Complaints

This profile includes complaints for Agency Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Agency Services, Inc.

  8900 Elkridge, MD 21075

• 

  Agency Services, Inc.

  7450 Coca Cola Dr Hanover, MD 21076-1394

• 

  Agency Services, Inc.

  PO Box 8820 Elkridge, MD 21075-8820

• 

  Agency Services, Inc.

  PO Box 8900 Elkridge, MD 21075-8900

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:08/05/2024

  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.

  Hello,
  
  My car was damaged due to AIC’s client hitting my car on the driver’s side on 7/15/2024. I spoke with an adjuster named ***** and was advised it was under investigation and they are waiting for the police report. I took it upon myself to help and hopefully speed the process up by getting the police report. I emailed the police report to ***** and reached out via phone to confirm he received it, no answer and I left a voicemail. I still have not received a response and it’s been over a week. I call back and the police report still has not been attached to my claim, A rep named ** ******* said I could email it to her and she would attach the police report and send ***** a message on Teams to contact me. Still nothing, I requested a supervisor on another attempt to get an update on my claim and the rep advised that’s not their protocol, disconnecting the call. I have a police report stating AIC’s client was at fault as well as a witness who stayed on the scene to speak with the police. The rep I spoke with named * ******* stated they are trying to contact their client to get her side of the story but to no avail, also stated claims have been denied when AIC is unable to contact the client. I believe this company is prolonging the process hoping I will get frustrated enough to go through my own insurance company. ***** my adjuster even stated I should go through my own auto insurance company, I am disabled on a fixed income, I am a Veteran and cannot believe this company is allowed to do business this way!! I have viewed complaints on the BBB website, also reviews on other websites and they are horrible. This company does not keep you updated on your claim, return phone calls or respond to your emails. I just want to get my car fixed, I just want them to do the right thing for an accident clearly not my fault.

  Business Response

  Date: 08/08/2024

  This will acknowledge the BBB complaint ********.  Please be advised that Agency Insurance Company has a duty to speak with its insureds before paying any claim brought against their policy. In this case the complainant is making a property damage claim and alleging that the AIC insured is liable for his damages. To date, AIC has been unable to reach the insured in order to confirm the facts of this loss. AIC is unable to determine liability without speaking to the insured. AIC has continued to reach out to the insured in order to complete the investigation into this claim. Pursuant to the policy, the insured has a duty to cooperate with the investigation into any claims brought against their policy or risk a denial of coverage. AIC will continue to try and reach the insured in order to complete the investigation into the claim.  

• Initial Complaint

  Date:06/14/2024

  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.

  My husband was involved in a car accident on April 30, 2024 where he was rear ended and our only 1 year old car was declared a total loss. I have been back and forth with the insurance (Agency Insurance Company) since then. I had to return my rental on May 21, 2024 and I still have not received the payout for the total loss. I have had to repeatedly follow up with the agent and I still to this day don't have a check in my hand in order to go purchase a new vehicle to replace the one that was in the accident. I feel that I have been treated as though I am incompetent due to my accent, when I have no issues communicating in English. My husband had pain in this hip and down his leg since the accident but did not seek medical attention until a couple weeks ago because he was hopeful that it would go away and it has not. I advised the insurance company of this and they "found it interesting" that he wasn't seen sooner. My husband is not one to run to the doctors for every pain he experiences. He finally went because the pain was not letting up at all. I don't appreciate the comments made and also the serious delay in paying out my claim. Also, I have been charged a late fee on the loan payment because they have not yet paid it off. This is affecting my credit score. I would appreciate any assistance. my case Manager has been **** ******* and the claim number is ******.

  Business Response

  Date: 06/18/2024

  Agency Insurance uses CCC on every claim to determine the value of a vehicle. This process does not change as AIC does not want to be arbitrary and capricious. AIC cannot change the value of the vehicle based on what amount the customer actually owes.

  ******************** also allows 7 days of rental past when the total loss offer is made. This number does not change in order to be consistent with each customer.

  ******************** is currently working with the customer's lienholder to obtain the necessary paperwork needed to issue the total loss payout. If the customer has any questions, they can certainly contact AIC and we will answer any question.

   

  Customer Answer

  Date: 06/19/2024

   
  Complaint: 21844363
  
  I am rejecting this response because:

  It has been almost 2 months since the accident and I still don't have a resolution. I provided everything that was asked of me in order to get this resolved. I still haven't been able to purchase a new vehicle because the total loss car wasn't paid off yet.  

