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Business Profile

Auto Insurance

First Acceptance Insurance Company

This 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

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    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 Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:05/01/2025

      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.
      Insurance company refuses to resend total loss claim payment after Ive informed her that the check has been fraudulently cashed by a business named **************** address is **************************************** I attempted to retrieve the check from ************ mail but I was confronted by a man telling me nobody works at the auto shop location the check was sent to. ******************** is using **************** address at the *** which is why the address is on the title first acceptance said its not their fault that the check was mailed to the wrong address and refuses to help me even though it was negligent on First acceptance insurance fault for not confirming where payment should be mailed. The claims adjuster **** ******* closed the claim because she said she did her part and to take it up with evolution motors I am devastated that Ive been treated this way after the insurance company totaled my car and now I wont ge receiving the money for it. I dont have a Lein on my car nor do I owe payments to ******************** I have never made a payment I bought the car cash on July ******* paid $4,500. Also I never received the title transfer evolution motors kept the title ever since the day I purchased the car and didnt transfer it to my name which is why the claim payment was sent to his business. I wasnt aware of the lein being put on the car until I got into the auto accident this year in march. Had I not got into the accident I wouldve never known evolution motors put a lein on my car. ********************************************** regards to this matter because I dont know what to do all I know is that I dont have a car nor do I have the money that was paid for the car to be totaled. ******************** new address is *********************************** but he doesnt want the *** to know.

      Business Response

      Date: 05/06/2025

      Dear Ms. ***** ********:

      This is in response to the complaint filed by Ms. **** *******

      This claim was reported to First Acceptance Insurance Company, Inc. (FAIC) on March 12, 2025. After the coverage and liability investigations were completed, the claim was transferred to the total loss department on March 13, 2025.

      On March 14, 2025, the total loss adjuster contacted Ms. ****** and reviewed the total loss settlement. She did not agree with the settlement and wanted to pick her car up from FAICs storage free facility, Copart.The total loss adjuster emailed Ms. ****** the total loss settlement and breakdown. Ms. ****** stated that she would review the and call back with her decision. The adjuster notified Copart that Ms. ****** was coming to obtain her vehicle.

      On March 17, 2025, the total loss adjuster contacted Ms. ****** and went over the owner retain amount in the event she wanted to keep her vehicle. Ms. ****** advised on that day that she wanted to keep her vehicle. The adjuster advised it would be a parts only title due to Florida laws.

      Later that day, Ms. ****** called back upset and said that the total loss adjuster did not explain the parts only title. The total loss adjuster advised that the parts only title was explained in ********** *****s was also unhappy that Title Express contacted her lienholder regarding the vehicle being deemed a total loss. The total loss adjuster advised that if a lienholder is listed on title, Title Express must contact them to advise of the total loss, and to request the paperwork required to process the vehicle title through the state.

      On March 18, 2025, the total loss adjuster contacted the lienholder, ****************, to review the settlement for both owner vehicle retention, and FAIC vehicle retention. The lienholder advised that the settlement needed to be handled with FAIC retaining the vehicle. The lienholder also advised that they could handle it as a paper repossession if Ms. ****** did not cooperate with the claim. The lienholder gave permission for the vehicle to be picked up by *******

      On March 24, 2025, the total loss adjuster received the Ok to Pay the lienholder from Title Express. The lienholder submitted all their paperwork for the claim to be paid. The check was requested and sent to the lienholder at the address listed on the title. The Letter of Guarantee did not list an updated address for the lienholder.

      The total loss adjuster also contacted Ms. ****** on March 24, 2025, to advise that the check was being requested and would be sent to her lienholder in the amount of $3,613.80.

      On March 25, 2025, a stop payment was requested on the check due to Copart not having the keys to the vehicle. The total loss adjuster contacted the lienholder to advise that the keys to the vehicle were required. A representative from **************** stated that they would get the keys and provide them to *******

      On March 27, 2025, the total loss adjuster was contacted by Copart advising they had possession of the keys, and it was ok to reissue the payment. A check was requested again on March 27, 2025, to ********************* for the **** ****** account.

      On April 7, the total loss adjuster returned ********* call and advised that FAIC remitted the full settlement to the lienholder due to the remaining lien balance. The total loss adjuster also sent Ms. ***** a copy of the Letter of Guarantee with settlement amount and a copy of the proof of payment.

