ComplaintsforCanal Insurance Company

• Initial Complaint

  12/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was rear-ended at 10:00 am on Friday, September 30, 2022 on the road from **** * **** ** *********, and the police also issued an accident report, which was the other party's fault (canal insurance). However, (canal insurance) assistant liability claim adjuster Justin R***** said that it was my responsibility to be rear-ended because I merged with him and refused to settle the claim. I had completed my merge and was still driving, I slowed down because the vehicle ahead slowed down. The car behind ignored the front and slowed down and did not keep a distance from me and hit my car. However (canal insurance) distorted the facts and refused to settle the claim. In my cognition, I need to keep a certain distance from the vehicle in front for driving safety. If I am very close to the car in front, it will be very dangerous, especially on the highway. But canal insurance thinks that I should not slow down and need to keep up with the vehicle in front to ensure that their truck will not hit me! I'm still driving, but my car was hit, and the perpetrators have no responsibility? I have on-board monitoring enough to prove that the above is true. canal insurance Canal claim number: ******* canal insured:** ********** *********

  Customer response

  12/18/2022

  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. 
  
  First of all, the police came to the scene, and both the driver and I were there. Police confirmed it was the trunk driver's fault. Then police officer let me go to the local police station to file a report. I just did what the police said, not like canal insurance said that the police did not contact the driver who caused the accident.
  
  I emphasized that the gradual deceleration after changing lanes was due to the slowing down of the surrounding traffic, which was also admitted by the manager of the canal claims team in his reply on the BBB. However, the claims team manager said that my sudden deceleration/stopping was the cause of the accident later. (I believe the BBB can also see that the inconsistent statement of the canal claims team manager just wants to reject my claim)
  There question is: why didn't the trunk driver try to tap the brakes with his foot knowing that the traffic was slowing down and that I was in front of him? So he hit my car recklessly!? (The manager of the canal claims team cannot change the fact that the trunk driver who caused the accident did not keep a safe distance from me, and this is also recognized by the claim team manager)

  Finally, it is my driving right to keep a safe distance from the front! It is not a reason for the insurance company to reject the claim
  So no matter how sophistry the canal claims team manager can't get rid of these facts.
  
  In addition, I checked Google's reviews on canal insurance, and 98% of them are negative reviews, most of which say that canal is a liar and scam insurance company. I doubt whether canal will fulfill the responsibilities of the insurance company. I hope BBB can assist in investigating whether canal is a legitimate insurance company. 
  
  Regards,
  
  ******** ****

  Customer response

  12/28/2022

  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. 
  
  

  The explanation claimed by canal is neither correct nor convincing.

  Canal can’t explain why the driver who was hit me refused to step on the car without keeping safe and completely deviated from it knowing that all car around us was slowing down and knowing that my car was in front of me.

  
  

  Because canal questioned the police's responsibility determination report as one-sided and irresponsible, which became the reason for rejecting the compensation, I was deeply puzzled. If you have any questions about the report please refer to the police agency I trust the police to have an unbiased attitude to the facts.

  
  

  In the last reply, what I saw on my dashcam was all the traffic slowing down, and canal has been avoiding responsibility for their drivers not slowing down and causing accidents.

  
  

  I therefore reject Canal's reply statement.

  
  

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

  Business response

  01/06/2023

  RE:
  Dept. File No: ********
  Complainant: ******** ****
  Insurer: CANAL INSURANCE COMPANY (**** ******)
  Named Insured: ** ********** ********* LLC
  Policy No: *************
  Canal Claim No: *******
  Date of loss: 30 September 2022
  
  
  Dear Ms. R*****:
  
  We are in receipt of the letter sent to your office by ******** **** (“****”). Canal Insurance Company (“Canal”)
  thanks you for this opportunity to respond.
  
  The matter in question involves a motor vehicle accident that occurred in Chicago, IL. Our insured, ** **********
  ********* LLC (“** **********”), was driving their tractor trailer in the second lane from the left on I-90, which is four
  lanes of travel at this point. ****’s vehicle was in the immediate lane to our insured’s right. ****’s vehicle made a
  lane change into our insured’s lane close to our insured’s right front end/corner bumper area. After making the lane
  change, for reasons unknown, ****’s vehicle came to almost a complete stop in slow but moving traffic. It appears
  from the dashcam video in our insured’s vehicle that **** may have been wanting to move over one more lane to
  our insured’s left, but that lane was occupied at the time by another vehicle and as such, **** was unable to make
  that lane change. Regardless, ****’s lane change and sudden slowdown/stop in moving traffic is the proximate
  cause of this accident. **** was in the lane in front our insured less than four seconds before impact. Further,
  ****’s account of the vehicle in front slowing down is an inaccurate statement. As noted, while the traffic was
  slower than highway speeds, it was moving at a steady rate. In addition, the vehicle in front of ****’s vehicle was
  approximately 5-6 car lengths ahead so the **** vehicle could have easily made the lane change and maintained
  the speed of the surrounding traffic. However, ****’s actions after the lane change resulted in our insured vehicle
  rear-ending the **** vehicle. **** makes this out to be a clear-cut rear-end accident. However, the video shows
  exactly what happened and supports our position of denying the claim for damages to ****’s vehicle.
  
