ComplaintsforFred Loya Insurance , LP.
Auto Insurance
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Complaint Details
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Initial Complaint
03/04/2022
- Complaint Type:
- Order Issues
- Status:
- Unanswered
Insurance company is giving me the run around not trying to pay for damages. Or a rental truckInitial Complaint
03/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am filing compliant due to **** dropped my case when I got into a car wreck. I filed with them and I am the one trying to find a business to fix my car. I am also pushing for the faulted driver to pay for the damages. I am paying customer and ***************** is suppose to do all this.Business response
03/21/2022
**** Insurance Company
Home Office
********************************************************************************** TEL **************
March 21, 2022
BBB **************
Attention: ***************************/Resolution Specialist
************************************************************************************
ID # : 16808755
Complainant : ****** *********
Claim Number : 65-195664
Policy Number : 65-721536469
Insured : ****** *********
Date of Loss : 07/14/2021
Dear Sir/*****,
We are in receipt of your correspondence dated 3/3/2022. Please allow this letter to serve as our response for the above referenced complaint.
**** Insurance understands that ********************** is seeking the assistance of the Bureau in bringing her claims to resolution.
We inform the Bureau and ********************* that ********************** reported the loss to our office on 1/8/2022. Our staff completed the initial inspection of Ms. ********** vehicle on 1/10/2022. The estimate was approved for the amount of $487.44, which is below the $2,000.00 collision deductible. Our staff mailed our Estimate of Record Letter to ***********************
Our staff mailed our FYI/Deductible Notice Letter to ********************** on 1/13/2022.
We have reviewed our claim file and find that Ms. ********** claim was processed and resolved in a timely manner. As of the date of our response,our claim file remains closed.
We regret that ********************** has not received a response from Go Insurance. Our staff placed two (2) calls to Go Insurance on 3/16/2022, our staff was unable to make voice to voice contact, our staff was unable to leave a telephone message, however our staff received an automated message which stated due to large volume of calls at this time we will be texting a link to schedule a call back. Our second attempt to contact Go Insurance was also unsuccessful, as our call was disconnected by the operator.
********************** may contact Claim Representative, *********************** with any additional questions or concerns. **************** can be reached at ************.
Respectfully,
*******************************
Complaint Specialist
************Initial Complaint
03/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We had the bad fortune of being in a car accident with an individual with ***************** insurance. This person crossed a stop sign and hit our car in the middle of intersection, where we had the right of the way. ***************** adjusters agreed that their insured policy holder was at fault. They towed away our car, indicated that our car was totaled, but offered us $8K below the cost of replacing the car. This after spending over 40 hours on calling them and providing evidence and police report. Once they made this offer, they refuse to respond to our emails or phone calls. We have called many times and left message, asking them to return our car and let us deal with the motorist at fault in court. Avoid doing business with this insurer at all costs. You may get a better quote on your insurance but you will come to regret it once you need the actual insurance. This insurance company preys on customers. The Feds need to take a careful look at the Ponzy scam this company runs!Business response
03/18/2022
**** Casualty Insurance Company
Home Office **************************************************** ? *******, ***** ***** ? TEL **************
March 18, 2022 *******************************
Better Business Bureau of *******
Resolution Specialist
550 ******************
*******, ** *****
Complaint ID : ********
Consumer : ***************************
Claim Number : 72-0000202958
Policy Number : 72 *********
Policyholder : **********************************
Date of Loss : 02/04/2022
Third-Party Driver : *************************
Dear ******************:
On 02/25/2022, ******************** submitted the above complaint to the Better Business Bureau. On
03/03/2022, our Company received the complaint.
**** Casualty informs the Better Business Bureau that we have not paid Mr. ********* total
loss claim, because we are pending a signed Property Damage Release.
In the complaint, ******************** says that damage to his vehicle was caused by our insured in the
above loss. ******************** says that **** Casualty accepted liability. ******************** says ****
Casualty advised that the extent of damage deemed his vehicle a total loss and moved his vehicle
to Copart, a storage-free facility. ******************** expresses that **** Casualty Insurance made an
offer in the amount of $5,000.00, our insureds policy limit for property damage, as owner-retain
settlement for his total loss claim. ******************** says that the offer was $8,000.00 less than the
value of his vehicle. ******************** says that phone calls and e-mails were not returned. Mr. ************ would like **** Casualty Insurance to repair his vehicle.
