Complaints

• Initial Complaint

  01/18/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Broadspire is the third party handling my short term disability claim. I was on leave from April 29th to July 31st. They paid me from April 29th to May 30th and left me a voicemail on May 31st stating I was approved until June 30th and all I had to do was send in my therapy notes. Weeks go by and Ive returned to work and then they deny me in August saying my notes dont support my inability to work. I appealed twice and still was denied based on the same notes and details. I even seen a psychiatrist to evaluate my GAD and severity and they stated this doesnt support the claim from 04/29-07/31. I even sent them the voicemail where it stated I was approved until end of June before my extension request and still have received no additional short term Benefit after being told the Team manager addressed the issue. This whole ordeal is because their specialist are incompetent. I have records of voicemails left and emails sent and no responses. I was denied before all my paperwork was even reviewed and they told me my only course with their mistake was to appeal. I have no more appeals left and I want my benefits paid. Im a 13 year employee and my employer provides me the benefit of short term disability in the event I cant work and I couldnt work and therefore need to be paid.

  Business response

  01/27/2025

  We are in receipt of correspondence dated 01/21/2025, in which you forwarded a consumer complaint alleging service issues with her claim handling.  
  Broadspire ************* administers leave and disability benefits for T-Mobile in the above referenced claim.  

  Ms. ******** states that she received a voicemail indicating that her claim had been approved through 06/30/2024 but never received payment and was later informed her claim was denied. Ms. ******** previously brought this to our attention and a supervisor reviewed the voicemail. In it, Ms. ******** is advised that her leave claim has been approved through 06/30/2024, but that in order to be eligible for disability benefits, additional information was needed for review.  

  Ms. Randolphs second appeal remains open, and she has until 02/13/2025 to submit any additional documentation she would like reviewed as part of her appeal.   

  Customer response

  01/29/2025

  I am rejecting this response because:   This is another example of their incompetence and deceptive practice. One, my claim should not be open any longer because there is no additional information that can be given. My therapist wrote a medical claim letter, I went and had a second opinion with a psychiatrist and everything I submit not is being stated doesnt support the past. Also, who is my appeal open until February 21, when I was denied on January 14th and told ******* ******* to close my case because there is nothing else I can submit. Also, they are saying my claim was approved pending additional information, no, the voicemail is stating pending therapist notes. I still have the voicemail and happy to resend ***** therapist has submitted all notes for the timeframe required, redid paperwork at their request, referred me to a primary care doctor to check on my physical health and they tried to use that against me and last but not least referred me to a psychiatrist. My leave was from April 29th to July 31st. Theres no other information that can be submitted to support the past and mind you all of the things I did happened after I returned to work because while they were getting my notes, they never gave me an update until August of 2024. That is 2 months of no updates and then telling me there decision and to appeal. 

  Customer response

  01/29/2025

  I have attached the voicemail of my approval. I have also attached the communication I received about the approval and the last appeal to demonstrate Broadspires deceptive practices to prevent benefit payout and their incompetence with even following up when they received additional information.

  Customer response

  01/29/2025

  I just got this email saying they are upholding the denial. In yet, they responded I had until next month.

  Business response

  02/04/2025

  We are in receipt of the supplemental correspondence from Ms. ***************** previously noted, Broadspire ************* administers leave and disability benefits for T-Mobile in the above referenced claim.  

  We have reviewed the additional information submitted from Ms. ******** and upon review, there is change the decision on this claim.

  We understand this is not the decision you were hoping for, however the information provided supports the appeal decision.

  Customer response

  02/04/2025

  I am rejecting this response because:   The information provided doesnt support my appeal decision. I have filed with the ***. Broadspire didnt act in the best of the patient which is me. The reason of my initial denial was due to lack of medical support, but they tried to had that it was due to their lack of incompetence of not communicating or following up led to that. Even during this BBB complaint, I was able to show an example that nobody gives clear details or an accurate status update. Broadspire just replied before this one that my claim was open until 02/21 and additional information to support could help. Then when I provided a letter that day saying it was denied they sent a generic response and even that is incorrect as someone didnt grammar check and it looks like they are saying they changed their decision not that there is no change. 

