Business Profile

Auto Insurance

CSAA

Headquarters

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Important information

Customer Complaint:
BBB’s business profile for CSAA was created in May 1932. A review of CSAA complaints was completed in June 2025

BBB suggests consumers review the link below for additional information regarding assistance and conditions of coverage.

https://mwg.aaa.com/membership/terms-and-conditions
https://mwg.aaa.com/insurance

Complaints

This profile includes complaints for CSAA's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

252 total complaints in the last 3 years.
81 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:12/22/2023
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 had my car broken into and I filed the police report I then filed the claim with my regist insurance because of the things that were stolen out of my car I've jumped through every hoop and giving the *** every means of whatever they've asked and now they're not trying to pay out the policy
Business Response
Date: 12/28/2023
December 28, 2023

Better Business Bureau, ****
******************************************************************

Attn: **********

Re:       Complainant:*******************
            Claim Number: ************
            BBB File Number: 21048466

Dear Disputes Resolution Specialist:

We are in receipt of your offices inquiry. We have reviewed ********************* complaint to your department which was submitted on December 23, 2023. I have provided the information you requested below. We acknowledge the concerns of our insured and have researched their inquiry. We can offer the following information.
As part of the coverage investigation, it is necessary for us to gather supporting information and documentation from our insured for the review and validation of the claim. While we understand the insureds frustration with the specific requests made and duration of the review we believe the information is necessary, reasonable, and relevant.
We are in active communication with the insured and have specifically advised of the remaining information required to allow us to finalize our review of coverage for the loss.
We hope this has brought some clarity to our insureds concerns and thank you for the opportunity to address this inquiry.
Should you have any questions or require any additional information please contact me at the number below.

Sincerely,

***********************, Manager Claims
Phone: ************
Customer Answer
Date: 12/29/2023

Complaint: 21048466

I am rejecting this response because: I've given every bit of evidence that I had the tools involved in the case that I mentioned in the claim I was ****** gunpoint of the tools originally and then again I was victimized again having my car broken into you you are further victimizing me by not ordering the clean policy that I've paid diligently over and over and over again for it since I was 18 years old there's no reason for you to treat me like a common criminal when I haven't done nothing to prove that I've been a criminal this is the second claim that I've made since I was 18 years old on a policy that I paid over and over again I've given you every bit of evidence that I had the tools that I had to close that I had the bike and the computer all things that were that I was a victim of losing that is supposed to be covered under your policy please by all means honor your side of the deal

Sincerely,

*******************
Business Response
Date: 01/09/2024
January 9, 2024

Better Business Bureau, ****
******************************************************************

Attn: **********

Re:       Complainant:*******************
            Claim Number: ************
            BBB File Number: 21048466

Dear Disputes Resolution Specialist:
We are in receipt of your offices inquiry. We have reviewed ********************* complaint to your department which was submitted on January 2, 2023. I have provided the information you requested below.
We appreciate the insureds cooperation thus far in providing some information for our review of their claim, we are continuing to work with our insured in reviewing the claim and have arranged for an in-person statement, inspection of the loss location and their vehicle.
Once complete we will review the additional information to determine if we are in a position to finalize our coverage review. Should you have any questions or require any additional information please contact me at the number below.

