ComplaintsforUnited Security Insurance Company

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle had been hit at the dentist I was unaware of the accident till I got home submitted a claim 11/7/** claim # **ulv17467 a adjuster came to my home Friday 11/10/** took pictures and told me I would be receiving a email in 2or3 days never received a email Or a call from the H33333**3353036333830H H3**03**5393030353932H on 11/15/** I Call the H33333**3353036333830H H3**03**5393030353932H in regards to the email and Some woman from the H33333**3353036333830H H3**03**5393030353932H tells me That nobody should have said I was going to receive an email at all that the person handling my case was *******, ******** or ****** And she just needed a statement and it to be sent to the underwriter 11/16/** I call back Because again, nobody has reached out to speak to me leave a message on ******** voicemail no return call 11/17/** I called back and spoke to another woman from the H33333**3353036333830H H3**03**5393030353932H in underwriting and asked her whats going on I havent had any return phone calls I left messages and she tells me that I need an adjuster sent to my house And I explain to her that the adjuster already came and she now is the 2nd person with a different story and Im getting the run around and reading the complaints this H3**03**5393030353932H has this is ******** she just says theres nothing I can do shes in Underwriting Im going to transfer you to claims and I said why would you transfer me to claims so they can send me to a voicemail and not return my call, but you just took a peek at my case and told me anything So I tell her her information is useless I know who is handling my case and I know whats going on can she just transfer me to ******* again left messages no return calls or herd from the H3**03**5393030353932H since the adjuster came besides when I reached out

  Business response

  11/30/2023

  November 30, 2023
  
  Complaint ID#:  ********
  Consumer: *********************
  Claim Number: 23ULV17467
  
  Please allow this to serve as our response to the complaint filed by **********************
  
  The claim was reported by the complainant on 11/7/23 advising her vehicle was parked and unoccupied when it was hit on 11/3/23.
  
  The claim was assigned to an adjuster for an investigation into coverage and liability on 11/7/23.  The complainants vehicle was set up for an inspection for damages the same date.  A contact storage mitigation letter was sent to the complainant on 11/10/23 to confirm details of the accident and supporting information.  On 11/15/23 the complainant was advised on the status of the claim and the need for a recorded statement from the adjuster.  The complainants estimate was received by the adjuster on 11/22/23. Another call was placed to the complainant on 11/30/23 to obtain a recorded statement from the complainant but the voicemail is full, and no message could be left.   A second call was placed again to the complainant in the afternoon with no answer and no option to leave a message.  An e-mail was sent to the complainant at  ***********************  to contact the adjuster for this statement.
  A letter was sent to the complainant also requesting contact by the adjuster on 11/30/23.
  
  The adjuster is actively working to obtain the recorded statement from the complainant for this loss to resolve coverage for this claim.  
  
  Respectfully,
  
  *********************
  Sr. Property Damage Director
  Phone: ************
  
  

  Customer response

  12/03/2023

   
  Complaint: 20899958
  
  I am rejecting this response because: no where in my policy states a police report needs to be filed before any claim is made and why would someone even continue to make a claim for me in the claims department when I stated on the Initial call, no police report was made. I didnt see the damages until a day or two later. I just feel like the claims department when I had mentioned that I did not have a police report should have stopped me and stated we can no longer go further with this claim due to the fact of a police report wasnt made and thats in your policy, you have to have one
  
  Sincerely,
  
  *********************

  Business response

  12/10/2023

  December 10, 2023
  
  Complaint ID#:  ********
  Consumer: *********************
  Claim Number: 23ULV17467
  
  Please allow this to serve as a follow response to the complaint filed by **********************
  
  The adjuster was able to reach the complainant and obtain a recorded statement on 11/30/23 confirming the details of this loss. 
  
  On 12/5/23 the claim was denied for coverage due to policy conditions listed on page 15 of the complainants policy, for failing to report the incident to the police department within 24 hours of the hit-and-run motor vehicle accident.  ********** states in part:
  
  8. Notice to Us of Loss or Accident
  The following address may be used for any notice to us described below:
  First ******* Insurance Company
  Claims Department
  P.O. Box ******
  *******, ** 60638-9508
  (a)As soon as practicable, you or your legal representative shall provide notice to us of any loss or accident involving an insured person or insured auto with respect to which this policy may apply, but in no case later than 30 days.
  (b)As soon as practicable, you shall submit a report in writing and shall identify all insured persons and/or insured autos involved in such loss or accident and all reasonably obtainable information with respect to time, place, circumstances, persons and entities involved, including the names and addresses of available witnesses.
  (c)The insured person shall immediately forward to us every demand, notice, summons or legal paper that the insured person or his/her representative receives together with the insured persons current residential address and current residential telephone number. All such reports and documents shall be delivered to us.
  (d) In the event an insured person or insured auto is involved in an incident with a hit-and-run motor vehicle,and insured person shall report the incident to the police department with jurisdiction over the place where the incident took place within 24 hours of when the incident occurred. The insured person shall report the incident to us within 30 days of the date of the incident.
  (e)In the event of a theft loss to or from an insured auto, an insured person or his/her representative shall report the theft, within 24 hours of becoming aware of the theft, to the police department with jurisdiction over the place where the theft occurred.
  
