ComplaintsforHallmark Financial Services

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hallmark Financial sent us a "Notice of Conditional Renewal". Neither my husband nor I have no idea what this is about. We have tried to make contact multiple times, left messages etc. Nobody ever answers the phone, nor do we ever get a call-back. At this point this seems like a complete scam.

  Business response

  03/20/2024

  Hallmark Financial is in receipt of this complaint.  Unfortunately we are unable to identify the policy or appropriate business unit contact without additional information.  ************************* has attempted to reach *************** by phone but was unsuccessful.  In addition, we have sent an email to the complainant with information on how to best contact Hallmark Financial to resolve her issue (copy attached).  We are happy to assist *************** with this matter in whatever way we can once we receive sufficient information at *************************************************.  

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I submitted a claim with Hallmark County Mutual on January 22nd after being hit by one of their insured vehicles. Ive submitted all my info and damages then, yet I havent heard from my current adjuster or been able to reach her. This being the second adjuster theyve assigned to me since the incident.

  Business response

  03/18/2024

  Dear Sir/Madam:
  Effective *********************** *********** **** is handling this claim for Hallmark County Mutual Insurance Company
  (Hallmark) with respect to the above-referenced matter. Hallmark acknowledges receipt of the above
  claim.
  Please allow this letter to serve as our response to your recent inquiry dated March 4, 2024, regarding the
  above-reference loss and complaint.
  We had been working to reach our insured to confirm their involvement and liability as there was not a
  police report or other documentation available to confirm this. We have since spoken with our insured and
  confirmed what we needed to proceed with taking care of the damage to Ms. ***** vehicle.
  We have been in communication with ************ regarding the matter. We are in the process of working with
  ************ to have an estimate completed as we work towards resolution of her claim.
  We now consider this matter resolved. Please do not hesitate to contact me with any questions or
  comments that you may have regarding this matter.

• Initial Complaint

  02/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I've failed an auto accident claim for a crash on December 25th and haven't heard from my claims adjuster. I've left multiple voicemails to just get a update but haven't heard from anyone. I'm being charged for parking fees by the auto repair shop waiting for a response.

  Business response

  02/22/2024

  We reached out to the insured to handle his claim prior to receiving this complaint, but we were
  unable to reach him. We were able to reach the body shop where the insured vehicle was located
  and obtain damage photos. At that time, we set up an appraisal for his vehicle and it was determined
  to be a total loss. We did transfer ************* feature to a total loss adjuster for further handling
  and that adjuster did reach out to ************** on February 9, 2024 with an offer for settlement of his
  claim. We are still pending a letter of guarantee from the insureds lienholder and final total loss
  documents to finalize his settlement, which is currently in process.

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was in a car accident on 8/1/2023 the other party was at fault. Hallmark is the other parties insurance company. Due to it being a business car that hit me, it took longer for them to investigate the claim. (Which the officers report puts the other person at fault, and video footage there was no question who was at fault) Ms. **** finally contacted us weeks after the claim said she had been sick, took another week to make sure everything was correct with that guys insurance. Towards the end of August she sent a **** dollar check for my deductible, so my insurance to start fixing it. I sent her an email in September asking about the second part of the claim with the medical bills and loss of car. She informed me that she had everything she needed and would get back to me with a offer. That was 13 days ago, I at first emailed every other day saying hey would like to know how your company handles this process what is the time frame ect. she ignored me. Then I began emailing every day, asking the same thing. If I just knew the time line and the process I would be happy. But I feel like this company is the rudest, most difficult company I have ever dealt with. I honestly have had the hardest time just getting a response. I do not want to have to get a lawyer but they wont even tell me a time line. I expect someone to just answer my questions and give me an update.

