ComplaintsforCalifornia Casualty

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A driver insured by California Casualty hit my parked car on 3/9/2024. She reported the claim herself and they agreed to repair my vehicle and provided a rental car. They would not agree to replacing the parts, only repair them, citing my 2021 ******* was too "old" for replacement parts. Just over 2 yrs old with 17K miles on it.Upon completion of repairs, I discovered that my vehicle's repairs had been reported to CarFax for the damages. This affects my vehicle's resale value. This happened in ******** which is a "Diminished Value" state - I am seeking monetary compensation for the additional loss. The standard / average claim is for 10% of the value at time of loss. The company has been avoiding me - several emails and voicemails to the adjuster, escalated calls to customer service, etc and I can't get anywhere with them. I'm only asking for what I am entitled to. This accident was not my fault and my vehicle's diminished value should not be at my expense when I sell or trade it in. We're not suing for big dollars here - just give me what's fair. Finish the claim for me, please.

  

  Business response

  08/07/2024

  Please reference the two pdf attachments in response to this BBB complaint.  If you have any questions, please contact: ******************* / ******************.  Thank you. 

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car insurance has a clause that states if damage to my vehicle occurs on school property ( I am a teacher) then my deductible is waived. On July 9th I came out to my car and the windshield was broken. I notified school administration and they notified school police. I notified my insurance company, California Casualty and proceeded to set up arrangements for repair/ replacement. California Casualty representative sent an incorrect work order to Safelite glass. When I picked up my vehicle, Safelight would not release my vehicle until I paid them my stated deductible. I needed my car so I paid it, thinking the insurance company would reimburse. On July 23, 2024 my claim adjuster *************************, told me they can't do.anything, I need to go fight with Safelite to get my deductible refunded. This is not my job. I pay them every month to provide the service spelled out in my policy. They did not live up to that. For all I know , they are in cahoots with Safelite to scam people out of hundreds of dollars. Can you help me?

  

  Business response

  08/08/2024

  On July 8, 2024, the customer submitted a glass claim. During the first notice of loss, we confirmed that the deductible was waived under the endorsement. The glass company was promptly informed that the deductible was waived and did not need to be collected.  However, on July 18, 2024, the customer contacted ******************** to report that they had to pay the deductible due to a misunderstanding by the glass company. Upon hearing this, the adjuster contacted the glass company, who advised us that a formal dispute would need to be filed to reimburse the deductible.  On July 24, 2024, several options were presented to the customer, including immediate reimbursement by California Casualty. The customer confirmed that she would wait for the glass company to issue the reimbursement check.  On July 30, 2024, it was verified that the glass company had reimbursed the customer the comprehensive deductible. 

• Initial Complaint

  07/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I submitted receipts for reimbursement while displaced from my home due to it flooding in December 2022 on April 26, 2024. I called in May 2024 and asked when I would receive reimbursement and was told within 5-7 business days. I called again in June and was told it was under review and needed approval as someone was leaving the company on July 1, 2024. It is now July 19, 2024 and no reimbursement check. I followed the contract of what was reimbursable. Which included food "if displaced from your home" and some hotels did not have kitchens. They are trying to also deny my Uber Eats receipts, for which I didn't even submit other food app receipts for. I want my reimbursement check issued and overnighted ASAP.

  

  Business response

  07/23/2024

  California Casualty takes any customer concern seriously.  The insured was contacted on July 17, 19, and 22 to discuss her reimbursement concerns. Additional receipts were received from the insured and reviewed.  We have now resolved all of the *** reimbursements due to the insured. We await the contents/ personal property pricing report to be received from our 3rd party vendor for final review/resolution.We anticipate the personal property being resolved by weeks end. At this time, the claim is moving along nicely, and the insured is satisfied with the handling of the claim.  Thank you for allowing us an opportunity to review this claim.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have been a customer with this company since 2014 until May 2024. The company no longer due business in the State of ************** due to high numbers of accident claims per California Casualty. I have never filed a claims since a being a member of this car insurance company. They ended my policy on June 27, 2024 and my new policy with another company would start on June 27,2024. They never contact me about any withdrawals that was going to take place and spoke with a representative and was told "They drop the ball on me" but was not able to reverse the payment. A payment of $193.00 was taken from account on June 26th a day before my contract ended.

  

  Business response

  07/03/2024

  California Casualty has been in business for more than 100 years and is committed to providing excellent customer service and acting with integrity.
  We would like to start by thanking this customer for their long time insuring with California Casualty.
  California Casualty made a business decision to exit the auto line of business in the State of ************** for economic and business reasons, individual records were not a consideration. The Agency Director approved this decision, and a letter was mailed to the customer on 4/2/2024 advising that coverage would end on 6/27/2024.
  After a thorough review of the policy, it has been determined that it was appropriately billed and that the Company will not be providing a billing adjustment. This was explained to the consumer by a **************** Rep in a call that took place on the same date that this complaint was filed.
  The Company is unable to provide personal information on a public forum, however if the consumer would like to review the billing on the policy further, we would encourage them to contact the **************** Department at **************.
  The Company thanks you for the opportunity to address this concern. 

