ComplaintsforLonestar Managing General Agency

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sent description on my problem via email.

  Business response

  09/04/2024

  Thank you for forwarding this inquiry to our office.  Customer concerns are important to us and we appreciate the opportunity to address them.  Due to privacy concerns, we are unable to post a specific reply here for public view.  The Company will contact the complainant within 2 business days to discuss their concern. 

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is regarding Claim # **TPR90461 with Lonestar Managing General Agency (MGA). One of their insured clients rear-ended me on May 9th, 20** and I have gone through the process of filing a claim with the company. I have contacted/attempted to contact the insurance company multiple times and they are refusing to call or email me back. Below is a list of the events.May 9th Insured client rear-ended my vehicle May 18th An individual from Lonestar MGA came out to look at my vehicle June 7th Contacted the company to get an update on the claims status. I was given the contact information of the adjuster and left a message with no call back.June 10th Left a message with the adjuster with no call back.June 12th Left two messages with the adjuster with no call back.June 13th The adjuster called back and informed me that there would be a 10-day period to contact the insured client. If the client is unresponsive, then they would release the funds to have the car repaired.June 28th Left a message with the adjuster.July 3rd We contacted the adjuster who said she hadnt heard from the insured client, but needed approval from her supervisor. We left a message with the supervisor with no call back.July 11th Left multiple message with the adjuster and her supervisor. No calls back. We also contacted the main claims office two times who indicated she would email the adjuster. No explanation for the delay.I have been more than cooperative and have given them the benefit of the doubt. All I am asking is for the insurance to pay the amount that they are obligated to pay.

  Business response

  07/14/2024

  Thank you for forwarding this inquiry to our office.  Customer concerns are important to us and we appreciate the opportunity to address them.  Due to privacy concerns, we are unable to post a specific reply here for public view.  *********** will contact the complainant within 2 business days to discuss their concern. 

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Claim #**TXM88702 Date of loss 2/27/** I was hit by their client on 2/27. I filed a claim the first week of March and spoke with agent, *****************************. He stated he would get back with me after speaking to the other party. I never heard back. I left several voicemails in the weeks to come with NO RESPONSE. I found an email address for ****************** and emailed him on 4/10 expressing my frustration. He called me and and stated he would have someone reach out to do my estimate and get back with me as soon as it's done. An adjustor did the estimate on 4/11 and uploaded it to them on 4/12. I gave it a couple of days and emailed asking for a status on 4/17. No response. I called their call center on 4/19. She told me she sees the estimate and was told ****************** should reach out in a couple of days. Nothing happened. I emailed him on 4/23 and no response again. I emailed him 4/30. In this email I stated I would reach out to you (BBB). I got a response. He called me asking if I had pictures of the damages. I reminded him he has had the estimate and pictures since 4/12. When that didn't help him delay this claim he then stated he needed to verify the lein holder. I let him know I own the car. When he had nothing else to use, he stated he would get back with me when the claim is finalized. He called me that night (4/30) at 7:56pm stating the claim is finalized and my check will be mailed on 5/1 to my address (that he verified). Its been 10 days since then and I have not received this check. I worked in the collision industry for 10+ years and this company is the worst ins company I have ever done business with. They consistently try to delay the process. All I want is to be done with ***************************** and this insurance and get my car taken care of. It doesn't take 2 1/2 months to take care of a claim. Especially when there was never a question as to who was at fault. I would appreciate any help resolving this. I've also attached all of my email trails.

  Business response

  05/23/2024

  May 23, 20**
  
  BBB ID Number: ********
  Claim Number: **TXM88702
  
  The company has received your complaint regarding claim # **TXM88702.  We are pleased to inform you that the payment for the damage to your vehicle was issued on 5/2/20**.  Please allow 5-7 business days to receive via USPS.  We apologize for any inconvenience this delay may have caused. 
  
  Thanks,
  
  *******************************
  Property Damage / Training Director
  ************** office
  ************** fax
  ***********************************************

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company in question is refusing to provide the services that they were paid for. One of their insured clients hit me and I have since filed a claim with their company. Since then I have been in contact/ attempting to contact multiple people who are avoiding paying out the cost to fix my car. I have multiple emails and numbers as well as a video where the person is acknowledging that I was hit.

