Business Profile

Insurance Companies

National General Insurance Company

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Complaints

This profile includes complaints for National General Insurance Company's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,925 total complaints in the last 3 years.
549 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:05/05/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
A deer had ran into my car on April 11, 2025, I filed a claim the same day with Direct Auto Insurance. The insurance adjuster contacted me on the afternoon of the same day. I was given a rental car and told to take pictures of the damages and send them in. I complied with the adjusters request. I received the estimate on April 22, 2025 to discuss the estimate. The adjusters requested an acceptance letter from Door dash in which I let her know I did not have one and I had only did that as a way to supplement my income but I did not often do it. The representative then told me to take my car to the shop of my choice for a more accurate estimate. I took my car to a local body shop and waited for the shop to contact the Direct Auto. I reached out to the adjuster again on the 04/30/25 mulitple times because I had gotten a call from the rental company telling me I need to turn in my car that afternoon. I called several times and left one message expecting a call back from the adjuster. I called a different department and spoke to a person who stated, it was documented that I had spoken to the aduster at 10 am that morning, and the conversation revolved around me getting some employment infromation sent to her". I did not speak to the adjuster at all that morning and had only left a message on her voicemail. I let the representative know the adjuster lied about talking to me that morning and the documentation was not accurate. The adjuster reached out to me after the complaint was made and I did call her supervisor and left a message. I was told the because I had completed some dashes with door dash it was an issue with my claim and she would try to extend the rental. On 05/02/2025 I reached out to the adjuster about the estimate the body shop sent and left a message. I called several times during the day with no call back. Around 4:30 pm I recieved an encryped email stating my claim was denied. I now have to pay to get my car fixed after having avite auto insurance.
Business Response
Date: 05/07/2025
Please find the Company's response attached.
Customer Answer
Date: 05/08/2025
I am rejecting this response because:
Documentation of conversations were falsified. The adjuster did not communicate that it would be an issue with me being approved for delivering for Door Dash after I get off work. I expressed more then once Door Dash was something I wanted to do on the side. I was told this after my rental was canceled. With my many attempts to reach out to the adjuster, after leaving several voicemail, I never knew what was happening with my claim. I reached out to the adjuster the day my rental was canceled and didn't get a return call. When I received the denial email around 4:30 pm on the 2nd of May I still did not get a clear understanding. I have never been treated so unfairly by an insurance company. I'm paying for my car out of pocket after receiving unfair treatment.
Initial Complaint
Date:05/01/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Good morning I would like an internal review conducted and escalated to corporate regarding a claim Claim number: ********* The insured: lashoria ***** gave me her insurance info and later told her insurance that she was never involved in an accident. The adjuster denied the claim in bad faith and then illegally gave me the previous car owners information address and Insurance and told me to file a claim with them. I reached out to the previous owner and they confirmed with proof that they sold the car to lashoria March 24th of this year. I will need this investigated and re opened so I can get my car fix etc. Phone number **********
Business Response
Date: 05/02/2025
Please see the Company's response attached as requested. Thanks!
Customer Answer
Date: 05/02/2025
The police report is correct and has the insured policy number and name as well as the owner of the vehicle as of yesterday the ticket the claim was re-opened for further investigation and I am currently looking for whiteness's

please see below for more:

****** Floyd
******************************************************
05-01-2025
Claims Department
National General Insurance
P.O Box 1623
************************-1623
Re: Illegal Disclosure of Policyholder Information & Wrongful Claim Denial
Claim #:250322775
Date of Loss:04/25/2025
Dear Claims Manager:
I am writing to formally protest your companys unlawful handling of my claim arising from the April 25th accident involving Lashoria Smith
Violations Identified:
1. Privacy Law Violation (**** Rev. **** *******)
- Your adjuster ********* *** ******** improperly disclosed another policyholders insurance information to me on 04/30/2024 via telephone and email.
2. Bad Faith Claims Practices (**** Admin. **** 3901-1-07)
- Attempting to close my claim by directing me to an irrelevant policy constitutes unfair settlement practices.
Demands:
- Immediately assign a new adjuster to my claim reopen and move forward
- Provide written confirmation of the CORRECT insurance policy covering the at-fault driver
- Confirm in writing that no improper disclosures occurred
- Respond within 10 days or I will:
- File a complaint with the Ohio Department of Insurance
- Pursue legal action for violations of Ohios insurance laws
violations
- **ORC ********* (Insurance information privacy)
- **ORC ********* (Unfair claims practices)
- **OAC 3901-1-07** (Specific bad faith provision)

