ComplaintsforASA Claims Services

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Jan 31, apprx 838 pm my vehicle was hit by a vehicle that was to the right of vehicle involve in head on crash of a stolen vehicle, The car that hit me was hit in the initial impact that resulted in the driver coming to right lane which i was driving I was in that lane. It was on the local news in *******. One of the juveniles (female) died in the stolen car. I evaded further damage to my vehicle. On the scene I had walk back because I had evaded further damage by driving to the right and get to a median big enough for a vehicle. I got a police attention in the midst of that chaotic night. I was provided insurance info and a accident number that night but soon found out it was inaccurate.......Long story short-I had to get in touch with police/Deputy to ensure they knew I was the 3d vehicle. After explaining and find a video of me talking to cameraman that was talking to me while I was on the freeway..........The accident report was corrected/amended and provided to DPS. I contacted my Insurance USAA (I dont have collision) the car that hit me had insurance.Contacted the insurance (ASA) of the car that hit me, it took so long for them to reach out for the initial call. They took my info....................Ive called back several times after the initial contact. *** took more time than I deemed appropriate after a police report. I have attempted to call them on numerous occasions since the initial contact. Now that time has passed, no one has even reached out to me just to give me an update............... When I call the number on the paperwork it say leave a message BUT there is no voicemail identifying the business or person. I feel that this in unacceptable and unprofessional. ......Ive only had to deal with USAA and their profession service. I know and believe they are prolonging, avoiding me or do not want to be responsible for my vehicle damage. Since that time of the accident and impact on my left side my AC is not working . This is a result of impact wire/compressor stuff the mechanic stated...... I want to get my repairs done and not pay out of my pocket. I have called the last 3 weeks and still no response so decided to contact BB. I will determine my next step after this.

  Business response

  03/15/2024

  March 15, 2024
  
  Dispute Resolution Department
  BBBB Serving North Central *****
  ***************************************************************
  
  
  
  Complainant:                        *************************
  Case Number:                       21422925
  Business Number:                
  Adjusters Name:                  *********************************
  Companys Name:                *********************
  Claim Number:                     PRH01005445-001-004
  Underwriting Company:      ********************************** Company
  Date of Loss:                          1/31/2024       
  
  
  To Whom It May ******************** is an acknowledgement of the Better Business Bureau complaint that was received by our office on February 12, 2024.  We appreciate the opportunity to respond.
  
  This was a three-vehicle accident. Both our insured and **************** were traveling westbound on the highway when our insured was struck head on by a stolen vehicle traveling in the wrong direction. The force of this impact pushed our insureds vehicle into Ms. ******* vehicle. Our insured did try to take evasive action but was unable to avoid the impact. **************** confirmed these facts in her statement taken on February 12, 2024. While our investigation is ongoing, it is unlikely that we will be able to pay for Ms.******* damages as our insured was not at fault for this loss. This was explained when we followed up with **************** on February 29 and again on March 14.   
  
  We sympathize with any inconvenience that **************** has experienced.
  
  Sincerely,
  ***********************
  Claims Supervisor | ASA Claims Service
  P.O. Box ****** ******, ** 75370
  T  ************ | F ************
  **********************************
  An ********************

• Initial Complaint

  10/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Unprofessional and unresponsive company. Zero communication throughout this process by my adjuster I call And email everyday with zero response. They promised to set up a rental car *** they Wont respond to me when I follow Up. Poor customer service and employees

  Business response

  10/19/2023

  October 18, 2023
  
  Complainant:                           ***********************
  Case Number:                          20737058
  Adjusters Name:                     *****************
  Companys Name:                   ASA Claim Services
  Claim Number:                        DFL01039776::001::001
  Underwriting Company:         ***************** Company
  Date of Loss:                            August 20, 2023
  
  To Whom It May ****************** have received your BBB complaint. I appreciate the opportunity to respond.
  
  This loss was reported to our office on August 21,2023, at approximately 9:09 AM CST by ***********************. The adjuster was assigned and began his coverage and liability investigation. Below is a timeline of that investigation.
  
  08/21/23 The adjuster spoke to claimant. The adjuster left a message for our insured. An e-mail was sent to claimant requesting photos of claimant vehicle to set up an appraisal. The adjuster checked for the police report, but it was not ready.
  
