Business Profile
Insurance Claims Processing
ARC Claims ManagementComplaints
Customer Complaints Summary
- 354 total complaints in the last 3 years.
- 173 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:12/14/2023
Type:Service or Repair IssuesStatus: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.
Ive been contacting ARC Claims for the past 3 weeks regarding status updates on my claim. My claim adjuster never returns my phone calls nor my emails. When I call the main number I get vague answers about my claim. Im stuck doing all the leg work that the insurance is supposed to take care of. Im currently without a vehicle and need this claim to be settled so I can move on with my life. Im considering seeking legal action if this doesnt get resolved promptly.Business Response
Date: 12/15/2023
We are currently waiting for approval from our client to resolve the claim. I have notified the claimant of the situation and have provided my contact information if she has any additional questions.Customer Answer
Date: 12/16/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
*****************************Customer Answer
Date: 01/09/2024
Complaint: 21006537
I am rejecting this response because:this is specifically targeting a rental bill that ARC was supposed to reimburse me for before my claim was transferred to another claims administrator. Im unable to reopen my first complaint to add this additional information since it was marked resolved by the company.
Regards,
*****************************Business Response
Date: 01/09/2024
As noted by the claimant, the client elected to move this this matter from ARC to a new TPA (Sedgwick)
I have reviewed this matter with the claimant. The new TPA has advised the claimant they will reimburse her for reasonable rental.
I have asked the claimant to let me know if the rental issue is resolved by the new TPA.
Customer Answer
Date: 01/10/2024
Complaint: 21006537
I am rejecting this response because:
The new TPC administrator has not specifically ***** rental coverage. The notice sent to me states that,If coverage is afforded, we are only responsible for reasonable and necessary charges associated with storage, towing, damages, and rental. I was also advised by the new TPC adjuster that that they would be going after ARC to pay for the rental and storage fees. Therefore this is an issue that falls back on the responsibility of ARC Claims.
Regards,
*****************************Business Response
Date: 01/17/2024
I have contacted the claimant and resolved the claimCustomer Answer
Date: 01/18/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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 pending their issue of the e-check.
Regards,
*****************************Initial Complaint
Date:11/07/2023
Type:Service or Repair IssuesStatus: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.
Filed a claim with Amazon as their truck driver leaking oil/engine fluid all over my brand new driveway.Claim was filed through ARC since then they have offered low ball settlement offers refusing to talk to me for weeks on end. I have had to make over 25 calls to finally get ahold of someone to respond.My contractor states the repairs or money offered will not bring me back to press loss condition.Finally got ahold of ***** from the claims department who told me he would look into it and I have not yet received a call back at allBusiness Response
Date: 11/13/2023
I have contacted the claimant and am attempting to negotiate a settlement.Initial Complaint
Date:09/28/2023
Type:Service or Repair IssuesStatus: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 work for amazon flex part time and on 9/28/23 while delivering packages my car was hit by a deer. I filed a claim with them and the adjuster was ************************* I provide him with photos and details about what happened and he went on to say I needed to file a claim with my insurance first. I informed him that I only have liability that it is not REQUIRED to have full coverage. ***** went on to say that they can not help me. I provide him with actual statements from Amazon Flex stating that you can have just liability and he is still disregarding the factsBusiness Response
Date: 09/30/2023
The claimant (Flex Driver) is absolutely required to carry their own collision and comprehensive insurance on their policy and obtain a denial from their own carrier prior to Amazons contingent coverage triggering. Per ********************************;(along with onboarding materials the drivers receive) it is clearly stated Amazons coverage is contingent comprehensive and collision not primary. Unfortunately, we cannot provide payment in this claim to the DP.Initial Complaint
Date:08/29/2023
Type:Service or Repair IssuesStatus: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 fence was damaged through their client Amazon, I filed a claim and nothing has been done nor fixed. *** contacted them several times and sent the required information to resolve this and have not received a response. The claim number is FLX202360185 I need my property fixed asap as its now a security matter!!!Business Response
Date: 08/30/2023
I called the claimant and received voice mail, A follow up email was sent requesting the claimant to contact me. To date I have not received a response.Initial Complaint
Date:07/26/2023
Type:Service or Repair IssuesStatus: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 April 10th 2023 I arrived back at work from my lunch break and while parked across the street from my bosss house/office my car was hit by an Amazon delivery van. The driver took off! It was a hit and run. There was obvious damages to my beautiful car! There was more than one witness bit one woman for sure saw the whole incident and left me a note on my car. Bottom line is I filed a claim with Amazon and they forwarded the claim to arc claims their insurance company. I have tried repeatedly to get someone on the phone, which did actually happen once. All I was told was that my agent would contact me. She hasnt nor does she pick up her phone! It says on their website that you will never get an answering machine because they always pick up the phone and they are open 24/7? They are not. It is now basically August 2023 and still havent talked to my agent. This is a joke! Nothing they claim on their website is true. Actually its all the exact opposite! Please do something about this company!Business Response
Date: 07/27/2023
The file reflects ARC contacted the claimant multiple times requesting a claim form and documentation of damages.
