ComplaintsforUnited Automobile Insurance Company

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Initial Complaint
03/22/2022
Complaint Type:
Customer Service 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.
Details of the claim: ********** my accident occurred on December 25, 2025, and on February 11, 2022 my vehicle was declared a total loss, and landscape more than 3 months and they have not been able to give me an offer for my vehicle, I called daily since then and adjuster ******* ********* and her supervisor ****** have not answered any calls or voice messages, their delay in my case is making me lose too much money since I have to rent a car to transport myself, I do not know what the delay if the first time they evaluated my vehicle they told me that they had it valued at 49k, it scares me and I worry that they take too long and that they are not fair with my offer since this company has too many bad reviews of not very fair treatment. I hope you can answer me as soon as possible
Business response
04/04/2022

April 4, 2022

Re:
BBB Case#:                  16926560
Claim #:                       **********
Policy #:                  TXS 11672213
Insured:                   **** ********* ********
            Loss Date:               12/25/2021
            Complainant:           ******** *********

To Whom It May Concern:

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

Our records confirm that we have presented the complainant the settlement offer, we have received the fully executed total loss settlement documents, and simply await the letter of guarantee and copy of title from the lien holder to the complainant's car. Once those documents are received, 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 Supervisor
United Automobile Insurance Company
800-551-2110 x.32610
Initial Complaint
03/15/2022
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 an accident on December 7, 2021 with a driver who has United Insurance. To begin their customer service impossible to get in contact with and then the adjuster they had on my claim who is *********************** , didnt reach out to me ONCE about my claim but I had to spend almost every day calling trying to get updates and then they delayed the fixing of my car for two whole months. Then when it came time for the last supplement to be paid out ? They first approved it and then when the body shop received the check they took back almost half of what they initially approved so I had to pay OUT OF POCKET to get my vehicle released for what United Insurance initially agreed to pay. I sent my receipt for the rental that I had to pay for because they only do reimbursements, back in February. I still have not heard back from anyone regarding this refund either which is well over $1100. The customer service reps are super care free and will transfer your call over to anyone else the moment they feel inconvenienced. This is one of the most unprofessional companies Ive ever done business with.
Business response
03/29/2022

March 29, 2022

Re:
BBB Case#:                  16895355
Claim #:                       0100282229
Policy #:                  UAD 932865
Insured:                   *********************************
            Loss Date:               12/07/2021
            Complainant:           ****** Rivas

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 are unable to substantiate the unfounded allegations in the above complaint. Our initial estimate was written on December 15, 2021. As is industry standard procedure, the vehicle owner selects the repair shop. The representatives at the shop conduct the repair off of the insurance companys estimate. If additional related damage is found during the repair, the shop representatives simply call us (or access our online claims portal) for a supplemental estimate

On January 13, 2022, our appraiser received a supplemental estimate request from a representative at the shop chosen by the complainant. On January 16, 2022, the supplemental estimate. On January 26, 2022, a second supplement was requested. Our appraiser completed the supplement on January 31, 2022. It is our duty to indemnify. We remain adamant that our completed estimate most certainly adheres to that duty.

As for loss of use, the complainant is aware that we simply await the paid rental invoice. Once the document is received, we will be more than willing to reimburse loss of use for the reasonable amount of time taken to actually repair the complainant's car.

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

Sincerely,

***************************
Compliance Supervisor
United Automobile Insurance Company
********************

cc: *********************************

Customer response
04/04/2022

Complaint: 16895355

I am rejecting this response because: they paid only half of the second supplement and never gave a reason as to why which ended up me having to pay the remainder balance to be able to retrieve my car. And then when I finally got in contact with the adjuster assigned to me after almost 3 months she was extremely rude and just kept talking over me as if what I had to say didnt matter and said I wasnt her problem cause I wasnt her client. She also stated that United had been sending me emails which I have ZERO record of cause I only received one letter in the mail from them about my accident. It is now April 4th and I have yet to hear back from United regarding my rental reimbursement or just any type of communication from the company

Sincerely,

***********************
Business response
04/13/2022

April 13, 2022

Re:
BBB Case#:                  16895355
Claim #:                       0100282229
Policy #:                  UAD 932865
Insured:                   *********************************
            Loss Date:               12/07/2021
            Complainant:           ****** Rivas

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 remain adamant that our completed estimate adheres to our duty to indemnify. The total repair cost to restore the car to pre-loss condition is $3,520.33. If there is no additional related damage, and the complainant is out of pocket, the complainant can ask the representative at her chosen repair shop why they opted to go rogue, not adhere to industry standard procedure, by not working off our estimate which was written to restore the car to pre-loss condition and adhere to our duty to indemnify.