On 02/05/2022, **** Casualty Insurance was notified by *******************************, the third-party
vehicle owner, of the above loss. On 02/07/2022, **** Casualty adjuster ***************************** spoke
with ******************************, the driver of our insureds vehicle, and secured his statement. Mr. *************************** said that he traveled north on OSOS Street and came to a stop at a two-way stop
sign at the intersection at Mill Street. *************************** said that after he saw that it was clear, he
entered into the intersection and did not see the third-party vehicle driven by *****************************
that approached from his right on Mill St, resulting in the front left bumper and fender of Ms.
Ramzanis vehicle striking the front right bumper and fender of our insureds vehicle. ************
******* said that a police officer arrived at the scene but did not write an accident report or issue
a traffic citation to either driver. On 02/09/2022, ******************** spoke with *****************************,
the third-party driver, and secured her statement. ******************** said that she traveled on Mill
Street. ******************** said that the traffic on Mill Street did not have a stop sign. ********************
said that ***************************, our insured driver, traveled on OSOS Street as our insureds vehicle
approached the left side of Ms. ********* vehicle. ******************** said that the traffic on OSOS
Street has a two-way stop sign. ******************** says that as she approached the intersection at
OSOS Street, she saw that our insureds vehicle had slowly entered the intersection and did not
yield the right-of-way, resulting in the front right bumper and fender of our insureds vehicle
making contact to the front left bumper and fender of her vehicle. ******************** says that a
police officer was dispatched to the scene but did not write an accident report or issue a traffic
citation to either driver.
There were conflicting statements. The police officer did not write an accident report or issue a
traffic citation to ********************, the third-party driver, or ***************************, our insured driver.
There was no independent witness information. The information obtained in our investigation
showed that ******************** was 20% comparatively negligent, due to failure of her operational
duties for faulty evasive action and driver inattention. ***************************, our insured driver, was
80% majority at-fault for failure to yield the right-of-way at a stop sign. Therefore, ****
Casualty Insurance accepted 80% liability, due to 80%-20% comparative negligence.
On 02/15/2022, **** Casualty appraiser ********************* wrote an estimate in the amount of
$9,900.31 for Mr. ********* vehicle, a 2013 ****** Corolla LE 4D Sedan. The extent of
damage deemed Mr. ********* vehicle a total loss.
On 02/16/2022, **** Casualty adjuster *********************** spoke with ********************, and advised
that the value of his total loss claim exceeded our insureds policy limit in the amount of
$5,000.00. ****************** made an offer in the amount of $5,000.00, as owner-retain settlement
for his total loss claim. On 02/16/2022 and 02/28/2022, ****************** sent a letter to Mr. ************, and each time advised of the offer in the amount of $5,000.00, our insureds policy
limit, as owner-retain settlement for his total loss claim.
On 03/07/2022, by e-mail, **** Casualty supervisor ************************* sent to ******************** a
Property Damage Release in the amount of $5,000.00. On 03/11/2022, ******************** spoke with ************************, and advised that we had not paid his total loss claim in the amount of $5,000.00,
our insureds policy limit for property damage, as owner-retain settlement, due to we were
pending a signed Property Damage Release from him. ******************** advised that we can arrange
to move his vehicle from Copart, a storage-free facility, to his residence. ******************** told us
that he had not signed the Property Damage Release, because he was not in acceptance of the
offer in the amount of $5,000.00 at this time.
**** Casualty adjuster *********************** will be following up with ********************, until his total
loss claim is concluded. If ******************** has any additional questions or concerns in this matter, ********************** can be reached at ************.
