ComplaintsforUnited Automobile Insurance Company

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Initial Complaint
09/24/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was rear-ended by one of their insured on June 27, 2024. Their insured never reported and unfortunately the police had me leave the scene and told me I can get all the information from the police. 1 week later I create a claim and we get things moving. Hiccups came to play when the at fault hit me in ******* and this is a Florida policy but we worked through it. I proceeded to follow everything they told me but it is now September 24 and I am still waiting for property damage to do their part. Heres the problem.1. They waiting 1.5 months to send me the release/ total loss information but told me it was a total loss 2 weeks after taking it to the collision center.2. Tried to make me pay for a storage fee when the tow company was waiting for them to release funds for pick up 3. Got that resolved and I was in a rental , mind you I had to pay out of pocket for the rental and they reimburse me.4. Per my adjuster I can be in the car until the we agree on an amount for the total loss however as stated before they wait 1.5 months to send it.5. I finally turn in the rental after 62 days and they state we can only pay you for 32 days but you said until we agree which would be 50 days. 6. Ive been trying to get in contact with both the adjuster and the supervisor and no one has called back 7. Spoke with my lender and they stated they are waiting for united auto but when my adjuster finally responded she lied and said they were waiting for my lender 8. Fast forward to today September 24 I have yet to hear anything back from united auto and my lender has been trying to reach out to them and no response. I have also never heard anything back about the rental after I asked that both the supervisor and the adjuster give me a ******* trying my hardest to be patient but this is not fair at all. Im still havent to pay a car note for a car I havent driven since June and cant even get someone to call back. Spending money out of pocket and theyre just slow poking around.
Business response
09/30/2024
September 30, 2024

Re:
BBB Case#:                 22329320
Claim #:                       0100379015
Policy #:                       UCD 697512
Insured:                       **** *. ******* *****
Loss Date:                    06/27/2024
Complainant:               ******* Hunter

To Whom It May Concern:

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

Please note the claimant ******* ****** was provided status of the pending Letter of Guarantee from the lien holder.

Currently, we await the Letter of Guarantee from the lien holder and the fully executed Loss of Use Release to conclude this investigation.

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

Sincerely,

******* *****
Compliance Specialist
United Automobile Insurance Company
******************************

Customer response
09/30/2024

Complaint: 22329320

I am rejecting this response because I have talk to the lien holder today and they stated they have been trying to get in contact with the company for total loss evaluation and one other thing that they never received. My attorney and myself have also been trying to be in touch and no one has responded. Both myself and the lien holder have sent email, text, and left voicemails.

Sincerely,

******* ******
Customer response
10/01/2024
Good afternoon,
After talking to my lien holder again today they gave me a list of things they have requested from untied auto before they can send the letter of guarantee. Those items are : Market evaluation, Settlement breakdown, Declaration page, Police report, and Cost of loss. Representative stated that those things were requested via email due to not being able to get in contact with the company.
I also want to mention that you all have not said anything about the rental cost and no one has still reached out with an explanation as to why they are only covering 32 days when I was in the car for 62 due to the carelessness of the company.
Thank You,
******* ******

Business response
10/02/2024
October 2, 2024

Re:
BBB Case#:                 22329320
Claim #:                       0100379015
Policy #:                       UCD 697512
Insured:                       **** *. ******* *****
Loss Date:                    06/27/2024
Complainant:               ******* Hunter

To Whom It May Concern:

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

Please note at this time the documents were sent to the Lienholder via email and confirmation of receipt was acknowledged. We were advised the Letter of Guarantee will be sent to us after a review and approval of the documents. Please note receipt of the Letter of Guarantee may take 2-3 business days.

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

Sincerely,

******* *****
Compliance Specialist
United Automobile Insurance Company
******************************

Customer response
10/02/2024

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
09/20/2024
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 motorcycle was hit(while parked) by a client of UAIC on July 16, 2024. Since then, My motorcycle has been determined a total loss, but I have heard zero back from the company regarding my claim **********. I have been without transportation or any sort of resolution since the incident. The only response I ever get is "we are working on it"
Business response
09/24/2024
September 23, 2024

Re:
BBB Case#:                  22313461
Claim #:                       0100383597-001
Policy #:                       UAD 607041900
Insured:                        ****** ***** *******
Loss Date:                    07-16-2024
Complainant:                ****** ******

To Whom It May Concern:

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

The claimant was contacted on this date and provided with a settlement offer. The claim is currently pending the signed total loss documents, and the payment will be requested upon receipt of them.