  All of this is taking much longer than it should. 

  If the rental is given for 7 days post the total loss declaration... it has been a lot longer than 7 days and the totaled car still hasn't been paid by the insurance company.  

  
  Sincerely,
  
  Bernadica *****

  Customer Answer

  Date: 06/22/2024

  Hello, It is now June 22nd and I still have not received the pay out for the total loss car. And I have not been notified that the loan was paid off. This has been a very aggravating and SLOW process. 

  Any assistance is appreciated.

  Thank you,

  Darjana

  Business Response

  Date: 06/24/2024

  AIC has reached out to the lienholder and are awaiting a letter of guarantee from them prior to paying the claim. AIC must follow the proper steps in regards to the total loss handling of the vehicle. If there are any questions as to the process please call our total loss department and a representative can answer the questions.

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21844363
  
  I am rejecting this response because:

  I should not be punished for the slow response from anyone eelse. Did anybody actually follow up on this with the lienholder?? I really want this resolved so that I can purchase a new vehicle finally. 

  
  Sincerely,
  
  Bernadica *****

• Initial Complaint

  Date:06/06/2024

  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.

  We hired a transportation company to transport a vending machine from west Nayak , NY to Waldorf , MD. The drive damage the machine which caused total loss. They instructed us to file a claim with the insurance company. The claim with the insurance company ( after several atempts to used the transportation claim team have failed), on april 28th. Since aroung may 20th they informed the appraiser had the case and would have and answer for me by friday 24th and they would contacted me back. since that didn't happen, I called on monday, and tuesday and Wednesday fof the next week and finaly was able to talk with Michael *******, that informed that they had no idea what the assitant was talking about having an answer by friday. The claim ****** was still with the appraiser and they would let me know soon when they would get an answer. I contacted Michael ******* again through on June 4th and the only answer I got is, still with the appraiser and they would have a return soon. said the appraiser is still verifying the case and would contact us soon. It has been almost 2 months now and they advice is: talk with the carrier or just wait. we have a contract with the mall where the machine would be installed and we have been paying rent since then. We have been loosing income because the machine should be working since march 29th or 2024, but because of the accident is not. We are losing an average of $2,500-$3,000 per month . The insurance company seems to be using the technique " I will hold it as long as i can to offer the minimal i can to make this case to be over". I think this is an outrageous attitude from the insurance company. I need a resolution about my case, since I have been loosing money first because of their client ******** ********* *** damaging my machine and the insurance company AIC for holding the case instead of solving it.

  Business Response

  Date: 06/06/2024

  This will acknowledge the above captioned complaint. Please be advised that AIC had concluded its investigation into this claim and is now in a position to pay the complainant. A draft for payment will be issued in the next day and mailed to the complainant.

• Initial Complaint

  Date:06/05/2024

  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.

  We filed a claim re an accident at fault by an insured customer of Agency Insurance Company. The company is purposely undervaluing the car and insisting it's a total. They refuse to consider comps for vehicles in the same geography, listing 18 comps cherry picked from hundreds of miles away to justify a low value. We would like them to repair the vehicle using a fair estimate by a reputable body shop.

  Business Response

  Date: 06/06/2024

  This will acknowledge complaint ID: ********. Please be advised that AIC inspected the complainant's vehicle in conjunction with her shop of choice. AIC determined the vehicle was a total loss as the cost of repairs exceeds 75% of the actual cash value.  The actual cash value including tax is $14,014.76 according to the CCC Market Valuation Report.  This report includes comparable vehicles to support the acv, eight of which are within 20 miles of the complainant's zip code. The cost of repairs according to the complainant's shop of choice is $15,249.50. As the cost of repairs exceeds the value of the vehicle it has been deemed a total loss. CCC is a respected industry standard tool used for calculating the value of vehicles and the report shows how the actual cash value for this vehicle was determined. A copy of the CCC Market Report and the shop's estimate are attached. 

  The Agency Insurance Policy that covers this loss has a $15,000 property damage policy limit. As such, AIC cannot pay more than $15,000 for the property damage claim being presented. As the value of the vehicle is very close to this limit, the complainant has been advised multiple times to go through her own carrier and allow them to subrogate against AIC. 

  In regard to the value being offered, if the complainant does not agree with the value she can go through her own carrier as mentioned above.  AIC cannot arbitrarily agree to repair the vehicle for a lesser amount as this would go against state fair claims practices acts. AIC cannot be arbitrary or capricious in how it handles claims and thus if a vehicle is deemed a total loss, it must be handled accordingly. 