Sincerely,

***********************, Manager Claims
Phone: ************
Initial Complaint
Date:12/20/2023
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 July 19, 2023 at the time of the accident, I was driving a Tesla Model 3. My passenger, *******************************, was seated in the front passenger seat of my Tesla at the time of the accident. The *** insured, ***************************, was driving a ******* SUV with the Nevada license plate ******* at the time of the accident.At approximately 1:00pm on July 29, 2023, me and my passenger were traveling southbound on W. Charleston Boulevard, traveling in the east-most (left-most) lane, towards ***************. As I drove past the Rainbow Shopping Plaza, located at ***************************, **************** proceeded to drive her vehicle across three (3) lanes of traffic directly into the passenger side of my vehicle. The Parties immediately drove their vehicles into the nearby parking lot located at **************************** to exchange registration and insurance information, at which time **************** admitted that she was solely at fault for this collision. Because **************** immediately accepted responsibility for this accident,me and my passenger both agreed not to call the police to report the accident at the request of your insured. Sadly, **************** and *** have apparently decided to no longer resolve my claim in an honest, ethical fashion.
Business Response
Date: 12/22/2023
Dear BBB,
Attached, please find our response to ********************** inquiry to your office.
Sincerely,
CSAA Insurance Group Policyholder Relations Department
Initial Complaint
Date:12/17/2023
Type:Product 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 am writing to express my concern and frustration regarding the lack of response to my appeal request for claim #************, which I submitted via email to ********************************** on 9/25/23 with lengthy details. This is regarding a car accident on 7/7/23, where the car in front of me backed into my car in the parking lot despite my holding down my horn for several seconds as a warning. I am incredibly disappointed and shocked that 100% of the fault has been attributed to me when there is no evidence to support this.I have been told by my adjuster, **********, that the **************** meets on a weekly basis to review claims and appeals, and policyholders are typically notified of decisions within 3-4 days. However, 12 weeks have passed since I submitted my appeal, and I have not received any communication regarding the status of my request. I have made several attempts to contact the claims department for an update. I left voicemail messages for ****'s supervisor ************** on 11/29 and 12/11, but unfortunately, my calls have not been returned. In addition to phone calls, I have sent numerous follow-up emails (10/27, 11/2, and 12/11) seeking information about the status of my appeal, yet I have not received any email responses despite being told by **** during my phone calls to her that my emails are being forwarded to ******. This mirrors my stressful previous experiences when I was trying to get an update from AAA regarding this claim prior to a decision being made by AAA -- I had left voicemail messages with ****** on 8/16, 8/22, 9/6, and 9/20 as well as sent multiple follow up emails without any response. This does not include my 7/10, 7/12, 7/17, 7/27, and 8/14 phone calls I made before receiving ******** contact information.I believe in the importance of clear communication and transparency in the claims process. The lack of updates and the unresponsiveness to my inquiries have left me frustrated and concerned about the handling of my appeal.
Business Response
Date: 12/21/2023
12/20/2023

Better Business Bureau, ****
******************************************************************

Attn: **********

Re:       Complainant:*********************
            Claim Number: ************
            BBB File Number: 21019137

Dear Disputes Resolution Specialist:
We are in receipt of your offices inquiry. We have reviewed the complaint to your department which was submitted on December 17, 2023. I have provided the information you requested below.
This claim was reviewed by a panel of supervisors,and it was determined that the complainant was at fault for this loss. There is no video footage or witnesses to support their statement of events and ultimately the damages supported the other parties statement regarding fault for this loss. The complainant was invited to submit any new evidence in order to have the liability decision reviewed. In the letter appealing the decision did not contain new evidence, at this time, our liability decision stands.

Should you have any questions or require any additional information please contact me at the number below.

Sincerely,

***************************
Claims Supervisor
************
Initial Complaint
Date:12/15/2023
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.
*************************][**** **************][******** California ***** ***************** [************][12/10/2003 ************************* I would appreciate the opportunity to discuss this matter further and to ensure that steps are taken to prevent similar incidents in the future. It is important that the integrity and professionalism of the California Department of Insurance are upheld at all times to maintain public trust.I am hopeful that this issue will be addressed promptly and effectively.Sincerely,[************************* 12/10/2023 AAA InsuranceUnderwritten by CSAA Insurance ExchangeP.O Box 22221Oakland,************* Dear AAA Insurance I am writing to bring to your attention an incident involving one of your employees overstepping their boundaries in their interaction with **** recently had an interaction with ********************************* from your department regarding a claim I had filed with my insurance company. During our conversation, I felt that ********************************* was overstepping their boundaries by making biased and unprofessional statements that were not relevant to the issue at hand. I believe their conduct was not in line with the standards of professionalism and impartiality that should be maintained by a representative of the California Department of Insurance.I am bringing this matter to your attention with the hope that appropriate actions will be taken to address this issue. I believe that it is crucial for employees of the Department of Insurance to adhere to the highest standards of professionalism and integrity in all their interactions with the public.I would appreciate your prompt attention to this matter and would welcome the opportunity to discuss this further if necessary.Thank you for your time and attention to this matter.Sincerely,*************************
Business Response
Date: 12/18/2023
12/18/2023

Better Business Bureau, ****
PO Box 218
***********, ** 94577

Attn: **********
Disputes Resolution Specialist

Re: Complainant: *************************
BBB File Number: 21011228

Dear ********:
We are in receipt of your offices inquiry. We have reviewed the complainants concerns to your department.
Below you will find our response concerning this matter.
We are aware of this matter. A manager has spoken to the complainant. In this conversation, the complainant could not elaborate on any actions that were improper. Instead, the complainant concerns are related to the way the payments were issued. We assured the complainant that we followed all required guidelines, since he is not our customer nor a party to the contract, he is not eligible to be listed as a payee.
Should you have any questions or require any additional information, please contact me at the number below.

