ComplaintsforClearcover, Inc.

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son, *********************************, was involved in an accident with your insured, *************************, policy # ***************** on January 19th, 20**. It has been more than 40 days since the acceptance of the claim #**ATTX0027192. It has been 30 days since a payment from you on the initial estimate and longer than 15 business days since we have received any notification from you regarding this claim. Our ****************************************************** storage at *********************** without further response from you on the supplemental damages after the initial repair estimate received on 2/3/**. We have heard from *********************** that you may have deemed our vehicle as a total loss as of March 3. 20** or possibly sooner. I can also provide phone records and unanswered emails from myself regarding this claim if you would like for me to provide these records as well. To this date, no repairs have been made on our vehicle and no plans to compensate for the loss of our vehicle have been made plain or clear. I have also included the most recent charges of our loss of use rental car payments. I have documentation of the following correspondence with attachments...1.19.** Date of loss 1.24.** Date of claim acknowledgement (email attached)1.28.** Vehicle picked up and towed to *********************** 1.28.** Rental car prepaid receipt (attached)2.3.** Initial Estimate Received (email attached)2.4.** *********************** Voicemail response to initial estimate (attached)2.9.** *********************** Voicemail indicating supplemental estimate with additional damages (attached)2.14.** *************** Loss of Use Payout (attached)2.15.** *************** Initial Estimate Payout (attached)no documented response from the *************** since 2.15.** Accounting to date:($270.00) 2/14/** *************** Payment (Loss of Use $30/day @ 9 days, pending actual costs)($3,426.79) 2/15/** *************** Payment (Initial Estimate Payout)$1,0

  

  Business response

  03/25/2022

  Thank you for this opportunity to address your concern.  A payment of $1,427.66 for loss of use was sent on March 22. An evaluation of your vehicle is being prepared.     
   If you have any questions,  please contact us at  *********************************. 
  
  

  Customer response

  04/05/2022

   
  Complaint: 16898079
  
  I am rejecting this response because:

  I have only received the check from Clearcover for loss of use.  I have been informed that the vehicle has been deemed a total loss and released the vehicle to them 3 weeks ago and have not received any further communication from them on what the value of the vehicle is nor have I received a final payment on the value of the vehicle.
  
  Sincerely,
  
  *******************************

  

  Business response

  04/14/2022

  Thank you for this opportunity to address your concern. It is our understanding that ************************* is in touch with you to resolve this matter.  If that is not the case, please contact us at  *********************************. 
  

  Customer response

  05/13/2022

   
  Complaint: 16898079
  
  I am rejecting this response because:

  I was given a new contact, *************************, from the ************ that apparently handles claims for ClearCover.  At first he was very responsive and gave me the figures for the total loss compensation on our 2013 **** Escape as well as the loss of use compensation.  Everything was great and I thought to myself, thank you this is finally over!  I then sent over the title and DMV Transfer forms that were received on April 29 (attached).  

  However, my problems are back... I have not heard back from ************************* or anyone since.  ************************* **************.    

  I feel like this company is only responding to me when the BBB is involved.  Please help me again to get this resolved.  I am waiting on the check for the cost of the vehicle and the remainder of the loss of use.  

  Please reopen this file.  

  Thank you,

  *******************************

  ************

  
  
  

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi, my name is *************************** and I have a car insurance policy with Clearcover. I was in an accident on Monday 2/21/2021. I filed a claim with Clearcover and my car was deemed a total loss. I have not heard anything back what so ever. I have not spoken with the total loss adjuster YET, my insurance adjuster never picks up the phone, whenever I try to call the Clearcover number Im on hold for 1+ hours then when I leave a call back I never receive one. I am desperate because I have no car now. I cant even get to work, and these people wont even keep me updated though I pay my hard earned money to them. I cant even get another car loan due to them not sending me a total loss letter. I havent even received an estimate on what my car is worth!!! They havent even discussed working with my finance company with the gap insurance! I am completely fed up. I have police reports filed, I have tow slips for my car, I have photos of the accident I have absolutely everything. I want this fixed or I am taking this to court. My policy number is MD148972. I cannot express how angry, and blood boiling this process is. I will never ever ever ever ever have this insurance company again in my life and Ill never ever ever ever recommend this insurance company to anyone. Pay me my **** money. I bought full coverage for a reason, and yall cant even give me a phone call? Really? I pay YOU and trust YOU to insure MY car and I cant even get a phone call???? That is beyond me man. My email is ************************* please get in contact with me ASAP!!!!!!

