ComplaintsforPhiladelphia Insurance Companies

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an absolutely HORRIBLE experience with Philadelphia Indemnity Insurance Company. PHLY Ins. should be investigated by regulators. They were obligated by law to cover damages caused by their client. Due to railroading and not communicating by ******************* and *************************** it took 6 months to settle. This was on top of hundreds of emails and texts (most of them unanswered) that I had to send. They are awful in every way and completely unapologetic. They truly seem to find it funny to make victims have a horrific experience. What they are doing is illegal and immoral.

  Business response

  07/07/2023

  July 7, 2023 
  

  Dear *** ******* *****: 
  

  We are in receipt of your correspondence dated June 29, 2023 regarding the complaint filed by ******* ****** concerning his service issues.  
  Philadelphia Indemnity Insurance Company (PIIC) provided Business Automobile Liability Coverage to *****  ***** ************** Inc. under policy number *********** with effective dates of coverage of 10/25/2022 thru 10/25/2023.  
  

  The initial notice of loss was reported by PIIC insured on December 13, 2022. On December 15, 2022 liability was  accepted and a licensed Appraiser was assigned to inspect the complainant’s auto property damages. On December  16, 2022, claims adjuster, ***** **** made contact with the complainant. We received the initial scope of damages,  estimate, and photos on December 22, 2022. The claims adjuster contacted the complainant and payment was issued  for his auto repairs on December 22, 2022. A supplement was received February 22, 2023. The claims adjuster  emailed the complainant’s shop of choice a copy of the approved supplement and asked for clarification on total  amount due, and if the repairs were completed. On March 1, 2023 the complainant’s shop of choice confirmed the  total amount due and payment was issued. On March 8, 2023 the complainant advised the claims adjuster that he  would like to file a diminished value claim, it was evaluated and an agreement was reached on April 6, 2023. We  received the signed release on April 14, 2023, and payment was issued on April 20, 2023. 
  

  We believe we have handled this matter fairly and in accordance with fair claims practices. Should you have any  questions regarding our response, please contact the undersigned or the claims adjuster, ***** **** at  ###-###-####. 
  

  Sincerely, 
  Assistant Vice President 

  Customer response

  07/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  This claim was ABSOLUTELY not handled with fairness or best business practices. I have dozens and dozens of unanswered texts, emails, phone calls, and communications with the adjuster. I was threatened by collections agencies and the rental car company for the claim. 
  

  *********** was rude and dismissive as was his direct Supervisor ******************* 
  

  I do not think this company should be licensed to insure and I've filed a complaint at the ** Insurance Commission regarding them insuring vehicles in **. 
  
  Regards,
  
  ***************************

  Business response

  07/17/2023

  July 17, 2023  
  Dear *** ******* *****:  
  We are in receipt of your correspondence dated July 14, 2023, regarding ******* ****** additional concerns regarding this case.  
  

  As previously reported, *** ****** vehicle repairs and diminished value claims were paid timely. We understand  his concerns regarding the rental invoice. The invoice unfortunately was not received by the examiner from our vendor ***** through our claims system until May 1st, 2023 and paid on May 3rd, 2023. We are looking into this  issue with ***** directly. The invoice was received by *** ****** from ***** and not a collection agency. A copy  of that invoice provided by *** ****** is enclosed along with a copy of the check issued to *****. *** **** and I  were both on the phone with *** ****** throughout this process and remained professional and advised *** ******  what we needed to finalize his claim as previously outlined in our July 6, 2023, response.

  Should you have any questions regarding our response, please contact the undersigned or the claims adjuster, ***** **** at ###-###-####.  
  

  Sincerely,  
  Claims Supervisor  

  Customer response

  07/17/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  In what business world is it ok for an insurance company to ignore 4 out of 5 communication attempts regarding monies owed, rental cars needed, or repair coverage requests? The service ************ and ********************** provided was not ethical or compliant with insurance law. 
  
