ComplaintsforFirst Chicago Insurance Co.
Insurance Companies
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I recently had First Chicago as my vehicle insurance provider. On November 30th 2024, I hit a deer. The collision caused significant damage to bumper, hood, headlight etc. My bumper eventually fell off and I cannot pop my hood no longer. My vehicles battery died and has been sitting in my driveway for a few months now. After trying to notify insurance company many times, I finally received an estimate of damage on March 13th 2025. I took my vehicle in to be serviced but they found a few more issues that needed repaired. Around the first week of April this year, the insurance company told the auto body shop that they were thinking about totaling the vehicle. I never received a phone call or email from them since. Last I heard from anyone from the company was an email on March 26th 2025, from *******************************(************************************). Since March, I have sent numerous emails and phone calls resulting in zero callbacks or email responses. At this point I don't know what to do. I have a broken down vehicle in my driveway and can't get in touch w the company responsible for repairing it. Please, if something could be done to get some answers, I would greatly appreciate it. Thank YouBusiness response
07/09/2024
Thank you for forwarding this inquiry to our office. Customer concerns are important to us and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view. *********** will contact the complainant within 2 business days to discuss their concern.Initial Complaint
06/28/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I have first Chicago as my insurance company. This is a horrible company that doesnt return phone calls back does not go over the policy as they should. I got first Chicago from Navy insurance which her name is ***** and also have her extension number did not go over my policy with me the correct way. Far as the dues and donts only thing she said and sent me through email things to sign and hurry up and send over your policy money. My car was stolen May 23, 2024I have a witness and also video and they deny my claim because of their policy which first and Navy insurance did not go over with me correctly. Navy insurance policy holder well broker ***** did not do her job correctly by going over the policy with me through every detail like she stated that was not her job to do. They denied my claim and I have full coverage. No one gave me money back for rental reimbursement or anything. I need help as soon as possible dealing with these insurance companies..Business response
07/08/2024
Thank you for forwarding this inquiry to our office. Customer concerns are important to us and we appreciate the opportunity to address them. Due to privacy concerns, we are unable to post a specific reply here for public view. *********** will contact the complainant within 2 business days to discuss their concern.Initial Complaint
06/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 5/8/24 I was rear ended by a driver covered by First Chicago Insurance. After a lot of back forth I finally reached an adjuster that processed the claim. She received a video and pictures of the incident. I was told I had to wait for their appraiser. Their appraiser came and I was finally allowed to take my car to a shop to receive an estimate. This all took about two and a half weeks. I was told I could not get the car fixed until the estimate was approved by First Chicago. The estimate was provided to the adjuster on 6/7/24 and I have not been able to get in touch with anyone about the claim. I called the adjuster and the general line on 6/10, 6/11, 6/12, 6/19 and sent multiple emails. I have not received a call or email back. I also reached out to claims resolution line twice with no response. I need my car to be fixed to be able to go to work. At this point I am out a large sum of money because I have had to pay for my own rentals to enable me to get to work while waiting for the ok to get the repairs done. This is unacceptable that there is a complete lack of communication on the next steps to getting my car fixed.Business response
07/01/2024
July 1, 2024
Complaint ID#: ********
Consumer: *******************************
Claim Number: CLM00012598
Please allow this to serve as our response to the above captioned matter.
The Company is actively investigating coverage on the claim as our insureds vehicle was being driven by an unscheduled operator at the time of loss. Despite our best attempts via phone, mail, & certified mail we have been unable to gain our insureds cooperation.
The Company has been in contact with the Complainant as recently as 7/1/24 to provide a status update. Upon receipt of cooperation from our insured the Company hopes to be able to finalize our coverage investigation.
Respectfully,
***************************
Sr. Property Damage Director
Phone: ************Initial Complaint
06/19/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I have a claim from August of 2023 from an accident that happened in July of ************************************ and First Chicago Insurance will not contact me back in regards to lawsuit.Business response
06/24/2024
June 24, 2024
Complaint ID#:********
Consumer: *********************************
Claim Number: 23MOV12329
Please allow this to serve as our response to the above captioned matter.
