Complaints

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

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National General Insurance Company has 212 locations, listed below.

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  National General Insurance Company

  450 W Hanes Mill Rd Winston Salem, NC 27105

• 

  Adirondack Insurance Exchange

  550 Essjay Rd Buffalo, NY 14221-8237

• 

  National General Insurance Company

  250 Pehle Ave Ste 800 Saddle Brook, NJ 07663-5832

• 

  National General Insurance Company

  4455 Lyndon B Johnson Fwy Ste 200 Dallas, TX 75244-5906

  
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  National General Insurance Company

  827 W Grove Ave Mesa, AZ 85210-4931

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:03/09/2024

  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.

  On 10/11/23 A accident occurred the other person was at fault.National general insurance is there insurance company.. They came to the conclusion That their client was a hundred percent at fault.. I did not hear from them until I contacted my insurance company and ask for help.. They're Representative.Felycie Bertresse Contacted me in jan 2024... I let her know that's been 3 months and I had gotten my truck fixed She then told me to send The receipt So the insurance company could re embarrass me I sent her the invoice. then she says she needed the receipt i sent thar .. Then she turned around and told me. I needed to go back. And find the estimate. But the estimate is the invoice of what they bought in what I was gonna be charged to have my truck fixed. Now That I've sent all the proof in.Of me fixing my truck, including pictures of my truck fixed.She says that she cannot reimburse me the money i spent on the truck.witch was ***** on my truck ..

  Business Response

  Date: 03/15/2024

  Attached please find the Company's response.

• Initial Complaint

  Date:03/09/2024

  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.

  On Jan 2, 2024, NGIC policy holder ***************************** (Policy Number: **********) crashed his vehicle causing damages to my property. I was contacted by a NGIC representative, ***************************** (email: *************************** who requested that I provide a quote for the damage sustained as well as pictures from the incident. I emailed all requested information on Jan 13, 2024. I was provided with the claim number: *********. Despite my numerous attempts to obtain updates on the status of the claim, I have not received any response. My emails and calls have gone unanswered, and it has been quite concerning for me as I am seeking resolution for the damages caused to my property. The lack of response is raising concerns about potential bad faith insurance practices. I trust that NGIC values its reputation for integrity and fair dealing, and I am hopeful that this oversight can be addressed promptly.I kindly request that you provide me with an update on the status of the claim and expedite the process for the settlement of the damages caused by your policy holder.

  Business Response

  Date: 03/15/2024

  Please find attached our response. Thanks!

• Initial Complaint

  Date:03/09/2024

  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.

  I was in an accident on 7/10/2023, with severe damage to the front end of my vehicle (2018 Jeep Cherokee). I contacted and submitted a claim with this insurance company (Integon Insurance) the same day. After doing so, I contacted the preferred body shop of this insurance company and scheduled a date to drop off my vehicle for inspection and repair. As of 8/8/2023 the total cost of repair amounted to $13,149.44. I was informed that the damages were 80% of my vehicles value. I was never given the amount they valued my vehicle at, nor proof of how that number was calculated. Therefore I did my own research and got my vehicles value pre accident and post accident from several sources (one for example KBB - $11,453.00). Management refused to work with me and take care of this problem that was occurring, showing that they had no intention of providing customer service or showing good faith to a loyal customer. My vehicle has diminished in value greatly, resulting in more than $10,000 in negative equity. I feel that I need to be compensated for the vehicles negative equity, and or have my vehicle totaled so that I can get out of a car that I am so upset down, it is necessary to offset the diminished value due to the failure of deeming my vehicle as a total loss and a lack of acting in good faith.I have been quoted offers for my vehicle since the accident recently (attached document), to prove the significant loss of value that this accident has now caused, also showing the significant amount of money I would be carrying as a negative equity and causing financial hardship.

  Business Response

  Date: 03/11/2024

  Please find our response attached.

