Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/18/2025

  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.

  Common Wealth Casualty has the worst customer support. I had to file two claims for severe hail damage. One of the cars has been in the shop for 4 weeks just waiting on approval from Common Wealth! The other vehicle has 10k worth of damage and common wealth is trying to only pay $1,500. The repair shop says theyve been in business for over a decade and never experienced an insurance agency that is refusing to pay for damages to an insured vehicle. Ive called a dozen times and cannot reach anyone! I have a screen shot on my phone of the 2.5 hrs I stayed on hold trying to reach someone just to file the claim. Insurance is not supposed to work this way! This company is cheating their customers.

  

  Business Response

  Date: 07/21/2025

  The estimate and subsequent payment were issued based on a third-party inspection of your vehicle.

• Initial Complaint

  Date:07/08/2025

  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.

  ON7-7-25 MY HOME WAS FLOODED. I CALLED COMMONWEALTH AND THEY TOLD ME TO CALL A RESTORATION COMPANY. THE RESTORATION COMPANY SAID IT WAS A PIPE UNDER MY HOUSE THAT FLOODED THE HOUSE. SIX INCHES OF WATER, WALLS DAMAGED, CABINETS DAMAGED, FURNITURE DAMAGED, FLOORS/CARPETING DAMAGED.THE RESTORATION COMPANY SAID TO ASK FOR A HOTEL VOUCHER FROM COMMONWEALTH DUE TO THE **** THE WATER HAD TO BE TURNED OFF. I HAVE NO PLACE TO GO.THE OPERATIONS MANAGER CALLED COMMONWEALTH THREE TIMES ON 7/8/25. I CALLED 4 TIMES TO COMMONWEALTH ON 7-8-36. A NICE YOUNG MAN SAID ***** WAS MY ADJUSTER AND SHE COULD TALK TO ME AND WOULD CALL ME AT 2 PM. HE ASKED ME WHAT TIME I COULD BE AVAILABLE. NO ONE CALLED ME AT 2 PM. I CALLED SILI AT 2:10-I WAS TOLD FOR THE SECOND TIME SHE WAS NOT AVAILABLE. HOWEVER, I WAS TOLD I HAD A PHONE APPOINTMENT WITH HER AT 11 AM. THE MAN SAID I WILL TALK TO ANOTHER PERSON WHO HAS AUTHORITY TO GET YOU A MOTEL. I REALIZE AS YOU SAID ....YOU DO NOT HAVE WATER AND NEED A PLACE TO STAY, THEN HE CAME BACK AND SAID "OH SILLI SAID SHE WILL TALK TO YOU." I SAID GOOD, HE SAID OH BUT NOT NOW. SHE IS BUSY. I ASKED ******* TO A MANAGER. HE SENT MY CALL TO A PHONE THAT WOULD NOT ACCEPT A MESSAGE. I CALLED THE BETTER BUSINESS BUREAU. I HAVE PAID MY INSURANCE. THIS IS A CRISIS IN MYLIFE. I AM BEING RUN OVER AND GIVEN A BIG SLAP IN MY FACE BY THIS *****. ***** , OR SILL WOMAN. I JUST DESERVE TO BE ABLE TO TALK TO A INSURANCE PERSON, NOT BE ON HOLD FOR 50 MINUTES. HOW CAN YOU ADVERTISE AS A 5 PLUS RATING WHEN I CANNOT EVEN BE SPOKEN TO ABOUT A SERIOUS SITUATION.

  

  Business Response

  Date: 07/15/2025

  The claim occurred on 7/7/25 and the claim is currently being reviewed for coverage. While we werent initially able to get in communication with her, one of our claims adjusters was able to speak with her and explain the claims process.

• Initial Complaint

  Date:07/07/2025

  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.

  June 12th of 2025 I was hit by a member insured by this company. The police were called to the scene and it was determined that this individual was at fault. i was able to get through the initial process in about 2 weeks time and Common wealth sent a low ball ( under $1000 ) check for what amounted to almost $3000 in repairs. My body shop has sent them all required paper work and estimates and they are refusing to respond / payout,. And we are at almost a month since initial contact. I get there is a process but when your customers are at fault you need to expedite better for those affected.

  

  Business Response

  Date: 07/15/2025

  The adjuster was able to review documentation regarding a supplemental estimate on 7/9/25, and issued an additional payment for repairs to the claimants vehicle. Initially the pictures provided by the repair facility were not viewable by the adjuster and the adjuster had advised the claimant of this on 6/30/25.

• Initial Complaint

  Date:06/16/2025

  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.

