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Complaints
This profile includes complaints for American Alliance Casualty Company's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 660 total complaints in the last 3 years.
- 236 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:03/27/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
American Alliance has never contacted or returned any phone calls over the past four months since their insured customer rear-ended my vehicle in November of 2024. American Alliance is using a playbook to stall the case by, 1. Going to send an assessor, (it never happened). 2. Needed a police report, (which I supplied due to their delay). 3. Stated a wrong car on the accident, (correct one was in the police report). These playbook steps from American Alliance were used for another customer working at the repair center while receiving an estimate of damages. Guess what their next delay step will be?
Business Response
Date: 04/10/2025
We are sorry to hear that your claim experience did not meet your expectations.
In line with our commitment to providing timely responses, our records indicate that we communicated with you via phone, email, or follow-up correspondence on the following dates: 12/4/24, 12/10/24, 12/11/24, and 12/19/24. Additionally, we sent an initial letter on 12/4/24 outlining the general claims process, and we provided a timeframe or status update through one of our claims service representatives on 12/4/24 and 12/19/24.
A representative from American Alliance will be reaching out to address your current concern.Customer Answer
Date: 04/14/2025
Complaint: 23123252
I am rejecting this response because:All of the American Alliance Casualty contact dates that were provided to the ******************************** were initiated by me (IDOI case number: ******** - **************), not from American Alliance Casualty, claim #******. I received my first phone call from American Alliance Casualty, five months after the accident on 4/10/25, with another story stating, that the ownership of the vehicle on the insured policy does not align with the information they have, without any details or what documents are needed. (see photos below)
American Alliance Casualty first stated they are going to send an assessor, in Nov 2024 (it never happened).
Secondly, they Needed a police report, (which I supplied due to their delays).
Third, Stated a wrong car on the accident, (correct car was in the police report). I provided photos.
Currently, the ownership of the vehicle on the insured policy does not align with the information they have. See attached insurance card with a photo of her vehicle insurance.
Summary: I was stopped at a red traffic light (police details below). ********* ***** received a citation, Section 11-601(A) Citation # T152395, failure to reduce speed to avoid an accident. ********* ***** was also using her phone when she collided with my vehicle. Illinois law prohibits motorists from using cell phones while driving. ********* ***** paid the ticket Citation # T152395.
American Alliance Casualty has a YELP rating of ONE star with over 300 current complaints. There is a pattern for the published complaints;not answering or returning customer calls and NOT paying for any damages to their insured drivers or their accident victims. Even after their insured driver admits to the accident, pays the ticket and receives all the accident documents and estimates from my insurance company, American Alliance Casualty comes up with another excuse.
Currently my insurance company is using AFNI collections since American Alliance Casualty has not accomplished any measurable actions over the last five months.
I dont know why they are still in business in the State of *********
Sincerely,
****** *********Business Response
Date: 04/23/2025
We are sorry to hear that you are less than satisfied with the clarification provided during your interaction with our claims service representative. Please know that we have made every effort to clearly explain the basis for our decision. While we understand that this outcome may not meet your expectations, it was reached after a thorough review of all available information and in full compliance with the terms of the policy contract and applicable insurance regulations.y here...Customer Answer
Date: 04/25/2025
Complaint: 23123252
I am rejecting this response because:American Alliance Casualty lied about sending an assessor over the last five months since the accident.
American Alliance Casualty lied about need a police report first, which I supplied due to their stall delays.
American Alliance Casualty lied about wrong car on the accident, correct car was on the police report, and I provided the photos.
American Alliance Casualty lied about the ownership of the vehicle on the insured policy not aligning with the information they have. I supplied the photos and copies to the police department.
American Alliance Casualty continuously lies about who they are communicating too. I received only one 59 second call from American Alliance Casualty over the last five months, with the help and pressure from the BBB. ********** their correspondence dates for the **** and include all the dates that I had to initiate, which did not come from American Alliance Casualty.
American Alliance Casualty insured customer did pay her Citation # *******, failure to reduce speed to avoid an accident. It was also noted in the police report that she was using her cell phone seconds before the accident. The police department does not have any communication problems with the insured, since all fines were paid.
