Complaints

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

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  CCMSI

  2 E. Main St Danville, IL 61832

• 

  CCMSI

  2 E Main St Ste 208 Danville, IL 61832-5844

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:05/09/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a work comp case with the CCMSI insurance company. I’m not being receiving and PPD benefits or any updates on payments. I updated my email address with CCMSI but no response. I will like to have confirmation that benefits are coming to my account. I have bills and etc that need to get paid. They’re playing games because they don’t want to pay. I already went through 2 surgeries and still in chronic pain. I’m depressed and dealing with anxiety because of this matter. Please help

  Business Response

  Date: 05/12/2025

  Ms. ***** is represented by an attorney. Thus, CCMSI is not able to contact her regarding her claim. If she is not happy with her claim or how her claim is being handled, she needs to notify her attorney immediately as all communication goes through her attorney to CCMSI as required by law.   Thank you 

  Customer Answer

  Date: 05/12/2025

  I had contacted my attorney about CCSMI has not issued my PPD benefits or updated my email so I will be able to know when payments are in my account. Attorney stated he has notified CCSMI attorney serval times and no response. If they can’t contact me why they can’t contact my attorney. Make it make sense. Thanks BBB for all your help 

• Initial Complaint

  Date:04/25/2025

  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.

  zero customer service, zero communication uecnless I initiate it. I have informed them I am a disabled,senior female and need this issue settled, it's been 2 1/2 years since my injury. my credit is suffering because of the large balance on my credit cards. I WAS TOLD BY THEIR EMPLOYEES MY BILLS WOULD BE COVERED SEVERAL TIMES> "DON"T WORRY" WE"RE A BIG REPUTABLE COMPANY> THEIR EMPLOYEES NEED TRAINING> WHAT IF A KID HAD CHOKED DUE TO A FOREIGN OBJECT IN THEIR FOOD?

  Business Response

  Date: 05/01/2025

  CCMSI
  has been handling the claim since Dec 2024 and email contact was made with Ms. ****** immediately. Ms. ****** explained that she was unhappy with CCMSI’s customer
  service and that she had to pay out of pocket for her alleged injury. The
  adjuster politely responded to her email stating that the claim was recently
  assinged to CCMSI for handling. The medical authorization and a ******** affidavit form were sent to Ms. ****** on December 26, 2024 and again on March
  24, 2025. On April 29, 2025, the adjuster contacted her again via email asking
  her to send the documetns via mail, email, or fax. These requirments were also
  discussed in a phone conversation with her.  Receipt of the corresponding
  dental records for review with the previously submitted dental treatment
  receipts and confirmation of any ******** involvement remain pending. CCMSI
  needs these documents to invesitgate the claim. 

• Initial Complaint

  Date:04/19/2025

  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.

  March 25th CCMSI insured hit my son and I while sitting in my parked vehicle. He destroyed my front end with the arms of his garbage truck. He admitted fault at the scene. Their adjuster called me three days later telling me to get an estimate. I did Friday march 28th and sent it to them. They did $8000 in damages estimated. Adjuster didn’t answer my calls for three days before finally calling back and said she just got them. Explained to her my son has a procedure out of town first week of May so we needed to get this going as quick as possible, obviously I know it takes time. Still didn’t hear by the end of that week so the next Tuesday I called for her to tell me that they’d only pay est $6000 because they don’t pay for in brand parts. I admit I was mad so I told her how I felt and hung up. Called back a few minutes later where she stated the address the check was being sent to was the site I was hit, not my address. I verified where I wanted the check to go she said 5-7 business days. Called Thursday of this week, which is 4-17, well over a week later, to find out the check was printed off the 15th and sent out. When I asked her to verify where it was sent out she stated the site location again. When I once again told her that that was the site I was hit at, not my home address, she told me she would get with finance and respond to the email I sent her the day before about it, by the end of business day. Heard nothing. Friday April 18th I tried calling again and left another voicemail, and further responded to the email that I either need to hear something back from her or I’d be proceeding with action. Heard nothing. they’re playing games knowing my son has a surgery in just over a week now. ******** ******* is refusing to answer my calls or respond when she says she will, now I don’t know where this check is going to and there’s zero word coming from them.

