Business Profile

Auto Insurance

United Automobile Insurance Company

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Additional Complaint Information

Customer Complaint:

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Initial Complaint
01/24/2025
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was rear end it on my car ; the car that hit my car was insured by united Automobile insurance base out of ************* the accident happened i ********************I submitted all the information to the insurance company, fhotos,police report number ,appraisal from body shop is been more than a month after I give them all the information they requested left more than & messages with the adjuster and they have not answer any of them Claim adjuster ****** ***** tel **************************** supervisor ******* ******* extension *****. My Estimate for the repairs are $2252.06
Business response
02/05/2025
February 5, 2025

Re:
BBB Case#:                 22852566
Claim #:                       0100396968
Policy #:                       UAO 556559
Insured:                       Trayonna ****** M. *******
Loss Date:                    12/21/2024
Complainant:               ********* *********

To Whom It May Concern:

We are in receipt of the above complaint forwarded by your office. Thank you for bringing this matter to our attention.
Due to a coverage issue, the above loss was handled under a Reservation of Rights. At this time, we can confirm the initial payment has been issued and the supplement has been completed. Payment is processed.
We hope this satisfies your inquiry. Should you have any further questions or concerns, please do not hesitate to contact the undersigned.

Sincerely,

******* *****
Compliance Specialist
United Automobile Insurance Company
******************************

Cc: Trayonna ****** M. *******

Customer response
02/05/2025
I have reviewed the business response and accept this resolution.
Initial Complaint
12/25/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I was denied monetary compensation for a car accident due to United Automobile Insurance Company Adjuster determined that I was an Uber Driver. I have never been an Uber Driver and at the time of the accident the person who hit my car, ******** Abreu *********, was an Uber Driver who was insured by United Automobile Insurance Company (UAIC). ******** Abreu ********* hit my car by the rear passenger side. On May 3, 2024, I was parked at the ************* ***************** Departure Line dropping my daughter off for a flight when the accident happened. I received a **** denied letter dated November 25, 2024, on December 5, 2024, stating that I worked as an Uber Driver at the time of the loss, and no coverage of any kind would be afforded for this loss. I called UAIC Adjuster ****** ********** at **************************** multiple times leaving voicemails to resolve this claim and as of today December 25, 2024, I have not received a returned call. Reference Claim Number:0100372818-002 / Policy Number:UAD604022202 / Insured Name: ******** Abreu ********* / Loss Date:05/03/2024 / Claimant: ****** ******. I would like to receive monetary compensation for the accident and resolve this claim with the correct information.
Business response
01/07/2025
Please find our response to Complaint *********** attached.
Initial Complaint
12/23/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Claim Number: ********** Date of Loss: Nov 19, 2024 Claimant: ******* Ayon **** I have attached my complaint in the form of a letter as it is too long to include in this box. I was unable to upload the video of the accident to the attachments, please let me know how to send it to your team for review.
Business response
01/15/2025

January 15, 2025

Re:
BBB Case#:                 22724037
Claim #:                       0100393588
Policy #:                       UAH 34875302
Insured:                       **** *******
Loss Date:                    11/19/2024
Complainant:               ******* ****

To Whom It May Concern:

We are in receipt of the above complaint forwarded by your office. Thank you for bringing this matter to our attention.

We certainly do apologize for any issues with communication you may have experienced.

Since our initial liability determination, additional evidence has been presented to the contrary. Guided by the evidence gathered which included but was not limited to statements,surveillance video, the police report, photographs, points of impact, and Florida Statute ******* (below), we do not find our insured to be liable in this loss.

******* Vehicle turning left. The driver of a vehicle intending to turn to the left within an intersection or into an alley, private road, or driveway shall yield the right-of-way to any vehicle approaching from the opposite direction, or vehicles lawfully passing on the left of the turning vehicle, which is within the intersection or so close thereto as to constitute an immediate hazard. A violation of this section is a noncriminal traffic infraction, punishable as a moving violation as provided in chapter 318.

We hope this satisfies your inquiry. Should you have any further questions or concerns, please do not hesitate to contact the undersigned.

