ComplaintsforAmtrust North America, Inc.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I own three convenient stores ********* ******* ******* ***** ****** ******* ***** ***** ******* ****) in Los angeles county. We had workers compensation Insurance with Amtrust from December 2018 to December 2020. The premium amount was negotiated by our insurance broker David ****** ****** from ******* Insurance. Amtrust were drawing monthly premium amount from our accounts every month. At the end of year ,they used to do the audit and premium would go up or down based on the actual payroll figures. Every year we fully cooperated with Amtrust by giving them actual payroll figures. They used to come to our Lakewood facility to collect payroll figures for their audits.Sometime in 2022, they sent a demand to pay them $79,000. Since then we have been trying to seek explanation for their high amount figures. Now they have reduced the amount to $59,446. We completely dispute their demand for any extra amount because we were paying premiums on monthly basis. Now on the advice of out attorney we made a good faith offer for $7,500, but they turned it down. Your offices help would be highly appreciated to resolve this issue.

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 18, 2024, I received a mailing from Amtrust North America, which was addressed to me but contained the HIPPA protected private healthcare information of another patient. This is the second time in two years that I have received a mailing like this. Last year when I received a mailing like this. I attempted to call Amtrust to alert them to this issue and have not received a callback. At that time, I sent the mailing back to Amtrust with a note to please investigate this issue and correct the errors leading to these mailings. These mailings, which are addressed to one patient, but contain the HIPAA protected patient healthcare information of another patient is a violation of HIPAA. If I am receiving mailings like this addressed to me, but with another patient’s healthcare information inside, I believe that it is likely that other patients are receiving similar mailings, and that my HIPAA protected healthcare information may be being compromised also. I request that the Better Business Bureau investigate this issue. I believe that a class action suit may be appropriate in this situation. Thank you, ****** ******

  Business response

  03/20/2024

  We have escalated your concern to the Customer Care team at AmTrust.  Someone from the team will be in touch with you in the next 24 hours.  If you need immediate assistance, please contact us at 1-877-528-7878.

  Customer response

  03/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I appreciate the initial reply from AmTrust and look forward to updates on this matter as they move forward to investigate the issue and correct their practices. While I am aware that this might not actually be a situation involving a HIPPA violation, I do have serious concerns about the privacy of my personal healthcare information as well as a result of the process issue I am reporting about. 
  

  Thank you for you help pushing this issue towards an appropriate resolution. 
  

  Please do not close this case as the company’s initial response does not show that the issue has been resolved. It just shows that whoever received the message from the BBB is passing the information along to the appropriate next step in the process.

  
  Regards,
  
  ****** ******
  
  
  
  
   

• Initial Complaint

  01/17/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  AmTrust North America was our general liability insurance company for our business in CA. We have never had a claim filed against our business which has been nearly 25 years but a client for a project in 2019 has filed a fraudulent claim and now proceeding with a court trial against our business and many contractors. We have evidence that their claim is fraudulent and AmTrust has agreed to defend but now will not pay our legal fees. This is a breach of contract and we are paying legal fees out of pocket. Legally, AmTrust has a "duty to defend" us but they are standing behind their word to do so.

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My car was parked an insured of Amtrust hit my car while parked. A policeman was the witness and called me out of a restaurant. Tried to get Amtrust to pay they insure the person that hit me. Also confirmed he was the driver. They say the driver exchange does not give enough info. Which is correct the police dept said they need to order the accident report which clearly states fault of the other driver. The claims adjuster said they ordered the report however I had sent the exchange form to them. That is all they have per police they need to order full report. The DMV does not send exchange reports. They send complete report. The adjuster refuses to do more. Therefore I had to fix my car. Want refund.

