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Complaint Details
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Initial Complaint
04/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On the 23rd I let my husband use my car we have FULL coverage and have been paying almost 300 a month for when he got into a accident said they cannot cover the car because he wasn't listed as a driver. From my understanding full coverage covers the car fully.
Business response
04/13/2024
As per our policy guidelines, your claim has been denied as you failed to update us regarding the change in your garaging address outside of ********. Due to this,we are unable to provide coverage and will not be able to make any payments.Initial Complaint
03/29/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
In April 2021 I started a car insurance policy with American Alliance, my monthly rate was $117 when I renewed a year later it went up to $123. When I renewed a year later in 2023 it went up to $177 and I was told that was because my vehicle was a high theft rate. I traded my car in in December 2023 and when I called American Alliance they told me my new rate was $296 because that was the amount for the previous car policy and the new car amount added. On December 13, 2023 she told me that once I paid off the previous policy and renewed again my rates would go back down because I would only be paying for one vehicle. I agreed. Now today 3/29/2024 I called thinking I'm about to renew my policy and get a new lower rate and they tell me my new rate will be $596. I asked why they said they don't know. I explained everything I just typed, to them and she placed me on hold for over 10 minutes then the call disconnected. I called back they wouldn't answer the phone. I called back from my son's phone and they answered and gave me a new rate of $354 a month, I asked why was I lied to in December and they said they had no record of me calling in December and I asked them well how and why did my rate go up in December and they told me they don't know who I talked to and why they lied to me, I told them I needed answers and they hung up the phone. I called back several times because the call kept getting disconnected. I finally talked to someone again and she tells me my new rate will be $510 a month. I asked her why was I told something different in December and she said she didn't know. I told her I wanted to talk to someone who could answer my questions and she placed my on hold and the call was disconnected again after about 7 minutes on hold. No one can tell me what I was paying for and why I was lied to. They also quoted my 3 different monthly rates within the hour. I have been scammed.Business response
04/10/2024
******************,
Thank you for reaching out and sharing your concerns regarding your policy and the renewal premium. We take your inquiries seriously and have conducted a thorough review to ensure we provide you with the most accurate and helpful information.
Upon reviewing your account and the interactions in December, we found that the request to change your vehicle was processed directly through your agency, **************************.Unfortunately, we could not find any record of a call to our service team on December 13th regarding this change. This makes it challenging to verify the details of the conversation you mentioned, specifically regarding the promise of a lower premium upon changing your vehicle.
I understand that during a recent conversation with one of our underwriters, there was an attempt to discuss the various factors influencing your premium. It appears there may have been some difficulties in communication, leading to a situation where the details being explained were not fully considered. Its important to note that due to widespread inflation, insurance rates have seen an increase industry-wide, we highly encourage you to work with your agency **************************, they can explore options with you to find a renewal premium that better suits your needs.Initial Complaint
03/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The insured of American Alliance hit my car in January of 2024, we both filed a complaint, and American Alliance refused to check my car for evaluation and to proceed with repairs. Every time I call, they place me on hold and then disconnect the call. My car is yet to be repaired.Business response
04/08/2024
This will confirm the 4/4/24 phone call with your adjuster. In this call, the reason behind our liability denial was explained.Customer response
04/09/2024
Complaint: 21503728
I am rejecting this response because: American Alliance denied my claim just because they do not want to fix my car. They claimed their insured was not at fault without proper investigation. They based their judgement on "supposed" statement made by their insured. Their insured slipped on snow/ice and hit my car while I was at a stop sign. As at the time we filled a claim, they told me they would send someone to inspect my car and confirm the damages, which never happened. After I reported to BBB, they came up with instant conclusion that I was at fault without any investigation.
Sincerely,
***************************************Business response
04/17/2024
As indicted in our previous response, our liability position has been explained and will not change. You may want to contact your carrier to see if they can assist you.Initial Complaint
03/28/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
This company ensures a client who was the primary person at fault for a vehicle incident that occurred early February. My family and I have made numerous attempts to get this incident resolved. However they always have at least an hour wait over the phone and once you even reach a live employee to help they put you on another hold which results into being transferred to a number that always goes to voicemail. We have yet to get a call back with any information and after several weeks weve finally received a letter stating that due to their ensured client failing in providing their part of the statement to continue with the claim the case will now go as closed and they will not provide any coverage for the incident that occurred and now Im down my vehicle and am no closure to getting the damages fixed. They are very unprofessional and not helpful at all.Business response
04/08/2024
This will confirm your conversation with the adjuster in which the coverage denial was explained. Please note that, should the policyholder decided to cooperate in the future, this claim can be re-opened.Initial Complaint
03/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company American Alliance ******** insurance has been giving me the no help in getting my car back from a company they referred me to get work done on my car. Both Moys auto body and American Alliance and Insure On the ************** company are running a scam on customers. They (American Alliance) sent my car to *********** body in August of 2023 to be fix due to a drunk driver hit and run. Every month I contact American Alliance and *********** for updates. They both point the finger at each other about money or parts. Im just sick and tired of both companies and just want my car back. Can you please help me.Business response
04/08/2024
We apologize for any inconvenience caused by the accident. Currently, the car is at the alignment shop, where they installed three suspensions due to receiving defective ones from LKQ. At the moment,there are no issues with the car and it only needs the windshield installed and cleaned up. As Friday is a holiday, the shop has informed that the car will be ready for delivery next week.Initial Complaint
03/26/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
STILL AWAITING ADJUSTER TO CALL. CLAIM NUMBER NOT PROVIDED VIA TELEPHONE. VEHICLE MAKING NOISE IT HAS NEVER MADE UNTIL I WAS HIT BY AMERICAN ALLIANCE POLICY HOLDER. WHY HASNT ANYONE CONTACTED ME AS OF YET? I WAS ADVISED I WOULD BE REACHED OUT TO WITHIN 2 BUSINESS DAYS VIA TELEPHONE OR EMAIL. PHOTOS WERE NOT ASKED FOR AS WELL.Business response
04/05/2024
Dear *******************,
This will confirm that the adjuster has attempted to reach you but was forced to leave a voicemail message. Please be advised that American Alliance is currently investigating a coverage issue regarding our insureds residceny at the time of is policy application. In addition to the voicemails, email message has also been forwarded to you explaining the current file status.Initial Complaint
03/25/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On March 20, 2024, a driver with American Alliance Casualty Insurance struck my car. I have attempted to file a claim and call this insurer. However, despite submitting forms, no claims number has been issued. I've called this insurer multiple times and waited on hold only be disconnected after long waits. I have also emailed the insurer without success.Business response
03/25/2024
Our investigation determined that there is no coverage as the policy was not in-force on the date of loss.We have attached a copy of the coverage denial for your review. You *** want to contact your insurance carrier so that *** assist you in this matter as there is no coverage with American Alliance.
