Insurance Claims Processing
ARC Claims ManagementComplaints
Customer Complaints Summary
- 355 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:05/12/2025
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 12/3/24 an amazon truck got stuck in the grass at 3:40pm when they tried to turn around. They were waiting there for a long time. Someone showed up in a normal car and pulled them out. They finally left at 5:15pm. The drainfield was damaged and the estimate to repair it is $980.98. I got an estimate right away and gave it to arc along with photos of the amazon van stuck and being pulled out and the damage done. Arc is taking a ridiculous amount of time processing the claim and the only response I get is well let you'll know when we are done. Then today I got an email saying they are closing the case because they tried to call and email me and got no response. I have no email and received no call from them. I want the claim paid in full. 5 months is ridiculous!Business Response
Date: 05/13/2025
The claim has been transferred to the insurance carrier for the Amazon driver. The claimant has been notified and provided with the contact information for the insurance carrier - see below.
Claim # AMZ2024349698 May 13, 2025
09:24 AM
To:********************************
Hello,We have reviewed the claim and determined that it needs to be handled directly by the delivery companys insurance carrier. We are unable to file a claim on your behalf. Please contact the insurance carrier directly with the details below:Insurance Company Name: *********************************** Phone Number: ************ Policy Number: ORBAXL0000736541Initial Complaint
Date:05/03/2025
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.
Re: Claim AMZ2025374065 I was told in March ****** completed and sent estimate to ARC and ARC would contact me with a copy and next steps. I was also given ************ as a number to call. I have attempted to call many times, wait on hold for a little over 5 minutes, then am prompted to leave a message or call again. I have yet to receive any communication from ***. Looking for communication and compensation due to vehicle damage caused by package delivery from ******.Business Response
Date: 05/08/2025
Settlement has been approved.Customer Answer
Date: 05/10/2025
Complaint: 23282820
I am rejecting this response because:
I did receive communication however i have requested ARC to review again as the settlement offer is not acceptable.
Regards,
******* ***********Business Response
Date: 05/12/2025
The claimant was contacted today requesting a counter demand with supporting documentation - see below
Re: Amazon ARC Claim AMZ2025374065 May 12, 2025
09:15 AM
To:************************
Hello,If you are disputing the offer amount. Please advise of how much you are seeking exactly and please include any associated estimates.Thank you,ARCCustomer Answer
Date: 05/15/2025
Complaint: 23282820
I am rejecting this response because:
I am looking for immediate resolution and do not have the time available to continue all the follow up with ARC. The damage decreased the value of a 2018 Dodge Challenger 392 **** pack Shaker causing a decrease for sale/trade opportunities. ARC offered ***** and has failed to supply the appraisal/estimate details as requested. I will be forced to turn this over to my legal team if ARC continues with these delays. They have what they need for proper appraisal and fair compensation.
Regards,
******* ***********Business Response
Date: 05/19/2025
The claimant was provided with a copy of the appraisal and advised if additional work was requested, her body would need to submit a supplemental request - see below
Claim # AMZ2025374065 May 19, 2025
11:42 AM
To:************************
Hello,Here is the estimate. In order to request for more funds, the shop must send in a supplement request.Thanks,ARC
67d47a91eae7d250314145057.pdfInitial Complaint
Date:04/30/2025
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 car was hit by an ****** delivery truck, and it is not drivable due to a cracked headlight, hanging bumper and dented driver's side quarter panel. I cannot get through to anyone at this company regarding my claim so that I can get my car repaired and get a rental car. My neighbor witnessed the ****** driver hit my car and try to drive off. I have pictures of my car, the ****** delivery truck, and the ****** driver's information. The ****** delivery driver admitted that he hit my car.Business Response
Date: 04/30/2025
This claim in last night at 9:21PM. The claim form and
photos came in at 2:52 PM today.****** did not identify the driver as yet.
We sent ****** the license
plate to help with identifying the driverCustomer Answer
Date: 05/05/2025
Complaint: ********
I am rejecting this response because:
This company has all of the evidence it needs to determine liability. The only response it needs to make now is that it accepts liability and will pay for a rental during the repair of the vehicle. The back and forth about what is being explained is a useless waste of time.
