Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/22/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Insured for full auto coverage with this company. Premiums paid & current. Policy #ILAA-0635598-00 Claim # ****C011296-01. On 8/07/**** I had an accident behind my house causing minor property damage to - neighbor's garage and rear fence. Immediately filed claim with American Alliance. Never heard from an adjuster or a property damage inspector despite dozens of calls AND -4- in PERSON visits to the ******* office located ************************************. To this date there has been NO RESPONSE from the company regarding the repair to my neighbor's property. The neighbors are frustrated , angry and ready to file a lawsuit. They have all of the insurance information w claim number and and their dozens of calls have been unreturned also. This unacceptable, unscrupulous, unfair to all parties and the company's clear failure to fulfill their legal obligation and repair the covered damage has caused the problem to fester and the neighbors property to go unrepaired as the policy promises. Resolve
Business response
09/23/2021
Review show's that we did assign and independent company to complete an estimate of damages to the property and we now posses the estimate of those damages. Once we have finalized coverage our office will work to resolve the remaining portion of this claim.Customer response
09/25/2021
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,
*******************Initial Complaint
09/22/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My car was hit by and insured person with American alliance same company as I. I submitted all my paper work pictures and police report her police report was void by ************************* and now my insurance company same as hers has denied my claim still wont give me the report number on the report none of her information so I can *** her they dont answer phone calls dont send out emails sent all claims its a horrible companyBusiness response
09/22/2021
************* as we have advised you damages are under your deductible. Also while the other party is also insured with us there is a dispute of liability. Due to privacy laws we cannot provide you with her information nor would we provide her with yours. As a party to the loss you can obtain the police report which should have such information.Initial Complaint
09/17/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
By far thee absolute worst, most low-down, incompetent, no sense of urgency, rude and ridiculous insurance company Ive ever dealt within my 39 years of living. Not only are the hold times absurd, but after waiting on hold for 45 minutes (if not more every time I attempt to call) to speak to someone, I was told that my claim was dropped because of my lack of response. The paperwork I filled out and mailed back to them clearly didnt get to their office (all things considered, the mail has been a little sketchy during this pandemic) and instead of them giving me a courtesy call to tell me that, they dont say a doggone thing to me!! Ive called their supervisor, ********* 3x and not once has she called me back, BUT, they keep sending the letter they claim they sent back in May. Furthermore, the person of contact on the letters, *****, has yet to call me back as well!Business response
09/18/2021
As we have advised given your failure to have filed the theft affidavit within 91 days as required under the contract coverage has been denied and our file is closed.Customer response
09/21/2021
Complaint: 15879236
I am rejecting this response because:
Ive mailed the paperwork in the allotted time, me being held responsible for your business not receiving it is truly out of my hands once the post office has it and is responsible for deliveries. Furthermore, Ive called ********** 3 times and I havent received a call back for any type of recourse. Even further, Ive also called ***** and no returned call from her either. But its ironic how they respond so expeditiously to a BBB complaint and wont pick up the phone to resolve it properly. Its no wonder this company has 1.3 star rating on ******* Yelp and bbb.org. Customers have the same complaints as I do, everyone cant be lying about how shady this company is! Trash. Even AFTER a complaint was escalated to the BBB, still NO PHONE CALL WAS MADE TO RESOLVE THE ISSUE!!!!
***************************Business response
09/24/2021
Given your failure to have filed the theft affidavit within 91 days as required under the contract coverage has been denied and our file is closed.Customer response
09/28/2021
Complaint: 15879236
I am rejecting this response because:I'm simply wanting a returned phone call. This company refuses to return calls but has sent me the affidavit again in the mail. So I'm confused as to what I'm supposed to be doing with it, filling it out and resending it or is this company that incompetent and careless? I don't want another response saying, "Given your failure to have filed the theft affidavit within 91 days as required under the contract coverage has been denied and our file is closed," I need my phone calls returned. I don't understand why a phone call is so difficult.
