Complaints

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

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  First Acceptance Insurance Company

  3813 Green Hills Village Dr Nashville, TN 37215-2610

• 

  First Acceptance Insurance Company

  605 Carriage House Dr Ste Q Jackson, TN 38305

• 

  First Acceptance Insurance Company

  4338 Broadway Knoxville, TN 37917

• 

  First Acceptance Insurance Company

  2477 Cobb Pkwy SE Smyrna, GA 30080-3000

• 

  First Acceptance Insurance

  4179 Hwy. 278 N.W., Suite A Social Circle, GA 30025

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/03/2025

  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.

  On 2/19/25, my car was hit in the Frys parking lot by an insured of first acceptance insurance. I created the claim the same day. I had to call a few days later in order to get the adjuster to actually call me. On 2/26, I received a call from the adjuster. I told her what happened and emailed all the documents she requested that day. I heard nothing from them for a month. I again called them and received a phone call back on 3/26. She proceeds to ask me about sending the documents to her. I told her all the documents were sent on 2/26. She finds them and tells me they had been mislabeled by mistake. She said they have not been able to reach their insured despite all their attempts in the past month. I proceeded to tell her the day of the collision we had an officer come out and do a collision exchange report that's she has a copy of. In this document, the officer states the other driver admits to not looking before reversing into my car. She said she would speak to her supervisor and call me back. I again called them after a week and received a phone call back on 4/3. The adjuster proceeds to tell me they are denying the claim because the driver is not the person insured his father is along with the vehicle he hit us in. I now have to go through my own insurance and risk possible rates raising to get my car fixed when someone else is at fault. This company has managed to worm it's way out of paying for damages that they know their insured is responsible for. Does PERMISSIVE use not apply in this situation?? His father giving him PERMISSION to use the truck that is covered under this insurance company.

  Customer Answer

  Date: 04/04/2025

  My claim number from First acceptance insurance is 0022500614. 

  Business Response

  Date: 04/10/2025

  Dear ***** ********:
  
  This is in response to the complaint filed by Ms. ******* ******* regarding claim **********, with a loss date of February 19, 2025. This claim was reported to First Acceptance Insurance Company, *** (FACI) on February *******. Ms. ******* reported that the driver of our insureds vehicle backed into her vehicle.
  
  The claim was assigned to an adjuster after business hours on February 19, 2025. Upon their return to the office on February *******, the adjuster attempted to contact Mr. ********* Mr. ******** did not answer,and his voicemail box was not set up. On the same day, the adjuster spoke with Mr. ****** and obtained his recorded statement.
  
  On March 1, 2025, the adjuster attempted to contact Mr. ******** again, but there was no answer and voicemail set up.
  
  On March 25, 2025, the adjuster attempted to contact Mr. ******** again. The phone was answered but they disconnected the line when the adjuster attempted to obtain information to verify who they were speaking with.
  
  On March 26, 2025, management reviewed and confirmed that there was an excluded driver operating the insured vehicle at the time of loss. The supervisor requested the signed excluded driver endorsement from the underwriter. The requested signed endorsement was received on March 31, 2025,and added to the file.
  
  On April 1, 2025, the adjuster sent denial letters to all parties.
  
  On April 3, 2025, Ms. ******* called the adjuster regarding the claim. Ms. ******* was advised that coverage had been denied, and a denial letter had been mailed. Per Ms. ******** request, a copy of the denial was emailed to Mr. ****** at this time.
  
  We regret that Ms. ******* has 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: 3
  

• Initial Complaint

  Date:04/03/2025

  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.

  And insured for this company hit my parked car. The representatives for this company ***** * ******** gave me the run around about why the claim was taking so long, only to find out the insured policy won't cover the accident. I asked Akexa for this in writing when she called me, and she said she sent it. I Still don't have it and will need that letter for my case agthe insured. The lack of service I received is a Regflag, the company is a zero!

  Business Response

  Date: 04/10/2025

  Dear Ms. ********************* is in response to the complaint filed by ******* Johnson           .          
  