  Business response

  10/06/2023

  Effective Claims *********** **** is the third-party administrator handling claims for Hallmark Specialty
  Insurance Company Hallmark with respect to the above-referenced matter.
  I am writing to you in response to the complaint received from ***************************** with consumer
  complaint ********. It appears that the adjuster, ***********************, has missed communications from the
  claimant on several occasions, prompting the complaint.
  ************** deductible reimbursement was issued as of August 23, 2023. No other claim payments have
  been made as of this time. As of September 29, 2023, an offer for loss of use and each of the injury claims
  has been extended and we are currently awaiting a response in an effort to resolve ************** claim.
  Hallmark Specialty Insurance Company values and respects the Better Business Bureau and the complaint
  process. If you require any additional information on this matter, please do not hesitate to contact my office
  as we welcome the opportunity to review new information related to this matter.
  Sincerely,
  ***************************************
  Hallmark Specialty Insurance Company
  
  

  Customer response

  10/07/2023

  I am rejecting this response because:   I have responded to the offer twice, checked for an update at least once, was told to contact **** by 10/6 for an update and she would respond..... she didn't.. the communication is awful. I haven't heard anything else. 

  Business response

  10/18/2023

  ************** deductible reimbursement was issued as of August 23, 2023. The bodily
  injury claims for complainant and the passengers of the vehicle were settled on October 12, 2023.
  ************ was issued payment to cover loss of use expenses for the time she was without her vehicle.
  Progressive was paid for their subrogation demand less the $2,000 deductible as
  of today, October 17, 2023.

  Customer response

  10/18/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We filed a claim on hail damage to our used car lot on 07/10/2023. *************************** is our contact He refuses to answer our emails and phone calls. The claim # is 2638ok116365. Thank you for any help you can give us. ****** email is *************************************** His phone is ************.

  Business response

  08/17/2023

  Dear Better Business Bureau,
  I am writing to you on behalf of Hallmark National Insurance Company.
  Please allow this letter to serve as our response to your recent inquiry dated August 8, 2023, regarding
  the above-reference loss and complaint.
  Our handling adjuster and team have had direct communication with our insured contact, ****************
  regarding settlement of the hail claim and payment has been issued as of August 11, 2023. The preliminary
  estimates have been completed and provided to the insured at this time. Should there be any
  supplements in the future for additional damages on any of the involved vehicles, they should be emailed
  to us at ********************************.
  Hallmark National Insurance Company values and respects the Better Business Bureau complaint and
  resolution process. If you require any additional information on this matter, please do not hesitate to
  contact my office.
  Sincerely
  ***************************************
  Claims Manager
  Hallmark National Insurance Company

  Customer response

  08/17/2023

  ********************* contacted us on 8/11/23 with estimate of hail damage. We let ****** know that we do not have a $1,500.00 per unit deductible on each vehicle. ****** said he would get back with us on that. Have not heard back from ****** since 8/11/23.  

  Business response

  09/15/2023

  The handling adjusters manager and other team members have had direct communication with our insured contact, **************** regarding settlement of the hail claim. Claim payment has been issued and received by the insured as of September 12, 2023.The preliminary estimates have been completed and provided to the insured at this time. Should there be any supplements in the future for additional damages on any of the involved vehicles, they should be emailed to us. The insureds policy provides that a deductible applies to all involved vehicles in Wind, Hail and Flood events with no maximum. If you require any additional information on this matter, please do not hesitate to contact my office. 

• Initial Complaint

  02/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Yes, I made a deposit towards the services of Hallmark insurance for auto dealer insurance. At the time I signed the agreement everything was ok for the building I was leasing but, 3 weeks later the person I was leasing the building for my business didn't want to go through will his part to make sure I will be in business and wanted to stop deal. I reached out to my agent to contact Hallmark to cancel and refund what I put on deposit. Me and my wife kept getting run around then gets a later stating they are canceling because of inspection. Call my agent again letting him know that we don't have a building to inspect for our building and we just want to get our money back until we are able to get a building. It's been 3months now and nothing. We feel robbed because Hallmark will not help us or talk about our money.