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

Sincerely,

***** *******
Total Loss Claims Supervisor
Phone# ********************
Initial Complaint
09/11/2024
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.
I was involved in a car accident were I was T-boned, the person at fault has United automobile insurance. The accident was in June 20th 2024, and they simply don't care, they have an operator answering the phone that knows nothing about and can only transfer you, the adjuster or the manager have never answered the phone, voicemal, messages through the website, nothing at all works with this company, almost 3 month and I am helpless. Please help me with this situation.
Business response
09/20/2024

September 20, 2024

Re:
BBB Case#:                  22271269
Claim #:                       0100378241
Policy #:                       UAO 484186
Insured:                        Arnalis ****** ******
Loss Date:                    06/20/2024
Complainant:                ****** **** ****

To Whom It May Concern:

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

We have been in contact with the complainant to discuss the matters referenced in the above complaint. We have reached an amicable resolution. Upon our receipt of the fully executed Property Damage-Liability release, the settlement draft will be issued.

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

Sincerely,

******* ******
Compliance Manager
United Automobile Insurance Company
******************************

cc:          Arnalis ****** ******
Initial Complaint
08/28/2024
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 trying to get in contact with my insurance adjuster Rubensca ******* for an entire month on a claim for a car accident that occurred on August 1st 2024. And I have yet to hear from her at all. This is poor business on behalf of this company. I have tried to contact their supervisor as well. And havent received a response at all.
Business response
09/04/2024
September 4, 2024

Re:
BBB Case#:                  22208832
Claim #:                       0100382336
Policy #:                       UAO 486911
Insured:                        ******* J ******* *****
Loss Date:                    08/01/2024
Complainant:                ******* Marrero

To Whom It May Concern:

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

This file is currently being handled under a reservation of rights (ROR).

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
08/26/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On June 11, 2023, I was rear-ended by one of the United Automobile Insurance drivers while stopped at a red light. The driver was clearly at fault, and my vehicle was totaled as a result. Despite this, it has now been over two months, and I have yet to receive any payment for my vehicle. This delay has caused significant financial strain, as I had to borrow money to purchase a replacement car just to continue working.My attempts to resolve the matter with their claims department have been fruitless. The adjuster assigned to my case, *************************, has been either rude, unhelpful, or completely unreachable. I have repeatedly called her to check on the status of my claim, but when she does respond, I am given vague, unsatisfactory updates. The last time I heard from her, two weeks ago, I was informed that the liability decision was still pending approval. Since then, I have received no further communication.Additionally, I have attempted to escalate my concerns by contacting her supervisor, *********************************. My calls to her go straight to voicemail, and I have yet to receive a return call.I am extremely frustrated by the lack of progress and the unprofessionalism displayed by this company. The adjusted in the case told me that my claim would be resolved within 60 days, yet that deadline has long passed with no resolution in sight. I believe I have been more than patient, but this situation is causing me unnecessary stress and financial difficulty.I am requesting immediate action from the company to resolve my claim and issue payment for my totaled vehicle so that I can repay those who assisted me.
Business response
09/04/2024
September 3, 2024

Re:       BBB Case#:                  22197637
Claim #:                       0100376920
Policy #:                       UAO 44615601
Insured:                        ************************************
Loss Date:                    06/11/2024
Complainant:                *****************************

To Whom it May Concern:

We are in receipt of the above complaint forwarded by your office. Thank you for bringing this matter to our attention.