  08/22/23- The adjuster re-attempted the insured and spoke with the insured, but the insured was moving and scheduled statement for the next day at 11 AM The adjuster received photos from claimant and assigned an appraisal of the claimant vehicle. The adjuster spoke with the claimant, explained the claims process, and advised we are pending coverage and liability as we need insureds statement or police report. The adjuster advised the claimant the police report is not ready yet.
  
  08/28/23- The adjuster re-attempted the insured, left another voice mail message, and sent a Reservation of Rights letter for non-cooperation via regular, certified and e-mail. The adjuster checked for the police report again and it was still not ready. The claimants estimate came in for $1,121.67
  
  09/06/23- The adjuster re-attempted the insured and left a voicemail message. ********** report was ready, so the adjuster ordered it.
  
  09/18/23 ********** report came in. The adjuster spoke with the claimant and advised the police report came in but had not heard from the insured. The adjuster was going to elevate the file to management to review based on the police report. File elevated to supervisor for review. File reviewed by manager and coverage cleared based off the police report.
  
  09/22/23 Payment issued for $1,121.67 and the adjuster e-mailed the claimant a copy of estimate to ******************
  
  09/29/23 The adjuster spoke with claimant who requested update on status of reimbursement of cost of his car seat. Adjuster advised payment has been issued. Copy of check sent to claimant via e-mail.
  
  
  
  10/16/23 The claimant called stating he was taking his vehicle to the shop and needed minivan or bigger. The adjuster set claimant up in minivan through ERAC.
  
  Based on the above timeline, the adjuster did speak with the claimant and had several e-mail conversations with him.
  
  Should you need anything further, please let me know.
  
  Sincerely,
  *********************
  Claims Supervisor | ASA Claims Service
  P.O. Box ****** ******, ** 75370
  T ************ | F ************
  ********************************

  Customer response

  10/19/2023

  I am rejecting this response because it is false timeline of events. 

  My adjuster never got in touch with me after 9/29/23, and still has yet to connect with me nor his manager ***** has responded to any of my voicemails. 

  I handled the matter with a different adjuster not the one assigned to me or his manager **********;

  Business response

  10/23/2023

  To Whom It May ******************** is in response to your follow up on the above complaint already responded to. Please find attached the e-mails showing the adjuster has responded to you since 09/29/23. I do not have any voice mail messages from you.
  
  I contacted you today to discuss this claim. I confirmed with you that we have received a supplement for $984.95 and your rental has been extended by the appraiser until October 26, 2023, at this time.
  
  Again, I apologize if you feel there was a delay in the handling of your claim. The adjuster assigned did go out on paternity leave but other adjusters in my unit did step in to assist in the handling of your claim.
  
  Sincerely,
  *********************
  Claims Supervisor | ASA Claims Service
  P.O. Box ****** ******, ** 75370
  T ************ | F ************
  ********************************

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ASA is unresponsive to communication. I suffered car damage due to a negligency from one of their clients carrying truck tires untied and scattering them as they were coming off the ramp from the freeway. I have trying to set up a rental car while my is finally in for repairs after almost two months ( without been able to use) and they only set it up for 3 days which will not be enough since they have now uncovered bigger damage than what was visual and which we were notified on the first assesment. I sent an email to ********************* my contact with the company advising of this on April 11 which to the day of today, it has never been answered. Very unprofessional company.

  Business response

  05/18/2023

  5/18/2023

  
  Agencys Name: *********************
  Claim Number: DFL01043189-001-001
  Claimants Name: ***************************
  Underwriting **************************
  Date of Loss: March 17, 2023
  Endorsement ********************** Name: **** ************************* ******
  Policy Number: DFL01043189

  To Whom It May ********************************** is an acknowledgement of the consumer complaint that we received on 5/16/2023. We
  appreciate the opportunity to respond with an update regarding the status of the claim.

