Auto Insurance
First Acceptance Insurance CompanyThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for First Acceptance Insurance Company's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 258 total complaints in the last 3 years.
- 105 complaints closed in the last 12 months.
If you've experienced an issue
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:07/01/2025
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.
I had a flat tire so called roadside that I pay for. The *** asked where I wanted my car towed to. I advised Id like to see if it needs patched or just air before I have it towed as I need my car. He said ok took more information and that was that. I called back when the assistance person got there because all he had was a hand pump and couldnt do anything but put air in. When I called back the same original *** said I have to wait 72 hours for another service. I advised that was not disclosed to me otherwise I would have just had it towed! Why would I leave my car sitting and not just take a tow if he had told me I only get one service. He kept saying maam I told you, I told you. I asked to speak to his manager as it was not disclosed and that is something that should be when getting a service like this. He then proceeded to laugh and tell me nah h*** tell you the same thing. I asked if he was laughing at me and he stated well hes just gonna say the same thing so its whatever! Im sorry but I pay my dues every month. I dont appreciate not being advised of the services when setting up and then being told I was told and then laughed at? I e now been on hold 28 minutes for the manager. I now have to pay for my car to be towed so it doesnt get towed by the company whos parking lot its in and am out $120 because this man did not do his job.Business Response
Date: 07/02/2025
Dear *** ******:
First Acceptance Insurance Company, Inc. (FAIC) acknowledges receipt of the complaint by *** ******* ******. However, it appears that *** ******** complaint does not refer to services provided by ****. **** has no record of the call referenced in the complaint.
FAIC is a personal automobile insurance carrier and coverages provided by *** ******** policy applies when the insured vehicle is involved in an auto accident. It does not appear that *** ******** policy carries any coverages that would apply to roadside services. If a roadside assistance service was purchased from her agent, her complaint will need to be forwarded to the proper company for response.
Thank you for allowing us the opportunity to respond. Should you have any additional questions, please contact us at ***********************************************************************************************.
Thank you,
***** ********
Senior Compliance Analyst
Initial Complaint
Date:06/19/2025
Type:Product 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 paid my premium every month at the same time and I have never been late. I wasn't late this month either I paid earlier than my due date when I was notified by email that a balance was due on my policy. SO I immediately paid it but this time the amount was different and their website only gives amount. My usual amount is $101.71 but this time it was 89.71$ no other amount was present on the day the alert was sent to me 6/13. After I paid 89.71$. There was no other amount due on my account. Then they proceeded to take 12$ from my account which was declined because my card was locked. And then added 25$ NSF fee. After calling them and explaining that it was a system error on their end they are still forcing me to pay 37$ or they are going to cancel my policy and refused to refund me the money I paid the same amount THEY asked me to pay! SO it's like I'm being penalized for making my payments on time. Tey are refusing to take accountability for their error. I could not enter in a different payment amount so I paid what I was told was owed! I was on hole for an hour on the phone for a total of 3 hours, I was hung up on multiple times and denied my money.Business Response
Date: 06/26/2025
Dear *** ******************* is in response to the complaint filed by ***** ********* concerning a premium payment dispute on their First Acceptance Insurance Company automobile policy IIAS-139.
On December 02, 2024, First Acceptance Insurance Company (****) received a personal automobile insurance application electronically submitted through the independent agency, Insurance *********** on behalf of ***** *********. As part of the application process, *** ********* would have signed the **** Authorization and Agreement for Recurring Credit Card (***) Payment form,authorizing future insurance installments to be billed to the bank card account she provided.
The *** form does not specify the exact date payments will be withdrawn.Instead, it clearly states: "Payments charged to your account will occur on the Due Date shown on your monthly invoice." Additionally, **** includes an Installment Payment Due Date(s) schedule with the application documents. This schedule is an estimate and subject to change based on policy activity, such as endorsements, payment shortages, cancellations, or reinstatements.
On June 10, 2025, **** issued an EFT invoice informing *** ********* that her policy account is enrolled in ***. The invoice reflected a premium amount due of $101.71 to be withdrawn on the listed due date, June 17, 2025. A copy of this document has been enclosed as exhibit 1.
However, on June 13, 2025, *** ********* went online and made a payment of $89.71. This payment was ahead of the scheduled *** that was set for June *******. Additionally, this was the balance reflected in our system at the time of her online payment. Upon a further detailed review, this amount was the result of a system error and not a true representation of the premium amount due. Also, due to this system error, *** ********* would have been unable to alter the amount above or below $89.71. To further complicate *** ********** situation, the scheduled EFT processed on June *******, and attempted to collect the remaining premium balance of $12.00. Unfortunately,the $12.00 EFT payment was declined by ************************ institution.
