ComplaintsforAmerican Heritage Insurance Services

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 28, 2024 I was intentionally hit by another driver where I lost my leg and my truck was a total loss. I have a *** policy that I filed a claim at allstatecarcare.com. After 30+ days, I was told there were 2 checks coming to me, one for the payoff difference (*****) and one for the *** premium,(400). About 2 weeks later I called to find out where the checks were and was told, my policy has been cancelled and I have no coverage. Reason they stated was that when I refinanced my loan, at that time, they cancelled my policy and sent my premium back to the original lien holder. We called that company and they had no idea what we were talking about, they never received a check from Allstate. We can't get a straight answer from Allstate, because we get a different person every time and it's a different story. We have nothing in writing stating any of this. I am out my gap coverage and the premium I paid for the coverage and NO EXPLANATION about anything and nobody can explain what happened and I'm out over $2,000.00.

  Business response

  08/02/2024

  The *** waiver provides that in the event of a constructive total loss to the covered vehicle, the dealer/lender will waive their rights against the borrower for the amounts due under the payable loss.  The payable loss is defined as the difference between net payoff on the date of loss and the primary carrier settlement. The net payoff is the amount of the lenders interest as of the date of loss, as represented by the portion of the borrowers unpaid balance according to the original payment schedule of the financing contract that is secured by collateral subject to limitations. The amount does not include any unearned interest; loan charges; late charges; any Delinquent payments; uncollected service charges;refundable prepaid taxes and fees; the recoverable portion of financed insurance charges; or the recoverable portion of financed amounts for unearned insurance premiums or refundable charges. (Including, but not limited to credit life, vehicle service coverage/warranties and guaranteed automobile protection charges) .

  Based on the terms of the original loan contract, the amortized loan payoff on the date of the loss would be $26,837.87. The consumers primary insurance company settled with them in the amount of $25,063.09. The dealer owed refunds for the pro-rated unearned portion of the *** waiver in the amount of $428.90 and a vehicle service contract refund in the amount of $1,798.00. Which would leave no remaining balance and no benefit would be do.  

  Customer response

  08/05/2024

   
  Complaint: 22042017
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer response

  08/05/2024

  The reason that I am declining their explanation is because I paid $468.00 for my GAP insurance, and $1,789.00 for my "extended warranty", two different contracts. Why is the gap insurance using my other contract amount as a payoff towards the loan. That refund is due to me because I paid for it. GAP is responsible for the amount of my loan vs value of the truck after being totaled. Plus, as a consumer, I was never notified by anyone, they they had cancelled our gap insurance because we refinanced our loan. It wasn't until after I submitted all of the documentation, that gap decided to "cancel" my policy and issue a refund of the premium after I had the actual accident.

  Business response

  08/05/2024

  The contract defines the *** Amount as the difference between the Net Payoff on the Date of Loss and the Primary Carrier settlement
  The Net Payoff shall also be reduced by any other amounts received and applied against the Financing Contract balance after the Date of Loss, such as a refund of unearned credit insurance premiums or refunds on vehicle service contracts or other agreements.
  Both the service contract and the *** addendum were not paid by the consumer but were  financed into the loan and upon cancelation are paid back to reduce the outstanding loan balance.
  Again,this would leave no loan balance due and no benefit is due. 

  Customer response

  08/06/2024

   
  Complaint: 22042017
  
  I am rejecting this response because:

  I am not going to pursue this any further with them through BBB. What they have failed to provide us, is the confirmation that they in fact "Cancelled" our *** policy back in April due to refinancing with another company, however, neither the *** coverage or the dealership ever notified that we didn't have *** coverage because of the refinancing. It wasn't until early June after my accident, when I submitted all the documents, that they then informed us the policy was cancelled back in April and we didn't in fact have coverage at the time of the accident, and only now are refunding the premium. I do have an attorney and I handle this outside of the BBB 

  I respectfully appreciate your assistance with this matter, but you can please close this case.

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

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Every time I call I get someone out of the country who doesnt know anything. I cant speak to the actual person handling my claim, and the refuse to help **** purchased Gap insurance from them and now I cant get anyone to help me.

  Business response

  05/17/2024

  We have contacted the consumer and resolved his issue. Consumer indicated he is satisfied. 

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went out on surgery April15,2024 they received my form on 4/1/2024 the only thing was asked of me is to call them the day that I go out on surgery or the day after I did so. They asked for additional information I provided it. They asked my physician team for additional information I provided it and they asked them to fax over my medical records to make sure this was a pre conditional claim they sent the records and I still havent received my first pay check yet I have bills to pay. Please reach out to this company so they can start to pay me my short term disability please. Thank you

  Business response

  05/10/2024

  American Heritage Insurance Services is an administrator for ancillary products associated with auto dealerships. We do not handle disability claims. I believe you have the wrong entity. 