  Business Response

  Date: 05/01/2025

  CCMSI
  has been in contact with Ms. ****** regarding her claim on the following dates:
  3/27/2025; 4/2/2025; 4/7/2025; 4/8/2025; 4/21/2025; and 4/29/2025. On 4/21/25
  Ms. ****** advised that she had not received the check.  At that time, it
  was identified that the adjuster had the wrong address. The proper form
  was sent to Ms. ****** and she returned the completed form on 4/29/25. We will
  submit the form to our Treasury Department so that the check can be
  stopped/voided. Once that is accomplished, the check will be re-issued to
  the new address provided by Ms. ******.  

• Initial Complaint

  Date:04/07/2025

  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.

  On 1/4/2025, our client was involved in a motor vehicle accident with a *** ***** ************ Police officer that is insured by CCMSI. CCMSI accepted 100% liability for this accident. Our client's vehicle was deemed a total loss. CCMSI states because they do not have access to a salvage yard, they are attempting to force our client to accept a total loss settlement offer that forces our client to retain the salvage of the vehicle. They also refuse to adequately compensate our client for the loss of use of his vehicle, or pay adequately for the storage of our client's vehicle at the body shop.

  Business Response

  Date: 04/17/2025

  Mr. ******* and his counsel did not choose to mitigate their losses. As explained to ********** *** **** on 01/29/2025, CCMSI cannot retain nor sell salvage owned by the general public. CCMSI respectfully requests the opportunity to reiterate our supported settlement offer of $4,375.18.

  Customer Answer

  Date: 04/17/2025

  We are rejecting this response because: CCMSI's contention that Mr. ******* ******* did not mitigate his damages is false on its face. Mr. ******* ******* arranged to move his vehicle from a tow yard to a body shop for the vehicle inspection, prior to CCMSI's acceptance of liability for the negligence of their insured driver, (a *** ***** ************ Police officer). CCMSI does not have the right to reduce Mr. ******* *******'s total loss settlement because they do not have a contract with a salvage vendor. CCMSI contends that they are not an insurance company, if this is the case, they should not be handling insurance claims. CCMSI's excuse of not having a contract with a salvage vendor to avoid paying claims legitimately is an example of their shoddy business practices and a deplorable attempt to avoid settling this claim (and many others), in a fair and equitable manner. We have only requested that CCMSI waive the salvage value instead of deducting it from Mr. ******* *******'s total loss settlement, and the loss of use of Mr. ******* *******'s vehicle in the amount $7,545.35.
  
  
  
  

