ComplaintsforFirst Acceptance Insurance Company

• Initial Complaint

  03/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I spoke to an agent named ******, signed up for car insurance from first acceptance. I realized that the agent had misspelled my name & I told her that she misspelled my name. She then requested for me to send a picture of my ID to her, to correct the spelling of my name. In the mid February I asked ****** via email when is my payment due? I waited a couple weeks & no response, March 2nd I then sent another response to ****** asking how do I log in to the website? After waiting some time I then try to figure out how to log on to the website myself because I had no idea what even the website was. I seen that it was called First Acceptance so I Googled it I was able to make an account and create an account. However when I created the account it showed no billing information no information pertaining my account whatsoever. So at this point I'm like when is my payment due? So then I sent another email to ****** saying hey I figured out how to log into the website, however it shows me no payment is due? I then call the First Acceptance car insurance to speak with ******. ****** informs me that my car insurance has lapsed and that I need to pay $15 reinstatement fee. I was confused as to why I had to pay a $15 statement fee when I've been trying to reach ****** since the middle of Feb. ****** said, because I didn't call the ***** number. I advised her that an email is a form of communication. ****** refused to credit $15, so did the manager, so did another customer representative, & I asked for a supervisor to give me a call back after paying the $15. However, nobody called me. A few weeks go by I get a letter in the mail saying I owe $138. I literally just paid on the 4th.This letter was sent out on the 5th.I call customer ************** tell me the reason why I can't log on to my acct is because ****** never corrected my email! At this point I definitely should be credited the $15 for the reinstatement fee as it was not my fault I literally had no access to pay online!

  

  Business response

  04/01/2024

  Dear **************:
  
  This letter is in response to the complaint filed by *********************.
  
  On January 22, 2024, a personal auto application was submitted electronically to First Acceptance Insurance Company, Inc., (FAIC) by an independent agency - Acceptance Insurance Agency of *********, ***** dba Acceptance Auto Insurance, for insured *********************. The down payment of $191.00 posted activating policy CSFL 408279.
  
  The agency submitted an endorsement on January 24, 2024, to correct the spelling of named insured to *********************.
  
  On February 5, 2-24, FAIC issued an invoice for the next installment of $137.20, due date February 12, 2024, including a cancellation notice effective February 26, 2024.  Each invoice issued will include the local agents contact information in addition to our ************ FAIC **************** phone number.    Ms. ****** policy cancelled, for non-payment of premium on February 26, 2024.  On March 4, 2024, a payment was posted to the policy and the account was reinstated effective February 26, 2024, without a lapse in coverage. A $15 reinstatement fee was applied to the account.
  
  The next installment invoice was generated on March 5, 2024, with a March 12, 2024, due date and cancellation notice effective March 26, 2024.  A payment was applied to the policy on March 22, 2024.  As of the date of this response, the policy remains active.
  
  First Acceptance Insurance Company,***** appreciates Ms. ****** business and allowing us the opportunity to continue to provide her auto insurance protection.
  
  Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to *****************************************************.
  
  Sincerely,
  ***************************
  Director, Legal Support Services
  ************
  ***********************************************************

• Initial Complaint

  03/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called this insurance company to cancel my policy on 2/5/24 as I had gotten insurance through a different carrier. I was told my policy would be canceled and to also send an email stating I wished for my policy to be canceled for their records. I immediately composed to email with my name, policy number, and my wish to cancel effective 2/5/24. I received an email back stating my email was received. However, on 2/18/24, a payment of $280.55 was taken from my bank account. I immediately called and was informed that my policy was never cancelled. I went to an Acceptance Insurance branch and spoke with someone and provided proof that I had both called and emailed to cancel my policy effective 2/5. I was told that I would receive a refund within 10 business days. It has been well over 10 business days and despite repeatedly calling, I have not received any type of refund. I have continued to call and ask about the status of my refund, and have only been told to give it 10 more business days. I also spoke with the man at the physical branch again and was told that I needed to call customer service. However, customer service has not been helpful.

  

  Business response

  03/25/2024

  Dear **************:
  
  This letter is in response to the complaint filed by ******************** *******, regarding the status of her automobile insurance policy premium refund.
  