Sincerely,

******* *****
Compliance Specialist
United Automobile Insurance Company
******************************

Cc:**** *******
Customer response
01/15/2025
I am rejecting this response because:
I was contacted yesterday, January 13, 2025, by adjuster ***** ****** from United Automobile Insurance, who requested a copy of the video of the accident. Today, I received another phone call from her informing me that after reviewing the video and all the evidence, the company has determined that they will not accept liability for my claim and have denied coverage for the repairs to my vehicle. Shortly after our conversation, I received an email from the adjuster explaining the reasons for denying the claim, which I am attaching to this message. According to the letter, they declined the claim based on the following:
**316.122 Vehicle Turning Left**
The driver of a vehicle intending to turn left within an intersection or into an alley, private road, or driveway must yield the right-of-way to any vehicle approaching from the opposite direction or to vehicles lawfully passing on the left of the turning vehicle, which are within the intersection or close enough to constitute an immediate hazard. A violation of this section is a noncriminal traffic infraction, punishable as a moving violation as provided in Chapter 318.

This determination is both unlawful and unsupported. The insurance company refuses to consider, despite their claim of having reviewed all the evidence presented the following:
1. The police officer who responded to the scene determined that the at-fault driver, **** **** Escalante *******, committed an "Improper Passing" violation on a two-lane road (please refer to the attached police report and photos of the street).
2. The video, sent yesterday to ******************************************* clearly shows that Mr. ********* ******* unlawfully passed on the left of my turning vehicle and failed to obey traffic laws.
3. Based on the evidence reviewed by the responding officer, including the video of the accident and testimony from a witness who stayed behind, the officer determined that I had no contributing action to the accident (please see the attached police report and photos of the street). United Automobile Insurance has chosen to ignore the clear evidence pointing to their client being at fault and continues to delay the repairs to my vehicle since the accident on November 19, 2024. This situation puts me at risk every time I drive with an unpredictable damaged vehicle, as I rely on my vehicle to get to work. Additionally, the insurance company has primarily communicated via phone calls. Despite my request for email correspondence to submit all evidence, the adjuster stated that her management prefers not to share email addresses. I was forced to send the video via text message, and she confirmed during our phone call that she could not view the video clearly. I insisted on using email, but she refused multiple times.

My request is straightforward and aligns with Florida law. The evidence demonstrates that I am not at fault for this unfortunate accident; the sole responsibility lies with Mr. ********* for his negligent driving. Therefore, United Automobile Insurance should assume 100% of the costs and damages to repair my vehicle and restore it to its condition prior to the accident.
I am also formally requesting that all future communication from United Automobile Insurance be conducted exclusively via email, as they already have my email address. I do not consent to any further phone calls, as I cannot record them and present them as evidence. Thank you for your attention to this matter.
Business response
01/17/2025
January 17, 2025

Re:
BBB Case#:                 22724037
Claim #:                       0100393588
Policy #:                       UAH 34875302
Insured:                       **** *******
Loss Date:                    11/19/2024
Complainant:               ******* ****

To Whom It May Concern:

We are in receipt of the above complaint forwarded by your office. Thank you for bringing this matter to our attention.

Please note the greater duty of the complainant was to turn left when clear. Points of impact favor our Insured as the complainants vehicle sustained left from end damage and impacting our Insureds right-side door. Our position remains the same as we did not find our Insured to be liable in the above 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 Specialist
United Automobile Insurance Company
******************************

