Business Profile

Auto Insurance

CSAA

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Important information

Customer Complaint:
BBB’s business profile for CSAA was created in May 1932. A review of CSAA complaints was completed in June 2025

BBB suggests consumers review the link below for additional information regarding assistance and conditions of coverage.

https://mwg.aaa.com/membership/terms-and-conditions
https://mwg.aaa.com/insurance

Complaints

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

Customer Complaints Summary

359 total complaints in the last 3 years.
109 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:09/26/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
AAA Stated in writing that a recovery payment of $23,000 that *** committed to paying nearly a year ago in writing Would be paid out should I re-purchase all of the items that were stolen in which I did. The repeated failure AAA to fulfill this obligation has caused immense financial and emotional hardship, especially in the wake of the loss of my child. This breach of contract and good faith is unacceptable and has significantly impacted my ability to manage basic living expenses during a time of profound grief.
Business Response
Date: 10/03/2024
Dear BBB:
We are in receipt of your offices inquiry and welcome the opportunity to address any issues raised. We have reviewed the complaint to your department which was received on September 27, 2024. I have provided the information you requested below.
We acknowledge the concerns of our insured and have researched their inquiry. We can offer the following information following our review of the claim file and coverage determination.
After a thorough review of your homeowners claim, we must clarify that there was no commitment made regarding recoverable depreciation which is dependent upon submission of replacement receipts. Our insured received payment for those items which were supported. Additionally, our records indicate that our insured did not provide the necessary documentation for any further consideration and did not fully cooperate in the investigation of the claim. As a result of their failure to cooperate in providing additional information and the completion of the examination under oath, the claim was denied.
Given these circumstances, our position to deny the claim remains supported and unchanged. We hope this has brought some clarity to our insureds concerns and thank you for the opportunity to address this inquiry.
Sincerely,

CSAA Insurance Group Claims Department
Initial Complaint
Date:09/25/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I just got an e mail stating if I did that on line survey in the next 5 minute I would get a new car emergency kit for my car. Then after the survey, they said I had to pay for the shipping cost. It did not say this before I did the survey. This is false advertising. Csaa needs to pay the shipping costs!
Business Response
Date: 10/01/2024
This is not a promotion sent by *** this is spam mail, If member has paid than she needs to dispute charges with her credit cared company

Sincerely,
Lakshmi Pal
************
.
Initial Complaint
Date:09/19/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We lost our home in the 2020 CZU wildfire. Our living expense was suspended until we could make better forward progress on building our new home. There was no mention of an expiration (other than policy limit) to our monthly living expense. Now that we have actually started the build, I've asked for the living expense payment to be restarted and have been told I'm outside a three year window for those payments. I've got more than 18 months in that particular "bucket" of my policy that was not paid out. I've been told a flat NO to reinstatent of payments. The address that was lost in the fire was *************************** *************, CA *****
Business Response
Date: 09/26/2024
Dear BBB:
We are in receipt of your offices inquiry and welcome the opportunity to address any issues raised. We have reviewed the complaint to your department which was received on September 19, 2024. We are aware that the complainant has experienced a significant loss due to the wildfire in August 2020, and we are committed to addressing your concerns fairly and transparently.
In accordance with the terms and conditions of your policy and considering the regulatory extensions due to the challenging circumstances created by the wildfires, we indemnified you for your loss. We understand that you purchased a property out of state shortly after the loss and later informed us of your intention to sell the affected property and rebuild elsewhere. We continued to provide benefits as per the policy terms, however, the policy only provides coverage for loss of use coverage as follows. Payment under a. or b.shall be for the shortest time required to repair or replace the damage or, if you permanently relocate, the shortest time required for your household to settle elsewhere.
Because no progress was made towards rebuilding, benefits were suspended. We communicated that we would re-evaluate this decision if you actively pursued reconstruction. Unfortunately, no steps were taken to move forward with repairs or show any progress until the time limit to present a claim had expired, which is more than three years after the initial loss.
Given the contractual and regulatory time limitations, we are unable to consider new requests or provide additional benefits at this point. We regret any inconvenience this may cause and appreciate your understanding of the constraints we must operate within.
If you have any further questions or need additional information, please do not hesitate to contact us directly. We are here to assist you and ensure that your concerns are addressed appropriately.