• Initial Complaint

  01/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5/20/204 I was involved in a MVA, not at fault. I was rear ended by another driver. Broadspire is handling the claim from the other drivers insurance. There has been minimal communication. I have called the representative assigned several times and often go weeks without a response. A settlement has been reached and Ive done what is required on my end and am still waiting for the settlement payout. I have reached out to the representative with no response. The accident occurred 5/20/2024 and I am still waiting

  Business response

  01/21/2025

  Dispute Resolution Department
  ************************
  ******/*******/***************
  *************************
  ******, *******; 75201
  
  January 21, 2025
  
  Via email:  ********************************************************************************************
  
  
  DOI  File Number:                 22765735
  Complainant:                           ******* Gunter                                   
  Claimant:                                 ******* ******
  Claim Number:                       190347009-001
  Policy Number:                       AYA763318829                                                          
  Insured:                                   Amynta Dealer Solutions                                                                                                                                                    Date of Loss:                         5/20/2024
  Underwriting Company:          Continental Casualty Company                                            
  NAIC:                                      20443
  
  
  To Whom It May Concern:
  
  Continental Casualty Company, (CCC), a member of the ********* of insurance companies, acknowledges the receipt of the Better Business Bureau (the Department) correspondence dated 1/10/2025 transmitting ******* ******* complaint.  This letter shall serve as CCCs response to the complaint.
  
  We have reviewed ******* ******* complaint and it appears that ******* ******* complaint arises out of delays in payments of the property damage that arose from a motor vehicle accident.
  
  THE POLICY
  CCC issued a AYA763318829 insurance policy to ************** of Texarkana.  The policy was issued on a Occurrence] basis and effective from 12/16/2023 to 12/16/2024.  The Garage Liability Coverage Form is written under form CA 00 25 11 20. The policy has a $1,000,000 each accident limit and a $2,500 deductible.
  DISCUSSION
  
  The claim was received by Broadspire Insurance a Third-party administrator for the insured. The file was investigated as a motor vehicle accident wherein our insured driver struck the rear end of the claimant, ******* *******,vehicle. 
  
  ******* ******* vehicle was inspected and determined that it was a total loss.  On 10/21/2024,total loss documents were sent to Mrs. ****** and an agreement was reached on the value in the amount of $ 3,432.20.  Mrs. ****** was advised that the title and power of attorney would be needed in order to issue payment and settle the total loss.
  
  The title was received on 11/3/2024 and the power of attorney was received on 12/3/2024. The adjuster left Broadspire and the file was reassigned.  The new adjuster was assigned to the claim on 1/6/2025.  She contacted Mrs. ****** on 1/7/2025,advised that we needed a signed property damage release prior to issuing payment and sent the release on that date. The property damage release was received on 1/10/2025, Mrs. ******* address was confirmed, and the check was issued on 1/16/2025 to Mrs. ****** in the amount of $34,54.20.
  
  CONCLUSION
  
  In summary, the complaint for not being paid for the total loss has been resolved as requested by ******* ****** in her filed complaint.
  
                          Exhibit A: screenshot of check information
  
  
  
  If the Better Business Bureau has any further questions or requires additional documentation, please do not hesitate to direct such an inquiry to our *************************** Hotline *************)or *************************** Mail Box at **********************.  Thank you for providing CCC with the opportunity to respond to ******* ******* complaint.
  
  
  Sincerely,
  
  
  
  ***** C ******
  Team Manager
  Broadspire Insurance Company
  **********************************************************************************
  ************
  

• Initial Complaint

  12/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am on workers comp and Broadspire is the company that manages my case and payouts. On December 3 I received a check in the amount of *******. This amount is incorrect because I only worked 2 days in November.I have been attempting to contact my adjuster ******* ******* all week and she has not returned my calls or emails. Well I received the check and I was livid because over $1000 is missing from my check.I reached out to ****** ****** which is Jessicas supervisor because ******* is on vacation at this time. ****** also has not returned my emails or calls. She refuses to correct ******* when ******* makes mistakes and now she is ignoring me completely.I have been calling Broadspire all day and no one has yet to fix Jessicas mistakes and give me my remaining check. At this point it is a crime and they are stealing money from my workers comp claim.

  Business response

  12/10/2024

  December 10, 2024
  
  BBB *****
  ***************************
  **************; 75201
  
  Complaint ID.:               22639088
  Complainant:                ******* **********
  Insured:                           *** Cap
  Insurer:                            ****** American Insurance Company
  Policy No.:                      WC984123209
  NAIC No.:                       10863
  Date of Loss:                 March 7, 2024
  Claim No.:                      190291711
  Zurich Complaint No.:  24-1079
               
  
  Thank you for the opportunity to respond to the above-referenced complaint.  Broadspire ************** is the third-party administrator handling claims on behalf of  ****** American Insurance Company and their insured BevCap.  Broadspire ************** is not an insurance company.  In a good faith effort to resolve this complaint, Broadspire ************** provides the following information for your records.
  
