ComplaintsforUnited Automobile Insurance Company
Auto Insurance
Additional Complaint Information
Customer Complaint:
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/14/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
My vehicle 2004 Lexus was hit and damaged by *************************** United Automobile Insurance customer on 05/14/2024 in ******** *****. She provided insurance information under Policy TXY *********. I reported the incident to United on 05/15/2024 and was given Claim #**********-003-Y66 and a statement was taken from me at the time. My son ***************************** was the driver of the Lexus at the time and the ******** Police was called to the scene. I kept calling United at ************ and was never able to speak to anyone other than the ************ They only gave me an adjustor name ***************************, left messages even asked for a manager or supervisor and was never able to neither any return calls were received. The only information I would receive is that the incident was being investigated. I received an incident packet dated 05/16/24 on Friday 05/31/2024. This packet asked for so many detailed questions about the incident that took at least 1 and half hours to complete and about another hour to take specific pictures of all damages. This was returned on Monday 6/03/24 for which I paid extra postage to be able to track. Still tried several times calling and never able to speak to anyone. I called again today 6/13/24 and left another message at the direct number **************************** and no response. I called again and insisted to get a status on the claim and was told the claim was denied on 5/18/24 due to no active policy. Up to this day I have not received any letters or any other correspondence. I had spent many hours and money trying to resolve this with no luck. I do not understand why they would put me through this if they knew the policy was not active. This is not good customer service and would like this to be addressed and resolved. It sounds very fishy that from day one they said it had to be investigated and now all of the sudden is denied. I am very frustrated and thinking about taking legal action.Business response
06/14/2024
June 14, 2024
Re:
BBB Case#: 21849007
Claim #: 0800244653
Policy #: TXY 963466
Insured: ****************************** ******
Loss Date: 05/14/2024
Complainant: *********************************
To Whom It May ****************** are in receipt of the above complaint forwarded by your office. Thank you for bringing the complainants concerns to our attention.
This loss occurred May 14, 2024, and was reported to our office by the complainant. There is no coverage for this loss the policy expired January 2, 2024. A denial letter has been sent to the complainant.
As for the packet the complainant mentions receiving, those are sent out automatically when any claim is opened.
We hope this satisfies your inquiry. Should you have any further questions or concerns, please do not hesitate to contact the undersigned.
Sincerely,
***************************
Senior Manager
***********************Initial Complaint
06/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 12-23-2023, I was rear-ended by one of their insured. I have tried to contact United many times for them to pay for the damages on my vehicle. I have contacted the adjuster ************************* have left many messages on her voice mail and have yet to receive a called back from her or any one form that insurance company. Today after 6 months I receive text message requesting my email address they send me email that the claim was denial. How can a company operate with those standards their insured hit me from the back they are responsible for my damages. The letter fails to explain why the claim is been deny. I have attached the letter for your review. That is not the correct way of conducting business. We pay a lot of money here in the state of ******* for insurance and then you have companies that underwrite and don't want to pay other people's damages. I would like explanation why there not fixing my car.Business response
06/12/2024
Date 06/12/2024
Re:
BBB Case#: 21795369
Claim #: 0100359454
Policy #: UAD 605256700
Insured: *****************************
Loss Date: 12/23/2023
Complainant: *************************
Whom It May ****************** are in receipt of the above complaint forwarded by your office. Thank you for bringing the complainants concerns to our attention.
During our investigation, we learned of an issue with coverage. In view of the violation of Florida Statute *******, which denied this Company the opportunity to properly evaluate the application, coverage was not afforded in this loss, any and all voidable policies were rescinded.
We hope this satisfies your inquiry. If there are any additional questions, please feel free to contact me directly.
Sincerely,
*********************************
PD Supervisor
Ph:**********************
Cc: *****************************Customer response
06/12/2024
I am rejecting this response because: not sure why United is saying the policy for there insured was rescinded. They need to stand behind there insured, there insured hit me and Im not at fault for this accident and United should be the one fixing my car repairs. Its not my problem that now United is stating that there insured after investigation they revoked there policy for whatever reason. I have provided all information they have asked for like police report, pictures and now they are going to come up saying that the insured policy was rescinded. Thank you *************************Business response
06/20/2024
06/19/2024
Re:
BBB Case#: 21795369
Claim #: 0100359454
Policy #: UAD 605256700
Insured: *****************************
Loss Date: 12/23/2023
Complainant: *************************
Whom It May ****************** are in receipt of the above complaint forwarded by your office. Thank you for bringing the complainants concerns to our attention.