On June 18, 2025, **** received the declined payment notice and subsequently issued a Notice of Cancellation due to the declined credit card payment. The cancellation was to be effective June 27, 2025, and included the outstanding premium balance of $12.00 and a $25.00 non-sufficient funds (NSF) fee. A copy of this document is enclosed as exhibit 2.
On June 20, 2025, *** ********* contacted ***** customer service regarding the cancellation notice. It was documented that the $37.00 balance ($12.00 premium installment and $25.00 NSF fee) was waived. No refund is owed to *** ********** as $89.71 was the monthly premium payment to keep policy OHFB-6423 active. The $12.00 payment was never successfully processed due to the financial institutions denial.
We regret that *** ********* experienced any difficulty with the servicing of her First Acceptance policy. Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to *****************************************************.
Sincerely,
******* *****
Sr. Director, TeleSupport
**************************
*************************************************************************************************
cc:Compliance Analyst at *****************************************************
Enclosures: (2)Customer Answer
Date: 06/26/2025
Complaint: 23493353
I am rejecting this response because: Although you stated that you waived the 25$ NSF fee it's still there clear as day on my account. And it's 30 mins until 12am which will then be the 27th and my policy will cancel according to the 2ND cancelation policy you sent me which moved the date up by 3 days for me to pay. ****** the supervisor assured me I would only pay 12$ on my next bill. I asked for a refund because, I didn't pay the premium just for you guys to cancel it 2 weeks later? That's bad business. As a consumer who has paid her premium early every month! Not just this month and never experienced this. Why are you making it so difficult for your customers? Either send me a formal verification letter that my policy will still be active after the 1st of July OR Refund me the premium and I'll take my business elsewhere if you're just going to cancel me over YOUR system error. Simple.
Sincerely,
***** *********Business Response
Date: 07/01/2025
First Acceptance Insurance's response to the follow-up rebuttal is attached. Please let us know if you have any additional questions.
Thank you.
Initial Complaint
Date:06/17/2025
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 17 year old daughter was rear ended waiting to turn left on Mother's Day Last Year (06/12/24) by a man with First Acceptance Insurance. We were given the run around from the beginning. They said the car was totaled and didn't offer a rental. The damage was $8,400 and the value of the 2012 ***** Civic was $8,200. Within the last few weeks Veros the company that I financed the car through began calling me no stop stating that I owed money on the car that I no longer had in over a year. I was told that First Acceptance did not send Veros the $8,200 (Gap insurance was paying the rest). ***** said that First Acceptance only paid approximately $5,000. I've been tried to contact First Acceptance, **** **** Casualty Specialist II ************** and it is always a voicemail that states he is out of the office on the line and Happy New Year.Business Response
Date: 06/24/2025
Dear
Ms. Tiffany Sharp:
This is in response to the complaint filed by Ms. Dana Stroud.
This
claim was reported to First Acceptance Insurance Company of Georgia, Inc.
(FAGA) on May 17, 2024. After the
coverage and liability investigation was completed, the claim was transferred
to the Total Loss Department on May 16, 2024.
The
total loss adjuster followed up with Ms. Stroud on June 17, 2024, to go over
the total loss settlement, explain the total loss process, and explain the
vehicle would need to be released from their body shop of choice to help
mitigate damages. The total loss
adjuster explained that the original payment made to Ms. Stroud would be
deducted from the settlement. Ms. Stroud
sent in some tire receipts to consider determine if there would be an increase
in the evaluation. The total loss
adjuster explained FAGA would review; however, FAGA cannot guarantee a total
loss settlement increase.
On
June 18, 2024, the total loss adjuster followed up with Ms. Stroud to provide
the revised total loss settlement and advised Ms. Stroud to let us know when
she made her decision between the FAGA and an owner retained total loss
settlement.
On
July 1, 2024, Ms. Stroud advised she has decided forward with the FAGA total
loss settlement. The total loss adjuster
explained the total loss paperwork process.
On August 6, 2024, all the completed total loss paperwork was received,
reviewed, and confirmed to be compliant.
The total loss settlement was issued on August 7, 2024.
The total loss settlement was for $5,857.46 because
the original payment issued to Ms. Stroud in the amount of $2,719.54 was never
returned to us, therefore that portion of the total loss settlement was already
issued. Please see attached copy of settlement breakdown and proof of original
payment.