Cc:**** *******
Customer response
01/17/2025
Once again, I would like to present the evidence related to the accident, which includes a video of the incident and street photos clearly showing that the road is a two-lane road. Additionally, the police report indicates that the responding officer reviewed the video and spoke to a witness at the scene, confirming that the road is indeed two lanes. As a result, the driver of the 2020 ***** ************* ********* *******, received a written warning for improper lane passing, which caused the accident. Also, my insurance company reviewed the video after United Automobile Insurance attempted to file a claim against me, which was subsequently declined. Please see the attached email, which contains the communication between my insurance company and United Automobile Insurance, for reference.
I am requesting that the Better Business Bureau review all the evidence, as it is clear that United Automobile Insurance is refusing to acknowledge culpability by their insured for improper lane passing. If the Better Business Bureau is unable to intervene, please let me know, as I will need to locate the appropriate state agency to review the evidence and ensure this case is resolved fairly.
The video evidence was emailed to ************************************************************************* on 1/14/2025. I cannot attach it to this response.
Customer response
01/17/2025
I am rejecting this response because:
Once again, I would like to present the evidence related to the accident, which includes a video of the incident and street photos clearly showing that the road is a two-lane road. Additionally, the police report indicates that the responding officer reviewed the video and spoke to a witness at the scene, confirming that the road is indeed two lanes. As a result, the driver of the 2020 ***** ************* ********* *******, received a written warning for improper lane passing, which caused the accident. Also, my insurance company reviewed the video after United Automobile Insurance attempted to file a claim against me, which was subsequently declined. Please see the attached email, which contains the communication between my insurance company and United Automobile Insurance, for reference.
I am requesting that the Better Business Bureau review all the evidence, as it is clear that United Automobile Insurance is refusing to acknowledge culpability by their insured for improper lane passing. If the Better Business Bureau is unable to intervene, please let me know, as I will need to locate the appropriate state agency to review the evidence and ensure this case is resolved fairly.
Business response
01/22/2025
January 22, 2025

Re:
BBB Case#:                 22724037
Claim #:                       0100393588
Policy #:                       UAH 34875302
Insured:                       **** *******
Loss Date:                    11/19/2024
Complainant:               ******* Ayon ****

To Whom It May Concern:

We are in receipt of the above complaint forwarded by your office. Thank you for bringing this matter to our attention.

Please note the greater duty in this loss was to turn left when clear. The complainant turned left into the front side of our insureds vehicle. Our position remains the same as we did not find our Insured to be liable in the above 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 Specialist
United Automobile Insurance Company
******************************

Cc:**** *******
Initial Complaint
12/11/2024
Complaint Type:
Product Issues
Status:
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.
I have been insured by this company for over 2 years now. I have paid my insurance each month the same way. I log onto their website and pay it. I paid it 11/27/24. Today, 12/11/24 I received a text from this company stating my insurance cancelled 11/30/24 due to non-payment. I sent them a copy of my bank statement proving the payment was made. I have been on the phone most of the day with UAIG/UAIS and my agent Amax trying to get this resolved. No one knows anything. **** said I need to call ****/**** . ****/**** says this is something for **** to handle. In the meantime, I have to drive uninsured while they pass the ***** I have attached a copy of the page from my bank statement proving the payment was made. These are the worse companies ever.
Customer response
12/12/2024
I received a call from **** this morning. The ***resentative stated it was an error processing my payment. It was posted to another account holder. She said my insurance has been reinstated with no lapse in coverage. However, I have attempted to log into my account ***eatedly today and called their automated policy information system. Both still have my policy as canceled. I called their customer service line ************ around 4:45 PM CST and spoke to someone named *****. While I was trying to explain the situation to her and told her that a **** *** called me, she interrupted me and said, 'you mean your agent called because we don't make outgoing calls.' I continued to try to explain that the call did come from **** because I still have it on my caller ID. The call came in at 9:20 AM CST from ************. She didn't say a word, she just put the on-hold music back on and then the call hung up. I called right back and was on hold for about 15 minutes before I had to hang up. This company is awful. I planned on keeping the policy in effect until March when it ends, but I am so afraid that if I have an accident, they won't be there to assist me. You can barely get them on the phone. The ***s interrupt you when you are speaking and then hang up on you. It's just ridiculous that they treat their customers like this and we get the pleasure of paying them to do it.
Business response
01/02/2025
Please see our response attached as a PDF.
Initial Complaint
11/27/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On October 1st I was driving and was side swiped by another driver. We attempted to call the police but they never came because they said no one was hurt. The other driver and I exchanged information. For the last 2 months his insurance company has made my life h*** I have gone two months barely able to get anyone on the phone. Tesla (my car) has been attempting to communicate with the adjuster on the case and they can never get a hold of him. His name is **** ***** and this man is a horrible human being. He knows that the company he works for is fraudulent yet he does not seem to care one bit. For every 100 calls and voicemails I leave him he calls me once. And when I cant answer his one phone call because I am at work he does not attempt to call me back for weeks. His excuse? He tried to call me already. The individual who hit my car has taken full responsibility and has been nothing but helpful. United auto is claiming that they can not proceed to fix my vehicle because they can not get a hold of the individual who hit me. That is a complete lie. I have NUMEROUS audio recordings with the individual calling United auto and leaving a detailed voicemail stating he has never been contacted. I called **** ***** last week and told him of these recordings. His response? Well Im not who you need to speak too so-so is. How convenient that this information was never told to me. I now have NUMEROUS audio recordings calling so-so individual with the person who hit my car. And no response. ***** has stated that they have only been in touch with ******** once where they were offered $4,200 to fix my car. I declined because the car damage is $23,000. ******** on our last call said they will attempt to call the individual that hit me once more in mid December and if they do not reach him my case will be closed. United auto and ******** are purposely not contacting the person that hit me so they wont have to pay. ********** claim number **** ***** ********************
Business response
12/12/2024
December 12, 2024

