ComplaintsforCommonwealth Casualty Company

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I got into a car accident on 08/15. The other driver was determined to be at fault. The insurance of the other driver is Common Wealth Insurance. The claim number is CTX-*******. *********************** is the contact following them determining it was their drivers fault. His contact information is ************************************* ********************** *************************************************************** ***** has not contacted me back in over a week. My car has been at the shop this past month. My insurance was covering my rental for free up to 30 days. That expired this past weekend on 09/14 but I still have the rental because last I heard was that they were working on continuing coverage for the rental. I called 09/13 to verify what options they had for me to maintain a car. There was no response. I let the weekend pass and called immediately this morning. Again, no response so I left a voicemail. I called the shop (VIVA AUTO COLLISION CENTER) and they told me that they were told by the other insurance that they had mailed out a check to me on 08/28/2024 for the amount of $3,618.38. When I confirmed the address with the shop, they didnt even include my apartment number. The shop confirmed that a second payment was directed to the shop but the first one was not for no apparent reason and without communication to me EVER that I should be expecting a check. The other insurance is now ignoring both mine and the shops inquiries on the payment. I need assistance in getting them to pay whats needed. My car is being held due to their payment. The shop **** ********************* sent me screenshots of their contact attempt and the check that the other insurance claims to have sent. I can not attach them due to size, can provide them if contacted.

  

  Business response

  09/17/2024

  
  We apologize for the experience youve had with the claims process. We have verified that a new check will be issued and sent directly to your shop.

  Customer response

  09/17/2024

  I appreciate the payment as it shouldnt have needed to go this far for a response but they are only responding because of this report and arent addressing the issue with my rental car so this is not resolved until someone calls me and clarifies the situation. I have called this morning and still no response from ***** or his supervisor, *****************. Only emails. Im 

  

  Business response

  09/19/2024

  Our records show that you spoke with Supervisor ************ on September 17th, during which he explained the rental process to you. Since we are the insurer for the at-fault party, your insurance company will seek reimbursement for the rental costs from us through subrogation. As a result, no additional rental days will be approved, as you have exhausted the 30-day rental coverage under your policy.
  

  Customer response

  09/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, will still also be pressing charges. My attorney will be in contact soon. 
  
  Regards,
  
  Desire ******
  
   
  

• Initial Complaint

  09/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I I was assaulted and my vehicle was stolen. I had a full coverage insurance policy with Commonwealth Casualty insurance company. I provided bank records, phone records, a police report, and even went to the hospital. This company refused to pay for my stolen vehicle based on the fact that I had unexplained ATM transactions on my bank statement. I was being nice and gave someone a ride that I had met through a friend years before. I did not remember the person's name but only called them by their nickname. This was unacceptable to Commonwealth casualty insurance company. For some reason, the implication was that I had something to do with the loss of the vehicle even though I owe 13 or ****** on the vehicle and would receive no benefit from such an act.

  

  Business response

  09/06/2024

  It is important to note that all claims must be thoroughly investigated, and every insured party has a duty to cooperate with the claims investigation. Additionally, this claim has not been denied. We previously requested information from you regarding your lienholder on August 14th, but we have yet to receive the requested details. If you wish to proceed with the claim, please contact the claims department with the necessary information. 

  Customer response

  09/07/2024

  II was assaulted and my vehicle was stolen. After 4 months, the vehicle was found and now it has been stated by a claims adjuster that the vehicle, which has since been solid and discarded, can only be covered for damages prior to it being stolen. Is there any limitation on when the value of the stolen vehicle can be recouped according to a full coverage policy?...1 year, 2 years? I would think that prior to 4 months a vehicle is considered unrecoverable and a total loss. I provided a police report, Bank statements, phone records, payment history as well as numerous statements over the phone. Now, after a heap of time has passed, I am expected to provide details that are not available. I paid nearly $300 per month and received nothing. I've done my part. Would the company do its part?