  

  Business response

  03/08/2022

  Thank you for this opportunity to address your concern.  It is our understanding that ******************************* of our claims department is in touch with you to keep you updated.  
   If you have any questions,  please contact us at  *********************************. 
  
  

• Initial Complaint

  02/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In November of 2021 I made an accident claim regarding 2015 ******* SONATA SE car. I had full coverage with Clearcover Insurance. I waited a week and half before they towed the car to the body shop. Once I was able to finally get it reviewed and was given adjuster. The original adjuster failed to give the correct estimate for the body shop to began work ************** Shop on ***********************************. I waited for 3 weeks to get them to contact me back and send a revise estimate. Then they failed to send the proper paperwork for them to put my car in production for them to begin the work. Since then they said I max out of my rental and I been without a car all this time. This week I attempted to call them to find out why they failed to submitted payment to the Body shop. Since they have agreed to pay I heard nothing. They refuse to return my call. It has been such a hardship I been without my vehicle since a November. It is now February and I have no one else from their company that will assist. My claim number is 21ATOH0020954. This is ridiculous I been without my vehicle all this time and no answers or payment that has went to the Body shop. Now the aBody shop says they order the wrong part and it may take up to another 2 months to get and not sure how soon they will be able to put it back in production for it to be fixed.

  

  Business response

  02/24/2022

  Thank you for this opportunity to address your concern.  It is our understanding that *********************** of our claims department is in touch with you to keep you updated.  
   If you have any questions,  please contact us at  *********************************. 
  
  

• Initial Complaint

  01/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband who is a policy holder on the account got in a small accident on 12/20/**. I called Clearcover opened a claim and started the process. I have car rental coverage but was told was told to pay and then be reimbursed. Today is 1/28/2, I have paid over $2k in rental car fees and my car is not repaired as of today. I have called email and nothing claims adjuster is never available to answer my calls or emails. Never dealt with such and unprofessional company. Claim # **ATMD0023468

  

  Business response

  02/05/2022

  Thank you for this opportunity to address your concern.  Our records indicate that ************************* of our ************* is in touch with you to resolve this matter. If you have any questions,  please contact us at  *********************************. 
  

• Initial Complaint

  01/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Dec 28, 2021 a payment was sent to Clearcover and was not posted. I called to ask about the problem and was told it was a technical glitch. I was in the process of buying a car and couldn't add the new one or remove an old one. I called again, was told they were still working on the issue. I decided to switch insurance companies and cancel the policy on the advice of one of Clearcover's agents. When I called back to cancel the policy I was told the refund requested would be sent in 3-5 bussiness days. My policy was cancelled on Jan 13,2021 which would've started the beginning of the business days. When the funds were not credited to my bank account on the sixth business I called to find out why and was told that the refund request wasn't put in yet and I had to wait until they fixed the problem. I find this unacceptable and I also feel that I'm being pushed off due their mistake. My biggest concern is how can I be responsible for a problem on their end not mine?

  

  Business response

  02/01/2022

  Thank you for this opportunity to address your concern. Our records show that you received the refund on January 28.  If this is not the case, please contact us at:
  ************** or at ********************************** 
  

• Initial Complaint

  01/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'd canceled my policy with this so called insurance company because of thier lack of professionalism and understanding, specially during the pandemic, because they refused to reduce their rates even though they're very happy and quick about raising your rates just because other people were having accidents. But apparently their lack of professionalism has been following me for almost two years after I had canceled my policy. My new insurance carrier has advised me that they have put me at fault in accident that I was not at fault and I've been paying extra for the last two years because of that mistake. It actually gets worse! After contacting them three times and explaining the situation and even threatening them with lawsuits and reviews, none of the the three associates have gotten me a called back nor fixed the issue. Don't leave the most sensitive times of your life like accidents and misfortunes into these people's hands, they've been unprofessional since day one, worse company to have during an accident even if it's not your fault, they try to scam you, not send you full amount of checks to see if they can get away with it or at least that's what it felt like after the third check! tried to total my car so they can profit instead of fixing it I guess. They're about the worse and just like I told the last representative if they don't reach out they're about to be sued by me for their lack of so many things including common sense. The fact my rates have gone up because of their mistakes and this is how they respond shows they're bunch of kids that have no clue what they're doing. And once again Mr. **** your lack of experience has ruined my experience. I've been trying to resolve this issue for the last three months. ??

