Complaints

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:12/03/2024

  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.

  I have been with this company for over three months now and have paid them about 4000 dollars for doing absolutely nothing; and I recently asked them to file a form E document with the **************************** so I could provide non-emergency medical transportation, and they declined to do so. However, they did not cancel my policy because they want to continue to get the 1000 dollars a month that I am paying them. They want me to continue to pay them even though I am unable to provide services without the filing of this document.

  Business Response

  Date: 12/11/2024

  National Interstate Insurance Company (National Interstate) wrote a 12-month policy commercial auto insurance policy from 8/12/2024 8/12/2025 for Twin Cities Impact Cooperative to cover non-emergency medical transportation (NEMT). No initial Form E filing was needed as Twin Cities had not begun operation.  Following the binding of the policy, National Interstate discovered facts regarding Twin Cities that put into question the nature of its operations as compared to the description of operations submitted on the insurance application.  Some of those questions remain, including when certain services by Twin Cities will commence. When Twin Cities then requested a filing in November,National Interstate undertook efforts to verify the need for such filing despite the fact the insurable risk as provided on the application was not a complete representation of the risk and services to be provided by Twin Cities. Nevertheless,National Interstate has posted the filing to remain active for the duration of the current policy. Twin Cities request to cancel their policy also happened while National Interstate was verifying the requirement on the filing. This request has since been rescinded, and the policy remains active.  We trust that the consumers complaint has been resolved satisfactorily.  

• Initial Complaint

  Date:07/17/2023

  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 5/17/23 my car was struck in a parking lot by a Charter Bus. The owner of the business insures his drivers through National Interstate Insurance. The owner immediately called me the next day with a claim number and a contact(******** ********** *****). I had to call and leave messages with no response for two days. Finally he answered his phone and told me to send pictures of the car to his email address. They would do a virtual estimate so that I could schedule w/any body shop I choose. On 5/22/23 I sent him the 5 requested pictures plus a few more to show the extent of the damage. He kept stating it was "cosmetic" however, as witness said and I said, there is definitely more damages then a scratched bumper. The charter bus cut the corner too tight and got hooked on my passenger side of the bumper and ran the front of my car over. After several calls and messages finally on 6/5/23 I spoke to him. He said that the appraiser was changed to a new appraiser and he dropped the ball. A week later 6/13/23 I finally got the low ball estimate of 1,853.21 to replace my bumper assembly. I scheduled with ****** ******** on 6/28/23 for repairs. It took ****** longer than one day to get all items in order to send to the insurance. They found substantial damage (as suspected) and with the weekend and July 4th holiday they were delayed in sending the supplemental over to the adjuster. Because of this, he denied my rental car. He stated they would only pay for 5 days and that I needed to return the rental on 7/7/23. I had to call his supervisor and argue with him that this was not the way this should be handled. That I waited 30 days and now that they are reasonable and understandable delays I should have a rental. They extended the rental to 7/7/23. On 7/6/23 I spoke with the body shop who stated they could not order the parts until they approved the additional cost. Round and round and I am out of rental now because this company refuses to cooperate.

