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Complaint Details
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Initial Complaint
05/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
CLAIM # ********* On 12/2/23 my town house was damaged in a car accident. People Trust Insurance is the company that insured the vehicle. Loyalty Underwriter made me an offer to settle my claim, which I accepted and forwarded to them. There are 2 other parties in this claim and I dont know if they accepted their respective offers. I was told by a Loyalty supervisor and adjuster that according to Florida law, I may have to wait 1-5 years to receive any funds if the other two parties dont reply to the offer. Why should I be penalized for the other parties failure to reply? Thank you.
Business response
06/13/2024
This correspondence serves as Peoples Trust Insurance Companys (PTI) response to Service Request # ********. PTI appreciates the additional time granted by the Department in responding to the service request. The information sought in the service request is not readily available. PTI is working diligently in its investigation of this matter, and will provide a response as soon as each of the Consumers concerns have been thoroughly investigated.
Thank you for your patience.
Sincerely,
*************************, Esq.
Chief Legal Officer
BRF/LFBusiness response
06/14/2024
This correspondence serves as Loyalty MGA, LLCs (Loyalty) response to Service Request ********. Loyalty appreciates the time and effort spent by *************************** (Complainant)in raising her concerns. Loyalty thoroughly reviewed the policy and claim in connection with the allegations raised in the Service Request and, at this time, denies any wrongdoing.
Loyalty issued a policy of insurance to Insured, ************************* Vegas bearing policy No. PTFC0021345-01, with an effective date of July 11,2023 through January 11, 2024. The policy contains a $10,000 property damage coverage limit.
On December 2, 2023, the Insured reported a motor vehicle accident for which Loyalty assigned a claim number and commenced an investigation of the claim. Loyalty received a traffic crash report which states in pertinent part that the Insureds vehicle accelerator got stuck causing the vehicle to lose control and strike a parked unoccupied vehicle owned by the Complainant, ***************************, a fence and then a tree. The officer determined our Insureds vehicle was at fault and cited for operating vehicle in careless or negligent manner.
On or about December 4, 2023, ************************ submitted an invoice for property damage for $2,410.90. On February 19, 2024, Progressive submitted a subrogation demand for $19,270.44.The Complainant then submitted an invoice for $1,893.42. The receipt of these three invoices created an excess issue. Thus, Loyalty made offers to all claimants to resolve the claims contingent on all of the parties agreeing to accept the pro-rated offers and receipts a signed release.
Loyalty calculated the severity/cost of damage per claimant and made a pro-rated offer to the Complainant for $802.00 and received a signed release on or about April 20, 2024. Loyalty made a pro-rated offer to Progressive to resolve the claim and received signed release on May 24, 2024.On April 19, 2024, Loyalty made a pro-rated offer to ************************ to resolve the property damage claim. As of June 13, 2024, Loyalty had not received a response from ************************ regarding its offer of resolution. On June 13, 2024, Loyalty furnished ************************ with a follow up contact letter advising in pertinent part:
As of today, we have not received a response to our offer of $1,022.22 that was sent on April 19th, 2024. If within 15 days of this letter we do not hear from you, we will consider this an agreement to the offer and proceed with payment to all parties.
Thus, Loyalty will proceed with issuing payment to all parties if ************************ does not respond by June 29, 2024.
Regarding the Insureds allegations raised in the Service Request,Loyalty denies the allegations and any wrongdoing.
We trust that the foregoing fully addresses the concerns raised in the Service Request. Should you have questions or need further information regarding this matter, please contact me directly.
Sincerely,
*************************
Chief Claims Officer
CT/lgfCustomer response
06/14/2024
Thank you for your prompt follow up. I agree with all of Loyalty Underwriters explanations. However, I was told by their supervisor that this final settlement could take from 1-5 years to be resolved IF one of the parties did not return acceptance of the offer. This is the first time that I see in writing a deadline of June 29, 2024 to settle the case. I hope that they follow through on their offer. Please DO NOT close this case until I receive my payment. Thank you kindly for your time.Business response
06/17/2024
This correspondence serves as Loyalty MGA, LLCs (Loyalty) response to additional information Service Request ********. Loyalty appreciates the time and effort spent by *************************** (Complainant)in raising her concerns. Loyalty thoroughly reviewed the policy and claim in connection with the allegations raised in the Service Request and, at this time, denies any wrongdoing.
The claim will remain open and Loyalty will proceed with issuing payment to all parties if ************************ does not respond by June 29,2024.
We trust that the foregoing fully addresses the concerns raised in the Service Request. Should you have questions or need further information regarding this matter, please contact me directly.