  

  Business response

  01/27/2022

  Thank you for this opportunity to address your concern.  Clearcovers records indicate that you had two losses, one on 9/26/2018 claim ******** and the other on 10/8/2019 claim 120.7777.
  You are not at-fault for either loss.  Please find attached a Letter of Experience stating that you are not at-fault for either loss.  Please provide this letter to your current carrier.  
   If you have any questions please feel free to contact us at 
  ************** or at ********************************** 
  
  

• Initial Complaint

  01/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the policy on November 12, 2021 They did not ask for my milage or any pictures of the vehicle when purchasing the auto insurance which to me was odd. My accident of a deer hitting my vehicle was claimed on November 15th 2021 the actual accident happened on Sunday November 14th 2022 . I did not file the claim til mon Nov 15th 2021 because it was a Sunday and they were closed but I talked to ****** and she told me to file the claim on the clear cover app and instructed me to follow the directions of the app to file it. It instructed me to take pictures of the damage in certain angles. Then on Dec 6th I called to get a update on the claim , ****** then sent me the estimate repair paperwork via email and she also sent this same estimate ro my repair shop so they could order the parts , she stated I would get an email from a 3rd party with how I can get the check for the claim and give my banking info to receive the check for the claim then , it would take 3 business days so on Dec 10th *********** I called to see why I haven't received the 3rd party email , no one called me back then on Dec 17th 2021 ****** called me back to tell me I needed to get the cancelation paperwork emailed to her from where progressive was no longer my insurance so I sent an email from progressive that was sent to me and then a screen shot to the same paperwork then on Dec 28th I called to see where the 3rd party email was and ****** told me I needed to show phone records of me calling my fiancee the day of the accident with the deer so I sent her the screen shot of my call to him and she said ok thank you and then on Jan 3rd the day I'm suppose to take my car to the shop to have it repaired I still hadn't received the email to give my bank account info to get the repair check to make sure I get the shop paid so I did not take my car to them and called clear cover again so ******* which is Connie's supervisor is telling me I need phone records which I have sent the one I have

  

  Business response

  01/19/2022

  Thank you for this opportunity to address your concern.  Our investigation has determined that the damage to your vehicle occurred before you purchased the policy.  A copy of the denial letter sent to you is attached.  If you have any questions,  please contact us at  *********************************. 
  
  
  

  Customer response

  01/25/2022

   
  Complaint: 16472292
  
  I am rejecting this response because:
  

  From: ************************* <**********************>
  Sent: Saturday, January 22, 2022 9:48 AM
  To: Customer Relations <***************************************************************************************>
  Subject:

   

  They are denying my claim , because they are saying the date of loss I was not covered and thats a straight up lie , I have sent them the phone record of me calling **** at the time of loss and date of loss , and the pictures of the date of loss , so I don't know how their gonna deny it when u can't change a date on a picture from your ****** account .. the Date of loss is Sunday around 735pm November 14th and the claim was made the following day on Monday November 15th 2021 because I called and they told me to follow instructions on the app to file the claim .which I did because it was dark out the day of the claim . When does an insurance company not ask you for vehicle pictures the day u purchase the policy . If they would have asked for pictures of my vehicle the day before purchased the policy then there wouldn't be any denying of this claim and that was November 11th 2021 and Nov 12th . First they told me I was still under a policy with progressive insurance and I had to prove to them I wasn't then they said I claimed the loss on the 13th and that was a glitch in their app so I'm assuming they are just trying to get out of paying the ******* because they have already gave me an estimate of the claim and sent it to my body shop also so they could order the parts the day the car was to go in to get fixed they tell me I need the phone records of **** calling my son , I am no longer with **** and he is not gonna provide anything for me so if they wanna deny me then I guess I will take them to court 

   

  Thanks 

  *************************

  Customer response

  01/25/2022

   
  Complaint: 16472292
  
  I am rejecting this response because:
  

  From: ************************* <**********************>
  Sent: Saturday, January 22, 2022 9:48 AM
  To: Customer Relations <***************************************************************************************>
  Subject:

   

