Complaints

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:05/27/2024

  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.

  April 8th, 2024 we were rear-ended and filed a claim they have done nothing with the claim when you call to talk to someone they will always say someone will call you back or no one is in the office they need to shut these people down they refuse to help anyone but they always want there money when it is due

  Business Response

  Date: 05/31/2024

  May 31, 2024
  
  Dispute *********************
  BBB Serving *******************
  **************************************************************************************
  
                                      Complainant: ***********************
                                      Case ID:  ********
                                      Business ID: ********
                                      Adjusters Name:  *************************
                                      Companys Name:  AmWINS Specialty Auto
                                      Claim Number:  PRH01033168::001::001
                                      Underwriting Company: Home State County Mutual Insurance Company
                                      Date of Loss:  April 8, 2024
  
  To Whom It May ******************** is an acknowledgement of the Better Business Bureau response to complaint that was received by our office on May 29, 2024.  I appreciate the opportunity to respond.
  
  This loss was reported to us on 4/9/2024 by our insured ***********************. It was reported as a three vehicle loss. A 1999 Chevrolet operated by ***************************** struck the insured vehicle a 2007 Chevrolet operated by an excluded operator ************************* causing the insured vehicle to then strike a parked 2010 **** F-150.
  We took a statement from *********************** on 4/9/2024 in which it was confirmed that the excluded driver ************************* who was  operating the insured vehicle. We sent a ROR on 4/9/2024. We verified and confirmed the denial. A coverage denial was sent on 4/10/2024. As we did not coverage for the loss we are unable to address any repair issues to the insured vehicle.
  Supervisor ********************* did contact *********************** via telephone ***************) on 5/29/2024 to discuss her concerns with the loss. **************** did reiterate that we do not have coverage for the loss. There was a discussion about filing with the carrier for the vehicle that struck the insured vehicle from behind. The insured advised to their knowledge no claim had been filed with the claimant carrier. **************** emailed the insured the police report that has all the information to file a claim with the claimant carrier Progressive to ************************ and advised the insured to contact Progressive to file a claim for damages.
  Again, we sincerely apologize for any inconvenience that Insured may have experienced during this process.   
  
  Sincerely,
  
  *********************
  Claims Supervisor | AmWINS Specialty Auto
  T ************ | F ************

• Initial Complaint

  Date:04/04/2024

  Type:Sales and Advertising 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 had had insurance with these people since last year. Upon changing my car I updated my policy accordingly. I signed up for eft payments then. The policy renewal was completed automatically without my consent, as I never authorized automatic renewals. I never received a phone call, email, or mail notifying me of this renewal. Furthermore, my mailbox was broken since the end of december to mid february and all of my mail was being returned. So I am not sure why or how no other attempts to contact me were made. I never signed the new contract, nor agreed to EFT payments being taken out of my account for this new policy. How is it legal to take money out of my account for a new policy/ contract that the client has not signed? The policy premiums were increased tremendously with no apparent reason, as I have not had any incidents. I tried calling today to cancel, and was told I had to cancel through my insurance agent. This whole experience has left me with a lot of questions about the way in which this company conducts business. I have already asked my agent to cancel, and I hope that this also stays on record as an intent to cancel this policy. I want this company to refund me the money that was taken out of my account from the period of 1/23/2024 until 3/23/2024. I would not want to have to seek legal representation on the matter, and I'd just like to be refunded my hard earned money that was taken out of my account without my consent. The experience with this company has been no less than horrible and shady.

  Business Response

  Date: 04/10/2024

  Please see the attached two documents. One is the formal response and the other is the supporting documents.

  Customer Answer

  Date: 04/10/2024

  I am rejecting this response because:   

  The address was changed to my current address when the new car was replaced on the policy.

  Please refer to the attached provided supporting documentation, pages 3-6 that state the new address. 

  As mentioned previously, my mailbox was broken from December through mid-February. During which, no documentation was received, as all mail was being returned.

