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Business Profile

Auto Insurance

First Acceptance Insurance Company

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

    • 250 total complaints in the last 3 years.
    • 118 complaints closed in the last 12 months.

    If you've experienced an issue

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/22/2025

      Type:Order Issues
      Status:
      Answered
      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.
      To Whom It May Concern,Im filing a complaint against First Acceptance Insurance due to negligence and poor handling of my policy. On February 27, 2025, I purchased insurance through a referral from Gils Auto Sales in ********, **. I requested uninsured motorist coverage, but later discovered it wasnt included. I was told I had full coverage and paid $500. My name and birthdate were also entered incorrectly, which shouldve invalidated the policy.On April 8, I was forced off the road by a reckless driver. I filed a police report and contacted First Acceptance immediately. My vehicle later showed serious hidden damage. I didnt hear from an adjuster until 11 days later, after my loan company reached out.*******, the **** told me my bodily injuries wouldnt be covered and that my damages may be covered, but Id have to wait for the adjuster. She also told me I would have to pay upfront for a rental car and submit for reimbursement. I was also told I would need to pay for the towing out of pocket because my policy doesnt cover that. After trying to correct my policy, they removed collision and comprehensive coverage and wanted me to pay another down payment.I am a disabled veteran and a single mother. This situation has caused financial hardship and delays that have affected my work, health, and housing. Ive already lost my job due to lack of transportation, and now Im facing eviction.I am filing this complaint with the BBB, GA ***** of Insurance, and other agencies.Sincerely,***** ***** ****** ************ ******************** ?First Acceptance Insurance P.O. *************************** Phone: **************

      Business Response

      Date: 04/29/2025

      Dear Ms. ********************* is in response to the complaint filed by ***** ******.

      On February ******** the First Acceptance Insurance Company of Georgia (****) received a personal automobile insurance application submitted electronically by the independent agency, Acceptance Insurance. The required down payment was posted to the policy account, activating policy CSGA 473883.  The policy coverage was issued as submitted by the application with liability, comprehensive,collision and rental reimbursement.

      The policy is noted that on April 11, 2025, the named insured called **** customer service to verify the coverages on the policy and to correct the named insureds date of birth.

      On *************** a representative from the Acceptance Insurance agency processed a change to the policy adding uninsured motorists coverage.  During this process, the liability,comprehensive, collision and rental coverage was removed. 

      **** contacted the independent agent to make them aware of the filed complaint and the removal of coverages.  To protect the insured, on April 25, 2025, **** processed an endorsement adding the liability, comprehensive, collision and rental coverage to the policy. 

      We would suggest Ms. ****** contact Acceptance Insurance directly to inquire if there are additional ancillary products that may have been purchased separately from the **** personal auto policy.

      Addressing the claim portion of the complaint, the loss was reported to **** on April 10, 2025, and was assigned to ******* ******* and ******* ******* to complete the investigation.

      On April 11, 2025, we spoke with ***** ****** and obtained a statement from her concerning the details of the accident. A photo inspection was scheduled to be completed for the damage to the insured vehicle. Ms. ****** was advised of her coverage and that she would be at fault for the accident.

      The **** appraisal department received photos of the damage to Ms. ************* on April ******** and based off the photos, the damage to the vehicle would be less than the $500.00 collision deductible. We also spoke to Ms. **************** to advised that at this time, the damage was less than the $500.deductible.

      On April 18, 2025, we spoke to Ms. ******* and she advised that she would be taking her vehicle to a shop for the repairs.

      On April 21, 2025, we spoke with Ms. ****** to advise that we ordered the police report, but we have not received the report.  Ms. ****** said she had questions concerning her auto policy, so it was suggested that she contact the **** customer service team for assistance.

      On April 24, 2025, **** received an email from Ms. ****** requesting the claim file be closed.

      Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to *****************************************************.

      Sincerely,

      ******* Nelson       
      Director, Legal Support Services
      **************
      ***************************************************************************************************

      cc:Compliance Analyst at *****************************************************

    • Initial Complaint

      Date:04/18/2025

      Type:Product Issues
      Status:
      Answered
      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.
      They kept me on the phone and refused to update my policy with someone else added to the policy and refused to refund me

      Business Response

      Date: 04/21/2025

      Dear Ms. ****************************************** acknowledges receipt of the complaint by ****** ******. Unfortunately, we have been unsuccessful in our attempts to identify an active policy or claim with the information provided.


