ComplaintsforAmerican Alliance Casualty Company

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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.
************* 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
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 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.
Initial Complaint
06/06/2024
Complaint Type:
Product 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 April 20th,2024, a driver insured by American Alliance hit my PARKED car outside my home. A police report was completed. I filled a claim with them and was told someone would reach out. I waited for a few days and didnt get a call back. I called the company back 4 times each time stating that it was being processed. I sent emails with all the information they requested and even attached the police report. still no response. I called in again to find out that they rejected my claim stating "the policy was not in force on date of loss." i left 3 voicemails with claim adjustors and no one called me back. I finally sent them another email stating this: "I received a letter in the mail saying my claim was denied stating " the policy was not in force on date of loss". this is INCORRECT. Attached you will find the police report, your drivers information, insurance card and your drivers payment receipt. I have circled in red where it shows that your driver PAID for his policy on 04/16/24 at 1:13 pm via credit card. His policy is active from 04/ 17/ 24 at 12 am UNTIL 04/17/2025 at 12am . Your driver hit my PARKED car on 04/20/24 @ 10:54 am. Your driver hit my car 3 days from when his policy was ACTIVE. Meaning his insurance was ACTIVE and "IN FORCE on date of loss".I have contacted your office 5 times, left 4 voicemails for the claims adjuster and sent 2 emails to the corporate support email address in an attempt to resolve this matter. NO ONE has responded to my calls or emails. I have had 0 return calls/emails from American Alliance."I attached all documents as proof that their driver was insured during that time and was confirmed by ************** my car is left damaged and American Alliance is failing to respond to calls/emails.
Business response
06/20/2024
Please be advised that the complainant has been explained our no coverage position. The adjuster will reach out to the complainant and again explain why there is no coverage for this loss.
Initial Complaint
06/05/2024
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 vehicle was involved in an auto accident that was caused by another driver who was insured with American Alliance Insurance. The other driver was cited for the incident. American Alliance has refused to pay for the damage to my vehicle and has denied my claim because they were unable to get in contact with their policyholder. I tried calling them multiple times and left numerous voicemails to the Adjuster and she never called me back. I finally escalated to a claims supervisor who also gave me the run around and finally sent me an email at 10:35pm telling me my claim was denied due to multiple issues all around their policyholder. Their policyholder will not contact them about the incident and therefore they are refusing to pay because they cannot get a response from the person they are insuring. Now I have a damaged vehicle that they refuse to cover the repair costs for because they cannot reach their own policyholder. The customer service is abysmal and their justification for denying the claim is an internal loop hole. The claim number is 2024c0168475
Business response
06/21/2024
Please be advised that the complainant has been contacted and the adjuster has explained the reason for the denial.
Initial Complaint
06/04/2024
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.
Claim # ******* ********************* vs ************************* Date of accident 4/17/24 We filed the claim with American Alliance more than a month ago. They assigned us an adjuster, *************************, phone ************. The problem is that this gentleman does not answer his phone and does not return his messages. We tried numerous times. We called American Alliance several times to complain and after you wait about an hour on music, they answer you, but before listening to your issue they say, "Hold on" and they transfer the call to the same adjuster.We heard from friends and a body shop that they do this on purpose, and they try not to pay.Please help us to resolve this issue and have them fix our car. We are attaching the claim and police report
Business response
06/17/2024
The adjuster will reach out to the complainant to discuss this matter.
Initial Complaint
05/30/2024
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 individual carrying this companys car insurance backed into my car in a parking lot on April 24, 2024; there is video evidence of the incident and the other party was wholly at fault. I filed a claim with this company who has yet to respond to provide a determination of coverage/process the claim for the damage to my vehicle (estimated around 6-7K). Both myself (as an individual) and my own insurance company (GEICO) have contacted the company multiple times and left multiple messages, with no response. I am worried this company will never respond to this claim, based on previous reviews on *********** attesting to their poor business practices and concerns the company is a scam. The claim number is 2024C0167971. Thank you.
Business response
06/14/2024
*******************************, we are sorry to hear you had a less than favorable claim experience. A representative from American Alliance will contact you within 10 days regarding your concern.
Customer response
06/15/2024

Complaint: 21782478

I am rejecting this response because:

I have already waited 7 weeks from the time of this accident for a response. I would like a response by Tuesday 6/18. Multiple attempts by myself, my husband, and my own insurance company have been made with extremely poor customer service on ********************************************** part - they have not responded to the multiple voicemails left to attempt to move my claim forward. Again, I would like a response by Tuesday 6/18.

