ComplaintsforAmerican National Property & Casualty Company

• Initial Complaint

  10/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On July 5, 2022, my vehicle was hit on the rear passenger side, inside a roundabout, by an American National Property & Casualty policy holder. The police were called, the driver admitted that she was at fault and the report was taken. I contacted the ANPAC the following day to file my side of the information and start the claim. I was told due to the policy holder being at fault, that ANPAC would cover all repair costs and rental vehicle. Since the vehicle was unsafe to drive, they scheduled a rental until the vehicle could be placed into a collision center and repaired. On July 14, 2021 they finally agreed on the rental pickup so that I could get back to work after not having a drivable vehicle. Due to the part shortage, there was a long delay in getting the vehicle in for repairs. I informed them that the collision shop would be starting repairs on September 9, 2022 and they finished on September 14, 2022. Immediately after picking up the vehicle, and getting on the interstate the vehicle dash lit up and the entire ABS system was disabled, along with airbags and power steering. This almost caused another severe wreck. I called ANPAC the next morning when they opened and only got the claims voicemail, then called the collision center and inquired on the new issues. They replied that they do not do any repairs on mechanical issues and that it would need to be brought to another shop or collision center. I made an appointment with my car’s dealership – which, due to delays, again took weeks - to get it brought in and looked over. On October 20, 2022, the dealership found abnormal damage to the vehicle from the wreck The dealership recommended I get back in touch with the insurance company for an adjuster to come out and inspect the vehicle. I’ve been trying to get in touch with ANPAC, leaving multiple messages since September 16, 2021 and even getting my insurance to try to get in touch with them. Have only been getting sent to their voicemail, with no callback

  Business response

  10/26/2022

  Please see attached for Campany's acknowledgement of the complaint.

• Initial Complaint

  09/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Recently balance at my bank just disappeared so fast even if I don't buy anything. So few weeks ago, I checked and saw an unusuall withdraw by American National Insurance Company. I called American National Insurance to check to see why they were withdrawing my money for. My wife and I have Auto and House Insurance through them and I spoke to a lady name ******* *** *****. She clarified that we did withdraw money from my wife account for the Auto and house insurance. But she told me she didn't see any withdraw from my bank account and she couldn't tell me if they withdraw. I told her, I have proof from my bank so she asked me to send her a copy. I did as I was told and she emailed me back said they didn't withdraw but needed more information. They needed the earliest and lastest withdraw dates, I told them, it was from April through September 2022 and they were withdrawing monthly about $180.XX. She then told me she'd check with the billing department to see if American National Insurance did withdraw, and got back to me said they didn't. She asked if I can get a tracing number from my bank so I got it for her. Then suddenly they admitted that they withdrew for life Insurance, which I don't remember buying life insurance from them. She couldn't help me any more so she gave me a number to called and I called, first they denied then they admit that it's for life Insurance. Again I told them I have life insurance with someone else since 2006 and certainly not them. They checked and the account holder is my wife, not me so they refused to talk to me. I talked to my wife and she said she didn't buy life insurance from them so it must be a fraud. She doesn't speak much English but she plan to call them and clarify. Anyhow all their stories do not make sense because first they straight out lied of withdraw then when I have proof, they said I have life insurance with but no proof of policy or paperworks.

  Business response

  10/17/2022

  We are in receipt of your letter dated September 30, 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 a 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 reasons 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, whould we fail to receive a release by November 3, 2022, we will provide a full response to the customer and notify your offices of these actions.

   

  Customer response

  10/18/2022

  Complaint: ********
  
  I am rejecting this response because:First, they lied to me that they "NEVER" withdraw money from my bank account until I told them I have and sent them proof of withdraw. 

  
  

  Second, even after the proof of withdraw, they said they don't know what it was drawing for then changed the story to there's Life Insurance or Annuity account.  I asked for proof that I actually bought some life Insurance from them. They refused to prove it, nstead, they just told me they can't talk to me because I'm not the policy holder.  

  
  

  So why would they say I bought a life insurance and not knowing about it? or not the policy holder? How is someone buying life insurance for themselve and not knowing nor have paper works?

  
  

  Sounds like BS to me. Maybe between my initial contact them, they created an account? (since there's few days between those dates)?

  
  

  Last but not least, I have my life insurance with somebody else and not American National Insurance. If they would bought out my Life Insurance policy from some other insurance or merged with them; they both would notify me. But neither one of them notify me and the other insurance still with draw money for the the premium up to today. 

