Complaints

• Initial Complaint

  03/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ins client t-bone me while he ran a red light, inglewood pd was at scene and witnessed the incident as the patrol was behind me waiting at the same light. ive been left with ut a rental, ive left messages for the claim adjuster (j****** *****), claim adjuster supervisor (manuel ranjel), claim adjuster manager (mauricio chavez). None have returned any of my calls or messages. They promised to send out a check for $500 to "negotiate storage fees" per rep Jesus(claim appraiser) at fed loyal, no check has been issued out as of 3/5/24. i need help with resolving this issue with good faith and hope that i get a call back moving forward

  Business response

  03/13/2024

  On 03/05/2024, Ms. G******* submitted the above complaint to the Better Business Bureau. On 03/06/2024, our Company received the complaint.

  Loya Casualty Insurance informs the Better Business Bureau that there is a policy limit issue as Ms. G*******’ total loss exceeds our insured’s policy limit for property damage. Loya Casualty advises that we have not concluded Ms. G*******’ total loss as owner-retain settlement, as we are pending a signed Property Damage Release for the remaining property damage limit of our insured’s policy.

  In the complaint, Ms. G******* says that our insured was the cause of the above loss for failure to come to a safe stop at a red light. Ms. G******* says that a patrol officer was stopped behind her vehicle and witnessed the loss. Ms. G******* says that a Loya Casualty staff member advised that a check in the amount of $500.00, as payment for reasonable advanced storage charges, will be sent to her. Ms. G******* says that phone messages were not returned. Ms. G******* would like Loya Casualty Insurance to conclude her total loss as she has been without a rental.

  On 02/10/2024, five days after the loss, Loya Casualty Insurance was notified by Martin Plascencia, our insured, of the above two-vehicle loss. The information obtained in our investigation showed that Mr. Plascencia traveled east on Manchester Ave. S***** G*******, the third-party driver, was stopped northbound on S Grevillea Ave at a traffic light. Our insured approached the intersection at S Grevillea, when the light changed to red. Our insured applied the brakes but was unable to stop in time as there were wet weather conditions and slid into the intersection as Ms. G******* made a left turn in the intersection on a green light, resulting in the front bumper of our insured’s vehicle making contact to the left rear door and quarter panel of Ms. G*******’ vehicle. Through our investigation, our insured appeared to be at-fault for failure to come to a safe stop in wet weather conditions. Loya Casualty Insurance accepted liability.

  On 02/13/2024, Loya Casualty Insurance received a letter from the Kohan-Sedgh Law Firm, notifying us that the law firm is representing S***** G******* in connection to the above loss.

  On 02/20/2024, Loya Casualty adjuster G*** ********* sent a letter to the Kohan-Sedgh Law Firm, advising the steps for their client S***** G******* to submit a claim for damage to her vehicle. If storage charges are accumulating, Ms. G******* should take reasonable steps to move her vehicle to a facility that will not charge storage. Ms. G******* may be responsible for excessive storage charges if she does not minimize her loss. An attachment included a copy of our insured Martin Plascencia’s above Declarations Page, confirming our insured’s policy limit in the amount of $5,000.00 for property damage.

  On 02/20/2024, Loya Casualty appraiser Freddy Dolmuz wrote an estimate in the amount of $3,775.78 for Ms. G*******’ vehicle, a 2016 Jeep Cherokee Altitude FWD 4D UTV.

  On 02/23/2024, Loya Casualty staff member Joel Soto G******* spoke with a staff member of Walden Automotive, the shop that Ms. G******* chose to take her vehicle, who notified us of a supplemental claim. On 02/28/2024, Loya Casualty appraiser J**** ********* followed up and spoke with a staff member of Walden Automotive, and advised that we were pending photos for additional damage found to Ms. G*******’ vehicle so that we can complete a supplemental estimate. The Walden Automotive staff member said that photos for additional damage found will be submitted to our office. On 02/29/2024, after the shop submitted photos for additional damage found, Mr. Hernandez wrote a revised estimate in the amount of $8,879.71 for Ms. G*******’ vehicle (Initial estimate $3,775.78 + Supplemental1 estimate $5,103.93). The extent of damage had deemed Ms. G*******’ vehicle a total loss.

  Walden Automotive, the shop that Ms. G******* chose to take her vehicle, was aware of the claim process as it pertains to Loya Casualty Insurance and reasonable advanced storage charges.

  Loya Casualty Insurance advises that there is a policy limit issue for Ms. G*******’ property damage loss, as the ACV in the amount of $9,387.05 for Ms. G*******’ vehicle exceeds our insured’s above policy limit in the amount of $5,000.00 for property damage.

  On 02/29/2024, Loya Casualty appraiser J**** ********* spoke with Ms. G*******, and advised that the extent of additional damage found had deemed her vehicle a total loss. Mr. Hernandez advised that Loya Casualty Insurance will allow reasonable advanced storage charges up to the amount of $500.00.

  On 03/12/2024, Loya Casualty adjuster V****** ****** spoke with Attorney Kohan, of Kohan- Sedgh Law Firm, and advised that the extent of damage had deemed his client S***** G*******’ vehicle a total loss. Ms. Garcia advised that Loya Casualty Insurance will issue a check in the amount of $500.00, payable to their client Ms. G*******, as payment for reasonable advanced storage charges.

  On 03/12/2024, Loya Casualty Insurance issued a check in the amount of $500.00, payable to S***** G*******, as payment for reasonable advanced storage charges.

  On 03/12/2024, Loya Casualty adjuster V****** ****** spoke with Attorney Kohan, and advised that a Property Damage Release for the remaining policy limit in the amount of $4,500.00 will be sent to his law firm (Property Damage Limit amount $5,000.00, less above payment in the amount of $500.00 issued payable to S***** G*******, for reasonable advanced storage charges). The owner-retain settlement payment in the amount of $4,500.00, payable to S***** G*******, will include Grandview Financial Services, as there is a current lien on the vehicle.

  On 03/12/2024, Loya Casualty adjuster V****** ****** sent to the Kohan-Sedgh Law Firm, a Property Damage Release in the amount of $4,500.00, the remaining policy limit, as ownerretain settlement for Ms. G*******’ total loss.

  Loya Casualty adjuster J****** ***** will be following up with the Kohan Sedgh Law Firm, until their client S***** G*******’ total loss is concluded. If Attorney Kohan has any additional questions or concerns in this matter, Ms. T**** can be reached at ###-###-####.
  

  Respectfully,
  M***** ***** ***
  Complaint Specialist
  Loya Casualty Insurance Company

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was not allowed to renew my insurance w this company. I had this company for at least 2 years. They would not accept me, or my credit card payments and told me I needed to give utility bill, which I never had to provide in the past. I live w my daughter and son in law and the house and utilities are in their name. I showed them my checks from my job and my cell phone bill, which they refused to accept. I moved in w them almost 3 years ago for financial reasons and to help w my grandkids. I am currently unemployed and awaiting disability claim through Bill LaTour. I explained this to them and they didn’t care. I had to put payment split on 3 credit cards due to financial hardships. I have never been treated in such a disrespectful fashion. I haven’t changed address on my license as I will do it when I renew it. I even offered to call the previous address, or have them call to verify I haven’t lived there in 3 years. People often rent rooms, live w family and don’t have leases or utilities in their names. They are still required to carry insurance and should have no problems. This is outrageous. I am an existing customer. Extremely rude and they wanted over 100.00 more.

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