  Business response

  03/22/2023

  Business Response /* (1000, 5, 2023/03/09) */ March 9, 2023 Better Business Bureau of Texas 1601 Elm Street, Suite 1600 Dallas, TX 75201 Re: Case Number XXXXXXXX Hallmark Insurance Company, **** XXXXX Gentlemen: This complaint was dated 2-24-2023. The complaint deals with a common practice of charging a minimum percentage of the total policy premium, in the event of midterm cancellation by the insured. The minimums are generally consistent in the industry and are associated with expenses incurred in underwriting the risk. In this case, the policy minimum earned percentage was 25%. On February 7, 2023, our agent requested that we waive the 25% minimum earned provision of our policy. We agreed to that request. On March 1. 2023 the cancellation endorsement to the policy was processed, returning $xxxx, which is the result of the proration of the total policy premium for the period of coverage. In summary, Hallmark had already agreed to waive the 25% minimum before this complaint was filed. Premium has been returned and the insured should look his retail agent for that return premium. Regards, **** ******* Vice President - E&S Contract Binding

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a claim with Hallmark insurance after I was hit by a truck they insure. The owner of the truck was not driving, her daughter was (they reside in the same home). I was stopped at light when I was rear ended. The driver was intoxicated and left the scene, but I was able to get many clear and identifiable photos of the truck, driver & plate. I waited a month, then I called to see what was going on with my claim and was told it looked like everything was in order and he wasn't sure why my claim had not been paid & closed yet, but he would have someone call me back. 2 weeks later I called and left message. 3rd week I called and left another message. Finally I got a call back from an investigator saying that the person driving wasn't on the policy so they were not going to pay. That same day I got a call from the person handling the claim who worked for Hallmark ins. She told me there was no coverage at the time of the accident so they wouldn't pay for the damages. I asked for proof and it's been another month and still I've received no communication from them on this matter. This is such bad business practice! I question their ethics. I've been more than patient and they have done nothing but lie to me. I live in AZ & here the insurance covers the car when someone else is driving. The owner(the driver's mom), obviously knew her daughter was driving her truck so insurance needs to pay for the damages. At the very least, they could send me proof that there was no coverage, if that's the case. But I got 3 different stories from 3 different people about my claim. I'm frustrated with this company & their unwillingness to do their job ethically & honestly! If all insurance companies operated like this there would be no need for insurance companies. They refuse to settle fairly. Who needs insurance if I'm left paying for my own damages when their policyholder was at fault?! Drunk driving hit & runs, are no problem for them I guess?! It's a huge problem for me though!

  Business response

  12/20/2022

  Business Response /* (1000, 5, 2022/11/29) */ Effective Claims Management, Inc. is handling this matter for American Hallmark Insurance Company of Texas ("Hallmark"). Please allow this letter to serve as Hallmark's response to your recent inquiry dated November 15, 2022, regarding the above-reference loss and complaint. We received this claim on August 22, 2022, and after an in-depth coverage investigation, Hallmark confirmed that, ******* ***** was operating the 2008 Dodge Dakota listed on our insured policy. Hallmark's named insured, ***** ***** ********** signed a named driver exclusion form. This form excluded ******* **** with respect to coverage from this policy. Based on this endorsement, Hallmark will not pay damages, expenses or loss for any negligence which may be imputed to you by law arising out of the ownership or use of any auto or trailer by "The Excluded Driver". Due to a lack of cooperation from our insured into the claim investigation, Hallmark had to utilize our SIU department to assist with the coverage investigation. After concluding our investigation, on October 4, 2022 we advised Ms. ******** ***** of the coverage denial. We had a secondary conversation with Ms. ***** on October 12, 2022 to clarify her questions. Hallmark has determined that this matter is resolved. Attached is a copy of the exclusion form and coverage denial. If you require any additional information on this matter, please do not hesitate to contact my office. Sincerely, Erin ******** Vice President Claims XXX-XXX-XXXX x XXXXX