  
  The claim was reported on the date of loss, March 17, 2023. The handling adjuster made contact
  the same day to initiate the claims process. The investigation was completed, and coverage and
  liability accepted on March 22. ****************** provided photos of the damage to his vehicle on
  March 20 and an estimate was completed on March 22 for the visible damages. The estimate and
  check for the estimated amount were mailed to ****************** the same day.
  The damage sustained did not render the vehicle unsafe to drive. The cycle time to repair the
  vehicle was calculated at 3 days. As the vehicle was drivable, the adjuster advised ******************
  that rental would begin once the vehicle was in the shop for repairs. On May 8, the adjuster
  received a call from ****************** requesting rental, stating the vehicle was being dropped at the
  shop the following day. The rental ticket was opened on May 9. On May 11, the appraiser was
  notified by ******************* that shop was requesting a supplement. We were provided the email
  address for the estimator at the shop. Our appraiser contacted the estimator several times with no
  response. On May 15, a supplement was received from a different estimator that was the actual
  contact for the repairs. The supplement was completed for part price difference and shop
  negotiable items. There were no additional damages found. An estimated completion date was set
  with the shop for May 19. The rental was extended and last day set for same.

  
  In review, we do find that our appraiser and adjuster communicated with the vehicle owner
  throughout the process. There was delay in supplement handling as a result of having the
  incorrect estimator information as a contact. We did allow for additional rental days to cover this
  delay.

  
  While we regret receiving any complaints, we strive to provide the best claim service possible on
  behalf of our customers and insurance carrier partners. We hope you find the information helpful,
  and we apologize for any inconvenience during the claims process.

  
  Sincerely,
  ***********************
  Senior Claims Supervisor *********************
  P.O. Box ****** ******, ** *****
  T ************ | F ************ **********************************
  An ************ Company

• Initial Complaint

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was in an accident & the other driver was carrying ***************** policy thru ASA claims. I called 911 & with the help of few bystanders & analyzing the situation, police concluded the other driver was at fault. I have police report & other driver's policy number & all the details provided by police.I have been trying to contact & file a claim but looks like they ASA has on purpose made it impossible to file one. My call is put on wait & eventually call drops. This is the biggest scam in the world of insurance scams.Now I am preparing to *** them for all the stress & hard time without car & having to deal with the repair expenses.

  Business response

  04/26/2023

  April 26, 2023
  
  Complainant:                          Murtaza Contractor
  Case Number:                         19947617
  Companys Name:                   ASA Claim Services
  Policy Number:                       Unknown
  
  
  To Whom It May ******************** is an acknowledgement of your request for information as set forth in your letter dated April 21st, 2023.  We appreciate the extension that was granted to us and the opportunity to respond to your questions.
  
  
  4/17/2023- ************************ called in to file a claim with our first notice loss department two separate times, during these calls he provided our representative with a policy number that did not appear to be an active ************************* policy and could not be found in our system. *********************** was informed that the policy number provided appeared to be for a policy not sold by ***************************.
  
  4/21/23 A supervisor attempted contact with *********************** via phone but was unable to reach him, they did leave a message requesting a return call.  We followed up the phone call with an email requesting a reply or return call. 
  
  As of today April 26, 2023, we have not heard from *************.
  
  
  While we regret receiving any complaints, we strive to provide the best claim service possible on behalf of our customers and insurance carrier partners. We trust that you find the information provided sufficient to address any concerns, and we apologize for any inconvenience during the claims process.
  
  Should you need anything further, please let me know.
  
  Sincerely,
  *****************************
  FNOL Supervisor | ASA Claims Service
  P.O. Box ****** ******, ** 75370
  T ************ | F ************
  ****************************************

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was involved in a rear-end collision in which the other driver was 100% at fault. My adjuster is ***********************. They have already accepted liability. However, I'm without a drivable car and ****** has promised to set me up with a rental car for days, only to be non-responsive when I texted or emailed or called her about it. I am fed up with this irresponsible, unprofessional delay tactics when their insured have already admitted liability.

  Business response

  04/05/2023

  This is an acknowledgement of the Better Business Bureau complaint that was received by our office on April 5, 2023. I appreciate the opportunity to respond. 

  This accident occurred on March 23,2023 and it was reported to us on March 24.  On March 29 at 11:27am ******************************* spoke with ******************* and set up a reservation for a rental with Enterprise. 

  We apologize for any inconvenience that *** have been caused to ******************* during the claim process. 

  Customer response

  04/05/2023

  I am rejecting this response because: 

  ****** is still very unresponsive. She set my rental to expire 4/11/2023. I called and texted her several time to request for an extension as my car is still being repaired at the shop. To date she still has not contacted me regarding the rental extension or the claim status. Even though the inspection has been done she has not sent me an estimate either. 