  Complaint Against Commonwealth Casualty Company Delay in Processing Claim Despite Admittance of Fault Dear Better Business Bureau,I am writing to formally file a complaint against Commonwealth Casualty Company *********************************************** Phone:************** Adjuster: ********* ****** Claim Number: coh ******* regarding their handling of a claim related to a recent accident.On Friday May ,9 , 2025 , my vehicle was struck from behind by one of their insured drivers. The incident was reported to Commonwealth Casualty Company , and the driver has admitted fault directly to them. Despite this clear liability, the company has failed to take timely action in processing my claim and repairing my vehicle.I have made multiple attempts to follow up with the insurance company, but I continue to experience delays, lack of communication, and no clear timeline for when my vehicle will be repaired. This situation has caused me significant inconvenience and hardship, especially considering the admitted fault and straightforward nature of the case.I am requesting that the BBB assist in addressing this matter to ensure Commonwealth Casualty Company fulfills their responsibility promptly and appropriately.Please let me know what additional information or documentation you require to move forward with this complaint.Thank you for your time and assistance.Sincerely,******** ****** ********************************************************************** ************ ******************

  

  Business Response

  Date: 06/16/2025

  We are working diligently to resolve this claim as quickly as possible. We apologize that the process is taking longer than expected and appreciate your patience. Every claim must be thoroughly investigated, and the adjuster is actively working to obtain the necessary information and documentation from our insured to verify coverage. Once coverage has been determined, an update will be provided.

  Customer Answer

  Date: 06/16/2025

  I spoke with the adjuster today, who confirmed that the insured admitted fault. I am requesting that this claim be approved, as there is sufficient evidence supporting the circumstances of the accident.
  
  The adjuster noted that the insured works for **** but he claimed he was not working at the time of the incident and had no passenger in the vehicle. Although the insured verbally confirmed this, the adjuster is now requesting additional evidence to support that he was not working for **** at the time.

  Its also important to note that the insured appears to have limited English proficiency, which has made communication challenging. This has created difficulties not only in obtaining clear information from him but also in his ability to effectively respond to inquiries or gestures from others involved.
  
  At this point, the matter appears to be between you and the insured. It has been over a month, and my vehicle not fixed yet. Additionally, it has been extremely difficult to communicate with your adjuster. Your insurance company does not have a local office in the area, and we are left with no choice but to call the adjuster two to three times a week in an effort to obtain updates. Unfortunately, she has not been responsive to emails and rarely answers phone calls. She mentioned that she has only one phone line, which makes timely communication nearly impossible. This level of accessibility is highly unprofessional and has significantly delayed the handling of this claim.
  
  
  
  

  
  

  

  Business Response

  Date: 06/23/2025

  Verifying coverage requires a review of all relevant evidence, including the requested documentation from our insured. This is standard practice in any claim investigation. The evidence will also be evaluated in conjunction with any applicable policy provisions or exclusions.Additionally, we have resources that enable us to communicate effectively with our insured despite the language barrier.

• Initial Complaint

  Date:04/09/2025

  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.

  April 5th my truck was damaged at a *********. I made the claim on Monday April 7, 2025. I took pictures as instructed and uploaded them. I need my truck fixed asap because we have a 5th wheel that is going to have to be moved soon. I talked to ******* ****** twice and she is not helpful at all. She said I will be contacted by someone else but that has not happened. My truck needs to be in the shop and I need a rental. if you can help me get this expedited i would appreciate it

  

  Business Response

  Date: 04/14/2025

  A thorough claim investigation needed to be completed before the claim could be assigned to a property damage adjuster to address the repairs to your vehicle. Liability was determined on April 9 and the claim was assigned to a property damage adjuster on April 10. The adjuster emailed you on April 11 and 14, requesting your vehicles VIN in order to complete the estimate. If you have not already done so, please email the information to ************************************ and be sure to reference your claim number in the subject line.

• Initial Complaint

  Date:02/19/2025

  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.

  This company is fraud ! A lady crashed my car and she has INSURANCE WITH THEM , I also have a police report stating she was at fault ! And they still will decide if not to fix my car until they speak with the woman who crashed me ! The police even said thats not right if I have the report it should be automatically covered ! They are fraud !

  

  Business Response

  Date: 02/20/2025

  This claim was filed on February 10, 2025, and we have been diligently working to contact all parties involved. We spoke with you, Ms. ******** just yesterday, and we have a duty to conduct a thorough investigation, which includes speaking with our insured. We understand that being in a car accident can be stressful, and we will continue to work diligently to resolve this matter as soon as possible.

• Initial Complaint

  Date:01/22/2025

  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.

  Complaint Against Commonwealth Casualty Insurance I am filing this formal complaint against Commonwealth Casualty Insurance due to their egregious handling of my claim after their insured driver caused an accident involving my 2025 Chevrolet Tahoe with only ***** miles. The crash report clearly verifies that their policyholder was at fault, yet my experience with this company has been nothing short of a nightmare. Getting in contact with Commonwealth Casualty Insurance has been nearly impossible. The wait times to speak with someone range from 40 to 60 minutes, only to be told that the adjuster assigned to my claim is unavailable. This level of unresponsiveness left me questioning whether this was a legitimate insurance company or a scam. The accident caused significant damage to my vehicle, Despite providing all necessary documentation and estimates from certified repair facilities, Commonwealth Casualty Insurance continues to undervalue the claim. Their payout is significantly lower than the actual repair costs, leaving me responsible for out-of-pocket. My vehicle has now been undrivable for 35 days, and there has been no resolution. Commonwealth Casualty Insurances actions have not only caused financial hardship but also extreme inconvenience as I am without reliable transportation. One of the most alarming issues is their outright denial to replace my childs car seat, which was in the vehicle at the time of the accident. This decision blatantly disregard: ********************************************** (*****) guidelines, which recommend car seat replacement after any moderate or severe crash. Certified Child Passenger Safety Technician recommendations, who confirmed the need for replacement. The car seat manufacturers statement (*****), which states that the seat must be replaced to ensure safety.

