ComplaintsforGreat American Insurance Company

• Initial Complaint

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I lived in South Central Los Angeles since 1978. Owned my home for over 20 years . I have never placed a claim therefore I do not know the process. I called Great American Insurance Company and made a claim. November 16,2022 Dominick C came to my home and took several pictures. She stated she was only at the home to take pictures. ******** gave me the number to the adjuster Mark G. I called and emailed Mark several times before he contacted me. He asked me to get estimates to replace the roof. I took about one week to get two estimates and submitted them to Mark G via email. He called me Christmas Eve to rudely tell me that my roof was not covered because of "previous damage" . I asked to view the pictures he referred to. I asked to receive the policy in order to review what is in agreement in regards to the roof. I asked why wasn't "previous damage" explained to me before Great American started taking my money from me every month. Mr. *****r proceeded to bark at me stating he would not supply me with any of my requests because the policy is considered " Lender Forced Insurance". What ??? I am the consumer paying monthly??? I attempted to reach ****** Finance to no avail. After two days and after being transferred to several departments, I was transferred to the "Lost Draft Department", a third party company whose job is to only track and file claims. This department referred me BACK to Mark G. I was offered the phone number to Mark G supervisors Steve S David W. Neither supervisors ever responded to my verbal messages. I was refuse a phone number or email to an advocate line by each department I called. I am begging for some kind of help from you. My roof is still leaking in three areas. Selene Mortgage Company +Great American Insurance Group= in bed together for the $$$ ! It's confirmed that it DOES rain in Southern California 8.95 inches of rain reported just today .

  Business response

  02/06/2023

  Please see attached response to this inquiry.

  Great American Insurance

  Customer response

  02/07/2023

  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,
  
  ****** *******

  mplaint # ********
   filed 2/1/2023
  * Has the company addressed the issues of this dispute? 
  Great American Home Insurance of Ohio supervisor Steve Smoot called me and told me 
  1) He based his denial on two google sites, google street view (4/2022)and google earth pictures(2/21). Smoot stated the pictures showed previous damage however I looked at the pictures myself while on the phone with Steve and there was no previous damage I could see from the photos. I told him this while we were on the phone.
  Then he came up with a third site(Eagle View) he claims to have seen damage on the roof . He made sure to say that this site is a paid site that showed damage 2/11/21. 
  2) ***** asked that I make a claim with my previous home owner insurance company and offered to talk to the previous company if I needed him to do so. 
  3) Mr ***** stated David W (director/VP) would be calling me after our conversation. I am still waiting on David W to call me. It's been several days already.
  4) I asked ***** to explain the appeal to the denial process with Great American Ohio or with Selene Finance. He knew of no process.He knew of no contact person at ****** Finance . He referred me to the "Lost Draft" department.In my original complaint to the BBB I explained I was transferred to the Lost Draft department and an agent from the  Lost Draft Department told me they only track and file claims. The Lost Draft Department at Selene Finance did not help me.This fact was also explained to the supervisor while on the phone with him. Then he gave me the same customer service number I first called when I entered this hamster wheel of an insurance process.
       
       * If not, why?  
  The response from Steve S was in error. I saw the pictures he was talking about and the pictures showed no previous damage. Great American Ohio owes me my claim. I deserve to appeal this denial with an outside, unbiased entity. 
       * If an offer of resolution was made, has the company fulfilled the proposed offer? 
  The only offer I received from Steve S at ************* was for me to contact my previous homeowner insurance and he would talk to the previous insurance company himself
  
  
  Thank you for your time and consideration. 
  ****** *******
  
  
  
  
  ReplyForward
  
  
  
  
  
  

  Business response

  02/13/2023

  See attached.

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This workman's compensation insurance company contacted my office about caring for one of their clients that was injured for which they are the insurance carrier 09/14/2022. The client was taken care of and laboratory assessments were sent and paid for by my office in good faith. The patient was returned to work with appropriate follow up scheduled. Great American Insurance/Strategic Comp sends deeply discounted EOB without payment leaving no one responsible except the employee that was injured on the job, that was sent to my office by Great American Insurance/Strategic Comp. They have an obligation to this facility, their insured, and the staff that they are supposed to be providing workers compensation insurance. I have attempted to work with them for the past 4 months to avoid holding the employee responsible for the claim. I am unable to get the individuals from this company that sent the employee to my office to follow through on their obligation.

