ComplaintsforFirst Chicago Insurance Co.

• Initial Complaint

  07/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  CLAIM # KSB65290 Our vehicle was involved in a head on collision in *********** on May 22, 2020. He crossed over a double yellow line and struck our flat bed truck. Fortunately no injuries. We have the police report, we even have it on video. We have photos of their insured standing by his vehicle. Out total damages were over $17,000.00. Initial correspondence with First Chicago they stated they did not see the other vehicle on their policy but that then shifted to a VERBAL denial of the claim due to their insured not being cooperative. Since then, no responses to all phone calls (all go to voice mail) no return of those voice mail messages. I attempted to use their website but no response. This is completely unacceptable and this company will not incur this cost without a fight. We do intend to file a lawsuit against First Chicago. Maybe this will get their atention

  Business response

  07/15/2022

  July 15, 2022
  
  
  
  Better Business Bureau of Chicago & Northern ********, ********************************************************************************************************** 60611
  
  RE:          Complaint ID#:  ********
  Consumer: ***********************
                  Claim Number: 22KSB65290
  
  Please allow this to serve as our response to the above captioned matter.
  
  During the Companys investigation into coverage for this loss, the insured failed to cooperate with the investigation into this matter as is required by the policy for insurance.As such, coverage for this claim has been denied. This denial has been communicated to the consumer, and ********* *******, the insured company for the consumer. This matter has been closed as there is no coverage for this loss.
  
  Please contact me if you have any questions, or if you need anything else.
  
  Respectfully,
  
  
  *****************
  Casualty Director
  Phone: ************
  

  Customer response

  07/15/2022

   
  Complaint: 17541140
  
  I am rejecting this response because: No correspondence was ever sent to ***** Rentals nor was it sent to ********* *******. That is a bald face LIE. I wouldn't have needed to continue to try to reach out to First Chicago if those documents were already in our claim file. Complete fabrication on your part and I resent it. Can't do nothing about it though but will continue to advise each and every person that I work with or associated with just how bad of a company First Chicago is. Do you even see these complaints? Are we all wrong?/ No....
  
  Sincerely,
  
  ***********************

  Business response

  07/19/2022

  July 19, 2022
  
  
  
  Better Business Bureau of Chicago & Northern ********, ********************************************************************************************************** 60611
  
  RE:          Complaint ID#:  ********
  Consumer: ***********************
                  Claim Number: 22KSB65290
  
  Dear Better Business Bureau of Chicago & Northern ********, Inc.:
  
  Please allow this to serve as our response to the consumers rejection to the previously provided response.
  
  ********* ******* was made aware of the denial with a copy of the letter emailed, faxed, and sent via **** on April 15, 2021. On July 1, 2021, the Adjuster was requested to send another copy of the denial letter to ********* ******* to ********************** She complied with this request and the letter was sent a second time.
  
  *********** was not aware a copy of the letter was required by ***** until ************* spoke with a Claims Representative on July 11, 2022. She promptly sent a copy of the letter, per his request, to *************************
  
  Please contact me if you have any questions, or if you need anything else.
  
  Respectfully,
  
  
  *****************
  Casualty Director
  Phone: ************

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  First Chicago Insurance insures the vehicle of the individual who rear-ended my vehicle on May 19, 2022. I submitted the claim to them on May 20, 2022 (Claim No. 22INA91950). Since that time I have received no communications initiated by First Chicago. I have called on occasion and spoken to customer service reps and the adjuster assigned to my case. Each time they tell me that someone should be contacting me in 3-5 business days. However, no one ever contacts me. I have left messages for management on their management "hotline" and they say that my call will be returned in 24 hours. It is not returned at all. In the last conversation I had with the adjuster, he promised (after I specifically asked) that I would have the preliminary estimate of damage by no later than June 29, 2022. Today is June 30, 2022 and I have not received the preliminary estimate, nor have I gotten any communication from anyone at First Chicago. I do not reach any live person when calling them; I am only asked to leave messages. I cannot get this business to be responsive in any way. It has been nearly a month and a half since their insured rear-ended my vehicle and I have not even been able to take my vehicle in for a repair estimate because I cannot get First Chicago to respond to any of my messages or to send me the preliminary estimate. This is a very shady and unprofessional business operation that I have unfortunately been forced to deal with.

