ComplaintsforAmerican Freedom Insurance Co.

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was hit by someone insured by American Freedom. On 12/7/23. 4 months ago. Case C-******. They have all information from me along with the police report stated clearly who was at fault . An adjuster came out 3 months ago. Every time I call they say they are waiting to hear from there policy holder. I dont understand the holdup. I have to make two car payments right now because of this. I this point I need to take legal action as they wont even call me back

  

  Business response

  04/19/2024

  This complaint was filed by the third-party Complainant Claimant who had been advised that numerous attempts were made to contact the Insured via telephone and mail to clarify possible coverage issues, loss circumstances, and liability, however, all were to no avail.
  Due to the Insureds failure to cooperate prohibiting the Company from completing a proper investigation necessary to determine coverage and liability, the claim was appropriately denied based on the Insureds breach of policy conditions requiring Notice, Assistance, and Cooperation.
  All rights are reserved, and none are waived or invalidated.

   

  Customer response

  04/22/2024

   
  Complaint: 21560833
  
  I am rejecting this response because: you provide coverage for your customers then you know their policy already. You have the statements and most importantly the police report. 
  As I read through other complaints I see you all never cover total loss and steal peoples money. 
  I will be getting a lawyer involved 
  
  Sincerely,
  
  ***********************

  

  Business response

  04/23/2024

  As previously stated, numerous attempts were made to contact the Insured via telephone and mail to clarify possible coverage issues,loss circumstances, and liability, however, all were to no avail.
  Once again, due to the Insureds failure to cooperate prohibiting the Company from completing a proper investigation necessary to determine coverage and liability, the claim was appropriately denied based on the Insureds breach of policy conditions requiring Notice, Assistance, and Cooperation.
  All rights are reserved, and none are waived or invalidated.

• Initial Complaint

  04/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have a case open with them for more than a month and they haven't finalized nor resolved my case. every time I call they don't give me an answer about what's going on with my case. They also don't contact me about what's going to happen with my case, they also tell me that they are going to reach out to the supervisor and I haven't heard back anything from them or the supervisor . I also rented out a car because they said they couldn't cover the rented car, so I paid out of pocket to rent out the car even though I have full coverage on the car and I also had to return the car because it was to much money coming out of my pocket.

  

  Business response

  04/16/2024

  Upon completion of the investigation and receipt of the estimate of damages, payment for the approved repairs was issued.
  
  Please note that the Complainant was continually advised of the status of the claim and what was needed to conclude the investigation. 
  
  As to the Complainants statement regarding rental, the policy of insurance carried Rental Reimbursement coverage for $30 per day up to 30 days.  Upon receipt of a paid rental receipt,payment was issued for 14 days for which the Complainant rented a vehicle.
  
  This claim was properly investigated and approved. 
  
  All rights and defenses are reserved, and none are waived or invalidated.
  

   

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was in a three car accident on January 18th. In which I retained an incident report number about 5 days later. I called the insurance company to the person who hit me the person only had liability but had totaled three cars. I was told by my insurance company that they only will cover 30/a day for rental when there is no rental for $30. I ended up paying over $1900 in rental coverage for 36 days to only be refunded 30 days for an accident that was not my fault. Its been a month that my claim has been under review to only come to the conclusion that they are not paying the storage fees and want me to pay them back. Not only that they are giving me the bare minimum when I pay full coverage with them

  

  Business response

  03/22/2024

  The Complainant opted for a rental reimbursement coverage of $30.00 a day up to 30 days when she purchased a policy of insurance for her vehicle. This was indicated and explained on the Declarations page of her policy. Please be advised that payment was issued for the maximum amount allowed per the policy the Complainant purchased. 
  
  The Complainant had been informed that the Company would not be responsible for the storage and advanced charges imposed by the nonaffiliated repair facility she chose to move the vehicle to with no notice to the Company.
  
