Business Profile

Auto Insurance

Old American County Mutual

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Insurance.

Complaints

This profile includes complaints for Old American County Mutual's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

20 total complaints in the last 3 years.
5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:05/16/2025
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 may 8 I was rear ended and given this companys information but I can not get ahold of anyone and have left multiple messages The policy number given to me was smpr0028085 I just want to file my claim and get my car repaired but like I said I cant get anyone on the phone and no one calls me back after multiple messages
Business Response
Date: 05/28/2025
Good afternoon Better Business Bureau,

This is to acknowledge receipt of the complaint forwarded to our office.
Save Money, has responded on our behalf, stating their position regarding the complaint.
Please note that some information is confidential and for the safety of our insured, your discretion is appreciated.

Notify us immediately if you are unable to open the attachments.

Thank you.
Initial Complaint
Date:03/14/2025
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.
Vehicle was sideswiped by an OACM/Bluefire (**)policy holder. ***** third party agency (***), ** is violating Texas loss of use & Unfair Claims Protection Act. I tried to report the illegal activities of ** to ****. Email 2-25-25 @ 5:25 pm and message on 3-5-25 @ 3:28 pm via phone msg. No response from ****. Shortened Email: " I am writing to file a formal complaint against your TPA, Bluefire Insurance. Your insured, Lx Dx Ux (# TXOP0121578-000), sideswiped my vehicle on 12-30-24. A police report was filed, video evidence was submitted to Houston PD, and ******** has taken total responsibility for the loss. The ** Claim # ******************* Ins is violating Texas statutory and common law bad faith laws. I have pages and pages of documentation that can be discussed when a representative from **** reaches out to **** am writing you because ** will not reach a settlement for an accident that was the fault of your policy holder.Please direct me of how I am to file a formal complaint against Bluefire Insurance with Old American County Mutual. If you choose to call, rather than provide me the complaint process in an email, please leave a message with a phone number and the best hours to contact you.I made 3 requests within ** to speak to their Director of Claims/equivalent to report violations, but ** has not responded to an email since 2-28-25. Shortened Email - Notice is made that on 2-27-25, I requested to speak directly with ******** *****, Director of Claims, or his equivalent and asked for the email to be forwarded to him if I entered his email incorrectly. As of 3-7-25, I have not heard from Mr. ***** or his equivalent. ***** **********, ****** ******, and ****** ***** (an appraiser with a month of experience at Bluefire) continue to violate the Unfair Claims Projection Act. The request to speak with the ******** ***** or his equivalent remains ********* took 21 days for 1st call. ** agent TR said he could take 2 yrs to settle!
Business Response
Date: 03/21/2025
Good afternoon Better Business Bureau,

This is to acknowledge receipt of the complaint forwarded to our office.
Bluefire, has responded on our behalf, stating their position regarding the complaint.
Please note that some information is confidential and for the safety of our insured, your discretion is appreciated.

Notify us immediately if you are unable to open the attachments.

Thank you.
Customer Answer
Date: 03/30/2025
I am rejecting this response because I made multiple attempts to speak with Old American County Mutual to report the illegal activities of their TPA, Bluefire. This BBB report is another attempt to notify OACM that Bluefire has violated loss of use laws and the Unfair Claims Protection Act. **** does not allow victims to report these violations as no effort has been made on their part to respond to my phone call, emails, or BBB report filing. Instead, they have the violator respond.The violators are not even licensed agents.

Bluefires reporting of events is full of half truths and are very redacted. I have pages of documentation showing BF has violated Texas statutory and common law bad faith laws and have lost hope that **** will take action to combat illegal practices within their fiduciary responsibilities and their TPA. **** makes it impossible for victims to report illegal activities.

Bluefire accepted the estimate of $6,078.08 then only paid $5255.57. Bluefire negotiated directly with me for $770 loss of use of my vehicle but only paid out $270 with no explanation of the difference. They refuse to respond to email requests for explanation. ******** is an agency that forces victims to take losses or to file subrogation. I have documented negotiated rates.
Bluefire has essentially forced Towne Park to absorb the difference in loss because Towne Park is acting in good faith to make me (victim) whole while Bluefire and OACM work to cut their losses by violating loss of use laws and the Unfair Claims Protection Act.

