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Address: 3813 Green Hills Village Dr, Nashville, Tennessee, United States, 37215-2610
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Refusal to Accept Payment
I Received a call today regarding my premium due for my auto insurance. After being talk to they were rudely by one representative I requested for another supervisor to return my call at around 5:38pm, I received a call from *** are located out of Tennessee corporate office he stated he was a supervisor and advise mean that my premium cost went from $299 to $382. Because they needed a copy of my previous insurance declaration page. I advised him I had no problem with paying the $299 to keep my insurance from canceling, However he stated that my premium was $315 and I would have to pay the $382 in order to keep the insurance from canceling. I explain to him that I was a flight attendant and my current location is in Sterling Virginia. He did not care about that as well as me trying to explain to him that it would take me a couple of days to try to get in contact with the insurance company to provide me with the decoration page this representative who refused to give me his last name refused to give me his immediate boss his last name and told me to contact the department of insurance if I needed to file any further complaints over his head because he did not have a supervisor that he reported to. I tried to explain to him that would be virus going on that his office should be willing to try to work with me on trying to provide these documents he stated that they gave me seven days when I took out the policy which I told him I did not remember and as I signed off on my documents that was something that I did not see. I was also told when I took the policy out that they could tell I did not have a lapse in insurance because their system did not flag it. Now my insurance will labs at midnight I ended up hanging up on this supervisor and the part that I did not feel like was any of his business was the reason that I am in Virginia is because I am being Corentine and that I have came into contact as a flight attendant with someone that was on a flight with me and that tested positive for the virus. I am crying now because this information It's supposed to be confidential and I am having to risk losing my job because I am unable at this time to get documents from my home which is Atlanta Georgia until I am released. I can only try to make phone calls but the documents that I need I cannot get to them at this time. I need someone to call me back regarding this matter because I have never seen a company that know what is going on in the world and that are treating customers as nasty as this Supervisor has treated me I will be reporting this to the department of insurance since that is who he reports to but I need to also find out who else is in this company higher up that I can speak to regarding this matter
All I want is to keep my premium at $315. A month & I will set up a bank draft to have the payment drafted from my account.
Dear Ms.:
This is in response to the complaint filed by Ms. concerning the refusal of taking a payment and the lack of caring about her situation with her Acceptance policy. Ms. called in on June 3, 2020 to make a payment on her policy but was surprised to see the amount had increased due to lack of proof of prior insurance being turned in. Ms. escalated the call to *** to see if she could make the payment of $315 instead of $382. *** stated that he would have to have the full amount to keep Ms. policy active.
Ms. reached out to Ms. on June 4, 2020 to resolve her issues. The payment of $315 was made, proof of prior was sent in to reduce the bill back down to what she was quoted. EFT was sent via email to sign up the policy for automatic drafts.
We regret that Ms. experienced frustration with making the payment on her policy amidst the COVID situation. We have partnered with Ms. to ensure that her insurance needs are met. Acceptance Auto Insurance strives to create a courteous, service-oriented, working relationship with our customers to resolve each inquiry in a timely and equitable manner.
Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns, please contact us at ***@acceptance.com, or contact the undersigned and email a copy to ***@acceptance.com.
Sincerely,
D***
Call Center Director
***@acceptance.com
cc: Compliance Analyst at ***@acceptance.com
ZERO stars!!! Awful! Once the dotted line is signed, the rude awakening begins. The website and app make it absolutely impossible to manage your policy. Every way they can make their customers jump through hoops, they implement. My bank account was hacked and all I want is to update my debit card payments. Finally getting someone on the phone, only to be told I have to make a payment to update my card?????? What????? Where does that happen EVER??? And since my payments are set for the day I GET paid, I will be penalized because they won't change my payment info before that day without an immediate payment. Shameful!!!
Our deepest apologies for not explaining why we wouldn't be able update your card without a payment while you were on the phone. Since you were calling so close to your cancel date, the system would not have enough time to update your new card and allow for the EFT withdraw. We will be able to take a payment with your new card and waive any fees that may be assessed to your policy for the inconvenience when you are ready. We understand this is a difficult time that we are going through and we truly appreciate you and your business. Please let us continue to serve you.
I have not received my refund.
I signed up for a policy with acceptance insurance on 1/18/20 for the amount of 156.00 which I paid, and this was supposed to be my monthly charges. On 1/29/20 I signed into my online account and notice my monthly charges went up to 252.00. I called acceptance insurance to cancel my policy and was told that I'll receive a refund, but since I am with a lien holder it would take 10-14 days for a refund. I did that via email and had several correspondence email from them. Once I started asking about my refund they stopped responding so I called. I spoke with a natasha who was a lead and she stated that they were not going to give me a refund, but did not tell me a reason why when I asked. I requested a call back from a manager , and still haven't spoken with their manager. After several call attempts still haven't heard from a manager. It's now 2/25/20, and I have not spoke with a manager nor seen my refund.
To receive my refund for the amount of 156.00.
February 26, 2020
TO: Revdex.com of Middle Tennessee
ATTN: ***
RE: Complainant: XXXXXXXX
Named Insured: ***
Policy Number: NRCA XXXXX
Company/NAIC #: First Acceptance Insurance Company of Georgia, Inc. - XXXXX
Dear Ms.
This is in response to ***'s February 25th Complaint. ***'s complaint described being informed by a Customer Service Representative of a refund after the cancellation of her policy and being informed by a Team Lead of not receiving a refund.
No refund is owed to Ms. for the following reasons: her lienholder on the policy at the time of cancellationwhich extends a 10-day notice to the lienholder with the policy remaining active during those days; and due to the omission of a violation when Ms. created her web policy which uprated the premium.
Ms. created the policy on January 18th, and the policy was cancelled on February 9thleaving approximately nine days of unearned premium. With the omitted violation added to the policy, Ms. should have initially paid an additional $43.25 to begin her policy with a monthly increase of $43.25. This corrected amount of $252.96 was reflected in Ms. February bill mailed to Ms. on January 27th.
On February 25th, an Acceptance department Supervisor contacted Ms. regarding her complaint. Ms. stated she included the violation when she completed her application online. Therefore, she should not be penalized, and her quoted monthly premium should be honored. However, Acceptance's Web Development department researched the online transaction and no violation entry was made. Acceptance mailed notification to Ms. on January 22nd.
Ms. initial payment to begin her policy was $155.44. The approximate daily rate calculation is $5.18. In calculating the nine days of unearned premium, the approximate amount reflects $46.63. However, the negative $43.25 not initially collected at the onset of the policy and the early cancellation fee of $20 consumed the unearned premium.
We regret that Ms. has experienced frustration with not being owed a refund. We can assure you that Acceptance Insurance strives to create a courteous, service-oriented, working relationship with our customers to resolve each inquiry in a timely and equitable manner.
Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns, please contact us at ***@acceptance.com, or contact the undersigned and email a copy to ***@acceptance.com.
Sincerely,
Danielle ***
Call Center Director
***@acceptance.com
cc: Compliance Analyst at ***@acceptance.com
Enclosures:
I was told by Shelly that I would be getting a refund. She did state that they would be taking out 10% from what I paid which was 568.77.