  

  Business response

  09/10/2024

  In our previous response, we requested information regarding your lienholder, as we were unable to obtain any details about the vehicle after it was in their possession prior to the sale. The adjuster made this request on August 14th. Please provide the requested information if you wish to proceed with your claim.

  Customer response

  09/12/2024

  I provided a slew of information about the vehicle while it was missing for 4 months. Why wasn't this information taken into consideration? Commonwealth Casualty Staff is very unprofessional with adjusters doubting my claim although I supplied a police and hospital report. They are intentionally condescending and intimidating( with the exception of the last adjuster). They are not time sensitive at all and border on scam insurance. I'm sure I'm probably wasting my time with these comments, But, I'll make them known on every media outlet I can to uncover the scam. 

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive been trying to resolve a flood claim since February with this company now the company is not responding to me whatsoever. They were here and there but it was like pulling teeth. All of this is even though I have asked for supervisors information. After digging through my emails, I found said supervisors information, who simply will not respond to either to emails or calls left. I have taken to BBB for the complaint and hopes to get some assistance. Half of my claim was caused by my master shower, the other half was caused by my bathtub. I paid out of pocket to get the water to stop for both items and both items happened on the same day. The shower portion of my claim was denied after my shower was removed, which was required by the mitigation company to remove per licensing, since its on the upper floor they had to dry/replace the sub-floorboard, as well as remove the wet insulation. Multiple pictures and reports have been provided. They approve bits a pieces of a claim. It has even gone so far that I now have to hire an outside private adjusting agency to get an independent report done. I know there are laws against it being in a timely manner and about what they are doing. None of that has occurred properly. I feel that the insurance company has been removing things that I prior had seen as approved before. Also the company I am working with also confirmed that they do believe they had seen it on there before. Me and my repair company are just being ignored while I have a giant hole where used to be. ******* ****** is the adjuster. **** ******** is her manager who wont reply. **** ********** assistant property adjuster.

  

  Business response

  08/28/2024

  The claims were denied due to the exclusions outlined in the policy, which were also stated in the denial letters. Your concerns have been forwarded to the review team for further evaluation. If you have engaged a public adjuster, please have them send their letter of representation to the adjusters.

  Customer response

  08/28/2024

  There is no cause for their claim of exclusion as both the plumber and the repair company has provided evidence that it was not an on going leak. I have been stating this as have they since the company tried to claim exclusion after trying to make me accept opening a 2nd claim. Then when we agree to open a 2nd claim they then claim exclusion though substantial evidence of it not being on going was provided. I am hiring a private assessor to also add to the claim since commonwealth is being SUPER shady with this entire process. When they do not reply on how to over turn/rereview, have not provided guidance for their customer, have not provided full service to the customer after leaving me with a hole where my shower once was! Repair company has said its approved or not you can not approve some and exclude others when the removal was warranted and needed, evidence and more evidence sent, circled, resent etc. for the longest time common wealth also kept claiming they didnt get documents from my repair company only theirs who left off a large amount of item only for me to find yet again proof time stamped and dated that documents were indeed sent. The over all handling of my claim has been cusping of not already in the realm of breaking laws. 

  

  Business response

  09/17/2024

  After review from the property review team, the claim was re-opened on August 29th, and we are actively working to resolve the claim.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  05/28/2024 .************************* ********************************** .RE:************************* Claim Number: AZH-******* Loss Date: 05/08/2024 Policy Number: AZH2340800457 .******************************************************************* (CCC) has completed the inspection of the submitted claim for Water damage located at ******************************************************. The investigation revealed your damage was due to an ongoing leak and lack of maintenance.Both bathrooms has extensive water damage to base of walls behind toilets. Master bathroom walls and tile had significant high moisture content present underneath the tiles. Based on the condition of the affected areas and the extent of damages this is an ongoing leak and the conditions take weeks to take place.Regretfully, your loss is not covered under your policy due to policy conditions and exclusions. There was no investigation completed on the property before the demolition began Also, we reported the problem as soon as we investigated what was going on with the bathrooms

  