Sincerely,

*******************************
Business response
06/19/2024
*******************************, unfortunately, the policy was not in effect on the date of loss. Therefore, we must respectfully deny coverage. You will need to contact your own insurance carrier.
Customer response
06/19/2024

Complaint: 21782478

I am rejecting this response because:
There is simply no valid reason or excuse to take almost two months to make a coverage determination on a simple case of expired policy (backstory: my car was hit by one of this company's insured - her policy had expired the day before and video recording shows the other party is entirely culpable). This outcome could have been given in a week or two, and a quality insurance company would have made a coverage determination in a couple of days at maximum. Working with American Alliance (if you could even call it that, since the company has essentially stopped responding and ignored all attempts at communication until a complaint was filed with the Better Business Bureau) has been the most stressful and frustrating experience as a consumer, particularly because I did not choose this insurance company. I pay for quality insurance for exactly this reason, and I hope that as many people as possible see all of the poor reviews and BBB complaints for this company and stop purchasing low quality policies so that this company won't exist much longer.
Please contact my insurance company (GEICO) by the end of the week (Friday 6/21) with a written statement that your insured will not be covered so that my uninsured motorist insurance may take effect, as GEICO requires written proof of denial of coverage.
Sincerely,

*******************************
Initial Complaint
05/30/2024
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 vehicle was involved in a accident with one of there policy holders. It was there fault and they admitted it. And because they couldn't get a hold of her they closed the claim. But when she did contact them, they still closed my claim. And now I'm stuck. They won't fix my vehicle and management won't return my calls. There staff Member are extremely rude. They have me going in circle. Help please.
Customer response
05/30/2024
The accident happen April 10, 2004. In my parking lot. My neighbor reversed into my vehicle damaging my bumper . She took full responsibility for the accident and provide me her insurance. Which was American Alliance casualty company. I contacted them same day. I waited a few weeks for a response. I dint hear anything so I called back they inform me cause my neighbor hasn't return there calls that's why I haven't received any notice. I contacted my neighbor she called them back and I still haven't received any notice so I call them again and I haven't received any call back from management or customer support. I was told my claim was closed. This company been giving the run around there employee are extremely rude hung up on me multiple times. Transfer my call over and goes straight to voicemail. This has been the worst experience. I just need my vehicle fix.
Business response
06/14/2024
***************************** , we are sorry to hear you had a less than favorable claim experience. A representative from American Alliance will contact you within 10 days regarding your concern.
Initial Complaint
05/30/2024
Complaint Type:
Product 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.
Back in March of ****, ******************************* claim # ****C0163387 was towed and impounded and American alliance refused to pick up this vehicle even though it was confirmed via phone that it was covered in the policy for that coverage to be given. Customer couldn't not afford this and ********************************************* told the customer they would reimburse her for whatever was paid. However, American Alliance has a terrible reputation for doing what they say, and as a result ****************** paid towing and storage fees for the vehicle to be picked up and then was given to American Alliance for evaluation. The vehicle was then deemed a repair and taken to a body shop. We have been attempting since the beginning of April to collect a payment for the towing and storage and have received little to no progress. We first sent the towing invoice and then was told the "itemized" invoice we needed. This was sent twice, most recently on 5/2/****. We have called bi-weekly asking for an update and the response is the same, it will be reviewed and escalated to a supervisor and the adjuster. This has not happened. I know this because on 5/20/**** I have a note in our system showing I called and spoke to someone who told me this exact thing. No real answers just the runaround. I called again 5/28/**** and spoke to a rep that informed me that this conversation was not even noted. I then was given a supervisors phone number ************ by the name of ****** and left a message stating if not response was received by today I would file a BBB complaint. I have heard nothing since that voicemail was left. Prestige is owed the money we paid for this towing and storage fees for American Alliance's customer and no other insurance ********************** I have worked with has been this difficult to get any answers or resolution from. Any communication about this needs to be sent to ***************** by a supervisor from American alliance or can be answered via phone call at ************.
Business response
05/30/2024
*****************************, 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
05/29/2024
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.
Plenty of people have complained about this company. My car was hit by an insured person of this company (with official police report) and the insured person said they won't cooperate with me. The insurance company is trying to tell me they can't cover my car repairs unless the insured person agrees to it, which is not lawful, as there is proof that my car was hit without fault. I need BBB to help coordinate my repairs through them.
Business response
06/13/2024
*****************************, we are sorry to hear you had a less than favorable claim experience. A representative from American Alliance will contact you within 10 days regarding your concern.
Initial Complaint
05/28/2024
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 am writing to file a formal complaint against American Alliance Casualty Company regarding their negligent handling of my insurance claim. My car got stolen on April 19, 2024 and despite retrieving it the next day the insurance has not been able to fix my car. I submitted all required documents promptly; I received no acknowledgment of their receipt. Subsequent inquiries revealed inconsistent communication and the requirement for original police reports, previously unmentioned. My vehicle, central to the claim, was misplaced. And theyre telling me that they are going to call me once they find out more information about my car. I call twice a week to ask about the process of my car but every time I call there is a new problem. Direct attempts at resolution have been unsatisfactory. I seek your assistance in investigating and resolving this matter promptly.
Business response
05/29/2024
***********************, we are sorry to hear you had a less than favorable claim experience. A representative from American Alliance will contact you regarding your concern.

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