  Business response

  01/11/2023

  January 11, 2023
  
  
  Better Business Bureau
  Attn: ***** ********
  1 E. 4th, Suite 600
  Cincinnati, OH 45202
  
  
  RE: Your ID-********
  Complainant: ******** *******
  Our claim: *********
  
  
  Dear *** ********,
  
  Thank you for bringing this complaint to our attention. Providing excellent customer service is the
  core of our business. We are disappointed that a complaint has reached the level of needing your
  assistance. We take complaints seriously and have gathered the referenced information in order
  to formulate the below response.
  
  In a review of the claim we have found the following pertaining to the referenced bill:
  
  1. The jurisdiction for this workers compensation claim is ********.
  2. The bill for date of service 9/14/22 was received on 11/22/22 by our billing vendor.
  3. The total charges for the service are $418.76. The following reductions were taken.
  a. A $198.64 reduction was taken based on the service exceeding the maximum
  allowable payment determined by the ******** Healthcare service rules as
  established by the ********* Workers Compensation Act.
  b. A $88.04 reduction was taken based on the Preferred Provider (PPO) contract
  ******** ******* has with *****.
  c. An explanation of benefits (EOB) was mailed to the complainant with the
  reduction information on 11/23/22.
  4. After the above reductions the balance of $132.08 was issued on check number
  ********** to *** *** **** ** ****** on 11/24/22.
  
  The above referenced bill is the only bill we have received from the complainant. In response to
  the complainants contact with the billing vendor the EOR was again sent on 12/6 & 12/22. The
  EOR provides detailed options for the complainant to file an application for mediation or hearing
  if they disagree with the decision as provided by ******** law. We have not received an
  application to date.
  
  In summary, the bill was paid timely and correctly based on the ******** Healthcare service rules
  and PPO agreement. The complainant has been provided an explanation for the reduced
  payment and given the instructions to file for mediation if they disagree.
  
  Sincerely,
  Wendy B***
  Senior Claims Manager AIC, SCLA
  ###-###-####
  ###-###-#### fax
  ***********************

• Initial Complaint

  10/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Great america insurance is not processing my claim and check. The work is done, fire happen March 21,2022,my contractor has not been payed the 8900.00 for his work done. I have had problems 6 months that is slow. I call and get the script read,not really info for me tell the contractor. I have done everything they requested. And now I still can't the contractor.

  Business response

  10/18/2022

  October 18, 2022
  
  
  *** ****** ******
  Cincinnati Better Business Bureau
  1 E. 4th Street, Suite 600
  Cincinnati, OH 45202
  
  
  Re: Complaint ID: ********
  Complainant: **** *****
  Loss Location: **** *** *** ***
  *********** ** *****
  Our Claim Number: **********
  Our Insured: ********** ******** ********* ***
  Policy Number: *******
  Insurance Company: Great American Assurance Company
  NAIC Number: *****
  Amount of Insurance: $81,337.60
  
  Dear *** ******:
  
  Thank you for the opportunity to respond to *** ******* complaint, which was received in our office on
  October 12, 2022. *** ***** noted in her complaint that Great American Assurance Group (Great
  American) is not processing her claim and check.
  
  Our insured and customer is ********** ******** ********* *** (**********), who secured coverage on
  the property through a lender-placed insurance policy. *** ***** is not a customer of Great American,
  nor an insured under the policy, but the borrower with **********.
  
  Great American received a claim for fire damage to the property on March 21, 2022 and assigned claim
  number **********.
  
  Great American inspected the property on March 25, 2022, with the assistance of an outside inspecting
  firm, ********** ********* ******* (***). A payment for $11,592.68 issued on March 30, 2022 to our
  insured, **********, for the damage reported. *** ***** was contacted same day and advised of the
  payment issued.
  
  *** ******* complaint states that Great American is not processing her claim and check. We confirmed
  with ************ Loss Drafts Department that an initial draw for $2,898.17 was released to *** *****
  on July 21, 2022, once ********** received all required paperwork needed from *** ***** and her
  contractor.
  
