ComplaintsforUnited Security Insurance Company

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was involved in an accident with their client 5/17/23. Was able to make a claim but after that I have never been contacted by an agent or adjuster after several attempts. It has been almost a month with no response.

  Business response

  06/22/2023

   

  Complaint ID#: ********
  Consumer: *********************; 
  Claim Number: CLM-00003124
  
  Please allow this to serve as our response to the above captioned matter.
  
  The Company received notification of the claim on 5/18/2023 from *********************, the complainant. 
  
  On May 30, 2023, a representative with ***** Ranger received a call from the complainant who was wanting an update regarding the status of the claim.  The representative provided the contact information for the assigned adjuster and provided the requested information.
  
  On June 15, 2023, the investigation into coverage was concluded and it was determined that there was not a valid policy in force at the time of loss.  A representative with ***** Ranger contacted the complainant to advise of the coverage denial.  A formal coverage denial was mailed to the complainant.
  
  On June 22, 2023, the Claims Director placed an outbound call to the complainant to advise him of the coverage denial.  There was no answer, and the Claims Director was unable to leave a voicemail for the complainant as the voicemail box was not setup on the phone.
  
  Based on the aforementioned we believe we have acted accordingly in our handling of the claim.
  

• Initial Complaint

  06/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am an attorney representing ***************** whose vehicle was damaged on 12/7/2022 due to the negligence of United Security Health Casualty Insurance Company insured driver. Claim Number: 22UAR00326. I made a demand on 4/10/2023 for Loss of Use in the amount of $1,937.70 via email direct to claims representative *****************************, ********************************************** with a copy via email to ********************************************** No reply. Re-Sent email 4/21/2023 and by US Mail. No Reply. Re-sent Demand letter 5/2/2023 via email using previous communication email thread of ***************************** and for the 3rd time copied ********************************************* and the 3rd time also sent demand letter by certified mail return receipt requested , which letter was signed and received 5/9/2023. No Reply. I called ********'s direct line and left VM's on 5/30/23, 6/1/23 & 6/6/23. No Reply. I will attach and upload demand letter dated 4/10/23 and re-sent , as outlined above, on 4/21/23 & 5/2/23 and green card receipt showing copy of demand letter received by United Security Health Casualty **** *** on 5/9/23. Payment needs to be made immediately for the demanded amount. I will only speak with the PD claims director or claims supervisor. If payment not received immediately, Next steps are to file complaint with ******** Insurance Commissioner and file suit. Payment needs to be made immediately. Thank you for your courteousness assistance and cooperation. *********************, ********* ********** of *********************, PLLC.

  Business response

  06/22/2023

  Complaint ID#: ********
  Consumer: *********************
  Claim Number: 22UAR00326
  
  Please allow this to serve as our response to the above captioned matter.
  
  The Company has left a voice message for the Complainant requesting return contact so we can discuss their loss of use demand. The Company will be extending a reasonable offer for loss of use, given the information available. We await return contact from the Complainant in hopes of coming to an amicable resolution to the matter.
  
  Based on the aforementioned we believe that we have acted accordingly in our handling of the claim.

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was involved in an accident with a client of this company, called several times with their policy number and accident report information and I was left on hold for over an hour several times. Never spoke with anyone but the operator.

  Business response

  06/06/2023

  The Complainant was contacted on 5/30/23 and their claim was filed.  

• Initial Complaint

  05/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was involved in a car accident with a policy holder of United Security Insurance Company yesterday (5/17). I've tried calling the company 20 times, waited on hold for an hour, and left numerous call back requests through the auto-dial prompt...because apparently no humans work at this company to file the claim. I tried calling all three numbers for the company this morning and all lines are dead. The inability of this company to pickup the phone or call back is ridiculous and a problem.

  Business response

  05/18/2023

  The complaint has been resolved, Contact has been made with ************************* and a claim has been filed.  

• Initial Complaint

  12/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was rear-ended on 8/23/22. The other party provided an insurance card from this insurer. Claim filed 9/2022. **************** verbally informed us that the claim was being denied due to other driver not having coverage at the time of the accident. As of 12/21/2022 United security has not provided a letter of denial or offered to proceed with my claim. I have called multiple times with a minimum wait time of 25 minutes to try to speak to someone. Often I am disconnected prior to reaching anyone and if I can leave a message no one calls back. I have actually spoken to someone 3 times out of all the times I have called and at no point have they been able to provide me a letter. All I am seeking is a denial letter to provide my insurance.