      Please provide either the policy number or claim number for the matter referenced in the complaint so that we can investigate further.


      Thank you

    • Initial Complaint

      Date:04/18/2025

      Type:Billing Issues
      Status:
      Answered
      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.
      They took money from my account and claim they see no payment on there end I told them I will send them the screenshots for my bank they do not take screenshots so I'm waiting for my printout however they do not want to mail me and want to cancel my auto insurance after taking money out of my account when I am not on auto pay

      Business Response

      Date: 04/22/2025

      This is in response to the complaint filed by ****** ******

      On March 21, 2025, First Acceptance Insurance Company (FAIC) received a personal automobile application submitted electronically by the independent producer,Acceptance Insurance, on behalf of Ms. *************** required down payment of $102.56 was posted to the policy account,activating policy NRCA 53967.

      On April 21, 2025, I spoke directly with Ms. ****** ***** regarding her BBB complaint concerning her First Acceptance auto policy. I acknowledged receipt of her concerns and informed her that I was actively reviewing the matter,including the two screenshots she submitted with her complaint.

      As part of the BBB investigation, we contacted the Acceptance Insurance office and spoke with the producer who has assisted Ms. ****** The producer confirmed that payment arrangements had been discussed with Ms. ***** at the time of her **** policy issuance. Specifically, her total due was $357.56, which included the $102.56 down payment paid to FAIC, and a $255.00 broker fee paid to the ************************* provide Ms. ***** with more time, the broker fee was divided into two installments.The insured and the producer agreed to set up an automatic draft for the remaining broker fee balance.

      Following this conversation, I contacted Ms. ***** to discuss the information the producer had shared when her policy was written. During the discussion, ******** acknowledged that this arrangement was correct and that she had agreed with the producer.

      Ms. ****** next FAIC payment was due April 8, 2025, in the amount of $87.02. This payment was not received, and the policy was cancelled effective April 21, 2025.  I explained to Ms. ***** that her policy is currently lapsed and to reinstate coverage, the payment of $87.02 is required.  Ms. ***** stated that she had removed funds from her bank account but planned to make a deposit. I provided her with the **** call centers hours of operation and advised that she can either call back to make her payment or go online to make the payment and complete the required Statement of No Loss.

      To clarify the transaction records, the $255.00 was a broker fee, it was collected by independent producer Acceptance Insurance. First Acceptance Insurance only received the required down payment of $102.56.   If ******** would like additional details related to the broker fee, she will need to contact Acceptance Insurance directly for that information.

      Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to ******************************************************

      Sincerely,
      ******* A. ******
      Call Center Manager
      **************************
      ********************************************************************************************

      cc:Compliance Analyst at *****************************************************

    • Initial Complaint

      Date:04/08/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Auto accident

      Business Response

      Date: 04/15/2025

      Dear Mr. ***** ********:

      This is in response to the complaint filed by ****** ******.

      On March 20, 2025, ****** ****** reported a claim to First Acceptance Insurance Company, Inc. (FAIC) involving Chelsea *** and a *************************** *******, **. Mr. ****** reported that his 2015 Kia ****** was rear ended during this loss. The claim was reported under ****** ****** FAIC policy. Chelsea *** is not a listed driver under ****** ****** policy. The 2008 **** Crown ******** was deleted from ****** ****** policy,FBAL 7578, on March 3, 2025.

      Initial contact attempts on March 21, 2025, to ****** *****, and Chelsea *** were unsuccessful.

      On March 25, the assigned adjuster spoke with Mr. ****** regarding the claim status. The adjuster apologized for the delayed contact and explained that they did not want to call prior to confirming the liability decision. The adjuster explained that Chelsea *** was not listed on ****** ****** policy at the time of this loss, and that Mr. ****** policy excludes coverage for any claim involving an unlisted driver. The adjuster advised ********* that, due to the exclusion, coverage for this claim would be denied, and no damages would be paid under this policy.