Re:
BBB Case#: 22612480
Claim #: 0100388423
Policy #:                       UCD 68763001
Insured: ******* *****
Loss Date: 10/1/2024
Complainant: **** Corominas

To Whom It May Concern:

We are in receipt of the above complaint forwarded by your office.Thank you for bringing the complainants concerns to our attention.

We certainly do apologize for any issues with communication you may have experienced.

Due to the ongoing investigation this file has been promptly handled under a Reservation of Rights (ROR).

At this time, we can confirm our adjuster spoke to ************* Mr. ********* advised our adjuster to contact our insured at the phone number he provided, in which he has been in contact with. We are attempting to contact our insured and once we have obtained his statement, we will be able to conclude our investigation.

Regarding storage, we have sent the complainant a Property Damage Mitigation Letter on 10/4/2024 advising the claimant to move his vehicle if it is accruing storage fees.
We hope this satisfies your inquiry.Should you have any further questions or concerns, please do not hesitate to contact the undersigned.

Sincerely,

******* *****
Compliance Specialist
United Automobile Insurance Company
******************************

Cc: ******* *****
Customer response
12/19/2024
I am rejecting this response because: I find it utterly absurd at what occurred last week when Mr. ***** contacted me. Not surprising to anyone he called me and told me it was to update me on my case. Then proceeds to tell me there is no update because they can not get a hold of the individual that hit me. I stay calm (because at this point Ive come to the conclusion that United Automobile will not take responsibility) and tell ******** that I find it strange that I AND my insurance have both contacted the individual NUMEROUS times without issue and have audio recordings of those calls. ******** stays quiet. I then ask ******** if he could share the number United Auto has been calling to see if its the same number. He says no, he cannot and actually had the audacity to sound offended. He says his investigators have the correct number and E-Mail. After a short pause he says you may give me the number you have as I start to look for it he says if you dont have it now you can just call and leave it on my voicemail. That actually made me laugh out loud because we all know he doesnt check his voicemails ( I have proof of this shortly)
I give him the number I have and hang up. 15 minutes later the individual that hit my car calls me and says THEY FINALLY CALLED ME! So what does that tell you? In my possession I have THREE recorded calls. TWO to ******** and one to his superior where the individual that hit me ****** STATES his name, case number and PHONE NUMBER. The same number I gave ********. If ******** had checked his voicemail or his boss had checked his voicemail they would have had that number months ago. But instead they waited 3 months, after I filed this complaint here ironically to actually make an attempt at contacting that individual.
Im sure nothing will come from them finally speaking to him and him taking full responsibility for essentially totaling my car. ***** said they were offered $4,500 to fix the car when the cost to repair is $23,500. And thats not to mention all the money Ive spent on rentals and begging Tesla not to charge me storage fees. Because we all know United Auto was not going to reimburse me for A) the damage to the car B) the rentals and C) storage when what was offered to Tesla to fix the car was a fraction of what it needed to be.
Business response
12/23/2024
December 23, 2024

Re:
BBB Case#: 22612480
Claim #:                       0100388423
Policy #:                       UCD 68763001
Insured:                       ******* *****
Loss Date: 10/1/2024
Complainant:               **** Corominas

To Whom It May Concern:

We are in receipt of the above complaint forwarded by your office.Thank you for bringing the complainants concerns to our attention.