  Business response

  10/05/2023

  AmTrust North America acknowledges receipt of the above captioned consumer complaint. Please allow this letter to serve as the
  response thereto.
  On the date of the accident the police officer did not write a report for this loss indicating our driver was responsible for damages related
  to the accident. In reviewing the claim, there is a lack of evidence to prove our driver is responsible, therefore the claim has been denied.
  The claimant has been provided a denial letter dated 9/26/23 and instructions to contact her insurance company if Collision coverage
  exists. In addition, we have provided the potential next steps should her insurance company believe our insured is responsible for the
  accident.
  We trust this response is sufficient. Should you have any questions, please contact the undersigned.
  Sincerely,
  Danielle (Danie) K****
  Quality and Compliance Specialist

  Customer response

  10/13/2023

  
  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. 

  Just so you know. The Insurance Company is paying the claim.
  

  
  Regards,
  
  ***** ******
  
  

  
  

• Initial Complaint

  09/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was injured at work on July 12, 2023, at the Boys and Girls Club of Monmouth County, Long Branch Unit. AmTrust North America is the organization's worker's compensation company. I've been having difficulty getting a consult for my injury. I've called and emailed AmTrust multiple times, especially as I was told by the consult orthopedic office (Seaview Orthopedics in Holmdel) that my adjuster would reach out to me. She never has. I still have not received the full medical care I need because this is a workers comp issue and I can't schedule with just any doctor. I was told by the orthopedic office that my adjuster Rachel B***** would reach out to me to get me a doctor that was within their network, but it's been weeks/months. She never responded to my email or my calls.

  Business response

  10/05/2023

  AmTrust North America acknowledges receipt of the above captioned consumer complaint.  Please allow this letter to serve as the response thereto.
  
  On August 10, 2023 AmTrust received notice of injury from the agent for the July 12, 2023 incident via phone.  Contact with the employer was attempted on August 14, 2023 and a voicemail left due to no medical documentation provided to AmTrust.  Acknowledgement of Claim letters were sent to the employer, claimant and agent on August 15, 2023.
  
  As of October 3, 2023 a new adjuster has been assigned to claim *********.  Contact has been established with AFC Urgent Care to collect medical documentation,  the claimant has been contacted via phone, the employer has been contacted via phone and an orthopedic appointment request has been sent to the provider.
  
  We trust this response is sufficient.  Should you have any questions, please contact the undersigned.
  
  Sincerely,
  
  
  Danielle (Danie) K****
  Quality and Compliance Specialist

  Customer response

  10/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  My issue is that now it seems both my employer and AmTrust were delayed in their responses to one another. While the explanation provided by AmTrust helps to explain part of why it took so long for anyone to reach out to me, it does not explain why my adjuster was completely unresponsive to my multiple attempts to contact her, and why I had to go through General Claims and then reach her supervisor for an appointment that should have been scheduled months ago. This extended period of silence from both the employer (in terms of not having submitted medical documentation that I definitely remember giving them) and AmTrust (in terms of not making more attempts to contact my employer and not contacting me about my case beyond the initial notice of claim received) made it so that I wasn't able to get an orthopedic consultation like I should have.
  
  Regards,
  
  ***** *****
  
  
  
  
   

• Initial Complaint

  09/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  on 06/03/2023 I purchased a contract through the dealership with wesco insurance company. I called in when I notice the dealership was making false service reports and they was getting denied for repairs. so on 07/12/2023 I sent in a letter requesting a refund do to faulty service from the dealership. my claim was approved for a refund but after days of waiting for a check in the mail. I called the company to find out they sent my refund to the dealership instead of me. i begin to ask questions of why, they stated b/c the dealership had paid for the services an not me. which didn't make since because I had to sent in the information to request a refund. after letting them know that I was the one that paid the dealership and this was fraud. they stated it was nothing they could do to help me. upon reading my contract that was incorrect these people shouldn't be doing services with faulty dealerships and it should be a way for them to refund me my money without me having to take legal actions against them. I would like this matter looked into and for them to report this dealership for fraud. on 08/04/2023 they called the dealership and search the check to find out they had cashed the check and never refunded me my money. as of 09/08/2023 I have yet to receive my money .