Should you have any further questions or concerns, please do not hesitate to contact the undersigned

Sincerely,

***************************
Compliance Supervisor
United Automobile Insurance Company
********************

cc: *********************************
Customer response
04/21/2022

Complaint: 16895355

I am rejecting this response because:
The company I chose did not go rogue, United and the appraiser were trying to get cheaper parts for my vehicle instead of the parts that I were on my car prior to the crash. And once again I still have yet to receive any communications regarding the refund for the rental that the appraiser said she was going to process and get back to me on. Ive spoken to her once since my accident and have yet to hear back about anything else.
Sincerely,

***********************
Business response
04/26/2022
April 26, 2022

Re:
BBB Case#:                  16895355
Claim #:                       0100282229
Policy #:                  UAD 932865
Insured:                   *********************************
            Loss Date:               12/07/2021
            Complainant:           ****** Rivas

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 remain adamant that our written estimate absolutely adheres to our duty to indemnify. As for loss of use, the document presented by the complainant, to the BBB, was submitted to us in February of 2022. We have informed the complainant we are in need of an invoice showing date rented end date return. Please note this is an industry standard procedure. Once the appropriate document is obtained we will be in position to review and then present the complainant with the loss of use settlement for the reasonable amount of time taken to actually repair the complainant's car.

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

Sincerely,

***************************
Compliance Supervisor
United Automobile Insurance Company
********************

cc: *********************************
Customer response
04/26/2022

Complaint: 16895355

I am rejecting this response because:
The receipts that the company is stating that theyre waiting for were actually sent out March 15th for a second because the first time they were sent out in February when the vehicle was returned. And the second time it was sent was when I finally had gotten into contact for the first time with the adjuster who told me that nothing was ever received which I dont understand cause I had been writing to this number and never got a response until the day *********************** finally got on the line to actually speak to me. So if there is a more direct form of contact that way I can get the receipts to the proper people to finally get this resolved.
Sincerely,

***********************
Business response
05/06/2022

May 6, 2022

Re:
BBB Case#:                  16895355
Claim #:                       0100282229
Policy #:                  UAD 932865
Insured:                   *********************************
            Loss Date:               12/07/2021
            Complainant:           ****** Rivas

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 have reviewed the rental documents and agree with 25 days for Loss of Use. Our adjuster is presenting the complainant with the Property Damage-Loss of use release. Upon our receipt of the fully executed release, the loss of use 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 Supervisor
United Automobile Insurance Company
********************

cc: *********************************
Initial Complaint
03/10/2022
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 rear ended by the insured under this insurance company. Driver admitted fault and provided his insurance information. I got the run around from this company from the start. Accident took place in December 2021 it’s now March 2022 and still no payment. I drive a Mercedes Benz repair cost to fix my vehicle is over 2 thousand dollars. UAIC sent me a $300 check which they since have cancelled. I was notified by my bank that the check was returned. Sadly I cannot get an adjuster or supervisor on the line and have since had to hire an attorney for help. This is by far the worst insurance company ever. I got a call from a appraiser who asked if my vehicle was at the shop two months after taking it in for a supplement estimate! This is honestly the most shady company ever !!
Business response
03/24/2022

March 24, 2022

Re:
BBB Case#:                  16882113
Claim #:                       0800217047
Policy #:                  TXY 30722545
Insured:                   ****** *******
            Loss Date:               12/12/2021
            Complainant:           ******* ****

To Whom It May Concern:

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

Our initial estimate was written to repair all visible damage that occurred in the above loss. The initial property damage draft was issued in the name of the complainant and the lien holder, in accordance with Texas law. Ms. **** attempted to deposit the draft without it being properly endorsed. A copy of the payment is enclosed. we have since reissued payment, and simply await both the complainant and the lien holder signature on the back of the draft.

