ComplaintsforUnited Automobile Insurance Company

Auto Insurance

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Customer Complaint:

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Initial Complaint
03/17/2024
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 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 cooperating
Business 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
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.
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 you
Business 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: *********************** ********
Initial Complaint
03/05/2024
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.
Accident date - 09.25.2023 (We are the claimants, not the United Auto Insurance Company client) The insurance company refuses to pay the $25 a day rental reimbursement fee for the 58 days that our vehicle was in the body shop for the repair of our vehicle. Our vehicle went into the body shop for repair on 10.30.2023 and released on 12.27.2023, approximately 58 days - the car had additional body damage than what they (****) initially quoted. We needed to wait on the **** adjuster to approve the additional damages, and then had to wait on the necessary vehicle (2023 Lexus IS 300) parts. The adjuster "*********************************", is the insurance adjuster for **** that we have been dealing with since this claim started, initially stated that the rental allowance per day is $25. Once we returned the rental to Hertz, we paid out of pocket for the total sum of the rental fee, when the body shop advised the vehicle was ready for pick up. As it turns out, now we are being told by ****************** that "management" has only approved $420 towards the rental reimbursement - the vehicle was in the body shop for 58 days at $25 a day, is a total of $1,450. On three occasions, we have asked them for contact information for the "management" individual or department that made this decision, not abiding by what they initial said (in writing, communication attached) on more than more occasion, at no avail. Today, ****************** replied with the general customer service contact telephone number, I called, spoke to "Tishon" in the **** claims department, he stated that "the supervisor" who approves the rental reimbursement is not available to come to the phone at this time", I explained the issue at hand and he stated that the body shop only worked on the car 14 days, and then transferred me to the extension of the adjuster over this claim that stated that "no other offers will be extended" in an email today, 03.05.2024.
Business response
03/18/2024

Mrach 14, 2024

Re:
BBB ID#            ********
Claim #:           **********
Policy #:             UAD 602390602
Insured:            ***************************** ******
Loss Date:        09/25/2023
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.

We owe a reasonable loss of use for the reasonable amount of time it should take to repair the complainants car, per our written estimate. We are pending the executed release from the complainant to issue the rental payment.

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
Phone# ***********************
Customer response
03/18/2024
Good afternoon. On Thursday, March 14th, I received a call from the **** Adjuster "******************" that has been overseeing the claim - "I am calling you regarding the complaint". She apologized for us not receiving a call from a supervisor an initially requested in order to obtain the specifics on the "payout for the rental reimbursement" for $420.00, specifically how did they reach this sum. She went on to explain that **** was now willing to pay $600.00, again no information how they estimated the $600.00 - simply, that the "supervisor" had approved this sum for the rental reimbursement. Once again, I explained our position, that the car was in the body shop for 58 days, per an email that she sent me (attached) that the daily rental reimbursement fee was $25.00 therefore, the total reimbursement should be a total of $1,450.00, not taking into account that we paid $2,936.68 for the car rental (receipt attached) while our vehicle was being repaired, she proceeded to say, and I quote "you are beating a dead horse". We, as the claimants (we were crashed into/rear-ended by their client), have assisted in obtaining all the accident information required by them, provided pictures, the police report, have attempted to amicably come to a reasonable resolution, at no avail. They claim that the body shop told them that the car was under repair for 14 days, which is untrue because, we confirmed with the body shop, as I was in weekly contact with them - between waiting for the **** adjuster to reevaluate the damages and then waiting on parts. Now they claim (per the call on March 14th with ******************) that the body shop should have released the vehicle to us while awaiting parts, they never did and that is irrelevant to us as this was a matter between the body shop and United Auto Insurance Company - The car was missing the whole back bumper and lights due to the accident, clearly, we could not have driven the vehicle in that condition.
On numerous occasions, I have contacted ****, left messages, have attempted to speak to a supervisor as directed by their claim's customer service as well as, ******************, and no verbal response until March 14th, and now ****************** contact us because of the "complaint" as she stated, not to resolve the matter at hand. I am happy to discuss further if needed, my direct dial is ************.
Thank you,
******* and *************************

