Business Profile

Auto Insurance

CSAA

Headquarters

This business is NOT BBB Accredited.

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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

367 total complaints in the last 3 years.
106 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:08/28/2025
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.
01/17/2025 *** membership are refusing to pay me an reimbursement for an accident that occurred in *******, ******* due to severe weather conditions caused from snow & freezing temperatures. Another towing company had pulled me out from an embankment due to a solo accident that happened off of Exit 10. Overview: The document outlines towing and recycling services, including fees for various services and contact information.**Towing Services**- Minimum Show-Up Fee: $250.00 - After Hours Hook Fee: $350.00 - Unloaded Mile Fee: $250.00 - Loaded Mile Fee: $3.50 per mile for 6 miles, totaling $98.00 - Additional fees for clean-up, labor, and roadside services at $100.00/hour ******************************* Abandoned Vehicle Fee: $75.00/hour plus mileage - Outside Storage Fee: $250.00/hour plus storage costs - Parking Violation Fee: $250.00 plus storage *********************** In Town Jumpstart Fee: $75.00 - Out of Town Jumpstart Fee: $150.00 plus mileage ******************************* Phone: ************ - Emergency/After Hours Phone: ************ - Address: ************************************************
Business Response
Date: 08/29/2025
Member is being refunded $798.00. Check has been ordered and she should expect to receive the check within the next ***** business days.
Lakshmi Pal
************

Customer Answer
Date: 08/29/2025
I appreciate your prompt response. On Thursday, August 28, 2025, at approximately 2:46 p.m., I received a call from ******* in the *** membership department on a recorded line. She informed me that I would be receiving a refund check for $798.00 and also agreed to reimburse me for towing expenses incurred due to severe weather from an accident on January 17, 2025, while traveling from *******, *******. ******* stated that it will take approximately 14 business days from the date the check was issued.
Thank you

With regards,
**** T Nagel
Initial Complaint
Date:08/21/2025
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.
Being billed and forced to pay a policy on a car that doesn't exist. I've called aaa spoken to a *** who assured me a full refund, instead I m getting bills and solicitations for service. What an insult. I want my stolen money back I have no policy no car.. the car they have insured doesn't exist. Evil business, unacceptable.
Business Response
Date: 08/21/2025
This needs to be routed to her local club in *****
Sincerely,
Lakshmi Pal
************
Initial Complaint
Date:08/19/2025
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.
On December 19, 2024 I was involved in a car accident with a semi truck. The following day I filed a claim with CSAA Claim #************. I was told by my claims adjuster ******** ****** that *** would seek reimbursement of all out of pocket fees I incurred from the use of a rental car from the other driver who was found to be 100% liable. I received payment for the damage done to my vehicle about a month after my accident, however I have still not been reimbursed the $698 owed to me from my rental car agreement at Enterprise Rent a Car. Today is 9 months since the accident. For a time after the accident, I would send emails and call my claims adjuster, and she stopped answering my emails or returning my phone calls. I tried emailing supervisors, headquarters, etc, and no one would give me any status on when I should be receiving my money. I finally gave up and stopped trying to initiate contact since they were clearly ignoring my pleas. Last week after several months I emailed and called the new claims adjuster assigned to my claim and she wrote me back this response:Good morning,Thank you so much for reaching out. I am pending a response from my subrogation department to confirm who we recovered the funds from on your claim. Once I am able to obtain that information, I will provide it to you so that you can reach out to that company with your Out of=Pocket Rental bills. Please reply all with additional questions and I would be more than happy to assist. Thank you ****************************** Claims Advisor, Senior CSAA Insurance Group, a AAA Insurer She makes it sound as though I am responsible for contacting the other parties' insurance carrier and try to recover the funds owed to me myself. Isn't that why we buy auto insurance? I feel that CSAA is acting in bad faith. I have done everything in my power to try to resolve this numerous times, and it's obvious they do not have any intention of reimbursing me.
Business Response
Date: 08/27/2025
Dear Disputes Resolution Specialist:
We are in receipt of your offices inquiry and welcome the opportunity to address any issues raised. We have reviewed the complaint to your department, which was received on August 20, 2025.
The members' policy provides a maximum rental coverage of $900.00 per loss, which was fully utilized due to the circumstances of the accident. We recognize that despite this coverage, the member has incurred additional out-of-pocket expenses totaling $691.46.
As part of our efforts to recover damages on the members behalf, we pursued subrogation rights. Although these rights are limited to the coverages outlined in the policy, we included their out-of-pocket expenses in our demand to the adverse party as a courtesy to the member. Unfortunately, our attempts to recover the full amount (which includes their out-of-pocket expenses) were unsuccessful. We will provide the member with the necessary information regarding the adverse insurance carrier, so they can directly coordinate reimbursement of their out-of-pocket expenses.