  On September 15, 2022, ********** completed an inspection of the property and confirmed 100% of the
  repairs had been completed. ********** released the final disbursement of funds in the amount of
  $8,694.51 to *** ***** on September 29, 2022, which was after the date of *** ******* complaint. The
  payments to *** ***** from ********** total $11,592.68.
  
  If you have any questions or concerns, or need additional information, please feel free to contact me at
  ###-###-#### or direct at ###-###-####.
  
  Sincerely,
  
  
  
  Ashley L. A*****, CPCU, ARM, AIC, AINS, SCLA
  Senior Claims Manager
  Great American Assurance Company

• Initial Complaint

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  GreatAmericanInsurance.com Fax – ###-###-#### ***************** Great American Insurance Company • American Empire Group • Mid-Continent Group • Republic Indemnity Group sent a letter dated September 13, 2022. 4. Additional Coverages b. Burglary We will pay for “loss” to Covered Property resulting from a Burglary. Burglary means the unlawful taking of property from the inside of a ******* unit by a person unlawfully entering or leaving the ******* unit as evidenced by marks of forced entry or exit. there is no provision for employee theft. my locks were cut off by employees. I submitted a claim against ********* for employee theft and tampering. I did not receive a reply that addressed the issue of forced insurance by ********* and then no action taken by the insurance company. I was told since there was no evidence of forced entry. The lock was cut off and the ********* employees told me they did it. I provided that evidence. I was never able to reach a ********* agent. I was even locked inside the ********* facility twice. ONCE I was able to retrieve what was left in my *******, I filed a claim. that was minimizing the loss and damage to me and my stuff. ********* and this GreatAmericanInsurance.com insurance company have scammed me. Taken advantage of the COVID situation. I find this completely unacceptable.

  Business response

  09/26/2022

  September 23, 2022
  
  
  *** ****** ******
  Marketplace Resource Consultant
  Better Business Bureau
  1 E. 4th, Suite 600
  Cincinnati, OH 45202
  
  
  Re: BBB ID: ********
  Our Claim: *********
  DOL: May 6, 2021
  Claimant: ******* *******
  Insured: ********* *******
  
  
  Dear *** ******:
  
  *** ******* reported this claim for theft damage on September 7, 2022, under a ************
  Customers Coverage Form.
  
  The initial loss report from *** ******* indicates her lock was changed, and her items in *******
  were tampered with. She reported that some things were broken, and others were missing.
  However, the police were not notified of the alleged loss, and *** ******* never advised
  *********. Our investigation determined that on May 6, 2021, the facility upgraded all the latches
  at the site and mailed a new set of keys to *** ******* for her new lock.
  
  Under the ************ Customers Coverage Form, the burglary coverage does not apply unless
  there are visible signs of unlawful forced entry into the unit, which is not the case with this claim.
  Therefore, because there is no evidence of unlawful forced entry, the claim was denied on
  September 13, 2022.
  
  We must respectfully stand by our claim determination because there is no evidence that this loss
  resulted from a covered event.
  
  If you have any questions or need additional information, please do not hesitate to contact me.
  
  Sincerely,
  
  
  
  Robert M******
  Divisional Assistant Vice President

  Customer response

  09/27/2022

  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.  I never stated the date of loss as May 6, 2021.  company states:  Our investigation determined the same statement that I reported.  NOT a loss on May 6, 2021, the facility upgraded all the latches at the site.  I also stated that the insurance was mandatory.  I also stated that I could not get ahold of ********* or any of the employees. (during the entire rental period and ignored when left the unit- my issues were never addressed by any ********* employee) Which is I did notify ********* and did not receive a response from any of the employees to include corporate. Also stated by me that the burglary coverage does not apply and not the case with this claim. Therefore, the company is not addressing a provision that covers theft by employees and/or employee failure to secure the unit.  The mandatory nature of the insurance and the unlawful involvement of employees with this claim /loss is evident in all the employee’s refusal to address the specific issues of this claim. 

