Business Profile

Insurance Services Office

Philadelphia Insurance Companies

Headquarters

Complaints

This profile includes complaints for Philadelphia Insurance Companies's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

12 total complaints in the last 3 years.
4 complaints closed in the last 12 months.

If you've experienced an issue

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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:02/03/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing a complaint against Philadelphia Insurance Companies for failing to fulfill their obligations under an open auto claim with their business that they have taken fault for, resulting in significant inconvenience, financial loss, and failure to comply with legal requirements.Details of the Issue:My claim (#*******) has been handled unprofessionally and negligently by my assigned adjuster, ******* *****. Despite multiple attempts, he has been unresponsive to both myself and the collision center handling my vehicle repairs.The company has failed to provide a rental car, which they are legally required to do under state law. As a result, they have not provided transportation for an extended period.The collision shop has completed repairs on my car, but I am unable to retrieve it because Philadelphia Insurance has failed to issue the necessary payment in a timely manner.There have also been billing issues, with checks being improperly sent out to myself. This issue began in mid-December and remains unresolved as of today.Impact:They have not provided a rental car and one had to be provided to me by the collision center working on my repairs since no one could get in touch with *******, causing significant inconvenience and loss of use. My repaired vehicle remains at the collision center because of Philadelphia Insurances failure to issue payment.I have been left with no clear path to resolution due to the complete lack of communication from my claims adjuster and the company as a whole.Desired Resolution:I demand immediate action to:Issue the required payment under a rush order to the collision shop so I can retrieve my vehicle without further delay.Compensate me for the loss of transportation due to the failure to provide a rental car as legally required.This matter must be handled swiftly and urgently, as Philadelphia Insurances negligence has caused me unnecessary stress, inconvenience, and financial harm. I expect a prompt resolution.
Business Response
Date: 02/18/2025
Response attached.
Initial Complaint
Date:12/06/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Would like my refund of $294.60.I canceled insurance on 10/29/24 they said they mailed out a check on 11/1/24 never received. It was mailed to my sister address. Called back our home was completed 11-19-24 gave new address which wasnt updated when I called on 12/2/24 he said he would email never received. Called back on 12/6/24 she said it would **** * weeks to issue a check!I am getting the run around they will not let you speak to the accounting department! Need a refund I was a customer over 6 years never late.
Initial Complaint
Date:10/01/2024
Type:Billing 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 am writing to formally express my frustration and disappointment with how my recent premium payment was handled, as well as the subsequent charges and penalties applied to my account. I received a notice from Philadelphia insurance stating that my premium of $495 was due by a certain date, which I promptly paid. However, after they cashed the check, I was surprised to receive a refund of $495, citing that I had paid too early. I assumed that this was due to being on auto-renewal or some other administrative reason. Unfortunately, this led to confusion when I later received a notice indicating that I had not paid on time and was now being assessed late fees. This happened two years in a ****** a result, I decided to cancel my policy. Despite this, I was charged a $127 penalty for just one month of coverage. I believe this penalty is unjust, especially since I had originally attempted to pay my premium on time, but the company's own actions (issuing the refund) created this confusion.Had I not been refunded the payment I sent in good faith, I would have remained a customer. The issues I encountered with this process have led me to reconsider my position. However, I am requesting that they cancel the $127 penalty and rectify this situation.Sincerely, **** *******
Business Response
Date: 10/15/2024
Response attached.
Customer Answer
Date: 10/16/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22364920, and find that this resolution is satisfactory to me.