      On March 28, 2025, ****** ***** contacted **** regarding the reported claim. Mr. ***** advised that the 2008 **** Crown ******** was sold prior to the date of loss. The adjuster confirmed the 2008 **** Crown ******** was deleted from policy FBAL 7578 on March 3, 2025, eleven days prior to the date of loss.

      On April 11, 2025, the manager spoke to Mr. ****** to discuss the claim and confirm the facts of loss. Mr. ****** again confirmed the initial reported facts of loss. Mr. ****** was advised that the coverage for this loss would be denied, as neither the 2008 **** Crown ********, nor the driver, Chelsea *** was listed on Mr. ****** policy with First Acceptance Insurance. It was advised that the claim was denied and denial letters had been sent.

      We regret that Mr. ****** ****** experienced frustration with his claim and can assure you that First Acceptance Insurance Company strives to create a courteous, service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner.

      Thank you for allowing us the opportunity to respond.Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to *****************************************************.

      Sincerely,

      ******* *****
      Property Damage Director
      **************************
      ********************************************************************************************


      cc:Compliance Analyst at *****************************************************

      Enclosures:1



    • Initial Complaint

      Date:04/04/2025

      Type:Order Issues
      Status:
      Answered
      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.
      ***** ******* is rude, racist and incompetent. She spoke to me like i was less than an animal during my auto claim process because of her i have cancelled all my services with first acceptance and will tell all my family and friends to do the same! She should be fired!

      Business Response

      Date: 04/07/2025

      Dear Ms. ****************************************** acknowledges receipt of the complaint by ***** *. Unfortunately, we have been unsuccessful in our attempts to identify an active policy or claim with the information provided.

      Please provide either the policy number or claim number for the matter referenced in the complaint so that we can investigate further.


      Thank you

    • Initial Complaint

      Date:04/04/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Since this seems to be the only way to get a response I am reaching out regarding a claim that was denied by your company due to "insufficient information." In the denial letter, I was provided with an email address and a phone number for follow-up. I have since emailed that address and left a voicemail for ********, but unfortunately, I have not received a response to either.This lack of communication has been extremely frustrating, especially given that the other driver involved has denied responsibility. Despite that, it has been nearly five months since the incident, and I am still unable to get my car repaired because no one is following up with us.Previously, after filing a complaint, I did receive a call from a supervisor, and then someone attempted to call me backunfortunately, I was driving at the time and missed the call. I did speak with ******** later, who was very kind and empathetic. She informed me that the claim could be reopened if my son (who was driving my vehicle at the time of the accident) provided a statement. He has since called and left two voicemails with no response. I have also provided his phone number in both voicemail and email ***************** this point, it is becoming unreasonable that we cannot get in contact with anyone at your company. Please have someone contact my son as soon as possible to provide his statement so we can move forward with getting my vehicle repaired.I appreciate Garnetta's professionalism, but the lack of follow-through from your team is unacceptable

      Business Response

      Date: 04/16/2025

      Dear Ms. ********************* is in response to the complaint filed by ** *******.

      This claim was reported to First Acceptance Insurance Company, Inc. (FAIC) on November 7, 2024, by complainant, ** **********. Blanton reported that she was rear-ended by our insured, ****** ******.

      On November 11, 2024, a contact request letter was sent to Mr. ****** as his statement was needed for the liability investigation.

      On November 13, 2024, Ms. ******* contacted **** to obtain claim status. She was advised that the damage estimate was complete, but the liability investigation was ongoing.

      Follow-up contact request letters were sent to ********* on November 26, 2024, and December 1, 2024. A lack of cooperation letter was sent to Mr. ****** on December 18, 2024, as the adjuster had received no response from him. 

      On January 13, 2025, the adjuster contacted ********* and obtained his recorded statement. Mr. ****** advised he was not involved in an accident for the claim presented. The adjuster requested ********* provide photos of his vehicle for review.

      On January 28, 2025, the supervisor attempted to contact Ms. ******* to advise that the adjuster would be calling her to take her recorded statement. The adjuster attempted to reach Ms. ******* the same day and left a voicemail.