• Initial Complaint

  08/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This complaint is in regards to Hallmark Claim # PAZXX-XXXXXX-IA. I was hit by a driver that carried Hallmark's insurance on 12/22/2021 and I have still not seen a resolution. My vehicle was parked in front of the house I was renting out when it was hit. The driver of the insurance policy hit my car because he dropped his coffee and then attempted to pick it up and ran into my vehicle, therefore he was 100% at fault, which is backed by police reports and the claim. My overall experience with this insurance company has been completely horrible from the date of the accident. Hallmark refused to tow my car immediately after their driver hit me, which meant I had to use my own insurance to tow the vehicle because I didn't want to allow them to place any damages on me for leaving my car. Everything has been resolved with the claim, minus compensation for my rental costs and my request for compensation for the diminished value of my vehicle due to the accident. I have provided proof of rental expenses... called them several times, and been kicked around to different agents, which I assume are tactics to keep from paying me what is owed to me. I am filling this complaint as a last resort because Hallmark is refusing to reply to my emails and return my phone calls now. I would like to see reimbursement for my rental expenses and compensation for the depreciation value of my vehicle.

  Business response

  09/26/2022

  Business Response /* (1000, 5, 2022/08/12) */ August 12, 2022 Better Business Bureau Serving N Central Tx. 1601 Elm Street, Suite 1600 Dallas, TX XXXXX-XXXX Complainant: ****** *********** Claim #: PAZXX-XXXXXX Date of Loss: 12/22/2021 Your Case#: XXXXXXXX NAIC ID: XXXXX Fed. Tax ID: XX-XXXXXXX Dear Sir/Madam: Effective Claims Management, Inc. is handling this matter for American Hallmark Insurance Co of TX ("Hallmark"). Please allow this letter to serve as Hallmark's response to your recent inquiry dated August 2, 2022, regarding the above-reference loss and complaint. We received this claim on December 22, 2021. After an in-depth investigation, we confirmed that the Hallmark driver was negligent for the damages to the 2018 Chevrolet Malibu. The claimant reported damages to the 2018 Chevrolet Malibu and Hallmark has paid for the repairs as requested. Due to this complaint, we spoke with the complainant to confirm that the repairs have been completed, but if additional damages are found, we explained the supplement process in detail. The complainant requested additional rental and diminishment of value to the 2018 Chevrolet Malibu. Hallmark has settled the diminishment of value claim and we have secured an executed settlement release from the complainant. Also, the customer provided an additional rental reimbursement receipt, which Hallmark has paid. Attached are copies of the settlement checks and releases discussed above. Hallmark considers this matter resolved. If you require any additional information on this matter, please do not hesitate to contact my office. Sincerely, **** Christwell **** Christwell Director, Claims Effective Claims Management (XXX)XXX-XXXX

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife was T-Boned by Juan Rubio (Policy # OKAXXXXXXXXX) on March 11th, 2022 at 6:30am CST on the on-ramp of Southbound 169 coming off of Eastbound 244 in Tulsa, Oklahoma. He accepted that it was his fault for losing control of his truck and hitting her. No police report was issued because Tulsa PD was operating under Operation Slick Streets. My wife contacted the claim line that morning to try and report the claim. We could not get through. All we got was music on hold forever. Eventually she was able to get through late in the afternoon, was given a claim number (POKXX-XXXXXX) and was told an adjuster would contact her within 24 hours. On March 14th, she again contacted the claims department because she had not heard from the claims adjuster. She was given the runaround saying there was nothing they could do since it was in the hands of the adjuster and that she would just have to wait for the adjuster to contact her. Because of this accident, we are left with one vehicle which is mine and she uses it to get to work. I have no way to get around to my medical appointments or anything and am left stranded at the house hoping nothing happens to me. She again contacted the claims office today and was given the adjuster's name and phone number (Joslyn XXX-XXX-XXXX) and told to contact her. Her phone goes straight to voicemail and she does not respond to text messages. After reading some of the other complaints concerning this insurance company, it appears to be a fly by night insurance company intent on forcing those filing a claim against them to give up and use their own insurance. I believe this is a criminal act and this insurance company should lose it's ability to sale insurance in the state of Oklahoma. Stop hiding behind your wallets, contact us, give us the rental we rightfully deserve and fix our damned car!