      On April 14, 2025, Ms. ****** contacted the total loss adjuster to advise that payment had not been received. The total loss adjuster advised that the check was mailed on March 28, 2025.

      On April 22, 2025, the total loss adjuster received emails from Ms. ****** stating that payment had not been received. A copy of the proof of payment and a copy of the title was sent to Ms. *******

      April 23, 2025, **** received confirmation that the payment to the lienholder had been cashed.

      On April 24, 2025, the lienholder contacted the total loss adjuster and stated that the payment had been sent to the wrong address. The total loss adjuster advised that payment was issued to the lienholder address listed on the title, and they did not provide an updated address on the Letter of Guarantee. The total loss adjuster also advised that the payment had been cashed.

      On April 30, 2025, Ms. ****** sent multiple emails stating that FAIC sent the check to the wrong address and someone else cashed the checks. The total loss adjuster then suggested the lienholder contact the police since someone fraudulently cashed the check to collect their funds.

      On May 2, 2025, the total loss adjuster discussed the claim with the team lead and the total loss supervisor. The total loss adjuster was advised to contact the lienholder and obtain new Letter of Guarantee with their correct address. The adjuster was advised that **** will then issue a check to the lienholder for the full amount. **** will work with the bank to recover the funds cashed by the wrong business.

      The adjuster received an updated Letter of Guarantee from the lienholder on May 2, 2025, and the new  check was requested on May 2, 2025.

      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,

      ******* ****
      Regional Claims Director
      **************************
      ******************************************************************************************


      cc:Compliance Analyst at *****************************************************


      Enclosures: 5
    • Initial Complaint

      Date:04/30/2025

      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 to reopen a claim originally filed in April 2023 due to vandalism. Since then, the engine light has consistently turned on, and after consulting multiple mechanics, I was told the issue is related to the theft from that incident. I contacted the insurance company, reopened the claim, and completed all the steps they requested via email.Its been nearly a month, and I still havent received any updates. Ive been calling daily for a follow-up, but I keep getting transferred with no real assistance. I was told to speak with *****, the previous adjuster, but she is no longer with the company. Ive also tried to reach ******, the claims department supervisor, but she never answers or returns my calls, despite the voicemails Ive left.Meanwhile, Im unable to drive my car because the engine light prevents me from passing the smog check. The company refuses to cover a rental, and at this point, I feel completely left in the dark

      Business Response

      Date: 05/07/2025

      Dear Ms. ********************* is in response to the complaint filed by Tatiane ****** ******.

      The claim was reported to First Acceptance Insurance Company, Inc. (FAIC) on April 24, 2023, by Tatiane ****** ******. The coverage and liability investigations were completed on April 25, 2023. Coverage was cleared and liability was marked not at-fault due to the damage caused by vandalism.

      The initial estimate was written for $2,279.84 and payment was issued to Tatiane ****** ****** on April 26, 2023. Ms. ****** contacted the claims department to advise she had moved and requested the payment to be stopped then reissued to her new address. The payment was reissued on May ******. The body shop submitted a supplement estimate which was reviewed for approval on May 14, 2023.  The payment in the amount of $2,529.99 was issued to the body shop on May 15, 2023.

      The claim was reopened due to the shop and Ms.****** ******* request on April 7, 2025.

      On April 8, 2025, FAICs appraisal support group received a call from Ms. ****** stating her check engine light is on and she needs something to be done.  Ms. ****** was advised that her body shop will need to submit their supplement, and she was provided with the phone number and email for supplements.  FAIC received a call from the body shop asking if their estimate had been received. The shop was advised that **** had received the supplemental estimate, however the vehicle will need to be at the shop as photographs were needed to support their estimate. 

      On April 9, 2025, the supplement request was submitted through FAICs appraisal group.

      On April 10, 2025, Ms. ****** called to get a status update, and she was informed that the supplement was still under review.  FAIC received an update from the independent appraiser advising that the vehicle was not at the shop, so the assignment was put on hold. 

      On April 11, 2025, Ms. ****** called for a status update,and was advised that her vehicle needs to be at her body shop so the appraiser could inspect the vehicle.  Ms. ****** stated that her vehicle was at the shop. ***** appraisal support group notified the independent appraisal company that the vehicle was now available for inspection at the body shop.