Sincerely,

CSAA Insurance Group Claims Department
Initial Complaint
Date:08/14/2025
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.
Called 3A roadside assistance on Au3, 2025 because my 2024 *** would not start. Thought I might need a jump start because my car is brand new (***** miles) and under warranty. The driver said the battery was defective and I needed to buy a new battery. He installed a new battery instead of offering to tow me to the dealership. When I asked for the battery, he said it was already in the truck. He drove very quickly out when he saw my husband coming. My husband quickly called roadside assistance to complain. The next day we went to the 3A office in ******* to formally complain. We called our credit card company to dispute the charge of $2714.00. The service manager at ***** said that this company should reimburse us for the battery and installation because it is covered under the ***** warranty. We feel that convincing an 80 year old woman of buying something she didn't need is a form of elderly abuse.
Business Response
Date: 08/18/2025
Business response in notes
Initial Complaint
Date:08/14/2025
Type:Order 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.
Subject: Response to Request for Business Address Complaint ID #********

Dear Yarell ********,

In response to your request for the business address I interacted with regarding my complaint, please find the details below:

Address on Correspondence Letter:
CSAA Insurance Exchange
PO Box 24523
*****************-1523

Local ************* I visited/interacted with:
************************************************************************************

I have attached a redacted copy of the December 4, 2024 correspondence from CSAA Insurance Exchange. This document shows the business address on their official letterhead while removing personal and claim-related information not relevant to your request.

Please let me know if you require any further information to proceed.

Sincerely,
****** ****

Attachment:

Dec 4, 2024 Claim Resolved (Redacted).pdf
Business Response
Date: 07/31/2025
This does not appear to be a matter for the Automobile Club of Southern California (ACSC) to address. The claim number does not match our claims records and the complainant appears to be residing outside our territory. Please re-direct to the correct ******** for review/response.
Customer Answer
Date: 08/14/2025
My complaint concerns AAA Insurance's mishandling of claim number ************, related to a vehicle accident on November 11, 2024. On May 17, 2024, I was notified that I was found 90% at fault and given 30 days to appeal. However, *** submitted the claim to arbitration just 7 days later, effectively cutting off my right to appeal.Additionally, the claims adjuster, ******* *******, misled me by stating that challenging the fault decision could result in a lawsuit. He failed to inform me that arbitration decisions are binding and that *** offers legal support in such cases. This coercive advice influenced my ability to respond *********** December 2023, I was told that there was no video evidence from the other party. Later, *** accepted and submitted video footage without notifying me or giving me a chance to review it before arbitration. The adjuster also failed to scrutinize the edited or incomplete footage, thereby failing to represent my interests.This mishandling has caused financial loss, emotional distress, and a loss of trust in ***'s claims process. I believe these actions represent a breach of contract and bad faith insurance practices.
Business Response
Date: 08/19/2025
Dear BBB:
We are in receipt of your offices inquiry and welcome the opportunity to address any issues raised. We have reviewed the complaint to your department which was received on August 14, 2025. We understand the customers frustration regarding the outcome of the liability investigation and sincerely apologize for the inconvenience this has caused. We have reviewed the file in question. At the customers request, liability was reviewed multiple times. Based on the information regarding this loss we are confident that a proper investigation was completed, and a proper liability decision was reached.