  Business response

  07/03/2024

  A third-party inspection was completed on May 20th. Based on its findings, the extensive water damage was caused by an ongoing leak, as evidenced by the presence of mold. Given the condition of the affected areas and the extent of the damage, this is a 14+ day issue that was unmitigated. After a thorough review, we determined that there is no coverage for this loss due to exclusions in the policy.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Timeline 4/26/24 I was involved in a MVA caused by person insured by Commonwealth Insurance 4/26/24 initial claim submitted to 877-603-1310 4/29/24 received call from Commonwealth insurance representative *********************** requesting information of accident and additional photos 4/29/24 sent all requested photos to *********************** 5/6/24 Requested update from *********************** via email 5/7/24 Received call from *********************** indicating that the adjuster tried reaching me several times. I have had no missed calls nor voicemails and have my phone with me at all times. 5/8/24 I requested via email that *********************** provide me with the adjusters name and contact information 5/9/24 resent request to *********************** via email for adjusters contact information 5/10/24 *********************** provided adjusters name (*************************) and email. No phone number was provided.5/10/24 Had my car inspected by Crash Champions 5/11/24 & 5/15/24 emails sent to ************************* requesting contact regarding claim 5/15/24 received call from *********************** indicating she couldnt get hold of the adjuster 5/15/24 received call from ************************* with the promise of him reaching out to crash champions auto body shop for estimate.5/20/24 ************************* has still not contacted auto body shop.5/23/24 received call from Crash Champions (auto body shop who inspected vehicle) indicating ************************* had finally reached out to them regarding the estimate.5/30/24 Received check from Commonwealth Insurance for $40.41 (check #******) without explanation 5/31/24 Sent email to ****************** indicating that I received this check and requested he call me to explain why it was sent to me 6/10/24 No call or email from ******************. I have never experienced such inadequate service from an insurance company nor from any other industry in my life and fine this unacceptable.***********************************

  

  Business response

  06/18/2024

  We apologize for any inconvenience you have experienced. Our records indicate that the adjuster requested additional photos to determine if a supplemental payment is necessary. Unfortunately, we have not received any documentation from your chosen repair shop. Please ask your shop to send additional photos of the damages to the adjuster and cc ************************************* Alternatively, you may file the claim with your insurance carrier, and it can be settled through the subrogation process. 

  Customer response

  07/11/2024

  I wanted to follow up on the voicemail you sent me a few days ago. As I mentioned in the message, were traveling this summer in campgrounds and dont always have access to email or cell service so if there is a delay in responding to you that is why. *** reached out a couple of times to the auto repair shop to confirm they have not heard from Commonwealth insurance. As of yesterday, they still have not made contact with them. I have not received an email or a phone call from them either. In the early stage after the accident, I was told the adjuster had to try to contact me numerous times although I never had a missed call nor voicemail and I kept my phone with me at all times. I was not traveling at that time. 
  This is not a complicated accident that requires a lot of research. Its a simple fender ****** with no Injuries to any people involved. I sent that company numerous photos of all angles of my car although only the back of the car was affected by the accident. The initial person I spoke with at the Commonwealth insurance indicated that those photos were first sufficient. The auto body shop is not going to take any additional photos until they have authorization to start working on the car. Theres really no excuse for this going over two months without a resolution. The insured party confirmed the accident was her fault. I dont know why I received a check for $40 from them either and theres been no other communication.I appreciate everything your organization is doing to help me.

  

  Business response

  07/17/2024

  The adjuster has been in contact with your preferred shop, and a supplemental payment was issued on July 5th. If you need to reach the adjuster he can be contacted at *********************

  Customer response

  07/26/2024

  My last correspondence to the adjuster was clear that I do not accept this offer sent at the beginning of July.  It is not adequate to repair my vehicle. I would advise them to re-read my last correspondence as it contains my reasonable requirements.

