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Address: 3813 Green Hills Village Dr, Nashville, Tennessee, United States, 37215-2610
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I ordered insurance through them two daysbago. I found a better one and they want to charge me a 50 fee for cancellation.that half the money I gave them
Contact by the Business I want the fee removed and my money back except the days i was insured
Dear Ms.
This letter is in response to the complaint filed by Ms. ***, regarding her automobile insurance policy and related policy fees.
On February 26, 2018, Ms. completed an application for an automobile insurance policy with Acceptance Insurance through our website. To issue her policy, Ms. submitted a payment on our website in the amount of $84.18. When Ms. completed the insurance application, a fee disclosure was included in the application for her to view. Per our fee disclosure, a $50.00 cancellation fee is applicable when a customer requests to cancel their insurance policy within the first 30 days of the policy effective date.
On March 1, 2018, Ms. contacted our Customer Service Department to add a *** to her policy. To process this change request, a payment of $82.00 was submitted by Ms..
On March 2, 2018, Ms. contacted our Customer Service Department to inquire on the premium amount charged for her insurance policy. Subsequently, Ms. requested to cancel her insurance policy and we sent Ms. a policy cancellation request form for her to sign to process the policy cancellation. However, a signed policy cancellation request form was not returned back to us from Ms..
On March 29, 2018, we were notified by Ms. financial institution that the previous two payments collected from Ms. for her insurance policy were being disputed. Due to the payment dispute placed by Ms., the payments of $84.18 and $82.00 were both returned to Ms. financial institution. As both payments were returned to Ms. financial institution, the insurance policy has been cancelled and no additional refund is due to Ms.. Ms. will need to contact her financial institution to inquire about the status of her dispute.
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 D
Underwriting Director
(XXX) XXX-XXXX, ext. XXXXX
***@acceptanceinsurance.com
Enclosures: 3
I will never do business again with this company. They have lack of communication with claims. My car was stolen and involved in an accident .The other car was at fault. This happened in November. I was still making payments on the vehicle. Not only did they not contact me, they paid only a portion to the lein holder and I still have to pay for a vehicle I no longer have. I had to call about 3 times and leave messages which was never returned. Now I am stuck still paying for a vehicle I no longer gave, was paying full coverage and no one contacted me. This is the worst insurance company.
First and foremost, we would like to apologize for the lack of communication regarding your claim. Your settlement amount was less than payoff and the deduction of the excessive tow and storage fees and your deductible did make the difference greater. This claim could have been settled quicker if our team had been more proactive and for that we apologize.
No more comment. Whats done is done, and the people at Acceptance can sleep at night with no guilty conscience. I now have to work 2 jobs to make a difference. I trusted ans accepted them ans my carrier, and this is the treatment I got. All they had to do was talk to me, tell me something. No one would help me.
Absolutely the worst insurance company I have ever dealt with in my life. It don't matter how good of a customer you are if an accident happens they want fix or pay you for it. RUN RUN RUN RUN
We can assure you that all claims are thoroughly investigated by our Claims Team. When liability is accepted and proper coverage is in place, all claims are paid. If you have any specific concerns, please do not hesitate to reach out to the adjuster on your claim or our Customer Service Team at 1-800-321-0899.
I created an online insurance policy on 2/22/18 with this company. On 3/7/18 I receive a mail notice that my payment was due on 3/8 and had increases by over $100 with no warning. I learned why the increase in a call to a representative and it was due to an error in records that I would need to fix. The company would not allow me time to resolve the issue. I did not have sufficient funds available for the unexpected increase, so I ask for a cancellation of my policy. I received a form e-mailed to me to complete and was advised of a 6 week processing time. I was also then advised that I would still be financially liable for the policy during that period and that I was also subject to additional cancellation fees. I advised the representative that none of this is disclosed in my policy, application or other signed forms from when I created the policy. She advises that I consented to this in detail on my application. I have reviewed this multiple times and the process to cancel is not outlined nor are any cancellation fees or processes disclosed. This business is telling me that I am still responsible for two payments of $237.88 while my request is processed plus $50 and other misc charges for cancellation.
Account_Number: ***XXXXXXXXX
Refund I desire to not be charged for the policy after advising of the cancellation, I do not want to be charged fees that were not disclosed in my paperwork. I would also like a partial refund from my initial payment as I was only insured from 2/22 until the date of my request 3/8 for a total of 16 days from a 30 day billing cycle.
Dear Ms.:
This letter is in response to the complaint filed by Ms. ***, regarding the status of her automobile policy and refund.
On February 22, 2018, Ms. completed an application online for automobile insurance through our website. To issue the policy, a down payment in the amount of $171.86 was received.
After the policy was issued and during the underwriting review process, we discovered an automobile accident dated February 27, 2017, which was not disclosed on the application completed by Ms.. Subsequently, we added the automobile accident to Ms. policy on February 26, 2018, and a notice of the premium increase was sent.
On March 7, 2017, Ms. contacted our Customer Service department inquiring about her monthly premium payment. During the conversation with Ms., we explained that if the accident we discovered was instead a not at fault accident then to send in proof and we would remove the accident from her policy. Ms. then requested to cancel her automobile insurance policy. The automobile insurance policy was cancelled effective March 7, 2018.
As an act of goodwill, we have agreed to forego the cancellation fee that is normally charged for early cancellations. On March 12, 2018, a refund in the amount of $80.86 was processed and sent to Ms. (credit card ending in *** The refund amount returned to Ms. represents any unused insurance premium following the cancellation of her insurance policy on March 7, 2018.
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 D
Underwriting Director
(XXX) XXX-XXXX, ext. XXXXX
***@acceptanceinsurance.com
Enclosures: 4
In October 2017, I contacted the company and asked to cancel insurance due to car not running. I asked what form I needed to fill out and the procedure since I never had to do this before. I reached out to company more than once and I contacted the agent more than once. Nothing happened.
February 2018, I went to the DMV office to get a copy of my car title since I sold my car. I found out that my license was suspended as of January 2018 for no insurance. I explained to DMV agent what the process I did in order to prevent something like this. He informed me that I had to contact the insurance company and get the form filled out.
I notified insurance company and the manager did not introduce herself and did not assist me with the issue. The manager informed me it was my responsibility to get the form and turn it in to the DMV. I informed her of the steps and that no one assisted me. When I asked to speak to her supervisor, she told me "No" stated she would have him contact me. She did not get any information from me and she hung up on me. Due to this issue, I have to pay over $300 to get my license renewed and reinstated.
On top of this, I have a bill of $305 on my credit report due to non payment, after informing them I had to cancel the insurance.
Product_Or_Service: Insurance policy
Account_Number: XXXXXXXXX
Other (requires explanation) I would like the assistance of getting my license reinstated due to their incompetence in assisting me when requested back in October 2017. I would like a letter of apology from the branch manager and the regional manager for the branch manager's disrespect and her hanging up on me. That is truly unprofessional. I would like assistance in getting the past due amount taken off my credit report. If I am required to pay that amount after contacting my insurance agent, then assist with payments.
Dear Ms.:
Acceptance acknowledges receipt of the complaint by Ms., and would like to address her concerns. However, we were unable to locate a policy using the complainant's name or the information provided in the complaint.
Please provide the relevant policy number or a claim number to ***@acceptance.com, so that we can investigate the matter presented in this complaint.
Thank you,
Jared B
Compliance Analyst
***@acceptance.com.
(The consumer indicated he/she DID NOT accept the response from the business.)
Wonder why they cannot locate a policy when their office in Ft Myers wrote the policy. Will send policy number to compliance.
Dear Ms.
This is in response to the referenced filed complaint.
This customer states she called in October of 2017, to cancel her auto insurance policy because the vehicle was not running. On the Billing History page from the Progressive website for Ms. policy shows insurance payment was posted to this policy on October 23, 2017. An insured may cancel their policy by either providing, or signing, a written request to cancel statement that is signed by the named insured with the effective date of cancellation or, they can let their policy cancel for non-payment of insurance premium.
As noted in our client data base, Ms. did contact Acceptance Auto Insurance on February 27, 2018, by agent Violet K, we contacted Progressive to inquire about the "form" the customer has referred too and Progressive's responded no such form exists and the policy had cancelled for non-payment of insurance premium.
Noted in the complaint Ms. state she went to the DMV in February 2018, for a copy of the car title and learns her license were suspended in January of 2018. Did Ms. receive notice of the suspension from the State of Florida? Ms. received notices of cancellation from Progressive advising her auto policy had lapsed on November 30, 2017.
It would be helpful to have more information on this "form" Ms. is referring to in her complaint or if she is referring to customer service from Progressive. If this form can be identified and we can determine the need, we will be happy to investigate and assist as we can.
Included with this response is a copy of the agent's notes of February 27, 2018, Billing History, Documents sent to the named insured from Progressive, Verification of Insurance and Cancellation Notice with billing of earned premium due.
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 T
Shannon T
Director, Operation Services
XXX-XXX-XXXX
***@acceptanceinsurance.com
CC: ***@acceptance.com
Enclosures (6)
(The consumer indicated he/she DID NOT accept the response from the business.)
To answer the response. The form is a form that the department of motor vehicles states that my insurance company could have provided me when I did contact them in regards to my car not running. It was to notify the department of motor vehicles that the car was not running and insurance had been canceled. Instead, I received no assistance to what needed to be done to make sure the dept of motor vehicles was notified that the car was not running.
