ComplaintsforUnited Automobile Insurance Company

Auto Insurance

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Initial Complaint
06/26/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I filed a claim on 5/21 claim number **********. They have not finished processin claim and are not responsding. I have left several messages and texts.
Business response
07/03/2024

Date 07/01/2024

Re:
BBB Case#:                  21903847
Claim #:                       0100371121
Policy #:                       UAD 92387005
Insured:                        *****************************
Loss Date:                    05/15/2024
Complainant:                ******* ************;

Whom It May ****************** are in receipt of the above complaint forwarded by your office. Thank you for bringing the complainants concerns to our attention.

At this time we are pending our insureds statement in order to clear coverage and accept liability.

We hope this satisfies your inquiry. If there are any additional questions, please feel free to contact me directly.

Sincerely,

*********************************
PD Supervisor
Ph:**********************

Cc: *****************************
Customer response
07/03/2024

Complaint: 21903847

I am rejecting this response because: it is an excuse. We have provided enough information to process the claim. The police report provided is clear their client ID at fault. Based on the information provided they are obligated to pay the claim since their client clearly caused the damage. There is nothing their client wil state that can change that outcome.

Sincerely,

*****************************
Business response
07/05/2024
Date 07/05/2024

Re:
BBB Case#:                  21903847
Claim #:                       0100371121
Policy #:                       UAD 92387005
Insured:                        *****************************
Loss Date:                    05/15/2024
Complainant:                ***************************;

Whom It May ****************** are in receipt of the complainants rebuttal. To conclude our investigation, it is pertinent that we obtain our insureds cooperation.Our efforts to secure our insureds cooperation are on-going. Once our insured has cooperated in the investigation, we will be in position to conclude our coverage investigation.

If there are any additional questions, please feel free to contact me directly.

Sincerely,

*********************************
PD Supervisor
Ph:**********************

cc: *****************************.
Customer response
07/08/2024

Complaint: 21903847

I am rejecting this response because: its the same lame excuse. The insured statement will not make a diffrence based on information that has already been provided.

Sincerely,

*****************************
Initial Complaint
06/13/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
i have been rear end hit by a cad insured by united auto car insurance on 5/30/2024.i have already filed a claim with them 2 weeks ago and still can not get an approval to fix my car or can not reach my adjuster.
Business response
06/20/2024
June 19, 2024

Better Business Bureau
******************************************************************************************

Re:
BBB Case#:                  21844795
Claim #:                       0100375446
Policy #:                       UAD 608091901
Insured:                        ****************************
Loss Date:                    05/30/2024
Complainant:                Volkan Beser

To Whom It May ****************** are in receipt of the above complaint forwarded by your office. Thank you for bringing the complainants concerns to our attention.

A mitigation letter was sent to the complainant, wherein we have advised them of their legal duty to mitigate their damages. We have an obligation to investigate all claims presented to our office.

As of June 17, 2024, our investigation was concluded, and we issued a payment to the complainant.

We hope this satisfies your inquiry. Should you have any further questions or concerns, please do not hesitate to contact the undersigned.

Sincerely,

*********************************
IAA Property Damage Supervisor
United Auto Insurance Company
***********************

CC:      ****************************
Initial Complaint
06/12/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have been in a accident and the insurance company has been not answering my questions I have left numerous messages as to the person who is trying to fix the car and the other insurance company have been trying to reach ****************************** and her supervisor ms.******** **** and the other people have to and the are just stealing money and not answering how are we in the month of June and yet her mail box states she is gonna be out till march 29 2024 so now there stealing money from customers/consumers like us
Business response
06/14/2024
June 13, 2024

Re:
BBB Case#:                  21839630
Claim #:                       0100375681
Policy #:                       UAO 510580
Insured:                        **********************************
Loss Date:                    06/01/2024
Complainant:                **********************************

To Whom It May ****************** are in receipt of the above complaint forwarded by your office. Thank you for bringing the complainants concerns to our attention.