  Business response

  07/06/2022

  July 6, 2022
  
  Better Business Bureau of Chicago & Northern ********, Inc.
  330 *******************, Suite 3120
  Chicago,******** 60611
  
  Complaint ID#:  ********
  Consumer: ***************************
  Claim Number: 22INA91950
  
  Please allow this to serve as our response to the above captioned matter.
  
  The claim was reported by the Complainant and their vehicle was scheduled for inspection with an independent appraiser upon report. The inspection yielded a preliminary estimate equating to $2,193.15. The claim remained open pending return contact from our insured to obtain a statement clearing coverage and liability.
  
  After repeated attempts by phone and in writing the Company was able to reach our insured on 7/1/22 and obtained their statement clearing coverage and liability. The Company called the Complainant on 7/6/22, we left a voice message advising them of the claim approval. The Company emailed the Complainant a copy of the approved estimate and issued settlement.
  
  The Company came to a swift resolution of the claim once we were able to obtain the cooperation of our insured to clear coverage and liability. Immediately upon the clearing of coverage and liability a copy of the estimate was released along with settlement to the Complainant.
  
  Based on the aforementioned the Company feels it has handled the claim accordingly and will communicate with the Complainant upon return contact.  
  
  Respectfully,
  
  ***************************
  Property Damage Director
  Phone: ************

  Customer response

  07/13/2022

   
  Complaint: 17506045
  
  I am rejecting this response because:

  The response is correct that I did receive the preliminary estimate on the date indicated. That is what was needed to get this matter moving forward. However, the business' response entirely leaves out any mention of its severe lack of communication. It does not discuss the fact that each time I called the "management hotline" that states that someone from management will return my call within 24 hours, I received absolutely no response. It also does not discuss the many, many times I was told by either a random customer service rep (because that was usually the only person I could get to answer the phone) or my claim adjuster that something would be taken care of within a certain amount of business days (usually 3-5) and it never was. It does not address the fact that I never received any communication regarding the delay on the part of their insured and how it was affecting my claim. It does not address the fact that it took the filing of a BBB complaint to get them to provide the preliminary estimate. Unfortunately, I must continue working with this unprofessional organization until my car is repaired. It is likely that the body shop will need to submit supplemental claims and it is also likely that I will have to get a rental car during the time my car is being repaired. The business' response has done nothing to satisfy or convince me that I will not encounter the same lack of communication as I proceed to get my car repaired. It is clear from previous BBB complaints that this is a major and ongoing problem for this company. I will not be satisfied with this business' response until such time as my car is repaired and I have been reimbursed for any rental car expenses without having to further deal with this company's lack of communication and response.

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

  Business response

  07/20/2022

  July 20, 2022
  
  
  
  
  Better Business Bureau of Chicago & Northern ********, ********************************************************************************************************** 60611
  
  RE:          Complaint ID#:  ********
  Consumer: ***************************
                  Claim Number: 22INA91950
  
  Please allow this to serve as our response to the above captioned matter.
  
  Please be advised that an offer of settlement was extended to **************** on July 6, 2022 at 1:27pm via email to ******************** In this email,the adjuster ***************************** extended an offer and presented **************** with a copy of the approved estimate. To date ****************** is waiting on a response to this offer. If the offer is accepted settlement payment will be issued in the amount of the estimate provided.
  
  Please contact me if you have any questions, or if you need anything else.
  
  Respectfully,
  
  
  *****************
  Casualty Director
  Phone: ************
  
  

  Customer response

  07/21/2022

   
  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 am not going to drag this out because this business has already wasted enough of my time as it is. I am satisfied that I did finally receive the preliminary estimate. I was instructed by the adjuster ***************************** to "present this copy of our estimate to your preferred shop of choice, once shop receives our estimate if there are any supplements that needs to be reviewed then they will send it to the appraisal the [sic] wrote the estimate." This is what I have done. I highly suspect that the shop will request supplements because the preliminary estimate was low, but we will cross that bridge when we come to it. My car could not be scheduled for service until October. If I have additional problems with First Chicago at that time, I will file another BBB complaint. This particular complaint can be closed.

