ComplaintsforAmerican National Property & Casualty Company

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have storms here frequently in ********** and it's very disheartening you have to go through a storm and hassle the insurance company. First of all what company is asking for receipts for groceries that you have already paid for? Then you send the receipts *********************** who is the rep I have been working with call him to confirm he received the receipts claim will be processed. And then they go ghost you never hear from them again. It is the same with supervisors within the company. I wonder how long it takes to process a claim.

  Business response

  06/04/2024

  We are in receipt of your letter dated June 3, 2024, enclosing the complaint of Ms. ****** We take these matters very seriously and have begun the process of reviewing this complaint.

  As you know, we are constrained in providing you a detailed response because of various laws and regulations regarding the release of customer information. Therefore, we expect to provide our response directly to the complainant in the next ten business days. If you would like more information regarding the resolution of this matter, you should request it directly from Ms. ***** once she receives our response.

  Thank you for bringing this to our attention.

  Customer response

  06/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I don't find it satisfactory but this is the most response I have received from them. It is extremely difficult to speak with anyone so hopefully I am able to get my claim paid.
  I will accept this for now but if I have anymore issues I will be reaching out.

   

  Sincerely,
  
  Shamarial Brass

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The date of this occured when I noticed a roll in my bathroon around Jul or Aug 2022 then I called around to find out what can be done to this. I eventually called this insurance for water leak issue that caused mold to my interior home which I also ended up with Toxin in me from it. They came out and the attachment shows what they paid me to partially pay for the damage, wasn't much as it stated it was out of my pocket paying this from monthly payout. Then as I tried to work with them see if they can still come out due to molds as I found out they don't cover that; then one day last month, I get a call from ***** in Las Vegas stating they're holding my contract till Feb 2024 and have to find someone else as it is not easy to find someone as affordable as they are and I only filed claim with them ONE time since been with them either 2017 or 2019 as they changed their name over to this from initial name back in 2014. I tried a few times to talk them into as to why they're not assisting for further on same issue that led this to go into legal action when water leak back in Jul - Spet 2022 started and caused mold to my home; even when I only filed ONE time claim on this. I thought you'd have to file more than once to decide as to whether you don't want to hold clients any longer. This is not fair unless they're doing away with this merchant altogether then.I feel they shaft customers even for one time claim filed with them or maybe they're going out of business is why they're calling other customers to let us go.

  Business response

  12/26/2023

  Please see attached for American National's acknowledgment of this complaint.

  AMERICAN NATIONAL PROPERTY AND CASUALTY COMPANY

  Service Center 

  **** *** **** *** ***

  ******* ** ********** **** *** *** ***** ** 

  ********* ** ***** 

  December 26, 2023

  Via BBB Portal

  Better Business Bureau

  *** * ******** *** **** *** ****** ** *****

  Re: Your File Number ******** 

  Dear Better Business Bureau: 

  We are in receipt of your letter dated December 23, 2023, enclosing the complaint of ****** ******.  We take these matters very seriously and have begun the process of reviewing this complaint.  As you know, we are constrained in providing you a detailed response because of various laws and regulations regarding the release of customer information.  Therefore, we expect to provide our response directly to the complainant in the next ten business days.  If you would like more information regarding the resolution of this matter, you should request it directly from Ms. ******.  Thank you for bringing this to our attention.  Sincerely, 

  **** *********** 

  **** Ackerknecht

  Associate Compliance Analyst 

  Customer response

  12/26/2023

  Complaint: ********
  
  I am rejecting this response because I have to wait till I get something in writing by merchant stating why I will be dropped off (not possibly be resinstated) as being their long time client then taken me out due to ONE claim I had to submit that was called on due to mold and toxin in my home and body.
  
