Business Profile
Auto Insurance
Fred Loya Insurance , LP.Headquarters
This business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Fred Loya Insurance , LP.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 415 total complaints in the last 3 years.
- 147 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/17/2022
Type:Customer Service IssuesStatus: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.
We have an insurance policy with them we recently found out that one of our neighbors was added without our consent to the policy and our rate went up by more than $100. She has been on our policy for over 6 months and will not remove her or reimburse us our money.Business Response
Date: 12/15/2022
Please find the attached response.
Thank you.
Initial Complaint
Date:11/17/2022
Type:Service or Repair IssuesStatus:UnansweredMore 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 April 7, 2022, I was in a car accident with one of ********************* clients. The police report stated it was ********************* client's fault for causing the accident, not mine. We are now in November 2022, and I've been passed over from one adjustor to the next since this accident happened. I am now on adjustor #5 and still can't get a settlement with them. I want my claim #**-219284 to be settled and feel it should not take close to a year to settle. They have all the required medical documents, police reports as well as my medical insurance adjustors reports. I've emailed the new adjustor and called them every week and get the same response that they are waiting on the settlement paperwork. I want this resolved and settled, please.Initial Complaint
Date:11/04/2022
Type:Service or Repair IssuesStatus: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.
My daughter was in an accident with one of their insured. While the vehicle was in repair we had to get a rental. i was advised they would pay for this. when the car was done i was told i had to pay the rental and then submit the receipt to get reimbursed. This was completed on 10/17. No response to my email. i replied back on 10/18/2022 which they requested the claim number since they coudln't find it under the policy number. this was provided and once again no response. i called again to obtain a status update and spoke to ******* who i had to give the info all over once again and was told she would resolve. nothing. followed up on an email on 11/1/2022 but no response. Called the main office once again today 11/4/2022 and was placed on hold multiple times for over half hour each to have the phone drop and then talked to a ***** the next time i called which he stated that everyone is in a meeting and to call back in 2 hours if i don't hear anyhting back. i am demanding my reimbursement for the vehicle i didn't need to get if their insured didn't crash into my daughters vehicle.Business Response
Date: 12/08/2022
**** Insurance Company
Home Office
********************************************************************************** TEL **************
December 8, 2022
BBB **************
Attn: ***************************,Resolution Specialist
*****************************
*******, ** 79901
File Number : 18359048
Complainant : ***** Pick
Claim Number : 67-217167
Policy Number : 67-614186925
Insured : **************************************
Date of Loss : 02/17/2022
Dear Sir/*****,
We are in receipt of your correspondence dated 11/04/2022. Please allow this letter to serve as our response for the above referenced complaint.
**** Insurance understands that Mr. **** is seeking *********** assistance in bringing his rental reimbursement claim to resolution.
We inform the Bureau that payment has been tendered on check #********, in the amount of $396.26, payable to **************** Our records indicate that the check has cleared our bank.
Mr. ***** claim has been fully resolved, and our claim file remains closed.
************ may contact, Team lead, ************************** with any additional questions or concerns. ************** can be reached at ************.
Respectfully,
*******************************
Complaint Specialist
************Customer Answer
Date: 12/09/2022
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. While it took a lot longer than it should have my constant calls finally got to the right people to finally get this taken care of. I am still extremely upset that I had to waste hours on the phone for something that should have been immediate but it is done. I just hope I never have to deal with anything else from ******************;Initial Complaint
Date:11/02/2022
Type:Service or Repair IssuesStatus: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 August 20th. A client of ***************** Insurance turned in front of me and caused an accident. ********************* insurance claims that the accident was 40%, my fault because I could have done this or that, which they weren't there a girl pulled right out in front of me I tried my best to avoid the accident. The police report States that it was her fault. ***************** wants to only pay maybe a third of what I should be owed. But I guess by them saying that 40% of the accident was my fault that's how they're trying to get away with not paying me totally on the liability. If I seek a lawyer which I have what money that they could get for me would be going into their pocket. Truth be told it's all a game isn't it? I don't know if the Better Business Bureau can help me with this situation I'm still in litigation with the insurance company. I'm waiting on yet another supervisor to call me, but I was informed by one supervisor the most likely they won't change their mind.Business Response
Date: 11/30/2022
**** Insurance Company
Home Office
********************************************************************************** TEL **************
November 30, 2022
BBB **************
Attn: ***************************
***********************************************, ** 79901
File Number : 18338050
Complainant : ***********************
Claim Number : 78-262955
Policy Number : 78-355640261
Insured : *******************************
Date of Loss : 09/20/2022
Dear Sir/Madam,
We are in receipt of your correspondence dated 11/02/2022. Please allow this letter to serve as our response for the above referenced complaint.