  Business response

  01/09/2023

  January 8, 2023
  
  
  Better Business Bureau of ******* & Northern ********, Inc.
  ******************************************************************************************* 60611
  
  
  RE:          Complaint ID#: ********
                  Consumer:          *************************
                  Claim Number: 22UAR96177
  
  Please allow this to serve as our response to the above captioned matter.
  
  This claim was reported on 09/06/2022 by the complainant with a date of loss 08/23/22 advising our insured rear ended her.
  
  This claim was assigned, and the adjuster noted that a coverage issue was present as the policy cancelled on 04/04/2022.  ********** report was requested to confirm the date of loss.
  
  ********** report was received,and it confirmed the date of loss and confirmed coverage was not applicable on the date of loss.  The adjuster contacted the complainant to advise coverage was not applicable as the policy cancelled prior to the date of loss.
  
  The Company feels we have acted appropriately as guided by the policy of insurance.
  
  Respectfully,
  
  *************************
  Property Damage Director
  Phone: ************
  

• Initial Complaint

  10/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 7 2022 I was involved in an accident with an insured driver from this company. July 28 2022, I spoke with ********************************* where she took my statement about how the accident happened. She told me she would get with me in 2 weeks which, I didnt hear from her until mid September. Same month I call an asked her about my medical bills and confirmed she seen them in the system. On sept 30,2022, I spoke with ***************************** for the first time. I found out he was my medical juster that was just assigned to my claim. He told me that ******************************* lied about having my medical bills just to get me off the phone. I was with ************************** October 3, 2022. He was rude and very unprofessional to accuse the medical company I went to for my leg, back pain, foot pain due to the car accident accused of scamming. Defamation at its best I also felt like he accused me of scamming, too! I told him I was driving I also have a witness of the verbally gaslighting towards me and my friend had to get on the phone. He talked over her too! It was too much for me! my son was in the car had to listen to him being rude and disrespectful . He would talk over me numerous times. I told him, I have more medical documents that I didnt send in and would send them on October 4,2022! He told me it was to late to send them in. How can that be when I just got signed to him a couple of days ago. He also, gave me the wrong number to his supervisor whos name is *********************. I dont trust the information. These two adjusters are lying together! Cant trust a word they say! Makes the company look bad. Theyre only accepting 75% of liability. Im still waiting on the to tell me the reason why theyre accepting 75% liability. When their insured driver got a citation for driving distracted? I would like it to be verified. I would like to receive a new medical claim adjuster ASAP. Please! Thanks .

  Business response

  10/25/2022

  October 10, 2022
  
  
  Better Business Bureau of ******* & Northern ********,Inc.
  330 *******************, Suite 3120
  *******, ******** 60611
  
  RE:         Complaint ID#:  ********
  Consumer: Tamron Martindale
                 Claim Number: 22UAR94387
  
  Please allow this to serve as our response to the above captioned matter.
  
  Please be advised that *************************** received an offer of settlement for both the property damage and bodily injury claims submitted. On September 30, 2022, the Property Damage Adjuster extended an offer for the property damage portion of her claim. The Adjuster explained the amount accepted based on the comparative negligence attributed to *************************** for this loss.
  
  On October 5, 2022, the Bodily Injury Adjuster extended an offer of settlement for bodily injury to ***************************.
  
  On October 14th, *************************** accepted our offer of settlement and submitted a signed release to **, payment has been made to the claimant.

  
  Respectfully,
  
  *****************
  Casualty Director
  Phone: ************

  
  

  Customer response

  10/27/2022

   
  Complaint: 18162363
  
  I am rejecting this response because:
  
  Sincerely,
  
  Tamron Martindale Im only rejecting this response because how, I was treated! The adjuster *********, lied several times about not receiving my, Medical documents. Joesp Terrosa  bullied me on the phone. Thats why, I had made our communication through email only! They Never explained to me why they were only accepting responsibility for 75% for damages! I hope, I never deal with them again!! Those adjusters make the company look bad. This company dont care about their adjusters lying & bullying people. I wont be responding back to any future responses. I did accept my offer. 