• Initial Complaint

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This complaint is over a $349 bill from California Casualty (CalCas),starting around October 2023.I had been a customer for about 19 years, usually paying the year in advance. Since becoming disabled, I started paying mostly quarterly. On November 21, 2022, I paid $315 for the new year.In April, I didnt receive a bill from CalCas and forgot to pay. On May 16, 2023, I paid $500. On June 16, 2023, I received a $500 check from CalCas and thought I overpaid as Ive done that since becoming disabled.On June 20, 2023, I was ticketed and couldve been arrested for driving with a suspended license. Without my knowing, ****** had cancelled my policy and contacted the ****************. (Reinstatement of my license was costly and an ordeal.) I contacted CalCas that same day.On June 20, 2023, the CalCas customer service representative told me I needed a new policy after 19 years. The premium went up a bit. I paid and ****** told me I was current.In July, 2023, CalCas billed me for about $350. A representative told me that the premium went up several hundred dollars and was now in the upper $2,000 range. I paid.Around August 5, 2023, I learned that my premium went up to $5,000! CalCas increased its rate by about 150% (from ~$2100 to ~$5500). I contacted ********************** got a new policy, and the CalCas policy was cancelled. I now pay $1500/yr.Around October, I started receiving bills for $349, and then debt collection. (My credit rating has been over 800 for almost 20 years.) CalCas asserts the premium went up on June 20, 2023. I have contacted CalCas, by phone and email, numerous times, and requested escalation. ****** refuses to adjust.I have since learned that CalCas no longer covers the ****************. The cancellation and increase seem to be to drop a ******* driver. CalCas shouldve been honest & upfront. Instead, ****** wants a 19-year loyal customer to pay for their error even though I cancelled as soon as I learned of the 150% increase.

  

  Business response

  04/15/2024

  California Casualty has been in business for more than 100 years and is committed to providing excellent customer service and acting with integrity.
  

  We would like to start by thanking this customer for their long time insuring with California Casualty.
  
  Following the policy cancellation for non-payment of premiums, it was rewritten per the customers request effective 06/20/2023. During the underwriting review period,a letter was mailed to the consumer to the address the Company has on file to advise of a discrepancy that was discovered on the application which caused a change to the rate. The customer did not respond, and the new rate was applied to the policy.
  
  On 08/09/2023,the customer requested the cancellation of her automobile policy effective that same day. The amount that is left owing is for coverage provided from 06/20/2023 to 08/09/2023 minus the down payment made at policy inception.
  
  The policy cancellation for non-payment and the premium on the policy rewrite are not related to the Companys decision to exit the automobile line of business in the ****************.
  
  The Company is unable to provide personal information on a public forum, however if the consumer would like to review the premium or billing on the policy, we would encourage them to contact the *************************** at **************.

  The Company thanks you for the opportunity to address this concern. 

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July 23 my son, ******, misjudged a curve and slid across the roadway and rolled our 01 Dodge PU onto its side. We called for a tow filed a claim. I did not know actual damage to the rig would be less than our deductible. I was contacted by a major claims adjuster who insisted, because of a Rollover the vehicle would be totaled. I explained the truck was still drivable & damage appeared minimal. The adjuster agreed to send an appraiser to our home to have a look. The appraiser spent less than 3 minutes taking photos. The Adjuster concluded the three small dents on the trucks right side were repairable, but the under-carriage damage must certainly still warrant a Total. I explained the only visible under carriage damage was the right front spring had slid from its base. The adjuster told me there were no pictures of the underside, so I for re-appraisal. I was told there were no re-inspections. I asked to simply finish the 1st. A settlement for total loss, was issued. I accepted after talking to a customer care agent. I expressed my concern with being able to insure a Reconstructed Title Vehicle. The agent told me reconstructed title vehicles are frequently insured, on a case-by-case basis. I felt confident there would be no problem, based on that conversation. ************ re-seated the spring & replaced a few worn parts but concluded there was no other damage from the crash. The truck went an alignment shop. No damage was discovered. Oregon DMV inspected & retitled the truck. Less than $500 was spent to repair this truck back to better than it was before the crash. We've put ******** into this rig with plans for its future. It' needs to be insured with ***************** The truck should never have been totaled. A claims adjuster took advantage of a client without experience in such matters. Now, an underwriting algorithm deems this rig uninsurable. That's not acceptable & the path taken to reach it unethical, incomplete, & misleading

  

  Business response

  03/22/2024

  California Casualty has been in business for more than 100 years and is committed to acting with integrity. We value the consumers feedback and take all customer inquiries seriously. I have researched the customers statement of the problem and desired settlement, and I offer the information below in response.

