ComplaintsforFirst Chicago Insurance Co.

• Initial Complaint

  02/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a wreck in my car on 10/29/2021 I took my car to the body shop on 11 ***** it is now February 3, 2022 and I have not got my car my car is ready its sitting at the body, The insurance will not pay the last supplement my car is ready to be picked up I have paid my deductible I have been calling the adjuster Ive been calling the claims person Ive called the claims supervisor his name is ***** my Adjuster is name is ****** I also called another claims person her name is ********************************* and now when I call the claims supervisor ***** my phone now my phone just goes straight to voicemail like he has me blocked or something 4 months is a long time not to have your car and its just sitting in the body shop complete and they dont wanna pay for Supplement I dont understand I pay my insurance monthly I have full coverage Insurance and when I need them I run into this problem when I googled them and looked online there were a lot of people complaining about them I wish I had known this before I got them as my insurance carrier I wouldve gotten somebody elseI really need some help with this all trying to do is get them to pay the supplement that they are supposed to pay is the second supplement and I cannot get them to pay it all Im getting is the runaround

  Business response

  02/08/2022

  
  February 8, 2022
  
  Better Business Bureau of Chicago & Northern ********, ********************************************************************************************************** 60611
  
  RE:          Complaint ID#:  ********
  Consumer: *****************************
                  Claim Number: CLTX-20-8001108
  
  Please allow this to serve as our response to the above captioned matter.
  
  The Complainant contacted the Company on 11/02/2021, to report an accident that occurred on 10/29/2021. The Company made an assignment to have an ***************************** inspect the Complainants vehicle.
  
  The Complainants estimate was received by the Company on 11/10/2021 and the estimate was being reviewed. The Company attempted to contact the Complainant to address the facts of loss in the accident along with possibly helping the Company gain access to the Police Report on 11/15/2021 but had to leave a message. The Complainant contacted the Company back and advised that they would email in the police report. The Company as well took a detailed statement from the Insured on 11/23/2021.
  
  The Company issued out the settlement check on 12/13/2021,to the Insured for $9028.63.
  The Complainant contacted the Company on 01/06/2022 and advised there is a supplement of repair, and the shop is not releasing the vehicle without the supplement being paid. The Company contacted the Shop of Choice of the Complainants and advised that we have not received a supplement.The Shop advised that they have not completed the supplement but once it is completed,they will send to the Company.
  
  On 01/14/2022, the Company spoke with Complainant and advised that the Bodyshop failed to send invoices with the supplement. On 01/18/2022, the Company issued out a supplement repair check to the Bodyshop in the amount of $1,232.04.  A second (2)supplement was received by the Company on 02/04/2022 and the Company issued out the settlement check on 02/07/2022 in the amount of $243.56.
  
  The Bodyshop and the Complainant have been made aware of the 1st supplemental payment and the 2nd supplemental payment. All are aware and understood. The Company believes that should the supplemental estimates have been sent in timely the vehicle would have been addressed sooner.
  
  Respectfully,
  
  ************************
  Vice President of Auto Liability
  Phone:************
  

  Customer response

  02/08/2022

   
  Complaint: 16707096
  
  I am rejecting this response because: There is still a out standing **** that wasn't paid from the 2nd supplement of $2168.75 that was refused to be paid by First Chicago Insurance, they only paid $243.00, and i was told by ********************************* that i would have to make Arrangements to pay the rest, of the money i was truly p*** off...I will get a A+ rating Company from now on and not a B rate auto insurance so i do have to put up with a CHEAP COMPANY like them that want your money but don't want to take care of you when you need them. And it doesn't matter if i chose the autobody shop, i ask them if they knew a shop i could take my car to be repair, was told its up to me, i will get the paper work to show what SCA a third part company that first Chicago used and ill show you where they paided $1211.00 then subtracted it, meaning it wasn't payed, this company will LIE i see to.

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

  Business response

  02/11/2022

  
  February 11, 2022
  
  
  Better Business Bureau of Chicago & Northern ********, ********************************************************************************************************** 60611
  
  RE:          Complaint ID#:  ********
  Consumer: *****************************
                  Claim Number: CLTX-20-8001108
  
  Please allow this to serve as our counter response to the above captioned matter.
  
  The Company called the Complainants repair facility of choice on 02/04/22. Both the Complainant and his repair facility of choice were advised that the Battery replacement ($271.17) was not loss related and that would be the responsibility of the Complainant. The Company also advised that 2 additional manually typed line items were denied from the supplement. The first item being an invoice from 3M products equaling $260.00 and a separate Paint and Material invoice for $204.41 for a total of $464.41. These items were covered on the estimate/supplement under the ESTIMATE TOTALS section labeled paint supplies for **** hours @38.00=$646.00. This amount is a set formula followed by all estimating platforms and Insurance Companies to allow for the cost of Paint and Material to complete the job at hand based on the paint labor hours and shop rates.    
  
  The Company has reviewed all of the supplements submitted by the Complainants repair facility of choice. The additional damages being claimed are excessive and unwarranted and at this time the Company will not be issuing any additional payments. The Complainant and his repair facility of choice have been advised of the same.
  
  Based on the aforementioned the Company has addressed the warranted loss related damages accordingly and we have fulfilled our financial obligation to the Complainant and his repair facility of choice.       
  
