ComplaintsforAssuranceAmerica

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Initial Complaint
07/09/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On July 1, 2024, I was in a car wreck, where I was rear-ended by a person owning Assurance America. After I was hit, I then hit the car in front of me. Fortunately, no one was injured. However, I have been waiting on information to get my car fixed, and I am no closer to getting my car fixed since I was hit. I was provided a link to provide over a dozen photos of my car, but there has been no beneficial correspondence to help me move forward with getting my car fixed. I was told that I would receive something in the mail, and a check was processed on July 3. I was also told that I could not get a rental car while the body shop was waiting on parts to come in. I have requested a list of damages so that a body shop could order these parts, while I am waiting on a check. I am also having difficulty locating a body shop that is willing to work on my car due to the reputation of Assurance America.
Business response
07/11/2024

We regret to hear that you had a frustrating experience with AssuranceAmerica. We are committed to providing service in a responsive and professional way. Our adjuster reached out to you on 07/09/2024 with the requested information. Please give us a call at ************** if you have any additional questions or concerns. Thank you.
Customer response
07/16/2024

Complaint: 21962553

I am rejecting this response because:
It took too long to receive a check through the mail. I am also frustrated that Assurance America is not willing to pay for a rental car for me, while I wait for my car to get fixed. I feel it is a safety issue to drive a car without a rear bumper and spare tire. The body shop told me that I can drop my car off on Monday morning (July 22), which means, according to Assurance America, that I can not use a rental car until Monday morning...which will cause me to miss more time from work, than I already have.
This car accident was not my fault, but I have missed time from work, been inconvenienced, and the responsiveness from my adjuster has been poor. Assurance America's reputation is so poor, that I have had difficulty finding a body shop that wanted to advocate for me with the insurance company.
It is not my desire to drive a rental car needlessly, but I wish I could drive one while I am waiting for my car to get fixed. I have been expeditious in working to coordinate getting it fixed, and I would be further along if my adjustor was quicker to respond, and if the check could have been direct deposited, instead of waiting 10 days for it to come through the mail.

Sincerely,

***********************
Business response
07/17/2024
We regret that you had a frustrating experience. We are committed to providing service in a responsive and professional way. If you would like to discuss this further, please give us a call at **************.

Thank you.
Customer response
07/17/2024

Complaint: 21962553

I am rejecting this response because, I have left a message with my claim representative at ************. I have not received a call back regarding coordination of a rental. The rental company recommends having Assurance America to pay for the rental directly, because they anticipate that I will have difficulty receiving that reimbursement from Assurance America. I need to pick up the rental car on Monday, July 22, but I am unsure how much Assurance America will even pay toward a rental car. The car that is being repaired is a ****** Hylander, and I would like a comparable vehicle, but the rental car company was skeptical that Assurance America would even pay for an equivalent rental. This whole experience has been extremely frustrating, time consuming, and slow. I would appreciate a call back at ************, to assure me that Assurance America can pay Enterprise Rent-A-Car directly, and with the daily amount for the rental. The anticipated rental time is planned to be 5 days.

