Complaints

This profile includes complaints for American Alliance Casualty Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  American Alliance Casualty Company

  PO Box 31670 Chicago, IL 60631-0601

  
• 

  American Alliance Casualty Company

  9600 Bryn Mawr Ave Rosemont, IL 60018-5226

  

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:06/16/2025

  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.

   
  Complaint: 23473731
  
  I am rejecting this response because: American Alliance Casualty Company told me that I was responsible for getting the vehicle to auto body shop for inspection (in spite of me having tow coverage). Per the instructions given to me; I was never instructed to ONLY have the vehicle towed. So I had the vehicle towed to the dealership because it was closer and from which I then drove the vehicle to the auto body location for inspection. To then only have the mechanic that the Insurance Company sent me to do more damage to my vehicle.
  
  Sincerely,
  
  ****** *********oitation of the vehicle's security through software or through malicious code. At the time of the incident; my vehicle (VIN# *****************) my vehicle was up to date in its software and systems and free from any recalls.I dispute Insurance Company's reasoning as the clauses they have presented ultimately leave me without coverage ultimately striking the very reason why motorist obtain coverage.

  

  Business Response

  Date: 06/25/2025

  We have video evidence showing that the vehicle started with the insureds keys, and there was no indication of electronic methods being used to access or operate the vehicle.
  Per the policy definition, "forcible entry" refers to unauthorized entry or use of the vehicle, which includes:
  Physical tampering or forcesuch as damage or marks on the ignition, steering locks, or other security devices intended to prevent unauthorized access or use,
  or
  Electronic intrusionsuch as exploiting a software vulnerability or using malicious code to gain access or start the vehicle.
  Since none of these criteria were met, the situation does not meet the definition of "forcible entry" under the policy.

  

  Business Response

  Date: 06/27/2025

  Denial still stands as according to the invoice you bought a new key and FOB. We have a video showing the vehicle starts, there was no use of electronic means to either access or to operate the vehicle as your keys started the vehicle.
  
  
  forcible entry means unauthorized entry or use of the vehicle and 1) use of actual force or tampering to either access the vehicle or to use the vehicle as evidenced by marks or damage to the ignition, ignition locks, steering locks,or other security devices installed to prevent access or operation by unauthorized persons or 2)use of electronic means to either access or to operate the vehicle as evidenced by exploitation of a security vulnerability in the vehicles software or deployment of malicious code.
  

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23473731
  
  I am rejecting this response because: the purchase of the new key fob also included it being programmed due to the vehicle being broken into (forcible entry) and the system being reprogrammed making the original key issued to me at the time of purchasing the vehicle useless: thus meeting the terms of forcible entry by your standards.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:06/12/2025

  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.

   
  Complaint: 23460177
  
  I am rejecting this response because:
  
  Besides the letter that notified me that American Alliance was waiting for more information on their insured. The other times we communicated via phone call was because I called myself and waited over 30 mins - 1 hr. They claimed the first time that they were waiting for their insured to provide information. The insured told me there was nothing pending. The next time I call and waited almost an hour for someone, they put me on hold for 10 minutes to tell me they were still looking into it. I asked to speak to the adjuster and they sent me to her voicemail. I never received a call from ***** ********. I finally received a call from her once I made this BBB claim. She seemed very unapologetic about not reaching out to me for  almost a month. She stated they spoke to me when I would call. That is exactly my point, why did nobody reach out to me after my multiple attempts? I told ***** I would like for an estimator to come out to look to my car but according to ***** that is not allowed. I need her supervisor or someone else that is more reliable and will actually call me back.

  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 06/25/2025

  We are sorry to hear that your claim experience did not meet your expectations.
  
  In line with our commitment to providing timely responses, our records indicate that we communicated with you via phone, email, or follow-up correspondence on the following dates: 5/29/25 and 6/24/25.  Additionally, we sent an initial letter on 5/22/25. 
  
  A representative from American Alliance will be reaching out to address your current concern.

  

  Business Response

  Date: 07/16/2025

  Please be advised that this claim has been resolved as of 7/15/25 with payment being issued to Ms. ***************  The adjuster has contacted Ms. ******** and explained the payment.

• Initial Complaint

  Date:06/07/2025

  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.

  My vehicle was damaged while i was attending a play. i filed all necessary paper work to the insurance company. they denied my claim stating that i had gave false information or documents during the time of applying for the insurance. if that was the case why was i not notified before i put in this claim that should have been taken care of before excepting payment from me for 6 months. 

  

  Business Response

  Date: 06/09/2025

  ******** *****, After a thorough review of the applicable policy documents, American Alliance Casualty Company regrets to inform you that we are unable to honor any claim arising from the referenced motor vehicle accident.
  Our underwriting department has initiated rescission of the policy from its inception due to a material misrepresentation made in the insurance application. Specifically, you failed to disclose that your vehicle was being garaged at, and/or that you resided at, *********************************
  This information is considered material to the underwriting of the policy. Had it been disclosed at the time of application, it would have affected the Companys decision to accept the risk, the terms of coverage, or the premium charged. As such, this misrepresentation voids the policy from its inception.