  Respectfully,
  
  
  
  ************************
  Vice President of Auto Liability
  Phone:************
  
  

• Initial Complaint

  02/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At 8:32pm on 12/14/2020, the vehicle insured by First Chicago Insurance struck our legally parked vehicle.The driver of the vehicle was intoxicated as were two passengers. A third passenger fled the scene at the time of the crash.The St. ****************** was called an a police report was filed, Report # ********.The driver stated that he was not driving but was witnessed trying to drive the vehicle away, which was not operable after the crash. The vehicle, a 2009 Chrysler ************** was insured by First Chicago Insurance, Policy # MOV 645657-0. Our vehicle which was totaled was a 2016 Hyundia Elantra GT. We are insured by Liberty Mutual.We filed a claim with Liberty Mutual who stated that they would subrogate to First Chicago Insurance. After a little over a year, I decided to check with Liberty Mutual about our payment and deductible. I feel I have been reasonable in the amount of time allowed for repayment.When I Liberty Mutual, they claimed that they were unable to recover the payment from First Chicago Insurance and collection efforts were unsuccessful. I figured I would call First Chicago Insurance myself.When I spoke to the claim adjuster, she stated that the claim had been denied due to no response from the vehicle owner or the drunk kid driving it the night of the accident.When I asked how they could deny a claim to an crash that was clearly caused by a vehicle which is insured by their company, she would repeat that they had not response from the owner or driver about the crash, as if it did not happen.Well, it happened, I have the police report and photos to prove it.I am looking for the refund of my deductible which was withheld from the payment made to me by Liberty Mutual when the car was determined to be totaled.

  Business response

  02/08/2022

  
  February 8, 2022
  
  Better Business Bureau of Chicago & Northern ********, ********************************************************************************************************** 60611
  
  RE:          Complaint ID#:  ********
  Consumer: *********************
                  Claim Number: MOV71942
  
  Please allow this to serve as our response to the above captioned matter.
  
  The loss was called in by the Insured on 12/15/2020,concerning an accident that occurred on 12/14/2020. The insured provide no facts of loss when the loss was called in other then to advise that an unlisted driver on his policy was driving the vehicle at the time of loss. The Insured who is paralyzed advised that they did give permission to the Unlisted driver to run some errands. The Insured was advised of the accident by an anonymous phone call advising that her vehicle was involved in an accident.
  
  The Company received a Subrogation Demand from Liberty Mutual and contacted the passenger in the Insureds vehicle at the time of loss.The passenger advised that earlier he drove the Insured vehicle to his destination and was unable to drive the vehicle back to the Insureds residence. He allowed a woman named *** to drive the vehicle back to the Insureds residence. The passenger advised that he only knows the driver by a first name of ***, and she had passed away since the loss. The passenger advised that he is a caretaker for the Insured and that he pays the Insured to use her vehicle when he needs too. During the interview with the passenger, he advised the Company that he know longer wishes to be contacted by the Company and ended the call.
  
  The Company attempted multiple times to contact the Insured to address the facts that were told to the Company by the passenger and left several messages. The Company also mailed several letters to the Insured for failing to cooperate in the investigation.
  
  The Company denied the loss on 07/15/2021, based on the Insured failing to cooperate with the investigation. At this time the Insured has still not cooperated with the investigation and the claim has been denied,should the Insured contact the Company the claim will be reopened. 
  
  Respectfully,
  
  
  ************************
  Vice President of Auto Liability
  Phone:************
  
  

  Customer response

  02/08/2022

   
  Complaint: 16698080
  
  I am rejecting this response because:

  My car was legally parked when the vehicle insured by First Chicago crashed into my car.

  The point of having insurance is to cover another owner's property in case of a situation such as this. As far as I'm concerned, I do not care if the owner of the vehicle that crashed into mine doesn't talk to the First Chicago, that is their problem. First Chicago insured the vehicle, the vehicle crashed into my car, damaging it beyond repair, and they should pay the claim. 

  The kid was driving them vehicle, nobody else was. We told this to the police. The kid lied to the police because he was on drugs or drunk. He was trying to drive away but the vehicle was damaged so bad that it would not go into gear. He then exited the vehicle and tried to walk away but was unable.  

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

  Business response

  02/11/2022

  
  February 11, 2022
  
  
  Better Business Bureau of Chicago & Northern ********, ********************************************************************************************************** 60611
  
  RE:          Complaint ID#:  ********
  Consumer: *********************
                  Claim Number: MOV71942
  
  Please allow this to serve as our follow up response to the above captioned matter.
  
  As the Company has stated in its 1st response,the claim was denied based on the Insured failing to cooperate with the loss.The Insureds Auto Policy contains Conditions in which the Insured, must adhere to in order for the Company to provide Coverage for the loss. At this time, the Insured has not cooperated with the investigation and therefore the Claim will remain denied until the Insured cooperates with the Company concerning the loss. 
  
  Respectfully,
  
  
  
  ************************
  Vice President of Auto Liability
  Phone:************
  
  

  Customer response

  02/12/2022

   
  Complaint: 16698080
  
  I am rejecting this response because:
  

  It is not my fault the insured is not cooperating, just as it is not my fault that the insured vehicle caused unrepairable damage to my legally licensed, insured and parked vehicle. 

