ComplaintsforUtica National Insurance Group

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called and reported an accident involving a deer that jumped out in front of my vehicle. Claim was processed and was given to an agent that started to assist me. After I sent in the requested photos and video of the damage the company completely shut down all contact with me. I have called and left multiple messages which have all been ignored. I cannot schedule an appointment with a body shop for repairs until their adjuster evaluation comes through and it’s been a full week now with absolutely no contact. Continuing to operate my vehicle on the road with a broken headlight and a hole in my grill exposing half of my radiator to any and all debris on the roads, putting my life as well as the lives of others at risk.

  Business response

  04/03/2024

  This letter shall serve as acknowledgement and response to the complaint filed on March 28, 2024. The  complainant is insured with personal auto policy issued by Utica Mutual Insurance Company and was  involved in an automobile accident on March 20, 2024.  
  In review of our records, the claim was reported to Utica Mutual Insurance on March 20, 2024, by the  complainant. The adjuster had reached out to the Complainant that same day, at which time she went  over the facts of loss and his coverages. A link was sent to him to take the initial photos of the damages  and prepare an inital appraisal for repairs. At this time of our conversation the Complainant had advised  his vehicle was drivable. 
  The estimate was completed and on March 27, 2024, the adjuster spoke to the Complainant, following  up with an email, which included a copy of his estimate. We currently await further paperwork from the  complainant to be able to issue payment.  
  If any additional information is needed, please feel free to reach out to discuss.  Sincerely, 
  Cathleen V*********  
  FT Claims Supervisor 
  

  
  

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  hello, i had a bursting pipe at my rental property which i have insurance for the rental property with Utica. Claim# *********. i file the claim on January 28, 2024. I had extensive damage to my property. On January 31st an adjuster came too picture of the damages, i handed him the pipes that ere replaced (which he took with him) i had to go to work i even left him at the hose to complete his report and went to work. After not hearing from them after 6 days i contacted Susan W***** the claim specialist on February 5h, she said she's sending me a letter via email to please respond to it with explanations, which i did on February 5th. I have not heard from them since, I've sent countless emails asking for an update, no replies. On February 22, i called Utica's customer department explaining my issue and i was transferred to Susan W*****. I asked her the status and why i have not receive any replies to my email, she said her manager want more explanations and i'll receive an email on that date. I still have not heard from them. meanwhile my property is in shambles forcing me to consider selling at below market value due to the extensive damages. I need this claim to be process as soon as possible. thank you,

  Business response

  03/07/2024

  This letter is in response to the above complaint filed by ********** *********.The claim was reported to Utica on 1/28/24 with the loss date listed as 1/28/24.The description of the loss was noted as: “insured has no gas or heat - pipe burst on main floor of home causing basement flooding. Please contact insured. Insured states that she has cleaned up basement.”The policy in force for the date of loss reported was a ** ** ** (07/88). The complaint centers around the damages to the insured’s property and the pending resolution of her claim. Below is a timeline of events related to this loss.As previously noted, the loss was received on 1/28/24 and assigned to the handling adjuster on 1/29/24. Initial contact was made on 1/29/24 at which time the insured advised of the broken pipe and water damage to the dwelling. This is a rental property and the insured advised that the tenants were in the process of moving out the weekend of the loss. The loss was assigned to an independent appraiser to complete an inspection of the damages.The inspection was completed on 1/31/24 and the summary report, photos and estimate were uploaded on 2/1/24. The inspection showed the property to be in overall poor condition and there was no heat present. The inspection report notes the pipes were likely frozen and there was a question as to whether there was oil in the heating tank and if heat was properly maintained. The occupancy status was also in question.A request for additional information was sent to the insured on 2/5/24. The insured responded on 2/5/24 advising she was in litigation with the tenants and did not have access to the property. She also indicated that the tenants were on a heating program (HEAP); however, no documentation was provided for the tenant’s status or the heating as requested.On 2/22/24, we spoke to the insured and again requested information needed to assist in determining coverage for this loss. These items included utility bills and heating invoices for the past 12 months, plumber’s invoice and copy of the lease. Also requested was a copy of the city violation regarding the trash that was filed against the insured.The insured filed the BBB complaint on 2/23/24.As of 2/24/24, the insured is being assisted by an attorney.Due to the pending coverage concerns, a reservation of rights was issued to the insured on 2/26/24.While not all of the requested information has been received, the insured has submitted the tenant’s eviction notice along with additional documentation, that is currently under review.Once all of the requested documentation has been received, we will review for final coverage determination and move forward to resolve the claim.If there are any follow up questions, please contact me at the number listed below. Respectfully, Randall J. G*********Randall J. G*********Property Claims Supervisor ###-###-#### 