The Company has looked into the matter and determined there is not a lawsuit filed against the Complainant, but rather she received a demand for payment from ****** & Associates.
The Company has a copy of the aforementioned demand, and we will address the matter directly with ****** on the Complainants behalf. It should be noted that the Company has denied liability on behalf of the Complainant. Should any more notices be received they should be sent directly to the Company.
Respectfully,
***************************
Sr. Property Damage Director
Phone: ************Customer response
06/24/2024
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
06/18/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
This insurance company lacks in communication, refuses to pay for incidents without probable cause, failed to report information thats required by Indiana state law (ie. failed to report to BMV and loan company), refuses to work with other companies, fails to communicate with customers, doesnt answer phone calls or emails, illegally obtained my vehicle from tow yard without warning, completely disregards customers rights and doesnt provide the services their customers pay them an arm and a leg for, fails to do their job, asks unnecessary questions that dont relate to subject at hand, failed to educate on full policy to policyholder (ie, whats covered and what could be beneficial), miscommunication and lies about who they the customer should contact, refused to investigate fully and forced client/customer to do it for themBusiness response
06/24/2024
June 24, 2024
Case Number: 21867243
Complainant: *********************
Claim Number: 24INA27383
Please allow this to serve as our response to the complaint filed by ****************************.
The loss was reported by the Complainant on 5/16/24 advising their vehicle was being driven by an unscheduled operator when it was involved in a loss. The Company scheduled the vehicle to be moved to a storage free facility and we scheduled the vehicle for inspection with an Independent Appraiser.
The Company obtained a statement from the Complainant as well as received a copy of the crash report on 5/30/24.
On 5/31/24 the Company left a voice message for the unscheduled operator. On 6/4/24 the Company received return contact from the unscheduled operator and obtained their statement. On 6/6/24 the Complainant submitted their copy of the crash report.
On 6/18/24 the Company received an MVR for the unscheduled operator confirming they had valid driving privileges at the time of loss. It should be noted that the Complainant vehicle was involved in a prior loss of which coverage was denied. The Company received proof the prior repairs were completed, and the file was transferred to our ********************* to finalize the valuation & settlement offer(s).
On 6/19/24 the Company was in contact with the Complainant and their lienholder. A Company retained total loss offer was accepted equating to $9,304.12. The Company requires a ***** of ******** form from the Complainant and a Letter of Guarantee and Copy of Title from the Complainants lienholder to issue settlement.
Sincerely,
***************************
Property Damage Director
**************Initial Complaint
06/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
The refuse to anwser the phone and return my calls and we have a claim with them they owe me lots of moneyBusiness response
06/26/2024
June 26, 2024
Better Business Bureau
RE: Problem Report ID: 21851644
Claim Number: 23TXM87556
Policy Holder: *********************
Date of Loss: 12/20/2023
Complainant: ***************************
To Whom it May ********
In review of the claim file, we settled the property damage portion of the complainants claim on May 10, 2024. Regarding the bodily injury portion of the complainants claim, she is represented by an attorney. We have extended an offer of settlement to the complainants attorney and are awaiting a response.