  Customer Answer

  Date: 03/13/2024

   I am rejecting this response because:
  
  The company fails to deliver satisfactory customer service. The fact that I keep being told the vehicle was repairable is a lazy excuse, knowing that anything even a totaled car can be fixed if you really want to. Pre loss I am being told my vehicle was valued at around 16k, the damages were up and above 13k, my gap insurance wouldve covered the rest. This company failed to ever ask me if I had gap, or look out for their customers best interest. I need to compensated in some way to be able to out of this now worthless vehicle, that this insurance company has made it. 

• Initial Complaint

  Date:03/08/2024

  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.

  Filled an insurance claim national general due to a leak coming from the shower in the master bath. Had American leak detection come out and they confirmed it was coming from the shower pan. Insurance adjuster says they wont cover it because its seepage, but clearly states in the plumbers report its a leak.

  Business Response

  Date: 03/14/2024

  Please see the attached response for complaint ********. Thank you!

• Initial Complaint

  Date:03/07/2024

  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.

  I am writing to complain about National General Insurance Company (****), and what I believe to be unfair practices.In November of 2023, I filed a claim with homeowners insurance (****) for apparent wind damage to the roof. We believe the damage actually occurred in August 2023.**** opened claim number *********. I also contacted a roofing contractor to provide a repair estimate. **** arranged for their contracted claims inspector to inspect, record and document the roof damage on December 8th. Our roof specialist (***********) was also present for the inspection. The **** inspector was uncooperative and rushed through the inspection, spending approximately 5 minutes on the roof. We have this documented with time-stamped photos. The **** inspection report was inaccurate, and missed numerous areas of damage which our contractor pointed out and documented. I complained to the **** desk claims adjuster that the inspection was inaccurate, and incomplete. We also provided photo evidence of additional damages not recorded by the **** inspector, along with our contractors estimate for repairs..After weeks of review, the **** desk claims adjuster agreed to send a second inspector to document and record the damages. This second inspection took place on February 20th, 2024 - fully 10 weeks after the first inspection. The second inspector noted considerably more damage than the first report and submitted it to the desk claims adjuster. The **** desk claims adjuster is now trying to state that the additional damage must have occurred after the initial event, and therefore a second claim must be filed to cover the additional damages. I have received a partial payment from ****, and they are attempting to close my claim. My roof remains damaged and unrepaired.This seems to be an attempt from the **** desk claims adjuster to reduce their overall payout, forcing the insured party to pay an additional deductible fee, and use their payout schedule to further reduce the value of the roof, again passing the costs to the insured. Furthermore, opening a second claim penalizes the insured, making it more difficult and more expensive to obtain homeowners insurance. In fact, **** has already doubled their annual fee for renewal of this property.I believe that the first **** inspector failed to properly inspect and record the roof damages, as was documented by our independent roofing contractor. **** is now using this in an attempt to disadvantage the insured, and reduce the total **** payout.I would like you to contact the ****, and have my claim consolidated and expedited for payment. Thank you,

  Business Response

  Date: 03/15/2024

  Attached is the Company's response to Complaint ID #********.

  Customer Answer

  Date: 03/18/2024

   I am rejecting this response because:
  
  It is our contention that the first inspector (IA) on December 8 performed his inspection inadequately.  We have documented photo evidence that the IA spent no more than 5 minutes on the roof taking photos.  He did not perform any physical inspection of the roof condition and did not work with our roofing contractor to identify areas of damage.  This inspection was hurried and incomplete.  Our contracted roofer (TSM) documented this with photo evidence, and submitted those photos to the desk adjuster.  Those photos show additional damages not documented by the IA.  Hence our dispute/rejection of the initial inspection and settlement.

  10 weeks later - a second IA inspects the property and finds even more damages to the roof.  It seems obvious and reasonable that during the 10 weeks of dispute that a damaged **** would continue to naturally decline due to various weather events.  The insured should not be held liable for the additional damages during the dispute period.  The second IA's inspection report can not determine when the additional damages occurred.  Those damages could have been present during the December 8 inspection, which was inadequate, or as the result of the extended dispute period.  The suggestion of the desk adjuster to open a new claim for the damages unfairly penalizes the insured complainant.  The desk adjuster has currently closed the original claim.

