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Complaint Details
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Initial Complaint
08/03/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I filed a claim with this/my insurance company on 7/6/21. I am paying money for a service that I am not getting, every time I call, I am on hold for an hour or more and when they do answer the phone, the receptionist are very rude and I keep getting the runaround, excuses, transferred to a voicemail with no response. No one calls me to give me an update. My vehicle has been sitting in my driveway since 7/4/21, it is not drivable, they are not doing the job they are being paid to do.
Business response
08/04/2021
****************** as you were advised we have set up a tow company to move your car for repairs as well as initial payment being made. We do not appreciate your misrepresentation's to the BBB that you have not been updated on this matter.
7/28/2021 10:44:55 AM ******************************* Insured Call CALL FROM INSD IN REGARDS TO *** WAS COMPLAINING OVER SHOP ADVISED SHE DOES NOT HAVE TO USE THAT ONE IF SHE AHS A SHOP IN MIND SHE IS ABLE TO USE THAT ONE BUT SHE WOULD HAVE TO BE RESPONSIBLE FOR ANY DIFF IN LABOR RATES OR PARTS PRICES INSD WAS UPSET AND WANTS THE *** ASAP ADVISED THEY WILL CONTACT HER INSD AWS UPSET TRIED TO PROVIDE *** # AND INSD HUNG UP
Customer response
08/07/2021
Complaint: 15724760
I am rejecting this response because:I have been hung up on 3 times in a row after being on hold for more than an hour. I did not refuse the collision place, I asked if there was somewhere else to take to, because they are not accepting vehicles. I found that out because I called *** towing with the number the you gave me. Every time I call I am on hold for more than 1 hour then I get the run- around or I get transferred to an voicemail to someone who never answers the phone or bother to call back. Why do I have to keep calling to get an update when a representative should be calling me. I am a paying customer.
Sincerely,
*******************************Business response
08/07/2021
Thanks we hope that your car will have repairs completed as soo as practicable.Customer response
08/14/2021
Complaint: 15724760
I am rejecting this response because:My expectations for this company is to be on top of customer service, I am still waiting for a representative to contact me for an update.
Sincerely,
*******************************Initial Complaint
08/03/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am full coverage insured with this insurance i got in a car crash on the end of may its now the beginning of aug. I have yet to get my car fixed or even make it to a mechanic. I was told to email my estimates and which i did and never got a called back or even a email back. I have been calling and emailing the company and my adjuster but nothing. I have waiting 2 months even before the estimate now i have to wait again its been almost another month. I didn't even get a car rental or even refunded my money for the tow i paid which was their job to coverBusiness response
08/04/2021
As you have been advised we do not accept outside estimates. We have completed your estimate and issued you payment back in June and advised you to take your car to the repair facility for the repairs. We do not appreciate your false representation to the BBB that the company has not been resp9onsive when your inquiries have been addressed and your claim was paid. The only delay has been in your failure to take the car in for repairs for nearly two months after we issue payment. I show that you do not carry rental and we have not received any towing invoice for reimbursement.
08/3/2021 7:33:56 ******** Demos Insured Correspondence the attached towing invoice the shop emailed to our office, as I stated in my previous email In the meantime, a supplement assignment has been assigned to address the additional damages. We sent you the original payment in the amount of $5,139.39 which you need to give to your shop for the repairs, all supplement payments will be paid to the shop once we have received all the vendor parts invoices. Claims Department American Alliance Casualty Company Fax: ************** Main Line: ************** Toll Free ************** ************************************************************** The information contained in this communication is confidential, is intended only for the use of the recipient named above, and may be legally privileged. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please re-send this communication to the sender by reply email and delete the original message or any copy of it from your computer system. Opinions, conclusions and other information in this message that do not relate to the official business of my firm shall be understood as neither given nor endorsed by it. Thank you. From: ***************************** <*******************> Sent: Tuesday, August 3, 2021 7:24 PM To: supplements <**************************************************************> Subject: Re: Claim #*****C0106201-01 What do you want my mechanic to send ? Ill let them know tomorrow he wont fix it until.your guys send fhe money or do some about the vehicle so basically we waiting on you guys we anit waiting.another dollar taking it back and forward again On Tue, Aug 3, 2021, 7:20 PM ***************************** <*******************> wrote: What invoice do i have to pay?
