ComplaintsforAuto Club Insurance Company of Florida

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Claim opened under our homeowner's policy just because I asked the question if we have animal liability. *************** knew we didn't have animal liability on our policy but instead of her telling us, she opened a claim just to deny it and then she goes on vacation and leaves the complaint open. There should never have been a complaint opened and I would like it permanently removed. We never had a dog claim.

  Business response

  07/19/2024

  Tell us why here...************** reported the claim matter to Auto Club Insurance Company of Florida on 1/22/2024.  The claim was assigned to a licensed claim adjuster on 1/23/2024 and an investigation was initiated.  In our investigation, it was determined that coverage did not apply for the reported loss. A coverage denial was sent to the policy holders on 2/13/2024.
  
  Our office received the BBB complaint on 7/11/2024.  We have been in contact with ************** and provided her the contact information to dispute her CLUE report.  Our Regional Claim Manager spoke with ************** on July 12, and we understand ************** will be contacting CLUE directly on the matter which is the proper venue for this dispute resolution.  We believe we have addressed the matter effectively at this point and trust the matter will be properly handled following ************** contacting CLUE.

  Customer response

  07/22/2024

   
  Complaint: 21968554
  
  I am rejecting this response because:  The letter provided that was signed by ***************** was the same letter that I received before that did me no good.  The issue is that a claim was opened and should not have been.  *********************** has asked me to submit my dispute to **** (***********) and he was assist me in getting this claim removed.  I have submitted my dispute to CLUE and I am awaiting their response.  I am hoping if I need any assistance, *********************** will assist me with this process.  I should be hearing from CLUE any day now.
  
  Sincerely,
  
  *********************

  Business response

  07/25/2024

  We have been contacted by ***** Nexus regarding the disputed findings on the **** report for *********************.  We have responded with approval to suppress the claim record related to this incident.  The disputed information should be removed from ******************* **** report as soon as it processes through their system.  We believe this *************** will be satisfied with this outcome. 

  Customer response

  07/25/2024

   
  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

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I found out this started October2023 when AAA said they did not receive pymt from my mortgage *** Per my mortgage statement it was paid. AAA said they sent me statements every month, I only received December and then 1 in April of 2024 with a cancellation notice for non pymt of homeowners insurance in the same week. Called mortgage *** and they said they paid it on October 5,2023. ******* from Mortgage *** did a 3 way call with AAA on 5/7/24 we spoke with *********. ********* had to read notes from my ac**unt, said they never received check she would look into. On 5/8/24 latressia called and said when we added a car to policy something happened and they forced the car to add to their system which cancelled the policy. what I see is they have no idea what they are doing.. I had sot sign something that says I would not put in a claim against the policy from October 2023 - May 2024. they actually did not have any exact date for the through date. which is not right! And said if I did not sign it they would not reinstate my policy that was there policy. I also had to email them a **py of my registration for the car I added so that they **uld see the transfer of plates on that email I asked to have my policy effective immediately. I have done everything they have asked and until today 5/14/24 have heard nothing. I am calling again today to see if my policy is in effect. also now my mortgage *** sent me a letter saying please provide hazard insurance information for my home. Also they have given me 2 different amounts for my home policy ac**rding to the bill I received I owe $2,633.32 and My mortgage ** paid $3,198.96. I need a resolve to this immediately because I still don't know if I have any insurance and Hurricane season is **ming!!!!

  Business response

  05/30/2024

  
  
  Good Day BBB. 

  We thank our policyholder for sharing this experience with Auto Club Insurance Company of Florida and apologize for the inconvenience described.  Our records indicate policy has been reinstated.  Member spoke with an agent on 5/15/24 and 5/16/24 that was able to resolve her issue.    At this time, all payments have been applied to the policy Agent has reached out to the member for additional documentation on 5/21/24 regarding the 05 Envoy.   We are asking the member to respond to the agent to avoid any other issues.  

  Thank you and best regards,

  AAA-The ********* Group

  
  

  Customer response

  06/09/2024

   
  Complaint: 21710178
  
  I am rejecting this response because:
  They are refusing to give me credit for when I sold a vehicle in November thru May the license plate was transferred to a new vehicle purchased I sent them the new registration and said they needed more so I sent the bill of sale with the tag transferred on it they are still not accepting this I am having my husband go to the *** to see what we can get from them hopeful something.  Also they want to just give me a credit I paid $2,333.32 because they would not reinstate my insurance unless I did Now I want the money back that I am owed they are saying they will credit my account I dont want that I have had my electricity shut off because I need the money back to pay my bills I will notify you as soon as I get the information from ***. 
  Sincerely,
  
  ***********************************

  Business response

  06/18/2024

  Good Day BBB.?
  

