ComplaintsforKemper

• Initial Complaint

  01/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  American access casualty is the worst insurance company. My vehicle was stolen September 03 2021, its January 17 and still haven't had anything solved. September I send them all the paper work needed. On December 07 the claim was approved. And was told someone from total lost department was going to reach me within a week.Didn't hear from them until January 05 later. Just to be asked to sign some papers about giving them the right to keep my truck. I signed them the same day. Didn't hear from them until January 10 saying they needed the key in order to send the check. I send it. Gave them a tracking number. And called them, i was told they were going to send the check that same day. January 11, I called to confirm it was send. Its already January 17 and still no sign of the check! I been calling and calling and it sends my calls straight to voice mail.

  

  Business response

  01/26/2022

  
  
  
  January 24, 2022
  
  Better Business Bureau of ******************** ********
  *************************************************
  
  BBB Complaint Number:            ********         
  Complainant:                              *********************
  Our Claim Number:                   **********
  Date of Loss:                            September 3, 2021
  Issued by:                                 American Access Casualty Company, NAIC 10730
  
  Sent via email to: ********************************************************************
  
  Dear BBB:
  
  This is in response to your correspondence dated January 18,2022, regarding BBB Complaint# ********. The complainant, *********************, is concerned she was advised payment was issued and the check was not yet received.
  
  On December 07, 2021, the total loss offer was extended to *********************. ****************** elected for American Access to retain the salvaged vehicle. ****************** was then advised of the total loss process and explained all documents would be required for payment to be issued.
  
  On December 13, 2021, our salvage team sent a ***** of ******** form via phone to be completed by ******************. Contact was then made with the lienholder, ****** Ranch requesting a Letter of Guarantee, and a Copy of the title.
  
  On December 20, 2021, the Letter of Guarantee and Copy of the title were received from the lienholder.
  
  On January 5, 2022, a call was placed to ****************** for status of the pending ***** of ******** form. ****************** requested a new form be sent to her phone for completion. ****************** was advised payment would be issued once the final document had been received in the file.
  
  On January 6, 2022, the signed ***** of ******** form was received from ******************.
  
  On January 10, 2022, ****************** was contacted by the handling adjuster. The adjuster advised ****************** the total loss documents were received and the key to the vehicle was needed. Payment was then issued for $3,508.45 to ****** Ranch. A second check was issued to Ma Del ******************************* ******* and *********************, for the total loss balance of $12,518.55.
  
  On January 19, 2022, both checks issued for resolution cleared our bank.
  
  We trust that the information contained in this letter is useful and confirms that the complaint has been thoroughly reviewed. For your review, I have included but not limited to a copy of the checks. If you have any questions or if additional information is required, please contact me directly.
  
  Sincerely,
  
  
  
  *************************
  Claims Supervisor
  ************
  *********************************

• Initial Complaint

  01/17/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had my caustic converter stolen it's been 3 months now and i have not herd back from my claim guy at all about getting my car fix.

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was in a car accident 11-13-2021on a Saturday morning between 8 and 9 am the driver of the vehicle that hit me is insured by American access casualty company policy number 42AU000689412 I tryed putting in a claim that day but No one answered so I tried again Monday morning on 11-15-2021 and was finally able to get through and put in my claim they gave me a claims number ********** and a claims adjuster but ever since that initial conversation they haven't called me at all and everytime I call them I get no response I've called multiple times and left multiple voice mails during business hours and as of me making this complaint I have yet to hear from anyone employed at their company even the auto collision shop that I has to get my car towed to explained to me that they have had the estimate in damages since 11-18-2021 and that they have tried multiple times to call american access casualty company as well and no one ever picks up that's why I'm hoping that you all will be able to help me seek mediation and get this situation resolved

  

  Business response

  12/07/2021

  December 3, 2021
  Better Business Bureau of ******* and Northern ******** **********************************************
   
  Sent via email to: *************************************************************
   
  RE: BBB Complaint#:  ********  Complainant:  **** Murphy  Our Claim Number:  2111152676  Date of Loss:   November 13, 2021  Insurance Company:  American Access Casualty Company  NAIC Number:   *****
   