Bluefire further victimized after using every delay tactic possible. These include delaying responses to the other insurance company, refusing to order a police report,refusing to collect video evidence from the Houston PD and stating that ******* ** refused to release the report and evidence, outright lying of when they spoke to their insured, refusing to send me requests through email, refusing to provide written explanation of why they were reducing the negotiated claim, and refusing to allow me to report their illegal activities to their Director of Claims or OACM.

OACM and ******** are partnering to violate state and federal laws.
Business Response
Date: 04/08/2025
Good afternoon Better Business Bureau,

This is to acknowledge receipt of the complaint forwarded to our office.
Bluefire, has responded on our behalf, stating their position regarding the complaint.
Please note that some information is confidential and for the safety of our insured, your discretion is appreciated.

Notify us immediately if you are unable to open the attachments.

Thank you.
Customer Answer
Date: 04/13/2025
I am rejecting this response because Old American County Mutual Insurance Company has not provided a pathway to report Bluefire, their Managing General Agent/TPA, directly to OACM for practices that violate state and federal laws. **** allows the violator, Bluefire, to operate without any reporting system. **** has not taken action to combat Bluefires illegal practices and are not taking fiduciary responsibility for their Managing General Agent.
The responses to the BBB by ******** employees do not include a name, title, or individual contact of a Bluefire representative. I am requesting names, titles, and indivudual contacts of all respondents to the BBB. I am seeking transparency.
I am AGAIN requesting the steps to file a formal complaint within OACM (not Bluefire) to report Bluefires illegal practices. Old American County Mutual has a responsibility to combat state and federal violations. The request remains for a director from Old American County Mutual to speak with me regarding Bluefires illegal practices.
A demand was and is made for a line by line explanation of any line item that Bluefire would not fully accept to be detailed in an email.Bluefire and Old American County Mutual has not provided the information.
A demand was and is made for the dates and daily rate of loss of use that Bluefire paid out. They sent a check with no explanation of dates or daily rate.
Here is some context regarding loss of use negotiations with Bluefire: The loss of use was negotiated via phone and email with ****** ******, Claims Adjuster and finalized by ***** **********, Claims Supervisor. Emails and phone conversations from me with Bluefire were very clear that I was seeking loss of use as it was consistently stated. I explained to ***** that I drive a Suburban with adjustable pedals for my own safety and that I do not drive cars without adjustable pedals because I am less than 5 feet tall. As we discussed, vehicle without adjustable pedals puts me too close to the steering wheel. If an accident were to occur I would be too close should the airbag deploy. ***** stated that Bluefire has a $25 per day loss of use value. I reminded ***** that Texas law allows me to be compensated for a like vehicle. He would not approve the adjustable pedals but said he would allow for four doors and seven seats. I stated that I could not find a like vehicle in ***** with a $25 daily rate and challenged him to find me one. ***** said I needed to submit the vehicle. I gave a screen shot of a full-size SUV for pick up Monday Feb 17 - Friday Feb 28. The total was $979.54 including taxes and fees. ***** said he would approve all taxes and fees except an $11 fee that was associated with a rewards program. The base cost was $708.71 without taxes and fees and did not include the loss of use for February ***** that ***** approved. I asked for this in writing. ***** did not respond with approval in writing until February 21 at 2:32 p.m. after a series of emails and calls. These evasive practices led to cancelled attempts to secure a vehicle from the airport that is 40 minutes from my home. We could not get Bluefires response in writing in a timely manner thus requiring us to forgo the rental and make alternative arrangements. At that point, I decided to use my right that Texas law provides. Texas law does not require me to rent a car to receive the negotiated loss of use. The law requires that I am compensated for a like vehicle and we negotiated a daily rate of $55 a day excluding taxes and fees. Per ***** **********, I am owed for $55 loss of use from February ***** totaling $770.
Jordan called me on February 24 to state that Bluefire would pay the supplement to the body shop. I asked if it was the full value and he responded that Bluefire is paying it and the check had been mailed to me. I then asked ****** to send me email communication stating the supplement was being paid in the entirety. After the call, I received the communication and the supplement was not paid in full. ****** tried to deceive me to settle a claim by stating ******** accepted the auto repair shops supplement and mailed the check. This is documented in a follow up email after the call.
My vehicle was left at the shop while efforts to negotiate continued. The vehicle was picked up from the shop on Friday, March 21 and the dealership was notified on Monday, March 24 that there was additional damage as a result of the accident. To date (April 13, 2025), there is an additional active supplemental claim in which a new appraiser was assigned, **** ******, Desk Reviewer/Appraiser-E. The demand remains that all communication includes me and is in email communication. Bluefire continues to disregard this demand.
Requested actions: 1) A director of claims from Old American County Mutual to contact me with the steps to internally report Bluefire through OACM, 2) line item explanations for any and all parts of a claim that were denied by Bluefire 3) payment of $55 a day for loss of use as negotiated for February *****, 4) unpaid supplemental payments prior to February 27, 5) all communication regarding claim through email with ******** ****** included
Business Response
Date: 05/15/2025
Good afternoon,