  Customer Answer

  Date: 06/06/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Regarding the valuation, AIC ignored 6 comps provided in the local area that valued the vehicle at approximately $18,000 on average. The comps AIC provided were for vehicles not in comparable condition or comparable models/mileage, many with a documented accident history, and were clearly cherry picked from across the country to lower the valuation.

  Regarding the repairs, AIC is purposely using an outdated  repair estimate. The body repair shop provided an updated estimate on 5/31/2024 for $13,157.02, which AIC is well aware.  Based on a fair valuation and the updated repair estimate, the car is NOT a total. And in fact, on two occasions, the claim representative Jennifer ***** indicated that if the repair was under $15,000, AIC would repair and not total the car, only to retract the offers.This inconsistency from AIC only confused matters more and has made us feel they are not operating under good faith.

  In addition, today AIC informed us  that we are responsible for all expenses incurred by the body shop for storage and estimate, expenses that are normally covered by the insurance company according to the Maryland Insurance Administration and the body shop. We feel this is retaliatory based on us filing this complaint two days ago.  The cost exceeds $3700, because AIC was unresponsive for weeks in providing its estimate and working with the body shop and us to try to resolve the claim. The car was dropped off on 5/7, and the estimate by the body shop was available 5/10. Only after repeated calls from us, the claimant, did the AIC adjuster provide a repair estimate on 5/24, of $9299. Throughout this process, he and the other claim representatives were difficult to reach despite many phone calls and emails, and ultimately refused to review their estimate with us or the body shop, in order to provide an explanation of why it was so far below the body shop estimate. AIC also refused to provide the name of a body shop that would repair the vehicle for that amount, which led us to believe that the estimate wasn’t made in good faith. The car has remained in the body shop in pieces while we were seeking clarity (and while leaving repeated phone messages and emails that aren’t returned) and increasing the storage bill because of AIC’s recalcitrance to fairly resolve the claim.

  
  We would like to have the car repaired, which can be done for under $15,000, or receive fair value for the vehicle. In addition, we should not be responsible for charges incurred as a result of AIC’s inability to appropriately process the claim in a timely fashion.

   

   

   

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

  Business Response

  Date: 06/10/2024

  AIC maintains its position that the vehicle is a total loss based on the estimate its appraiser completed and the CCC evaluation. At this point the complainant has been made aware of the paths forward toward resolution of the claim.  As mentioned in our last response, AIC cannot arbitrarily repair a vehicle as it would go against state fair claims practices acts. In regard to storage fees, AIC owes reasonable and customary charges and has agreed to pay as such.  The owner of the vehicle has a duty to mitigate their damages and was advised multiple times that AIC only has a $15,000 property damage limit on the policy. After the payment for the vehicle, all remaining funds would go to the complainant for storage fees. A signed property damage release would be required. 

  Customer Answer

  Date: 06/17/2024

  The claim is not yet closed. We are awaiting a check from AIC. They refused to repair the car and will total it. We feel the valuation was understated, and that they didn't work with the body shop on the repair estimate - we negotiated a lower estimate (which they ignored, despite the fact that it was closer to their estimate). With the lower repair estimate and a more appropriate valuation aligned with the geographic location versus comps from out of state, the car should have been repaired and not totaled. We are only accepting the check because it appears there are no other reasonable avenues we can pursue at this time. We continue to believe that AIC did not act in good faith, that at the very least their representatives were not knowledgeable, as they provided inaccurate information and retracted commitments, and dragged their feet excessively throughout the claims process, driving up the storage expenses. They should not be considered a reputable company.

• Initial Complaint

  Date:05/14/2024

  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.

  On January 6, 2024 at 11:45 p.m., one of AIC insurance agencys insured ran into my vehicle by racing into the parking lot that I was driving in. The insured was driving 60 mph and had no head lights on. AIC never performed an investigation nor did they contact me to speak with me. They sent me a letter stating the claim had been denied and they had taken the word of their insured. They never looked at my vehicle. I sent in pictures but they never scheduled a meeting to look at my vehicle.

  Business Response

  Date: 05/14/2024

  Liability was denied on this complaint. The complainant was making a left hand turn from a stop sign and contributed to the accident. MD law states that if a party is even 1% contributory negligent in an accident, they cannot collect from the other party. Regardless if the complainant could prove speed (which they cannot), MD's Boulevard rule would still apply, placing the majority of fault of the complainant. A liability denial letter was sent out to the complainant to inform them of the decision.