• Initial Complaint

  Date:06/03/2025

  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.

   
  Complaint: 23411563
  
  I am rejecting this response because:
  Everything said was a lie!! No one ever contacted me, on the contrary I alway had to contact them!! Every time I spoke to *******, the letter with instructions was being mailed. I received 2, one dated 5/12 which I did not receive until the 5/21, the next was dated, 5/21 which I did not receive until 6/2!!!  Today was the first time I have ever had a telephone call response!! ***** ****** called me today June 17, at 2:25pm. She said she was returning my call, I called twice before I finally received a response!! I was told the acceptance letter was mailed on June 6th, the postmark says June 13th. Everything this company says is a lie!! Im appalled by the audacity of the response. Any conversations were generated by me except for today. My expectations, I could not have lower expectations of a company that has you photograph you vehicle and ** decides how much money you will receive!! I stated I was not going to repair my car but I would like reimbursement for the damages. ***** ****** stated I can take it in to one of American Alliances repair shops. If it was deemed to cost more that the ****** the ** allotted, they would pay the repair shop, they will never reimburse me directly except for what the ** amount is. The way they have the pictures taken on a little car that comes on the camera which btw didnt work the first few times I tried to fit the panels into the car frame!!! There is a dent that ** didnt see but American wont pay me for, only a body shop!! This is the most underhanded despicable company I have ever had the unfortunate luck of dealing with. As one person said on a review, a class action lawsuit should be brought against you. The accident was May 8th. The response was laughable!! I have every call I ever made logged!! Guess what they are all the days claimed were made to me!! Its been a runaround from day 1!!
  Sincerely,
  
  *** ******

  

  Business Response

  Date: 06/17/2025

  We are sorry to hear that your claim experience did not meet your expectations.
  
  In line with our commitment to providing timely responses, our records indicate that we communicated with you via phone, email, or follow-up correspondence on the following dates: .5/12/25, 5/13/25, 5/15/25, 5/16/25, 5/19/25, 5/23/25, 6/2/25, 6/11/25, and 6/13/25. Additionally, we sent an initial letter on 5/12/25 outlining the general claims process.
  
  A representative from American Alliance will be reaching out to address your current concern.

  

  Business Response

  Date: 06/27/2025

  We are sorry to hear that your claim experience did not meet your expectations.
  
  In line with our commitment to providing timely responses, our records indicate that we communicated with you via phone, email, or follow-up correspondence on the following dates: 5/12/25, 5/13/25, 5/15/25, 5/16/25, 5/19/25, 5/23/25, 6/2/25, 6/11/25, 6/13/25, and 6/17/25.  Additionally, we sent an initial letter on 5/12/25 outlining the general claims process. In the last phone conversation, 6/17/25, Ms. ****** was provided additional repair facilities as well as being advised of our supplement process.
  
  A representative from American Alliance will be reaching out to address your current concern.

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23411563
  
  I am rejecting this response because:

  I have now received two of the exact same form letters sent through the BBB. I have been called once! This company is laughable!!  Please refer to the two responses sent back to me.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:06/02/2025

  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 was involved in a vehicle accident with a client of this insurance company. Claims were filed with my respective auto insurance company (National General) and the other party's (American Alliance). After reviewing evidence and testimony, my insurance provider found I was not at fault for the accident I was involved in. I have liability coverage with my insurance company, not collision as well, and a claim was filed by my insurance group with American Alliance to seek to repair the damages done to my vehicle by their client. After receiving no follow up regarding my claim, I contacted their claims department and was told that my claim was not going to be moved forward. When I questioned why, I was told that they deemed I was at fault for the accident. Assuming that they were provided full evidence from my insurance company, there, realistically, isn't a possibility I was at fault for the accident that occurred. When I asked how I could contest the decision, they said to "talk to corporate." My vehicle was struck by one of their clients while I was on my way to pick up my wife from physical therapy. I believe this company and their client, who struck my vehicle, are acting in bad faith and refusing to acknowledge truth and evidence.

  

  Business Response

  Date: 06/17/2025

  We are sorry to hear that your claim experience did not meet your expectations.
  
  In line with our commitment to providing timely responses, our records indicate that we communicated with you via phone, email, or follow-up correspondence on the following dates: 6/2/25 and 6/3/25. Additionally, we sent an initial letter on 5/15/25 outlining the general claims process.
  
  A representative from American Alliance will be reaching out to address your current concern.

• Initial Complaint

  Date:05/31/2025

  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.

  There is this insurance company called American Alliance casualty company and they are refusing to pay my minor fender ****** in 2024 the claim amount resulted of $2,879 I gave them photos with time stamps and a letter of experience from my previous insurance and whatever they needed but they will always find another reason to not pay my accident what they are doing is very much illegal and Im fighting to no end. I'm pretty sure they are ignoring because Im young There is not a single good review on this company anywhere in the internet ******, ********, ******* etc.

  

  Business Response

  Date: 06/24/2025

  We are sorry to hear that your claim experience did not meet your expectations.
  
