ComplaintsforAmerican Alliance Casualty Company

• Initial Complaint

  07/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My vehicle was involved in a hit and run accident on 5/30/2024. It was parked and hit by an unknown person or persons. I filed a claim with my insurance company, American Alliance that same day, 5/30/2024. I had my vehicle towed to the nearest auto body shop, *****'s Auto Body and Mechanical, ******************************************, ***********. I called American Alliance about a week later to get an update. They claimed that they received the police report on the 5th of June and that it would take 5 to 7 business days to make a decision. They suggested to call back the following week. I did call them back and I was told that they were investigating prior claims with other insurance companies in the past for 36 months. I asked, why did they wait to do this investigation so late, why not do that as soon as my claim was filed? They did not have an answer for me and suggested emailing ******************************************** I did emailed them on June 24, 2024. i did not receive a call or email back from them. I called again today, July 2, 2024 asking for an update. They told me the same thing, that they are investigating 36 months of prior claims with my other insurance companies. I told them that they are taking long and that I need my vehicle repaired now. I demanded to have them call me back regarding this investigation. It seems that they are delaying the repair process. I simply want my vehicle serviced/repaired. This is why I have full coverage insurance.

  

  Business response

  07/03/2024

  *****************************, we are sorry to hear you had a less than favorable claim experience. A representative from American Alliance will contact you regarding your concern.

  Customer response

  07/03/2024

   
  Complaint: 21931185
  
  I am rejecting this response because:

   

  Noone has contacted me sunce 5/30/2024 the start of my claim. And ***** has contacted me regarding this BBB complaint. ***** has explained why it has been 35 days with no repairs, no calls regarding the status of my claim, no explanation. I have had to call every single time to get an update. American Alliance waited weeks to look up a 36 month claim history. Why didn't they do that in the beginning pf the claim? I don't even know who the adjuster is.no name or contact information.  

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

  

  Business response

  07/08/2024

  *****************************, We have provided responses to you via email, and your adjuster has also reached out to you directly by email. However, it appears that you have rejected the response. Please note that the adjuster has 3 business days to review the file and coverage, which was completed on 6/3. Your claim was reported on 5/30, well within the allowed time frame. Unfortunately, there were undisclosed losses for which we need more information. It is your responsibility to disclose all violations, accidents, and claims, regardless of fault, suspensions, or revocations, that have occurred in the previous 36 months. We cannot proceed further until we have this information. We need the undisclosed losses in order to send the information to the underwriting department. Additionally, the adjuster attempted to contact ****************** but received no response.

  Customer response

  07/08/2024

   
  Complaint: 21931185
  
  I am rejecting this response because:

  I reported to thr best of my knowledge what was asked of me when I signed up with Amercican Alliance. Why has it been a year for American Alliance to find these past claims? I was not asked about ********************************* I would have had to do my research and provide what was asked of me. Additionally,  I contacted Founders and they provided me with information requested and copied the Adjuster ********** in the email so that she cab be in direct contact with Founders should she require additional information. 
  
  Sincerely,
  
  *****************************

  

  Business response

  07/10/2024

  It is unfortunate that the customer remains unsatisfied; however, we have addressed the issue within the complaint.In light of this, we kindly request you close out the file.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter and grandchildren were involved in a car accident 3/2023. On or about June 17th 2024 I received a letter stating for myself , my daughter and my sister ( my niece was in the accident as well ) to contact a ********************* at ************. I have made several attempts to contact him with no reply. I have also contacted customer service and after being on hold for over 2 hours I was then transferred to another department and was placed on hold for another hour. No one was able to assist me and the letter stated that we had to contact the claims person within 45 days. This is regarding minor children They never call back and they never answer the phone.

  

  Business response

  07/03/2024

  *************************, we are sorry to hear you had a less than favorable claim experience. A representative from American Alliance will contact you regarding your concern.

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got into a car accident January 20 *********************************************** June 7th 2024. They kept saying that they were waiting on the police report but everytime I look up its no where to be found so I ended up ordering the police report by myself and they sent it to me the next day and still had me wait Another 2 months on them to let me know that they are coming to get my car. They never helped me with the car rental even when I asked multiple times. I told them my situation on me going homeless and that they cut my hour to ************************************** to pay off my car note and I called them and asked them that a while ago and they told me no I dont have that service and then turned around and said that they have me 3 months to pay my stuff when I called and asked them what all can I do.

  

  Business response

  07/02/2024

  *******************************, we are sorry to hear you had a less than favorable claim experience. A representative from American Alliance will contact you regarding your concern.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/5/**** at 4am my work car rental was struck and launched into my personal vehicle by the neighbor across the street who was driving home. The police were called and we had to push vehicle in front of his house. He filed a claim the next day with his insurance company American Alliance and I contacted my work insurance ( due to the rental getting hit ) I then filed a claim (#****C0170403) with AMERICAN ALLIANCE insurance at **************. who let me know that the neighbor had filed a claim as well. I was told someone would be in contact. I now have made 8 phone calls over the 2 week period only to get thru 5 times. The last call being today. Each time the wait is 45mins to an hour or your rerouted to the end of the line and become the 9th person waiting. when I do get thru I expalin each time I would like an update on my claim, They will ask for the claim number , put me on hold for about ***** miutes and i am then automatically transferred to the voice mail of some lady named ***** ( couldn't make out last name). I have left a message with her twice and have received no phone calls. I have reviewed the complaints on this company and there seems to be a pattern of avoidance. I need my personal car repaired.