We
regret that
Ms. Stroud experienced frustration with his claim and can assure you
that First Acceptance Insurance Company strives to create a courteous, service-oriented,
working relationship with our customers to resolve each claim in a timely and
equitable manner.
Thank you for allowing us the opportunity to respond.
Should you have any additional questions or concerns please contact us at [email protected], or contact the undersigned
and please send a copy to [email protected].
Sincerely,
Michael
Cole
Regional Claims Director
(800) 779-2103, ext. 31073
[email protected]
cc: Compliance Analyst at [email protected]
Enclosures: 5Initial Complaint
Date:05/29/2025
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.
Claim Number **********. First Acceptance denied liability. My Vehicle was parked and was struck by a First Acceptance Insured driver. This happened on 04/11/25 in ************. Police report reads. Driver 1 (First Acceptance Insured Driver) was driving east in the ********************************* when the passenger front tire on his vehicle became dislodged due to a separate vehicle part breaking. Driver 1 stated he lost all steering and collided with the driver side rear of Unite 2 (my vehicle). Police inspected Unit 1 and observed damage to the front driver side bumper. Police observed Driver 1 wheel to be broken and facing in opposite direction.Business Response
Date: 06/05/2025
Dear Ms. ****************** is in response to the complaint filed by ******* ************.
The claim was reported to First Acceptance Insurance Company, Inc. (FAIC) on April 22, 2025, by ******* ************.
On April 23, 2025, the police report was received confirming the unlisted driver, Cartarius ******, was operating our insureds vehicle at the time of loss. The adjuster attempted to call the named insured, ******* ******, but had to leave a voicemail. A contact email was sent to the named insured.
On April 24, 2025, the adjuster spoke to Ms. ****** and verified that the driver, Cartarius ******, was an unlisted household member who had permission to drive the insured vehicle at the time of loss.
On May 7, 2025, the adjuster reviewed for coverage and noted there would be no coverage due to the unlisted driver not meeting the definition of insured.
On May 17, 2025, coverage denial letters were mailed to the parties involved.
On May 21, 2025, the adjuster called Mr. ************ and left a voicemail requesting a return call.
On May 23, 2025, a copy of the denial letter was emailed to ********************************.
On June 2, 2025, ***** coverage decision was reassessed and it was determined that coverage will be afforded. The property damage manager attempted to reach Mr. ************ by phone but left a detailed ************ the voicemail the manager advised that coverage was reassessed and the adjuster would be reaching out to set up the inspection for the damage caused.
On June 4, 2025, Mr. ************ returned the property damage managers call and was informed that coverage would be afforded.The property damage manager explained the estimate and supplement process.
We regret that Mr. ************ experienced frustration with his claim and can assure you that First Acceptance Insurance Company strives to create a courteous, service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner.
Thank you for allowing us the opportunity to respond.Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to *****************************************************.
Sincerely,
******* *****
Senior Director, Property Damage
**************************
********************************************************************************************
cc:Compliance Analyst at *****************************************************
Enclosures: 0Initial Complaint
Date:05/28/2025
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.
In December 2024, I was involved in a car accident, no fault of my own. It has taken me several months of trying to communicate with this insurance company, and Im still waiting to be fully reimbursed for what I had to pay out of pocket due to the accident. Every time I call it takes weeks for them to call me back. Although my car repairs have been paid for, I am still waiting to be reimbursed for my car rental fees. On April 30, 2025, I was sent a text stating that a check had been issued to me. I called to check in about that text. Days later my call was returned and I was told that there was in fact a check in the mail to cover my rental fees. It is now the end of May and I still have not received payment nor has my insurance company received payment for my rental fees. When I call first acceptance, I never speak with someone. I always have to leave a message and they return my call weeks later. I have attempted to contact a claims manager several times and have been unsuccessful each time.Business Response
Date: 06/06/2025
Dear Ms. ****************** is in response to the complaint filed by ******* *******.
This claim was reported to First Acceptance Insurance Company, Inc. (FAIC) on December 10, 2025, by our insured, ******************* ****. Statements were secured from both parties on December 27, 2025, at which time liability was accepted in full by *****
A contact attempt was made to Ms. ******* on January 2, 2025, to assist with setting up repairs for her vehicle. The adjuster left a detailed message requesting a return call to discuss her property damage claim.The estimate for the damage to Ms. ******** vehicle was completed on January 3, 2025, and payment was issued that same day.
