Business Profile

Insurance Companies

Great American Insurance Company

Headquarters

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Complaints

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

Customer Complaints Summary

31 total complaints in the last 3 years.
8 complaints closed in the last 12 months.

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Submit a Complaint

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:02/22/2025
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.
Unjust Bond Cancellation Due to False Claim Our company, ********* ********* ***, had a ****** bond with Great American Group Insurance and experienced a serious issue with how they handled a false claim against us. A trucking company wrongfully claimed that we failed to pay for a delivered load, but we provided clear evidence proving the claim was false. Despite this, Great American still canceled our bond without proper notice or a valid explanation. Not only did they fail to recognize the fraudulent nature of the claim, but they also took action against us unfairly, causing unnecessary disruption to our business. When we requested clarification, their communication was poor, and we received no legitimate reason for the cancellation. This has made it difficult to secure a new bond, as other surety companies are now questioning the cancellation. If you’re in the freight brokerage or trucking industry, be cautious when dealing with Great American. A company that cancels bonds without due diligence or transparency is not one you can trust to support your business when it matters most.
Business Response
Date: 02/28/2025

February 28, 2025

Cincinnati Better Business Bureau
1 E. 4th Street, Suite 600
Cincinnati, OH 45202

Attn: ***** ********
Marketplace Resource Consultant

RE: Your File No.: ********
Our Principal: ********* ********* ***
Surety: Great American Insurance Company
Our Claim No.: *********
Our Bond No.: *******

Dear ***** ********:

Thank you for the opportunity to respond to ********* ********* ***** (“*********”)
complaint, which was received in our office on February 26, 2025. ******* ***** of *********
references that he experienced issues in the handling of a recent claim against his bond. We will
provide an explanation of the events that occurred.

The referenced bond issued by Great American Insurance Company (“GAIC”) was issued
pursuant to federal law for a Broker’s or Freight Forwarder’s Surety Bond under 49 U.S.C.
§13101, et seq. It is in place to protect motor carriers or shippers from the uncontested
nonpayment of freight charges for their transportation of interstate non-exempt commodities
from the Brokers who arranged for the transportation. The protection is limited to the penal sum
of the Bond, namely $75,000.

GAIC received claim against *********** bond on August 24, 2024, from *** **********
alleging non-payment of freight charges. On August 28, 2024, we notified ******* ***** at his
******************** email (the same address utilized to supply this complaint). In bold
language, GAIC requested *********** written position to the claim within 3 days. We further
warned that “[f]ailure to adhere to these conditions and cooperate with our investigation may
result in cancellation of your bond”.

Neither ***** or ********* responded to our initial claim notice letter, therefore GAIC opted to
cancel the bond under the regulations on September 25, 2024. Soon after cancellation,
********* responded with their position on the claim. GAIC reviewed *********** defenses,
and after deeming it valid, proceeded to deny *** ********** claim against the bond on November
18, 2024. We updated ********* on the claim determination, and they thanked our claim
representative.

Despite receiving our cancellation notice, ********* made no request to have their bond
reinstated until mid-January. I’ve reviewed this matter with our Underwriter and Agent, and we
are willing to reinstate the bond for the January 2024-January 2025 term. We ask that *********
contact our **** ********** agent, ******* ******, at ###-###-#### or *************
************** to discuss renewal and remarketing options to other sureties for the January 2025
to January 2026 term.

If you have questions, please feel free to contact me directly at ###-###-#### or
*****************.

Sincerely,
GREAT AMERICAN INSURANCE COMPANY

******* B******
Claims Director
Initial Complaint
Date:08/26/2024
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.
July 27 we awoke to several holes in the one even piercing our ceiling. I of course called my mortgage company that following Monday July 29. August 7 was American Insurance first time reaching out to me letting me know an adjuster has been issued to my claim. The adjuster came out on the 6th of August. The mortgage company said it would be 3-5 business days before they reached out. That was over two weeks before initial contact. The adjuster said anywhere from 5-10 business days and it would be settled. Well it’s been a total of six weeks with the holes in my roof still tarped. I haven’t heard any updates from the insurance company. The agent I was assigned to Dana R**** has not returned any of my four voicemails. I’m quite overwhelmed considering there’s mold in my attic that was pointed out by the roofers who gave an estimate. Also there’s animals crawling in the attic.
Business Response
Date: 08/28/2024
August 27, 2024

Better Business Bureau
Attn: ***** ********
1 E. 4th, Suite 600
Cincinnati, Oh 45202

Re: Complaint ID: ********
Complainant: ****** ******
Loss Location: *** **** *** **
************ ** *****
Our Claim Number: **********
Our Insured: ******* Housing Finance Authority, dba
**************
Policy Number: *******
Insurance Company: Great American Assurance Company
NAIC Number: *****
Amount of Insurance: $56,808.00

Dear *** ********:

Thank you for the opportunity to respond to *** ******** complaint, which was received in our office on
August 26, 2024. *** ****** noted in her complaint that Great American Assurance Group (Great
American) has not provided any updates regarding the claim, or responded to her voice mails.