Respectfully, *************************, III
Complaint Specialist ****************Initial Complaint
02/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I contacted the agency for a cancellation, informed the representative I have sold my car thus need to cancel my insurance. The representative told me that I need to go into the office to cancel. I don't have a car so it was going to be hard for me to go in, I thought it was not the best practice having to go into the office to just cancel the account, started with that. A week past and I couldn't go since I don't have a car, then I was able to take time off work to go into the office just to find that the office is closed one hour earlier than what I was advised over the phone. Then I called **************** explained my situation and essentially begged for a solution, I do not wish to pay the insurance anymore. Then they told me that I could send a form signed to cancel it. And I think this is a really bad business practice for a business thus why I am reporting it. I assumed this was a miscommunication and I asked for the company to check their records and show my cancellation from the first day I called Feb 8th, explaining what their representative misinformed me. The company refused and I think I need to report this because I think this is a way of deceiving customers and a really bad practice of how companies can obtain money for customers just based on their very unfair policies and I do not think this is right for any business to do. I am seeking the business to honor my cancellation on Feb 8th instead of Feb 17th when I was told the correct information.Business response
03/10/2022
Please find the attached response.Initial Complaint
02/25/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My vehicle was parked on the street at my house abdwas hit. Despite photographs and multiple phone calls ***************** insurance has been horrible about customer service they keep repeating the same lies. They are denying the claim. We have photographs which we have submitted to them showing plastic in The road. I posted it on our neighborhood ************** and one of the officer's wife's commented that was probably why PD was doing a driveway check. We were the victim of a hit-and-run and this insurance company has treated us horribly and is denying the claim. We are filing a complaint with the state board of insurance on Monday and plan to file a small claims lawsuit on Tuesday. We also want to register complaint with the Better Business Bureau.Of course we understand that filing a false insurance claim would be a felony, And we would never do that. I am in disbelief of how bad we have been treated.Please register this complaint with your organization and if there are any other organizations besides the state board of insurance which we can file complaint with please let me know. Thank you I will not stop until this is resolvedBusiness response
03/18/2022
**** Insurance Company
Home Office
********************************************************************************** TEL **************
March 18, 2022
BBB **************
Attn: ***************************,Resolution Specialist
******************************************************************************* *****
ID : 16781447
Complainant : *********************************
Claim Number : 66-203408
Policy Number : 66-511301996
Insured : *********************************
Date of Loss : 02/06/2022
Dear Sir/*****,
We are in receipt of your correspondence dated 2/25/2022. Please allow this letter to serve as our response for the above referenced complaint.
We understand that ****************** is seeking the assistance of the Bureau in having her damages paid for under policy.
****************** reported the hit and run incident to our office on 2/8/2022.
As stated in the complaint; **** previously denied coverage. However, after further review payment was tendered on 3/14/2022 in the amount of $2,242.1,payable to **********************************
We apologize for the inconvenience our process has caused.
****************** may contact Team Lead, *********************************** with any additional questions or concerns. ******************** can be reached at ************.
Respectfully,
*******************************
Complaint Specialist
************Initial Complaint
02/17/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
An ******* motorist with the company hit my vehicle. I called to do a claim and they processed the information wrong they still havent provided a rental car and still not processing the claimBusiness response
03/08/2022
**** Insurance Company
Home Office
********************************************************************************** TEL **************
March 8, 2022
***************************
Better Business Bureau of *******
Resolution Specialist
********************************
*******, ** 79901
Complaint ID : 16771336
Consumer : ***************************
Claim Number : 65-0000204776
Policy Number : 65 489617297
Policyholder : *************************
Date of Loss : 02/12/2022
Dear ******************:
On 02/17/2022, **************** submitted the above complaint to the Better Business Bureau.On 02/17/2022, our Company received the complaint.
**** Insurance is pleased to inform the Better Business Bureau that we have settled and paid **************** claim for damage to her vehicle.
In the complaint, **************** says that damage to her vehicle was caused by our insured in the above loss. **************** says that **** Insurance had not resolved the claim for damage to her vehicle, because our investigation was pending. *************** would like **** Insurance to resolve the claim for damage to her vehicle and make arrangement for a rental vehicle.
On 02/12/2022, **** Insurance was notified by Ms. **************************** the third-party driver, of the above loss. On 02/12/2022 and 02/14/2022, **** adjuster ***************************** sent a letter to ****************, our insured, asking that she contact us so that we can secure her statement. On 02/14/2022, ********************** called ***************, and left a phone message for a return call so that we can secure her statement. On 02/14/2022, ********************** called ****************, our insured, and left a phone message asking that she contact us so that we can secure her statement.On 02/15/2022, ********************** spoke with **************** and secured her statement.Our insured said that she was stopped in a private drive at a stop sign. Our insured said that she did not see **************** vehicle positioned behind our insureds vehicle as our insured reversed a short distance so that she can make a turn, resulting in the rear bumper of our insureds vehicle making contact to the front bumper of **************** vehicle. Our insured told us that there was no police investigation. On 02/15/2022, ********************** spoke with **************** and secured her statement. **************** said that she was stopped behind our insureds vehicle in a private drive of an apartment complex when our insured backed up without safety, resulting in the rear bumper of our insureds vehicle making contact to front bumper of **************** vehicle. **************** told us that there was no police investigation. **** Insurance accepted liability.
On 02/21/2022, **** appraiser ******************* wrote an estimate in the amount of $2,946.12 for **************** vehicle, a 2013 ****** Avalon XLE. On 02/21/2022,**** Insurance sent a letter to ****************, advising the steps to submit a supplemental estimate. If additional damage was found, a shop of her choice should notify us for a re-inspection. An attachment included a copy of the above estimate for review by **************** shop.
