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Complaint Details
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Initial Complaint
11/12/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I was in a car accident on July 3, 2021, the car was totaled.The insurance company, American Alliance began the paperwork for the claim, I notified the finance company gave them all the info that was needed to connect with American Alliance. American Alliance have been giving me the run around,for months.I pay my insurance on time every month and I expect to be taken care of, it's Nov 12, 2021 and American Alliance is still playing games not responding , I just want my car situation fixed, give me the money that's owed me so I can move on with my Life.Please help asap.
Business response
11/13/2021
Thanks for your inquiry. As you have been advised we still need the letter of guarantee we have requested from your finance company. We also need the copy of the title. You will want to follow up with your lienholder.
11/3/2021 1:38:46 PM *********************************** Insured Call Recvd call from insd - advised pending LOG AND COT. insurd advised will f/u with l/h
Initial Complaint
11/08/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I recently was involved in a car accident which was not my fault. I was at Red stop light when two drivers drag racing hit me. I filed my insurance claim with American Alliance Insurance Company on 9-20-2021. I have police reports and full coverage. It has been nearly two months and the Insurance Company is not doing what they are regulated to do. I have been taking CTA ad walking miles sometimes to get to work. I paid my ALL my payments on time and it seems they are not trying to help me. I need help. I'm afraid for my safety at 3am on the streets of *******.Business response
11/08/2021
I show we recently extended an offer for the total loss to your vehicle. Please complete all the paperwork so that we can issue the settlement check.Customer response
11/08/2021
Complaint: 16110074
I am rejecting this response because:Exactly what paperwork are you talking about? Noone has called me to inform me of anything. I called over 100 times and each time. They informed me that you guys are still waiting on a total loss amount. I don't even know the amount you guys approve. Each time I called. Each rep will tell me something different. You guys forgot to tow my car from the location and left it there for 4weeks. Please someone call me. This is completely unprofessional
Sincerely,
***************************Business response
11/09/2021
As you were advised appears it was sent to incorrect address so we will resend.
Thanks
11/8/2021 5:01:36 PM ***************************** Insured Call INSD *************************** CALLED FOR UPDATE, ADVISED OFFER WAS SENT WHEN CONFIRMING ADDRESS NOTICED IT WAS SETN TO INCORRECT ADDRES. F/U WITH JC TO RESEND TO *** ********************************************** *
Customer response
11/11/2021
Complaint: 16110074
I am rejecting this response because:You stated my paperwork was sent to the wrong address. Once again another mistake on your behalf. I called over a month ago to american alliance yo update my address and as well insure one. You sent the paperwork out on NOV 3rd. Why was it sent to the wrong address if I updated it over a month ago. Please assist me with a rental car. This is gross negligence on your behalf. I can not wait any longer. PLEASE FIX THIS. I NEED YOU TO EMAIL ME THE PAPERWORK. I REFUSE TO BE TREATED LIKE THIS. MAYBE IF I WAS IN A DIFFERENT ZIP CODE. IT WOULD HAVE BEEN FASTER. I NEED A RENTAL CAR.
Sincerely,
***************************Initial Complaint
11/03/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
In the last week of June my vehicle was rear ended while parked in the early morning. When I was informed and made a police report. I did a bit of investigation and located the individual responsible and attempted to file a claim and contacted my insurance provider after confirming they were un insured. July 2 was the day my claim was officially made. I didnt take long before I understood that helping was not a priority of theirs. They took a month before any progress was made but I figured it was a COVID thing I have not received an email in months and have never received a call back. I've noticed the wait time increased significantly the more I attempt to get any resolution yesterday (11/02/21) I waited for 90 minutes before anyone answered spoke for a rep for 30 seconds or so before being put on hold for an additional ************************************************************************************************************* was uninsured. My claims agent ghosted me a while ago and when I was given the phone number for a higher up to file a complaint he never returned my call and changed his voice mail the next day stating he be going out on vacation the number no longer works for me. My policy states that if i can get the information from the driver Id be covered. It just seems like they cant find justification to deny meBusiness response
11/04/2021
As ************** was advised we had to closeout the matter given our inability to substantiate the loss. Specifically:
1) No indication this listed tortfeasor was even involved. PR doesn't list the tortfeasor.
2) If tortfeasor is correct, no indication vehicle was uninsured.
3) If vehicle uninsured, who was the driver? Did that person have coverage ?
Customer response
11/05/2021
Complaint: 16088976
I am rejecting this response because:they have been stalling me out I gave all the information needed to process my case and they responded with silence only to acknowledge me after I travel to their HQ now they wanna close me out after all this time its simply disturbing they know exactly what they are doing to hard working people.