  
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  12/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My niece while I was in the hospital was staying here and she wasn't supposed to be here to begin with however I let her stay here and her and her hoodlum boyfriend stole everything from me when I was gone. And that that was after they evacuated the facility. They came back with the door unlocked to get everything from me when I was still in the hospital getting ready to come home. I came home and realized that everything was missing. Now I immediately filed a police report and I got a case number for her arrest she is arrested now but I'm not able to get my stuff back. I was told by the detective there's only two ways I can do that but then when I asked him about a third way he said yes that is possible. And it's going to be the easiest way. That third way was going through American national renters insurance. I filed with them a long time ago like weeks and weeks ago. And every time I try to get a hold of someone nobody wants to answer me nobody wants to take care of my situation. I got a hold of Heather from American national and I finally after weeks of attempts to get a hold of her when she only made one or two attempts to get a hold of me and I wasn't available because I was dealing with the detective at the time she called she said she'd call back and she never did. Poor workmanship. Then I called her boss Christy and she never even called me or talked to me and I've filed many complaints with her. This place only wants money from the people that need something when something happens. All they're doing is taking people's money and they're not providing any services. And I'm really really angry about them screwing me over. I haven't heard from them after they took my complaint after they heard everything and I told them what was stolen. And I keep trying to get a hold of them and nobody wants to answer. I leave messages on their voicemail I leave emails nobody wants to respond. This is the worst company ever. I would not suggest ever getting them for anyone. Problem is is that I have to have renters insurance. So I think I'm going to go with my insurance company and I don't think I'll get such a hassle.

  Business response

  12/15/2023

  We are in receipt of your letter dated December 10, 2023, enclosing the complaint of James Decesare. We take these matters very seriously and have begun the process of reviewing this complaint.

  As you know, we are constrained in providing you a detailed response because of various laws and regulations regarding the release of customer information. Therefore, we expect to provide our response directly to the complainant in the next ten business days. If you would like more information regarding the resolution of this matter, you should request it directly from Mr. Decesare.

  Thank you for bringing this to our attention.

  Sincerely,

  Brittany Hopp

  Associate Compliance Analyst

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  September 28, 2023 Coverage for property theft unresolved claim going on 4 months

  Business response

  12/15/2023

  Please see attached for Company acknowledgment for this complaint.

  December 15, 2023  Via BBB Portal  Better Business Bureau 211 N. Broadway, Suite 2060 St. Louis, MO 63102  Re: Your File Number ********  Dear Better Business Bureau:  We are in receipt of your letter dated December 6, 2023, enclosing the complaint of ****** ********.  We take these matters very seriously and have begun the process of reviewing this complaint.  As you know, we are constrained in providing you a detailed response because of various laws and regulations regarding the release of customer information.  Therefore, we expect to provide our response directly to the complainant in the next ten business days.  If you would like more information regarding the resolution of this matter, you should request it directly from Ms. ********.  Thank you for bringing this to our attention.  Sincerely,  ******** ****  ******** **** Associate Compliance Analyst 

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was damaged in an accident that was no fault of my own. This company’s insured driver hit me and was found at fault. At the time repairs were completed and since then we have encountered on going issues with the car and frame damage that was caused by this collision. The shop that did the initial repairs does not do frame work. The car was 1 year old at the time of the accident. Myself nor my husband can get anywhere with anyone at this company. We have left multiple voicemails with the adjusters, the managers and whomever we can ever get through too. They always pass the buck to someone else and when we leave a voicemail we do not receive phone calls back. Emails get answered rarely and when they do it is an out of office auto reply or directing us to call someone else who will not answer and never calls back. It’s infuriating.

  Business response

  09/22/2023

  September 22, 2023
  
  Via BBB Portal
  
  Better Business Bureau
  *** ** ********* **** ****
  St. Louis, MO 63102
  
  Re: Your File Number 20638367
  
  Dear Better Business Bureau:
  
  We are in receipt of your letter dated September 21, 2023, enclosing the
  complaint of ******* ******. We take these matters very seriously and have
  begun the process of reviewing this complaint.
  
