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Complaint Details
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Initial Complaint
07/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I had coverage with Plymouth Rock Assurance for my 2018 ****** Titan XD. I was involved in an accident where I was hit by an uninsured motorist. Plymouth Rock required me to pay a deductible of $1500, plus other repairs totaling near $2000. This occurred back in March of 2022. Here is is July, and Plymouth Rock as not paid me back a dime, and have given me every excuse, mind you, I paid for uninsured motorist coverage. Since I was hit by an uninsured motorist, I brought this to their attention, and all they can do is say they are sending the other driver to their collections department and I will hear something is two weeks. This has been going on for well over 6 weeks. Every time I contact them, they basically give me an excuse, and send me to a new supervisor. I have since found other coverage, and I expect to be repaid since they could not cover me when I truly needed their services. Shame on them! As ********************* would say, SHUT IT DOWN!
Business response
07/21/2022
Please see attached response from Plymouth Rock Assurance Corporation.
Customer response
07/21/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*************************Initial Complaint
01/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I filed an insurance claim under my policy with Plymouth Rock Assurance on 12/07/2021 due to an accident that rendered my car unable to be driven. It is now 01/13/2022, over a month later, and I still don't have my car back because the collision center can never get a hold of Plymouth Rock for answers or approvals before being able to do the repairs on my car. The only time anything gets done by Plymouth Rock is when I call them and have to play "middle man" between Plymouth Rock, the appraisal company that Plymouth Rock chose and the collision center. On top of that, it I extremely difficult to get Plymouth Rock to extend their coverage of the rental I am in until I get my car back, despite the fact the delay is all their fault.Business response
01/24/2022
Plymouth Rock Assurance Corporation is an auto insurance company. The complainant filed a first party collision claim under her Plymouth Rock auto insurance policy on December 7, 2021. Our handling of this claim has been fair and reasonable. Plymouth Rocks records did not reflect communication issues. We completed an initial appraisal of the damages on December 13, 2021 at our customers shop of choice. On January 13, 2022 Plymouth Rock completed a supplemental appraisal at the request of the repair shop as they found additional damage. We understand from the repair shop that repairs were delayed due to prevailing supply chain issues.The shop had difficulty in obtaining needed replacement parts. Plymouth Rock provided rental coverage beyond the amount purchased by the complainant. This accommodation was afforded to assist the complainant with circumstances outside any of our control.Initial Complaint
12/28/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had a car accident with an insured of Plymouth Rock on Oct 23, 2021. I have been trying to resolve this issue with them since then and have asked for reimbursement on a car rental based on the fact their driver was deemed responsible for the accident. I have been given the run around, ignored, hung up on, transferred and this issue is not resolved. I have sent the attached receipt three times now, emailed the examiner and called several times to follow up to the receipt being sent with no response. Today I left messages for the claims examiners supervisor, I have not hear back.Initial Complaint
11/15/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I canceled my insurance on the first they still took funds which cost me to over drafts.Now I'm waiting oh we issued a check we can't refund through direct account it's in the mal.Now 2 weeks nothing and the run around.Im not allowed to switch companies you took it directly out why can't you put it back it's our policy to refund a check .Which I canceled on the first didn't issue until the 11th and I have 2overdrafts..Business response
11/29/2021
See attached responseInitial Complaint
10/05/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Feb 2021 auto insurance refund $640.00 refund due as I moved out of state.Business response
10/12/2021
To whom it may concern,
Hello, Im writing to address a recent complaint filed on our business. Im the managing partner at ***** Insurance.
Our customer, *************************** moved out of state and subsequently cancelled her MA ************** with Plymouth Rock. A refund check was processed and mailed out, but ****** never received it. When we called to question this, Plymouth Rock showed that the check had been cashed. At this point, an investigation was opened by Plymouth Rock as they had to research the situation with their provider, ********** I was told by Plymouth Rock that this would take a few weeks. I checked in multiple times over the next month without any results, but full disclosure I probably should have monitored it more closely. When ****** filed a complaint, I sent notice of that to Plymouth Rock and the issue was resolved in 24 hours. Im happy to discuss this in more detail and provide email records if necessary. While I do wish I handled more efficiently by me, I think that Plymouth Rock should receive the bulk of the blame as were not able to process refunds on our customers behalf.
Thanks for your assistance.Business response
10/22/2021
I am responding to this complaint on behalf of Plymouth Rock Assurance Corporation (Plymouth Rock). The complaint relates to the consumers Plymouth Rock auto insurance policy. The consumer cancelled the policy early, on February 12, 2021. Because the consumer had paid the annual premium in full, she was entitled to a refund of $603. We mailed a check in that amount to the consumer at the policy address on March 1, 2021. On April, 22, 2021, the consumers insurance agent called and told us that the consumer had moved and the agent said they would get back to us with the new address. The agent called again on May 13, 2021 and May 20, 2021. When the agent called on May 20, 2021 our records showed that the refund check had been cashed before we put a stop payment order on it. We emailed a copy of the cashed check to the agent on June 2, 2021. The consumer then alleged that her signature had been forged on the check. We asked the consumer to provide an affidavit of forgery that we could provide to our bank so that they could investigate. We received the signed affidavit on June 10, 2021. As of the date of this response our bank is continuing to investigate. We were told by our bank on October 6, 2021 that they were awaiting a response from the bank that cashed the check. These cases can often take a long time to resolve,so on October 6, 2021, as a courtesy to our former customer, we mailed a new check to her in the amount of $603 so that she would not have to wait for the conclusion of the banks investigation.Customer response
10/22/2021
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***************************Initial Complaint
10/02/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I cancel my insurance policy on July 21. At that time I did not get a final ****. Last month in September I went online just to look at that old policy from Plymouth Rock assurance and it stated 300 is due September 6 2021. I paid 100. Fast forward October 2nd I received a collection letter from credit collection services. My complaint it hasnt been 30 days past due why am I receiving a collection letter that could ruin my credit! Secondly Plymouth Rock never send me a final ****! If I didnt go online and check this out I would be clueless. Policy number is PRA00002162029. I would of pay it off before 30 days. Why they send to collection without notifying its not even 30 days past due. I upload the **** from their website stating the due date is September 6 2021.Business response
10/11/2021
I am responding to this complaint on behalf of Plymouth Rock Assurance Corporation (Plymouth Rock). The complaint relates to the consumers Plymouth Rock auto insurance policy. The policy cancelled on July 21, 2021, when the consumer bought a policy from another insurance company. After the policy cancelled, the consumer still owed Plymouth Rock for coverage through July 21,2021, in the amount of $321.80. We received a payment of $11.50 on August 10, 2021. On August 13, 2021, we emailed an invoice to the email address the customer provided when the customer signed up for electronic documents. The invoice was for the difference of $310.30, with payment due by September 6,2021. We received an additional payment of $60.30 on September 7, 2021. Because the customer had not paid the full balance by the due date, we sent the account to our collections vendor on September 24, 2021 to seek payment of the remaining $250.00. Since then we received two more payments: $51.00 on September 29, 2021 and $199.00 on October 4, 2021, satisfying the remaining balance. Since the full balance has been paid, we have asked the collections agency to discontinue its collections efforts. The collections agency will be sending a letter to the customer confirming that the full balance has been paid. No report has been submitted to any of the credit bureaus, so this matter should have no effect on the consumers credit history.
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