ComplaintsforAssuranceAmerica

Insurance Companies

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
08/13/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was in a collision where a woman backed into my car on 8/1/24. Her insurance was Assurance America and I was appointed an adjuster by the name of ******************************* ************. I contacted her on 8/2/24 and sent in my discharge paperwork from hospital via email and uploaded pictures of my vehicles. Since then I have had no more contact with her. I have left several voicemails. I have called the company on 8/9/24, 8/12/24, and 8/13/24 to get ahold of a supervisor and no one has call me back. I was told ******* was out of the office but no one knows when she will return.
Business response
08/19/2024
We regret that you had a frustrating experience with AssuranceAmerica. Our records indicate that an adjuster has contacted you and the issue has been resolved. If youd like to discuss this further, please give us a call at **************.
Customer response
08/20/2024

Complaint: 22136458

I am rejecting this response because: The estimate did not have all of the damages to my vehicle. Furthermore the claim has an injury portion that has not been addressed. I called ******* on the on 8/16/24 and left a message. I provided her with hospital bill, physicians bill, and receipt for my prescriptions. I called again on 8/19/24 and still received no answer or call back.

Sincerely,

******** *****************************
Business response
08/21/2024
We regret that you had a frustrating experience with AssuranceAmerica. Our records indicate that an adjuster has contacted you and the issues has been resolved. If youd like to discuss this further, please give us a call at **************.
Customer response
08/22/2024

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
08/07/2024
Complaint Type:
Order Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
-An insured of Assurance America crashed their vehicle through our neighborhood block boundary wall. I have attempted to contact the assigned Claims Representative, *******************, at ************ since March to no avail. I emailed, faxed and mailed the invoice for the damages and still no contract or reimbursement. I sent the information to ****************** on May 16, 2024 at 11:29 am and again last week.
Business response
08/14/2024
We regret to hear that you had a frustrating experience with AssuranceAmerica. Our records indicate that our adjuster has discussed the claim with you. If youd like to discuss this further, please give us a call toll free at ************** and ask for your adjuster so we can help resolve your issue. Thank you.
Customer response
08/14/2024

Complaint: 22106778

I am rejecting this response because: I contacted the supervisor who said she would send me an email the same day and still nothing. She also provided a call back number to me that was not usable causing me a delay in being able to reach her. While I escalated to a supervisor; she has been the same as the original adjuster. I still have no written response or acknowledge of the claim made in March. The insured's policy includes damage to property and they have simply decided that they are not going to pay. I contacted the insured and sent a letter that we will be expecting him to pay the damage if we do not get reimbursement from Assurance America. They have no reason to dispute this claim. Their insured damaged our property. If they want to make a claim against another driver that is their business; but, no other driver was identified except theirs.

Sincerely,

*******************
Business response
08/15/2024
We regret to hear that you had a frustrating experience with AssuranceAmerica. Our records indicate that our adjuster has discussed the claim with you. If youd like to discuss this further, please give us a call toll free at ************** and ask for your adjuster so we can help resolve your issue. Thank you.
Customer response
08/15/2024

Complaint: 22106778

I am rejecting this response because: It is the exact same message from yesterday. I have called and I have continued to discuss and Assurance America is continuing to reject their responsibility, especially to their insured who will be left paying for the damage out of his own pocket, even though he has the insurance coverage and paid his premiums. This is a blatant disregard for the law which provides for property damage included with policies. This poor unsuspecting insured will learn the hard way that Assurance America respects them so little that they won't pay for the damages to the property and will pay out as little as possible for the loss of his car. Florida Lawmakers need to know that the real loser in the FL insurance crisis is the consumer. Why pay for his car if it was the other unknown vehicle that was responsible? If you are responsible for the insured's vehicle, then you are also responsible for the damage to property that the vehicle caused. I am sorry your investigation didn't yield you someone else to subrogate with. Perhaps if you had actually performed an investigation, you would have asked to see any video footage from our two entrances. But no request came and that footage is now long gone. There was no investigation. There was a report given to police. Anyone can say anything if witnesses run and give no conflicting statement. I have reached out to our Association counsel and if unresolved in short order, will ask to proceed with a complaint. I will also continue to let everyone know that Assurance America turns their back on clients and despite being paid premiums, does not pay claims. Another example of why Florida is in this mess.

Sincerely,

*******************
Initial Complaint
07/12/2024
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.
I was in a car accident on June 8, ************************************************ anyone else regarding the damages. I have tried to call multiple times to no avail. I have left messages for ********************************* (the adjuster) and *** (a supervisor. As of July 12, 2024, my car is still damaged and I have not heard from anyone at this company.
Business response
07/15/2024
We regret to hear that you had a frustrating experience with AssuranceAmerica. We are committed to providing service in a responsive and professional way. A supervisor reached out to you on 07/15/2024 with updates pertaining to your claim. Please give us a call at ************** if you have any additional questions or concerns. Thank you.
Customer response
07/22/2024

Complaint: 21981677

I am rejecting this response because the supervisor called me for five minutes to inform me that he sent a link for me to receive an estimate. Seven days later I received a check in the mail along with an estimate that does not include all the damages. I have yet to hear from anyone else

Sincerely,

*********************
Business response
07/22/2024
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 records show that you have received payment. Please give us a call at ************** if you have any additional questions or concerns. Thank you.
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.

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

Cookies on BBB.org

ComplaintsforAssuranceAmerica

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

Customer response

Business response

Business response

Business response

Customer response

Business response

Business response

Business response

Customer response

Business response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary