ComplaintsforEmpower Insurance

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife was involved in a vehicle accident on the 26th of November, the same day that my direct deposit posted to. my account. She was staying with her friend that night. When I woke up the morning of the 26th, I began to pay bills as I normally would when my direct deposit posts. I paid the insurance along with a few other bills that were due. When I spoke with my wife later that morning, I was then notified that she was in an accident around 2:30am. She was ok except a few bumps and bruises, but the vehicle was towed to the tow yard. I file an insurance claim online and wait a few days and I don't hear anything from the company so I call them. They tell me that they don't have a claim for me and I would need to do it again. So I go back online and submit the claim again, this time taking a screenshot of the submitted claim as proof. a few more days go by and nothing so I call again. They tell me that there is no claim for me, at which time I call them out on their lies and tell them that I have proof that the claim was submitted because this was the second time that I had to submit it and I took a screenshot. They still say that It's not there so I do the claim over the phone. We were told that the claims rep would contact us. They did not. Then we were told the claims rep changed and the new one would contact us. they also told us to leave the vehicle at the tow yard and the new rep would tell us what to do. The new rep never called, and cannot be reached because his phone goes directly to voicemail every time. It's now January 5th and I receive a check from the company for the monthly insurance premium as a refund. I canceled my policy with this company because of lack of communication and went with a bigger more reputable one. They denied my claim weeks after letting the vehicle sit at the tow yard, and incur charges of over $1500 which we are left to pay. They said the reason for the denial is that the accident happened at 2 am, and the policy was not in force until I paid the bill that morning. I received no notice of cancelation, no phone call, no email, no form of communication nor attempt was made from the company. Please see attachment complaint to the ***** Department of Insurance, which has yet to be

  

  Business response

  01/10/2024

  Alinsco Insurance Company is committed to providing understanding and resolution. It is our sincere hope that the information provided affirms our commitment to Alinsco clients, claimants and ***** consumers. The following is submitted by the Alinsco Insurance Company in response to your review. The information herein is provided by Alinsco Insurance Group ********.(Alinsco), as a managing general agent for the Alinsco Insurance Company.

  ************************* purchased an Alinsco Insurance policy on 09/23/2023. The policy application was electronically signed and a down payment of $470.50 was received by Alinsco Insurance. This policy also included several discounts when it was purchased,including, but not limited to: 6 months prior insurance, Electronic Funds Transfer (EFT) discount and full disclosure discount.

  On 10/29/2023, ************************* was notified that his auto insurance payment due on 10/28/2023 was not received. On the same notification, ************************* was advised that if his auto insurance payment was not received by 11/09/2023, his policy was going to be cancelled at 12:01 A.M. on 11/10/2023.

  On 11/10/2023, ************************* was notified that his policy was cancelled for failure to pay his monthly installment premium. On 11/26/2023,************************* reinstated his policy online and signed electronically an Affidavit and Statement of No Loss, in which he stated that no loss occurred between his policy cancellation on 11/10/2023 at 12:01 A.M and his policy reinstatement on 11/26/2023 at 10:33 A.M.

  ************************ filed a claim on 12/13/2023. Alinsco promptly secured a statement from the driver involved in the accident that occurred on 11/26/2023 at 2:00 A.M.

  **************************;contacted Alinsco on 12/18/2023 and advised that his vehicle was at the tow yard and asked if we needed him to send the photos of his vehicle as he already had them. Alinsco provided an email to send the damaged vehicle photos.

  On 12/19/2023, Alinsco contacted **************************;to inform him that his claim was still under investigation and that once an update was available, Alinsco was going to inform him.

  On 12/21/2023, **************************;contacted Alinsco following up with the claim.Alinsco advised **************************;that his claim was still under investigation since his policy was cancelled before the accidents date of loss. **************************;understood.

  On 12/21/2023, Alinsco Insurance issued a refund check in the amount of $379.90 to ************************* by **** to the address listed on the policy.
  
  On 12/22/2023, the liability was determined, and the claim was denied due to ***************************** policy was not in force when the accident occurred.

  As of today this claim has been denied and closed with nothing further needed from Alinsco.

  Customer response

  01/29/2024

  Complaint: 21103648
  
  I am rejecting this response because: 

  I am just now seeing the response from the company and being able to have anything to say back. Their story and timeline makes no sense. They claim that they informed me on 11/10/2023 that the policy was cancelled, and yet The date of notice that I received just days before Christmas says otherwise. The date of notice that I have is dated 12/21/2023, not 11/10/2023. I have attached the letter. Also they claim that they notified me that the claim was still under investigation because the policy was cancelled. That's not what they told me, nor did they call me. I called them. They told me that since I paid the bill the same day as the accident that it's taking a bit longer. I then asked them what should I do about the vehicle that is at the tow yard and they advised me to leave the vehicle where it's at and wait for the claim rep to contact us to let us know what to do. MY CLAIM *************** NEVER REACHED OUT. Everytime I called and left a voicemail he never returned my calls, and his phone always went directly to voicemail. It wasn't until December 27th that we received a letter in the mail and a check that was dated December 21st on the check and December 22nd on the letter informing us that they denied the claim. ** this point in time we are approaching a month that the car was in the tow yard. With it being just after Christmas and having 4 kids, being a disabled veteran on a fixed income, there was no way that we could come up with the money to get the car before the tow company sold it at an auction. When I had the money to get the vehicle from the tow yard, we were told to wait and leave it where it is by the Alinsco rep. ** the very least, I feel that they owe us the funds that were due to the towing company up until the date that they sold the vehicle at auction. I'm sure that they record their calls like every other business of that nature, and I'm positive that they have the conversation where the rep told me to leave the vehicle where it is. Since it's their fault that we no longer have the car because I listened to them, and still have to pay for it ,I think this is a fair resolution. If not, then I will file a lawsuit against them, and against the claim rep who never reached out for damages, pain and suffering, Rental reimbursement, and whatever else my lawyer advises. Please let me know what I need to do, and inform them of my offer and my intention to file suit. 

  
  Regards,
  
  *********************

  

  Business response

  02/16/2024

  Alinsco Insurance Company is committed to providing understanding and resolution. It is our sincere hope that the information provided affirms our commitment to Alinsco clients, claimants and ***** consumers. The following is submitted by the Alinsco Insurance Company in response to your review. The information herein is provided by Alinsco Insurance Group ********.(Alinsco), as a managing general agent for the Alinsco Insurance Company.
  
  On 10/29/2023, ************************* was notified that his auto insurance payment due on 10/28/2023 was not received. On the same notification, ************************ was advised that if his auto insurance payment was not received by 11/09/2023, his policy was going to be cancelled at 12:01 A.M.
  
  On 11/01/2023, ************************* contacted Alinsco Insurance due to a late fee added to his monthly payment. Alinsco Insurance advised ************************* that his ******** were every 30 days after the effective date of his policy,therefore, his monthly payment was already overdue.
  
  On 11/10/2023, ************************* was notified through a mailing letter that his policy was cancelled for failure to pay his monthly installment premium. On 11/26/2023, ************************* reinstated his policy online and signed electronically an Affidavit and Statement of No Loss, in which he stated that no loss occurred between his policy cancellation on 11/10/2023 at 12:01 A.M and his policy reinstatement on 11/26/2023 at 10:33 A.M.
  
  ************************* filed a claim on 12/13/2023. Alinsco Insurance promptly secured a statement from the driver involved in the accident that occurred on 11/26/2023 at 2:00 A.M. On 12/18/2023, the complainant contacted Alinsco Insurance and advised that his vehicle was at the tow yard and asked if we needed him to send the photos of his vehicle as he already had them.
  Alinsco Insurance started the investigation and noticed that ********************** policy was reinstated hours later the same day when the accident happened. ********************** policy reinstatement was void since there was a loss during the policy lapse in coverage.
  
  On 12/21/2023, Alinsco Insurance issued a refund to ********************* for his monthly installment payment in the amount of $379.90 by **** to the address listed on the policy and an additional letter of cancellation was issued to ********************** address listed on the policy. On 12/22/2023, the liability was determined, and the claim was denied due to the complainants policy not being in force when the accident occurred.
  
  If ************************* has further questions, he may contact Alinsco **************** at ************
  

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am filing a complaint against a link Alinsco auto insurance company. September 5, 2023 one of their motorists rear-ended me while driving South on 287 in **********.Initially the motorist that rear ended me stated she was going to file the claim. Information it has been horrible getting someone to even answer the phone, let alone trying to get this claim completed and closed so I can go on with my life.Finally today September 20 2023 after several weeks of calling obsessively a representative advise me that a check was already sent out to my home which was confusing to me because I recently moved and no one has ever asked me my address.The representative didn't want to tell me how much the check was for but finally said $780 which is grossly under the three estimates I have received plus they sent it to the wrong address..Now I have to wait for I don't know how long to have a new check reissued to my correct address Plus I had to send an email with the price quote so I can be compensated correctly.I feel like I have been REAR ENDED twice and Alinsco just really doesn't care about providing good customer service.

  

  Business response

  09/28/2023

  Alinsco Insurance Company is committed to providing understanding and resolution. It is our sincere hope that the information provided affirms our commitment to Alinsco clients, claimants and ***** consumers. The following is submitted by the Alinsco Insurance Company in response to your review. The information herein is provided by Alinsco Insurance Group ********. (Alinsco), as a managing general agent for the Alinsco Insurance Company.
  The complainant states she was rear ended by an Alinsco policy holder. The complainant also states that Alinsco never responded to any of her calls. The complainant further states that a check was issued to an incorrect address since she had moved recently. The complainant also states that the amount received to pay for her vehicle repairs was under the estimate she provided.
  
  The claim was reported on 09/12/2023 with a date of loss of 09/05/2023. Alinsco promptly obtained the needed recorded statements.
  
  On 09/14/2023, the complainants photos were received, and a written estimate was completed on the same day.
  
  Coverage was accepted on 09/18/2023 and the liability was determined, placing Alinscos insured 100% at fault for the accident.
  
  The check in the amount of $780 was issued to the complainants address listed on the Alinsco system.
  
  On 09/27/2023, Alinsco reissued the check in the amount of $780 by **** to the complainants updated address. Alinsco contacted the complainant to advise her that the reissued check has already been mailed out.
  
  The complainant may take her vehicle to the body shop of her choice to start the repairs in her damaged vehicle with the amount of the initial estimate and may follow the supplemental procedure detailed in the estimate if any additional repairs are needed.
  
  If Ms. *********************** has further questions,she may contact Alinsco ************************* at ************.