      On April 15, 2025, Ms. ****** called for a status update. She was advised that the supplement was still under review and that **** would request a status from the independent appraiser.  Ms. ****** called back about the supplement,and she was transferred to the independent appraisal company directly.

      On April 17, 2025, the body shop called and stated that they are going through the supplement.

      On April 25, 2025, Ms. ****** called to get a status update on the supplement.  A notice was sent to the appraisal department manager as there were no updates from the independent appraiser. 

      On May 1, 2025, the body shop spoke with a supervisor to inquire about the status of the supplement.  The body shop was informed that FAIC was going to reach out to the manager to get an update. 

      On May 2, 2025, a request was made to contact Ms.************* The assigned adjuster acknowledged the request but was waiting until after 8:00 am PST to make contact with Ms. ************* The supplement was reviewed internally by our appraisal group and it was determined the damages are not related to the April 24, 2023, loss.  The supplement was declined and no further payments issued.  The body shop called to get a status, and were informed that the supplement was declined as the damage is not related to the loss from two (2) years prior. 

      On May 6, 2025, Ms. ****** called and was informed that the supplement was declined as the damages are not related to the loss.

      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,

      ******* ****
      Senior Director, Property Damage
      **************************
      ******************************************************************************************


      cc:Compliance Analyst at *****************************************************


      Enclosures:   8
    • Initial Complaint

      Date:04/24/2025

      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.
      3/26/2025 I was in a accident with my son's vehicle that I'm insured to drive with a insured person who has First Acceptance Insurance. This claim is still in progress five weeks later. I have been dealing with a claim adjuster by the name of ******** who advised me that the car would be picked up from the storage lot a few days after speaking to her back on 3/27/25. I emailed her the towing business card on 3/27/25 and was advised that coparts would reachout in next 2 days no contact from no one. I reached out again 3/31/25 via email to see why I haven't had no reponse. I called Terrisha on 4/1/25 she asked for address for location of vehicle. I then called back into speak about the rental agreement on 4/1/25 and was advised that her supervisor advised her they will not be responsible for getting the vehicle out the storage lot. First Acceptance Insurance allowed the fees to accure. I spoke to ********* who advised me someone would be to get the vehicle to get my personal belongings out of the car and not to pay the lot anything First Acceptance would handle fees. A copart representative reach out the week of 4/7/25 advising that they will not be getting the car out of the lot because the fees are more then what the persons policy pays out to send him pictures of the vehicle soo he can get a estimate on the damages via pictures. It is now five weeks the claim has not been settled. The car is still on this lot. First Acceptance Insurance is trying to put the car as a total loss. No one has been out to see the vehicle and now the are trying to make both myself and my son forfeit our rights by signing and notarizing a property damage release stating if they pay us the full policy amount we will not be able to sue them for future matters. Meanwhile we have not been reimbursed for rental fees which they have the receipts for and the lot has not been paid for storage fees.

      Business Response

      Date: 05/01/2025

      Dear Ms. ********************* is in response to the complaint filed by ******* ******

      This claim was reported to First Acceptance Insurance Company, Inc. (FAIC) on March 26, 2025.

      The property damage adjuster obtained Ms. ****** recorded statement on March 27, 2025. During this conversation, Ms. ***** advised that her vehicle was located at N&M Towing. A duty to mitigate damages letter was sent the same day.

      The property damage adjuster also spoke with ********* insurance company, National General, on March 27, 2025. The adjuster advised that the coverage and liability investigations were still pending. The adjuster advised National General that Ms. ****** vehicle was in a tow yard and that she was paying out-of-pocket for a rental. **************** was also advised that there was likely a policy limits issue as the **** policy only carries $5,000 in property damage limits.  

      On March 28, 2025, the property damage adjuster contacted Ms. ***** and advised her that she needed to have her vehicle moved to a place where there were no storage charges. Ms. ***** was advised that **** could not move her vehicle until the coverage and liability investigations were completed. Ms. ***** stated that she doesnt have a home where she can move the vehicle. The property damage adjuster advised her that she has to mitigate her damage. Ms. ***** stated that she would get an attorney.