  Mr. Willoughbys complaint was regarding TPD benefits owed.  Benefits are paid every 30-days, less earnings earned while working light duty.  The consumer was upset that he was paid a lower amount and wanted to be reimbursed immediately.  ******* ******* paid him $1,815.80 on 12/3/24 for period 11/3/24 to 12/2/24.  On 12/4 Mr. ********** was angry and upset he was underpaid.  Before we could pay additional benefits we had to confirm his earnings with the employer. This was done on 12/4/24 at which time an additional amount  for $793.93 was paid.
  
  We trust the provided information satisfies your inquiry.  Should you have further questions and/or concerns, please do not hesitate to contact the undersigned.
  

  Customer response

  12/10/2024

  I am rejecting this response because:   ******* ******* made a mistake on my claim it had nothing to do with waiting for my employer to confirm my wages when HR emailed me informing me that she had spoke with ******* and confirmed my wages with her the day ******* underpaid my claim.

  This is a consistent issue with ******* and the Broadspire team as a whole. They continue to mishandled my claim and also they do not communicate.

  Anyone would be disappointed and taken aback by the lack of professionalism and attention to detail *******, ***** and others had acted while handling my claim.

  I am already taking a hit from being injured by losing a percentage of my income and then for Broadspire to continue to not hold ******* accountable for her mishandling my claim just shows how much they do not have any regard for any employees whose employers paid to obtain insurance from Broadspire.

  Attached is the proof from my employer that ******* was negligent as my wages were already confirmed by my employer the day ******* decided to attempt to ******* me out of my wages. 
  

  I also received a voicemail from ****** confirming Jessicas mistake AFTER ******** had to fix said mistake, even though I also have emails where ****** didnt even review the mistake ******* made prior to going on her vacation but instead sided with *******. 

  Business response

  12/13/2024

  We have communicated with Mr. ********** and confirmed the payments that were issued.

  We have confirmed all issues have resolved.

• Initial Complaint

  11/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was injured while boarding an rtc bus. I reported and obtained medical treatment. Communication with safety manager was initiated, investigation was performed, safety manager informed me that on board cameras had been viewed, admitted undeniable liability and informed me that he would be filing my claim.Further communication attempts failed to be answered. I obtained an attorney. A spoilation letter was sent to *** via certified mail. I am suffering an injury that left me without the use of either left hand or right arm. I suffered extensive damages and could not *** without assistance. Not only did I suffer from physical injury, but also experienced physiological damages that are severe and ongoing. In October 2024 my attorney informs me that they are dropping my case due to lack of communication from transit company and the lack of evidence of an existing claim. I begin my own inquiries and discover that information forinjury claims was noteasily obtained. In fact every attempt I made to obtain contact info for ****** safety manager's was deliberatly withheld. I suffered repeated stonewalling barriers, intentional attempts to prevent me from accessing claim status and blatant lies. I eventually obtained a phone number for ********* *********. But not before enduring unnecessary aggravation and stress. ********* had me recount details that I could recall about initial incident and then validated that I had a legitimate claim. She then informed me that former manager had not file my claim even after discovering liability status. Sherequested 6 days after which she would have a claim info for me. 3 days pass still in a daily struggle trying to get my claim number. I am granted a phone conversation. With an insurance adjuster informs me that vids had been destroyed. And negligent acts by safety manager would not be considered in my claim. He informed me that my claim would be assessed based on his personal opinions. It has been 18+ months. I demand settlement.

  Customer response

  11/23/2024

  I emailed documents and demand letter to **** *********. In the demand letter I gave 3 days to reply. I understand that 3 days is unreasonable. But, I wanted to make the point that the mishandling and negligence demonstrated by ****** and *** created a delay. Also destruction of evidence. This is not my fault nor my problem. For **** to tell me that these actions were not going to be considered in my claim is unreasonable. That is not for him to decide. If they want to insist on minimalizing my claim I will move on to litigation. As stated previously it has been 18+ months and my demand is very conservative given the circumstances 

   

  Business response

  12/05/2024

  Tell December 4, 2024
  
  BBB *****
  ***************************
  **************; 75201
  
  RE:                             Complaint ID.:             22589934
  Complainant:              ****** L. ******
  Insured:                       ****************************
  Insurer:                        ACE American Insurance Company
  Policy No.                    ISA H10821563
  NAIC No.:                     22667
  Date of Loss:                May 4, 2024
  Claim No.:                   190479685-001
  
  Thank you for the opportunity to respond to the above-referenced complaint.  Broadspire ************** is the third-party administrator handling claims on behalf of ************ Insurance Company and their insured Keolis Transit.  Broadspire ************** is not an insurance company.  In a good faith effort to resolve this complaint, Broadspire ************** provides the following information for your records.
  