      On January 29, 2025, Mr. ****** provided photos of his vehicle showing no visible damage. The adjuster sent a liability denial letter to Ms. ****************** March 7, 2025, a manager attempted to contact ********** to discuss a complaint regarding liability. The manager left a voicemail for Ms. ************** The adjuster also attempted contact but had to leave a voicemail. Ms. ******* called back and spoke to a manager. Ms. ******* advised that her son was driving the vehicle at the time of loss, and that no police report was filed. Ms. ******* stated she would contact her carrier for assistance. Ms. ******* also advised that there may be video, and that she would follow-up. The manager requested that her son contact **** to provide his recorded statement.

      On April 8, 2025, a manager attempted contact with Ms. ******* to obtain her sons phone number, as well as to ask if they have any evidence that shows an accident occurred and that our insured was at fault. 

      Currently, **** has denied liability as no proof of occurrence has been received. If new evidence is received, **** will continue the liability investigation at that time. 

      We regret that Ms. ******* experienced frustration with his claim and can assure you that First Acceptance Insurance Company strives to create a courteous,service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner.

      Thank you for allowing us the opportunity to respond.Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to *****************************************************.

      Sincerely,

      ******* L. *****
      Director, Property Damage
      **************************
      ********************************************************************************************


      cc:Compliance Analyst at *****************************************************


      Enclosures: 2

    • Initial Complaint

      Date:04/03/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      On 2/19/25, my car was hit in the Frys parking lot by an insured of first acceptance insurance. I created the claim the same day. I had to call a few days later in order to get the adjuster to actually call me. On 2/26, I received a call from the adjuster. I told her what happened and emailed all the documents she requested that day. I heard nothing from them for a month. I again called them and received a phone call back on 3/26. She proceeds to ask me about sending the documents to her. I told her all the documents were sent on 2/26. She finds them and tells me they had been mislabeled by mistake. She said they have not been able to reach their insured despite all their attempts in the past month. I proceeded to tell her the day of the collision we had an officer come out and do a collision exchange report that's she has a copy of. In this document, the officer states the other driver admits to not looking before reversing into my car. She said she would speak to her supervisor and call me back. I again called them after a week and received a phone call back on 4/3. The adjuster proceeds to tell me they are denying the claim because the driver is not the person insured his father is along with the vehicle he hit us in. I now have to go through my own insurance and risk possible rates raising to get my car fixed when someone else is at fault. This company has managed to worm it's way out of paying for damages that they know their insured is responsible for. Does PERMISSIVE use not apply in this situation?? His father giving him PERMISSION to use the truck that is covered under this insurance company.

      Customer Answer

      Date: 04/04/2025

      My claim number from First acceptance insurance is 0022500614. 

      Business Response

      Date: 04/10/2025

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

      This is in response to the complaint filed by Ms. ******* ******* regarding claim **********, with a loss date of February 19, 2025. This claim was reported to First Acceptance Insurance Company, *** (FACI) on February *******. Ms. ******* reported that the driver of our insureds vehicle backed into her vehicle.

      The claim was assigned to an adjuster after business hours on February 19, 2025. Upon their return to the office on February *******, the adjuster attempted to contact Mr. ********* Mr. ******** did not answer,and his voicemail box was not set up. On the same day, the adjuster spoke with Mr. ****** and obtained his recorded statement.

      On March 1, 2025, the adjuster attempted to contact Mr. ******** again, but there was no answer and voicemail set up.

      On March 25, 2025, the adjuster attempted to contact Mr. ******** again. The phone was answered but they disconnected the line when the adjuster attempted to obtain information to verify who they were speaking with.

      On March 26, 2025, management reviewed and confirmed that there was an excluded driver operating the insured vehicle at the time of loss. The supervisor requested the signed excluded driver endorsement from the underwriter. The requested signed endorsement was received on March 31, 2025,and added to the file.

      On April 1, 2025, the adjuster sent denial letters to all parties.

      On April 3, 2025, Ms. ******* called the adjuster regarding the claim. Ms. ******* was advised that coverage had been denied, and a denial letter had been mailed. Per Ms. ******** request, a copy of the denial was emailed to Mr. ****** at this time.

      We regret that Ms. ******* has experienced frustration with her claim and can assure you that First Acceptance Insurance Company strives to create a courteous, service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner.