As to the agent, She never returned phone calls when I left her messages so I do not understand how she can claim no such request was made. I was not informed that I had to write a request to cancel my insurance. I thought leaving a message would suffice. Had she returned my calls and advised me that this had to be a written request, she would have received it. Unfortunately, that was not the case.
No, I did not receive notification from the Dept of Motor Vehicles that my license had been suspended, otherwise, this would have been addressed before now.
I did not receive anything from Progressive except for bills. Nothing stating no insurance. I did try to attempt to reach them but was told to speak to my agent.
The lack of customer service from your part and the abhorred treatment I received when I contacted the office was far from professional.
As I see it, it does not matter what a customer says or reports.. In your case, this customer was not treated fairly nor did I get the assistance requested. Due to this, It cost me more than I could afford and has caused an undo hardship to me. Had everyone had been truthful to the way I was treated, you would see that being hung up on by the branch manager after asking for her supervisor and his contact information is far from being professional.
I have not asked for much but compensation for my reinstatement and a letter of apology from the woman who was unprofessional and disrespectful towards me. I did tell her that her lack of professionalism would be reported and I have done so. It is sad that her attitude and demeanor towards a customer or old client sets the tone for her office.
You state you have all this documentation and I have none of those items you have submitted. I do understand my billing history with Progressive and the last payment was right before my car died.
I have now learned the laws of Florida regarding cars and car insurance. Your staff may need to be refreshed on the current laws because I found out a lot from the Florida Department of Motor Vehicles.
Rental reimbursement I have been inconvenience for transportation since 09/24/2017 , rear end at a red light by acceptance insurance driver, first of all I had to wait over a month to get a settlement for damages of my vehicle which was under paid for damages, no adjuster ever came out physically to even look at the damages. Rental reimbursement claim has been submitted via email and by fax, no response from adjuster. I have been forced to uber additional charges has been acquired additional charges of 268.00 along with the 653.00 from rental I am distort and emotional drained from trying deal with this.
Other (requires explanation) Outcome would be my funds back in full. Additional $1500 for my pain and suffering
Dear Ms.:
This is in response to the complaint filed by ***.
This claim was reported to us on Monday, September 25, 2017 by ***. The claim was immediately assigned to a licensed adjuster to complete a thorough investigation into coverage, liability and damages. Although we had not confirmed this incident with our insured, ***, we arranged for an estimate of damages to be conducted on Ms. vehicle on that day. Telephonic efforts to reach our insured and his driver, ***, were attempted on that day as well; a voicemail message was left for a return call for both.
Without a copy of the police report to verify the insured vehicle and our insured was involved in this incident, we continued our attempts via mail and phone to our insured and his driver. We received a copy of the police report on October 5, 2017 and confirmed Mr. and Ms.' involvement on Friday, October 6, 2017. We continued our attempts to reach our insureds to advise them of the claims being made against them without success. Based on our investigative findings, a decision was made to extend coverage for this loss. A payment for damages in the amount of $3,854.64 for Ms. vehicle was processed on October 17, 2017.
On Friday, January 19, 2018, we received a supplement request from *** for hidden damages. Our material damage department consulted with Ms. body shop and a payment made payable and mailed to *** in the amount of $442.35 was processed on Friday, January 26, 2018.
On Monday, January 29, 2018, we received a rental invoice presumably from Ms.. The invoice was reviewed and a payment was issued on February 16, 2018 for the amount of $439.12. This figure does not include the cost of a Collision Damage Waiver ($142.89) or Roadside Assistance Protection ($54.89) as these are optional and unnecessary expenditures. Insofar as the additional charges of $268.00 mentioned in the complaint, we will be happy to consider those expenditures if Ms. will submit her supports. We are reaching out to Ms. to provide status and secure the needed documents.
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.
Sincerely,
Roy G
Regional Claims Director
Had auto accident on 12/19/2017 Mariana v*** was our assigned person she as everyone we have delt with in this company are horrible about returning calls, emails, or messages. Our adjuster Eric B as of 2/12/2018 has yet to get our claim on a total loss settled. Wrong paperwork has been sent out. I am so thankful I will be able to have a reputable Insurance company after this and be away from this company! I would give a zero star but it won't allow
Ms., we would like to apologize for the delay in communication on your claim. We have confirmed that your claim was assigned to our Total Loss Team on 1/4/18 and we were not able to make successful contact until 1/30/18. On 2/12/18, it was recognized that the wrong paperwork went out in the mail and the correct paperwork was overnighted to you. Once the title and completed paperwork have been received, we will be able to move forward with your settlement.