  

  Business response

  07/02/2024

  The adjuster has attempted to contact you to discuss this coverage denial.   Be advised that coverage was denied due to our insured's use of his vehicle for Door Dash.   I've enclosed a copy of the denial letter.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  An accident where their insured was at fault. According to the police report, he had insurance at the scene, but when we contacted American Alliance, we were told that the policy had expired on May 29th. If this were true, the ************** officer would have marked it that way on the report. We are seeking damages to repair our vehicle. ************** Report #JH302665.

  

  Business response

  06/13/2024

  We are sorry to hear you had a less than favorable claim experience. Please provide the claim or policy number so that we may better assist you. Best Regards.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I filed a claim with this insurance company on May 8th, 2024 when one of American Alliances insured clients rear ended my vehicle resulting in major damage. The accident took place in IL and a police report was filed noting that the insured client of American Alliance was at fault. I, the claimant, called American Alliance the same day to determine next steps.I have since May 8th called American Alliance for an update a total of 7 times. In the span of the calls I have not received a resolution and been transferred to adjuster ****************** whom does not answer the calls. I have left voicemail messages, with detailed information on how to contact me, for ****************** and they do not return the call.I have also been transferred to ********************* for whom I have also left a voicemail message with contact information for them to return my call and they have not done so.I was told that there would be next steps for some kind of resolution after 30 days and it is now June 11, 2024 and they have not taken my calls or reached out to me with any information.

  

  Business response

  06/25/2024

  Dear ****************,

  This will confirm the adjuster spoke to your on 6/13/24 and explained the reason for our denial.  In addition, you received an email response from the supervisor concerning this same subject.

  Customer response

  06/25/2024

   
  Complaint: 21835655
  
  I am rejecting this response because:
  The case was never resolved by American Alliance.

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

  

  Business response

  07/03/2024

  Please be advised that this case was not resolved because their is no coverage for this loss.   This has been explained previously, both verbally and in writing.

  Customer response

  07/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and do not find that this resolution is satisfactory to me. The business did not resolve the issue and continues to provide me with a response that they are unable to do anything. Therefore, I have sought out other resources to help resolve the matter.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I allowed my mother to drive my car, and someone struck her and ran from the scene. The police report states that my car was traveling westbound and the other car was traveling northbound and failed to yield to my car. American alliance sent my mother stating that the accident was here fault and theyre seeking payment from her. I have full coverage and the police report and all evidence points to my mother not being at fault. American alliance has also lowballed me with payments and left out my rear door on the estimate. I was also told, that I would hear from the adjuster and she refuses to answer any call back requests or emails.

  

  Business response

  06/11/2024

  ****, ********, we are sorry to hear you had a less than favorable claim experience. A representative from American Alliance will contact you regarding your concern.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 05.31.2024 I had an accident with American Alliance insured. I have my accident report that I was right. The insurance company does not call me. They just created a claim number and they are supposed to recommend me a mechanic. No one is calling me. My car won't start. My husband is sick and I cannot work because my car is broken. I cannot pay my rent, I cannot pay my bills, they have ruined my psychology.

  

  Business response

  06/21/2024

  The complainant has been contacted.   The adjuster outlined that we're currently investigating a coverage issue.   Upon completion of our investigation the complainant will be contacted and provided status.

  Customer response

  06/21/2024

   
  Complaint: 21830154
  
  I am rejecting this response because:

  Since the day of the accident on 05.31.2024, my car has still not been sent to any mechanic for repair. My car is still waiting in front of my house. Their own insured is at fault and they state that they cannot reach the fault insured. Which company cannot reach its customer in 3 weeks? I am in a very difficult situation because I cannot work financially. They still tell me that I still have to wait. My problems are still continuing. For 3 weeks I have been waiting for them to correct their mistake. I am psychologically exhausted.Another suggestion was that my own insurance company could fix it and that I should contact them. Since my insurance is liability, they said they could not do it. They stated that this should be done by American Alliance. I mentioned this to American Alliance and they still haven't referred me to a mechanic. Not to solve my problem. They are trying to discourage me. I don't have the financial means to get my car repaired. I am in a very difficult situation because I am not working. Please help me. 
  