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

far from resolved
Initial Complaint
Date:04/30/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In October 2024 I filled for a quote for auto insurance on direct autos website and selected that I make payments on my car to a lien holder. I selected collision insurance with a $500 deductible. I **** a call from someone stating that they could assist me with choosing the right plan. I know nothing about insurance and it was their job to make sure that the plan I was given met the standards for a person who makes payments which I selected that I do make payments. The underwriter also initially suspended my policy because they said I didnt have a license which I did have a license. I have gap ********************** that I pay for so I would have never agreed to just liability if that was explained to me and knowing that I have a financed car I would never have agreed to liability. On 4/24/25 I was in a car accident where I was found to be at fault and Im learning that I have no coverage to cover the car to be towed, or for collision. They arent even allowed to sell me a plan that doesnt offer full coverage. I remember the lady saying something about Tennessee state minimum but I dont know what that meant she said it would be a lower price. She shouldnt have even mentioned that plan to me if I had a lienholder. This is a breach if I was offered a plan that wasnt for the financed car. They should be paying for the damages as the plan should have never been an option for me in the first place. Clearly this company doesnt put their customers first. I will never use them again for an insurance company. I attached a example of the quote form where it ask if you pay a payment which I selected yes on the original quote form.
Business Response
Date: 05/06/2025
Please see the Company's response attached, thank you.
Customer Answer
Date: 05/06/2025
I am rejecting this response because:
I originally did an online quote which was for $245 approx and afterwards I received a call from a agent saying that she was calling to help with the quote she said I was able to lower the monthly payment but I had know idea that my collision and PIP was being removed as I pay for Gap insurance so there would have been no reason for me to knowingly get a plan that would not cover a car that I pay a payment for. Through my research it is illegal for an insurance company to sell a liability plan to someone with a lien holder. My plan also got canceled because they said I didnt have a drivers license which was incorrect and I just called and had it reinstated not understanding the verbiage of auto insurance. I was also informed that they dont use terms like full coverage or liability which is also confusing.
Initial Complaint
Date:04/28/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I.m dispute this cancellation of my policy due to Non- Payment and jurisdiction and complaint against this insurance company towards their customers and I requested that my same policy to be reinstated but they insist not to reinstated My policy and I paid the past due amount that was required but they still didn't want to give me my same policy back without doing a down payment again and this is unnecessary and jurisdiction this need to be addressed to the company of Miss handling the policy holder insurance need to be active asap or legal action will be taking i.m the City councilman elect in *************** and I have a right to sue and file dispute against Direct Auto Insurance....not request my policy to be reinstated...need to be address.this policy was cancel on 4/11/25 when I spoke to them about the payment issue. They ignore my request on paying the amount on when I received payment still ignoring.....
Business Response
Date: 04/29/2025
Please find the Company's response attached.
Initial Complaint