This loss was reported to our office by the complainant on June 3, 2024, and at that time he advised he advised our office he was working for Uber Eats at the time of the loss. During our investigation of the loss, we were able to confirm the complainant was working for Uber Eats at the time of the accident thus resulting in a coverage denial for the claim. The complainant was advised there would not be coverage under is policy and he would need to file with the carrier for Uber Eats.

We hope this satisfies your inquiry. Should you have any further questions or concerns, please do not hesitate to contact the undersigned.

Sincerely,

***************************
***************************
Senior Manager
Phone# ***********************

Business response
06/14/2024
June 13, 2024

Re:
BBB Case#:                  21839630
Claim #:                       0100375681
Policy #:                       UAO 510580
Insured:                        **********************************
Loss Date:                    06/01/2024
Complainant:                **********************************

To Whom It May ****************** are in receipt of the above complaint forwarded by your office. Thank you for bringing the complainants concerns to our attention.

This loss was reported to our office by the complainant on June 3, 2024, and at that time he advised he advised our office he was working for Uber Eats at the time of the loss. During our investigation of the loss, we were able to confirm the complainant was working for Uber Eats at the time of the accident thus resulting in a coverage denial for the claim. The complainant was advised there would not be coverage under is policy and he would need to file with the carrier for Uber Eats.

We hope this satisfies your inquiry. Should you have any further questions or concerns, please do not hesitate to contact the undersigned.

Sincerely,

***************************
***************************
Senior Manager
Phone# ***********************
Initial Complaint
06/12/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I filed a claim with this company 3 months ago when I was a policyholder. They declared my car totaled and it has been pending ever since. No liability determination, no updates, nothing. The adjuster NEVER answers the phone and I believe this is intentional. NOBODY whos supposed to be handling the claim is EVER available. I leave voicemail after voicemail with no call ever returned. I call customer service and they just transfer you to the same voice mail knowing nobody is going to answer just to get you off the line. *** been told countless times that the adjuster has been sent a message to return my call and it NEVER happened. It seems they are trying to delay the claim as long as possible to find any reason not to cover it. It has been 3 MONTHS since I have been able to get anybody on the phone. I was told it was raised to special investigations and a ************************* is handling it. Made many calls many voice mails to him with ZERO response. I am incurring major costs in transportation due to the mishandling of this claim and I intend to pursue legal action if this is not resolved. It is a constant goose chase with the customer where nobody answers their voicemail, customer service makes you wait on hold for an hour, then transfers you without warning to adjusters voicemail. My claim number is **********.
Business response
06/14/2024

June 14, 2024

Re:
BBB Case#:                  21839613
Claim #:                       0100368944
Policy #:                       UAD 604984400
Insured:                        ********************************
Loss Date:                    03/28/2024
Complainant:                ****************** Samuels

To Whom It May ****************** are in receipt of the above complaint forwarded by your office. Thank you for bringing the complainants concerns to our attention.

The complainant reported this loss to us as his vehicle being damaged while it was parked and unoccupied however upon inspection the damage is inconsistent with occurring while parked. The file was transferred to our Special Investigation Unit who is currently handling the file. Attempts have been made to reach the complainant via telephone by the investigator,however, to date they have been unsuccessful. Our investigator will continue to attempt to reach the complainant to resolve the investigation.

We hope this satisfies your inquiry. Should you have any further questions or concerns, please do not hesitate to contact the undersigned.

Sincerely,

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

***************************
Senior Manager
Ph:**********************

Customer response
06/14/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************************
Initial Complaint
06/11/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
to whom this may concern, my accident was on 4/23/24. I have been in a rental car since then. my vehicle is sitting at the auto body shop awaiting repair. I haven't been successful in getting in touch with my adjuster. I begged and pleaded with the adjuster to just keep me in the loop of things. still no cooperation. I'm very frustrated at this point because I'm never late paying my insurance and the one time I get in an accident I feel neglected I mean don't you purchase insurance to feel secure I've been told they may not pay this they may not do that I'm still waiting for answers and I cannot speak to anyone above the adjuster they just keep transferring me to her and she will not answer I just want my vehicle back so I can get back to my life.
Business response
06/13/2024
June 13, 2024

Re:
BBB Case#:                  21831301
Claim #:                       0100371480
Policy #:                       UAH ********
Insured:                        ******************************
Loss Date:                    04/23/2024
Complainant:                ******************************

To Whom It May ****************** are in receipt of the above complaint forwarded by your office. Thank you for bringing the complainants concerns to our attention.