  Regards,
  
  ***************************

• Initial Complaint

  01/13/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Claim # ******* Agent/Adjuster # *********************** Agents are threatening me to sign the release for with very low ball offer for depreciation claim. I have provided all the details about my claim and asking them how did they arrive to figure they offered and they are shouting one there is no such way to explain you, this is what we can offer you, if you want to accept it or else leave it.I am receiving least response from them i am not sure because of my race or something. Its been more than a year i am still fighting for entitlements. I wont get any timely response from until i escalate . they only called me once and during that call she was so rude and shared all half baked info.I have submitted all the documentation to support my claim and they are not position to check or listen .Now they are acting like drug cartel and threatening me to sign the offer or leave.I have been serious mental stress after incident and it got aggravated after dealing with guys.What do you consider to be a fair resolution?: I would need a fair DV which i am entitled for.

  Business response

  02/03/2023

  February 3, 2023

  Dear *** *****:
  We are in receipt of your correspondence dated January 26, 2023 regarding the complaint filed by *** *********** concerning his diminished value claim.
  Philadelphia Indemnity Insurance Company (PIIC) provided Business Automobile Liability Coverage to ******* *********** ******* ***. under policy number *********** with effective dates of coverage of 09/11/2021 thru 09/11/2022.
  The initial notice of loss was reported to Philadelphia Insurance Company on 10/24/21 by the complainant. It was reported that our insured driver rear-ended the Complainant’s vehicle while stopped at a red light in Pigeon Forge, TN. We accepted liability for the loss, and after inspecting & assessing the damages to his vehicle, we issued payments on 11/3/2021, with supplemental damage payments on 11/18/21 and 12/10/21. Payments for the damages to the Complainant’s vehicle totaled $6,735.52. We also payment of $2,266.32 for a rental vehicle while the Complainant’s vehicle was under repairs, and also $ $1,390.96 for car seats damaged from the accident.
  The Complainant also alleged damages to personal property in particular (2) *****. We assigned someone to inspect the Complainant’s personal property and found that the damages were not related to the loss as alleged and payment was not considered for these claimed items.
  On 1/12/2023, we issued payment to resolve the Complainant’s bodily injury claim despite our not receiving any medical bills or documentation until after the one year statute of limitations for TN had expired. .
  In regards to the diminished value claim being presented by the Complainant, numerous attempt were made to contact the Complainant to discuss and resolve his diminished value claim. We received no response from the Complainant until 1/12/23. At that time, our diminished value adjuster, ****** *******, contacted the Complainant, discussed our findings, explaining our position and providing a fair and reasonable offer along with a release document.

  Contrary to the Complaint, *** *********** has never been threatened to resolve this claim and he has been treated professionally throughout the life of his claim. I feel our settlement of his Bodily Injury claim outside of the 1 year Statute of Limitations for TN is further example our good faith claim handling of the matter.
  We have advised the Complainant that he has 3 year Statute of Limitations to pursue his additional property damage claim and are available to discuss the matter further with him, and will issue payment upon receipt of the release previously provided to him.
  We believe we have handled this matter fairly and in accordance with fair claims practices. Should you have any questions regarding our response, please contact the undersigned or the claims adjuster, ****** ***** at ###-###-####.
  

  Sincerely,
  
  **** *********
  Claims Supervisor

  Customer response

  02/03/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  
  

  The third party has threatened me, I was just asking for how did they derive the claim amount they don't have answers and proofs . Reg medical claim I already sent twice my approval to collect the reports from hospital they never did and now blaming on me.

  
  

  Reg the adjuster ********************* , she only called me once reg my claim and she never responded to emails ( after multiple emails she responds and without proper information ) I feel its the matter of discrimination . I almost called her 100 times and never received a call back .

  
  

  I have shared the clear info on my Depreciation claim with all the proofs and they are not able to discuss or prove me wrong .

  
  

  ****** they third party guy who is handling doesn't have any knowledge or info and he is not in a position to head and now threatening me claim will be closed if you don't accept . He was assigned the case to come Depreciation value , but he is misleading the insurance guys with proposal . He doesn't have any concrete info to prove his offer.
  