Regards,

Matt Chmelka
Initial Complaint
Date:09/03/2024
Type:Customer Service 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.
Philadelphia Insurance Company's insured caused damage to my home, I had their adjuster in my home to take pictures and document the damage. This was in July and today is September 3rd and I have no evidence that a claim has even been started on my behalf.Can you imagine, they never called me to discuss the claim. After weeks of waiting and since it was water damage (July 15), fearing mold may be growing, after a lot of research on my own, I tracked down the insurance company handling the claim: Philadelphia Insurance. With a few more phone calls, I discovered the agent, a ***** *****, who was handling my claim. I was told she was unavailable and left a message. After not hearing, I called back a few days later, and I was told she would return my call. I did not hear and called again, then she left a message that she had the claim and was reviewing and would send it to me. She never did and I called and she said she needed my email. I called and left it on her vmail. When I did not receive the claim paperwork, I called again and she was not available, so I sent her an email and asked her to send me the paperwork. She did not but scheduled a phone appointment. I asked for the paperwork she had promised so I could look at it prior to the call. She made no response to my request so the day before, I canceled the call as I had not received the promised paperwork. Asking to speak with her Supervisor, *****, leaving him messages every time I called, he was never available either. I asked to speak with ******* manger, ******* ******. They took a phone number for me and said he would call me. I waited several hours for Mr ******** return call and called, they said they would take a message and have him call back. YEAH RIGHT!What a terrible company! Meanwhile, my floor is damaged and mold could be growing. Can you please help me. I wish I could show you documentation but they have sent nothing. Many thanks, ***** ***** **** Ins ************ Claim# *******
Customer Answer
Date: 09/06/2024
UPDATE: Once I told them I was contacting the BBB they did finally respond but have offered to repair only a portion of the damaged area and not the entire matching flooring. This will make it look like a patchwork quilt. This is unacceptable as they need to restore the damage caused by their insured so it has the same look and feel prior to the damage. They have also offered much less than I am being told it would cost to repair (less depreciation). I am getting 3 estimates and will submit those to this company. Thank you for your ongoing assistance with this.
Sincerely,
***** *****
Business Response
Date: 09/22/2024
Response Attached
Customer Answer
Date: 09/23/2024
There is no question as to the amount of water spilled on my wood floors. It was a large bucket filled almost to the brim and when the "***** Maid" picked it up by the lip instead of the handle it broke the bucket (because it was so full) and the water spilled all over my hardwood flooring. The "***** Maid" made it worse by taking a mop and spreading the "river of water" back and forth. The "***** Maid" further did nothing to help me get the water up. ***** Maid did replace my broken bucket.
The call that I cancelled was due to my request (several times) of Ms. ***** for the assessment after the adjuster came the first time, so I could review the paperwork before our call. As she did not comply after repeatedly asking for the paperwork, I cancelled the call and called her supervisor, who also did not return my call. After several tries with him, I called his supervisor and no return call.
The PHIL ********************** sent their adjuster back to measure the flooring that needs to match (they know I said it needs to match as it is the same flooring, not that it was damaged) and I am awaiting the updated appraisal, which was over a week ago and so far no word.
I called this past Friday and they said they would get back to me. I am still waiting.