  This claim was reported to Broadspire by ********* ********* of Keolis Transit on November 14, 2024. It was purported that Ms. ****** reported an injury on May 4, 2023 while boarding the bus at the ****************** in ****, ******, however Ms. ********* of Keolis Transit noted that she could find no written reports or video to document the event and was reporting the claim to Broadspire to investigate the liability and the damages. 
  
  The notice of claim advised Ms. ****** reported the driver had shut the door on her bags which caused the bags to compromise her left hand and wrist and led to injury.  Ms. ****** further reported that at the time of the event her right arm was in a sling due to a shoulder injury.  Ms. ****** informed she had previously reported the event to ***** ********* of Keolis Transit in the immediate days following the event.  Ms.****** has provided copy of the police report she completed the day after the reported loss. 
  
  Our office reached out to Ms. ****** on November 15 and November 19 with no success due to our inability to leave a voice mail message on her line.  We did successfully reach her on November 20, 2024 and completed an interview regarding the details.  Further, our office followed up with email on November 20, 2024 to confirm our requested for all information on her claim. 
  
  On November 22, 2024, we received the demand package from Ms. ****** (summarized below).  On the same day, we emailed Ms. ****** to confirm receipt of the demand package and explain our investigation was continuing as well as asking her to provide any attorney correspondence she may have regarding her claim as well as completing a medical authorization. 
  
  We continue our investigation in occurrence by seeking to speak with ***** ********* to determine his remembrance of the event along with his investigation at the time of the
  initial report and to identify the driver involved to allow for interview into the occurrence.  ************ has been out of office but will be returning this week for our follow up.
  
  With respect to the investigation into the damages we have asked Ms. ****** to provide us with a written execution of authority to secure the medical records in support of injury.  Ms. ****** has declined to provide such authorization.  Ms. ****** has provided a copy of a Notice of Lien,  copy attached, to document billed charges of $6,117.00 with paid benefits of $954.79 and remaining balance of $954.79.  The lien notice does not include sufficient information to identify if the charge is related to the pre-existing right shoulder complaint or the right hand and wrist complaint.
  
  Ms. ****** also provides a copy of a ******************************** Summary Report which states personal care assistance was provided for 7 days a week for 4 hours daily at a total cost of $7,968.00.  The primary injury is noted to be the right shoulder and left hand. 
  
  In further support damages Ms. ****** provides the attached copy of loss wage which states she worked 20 hours per week which was reduced in April 2023 to 12 hours per week and then termination in May 2023 due to second injury.
  
  Without copies of the medical records to support diagnosis and prognosis as well as recommendations of the medical providers with respect to personal care assistance as well as evaluation of work duties we are not able to fully evaluate the damages.
  
  We are committed to work towards resolution of the bodily injury claim of Ms. ****** based on our continuing investigation into the liability and damages of the reported event.
  
  We trust the provided information satisfies your inquiry.  Should you have further questions and/or concerns, please do not hesitate to contact the undersigned.
  
  Sincerely,
  ***** *****, CPCU, AIC Team ***************************************** Texas Service Center
  On behalf of *********** Insurance Company
  ****************************
  *********************************************************
  ********************
  469.654.3567us why here...