  Letter attached on page 6 was received to my current address after my mailbox was functional. Which contradicts the business response stating that mail was being sent to ****************************************************************

  From December through March, no letters were received informing me of the renewal, and no other contact attempts were made by email or phone call.
  

  At no given point I consented to this renewal. I did not sign up for automatic renewals. Just automatic payments for the old policy.
  

  The language on the *** agreement is vague and was signed on July last year for the old policy.
  

  The company should require new *** forms to be signed upon renewal to prevent these situations from happening in the future.
  

  Due to everything that has been stated above, I am requesting a refund of all the installments paid from January to March, totaling $1469.74. 

  Business Response

  Date: 04/10/2024

  Please see the additional response and documentation. Thank you.

  Customer Answer

  Date: 04/10/2024

  I am rejecting this response because:   

  Your second statement contradicts the first.
  
  First Statement, third paragraph states:
  All proper EFT notices have been sent for each installment due which included the Renewal installment due. These have been sent to the Named Insured, ******** *************************** Mesa at the last known address of ****************************************************************************
  
  Second statement, fourth paragraph states:
   The address was updated to ************************************************************************************** on September 29,2023.
  
  My follow up questions and concerns are:
   How can you claim that all the documentation was sent if you were not even sure what my address was? Writing the incorrect address on your first statement is not a typo and it shows the companies disorganization and untrustworthiness.
  

  The fact that you claim that no return mail was not received by the company does not change the fact that I did not receive the documentation. **** returned all my mail for that time period. It also does not change the fact that no other attempts to contact me were made either by phone or email.
  

  EFT payment remains in full force for the terms of the contract. However, that contract ended once the policy ended.
  

  My concern of the renewal being processed without me signing any documents were not addressed.
  

  Due to everything mentioned, I am still requesting the refund for all the installments paid from January to March, totaling $1469.74. 

• Initial Complaint

  Date:02/22/2024

  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.

  RE: Claim HTG010118351-001 I have spoken to a "adjuster" Ashley ****** and a "field appraiser" *********************** who both claim that checks were mailed to me on 1/29 for the claim I made on 1/16. ****** sent me a screenshot of the request for check on his computer screen but they don't even send the checks certified. They have no way to track them. They are most likely lying. Mail within ******* takes 2 days. Within ***** one week. Luckily my mechanic started on the repairs but he won't release my vehicle until he is paid.

  Business Response

  Date: 02/26/2024

  February 26, 2024      
  
  BBB Complaint Case #********
  
  
  
  
  Agencys Name:                   AmWINS Specialty Auto
  Claim Number:                     HTG01018351-001-001
  Claimants Name:                 ************************* *****************************       Old American County *********** Insurance Company
  Date of Loss:                        January 16, 2024
  Endorsement *********************************************************************************** ********************************************************************************************************************************* ************************* East
  Policy Number:                     HTG01018351
  
  To Whom It May ******************** is an acknowledgement of the Better Business Bureau (BBB) complaint that we received on February 22, 2024.  We appreciate the opportunity to respond with an update regarding the status of the claim.
  
  In review of the payment status of the claim, we were unable to find a delay in handling the claim appropriately.We do have a 3-step process in issuing the payments that in general take on average 2 days from payment request, to review and approval, to printing and mailing. We do make every effort to expedite this process as we understand the urgency for the shop and vehicle owner to complete the repairs in a timely manner.
  
  We did provide screen shots of the payments which is acceptable for most repair facilities to repair and release the vehicle prior to receiving the check in the mail. However, this is a business decision of the repair facility and outside of the control of the insurance carrier. Below is a timeline of the payment processing.
  