I was told by Shelly that I would be getting a refund. She did state that they would be taking out 10% from what I paid which was 568.77. She also stated that they would be taken another 25.00 for employee fee. Even though the other 3 employees I spoke with didn't tell me that I said ok. I initially paid 568.77. I signed up with the company on 1/30/2020.I called in on 1/30/2020 to cancel because what the initial rep told me about their service was inaccurate. They told me to call the next day to cancel. So on 1/31/2020 I called back to cancel and I was informed to send in a letter stating I wanted to cancel and send in insurance cards showing I have insurance. I did just that. I call back to see if they receive my email I sent the rep stated they have it and it would be processed and the refund takes 10-14 days. I was then informed on another day that the account number that I was given was wrong. Which was CSGAXXXXX. I stated that the rep days before confirmed and she said it would be process in 10-14 business. If it was wrong she should have stated it then. So I sent another email. I was then told the declaration page wasn't attached. I was never told that from any other rep. I then resent it with insurance card and declaration. Shelly the manager then confirmed she had it and would process the cancellation and my refund would then be process in 10-14 days. I called back following day to confirm that everything was canceled and if my refund has been processed. Now I am told my policy is canceled but I wont be getting a refund. I ask to speak with a manager and shelly comes to the phone. She said I cancel your policy but I told you the wrong information about your refund and I didn't mean to say that. What you confirmed everything and then you didn't call me back I had to call the following day to check for you to say you told me wrong information. Your a manager are you not properly trained like your staff that's giving out wrong information. It is now 2/14/2020 and nothing has been resolved concerning my refund. She told me I was getting a refund and that's what I need back. Correct policy number is CPGAXXXXX.
I need a Refund I paid 568.77 since I was told that 10% would come out of 568.77 okay I'm fine with that. The policy is canceled so Its like I paid for something I'm not using. They need to stop giving false information. Train there employees and managers there all saying different information.
February 18, 2020
To: Revdex.com of Middle Tennessee
Attention: ***
RE: Complainant: XXXXXXXX
Named Insured: ***
Policy Number: *** XXXXX
Company/NAIC #: First Acceptance Insurance Company of Georgia, Inc. - XXXXX
Dear Ms.
This is in response to the complaint filed by Mrs. concerning her refund when she cancelled her policy with Acceptance. Mrs. started her policy on January 30, 2020 on our web site. All fees were disclosed, please see attached. We feel the confusion was in the cancel fee which is 10% of the total premium. Mrs. understood the fee to be 10% of her down payment. We have adjusted the cancel fee in good faith to reflect 10% of the down payment.
We regret Mrs. experienced frustration with her refund amount. We can assure you a refund in the amount of $521.97, including the $25 Agency Fee will be sent to Mrs.. Acceptance Auto Insurance strives to create a courteous, service-oriented, working relationship with our customers to resolve each inquiry in a timely and equitable manner.
Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns, please contact us at ***@acceptance.com, or contact the undersigned and email a copy to ***@acceptance.com.
Sincerely,
Danielle ***
Call Center Director
***@acceptance.com
cc: Compliance Analyst at ***@acceptance.com
Enclosures: 2
(The consumer indicated he/she ACCEPTED the response from the business.)
I cancelled my insurance policy with acceptance insurance days ago and still have not received my refund back I bought a policy for $840 and no refund
I purchased.a insurance policy from acceptance insurance on *** 23rd for my SUV the policy was for $840 for 6 months. I cancelled my policy January 31st 2020 due to me selling the car and I called and they said it was cancelled but it is still showing it's active and they haven't sent my refund of $840 back I purchased the insurance with my credit card and it has not been posted to my account yet and they won't refund me my money back.I really need my money back.
I am seeking my refund of $840 for a policy that I cancelled on January 31st 2020.
Dear Ms.
This letter is in response to the complaint filed by Ms. ***, regarding the status of her automobile insurance policy and premium refund.
On January 21, 2020, Ms. completed an application online for an automobile insurance policy with Acceptance insurance through our website. To issue the policy, a payment in the amount of $840.00 was submitted by Ms..
On January 31, 2020, Ms. contacted our Customer Service department inquiring about canceling her insurance policy. Ms. indicated that she sold the vehicle and no longer had possession. The customer service representative advised Ms. to send in a written request to cancel her policy through email.
On February 5, 2020, Ms. contacted our Customer Service department to check the status of her refund. At that time, she was informed that we had not received the email requesting to cancel her policy. Ms. then resent the email. Subsequently, the insurance policy was cancelled with a cancellation date of January 31, 2020.
On February 6, 2020, a refund in the amount of $815.00 was processed and sent back to the credit card on file for Ms. (ending in # 2024). The refund represents the initial payment made of $840.00 minus a $25 policy fee. Please allow 72 hours for the refund transaction to appear in the account, based on her financial institution.
Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns, please contact us at ***@acceptance.com, or contact the undersigned and please send a copy to ***@acceptance.com.
Sincerely,
Marilyn ***
Underwriting Director
(XXX) XXX-XXXX, ext. XXXXX
***@acceptanceinsurance.com
cc: Compliance Analyst at ***@acceptance.com
Enclosures: 3
(The consumer indicated he/she ACCEPTED the response from the business.)
worst insurance company ever to be in business. I had an accident in Georgia where I hit a deer I have full coverage insurance the day of the accident before and after. When I first called got a hold of adjuster everything seem to be fine. I asked the adjuster if they would pay for the tow and he stated that they pay for the first tow and send it send it to a repair shop of my choice. So I did so and then shortly after that they called me to let me know that it was going to be under review and they will be in touch with me after. So a week or two later they sent me a message saying they would cover it and I turned it into the repair shop. I went and paid my deductible and gave them a check that the insurance company had provided. After that it has been a total nightmare . The repair shop has turned in adjustments to the insurance company and the insurance company only paid half the cost and after that stop responding to the repair shop at this point it has been over two months and has accrued storage fees. Now the repair shop has filed abandonment and claimed the car. Acceptance insurance has abandon my car in the middle of a claim. I have called repeatedly and cannot get in touch with the adjuster and always have to talk to someone else. I have been given the runaround I know I have lost my job due to no car and can no longer afford to pay the finance company. Acceptance insurance has caused me a hardship that will be hard to recover from. still to this day they are trying to figure out how to get out of all this. I will never use them again I will never recommend them and I will tell anyone that I asks to run. I will now move forward with a lawyer
We would like to apologize for the lack of communication on our end. We have shared your experience with the supervisor and have received the following update, as of 1/22/2020 everything has been paid. On 12/12/2019 the payment was issued to the body shop and on 12/19/2019 we received a call from *** regarding an additional supplement of which we did not receive. We have not received any other requests from the body shop. We appreciate you bringing your experience to our attention and we have shared your feedback with our claims team. Please do not hesitate to reach out if you have any additional questions or concerns. Thank you.
My insurance company is holding the check for my car and they keep giving random reasons why which are not true. They owe me money as I totaled my car and there just holding it. They say there waiting for a letter I know they have received. It's been over a month. This whole process has been Acceptance telling me documents where mailed then only 1 page arriving. Complete run around to get paid for my vehicle.
Product_Or_Service: Car Insurance
Order_Number: XXXXXXXXXX
Account_Number: CSFLXXXXXXXXX
Delivery I would like the money Acceptance Insurance owes me for my total loss as I pay my monthly payments on time I expect claims to be paid out in a timely manner. I wont my check for my vehicle sent out ASAP! Isn't it illegal to hold insurance checks?
Dear Ms.
This is in response to the complaint filed by ***.
Ms. stated, my insurance company is holding the check for my car and they keep giving random reasons why; which are not true. They owe me money as I totaled my car and they're just holding it. They say they're waiting for a letter I know they have received. It's been over a month. This whole process has been Acceptance telling me documents were mailed, then only 1 page arriving. Complete run around to get paid for my vehicle.
We would first like to apologize for any delays, perceived or otherwise. We understand that the processing of a settling a total loss can be frustrating, and we would never add to the frustration felt by our insured.
Ms. reported the claim on December 9, 2019, with a loss date of December 7, 2019. We investigated the claim and concluded that her vehicle was deemed a total loss. We contacted Ms. on December 27, 2019 to advise that her vehicle was declared a total loss. The total loss adjuster walked her through the process and advised what documents would be needed so we could issue payment and bring her claim to complete resolution.
We received the letter of guarantee from the lien holder on December 27, 2019 but did not receive a copy of the title. The letter of guarantee was for $2,881.12. We advised Ms. of this amount and she advised that she needed to speak with the lien holder because this amount was incorrect. We received a corrected letter of guarantee for $2,167.37 on January 10, 2020. We received the power of attorney and the bill of sale from Ms. on January 10, 2020. We still had not received a copy of the title to confirm the vehicle owner. We performed an ISO search and VINTEK search to confirm the lien holder and rightful vehicle owner. Payment was issued on January 13, 2020 to the lien holder in the amount of $2,167.37, and $3,898.88 to Ms. on January 14, 2020.
At this time, all property damage payments have been issued and Ms. claim has been closed.
We regret that Ms. *** has experienced frustration with her claim and can assure you that Acceptance Auto Insurance strives to create a courteous, service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner.
Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns, please contact us at ***@acceptance.com, or contact the undersigned and email a copy to ***@acceptance.com.
Sincerely,
Michael ***
Regional Claims Director
(XXX) XXX-XXXX, ext. XXXXX
***@acceptance.com
cc: Compliance Analyst at ***@acceptance.com
Enclosures: (4)
(The consumer indicated he/she DID NOT accept the response from the business.)
The check they sent was not good to cash immediately so my Bank in holding it till the 29th when funds clear which is weird because I've cashed bigger checks and the fund currently in my account can clear the check. When I called my bank and asked why such a long hold they told me this check look suspicious. Awful business practice. Why wasn't my check good for the day it was sent out?
Dear Ms.
This is in response to the rebuttal filed by ***.
Ms. was not happy that her financial institution would not allow her immediate access to the funds from our payment. This is a standard procedure of most financial institutions in regards to large deposits.
We are understanding with how Ms. feels; however, we are not a part of her financial institution and have no bearing on their policies and/or procedures. Ms. should speak with her financial institution in reference to their policies and/or procedures if she feels the monies should have been available immediately. If Ms. would like to offer something tangible to support our check not being good; we would review to make sure we rectify any shortcomings on our end.
We regret that Ms. *** has experienced frustration with her claim and can assure you that Acceptance Auto Insurance strives to create a courteous, service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner.
Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns, please contact us at ***@acceptance.com, or contact the undersigned and email a copy to ***@acceptance.com.
Sincerely,
Michael ***
Regional Claims Director
(XXX) XXX-XXXX, ext. XXXXX
***@acceptance.com
cc: Compliance Analyst at ***@acceptance.com
Car was hit by one of your drivers and no decision has been made about repairs
This accident happened Sep 20. This has been the worst 3 months of my left. I was hit by a minor who has this insurance. I received a letter telling me that the minor wasn't covered but parents were and there will be an investigation. I still have no answers and a decision has not been made YET. ITS BEEN 3 MONTHS!!!! MY CAR STILL ISNT FIXED. Anytime I call I get voicemail or you guys still have no answers. This is so frustrating. Even my insurance is confused by why they aren't paying for the damages when the car is insured. HORRIBLE AND UNPROFESSIONAL COMPANY
Claim number is XXXXXXXXX
To have my repairs done
Dear Ms.
This claim was reported to us on September 27, 2019, by the unlisted driver involved in the accident.
Calls were placed to the unlisted driver and the Named Insured the following Monday, September 30, 2019. We reached out to Ms. on October 3, 2019, secured her version of events and an estimate of your damages. On October 4, 2019, we left additional messages for our Named Insured and the unlisted driver as well as sending Reservation of Rights letters regarding the unlisted driver. On October 8, 2019, we advised Ms. that coverage and liability were still pending cooperation from our insured, the unlisted driver and the receipt of the police report. The police report was received on October 18, 2019 and searches were run on the unlisted driver in hopes of finding additional contact information. On October 25, 2019, the file was reassigned due to Ms. injury.
The new adjuster contacted the Named Insured and unlisted driver on November 5, 2019 then sent both emails on November 7, 2019, as well as sending another Reservation of Rights letter. On November 12, 2019, Ms. were alerted that we still had not received our insured's cooperation and that thankfully, her injury had resolved without having to seek any treatment. On November 22, 2019, we were able to reach our insured and secured the statement we had been pursuing from the outset of the report of this loss. We secured additional information, including information from our agent, prior to arriving at the unfortunate position of denying coverage for this loss. That is a decision that Acceptance takes very seriously. A copy of the denial letter that is being mailed to Ms. has been provided to her via the email address provided when she filed the complaint with the Revdex.com. This should allow her to pursue a claim with her insurance carrier utilizing her Uninsured Motorist Property Damage coverage.
We appreciated Ms. patience through this process and regret that we were unable to reach an earlier resolution, causing her to have experienced such frustration with her claim. We can assure you that Acceptance Auto Insurance strives to create a courteous, service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner.
Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns, please contact us at ***@acceptance.com, or contact the undersigned and email a copy to ***@acceptance.com.
Sincerely,
Sandra ***
Casualty Claims Director
(XXX) XXX-XXXX, ext. XXXXX
***@acceptanceinsurance.com
cc: Compliance Analyst at ***@acceptance.com
I filed a claim October 21st 2019 after my car got flooded. The adjuster handling my case is JacQuise *** She has been giving me a very hard time throughout the whole process. She doesn't communicate well with me atall, doesn't answer or return my calls & I really feel they are just trying to find anything to prolong the process. I have been paying full coverage for so long now & I believe I deserve to atleast receive good customer service. I was told by the adjuster that I can't speak to anyone else looking at my case & that if I do my claim will get denied. I have no way of getting in contact with the investigator atall. The adjuster says there no email, phone number, fax number or anything where I can get in contact. Also, they were blaming me for the process taking long by saying that I wasn't cooperating sending the information the investigator requested, which I did. I had sent the diagnostic report from the mechanic the same day they asked for it & turns out the adjuster didn't send it to the investigator. I don't even know what is going on right now with everything because they don't communicate anything to me atall. Iam very worried that I will not get any help & it's not fair that I've been paying so much money for nothing to be done. I now realize that a lot of people have had the same issues with them and that is definitely not right.
Product_Or_Service: Auto insurance
Other (requires explanation) I would like them to help me with my case & not take so long to return my calls. I want to know what is going on with MY vehicle that I work so hard to have & pay for full coverage insurance for. I'd appreciate them not making the process more difficult and stressful for me than it already is. Thank you.
Contact Name and Title: *** Claims Counsel
Contact Email: ***@acceptanceinsurance.com
December 3, 2019
To: Revdex.com of Middle Tennessee, Inc.
Attention: ***
RE: Your Case Number: XXXXXXXX
Complainant: ***
Named Insured: ***
Claim Number: XXXXXXXXXX
Policy Number: *** XXXXXX
Date of Loss: October 21, 2019
Company/NAIC #: First Acceptance Insurance Company of Tennessee, Inc. - XXXXX
Dear Ms.
This is in response to the complaint filed by ***.
Mr. reported the claim on October 21, 2019. He stated he drove through two feet of water, his vehicle shut off and would not start.
We attempted to contact Mr. on October 21, 22, and 23, 2019. We spoke with him on October 23, 2019. During this conversation, Mr. was told to have a repair facility run a diagnostic check on his vehicle to determine why his vehicle would not start. After speaking with Mr., we ran a check for weather as a normal part of our investigation. We were unable to confirm a weather event. We called Mr. to confirm the address where he advised us the vehicle was located when it was flooded. We explained we were unable to confirm that a weather event had occurred in the area. Mr. then described another location where the vehicle had run through the water.