  This claim was filed with First Acceptance Insurance Company, Inc. (FAIC) on Friday, March 28, 2025, by ******* ******* as a side swipe collision. 
  
  On Monday, March 31, 2025, the adjuster Ms. ******** recorded statement, sent her FAICs appraisal application, and explained the claims investigation process. The adjuster also took a statement from our named insured, ***** *****, and identified a coverage issue related to her non-owners policy.
  
  On April 1, 2025, Ms. ******* was advised that the claim was being reviewed for a potential coverage denial. Ms. ******* requested a denial letter be sent the same day, but the adjuster advised that the claim was still being reviewed so they could not provide a letter yet.
  
  On April 2, 2025, at 8:21 a.m. the adjuster advised Ms. ******* that the denial was pending supervisor review but that they should have a response by the end of the day. Ms. ******* called at 2:10 p.m. and spoke to the supervisor. The supervisor confirmed that the denial was still under investigation as **** needed to obtain some specific information from Ms. ******
  
  Later on April 2, 2025, it was determined that the claim would be denied due to policy exclusion. The adjuster called Ms. ******* and advised her of the claim denial. A copy of the denial letter was mailed and emailed to Ms. ******* on April 2, 2025. A second copy of the denial letter was emailed to Ms. ******* by the supervisor on April 3, 2025.
  
  We regret that Ms. ******* 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,
  
  **** T. ********
  Property Claims Director
  **************************
  **********************************************************************************************
  
  cc:Compliance Analyst at *****************************************************
  
  
  Enclosures: 1
  

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23154740
  
  I am rejecting this response because: ********* ****** called me on 4/3/25 and provided some details by phone and email on the owner of the car but not the driver of the car that hit and side swiped my parked vehicle. I emailed her back mentioning the missing information but I still need your insured drivers license number and address to pursue them in court as I have not received a response. I would really appreciate your assistance in this matter. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:04/02/2025

  Type:Sales and Advertising 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.

  On March 15, 2025, I was involved in an accident and I am currently insured by first acceptance insurance. They did the investigation and accepted liability by sending a check for the damages. The damages were based on the pictures and videos that I uploaded for them on the app that they provided The body shop determined that there are more damages to the vehicle that they need approval for. It is April 2 and they still have not approved the additional damages. The body shop has had my car for almost 3 weeks and theyre unable to start any repairs. The adjuster that was assigned to the claim was not returning any of my phone calls or emails finally, she answered one day and said I had a new Adjuster and gave me her information. She is now not returning any of my voicemails and I do not have an email address for her. The body shop has reached out to her as well as the company With no response. I have been in these situations before and the insurance approves it immediately so the body shop can continue with the repairs in a timely manner when I spoke with the adjuster that was originally assigned to the claim ****** ***** she told me that the request for additional damage Was in their system on Friday march 28 and it takes a few days for them to respond and approve the repairs tomorrow is Thursday, April 3 and the body shop has not received an approval. They only provide me about two weeks of rental reimbursement and the body shop has already had my car for almost 3 weeks. I am still waiting to be reimbursed for the tow where I had to tow my car from the accident to the body shop. I was told I was going to be reimbursed for that. Ive sent the first adjuster the receipt with no response. I need them to approve the additional damages so my car can be repaired and returned to me. I also need reimbursed for the tow in a timely manner.

  Business Response

  Date: 04/09/2025

  Dear Ms. ***** ********:
  
  This is in response to the complaint filed by ****** *****.
  
  This claim was reported to First Acceptance Insurance Company, Inc. (FAIC) on March 15, 2025.
  
  On March 17, 2025, the adjuster spoke to Ms. ***** and obtained a recorded statement concerning the details of the accident. The adjuster explained Ms. ****** coverage to her regarding rental limits and vehicle repairs. The adjuster also advised that **** was waiting for the police report.
  
  On March 20, 2025, the adjuster spoke to Ms. ***** and advised that and estimate had been completed for the damage to her vehicle,and that payment would be issued to her. The adjuster also explained the supplement process. A copy of the estimate was provided to Ms. ***** via email.Payment was issued to Ms. ***** on March 21, 2025, to begin repairs to her vehicle.
  