On 02/23/2022, **** Insurance issued a check in the amount of $2,946.12, payable to **************************** as payment for damage to her vehicle. On 02/25/2022, **** Insurance made rental arrangement with Enterprise Rent-A-Car for Ms. ********* of a rental vehicle while her vehicle was being repaired.
On 03/02/2022, after ***********, the shop that **************** chose to repair her vehicle, notified us of a supplemental claim, ************** wrote a Supplemental1 estimate in the amount of $1,765.50 for **************** vehicle.
On 03/04/2022, **** Insurance issued a check in the amount of $1,765.50, payable to ***********, as payment for additional damage found to **************** vehicle.
On 03/04/2022, with respect to **************** rental claim, **** Insurance authorized a rental extension through 03/08/2022. **** Insurance advises that we have not paid **************** rental claim, because we are pending an Enterprise rental bill for our review.
If **************** has any additional questions or concerns in this matter, **** adjuster ************************* can be reached at ************.
Respectfully,
*********************, III
Complaint Specialist
**** Insurance Company
Tel ************Initial Complaint
02/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
It has been impossible to work with them into fixing my car damage from an accident one of their drivers have caused. While my car is in the shop, ***************** Insurance is refusing to pay for a rental until my car is completely repaired from the damages their driver have caused. Also ***************** insurance car repair quote/estimate is below market price to get my back to how it was before the accident occurred. I would like to have my car fixed with no problems and injustices.Business response
03/07/2022
**** Insurance Company
Home Office
********************************************************************************** TEL **************
March 7, 2022
BBB **************
Attn: ***************************,Resolution Specialist
****************************************************************************** 79901
ID : 16748332
Complainant : *******************************
Claim Number : 66-101180
Policy Number : 66-345820812
Insured : ***********************
Date of Loss : 01/28/2021
Dear Sir/Madam:
******************************* submitted her complaint to the Bureau on 2/9/2022 as Parent and Heir to the estate of ***** *********************************, Deceased. **** Insurance Company received the correspondence on 2/11/2022.
This is a two vehicle loss which occurred at ******************** and ****************************** ************* road. The loss was reported to our office on 1/29/2021 by *******************
**** Insurance understands that ********************** is requesting that her property damage claim be brought to resolution.
********************** is the registered owner of the 2010 Dodge Challenger driven by ****************** on the date of loss.
Our staff inspected the Challenger on 02/01/2021, and the vehicle was deemed a total loss.
Our staff placed two calls to ****************** on 2/2/2021, however no telephone contact was made, our staff was unable to leave a telephone messages as the calls were disconnected. Our staff placed a call to **********************, our staff made telephone contact with *****************, ****************** provided an alternate telephone number for **********************,our staff placed a call, however no voice to voice contact was made, and therefore a telephone message was left. Our staff sent an SMS Text Message and our staff mailed our Contact Letter, our staff also mailed our Total Loss Letter. Our office received a call from ******************; ****************** requested our offers and ***************** stated that he would not be releasing the vehicle. Our office received a call from *********************, our staff explained our total loss process, and our staff also explained that liability was pending. ****************** returned our call; our staff advised that we had discussed the loss with **********************; ****************** advised that he would not be releasing the vehicle.
Liability was determined on 2/16/2021; liability was accepted at 100%.
Our staff placed a call to ********************** on 2/17/2021, our staff extended our offers and ********************** advised that she would wait on the documentation to arrive before making a decision. Our staff returned a call to ********************** and ********************** inquired about a rental a, our staff explained that we would review the file for loss of use. ********************* inquired about the tow expense; and ********************** stated that she would forward the tow invoice to our office.
Our staff reviewed the claim file on 2/24/2021; our staff placed a call to ********************** in efforts of requesting her decision with regard to our offers, however no voice to voice contact was made and therefore a telephone message was left.
Our staff placed a call to ********************** on 2/25/2021, ********************** stated that she would be releasing the vehicle to *****************; ********************** requested that ****************** be listed as the point of contact for Co-part.
Our staff placed a call to ********************** on 2/26/2021; ********************** stated that the vehicle had not been picked up as ****************** still had his personal belongings in the vehicle. ********************* stated that she would be in contact with ****************** to find out if he had left the keys. Our staff requested that ****************** contact Co-part to schedule the vehicle pick up once the vehicle was ready. The vehicle was secured by Co-part.
