ComplaintsforGreat American Insurance Company

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My parked car was hit in June of 2024 and this was the insurance for the work truck that hit my vehicle. I filed a claim and was told I would be contacted within 24 hours. A week later no one contacted me. I called the number I was given for the person on my case, he never picked up. I called his supervisor and promptly received a call back. The person on my case, Rob B****, seemed upset that I contacted his supervisor, he stated, "Sorry I was not able to respond to your call within 20 minutes and that we typicality respond in 24 hours". I was calling his number that whole week. Its been 2 weeks since I filed the claim and they keep saying they are investigating to see who is responsible. I sent them pictures of the incident showing my parked car that was hit and a police event report. They still claim they are investigating and have not contacted the insured driver. I asked for a time frame for their investigation and was told it can take as much time as they need. I then asked what happens if they never get in contact with their insured driver. He told me to file a claim on my insurance. If that is the case, then its in the insured drivers interest to never call the insurance company and claim responsibility. I can't pay for something I did not do. They do not seem to want to pay me anything, beside being condescending and rude. I just want my car fixed, since I cannot legally drive it in damaged condition.

  Business response

  06/20/2024

  June 20, 2024 
  

  Better Business Bureau 
  Attention: ***** ******** 
  1 E 4th St, Suite 600 
  Cincinnati, OH 45202 
  
  Dear *** ********, 
  
  This correspondence is in response to a consumer complaint filed by ********** ******* related to a non-injury auto accident. The claim was first reported on June 6, 2024, and our investigation commenced. After a few voicemail exchanges, we spoke with *** ******* on June 12, 2024, and obtained his vehicle damage information. 
  

  Our investigation requires speaking with the policyholder/driver. This step was delayed as the driver was hospitalized unrelated to this accident. However, we have completed the liability investigation and assigned an appraiser to meet with *** ******* and inspect the accident-related damage to his **** ****. It appears the appraiser was retained just prior to the filing of this complaint. 
  

  We anticipate an expedited resolution to this claims matter upon receipt of the finalized appraisal estimate. 
  

  We trust that this will resolve this matter. 
  

  Sincerely, 
  

  
  Ms. Janelle W******, AIC AFIS Divisional Senior Vice President 
  Great American Insurance Company ###-###-#### *** ***** 
  

  
  

  Customer response

  06/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ********* *******
  

• Initial Complaint

  05/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The insurance company did not pay me full amount. See attached emails asking me to "enforce" the release to which I attached of 13000 over and over. The release did not indicate if it is US funds leaving it vague and ambiguous to which the law of Contra Proferentem applies. Only when I asked if the funds are in US as this company is based in the US did they then say it is 10000. But it is clearly documented in the emails they agreed to 13000. They had me sign a signed statement which I could not read the writing but the adjuster promised to send me a transcribed copy so in good faith I signed it as he kept reassuring me he wrote exactly what I said over and over. I have asked numerous times for a copy and you will see in the string of emails he promised to send to me along with the report, authorizations and pictures and to date he has not sent it. The way this claim has been handled is unethical. They played tactics to pressure me into signing the statement and first release to which I have a cooling off period and I was not thinking clearly and was under duress. It seems they think I am from ****** and of ethnic descent they can treat me this way and that I will just go away with whatever they want to do. I am filing a complaint and seeking the difference owed otherwise I will be seeking the full amount with similar injuries won in court. No one should be treated this way after suffering a horrific injury that will leave a permanent scar on my neckline where everyone can see and suffering an infection. I have to continue to figure out how to keep it covered because of the humiliation of what others have said to me about it. And now with summer, I cannot at all allow it under the sun which will make it worse. I am on antianxiety/depressant medication and now ********* due to the panic attacks I suffered as result of this. Thank you for your time.