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

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Claim # ***** I was supposed to be reimbursed for rental fees from this company. I was told by ***************************** to send the receipts and paperwork from the rental company. I sent it once on 1-21-2022 she said it was the wrong paper. I sent the final notice and receipts everything I was suppose to send again on 2-25-2022 and never got a call response or nothing. When I call they never answer or Im out on hold for hours then hung up on. I dont know what to do now I feel they are just hoping I go away so they dont have to pay

  Business response

  07/05/2022

  July 5, 2022
  
  Better Business Bureau of Chicago &Northern ********, Inc.
  ********************************************************** Chicago, ******** 60611
  
  
  RE:       Complaint ID#: ********
  Consumer: ***********************************
              Claim Number: 21INA85883
  
  The Company received the attached rental invoice from the Complainant on 1/24/22. The Complainants policy is a rental reimbursement policy & the receipt attached does not reflect payment has been made to the rental provider. The Company called the Complainant on 1/24/22 and advised we would need proof the rental had been paid to consider direct reimbursement.
  
  As of 6/30/22 the Company still had not received proof of payment for the rental and a call was placed to the Complainant, unfortunately their voicemail box was full, and we were unable to leave a message.
  
  Based on the aforementioned, we believe we have acted properly in our handling of the claim and upon receipt of proofs confirming the rental has been paid the Company will be able to review the invoice for reimbursement.
  
  Sincerely,
  
  ***************************
  Property Damage Director
  **************

• Initial Complaint

  06/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Accident date 4/24/22 *********** report filed 4/24/22 On 4/24 , First Chicago insured driver backed up at a red light and struck my vehicle causing minor damage. Insured driver left the scene when light changed to green. I immediately filed a police report. I was able to get insureds licensed plate . Officer who took report stated they would contact other driver. Do to First Chicago insured driver leaving the scene there was a delay in the report getting done and the claim being filed. II filed a claim with First Chicago as soon as I received the insureds insurance information. I was advised that an adjuster would contact me within 3-5 business days-I never received any call from adjuster. I called into First Chicago multiple times and was eventually given the adjusters name and extension. I left her messages directly. On 6/2 I was connected to the adjuster Moniques superviser ********************* as I still had not been contacted by the assigned adjuster at all. ********************* claimed that first Chicago was still waiting for police report from police department. I had the police report and emailed to *********************. She acknowledged receipt on 6/2. She said she would have ******* call me. Adjuster did finally call me on 6/3. She did not even ask me about the incident at all. She simply stated as did the supervisor that they were still trying to contact their insured driver and that the insured driver was not returning f their calls. They did eventually get in contact with driver. They then assigned an appraiser to come look at my vehicle. So on 6/6/22 a third party appraiser came and spent about 5 minutes looking at my car and left. I had already submitted pictures. According to third party appraiser, she submitted estimate to First Chicago on 6/6. First Chicago stated estimate was received but not submitted for approval by ******* same day per policy but it was not. Claim has been denied due to errors and misinformation. Claim number 22ILV91753. Please contact me

  Business response

  06/24/2022

  June 23, 2022
  
  Better Business Bureau of Chicago & Northern ********, Inc.
  ********************************************************** Chicago, ******** 60611
  
  Complaint ID#:  ********
  Consumer: *******************
  Claim Number: 22ILV91753
  
  Please allow this to serve as our response to the above captioned matter.
  
  The claim was reported by the Complainant on 5/16/22 advising that she was involved in an accident on 4/24/2022 with our named insured.  ************** advised that our insured reversed at a stop light striking her vehicle and then left the scene. 
  
  On Friday, 5/17/22 the file was assigned to the adjuster.  It was reviewed and calls placed to the insured to confirm facts with no success and the police report was ordered.
  
  On 5/31/22 a call was placed to the insureds agent for updated contact information, however, the agent had the same contact information as the company.  A call was received from the complainant and she was provided status on two separate occasions advising of the coverage issue and need for cooperation by our insured.  Contact was made with our insured and a statement received.  The claim was denied on liability to the complainant 6/13/22.
  
  Based on the aforementioned the Company feels we have acted appropriately as guided by the facts and policy of insurance.
  