  Business Response

  Date: 04/24/2025

  ***** is
  self-insured entity. Unlike an insurance company, we do not have any first
  party coverage. As self-insured, we pay all claims against ***** directly. As a
  third-party claimant, we cannot dictate which body shop to choose or what
  salvage yard to use. Mr. ******* chose to bring his vehicle to ******** ********* ******* ** *** *****. The agreement is between ******** ********* ******* and Mr. *******. The request for direct payment of ******** ********* ******* ** *** ***** in the amount of $6,369.95 which is comprised of an
  administration fee of $350, storage fees for 17 days in the amount of $3,400,
  mechanical labor of $195, and a tow bill with a percentage of 25% increase of
  $1,947.50 cannot be honored. CCMSI did take into consideration ******** ********* ******* Tow: $321.00, Copart tow: $323.12, ******** ********* ******* Storage:
  $62.00; Copart Storage: $180.00 in our initial offer. ***** does not have a
  “contract” with a salvage vendor as we do not have first-party insurance
  claims. ***** utilizes their fleet services for disposal of owned vehicles.
  CCMSI does not have any contracts with salvage yards as we cannot dictate where
  the third-party claimants dispose of the salvage (most claimants contact
  several to obtain the best bid). Also, what cannot be done with third-party
  claimants is the retaining of salvage. The best process to obtain the best
  salvage bid is to contact a salvage yard for a quote, ask what documentation
  the specific salvage yard needs to retain the salvage. Typically, to transfer
  ownership, the title is signed and the salvage company takes ownership of the
  vehicle. Most salvage yards will tow the vehicle for you and include in their
  quote.  These are steps that can only be done by Mr. *******. Some
  individuals choose to retain their salvage and obtain a salvaged
  certificate.  CCMSI cannot make these decisions for any claimants. If Mr.
  ******* is insured, he should have a policy with an insuring agreement to
  handle the loss from start to end. Even if he does not have first party coverage,
  most insurance companies require that they make contact regardless of coverage
  after a motor vehicle accident.  As third-party claims are paid by *****,
  regardless of insurance, we do not verify if there is coverage on the vehicle
  involved in the loss.  Individuals obtain guidance from their insurance
  company in the event of a loss, hence the reason for insurance, or guidance
  from their counsel, if represented. The claim was handled timely and correctly
  by CCMSI. We reiterate our timely offer of $4,375.18 made on 02/03/2025. 

  Customer Answer

  Date: 04/25/2025

   I am rejecting this response because: CCMSI's response is a poor and nonsensical attempt to hide their ignorance, unprofessionalism and poor claims handling. ***** does not have first party coverage because they ARE self-insured. This is the definition of self-insured. We reiterate that any dispute between CCMSI for storage fees that they are responsible for and owe to ******** ********* ******* ** *** ***** has nothing to do with the settlement of our client's total loss claim. We have not made any requests for storage fees or any charges that may be owed to ******** ********* ******* ** *** *****; that is a dispute between the body shop and CCMSI only. We do not care how *** ***** ************ Police disposes of their salvage through their fleet services. This is a fallacious argument and merely an attempt of CCMSI to obfuscate their wrongful actions. It does not matter if our client had first party coverage or not, as CCMSI accepted liability for their insured's negligent act. We do not accept CCMSI's smoke screen attempt to hide their improper actions. CCMSI accepted liability for this loss and deemed our client's vehicle a total loss. If CCMSI proposes to handle claims like an insurance company, then they cannot pick and choose at random which aspects of claims handling they care to exercise. If CCMSI is not an insurance company, they should not be allowed to act as one. "Typically," if a vehicle is deemed a total loss by an insurance company, the insurance company pays for the total loss and disposes of the salvage. We simply ask that CCMSI acts in an ethical manner and protects their insured from any possible bad faith claims. We ask that CCMSI issues payment immediately for the total loss of our client's vehicle as follows: Actual Cash Value: $10,067.17, less unrepaired prior damage ($5,021.82), add Loss of Use in the amount of $2,500.00 to total $7,545.35. We refute the deduction of any salvage value as CCMSI cannot force our client to retain the salvage of a total loss vehicle. If CCMSI does not have the wherewithal to dispose of our client's salvage, any salvage value deduction should be waived.  
  

• Initial Complaint

  Date:02/26/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company will not return repeated calls to resolve an insurance claim. ****** reviews detail the same issues with multiple other customers.

  Business Response

  Date: 03/05/2025

  CCMSI strives to deliver excellent customer service and handle all claims equitably. Our records show that the adjuster has attempted multiple times to contact the claimants. The claim was assigned to Adjuster on 2/7. On 2/12, contact attempt was made via email to complainant via at *******************; no response received. On 2/25, Adjuster returned VM left by complainant on 2/24. On 2/26, complainant left a message for Adjuster. This same day, Adjuster returned call and sent an email to complainant asking for a return call. On 2/26, complainant called again and when the adjuster answered the call, complainant hung up without speaking. On 2/26, Adjuster sent an email advising complainant of the call and asked for a return call.  On 2/27, Adjuster called complainant again and left another message for a return call.  On 2/27, the adjuster called and spoke with the complainant and resolved the claim for $8274.57. On 2/27, a settlement release has been received and the payment was input into the claim on 2/28.