  The company response does not address all the issues and the problems created by the mere relationship between Great American Insurance Company and *********.  with the forced consumer relationship made by ********* and the Great American Insurance Company continues to except monies from consumers.   
  
  
   
  
   

  Business response

  09/28/2022

  September 28, 2022
  
  
  *** ****** ******
  Marketplace Resource Consultant
  Better Business Bureau
  1 E. 4th, Suite 600
  Cincinnati, OH 45202
  
  
  Re: BBB ID: ********
  Our Claim: *********
  DOL: May 6, 2021
  Claimant: ******* *******
  Insured: ********* *******
  
  
  Dear *** ******:
  
  This is a follow-up to the initial response dated September 23, 2022.
  
  *** *******’s complaint lists several concerns that specifically apply to *********. Those
  include mandatory insurance, lack of availability of ********* staff, and lack of response by
  ********* store and corporate staff. Unfortunately, Great American has no information on these
  concerns and cannot address them.
  
  *** ******* also states we have not addressed the coverage for “theft by employees and/or failure
  to secure the unit.” Please note there is no such coverage available under the ************
  Customers Coverage Form. Further, there is no evidence that any ********* staff member was
  involved in this loss. Even with such evidence, dishonest acts by anyone entrusted with the
  property are explicitly excluded. However, we will reiterate that there is no evidence that the
  ********* staff played any role in this loss.
  
  We must respectfully stand by our claim determination because there is no evidence that this loss
  resulted from a covered event.
  
  If you have any questions or need additional information, please do not hesitate to contact me.
  
  Sincerely,
  
  
  
  Robert M******
  Divisional Assistant Vice President

• Initial Complaint

  09/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been renting a climate controlled storage unit from (CubeSmart) in East Bridgewater MA for 24 months. As part of my monthly fee I was required by the storage facility to carry insurance through Great American Insurance Group to cover potential loss for items in the storage unit. I was charged and additional fee every month for this insurance provided by Great American Insurance Group. While removing items from my storage unit on 9/20/22 I discovered most of my furniture was covered in mold and could not be moved into my home. I submitted a claim with pictures of the mold as well as documentation from my moving company that mold was present on the items. I also provided a review taken from the storage facilities website saying that a different customer had water in their unit. My claim was rejected because they said there was no evidence that a covered water intrusion event occurred. They never investigated my claim with a site visit or even called me for further information. They only called the storage unit facility (Great American's client) to get their side of the story. All the furniture in the unit is considered a total loss.

  Business response

  09/26/2022

  Please see the attached for our response to Mr. ******* complaint.  Thank you.

  Business response

  10/06/2022

  Please see attached response.

  Customer response

  10/06/2022

  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.

  The unit that I rented was a climate controlled unit, humid weather and temperature changes mentioned in your 10/6/22 letter should not be a factor. I find your response and handling of this claim completely unacceptable and without merit.  Your lack of accountability is astonishing, I paid a premium to this company every month, and now when a paying customer needs help you turn your back.  I should have expected this response after investigating your company further and how you treat customers.   I hope to assist the BBB to spread the word about how fradulent this company is and that you should not be in business.
  
  Regards,
  
  ***** *****
  

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5/18/2022 I filed a claim against a auto transport company that has a policy with Great American in regards to me contracting a auto transport company to transport my vehicle from ******* ** to ****** **** ** The auto transport company damaged my vehicle during transport and I was instructed to file a claim through their insurance company. Great american sent a person to inspect my vehicle for a repair estimate. Two weeks had passed and I still hadn't heard back from them, so I called them and was told that they had to confirm the estimate with the owner of the transport company. Afetr numerous phone calls and emails to try and get my vehicle repaired the insurance company and transport company are no longer returning my calls or messages. The insurance adjuster keeps telling me that thje auto transport company won't respond to his messages, and the transport owner tells me that they haven't heard from their insurance agent. The last time I spoke to the auto transport company owner, she told me that the driver was never covered under their insurance. I'm wondering what type of shady business practices this company is providing.