  Regards,
  
  *************************************************
  

  Business response

  04/10/2023

  April 6, 2023

  Dear *** *****:
  We are in receipt of your correspondence dated April 4, 2023 regarding the complaint filed by *** *********** concerning his diminished value claim.
  Philadelphia Indemnity Insurance Company (PIIC) provided Business Automobile Liability Coverage to ******* *********** ******* ***. under policy number *********** with effective dates of coverage of 09/11/2021 thru 09/11/2022.
  Our initial response addressed the complainant’s concerns. We outlined our position regarding the diminished value claim. We already explained to the complainant how we evaluated the diminished value claim. We do not provide our work product. It is up to the complainant to prove his vehicle lost value and that he sustained a loss. Mr. Veerabrahma’s vehicle was repaired back to pre-accident condition and he still has possession of the vehicle so any loss in value is subjective in nature. In addition, his vehicle was in a subsequent accident not related to this incident which would affect the value of his diminished value claim.
  On 1/12/2023, we issued payment to resolve the Complainant’s bodily injury claim despite our not receiving any medical bills or documentation until after the one year statute of limitations for TN had expired. His injury claim is resolved.
  Contrary to the Complaint, *** *********** has never been threatened to resolve this claim and he has been treated professionally throughout the life of his claim.
  We have advised the Complainant that he has 3-year Statute of Limitations to pursue his additional property damage claim and will issue payment upon receipt of the release previously provided to him. On March 23 & 28th, ****** followed up with the complainant to follow up on the release, but he did not answer so he left a voicemail message.
  We believe we have handled this matter fairly and in accordance with fair claims practices. Should you have any questions regarding our response, please contact the undersigned or the claims adjuster, ****** ***** at ###-###-####.

  Sincerely,
  
  **** *********
  Claims Supervisor

  Business response

  04/11/2023

  Second response attached today again (did so yesterday as well).  

  Customer response

  04/17/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  As per **** , no body called me on mar 21 and 23rd Mar and left me a voice message and they never tried to approach me on my claim  until I repeatedly email them and left voice messages . My question was straight forward what ever they offering  me, they don't have any strong theory to prove . I shared the information from where they are saying they got reference  . I'm requesting   them to prove me wrong or share the theory on basis of they are compensating me .
  

  reg threatening me he did . I stay on my words . **************** she never called me from two years reg the claim , she only called once when  I filed the claim and didn't shared the infor properly and was not In position to share/guide me the proper process . This is was clearly stating some kind clear discrimination and that started when she confirmed I was ***** . 

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

• Initial Complaint

  05/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  3-31-22 I was in the thrift store buying some bed rails and the bed rails fell off of a shelf and landed on my knee and legs I talked with the adjuster of the insurance company and she was rude to me now she doesn't want to talk to me because I wanted a new adjuster she's not trying to help me. I have tried to contact her boss he has returned one call said he would go and talk to her and never call me back. I have tried to contact the boss's boss they won't give me the number for that. Ms W****** is the first adjuster and Mr M***** is her boss when you call the insurance company they will not put you through to Mr M*****'s boss.

  Business response

  06/02/2022

  June 2, 2022  
  Dear *** *****:  
  As you are aware, The Philadelphia Indemnity Insurance Company (PIIC) is the Commercial General  Liability carrier for the ****** ********** ************ ***, under Policy Number *********** with  effective dates of April 1, 2021 through April 1, 2022.  
  Please allow this correspondence to serve as the PIIC response to your May 24, 2022 letter to Zancesca  S**********, Assistant Vice-President of Quality, advising that ******** ******** had filed a Complaint  with the Better Business Bureau asserting that the claims adjuster and supervisor assigned to her claim  have not been responsive in resolving the matter and her concerns have gone unanswered.  
  PIIC received first notice of this loss on April 13, 2022. A claim was set up and assigned on April 14,  2022, which triggered the beginning of our investigation. During said investigation, *** ******** took  exception to any challenging questions; claiming the assigned adjuster was being rude. *** ******** then  demanded that the claim be reassigned. On May 5, 2022, Mr. M***** reassured *** ******** that a  thorough investigation is required and that sometimes involves conflicting information, which needs to be  challenged to achieve a better understanding of the claim. She understood.  
  *** ******** subsequently provided the related medical billing for the treatment rendered as a result of  this loss. She also confirmed receipt of a HIPAA release, which we provided to her to be signed, so we  can request the medical reports associated with her treatment. *** ******** appears to now be working  well with the assigned adjuster. Once we receive the signed HIPAA release, we’ll be able to secure the  necessary medical records, so we can properly evaluate the damages against the liability to begin  negotiating settlement. 
  We trust that your understanding of this matter is clear. However, should you have any further questions  or need any further file documentation, please do not hesitate to contact me at ###-###-####, ext. ****  or the Senior Claims Examiner assigned to handle this loss, Georgianna W****** at ###-###-####.  Please reference the above captioned claim number on any future correspondence to our company.  
  