  Respectfully,
  
  *********************
  Sr. Property Damage Director
  Phone: ************

  Customer response

  06/28/2022

   
  Complaint: 17460908
  
  I am rejecting this response because: I feel that the insurance company failed to consider all of the information provided in making their decision. They have cherry picked details from the police report to try to justify the decision while completely disregarding anything that waould have affected the insured negatively.They blanently overlooked facts such as  their insured leaving the scene and having to be tracked down. They are refusing to even allow me the chance to appeal the decision. Their lack of professionalism from the moment I filed the claim against their insured has been time consuming and frustrating. I feel as if the have tried dodging this claim, not returning phone calls, or telling me I would get responses within certain time frames then never calling. I continuously had to call them to get responses. I had to call the adjusters superviser to even get an initial response from the assigned adjuster. O I just want to be compensated for the damage to my vehicle. I feel the claim was mishandled by the adjuster *******. She had a bit of an attitude as if I was bothering her and she was unconvinced.  The facts are- The claim was poorly handled, the adjuster cherry picked the report while outright ignoring other details. She never actually asked me for my side at all , i felt I was lied to about timeframes as to when info was received. I had to provide them the police report for crying out loud. The assigned adjuster simply did not do her job. Now they are refusing to allow me to even appeal the decision which is something I have never heard of before with an insurance company. This is why I do not accept . 
  
  Sincerely,
  
  *******************

  Business response

  06/29/2022

  June 29, 2022
  
  Better Business Bureau of Chicago & Northern ********, Inc.
  ********************************************************** Chicago, ******** 60611
  
  
  Complaint ID#:  ********
  Consumer: *******************
  Claim Number: 22ILV91753
  
  Please allow this to serve as a response.
  
  The Company completed a full claims investigation, and all information was taken into consideration regarding the claim.  The reported facts from the complainant differed from our insured.  Liability was denied to the complainant based on our insureds statement and other factors.
  
  It is never easy for an insurance company to deny a claim, nor is it easy for one to accept the denial; however, we feel we have acted properly in our handling of this claim.
  
  Respectfully,
  
  *********************
  Sr. Property Damage Director
  Phone: ************
  

  Customer response

  06/29/2022

   
  Complaint: 17460908
  
  I am rejecting this response because:
  I feel this is a ge real blanket response and does not address the specific issues I mentioned. As I stated - their insured backed up at a red light and struck my vehicle and left the scene not knowing if there was damage or not.  The insured actually turned back and looked at me when it happened and then fled when light turned green.  First Chicago is taking the stance that well she said she did not hit you as total proof of innocence and disregarding the facts that since she left the scene, admitting g after the fact that she did hit me would be basically admitting hit and run of course she wont admit guilt!! Further her lack of cooperation , First Chicago admitted to having trouble contacting the insured but was able to eventually make comtact. Thus the insured is fully responsible for any delays in claim being filed as the police had to tracked down then she would not cooperate with first Chicago when contact lets by them. First Chicago stated multiple times well due to the delay I. Reporti g as one of the excuses for denying. Again adjuster failed to look objectively at ALL info. Flat out using only the insureds denial as the sole reason for denial. Also again the refusal to allow any appeal- something I have never heard of.  Tess reason are why I reject the response Dr.
  Sincerely,
  
  *******************

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a claim with First Chicago Insurance Company online on Sunday 6/19/22. I also called their 24 hour claim line and got no response just an hour and a half of hold music. I called again on Monday 6/20/22 to try to ensure my claim actually went through (I never received an email confirmation or phone call despite the form saying I would get a call in 24 hours. After another hour on hold I got someone that could tell me my claim was filed, but did not give me the number. I called back again later that day and after 40 minutes of hold music, the first person I was able to speak to did give me a claim number, but when I asked about the appraiser being assigned and when I might expect some news she put me on hold again and never came back. I hung up after 1 hour and 20 minutes of waiting for her return. I called back twice (before the close of business yesterday at 4pm and just got sent to voicemail each time after a 20 minute hold. I have called 3 times today (06/21/22) beginning at 9:30am and have been sent to voicemail after that 20 minute hold each time. I have left detailed messages 3 out of the 4 times and have heard nothing back.

  Business response

  06/28/2022

  June 28, 2022
  
  
  Better Business Bureau of Chicago & Northern ********, ********************************************************************************************************** 60611
  
  RE:          Complaint ID#:  ********
  Consumer: *****************************
                  Claim Number: 22KSB93159
  
  Please allow this to serve as our response to the above captioned matter.
  
  Lauren ********* claim was received, responded to, and an inspection for her damaged 2019 ********** Jetta. Adjuster *************************** has been in contact with *****************************,obtained her statement regarding the facts of the accident, requested photos obtained by *****************************, and explained the claim investigation process.
  