  As you know, we are constrained in providing you a detailed response because
  of various laws and regulations regarding the release of customer information.
  Therefore, we expect to provide our response directly to the complainant in the
  next ten business days. If you would like more information regarding the
  resolution of this matter, you should request it directly from Ms. ******.
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  
  ******** ****
  Associate Compliance Analyst
  

  
  

• Initial Complaint

  06/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  December 21, 2022 pipes froze, broke and flooded my house while I was at work. My kitchen is a total loss, cupboards, cabinets, countertops have come detached from the walls, bathroom vanity is warped so bad I can't use the left sink because the faucet itself is tweaked and leaks into the cabinet, kitchen appliances do not work, wall in laundry room is cracked from floor to ceiling, floors in laundry room and bathroom are ruined. I can't use half my bathroom, laundry room is damaged, carpet in livingroom is stained, ceramic tile floor in kitchen is cracking. They have been denying the damage to my house for almost 6 months and nothing has been done to fix it. The contractor can't start fixing it because ******** (insurance claim desk adjustor supervisor) says the damage to the tile floor is "probably because they didn't mix the mortar correctly when they installed this floor". This floor has been here for 20 years and NEVER had a crack in it until these pipes burst. I've had 5 estimates done, I've requested to have a field adjustor come out here twice and they will not send me one (the original field adjustor quit the company because of this company doing this to their customers). They say the burden of proof is on me. I just had a general contractor out here to give me his own estimate because the first one did not include the laundry room and the employee that did the first estimate has since quit. He tested the tile floor and said that the mortar is okay, the damage is in the SUBFLOOR. This insurance company does this to me EVERY time I have to file a claim. I've paid every premium on time if not 2 to 6 months ahead of time for all these years and they deny coverage for no reason every time. The longer they continue to do this to me, the worse the damage is getting to my house. I want them to cover EVERY INCH OF EVERYTHING that has been damaged from this incident INCLUDING my ceramic tile floor. I have sent them 126 pictures of the damage. Please help me?

  Customer response

  07/06/2023

  They have sent me a check and resolved my complaint. Thanks.

• Initial Complaint

  05/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been with this insurance company over 15 yrs, including home/life/car insurance, and only had two towing bills to claim for, but both wasn't easy. First incident was on 11/13/21, I got off work at 7:00 PM and found my car has a flat tire. Since my insurance policy has Roadside Assistance coverage, I called them for a tow, at first I got a live person, she seems nice and told me that help is on the way. I waited for a long time, called back, this time no live person but automated system saying a tow truck will be there in 15 minutes. I continued waiting, until it almost 12:00 midnight, it was so cold out there in the parking lot, I decided to call an outside towing service to tow my car. That night I got home around 1:00AM, so exhausted, I went straight to bed without dinner. I paid $180.00 for the tow. I called the agent filled the claim and got fully reimburse of the tow amount. This time, in the morning I arrived to work on 01/17/23 and found my car overheat with smoke came out from under the hood. At first, I thought of calling Roadside Assistance from my insurance policy, but since I've had a painful experience with them last time so I decided to call an outside towing company which is much easier to deal with, besides, it's time for me to check in to work. My job working at the hospital as a front desk clerk very busy with patients services, I don't have luxury time to standby my cell phone to deal with "Roadside Assistance". I paid $130.00 for the tow. I called the agent and filled claim for reimbursement. This time they only reimbursed me $75.00 with the reason that I failed to call "Roadside Assistance". I wrote letters/called explained reason why I didn't call Roadside Assistance due to previous awful experience, but they still refused to reimburse full amount. I strongly disagreed, and feel very unfair. I hope BBB can be able to help me get fully reimburse. ****** ************ ********* ****** ***** ************ ***** ***** ****

  Business response

  05/30/2023

  Dear Better Business Bureau: We are in receipt of your letter dated May 28, 2023, enclosing the complaint of **** ***. We take these matters very seriously and have begun the process of reviewing this complaint. As you know, we are constrained in providing you a detailed response because of various laws and regulations regarding the release of customer information. Therefore, we expect to provide our response directly to Ms. *** in the next ten business days. If you would like more information regarding the resolution of this matter, you should request it directly from Ms. ***. Thank you for bringing this to our attention.