Customer response
03/18/2024
Good afternoon. On Thursday, March 14th, I received a call from the **** Adjuster "******************" that has been overseeing the claim - "I am calling you regarding the complaint". She apologized for us not receiving a call from a supervisor an initially requested in order to obtain the specifics on the "payout for the rental reimbursement" for $420.00, specifically how did they reach this sum. She went on to explain that **** was now willing to pay $600.00, again no information how they estimated the $600.00 - simply, that the "supervisor" had approved this sum for the rental reimbursement. Once again, I explained our position, that the car was in the body shop for 58 days, per an email that she sent me (attached) that the daily rental reimbursement fee was $25.00 therefore, the total reimbursement should be a total of $1,450.00, not taking into account that we paid $2,936.68 for the car rental (receipt attached) while our vehicle was being repaired, she proceeded to say, and I quote "you are beating a dead horse". We, as the claimants (we were crashed into/rear-ended by their client), have assisted in obtaining all the accident information required by them, provided pictures, the police report, have attempted to amicably come to a reasonable resolution, at no avail. They claim that the body shop told them that the car was under repair for 14 days, which is untrue because, we confirmed with the body shop, as I was in weekly contact with them - between waiting for the **** adjuster to reevaluate the damages and then waiting on parts. Now they claim (per the call on March 14th with ******************) that the body shop should have released the vehicle to us while awaiting parts, they never did and that is irrelevant to us as this was a matter between the body shop and United Auto Insurance Company - The car was missing the whole back bumper and lights due to the accident, clearly, we could not have driven the vehicle in that condition.
On numerous occasions, I have contacted ****, left messages, have attempted to speak to a supervisor as directed by their claim's customer service as well as, ******************, and no verbal response until March 14th, and now ****************** contact us because of the "complaint" as she stated, not to resolve the matter at hand. I am happy to discuss further if needed, my direct dial is ************.
Thank you,
******* and *************************
Initial Complaint
03/01/2024
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 needed insurance with an SR 22 which is what I was under the impression of getting but after paying the down payment and going to the **** I was told that I did not get an SR 22 and I had to get new insurance. Since I did not use the services From UAIC, I was told I would get a refund, but I have not seen a refund and it has been almost 2 months
Business response
03/18/2024
Please find our response attached above
Customer response
03/28/2024
I am rejecting this response because: I called the people who insured me asking them how to cancel my insurance. They told me to send this information to this email address and it would be taken care of. After submitting, I called them to confirm everything checked out. I was told that I am now waiting on UAIC for my refund.
Business response
04/05/2024
Attached, please find our response to the complainant's rebuttal.

Sincerely,

**************************;
Compliance Manager
UAIC

Customer response
04/05/2024
I am rejecting this response because: This is proof that I had insurance on my vehicle to replace UAIC. I didnt have your coverage for even a week yet when I was ready to replace it due to insufficient coverage. Im okay with paying for insurance for the 5 days I legally needed it, but I expect to be refunded for the insurance I didnt need/use.
Business response
05/28/2024

May 28, 2024

Re:
BBB Case#:                  ********
Claim #:                       0100371867
Policy #:                       UAP 169882
Insured:                        ******* ************************
Loss Date:                    04/24/2024
Complainant:                ******* ************************

To Whom It May ****************** are in receipt of the complainants rebuttal.

The request being made by the complainant this one addressed to their insurance agent. We recommend the complainant contact their insurance agent regarding any policy changes that need to occur.

Should you have any further questions or concerns, please do not hesitate to contact the undersigned.

Sincerely,

***************************
Compliance Manager
Phone# ***********************
Initial Complaint
01/31/2024
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.
September 15th 2023 I was involved in a four car accident which one person that was found at fault by the state trooper on scene that has United Auto Insurance Company I've been trying to get in contact with this insurance company for more than 5 and Noone answers the phone i only spoken to their adjuster one time telling me that this case was going to take no more than 60 days to get a response today is January 31st and I still haven't received a call back from this insurance company I try to call them and they don't answer their phone calls when I leave them voicemails they never reply to me im trying to get in contact with this adjuster calld ********************* telephone number ********************** claim number 0100350459exp3 but like I said before he does not answer the phone calls at all and he's the only person that can look in to my claim
Business response
02/08/2024
February 5, 2024

Better Business Bureau
*************************
***************, ** 33407

Re:
BBB Case#:                  21228827
Claim #:                       0100350459
Policy #:                        UAP ********
Insured:                        ************************************************************************************* Loss Date:                    09/20/2023
            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.