Sincerely,

CSAA Insurance Group Claims Department
Customer Answer
Date: 08/19/2025

Complaint: 23545226

I am rejecting this response because: Please find the attached PDF.

Sincerely,

****** ****
Business Response
Date: 08/21/2025
Dear BBB:
Our position remains unchanged and we now consider the matter closed.
Sincerely,
CSAA Insurance Group Claims Department
Initial Complaint
Date:08/13/2025
Type:Billing 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 went to go pay my bill I checked the website and the app it said my bill was already paid and today they send me an email saying that I owe two months of insurance I tried talking to them and they did nothing to help me just a bunch of excuses I dont think that its right that they made a mistake and I did what I was supposed to. I feel that I did everything in my power to follow the rules and pay my bill its not right that something happened on there side I thought that maybe I already paid and forgot theres no late fee there were no letters or emails to say that my payment was late or they were going to cancel me and usually if u dont pay on time the bill will cycle in next month and they will tell you if you dont pay by this time you will be cancelled I already paid Im not paying again I want them to reverse the payment do some investigating not just right me off
Business Response
Date: 08/18/2025
Dear Disputes Resolution Specialist,
A review of the account confirms that we sent an auto insurance bill on July ******, reflecting a balance of $547.12 due on July 22, 2025. We received the payment of $547.12 on August 13, 2025, which brought the account current. The next minimum payment of $547.12 is due on August 22, 2025.
We hope this provides the clarity you were seeking.
Sincerely,
Policyholder Relations at CSAA
Customer Answer
Date: 08/21/2025

Complaint: 23742099

I am rejecting this response because: that payment was for this month thats y I paused this month they wont get another payment this month Im talking the payment for last month Im not paying twice

Sincerely,

******* ********
Business Response
Date: 08/21/2025
Dear Disputes Resolution Specialist,
A minimum payment of $547.12 is due by August 22nd, 2025.After a thorough review, we have now closed the matter.
Sincerely,
Policyholder Relations at CSAA
Initial Complaint
Date:08/11/2025
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.
In December 2024 my 3-story townhome was devastatingly flooded with all the floors and wall on both 2nd and 3rd levels needing to be replaced. The damage totaled over $30,000 plus personal loss. My family and I stayed in a hotel for 3 months while our home was repaired. The claims adjuster ***** ****** advised me and my family to submit all the receipts for dining out while living in a hotel for 3 months; an excel spreadsheet itemizing the non-salvageable items with replacement costs, copies of increased utility bills between February and March of 2025 compared to 2024; additionally provide a list of the rugs lost due to sewage water and mold. These documents were provided to CSAA claims email and Mr. ****** on several occasions between December 2024 and April 2025 little to no response and zero monetary compensation for any of the forementioned items. I have left numerous messages over the last 5 months with the last text and emails with attachments being sent in April 2025. It is now mid-August and we have not been contacted by CSAA with any status updates.
Business Response
Date: 08/19/2025
August 19, 2025

Better Business Bureau, ****

Re: BBB File Number: BBB case 23730956

Dear Better Business Bureau, ****:
We're in receipt of your offices inquiry and have thoroughly reviewed the complainants concerns.
Below, please find our response to this matter.
Upon reviewing the claim file, we found that a supplemental payment for a list of non-salvageable content items had not been settled. We promptly issued the payment in question and left a voicemail for the customer, apologizing for the oversight and providing our contact information to discuss the matter further.
To date, the customer has not returned our call. However, we have confirmation that they received and cashed the payment.
Should you have any questions or require additional information, please don't hesitate to contact us.