  Customer response

  03/10/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Mr. G********* Mentioned in the letter that the house was in poor condition, which was in accurate. Prior to the water damage the work needed were cosmetic repairs which was not substantial. Yes the tenants throughout all their junk in the yard which I had to clean up, that had nothing to do with the insurance claim. I have been an insured at Utica for a long time ( I think over 15 years). I’ve never had a claim before. The insurance company knows that this was a rental property and my policy states that.  At the time of the pipe burst I did not have possession of the property. The tenants fully moved out on February 1st. All that was relayed to Utica. I provided all of that information. I just need this claim to be approved and Utica to fair. This whole process is causing me immense stress.  Regards, ********** *********

  Business response

  03/25/2024

  This letter is a follow up response to the above complaint filed by ********** *********.Below are the concerns noted in the insured’s follow up remarks. We have attempted to address each of these concerns based on the information at hand.House was not in poor condition, damage was cosmetic At the time of the inspection, this was the condition of the property as noted by the appraiser. Some rooms had holes in the walls and evidence of prior holes where repairs had been attempted. A photo sheet is attached and page 33/73, photos 65 and 66 are an example. Some of the flooring was also in poor condition as evidenced on page 34/73, photo 67 and page 36/73 photo 71.The tenants threw junk in the yard which is not related to the insurance claim While the “junk” in the yard is not specifically related to the claim, the insured received notice from the city of this condition. The date the insured was notified is important as it relates to the timeline to help establish when the insured knew, or should have known, that the tenants had moved out.The property is a rental property Utica is aware this is a rental property and this is not in dispute.Insured did not have possession of the property at the time of the pipe burst This area is pending as we are attempting to establish the timeline of events. The insured advised the she went to the property on 1/27/24 in response to a non-compliant notice of excessive debris received from the town of Babylon.We have requested a copy of the non-complaint notice from the insured to assist in establishing the timeline of events and we have not received it yet. This was requested again via email to the insured’s attorney on 3/19/24.Tenants moved out on 2/1/24Again, we have requested documentation to establish a complete timeline of events. Would like claim approved We will gladly move to resolve the claim once all requested documentation is received. As noted previously, a list of the pending information needed was sent to the insured’s attorney on 3/19/24.The cause of loss is frozen pipes due to lack of heat at the property. Once all of the requested documentation has been received, we will review for final coverage determination and move forward to resolve the claim.If there are any follow up questions, please contact me at the number listed below. Respectfully, Randall J. G*********Randall J. G*********Property Claims Supervisor ###-###-####

• Initial Complaint

  06/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Utica National Insurance group ended up putting a second false accident for the same one on two different dates I was told from by *********** when i try to change insurance for these two dates august 23 and august 24th and somehow revoked my dad’s insurance for the same accident and made my insurance go up for months and I found out after *********** got confused about why there was a second accident two days apart and they did send a settlement knowing I’d pay more to in premiums than what it’s worth also i do not want *** ****** and ******* ******* taking settlement and car I get for this because it relates to my insurance premiums not the car itself I want a fully paid ******* sports car and a lump some of the amount of 10000 also you guys took advantage of a disabled person not smart

  Business response

  06/30/2023

  Please be advised that it is the goal of Founders Insurance Company to provide the best possible service.  A member of our staff has been in contact with the complainant and was able to confirm that there is only one claim reported in our system.  The complainant noted that the other loss may be under **** **** but again, there is only a single loss reported under the Founders policy.  Should we able to be of further assistance, we request that the complainant contact our claims department and we would be happy to look into any other further concerns.