Customer Answer
Date: 10/04/2024
I accepted the latest amount offered and docusigned but yet, they keep sending me an older contract offer with a lesser amount..... telling me it is about to expire on October 4th. So in fact, nothing substantial has occurred, as they continue to play games.
Business Response
Date: 10/14/2024
See second response attached.
Business Response
Date: 10/14/2024
Supporting materials attached.
Customer Answer
Date: 10/29/2024
I tried unsuccessfully to reach BBB to let you know that I received the above offer and accepted it. Thank you for your assistance in this matter.
Initial Complaint
Date:06/26/2024
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 contacted the insurance company on April 27, 2024 to file a damage claim on my 1991 GMC Sierra ****** truck. My vehicle was damaged by a pile of rock and sand that was discharged from a dump truck prematurely as it was getting off the road into a construction zone. I spoke to an adjuster and had a field agent visit my home several days later to assess the damage, take pictures and take a statement of what occurred and complete an estimate. All of which was completed about a week later. Since then my claim has been handed off from ******************* to ************************* by supervisor *********************** due to the lack of response from *****. ************************* has since then done nothing to help resolve my claim. I have contacted him on 5 different occasions and contacted the company exactly 10 times with today being the last to try and resolve my claim. Philadelphia Insurance has not contractually met its obligations and has continued to allow my claim to sit in limbo and has intentionally done so. My truck was damaged, I was told that my policy would cover the claim and now its only excuses after excuses to not pay up. I have had an absolutely terrible experience and would never recommend anyone use Philadelphia or Grundy Insurance. I will make sure to share my experience with all of my fellow automotive enthusiast so that they do not have to go through this horrible and unnecessary process. Today is June 26th 2024, that's over 2 months!! Absolutely Ridiculous, horrible customer service. ************************* and *********************** should be held accountable. I cannot provide the total estimate or cost of repairs determined by the field agent hired by Grundy/Philadephia insurance because they will not provide me with that information. I can estimate it costing approximately 8-10k but who knows what the insurance company will say or do to not have to pay the claim.
Business Response
Date: 07/10/2024
Response attached.
Initial Complaint
Date:06/03/2024
Type:Order 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 canceled my auto policy April 18, 2024. I had purchased the policy 01/03/2024 for a 1969 Chevelle. I sold the car and notified the carrier of the policy Grundy World Wide of the cancellation. I have called multiple times and emailed and am given different dates that the refund was mailed. Currently have been told it was mailed 05/28/2024; however, no refund received. I am trying to get my refund and hoping you can resolve this for me. Sincerely,*************************
Business Response
Date: 06/17/2024
Response attached.
Customer Answer
Date: 06/17/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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
Date:03/22/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I aimed to renew a policy and paid ($125), after submitting the payment the system didnt show the updated policy. I call the company, and they tell me the policy I was updating was expired and I would have to reapply. Im told they would issue a refund check of the total amount (which would take 10 day to process). Frustrated and confused to why they couldnt fix the issue on their end, I agree to wait for the refund by mail.After a couple weeks I noticed the refund check never came so I do a follow up call to check the status... The woman I speak to tells me it was sent out, but the address she reads back is wrong. She then proceeds to update the address and resend it, but that never comes either. I call back weeks later and the next woman I speak to tells me the address is wrong again! Tells me shell have it sent out and will give me a call when its on its way. Its been two month now with no follow up call and no check has come.All in all its been 5 months (October 19, 2023 (first call) to today March 22, 2024) of back and forth with no resolution. I honestly feel there was never a check coming, cause the first guy I spoke to updated the address on file. This company has just ran me around and stalled over and over, probably thinking one day the customer may just forgets the refund or fatigue out of the process.
Business Response
Date: 04/15/2024
Response attached.
Initial Complaint
Date:02/02/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing this letter to express my deep dissatisfaction and concern regarding the unethical behavior exhibited by Philadelphia Indemnity Insurance Companies in the cancellation of the bond related to our surety bond (Bond # PB12237402208). This issue has caused significant distress and financial implications for our company Pegas Logistics, LLC.On 1/4/2024, we were informed of the sudden cancellation of the bond without proper explanation or justification. This action has not only jeopardized our business operations but has also damaged our reputation within the industry. We believe that such a decision was made without due diligence and without considering the impact it would have on our business.Due to a baseless claim, our bond was canceled. Upon receiving the email that a customer opened a claim on us we promptly reached out to the bond issuer to resolve the issue. The client's claim was denied and the case was closed. The bond was supposed to be reinstated but the insurer refused to reinstate the bond and refused to refund the money. We tried numerous times to contact them but they are saying that they are trying to exit the Surety Bond business and are not willing to reinstate the bond or refund our money. We believe in fair business practices, transparency, and ethical conduct, and we expect the same from the organizations we choose to partner with. We trust that you will take this complaint seriously and work towards a satisfactory resolution.
Business Response
Date: 02/16/2024
Response is in the attachment.
Customer Answer
Date: 02/16/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 21235975

I am rejecting this response because: The first claim was resolved in our favor and also the second claim was also resolved and there are no outstanding claims. All baseless claims were resolved. We spoke with the agent about reinstatement and it looks like there is an internal understanding that bond doesn't get reinstated because Philadelphia is getting out of Surety Bond business. I spoke with few people who work for Philadelphia and basically they were saying that we are getting out of surety bond business and kept shifting blames asking us to contact different people at different department. The unethical act is very clear from the company and you can see from their response that they are using resolved claims to make it look like we are a bad business.