Attached is the response for the above matter.
Thank you.
Initial Complaint
Date:11/22/2024
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.
Sorry this would be in their system as **** ******** that is my father the main account holder Im on their as well in the policy , phone number for either of us is ************(me) or my dad might have his number in the account ************
but it is **** R ******** Policy NAME UNDER but we arent with them currently
Business Response
Date: 11/18/2024
Hello,

Please see our attached response.

Thank you.
Business Response
Date: 11/20/2024
Hello,

Please see our attached response.

Thank you.
Customer Answer
Date: 11/22/2024
This is the policy with both our names for clarification.
Customer Answer
Date: 11/22/2024
Hello I had an accident around May to June and my car was at a dealership for some repairs long story short I waited a long time for my check since they didnt want to fix my car and was declared as total loss had talked to an insurance man in my case after I received an email saying my car neeeded to be picked up and he said as well as another lady on a sec on call to not worry about it they would be paying it even after he send the voicemail saying it needed to be picked up since I had called to not worry about it and long story short the insurance didnt want to pay the deposit in my car being there I ended up paying 330$ out of pocket considering the approvals I got from the agents to leave my car there and they would take care of of it and I would like a refund of my money considering all these promises to me that you would hear on the phone calls to the insurance company, a refund or 330$ is what I would like back .
Business Response
Date: 12/03/2024
Good afternoon Better Business Bureau,

This is to acknowledge receipt of the complaint forwarded to our office.
Connect MGA, has responded on our behalf, stating their position regarding the complaint.
Please note that some information is confidential and for the safety of our insured, your discretion is appreciated.

Notify us immediately if you are unable to open the attachments.

Thank you.
Customer Answer
Date: 12/03/2024
This would be the receipt of the 330$ for the storage

thank you for your time!
Customer Answer
Date: 12/05/2024
I am rejecting this response because: Ive contacted the insurance and I still havent gotten my refund on the storage after sending my receipts as requested!
or a response back before the 10 day period ends I just would like yalll the insurance to please reach back about my refund or send a sell or check please.??
My images arent sending but I have the emails??
thank you so much!
Business Response
Date: 12/17/2024
We acknowledge receipt of the complaint you filed with the Better Business Bureau.
Thank you for the opportunity to review this claim. You first reported this claim to us on 7/2/2024. We began an
investigation into the claim that same day.
After completing our investigation and inspection of your vehicle, a check for the damage was mailed to you on
7/30/2024. On 8/13/2024, your vehicle was deemed a total loss after the repairs were started and we received a
supplement. Your total loss was settled on 8/27/2024 after we received the Affidavit of Salvage Retention. We
paid the lienholder and you on 8/30/2024. We spoke with you again on 10/3/2024 when you advised us that you
never received the payment for the total loss. We placed a stop payment on the check and reissued a new one on
10/10/2024.
Your letter to the Better Business Bureau was our first notice to reimburse you for the $330.00 for the storage fees
at the shop. We have requested that you send us the invoice from the facility. Once we receive the invoice, we
can review for reimbursement. Should you have any further questions regarding this claim, please feel free to
contact our office.
Sincerely,
****** C. ********