**** Insurance understands that from ****************** perspective out insured is solely responsible for the loss. We inform the Department and **************** that while the police report is a tool used in our investigation, other factors are considered such as statements, the location of the loss, and the points of impact
**** Insurance presents the following as the Company position:
Our insured stated that she was in the left turn lane for a minute,when the light turned green. Our insured stated that the vehicle in front of her crossed and made the left turn, our insured stated that she saw ****************** vehicle in the right lane on ******** Street going to the opposite about 4 car lengths away. Our insured stated that she was about to complete her left turn then felt impact from ****************** to the passenger side quarter. Our insured stated that a police report was file, our insured stated that no independent witnesses had come forth.
**************** stated that she was on the left lane at about 30 miles per hour approaching a solid greet light. **************** stated that she entered on the green light and saw that a truck turned left in the intersecting lane and our insured followed behind them and in front of her. **************** stated that 2 seconds passed between the time she saw our insureds vehicle and the time the impact occurred. **************** stated that she first saw our insureds vehicle when it was less than car length away. **************** stated that she evaded to the left but still impacted our insureds vehicle at the rear, *************** stated that her vehicle sustained damage to the front passenger corner. **************** stated that she provided a statement to the police, **************** stated that the police report was pending, and **************** stated that no independent witnesses had come forth.
We acknowledge that our insured had the duty of making the turn when safe to do so, we have as a result accepted liability at 60%, the police report supports our position.
Based on ****************** statement we also acknowledge that **************** contributed to the loss we have factored her for driver inattention and improper lookout, we have factored **************** 40% responsible. **************** confirmed that a truck turned left before of our insured turned, **************** confirmed that she saw our insured following the truck to make a left turn behind the truck. Based on the statements and the points of impact, **************** had ample time to slow down to avoid the impact altogether. The point of impact to our insureds vehicle is to the rear passenger side quarter, confirming that our insured had completed 90% of her turn.
We inform the Department and **************** that our liability determination remains unchanged.
Payment for ****************** property damage claim has been requested in the amount of $3,747.49 on owner retain, on check # ********, payable to ************************
**************** may contact Team Lead, ********************* with any additional questions or concerns. ************** can be reached at ************.
Respectfully,
*******************************
Complaint Specialist
************Initial Complaint
Date:11/02/2022
Type:Sales and Advertising IssuesStatus: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.
they have been holding my car for a month already and still havent gave me update on my car or estimated value for my car. theyve been really slow with the process and this is the worst experience i had with an insuranceBusiness Response
Date: 11/23/2022
**** Insurance Company
Home Office
********************************************************************************** TEL **************
November 23,2022
Better Business Bureau
BBB Paso Del Norte
**********************************************
*******, ** 79901
BBB : 18345514
Complainant : *******************************
Claim Number : 66-263456
Policy Number : 66-532763403
Insured :***********************************
Third Party : *******************************
Date of Loss : 09/21/2022
Dear Sir/*****,
We are in receipt of your correspondence dated 11/02/2022.Please allow this letter to serve as our response for the above referenced complaint.
************************* complaint provides the following details stating in the complaint that **** Insurance has not given him status on the claim, or provided him with the estimate of repair for his vehicle damages.
We have reviewed the concern(s) as addressed in the complaint along with our Management Staff, and provide the following information:
This was a two vehicle accident that was reported to **** Insurance by ****************** on 09/21/2022. 09/22/2022 **** Insurance scheduled an inspection for ****************** 2006 ****** 350Z, and began to conduct a liability investigation. On 11/01/2022 **** Insurance accepted liability for this accident. **** Insurance adjuster ************************* placed a call ******************, went over his estimate, confirmed his address where payment is to be sent, and explained the supplement process. **** Insurance then issued the estimate of repair payment to ****************** for his vehicle damages, in the amount of $3,079.71. This claim has now been settled,with no pending matters needing to be addressed, and the claim is currently closed.
****************** can contact **** Insurance adjuster, **************** should he have any additional questions or concerns regarding the claim. She can be reached at ************.
Respectfully,
***************************
Complaint Specialist
************Initial Complaint
Date:10/27/2022
Type:Service or Repair IssuesStatus: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.
