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Complaint Details
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Initial Complaint
03/31/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
Entered by BBB staff LO Consumer states her car was hit on 3/11/22. She states she has full coverage with Founders. The consumer called them to advise them of the accident and they advised her the car would be picked up and fixed. They told the consumer there would be a $1000.00 deductible and no rental, she will have to pay for the rental and they will reimburse her. The consumer states she has been given the run around every time she contacts the business. They told the consumer mid-March that they are still waiting for the police report to provide an estimate. Founders called the consumer again and asked her if she found a place to take the car for repairs, the consumer advised them that they told her 3 weeks ago that they would pick up the vehicle so she didn't know she had to find a place to take it. The consumer had to have an body shop come and pick up her vehicle but feels that is unfair because she states her insurance covers unlimited towing.
Business response
05/17/2022
Founders Response: Upon our notice of this loss, the handling adjuster immediately began an investigation into this matter. A coverage issue was identified concerning the driver of the complainants vehicle. This coverage issue ultimately lead to the denial of coverage for this loss. Correspondence was mailed to the complainant on April 4, 2022 explaining the reason the for the coverage denial. Should the complainant have any further questions regarding our position in this matter, we request that she contact her assigned adjuster noted on the April 4, 2022 correspondence.
Initial Complaint
03/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was hit by a man, ***********************, covered by Founders insurance, on October 29, 2021. Founders has refused to cover the incident so far because they claim they can't get in contact with the insured. However, the insured has called them several times and left voicemails, yet they continue to not respond to me or him. I have left several voicemails with the claim representative, *************************, but he has not responded to me.Founders is obligated to cover this incident because their insured hit me, but they refuse to answer the phone and have delayed for 5 months now to avoid paying this claim.I would like Founders to get in contact with me and cover this claim so I can get my car fixed. It has been 5 months now.Business response
03/24/2022
Claim #**********
In response to BBB.
The handling adjuster has spoken to the complainant on 3/22/2022. The adjuster explained we have not been able to clear coverage for this loss, due to the lack of cooperation of our insured and the unscheduled driver. The adjuster advised that we need the driver license number and date of birth for the unscheduled driver so that we can verify they have a valid drivers license a the time of the loss. The complainant advise he understood and would also attempt to get that information and forward to Founders.
Initial Complaint
03/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was involved in a car crash on January 3, 2022 at 4:48PM on ************************************************************************************* due to my vehicle skidding on ice and ramming into the rear of tire repair service truck. The front end of my vehicle was completely destroyed including the hood. Long story short, Founders denied my claim to repair was 2017 Audi Q3 Quattro stating that my address on my drivers license was falsified, which is my current residence, and when I signed up for the policy was under the address of my other residence (************) which is covered with my house insurance (also under them). In fact, I paid my insurance 6 months in advance. However, they wrongfully denied my claim because that I told them I reside on the address that was listed under my drivers license, which I also provided to the police. In fact, the accident occurred 0.4 miles from my residence listed on my drivers license. I called ********************** the following day and was given the run around and was denied a car rental although it was listed under my policy. ***************************, the adjuster, continued to play games when asked for a manager to speak with the claim was denied. Founders stated they would cancel my policy and refund my premium (comprehensive) which covers 6 mo. of $1,777. Now, Im left to pay for damages which is a disaster! I have had no prior accidents under them and this was totally unlawful! Theyre refusing to pay because of the price of the parts due to it being a luxury vehicle and inability to use non-OEM! Ive included my past policies with them as well as a home owners insurance.Business response
03/24/2022
When the complainant filled out his application for insurance on 12/27/2021, he stated that all 3 vehicles he was insuring; 2008 Kia ******* 2015 ****** Highlander and 2017 Audi Q3 were all garaged at *********************************************************************** and was also his mailing address. There was no mention of any other garaging addresses. The policy was then underwritten and priced per the provided garaging address of **** **************, ************, ** 80471.
The handling adjuster obtained a recorded statement from the complainant on 1/4/2022. The handling adjuster asked where the involved 2017 Audi was located. The complainant stated the vehicle was located at ******************** in ******* **. When the adjuster inquired further, the complainant advised that he has lived at that address for the past 2 years. After the recorded statement was taken, the handling adjuster explained to the complainant the claims process and that there was coverage issue. The complainant at that time also inquired about rental coverage, it was explained that the 2017 Audi did not have rental coverage on the policy, which the complainant stated he understood. NOTE: The complainant only took out rental coverage for the 2015 ****** Highlander and 2008 Kia ************* After disconnecting the call with the complainant, the handling adjuster proceeded with the coverage investigation.