Sincerely,

CSAA Insurance Group - Claims Department
Initial Complaint
Date:08/08/2025
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.
On June 13, 2025, contacted ***** Nexus CLUE about another issue and was advised by the **** said (4) claims that were being reported against my name from ***. I opened a dispute, and got a freeze to my report. ***** Nexus told that *** feedback was that these claims were mines, not true. Next, I call *** to dispute. I called and was assigned to **** ****** ************ July 21, 2025, she asked me to send a police report of these claims. She also stated these claims were suspicious. After weeks talking ******* she then transferred this matter to another claim examiner ***** ****** on 7/30/25 emails & police reports that I had showing that I was a victim of identity theft. Not to mention, I live in ***** when all these claims were filed. ***** got my additional police reports as well. additional questions that I clearly responded "no" Just BAD! I complied & provided the burden of proof that would stand in any court of law. Next, she stated that she needed to verify my identity and requested that I send her my DL or ID. Told ***** that my PHI has been comprised at a higher level and that I would not be send copy of my DL/ID or Passport, do not have neither of these in my possession at this time. NOTE: It's unlawful to request PHI w/o some kind of security link that was encrypted not via email. I said verify my identity by such as a selfie verification or utility bill. I sent her my utility with my address blanked out, but other info. August 7, 2025 she used bias judgement to: After careful review, we regret to inform you that we are unable to continue the investigation into the identity theft and false claims. This decision is based on the lack of evidence provided to support your identity and the circumstances surrounding the policy and claims. Unfortunately, we have not received the necessary documentation to substantiate these claims. This is a LIE! this matter never lacked evidence to support my identity theft dispute with ***.
Business Response
Date: 08/15/2025
August 15, 2025
Dear Better Business Bureau, Inc.:
Thank you for bringing the complainant's concerns to our attention. We have thoroughly reviewed the matter and are providing our response below.
The complainant requested that we contact LexisNexis to correct the number of claims reported by our company. In response, we have compiled a detailed list of all claims associated with the complainant's policies and have sent this list directly to them via email. The list includes the claim number, location, description of the loss, and settlement amount for each claim. We also discovered that the complainant had an additional policy with us in the past, and we provided a list of claims for that policy as well.
We have asked the complainant to carefully review the information and to contact us directly if they have any concerns or discrepancies. We have provided them with the contact information for a dedicated representative who can assist with these matters.
Should you have any further questions or require additional information, please do not hesitate to reach out.
Sincerely,

Policyholder Relations
Corporate Headquarters
CSAA Insurance Group
Customer Answer
Date: 08/15/2025

Complaint: 23719457

I am rejecting this response because:

I received a voicemail message from ******* ******* Senior Policyholder Relations Consultant, and she did contact me via email, but the statement above does not conclude this matter being resolved. I would like for *** to keep all communication open between myself and the BBB until ******* can provide me with written correspondence through my BBB ************* that these fraudulent claims have been removed from my name entirely from LexisNexis.
Not a verbal commitment.... But, with the help of BBB.

Sincerely,

********* ******
Business Response
Date: 08/25/2025
Aug. 25, 2025
Better Business Bureau, Inc.
Re: BBB File Number: 23719457
Dear Better Business Bureau, Inc.:
We have thoroughly reviewed the complainants additional concerns.
On Aug. 21, a Senior Claims Supervisor contacted the complainant to offer a meeting to discuss their concerns in detail. Unfortunately, the complainant declined this offer.
We confirmed that there's no evidence of inaccurate reporting by our company to ********** as noted in our initial response to you on Aug.15.
Please note, further research at our company found that LexisNexis did contact us on June 16 about(5) claims on the complaintant's record with us. LexisNexis asked us to validate that these claims were reported to **. On June 26, we reported back to LexisNexis that these were valid.
We consider this matter to be addressed.
Should you have any questions or require further information, please let us know.