Customer Answer
Date: 12/18/2024
I am rejecting this response because:
I havent gotten a response after I sent my receipt,
but if u can get my reimbursement I will have no issue accepting just want to make sure yall are aware of this already been sent ????

thank you so much for your time ??
Business Response
Date: 12/24/2024
Please see response.
Thank you.
Initial Complaint
Date:08/08/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 7 th my car was involved in a hit and run. The ins company told me if they cannot get a hold of their client they will deny the claim I called to talk with a supervisor the agent **** would not let me talk to her wouldnt even let me leave a voicemail he was rude and hateful
Business Response
Date: 08/22/2024
Good afternoon Better Business Bureau,

This is to acknowledge receipt of the complaint forwarded to our office.
Venture, has responded on our behalf, stating their position regarding the complaint.
Please note that some information is confidential and for the safety of our insured, your discretion is appreciated.

Notify us immediately if you are unable to open the attachments.

Thank you.
Initial Complaint
Date:08/06/2024
Type:Order 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.
Claim No: OAL10691 Insured: ******** Paso ******** Policy No: ********* Date of loss: 5/19/24 An individual insured by the Old American County rear-ended my vehicle on 5/19/24. ******** Contract Adjusters have been assigned to handle my claim. They have determined my car to be a total loss. Around a month ago, ****** **** from ******** contacted me, offering approximately $2000 to settle the claim. I requested the information he used to calculate this amount but have not received a response in over a month. Recently, I found a similar car in comparable condition to my pre-accident vehicle, which was sold for $5000. Despite multiple attempts, I have not been able to reach ****** **** via phone or email. Based on my experiences, both Old American County and ******** Contract Adjusters have been the most unsatisfactory companies I have had to deal with in the past. I am looking for someone to fulfill their responsibilities and ensure a fair payout based on accurate comparisons, rather than lowballing me.
Business Response
Date: 08/15/2024
Good afternoon Better Business Bureau,

This is to acknowledge receipt of the complaint forwarded to our office.
***** A. ********, has responded on our behalf, stating their position regarding the complaint.
Please note that some information is confidential and for the safety of our insured, your discretion is appreciated.

Notify us immediately if you are unable to open the attachments.

Thank you.
Customer Answer
Date: 08/16/2024
I am rejecting this response because:
This company often makes low settlement offers that benefit them but harm the injured party, as evidenced by many complaints on the BBB. They determine their offers solely based on *** without considering other comparisons, choosing the lowest value instead. I have given them actual comparisons of similar cars that recently sold for much higher prices than what they are offering.

Although my car has a rebuilt title, it was restored to its pre-accident condition and evaluated as being in "good condition" by the company's own appraiser.
Business Response
Date: 08/28/2024
Good afternoon Better Business Bureau,

This is to acknowledge receipt of the complaint forwarded to our office.
***** A. ********, has responded on our behalf, stating their position regarding the complaint.
We have attached a copy of the confirmation page of what was uploaded to your portal.
We kindly ask that you confirm receipt of this email, as a confirmation for our records.