      On April 1, 2025, coverage was cleared, and liability was accepted. The personal injury adjuster attempted to contact ******** but had to leave a message. Ms. ***** returned the personal injury adjusters call the next day. During their conversation the adjuster advised that they would submit a request to the property damage adjuster to move Ms. ****** vehicle and begin the appraisal process. Ms. ***** was advised to allow one to two days for vehicle pickup and another one to two days for the appraisal to be completed. The adjuster explained that the **** policy only carried $5,000 in policy limits, which includes rental.

      On April 11, 2025, the property damage adjuster spoke with Ms. ***** and confirmed that her vehicle was still in the tow yard.The property damage adjuster stated that she will attempt to assign Copart. She also confirmed the towing facility address to contact them about storage and towing charges due to policy limits.


      On April 14, 2025, the property damage adjuster talked with Ms. ***** and advised her that they were trying to contact the tow yard for the storage fees due to limits. Ms. ***** advised that the storage was over $5,000. The property damage adjuster advised that the vehicle would not be able to be picked up as FAIC only carries $5,000 in property damage limits. The property damage adjuster reminded her again that they had advised her to move the vehicle to stop the storage charges. Ms. ***** then stated that she would talk to the bodily injury adjuster.

      On April 14, 2025, Ms. ***** provided photos of the damage to her vehicle to the Appraiser Supervisor. The appraiser supervisor noted the file that FAIC would not pick up the vehicle as the storage charges exceed the $5,000 policy limits. They also noted that Ms. ***** failed to mitigate her damage.

      An appraisal of Ms. ****** vehicle damage was completed on April 16, 2025. The appraiser noted that there was moderate damage to the left front corner of the vehicle. It was determined that the vehicle damages exceeded the policy limits of $5,000, even without the storage charges. It was suggested that Ms. ***** file a claim through her own carrier, *****************

      On April 16, 2025, the property damage adjuster contacted Ms. ***** to advise that FAIC would not be picking her vehicle up due to policy limits. The property damage adjuster advised that they would be mailing and emailing the property damage release to be signed and returned. ******** agreed to have it signed and notarized prior to returning it to **** for payment.

      The appraiser noted that the *** actual cash value came in very low because Ms. ****** vehicle had a branded title. However, the storage fees, rental fees, and the total loss settlement would still exceed the $5,000 policy limits.

      The property damage adjuster advised that the claim would be transferred to the total loss department on April 17, 2025. The Appraiser Supervisor stated that we would not deduct a salvage value from the total loss settlement. Copart assignment was cancelled.

      The total loss adjuster completed the settlement breakdown on April 22, 2025. The settlement amount for Ms. ****** vehicle is $1,595.83, with Ms. ***** retaining her vehicle due to the storage charges exceeding the policy limits.

      On April 22, 2025, the total loss adjuster attempted to contact Ms. ***** to review the settlement but was unable to make contact. The adjuster left a voicemail with claim information and return contact information. A settlement breakdown and the total loss confirmation letter was mailed and emailed to Ms. ******

      On April 30, 2025, the total loss adjuster spoke to Ms. ***** regarding the total loss settlement. The total loss adjuster explained the total loss paperwork and the *** evaluation. The total loss adjuster advised that due to the high storage fees, FAIC could not pick up the vehicle and that the property damage must be settled as an owner retain. ******** advised that she wanted time to review the documents and would call back.

      At this time, FAIC is pending a return call from ********, as well as a copy of her rental receipts.

      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,

      ******* Cole 
      Regional Claims Director
      **************************
      ******************************************************************************************


