Complaints

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• Initial Complaint

  Date:10/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Insurescan which is a insurance company who does business with ****** & ******* (agency)in *********** *** Upon my quote being written, I questioned if the policy came with rental coverage and i was told no. I quickly added due to me having a job and 4 kids. I assumed , from my experience w/ previous insurance companies, that the policy was the same. That is...when you are involved in an accident, the insurance files the claim with the rental company, you pay the $50 deposit and they bill the insurance company. I wasn't told anything different. During a staycation, my car was hit on the drivers side affecting the front and rear door. I cannot open my driver door and the glass is shattered. I finally was able to get thru to my adjuster after weeks of trying to return the call at ******* ****** ********** ********** to file a claim. Once the claim was filed, I picked the body shop and that was it. I didn't hear back since for the claim rep. I had to call the body shop myself to even know that the parts were order and called a separate time to find out when to drop the vehicle off. We finally got a date and I went to reserve a rental thru the insurance but they couldn't find the name. So i call Tammy C****** to gather information. I was told by previous Insurescan reps that they only REIMBURSE on rentals which is something no one ever heard of before. I was able to get insurance rates after it taking a week to even get that information. I was told i had to pay a $300 deductible plus the price of the car which equaled $378 for 2 weeks. That's almost $700 which I don't have. This is something the insurance handles. I called the insurance broker, Carla, which is amazing by the way and Tammy and was told that unfortunately, that is Insurescan's policy for rentals. I was never informed of this prior or I would've never went with this company. I was basically left to dry. Now i cant get my car fixed b/c I wont have a way to work or to pick up my kids. Insurescan is doing nothing.

  Business Response

  Date: 10/22/2024

  In response to the complaint received from a policy holder
  regarding their auto insurance policy. I would like to clarify that the insured
  did purchase rental reimbursement coverage when they first obtained their
  policy.
  As the managing agency, we did not directly communicate with
  the insured. This communication was handled by an independent agent. Our
  policies clearly state that rental reimbursement coverage is only applicable in
  case of a covered loss, for which the insured did qualify. Additionally, this
  coverage comes with a cap, and it is an out-of-pocket expense.
  As I was not present at the time of the policy sale, I am
  unaware if the coverage details were explained to the insured or not. However,
  the details of our coverage are included in the policy document that she should
  have received.
  The insured called seeking assistance in obtaining an
  insurance claim rate for her rental car, as she was preparing to deliver her
  vehicle to a body shop for repairs. She expressed frustration about not having
  received a clear explanation of her coverage. We informed her that we couldn’t
  address the out-of-pocket expenses she would incur for the rental, but assured
  her that the policy stipulates she would be reimbursed. We made multiple
  attempts to contact the rental company to confirm that this was an insurance
  claim, which would enable her to receive a lower rate. Ultimately, it appears
  she was able to secure the insurance rate for the rental.

  Customer Answer

  Date: 10/23/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The independent agent was not aware of the reimbursement policies as the company had just began to write for Insurescan July 2024 which was around the time I began the policy. Also, the documents for which I should’ve received I did not but non the less, it’s the person writing the policy responsibility to be fully aware of all procedures when it comes to writing a policy which her and another coworker was not. As I was told “ I would’ve never written a policy for you under Insurescan if I hadve none about the rental reimbursement “. This came from a few reps I spoke with. Yes , I received the discount rate for going thru an insurance quote but I am also, coming out of my pocket $300 plus the cost of the rental until my car is complete. I submitted my first reimbursement yesterday so we will see how long it takes for my payment to be refunded. This was very unexpected and if I would’ve known about this policy, I would’ve never agreed to it.
  
  
  
  Sincerely,
  
  
  
  ******* *******