Since our prior response we have concluded our investigation,and we have accepted our insured to be majority liable.

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 off the insurance companys estimate. In adhering to our duty to indemnify, if additional related damage is found during the repair, the shop representatives simply call us (or access our online claims portal) for a supplemental estimate. Our appraiser was recently contacted by the repair shop for a supplement, and we are currently awaiting the estimate.
We hope this satisfies your inquiry.Should you have any further questions or concerns, please do not hesitate to contact the undersigned.

Sincerely,

******* *****
Compliance Specialist
United Automobile Insurance Company
******************************

Cc: ******* *****
Initial Complaint
11/19/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Unresolved Claim and *********************** Claim #********************************* Phone: ************** I am submitting this complaint against United Automobile Insurance Company regarding my unresolved claim following an accident on August 16, 2024. I am the injured party in this incident, which involved an insured driver of this company. On August 17 ,I filed my claim . However, I did not receive any response or updates regarding the claim for three months. Over the next three months, I repeatedly called the customer service department but received no meaningful updates. No real assistance was offered, and my adjuster, ***** ******, never responded to my calls.On October 2, 2024, I received a text message stating that my claim was processed, and I would be receiving a check for $1,201.31. However, there was no explanation about how the amount was determined, and I did not receive any further details or instructions on what to do next. When I tried to start repairing my car at the body shop, they required the estimate used to determine the payout amount. I called multiple times, requesting this estimate, and it took them two weeks to send me the required document.On October 28, 2024, I took my car to the shop, where they completed an estimate for hidden damages. This estimate was submitted to United Automobile Insurance for approval or modification on November 1, 2024. As of November 18, 2024, I received the response after three weeks .Today November ******************************* that they made some changes to the estimate and that now I am supposed to pay an amount of $270 out of my pocket because they do not consider it necessary the rate for job that is 54 p/hr , they only cover 46p/hr and all the other insurance cover the 54 p/hr rate .I request that the Better Business Bureau assist in resolving this issue by urging United Automobile Insurance Company to:Approve the complete estimate submitted by the shop beacuse i'm the injured .
Business response
12/05/2024
December 5, 2024

Re:
BBB Case#: 22579054
Claim #:                       0100383797
Policy #:                       UAO 481302
Insured:                       Yasniel ******
Loss Date: 08/17/2024
Complainant: ******* Mejias

To Whom It May Concern:

We are in receipt of the above complaint forwarded by your office.Thank you for bringing the complainants concerns to our attention.

We certainly do apologize for any issues with communication you may have experienced.

At this time, we can confirm that our appraiser met with the body shop, and we have agreed on the labor rate. The shop confirmed there will not be an out-of-pocket cost for the complainant.

Rest assured we are committed to adhering to our duty to indemnify.
We hope this satisfies your inquiry.Should you have any further questions or concerns, please do not hesitate to contact the undersigned.

