ComplaintsforAmerican Alliance Casualty Company

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Initial Complaint
10/06/2021
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 had this insurance for the past 2 years and never filed a claim. I was in an accident in another state while having full coverage insurance. I filed a claim and they sent me to a nearby repair shop. There was $5000 worth of damages and they booked me a rental car and gave the repair shop the OK to fix my car. After my car was completed AA denied my claim because my car was registered in another state. When I bought my car and first got the insurance it was registered out of state but it wasnt a problem. Ive looked through paperwork and documents that I signed to find something stating that I couldnt have out of state registration, but had no luck. They man I was emailing was extremely rude and told me I was out of luck. Since I didnt have $5000 to get my car out of the shop it was repoed by the bank my car loan was through and is being auctioned off. I am now without a vehicle and dealing with the trauma of the accident. My lawyer cant even get in contact with them.
Business response
10/07/2021
As we advised it appears that reside in ******** which is a change in risk you failed to disclose. Your ******** plates were still valid through 07/31/2021 but you registered your plates in ******** on 03/23/2021 so your story that your plate had expired and you had to register your car in ******** because of a traffic violation does not make sense. Who is ***************************** who is also registered to car, as this person not listed on policy? You car spends a lot of time being serviced at the ************ care Center in ******** why? You have a business registered in your name to the ******** address seem odd for someone who lives in ********. You also have a ******** drivers license please send us a copy. Until you can adequately address these serious coverage issues our file will remain closed.
Initial Complaint
10/06/2021
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.
Had my car stolen on 9/18. Took American Alliance 4 days to answer the phone, over 4 more days to call back then sent me a certified letter on 10/5 which was dated 10/1 stating that my claim was denied.
Business response
10/06/2021
As you are aware coverage was denied as our investigation revealed based off your statement, that you left your 2016 ***** IMPALA unattended, unlocked which is a situation specifically excluded from coverage under your policy contract.

Exclusion n
(n) to any loss due to theft under Coverage (A) of Part V if evidence exists that forcible entry was not required to gain access to the automobile or to operate it, or that evidence exists that keys were left in, on or near the automobile while it was unattended;
Initial Complaint
10/05/2021
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 may 12th I was in a accident, I reported to my insurance company. They kept needing different documents. On aug 16th they finally went to the body shop where my car is located and looked at it to do the inspection, On sep 27th I contacted the body shop and asked is my car done they stated that my car is done but my insurance company havent paid for the other damages, they keep sending me the run around and me not having my car is stopping me from getting back n forth to work and it is very stressful. I need someone that can help me resolve this situation.
Business response
10/06/2021
************** our office showed you were paid for the damages and we have not been informed by the shop that there were any supplemental damages that would be approved and paid directly to the shop. At this point you need to present the payment we sent to you along with your deductible to the repair facility. If there were supplemental repairs you need to have the shop contact our office.

lected transactions
Name
Details
Date:
07/02/2021
Added by:
*********************
Transaction:
Payment
Amount:
$2,808.35
Comment:

Paid Date:
07/02/2021
Check Number:
106596
Reason:
Collision Repairs for 2018 ****** Altima ***************** - Claim 2021C0105680-01
Payee Name:
***********************
Mail To:

Address:
***********************, ********************************************************
Status:
Paid
Approved:
Yes
Initial Complaint
10/04/2021
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 was in an out of state accident on 7/29/****. I have been attempting to reach American Alliance for months claim # ****C0110030. They told me they needed a police report to move on with my claim, however, ********** does not file police reports unless someone was injured, which I have told them several times. I was only give an incident number. I spoke to ***** two weeks ago because I was told he would look into getting a report and would call me back, I have heard nothing back and now received a letter from ******* (who I have never spoken to) saying they would close my claim due to lack of interest when they are the ones not returning my calls or emails. They have me on hold for hours just to hang out when the operator finally does answer. I have three separate people I am attempting to call and no one answers. I am retrieving an incident report myself because they couldnt even do that but I have still failed to hear back anything and I need my car fix .
Business response
10/05/2021
if an incident report was made our office will need a copy as there is no coverage under the contract if a police report was not made in a hit and run loss.
Customer response
10/07/2021

Complaint: 15989964

I am rejecting this response because:It was not a hit and run incident, this proves to me that you guys arent even aware of my situation and I still havent received a call back and am still trying to contact both ***** and ******* and heard nothing back. I was told that ***** was retrieving a copy of the incident report so at that point it is your responsibility to look into the matter. I have heard nothing about a hit and run so this doesnt help me at all.