Sincerely,
*************************
Chief Claims Officer
CT/lgfCustomer response
06/18/2024
Thank you for your mediation on this case. However, Loyalty Underwriters does not state WHEN they will issue a check to the concern parties. We are fast approaching the 7th month since the day of the accident and I still have not seen a sincere (and effective) effort in settling this case. Could you please ask them WHEN they will issue the check? Thank youBusiness response
06/21/2024
This correspondence serves as Loyalty MGA, LLCs (Loyalty) response to additional information Service Request ******** dated June 18, 2024. Loyalty appreciates the time and effort spent by *************************** (Complainant)in raising her concerns. Loyalty thoroughly reviewed the policy and claim in connection with the allegations raised in the Service Request and, at this time, denies any wrongdoing.
Loyalty calculated the severity/cost of damage per claimant and made a pro-rated offer to the Complainant for $802.00 and received a signed release. The claim will remain open and Loyalty will proceed with issuing payment to all parties if ************************ does not respond by June 29,2024.
We trust that the foregoing fully addresses the concerns raised in the Service Request. Should you have questions or need further information regarding this matter, please contact me directly.Sincerely,
*************************
Chief Claims Officer
CT/lgfCustomer response
06/24/2024
Complaint: 21779316
I am rejecting this response because:
Loyalty Underwriters did not state WHEN they were going to issue my payment. I need a specific date, its been 7 months of empty promises. Thank you
Sincerely,
*************************Business response
07/02/2024
This correspondence serves as Loyalty MGA, LLCs (Loyalty) response to additional information Service Request ******** dated June 25, 2024. Loyalty appreciates the time and effort spent by *************************** (Complainant)in raising her concerns. Loyalty thoroughly reviewed the policy and claim in connection with the allegations raised in the Service Request and, at this time, denies any wrongdoing.
Gold ******************* failed to respond Loyaltys offer of settlement by June 29,2024 and issued payment to the Complainant on July 1, 2024 for $802.00.
We trust that the foregoing fully addresses the concerns raised in the Service Request. Should you have questions or need further information regarding this matter, please contact me directly.
Sincerely,
*************************
Chief Claims Officer
CT/lgfCustomer response
07/06/2024
Good news! I just received a check for $802 from Loyalty Underwriters. Thank you for your assistance in advocating for a resolution on this matter.
Sincerely , **********************;Initial Complaint
04/29/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
I had an accident in which my car is a total loss, when spoke to my insurance they are reviewing how much they will cover and they went ahead and spoke to Uber and found out that I have an account (which I have not used since June 2023 way before I started coverage with this company) and as a result they are increasing my premium claiming that having an account counts as using your vehicle for business purposes. I can provide plenty of proof that I have not used any of my cars since the policy started for business purposes and in the policy that I have signed it only says understand and acknowledge that this is not a commercial policy of insurance. I further agree that none of the vehicles set forth in this application are used or being used for any business use. I understand that business use includes using a vehicle insured under this policy for taxi services, limo services, ride-sharing or ride-for- hire purposes (such as Uber, Lyft, Grub Hub, Postmates, etc.), for delivery of persons or property for compensation or a fee (delivery of pizza, delivery of newspapers, etc.) or for any commercial or business purposes that requires the use of vehicle to fulfill your job responsibilities. In the event, I choose to use any vehicle insured under this policy for any business use described above, I will notify the Insurance Company in writing within 10 days of such useBusiness response
05/13/2024
This correspondence serves as Peoples Trust Insurance Companys (PTI) response to BBB Service Request #********. PTI appreciates the additional time granted in responding to the service request. The information sought in the service request is not readily available. PTI is working diligently in its investigation of this matter, and will provide a response as soon as each of the Consumers concerns have been thoroughly investigated.
Thank you for your patience.
Sincerely,
*************************, Esq.
Chief Legal Officer
BRF/LFBusiness response
05/20/2024
This correspondence serves as Loyalty MGA, LLCs (Loyalty) response to Service Request 21642163. Loyalty appreciates the time and effort spent by ************************************** (Insured) in raising her concerns. Loyalty thoroughly reviewed the policy and claim in connection with the allegations raised in the Service Request and, at this time, denies any wrongdoing.
Loyalty issued a policy of insurance to Insured bearing policy No.PTFC0038100-01, with an effective date of March 7, 2024.