Our office received a call from ****************** on 3/2/2021; ****************** requested rental compensation and town reimbursement. Our staff explained that we could offer loss of use in the amount of $400.00; our staff explained that towing would be reimbursed in the amount of $195.00. ***************** requested storage of $26.00 per day for having vehicle at his residence, our staff explained that we would not consider paying storage; our staff explained that we had on multiple occasions offered to move vehicle to a storage free facility.
Our office received the signed Affidavit of Error, and the original signed title agreeing to the title release on 3/3/2021. Our staff tendered payment for loss of use in the amount of $400.00 on check 40092113. Our staff also tendered payment for the towing reimbursement in the amount of $195.00 on check 40092141. We additionally inform Bureau that both payments were made payable to *******************************
Our staff authorized payment for the title release on 3/4/2021.
Our staff tendered payment for the title release (2010 Dodge Challenger VIN# *****************) on 3/5/2021, in the amount of $8,480.15, on check *******, payable to ********************************
Our review of our claim file confirms that our staff explained our claim process to **********************; our review additionally confirms that our staff maintained communication with ********************** with respect to the property damage claim through our process.
********************** may contact Team Lead, ******************************* with any additional questions or concerns regarding her property damage claim. ********************** can be reached at ************.
Respectfully,
*******************************
Complaint Specialist
************Customer response
03/07/2022
I am rejecting this response because: Any of this response is relevant to my claim # 65-170289 with ***************** Insurance. This is not the correct information of the claim issued by the car accident. Please review claim referenced above. The fixed part of the damages of my car and I am looking to get my car fixed as they way it was before my car was hit by ***************** Insurance driver.
Initial Complaint
02/11/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
December 7th 2021 I called my insurance agent to cancel my insurance policy , I was charged that day $74.00 on my debit card. January 5th 2022 I received a text from my former insurance agent informing me that my insurance policy was not cancelled until I went to the office to file a cancellation form . I sent a text to my former agent informing her I don't have a policy because I cancelled it in December and I informed her not to attempt to charge my debit card for insurance that I cancelled in December 2021 On January 5th an attempt was made to charge my debit card by my former insurance agent . In December 2021 I had to cancel and get reissued a new card from my bank institution because I didn't trust this sham business. The usual payment request for automatic payment to ***************** insurance company is made and paid for on the 11th of each month .When I called Gabby at the insurance company I was put on hold when I stated in my phone conversation that I want to cancel my insurance policy , after I hung up and called back and said I need help with my policy I was helped immediately , when I stated I need to cancel , my account was immediately billedBusiness response
02/25/2022
Please find the attached responseInitial Complaint
01/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was in a very bad car accident I just got my car three months ago from car **** I have full coverage insurance and also told them I wanted uninsured motorist apparently somebody signed a waiver with my signature and my initials for denying uninsured motorist I never initialed or signed the paper I almost lost my hand in the accident I had a blackeye my face was cut up I went in an ambulance I also had a passenger and my passenger got some whiplash they called the passenger and asked her what had happened and never got back with her or even was even concerned about whatever injury she had and they never even contacted me about any of the injuries that I had all they did was lowball fixing my car and when I went to the collision center to get prices they said that it's gonna be double what they paid me.Customer response
02/09/2022
CID: 16704791 Problem:
I was in a car accident your agent told me I had full coverage and uninsured motorists insurance. When I almost lost my life they say I don't have uninsured motorists that's not right at all why did I pay 161 a month it covered nothing along with my passenger that nobody has contacted backDesired Outcome: Would like lost wages and money for all of the time offBusiness response
02/10/2022
**** Casualty Insurance Company
Home Office
********************************************************************************** TEL **************
February 10, 2022
BBB **************
Attn: ***************************,Resolution Specialist
******************************************************
**************************
ID : ********
Complainant : *************************
Claim Number : 72-189388
Policy Number : 72-771917800
Insured : *************************
Date of Loss : 12/13/2021
Dear ****************,
We are in receipt of your correspondence dated 1/24/2022. Please allow this letter to serve as our response for the above referenced complaint.
**** Casualty Insurance understands that **************** is seeking payment for her property damage. We also understand that **************** is seeking coverage for medical payments for herself and for her passenger.
**************** reported the loss to our office on 12/14/2021; **************** stated that the metal object was launched as she was traveling on Broadway Street in *******, **. **************** stated that the metal object broke through the front windshield resulting in injuries to herself and to her passenger.