  You insured the vehicle at the time of the wreck, you need to reimburse me for the damages caused by the vehicle you insured. It is as simple as that. This is why there is insurance. I think you are failing to understand the simple concept of what the service exactly is, for which you are the vice president. Or are you a ******************* taking in money for protection, but not providing protection.

  This needs to be corrected, and I should be reimbursed the $2000 for my deductible. Plain and simple. You can take up the subrogation with my insurance company and whether you repay them is between your shady company and them.

  This is my last attempt to recover my deductible. If this fails, I will be forced to obtain an attorney for the purpose of recovering the full amount of the loss plus the pain and suffering that this loss has caused. As the vice president of the company, you have the ability to make this right.

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

• Initial Complaint

  01/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I suffered a hit and run Jan. 11, 2021 and have been trying to get my vehicle repaired ever since. The adjuster I had been working with didn't return emails or voicemails, several months later I found out he no longer worked for the company. I was finally able to find out who my new adjuster was and sent my vehicle to a shop to get repaired only for it to sit there for 3 weeks and no repairs were made. After getting my vehicle home I have been getting the run around for more than a month. I would like my vehicle repaired as that is what I paid my policy to cover me for.

  Business response

  02/08/2022

  
  February 8, 2022
  
  
  Better Business Bureau of Chicago & Northern ********, ********************************************************************************************************** 60611
  
  RE:          Complaint ID#: ********
  Consumer: *****************************
                  Claim Number: 21TX03063
  
  Please allow this to serve as our response to the above captioned matter.
  
  The Complainant contacted the Company on 12/02/2021 concerning an accident that occurred on 01/11/2021, roughly 11 months post-accident date.
  
  *********** made an assignment to an ***************************** to inspect the vehicle. The Complainant was contacted on 12/16/2021 and advised that she had reported the loss to GEICO Insurance, and they had denied her claim for no cooperation from their Insured. The Complainant advised that no police report was filed for the loss, however she had sent scene photos to GEICO Insurance and does not have them anymore. *********** asked the Complainant for a statement and was advised that she would call back to address the loss facts with the *************************** contacted the Complainant on 12/20/21 and was able to address a statement concerning the loss.  *********** was advised during the statement that the Complainant owns a cleaning service and utilizes her vehicle as much as 3 visits per day to drive to her customers residence/ place of business.
  
  *********** contacted the Complainant and advised that the estimate is being reviewed for over lapping damage that was not from the loss.
  
  The Complainant was contacted on 02/01/2022 and an additional statement was taken to address the coverage issues. *********** as well contacted GEICO Insurance and was advised that they had no photos from the Complainant concerning the loss.
  
  As of this same date, the claim is being reviewed for coverage. 
  
  Respectfully,
  
  
  ************************
  Vice President of Auto Liability
  Phone: ************
  
  

  Customer response

  02/08/2022

  At the time of the accident my vehicle was not being used for my cleaning service which I made clear. At the time I was a CNA. I have been trying to get my vehicle repaired ever since the loss but was not contacted back or directed to the correct adjuster. I provided photos more than once to Geico and provided all photos to First Chicago. I can confirm coverage with bank records. Just wondering how long it takes to compare photos.

  Business response

  02/16/2022

  
  February 16, 2022
  
  
  Better Business Bureau of Chicago & Northern ********, ********************************************************************************************************** 60611
  
  RE:          Complaint ID#: ********
  Consumer: *****************************
                  Claim Number: 21TX03063
  
  Please allow this to serve as our follow-up response to the above captioned matter.
  
  As stated in the first response, the accident was called in 11 months post-accident date. At this time, the Company is reviewing coverage based on no police report filed for the loss, along with the Complainant having multiple lapses in their policy between the date of loss and when the loss was reported.
  
  The Company has received the photos that were sent in by the Complainant, however they do not contain a date stamp as to when they were taken.
  
  The Company also received the denial letter from Geico,where they advise that they have denied the loss against their insured for failure to cooperate. Which means they never spoken with their Insured as to the accident or the actual date of loss. 
  
  Based on the above the Company is still investigating coverage for the loss, based on attempting to confirm a verifiable date of loss in which the accident took place.
  
  Respectfully,
  
  
  
  ************************
  Vice President of Auto Liability
  Phone:************
  

• Initial Complaint

  01/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3 months ago ago my car was hit in a traffic accident ************ is the insuance agent the other party at fault In those three months they have communicated with me exactly one time Despite constant emails, and hours wasted on the phone trying to get ahold of someone I am still 3 MONTHS later unable to get anyone at this company to communicate with me Im am stuck with no car and no way to get it fixed and they do not seem to care What is the point of this company if they will not fufill there obligations as an insurance provider Here I am thre months post accident with no progress made HORRIBLE COMPANY!!!

  Business response

  01/28/2022

  
  January 28, 2022
  
  
  Better Business Bureau of Chicago & Northern ********, ************************************************************************************************************************** 60611
  
  RE:       Complaint ID#:  *******
  Consumer:*******************
              Claim Number: 21ILV84261
  
  Please allow this to serve as our response to the above captioned matter.
  