  Sincerely,  
  Daniel M.

  Customer response

  06/09/2022

  The way that Mr M***** letter is written it  sounds like I was the one that was rude or nasty that is not true Miss W*********** is rude and nasty she made it sound as though I was at fault for what had happened to me at the thrift store. now he can try to cover for her that's okay with me but that's not the way it happened.  I never demanded a new adjuster I asked for a new adjuster she insisted she could only handle my claim.  When I call to speak with Mr ****** her boss he told me he would investigate and get back with me he never did.  I am I am willing to work with them but be fair and be honest that's all I'm asking and don't accuse me of anything.  I have done nothing Wrong  I got hurt in that store and I still hurt today.  I am willing to move forward but they need to be honest.
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *********************************
  

• Initial Complaint

  04/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Fitness Insurance purchased 3/1/22 and canceled 3/14/22 as no longer needed for a total of $125 for the year. Account ********. Upon cancellation being processed 10 days later, I was not notified nor have I been refunded at all, now over a month later. I chatted with an agent again today and noticed in my Philadelphia account a cancellation letter listed with what they call a $48 "Additional/ReturnTax/Surcharge/Fee". So, they're charging me a ridiculously high fee/tax just cancel. I could see a $5-$10 charge maybe, but $48, that's over 38% of the total charge. I feel the company is taking advantage of folks with this excessive fee. Their solution is to mail me (not credit me in the form I paid) a $72 check. And, they are going to have someone from management call me. This has already wasted enough of my time and energy, and I'm simply looking to be treated fairly. Not to mention, it's been over a month since I canceled and not once have they reached out nor I have received a dime. Thank you for your assistance in this matter, I really appreciate it and am looking forward to a resolution that makes sense. ****

  Business response

  04/22/2022

  April 22, 2022  
  

  Dear Sir or Madam,  
  

  Please allow this letter to serve as our response to BBB Complaint ID # ******** received by our offices on 4/22/2022. After review of this complaint it was identified that this is regarding a policy ***********- *** effective date 03/01/2022. This concern appears to be a timing issue and a dispute on the cancellation being flat cancelled or pro-rated. The full refund was already issued and sent out to the insured.  
  Below is an explanation of events that occurred to completion.  
  02/28/2022 – Web payment made for $125.00, Ref. # ************  
  03/01/2022 – Policy issued and invoice generated. Full premium billed for $ 125.00, $75.00 in premium  and $50.00 for the RPG Fee.  
  03/23/2022 - Request received from insured for cancellation effective

  03/14/2022. Submitted for processing. 

  03/24/2022 – Cancellation processed with a 03/14/2022 effective date.  
  04/18/2022 – Insured called for refund status. Advised of return, $72.00, as RPG is fully earned. Insured  disputed return total and wanted full return of funds. Escalation submitted to C.S. Supervisor. 

  04/18/2022 - Call back/email to insured regarding the cancellation. Insured confirmed that they intended to  Flat cancel not Mid-term. Flat cancellation request submitted for rush processing. 