Sincerely,

******* *****
Compliance Specialist
United Automobile Insurance Company
******************************

Cc: Yasniel ******
Customer response
12/09/2024
I have reviewed the business response and accept this resolution. Thank you for resolving the situation of the money being charged out of pocket. I received the adjustment email, but until today they have not yet processed the payment for that adjustment to the shop. I would appreciate appropriate follow-up for this.Thank You
Initial Complaint
10/29/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
At this point the company should definitely be shut down. Myself and my attorney have been very patient with them but this is becoming a lot. Their insured hit me, June 2024, and they totaled my car out. I have both a PI and property damage case. The adjusters just dont take anything serious. My original adjuster is no longer with the company half way through my case and no one said anything to me or my attorney just constantly had us calling with no response. Finally we were able to get in touch with my adjuster supervisor but now she wont even answer my call. Were on the last step which is rental care reimbursement and they are still giving us a hard time. Before my original adjuster left she had extended my rental car and I even showed proof of her doing it but they only want to pay for what they want to pay so I asked that my new adjuster talk with her supervisor and she said she would and get back to me but here we are 3 weeks later with no response. This is so annoying as the person who wasnt at fault because Im having to come out of more and more money for their lack of attention.
Customer response
10/29/2024
Please review my previous complaint along with this information. I have not been able to contact the property damage adjuster Ms. ******* for the last 3 weeks about rental car reimbursement. She talked with myself and the attorney and said she will review it with her supervisor and contact us about the rental car reimbursement. Mind you, I had another adjuster who is not longer with the team and I was reaching out for a month straight and no one had told me she was gone. Now they have sent the car payoff but wont respond about the rental car reimbursement when they sent me one originally and I told them that I wouldnt sigh because the days approved for rental car was not on the release paperwork. She then proceeded to say she will reach out to her supervisor and its been 3 weeks no answer of the phone call or text.
Customer response
10/29/2024
The last case was resolved because they reached out however after you all reached out to them and then a week later they stopped responding again. Nothing has been handled except them just paying the car off since June and my personal injury case now has to go to court.
Business response
11/01/2024

November 1, 2024

Re:
BBB Case#: 22487032
Claim #:                       0100379015
Policy #: UCD 697512
Insured:                       **** *. ******* *****
Loss Date: 06/27/2024
Complainant: ******* Hunter

To Whom It May Concern:

We are in receipt of the above complaint forwarded by your office. Thank you for bringing the complainants concerns to our attention.

We certainly do apologize for any issues regarding communication.

Our records confirm we have approved the Loss of Use for the 62 days at $25 per day.

We hope this satisfies your inquiry. Should you have any further questions or concerns, please do not hesitate to contact the undersigned.

Sincerely,

******* *****
Compliance Specialist
United Automobile Insurance Company
******************************
Customer response
11/01/2024
I have reviewed the business response and accept this resolution. It was just resolved yesterday.
Initial Complaint
10/21/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I was involved in an accident on 9/28/24. I have submitted all necessary paperwork on y side and my car was totaled. I was told that all I needed to do was complete a report with a Adjuster named ******* ********. This woman NEVER returns a call or message. I have left messages for 2 "managers" who have not returned a call or message yet. This place seems like a scam and they need to be held accountable. People are paying their hard earned money to insure their cars and they are not doing their job. The estimate was done and approved but my process is being held up by someone simply not doing their job. I am pretty sure from ready other complaint that this is how they handle business regularly.
Business response
10/25/2024

October 25, 2024

Re:
BBB Case#:                  22450348
Claim #:                       0100388120
Policy #:                       UAH ******
Insured:                        Chelsea ****************************************************************
Loss Date:                    09/28/2024
Complainant:                Chelsea **********************************

To Whom It May Concern:

We are in receipt of the above complaint forwarded by your office. Thank you for bringing the complainants concerns to our attention.

We certainly apologize for any issues with communication.Our records confirm our adjuster has been in contact with the complainant to discuss the matters referenced in the above complaint. We presented Ms. **** with the total loss paperwork. The documents have been fully executed and returned to us, by Ms. ***** We have approached the vehicles lien-holder for the Guarantee of Title. Once the document arrives from the lien-holder, the settlement draft will be issued.

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
******************************
Initial Complaint
10/21/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Was in an auto accident with one of their policy holders they are refusing to pay for the car to be fixed refusing to pay for the value of the car as a total loss refusing to pay for my rental car that theyve had me in for 5weeks because they dont get back to me with an offer for my car. The adjuster ******* ****** took 3weeks to tell me to resend a documents she unknowingly answered my call but sat on the phone with another employee gossiping for 20mintues when I hung up and called back she refused to take my call, and the supervisor ******* does not answer or return calls either
Business response
10/29/2024
October 29, 2024

Re:
BBB Case#: 22450209
Claim #:                       0100382814
Policy #:                       UAO 46782501
Insured:                       ****** *******
Loss Date: 08/04/2024
Complainant:               ******* Soto

To Whom It May Concern:

We are in receipt of the above complaint forwarded by your office.Thank you for bringing the complainants concerns to our attention.
We certainly do apologize for any issues with communication you may have experienced.
At this time, we show the claim has been settled and payment has been requested.
We hope this satisfies your inquiry. Should you have any further questions or concerns, please do not hesitate to contact the undersigned.