Sincerely,

*****************************
Business response
10/08/2021
Please forward us the incident report as yopu were unable to furnish us with name of party who struck your vehicle. Unless we have that information the matter is considered a hit and run. We will review the documents once received.
Customer response
10/15/2021

Complaint: 15989964

I am rejecting this response because:I was never given a call back or a way to send them the incident report. They have not bothered to get in contact with me and I am still trying to call them every other day and leave several messages. The respond on the BBB but outside of these messages I have yet to hear from them.

Sincerely,

*****************************
Business response
10/19/2021
We still need the incident report you allgedly made as a report to the police in 24 hours is required to be made for coverage in this situation
Initial Complaint
09/30/2021
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.
Insurance company denied claim based on made up story. Police report filed, their insurer took a stop sign and t-bone my car and the insurance company is claiming it doesn't matter who hit who, we deny all claims. This is unbelievable that they deny all claims regardless of their insurer being the cause of the accident. How BBB continues to allow the insurance company to continue doing business after every single complain has been filed is mind blown. This company is not working in good faith but rather avoiding claims at all costs with no consequences.
Business response
10/01/2021
Our office did obtain police report and statements of the parties involved. Based upon this we concluded that our insured had stopped first and had the right of way when the loss occured and thus you are over 51% liable and barred under state negligence laws from asserting a claim against our insured. Given this you will want to reach out to your carrier to have them take care of the repairs to your vehicle.
Initial Complaint
09/28/2021
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 filled a claim with my insurance company They are not calling me back. it's been 3 months since my claim was filed.. they have my car and I still don't know anything
Business response
09/29/2021
As you are aware we completed assessment of the initial damages and you were advised these were under deductible. After you brought vehicle in there was a supplement that we were reviewing for approval and was recently approved and notification mailed to you on 09/28/2021. Additionally, you were updated by a service rep despite your contention of not speaking with us.

9/28/2021 10:30:44 AM ************************* Insured Call INSD ************************* CALLED IN REAGRDS TO UPDATE- ADVISED CLAIM STILL UNDER INVESTIGATION- INSD INQUIRED ABOUT TIME FRAME ADVISED NO TIME FRAME AT THIS TIME- INSD ASKED ABOUT RENTAL REIMB ADVISED TO SEND INVOICES FOR ADJ TO RVW- S/U WITH AD
Customer response
10/01/2021
No one has contacted me at all can someone please reach out to me
*************************
Business response
10/01/2021
our records show you were updated per a call into our office.

9/29/2021 10:17:39 AM *********************************** Insured Call insd ************************* called for update, advised claim was approved ASKED FOR A SUP NUMBER PROVIDED ASKED TO BE T/F TO H/A T/F CALL
Customer response
10/05/2021
I'm am still waiting on response about my car rental I sent yall recipes. And there's more damage to my vehicle that they are not looking at
Initial Complaint
09/28/2021
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.
One of their policy holders hit me on my passenger side and bent my axel back in early August. I have been leaving voicemails to get updates on my car. Only when I filed my 1st complaint did I find out they did go inspect my car last, only to deny the claim when it was their party who caused the accident. They pay insurance for a reason. They need to fix or replace my vehicle, and pay foe the rental fees I have occurred due to this situation.
Business response
09/29/2021
Thanks ******, As with any claim our company had to complete a coverage and liability investigation. Our investigation determined you to be over 51% at fault for the loss and thus barred from asserting a claim under ******** negligence laws. In fact, we will be seeking recovery from your carrier after we complete the repairs to our insureds vehicle. Given this we would suggest you contact your carrier to handle the repairs to your vehicle.
Customer response
10/03/2021

Complaint: 15915914

I am rejecting this response because: Your investigation is wrong. He ran the stop sign and hit me. So again, explain how you determined I was at fault. Once again, he was issued a traffic ticket for doing so.