  In line with our commitment to providing timely responses, our records indicate that we communicated with you via phone, email, or follow-up correspondence on the following dates: 11/27/24, 2/12/25, 2/18/25, 2/20/25, 3/13/25, 3/28/25, 4/2/25, 4/22/25, 5/8/25, 6/12/25, and 6/23/25. Additionally, we sent an initial letter on 11/27/24 outlining the general claims process.
  
  A representative from American Alliance will be reaching out to address your current concern.

• Initial Complaint

  Date:05/29/2025

  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.

   
  Complaint: 23392949
  
  I am rejecting this response because:
  

  This company has been aware of my claim number from the day I called to report the accident in April. They still have not reached out to me to pay for my damages. I have attached the police report from the date of the accident they are refusing to pay for.

   Claim #:
  

  2025C0185098

  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 05/30/2025

  We are sorry to hear you had a less than favorable claim experience. Please provide the claim or policy number so that we may better assist you. Best Regards.

  

  Business Response

  Date: 06/18/2025

  We are sorry to hear that you are less than satisfied with the clarification provided during your interaction with our claims service representative. Please know that we have made every effort to clearly explain the basis for our decision. While we understand that this outcome may not meet your expectations, it was reached after a thorough review of all available information and in full compliance with the terms of the policy contract and applicable insurance regulations.

  Customer Answer

  Date: 06/20/2025

   
  Complaint: 23392949
  
  I am rejecting this response because:

  While I understand your policy requires you to speak to both parties to confirm the details of the accident in order to provide coverage, I think this is ludicrous. Your insured party hit my car and is 100% liable. The police were called and I have provided a police report. I cannot go through my insurance for this claim because my rates will go up. It is an insurance companys job to pay out claims, and just because you cannot contact your own client does not mean that I should have to pay for damages. Due to your decision I am going to have to seek legal action against the insured party personally. Your policy is absolute garbage.

  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:05/16/2025

  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.

  On 10/31/23, I was at a stoplight, stopped, and was rear-ended. The driver had American Alliance. American Alliance Insurance would not return my calls or answer the phone, and I even left messages. I have a log of how many times I tried to get a hold of them and the hours I waited on hold only to be disconnected. My insurance company (Nationwide) paid for the damages, and I paid the $500 deductible that I would like back from American Alliance. The driver was at fault, and it should not be my responsibility to pay to have my car fixed (deductible). There are many awful reviews online that are consistent with my story. Please shut them down.

  

  Business Response

  Date: 05/29/2025

  We are sorry to hear that your claim experience did not meet your expectations.
  
  In line with our commitment to providing timely responses, our records indicate that we communicated with you via phone, email, or follow-up correspondence on the following dates: 11/1/24, 11/2/24, 11/3/24, 11/6/24, and 4/16/25. Additionally, we sent an initial letter on 11/1/24 outlining the general claims process.  Payment was issued to your carrier on 7/9/24.
  
  A representative from American Alliance will be reaching out to address your current concern.

• Initial Complaint

  Date:05/16/2025

  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.

   
  Complaint: 23342184
  
  I am rejecting this response because I stated what was received already in my first statement, that youre not paying because the driver did not give you something asked for which has nothing to do with me. That is not a response or help with my issue. My issue has not been fixed or resolved. My car still needs repair, the driver that is at this company is at fault in which insurance should be paying. I have provided everything including video footage. My child has missed 2 months of school and I am 2 months out of work going on 3 because of this issue. My car payment is behind because of this, my case needs to be opened again. I have sent multiple emails to you along with this report.
  
  Sincerely,
  
  Johauna ****able to work, and my child cannot go to school. this situation is affecting my life, my finances, and my mental health. they have not offered any support, not even a rental car. I have been left with nothing but stress and issues because of them not taking responsibility for this.

  

  Business Response

  Date: 05/29/2025

  We are sorry to hear that your claim experience did not meet your expectations.
  
  In line with our commitment to providing timely responses, our records indicate that we communicated with you via phone, email, or follow-up correspondence on the following dates: 4/11/25, 4/16/25, and 5/5/25. Additionally, we sent an initial letter on 4/10/25.   
  
  A representative from American Alliance will be reaching out to address your current concern.

  

  Business Response

  Date: 06/08/2025

  We are sorry to hear that your claim experience did not meet your expectations.
  
  In line with our commitment to providing timely responses, our records indicate that we communicated with you via phone, email, or follow-up correspondence on the following dates: 4/16/25, 5/5/25,and 5/29/25.
  
  A representative from American Alliance will be reaching out to address your current concern.hy here...

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23342184
  
  I am rejecting this response because my issue has still not been fixed and now the case has switched from them not paying because of the driver not giving them information to them now blaming me when the video clearly shows the driver speeding out of the lane when the cars in front slowed down, he was on his phone, and I was already pulled in on my turn which is literally proven by the damage on my car. My tire is not just the issue my passenger side door does also not open because as I was waiting for the cars to go pass a red light came up so the pace bus slowed down along with the car behind it and instead of your insured driver slowing down, he sped up from behind those vehicles and went on the side where the buses ride and as im pulling in already he honking his horn without even slowing down. Many witnesses also seen this along with the people in my daughters school and parents of ones who are there as well. 
  
  Sincerely,
  
  Johauna ****