Sincerely,

***********************
Senior Claims Manager
************
Initial Complaint
Date:12/14/2023
Type:Service or Repair Issues
Status:
ResolvedMore 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 complaint is about claim # ************ - Overall I had couple of claims on roof damage from CSAA earlier and had fantastic response. I guess mu luck ran out with this claim. My boiler in rental home broke down in middle of bitter winter. I had equipment break down coverage with CSAA. The boiler was inspected with a reputed company and they recommended replacement. Considering the renter had children with no heat and hot water - I asked the company to go ahead and replace ****. I also let the adjuster know. I was asked to provide the cause of break down which I provided as service call request from the company .Calls to the adjustor always went from voicemail and he never called back. My concern was that I have to pay a credit card bill of $10K and wanted a resolution ( should be a straight forward claim) for the fundings.Then I got a call from a nice lady from Traveler's who wanted to catch up about the claim. I do not know how CSAA and Traveler's are related. She asked for the documents again and wanted to speak with the technicians in charge which was promptly arranged. She then sent me an email saying that she has approved payment and now I need to follow up with adjuster.Back in the same nightmare again. I was again asked for the documents in email for break down which I provided. And again calls go to voice mail with no answer.Please is there someone who can help? As I said I do have high regard for the company - just think somehow I have landed up in a bad situation here.
Business Response
Date: 12/19/2023
12/19/2023

Better Business Bureau, ****
******************************************************************

Attn: **********

Re:       Complainant:*********************
            Claim Number: ************
            BBB File Number: 21007933

Dear Disputes Resolution Specialist:
We are in receipt of your offices inquiry. We have reviewed ********************* complaint to your department which was submitted on December 14, 2023. I have provided the information you requested below.
The complaint mentions multiple items,that are across multiple claims. As of 12/13/23, the boiler has been paid in full and the only item pending on the claim mentioned is a report from the plumber to determine whether there is coverage for the damaged plumbing. We have already afforded the coverage for the water damage caused by the leak.
Once we have received the plumbers report, it will be reviewed to determine if coverage may be extended for the last pending item.
Should you have any questions or require any additional information please contact me at the number below.

Sincerely,

*************************
Senior Homeowner Claims Manager
************
Customer Answer
Date: 12/21/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************
Initial Complaint
Date:12/13/2023
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 December 3, my car ran out of gas on the highway and a roadside assistance request was made through the *** website. The AM/PM driver, ******, arrived an hour and a half later and attempted to pour gas into the car without acknowledging the user. ****** was unable to get the gas can hose to open and deliver gas to the tank after three attempts and three separate cans . Despite the "empty tank" light being visible to both ****** and me, ****** suggested that he had put some gas in the tank and offered to follow me to the next gas station. I trusted ****** and tried to start the car, but it wouldn't start. ****** gave the user a jump, but the car violently sputtered out after driving a quarter mile. ****** then offered a free tow to the gas station, where I put in 6 gallons of gas. After putting the car down, ****** tried to leave, but the user asked him to wait. The car needed another jump, and ****** had difficulty getting the jumper cables to work this time. I asked for a tow home, and ****** did not charge me for the two tows. However, I filed complaint # ***** with *** because of ******** incompetence. they directed me to call AM/PM Towing before I could file a damage claim. The supervisor at AM/PM ****** was rude to me and said they were not responsible. I contacted ***, who said they needed a repair estimate before filing a claim. I took the car to a mechanic who determined that the fuel pump was damaged and a repair would cost $920.15.I contacted *** for guidance and was told that it would take 5-7 days for an update. I borrowed the money to get the car fixed to hopefully be reimbursed by ***. After a short 2 hour investigation, *** determined that the towing driver was not responsible for the damage to the car and they would not reimburse me.
Business Response
Date: 11/13/2024
This is the response from our damage specialist.

After extensive review of your claim, we cannot determine that the driver from - AM/PM Towing is responsible for the damage to your vehicle. Due to the type of damage that was reported, the equipment that was used and the statements provided to us by the service provider- we cannot place responsibility on AM/PM Towing .

We have discussed this matter with the independent contractor that provided the service. Unfortunately, based upon review of this incident, we are unable to ask the independent contractor to reconsider its position or find the contract station responsible for the damage. We did not find conclusive evidence that the AM/PM Towing driver was negligent when attempting to tow the vehicle or administer fuel.