Please be advised payment was issued to the complainant on May 7, 2024, for the initial estimate on the damages to her vehicle. The complainants shop of choice called in a supplement on May 21, 2024, and sent in additional photos supporting damages to the vehicle. The shop supplied our office with the incorrect supplemental estimate on two different occasions and our appraiser ended up completing a supplemental estimate based on photos on May 28, 2024. A supplemental payment was issued the same day and to date the shop has not been back in contact for any additional damages.

We hope this satisfies your inquiry. Should you have any further questions or concerns, please do not hesitate to contact the undersigned.

Sincerely,

***************************
***************************
Senior Manager
Phone# ***********************

Customer response
06/18/2024

Complaint: 21831301

I am rejecting this response because:

Sincerely,

***************************
Business response
06/20/2024
June 20, 2024

Re:
BBB Case#:                  21831301
Claim #:                       0100371480
Policy #:                       UAH ********
Insured:                        ******************************
Loss Date:                    04/23/2024
Complainant:                ******************************

To Whom It May ****************** are in receipt of the above complaint forwarded by your office. Thank you for bringing the complainants concerns to our attention.

Please be advised that the original payment issued on May 7th,2024, was issued to the complainant and her lien holder. This payment has subsequently been voided at the complainants request and reissued on June 19,2024, to her and her repair shop of choice. The payment for the supplemental repairs in the amount of $2,726.48 was issued on June 10, 2024, and mailed to the repair shop directly, not to the complainant.

As for the complainants concerns regarding a rental vehicle, her policy does not carry any rental coverage.

We hope this satisfies your inquiry. Should you have any further questions or concerns, please do not hesitate to contact the undersigned.

Sincerely,

***************************
***************************
Senior Manager
Phone# ***********************
Initial Complaint
06/07/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My vehicle was stolen from in front of my complex on 3/12/24. I made a report with my local police department as well as my insurance company UNAIC here it is 6/7/24 and my claim is still not resolved. I was told by my adjuster *********************** whom is thee absolute worst to deal with that my claim will take an additional month before it is resolved. Since the theft of my vehicle it has caused me a deal of hardship. Been having to rent vehicles which has been costly. I need someone to please look into this issue
Business response
06/20/2024
January 19, 2024

Re:
BBB Case#:                  21819279
Claim #:                       0100366946
Policy #:                       UAH -397832
Insured:                        ************************
Loss Date:                    03/12/2024
Complainant:                *********************

To Whom It May ****************** are in receipt of the above complaint forwarded by your office. Thank you for bringing the complainants concerns to our attention.

The complainant reported the loss to us on March 12, 2024,advising that his vehicle was stolen. On March 22, 2024, we advised the complainant of all the documents needed to process her theft claim. On May 20, 2024, we received the last set of the documents that were requested. The claim file was reviewed by the adjuster and forwarded to me for approval. I reviewed the claim and instructed the adjuster to refer the claim to our special investigation unit for additional investigation.

Our special investigation unit has reviewed the claim and has set up an examination under oath appointment with the complainant. Once the investigation has been finalized and cleared, we would review the claim and proceed with the complainant comprehensive claim.

We hope this satisfies your inquiry. Should you have any further questions or concerns, please do not hesitate to contact the undersigned.

Sincerely,

***********************
Property Damage Supervisor
**********************
Initial Complaint
06/07/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had insurance with united auto insurance. I purchased the insurance on 5/1/2024 and called to cancel the insurance on 5/6/2024. At that time per the agent on the phone I sent in what was needed. Another agent called and stated I send something else. So I did. I canceled in time to get my refund and they are finding more problems so I won't get a refund. I am entitled to a refund because I did not used the insurance and the dealership sent in a letter saying they can cancel and I don't have the car. They don't want to refund me and I did not used the insurance. The letter was processed and now they say I owe them money and I don't because I canceled before time. I just want my refund back.
Business response
06/20/2024
Please see our response attached above
Initial Complaint
06/06/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
United Automobile Insurance company is committing fraud. They issued me a check for damages to my vehicle by one of their clients. Their estimate was so low it was laughed at by 3 reputable vendors in my area. I returned the check to them but they fail to show this on the claim and they are holding up me going through my personal insurance company. Also the adjuster *********************** threatened me on the phone after non responding to about 7 messages that I left him one per day for a week. This company should be shut down and **** should be fired for his offensive behavior.
Business response
06/12/2024
June 12, 2024