Sincerely,

***********************
Initial Complaint
06/25/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On April 2nd, 2024 my daughter was rear-ended by another driver that had AssuranceAmerica Insurance. They ended up totaling our car, a 2013 **** Escape SEL, and tried to lowball us with an amount. I final figured out that they were not comparing apples to apples or including all of the option in which my car had. We finally agreed on a settlement price after negotiating with them for weeks and I signed the title over to them and waited for my check. Now, today, they are notifying me that they need to take the amount of the rental car out of the settlement check before they issue it to me. Not one other time have they ever mentioned that to me that it was going to be taking out before the final amount was issued. There person hit us, totaled a perfectly good car out, and then continue to s**** us over.
Business response
07/02/2024
We regret to hear that you had a frustrating experience with AssuranceAmerica. Please give us a call toll free at ************** and ask for your adjuster to further discuss your concerns.Thank you.
Initial Complaint
06/25/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Sometime in June I was parked in a parking lot and was a victim of a hit and run incident that dented my back wheel arch panel, after filing a claim I talked to a adjuster who told me to take my car to any auto body shop of my preference, well thats exactly what I did and now two weeks later I have heard nothing from the adjusters about my claim timeline Ive been without my car for two weeks!! This is insane and Im considering switching insurance policies after this!! Case number 1FL469751
Business response
07/05/2024
We regret to hear that you had a frustrating experience with AssuranceAmerica. We are committed to providing service in a responsive and professional way. Please give us a call at ************** to review your claim status. Thank you.
Initial Complaint
06/18/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On April 25, 2024, I was involved in a serious automobile accident. The at fault driver was insured by Assurance America insurance company. For almost two months I have been dealing with Assurance America for the property damage claim and they have been made the process extremely difficult. The claims adjuster, ***********************, is uncommunicative and unprofessional. When basic requests are made, such as a request for a copy of the estimate of record, Assurance America goes out of their way to make it as difficult as possible. It is becoming apparent that Assurance America is a scam and their modus operandi is to make the process of filing a claim so difficult that you just go away and do not pursue the claim any further. For nearly two months I have been paying out of pocket for a rental car with no hope of reimbursement. Again, basic requests for documentation are not responded to. I have called their corporate help line countless times without getting any follow-up. On May 2, 2024, after repeated requests to receive a copy of the estimate of record, I asked that a new adjuster be assigned because ***************** refused to answer her phone or respond to my requests for this basic documentation. I made this same request on at least 4 other occasions and I have not been assigned a new adjuster. Assurance America is the worst company that I have ever dealt with. Period.
Business response
06/28/2024
We regret to hear that you had a frustrating experience with AssuranceAmerica. We tried to contact you by phone to review your concerns, but there was no response. Please give us a call toll free at ************** and ask for your adjuster to further discuss your concerns. Thank you.
Customer response
06/28/2024
I have attempted multiple times to return the call received from Assurance America where a voicemail was left on 6/20/2024 at 11:09 a.m. I left voicemails requesting a return phone call on the following dates:
6/20/2024 - 11:25 a.m.
6/20/2024 - 4:04 p.m.
6/26/2024 - 11:32 a.m.
So far, none of my calls have been returned.
I sent rental car and child seat receipts to email address: ****************** and have received no response. I have sent follow-up emails with no response. I have also attempted to contact the appraiser and have received no response. I have repeated sought resolution through the 800 number you provided and have received zero resolution.
Assurance America has not satisfactorily responded to my claim.

Business response
07/02/2024
We regret to hear that you had a frustrating experience with AssuranceAmerica. We tried to contact you by phone to review your concerns, but there was no response. Please give us a call toll free at ************** and ask for your adjuster to further discuss your concerns. Thank you.
Initial Complaint
06/13/2024
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.
Me and my daughter who is *********************************************************************************** the car full coverage insurance my license is valid they are refusing to pay the claim stating I didn't add my daughter to the policy my daughter don't drive my car regularly she only has a permit and this was her first time driving and they are telling me no matter what they won't pay the claim even though it's my daughter and I was in the vehicle as well this place is shady I pay over 300 a month for insurance for nothing seems like they are trying to scam and just not pay
Business response
06/14/2024
We regret to hear that you had a frustrating experience with AssuranceAmerica. Please give us a call toll free at ************** and ask for your adjuster to further discuss your concerns.Thank you.
Initial Complaint
05/20/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Ive been with this company since 2019 probably a little longer than that. I have not been able to get my vehicle after its been in the shop since January my claim rep went *** for a month in a half then now shes back to being *** and Im going into 6 months without having my vehicle and I need this to be resolved as soon as possible if thats ok.
Business response
05/30/2024
We regret to hear that you had a frustrating experience with AssuranceAmerica. We are committed to providing service in a responsive and professional way. Please give us a call at ************** to review your claim status. Thank you.
Customer response
05/30/2024

Complaint: 21736246

I am rejecting this response because: The business told me to call and the person still not answering my calls. Still not satisfied due to nothing has been resolved as of yet.

Sincerely,

ShaTaura Lewis
Business response
06/07/2024
We regret that you had a frustrating experience. We are committed to providing service in a responsive and professional way. If you would like to discuss this further, please give us a call at **************.

