Complaints

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

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  Philadelphia Insurance Companies

  1 Bala Plz Ste 100 Bala Cynwyd, PA 19004-1401

  
• 

  Philadelphia Insurance Companies

  9115 Harris Corners Pkwy Ste 410 Charlotte, NC 28269-3709

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:08/08/2023

  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.

  Our classic car caught fire 7/7/23. We immediately called Philadelphia Insurance to report the fire and spoke to the examiner ***************************. The car was towed to Two Guys Restoration and repair to await the appraiser(*********************). The appraiser viewed the car on 7/10/23. We received the appraisal dated 7/12/23 in the mail. The appraisal indicated they would not cover the cost of the carburetor. We questioned this and they sent a copy of part of our policy which states they would not cover damage due to mechanical or electrical failure or breakdown. We believe as does our mechanic that it was not mechanical failure of the carburetor but that residue from the gas tank may have plugged up the valves which cause the gas to overflow and ignite. The car is well taken care of and serviced. We have all invoices. There was no problem with the carburetor. That's the first problem. The next is the amount of the appraisal even minus the deductible and the carburetor still does not cover the cost of the other repairs. We emailed the invoice from the mechanic to *************************** at Philadelphia and were told he sent it to the appraiser and any disagreements between the shop and the appraisal the shop was supposed to send invoices etc to the appraisal company. ************ has called several times and left messages and none have been answered. It appears the insurance company is no help to us at all. And lastly. We found that the insulation under the hood of the car needs to be replaced and we are not sure how to submit this bill. The check they sent to us has not been cashed. We have had the car partially repaired and are unable to pay the garage. I cant understand why Philadelphia insurance is unable to help with any of this and why calls go unanswered. The mechanic is actually trying to help but gets no response from the appraiser or the insurance.

  Business Response

  Date: 08/25/2023

  Philadelphia Indemnity Insurance Company did handle a fire loss for this customer. We contacted our insured and an appraiser was assigned to inspect the damaged vehicle immediately. During the inspection of the insured vehicle both the appraiser and the repair shop technician agreed that the cause of the fire was a malfunction of the vehicle’s carburetor. Mechanical Failures are not covered by this insurance policy, so the carburetor was left off the original estimate. We promptly issued payment for all the resulting fire damage but not for the failed carburetor. After further discussion with our insured, in a good faith effort to resolve the claim, we agreed to pay for the carburetor. In addition, our appraiser reviewed the missing hood insulator and agreed to add it to the original estimate along with additional labor requested by the insured’s shop of choice. Payment in the amount of $1,102.63 was issued for the carburetor, hood insulator, and the associated labor to the insured on 8/9/2023. Thank you.

  Customer Answer

  Date: 08/30/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  The total cost of the repair(submitted to the appraisal company by Two Guys) is $2773.06. Philadelphia Insurance paid a total of $1934.88. After we pay the deductible of $500, we will still have to pay an additional $338.18. I'm not sure what they are not covering as we never received an updated appraisal, but other than the deductible I don't think we should have to pay anything. Also, just for the record ,the repair shop tech was never consulted about the appraisal and certainly did not agree the carburetor was faulty. Further the only communication we received from ******************* was an email that he had submitted the bill from the garage to the appraiser and had nothing to do with the discrepancy.
  
  Regards,
  *************************
  ***************************
  

  Customer Answer

  Date: 08/30/2023

  The response from Philadelphia Insurance was not accurate. The repair shop tech was never consulted by the appraiser and certainly never agreed the carburetor was faulty. When we tried to submit the bill from the garage to ******************* we got an email that he had forwarded the info to the appraiser and had nothing else to do with it. Suggested the garage submit the bill to the appraiser even though he had. There has been no communication from Philadelphia at all since except the response they sent to you. Communicating with them is difficult to say the least. Also, the amount they paid for the repairs still leaves us paying the $500 plus an additional $338.18. They have not indicated to us what they are not paying for, but I dont feel we should have any expense over the deductible.