Please be advised that this Company hereby disclaims coverage for this loss, which occurred on the above date, based upon a violation of Florida Statute 627.409.
Had we been aware of the proper information regarding the vehicles garaging and ownership, we would have either not issued the policy or we would have issued it at a substantially higher premium. Florida courts have held that a Material Misrepresentation in the policy application need not be intentional in order to void coverage.
We hope this satisfies your inquiry. If there are any additional questions, please feel free to contact me directly.
Sincerely,
*********************************
PD Supervisor
Ph:**********************
Cc: *****************************Initial Complaint
06/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My daughter was ******* in my vehicle by another driver who didn't stop at a stop sign. Luckily she was not injured. I have been in contact with the insurance company( United Auto Insurance Company ) of this driver since the accident. During a phone conversation on April 25th ******** told me all they needed was a statement from there driver at that point. Then on May 10th they put the case on hold indefinitely. They said it has to do with something between them and their insured driver. I am at a loss with a damaged vehicle I just want fixed. At the time of the accident I received a valid insurance document from the party that struck my vehicle. I confirmed over the phone with the adjuster named ******** that their drivers insurance was valid. Now they are saying the "claim is under coverage investigation and on hold until further notice". They said they can give no details to me, I just have to wait. I find that very unethical on their part. I have made 3 requests for a supervisor to call me and have gotten no answer. ( 2 requests by leaving voicemail and 1 through the online system) . Please help me.Business response
06/12/2024
June 12, 2024
Better Business Bureau
******************************************************************************************
Re:
BBB Case#: 21794278
Claim #: 0100368286
Policy #: UAO 452243
Insured: *********************
Loss Date: 03/12/2024
Complainant: *************************;
To Whom It May ****************** are in receipt of the above complaint forwarded by your office. Thank you for bringing the complainants concerns to our attention.
As of June 12, 2024, our investigation was concluded, and we issued a payment to the complainant in the amount of $1,471.76.
We hope this satisfies your inquiry. Should you have any further questions or concerns, please do not hesitate to contact the undersigned.
Sincerely,
*********************************
IAA Property Damage Supervisor
United Auto Insurance Company
***********************
CC: *********************Initial Complaint
05/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was hit and when instructed to take my vehicle into the specific dealership for repairs it got fixed but insurance company has not paid and now I cant retrieve my vehicle the person in charge of my claim as well as the supervisor wont pick it return my call what do I doBusiness response
06/10/2024
June 10, 2024
Re:
BBB Case#: 21779745
Claim #: 0800244327
Policy #: TXY 10958587
Insured: ************************ ****
Loss Date: 04/29/2024
Complainant: Shaqwon Hunt
To Whom It May ****************** are in receipt of the above complaint forwarded by your office. Thank you for bringing the complainants concerns to our attention.
This loss was reported to our office by the complainant on April 30, 2024. We have attempted to call insured in multiple times for their statement to be able to confirm coverage and liability to no avail. On May 30, 2024, we sent our insured a reservation of rights letter due to non-cooperation. We attempted again to call our insured on June 7, 2024 and were unable to obtain a statement. On June 7, 2024, we sent denial letters for non cooperation.
We hope this satisfies your inquiry. Should you have any further questions or concerns, please do not hesitate to contact the undersigned.
Sincerely,
***************************
Property Damage supervisor
**********************Initial Complaint
05/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was involved in a collision on May 1st. My PARKED vehicle was sideswiped on the driver side by a work van and sustained damage (shown below). I called the police and proceeded to contact the other motorists insurance company to file a claim. The representative I spoke with asked a couple of general questions regarding the collision and stated that I would receive a call from a claim adjuster in 24 hours which never occurred prompting me to call the insurance company a second time. This time the representative asked for a claim number after I explained that I had previously called and didnt receive a claim number. To my dismay the representative I spoke to initially didnt even create the claim! The second representative proceeded to create the claim and stated that I would receive a call from an adjuster once the claim was assigned. Still no phone call or updates about my claim! No one even called to introduce themselves. I know my claim has been assigned because I did get a text prompting me go to the claim portal and there is a name on there for my assigned adjuster. We are now approaching June and still have heard nothing!! I even called yesterday to express my frustration with this entire experience as it is unacceptable at this point.Business response
05/28/2024
May 28, 2024
Re:
BBB Case#: 21746404
Claim #: 0100372674
Policy #: UAO 458328
Insured: ***********************************
Loss Date: 05/01/2024
Complainant: *****************************;
To Whom It May ****************** are in receipt of the above complaint forwarded by your office. Thank you for bringing the complainants concerns to our attention.