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21708470
  
  I am rejecting this response because: This is an untrue statement being made by this company, the insurance company NEVER spoke with me before closing the claim which is ILLEGAL to provide false statements and MISREPRESENTATION.  I was NOT making a left turn, I was driving STRAIGHT across the parking lot in the straightaway lane of the shopping center when their insured came barreling into the parking lot of the shopping center without yielding and with NO head lights on at 11:45 p.m.   I had to swerve my car to avoid being completely rammed into by their insured and he still caught the front corner of my vehicle.

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

  Business Response

  Date: 05/17/2024

  The complainant was spoken to on February 22, 2024 and the denial was explained to her at this time. This is a word vs. word accident with no independent witnesses. AIC will side with their insured's version unless proven otherwise.

  If there is additional information that was not originally provided, please let us know. Otherwise, AIC will not be changing their liability decision. 

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21708470
  
  I am rejecting this response because:  I have several witnesses including a passenger that was in the vehicle at the time of the incident.  The insurance agency spoke with me AFTER they had already closed the claim.  I provided all witnesses information including the passenger's contact information.  This claims adjuster is responding very quickly with lies but was very hard to contact during the process of me trying to get him to communicate with me regarding the claim.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:04/30/2024

  Type:Facilities 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 son was rear ended by someone with AIC. The damage is pretty extensive. My entire rear was bashed in. The cops came out and filed a report stating it was their fault. We tried calling agency and they hang up not wanting to take our call. I have a complete log of all the calls they hung up on. If I do not hear, I will take them to court as the cops deemed this accident their fault and it was clearly visible that we were rear ended. This is a terrible insurance company.

  Business Response

  Date: 05/03/2024

  Agency Insurance Company has no claim on record for the complainant.  If she wishes to file a claim she can all our claims reporting line of ************** and a claim will be set up and investigated. AIC has no record of hanging up on the complainant. 

• Initial Complaint

  Date:04/23/2024

  Type:Product 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 purchased an insurance policy with AIC. Ive had it for about two years. I would pay my policy every six months. My policy was due on March 24, 2024 to expire. AIC informed me they would not renew my policy so on March 13 I sold my car And requested a refund on March 18 by email. I had not heard a response. I called them on 28 March and I needed to call Lords insurance carrier. And they would have to authorize the refund. When I called Lords, they inquired when were the plates returned I told them April 3. Now Im being told my plates were returned after my policy ended and they cannot backdate my refund because I canceled my policy ended. I am due a refund of 10 days when I purchased the policy I did not havevehicle plates at the time so I do not understand my returning of the plates have to do with my refund. I have requested a refund less than five days after I sold the car.

  Customer Answer

  Date: 04/24/2024

  The pictures I previously sent were one the email I sent them the times. Ive used my phone to call them to reach out when I had no response. I think its important. I contacted them first within five days of selling my car to ask for my refund.

  Customer Answer

  Date: 04/25/2024

  I forgot to send you my original registration

  Business Response

  Date: 04/25/2024

  Good morning,

  Upon review, the customer had made an initial contact to ******************************************************************** about canceling the policy effective March 18.  Therefore, we have changed the cancel date from March 24 to March 18.  This created at $119 refund which we are mailing to the customer's current New York address.   It was later, on April 10, that the customer requested that the date be moved further back, to March 13.  Our policy language (which is more expansive than most) allows for back-dated policy cancellation requests but with proof of other coverage or proof of tag return.  The documents we have received thus far are not clear about the effective date of tag return to allow us to backdate further to March 13 but we were able, again, to immediately process the cancellation back to March 18 with the above referenced refund mailed to the customer.

   

  Customer Answer

  Date: 04/26/2024

   
  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:04/14/2024

  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.

  On Monday, April 8, 2024, my vehicle was involved in a hit and run incident where somebody hit me and ran while I was staying at a friends house. I made a claim with my insurance, had an appraiser by the name of ******** told me that my adjuster by the name of *********** Fabeyan will be reaching out to me the same day to follow up with me on my claim. *********** never reached out to me so I decided to give him a call myself which he did not answer the phone. I called him the following day for him to do my recorded interview about the incident.After the interview, *********** told me that they dont believe that my vehicle was involved in a hit-and-run and that they will need to reach out to the apartment complex where my vehicle is parked and they also need to have someone else come out to do a test on my vehicle to see if it was in a real accident.I have full coverage on my vehicle and Im not sure why they are giving me a runaround.I think theyre taking a little bit too long and not taking my situation serious. Ive even reached out for their estimate on my vehicle and they wont send it to **** really dont appreciate them. Trying to tell me Im lying about my accident. There was no reports of me getting into an ************ have full coverage insurance.