Based on the police report and statements. Our insured is not liable for the damages to the complainants vehicle. Our liability determination letter has been sent to the complainant.

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
****
Ph:**********************

CC:   ***************
Initial Complaint
01/29/2024
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 April 13th 2023 whilst riding a motorcycle I was T boned by a customer of the ******************. I have 2 witnesses that can attest to this fact that the customer was at fault. Despite countless calls to the **** I could not receive any word on any property damages owed to me and was told that the claim was denied to me because the customer at fault refused to answer phone calls. **** is not doing their due diligence to investigate this claim and has failed to do so for almost a full year. Several calls to adjusters going straight to voice-mail with 0 follow up calls. It is disgustingly unprofessional and dangerous for this company to not investigate its customers wrongdoings. My claim number is ********** the customers phone number is ********** mine is ********** my motorcycle is still awaiting repairs or replacement.
Business response
02/06/2024
February 1, 2024

Re:
BBB Case#:                  21214997
Claim #:                       0800233809-001
Policy #:                   TXY 930375
Insured:                    *************************** *** Meja
Driver:                            ***************
            Loss Date:                4/13/2023
            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.

The property damage portion of the claim was denied for noncooperation with our insured vehicle driver and no police report was filed to confirm the facts of the loss.

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

Sincerely,

*************************
Total Loss Claims Supervisor
Ph:*******************
Customer response
02/06/2024
I am rejecting this response because: Co- operation with your insured driver is the responsibility of an insurance company. There are others whose can confirm the fault of the insured driver which is already listed jn documentation sent directly and through the BBB. Your continual unprofessionalism in refusing my attempts to contact your adjusters refusing to call back proves a laziness in attempting to communicate with your own insured driver.
Business response
02/14/2024
February 14, 2024

Re:
BBB Case#:                  21214997
Claim #:                       0800233809-001
Policy #:                       TXY 930375
Insured:                        *************************** *** Meja
Driver:                            ***************
            Loss Date:                    4/13/2023
            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.

The property damage portion of the claim was denied for non-cooperation with our insured vehicle driver and no police report was filed to confirm the facts of the loss. At this time, our denial stands.

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

Sincerely,

*************************
Total Loss Claims Supervisor
Ph:*******************

...
Initial Complaint
01/29/2024
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.
There a car accident on Aug 4,2022. I rear ended a vehicle then rear ended by the United Auto insured and pushed back into the front vehicle which cause a mild concussion, neck, back, hips, and shoulders being affected. I was out of work for 5 months as a result of this with severe headaches, dizziness spells, and vision being affected as well. I have been unsuccessful in speaking with injury adjuster over a year now. I have left messages for supervisor and manager to no avail. I was unsuccessful in filing a complaint against them with the insurance commission.
Business response
02/02/2024
February 1, 2024

Re:
BBB Case#:                  21212991
Claim #:                       0800225679
Policy #:                  TXY 40751163
Insured:                   ***************************;
            Loss Date:               08/04/2022
            Complainant:           Viadella ***********************

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.

Bodily Injury questionnaires were sent to each injured party at the outset of the claim. To date, the questionnaires have not been returned to us, nor have we been provided complete treatment records and medical bills that resulted from the above loss. Once the above referenced documents are received, we will be in position to conduct an injury evaluation and present fair and reasonable injury settlement offers.

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
01/02/2024
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.
UNITED AUTOMOBILE INSURANCE CLAIM #**********-002 POLICY #TXY956800 DATE OF ACCIDENT: JUNE 29, 2023 This insurance company ripped me off. First off, I delivered my Jeep to the collision center on 8/15/2023 - I did not get my vehicle back until 10/16/2023. This was due to the supplemental adjuster & CLAIMS Adjuster - ******************************* of UAIG Insurance company not responding to the collision center for 3 WEEKS total for approval of the other damages found. I tried calling, texting, emailing ******************************* numerous times as did the collision center.UAIG still owes collision center/me the $1500.00 for the repairs on my Jeep. ****, also owes me for the rental car I had to rent out of my own pocket (they claim to reimburse you) for almost 2 months for a total of $2470.74. They had the audacity to send me a check for $425.00!!! They said they only pay for the hours spent on labor at the rate of $25 per day. It was their fault I had the car for so long DUE TO THEIR NON-REPONSE! I could have had my vehicle 3-weeks earlier had they done their job and respond to the collision center.I want ALL that is owed to the collision center paid and the ***** AMOUNT of the reimbursement of the rental that I had to keep for so long.This is a matter of PRINCIPLE NOW. WHAT A RIP OFF!!!IT was YOUR INSURED THAT HIT ME. I WAS AT A STOP IN TRAFFIC. YOUR INSURED WAS LOOKING AWAY TALKING TO THE PASSENGER IN HIS TRUCK.THIS IS UNACCEPTABLE!
Business response
01/05/2024
January 5, 2024