  Business response

  04/22/2024

  April 22, 20**
  
  BBB#********
  Claim Number: **TXM88100
  
  This is in response to your BBB complaint regarding claim #**TXM88100.  After a thorough review of the claim, we regret to inform you that we were unable to find coverage under the policy for the reported loss.  A denial has been mailed to you for your records.  If you have any further questions or would like further clarification regarding the decision on the claim, please dont hesitate to reach out accordingly.
  
  *******************************
  Property Damage / Training Director
  ************** office
  ************** fax

• Initial Complaint

  04/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Claim #: 24TPR88143 On February 2, 2024, I was involved in an accident that was my fault. I contacted my insurance agent and reported the accident.I received a letter from the insurance company about not answering messages and not contacting me about the accident. I cannot get through to them to communicate and answer any questions they may have. Sometimes I don't answer the phone because I am busy at work. I sent by email a completed accident report and photos of the accident scene, but the manager has not responded to me.Managers do not respond to my emails even though I have inquired about the progress of my case. At the same time, I receive letters that I do not contact the company about my accident.

  Business response

  04/19/2024

  April 19, 2024
  
  BBB#********
  Claim Number: 24TPR88143
  
  The claim was reported by the other party on 02/03/2024.  The file was assigned to an adjuster, and she reached out to the policy holder on 02/09/2024.  The policyholder advised he would go to the agents office to request assistance with a written statement for the complainant due to a language barrier and conflicting information in the reported facts of loss from the driver.  *********** continued to reach out on 02/13/2024,02/27/2024.  A letter was sent on 03/01/2024.  The adjuster reached out to the agency on 03/19/2024 regarding the written statement.  They advised they did not have contact with the policyholder or the complainant. *********** continued to reach out to the policyholder for the statement on 03/22/2024, 03/25/2024, 03/29/2024, and 04/02/2024 in order to verify the facts of loss.
  
  Upon review, no e-mails to management from either the policyholder or the complaint were located.   On 4/18/2024 photos were uploaded to the BBB website from the scene of the loss that allowed us to clear coverage and liability. We reached out to the non-fault partys insurance company on 4/19/2024, and advised we were accepting liability, coverage was in order, and requested a demand for damages paid to their insured. 
  
  Respectfully,
  
  *************************
  Office:**************
  Fax: ************
  Email: ******************************

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased this insurance in January 2023 because I had hit 2 deer prior making my previous insurance sore. I was on my last month of the 6 month policy when a personal issue came up and I was going to have trouble paying so I called and numerous agents from the source I purchased the insurance from said my policy would laps after 10 days of non payment. This was on May 20,2023 the person I was emailing sent me an id card showing proof of insurance through June 2023. So I was like Im good. So on May 25,2023 I made the payment for **** And about an hour later had an accident in the parking lot. When I called (REMCO) they told me Lonestar was my insurance company and to file a claim with them. So I did that. My adjuster did not call me until June 14, 2023. Telling me that my claim would be under investigation because they were not sure if I was covered or not. That went on for about 2 weeks until he stopped responding to me. Then in July an adjuster showed up to do an estimate on my vehicle and told me to have it towed to my shop of choice. It got there and they did an estimate on it as well. But no one had contacted me still until I received a letter 3 days after the adjuster came claiming they were still not accepting responsibility. Around August I started having a little luck with contact and I sent them all the information they were requesting and then they stopped contacting me again. So then in November the shop were my vehicle was told me I had To come get it or they were going to take possession of it. So I did Then i found out my claim was in the investigative unit. ******************* was who I was dealing with and she talked to me like I was trying to scam them. Fast forward to March 2024 I finally get a call that they are going to have it repaired and I was Mailed a check for $6600 which was a third of the estimate given by the shop. Now they sent a supplement but the shop cant get in touch with them to get the estimate from which they gave them the supplement. Its a mess

  Business response

  04/09/2024

  April 9, 2024
  
  BBB#********
  Claim Number: 23TXM82954
  
  This reply is in response to your BBB complaint regarding your claim with Lonestar.  On 4/9/2024 the supervisor for your assigned adjuster spoke with your shop of choice and explained the supplement process should additional damage be found on your vehicle. The body shop has not  even torn down the vehicle yet, but a representative at the shop stated they would tear down and submit additional supplement.  In addition, the supervisor contacted you on 4/9/2024 and provided a status of the claim, explained the supplement process and discussed the process of a total loss should that be the end result of the claim.  If you have any additional questions please do not hesitate to reach out to your assigned claims adjuster accordingly.
  