  Customer response

  12/05/2024

  I am rejecting this response because:   when I first contacted ********* ********* she asked me to recall the events as I remembered as best as I could. I told her everything. ********* then stated " OK that matches the report I have here, the only problem is that it was never filed". To me this suggested that she had a document of the original report that was filed on May 05, 2023. The reason it was reported the day after was because I was in pain an on medication. I went to sleep when I was home and didn't wake up until after midnight which I the reason the police report was filed the next day. I have not received a copy of my claim documents. I did not file a new report on November 11, 2024. ********* ********* informed me she was filing my original report from May 005, 2023. She did not at that time inform me of video evidence being destroyed. And I had told her that ***** ******* ha informed me of the video evidence showing undeniable liability in May 2023. I have spoken with the driver a few times and she recalls the incident. I also have people who also saw the incident occurring that were riding that bus at the time of incident. I am not willing sign a broad medical release due to the circumstances surrounding my claim. You can see an itemized list of medical bills with codes that you can look up. But if a insurance examiner is not aware of that then I have even more reason to not give you my personal information. This entire process has been stressful and unnecessary. Broadspire has not made any attempt at offering any resolution. I am not asking for an unreasonable amount of damages. And I am not legally required to release my personal information. It has been 18+ months and I have been stonewalled repeatedly from RTC, Keolis transit, and Broadspire. I am prepared to take this to litigation and intend on filing additional claims for damages. ********** has not made any effort to resolve this amicably and it appears I will need to file with appropriate courts as I have no intention of releasing my personal information to people whom have shown nothing but negligence throughout the claims process and no consideration for the approaching statute of limitations timeframe. I would like to put this behind me but I have not received cooperation from anyone whom I have dealt with. I have to question the integrity of a company who boast high safety standards but fails to show concern for the public whom which they serve.

  Customer response

  12/05/2024

  In regards to my lost wages and personal care, when the doors closed trapping my arm and hand, I sustained an injury to my left thumb and had to wear a thumb stabilizer until I healed enough to not be painful when I used it. Due to my existing injury to my right shoulder, I was unable to do normal daily activities because I was unable to use either hand. I am permanently disabled due to my right shoulder injury. I am only seeking compensation for the time period of which I did not have use of my left hand due to the bus door incident. I have worked as a personal assistant as an independent contractor for many years. The letter from my employer at the time of the incident verifies my wages. There are no medical bills for personal care because I did not receive in home care through a physician. However, the person who provided my personal care has 20 years experience and has completed the required 16 hours of training. Personal care for assistance with ADL's is not always covered by insurance and it is very common for a PCA to be an independant contractor. I have provided letters for both wages and PCA for verification. I have also forwarded contact info to the person handling lien. Broadspire is focused on investigating me, when I have my documents and statements in order. But they are failing to investigate why my claim has been mishandled and have failed to produce requested documents. I have made every effort to settle this. The actions broadspire has taken only demonstrates a potential attempt to prevent me from settling my claim.

  Customer response

  12/08/2024

  I noticed that the response shows date of loss as may 4, 2024. This is not correct. The date of loss was May 4, 2023, which puts it at 18+ months without resolution. This delay has caused a concern for statute of limitations, which it seems, broadspire is not showing any kind of care for a timely resolve. The delay was caused by your client. You have a duty to offer some kind of resolution given the negligence and destruction of evidence showing UNDENIABLE liability.

  Business response

  12/30/2024

  December 13, 2024
  
  BBB *****
  ***************************
  **************; 75201
  
  
  RE:                             Complaint ID.:             22589934
  Complainant:              ****** L. ******
  Insured:                       ****************************
  Insurer:                        ACE American Insurance Company
  Policy No.                    ISA H10821563
  NAIC No.:                     22667
  Date of Loss:                May 4, 2023
  Claim No.:                   190479685-001
  
  Thank you for the opportunity to respond to the above-referenced complaint.  Broadspire ************** is the third-party administrator handling claims on behalf of ************ Insurance Company and their insured Keolis Transit.  Broadspire ************** is not an insurance company.  In a good faith effort to resolve this complaint, Broadspire ************** provides the following information for your records.
  
  We do confirm the date of loss was May 4, 2023 and have updated the information in the caption of this response.  We do apologize for this error. 
  
  Our office will continue to investigate and evaluate this claim for resolution.  It is common practice to secure any related medical information to support any associated ********.  Without the requested medical information or a signed medical authorization, we are unable to properly evaluate the billing documentation that has been provided.  We appreciate the additional narrative provided regarding the ************* care assistant) and we will continue to pursue Ms. ****** for medical records associated with any attached ******** or a signed medical authorization so we may secure what is needed to properly evaluate and resolve this matter. 
  
  We trust the provided information satisfies your inquiry.  Should you have further questions and/or concerns, please do not hesitate to contact the undersigned.
  