  On March 31, 2025, Ms. ***** contacted FAIC concerning her request for reimbursement for the towing charges incurred as a result of the accident.  Unfortunately, this request was not addressed by the adjuster at this time.
  
  On April 1, 2025, the claim was reassigned to a different adjuster to complete Ms. ****** claim.
  
  On April 4, 2025, Ms. ***** requested rental assistance and to follow up on the status of her previously submitted request for towing reimbursement. The new adjuster reviewed Ms. ****** rental policy and the rental reimbursement process. The adjuster also confirmed the towing invoice was in the file and that had been previously submitted to the prior adjuster. The adjuster advised that they would review and request payment for the towing charges.
  
  On April 3, 2025, FAIC received the first supplement from Ms. ****** body shop of choice. However, due to the amount of the supplement, additional supports were requested for review. The requested supports were received on April 7, 2025, and payment was remitted to Ms.****** body shop the same day. 
  
  
  The supervisor spoke to Ms. ***** on April 7, 2025,and advised that **** would be issuing payment for her towing reimbursement of $191.03 that same day. Ms. ***** was advised that she would receive a text alert requesting her how she would like the payment to be issued.
  
  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: 10
  
  

• Initial Complaint

  Date:03/28/2025

  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.

  They constantly set my cancellation date before my due date, I've called multiple times with no corrective actions on the part of the insurance company, last month they assured me that the cancellation date was wrong ,when the cancellation date arrived my policy lapsed so I contacted them the said they would waive the fee for reinstating the policy since it was an error on their behalf , the fee was never waived and now again this month my cancellation date is March 31st I payed already for March and my next payment isn't due until April 7th , so on the 31st my coverage will somehow lapse and I will be forced to pay a fee as if I am late

  Business Response

  Date: 04/07/2025

  This is in response to the complaint filed by *** ***** ******, regarding the status of his cancellation date on his automobile insurance.
  
  On April 19, 2023, *** ****** initiated his personal automobile insurance with the First Acceptance Insurance Company (FAIC). At the time of the application *** ****** selected his premium payment be the first Friday of each month.
  
  *** ****** FAIC ****** renewed on October 15, 2024, for the next six-month term. The October renewal billing, along with the November and December billing remained consistent.  When this matter was brought to our attention by *** ******, it was determined the problem began with the January 31, 2025, invoice,showing the inconsistency of the cancellation dates before the payment due dates.The remaining invoices reflected the same issue, and we deeply apologize for the confusion. For this reason, **** has waived the two $10.00 reinstatement fees applied to *** ****** account in error. There have been no changes made to ********* ****** account, and we will continue to research to identify and resolve what caused the inconsistency of the billing and cancellation dates. 
  
  On March 31, 2025, *** ****** contacted **************** and made his final payment for the current ****** term.  *** Kallass ****** will renew effective April 19, 2025, once payment is submitted.
  
  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 *****************************************************

• Initial Complaint

  Date:03/13/2025

  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.

  To Whom It May Concern,I am filing a formal complaint against First Acceptance Insurance Company regarding their handling of a claim related to an accident that was not my fault. On 10/15/23, I was involved in an accident where another vehicles tire flew off, struck the median, and then crashed into my windshield.Since initiating a claim with First Acceptance Insurance Company, I have experienced poor communication and unfair compensation decisions. Initially, I was in contact with their representatives, but they have since stopped answering my calls and have not responded to my emails. This lack of communication has made it difficult to resolve the claim properly.While they have finally issued payments to some of the individuals involved, the compensation amounts are inconsistent and seem arbitrary. I, the driver/owner of the vehicle and the front-seat passenger, who suffered a head injury, were each offered only $1,800. Meanwhile, one of the backseat passengers received over $4,000, and another child in the backseat is not receiving any compensation at all. There has been no clear explanation as to how these amounts were determined, and it does not appear to be a fair or reasonable distribution.I am requesting that First Acceptance Insurance Company provide a full and transparent breakdown of how they calculated these compensation amounts and reconsider their decision to ensure that all affected individuals are fairly compensated. I also ask that they resume communication with me in good faith so that we can reach a fair resolution.I appreciate the BBBs assistance in addressing this matter, as I believe First Acceptance Insurance Company is engaging in unfair claims handling practices. Please let me know if you need any additional information regarding my complaint. I had filed a previous complaint for losing ************ seems to be happening again. I dont understand how long this process is going to take.Claim: ********** Sincerely,**** *******

  Business Response

  Date: 03/21/2025

  Dear Mr. ********************* is in response to the complaint filed by **** *******.
  