  Business response

  05/13/2024

  Date Sent: 5/13/2024 9:52:44 AM
  May 10, 2024
  
  Re: Insured: ** ****** *** DBA ** ****
  Claim No.: *********
  Policy Nos.: ************
  Policy Period: 3/1/2023 – 3/1/2024
  Date of Loss: 11/4/2023
  
  Dear *** ****:
  
  This letter is sent on behalf of Great American E&S Insurance Company (“Great American”) in
  response to a complaint you filed with the Cincinnati Better Business Bureau (“BBB”). As you
  know, Great American is the insurer for ** ****** *** DBA ** **** (“** ****”). You
  submitted a claim to ** **** on November 7, 2023, alleging you were injured on November 4,
  2023, while using ** ****’s product (the “Claim”). Great American received notice of the Claim
  on February 16, 2024. In compliance with ******** claims handling regulations, Great American
  retained John D************, an adjuster with ********* Adjusters, a ******** licensed adjusting
  firm to assist with the investigation of the Claim.
  
  After a thorough investigation, Great American, through Mr. D************, engaged in
  discussions with you to negotiate a settlement of the Claim. On April 12, 2024, you signed a full
  and final release agreeing to release all claims against ** ****, Great American, and *********
  Adjusters from any claims relating to the Claim in exchange for $10,000 ******** Dollars. Great
  American mailed that settlement check to you on April 29, 2024.
  
  Great American has reviewed the complaint you filed with the BBB in which you claim you did
  not realize the settlement amount you agreed to was in ******** dollars and that you believe the
  settlement amount is $13,000.
  
  Great American has reviewed our records to address your concerns. On April 12, 2024, Mr.
  D************ communicated via email the full and final release was attached for your signature
  in the amount of “$10,000 CAD.” Within an hour, you responded “please find attached signed
  document. Let me know what day cheque will be ready” confirming your agreement with the
  settlement amount and terms. The full and final release also stated the settlement amount was
  $10,000. The email and signed full and final release are attached as Exhibit A for your reference.
  As noted above, the settlement check was mailed to you on April 29, 2024. For these reasons,
  Great American will not be paying you the additional $3,000 CAD you have requested in your
  complaint to BBB.
  
  After reviewing all records and correspondence related to this claim, including your back-and-
  forth settlement negotiations with Mr. D************, Great American also denies any allegations
  that you were pressured during the negotiation process. Great American also denies any allegations
  of unethical claim handling. The Claim was at all times handled in compliance with ********
  regulations.
  
  Great American understands that you have requested in your complaint to the BBB the statement
  describing the Claim you signed during your interview with Mr. D************ on February 22,
  2024. The statement, Privacy Policy Authorization Form, and photos you provided during the
  interview are enclosed in Exhibit B per your request.
  
  Great American is confident this communication addresses any confusion or miscommunication
  you feel took place during the claim handling and settlement negotiation process.
  
  Sincerely,
  
  Michael Z*******
  Senior Claims Representative
  Phone: ###-###-####
  Fax: ###-###-####
  Email: ******************

  Customer response

  05/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. I have provided in my previous attachments to you the confirmation from the Independent adjuster with the signed release of $13,000 in which he accepted via email. Please advise me of next steps. 
  
  Regards,
  
  ******** ****
  

  Business response

  05/21/2024

  May 21, 2024
  
  Re: Insured: ** ****** *** DBA ** ****
  Claim No.: *********
  Policy Nos.: ************
  Policy Period: 3/1/2023 – 3/1/2024
  Date of Loss: 11/4/2023
  
  Dear *** ****:
  
  Great American has reviewed your most recent message submitted to the BBB. It raises no new
  issues or information from your original complaint. Great American’s position remains unchanged,
  as outlined in response to your original complaint to the BBB. In accordance with the full and final
  settlement agreement made on our behalf with you in relation to your claim, Great American issued
  you a check of $10,000 CAD. Great American will not pay you any additional settlement funds
  for this claim.
  
  Sincerely,
  
  Michael Z*******
  Senior Claims Representative
  Phone: ###-###-####
  Fax: ###-###-####
  Email: ******************
  

  
  

  Customer response

  05/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. The adjuster responded to my attached release of $13000. In his emails he said"than you for your confirmation that signed full and final release you completed is enforceable. We will have them issue payment right away". He acknowledged the release of $13000 several times. This is a dishonest and unethical practice to which I will pursue and warn others about. They also did not submit to me the transcribed statement. They sent the handwritten statement which I cannot read. The adjuster promised to submit to me the typed out version. Also they did not send me the pictures the adjuster took of me at that meeting. Instead he sent the pictures I took of myself that I sent them. None of these items have been resolved. 
  