On January 17, 2022, the handling adjuster called the complainant to clarify exactly where each vehicle was garaged. The complainant advised that he lives at ******************** in *******, ** with the 2017 Audi. His parents live at *******************, and they have the 2015 ****** Highlander and the 2008 Kia ************* The handling adjuster summited the information provided by the complainant to our *********************** for review. Underwriting advised that with the information they have been provided this would be an unacceptable risk and that all vehicles must be garaged at the same address as the named insureds address. They stated that all drivers do not have to live at the same address,but all the vehicles must be garaged at the same address.
On January 19, 2022, the policy was rescinded due to material misrepresentation. A letter was sent to the complainant advising of the rescission and that his premium payments would be refunded.
On January 21, 2022, the complainant spoke to the handling adjusters supervisor. The supervisor explained in detail why the policy was rescinded and that the premium paid will be refunded. Tell us why here...Customer response
03/25/2022
Complaint: 16911424
I am rejecting this response because: as stated before,the address that was provided during the recording was given because thats the address listed on my Drivers License and that was the address collected by the police following the acciden. I cannot have two addresses listed on my Drivers license for both properties. My home ********************** along with my car insurance policy both have my legal names listed on them. My car had been garaged at ********************************************************************** and theyre trying to conflate the two. Also, if they are going by the policy, I was denied a car rental during the investigation and had been Ubering to work days following the incident.
Sincerely,
*********************************Business response
05/17/2022
Founders Response: Please be advised that our position remains unchanged however, a member of our staff will be in contact with the complainant to discuss his concerns.
Initial Complaint
02/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Our car was damaged by a person insured with Founders. We took our car to the boy shop to have it repaired, and it has been there for over a month. The body shop sent Founders an estimate to repair the car on the first day that it was there, on Jan25, 2022. Founders got back to them last Friday saying that they had received the estimate from the body shop, but nothing else. How long are we going to be without a car waiting for this insurance company to approve the repairs to our car? We need that car to get to work! We have tried 8 times to contact the person assigned to our case, and every single time, it goes to voicemail. When we try to reach her through the main phone operating system or through other representatives, they say she has always "just stepped out" or "is just on with someone else" and that they will make sure she gets the info/request/message. Founders said that they would pay for a rental car for the entirety of the time that our car is in the shop, but i dont trust them to actually pay anything for it, so we are stuck without transportation to work. Also I want to talk to them about diminished value after the accident and repair going on the title, but it is impossible to talk to anyone about the issue.Business response
03/02/2022
Please be advised that we are unable to find a claim under the name of the complainant, ***************************** or his phone number located on the complaint. Please provide the claim number so that we can address your concerns.
Thank you.
Customer response
03/03/2022
Complaint: 16816339
I am rejecting this response because I am providing the requested information. Claim number ********** adjuster name ************************* her phone number is ************ her email is ********************************************************************* name of the owners of the car on the title ******************* and *************************** The car is currently at ***************** **************** and has been since Jan 25. We are without a vehicle for more than a month now.
Sincerely,
*****************************Business response
05/17/2022
Founders Response: Please be advised that a member of our staff will be contacting the complainant to discuss their concerns regarding this claim.
Initial Complaint
02/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We are unable to get anyone on the phone and tried to contact numerous times to get our rental reimbursement. No one will return our car. Their insured is at fault and we were told they would reimburse. The accident happened in November and it is now 3 months later. I have attached the invoice they are to reimburse. We have called several times a week. We have not been paid for the total loss damage either. My husband also broke his wrist and there is a injury claim with our attorney. We are in need of our rental reimbursement.Business response
03/02/2022
Claim#**********
In response to BBB Complaint #********. The claims adjuster spoke to the complainant on Feb 25, 2022 and advised payment for rental was being processed but the cleaning fee is not a covered under rental. The complainant understand and verified her address. The payment was issued and mailed 2/28/2022. As for the injuries to the complainant's husband, the injury adjuster is currently working with them to resolve their bodily injury claim.
