ComplaintsforFCCI Insurance Group

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 13, 2024 my husband was hit by a company vehicle and he admitted fault and the police held him liable for the accident. As a result, the claim was filed and my husband was given a loaner car and his car was sent to the body shop for an estimate. While his truck was an older vehicle a 2008 it was in perfect condition. The estimate for the repairs came out to more than the vehicle was worth and we were given no other options by the adjuster. We have to come out of pocket $3000 to get the vehicle repaired despite the fact that we took it as a salvage in ******** you have to repair the vehicle so we are left with a $3000 bill for an accident. My husband did not cause , I reached out to the company to see if there was any ground to help us out with that repair but I got a call from a very current agent who told me we followed the law too bad so sad. I told her I understand the law was followed the legal part but if youre OK with that and just taking away my husbands vehicle that we cannot afford to repair that goes against everything I have read that this company stands for , I was promised to call back yesterday or today and I did not receive it nor did I receive any contact information from the agent that called me. This is both disheartening and shocking. All we wanted was the vehicle repaired despite the fact my husband was injured and didnt put any claims in for that because thats the kind of people we are.

  Business response

  06/05/2024

  
  We are writing in response to the BBB complaint filed against FCCI Insurance under reference number ********.
  
  Our policyholder, Kelsey ************ LLC, was involved in an auto accident with ******************************* on March 13, 2024.  
  
  ************************* vehicle, 2008 Dodge Ram, was declared a total loss from this accident.  The initial cost of repairs was $6,406.22.   In ********, a vehicle is declared a total loss when the damage exceeds 75% of the value.  In this case, the damages are at 132% of the value ($4,860.00).   The owner has the option to retain their vehicle but must obtain a salvage title.
  
  This information was communicated and explained to **************** prior to his decision.  On April 30, 2024, **************** decided to retain the 2008 ***** and applied for a salvage title.   On May 15, 2024, we paid for **************** the Owner Retain Settlement ($3,947.14).  
  
  The owner is now asking FCCI to pay for the repair amount which was not an option as the vehicle is a total loss by Kentucky statutes. 
  

  Customer response

  06/05/2024

   
  Complaint: 21782084
  
  I am rejecting this response because:
  While I understand the legal aspect of this, which is what I have conveyed all along, it is morally wrong to take someones vehicle and not make them whole again. This company has been both unprofessional non-Communicative And has not returned one of our phone calls. Its pretty sad that we live in an era that the response from an insurance company too Bad so sad we took your vehicle Because we followed the law. The least they couldve done was to come up with a little better offer on the salvage that we now have to deal with for an accident that wasnt my husbands fault this says a lot about the insurance company and ****** construction! 
  Sincerely,
  
  *************************

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Claim: C00330702 On 12/20, 2022, a company insured by FCCI lost equipment from their truck and the equipment hit and damaged my car. The owner of the company admitted fault and verified that the piece of equipment that fell of the truck and hit my car was missing from the truck when it returned. My car was appraised by someone that FCCI sent, and the appraisal wasn't for the complete damage that was done to my car. FCCI said that they would supplement additional damage expenses that were found by the body shop. I took my car to the shop for repairs on March 13, 2023. It is April 18, 2023, and repairs on my car have been completed for almost two weeks, but FCCI will not return the phone calls to the body shop to finalize the paperwork and release my car back to me. The body shop has called multiple times without a response. I have also emailed the adjuster, *******************************, and she hasn't responded to my emails. I've called the company but was put on hold for so long that I had to hang up and return to work. I was not transferred to someone in a supervisory position, as requested. I want my car back. The rental I have been driving since March 13 doesn't have the capabilities of my car, and things have been put on hold for over a month.

  Business response

  04/21/2023

  April 21, 2023
  Better Business Bureau
  Attn: *********************************
  
  Complaint Case #:                  ********
  Complainant:                           *******************
  Loss date:                               12/20/2022
  Our Insureds Name:               Southwest ***** ************* Inc.
  ***** Number:                        C00330702-01
  Company Name:                     Monroe Guaranty Insurance Co., Dba FCCI Insurance Group
  
  Dear, *********************************.

  Please accept this as our response to the BBB Complaint# ******** filed by Mrs. ******************* We are certainly disappointment to hear our claim handling experience has not met their expectations.
  There are a few items I did want to provide further clarification on, for the sake of transparency. While the date of loss was 12/20/2022, the reason the vehicle did not go into the repair shop until 3/13/2023 was because the repair shop *************** chose did not have availability until then and her vehicle was drivable. Once her 2016 ****** 4Runner went in for repairs, we immediately placed her in a 2021 Cadillac XT5 luxury SUV rental through Enterprise. I am not sure what specific capabilities were missing from the rental. FCCI made a good faith attempt to place her in a comparable vehicle.