Everything has been provided to the insurance company and the car was picked up the company copart that they sold the car to , they picked the car up last week. I have recorded phone call where the insurance company lady told me to mail the paperwork to the p.o. box NOT to copart. I also have recorded documentation where it does NOT state on the paperwork where to send it leaving me more stress and work to have to figure out where to send it. Which I did. By calling in recording it, letting them know I was recording. This has been a HUGE mess. Slowing the WHOLE process down. This should of bee. Settled months ago!
This is the worst insurance company I have ever seen. There's constant inconsistencies among all their employees that I had the misfortune of dealing with. I paid my policy on time as I was supposed to so I never would have imagined that they would denied my claim. I was hit by another driver that did not have insurance. I had initially signed up for full coverage, uninsured motorist and all the works to assure that if I was in an accident, I wouldn't be out of anything. I was expecting to get a rental and either get my car back repaired or get another car. The insurance company lied and said I changed my policy and had removed all the things on my policy that would have protected me from any lost. I never signed nor gave them permission to change my policy. Do not trust this company under any circumstances. If I could give them a minus , I would do just that. It's ok if you just need to have something to put your car on the road but don't expect anything from them. There were no two people within that company that I spoke with ever had the same knowledge or lack of for what I experienced. It was like they made everything up as they went and forgot to inform their team mates.
Marsheila, we are sorry to hear that your claims experience was not what we would have liked. After checking on your policy, we have confirmed that your policy was started online and there are no notes that you ever called to add uninsured motorist coverage to your policy. The only call notes in your account were regarding your deductible and the quote that was run to determine the cost of lowering your deductible. If you have any additional questions, please do not hesitate to contact us.
I originally had uninsured motorist. I never changed my policy. Once I was hit by an uninsured motorist, someone with First acceptance changed my policy and lied and said that I signed it. I never signed anything allowing any changes to my policy. The company took the electronic signature from the first time the policy was implemented and used it to make it appear as if I authorized a change. I would never pay for full coverage and only have the coverage of a liability policy. I complained daily about the policy and just like the response provided, no one ever knew anything. If I would have fully researched, I would have never chosen First acceptance. The company scammed me and are continuously lying about it. My policy should have only been $30 a month for what you claim I had, it was over $100. You also deemed that the car was totaled when I received third party estimate that it could be repaired.
We can assure you that no one from our company made any changes to your policy with authorization from you. We do have an uninsured motorist rejection statement signed by you when you started your policy. We're sorry about the confusion with your coverage. We always have representatives available to discuss coverage options before starting a policy online.
The worst customer service ever! I was involved in an accident on 11/30 and I am still waiting on a phone call back.
I was involved in an accident on 11/30/17 that involved three other vehicles. I filed a claim immediately. I left SEVERAL messages before someone returned my call only to tell me that they were waiting on a statement from their insured. I wonder how many times they reached out to their insured. It should be everyday. It is almost one month later and still no update. I was told that a new representative was handling my claim but I can never reach her (Sheryl). I get a voicemail every single time I call. When I call the main line for claims, I also only receive a voicemail. Seems to me that they intentionally ignore all phone calls and have no desire to help anyone who has filed a claim against them. ABSOLUTELY UNPROFESSIONAL!!!
I would like First Acceptance to ensure that their claims departments actually does their job by answering the phone and returning calls when a voicemail is left. Don't leave people out in limbo.
Dear Ms.:
This is in response to the complaint filed by***.
This claim was initially reported by a representative from *** Insurance Company on November 30, 2017 indicating our insured had struck three vehicles. At that time a new loss was initiated and the claim process began. The adjuster made contact with Ms. on November 30, 2017 and obtained her statement regarding the facts of loss as well as scheduled her for a vehicle photo inspection. Ms. was advised during this call that liability was pending and that we had multiple vehicles involved which may present a policy limits issue. The adjuster also attempted contact with our insured, ***, but was forced to leave a voicemail message.
Contact was made with ***, another individual claiming damages, on December 4, 2017 at which time his statement of facts was obtained and his vehicle moved to a salvage yard due to extensive damage. The adjuster was able to make contact with our insured on December 5, 2017 but advised her that we needed to speak to ***, the driver of the vehicle in this loss. The adjuster attempted contact with Ms. on December 8, 2017 but was forced to leave a voicemail message. Ms. was contacted on December 11, 2017 and was advised that due to the presentation of injuries the property damage aspect of the file had been transferred to a new adjuster. Ms. was advised of the new adjuster's information in this call. Ms. was contacted on December 14, 2017 and advised that we were still attempting to reach our insured driver for his statement concerning the facts of loss. Ms. was again advised that, due to the number of vehicle involved, the damages may present an issue with the policy limits available. It was explained that we could not move forward with any one claim as we needed to confirm that all presented claims could be resolved within said limits.
Contact was made with *** on December 19, 2017 during which time his statement concerning the facts of this loss was obtained. The adjuster made contact with Auto Owners Insurance, carrier for the third claimant ***, who advised they would be handling Ms. damages under her policy.