  Business response

  04/20/2022

  Business Response /* (1000, 5, 2022/03/23) */ March 22, 2022 Better Business Bureau Serving N Central Tx. 1601 Elm Street, Suite 1600 Dallas, TX 75201-3093 Complainant: ******* ***** Our Insured: **** ***** Claim #: POKXX-XXXXXX Date of Loss: 3/11/2022 Your Case#: XXXXXXXX NAIC: XXXXX Dear Sir/Madam: Effective Claims Management, Inc. is handling this matter for American Hallmark Insurance Company of Texas ("Hallmark"). Please allow this letter to serve as Hallmark's response to your recent inquiry dated March 15, 2022, regarding the above-referenced loss and complaint. We received this claim on March 11, 2022. We spoke with Mr. *****'s wife on March 17, 2022. We completed our liability investigation and accepted liability on March 17, 2022. We completed our digital appraisal and determined the vehicle was a total loss on March 22, 2022. We spoke with Mrs. ***** on the same date and extended a total loss offer to resolve her claim in the amount of $7,144.34. Mrs. ***** accepted that amount and is aware of what documents are needed so that we may process the salvage and payment of her claim. This matter has been resolved amicably. If you require any additional information on this matter, please do not hesitate to contact my office. Sincerely, Mike M********* Mike M********* Manager, Claims Effective Claims Management

• Initial Complaint

  02/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Jan 27, 2022, a driver insured through Hallmark Insurance Company struck my vehicle and cause damage to my vehicle. I filed a claim with Hallmark Insurance Company on Feb 2, 2022 and received a Reference number. I am waiting for an adjuster and claim number to be assigned to my claim so I can get my vehicle repaired but every time I call their 800-number, I get the run around that I will be transferred to their claims department that either takes me to a bogus telemarketer number or just stays on hold and I end up listening to music endlessly. At this point, nobody has reached out to me and I cannot get a hold of a claim representative that can give me a status on my claim. Reference # XXXXXXX Claims 800-number: XXX-XXX-XXXX Bogus numbers provided to me when I asked for a direct line to the Claims numbers: XXX-XXX-XXXX, XXX-XXX-XXXX I just want my car fixed due to damage caused by your insured driver.

  Business response

  03/10/2022

  Business Response /* (1000, 5, 2022/02/21) */ February 18th, 2022 Dispute Resolution Department BBB Serving North Central Texas **** *** Street, Ste **** Dallas, TX XXXXX Complainant: ******* ******** Our Insured: ****** Auto Sales *** Claim #: 7638GAXXXXXX Date of Loss: January 27, 2022 Dear Sir/Madam, Effective Claims Management, Inc. is the third-party administrator handling claims for American Hallmark Insurance Company of Texas "Hallmark" with respect to the above-referenced matter. I am writing to you in response to the attached complaint from Mr. ********. By way of history, this claim was reported on February 2nd, 2022. An investigation began on February 7th, 2022. We began the appraisal process for Mr. ******** and began our investigation. On February 10th , 2022 we concluded we were liable and covered the loss. We issued payment for damages to Mr. ********'s vehicle on February 10th, 2022 and now consider this matter resolved. Hallmark Insurance Company values and respects Better Business Bureau complaint and inquiry process. If you require any additional information on this matter, please do not hesitate to contact my office as we welcome the opportunity to review new information related to this matter. Sincerely, Kevin ******* Kevin ******* Asst Vice President, Commercial Claims Department Hallmark Commercial Fast Track Unit Consumer Response /* (2000, 7, 2022/02/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am in the process of getting my damaged vehicle repaired. I have received the check payments from Hallmark Insurance. I am not aware of additional damages to my vehicle at this point as the repair shop has not had the opportunity to do a detailed inspection of the damage as a result of scheduling bottlenecks.

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