On March 31, 2024, the Insured reported she was involved in a motor vehicle accident for which Loyalty assigned claim number and commenced an investigation of the claim. Loyalty received a traffic crash report which states in pertinent part that the Insured was a passenger traveling in the left lane eastbound adjacent to the single lane eastbound NE of *********** in Vehicle 2 (V02). The driver of Vehicle 1 (V01), who was traveling in the opposite direction, lost control of his vehicle and crashed into V02. The driver of V01 was cited for operating a MV in a careless or negligent and driving on the wrong side of the road. The insured vehicle was towed by ************.
On April 1, 2024, the Insured executed a Non-Injury Statement stating she was a passenger in a vehicle at the time of the accident.
On or about April 3, 2024, Loyalty furnished the Insured with correspondence advising of her duty to mitigate damages and not incur unreasonable expenses. On April 9, 2024, Loyalty received an estimate for the repair of the Insureds vehicle. PTI discovered the Insured is registered as a driver for Uber with an upon account. Given same, PTI amended the policy to a business use policy. On April 22, 2024, Loyalty furnished the Insured with a correspondence covering the loss and that an additional premium had been added to the policy along with a reservation of rights letter advising that it was continuing to investigate the claim. On April 24, 2024, Loyalty furnished the Insured with a correspondence requesting that she contact Loyalty to discuss the loss.
On May 9, 2024, Loyalty received a valuation of the Insureds vehicle. PTI later received documentation from Uber confirmation that the Insured no longer had an open account with Uber. Given the same, PTI will be readjusting the policy to a non-business use policy. On May 14, 2024,Loyalty furnished the Insured with a correspondence advising that the additional premium had been removed. On May 14, 2024, Loyalty furnished the Insured with a Total Loss Settlement Agreement to review, execute and return to Loyalty for processing, without the assessment of the additional premium. Loyalty is pending a signed Total Loss Settlement Agreement from the Insured.
Regarding the Insureds allegations raised in the Service Request,Loyalty denies the allegations and any wrongdoing.
We trust that the foregoing fully addresses the concerns raised in the Service Request. Should you have questions or need further information regarding this matter, please contact me directly.
Sincerely,
*************************
Chief Claims Officer
CT/lfgInitial Complaint
04/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My name is ******************. I am filing a complaint with the insurance company, Loyalty Underwriter with the People's Trust. My claim number is *********. The reason for my complaint is for the simple reason that they do not want to pay for the repair of my car for which I am their insured. I have had this problem since November 2023, which since then they have been making excuses for me. excuse and they don't give me an answer about how we are going to proceed, they just tell me different things and they never agree with the answers. I need an explanation since this has gone too far and I still have no answer paying a monthly fee of $832.00 and I still don't get my car fixed.Business response
04/25/2024
This correspondence serves as Loyalty MGA, LLCs (Loyalty) response to Service Request 21581847. Loyalty appreciates the time and effort spent by ****************** (Insured) in raising her concerns. Loyalty thoroughly reviewed the policy and claim in connection with the allegations raised in the Service Request and, at this time, denies any wrongdoing.
Loyalty issued a policy of insurance to Insured bearing policy No.PTFC0039320-00, with an effective date of September 20, 2023.
On November 3, 2023, the Insured reported she was involved in a vehicle accident for which Loyalty assigned claim number and commenced an investigation of the claim.
Loyalty received a traffic crash report which states in pertinent part that the Insured was traveling on SR 838 W **************************** Vehicle 1 (V01) was traveling in the outside lane. The driver of V01 attempted to change lanes into the outside *********** but failed to observe Insured traveling next to her. As a result, the right side of V01 struck the left side of the Insureds vehicle. Immediately after the impact, the driver of V01 fled the scene. The Insured reported she suspected that V01 was a Miami-Dade County water and sewer vehicle but was unable to take a photo of V01's tag as it fled. The report further states that the reporting officer contacted Miami-Dade County water and sewer department to check if they have any damage reports on any fleet vehicles that were involved in a similar accident. The reporting officer then contacted Sun-Pass and was advised that without a tag they would not be able to help in the identification of V01. Per the traffic crash report, all leads had been exhausted and the investigation concluded due to lack of any further information leading to the identification of the offender. Further investigative effort was not likely to be productive, and the case was closed.
On November 8, 2023, Loyalty furnished the Insured with a correspondence advising of her duty to mitigate damages and not incur unreasonable expenses.
On November 15, 2023, Loyalty furnished the Insured with a Reservation of Rights and Fraud notice pursuant to Florida Statute 627.736(4)(i), advising that it had reasonable belief that a fraudulent insurance act had been committed and it was conducting an investigation into the nature and scope of the fraudulent insurance act in order to determine what action would be taken. On November 17, 2023, Loyalty furnished the Insured with a correspondence scheduling an Examination Under Oath for December 7, 2023.