However, our decision is not binding. If you still feel that AM/PM Towing was responsible for the damage, you may pursue this matter with them. In this case the service was provided by an independent contractor, and not AAA Northern California, Nevada & **** (AAA ****) employees or agents. Although we hold our independent contractors to a high standard of service, we cannot control the method, manner and means in which such services are rendered. Accordingly, AAA **** is not legally liable for the acts or omissions and is not responsible for the misconduct or negligence of independent contractors.
Lakshmi Pal
************
Initial Complaint
Date:12/13/2023
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.
November 2023 I received a letter, Notice of Non-Renewal, of our Homeowners Insurance.The reason given: Substantial Increase in Hazard. The dwelling or premises shows signs of deferred maintenance, including but not limited to: roofs that have exceeded their useful life, which is an unacceptable hazard and liability exposure.I figured there must be a mistake. On 12-01-23 I called the CSAA number listed on the letter. The person I talked to said it was because of satellite photos of the roof showing damage. At this point I knew it was total BS.I was given a number to call to appeal: ************. I called the number and reached a ***************************She told me that if I got a report from a roofing contractor attesting to the condition of my roof they would reconsider the Non-Renewal. I emailed this letter as instructed to ********************* at ********.********@csaa.com.*********************, decided this letter was not good enough for her. She said I should take photos of the roof and send those to her. She wanted me, a ************************************************************************ have to hire someone to do it. She either thought I wouldnt do it or I might fall off the roof and no longer be a problem for her. Anyway, I did climb up on the roof and take the pictures ********************* requested.I emailed those pictures to *********************. I received no response from ********************* to my email or by phone. Instead either she called my disabled minority wifes separate phone number knowing it would not reach me.The person calling my wife said the photos didnt matter. They were still going to cancel our insurance. My wife asked What if we put on a new roof?. The person told here, Doesnt matter, you will be cancelled anyway.This further confirms my suspicions that the roof was just a phony excuse. This person refused to tell my wife what the real reason for the cancellation of our insurance. The least they can do is be honest.
Business Response
Date: 12/22/2023
December 22, 2023

Better Business Bureau, ****
PO Box 218
***********, ** 94577

Attn: **********
Disputes Resolution Specialist

Re:         Complainant:                               ***************************
                BBB File Number:                      20999836

Dear ********:
We are in receipt of your offices inquiry. We have reviewed the complainants concerns to your department.
We have reached out to the complainant to discuss his concerns. We informed the complainant that the photos submitted were not clear and we are willing to further review by having additional photos submitted. We provided the complainant with an e-mail address. We have not reversed the decision and will continue to review and update the complainant.
Should you have any questions or require any additional information, please contact me at the number below.

Sincerely,

*****************************
Corporate Headquarters
Policyholder Relations
Phone: ************
Department: ************
Customer Answer
Date: 12/22/2023

Complaint: 20999836

I am rejecting this response because:
I will submit the requested additional photos, but I feel they are still not being honest about why they are cancelling our homeowners insurance. Especially since they told my wife that they would cancel our insurance even if our roof was brand new. The person I talked to said they were canceling our insurance because our roof had not been replaced since ****, when the house was built. This is totally untrue since CSAA accepted our roof inspection report when we first insured the house in **** verifying the roof had recently been replaced in ****. I just want them to either reverse the cancellation letter or at the very least be honest about their reason for cancellation. Not a phony excuse about roof damage that they are not willing to inspect themselves or make up a phony excuse that my photos are not clear. Ive submitted perfectly clear photos plus an independent contractors report that the roof is in perfectly good shape.

Sincerely,

***************************
Business Response
Date: 12/29/2023
Dear BBB,
Reviewable photos have been received and are under review. ****************** has been contacted and advised to expect follow up after the holiday weekend.
Sincerely,
CSAA Insurance Group Policyholder Relations Department
Customer Answer
Date: 01/02/2024

Complaint: 20999836

Im still waiting for a response from CSAA after I provided the additional photographs they requested.

Sincerely,

***************************
Business Response
Date: 01/04/2024
January 4, 2024

Better Business Bureau, ****
PO Box 218
***********, ** 94577

Attn: **********
Disputes Resolution Specialist

Re:         Complainant:                               ***************************
                BBB File Number:                      20999836

Dear ********:
Please be advised that the complainant provided additional photos for consideration. These photos were taken to our Underwriting Team.
Our underwriting guidelines specify that to be eligible for a homeowners policy,the dwelling and premises must not show signs of deferred maintenance.
Today, we let the complainant know that our decision remains unchanged.
Should you have any questions or require any additional information, please contact me at the number below.