Very truly yours,
***********************
Director of Casualty and Litigation
************
***********************************Customer response
06/26/2024
Complaint: 21851644
I am rejecting this response because:
Although they did make an offer its was so low that it was insulting . And yes I do have an attorney but they as well can not get ahold of them and it has been drug out for 9 months and I still do not have a vehicle because they would NOT PROVIDE ME WITH RENTAL, and remind you this accident was through no fault of my own and their insured person performed a HIT AND RUN AND NO DRIVER LICENSE !! Come on is it really that complicated
Sincerely,
***************************Initial Complaint
06/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I was in a car accident on May 28, 2024. I went to the shop at ************************************************, to get an estimate. This is the location where I was told to go. The adjuster told me they would send it to First Chicago Insurance Company on that same date. They did. However, First Chicago stated they had to reach out to them to get it. ********* is the contact person for First Chicago Insurance. Since this time I have gotten no results on my caim. I received no calls back whatsoever. All I'm getting told is that (*********) will call me back when the claim is approved. The issue is that I'm making payments on this ************* looking to total it out. ********* is telling me she's still waiting on the approval of her supervisor, whom is *****. I stated to her that she's been telling me this for a couple weeks now. Nothing is being done. I'm behind in my payments for the car because ********* is telling me they're totalling it out. ********* said she was waiting on the police report (RP-24-013417), which she now have. The result is I got fired from my job at Target because I couldn't get there. I could not and cannot rent a car until they, (First Chicago Insurance), release the approval of the claim.Business response
06/21/2024
June 21, 2024
Complaint ID#: ********
Consumer: Armani ********
Claim Number: 24ILS27616
Please allow this to serve as our response to the above captioned matter.
The claim was reported by the named insured on 05/20/24 advising they were pulling out of the private drive and collided with another vehicle. The claim was assigned to an adjuster for a coverage and liability investigation. On 5/21/24 the complainant called to report this accident and was provided with claim and adjuster information. On 5/23/24 the complainants vehicle was set up for an inspection for damage. On 5/29/24 the adjuster attempted to obtain the complainants recorded statement and during the conversation the complainant advised that he was being represented by an attorney. The adjuster advised the complainant to have the attorney contact the company and to forward a letter of representation. On 5/29/24 a call was placed to the named insured for their recorded statement and were advised to call back. On 5/30/24 the adjuster called the insured and left a message for a return call. A Reservation of Rights letter was sent to the insured for their cooperation. Later the same date the adjuster obtained the recorded statement of the insured. On 5/31/24 the complainant contacted the company and advised he was not being represented by an attorney and the adjuster obtained the recorded statement of the complainant. On 6/5/24 the complainants mother called and was provided with a status of the claim. On 6/7/24 the complainants estimate was received and attached to the claim file. On 6/10/24 the adjuster received all information to clear coverage and the file was sent to management for approval which was granted on 6/12/24. On 6/13/24 the adjuster called the complainant and advised on claim approval and liability being accepted at 80% and the vehicle was deemed a total loss. On 6/14/24 a call was placed to the complainant to present the settlement offer. A letter was sent to the complainant regarding the total loss settlement offer. A follow up call was made to the complainant on the settlement offer on 6/20/24. The complainant advised they have retained an attorney to handle this matter for them.
Respectfully,
*********************
Sr. Property Damage Director
************Initial Complaint
06/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
First Chicago Ins- no follow up or communication with accident with their policy holder. The accident took place on 4/04/20**. Any contact that is made is pushed around from one rep to another. The adjuster was out over a month ago. Claim #**INV**875 - When you make contact they direct you to another person. They tell you it will be resolved! Nothing has been resolved and all pending. I am currently on hold and it takes about an hour of hold time on the phone- you give claim number and redirected to another person with voicemail.Business response
06/17/2024
June 17, 2024
Complaint ID#: ********
Consumer: ************************************
Claim Number: 24INV24875
Please allow this to serve as our response to the above captioned matter.
The Company has presented a total loss offer to the Complainant equating to $1,125.00 which was rejected. The Complainant advised they would be seeking legal counsel. An offer letter was mailed to the Complainant.
The Company was in communication with the Complainant either verbally or in writing on 4/11/24, 4/22/24,4/30/24, 5/3/24, 5/21/24, 5/22/24, & 6/12/24.
The claim remains open at this time pending acceptance of the offer. The Company believes we have acted accordingly in our handling of the claim.