Date:04/25/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I got both an auto insurance policy & a renters insurance policy (through a separate provider) during a single interaction with an Experian representative. The enrollment process appeared standard, and all necessary documentation was provided. However, upon receiving my subsequent bill, I observed a rate increase exceeding my previous insurer's cost. Although I initially accepted the higher rate, I always intended to seek alternative coverage due to the elevated initial premium. I contacted customer service on 3/22 to inquire about the charges. I provided proof of prior insurance to the Experian representative, including my signature to initiate the policy; however, National General claims non-receipt of this documentation from Experian, whom I believe to be their insurance reseller. I contacted agent Gabby, who initiated the policy, to investigate this discrepancy & the subsequent rate increase in the 2nd month, after being assured the matter would be resolved. I paid only the outstanding balance for that month, anticipating a credit adjustment. A further rate increase approximately $200 occurred in the 3rd month, prompting my return to my previous insurer due to their significantly lower rates. Following a second inquiry on 4/23 regarding these charges, I received the same response, despite having maintained continuous insurance coverage since obtaining my driver's license..The representative stated they lacked supporting evidence. Inquiring about communication with their reseller, they confirmed no contact and no record of their details. I questioned the rationale for utilizing a reseller without information exchange. My account displays a disputed balanceThe invoice, due 4/28, should reflect a credit, not a charge, given policy cancellation on 4/22. Despite presenting my insurance card, the charge remains. My requests to speak with a manager via chat and phone were denied. Acquired this policy due to a significant life event necessitating continuous coverage.
Business Response
Date: 04/30/2025
Good evening,
Please find the attached Company response.
***** *.
Initial Complaint
Date:04/25/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a claim only report on 03/01/2024 that is false. I need this removed because it is causing high insurance rates.
Business Response
Date: 05/03/2025
Please see the attached Company response.
Customer Answer
Date: 05/03/2025
I am rejecting this response because: THIS IS A FALSE CLAIM ON MY FILE. I HAVE ATTACHED MY DRIVERS RECORD TO REFLECT THIS WAS INCORRECTLY REPORTED. I WAS NOT A DRIVER IN THIS ACCIDENT. IT NEEDS OT BE REMOVED FROM MY FILE AS IT IS INCORRECTLY REPORTED AND CAUSING MY INSURANCE RENEWAL TO BE INFLATED. IT NEEDS TO BE REMOVED. THEY HAVE NO PROOF THIS WAS AN ACCIDENT I WAS IN.
Initial Complaint
Date:04/25/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing this complaint due to National General Insurance's unacceptable delays, lack of communication, and mishandling of my auto claim following an accident caused by an unlisted driver operating one of their insured vehicles.Delayed Fault Determination:Despite having access to all necessary documentationincluding recorded statements and a police reportNational General took over three weeks to determine fault and accept liability. This delay was entirely unwarranted and left me without clarity or support during a stressful period.Lack of Communication:Throughout that time, the assigned claims adjuster was unreachable and unresponsive. It wasnt until I requested to speak to a supervisor that I received any meaningful communication.Inaccurate and Incomplete Repair Estimate:Once liability was accepted, National General provided a fraudulent and inadequate repair estimate. The estimate overlooked obvious visible damage to my vehicle, recommended the use of cheap aftermarket parts over OEM parts, which are necessary to properly restore the vehicles safety, integrity, and value.Failure to Address Child Car Seat Replacement:I made it explicitly clear that two child car seats were in the vehicle at the time of the accident. National General has made no mention of replacing these seats, which goes against industry-standard safety practices.Independent Estimate Provided:Due to concerns about the accuracy and completeness of National Generals estimate, I obtained an independent evaluation from a trusted repair shop. Their assessment was thorough, reasonable, and recommended OEM parts to ensure the repair meets safety and quality standards. This estimate has been shared with National General but has yet to be ********** Concern:National General's handling of this claim suggests a pattern of prioritizing cost-cutting over customer safety and responsible claims management. Their conduct raises concerns about their commitment to acting in good faith.
Business Response
Date: 04/30/2025
Please find the company response attached.
Customer Answer
Date: 05/01/2025
I am rejecting this response because:

