Complaints

This profile includes complaints for Access Auto Insurance's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Access Auto Insurance

  2211 Butterfield Rd Ste 150 Downers Grove, IL 60515-1493

  
• 

  Access Auto Insurance

  4705 Indianapolis Blvd Ste 2A East Chicago, IN 46312-3386

  
• 

  Access Auto Insurance

  4935 W Glendale Ave Ste 6 Glendale, AZ 85301

  
• 

  Access Auto Insurance

  6544 W Thomas Rd Ste 29 Phoenix, AZ 85033

  
• 

  Access Auto Insurance

  8403 Michigan Rd Ste C Indianapolis, IN 46268-3829

  

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:11/13/2024

  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.

  ON NOVEMBER 09, 2024. I CALLED ACCESS INSURANCE COMPANY AND SPECIFICALLY REQUESTED TO SPEAK TO THE SUPERVISOR OR MANAGER OF THE BUSINESS. I SPOKE WITH *** WHOIS ONE OF THE OTHER EMPLOYEES THEIR THAT ANSWERED THE PHONE. I WAS THEN TOLD BY *** THAT SHE WOULD TAKE MY INFORMATION DOWN AND HAVE THE MANAGER ****** GIVE ME A CALL BACK. APPROXIMATELY ONE TO TWO HOURS HAD GONE BY AND I STILL HADNT RECEIVED A CALL BACK FROM THE MANAGER. I THEN CALLED ACCESS INSURANCE BACK AND THE SAME EMPLOYEE *** ANSWERED AND PUT ME HOLD TO BE CONNECTED WITH ****** THE MANAGER AT THAT TIME. I SPOKE WITH THE MANAGER ****** AND PROCEEDED TO REQUEST MY ENTIRE APPLICATION AND DOCUMENTS OF MY APPLICATION AND POLICY WITH THAT COMPANY AT THAT TIME. THE MANAGED THEN QUESTIONED ME ON WHY I WAS REQUESTING THE DOCUMENTS AND I ANSWERED FOR MY OWN PERSONAL USE. AT THAT POINT, ****** THEN PROCEEDED TO TELL ME THAT IT WOULD TAKE A LITTLE TIME TO DOWNLOAD, AND ATTACH THE DOCUMENTS TO AN E-MAIL AND HAVE IT SENT TO ME. ****** FAILED TO MENTION ANYTHING AT THE TIME ABOUT A WAITING PERIOD FROM "CORPORATE" AT THAT POINT 3-5 HOURS HAD GONE BY, I HAD CALLED AND GOTTEN THE RUN AROUND AND LIED TO BY OTHER EMPLOYEES INSTRUCTED BY THE MANAGER TO LIE ABOUT SERVICING CUSTMERS THAT WERENT PRESENT. I THEN PHYSICALLY WENT INTO THE COMPANY AND REQUESTED TO SPEAK WITH ****** WHO THEN ANWERED OUT OF THE TWO MEXICAN WOMEN EMPLOYEES. SHE THEN STATED THAT SHE HAD NOT TALK TO ME AND REFUSED TO ACKNOWLEDGEWHO I WAS AS A PAYING CUSTOMER AND LACKED PROFESSIONALISM, SHE SHOULD NOT BE WORKING IN CUSTOMER SERVICE (I). THE PHOENIX POLICE WERE THEN CALLED OUT AND A REPORT WAS MADE AGAINST THE COMPANY/MANAGER ****** AND OTHER EMPLOYEES. THE MANAGER GAVE THE ******* POLICE FALSE INFORMATION REGARDING CORPORATE INFORMATION AND REFUSED TO GIVE ME THE DOCUMENTS THAT I REQUESTED AND HAVE A LEGAL RIGHT TO HAVE.

  

  Business Response

  Date: 11/13/2024

  To whom it may concern, 
  After reviewing the recordings, as well as speaking with the agents involved, I have gathered the information listed below.