The unit supervisor contacted Ms. on December 28, 2017 and advised her that we had sufficient information to move forward with her claim. A preliminary estimate had been written on Ms. vehicle for $507.39. Payment has been issued to Ms. for the full amount of her estimate.
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.
Sincerely,
Andrew Z
Regional Claim Director
(The consumer indicated he/she DID NOT accept the response from the business.)
I received no missed call or voicemail on Dec 8.
To this day I have never spoken with the new adjuster or her supervisor. It is very clear that neither of them answer phone calls or responds back to voicemails.
The unit supervisor did contact me on Dec 28 and finally gave me updated information regarding my claim and I appreciate him for contacting me.
My frustration still exists with this company because of their lack of proper communication skills. I pray that I never have to deal with this insurance company again.
Dear Ms.:
This is in response to the follow-up complaint filed by ***.
Our records indicate that there was a return call to Ms. on December 8, 2017. However, I apologize for any perceived miscommunication through the handling of this claim.
On January 3, 2018, a rental was set up with *** and Ms. was provided information including the reservation number and contact information. The supervisor spoke with Ms. on January 4, 2018 to ensure customer satisfaction and she confirmed that she has an appointment scheduled for January 8, 2018, the rental information has been received, and at this time there are no other pending issues. Ms. thanked the supervisor for the call and will call back if she has any questions.
Thank you for allowing us the opportunity to respond.
Sincerely,
Andrew Z
Regional Claim Director
I called to check if my payment went through on my insurance policy. I made the payment on a weekend and it showed that it was still pending on my card, so I called just to make sure. The lady that answered was "talia". She was no help. She took forever trying to find my account. She then asked for my fathers info, I gave her his info, she was then able to locate the account. She said I was a driver listed on the policy and he was the policy holder. I tried to clarify what that meant, she then put me on hold again. She back on the line and asked what I needed again? I repeated myself and told her that I just wanted to make sure my payment went through? She said was not able to give me any info, and said "your daddy, will have to call us" I found that very rude and unprofessional. She was not able to help me and kept wasting time by putting me on hold.
Ms., we have listened to the call and would like to apologize for your experience. You reached a new employee when you called and it appears that the employee did have trouble locating the policy. Please know that we have forwarded the call to her lead and we will use this as a coaching experience. Again, we apologize for your experience and are always here to help.
Forces you to pay a reinstatement fee due to the fact that there website is flawed and your not able to click on the right check marks to make your payment. And when called the company they say sorry there's nothing we can do for you pay the fee or purchase insurance elsewhere.
Mr., we are sorry to hear that you had trouble with the online payment system. We are unaware of any flaws with the payment process as many customers choose this option when paying their bill. A reinstatement fee is standard for all carriers if your payment is not received by the cancel date.
I was hit in the rear end of my vehicle on 12/4/17 and have yet to speak with the claim representative! I have called several times and immediately was placed on hold. Then after being on hold for 7 plus minutes it hangs up on you. I have left SEVERAL messages with Kayla P who is apparently the claim representative and she has not returned a single call. My vehicle is not drive-able and I work a full time job. I do not have another vehicle to drive at this point. First acceptance is causing me a huge inconvenience due to not providing me appropriate information and customer service to get a rental vehicle. I have found my experience to be VERY unprofessional and they should be ashamed of how they are operating their company!
Ms., it is our duty to fully investigate all claims and your claim is currently being investigated. When the police report was received on 12/5/17, liability was undetermined due to conflicting statements. We are pending a statement from our insured in order to complete the investigation. Someone will be in touch with you soon.
I've opened a claim (***) with this company and so far my experience has been neutral. I was rear-ended by a young driver that has insurance through them. Their driver gave them inaccurate info about the police department and they did not have a police report so they can't assign fault yet. I'll provide another review of my experience after all is done. The other driver gave a totally different version of the accident,so I had to walk through my version in a little bit of a frustrating conversation , but overall my adjuster seems to be acting in good faith. We'll see how it goes. I will say that if you file a claim, be prepared to give a recorded statement of what occurred and be prepared to release your vehicle to them if it was towed.
Mr., we appreciate your patience as we investigate your claim. It is our duty to investigate all claims fully and we will be in touch with you throughout the claims process.
If you can use an alternative insurance company like *** try them instead. This company has no clue what it means to provide above average customer service. Apparently, they tell you that all calls are recorded but, when you call back to follow up on issues they can't
seem to find any notes of prior calls. And forget a follow up call, that would seem to be a simple request of a consumer however, it never happened. I will not go deeply into my story as it is too long but, please if you do sign up with them as a last resort for auto, check ALL of your documents and be aware of what you are being rated for. They rated me multiple times incorrectly for the same incidents and never told me that they did when I was already being charged for the incidents. I only found out because I called to cancel. Also, be aware that there is a 10% cancellation fee of your entire premium (6mos) if that is what you elected if you cancel within the 1st 30 days. They claim there is a disclaimer that states this information however, there was no documentation of such notice in the documents that I signed or that were provided to me! I have filed a complaint with the Insurance Commissioners office to assist with my issues. I hope this review has been helpful to someone!