On November 21, 2023, Loyalty furnished the Insured with a reservation of rights letter.
On November 30, 2023, Loyalty received a letter of representation from ******* Law PA.
On December 11, 2023, Loyalty furnished the Insured with a disclosure of bodily injury, UM coverage and along with a copy of the policy of insurance. On December 14, 2023, Loyalty furnished the Insured with another a disclosure of bodily injury, UM coverage and along with a copy of the policy of insurance. On December 18, 2023, Loyalty furnished the Insured with a correspondence scheduling an Examination Under Oath for January 2, 2024.
On December 26, 2023, Loyalty received medical bills from various providers for purported medical treatment.
On December 29, 2023, Loyalty furnished the Insured with a Reservation of Rights and Fraud notice pursuant to Florida Statute 627.736(4)(i) advising that it had reasonable belief that a fraudulent insurance act had been committed and it was conducting an investigation into the nature and scope of the fraudulent insurance act in order to determine what action would be taken.
On January 2, 2024, Insured provided a recorded statement of the loss. Amongst other things, Loyalty determined the insured provided inconsistent statements; the damages were pre-existing; and she misrepresented facts of loss. On February 6, 2024, Loyalty furnished the Insured with a denial letter citing misrepresentation and fraud,after a thorough investigation of the claimRegarding the Insureds allegations raised in the Service Request, Loyalty denies the allegations and any wrongdoing.
We trust that the foregoing fully addresses the concerns raised in the Service Request. Should you have questions or need further information regarding this matter, please contact me directly.
Sincerely,
*************************
Chief Claims Officer
CT/lfgInitial Complaint
04/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
More than 4 months waiting for a letter that always gives you evasiveness and excuses not to send anything, I demand to talk to the owners or give me an address to look for the letter personally, they lie in everything Every time I call, I write everything and they always say everything differently, I have witnesses to thatBusiness response
04/29/2024
This correspondence serves as Loyalty MGA, LLCs (Loyalty) response to Service Request 21521256. Loyalty appreciates the time and effort spent by ***************************** ****** (Insured) in raising her concerns. Loyalty thoroughly reviewed the policy and claim in connection with the allegations raised in the Service Request and, at this time, denies any wrongdoing.
Loyalty issued a policy of insurance to Insured bearing policy No.PTFC0014254-01, with an effective date of May 18, 2023.
On November 27, 2023, the Insured reported she was involved in a vehicle accident for which Loyalty assigned claim number and commenced an investigation of the claim.
On November 29, 2013, the Insured executed an affidavit of Non-Injury Statement.
On December 4, 2023, Loyalty took the recorded statement of the Insured, ***************************** ******.
On January 10, 2024, Loyalty furnished the Insured with a correspondence advising the vehicle had been declared a total loss. Between the dates January 11, 2024 and February 23, 2024, the property damage adjuster spoke with Insured and attempted to obtain photos of the previous accident, vehicle damages or invoice for repairs.
On February 26, 2024, Loyalty provided the Insured with a Total Loss Settlement Agreement for review and execution. On March 25, 2024, Loyalty advised the Insured of the total loss process and as well as advising her that she needed to keep making payment for the vehicle until the lien holder processed the total loss check. On April 1, 2024,Loyalty again furnished the Insured with a Total Loss Settlement Agreement. On April 2, 2024, Loyalty received an unsigned total loss settlement. On or about April 5, 2024, Loyalty requested and received a letter of guarantee from ****************** Services. On April 12, 2024, Loyalty received the executed Total Loss Settlement Agreement. On April 16, 2024, Loyalty issued payment to ****************** in the amount of $7,802.
Loyalty states that no further amounts as due and owing under the policy and that the claim was adjusted pursuant to the terms, conditions,limitations and exclusions of the policy. Regarding the Insureds allegations raised in the Service Request, Loyalty denies the allegations and any wrongdoing.
We trust that the foregoing fully addresses the concerns raised in the Service Request. Should you have questions or need further information regarding this matter, please contact me directly.