The policy number referenced above lapsed in March of 2024.Since there was no active policy on the date of loss, we are unable to afford coverage with the complainants loss.
We hope this satisfies your inquiry. Should you have any further questions or concerns, please do not hesitate to contact the undersigned.
Sincerely,
***************************
Compliance Manager
United Automobile Insurance Company
*****************************
cc: ***********************************Initial Complaint
05/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I submitted a claim for damage to my vehicle. They looked at pictures and sent me a check. They didn't appraise my vehicle in person. I brought my vehicle to a repair shop for an estimate which is much more than the check the insurance company provided. Now they won't answer my calls, they don't return calls, they are completely unreachable. I need help please!Business response
05/10/2024
May 6, 2024
Re:
BBB Case#: ********
Claim #: 0100369098
Policy #: UAO 491615
Insured: ************************
Loss Date: 03/31/2024
Complainant: ******************************;
To Whom It May ****************** are in receipt of the above complaint forwarded by your office. Thank you for bringing the complainants concerns to our attention.
We have processed the payment for the necessary repairs,which was based on our estimate written.
It is our duty to indemnify. As is industry standard procedure, the vehicle owner selects the repair shop. The representatives at the shop conduct the repair of the insurance companys estimate. In adhering to our duty to indemnify, if/when additional related damage is found during the repair, the shop representatives simply call us (or access our online claims portal) for a supplemental estimate.
We hope this satisfies your inquiry. Should you have any further questions or concerns, please do not hesitate to contact the undersigned.
Sincerely,
*********************************
IAA Property Damage Supervisor
Ph:**********************Initial Complaint
04/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My car was stolen on Feb 21, 2024 . This company has yet to get any issues resolved ! I have called my claim adjuster she never answers the phone .Business response
05/09/2024
May 7, 2024
Re: BBB Case#: 21620751
Claim #: 0800242908
Policy #: TXY ********
Insured: ************************
Loss Date: 02/21/2024
Complainant: ************************
To Whom it May ****************** are in receipt of the above complaint forwarded by your office. Thank you for bringing this matter to our attention.
On February 21, 2024, the loss was reported to us. We established an assignment to inspect the damaged vehicle. We deemed the vehicle a total loss on February 29,2024. The claim was assigned to a total loss adjuster who then transferred it to a theft adjuster on April 8, 2024, once she received the police report.
On April 16, 2024, the adjuster called the complainant, but the voicemail was established. On April 26, 2024, the adjuster was able to speak with our insured and took her recorded statement and provided an update on the claim. On the same day, the claim was referred to our Special Investigation Unit for further investigation. On May 2, 2024, the adjuster called the complainant and provided the status of the claim.
Once the investigation has been concluded, we will review the claim and make our coverage decision.
We hope this satisfies your inquiry. Should you have any further questions or concerns, please do not hesitate to contact the undersigned.
Sincerely,
*******************
Property Damage Supervisor
******************************Initial Complaint
04/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was hit by someone with this insurance. It has been over 3 months since I have reported the claim to them. They have yet to issue payment for my damages after receiving all the necessary information. When contacting them, they say they are unable to get in contact with the insured driver, now they are not answering the phone not returning my phone calls.Business response
04/15/2024
April 15, 2024
Re:
BBB Case#: 21546911
Claim #: 0100362908-001
Policy #: UAH 38273801
Insured: *********************************
Loss Date: 01/31/2024
Complainant: *****************************;
To Whom It May ****************** are in receipt of the above complaint forwarded by your office. Thank you for bringing the complainants concerns to our attention.
The complainant reported this loss to our office on January 31, 2024. After reviewing all evidence for this loss, including statements from both parties and the police report liability was accepted for this loss. The complainants vehicle was inspected and payment has been issued.