  On October 17, 2022, ****************** completed an on-line application for automobile insurance with Acceptance Insurance Agency via our First Acceptance Insurance Companys website.In the application, Ms. ******** address was entered as ********************************************************
  
  On February 5, 2024, ****************** contacted First Acceptance Insurance Companys *************************** requesting to cancel her policy.  The representative advised ****************** to send an email requesting to cancel the policy. ****************** sent the email along with proof where she had obtained other insurance.
  
  On February 19, 2024, ****************** policy was cancelled per insured request effective February 5, 2024. 
  
  On February 21, 2024, a refund check #****** was issued and mailed to ****************** in the amount of $388.45, to the address on file.
  
  On February 23, 2024, ****************** contacted **************** to check on the status of her refund.  ****************** advised the representative that she had a new address. Ms. Darlings address was updated in our system.
  
  On March 11, 2024, the premium check was returned to the company.
  
  On March 21, 2024, a premium check was mailed to the new address provided by *****************.  
  
  We regret that ****************** has experienced frustration and can assure you that we strive to create a courteous, service-oriented relationship with our customers.
  
  Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns please contact us at ********************************************************

• Initial Complaint

  01/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was in a not at fault car accident with one of their drivers. Now without a car. The insurance adjuster is avoiding calls from me and my lawyer. Once I got her on the phone she put me on hold for 40 plus minutes. They are not doing integral business in handling this claim.

  

  Business response

  01/25/2024

  Dear **************: 

  First Acceptance acknowledges receipt of this complaint. Unfortunately, we are unable to locate a claim with the information provided. Please provide the claim number or policy number for the claim being referenced in the complaint. 

  Thank you, 

  ***************************

  Senior Compliance Analyst

  *****************************************************

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/4/2023 I was in a bad accident that ended up with me and my car at the bottom of a 10-foot ravine in a sewer pond. I called my insurance company that same day and filed a claim. I called the adjuster Monday (11/6/2023) morning. ***************************** (the adjuster) asked me several questions and took my recorded statement as well as reviewed my policy for information on my coverage. After this he informed me he would setup a tow truck for them to retrieve the vehicle. He also told me that I cannot get a rental vehicle (even though I have coverage) until repairs actually start on the vehicle which makes no sense since the vehicle may be a total loss anyway so no reason to do repairs. Tuesday (11/7/2023) I got a call from the person towing the car and it seemed he did not know the full details of where my car was. I told him and he said he would call back. Wednesday morning (11/8/2023) I received a call from **************** saying, I am responsible to tow my own vehicle as I somehow do not have coverage for that, I only have coverage for towing reimbursement. I have been in a couple of accidents and know a few people who have had accidents as well and have NEVER IN MY LIFE heard of an insurance company making someone tow their own vehicle in order to get vehicle damage assessed. Let alone claiming to set up towing and then coming back some days later to say I am not "covered" for towing but if I tow the vehicle myself then I will eventually be reimbursed 200 dollars. I also want it to be noted that both ****** and his supervisor that reached out after I insisted on talking to upper manager, were rude when I gave pushback and wanted more clarification. ******** manager went as far as to snidely tell me that Acceptance is an insurance company and not a towing company. I asked why I was given misinformation, and he made a bunch of excuses. I am being inconvenienced by this company and I am asking that they tow my car as they first promised and also approve my rental a.s.a.p!

  

  Business response

  11/16/2023

  This is in response to the complaint filed by ********************************.    
  
  On 11/4/23 Named Insured reported a claim for damages to the damages to the insured 2011 Kia ****** listed on the policy. On 11/6/23, the assigned adjuster was able to contact ******************. There was a recorded statement completed to determine the dates and facts of this loss.
  
  ****************** advised that she was very tired while driving, left an exit ramp when her eyes started to close and woke up when she struck a curb. The 2011 Kia ****** was in an embankment. Both the fire and police departments arrived on the scene of this loss. ****************** and her passenger were both transported to the hospital. The 2011 Kia ****** was left at the scene in the embankment.
  
  The assigned adjuster setup an assignment with Copart to retrieve the non-drivable vehicle. After creating the Copart assignment to have the insured vehicle picked up from the scene, the adjuster was notified by Copart that they could not pick up this vehicle as it was not located at a tow facility to be retrieved.
  
  On 11/7/23, the assigned adjuster contacted ****************** to advise her that she will need to have her vehicle towed from the scene herself. The vehicle was in a ditch in approximately 4 feet of water. She was told the vehicle needs to move from the ditch to a free storage location where the vehicle could be inspected for an estimate of the damages.
  