Thank you.
Initial Complaint
Date:05/17/2024
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.
March 25,2024-Signed up new policy. 03/25 Paid $****** 04/13 Paid ****** Policy Number: *** ********* Vehicle: 2013 **** 500 Agent Number: ************ location: ************************************************************************* I signed up for an auto policy with AMax Auto Insurance on March 25,2024. The agent I worked with was ******. A few weeks later, I noticed an incorrect address listed on my policy. I have no idea where that address came from. When I called to update it, I was informed that I needed to pay additional money to change the address. I agreed because I needed insurance, and the updated monthly payment would be lower and figured maybe it was my fault for not catching it sooner. I received my insurance card and the *** payment schedule at the correct address.However, today I noticed that the payment scheduled for 05/13 was not drafted from my account. When I went online to pay, I was surprised to find that the policy did not exist. I called the office and was informed that the policy was cancelled due to a missing photo of one side of the car.This situation is unacceptable. I submitted all the requested photos. For the entire time, I believed I had an active full coverage policy, but that was not the case. Furthermore, I received no notification of the policy cancellation.The representative I spoke with today suggested creating a new policy and promised that the district manager would call me. This is not an acceptable solution. I paid nearly $quite a bit of money and do not have an active policy, which prevents me from getting a state inspection and registering my car. I still have a car note to pay. I am concerned about potential first-party fraud or collusion due to the fact that the address was not one of mine and i never received notification for any thing need or policy would cancelled. In, addition when I called yesterday, they wanted more money from me for a new policy.Sincerely, ***************************
Business Response
Date: 06/03/2024
Good afternoon Better Business Bureau,

This is to acknowledge receipt of the complaint forwarded to our office.
United Automobile, has responded on our behalf, stating their position regarding the complaint.
We have attached a copy of the confirmation page of what was uploaded to your portal.
We kindly ask that you confirm receipt of this email, as a confirmation for our records.

Thank you.
Initial Complaint
Date:05/08/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed up for autopay for my insurance policy (TXOP0074178) on 04/12/2024 , the money was then taken out of my bank account on the due date 04/12/2024 . After my original payment of ****** was made I was then notified by my bank that I was being charged another amount of ****** with NO EXPLANATION on this charge. I then logged into my account to see what is going on with my insurance policy and I see that my policy was scheduled to be canceled on 05/03/2024. I then call customer service number to speak with someone, they said they do see I made the payment of ****** and not sure what the other charges where for and that they were going to reinstate my policy and fix the other unexplained charges on my account. It is now 5/7/2024 and they never fixed anything! They took my ****** payment without providing my the coverage under my policy. My policy was wrongfully cancelled. I made my monthly payment on time and did not receive what I paid for. I will no longer be doing any business with old county or it's affiliated company blue fire insurance. I would like a full refund since I did not receive cover for the month.
Business Response
Date: 05/16/2024
Good afternoon Better Business Bureau,

This is to acknowledge receipt of the complaint forwarded to our office.
Bluefire, has responded on our behalf, stating their position regarding the complaint.
We have attached a copy of the confirmation page of what was uploaded to your portal.
We kindly ask that you confirm receipt of this email, as a confirmation for our records.

Thank you.
Customer Answer
Date: 05/16/2024
I am rejecting this response because: 201.98 was taken out of my account and in the check that is "Said" to have been issued I see is only 112 . I have not yet received the check.
Business Response
Date: 05/22/2024
Good afternoon Better Business Bureau,

This is to acknowledge receipt of the complaint forwarded to our office.
Bluefire, has responded on our behalf, stating their position regarding the complaint.
Please note that some information is confidential and for the safety of our insured, your discretion is appreciated.

Notify us immediately if you are unable to open the attachments.

Thank you.
Customer Answer
Date: 05/23/2024
I am rejecting this response because: I was not refunded the full amount that was taken from my bank account.
Initial Complaint
Date:05/01/2024
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.
April 10th 9:45am when I follow the front car slowly stoped for the red light after 3 seconds a Ford150 pickup truck hits me. And push my car to the car in front of me. My rear glass broken and the glass pieces hits to my seat. My rear glass broken and my tailgate & rear ************ body got twisted as well. They all smashed up. Me and my wife got dizzy and still been pain and suffering. We have our attorney trying to talk with the insurance company (old American)but they seems really hard to pick up the call. They denied my claim because when the driver hits my car he has tools on his truck. Even though the drivers said that he wasnt in a business purpose! But the insurance company still keep saying they wont cover for business purpose for escape from my claim. Thats unbelievable and unacceptable.!
Business Response
Date: 05/13/2024
Good afternoon Better Business Bureau,

This is to acknowledge receipt of the complaint forwarded to our office.
Connect MGA, has responded on our behalf, stating their position regarding the complaint.
Please note that some information is confidential and for the safety of our insured, your discretion is appreciated.