  Business Response

  Date: 07/19/2023

  National Interstate Insurance Company (“National
  Interstate”) received first notice of this loss on May 18, 2023. Our insured
  driver was driving a charter bus in a parking lot. After unloading the passengers,
  our insured driver began to turn around in the parking lot and struck Ms. ****’s
  parked vehicle on the right front side while it was unoccupied. National
  Interstate spoke to the insured driver on May 18, 2023 and spoke with Ms. ****
  on May 19, 2023. On May 22, 2023, Ms. **** provided photographs of her
  vehicle’s damage to National Interstate. National Interstate assigned an
  independent adjuster, ****** ********* ******** (“******”), to write an
  estimate of the damage based on the provided photographs. National Interstate
  reviewed a copy of the estimate provided by ****** on June 13, 2023. The
  estimate found $1,835.21 in damages to the right front bumper and grille and
  right front lamps. National Interstate contacted Ms. **** on June 13, 2023 and
  explained the process of payment based on the estimate, the possibility of
  supplemental damages found once repairs began on her vehicle, and the process
  for rental while her vehicle was being repaired. National Interstate issued a
  check to Ms. **** on June 13, 2023 for $1,835.21. ****** Collision, the body
  shop Ms. **** selected, contacted National Interstate on June 20, 2023 to
  notify the repairs to her vehicle were scheduled to begin on June 28, 2023.
  National Interstate processed the rental vehicle starting June 28, 2023 through
  Enterprise Rent-A-Car. The initial rental period was two days, based on the
  anticipated time for repairs to the vehicle. An email exchange between Ms. ****
  and National Interstate on June 22, 2023 explained the process to Ms. ****. On
  June 29, 2023, ****** Collision contacted National Interstate to notify the
  anticipated completion date would now be June 30, 2023 and asked for Ms. ****’s
  rental to be extended. ****** Collision confirmed they had not yet torn down
  the vehicle, but they planned to that day. National Interstate extended the
  rental vehicle through July 7, 2023. On July 5, 2023, ****** Collision
  submitted a supplemental report of damages to National Interstate and ******.
  The supplemental report indicated a revised repair time of five days. ******
  reviewed the report with supporting photographs and invoices and issued a
  supplemental estimate of $2,881.37. National Interstate spoke with Ms. **** on
  July 6, 2023 due to Ms. ****’s concern that her rental vehicle was only
  authorized through July 7, 2023. National Interstate agreed to authorize the
  rental vehicle through July 14, 2023, even though the delay was due to her body
  shop. National Interstate contacted ****** Collision to approve the
  supplemental estimate on July 11, 2023 of $2,881.37 and to request ******
  Collision’s W9 in order to process payment. Ms. **** contacted National
  Interstate by email on July 13, 2023, indicating that ****** Collision advised
  Ms. **** that the repair parts were delayed and would not arrive until July 17,
  2023. National Interstate spoke with ****** Collision on July 13, 2023 and
  confirmed this. National Interstate issued payment for the supplemental
  estimate in the amount of $2,881.37 to ****** Collision on July 13, 2023 and
  extended the rental vehicle through July 17, 2023. Ms. **** contacted National
  Interstate by phone on July 17, 2023, indicating that she had spoken with
  ****** Collision and confirmed work had started on the vehicle repairs.
  However, ****** Collision needed to order additional parts for the repair.
  National Interstate agreed to extend the rental vehicle through July 26, 2023.
  National Interstate advised Ms. **** to work closely with ****** Collision to
  prevent further delays.

  Customer Answer

  Date: 07/20/2023

   I am rejecting this response because:  It's only because I kept calling to see if the rental could be extended due to the parts not arriving on time, and my diligence with not accepting no for an answer.  The last email I rec'd from ******** stated that the rental was cut off on 7/14 and the body shop would be responsible since they are at fault for the delays.  This has been a horrible experience and I am in the middle of a bad situation.  I should not have to call daily to both entities to make sure they are doing their jobs.  The body shop has been very honest with me and kept me in the loop all along.  I can't say the same for this insurance company.  I feel since I am not their client, they could care less what I am going through to get my car fixed.  When I called back on Monday 7/14 both ******** and his supervisor Paul were out of the office for the week.  It was only until I spoke to another supervisor that I was treated kindly(******).  She was able to extend the rental for me so that the body shop has the ample time to do the repairs once the parts come in and I could continue my week with work and appointments and not worry if I was going to have a car to get me from point A to B.  I am sorry but this is a no brainer.  Your car is damaged and you get a rental until it's fixed.  I drove it damaged for 30 days.  I didn't ask for a rental until it was in the body shop.  I feel the insurance company and the body shop work out the details and leave me out of it.  I shouldn't have to hound the insurance company and call the body shop daily to make sure they are working on my car.  I am not a babysitter, nor do I work for this insurance company.  It's not my responsibility. There really should be a law against this.  By law I am allowed to take the car to a body shop of my choice, but the insurance companies do not like that, therefore, treat you terribly if it's not one of their 'preferred' shops.  As they timeline it out, sounds like they are doing a good job, but they leave out the details of me having to call daily to make sure I don't get stuck with a bill in the end.
  