  We seek resolution that consists of all present and documented damages being consolidated into one comprehensive claim, with authorization to begin repairs in accordance with required building and manufacturer codes.  If an 3rd inspection is required by the National General insurance company, it should be done by a neutral party selected by an independent and neutral insurance adjuster.

  Thank you.

  Business Response

  Date: 03/22/2024

  Please see the Company's response attached.

  Customer Answer

  Date: 03/26/2024

   I am rejecting this response because:
  Thank you for your response dated March 22.  

  We contend that the documented photos sent to the desk adjuster OAB 2/12 (Attached - Fieser photo file) by our roofing contractor (TSM) already shows the additional damages that were not a part of the original IA sent by NGIC to perform the roof inspection.  

  Also attached is the estimate from TSM for roof repairs, and an additional estimate from Pro Cuts roofing.  We have selected Pro Cuts roofing to begin repair work on Friday 3/29/2024.

  We believe that yet another inspection by an engineer will not result in any further proof or determination as to when or how the damage to the roof occurred, but by all means, we welcome your engineer to inspect the roof yet again.  Please notify us soonest when the inspection is scheduled.  Repairs begin 3/29.  We have already wasted over 3 months of time to resolve this claim, and the roof and building structure are being subjected to unnecessary additional damages during the delay.

  Resolution desired - We will forward receipts for the payment of repairs.  We would like full reimbursement.

  Thank you for your time and attention to this complaint.

   

  
  

• Initial Complaint

  Date:03/07/2024

  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.

  I am writing to file a complaint against Direct Auto (National General Insurance) regarding their handling of my open claim (Claim Number: *********) resulting from a hit & run incident on December 30th.Despite multiple attempts to contact Direct Auto (National General Insurance) through various channels, including emails, I have not received any response or assistance regarding my claim. This lack of communication has left me feeling stranded and uncertain about the status of my claim.Adding to the frustration, the phone lines at Direct Auto (National General Insurance) are consistently busy, making it impossible to reach the company by phone.This situation has been ongoing since December 30th, and I have yet to receive any documents or updates related to my claim. The lack of responsiveness and the inability to reach them by phone are causing undue stress and frustration during an already challenging time.Furthermore, I feel scammed by Direct Auto (National General Insurance) due to their failure to provide the necessary support and information related to my claim.I kindly request your intervention in this matter to ensure that Direct Auto (National General Insurance) addresses my concerns promptly and provides the necessary information regarding my claim. I believe that their lack of communication, unavailability by phone, and the sense of being scammed are significant issues that warrant investigation.

  Business Response

  Date: 03/13/2024

  Please see the attached response. 

  Customer Answer

  Date: 03/16/2024

   I am rejecting this claim because the settlement amount above does not align with the latest information received yesterday. We agreed on a specific amount and that has changed. The lack of disclosure regarding this discrepancy has led to significant inconvenience and financial burden over the past three months. As a result of the prolonged process, I have incurred numerous additional fees, including extra principal & interest payments, rental car expenses while awaiting resolution. Moreover, the extensive delay has caused me immense stress, resulting in many sleepless nights, headaches, nausea and the entire situation is highly unacceptable, and I cannot accept the proposed settlement due to the substantial extra costs incurred. Please advise on the next steps to rectify this matter.
  
  

  Business Response

  Date: 03/22/2024

  Please see the attached.

• Initial Complaint

  Date:03/06/2024

  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.

  3 /6/2024, I paid $349.99 plus a $10.00 late fee. I tried to pay this account 3/3/24 & 3/4/24 but their Website would not accept my payment. It happens every month. I have to contact the **************** locally, to pay it over the phone. I resent them charging a late fee when their payment procedure is flawed. They don't even have an e-mail where you can voice a complaint. I hope to use another Insurance Company starting 4/5/2024. This has been a problem since 10/2023.

  Business Response

  Date: 03/08/2024

  Please see the attached. 

• Initial Complaint

  Date:03/06/2024

  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.