As is industry standard procedure, the vehicle owner selects the repair shop. The representatives at the shop conduct the repair off of the insurance company’s estimate. If additional related damage is found during the repair, the shop representatives simply call us (or access our online claims portal) for a supplemental estimate.

To date, we have been called for a supplemental estimate, however the complainant's car is not yet at the shop for repair. Once the car is in for repair, and additional related damage is found, we will work with the shop to write the supplemental estimate,in accordance with our duty to indemnify.

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

Sincerely,

******* ******
Compliance Supervisor
United Automobile Insurance Company
800-551-2110 x.32610
Initial Complaint
03/10/2022
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 12/31/2021 I was in a car accident with a client of UAIG that was their fault. The driver of the vehicle was high on marijuana, did not have a drivers license nor insurance in the car. He was traveling the opposite direction of me on a single lane road, going at a high rate of speed on the curve and the load he was hauling flew off his trailer and hit the front of my car, causing damage and did not stop. I called the police and he driver showed up after the police arrived. The driver of the vehicle was sent to jail for the night and the owner of the vehicle was called to get proper insurance details. I filed the claim to get the process started and did not it took forever for the adjuster to start the process. I did not hear from the first adjuster at all after multiple phone calls and voicemails. I proceeded to use their online portal and that seemed to be the only way this woman ****** *******) would respond, the hardly at that. I get an estimate on my car from them based on photos of my car and i sent them a counter estimate from the body shop i personally trust and use. I learned that the body shop, I use, refuses to work with UAIG or Old American County Mutual because they do not pay their claims. I was told if i wanted to use them to fix my car that I would have to personally pay for it. So, I sent the estimate and details to UIAG to proceed. Weeks later I get notification that they are "still processing the claim" and i see a new Adjuster ******** *****) is assigned to my case and i was never given any notification on that. He calls me days later and tries to tell me that my claim is denied because this was a business related accident and the insured doesnt have business coverage. That is completely false. I do not care if the insured doesnt have business coverage. He used his PERSONAL vehicle to haul something & let someone drive it who ISNT on their insurance, without a license and was on drugs and this accident happened. He is personally responsible.
Business response
03/23/2022

March 23, 2022

Re:
BBB Case#:      16746418
Claim No.:        **********
            Policy No.:       TXY 872999
            Insured:            ****** ******* ******
            Loss Date:        December 31, 2021
            Claimant:         ******* ********

To Whom It May Concern:

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

This loss occurred while our insured’s vehicle was towing wood for his work. On personal auto policy number TXY 872999, ****** ******* ****** opted for the OACM.NoBusiness.020 – NO BUSINESS USE ENDORSEMENT. The endorsement is listed below. based on the applicable policy language found below, we are unable to provide property damage liability coverage in this loss. We have sent coverage determination letters to Ms. ********

OACM.NoBusiness.020 – NO BUSINESS USE ENDORSEMENT

The parties agree to the following amendments to the policy:

Exclusion A.7 of part A – Liability Coverage of this policy is deleted and replaced by the following:

PART A – LIABILITY COVERAGE

EXCLUSIONS

A.        We do not provide liability Coverage for any person:
            7.         Maintaining or using any vehicle for any business purpose. A business purpose                                    includes but is not limited to:
                        a)         transporting persons, equipment or tools of the trade to or from a job site;                              or,
                        b)         using any vehicle while employed or otherwise engaged in any business                                                or occupation, including but not limited to the following occupations or                                               services:
                                    1)         construction, or
                                    2)         courier or delivery services, or
                                    3)         landscaping, or
                                    4)         painting, or
                                    5)         carpentry, or
                                    6)         masonry, or
                                    7)         food services, or
                                    8)         janitorial services, or
                                    9)         any other trade-type service.

            Exclusion A.7.a) does not apply to a share-the-expense car pool.