  Respectfully,
  
  *******************************
  Property Damage / Training Director
  ************** office
  ************** fax

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Claim#**LSM82696 I was in an automobile accident on May 12, ********************************************** My deductible is $1,000. This is what I paid out of my pocket for repair of my vehicle. I am seeking reimbursement from the other driver's H33333**3353036333830H company for my out of pocket deductible. My H33333**3353036333830H company has yet to be able to get this resolved and I have been unable to get this resolved. H3**43737313331313839H has investigated the accident and admitted the acccident to be the fault of the other driver. I have spoken to them over the phone on many occasssions and they finally said I would be reimbursed. I have the e-mail confirmation it was the fault of their insured driver and I would be reimbured, but have yet to receive the money. I have been calling and they say it is being processed. It has almost been one year and I am getting nowhere. Can you help?

  Business response

  03/26/2024

  March 26, 2024
  
  BBB#: 21467813
  Claim Number: 23LSM82696
  
  The complainant filed a claim for this loss with his insurance carrier to pay for the damage to his vehicle.  We issued payment to his carrier on March 7th to settle their subrogation claim against us, which included the complainants $1001.00 deductible.  We spoke to the complainant on March 22nd and advised him to contact his carrier for his deductible reimbursement.
  
  Respectfully,
  
  *****************************
  Office: **************
  Fax: ************

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 4th I was involved in an accident with a person insured by lonestar mga. On February 20th my adjuster finally picked up the phone after a week of calls. She told me that my claim was under review for coverage issues. She said it would take 7-10 business days to resolve. It is now March 7th and my claim has not been resolved. I spoke with a supervisor and she couldnt do anything to help me. All she did was send an email regarding my claim to another department and recommended I start my own claim with my insurance bc this claim will most likely get denied. My accident happened on February 4th and it is now March 7th. I believe this agency is acting in bad faith. I need to know if they are taking liability or not.

  Business response

  03/14/2024

  March 14, 2024
  
  BBB#********
  Claim Number: 24TPR88167
  
  Coverage and liability were approved and accepted on March 7th.  We called the complainant the same day and informed him we were moving forward to pay for the damage to his vehicle once we receive the Tax ID number and W-9 from the shop of his choice.  We received the required information from his shop and issued payment to him and his shop on March 14th.
  
  *****************************
  Office: **************
  Fax: ************
  Email:  *********************************

• Initial Complaint

  03/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  WE HAVE A CLAIM OPEN WITH THIS COMPANY THAT HAS BEEN STALLING AND THEY SAID WAS UNDER INVESTIGATION SINCE 2/7/23 AND THEY HAVE NOT YET PAID ON IT EVEN THOUGH IT WAS COMFIRMED. CURRENT ADJUSTER INFO: ************************* (Property Damage Claims Adjuster)****************************** // ************. SHE HAS BEEN RUDE AND NOT TRYING TO HELP FINALIZE THIS CLAIM. There are two issues that I will address: Unrelated Prior Damage refers to any damage that was present in the insured property before the current claim occurred. As indicated by the name, the damage must have occurred prior to the accident which for this specific claim is February 28, 2023. Subsequent to the accident, on March 1, 2023, photos of the damages from the accident were sent to Lone Star Insurance by ******************** (the policy holder) upon opening of the claim. These pictures show that there was no damage to the rear bumper or the trunk lid as indicated in the January 9, 2024 unrelated prior damage evaluation report generated by Adjuster ***********. The pictures sent by ****** Session at the time the claim was opened are attached below. This report was generated based on photos dated March 14, 2023, which show a damaged bumper and a dented trunk lid. The damage deemed "unrelated prior damage" is in fact subsequent damage NOT prior to the accident/date of loss. Thus, the deduction for both the rear bumper and the trunk lid are invalid and their value must be added to the settlement offer. ($2,668.15) 2. The ***** Occupational Code Section ******** (b) states that an insurance company is liable for vehicle storage fees regardless of whether an amount accrued before the insurance company paid the claim. Thus Lone Star insurance owes ***** Motors storage fees on the vehicle in question.WE SENT COMPARABLES TO BACK UP OUR REQUESTED AMOUNT AND ALSO SENT PROOF THAT UPD WAS NOT THERE AFTER THE ACCIDENT AND THAT THE ***** WERE DAMAGED AT STORAGE WHICH IS NOT ***** MOTORS FAULT!