Regards,
***** *******Business Response
Date: 05/05/2025
The claim was received late Thursday night. The claims has been contacted and an appraisal has been ordered. Counting today, we have had TWO business days to work on the file.
We respectfully maintain, this claim is - and continues to be - handled appropriately
Customer Answer
Date: 05/05/2025
Complaint: ********
I am rejecting this response because:
This business continues to delay accepting responsibility for a claim where there is clear liability by their driver.
Regards,
***** *******Initial Complaint
Date:04/25/2025
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 4-18-2025, an ****** driver damaged my low voltage pathway lights that are 2"from the edge of my driveway. I contacted ******, they assisted me with getting a claim started with ARC Claims. I submitted all of the information they requested with video proof. I was told I would hear from them no later than Tuesday april 22nd. It is now Friday the 25th and have not received any contact. The phone number given to me in all the correspondence does not even ring, just hangs right up.Business Response
Date: 04/29/2025
The claimant was contacted on 4/25/25
Claim # ************* Apr 25, 2025
07:16 PM
To:*****************.***
Hello,
The appropriate team has been contacted for an update on your claim. At this time, your claim is still under review, and we expect the process to be completed shortly. We apologize for any delay and ***onvenience this may have caused. Please rest assured that we are working diligently to ensure your claim is resolved and settled as quickly as possible. If you have any questions or concerns, please feel free to reach out.
Best regards,
Bryden R.
Claims AdjusterCustomer Answer
Date: 04/30/2025
Complaint: ********
I am rejecting this response because:
Business just stated they have nothing more to add.
Regards,
******* *****Business Response
Date: 04/30/2025
As previously noted, the claimant has been contacted, and the claim is still open.
Customer Answer
Date: 04/30/2025
Complaint: ********
I am rejecting this response because:
The business is not handling my property being damaged by negligence of an ****** driver in a timely manner.I will continue to reject these responses until my property is repaired. Next I will be going to the media outlets!
Regards,
******* *****Initial Complaint
Date:04/23/2025
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.
Well I witnessed your driver drive off my driveway spin his tire on the grass resulting in a freshly Pressure washed driveway being trashed as he spun his tires going up my concrete driveway resulting in repressure I my driveway fixing my lawn with new seed and fertilizer and hay.. I charged you a measly 200 dollars when it cost 250 just to do the driveway I sent photos my total cost was over ************************************************* a almost a month, your driver took off after this happened I understand things happen that's why I was being nice but in return I have sent several emails it's like a slap in the face when Amazon prime driver I was this more than lenient on this 200 so where is my check rose is the claims adjuster she does not return emails why?Business Response
Date: 05/05/2025
The claim has been approved and the claimant has been notified.Initial Complaint
Date:04/13/2025
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.
On February 8th, 2025, an ****** delivery vehicle struck my house, causing substantial damage. The ****** driver admitted fault. The damage was repaired and the total cost of repairs was $3829.62.
****** indicated that the claims process would be handled through ARC Claims Management, so I submitted a claim through the ****** ARC portal (*****://******.***************.***/). The claim was submitted on the evening of February 8th, 2025, and I included all relevant evidence and information concerning the incident. The repair invoice was later attached to the claim on February 17th, 2025. I have responded to correspondence and requests in a timely manner (within 1 business day) and, to my knowledge, have provided all information necessary for ARC Claims Management to process the claim.
Since February 17th, I have received exactly one message from ARC Claims Management, on March 23rd, claiming that they were still reviewing the claim. I am frustrated with the lack of correspondence and apparent delays, despite multiple attempts to contact them via email, phone, and the online portal. The evidence of damage and admission of fault was clear, so I'm not sure why it is taking so long to review.Business Response
Date: 04/14/2025
This claim has been transferred to the insurance carrier for the ****** driver. Claimant has been notified and provided with the contact information - see below
Claim # ************* Apr 14, 2025
10:51 AM
To:*******@*****.***
Hello,
We have reviewed the claim and determined that it needs to be handled directly by the delivery company’s insurance carrier. We have transferred the claim to their carrier. Please contact them directly and reference the claim details below.