  Sincerely,
  ***** *****, CPCU, AIC Team ***************************************** Texas Service Center
  On behalf of *********** Insurance Company
  ****************************
  *********************************************************
  ********************
  ************

• Initial Complaint

  11/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been injured with them as my workers comp company for a year now. In that time an adjuster has called me 3 times. I've called 31 times over the course of 30 days left 7 voicemails and sent 2 emails and 7 texts. I've sent emails to **** ********* my adjusters boss and have yet to have any response. I've had not 1 but 2 adjusters who are like this and the first one openly admitted to dodging my calls because they didn't have answers to the questions I have asked..... even said my case nurse was told not to talk to me and she didn't reply or respond till she was no longer my nurse. Continuity of care isn't a thing with these people I've had 2 adjusters and 3 case nurses. I've even had to track down the manufacturer of my own tens unit to try and buy the items I needed for pain relief myself because they said nobody from broadspire is answering the phones. Adjuster and nurse both told me they are unsure after my FCE if they will continue paying for my medicine or doc visits and wouldn't respond to give me an actual answer so not only did I NOT have pain meds I had no care from anyone and NOBODY answered the phones. Not to mention they had me at home on bedrest because they dragged their feet so long that I now have arthritis in my hips and part of my spine which two of the docs they have sent me to believe it's probably why I didn't get better. The lack of respect or care from this company is astonishing.

  Business response

  11/22/2024

  Thank you for the opportunity to respond to the above-referenced complaint matter involving the insured, ********************,  and the claimant, **** ****.  
  Broadspire, a ******** Company is the third-party administrator handling claims for ******************** on behalf of Safety *****************************. Broadspire is not an insurance company. In a good-faith effort to resolve this complaint, ******** & Company provides the following information for your records.
  We have reviewed our file materials on this Iowa workers compensation claim and we respectfully disagree with the allegations presented.
  Upon receipt of the complaint, our office reached out to the complainant and advised of offers to assist him in further treatment as part of his workers compensation claim.  Our work to continue to attempt to assist in the concerns of his claimed conditions remains our priority and we will continue to work with all parties to reach an acceptable resolution. 

• Initial Complaint

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I filed a complaint with Broadspire's ******************************** on 10/30/2024 after my car was struck by one of Broadspire's insured drivers, an accident for which that driver was solely liable. I was given a case number and told an adjuster would contact me shortly, and that if I failed to hear from them or had any questions, I should call Broadspire's ********************** at **************. That number is invalid--the phone just says "calling" without ever ringing, let alone connecting, until the "call" is dropped altogether. No email address was ever provided, and the confirmation that I had filed a complaint with ******** cautioned that it came from an unmonitored email box. A week after filing my claim, my car remains undriveable. Yet I still have not been contacted by an adjuster, and have no way of reaching the company.

  Business response

  11/21/2024

  November 21, 2024
  
  Dispute Resolution Department
  Better Business Bureau
  ****** / ******* / *************
  ********************************************************************************************
  
  Email Address: ***************************************************
  
  
  RE :                  BBB Case No.:              22521556
  Complainant:               ***** *******
                          Insured:                      Genuine Parts Company
                          Insurer:                        ************ Insurance Company
                          Policy No.:                   MWTB31404724
                          NAIC No.:                     XXXX
                          Date of Loss:                10/30/2024
                          Our File No.:               ********* File number ********* is a duplicate.
  
  
  Dear ************
  
  Broadspire *************is in receipt of correspondence in reference to the above captioned matter.  Broadspire *************administers the third-party liability claims on behalf of ************ Insurance Company and their insured, Genuine Parts Company. Please accept this response on their behalf.   
  
  It is our understanding that Mrs. ***** ******* expressed displeasure with the handling of the above noted claim.  We have reviewed the file and we offer the following in response.
  
  The clients manager, ******* ********* reported this automobile accident on October 30, 2024, and claim number ********* was assigned. Apparently, Mrs.***** ******* also reported the accident on October 30, 2024, and claim number ********* was assigned. Given duplication of claims, claim number ********* was deleted, and the incident is being handle under claim number **********
  
  Our records show the assigned adjuster attempted to contact Mrs. ******* on November 1, 2024, at phone number ************* and left a call back voice message and sent a contact letter.  The adjuster attempted to contact Mrs. ***** ******* via phone once again on November 4th and 5th, and left call back voice messages both times.
  Upon receipt of the BBB filing on November 7, 2024, the Team manager reached out to Mrs. ***** ******* and discussed this matter with her. Mrs. ******* conveyed that she does not remember receiving any voice messages from the assigned adjuster. A loss description was obtained from Mrs. ******** and we requested a repair estimate and photos from her body shop of choice, to review and approved.
  