  This complaint is without merit as the claim was approved and payments were made to the Complainant in accordance with the policy coverage she purchased.
  All rights and defenses are reserved, and none are waived or invalidated.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  American Fredoom Insurance denaid claim

  Customer response

  03/08/2024

  Hi There,                       Complaint ID: ********   3-8-2024

  
  

  Please find attached files in regards to Complaint# ********

  Can you please update the claimed amount to   $ 3,609.24.

  
  

  Thank you,

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

  400 ************, 

  ****************, ** 60139

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

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

  
  

  

  Business response

  03/14/2024

  This complaint was filed by a third-party claimant whose daughter was driving his vehicle and was involved in an accident with this Companys Insured.
  
  Due to conflicting statements regarding loss circumstances provided by the Claimant and our Insured and no known independent witnesses, liability could not be accepted,and the claim was appropriately denied. 
  
  The Complainant has been notified of the Companys position by phone, mail, and email.
  This complaint is completely without merit as the claim was properly investigated and denied promptly, nine (9) days after it was reported.
  
  All rights and defenses are reserved, and none are waived or invalidated.
  

  Customer response

  03/17/2024

   
  Complaint: 21391183
  
  I am rejecting this response because:

   

       American Freedom Insurance Respond letter March 17, 2024
                                     BBB complaint ID ******** 

  
  My complaint merits my daughter and mine notarized sworn statement of February 16, 2024 with two witnesses in my vehicle, ***********************  Report# GHP24002888 which stated that American Freedom insured strike my vehicle and point of vehicles contact from the same police report indicate the same and American Freedom insured statements in presence of witness on two occasions when she stated traveling in middle lane and struck my vehicle in left lane because she lost control over her vehicle because her drink spilled.
  American Freedom Insurance Claim# **-284690  denial letter of February 21, 2024 email to my attention first time on  March 5, 2024 are not relevant because: 1. My daughter did not change lanes or make an improper turn. 2. My daughter did not fail to maintain a proper lookout - she tried to avoid an accident by using the vehicle horn. 3. Our sworn statement and GHP report are not conflicted. 3. My daughter did not drive negligently. 
  Conflict statements that American Freedom constructed are not based on the facts and do not correlate with legitimate sources provided above.  
  Due to all provided evidence I have good reason to believe that my complaint against American Freedom Insurance is valid and outstanding. Therefore I am requesting American Freedom Insurance to cover the loss on my vehicle on February 11, 2024 in ****************, ** caused by their insured because she failed to maintain a proper lookout and merged into my daughter's lane of traffic which was the proximate cause of loss on my vehicle. 
  
  Sincerely,
  
  *******************************

  

  Business response

  03/21/2024

  As previously stated, due to conflicting statements regarding loss circumstances provided by the Claimant and our Insured and no known independent witnesses, liability could not be accepted, and the claim was appropriately denied. 
  
  This complaint is completely without merit as the claim was properly investigated and denied promptly.
  
  All rights and defenses are reserved, and none are waived or invalidated.
  

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the date of 1/10/2024, I was hit from behind from American Freedom Insurance Driver. I was at a red light stopped when I was hit from behind. I have had so much stress and turmoil. Then for American Insurance to tell me that I am to blame for as sudden stop and have to assume 10% of the repairs to repair my vehicle when it was perfectly fine before the accident. I fell that the entire repair should be covered 100%. I will also be writing a complaint to the company. How can they say I have to assume some of the negligence when I was at a red light. I have included the police report and letters from American Freedom stating that I am responsible for over $500 in repairs. And they do not want to hear anything else about it. They will only be covering the 90%, it should be the entire repairs. They also are requiring me to rent a car and be reimbursed for the repairs. When according to the shop they sent me to my vehicle will be in repair for an estimated of 3 weeks. Totally unacceptable. I look forward to your assistance with this matter

  

  Business response

  03/14/2024

  This complaint was filed by a third-party claimant whose daughter was driving his vehicle and was involved in an accident with this Companys Insured.
  