  The initial estimate was completed on 1/18. Coverage investigation approved and initial payment requested on 1/23.Initial payment was printed and mailed on 1/25 and sent directly to the Insured.  2/13, a supplement was received from the shop, completed and payment requested. Payment was approved, printed,and mailed on 2/15 directly to repair facility. On 2/15, the insured informed us that they never received the initial check. A stop pay was requested,processed and reissued on 2/15. Printing of the check was delayed to 2/20 due to the weekend and federal holiday on 2/19.
  
  
  While we regret receiving any complaints, we strive to provide the best claim service possible on behalf of our customers and insurance carrier partners. We hope you find the information helpful and we apologize for any inconvenience during the claims process.
  
  Sincerely,
  
  ***********************
  Senior Claims Supervisor |Amwins *************
  P.O. Box ****** ******, ** 75370
  T ************ | F ************ ************************************************
  An AmWINS Group Company
  
  

• Initial Complaint

  Date:02/21/2024

  Type:Product 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 purchased insurance 11/1/2023on a audi 2006 vehicle that caught on fire and stopped working 3 weeks later. Insurance claims I don't have coverage. on the day of vehicle breakdown i paid a additional ********************* than the first amount because they sent me a different paper work and but I was still covered for the first 30 days. can I get my car replaced or a refund on insurance.

  Business Response

  Date: 02/23/2024

  February 22, 2024
  
  Complainant:                           ***********************
  Case Number:                          21324646
  Adjusters Name:                     *******************
  Companys Name:                   ASA Claim Services
  Claim Number:                        FFL01029347::001::001
  Underwriting Company:          Old American Indemnity Company
  Date of Loss:                            November 21, 2023
  
  To Whom It May ****************** have received your BBB complaint. I appreciate the opportunity to respond.
  
  This loss was reported to our office on November 22,2023, at approximately 8:51AM CST by ***********************. The complainant reported that as she was driving her vehicle, it began to smoke under the hood and caught fire. The loss was taken by our first notice of loss and set up as an NR (no reserve) file as it did not appear there was any comprehensive coverage. The adjuster reviewed the file and determined the insured only purchased liability and personal injury protection coverage. The adjuster advised the insured of this and sent a letter to her confirming. I am enclosing for your review a copy of the insureds  declarations page and our denial advising the complainant of no first party coverage.
  
  Should you need anything further, please let me know.
  
  
  Sincerely,
  *********************
  Claims Supervisor | ASA **************
  P.O. Box ****** ******, ** 75370
  T ************ | F ************
  **********************************************

• Initial Complaint

  Date:12/19/2023

  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.

  Formal Complaint Against ASA ***** Services - ***** #: FFL01008333-001-001-001 Dear Better Business Bureau,I am writing to file a formal complaint against ASA ***** Services regarding an issue I encountered with the rental extension for claim number FFL01008333-001-001-001.On 12/18/2023, I contacted ASA ***** Services representative ************************************* regarding the extension of a rental. During our conversation, I was informed that the rental would be extended until December 19. However, the representative failed to specify a return time, leading to confusion on my part. Assuming I had until the end of the day, I requested an extension until 8 PM as I was at work.Unfortunately, despite my understanding based on the information provided, ASA ***** Services is now attempting to charge me for an additional day due to a lack of clarity in their instructions. I explicitly communicated my concerns to *********************************** via text message, stating that if there was proof I was informed about returning the rental during enterprise hours, I would kindly drop the issue. However, no such communication specifying the return time was provided.I request a review of this matter and urge ASA ***** Services to reconsider charging me for an additional day due to the lack of clarity and miscommunication from their representative. If necessary, I would appreciate the opportunity to speak with a supervisor or an individual empowered to address and resolve this issue promptly.Enclosed are the pertinent details:Insurance Company: ASA ***** Services ***** Number: FFL01008333-001-001-001 Name: ***************************** Email: ********************** Phone: ********** I trust that the Better Business Bureau will investigate this matter thoroughly and assist in achieving a fair and satisfactory resolution.Thank you for your attention to this issue. I eagerly await your response and guidance on how to proceed further in resolving this dispute.Sincerely,*****************************