  Customer response

  06/07/2023

  At this point, I await the response from Ms **** at the company stated the she'll respond to me directly, after that I will know what the next step I need to do.

  Thank you for your support,

  **** ***

• Initial Complaint

  12/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a cancellation notice from the insurance provider for a cancellation date of 11/14. I got a new insurance provider before 11/14 and setup for my insurance to be valid on 11/14 with the new provider. On 12/23 American National Insurance made an unauthorized withdraw from my account of $695.37. I attempted to dispute with American National and they stated I would not receive my full refund. American national has not received a payment from me for over 2 months before December but in December the company decided to withdraw $ 695.37

  Business response

  12/29/2022

  We are in receipt of your letter dated December 28, 2022, enclosing the complaint of *** ********.  We take these matters very seriously and have begun the process of reviewing this complaint.
  
  As you know, we are constrained in providing you a detailed response because of various laws and regulations regarding the release of customer information.  Therefore, we expect to provide our response directly to *** ******** within the next ten business days.  If you would like more information regarding the resolution of this matter, you should request it directly from the complainant once they have received our response.
  
  Thank you for bringing this matter to our attention.

• Initial Complaint

  12/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ANIC WENT INTO MY BANK ACCOUNT WITHOUT AUTH TO TAKE MY MONEY IN THE AMOUNT FOR 129.40 AND I HAVE BEEN GOING BACK AND FORTH SINCE 11/16/2022 FOR MY REFUND. I HAVE REACH OUT TO LOCAL OFFICE RQSTING A REFUND, I HAVE REACH TO HOME OFFICE AND NO ONE IS RETURNING MY CALLS . I CLD CUSTOMER COMPLAINTS AND NONE IS RESPONDING TO MY REQUEST FOR A CALL BACK. I HAVE BEEN WITH THIS COMPANY OVER 20 YEARS AND NEVER HAVE HAD THE EXPERIENCED THAT HAS TAKEN PLACE BEFORE. ALL I WANT IS MY MONEY THAT WAS TAKEN ILLEGALLY

  Business response

  12/15/2022

  December 14, 2022

  Better Business Bureau Serving Eastern &Southwest Missouri & Southern Illinois

  *** ** ********* **** **** ********* ** *****

  RE:Complaint ID:********

  Complainant: ** *******

  Dear Dispute Resolution Team:

  We are in receipt of your letter dated December8, 2022,enclosing the complaint from the above-named consumer. Because various state and federal privacy laws and regulations regarding the privacy of customer information place constraints on our releasing personal private information of our customers, we have requested release from the customer. While we are awaiting return of that release, we will begin researching this complaint and collecting documentation. Once the release is received, we will provide you with the information authorized by the contract owner that we believe is necessary to close this complaint. If for such reason the customer chooses not to release their personal private information, we will notify you as well. In most cases,the customer will choose to release information, but there may be that one case in which the customer may later decide to keep their information private. While we do not anticipate it happening very often, should we fail to receive a release by December22, 2022wewill provide a full response to the customer and notify your offices of these actions.If you should have any questions in the meantime, please let us know.

  Sincerely,******* *******

  AIRC Compliance Analyst II

• Initial Complaint

  12/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased insurance from ANPAC years ago. My policy consisted of insurance on a structure and contents. The structure burned last week. I filed a claim. When I filed the claim I forgot about a stove inside the home. I have advised my adjuster of this. He is refusing to pay. My policy includes contents which is a stove.

  Business response

  12/05/2022

  Please see attached for Company acknowledgement of complaint.

  We are in receipt of your letter dated December 3, 2022, enclosing the complaint of ****** *******. We take these matters very seriously and have begun the process of reviewing this
  complaint.
  
  As you know, we are constrained in providing you a detailed response because of various laws
  and regulations regarding the release of customer information. Therefore, we expect to provide
  our response directly to Ms. ******* in the next ten business days. If you would like more
  information regarding the resolution of this matter, you should request it directly from Ms.
  *******.
  
  Thank you for bringing this to our attention.
  

  
  

*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. ↩