Re:
BBB Case#:                  ********
Claim #:                       0100371511
Policy #:                       UAO 497189
Insured:                        **********************************
Loss Date:                    04/23/2024
Complainant:                **************************

To Whom It May ****************** are in receipt of the above complaint forwarded by your office. Thank you for bringing the complainants matter to our attention.

Originally the complainant was going through our company for the repairs to his vehicle and payment was issued to him based off the preliminary estimate completed. The complainant then decided to file through his carrier, however he had already deposited and cleared the payment issued to him. The complainant has advised both our adjuster and a member of management he sent a payment to our office which has not yet been received to date. On June 7, 2024, the complainant advised he would be stopping the original check with his back and sending a new one via certified mail to our office. As of today, it has not yet been received.

At this time, the complainant has decided to file with his carrier and our office is awaiting the subrogation demand to conclude our claim.

We hope this satisfies your inquiry. Should you have any further questions or concerns, please do not hesitate to contact the undersigned.

Sincerely,

***************************
***************************
Senior Manager
Phone# ***********************

CC: **********************************
Customer response
06/13/2024

Complaint: 21813607

I am rejecting this response because it in no way addresses the issues that I raised in this complaint. These issues include the fact that I sent a check to United Automobile Insurance on May 22 and after more than 2 weeks they claimed they still had not received it. Due to this I was forced to cancel the check at my bank (resulting in a $35 fee) and re-send the check certified mail ($10 fee) on June 7. Only after I sent the check via certified mail was it received by United as they could not "lose" it with the tracking attached.
The other issue that was not even addressed in the company's response was the threats made to me by one of their claims adjusters ***********************. He was assigned to my claim and was the laziest, most incompetent person I have ever had to deal with. I had to leave daily messages asking him if the check was received and he NEVER called me back, not one time. Then after about a week of me checking with him, he THREATENED me over the phone. This type of person should not be in any consumer facing type of job and he needs to be fired. His incompetence cost me money in addition to the more than 3 week delay in getting my car repaired. Any company that would continue to employ a person of this questionable mentality and stability is obviously not concerned about their public perception.

Sincerely,

*****************
Business response
06/13/2024
June 13, 2024

Re:
BBB Case#:                  ********
Claim #:                       0100371511
Policy #:                       UAO 497189
Insured:                        **********************************
Loss Date:                    04/23/2024
Complainant:                **************************

To Whom It May ******************** receipt of the above complaint and after a thorough review of our file, we are unable to substantiate the allegation of any of our staff members not acting in a professional manner.

As for the complainants concerns regarding the payment he mailed to our office that was not received; unfortunately, we would not be responsible for the stop payment fee he incurred by his bank. The complainant deposited the payment issued to him and then chose to go through his own carrier. As well the complainant opted to resend another payment via certified mail on his own accord; our office could have deducted the original payment amount from any settlement amount issued to his carrier.

We hope this satisfies your inquiry. Should you have any further questions or concerns, please do not hesitate to contact the undersigned.

Sincerely,

***************************
***************************
Senior Manager
Phone# ***********************

CC: **********************************
Customer response
06/14/2024

Complaint: 21813607

I am rejecting this response because the company has shown no evidence that they investigated my assertion that *********************** threatened me on the phone while I was trying to get information about my claim. Had they even spoke with him I'm sure he would have lied, but I do not accept their response that "according to their file" they cannot substantiate my claim. *********************** absolutely did threaten me and said he had "all my information" while on the phone and cussed at me. I'm sure they have recordings of their phone calls so why haven't they pulled them. This company is as corrupt as they come and I will accept nothing less than them firing this employee. As for their inability to process simple US mail, they can make all the excuses in the world, but the fact is that they intentionally "lost" my returned check and I am sure that *********************** had something to do with it as the letter was addressed to his attention.

