Complaints

This profile includes complaints for Old American County Mutual's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Old American County Mutual

  PO Box 793747 Dallas, TX 75379-3747

• 

  Old American County Mutual

  P.O. Box 1808 Rockwall, TX 75087

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.

• Initial Complaint

  Date:11/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I have had insurance with Standard for over 5 years. I received a notice on 10/23/23 that they dropped ins. on both of our vehicles. The letter was dated 10/17/23 on the cancellation. The reason it was dropped was THEIR fault and they told me this. We own a truck worth over $60,000 and they insured this truck almost a year ago. THEY did not report this to who they were supposed to so my insurance was cancelled due to them s******* this up. I talked to a guy named ***** and that is what he told me they never reported the value. The letter I received was AFTER they dropped us! No phone call they screwed this up and tried blaming me when I called! They would not fix the date so I would not have a lapse in my ins, since this is on them, they should have. This cost me A LOT of money to get new insurance. When I added the truck months ago, I was never told any of this they did not do their job and I had to pay for it.

  Business Response

  Date: 11/09/2023

  We have included our Response Letter and some additional attachments.  Thank you.

  Customer Answer

  Date: 11/09/2023

  I read the letter they sent to you. They lied saying they contacted me on the value of the truck they insured in February 2023. I was NEVER contacted again until I received letter of cancelation AFTER the date it was canceled. We had automatic withdrawal from our bank account, so it was paid monthly. There was never a nonpayment. I was told when I called that they dropped the ball on putting in the value of the truck, so I was dropped, and they sent a letter after they dropped my insurance. I was not ever told in Feb. 2023 that I needed to turn in anything on the value of the truck. It was not my responsibility to do that. It was on the agent I talked to, and that agent told me that when I called in Oct. If this is on someone else, they never told me that and I talked to them several times the day I got the letter in Oct.  

  Business Response

  Date: 01/31/2024

  Good afternoon Better Business Bureau,
  
  This is to acknowledge receipt of the complaint forwarded to our office. 
  *****************************, has responded on our behalf, stating their position regarding the complaint. 
  Please note that some information is confidential and for the safety of our insured, your discretion is appreciated.
  
  Notify us immediately if you are unable to open the attachments. 
  
  Thank you.

• Initial Complaint

  Date:11/03/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  The insured had an incident that resulted in damage to my home on 9-21-2023. I filed a claim with *********************************** *************) and have provided all required documentation. The police report states the insured is at fault. I've provided video and pictures as well as 2 estimates to fix. The adjuster will not return my calls or messages sent through their portal. I've contacted the supervisor and left multiple messages with no return call. The incident happened on 9-21-2023 and I've paid $3000 to repair my home. I cannot get answers regarding the claim and cannot involve my homeowners insurance because the damage to repair didn't exceed my deductible. I'm not sure what my recourse is because I am not the insured. I want someone to contact me and answer my questions regarding the claim. Claim # **-00239148 *********************** - adjuster x32463 *************************** - supervisor x32203

  Business Response

  Date: 11/10/2023

  Good afternoon Better Business Bureau,
  
  This is to acknowledge receipt of the complaint forwarded to our office. 
  United, has responded on our behalf, stating their position regarding the complaint. 
  Please note that some information is confidential and for the safety of our insured, your discretion is appreciated.
  
  Notify us immediately if you are unable to open the attachments. 
  
  Thank you.

  Customer Answer

  Date: 11/14/2023

  I have reviewed the business response and accept this resolution. 

  Although they still have not contacted me via phone call. I have received the check and accept this payment and consider the matter resolved. 

  Thank you for your intervention. 

  ***********************;

• Initial Complaint

  Date:10/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  My son filed a claim with Old American Co Mutual for an accident on 9/13/23. The police (Ofc. ****************** of HPD ***************) told both parties the car with Old American was at fault. My son was sent a letter informing him of the claim (Sigo ********) and policy in play (SIGOTX *********) and that an adjuster would see us within 24 hours. A week later the adjuster, *******************************, called my son and asked for the Crash Report and photos of the damage vehicle and that she would call within the next few days. We sent her both the ** and the photos but as yet, have heard nothing. It has been almost a month now with numerous phone calls to Old American and Sigo (the broker). Contacting the adjuster *************************** directly both via email and phone has resulted in no response. Repeated calls the the managing agency gets the same response - to leave word with ******************** or that they've "contacted her supervisor" to no avail. In sum, with documents from the insurance company in hand, as well as submissions of ** and photos to Old Mutual, we still are waiting weeks later for any adjuster to actually see the car in-person and give an initial offer settlement for us to fix the car.

  Business Response

  Date: 10/18/2023

  Good afternoon Better Business Bureau,
  
  This is to acknowledge receipt of the complaint forwarded to our office. 
  Sigo ***************  has responded on our behalf, stating their position regarding the complaint. 
  We have attached a copy of the confirmation page of what was uploaded to your portal. 
  We kindly ask that you confirm receipt of this email, as a confirmation for our records.
  
  Thank you.

  Customer Answer

  Date: 10/23/2023

  I have reviewed the business response, and while there would be disagreement as to some details of when information was submitted and acted or not acted upon, nevertheless, I accept this resolution. 