Sincerely,

CSAA Insurance Group Policyholder Relations
Customer Answer
Date: 08/25/2025

Complaint: 23719457

I am rejecting this response because:
As the last contact from a supervisor was an intimidation tactic to go against my rights as a victim of identity theft. CSAA has been provided sufficient evidence and lawful police reports in regards to me being a victim of identity theft, and they quickly tried to deny that the lawful evidence that was provided was insignificant. I am encouraging the BBB to step in and validate my compliant as a victim of identity theft to make the proper ruling on this matter.
Not to mention, I was living in ***** at the time these claims were fraudulently committed, and theres absolutely no way I will ever be responsible for claims. I have valid proof of residency to prove it I stated to the supervisor that if they are rebottling, police reports and identity, theft, affidavit. This is violation against my consumer rights . Ive never occurred these fraud claims nor did I give anyone authorization to use my name. Fraud is fraud! Especially when you have the burden approved to validate the claim.
The only resolution that I will be accepting is to have CSAA to remove these claims off of my ***** Nexus file.
Sincerely,

********* ******
Business Response
Date: 08/28/2025
August 28, 2025

Better Business Bureau, ****

Re:         BBB File Number: 23719457

Dear Better Business Bureau, ****:

We have received the complainants rejection comments to your department.
Upon receiving the initial complaint,our Claims Team extended an invitation for a personal interview to the complainant, which was declined.
On Monday, August 25th, the same day the complainant submitted rejection comments to your office, they also sent two emails to our company. In these emails, the complainant requested that all future communication be conducted via US mail and informed us of a complaint filed with the *************************
We will address the *** complaint as soon as we receive it.
Our position remains unchanged, as detailed in our communication to your office on August 25th. We believe this matter has been thoroughly addressed.
If you have any further questions,please do not hesitate to contact us.
Sincerely,

CSAA Insurance Group Policyholder Relations

Customer Answer
Date: 08/28/2025

Complaint: 23719457

I am rejecting this response because:
I have already spoken with two claim adjuster **** ****** and ***** ****** who were unauthorized and held no legitimate work ethnics to address this type of matter. With no resolution amongst these two unqualified workers, I opened up a compliant with BB as my Consumer Rights have had been violated as a victim of Identity Theft. The next level of communication was between myself and ******* Hobaugh Senior Policyholder Relations Consultant, who was beyond clueless and had not even done her work as far as looking at the BBB compliant with my concerns. This led to repeating myself and me initiating email communication as she stated she would forward my compliant to the fraud department and have someone contact me... Next, I received a call from a supervisor and not the anyone in their "fraud or legal department". asking the questions and using "lies" that he spoke with a landlord when I told him that these fraud claims do not belong to me, yet he sought to use unlawful/discrediting tactics to bully me about these fraud claims. Not to mention, with no insight of my BBB compliant concerns... Just another oversight of mishandling of my BBB compliant, with this Supervisor stated that all my legal binding documents that validate my proof as a victim of identity theft and police reports was "not enough" evidence for my claim of Identity theft. I even advised this Supervisor that I have rental agreements that would approve that I was not living in California when these fraud claims occurred. BUT, if they are disregarding "all" of my legal documents, this is a violate and another interview for what? They have communicated with me via email and phone... And nothing is resolved yet...
With CSAA ignoring all my documents regarding Identity Theft, this violates provisions of the Fair Credit Reporting Acts which they have been provided with and MUST comply. CSAA is seeking to protect their bad credibility and this new request for another interview will not place. I will not comply. No more talking outside of BBB or other consumer agency being a part of the conversion.
Again, defying my Consumer Rights and knowing disregarding my police reports and identity theft affidavit for fraud. I never do another phone interview with CSAA and if they are not willing to resolve this matter with what I have provided the next step will be legal. CSAA is to keep this out of the public and risking this to go on BBB website against them. I will not let this matter rest until they comply with calling ***** Nexus and having all these fraud claims removed from my file.
This will be the only resolution... They are defying every legal document that I have provided them with, and this leverage in a legal dispute shall come.