  We thank our policyholder for sharing this experience with Auto Club Insurance Company of Florida and apologize for the inconvenience described.? Issue: Our records indicate policy we have still not received the appropriate documentation for the title switch.  Member spoke with an agent on 6/3/24 and advised she would call back once correct document is obtained.    Resolution: When there is premium due we can only apply credits to premium currently due.   Once documents are received we will review your billing to see if a refund can be sent.   We are asking the member to respond to the agent to avoid any other issues.  

   Thank you and best regards, AAA-************* Group

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am receiving unsolicited AAA advertisers addressed to someone that does not live at my address. Attached is an image of the mailer.

  Business response

  01/12/2024

  Hello

  Per our records we don't have a ********************* as a AAA member. There are no records of this person showing any products with AAA. Please contact your local post office to advise. 

  AAA

  Customer response

  01/12/2024

  This complaint was to be removed from mailers/advertisers sent to my address from AAA. AAA response is mistaken, the postal service delivers the mailers, yet AAA continues to send junk mailers to my address. I clearly attached a photo of the mailer, yet AAA still doesn't know how to handle the complaint. 

  Business response

  01/26/2024

   

  THANKS FOR RESPONDING. PER OUR RECORDS, WE DON'T HAVE A ********************* LISTED AT YOUR ADDRESS. COULD BE A POSSIBILITY THAT IT WAS SENT IN ERROR OR FROM ANOTHER CLUB. PLEASE SEND BACK TO AAA AND WRITE ON LETTER CUSTOMER DOESN'T LIVE HERE/ RETURN BACK TO SENDER. YOU ALSO HAVE THE OPTION TO GO INTO THE NEAREST AAA BRANCH FOR ASSISTANCE.
  

  AAA

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have filed an insurance claim(CLM00623287) to AAA. ***************** who is a claim specialist sent an adjuster to my house and the adjuster estimated on the water damage and issued a check. However, the check didn't cover the actual restoration cost such as checking water damage behind the jetted tub. ***************** had pressured me to sign a contract with one particular restoration company he recommended when I mentioned this missing estimate item. Also, he said he would only pay the restoration company directly if there is additional cost. So, I requested ***************** to send the adjuster one more time to get correct estimate including demolition cost of water affected tiles and checking damage behind the jetted tub. However, ***************** has refused to even send the adjuster and has insisted me signing up contract first. I want AAA to send an adjuster to get the correct estimate for the cost of restoration and issue a supplemental check covering those omitted actual cost instead of pressuring me to sign a contract.

  Business response

  11/28/2023

  Our response has been attached.

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been working with a representative of AAA by the name of ************************* since January regarding a reimbursement for my tire. After a phone conversation with ************************* stated that a reimbursement check would be sent from AAA. That was the last conversation that I have had. I called and left ************** a voicemail and followed up with an email. I received an email stating that the request was sent over January 26th. However, I have not received any reimbursement from AAA. And we are about to enter into a new month of March. It's been two months now. I would like to know the status of my reimbursement. Has it been sent? As it has definitely not been received. If a check has not been sent. Please expedite a check to me at my address ****************************************************************************************************** Florida *****. This has been a long unnecessary process. Which is one of the many reasons why I will no longer do business with AAA.

  Business response

  02/27/2023

  We spoke with ******************* on February 27, 2023 via telephone and the matter was resolved.

  Customer response

  02/28/2023

   
  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

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Sept 23 at the Publix on Route 441 in ********, I was backed into while waiting for a truck to pull out of a parking space. We exchanged information but no police were called. A lady came over to us and handed me her name and phone number and said she witnessed the whole thing and the yound man definitely backed in to me. I called the number on my AAA insurance card. I wasn't sure exactly what to do but wanted to let my insurance know what happened. The claims adjuster, *************************, asked me if I wanted to file a claim. I wasn't sure about that but I did. I gave him my statement as well as the witness name & phone number, other parties insurance & name. Shortly after that I started getting phone calls from Geico, other persons insurance co. I did not know if I should talk to them. Tried to contact ******* several times via email phone calls as well as calling AAA's # several times only to wait on hold for over 1/2 hour only to be hung up on! I thought my insurance company was supposed to contact the oppossing person's insurance. I want to find out what is going on so I can have my car fixed. This is VERY FRUSTRATING. I have been a AAA customer for decades and am ready to cancel both *********** side assistance,