Sincerely,

*****************************
Corporate Headquarters
Policyholder Relations
Phone: ************
Department: ************
Customer Answer
Date: 01/04/2024

Complaint: 20999836

I am rejecting this response because:
CSAA continues to lie about why they are really canceling our homeowners insurance. Sticking to their story of deferred maintenance is total BS. What appears they are really doing is canceling the insurance of anyone who lives rural forested area by making up a phony excuse. Why they cant be honest, I dont know, unless for some reason what they are doing is illegal or giving them bad PR, which it should.

Sincerely,

***************************
Initial Complaint
Date:12/12/2023
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 July 29th my vehicle was hit during a high speed chase, while parked at my home in a residential area of ************* **. AAA told me I can take my car to a shop close by called Kreations who they are contracted with. The estimate to fix my 2017 Kia ******** was over ******. AAA adjuster ************************* gave approval for the shop to fix. I wasnt given anything to sign, nor did ****** contact me prior. ********************** then contacted me and said my car was a total loss, and not safe, there for she paid the remaining amount to my lean holder. ****** also put the remaining balance into our bank account. I have all documents on this as well. Once ****** talked to Kreations auto body, and had found that they had already started fixing my car, she changed her mind. Took the funds back a week later. Since then **************************** is no longer working for AAA, who is the one that approved all of the work. My car has been parked in a garage since, up for sale. Because of the major damage my car is not worth even what I owe. I was also told by ********************** that I had to have signed for the work to be done. Which I did not. I lost everything in this situation. I have contacted AAA every week after and will not get anyone to speak to me. I have been told by car dealers I will have sell it at the most was ******. I have all documents from Kreations with the interaction with AAA.Please help me
Business Response
Date: 12/20/2023
12/20/23

Better Business Bureau, ****
******************************************************************

Attn: **********

Re:       Complainant:*************************
            Claim Number: ************
            BBB File Number: 20997574

Dear Disputes Resolution Specialist:
We are in receipt of your offices inquiry. We have reviewed the Complainants inquiry to your department, which was submitted on December 13, 2023. I have provided the information you requested below.
We have reviewed our claim file and subsequent handling of the claim regarding the vehicle repairs. The vehicle was initially deemed repairable. The shop subsequently submitted a supplement that was close to the repair threshold. Since the repairs were close to completion,we authorized the shop to complete the repairs. Due to the miscommunication between our policyholder and shop regarding the repair authorization, we have contacted our policyholder and proceeded with the total loss settlement.

Should you have any questions or require any additional information, please contact me at the number below.

Sincerely,

***********************, Total loss Supervisor
************
Initial Complaint
Date:12/08/2023
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 was hit on the freeway by a driver who has this insurance AAA based in *******, **. The driver slammed into my bumper, upon me filing a claim the insurance denied paying for my car repair because they said the driver swerved to avoid a couch. I never saw a couch but either way he hit me and if there was couch in the middle of the freeway it was not mine. i feel like they denied my claim because I am young, black and female. I have been burdened with a broken bumper and i missed a week of work. It is the duty of the insurance company to pay for their drivers accident. They told me to take him to court and would no longer speak to me about the matter.
Business Response
Date: 12/12/2023
December 12, 2023

Better Business Bureau, ****
PO Box 218
***********, ** 94577

Attn: **********
Disputes Resolution Specialist

Re:         Complainant:                               *******, ********
                BBB File Number:                      20979614

Dear ********:
We are in receipt of your offices inquiry. We have reviewed the complainants concerns to your department.
Below you will find our response concerning this matter.
The complainant is seeking repairs for the damage to their vehicle. The complainant was traveling on the freeway and swerved into our insureds lane of travel to avoid colliding with a piece of furniture that was on the road, causing this collision loss.
Based on the statements from both drivers, the point of impact and the damage to each vehicle, we have denied liability for this loss. The complainant was found to be liable for this loss for making an unsafe lane change.
Should you have any questions or require any additional information, please contact me at the number below.