  The initial appraisal/estimate completed for her vehicle, or any appraisal/estimate done for any vehicle, will almost never be for the full amount of damages. The reason being is this is an initial visual inspection only. The majority of the time there will be additional damages found once the vehicle goes in for repairs and it is torn down. A supplement is then to be submitted by the repair shop and reviewed then paid by FCCI as applicable. We did make sure to explain the supplement process to *************** when initial payment was sent out. The instructions included that a copy of our appraisal must be provided to the shop. On page 1 of that appraisal, was the information for where all supplements needed to be sent for review.

  It appears that the repair shop, Crash Champions, completed the repairs for *************** vehicle on 3/24/2023. However,they had a supplement for repairs. Crash Champions submitted a supplement directly to FCCI in error on 4/4/2023. The receiving teammate then forwarded this supplement to the correct party, which was the third-party appraising company whom had completed the initial evaluation. This is where the delays occurred.Our appraising vendor did not complete the review of the supplement until 4/18/2023. Payment was then issued to the shop and *************** vehicle released.
  
  Per the above information provided,you can see that the delay occurred during the supplement process and lasted a total of 10 business days. It began when the shop sent their supplement to the wrong inbox. During this 10 day time period, *************** was still authorized to drive her rental vehicle and was not without transportation. The concern regarding a delay in resolution of this claim is not a typical FCCI claim handling practice. We are taking appropriate actions, which include discussing the file with the handling adjuster mentioned, to ensure these do not occur again.  
  
  If I can be of further assistance, please feel free to contact me at ***********************.

  
  Sincerely,

  ******************************************, AINS,A.S.                                    
  Manager, ***** Services Team

• Initial Complaint

  10/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 5, 2022 My Son's vehicle was hit by an insured person/client (******************************** ***** of FCCI Insurance Group. The claim was filed with them a few days later, given time for the police report to be generated. I called the agent in question (*********************************************************************/*****************************) to find out an adjuster's name and a file #, he stated that he would call me back that day that was on Oct 6/7, 2022. I waited until 10/10/22 Only to find out that he was no longer with company. I was given the number to FCCI and the adjuster there ***********************, (10/13)from there. I was sent off to an outsource team for claims handling to *********************************** (QB Claims) and then another call for an appraiser to come out to look at the car by now it is Oct 24, ****. I call to find out what they plan to do about the repairs on the vehicle, ******** states that she will be sending out a check for $1,180.?? for damages done to a car hit by a truck no less. She further states that this is how claims are handled. She said that we could choose the shop of our choice for the repairs. But there in lies the problem. I have called numerous shops and none of then want to take this claim. and I can't get anyone on the phone to fine out what I need to do.FCCI Insurance Group ************ or ************ *********************** ************ Claim# C00326460-01 *********************************** ************ Claim# ***** Agent ********************************************************************* ************

  Business response

  11/07/2022

  November 7, 2022
  
  
  Better Business Bureau
  2655 ************************
  **********, ** 33759
  
  Response uploaded via: https://respond.bbb.org/respond/
  
  
  Case Number:                          18328928
  Complainant:                           ********************************************
  Loss date:                                 10/5/2022
  Our Insureds Name:                ********************************
  Claim Number:                        C00326460_01
  Company Name:                      FCCI Insurance Company
  
  
  To whom it may concern:
  
  This letter is in response to the complaint filed by ********************************************. FCCI Insurance Company insures ******************************** *** under Commercial Auto policy #: CA10007586903 with effective dates of 03/01/22 03/01/23.  
  
  The above referenced claim was reported to FCCI Insurance Company on 10/06/2022 via email at 5:00 p.m. FCCI entered the claim into our system on 10/7/2022.  After completing our investigation and accepting liability, we sent an appraiser out to inspect her son, *******************, 2021 ********** Jetta. The initial appraisal estimated $1,180.30 in repairs. Payment was issued to the vehicle owner, ************************* on 10/27/2022.  ********* called the handling adjuster to advise that she was unable to find a repair shop that would take her sons vehicle.
  
  ********* would like FCCI to find a repair shop and does not agree with the payment amount the appraiser came up with. We have explained the supplement process multiple times and we do expect a supplement to come in after the vehicle has been torn down and the repair process has begun.  Before we can honor a supplement, the owner must identify a repair shop of his choice that we can negotiate the repairs with. Once a supplement is written, FCCI will review and issue any supplement owed to the body shop.  To date we have not been provided this information.
  