Specifically,e mails were sent to the claimant on:
May 10,2023
May 11.2023
May 12,2023
May 15,2023
May 16,2023
June 1,2023
June 18,2023
We did not receive a response from the claimant until June 19, 2023. *** replied on June 19,2023, and again requested the claimant to complete a claim form and submit documentation of the claim.
Per the claimant's request, *** called the claimant on June 23, 2023, but she did not answer the phone. A follow up email was sent to the claimant that day again requesting she complete a claim form and submit documentation of her damages.
A follow up email was sent that day requesting the claimant complete a claim form and provide documentation of her damages.
The file was subsequently closed due to the claimant's lack of response.
At claimant's request,the file was re-opened on June 30, 2023, and ARC again requested the claimant to complete the claim for and submit documentation of damages.
The claimant did not submit the claim form until July 12, 2023. She was informed that day via email that ARC could not open the attachment she sent.
An appraiser was assigned on July 25, 2023, to contact the claimant's body shop to secure an agreed price for repair.Customer Answer
Date: 08/02/2023
Complaint: 20379767
I am rejecting this response because:I did send the claim form to ARC 4 times total. I only received 1 call from them land my body shop was in contact with them as well! I have not received any calls from a company to make an appointment with me to see the cars damages! I will accept their response when they actually follow through.
Regards,
*********************Business Response
Date: 08/23/2023
Claimant was paid in full on August 10, 2023 via echeck.
Initial Complaint
Date:07/17/2023
Type:Customer Service IssuesStatus: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 for a amazon delivery claim where the driver damaged physical property. the event happened on 6/3/2023. *** sent out a biased adjuster who wrote did not provide a reasonably actuate appraisal. The adjuster added Malicious statements to intentionally undermine the damage. the appraisal left out damage completely and didn't follow any industry standard. ARC will not allow you to dispute the appraisal from their adjuster and they will ignore all contact when you ask to do so. they will also repeatedly attempt to close the claim with Amazon without settlement or payment. They do not follow state laws and take advantage of the people who have the misfortune to deal with them.Business Response
Date: 07/18/2023
A settlement offer was made based on the report of our appraiser. A copy of the appraisal has been sent to the claimant. A check will be sent to the claimant upon his acceptance of the offer.Customer Answer
Date: 07/19/2023
Complaint: 20332049
I am rejecting this response because:I have repeatedly ask to dispute the initial appraisal and I provided multiple times more than sufficient evidence to show that the initial appraisal was negligent. You cannot and have not provided any evidence to support a deficient appraisal when I repeatedly asked for more information. When I asked to dispute the appraisal your team repeatedly replies this is our final offer in an attempt force underpayment hiding behind false appraisal. Your team actively delayed the process to a fair claim review and not allowing me to dispute it when I asked to do so several times. Every time I ask the question goes unanswered over almost 2 months now.
