ComplaintsforNational General Insurance Company

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  National General was my insurance provider I had an accident on my motorcycle. I took my motorcycle to a shop to be repaired when the repairs were done. They were done incorrectly or not at all. I contacted National General Insurance because the shop that they paid to do the work on my motorcycle refused to correct the issues or finish the job after being paid by National General Insurance. They were given payment by me and National General Insurance and did not complete the task therefore committing fraud when brought to the attention of National General Insurance they told me it is not their problem that I need to take it up with the shop there for agreeing with the shop committing the fraud And allowing them to commit fraud one of their customers. As soon as this was brought to their attention, it shouldve been investigated instead Ive sent pictures. Several emails called several times. Cant get a return call cant get a response and all I want is the items that were paid for in full to be repaired like they were paid for.

  

  Business response

  07/09/2024

  Please find our response attached. 

  Customer response

  07/09/2024

   I am rejecting this response because:
  
  Being my insurance provider, you shouldnt allow a shop to commit fraud when they clearly cashed a check from your company on my behalf for services that were completed incorrectly. It was not a fact of them not being painted the correct color, but the fact that they painted over the breeze and left drip marks, when I contacted you as the insurance provider you are backing them in their act to commit fraud against one of your customers

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May29th a deer ran out in front of me while I was on my way to work at 5am so I contacted the insurance company which was National General in ************* the very next day because I got off at 4:30 pm which would not give me enough time to call because they close at 5pm. Which was may29th of 2024 so I called the very next day on May 30th and told them what happened the insurance man told me that ************* would give me a call..so I waited for him to call but he never replied for a week so I called him and told him the same story.. my husband also talked to him and he asked if we had pictures we said yes but he never gave details on what to do next, then there was a letter in the mail and he had already closed out my case the first time. Without given us details on what to do next..my husband called the insurance man and told him about it..and he agreed that we didn't need a police report because it was an animal. So the insurance man talked to ***** and I don't think ***** ever opened our case back up because he prolonged on calling us for weeks at a time then sent another letter stating that he attempted to call us when he never called us once. ************* had already made up in his mind that he wasn't gonna help us..how can we get helped because I don't have transportation to work..

  

  Business response

  07/02/2024

  Please see the Company's response attached as requested. Thanks! 

• Initial Complaint

  06/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was on the phone with an employee today they first one told me that my insurance payment would be 530$ then she was rude and hung up on me after I told her I was frustrated with my insurance due dates getting messed up then I called back to try and get my due dates fixed where I was then told my payment has been changed to over 800$ for one car and just liability coverage. I have been fighting with this company for the past few months trying to get them to get everything back to how it was and I have gotten no help and all my rates have been going up drastically I started with this company paying 320$ for a ***** civic now I am almost a year in almost paying 900$ for a ***** civic I want my policy fixed I asked to speak to some one higher up and the Second Lady would not let me do that and also never even attempted to fix the issue I was calling about witch was my dates being changed. I am getting no help and dont know what to do because I still need to put food on the table in this economy and I am in the military so pay is very limited I feel as if this company is taking advantage of a ***************** like me with no experience in this type of thing this place is a scam and I will keep filing complaints until something is done about my policy or some one can actually help me fix everything that they messed up on in my policy

  

  Business response

  07/03/2024

  Please find the Company's response attached. 

• Initial Complaint

  06/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 6/24 I was fraudulently charged $200 for auto insurance.I had been notified that Esurance was leaving ********** but that I could sign up for Direct Auto, I chose to switch to GEICO and did not sign anything with Direct.When my old policy was set to end I checked my bank account. ********************** Auto had used my Esurance info to directly withdraw $200. This is over 50% more than what I had paid with Esurance for the last 7 years and I cant afford it. I did not authorize or contact the company in any way to continue my coverage prior to being charged.I have called their customer service and they are sending me a paper check for reimbursement. I am angry they stole money from my account and want to ensure they never do that again. If they can direct withdraw my money they should be able to direct deposit it back OR reimburse me with interest. This is fraud. I want to delete my payment info from their records.

  

  Business response

  07/03/2024

  This letter is in response to your inquiry dated June 29, 2024. The underwriting company is Integon Preferred Insurance Company, NAIC *****. We appreciate the opportunity to respond to the Complainants concerns. Please note, the Complaint is our Insured.     
  
  A renewal offer was mailed to the Complainant on May 3, 2024, for a six-month personal automobile policy for the effective policy term of June 21, 2024, to December 21, 2024. The renewal offer included a cover letter that read:
  
  Your Esurance auto insurance policy is expiring soon. Direct Auto Insurance is ready to serve you and is pleased to enclose your exclusive offer and policy documents for your upcoming term. As weve explained, Direct Auto Insurance,underwritten by Integon Preferred Insurance Company, is an Esurance affiliate and is providing your insurance for the upcoming term.  . . .
  
