ComplaintsforUnited Automobile Insurance Company
Auto Insurance
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Complaint Details
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Initial Complaint
06/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 5/18, a car crashed into my father's property, taking down several fences. The motorist who crashed into his property carries UAI. It has been over 30 days, and we have yet to receive a notice or update on this claim. We have provided images, estimates for repair, and everything their adjuster requested. So far, after several attempted phone calls, messages, and hours of waiting on hold to be hung up on, we have yet to receive any news regarding this claim. Several messages have been left on the adjuster, *************************, voicemail, and we have yet to receive a response from her, her supervisor, or anyone from the insurance group.Business response
07/08/2024
July 8, 2024
Re:
BBB Case#: 21900811
Claim #: 0100374357
Policy #: UAD 605977003
Insured: ********************************
Loss Date: 05/18/2024
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.
Due to persisting issues with coverage, our investigation is open and ongoing. Once our coverage investigation is complete, we will be in position to conclude the above claim.
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: ********************************Initial Complaint
06/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
United Automobile Insurance Company is the worst business I've had the disgraceful karma to deal with. My car was crashed by one of their insured clients in May 22. The driver was in his phone and didn't notice the YELLOW THEN TURNED RED LIGHT and therefore didn't stop and hit the whole right side of my car, hence blowing off the rear view mirror. Since then, it's been 34 days that I haven't been able to use my car or drive my daughter to work. I have a family I am a father, I have sent every type of document they requested the moment the claim was created and still no response from anyone not even the adjuster. It is unfair that as a father and US citizen that drives as an exemplary person, gets this type of treatment and negligence from a supposedly "real" company. It's shameful that United Automobile Insurance Company still exists. Honestly, not even in third world countries this happens. My information is:CLAIMANT: ***************************** INSURED: ************************* CLAIM #: ********** POLICY #: UAO ********* ACCIDENT DATE: 05/22/2024Business response
07/02/2024
July 2, 2024
Re:
BBB Case#: 21900724
Claim #: 0100374911
Policy #: UAO 470894
Insured: *************************
Loss Date: 5/22/2024
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 initially there was a discrepancy in the damages caused by our insureds vehicle to the complainants car. The damages have since been confirmed and the estimate has been written and approved. At this time payment has been issued for the initial estimate to the complainant for the repairs to the vehicle.
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: *************************Initial Complaint
06/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Was rear ended by someone who has this insurance on 5/17/24, had witness info who was never contacted. Insurance company called to get my statement and filed the claim on the wrong date of 5/16/24 instead of 05/17/24. Claim number **********. United auto customer service is impossible to go through. Once I was finally assigned an adjuster it took her over a month to reach out to me, when I expressed my dissatisfaction with the way the insurance adjuster was speaking to me and the unprofessionalism the company has been displaying the adjuster stated I was not going to disrespect her and hung up on me, I called back 2 days later and she answered I told her who I was asked to resolve the claim and she hung up on me again, and has refused to speak to me or return any calls, my insurance carrier even reached out on my behalf and they will not return the call. I was offered around $500 after texting a picture of damage and never having an adjuster inspect my car or a shop estimate the repair. The insurance company is refusing to move forward with this claim after admitting fault on behalf of their insured. Also reported pain from initial accident and was never contacted by the injury adjuster after they called asking for pictures. This company is not acting in good faith and seems to be infringing on whats legal.Business response
07/01/2024
June 26, 2024
Re:
BBB Case#: 21882227
Claim #: 0800244775
Policy #: TXY ********
Insured: ****************************
Loss Date: 05/16/2024
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.
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 May 22, 2024, and our adjusters spoke with the complainant on the same day. Our office spoke with the complainant again 2 days later 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. A payment has been issued to the complainant in the amount of the initial estimate for the repairs to his vehicle. The complainant has been explained the repair process as well as the rental reimbursement process.
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
***********************Initial Complaint
06/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This insurance company and the adjuster and her manager working on my case after their insured hit my car several months ago has never contacted me once at all. Ive been reaching out to them so many times. It took forever just for their estimator to get out there and, lowball my cars damages, he said nobody ever calls him back and there are his own employees. The check is ready and needs to be released by my adjuster who never picks up the phone and never calls me back along with your manager needs to approve it but they just dont pick up the phone. They dont answer the portal message. They never call back. Its outrageous.Business response
07/01/2024
June 27, 2024
Better Business Bureau
******************************************************************************************
Re:
BBB Case#: 21868496
Claim #: 0100367550
Policy #: UAD *********
Insured: **********************************
Loss Date: 03/14/2024
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
United Auto Insurance Company
***********************
CC: **********************************Customer response
07/02/2024
Complaint: 21868496
I am rejecting this response because:you guys owe me a check for just over $1200 to cover the damages for my car that your insured hit. The police report states that he admitted fault ,the video evidence of my dash camera clearly shows he hit me as I was at a complete stop. this is absolutely absurd and unethical. worst insurance company I dont know how you guys are still allowed to even do business with all the complaints and negative feedback you get
Sincerely,
***********************************Business response
07/12/2024
July 12, 2024
Better Business Bureau
******************************************************************************************
Re:
BBB Case#: 21868496
Claim #: 0100367550
Policy #: UAD *********
Insured: **********************************
Loss Date: 03/14/2024
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.
As stated on our original response dated June 27, 2024, 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
United Auto Insurance Company
***********************
CC: **********************************Customer response
07/15/2024
Complaint: 21868496
I am rejecting this response because:your insured has tried to reach out to you. *** been having conversations with him and he said hes unable to reach you and nobody calls him back. You all have a bad reputation for not getting things done and terrible communication. Look at how many bad reviews you have. How are you even allowed to continue to do business and operate?
its unethical the way you continue to do business.
***********************************Business response
07/19/2024
July 19, 2024
Better Business Bureau
******************************************************************************************
Re:
BBB Case#: 21868496
Claim #: 0100367550
Policy #: UAD *********
Insured: **********************************
Loss Date: 03/14/2024
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.
June 27, 2024
We have reviewed our phone logs and claim notes, please be advised we have no record of our insured calling us.
As per our original response, 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
United Auto Insurance Company
***********************
CC: **********************************Customer response
07/19/2024
Complaint: 21868496
I am rejecting this response
Sincerely,
***********************************Initial Complaint
06/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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: ****************************Customer response
07/04/2024
hello... i have received the initial check but it does not cover thefull damage cost. my body shop has requested for a supplement almost 2 weeks ago but they have not heard anything from United Auto Insurance...Initial Complaint
06/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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 usBusiness 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
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
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
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 issueBusiness 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
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
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Customer Complaints Summary
366 total complaints in the last 3 years.
100 complaints closed in the last 12 months.