  Business response

  07/29/2022

  July 29, 2022
  
  BBB Serving Southern Ohio, Northern Kentucky, Southeast Indiana
  1 E. 4th, Suite 600
  Cincinnati, OH 45202
  
  
  Re: Complainant: ***** *******
  BBB ID: ********
  Claim Number: *********
  Date of Loss: 5-19-22
  Named Insured: ** **** *********
  
  
  To Whom It May Concern,
  
  Please allow this letter to be an acknowledgement of the above-captioned complaint.
  
  Great American Insurance Company wrote a first party property policy (a Motor Truck Cargo
  Policy) for ** **** *********, who is a licensed motor carrier that primarily hauls personal
  autos for the general public. *** ******* is a third-party making a claim under ** ****
  *********** policy. We do not have a policy for *** ******* nor do we insure him.
  
  The policy that we have with ** **** ********* requires their cooperation, specifically with
  issues precedent to coverage, and we have not yet received that cooperation to confirm coverage.
  We have given them until August 1,2022 to provide this cooperation or we will be denying their
  claim under their policy.
  
  While we understand *** ********* frustration and would certainly protect his interest on any
  payments if coverage is confirmed, we have yet to confirm coverage. We would suggest ***
  ******* submit this to his auto insurer who could then subrogate ** **** *********.
  
  If you need any additional information, please don’t hesitate to reach me at ###-###-#### or
  ***** ****************
  
  Sincerely,
  
  
  
  Josh S*****
  Sr. Div. V.P.
  Great American Insurance Company
  

  
  

  Customer response

  07/29/2022

  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,
  
  ***** *******

  I don't understand why they need to confirm coverage with their customer, when Great American already has this information. Great American already stated that they have an active policy in with ** **** Transport. Why did they send a person out to inspect my vehicle for an estimate on the damages if they don't have coverage? I spoke with the owner and she told me that she has yet to receive that estimate in regards to the damages. She sent me several text messages, please see attached photos of our conversation. Great American needs to forward the estimate on repairs to ** **** ********* and I would like a copy also. You can reach ** **** ********* at ###-###-####

  I tend to believe their customer more than Great American, because Great American doesn't even return my calls or messages. 

   

   

   

  Business response

  08/08/2022

  August 5, 2022
  
  BBB Serving Southern Ohio, Northern Kentucky, Southeast Indiana
  1 E. 4th, Suite 600
  Cincinnati, OH 45202
  
  
  Re: Complainant: ***** *******
  BBB ID: ********
  Claim Number: *********
  Date of Loss: 5-19-22
  Named Insured: ** **** *********
  
  
  To Whom It May Concern,
  
  This is a follow up response to our previous letter of 7-29-22.
  
  As we indicated before, the first party property policy we have with ** **** ********* requires
  their cooperation, specifically with issues precedent to coverage. Since we have not received
  their cooperation in confirming coverage after correspondences requesting they do so, we have
  denied their claim.
  
  Our job is to investigate our insured’s claims, which includes investigations into coverage and
  damages. Our inspections to confirm damages are routine and occur while we also investigate
  coverage. As noted above, our coverage investigation is now complete, and we issued a
  disclaimer of coverage to our insured.
  
  Attached is a copy of the estimate from the Independent Adjuster that was hired to inspect the
  damage. Since we have disclaimed coverage to our insured, we would need to direct ***
  ******* to our insured for any future correspondences.
  
  If you need any additional information, please don’t hesitate to reach me at ###-###-#### or
  ***** ****************
  
  Sincerely,
  
  
  
  Josh S*****
  Sr. Div. V.P.
  Great American Insurance Company
  

  
  

  Customer response

  08/12/2022

  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 don’t accept their response. As stated previously, I don’t understand their having to confirm the insurance policy with their customer from ** **** *********. They should already know or have this info on record. In addition to that, my attorney told me the voice mail and texts messages to me from ** **** ********* that I provided to Great American should be enough proof to confirm that this incident occurred and that the transport company is at fault. It amazes me that this insurance company would not want to resolve this matter amicably with me, but would rather prefer to get others involved and end up costing their company more. 
  