On October 25, 2019, we advised Mr. we were unable to confirm a weather event in the secondary area he described. Mr. advised he had the vehicle towed from the area. We asked if we could get a copy of the tow bill. Mr. sent us an email copy of a receipt from *** dated October 24, 2019 at 9:05am. This was 3 days after the claim was called in. At this point, we had enough conflicting information that we enlisted the help of our SIU department. Our SIU department reviewed the claim and accepted the claim for investigation on October 30, 2019.
On October 31, 2019, we received an estimate from a body shop showing the cost to repair Mr. vehicle. We were unable to issue payment because we had not determined coverage at the time this estimate was received.
On November 1, 2019, we spoke with Mr. and advised coverage had not been cleared. He was advised the investigation was ongoing. On November 3, 6, 2019, our SIU department attempted to contact Mr. but was unable to leave a message; his voicemail box was not set up. On November 6, 2019, we mailed a contact letter to Mr.. On November 7, 2019, Mr. called to check the status of his claim. He was advised he needed to speak with the SIU investigator and the call was transferred. On November 8, 2019, Mr. called and stated water got into his engine and locked up. He was asked to send us this diagnosis. To date we only received an estimate for the cost to repair the damages, but no diagnostic explanation as to why the vehicle was damaged.
On November 11, 2019, an SIU investigator attempted to contact Mr. with no success; his voicemail box was not set up. Later, Mr. called in and was transferred to the SIU investigator. On November 12, 2019, Mr. phoned and was transferred to the SIU investigator. On November 13, 2019, a female caller called checking the status. She was advised we needed the diagnostic report for Mr. vehicle. Later, the SIU investigator called Mr. and left a message. She advised we needed the diagnostic report from the repair facility and was told she needed to speak with him about the claim. She provided her office hours and phone number.
On November 13, 14, 15, 2019, Mrs. called to see if we received the diagnostic report she sent. We advised we had not. Later, we received another estimate from a different repair facility, but not a diagnostic report.
On November 20, 22, 2019, we spoke with Mr. and advised that the claim was still under investigation. On November 22, 2019, he was advised the SIU investigator was attempting to contact him to perform an examination under oath (EUO). Mr. stated he had not heard from anyone. On December 2, 2019, Mr. was advised his claim was still being investigated and the SIU investigator was the one he needed to speak with. He was transferred to the SIU investigator.
Currently, the SIU department is continuing their investigation and trying to schedule an EUO with Mr.. We are unable to clear coverage until our SIU department has concluded their investigation and presented their findings. We are looking forward to getting the investigation completed so we may move the claim forward for Mr. and bring it to complete resolution.
We regret Mr. has experienced frustration with his claim and can assure you that Acceptance Auto Insurance strives to create a courteous, service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner.
Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns, please contact us at ***@acceptance.com, or contact the undersigned and email a copy to ***@acceptance.com.
Sincerely,
Michael ***
Regional Claims Director
(XXX) XXX-XXXX, ext XXXXX
***@acceptance.com
cc: Compliance Analyst at ***@acceptance.com
Enclosures: (4)
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response because first of all The mechanics diagnostic report was sent the day it was asked for. I called to check if they had recieved it & they said no so I sent it again Nov 14 which I have proof of! My wife called a couple of days after that Nov 20 & Mrs. *** who is the adjuster I was assigned, admitted and apologized for HER NOT SENDING IT to the investigator. Before that, she told my wife that I was not cooperating with the process because I wasn't sending the information that was asked for. It also says here in their response that no diagnostic and reason for the damages was sent to date, which is incorrect because it clearly says there that it's DAMAGES DUE TO HIGH WATER. No I wasn't in a hurricane or something like that but it had been raining a lot that day, which I also sent proof of & the area I passed through was flooded! There is water damage to my car & that is clearly stated there. The only part true about this it that every time I CALL I get transferred to the investigator but she NEVER answers. I haven't had the chance to speak to her atall which is not right. She never picks up when they transfer me to her and another thing She never once left me no message with her phone number, that statement is incorrect. Mrs. said there is NO NUMBER OR EMAIL where I can contact the investigator (Mrs.) & that if I do speak to her my case can be denied. Which I don't understand why!! Wouldn't it help if her and I could get in contact & see what proceeds!???? & if Mrs. did leave a message like they said she did which again is NOT TRUE why did the adjuster tell me there's no number she can give me to speak to her directly!? Everything is just very unorganized & Iam not satisfied atall with the way their handling my case. I do not feel they are in any way trying to help me.
To: Revdex.com of Middle Tennessee, Inc.
Attention: ***
RE: Your Case Number: XXXXXXXX
Complainant: ***
Named Insured: ***
Claim Number: XXXXXXXXXX
Policy Number: *** XXXXXX
Date of Loss: October 21, 2019
Company/NAIC #: First Acceptance Insurance Company of Tennessee, Inc. - XXXXX
Dear Ms.
This is in response to the follow up complaint filed by ***.
Mr. stated he sent us the diagnostic report and it stated high water damaged the vehicle.
We reviewed the two estimates and neither state the engine damage was caused from high water. The printed estimate from *** states water was found under the carpets and states they need to flush the transmission due to high water. Neither report states why the engine was damaged. The engine is the costliest part of the repairs. The estimates should document how the engine was damaged. We asked Mr. for this information and he is unwilling to provide it.
Mr. stated he never heard from the SIU investigator, Kelsey, and she never left a message with her phone number. Further, he advised there was no direct number or email for him to call Kelsey, the SIU investigator.
We can only state what is documented. The SIU investigator made several entries stating she was unable to reach Mr.. Mr. is correct about the direct number. We have extensions attached to the claims and we can provide the extension. Once the SIU investigator called him and left her number. The handling adjuster states she does not recall Mr. asking for the email address of the SIU investigator. However, we have no problem with providing her email address. Mr. needs to speak with the SIU investigator directly and not via email. (***@acceptanceinsurance.com).
Mr. states he has proof he went through high water and has sent it to us. As stated in our initial response, Mr. provided us with conflicting information. Changing where he went through the high water, where the vehicle was located, advising us he had the vehicle towed, only to find out it was three days later. All of this prompted us to perform a more thorough investigation. We have not stated Mr. did not go through high water as he claims; we only ask for additional information to investigate further.
.
Currently, the SIU department is continuing with their investigation and trying to schedule an EUO with Mr.. We are unable to clear coverage until SIU has concluded their investigation and presented their findings. We are looking forward to completing the investigation so we may move the claim forward and resolve the claim.
and bring it to complete resolution.
We regret Mr. experienced frustration with his claim and can assure you Acceptance Auto Insurance strives to create a courteous, service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner.
Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns, please contact us at ***@acceptance.com, or contact the undersigned and email a copy to ***@acceptance.com.
Sincerely,
Michael ***
Regional Claims Director
(XXX) XXX-XXXX, ext XXXXX
***@acceptance.com
cc: Compliance Analyst at ***@acceptance.com
(The consumer indicated he/she DID NOT accept the response from the business.)
The investigator has not tried contacting me atall in the past 3 weeks, I didn't send the engine report or whatever it is they're saying they "asked"for not because I refused to send it but because Mrs. said what the mechanic report stated was good, and Never once was I asked for anything more specific. This is the first time I hear about this! In the report it also states that THE ENGINE LOCKED UP how is this not enough proof? Take a look at that page again in my previous response & read it carefully. I don't know what else they need me to provide. Iam extremely frustrated. The reason my car was in a different location from where it got flooded was that I pushed my car out of that area. I didn't tow my car that same day because Mrs. didn't tell me to do so until that 3rd day. As soon as she told me to, I immediately did what was asked of me to do. I also provided proof of in my previous response , where I asked for a phone number to speak to the investigator & I got no response same repetitive thing when I call. Maybe you should consider hiring better staff because she is obviously lying. They can't say I haven't tried my best. Both my wife and I have tried so many times to contact her & to date haven't spoken to her atall.