      cc:Compliance Analyst at *****************************************************


      Enclosures: 3


    • Initial Complaint

      Date:04/24/2025

      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.
      Complaint Regarding Unfair Claims Settlement First Acceptance Insurance Company To Whom It May Concern,I am submitting this complaint regarding my recent experience with First Acceptance Insurance Company. The handling of my claim has been extremely frustrating, and I believe I was not treated fairly throughout the process.From the beginning, I received conflicting information from different representatives. The assigned adjuster, ***** ******, initially informed me that my vehicle was repairable and estimated the repair cost at around $1,000. However, I had difficulty finding a body shop willing to work with First Acceptance. Several shops refused due to the companys poor reputation and its unwillingness to pay standard ******** obtain a repair quote, I had to act as a private-pay customer and exclude the insurer. After submitting the quote, First Acceptance declared my vehicle a total loss.The company then offered me a settlement of $3,800well below the actual market value by $3,000 to $4,000. They claimed to base this offer on comparable vehicles, but they relied on dealer ads instead of official quotes. I contacted the dealerships listed in their valuation and obtained written quotes. Those vehicles were priced at about $7,400 each and both had more miles or were in worse condition than my Prius.This is especially troubling since the ****** Prius is known to retain or even appreciate in value. The settlement I received does not reflect this reality.While I understand First Acceptance is considered a non-standard insurer, all policyholders deserve fair treatment and claim settlements that reflect true market value. I respectfully ask the Better Business Bureau to review this matter and encourage the company to re-evaluate my claim.Thank you for your attention.Sincerely,****** ******

      Business Response

      Date: 05/01/2025

      Dear Ms. ********************* is in response to the complaint filed by Mr. ****** ******.

      This claim was reported to First Acceptance Insurance Company, Inc. (FAIC) on March 26, 2025.  After the coverage and liability investigations were completed, the claim was transferred to the total loss department on April 10, 2025.

      The total loss adjuster followed up with Mr. ****** on April 17, 2025, to provide the total loss settlement and explain the total loss process.  Mr. ****** did not agree to the total loss settlement.  The total loss adjuster explained FAIC owes for the actual cash value of the vehicle when a vehicle is deemed a total loss.  The total loss adjuster explained FAIC does not owe for retail or dealership prices.  The total loss adjuster advised that ********* could send in additional supports he would like to be considered, but **** cannot guarantee an increase.

      On April 18, 2025, Mr. ****** provided additional supports, and they were submitted for review. On April 22, 2025, the total loss adjuster followed up with Mr.******* attorney to provide the revised total loss settlement.  On April 25, 2025, the total loss adjuster followed up with Mr. ******* attorney to follow up on Mr. ******* decision,but had to leave a message.

      We regret that Mr. ****** experienced frustration with their 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 *****************************************************


      Enclosures: 8

      Customer Answer

      Date: 05/01/2025

       
      Complaint: 23246383

      Thank you for the response from First Acceptance Insurance Company. Unfortunately, I remain dissatisfied with the outcome and the valuation process used to determine my total loss settlement.

      While I appreciate the adjusters communication, my concern lies with the methodology used to determine the actual cash value. The company states that it does not use retail or dealership priceshowever, in practice, these are the prices a consumer must pay to replace a vehicle. The valuation provided does not reflect actual market conditions or realistic replacement costs.

      I submitted written quotes from the same dealerships referenced in the companys comparables. Those quotes indicated vehicle values closer to $7,400nearly double the $3,800 settlement offered. Additionally, the comparable vehicles had more mileage or were in worse condition than my ****** Prius, which historically holds or even gains value better than many other models.

      I am not seeking anything unreasonableonly a settlement that fairly reflects the true replacement cost of my vehicle in todays market. I respectfully maintain that the valuation provided by First Acceptance does not meet this standard.

      Thank you for your continued attention to this matter.

      Sincerely,

      ****** ******

      Business Response

      Date: 05/13/2025

      Dear Ms. ********************* is in response to the follow-up to the complaint filed by *** ****** ******.

      As stated in the previous response, the additional supports provided by *** ****** were submitted and reviewed. The review confirmed the comparable vehicles provided were based off dealership, retail, and replacement value, and there was no additional value added to the actual cash value. However, the invoices submitted by *** ****** did increase the settlement. The total loss adjuster contacted *** ******* attorney and reviewed the vehicle valuation, as well as the revised total loss settlement on April 22, 2025.

      On April 25, 2025, and May 6, 2025, the total loss adjuster followed up with ********** attorney to confirm if *** ****** made a decision regarding the settlement offer but had to leave a message. If *** ****** would like to submit additional comparable vehicles for review, he can, and they will be reviewed like the others. However, **** cannot guarantee there will be an increase.

      The methodology used to determine the actual cash value can be found on page 3 of the evaluation provided to *** ****** and attached hereto. 