  On 11/8/23 I returned an escalated call to ****************** regarding her claim. ****************** was upset, believing that the assigned adjuster was being misleading regarding the towing of the vehicle from the ditch it was currently located. I advised ****************** that her policy did not include towing nor roadside assistance. But advised that Part D of her policy does reimburse up to $200 for any towing/storage expense that she may incur moving the insured vehicle from the ditch. I confirmed that is her responsibility to have the vehicle towed to a free storage location. Once the vehicle has been moved and the location of the vehicle has been confirmed, we would then schedule an inspection of the vehicle. ****************** was not happy with the fact that her policy did not cover the removal of the vehicle from the scene of the accident.
  
  To date, the insured vehicle has been secured. The police report has been received and reviewed. The coverage for this claim has been approved. We are currently awaiting the completion of the inspection and estimate of damages.  Once the estimate has been completed, we will be able move forward with the payout of this claim.
  
  We regret that ******************************* has experienced frustration with her claim and can assure you that First Acceptance Insurance Company strives to create a courteous, service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner.

• Initial Complaint

  10/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This is a dispute that transpired from my car being hit right outside my home on 09/14/2021. Within that time First acceptance Insurance issued me a check for ****** for the damages to my car and sent me a check. Unfortunately due to my illness, I was not able to cash the check right away and when I did it came back because it was expired. I then reached out to Acceptance insurance and they cut me a new check on 07/18/2021, and they later placed a stop payment on it without notifying me of the stop payment. They had reached out to me with a generic letter stating that they needed to talk to me and when I called them they advised me that the check was fine and to go ahead and cash it and that it was just a mix-up as the other party had asked for more money and had nothing to do with me. The next week I was issued another letter that asked me to sign it for a settlement amount of ******, knowing that I did not dispute anything or request any additional money and was just getting ready to go to the back to deposit the org check I held off. I called and spoke to a young lady that advised me that they placed a stop payment on the check of ****** and that this was my new settlement amount. I'm not sure how this can be legal as they already offered me a settlement of ****** and I accepted it over 8 months ago. This also caused me a great deal of financial hardship as I was saving this check/money for when I needed it for my medical treatments and time off. I had already got my car fixed. They never even made the attempt to give me a call. I would like a new check of ****** to be reissued and the original agreement honored as it doesn't even cover the actual damages to my vehicle.

  

  Business response

  10/14/2022

  This is in response to the inquiry from ******************************* regarding claim ********, with a loss date of 09/14/21. It was reported that our insured ********************** swerved to miss an animal and struck a parked vehicle pushing it into another. This claim was reported on 09/15/22 by *******************************.
  
  Beginning on 09/16/22, contact attempts were made to our named insured, *********************************, as well as ******************************* and One Hour Air Conditioning as the owners of the vehicle that were involved in the accident. We spoke with ******************************* and scheduled an inspection of her vehicle and advised of a policy limits issue as the damages to her vehicle and those to the other vehicle may exceed the amount payable on the policy. She then called back and spoke with a supervisor who again advised her of the limits issue and that there was no guarantee of payment for additional service such as towing. A call was made to One Hour Air Conditioning, and they advised of damages and injury. We recommended that both parties file through their insurance due to limits issue.
  
  On 10/15/21, an estimate was completed for ************** ******** vehicle and an initial payment in the amount of $864.42 was made. However, this check was sent in error as all of the property damage subrogation amounts had not been received. Because the check had not been cashed, it was voided on 06/21/22. We spoke with ************** ****** on 07/15/22 and confirmed that the check had expired.
  
  Follow up calls were made to ************** ****** on 08/25/22, 09/01/22 and 09/06/22 about her repairs due to the stop payment of the check. A contact letter as well as voicemails and SMS notifications were sent requesting a call back.
  
  We received a return call from ************** ****** on 09/08/22 who advised that she did not have coverage for her damages and would proceed through Acceptance. A check was issued to her on 09/14/22 in the amount of $446.63 based on Pro Rata. This is a tool used in the insurance industry that assigns a percentage of the policy limits to each party based on the severity of the damages. In this instance, ************** ****** was assigned ****% while One Hour Air Conditioning received *****% of the policy limit.
  
  
  We regret that ************** ****** has experienced frustration with her claim, however based on the pro rata settlement process we are unable to pay an additional amount as it would exceed the policy limits. We can assure you that Acceptance Insurance strives to create a courteous, service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner and do apologize for obvious delays with this claim.
  