On January 13, 2025, Ms. ******* contacted her assigned adjuster to advise that she no longer wished to move forward with repairs through FAIC. Ms. ******* indicated she would proceed through her own carrier, State Farm, and requested that the initial repair payment be canceled.
A subrogation demand from State Farm was received on February 6, 2025. The initial payment to State Farm for their subrogation demand was remitted by direct deposit on February 25, 2025. The final payment to State Farm for their subrogation demand was sent by direct deposit on April 30, 2025.
On May 28, 2025, Ms. ******* left a voicemail for ***************************** This message was forwarded to the assigned property damage adjuster.
Upon review of the documentation provided, the charges appear reasonable. Payment in the amount of $965.58 was issued to ********** on June 4, 2025, for her out-of-pocket rental expenses. We regret any inconvenience this may have caused and consider this matter resolved.
Upon review of the documentation submitted with this complaint, we acknowledge that Ms. ******* submitted rental reimbursement inquiries to FAICs general claims inbox on January 4, 2025, January 7, 2025,and January 22, 2025. These messages routed directly to the claim file and would have generated alerts for the assigned adjuster. Unfortunately, there is no indication in the file that any response was issued to these inquiries. FAIC acknowledges this delay in communication and recognizes that this was an oversight.
This concern has been addressed with the assigned adjuster, and coaching has been provided to reinforce the importance of timely responses to all customer inquiries, including those routed through shared inboxes.
We regret that Ms. ******* experienced frustration with her claim and can assure you that First Acceptance Insurance Company strives to create a courteous, service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner.
Thank you for allowing us the opportunity to respond.Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to *****************************************************.
Sincerely,
**** T. ********
Property Claims Director
**************************
**********************************************************************************************
cc:Compliance Analyst at *****************************************************
Enclosures: 4Customer Answer
Date: 06/10/2025
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:05/22/2025
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 the 26th of April, I had a car accident. I filed the claim within my ***** timeframe. I called First Acceptance on the 28th of April. I never received a call back until May 3th. On May 4th ****** ****** explained to me that I need a police report. May 5th, I filed the police report, as you may know its takes 24 hours to receive the paper copy. May 6th I retrieved my paper copy. I sent pictures to ****** ****** email. He stated that he had them. From April 26th to May 14th my car sat at the tow yard because Co-Part stated that, they werent getting any replies from ****** ******, the employee sent me the 10 plethora of emails she excessively sent ****** to pick up the car, May 15th we finally got in touch with ******, I put him on 3- way with the employee at Co-Part so she could tell him the same fabricated stories that he told me. He was too stunned to speak because he had placed all original blame on Co-Part. Is it now May 22, I have called all last week and this week to get my claim escalated. I have emails and calls where I called ****** ******, ******* ****** and the supervisor ****** ******. I have sent over 40 emails within a month span of no contact. I have also paid my insurance on time and accurately. I have also been instructed to pay my car note until they get ready to issue the check per the Supervisor ******. I am disgusted and disappointed that they are treating me like this. I have contacted them today and they will not answer the phone. I have proof that I have called. There are plethora of people on social media, X, ******* and Reddit who have bigot complaints about this company who degrade their customers, often. They are taking our hard earned money and wiping their luxury lifestyle with it. They are dragging this situation along. Every day I call Co-Part they say that they are waiting on First Acceptance. ****** ****** instructed that it takes longer with bigger corporations. Please help me!!! I need my car.Business Response
Date: 05/29/2025
Dear Mrs. ****************** is in response to the complaint filed by ****** *******
On April 28, 2025, *** ****** contacted First Acceptance Insurance Company, Inc.(FAIC) to report that she was involved in an accident with her insured auto on April 26, 2025.
On April 30, 2025, the assigned adjuster completed an initial review of the file and set a diary to establish contact with *** ****** the following day.
On May 1, 2025, *** ****** contacted the claims department and spoke with a manager, expressing frustration that she had not yet been contacted by the assigned adjuster. The manager informed her that the adjuster had already left for the day, but assured her that the adjuster would be notified and instructed to follow up as soon as possible. The manager provided their contact information to contact them directly if the issue persists.
On May 2, 2025, the adjuster attempted to call *** ******* but she did not answer.The adjuster was not able to leave a voicemail as her voicemail box was full and could not accept any new messages. The adjuster sent an email to *** ****** with their contact information and requested a return call. Additionally, a letter was mailed to *** ******* advising that it is the policyholders duty to mitigate further damages while a coverage decision is pending, as the policy only affords a limited amount of coverage for towing and storage fees.