      Thank you for allowing us the opportunity to respond.Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to ******************************************************

      Sincerely,

      **** ********
      Regional Claims Director
      **************************
      **********************************************************************************************


      cc:Compliance Analyst at *****************************************************


      Enclosures: 3

    • Initial Complaint

      Date:04/03/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      And insured for this company hit my parked car. The representatives for this company ***** * ******** gave me the run around about why the claim was taking so long, only to find out the insured policy won't cover the accident. I asked Akexa for this in writing when she called me, and she said she sent it. I Still don't have it and will need that letter for my case agthe insured. The lack of service I received is a Regflag, the company is a zero!

      Business Response

      Date: 04/10/2025

      Dear Ms. ********************* is in response to the complaint filed by ******* Johnson           .          

      This claim was filed with First Acceptance Insurance Company, Inc. (FAIC) on Friday, March 28, 2025, by ******* ******* as a side swipe collision. 

      On Monday, March 31, 2025, the adjuster Ms. ******** recorded statement, sent her FAICs appraisal application, and explained the claims investigation process. The adjuster also took a statement from our named insured, ***** *****, and identified a coverage issue related to her non-owners policy.

      On April 1, 2025, Ms. ******* was advised that the claim was being reviewed for a potential coverage denial. Ms. ******* requested a denial letter be sent the same day, but the adjuster advised that the claim was still being reviewed so they could not provide a letter yet.

      On April 2, 2025, at 8:21 a.m. the adjuster advised Ms. ******* that the denial was pending supervisor review but that they should have a response by the end of the day. Ms. ******* called at 2:10 p.m. and spoke to the supervisor. The supervisor confirmed that the denial was still under investigation as **** needed to obtain some specific information from Ms. ******

      Later on April 2, 2025, it was determined that the claim would be denied due to policy exclusion. The adjuster called Ms. ******* and advised her of the claim denial. A copy of the denial letter was mailed and emailed to Ms. ******* on April 2, 2025. A second copy of the denial letter was emailed to Ms. ******* by the supervisor on April 3, 2025.

      We regret that Ms. ******* experienced frustration with their claim and can assure you that First Acceptance Insurance Company strives to create a courteous, service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner.

      Thank you for allowing us the opportunity to respond.Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to ******************************************************
      Sincerely,

      **** T. ********
      Property Claims Director
      **************************
      **********************************************************************************************

      cc:Compliance Analyst at *****************************************************


      Enclosures: 1

      Customer Answer

      Date: 04/10/2025

       
      Complaint: 23154740

      I am rejecting this response because: ********* ****** called me on 4/3/25 and provided some details by phone and email on the owner of the car but not the driver of the car that hit and side swiped my parked vehicle. I emailed her back mentioning the missing information but I still need your insured drivers license number and address to pursue them in court as I have not received a response. I would really appreciate your assistance in this matter. 

      Sincerely,

      ******* *******

    • Initial Complaint

      Date:04/02/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      On March 15, 2025, I was involved in an accident and I am currently insured by first acceptance insurance. They did the investigation and accepted liability by sending a check for the damages. The damages were based on the pictures and videos that I uploaded for them on the app that they provided The body shop determined that there are more damages to the vehicle that they need approval for. It is April 2 and they still have not approved the additional damages. The body shop has had my car for almost 3 weeks and theyre unable to start any repairs. The adjuster that was assigned to the claim was not returning any of my phone calls or emails finally, she answered one day and said I had a new Adjuster and gave me her information. She is now not returning any of my voicemails and I do not have an email address for her. The body shop has reached out to her as well as the company With no response. I have been in these situations before and the insurance approves it immediately so the body shop can continue with the repairs in a timely manner when I spoke with the adjuster that was originally assigned to the claim ****** ***** she told me that the request for additional damage Was in their system on Friday march 28 and it takes a few days for them to respond and approve the repairs tomorrow is Thursday, April 3 and the body shop has not received an approval. They only provide me about two weeks of rental reimbursement and the body shop has already had my car for almost 3 weeks. I am still waiting to be reimbursed for the tow where I had to tow my car from the accident to the body shop. I was told I was going to be reimbursed for that. Ive sent the first adjuster the receipt with no response. I need them to approve the additional damages so my car can be repaired and returned to me. I also need reimbursed for the tow in a timely manner.