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

Sincerely,

******* ******
Compliance Supervisor
United Automobile Insurance Company
800-551-2110 x.32610

cc: ****** ******* ******
Initial Complaint
03/10/2022
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.
SOME ONE CRASH MY CAR ON 02/13/2022 AND THE COMPANY DONT PAY FOR MY CAR REPAIR YET . I DONT HAVE CAR FOR GO TO WORK AND A I HAVE 3 KIDS
Business response
03/23/2022

March 23, 2022

Re:
BBB Case#:                  16858160
Claim #:                       0100289456
Policy #:                  UAD 933401
Insured:                   ****** ***** *******
            Loss Date:               02/13/2022
            Complainant:           ***** ****

To Whom It May Concern:

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

We have informed the complainant that our insured opted to carry a Property Damage-Liability limit of $10,000.00 per occurrence. Since there were multiple claimants that sustained property damage in this loss, we have an apparent Property Damage-Liability limit excess issue. Due to the above, we need to confirm each claimant’s amount of Property Damage in order to present each claimant with his/her pro-rata share.

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

Sincerely,

******* ******
Compliance Supervisor
United Automobile Insurance Company
800-551-2110 x.32610

cc: ***** ****
Initial Complaint
03/07/2022
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 January 27, 2022 my car was stolen. Police found the perpetrators and were led onto a high speed chase and those 2 men in my car lost control and totaled my car according to the police. My automobile insurance is through UAIG (United Automobile Insurance Company. I have not one time heard from the adjuster or any other employee, even after leaving several messages with my assigned adjuster, Helen Adrosa, 305-940-7299 ext:32327. I have been paying for a rental for a month and can no longer afford one. I need help with getting my insurance company to communicate with me and finishing up my claim which has taken an unacceptable amount of time. I am disabled, this is affecting my condition with the stress they have caused me to endure. I want to be contacted by my adjuster. ***** ***** Policy Number 510504 Claim Number 0100287424 DOB: 11/05/1983 Phone Number: 386-288-0232 email: *****[email protected] SSN: *********** Thank you, ***** *****
Business response
03/21/2022

March 21, 2022

Re:
BBB Case#:                  16851821
Claim #:                       0100287424
Policy #:                  UAN 510504
Insured:                   J**** *****
            Loss Date:               01/27/2022
            Complainant:           J**** *****

To Whom It May Concern:

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

Due to an issue with coverage, this file was initially handled in our coverage investigation department. The coverage investigation has since concluded. In order to conclude the claim, we are in need of the fully executed theft affidavit from Ms. Raska. Once the theft affidavit is received, and the documents are reviewed, we will be in position to conclude the claim.

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

Sincerely,

******y *****i
Compliance Supervisor
United Automobile Insurance Company
800-551-2110 x.32610
Initial Complaint
03/04/2022
Complaint Type:
Billing 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.
This is the worse experience that I have ever had with an insurance company. Their drive hit me from behind on February 5th, 2/5/2022. I have been back and forth with this company ever since. The back of my car is jammed where I cant even use the back passenger doors. My car is my transportation at work 5 days a week. I call the insurance company and mine to get he process of getting my car fixed. The company took 2 weeks to even accept my statement and my claim the claim # 0100288527. I have been doing the leg work of the process of contacting the company all the time to have an adjuster look at my car. Finally on March 2nd 3/2/2022, they advised that I have an appointment. I was to drop the car off to get it repaired and still no word on the rental. I have been calling and speaking with ****** ****** about this and no response. The insurance claims they were waiting for their insurer statement. Now they are saying they ware waiting to liability for the rental. This is frustrating. why suggest the appoint to drop the car off and no rental set up, no communication and still no statement from the driver. The lady hit me and still have not been helped in any way. Now I am out of car and no contact or help with this insurance. Progressive has advised they received a statement from the drive but not even her insurance has heard from her. I have been calling for 2 days straight about a rental because I cannot work without a car. Vera Valdez was no help because she advised she cant force her customer for a statement and that's why things aren't moving forward. This is the worse and I want a rental car and my car fixed. I need help and speak with someone who can assist.
Business response
03/17/2022
March 17, 2022

Re:
BBB Case#:                  16843314
Claim #:                       0100288527
Policy #:                  UAH 24383002
Insured:                   ****** *****
            Loss Date:               02/05/2022
            Complainant:           Kahmoi Barnes

To Whom It May Concern:

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

Our adjuster has informed the complainant of claim status on several occasions. In order to conclude our investigation, it is pertinent that we obtain the cooperation of our insured. To this day, our insured has not opted to cooperate. Due to the above our investigation is ongoing.