As of September 3, 2024, the total loss offer was presented to the complainant. We have the signed property damage release, and payment was issued.
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
******************************

Cc: ************************************
Customer response
09/17/2024

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
08/22/2024
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 paid this business about ****** for a car insurance policy and I have been trying to get a refund back on this policy, I have been calling about 3-5 hours and I kept getting sent back and forth to different numbers
Business response
09/03/2024
Please see the attached BBB response

Customer response
09/18/2024

Complaint: 22182386

I am rejecting this response because:
I have made numerous calls on August 22nd of 2024 to get this sorted but there was no help from either the Agency or UNITED. You guys sent me back and forth for SIX hours of my time to tell me youre still using my money to pay the fraud insurance that Ive been trying to cancel the same

Sincerely,

**** *****
Business response
09/27/2024
Please see our response attached to the above
Initial Complaint
08/20/2024
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 was in a car accident with an insured party on June 1, 2024. It is now August 20, *************************************************************** supervisor after leaving several voicemails. I have submitted the photos and statement they have requested when I first opened the claim, and was told to wait for my adjuster to call me. I have spent HOURS calling and leaving voicemails, requesting to speak with someone, and being sent to voicemails when I specifically ask not to. The cost of repairs are estimated to be roughly $5,000 and this company has consistently avoided my calls and dealing with the problem at hand. This is a brand new vehicle that their insured party damaged after 4 weeks of my owning the vehicle. This company has an obligation to cover damages caused by their insured vehicle and are avoiding any correspondence to avoid paying for damages.
Business response
08/27/2024
August 27, 2024

Re:
BBB Case#:                 22170458
Claim #:                       0800245114
Policy #:                       TXY ********
Insured:                       Dymonica *****
Loss Date:                    06/01/2024
Complainant:               ***************************

To Whom It May Concern:

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

Upon 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.

This loss was reported to our office by the complainant on June 6th, 2024, and our adjusters spoke with the complainant on June 10th,2024. Our office spoke with the complainant several times thereafter and explained the claims process and advised coverage and liability were pending as we needed to speak with our policy holder. Since then, the coverage issue has been resolved and liability has been determined.

At this time payment has been issued to the complainant in the amount of the initial estimate for the repairs to her vehicle.

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

Sincerely,

***************************
PD Supervisor
***********************
Initial Complaint
08/15/2024
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 was tboned in accident when an operator who has united auto insurance ran a red light and hit my car. I used my insurance to fix my car because I was getting no where with unite auto insurance. Im currently in suborgation with united auto to get my deductible back its been a stressful time its now been 3 months since paying deductible and cant get ahold of united auto insurance to get status on suborgation. This is not right I was not at fault and am being punished basically with stress of this this not how a company should run. This company should not be able to do business as Im sure Im not the only complaint.
Business response
08/16/2024
8/16/2024

Re:
BBB Case#:                 22150225
Claim #:                       0100370956
Policy #:                       UAO 483593
Insured:                       Privelus *********
Loss Date:                    04/15/2024
Complainant:               ************************;

To Whom It May Concern:

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

The complainant opted to pursue indemnification through his carrier. Currently, we have submitted a property damage release to his carrier State Farm for settlement. Upon receipt of the executed release, payment will be issued. State Farm is responsible for reimbursing the deductible to the complainant once the claim has been settled.

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

CC: Privelus *********
Customer response
08/22/2024

Complaint: 22150225

I am rejecting this response because:
I went through my insurance because your insurance was dragging feet. I still feel like Im being punished when I wasnt the at fault party. I will accept response when I have received my deductible back. The only time Ive heard from your insurance is when I put in this complaint.

Sincerely,

*************************
Business response
08/22/2024
8/22/2024

Re:
BBB Case#:                 22150225
Claim #:                       0100370956
Policy #:                       UAO 483593
Insured:                       Privelus *********
Loss Date:                    04/15/2024
Complainant:               ************************;

To Whom It May Concern:

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

Currently, we have submitted a property damage release to his carrier State Farm for settlement. Upon receipt of the executed release,payment will be issued to State Farm. State Farm is responsible for reimbursing the deductible to the complainant once the claim has been settled.

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

CC: Privelus *********
Customer response
08/22/2024

Complaint: 22150225

I am rejecting this response because:
I called State Farm and they have stated that united auto insurance has been completely unresponsive and has not sent an offer this is not the way a company should run was not at fault and again feel like Im being punished. Please kindly pay the claim so we can get on with our lives.
Sincerely,

*************************
Business response
08/23/2024
8/22/2024

Re:
BBB Case#:                 22150225
Claim #:                       0100370956
Policy #:                       UAO 483593
Insured:                       Privelus *********
Loss Date:                    04/15/2024
Complainant:               ************************;

To Whom It May Concern:

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

The release for settlement was sent to State Farm electronically via Docusign on 8/16/2024 to: ****************************** A copy was also placed in the mail to State Farm on the same day; it was mailed to: ********************************. The copy sent via regular mail may still be in transit but should arrive shortly. We are unable to issue payment until the executed release is received from State Farm.