  Regards,
  
  ******** ****
  

  Customer response

  05/24/2024

  Hello *****, I couldn't find the tab to respond to your question. I only found this tab. We were in negotiation's back and forth via email.  I updated the release and was at the amount of $13,000. When they kept asking me to "agree" and "enforce" the release several times, I attached the fully completed release of $13,000 to which then they said the cheque will be issued. The first release of $10,000 was not fully completed and also they acknowlege it was not agreeable and enforceable since they kept asking me to agree and enforce it. That is when I agreed to the $13,000 release and wrote it is enforceable to which they then responded it is enforceable and a cheque will be issued. Thank you, ***** 

  Business response

  06/05/2024

  June 5, 2024
  
  Re: Insured: ** ****** *** DBA ** ****
  Claim No.: *********
  Policy Nos.: ************
  Policy Period: 3/1/2023 – 3/1/2024
  Date of Loss: 11/4/2023
  
  Dear BBB:
  
  The customer’s complaint is incorrect. The customer agreed to settle her claim for a payment by our
  company of $10,000. Our company has fulfilled its obligation under the agreement by sending the customer
  a check for $10,000. The customer is now trying to re-open that agreement and seek more money. There
  is no legitimate basis for her position. Great American will not be issuing additional settlement funds, and
  this will be our final response.
  
  Sincerely,
  
  Michael Z*******
  Senior Claims Representative
  Phone: ###-###-####
  Fax: ###-###-####
  Email: ******************

  Customer response

  06/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  The amount of $13,000 is not incorrect. This was the final email responded by the adjuster agreeing to the amount as per the email I sent with the correct amount attached. They agreed to this amount. They are trying to back out of what they agreed to and attempt to pay me lesser amount owed. This is unethical and completely fraud on their part. 

  
  Regards,
  
  ******** ****
  

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are trucking company. We have been trying to contact Great American Insurance Group for the last 3 weeks to file a claim against a broker by email ******************* and phone ###-###-#### and ###-###-####, and they never answer the phone! This is not normal. we are starting to believe this company is a fraud. Can you believe a company that does NOT answer the phone or emails?? They are either a scam, a fraud or they just do not care about their clients and theirs responsibilities. KargoLand LLC ###-###-#### ***********************

  Business response

  05/06/2024

  Please see the attached response to ***** *********** complaint, BBB file no ********* If you have questions or need additional information, please let us know. Thank you.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been trying for a while now to see if I still have home owners insurance with them. They withdrew money from my account for hazard insurance But also said it had been canceled due to a change in mortgage companies. They keep passing me off to other people and I can't get any information on the status of my insurance. If nothing else I feel I'm entitled to a refund at least. I'm not even sure how much I paid them.It was supposed to be until August.

  Business response

  04/29/2024

  Please see attached response to this inquiry (text below).  

  April 29, 2024
  
  Better Business Bureau
  Attn: ***** ********
  1 E. 4th Suite 600
  Cincinnati, OH 45202
  
  Re: Complaint ID: ********
  Complainant: ***** ******
  Loss Location: *** * ****
  ******** ** *****
  Our Incident Number: *****
  Our Insured: ******** **** ********** ********
  Policy Number: *******
  Insurance Company: Great American Assurance Company
  
  Dear *** ********:
  
  Thank you for the opportunity to respond to *** ******** complaint, which was received in our office on
  April 24, 2024. *** ******** complaint stated. “I've been trying for a while now to see if I still have home
  owners insurance with them. They withdrew money from my account for hazard insurance But also said it
  had been canceled due to a change in mortgage companies. They keep passing me off to other people and
  I can't get any information on the status of my insurance. If nothing else I feel I'm entitled to a refund at
  least. I'm not even sure how much I paid them. It was supposed to be until August.”
  