Notify us immediately if you are unable to open the attachments.

Thank you.
Customer Answer
Date: 05/13/2024
I am rejecting this response because: The driver said he wasnt in a business purpose.
Business Response
Date: 05/20/2024
Good afternoon Better Business Bureau,

This is to acknowledge receipt of the complaint forwarded to our office.
Connect, has responded on our behalf, stating their position regarding the complaint.
Please note that some information is confidential and for the safety of our insured, your discretion is appreciated.

Notify us immediately if you are unable to open the attachments.

Thank you.
Initial Complaint
Date:04/01/2024
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.
This complaint is regarding the claim number CCB01308765 and policy number CCB01308765. The claim in managed by Connect MGA. The adjuster is *************************** **************. As determined by the police report and investigation, Old American's insurer was at fault for a vehicle crash that occurred on 2/13/2024. We have been trying to reach the adjuster for the past 3 weeks and there has been a complete silence with both phone calls or emails. Please resolve this claim as soon as possible with a check to repair my damaged vehicle. I have made multiple calls over the past 3 weeks and there has been no response from the customer service or the adjuster.
Business Response
Date: 04/09/2024
Good afternoon Better Business Bureau,

This is to acknowledge receipt of the complaint forwarded to our office.
Connect *************** has responded on our behalf, stating their position regarding the complaint.
Please note that some information is confidential and for the safety of our insured, your discretion is appreciated.

Notify us immediately if you are unable to open the attachments.

Thank you.
Initial Complaint
Date:03/02/2024
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.
My request is simple. Process my claim honestly.My vehicle was damaged by a driver who admitted fault. His insurer, Old American Insurance *********************************************** *****, through its representatives investigated and accepted 100% liability. Their processing agent, ********************** is very very sketchy. It is my belief that ********************** has engaged in document alteration, withholding documents and data alteration to the financial advantage of the Old American organization of interrelated companies. I have brought a few of these intuitional systematic deceptive trade practices to the attention of Old American president ************************************ If you, President ************ continue to claim, that my claim was processed honestly, then post Old American's claims handling policies, practices and procedures. No bla, bla bla to confuse the issue. Just post the policies in response to this post. Then the BBB and the readers can encourage Old American to be honest.
Business Response
Date: 03/13/2024
Good afternoon Better Business Bureau,

This is to acknowledge receipt of the complaint forwarded to our office.
Venture *************** has responded on our behalf, stating their position regarding the complaint.
Please note that some information is confidential and for the safety of our insured, your discretion is appreciated.

Notify us immediately if you are unable to open the attachments.

Thank you.
Customer Answer
Date: 03/21/2024
Like ******************************** BBB complaint, the Old American claims processing agent ************************ tried to dodge claim responsibility by "having trouble contacting their insured". To avoid claim denial, I helped them find their insured.
For my BBB claim, I do not accept the response of the business.

Their response is consistent with Old American County Mutual's policy of dodge, delay and under pay. President *********** has allowed his representatives to be deceptively inconsistent with the method for determining total loss and fair market value.

As, ************************** knows, insurers have a "duty to explain".

Excluded from their comparable evaluation for a *** claim were the *** vehicles matching the claimants make model and year. The majority of the included vehicles were from ******* and went as far away as *********** metroplex. Why are the substandard vehicles that are a 2-day round trip away in? but the claimant matching local vehicles out?

Old American uses an adjuster claim shuffling process, which is designed to confuse the claimant and run out the clock. This practice creates financial pressure on the accident victim to accept a low-ball offer. The individuals adjusting my claim have used different criteria in determination of "total loss". In a company deserving to be licensed in *****, an honest company, those criteria would be the same. Those criteria would be written down as a policy. What is Old American's total loss determination policy? Publish that policy here for all to see.
Business Response
Date: 03/25/2024
Good afternoon Better Business Bureau,

This is to acknowledge receipt of the complaint forwarded to our office.
Venture *************** has responded on our behalf, stating their position regarding the complaint.
Please note that some information is confidential and for the safety of our insured, your discretion is appreciated.