  Business response

  04/06/2023

  This is an acknowledgement of the Better Business Bureau complaint response that was received by our office on April 5, 2023. 

  This accident occurred on March 23,2023 and it was reported to us on March 24.  On March 29 at 11:27am ******************************* spoke with ******************* and set up a reservation for a rental with Enterprise. ******************************* spoke with ************** on April 5 at or around 4:15pm CST to make sure the rental process was explained, and ************** advised that she understood and that there were no further questions.  

  Thank you for your time.  I appreciate the opportunity to respond.  

  Business response

  04/12/2023

  This is an acknowledgement of the Better Business Bureau complaint response that was received by our office on April 5, 2023.

  This accident occurred on March 23,2023 and it was reported to us on March 24.  On March 29 at 11:27am ******************************* spoke with ******************* and set up a reservation for a rental with Enterprise. ******************************* spoke with ************** on April 5 at or around 4:15pm CST to make sure the rental process was explained, and ************** advised that she understood and that there were no further questions.  

  Thank you for your time.  I appreciate the opportunity to respond.  

  Customer response

  04/12/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  02/16/23 A claim was reported due to a car accident, at no fault of mine. I was rear ended. I followed the procedure of filing a police report, submitting photos and videos to the assigned claim agent and claim adjustor and proactively called to get a follow on about the claim. I was advised by my claim agent that it was denied because they were not able to get a hold of the insured. So basically, I have to pay for a financed car that was rear ended by a reckless driver under THEIR policy, because they were unable to reach the "insured"? I was advised to contact my insurance agency which I did on 02/15/23, 03/03/23, 03/17/23 and 03/22/23 only for them to refer be BACK to ASA that keeps referring me BACK to my insurance agency. I find it disturbing that I could not even be elevated to a supervisor as the claim agent laugh over the phone when I said I was reduced to part time and could lose my car that is FINANCED, now with a DAMAGE? They did not even to follow up with me not one time. I find this unacceptable and disheartening. I cannot fix my car and my insurance won't. Let alone the claim agent ***************************** was horrible, and did not show an ounce of sympathy from 02/15/23 to 03/22. I will handle that issue on my own.

  Business response

  03/30/2023

  March 29, 2023
  
  Complainant:                           *********************************
  Policyholder:                             Dilay *******
  Case Number:                          19845639
  Adjusters Name:                     *****************************
  Companys Name:                   ASA Claim Services
  Claim Number:                        DFL01044263::001::001
  Underwriting Company:          ***************** Company
  Date of Loss:                            February 15, 2023
  
  To Whom It May ****************** have received your BBB complaint. I appreciate the opportunity to respond.
  
  This loss was reported to our office on February 16,2023, at approximately 12:36AM CST by *********************************. The adjuster was assigned and began her coverage and liability investigation. It should be noted that it was reported by ****************** that the driver of the insured vehicle was ********************* who is not listed on our policy. Below is a timeline of that investigation.
  
  2/16/23 The adjuster interviewed the complainant and briefly spoke with the policyholder.   She stated no one has driven her vehicle and ********************* is 13 years old. The policyholder hung up on the adjuster. The adjuster sent a Reservation of Rights letter to the policyholder for unlisted driver and sent a copy to the complainant. The adjuster ordered the police report. An appraisal assignment was made to inspect the complainants vehicle.
  
  02/17/23- The adjuster attempted to contact the complainant.  A voice mail message in Spanish and an email was sent to the policyholder requesting contact.
  
  02/20/23- The adjuster attempted to contact the policyholder.  The adjuster left another voice mail message in Spanish and sent Reservation of Rights for non-cooperation via regular, certified and e-mail.
  
  02/23/23- The adjuster attempted to contact the policyholder.   A voicemail message in Spanish and an e-mail in Spanish were sent.  A request was made for a recorded statement.  A letter scheduling a call for March 2, 2023, at 8:00 AM was also sent.
  
  02/24/23- The complainant estimate and photos were completed.  The estimate amount was $1,330.38.
  
  03/02/23- The adjuster contacted the policyholder at the set time for the recorded statement and the policyholder did not answer.The adjuster left a voice mail message in Spanish. The adjuster sent a second request for a recorded statement by letter setting the appointment for March 9, 2023 @8 AM. In addition, an e-mail was sent to the policyholder in Spanish requesting contact.
  