  There was no police involvement at the scene at the time of the loss. However, **** went to the police station
  afterwards and filed a report. As one can see, the report only has ****’s version of loss facts. No one in law
  enforcement reached out to our insured for their version of the loss facts. As noted above, we have dash-cam video
  showing ****’s actions which supports our position of no liability on the part of our insured.
  
  We trust that this adequately addresses the concerns expressed in ******** ****’s letter to your office. If you have
  any additional questions or concerns regarding this matter, please contact the undersigned at your convenience.
  
  
  
  
  
  
  
  
  
  Very truly yours,
  
  Roy *. C****
  Claims Team Manager
  *******************.com
  800 ********, ext. ****
  

  Business response

  01/06/2023

  December 21, 2022
  
  VIA Online Upload: BBB Complaint Portal
  Better Business Bureau
  Upstate South Carolina
  408 North Church Street Suite C
  Greenville, SC 29601
  Attn: Cindy R*****

   
  Dept. File No: ********
  Complainant: ******** ****
  Insurer: CANAL INSURANCE COMPANY (**** ******)
  Named Insured: ** ********** ********* LLC
  Policy No(s): *************
  Canal Claim No: *******
  Ms. R*****,
  
  This letter is in response to your correspondence dated 12/19/2022, in reference to the above captioned
  matter. Canal Insurance Company (“Canal”) thanks you for this opportunity to respond.
  
  As explained in Canal’s prior response, the incident on 9/30/22 was documented on a dashcam
  mounted in the cab of Canal’s insured. Canal believes the dashcam is dispositive of the issue and
  supports its denial of liability. The officer did not review the dashcam, so Canal does not believe the
  officer’s recitation of ****’s version of events has merit. While Canal respects that Ms. **** has her
  own recollection of how the incident occurred, that version is inconsistent with the clear video of the
  accident. Accordingly, Canal maintains its denial of liability for this incident.
  
  Please let me know if I can be of any further assistance.
  
  Thank you,
  
  Roy *. C****
  Claims Team Manager
  *******************.com
  800 ********, ext. ****
  
  
  P.O. Box * Greenville, SC 29602 | 800.******** | canalinsurance.com

• Initial Complaint

  03/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have provided my declaration page of when my new policy with progressive started also all the filing it’s been 6 weeks and canal refuses to send me my down payment money back allowing to collect interest, every time I call this company I’m forward to marquee who forwards me to canal this violation of my rights as a consumer and I demand answers a bbb , cfpb and attorney general complaint will me made

  Business response

  04/01/2022

  March 10, 2022
  
  VIA Upload: BBB Online Portal
  Better Business Bureau
  Upstate South Carolina
  408 North Church Street Suite C
  Greenville, SC 29601
  
  Problem Report ID#: ********
  Insured: **** **** ***** Enterprises LLC
  Policy #: *************
  Insurer: Canal Insurance Company (NAIC #*****)
  
  Ms. R*****:
  
  This letter is in response to your correspondence dated 3/3/2022, in reference to the above
  captioned matter. Canal Insurance Company (“Canal”) thanks you for this opportunity to respond.
  
  The insured has a policy with their agent, ******* Insurance Group LLC (“*******”) and the
  General Agent on this account is ********** Insurance Management, a series of ***
  Underwriting Managers, LLC (“**********”). The policy in question included a federal filing
  (******) and had the MCS-90 endorsement attached. Due to the aforementioned filing and
  endorsement, a minimum of 36-day notice is to be given in the event of cancellation. The
  insured provided a signed Lost Policy Release (LPR) to ******* on 2/2/22. The cancellation
  was initiated with notice due to the filing and MCS-90 endorsement. Canal’s policy and filing
  were set to cancel 3/11/22.
  
  Canal does not have any record of the insured contacting our offices directly regarding the
  cancellation. Since we do not have a contractual relationship with the agent of the insured,
  *******, we do not have record of their communications with the insured. On 3/3/22 at 11:05
  AM, Canal received an e-mail from ********** with a copy of the LPR received by ******* on
  2/2/22 and a copy of the *********** Declarations page. This was the first time Canal received
  a request to amend the effective date of the cancellation.
  
  Upon review of the request and accompanying documents, it was discovered that even though
  the insured did initiate coverage with *********** on 1/31/22, the federal filing was not replaced
  by *********** until 2/17/22. Thus, the federal filing would cancel by replacement on 2/17/22.
  Since Canal still had an exposure from 1/31/22-2/17/22 due to active federal filings, Canal
  processed the revised cancellation to be effective 2/17/22 in lieu of the original 3/11/22 effective
  date. Canal notified ********** that the request to amend the cancellation had been approved
  and processed at 2:20 PM on 3/3/22.
  
  
  
  The return premium will be reflected on **********’s next monthly statement. Once they have
  received credit for the account, it is common practice for ********** to credit ******* for the
  return premium. ******* should then distribute any return premium that may be due to the
  insured.
  
  If you have any additional questions or concerns, please feel free to contact the undersigned.
  
  Sincerely,
  
  Mischa S******
  Express Underwriting Manager

*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. ↩