  Customer response

  10/18/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I would like to stat that I never received a call from this Acceptance insurance and called them back to get information to cash the 862. check on 09/11. I then called back based on a letter that advised me of the 448. But I have yet to receive a check. This needs to happen in a timely manner as I'm looking into getting a lawyer to help me handle this situation as it is far from ok. I also placed a complaint with the Stats *********************** as I have yet to be paid for this in anyway.
  
  
  I would also like a better understanding of why the air-conditioning company is in entitled to to 96% of the claim and I'm only allowed 4%. The ****** as the ****** only covered half of the damages to my car. I would also like to know how to proceed in getting all of the damages paid for at this point, as I certainly should not be held responsible for me car sitting outside my house.
  
  I should also let you know that ******* was not driving and there was not an animal in the road the driver was being reckless in a residential area.
  
  

  

  Business response

  10/19/2022

  Dear *******************************:
  
  This is in response to the rebuttal filed by ****************************************, regarding claim ********, with a loss date of 09/14/2021.
  
  The Pro Rata Calculator is used industry wide. We do not make the determination of percentage of damages it is based on the total amount of damages from each party. The calculator makes the determination. We also provided *************************** a copy of her estimate with an attached letter explaining the supplement process for repairs and any additional damages that are located during the repair process. Payment is pending as we provided *************************** a property damage release that we have yet to receive back. As soon as it is completed and returned, payment can be issued. I have attached a copy of the letter that was sent to *************************** regarding her vehicle repairs and supplemental damages as well as a copy of the release that we need to proceed with payment.
  
  We regret that **************************************** has experienced frustration with his claim and can assure you that Acceptance Insurance strives to create a courteous, service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner.
  
  Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns, please contact us at ************************************ or contact the undersigned and email a copy to ***********************************.
  
  Sincerely,
  
  *************************
  Regional Claims Director
  *************************
  **********************************
  
  
  cc: Compliance Analyst at ***********************************
  
  Enclosures: 2
  
  See Attachment/File: Acceptance Response FL BBB ******** *********************** *******

• Initial Complaint

  10/04/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  WORST INSURANCE COMPANY EVER!! FIND SOMEONE ELSE IF YOU ARE SMART!! I put insurance on my car on-line, their app came up that I owed $307 for 6 months. So I paid it. Only after I paid it did it show up that it was not my car. So now I had to write another policy on the right car. They said that was $278 so I paid that too. I had to have insurance on my car. When I called them the next day to report what happened with their app, I was told that the bad policy would be cancelled and my money refunded. This would take 10-14 working days. So I waited. No refund came. So I called back today to be told that they had applied the overpayment to my good account. Now I have to wait ANOTHER 10-14 WORKING DAYS to see if they send it back. I have requested that a supervisor call me and was assured they would. They didn't. If you are smart you will stay away from this company. Their on-line app is screwed up. They don't do what they say. And God forbid you try and get a refund of money they owe you. You will be ninety years old before you get your money back. WORST INSURANCE COMPANY EVER!!

  

  Business response

  10/10/2022

  Business Response /* (1000, 5, 2022/10/06) */ Dear ****** **********: This letter is in response to the complaint filed by Ms. ****** ********, regarding the status of her automobile insurance policy and premium refund. On September 17, 2022, Ms. ******** completed an application for an automobile insurance policy with Acceptance Insurance through our website. To issue the policy, a down payment in the amount of $306.00 was paid by Ms. ********. The policy number for this policy was ******* XXXXX, and the policy was issued as a non-owner's policy with no vehicles listed by Ms. ******** on the application. Additionally, on September 17, 2002, Ms. ******* completed a second application for an automobile insurance policy through our website. The policy number for this second policy was ******* XXXXX, and the policy listed a 2005 ********* *******. On September 19, 2022, Ms. ******** contacted our Customer Service department via email requesting to cancel her automobile policy, stating that two policies were started in error. The first policy, ******* XXXXX, was cancelled effective September 17, 2022, per Ms. ********'s request. The premium paid on her first policy (******* XXXXX) in the amount of $306.00 was then credited to her remaining policy in force, ******* XXXXX. On October 5, 2022, a refund in the amount of $306.00 was processed and sent back to Ms. ******** (credit card ending in #****). Please allow 48-72 hours for the refund transaction to appear in Ms. ********'s account with her financial institution. Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns, please contact us at **********@acceptance.com or contact the undersigned and please send a copy to **********@acceptance.com. Sincerely, ******* ******* Underwriting Director (XXX) XXX-XXXX, ext. XXXXX ********@acceptanceinsurance.com Enclosures: (4) Consumer Response /* (2000, 7, 2022/10/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) I tried from Sept 17 until Oct 7 to get them to refund my money. It took contacting you to get it taken care of, Thank you for your help. She stated that I emailed and notified they about the bad policy and she neglected to say that I spent a lot of time on the phone as well trying to get my money refunded. Thanks again for your help. The issue is resolved.