  Mrs.******* submitted a repair estimate and photos of her vehicle on November 8, 2024,and the adjuster requested a desk review. The requested desk review report was received on November 14, 2024.  The ******** & Company appraiser approved $3,458.79 of Mrs. ******* shops estimate of $4,592.21. The difference of $1,133.42 was because the shops estimate had OEM part prices as opposed to aftermarket prices for the 2009 ****** Impreza. The difference in estimate was explained to Mrs. ********
  
  The property damage repair check in the amount of $3,458.79 was issued to ************ body shop, Caliber Collision, on November 14, 2024. A copy of our approved desk review report was emailed to Mrs. ******** and a rental vehicle assignment was created with Enterprise for Mrs. ********
  
  A property damage release was emailed to Mrs. ******* on Tuesday November 19,2024.  The adjuster requested a signed copy of the release, and a copy of Mrs. ******** vehicle registration card (to support ownership).
  
  ************ vehicle is scheduled to go into the body shop on December 2, 2024.  The adjuster will continue to monitor the file for any supplemental damage estimate or rental extension request.
  
  Should you have any additional questions, please do not hesitate to contact me.
  
  Sincerely,
  
  ****** ***-***, CPCU, AIC
  Liability Team Manager
  Broadspire
  P.O. Box 14344
  ****************************
  phone:  ************
  fax:  ************
  email: **********************************************************************************
  web: ************************************

  Customer response

  11/22/2024

  I am generally satisfied with the business's response, but extremely uncomfortable with the huge amount of personal identifying information detailed therein, including my full name and telephone number. I cannot approve any response that includes this information. Should they wish to provide a clean version with all information relative to "the client" (that is, me) anonymized, in keeping with BBB guidelines, I will be happy to review it anew.

  Customer response

  11/22/2024

  I have reviewed the business response and accept this resolution. I am generally satisfied with the business's response, but extremely uncomfortable with the huge amount of personal identifying information detailed therein, including my full name and telephone number. I cannot approve any response that includes this information. Should they wish to provide a clean version with all information relative to "the client" (that is, me) anonymized, in keeping with BBB guidelines, I will be happy to review it anew.

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Slow to non respond for company.l On 9-24-2024 is was advised to contact Broadspire Insurance Company due to a accident I was involved in on 9-18-2024 The company still have not made in planes on fixing my vehicle on getting me a rental car. Calls unanswered by agent and supervisor

  Business response

  10/23/2024

  October 23, 2024
  
  Better Business Bureau
  ************
  ******************************************
  
  RE:BBB Complaint:     22427648
  Complainant:             ******** ******
  Insurer:                        Empire Fire and Marine Insurance Company
  Insured:                       Sixt Rent-A Car
  NAIC No:                      21326
  Policy No:                    RSI181704703
  Date of Loss:               September 18, 2024
  File Number:               190438833-001
  
  To Whom it may Concern:
  
  We are in receipt of ******* ****** filing of the Better Business Bureau Complaint dated October 15, 2024.
  
  Broadspire is a Third-Party Administrator handling claims on behalf of ******************* applicable to the captioned date of loss. 
  
  We apologize for any actual or perceived delay in the handling of your claim.Regarding the applicable complaint, we offer the following response: 
  
  This claim was reported to Broadspire on Friday, September 20, 2024. It was assigned to an examiner on Monday, September 23, 2024. The examiner spoke with Mr. ****** via telephone on September 24, 2024, and started the liability investigation, which included reaching out to the renter to confirm the facts of loss. On October ******, the examiner received a response from the renter confirming the facts of loss and was able to finalize and accept liability. That same day he set up the appraisal with *************** to obtain an estimate for the damages to ********* vehicle. According to the timeline on the estimate, *************** did not start on the appraisal until October 14, 2024.
  
  The examiner reached out to ************* October 23, 2024, and advised that he received the completed estimate and would send it to Mr. ****** via email and he would also issue payment for the estimate amount. That check has been issued. 
  
  We hope this addresses Mr. ****** concerns. If he has any additional questions, he may reach out to the undersigned.
  
  Sincerely,
  
  
  ******* *********
  Team Manager
  Broadspire ************, a ******** Company
  Southern ************** ***********
  
  P ************ - F ************
  E **************************************************************************************************
  W ************************************
  A *******************************; 40512-4875y here...

