Complaints

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

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  Utica National Insurance Group

  Binghamton, NY 13902

• 

  Utica National Insurance Group

  180 Genesee Street New Hartford, NY 13413

• 

  Founders Insurance Company

  435 E Main St Greenwood, IN 46143

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:07/21/2023

  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.

  totaled my 2012 Kia Soul on Thanksgiving 2023. I had my car towed to *********** *** in Albany NY. They declared it totaled. The claim number was #********. My contact was Rachel K******* . Utica National paid.for the car and told me the car would be sold to a scrap company. I got ignored when I asked where to send the title. Destination Kia just called this week ask what was going on with the car. The storages are $17,00.00 for a car I thought wad.long gone. Utica National is now claiming the car was an owner retained wreck and will not pay for storage. By the way they never paid for the original tow from the accident and storage fee.I wy.be filing a complaint on Kia for waiting 7 months and 17,000.00 dollars in charges before calling.

  Business Response

  Date: 08/14/2023

  Please allow this correspondence to serve as our response to the above captioned complaint, submitted by Mr. ******** *****.

  Upon receipt of this complaint, a member of our Claims Team was in contact with Mr. ******s representative, to address any outstanding concerns, which included reimbursement of outstanding tow and storage fees, as a result of the subject accident. This additional payment was issued to Mr. ***** directly on August 9, 2023.

  At this time, it is our position that this file is resolved in full and there should be no additional outstanding issues. If there are any additional questions or concerns, please do not hesitate to reach out

  Sincerely,

  Melissa C****

  Material Damage Unit Supervisor

   

  Customer Answer

  Date: 08/21/2023

  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. 

  I put reviews and complaints in about Albany ************ *** and my former auto insurance company Utica Mutual. I can’t thank this agency enough for the help with both. After months of no contact/answers to resolve and get my money back. Both companies resolved my problems within a few days of each other and mentioned being contacted by the BBB. I don’t think either would’ve helped without your help. Thank you so much.
  Regards,
  
  ******** *****

• Initial Complaint

  Date:06/20/2023

  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.

  Utica National Insurance group ended up putting a second false accident for the same one on two different dates I was told from by *********** when i try to change insurance for these two dates august 23 and august 24th and somehow revoked my dad’s insurance for the same accident and made my insurance go up for months and I found out after *********** got confused about why there was a second accident two days apart and they did send a settlement knowing I’d pay more to in premiums than what it’s worth also i do not want *** ****** and ******* ******* taking settlement and car I get for this because it relates to my insurance premiums not the car itself I want a fully paid ******* sports car and a lump some of the amount of 10000 also you guys took advantage of a disabled person not smart

  Business Response

  Date: 06/30/2023

  Please be advised that it is the goal of Founders Insurance
  Company to provide the best possible service.  A member of our staff has
  been in contact with the complainant and was able to confirm that there is only
  one claim reported in our system.  The complainant noted that the other
  loss may be under **** **** but again, there is only a single loss reported
  under the Founders policy.  Should we able to be of further assistance, we
  request that the complainant contact our claims department and we would be
  happy to look into any other further concerns.

• Initial Complaint

  Date:06/14/2023

  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 car was hit my one of Founders insurers on 03/25/2023. I had to wait over a month before I could take it ti the body shop for repairs. Once I schedule the tome to drop my car off to the body shop on 05/08/2023, another surprise occurred. I was told I had to pay for the rental and I will be reimbursed once i return the car and submit the receipt. The repairs on my car was finished on 05/26/2023. I faxed a copy of the receipt from ***** and called to confirm that they received the receipt. I paid $595.82 to ***** *** ******, the reimbursement check I received was for $550.81.
  I called Founders left a couple of messages to the adjuster Erik *********, never received a returned call. I called and spoke with customer service and was told the $45.01 that was excluded from the check was taxes. I was told they do not pay the taxes. I informed her I wasn't pleased. I should not be responsible for paying any cost. Please assist

  Business Response

  Date: 07/19/2023

  We have contacted the complainant and have corrected the error. We believe the matter has been resolved to her satisfaction.

• Initial Complaint

  Date:04/09/2023

  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.