  Customer response

  09/28/2023

  Complaint: 20632797
  
  I am rejecting this response because: I would like my statement to reflect that Alinsco opening customer service statement did not apply to my case which leads me to believe the statement hasn't applied to others. I want it documented that I would call Alinsco no less than 3 times daily to speak to a representative. First, they had issues sending me the link to submit photos of the damage. Then, I called to make sure they received the photos. Next, I would call to see when I would be founded for the damages. The representative stated she would call me on Wednesday, September 13th, of course she didn't so I called Alinsco. Alinsco never called me back, that is why the check was issued to the wrong address. When I found out the amount and that the check was grossly under estimate I decided to reach out to The Better Business Bureau to expose Alinsco's poor business practices.

   

  
  
  Regards,
  
  ***********************

  

  Business response

  09/29/2023

  Alinsco Insurance Company is committed to providing understanding and resolution. It is our sincere hope that the information provided affirms our commitment to Alinsco clients, claimants and ***** consumers. The following is submitted by the Alinsco Insurance Company in response to your review. The information herein is provided by Alinsco Insurance Group ********. (Alinsco), as a managing general agent for the Alinsco Insurance Company.
  
  The claim has been resolved and Alinsco has provided all the information to the complainant through the handling of the claim.
  
  The complainant has also been advised that she may take her vehicle to the body shop of her choice to start the repairs in her damaged vehicle with the amount of the initial estimate and may follow the supplemental procedure detailed in the estimate if any additional repairs are needed.
  
  If the complainant has further questions, she may contact us at Alinscos ************************* at ************.

  Customer response

  10/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is MID.

   

   

  Moving on,
  
   
  
  ***********************

• Initial Complaint

  08/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went online and got a quote and paid this company. A few days later they send emails saying they raised my rates. Moments later they send a cancellation letter full of lies. I ask for a refund since they were not providing the service I paid for. Or honoring the contract I paid for in advance. They never replied and proved to me the company is a scam that just takes your money.

  

  Business response

  08/22/2023

  Alinsco Insurance is committed to providing understanding and resolution.  It is our sincere hope that the information provided affirms our commitment to our insureds. The following is submitted by Alinsco Insurance in response to your complaint.
  
  The complainant states he got a quote and paid for his insurance policy. The complainant further states that a few days later, he got an email notifying him that his insurance policy rate increased and received a cancellation letter. The complainant also states that Alinsco Insurance did not honor the contract he paid for in advance.
  
  ******************************* purchased online an Alinsco Insurance policy on 07/22/2023. The policy application was electronically signed and a down payment of $773.25 was received by Alinsco Insurance.
  This policy also included several discounts when it was purchased, including, but not limited to: 24 months prior insurance, Electronic Funds Transfer (EFT) discount and full disclosure discount.
  
  During the underwriting process, Mr. ********************* insurance policy discounts were removed since proof of prior insurance was not provided to Alinsco and an Accident At-Fault was found on Mr. ********************* clue record which was not disclosed on the initial application and therefore increased the policy premium. Both actions taken under Mr. ********************* insurance policy were notified by email notifications sent to the email address provided by the customer when the policy was bound as he elected for paperless notifications.
  
  On 07/27/2023, ******************************* was also notified through an email notification that his insurance policy was going to be cancelled as of 12:01 A.M. 08/07/2023 for Underwriting Reasons: unacceptable vehicle. Alinsco Insurance did not receive photos of all sides of the insured vehicle on Mr. ********************* policy.
  
  On 08/07/2023, Mr. ********************* insurance policy was cancelled prorated for Underwriting Reasons:unacceptable vehicle. After taking in consideration the policy dates of coverage (07/22/2023 to 08/07/2023), total policy premium, increase in premium due to the removal of discounts and the undisclosed at fault accident, fully earned and non-refundable fees, and the down payment amount. The policy balance after the pro-rata cancellation resulted in a credit of $156.28 which would be refunded to ********************************
  
  On 08/08/2023, Alinsco Insurance issued a refund check in the amount of $156.28 to ******************************* by **** to the address listed on the policy.
  
  If ******************************* has further questions,he may contact Alinsco **************** at ************.

  

  Business response

  08/22/2023

  Alinsco Insurance is committed to providing understanding and resolution.  It is our sincere hope that the information provided affirms our commitment to our insureds. The following is submitted by Alinsco Insurance in response to your complaint.
  
  The complainant states he got a quote and paid for his insurance policy. The complainant further states that a few days later, he got an email notifying him that his insurance policy rate increased and received a cancellation letter. The complainant also states that Alinsco Insurance did not honor the contract he paid for in advance.
  
  ******************************* purchased online an Alinsco Insurance policy on 07/22/2023. The policy application was electronically signed and a down payment of $773.25 was received by Alinsco Insurance.
  This policy also included several discounts when it was purchased, including, but not limited to: 24 months prior insurance, Electronic Funds Transfer (EFT) discount and full disclosure discount.
  
  During the underwriting process, Mr. ********************* insurance policy discounts were removed since proof of prior insurance was not provided to Alinsco and an Accident At-Fault was found on Mr. ********************* clue record which was not disclosed on the initial application and therefore increased the policy premium. Both actions taken under Mr. ********************* insurance policy were notified by email notifications sent to the email address provided by the customer when the policy was bound as he elected for paperless notifications.
  