  Business response

  11/08/2022

  November 7, 2022
  
  
  Better Business Bureau of ******* & Northern ********, Inc.
  330 *******************, Suite 3120
  *******, ******** 60611
  
  RE:          Complaint ID#:  ********
  Consumer: Tamron Martindale
                  Claim Number: 22UAR94387
  
  Please allow this to serve as our response to the above captioned matter.
  
  As stated by ***************************, this matter has been resolved and closed. The adjuster has a detailed note outlining a phone discussion with *************************** that occurred on September 30, 2022, in which she outlined that liability was accepted at 75%. This offer was also presented to *************************** in writing.
  
  Please contact me if you have any questions, or if you need anything else.
  
  Respectfully,
  
  *****************
  Casualty Director
  Phone: ************

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 04/28/22 I went to IU Health ****** Hospital at ************************************************************************************************* because I suffered dizziness and vertigo, I work up high and this was very dangerous for me limiting my working ability. I was examined and diagnosed with sinusitis and after examining my ears for wax build up was diagnosed with " clear as a bell" ears and no wax buildup. I was then given a prescription for an antibiotic. The next day I experienced vertigo again and I made an appointment with CVS walk in clinic in ************* at which the nurse practicioner examined my ears and found severe wax buildup. She then proceeded to remove the extensive wax buildup after which I was fine. No more life threatening dizziness or vertigo. IU Health wants to charge me over $600.00 after misdiagnosing my health issue and causing me further health problems and endangerment. CVS charged me $99.00 which I gladly paid after CVS nurse correctly diagnosed and cured my health problem. Since IU Health misdiagnosed the severe earwax buildup AFTER EXAMINING MY INNER EARS! I should not be charged for the visit.

  Business response

  09/22/2022

  United Security Health and Casualty has done a thorough review of our files, we do not have any record of ******************* being one of our policyholders.  If ************** could provide us with a policy number, we'd be more than happy to look into his concerns further.  

   

   

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a wreck on 4/27/22 and I have insurance with United security health and casualty. They took my vehicle and I have no car to drive. My adjusters name is *************************. I have contacted her every day sometimes twice a day and have gotten no answer. The one time I talk to her she couldnt give me any information she does not know where my car is she doesnt know if its totaled or if theyre gonna try to fix it. I have now called every day for the last two weeks and no one answers. I have full coverage and I need to know what theyre going to do. I have two children a job and Im getting ready to lose my job if I cant go back to work. I cannot go back to work right now because I dont have a vehicle to drive . I heed some answers. I have paid faithfully ****** a month and it is crazy that no one will redound to emails or phone calls. The other driver is trying to get a hold of my insurance and they cannot get through either. Please helo .

  Business response

  06/01/2022

  
  May 26, 2022
  
  
  Better Business Bureau of ******* & Northern ********, Inc.
  330 *******************, Suite 3120
  *******, ******** 60611
  
  RE:          Complaint ID#:  ********
  Consumer: **************************************************************************************************************** Number: 22UAR91177 & 22UAR90670
  
  Please allow this to serve as our response to the above captioned matter.
  
  Please be advised that the Company has resolved the investigation into coverage and liability for this matter. Ashley ***** 2016 ******* Elantra has been deemed a total loss. The Company is reviewing the value of her vehicle, and will be presenting an offer shortly.
  
  Please contact me if you have any questions, or if you need anything else.
  
  
  