  Business Response

  Date: 09/21/2023

  Philadelphia Indemnity Insurance Company requested our Appraiser again reach out to the insured’s shop of choice.  In discussing all the charges made to the insured our Appraiser found that the shop charged the insured for additional items that were not presented to the Appraiser during the first inspections, two of these items were a $125 Tow and $100 Core charge for the damaged carburetor.  
  

  Our Appraiser was also presented with some additional labor which he approved and wrote a supplement estimate for $670.03. This supplement estimate was also emailed to the insured and a
  check was issued to the insured for $670.03.  To recap, the insured’s shop estimate and our Appraiser’s estimate now agree in amount, and the insured has been fully indemnified for all the insured vehicle loss related damages less their $500 deductible.   Thank you.         

  Customer Answer

  Date: 09/27/2023

  [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. 
  I would like to thank the Better Business Bureau and ************ for all of their time and effort, without which this problem would not have been resolved.
  

  Regards,
  
  ***************************

• Initial Complaint

  Date:06/29/2023

  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.

  I had an absolutely HORRIBLE experience with Philadelphia Indemnity Insurance Company. PHLY Ins. should be investigated by regulators. They were obligated by law to cover damages caused by their client. Due to railroading and not communicating by ******************* and *************************** it took 6 months to settle. This was on top of hundreds of emails and texts (most of them unanswered) that I had to send. They are awful in every way and completely unapologetic. They truly seem to find it funny to make victims have a horrific experience. What they are doing is illegal and immoral.

  Business Response

  Date: 07/07/2023

  July 7, 2023 
  

  Dear *** ******* *****: 
  

  We are in receipt of your correspondence dated June 29, 2023 regarding the complaint filed by ******* ****** concerning his service issues.  
  Philadelphia Indemnity Insurance Company (PIIC) provided Business Automobile Liability Coverage to *****  ***** ************** Inc. under policy number *********** with effective dates of coverage of 10/25/2022 thru 10/25/2023.  
  

  The initial notice of loss was reported by PIIC insured on December 13, 2022. On December 15, 2022 liability was  accepted and a licensed Appraiser was assigned to inspect the complainant’s auto property damages. On December  16, 2022, claims adjuster, ***** **** made contact with the complainant. We received the initial scope of damages,  estimate, and photos on December 22, 2022. The claims adjuster contacted the complainant and payment was issued  for his auto repairs on December 22, 2022. A supplement was received February 22, 2023. The claims adjuster  emailed the complainant’s shop of choice a copy of the approved supplement and asked for clarification on total  amount due, and if the repairs were completed. On March 1, 2023 the complainant’s shop of choice confirmed the  total amount due and payment was issued. On March 8, 2023 the complainant advised the claims adjuster that he  would like to file a diminished value claim, it was evaluated and an agreement was reached on April 6, 2023. We  received the signed release on April 14, 2023, and payment was issued on April 20, 2023. 
  

  We believe we have handled this matter fairly and in accordance with fair claims practices. Should you have any  questions regarding our response, please contact the undersigned or the claims adjuster, ***** **** at  ###-###-####. 
  

  Sincerely, 
  Assistant Vice President 

  Customer Answer

  Date: 07/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  This claim was ABSOLUTELY not handled with fairness or best business practices. I have dozens and dozens of unanswered texts, emails, phone calls, and communications with the adjuster. I was threatened by collections agencies and the rental car company for the claim. 
  

  *********** was rude and dismissive as was his direct Supervisor ******************* 
  

  I do not think this company should be licensed to insure and I've filed a complaint at the ** Insurance Commission regarding them insuring vehicles in **. 
  
  Regards,
  
  ***************************

  Business Response

  Date: 07/17/2023

  July 17, 2023  
  Dear *** ******* *****:  
  We are in receipt of your correspondence dated July 14, 2023, regarding ******* ****** additional concerns regarding this case.  
  