With this record, most likely American Alliance Casualty never contacted the insured to avoid paying the deductible and what my insurance paid out.I will continue to update ****, the local police department,my insurance company, YELP (1 Star rating with over 300 current complaints, with the same pattern of delays) and the BBB, until all expenses have been paid.
American Alliance Casualty has not provided any details or effort to solve this issue with my insurance company or to myself. Their comments are so general, they could be used on all their transactions and Im sure they are identical to over 1000 complaints during the last year.I dont know why American Alliance Casualty is still doing business in the State of Illinois.
Sincerely,
****** *********Initial Complaint
Date:03/26/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My license are suspended due to error on their end. They canceled my insurance in error which caused my license to be suspended. Due to this I'm missing two days of work because of a error on their end. Payments were made.Business Response
Date: 03/27/2025
****** ******, We are sorry to hear you had a less than favorable claim experience. Please provide the policy number so that we may better assist you. Best RegardsCustomer Answer
Date: 04/10/2025
Complaint: 23120604
I am rejecting this response because: Policy # ILAN 0056735-01Sincerely,
****** ******Business Response
Date: 04/14/2025
On March 5, 2025, an error occurred during the processing of Ms. ******* policy. Our underwriter inadvertently processed a cancellation with an effective date of March 26, 2025, which automatically triggered an ***26 filing to be sent electronically to the Secretary of State.
Upon discovering this mistake, we acted promptly to correct it. The policy was reinstated effective March 26, 2025, with no lapse in coverage. As a result, an ***22 filing was also submitted to the state to reflect the correction.
We regret any inconvenience this may have caused Ms. ****** and are committed to ensuring accuracy and transparency in all aspects of our service.
Please let us know if any further information is needed.
Thank you,
****** *****
Underwriting Manager
American Alliance Casualty Company
***********************************************************
Direct: ************
Fax: ************Customer Answer
Date: 04/14/2025
Complaint: 23120604
I am rejecting this response because:
I missed days of work from 3/26/2025 - 4/02/2025. Due to an error on the companys part. I will provide a letter from my employer stating so. I drive for a living. If I cant drive I dont get paid. And my bill was paid and still my license where suspended. Thats not right under no grounds. Due to the fact I called on 3/17/2025 to clear things up and still on 3/26/2025 my license where suspended.
Sincerely,
****** ******Initial Complaint
Date:03/21/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On February *******, around 650 am, I was on my way to work, sitting at a red light on 47th and ***********, going northbound and a white 2006 ******** Escalade rammed into the back of my car! I got out and the driver a short slim Mexican man, said his foot got caught on the gas, causing him to hit my car! I got out took pictures and asked him for his license he then said he didnt speak no English, I asked for the cars registration he handed me an insurance card for the truck, I took a picture of this and said I was calling the police he then said no polico no polico, the ****************************************** to wait for the police, he drove off, I filled a police report and contacted American alliance and I have been getting the run around ever since! I shouldnt have to go through my insurance company to pay for damages caused by their insured because this ***** dunk insurance company, who has numerous complaints on their website page! I want my car fixed and Im filing every complaint against this company possible!Business Response
Date: 04/03/2025
We are sorry to hear that your claim experience did not meet your expectations.
In line with our commitment to providing timely responses, our records indicate that we communicated with you via phone, email, or follow-up correspondence on the following dates: 2/28/25, 3/4/25, 3/13/25, 3/20/25, 3/21/25, 3/24/25, 3/28/25, and 3/31/25 . Additionally, we sent an initial letter on 2/28/25 outlining the general claims process, and we provided a timeframe or status update through one of our claims service representatives on 2/28/25, 3/4/25, and 3/24/25.
A representative from American Alliance will be reaching out to address your current concern.Initial Complaint
Date:03/20/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
An insurance payout check that wasn't cashed. I asked them to reissue and have gotten no response after months. I have the original check.Claim 2023C0145573Business Response
Date: 04/03/2025
We are sorry to hear that your claim experience did not meet your expectations.
In line with our commitment to providing timely responses, our records indicate that we communicated with you via phone, email, or follow-up correspondence on the following dates: 7/3/23, 7/12/23, 1/30/25, and 3/21/25 . Additionally, we sent an initial letter on 6/5/23 outlining the general claims process.