Re:
BBB Case#:      21087036
Claim #:           0800236410
Policy #:           TXY956800
Insured:            *************************** Parada
            Loss Date:        06/29/2023
            Complainant:    Tea Basquez

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.

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/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.
Throughout the repair process, we have been contacted by representatives at the shop chosen by the claimant vehicle owner. The final estimate written to repair all visible damage related to the above loss totaled $11,341.88. A list of payment dates and dollar amounts are listed below:
Date                $Amount
09/12/23           $4,226.97
10/10/23           $5,893.29
10/17/2023       $1,221.62
Our office explained our loss of use procedures and provided information on how to contact ***** to obtain a rental vehicle at an insurance replacement rate. The complainants rental bill was received in November and loss of use was reimbursed for 17 days of repair time for a total of $425.00.

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
United Automobile Insurance Company
************
Initial Complaint
12/23/2023
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 2/11/2023 I was on a car accident. The insurer from United Automobile Ins ran a red light, there was a witness to the accident and in the police report was noted as well ******************* did run a red light. She went to court and the judge did find her guilty of running the red light. Since then, my wife *************************** and myself, ******* have tried to communicate with the insurance to have my car repaired, but to this day they have failed to tell me where I can bring my car for repairs. Back in May the adjuster ************************* from UAI sent us a document to sign agreeing to receive $330.82 for the repairs. Their repair estimate done over a few pictures the adjuster ask me to send of the damage. No one ever came to inspect my car to evaluate the damage, nor was I given a place where I could bring my car for repairs despite the attempts my wife **** made when she originally filed the claim with them. It has been very difficult contacting them over the phone since then, we have had take time off work trying to get this matter resolved, as most of the communication has been online and a few voice mail messages from **************** at UAI. All we have asked is for them to provide us with a repair shop for us to bring our car to get it repaired. When we finally got a hold of someone at UAI were told that our case was closed because we had been paid, but explained we never received the money nor the repair of our car. We have now submitted to them a detailed estimate of the repairs with pictures and the name of the shop for such repairs, but they continue to say that the repairs can be done with $330.82. All we are asking is for UAI to repair my car and to provide me with a rental vehicle while the car is being repaired and to acknowledge all the documentation we have submitted where it clearly states their client was at fault and finally repair my vehicle. The new adjuster to the case is *************************** who has failed to return my calls as well. Thank you, **** & ******************
Business response
01/05/2024

January 5, 2024

Re:
BBB Case#:                  21049640
Claim #:                       0100329544
Policy #:                       UAD 92185502
Insured:                        Yudersy *****************************
Loss Date:                    02/11/2023
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.

After further review we have accepted 100% liability, your initial payment was issued.