  I filed a claim in January 18 24, my vehicle was stolen. The truck was found the next day by a Sheriff with the perpetrator inside the vehicle, the perpetrator was sent to jail. We reported this information to the adjustor, after a month, he finally said the claim had been allowed and it was now being reviewed by the settlement adjuster and provided me the information. The new adjustor by the name of ************************* reached out, and reported the vehicle would be considered a total loss. He made an offer of total loss of about $13K, however if we kept the truck it would be different amount about almost $10K, and we later accepted the offer he made of almost $10K, he said he would be sending the settlement docs via email. Till this day I have not received the email, I been trying to reach him since last week, via phone, and email. I have also tried calling the team, left several messages, I am now trying to reach the regional manager or someone higher up, as we need the money to fix the truck. Till this day, no has has returned my calls, and its very unprofessional and inconsiderate not to follow thru with the consumer, such as myself. I need someone to reach out and provide the settlement documents so I can fix our truck that was considered a total loss.

  Business Response

  Date: 03/12/2024

  Please see the attached response.

• Initial Complaint

  Date:03/05/2024

  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.

  On Friday 02/23/2024 a client of National General hit my cars door which I have witnessed in person as it happened. The incident was reported to National General and I was assigned TWO different adjusters. First was ************************* with phone nr ************** and second ********************* with phone nr ************.Claim nr assigned to my case: ********* As requested I have submitted all the images and proof of the damage on the car door within 24 hours to ******************** She has briefly confirmed that she received the images and that she will be reviewing them. I reached out to her since several times to get any update on the case, havent heard back. She is refusing to respond to texts, emails, sends my calls to the voicemail and has not responded once since.Ive called the general phone number as well just to be told to go back to your country and got hung up.I spoke also to your agent ************************* today, March 5, and she screamed at me and was insanely verbally abusive and rude, borderline racist with her comment on my origin because of my accent. Not only General National is committing fraud and theft by refusing to pay for the damage caused by your insurer but also discriminates against the ethnic minority. Be aware of this, if this is not handled immediately it will be going to the media and court.The situation is unacceptable and I am demanding immediate action on this. There will be legal consequences.

  Business Response

  Date: 03/13/2024

  Please find the Company's response to Complaint ID# ********.

  Customer Answer

  Date: 03/13/2024

   I am rejecting this response because:
  
  Your person assigned to the case is delusional, inappropriate and highly unprofessional. Not only she cussed me out by the phone, called me idiot and told me to go back to my country (Im a U.S. citizen, sorry your company feels so strongly about the *************** and makes the decisions purely based on racist rhetoric) and also has NOT reviewed the images provided. 
  I also have in meantime obtained the footage of the nearby synagogue which shows that the driver insured by this company DID INDEED hit my vehicle and I also have witnessed it myself in full swing. 
  

  the decision to reject the responsibility is racially motivated as it was made VERY clear over the phone. 

• Initial Complaint

  Date:03/04/2024

  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.

  On February 20, 2024 I was involved in a hit & run with a driver who's insurance policy is with National General. After filing a police report, I filed the claim and provided all the information that I was asked for. They very quickly approved the claim and an adjuster was sent to my home and wrote me an estimate to repair the vehicle. I was told the other driver had taken responsibility for the collision and admitted fault. However, after dropping off my vehicle at the body shop the following day, I was told by the National General claims representative for the claim that "We are still investigating coverage for this loss so I cannot authorize a rental at this time. We are waiting on the police report to determine the driver as our driver is denying involvement in this loss. Prior to even confirming liability of their insured they went ahead and approved the claim and authorized repairs. I have had to pay for a rental vehicle out of pocket while this is all going on. From an insurance industry standpoint, that's just bad business.

  Business Response

  Date: 03/08/2024

  Attached please find the Company's response. 

  Customer Answer

  Date: 03/08/2024

   I am rejecting this response because:
  
  According to the responding police officer, he was never contacted and I provided the deputy's contact information the following day. So, it's not true that he was contacted on 3/5 as it states in the response.

  Customer Answer

  Date: 03/08/2024

  According to the responding police officer, he was never contacted and I provided the deputy's contact information the following day. So, it's not true that he was contacted on 3/5 as it states in the response.

  Customer Answer

  Date: 03/08/2024

  Attached

  Business Response

  Date: 03/12/2024

  Attached please find the Company's follow-up response.