Sincerely,

CSAA Insurance Group Claims Department
Customer Answer
Date: 09/27/2024

Complaint: 22311239

I am rejecting this response because:
I understand that *** thinks I did not make enough forward progress quickly enough and I even accepted their decision to suspend the living expense until I was able to get through the extensive county paperwork, the required engineering, hiring of a general contractor, architecture designs and county approval...and everything else it took to finally get started with grading two weeks ago. Not to mention the prolonged decline and death of my husband. My understanding was that it didn't matter where I built or bought a replacement home. Again, there was absolutely no mention of a time limit for these benefits. It would be reasonable to not exceed the limit of the funds of our insurance benefits, however there was still more than a full year at the agreed upon rate of $4500 per month. Had I known there was a time limit, I would have pushed much harder to continue the benefit payout until the funds were exhausted! I'm beginning to feel as though I've been taken advantage of by a company that holds all the cards in a system they created and are the only ones who know the rules and punish people (me) for not knowing how to play. All this during one of the most vulnerable times in anyone's life.

Sincerely,

******* *********
Business Response
Date: 10/01/2024
Dear BBB:
We want to reiterate that we deeply regret the tragedy the complainant experienced and believe that our actions demonstrate our proactive efforts to help her recover.
It's important to clarify that the coverage the complainant is seeking is not an account from which money can be withdrawn indefinitely. As outlined in the policy and governed by state regulations, the coverage is subject to specific conditions and timelines, which we have fully complied with. Our position on this matter remains unchanged.
Regarding the time required to complete various tasks, it's notable that these tasks were not pursued at any location in a timely manner. While the complainant has the right to rebuild at any location, they were obligated to do so as soon as reasonably possible. After purchasing a property, no efforts were made to begin the process at the new location or to move forward at any location. We extended benefits for a considerable period during which no action was taken to complete these processes.
Moreover, the complainant retained a public adjuster to act as her expert. This individual had the expertise and responsibility to provide counsel on these issues.
We understand that this situation may be challenging, and we are committed to ensuring that you have the information you need.

Sincerely,

CSAA Insurance Group Claims Department
Customer Answer
Date: 10/03/2024

Complaint: 22311239

I am rejecting this response because:
The FACT remains that there was absolutely no mention of any deadline or expiration of living expense. I'm not sure why it wouldn't be reasonable for me to accept the statement from the CSAA *** letting me know that once forward progress was made on my house rebuild that my living expense would be reinstated...to the full extent of the $ benefit available to me under the polucy.

Sincerely,

******* *********
Business Response
Date: 10/04/2024
Dear BBB:
Thank you for allowing us to review the complaint's follow up concerns. Our position remains unchanged and we now consider the matter closed.
Sincerely,
CSAA Insurance Group Policyholder Relations Department
Customer Answer
Date: 10/04/2024

Complaint: 22311239

I am rejecting this response because
CSAA continues to reference a 3 year expiration...which was never stated...but, if that premise is accepted, then AAA still owes me 16 months of living expense. :
They stopped payments Aprill 2022, which is a full 16 months short of the 3 year time limit. At what point does a 3rd party, BBB actually become involved and review the information?