• Initial Complaint

  06/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My car was hit my one of Founders insurers on 03/25/2023. I had to wait over a month before I could take it ti the body shop for repairs. Once I schedule the tome to drop my car off to the body shop on 05/08/2023, another surprise occurred. I was told I had to pay for the rental and I will be reimbursed once i return the car and submit the receipt. The repairs on my car was finished on 05/26/2023. I faxed a copy of the receipt from ***** and called to confirm that they received the receipt. I paid $595.82 to ***** *** ******, the reimbursement check I received was for $550.81. I called Founders left a couple of messages to the adjuster Erik *********, never received a returned call. I called and spoke with customer service and was told the $45.01 that was excluded from the check was taxes. I was told they do not pay the taxes. I informed her I wasn't pleased. I should not be responsible for paying any cost. Please assist

  Business response

  07/19/2023

  We have contacted the complainant and have corrected the error. We believe the matter has been resolved to her satisfaction.

• Initial Complaint

  04/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The accdient occurred 11/23/22, my claim has not been resolved. My claim specialist Nancy C******* (###-###-####) & manager Dan K******* (###-###-####) is aware of my issues. I sent the police report on 1/17/23 & didnt hear from Nancy until 2/2/23 when I initiated a call. Nancy confirmed Utica admitting fault & would pay for repairs, I had to call Claims solutions (###-###-####) to schedule an adjuster to inspect my vehicle. I repeatedly called Claims Solutions as no one would call me back, received extremely rude customer service & hung up on many times, an adjuster came out 2/11/23. The adjuster stated needed my vehicle on a lift to inspect the damage underneath. I tried many times to contact both the adjuster and Claims solutions to confirm a date to complete the inspection at ***** ****** and no one helped. After speaking to 2 Claims Solutions managers, the adjuster completed inspection on 3/9/23. Nancy didnt get back with me until 3/21/23 confirming the repair estimate & the estimate was sent to *****, both were under an agreement. ***** called me 3/16/23, 3/20/23 and 3/22/23 asking to call Utica as they didnt have an estimate & had not begun repairs. Later that day ***** confirmed estimate details were received & would begin repairs. Nancy confirmed I would receive a check by mail for repairs on 3/21/22. I called Nancy on 4/3/23 to inform check didnt arrive. Utica didntt have my apartment #. Ive given my FULL address to Utica multiple times before checks were issued & received letters from Utica when the claim initiated. On 4/3/23 Nancy confirmed she would place a stop payment on the checks which takes 3 business days & overnight new checks, I should receive them 4/7/23. As of 4/9/23, no checks received. Repairs completed 4/3/23 & Utica underestimated the labor cost around $350, when payment details were agreed upon.