Initial Complaint
02/07/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I filed a claim with founders insurance on Jan. 20,2022 when one of their insured customer's rear ended me. a police report was filed the same day and available the next day 1/21/22. I was instantly assigned a founders insurance adjuster for the claim, the next day 1/21/22 I was told I now have a new adjuster named *****************************. I have spoken to ***** once since 1/21/22, I have made various attempts to reach her ( I have literally called her daily, mon-fri) and left voicemails for her to return my calls as I was looking for an update on the claim. She has never returned my call. After about a week of calling I called the company's ***** number and all the notes they could see was that ***** stated she was still waiting on the police report which was available for over a week at this point. on 2/4/22 I received a letter in the mail with an estimate for repairs and check along with a disclaimer on picking repair shops. I still have questions and have not been assisted with setting up a rental vehicle- since I will need something to drive if my vehicle is going to be repaired. I continue to call her daily leaving voicemails for her to please call me. I have even reached out by email. Since 1/21/22 I have had no communication with ***** or Founders. I would like a call back to help settle my claim and get a rental vehicle.Business response
02/10/2022
BBB#********
Claim #**********
In response to BBB Complaint:
This loss was reported on 1/20/22 by the complainant. On 1/20/22, claims adjuster, ****** spoke to the complainant and obtained a statement and explained the claims process. The file was reassigned to claims adjuster ***** on 1/20/22. ***** received an email from the complainant on 1/21/22 and responded to that email that same day. On 1/27/2022, ***** responded to a voice message from the complainant, unfortunately having to leave a message on a generic voicemail box for the complainant. On 1/3/2022 at 6:11pm, the complainant sent ***** another email requesting a call back. ***** spoke to the complainant on 1/7/22 and answered all the questions the complainant had at that time.
Initial Complaint
02/02/2022
- Complaint Type:
- Order Issues
- Status:
- Resolved
Dear Better Business Bureau:I am a student at the University of ******. I am insured by Progressive Insurance Company. I have liability insurance. I have received no help from ************************* at Progressive Insurance Company in helping with my case. An accident report was filed at the ****** **** ****************** I was told by the ************************ to contact Founders Insurance Company. I am writing you because I need your help in contacting Founders Insurance Company to find out why I have not been paid for a car accident in which I was hit from behind. I spoke to *************************** at Founders company and nothing has been done. This accident happened in November 11, 2021 and now it is February 2022, and I have not heard from them. I have made numerous attempts to contact them with no results. The insurance companys client went to court about a possible ticket for the accident. I found out the ticket was dismissed, but what does this have to do with Founders paying for my car to be fixed. I have been driving around with a damaged car for months and it seems there is no end in sight. My trunk light stays on which drains my battery. I was stranded once because of this. I called the insurance company back again today and I was told it has nothing on file about the accident. I think that all possible clients should be aware of how Founders Insurance handles cases in which they are responsible in resolving. All the work is being put on my shoulders. Should there be a penalty for the insurance company to pay for this? I think so! If you have them rated, they should receive a low rating from you. If you can help me, I would appreciate it.Thank you,*******************Business response
05/17/2022
Founders Response: Please be advised that our records reflect that the complainants claim has been resolved with payment issued on March 23, 2022. Should the complainant have any additional questions or concerns, we request that they contact their assigned adjuster.
Customer response
05/18/2022
Better Business Bureau:
I have reviewed the response made by the business after this case was made back in November and I had to contact BBB, the Attorney General of *****************, *************** of Insurance company, and Founders supervisors. *************** of Insurance. They were the only one who resolved and supported this case sufficiently and effectively. I just got the **** Insurance departments response last month. After they resolved my case, the Founders company finally contacted me back to get a satisfying response to resolve this issue. It took me five months to get an acceptable response from the Founders insurance company. I am a college student and I needed my car for transportation. Luckily, I could still use my car and it still remains in good condition despite of the damage that has been done. Since Founders finally granted me the solution to pay for my car, I can finally be satisfied with the outcome of this case.