• Initial Complaint

  01/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint relates to United Security *********************************************** Claim Nr. CLOK-18-*******. My complaint consists of the fact that USH&C obstructed communication, has been non-responsive, has demonstrated non-performance in resolving this claim, and has failed to complete its obligation to provide a summary of its review and resolution - a letter of declination, at the least. My claim, following an accident that occurred on August 11, 2021, was established on August 24, 2021, after herculean efforts over 6 business days to contact New Claims at USH&C. The policyholders son, ***********************************, was driving her car when he struck my parked, unoccupied vehicle on a quiet residential street. The policy held by his mother, *************************, indicated no drivers were excluded. From the onset, I heard USH&C representatives say there seems to be a coverage issue well need statements from the driver and policy holder. Every follow up phone call and email to my USH&C claims representative, the New Claims supervisor, and the ******************** was ignored. I did receive three phone calls and one mailed form September 7 (call), October 18 (form), October 25 (call), November 15 (call) to inform me each time that there seems to be a coverage issue we still need statements from the driver and policyholder. My claim is now 5 months old. I have not heard from anyone at USH&C since November 15, 2021. It is now January, 2022. Recognizing that USH&C was going to delay my claim in hopes that I would go away, I was forced to file Collision coverage and pay $1000 deductible with my insurance company. I rented cars with Hertz for 70 days using the *** code given to me by USH&C for partial reimbursement ($23.99 per day). I believe that, due to USH&C incompetent processing of my claim that, at a minimum, USH&C should reimburse me $1000 for my deductible and at least partially reimburse my $5225.40 car rental expense (70 x $23.99 = $1679.30)

  Business response

  01/24/2022

  The Complainant reported the loss to the Company on 08/24/2021 concerning an accident that occurred on 08/11/2021. The Complainant advised that the Unlisted Driver who was operating an Unlisted Vehicle at the time struck his parked and unoccupied vehicle.  
  
  The Company contacted the Insured and was able to briefly address the facts of loss. The Insured was advised that we need to take a statement from the Unlisted Driver who was operating the Insureds Unlisted Vehicle at the time of the loss. The Insured advised that the Unlisted Driver was not available to give a statement at this time and was advised that in order to proceed with coverage on the loss, the Company would need a statement from the Unlisted Driver.  The Company as well advised the Insured that we would need a copy of the Title of the vehicle.   
  
  The Company through the dates of 09/10/2021- 10/25/2021 made Nine (9) phone calls to the Insured and the Unlisted driver and was unable to reach either party. The Complainant was contacted on 10/25/2021 and was advised of the on going attempts to reach the Insured and Unlisted Driver.
  
  The Company denied the loss on 11/18/2021 based on the Insured failing to cooperate. The Company mailed out a denial letter to the Complainant on 11/19/2021 and on 1/17/2022. It should be advised that there are also numerous coverage issues pending should the Insured/ Unlisted Driver contact the Company and agree to cooperate.
  

  Customer response

  01/28/2022

   
  Complaint: 16487795
  
  I am rejecting this response because: This response is a repeat of the information that was provided previously. First, I question the company's commitment to addressing my claim. They indicate that their policyholder told them the driver was unavailable to give his statement when they made their first and only contact with her. The driver (the policyholder's son) was residing at his parent's home at the time of the accident. Unless he moved and changed his cell phone number - which is in the police report - the company has failed to fully purse this claim. If insurance companies can duck paying any part of a claim - and keep their money - by simply failing to communicate with their own policyholders, they should be awash in cash!

  Second, the company claims that they reviewed the claim and sent me a letter of declination on November 19, 2021. They claimed also that they sent "another" letter on January 17, 2021 - shortly after my initial review was sent to BBB. This pattern fits, again, with my complaint that communicating with this company was nearly impossible. Not a single phone message left with my Claims Rep, the Claims Supervisor, or the ******************** was returned. No emails were ever replied to. And even when I showed the courtesy of sending my concerns to a company representative identified on the BBB website - no reply. The fact that their November 19th letter never materialized comes as no surprise and the January 17th letter came only after my complaint is fitting. 

  The eventual indication that this company was unresponsive and likely to delay and ultimately deny, delayed my decision to turn to my own company, costing me a $1000 deductible and additional car rental expense. I used the *** code given to me in (faint) hopes that there might be partial reimbursement from USH&C. 
  
  Sincerely,
  
  *******************************

  Business response

  01/31/2022

  Please allow this to serve as our response to the above captioned matter.
  
  The Company advised in its first response that as many as nine (9) attempts were made by the Company to reach the Insured and the Unlisted driver operating their vehicle at the time of loss.
  
  The claim was denied by the Company on 11/18/2021, based on the conditions of their policy that advises the Insured must cooperate with the Company concerning a loss.
  
  To date, the Insured and or the Unlisted Driver have not contacted the Company to address the loss. At this time the file will remain closed and denied, until cooperation in this matter is addressed by the Insured and the Unlisted Driver.  
  
  

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