  Business response

  05/01/2023

  Please allow this letter to serve as our response to the complaint filed on the aforementioned matter. The loss was reported to this company on December 2, 2022. As reported, the complainant’s vehicle, sustained damages when involved in a motor vehicle accident, with our insured, in Dallas, TX. The Claims Specialist assigned to investigate the subject accident, first spoke with the Complainant on December 8, 2022. During that conversation, it was explained that a liability investigation into the accident would need to be completed, which included review of the police report and statements from both parties. The subject police report was received, which supported that our insured operator ran a red light, resulting in the accident. During this time, however, in order to finalize liability, the Claims Specialist was still in need of a statement from the vehicle operator. As of February 2, 2023, we were still unsuccessful in securing a statement, however, decided to move forward and arrange a vehicle inspection. An inspection of the Complainant’s vehicle was completed on February 12, 2023. On February 16, 2023, we moved forward, accepting liability based on the statement provided by the complainant, the police report, and the damages to the complainant’s vehicle, On February 23, 2023, we were advised of potential supplemental damage and the need for a reinspection. At that time the independent Appraiser was contacted to finalize arrangements to inspect the additional damages and vehicle further. In addition, the appraiser information was given to the Complainant directly and to follow up with, if necessary. On March 16, 2023 the supplement was completed and check for the complainant’s damages were mailed on March 21, 2023. On April 3. 2023, The complainant contacted us to tell us he never received payment for his repairs. We discovered that we did not have his apartment number included in is mailing address. On April 5, 2023, we reissued payments to the complainant and mailed them to him to his correct address. On April 4, 2023, the complainant advised us that there was a labor rate discrepancy between the independent appraiser’s estimate and the dealership’s estimate. We contacted the independent appraiser and advised them to contact the dealership to finalize the totals of the estimate. On April 14, 2023, we received the final supplement from our independent appraiser with the correct labor rates and amounts. On April 17, 2023, we sent payment for the final amount on that same date to the complainant via overnight shipping. On April 20, 2023, the complainant contacted us and told he had not received the last payment. After a review of our file, we discovered that the final payment was not sent overnight. We contacted the dealership and made the final payment for the complainant damages via credit card over the phone. In closing, we feel that the Complainant’s claim is now resolved and we apologize for any delay’s that were experienced throughout the process. Should you have any questions with regard to the foregoing and/or the enclosures, please feel free to contact me at ###-###-####. Very truly yours, Dan K******* Material Damage Claims Supervisor

• Initial Complaint

  04/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Water damage happened at my house on 2/3/22. **** *** started mitigation the next day. I then received an estimate from **** *** for repairs on 2/18/22. The insurance reviewed, disagreed with the estimate and sent a check for less than the estimate on 3/4/22. **** *** was unable to complete work until insurance approved. I then obtained a second opinion to prove to insurance work needed to be done. I submitted that estimate on 3/14 with still no responses on repairs. It has been three months and no completed work. The repairs companies do not want to do the work until guaranteed the insurance will pay. I have two small children in my home and I have broken tile, wood, nails and electrical outlets and wiring exposed. This needs to be addressed.

  Business response

  05/23/2022

     ********-******** Insurance Company (hereafter, the “Company”) acknowledges receipt of a complaint filed by our insured, Ms. ******** *******, concerning our denial of coverage for certain cost of repairs to her home resulting from water damage.     This claim was reported on 2-3-22 with mitigation under way by *******, a contractor hired by choice of the insured. An Independent Adjuster from ******** **** Inc. was assigned by the Company and inspection of the property took place on 2-7-22.  The Independent Adjuster’s initial estimate was completed and their report was sent to an internal Claims Representative at the Company (see copy attached) and was approved for processing. A payment of $9,451.27 for the amount of the original actual cash value from the initial estimate of the Independent Adjuster was issued the same day to ******** ******* and her lender, ******** **** ********.  The insured was asked to have ******* provide the mitigation estimate so payment could be issued.  ******* did not return the estimate to the Company until 3-23-22, (see copy attached), and payment of $205.70 for water mitigation services was made same day. Ms. ******* made clear that she was unsure who she wanted to do the re-construction work that was needed to repair her property and that she may not want ******* to do it.. A request was made by the insured on 4-19-22 for a supplemental review of the claim. The supplemental review was conducted by ******** **** Inc. and a repair estimate was provided to the Company on 5-3-22 (see copy attached). This estimate was reviewed with the insured and it was explained to her that some items were agreed for payment by the Company, while others could not be paid without confirmation and proper documentation. A supplemental payment for review items that could be confirmed for the agreed-upon amount of $1,175.34 was paid to ******** ******* and ******** **** ******** on 5-18-22.  The Claims Associate contacted Ms. ******* on 5-19-22 to advise of supplemental payment and to request confirmation as to who she secured as a mitigation contractor in order to review their mitigation estimate. Ms. ******* did confirm that she used ******* to complete the mitigation work and that their original estimate was the one to be reviewed.  The claims associate discovered some overlap with their estimate and the reconstruction estimate and has reached out the ******* to discuss and have corrected.   Currently, the water mitigation repair estimate and evaluation are still pending as the insured has not confirmed who she had do the reconstruction work.  Additionally, the Claims Associate is making effort to work with both the insured and ******* to determine who performed the work and to obtain an updated, accurate estimate for cost of repair.  Without this estimate, we are unable to make any additional payment.  Once Ms. ******* provides her contractors information, the Company will begin the review process with that contractor to discuss our estimate and evaluate if any changes need to be made.    The Company believes we have paid the known damages according to results of our investigation based off documentation received to date. We maintain that we are in compliance with the policy expectations and state statutes. There has been no delay on the part of our Company’s Claims staff and the claim has been processed to date within legal time limits allowed and according to the Company’s underwriting guidelines and procedures.  The Company is more than willing to continue our evaluation of any documentation provided by Ms. ******* and her selected contractor.  If you have any questions, please feel free to contact me at [email protected].   Sincerely,     John G*****, Claims Supervisor – Property Lines Telephone:  ###-###-####   Enclosures  

