ComplaintsforAmerican Alliance Casualty Company

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Initial Complaint
06/25/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I was in an apartment complex in ********************** and a car hit me. The gentleman by the name of ***************************** that hit me has insurance with American Alliance. I called the police at the scene of the accident and filed a police report (police report # GHP24006717) and exchanged information with the *****. I then subsequently called American Alliance and filed a claim with his insurance (claim # ****C0166584) The case worker by the name of ****** has neither answered my calls or returned my calls. Her direct line is ************. I have left several messages and have yet to receive a call back.
Customer response
05/15/2024
I was in an apartment complex in ********************** and a car hit me. The gentleman by the name of ***************************** that hit me has insurance with American Alliance. I called the police at the scene of the accident and filed a police report (police report # GHP24006717) and exchanged information with the *****. I then subsequently called American Alliance and filed a claim with his insurance (claim # ****C0166584) The case worker by the name of ****** has neither answered my calls or returned my calls. Her direct line is ************. I have left several messages and have yet to receive a call back.
Business response
07/03/2024
Please be advised that American Alliance has denied coverage for this loss. The adjuster will reach out to discuss the reason behind this decision.
Initial Complaint
06/25/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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
06/24/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My Car was hit from behind by someone insured by this company. The woman that hit my car was very apologetic and cooperative. The police report was filed and a claim was made for the damages to the back of my car . Its been 10 days and I have not had anyone from the company to contact me via email, phone or **** to assess the damages or outline there process. I called today and after a very long wait the rude person on the phone gathers my claim number and tells me they are waiting on a statement from there insured , I asked about a time frame since I would like to get this busted tail light fixed ASAP and she hung up. I Was hit from behind while stopped I am not asking for anything except the car be repaired in a timely manner.
Business response
07/03/2024
Please be advised that we're currently investigating coverage for this loss. The adjuster will contact you to explain the current status of this loss.
Initial Complaint
06/19/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My parked car was hit and the driver drove away without leaving a note. Based on pieces of bumper found around the debris of my car, I found the car that hit my car and filed a police report. The police reports names the uninsured owner of the car, but the driver is listed as unknown. I filed a claim with my insurance company. American Alliance sent me a letter noting the following:"Please be advised that the uninsured motorist property damage portion of your policy requires the identity of both the negligent driver and the negligent owner. In this instance, the driver is is unknown. Therefore, we'll be unable to handle your vehicle's damages."It wasn't enough that I was able to track down the car from a hit and run and the police report names the owner. I paid for uninsured motorist coverage, and they are failing to provide coverage for damage caused by an uninsured driver.
Business response
07/02/2024
Please note that you've been advised that, in order to use the uninsured motorist property damage coverage, both the negligent driver and owner must be confirmed as being uninsured. In this case, you admit that the driver is unknown. As such, no coverage would apply under this coverage. Please see your policy wording regarding this coverage:
(k) There shall be no liability imposed under the Uninsured
Motorist Property Damage Coverage if the owner or the
operator of the vehicle at fault or the hit-and-run motor
vehicle cannot be identified
Customer response
07/02/2024

Complaint: 21870331

I am rejecting this response. In a hit and run of a parked car, how is a person to gain the identity of the driver? Insurance is supposed to provide protection from uninsured drivers. The uninsured owner of the vehicle who caused damage to my car and fled the scene is named on the police report. You know the owner and the owner is uninsured. Who was driving does not change the owner, the owner is uninsured and the uninsured vehicle damaged my car. The insurance company should pay for repairs.

Sincerely,

*****************************
Business response
07/12/2024
Dear ********************,
As outlined in my voicemail, uninsured motorist property damage coverage requires us to have the identity of both the owner and driver of the at fault vehicle so we can determine if either has liability coverage. In this loss, the identity of the striking vehicle owner/driver is unknown so we'll be unable to process payment for your damages.

PART II UNINSURED MOTORIST COVERAGE
Exclusions. This policy does not apply under Part II:
(k) There shall be no liability imposed under the Uninsured Motorist Property Damage Coverage if the owner or the operator of the vehicle at fault or the hit-and-run motor vehicle cannot be identified.
Customer response
07/12/2024

Complaint: 21870331

This is unacceptable for an insurance company. I will be requesting a refund.
Initial Complaint
06/18/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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
06/17/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On February 24th 2024 I was involved in a car accident with a driver insured by this company. I have filed a complaint with the company on 26th Feb. Its close to or over 100days till date, theres no response from the company. When I spoke to the driver who did the accident, he has submitted all the documents from his side. I have called them so many times left voice mails, usual wait time is 45mins for each call. Finally they said in April I was assigned an adjuster but since then theres no response. I really need help with this
Business response
07/01/2024
Please be advised that coverage has been denied for this loss. The adjuster will contact you to discuss this decision.
Customer response
07/01/2024

Complaint: 21863865

Really not sure about the response,
Please be advised that coverage has been denied for this loss. The adjuster will contact you to discuss this decision
When I spoke to their executives over phone, they said their insurer was at fault and this will be covered. Would like to know the reason in detail.

Sincerely,

******* *************************
Business response
07/11/2024
As the adjuster advised in the 7/11/24 phone conversation, we've denied coverage for this loss as we are in need of additional documentation from our insured. Our insured has been notified of the needed documentation and, if submitted, the file will be re-reviewed.
Initial Complaint
06/12/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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
The complainant verified the issue was resolved to their satisfaction.
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
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
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.

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