  This loss was reported to First Acceptance Insurance Company, Inc. (FAIC) on November 2, 2023, by Geico. The adjuster confirmed through the claims investigation that there were injuries being claimed and explained what was needed to evaluate the injury claims. The adjuster obtained all medical records and bills for the injured parties after it was confirmed that they had completed treatment.
  
  According to the records we received, there was no indication of serious or permanent injury for any of the injured parties. The offer letter sent to Mr. ******* and the other injured parties did not provide a breakdown as to how the settlement figures were determined. Please allow the following to clarify:
  
  **** ******* reported to the ** on the date of loss (no records have been located or received which could impact our evaluation) then had one chiropractor visit two months after the loss. Known medical billing presented was $499.58, PIP paid $230.58 leaving $269 out of pocket. As the treatment was in line with *********** reported injury, an offer of $1,800 was made to settle his claim.
  
  All injuries claims were evaluated, and offers were extended based on the merits of each claim.
  
  If Mr. ******* or the other injured parties have other unpresented billing/records that would support an increased offer, FAIC would be happy to review them to see if or how they might impact our evaluations. All parties appear to have access to ******** PIP coverage which pays at or near 100%, so it would appear that the calculated out of pocket are accurate.
  
  On March 19, 2025, the adjuster had a conversation with Mr. ******* to discuss the settlement offer. Mr. ******* provided additional information regarding his lost wages and additional information to increase the offer provided to the other passengers. Offers were increased based on the additional information, and Mr. ******* agreed to the settlement.
  
  At this time, FAIC is currently awaiting receipt of all the executed releases to release payment.
  
  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 Claims Director
  **************************
  *************************************************************************************************
  
  
  cc:Compliance Analyst at *****************************************************

• Initial Complaint

  Date:03/11/2025

  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 am filing a complaint against this company because we made arrangements for my car to go for repairs on Tuesday 3/11/2025 and for them to have a car rental from ***** to be given to me for the duration of the repair. I have emailed **** ******* *************************************************** and called at ************ with no response to either messages. Today my attornies office tried calling and was given the name of a new adjuster ******* ***** *********** and they have left multiple messages with no retirn call. Now I am unable to drop my car off and have a rental for the time that is needed for the repairs to be completed. This company has shown poor customer service and customer care.

  Business Response

  Date: 03/18/2025

  Dear Ms. ********************* is in response to the complaint filed by ***** Gonzalez          .          
  
  First Acceptance Insurance Company, Inc. (FAIC) received two voice messages regarding Mrs. ********* rental arrangement:
  
  One from ***** ******** on March 10, 2025, at 8:00 PM EST, after business hours.
  One from Mrs. ********* attorney on March 11, 2025, at 11:40 AM EST.
  
  The adjuster contacted Mrs. ******** and provided the rental information at 1:32 PM EST on March 11, 2025.
  
  It is FAICs goal to return all calls the day they are received or the day after, if the call is received after business hours. In this case, FAIC responded appropriately and without undue delay.
  
  We regret that Mrs. ******** 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,
  
  **** T. ********
  Property Claims Director
  **************************
  **********************************************************************************************
  
  cc: Compliance Analyst at *****************************************************
  
  
  Enclosures: 0

• Initial Complaint

  Date:03/10/2025

  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.