  We have no obligation to provide coverage under this policy unless there has been full compliance with the above conditions. Moreover, we are not obligated to pay, and shall not pay, any sum that the insured person will be legally obligated to pay as a result of lawsuit unless we receive actual notice of the suit before any judgment has been entered.
  
  On 12/5/23 the complainant was called and advised of the denial and a letter was sent of same. 
  
  Respectfully,
  
  *********************
  Sr. Property Damage Director
  Phone: ************
  
  
  
  
  
  
  

  Customer response

  12/11/2023

   
  Complaint: 20899958
  
  I am rejecting this response because:
  I do not have a policy that I signed stating what protocol is in the policy procedures you are providing  also, I was never contacted by email or received any letters by mail in Regards of a mitigation letter. And I gave One statement prior Before I had to contact better business to get a response from my insurance company So Im asking, could you please provide me with a policy that I signed that states that Again, the policy that I signed nowhere in the policy makes me aware of the conditions to the policy stated above
  Sincerely,
  
  *********************;

  Business response

  12/13/2023

  December 13, 2023
  
  Complaint ID#:  ********
  Consumer: *********************
  Claim Number: 23ULV17467
  
  Please allow this to serve as a follow response to the complaint filed by **********************
  
  Attached is the signed auto application with a copy of the auto policy for the complainant.  The policy section for reference is on page 14 under section 8.  Notice to Us of Loss or Accident.  The denial letter was sent via regular mail to the address we have on file confirming the conversation with the adjuster on 12/5/23, a copy is enclosed.
  
  Respectfully,
  
  *********************
  Sr. Property Damage Director
  Phone: ************
  

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 2nd, 2023 in ****** ** I was involved in an accident where their insured pulled out infront of me, not yielding correctly and caused a 3 car accident (I have a dash camera so it was all caught on camera. Sent to the insurance company) . I t-boned their insured due to them running a light and upon impact I broke my wrist. I had surgery and got a plate and six screws in my right hand and I am going through recovery. My attorney has had no luck staying in contact with this company trying to resolve my claim. They took 100% liability and totaled my car then proceeded to not answer my attorney back going on 3-4 weeks now. My surgery was 46k and I am paying out of pocket weekly for physical therapy. This company will not communicate and will not return phone calls, and it is impossible to get a human being on the line. I have had my totaled car for over a month since they already deemed it a total loss. I have no rental. It is extremely unprofessional and wrong to ignore a claim and situation of this matter. The wreck happened 09/02 and its now 11/13 and nothing has been resolved, and I havent received any financial compensation for my surgery as well as my totaled car. Itd be different if liability was still a question but there is video evidence of the matter, they already took 100% fault and totaled my car. There is no reason why communication should be cut short at this point.

  Business response

  11/27/2023

  November 27, 2023
  
  
  BBB ID:                 20863845
  Complainant:     *************************
  Claim:                    CLM00006219
  
  The ***************************** was contacted on 11/3,11/14, and 11/22, and 11/27 with the total loss settlement offer and a message was left with the Receptionist for a call back. The Attorney, ***** contacted the Company on 11/27 and the offer was extended. The Attorney advised she would contact the Complainant and contact the Company back after she was able to present the offer to her and confirm the location and title of the vehicle. The Attorney requested Loss of Use for the Complainant, which was added to the Complainants total loss offer.
  
  Respectfully,
  
  *******************************
  Phone ************
  Total Loss/Salvage Manager
  ***********************************************
  

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Claim # **UAR14583 I have been calling and leaving messages and they never call me back. I haven't received any response from them and I just want my car to get fix. It shouldn't be like this, it's just annoying.

  Business response

  11/12/2023

  November 12, 2023
  
  Complaint ID#: ********
  Consumer: ***************************
  Claim Number: 23UAR14583
  
  Please allow this to serve as our response to the above captioned matter.
  