Thank you.
Initial Complaint
05/17/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I was side swiped in a hit and run accident from their client on March 9, 2024. I filed a police report and provided proof of the other driver to the responding officers. The officers conducted an investigation and filed a police report detailing the hit and run and spoke with the driver who left the scene. They provided me with the drivers insurance, Assurance America. I have been working to try and get this resolved since March 9th and have quickly responded to submitting photos and the police report. Its been incredibly hard to get in touch with the claims adjuster and the first time contact did occur was only after I called the main claim line to ask to speak with a supervisor. I last spoke to the adjuster on April 19th and the adjuster informed me that their client was at fault and that their assessment of the damage was around 2k from the photo evidence provided. They said however, that before proceeding with covering the damage, that they were conducting an internal investigation and that they would be able to share with me the following week the results of that. I have yet to hear back and have escalated the issue on the main line. It has now been about a month since last contact made from the adjuster. I would like to be made whole and be able to repair my car. They are not acting in good faith - as theyve admitted fault and said they would have next steps a week after the week of April 19th and I cannot get ahold of the adjuster on my case and the main line has escalated on May 15th - where I was informed that the supervisor would reach out within 24 hours if I havent heard anything from my assigned adjuster. The claim number is #1SL459715
Business response
05/21/2024
We regret that you had a frustrating experience. We are committed to providing service in a responsive and professional way. If you would like to discuss this further, please give us a call at **************.

Thank you.
Initial Complaint
05/12/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
After a severe hail storm in upstate S. ******** on 4/20/24 , my car had minor dents & a cracked front windshield, I reported it immediately & sent photos of the windshield. I was contacted the following Monday for them to inform me that they totaled my car when I only asked if I could just get my windshield repaired. 3 days later they come & pick my vehicle up from my home. When I talked to the adjuster *****, he was EXTREMELY rude & unprofessional. Advised me that they weren't goin to pay what the car was worth to my lender but much less which would leave me in an even deeper hole seemingly I already without my vehicle they took. They haven't offered ANY kind of compensation AT ALL for the full coverage I am/was paying. Feels like this was just a total rip off. They still have not settled with my lender nor offered any kind of compensation not to mention I'm not able to get another car at the moment due to an open loan account thar they haven't paid off yet, & not able to replace my car immediately. Claim number: 1SC464081
Business response
05/14/2024
We regret that you had a frustrating experience. We are committed to providing service in a responsive and professional way. If you would like to discuss this further, please give us a call at **************.Thank you.
Customer response
05/15/2024

Complaint: 21701304

I am rejecting this response because: I've called numerous times & nothing has been done. Also this has been goin on since 4/20/2024 & NOTHING has been resolved. The issue needs to be resolved immediately so I can move forward in getting another vehicle & compensation for lost time

Sincerely,

*****************
Business response
05/17/2024
We regret that you had a frustrating experience. Our records indicate that an adjuster reached out to you with a status update on your claim. If you would like to discuss this further, please give us a call at **************. Thank you.
Initial Complaint
04/19/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Im an Uber driver and on February 23 I out driving and was side swiped by a driver insured by this company. We called the police and they came and wrote a report, which the driver admitted he devoted from his lane to avoid and accident and caused an accident by hitting me. Ubers insurance called me the next day to get my side of the story and asked me if I wanted to go through them or AssuranceAmerica since it was there fault. I said I wanted the other guys insurance to pay to fix it. It took a week and a half to get in touch with them to start the process. When I asked them about loss of revenue reimbursement because I use my car to make money. They said to send over the last 4 weeks of earnings to review and determine if they will pay. AssuranceAmerica said they had to wait till they got the final bill from the body shop till they decided on loss of revenue money. I called them yesterday which was 1 week and 3 day from when I picked up my car from the body shop, and they told me they were denying the loss of revenue claim. They claim that I worked after the accident which is a lie. They also say that it took a over a month to get my car fixed and I could have worked with a rental car but didn't. I tried to explain that most of the delay in getting the car fixed was trying to get ahold of the clames agent at AssuranceAmerica, but they said this is non-negotiable and they were not paying. I have not been ableto make an income from February 23rd to April 8th.
Business response
04/25/2024
We regret to hear that you had a frustrating experience with AssuranceAmerica. Our records indicate that our adjuster has spoken to you and the claim has been resolved. Please give us a call toll free at ************** and ask for your adjuster if you have any other concerns.Thank you.
Customer response
04/25/2024

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
04/09/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
After 82 days this insurance company is denied claim. There insured was at fault of accident. They are refusing to fix my car. They did admit fault and tell my damage was 2300 and when I mention diminished value, them sent letter denying fault
Business response
04/11/2024
We regret to hear that you had a frustrating experience with AssuranceAmerica. We are committed to providing service in a responsive and professional way. Please give us a call at ************** so we can further review your claim. Thank you

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