Sincerely,
*************************Initial Complaint
10/26/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
MY PARKED *** WAS HIT ON MARCH 27, 2021. IT HAS NOW BEEN TO 2 DIFFERENT AUTO BODY SHOPS AND TO THIS DAY, I STILL DO NOT HAVE MY VEHICLE. NO ONE CALLS ME BACK WHEN I LEAVE MESSAGES OR HAVE REACHED OUT TO ME REGARDING WHY IT IS TAKING SO LONG FOR ME TO GET MY *** BACK. AND IF THE DAMAGE WAS THAT EXTENSIVE, WHY WOULDN'T THEY JUST TOTAL THE *** OUT. IM STILL PAYING A *** NOTE AND HAVE BEEN USING RIDESHARES, PAYING PEOPLE, USING PUBLIC TRANSPORTATION JUST TO GET AROUND WHICH IS COSTLY, ESPECIALLY SINCE SCHOOL HAS STARTED BACK. THERE SHOULD HAVE BEEN SOME TYPE OF CONVERSTION WITH ME I THINK REGARDING THEM SUPPLYING ME WITH A RENTAL OR SOMETHING FOR THIS MAJOR INCONVIENCE. I STILL WILL BE RESPONSIBLE FOR A DEDUCTIBLE FOR A PARKED ***, WHICH I STILL DON'T UNDERSTAND. THE *** THAT HIT MINES WAS AN ENTERPRISE RENTAL.I JUST WANT TO KNOW WHY WAS WAS TOLD TWICE THAT MY *** WOULD BE READY IN OCTOBER AND TOLD TODAY THAT THAT IS NOT GOING TO HAPPEN MORE WORK IS NEEDED. IM GOING BROKE AND BORROWING JUST TO GET AROUND. THIS IS RIDICULOUSBusiness response
10/27/2021
The repairs to your car were extensive with the supply chain issues on pert making it an even ***** repair. We will follow up with the shop this week to find out when car will be delivered.Business response
12/06/2021
As you are aware there were extensive repairs to this vehicle. We hope to have it completed as soon as possible. As required of every customer you must pay your deductible if you want to take delivery of your vehicle.Initial Complaint
10/18/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Nearly a month and no action has been taken to process an accident claim Given run around on what next step is to move forward On hold for status for hours at a time Voice mail for adjuster mailbox full with no option to leave a message Have left 7 messages for the adjuster who states is in the last person hand to process the claim Severe hardship due to delay in processing claim.Business response
10/19/2021
Our records shows that the loss damages were under the dedectible and you awere advised of this. Our file closed.Initial Complaint
10/18/2021
- Complaint Type:
- Order Issues
- Status:
- Answered
I have filed a subrogation with American Alliance online on July 19, ****. To date I have not had any contact from their office although they assigned a claim # and sent me an email about it. I have submitted all supporting documents for their claim #****C0106872, policy #ILAA063605500. Date of Loss: Jun 7, ****. Please have someone contact me to resolve this matter.Business response
10/19/2021
We have denied liability and will not be making any payments. The poroper forum to move forward if you discagree is a civil action and not a compliant with the BBB.Customer response
10/19/2021
Complaint: 16035469
I am rejecting this response becauseWE REQUIRE A LETTER OF DENIAL OF LIABILITY. PLEASE SEND ONE TO ***************** TO RESPOND TO OUR DEMAND.
Sincerely,
*************************Business response
10/19/2021
I believe you now have notice of our liability denial in writing per this BBB correspondence.Customer response
10/19/2021
Complaint: 16035469
I am rejecting this response because: PLEASE SEND THE LETTER OF DENIAL OF LIABILITY WITH A REASON YOU ARE DENYING LIABILITY. STOP BEING CHILDISH, THIS IS BUSINESS.
Sincerely,
*************************Initial Complaint
10/18/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have had an open case since 8/21/2021. I have sent all files needed and the case is still pending. Everytime I call, I am told the same thing thats its pending. They wont get me over to a supervisor or the person responsible for my claim. I have been paying for a rental car daily because there is still no communication regarding my claim with this company. As a paying customer I should not have to go through just to be able to speak to someone about my claim and see whats needed to get this closed.Business response
10/19/2021
****** as you are aware we are working to complete our coverage investigation on this matter. Please continie to work with the handling claim representative so that we can wrap this up.