  Business Response

  Date: 12/27/2023

  12/27/2023  
  
  
  BBB Serving North Central *****
  *****************************************************************
  
  
  
  RE:         

  Complainant:                                    *****************************
  Case Number:                                  
  Adjusters Name:                             ***********************
  Companys Name:                           ASA ***** Services
  ***** Number:                                 FFL01008333::001::001
  Underwriting Company:                Old American Indemnity Company
  Date of Loss:                                      October 25,2023
  Location of Loss:                               ****************************** & *************************************
  
  To whom it may concern,
  We have received your BBB complaint.  I appreciate the opportunity to respond.  ASA ***** Services is the Third-Party Administrator for Old American ******************
  The claim was reported on October 27, 2023 for a loss which reported to have occurred on October 25, 2023.
  The handling adjuster attempted to make contact the same day with the complainants attorney and the insured to initiate the claims process.The investigation was ultimately completed, and coverage and liability accepted.
  An initial estimate of damages was written and the cycle time to repair the vehicle was calculated at 7 days, which would have resulted in a rental reservation of 9 days to include one weekend. A total of three supplements were requested by the repair shop, all of which were acknowledged,approved/reviewed, paid, and confirmation of payment submitted to the shop. The total cycle time was confirmed at 7 days, even with additional supplements, and total rental time currently approved and paid for was 20 days.
  On December 18th, a call was made by the field appraiser to the complainant to advise rental was due for return and a courtesy day was provided. The customer was told that by 5pm EST on December 19th,rental was due. If the vehicle was not returned, there would be out of pocket expenses.
  On December 19th, a call was received by the field appraiser from the complainant to request an additional day of rental. The customer was advised we were unable to extend as the prior day extension was done out of courtesy and we had already afforded over double the applicable rental time for the extent of her repairs. The customer was advised the repair shop themselves should be covering the additional day of rental as the repairs did not substantiate the approval of additional days.
  
  
  In review, we did find that our appraiser communicated with the vehicle owner throughout the process. There were delays in repairs due to the body shops repair management. We did allow for additional rental days to cover this delay as a courtesy to the customer.
  While we regret receiving any complaints, we strive to provide the best claim service possible on behalf of our customers and insurance carrier partners. We hope you find the information helpful, and we apologize for any inconvenience during the claims process.
  If you have any questions or concerns, please contact our office at the number listed below.
  
  *****************************
  ******* *****s Supervisor
  T  ************   | F  ************

  
  

• Initial Complaint

  Date:11/14/2023

  Type:Product 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.

  These THIEVES were supposed to refund my money the SAME DAY as per Univista representative (I HAVE IT IN WRITING). These THIEVES have not sent me back my money yet. I would like to file an official complaint and I would like toknow what other governement institution I can go to get them INVESTIGATED FOR FRAUD. Thank you for your extended professional courtesies.

  Business Response

  Date: 11/15/2023

  
  11/14/2023

  BBB Serving North Central *****
  **************************************************************
  

  RE: Complainant: ***********************
  Case Number:
  Policy Number: FFL01027172
  Underwriting Company: Old American Indemnity Company

  
  To whom it may concern,

  We have received your BBB complaint. I appreciate the opportunity to respond.
  

  The policy was bound and effective October 12, 2023.
  