Notify us immediately if you are unable to open the attachments.

Thank you.
Customer Answer
Date: 03/28/2024
I reject the response because they still refuse to address the request of my complaint.
Better Business Bureau
********************************************************************
Dispute Resolution Department

Complaint ********/ 3rd request for honesty in this forum

Dear BBB Dispute Resolution Department,

As you can see, more dodge and delay to try and run out the clock. Let me try again. What is Old American's total loss determination policy? I request Old American 3. Tell the Truth 4. Be Transparent 5. Be Responsive.

Please note the deceptive nature of Old American's response. " Venture ************** has responded on our behalf, stating ***their*** position regarding the complaint."
What possible reason does Old American President *********************************** have for withholding the requested information. Well, there is.... delaying the claim payout to put financial pressure on the claimant to force acceptance of a low-ball offer. Do I need to submit a new complaint just addressing Old American?

BBB may recognize 3. Tell the Truth 4. Be Transparent 5. Be Responsive as part of their Accreditation Standards. So far Old American's response has fallen far short of those standards.

As a heads up to the BBB. I recently visited ***************************************************************** office. Who would have thought you could just get buzzed in. I was able to share the unethical behavior of Old American with her staff. It is likely I will be passing these email communications and company responses on to the constituent advocates.

Sincerely,

*******************************
Customer Answer
Date: 04/05/2024
August 18, 2023

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

Dear ***************************

In June of 2022, the position of the *** was that ***/Old Am "will not be repairing the vehicle as the the repairs exceed the actual cash value of the vehicle". Without looking at the numbers or the underlying data, the *** position seemed to be consistent with the information that was, and still is, on the *** web site. (see attached) [We will not address the issue of unscrupulous organizations manipulating the underlying data to their financial advantage at this time].

Well known experts at **************************************** dispute the *** claim that the *** repair cost estimate of $10,634.40 is greater than the *** actual cash value estimate of $13,800. Their conclusion is that $10,634.40 is less than $13,800, making the ******* car repairable according to the June 2022 *** criteria.

In an April of 2023 email to President ************ I attempted to collect any additional underlying data to make sense of the *** position. A review of the Booth response will show that I was unsuccessful.

After having their June of 2022 position disproven, *** seems to be taking a new position that ***/Old Am will not be repairing my vehicle because "the estimated cost of repairs were $10,634.40, which is over 70% of what our appraiser determined to be the total loss value of your vehicle".

It will not surprise any fair minded person, that this change from June of 2022 to April of 2023 is most likely a financial benefit to ***/Old Am.

Please investigate and confirm that the Total Loss determination of my claim has been conducted IAW the Old American claims handling policy and provide a written response detailing the results of your investigation.

Given the sketchy things that have already happened with my claim, I request you send me a copy of Old American's claims processing policy. I request a copy of Venture General Agency's claim handling policy.

Thank you for your timely attention to this matter.

Please confirm receipt of this communication.

Sincerely,

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

Communication to be delivered to above address

Customer Answer
Date: 04/05/2024
*********************,
I mentioned ******************************** complaint earlier. He complained that representatives of Old American's group of companies try to dodge claim responsibility by "Having trouble contacting their insured". They unsuccessfully tried that with me. They did the same thing to *******************. I don't think she ever complained to the BBB. Most people under 40 don't.
The reason I'm trying to pin them down on Old **********************'s claims policy is that the processing agent keeps moving the goal posts. It has been almost 2 years, and They are trying to run the clock out on me. They do that alot too. They ran out the clock on the granddaughter of a friend of mind by switching adjusters and not returning phone calls. She was a waitress.
Back to my complaint. I am happy with the help you guys are giving me. The reason I mentioned getting my congresswoman involved is to give you guys a heads up.
If I understood the *** guys correctly, the insurance companies are supposed to be consistent within their organization in their actual cash value determinations and their total loss determinations. It makes a big difference to me if my car is tagged unrepairable.
Thanks for your help.
Respectfully,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Customer Answer

Old American County Mutual is NOT a BBB Accredited Business.