Our insured and customer is ******* Housing Finance Authority, dba ************** (*******
Housing), who secured coverage on the property through a l*****-placed insurance policy. *** ****** is
not a customer of Great American, nor an insured under the policy, but the borrower with *******
Housing.

Great American received a claim for a tree falling on the roof of the property on August 6, 2024 and
assigned claim number **********.

Great American inspected the property on August 13, 2024, with the assistance of an outside inspecting
firm, Associated Adjusters Network (AAN). A payment for $6,140.03 was issued on August 19, 2024 to
our insured, ******* Housing, for the damage reported. We left a message on voicemail for *** ******
on the same day to advise of the payment to our insured.

*** ******** complaint states: July 27 we awoke to several holes in the one even piercing our ceiling. I of
course called my mortgage company that following Monday July 29. August 7 was American Insurance
first time reaching out to me letting me know an adjuster has been issued to my claim. The adjuster came
out on the 6th of August. The mortgage company said it would be 3-5 business days before they reached
out. That was over two weeks before initial contact. The adjuster said anywhere from 5-10 business days
and it would be settled. Well it’s been a total of six weeks with the holes in my roof still tarped. I haven’t
heard any updates from the insurance company. The agent I was assigned to Dana R**** has not
returned any of my four voicemails. I’m quite overwhelmed considering there’s mold in my attic that was
pointed out by the roofers who gave an estimate. Also there’s animals crawling in the attic.

We left messages on voice mail for *** ****** on August 7th, 8th, 19th, 21st, and on the 27th.

Since the claim was concluded with our insured ******* Housing on August 19, 2024, *** ******
should contact ******* Housing regarding the insurance proceeds. They can be reached at 334-290-
4972, or by email at *********************.

If you have any questions or concerns, or need additional information, please feel free to contact me at
###-###-#### or direct at ###-###-####.

Sincerely,

David B*****
Claims Manager
Great American Assurance Company
Initial Complaint
Date:08/19/2024
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.
We purchase a property located at **** ******** ***** a carwash. 4 days prior to closing the building was vandalized, however we were informed that there was insurance covered. Closing was delayed a month, because we would not close until we knew we were going to get an assignment of benefits. We were told by the receiver for the property that they were working on getting it but in the meantime we could draft an agreement that would allow us to speak with the insurance company handling the claim on behalf of the bank, and that all negotiations would be done with us, and all proceeds from the claim would come to us. 1. We had a hard time just obtaining the adjusters name, the receiver kept saying he wasn't sure who it was then came back and said he gave us the wrong name, eventually we got a copy of the policy and I called on my own and got the information 2. The adjuster does not communicate and has only communicated with us once and not beyond that. 3. We have asked for status our private adjuster has asked for status, 4. We were told we would get an assignment of benefits they waiting for it to be signed, which we later find out that this is not ever happening. If we had known that - there is no way we would have closed. We did not want the bank or the receiver handling the claim on our behalf we paid $507k cash for this building and prior to the vandalization it was operable and now we are stuck, and no one not even the bank is communicating with us in regards to the claim on the building and now we also have the city because there were code violations prior to the building being closed on that we are now having to expense out.
Business Response
Date: 08/26/2024
********* *********** ******** ******** *** **** *** ****** ***** **** ***** *********** **** **********

August 26, 2024

Better Business Bureau
Attn: ***** ********
1 E. 4th, Ste. 600
Cincinnati, OH 45202

Re: Case Number: ********
Complainant: ***** *******
Loss Location: **** ******** **
Columbus, OH 43229
Our Claim Number: **********
Our Insured: ****** ********* ****.
Policy Number: *******
Insurance Company: Great American E&S Insurance Company
NAIC Number: *****

Dear Ms. ********:

Thank you for the opportunity to respond to Mr. ********* complaint, which was received in our office
on August 23, 2024.

Our insured - and customer - is ****** ********* ****. (“SRC"), who secured coverage on the property
through a lender-placed insurance policy. Mr. ******* is not a customer of Great American E&S
Insurance Company (“Great American”), nor an insured under the policy, nor a borrower with SRC. Mr.
******* is a third-party who purchased the property while it was in receivership.