  Please review the following timeline of policy:
  10/13/23:
  -Insured Request to Cancel received
  10/18/23:
  -Insured Request to Cancel processed
  11/09/23:
  -Issued and mailed Refund Check Number ******** in the amount of $101.26
  

  If you have any questions or concerns, please contact our office at the number listed below.
  ASA Customer Service

  ********************
  ********************** Auto T ************
  ********************************************* 225 F ************
  *****,
  ** ***** amwinsauto.com |

• Initial Complaint

  Date:11/09/2023

  Type:Billing 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 had a policy with Amwins that was supposed to last 6 months, the period started in June. Around August, I got into a little accident with no significant damage, they never gave me money to fix my car or the other car involved in the accident. Two months went by and I kept paying my insurance as normal, until one day they didn't deduct the payment from my account so I contacted them. That's when they told me they had cancel my insurance the month prior, after they collected the payment for that month, and the reason they gave me was because a name came up out of nowhere, a name that we had never heard before and that we needed to add that person to the insurance which would increase our premium but let's not ignore the fact that I don't know who that person is and I'm not paying insurance for someone I don't know and someone who they can't even contact because they only have that person's name and no other information. When I called Amwins they didn't give me any answers and told me I needed to get a new quote which conveniently would be higher premium because of the accident, and they even hung up on me. I never received a letter from them telling me about what was going on once that new person came up, nor to tell me that my insurance was about to get cancelled and absolutely not to tell me I no longer had insurance. It was negligent and irresponsible basically kicking their costumer's out of contracts without proper communication, they said they sent letters and when I asked the address, it was the wrong address. That is unacceptable because I have my address on my license which is the first thing they ask for at the time of a quote.

  Business Response

  Date: 11/15/2023

  11/15/2023

  
  BBB Serving North Central *****
  **************************************************************

  RE: Complainant: ********************* *******************************
  Case Number:
  Adjusters Name: ***********************
  Companys Name: ASA Claim Services
  Claim Number: FFL01012726::001::001 /Policy Number:FFL01012726
  Underwriting Company: Old American Indemnity CompanyDate of Loss: August 31,2023
  Location of Loss: **************,***************, **

  Please see attachments

  We received your BBB complaint and have attached the response.  We appreciate the opportunity to respond.
  

   

  Amwins Specialty Auto T ************
  ********************************************** F ************
  *****,** ***** amwinsauto.com |

   

  Customer Answer

  Date: 11/15/2023

  I am rejecting this response because:   AMWINS failed to resolve the issue or offer a solution. The business only provided a sequence of events, justifying unfair treatment of costumer. Provided invalid reason to cancel policy and failed to explain who is unlisted household member and their correspondent contact information. AMWINS also failed to explain from what source they acquired the unlisted household member's name and what information did they utilize that appeared adequate to associate that individual with me and subsequently include them in my policy? They also failed to explain why it would be a requirement to list and pay insurance for every household member under your car policy.

  Business Response

  Date: 11/16/2023

  BBB Serving North Central *****
  ***************************************************************
  

  RE: Complainant: ********************* *******************************
  Case Number:
  Adjusters Name: ***********************
  Companys Name: ASA Claim Services
  Claim Number: FFL01012726::001::001 /Policy Number:FFL01012726
  Underwriting Company: Old American Indemnity CompanyDate of Loss: August 31, 2023
  Location of Loss: **************, ***************, **
  

  Please see attachments
  

  We received your BBB complaint and have attached the response.  We appreciate the opportunity to respond.
  
  
  Amwins Specialty Auto T ************
  ********************************************** F ************
  *****, ** ***** amwinsauto.com |

• Initial Complaint

  Date:06/23/2023

  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.

  Business is disorganized and there is no reliable form of communication. My car has been held for the past month because the insurance refuses to make payments to the mechanic

  Business Response

  Date: 06/28/2023

  Pleased see response attachment.

• Initial Complaint

  Date:01/16/2023

  Type:Billing 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.

  They are an insured company that will not pay a claim they sit down paperwork for you to sign I sent paperwork back overnight Will the tracking numbers showing that they received the paperwork for them to say they never receive the paperwork they will not answer the phone they only correspond through emails which they never reply to

  Business Response

  Date: 01/23/2023

  To Whom It May ********************** is an acknowledgement of the Better Business Bureau response to complaint that was received by our office on November 11, 2022. I appreciate the opportunity to respond.
  
