perfectly clear that Ascendant would reimburse you for the rental vehicle for the period your car was being repaired as a result of the damages caused by our insured.  This is what Ascendant has done. 
  
  We are sorry we cannot reimburse you for the rental of a vehicle for repairs that were made as a result of a prior accident that did not involve our insured.  Doing so would be unfair to our insured who we promise to protect and defend in matters like these.  Our actions to protect the interest of our insured are neither unethical nor unlawful.  We have treated you professionally throughout this process and will continue to do so.  Please contact us directly if you would like to discuss this matter further.  We are happy to explain our position to you in further detail since so much is lost in written words that could be better expressed in person.   

• Initial Complaint

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been dealing with ascendant insurance to settle my Hurricane ***************** loss of my vehicles and it has been an absolute nightmare. They have delayed the process so many times. They undervalued my vehicle and then after we made an agreement to settle the claim which in my opinion is still under value they are delaying payment of the settlement and I want the to call me to discuss what a miserable experience I have had with all the of the people I have dealt with there. I want the process completed and to mail out my check and to fix their internal system of delaying peoples claims and making it such a misery to deal with. I would like to discuss my issues with the company's CEO and again I want the claim process to be completed and for them to mail out my settlement check and I would like the public to know what a terrible experience I've had with ascendant insurance. Im very unhappy with this company.

  Business response

  12/02/2022

  In reference to this claim, our Claims ********* worked in a timely fashion to expedite a resolution to this issue. The claimant was seeking to include aftermarket equipment installed by the dealership rather than the manufacturer on the evaluation of the vehicle, which is not covered under his insurance policy and was also seeking replacement cost for the vehicle rather than what is covered under his policy which is actual cash value. 
  
  Each time an offer was made, the claimant presented additional items that were missing from the evaluation which delayed the process since our team had to re-evaluate the claim. An initial offer was made on 10/11/2022, after that a revised offer was routed 10/14/22, 10/21/22, 10/24/22 and finally 11/08/222. On 11/9/22, our company conveyed our final offer. The offer was not accepted until 11/15/22 and executed documents were not received until 11/16/22. The payment could not be issued until the original title was received on 11/17/22. The payment was requested on 11/21/22 and approved on 11/23/22. Due to the Thanksgiving holiday the payment was not approved and signed off until 11/29/22.  The payment was sent overnight, and tracking number was provided.
  
  While we empathize with the claimant for his loss, we believe our staff processed this claim in a professional and expeditious manner. 
  

• Initial Complaint

  06/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 1, 2022 I was hit buy a driver who was insured by Ascendant Insurance. April 1, I filed a claim with ascendant insurance to get my car fixed. April 5th my claim was finally assigned to an insurance adjuster named ***********************. ****** explained it will take a few days to see if their driver's policy covers accidents.Ascendant came out to take pictures of my vehicle, but he wasn't the adjuster ******.April 13, I called Ascendant insurance to check the status of my claim and ****** and her supervisor started to dodge my calls from the, because when I called neither person answered the phone during work hours. The reason I know my calls were getting dodged was because the front desk assistant in claim said they were in their office. Neither of them returned my voicemails I left either. After two days on April 15, I was transferred over to *************** where she informed me that they saw the pictures, the driver to fault, but she was still reviewing the policy April 15th after still not being able to get my rental vehicle, I filed with my insurance company, so I can get my rental vehicle and get my car repaired. For the next two weeks ****** and her supervisor dodge my insurance company phone calls until they sent over legal documents from their lawyers.April 29th I finally got an update from ******, after constantly calling to see how they were going to cover my rental after the 30 days with my insurance company were up. She said they'll reimburse me after I send the invoice. May 13th for the next and called May 17th to see when I will receive my reimbursement and my calls were dodge until I was called on June 1, that *********************** was no longer with the company and I will get a new adjuster named ***********************.She said they wouldn't pay for my rentals because my car shouldn't have been in the shop this long and it's my job to be "on" the shop to hurry up and finish. I have $13,000 worth of damages and $2,100 in rental fees.