  Business Response

  Date: 04/18/2024

  Please be advised that the complainant's claim is being handled under a reservation of rights and is currently being investigated by the AIC *************** The complainant does not have collision coverage on her policy.  A copy of her declarations page is attached. The complainant has a history with multiple uninsured motorist claims and the damages to her vehicle do not line up with being hit while parked and unoccupied.

  As such, AIC is investigating the claim to rule out fraud.  The AIC adjuster was last in contact with the complainant on 04/15/24 and requested that she complete an EDR consent form so that we may be able to determine if her vehicle was moving at the reported time of loss. 

  The terms of the policy contract with the complainant allow AIC to investigate the claim in full and requires the complainant to cooperate.

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 21567081
  
  I am rejecting this response because:

  I sent a document showing that I do have collision under my policy. The insurance company made an error and added a random guy to my insurance policy, it was then fixed, but Im not sure why they are stating that I dont have collision coverage. I will take my law in the situation since I already paid out-of-pocket for repairs, I guess I will just be taking this matter to court.

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

  Business Response

  Date: 05/14/2024

  This will acknowledge the complainant's response. Please be advised that the documentation sent in by the complainant showing collision coverage is a quote for a policy. It is not a paid for bonded policy. The actual policy the complainant purchased from AIC did not have collision coverage on it. As seen in the previously sent declarations page. A quote for a policy is not the same as a purchased policy. 

  This claim remains open and AIC's special investigations unit is investigating. 

• Initial Complaint

  Date:03/22/2024

  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.

  In Aug of 2023, I called this insurance company to file a claim b/c someone who has their insurance hit my car. They took my claim & were great to get everything going. Sent my info to a claims adjuster, who contacted me & I sent all photos of my car & info they requested. They never contacted me back. I have done this 4 times now. Every time I call, they will transfer me to a claims adjuster who never calls me back or does anything once I have sent in my info. I called again on 3/7/2024 to follow up & told them this needed to be done. They told me that they would send an email to my new claims adjuster handling my claim because for some reason I had a note put on my account that I didn't want to follow thru with the claim. That was NEVER discussed and is not true at all. I was told I would receive a call by 3/8/2024. No one called. I gave them a week, called back on 03/19/2024 & said I never received a call or contacted by the new claims adjuster. Once again, the gentleman I talked to was great, gave me all the claims adjusters info & transferred me to her line where she would answer b/c she was available. She did not answer the phone so I left a detailed message and I even went ahead & sent her an email with my photos of my car since I had them available due to sending them in multiple times before. I tried to call her again on 03/21/2024 to follow up, never answered, never responded to email & I still have heard nothing. There is not extensive damage to my car but a huge dent in my door that I just want fixed. That's all I need but this insurance company has been horrible to work with. It's disappointing no one will call me back to take care of this issue that started in August.

  Business Response

  Date: 03/22/2024

  Liability was denied on this claim due to a word vs. word account of the facts of loss. A liability denial letter was mailed out to the complainant on March 6th, 2024.

  AIC will not be making any payments towards the damage to the complainant's vehicle due to the liability denial.

• Initial Complaint

  Date:03/12/2024

  Type:Delivery 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 rear ended on December 15,2023 by a gentleman with the AIC insurance agency. I was contacted by the company taking solely full responsibility and to have my vehicle fixed. Their adjuster contacted me February 7, 2024 with an estimate on what they call a starter check. The adjuster said the check would be in the mail 7-10 days. I still haven’t received a check and my car still isn’t fixed. It’s been going on 3 months and I can never get ahold of my claims adjuster after multiple calls and messages left he has yet to call back.

  Business Response

  Date: 03/13/2024

  AIC has accepted liability for this loss and has now issued payment to the complainant.  If she requires a rental car while her car is being repaired one will be provided by AIC. Additionally, any supplement to the initial cost of repairs will be paid directly to the complainant's shop of choice. Copy of the payment is attached. 

  Customer Answer

  Date: 03/18/2024

  I’m still waiting on the check to be delivered that they said they printed to get started on the repairs for my vehicle.