On May 5, 2025, the adjuster called the towing company and requested the towing invoice and any other relevant documentation. The invoice was received and placed on file. The adjuster received a call from *** ******* who provided a recorded statement regarding the accident. After the statement, *** ****** was advised of the appraisal process and told that a police report, or verification that someone called and attempted to file a report, would be needed for coverage. An appraisal assignment was created to inspect the insured vehicle for damages. An **** claims manager reviewed the file and sent a memo to the adjuster directing that the vehicle should be picked up and taken to a storage-free facility, to prevent further storage fees.
On May 6, 2025, *** ****** provided a police report number and contact information for the ******************************* deputy. The adjuster reached out to ********************* and verified the legitimacy of the report. The appraisal assignment was cancelled, and an assignment was created to have *** ******* vehicle picked up and taken to a storage-free facility. The adjuster contacted ********* and advised her to contact BLE Towing and release the vehicle to First Acceptance. The adjuster also advised that **** received a police report, but we were unable to view it properly and requested that she try sending it to us in a different way. Soon afterwards, FAIC received a legible police report. The adjuster submitted a coverage and liability summary to management, requesting permission to afford coverage for the loss.
On May 9, 2025, *** ****** called to see if the vehicle had been picked up by ******* and she was informed that it had not. Shortly afterwards, *** ****** called again with Copart on the line. The Copart representative reported that they sent several requests to the handling adjuster seeking approval for the storage charges, with no response. The adjuster advised ****** to send a request directly to their email, so that they could review the charges for approval.
The adjuster called *** ****** and advised that ****** had been provided the necessary approval. *** ****** requested the adjuster contact the lienholder and provide them with an update. As requested, the adjuster contacted the lienholder and advised that **** was waiting for the vehicle inspection report.The lienholder advised the adjuster to contact them once the vehicle has been inspected and deemed a total loss.
The adjuster contacted Copart and verified that they were no longer waiting for the approval of storage charges. Copart advised that *** ******* vehicle was scheduled to be retrieved the following Monday. The adjuster relayed their recent conversations with the lienholder and Copart to *** ***************** May 13, 2025, the handling claims manager received a call from Armani *******expressing her agitation that the claim was not yet resolved, as she was having to pay out of pocket for rides. The manager reviewed the file and advised that the claim was moving forward properly. The manager informed *** ****** the vehicle had arrived at ******* and an appraisal was scheduled to determine the extent of the vehicles damage.
********* stated that she was not getting responses. The manager advised that while they had several missed calls from her number, no voicemails were left. The manager advised her to leave messages in the future as leaving a message with the claim number and a description of the issue allows **** the opportunity to search for the best possible solution.
During this call, *** ****** stated that she was not made aware that a police report was required until she spoke with the adjuster on May 5, 2025. The manager informed her that her policy still requires that a police report be filed within 24 hours of a single vehicle loss.
********* added Copart to the phone call and it was confirmed that they were pending the completion of the vehicle inspection. The manager advised her that the estimate should be on file by the end of the week, and once it reaches the file, someone from First Acceptance would reach out to her.
After the call, the manager realized that Armani ****** is not listed on *** ******* policy. The manager noted that a potential coverage issue as it appeared ********* was the owner and regular operated of the vehicle, and submitted a referral to the Special Investigations Unit (***) to investigate the matter.
On May 14, 2025, the *** referral was approved, and an investigator was assigned to the claim file. The estimate for repairs was completed and placed on file.The estimate indicated that the vehicle was deemed a total loss.
On May 16, 2025, the claims manager sent *** ****** a Reservation of Rights Letter.
On May 20, 2025, the claims manager attempted to call *** ******* but she did not answer, and her voicemail box was full. The manager sent a follow up email advising that more information was needed for the coverage investigation. The claims manager sent a memo to the handling adjuster advising that *** ****** is not a listed or excluded driver on the policy, and that they cannot speak with her unless *** ****** provides the authorization to do so.
On May 22, 2025, the handling claims manager received a voicemail from *** *******in which she requested to speak to them regarding the Reservation of Rights letter she received. The manager promptly returned her call. *** ****** and the manager had a lengthy discussion in which the manager explained what the letter meant and why it was sent. The manager also explained why the claim had been referred to *** for further investigation. The manager requested *** ****** provide proof that *** ****** does not live with her as soon as possible.