A representative from American Alliance will be reaching out to address your current concern regarding a check void and re-issue.Initial Complaint
Date:03/13/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
If there was a rating for zero stars, I give it to this terrible company. I do not know how theyre still in business and am convinced that EVERY last person affiliated with them is extremely incompetent. Someone insured with this company rear ended me at the end of January and ZERO progress has been made with my claim. Their adjusters and supervisors are figments of their imaginations because no one follows up. Additionally, there are no policies and procedures in place for anything and the insured party has been avoiding contact with them. *** News already mentioned them for having the worst business practices, but clearly that wasnt enough. Be prepared to take matters into your own hands when dealing with them.Business Response
Date: 03/17/2025
*** ******, 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 Answer
Date: 03/24/2025
Complaint: 23062688
I am rejecting this response because:- This company ONLY responded because of the nature of this complaint. Additionally, I have initiated all contact with this company and they FINALLY made contact to proceed with my claim on 3/17 which included an app to upload photos of my vehicle with the hope to get it repaired. Please be aware that I have been continuously pleading with this company to move forward with my claim since 2/3 and they have been absolutely useless with providing an ounce of empathy and viable help. Due to their inability to adequately communicate and rectify this situation, I am seeking the following amounts. I have uploaded documents to support the funds I am seeking except for ridesharing services due to the document limit; however, that information is readily available.
$1000 - deductible paid to body shop for repairs
$272.66 - remaining balance for ER visit from 1/31
$326.13 - ********* charges incurred since 1/31
Sincerely,
Nia LittleBusiness Response
Date: 03/27/2025
*** ******, Unfortunately, we have not received any photos from you to complete the appraisal of the damages to your vehicle. The adjuster contacted you on 3/17 and advised that a mobile link was sent for you to upload the necessary images. As of today, no photos have been received.
Additionally, if you have already pursued a claim through your own insurance carrier, please note that duplicate recovery is not permitted. In this case, *********** would need to submit a subrogation demand to recover the costs for your vehicle damages, rental and any medical expenses.Customer Answer
Date: 04/03/2025
Complaint: 23062688
I am rejecting this response because:This company has not been responsive outside of the filing of this complaint. The subrogation process with my car insurance is currently underway and it is my hope that this company responds with such urgency than they have prior to 3/17. No, American Alliance will not receive photos of my vehicle because of the amount of time it took for next steps to occur despite the constant run around. I have been terribly mistreated, highly inconvenienced, and out of $1000+ throughout this entire ordeal. Prepare to deal with and respond to my insurance company.
Sincerely,
Nia LittleBusiness Response
Date: 04/07/2025
*** ******,
Because you did not submit the necessary photos to complete the appraisal, we are unable to proceed any further. As previously communicated, if you have filed a claim with your own insurance carrier, your insurance carrier would need to submit a subrogation demand to seek recovery for your vehicle damages, rental, and any medical expenses.Initial Complaint
Date:03/12/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hello, I have been waiting on this insurance to get back to me for over 2 months. And when they finally decide to get back to me its with nonsense instead of solving the problem. And every time I call is over 40mins wait and they transfer me to the adjuster to only go to voicemail and never receive a call back. My car was involve in 2 incidents 1st one they werent going to cover because of my deductible being $1000. So I payed for those repairs out of pocket since it was less. The 2nd time my car was actually stolen and recovered with more severe damages which I know it would be more than my deductible after providing proof of that transaction they are still dragging this longer that it should be. This business lacks ethics.Business Response
Date: 03/13/2025
***** ******, 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
Date:03/07/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Vehicle insured by them hit my garage back in December 1st, 2024 police was called and reported. Person agreed to being responsible. Hit did enough damage that it well have to be taken down. Insurance denied my claim because they are telling me the other person has not reached out to their insurance even though I have spoken with the party involved and they have claimed that they have called there insurance and spoken with them. I have read reviews on the insurance company and some are going thru the same problems as me. This has been going on for more then 2 months now. Claim number is 2024C0180038.Business Response
Date: 03/21/2025
We are sorry to hear that your claim experience did not meet your expectations.