I believe the response provided by Integon ********************* (National General Insurance) knowingly misrepresents the facts and fails to address the central issues I raised. Below is a point-by-point rebuttal aligned to their response:

1. The Field Claims Representative inspected the Claimants 2010 ***** Odyssey and prepared an estimate based on visible damage.
This is misleading. The estimate did not reflect all visible damage. I specifically documented and emailed clear photos showing damage that was entirely omitted from the estimate. The adjusters inspection was incomplete and failed to meet even basic standards of accuracy. This has been confirmed by an independent, third-party repair facility that provided a comprehensive estimateincluding areas that were visibly damaged and ignored by National General.

2. The estimate includes like, kind, and quality (LKQ) parts, which is consistent for a vehicle of this age.
This justification is inadequate and problematic. The parts damaged in the accident were OEM (original), and they should be replaced with parts of the same quality to ensure safety, performance, and to avoid devaluation of the vehicle. Aftermarket parts are often not manufactured to the same standards and may not fit or function properlyputting my familys safety at risk. Using the vehicles age as a rationale to cut costs is not only inappropriate, but also exposes the companys attempt to lowball repairs under the assumption that I may forgo fixing the car. This practice is biased, not objective.

3. If additional damage is found during repairs, the shop may submit a supplement for review and approval.
That assumes repairs begin based on a flawed estimate. An accurate initial estimate is foundationalit establishes the baseline for what was damaged in the accident and what should be addressed. Starting with an incomplete and underreported estimate influences any follow-up evaluations and sets up unnecessary friction for me and the repair facility.

4. The Claimant submitted an estimate from Auto Body Xperts If the Claimant has coverage under his own insurance policy that includes OEM parts, he may elect to proceed through his own carrier
This completely sidesteps National Generals responsibility. The at-fault partys insuranceNational Generalhas already accepted liability and is therefore responsible for the full and proper repair. My own insurer should not have to be involved. Shifting the burden to my policy is an evasion of responsibility and contrary to how liability claims should be handled.

5. On April 28, 2025, a payment of $479.01 was issued to the Claimant for rental reimbursement.
Yes, but this only occurred after I filed this complaint. Documentation for rental reimbursement had been submitted well before this date with no response or progress until the BBB became involved. This clearly shows that my case was not being handled proactively or with proper urgency.

6. The Company advised the Claimant to submit a photo of the car seats to us for review and reimbursement. Once received, payment will be issued.
Again, this action only came after the BBB complaint was filed. Prior to that, my repeated mention of the two child car seatswhich were in the vehicle during the accident and should be replaced for safety reasonswas ignored. This is another example of failure to follow basic industry practices until external oversight was involved.

7. Our records show the Company maintained consistent contact with the Claimant throughout the process and a review of the claim determined it was handled appropriately.
This statement is blatantly false. I experienced long stretches without communication. Emails were ignored, voicemails went unanswered, and I only received meaningful updates after escalating the issue. I have phone records and email chains that clearly show otherwise. Claiming that this process was handled appropriately is not only inaccurateit dismisses the legitimate hardship caused by the companys unresponsiveness.

Conclusion:
The company's response not only fails to acknowledge its mishandling of the claim, but it also distorts the timeline and nature of its actions. The delays, poor communication, and incomplete repair estimate are well documented and not addressed in good faith. Only once this complaint was filed did progress begin to occurstrongly suggesting that the company did not act responsibly until held accountable.
I respectfully request continued review of this matter by the BBB and urge that this pattern of behavior by National General be taken seriously.

I would like to resolve and close the property side of this claim swiftly and fairly, as such, I have outlined my desired outcome below:
Reimbursement of $4,448.72 for the full cost of repairs, as outlined in the Auto Body Xperts estimate.
To expedite resolution, I am willing to waive any claim to supplemental damage to the vehicle discovered during the repair, provided this is settled within a reasonable timeframe.
Reimbursement for the replacement of the car seats:
Chicco OneFit LX ClearTex Convertible Car Seat $299
Graco Extend2Fit Convertible Car Seat $199.99
Reimbursement of $479.01 for out-of-pocket rental vehicle expense.
Total reimbursement requested: $5,426.72

Business Response
Date: 05/06/2025
Please find the company's response to the additional request.
Customer Answer
Date: 05/07/2025
I am rejecting this response because:
Below is my rebuttal to the companys most recent response, organized to directly address the points they raised:
1. Our Field Claims Representative prepared a preliminary estimate based on the visible damage observed at the time of inspection.
This is simply not true. The representative missed clear, obvious, and visible damage, damage that was evident even in the photos I submitted after the accident. When this was brought to his attention, he refused to revise the estimate or account for the omissions. This wasnt a matter of minor oversight; the estimate excluded large portions of the damage sustained, resulting in a vastly different appraisal of damage than the estimate prepared by a qualified, independent repair facility.
The ***** contrast between the two estimates suggests more than a typical difference of opinion. It appears that National General has a vested interest in minimizing repair costs, especially under the assumption that I may choose not to repair the vehicle due to its age. That creates a clear conflict of interest. The field representative cannot be considered objective in this context, and the resulting estimate reflects that bias.
While supplementing is a common practice during repairs, the foundation must be a complete and accurate initial estimate. Without that, the supplement process is compromised. If National General truly intended to ensure all damages are properly documented and addressed, the field estimate would have reflected the most visibly apparent damage to begin with.