Our records indicate that on 8/24/2021 **************** elected coverage for Comprehensive, Collision, Towing and Labor. Our records also indicate that **************** rejected coverage for Medical Payments, and **************** rejected coverage for Uninsured/Underinsured Motorist. **************** purchased her policy through DocuSign, our sales staff explained coverage over the phone.
Payment was tendered on 12/31/2021 under the Comprehensive Coverage in the amount of $3,115.09 less $1,000.00 deductible, for a net settlement of $2,115.09, payable to *************************, on check 40176905.
Payment has been tendered to Enterprise Claims- LCIC CA on 1/12/2022 for rental on check # ***, in the amount of $250.00.
We regret to inform the Bureau and **************** that coverage is not afforded for Medical Payments at the time of loss; we additionally inform the Bureau and **************** that coverage is not afforded for Uninsured/Underinsured Motorist coverage at the time of loss. Our staff has provided **************** with copies of the rejection forms which she signed through DocuSign on 8/4/2021. Our staff mailed our Coverage Denial Letter to **************** on 1/27/2022 and again on 2/1/2022, our letters provide the basis for the denial. Our staff has placed our closing call to *************** on 2/1/2022.
**************** may contact Claim Representative, *********************************** with any additional questions or concerns. ******************** can be reached at ************.
Respectfully,
*******************************
Complaint Specialist
************Initial Complaint
01/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
An uninsured driver hit my mom with my two kids in the truck. ***************** took weeks to accept fault when the driver admitted responsibility to the officer (in report) and we even showed proof of our dash cam video. My mom went over a month without a vehicle because ***************** stated we had to wait until the truck went into the body shop a month later (body shops all around are backed up). Our truck was in perfect condition and always serviced at ***** However, ***************** claims that it will not pay to replace the water pump because we are right over the mileage allowed to replace it. Nothing was wrong with it prior and it may have lasted well longer than the ******* miles they suggest it to be replaced. Regardless it was not broken prior to the accident so why are we left to pay out of pocket for something that was not damaged before the accident?Business response
02/11/2022
**** Insurance Company
Home Office
********************************************************************************** TEL **************
February 11, 2022
BBB **************
Attn: ***************************,Resolution Specialist
******************************************************************************* 79901
ID : 16485394
Complainant : *****************************
Claim Number : 65-185337
Policy Number : 65-578124406
Insured : *********************************
Date of Loss : 11/30/2021
Dear Sir/Madam:
***************************** submitted her complaint on behalf of ********************* to the BBB Paso del Norte on 01/19/2022. **** Insurance Company received the correspondence on 01/20/2022.
This is a two vehicle loss which occurred at the intersection of **************** and **************** located in ********.
**** Insurance understands that **************** is seeking payment for the replacement of the water pump; **** Insurance understands that from ***************** perspective the water pump was damaged as a result of the loss. Our records indicate that ****************************** the registered owner of the third party vehicle, we will as a result correspond with *********************
Our management staff has reviewed your claim on multiple occasions. Our reviews, more specifically our inspections and photos determine that water pump sits on the front part of the engine. In order for the pump to have been damaged as a result of the loss the radiator and fan would have had to have been crushed into the front of the engine. The fan shroud sustained no damage, for your perspective the fan shroud sits 18 away from the water pump. The lower radiator hose connects to the water pump, the lower radiator hose sustained no damage. Our estimate did allow for three (3) hours for repair of the lower tie bar to the far right side, the vehicle sustained no damage the center of the radiator support.
Field Appraiser, *********************** confirmed the mileage of the 2014 **** F-150 to be ******* at our inspection of 12/2/2021, which is indicative that the pump is past its useful life. Field Appraiser, *********************** inspected the vehicle a second time on 1/6/2022, the inspection revealed no visible leaks. The photos were further reviewed by Field Appraiser, ***************************** on 1/12/2022; Mr.******** review determined the type impact sustained in the loss does not support damages to the water pump to be loss related.
The policy states the following: We will pay damage for bodily injury of property damage for which any covered person becomes legally responsible because of an auto accident.
Our review of the facts of the loss confirms that the damages to the water pump are unrelated to the loss, as a result an allowance for the water pump will not be considered. Our claim file remains closed and without additional payment.
********************* or **************************** may contact Regional Property Damage Supervisor, *************************** with any additional questions or concerns. ****************** can be reached at ************.
Respectfully,
*******************************
Complaint Specialist
************
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Customer Complaints Summary
373 total complaints in the last 3 years.
145 complaints closed in the last 12 months.