• Initial Complaint

  04/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I receive a refund check in the mail for $179.94. This check was a total for three payments of ***** monthly, that I had paid out deducted out of my account for three months for a Life Insurance policy that I have had since 2018. This policy had been cancelled but no one can tell my how or why this was cancelled. I have been living this life with no Life Insurance and not knowing, just to think the hard ship this would of been to my family if I was to pass away.Only thing that they could come up with is to reinstate me with forms. I don't think that this good business and lack of their service. I'm very disappointed with them. Someone should put them on alert.

  Business response

  05/10/2024

  American Heritage Insurance Services is an administrator of ancillary products sold through car dealerships. We do not administer life insurance policies. I believe you have the wrong entity. 

• Initial Complaint

  03/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On May 2017, I was hospitalized in ******* Health System, for Gastric sleeve surgery. I contacted American Heritage Life Insurance Company and send all documentations related to the Hospitalization.I was an employee of ******************************** and American Life Insurance Company provide Life Insurance and Riders to their employee.Policy : 55AG327455 Claim ********* Hospitalized from 5/2/2017 to 5/3/2017 For the past 7 years, I have called the hospital, the ****************, billing office and medical records.I was instructed to have a bill with the services provided, includes diagnosis, and the surgical procedure.I was hospitalized for 24 HRS., The billing does not list the Dx. surgical procedure, nor procedure code.The surgeons office refused to provide the information, they verbalized the Insurance company should request the information, for they know the procedure.7 years, they can verify by requesting an x-ray, for the stables are in my abdomen.the medical bill, listed : Anesthesia surgical levels, room number, **** post surgery.American Heritage Life Insurance Company need to take responsibility by requesting proof of hospitalization, Dx. and procedure code from the Hospital and ****************, not the patient.

  Business response

  03/22/2024

  This complaint was directed to American Heritage Insurance services but was intended for American Heritage Life Insurance company. American Heritage Life Insurance is a separate entity and the complaint should be directed to them. 

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im a retired U.S. Marine and medically retired F.W. ***** Police Officer. As a Police Officer in September of 2011 I bought a 20 Year $ ******* term policy from Allstate Insurance Company underwritten by ******** Financial Services in **********, ***** for American Heritage Life Insurance Company , ************, ** *****. I had the insurance on autopay. I called them a few times over the years. No problems arose. I was told multiple times the policy was guaranteed renewable, and its stated in policy Guaranteed renewable before policy is 20 years old or until I reach age 70. My DOB is 10/26/1957. It also has guidelines for any new contracts non guaranteed premiums for the new 20 year term. However; this year on 02/12/2024 I spoke to *********************** at 1435 hrs who told me emphatically my policy is NOT renewable. I believe she writes policies for ******** Financial Services in F.W. *****. This statement, and the vile hateful conversations (*** was amiable but untruthful) with there other office help told me to open my online account and review my policy. My first encountered problem online at www.****************.com was unbeknownst to me my primary email had been written down by Allstate incorrectly. (I find that more than suspicious with the length of time policy was in effect. ) I eventually found a truthful customer service agent who told me thats why I kept having problems opening my account using my email online. Next, even more disturbing, was on their communication page. On this page there is a choice of two types of communication. You can select e-communications or you can select ************* ************** ******* The online benefits page stated above would not take the hard mail option and would deny you any further access unless e- communication was selected. Would u recommend I obtain an Attorney? I have copies of contract if you need them. Sincerely, ******************* ******************************************************************** ************ text/ call anytime

  Business response

  02/21/2024

  This complaint was directed to American Heritage Insurance Services known as AHIS. AHIS does not sell or administer Life Insurance policies. I believe it was directed to the wrong entity and should be directed to American Heritage Life Insurance company. 

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is for GAP insurance through American Heritage Insurance services (Allstate).Claim number is: C001608398 This GAP insurance breached their contract. They made up numbers that doesnt reflect my payoff amount and is refusing to reevaluate my claim. I asked to speak directly to the insurance adjuster who worked on my claim but they denied access to the insurance adjuster.I asked for information to appeal this decision and they reported there is no appeal process for this specific case. *** tried contacting the corporate office but because this is a sister company of AllState, its impossible to speak to someone who can help me.Im seeking to file a complaint and also assistance on getting my claim in front of the correct person to reevaluate my claim with the correct numbers that were provided to them.Your help or guidance would be tremendously appreciated.

  Business response

  03/01/2024

  I am the senior division manager overseeing the *** department. I have reviewed the complaint and agree with the adjusters decision on this claim.
  
  Please note, the *** Addendum is not an insurance product, it is an agreement between the borrower and their dealer/Lender; American Heritage Insurance Services (AHIS) is merely the *** claims administrator on behalf of the dealer. The *** Addendum is offered to the customer at the time of the sale of the vehicle and the charge for the *** Addendum is financed into the customers loan; this is part of the financing/sales documentation which is signed by the customer at time of purchase and a copy is to be given to the customer by the dealership as part of the vehicle purchase documentation.
  
  The *** waiver provides that in the event of a constructive total loss to the covered vehicle, the dealer/lender will waive their rights against the borrower for the amounts due under the payable loss.  The payable loss is defined as the difference between net payoff on the date of loss and the primary carrier settlement. In the event there is no primary carrier coverage in effect on the date of loss,the lender will waive the difference between the net pay off as of the date of loss and the actual cash value. Actual Cash Value (ACV) is defined in the *** addendum as : The retail value of the Covered Vehicle, on the Date of Loss, as listed in a national or regional guide, such as *************************************** (****).
  