  Customer response

  10/23/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It happened on last November 2023. This companies' insured vehicle (Budweiser Truck) damaged my business property ( Gas pumps), and this company only take care half of the issue and the rest half they did not finish until now. At this moment, they are not picking up the calls or any desire to finishing up on what they started. It is affecting my business sales and revenue.

  Business response

  10/08/2024

  10/08/2024
  
  Better Business Bureau
  1601 Elm St.
  Suite 1600
  Dallas, TX 75201
  
  
  BBB ID No.:        22361672
  Claim No.:         190215322-001
  Claimant:           MAQ Management II LLC (Jose Thomas)
  Insured:               Bernie Little Distributing
  Policy No.:         BAP 030423904       
  Date of Loss:    11/17/2023         
  Type of Loss:     Commercial Auto/Casualty        
  Insurance Co.: Zurich American Insurance
  
  To Whom it May Concern:
  
  We are in receipt of the above referenced Better Business Bureau complaint dated September 30, 2024, pertaining to the above captioned claim, adjudicated by Broadspire. Broadspire Services, Inc., a subsidiary of Crawford & Company, is a third-party administrator assigned to act on behalf of Zurich American Insurance Company, to process claims.
  
  In this complaint, Jose Thomas reports that Broadspire has failed to work with him to resolve his claim.  He indicates we have only taken care of half of the damages to date.  We have reviewed our file materials, and we offer the following response.
  
  The incident happened on November 17, 2023, and was received in our office on November 21, 2023.  The assigned adjuster was able to reach Mr. Thomas on November 30, 2023.  We retained and assigned an independent adjusting firm, Alacrity on December 1, 2023.
  
  We received the independent estimate back on December 7, 2023.  This estimate included damages that our insured did not cause (damage to an awning) and we requested a supplement estimate to be completed that removed damage our insured did not cause.
  
  The independent adjuster was able to locate a refurbished gas pump that was in similar condition to the one that was damaged by the insured.
  
  We advised claimant we could make a payment based on the estimate and if the repairs could not be completed for that the independent adjuster would work with this contractor to for anything additional owed. 
  The adjuster had a conversation with Tyler Guardian with Petroleum Equipment Industry, who completed an estimate for this damage for the claimant.  Mr. Guardian advised the adjuster that the repairs could be completed based on the estimate written by the independent adjuster.  Mr. Guardian did indicate there could be an issue with the credit card reader, however there would be no way to know that until it is hooked back up.
  
  Since the conversation with the contractor and the issuing of the payment we had not heard back from the claimant, or anyone associated with the claim until the last few weeks.  We received voicemails that were returned but appears we were unable to leave voicemails.  
  
  Based on all information received to date it appears we have paid for damages caused by our insured to be repaired. If there were additional damages or if the repairs could not be completed as written, we will work with the claimant and their contractor through the independent adjuster already retained on this file.
  
  Please advise if there are any further questions or concerns.
  
  
  Sincerely,
  Broadspire Services, on behalf of Zurich American Insurance Company
  
  
  
  Kevin D. Wild, CPCU, AIC
  Dallas Service Center
  Broadspire – Houston Branch
  P.O. Box 14351
  Lexington, KY 40512-4351
  

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company has once again delayed my disability payments with no explanation. I have not been able to get in touch with anyone about the matter. The payment was supposed to mailed out on 9/23/24, and I have yet to receive anything. Nor has anyone reached back out. I emailed the Adjuster and there has been no call back or response. I depend on that income to pay my rent and because of it, I am at risk of possibly becoming homeless. This company has been very negligent without consequences.

  Business response

  10/07/2024

  We have communicated directly with the consumer regarding her claim and her worker's compensation claim.

  Should you have any additional questions, please let us know.

  Customer response

  10/07/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was injured while working in June of 2024. My employer and I submitted a claim through Broadspire. It took a few weeks to get the ball rolling but once we did things were fine- until I was released by the Dr. ** that point Broadspire has delayed all communication for me to receive the other portion of my pay. They only were paying me less than 1/3 of my pay. My employer sent over verification weeks ago and Ive reached out to my adjuster by email, text and left voicemails- with NO response- just crickets! Prior to receiving the verification from my employer they stated that it was my employer they were waiting on- which wasnt the case at all- in reality my adjuster NEVER sent the form until I asked about it. Now Im getting no response and havent received the other portion that Im owed. If this doesnt help me get an actual response with results I will be forced to seek attorney counsel. And I do not want to go that route.

  Business response

  09/20/2024

  We communicated with the consumer directly and resolved her concern.

*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. ↩