On the same day, the investigator reviewed the proof of residency and determined that *** ****** does not reside with *** ******* The manager immediately placed a coverage summary on file indicating that the coverage issue had been resolved.
The handling claims manager contacted *** ****** and advised that the vehicle was deemed a total loss, and the claim would be transferred to the ********************** *** ****** was advised that the adjuster would need three to seven business days to review the file before reaching out to discuss the options and next steps.
On May 27, 2025, the total loss adjuster contacted *** ****** and advised of the total loss settlement and the next steps of the claims process.
We regret that Mrs. ****** experienced frustration with her claim and can assure you that First Acceptance Insurance Company strives to create a courteous, service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner.
Thank you for allowing us the opportunity to respond.Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to ******************************************************
Sincerely,
******* ****
Regional Claims Director
**************
******************************************************************************************
cc:Compliance Analyst at *****************************************************Initial Complaint
Date:05/13/2025
Type:Billing 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 30, first acceptance stated that the *** for insurance was NSF. So, I explained to them the funds were and are still in the e account. I called my bank as per request by FA. The bank *** said that no transaction had come thru the acct from them (FA). I called back and FA stated that I needed to send email of bank statement, I did and I was then told someone would get back with with me in ***** hours. I stated to them that I refused to pay any ***'s or late fees because the statement showed that funds were available. Upon my calling them on May 12th it was told that my insurance was canceled due to non-payment. I stated to the young lady that I was waiting on a call due to an investigation and that I stated to them I was not going to pay until the matter was resolved. I spoke to several people prior to the 5/12 date and not one of them told me that the policy was cancelled only that they would review the matter and get back with me. They have done this a couple of times with the *** mess and the funds have been in my acct. This ********************** seems to be fraudulent in that they are making people pay extra due to their negligence because their was no proof in my statement that they had even tried to run the *** according to my bank. So they are trying to collect *** and late fees due to their negligence.Business Response
Date: 05/27/2025
This is in response to the complaint filed by ******** ****** on behalf of the named insured, ******* ******, and his First Acceptance Insurance Companys (FAIC) personal auto insurance policy.
On May ******, FAIC received notice that the scheduled *** payment of $577.92, from bank card ending in 1994, electronically submitted on April 30, 2025, was not honored by the financial institution. The previously applied insurance payment transaction had been reversed to remove the posted payment from the policy account. Policy CSMS ***** cancelled effective April 30, 2025, as previously notified.
Following the cancellation, Mr. ****** and his mother, Ms. ******** ******, contacted the ******************* to inquire about the cancellation. **** explained that the payment was not honored by the bank on May 1, 2025. Ms. ****** stated that funds were available in the account and contacted her bank to investigate further.
On May ******, **** received documentation from the insured and the review process was initiated. The information provided was not adequate information to determine FAIC had errored. ************ verify the *** payment transaction was presented to the financial institution.
On May *******, a **** **************** Team Lead spoke again with Ms. ****** to explain the status of the policy. It was reiterated that the policy had been canceled due to non-payment, as the April 30, 2025, scheduled payment was not honored by the financial institution. The offer to replace the declined payment to reinstate the insurance coverage was offered but declined by the insured. **** attempted to contact the insured for additional clarification but did not receive a response prior to this correspondence.
Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to *****************************************************.
*********,
******* ******
Manager, Call Center
**************************
********************************************************************************************
cc:Compliance Analyst at *****************************************************Initial Complaint
Date:05/12/2025
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.
After I started a new policy with First Acceptance Insurance company, I signed an agreed upon declaration with the amount of $254 dollars monthly policy. in the middle of a billing cycle, I received an amended declaration that was not signed and agreed upon by me with a new amount of $388 dollars monthly to be paid. I began calling into the company and was given an explanation of an accident i was accused of being a part of on June ******* that I was never involved in. I was told to contact my previous Insurnace carrier Travelers ****************************** Nexis for proof and without hesitation, both companies gave me documentation to verify that I, ******* ***** was not involved in any accidents. I provided First acceptance said documents that they requested, on May 3rd, and was told someone would follow up with me, i've called everyday since and now every single person I speak with in customer service refuses to let me speak to someone in the right departments to correct the billing issue, and now my policy has been canceled as of 5/11/2025 without resolve, I am a working, driving single mother and this has put me in a terrible positionBusiness Response
Date: 05/19/2025
This is in response to the complaint filed by ******* ******
We appreciate Ms. ***** bringing her concerns to our attention, and we apologize for the frustration and inconvenience she has experienced. At First Acceptance Insurance Company (FAIC), customer service excellence is one of our highest priorities, and we regret that Ms. ***** was unable to contact a supervisor or a member of the appropriate department during her previous attempts. We are actively addressing this internally and will provide additional coaching and training for our customer service staff to help prevent situations like this in the future.