Sincerely,

******* *****
Compliance Specialist
United Automobile Insurance Company
******************************

CC: ****** *******
Customer response
10/30/2024
Unsatisfied with results apparently when they consider your car a total loss they give you the trade -in value for the car which is thousands of dollars less the the actual value. And they did not reimburse me the over $2000 I spent in rental cars while waiting 5weeks they only reimbursed me $300 so they said because I did not get an itemized breakdown of how they came up with the ***** they sent me.
Customer response
10/31/2024
I am rejecting this response because: Unsatisfied with results apparently when they consider your car a total loss they give you the trade -in value for the car which is thousands of dollars less the the actual value. And they did not reimburse me the over $2000 I spent in rental cars while waiting 5weeks they only reimbursed me $300 so they said because I did not get an itemized breakdown of how they came up with the ***** they sent me.
Business response
11/07/2024
November 7, 2024

Re:
BBB Case#:                 22450209
Claim #:                       0100382814
Policy #: UAO 46782501
Insured:                       ****** *******
Loss Date: 08/04/2024
Complainant:               ******* Soto

To Whom It May Concern:

We are in receipt of the above complaint forwarded by your office.Thank you for bringing the complainants concerns to our attention.
Please note Loss of use was offered to Ms. **** in the amount of $300.00 and was added to the settlement amount which was accepted by Ms. *****
At this time,we can confirm the draft cleared on October 31, 2024, in the amount of $5,525.58.
We hope this satisfies your inquiry.Should you have any further questions or concerns, please do not hesitate to contact the undersigned.

Sincerely,

******* *****
Compliance Specialist
United Automobile Insurance Company
******************************

CC: ****** *******
Customer response
11/07/2024
Insurance companies are required to cover rental cars and tax and title for a new vehicle when a car is deemed a total loss and pay the value of the car NOT the TRADE IN VALUE! Payment was accepted because I was 5weeks without a vehicle paying out of pocket over $2000 for a rental car because this fraudulent insurance company wouldnt meet their requirements and reading other complaints this is what they do make people wait weeks for an offer then low ball then make you wait weeks again just to offer the same amount that was rejected the first time. Please send proof that my cars value an 2018 ****** Altima is only valued at 5200.
Initial Complaint
10/20/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I am writing to formally express my frustration and dissatisfaction with the handling of my insurance claim. On **October 4th**, my vehicle sustained internal damages due to the actions of a towing company. Despite the incident being nearly three weeks ago, I have yet to receive any communication from an adjuster to take a statement, and no adjuster has visited the mechanic shop to assess the damages. I have made multiple attempts to reach out, as has ********* the lienholder, but there has been no response. Additionally, my **GAP insurance provider** has also been trying to contact your office, but like me, they have not received any callbacks. We are now on **October 20th**, and the total lack of communication is unacceptable.This is not the first time I have experienced such delays with your company. Previously, it took over three months to resolve an issue with a headlight and a dashboard code. The lack of timely and efficient service is concerning, and I feel that my needs as a policyholder are being completely neglected.I am requesting that this situation be resolved immediately, with an adjuster sent to the mechanic shop without further delay, and that the damages be covered, as this incident was not my fault. I expect a swift response to this complaint, and I do not recommend this insurance company to anyone seeking reliable service. The lack of professionalism and customer care is truly unbelievable.Please contact me promptly to discuss this matter, and ensure that my claim is processed without further delay.
Business response
10/22/2024

October 22, 2024

Re:
BBB Case#:                  22448905
Claim #:                       0800246886
Policy #:                       TXY ********
Insured:                        ****** ****
Loss Date:                    10/04/2024
Complainant:                ****** ****

To Whom It May Concern:

We are in receipt of the above complaint forwarded by your office. Thank you for bringing the complainants concerns to our attention.

Our adjuster has been in contact with the complainant to discuss the matters referenced in the above complaint and advised Ms. **** of the coverage determination.

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

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