  Therefore, that is very lame excuse I have ever heard.  
  Sincerely,
  **** ****

  Business response

  11/07/2022

  We are in receipt of your letter dated September 30, 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 a release from the customer.  At this time, we have not received a signed release from the customer, so we have responded directly to the customer.  If we should receive a signed release, we will also provide you a copy our response. 

• Initial Complaint

  07/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I lost my mother back in December, have been dealing with this American National giving me the run around since then. I’ve Made numerous calls & filed countless papers for the last 7 months every time I fill out some paperwork that takes 2 weeks for them to send, the agents ensure me that it will be the last paperwork I have to send in, only to be given more paperwork that needs to be signed. back in March they told me over the phone that they could not find the death certificate that I sent them, but somehow they found the other 2 forms I sent with it, Not only do I feel like I’m being misled & giving the run around with them asking for more & more paperwork, I am also being forced to revisit the untimely passing of my mother over & over again. We are now in Month 8 & I am being told that I need a signed document from a judge to release medical records.

  Business response

  08/16/2022

  Dear Dispute Resolution Team:

  We are in receipt of your letter dated July 26, 2022,enclosing the complaint from the above-named consumer. We are unable to locate an account with the information provided in the complaint and have attempted to obtain information from the complainant. 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 will respond directly to ******* ***** upon receipt of the additional identifying information. Thank you for bringing this to our attention.

  Sincerely,

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

  AIRC Compliance Analyst II

  Corporate Relations and Compliance

• Initial Complaint

  06/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been using monthly automatic payments to ANPAC for over 10 years. Payment is scheduled to be deducted from my bank account on the 5th of every month. If the 5th falls on a Holiday or weekend then it is the next business day. This has worked fine until the last 8 months. Suddenly ANPAC has started to deduct the payments one,two and three days in advance. I have contacted them several times about this. Their answer is " that is the banks fault,not us" I have researched this and my bank ONLY makes the deduction upon receiving a monthly notice from ANPAC. The dates of the deduction notice by ANPAC is what has changed NOT anything my bank is doing. This is NOT what I contracted with them for and it needs to stoo.

  Business response

  06/17/2022

  June 17, 2022 Via Electronic-Mail

  Better Business Bureau

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

  Re: Your File Number ********

  Dear Better Business Bureau:

  We are in receipt of your letter dated June 10, 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 Mr. ******** 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. ********.

  Thank you for bringing this to our attention.

  Sincerely,

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

  Compliance Analyst

• Initial Complaint

  11/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 9th, 2021, my vehicle was hit by a policy holder of American National Property & Casualty. The driver admitted he was at fault and the police was contacted and a report was taken. I contacted the company a few days following the accident to file the information and to start my claim. I was informed that American National would pay for the repair and the rental car. I informed American National on Oct 19th 2021 that would be dropping my vehicle off for repairs on Oct 20th 2021. On Oct 20th 2021 I dropped off my vehicle and picked up my rental car (after receiving the run around with American National because they did not want to paid for the rental car that was available at the location even though they picked the company and booked the car. I had to wait for over an hour for the rental car company to find a car that American National would pay.) I was told by the repair location that it would take approximately a week to repair the vehicle. I called American National and informed them of the timeline. On approximately October 28, 2021, I was informed that my car was fixed however, they have not received payment yet from American National. I called American National to get to get information. They stated they sent the payment, and they would talk with the repair company. However, I told them that I talked with the manager of the repair company and he cannot release my vehicle until they have payment. However, American National stated they will not continue to pay for the rental car even though the delay in payment is due to their actions.

  Business response

  11/15/2021

  We are in receipt of your letter dated November 2, 2021, 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 ****** ******** in the next ten business days.  If you would like more information regarding the resolution of this matter, you should request it directly from ****** ********.  

  Thank you for bringing this to our attention.

• Initial Complaint

  10/06/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My apartment severely flooded on 9/18/21. I had to move out to a hotel so repairs could take place. The insurance adjuster ****** ******** initially was guiding me in the process however I have not been able to reach her since 7 days ago. I’m still in a hotel (2 1/2 weeks later), no communication to when I’ll get my property replaced including my computers which I need to work and the adjuster doesn't seem to return calls or emails at this point. I have called customer service who has escalated this THREE times and as of today still no communication from ****** or her supervisor.

  Customer response

  10/07/2021

  Hi there! I would like to remove or close the complaint that I filed because the claims adjuster from the company did reach out to me and we were able to come to a resolution.

*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. ↩