Ms., we apologize for the misunderstanding regarding your rate and cancellation fees. You were rated multiple times due to the incidents being listed incorrectly when your application was completed through our website. Once it was discovered that the incidents belonged to the second driver on the policy, they were removed from you, the primary driver. While the 10% surcharge is applicable to customers that cancel within the first 30 days, there did appear to be a programming error with your forms and the disclosure was missing. Due to this error, you have been refunded for the 10% surcharge. Should you have any additional questions or concerns please contact our Customer Service Team.
Company said my card was declined when I tried to purchase policy, so, I got insurance with someone else. However, I looked on my statement and seen a charge from the company. I called this company and let them know what happened and they told me they couldn't refund my money because they can't control their online system. If I don't get my money refunded, I will not only be filing this complaint but also contacting a lawyer about the business practices of this company.
Product_Or_Service: Auto Insurance
Other (requires explanation) I want my money back.
Dear Ms.:
This letter is in response to the complaint filed by Ms. ***, regarding her automobile insurance policy and refund of premium.
On October 30, 2017, Ms. completed an application for automobile insurance with First Acceptance through our website. To issue her policy, a payment was submitted by Ms. in the amount of $246.84.
On November 6, 2017, Ms. contacted our Customer Service department disputing that her policy was issued online and requesting to cancel her insurance policy. Subsequently, on November 7, 2017, we cancelled the insurance policy for Ms. based on her request.
On November 8, 2017, a refund in the amount of $246.84 was sent back to Ms. credit card (ending in ***
Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns in the interim, please contact us at ***@acceptance.com, or contact the undersigned and please send a copy to ***@acceptance.com.
Sincerely,
Marilyn D
Underwriting Director
(800) ***
md***@acceptanceinsurance.com
cc: Compliance Analyst at ***@acceptance.com
Enclosures: 2
I had removed one of the two vehicles off of the policy due to the quote that was not explained to me at first. I had paid the full amount for the month and five days in I removed the one vehicle and spoke with my agent about getting refunded my the over charge in which she directed me to customer service. The customer service representative did inform me that this is could have been handled with the agent and that she didn't make any changes, to which the CSR did tell me what to do. I email my agent informing her of the info of what the CSR said and also included that I wanted the car taken off the policy. I waited a couple of days to check on the status of refund and call back to the customer service and the CSR (by the name of Kebreeya) rudely informed me at first that they do not issue refunds and I will get a credit on my policy. The policy ends on the month of October and I told her I do not plan to renew my policy, she then continues to say they do not refund and I'm gonna have a credit on my policy. I asked how can they keep the money that's is owed to me and tell me that it's only applied to renewing my policy and I did not get an answer to that question just a response of they do not refund and it's on credit. I did inform that I have sent an email to the agent stating that I don't plan to renew my policy. At that point I ask to speak to a manager then I'm placed on hold then I am told that there is not a manager available. I ask for an email of the manager too where she said she can't give that it and she will take down my contact info and they will get back to me in 24 "business hours".(I do have our conversation recorded for this reason, and the CSR was aware and confirmed of the recording as well as the previous CSR.)a couple of days pass and I get a call from a Ms. Theresa F (the total claims person) she says that she is a manager that is handling this issue. A couple of weeks ago I paid extra on my insurance and informed Mrs. F and had to be persistent into getting my refund back and I have requested copies/receipts of the refund to which I have not yet to recieve. So I called back and get no answer, at this point I rather have everything in writing, so I emailed her about the situation and she replies back that I will get a refund of 109.00 and I questioned that amount because I did the math of the prorated charges and I included that in my email reply and the amount I have is 183.00. Since emailing her about that, I have not heard a response and also I have requested a breakdown of how she came up with that amount as to I didn't cancel my policy just reminded a vehicle and want the amount that was overpaid.
Product_Or_Service: Policy refund
Other (requires explanation) I would like first and foremost the correct amount refunded back and a breakdown/receipt of the transaction. Also I would like the receipt of the previous refund as I was left calling my bank to check the status after informing me. ***, my agent and the Customer Service of an alert of when it is to be in my account, just like this time.
Dear Ms.:
This letter is in response to the complaint filed by Mr. ***, regarding his automobile insurance policy and a premium refund.