  First and foremost, I would like to apologize for any stress or inconvenience this situation may have caused the consumer. We understand that dealing with insurance matters can sometimes be challenging, and we are committed to assisting the consumer in any way we can to resolve this matter.

  Upon thorough investigation into this case, we have determined that the decision to remove the vehicle from coverage aligns with the Company's standards and rules. It's imperative for us to apply our rules consistently and fairly to all our customers.

  Unfortunately, based on our assessment, we are unable to renew coverage for the vehicle in question at this time. However, we would like to extend an alternative solution for the consumer to consider. The Company has an internal Agency which can provide access to partner insurers who may offer liability and comprehensive coverage options for the vehicle. We encourage the consumer to reconsider this offer and reach out to our ****************** to explore further insurance options.

  The Company has provided the consumer with the information noted above and we thank you for the opportunity to address their concerns. 

  Customer response

  03/26/2024

   
  Complaint: 21431280
  
  I am rejecting this response because: California Casualty misled me and engaged in a deceitful practice by assuring me they'd cover my vehicle, only to then reject that coverage 6 weeks before renewal. This is unprincipled and unacceptable. I'd appreciate if the company would admit their mistake.

  Sincerely

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

  

  Business response

  04/02/2024

  California Casualty has extended its sincere apologies for any frustration caused by this situation. We have offered an alternative solution for the consumer's consideration and will carefully consider their valuable feedback to improve our services. However, it's important to clarify that the Company did not guarantee future coverage for the vehicle. We regularly assess our risk tolerance and adjust our rules and policies accordingly. Therefore, acceptability for coverage is subject to change, and we cannot provide specific assurances regarding coverage on future policy renewals. Furthermore, we provided adequate notice to advise the consumer that coverage for the vehicle was ending. Once again, we appreciate the opportunity to address the consumer's concerns.

• Initial Complaint

  02/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was contacted on 02/09/23 about a claim filed against our auto insurance. The car in question is a **** ***** Accord. My son drives this car. When I contacted him about the accident, he indicated that he had not been in an accident. He had not hit a parked car as the insurance company asserts. He called the adjuster on 02/10/23. I called *************************** a week later, and to date, he has not returned my son's or my calls. I called the general claims number and asked to speak with his supervisor today. I left a voicemail with ******* Captain regarding our concern over the veracity of this claim. Currently, we are awaiting a callback.I want Cal Casualty to return our calls and offer a fair and detailed investigation into this claim. I do not want our insurance to be affected by an accident for which we are not responsible.

  

  Business response

  03/01/2023

  Our response letter is attached.  If you have any questions, please contact the author if you have any questions. 

  Thank you, 

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

  California Casualty Management Company

  Claims Department

  Ph: ************

• Initial Complaint

  02/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 21st 2023 I called California Casualty to add a vehicle to my policy. During this process I discovered that my car insurance policy had increased roughly 410% from last year. I was involved in an accident for which I was at fault on July 16th 2022 and my wife was involved in a very minor fender ****** in January 2022 so I was expecting an increase. What I discovered after speaking with the agent is that the minor fender ****** had been attributed to my driving record as well as my wifes resulting in an astronomical price increase. They have made it look like I have been in two accidents in 6 months. Furthermore when attempting to correct this issue I was told that an email was sent to underwriting. Additionally I was told I could not speak to anyone today as underwriting does not have a phone number. This is coming after repeated issues with communication, attention to detail, and customer service.Please see the attached photo below to see the exact dollar amounts.

  

  Business response

  02/27/2023

  California Casualty has been in business for more than 100 years and is committed to providing excellent customer service and acting with integrity.
  
  The consumers concern is regarding an increase in premium due to an accident belonging to his wife was charged to him in error.
  
  Once it was brought to the Companys attention, California Casualty corrected the issue and removed the additional accident that was listed for the consumer effective the date it was added (renewal 02/21/2023) to the policy. The policy now shows 1 accident for the consumer and 1 accident for his wife. An amended declaration was mailed to the consumer which reflects this change.
  
  California Casualty invites the consumer to contact **************** at ************** to have a policy review if he has any additional questions or concerns regarding the policy premium.
  
  The Company strives to provide excellent customer service and sincerely regrets the inconvenience and frustration that you experienced.  
  
  Thank you for the opportunity to address this concern.

  Customer response

  02/27/2023

   
  Complaint: 19446492
  
  I am rejecting this response because: my billing has not been adjusted, removing the falsified accident should result in a significant reduction in my monthly bill. 
  