  
  On 11/08/2024, 14:02:33, Mrs. ****** contacted the office asking to speak to an office manager.  Mrs. ****** was transferred to Supervisor ****** *. requesting all documentation regarding her policy that had been canceled since 08/15/2024.  Mrs. ****** requested that these documents be emailed to here from inception.  ****** researched the policy and noticed an active claim on the policy (claim#**********) with attorney representation.  She proceeded to ask the customer the purpose of her request, and the customer stated she needed them for her "personal records".  While the customer is entitled to receive documentation for their personal records, Agents must verify when there is an attorney involved so that they can refer any requests to an authorized claims representative.  ****** confirmed that all Mrs. ****** needed, were her documents in addition to offering a Letter of Explanation from the carrier which would take 24/48 hours to receive.  Mrs. ****** asked for the time frame of her receiving her documents and ****** stated she would need to download the documents and email them once ready.  Mrs. ****** asked,"are you not able to just click and send?", and ***** reiterated that it would take some time to send over.  ********** agreed.
  

  16:14:52
  Mrs. ****** calls again asking to speak to ****** and was placed on hold.  Agent confirms that ****** was currently assisting another customer, and that she was still working on putting the documentation together as it is a large file.  Mrs. ****** became upset and stated she would give ****** one more hour to send the documents, otherwise she would physicallyshow up to the store front with Phoenix Police and file a complaint.  She disconnected the call.
  

  17:25:21
  Customer calls back again and advises she is on her way to the sore front to speak with ****** directly.
  Customer arrived at location and began yelling at ****** stating she needs her documents, or she would involve her lawyers and the police.  ****** tried to explain to Mrs. ****** that since this is a large file, it takes time for it to download considering there are over 25 files being requested from inception of the policy.  Customer was irate and demanded that she received her documents immediately. ****** attempted to calm Mrs. ****** down, but Mrs. ****** would not stop screaming and cursing at ******.  She was advised to tone down the language, or that she would have to leave the premises.  Mrs. ****** refused to calm down and refused to leave the location prompting ****** to contact the authorities. 
  

  Once Phx PD arrived, the officer escorted Mrs. ****** out of the office and reiterated to her that since there is an active claim and she has attorney representation, all requests involving her policy should be requested directly from her attorney.   I want to be clear that any customer is entitled to their documentation, whether they are an active customer or not.  However, in the event of an active claim where attorney representation exists, it is important for the attorney involved to make all necessary requests directly with the carriers claim department.  In this situation, we offered to assist ********** with not only sending her documentation but also providing her with an ***.  These situations require a reasonable time frame in order to complete the requested task with accuracy.  Our supervisors and agents handle multiple requests on any given day and work diligently to ensure that these are met.  Unfortunately, ****** was not able to meet Mrs. ******* request within Mrs. ******* perception of reasonable time frame.  This situation was escalated by Mrs. ******* causing the authorities to be involved due to her irrational behavior.  Moreover, the situation could have been avoided had Mrs. ****** resourced the attorney she hired to assist her with her claim or allowed for the agent to process within a reasonable time frame.  Please note, as of    11/13/2024 08:59AM, American Access has provided Mrs. ****** with an *** to the email on file. 
  

  Hope this provides sufficient details to satisfy the complaint.  Please notify me if anything further is needed.  As a note, our calls are recorded and monitored for quality assurance.

  Thank You, 

  J. ****** ********.

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22543257
  
  I am rejecting this response because: The accusation(s) made by *. ****** the responding party, was false and the documents I requested wasn't sent to me. A possible forged esigned document and a two page application was sent to my email(s) on file. Only two, in which I requested. 

  This company has given me a consistent run around, and fail to meet the requirements of the customer, as the replying party stated it is a legal right rather or not we are a past or active member that we care infact entitled to those documents. But as that was NOT stated by ****** overall the numerous phone called that were made on my behalf. As were stated by the **************. That a lack of communication on behalf of this company and the manager ******. I was told by other employees as well that the email would be sent to me SAME day, but would need a little time to attach to an email. Because there were many files, as stated by ****** on the initial phone conversation. Had ****** or any of the other employees that consistently lied about misinforming me, had communicated that it would be a few days or within 72hrs that the CORRECT requesting documents would be emailed to the emails on file. 

  It took four misleading phone calls by the access insurance manager and employees *** and others and for me to contact the ************************* in regards to this matter, regardless of having an attorney represent me or not. It is still withing my legal right to require ANY documents attached to my name. As a result of that. I "willing" met with the Phoenix Police officers outside of the business establishment of the access insurance company once I seen their car arrive. 