  On 07/27/2023, ******************************* was also notified through an email notification that his insurance policy was going to be cancelled as of 12:01 A.M. 08/07/2023 for Underwriting Reasons: unacceptable vehicle. Alinsco Insurance did not receive photos of all sides of the insured vehicle on Mr. ********************* policy.
  
  On 08/07/2023, Mr. ********************* insurance policy was cancelled prorated for Underwriting Reasons:unacceptable vehicle. After taking in consideration the policy dates of coverage (07/22/2023 to 08/07/2023), total policy premium, increase in premium due to the removal of discounts and the undisclosed at fault accident, fully earned and non-refundable fees, and the down payment amount. The policy balance after the pro-rata cancellation resulted in a credit of $156.28 which would be refunded to ********************************
  
  On 08/08/2023, Alinsco Insurance issued a refund check in the amount of $156.28 to ******************************* by **** to the address listed on the policy.
  
  If ******************************* has further questions,he may contact Alinsco **************** at ************.

  Customer response

  08/23/2023

  Complaint: 20412663
  
  I am rejecting this response because: I put in the info about the wreck. I have had constant insurance over the last 20+ years. Your email stated a Lexus es 350 was not a valid vehicle to be insured. The refund amount sent is joke and you should honestly be ashamed to even reply. Your company are crooks and the reviews purely show it. The refund should of been over 500 for 2 weeks of insurance. 

  
  Regards,
  
  ***************************

  

  Business response

  09/07/2023

  Alinsco Insurance has provided a detailed response to *********************************** complaint and has nothing further to add.

  If ******************************* has further questions,he may contact Alinsco **************** at ************.

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi,I have been trying to correct Alinsco decision regarding my sons accident.My son had a car accident in April, 2023. Since April I have talked to several people at Alinsco to correct their decision regarding the accident and I have no luck.Accident took place at ********* parking lot in *******, ** where driver from Alinsco was going wrong way according to the picture attached. My car has the most damage and this insurance is refusing to pay 100% for their driver fault. Alinsco driver came out of the car exchanged his old car insurance (All State) with my son and left the accident.My son called the police and received a police report.After my son asked Alinsco driver for correct insurance information and received a text with Alinsco insurance.After this my son gave them his statement regarding the accident and Alinsco have tricked him to admit that he didnt signal or prevented the accident while their driver didnt do anything as well for this happen so their made their decision to pay 80% 20% for the repairs.My son is very good driver and always obeys traffic laws. Since April I have been trying to resolve this battle and this insurance wont correct their decision.Their top manager ************ wont return my calls. I left him 2 messages and he is never available.Before this I spoke with ******* on 5/8/2023 and he continues stating that my son is liable for 20% of the repair cost. ***** is the claim adjuster wont returns my calls as well.This is the worst auto insurance to deal with!!! Be aware of this insurance!

  

  Business response

  06/05/2023

  Alinsco Insurance Company is committed to providing understanding and resolution. It is our sincere hope that the information provided affirms our commitment to Alinsco clients, claimants and ***** consumers. The following is submitted by the Alinsco Insurance Company in response to your review. The information herein is provided by Alinsco Insurance Group ********.(Alinsco), as a managing general agent for the Alinsco Insurance Company.
  

  The review submitted is not from an Alinsco client. Even though this is not our client that we represent, we are pleased to provide an answer to the complaint from this party that has not made a purchase of our services.
  

  The claim was reported on 04/20/2023 with a date of loss of 4/17/2023.  Alinsco promptly obtained the complainants and insureds recorded statement on 4/21/2023. The third-party complainants photos were received.on 04/21/2023 from the damaged auto were written the same day.
  
  Coverage was accepted on 4/25/2023 and liability was placed at 80% Insured and 20%Claimant. The complainants payment was requested on 4/27/2023 and liability was explained to the complainant.
  
  On 4/28/2023 the third party complainants mother called in, she is who filed the BBB complaint, unhappy with the liability decision.  She was advised we agreed our insured was majority at fault but her son also did nothing to avoid the accident. On 5/4/2023 the third party complainant called back and asked to speak to a supervisor. A team lead took the call and once again explained the reasoning behind our liability decision.  On 5/8/2023 the third party complainant called once again and was explained the reasoning for our liability decision.
  
  On 5/12/2023 the third party complainant called again asking for the rental policy. This was explained as well. On 5/16 the third party complainant called once again and stated her son was considered a young driver and was unable to rent a vehicle. The claims manager spoke with her and agreed to pay her son weekly rental until the vehicle was repaired so they could find alternate transportation. During this conversation the third party complainant again asked about the liability decision. In an attempt to settle the claim, Alinsco reduced the amount of fault placed on the third party complainants son to 5%. 
  

  This matter has been paid and closed at this time with nothing further needed from Alinsco.