• Initial Complaint

  Date:01/09/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Receptionist is highly unprofessional. hung up, I called back and she refused to help me, hung up and now has blocked my calls. I have not been paid and I expressed I needed to talk to someone she said “oh well you can call tomorrow” I asked to be connected to someone else anyone just because I had a question and she hung up.

  Business Response

  Date: 01/16/2025

  CCMSI strives to delivery excellent customer service. After recieving this complaint, CCMSI has asked all of our receptionists about this interaction. However, our receptionists do not recall this phone
  conversation as they get hundreds of calls each day. Our receptionists are trained to adhere to CCMSI's Core Values & Principles at all times. They
  also do not have the ability to block any calls. 

• Initial Complaint

  Date:12/31/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company ‘provides’ workers compensation for injured workers. I’m an injured worker. This company based my weekly pay off my net pay, should have been gross pay, and didn’t include my fringe benefits which they should have. This created a wild hardship for my daughter and I. We were evicted from our apartment because I couldn’t keep up due to such little weekly pay. After a period of time I was assigned a new adjuster…things went from bad to MUCH WORSE. She decided that she was going to, on her own, withhold my weekly pay while I was still under the care of my doctors. This went on for a couple months so I had to attain representation. Since having an attorney nothing has changed. Weeks and weeks will go by without a single check, even at the wrong low amount. On top of that, they’re now dragging their feet on making the correct adjustment to my weekly benefits, which would mean a retroactive check which would greatly help me to recover from this nightmare CCMSI has put me through. They keep coming up with new excuses because they know getting seen by a judge takes forever in this country. Rather than just doing the right thing. This company treats the injured workers they’re tasked with taking care of with complete disregard and zero humanity. They are liars and in my opinion, criminals. I’m asking BBB to request they do the right thing and make me whole so I can pay my bills while I try to heal from these injuries.

  Business Response

  Date: 01/02/2025

  The
  claimant is represented by counsel and the wage dispute is currently in
  litigation. Thus, CCMSI is unable to speak with Mr. ***** directly. If Mr.
  ***** is not satisfied with his claim, he should notify his attorney
  immediately. 

  Customer Answer

  Date: 01/08/2025

   I am rejecting this response because:
  They’re unwilling to fix their mistakes and do their jobs.  They’d rather pass it off on attorneys 
  
  

• Initial Complaint

  Date:12/05/2024

  Type:Product 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.

  I was approved for surgery by CCMSI insurance company and benefits. The day of the surgery insurance did not respond, the surgery was cancelled. CCMSI stated a check was in the mail and I never received it. They’re now coming up with that they’re holding benefits because I’m working. I haven’t been working since almost 3 years. They’re trying to buy time to collect evidence so they won’t have to pay me. This is fraud they wrongly accused me of working which I am not and they know that. I’m chronic pain and suffering. I don’t deserved this. Right is right and wrong is wrong. Please ???? help

  Business Response

  Date: 12/10/2024

  Surgery was not approved and
  then denied. CCMSI asked the medical provider for an updated surgery order as
  the one we have on file is over a year old. TTD, off work benefits, have not
  been paid since 05/27/24. No off work benefits have been withheld as any form
  of retaliation. This matter on possibly owed off work benefits is being worked
  through litigation, which is being handled by Ms. ******* attorney. If she is
  not happy with her claim, she should notify her attorney immediately. The
  adjuster will follow-up with the clinic again for the updated surgery order so
  she can review and approve. 

  Customer Answer

  Date: 12/11/2024

  I did contact my attorney about the situation. Attorney stated that the surgery order update was sent over to their adjuster and defense attorney. Attorney also added that the adjuster and defense attorney is not responding back to him as 12/05/24 My lawyer reached out several times but no response from CCMSI. It shouldn’t be hard to proceed when they have all the evidence and medical records. I’m still not satisfied until this matter is resolved.