Sincerely,
*************************
Chief Claims Officer
CT/lgf
Enclosures:
Check dated 4/16/24Initial Complaint
01/31/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On 12/13/2023, I was involved in a minor car accident, I reported the accident to the insurance company, they were quick to respond and provide me name of assigned adjuster. I asked the adjuster to explain the procedure as I had never been involved in a car accident. I was advised they would complete the next steps. On 12/26/2023 I dropped my car off at the body shop was told by the adjuster 1 week later that she was waiting to obtain the police report. I had to take off a day from work to go from court house to court house trying to figure out who had jurisdiction of the report, I had to take the pictures and provide them to the adjuster. Emailed several days consecutively with no response. When finally called was told that a DTP was needed, again I contacted the body shop provide information to have things move forward (1/12/24), Escalated to a manager on 1/18/24, as no outcome, whom is just as bad at responding emails.Today is January 31st, ****, my car has been in the body shop for the past ******************************************************** to get my vehicle back. They should pay for the deducible not me for all this money I have had to pay for not having my car.Business response
02/09/2024
This correspondence serves as Loyalty MGA, LLCs (Loyalty) response to Service
Request ********. Loyalty appreciates the time and effort spent by *************************************
******** (Insured) in raising her concerns. Loyalty thoroughly reviewed the policy and claim
in connection with the allegations raised in the Service Request and, at this time, denies any
wrongdoing.
Regarding Claim No. *********, the adverse driver contacted Loyalty on 12/13/2023 to
report an auto accident involving the Insured. Thereafter, Loyalty requested the police report
through a vendor it uses to obtain same. Loyalty then contacted the Insured, obtained her recorded
statement, referred her to a body shop, and submitted correspondence to her. On 12/14/2023,
Loyalty received correspondence from the Insured, wherein she provided the driver exchange
form, a citation, and her vehicle registration. On 12/27/2023, Loyalty received photos from the
insured documenting the purported damages to her vehicle. On 12/29/2023, Loyalty spoke with
the Insured, wherein she advised the vehicle was located at the body shop **** Motors (VM).
On 1/2/2024 and 1/5/2024, Loyalty spoke with VM regarding the claim and repairs to the vehicle,
and requested its W9 and direction to pay. Thereafter, on 1/5/2024, Loyalty received the police
report from its vendor. On 1/9/2024, Loyalty submitted correspondence to the Insured with an
update on the claim. On 1/10/2024, Loyalty spoke with VM regarding the claim and repairs to the
vehicle, and again requested its W9 and direction to pay.
On 1/16/2024, Loyalty received the preliminary estimate for repairs to the Insureds
vehicle. Thereafter, Loyalty received the police report from the Insured. Loyalty also spoke with
the Insured to advise it was still waiting on the W9 and direction to pay from VM. Loyalty later
called VM, but was unable to reach anyone and, therefore, left a voice message. On 1/23/2024,
Loyalty spoke with the Insured to provide an update on the claim and submitted correspondence
to her. Thereafter, Loyalty spoke with VM and again requested its W9 and direction to pay on
1/23/2024 and 1/25/2024. On 1/29/2024, Loyalty finally received VMs W9 and direction to pay.
Loyalty later called the Insured to provide an update on the claim, but the Insured became
disrespectful and disconnected the call. On 1/31/2024, Loyalty issued payment to VM for the
repairs to the Insureds vehicle. Thereafter, Loyalty submitted correspondence to the Insured with
an update on the claim.
Regarding the Insureds allegations raised in the Service Request, Loyalty denies the
allegations and any wrongdoing.
We trust that the foregoing fully addresses the concerns raised in the Service Request.
Should you have questions or need further information regarding this matter, please contact me
directly.
Sincerely,
*************************
Chief Claims Officer
CT/emsInitial Complaint
12/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am here to complain about loyalty underwriters. They also underwrite for car insurance (peoples trust). This is the worst car insurance company I have ever dealt with. I got into an accident 09/24/2023 and it took until November 11/25/2023 to get my car repaired. Being that I live in ******* they have no collision centers that works with them in the area. I did ALL the footwork of my entire claim. It is impossible to talk to your adjustor. They never return phone calls, or emails, and they are extremely rude. This facility has mostly Spanish speaking agents so they will hang up on you multiple times if they do not have someone fluent enough in English to help you. My full coverage policy was changed in the middle of the policy with no notice of increase from the insurance company. My policy changed from $163 a month to $296. I have a 6 month policy and still have 2 months left. This change happened with no communication from loyalty. I called *************** and they stated the company (loyalty) put on my policy that I was an UBER driver and added a business use policy to my car insurance plan (without permission). I communicated to them that I have never driven for UBER nor was I ever a private contractor for any ride sharing companies. They increased my premium in the middle of a policy/contract which is illegal and they did it without reaching out to me. I finally spoke with someone at loyalty on 11/30/2023, I advised them i was not a uber driver and I did not know why they would add business use to my policy without permission? the gentleman stated that i needed to reach out to uber and get a letter proving i was not a driver for them and email it to ********************************** I called uber and they stated that they do not have any documents for me as a driver and that they could provide proof that I had never driven for them. I emailed the proof to loyalty and they refused to remove it from my policy. I was told I could get a new quote 4 a diff policy. i feel bullied.Business response
12/28/2023
********. Loyalty appreciates the time and effort spent by *********************** (Insured) in
raising her concerns. Loyalty thoroughly reviewed the claim in connection with the allegations
raised in the Service Request and, at this time, denies any wrongdoing.