• Initial Complaint

  09/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 8/19/22 on *********** and near Highway 76 in *************** **, ***************** ******** (identified as ***************************** on the insurance claims report), driver of a **** ***** SD, owned by ***** ****************************** rear-ended a ***** CRV, owned by ******************************** and driven by her husband, ***********************. The claim was processed by First Acceptance ********* **** on behalf of First Acceptance Insurance Company *** of ********** **. Mr. and ************* have received 2 letters from First Acceptance, one dated 8/22/22 and signed by claims rep ******************************* stating that the company was conducting their investigation and unable to make payment, and the other dated 8/25/22 signed by claims rep *************************** stating that the company was mailing payment for repairs separately and that the payment would follow within two days of 8/25/22. No payment has been received. Along with the 8/25/22 letter was a copy of the claim estimation, performed by SCA ************* of ******** ** (****************** ************). Along with the letters, at least 9 texts have been received from ***** beginning 8/22/22 through 9/22/22 saying that the investigation is still ongoing. On 9/22/22, a relative of Mr. and ************* called the insurance company and spoke with claims rep ****** who verified that the insurance company had received the police report on 9/21/22. He then proceeded to state that he would "push the process forward," put the caller on hold, and then hung up. Would you please help resolve this issue?

  

  Business response

  10/06/2022

  This is in response to the complaint filed by ************************************ regarding claim number **********, with a loss date of 08/19/22. A timeline of key claim events follows in the next section of our response.
  
  ************************ contacted us on 08/22/2022 to report the loss and provided us with a recorded statement with additional details regarding the loss. We advised her at that time that our coverage and liability was under investigation. The following day, we mailed ************************ a letter advising that we were conducting our investigation and are unable to accept coverage or admit liability at that time.
  
  Two days later on 08/24/22, we were able to complete a preliminary estimate for **************************** vehicle damages and on 08/25/22, our staff appraiser sent ************************ a copy of the preliminary estimate with a letter indicating the check for repairs would be mailed separately.
  
  On 10/03/22, we were able to accept coverage and liability for loss and issued on 10/5/2022 a payment to **************************** vehicle damages in the amount of $5,378.14.
  
  We regret that ************************ has experienced frustration with her claim and can assure you that Acceptance Auto Insurance strives to create a courteous, service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner.
  
  Thank you for allowing us the opportunity to respond.

• Initial Complaint

  09/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I obtained insurance from Acceptance Insurance for a vehicle purchased on 8/22/22 for a monthly price of $476. Acceptance insurance also charged me an additional $80+ to add the new vehicle since my first purchase was returned. As of 8/31/2022 my policy remained the same at $476 per month with liability and comprehensive coverage at $1000 deductibles. On September 7th 2022 for some STRANGE reason, acceptance insurance created another invoice, with updated coverages I did authorize, nor did anyone in any office speak with me concerning this change. This is absolutely ridiculous for companies like acceptance insurance to charge unauthorized features to customer's accounts without the customers approval, or knowledge. There is absolutely no excuse for such an act, as it is predatory and fraudulent. The current invoice now shows listed, uninsured motorist's coverages that sky-rocketed my premium making my monthly service fee over $600. This need to be rectified IMMEDIATELY and someone needs to be held accountable for the actions committed against me. Acceptance insurance needs to remove all coverages not authorized by myself, and they should also issue some form of reward for their actions, and or their lack of communication. I should not be responsible for computer errors, or the errors of employees of the acceptance company. They do not even allow policy changes online like most insurance companies which is inconvenient, but in this case, it further proves that I did not enact this change. Ive also attached files showing the change that occurred on its own accord, or by the doing of an employee at a local office. All vehicles that were added to the policy since starting the policy were added with comprehensive & collision protection ONLY at $1000 as shown in the photos, which is what my current policy should showcase.