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was involved in an accident on January 17th, 2023 with one of their policyholders who caused the accident. The woman received a ticket at the scene for illegally traveling in the median and even gave a verbal statement to the cops at the scene admitting she was doing so as a route to travel ahead of traffic. This was all documented in the crash report that I provided to Alinsco. It took weeks to hear back before ****** finally got back to me to confirm I was "not at fault." ***** told me "after contacting a few reputable collision centers in the area" the AVERAGE rates for repairs were "$68 for body and refinish, $120 for mechanical, and $45 for paint supply." I called over a dozen collision shops in town and the average for ********, ** was CLEARLY "$75 for body and refinish, $135 for mechanical, and $58 for paint supply." I called all of the shops and nothing was remotely close to their rates except ONE place in a town 45 minutes away. I took the car into this shop they submitted their supplemental to Alinsco and contacted them approximately 15 times before getting a callback. They declared my car a total loss and when I was FINALLY connected to ****** in total loss ****** he told me out of nowhere that I am suddenly "30% liable/at fault for the accident" and their policyholder is "70% liable/at fault." At this point I was fuming, because it has been 2 1/2 months since the initial accident and I have had no car for two weeks and I have been specifically taking notes AND recording phone calls, and I was NEVER made aware of these at-fault percentages until 2 1/2 months later and after totaling my car. I told Water that I got in touch with the Traffic Sergeant from the scene of the accident who filed the crash report and he agreed to "happily" give a verbal statement vouching for me not being liable for the accident. But here I am, still waiting to hear back about an update to "re-review" the crash report they received 2 1/2 months ago with un-returned calls.

  

  Business response

  04/10/2023

  Alinsco Insurance Company is committed to providing understanding and resolution. It is our sincere hope that the information provided affirms our commitment to Alinsco clients, claimants, and ***** consumers. The following is submitted by the Alinsco Insurance Company in response to your review. The information herein is provided by Alinsco Insurance Group ********.(Alinsco), as a managing general agent for the Alinsco Insurance Company.
  

  The review submitted is not from an Alinsco client. Even though this is not our client that we represent, we are pleased to provide an answer to the complaint from this party that has not made a purchase of our services.
  

  The third-party complainant states that Alinsco did not communicate with her throughout the claims process.She also states she was not informed she was found partially at fault for the loss.
  
  The claim was reported on 01/18/2023.  Alinsco promptly obtained the complainants recorded statement. The third-party complainants photos were received. on 01/23/2023 from the damaged auto.
  
  On 02/01/2023, Liability was accepted on the claim. On 02/02/20223 the third-party complainant was contact and advised of the liability decision. ****** was also explained at this time. The payment for the third-party complainants vehicle damages was requested 02/02/2023 as well.
  
  On 02/09/2023 the third-party complainant called Alinsco to advise her cat had eaten her repair check.  On 2/10/2023 Alinsco stop paid the initial check and re-requested the check on 2/13/2023.
  
  On 03/24/2023 Alinsco received a supplement from the third-party complainants shop of choice. The supplement was reviewed on the same day and sent back to the third-party complainants shop asking for a breakdown of the storage charges as the vehicle was being deemed a total loss based on the supplement.  The claim was transferred to the total loss team and the total loss representative contacted the third-party complainant on 3/28/2023 discussing the next steps with her. It was during this conversation the third-party complainant advised no one had told her of the comparative negligence on the file and she disagreed she was any percentage at fault for the loss.
  
  On 04/03/2023The officer called Alinsco,at the request of the third-party complainant who had arrived on scene after the loss. The officer stated the insured was traveling in the turn lane trying to find *************** around. The third-party complaint by her own admission was exiting a private drive and failed to yield the right of way to traffic already on the roadway.
  
  The liability decision remains unchanged, and the claim remains open awaiting acceptance of our offer or receipt of a subrogation demand as the third-party complainant has the right to claim with her own carrier should she not agree with our decision.
  

  
  

  Customer response

  04/20/2023

  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,
  
  ***********************************

  Customer response

  04/20/2023

  Alinsco/Empower Car Insurance has not resolved my complaint. They claimed Im 30% at fault for an accident that states on the crash report the other woman admitted to being at fault in quotes, was issued a citation, and pleaded guilty the traffic violation in court. When I asked why they said Im 30% at fault, they said it was because their clients conflicting statement said she was unable to talk to anyone at the scene of the accident because she does not speak English and that the crash report was a lie. However, I got in touch with the traffic sergeant who was at the scene and who wrote the crash report, and he called Alinsco/Empower and told them there was a translator called to the scene (which I had already told them about) and they most definitely received her statement. After he cleared up any confusion with them, vouching for my innocence, I spoke with *************************** the next day from their total loss department and he said they are still choosing to claim Im 30% at fault, despite all of the physical and verbal proof that states otherwise. I recorded these phone calls and documented my conversation with the traffic sergeant as well. Additionally, I have proof that Alinsco/Empower Car Insurance claimed the average repair rates for ********, ** were significantly lower than what they actually were because I called over a dozen collision shops and they all had the same averages (it even shows these statistics on LaborRateHero.com). Yet, ***** from Alinsco/Empower told me my information was false and when I asked where she was getting her information about rates in my hometown, she said she called a few reputable collision shops and gathered those averages. But she said it was classified when I asked if she could share with me which shops she called.