On May 15, 2025, we spoke with Ms. ***** regarding the documents provided by Travelers Insurance. During our discussion, it was explained that Travelers Insurance had reported five (5) claims to LexisNexis under Ms. ****** CLUE report. All five (5) of the claims in question occurred on June 22, 2022, involving a 2014 Chevrolet Impala 2LT. As a result of these claims being reflected in her insurance history, an automatic policy adjustment was made, increasing her total premium by $413.00. While the documentation from Travelers did state that there were no moving violations, it also confirmed that the claims had been submitted by the lienholder to Ms. ****** policy.
Upon further review of the documentation Ms. ***** submitted, on page 26 of the LexisNexis report, there is documentation of an active policy in Ms. ****** name with Travelers Insurance, at the time the claims were reported, with the 2014 Chevrolet Impala listed as a covered vehicle. That policy shows effective term dates from March 22, 2022, to July 25, 2022.
Additionally, on pages 31 through 34 of the LexisNexis report, it does appear that these claims were listed under the Automobile Insurance Claim Records section for Ms. ****** As stated in the report, This section contains all policy and prior loss history information related to personal automobile and/or motorcycle claims within the consumer's file.
In the conversation Ms. ***** also stated that Travelers Insurance has acknowledged the reporting was a mistake and will be addressing the issue with LexisNexis. Additionally, on May 15, 2025, an attempt to contact ****** ********* Unit Manager at Travelers Insurance and the individual who authored the letter on behalf of Ms. ****** to request an updated statement confirming the reporting error. I left a voicemail but have not yet received a response.
On May 16, 2025, an additional attempt to contact Ms. ***** was made to share the following resolution: If/when **** receives official documentation from Travelers Insurance confirming that the claims were reported in error, or a revised report from LexisNexis reflecting the correction, FAIC is prepared to remove the uprated charges effective, April 15, 205, the date they were added, and credit her policy for any overpayment related to the increase.
FAIC understand the seriousness of this situation, and are committed to working closely with our insured to resolve this matter as quickly and fairly as possible.
We apologize again for the inconvenience and distress this situation has caused Ms. ***** and thank her for her patience as we work toward a resolution.
Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to ******************************************************
**********
******* ******
Manager, Call Center
**************************
********************************************************************************************
cc:Compliance Analyst at *****************************************************Initial Complaint
Date:05/06/2025
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.
I canceled my car insurance with First Acceptance Insurance a few minutes ago. I paid my bill, $206.87 on 4/27/2025. I canceled my insurance with them today, 5/6/2025. I asked for my remaining money back, of course less the coverage between 4/27/2025 through 5/6/2025. They said it takes 10 business days to cancel and I will have to keep paying for those 10 days while they are "canceling* it. Shouldn't I get all of the remaining money back that I'm owed? That would be $137.40 they owe me (20 days) for the remainder of the period that I've paid up for. They're trying to keep an additional 10 more days of the money they'd owe me, which would be $68.70. They should owe me a whole $137.40. That is dirty. I've canceled from other insurance companies before and they give you any remaining money you've paid for that period. They're also saying it takes 14 days to stop an auto pay from your bank account. So after you cancel, they want to keep 10 more days of your $ they owe you, and 14 more days if your payment is due in that 14 days, they take another payment out of your account. That is pretty shady and underhanded. What can I do about this?Business Response
Date: 05/15/2025
This is in response to the complaint filed by ********* *********
Ms. ******** submitted a cancellation request on May 6, 2025. Unfortunately, due to a processing oversight, the signed cancellation documents were not initially scanned into Ms. ********* policy records. After speaking directly with Ms. ********* we promptly retrieved the necessary documentation and confirm the cancellation of her policy effective May 6, 2025.
We apologized for the miscommunication and explained the nature of the error. Ms. ******** was gracious in allowing us the opportunity to correct the situation, and we expressed our appreciation for her patience and understanding.
On May 14, 2025, FAIC issued and mailed a premium refund check in the amount of $258.13 to Ms. ********* This situation also provided a valuable opportunity for internal coaching and process improvement, which we are actively addressing to help prevent future occurrences.
Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to ************************************************************************************************
Sincerely,
******* ******
Manager, Call Center
**************************
********************************************************************************************
cc: Compliance Analyst at ***********************************************************************************************
Enclosure: (1)Customer Answer
Date: 05/16/2025
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:05/05/2025
Type:Product 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.
Date of transaction: 01/31/2025 the amount of money i paid them $666.00 They was supposed to provide insurance.They lied to me numerouse of times. I cancelled my policy within 24 hrs was told im getting a refund and they have not provided my refund.They HAVE NOT tried to resolve the issueBusiness Response
Date: 05/14/2025
Dear Ms. ********************* letter is in response to the complaint filed by Ms. ***** ******* regarding her First Acceptance Insurance Companys (****) personal automobile insurance policy premium refund.
On January 31, 2025, Ms. ****** completed an application for an automobile insurance policy with the independent agency, Acceptance Insurance. To issue the policy, the amount of $566.30 was posted to the policy account activating CSGA 472097. In the First Acceptance Insurance Company (****) application documents that were signed by Ms. ******* a Fee Disclosure page was included. The Fee Disclosure page lists a 10% surcharge that would be applied to the unearned total premium when a policy is cancelled at the insureds request within the first 30 days of the policy inception.
Ms. ****** made multiple calls to ********************* inquiring about her premium refund for cancelling her automobile policy. Subsequently, we received proof of replacement coverage with another carrier along with her request to cancel. The **** automobile policy for Ms. ****** was cancelled effective February 1, 2025. However, since the policy was cancelled within the first 30 days of the policy, this resulted in no refund on the policy.
On March 4, 2025, a Confirmation of Cancellation was sent to Ms. *********************** an act of goodwill and to reach a resolution, **** agreed to forego the 10% surcharge and (1) one day of coverage. On May 12, 2025, a refund in the amount of $554.00, was processed to **************** card (card ending #****).
Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to ***********************************************************************************************.
Sincerely,
******* *******
Underwriting Director
**************************
*********************************************************************************************
cc: Compliance Analyst at ***********************************************************************************************Customer Answer
Date: 05/21/2025
Complaint: 23287695
I am not rejecting this response , but i have further things to add.I was NOT aware of any 10% fee that was never mentioned, a representive that i spoke with at First acceptance literally told me that i would be getting my full refund,another represenitive after months of me trying to get my refund told me that they do not inform their customers of this so how would yall know? After she refused to let me speak to managment and hung up on me! (Keep in mind these calls are recorded) Also the agent i spoke with first ****** ******** lied to me and stated that First acceptance was cheaper than Progressive which Progressive was actually almost ***** cheaper than first acceptance! She also charged my card twice!! She told me my down payment was $666.30 i gave her my card number it said it went through and we ended the conversation, then she called back saying it didnt go through for the full amount it only went through for $566.30 so she charged my card agian for $99.00 i can provide my bank statment if needed. The fact is i was lied to in the beging to purchase a policy that wasnt benificial to me and i cant afford. Also i was told by several agents that i would be getting a refund several times (calls are recorded) so everyone should of been on the same accord. The way that i was talked to and treated by some of the represenitves was rude and uncalled for!
Sincerely,
***** ******Business Response
Date: 06/03/2025
This letter is in response to additional items to address in the follow-up complaint filed by Ms. ***** ******, regarding her First Acceptance Insurance Companys (****) personal automobile insurance policy premium refund.
The initial purchase of the **** policy issued to Ms. ****** on January 31, 2025, was managed between the insurance agent/agency, ****** ******** with Acceptance Insurance, and Ms.******. As an insurance carrier, **** included a fee disclosure page with the application documents. The applicable fees were disclosed by ****.
We apologize for any misinformation from a **** customer service representative concerning the expectation of a full refund of premium. If the representative did not review the policy account sufficiently to determine the policy had cancelled, at the insureds request, within the first thirty days, the expectation of a refund would have been correct.
**** cannot address the Progressive portion of the complaint and will need to defer back to the independent agency, Acceptance Insurance, to provide a response.
**** refunded premiums received from the insured as we addressed in our first BBB response. The additional charges mentioned in the complaint were charged and collected by Acceptance Insurance and not ****.
**** has been respectfully responsive by waving the 10% cancellation fee and by refunding the insurance premium as we addressed in the first response.
Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to *****************************************************.
Sincerely,
******* ******
Director, Legal Support Services
**************
***************************************************************************************************
cc: Compliance Analyst at *****************************************************
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