  

  Business response

  10/03/2022

  Business Response /* (1000, 5, 2022/09/27) */ Dear Ms. ****** **********: This letter is in response to the complaint filed by Mr. ****** ********, regarding the company adding coverages to his automobile insurance policy. On August 20, 2022, Mr. ******** completed an online application for an automobile insurance policy with Acceptance Insurance through our website. The policy was issued as a non-owner's policy with liability only coverage, as there was not a vehicle listed on the application. To issue the policy, a down payment in the amount of $196.36 was paid by Mr. ********. On August 22, 2022, Mr. ******** contacted his local agent office to amend his policy. Mr. ******** requested to delete the non-owner's policy and add a 2015 ******* ****** with liability and comprehensive & collision coverage with a $1,000 deductible. To make the change, a down payment in the amount of $274.83 was paid by Mr. ********. This policy endorsement and rate change would be for the amended policy period (see declaration page). An invoice was sent to Mr. ******** advising of the change in premium payment. On August 29, 2022, Mr. ******** contacted his local agent office to amend his policy again. Mr. ******** requested to delete the 2015 ******* and add a 2015 *** ****** with the same coverage. To make the change a down payment in the amount of $84.39 was paid by Mr. ********. This endorsement and rate would be for the newly amended policy period (see declaration page). On September 6, 2022, during our underwriting review, we discovered that we had not received from Mr. ******** a signed rejection form for Uninsured Motorist coverage. We contacted the local agent for assistance and additionally sent a letter to Mr. ********. We advise that, due to no signed rejection form, the coverage will be added to the policy (see declaration page). An invoice was sent to Mr. ******** advising of the premium payment change to his policy with the added coverage. On September 6, 2022, a notice of cancellation was sent to Mr. ********. The notice advise that we did not receive the required premium payment by the due date, therefore the policy will cancel for nonpayment of premium on September 20, 2022. To reach a resolution, if Mr. ******** wishes to continue his automobile insurance policy with Acceptance Insurance, then he can contact ********** ****** at (XXX) XXX-XXXX, ext. XXXXX to further discuss removing the added coverages and to make a premium payment. Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns, please contact us at **********@acceptance.com or contact the undersigned and please send a copy to **********@acceptance.com. Sincerely, *************** Underwriting Director (XXX) XXX-XXXX, ext. XXXXX ********@acceptanceinsurance.com Enclosures: (8)

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Acceptance insured responsible party in accident with my vehicle on 07-09-2022, claim **************. I paid repair invoice for undercarriage, submitted for 1,057.18, ********* ****, Acceptance issued check for 161.87. Damage estimate for body work submitted for 1,843.84, ********* ******, Acceptance issued check for 851.06. Requesting the unpaid amount, 1,888.09, issued to us. Talked to several people at Acceptance and were told this is all they are paying. Please Help

  

  Business response

  09/28/2022

  Business Response /* (1000, 8, 2022/09/21) */ ***Document Attached*** Dear *****************: This is in response to the complaint filed by *************** This loss was reported to us on July 9, 2022, by our insured *********** and it was assigned to ***** ******* to complete an investigation. We acknowledge that our insured caused damage to ***************'s vehicle, and we issued the first check on August 8, 2022, to Mr. ******* directly in the amount of $851.06. This estimate was written based off the photos that we received. On August 22, 2022, Mr. ******* called in about his out-of-pocket payment he made to **************. He also advised us on this day that his shop was not going to contact our Supplement Department as they just do repairs. We advised Mr. ******* that we would have the estimate he submitted for review. We reviewed the estimate that Mr. ******* submitted on August 23, 2022, and this estimate was for repairs to the right and left front struts, left outer tie rod end and alignment. The shop was not able to provide us with photos of the damage to the listed items; and unfortunately, we were not able to determine if the damage was caused from this accident or normal wear and tear on a 2011 *** ****** with 117,586 miles. We did agree that we would owe for the alignment of the vehicle, and we issued a check to Mr.******** in the amount of $161.87. We regret that Mr. ******* has experienced frustration with her claim and can assure you that Acceptance Auto Insurance strives to create a courteous, service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner. Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns, please contact us at compliance@acceptance.com, or contact the undersigned and email a copy to compliance@acceptance.com. Sincerely, **** ******** Regional Claims Director (800)*********, ext ***** ************************ cc: Compliance Analyst at compliance@acceptance.com Enclosures: 2 Consumer Response /* (3000, 10, 2022/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Based on reviews, acceptance requests you leave vehicle with body shop while they question invoice amounts. This leaves you without a vehicle for some time or you pay out of pocket for body work. Our body shop wanted guarantee of payment before repairs were made. I would need to guarantee balance of body shop payment before work was begun, nearly 900.00. Acceptance paid only for the left tire rod and alignment (161.87), neither the left or right strut (399.98) or any labor (490.00) or supplies (25.50). All repairs were made to make the vehicle drivable and were made the next business day after the accident. Pictures were requested six weeks later on my third call seeking information. I believe this is a pattern of refusal Acceptance uses to get damages reduced and avoid their obligation to make the victim whole. I will be filing complaint with GA and TN insurance commissioner. Also, I will file in **** County small claims court for remedy against Acceptance and their insured, ***** *****. I am not going away!!