December 6, 2019
To: Revdex.com of Middle Tennessee, Inc.
Attention: ***
RE: Your Case Number: XXXXXXXX
Complainant: ***
Named Insured: ***
Claim Number: XXXXXXXXXX
Policy Number: *** XXXXXX
Date of Loss: October 21, 2019
Company/NAIC #: First Acceptance Insurance Company of Tennessee, Inc. - XXXXX
Dear Ms.
This is in response to the follow up complaint filed by ***.
We understand there has been confusion surrounding this claim. We are trying diligently to get it resolved. We have been in touch with the Tennessee Department of Insurance. We provided the DOI with the phone number of the attorney performing the examination under oath. They have assured us they will call Mr. attorney and schedule the EUO. We need Mr. to call the attorney and schedule a time and date of his choosing for the EUO.
We regret Mr. has experienced frustration with his claim and can assure you that Acceptance Insurance strives to create a courteous, service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner.
Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns, please contact us at ***@acceptance.com, or contact the undersigned and email a copy to ***@acceptance.com.
Sincerely,
Michael ***
Regional Claims Director
(XXX) XXX-XXXX, ext XXXXX
***@acceptance.com
cc: Compliance Analyst at ***@acceptance.com
Their attorney never contacted me throughout these two weeks. The meeting was supposed to be today. I was told to wait for a call or email regarding the meeting place & the time. I haven't recieved anything atall!
To: Revdex.com of Middle Tennessee, Inc.
Attention: ***
RE: Your Case Number: XXXXXXXX
Complainant: ***
Named Insured: ***
Claim Number: XXXXXXXXXX
Policy Number: *** XXXXXX
Date of Loss: October 21, 2019
Company/NAIC #: First Acceptance Insurance Company of Tennessee, Inc. - XXXXX
Dear Ms.
This is in response to the follow up complaint filed by ***.
On December 9, 2019, the attorney confirmed the EUO was set with Mr. on December 16, 2019. Mr. contacted our claims team on December 16, 2019 and confirmed the attorney had contacted him a few days prior. On December 16, 2019 the attorney contacted our claims investigator to advise the court canceled the EUO because the court reporter was unavailable. The EUO will be rescheduled to a future date. The rescheduling is pending availability with the court. Mr. was notified of this on December 16 and all parties will be updated once a new date is scheduled.
We regret Mr. experienced frustration with his claim and can assure you that Acceptance Auto Insurance strives to create a courteous, service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner.
Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns, please contact us at ***@acceptance.com, or contact the undersigned and email a copy to ***@acceptance.com.
Sincerely,
Michael ***
Regional Claim Director
(XXX) XXX-XXXX
***@acceptanceinsurance.com
cc: Compliance Analyst at ***@acceptance.com
The absolute worst company I've ever dealt with
One of your insureds hit my car and ran from the scene in a state I don't live in rendering my car inoperable it is being fixed but the adjuster Jim or James I have no idea who it is because the phone lines sound like they are running dial up has not made a decision on weither you will cover the claim because the driver that hit me was not listed on the policy , I am an insurance agent myself this decision does not take over 2 weeks to make it's either you'll cover it under permissive user or deny the claim and it'll be covered under my umpd, this is the most rude customer service center I've ever dealt with not including I can't get ahold of that adjuster , I am in a different state , spending money on a hotel and rental car . Because I am stuck 500 miles away from my home because your company can't come to a decision . I do have a lawyer for loss of use and my out of pocket expenses . Someone needs to contact me ASAP ! This is ridiculous
I would like the claim to be handled
Dear ***
This is in response to the complaint filed by Ms. ***.
This loss was reported to us on November 8, 2019, by Ms. *** and it was assigned to James *** to complete an investigation.
On November 8, 2019, we attempted to speak to our insured Ms. *** to obtain a recorded statement concerning the accident and to determine if we had a coverage issue. We left a message and requested a return call. We attempted to speak to Ms. on this day and had to leave a message for her also to return our call. We have ordered the police report and as of the date of this letter we have not received that report.
We attempted to speak to our insured Ms. *** again on November 11, 2019 but had to leave another message for a callback. We have mailed out contact letters to our insured requesting a call. As of today, we have not been able to speak to our insured to determine if our insured was the driver during this loss or if we have an unlisted driver coverage issue that will need to be investigated.
We spoke to Ms. insurance company on November 13, 2019 and advised them that we have not been able to speak to our insured.
On November 19, 2019, we spoke to Ms. and explained to her that we have a coverage issue and she should file with her own carrier at this time. We attempted to speak to our insured again but was unsuccessful. We will continue to reach out to Ms. to determine who the driver of her vehicle was on the date of the loss.
We regret that Ms. *** has experienced frustration with her claim and can assure you that Acceptance Auto Insurance strives to create a courteous, service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner.
Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns, please contact us at ***@acceptance.com, or contact the undersigned and email a copy to ***@acceptance.com.
Sincerely,
Gary ***
Regional Claims Director
(XXX) XXX-XXXX, ext XXXXX
***@acceptance.com
cc: Compliance Analyst at ***@acceptance.com
I have insurance with *** I called Acceptance and got a really good quote. Decided to go up to *** to speak with a Agent. I told by *** that my deposit would be $368.07. After running my debit card I was informed that my daughter wasn't listed on the policy. So she re-quoted the policy and I decided that I didn't want it. Mrs. said that she would call someone to get it canceled , because she didn't know how. She did call someone but I'm not sure who. After getting off the phone she stated that their underwriting team could possible get 2 accidents that was reported to the dmv removed. So please give her until Friday morning to see what she could do and that maybe I wouldn't owe anything else. Due to removal of the accident could make the policy amount decrease. If not I would be giving a full refund. Mrs. never called me on Friday. ISo I called her office around 12p.m I was told that she would give me a call in 25 minutes which never happened. I called multiple times Friday finally got her on the phone. She instructed me that they((the underwriters) would need the 2 accident report. I told her that I just wanted to continue with the cancellation because I needed my refund back on my card. She said that she would get right on it and I requested a confirmation email from her to confirm the cancellation and refund, she said that would be fine and that she would send it ASAP. I never received that email so I contacted the office about 5:40 that evening and was told Mrs. was headed to lunch. I did receive a email about 5:57 stating that the insurance was canceled and that I would receive a full refund from Mrs.. On Monday I contacted the office and was informed that the policy had not been canceled and that I needed to come to the office and sign paperwork. I spoke with agent Jess in the *** office and she stated that's the only way to cancel and get a refund. I went to their *** branch and signed paper. Still no refund
Product_Or_Service: Automobile Insurance
Account_Number: *** XXXXXX
Refund All that I'm asking is that I receive my refund back. Mrs *** verbally stated that I would get a full refund and she sent a email stating the same thing.
Document Attached
FIRST ACCEPTANCE INSURANCE
COMPANY, INC.
P.O. Box 23410
Nashville, TN 37202
November 14, 2019
To: Revdex.com of Middle Tennessee, Inc.
Attention: Ms. ***
RE: Your Case Number: XXXXXXXX
Complainant: Ms. ***
Insured: Ms. ***
Policy Number: *** XXXXXX
Company/NAIC #: First Acceptance Insurance Company of Tennessee, Inc. - XXXXX
Dear: Ms.
This letter is in response to the complaint filed by Ms. ***, regarding the status of her automobile insurance policy and premium refund.