2. The responsible partys policy does not include coverage for Original Equipment Manufacturer (OEM) parts... [LKQ parts] are required to match the original parts in quality, performance, and warranty.
This is a misapplication of policy limitations and a deliberate attempt to obscure the facts. Stating that that the responsible party's policy does not include coverage for OEM parts is irrelevant. First, this is not a claim being filed under the responsible partys coverage for their own vehicle, its a liability claim for damage they caused to my vehicle. National General is obligated to restore my vehicle to its pre-loss condition, not a diminished version assembled with inferior parts.
Furthermore, stating that the responsible party's policy does not include coverage for OEM parts would suggest that insurance companies offer an option to be insured for OEM parts", which is not an option insurance companies provide. It is completely misleading to suggest insurance doesn't cover them, when in reality they simply do not want to pay for them because proper parts cost more, plain and simple. This is a cost-avoidance tactic, not a matter of coverage or policy exclusion.
The fact remains: OEM parts were on the vehicle before the accident, and OEM parts are whats required to restore it properly. The independent repair estimate reflects this reality and includes OEM components accordingly. The idea that LKQ parts are equal in quality or performance is disingenuous. Many are aftermarket or recycled parts that may lack precise fit, manufacturer warranties, and can compromise both the integrity and value of the vehiclecosmetically, structurally, and mechanically.

3. We acknowledge the claimants submission of an estimate from their chosen repair facility... the repair shop is welcome to submit a supplement...
Again, this overemphasis on supplementing avoids the core issue: the initial estimate is insufficient and appears designed to minimize payout. The push toward supplementing before properly recognizing the full extent of the damage reinforces the perception that National General is intentionally underestimating damage in a feable un-out process to reduce their liability.placin undue burden on me and the repair shop, delays the claims process, and reflects poor-faith handling of a liability claim. The constant deferral to a supplemental process is not a reasonable solutionits a tactic.

3. We acknowledge the claimants submission of an estimate from their chosen repair facility... the repair shop is welcome to submit a supplement...
This response sidesteps the real issue: National Generals initial estimate was incomplete and appeared intentionally low, overlooking visible damage I had already documented and reported. The constant deferral to a supplemental process is not a reasonable solutionits a tactic. The fact that they are pushing so heavily for the supplement route only reinforces the perception that National General is deliberately attempting to minimize their financial responsibility. It suggests a calculated effort to avoid issuing a full and fair payout up front, in hopes that Ill abandon the repair altogether due to the age of the vehicle. This strategy places an undue burden on me and my repair shop, delays the process unnecessarily, and represents poor-faith handling of the claim.

4. Liability has been accepted, and we are committed to paying for all verified accident-related damage in line with the terms of the policy.
If that were the case, the process would have looked very different. Documentation for rental reimbursement was submitted well in advance of the payment made on April 28, 2025. Similarly, the issue of replacing child car seats was completely ignored until this complaint was filed. These actions were reactive, not proactive. They reflect an attempt to present cooperation only when external accountability (i.e., this complaint) is introduced. That is not a demonstration of commitment but rather damage control.

5. The company maintained consistent contact with the claimant throughout the process...
Insisting the company maintained consistent contact with the Claimant throughout the process is simply untrue. Stating it doesn't make it so, especially when there is documentation to prove otherwise. I have email threads and phone records showing delayed responses, unanswered questions, and periods of no communication at all. The burden to follow up consistently fell on me. If the company has internal records suggesting otherwise, I would welcome them to produce them, because my documentation tells a very different story.