• Initial Complaint

  09/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Acceptance insurance is the worst insurance company. I started my policy on 7/27/2022. The next day 7/28/2022 i end up getting into a wreck. i filed my claim as soons as the wreck happen on the website then the next day i called. Gave them all the information they needed and waited on a response. my adjuster **** **** never picked up his phone so i had to be connected to the operator to check on the status of my claim. Everyday i call to check the status and as of today 9/3/2022 my claim is still pending or as they say under investigation. One day I called they said the car was totaled and transferred me over to the totaled department. They didn't answer so i left a voicemail. About a hour later someone from acceptance called me back and asked my several questions about who i live with and what kind of car they drive as if that matters. Then he asked would i like a copy of my police report i said sure. He then emailed me 1 page of my police report which had no details about the wreck on the police report. Mind you the police report had several pages attached but he sent only 1 page with stated no information about the wreck. So then once i got off the phone with him another lady called me about 30 minutes later stating my claim was under investigation so don't worry about the totaled people calling me back. As of today 9/3/2022 i have been calling and got the same response my claim is pending. No reason on why it's pending but it's pending. Then they sent a email about adding someone to my policy who i live with. The person is insured with another company as has his own vehicle so why does i need to add someone to my policy??? It's been a month and i have no car, still paying car insurance on a totaled car and paying a car note. It's ridiculous!!!

  

  Business response

  09/19/2022

  Business Response /* (1000, 5, 2022/09/14) */ Dear Ms. Easterling: This is in response to the complaint filed by ***** ******. This loss was reported to us on July 29, 2022, by ***** ******. We assigned a claims adjuster immediately and they spoke with ***** in detail about the facts of her loss on August 1st. Her vehicle damages were inspected on that date and the vehicle was predicted to be a total loss. ***** called her adjuster on August 3rd and was advised her vehicle would be a total loss and that the adjuster was still investigating her claim to confirm coverage. On that same date, we received a copy of the police report for the accident which indicated both drivers reported injury and were transported by EMS to the hospital from the scene for injuries suffered in the accident. The claim file was then reassigned to an injury adjuster for further review and handling. On August 4, 2022, the injury adjuster contacted ***** and reviewed information about the accident and her policy. At that time ***** revealed that she had been residing with her cousin when she took out her auto insurance policy with us. The adjuster then began to further investigate coverage for the loss as the policy application requires applicants to disclose anyone living in their household over the age of 14. This appeared to be a potential misrepresentation issue. However, after further review with our underwriting department, we decided to proceed with providing coverage for this loss and ***** was advised of the decision on September 7th. We are now currently working with ***** to resolve the total loss claim for her vehicle, as well as the property damage and injury claims for the other parties involved in the accident. We regret that Ms. ****** has experienced frustration with her claim and can assure you that First Acceptance Services, Inc. strives to create a courteous, service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner. Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns, please contact us at Compliance@acceptance.com, or contact the undersigned and please send a copy to Compliance@acceptance.com. Sincerely, ****************** Casualty Claims Director (800) 779-2103, ext 31140 ************@acceptance.com cc: Compliance Analyst at Compliance@acceptance.com Consumer Response /* (2000, 7, 2022/09/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes was contacted and was told i should be hearing some from the totaled department ( ******** *****) within 24 to 48 hrs. Still waiting on a call. Hopefully this won't take another month. Still carless and still paying car note and insurance.

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