• Initial Complaint

  Date:09/15/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I was involved in an an auto incident. I am trying to follow up and file a claim on Old American County Mutual ****************** and there is no way to speak to a representative. The automated system is asking for a policy number which I provide and does not find it and hangs up. I called every line and extension within their directory and all roll over to voicemail with no call back. Phone number I am reaching out to is ************

  Business Response

  Date: 09/26/2023

  Good afternoon Better Business Bureau,
  
  This is to acknowledge receipt of the complaint forwarded to our office. 
  Sigo ************************  has responded on our behalf, stating their position regarding the complaint. 
  We have attached a copy of the confirmation page of what was uploaded to your portal. 
  We kindly ask that you confirm receipt of this email, as a confirmation for our records.
  
  Thank you.

   

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

• Initial Complaint

  Date:08/09/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 September 11, 2022 one of there "insured" drivers by the name of "*********************************" license plate #*******, Policy #***************, hit my vehicle 2018 ************ and ran in his Tan 2008 ***** Avalanche before being caught by the police. My insurance has contacted their insurance and there's been radio silence. They're SCAMMERS. THEY ARE A FRAUDULENT BUSINESS.

  Business Response

  Date: 08/22/2023

  This is in response to complaint (Case # ********) received by Old American County Mutual by a ***********************, a third party claimant on an auto accident that occurred almost 1 year ago, on September 11, 2022.  Our insured is ******************************** who insures a 2008 Chevrolet Avalanche.  The claim was reported a month later on October 10, 2022 by GEICO ***************** on behalf of complainant *****. 

  GEICO reported that our insured *************************************************************************** a hit and run accident and being driven by an unknown driver. Unfortunately, we were unable to confirm if the driver was covered as our insured breached the contract by not responding to any calls or correspondence from us. This matter is under Reservation of Rights and we remain unable to confirm coverage for the loss. 

  GEICO paid the claim on behalf of the complainant and we notified them of our position. GEICO or complainant may need to take legal action but until we have cooperation from our insured and compliance with the policy, we are unable to take any further action.  

  *******************, Vice-President of ************************************ LLC

  Business Response

  Date: 08/22/2023

  Good afternoon Better Business Bureau,
  
  This is to acknowledge receipt of the complaint forwarded to our office. 
  Venture ***************  has responded on our behalf, stating their position regarding the complaint. 
  We have attached a copy of the confirmation page of what was uploaded to your portal. 
  We kindly ask that you confirm receipt of this email, as a confirmation for our records.
  
  Thank you.

• Initial Complaint

  Date:05/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I filed this claim on 4-20-23. My hood, both front fenders, and windshield are damaged. I can not open my hood. Im not sure what kind of operation you are running, but I CANT get in touch with your so called "adjustor" ************************. I have called approximately 20 times and left numerous emails. This has became a big problem for me! As a contractor I deal with insurance companies DAILY and have never been given treatment like I am getting from my own insurance BlueFire. This email will be sent to my attorney as well, I demand resolution! All I want is my truck repaired, that's the reason I pay you for insurance!

  Business Response

  Date: 05/05/2023

  Good afternoon,

   

  Attach is a complaint that came in our office with limited information.

  Unfortunately, there is not sufficient information.

   

  In order to assist you, we ask that you send ** all of the following information.

                         Our insureds complete and valid policy number, including all the letters at the beginning.

                         Our insureds complete and valid claim number, including all the letters at the beginning.

                         The police report on this accident.

                         The adjuster who opened this claim.

                         The company that handled your claim.

   

  Thank you.

   

   

     

• Initial Complaint

  Date:11/16/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  My name is ***** ******. I got hit and run from ******* ****** who is insured by Old American County Mutual. I police report after they verify cameras all cameras and I'm trying to contact the company but seem like all they numbers are out of the service. I need help to get in touch with company. Thank you

  Business Response

  Date: 02/16/2023

  Business Response /* (1000, 5, 2022/11/29) */ Good morning Better Business Bureau, This is to acknowledge receipt of the complaint forwarded to our office. ***** ******** has responded on our behalf, stating their position regarding the complaint. We have attached a copy of the confirmation page of what was uploaded to your portal. We kindly ask that you confirm receipt of this email, as a confirmation for our records. Thank you. Consumer Response /* (2000, 7, 2022/11/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) They response right after my complain. I appreciate they response

• Initial Complaint

  Date:08/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Our car was crashed by a policyholder of this insurance company. He provided us with the insurance information and only a driver's license from Mexico and then took off without waiting for the police. We have been trying to contact this insurance trying to get our car repaired, but after waiting all day on the phone then got hung up on afterward. We need to get the matter resolve, and we will try to contact our police department to get some help. Old American Insurance is selling insurance to a person without an instate driver's license.

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/09/01) */ Good afternoon Better Business Bureau, This is to acknowledge receipt of the complaint forwarded to our office. Connect MGA, has responded on our behalf, stating their position regarding the complaint. Please note that some information is confidential and for the safety of our insured, your discretion is appreciated. Notify us immediately if you are unable to open the attachments. Thank you.