  Business response

  06/13/2022

  June 13, 2022
  
  Ms. Lou Ann Pederson
  Better Business Bureau of Upstate New York
  100 Bryant Woods South
  Amherst, NY  14228
  
  Company:  ********-******** Insurance Company; NAIC:  12475
  Complainant:  ******** *******
  Claim #: 10307019; Policy #: 5490022 
  RE:  Complaint File:  17116221
    
  Dear Ms. Pedersen,
  
  This letter is in response to the complaint as filed above by our insured, ******** *******. 
  
  Utica National acknowledges receipt of Ms. *******’s request for a reinspection of her property due to concerns over the accuracy of our inspection and estimate prepared by our Independent Adjuster.   That request was not honored as Ms. ******* had provided a few different estimates from contractors she was not actually going to retain their services.   We had our IA review those estimates and it was discovered that each of them had different pricing and quality of the flooring in question as well as the amount of flooring needed to be addressed. 
  
  We did, however, reach out to Ms. ******* immediately and requested that she advise who she actually wanted to do the repairs so that our IA could work directly with them.  She eventually settled on a contractor, Paul Davis of Greater Richmond.  Our IA has been and continues to be in contact with Paul Davis working to secure the needed information for correct evaluation of the flooring materials.  An ITEL report was secured and the pricing is being adjusted accordingly.
   
  Since the securing of a contractor by Ms. *******, our IA has been in constant contact with the contractor and are approaching a resolution to the matter at hand.  It is our understanding that an agreed scope and estimate will be completed with this latest documentation recently provided by Paul Davis. Utica will be issuing any supplemental payments owed.  The matter is moving forward amicably with no known further issues. 
  
  Sincerely,
   
  
  John Gionti, Claims Supervisor – Property Lines
  Telephone:  (315) 734-2393
  

  
  

  Customer response

  06/18/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.While Utica National claims they are working with my contractor, they are still being difficult. They did update some items in the estimate, but I have still not been cleared to have my house restored because of the ongoing issues and debate they are having with my contractor. It has been 4 1/2 months with no work done. I need a resolution and agreement by the end of the week next week (6/24/22). Spiders and other insects are consistently crawling up through the exposed parts of my walls/flooring downstairs because repairs have not been completed. There are large nails that are a danger to my children.  Regards, ******** *******

• Initial Complaint

  12/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***** ******* ****** ******** holds a commercial insurance policy from Utica national. On 5/17/2021 we suffered a loss due to a hail storm. On 5/29/2021 the building was inspected and terms were agreed upon by the church and Utica National. On this date. 12.8.2021 Utica National has disputed agreeing to finalizing this claim with our roofing contractor. The church has met their deductible. Utica is now refusing to uphold their agreement with us to fund the remaining payment. We have sought resolution throughout this process and despite the insurance provider asking our contractor to use substandard materials, to violate code on replacing the roof and upholding to their contractual obligation with the church they refuse to pay what is owed to our contractor.