  GOOD EVENING ! On February 4th 2025 I was hit by one of you guys insurers. Filed my claim through you guys and had an adjuster by the name of Allashia Miles by the way very helpful! ******** sets up a vehicle inspection to inspect my car although there was some confusion about where my car was stored at I gave them the address of the auto body shop. They sent me a link to take pictures and videos of my car on an app rather then coming out to inspect it their self also a picture token of the airbag to inform them that my airbag did come out. I get a call from ******** saying that my car was repairable and that they would issue me a payment of $2964.41 direct deposit in bank account number ending in 6*59. I was then told that when my car is sent to the Autobody shop that the auto body shop will send a new estimate of any damages to my adjuster that they DID not see on the car through VIA an app. Auto body shop sends in a new estimate I am told by the AUTOBODY shop that my car is totaled rather then ************ who is suppose to be my Total loss adjuster (by the way NEVER got told I had a new adjuster) its been several weeks since I was told and confirmed that my car was total loss by the body shop other then the person who was suppose to inform me. Ive been calling and calling and calling I dont get any responses replys no matter how early in the morning I do call Ive tried to talk to the manager shes never at her desk I tried to call my adjuster shes never at her desk how do I get in contact with these people and suppose to know the necessary steps to move forward if they never answer ?? Its became very frustrating I really just want a call back before I have to move forward with legal action because your insurer hit me I didnt hit him.

  Business Response

  Date: 03/17/2025

  Dear Ms. ******* *****:
  
  This is in response to the complaint filed by ****** ********.
  
  This claim was reported to our office on February 4, 2025.  After the coverage and liability investigation was completed, the claim was transferred to the total loss department on February 28, 2025.
  
  The total loss adjuster followed up with Ms. ******** on March 11, 2025, and had to leave a message. The total loss adjuster followed up with Ms. ******** on March 13, 2025, and was able to provide the total loss settlement offer and explain the total loss process.  We are currently awaiting Ms. ******** decision to move the claim forward as a total loss settlement or an owner retained. 
  
  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: 2

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a claim that has been denied by this company, in the denial letter there is an email address and phone number if I have more information for this claim, I emailed the email address and left a message on ********** voicemail to which neither has been responded to. This seems to be the only way to get a response from this company. I was denied due to insufficient information, well you can't speak to anyone from this company. Last time I complained I did get a call from a supervisor and then ******** called me but I was driving. I attempted to call back and left a voice mail, twice! I have left my sons phone number via email and voicemail since he was the one that was driving when my car was hit by one of your customers. Please call him so we can get this taken care of and I can get my car fixed since it has been 5 months!!

  Business Response

  Date: 03/07/2025

  Dear Ms. ******* *****:
  
  This 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, the supervisor spoke to ********** and apologized for the delay in returning her phone call to discuss FAICs liability decision. Ms. ******* advised that her son was driving the vehicle at the time of loss, but there was no police report filed. The supervisor requested that her son contact FAIC to provide his recorded statement.
  The adjuster also attempted to reach Mr. ******* by phone on March 7, 2025, to apologize for the delay in returning his phone calls and to discuss the liability decision. The adjuster left a voicemail.
  
  The adjuster has been coached to returning phone calls to customers within the ********************** standard and to attempt a phone call to the customer when a claim is denied for liability.
  
  We regret that Mr. ******* experienced frustration with the claims liability decision and lack of communication when returning her phone calls. We 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: 1
  

  Customer Answer

  Date: 03/10/2025

   
  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:03/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First Acceptance's insured caused an accident that I was involved in on February 2, 2025 & their insured was at fault, with a police report to prove it. I had to contact First Acceptance first, although they should have reached out to me since their insured was at fault. When I called, I did not receive an answer, but I left a message. I have not been able to speak with the adjuster, named ***** *******, although she left a voicemail on February 10, 2025. In this voicemail, she mentioned that their insured may not have had enough *************** have to investigate, but she would keep me updated. I have called 3 times since then & left messages with no answer or call back. It has been 30 days since the accident occurred & they are avoiding responsibility. Their insured was at ************ are responsible for fixing the damages to my car. I shouldn't have to file a claim with my own insurance if I was not at fault.

  Business Response

  Date: 03/10/2025

  Dear *** ****************** is in response to the complaint filed by ******* ******.
  