  Business response

  11/18/2022

   Dear ***************,
  
  We are very sorry to hear of your troubles with reaching the claims adjuster. We had not ordered an appraisal initially as we were under the impression you were considering taking your vehicle to one of our preferred shops that we shared with you.  We were also uncertain if you may be going directly to Geico for the handling of your claim.  After being made aware of your concerns we were able to reach you promptly to move the claim forward.  As you know, an estimate has been completed and payment for repairs was issued and mailed to you.
  
  At the conclusion of your claim we will pursue recovery directly from Geico. If they continue to attempt to contact you, please let them know we are handling your claim and that we will reach out to them directly.  We did speak with a representative from GEICO who confirmed that their current position is their insured is 50% liable for the accident.  We will forward this matter to our subrogation department in an effort to recover 100% of the damages paid out on your behalf, including your deductible.  Our subrogation department will follow up once we have more information regarding the recovery on your claim. 

  Customer response

  11/21/2022

   
  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. 

  I will, however, follow up to make sure that Geico pays 100% and would like my Adjuster to contact my witness to help them retrieve the funds plus my deductible.

  They may contact me via phone or email to obtain my witness name & phone number.
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Policy # **************** Home/Auto policy in 2010. Called and canceled auto policy 7/2021 due to more reasonable price at another agency. Secured alternate policy effective same date as call to AAA. In 2/2022 received a bill for auto policy. Called 888 number and was told to contact local agency to have policy re--written w/o auto. Local agency informed that policy cannot re-written, policy must include home and auto. I then found alternate home insurance and called local office to cancel entire policy. Local office asked me to call 888 number. I was then informed that l will still be responsible for entire auto premium even though I already had auto coverage from the date I canceled it - almost a year ago. I am sorely disappointed in the inconsistencies and lack of universal AAA knowledge among the local agency and 888 staff. I have provided several agents my proof of auto and home insurance coverage. I wish to have my current proof of auto coverage serve as evidence for AAA to cancel my auto policy effective 7/2021 AND receive my pro-rated refund from my home insurance policy. I have the burden of two auto insurance premiums during a time when I am desperately trying to save my family money during this time of inflation and job loss.

  Business response

  04/18/2022

  Business Response /* (1000, 5, 2022/03/31) */ Insured had a Package Policy which includes coverage for home and auto. The Package Policy effective dates were 7/19/21-7/19/22. The insured first notified us on 3/2/22 about obtaining other auto insurance During that conversation we asked the insured to send in proof of other auto insurance so we can backdate lowering the auto coverages to the state required minimums. This will ensure the insured will receive the largest refund possible. We also referred the insured to their agent to obtain a new homeowners insurance policy. We explained that once the home has other insurance we will be able to cancel the package policy. This is to ensure the insured does not have a lapse in homeowners insurance. On 3/17/22 we received proof of other auto insurance; at which time we lowered the auto coverages to the state required minimums effective 7/19/21 (the policy start date). This ensured the customer receives the largest refund possible. We also received proof of other homeowners insurance with a start date of 3/16/22; at which time we canceled the package policy using effective date 3/16/22. This ensured there was no lapse in homeowners insurance. Insured was mailed a refund check on 3/28/22

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am requesting for diminished value resulted from a driver who carries ACICF. However, ACICF continues to refuse compensation. ACICF relies on NADA valuation of the vehicle at $18,500. I have raised concerns to ACICF that their valuation is not correct since NADA does not have record of the accident which was not taken into account for NADA valuation. In addition, I have provided ACICF with a report from CARFAX which has the accident recorded and their valuation reflects at $15,690. Furthermore, I have provided ACICF with numerous other 3rd party valuation, including CARMAX ($11,500) and AutoLoss ($14,987). Even though ACICF acknowledged that their NADA valuation did not take into account the accident on record, ACICF continues to dismiss and refuse to compensate for diminished value despite the provided information. Instead, ACICF continues to question our valuation methods despite having been given more than three 3rd party independent valuations.ACICF has not been acting in good faith. It is not reasonable for ACICF to refuse diminished value based on a valuation of a vehicle that has no accident on record since such vehicle would not have any diminished value. Therefore, I am opening this complaint with BBB. I am presenting with supporting documents below. I am looking for consumer protection against ACICF practice.The supporting documents include1. The police report of the accident 2. ACICF NADA valuation (file JD Power estimate)3. Proof NADA valuation does not have the accident on their record (file Full Vehicle Report_AutoCheck)4. CARFAX valuation with the accident recorded (file CARFAX Vehicle History Report)5. CarMax valuation with the accident recorded (file CarMax Appraisal Offer)6. AutoLoss valuation with the accident recorded (file *********-DV_14 Honda Accord)7. Itemized repair done from the accident (file CARSTAR repair)