   

  This insurance company is entirely deceptive and scams people left and right. From what I am seeing, it appears they offer very low insurance rates for lower-class citizens, specifically those who cannot speak English proficiently, and then screws over people who file claims because one of their policyholders hit them. This is an ongoing trend and I truly think their license needs to be revoked at this point because theyve even changed their business name from Empower to Alinsco because of their bad reputation that they are continuing to do nothing to help improve. It took them THREE MONTHS to finally get to the point where they declared my car a total loss and then had the audacity to suddenly say Im 30% at fault I finally had to file a claim on my own insurance, but now I have to pay a $500 deductible and suffer a potential increase in my premium all because Alinsco/Empower Car Insurance didnt want to conduct business in a morally correct and efficient manner. :(

   

  - ***********************************

• Initial Complaint

  01/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company is formerly known as Empower Insurance. Their new name is Alinsco Insurance. Alinsco seems to insure drivers who don't have their driver's licenses. I was hit by one of their drivers who did not have a license, and so was another person I have since reached out to. From the beginning, Alinsco Insurance has been dishonest and challenging to communicate with. When their driver hit my vehicle, I told them I wanted to get repairs done at my preferred shop. The shop I wanted to use said they don't work with Alinsco, so I told Alinsco to issue a check for the estimated total amount. Alinsco got back to me and ensured that they spoke to the shop after I did, and the shop said they had no problem working for them. Alinsco wanted to issue an initial check to me for only $500, despite my estimate being over $1900. I finally got them to issue a check for $1300. I cash the check and contact the shop to start working on my vehicle. The shop told me that Alinsco never contacted them and they won't work with them, so I found another shop. This shop sent their information to Alinsco. Alinsco approved the repairs, then when it came time for payment, Alinsco kept delaying the process. My car is ready, but I'm unable to pick it up because Alinsco refuses to overnight a check. They said the auto repair company would receive it in 4-7 business days. The shop refuses to release my vehicle because they said this is not the first time they've dealt with Alinsco and have had problems. In the past, Alinsco would send the shop proof of payment so a customer could have their car released to them. The shop will release the car to the customer but ends up not receiving a check from Alinsco in the end. They have several one-star reviews that they end up deleting in the end, including mine. I have reached out to people who their drivers have hit, and all of the stories sound similar to mine. They are out here scamming people and need to be stopped!

  

  Business response

  02/09/2023

  Alinsco Insurance Company is committed to providing understanding and resolution. It is our sincere hope that the information provided affirms our commitment to Alinsco clients, claimants and ***** consumers. The following is submitted by the Alinsco Insurance Company in response to your review. The information herein is provided by Alinsco Insurance Group ********. (Alinsco), as a managing general agent for the Alinsco Insurance Company.
  The review submitted is not from an Alinsco client. Even though this is not our client that we represent, we are pleased to provide an answer to the complaint from this party that has not made a purchase of our services.
  The third-party complainant states that Alinsco has been dishonest and challenging to communicate with. The complainant also states that Alinsco issued a payment of $500 when the estimate was over $1900. The complainant further states that Alinsco kept delaying the payment process.
  
  The claim was reported on 12/02/2022.  Alinsco promptly obtained the complainants recorded statement. The third-party complainants photos were received. on 12/05/2022 from the damaged auto.
  
  On 12/09/2022, the complainant contacted Alinsco to follow up with the claim. The complainant was advised that Alinsco accepted liability and the reception of the damaged vehicle photos. On 12/12/2022,additional photos from the damaged vehicle were received. Alinsco promptly reviewed them and proceeded to write an estimate for repairs. Alinsco contacted the complainant to go over the payment and supplement process, however, the complainant sustained that she will not accept the payment since she disagrees with the total amount.
  
  On 12/13/2022, Alinsco received a preliminary estimate from the complainants body shop On 12/16/2022, Alinsco completed an estimate for repairs. Alinsco contacted the complainant to advise them the repairs payment had increased and that her estimate had been rewritten. Despite the explanation, the complainant again declined the amount offered for the repairs.Later the same day, the complainant contacted Alinsco to accept the payment for her vehicle repairs. Alinsco requested a payment to be issued on the next business day.
  
  On 01/10/2023, the complainant advised Alinsco that she was going to repair the vehicle with a different body shop. On 01/14/2023,Alinsco received a supplement and additional photos from the damaged vehicle. The complainants body shop contacted Alinsco to follow up with the supplement received on 01/18/2023. On the same call, the complainants body shop advised there were no more supplemental repairs for the damaged vehicle.
  
  On 01/31/2023, Alinsco received a call from the complainant stating the body shop had told her that they were pending a payment on the supplement. Alinsco promptly reviewed the supplement received and noticed that there was a 2nd supplement that the body shop did not attach previously. The same day, Alinsco requested a payment for the difference on the supplement received. The check was approved to be issued the following business day. 
  
  The claim is paid and closed with no further actions needed from Alinsco.
  
  

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  DO NOT PURCHASE INSURANCE WITH THEM! Run in the opposite direction!!!!!!!!!! The worst insurance company ever! I wish I would have read the reviews before doing business with them. Ive never seen anything like this in my life. They are complete scammers! Not only was my fianc being over charged for our policy because ALINSCO changed the **** he was born on the policy to **** the price up!!! But my car has a full coverage policy with this horrible trash insurance company. After a hit and run my car was severely damaged and Alinsco is refusing to pay the supplemental for the damages. Stating the auto body shop didnt use after market parts. It was never verbally explained to us that we were obligated to use aftermarket parts nor is it written in our policy. DO NOT PURCHASE INSURANCE WITH THEM! They literally make you pay extremely high premiums by committing FRAUD and changing your date of birth to a younger year and then bail on you when its their turn to uphold their end of the bargain.