On September 2, 2017, Mr. requested to add a 2014 Nissan Maxima to his existing insurance policy. To process this change to his policy, a down payment was paid by Mr. in the amount of $73.26.
On September 8, 2017, an invoice notice was sent to Mr. for the next monthly premium payment due in the amount of $270.80.
On September 22, 2017, a vehicle on Mr. policy was deemed to be a total loss (2002 Chevrolet 1500 truck) following an automobile accident and was removed from his policy. Because of the removal of this vehicle, an initial credit in the amount of $24.00 was placed on Mr. account to apply to the current bill due. Subsequently, Mr. paid the remaining balance due on this monthly bill in the amount of $246.80 ($24 credit for removing the 2002 Chevrolet 1500 truck plus $246.80, paid by Mr. to satisfy the bill of $270.80).
On September 27, 2017, we received the total loss paperwork for the 2002 Chevrolet 1500 truck, and then backdated the removal of the vehicle to the day after the loss which was August 27, 2017. The backdated transaction to remove the 2002 Chevrolet 1500 truck created a credit of $224.00. On October 4, 2017, per Mr. request, we processed a refund back to his credit card in the amount of $224.00 (card ending in #***).
On October 5, 2017, Mr. then requested to remove the 2014 Nissan Maxima from his insurance policy. Subsequently, we processed the transaction to remove the 2014 Nissan Maxima effective October 5, 2017, which resulted in a credit of $109.00 to Mr. account. The credit of $109.00, represents the unused insurance premium for coverage from October 5, 2017 to the end of the policy term October 29, 2017. On October 20, 2017, we processed a refund back to his credit card in the amount of $109.00 (card ending in #***).
The customer service representative was correct in the information that was provided to Mr. regarding the call back from a Supervisor. If one is not available, a call will be returned within 24 business hours. A direct email address of the supervisor is not provided, since it is a
team. At the time that Mr. stated he did not want to renew his business with us, since
his policy was paid in full, a request should have been submitted to refund the credit on the policy.
The customer service representative has been coached regarding our processes in order to correct
the behavior, and avoid any further occurrence.
Thank you for allowing us the opportunity to respond. Should you have any additional questions
or concerns please contact us at [email protected], or contact the undersigned and
please send a copy to [email protected].
Sincerely,
Marilyn D
Underwriting Director
(800) ***
md***@acceptanceinsurance.com
Enclosures: 6
(The consumer indicated he/she DID NOT accept the response from the business.)
No,I do not accept their response as it still does not explain where the 109.00 is deducted from the 220.00 that is from the premium of the vehicle, again 109.00 is roughly prorated at 14-15 days off the 220.00@ 7.33 a day. Also I did request a receipt/ or some form of statement emailed to me about the transaction from both previously and the recent deposit to my card, to which I do not and have now received yet. Furthermore, if in fact the refund was deposited as mentioned, why wasn't there customer service representative aware of it and negated the fact of the process much-less the pending transaction. She would have been able to see notations and adjustment on my policy as I had to give my policy information and confirm whom I am. Again, I would like the statements/receipts of ALL transactions in which Mrs D is speaking of.
Please see the attachments.
csal *** is my policy number. canceled during the time period I was covered. Was not notified until returning 4/17/17. Employee negligence.
An agent failed to process my payment while I was out of town. I spoke to her about it and reassured that payment will be processed. Upon returning I received a canceled notice in the mail. I went to see the agent but agent was no longer present. I was upset. I dealt with another agent refusing to fix the issue. I paid it on 4/17/17. Because of their negligence, I switched to another company and canceled them. The same agent who was dealing with me at the time, disclose that I had 'til 21st of each month to pay my insurance. My insurance was canceled for non payment on the 3rd of April. Since the agent no longer an employee, I was given a ran around and was ignored. Due to their negligence, I couldn't renew our tags. I was told to pay a fine for the lapse of my insurance at $200 per vehicle. I contacted DMV. I need the verification from Acceptance to clear this issue. I was given the wrong information. Now that the agent is not an employee, Acceptance is refusing to cooperate with me. I will take legal action against this company for negligence. I could have been in an accident during these time period I was out of town, and the fact that I wasn't covered even though the agent reassured I was. There should be a way for them to assist me with DMV.
If we are paying $200 per vehicle, if we paid to register our vehicles, that Acceptance will refund our fines. Unless they will call DMV and explained that one of their agents were negligence due to her personal issues which was discussed with me during the time I was buying my policy. She obviously did not do her job well enough that I have to pay these fines. "False Information" to get customers. I was told I had 19 days before its late.
Dear Ms.:
This is in response to the complaint filed by Ms..
The referenced Acceptance policy was written effective January 3, 2017. The "DUE" date of monthly payments fall on or around the 19th of each month and with the legal notice of cancellation, the insured would have until the 2nd of the month to make the payment prior to 12:01 a.m. of the 3rd of the month.