  The claim was reported by the Complainant on 10/25/2021, concerning an accident that occurred on 10/09/2021.  The Company spoke with the Complainant and made an assignment to an ***************************** to inspect the Complainants vehicle.
  
  The Company was finally able to reach the Insured and address the facts of loss in the accident on 01/27/2022.The Company contacted the Complainant on the same date and explained the estimate along with the supplemental process should there be additional damages and issued out the settlement check to the Complainant.
  
  As this time the Company has addressed settlement with the Complainant and has resolved this Complaint.
  
  Respectfully,
  
  
  
  ************************
  Vice President of Auto Liability
  Phone: ************
  

• Initial Complaint

  01/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First Chicago is trying to fault me for the accident I had on December 20th 2021. The person that hit me is 100% at fault and First Chicago is trying to say its 70/30 because I could have swerved to prevent the accident. I was on a one way street right hand lane and cars travel the same direction as me in the left hand lane and also their is parked cars on the left side so thats impossible. Unfortunately the person that hit me has First Chicago Insurance as well so I believe they trying to get a deductible out of both us. This is the third vehicle First Chicago is trying to mess me over. I had two other vehicles and I was insured by first Chicago that they did not pay for. Its not fair to me when I make a payment each month to them to be covered in case something happens. I cant let them get away getting over on me a third time. Also I was supposed to get a code for a rental at $23.99 a day I just found that out and I have paid over $1200 for a rental car.

  Business response

  01/28/2022

  
  January 28, 2022
  
  
  Better Business Bureau of Chicago & Northern ********, ********************************************************************************************************** 60611
  
  RE:          Complaint ID#:  ********
  Consumer: *************************
                  Claim **************************************** allow this to serve as our response to the complaint filed by *************************.
  
  The claim was called in by the Complainant on 12/21/2021,who advised they were in a car accident with another party that was also insured with First Chicago Insurance Company.
  
  The Complainant was advised on the rental procedures and was advised the Company also addresses rental on a reimbursement basis. The Company made an assignment to inspect the Complainants vehicle on 12/27/2021.
  
  The Company spoke with the Insured on 01/12/2022 and was able to gather the facts of loss. The Company determined that the Complainants vehicle was a total loss on 01/14/2022 and the file was transferred to the ********************** The Company contacted the Complainant on 01/18/2022 and advised that we would accept 70% of the negligence in the loss, based on going around a vehicle with its hazard lights on and failing to take evasive action to avoid the loss.
  
  The Complainant advised that they are not accepting the comparative negligence offer and would hire an Attorney to represent her. To date, the Company has not received a letter of representation from Counsel representing the Complainant. The Company would also like to add that the Complainant has a previous claim from an accident that occurred on 10/01/2021, whereas the driver of her vehicle was fleeing and eluding the police and was involved in an accident. This loss was denied based on a policy exclusion.
  
  At this the Company awaits contact from the Complainants attorney and or contact from the Complainant.  
  
  Respectfully,
  
  ************************
  Vice President of Auto Liability
  Phone:************
  

  Customer response

  02/02/2022

   
  Complaint: 16667477
  
  I am rejecting this response because: If you read the letter to which my personal advocate responded to ***************************, who first informed me that I was only going to be covered for 70% of the accident, the reason she informed me of this division of fault was bc I did not swerve into the other lane of rush hour traffic to Avoid a car pulling from a stopped Eastbound position at aSTOP SIGN NOT IN THE ***** as clearly iOS shown in the police report drawing and narrative attached above. So, the response they gave to you is an OUT and OUT 100% Lie. However, this does not surprise me, they lie and ignore myself and personal representative on a regular basis. If you also reference the letter my personal representative sent **************** attached above, we requested a copy of my policy and all the governing documents associated as only declaration pages and billing *******s are available on my First Chicago Customer portal or their website. My personal Advocate has requested these documents over the phone and in writing countless times to which she nor I have ever received a response from first Chicago. It is my understanding it is illegal to withhold these documents if I request them. My personal advocate also would like me to attach all documents she sent ****************, band is pushing me to take this up not only with the BBB, but also with the Insurance consumers protection boards in both Indiana and ********. Please let me know if you can assist me in getting a fair claim payout as i have never even stopped paying my Monthly premiums just to assure there is no question in coverage even though I released the vehicle to their care and responsibility from Auto return and they have left it at *********************** collision center weeks after they informed Ray ********** not me, that the vehicle is a total loss. And in the payout offer they are tryin to charge me over$2100 for storage fees incurred at collision center bc the forgot to move it to free storage once deemed a total loss. I also had the motor replaced 11 months before the total loss on 12/20/2021.This was not shared with CCC(the valuation company) until my personal advocate sent the kIA ******* showing the motor has on 15k miles on it to a different final payout adjuster at first Chicago and mileage is the largest determining factor in car valuation report. **************** told me over the phone the new motor had no impact on valuation. Again I am Attaching my Personal advocates correspondence and all documents sent to **************** for which no response was given. Please help me and protect other consumers from falling victim to this Dishonest, greedy, and predatory company. Thank you for your time in listening to my complaint.
  