  FCCI has sent a list of body shops within a 20-mile radius to assist in helping her son, the claimant vehicle owner, select a shop that will take his vehicle and start repairs.  FCCI has also given the option of them getting an estimate and photos from the body shop of their choice and submitting to us for review.
  
  FCCI has made every attempt to resolve this claim as outlined above. If I can be of further assistance, please feel free to contact me at ***********************.
  
  Sincerely,
  
  ***********************
  Supervisor, ************** Team
  FCCI Insurance Group
  6300 ******************
  ********,** 34240
  

  Customer response

  11/09/2022

   
  Complaint: 18328928
  
  I am rejecting this response because: 11/09/2022

  We (myself or *****) had not received a check from FCCI as stated that has been sent. The list of collision shops that was sent I have made two appointments that are pending the outcome of their finding after the review of the vehicle.

  The other part of this is. Why would FCCI be sending out a check to us as if we are the ones to be paying for the damages done to our vehicle, all checks should be made payable to the shops where the vehicle is going to be repaired. What is this check for?  We ( *****/*********) are not accepting any responsibility for these damages done to our vehicle.  

  I have attached a copy of the appraisal so that you can see for yourself the amount of damages done to my Son's vehicle, and they want to issue him a check for "The initial appraisal estimated $1,180.30 in repairs."  You let me know what you see. 
  
  Sincerely,
  
  ********************************************

  Business response

  11/17/2022

  November 17, 2022
  
  
  Better Business Bureau
  2655 ************************
  **********, ** 33759
  
  
  Case Number:                          18328928
  Complainant:                           ********************************************
  Loss date:                                 10/5/2022
  Our Insureds Name:                ********************************
  Claim Number:                        C00326460_01
  Company Name:                      FCCI Insurance Company
  
  
  
  To whom it may concern:
  
  This letter is in response to the secondary complaint filed by ********************************************.
  
  As stated previously, payment was issued to the registered owner,******************* based on the initial appraised damages of $1,180.30.  Payment was issued on 10/27/22 and mailed to ************************************* 30214.  We are required to pay the vehicle owner. If the owner prefers we pay the shop directly, we can place a stop pay on the check and the owner can sign a Direction to Pay for their chosen repair facility.
  
  ********* continues to express disagreement with our payment amount, but fails to provide an estimate from their chosen repair facility. As previously outlined, FCCI expects a supplement and will review/issue additional payment once received/supported.
  
  To date we have not received communication from the claimant on the location of the chosen repair facility.
  
  FCCI has made every attempt to resolve this claim as outlined above. If I can be of further assistance, please feel free to contact me at ***********************.
  
  Sincerely,
  
  ***********************
  Supervisor, ************** Team
  FCCI Insurance Group
  6300 ******************
  ********,** 34240 

  Customer response

  11/19/2022

   
  Complaint: 18328928
  
  I am rejecting this response because:
  I find that the way FCCI handle claims by putting the responsibility on the one who has been inconvenient by their client to do the ground for themselves.

   I have never worked with a company who doesnt take care of their responsibility as this one has. I am accustomed to an insurance company that is above board having their own selection of collisions centers to work on their behave. This tells me that they already know that they are not who they say they are. 
  I am moving forward with having FCCI investigated for unfair claims handling by the insurance commissioners. 
  I am tired of dealing with this unfair treatment by FCCI sorry way of doing business. I will also include the qualifications of the appraisal sent out to review the vehicle in my complaint.
  Sincerely,
  
  ********************************************

• Initial Complaint

  05/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our vehicle was damaged due to the negligence of H&J Asphalt, Inc. They did not post signs warning of the construction work being done and our vehicle was damaged as a result. We notified the county, who referred us to FCCI Insurance. FCCI was provided with all the information requested. We provided an estimate and pictures and they abruptly denied the claim by stating that the damage to my car was caused by corrosion. They never inspected my vehicle. They never even asked to. They blamed my vehicle for the damage and when I contacted them to ask how they determined this, the story changed and they stated that the damaged was caused by " the road sinking from erosion which is why the road was under repair. The insured holds no liability for this while construction and repair was underway." Now, it is the fault of the damaged road. They never inspected the vehicle. I twice asked for the appeals process and received no response. We had to have the vehicle repaired and when we spoke to our mechanic, he stated that he indeed spoke to the FCCI over the phone and explained that the damage had been caused by the bottom of the vehicle hitting the dip in the road. He never said anything about corrosion because it does not exist. We had to pay out of pocket to fix the car, and should be reimbursed since it was not our fault. They need to take responsibility. I am providing the email chain between myself and FCCI, pictures, documents, etc. Thank you.