  Business response

  06/20/2022

  Reference Claim # CA33829
  
  Mr. ****** reported the accident the same day it occurred, which was on 4/1/2022. The following two weeks we completed coverage, liability and inspected his vehicle. On 4/19/22 Mr. ****** received a release to sign for the payment of the preliminary estimated amount. 
  
  On 4/27/2022 he called our office to inform us that he had pursued his claim thru his carrier, Geico. The adjuster was advised, and she returned his call on the following day. He advised his insurance was paying 30 days of rental, and any out of pocket he would incur he will send to us for review.  Geico subrogation demand was received on 5/18/2022 which included rental reimbursement. In the process of reviewing Geico demand and claimants out of pocket we had to call the claimant and repair shop several times because despite Geico sending a subrogation demand for recovery, claimant advised his vehicle was still at the shop and therefore he was still incurring out of pocket expenses. We have contacted the shop to obtain an explanation of the delay in repairs and they have not provided a documented reason. The shop advised the vehicle would be ready on June 10. On June 6th we advised claimant that he needed to wait until his vehicle is completed and the rental returned, so that we can review the final ****.  He was reminded that our responsibility is to pay his out of pocket based on reasonable downtime, repair time is provided by his carrier on their estimate . Any delays from the repair shop need to be justified.
  
  We have communicated with this claimant on multiple occasions, and he has been informed of the process. To date he has not yet provided the last rental ****.
  
  According to Geico, they paid the repair shop on 4/19/2022, they have no other supplements pending therefore the delay is on the part of the repair shop chosen by Geico or claimant.
  
  At this time, the only final rental receipt received was for the 30 days that Geico already paid to Consumer. At this time claimant has not provided any final receipt for the additional out of pocket, he has provided an estimated balance agreement from Enterprise. As soon as the claimant returns the rental and receives a final ****/receipt depicting out of pocket expenses incurred, claimant would need to forward to Ascendant for review.

  Customer response

  06/22/2022

   
  Complaint: 17407753
  I am rejecting this response because:
  

  Since dealing with Ascendant Commercial insurance. I've dealt with two adjuster and recieved three phone calls total between them both *********************** and ***********************. *********************** called me twice  once April 5, 2022 and April 28, 2022. In between that time I called several times with no answers or call back after leaving voicemail. *********************** only called me once on June 6, 2022.

  When I spoke with *********************** she claimed that Ascendant won't cover my rental, because the estimated time my car was suppose to be in the shop was 16 hours with is not true. I have $14, 000 of damage to my vehicle and counting, because my car is still being repaired. ******* did indeed call Caliber Collision one time and was very rude to *****, who is in charge of my vehicle repair. She never explained why she was exactly calling,  and repeated the inaccurate claim that my vehicle should have taken 16 hours. She never explained how they came up with that estimate nor asked him about part delays.

  I'm in constant communication with ***** at Caliber and he expressed there were part delays. ******* never asked him for what parts and the repair schedule. As an insurance adjuster I would think she should knows that my car isn't the only vehicle being repaired in that shop.

  *********************** told me my claim will be denied, before I send my final **** in because my vehicle wasn't in the shop for a reasonable time based on her inaccurate estimate.

  ******* law explicitly provides that loss of use damages are measured by the amount necessary to rent a similar article or other suitable article within which to perform the services usually performed by the damaged article during the period of repair.

  Ascendant insurance and *********************** knows this still told me they aren't liable for my rentals. I tried calling her for the last three weeks to talk to her about her conversation with ***** and that I will pursue this legally if I'm not compensated properly for my rentals and she never returned my voicemail or call back request.

  It not right or legal to tell me they aren't liable for the time vehicle was in the shop when ******* law says they are. Ascendant insurance must be held accountable. 

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

*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. ↩