ComplaintsforFirst Chicago Insurance Co.

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was involved in a car accident on 8/9/2024 by one of their insured drivers. I filed a claim with his insurance, as he was found at fault. The claim was filed and I have not heard from the company since. No one has returned my calls nor came to inspect my vehicle.

  Business response

  08/13/2024

  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.  The Company will contact the complainant within 2 business days to discuss their concern. 

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/18/24, a driver who is insured with First Chicago Insurance hit the back of my SUV. I filed an accident claim the same day but did not hear from anyone for 10 days until I repeatedly called them to speak with a person in Claims. For the past 2 weeks, I have been providing them with time/date stamped photos, the police report, and all the other information that they have asked for.The claims ***** does not answer the phone or ************* want to do everything via text message, but then don't reply to my text messages with anything that is moving the claim forward.It seems they are purposely moving very slowly to accept liability and pay this claim in a reasonable timeframe.

  Business response

  08/05/2024

  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. 

  Customer response

  08/05/2024

   
  Complaint: 22084648
  
  I am rejecting this response because: This is a generic response. First Chicago seems to have a long line of customers & claimants that are promised a response, but they keep getting delays and stalling from anyone they are able to contact at the company.  They never answer the phone or emails and insist on communicating via text messages. 
  
  Sincerely,
  
  *********************

  Business response

  08/06/2024

  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. 

  Customer response

  08/06/2024

   
  Complaint: 22084648
  
  I am rejecting this response because: This is a generic response again!

  No one from First Chicago has contacted me since August 2nd and the claims rep just told me she was waiting for information to proceed and that an appraiser would contact me (since they don't accept repair estimates from outside their appraiser). She did not offer many details or explain the process and/or timeline (as if she did not want to be bothered by me).

  A third party appraiser came out yesterday and took pictures of my vehicle so I guess I am waiting for First Chicago to accepted liability for this claim and approval to proceed with my vehicle repair. 

  My insurance company has contacted them several times and has not received a reply. 

  Sincerely,
  
  *********************

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A deer ran into my car on a highway on May 17th and I've spent countless hours trying to communicate with this company and i sit on hold for no less than 1 hour each time, 4 hours the most recent time only to have no update at all. They tell you they'll submit a request for your adjuster to call you but they never do. All the information I have so far is that my car is totaled. It's been 2 and a half months. My adjuster has NEVER contacted me. Any information I am given is after I call over and over again. This is the worst experience with a company I've ever had. My husband almost lost his job over us not having a vehicle. They are so hard to work with.

  Business response

  08/05/2024

  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

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  CUSTOMER: ***************************** CLAIM # ********** The adjuster on this claim is non response and will not do there job in assisting this customer who has ********************** coverage through First Chicago. Although First Chicago is notorious for being unreliable, unresponsive, and denying claims without notice or explanation, it still does not make this behavior okay. Any messages left by Prestige or the customer have not been addressed and the vehicle has been accruing fees in the impound lot and we know that when First Chicago does this, they don't respond for weeks and then claim they cannot cover because the fees are too high even though they are the ones who wait weeks on end to even work the claim. I am requesting a call back from the adjuster as soon as possible to let us know what is going on with this claim and if and why First Chicago is not covering this loss. I have left messages with our contact information. Please follow up ASAP

  Business response

  08/02/2024

  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

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The company refuses to return my numerous calls about my collision claim. I have emailed and was told to call the claims number that I have been trying. Was also told the company would do nothing without more information provided by calling the number attached to the email. (The same number I've been calling for weeks). My collision claim was determined to be the other drivers fault and now almost a year later the other driver has filed a lawsuit against me asking for medical expenses for injuries caused in the collision. I notified first chicago insurance company about this and they still refuse to Cooperate with contacting me.

  Business response

  08/01/2024

  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. 
  

  Customer response

  08/02/2024

   
  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. I am hopeful that communication can remain without third party involvement. This is the second time I've had to involve better business bureau regarding interactions with this company. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid the body shop for car rental while my car was being repaired From May 31, 2024- June 18, 2024. The insurance company has not sent payment to me for reimbursement of the rental car. I sent them an email with the address to sent the check to on July 26, 2024. Attached is the invoice I sent to the insurance company. I have rental coverage on my policy. The claim number is 24OHZ-00000050.

  Business response

  07/29/2024

  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. 
  

  Customer response

  07/30/2024

   
  Complaint: 22049380
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer response

  07/30/2024

  I sent the business an email to ********************************* with the paid invoice attached to my response and to this complaint and have not hear back from her or the business regarding the status of the check being sent to my PO Box ****** ********************.

  Business response

  07/30/2024

  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. 

  Customer response

  08/12/2024

   
  Complaint: 22049380
  
  I am rejecting this response because:
  This is a response from the business, however I have not received the check to my po box as of today.
  Sincerely,
  
  *************************

  Business response

  08/12/2024

  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.  The Company will contact the complainant within 2 business days to discuss their concern. 