Sincerely,

******* *********
Initial Complaint
Date:09/19/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought my house back in September of 2014 and decided to go with AAA home insurance since I had their car insurance. I recently filed 2 claims with them, mind you the only 2 claims I've ever filed with them were fence damage due to strong winds blowing down the fences (5/23) and the other was for smoke damage due to wildfire (2/24)(Claim #****-56-6943). After filing the claim with AAA for the wildfire and having Legal Corner represent me, they denied the claim at first because there was an ash tray that was in my daughter's room. I informed them that it was decorative ash tray not one that gets used in the house for smoking. The house was tested for the smoke damage and my daughter's room came back with the least amount of smoke damage level which the only high readings came from the garage and the exterior of the house all other levels in the house were very low. I told the lawyer for them to reach out to AAA and ask for proof of the ashtray having ash in it. There was no such proof of this ashtray, so *** decided to say my claim is denied because during the recorded statement I said I quit smoking 6 yrs. ago and because I used to be a habitual smoker it questioned the truthfulness of what my lawyer had been telling them which is that when I did smoke it was outside across the street at the park because my son is asthmatic and I don't allow for anyone to smoke in my house. I really feel like AAA is grasping at straws and trying anything to not pay out the claim and reinstate my insurance with them. I've been paying for insurance with them for what was almost 10 yrs. spending around $20,000 with them and now they don't want to pay me for the claim I had submitted. I strongly feel like there's something dirty they are pulling here when it's clear as day that my house doesn't smell like a smoker's house and the room, they based their whole findings on was in the 1 room with the lowest levels of smoke damage in the house.
Business Response
Date: 09/19/2024
Please forward to ********* NCNU at ************************** for review/response.*****************************************************; Thank you.
Business Response
Date: 09/26/2024
Dear BBB:
We are in receipt of your offices inquiry and welcome the opportunity to address any issues raised. We have reviewed the complaint to your department which was received on September 19, 2024. I have provided the information you requested below.
We acknowledge the concerns of our insured and have researched their inquiry. We can offer the following information following our review of the claim file and coverage determination.
We have reviewed your complaint regarding your claim for smoke and ash exposure to your property. During our investigation, it was identified that smoking occurred within the property, which was supported by photographic evidence of a used ashtray, smoking materials, and a noticeable smell. This evidence was contrary to the statements made by you in your sworn proof of loss and recorded statement, where it was attested that no smoking occurred inside the home.
The concealment and misrepresentation of relevant information during the investigation led to the denial of your claim. Subsequently, a review by our underwriting department determined that the policy would be cancelled due to these actions and misrepresentations.
We hope this has brought some clarity to our insureds concerns and thank you for the opportunity to address this inquiry.
Sincerely,

CSAA Insurance Group Claims Department
Initial Complaint
Date:09/19/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Im an auto club member and Im insured aswell. I signed to allow autopay for my $50+/- per month car insurance and Ive been charged over $200 per month. I only authorized that amount not the other and they keep debiting me without my permission.
Business Response
Date: 09/06/2024
Please forward to ********* NCNU at ************************** for review/response.*****************************************************; Thank you.
Business Response
Date: 09/19/2024
Please forward to ********* NCNU at ************************** for review/response.*****************************************************; Thank you.
Business Response
Date: 09/19/2024
Please forward to ********* NCNU at ************************** for review/response.*****************************************************; Thank you.
Business Response
Date: 09/19/2024
Please forward to ********* NCNU at ************************** for review/response.*****************************************************; Thank you.
Business Response
Date: 09/27/2024
September 27, 2024

Better Business Bureau, ****

Re: BBB File Number: 22200430

Dear Better Business Bureau, ****:
We are in receipt of your offices inquiry. We have reviewed the complainants concerns to your department.
Below you will find our response concerning this matter.
The complainant requested contact by us. We left two voicemails message in the past 24 hours. In our last message, we advised the complainant that we would be responding to the inquiry. We also requested that the complainant review our response and if any questions to call our Senior Consultant.
Our records show this is a new auto policy opened in March 2024. When the complainant opened the policy, the monthly installments were quoted at $56.34. That same day, the complainants Sales Agent updated her policy by adding a driver (*******),this caused the monthly installments to increase to $200.16.
Should you have any questions or require any additional information, please let us know.
Sincerely,

CSAA Insurance ************* Department
Customer Answer
Date: 10/01/2024

Complaint: 22200430

Im in and out of the hospital with a terminal illness so I cannot speak on the telephone easily. Im rejecting this response because ******* paid for the additional amount, that day with his own card and agreed to pay that part separately. The agent that set him up even said that if he doesnt pay the additional amount, he would be dropped because only my amount had authorization to be withdrawn. Additionally, whether he did or didnt pay is his issue because direct withdrawal from my card was only authorized for the $50 +/- for automatic withdrawal. I didnt sign to authorize any other amount. I believe you also knew and thats why a double payment came through late. This isnt legal, I didnt sign for that and you dont have my signature approving any further amount. I expect a refund for the illegally taken over payment that wasnt authorized by me, the card holder.