  To clarify, the coverage provided by Great American Assurance Company (Great American) is not
  homeowners insurance. Great American insured ******** **** ********** ******** (********) for
  Mortgage Protection Insurance coverage under Policy *******, effective May 1, 2019, until October 1,
  2023. ******** adds properties to the master policy when it is discovered the borrower (*** ******) did
  not maintain the required homeowner’s insurance per the mortgage agreement. The property was added to
  the master policy on August 1, 2023, under certificate #**********.
  
  ******** became part of *** ****** and the master policy with Great American ended on October 1,
  2023. Certificate ********** continued until March 1, 2024 and was canceled. *** ****** maintains
  their own Mortgage Protection Insurance for potential coverage for the ******** property. A review of
  Great American’s records show premium for the coverage ended on March 1, 2024 when the coverage
  ended. Great American does not show any payments for coverage after March 1, 2024 from ********.
  The monthly premium was $9.44.
  
  I called *** ****** on April 24th and April 29th to discuss the ******** policy. I left a message for a
  return call. The number used was ###-###-####.
  
  Based on the review of the information, Great American has not received premium after the cancellation
  date of the coverage. With the loan moving from ******** to *** ******, contact with *** ****** to
  review the loan/escrow balance would be appropriate as well as to review if *** ****** has provided
  Mortgage Protection Insurance for the property.
  
  If you have any questions or concerns, or need additional information please feel free to contact me at
  ###-###-#### or direct at ###-###-####.
  
  Sincerely,
  
  
  David W***
  Divisional Assistant Vice President
  Great American Assurance Company

• Initial Complaint

  04/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My store Cuban got broken in in January and I didn't sound a report because I didn't have transportation. I'm on disability and it's hard for me to get around. Because I use a can and I also have to take public transportation. So at the time I was using somebody's car who kept calling me and wanted to take her back at the time. So I couldn't wait until 5 o'clock. And then after that for a little bit, I lost my sister and I had to go New York and take care of some business, which calls me to a not found. A police report did. I actually copy out the please. Of the cameras and it's only to keep the cameras for 7 days. I was mad about that I was mad at it. I lost my husband 2 years ago in all his stuff was stolen and I'm just supposed to be a secure place. You already supposed to have a number to get in. And I was just upset and then the insurance company.She was gonna be a hard time like I was the one who broke into my own storage unit.Why would I do with that?This happened in January.I don't know that's that date that it happened all the time

  Customer response

  04/16/2024

  My client representative name was ***** ward like I told you I didn't get a chance to file a police report. So she says she was trying to figure out how much to give me without the police report. That's the last time I talked to her. I don't know what else you guys one for me.

  Business response

  04/22/2024

  Please see the attached response to Ms. ******* complaint.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ******** ******** got a cargo policy with great american insurance on Feb 28 2024 on March 3 my dad ******* ******** paid me 300 dollars to take his funtuire items to ******** the items were stolen on March 4 26 thousands worth the claim took a week to get assigned policy ****** ****  Ian F*********** is adjuster they have block me and my dad *** ******* is lazy Greg P******** is a snake Ian told me let me see if policy covers items he send apparries to get value 2 weeks ago I have not heard nothing this company is a fraud please do not do business them my dad has not bein paid heard I calls and email has been block please help

  Business response

  04/04/2024

  April 3, 2024
  
  
  Better Business Bureau
  1 E. 4th Street, Suite 600
  Cincinnati, OH
  
  
  BBB Case # ********
  Complainant: ******** ********
  
  
  Dear BBB,
  
  This is to acknowledge the above-reference complaint received from *** ********. Without getting
  into the sensitive details of *** ********** claim, we have adequately addressed *** **********
  questions as early as last week and conveyed the necessary steps to complete the investigation of his
  claim. We disagree with *** ********** characterization of his claim, his ad-hominem attacks on our
  staff and his allegations of non-responsiveness. We continue to communicate with *** ******** and
  are working with our special investigative unit to resolve the claim.
  