      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 *****************************************************

      Enclosures: 1
    • Initial Complaint

      Date:04/22/2025

      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.
      To Whom It May Concern,Im filing a complaint against First Acceptance Insurance due to negligence and poor handling of my policy. On February 27, 2025, I purchased insurance through a referral from Gils Auto Sales in ********, **. I requested uninsured motorist coverage, but later discovered it wasnt included. I was told I had full coverage and paid $500. My name and birthdate were also entered incorrectly, which shouldve invalidated the policy.On April 8, I was forced off the road by a reckless driver. I filed a police report and contacted First Acceptance immediately. My vehicle later showed serious hidden damage. I didnt hear from an adjuster until 11 days later, after my loan company reached out.*******, the **** told me my bodily injuries wouldnt be covered and that my damages may be covered, but Id have to wait for the adjuster. She also told me I would have to pay upfront for a rental car and submit for reimbursement. I was also told I would need to pay for the towing out of pocket because my policy doesnt cover that. After trying to correct my policy, they removed collision and comprehensive coverage and wanted me to pay another down payment.I am a disabled veteran and a single mother. This situation has caused financial hardship and delays that have affected my work, health, and housing. Ive already lost my job due to lack of transportation, and now Im facing eviction.I am filing this complaint with the BBB, GA ***** of Insurance, and other agencies.Sincerely,***** ***** ****** ************ ******************** ?First Acceptance Insurance P.O. *************************** Phone: **************

      Business Response

      Date: 04/29/2025

      Dear Ms. ********************* is in response to the complaint filed by ***** ******.

      On February ******** the First Acceptance Insurance Company of Georgia (****) received a personal automobile insurance application submitted electronically by the independent agency, Acceptance Insurance. The required down payment was posted to the policy account, activating policy CSGA 473883.  The policy coverage was issued as submitted by the application with liability, comprehensive,collision and rental reimbursement.

      The policy is noted that on April 11, 2025, the named insured called **** customer service to verify the coverages on the policy and to correct the named insureds date of birth.

      On *************** a representative from the Acceptance Insurance agency processed a change to the policy adding uninsured motorists coverage.  During this process, the liability,comprehensive, collision and rental coverage was removed. 

      **** contacted the independent agent to make them aware of the filed complaint and the removal of coverages.  To protect the insured, on April 25, 2025, **** processed an endorsement adding the liability, comprehensive, collision and rental coverage to the policy. 

      We would suggest Ms. ****** contact Acceptance Insurance directly to inquire if there are additional ancillary products that may have been purchased separately from the **** personal auto policy.

      Addressing the claim portion of the complaint, the loss was reported to **** on April 10, 2025, and was assigned to ******* ******* and ******* ******* to complete the investigation.

      On April 11, 2025, we spoke with ***** ****** and obtained a statement from her concerning the details of the accident. A photo inspection was scheduled to be completed for the damage to the insured vehicle. Ms. ****** was advised of her coverage and that she would be at fault for the accident.

      The **** appraisal department received photos of the damage to Ms. ************* on April ******** and based off the photos, the damage to the vehicle would be less than the $500.00 collision deductible. We also spoke to Ms. **************** to advised that at this time, the damage was less than the $500.deductible.

      On April 18, 2025, we spoke to Ms. ******* and she advised that she would be taking her vehicle to a shop for the repairs.

      On April 21, 2025, we spoke with Ms. ****** to advise that we ordered the police report, but we have not received the report.  Ms. ****** said she had questions concerning her auto policy, so it was suggested that she contact the **** customer service team for assistance.

      On April 24, 2025, **** received an email from Ms. ****** requesting the claim file be closed.

      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,

      ******* Nelson       
      Director, Legal Support Services
      **************
      ***************************************************************************************************

      cc:Compliance Analyst at *****************************************************
    • Initial Complaint

      Date:04/18/2025

      Type:Product 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.
      They kept me on the phone and refused to update my policy with someone else added to the policy and refused to refund me

      Business Response

      Date: 04/21/2025

      Dear Ms. ****************************************** acknowledges receipt of the complaint by ****** ******. Unfortunately, we have been unsuccessful in our attempts to identify an active policy or claim with the information provided.


      Please provide either the policy number or claim number for the matter referenced in the complaint so that we can investigate further.