  Dear BBB:
  This is in response to your correspondence dated November 30, 2021, regarding BBB Complaint# ********. The complainant, *********************, is alleging claim delays.
  This loss was reported to American Access Casualty Company on November 15, 2021, by the complainant, *********************. **************** reported that his 2014 **** Fusion was struck by a 2015 Ram Pickup being driven by ***********************************. The 2015 Dodge Ram and the driver, *********************************, are both listed on our policy.  The loss was assigned to adjuster, *****************************, and she began an investigation into coverage and liability. An assignment was also scheduled to inspect Mr. ******* 2014 **** Fusion (see attached Assignment Sheet).
  On November 16, 2021, the adjuster spoke with the complainant and secured their statement. He stated he was stopped in his parking space when our insured driver made a wide turn into the adjacent parking space and struck the driver side front fender of his vehicle. The adjuster advised that liability was pending our insured drivers statement. The adjuster sent the mitigation (see attached Mitigation Letter) and claimant report form (see attached Claimant Report Letter) to the complainant. The adjuster also called our listed driver and left a voicemail message.
  On November 17, 2021, an estimate in the amount of $2,839.43 was written on the complainants 2014 **** Fusion (see attached Estimate).
  On November 18, 2021, the adjuster secured a statement from our listed driver, ***********************************. ******************** accepted liability for this incident. 
  On December 1, 2021, the adjuster spoke with the complainant to advise that coverage and liability was being accepted for this incident. The adjuster issued a two party payment to the complainant and lienholder (see attached Check). The adjuster also emailed the estimate (see attached Email) as well as setup a rental reservation (see attached Rental Reservation). The Texas Settlement letter was then sent to the Policyholder.
  We trust the information contained in this letter is useful and confirms that the complaint has been thoroughly reviewed. We apologize for any calls that *** have not been returned to the complainant. For your review, I have included the assignment sheet, letters, estimate, check and email. If you have any question, or additional concerns, please contact me directly at ************.
  Sincerely, 
   
  **************************************
  Claims Supervisor
  American Access Casualty Company 
   
   
   

• Initial Complaint

  11/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  No one answers their emails , text messages , phone calls . I was told my car was a total ********* only options are that I pay ***** & they pay ***** & I keep my car that is not drive able or I pay ***** & theyll pay ***** but Im left with no car ? Why would I keep a car that I cant drive ? No one answer calls or emails . Theyre unprofessional & it took two weeks for someone to get in contact with me when I was told it would take 72 hrs . I dont see how Im paying full coverage ************** was for nothing . & when I tried to get in contact with a higher up , they didnt even respond to me . The body shop my car was at , was the one updating me on everything . They were the ones who updated me that my car was a loss not the insurance company Ive been with out a vehicle for two months going on 3 & Im still paying my car note for a car thats been a total loss.

  

  Business response

  12/02/2021

  
  
  November 30, 2021
  Better Business Bureau of ******* and Northern ********
  *************************************************
  
  Sent via email to: ********************************************************************
  
  RE:         BBB Complaint#:              16171895
                 Complainant:                     ***************************
                 Our Claim Number:         2110275332
                 Date of Loss:                     October 23,2021
                 Insurance Company:       American Access Casualty Company
                 NAIC Number:                  10730
  
  Dear BBB:
  This is in response to your correspondence dated November 23, ***************** # ************ complainant, *************************** is alleging no one has responded to her attempts on settling her vehicles repairs.
  
  This loss was reported to American Access Casualty Company on October 27, 2021, by the complainant ***************************. This loss was assigned to *********************** who began an investigation into coverage and liability. 
  
  On October 28, 2021, ************ placed a call to ******************, she was unable to leave a voicemail for a return call.
  
  On November 3, 2021, our appraiser completed the initial estimate for ****************** vehicle in the amount of $1,000.52 (see attachment Estimate).
  
  On November 5, 2021, we spoke with ****************** and payment was issued to her shop of choice (see attachment Check).
  
  On November 17, 2021, a supplement was written on ****************** vehicle, which made the vehicle a total loss. ************ advised ****************** her vehicle was a total loss and scheduled to have her vehicle picked up and towed to Insurance Auto Auction for processing.
  
  On November 19, 2021, ****************** called inquiring about the status of her vehicle. Our customer service team advised her that, Insurance Auto Auctions had been making attempts calling her so she could verbally release her vehicle.****************** advised she would contact them and give permission to release her vehicle.
  On November 22, 2021, I spoke with ****************** and advised I was unable to finalize the claim until the vehicle reached Insurance Auto Auction and was checked in. At this time, she provided a new address for mailing of settlement check. 
  
  On November 24, 2021, we received confirmation that ****************** vehicle had been checked in at Insurance Auto Auction.
  
  At this time, we are awaiting the letter of guarantee from ************** (lienholder), which was requested on November 23, 2021.  Once we receive the letter of guarantee,payment will be processed.
  
  We trust the information contained in this letter is useful and confirms that the complaint has been thoroughly reviewed. If there are any questions or require any additional information please contact me directly at ************** or via email at ************************.
  
  Sincerely,
  
  American Access Casualty Company
  *************************
  Claims Supervisor
  

*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. ↩