  The loss was reported to First Acceptance Insurance Company of ************* (****) on February 5, 2025. A claim was established with a designated claim number of **********. An adjuster was immediately assigned to investigate the coverage, facts of the loss and claimed damages. A copy of the police report was ordered the same day.
  
  Upon thorough review of the file, the adjuster identified a possible coverage issue for the date of loss which would need to be further investigated upon receipt of the police report.
  
  On February 7, 2025, the adjuster received a copy of the police report and reviewed the policy. The adjuster found that the vehicle operated by our insured, ***** ****, was not listed on the policy. The adjuster attempted to contact the insured, ***** ****,to obtain additional information, but had to leave a voicemail.
  
  On February 10, 2025, the adjuster attempted to call *** **** again and emailed the insured a contact request letter. The adjuster then called the complainant, ******* ******,to advise coverage was pending, advise of their duty to mitigate damages,and to advise *** ****** to go through her own carrier if immediate assistance was needed. There was no answer, so the adjuster left a detailed voicemail.
  
  On February 12, 2025, the adjuster sent *** ******,reservations of rights letters.
  
  After the coverage investigation was completed, a coverage denial letters were sent to all parties.
  
  On March 6, 2025, the adjuster contacted *** ****** to follow up on the denial letter. The adjuster explained the denial and advised that a letter had been mailed on February *******. The adjuster also emailed a copy of the denial to *** ****** during their conversation.
  
  We regret that *** ******* ****** 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: 3
  
  

  Customer Answer

  Date: 03/10/2025

   
  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,
  
  Dejiana ******

• Initial Complaint

  Date:02/28/2025

  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.

  Date: 04-25-2024 Their client **** ****** struck my car with his car on the above date. Their client accepted responsibility and told the police it was his fault. I had a witness that saw the accident and waited for the police to offer her statement. He received a ticket. My car had damages to the driver side. I also had a busted tire and bent rim from colliding with the curb. Ive been in constant communication but it has not been reciprocated. It is my belief that theyre dragging this out to maximize their profit at my expense. Their level of apathy and total inability to communicate in a timely manner or any manner is totally unacceptable. I never seek counsel because it shouldve been an open and closed case but we are now almost a year last and I still havent been compensated. Im submitting this formal complaint because Im not getting anywhere with anyone from their company.

  Business Response

  Date: 03/05/2025

  Dear Ms. ******* *****:
  
  This is in response to the complaint filed by Ms. ***** **********
  
  This claim was reported to First Acceptance Insurance Company of ************* (****) on May 6, 2024. After the coverage and liability investigations were completed, the claim was transferred to the total loss department on May 14, 2024.
  
  The total loss adjuster completed their review of the estimate and total loss evaluation to finish the total loss workup on May 24, 2024.
  
  The total loss adjuster contacted Ms. ********* on May 24, 2024, to review the total loss settlement and discuss her options for company retain or owner retain. Ms. ********* was advised that if the vehicle was owner retained the title would be branded as a salvage title. Ms. ********* advised she wanted to review the settlement offer to make her decision regarding vehicle retention.
  
  The total loss adjuster attempted to call ************ on June 6, 2024, to follow up on her decision. The adjuster was unable to reach her and left a voicemail.
  
  The total loss adjuster attempted to call ************ again on June 25, 2024, to follow up on her decision. Ms. ********* did not answer, so the total loss adjuster left a message.
  
  The total loss adjuster returned Ms. ********** call on June 26, 2024, and reviewed the owner retained requirements by the state guidelines. The total loss adjuster requested that Ms. ********* call once she determines how she wants to move forward with the total loss.
  
  While assisting the total loss department, the property damage adjuster attempted to contact Ms. ********* on October 8, 2024.The property damage adjuster left a message requesting Ms. ********* contact **** regarding her decision on owner or company retention of her vehicle.
  
  The property damage adjuster attempted to contact Ms. ********* again on October 25, 2024, and left another voicemail requesting her decision.
  
  On October 26, 2024, a lack of interest letter was sent to Ms. **********
  
  Ms. ********* called the property damage adjuster on October 31, 2024, to advise that she wanted to proceed with owner retain. The property damage adjuster confirmed that there was no lienholder on ************* vehicle. Ms. ********* was advised that title express would handle the paperwork required to settle her property damage claim. The property damage adjuster explained the next steps and Ms. ********* indicated that she understood.
  