  

  Business Response

  Date: 01/29/2025

  At Mrs. ******* request, a third-party inspection has been ordered to assess the vehicle. Once the inspection is complete, the adjuster will review it to determine whether any additional damages need to be addressed.

• Initial Complaint

  Date:01/16/2025

  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.

  I got into a motor vehicle accident on October *******. I dropped the car off at the shop that the insurance company instructed me (******** ****** Collision - **************************************) on January 3rd,2025 and was told that my car would be done in 2-3 days on January 6th and the car rental would have to be returned as well. On January 10th the car shop called the insurance company to let them know that additional work will need to be done on the car in order for it to be repaired brand new. The insurance company claimed that the work did not need to be done based on pictures provided to them and they are not going to approve the additional repairs or approve the time for the rental after January 10th,2025. During the time from October 31st-January 15th the claim adjuster has not answered any calls or returned any of my voicemails in order to get help to find out the new steps and are unwilling to work with me with the rental. They want me to return the rental and wait for approval (if any ) for the additional repairs.

  

  Business Response

  Date: 01/22/2025

  Our records indicate that a supervisor spoke with Mr. ***** on January 16th to review the claim. The additional delays in processing this claim were caused by the repair facility, which submitted supplemental estimates that included the unnecessary replacement of parts. We covered eight days of rental, which was a reasonable amount of time as outlined in our estimate.

  Customer Answer

  Date: 01/23/2025

  Yes, the manager did contact me via a phone call on January 16th but I am still not able to contact my claim representative in order to follow up with my claim on the phone and I would like for that to be easier in the future so that if I choose to pick another mechanic I am kept in the loop and informed instead of an email being sent the day the deadline. Also, the mechanic shop also had trouble reaching out to the claim representative which delayed a lot as well in order for everything to move smoothly. 

  

  Business Response

  Date: 02/03/2025

  Thank you for your feedback. We value your input and have shared it with the supervisor for review.

  Customer Answer

  Date: 02/08/2025

  I have yet to be contacted about what to do going forward with the claim and I am still unable in touch with the claim adjuster or the supervisor in order to get my issue resolved. 

• Initial Complaint

  Date:01/13/2025

  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.

  on February 22, 2024 a driver insured by Commonwealth insurance rear ended my vehicle. They have refused to send an appraiser and or pay for my vehicle. the driver acknowledged fault with the police at the time of the accident. at first they said there was coverage then they said they were investigating, I sent the police report, the citation from the PD department to the driver. it has been 11 months and my family is having a really bad hardship, about to get my electricity turned off due to not been able to get to work on time and loosing my job. Every time I call they have a different excuse. They promised twice to have an adjuster come to look at the car and failed to do it. now they become unresponsive.

  

  Business Response

  Date: 01/17/2025

  We apologize for the delays. As you are aware, this claim involves multiple vehicles, and as previously explained, the involvement of multiple damaged vehicles creates the potential for a limits issue. We must receive property damage demands from all claimants involved before we can proceed.

  
  You have the right to file the claim through your insurance carrier, and the matter can then be addressed through the subrogation process.

  Customer Answer

  Date: 01/17/2025

  Hello, 

  There were three vehicles involved, first one, your insured *** and responsible for the accident. second, my vehicle, and third the *** in front of us. today January 17, 2024, I spoke to the other party insurance carrier, they confirmed that their insured had chosen not to file a claim for their property damages (her *** barely got scratched on the rear bumper) Im assuming the damages were not enough to cover the deductible. 
  my car got completely smashed when commonwealth insured slammed the rear and the trunk moved all the way to the back seat, Im sure we absorbed all the impact. 
  so if theres only two vehicles besides your insured and the one in front of us is not filing a claim then whats the next excuse? Can you please pay me already! It has been 10 months and 3 weeks since the accident. 

  

  Business Response

  Date: 01/22/2025

  We have received a formal complaint from the ****************** of Insurance regarding this matter. Going forward, we intend to address the issue by providing our responses exclusively through the Department of Insurance.

• Initial Complaint

  Date:01/10/2025

  Type:Customer Service 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.

  On May 23rd, 2024 I was in an accident and the driver admitted fault. The company accepted liability after months of trying to reach them. Since then I have been strung along by claims adjusters not responding, been shuffled through different claims adjusters, blown off by supervisors, sent an $800 for a $5,500 repair, and when I didn't accept the $800 they said they will only pay a repair shop for the damages to my car. As of now, I have been blown off by yet another supervisor for a month with no response despite following up multiple times.

  

  Business Response

  Date: 01/17/2025

  We have received a formal complaint from the *************** of Insurance concerning this issue, and we intend to address the matter by providing a response through the Department of Insurance.