  Upon completion of the investigation and receipt of the estimate of damages, a settlement offer and release form was forwarded to the Complainant for the amount of the approved estimate less applicable comparative negligence deduction due to a the Complainants vehicle drivers sudden/abrupt stop, which contributed to the collision. The Complainant was informed that the vehicle could be repaired at one of our preferred body shops for the repair amount, less the deduction for comparative negligence. 
  This complaint is completely without merit as the claim was properly investigated and a proper settlement offer was made.
  
  All rights and defenses are reserved and none are waived or invalidated.

  Customer response

  03/18/2024

   
  Complaint: 21384199
  
  I am rejecting this response because: There was NOT a sudden stop and if there was the person that was driving the vehicle was following too close for conditions. Even the police officer stated it was the driver that hit me was his fault. I guess that is why the driver did not show up to court and now his driver's license is suspended. That is what the judge stated. I was already at a stop because the light was red. Is there a way to get the video from the area at the time. I should not have to pay anything for my vehicle to be repaired. This is unfair and very stressful! The resolution that I believe would be fair would be for my repairs to be covered 100%. The rules of the road state you are to allow a certain amount of space in between you and another vehicle! And this was clearly not done in this case. It is very obvious the driver of the other vehicle did NOT apply the 3 second rule. He was following TOO close for conditions. Maybe he was distracted such as texting od on the phone. He was not paying attention to driving; I want my car covered 100% or at least a much better offer. I have to pay for my car rental and then be reimbursed only a certain amount. I am only asking what is fair to me when it comes to getting my car fixed that was perfectly fine not even a year old. I believe the driver also may have received a ticket for distracted driving. I am so glad I called the police. And the driver ONLY wanted to exchange information. I probably wouldn't even be able to get my car fixed.
  
  Sincerely,
  
  *********************

  

  Business response

  03/21/2024

  As previously stated, due to the Complainants vehicle drivers sudden/abrupt stop, which contributed to the collision, a settlement offer and release form was forwarded to the Complainant for the amount of the approved estimate less applicable comparative negligence deduction.
  This complaint is completely without merit as the claim was properly investigated and a proper settlement offer was made.
  
  All rights and defenses are reserved, and none are waived or invalidated.
  

• Initial Complaint

  02/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have a Claim #**-283279. Please investigate. American Freedom Insurance is not paying full amount for rental during Car was in the shop for repair. Please contact also Auto Art ******************************************************************** phone *********** Car was there for more than 2 months with Bumper damage. Rental cost was ******** and American Freedom just offering me ********. I'm asking full amount ******** Please contact me for more explanations or bill to present.

  

  Business response

  03/12/2024

  Upon completion of the investigation and receipt of the requested documents, a settlement offer was forwarded to the Complainant for the approved estimate of damages. 
  The Complainant was advised that reasonable rental was handled on a reimbursement basis, and that a payment would be processed for the warranted repair time of the Complainants vehicle, upon receipt of a paid rental receipt.  Upon receipt of the Complainant's paid rental receipt, a release was issued to the Complainant to account for sixty (60) days rental at the previously agreed upon rate.  
  Upon receipt of the signed release the payment will be processed.
  This complaint is without merit as reimbursement of reasonable rental expenses was offered to the Complainant.
  All rights are reserved and none are waived or invalidated.

  Customer response

  03/20/2024

   
  Complaint: 21355863
  
  I am rejecting this response because: 

  I have a Claim #**-283279. Please investigate. American Freedom Insurance is not paying full amount for rental during Car was in the shop for repair. Please contact also Auto Art ******************************************************************** phone *********** Car was there for more than 2 months with Bumper damage. Rental cost was ******** and American Freedom just offering me ********. I'm asking full amount ******** Please contact me for more explanations or bill to present.

   

   

  If American Freedom Insurance not pay full amount I like to know why. 

  Please see Auto rental bill and Rental Reimbursement Settlement which American Freedom Insurance offering.

  
  

  ********************************;

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

  

  Business response

  03/22/2024

  The Complainant was advised that reasonable rental was handled on a reimbursement basis, and that a payment would be processed for the warranted repair time of the Complainants vehicle.  Upon receipt of the Complainant's paid rental receipt, a release was issued to the Complainant to account for sixty (60) days rental at the previously agreed upon rate.  
  Reimbursement of reasonable rental expenses was offered to the Complainant and upon receipt of the signed release the payment will be processed.
  All rights are reserved and none are waived or invalidated.