  Sincerely,
  ************************* (I believe there are more evidence files to attach however, it seems 4 is the limit. If any others are needed please let me know.)
  *************************

  Business response

  02/08/2022

  
  February 8, 2022
  
  
  Better Business Bureau of Chicago & Northern ********, ********************************************************************************************************** 60611
  
  RE:          Complaint ID#:  ********
  Consumer: *************************/ *******************
                  Claim Number: 21MOV86385
  
  Please allow this to serve as our response to the above captioned matter.
  
  As the Company advised in the first response the Insured was contacted and the facts of loss were addressed. The Insured advised that he was slowly going around a vehicle with their hazards on when the Complaint struck their vehicle. The Company considers all facts when addressing a claims investigation.The Company was able to review the Police report and address the facts of loss from our Insured.  We are bound by our Insureds facts of loss unless there is sufficient evidence to determine otherwise. The Police did not witness the loss and the Insureds version of events conflict with the Complainants.
  
  Should the Complainant have any additional evidence other than the submitted Police report to overturn the liability decision it should be submitted to the Company. At this time the Company will remain firm on its liability decision unless other evidentiary material can be presented to the Company.
  
  It should be also noted that the Insured personal advocate will be contacted by the Company concerning their request for additional documents.
  
  Respectfully,
  
  
  ************************
  Vice President of Auto Liability
  Phone: ************
  

  Customer response

  02/28/2022

   
  **mplaint: ********
  
  I am rejecting this response because:

  Please read attached correspondence titled Unresolved claim #******** to serve as our official rejection of ************ explanation to Ms. ******** complaint filed 01/24/22 against First Chicago Insurance ** for not honoring her full coverage comprehensive and collision policy purchased 09-17-21 in regard to collision in which she was struck by another First Chicago policyholder on 12/20/21. We would like noted that the documents ********** agrees to provide to advocate service, Alpha Foxtrot ,LLC would be greatly appreciated as we have requested a copy of Ms. ******** Exact policy number **********-00and all governing terms and conditions as well as all supposed endorsement(s) ****************** signed and agreed to without ever seeing. Quite a feat in my book. But ****************** is quite the impressive individual.

  ******************* on behalf of EbonyFreeman

  Attachments

  1) Declaration Page 09/17/21 to serve as proof of purchase of 

  First Chicago comprehensive and. **llision Policy **********-00 (although ****************** and I are still awaiting a copy of Ms. ******** exact policy documents requested a minimum of 5 times in writing and over the telephone, but I am confident ********** will provide since he said so in his correspondence to which we are rejecting.                                                                                                                                                                                                                                                                                                                                                           

  2) Rejection on grounds of complete incorrectness of information and failure to follow industry standards when handling a not at fault claim of a full comprehensive and collision covered policy holder.

  3)Police Report in its entirety should anyone choose to take a peek this time please disregard loan # in title of the3rd doc as we made sure the lien holder is completely up to date with the proper information due to the confusion First Chicago seems to be having as how to handle a fully covered policyholders total loss due to another motorist also insured with this firm.

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

  Business response

  03/03/2022

  
  March 3, 2022
  
  Better Business Bureau of Chicago & Northern ********, ********************************************************************************************************** 60611
  
  RE:       Complaint ID#:  ********
  Consumer: *************************
              Claim Number: INA86678
  
  Please allow this to serve as our follow up response to the above captioned matter.
  
  The Company has been in possession of the Crash Report, and we are aware of the narrative. The Company never denied having a copy of the Crash Report but rather indicated that we reviewed the Crash Report and took statements from each party when determining liability. We are not strictly bound by a narrative provided on the Crash Report. The officer may have viewed the scene post-incident but as we previously asserted, the officer did not witness the loss take place. If you have evidence proving otherwise the Company would be happy to review once presented.  
  
  The loss involved two parties insured with the Company. The Complainant originally pursued her claim through the other partys insurance policy. When taking a statement from our cross insured, he advised that an unknown vehicle was stalled, with hazards, in the lane nearest the stop sign. As he inched away from the stop sign to be able to see around the stalled vehicle the Complainant came around this stalled vehicle & struck the front end of our insureds vehicle. We are bound by our Insureds facts of loss unless there is sufficient evidence to determine otherwise. Therefore, we again assert the position that a vehicle with hazards was present at the time the impact occurred, per our insured. We understand the Complainant has a different version of events, but we cannot simply disregard our insureds statement when a claim is being pursued against his policy. The Company is accepting liability under the cross-insured policy, but Comparative negligence would apply at 70%as previously discussed. The Company presented the 70% total loss settlement offer to the Complainant which was rejected. The Company made multiple attempts to follow up on this offer, each time being rejected by the Complainant.
  
  It should be noted the Company had offered the Complainant Collision coverage under her own policy at the onset of the cross-insured claim which was refused as she wanted to file through the other partys policy.Only after Comparative negligence had been assessed did she then pursue through her policy. During the investigation it was determined that the Complainant had failed to disclose a prior at fault loss, ultimately misrepresenting herself at policy inception and leading to a coverage investigation. The Company ultimately determined to afford Coverage for the Complainant despite her misrepresentation at inception. We again called the Complainant to present a total loss settlement offer and she again rejected the offer.
  