Regarding Claim No. *********, the Insured contacted Loyalty on 9/25/2023 to report an
auto accident that occurred on 9/04/2023. Loyalty requested photos of the purported damages to
the insured vehicle from the Insured to process the claim. Loyalty also requested the police report.
Thereafter, on 9/25/2023, Loyalty attempted to speak with the Insured, but was unable to reach
her. On 9/26/2023, Loyalty received the police report, and received photos of the purported
damages from the Insured. On 9/28/2023, Loyalty submitted written correspondence to the
Insured. Loyalty also submitted an email to the Insured requesting additional information and a
recorded statement. Thereafter, on 9/28/2023, Uber advised Loyalty that, while the Insured is a
registered driver for Uber, she was not logged into the Uber application at the time of the purported
accident. On 9/29/2023, Loyalty spoke with the Insured regarding the claim. On 10/1/2023,
Loyalty received additional photographs from the Insured. On 10/2/2023, Loyalty obtained the
Insureds recorded statement.
Thereafter, Loyalty spoke with the Insured on 10/2/2023 to advise that it will have an
appraiser prepare a preliminary estimate based on the photographs she provided, and further
advised that she can take her vehicle to a body shop of her choice to make the repairs and that the
body shop will provide Loyalty with a supplemental estimate along with photographs of its
inspection of the vehicle. On 10/9/2023, Loyalty spoke with the Insured, wherein she advised that
she had not yet taken the vehicle to a body shop. On 10/10/2023, Loyalty received the preliminary
estimate. On 10/19/2023, Loyalty received a supplemental estimate and photos from the Insureds
body shop, Maxximum Autosports (MA). On 10/24/2023 and 10/25/2023, Loyalty emailed MA
to request additional information. On 10/30/2023, Loyalty again emailed MA to request the
additional information, and also provided the preliminary estimate. Thereafter, on 10/30/2023,
Loyalty received the requested information from MA. On 11/2/2023, Loyalty submitted the
payment to MA based upon the estimate for the repairs to the Insureds vehicle.
BBB Service Request Response ********
December 28, 2023
Page 2 of 2
Regarding Policy No. PTFC0035820-00, Loyalty discovered through its investigation of
Claim No. ********* that the Insured is a registered driver with Uber. Pursuant to the terms and
conditions of the policy, Loyalty added a business use to the policy given same. On 11/30/2023,
the Insured confirmed that she is registered as a driver with Uber. While the Insured provided
documentation from Uber indicating that she has yet to complete a trip with Uber, the
documentation also confirmed that she is still a registered driver with Uber and has an active
account.
Regarding the Insureds allegations raised in the Service Request, Loyalty denies the
allegations and any wrongdoing.
We trust that the foregoing fully addresses the concerns raised in the Service Request.
Should you have questions or need further information regarding this matter, please contact me
directly.
Sincerely,
*************************
Chief Claims Officer
CT/emsInitial Complaint
12/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 8/30 I had a person rend my vehicle being at fault with reckless driving. This company gave me h*** to open my claim for repairs. They down my estimate and they did not offer me a rental instead they aid pay it and we will reimburse you. My car has been in the shop since 10/25/2023 and I picked up on 12/1/2023. I sent the bill for my rental now they are trying to shorten the amount I paid in full to enterprise. This company has lacked of commication with me and even with the dealer as you can see emails attached they have had trouble trying to get supplments from them and that is what cause my car to stay until 12/1/2023.I just want my full amount I paid for my rental.Business response
12/28/2023
This correspondence serves as Loyalty MGA, LLCs (Loyalty) response to Service
Request ********. Loyalty appreciates the time and effort spent by ************************
(Complainant) in raising her concerns. Loyalty thoroughly reviewed the claim in connection
with the allegations raised in the Service Request and, at this time, denies any wrongdoing.