Conclusion:
National Generals response continues to misrepresent facts, downplay legitimate concerns, and avoid accountability for the broader issue: this claim is being handled with clear bias and a persistent effort to cut costs at my expense. Throughout this back and forth, moderated by the better business bureau, the company has continued to ignore my appeal for a fair desired outcome. Rather than meaningfully addressing the substance of my complaint, correcting their missteps, or engaging in any good-faith negotiation around a proper and accurate repair estimate, National General has chosen to do the bare minimum, offering surface-level responses designed to appear cooperative while sidestepping their actual responsibilities.
Tellingly, the only actions theyve taken to address even the most basic aspects of this claim, such as rental reimbursement and car seat replacement, occurred after I filed this complaint. Their own timeline confirms this, and it speaks volumes about their approach to their handling of this claim.
Initial Complaint
Date:04/25/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Subject: Unfair Claims Handling by National General Insurance (Subsidiary of Allstate)To Whom It May Concern,I am submitting this complaint regarding National General Insurance, a subsidiary of ********, for their failure to handle a vehicle damage claim in a fair, timely, and professional manner.Approximately 3 months ago, my parked **** e-tron was damaged in a collision caused by a driver insured by National General. Since then, I have encountered the following problems:Refusal to Cover Reasonable Repair Costs: They have consistently refused to approve a fair amount for repairs at a reputable, reasonably priced local shop.Denial of Manufacturer Repair Rates: due to their refusal I told them I would take the car to the higher cost **** dealer. They have stated that if I take the car to an ****-certified repair shopas is recommended for this type of vehicleI will be responsible for the difference in cost, even though these rates are standard and necessary for proper repair.Delays and ************* The process has taken close to 3 months with minimal communication and what appears to be deliberate stonewalling.National General is clearly trying to save money at the expense of restoring my vehicle properly, which is unacceptable and unethical. I am requesting that they fulfill their duty and cover the full, reasonable cost of restoring my vehicle to its pre-accident condition, as required.I hope the BBB can help hold them accountable for this poor service and help ensure other consumers are warned.Sincerely,*** *****, MD203 ******************************** #*********
Business Response
Date: 04/28/2025
Please see the Company's response attached, thank you.
Customer Answer
Date: 05/01/2025
I am rejecting this response because:
I have encountered delay tactics from the beginning to deprive me of a timely repair. My car sat in the shop for over 10 days while the appraiser was on vacation only to then pressure me to use my insurance to get the repair needed. Under the law I have a right to choose a repair shop and the fact that another insurance company already approved a negotiated repair with the shop while National General did not proves that they employ deceitful practices and do not act in good faith like a reasonable insurance company would be expected to act. Other customers should know this ********************** is of poor quality lacking ethical standards.
Initial Complaint
Date:04/25/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Mrch 16th, my policy was renewed for $307. On April 3rd 2025 I canceled my policy with national general insurance. April 16th, National General Insurance still debited my account $401, which shouldn't have happened as it was canceled before this date. They are now telling me I have to pay a $50 cancellation fee, but it's not disclosed in the forms attached and my agent never disclosed that information. So they are trying to reimburse me $432. It should be my $401 that was debited when it shouldn't have been, plus my 10 days of canceled coverage totaling around $113 bringing it to a total of around $515. They are refusing to waive the cancellation fee since I wasn't aware of it and the correct prorated cancellation amount. Not to mention they got me charged a $30 overdraft fee for processing the payment that shouldn't have been processed considering my policy was canceled almost 2 weeks before the debit. My insurance agent will also not return my call as I've left voicemails and sent emails regarding this situation.
Business Response
Date: 05/01/2025
Please find the attached Company response.
Customer Answer
Date: 05/01/2025
I am rejecting this response because:

I was never aware of this cancelation fee by my agent and could never get a call back from my agent **** as promised multipe times. This charge cost me $30 overdraft fee considering it was never supposed to be drafted. I'm not understanding how my policy refund PLUS my $401 charge AFTER cancelation equals $432. Thats technically only refunding me $22 for my cancelation. Which is NOT right. Even with a $50 cancellation fee which I think I should receive at least $30 for their error in my overdraft for my account.
Initial Complaint
Date:04/24/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Policy no- INT60216937201 Account *************** Request for Urgent Attention **************** I'm writing to bring to your attention a pressing issue regarding my insurance policy. On March 19, 2025, I submitted a document to ************************** (***************************) to remove a vehicle from my insurance policy, as per the requirements of the **** However, it appears that the update was not made in their system *********** a result, I've been receiving cancellation notices from Capitol and Integon, despite having made timely payments to Integon for over a year. This is not only frustrating but also damaging to my reputation, as it suggests I've missed payments.I kindly request that you:1. Investigate this matter urgently.2. Update the records to reflect the vehicle removal.3. Provide a positive response regarding the resolution.4. Process a refund for the payment made at the beginning of the year.I appreciate your prompt attention to this matter.Sincerely,******* ****** Thawalama ******
Business Response
Date: 04/28/2025
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National General Insurance Company is NOT a BBB Accredited Business.