      Thank you

    • Initial Complaint

      Date:04/18/2025

      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.
      They took money from my account and claim they see no payment on there end I told them I will send them the screenshots for my bank they do not take screenshots so I'm waiting for my printout however they do not want to mail me and want to cancel my auto insurance after taking money out of my account when I am not on auto pay

      Business Response

      Date: 04/22/2025

      This is in response to the complaint filed by ****** ******

      On March 21, 2025, First Acceptance Insurance Company (FAIC) received a personal automobile application submitted electronically by the independent producer,Acceptance Insurance, on behalf of Ms. *************** required down payment of $102.56 was posted to the policy account,activating policy NRCA 53967.

      On April 21, 2025, I spoke directly with Ms. ****** ***** regarding her BBB complaint concerning her First Acceptance auto policy. I acknowledged receipt of her concerns and informed her that I was actively reviewing the matter,including the two screenshots she submitted with her complaint.

      As part of the BBB investigation, we contacted the Acceptance Insurance office and spoke with the producer who has assisted Ms. ****** The producer confirmed that payment arrangements had been discussed with Ms. ***** at the time of her **** policy issuance. Specifically, her total due was $357.56, which included the $102.56 down payment paid to FAIC, and a $255.00 broker fee paid to the ************************* provide Ms. ***** with more time, the broker fee was divided into two installments.The insured and the producer agreed to set up an automatic draft for the remaining broker fee balance.

      Following this conversation, I contacted Ms. ***** to discuss the information the producer had shared when her policy was written. During the discussion, ******** acknowledged that this arrangement was correct and that she had agreed with the producer.

      Ms. ****** next FAIC payment was due April 8, 2025, in the amount of $87.02. This payment was not received, and the policy was cancelled effective April 21, 2025.  I explained to Ms. ***** that her policy is currently lapsed and to reinstate coverage, the payment of $87.02 is required.  Ms. ***** stated that she had removed funds from her bank account but planned to make a deposit. I provided her with the **** call centers hours of operation and advised that she can either call back to make her payment or go online to make the payment and complete the required Statement of No Loss.

      To clarify the transaction records, the $255.00 was a broker fee, it was collected by independent producer Acceptance Insurance. First Acceptance Insurance only received the required down payment of $102.56.   If ******** would like additional details related to the broker fee, she will need to contact Acceptance Insurance directly for that information.

      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,
      ******* A. ******
      Call Center Manager
      **************************
      ********************************************************************************************

      cc:Compliance Analyst at *****************************************************
    • Initial Complaint

      Date:04/08/2025

      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.
      Auto accident

      Business Response

      Date: 04/15/2025

      Dear Mr. ***** ********:

      This is in response to the complaint filed by ****** ******.

      On March 20, 2025, ****** ****** reported a claim to First Acceptance Insurance Company, Inc. (FAIC) involving Chelsea *** and a *************************** *******, **. Mr. ****** reported that his 2015 Kia ****** was rear ended during this loss. The claim was reported under ****** ****** FAIC policy. Chelsea *** is not a listed driver under ****** ****** policy. The 2008 **** Crown ******** was deleted from ****** ****** policy,FBAL 7578, on March 3, 2025.

      Initial contact attempts on March 21, 2025, to ****** *****, and Chelsea *** were unsuccessful.

      On March 25, the assigned adjuster spoke with Mr. ****** regarding the claim status. The adjuster apologized for the delayed contact and explained that they did not want to call prior to confirming the liability decision. The adjuster explained that Chelsea *** was not listed on ****** ****** policy at the time of this loss, and that Mr. ****** policy excludes coverage for any claim involving an unlisted driver. The adjuster advised ********* that, due to the exclusion, coverage for this claim would be denied, and no damages would be paid under this policy.

      On March 28, 2025, ****** ***** contacted **** regarding the reported claim. Mr. ***** advised that the 2008 **** Crown ******** was sold prior to the date of loss. The adjuster confirmed the 2008 **** Crown ******** was deleted from policy FBAL 7578 on March 3, 2025, eleven days prior to the date of loss.

      On April 11, 2025, the manager spoke to Mr. ****** to discuss the claim and confirm the facts of loss. Mr. ****** again confirmed the initial reported facts of loss. Mr. ****** was advised that the coverage for this loss would be denied, as neither the 2008 **** Crown ********, nor the driver, Chelsea *** was listed on Mr. ****** policy with First Acceptance Insurance. It was advised that the claim was denied and denial letters had been sent.