  On November 4, 2024, Ms. ********* called to advise that she received the lack of Interest letter. The property damage adjuster advised that the letter was sent prior to their last conversation. The property damage adjuster advised that title express would be in contact with ************ for the next steps and reviewed what would be required to process her title.
  
  The property damage adjuster attempted to contact Ms. ********* on November 6, 2024, and November 14, 2024, to follow up on the pending documents required by title express to allow payment of her claim. The property damage adjuster left voicemails each time.
  
  On November 14, 2024, Ms. ********* called and spoke with the property damage adjuster assisting with the total loss claim. ************ advised that she wanted to settle her bodily injury claim prior to settling her property damage claim. Ms. ********* explained that she needed the money from her bodily injury claim prior to settling her property damage claim,because if she settles the property damage claim she wouldnt have a vehicle. The property damage adjuster explained that as Ms. ********* had chosen to do an owner retain, she would keep her vehicle. The adjuster also explained that ************ would need to obtain a salvaged title. Ms. ********* was advised to follow up with title express regarding the required paperwork.
  
  The total loss adjuster attempted to contact ************ on January 2, 2025, regarding the documents required to pay and close her property damage claim. The total loss adjuster left a voicemail for ************* Another attempt was made on January 3, 2025, there was no answer and a voicemail was left.
  
  Ms. ********* called the total loss adjuster back on January 3, 2025, to advise that she was waiting on the bodily injury claim to be settled. The total loss adjuster advised that she would need to send in the title to her car so that it could be updated to a salvage title prior to issuing payment. Ms. ********* stated that she would provide the documents required to move the claim forward.
  
  On January 28, 2025, the file was reviewed, and it was noted that **** was still pending receipt of the required documents from Ms. **********
  
  As of today, March 4, 2025, **** is still pending receipt of the state required documents from Ms. ********** Once the required documents are received, Ms. ********** property damage claim can be paid and closed.  
  
  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: 3

  Customer Answer

  Date: 03/16/2025

  This is in rebuttal to First Acceptance Insurance responses.
  The initial claim was for both Bodily Injury and vehicle. I dont know when the only claim became just the vehicle and the bodily injury aspect of it. 
  On 5-14-24, ****** from Copart Total ********** reached out to me to schedule a time to pick up my vehicle. 
  First communication took place on or before 6-4-24 by the victim. I left a message for Mr. ****** ******* with vehicle claims to give me a call. (Exhibit 1 attached).
  On or before 6-6-24, I was in contact with Mr. *** ****** regarding providing documentation for my loss of income as it relates to my bodily injury claim. (Exhibit 2a and 2b).
  On 6-17-24, I completed the Authorization to Disclose Health Information packet to *** ******. (Exhibit 3)
  On 6-20-24, *** ****** responded to my attachments sent on 6-17-24. He acknowledged the bodily injury claim and responded. (Exhibit 4)
  On 6-21-24, *** ****** needed me to get my employer to be more specific with the dates and pay of the loss time. (Exhibit 5a and 5b)
  On 6-25-24, I contacted *** ****** to request his assistance with ****** ******* and the lack of communication. (Exhibit 6a and 6b)
  On 6-25-24, ****** ******* did leave me a voicemail only after I had to solicit assistance from *** ****** after leaving multiple voice messages for ****** ******* with no response. (Voicemail Exhibit A saved to my email).
  On 6-26-24, the total loss adjuster contacted me about turning in my vehicle. I had questions regarding retaining the vehicle and I wanted to research it further. I asked them if I turn in my title will keep me from being able to drive the vehicle. I stated, thats my only means of transportation and I need it for work. I told them I have no problem turning it in once I get the settlement from the bodily injury claim.
  On 7-5-24, I followed up with *** ****** wanting an update on my claim. (Exhibit 7)
  8-21-24, *** ****** reached out to me regarding not receiving my medical records from my doctor office. 
  8-21-24, I responded to *** ****** informing him I would  reach out to them tomorrow, (Exhibit 8)
  9-23-24, I responded to *** informing him I went to my doctors office to release my records again and that was several weeks ago. I contacted *** to see if he had any update on my case. (Exhibit 9)
  9-30-24, *** contacted me back indicating he still has not received my records. (Exhibit 10)
  10-1-24, Informing *** that I went to my doctors office again today to release my medical records. (Exhibit 11)
  