Sincerely,
***************************Initial Complaint
09/12/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Rear ended by driver who admitted fault and was clearly at fault. Police called and report filed. Unfortunate the other driver has this insurance company. The company, two plus weeks later, has not responded and if I call, I wait a long time only to be transferred to the adjusters voicemail. Clearly many others with same issues and ultimately claims not handled properly or for full amount. Based on all of the complaints, hard to see how this company could possibly be an A-.Business response
09/12/2021
Thanks *** for your inquiry. Our review shows that we took you loss report and we have completed assessment of your damages and we currently await a copy of the police report so we can finalize the matter. If cannot wait on our prices you are more than welcome to have your own carrier handle the matter. We do hope to have an offer shortly.Customer response
09/13/2021
Complaint: 15858091
I am rejecting this response because: It took me less than 5 minutes to call and receive a copy of the police report. I don't understand why they didn't do so too? I have now emailed a copy to the adjuster so will look forward to their prompt response.
Sincerely,
*********************Business response
09/15/2021
We order all police reports thorough a service. As a party to the incident you have faster and more direct access to such reports.Initial Complaint
09/10/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been involved in a accident involving a shooting with my car I was on the way home picking up my kids and brother and someone started shooting in the direction of my vehicle I filed my claim every time I call no one has any information no urgency on their behalf at all. I pay every month even early on my insurance and it should not be this difficult for someone to get in contact with meBusiness response
09/11/2021
As we have advised your documented damages are currently under you deductible and we still waist a copy of the police report so we can clear any coverage issues.Customer response
09/13/2021
Complaint: 15853980
I am rejecting this response because:The police report will not change the cost as it was something I did not have any control over. Also, the windows alone are $425 dollars and if the body damage is 489 that is over 500 dollars. I feel I am being given the run around the police report will not ch age the cost
Sincerely,
Shaayna DayBusiness response
09/13/2021
Once we have the police report we will review for additional info. As we have advised loss currently under your deductible. Your next step is to schedule repairs with the recommended facility and if they are supplemental repairs we will pay these directly to the shop as long as coverage has been cleared.Initial Complaint
09/09/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
These people are HORRIBLE and selfish. A person with this insurance **** near totaled my car and caused $7,000+ worth of damage after blowing a stop sign and crashing into me. Not only am I out almost a grand for the deductible, but $300 for the rental car. I had to go after American Alliance myself for reimbursement of the rental car and they denied my claim as follows:Failed to yield right of way (false)Overtook improperly (false)Failed to maintain proper lookout (false)All the things the other party did, they accused ME of doing. Not only do I have an impeccable driving record and have never been in an accident prior to this, but the police report stated that myself and the other party gave conflicting stories so it wasn't determined who was at fault. So I'm confused wondering how American Alliance came up with this fraudulent conclusion despite what the police report says. I want my $300 back. I have already discussed the matter with our family lawyer.Business response
09/10/2021
Our investigation showed you to be at least 51% and thus barred from collecting from our insured under ******** state negligence laws. Given this we properly issued you a liability denial.Customer response
03/28/2022
Complaint: 15836076
I am rejecting this response because:Hi,
Please see attached for the police report.
Sincerely,
*****************************Business response
03/31/2022
While we are disappointed you have rejected our response, we are confident we have made a proper liability decision under state negligence laws. As this matter is currently in litigation we will work to resolve through the legal process.Customer response
04/04/2022
Complaint: 15836076
I am rejecting this response because:
The claims this insurance is making against me still does not align with the police report or reality. I want my $300 back as it was this insurance companies insured who slammed into me and almost totaled my car. Please see attached images for the damage he caused. I did not slam into this guy and damage my own rear axel to the point of needing $7,000 in repairs. He almost totaled my car. How can you see the photos of my car and still say I'm at fault despite all the evidence in front of you? This is fraudulent. Please let me know if you would like to proceed in court.Sincerely,
*****************************Initial Complaint
09/09/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On April 16,2021 I had an accident. Investigation showed I was responsible for that and by that time I was insured by American Alliance Casualty Company policy #ILAA-0551773-02. On 04/23 I went to producer office to reported accident it was late to call and I have to many personal problems I could not call other day. Other side called American Alliance after a month and opened claim 2021C0106898. Later I called American Alliance but they say it was late, they have a policy that we only have 30 days to report a claim and now it is me who have to pay $7549.06 to State Farm. I only want they cover me they were my insurance company in that time.Business response
09/10/2021