Insurance Company Name: Reserv
Phone Number: ###-###-####Customer Answer
Date: 04/15/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. The matter can be considered resolved; however, I am still dissatisfied with the conduct of ARC Claims Management. They neglected correspondence and any meaningful attention to the presented claim for two months, and then decided to pawn the issue off on an insurance company. This is unacceptable behavior. It should not take two months of delays to review a claim and decide that it is some other entity's problem. This matter should have been resolved in days, not months, since the amount claimed was (apparently) not a matter of dispute.In summary, though I accept this complaint as resolved, I am by no means pleased about the resolution. The business should make a better effort in their initial claims reviews so that matters such as this are not needlessly delayed.
Sincerely,
****** ****Initial Complaint
Date:04/09/2025
Type:Order 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.
11/12/2024 at 12:28 an Amazon ****** knocked our basketball system (outdoor *********) as she was pulling away from delivering a package. It fell to the ground and the net came off of the backboard broke into pieces. She drove off but then came back and tried to lift the system but couldn't. She called another Amazon ****** who came to help and she then left. The 2nd ****** lifted the basketball net and stood it back up and put the broken pieces on my lawn. This was caught on camera. I filed a claim with ****** who then sent me to ARC Claims. I wrote in detail what happened, sent pictures and sent video of the whole incident. I have emailed SEVERAl times since then and haven't had ANY resolution or explanation as to why this blatent destruction of my property hasn't been resolved yet. Please help!Business Response
Date: 04/11/2025
This claim has been transferred to the insurance carrier for the Amazon driver. The claimant has been advised of this and has been provided with the contact information for the insurance carrier.
Claim # AMZ2024344315 Apr 10, 2025
03:44 PM
To:*********************************
Hello,We have reviewed the claim and determined that it needs to be handled directly by the delivery companys insurance carrier. We are unable to file a claim on your behalf. Please contact the insurance carrier directly with the details below:Insurance Company Name: Xceedance Phone Number: ************ Policy Number: XC-ORCA-25-01953Initial Complaint
Date:04/09/2025
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.
On 12/17/2024 a ****** driver pulled up to front door for a delivery. The delivery vehicle got stuck. The driver got stuck in my front yard and tried to pull forward and backwards spinning and could not get out. The driver had to call a tow truck too pull the delivery van out of the yard. Arc claims that I dont have any proof that the driver was stuck. If a tow truck had too be called to pull the van out I think that proves they tore my yard up. I am a amputee missing a leg and I cannot fix my yard. I feel like arc is calling me a liar about the damage and that upsets me. Im not trying to use my disability about this. They need to step up and make this right. Thank you. **** *****Business Response
Date: 05/05/2025
A settlement offer has been sent to the claimant.Customer Answer
Date: 05/05/2025
[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,
**** *****Initial Complaint
Date:04/08/2025
Type:Product 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.
Claims adjuster refuses to bargain in good faith. 3/19 offers $835.77. I request a digital check and to date, NOTHING has been issued.
************Business Response
Date: 04/09/2025
The check was issued on 4/8/25
Payment Type Check Number Void? Payee Amount Check Date Invoice number Print
Property Damage ********* No ******** ** $835.77 04/08/2025 ****************Customer Answer
Date: 04/09/2025
Please mark this as satisfied. Payment was received
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,
******** **Initial Complaint
Date:03/28/2025
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.
An ****** driver damaged a retaining wall and drive off.
Two people in the house heard it happen within seconds of the delivery notification - and one looked out the window and saw the truck speeding off.
AMC are hard to get hold of to discuss. Twice I have been on hold for 20 minutes and the call was disconnected. The most recent time the agent called my family unreliable witnesses and hung up when I asked to be transferred.Business Response
Date: 03/30/2025
The claim has been approved for $300 and a settlement check has been orderedCustomer Answer
Date: 03/31/2025
[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,
***** ********
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