Sincerely,

*****************
Initial Complaint
06/03/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We have full coverage insurance. We were in a accident end of Jan. 2024. They are refusing to pay the $65 a hour which is the minimum wages for a mechanic in my area. I have taken the car to every body shop in the area. The insurance company keeps saying no the price is too high and refuses to call, email, or message me. I have called multiple times to our adjustor Rebeska Stafate, no answer just goes to voicemail, and I don't get an answer back. The company refuses to let me speak to a manager. I live 6 hours from the location of the business, or I would've just gone there. I just wanted my vehicle fixed in the timely manner that was promised by this company from the beginning. I am now at the point of getting a lawyer and lawsuit involved. I am about to loose my vehicle because I have been unable to get to work due to not having a vehicle. My children are not able to get to needed appointments. I really do not understand how a insurance company can charge you for services and the not deliver anything at all. This makes me loose all hope in businesses and humanity to be honest.
Business response
06/12/2024
June 7, 2024

Re:
BBB Case#:                  21795464
Claim #:                       0100362274
Policy #:                       UAH ********
Insured:                        *************************************
Loss Date:                    01/24/24
Complainant:                *****************************

To Whom It May ****************** are in receipt of the above complaint forwarded by your office. Thank you for bringing the complainants concerns to our attention.

We confirm that the initial payment was issued on 03/25/2024. We have reviewed labor rates for your area, and we will be issuing an additional payment accordingly.

In adhering to our duty to indemnify, if/when additional related damage is found during the repair, the shop representatives simply call us (or access our online claims portal) for a supplemental estimate.

We hope this satisfies your inquiry. Should you have any further questions or concerns, please do not hesitate to contact the undersigned.

Sincerely,

*********************************
IAA Property Damage Supervisor
Ph:**********************
Initial Complaint
06/03/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On May 3rd, 2024 I was involved in a car crash. The at fault driver has United Automobile Insurance (UAIG). The same day I made a claim and adjuster ****************************** was assigned, on May 6 *************** called me and recorded my statement of the car crash. *************** told me she has not been able to get a statement from their driver therefore couldnt accept responsibility yet. Which was understandable.. however since May 6 which was our first conversation ************** never returned my call again. Her supervisor Mrs ********* has also not answered her phone or returned my voicemail since I started calling her 2 weeks ago. UAIG costumer service line has also tried to call them and its been unsuccessful. My claim number is **********. I need assistance to get my work car fix. Thank you
Business response
06/12/2024

June 12, 2024

Better Business Bureau
******************************************************************************************

Re:
BBB Case#:                  21794660
Claim #:                       0100372764
Policy #:                       UAH 401404
Insured:                        ************** *************************************
Loss Date:                    05/03/2024
Complainant:                ********************;

To Whom It May ****************** are in receipt of the above complaint forwarded by your office. Thank you for bringing the complainants concerns to our attention.

To conclude our coverage investigation, it was pertinent that we obtain our insureds statement. Since our numerous attempts to communicate with our insured were to no avail, this file was handled under a Reservation of Rights (ROR). Our insured failed to cooperate with the investigation. Based on our insureds failure to adhere to below policy conditions, United Auto has disclaimed coverage for this loss.

Per our insureds policy, PART F - DUTIES AFTER AN ACCIDENT OR LOSS:
A person seeking any coverage or benefits must:
3. As a condition precedent to receiving any benefits under this policy, any person or organization making a claim or seeking payment must submit to an Examination Under Oath by any person named by us as often as we may reasonably require at a place designated by us.
Failure to comply with the above-mentioned duties may result in denial of coverage to any injured person and/or any person or organization making a claim or seeking payment under this Policy.
Guided by the policy language above, coverage has not been afforded in this loss.

We hope this satisfies your inquiry. Should you have any further questions or concerns, please do not hesitate to contact the undersigned.

Sincerely,

*********************************
IAA Property Damage Supervisor

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