Great American received a claim for vandalism damage to the property on May 25, 2024, and assigned
claim number **********.

Great American inspected the property on June 24, 2024, with the assistance of an independent adjusting
firm, Associated Adjusters Network. A payment for $119,976.43 was issued on August 20, 2024, to our
insured, SRC, for the damage reported.

Great American has addressed the damage with our insured, SRC, who has not expressed any issues with
the handling of the claim. As SRC is the insured, it is SRC’s discretion as to what information they share
with the property buyer, Mr. *******.

If you have any questions or concerns, or need additional information, please feel free to contact me at
************ * ***** or direct at *************

Sincerely,

A***** L. A*****, CPCU, ARM, AIC, AINS, SCLA
Senior Claims Manager
Initial Complaint
Date:07/29/2024
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.
My vehicle was delivered in conditions where damages were not immediately visible. It was only upon washing the car under proper lighting that I discovered extensive damage The trucking company responsible had evidently painted over and conducted bodywork on this area, concealing the damage from initial inspection. Delayed Delivery and Unjustified Demands: Despite the initial delivery date being scheduled for 06/09/2024, I did not receive my vehicle until 06/12/2024, three days later than agreed upon. During this time between 06/04/2024-06/12/2024, I received a call from the carrier stating that they had discovered additional personal items in the vehicle and demanded an extra $500 for delivery where I paid $400. This demand was made under threat of leaving both vehicles in a lot in *********** ** if I don't agree to pay the extra amount. I received this call on 06/08/2024 where I was unable to speak to ******** ********* express as they were closed on Saturday after 5:00 PM.Contractual Agreement and Non-Compliance:As per the attached contract, it explicitly states that carriers are not authorized to charge additional fees for personal items found in the vehicle. The contract stipulates that any such issues should be addressed before vehicle pickup, not after delivery. Despite this, the demand for extra payment was made unilaterally and under duress, violating the terms agreed upon.I can provide supporting evidence from the MyHyundai Blue Link team ***arding the locations where my vehicle was parked between June 4, 2024, and June 12, 2024, which may help identify where the repairs were attempted. However, to obtain this information, I am required to file a report indicating that my vehicle was lost or stolen, after which Hyundai will furnish the necessary details. I provided all the proofs where I messaged, called multiple times to the carrier where they neglected my calls, messages. I even provided all the detailed photos, vidoes, timestamps on when they were taken.
Business Response
Date: 08/08/2024
Please find attached the response for Case ********
8/7/2024

Better Business Bureau of Cincinnati
1 E. 4th Street, Suite 600
Cincinnati, OH 45202

Complainant: ***** ***** ******
Case #: ********
Great American Policyholder: ***** ***
Claim Number: *********

To Whom It May Concern:

This letter is to acknowledge receipt of the above captioned BBB complaint. Mr. ****** is seeking a
refund of $400 for fees he incurred for personal belongings that were hauled along with his vehicle.
These fees were charged by ***** **** a Great American policyholder. In review of the complaint, it
appears he is misdirecting the complaint to Great American instead of directly to ***** ***. Mr.
****** is not our policyholder, nor does he have a legal standing to present a claim directly against
***** ***’s cargo policy. The cargo policy we have with ***** *** is a first-party property policy
for cargo and would not respond to disputed fees being charged by ***** ***. Further, our
investigation of this claim reveals that ***** *** is disputing all of the other allegations of damage to
Mr. ******** vehicle presented in the BBB complaint. With respect to the $400 fee, we recommend
Mr. ****** direct his complaint to ***** ***.

Sincerely,

G*** P********, CPCU, AIC, AMIM, ARM
AVP Property & Inland Marine Division
Great American Insurance Company

Customer Answer
Date: 08/08/2024
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.

Regards,

***** ***** ******
Initial Complaint
Date:07/24/2024
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'm requesting assistance from the BBB interference to Great American Insurance. There or about November 2023 I began noticing strange activity with my checking account unauthorized withdrawal. Immediately after contacting this company about these activities Great American report to my auto liability commercial Insurance company that my insurance had lapsed and I no longer had coverage which was unsure. A refund was credited back to my account from Great American of approximately $500.00 in checks. The checks were signed by me which I lost the checks or misplaced them. For months the checks went uncashed. As I was looking throughout my bookkeeping I notice that the checks never were deposited into the bank. I called Great American to please see if someone turned them in or if they were cashed. Great American alleged since I signed that I cashed them at ***** ******** Bank in ***********, ******* upon checking on three occasions each time was told by several bank members that the highest amount of the checks were cashed at the very bank the insurance company does business in ****. Kristen R*** has refused to correct the matter and has instructed all of her subordinates not to speak with me about any matter. But, collects my Premium from my business account monthly. I have experience RACIST BEHAVIORS from that office belittled, yelled and screamed and treated less than an honorable the disrespectful demeanor of those 7 staff members is unacceptable in this day and time. One gentleman Allen, the representative tried to assist me so that I wouldn't continue to lose money and was band speaking with me. Kristen agenda is cause my business to suffer at a lost of $1700.00 daily. So, I'm filing this report hoping and praying as a senior, veteran and a woman of color to have someone hold this office accountable for their unfair business practices.
Business Response
Date: 07/31/2024