  Business response

  03/14/2024

  March 14, 2024
  
  BBB# ********
  Claim Number: 23TXM80435
  
  This is in response to your complaint with the BBB regarding your auto insurance claim.  Please note that because of the damage to your vehicle, it has been declared a total loss.  The Total Loss Adjuster will be in contact with you shortly to discuss the settlement.
  
  Sincerely,
  
  *******************************
  Property Damage / Training Director
  ************** office
  ************** fax
  

• Initial Complaint

  02/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  October 11th 2023 my daughter, ******************************* car was backed into by ******************************************. We obtained her insurance information and have been trying to resolve this incident ever since. An adjuster came out fairly quickly. I have called more than a dozen times with no resolution. About two weeks ago they called my daughter advising they were sending a check in the amount of $2500.00. Exactly two days later they called back saying the check had been voided and her claim had been sent over the the total loss department! No way is her car a total loss! It was parked and backed into by the neighbor who lived across the street. I have called and called and called, only to get the run around. This company is the worst! I have obtained legal counsel.

  Business response

  03/05/2024

  March 5, 2024
  
  BBB#********
  Claim Number: 23TXM86470
  
  The complainants daughters vehicle was deemed a total loss based on the initial estimated damages in the amount of $2,521.27, plus, the anticipated supplement once the vehicle is torn down and the projected salvage value the vehicle will be sold for.  We spoke to the owner on March 5th and offered $4,451.02 and we will take possession of the vehicle.  If the owner keeps the vehicle and we settle on an owner retain basis, our offer was $2,916.56.  We emailed the Settlement Letter to the owner the same day.  The owner stated her mother may be getting an attorney to handle this.  We spoke to the complainant after speaking to the owner and she stated she is in the process of obtaining an attorney.  We requested they send us the letter or representation and well discuss with the attorney. 
  
  Respectfully,
  
  *****************************
  Office: **************
  Email:  *********************************

  Customer response

  03/09/2024

  I am rejecting this response because:   First of all, they had already issued a check for $2500 for repairs, two days later they called back saying the check was canceled and they had deemed the car a total loss. I have Never heard of an insurance company issuing a check and then deciding two days later it was a total loss. Secondly, the vehicle was parked when the neighbor across the street backed into it. No way is her car a total loss! Why should we have to loss the car totally for a price that is not reasonable or have a car with a salvage title? My daughter simply wants to keep her car and have the insurance company that is responsible for the damages their policyholder made to pay to have it fixed! 

  Business response

  03/11/2024

  March 11, 2024
  
  BBB#********
  Claim Number: 23TXM86470
  
  It was explained in the prior response the vehicle was determined to be a total loss based on the anticipated supplement that would be received once the vehicle was torn down, projected salvage proceeds from the sale of the salvaged vehicle and the unrelated prior damage.  Two offers were made to the owner, one was if we take possession of the vehicle and the other was if she chose to keep the vehicle.  An e-mail was sent to the owner on March 5th outlining both offers and we are yet to hear back from her.  It was communicated to us by the complainant that they are going to hire an attorney, we are awaiting receipt of the letter of representation and will contact the attorney upon receipt.
  
  Respectfully,
  
  *****************************
  Office: **************
  Fax: ************
  Email:  *********************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