In line with our commitment to providing timely responses, our records indicate that we communicated with you via phone, email, or follow-up correspondence on the following dates: 12/2/24, 12/10/24, 12/19/24, 12/20/24, 12/23/24, 1/7/25, 1/21/25, 1/22/25, 1/23/25, 1/29/25, 1/30/25, 2/3/25, 2/5/25, 2/6/25, 2/10/25, 3/18/25, and 3/21/25. Additionally, we sent an initial letter on 12/2/24 outlining the general claims process, and we provided a timeframe or status update through one of our claims service representatives on 12/2/24.
A representative from American Alliance has spoken to you on 3/21/25 to explain our denial concerning this claim.Customer Answer
Date: 03/21/2025
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,
***** Arreguin ********Initial Complaint
Date:03/05/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Oct. 13, 2024 My ************* ***** ****** of **************************************************************** wanted a fishing partner to go fishing with him and I agreed. We fished in ******** most of the day and just as the sun was setting we came back to my home. I got out of his truck from the passenger side and I let my garage door up where I had both of my rides (car and SUV) inside. ***** ****** backed his boat/truck into my driveway too far and his boat motor attached to the back of his boat bumped hard into the back lift door of my nice 2015 Buick Enclave vin#***************** with ****** miles. I was very mad at him and started yelling at him for the damage that he had caused and he apologized and he said that his insurance co. will pay for the damages. I got an estimate for the damages from Collision Solution ******************** ***********, *** *****, ************* work file ID#********. I wrote them a check for the total and been waiting on American Alliance Casualty Co. to reimburse me for the damages.Business Response
Date: 03/20/2025
We are sorry to hear that your claim experience did not meet your expectations.
In line with our commitment to providing timely responses, our records indicate that we communicated with you via phone, email, or follow-up correspondence on the following dates: 10/23/24, 10/24/24, 02/13/25, 03/05/25, and 03/18/25, . Additionally, we sent an initial letter on 10/22/24 outlining the general claims process, and we provided a timeframe or status update through one of our claims service representatives on 10/24/24.
A representative from American Alliance will be reaching out to address your current concern.Initial Complaint
Date:03/04/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have an open insurance claim to American Alliance casualty (AAC) for an auto accident with one of their clients. *** is impossible to reach for assistance with my claim. There is a police report stating AAC client was at fault. *** is not performing the business functions of an acceptable insurance carrier and should be held liable for their lack of responsibility.Business Response
Date: 03/07/2025
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.Customer Answer
Date: 03/13/2025
Complaint: 23020775
I am rejecting this response because:State Farm Claim #**-80V0-88V
State Farm has been trying to reach you. Your driver is at fault and I have video evidence. I had a green light for 10 seconds.
see attached police report for details on incident citing fault to your party.
State Farm Claim #**-80V0-88V
Sincerely,
******** ******Business Response
Date: 03/21/2025
We are sorry to hear that your claim experience did not meet your expectations.
In line with our commitment to providing timely responses, our records indicate that we communicated with you via phone, email, or follow-up correspondence on the following dates: 5/31/23, 6/13/23, 6/20/23, and 9/28/23, . Additionally, we sent an initial letter on 6/5/23 outlining the general claims process.
A representative from American Alliance has attempted to reach you on 3/21/25 but was forced to leave a voicemail. A follow up email was also forwarded to you. A representative will continue to attempt contact with you to discuss this loss.Initial Complaint
Date:02/26/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My 2011 Kia **** was covered/insured with American Alliance Casualty. My car was stolen and I filed a claim. All information required by American Alliance was submitted. We had documents notarized, returned the key to the car that was provided to us at the time we purchased, we did everything they asked. They acknowledged receipt of the requested information and then turned around and said we had not sent it. It was sent via Certified U.S. mail and signed for by someone at American Alliance. This information was also emailed. My wife called to check on the status of our claim. She provided them our claim number and they proceeded to discuss with us the status of our stolen ********* Mind you our car was a 2011 Kia ****. On February 25, 2025, I received a letter from American Alliance dated May 21, 2024, which states due to my lack of interest in pursuing the claim it is being closed. We have called and or emailed them almost every week for the last 6 months. They have no intention on reviewing or honoring our claim.Business Response
Date: 03/07/2025
****** ****, we are sorry to hear you had a less than favorable claim experience. A representative from American Alliance will contact you regarding your concern.
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