  The access insurance company manager lied about numerous of things that could have prevented this entire situation had she not lacked communication about the possible time frame and what documents were actually being required. 

   

  I informed the employee over the last phone allover at access auto that I would be physically coming up to the business establishment to receive my documents after over a period of six hour period of waiting, or being told one thing by employees and the office manger, but it wasn't until I arrived at he business establishment that it would be within 72 hrs that I should receive the requesting documents. 

   

  It is to be expected that a company as such will try to justify its employees negligent actions in how they handle their customers with professionalism AT ALL TIMES and try to fulfill the needs of the customer(s) to the of there trained knowledge. The employees at access auto contributed to the escalation of this matter just as much as they lacked professionalism to defuse the matter. 

   

  As a conclusion,  I still have not received (ALL) the requesting documents. 

  
  Sincerely,
  
  ******* *****-******

  

  Business Response

  Date: 11/14/2024

  RESPONSE TO REJECTION
  
  Attached you will find confirmation that this application was signed electronically.  The carrier requires a cell phone be used when providing the customer with the option to sign electronically.  The number used for this signature is the same number Mrs. ****** provided as her contact information for the purposes of this complaint. 
  

  Name:
  ******* *****-******
  Address:
  AZ 85033
  Daytime Phone:
  *************
  Evening Phone:
  None Provided
  Fax:
  None Provided
  Email:
  *******************************
  

  In order for a policy to be signed, a text is sent to the phone provided.  The customer must have physical possession of this device and must proceed through the prompts.  Once this is done, the application is signed and is recorded in the system. 
  

  Mrs. ****** herself confirmed in this rejection that multiple agents communicated that this file would be delivered same day.  As outlined in the original response, ********** did not allow the process to take its time, rather threatened to contact police if they were not received within an hour.  Ultimately, she made the decision to come in physically at 4:13pm.  Our offices close at 6:00pm, which further validates that Mrs. ****** had a different perception of a same day concept, causing the unnecessary escalation which led to the police involvement.  Furthermore, as previously stated, we can provide any documentation pertinent to the policy only. Any claims related questions must be requested through the claims department or attorney.  I have personally forwarded the documentation Mrs. ****** has requested to *******************************.  I regret that Mrs. ****** feels that she was lied to, but my response is based solely on facts not accusations as ********** alluded to in her rejection.

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22543257
  
  I am rejecting this response because: 

  For my personal safety and concerns, I also recored the calls that took place between myself and the employees for I have supporting facts to support the lies being told to myself by the employees at Access insurance.

   

  There was never a "message" sent to my number listed in my policy in regards to esigning any documents that was agreed to be signed. I have supporting documents that's states other wise upon printing them, out with no signatures listed or esigned signatures listed. 

   

  This company has been everything but professional. 

   

  I am still awaiting all document(s). To be emailed; Application, Dec Page, and (ALL) other documents regarding the "2019 ******* Santa Fe" policy.

  
  Sincerely,
  
  ******* *****-******

  

  Business Response

  Date: 11/14/2024

  Please see confirmation below regarding Mrs. ******* request for her documents.  They have been emailed to the email on file.  This file includes a copy of the electronic signature that was sent to her cel phone.  As of this moment, we have satisfied Mrs. ******* request. 
  

  From: ******** ****, **** ****** <****************************************>
  Sent: Thursday, November 14, 2024 11:13 AM
  To: ******************************* <*******************************************>
  Subject: 02AU000127216
  
  Per your request,
  
  Please see the attached files.
  
  Thank You, 
  J. ****** ********-****
  Nevada Field Manager.
  ************************, Newins LLC.

  Customer Answer

  Date: 11/14/2024

   
  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 momentarily.
  
  Sincerely,
  
  ******* *****-******

• Initial Complaint

  Date:09/08/2024

  Type:Billing 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.

  Im not liable for this debt access insurance I dont have a contract with the collection agency they didnt provide me wiht the original contract as I requested

  

  Business Response

  Date: 09/09/2024

  Hello, 

  I have attempted to search this policy with the parameters given below and have not been able to locate any policy with this information.  Is **** the owner of the policy?  Are there any additional name insureds who may be listed as owner of this policy? Could you please provide me with a policy # so that I can investigate further.  Please keep in mind that American Access Casualty has appointments with Mutiple third-party agents that are not affiliated with our agency, therefore we do not have access to that customer base.  You would need to resource the carrier directly to resolve this matter.  Please provide any pertinent information that may assist me in my search.

