I have an active claim with HICI and they fail to return phone calls. No action is taking place and when you speak to a manager then do not follow up.
I have an active claim with HICI. It has been in a pending status since October 2014 at which time they had acquired all the necessary information that they needed, at least that's what ***** *****, the adjuster told me. I followed up with her on October 21st 2014 and was in order ready to process. I followed up on November 11th with additional information. Three months passed, and I followed up on February 10, 2015, at which time she said and I quote, "I am horribly behind and apologize for the delay, it will take another 30 days from now, but probably longer to process", even though she had all the information. She said she was so busy she couldn't even pull the file that day. I called again on April 8th, 2015 and left another message at 2:57pm. No response was ever given to me.I called again on May 1st, 2015 and asked to speak to a manager, I was transferred to ***** ***** He said that he would talk to ***** and would have her give me a call back. I was never contacted. I called back on May 29th, 2015 and asked for a manager again. This time I was transferred to ***** He pulled the file, and we reviewed what was there, at the conclusion of that call he stated that he had everything that was needed and confirmed this with me on the phone, and that either he or ***** would give me a call back the following week to get this all done. I never received a call. I called back today, June 19th, and got *****'s answering machine again, and left a message. I called back, and asked for a manager, and was transferred to ***** ***** I gave him the claim number and told him that I was looking for a resolution to this claim, and gave him the history of calls. He argued that I hadn't spoke to him before and was completely rude on the phone. I told him that I spoke with Todd last time and he was to have someone call me back, and I spoke to ***** the time before that and he was to have someone call me back. He said he would check with ***** and get back to me. I asked him to put me on hold and get ***** on the line so we can take care of this today, to which he replied, "I'm not walking around the building to see if someone is here or not". I asked if he could take care of it then and I'd stay on the phone, he refused, I asked to speak with **** again and he said he would give him the message but would not transfer the call to him now. I asked to speak to someone above his level, and he said I was at the end of the line, there was no one else to speak to. That is simple not the truth. This has been long overdue and the management seems to be inept and they are assigning too large of a workload to the case workers. ***** has complained about being understaffed every time I have spoke to her. Their customer service is ridiculous.
Finish the claim, have open communication and get this situation resolved. There is no good reason that a company should act this way. Their executive management needs to be made aware of these practices and if they can't seem to find a way to correct them, then the public needs to be made away of the type of company they are dealing with.
We are in receipt of your inquiry on the report of a complaint filed by ******* ****** regarding an automobile accident of March 1, 2014 that occurred in Moscow Mills, Missouri. We appreciate the opportunity to respond.
HICI takes complaints of this nature very seriously. We have long advertised "Service Second to None" and approach each situation with a goal to live up to our motto.
We have reviewed Mr. ******'s file and acknowledge that we could have provided a better customer experience and reacted more timely to his needs. We have used this complaint as a guide in taking steps to see that situations of this nature will not occur going forward.
In reviewing the details of the accident, we note that Mr. ****** was in a 2004 Toyota Camry proceeding north on US 61 when a 2006 Honda Ridgeline truck driven by Haulers insured driver, ******* ********** pulled out from the median of the divided highway and ****** was allegedly unable to avoid rear ending the ********* vehicle. Damages to the vehicles were relatively minor, mostly caused by the variation of height between a truck and a sedan. There were no witnesses nor were any tickets given to either driver. Neither driver was transported by ambulance from the scene.
Initially, we were delayed in contacting Mr. ****** until we received the police report on March 11, 2014 since we did not have information as to who he was or how to contact him. He was initially contacted on March 12, 2014 and an assignment was made for his vehicle to be appraised by an independent adjuster.
Mr. ******'s physical damage claim was processed and included delays due to his non-availability for the appraiser to write the estimate for the vehicle which drove the rental expense well beyond what would be expected for the damage incurred. The assignment was made to the appraiser on March 12, 2014 but we did not receive the report until April 9. 2014 as the vehicle was not made available for inspection.
During the initial conversation with Mr. ****** his complaint of injury was noted. The file was assigned to an injury adjuster on March 13, 2014 and contact was made the same day. The injury process was explained and a medical authorization was sent to ****** to be signed and returned. It was not returned until 7/29/14 when it came in a packet of non-certified medical bills. Mr. ****** treated once with a physician had 27 visits to a Chiropractor.
In a conversation with Mr. ****** on October 24, 2014 he was mistakenly told by the injury adjuster that we had all the information required to evaluate the claim. On November 11, 2014, we became aware of a wage loss claim and requested and received wage loss information in a form that would not be considered admissible in court, citing wage loss of $884.19 per doctor visit based on 2014 compensation of $452,707.76.
At that point, we should have recognized that we needed more complete financial and medical records in order to fully evaluate Mr. ******'s claim.
We have recently transferred the file to another handler who has set forth to handle Mr. ******'s claim on a priority basis. Mr. ****** was offered payment of his medical bills, a general damage payment for his pain, suffering and inconvenience, and a compromise figure on his wage loss claim. He refused to settle based on our offer.
Tax documents were received on June 22, 2015 which raised further questions about Mr. Gerber's wage loss claim. ****** agreed for us to hire a forensic accountant to help him prove his wage loss claim.
Once the study has been completed we will review the materials presented and reevaluate our offer. We remain ready to settle now based on our prior offer.
Again, we remain steadfast in providing "Service Second to None" and regret that Mr. ****** has not had the customer experience that we strive to provide to anyone who does business with us. It is the nature of the business for customers to disagree on valuations at time, but we would like for all to be treated in a timely, fair and respectful manner.
Should you need further information, please let us know.
(The consumer indicated he/she DID NOT accept the response from the business.)
There was an admission of delays, but no outline as to what has been done to remedy it. There was also no apology. In addition to that, the claim of delayed access to the vehicle is not true. The vehicle was always available and the adjuster they used told me he covers multiple states and could not schedule to see the vehicle until he was in the area. Any delays were caused by their own adjusters incompetence or work load limitations. Furthermore, I initiated contact with their firm for the property damage and assessment. I called them to get the claim process started, they delayed returning my calls and repairing my vehicle which lead to a long rental car period. They have now hired a firm to evaluate my wage loss claim, however they have no current privacy of information policy statement. This is quite unprofessional. If they can not provide such a document to ensure the privacy of sensitive tax information, I cannot send them additional information. That is a reasonable request. They seem unwilling to recognize the level of compensation I earn, even though I submitted official tax documents substantiating my compensation for the tax year 2014 when the accident occurred.
Final Business Response
We have acknowledged delay and expressed regret that Mr. ****** has not had the customer experience we strive to provide our customers. Mr. ****** seems more interested in pursuing his claim through the BBB rather than cooperating with our investigation and trying to move forward with settling his claim. The last time our Claims Supervisor reached out to Mr. ****** asking about concerns regarding the forensic accountant he received no contact; rather Haulers received a response via this BBB complaint forum. The Claims Supervisor has yet to hear from Mr. ****** in relation to his direct contact via email to Mr. ****** on July 6.
We still stand ready to evaluate and settle Mr. ******'s claim provided necessary information needed to evaluate the claim is presented. I encourage Mr. ****** to contact the Claims Supervisor directly as he has taken over the handling of the claim and will give it his undivided attention. We await Mr. ******'s further direct contact, as continued rebuttal and counter-rebuttal through the BBB complaint forum will not enable us to bring his claim to a conclusion.