  Business response

  12/27/2021

  The attached documents are provided in response to complaint file *******.  I am unable to attach one (1) additional document (First Notice of Loss) that I will send directly to the Bureau via e-mail following this submission of documents.  If you have any questions, or further information, please do not hesitate to contact me at ***** ******** or e-mail, ************************************

   

  Sincerely,

   

  Kathleen P*****

  Compliance Analyst

   

  Customer response

  12/29/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Regards,
  ***** *****
  
  
  
  
  

• Initial Complaint

  11/18/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My vehicle was involved in an accident with a customer of Founders Insurance. Due to me not being at fault or even in the car when the accident occurred I chose to go through the customers insurance instead of my own. Since September 28th when the accident occurred I have had no contact with the claims representative even after leaving multiple emails and voicemails. It’s almost 2 months since this accident has happened and the last update I received was that they were “waiting to hear from the customer of Founders who caused the accident” I am now going on 2 months of having no car to drive.

  Business response

  11/19/2021

  On September 27, 2021, the complainant’s insurance company, *********** reported the loss. Our first interaction with the complainant was on October 8, 2021, when she emailed the handling adjuster advising that she was involved in an accident with a customer of Founders Insurance Company and that *********** Insurance Company wanted her to reach out to us regarding the accident. The handling adjuster responded to the complainant, advising that we were pending contact with our insured so that we could complete our coverage and liability investigation. The adjuster also advised that we had the police report, but if the complainant had any photos of the involved vehicles or of the accident scene to please forward those to Founders Insurance Company to assist in our investigation. On October 18, 2021, the adjuster spoke to the complainant and advised that our coverage investigation was still pending contact with our insured. The complainant advised she understood. On November 11, 2021, Founders Insurance Company completed their coverage investigation. It was determined that the 2008 Mazda 323 that was involved in this loss did qualify as a covered vehicle under our policy and coverage was denied. The handling adjuster called the complainant, *********** Insurance and our insured. Denial letter were also sent to all involved parties. NOTE: A copy of the denial letter that was sent to the complainant was emailed to ***** ***** at *********** Insurance. Attached is a copy of the denial letter sent to the complainant. If the complainant has any additional questions, she can contact the handling adjuster, Fred M***** at ************* if he is not available, she can press 0 and will be transferred to the next available adjuster.

  Thank you,

  Brandy N*****
  Litigation Unit Supervisor
  Founders Insurance Company
  ***************************** ***** ********* ******

• Initial Complaint

  10/24/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have an auto insurance policy with Utica. I got in an accident on Aug 28th, 2021, filed my claim #**********, and towed my car to a Utica approved body shop the same day. Since then I have called and emailed Utica Adjuster, Utica Appraiser and the body shop numerous times in the past 8 weeks. Until Oct 7th, Utica’s supplement estimate on a wrong vehicle. The adjuster falsely claimed a couple of times repair could start, but when I called the body shop, was told the estimates between Utica’s and the body shop’s were far apart, repair would not start. As of now in late Oct, they are still in back-and-forth negotiations on the supplement estimate, no end in sight, no repairs started.

  Business response

  11/08/2021

  The claim was reported to this company by the Complainant on August 30, 2021. As reported, the Complainant confirmed that he was involved in a motor vehicle accident, resulting in damages to the insured vehicle. The Claims Representative who was assigned to handle the matter first spoke with the Complainant on September 1, 2021. During this initial conversation, the facts of loss were re-confirmed by the Complainant and it was confirmed that the vehicle was going to be towed to his shop of choice.

  An independent appraiser, Doan was assigned to inspect the Complainant’s vehicle and the inspection was completed on September 3, 2021. The subject vehicle was still located with the insured at the time of the inspection and a preliminary appraisal was prepared. The appraisal was approved for payment on September 6, 2021 and the offer was made to the Complainant the next day.