  As previously reported, *** ****** vehicle repairs and diminished value claims were paid timely. We understand  his concerns regarding the rental invoice. The invoice unfortunately was not received by the examiner from our vendor ***** through our claims system until May 1st, 2023 and paid on May 3rd, 2023. We are looking into this  issue with ***** directly. The invoice was received by *** ****** from ***** and not a collection agency. A copy  of that invoice provided by *** ****** is enclosed along with a copy of the check issued to *****. *** **** and I  were both on the phone with *** ****** throughout this process and remained professional and advised *** ******  what we needed to finalize his claim as previously outlined in our July 6, 2023, response.

  Should you have any questions regarding our response, please contact the undersigned or the claims adjuster, ***** **** at ###-###-####.  
  

  Sincerely,  
  Claims Supervisor  

  Customer Answer

  Date: 07/17/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  In what business world is it ok for an insurance company to ignore 4 out of 5 communication attempts regarding monies owed, rental cars needed, or repair coverage requests? The service ************ and ********************** provided was not ethical or compliant with insurance law. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:01/13/2023

  Type:Order 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.

  Claim # ******* Agent/Adjuster # *********************** Agents are threatening me to sign the release for with very low ball offer for depreciation claim. I have provided all the details about my claim and asking them how did they arrive to figure they offered and they are shouting one there is no such way to explain you, this is what we can offer you, if you want to accept it or else leave it.I am receiving least response from them i am not sure because of my race or something. Its been more than a year i am still fighting for entitlements. I wont get any timely response from until i escalate . they only called me once and during that call she was so rude and shared all half baked info.I have submitted all the documentation to support my claim and they are not position to check or listen .Now they are acting like drug cartel and threatening me to sign the offer or leave.I have been serious mental stress after incident and it got aggravated after dealing with guys.What do you consider to be a fair resolution?: I would need a fair DV which i am entitled for.

  Business Response

  Date: 02/03/2023

  February 3, 2023

  Dear *** *****:
  We are in receipt of your correspondence dated January 26, 2023 regarding the complaint filed by *** *********** concerning his diminished value claim.
  Philadelphia Indemnity Insurance Company (PIIC) provided Business Automobile Liability Coverage to ******* *********** ******* ***. under policy number *********** with effective dates of coverage of 09/11/2021 thru 09/11/2022.
  The initial notice of loss was reported to Philadelphia Insurance Company on 10/24/21 by the complainant. It was reported that our insured driver rear-ended the Complainant’s vehicle while stopped at a red light in Pigeon Forge, TN. We accepted liability for the loss, and after inspecting & assessing the damages to his vehicle, we issued payments on 11/3/2021, with supplemental damage payments on 11/18/21 and 12/10/21. Payments for the damages to the Complainant’s vehicle totaled $6,735.52. We also payment of $2,266.32 for a rental vehicle while the Complainant’s vehicle was under repairs, and also $ $1,390.96 for car seats damaged from the accident.
  The Complainant also alleged damages to personal property in particular (2) *****. We assigned someone to inspect the Complainant’s personal property and found that the damages were not related to the loss as alleged and payment was not considered for these claimed items.
  On 1/12/2023, we issued payment to resolve the Complainant’s bodily injury claim despite our not receiving any medical bills or documentation until after the one year statute of limitations for TN had expired. .
  In regards to the diminished value claim being presented by the Complainant, numerous attempt were made to contact the Complainant to discuss and resolve his diminished value claim. We received no response from the Complainant until 1/12/23. At that time, our diminished value adjuster, ****** *******, contacted the Complainant, discussed our findings, explaining our position and providing a fair and reasonable offer along with a release document.