Date: July 29, 2024

To: ***** ********
Marketplace Resource Consultant
Better Business Bureau
1 Esat 4th St., Suite 600
Cincinnati, OH 45202

RE: ********
********* ********

Dear *** ********:

This is the response of Great American Assurance Company (“Great American”) to the Better Business Bureau
complaint numbered ********. Great American issued two non-trucking liability and physical damage insurance
policies to ********* ******** (the “Insured”), Policy No. ********** (“Policy 1”) and Policy No. **********
(“Policy 2”). We will provide an explanation of the events that occurred under these policies below.

Policy **********
** Great American issued Policy 1 to Insured with a policy term of one year from March 24, 2023 to March
24, 2024.
** On July 5, 2023, Great American mailed Insured a notice of cancellation of Policy 1 with an effective date
of July 19, 2023 due to the Insured’s failure to pay premium.
** On August 8, 2023, Insured signed a cancellation request form and sent it to Great American to request
cancellation of Policy effective retroactively to July 31, 2023.
** On September 1, 2023, Great American processed the Insured’s request for cancellation with a retroactive
effective date on July 31, 2023.
** Great American issued the Insured a refund issued in the amount of $392.41 on September 8, 2023.
** Great American issued Policy 2 to Insured with a policy term of one year from October 23, 2023 to
October 23, 2024. The Insured used the same insurance agent to place Policy 2.
** On November 29, 2023, Great American mailed Insured a notice of cancellation of Policy 2 with an
effective date of December 13, 2023 due to the Insured’s failure to pay premium.
** Great American cancelled Policy 2 effective December 13, 2023 due to the Insured’s failure to pay
premium and Great American issued the Insured a refund check in the amount of $111.81.
** At the request of the Insured’s agent, Great American sent Insured’s agent an offer to reinstate Policy 2
effective December 27, 2023. The Insured accepted the offer to reinstate Policy 2.
** Because the Policy was reinstated, the refunded amount of $111.81 was now due on Policy 2. As a result,
Great American voided the refund check and re-applied the $111.81 to premium due on Policy 2.
**Insured made payment for the offer on 12/27/23. The amount the Insured paid to reinstate the policy
was net of the $111.81 refund.
** The Insured requested that Great American reissue her the check in the amount $111.81. Great American
explained that this is premium due on Policy 2 and if Great American sent her a check in this amount,
Great American would have to invoice her for it again.
** Because the Insured disrespectfully and insistently demanded we reissue the check for $111.81, Great
American made an exception and agreed to send her a check for $111.81 on May 14, 2024.
** When Great American reissued the Insured a check for $111.81 this caused her to have a balance due on
Policy 2. As a result, Great American mailed the Insured a notice of cancellation on July 17, 2024 with
effective date of July 31, 2024.
**Insured submitted payment for the past due balance on July 23, 2024 and Great American sent the
Insured a letter rescinding the cancellation.
**As of July 31, 2024, Policy 2 remains in force. At no time did Great American refuse to reinstate Policy 2.

Refund Checks
** As described above, Great American issued checks to the Insured in the amount of $392.41 for Policy 1
and $111.81 for Policy 2. Insured contacted Great American to request the checks be reissued to her. The
Insured confirmed she received both checks, signed both checks, and then lost both checks. Bank records
show that the Insured cashed both checks. Great American provided the Insured copies of the signed and
cashed checks it received from its bank. The Insured confirmed to Great American that the signatures on
both checks were hers but maintained that she did not cash the checks. We recommended that she file a
dispute with her bank.

Over the past several months, Insured contacted Great American’s Billing Department many times and exhibited
abusive behavior toward Great American’s employees. Great American employees did not disrespect the Insured
or engage in racist behavior. Throughout the process, Great American employees treated the Insured with respect
and sought to resolve the Insured’s concerns.

In summary, Policy 2 remains in-force, Great American does not owe Insured any refund money, Insured is current
on her premium payments as of July 31, 2024, and Great American is not seeking any money from Insured other
than standard periodic premium payments when due.