October 25th and I was hit by a car as well as my vehicle it was my vehicle I have tried again contact with their insurance and it has been hard to get hold of anybody I have been passed around by adjuster adjuster to adjuster they claim that if you call for 4 o'clock your call will be returned by the same day and that is not true they're asking me to pay out of pocket for damages magish and I'll be ramburst I have the yet to hear from anybody about my lost wages because I have missed work to go to the hospital and they're just all around unethicalBusiness Response
Date: 12/09/2022
Vision Insurance Company
Home Office
********************************************************************************* TEL **************
December 9, 2022
BBB **************
Attn: ***************************
************************************************************************************
ID : 18251480
Subject :*************************
Claim Number :89-265507
Policy Number :89-438772549
Insured : *****************************
Date of Loss :09/25/2022
Dear Sir/Madam,
We are in receipt of your documentation dated 10/27/2022. Please allow this letter to serve as our response to the above referenced complaint.
Vision Insurance understands that **************** is seeking to have his claim for lost wages resolved. This is a two-vehicle loss which occurred at ************************************************************ Our office received first notice of the loss on 9/29/2022 from USAA. Our office made immediate telephone contact with ****************, **************** refused to answer any of our staffs questions, **************** asked that our staff contact USAA directly with any questions as she would be pursuing coverage under her personal auto policy.
Our office has received USAAs written notice, advising that **************** will be reimbursed for damages and injuries by USAA. As of the date of our response our office is pending the USAAs subrogation demand.
Our claim file remains open, our staff will continue to monitor the file in efforts of bringing the claim to complete resolution. Claim Representative, ************************* has been assigned to handle the subrogation claim. ****************** can be reached at ************ with any questions regarding the process. Claim Representative, *************************** has been assigned to handle the injury claim. ****************** can be reached at ************ with any additional questions or concerns.
As noted in the complaint one Claim Representative has been assigned to handle each feature of the claim, **************** has an open claim for property damage, and an open claim for injuries. It is our internal process is that each feature of the claim be handled by the corresponding department within the Company.
Respectfully,
*******************************
Complaint Specialist
Tel: ************Initial Complaint
Date:10/26/2022
Type:Product IssuesStatus: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.
Entered by BBB Staff - lj Consumer had a car accident on September 27, 2022. ***************** Insurance totaled the consumers car out. Wrote the consumer a check for $1401.35. The consumer is unable to cash the check. The check is from *****. The banks will not cash the check because it is an out of state check. Her car was picked up. Consumer provided the title to her vehicle.Business Response
Date: 12/05/2022
**** Insurance Company
Home Office
********************************************************************************** TEL **************
December 5, 2022
***************************
Better Business Bureau of *******
Resolution Specialist
********************************
*******, ** 79901
Complaint ID : 18315796
Consumer : *******************
Policy Number : 98 399414570
Claim Number : 98-0000265068
Policyholder : *******************
Date of Loss : 09/27/2022
Dear ******************:
On 10/26/2022, ************ submitted the above complaint to the Better Business Bureau. On 10/28/2022, our Company received the complaint.
**** Insurance is pleased to inform the Better Business Bureau that we have settled and paid ************ total loss claim.
In the complaint, ************ says that **** Insurance issued a check in the amount of $1,401.35 as settlement for her total loss claim. ************ says that due to the above-mentioned check was issued from our ********** in *****, her bank in ****,where she resides, would need to verify the check before her bank can cash the check.
On 09/27/2022, **** Insurance was notified by ************, our policyholder, of the above three-vehicle loss. Our insured reported that she was stopped behind a third-party vehicle at a red light, when a third vehicle rear-ended our insureds vehicle, causing our insureds vehicle to make contact to the third-party vehicle ahead.
On 10/06/2022, **** appraiser *********************** wrote an estimate in the amount of $6,230.72 for damage to our insured ************** vehicle, a 2007 Saturn Vue 4D UTV. The extent of damage deemed ************** vehicle a total loss.