8/3/2021 5:56:06 ******** Demos Insured Correspondence ******, As we settled your claim based on the initial estimate, you will need to make an appointment with a shop to repair the vehicle and bring them the estimate. Please note, as we do not have shops in the area, we will honor the shops rates once they have emailed our supplements department requesting a supplement for any additional damages once they teardown the vehicle for repairs. Claims Department American Alliance Casualty Company Fax: ************** Main Line: ************** Toll Free ************** ************************************************************** The information contained in this communication is confidential, is intended only for the use of the recipient named above, and may be legally privileged. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited. If you have received this communication in error, please re-send this communication to the sender by reply email and delete the original message or any copy of it from your computer system. Opinions, conclusions and other information in this message that do not relate to the official business of my firm shall be understood as neither given nor endorsed by it. Thank you. From: ***************************** <*******************> Sent: Tuesday, August 3, 2021 12:40 PM To: supplements <**************************************************************> Subject: Claim #*****C0106201-01 *****************************
Initial Complaint
08/03/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Accident date was July 20, 2021 American Alliance says they're investigating if the car was insured under their policy and so is holding up the repair. It can't be that hard to know.The call center desperately needs help and there's no email address. I was on hold for an hour and a half, my agent can't get through to them.*****************************Business response
08/04/2021
When the loss came in both the vehicle and driver were not parties listed on the insurance contract. We confirmed this have issued a coverage denial and suggest you have your carrier handle the matter.Customer response
08/07/2021
Complaint: 15723854
I am rejecting this response because:
I dont have a letter of denial nor does my insurance company Allstate. They need this to proceed. I cant send correspondence since I dont have any.
Sincerely,
*****************************Business response
08/07/2021
Denials have all been mailed.Initial Complaint
08/03/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My car was hit on June 19, 2021. My car has yet to be given an estimate of damage. I have contacted my insurance company, American Alliance approximately 4 times since, and after an hour or more waiting for my call to be answered, I am given the same response from every call which is the adjuster is reviewing the claim. It's been over a month. My car has been sitting in front of my home disabled and has been ticketed due to street cleaning. This is not fair. I have to continuously reach out to them. If I don't contact them, they will not contact me. As asked of them, I sent **************** of my damages on June 28, 2021. I've been current on my payments and made 2 more on time payments to them since the accident has occurred. My claim number is 2021C0107850-01. I have uploaded a screenshot proof I sent the **************** and date it was sent.Business response
08/04/2021
Our office has complete the estimate of damages but a coverage issue still exists relative to the unscheduled driver as your are aware of. You were also updated recently as to the status
8/3/2021 10:40:11 AM *********************************** Insured Call Recvd insrd Tarcarra ******* call for an update advised currently pending response from U/W for finalization, insured asked for sup t/f call to assis
Initial Complaint
08/02/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
American Alliance is denying a claim (Claim # ****C0100317) for a rear end accident. I have requested this claim denial in writing for about four months, through repeated phone calls, which have been useless in getting this letter. I've requested it be emailed to me.Business response
08/03/2021
As you were advised the denial letter was mailed on 07/27/2021 as we did not have your mailing address contact info until you contacted us on that date. You had also been informed verbally back in April of the denial. You will want to get with your carrier to handled your damages.
7/27/2021 11:40:28 AM ************************* Claimant Call CLMT ************************* CALLED ASKING FOR A DENIAL LETTER ADVISED WE DIDNT EVEN HAVE HER INFO ON FILE SHE DIDNT WANT TO GIVE IT TO ME BUT SHE FINALLY DID SAID IF SHE DOESNT GET IT BY FRI SHE WILL REPORT ** TO THE BBB AND GET HER ATTY. SHE WANTS IT EMAILED TO ********************
4/16/2021 10:41:50 AM ********************* Claimant Call Received call from clmt ************************* regarding claim. advised cvg denied. Advised ud was insured with state farm. a/u.
Initial Complaint
07/31/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The evening of June 15, **** I was rear ended as I sat in stalled traffic on I-57. The at fault driver and I exchanged information (I.e. insurance, **************** numbers) the morning of June 16, **** I contacted the at fault drivers insurer which turned out to be American Alliance & reported a claim. I was given a claim number #****C010739702 & instructed to send pictures of the damage done to my vehicle, as well as give my statement regarding the incident in which I did so. It is now July 31, **** & despite my constant efforts for answers as well as all the evidence that their insured driver is at fault, American Alliance has neglected to respond to any of my calls or repair my vehicle. They even went so far as to deny the claim without any explanation. I am now left to cover the costs of repairs to my vehicle despite the fact their insured driver admitted to being at fault.Business response
08/01/2021
It appears that ****************** has conveniently forgot that he spoke with one of our claims supervisors last week and he was advised that after further review we reversed the coverage denial decision and we would consider payment of his claim. Records shows that we issued a payment based on our estimate on 07/29/2021.
7/26/2021 10:42:02 AM
*********************
Called and spoke to Clmt. Advised we obtained the info we needed and that Intake would reach out with respect to the est
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Contact Information
Customer Complaints Summary
660 total complaints in the last 3 years.
294 complaints closed in the last 12 months.