  It should be noted the Company mailed a letter to the Complainant on 12/21/21 (1 day after the loss), advising her of her duty to mitigate damages & protect/preserve her vehicle from further damage included but not limited to excessive storage charges. The coverage/liability investigation was ongoing under the cross-insured policy & the Complainant misrepresentation of her own policy at inception required us to launch a coverage investigation therefore it was not clear coverage would be afforded at the report of these claims. With that being said it is the Complainants duty as the owner of the vehicle to protect and preserve the vehicle from incurring excessive charges until the investigation(s) have been completed.
  
  The Company has now presented offers to the Complainant under both policies, each time being rejected. The Company will again place both offers in writing to the Complainant and await her response. It should be noted the Company received a call from the Complainants lienholder on 3/3/2022, the Complainants lienholder suggested and are exploring a repossession to finalize settlement.
  
  Based on the aforementioned the Company again feels it has handled the claim(s) accordingly.
  
  Respectfully,
  
  ************************
  Vice President of Auto Liability
  Phone:************
  
  
  

  Customer response

  03/10/2022

   
  Complaint: 16667477
  
  I am rejecting this response because:

  
  

  See letter to **********. We have been round and round about this enough times.  What is the point in pursuing things through this channel if nothing is done about it and no one even checks to see that the correspondence and responses from the business are bold face lies. The things this gentleman is claiming are in direct contradiction of all evidence we have presented. There is a reason there are over 80 complaints against 1st Chicago Insurance.they bare either a ************* that is only a front for a Ponzi scheme, or they are the absolute worst insurance company in existence EVER! I pose this question what percentage of full coverage clients who make total loss claims have ever received a 100% payout on their automobile insured through first Chicago?
  
  Sincerely,

  
  

  ***** Beal 

  On behalf of
  
  *************************

• Initial Complaint

  01/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Filed a claim in July for a accident. It is now January. I have not spoken to anyone or received a call back.I have emailed this company .left many voice messages and submitted a request online . I have full coverage and pay on time every month. I can understand a small delay but at this point it has been months .

  Business response

  01/13/2022

  
  
  January 12, 2022
  
  
  
  Better Business Bureau of Chicago & Northern ******************************************************************************************************************************************* 60611
  
  RE:      Complaint ID#:  ********
  Consumer:*************************
              Claim Number: ILV80385
  
  Please allow this to serve as our response to the above captioned matter.
  
  The loss was called in by the Complainant concerning an accident that occurred on 07/16/2021. The Company was able to address the facts of loss with the Complainant on 07/26/2021 in which they advised that they had struck a pole in a gas station parking lot. While gathering the facts from the Complainant they advised that the vehicle involved in the loss had a Co-Owner that was not listed on their policy. The Company made an appraisal assignment to inspect the Complainant vehicle. The Company spoke with the Complainant on 10/07/2021 and addressed the Co-Owner listed on the vehicle. The Complainant advised that the Co-Owner had been removed from the Title. The Company requested that the Complainant submit the documentation that will show the Co-Owner was removed from the Title. The Company received the documentation from the Complainant.
  
  The Company attempted to contact the Complainant on 01/11/2022 and had to leave a message. The Company spoke with Complainant on 01/12/2022 and a settlement check was issued, thus resolving the complaint.
  
  Respectfully,
  
  
  
  ***********************
  Vice President of Auto Liability
  Phone:************
  

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Claim # **INA85883 On 11/27/20** my vehicle was stolen from a gas station. I contacted the police did a report and contacted First Chicago Insurance to file a claim. My car was found and towed and I was told by First Chicago to get my car out of the tow and take it to a repair shop so I did as told. Not to mention they have never gotten in contact with me I do all of the communication. I was told to email a police and recovery report which I did. They sent an adjuster out and said it would take 5 days to hear back from the adjuster. Since then I constantly try to contact someone from claims to hear anything thats going on with the claim. They leave me on hold for hours then hang up or send you to a voicemail. Ive left voice mails text messages and still no contact in 2 weeks with the lady ***************************** who is handling my claim and I call everyday a couple times a day and have never had a call returned. I spoke to someone else in the office who said that when I did talk to the lady I said I didnt have time to give a recorded statement which is a lie I was never asked to give a statement. I paid for the tow fee and Im paying for a rental and Im running out of money and dont know whats going on. I would like to know anything thats going on and would like to talk to someone so I can figure out anything. I would like to be communicated with and like for someone to reach out to me so I can get my vehicle fixed. The shop where my car is is also wondering whats going on and I cant give them an answer. I just need to know whats going on Im running out of money paying for this rental and they are being unprofessional and lack communication about whats going on. Ive did everything on my end now they dont communicate and they try to act like its my fault by not giving a statement and they never asked me for a recorded statement.

  Business response

  12/28/2021

  
  December 21, 2021
  
  Better Business Bureau of Chicago & Northern ********, ************************************************************************************************************************** 60611
  
  RE:          Complaint ID#:  ******** & 16384215
  Consumer: *********************************
                  Claim Number: INA85883
  
  Please allow this to serve as our response to the above captioned matter.
  
  The Complainant called in the loss for a stolen vehicle claim that occurred on 11/27/2021.  The Complainants stolen vehicle was found, and the Company assigned an Independent Appraiser to inspect the vehicle.
  