  Customer response

  03/22/2024

   
  Complaint: 21355863
  
  I am rejecting this response because:

  American Freedom Insurance doesn't want to pay full amount Car Rental cost was ******** . Instead, sending me Reimbursement Settlement offering 1,320.00..

  As been said for reasonable rental cost. I had been rented the least expensive Cars I could find on the market and additional, to safe a cost I used for one week family car. Means I did not rent at all when my car was 

  still in body shop. 

  I request to reimburse full amount $1.929.69 and explain what means reasonable rental. 

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

  

  Business response

  03/26/2024

  Upon receipt of the Complainant's paid rental receipt, a release was issued to the Complainant to account for sixty (60) days rental at the previously agreed upon rate.   
  Reimbursement of reasonable rental expenses was offered to the Complainant and upon receipt of the signed release the payment will be processed.
  All rights are reserved and none are waived or invalidated.

• Initial Complaint

  02/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was totaled (per insurance) in an accident December 10th,2023.I filed a claim by December 12,2023 and this company continues to give me the run around. My understanding is that,it takes the maximum of 45 days to complete a claim and it's almost double that amount of time. I need to know what they're going to do so,I can go forward with, my life.

  

  Business response

  03/11/2024

  Our investigation revealed that misleading information was provided by the Complainant Insured which was inconsistent with information found during the claim investigation. The Complainant could not provide an explanation pertaining to the inconsistencies.  
  Therefore, the claim was denied, and a denial letter was sent to the Complainant.
  This complaint is without merit as the claim was properly denied.
  All rights are reserved, and none are waived or invalidated.

• Initial Complaint

  02/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My insurance company is refusing my claim. They are saying I use my vehicle for work which I dont. They had me thinking adjuster was coming out to the body shop where my car was at and never came. Then canceled my policy. I know its a smaller company but to just deny my claim is wrong. I dont know how else to resolve the issue.

  

  Business response

  03/06/2024

  Our investigation disclosed that despite the signed statement of Non-Business Use, the loss vehicle, 2019 Dodge Grand Caravan, was used for the Insureds occupation/business purposes. Had the foregoing not been misrepresented, the Company would not have accepted the risk and the claim could not be honored.
  This complaint is without merit as the claim was properly denied.
   All rights are reserved and none are waived or invalidated.

  Customer response

  03/06/2024

   
  Complaint: 21333129
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************

  I never stated I use my vehicle for business. In the conversation I was asked what I do for work and I ****** stated I dont use my van for work. I def feel treated taken advantage of because this is unjust in my eyes being , being the consumer. Why would I purchase insurance I couldnt use? 

  

  Business response

  03/13/2024

  As previously stated, our investigation disclosed that despite the signed statement of Non-Business Use, the loss vehicle, 2019 Dodge Grand Caravan, was used for the Insureds occupation/business purposes, which was not disclosed on the application of insurance, as required.   Per the Complainants statements provided to this Company, he used the loss vehicle for his construction/handyman business purposes and transported his construction tools in the loss vehicle.
  
  Had the foregoing not been misrepresented, the Company would not have accepted the risk.
  
  Once again, this complaint is without merit as the claim was properly denied.
  
  All rights are reserved and none are waived or invalidated.

  Customer response

  03/18/2024

   
  Complaint: 21333129
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************** thats not acceptable on any level and I was never asked about my occupation before during application process. Furthermore I was asked what I do for work, not what did I use the van for. Ive only had the insurance since January and I was unemployed the time of the claim. The claim adjuster ask the same questions a lot of times none of me saying I use my car for business. This is a common practice in smaller insurance companies.

  

  Business response

  03/21/2024

  As previously stated,our investigation disclosed that despite the signed statement of Non-Business Use, the loss vehicle, 2019 Dodge Grand Caravan, was used for the Insureds occupation/business purposes, which was not disclosed on the signed application of insurance, as required.   Per the Complainants statements provided to this Company, he used the loss vehicle for his construction/handyman business purposes and transported his construction tools in the loss vehicle.
  