  Regards, ******

   

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was involved in an accident on June 15, 2023. A car rear ended another car that hit my car. My car was taken to the repair shop and they attempted to contact the responsible party's company-Commonwealth Casualty-for 3 weeks and received no responses to their calls and I also was attempting to get anyone to let me know what I needed to do. My vehicle was out of commision for over 2 months. When someone was finally assigned my claim I was told to rent a vehicle and keep the receipts and I would be reimbursed. After getting my car back and attempting to settle, I was told that I would be receiving 2400 of the over 6400 for my rental fees, total out of pocket. Realizing I had absolutely no choice, I signed the release and had it notarized and sent back to them as required, in March 2024. The 3rd person that had been assigned my claim left the company right then and I was told the supervisor would be handling the claim. I have not received verification of receipt nor any updates whatsoever. I have emailed, called, left messages with the supervisor, customer service, and anyone that I could and I have not received any response since March. Today is June 10, 2024, 5 days shy of 1 year. I have no way of reaching anyone, I have attempted to find the board of directors numbers, anyone at all that *** respond and have made no progress. I am being forced to report to BBB and will file with the Department of Insurance and Financial Institutions (DIFI) next. I have done everything required. I have been misled and misinformed from the beginning. There is no accountability from this company and they have acted in bad faith and absolute disregard concerning their responsibility to me on behalf of their insured and at fault client. Claim caz60486

  

  Business response

  06/13/2024

  We apologize for the delay in resolving this claim. As you may know, the claim involved multiple parties, and there was an issue with our policy limits. We needed to receive all subrogation demands and releases from all parties before issuing payments. On June 10th, the adjuster emailed you with an update, informing you that we were still awaiting a release from another party. We are actively working to obtain all the required documents to resolve this matter as quickly as possible.

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was involved in an automobile accident with someone (the driver did not have a license) insured by **********************. After several attempts to speak to the adjuster assigned to my claim, hes insisting the repairs are taking too long and they are no longer going to pay for my rental. Im now responsible to transportation while my car is being repaired.

  

  Business response

  05/17/2024

  Thank you for bringing your concerns to our attention. We take all feedback seriously and strive to continuously improve. To better understand and address the issue youve raised, please provide your claim number.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My house burned down 3-27-24, I do not feel like my insurance adjuster has my best interest. I have only spoken to her twice and both times were not good experiences. I still have no clue on when my house will be repaired and they are trying not to pay my additional living reimbursements. The week of the incident, the **** final four started here. Per my policy I'm allowed to maintain my normal standard of living while displaced. Which is a 3bed 2bath on south mountain and that is exactly what i rented. It's close enough where my son can still take the bus to school as normal. My adjuster asked for a receipt of payment that shows dates, address, and method of payment, which I provided via signed receipt of landlord she told me that would not be good enough she needs a copy of my bank statement or cashed checked further proving payment. I feel entirely discriminated against. Nothing in my policy states I have to send them a copy of my bank statement for additional living expenses. I do not understand why a receipt of payment is not valid to her or if this only applies to me. Am I not allowed to get monetary assistance from people to cover insurance costs during emergency times? It has been 21 days since I lost everything I owned and the insurance company has done nothing but make me feel beg for them to take care of the coverage I paid for. I listen to their mission statement as I''m on hold about how insurance should be and I

  

  Business response

  04/19/2024

  This claim is still open, and we are actively working to resolve it. Claims of this nature do take time to thoroughly investigate. It's important to note that it is standard procedure to request receipts and verify expenses in order to reimburse these expenses. While the claim is being investigated, ************** has a duty to fully cooperate with the investigation.

  Customer response

  04/19/2024

  I have fully complied with my adjuster and he already verbally told me my claim was and house would be repaired. It was only sent to a special investor as an act of retaliation for contacting better business. I will continue to fully comply as I have been doing everything within my access thus far. I even tried to make a complaint to her manger in regards my treatment. The response was her calling me back another arguing more about situation since it has already been sent to investor. This mistreatment has triggered my mental health issues to the point Im having random anxiety attacks and seeking psychological help.

  

  Business response

  04/22/2024

  We appreciate your ongoing cooperation as we diligently work to complete our investigation.