  The Complainant called for status on the claim on 12/03/2021 and was advised that the assignment was made yesterday to see her vehicle and it can take up to 3-5 business days. The Complainant also was advised of the rental procedure and was given our rental vendors code to rent the vehicle at discount.
  
  The Company sent the Complainant a Theft Affidavit and a Storage and Mitigation letter. The Company contacted the Complainant and was advised that the Company would need the Affidavit of Theft completed and sent back to the Company along with the ************ Report and the Theft Recovery Report.  The Complainant was also advised on 12/06/2021 that the Company needed a statement of the facts of loss and was advised that she was not available at the time but would contact the Company back.
  
  The Company received the ************ Report and the Theft Recovery Report on 12/07/2021. The Complainant estimate was received on 12/10/2021. The Company spoke with the Complainant on 12/17/2021 and advised that a statement of fact was still needed and that the Special Investigation Unit will need to address this with her.
  
  The Special Investigation Unit called the Complainant on 12/21/2021 and left a message advising that a statement was needed from the Complainant to address coverage and resolve of the file. They also texted the Complainant requesting a follow up call.  On 12/22/2021, a statement was obtained concerning the facts of the theft. On 12/27/2021, the Company spoke to the complainant and advised the estimate was approved. The Company is currently awaiting a W9 from the Body Shop to issue payment.
  
  Respectfully,
  
  
  ************************
  Vice President of Auto Liability
  Phone: ************
  
  

  Customer response

  01/14/2022

   I didnt reply to the complaint Because I received a call from ***** they said my come clean and settlement was approved and that she had talk to the body shop. Car is almost done and the body shop is calling and saying that they still havent received the check which she told me would be sent to the body shop. Yes do you have to pay for the rental because they only provide 900 for a rental reimbursement but they are the reason that the car is still there and it looks like I will have to pay for a rental even longer because they havent cut the check which she told me they had

  Business response

  01/18/2022

  
  January 18, 2022
  
  
  
  Better Business Bureau of Chicago & Northern ********, ************************************************************************************************************************** 60611
  
  RE:          Complaint ID#:  ********
  Consumer: *********************************
                  Claim Number: 21INA85883
  
  Please allow this to serve as our response to the above captioned matter.
  
  The Company issued out the repair check to the Complainant and their Bodyshop on 12/29/2021 and mailed the settlement check to the Elite Bodyshop. The Company has spoken with Elite Autobody on 01/17/2022, and they are aware the check has been mailed and will await to see if they receive it the week of January 17th. The Company also received a supplemental estimate from the Elite Autobody and issued the supplemental check to the shop on the same day.
  
  Respectfully,
  
  
  
  ************************
  Vice President of Auto Liability
  Phone:************
  

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was in a car accident 2 months ago that totaled my car. I have a full police report stating how the accident occurred. It was the other drivers fault for the accident. I have reach out to his insurance company with emails and countless phone calls only to be on hold and hung up on. I was told there was an adjuster who went to look at my car and also deemed it totaled but I have heard this not from the company but from the owner at the shop that my car is sitting at. I have called this adjuster countless times. I have left 7 messages only to hear from her once about two weeks ago. Unfortunately I was at worked and missed the call. Ive called back 3 times since then. Shes never answered the phone, not once. Ive had to call at least 15 times. The accident happened October 29, 2021. And this insurance company has not spoke to me once. I went to their location stated on ******* only to find that that is no longer their address. I am at a complete dead end and I dont know what to do at this point.

  Business response

  12/28/2021

  
  December 28, 2021
  
  
  
  Better Business Bureau of Chicago & Northern ********, ************************************************************************************************************************** 60611
  
  RE:          Complaint ID#:  ********
  Consumer: *********************
                  Claim Number: KSB84731
  
  Please allow this to serve as our response to the above captioned matter.
  
  The Insured reported the loss on 11/02/2021, concerning an auto accident that occurred on 10/29/2021. The Insured reported the loss as a notice that they would be using the complainants insurance carrier to repair their vehicle and provided the Company no contact information for the Complainant.
  
  The Complainant called the Company on 11/16/2021, and assignment was made to ***************************** to inspect the Complainants vehicle. The Company received the Complainants estimate on 11/29/2021, the Complainant was advised that the estimate was being reviewed.
  
  On 12/09/2021, the insured provided the Company his statement of facts from the loss. The Company attempted contact, the same day with the Complainant and had to leave a message.  The estimate was approved on 12/21/2021 and the Complainant was contacted and given a comparative negligence offer based on the facts of the loss. The Complainant has refused the settlement offer and has advised the Company that they would be seeking Counsel to represent them in this matter.
  