  04/18/2022 - Reinstatement processed on the 03/14/2022 cancellation as it should have been a Flat cancel.  Flat Cancellation processed, effective 03/01/2022.  
  04/19/2022 – Refund processed for $125.00 back to the insured. This has been sent but has not been cashed  yet.  
  Best Regards,  
  Joe P.
  AVP, Customer Service  

• Initial Complaint

  11/17/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Had used Philadelphia Insurance for the entirety of my business operations. My small business was opened in January 2014 and closed in January 2020. I contacted Philadelphia Insurance to cancel my insurance in February 2020 ( I spoke with a gentleman over the phone and then emailed with an Anne M************* communicating to both reps my need to cancel the policy due to closure of business). Someone dropped the ball and didn't complete my cancellation. When the issue was brought to my attention a few months later, I worked with rep Lynne W***** to resolve the issue- she assured me that she would get this taken care of for me. I sent all the paperwork requested to Lynne in May 2021. It's now November 2021 and Philadelphia Insurance has sent me to collections. In working with the collections rep, ********************** I have sent her all my correspondence and forms that I submitted 6 months ago and Philadephia  Insurance is denying everything and continuing to hold me accountable for a policy payment for a time in which my business was already closed and not operating and for a policy that I had canceled almost one year ago.

  Business response

  12/02/2021

  December 2, 2021  
  Dear Sir or Madam,  
  Please allow this letter to serve as our response to BBB Complaint ID # 16155122 received by our offices on 11/23/21. We have researched and reviewed the information given and have resolved this situation  directly with the insured. During research it was discovered that in fact the insured submitted a request to  cancel the prior term ***********-*** policy due to COVID. At this time a Loss Policy Release form  was sent to the insured by a contact center rep, however the insured did not return the LPR and nothing  further was completed on this policy. Therefore it followed the normal workflow and went into collections.  The policy then expired and remained in collections and a renewal ***********-*** was processed. The  insured called in once receiving the collection notice to cancel, an LPR was submitted and returned,  however the LPR we received was for the ***********-*** renewal policy. This policy was then flat  cancelled. We have since confirmed with underwriting that we will accept an LPR again from the insured  and flat cancel the expired policy ***********-***. Our Collections Supervisor was able to get in contact  with this insured and the insured is willing to send in the LPR needed to flat cancel. This policy has been  removed from Collections and placed on hold until we receive the LPR to flat cancel.  
  Best Regards,  
  Joe P******  
  AVP, Customer Service  
  
  

• Initial Complaint

  09/27/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I filed a claim with ******* ****** on 9/3/21 after having damage to my home/roof after hurricane Ida. The entire claims process has been very drawn out and I have not heard from a field adjuster yet. I have been with ******* ****** for 5 years and this is my first claim. I do not appreciate the way things have been handled and feel I would like to purse legal action if possible to contest payment to this company, which has been unable to provide services being paid for.

  Business response

  10/08/2021

  October 8, 2021  

  Dear Sir or Madam,

  Please allow this letter to serve as our response to BBB Complaint ID # ******** received by our offices on 9/29/21. After review of this complaint we believe it was reported to us in error as ******* ****** is not  our insured and the claim number provided ************ is not a PHLY claim number.  
  

  Best Regards,  
  

  Zancesca S.
  AVP, Quality  
  

• Initial Complaint

  09/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 26th I prepaid $185 for an insurance policy, on August 13th I was informed that the company was unable to provide the policy and a refund would be issued, however, since then nothing has been received and 8 emails asking for an update have been ignored, they have now had my money for nearly 2 months and provided NO service whatsoever. After looking at other complaints on here I'm wondering if the company is a scam

  Business response

  09/28/2021

  September 28, 2021  

  Dear Sir or Madam, 

  Please allow this letter to serve as our response to BBB Complaint ID # ******** received by our offices on 9/23/21. After review of this complaint it was identified that this is regarding a policy that was not  written. The customer states in the complaint she advised Philadelphia Insurance  Companies (PHLY) that she has not received a refund. The payment was made on 7/26/21 for $185.00 and  the $185.00 was refunded to the customer on 8/30/21. The refund require up to 25 business days to be  received and was sent to:  
  ***** *****  
  PSC ** Box *****, APO, AP  
  *****-****  
  
  Best Regards,  
  Joe P******  
  AVP, Customer Service  
  

*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. ↩