The last payment received for this policy was on March 3, 2017, in the amount of $78.00 as an additional payment for an endorsement made to the policy. On March 23, 2017, the next invoice of $284.74 was billed with a due date of March 19, 2017 and a cancellation date of April 3, 2017 at 12:01 a.m. This payment was not made and this policy cancelled at 12:01 am, April 3, 2017. Has part of our agent's responsibilities, they contact their customer's prior to the policy cancellation to remind them of their upcoming payment, as well as when the policy actually cancels, to see if we can have the policy reactivated. It is noted on Ms. policy dated March 2, 2017, that Ms. does not like the reminder calls. This is also noted on April 7, 2017. We do not have any notation of return mail for this policy.
The next activity noted for this policy is when Ms. made a payment on April 17, 2017. This was too late to reactivate policy number ***; however, when the payment was posted to this cancelled policy, the system rewrote to*** effective April 18, 2017. On April 17, 2017, Ms. changed her mind and signed a request to cancel policy number*** in addition to disputing the payment posted to the policy. This policy cancelled flat with no cancellation penalty applied.
It is unfortunate the prior agent, Heather B is no longer with Acceptance Insurance, so I cannot discuss the payment to be posted as indicated in Ms. complaint. I have left a voice mail message for Ms. asking that she contact me at her convenience to discuss further.
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,
*** T
*** T
Director, Operation Services
XXX-XXX-XXXX
st***@acceptanceinsurance.com
These people tried to give me 3 thousand dollars less than what the value of my car was they were releasing information about the accident to someone who was not even on my policy I'm a full time student and after the accident took my rental and left me with nothing. They had many people who took the claim before it ended up in a woman's name *** from Nashville who still was identifying me as the person in the accident. My experience was horrific and unfair and the laws that were broken by confidentiality and state percentages they need to be audited
Sam, your vehicle was deemed a total loss on 8/21 and on 8/23 we received your request to only speak with you moving forward, which we honored. When our Claims Supervisor spoke with you on 8/23, you were given the settlement amount and your insurance carrier contacted us so that they could inspect your vehicle. Our Adjuster followed up with you on 9/14 and 10/4 regarding your decision for settlement and on 10/5, you advised that you were proceeding through your insurance carrier. We are sorry that your experience was not as simple as we would have liked.
This company *** and has poor customer service !! I started a policy with First Acceptance Auto on 9/14/17 liability for 2 cars (2005 Honda Pilot and 2002 Saturn) down payment of $425.92 and $425.92 would be my monthly payment due by the 14th of each month. On 9/19/17 I requested to remove one vehicle (2002 Saturn) and add a 2005 Chrysler 300 to policy, I had to pay a down payment of $310 to add that vehicle which then took my monthly payments to $736.79 for liability on Honda and full coverage for Chrysler. On 9/26/17 I requested to remove 2005 Chrysler from policy leaving me with a credit of $632 to my overall 6 month policy and a balance for my October bill of $99.51. On today, 9/29/17 I requested to add full coverage to my 2005 Honda and was told that the down payment to do that would be $272 and my monthly bill will increase by $177.65. So on 10/13/17 I will have to pay October balance of $99.51 + 177.65 since full coverage would be added. When I asked representative why is down payment $272 to add full coverage from 9/29/17 to next cycle 10/13/17.. She said the $272 down payment to add full coverage will cover me from 9/29/17 to 11/13/17.. As I asked her why am I paying a down payment for full coverage to cover until 11/13/17 when I haven't even made it through my first month of coverage and next billing cycle that is due is 10/13/17 she told me she would let me speak with a supervisor, left me on hold for 20 mins after I had been hung up on by two prev representative. I DO NOT recommend this insurance company to anyone.. They are a rip off and *** at customer service!
First and foremost, we would like to apologize that your experience was not what we would have liked. Different vehicles and coverage limits do require different down payment amounts and monthly payments, which our Customer Service Representative explained with each vehicle change. We will use your experience as a training opportunity to ensure that our Customer Service Team ends all calls knowing that our customers clearly understand their financial responsibilities and how any changes they made to their policy may impact their upcoming payments.
This is the worst company ever their client ran a stop sign and totaled my car here it is over a year later they have not paid me for my car yet they finally made a offer 4 weeks ago I accepted their offer and they have yet to send my check they never even provided me with a rental car this company should not even be in business I don't know why anyone would use this company if you are in a accident with one of their insured people don't expect any response from them in a hurry and the bad part I was only asking $1500 for my car not like I was asking for alot I wouldn't even give them one star
Mr., less than one week after your accident was reported, we received a letter from your attorney directing us to have no further contact with you. We have issued a check for your settlement but we are still waiting on your attorney to complete the total loss documents that are required by the state.