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive had to deal with a few insurance companies in my life of the other party but never have any treat me like my insurance company-so disappointed. With other things going on in my life right now, this is the last thing I need on my plate. First Chicago is my auto insurance company for one of my vehicles. First time ever filing a claim with my carrier and Im in my 50s. On 6/6 my ******************************************************* a car accident. on 6/12 received the Police Report. I then filed a claim with First Chicago Insurance. I have rental coverage on my policy yet they tell me that I have to pay for the rental up front and they will reimburse when the claim is finished. Something told me no to not getting the rental and now I know why. They inform me that an adjuster will be assigned. The adjuster called me to go over the claim, he then stated he needed to speak with my daughter who was driving, I bought the vehicle for her. He spoke with her on 6/18 he then stated he will forward this claim for approval to management. Never asked for pictures, never asked for keys, never asked about mileage but yet he told me an estimate was completed but couldnt give me details. The car is a total loss just by looking at it. The car will not start. Didnt hear from him. On 7/1 the leinholder calls and the adjuster told him that the car was repairable, I was asked to make a payment. First Chicago is still billing me. I call the adjuster to ask him whats going on with the claim he then tells me that he needs proof of residency because the address on the policy and the address ********* gave is 2 different addresses. I told him that both addresses are in my name for 2 years and we had just recently finished moving to the 2nd address. Sent him proof of utility bills because thats what he asked for. He claims he not getting them. July 15th he calls saying he sent back to ****. its 7/25 still havent heard back-no return calls. This is a company acting in bad faith.

  Business response

  07/26/2024

  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. 

  Customer response

  08/05/2024

  Complaint: 22047318
  
  I am rejecting this response because: I have not heard from Chicago Insurance.. its been going on 2 months.
  
  Sincerely,
  
  *****************************;   

  Business response

  08/06/2024

  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. 

  Customer response

  08/06/2024

   
  Complaint: 22047318
  
  I am rejecting this response because: No resolution and this is a total loss claim. the accident was 6/06/24. This is a good, simple claim yet First Chicago is stalling. They are acting in bad faith and asking for documents that are completely unnecessary. They are coming up with ways to deny the claim. I am their insured and look how they treat their customers. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was in a car accident on 3/15/24 where to other driver went thru a red light and hit me. The other driver was insured by First Chicago Insurance. It is now 4 months later, and First Chicago refuses to pay for the accident. My car was totaled and I had to get another one. My insurance company reimbursed me for the current value of my car, but I had to pay a $500 deductible. First Chicago Insurance needs to do what Insurance companies are supposed to do, which is take care of their customers and anyone else involved in the accident. They are willfully not doing this. First Chicago Insurance needs to reimburse my insurance company so that I can get my $500 deductible back and my insurance won't go up.

  Business response

  07/18/2024

  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. 

  Customer response

  07/22/2024

   
  Complaint: 22009868
  
  I am rejecting this response because: It does not address anything, it is a generic response and they have not contacted me.
  
  Sincerely,
  
  *****************************

  Business response

  08/01/2024

  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. 
  

  Customer response

  08/01/2024

   
  Complaint: 22009868
  
  I am rejecting this response because the claim was just handed off to another department within the First Chicago Insurance company. This is just another way to delay the process and string us along in hopes that we either give up or forget about it. This will not happen. The person that I spoke to on the phone at First Chicago Insurance said that this could take a YEAR to complete. This is completely unacceptable by any standards. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been waiting since June for a reply to accident that happened ouside my home with my car. And appraiser had been out twice. Because now the car been broken into. And attempt to steal my car. And i have been told that my claim is under management reveiw. This has been going on for a whole month now. What do i do. I now have to claims in. With no results. I call every day.

  Business response

  07/16/2024

  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

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 3rd, *************************************** (the insured) hit my car while pulling out of a parking space in the ******** parking lot (*****************************************************). I filed a claim with Monark Insurance and submitted all the necessary paperwork and photos pertaining to the claim (Claim# **ULV26662). Since submitting all necessary paperwork, taking the car in to be assessed for repairs, and being assigned an adjuster (Jewel ******* with First Chicago Insurance Company), it has been almost 2 months and I have not heard back from the adjuster. We have made several attempts to contact the adjuster via calls, voicemails, and email. On Julky 9th, Monark Insurance sent the adjuster an email regarding this issue and we still do not have a response. Furthermore, yesterday, July 10th, ****** from the **************************** gave me the number to the adjuster's supervisor, ****** at ************. I called and left a voicemail and still, no one has comtacted me about my claim. The recorging line for First Chicago Insurance Company states that it usually takes 2 business days to get a reply but this has not been the case, as it have been several weeks with not response.

  Business response

  07/14/2024

  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. 

  Customer response

  07/18/2024

   
  Complaint: 21975297
  
  I am rejecting this response because:
  The adjuster called and left a voicemail on 7/15/2024, a day after this complaint was filed. In the voicemail, ******* stated that the damages to the vehicle estimate was $2248.79, and that we needed to take the vehicle to the shop to see if there is any additional damages that needs to be included. ******* also stated that they were going to mail a check out to me for this amount.

  I have an issue with this, as I don't want a check for the damages, but would rather payment made directly to the shop for repairs to my car. I tried calling the adjuster to respont to the voicemail, but again, no answer. I left a few voicemeils. I also called the repair shop to confirm the estimate for repairs, but was told that they did not inspect the vehicle for damages, and that it was the adjuster's office who actually used their space to inspect the vehicle. At this moment, I am not sure if a qualified technician/mechanic actually inspected my vehicle and gave an accurate estimate. This estimate of $2248.79 is questionable, as I find it very difficult that a replacement door, wheel, rear panel, and repainting will only cost that amount. This is why I would rather payment be made in whole directly to the repir shop for the needed repairs.

  There is also the question of a rental car while my vehicle will be in the repair shop. This was not addressed in the voicemail I received. I will need a rental car while my vehicle is being repaired. The repair shop stated that they will need to inspect the vehicle first, before they can say how long repairs to the vehicle will take. This further confirms that the sop didnt actually give this estimate.

  Sincerely,
  
  *************************

  Business response

  07/28/2024

  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. 

*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. ↩