  03/06/23 ********** report was received and confirmed the unlisted driver was *****************************. There was no phone number on the police report for him. The adjuster searched for contact information through our data base.   Messages were left but never received a call.The complainant called for status and the adjuster advised of pending coverage investigation for Unlisted Driver. 
  
  03/09/23 The adjuster sent another letter requesting a recorded statement to the policyholder for March 16, 2023 @ 8 AM.
  
  03/13/23- The complainant called for status and the adjuster gave her update.
  
  03/16/23- The adjuster called the policyholder at the scheduled recorded statement time.  The policyholder did not answer.   The adjuster left a voice mail message. The adjuster sent the file to management for review of coverage denial.
  
  03/22/23- Authority granted to deny coverage for policyholders non-cooperation.  The adjuster contacted complainant,advised her of the decision, and e-mailed her a copy of the non-cooperation denial letter to provide to her carrier.
  
  03/23/23- I contacted the complainant.   Explained to her that we have a coverage issue.  An unlisted driver operating the insured vehicle.  She gave me a phone number she found for the policyholder.  I confirmed with her that it was the same contact information in our file. If our policyholder cooperates with us, we stand ready t to complete our investigation and conclude the claim.   Until then, we are unable to handle her damages as our policyholder has a duty to cooperate in the investigation per the policy requirements.
  
  We strive to provide the best claims service possible on behalf of our insureds and insurance carriers, and we apologize for any inconvenience during the claims process. At this time claim will remain closed until policy holder cooperates with claims investigation.
  
  Should you need anything further, please let me know.
  
  Sincerely,
  *********************
  Claims Supervisor | ASA Claims Service
  P.O. Box ****** ******, ** 75370
  T ************ | F ************
  ********************************

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an accident where the other driver was 100% at fault. From the beginning of the claim process, ASA has been extremely hard to work with. I've reached out to my claims adjuster Ashley Hight numerous times. My car was damaged but the person who hit me car was not damaged. When ASA reached out to their person he stated that he didn't hit me and he could barely speak English which is why he gave me his insurance. That makes absolutely no sense. Why the heck would you give someone your insurance if you were not at fault. When the driver hit me after seeing my damages him and the other 3 individuals he was in the car with tried to run away to avoid giving me his information. Now I'm stuck with damages due to the person that hit me failing to tell the truth that they side swiped me. It was 3 against 1 due to me being alone and him having 3 other passengers in his vehicle. The truck did not receive any damages due to his grill scrapping my FULL SIZED car. I believe this was not justified and that he should be paying for my damages. Texas no fault law is pure trash. I even called the police to have someone come on scene but due to the no fault law they stated for us to exchange insurance info and handle it on our own. I truly believe that my case should be looked over and I should receive justice