  
  
  

• Initial Complaint

  Date:05/08/2023

  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 the evening of April 4, 2023, a Lifecare ambulance backed into my driveway hitting my parked car causing over $4,000 in damages. The driver, and the company supervisor were cooperative. Proving a copy of the drivers driver license, and the ********************************************* info. I filed a claim with National Interstate Insurance, **** Interstate Drive, Richfield, ** *****. Claim # ******. I spoke to the insurance company representative *********** - **********************, once. As per his request, I sent photos of the damage and an estimate for repairs. I also informed him that it will take up to 2 weeks to have my car repaired and Interstate is to provide me with a rental car, at their expense, until my car is repaired and back in my hands. I have since called Interstate Insurance countless times. leaving messages, and had NO RESPONSE. I also left multiple messages with ****'s supervisor, *************, with no response. Tis is unacceptable! I need my car fixed, and paid for. I am considering enlisting the services of a lawyer, passing that expense onto Interstate. I have copies of car estimate, and photos of damage if you would like me to send your way. PLEASE HELP!

  Business Response

  Date: 05/15/2023

  This claim was reported to National Interstate Insurance Company ("National Interstate") on April 5, 2023.  National interstate confirmed that our insured driver backed into the parked & unoccupied vehicle belonging to ************. At the time National Interstate did not have a phone number for *************  We were able to speak with ************ on April 18, 2023.  At that time we confirmed the facts of the loss, explained the process, and were advised that ************ elected to obtain his own estimate.  ************ was informed that once he submitted his estimate and photos we would contact him regarding the repair.   **************** car was drivable during this time.  We next spoke with ************ on May 8, 2023 where we confirmed receipt of his estimate/photos and agreed to follow up with him once they had been reviewed by our Independent Adjuster. We also confirmed with ************ that a rental car would be provided during the repairs. The estimate was approved on May 11, 2023. ************ requested that payment be issued directly to the body shop of his choice. National Interstate also informed ************ that a rental would be set up during the repair and that the file would be monitored for any supplements which may be presented.  We do not have any record of missed phone calls from ************, and have been working with ************ throughout the repair process.  Unfortunately there was almost a two week delay in making initial contact with ************ which did result in a delay to resolving his claim. We will continue to work with ************ during the completion of his vehicle repair.

• Initial Complaint

  Date:01/29/2023

  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.

  National Interstate
  Claim # *******
  Adjuster - ******** ***** *********************** ************ * **** I was hit by a driver covered by this insurance company. 1/21/2023 Even with a witness saying their driver was at fault they refused to pay for damages to a driver side mirror. The driver they cover was in a limo shuttle I was in the car in the right lane making a right turn their driver came into my lane hitting my mirror on the driver side as he wanted to make a right turn. They claim I merged into the left lane from the right lane to make a right turn. In what universe does anyone do that? That I caused the impact. It is a complete lie and not even a good one. I had to chase down their driver of the shuttle and get his information. Well only the company name and license plate became he refused to cooperate. I called ****** City ** police but sadly was placed on hold and no one ever answered. I have yet to contact legal representation as this maybe my next line of action if nothing comes of this. I m looking to get the damages caused by their client fixed.

  Business Response

  Date: 01/30/2023

  National Interstate
  Insurance Company thoroughly investigated the incident regarding Mr.
  ******.  Mr. ****** offered a statement along
  with the statement of his wife, a passenger in the car and owner of the vehicle
  supporting Mr. ******.  Both indicated
  that the left lane was merging into the right lane and that the ********* ********** of ****** (“***”) bus failed to yield.  The *** driver provided a statement that the right
  lane was merging into the left lane and Mr. ****** tried to ‘beat the limo” damaging
  his sideview mirror.  A passenger (non-interested
  witness) on the bus also provided a statement consistent with the *** driver’s
  statement.  National interstate is unable
  to determine the at fault party due to conflicting statements, however, the
  witness on the *** bus is a non-interested party who advised that Mr. ****** is
  at fault.  National Interstate has denied
  liability for this claim.  The loss
  occurred in ****** which follows modified comparative negligence law where
  comparative fault must be less than 49% in order to recover.  Our findings are more supportive that Mt. ******
  was at fault for this loss.  If Mr.
  ****** has additional information he can provide regarding the responsibility
  of ***, National Interstate will take any additional information under consideration.