  Respectfully,
  
  
  
  ************************
  Vice President of Auto Liability
  Phone: ************
  

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Claim #**INA82405 I filed a claim for my 2010 Pontiac G6 being stolen on: 09/02/20**, I have had nothing but problems with First Chicago since, they kept telling me they were mailing paperwork and I never received it. Then I told them to email it to me and I got more excuses. Once I got it to a body shop, they advised the Converter was stolen, which caused damage to the Manifold along with some other issues caused by the theft; The body shop advised me that due to my vehicle/Pontiac is no longer being made, the parts would have to be aftermarket as the parts that need replacing cannot be replaced with used parts as it isn't safe to use; I certainly didn't expect them to use OEM parts on a 2010, if they were even available, that wouldn't make sense. The body shop stated the total cost of the repairs is $**23.75, First Chicago sent them a check for $989.69 and advised them and me that I have to pay $1139.16-$500 Deductible I am also responsible for $639.16. I was told by the claim adjuster handling my claim that I have to pay this due to them not covering new parts. I told her it's not my fault that my car was stolen and damaged, she stated you are driving a 2010 Pontiac, they don't even make that car anymore, why would we put brand new parts on it. The body shop even advised them that it's not safe to put used parts and that the owner shouldn't be responsible to pay for the parts and the claim adjuster told them that's just the way we do it; There is now way I should be responsible for the damages to my vehicle and I had full coverage, I should only be responsible for my deductible; The body shop hasn't even started on my vehicle as they are also trying to figure out why I have to pay this and why the insurance didn't send enough to cover the cost of repairs minus my deductible. I want the insurance to pay the full amount minus my deductible and cover the repairs to my vehicle, as it is only right.

  Business response

  12/08/2021

  
  December 8, 2021
  
  Better Business Bureau of Chicago & Northern ********, ************************************************************************************************************************** 60611
  
  RE:          Complaint ID#:  ********
  Consumer: Nosnibor *******
                  Claim Number: INA82405
  
  Dear Better Business Bureau of Chicago & Northern ********, Inc.
  
  Please allow this to serve as our response to the above captioned matter.
  
  The Complainant contacted the Company to report a loss that occurred on 09/02/2021. The Complainant advised the Company that her vehicle was stolen. 
  
  On 09/09/2021, the Company mailed out the following documents to the Insured, Affidavit of Theft Form and a Storage and Mitigation letter. The Complainant contacted the Company on 09/17/2021 to advise that the vehicle had been found. *********** made an assignment to an ***************************** to inspect the Complainant vehicle. The Complainant also advised the Company that they had moved residences and supplied us with their new address.  *********** mailed a second Affidavit of Theft to the new residence address of the Complainants.  
  
  *********** spoke with the Complainant on 09/22/2021 and was advised that we still have not received the Affidavit of ************ *********** advised that the Affidavit of Theft would need to be notarized and mailed back to the Company.
  
  *********** reviewed the estimate and on 10/12/2021 the Company contacted the Complainant and went over the estimate and advised that it was below their deductible. *********** advised the Complainant of the supplement process as well. Once the vehicle was moved to a repair facility (***************) the damage to the exhaust was discovered and promptly re-inspected. At this time, the parts that required replacement on the exhaust were written up. Based on the miles on the loss vehicle (*******) and the fact that exhaust parts are wearable items a betterment charge of 50% ($639.16) was applied as the parts written for replacement were new (aftermarket) and in turn bettered the overall condition of the vehicle.
  
  Respectfully,
  
  ************************
  Vice President of Auto Liability
  Phone: ************
  
  
  
  
  

• Initial Complaint

  10/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was involved in a car accident with one of the First Chicago's insured. Date of Loss 07/02/2021. Claim Number 21INA79827. Policy Number of First Chicago's ********************** under name of *******************.Accident was First Chicago's insured fault 100%. They admit this.All required documents requested by First Chicago that I fill out such as statement of facts have been provided long ago.An appraisal was done on my car to which I asked if I could have a copy. This was done the week following the accident (07/09/2021). Neither the appraiser or First Chicago will provide me the appraisal upon asking. I have left numerous calls that go unreturned. I asked for the appraisal so I could get the work done myself or Insurance to process but First Chicago and *******************************--Claim Rep have been nonresponsive. I left numerous messages with First Chicago stating that I needed this information. No responses. I told them via voice mail my cars hood could fly up while driving. No response.

  Business response

  10/15/2021

  
  October 15, 2021
  
  
  Better Business Bureau of Chicago & Northern ********, ************************************************************************************************************************** 60611
  
  RE:         Complaint ID#:  ********
  Consumer: ***************************
  Claim Number: INA79827
  
  Please allow this to serve as our response to the above captioned matter.
  
  The claim was called in by the Complainants (father)concerning an accident that occurred on 07/02/2021, and the Complainant vehicle was set up with an independent appraisal service.  
  
  The Company contact the Insured on 07/07/2021 and had to leave a message. On 07/13/2021, the Insured was contacted, and the loss facts of the accident were addressed. The Company spoke with the Complainant (father)and advised that we would need to speak with the Complainant that was driving the vehicle at the time of loss to address the facts of the loss.
  
  The Complainants (father) contacted the Company on 07/22/2021 concerning the status of the claim and was advised that the Company had not received the estimate back and has yet to speak with the Complainant driver to address the loss facts. The Company was in receipt of the Complainant estimate on 07/29/2021, however the Complainant had not called to address the facts of loss with the Company.
  
  On 09/10/2021, the Company attempted once again to reach the Complainant to address the facts of loss and had to leave a message. Later in the day the Company received a call from the Complainant who addressed the facts of loss with the *************************** issued out the repair check concerning their vehicle to the Complainant on 10/13/2021, thus resolving the claim.
  
  Respectfully,
  
  
  ************************
  Phone:************
  Email: ***********************************
  
  

*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. ↩