Regards,

***********************
Initial Complaint
Date:08/08/2023
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.
Our classic car caught fire 7/7/23. We immediately called Philadelphia Insurance to report the fire and spoke to the examiner ***************************. The car was towed to Two Guys Restoration and repair to await the appraiser(*********************). The appraiser viewed the car on 7/10/23. We received the appraisal dated 7/12/23 in the mail. The appraisal indicated they would not cover the cost of the carburetor. We questioned this and they sent a copy of part of our policy which states they would not cover damage due to mechanical or electrical failure or breakdown. We believe as does our mechanic that it was not mechanical failure of the carburetor but that residue from the gas tank may have plugged up the valves which cause the gas to overflow and ignite. The car is well taken care of and serviced. We have all invoices. There was no problem with the carburetor. That's the first problem. The next is the amount of the appraisal even minus the deductible and the carburetor still does not cover the cost of the other repairs. We emailed the invoice from the mechanic to *************************** at Philadelphia and were told he sent it to the appraiser and any disagreements between the shop and the appraisal the shop was supposed to send invoices etc to the appraisal company. ************ has called several times and left messages and none have been answered. It appears the insurance company is no help to us at all. And lastly. We found that the insulation under the hood of the car needs to be replaced and we are not sure how to submit this bill. The check they sent to us has not been cashed. We have had the car partially repaired and are unable to pay the garage. I cant understand why Philadelphia insurance is unable to help with any of this and why calls go unanswered. The mechanic is actually trying to help but gets no response from the appraiser or the insurance.
Business Response
Date: 08/25/2023
Philadelphia Indemnity Insurance Company did handle a fire loss for this customer. We contacted our insured and an appraiser was assigned to inspect the damaged vehicle immediately. During the inspection of the insured vehicle both the appraiser and the repair shop technician agreed that the cause of the fire was a malfunction of the vehicle’s carburetor. Mechanical Failures are not covered by this insurance policy, so the carburetor was left off the original estimate. We promptly issued payment for all the resulting fire damage but not for the failed carburetor. After further discussion with our insured, in a good faith effort to resolve the claim, we agreed to pay for the carburetor. In addition, our appraiser reviewed the missing hood insulator and agreed to add it to the original estimate along with additional labor requested by the insured’s shop of choice. Payment in the amount of $1,102.63 was issued for the carburetor, hood insulator, and the associated labor to the insured on 8/9/2023. Thank you.
Customer Answer
Date: 08/30/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:
The total cost of the repair(submitted to the appraisal company by Two Guys) is $2773.06. Philadelphia Insurance paid a total of $1934.88. After we pay the deductible of $500, we will still have to pay an additional $338.18. I'm not sure what they are not covering as we never received an updated appraisal, but other than the deductible I don't think we should have to pay anything. Also, just for the record ,the repair shop tech was never consulted about the appraisal and certainly did not agree the carburetor was faulty. Further the only communication we received from ******************* was an email that he had submitted the bill from the garage to the appraiser and had nothing to do with the discrepancy.

Regards,
*************************
***************************
Customer Answer
Date: 08/30/2023
The response from Philadelphia Insurance was not accurate. The repair shop tech was never consulted by the appraiser and certainly never agreed the carburetor was faulty. When we tried to submit the bill from the garage to ******************* we got an email that he had forwarded the info to the appraiser and had nothing else to do with it. Suggested the garage submit the bill to the appraiser even though he had. There has been no communication from Philadelphia at all since except the response they sent to you. Communicating with them is difficult to say the least. Also, the amount they paid for the repairs still leaves us paying the $500 plus an additional $338.18. They have not indicated to us what they are not paying for, but I dont feel we should have any expense over the deductible.
Business Response
Date: 09/21/2023
Philadelphia Indemnity Insurance Company requested our Appraiser again reach out to the insured’s shop of choice. In discussing all the charges made to the insured our Appraiser found that the shop charged the insured for additional items that were not presented to the Appraiser during the first inspections, two of these items were a $125 Tow and $100 Core charge for the damaged carburetor.
Our Appraiser was also presented with some additional labor which he approved and wrote a supplement estimate for $670.03. This supplement estimate was also emailed to the insured and a
check was issued to the insured for $670.03. To recap, the insured’s shop estimate and our Appraiser’s estimate now agree in amount, and the insured has been fully indemnified for all the insured vehicle loss related damages less their $500 deductible. Thank you.
Customer Answer
Date: 09/27/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.
I would like to thank the Better Business Bureau and ************ for all of their time and effort, without which this problem would not have been resolved.
Regards,