Sincerely,

****** ********
Business Response
Date: 10/07/2024
October 7, 2024

Better Business Bureau, ****

Re: BBB File Number: 22200430

Dear Better Business Bureau, ****:
We have reviewed the complainants additional concerns to your department.
Below you will find our response concerning this matter.
The complainant indicated that ******* paid the additional amount. We do show record of two payments ($55.08 and $266.70) applied to the policy when it was opened on March 20. As well as an additional payment in the amount of $127.54 on March 21.
The complainant indicated that the agent set the policy up so that if ******* doesnt pay, ******* would be dropped. This policy is under both names.Unfortunately, we do not drop one policyholder when the other does not make his/her portion of the payment. If one policyholder does not make their payment,the policy (both policyholders) in whole is cancelled.
The complainant also indicated that only $50 +/- for the automatic withdrawal was authorized. This is the correct installment amount that was authorized at the opening of the policy. The complainant enrolled in our Automatic Payment Plan. Under the Automatic Payment Plan terms and conditions, it states,If a regular payment amount changes, well let you know at least 10 days before charging your account. We communicated the change (to $200.16) in amount to you on March 21.
Please note: The policy is currently showing a past due amount. If you wish to pay your balance and cancel your policy to prevent any further additional charges, please call us at ************, available 24/7.
Should you have any questions or require any additional information, please let us know.
Sincerely,
CSAA Insurance Group Policyholder Relations - Corporate Headquarters
Customer Answer
Date: 10/07/2024

Complaint: 22200430

I am rejecting this response because they arent being honest because if they were, then they would focus on why a double payment was charged to my account almost a month late. Also, ******* was added after the policy was established and added later with his own credit card. The fact still remains that you fraudulently charged my card for an amount I didnt authorize and I was told would only be charged and I have documentation proving it. These sneaky business tactics you why they are losing me as a long standing and loyal customer. You arent worth supporting because if this. Send the refund for the *** membership and remove me. You are not to be trusted and should be ashamed at your treatment of me especially because Im terminally ill.

Sincerely,

****** ********
Business Response
Date: 10/08/2024
October 8, 2024

Better Business Bureau, Inc.

Re: BBB File Number: 22200430

Dear Better Business Bureau, Inc.:

We have reviewed the complainants additional concerns to your department.
Below you will find our response concerning this matter.
The complainant said we did not address why a double payment was charged. We did not take two payments (a double payment). There was an increase in the installment amount. This increase was applied because of the adding of ******* and the policy is showing monthly installments are not being met.
We are sorry to hear you will be leaving our company.
The policy is currently showing a past due amount. If you wish to pay your balance, cancel your membership and policy to prevent any further additional charges, please call us at ************, available 24/7. We prefer to do a cancellation by phone, but, if you are unable to call our ****************** due to your health, you may email my department with your written request to cancel your auto policy and membership at ************************************************ include the date you would like the cancellation to start. We cannot process a cancellation date prior to today, unless you can provide proof (insurance with another carrier) to backdate for consideration. Please note: Your membership is with the Club, if you call, be sure to advise the agent that you would like to cancel your membership. The agent will get you transferred over to the Club to cancel your membership. If you send the email, we will make sure a copy of your request is routed to the Club for processing.
Sincerely,

CSAA Insurance Group Policyholder Relations
Customer Answer
Date: 10/08/2024
Complaint: ********