  For your convenience, your current Auto Pay Authorization will remain in force (unless you notify us otherwise) and will be used for your first payment.Direct Auto will process the payment on 06/21/2024 at 12:01 a.m. EST. If you have any questions regarding your Direct Auto policy packet or want to revise your coverage or plan choices, an agent is available by phone at **************.
  
  As our record reflect no additional communication was received from the Complainant, her renewal payment was drafted on June 21, 2024, per the above notice, and her policy renewed into a new term.
  
  On June 22, 2024, the Complainant contacted the Company and requested the cancellation of her policy.The Company flat canceled the policy per the Complainants request that day,effective June 21, 2024. On July 1, 2024, refund of $200.28 was issued to the Complainant.
  
  The Company thanks the Complainant for bringing her concerns to our attention and trusts those concerns have now been addressed.

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I secured an auto insurance policy with National General Insurance. Unfortunately a month later my car was destroyed by a tree, I filed a claim on 6/24 and was told the claim would be assigned to someone. 1 day later I called and was on hold for over 2 hours, only to find out the claim was not assigned. I then called on 6/27 @ approximately 1:00 PM. It is now 3:08 PM and the call has not been answered. They are clearly not training their employees to answer questions in an efficient timely manner. If they are understaffed that is not my problem. Being without a vehicle is stressful enough. I have also emailed the company @ **************** twice and have received no correspondence. I have to stop what I have to do to sit on a phone to follow up and make sure people are doing their jobs. This is ridiculous and unacceptable. I attempted to go onto their website and its undergoing construction. I need to know what is going to happen with my claim.

  

  Business response

  07/02/2024

  Please see the Company's response attached as requested. Thanks! 

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I been paying insurance on my home thinking I was fully covered. They do not want to cover my roof because of a past repair that was not done by me. Nations general insurance did not come out and inspect the house after I payed for coverage. Once there was a claim the came and inspected the roof and found any little think like a past repair to no cover my home . Even breaking the Ohio law to match the shingles. The shingles in my home were sent out to test to prof they where not manufactured anymore. As soon as that was proven they came up with things like a past repair and other small things to not insure my home . On top of everything they take forever to reply or call you back , my agent ******************* did not get back to me for a month . Got the manager involved just for him **************** to disrespect me and hang up on me and when I call him back he hangs up on me worst customer service , these people should not be working there.

  

  Business response

  07/03/2024

  Please accept this letter as response to your inquiry of June 26, 2024.  Integon National Insurance Company, NAIC ***** (Company), appreciates the opportunity to respond to the Complainants concerns. 
  
  The Complainant reported a loss on April 11, 2024, which occurred on March 14, 2024.It was reported that the hail and wind damaged to shingles and siding.
  
  On the same day, the Company contacted the Complainant to confirm the facts of the loss. The Complainant indicated that he noticed that there was missing shingles and some damage to the siding on the garage. The Complainant advised that there were no interior leaks in the home, however, there is cracked paint in the garage,and he was concerned that there may be water damage. The Company explained that an independent appraiser would be assigned to inspect the damages and to mitigate his damages.  
  
  The Company assigned independent appraiser, ****** and Company (IA) to complete the inspection of the Complainants damages. The IA inspected the damage and found wind damage to the east slope on the main roof and the south slope over the garage. The remaining slopes of the roof were not damaged, and no hail damage was found to the roof. As there was a prior repair on the roof, the pre-loss condition of the roof was not matching therefore the Ohio Uniform Appearance Regulations do not apply. The Company issued a Dwelling payment on April 22,2024, as follows:
  
  Repair/Replacement Cost of Property $5,332.25
  Less Estimated Recoverable Depreciation ($955.28)
  Actual Cash Value $4,376.97
  Less Windstorm Deductible ($3,348.00)
  Actual Cash Value Payment $1,028.97
  
  The Company received a supplement from the Complainants contractor requesting a replacement of the roof as the existing shingle was discontinued. The Company advised the Complainant that we are maintaining our coverage decision as we have afforded to replace the entire affected slopes and that the pre-loss condition of the roof was not matching therefore the Ohio Uniform Appearance Regulations do not apply.
  
  On June 25, 2024, the Claims Manager spoke with the Complainant and explained that the coverage and settlement determination would stand.
  
  The Companys review of the claim file does not show any willful non-communication with the Complainant. The Company understands the Complainants frustrations that this is not the desired resolution. However,the Company maintains that the claim was handled appropriately. 

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had to make a claim in a roof due to hail damage. Company sent out an appraiser. He sent the claim in and company sent a check. Roofer came to do the roof. His price was higher due to new codes that were not put in by the appraiser. The roofer and I have tried calling the companies representative and they have never answered our calls or returned our calls. Representative name is *******************************- # ************ always get voice mail and no call back. As of 6/25/24 I have gone over his head and called his boss *****************************- # ************. He has a voice mail and does not return my calls. There is an additional cost of $2756.70 after my deductible. All items that got this additional cost were code items. I can not even get a response from the insurance companys representatives to resolve this issue or what I need to do to turn it in. My roofing company I used for the job has BBB accreditation. His name is ********************* - ************ The gentleman that came and did the appraisal said he could rewrite it with the codes if they resent it to him. His name is ****** - ************

  

  Business response

  07/03/2024

  Please see the attached. 