   Based on **** the value of the vehicle on the date of loss was $$13, 075.
  
  The net payoff is the amount of the lenders interest as of the date of loss, as represented by the portion of the borrowers unpaid balance according to the original payment schedule of the financing contract that is secured by collateral subject to limitations. The amount does not include any unearned interest; loan charges;late charges; any Delinquent payments; uncollected service charges; refundable prepaid taxes and fees; the recoverable portion of financed insurance charges;or the recoverable portion of financed amounts for unearned insurance premiums or refundable charges. (including, but not limited to credit life, vehicle service coverage/warranties and guaranteed automobile protection charges) .
  
  Based on the terms of the original loan contract, the amortized loan payoff on the date of the loss would be $13,075. Based on **** the value of the vehicle on the date of loss was $13,075 which is greater than the outstanding loan balance and no benefit would be due. 

  Customer response

  03/01/2024

   
  Complaint: 21319201
  
  I am rejecting this response because: I want the opportunity to appeal their decision. 
  
  Sincerely,
  
  ***********************

  Business response

  03/04/2024

  This complaint was considered an appeal and denial stands. 

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Car was totaled 10/14/2023 sent all documents to AHIS on 12/11/23 as per ally auto who told me I had to do so. called back 12/31/23 to be told only 2 of the 4 documents were received on 12/11/23 though all 4 were sent in same email. so sent again all documents on 12/31/23 called back still nothing sent again 1/8/24 said they received all documents and would be handled in 5-10 business days . It is now 1/31/24 and my claim has yet to be handled. this company will make you jump through hoops and loops and won't do their job. claim # C001570617

  Business response

  02/15/2024

  The *** addendum requires the customer to provide a number of documents including a police report, Insurance Valuation, Insurance check, loan contract, payment and history among others. Our records indicate the police report was not received until January 11, 2024. The claim was processed on January 31, 204.

  Customer response

  02/21/2024

  called ally is is now 2/21/24 and my car is still not paid off. **** said that **** has yet to send the funds . this is crazy and ridiculous, this car should have been paid off already and i have a payment due 2/29/24 if i dont make the payment then my crdit drops when I have never missed a payment.

  Customer response

  02/21/2024

   
  Complaint: 21227664
  
  I am rejecting this response because: Ally has yet to receive the payment and my car is still not paid off  but was totaled out 10/14/23
  
  Sincerely,
  
  *******************************

  Business response

  03/04/2024

  We followed up with Ally to see if they received the payment and they did not. We reissued payment and sent via overnight courier.  

  Business response

  03/05/2024

  The lender received the check and it was cashed on March 4, 2024.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In march of 2020 a claim was filed for a 2015 ****** WRX that I totaled. The *** company claimed they never received their paperwork, which I mailed. I wasnt aware there was an issue until after it was sent to collections on my credit. The amount equaling roughly $2,500. After I notice its on my credit, I reach out to have them pay it and the claim the police report was not valid. Fast forward almost 2 years later the police report was magically valid and the can proceed to pay chase bank the money that is owed. Now we are about a month in 1/5/23 was the resolution and mail date for the check. My bank still isnt paid, its still on my credit, they dont have a tracking number for the money they sent and keep giving me and my bank the runaround. I would like my debts to be paid!

  Business response

  02/19/2024

  To accurately and fairly determine the amount of a GAP benefit, it is required for the consumer to provide supporting documentation including the original loan contract, insurance settlement paperwork and police report. The adjuster processing the claim has the authority to waive these documents if necessary. These documents are required to be submitted within 90 days of the primary insurance company settlement.
  Our records indicate the claim was initiated on August 5,2020. On November 9th, the claim was reviewed, and all required documents were not submitted so the claim was denied, and a denial letter was sent to the consumer.
  Nine months later the consumer contacted us and was told the claim was denied due to missing documents. Five weeks later the consumer submitted an incomplete police report which was added to the closed denied claim.
  The consumer contacted us four months later and asked us to approve their claim. The claim was reopened and reviewed by an adjuster. The impartial police report had sufficient information and the adjuster made the decision to overturn the denial and the claim was processed. A check was issued to the lender on January 5, 2024. As this check was not cashed, it was cancelled,and a replacement check was issued on2/12/2024. The consumer may want to follow up with the lender to verify it has been received and applied to their account. 

• Initial Complaint

  01/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A check was sent to ************************* in the amount of $289.81. I deposited the check into my bank and 30 days later it was withdrawn. I received a check for the *** insurance but I have not cashed it yet because of this. I tried to contact them by the number on the statement. It is a number to a candy company and not the insurance company. It says they are in ************, ** *****. I would like to know why the check was withdrawn, to get it replacement check and to receive a call from them about this.

  Business response

  01/17/2024

  We spoke to this customer and explained the questions she had about her checks. 

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