On October 31, 2019, Ms. completed an application for an automobile insurance policy with Acceptance Insurance. To issue the policy, a down payment in the amount of $368.07 was paid by Ms.. The application included a $12.00 policy fee. Additionally, the application signed by Ms. included a Fee Disclosure charging a $50.00 cancellation fee, if necessary. The cancellation fee applies when a policy is cancelled at the insured's request within the first 30 days of the policy effective date.
On November 4, 2019, Ms. advised FAC she wanted to cancel her automobile insurance policy. Subsequently, the agent discussed the applicable policy cancellation fee with Ms..
As an act of goodwill and to reach a resolution, we agreed to waive our policy fee and cancellation fee. We have made the necessary adjustments and removed the applicable fees to this policy. On November 12, 2019, a refund for $368.07 was processed and sent to Ms. (credit card ending in 8044). Please allow 72 hours for the refund transaction to appear in Ms. account with her financial institution.
Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns, please contact us at ***@acceptance.com or contact the undersigned and please send a copy to ***@acceptance.com.
Sincerely,
Marilyn ***
Underwriting Director
(XXX) XXX-XXXX, ext. XXXXX
***@acceptanceinsurance.com
Enclosures: (2)
I was given an insurance quote and paid to pick up the policy. Within that same hour I called the headquarters to verify that quote anand it had doubled in price. (Bait and switch). I immediately said I wanted to cancel all services with them. Waited for my refund but I have only received half and they are refusing to give me the $85 I'm owed. I didn't use their insurance, my previous policy was never canceled, and they provided inadequate information. Had my orginal quote been accurate I would have stayed with the company.
Product_Or_Service: Insurance/refund
Account_Number:
Other (requires explanation) I want the remaining $85 I'm owed
Dear Ms.
This letter is in response to the complaint filed by Ms. ***, regarding the status of her automobile insurance policy and premium refund.
On October 15, 2019, Ms. completed an application online for an automobile insurance policy with Acceptance Insurance. To issue the policy, a down payment in the amount of $166.85 was paid by Ms.. The application included a $35.00 policy fee to issue the policy. Additionally, on the application signed by Ms., a Fee Disclosure was included. The Fee Disclosure listed a $50.00 cancellation fee. The cancellation fee would be applicable when a policy was cancelled by insured's request within the first 30 days of the policy effective date.
On October 15, 2019, we received an email from Ms. stating that she wanted to cancel her automobile insurance policy. Subsequently, a Customer Service representative discussed the applicable policy cancellation fee with Ms. on October 16, 2019. On October 25, 2019, a refund was sent to Ms. in the amount of $81.85. The refund amount was based on the down payment of $166.85 paid by Ms. for her insurance application minus the applicable $35.00 policy fee and $50.00 cancellation fee.
As an act of goodwill and to reach a resolution, we have agreed to forego our policy fee and cancellation fee. We have made the necessary adjustments and removed the applicable fees to this policy. On November 7, 2019, a refund in the amount of $85.00 was processed and sent back to Ms. (credit card ending in *** Please allow 72 hours for the refund transaction to appear in Ms. account with her financial institution.
Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns, please contact us at ***@acceptance.com or contact the undersigned and please send a copy to ***@acceptance.com.
Sincerely,
Marilyn ***
Underwriting Director
(XXX) XXX-XXXX, ext. XXXXX
***@acceptanceinsurance.com
cc: Compliance Analyst at ***@acceptance.com
Enclosures: (2)
I hate that I had to give this company a star just to write a review because they don't deserve it. I was in a accident May 26, 2019 in clay county fl. On this day I was found at fault for the acciden I want go into much detail because it's still under investigation, but I will tell you this. Me and my mom have been dealing with this company for about 5-6 years. When my mom first got the policy I was listed a driver under my mother because the insurance was in her name. My mother has another daughter who was not listed on the policy because she was not of age. In 2017 I purchased a new car and I had to list my mother on my car contract because I was going under her car insurance. Long story short I was in accident my car was total and first Acceptance insurance did not pay a dime for my car or my medical bills. Mind you I had full coverage insurance. The reason for them not paying for my car was because my little sister was in the car with me at the time of the accident. She WAS NOT the driver she was the passenger. Me in my mother live in to different house holds. When I filed my claimed it was denied because my mother didn't have my little sister (who was not the driver) nor does she has any type of learners permit was in the car at the time of the accident. When I put insurance on my new vehicle it was strictly about my vehicle my part of the policy. So their reason for not paying for my car was because my mother didn't have my sister listed on the policy. The adjuster told me that It was like I didn't have insurance at all at the time of the accident. So my thing is if I didn't have any insurance where did all my money go that I've been paying for insurance the past year? If I didn't have insurance and me or my car wasn't covered. Where did my money go? This company is a joke & has a reputation for ripping off people. Now I'm stuck with payments on a car that is total. I don't even know where my car is located. never do business with these people they just want your money an don't have any compassion in what they do.
We appreciate you bringing your experience to our attention and we have shared your feedback with our claims team. All claims are fully investigated by our claims team including obtaining police reports, speaking with all parties involved and any witnesses to the accident, and obtaining estimates to repair the damage. If you have any questions about your claim decision, please do not hesitate to reach out to your adjuster for clarification.
So after making a review on Revdex.com someone for claims decided to give me a call & let me know we're my car was located. After months of trying to get in contact with them I had to make a bad review just to get someone's attention. Only to find out my car I'm still making payments on since the accident was sold in auction. No one from this insurance company contacted me to let me know before hand. I didn't hear for the towing company either. I had full coverage insurance and y'all didn't pay a dime. Even canceled my insurance after the fact. The adjuster told me out her own mouth that it was basically like I never had insurance at all so I'm trying to figure out where did the money I paid to be covered went? And if I never had insurance how was I able to make a claim that was denied because someone who DOES NOT LIVE IN MY HOUSEHOLD wasn't listed on the policy. This company is a joke, scam, cheat and continuously rip people off as you can see. The adjuster even had the nerve to ask why was I still making payments on the car. When everyone knows if the insurance doesn't pay your still Responsible for the loan. Dealing with this company has been my worst nightmare. Please advise anyone you know to stay far away
I WAS SWITCHED EARLY TO ANOTHER AUTO INSURANCE CARRIER OF THEIRS *** WHEN I DIDN'T WANT TO SWITCH TIL RENEWAL DATE WHEN THE PRICE WAS GOING UP. I CAUGHT THE ERR AND WHEN I CALLED BACK THEIR REP INTENTIONALLY DIDN'T ANSWER AND I LEFT MY MESSAGE ON VM THAT THE POLICY WAS WRITTEN WRONG. NOT ONLY WAS I CANCELLED EARLIER THAN NEED BE THE COMMUNICATION IS VERY BAD AT THE LOCAL LEVEL AND NO MGR IS AROUND TO ASSIST. WHEN I CALLED THE NATIONAL NUMBER, THEY PUT ME IN TOUCH WITH MATT K, District Director of Sales WHO ASSURED ME HE WOULD HANDLE THINGS BETTER AND A SMALL CORRECTION TO THE NEW POLICY WOULD HAPPEN AND A REP FROM THAT OFFICE WOULD CALL ME BACK WHICH DIDN'T HAPPEN BUT I CALLED THEM AND WAS TOLD THEY COULD TAKE THE CHANGE OVER THE PHN ON RENTAL CAR REIMBURSEMENT COVERAGE TO $40/DAY RATHER THAN THE $30/DAY THE POLICY WAS WRITTEN FOR. IT WAS NEVER CHANGED WHEN I CALLED YESTERDAY TO GO OVER MY POLICY BENEFITS. ALSO MATT WAS TO SEND A GIFT CARD FOR MY TROUBLES TWO WEEKS AGO AND IT NEVER WENT OUT. THIS COMPANY IS ALL TALK & EXCUSES WITH NO FOLLOW THROUGH ON WHAT THE VARIOUS REPS SAY.