  Contrary to the Complaint, *** *********** has never been threatened to resolve this claim and he has been treated professionally throughout the life of his claim. I feel our settlement of his Bodily Injury claim outside of the 1 year Statute of Limitations for TN is further example our good faith claim handling of the matter.
  We have advised the Complainant that he has 3 year Statute of Limitations to pursue his additional property damage claim and are available to discuss the matter further with him, and will issue payment upon receipt of the release previously provided to him.
  We believe we have handled this matter fairly and in accordance with fair claims practices. Should you have any questions regarding our response, please contact the undersigned or the claims adjuster, ****** ***** at ###-###-####.
  

  Sincerely,
  
  **** *********
  Claims Supervisor

  Customer Answer

  Date: 02/03/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  
  

  The third party has threatened me, I was just asking for how did they derive the claim amount they don't have answers and proofs . Reg medical claim I already sent twice my approval to collect the reports from hospital they never did and now blaming on me.

  
  

  Reg the adjuster ********************* , she only called me once reg my claim and she never responded to emails ( after multiple emails she responds and without proper information ) I feel its the matter of discrimination . I almost called her 100 times and never received a call back .

  
  

  I have shared the clear info on my Depreciation claim with all the proofs and they are not able to discuss or prove me wrong .

  
  

  ****** they third party guy who is handling doesn't have any knowledge or info and he is not in a position to head and now threatening me claim will be closed if you don't accept . He was assigned the case to come Depreciation value , but he is misleading the insurance guys with proposal . He doesn't have any concrete info to prove his offer.
  
  Regards,
  
  *************************************************
  

  Business Response

  Date: 04/10/2023

  April 6, 2023

  Dear *** *****:
  We are in receipt of your correspondence dated April 4, 2023 regarding the complaint filed by *** *********** concerning his diminished value claim.
  Philadelphia Indemnity Insurance Company (PIIC) provided Business Automobile Liability Coverage to ******* *********** ******* ***. under policy number *********** with effective dates of coverage of 09/11/2021 thru 09/11/2022.
  Our initial response addressed the complainant’s concerns. We outlined our position regarding the diminished value claim. We already explained to the complainant how we evaluated the diminished value claim. We do not provide our work product. It is up to the complainant to prove his vehicle lost value and that he sustained a loss. Mr. Veerabrahma’s vehicle was repaired back to pre-accident condition and he still has possession of the vehicle so any loss in value is subjective in nature. In addition, his vehicle was in a subsequent accident not related to this incident which would affect the value of his diminished value claim.
  On 1/12/2023, we issued payment to resolve the Complainant’s bodily injury claim despite our not receiving any medical bills or documentation until after the one year statute of limitations for TN had expired. His injury claim is resolved.
  Contrary to the Complaint, *** *********** has never been threatened to resolve this claim and he has been treated professionally throughout the life of his claim.
  We have advised the Complainant that he has 3-year Statute of Limitations to pursue his additional property damage claim and will issue payment upon receipt of the release previously provided to him. On March 23 & 28th, ****** followed up with the complainant to follow up on the release, but he did not answer so he left a voicemail message.
  We believe we have handled this matter fairly and in accordance with fair claims practices. Should you have any questions regarding our response, please contact the undersigned or the claims adjuster, ****** ***** at ###-###-####.

  Sincerely,
  
  **** *********
  Claims Supervisor

  Business Response

  Date: 04/11/2023

  Second response attached today again (did so yesterday as well).  

  Customer Answer

  Date: 04/17/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  As per **** , no body called me on mar 21 and 23rd Mar and left me a voice message and they never tried to approach me on my claim  until I repeatedly email them and left voice messages . My question was straight forward what ever they offering  me, they don't have any strong theory to prove . I shared the information from where they are saying they got reference  . I'm requesting   them to prove me wrong or share the theory on basis of they are compensating me .
  

  reg threatening me he did . I stay on my words . **************** she never called me from two years reg the claim , she only called once when  I filed the claim and didn't shared the infor properly and was not In position to share/guide me the proper process . This is was clearly stating some kind clear discrimination and that started when she confirmed I was ***** . 

  Regards,
  
  *************************************************