Best Regards,Business response
03/26/2024
Apologies, attached please find copy of the denial.Initial Complaint
03/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was involved in auto accident March 9 2024 I reported to my American Alliance the following business day. I had paid out of pocket the day of the accident to get it towed to a shop. I havent got reimbursed yet for that. In addition with the car being at a storage unit American Alliance is not trying to pay the storage fee the shop is requesting which is about $1,500 give or take. They want me to pay the amount and only trying to pay up to $200 *** for the storage fee. I have full coverage and this is absurd and never heard of this ever in my life. In the policy it stated if the insured fails to notify the company within **************************************** if the insured refuses to release the auto for movement to the companys preferred storage lot, we will only pay storage charges to a ***imum of $200. This coverage applies only if the Declarations indicate that Collision or Comprehensive is provided for that auto via my policy part V of section D. In regards to this they are not trying to cover the rest of the expenses in order for my vehicle to be released from the shop so they can take it to their salvage yard. Its been 3 weeks and I have been paying out of pocket for a rental as well weekly which American Alliance is not trying to reimburse as well, so Im losing lot of money which I cant simply continue to pay for much longer. As well to this they are not trying to contact my lien holder so they can pause payments on the vehicle until the situation is handled so now my credit could be impacted and so is my auto loan. I have full coverage with American alliance and this is really frustrating that they are just giving me the run around and Im the one receiving damages financiallyBusiness response
04/02/2024
On 3/11/2024, **** informed you of your responsibility to mitigate storage costs during your recorded interview. We use a standard script for every loss, and we clearly communicated this information to you both verbally and in writing. We have advised the policyholder to pay all charges and submit the invoice for reasonable reimbursement. However,please note that storage fees are capped at $200. Despite our repeated reminders, the policyholder did not follow our advice, and additional charges were incurred. It is important to note that we do not contact lienholders to place a hold on loan accounts; this is an agreement between the vehicle owner and the finance company. It is the vehicle owners responsibility to keep their loan account current until the claim is resolved.Customer response
04/02/2024
Complaint: 21482634
I am rejecting this response because:
In the policy it stated if I fail to notify in 48hrs to American alliance about the claim then storage will be capped at $200. I notified within the the allotted time frame
Sincerely,
*********************************Business response
04/10/2024
We want to reiterate that our response remains unchanged. On 3/11/2024, during your recorded interview, **** clearly informed you that it was your responsibility to mitigate storage costs. We have a standard script for every loss, and we made sure to communicate this information to you both verbally and in writing. As we advised earlier, it was your obligation to pay all the charges to release the vehicle and submit an invoice for reasonable reimbursement. However, you failed to do so in your case, which resulted in additional charges being incurred.
Respectfully,Initial Complaint
03/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
They dont want to get my car fix and it was their insured fault they are a por company their insurance license should be revokedBusiness response
04/05/2024
Dear *******************,
This will confirm that the adjuster has contacted you and explained the reason behind our denial of coverage. Should the Insd cooperate in the future, this claim can be re-opened.Initial Complaint
03/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company refuses to cover the damages to my car that their insured caused. There is evidence, proof and a police report. They are saying that because their insured did not report the accident within 30 days of it happening, they will not cover. Their policy holder had zero damage to their car, did not ask for my info but gave me theirs. I have spent hours on hold. I have left messages that dont get returned. And now that I looked them up online, I have forums that my experience is not alone.Business response
04/02/2024
Dear ***************,
This will confirm the adjuster attempted to reach you to discuss the coverage denial.Unfortunately, she was forced to leave a detailed message on your voicemail.This, in addition to my prior email correspondence, should clearly explain American Alliances position on this matter.
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Customer Complaints Summary
623 total complaints in the last 3 years.
267 complaints closed in the last 12 months.