Product_Or_Service: AUTO INSURANCE
Account_Number: ITINXXXXXX
Other (requires explanation) POLICY CORRECTED AND A NEW COPY WITH CHANGES SENT TO ME AND THE GIFT CARD AS PROMISED.
Dear Ms.
Ms. was previously insured by First Acceptance Insurance Company (FAIC) and this policy was due to cancel effective October 29, 2019. Ms. was provided a new proposal through *** Insurance Company and the agent processed the new auto application on October 14, 2019. October 15, 2019, defaulted the effective date of the new *** policy. Neither the agent or the insured verified the effective date of coverage when the application documents were signed. The future effective date should have been changed to reflect October 29, 2019, to reflect the date of FAIC cancellation.
Ms. was not charged for duplicate coverage as her First Acceptance Insurance policy was cancelled effective October 14, 2019, and a return premium of $38 was issued.
Per my phone conversation with Ms. on Friday, November 8th, Ms. confirmed that she had received the $38 return premium from FAIC, and she had also received the gift card sent by Mr. Karas. I apologized for the delay in her receiving the gift card and explained that Mr. K had attended a company conference here in Nashville the last week of October contributing to the delay in his sending the card. Today I left a voice mail message with a follow up email confirming the following items have been completed per our phone conversation.
Ms. *** policy has been transferred to our *** office for future serving
The daily Rental Reimbursement limit has been increased from $30 to $40 per day.
Provided the *** website information so the insured can access her policy online.
We regret that Ms. has experienced frustration and can assure you that we strive to create a courteous, service-oriented relationship with our customers.
Thank you for allowing us the opportunity to response. Should you have any additional questions or concerns, please contact us at ***@acceptance.com, or contact the undersigned and please send a copy to ***@acceptance.com.
Sincerely,
Shannon ***
Shannon ***
Director, Agency Operations
XXX-XXX-XXXX
***@acceptanceinsurance.com
(The consumer indicated he/she ACCEPTED the response from the business.)
I requested to cancel my auto insurance 3 days before expiration and the process prolonged unnecessarily in order to preven from refunding me the remaining 3 days of service. They also lied to me after increasing my policy almost 100% by telling me the state of PA implemented the increase
Product_Or_Service: Auto insurance
Other (requires explanation) Not Entered
Dear Ms.
This is in response to the complaint filed by Ms. ***, dated November 1, 2019. Ms. complaint describes a disagreement related to the cancellation date of her policy.
Ms. called Acceptance on November 1, 2019, and verbally requested to cancel her policy. The Customer Service Representative advised Ms. of the process for cancellation and to simply email a written request to cancel the policy. The representative informed Ms. that we needed this type of request in writing. Ms. was also informed that the cancellation notification would need to also be sent to the listed lienholder, *** This would be the obligated 10-day notice of policy cancellation to the listed lienholder before we could effectuate any cancellation.
Ms. requested and was transferred to a Supervisor who additionally confirmed that we needed the written request and that an email would satisfy this written request to cancel her policy. The Supervisor also explained to Ms. that a cancellation for non-payment was already set for November 4, 2019. It was suggested that this would be her best option since this cancel notice had already been mailed out and would satisfy the required notice to the lienholder, ***. Ms. wanted the date of November 1, 2019. Before the Supervisor could ask for proof of replacement insurance Ms. disconnected the call. Had Ms. been able to provide proof of replacement insurance dated as late as November 1, 2019, we would be able to honor such cancellation date without the need to wait for the appropriate lienholder's notification.
Upon receipt of this complaint, we reached out to Ms. and confirmed that the policy was cancelled as of November 4, 2019. Ms. stated she was fine with the November 4, 2019 cancellation date and that she had already contacted the Revdex.com and disconnected the call.
We regret that Ms. has experienced frustration and can assure you that we strive to create a courteous, service-oriented relationship with our customers.
Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns, please contact us at ***@acceptance.com, or contact the undersigned and please send a copy to ***@acceptance.com.
Sincerely,
Shannon ***
Director, Shared Operations
(XXX) XXX-XXXX, ext XXXXX
***@acceptance.com
cc: Compliance Analyst at ***@acceptance.com
Enclosures: 2
I am ok with them refunding me my money effective my request to cancel date of November 1st 2019
I got hit in my work parking lot and the other driver had Acceptance Insurance and it was a nightmare. I sent pictures to them and it took over a week for the adjuster to send me back an estimate with a check. That's when the real problems started, they state you can go to any shop you choose and they will cover the difference since they don't have a DRP list. Well, they used my zip code supposedly and would only cover $30/hr rates, which is about $20 lower than the standard near me. I called back asking for recommendations because I wouldn't find anything that cheap and the customer service agent responded "That's impossible since we used your zip code and we are not responsible for finding a repair shop for you". He basically called me a liar and wouldn't help me any further. Finally after about 2 months or so of emailing and calling my assigned adjuster (Herman G, when he answers the phone he is great to work with, the only positive out of this experience) was able to provide me with a recommended list of repair shops that accept their unrealistically low rates. Once I got in touch with the repair shop it went very smooth, except for the fact that this insurance company doesn't even cover the minimum rental rate for ***, so I had to pay out of pocket for this. The *** guy actually said when you hear "Acceptance Insurance" you want to run the other way if possible! Ridiculous, and now they are going to be able to say this claim was satisfied with an extremely unsatisfied claim and nightmare experience
All claims are fully investigated by our claims team including obtaining police reports, speaking with all parties involved and any witnesses to the accident, and obtaining estimates to repair the damage.We appreciate you bringing your experience to our attention and we have shared your feedback with our claims team. Please do not hesitate to reach out if you have any additional questions or concerns. Thank you.
It sounds like you cover all of your bases, yet still don't pay going rates and have terrible customer service otherwise.
On10/6 I Regrettably Purchased a auto insurance policy from Acceptance Insurance in the amount of $497 . My vehicle broke down the very next day so I called and canceled the policy and requested a refund. After being told that even tho I only had the policy for literally Only a few hours that I would be charged a 'cancellation ? fee and out of the $497 dollars that I would only receive $180 of my money back and that I had to submit it in writing .I faxed over the request on the 8th.... a few days went by and I called to see how long it would take to get my money back and was informed that they had not received the fax so I faxed it AGAIN.... that was on the 12th I also re-faxed the original fax's report that stated that the fax went through successfully. As of today I STILL HAVE NOT RECEIVED MY REFUND... NOW THEY ARE SAYING THAT I HAVE TO SUBIT PROOF THAT I HAVE INSURANCE WITH ANOTHER COMPANY BEFOR I CAN GET A REFUND... EVEN THOUGH THE VEHICLE IS NOT ABLE TO BE DRIVE
Product_Or_Service: Auto Insurance
Other (requires explanation) Refund
Contact Name and Title: ***, Claims Atty
Contact Phone: XXX XXX XXXX
Contact Email: ***@acceptanceinsurance.com
October 30, 2019
To: Revdex.com of Middle Tennessee, Inc.
Attention: Ms. ***
RE: Your Case Number: XXXXXXXX
Complainant: Ms. ***
Insured: Ms. ***
Policy Number: 30 CSGA XXXXXX
Company/NAIC #: First Acceptance Insurance Company of Tennessee, Inc. - XXXXX
Dear: Ms.
This letter is in response to the complaint filed by Ms. ***, regarding the status of her automobile insurance policy and premium refund.