  Sincerely,
  
  ***********************

  

  Business response

  03/01/2023

  California Casualty reached out to the consumer on 02/28/2023 to discuss his concerns and questions regarding the billing of his policy.

  
  We encourage the consumer to contact the Company at ************** to review the billing on his policy.

  
  The Company thanks you for the opportunity to address the consumers concern.

• Initial Complaint

  02/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company first involuntarily canceled my auto insurance policy because they claimed that my credit card charge was rejected, I made several calls and provided them with all information they requested that proves that my credit card information is still valid. Then they refused to re-initiate my policy (even though they are at fault), and offered to renew at a 20% higher premium on a condition that I send them photos of the car. I accepted the offer and sent them the photos and waited for them to initiate the policy, they didn't. I contacted them and they apologized for misunderstanding and that I had to call. They raised the premium again by another 10%. I accepted, they sent me the updated documents that show the policy and payment schedule. They charged my credit card as planned for the first payment and then for the second payment charged me almost twice without notifying me (even though the payment schedule clearly states that they won't charge me higher amounts without prior notification). I called them and they said they made a mistake and now the price is 100% more than the initial price. I canceled the policy because of their lack of integrity, their abuse of my permission to automatically charge my credit card, and their horrible customer service.

  

  Business response

  02/08/2023

  At California Casualty we are committed to operating with integrity and providing excellent customer service. Your policy cancelled for non-payment because it was not requested that the recurring credit card payment information be changed. When you contacted the Company to begin policy coverage again, a lapse of greater than 60 days had taken place, which changed the policy premium. We invite you to reach out to California Casualty for further information, or if you wish to discuss writing a new policy. Thank you for giving us the opportunity to address this concern.

• Initial Complaint

  01/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I submitted a claim online through my account on 12/23/2022. I eventually called and spoke with ************************* who processed the claim on 12/27/2022. I have emails showing I submitted online claims on 12/23 and as of 12/27, nothing had been received. Now, after the claim was submitted, no one even went out to work on the estimate of my car until 1/3/2023. Since the adjuster has been out, my auto ********** emailed the repairs on 1/3, called again on 1/6 to which the adjuster needed the email sent again, called again on 1/7 and received no answer, and today 1/9, still no progress. I called ************************* later in the day on 1/9- he commented how he saw the adjusters notes from a week ago, called the auto place and placed me on a 32 minute hold to which he promised he would have all items expedited. 1/13/2023 my auto ********** called and stated ****** has not called them back since. The auto ********** and myself called and left messages yesterday and as of 1/13/23- parts (that are on back order) have still y yet to be ordered. I only have a car for 30 days-19 days later, I am still waiting. I commute an hour to work- one way. I also have 4 children and a husband and due to costs, can only use a car that fits part of my family. I use CalCas for my auto and home owners insurance and will be cancelling my policy for both, immediately. Looking at the other reviews, the reputation speaks for itself.I held off as long as possible on getting my rental car as I only have 30 days covered. This is absolutely unacceptable that it has been 3 weeks with little to no progress. I am a paying and working customer who should be given an extension on the rental car allotment. No one is doing their part and regardless of holidays and days off, people still have lives and have to go on. The auto body shop knows for a fact that parts are on back order and that once the initial issues are handled, there could be other issues which would extend my time of need for a rental.

  

  Business response

  01/20/2023

  This matter has been brought to my attention. California Casualty treats any complaint very seriously and I welcome this opportunity to review and address the facts in this matter.
  
  The incident involved the insureds 2021 *************. She reported driving through a large puddle at 25 mph and stated that the water went underneath and over the vehicle but not into it.  Immediately after,she heard noises coming from under her vehicle and took it to Affordable Automotive for repair.  They found damage to some of the steering components including the right front axle.  
  
  The insured reported the loss by e-claim on 12-23-22. Our initial contact was made on 12-27-22. We had the IV inspected and **********************) noted it took place on 1-4-23 and the initial estimate was below the insureds deductible.  A supplemental estimate was created on 1-11-23 after the vehicle was inspected for a second time.
  
  On 1-17-23 I reached out to the insureds shop of choice to confirm that they had received a copy of appraisers repair estimate and they said they didnt. I emailed and faxed the estimate to the shop right after the call. I asked shop manager how long the repairs would take and he said one day after they received the parts. However,mentioned one of the parts needed for the repairs is on national back order (right axle).  The shop manager advised they will move forward with ordering parts and make repairs as soon as possible.
  
  I called the insured and discussed her concerns about delays in the handling of her claim. I apologized for same. I informed her of my discussion with her shop of choice and recommended that she call them as well to make sure they order the necessary parts to repair her vehicle. I extended the insureds rental car and paid the claim. The insured was satisfied with my response to her concerns.

*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. ↩