  The Company investigated all matters of this loss and obtained sufficient evidence warranting a denial.  The Companys position, which has been repeatedly communicated to the Complainant, remains the same.
  
  Once again, this complaint is without merit as the claim was properly denied.
  
  All rights are reserved,and none are waived or invalidated.
  
  

• Initial Complaint

  02/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Insurance company that does not play out any claims to anyone who submits a claim when their car has been a total loss a fraudulent insurance company that takes people money with horrible customer service and they deny 90% of all things that comes through to their company, they go through a third-party company and you are not even aware of this until its time to file an insurance claim They represent themselves under a company called insurance Navy. No one ever tells you that they are third-party insurance company.

  Customer response

  02/12/2024

  These are the documents that I received when I signed up for the insurance they never respond to me via email I always have to call them to get any information from them 

  I submitted my insurance claim 12/3/2023 and they never call so every time I called they would say my claim is under review until finally they told me they were denying my claim 

  I then did a little research on the company to find out this is what they do to majority of people that has insurance with them not good ratings at all 

  in the attachments you will find the name of the organization along with all the other requested details

  

  Business response

  02/22/2024

  This 12/3/23 loss was reported by the Complainant Insured on 12/4/23 who claimed that *************************, a person not listed on the policy of insurance, was driving the loss vehicle when he was rear ended. 
  Our investigation disclosed that the Complainant Insured had resided and the loss vehicle, 2019 ******* Santa Fe, had been kept in the State of *********, and not at the address stated on the application of insurance and the Complainant failed to provide any notice of address change to this Company, as required.
  Therefore, the claim was properly denied, and the Complainant was informed of the denial via mail and telephone on multiple occasions.
  Please note that the Complainant purchased their policy through an independent broker, Insurance Navy, who placed the policy with American Freedom Insurance - as supported by the documents submitted by the Complainant.
  This complaint is without merit as the claim was properly denied.
  All rights are reserved and none are waived or invalidated.

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a claim on my vehicle on 11/15/2023 ,I complied with everything they asked receipts and access to the vehicle and all the information they asked for and it is 1/25/2024 and my claim is still open and under review they have been telling me it was under review for the last 3 weeks at least , and I am still up until this point paying for a full coverage policy

  

  Business response

  02/05/2024

  Our investigation disclosed that there was no verifiable evidence that the alleged single party loss occurred during the policy period. In addition, the damages were not consistent with the alleged loss circumstances. Consequently, the claim was properly denied, and a denial letter was forwarded to the Insured.
  
  This complaint is without merit as the claim was handled properly and the Complainant was informed of the status of the claim.
  All rights and defenses are reserved and none are waived or invalidated.

  Customer response

  02/13/2024

   
  Complaint: 21199446
  
  I am rejecting this response because: I was not satisfied with the way it was handled the person who was the adjuster wasn't professional they basically said that the vehicle wasn't in great condition and that caused the problem and that I didn't have previous coverage which I proved that I did , it is against the law to right a policy and then process the claim in bad faith I paid for a full coverage policy and they basically didn't provide the policy or the coverage which against the law 
  
  Sincerely,
  
  *********************

  

  Business response

  02/20/2024

  In response to the Complainants rejection, our position remains unchanged in that there was no verifiable evidence that the alleged single party loss occurred during the policy period.  In addition, the damages were not consistent with the alleged loss circumstances. Consequently, the claim was properly denied, and a denial letter was forwarded to the Insured.
  
  Please note that the Geico documentation submitted was never presented to the Company prior to this rejection notice.  Once received,multiple Geico agents verified that there was no policy for the Complainant, or the vehicles listed on the alleged Geico declarations page.
  
  This complaint is without merit and has now also been referred to the National Insurance ************ for potential insurance fraud investigation.
  All rights and defenses are reserved and none are waived or invalidated.

*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. ↩