  *******, *** contacted me offering his apology for the inconvenience and inquiring about my employer information. I sent that information months ago. (Exhibit 12)
  11-5-24, *** contacted me again soliciting my assistance with getting my records. (Exhibit 13)
  11-5-24, I responded back to *** informing him that I would go back to my doctor office to speak with someone and get my records. (Exhibit 14)
  11-6-24, I decided to go on Aylo patient portal to obtain my records because apparently the doctor office is incompetent. I emailed all of my records from **** today. (Exhibit 15a-15f)
  12-6-24, I emailed *** to get an update on my claim and I didnt receive any communication back. (Exhibit 16)
  After 5-14-24 through 1-2-25, I received multiple phone calls from Copart harassing me about turning in my title although I told them multiple times that I couldnt until I received compensation from my bodily injury claim. I spoke with *** about the process of turning in my title to receive a salvage title.They informed me that I could NOT drive the vehicle until it goes through several obstacles. I work and thats the only vehicle I have but neither ****** or representatives from Copart cared about me working and providing for my family. 
  1-2-25, ****** left me a voicemail regarding turning in my title.(Voicemail Exhibit B)
  1-3-25, ****** left me another voicemail regarding turning in my title. (Voicemail Exhibit C)
  1-3-25, I spoke with ****** expressing why I couldnt turn in my title yet. He stated, I would still be able to drive the vehicle even if its deemed salvage but thats not true because it would not be allowed to be on the road under salvage until I make the needed repairs and get it inspected. All of that will take months but I cant be without a car. ****** without hesitation told me I would still be able to drive it and that isnt true. I immediately seeked clarity with the *** and they stated, I would NOT be able to drive the car without going through getting it repaired and inspected and its not something that happens immediately. (Exhibit 17)
  2-7-25, *** ****** emailed me regarding my itemized bill from Aylo. (Exhibit 18)
  2-13-25, I emailed *** informing him that my first visit to **** was for my lower back injuries.(Exhibit 18a)
  2-13-25, *** contacted me asking additional questions regarding Aylos billing. (Exhibit 18b)
  2-14-25, *** emailed me regarding obtaining the actual bill. (Exhibit 19)
  2-14-25, I went back to my doctors office to obtain a copy of my medical bills history. (Exhibit 19a)
  2-14-25, I reached out to *** via email informing him that I sent the required documents he requested. I then asked him to expedite my compensation via overnight check or electronically, (Exhibit 19b)
  2-19-25, I emailed *** again and got no response. ( Exhibit 20)
  2-21-25, *** emailed me back asking for clarity on why I went to the doctor on 5-13-24 and the accident occurred on 4-25-24. (Exhibit 21)
  
  2-21-25, I responded to ***** inquiry on why I went to the doctor on 5-13-24. My response was the impact of his client hitting my car resulting in me hitting the curb and denting the rim of the tire. (Exhibit 21a)
  2-25-25, *** emailed regarding what was the total amount of the medical bills. I provided him with that information so he shouldnt ask me. Thats his expertise. (Exhibit 22)
  
  
  I was instructed from day one from Mr. ****** that bodily injury claim and vehicle claim are two separate claims so why do I need to submit the title in order to get compensation for my bodily injury claim. One has nothing to do with the other.
  My recollection hasnt changed. I have two separate claims and they should be handled as two separate claims. I have been in compliance the entire time and its now almost a year later and theyre implying that Im the problem. I explained why I couldnt submit my title and as soon as I get compensation for my bodily injury claim I can submit my title but I can not be without transportation and Im not on a bus line to get to and from work. 
  

   

  P.S. I had copies of emails and voicemails to support my claim but it only allows me to upload 5 files.