  

  Business response

  01/27/2023

  Alinsco Insurance Company is committed to providing understanding and resolution. It is our sincere hope that the information provided affirms our commitment to Alinsco clients, claimants, and ***** consumers. The following is submitted by the Alinsco Insurance Company in response to your review. The information herein is provided by Alinsco Insurance Group ********.(Alinsco), as a managing general agent for the Alinsco Insurance Company.

  
  The review submitted is from an Alinsco client. We are pleased to provide an answer to the complaint.

  The complainant states that Alinsco is refusing to pay the supplemental damages to their vehicle. The complainant also states that Alinsco is paying for only aftermarket parts to repair their vehicle.
  

  The claim was reported on 09/27/2022.  Alinsco secured a statement from the complainant the next business day.
  
  The complainants estimate was completed on 09/29/2022 and the vehicle was deemed repairable. Liability was accepted the following day on 9/30/2022 and a check for repairs was issued and sent to the complainant along with a copy of the estimate showing Alinscos approved labor rates for the area.

  On 11/01/2022 a supplement was received from the complainants body shop of choice. The supplement received contained labor rates $20.00 an hour higher than the prevailing rates in the area as well as changes from aftermarket parts to OEM or new parts on the supplement. ****** rewrote the supplement with our approved rates and the supplement was sent the complainants shop with a request for photos.
  
  Alinsco called the shop on 11/16/2022 and asked why they had changed the estimate to OEM parts and were told by the shop they only use OEM parts. Alinsco explained the customer does not drive a brand-new vehicle and that the policy allows for parts use of same year or newer on the complainants vehicle.
  
  On 11/18/2022 the complainant contacted Alinsco and stated he wanted to withdraw the claim
  
  On 11/25/2022 the complainant contacted ******* and stated he wanted the vehicle repaired. On 12/01/2022 Alinsco called the shop to inquire of status of repair.    
  
  On 1/12/2023 Alinsco completed the supplement and requested payment.
  
  On 1/26/2023 the complainant contacted Alinsco and advised the shop was holding his vehicle hostage and asked him to pay the ******** difference between the labor rates. Alinsco explained the shop was well aware of the process and knew what the labor rates were as they were listed on the original estimate provided to them. The shop tore down his vehicle and began repairs without contacting the insurance company for approval for the higher rates.
  
  Alinsco made an exception and paid the difference for the complainant and he thanked us for our concession.
  
  The claim is now closed with no further action required from Alinsco.

  
  

  Customer response

  01/27/2023

  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

  08/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Recently in a car wreck. The party at fault has Alinsco Insurance (formerly Empower Insurance). I have attempted to contact the business multiple times to file a claim and no one has called me back or will answer my call.

  

  Business response

  08/24/2022

  Alinsco Insurance Company is committed to providing understanding and resolution. It is our sincere hope that the information provided affirms our commitment to Alinsco clients, claimants and ***** consumers. The following is submitted by the Alinsco Insurance Company in response to your review. The information herein is provided by Alinsco Insurance Group MGA, Inc.(Alinsco), as a managing general agent for the Alinsco Insurance Company.

  The review submitted is not from an Alinsco client. Even though this is not our client that we represent, we are pleased to provide an answer to the complaint from this party that has not made a purchase of our services.

  The third-party complainant states that she is having difficulty filing a claim with Alinsco.
  
  Alinsco has reached out to the third-party complainant and left a voicemail with the contact information to our first notice of loss department as well as contact information to the claims department to assist her with filing her claim.

  We will continue our efforts until the third-party complainant is reached and the matter is resolved.

  
  

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went online looking for auto insurance. I supplied all information requested. I get an email 2 days later canceling my policy. I have been trying to get a refund as I provide proof there was coverage. I am looking for a full refund of the deposit.

  

  Business response

  08/18/2022

  Alinsco Insurance Company is committed to providing understanding and resolution. It is our sincere hope that the information provided affirms our commitment to our insureds. The following is submitted by Alinsco Insurance Company in response to your complaint. The complainant states that he went online to buy a policy with Alinsco Insurance Company. He further stated that two days letter the policy was set to cancel. The complainant is requesting a full refund of down payment. ************************* purchased a policy with Alinsco Insurance Company on 7/2/2022, to be effective 7/5/2022. The policy application was electronically signed and a down payment of $324.80 was received by Alinsco Insurance Company.Policy canceled effective 7/14/2022 due to excessive at-fault accidents and a refund check for $31.76 was sent on 7/25/2022. ************************* called Alinsco Insurance Company on 8/1/2022 stating that he has duplicate coverage and wanted full refund. Proof of duplicate coverage was received and accepted on 8/1/2022,Alinsco Insurance Company voided the policy on 8/1/2022 and a refund check for the remaining premium of $293.04 was sent on 8/5/2022. If ************************* has further questions, he may contact Alinsco **************** at ************ or his independent sales agent ******************* Insurance Agency *** at ************.

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This insurance company whose policy holder is at fault is stalling, lowballing, and otherwise doing everything in their power to wear me down without resolving my loss of income or loss of vehicle in a timely manner consistent with average insurance company resolution times. I am losing money by the day, but I cannot afford a lawyer to *** them, and I cannot afford to allow them to create future losses of income due to the total loss of my vehicle. I am just barely keeping up with paying for a rental car, which they claim will be reimbursed by the end of the claim, which is now going on two weeks.