  Sincerely,
  
  
  
  Greg P********
  Divisional Assistant Vice President
  Property & Inland Marine Division
  Great American Insurance Group

• Initial Complaint

  03/28/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Please see attachment for more details. GAIG issued a policy based off of an application, however you can see that the application was required in order to get the quote that I asked for. It feels very deceitful that a policy would be issued when I never received a quote, never received a response from the company, and that my application (that was required in order to get the quote) is being used as the evidence that I wanted the policy issued.

  Customer response

  03/29/2024

  Hello, it could be against **** ********* ******, but GAIG is the provider of the service and the one sending me to collections. 

  Business response

  04/09/2024

  Please see the attached response to Ms. ******* complaint.  

  Thank you,

  Missy E******

  ********************************** 

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Policy Report# ******** Claim# ********* False advertising in deceptive service that American Insurances Group didn't provide for me as consumer is very disappointing.On 2-21-2024, I flied a Claim with this company in I've been very Transparent in compliant .I reached out to Bbb 4-11-2024 to reach a solution. On 2-22-2024 NaTosha D*****, Claims Representative | **************** ###-###-#### FAX ###-###-#### She briefly went over My Renters' Personal Property Protection policy by phone she explained that my policy limit is 2k. I will receive my full payment Once I the policy holder can provide evidence on my claim I *** ***** received from Natasha D. Loss submission sheet that was also notarized in faxed on 2-29-2024. This company is relentless in very unprofessional by reading thier False Advertising Claim of thier Protection Policy in renteral agreement terms If the storage company advertised certain security measures (like surveillance cameras, security personnel, or alarm systems) and failed to provide them, this could constitute false advertising or misrepresentation. If their failure to provide promised security directly led to the theft of your belongings, I just want a solution in good faith.

  Business response

  03/14/2024

  March 13, 2024
  
  
  *** ***** ********
  Marketplace Resource Consultant
  Better Business Bureau
  1 E. 4th Street, Suite 600
  Cincinnati, OH 45202
  
  
  Re: BBB ID: ********
  Our Claim: *********
  DOL: February 8, 2024
  Claimant: ******** *****
  Insured: ********* *******
  Loss Location: ********* *******
  
  Dear *** ********:
  
  We received *** ******* claim on February 21, 2024, which was reported to Great American
  Assurance Company (Great American) under her SureSmart Protection Plan purchased through
  her Rental Agreement with ********* Self Storage. Great American handles the claims filed
  through the SureSmart Protection Plan for ********* under a claims handling agreement.
  
  This theft claim is actively under investigation. We recently received the police report and have
  sent *** ***** a Contents Inventory to complete and return to us with her supporting claim
  documentation. As soon as we have the Inventory and claim support back, we expect to be able to
  process the claim and resolve it.
  
  *** ******* complaint lists several concerns that we cannot address, precisely the concerns over
  the protection plan advertising and building security measures. Unfortunately, Great American has
  no information on these issues, and as noted, we cannot address them.
  
  If you have any questions or need additional information, please do not hesitate to contact me.
  
  Sincerely,
  
  Robert M******
  Divisional Assistant Vice President
  Great American Assurance Company
  

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My parked car was hit by a commercial driver. The driver made a police report and I obtained the necessary information to get my car fixed. However, the insurance company is not answering their phone. I have left several messages and I have sent an email without any response. I believe this to be unethical. I. Red my car to be fixed. I’m just one individual agains a big company. I need some help getting through this people.

  Business response

  03/06/2024

  Are you trying to reach Great American Insurance Company? If so, what number are you calling? Based on the photo IMG_8784 it appears that you may be trying to reach ACE American Insurance Company, which is a different entity.

   

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a landlord insurance police what was not honored..They denied my claim.I sent them evidence such as repair bills and pictures of the damages.I sent them police report and the writ of possessions because the tenants had to be evicted.I explained them what i repaired so far but they still did not reimburse me.They have to pay for the loss of rent and damages according to their policy.

  Business response

  02/21/2024

  Please see attached response to this inquiry.  If you have any further questions, please submit to pdc.operations.*******************.
  
  Sincerely,
  Great American Insurance Group
  Pdc.operations.*******************  

  Business response

  02/23/2024

  See attachments.  Thank you.

  Customer response

  02/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ****** *****
  

*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. ↩