10/5/2021 9:26:30 AM ************************* Insured Call INSD *********************** CALLED IN REGARDS TO UPDATE- ADVISED PR RCVD AND PEDNING RVW- INSD INQUIRED ON TIME FRAME ADVISED NO TIME FRAME- F/U WITH ADJ
Customer response
10/26/2021
Complaint: 16035171
I am rejecting this response because: there was still no resolution. I did receive a call in which I was asked the same questions I was already asked when I first filed the claim. I was then told the adjuster on my claim would reach out. It has been a week now and still nothing. No update on my claim. I am still without a vehicle however still paying a car note because this insurance company cant seem to get it together. I have provided everything they have asked for. We are going into November and I am still being told it is pending. This claimed was opened August 21st. I have called again and was told I could not speak to a supervisor and I just needed to wait and then was hung up on. The service with this company is horrible to say the least. As a paying consumer, I should not be treated this way.
Sincerely,
***********************Business response
10/28/2021
Thanks for your cooperation and patience we hope to have this matter wrapped up very soon.Initial Complaint
10/14/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
We filed a claim over a month ago along with providing necessary paperwork and they have done nothing to get this claim resolved. The other driver has also made attempts to contact with no resolution. The few times I have contacted, the reps are full of attitude and quite frankly I believe have no idea what they are doing.Business response
10/15/2021
Our records show this matter was fully investigated and payment made on 10/14/2021. There is no justification for this complaint.
10/14/2021 8:41:35 AM ************************* Claimant Call CALLED AND SPOKE TO CLMT - EXPLAINED IN DETAIL PAYMENT PROCESS/AMT/CONTACT AFF SHOP LISTED ON THE ESTIMATE - CLMT THEN SAID WHAT SHOP , CLMT CUT ME OFF NOBODY TOLD HER WHERE TO *********** I WAS GETTING TO THAT NEXT - CALL TO SCHED APPT FOR REPAIRS OR USE HER OWN SHOP TO BUT WE WILL NOT PAY FOR DIFFERENCE IN ESTIMATES IN PART PRICE OR LABOR RATES. VERIFIED EMAIL ON FILE IS CORRECT - ADVISED I WILL BE SENDING HER ALL INFO TO HER EMAIL SHORTLY. CLMT SAID SHE WANTED TO ASK ME A QUESTION - SHE WANTED TO KNOW WHY I WAS BEING SHORT AND **** WITH HER. I ASKED HOW AM I BEING SHORT - I JUST EXPLAINED IN DETAIL TO HER THE PROCESS. SHE THEN SAID BY VOICE - ADVISED HER NOT SURE HOW - SHE KEPT DISPUTING PHONE CALL. ADVISED HER I'M SORRY SHE FEELS OFFENDED BY MY VOICE. THIS IS MY VOICE. SHE ENDED CALL
Initial Complaint
10/13/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I just tried to send the below message to American Alliance via their website but received an error message. Their insured struck my car in front of the ***********, ********** report indicated their insured was at fault. ...My Insurance (USAA) and I have both been waiting for months for a response for claim number 2021c0110487. We have both sent multiple e-mails/faxes/voicemails but have not heard back. The one time we were able to speak with someone we were told it was denied but given no reason and never got anything in writing. I would not like to escalate this issue but see no other alternatives unless we hear from you. Please respond via fax and/or e-mail by 10/15/21. Regards,**** PS I just spent 3 3/4 hours on hold but gave up because I was '#5 in the queue' without advancing for 2 hours. Suraya (sp?) at x2036 only works until noon, right? Does she leave for the day and just allow people to hang on the queue indefinitely? Whatever the case, that is unacceptable.Business response
10/14/2021
Coverage was denied in this matter and wiortten correspondence sent to all parties making a claim. Mr. **** was also updated verbally by our claims representative.
10/13/2021 2:48:11 PM ********************* Diary Notes Returned call to Clmt ****. L/M on vm. - Also, forwarded more detailed email to Clmt
10/13/2021 2:08:26 PM ********************* Diary Notes Responded to Clmt ****'s inquiry regarding coverage.Initial Complaint
10/08/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was involved in an auto accident with someone covered under this insurance. She admitted fault and everything. It has been 2 months and her insurance has yet to respond or move on this case.Business response
10/09/2021
Our records show clam was investigated, damages documented and payment made 10/08/2021.Customer response
10/11/2021
Complaint: 16006534
I am rejecting this response because:
Sincerely,
Nicollette *******
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Customer Complaints Summary
665 total complaints in the last 3 years.
303 complaints closed in the last 12 months.