      Business Response

      Date: 04/09/2025

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

      This is in response to the complaint filed by ****** *****.

      This claim was reported to First Acceptance Insurance Company, Inc. (FAIC) on March 15, 2025.

      On March 17, 2025, the adjuster spoke to Ms. ***** and obtained a recorded statement concerning the details of the accident. The adjuster explained Ms. ****** coverage to her regarding rental limits and vehicle repairs. The adjuster also advised that **** was waiting for the police report.

      On March 20, 2025, the adjuster spoke to Ms. ***** and advised that and estimate had been completed for the damage to her vehicle,and that payment would be issued to her. The adjuster also explained the supplement process. A copy of the estimate was provided to Ms. ***** via email.Payment was issued to Ms. ***** on March 21, 2025, to begin repairs to her vehicle.

      On March 31, 2025, Ms. ***** contacted FAIC concerning her request for reimbursement for the towing charges incurred as a result of the accident.  Unfortunately, this request was not addressed by the adjuster at this time.

      On April 1, 2025, the claim was reassigned to a different adjuster to complete Ms. ****** claim.

      On April 4, 2025, Ms. ***** requested rental assistance and to follow up on the status of her previously submitted request for towing reimbursement. The new adjuster reviewed Ms. ****** rental policy and the rental reimbursement process. The adjuster also confirmed the towing invoice was in the file and that had been previously submitted to the prior adjuster. The adjuster advised that they would review and request payment for the towing charges.

      On April 3, 2025, FAIC received the first supplement from Ms. ****** body shop of choice. However, due to the amount of the supplement, additional supports were requested for review. The requested supports were received on April 7, 2025, and payment was remitted to Ms.****** body shop the same day. 


      The supervisor spoke to Ms. ***** on April 7, 2025,and advised that **** would be issuing payment for her towing reimbursement of $191.03 that same day. Ms. ***** was advised that she would receive a text alert requesting her how she would like the payment to be issued.

      We regret that Ms. ****** ***** experienced frustration with her claim and can assure you that First Acceptance Insurance Company strives to create a courteous, service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner.

      Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to *****************************************************.

      Sincerely,

      **** ********
      Regional Claims Director
      **************************
      **********************************************************************************************


      cc:Compliance Analyst at *****************************************************


      Enclosures: 10

    • Initial Complaint

      Date:03/28/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      They constantly set my cancellation date before my due date, I've called multiple times with no corrective actions on the part of the insurance company, last month they assured me that the cancellation date was wrong ,when the cancellation date arrived my policy lapsed so I contacted them the said they would waive the fee for reinstating the policy since it was an error on their behalf , the fee was never waived and now again this month my cancellation date is March 31st I payed already for March and my next payment isn't due until April 7th , so on the 31st my coverage will somehow lapse and I will be forced to pay a fee as if I am late

      Business Response

      Date: 04/07/2025

      This is in response to the complaint filed by *** ***** ******, regarding the status of his cancellation date on his automobile insurance.

      On April 19, 2023, *** ****** initiated his personal automobile insurance with the First Acceptance Insurance Company (FAIC). At the time of the application *** ****** selected his premium payment be the first Friday of each month.

      *** ****** FAIC ****** renewed on October 15, 2024, for the next six-month term. The October renewal billing, along with the November and December billing remained consistent.  When this matter was brought to our attention by *** ******, it was determined the problem began with the January 31, 2025, invoice,showing the inconsistency of the cancellation dates before the payment due dates.The remaining invoices reflected the same issue, and we deeply apologize for the confusion. For this reason, **** has waived the two $10.00 reinstatement fees applied to *** ****** account in error. There have been no changes made to ********* ****** account, and we will continue to research to identify and resolve what caused the inconsistency of the billing and cancellation dates. 

      On March 31, 2025, *** ****** contacted **************** and made his final payment for the current ****** term.  *** Kallass ****** will renew effective April 19, 2025, once payment is submitted.

      Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to *****************************************************.

      Sincerely,
      ******* *******
      Underwriting Director
      **************************
      *********************************************************************************************


      cc:  Compliance Analyst at *****************************************************

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