  At this time the Company is still attempting to obtain a statement from our insured involved in the accident.Upon completion of our investigation and receipt of Lauren ********* 2019 ********** Jetta estimate and photos, we will proceed accordingly with resolution to her claim.
  
  Please contact me if you have any questions, or if you need anything else.
  
  Respectfully,
  
  
  *****************
  Casualty Director
  Phone: ************
  

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company provides me with full coverage auto insurance. Ive never missed a payment. Around December 17 my son was in a car accident in my car and to this day they havent resolved my issue. Ive been without a car for 6 months and theyre still not making any attempt to solve this issue

  Business response

  06/23/2022

  June 23, 2022
  
  Better Business Bureau of Chicago & Northern ********, Inc.
  ********************************************************** Chicago, ******** 60611
  
  
  Complaint ID#:  ********
  Consumer: *************************
  Claim Number: 21INA86612
  
  Please allow this to serve as our response to the above captioned matter.
  
  The Complainant had 2 losses with the Company. The first loss was reported by the Complainant advising that her son, an unscheduled operator, was involved in a loss while driving her vehicle. After completing our investigation,the Company determined the son had been a household resident for more than 30 days prior to the loss and coverage would be excluded. The policy reads:
  
  PART V PHYSICAL DAMAGE
  Exclusions: This policy does not apply under Part V:
  dd) if any automobile is being operated by any person:
  not listed on the policy, who has been a resident of your household for more than 30 days. You must notify the company within 30 days of the time when a person becomes a resident who was not listed on the policy.
  
  The second loss was reported as a vandalism, the Complainant advised someone stole the door to the vehicle. The Company recently received a copy of the police report, and the information is under review.
  The Company is currently investigating coverage and will be following up with the Complainant for a recorded statement.
  
  Based on the aforementioned the Company feels we have handled the claims accordingly thus far.
  
  Respectfully,
  
  ***************************
  Property Damage Director
  Phone: ************

• Initial Complaint

  06/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First Chicago Insurance/******** Ins. represents a person who ran a red light and totaled my car on 5/17/2022 in **************, **. They will not take my call and have failed to pay for damages. I have filed a complaint with the ***** Department of Insurance, that is where the driver is from and where they purchased the policy. I would like help from ******** BBB since thy company is out of ************, **.

  Business response

  06/22/2022

  June 22, 2022 
  
  
  
  Dispute Resolution Department
  BBB Serving Chicago and Northern ********
  
  
  Re:       Case #:                        17419425
              Claim Number :           22TXM72780
              Policy Number:           TXM194092-00
              Insured                       *****************************************
              Complainant    :           **** Salsburey           
              Date of Loss    :           5/17/2022       
  
  
  ******** *********************** for First Chicago Insurance Company has received the letter dated June 13, 2022, with regards to the complaint filed by ***************************.
  
  We have thoroughly reviewed the complaint submitted by ***************************. The claim was called into our office by our insured on May 18, 2022.  An acknowledgement letter was sent to our insured only as we did not have any information on the complainant.     
  
  We were able to make contact with the complainant on May 28, 2022, and discussed the facts of the loss.  At that time, we assigned an appraiser to inspect the vehicle.  The vehicle has since been determined as a total loss and we have had several discussions on the phone and over email with respect to the settlement of the claim.  When the claim is resolved, we will advise your office. 
  
  If you have any further questions, please feel free to contact me at **************.
  