Our records show this loss occurred 04/16/2021 and loss was not reported to us until 06/07/2021 by the other carrier. Under the terms of the contract the insured purchased the loss must be reported to Alliance by one of the parties within 30 days or there is no coverage. As neither party reported the loss coverage was denied. At this point we suggest you work out something with the other carrier as our file is closed and no payments will be made.Initial Complaint
09/09/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
ClaimNumber:2021C0108075 Im insured with them and since my car accident happened June 25 21 theyre been s******* me around giving me a hard time never work with you that had my car for almost 2 months now and I got a letter from them saying my claim is got denied this is so ridiculous Im paying them every month for nothing I had a full coverage and they telling me I got denied I waited for nothing and my car still in the body shop I have to figure things out on my own AMERICANALLIANCECOMPANY HERE IN. ******* IS THE WORST EVER WHY STILL IN THE BUSINESS!!!!Business response
09/10/2021
**************** as you are aware you failed to disclosed a party who operated your vehicle on a regular basis and in fact operated it on the date of the loss. Given your failure to disclose this change in risk as required under the policy contract the claim was denied and our file is closed.Initial Complaint
09/09/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Their customer rear ended my car and they wont respond to me or my insurance agent. The first time I called the woman yelled at me. The second time I called they claimed to not have the police report so I faxed it to them. Third time no response at all. I ended up going through my own insurance and paid a sizable deductible. This company is garbage.Business response
09/10/2021
Our records show that we in fact completed an investigation and documentation of the damages and issued you a comparative negligence check for the damages on 10/04/2018. As you noted you did not accept the offer and went through your own carrier and Alliance paid your carrier their subrogation on 08/17/2019. You will need to follow with your carrier as to why they have note reimbursed your pro rata share of the deductible.Customer response
09/10/2021
Complaint: 15849253
I am rejecting this response because:This is in regards to an accident which occurred in July of 2021. I have no idea at all what they are referring to at all what-so-ever. I think that they actually made this response ** in its entirety. Seriously.
I called them several times and was even yelled at the first time by one their "customer service" representatives. My name is *****************************. MY HUSBAND'S NAME IS *************************. The accident was in July 2021. I even had to fax them the police report because they were too incompetent to get it themselves. This has not been resolved and they have not paid my insurance company (Geico). We were REAR ENDED by their customer. It irks me that the only way to get a "response" from this company is to report them to the Better Business Bureau. If they just did things professionally and the right way, we wouldn't be here.
Sincerely,
*****************************Business response
09/10/2021
Agai,n as advised you went though your own carrier they pursued subrogation and we have paid them and our file is closed. You need to follow up with them on your deductible vreturn and not Alliance. If they refuse to pay the prorata deductble you might want to file a BBB complaint against them.Customer response
09/15/2021
Complaint: 15849253
I am rejecting this response because:I just spoke to an insurance agent at Geico. This response from American Alliance is an outright lie. Not only have they not paid on my claim, they havent even responded to Geico. They are trying to call them again RIGHT NOW. They didnt even have the decency to run their last response through spell check Once again, this is a claim from 2021, not some made up claim that they are trying to say was mine. I dont think that they understand how devastating their lack of professionalism is for a working class family. This was our only vehicle.
Sincerely,
*****************************Customer response
09/20/2021
[A default letter is provided here which indicates your acceptance of *********. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find your ********* services are necessary.
Regards,
*****************************
Business response
09/28/2021
Better Business Bureau:
I would like to reject the offer of Mediation for complaint ID ********.
This decision is made in full knowledge that as an Accredited Business, my organization is required to uphold the BBB Code of Business Practices.[1]
Regards,
***************************
[1]As an Accredited Business, to be eligible and maintain BBB Accreditation, an organization is required to successfully undergo an approval process and uphold the BBB Code of Business Practices:
6. Be Responsive
Address marketplace disputes quickly, professionally, and in good faith
An accredited business or organization agrees to (which states in part):
B. Make a good faith effort to resolve disputes, which includes mediation if requested by BBB. Other dispute resolution options, including arbitration, may be recommended by BBB when other efforts to resolve a dispute have failed. BBB may consider a business willingness to participate in recommended dispute resolution options in determining compliance with these standards.Initial Complaint
09/08/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I got involved an an accident on 8/8/21 @6:32pm and I have full coverage on my vehicle and the company has not paid me and I need my vehicle for work. Case accident # ****C011018601.Business response
09/09/2021
Thanks for your inquiry. As you were recently advised all documentation is in the file and the adjuster is reiwing for payment. We hope to have this resolved by the end of the weel
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
665 total complaints in the last 3 years.
303 complaints closed in the last 12 months.