  The accdient occurred 11/23/22, my claim has not been resolved. My claim specialist Nancy C******* (###-###-####) & manager Dan K******* (###-###-####) is aware of my issues. I sent the police report on 1/17/23 & didnt hear from Nancy until 2/2/23 when I initiated a call. Nancy confirmed Utica admitting fault & would pay for repairs, I had to call Claims solutions (###-###-####) to schedule an adjuster to inspect my vehicle. I repeatedly called Claims Solutions as no one would call me back, received extremely rude customer service & hung up on many times, an adjuster came out 2/11/23. The adjuster stated needed my vehicle on a lift to inspect the damage underneath. I tried many times to contact both the adjuster and Claims solutions to confirm a date to complete the inspection at ***** ****** and no one helped. After speaking to 2 Claims Solutions managers, the adjuster completed inspection on 3/9/23. Nancy didnt get back with me until 3/21/23 confirming the repair estimate & the estimate was sent to *****, both were under an agreement. ***** called me 3/16/23, 3/20/23 and 3/22/23 asking to call Utica as they didnt have an estimate & had not begun repairs. Later that day ***** confirmed estimate details were received & would begin repairs. Nancy confirmed I would receive a check by mail for repairs on 3/21/22. I called Nancy on 4/3/23 to inform check didnt arrive. Utica didntt have my apartment #. Ive given my FULL address to Utica multiple times before checks were issued & received letters from Utica when the claim initiated. On 4/3/23 Nancy confirmed she would place a stop payment on the checks which takes 3 business days & overnight new checks, I should receive them 4/7/23. As of 4/9/23, no checks received. Repairs completed 4/3/23 & Utica underestimated the labor cost around $350, when payment details were agreed upon.

  Business Response

  Date: 05/01/2023

  Please allow this letter to serve as our response to the complaint filed on the aforementioned matter. The loss was reported to this company on December 2, 2022. As reported, the complainant’s vehicle, sustained damages when involved in a motor vehicle accident, with our insured, in Dallas, TX. The Claims Specialist assigned to investigate the subject accident, first spoke with the Complainant on December 8, 2022. During that conversation, it was explained that a liability investigation into the accident would need to be completed, which included review of the police report and statements from both parties. The subject police report was received, which supported that our insured operator ran a red light, resulting in the accident. During this time, however, in order to finalize liability, the Claims Specialist was still in need of a statement from the vehicle operator. As of February 2, 2023, we were still unsuccessful in securing a statement, however, decided to move forward and arrange a vehicle inspection. An inspection of the Complainant’s vehicle was completed on February 12, 2023. On February 16, 2023, we moved forward, accepting liability based on the statement provided by the complainant, the police report, and the damages to the complainant’s vehicle, On February 23, 2023, we were advised of potential supplemental damage and the need for a reinspection. At that time the independent Appraiser was contacted to finalize arrangements to inspect the additional damages and vehicle further. In addition, the appraiser information was given to the Complainant directly and to follow up with, if necessary. On March 16, 2023 the supplement was completed and check for the complainant’s damages were mailed on March 21, 2023. On April 3. 2023, The complainant contacted us to tell us he never received payment for his repairs. We discovered that we did not have his apartment number included in is mailing address. On April 5, 2023, we reissued payments to the complainant and mailed them to him to his correct address. On April 4, 2023, the complainant advised us that there was a labor rate discrepancy between the independent appraiser’s estimate and the dealership’s estimate. We contacted the independent appraiser and advised them to contact the dealership to finalize the totals of the estimate. On April 14, 2023, we received the final supplement from our independent appraiser with the correct labor rates and amounts. On April 17, 2023, we sent payment for the final amount on that same date to the complainant via overnight shipping. On April 20, 2023, the complainant contacted us and told he had not received the last payment. After a review of our file, we discovered that the final payment was not sent overnight. We contacted the dealership and made the final payment for the complainant damages via credit card over the phone. In closing, we feel that the Complainant’s claim is now resolved and we apologize for any delay’s that were experienced throughout the process. Should you have any questions with regard to the foregoing and/or the enclosures, please feel free to contact me at ###-###-####. Very truly yours, Dan K******* Material Damage Claims Supervisor