  Thank you, 

  J. **************************************

   

  Name:
  ***************
  Address:
  ****************
  Indianapolis, IN 46241
  Daytime Phone:
  **************
  Evening Phone:
  None Provided
  Fax:
  None Provided
  Email:
  ***********************

  Customer Answer

  Date: 09/09/2024

   
  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,
  
  Uguens ****

• Initial Complaint

  Date:03/25/2024

  Type:Customer Service 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.

  They are tell a lie about a incident on 12/20/2017 saying that I was involved in a accident when I was not involved in no accident at all I been with this company since 2016 and have only had one accident in ****************************************************************************************** to like 13 different people and this is the underwriter thats doing the lies

  

  Business Response

  Date: 03/25/2024

   

  Hello,

  Please see the history of loss in regard to the customer's policy, including her conversation with an underwriting supervisor who explained the reasoning for not renewing.  Please note that this decision was made due to excessive claims history, regardless of whether she was at fault for the loss or not.  *********** has paid out for the multiple losses, therefore making this an unacceptable risk.  

  03/25/2024 01:52PM Manual ************************* talked with *************. explained the reason for the non renewal is the 3 accidents in the last 36 months. the claim on 2017 is not being taken in consideration for the non renewal. Unfortunately having 3 accidents (even those are not at fault) makes her risk unacceptable and that is the reason why the company didn't offer a renewal offer for her.

  CLAIM# **********- 12/07/2023, INSURED called and reported COLLISION-VEHICLE claim:IV HIT CV,REAR END.My vehicle was struck while moving.PR filed - citations: no .

  CLAIM# **********- 07/10/2022, INSURED called and reported ANIMAL claim:My vehicle struck or was hit by an animal in the roadway while my vehicle was Moving.PR not filed.

  CLAIM# **********- 12/25/2021, INSURED called and reported VANDALISM claim:Insured knows responsible party: No; Vehicle was last seen on: 2021-12-25; Doors locked: Yes;Debris around vehicle: Yes ,.My vehicle was struck while parked and unoccupied.PR filed - citations: .

  CLAIM# **********- 05/24/2021, INSURED called and reported HITRUN claim:My vehicle was struck while parked and unoccupied.PR not filed.

  CLAIM# **********- 12/20/2017, INSURED VEH driving n/b on 1-65. CV in front of IV. Debris (furniture) fell off of CV and IV hit debris. IV - 1 pass, no inj., no tickets

  Please let me know if you have additional questions regarding this complaint.

  Thank You, 

  J. *****************************

• Initial Complaint

  Date:02/06/2024

  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.

  This is a car insurance company. I have paid my insurance faithfully. My spouse ******************* got into an accident and they have still not fixed my car or provided monies to fix my car. The accident happened on 1/7/24 and this claim is still open. I have provided the insurance company with all required documents several times. I still don't have a resolution to my claim. and I can't speak to anyone on the phone. They have put me on hold for over an hour with no one picking up the phone to speak to me,. I really need my car fixed.

  

  Business Response

  Date: 02/08/2024

  Hello, 

  Attached you will find written response from the carrier indicating the facts of loss.  Please review and feel free to follow up with any further questions.  

  February 7, 2024
  Re: Claim Number: 2401090716
  Policy Number: 13AU000323812
  Date of Loss: 01/06/2024
  Named
  Insured: *******************
  Driver: *******************
  Dear ******************* ,
  Our investigation of this accident determined that coverage will not be extended for this loss. The reason
  coverage is not being extended is as follows:
  Per the Indianapolis ******************* report, you were operating a vehicle while intoxicated.
  PART D PHYSICAL DAMAGE COVERAGE
  EXCLUSIONS
  There is no coverage under this Part B if one or more of the following exclusions apply:
  V. That occurs while the covered auto is being operated or used by a person who is intoxicated or under the
  influence of any narcotics including prescribed narcotic.
  Based on the aforementioned, coverage is not applicable under the terms and conditions of this policy.
  If you have any questions, please call me at ************************.
  Sincerely,
  *************************
  Claims Department
  American Access Casualty Company