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:**********************
Customer response
01/10/2024
I understand UAI has the shops of their liking and would like for me to bring my vehicle to one of their recommended places, however; for me it is 100 miles to 260 miles away. If they are using competitive rates in my area, why I am being sent to *****, *************, ********* to get my vehicle repaired? I would like for them to provide me with a shop in my area (where the accident took place) so I can bring it in for repairs. They have failed to communicate with us via phone, and they do not return calls so we can try and resolve the issue making it take even longer time to repair my vehicle. The place of my estimate did mention, they have worked with UAI in the past, therefore they should know these are competitive prices in the area. All we are asking if for UAI to take action on the repair of my vehicle, since it has been 11 months since the accident, for them to handle any and all my vehicle repairs directly with ************************* and to provide me with a vehicle so I can drive to work and back home.
Thank you
Customer response
01/10/2024
I understand UAI has the shops of their liking and would like for me to bring my vehicle to one of their recommended places, however; for me it is 100 miles to 260 miles away. If they are using competitive rates in my area, why I am being sent to *****, *************, ********* to get my vehicle repaired? I would like for them to provide me with a shop in my area (where the accident took place) so I can bring it in for repairs. They have failed to communicate with us via phone, and they do not return calls so we can try and resolve the issue making it take even longer time to repair my vehicle. The place of my estimate did mention, they have worked with UAI in the past, therefore they should know these are competitive prices in the area. All we are asking if for UAI to take action on the repair of my vehicle, since it has been 11 months since the accident, for them to handle any and all my vehicle repairs directly with ************************* and to provide me with a vehicle so I can drive to work and back home.
Customer response
01/16/2024
I am rejecting this response because:
I understand UAI has the shops of their liking and would like for me to bring my vehicle to one of their recommended places, however; for me it is 100 miles to 260 miles away. If they are using competitive rates in my area, why I am being sent to *****, *************, ********* to get my vehicle repaired? I would like for them to provide me with a shop in my area (where the accident took place) so I can bring it in for repairs. They have failed to communicate with us via phone, and they do not return calls so we can try and resolve the issue making it take even longer time to repair my vehicle. The place of my estimate did mention, they have worked with UAI in the past, therefore they should know these are competitive prices in the area. All we are asking if for UAI to take action on the repair of my vehicle, since it has been 11 months since the accident, for them to handle any and all my vehicle repairs directly with ************************* and to provide me with a vehicle so I can drive to work and back home.
Thank you
Business response
01/22/2024
January 22, 2024

Re:
BBB Case#:                  21049640
Claim #:                       0100329544
Policy #:                       UAD 92185502
Insured:                        Yudersy *****************************
Loss Date:                    02/11/2023
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.

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.   To date, we have not received any supplemental estimate requests by any shop representatives on behalf of the complainant.

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:**********************

Cc:
Customer response
02/02/2024
We contacted ***************************, *** about the repairs of the vehicle. We were advised that shop submitted a preliminary supplement summary for UAI's review 02/01/2023 with Ref # ********.
Business response
02/15/2024

February 14, 2024

Re:
BBB Case#:                  21049640
Claim #:                       0100329544
Policy #:                       UAD 92185502
Insured:                        Yudersy *****************************
Loss Date:                    02/11/2023
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.

In adhering to our duty to indemnify, if/when additional related damages are found during the repair, the shop representative must provide supporting documentation and pictures to complete a supplemental estimate.

The appraiser contacted the shop, and they were advised the vehicle was no longer there and they were unable to provide further information,thus the supplement service was cancelled by the appraiser.

The adjuster contacted ********************** and advised to inform us when the vehicle has been taken to a repair facility.

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
12/07/2023
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.
Uaic is my car insurance agency. On 11/15 there was a flash flood. I was driving my car back home and avoided obviously to drive through large water puddles, however other cars driving by were creating waves that were splashing my vehicle. My car stopped working and had to call a toll truck. The adjusted assigned to me, *****************************, reached out to me only once to get my statement. I called and texted every day for 2 weeks without a call or text back, I left voicemails asking to be called by a supervisor nothing, until they sent me one email that said the damage was $3,600 and I had a deductible of $1000. The mechanic instead said the damage was $9,900. I was confused but was not able to get in touch with anyone. I finally, 2 weeks later, received a voicemail stating the insurance will not pay for the damage. I have comprehensive insurance!!! That covers floods and I did not drive through puddles! I was not even able to speak to anyone or received any type of written communication. I am speechless and wondering if this is even legal.
Business response
12/14/2023

December 13, 2023

Better Business Bureau
******-*******-*************
***********************************************************************

Re:
BBB Case#:                  20972467
Claim #:                       0100355667
Policy #:                       UAP 167230
Insured:                        *************************
Loss Date:                    November 15, 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.

We have an obligation to investigate all claims presented to our office. The file was promptly handled under a Reservation of Rights (ROR). On December 12, 2023, we advised the complainant the claim was approved.

The Comprehensive settlement draft, minus the deductible, in the amount of $2,902.75 was issued to **************************

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

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