Im writing to formally reject your recent response regarding my complaint, numbered ********. It is abundantly clear that there has been a lack of accountability on your part, as well as an absence of evidence demonstrating compliance with the relevant regulations.
To clarify, your organization processed a double payment late, which was significantly more than what I had authorized. My records indicate a single late payment of over $400, while I only consented to a withdrawal of $56. This is not only troubling but reflects a rather concerning approach to business practices.
Moreover, I had previously engaged my son in our decision to continue our coverage with ***, transitioning from another provider in hopes of establishing a longstanding familial relationship. Regrettably, the current circumstances have jeopardized that trust.
I must emphasize that our loyalty can easily be directed elsewhere, as quality insurance options abound. Unless you are willing to take corrective measures to restore our relationship, I am left with little choice but to seek expert assistance and further escalate this matter. It is disheartening to witness what appears to be an attempt at gaslighting rather than a genuine effort to resolve the issue at hand.
I believe in the principles of honesty and compassion in business, and I expect the same from your organization. Should the situation remain unresolved, I will not hesitate to take my patronage elsewhere, as our history with you does not warrant the disregard we have experienced.
Thank you for your attention to this matter. I look forward to your prompt and constructive response.
Cassie Chlarson
Initial Complaint
Date:09/18/2024
Type:Service or Repair Issues
Status:
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 am filing a formal complaint against CSAA Insurance Group, specifically regarding my claim (Claim #****-59-0067) and the handling by Claims Supervisor **** ***** and her superior, Angelique.1.Rental Coverage Dispute: My policy entitles me to a 30-day rental car at AAAs discounted rate while my vehicle is being repaired. Despite this, I have only been offered a cash payout of $540, which is significantly less than what I am owed under the policy terms. The repairs are expected to take longer than 9 days, and I should be provided with a rental for the full duration at the discounted rate.2.Refusal to Fix Damage in Full: CSAA is also refusing to cover the full extent of the damage to my car that was caused in the initial incident. This is a clear violation of their responsibility under my policy, and I expect them to repair the damage in full.3.Unprofessional Conduct: In addition to the mishandling of my claim, I received a private call from Eddas superior, ********** during which inappropriate and bizarre remarks of a satanic nature were made. This behavior is unprofessional and has caused me distress.I have already reported these actions to the state authorities, and I am now seeking further resolution through the BBB. I expect CSAA Insurance Group to provide the coverage I am entitled to, repair the damage to my vehicle in full, and address the misconduct of their employees.****** ****** **********, **
Business Response
Date: 09/24/2024
September 24, 2024
Better Business Bureau, ****

Re: BBB File Number: 22304980

Dear Better Business Bureau, ****:
We are in receipt of your offices inquiry. We have reviewed the complainants concerns to your department.
Below you will find our response concerning this matter.
The rental coverage applicable to the complainants policy is on a reimbursement basis. The policy affords coverage once rental expenses are incurred. Repair/rental days were calculated using the labor hours approved on the estimate which equates to 9 days of rental. The repairs to the complainants vehicle were not scheduled with the shop therefore, in the interest of customer service, payment was issued to the complainant directly.
Regarding the damages to the complainants vehicle, the point of impact reported on this loss was the driver side rear. The estimate was modified to exclude damages not related to the loss and payment was sent directly to the complainant.
At CSAA, we uphold our core values which ensures we handle every interaction with polite and professional communication.
Should you have any questions or require any additional information, please let us know.

Sincerely,

CSAA Insurance Group Claims Department
Customer Answer
Date: 09/25/2024
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.

Sincerely,

****** ******
Initial Complaint
Date:09/16/2024
Type:Service or Repair Issues
Status:
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.
Called AAA for roadside service - was asked if I wanted / needed auto insurance; told the woman no, definitely note because I ALREADY had gotten a quote from *** where the person indicated AAA could not match the premium. Days later, I get a letter from *** that it had accessed my credit report for an insurance quote. That is fraud - and an invasion of my privacy. I want AAA to make this right - it's disgusting: not sure if this an employee-led effort to ****** more points for quotes but it's a clear violation of my privacy. Thanks.
Business Response
Date: 09/17/2024
This should be sent to hr local club in *******
Sincerely,
Lakshmi Pal
************
Customer Answer
Date: 09/18/2024

Complaint: 22293365

I am rejecting this response because: if you look at the letter - and its return address - it comes directly from the Santa *** ***. I have had *** since I lived in California from 1982; I moved to Vermotn in 2014 and *** always continues to associate my account with ********************** because it's linked to my cell phone number: ************. And - *** has not been able to correct that issue: every single time I call for roadside service, the call always goes first to California and then I'm routed to *********** (and there's often lots of delays: one time while in ********, I was on the phone with *** for nearly 30 minutes just trying to get them to realize I DO ACTUALLY HAVE A *** card. Their service has dwindled significantly; I may consider going elsewhere - this is getting tiresome. And now the incompetent a$$wipes are accessing my credit report for ZERO reason! I DID NOT ASK FOR INSURANCE - STATED SPECIFICALLY I DID NOT NEED IT. Tell the *** guy to stop being lazy and do his job and stop trying to push this off on *********** when it's California that's the problem. Thank you.