  They are denying my claim , because they are saying the date of loss I was not covered and thats a straight up lie , I have sent them the phone record of me calling **** at the time of loss and date of loss , and the pictures of the date of loss , so I don't know how their gonna deny it when u can't change a date on a picture from your ****** account .. the Date of loss is Sunday around 735pm November 14th and the claim was made the following day on Monday November 15th 2021 because I called and they told me to follow instructions on the app to file the claim .which I did because it was dark out the day of the claim . When does an insurance company not ask you for vehicle pictures the day u purchase the policy . If they would have asked for pictures of my vehicle the day before purchased the policy then there wouldn't be any denying of this claim and that was November 11th 2021 and Nov 12th . First they told me I was still under a policy with progressive insurance and I had to prove to them I wasn't then they said I claimed the loss on the 13th and that was a glitch in their app so I'm assuming they are just trying to get out of paying the ******* because they have already gave me an estimate of the claim and sent it to my body shop also so they could order the parts the day the car was to go in to get fixed they tell me I need the phone records of **** calling my son , I am no longer with **** and he is not gonna provide anything for me so if they wanna deny me then I guess I will take them to court 

   

  Thanks 

  *************************

  

  Business response

  02/03/2022

  Thank you for this opportunity to address your concern.  Based on the additional information you have provided, Clearcover will be settling your claim.  A payment of $2,251.43 will be sent to you.   If you have any questions,  please contact us at  *********************************. 
  
  

• Initial Complaint

  01/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Filed an auto claim on 12/18/21 and am still going through the process. This process has been delayed significantly and since I was a new customer, they immediately dropped my coverage right after my next payment of coverage and before my claim was resolved. They have admitted suspicion of fraud, even though I have been completely honest throughout the process and have provided them with plenty of information regarding the accident. My accident was a non injury claim, with no other parties involved, so I was expecting the claim to be resolved fairly quickly. Clearcover is extremely difficult to get ahold of throughout the claims process, there delays have caused significant financial hardship. I have reached out to ask for a supervisor to handle my claim, yet she has been too busy to get back to me and offer assistance. After almost 4 weeks I have finally received my total loss valuation which I felt was significantly lower the the true value of my vehicle with todays current market. They have been nothing less than difficult, and I have never felt more discouraged or accused of being fraudulent by a company before this process. I have never felt the need to reach out to BBB until today. I just want a fair valuation for my vehicle. Thats what I deserve based on the terms of my coverage and they seem like they could ***e less about assisting me with this. Rather than working with me to negotiate a fair payout, they are unreachable and forcing me to contact my own independent appraiser for valuation, after I already provided them with vehicles of the same value currently for sale in my market. I have also provided them with the NADA *** valuation, which is significantly more than the low ball payout they offered me. I would never recommend Clearcover to anyone, they have been so extremely difficult, dropped my insurance for filing a claim within 30daysin which I had no control of as a customer in an accident, and dont seem to ***e about assisting me.

  

  Business response

  01/21/2022

  Thank you for this opportunity to address your concern.   ***********************, the Claims Supervisor, is in touch with you to resolve this matter. If you have any questions,  please contact us at  *********************************. 
  
  

• Initial Complaint

  01/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a claim November 2021 I also purchased my insurance with clear cover in 2021 I paid $300.18 for full coverage with no roadside assistance my car was shot at at 11 PM at night the day after Thanksgiving and a police report was filed the bullet graze wasnt notice until the following morning which I called my insurance company to file a claim clear cover then told me that the photos Ive submitted were from February 2020 I didnt purchase my car until August 2020 no one picked up the phone call for weeks at a time and then when I ask to speak to someone they were hanging up no one responded to emails nor text messages I thought my claim in November it is now January and I never received my Claim funds also my insurance was canceled and I dont feel like it was fair and I feel like clear cover insurance company is a scam and they only cover policies or insurance claims that they know that theyll get a large sum amount of money out of and they dont work with people who are making small claims or who havent been with them for a long period of time

  

  Business response

  01/18/2022

  Thank you for this opportunity to address your concern.  Our investigation has determined that the damage to your vehicle occurred before you purchased the policy.  A copy of the denial letter sent to you is attached.  If you have any questions,  please contact us at  *********************************. 
  

• Initial Complaint

  12/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My insurance was suppose to reinstate on Saturday 12/18 and the payment never processed. I didnt get a notice until today and now Im being told its too late and I have to make a new policy and pay 155 more dollars. I tried to get them to honor the price that was set up for my reinstatement but they wont do it. I want to continue my policy but they need to honor the price due to their lack of communication.

  

  Business response

  12/23/2021

  Thank you for this opportunity to address your concern. 
   Your premium has been adjusted accordingly.  
   If you have any questions please feel free to contact us at 
  ************** or at ********************************** 
  
  

  Customer response

  12/30/2021

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

*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. ↩