Respectfully,
***************************
Property Damage Director
Phone: ************Initial Complaint
06/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
First Chicago insured motorist ran stop sign and hit me on 1/29/24 which everything was on a video from a womens house which it happened in front of. I have been given the run around from that day , everything take 10 business days and here I am on 6/11/24 and I still am not paid and was deemed not at fault. Ive been through multiple departments for something that was not my fault and I have 3 little kids who I need a vehicle for and they do not care and I have nothing to transport my children in until it is fixed. This should be illegal what they are doing to me.Business response
06/18/2024
June 18, 2024
Complaint ID#: ********
Consumer: *******************************
Claim Number: CLM00009736
Please allow this to serve as our response to the above captioned matter.
The Company has been in consistent contact with the Complainant throughout the claim investigation. There are multiple vehicles pursuing a Property Damage claim and our insured carries a Property Damage policy limit of $5,000.00. The Company has determined coverage will be afforded and Pro Rata settlement offers have been presented to each party.The Complainant has signed her Property Damage release form, but the Company awaits the signed release from Liberty Mutual. The Complainant has been updated on status as recently as 6/11/24. Upon receipt of the signed release from Liberty Mutual the Company will process settlement.
Respectfully,
***************************
Property Damage Director
Phone: ************Initial Complaint
06/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have had this insurance for a little over a year now and I have two insurance claims from car accidents The 1st claim was made in Nov 2023 I spoke to a ******* on the 13th or 11/23 and not again until April 23 24 and that claim still hasn't been settled thus causing the car to be filed as repossession and credit to fall. The auto finance company advised me to file a report with you guys the car was totaled and there has been no results. Subsequently I was hit head on, on May 22 2024 and for three weeks I have been sending emails and calling the insurance company with no response just a promise to get back to me in 2 days of receiving the message. I have spoken to an adjuster ******* on 5/31/2024 and she promised to get back to me in 2 business days but there have been no correspondences, and she has not answered emails or calls. The claim number for the most recent accident is 24ILS27796. I am at my wits end with this company, my credit has been affected I am paying for a rental car out of pocket and still no word on anything just a message promise of we will call you in two daysBusiness response
06/17/2024
June 17, 2024
Complaint ID#: ********
Consumer: ***************************
Claim Number: 24ILS27796
Please allow this to serve as our response to the above captioned matter.
The claim was reported by the complainant on 5/22/24 advising the other party turned in front of him causing the collision on 5/22/24.
The claim was assigned to an adjuster on 5/22/24 for a coverage and liability investigation. On 5/23/24 the complainants vehicle was set up for an inspection for damage. On 5/31/24 the adjuster obtained the recorded statement of the complainant. On 6/4/24 a call was placed to the other party involved in the accident and a message was left for a return call. On 6/7/24 the complainant was advised of the status of the claim and the estimate was not yet available. On 6/7/24 the adjuster obtained the police report for the accident and forwarded the file for settlement authority. On 6/10/24 the claim was approved and routed to the ********************* for resolution.
On 6/14/24 the total loss offer was approved by management. The complainant was called on 6/17/24 and the offer was presented to the complainant for the total loss of the vehicle and it was accepted.
The total loss adjuster will work with the complainant to obtain the necessary documents to process the settlement check.
Respectfully,
*********************
Sr. Property Damage Director
Phone: ************
*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.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
6640 S Cicero Ave
Bedford Park, IL 60638-5836
Business hours
Today,8:00 AM - 5:00 PM
| MMonday | 8:00 AM - 5:00 PM |
|---|---|
| TTuesday | 8:00 AM - 5:00 PM |
| WWednesday | 8:00 AM - 5:00 PM |
| ThThursday | 8:00 AM - 5:00 PM |
| FFriday | 8:00 AM - 5:00 PM |
| SaSaturday | Closed |
| SuSunday | Closed |
Customer Complaints Summary
442 total complaints in the last 3 years.
253 complaints closed in the last 12 months.