ComplaintsforMutual Benefit Group

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was stolen October 30th and it was recovered by the police and sent to an impound lot. Mutual benefit has kept me in the dark for over a week. I have no idea when the insurance adjuster is going to look at my car. It's been sitting in an impound lot. I've tried calling my agent and her voicemail says she is on vacation. I called the main number and they connected me with another person and her voicemail also said she is on vacation. I also tried emailing my agent with no response. I am paying a significant amount of money out of pocket for a rental car and I have no idea what is happening with my car.

  Business response

  12/15/2023

  Thank you for the opportunity to respond to your letter dated 12/5/2023 regarding compliant ********. This
  claim ******** was reported on 10/31/2023 as a recovered stolen vehicle. Mutual Benefit Insurance (“MBG”)
  issued a policy to **** ******, **********, where the involved vehicle (2013 Hyundai Elantra) is a listed
  vehicle.

  The claim was assigned to and acknowledge by an MBG adjuster on 10/31/2023. The police report was
  ordered, and an assignment was made to an independent appraisal company for an inspection of the vehicle
  and assessment of any damages. The MBG adjuster also spoke with **** ****** on 10/31/2023, reviewing the
  policy coverage and securing loss facts. The insured provided an updated vehicle location via email on
  11/1/2023, which was forwarded to the appraisal company. A rental reservation was established on 11/2/2023
  for Mr. ****** with Enterprise.

  On 11/12/2023 the MBG adjuster advised the insured via email that the vehicle had been inspected and that the
  appraisal company would forward their written report for review. The written appraisal report was received on
  11/13/2023. The insured was advised via email of the same and the MBG adjuster advised the insured that the
  vehicle needed to be moved to his shop of choice for a tear down and complete assessment of the damages.
  The vehicle was then moved to the insured’s shop of choice, ************* **** ****. ************* **** ****
  contacted MBG on 11/22/2023 and advised that there were supplemental damages found that may total the
  vehicle. The appraiser approved the supplemental damages as related to the loss, and the vehicle was deemed
  a total loss on 11/28/2023. The insured was advised of the total loss determination on 11/28/2023 and a
  vehicle valuation package was emailed to the insured on that same date. The vehicle valuation package
  included the total loss vehicle value evaluation and forms required to be completed to process the total loss
  payment. The insured’s completed total loss paperwork was received on 12/1/2023 and a payment in the
  amount of $9592.79 was issued in settlement of the vehicle damage claim on 12/4/2023.
  
  We believe that the insured’s damage and rental claims have been resolved to the satisfaction of Mr. ****** at
  this time. If you have any additional questions, please feel free to contact me at your earliest convenience.
  

  Thank you,
  
  AVP Claims

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