Sincerely,

******** ******
Customer Answer
Date: 09/30/2024
Hi. Please cancel / close this complaint. *** contacted me by phone and cleared this up. Thank you. Complaint #******** Again, many thanks for the help. Please forgive any frustration-laden communications. Best, Victoria
Initial Complaint
Date:09/16/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
*** representative is unresponsive to numerous weekly emails regarding Claim number ************.On July 24, 2024, the claims representative came to ************************************** to complete an assessment of damages (claim date of July 2, 2024).On August 20, 2024, 27 days since the claim representatives visit to ********************, the representative sent an email indicating she was finalizing the estimate and would have it completed by August 23, 2024, sending me and my daughter both a copy of the estimate. As of today, September 12, 2024, it's been 50 days since the representative came to ********************, and we have yet to receive an estimate of the damages. We (my daughter and I ) have sent weekly emails to inquire about the status of our claim and if there were any outstanding documents she needed. She will not respond to any emails. I would like a supervisor or manager to contact us to give us a status update of the claim. I can be reached at ************ or ************.
Business Response
Date: 09/16/2024
September 16, 2024
Dear *** L at the Better Business Bureau:
We are in receipt of your offices inquiry.
We have been alerted by our ***************** that the complainant also filed a formal complaint with the Department of Insurance.
To avoid a duplication of efforts, our ***************** will respond directly to the Department of Insurance. As part of the Department of Insurance formal complaint process, a response letter will be sent directly to the complainant. The concerns submitted to your agency will also be reviewed and addressed in their response to the complainant.
Should you have any questions or concerns, please let me know.
Sincerely,
Policyholder Relations
Corporate Headquarters
CSAA Insurance Group
Initial Complaint
Date:09/13/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
According to CSAA, my homeowners policy was not renewed due to the condition of my roof. I had a licensed roofer examine the roof and was provided an assessment report that there were no issues with the roof, the roof was in good condition, and no repairs are needed to the roof. I inquired with CSAA specifically what area(s) of the roof they were referring to for them to make this nonrenewal determination. No response has been received from them. My family and I have been members of CSAA for over half a century and are extremely disappointed with the customer service received. They certainly do not respect or value my loyalty to them. Serious consideration is being given by my family and me to take our business elsewhere.
Business Response
Date: 09/19/2024
Dear BBB,
We are in receipt of your inquiry and welcome the opportunity to address any issues raised. Please note that Ms. **** has also filed a complaint with the California Department of Insurance. We have responded accordingly standing on our position.
Sincerely,
CSAA Insurance Group Policyholder Relations Department
Customer Answer
Date: 09/20/2024

Complaint: 22281072

I am rejecting this response because: I am respectfully requesting a detailed explanation as to what part of my roof AAA is basing their determination on to not renew my homeowners policy. I had received a Roof Evaluation from a licensed roofing company stating that the roof is in good condition and that no work or repairs are recommended this report was submitted to ***. Thank you.

Sincerely,

Mae Kong
Business Response
Date: 10/01/2024
Dear BBB:
Attached, please find our response to the complainant's California Department of Insurance inquiry. Our position remains unchanged and we now consider the matter closed.
Sincerely,
CSAA Insurance Group Policyholder Relations Department
Initial Complaint
Date:09/11/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had CSAA home insurance for 49 years. they sent me a notice of nonrenewal due to fire danger. They only referred me to California Fair Plan and gave me no other help. So much for customer loyalty.
Business Response
Date: 09/12/2024
Dear BBB,
We are in receipt of your offices inquiry and welcome the opportunity to address any issues raised. We have reviewed the complaint to your department which was received on September 12, 2024. Contact has been made with the complainant to offer all available options.
Sincerely,
CSAA Insurance Group Policyholder Relations Department

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