Regarding Claim No. *********, the Complainant contacted Loyalty on 8/30/2023 to
report an accident that had occurred with Loyaltys Insured. Loyalty requested photos of the
purported damages to the Complainants vehicle to process the claim. Loyalty also requested the
police report. On 8/31/2023, Loyalty received the photos from the Complainant. On 9/5/2023,
Loyalty received a preliminary estimate from the Complainants body shop, ***************
(****), regarding the purported repairs to the Complainants vehicle, wherein it estimated the
repairs for $5,743.34, but did not indicate how long the repairs would take to complete. On
9/6/2023, Loyalty spoke with and submitted correspondence to the Complainant. On 9/8/2023,
Loyalty received a preliminary estimate from its appraiser regarding the repairs to the
Complainants vehicle, wherein it estimated the repairs for $2,740.78 and that the repairs would
take three days to complete. On 9/18/2023, Loyalty spoke with the Complainant regarding the
preliminary estimate for the repairs to her vehicle and the rental reimbursement pursuant to the
policy. On 9/20/2023, Loyalty received the police report. On 9/21/2023, Loyalty spoke with the
Complainant and advised her that, although it was unable to reach its Insured to obtain a recorded
statement, it was proceeding with coverage for the Complainants claim. Loyalty further advised
payment for the repairs would be forthcoming, and further advised that she was approved for rental
coverage for three days pursuant to the preliminary estimate and the policy of insurance.
Specifically, the terms of the policy of insurance indicates that rental reimbursement is allowed
for the dates the vehicle is being repaired, not for the dates when the vehicle is dropped off and
picked up from the body shop. On 9/22/2023, Loyalty again spoke with the Complainant
regarding the payment for the repairs to her vehicle. On 9/26/2023, Loyalty issued payment
totaling $2,740.78 to the Complainants vehicle owner, ***********************, for the repairs to the vehicle,
pursuant to the preliminary estimate prepared by Loyaltys appraiser.
On 9/28/2023 and 10/26/2023, Loyalty spoke with the Complainant regarding the rental
reimbursement. On 10/30/2023, Loyalty received photos and a supplemental estimate from ****,
BBB Service Request Response 20956542
December 27, 2023
Page 2 of 3
wherein it estimated the ************* for $6,525.74 and that the repairs would take three days to
complete. On 10/30/2023, Loyalty again spoke with the Complainant regarding the rental
reimbursement. On 11/3/2023, Loyalty received a supplemental estimate from its appraiser,
wherein it estimated the ************* for $5,034.50 and that the repairs would take seven days to
complete. On 11/6/2023, Loyalty spoke with **** regarding the supplemental estimates for the
total cost of repairs to the Complainants vehicle. On 11/8/2023, Loyalty again spoke with the
Complainant regarding the rental reimbursement, wherein it requested her to provide her paid
rental invoice in order to process the rental reimbursement. On 11/9/2023, Loyalty received two
rental invoices from the Complainant: 1) for 10 days of rental from 10/25/2023 through 11/3/2023
as the anticipated return date, at $44.48 per day, for a total of $444.80; and 2) for 4 days of rental
from 10/25/2023 through 10/28/2023 as the anticipated return date, at $44.48 per day, for a total
of $177.92. On 11/20/2023 and 11/22/2023, Loyalty again spoke with **** regarding the
supplemental estimates. On 11/27/2023, Loyalty spoke with the Complainant regarding the
supplemental estimates and the rental reimbursement. On 11/28/2023, Loyalty finalized the
supplemental estimate with **** and both parties agreed to a final sum for same. **** also
advised that the vehicle repairs had been completed and it was ready for pick up. On 11/28/2023
and 11/30/2023, Loyalty spoke with the Complainant regarding the supplemental estimate and
payment for same. On 12/1/2023, Loyalty issued payment totaling $2,293.72 to **** for the
supplemental repairs to the vehicle, pursuant to the agreed upon supplemental estimate and amount
of same.
On 12/4/2023, Loyalty again spoke with the Complainant regarding the rental
reimbursement, wherein it advised it agreed to pay $40 per day at 21 days for a total of $840, even
though the repairs to the vehicle where for no more than 4 days and, per the terms of the policy of
insurance, the Complainants rental reimbursement is limited to the dates the vehicle is being
repaired, not for the dates when the vehicle is dropped off and picked up from the body shop.