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

Sincerely,

******* ******
Compliance Supervisor
United Automobile Insurance Company
800-***-**** x.*****
Initial Complaint
03/03/2022
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 Sept 24th, 2021, me and two of my boys (5 years old and 7 years old) were involved in a car accident. Initially, I thought the process would be smooth sailing and taken care of in a timely manner. My kids and I attended therapy due to our injuries, and received slim to no feedback from the adjusters. They are very hard to get in touch with. they require you to log in to a portal and request a call back or message to even try to get a response from them. It is now March 2, 2022 and my claim has still yet to be settled/paid. The hospitals and the therapy center have been calling me non stop, requesting payment-informing me it will reported on my credit soon due to non payment. My bodily adjuster, ********* *********, is very curt, does not respond to phone calls, will not call when requested and does not take the time to listen to my concerns/questions. I sent in the necessary documents and details of which she had asked for, obtained by the hospital and treatment facility my kids and I attended- by the deadline she gave me. She took 30 days to review the documents and proceeded to ask for the same documents, the hospital gave me. I have called and left several voicemails for her manager Johnathan Briscan and have not received one phone call back. My collision adjuster ***** ******** was initially very helpful and informative. However, after me awaiting a response on the approval of the car repairs needing to be done- I found out he had closed my claim, without ,my knowledge or approval- Claiming I had stated that I would use the other party's insurance. The other party involved did not have valid insurance at the time, so I filed under my uninsured motorist. He then had to reopen the claim and said he would mail me the check to get my car fixed, but I have not received it. This company is so unprofessional, and I do not recommend ever getting insurance with them or filing a claim. I still need help. My claim number is: **********/ Policy number: TXY 852086.
Business response
03/11/2022

March 11, 2022

Re:
BBB Case#:                  16828614
Claim #:                       **********
Policy #:                  TXY 852086
Insured:                   ****** *******
            Loss Date:               09/24/2021
            Complainant:           ****** *******

To Whom It May Concern:

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

On March 4, 2022, our injury adjuster confirmed to the complainant, that we received sufficient treatment records and medical bills in order to conduct proper injury evaluations. Once the evaluations are complete, we will be in position to conclude the injury claims.

As for the vehicle repair, this was initially established as a Collision claim. Our initial estimate was less than the complainant's Collision deductible. This claim now qualifies for uninsured motorist-property damage coverage. On March 3, 2022, uninsured motorist-property damage draft was issued 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,

******* ******
Compliance Supervisor
United Automobile Insurance Company
800-551-2110 x.32610

Customer response
03/22/2022

Complaint: 16828614

I am rejecting this response because:
I still have to turn in more information for my kids on the bodily injury claim. Which I have requested but is taking more time to receive from the hospital. The settlement offer I was given was way less than my hospital bills and chiropractor bills and did not include compensation for me and my kids injuries. Regardless of the money and bills I’m still going to have neck issues and sporadic neck pain and headaches for life because of this accident.  I didn’t go to the neurologist as told because this has been stressful and slim to no information. I was informed that after review of the medical bills, the hospital over charged and the  bills were reduced to what was reasonable and customary.  Also that the chiropractor over charged and it should’ve been only $150 a day. Which I was I was informed prior getting services. Within all that I would have to talk the hospital and providers to get my bills reduced. Because they don’t speak or negotiate etc with the hospital or providers.  Within that information I spoke with the chiropractor and I was told I would have to pay the remaining balance from my pocket from what the insurance didn’t cover which is absolutely absurd! This process has been soo frustrating with this company and I honestly don’t see the purpose of paying for insurance coverage if I’d have to go through all of this runaround. My coverage for bodily injury is $30,000 per person and $60, 000 per accident. So I’m not understanding why I would have to talk/negotiate with the hospital and chiropractor to lessen the bills.  Especially if it’s less than $30,000 already. I honestly feel used and mislead by the coverage they state you have. I truly understand the process and information needed etc but this is soo frustrating. I just need the medical bills paid for. I  would not like for them to be on my credit.
Sincerely,