  Business response

  09/15/2023

  We appreciate the opportunity to respond to the consumer’s concerns in regard to the written notice Wesco Insurance Company received from your office, on or about September 11, 2023, regarding the above-referenced case number.
  
  Wesco Insurance Company (“Wesco”), FL License # *****, functions as the Obligor and Administrator for this Motor Vehicle Service Agreement (“MVSA”) issued within the state of Florida. Penn Warranty is the selling agent for the consumer’s contract. We have instructed Penn Warranty to provide the enclosed response along with the attached copy of consumer’s contract and all relevant documentation, on behalf of Wesco regarding the correspondence received by us from your office.
  
  We trust that the attached response will address any concerns the Department may have with this inquiry.  

  Customer response

  09/15/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******* *******
  
  
  

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  this injury happened at work in front of my employers so there really was no doubt went straight to the hospital ended up having surgery a plate and screws put in my wrist was out of work for five weeks should be covered by workmans comp talked to my claim person she said everythinkg was fine even told me check was on the way that was almost four months ago know I have called and left message at least two dozen times I would like her to get back to me called her supervisor and she didnt get back to me than I left a messags with a third person and no call back I leave a phone number each time

• Initial Complaint

  05/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  An intended increase of 50% is unacceptable for Line care service.

  Customer response

  06/06/2023

  An increase going from $43.99 per quarter to $63 approximately per quarter seems a little too much! I figured the BBB would like to be alerted to the huge increase.

  Business response

  06/28/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  We are unable to locate any information for that customer, that shows any affiliation with AmTrust.

   

   

• Initial Complaint

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They sold a comprehensive bumper to bumper warranty and multiple times now have declined to pay based on some "exclusionary" reason. They claim items to be under wear and tare or fluid leakage and not paying for the damage component even thought it is clearly listed as eligible. They intentionally mislead you to believe you are covered for all breakdowns and have the best policy but do not pay when it comes time to do so.

  Business response

  06/22/2022

  June 22, 2022 
  Kristie Angel, Dispute Resolution Specialist Better Business Bureau 200 Treeworth Blvd. Broadview Hts., OH 44147 
  Wesco Insurance Company 59 Maiden Lane • 43rd Floor • New York, NY 10038 (p) 866.505.4048 • www.amtrustfinancial.com 
  Re: ***** **** ID #: ******** Dear Ms. Angel, We appreciate the opportunity to respond to the consumer’s concerns in regard to the written notice Wesco Insurance Company received from your office, on or about June 20, 2022, regarding the above-referenced case number. 
  Wesco Insurance Company (“Wesco”), FL License # 01913, functions as the Obligor and Administrator for this Motor Vehicle Service Agreement (“MVSA”) issued within the state of Florida. Endurance is the selling agent for the consumer’s contract. We have instructed Endurance to provide the below response along with the attached copy of consumer’s contract, on behalf of Wesco regarding the correspondence received by us from your office. 
  The consumer’s contract, the Secure Plus, is a stated-component level of coverage. This means that all eligible components are listed by name in the schedule of coverage found in the contract. Any part not listed in that section is not eligible for coverage. 
  On 6/9/22, a claim was filed under the contract by ***** ** ***** *****. The shop reported that the vehicle was driven in with a clicking noise and an oil leak. The shop found that the CV boots had torn and leaked out grease. The lack of lubrication from the leaking grease caused the CV axles to wear out. The boots are not listed as eligible items and could not be authorized. 
  The CV axles failed due to a non-covered component failure and could not be authorized. 
  Upon receipt of this complaint, a manager from Endurance contacted the consumer and provided a complete explanation of the claim outcome. At this time, the consumer’s contract is active and eligible for future claims. 
  We trust that the attached response will address any concerns the Department may have with this inquiry. Should you have any questions or require any additional information, please do not hesitate to contact the undersigned. 
  Sincerely, 
  
  Nadine G****** Compliance Specialist II Nadine.G******@amtrustgroup.com 
  Enclosures 
  

*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. ↩