However, the Complainant was upset because she paid $1,885.05 for $44.48 per day at 38 days
from 10/25/2023 through 12/1/2023, the purported dates when she dropped off and picked up the
vehicle from ****. The Complainant also inaccurately alleged that Loyalty failed to communicate
with ****, but failed to provide any proof of same, and she proceeded with threatening the adjuster
with physical harm and disconnected the call. Thereafter, Loyalty attempted to contact the
Complainant, but was unable to reach her and, therefore, left a voice message. Loyalty also issued
payment to the Complainant for the $840 on 12/4/2023. On 12/5/2023, Loyalty again spoke with
the Complainant regarding the rental reimbursement, wherein it advised it agreed to pay an
additional $40 per day at 7 days for a total of $280, in addition to the previously paid amount,
making the total amount paid for the rental reimbursement as $1,120. Thereafter, Loyalty issued
payment to the Complainant for the additional $280 on 12/5/2023.
Regarding the Complainants allegations raised in the Service Request, Loyalty denies the
allegations and any wrongdoing. As previously stated above, the terms of the policy of insurance
indicates that rental reimbursement is allowed for the dates the vehicle is being repaired, not for
the dates when the vehicle is dropped off and picked up from the body shop. Additionally, there
was no delay on Loyaltys part in the handling of this claim, as evidenced by the timeline noted
above.
BBB Service Request Response 20956542
December 27, 2023
Page 3 of 3
We trust that the foregoing fully addresses the concerns raised in the Service Request.
Should you have questions or need further information regarding this matter, please contact me
directly.
Sincerely,
*************************
Chief Claims Officer
CT/emsInitial Complaint
10/31/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On September 27 at approximately 5 am I was crashed on I95 and the driver fled, the events happened very quickly and I did not have the opportunity to take photos of the other vehicle. This was the first time something like this happened to me, so I did not inform the police and due to the location of the crash and the time, I was not able to stop due to the risk this presented to me, I was trying to call my insurance for the next few days. and it was a little difficult to contact them, it took several days until I managed to do so.Now my insurance does not want to repair my vehicle, stating that all the facts are very suspicious and they only want me to take it to a workshop in ******* where I am sure it will not be properly repaired. I just want my vehicle to be repaired at the dealer where I have always taken it.my claim number is #*********Business response
11/29/2023
This correspondence serves as Loyalty MGA, LLCs (Loyalty) response to Service
Request ********. Loyalty appreciates the time and effort spent by ********************* (Insured) in
raising his concerns. Loyalty thoroughly reviewed the claim in connection with the allegations
raised in the Service Request and, at this time, denies any wrongdoing.
Regarding Claim No. *********, the Insured contacted Loyalty untimely on 10/17/2023
to report his vehicle had been involved in a purported hit and run on 9/27/2023. The Insured
alleged a vehicle hit the insured vehicle in his driveway and then ran off, but stated he failed to get
the hit and run vehicles tag number or contact the police to report the accident. Loyalty requested
photos of the purported damages to the insured vehicle, which the Insured later provided that day.
On 10/18/2023, Loyalty received the estimate for the repairs to the Insureds vehicle. On
10/24/2023, Loyalty attempted to contact the Insured, but was unable to reach him and, thus, left
a voice message requesting that he return the call. On 10/26/2023, Loyalty again attempted to
contact the Insured, but was still unable to reach him and, therefore, again left a voice message
requesting that he return the call. Thereafter, Loyalty spoke with the Insured regarding the claim
on 10/26/2023, and again on 10/30/2023. On 10/31/2023, Loyalty completed its investigation,
confirmed coverage for the loss, and issued payment to the Insured for the full amount of the
estimate minus the applicable deductible.
Regarding the Insureds allegations raised in the Service Request, Loyalty denies the
allegations and any wrongdoing.
We trust that the foregoing fully addresses the concerns raised in the Service Request.
Should you have questions or need further information regarding this matter, please contact me
directly.
Sincerely,
*************************
Chief Claims Officer
CT/emsInitial Complaint
10/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
the representative;who represents this case never answers the calls,and they not finished,their work. or provide professional appropriate follow-up to the ***** she represents.Business response
10/13/2023
BBB On-Line Comment
Case #: 20695078
October 13, 2023
*********************************
************************************************************************
E-mail: *************************
Loyalty MGA, LLCs (Loyalty) responds to this Service Request by advising that Loyalty thoroughly reviewed the allegations raised in the Service Request and, at this time, denies any wrongdoing. Loyalty could not locate a policy or claim in its system regarding the Complainant. As such, Loyalty cannot respond to any allegations in the Service Request without further information, such as the policy number and/or the claim number.
Should you have any further questions, please do not hesitate to contact me directly.
Sincerely,
*************************
Chief Claims Officer
CT/ems
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Customer Complaints Summary
11 total complaints in the last 3 years.
10 complaints closed in the last 12 months.