  
  Sincerely,
  
  ********************************
  
  ********************************
  Vice President of Claims

• Initial Complaint

  05/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Some guy plowed into the right back side of my car on 12/26/21. The at-fault driver is insured by First Chicago Insurance. They contacted me at the end of January and sent someone out from third-party appraiser for the supplement within a few days, but we could not get into a body shop until 4/11. Insurance company told me they would cover a rental starting when my car entered the shop. On 4/13 the body shop submitted a supplement to the third party claims website (as instructed - they use the company SCA). On 4/21 - I emailed the contact at First Chicago (*********************) because no update 4/22 - she calls acknowledging claim and says shell push through management review by EOD 4/25 - still hearing nothing I email again for an update. Shes out of office until 5/2 Meanwhile body shop guy gets ahold of someone different they go back and forth on claim and as of 5/13 were still fighting on a remaining $2k. So I email again and ask why they cant send a physical person to look at car and talk to to body shop. Which at that point they did. Came to an agreement last week and got that approved. It has been 5 days since they approved and body shop still doesn't have the final money. Nor has he been able to order the parts because he can't until it's approved. I tried to do the right thing and turned the rental car in on 5/13 because I was on vacation for a week. Now that Im back and the car isnt done, I need another one. But theyre trying to claim theyre only covering 16 days of a rental car because thats the reasonable estimate to fix. And the lady is trying to claim the second supplement was submitted last week when I have emails in April where she acknowledged the second supplement. The fact that the car sat for 3 extra weeks is their negligence. The initial 30 day rental was $900 and they claimed they will only cover ~$400. The body shop can not give me a remaining estimate of time to fix until the final supplement clears.

  Business response

  06/01/2022

  June 1, 2022
  
  
  Better Business Bureau of Chicago & Northern ********, Inc.
  330 *******************, Suite 3120
  Chicago,******** 60611
  
  RE: Complaint ID#:  ********
  Consumer: *********************************
  Claim Number: 21INA86825
  
  Please allow this to serve as our follow up response to the above captioned matter. The claim was reported to the Company on 12/27/21, upon initial report the Company did not have contact information for the Complainant. The Company received contact information for the Complainant on 1/11/22 and the vehicle was scheduled for inspection with an independent appraiser.
  
  The Preliminary estimate was received on 1/19/22, and the Company called the Complainant to resolve the claim on 1/25/22. The preliminary settlement equated to $2,797.44. The Complainant vehicle went into the repair facility in mid-April and the Company has reviewed multiple supplemental requests from the shop/independent appraiser. The Company issued a supplement on 4/28/22 equating to $1,637.04, a copy of the supplement was sent to the shop. An additional supplemental request was received and paid to the shop on 5/20/22 equating to $1,340.64. The Company has received no additional supplemental requests to date.
  
  The Company received and reviewed a paid rental invoice from the Complainant. Based on the reasonable repair time on the estimate/supplements received to date the Company issued a rental reimbursement equating to $417.23 on 5/20/22.
  
  The Company contacted the Complainant on 6/1/22 to discuss her reimbursement. A voice message was left for the Complainant requesting a return call.
  
  Respectfully,
  
  ***************************
  Property Damage Director
  Phone: ************

  Customer response

  06/01/2022

   
  Complaint: 17250581
  
  I am rejecting this response because:

  This issue has nothing to do with the time between the accident and when my car went into the shop. It has to do with the back and forth on supplements, the lack of response or communication from your company, the refusal to pay for a rental car when you have sat on supplements for weeks at a time, and you failing to consider the massive lag time in your process as days I need a rental car.

  My car went into the shop on 4/11/22. The body shop submitted a supplement on 4/13, which as you admitted was not approved until 4/28, a 15 day lag time during which I emailed the company multiple times receiving no response and the body shop also called multiple times a week trying to reach SCA or someone at your company. 

  The supplement received on 4/28 was less than half of what the body shop needed, as evidenced through emails. After 3 weeks of back and forth on emails getting nowhere, I finally broke down someone on the appraiser team and they sent someone from SCA back out the week of 5/13, AN ENTIRE MONTH LATER. You took an ENTIRE month to even have someone discuss the supplement with the body shop. The additional claim, which the body shop and the appraiser had supposedly agreed upon was submitted and "approved" by 5/20 as you mentioned. The body shop did not receive the supplement until 5/25 at which point they are still $1,060 short because parts, paint and labor that were approved on the previous supplement were removed. I have contacted your company multiple times asking for the justification for the discrepancy between what the body shop and appraiser agreed upon and what was approved on 5/20/received on 5/25. I have heard nothing in the past 6 days. 

  In addition, no one called me today, 6/1/22. My phone number is ************. 

  I will recognize that the initial rental for 32 days supposedly has been approved, as of today 6/1, to be covered versus the completely negligent initial payment for only 16 of the original 32 days. However, that again does not consider all this back and forth I've had to put up with since I turned in the first rental on 5/13 (because I went on vacation for 10 days and wanted to do the right thing and turn it in while I did not need it) and waiting time that is completely the fault of your company after I returned from vacation. The body shop is still on hold. They cannot finish my car or order all the parts, and each day that passes is another day that I need a rental car. I want my car back. I want my car fixed. 