****** *******
Business response
04/01/2022
April 1, 2022

BBB of Greater Houston and South Texas
1333 West Loop South, Suite 1200
Houston, TX 77027

REF:    BBB Case #:     16828614
Claim No.:        **************-***
            Policy No.:       *** ******
            Insured:            ****** B. *******
            Loss Date:        September 24, 2021
            Claimants:        ****** B. *******, ******** *******, ******* *******

Dear Sir or Ma’am:

We are in receipt of the above complaint forwarded by your office. Thank you for bringing the complainant’s concerns to our attention. Unfortunately, it does not appear that the insured, Ms. *******, understood the adjuster’s explanation of the claim process. However, Ms. ********* reached out to Mr. ******* and was able to speak with her. She re-explained the claim process and negotiated further with Ms. ******* on her own claim. The minors, ******** and *******, are apparently either still treating at this time or their billing and records have not been made available.

As is the practice with all insurance carriers, settlements of this type are one-time payments, full and final. For this reason, we are unable to properly evaluate the claim until we have all medical billing and treatment records. Once treatment has concluded and we have these materials we are able to make an initial offer to the claimant. It is common that medical providers overcharge in these circumstances, just as a patient’s health insurance is billed a higher amount than is ultimately paid. Our relationship is with the claimant, not the providers. We are not able to negotiate with the providers on the claimant’s behalf. It is the claimant’s responsibility, just as any patient who is not using health insurance, to contact the provider and negotiate for themselves. Our offers to the claimant are based on reasonable and customary charges for the patient’s treatment. Once the claimant reaches an agreed upon settlement amount with our adjuster, the claimant will receive a settlement release. Once the properly executed release is received by our office the adjuster will be able to issue a payment to the claimant.

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

Sincerely,

******* ******
Litigation Supervisor
***-***-**** x*****
Initial Complaint
02/24/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was involved in an accident in September 2021. At that time I was insured by United Auto Insurance Company. I sustained injuries and had to pay medical bills. I am seeking the reimbursement that is due based on the coverage In the policy Here we are now in February 2022. And I haven’t gotten any response from the adjuster assigned to my case her name is ***** ****** Ext ***** she does not answer her phone. I’ve called continuously and have never spoken to her. How is this legal? To not respond to a customer who is simply wanting a resolution. All I want is an update about the payment of my medical bills. I am getting no help. That’s why I left this company they are horrible and don’t want to take of their share of anything.
Business response
03/17/2022
see attached
Customer response
03/17/2022

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
02/16/2022
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.
The company is the insurance company for an individual that hit my son's vehicle (his vehicle was at a stop light and my son is a minor). We filed a police report and were given a case/claim number ********** but they have yet to pay or take responsibility for the damages and injuries. Their driver was listed at fault on the police report, I called 32 times leaving messages with various people and supposed adjusters even though they give me a different adjuster name each time i call. This happened on 11-13-22 and has not been resolved, they avoid calls and no one is able to handle the case and the website they direct you to does not work, I believe them to be a fraudulent company. The policy number for the person insured by them is UAD086854301, they need to pay for the damages to my son's truck as well as his medical and lost wages.
Business response
02/26/2022

February 26, 2022

Re:
BBB Case#:                  ********
Claim #:                       **********
Policy #:                       *** ********
Insured:                        **** ******
Loss Date:                    11/13/2021
Complainant:                Christopher John Benson

To Whom It May Concern:

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

Due to an issue with coverage, this file was handled under a Reservation of Rights. Our coverage investigation concluded on February 16, 2022. On February 21, 2022, the property damage settlement draft was issued in the amount of $745.36.

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

Sincerely,

Anthony Orsini
Compliance Supervisor
United Automobile Insurance Company
800-551-2110 x.32610

cc: **** ******

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