• Initial Complaint

  04/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My policy was renewed approximately on December 19 2022, this was for 6 months and expired on June 19, 2023 but I am not very sure of this date, but it is an approximate date, the total was paid for 6 months with an approximate of $370 for my 2015 GMC Yukon, in April I made a call to customer service and spoke with an employee who sounded very young, I explained that I was trying to purchase a *********************************************************************************************** that it was fine that I only had to pay a fee of I think it was $60 dollars and that I would only be covered for 1 month, I explained to him that I only wanted to add it for that day only and that if I wanted to permanently insure I would call them later, and they answered that there was no problem, but 31 days after I called them and told them that I had not purchased the vehicle so that they would not continue charging me, but at that moment they told me that my policy Where was my 2015 *****, it had been canceled because this employee had added this vehicle to my other policy that was fully paid until June 2023, the employee in question never told me that the 2017 ****** Sentra had been added, which was in a test drive, to my policy that was fully paid, and since they did not receive a payment that I believe was $65, commowealth decided to cancel my policy where I had a very reasonable price due to my excellent driving record, age and seniority that I had with commowealth, since this cancellation due to an error by one of its employees, commowealth decides to raise my policy almost double and forgets loyalty and ignores the excellent driving record of my wife and mine, I am sure that comowealth does not value its clients who Every day they put all their attention to safeguard their lives and the lives of other people, respecting all the driving rules. Right now I have friends who are with other leading companies and who are the same age as me and who pay a little more than the half of what I pay, I also have to mention that since Wealth maintains a 2-month credit for early cancellation in a policy paid in full, it is approximately $125 dollars, I demand that I be credited for my missing 2 months, and that I be charged a much more reasonable price according to my age and driving record, since currently it seems to me that I am paying $540 for a single vehicle, thank you for your valuable time sincerely ******************************* *********************************** phone **********

  

  Business response

  04/19/2024

  We do not only insure vehicles for one day. *********************************** and his spouse are the only ones authorized to make changes to their policy. He would have needed to contact our customer service department or his agent to request the removal of the vehicle. There was a credit on his policy, and we issued a refund for the unearned premium.

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Commonwealth insurer hit us and totaled truck and my new Texas Pride dump trailer on 12/28/23. I Paid $15,925 and they are offering $9600, charged me for tow fees and ******* fees from Dallas ******* and Copart. They totaled it originally and told me to go sign paperwork releasing trailer to them at ****** ******* and go sign paperwork at Copart. They asked me what I paid for the trailer and I sent them invoice. Then month later they say the trailer can be fixed. I said ok, then I had to go pay $700 to have it towed to Texas Pride in ************ from Copart in ******, **. Then once in shop it is determined that it cant be fixed and it is totaled again. I gave them invoice and copy of my wire transfer of $15,925 for the 2023 trailer again. They are now saying it was average and only valued at $9600 and they are back charging me for the ******* fees and towing. IT WAS their insurer that hit us. THEY caused the accident, and any cost are theirs. These people are morons and wasting everyone's time. I sent them list of used Gooseneck dump trailers online. Mine was 16ft with 4' sides and Hydraulic jacks. Online a 2005 with OLD style hydraulics and NO Hydraulic jacks ($1500 option) was $10,500. Mine is 2023. USED one like mine with NO hydraulics jacks online is $16K. They have said one thing then another, lied and wasted my time. Even told me to take my license plate because they totaled. They owe me for trailer $15,925 , $700 tow fee I paid from Copart in ****** to ************ and Loss of Use. Its been 134 days and trailer like mine you cant even rent so I had to go buy another one. I cant wait on these people and their games. $17,625- $15,925, $700 tow fee and they offered me $1000 loss of use which is NOT even close to what it should be but i would accept that if they release the wrecked trailer to me so i can go get the (4) new tires i just put on the trailer.

  

  Business response

  04/19/2024

  We have received a formal complaint from the **************** of Insurance concerning this issue, and we intend to address the matter by providing a response through theTDI.

*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. ↩