  Your driver plowed into ME. I am not at fault. Plus, I have managed this entire case post initial contact. The body shop and I have had to reach out MULTIPLE times trying to just get a response and waiting weeks at a time for any communication. The additional stress you have inflicted upon me on top of the stress of being hit by your insured is completely absurd. I have spent so many hours and so has the body shop just trying to move this case along because your company is negligent. And there's no way I should be the one out money in this situation because you are approving parts, paint, and labor and then adjusting it out with no justification. 

  The body shop is ****************** in **************. ******* is handling it. The phone number is ************. I have asked the body shop to submit ANOTHER supplement for the parts your company had previously approved and then took back. I expect this to be approved as soon as possible. Keep in mind each day will be another that you truly are obligated to reimburse me for a rental. Hopefully none of the 7 parts you removed are on back order because again that will just increase the time.

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

  Business response

  06/06/2022

  June 6, 2022
  
  
  Better Business Bureau of Chicago & Northern ********, ********************************************************************************************************** 60611
  
  RE: Complaint ID#:  ********
  Consumer: *********************************
  Claim Number: 21INA86825
  
  Please allow this to serve as our follow up response to the above captioned matter.
  
  The Company called the Complainant *************) twice on 6/1/22 each time the number went straight to voicemail and we were unable to leave messages.
  
  The Company has issued reimbursement for the $900.00 in rental based on paid invoices received to date.We are reviewing additional supplemental information sent in by the Complainants repair facility of choice and addressing any discrepancies in supplements. The Company will reach out to the Complainant and her repair facility of choice as soon as the additional supplement is completed by the independent appraiser.
  
  Based on the aforementioned the Company again feels it has handled the claim accordingly.
  
  Respectfully,
  
  ***************************
  Property Damage Director
  Phone: ************
  

  Customer response

  06/09/2022

   
  Complaint: 17250581
  
  I am rejecting this response because:
  

  You have not and are not handling this appropriately. 

  1. You sat on a supplement from 4/13-the first week of May with no communication. I chased you down. The Body Shop chased SCA down and you. Weeks went by with no communication.

  2. The Body Shop has submitted supplements multiple times. The ask has not changed since 4/13. He does not keep finding things and submitting new items. These are items he needs to restore my car from the damage your insured has done. Multiple times whether it is someone from SCA or someone from your company the Body Shop was given the impression an agreement was reached. Then he receives a supplement back that is messed up with multiple items removed. 

  It has been almost a month since someone from SCA went out to look at the car for the second time (the week of 5/13). They spoke to the Body Shop and came to an agreement. The supplement received on 5/25 did not match what they discussed. I immediately notified via email. You ignored me for a week, and no one contacted the Body Shop until 6/3. 10 days. 10 days to call after removing items that you approved on a supplement back at the beginning of May. Someone from your appraisal team called the Body Shop and discussed why he needs the items, which he had already discussed/approved with SCA. Your appraisal team asked him to send over the items on 6/3, and he did. What he received back yesterday 6/8 was still messed up. Communication attached. 

  The body shop has justification for why they need the parts to put my car back together. What is your justification for approving items then removing them? What is your justification for dragging this out for 2 months? What is your justification for not approving costs to restore my car that your insured damaged? What is your justification for fighting him on the last ~$1000 for the last month when you could have just approved it and saved the 30+ rental days you now will have to reimburse me which will be close to that same amount? 

  I did not receive your phone calls. But you need to talk to the body shop. I already gave you the number, but here it is again. ************. Ask for *******. 

  Communication is attached. 

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

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter wrecked her car in February 2022. She filed a claim with First Chicago and they confirmed with her the claim was received. We have, as well as the body shop, have reached out on numerous occasions and have not been contacted concerning the claim. It is now mid May, and the body shop has not been given the green light to fix the car. I find this incredibly derelict for a company to not reach out and make an effort to fix this problem.

  Business response

  05/26/2022

  May 26, 2022
  
  
  Better Business Bureau of Chicago & Northern ********, Inc.
  ********************************************************** Chicago, ******** 60611
  
  
  RE:          Complaint ID#: ********
                  Consumer:************************* & *************************
                  Claim Number: 22INA88428

  
  Please allow this to serve as our response to the above captioned matter.
  