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A client of Integon National Insurance Company hit our cars and we have not received compensation for the damage to our properties. The hit/run accident happened on 11/23/2023 and we have gone back/forth with Assigned Risk Solutions (Claims Administrator for Integon) with no resolution to date. They had an initial conversation with their client, and he denied involvement but now they have not made any further contact because their client refuses to return their phone call/s. We have made multiple attempts to contact Assigned Risk and we always have to wait for a return phone call from them.

  

  Business response

  07/03/2024

  Please find our response attached. 

• Initial Complaint

  06/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On approximately June 7th I paid ****** to Direct Auto Insurance for policy #***********) for the Month of June. I was then told by Direct General that my policy was Canceled on June 10th and that I would Only receive ***** dollars as a refund and have No Insurance even though I just paid ******. Direct General told me my policy was Canceled due to my Fiance having (epilepsy) and her license being temporarily revoked in *******. I was told I have until June 10th exclude her from coverage but I made approximately 10 calls on June 8th, 9th and 10th to No avail, one customer service employee from ********************************************* did answer on June 8th at approximately 6pm and assured me he would exclude her but he did Not now iam without Insurance and without ****** dollars through No fault of my own.

  Customer response

  06/25/2024

  Consumer clarification with Business Address:   Direct auto insurance 3131 sw college rd ste 402 Ocala fl, 34474

  
  

  

  Business response

  07/03/2024

  This letter is in response to your inquiry dated June 25, 2024.  The underwriting company is Direct General Insurance Company, NAIC *****. We appreciate the opportunity to respond to the Complainants concerns.   
  
  The Complainants twelve-month automobile policy was incepted with the Company on April 1, 2024, through agent Direct General Insurance Agency, effective the policy term of April 1, 2024, to April 1, 2024, for the total premium amount of $5,788.00. A downpayment in the amount of $596.00 was applied to the policy.
  
  The point-of-sale documents provided to the Complainant and the policy documents mailed and emailed to the Complainant on April 1, 2024, advised that action was required to provide drivers license information for the Complainants spouse by April 22, 2024. As the requested documentation was not received the premium increase and a cancellation notice were issued with an effective date of June 10, 2024.
  
  A payment in the amount of $795.18 was applied to the policy on June 6, 2024.
  
  Please advise, the Complainant was advised that his spouse would be excluded however that information was incorrect, and appropriate coaching has been provided. 
  
  The policy canceled on June 10, 2024, and the Complainant advised that his spouse had a medical condition and was unable to obtain a license. The ******************** advised that we needed proof showing that the Complainants spouse was restricted from operating a vehicle to exclude his spouse from the policy. After the policy was canceled, a refund of $61.61 was issued to the Complainant. Please find attached a billing breakdown, which illustrates how the refund amount was calculated.
  
  Please note the Complainants life insurance policy remains active and he may contact customer service if he wishes to cancel the policy. 
  
  Although we regret any frustrations the Complainant has experienced, we maintain that the refund was calculated accurately for the provided coverage. 

  Customer response

  07/03/2024

   I am rejecting this response because: I was left with No insurance due to your businesses Failure to answer the phone.  I called several times before June 10th cancelation to No avail. One of your employees did answer the phone on June 8th and Assured me he would Exclude my partner to which he did not his Negligence caused me to now be without insurance for the Month of June although I paid ****** for the Whole month I was punished because of the Negligence of your employee. ***** is Not enough money to buy a new policy that is Nowhere near what I paid for my insurance.  I tried several times to exclude her and no one would Exclude her, her being excluded should Not have anything to do with me I paid the increased premium and yet was still left with Nothing but ***** how can you say this is reasonable? This is terrible business and I will let all my friends and family know about this business
  
  
  

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been with National General for a year and half now. I pay $252 every month for my auto insurance. I was in an accident on June 12th and my car was totaled. My original adjuster promised to keep me in the loop and up to date every step of the way as I had never been in a wreck before and had no idea what to do. They did not let me know when my car was moving and I struggled to get an answer or call back. I finally got a response and they told me I had a new adjuster because my car was a total loss. I have not spoken to this adjuster on the phone a SINGLE time but I have called numerous times. He won't answer or call me back and I cannot get any information. I have no idea where my car is, what the process is, or where to even start. I have reached out to other people from the company who were able to get in contact with my adjuster. They have proof of him saying numerous times that he will call me, yet he never does. The only communication I got was an email response where he tried to set up a rental car for me; However, he sent it to the wrong location and I was not able to get a car. I still do not have a rental car because the location near me doesn't have any cars available and I can't get any calls back. This company has caused so much stress for me. I have no idea what to do and just need someone to reach out and help me. I am working out of town and need to get back home somehow.

  

  Business response

  06/26/2024

  Please find our response attached. 

*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. ↩