Sincerely,
*******************Initial Complaint
12/29/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was involved in a hit-and-run accident in June of this year. I reached out to advise Founders Insurance and was told my insurance lapsed. It looks as though someone made a change to my insurance without my authorization which caused my payment to increase. The increased payment amount was not paid and Funders decided to cancel the policy although my normal monthly payment was paid on time. After months of going back and forth with the insurance company and having to hire an attorney. Founders decided to honor the claim. Finding out that my vehicle is now a total lost Founders offer is coming under the value of what my car would be currently worth. In showing Founders what my vehicle is worth based on the current market considering used car values are up 20% now. Founders are offering me less than what the car is worth based on a stated value that was placed on my policy after they reinstated my policy from the lapse back in June. In speaking with the total loss managers they advised that the stated value was placed on my policy by my agent. In speaking with my agent he advised that they do not have the capability to place a stated value on a policy. I have also spoken with representatives from Founders who advised that Founders added the stated value to my insurance. I have been dealing with this since June, it's December, and I have been lied to as well as not been offered in resolve. This has affected my credit in a negative way and I am still without a car.Business response
01/13/2022
BBB 16408837
Claim #**********
The handling adjuster spoke to the complainant's attorney on 1/11/2022. The attorney was advised that Founders Insurance Company is honoring the CCC value. A total loss offer of $22,754.00 was extended. Offer was accepted by the complainants attorney. Once all the necessary paperwork is received from the lienholder, payment will be issued to the complainant and the to the lienholder.
Initial Complaint
12/15/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My daughter was involved in a car accident on November 4, 2021. The other party has Founders Insurance and admitted fault in the accident to the onsite police officer. We filed a claim with Founders Ins. on November 5, 2021. Claim # **********. Our car was towed to a repair shop on November 5, 2021. Since the accident, we have continued to make numerous phone calls to Founders Ins. and have been given the run around. After a couple weeks, we were finally given an adjusters name (***************************). ***** has never contacted us. We continue to call and never get a response. Either no one answers the phone or we are given a voicemail box to leave a message. As of today, December 15, 2021 we still have not talked with ***** or anyone from Founders that can assist with our claim. Our car is a means of transportation to/from work. We asked the repair shop to give us an estimate and we were told there's over $10,000 worth of damage to our car plus approximately $1,200 for storage and towing fees. Please assist.Business response
12/22/2021
CLAIM # **********
In response to BBB 16368657
Based on our investigation, the police report, and the point of impact (POI) to our insured vehicle, we have accepted majority liability adverse to our insured driver for failure to yield the right of way when making a left turn. Given that claim # ********** was reported to Founders first, the claimants damages will actually be handled under this claim.
In addition, on December 20, 2021, the adjuster secured a recorded statement from our insured driver. The adjuster also contacted the complainant,provided him with the new claim number and obtained a recorded statement from the claimant vehicle driver, *************************. The adjuster explained that we have accepted liability and that they need to provide Founders with an estimate and photos of the damages to their vehicle. The handling adjuster will continue to work with the complainant to obtain these supports to settle this claim.Should the complainant have any further questions regarding this matter or require an additional information,please feel free to contact the handling adjuster at ************, if she is unavailable, please press 0 and they will be routed to the next available adjuster.
Thank you.
Customer response
12/29/2021
Complaint: 16368657
I am rejecting this response because:
According to the phone conversation on 12/20/21 with ***, an adjuster from Founders Insurance, he stated that they were going to send someone out to the auto repair shop the next day (12/21/21) to look at our car and take photos from there. There was never a mention of us being responsible for sending photos and/or an estimate of the damages.
Sincerely,
***********************Business response
01/03/2022
Claim #**********
In response to rejection/BBB16368657.
On December 21, 2021, the claims adjuster spoke to the complainant and discussed the claim. Founders did obtain an estimate from ***********************, where the vehicle was located/inspected. A copy of the preliminary estimate and a check was mailed to the complainant's daughter on December 29, 2021.
If the complainant has any additional questions, please contact our claims office.
Thank you.
Initial Complaint
12/08/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My automobile was hit by a driver with Founder's insurance. Their claim adjuster has not responded to multiple voicemails. I cannot get in contact with them which is delaying resolution of my claim and leaving me responsible for repairs.Business response
12/20/2021
CLM#**********
In response to BBB #********.
The complainant reported the claim online to Founders Insurance Company on 11/21/2021. On 11/23/2021 the claims adjuster spoke to the complainant and explained the quick estimate and rental process. At that time the adjuster also advised he needed to speak to our insured to investigate liability because there was no police at the scene of the accident. On 12/8/2021, the claims adjuster spoke to the complainant and explained that our liability investigation is still pending due to us needing to speak to our insured but have been unsuccessful in contacting ********************.
The handling adjuster will continue to follow up with the complainant and provide updates as necessary throughout the investigation process and conclusion of the claim.
Thank you.Customer response
12/20/2021
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,
***********************
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Customer Complaints Summary
122 total complaints in the last 3 years.
37 complaints closed in the last 12 months.