Sincerely,

*********************
Claims Manager
**************
Customer Answer
Date: 12/17/2023

Complaint: 20979614

I am rejecting this response because:
This is incorrect information. I never made a statement that I made an illegal lane change as they have stated. The traffic was being directed by highway patrol and other pedestrians to merge to the right shoulder to avoid the alleged couch which I never saw in the road. The other driver made the lane change not me, I was already in the lane he hit me from the back on the side where HE made the lane change. This information the insurance is stating is what happened to me and my car not the other driver. This 8s being manipulated as to not have to pay for the damage the driver caused. I wanted to make a police report but the highway patrol stated we didnt need one. Also when I sdked the driver why he hit me he said ..everything just happened so fast and he didnt know, he swerved to miss the couch.
Sincerely,

*******************************
Business Response
Date: 12/20/2023
December 20,2023

Better Business Bureau, ****
PO Box 218
***********, ** 94577

Attn: **********
Disputes Resolution Specialist

Re:         Complainant:                               ******** *******
                BBB File Number:                      20979614

Dear ********:
We have reviewed the complainants follow-up inquiry.
Below you will find our response concerning this matter.
The complainant has submitted a rebuttal to our original response indicating our insured changed lanes and collided with their vehicle. The original statements from both drivers along with the point of impact and damage to each vehicle support that the complainant swerved into our insureds lane of travel, causing this collision loss. After conducting a thorough investigation, we have not come across any new or additional evidence that would alter our original decision in this matter.
Should you have any questions or require any additional information, please contact me at the number below.

Sincerely,

*********************
Claims Manager
************
Initial Complaint
Date:12/07/2023
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.
********** **********************@ csaa.com Ref: Claim no. ************ Reg: ********************************* November 9th 2021 Accident Dear CSAA insurance In regard to my claim No. ************ CSAA Insurance Claim Representative ***** ***** Please be advised of the following;Prior to my claim, spoke to ***** ***** appx. 3 times.After my claim, was given a number, I spoke to him a total of 3 times.In March 2022 ***** ***** made me an offer of $2000, I politely declined. My medical bills alone are $13,100 He never asked what I would like?Then he said, very quickly, he would get back to me and hung up.Please be advised that I have been calling claims adjuster ***** ***** ************ for many months now.I have called and left 100s of messages for ***** *****.Yet he fails to return any of my phone calls.When I call his telephone number, the greeting also mentions contacting his supervisor ***************************, her greeting States contact her by email ***************************************** it goes to voice mail No return phone call from her, I sent an email, came back to me blocked.It's going on 2 years now Is this deliberate?I hope not.His actions and neglect are highly unprofessional and is in bad faith, this reflects poorly on your good company.Please contact me at ********** I received a letter in the mail saying that I have to reach one of you guys within 30 days, and file a claim, I already have a claim.I've been reaching out to you a supervisor and the Claims adjuster Again you can reach me at ********** ref my claim The accident happened 2 years ago in November of 2021 Claim number ********** Thank you ********************************* ***************************************************************************** ************ Email ************************
Business Response
Date: 12/18/2023
December 15, 2023

Better Business Bureau, ****
PO Box 218
***********, ** 94577

Attn: **********
Disputes Resolution Specialist

Re: Complainant: *********************************
BBB File Number: 20976811

Dear ********:
We are in receipt of your offices inquiry. We have reviewed the complainants concerns to your department.
Below you will find our response concerning this matter.
We contacted the complainant by telephone on December 14, 2023. We confirmed that we had his correct contact information and discussed our previous contact attempts in relation to his complaint. In addition, and per his complaint, he misspelled the supervisors name, resulting in his emails being returned. We have since sent him an email verifying all our contact information,including the supervisors.
We discussed the status of the claim by reviewing his previously submitted documentation. We also verified he had no other documentation to submit. We currently have a dispute in value. We will continue to work with the complainant to reach an amicable resolution.
If you have any questions or require additional information,please contact me at the number below.

Sincerely,

*****************************
Claims Supervisor
Phone: ************
Customer Answer
Date: 12/19/2023

Complaint: 20976811

I am rejecting this response because:

They only made an effort to contact me after I filed a complaint.
The voice message on the supervisors only said her name @csaa, I had to go online to find out how to spell her name.
both the claims adjuster and his supervisor changed their telephone numbers, and never get back to me..
The disagreement over value is correct they again offered me a low ball offer the 1st was $2000 and then recently $3000.
My medical bills alone are $13500.00
I would like the amount of my medical bills, I can pay my own Medical bills directly.
This did not go over well with *********************;
Also in addition to the medical amount I seek a much greater amount for pain & suffering.
I seek $25000 settlement as fair.
Again this is on purpose by csaa to delay and low ball me
It's over 2 yrs now this should have been resolved months ago

Sincerely,

*********************************

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