  Following the initial payment, the vehicle was towed to the insureds shop of choice. Additional damage was found and a supplemental appraisal was prepared. An additional offer was extended to the Complainant on October 6, 2021, however it was determined that the supplemental appraisal was not agreed to by the Complainant’s shop of choice. Additional negotiations, between Utica National and the shop continued; however, we were ultimately unable to secure an agreed price for the repairs to the vehicle and back up shops were obtained.

  The Complaint was advised of the non-agreed price on October 26, 2021 and the subject vehicle was subsequently towed to a new repair facility. All charges that had accrued and the transport were paid for by Utica National. 

   

  As of today, an agreed price for repairs has been secured with the new repair facility and the parts have been ordered. The shop has advised that they will have the Complainant sign a direction of payment upon pick up and once received, the additional payment will be issued.

   

  We trust that this response fully answers any questions you may have regarding this matter. If there are any additional questions or concerns, please do not hesitate to reach out.

   

   

   

  Customer response

  12/23/2021

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I filed a BBB Complaint (ID #********) against Utica National Insurance Group on Oct 24th, 2021 because my auto claim (filed on Aug 28th, 2021) had been filed for almost 2 months by then, but repairs did not even start. As of today, Dec 22nd, 2021, another 2 months later, my claim is still open. The second auto shop told me that repair was done last week but would not release my car to me, because Utica was not responsive, won't issue additional payment they owe. You get an auto insurance policy, you trust the issuer would protect you in the event of an accident, issue funds and have my car repaired/replaced in a timely manner. This is what I get from Utica, after 4 long months in a pandemic, I still have not got my car back. I have to clarify a couple of things that are distorted in Utica's response to my Complaint (ID #********) on Nov 8th, 2021: 1. I filed my claim on Aug 28th (not 30th) and the car was towed to an auto body shop suggested by the representative when I filed my claim, so it was NOT my shop of choice. Phone record of my initial claim would prove that. 2. I am not sure what Mrs. ****** meant by "An additional offer was extended to the Complainant on October 6, 2021", because by Oct 7th Utica’s supplement was estimated on a wrong vehicle, different year of made, different color, different VIN. I have the copy of estimate to prove it.

  Settle my auto insurance claim without further delay
  
  Regards,
  
  *** ***
  
  
  
  

  
  

  Business response

  12/27/2021

  Good morning,

  The Company has attached our response to the additional request from the complainant concerning this file.  If you have any questions, please do not hesitate to contact me.

  Sincerely, 

  Kathleen P*****

  Compliance Analyst

  Telephone:  ***** ********

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

  Customer response

  12/28/2021

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  Regards,
  *** ***
  
  
  
  
  

• Initial Complaint

  06/22/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My policy ******* was cancelled by me effective 03-30-2021. I had already paid a premium of $561.00 which covered the policy for period of 1/27/2021 to 1/27/2022. I contacted Utica National several times and inquired about a refund. They originally stated that I would receive a refund after an audit was completed on the policy. When I contacted them on 6/22/2021 I was informed there was no refund they could show that was due. If I paid for 12 months coverage and my business stopped needing the coverage after 3/30/21, then I should have been refunded for the remaining 10 months.

  Business response

  06/25/2021

  June 23, 2021
  Daniel T******
  Director of Premium Audit
  Utica National Insurance Group
  
  Better Business Bureau – Complaint Response 
  Reference ID: ********
  Insured: * ******* ********** ***
  Policy # *******
  Period: 1/27/21-3/30/21
  
   Dear *** ***,
  This letter is a response to an inquiry ID ********.  Per review of our audit system the insured’s cancellation audit was in process and finalized today, 6/23/21.  The prior policy period audit needed to be completed and billed prior to the cancellation audit period could be audited.  The cancellation audit refunded $486 to the insured.  We have since communicated the audit results to the insured and will work with the insured on any follow-up communication.
  
  Sincerely,
  Daniel T******
  Director of Premium Audit
  

  
  

  Customer response

  06/25/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  **** *******
  
  
  
  
  

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