  Business response

  01/06/2023

  Business Response /* (1000, 5, 2022/11/10) */ November 10, 2022 Dispute Resolution Department BBB Serving North Central Texas **** **********, Ste **** Dallas, TX XXXXX Complainant: ******* ******* Case ID: XXXXXXXX Business ID: XXXXXXXX Adjuster's Name: Ashley****** Company's Name: AmWINS Specialty Auto Claim Number: PRHXXXXXXXX:XXX:XXX Underwriting Company: Home State County Mutual Insurance Company Date of Loss: September 25, 2022 To Whom It May Concern: This is an acknowledgement of the Better Business Bureau complaint that was received by our office on November 4, 2022. I appreciate the opportunity to respond. This claim was reported by Geico on September 26, 2022. We spoke with our insured and claimant driver on September 26, 2022. Both drivers reported different versions of the incident. Insured advised that his vehicle did not touch claimant's vehicle; he pulled off the road to assist her because she was stuck in the mud, after helping her claimant began yelling accusing him of hitting her vehicle. He explained that he provided his insurance information as he does not speak much English and wanted to leave the situation. We obtained photos of both vehicles involved; the photos of our insured's vehicle showed no damage. Without a police report or an independent way to verify liability due to the dispute on how the accident occurred from both drivers we respectfully denied liability to claimant on September 29, 2022. The denial was explained to claimant; adjuster did request that claimant provide any additional information she may have to support her version of the accident. We sincerely apologize for any inconvenience that claimant may have experienced. Sincerely, Danelle ******* Claims Supervisor AmWINS Specialty Auto T XXX-XXX-XXXX F XXX-XXX-XXXX ***************@amwins.com Consumer Response /* (3000, 7, 2022/11/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I stated before yes I was stuck before and was in the process of calling geico to come remove me. I never asked your insurer for help. As he was passing ** vehicle he hit me! Once he realized he hit me he tried to flee the scene but before he left I contacted the police and they stated it'll take hours before someone come on scene so I stayed on the phone with them the whole time due to me being the only female in the dark. Your insurer spoke clear English to me and understood everything I was saying . Now that he has to file a claim he wants to claim it was a language barrier. I refuse to let him get by and you guys aren't serving me any justice nor is he. I wouldn't be going through all of this if he didn't hit me. OF COURSE HE WONT HAVE DAMAGES HE WAS DRIVING A TRUCK WITH A GRILL and he is lying!!! If you guys need a police report i will be happy to go to the police department and get some. Business Response /* (4000, 9, 2022/11/17) */ November 16, 2022 Dispute Resolution Department BBB Serving North Central Texas **** **********, Ste **** Dallas, TX XXXXX Complainant: ******* ******* Case ID: XXXXXXXX Business ID: XXXXXXXX Adjuster's Name: Ashley****** Company's Name: AmWINS Specialty Auto Claim Number: PRHXXXXXXXX:XXX:XXX Underwriting Company: Home State County Mutual Insurance Company Date of Loss: September 25, 2022 To Whom It May Concern: This is an acknowledgement of the Better Business Bureau response to complaint that was received by our office on November 11, 2022. I appreciate the opportunity to respond. As previously stated in our initial response to complaint filed on November 3. There is no physical damage to support an impact between vehicles involved. Without a police report from the date of accident or an independent way to verify liability due to the dispute on how the accident occurred from both drivers we respectfully deny liability. Again, we sincerely apologize for any inconvenience that claimant may have experienced during this process. Sincerely, Danelle ******* Claims Supervisor AmWINS Specialty Auto T XXX-XXX-XXXX F XXX-XXX-XXXX ***************@amwins.com Consumer Response /* (4200, 11, 2022/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will reach out to Dallas police department to see if I can receive a follow up of the phone from the incident and report it to you guys . Because clearly your insurer is lying and can't be truthful

• Initial Complaint

  06/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had car accident 05/12/2022 with policy holder. My attorney and myself have called and left messages over 20 times. I have been lied to by adjuster repeatedly. My insurance got me a rental. Once contact was made Gateway, ASA CLAIMS and at fault insurance my insurance stop paying. I was told the issue would be be resolved as quickly as possible. The appraiser never went to see car. I was asked to send photos. One week went by with no response. When I reached someone he said he was a office friend of the person I was trying to contact. I was given a cell number and told it would be resolved in a day or two because he had an appointment with his supervisor. That day has turned into four more voicemail and nothing being done. I was hit by policyholder while visiting Florida. The other driver drove away. My car was towed. I have been stranded in Florida without a place to and no transportation. Please help.