  

  Business response

  07/08/2022

  Alinsco Insurance Company is committed to providing understanding and resolution. It is our sincere hope that the information provided affirms our commitment to Alinsco clients, claimants and ***** consumers. The following is submitted by the Alinsco Insurance Company in response to your review. The information herein is provided by Alinsco Insurance Group MGA, Inc.(Alinsco), as a managing general agent for the Alinsco Insurance Company.

  The review submitted is not from an Alinsco client. Even though this is not our client that we represent, we are pleased to provide an answer to the complaint from this party that has not made a purchase of our services.

  The third-party complainant states that Alinsco is delaying handling of the claim and he has not received the funds. The third-party complainant also states Alinsco has undervalued his damages and has not yet taken care of his rental expenses.

  The claim was reported on 06/21/2022.  Alinsco secured a statement from the Third-party complainant as well as the second claimant and our insured on the same day. Liability was also accepted the same day.

  The third-party complainants estimate was completed on 6/23/2022 and the vehicle was deemed a total loss. Total loss figures were ran and the offers were presented to the third-party complainant on the following day 6/24/2022. The third-party complainant did not agree with the offers and Alinsco requested he send comparable vehicles to review what value he is stating his vehicle is worth.

  On 6/29/2022 Alinsco issued a check for the tow of the third-party complainants vehicle in the amount of 150.00.
  
  The third-party complainant was called on 06/30/2022 and offers were accepted. Alinsco scheduled the third-party complainants vehicle to be picked up from his shop and taken to a storage free facility awaiting settlement of the total loss. Alinsco received a call from the third-party complainant on 7/1/2022. He was advised the pick-up of the vehicle was in process.
  
  On 7/5/2022 Alinsco called the third-party complainant to update him on the claims status.
  
  On 7/7/2022 Alinsco requested the Letter of guarantee from the third-party complainants lien holder to settle his total loss claim.    
  
  Alinsco issued the rental in the amount of ****** today despite the fact what the third-party complainant sent to us is an invoice for expected charges and not an actual receipt.
  
  The claim remains open and once the Letter of guarantee is received,we will be issuing the entire amount of the total loss funds to the lien holder as the third-party complainant owes more to the lien holder than the actual cash value of the vehicle.
  
  

  
  

  Customer response

  07/11/2022

  Better Business Bureau:
  
  Thank you for your prompt handling of this issue, as a young, new business owner, it is disheartening to see the state of our national economy as it is and seeing this newfound initiative by the Better Business Bureau and its modernization for the new decade provides a glimmer of hope in these hopeless times. 

  Bad practices by small insurance companies such as Alinsco Insurance (formerly known as Empower Insurance) are but a small part of a much larger problem. It is important to identify such issues and correct them.

  Unlike most well-known insurance companies, Alinsco Insurance does not show ** in most ****************** listings of insurance company's nor do they communicate with ******************'s to ensure that the injured party is put into a rental vehicle. Instead the cost is put on the injured party to pay these expenses out of pocket to be reimbursed at a later date upon receipt (up to $40 a day as per company policy). Most rental cars in the ******, ** area start at a minimum of $60, though I am happy to hear that Alinsco will be paying these expenses in full. Due to the nature of rental vehicles, this has been an extremely tenuous issue as I only have a credit line of $500, and with a $200 holding fee, car rental has been extremely difficult to mitigate with my dwindling budget and has put my business at danger of going under.

  There has also been the MAJOR issue of the loss of my vehicle, as not only is my business's most valued asset, it is also the primary tool relied on for generating income for my business and the loss of this vehicle has been CATASTROPHIC. Thus far I have been charging a value of $1,000 per week for the loss of wages which is the approximate amount made per weekend. More often I make over $1,000 per week at the amounts of $1,035- $1,130 and I believe I have been very generous in approximating the value lost instead of 100% losses. Alinsco Insurance has been provided evidence of this wage loss in the form of screenshots from the food delivery app which provides the income. The representatives from Alinsco Insurance have been very unclear about reimbursing me for the loss of wages, which as per ** ***** of Insurance Standards, I am informed that insurance company's are responsible for reimbursing. Being kept in this state of uncertainty has been detrimental to my business. 

  In my experience with Alinsco Insurance, they have been operating just as the many 1-star reviews on various business review sites such as Yelp or ****** Reviews report. Shady practices, a bad reputation, and absolutely poor processing times, it is a surprise to me that their business is allowed to operate at all! I have worked with many representatives with this company going through several as their attempts to gaslight me and poorly inform me of what standards they are supposed to reimburse me have all failed. When pressed for evidence of their claim of only a reimbursement of up to $20 a day for loss of income, made by representative *******************************, they failed to provide such evidence. I was later informed that "the proper terminology is Loss of Wages, not Loss of Income," which is suffice to say a very underhanded way to deal with this situation.

  I expect that Alinsco Insurance (formerly known as Empower Insurance) will operate within the proper standards of the ** ***** of Insurance, and as a new business owner I will not be afraid to assert myself in this new threatening economic environment of predatory businesses like Alinsco Insurance. I am glad to see the Better Business Bureau taking the initiative and mediating interactions such as these. 

  I will be providing a new invoice on Monday, June 11th, with an unpdated estimate of damages. Receipts and other documentation will be provided to the claims email of Alinsco Insurance, just as all prior documentation has been sent. Alinsco needs to check this email and not be underhanded in their representation of how documentation was or was not provided. 

  
  Regards,
  
  *******************

*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. ↩