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

CC: Privelus *********
Customer response
09/01/2024

Complaint: 22150225

I am rejecting this response because:
State Farm says they still havent received an offer. This is your clients fault this needs to be handled.
Sincerely,

*************************
Business response
09/04/2024

9/3/2024

Re:
BBB Case#:                  22150225
Claim #:                       0100370956
Policy #:                       UAO 483593
Insured:                        Privelus *********
Loss Date:                    04/15/2024
Complainant:                ************************;

To Whom It May Concern:

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

The release was previously sent to State Farm via Docusign and a copy was placed in the mail. We have sent another copy via Docusign and mail today. Upon receipt of the executed release, payment will be issued.

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

CC: Privelus *********
Customer response
09/10/2024

Complaint: 22150225

I am rejecting this response because:

please kindly pay what you owe as this has been dragged on long enough your Client hit me and is liable .
Sincerely,

*************************
Initial Complaint
08/13/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My car was stolen in February I made a claim and did everything they ask and still no decision. *********************** is the claim adjuster is very rude she hangs up very aggressive. The company never responds to anything the company is United Automobile Insurance
Business response
08/19/2024

August 19, 2024

Re:       BBB Case#:                  22138456
Claim #:                       0800242908
Policy #:                       TXY ********
Insured:                        ************************
Loss Date:                    02/21/2024
Complainant:                ************************

To Whom it May Concern:

We are in receipt of the above complaint forwarded by your office. Thank you for bringing this matter to our attention.

Due to the evidence gathered in our investigation, the file was assigned to our Special Investigation Unit (***) for further investigation. Once the *** investigation has been concluded, we will review the claim and make our coverage decision.
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
******************************
Customer response
08/30/2024

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,

*********************
Customer response
08/30/2024
The company has reached out to me and have a made decision. They told me to wait another week for everything to process
Initial Complaint
08/12/2024
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 was involved in a car accident in the early evening of May 31, 2024 with a person insured by United Automobile Insurance Company. That person was immediately found at fault on the scene and handed two different citations by the ***************************** one for driving without a Florida license and another for failing to yield on a left turn, the primary cause of the accident.I filed a claim with United Automobile Insurance Company since I was not at fault for the accident and my car was severely damaged. It has been over two months since my accident and I have yet to arrive at a resolution for my claim. My destroyed vehicle has been sitting in my parking spot at my residence since then. This company and its adjusters/employees simply refuse to pick up the phone, no matter how many times I attempt to call and how many voicemails I leave.After FINALLY arriving to the inspections phase of the claims process in mid-July, a couple more weeks had to pass before the company finally called back to tell me that my vehicle had been declared a total loss, and that a total loss specialist has been assigned to determine the value of the vehicle, finalize coverage and process the claims. Well, it is now August 12 and the value of my vehicle still has yet to be determined. Also, in the midst of all this, my assigned adjuster for my claim was suddenly switched to a different lady who I have yet to speak with because her phone number goes straight to voicemail every time I try to call. Do they have my number blocked? Surely that's illegal, right?This is all just an absolute joke, and completely unfair and shocking treatment of a person who was not at fault for an accident where I could have lost my life if the speed limit was any higher. All thanks to the carelessness of their insured client who didn't even have a LICENSE, I have been without a vehicle for over 2 months and unable to get around, work, and do normal daily tasks.How is this company still in business????
Business response
08/15/2024

August 15, 2024

Re:
BBB Case#:                 22132100
Claim #:                       0100377675
Policy #:                       UAO 475693
Insured:                       *****************************
Loss Date:                    5/31/2024
Complainant:               *************************

To Whom It May Concern:

We are in receipt of the above complaint forwarded by your office. Thank you for bringing this matter to our attention.

The complainant first contacted our office regarding this loss on June 18, 2024. We were able to obtain our insureds statement on August 13, 2024. After reviewing all evidence for this loss, including statements from both parties and the police report, liability was accepted for this loss.

The complainants vehicle was inspected and deemed a total loss. The total loss process is currently ongoing.

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
Phone# ***********************

CC: *****************************

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