On 10/07/2022, **** adjuster ************************* sent a letter to ************, advising of the offer in the amount of $1,401.35, as title-release settlement for her total loss claim as follows:
$2,255.65 ACV
$ 0.00 (-) Prior Damage
$ 129.70 (+) Tax
$ 16.00 (+) Title Fee
$2,401.35 (=) Subtotal
$1,000.00 (-) Deductible
$ 0.00 (-) Loss Mitigation
$ 0.00 (-) Keys
$ 0.00 (-) Prior Checks Issued
$1,401.35 (=) Subtotal Amount
$ 0.00 (-) Comparative Negligence
$ 1,401.35 (=) Total Title-Release
$ 0.00 (-) Payout to Lien-holder
$1,401.35 (=) Payout to Vehicle Owner
On 10/14/2022, after the total loss paperwork was secured, **** Insurance issued a check in the amount of $1,401.35, payable to ***********************, as title-release settlement for her total loss claim.
On 10/25/2022, **** adjuster ************************* spoke with ************ who told us that her bank in **** would have to verify the check with **********, our financial institution, before the check can be cashed. ************** advised ************ that there was not a hold on the check and explained the steps to cash the check. Our claim records showed that on 10/31/2022, the above check in the amount of $1,401.35 was cashed.
If *********** has any additional questions or concerns in this matter, **** adjuster ************************* can be reached at ************.
Respectfully,
*********************, III
Complaint Specialist
**** Insurance Company
************Initial Complaint
Date:10/18/2022
Type:Service or Repair IssuesStatus: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.
On September 18, 2022, our vehicle was stolen. That same night the police found the car. It's been a month since the claim has been going on with the insurance company. They never gave us an option of a total lost, they only said it was reparable. Since day 1 trying to contact the adjuster was a big deal (the adjuster is in *****) so we have different hours. They send us some paperwork to get notarized 2 weeks after and they send us a lot of documents which I read and were not necessary since they never gave us the option for a total loss. They wanted us to fill out all of them and get them normalized which I would of spend unnecessary money. we send the paperwork the next day never acknowledge if received. They will only pay for 10 days of rental or certain amount. We have paid for all these days of rental. Today I decided to give them another chance and see if the Manager will solve anything for us but sadly, we didn't get a response, we try calling the adjuster once again and we were unable to leave a message since her voicemail was full. ******* will be the 30days and the car has not yet been sent to the shop. She sends the car to the wrong place twice. This has caused a lot of frustration and stress and a lot of money has been spent. We called the company that has our car directly and see why they haven't sent the car and they told us they needed the keys, which of course we weren't aware. we have been alone doing all this process. I did so many calls and no one had the initiative to solve this.Business Response
Date: 11/01/2022
**** Insurance Company
Home Office
********************************************************************************** TEL **************
November 1, 2022
BBB of *******
550 ******************
*******, ** *****
Re: Case: ********
Insured: UNKNOWN
Policy: UNKNOWN
Complainant: *************************
To Whom It May ****************** are in receipt of the above referenced complaint, please be advised that we are unable to address this complaint without a valid policy number and or claim number.
Please provide this information so that we may respond.
Thank you,
Consumer Complaint Department
************Initial Complaint
Date:10/13/2022
Type:Product IssuesStatus: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.
The ********************** filed a claim with ***************** for property damaged in May of 2022. Upon correspondence with a ***************** representative, they accepted responsibility for the damages and sent out an adjuster. All documentation plus additional documentation was provided to ***************** and they began to stop responding to emails and phone calls regarding the matter. The *** has provided more than the required documentation to obtain reimbursement for the costs of repairs.Business Response
Date: 11/08/2022
**** Insurance Company
Home Office
********************************************************************************** TEL **************
November 8,2022
Better Business Bureau
BBB Paso Del Norte
**********************************************
*******, ** 79901
BBB : 18191829
Complainant : Villages of Westcreek
Claim Number : 78-233380
Policy Number : 78-473513792
Policy : ********************************
Third Party : Villages of Westcreek, ***********************
Date of Loss : 05/29/2022
Dear Sir/*****,
We are in receipt of your correspondence dated 10/13/2022. **** Insurance understands that *************************** has submitted her concerns on behalf of Villages of ***************************** ******************** stated that **** Insurance advised them that we did accept liability, and needed their tax statement. ******************* sent in all pertinent documentation. ******************** stated that **** Insurance has not been helpful in resolving the property damage claim. ******************** would like **** Insurance to issue payment for the repairs to the retaining wall.
We have reviewed the concern(s) as addressed in the complaint along with our Management Staff, and provides the following information.
**** is pleased to announce that after reviewing ************ of Westcreeks invoice; **** Insurance was able to issue payment to the Villages of **************************** for their total requested amount of $9,407.07; in addition their Attorneys fees in the amount of $675.00.