Sincerely,

********* ******
Initial Complaint
Date:08/07/2025
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.
To Whom It May Concern,On June 19, 2025, at approximately 9:00 PM, I was driving on ************** in *******, **. As I approached ******************, I entered the turning lane when another vehicle pulled out from a driveway onto the main road, colliding with my 2024 Tesla Model X.A police report was filed regarding this incident. I subsequently filed a claim with the other driver's insurance company. After repeated attempts to resolve the matter, they are only willing to cover 80% of the damages to my vehicle. I firmly believe I was not at fault for this accident, as the other car pulled directly into the main road from a driveway, making it impossible for me to prevent the collision.I have been unable to speak with anyone who can explain why my claim is not being covered at 100%. I am seeking assistance with this matter.Thank you for your time and consideration.Sincerely,***** Sugar The other Insurance Information:CSAA Insurance ******* ******** *********************** Claim # ************ *******************************************
Business Response
Date: 08/11/2025
Dear BBB:
We are in receipt of your offices inquiry and welcome the opportunity to address any issues raised. We have reviewed the complaint to your department which was received on August 7, 2025. Thank you for sharing this feedback with us. We acknowledge the concerns and appreciate you bringing this to our attention.
In the concern it states the complaining party entered the turn lane and was unable to avoid the collision with our insured who pulled from a driveway onto the main roadway. A police report was filed regarding the incident. The police report confirmed that a contributing factor in the loss was for the complaining partys improper passing of stopped traffic in a single lane, whereas he entered a designated turn only lane and drove straight when it was unlawful to-do so. The complaining parties own insurance company found him to be 20% liable for the accident due to this reason. We considered all statements, police report, facts and circumstances of the claim and concluded that complaining party was a contributing factor in the accident for unsafe passing and traveling straight in a designated turn only lane.Although the complaining party may not agree with our decision, based on our review of the facts and evidence we found and agreed with the complaining parties insurance carrier that he was a contributing factor in the incident and agreed our insured was 80% at fault for the accident.
Sincerely,

CSAA Insurance Group Claims Department
Initial Complaint
Date:08/05/2025
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 previously marked answered by *** referred to ESIS. delayed follow-up to attempt resolution. After rejecting AAAs partial settlement, the claim was returned to ESIS including one who previously stated, we handled your case, you just dont like the result. That same individual is now dismissing my legal concerns as a difference in opinion. This is a direct conflict of interest and fails to meet fair claims handling standards under ******.ESIS originally sought to settle by repairing part of the damage and leaving me with an unrepaired vehicle. Now that *** has instructed them to handle the total loss, ESIS is undervaluing the claim a clear violation of ******(a) and 2695.1(a), as they are no longer operating neutrally or in good faith, but are influenced by prior disputes and their reluctance to accept liability.ESIS issued a total loss value based on two comps: One in ****, ** (150 mi away) violates 2695.8(b)(1) local market rule. One in Modesto VIN cannot be verified, and no condition or seller info disclosed violates 2695.8(b)(2).I requested details under 2695.8(b)(2). **** refused, claiming they were not required to provide them. failed to confirm condition or availability violates 2695.8(b)(4).Violations of Fair Claims Handling CA Code ****** and Insurance Code 790.03(h): Failed to confirm rental status with either party, causing confusion and delay. Declared decision final while *** response was still pending and valuation concerns were unresolved. Threatened to stop paying storage the same day I followed up first time this had ever been mentioned. Declined to provide a reasonable explanation of how comps met legal standards; repeating our decision is final. Dismissed regulatory concerns as a difference in opinion. *** knowingly reassigned the claim to previously grieved personnel a breach of the duty to ensure fair, unbiased handling under 2695.1(a) and ******(a).
Business Response
Date: 08/22/2025
This is being addressed by our insurance group ESIS.
Sincerely,
Lakshmi Pal
************

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