  Customer Answer

  Date: 02/01/2023

   I am rejecting this response because: The passenger being driven by the ********* **** was being driven from a football game because they were all intoxicated. The driver of the shuttle refused to stop or admit a collision even happened. Now makes a false claim and has a drunk passenger as a witness. There were two lanes that became one the executive driver in the left to make a right turn. I was already in the right lane. As the driver stated he was in the left. He is admitting in the statement above he tried to merge into my lane and struck my vehicle. I m under no obligation to stop and allow him access to cut me off. ******** law states clearly a driver must have and maintain clearance before and during a lane change. He did not.  Striking my vehicles mirror. The evidence of the false claims by the executive limo driver are obvious. He wanted in my lane to turn right and tried to force his way in and struck me. I m demanding National Interstate Insurance except the liability of the driver they insure and repair my vehicle. Other complaints are filed with the BBB about this same conduct by this insurance company and their refusal to pay for damages. 
  
  
  
  

  Business Response

  Date: 02/07/2023

  National Interstate Insurance Company has investigated this matter including obtaining statements from the drivers of both vehicles, and witness statements.  The liability decision is supported by the investigation.  Therefore, National Interstate Insurance Company confirms its' liability decision. 

  Customer Answer

  Date: 02/08/2023

   I am rejecting this response because:
  
  
  National interstate insurance has changed its statements over time. It has chosen to protect its interests and use the word of their client as the findings of their investigation.  ******** ******* state a driver must have a clear path before and during a lane change. Their client did not have either. They admit their client was in the left lane and was in the right. The only route was a right turn out of the stadium. He merged into me in the right lane. I had no place to go and got hit. National Interstate is making up things about I merged in to the left lane and then changed to I speed up in the right lane to cause the accident. We where in bumper to bumper traffic leaving a football game. Speed up how?  They lie for their own self interest. I want my mirror replaced as their client caused the damages. 

• Initial Complaint

  Date:08/22/2022

  Type:Service or Repair 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 involved in an accident on August 4, 2022 with a driver carrying insurance from National Interstate Insurance Company and my insurer deemed the other driver at fault. The claims adjuster handling my claim attempted to contact the insurance company on August 5 and was able to open the claim, but all attempts to subsequently contact them and resolve the claim have been unsuccessful even up to now (Aug 22). The adjuster name who was responsible at National Interstate for this claim was ***************************, work phone number is ******************* and the claim number is *******. I have also attempted to contact **** and have left messages on voice mail but have not yet heard back from them. This has proven to be a headache for both myself and my insurance company as they are unable to move forward to close the claim until a response from National Insterstate Insurance.

  Business Response

  Date: 08/29/2022

  National Interstate Insurance Company has reviewed Mr. *** complaint.  National Interstate received its First Notice of Loss on Friday August 5, 2022.  The claim was called in by Progressive Insurance Company, Mr. *** insurance carrier.  Progressive failed to provide contact information for ******** at that time.  National Interstate contacted Progressive on Monday August 8, 2022, and requested Mr. *** contact information.  Progressive did not return the call or provide contact information for *********  ******** contacted National Interstate on August 22, 2022.  National Interstate returned Mr. *** call on August 23, 2022, at which time ******** indicated that he was going through Progressive for his car repair.  National Interstate followed up with Progressive on August 23rd as well.  National Interstate understands Mr. *** concern, however unfortunately National Interstate was not provided with any information to contact ******** until August 22, 2022.

  Customer Answer

  Date: 08/29/2022

   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.