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Business Profile

Property Insurance

Hallmark Financial Services
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Hallmark Financial Services's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 14 total complaints in the last 3 years.
    • 3 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.

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    • Initial Complaint

      Date:11/14/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I filed a claim with Hallmark insurance after I was hit by a truck they insure. The owner of the truck was not driving, her daughter was (they reside in the same home). I was stopped at light when I was rear ended. The driver was intoxicated and left the scene, but I was able to get many clear and identifiable photos of the truck, driver & plate. I waited a month, then I called to see what was going on with my claim and was told it looked like everything was in order and he wasn't sure why my claim had not been paid & closed yet, but he would have someone call me back. 2 weeks later I called and left message. 3rd week I called and left another message. Finally I got a call back from an investigator saying that the person driving wasn't on the policy so they were not going to pay. That same day I got a call from the person handling the claim who worked for Hallmark ins. She told me there was no coverage at the time of the accident so they wouldn't pay for the damages. I asked for proof and it's been another month and still I've received no communication from them on this matter. This is such bad business practice! I question their ethics. I've been more than patient and they have done nothing but lie to me. I live in AZ & here the insurance covers the car when someone else is driving. The owner(the driver's mom), obviously knew her daughter was driving her truck so insurance needs to pay for the damages. At the very least, they could send me proof that there was no coverage, if that's the case. But I got 3 different stories from 3 different people about my claim. I'm frustrated with this company & their unwillingness to do their job ethically & honestly! If all insurance companies operated like this there would be no need for insurance companies. They refuse to settle fairly. Who needs insurance if I'm left paying for my own damages when their policyholder was at fault?! Drunk driving hit & runs, are no problem for them I guess?! It's a huge problem for me though!

      Business Response

      Date: 12/20/2022

      Business Response /* (1000, 5, 2022/11/29) */
      Effective Claims Management, Inc. is handling this matter for American Hallmark Insurance Company of Texas ("Hallmark"). Please allow this letter to serve as Hallmark's response to your recent inquiry dated November 15, 2022, regarding the above-reference loss and complaint.

      We received this claim on August 22, 2022, and after an in-depth coverage investigation, Hallmark confirmed that, ******* ***** was operating the 2008 Dodge Dakota listed on our insured policy. Hallmark's named insured, ***** ***** ********** signed a named driver exclusion form. This form excluded ******* **** with respect to coverage from this policy. Based on this endorsement, Hallmark will not pay damages, expenses or loss for any negligence which may be imputed to you by law arising out of the ownership or use of any auto or trailer by "The Excluded Driver".

      Due to a lack of cooperation from our insured into the claim investigation, Hallmark had to utilize our SIU department to assist with the coverage investigation. After concluding our investigation, on October 4, 2022 we advised Ms. ******** ***** of the coverage denial. We had a secondary conversation with Ms. ***** on October 12, 2022 to clarify her questions. Hallmark has determined that this matter is resolved.

      Attached is a copy of the exclusion form and coverage denial. If you require any additional information on this matter, please do not hesitate to contact my office.

      Sincerely,

      Erin ********
      Vice President Claims
      XXX-XXX-XXXX x XXXXX

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