  The Company has denied coverage for the claim as there was no active policy at the time of the loss. The Company has been in contact with the Complainant as recently as 11/1/23 &11/3/23 to advise of the same.
  
  It is never easy for an insurance Company to deny a claim nor is it easy for an individual to accept a denial but based on the aforementioned we believe we have acted accordingly in our handling of the claim.
  
  Respectfully,
  
  ***************************
  Property Damage Director
  Phone: ************

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Claim # **uar13519. I was rear ended by someone with this H33333**3353036333830H on August 22, 20**. They have done nothing to reach out to me to get this done. When you call their office, they don't answer the phone you have to leave a message and let them call you back. I've called many times, and they usually take a week to call back or just never call back. They did not even have the phone number of the person who rear ended me, I had to provide that to them. My trunk/tailgate has been bent for months now and after even telling them it is getting worse as time goes on, they have not made any progress. It has been over a week since I last called them, and I am still waiting for a call back.

  Business response

  11/07/2023

  November 7, 2023
  
  Complaint ID#:  ********
  Consumer: ***********************
  Claim Number: 23UAR13519
  
  Please allow this to serve as our response to the above captioned matter.
  
  The loss was reported by the Complainant advising he was rear ended by our insured. The Complainant vehicle was scheduled for inspection with an independent appraiser upon report of the claim. It should be noted that there was no crash report filed regarding the incident, so the Company required a statement from our insured.
  
  Despite repeated attempts by phone and in writing, our insured failed to cooperate, leaving the Company unable to finalize our coverage and liability investigation. The Company has determined that due to the failure to cooperate we are unable to afford coverage for the loss and the claim has been denied.
  
  The Company left a voice message for the Complainant as recently as 11/6/23 to advise them of the same and a denial letter was mailed. 
  
  It is never easy for an insurance Company to deny a claim nor is it easy for an individual to accept a denial but based on the aforementioned we believe we have acted accordingly in our handling of the claim.
  
  Respectfully,
  
  ***************************
  Property Damage Director
  Phone: ************

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have filed a claim with United Security Insurance company in August ****************************************************************************** July of 2023. Claim # CLM00005511 It took 4 weeks to get through to a human being, And now, 4 months later, i still have no resolution to my claim. I do not receive return phone calls, and no human beings answer the phone. Both the claims phone and the adjuster phone number goes to a voicemail that says they will contact you back in less than 2 days. i have been without a car or a resolution for 4 months now. This is terrible business.

  Business response

  10/25/2023

  October 25, 2023  
  
  Complaint ID#:  ********
  Consumer: *****************************  
  Claim Number: CLM5511
  
  Please allow this to serve as our response to the above captioned matter.
  
  The loss was reported to us on 08/15/23 by the complainants insurance carrier with no contact information for the complainant and unknown facts of loss. An adjuster was assigned to the claim to investigate coverage and liability. The company received a call from the complainant on 08/26/23 advising that their vehicle was rear-ended by our insureds vehicle. The complainants vehicle was set up for an inspection with an independent appraiser on 08/28/23.
  
  The complainant spoke with a company representative on 09/06/23 and was advised we were pending our insureds statement regarding the loss.
  
  A company representative returned a call to the complainant on 10/19/23 and advised them that their claim was under review pending a vehicle valuation to determine if their vehicle was repairable or not. The complainant was also advised to submit their rental invoices to be reviewed for reimbursement.
  
  On 10/20/23, coverage and liability was accepted. It was determined that the complainants vehicle would be deemed a total loss, and the file was transferred to the ********************* to finalize claim handling.
  
  The handling adjuster placed a call to the complainant on 10/20/23 to advise them that their claim had been accepted however there was no answer, and the adjuster was unable to leave a voicemail.
  
  The adjuster spoke with the complainant on 10/25/23 and advised them that their claim has been transferred to the ********************* and their new adjuster would be reaching out to discuss settlement. 
  
  Based on the aforementioned we feel we have handled the claim accordingly.   
  
  Sincerely,
  
  ***************************
  Property Damage Supervisor
  Phone: ************

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  No success to speak with this insurance representative. Never picking up the phone, no response to voice messages, no call back. Claim number 23ULV09673. I need reimbursement for the car rental. I cannot get hold of them for more than 2 months

  Business response

  10/18/2023

  October 18, 2023
  
  Complaint ID#:  ********
  Consumer: *************************
  Claim Number: 23ULV09673
  
  Please allow this to serve as our response to the above captioned matter.
  
  On 10/6/23 the company contacted the complainant for a paid invoice for his rental reimbursement as no invoice was received previously.  On 10/9/23 the invoice was received and payment was issued to the complainant on 10/9/23 under check number ***** for his rental reimbursement.
  