As of the date of our response payment(s) have been tendered as follows:
Check #******** 10/31/2022 $ 9,407.07 Villages of ****************************
Check #******** 10/31/2022 $ 675.00 Villages of ****************************
******************** can contact **** Insurance Team Lead, ***************************** should there be any additional questions or concerns regarding the claim. ********************** can be reached at ************.
Respectfully,
***************************
Complaint Specialist
************Customer Answer
Date: 11/09/2022
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. We appreciate that ***************** was able to work with us to resolve this matter.Initial Complaint
Date:10/12/2022
Type:Service or Repair IssuesStatus: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 in a car accident with an individual insured by ***************** on 9/19/22. We had a police officer assist in filing a police officer and the other individual was deemed to be at fault and was issued a citation. I filed a claim with ***************** Insurance the day of the accident and provided them with my statement. I provided them with the police statement, contact information of third-party witnesses the same day. I provided pictures of the damage through a mobile app they provided. I was to hear back from an adjuster regarding my claim but never did (and still have not). I left up to 10 messages (almost daily) on voicemail which assured a call would be returned the same business day or at the latest the next business day. I never heard back from the adjuster. I called the claims line multiple times (the same one the company seems to be replying with to reviewers on this website) and they would try to connect me to other adjusters that would also go straight to voicemail (I left voicemails to these other adjusters as well).I've been given the run around for 3 weeks with no contact from this insurance company. I called on 10/7/22 and was told they did not have my statement or my police report to determine liability (both of which had been submitted initially on 9/19) and had to resubmit a statement regarding the accident. They falsely claimed they had reached out, I had missed the call, and they had left a voicemail a few days after the accident there was no evidence of either after a thorough review of my phone records. I've been without a vehicle for almost a month and they refuse to provide compensation for a rental vehicle until liability has been established. Truly shocked at how a company can continue to operate with this level of dysfunction. I cant imagine why anyone would voluntarily choose to have ***************** be their auto insurance provider. If you have the misfortune of being in a car accident with someone with this abysmal insurance company, good luck!Business Response
Date: 11/08/2022
**** Insurance Company
Home Office
********************************************************************************** TEL **************
November 8, 2022
BBB **************
Attn: ***************************
*************************************************************************, ** 79901
ID : ********
Complainant : ***************************
Claim Number : 68-262689
Policy Number : 68-448116170
Insured : ********************************
Date of Loss : 09/19/2022
Dear Sir/Madam,
We are in receipt of your correspondence dated 10/12/2022. Please allow this letter to serve as our response for the above referenced complaint.
This is a two-vehicle loss which at ***************************************************************** The loss was reported to our office by ********************** on 9/19/2022.
Our staff placed a call to ********************** on 9/20/2022, our staff provided a Quick-link facilitating for ********************** to submit photos of his vehicle to our office for review. Our staff mailed our Acknowledgement Letter to **********************
Our staff promptly completed the estimate of record for Mr. ********** vehicle and mailed our Estimate of Record Letter to ********************** on 9/21/2022.
Claim Representative, ***************************** returned Mr. ********** call on 9/26/2022, however no voice to voice contact was made and therefore a telephone message was left requesting a returned call.
Our office received a call from ********************** on 10/7/2022, our Support Staff assisted in securing Mr. ********** facts of loss statement.
Our staff determined liability on 10/20/2022, and liability was accepted at 100%. Payment for Mr.********** claim was approved for processing. Our staff mailed our Repair Process/Payment Letter to **********************, and our staff placed our closing call, unfortunately no voice
Check #******** was tendered on 10/21/2022 in the amount of $2,457.81,payable to *****************************************
Our office received a subrogation demand on 10/27/2022 from Liberty Mutual Insurance on behalf of *************************************. Our claim file was transferred to our ********************** for further handling and our staff mailed our Status Letter to Liberty Mutual.
Our staff placed a call to ********************** on 10/31/2022, our staff explained our liability determination, and our staff provided status.
We apologize that ********************** did not receive our calls, however our review of our claim file does find calls placed to ********************** at telephone number ************, which is the same number listed on the complaint.
Our staff will continue to review the claim file in efforts of bringing the claim to complete resolution.
********************** or Liberty Mutual may contact, Claim Representative,************************* with any additional questions or concerns. ****************** can be reached at ************
Respectfully,
*******************************
Complaint Specialist
************
Fred Loya Insurance , LP. is NOT a BBB Accredited Business.
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