  Business response

  05/24/2022

  Business Response /* (1000, 6, 2022/05/06) */ The photos also support a well-marked and active repaving project at the time Mr. *** drove through it. It is noted that Mr. *** was making a left turn in an intersection, which would require to be completed at a slower speed. The SUV vehicle that was involved in this claimed incident is a high profile vehicle and bottoming out the vehicles suspension to the degree that the vehicles under carriage would have struck the pavement would not be possible while driving at the speed the owner described to our adjuster. In addition, the electrical part (Anti-Lock Brake Module) that failed on the vehicle is a common failure part for this make and model (2008 Nissan Xtera) and is located in the engine compartment next to the vehicles brake booster, again not near the pavement level to strike the roadway. The common failure of this sealed self-contained electrical part is an inner failure created by moisture such as humidity and rain splash. It should also be noted that this vehicle can still be driven even after this failure, and the only change in the vehicles operation would during a hard braking event that would prevent the anti-lock option from activating. Due to the cost of this repair, it is not uncommon for a vehicle owner to continue to drive a vehicle after this part fails as the brakes still operate. Consumer Response /* (3000, 8, 2022/05/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not agree with the response from FCCI Insurance. As I stated to the adjuster, the vehicle was driven around 6:30-6:45 am and it was dark. There were no signs to alert us of the dip in the road. It was NOT a small dip. The "well-marked active pavement project" area could not be seen from the main road, where the left turn was made and only came into view after the turn. They would know this had they even bothered to investigate. The dip was the first thing that the car hit when making the turn and the warning lights immediately came on in my car. There is no "common failure part for this make and model (2008 Nissan Xtera)" as to the anti-lock brake system. This is completely made up. (As an aside, the vehicle is an Xterra, not Xtera). More evidence that they have not bothered with this at all. The explanation looks like something that was copied and pasted of a random website. Ultimately, it doesn't matter where the part is in the vehicle. The fact of the matter is the lights came on immediately after hitting the manhole cover protruding from the pavement. There was no humidity or rain splash. I find it rich that FCCI could claim knowledge of this being the cause without inspecting the car. FCCI states "DUE TO THE COST OF THIS REPAIR, it is not uncommon for a vehicle owner to continue to drive a vehicle after this part fails as the brakes still operate". That is insulting. In their view, because of the costs, it is ok for me to drive a vehicle that may or may not work properly. So, if the ABS malfunctions, and I need to stop suddenly, it is okay that the wheels may lock up and cause an accident. Yes, I agree it is costly. I know that because of the negligence of their insured, H & J Asphalt Inc., I had to pay out of pocket to fix it. FCCI did not even pretend. FCCI did not inspect the vehicle. FCCI did not inspect the site. How can they determine the cause of damage without inspecting the car? Is it not the role of an insurance adjuster to inspect the damage to determine the extent of the loss? What am I missing? It appears the business model of FCCI is to not inspect damage, not inspect locations, send emails when they feel like it and then deny claims without doing any work. I will continue to pursue this. This is a matter of taking responsibility. Thank you, ********* *** Business Response /* (4000, 10, 2022/05/18) */ We have reviewed Ms. ***'s rebuttal the only recommendation or suggestion we will add is for the owner to Google "ABS problems Xterra and Frontier". This will support many Nissan owners have been subjected to failed ABS modules for this exact model under normal operating conditions. In 2010 the part was actually on a National back order due to the number of failures being reported.

