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Business Profile

Insurance Companies

CAA Insurance Company

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 45 total complaints in the last 3 years.
  • 21 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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Complaint status

Complaint type

  • Initial Complaint

    Date:31/10/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 October 23rd 2022, I was involved in a single-vehicle fire. It caught fire spontaneously while on the highway. I was forced to pull over in a ********* parking lot and escape from the vehicle before it went up in flames.

    I filed my claim that same evening and was contacted next day by a general rep who took down all details and information pertaining to the fire. I was advised that same day that an appraiser was requested to attend the lot where my truck was located (from initial tow - after speaking to an agent on October 28th, I was then advised this could take 3-5 business days. If the request was even put in Monday morning, October 24th, wouldn't make 5 business days Friday October 28th?

    Either way, I was advised on Tuesday October 25th that my current assigned adjuster (Dunia) would no longer be handling the file and that the matter would be escalated to another adjuster Nalini. I let a day go by hoping I would hear from my adjuster, however that never happened. So I called back next day (Oct 26th) and spoke with a rep who provided me with Nalini's phone #, email and my claim #. I emailed Nalini that day with no response. I then called next day and left a voicemail (Oct 27th) - No response. I called/'emailed again next day (Oct 28th) - No response. On October 28th, later in the day, I called back the general line once again and an agent was able to tell me that I needed a fire report #, bill of sale, etc as next steps but that Nalini was in fact my adjuster handling the file.

    Given my legal/total loss position within ******* Financial Services, *********** and *******, * ********** *** ***** ******** ** ***** ****** *** ********** *** **** **** ***** ******** there has been no point of contact form my adjuster after this ********* experience and each day my truck sits at the lot, the $ keep going up. IF the fire is mechanical and not covered, I will have to pay the storage $ due to CAA's lack of customer service, professionalism and urgency.

  • Initial Complaint

    Date:26/10/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 on October 7 of 2022, I put in an online claim as it was after hours and it took CAA five days to get back to me regarding my claim. I have now been off of work for three+weeks ***** ** ********** ************. CAA was not able to secure me a rental vehicle when it states in my insurance policy that I am entitled to a rental vehicle upon a car accident claim, it is a 40 minute commute to and from my work from my home. ** ******** *** ****** **** **** *** ** ******* ** ** ******* *** I have missed three weeks of work due to this accident and due to the fact that I have only been contacted once by CAA in the past three weeks ***** ***** ** ********** ************.
    ***** ** ********** ** ****** *** **** ****** ** ****** **** ***** * ***** ** ******* *** ***** ** ********** ** ****** *** * ******* **** * *** ********* ** ** ******** *** ************ ***** ********* ** *** ***** ***** **** ******* **** ** ********* ***** ********** **** *** ***** *** ******* ****.

    I have sent several emails and tried calling multiple times without any response to myself. I have financed a new vehicle as they weren’t able to provide me with a loner but I can’t drive the new vehicle off the lot until CAA pays off my previous car loan which is written and states in my policy that they will pay off the loan completely if the vehicle is deemed as a right off which it is.

    It is almost a month I’ve been off work now and with rent ****** ** * ****** ****** ** *** **, ***** *** **** *** *** *** **** *** ** *** * **** **** ** **** ****** ***.

    The job needs to be completed ASAP!! I need to ** **** ** ****, be able to pick up my new vehicle from ******** *** *** * **** ** ** ********** *** *** ** *** **** **** **** *** **** *** ** ***** ********** ** * *** *** *** ** ***** *** ******** ** **** ** ******* ****** ******

  • Initial Complaint

    Date:12/10/2022

    Type:Order Issues
    Status:
    Resolved
    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 a brand new car where I was not at fault. I had the deprecation waiver ( replacement value waiver) on my policy. CAA I insurance is not paying out replacement value, they are over 8000$ short. They cut of rental car coverage with no resolution ******* ** *********** ********** ** *** * *** ***, ( new cars are very hard to find) no rental car and over 8000$ in dept.

    Business Response

    Date: 02/11/2022

    We have completed our review and have contacted and addressed our policyholders concerns. 

    Customer Answer

    Date: 30/11/2022

    Hi there
    I received the cheque in the mail today.
    Thank you for your help

CAA Insurance Company is NOT a BBB Accredited Business.

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