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Acceptance Insurance Rating
Address: 3813 Green Hills Village Dr, Nashville, Tennessee, United States, 37215-2610
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+1 (615) 523-5868 +1 (615) 327-2266 +1 (615) 844-2893 |
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I called this company to make a payment on or near September 15, 2017 and was told by two customer service reps that my coverage was extended to 10/15/2017 for me due to Hurricane Irma. I thought this was great customer service. There was also an announcement on the company's voice response system that they were not writing full coverage policies (until further notice). A week after my phone conversation with customer service I saw a missed call on my phone. I called back and it was Acceptance and I was told by Tamara that my policy had been cancelled. I told her what I was told by customer service and she stated she did see the information in the notes that I was told that my coverage had been extended to October 15, 2017. I asked her to reinstate my policy and she said she was unable to do it. I asked to speak to a supervisor and she stated there were no supervisors on duty on Saturdays. I asked to speak to a lead and she stated she was not going to transfer me to a lead. She said she would email the supervisor team and someone would give me a call. I am deeply, deeply grieved over this company and plan to file a complaint with the Tennesee Department of Insurance and the Comsumer Financial Protection Bureau. Because of this company I now show a gap in coverage and now my premiums will be so much higher because of what Acceptance did. I tried really hard to speak with someone other than Tamara and she just ran interference during the conversation. I asked for a street address to send a written complaint because financial institutions have different reporting requirements to the regulators if you put the complaint in writing versus calling and making a verbal complaint. Tamara said she only had the PO box info. I hung up, called bak and tried to speak to someone in claims and the customer service rep stated she would transfer me to a supervisor. Guess who I end up with? TAMARA!
Ms., we apologize for the miscommunication between you and our Customer Service Representative. After listening to the call, we have confirmed that what our CSR told you was that your payment was due on October 15th which, at the time, was correct. When you spoke with our CSR, we had not yet received word that your September payment did not go through, which caused your policy to cancel. Again, we apologize for the miscommunication regarding your next payment date.
Thank you for your apology. I have moved on to another company.
(Complaint entered by Cleveland, Ohio Revdex.com staff - LST) Consumer's car was stolen on 08/03/17. Although she has full coverage (***) she has been verbally advised by Company reps, Tiffany T and Lisa W, that her claim (#***) will be rejected. Consumer has been told that she must first pay for her rental car and would later be reimbursed - even though she was never told this was their process. Consumer has also been unable to work for 8 weeks due to loss of the vehicle.
Other (requires explanation) Consumer wants the auto claim and rental covered. She also wants to be financially reimbursed for lost wages.
Dear Ms.:
This is in response to the complaint filed by ***.
This loss was reported to us on August 05, 2017, by *** initially under claim ***. This claim was then reset to claim number XXXXXXXXXX in order to file the claim under the correct date of loss.
We spoke to Ms. and secured a recorded statement with her on August 07, 2017. She advised that the vehicle was st***n after she and a cousin returned home from shopping and picking up food. She had left the key inside the vehicle while taking things into the house and saw it drive off. She her cousin went looking for the vehicle until 3:00 or 4:00 am, before going home. She decided she would turn it into the police the next morning. When she called the police, they advised that they would send someone out, but she decided to go into the precinct in person.
During the recorded statement, she advised and confirmed with us that the vehicle was a 2012 ***, tan in color. We have the vehicle listed as a 2013 ***. She also advised that she owned the vehicle for about four months. There were some additional indicators that alerted the claim handler to have the file reviewed by the Special Investigation Unit. Once the estimate was completed, the special investigator confirmed that the vehicle was in fact a 2012 *** with a ***. However, the vehicle listed on the policy is a 2013 *** with a***. The information found that the original listed vehicle was repossessed. The loss vehicle was purchased on April 25, 2017, was titled on May 19, 2017, and was registered on July 13, 2017. At no time was there a request to add the vehicle to the policy.
Under the policy*** edition of February 2012, Part D Coverage for Damage to Your Auto, our policy outlines that any vehicle, as a replacement or additional vehicle, may have coverage for a period of 30 days from the date that you become the owner. After this there is no coverage unless you have asked us to cover the vehicle prior to the date of the loss. Unfortunately, Ms., to this date, has never asked us to cover the 2012 ***. Therefore, coverage was disclaimed for this 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,
Michael C
Regional Claims Director
(XXX)XXX-XXXX, ext XXXXX
MC***@acceptanceinsurance.com
cc: Compliance Analyst at ***@acceptance.com
Enclosures: 4