Sincerely,

*****************************
Business response
10/05/2021
As we have advised as with any claim our company had to complete a coverage and liability investigation. Our investigation determined you to be over 51% at fault for the loss and thus barred from asserting a claim under ******** negligence laws. In fact, we will be seeking recovery from your carrier after we complete the repairs to our insureds vehicle. Given this we would suggest you contact your carrier to handle the repairs to your vehicle.
Initial Complaint
09/28/2021
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 WAS IN AN ACCIDENT WITH THEIR INSURED. tHERY ACCEPTED LIABILITY. MY CAR WAS TOTALLED. THEY SAID THEY WERE GOING TO SEND ME A CHECK FOR THE VALUE OF MY CAR. THE ACCIDENT OCCURRED IN JUNE. I SENT ALL THE PAPERWORK BEGINNING OF AUGUST. NO CHECK. THEY WON'T ANSWER MY CALLS. I HAVE BEEN ON HOLD FOR OVER 30 MINUTES THEN THE ***** DISCONNECTS .
Business response
09/29/2021
As you were advised as recently as 09/28/2021 our office needs the executed salvage sheet from you before we can issue payment. Please provide this to us.
9/28/2021 2:07:22 PM ************************* Claimant Call I CALLED CLMT ******************************* AND AVISED HER WE NEED THE SALVAGE SHEET SIGNED SHE SAID SHE DOESNT KNOW HOW TO USE EMAILS. PRINTED AND MAILED SALVAGE RETENTION LETTER SHE WILL FAX IT OVR WHEN SHE RCVS IT

9/16/2021 12:04:18 PM ************************* Pending signed salvage sheet from clmt for pd settlement ---

9/16/2021 12:04:03 PM ************************* Claimant Call ************** atc clmt - lm advising myself and supervisor have resent her salvage form. pls sign and return to fax or email , without signed salvage form we cannot issue pmt
Initial Complaint
09/27/2021
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 was involved in an accident with one of their policy holders who hit me over a month and a half ago. I have been calling and leaving messages to check the status on them fixing my car. No one has returned my or my insurance companies call.
Business response
09/28/2021
Our office completed its investigation and issued a lability denial to you in writing on 09/21/2021. You will want to present this to your carrier and have them take care fo any damage to your vehicle.
Customer response
09/28/2021

Complaint: 15912458

I am rejecting this response because:
We pay insurance for a reason. Their policy holder caused the accident. American Alliance needs to fix or replace my vehicle, and refund the money I have lost during this time including the rental fees and wages lost during this time as I use my vehicle to drive for Uber and Lyft.

Sincerely,

*****************************
Business response
10/01/2021
As we advised our insured is not liable so no payments will be made and the matter is closed.
Customer response
10/01/2021

Complaint: 15912458

I am rejecting this response because: Your policy holder ran a stop sign and hit me. He in fact was even issued a ticket. Explain how he was not responsible. This matter is not closed.

Sincerely,

*****************************
Initial Complaint
09/24/2021
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 June 27th 2021 I filed a police report stating that my vehicle had been stolen. I tried contacting the insurance company and was left on hold for a total of at least 1.2 hours per each of the 7 daily calls I placed. After going on line to submit an "accident" claim I was finally contacted a week later. Since then I was sent paperwork, that paperwork I signed, notarized, and returned was lost. I was told I could email all of the paperwork, I did just that only to be told that it could not be accepted through email as it was notarized. I sent the information by mail express through the post office directly on September 1st with no correspondence. I have called 4 more times to be updated on my claim only to receive a letter in the mail stating that my claim cannot be continued due to them still "processing" that same claim. Since then I have paid a $527 car note 3 times for a vehicle I no longer own.
Business response
09/25/2021
Thanks for your inquiry. We did receive the theft affidavit and are currently working to complete the coverage investigation and bring the matter to a resolution as soon as we can. We appreciate your patience.
Customer response
09/27/2021

Complaint: 15902551

I am rejecting this response because I have called on a weekly basis to receive an update on my claim. The same response I continue to receive is that the company is still processing my information and that they do not have an answer. It has been 3 months since the claim and I have had to come out of $1,575 to pay the car note of this vehicle that I no longer have which is very inconvenient and costly, I cannot afford to continue to make these payments as I have had to purchase a new vehicle therefore I am paying this specific car note as well as my own car note. This situation is beginning to put me into a financial hold and I am starting to not be able to afford my own daily necessities because I continue to get the run around.

Sincerely,

***************************
Business response
09/28/2021
We continue to move forward assessing the value of your vehicle and contacting your lienholder so that we can bring the matter to a conclusion. Please fee free to follow up wiht our office if you have any other questions.

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