• Initial Complaint

  04/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 30 March 2022 at approximately 7:30am I was driving to the gym on I-495 going north near exit 214 in Maryland. I was in the third outer lane when a Mr. ************* who was in the fourth outer lane and driving a pickup truck pulling a large trailer side swiped me with his trailer while moving into my lane. This resulted in the trailer pulling off my front bumper. There was no damage to Mr. ******'s truck or the company trailer he was pulling. Both drivers pulled over to the far right late to avoid impeding heavy morning traffic. The Maryland state police was called and (Trooper *********) issued a Motor Vehicle Collision Information Exchange Form but did not issue a police report supposedly because there were no physical damage. I contacted FCCI who insures the company work trailer Mr. ****** was pulling to report a claim. I spoke to Mr. Pedro F.on or about 4 April who was the company adjuster. During that conversation Mr. F. indicated Mr. ****** stated the accident was my fault as I was pulling into his lane. Mr. F. based his decision that there was no fault based on Mr. ****** statement, there were no witnesses and the State Trooper did not file a police report. I explained to Mr. F. that I was not changing lanes and my bumper was pulled off by the trailer and if I hit his vehicle my bumper would be pushed in not pulled off of the frame. I asked to speak to Mr. F. supervisor (Ms, Veronica *******) who agreed to send a claims adjuster to inspect my vehicle. The claims adjuster arrived on 11 April to inspect my vehicle and issued an estimate for the repairs on 8 April. On 12 Apr I received an email from Mr. F. indicating they will not honor my claim based on the dispute as to what happened by the insured and there were no witnesses or police report. This information conflicted with the claims adjuster who was dispatched by FCCI and reviewed the vehicle damage. I have not been able to reach Ms. ******* about the conflict.

  Business response

  05/11/2022

  Business Response /* (1000, 5, 2022/04/21) */ Contact Name and Title: Veronica R. Manager Contact Phone: ******************** Contact Email: ********@fcci-group.com Please accept this as our response to the BBB Complaint#********* filed by ************. Mr. **** has requested that FCCI Insurance Company honor the appraisal completed by the Independent Appraiser we hired to perform the inspection of Mr. ****** 2004 Nissan Xterra. An investigation was completed on the auto accident that consisted of statements from our insured driver, Mr. ****, point of impact and police report. Based on the investigation completed both drivers stated that each party came into the other's lane of travel causing the collision. Mr. **** specifically states that there is no way the damages would not have occurred if he were merging into our insured's lane of travel. Our insured driver states that Mr. **** likely did not notice he was hauling a trailer and made impact when trying to change lanes. The accident could have gone either way however, there are no independent witnesses to concur either statement. Furthermore, the Independent Appraiser that went out to inspect Mr. ****** vehicle is only hired to inspect the vehicle and not make any liability decisions on our behalf of FCCI Insurance as he has no access to our investigation. I did speak to Mr. **** and informed him that I had four other adjusters and another manager review the investigation and all agreed on a denial of the claim based on the above. I communicated this to Mr. **** and advised that he does have the option to file with his own auto insurance carrier however; he does not carry full coverage insurance and only liability insurance. Unfortunately, this claim will remain denied. If you have, any further questions or concerns please contact me at ************************, Monday-Friday 8am - 4:30pm, CST. Veronica R. Manager, Claim Service Team FCCI Insurance Group Consumer Response /* (3000, 7, 2022/04/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The decision regarding this matter should not be based simply on a word of mouth by people several hundred miles away who did not inspect the vehicle. The purpose of dispatching people to physically inspect the damage and the potential cause should out weigh one person's statement. Had the state police produced a report it would have been based on the inspection performed by the assessor and yielded the same results. It is obvious that this staff is simply trying to avoid payment on claims unless there is irrefutable versus scientific evidence as to who was at fault. The statement made by the other driver that I was trying to enter the far lane is inconsistent with the comment that he was changing lane and exited at the exit shortly after the accident. Their response to this claim appears to be consistent with the other BBB complaints that focus on denial of accountability. It does not make sense to approve the dispatch of a professional licensed assessor if you are going to totally discard their assessment and recommendations. While the assessor may not make the final decision the final decision should be based on a technical versus subjective evaluation. I intend to use their assessor's report to support my small claims filing regarding this claim. Business Response /* (4000, 9, 2022/04/29) */ Please accept this as our response to the rebuttal filed by the consumer ************, regarding Complaint#*********. As indicated in our previous response a complete investigation was performed on this auto accident. The investigation consisted of both driver statements who were a part of the accident, point of impact and the police report. The Independent Appraiser was not part of the auto accident and does not have access to statements provided by both parties. Therefore, he cannot assess liability based on your word only or on our behalf. Unfortunately, you do not carry full coverage auto insurance on your vehicle and if you did your insurance carrier would assess the accident based on the same. We have no control of the State Police not producing a report and it is unknown if the officer would agree of the accident details based on your word only. The officer would determine fault based on both statements provided, point of impact, witness statements (if any) and damages to both vehicles. All evidence submitted for review was taken into consideration when completing the investigation. This claim will still remain denied. If you have, any further questions or concerns please contact me at ************************, Monday-Friday 8am - 4:30pm, CST. Veronica R. Manager, Claim Service Team FCCI Insurance Group

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