Regards,
***********************Business Response
Date: 07/20/2023
The claimant prepared his own estimate. The estimate was reviewed by our appraiser and a new settlement offer has been forwarded to the claimant.Initial Complaint
Date:06/27/2023
Type:Service or Repair IssuesStatus: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.
An Amazon truck ran into my vehicle at my apartment complex. It took me weeks to track down who did it only to find out that it was amazon. So I file the claim and its accepted. They ask for a quote which I provide thats when things start getting tricky. Nobody at the company will speak to me regarding this claims. *************************. ***** and ****** are all people who I have spoke with and have gotten no resolve. Amazon took responsibility for the accident now they are playing games and trying not to pay out. Im currently looking for an attorney if you can recommend any. I have video footage which my apartment complexs allowed me to ******* but would t give me a copy of it.Business Response
Date: 06/28/2023
The ARC adjuster contacted the claimant yesterday and advised an appraiser was assigned to inspect his vehicle.Initial Complaint
Date:06/07/2023
Type:Sales and Advertising IssuesStatus: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.
Amazon truck hit my car parked in front of my house. It was caught on video surveillance. It's been a year now , I have had no rental car and have not received a check even though it was totaled.Business Response
Date: 06/13/2023
The file reflects the claimant was paid on 1/30/23. I sent an email to the claimant advising him of same.
Property Damage ***** No **************** $ ******** 01/30/2023
Initial Complaint
Date:06/05/2023
Type:Delivery IssuesStatus: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.
Property damage at house that I own. Tall Amazon van hit power lines from house to detached garage. They were pulled down. Date of incident was April 21, 2023. I have witness and tracking number of package that was delivered, ******** will not call back after numerous attempts to talk with her. Some wrong information was given to her at the beginning of claim, but she will not call back to get correct info.Business Response
Date: 06/06/2023
The claimant was contact on June 2, 2023 and advised his claim was denied. The wires in question were below the minimum height requirements prescribed by the ***************** Safety Code.Initial Complaint
Date:05/30/2023
Type:Delivery IssuesStatus: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.
AMZ2023231154 This is the claim number the Amazon driver did not follow delivery instructions despite numerous complaints to Amazon, huge sign stating ring doorbell and delivery instructions. He dropped weights two sets weighing , 30 pounds and 24 pounds into a $500 parcel box without ringing my doorbell, cramming it into the parcel box display seen the wires never ringing my doorbell. The boxes stated heavy, ripping the boxes, not even stating they were delivered until an hour or two later ruining my parcel box ARC keep sending me emails saying theyre going to close my case. They need proof that the Amazon driver damage my box I dont know what more he wants. Since he ruined the box. Its not recording. I sent them the ring doorbell video, showing him cramming it into the box. I showed him the boxes ripped , and stating that was heavy. It took me over an hour and a half to get the boxes out as I have stitches Ive had five surgeries recently I was home he couldve rang the doorbell. The packages said, heavy common says, says you do not put barbells into a parcel box, but theyre closing my case without paying the nearly $600 for the parcel box. I will be forced to go to the national media stating that Amazon will not be paying me for my almost $600 parcel box. I will not be able to get my medication or other packages a 100% disabled *************, military veteran and first responder. Ive sent them numerous pictures. I have multiple complaints against Amazon for not ringing the doorbell pictures of large signs stating ring the doorbell Amazon owns ring doorbell. They should know the ring the doorbell and I have delivery instructions. The weights dropped in the parcel box. Were over 60 pounds. The partial box works by wires that were torn apart. I want the money given to me to buy a new box. I am hard of hearing. I depend on this box for my life-saving medication and my parcels. I dont know what else they want. What do they do if people dont have any video ? The driver was incompetent. I am elderly and disabled vet.Business Response
Date: 05/31/2023
The file reflects the claimant submitted photos on 5/3023. Additional information is needed. The adjuster is contacting the claimant for that information.Customer Answer
Date: 06/12/2023
Sorry it was resolved to my satisfaction.Thank you!!
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.
Regards,
***************************
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