  Regards,
  
  ***** *******

   

  Business response

  08/12/2022

  August 12, 2022
  
  BBB Serving Southern Ohio, Northern Kentucky, Southeast Indiana
  1 E. 4th, Suite 600
  Cincinnati, OH 45202
  
  Re: Complainant: ***** *******
  BBB ID: ********
  Claim Number: *********
  Date of Loss: 5-19-22
  Named Insured: ** **** *********
  
  To Whom It May Concern,
  
  This is a follow up response to your letter of 8-12-22.
  
  As we previously indicated, our insurance contract is with ** **** ********* and we have
  denied them coverage for their claim based on the terms and condition of their contract with us.
  As previously indicated, *** *******’contract is with ** **** *********, not us, and we will
  have to refer him to our insured for any future questions or comments.
  
  Sincerely,
  
  
  
  Josh S*****
  Sr. Div. V.P.
  Great American Insurance Company
  

  
  

  Customer response

  08/13/2022

  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'm not satisfied with their response and efforts in trying to resolve this matter. They should have sent ** **** ********* a registered letter requiring them to respond. Regardless of what they say, I am a customer indirectly due to the fact that I contracted ** **** ********* for service. This company has terrible customer service and incompetent management.   

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

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a claim against a storage unit i rented in July of 2021 about water damage in my unit. I have not been successful in resolving this issue with the storage unit. They have come to inspect the damage and was supposed to send it into the insurance company and it has not been done. I have contacted the insurance company plenty of times and sent text messages as requested by the adjuster and have barely any contact with what's going on. I have messages without any response after December 10,2021. The information for the inspection was in October 2021 for the unit.I have not been able to supervisor and or am placed on a no answer list. I don't what else to do.

  Business response

  12/23/2021

  December 23, 2021
  
  
  *** ***** *****
  Marketplace Resource Consultant
  Better Business Bureau
  1 E. 4 th , Suite 600
  Cincinnati, OH 45202
  
  
  Re: BBB ID: ********
  Our Claim: *********
  DOL: July 31, 2021
  Claimant: **** *******
  Insured: *** *** *******
  
  
  Dear *** *****:
  
  Please accept this as our response to the notice filed by **** ******* on December 21, 2021.
  
  *** ******* reported this water damage loss under her Tenant Protection Plan with *** ***
  *******. This matter is currently open, and we are working directly with *** ******* to conclude
  the investigation and reach a resolution. We expect to complete the review and final decision by
  January 15, 2021.
  
  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

  10/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed an insurance claim with Great American Insurance against the loss happened in storage unit at **** *****, **** **** ****, ******* *****. Its been 2 and 1/2 months and I still didn't receive any solution or payment from them.

  Business response

  10/27/2021

  October 27, 2021
  
  *** ***** *****
  Marketplace Resource Consultant
  Better Business Bureau
  1 E. 4 th , Suite 600
  Cincinnati, OH 45202
  
  Re: BBB ID: ********
  Our Claim: *********
  DOL: August 28, 2021
  Claimant: ******* *********
  Insured: ********* *******
  
  Dear *** *****:
  
  Please accept this as our response to the notice filed by ******* ********* on October 19, 2021.
  
  *** ****** reported this claim on September 3, 2021, under a Self-Storage Customers Coverage
  Form. This claim is currently open, and we have accepted coverage for the loss up to the applicable
  limit, subject to a deductible. Our representative recently followed up with ******* *********,
  requesting the specifics on the damaged items. If we promptly receive the requested information,
  we expect to have the matter fully resolved within two weeks.
  
  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

  09/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 26th 2021 I got the my 2008 ***** ***** deliver from ** * ********* INC for $1620 coming from *******. I paid premium because the car driver rear wheel is bent. ** * ********* INC lady call me saying the car cannot get off the truck they would need fork lift to get it out. But I paid $500 more for them to figure it out. She call the last hour to let me know that they need someone with fork lift I told her that's impossible so I paid $120 for tow truck driver to get it down. Once it was coming down truck the trucker didnt use the hand brake and hit the tow truck and bent the front bumper. Now they dont want to pay for the damage.

  Business response

  09/27/2021

  Response attached.