***************************
Initial Complaint
Date:06/29/2023
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.
I had an absolutely HORRIBLE experience with Philadelphia Indemnity Insurance Company. PHLY Ins. should be investigated by regulators. They were obligated by law to cover damages caused by their client. Due to railroading and not communicating by ******************* and *************************** it took 6 months to settle. This was on top of hundreds of emails and texts (most of them unanswered) that I had to send. They are awful in every way and completely unapologetic. They truly seem to find it funny to make victims have a horrific experience. What they are doing is illegal and immoral.
Business Response
Date: 07/07/2023
July 7, 2023
Dear *** ******* *****:
We are in receipt of your correspondence dated June 29, 2023 regarding the complaint filed by ******* ****** concerning his service issues.
Philadelphia Indemnity Insurance Company (PIIC) provided Business Automobile Liability Coverage to ***** ***** ************** Inc. under policy number *********** with effective dates of coverage of 10/25/2022 thru 10/25/2023.
The initial notice of loss was reported by PIIC insured on December 13, 2022. On December 15, 2022 liability was accepted and a licensed Appraiser was assigned to inspect the complainant’s auto property damages. On December 16, 2022, claims adjuster, ***** **** made contact with the complainant. We received the initial scope of damages, estimate, and photos on December 22, 2022. The claims adjuster contacted the complainant and payment was issued for his auto repairs on December 22, 2022. A supplement was received February 22, 2023. The claims adjuster emailed the complainant’s shop of choice a copy of the approved supplement and asked for clarification on total amount due, and if the repairs were completed. On March 1, 2023 the complainant’s shop of choice confirmed the total amount due and payment was issued. On March 8, 2023 the complainant advised the claims adjuster that he would like to file a diminished value claim, it was evaluated and an agreement was reached on April 6, 2023. We received the signed release on April 14, 2023, and payment was issued on April 20, 2023.
We believe we have handled this matter fairly and in accordance with fair claims practices. Should you have any questions regarding our response, please contact the undersigned or the claims adjuster, ***** **** at ###-###-####.
Sincerely,
Assistant Vice President
Customer Answer
Date: 07/13/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:
This claim was ABSOLUTELY not handled with fairness or best business practices. I have dozens and dozens of unanswered texts, emails, phone calls, and communications with the adjuster. I was threatened by collections agencies and the rental car company for the claim.
*********** was rude and dismissive as was his direct Supervisor *******************
I do not think this company should be licensed to insure and I've filed a complaint at the ** Insurance Commission regarding them insuring vehicles in **.

Regards,

***************************
Business Response
Date: 07/17/2023
July 17, 2023
Dear *** ******* *****:
We are in receipt of your correspondence dated July 14, 2023, regarding ******* ****** additional concerns regarding this case.
As previously reported, *** ****** vehicle repairs and diminished value claims were paid timely. We understand his concerns regarding the rental invoice. The invoice unfortunately was not received by the examiner from our vendor ***** through our claims system until May 1st, 2023 and paid on May 3rd, 2023. We are looking into this issue with ***** directly. The invoice was received by *** ****** from ***** and not a collection agency. A copy of that invoice provided by *** ****** is enclosed along with a copy of the check issued to *****. *** **** and I were both on the phone with *** ****** throughout this process and remained professional and advised *** ****** what we needed to finalize his claim as previously outlined in our July 6, 2023, response.
Should you have any questions regarding our response, please contact the undersigned or the claims adjuster, ***** **** at ###-###-####.
Sincerely,
Claims Supervisor
Customer Answer
Date: 07/17/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: ********

I am rejecting this response because:
In what business world is it ok for an insurance company to ignore 4 out of 5 communication attempts regarding monies owed, rental cars needed, or repair coverage requests? The service ************ and ********************** provided was not ethical or compliant with insurance law.

Regards,

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

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