  Business response

  04/21/2022

  Business Response /* (1000, 5, 2022/04/04) */ This will acknowledge the BBB complaint filed by **** ****. The complaint pertains to an auto accident involving Mr. ****'s 2014 Honda Accord. ACICF paid to have Mr. ****'s vehicle repaired. After repairs were completed to Mr. ****'s car, he presented a subsequent claim for loss in value. ACICF did two things to investigate the matter. First, it completed its own evaluation of Mr. ****'s car using NADA, which is a very widely accepted valuation method among dealers and consumers. NADA's data shows that Mr. ****'s car is worth $18,500.00 even after the accident occurred. Secondly, ACICF solicited supporting documents from Mr. **** that illustrated the alleged lost value. After reviewing the documents from Mr. ****, ACICF expressed several concerns and points of clarification, which have gone unanswered. Since the documents provided by Mr. **** leave many questions unanswered and since NADA states Mr. ****'s vehicle is still worth $18,500.00, it appears his car has not lost any value as a result of this accident. We have communicated our position to Mr. **** and welcome him to provide any other details regarding the matter. Consumer Response /* (3000, 7, 2022/04/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) ACICF's response completely ignored the concern raised from the filed complaint: "ACICF relies on NADA valuation of the vehicle at $18,500. I have raised concerns to ACICF that their valuation is not correct since NADA does not have record of the accident which was not taken into account for NADA valuation. In addition, I have provided ACICF with a report from CARFAX which has the accident recorded and their valuation reflects at $15,690. Furthermore, I have provided ACICF with numerous other 3rd party valuation, including CARMAX ($11,500) and AutoLoss ($14,987). Even though ACICF acknowledged that their NADA valuation did not take into account the accident on record, ACICF continues to dismiss and refuse to compensate for diminished value despite the provided information." To reiterate, NADA does not have the accident report on record which prompted NADA valuation to a vehicle that has no accident at $18,500. Despite numerous additional 3rd party including CARFAX which is a widely accepted valuation and that CARFAX has the accident recorded and their valuation reflects at $15,690, ACICF continues to use delaying tactics and refuse to compensate for diminished value. Therefore, I cannot accept their response since it is absolutely clear they are not acting in good faith. I cannot imagine why any customer would use ACICF if they continue this deceiving practice. Business Response /* (4000, 9, 2022/04/13) */ This will acknowledge the BBB rebuttal filed by **** ****. Notably, Mr. **** has still not provided any additional information to support his vehicle's alleged loss in value, despite repeated requests from ACICF. As mentioned previously, NADA values Mr. ****'s car at $18,500.00, even considering the vehicle's accident history. ACICF chose NADA due to its credible reputation and brand popularity among dealers and consumers in the automobile industry. ACICF is not aware of NADA's precise valuation methodology since that information is proprietary to NADA. However, if Mr. **** wishes to challenge NADA directly on its valuation methods, ACICF encourages that conversation. ACICF remains open to revisiting the matter based on the outcome of Mr. ****'s dealings with NADA. Consumer Response /* (4200, 11, 2022/04/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) As clearly stated in the previous two correspondences, NADA did not have the accident report on record; hence, their evaluation was for a vehicle with no accident. ACICF uses that specific NADA report to use as valuation for a vehicle after the accident. Of course, there would be no diminished value if you use an evaluation for a vehicle with no accident. Instead, I have proposed to use the same NADA evaluation as value of the vehicle before the accident, and to compare it to CarFax evaluation, which is a reputable and widely accepted 3rd party vendor. CarFax does have report of the accident on record, and their report could be used as evaluation for the loss after accident. All documents were attached and shared with ACICF, including proof that NADA does not have record of the accident on their evaluation. The matter is simple and was clearly presented/communicated to ACICF. However, it is clear that ACICF chose to ignore and to evade addressing the matter, purposely avoiding to compensate for the diminished value from the accident.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