On October 6, 2019, Ms. completed an application online for an automobile insurance policy with Acceptance Insurance to insure a 2017 Nissan Sentra. To issue the policy, a down payment in the amount of $479.09 was paid by Ms.. On the application signed by Ms., a Fee Disclosure was included. The Fee Disclosure listed a 10% surcharge that would applicable when a policy was cancelled by insured's request within the first 30 days of the policy effective date.
On October 7, 2019, Ms. contacted our Customer Service department to cancel her automobile insurance policy. At that time, Ms. was advised we would need a signed cancellation request form. Additionally, the customer service representative discussed the applicable policy cancellation surcharge as well as a 10-day notification requirement to the lien holder of Ms. vehicle. If there was another insurance policy in force with a different carrier, then we would waive the 10-day notification to the lien holder. Subsequently, we received a letter from Ms. that she wanted to cancel her automobile insurance policy on October 8, 2019. On October 12, 2019 and on October 18, 2019, we reviewed Ms. policy to check for proof of other insurance coverage in force on the vehicle. Unfortunately, we did not receive proof of other insurance coverage in force.
As an act of goodwill and to reach a resolution, we have agreed to forego our policy cancellation surcharge. We have recalculated the policy refund to reflect a policy cancellation date of October 8, 2019 and removed the cancellation surcharge applicable to this policy. On October 30, 2019, a refund in the amount of $410.29 was processed and sent back to Ms. (credit card ending in #***). The refund amount reflects the down payment minus the two days of insurance premium used, $25 MGA fee, $6.50 MVR fee, and $8 installment fee. Please allow 72 hours for the refund transaction to appear in Ms. account with her financial institution.
Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns please contact us at ***@acceptance.com, or contact the undersigned and please send a copy to ***@acceptance.com.
Sincerely,
***
Underwriting Director
(XXX) XXX-XXXX, ext. XXXXX
***@acceptanceinsurance.com
Enclosures: (3)
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response because they actually kept their word and I refunded my money. I am very grateful for the Revdex.com because I know if they had not gotten involved I would have never received my money back .
Can I leave negative stars? This insurance company is horrible. My vehicle was the result of a hit and run a month ago. Never heard from the adjuster until I e-mailed her supervisor. The adjuster then berated my wife on the phone and said that I was rude and impatient. When I do reach out to someone it is one excuse after another as to why they will not process the claim. This is even with having their insured's license plate number and a witness with cell phone number provided. I don't know how these people can sleep at night. They are waiting for the 30 days video footage to be erased and at that point claim will be denied. We are now having the damages go through our insurance company. Absolute nightmare. Shame on all of you.
First and foremost, we would like to apologize for the lack of communication on our end and the experience your wife had with the adjuster. We have spoken with the supervisor over your claim and it appears that the potential witness to the accident has declined to be part of the loss. With no independent witness to confirm the details of the accident, we are waiting on the surveillance video from the mall and as soon as you are able to submit that, we will be able to move forward with your claim. Your adjuster should have covered the submission process when it was requested and she is available to answer any questions you have. Please do not hesitate to reach out should you have any other questions or concerns. Thank you.
More lies. This is all I've heard for a month. The mall will not release the footage to me, how can I provide something I cannot be given. The real truth is that your company is waiting for the footage to no longer be available so that the claim can be denied again. We have you a witness name and phone number. We have a license plate number and a description of your insureds vehicle. We have a police report. You have provided nothing but lies and stall tactics that are typical for s
g insurance companies that protect s
g clients.
We did receive the information of the witness you provided but unfortunately, she did not actually see the accident take place and was only given a note claiming that our insured hit your vehicle and this note did not contain the name or contact information for the actual witness to the accident. If and when we receive the surveillance video, we will re-evaluate liability of the claim. At this time, there is no verifiable evidence that our insured caused the damages to your vehicle and after our speaking with our insured, we have been told that he was not at the mall nor did he hit any vehicle in the area. At this time, our position stands. If you have verifiable evidence that our insured caused damages to your vehicle, whether this is a witness who actually saw the accident occur or the surveillance video from the mall, we will be happy to re-evaluate and work toward a resolution. Thank you.
I was recently in an accident the person rear ended me their fault.
Called police, exchanged insurance information received a police report.
Filed the claim, took pictures and sent them to First Acceptenance insurance.
Received the information to contact the insurance agent that's handling my claim at First Acceptenance insurance.
Not one phone call or email did I receive from this agent in two weeks after my accident.
When I do call all I get is her voice message everytime.
If I hadn't called my insurance company to get a hold of someone at First Acceptenance nothing would have been done.
I want my vehicle fixed!!!!!!
Why is it so hard for an insurance agent to call a person to get a claim going so they can get their vehicle fixed.
If I do not hear from this agent or insurance company soon other steps will be taken.
We would like to apologize for the lack of communication on our end. We have spoken with your adjuster and it looks like we received the police report on 9/20 and then submitted a liability letter to our insured with a copy of that police report. The payment was issued on that same day and will go out in the mail today 9/22. Thank you for bringing this to our attention and please do not hesitate to reach out should you have any other questions or concerns.
I have heard from the adjuster that's handling my claim and received the estimate for my the damage to my vehicle. I am taking my vehicle in tomorrow to a repair shop to have them look at the damage to my vehicle and the payment is coming in the mail.
Thank you for responding to my comment.
August 23, 2019 my daughter was involved in an accident downtown Hazlehurst, GA. She was traveling in the left lane of a two lane one way. The car in the right lane decided to turn left at the redlight striking the passenger front corner of our 2008 ***. Neither driver was serious injured. Praise God! However both vehicles seem to be total. The other driver told the Trooper admitted to be at fault. A week had past and no one had contacted us. Once we received the Georgia State Patrol's accident report with the insurance information we contacted Acceptance. We were told the claim was "UNDER REVIEW". When we questioned why it was under review we were told the driver was listed on the policy. What the heck? The driver is the registered owner of the vehicle with the Department of Motor Vehicles. After speaking with the insured and his wife who by the way has been more helpful than anyone at Acceptance. We found out the *** had full coverage insurance and the policy was in her name. She requested a copy of her policy from both her local agent and Amy D in Claims Department. Neither would provide her with a copy only a binder and a list of her insured vehicles. She has a right a copy of her own policy. She had to create an online account to gain access to the policy. I have filed a complaint with the Georgia Insurance Commissioner and now the Revdex.com. I shouldn't have to file it on my uninsured motorist! Right is right and wrong is wrong. If I file it on my insurance when my policy is up for renewal I will have a claim history which will hurt me one way or the other. How can Acceptance Insurance get away with treating clients in this manner. I urge each of you to contact your State Insurance Commissioner. It may not help us today but hopefully when enough complain something will be done. I see Acceptance Insurance follows these reviews. That's great because I'm the type of person who will not sit down and shut up. I will continue to be contact whoever might help me today & future clients who are mistreated. Who knows we might get enough to file a class action law suit. We actually called one of the Acceptance agents in a nearby town and asked if we could own a policy on a vehicle that son owns but not list him as a driver. We were told No the owner had to be listed as a driver. Insurance companies don't mind collecting the premium every month but when it comes to pay a claim they find every reason not to pay.
Ms., we were sorry to learn about your daughter's accident but happy to know that neither driver was injured. We have spoken with our claims team regarding your complaint and it our understanding that you have spoken with the supervisor over your claim and she has walked you through the reason for this denial. To clarify, the driver who was at fault in this accident was not listed on the policy and therefore this accident is not covered. Our insureds are given a copy of their policy, outlining all coverage details, when they start a policy and they can access their policy information online. If you have any additional questions regarding this claim, please do not hesitate to reach out to the supervisor for further clarification. Thank you.