  Business response

  08/18/2022

  Business Response /* (1000, 5, 2022/07/08) */ To Whom It May Concern: We have received your BBB complaint. I appreciate the opportunity to respond. This loss was reported to our office on May 13, 2022, by our insured who did not have any information but a name of the complainant for this auto accident. The adjuster was not able to obtain any additional information on the complainant until the police report was received on May 25, 2022. Coverage and liability have been accepted. Below is a timeline of what has transpired since that time: 05/25/22 - Adjuster received the police report which contained the complainants name, address, and phone number. The adjuster attempted to reach the complainant via phone but was unable to reach her and/or leave a voice mail message. The adjuster mailed a contact letter to the complainant. 06/01/22 The adjuster was finally able to speak with the complainant and when he asked where her vehicle was located, the complainant stated at a shop but could not provide a name, address, or phone number. The adjuster asked if the complainant took any photos and she stated she did, so the adjuster requested those photos and provided his e-mail address. 06/03/22 -The complainant e-mailed the photos to the adjuster and the adjuster assigned an appraiser to review them. 06/06/22 - The appraiser contacts the claimant requesting the vin# as the one provided was incorrect. The appraiser also needed the mileage on the vehicle. The appraiser did not reach the complainant, so he had to leave a voice mail message requesting her to text him photos of the vin and mileage. 06/07/22The appraiser did not receive a response or text of the vin and mileage, so he called the complainant again and left another voice mail message. The appraiser also sent an appraisal contact letter. 06/10/22 - The appraiser still had not received a response from the complainant, so he called again, and it went straight to voice mail, and he left another message. 06/13/22 - The appraiser receives a call from the complainant from a different number and she provides an address of a tow yard in Fort Lauderdale, Florida where the vehicle is located. She does not know the name of the place. She does text the appraiser the correct vin#. The appraiser called the tow yard and there was no answer, and the voice mail was full. The appraiser completed the valuation on the complainants 2007 Chevrolet Malibu and deemed it a total loss. He forwarded it to his supervisor for approval. 06/20/22 - The adjuster spoke with complainant and asked about the vehicle showing to have a lien holder and the complainant stated it does not and she had vehicle titled/registered in Florida a month ago under her name. She was staying with her daughter when her daughter got evicted with all personal effects outside and complainant was not aware her title was lost due to this. The complainant advised she had been in rental with her carrier and wanted us to provide rental. The adjuster advised he would contact her carrier, but they will be subrogating for rental paid to her and she had duty to mitigate her damages. 06/21/22 - The adjuster called the complainant and left a voice mail message advising we will need the title to proceed with payment and provided contact number for any questions. 06/23/22 - The adjuster received a call from the complainant inquiring on status. The adjuster advised he left her a voice mail message advising we need the original title to proceed with payment and we will not be setting up rental vehicle. Complainant is wanting to send us a copy of the title and not the original title. We need the original title. The complainant advised she will obtain an attorney. The adjuster told her that will not change what we need to settle her total loss on her property damage claim. 06/27/22 - The adjuster received another call from the complainant inquiring about a rental. The adjuster explained again that we will not be providing a rental and what documents we need to settle her total loss of her vehicle. The complainant references in her complaint that the adjuster has not returned her calls or her attorney's calls. We do not have a letter of representation on file from an attorney for her. If we did, we would have to direct all our communication about her claim with that attorney. As you can see above, the adjuster has spoken with the complainant on several occasions advising what is needed in order to resolve her total loss yet she is not providing the documentation needed so we can pay her claim.

• Initial Complaint

  01/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an accident where the other driver was 100% at fault. My car was damaged and is not currently street legal. I have made contact numerous times with Angela Horace the claims adjuster. The accident occurred 11/27/21, as I'm writing this complaint the date is 1/13/22. She refuses to move forward with the claim stating she hasn't received the police report from the company they pay for retrieval of such documents. She now refuses to take my calls and refuses to respond to the numerous voice messages I have left. I need my car in good working condition and can get no where with this company.

  Business response

  03/10/2022

  Business Response /* (1000, 5, 2022/01/24) */ Please allow this to acknowledge receipt of the Better Business Bureau (BBB) complaint received on January 14, 2022. We appreciate the opportunity to respond. On the date of the complaint, the representative of ASA Claim Services spoke with claimant and explained that we need the police report to complete the investigation. Since this is a disputed loss we must have the police report to complete investigation. While we regret receiving any complaints, we strive to provide the best claim service possible on behalf of our customers and insurance carrier partners. We hope you find the information helpful and we apologize for any inconvenience during the claim process. Consumer Response /* (3000, 7, 2022/01/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told by the claims adjuster a third company is paid for providing police reports to them. Their explanation of the police report being unavailable is not true. The police officer I spoke with said the police reports are available 5 minutes after being submitted. The police report is available and has been available since the day after the accident.

• Initial Complaint

  12/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had one of there drivers hit me police report was filed and everything driver was at fault they refused to repair my vehicle lied that the policy was not active when it was adjuster Gerrica Jamison

  Business response

  02/16/2022

  Business Response /* (1000, 5, 2022/01/05) */ Hello - we are not able to find a claim. Can you please provide a claim number? Sincerely, Mata ***** Consumer Response /* (3000, 7, 2022/01/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Y'all have the claim ALGXXXXXXXX Business Response /* (4000, 9, 2022/01/12) */ To whom it may concern, Please be advised that there is no coverage for this loss. The vehicle involved in this loss is not listed on the policy. Please let me know if you have any questions. Thank you. Sincerely, Marta Lipka XXX-XXX-XXXX

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