  The loss was reported by the Complainant advising she struck a guard rail. Upon initial report of the claim the Complainant advised she did not wish to pursue through her policy for repairs.
  
  The Complainant later contacted the Company requesting to re-open her claim as the dealership was not willing to complete all the repairs on her vehicle without an insurance claim. The Company scheduled the vehicle for inspection with an independent appraiser.
  
  The Complainants preliminary estimate was received equating to $2,250.41-$500 Deductible= $1,750.41.
  
  After obtaining the Complainants statement and time stamped scene photos the Company was able to finalize the investigation and we determined we would be affording coverage.
  
  The Company spoke with the Complainants father advising him of the same and sent a copy of the approved estimate. The Claim remains open pending receipt of a **9 form from the Complainant repair facility of choice. The Company placed a call to the repair facility today to follow up on the **9. Once this document has been received the Company will be able to issue the settlement.
  
  Based on the aforementioned we believe we have handled the claim accordingly and we will maintain an open line of communication with the complainant as we are able to finalize the claim. 
  
  Respectfully,
  
  ***************************
  Property Damage Director
  Phone: ************

  Customer response

  05/26/2022

   
  Complaint: 17207475
  
  I am rejecting this response because: It is evident that they did not include in their response any times or dates.  The information given was true, but they excluded those times/dates for the purpose of not showing how long the response took them, regardless of when my daughter reached back out to them.  She did make a claim immediately, but wanted to see first if the dealership's insurance would cover the damages. Once it was learned that they would not, she reached back out to First Chicago to continue the claim.  First Chicago was very hard to get a hold of.  I even left voicemails with not return calls given.  It should be noted that the body shop used to fix this problem has also reached out several times to First Chicago and did not receive any communication.  The body shop owner expressed his concerns with working with First Chicago when the car was brought in for repair.  He stated that First Chicago is an insurance company that they do no like to work with because they are horrible at responding, which was proven true through this process.  Check out the reviews on ****** as well.  They receive very low reviews due to customer service issues.  
  
  Sincerely,
  
  *************************

  Business response

  06/01/2022

  June 1, 2022
  
  
  
  Better Business Bureau of Chicago &Northern ********, ********************************************************************************************************** 60611
  
  Complaint ID#: ********
  Consumer: ************************* & *************************
  Claim Number:INA88428
  
  Please allow this to serve as our brief follow up response to the above captioned matter.
  
  The Company received a completed W9 form from the Complainant repair facility on 5/24/22 and payment, in the amount of $1,750.41, was issued for repairs.
  
  The Company received 2 supplemental requests from the Complainant repair facility of choice and the supplement payments were issued on 6/1/22 ($236.57 & $88.86).  
  
  The Company will investigate the lack of return contact. The Complainant has now been provided multiple points of contact within the Company to prevent any communication issues.
  
  Respectfully,
  
  ***************************
  Property Damage Director
  Phone:************  

• Initial Complaint

  05/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Holding property longer then they promise. Dragging they feet and not returning calls or emails

  Business response

  05/06/2022

  May 6, 2022
  
  
  Better Business Bureau of Chicago & Northern ********, Inc.
  ********************************************************** Chicago, ******** 60611
  
  
  RE:          Complaint ID#:  ********
                  Consumer: ***********************
                  Claim Number:22ILV88334
  
  Please allow this to serve as our response to the above captioned matter.
  
  The claim was reported by the Complainant on 2/7/22 advising that he was attempting to make a left hand turn on Montague Street when a vehicle travelling behind him attempted to pass him on the left causing the collision.  The other vehicle was reported stolen and fled the scene.
  
  The complainants vehicle was moved by the company to a storage free location to stop the accumulation of storage fees and an inspection was completed.
  
  The estimate was received on 2/23/22 and it was determined the damages were below the deductible due to a surcharge on the policy.  On 4/15/22 the surcharge was waived, and a call was placed to the complainant advising the same.  Payment was issued for the repairs 4/25/22 and the complainants vehicle was relocated to the shop of choice for repairs on 5/6/22.
  
  The Company feels it has acted timely and accurately in handling the claim and the claim is now resolved.
  
  Respectfully,
  
  *********************
  Property Damage Director
  Phone: ************

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