   

  Great American Insurance Group

  September 27, 2021
  BBB Serving Southern Ohio, Northern Kentucky, Southeast Indiana
  1 E. 4th, Suite 600
  Cincinnati, OH 45202
  Re: Complainant: ***** *****
   Claim Number: *********
  Date of Loss: 7/26/2021
   Named Insured: ** * ********* Inc
  To Whom It May Concern,
  Please allow this letter to be an acknowledgment of the above-captioned complaint.
  Great American Insurance Company wrote a Motor Truck Cargo Policy with ** * *********
  Inc, who is a licensed motor carrier that primarily hauls personal auto vehicles for the general
  public. Mr. ***** contacted a freight broker, **** *** ** Inc, who hired our insured, ** *
  ********* Inc, to transport Mr. *****’s 2008 ***** ****** The vehicle allegedly became
  damaged during unloading in San Francisco, CA.
  On 8/2/2021, our office received notice of this claim. We promptly assigned an adjuster,
  Michael M*****, to investigate the loss and determine coverage. Mr. M***** discussed this
  claim with ** * ********* Inc who stated that they are disputing their liability with Mr. *****
  and wish to handle the payment of the claim on their own.
  ** * ********* Inc’s policy with Great American Insurance Company is a first-party cargo
  liability policy wherein we would indemnify our insured for their legal liability for cargo loss.
  Unlike a typical liability policy, this policy permits the option for Great American Insurance
  Company to settle the claim with the insured or with the property owner (Mr. *****). Further,
  the policy does not contain a duty to defend ** * *********.
  As a way to resolve the claim under the policy, and without admitting or denying liability, we
  issued a two-party check to ** * ********* Inc and Mr. ***** (to protect both party’s interest in
  the claim) and sent it to ** * ********* should they need it to resolve the dispute. This amount
  of $1,063.79 represents the damage that would be paid by the policy after the $2,500 deductible.
  In Mr. M*****’s follow-up discussions with Mr. *****, he relayed the purpose of the payment,
  that Great American does not accept or deny liability, and that it is the insured’s desire to dispute
  and resolve the issue of liability with him directly. 
  While we acknowledge Mr. *****’s frustration with this matter, Great American resolved the
  claim within the parameters of ** * *********’s policy.
  If you need any additional information, please don’t hesitate to reach me at ###-###-#### or
  email ejc******@gaig.com.
  Sincerely,
  Evan C******
  Claims Supervisor
  Great American Insurance Company 

  Customer response

  09/27/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 15890476, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. Not sure what policy rule they have not sending $1063 back to ** * ********* and not to the body shop ****** *** **** **** ***** * **** *** ******** ** *** ********* ** *****. There’s no way ** * ********* will send the check to me.
  
  Regards,
  
  ***** *****
  

  Business response

  09/30/2021

  Evan C******
  Claims Supervisor
  ejc******@gaig.com
  ###-###-#### / ###-###-####
  PO Box 5440, Cincinnati, OH 45201
  
  September 30, 2021
  
  
  BBB Serving Southern Ohio, Northern Kentucky, Southeast Indiana
  1 E. 4 th , Suite 600
  Cincinnati, OH 45202
  
  
  Re: Complainant: ***** *****
  Claim Number: *********
  Date of Loss: 7/26/2021
  Named Insured: ** * ********* Inc
  
  To Whom It May Concern,
  
  This is to acknowledge Mr. *****’s recent response to our reply. To be clear Mr. ***** is not a
  customer of Great American Insurance. He is third-party claimant making a claim against one of
  our policyholders, ** * *********. In our previous correspondence, we explained the basis for
  the payment, which was in accordance with the terms and conditions of ** * *********’s policy.
  Great American has fulfilled its duties and obligations within the terms of ** * *********’s
  policy for this claim and we stand by our previous explanation. While we understand Mr.
  *****’s frustration with this result, we consider the matter closed.
  
  If you need any additional information, please don’t hesitate to reach me at ###-###-#### or
  email ejc******@gaig.com.
  
  Sincerely ,
  
  
  
  Evan C******
  Claims Supervisor
  Great American Insurance Company
  
  
  
  
  
  

  Customer response

  10/04/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 15890476, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  I don’t get why will great American insurance will cut a check to ** * ********* $1000 check instead to the body shop this is something unheard
  
  Regards,
  
  ***** *****
  

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