We hope this satisfies your inquiry. Should you have any further questions or concerns, please do not hesitate to contact the undersigned.
Sincerely,
*********************************
PD Supervisor
Ph:**********************
Cc: *******************************Business response
04/15/2024
April 15, 2024
Re:
BBB Case#: 21546911
Claim #: 0100362908-001
Policy #: UAH 38273801
Insured: *********************************
Loss Date: 01/31/2024
Complainant: *****************************;
To Whom It May ****************** are in receipt of the above complaint forwarded by your office. Thank you for bringing the complainants concerns to our attention.
The complainant reported this loss to our office on January 31, 2024. After reviewing all evidence for this loss, including statements from both parties and the police report liability was accepted for this loss. The complainants vehicle was inspected and payment has been issued.
We hope this satisfies your inquiry. Should you have any further questions or concerns, please do not hesitate to contact the undersigned.
Sincerely,
*********************************
PD Supervisor
Ph:**********************
Cc: *******************************Business response
04/15/2024
April 15, 2024
Re:
BBB Case#: 21546911
Claim #: 0100362908-001
Policy #: UAH 38273801
Insured: *********************************
Loss Date: 01/31/2024
Complainant: *****************************;
To Whom It May ****************** are in receipt of the above complaint forwarded by your office. Thank you for bringing the complainants concerns to our attention.
The complainant reported this loss to our office on January 31, 2024. After reviewing all evidence for this loss, including statements from both parties and the police report liability was accepted for this loss. The complainants vehicle was inspected and payment has been issued.
We hope this satisfies your inquiry. Should you have any further questions or concerns, please do not hesitate to contact the undersigned.
Sincerely,
*********************************
PD Supervisor
Ph:**********************
Cc: *******************************Initial Complaint
03/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On January 25th 2024. I was struck from behind at a stop sign by a person insured by United auto insurance. I have been trying to settle this with them, but they will not contact me. They will not give me any updates other than that, they are waiting on the police report, and a statement from the insured it has been months now still no contact. The other driver was clearly at fault and his at fault and the police report they will not contact me or send me any updates and refuse to answer the phone. They are not willing to move forward with anything , and are not cooperatingBusiness response
03/26/2024
March 20th, 2024
Re:
BBB Case#: 21446661
Claim #: 0800242387
Policy #: TXY ********
Insured: ***********************************
Loss Date: 1/25/2024
Complainant: ***************************
To Whom It May ****************** are in receipt of the above complaint forwarded by your office. Thank you for bringing the complainants concerns to our attention.
This claim was reported to our office on January 29, 2024,by the complainant. We attempted to reach the complainant via telephone on February 8, 2024, however a voicemail was left. As part of a thorough claims investigation, we requested, among other things, statements from the parties involved and photos of the damaged vehicles.
After reviewing all evidence for this loss, including statements from both parties and the police report liability was accepted and payment issued timely.
We hope this satisfies your inquiry. Should you have any further questions or concerns, please do not hesitate to contact the undersigned.
Sincerely,
***********************
***********************
Property Damage Supervisor
Phone# ***********************
CC: ***********************************Initial Complaint
03/08/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
My claim number is ********** . My car was total on December 28,2023. And I cannot get my claim paid by united insurance. One of the customers hit me head on and I am blessed to be alive. Since then I have since the adjuster pictures of my car and rental receipts and still they yet to settle my claim. Please someone contact me and help me. Thank youBusiness response
03/18/2024
March 18, 2024
Re:
BBB Case#: 21407556
Claim #: 0100359861
Policy #: UAD 99823102
Insured: *********************** ********
Loss Date: 12/28/2023
Complainant: ****************************;
To Whom It May ****************** are in receipt of the above complaint forwarded by your office. Thank you for bringing the complainants concerns to our attention.
At this time this claim is under coverage investigation, the operator of our insured vehicle is not listed on the policy and our insured has not cooperated with the coverage investigation.
We hope this satisfies your inquiry. Should you have any further questions or concerns, please do not hesitate to contact the undersigned.
Sincerely,
***********************
Property damage Supervisor
**********************
CC: *********************** ********
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Contact Information
Customer Complaints Summary
85 total complaints in the last 3 years.
32 complaints closed in the last 12 months.