  Based on the aforementioned the Company feels it is handling the claim accordingly in relation with the loss settlement terms of their insurance policy.   
  
  Respectfully,
  
  *********************
  Property Damage Director
  Phone: ************

  Customer response

  10/27/2023

   
  Better Business Bureau:
  
  Dear Sir/Madam

   
  This issue has been resolved. Next day after the complain I have received the call from the insurance company and in a week or so I have received a check
  Thank you very much for your support
  BR
  *************************

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  insured ************************* claim number: ******** policy number: PA0076841 On July 13th I was in a car accident with someone insured through this company. I have yet to receive any compensation for my vehicle that they claimed was totaled. They picked up my car from the wrecker company that was holding it and have yet to pay anything. I have called almost every day since the wreck and haven't spoken to anyone except the insurance adjuster who told me it was totaled and that someone would call me from the insurance that was back in August. This company is so hard to get ahold of I don't know how they stay in business. I want them to pay me for this accident. I have had enough of this if I don't hear from someone soon, I will contact a Lawyer.

  Business response

  10/12/2023

  October 12,2023
  
  CLM00004567
  RE: COMPLAINT #********
  
  The Complainant was contacted on 10/05/2023 to extend the total loss settlement offer. The Complainant stated that her vehicle was no longer at the tow facility where she had left it. The Complainant was advised that the Company did not relocate the vehicle. The Company has accepted 85-95% liability and has extended an owner retain offer to the Complainant. 
  
  Respectfully,
  
  *******************************
  National Total Loss / ***************
  ************

  Customer response

  10/13/2023

   
  Complaint: 20686339
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer response

  10/13/2023

  I think that the company should take 100% reliability and make me a better offer. It took them over three months  to even make me an offer and it's only because I contacted the BBB and it's a crappy offer.What am I supposed to do with the offer they gave me? Their client was 100% percent responsible for my accident and the reason we no longer have a vehicle.  My insurance company shouldn't have to pay for anything when I wasn't the one responsible for the accident. Do better people.I do not except your offer. They should be ashamed of themselves with an offer like I mean come on. 

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was rear ended by this provider's customer on July 30, 2023. Once police report was submitted to United Security they sent an adjuster to access damage and said that the damage was more than the value of vehicle so they would provide documentation to total vehicle to both Service King * ** loan company on September 12, 2023. I have yet to have any documentation provided to either company to relieve me of the accruing charges of a vehicle I cannot drive or is even in ** possession. I cannot get anyone on the phone as it goes directly to voice mail. I am stuck with no help and am in desperate need of assistance. Please help. My claim number is #CLM00005248

  Business response

  10/12/2023

  October 12, 2023
  
  Complaint#********
  Claim Number: CLM000005248
  
  The file was transferred to the ********************* for handling. The adjuster contacted Service King to request a breakdown of charges and was advised that the Complainant had pursued the claim through her own Insurance Carrier. The total loss adjuster contacted the Complainant and was advised of the same. The Company has accepted liability and will review the subrogation demand when received by the claimants carrier.  
  
  Respectfully,
  
  *******************************
  Salvage/Total Loss Manager
  ***********************************************
  ************
  

• Initial Complaint

  09/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I were involved in a motor vehicle accident with a party that was insured by United Security Health and Casualty on September 18, 2023. The investigating officer at the scene verified that the driver at fault was, in fact, covered by the above stated insurance company at the time of the accident. My insurance agent began a claim with the insurance company since the driver at fault spoke no English and was not at all able to comprehend what he needed to do to file the claim. It has now been 10+ days and neither our insurance agent, or myself, is able to contact the company to get information on how to proceed with our claim. Our vehicle was damaged and needs to be repaired as well as I was seen at the local ** for treatment of injuries sustained in the accident. The companies recording on their claims line states that you need to leave a message and your call will be returned in the order that it was received but it will be in less than 2 business days.......that has yet to be the case. There have been no return phone calls except for the initial call to give the claim a number. You absolutely CANNOT speak with ANYONE. I've even resided to send an email with no response thus far.

  Business response

  10/11/2023

  October 11, 2023
  
  Complaint ID#:  ********
  Consumer: *****************
  Claim Number: CLM00006370
  
  Please allow this to serve as our response to the above captioned matter.
  
  The claim was reported by the named insured for report only advising the complainant struck his vehicle to the rear on 9/18/23. The claim was assigned to the adjuster on 9/19/23 and a call was placed to the named insured to advise him he did not carry physical damage coverage on his policy and a message was left for a return call. A letter was sent to the insured regarding the same on that date.  On 10/3/23 a call was placed to the insured advising him again of only carrying liability coverage on his policy and the insured advised he would be filing his claim with the other partys carrier for his damages.
  