  As previously stated in our initial response to complaint filed on November 3. There is no physical damage to support an impact between vehicles involved. Without a police report from the date of accident or an independent way to verify liability due to the dispute on how the accident occurred from both drivers we respectfully deny liability.
  
  Again, we sincerely apologize for any inconvenience that claimant may have experienced during this process.
  
  Sincerely,
  
  *****************************
  Claims Supervisor AmWINS Specialty Auto
  T ************ F ************
  ******************************************************

• Initial Complaint

  Date:08/03/2022

  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 got my windshield fixed due to a crack and a calim was filed with this insurance. The adjuster called to verify some information with me and named my sister and brother in law and asked if I knew them. I said yes and now they are tryi g to add them on to my policy when they do not even live in my house hold. They are trying to increase my policy solely because I filed a claim. I have called multiple numbers numerous of tomes and no one answers and they say if they don't hear from me by the 11th, they will automatically add my sister to my policy. This company is terrible and does not care for their customers. I have been insured for over 5 years with this company and made one little claim and now they are trying to increase my policy. I need a reaponse from a manager or someone who can help because this is ridiculous. I literally have proof that my sister doe not live at my address and they still are attempting to add her and my brother in law.

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 5, 2022/08/18) */ August 18, 2022 Complainant: ******* ******* Case Number: XXXXXXXX Adjuster's Name: Sajra D*** Company's Name: ASA Claim Services Claim Number: ***XXXXXXXX::XXX::XXX Underwriting Company: Gateway Insurance Company Date of Loss: July 14, 2022 To Whom It May Concern: We have received your BBB complaint. I appreciate the opportunity to respond. This loss was reported to our office on July 19, 2022, at approximately 11:36AM EST by ********* *****. Coverage and liability have been cleared and accepted. Below is a timeline of what has transpired since that time: 07/19/22 - The adjuster attempted to reach complainant via phone, e-mail and send correspondence via mail. The glass invoice received from Apex for $1,147.00. The listed driver #2, **** *******, was listed as customer on invoice for windshield replacement. The adjuster contacted **** and obtained her recorded statement. She confirmed she lives at a different address with her 2015 Toyota Camry than the policy address and when the adjuster went over potential people who showed up at the policy address, **** confirmed ****** ******* and ****** ******* ********* ** live at the policy address. It is required in Florida that all household members be either listed or excluded on the policy and to know where the vehicles are being garaged. The adjuster notified underwriting of the unlisted household members and where ****'s vehicle is being garaged. 07/20/22 - Payment was made to *************** in the amount of $1,147.00 08/09/22 - The adjuster received an e-mail from the complainant stating she removed the 2015 Toyota Camry from her policy and would like for **** ******* to be removed as well and requested a call back. The adjuster returned the call to complainant and asked for **** to be removed and stated the ****** ******* and ****** ******* ********* ** do not live with her, and she does not want them added to the policy. The adjuster advised he could not make any policy changes in the claims department and recommend she would that she contact her agent and/or customer service. The complainant stated she already spoke to her agent, and they referred her to contact the claim department. The adjuster advised he would need to review with his supervisor. The complainant asked for the supervisor's information. I received an e-mail from the complainant requesting assistance. I advised the complainant that if she had already removed the vehicle, she should have no problem removing **** from the policy. Regarding ****** and ******, she will need to provide proof of where they live. We will need either a least agreement, mortgage payment, utility bill or something of that sort that has their current address on it. I told her if she would like to provide it to me via e-mail, I would send it over to underwriting for her. The complainant provided this information to me, and I sent it to underwriting on 08/10/22. Review of the policy file, **** ******* has been removed from the policy and ****** ******* and ****** ******* ********* ** were not added to the policy. Should you need anything further, please let me know. Sincerely, Emily S**** Claims Supervisor ****************** P.O. Box XXXXXX Dallas, TX XXXXX T XXX-XXX-XXXX ************** ***********@amwins.com