Please find all supporting documentation attached. Please let us know if you need anything else or if there is
additional action we need to take.

Sincerely,

Maria R*****
Divisional Senior Vice President
Trucking Division

Business Response
Date: 08/02/2024
Please find attached the confidential supporting documentation referenced in the 7/29/24 response letter.
Customer Answer
Date: 08/02/2024
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.
Great American has racist employees who demonstrates racist behaviors towards paying clients. At no time should my insurance should have been canceled. In 2023 I requested my insurance to be temporary suspended because Great American was double charging me along with a second insurance agency and this needed to be corrected. The matter at hand failure to provide satisfactory service to a client and maintain proper professional business relationship was voided by this company employees. Failure to communicate with me even if my policy had lasted by there own words still should be conveyed to the customer. There are monies owe to me in my belief that out still not paid to me. My rights have been violated and I want to shed light on this unacceptable behavior as well as receive money owed to me. Upper management were supposed to conduct an internal investigation to my complaint and get back in touch with me, to no avail. Nothing has been done other than send you papers that hasn't nor does it clarify or address the issue at hand.
Regards,

********* ********
Business Response
Date: 08/20/2024
August 20, 2024

***** ********
Marketplace Resource Consultant
Better Business Bureau
1 Esat 4th St., Suite 600
Cincinnati, OH 45202

RE: ********
********* ********

This is the response of Great American Assurance Company (“Great American”, “we”, “our”) to the follow-
up letter you sent us on August 13, 2024 regarding complaint ID ********. The complaint relates to two
non-trucking liability and physical damage insurance policies that Great American issued to *********
******** (the “Insured”), Policy No. ********** (“Policy 1”) and Policy No. ********** (“Policy 2”).

On July 29, 2024, Great American submitted a response to the original complaint from the Insured. In our
response, we provided a detailed timeline of events related to Policy 1 and Policy 2 and we included
copies of supporting documents. The Insured did not include any new information or new allegations in
the August 13, 2024 follow-up response. Great American addressed the Insured’s allegations in our initial
July 29, 2024 response.

We will provide a summary below.

1. Insured requested that Great American cancel Policy 1. A copy of the Insured’s cancellation
request is attached.
2. Great American issued a refund check to the Insured for the return premium due on Policy 1. A
copy of the check that was endorsed and cashed by the Insured is attached. A copy of the
statement of account for Policy 1 is attached.
3. Policy 2 remains in effect. As of August 20, 2024, the Insured is current on premium payments
associated with Policy 2. Attached is a copy of Policy 2 and a copy of the statement of account
for Policy 2 demonstrating that the Insured is current on premium payments. Insured’s next
premium installment is due August 23, 2024.
4. As the attached statements of account demonstrate, Great American does not owe the Insured
money.
5. Great American did not demonstrate racist behavior towards the Insured. Great American treated
the Insured in a respectful and professional manner.

Thank you for the opportunity to respond.

Sincerely,

Maria R*****
Divisional Senior Vice President
Trucking Division
Customer Answer
Date: 08/24/2024
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.

Regards,

********* ********
Customer Answer
Date: 08/27/2024
I recently sent an email outlining the reminder of my complaint.
1. Failure to provide explanation of check number 2 in full. Where was the check cashed and what ID was used at the time of tender.
2. Inappropriate behavior by a group of white male and female staff members.
3. Failure to provide proper information to a paying customer about their commercial motor vehicle policy as it relates directly to the operation of the FMCSA.
THESE VIOLATIONS CARRY MAJOR VIOLATION WITH FMCSA. BY LAW ANY COMMERCIAL VEHICLE OPERATING ON ANY HIGHWAY MUST BE IN COMPLIANCE BY HAVING THE APPROPRIATE DOCUMENTS I.E. ETC. COMMERCIAL INSURANCE.
GREAT AMERICAN ATTEMPTED TO COMMIT FRAUD IN MY OPINION BY WHICH HAS BEEN DEMONSTRATED BY EMPLOYEES HIRED.
Business Response
Date: 09/04/2024
Per our conversation, see attached copies of checks.
Customer Answer
Date: 09/11/2024
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.

Regards,

********* ********
Initial Complaint
Date:06/17/2024
Type:Service or Repair Issues
Status:
ResolvedMore 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.
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
Date: 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 Answer
Date: 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
Date:05/02/2024
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.
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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date:05/02/2024
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.
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
Date: 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
Date:04/23/2024
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'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
Date: 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
Date:04/15/2024
Type:Order 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.
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 Answer
Date: 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
Date: 04/22/2024
Please see the attached response to Ms. ******* complaint.

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