  
  
  Sincerely,
  
  *********************** Keles

  

  Business response

  06/28/2024

  Dear ******************,
  
  As you've explained to the adjuster in the past you prefer to communicate through email.  Be advised that liability has been denied for this loss.   Both you and our insured agree that you rear-ended our insured's vehicle.   We will be making no payment on this claim.   Your web report previously submitted to Alliance which confirms, in your words, that you rear-ended our vehicle.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ************* Company. Filed my claim for a car accident back on April 14th. It has been an exhausting 2mos and no one in upper management has gotten back to me despite my case being escalated for several different reasons. First, no one is on the same page for almost a whole month, I kept getting told a different story about the status of my car. I had an adjuster assigned to my case, that I have only spoken to once despite emails and voicemails left. The cust serv reps are rude and ignorant. They are refusing to put me in contact with a physical person in upper management. They are what seems like trying to get away with not reimbursing for my tow when I have an actual receipt from the company that shows it was paid. Again, no response from management and I don't know how to get my money, other than going through an attorney at this point. The cust serv reps are very shady in being selective with the information they give out, as in just the name of a team lead. I have call logs of the long wait times and of how many attempts I make to try to speak with someone and no follow up ever accept for one - just barely on 06/04, and that maybe because I CC'd the complaint email address. However they haven't followed back up either.

  

  Business response

  06/11/2024

  Our records indicate that the adjuster has informed you verbally and in writing on 4/16, 4/19, 6/4, 6/6, 6/10, and 6/11 that if insured individuals plan to make a cash payment for any towing or storage fees, they must provide proof of the source of the cash payment in order to be reimbursed. To do so, you need to submit a receipt if paid by debit/credit card, money order, or cashier's check. If the payment was made in cash, you will need to provide an ATM or bank account receipt showing the withdrawal of those funds. Failure to provide this documentation will result in no reimbursement.

  Customer response

  06/12/2024

   
  Complaint: 21829485
  
  I am rejecting this response because: That claim adjuster is a liar. Please have them provide you proof of the communications. I submitted my tow receipts on April 17th. I barely for the first time heard from her via email on Tuesday, June 4th, only because I CC'd the owner of the company. Which also I have not gotten a response from. 

  They are playing games. I told them this was cash, from a cash paying job. I have the receipt from the tow company. I have also provided a W-9 to show I am a cash paid employee. The proof is the receipt from the actual towing company. 

  Please, please I beg of you to ask them to provide proof of all those times they "communicated" with me. I am going to attach the letter I emailed for your review, where I am stating the same over 2 months and no response or follow up. They are liars. They don't provide any point of contact for someone in upper management. I have cust services reps that hang up on me when I call. That specific adjuster that was assigned to case *************************** is also a liar and rude individual. 

  Please ask them to provide proof of those communications. Just like how I am. This is a key indicator that they are shady business. 

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

  

  Business response

  06/12/2024

  We want to emphasize that our response remains unchanged. As we have mentioned before, if you plan to make a cash payment for towing or storage fees, you must show proof of the source of the cash payment in order to be reimbursed. To accomplish this, you need to submit a receipt if paid by debit/credit card, money order, or cashier's check. If the payment was made in cash, you will need to provide an ATM or bank account receipt showing the withdrawal of those funds. Please provide proof of funds in the amount of $1800. Failure to provide this documentation will result in no reimbursement.

  Customer response

  06/13/2024

   
  Complaint: 21829485
  
  I am rejecting this response because: this was never told me when I was calling the cust services rep back in April about this. Had this been informed to me prior, I would have made sure to get the necessary documentation. The fact that I am telling you that their protocols are business are extremely poor. I am also aware that this is not the first complaint this company has received, so that goes without saying that they practice poor business. If there are going to limitations and specific guidelines, that should be included and informed prior to, not after. Again poor business. The lack of response. The ignorant and rude communication with people, the hanging up on me. I am a paying customer and this is unprofessional of any business to conduct themselves. 

  The fact that there is no follow up on this on all the emails I have sent. I am also still waiting for another tow reimbursement that was used with a credit card. I was told a check was issued and it's been approaching 2 weeks now. She is not responding to my emails as shown in the previous attached documents. 

  Please you tell me, how am I suppose to get matters resolved if they are not getting back to me! Who am I supposed to talk to, if you are not even helping!!??

   

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

  

  Business response

  06/13/2024

  The adjuster has replied to your emails as instructed. We want to emphasize that our response remains unchanged. What you submitted does not prove that you paid $1800 in cash. You must show proof of the source of the cash payment in order to be reimbursed.Our staff advises that if a cash payment is made to a tow or storage facility,documentation showing how the cash payment was funded must be provided in order to receive reimbursement. Please submit a receipt showing a payment of $1800 made by debit/credit card, money order, or cashier's check. If the payment was made in cash, an ATM or bank account receipt showing the withdrawal of those funds must be provided in order to receive reimbursement. Otherwise, no reimbursement will be issued.  
  

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  An insured driver (policy # ILAN-*******-00) of American Alliance Insurance rear ended my car on May 27th @ 3:47 PM . I filed a claim with them (#****C0170177).Ive called 4 times trying to get a status update. Each time, Ive been placed on hold for 1 hour + before hanging up. Sent 2 emails requesting updates without response. Ive received an estimate of damages from a collision shop totaling $1150.00. This company is non-responsive. Just looking to have my car repaired.

  

  Business response

  06/21/2024

  The complainant has been contacted and explained the reason for our coverage denial.

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