  On 10/3/23 a call was received from the Famers Insurance agent for the complainant advising the complainant was seeking damages and liability through the insureds policy.  On 10/4/23 a call was placed to the complainant and claims procedures were explained and an inspection for damage was set up on the complainants vehicle.  On 10/5/23 a call was placed to the complainant and a message was left for a return call. On 10/11/23 a call was placed to the complainant and a message was left for a return call. 
  
  On 10/11/23 a call was placed to the named insured to obtain his recorded statement of loss facts and determine liability.
  
  At this time the claim is currently open and active for a return call from the complainant and the named insured to properly determine liability.
  
  Respectfully,
  
  *********************
  Property Damage Director

  Customer response

  10/18/2023

   
  Complaint: 20670447
  
  I am rejecting this response because: as of today, October 18, which is 1 MONTH since the accident, we still have no resolution to the claim. We heard from them once since this complaint via phone and once via a form letter. We have contacted them via phone 3 times with no call back and 1 time via email with no response. The estimate from the onsite adjuster has been complete for over a week.
  
  Sincerely,
  
  *****************

  Business response

  10/23/2023

  October 23, 2023
  
  Complaint ID#:  ********
  Consumer: *****************
  Claim Number: CLM00006370
  
  Please allow this to serve as a response to the above captioned matter.
  
  On 10/12/23 the complainants estimate was received by the company.  On 10/18/23 the adjuster spoke to the complainant, and she was provided with a status on what was needed to resolve the claim.  On 10/19/23 the adjuster obtained a statement from the named insured for this incident.  On 10/19/23 the adjuster obtained the statement from the complainant for this incident.  The file was sent for management review on 10/19/23 and authority was granted to deny liability for this loss as the dump truck driver was the proximate cause and liable for this loss for striking our insured to the rear and pushing them into the complainant.  On 10/20/23 the complainant was contacted and advised of the liability denial and a letter was sent the same date advising of the same.  On 10/23/23 the adjuster spoke with a Farmers insurance representative also advising on the liability denial.
  
  Based on the aforementioned the Company feels it is handling the claim accordingly in relation with the loss settlement terms of their insurance policy.   
  
  Respectfully,
  
  *********************
  Sr. Property Damage Director
  Phone: ************
  

• Initial Complaint

  09/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I filed a claim on 7/30/23 (#ULV12695) for a loss that happened the night of 7/29/23, I have yet to get my claim resolved. I have been calling, leaving numerous voicemails and have not received a callback. All I want is my car fixed so that I can move on. I will continue to leave voicemails and file complaints wherever I can to get my claim resolved.

  Business response

  10/05/2023

  October 5, 2023
  
  Complaint ID#:  ********
  Consumer: ***************************
  Claim Number: 23ULV12695
  
  Please allow this to serve as our response to the above captioned matter.
  
  The loss was reported by the complainant on 8/9/23, advising that she rolled over debris in the road and caused damage to her rear bumper on 7/29/23.
  
  The claim was assigned to an adjuster for an investigation into coverage and the complainants vehicle was set up for an inspection for damage.  On 8/16/23 the complainant was advised the adjuster is awaiting the completed vehicle estimate for review and would contact her back upon receipt.  On 8/17/23 a contact, storage mitigation letter was sent to the complainant.  On 8/18/23 a call was placed to the complainant to obtain her recorded statement and the connection was lost.  A call back was made to the complainant and a message was left on her voicemail for a return call.  On 9/11/23 a call was received from the complainant after hours and she was advised the adjuster will follow up with her during regular business hours or she could also call back to provide her recorded statement between normal business hours. On 9/21/23 the adjuster obtained the recorded statement of the complainant.  The complainant confirmed no police report was filed for this incident. The adjuster advised the complainant that FCIC has sightings of her vehicle with the exact same damage prior to the inception of her policy and requested proof of prior repairs for the vehicle.  The complainant advised the adjuster that the vehicle had no prior damage to her vehicle and only had minor mechanical work completed.  On 9/21/23 the adjuster advised the complainant that the next step for her claim would be a request for Examination Under Oath due to the inconsistencies regarding this matter.  On 9/25/23 the file was sent to Defense Counsel to conduct the Examination under oath. 
  
  The file is still open and pending the completion of the Examination under oath by the complainant and the completed claim investigation.
  
  Respectfully,
  
  *********************
  Sr. Property Damage Director

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