  Business Response

  Date: 12/12/2024

  The claim file indicates that the attorney e-mailed CCMSI on 12/10/2024 and the adjuster responded on the same day stating that the surgery was approved. The medical provider was also
  contacted on 12/10/24 by CCMSI with a notification that surgery was approved. 

  Customer Answer

  Date: 12/13/2024

  I’ve received a call from my medical doctor stating my surgery was approved on 12/13/24. I’m satisfied with CCMSI response. I want to thank BBB for all your help to get this matter resolved quickly. Communication is everything…

• Initial Complaint

  Date:11/07/2024

  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 January 2024 we had the sprinkler systems go off in our condo from a fire above us. We had all the remediation done, insulation replaced, ceilings hung and my contractor *** ****** ************ hired a painting company to come in and paint the ceilings. This was May 6, 2024. The painters were the only people in the condo at the time. They knocked the sprinkler head off of the ceiling when they hit it with their ladder. Now my condo was flooded for the second time. Because the sprinkler head was in the dining room it saturation my counter tops and my cabinets. The lower cabinets are warped and have mold growing on them and the counter top is buckled. We have been called CCSMI Insurance ever since May 2024. We were given an adjuster but she soon left the company. We have not been able to talk to anyone since then. No one EVER picks up the phone or returns all the messages that we have left. I just called the headquarters, we will see if they are any more responsive.

  Business Response

  Date: 11/27/2024

  CCMSI’s adjuster has been in constant email and telephone contact with Ms. ******. An email was sent requesting photos of the painted sprinkler heads, and fire report on November 7, 2024 and a phone call discussion was held on November 19, 2024. Additional email correspondence is dated November 21, 2024 is clearly documented wihtin the claim file. The requested photos were received by CCMSI on this same date. CCMSI remains committed to investigating and resolving this claim as quickly and as equitably as possible.
   
  
  

  Customer Answer

  Date: 11/27/2024

  Claims adjuster came out on Saturday 11/23.   Said he would write his report and get back to CCSMI.  ***** will call me once she receives the report.

  My only problem with this entire claim is that amount of time that has passed with nothing being done.  The claim was opened on May 6, 2024 and here we are going into Dec and still no resolution.

• Initial Complaint

  Date:09/17/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is an incident that happened at one of the US branch drive up location in IL.
  I had communicated my issue and ask the bank to be responsible for the damage that occurred to my car (passenger door).
  ** **** representatives assigned me a CCMSI adjuster to handle my claim (********* ****). At the beginning she was very proactive in asking all the pertaining questions about the date of the incident and all the details. I had provided via email all the information and pictures of the day of the incident, even estimates for my car to get repair from the dealership. This happened back in 8/20/24 and it has been a month with no calls or emails back at all. I had sent several emails and left several voice messages to Mrs. **** but unable to get any response. I guess, I will wait a couple of days to seek legal help on this matter.

  Business Response

  Date: 09/25/2024

  CCMSI has reviewed the claim, after receiving this complaint. The adjuster has been in regular contact with Ms. ***** since August 28, 2024.On this date, CCMSI emailed her advising that the claim was currently being investigated. On September 11th, the claimant spoke with the claim’s supervisor and another claim status update was provided to Ms. *****. The adjuster also spoke with Ms. ***** on September 19th. On September 23, the adjuster tried to call Ms. ***** but she did not answer so a voicemail message was left. She followed-up with an email on this same date explaining to her that she needed a specific time that the incident occurred. Based on this activity and the contents of the claim, CCMSI is investigating the claim with the available information. Once a determination is made, Ms. ***** will be notified. If Ms. ***** has any questions or concerns about her claim, she should contact the adjuster directly at the phone number listed on the adjuster’s email signature or write to her via e-mail.