      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,

      ******* *****
      Property Damage Director
      **************************
      ********************************************************************************************


      cc:Compliance Analyst at *****************************************************

      Enclosures:1



    • Initial Complaint

      Date:04/04/2025

      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.
      ***** ******* is rude, racist and incompetent. She spoke to me like i was less than an animal during my auto claim process because of her i have cancelled all my services with first acceptance and will tell all my family and friends to do the same! She should be fired!

      Business Response

      Date: 04/07/2025

      Dear Ms. ****************************************** acknowledges receipt of the complaint by ***** *. Unfortunately, we have been unsuccessful in our attempts to identify an active policy or claim with the information provided.

      Please provide either the policy number or claim number for the matter referenced in the complaint so that we can investigate further.


      Thank you

    • Initial Complaint

      Date:04/04/2025

      Type:Product 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.
      Since this seems to be the only way to get a response I am reaching out regarding a claim that was denied by your company due to "insufficient information." In the denial letter, I was provided with an email address and a phone number for follow-up. I have since emailed that address and left a voicemail for ********, but unfortunately, I have not received a response to either.This lack of communication has been extremely frustrating, especially given that the other driver involved has denied responsibility. Despite that, it has been nearly five months since the incident, and I am still unable to get my car repaired because no one is following up with us.Previously, after filing a complaint, I did receive a call from a supervisor, and then someone attempted to call me backunfortunately, I was driving at the time and missed the call. I did speak with ******** later, who was very kind and empathetic. She informed me that the claim could be reopened if my son (who was driving my vehicle at the time of the accident) provided a statement. He has since called and left two voicemails with no response. I have also provided his phone number in both voicemail and email ***************** this point, it is becoming unreasonable that we cannot get in contact with anyone at your company. Please have someone contact my son as soon as possible to provide his statement so we can move forward with getting my vehicle repaired.I appreciate Garnetta's professionalism, but the lack of follow-through from your team is unacceptable

      Business Response

      Date: 04/16/2025

      Dear Ms. ********************* is in response to the complaint filed by ** *******.

      This claim was reported to First Acceptance Insurance Company, Inc. (FAIC) on November 7, 2024, by complainant, ** **********. Blanton reported that she was rear-ended by our insured, ****** ******.

      On November 11, 2024, a contact request letter was sent to Mr. ****** as his statement was needed for the liability investigation.

      On November 13, 2024, Ms. ******* contacted **** to obtain claim status. She was advised that the damage estimate was complete, but the liability investigation was ongoing.

      Follow-up contact request letters were sent to ********* on November 26, 2024, and December 1, 2024. A lack of cooperation letter was sent to Mr. ****** on December 18, 2024, as the adjuster had received no response from him. 

      On January 13, 2025, the adjuster contacted ********* and obtained his recorded statement. Mr. ****** advised he was not involved in an accident for the claim presented. The adjuster requested ********* provide photos of his vehicle for review.

      On January 28, 2025, the supervisor attempted to contact Ms. ******* to advise that the adjuster would be calling her to take her recorded statement. The adjuster attempted to reach Ms. ******* the same day and left a voicemail.

      On January 29, 2025, Mr. ****** provided photos of his vehicle showing no visible damage. The adjuster sent a liability denial letter to Ms. ****************** March 7, 2025, a manager attempted to contact ********** to discuss a complaint regarding liability. The manager left a voicemail for Ms. ************** The adjuster also attempted contact but had to leave a voicemail. Ms. ******* called back and spoke to a manager. Ms. ******* advised that her son was driving the vehicle at the time of loss, and that no police report was filed. Ms. ******* stated she would contact her carrier for assistance. Ms. ******* also advised that there may be video, and that she would follow-up. The manager requested that her son contact **** to provide his recorded statement.

      On April 8, 2025, a manager attempted contact with Ms. ******* to obtain her sons phone number, as well as to ask if they have any evidence that shows an accident occurred and that our insured was at fault. 

      Currently, **** has denied liability as no proof of occurrence has been received. If new evidence is received, **** will continue the liability investigation at that time. 

      We regret that Ms. ******* 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,

      ******* L. *****
      Director, Property Damage
      **************************
      ********************************************************************************************


      cc:Compliance Analyst at *****************************************************


      Enclosures: 2

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