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

  415 E Walnut Ave # 305 Dalton, GA 30721-4467

• 

  Acceptance Insurance

  4290 Bells Ferry Rd NW Ste 142 Kennesaw, GA 30144-1319

• 

  Acceptance Insurance Company

  960 N Tennessee St Cartersville, GA 30120-2478

• 

  Acceptance Insurance

  3009 Citizens Pkwy Selma, AL 36701-3918

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:02/17/2025

  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.

  First Acceptance Insurance Company, by artifice and avoidance, has failed to compensate me for damages their insured caused to my vehicle in an accident that occurred 6 months ago, on August 21, 2024. The problem is exacerbated because the adjuster remained unreachable after the claim was filed and failed to send its own appraiser to assess the extent of the damage and determine repair estimates. He also ignored repair estimates from 2 highly reputed Body Repair shops Fairground Automotive and ** ****** ************ response to First Acceptance's mandate to me to mitigate damages, I strove to keep rental and alternative transportation costs to a minimum. On the other hand, First Acceptance, through excessive delays and unwillingness to settle the claim, has exacerbated rather than mitigate damages. They failed to provide or accept my reasonable settlement offer. First Acceptance Insurance is unwilling to pay me in full for damages to my vehicle. After 5 long months, they offered unilaterally, on a whim, to pay only $811 which is only 30% of the cost of repairs to my vehicle. This low-ball offer appears to be in furtherance of a scheme by First Acceptance's employees to underpay claims in order to increase their own bonuses. First Acceptance is also unwilling to reimburse $700 in rental costs and other expenses I incurred due to the loss of use of my vehicle for the 6 months since this accident. On Feb 8, 2025, they again offered on a whim, and arbitrarily, a payment of $1,553.34. The fairness of this payment amount is not discussed. First Acceptance did not care when I alerted them that the Repair Estimate that formed the basis of its low-ball offers of payment was knowingly and unscrupulously based on false information. First Acceptance does not care to resolve its customers claims in a timely and equitable manner and does not care about creating a courteous, service-oriented, working relationship with its customers. Sincerely,***** *******.

  Business Response

  Date: 02/27/2025

  Dear Mrs. ******* *****:
  
  This is in response to the complaint filed by ***** *******.
  
  This claim was reported to First Acceptance Insurance Company of ************* (****) on August 27, 2024, by ***** *******.A claim was established with a designated claim number of 0372403848.  An adjuster was immediately assigned to investigate the coverage, facts of the loss and damages claimed. 
  
  On August 29, 2024, the adjuster attempted contact with our insured, ****** *****, to resolve coverage but was unsuccessful.
  
  On September 2, 2024, Mr. ******* was notified that ***** investigation was still ongoing.
  
  On September 6, 2024, Mr. ******* was sent a link for a photo inspection so **** could create an estimate for the damage to his vehicle. On this same day, the adjuster also obtained a statement from ********** confirming the facts of loss and provided him with the next steps in the claims process.
  
  On September 9, 2024, the adjuster left Mr. ******* a voicemail and also sent a reminder via text informing him that **** had not received his photos for the estimate.
  
  On September 10, 2024, Mr. ******* was sent another reminder that FAIC still had not received photos.
  
  On September 11, 2024, the appraisal support agent spoke with Mr. ******* and advised that **** was still awaiting photos. ********** told the agent that the sun was out so he could not take photos. The agent also re-sent the link to Mr. ****************** September 13, 2024, the adjuster spoke with ********** regarding the pending photos, and he asked the adjuster to send the link once more. The adjuster sent the link and Mr. ******* and he confirmed that he received the updated link. 
  
  On September 16, 2024, the appraisal support agent reached out to Mr. ******* advising that we still did not receive all his photos and left him a voicemail with instructions on how to complete the steps and a number to call if he needed additional help. 
  
  On September 18, 2024, Mr. ******** photos still had not been received. The appraisal support agent followed up with Mr. ******* again, and he advised her that he would send in the pictures on that same day.
  
  On September 23, 2024, the appraisals agent followed up with Mr. ******* again because **** still had not received photos of the damage to his vehicle. The photo assignment was then cancelled in the system since there was no response from Mr. ******* after several attempts.
  
  On November 11, 2024, the adjuster spoke with **********. He advised that his body shop sent photos of the damage to his vehicle. At that time, we assigned an appraiser to review them and create an estimate. The estimate was completed that same day. However, no payments were issued as coverage was still being investigated due to an unlisted driver.
  
  On December 10, 2024, the adjuster spoke with Mr. ******* and advised that coverage had been cleared. The adjuster provided Mr. ******* with the estimate and explained the next steps. A repair payment in the amount of $811.43 was issued. Mr. ****** confirmed that his vehicle was drivable. The adjuster explained the supplement and rental processes to Mr. ****************** December 21, 2024, the adjuster received a letter from Mr. ******* alleging bad faith. In this letter Mr. ******* requested $2,000.00 for additional repairs that were not considered on the original estimate and $700.00 for rental expenses. The adjuster forwarded the letter to the manager for review.
  
  On December 23, 2024, the manager spoke with ********** regarding his letter alleging bad faith. The manager explained to ********** that he needs to provide an invoice supporting his rental claim. The manager also advised that the adjuster previously explained the supplement process and stressed the fact that he can take the estimate provided by **** to a body shop of his choice.
  
  On December 27, 2024, the adjuster received an email from Mr. ******* showing a Zelle transfer of $700.00 with no other documentation.
  
  On January 22, 2025, the adjuster received an email from Mr. ******* with a subpoena attached. The adjuster forwarded the email to the legal team for review, but the subpoena was confirmed to not be associated with this claim.
  
  On January 27, 2025, another email was received from the complainant requesting the additional $2,700.00. The adjuster replied advising we would forward to our legal team and forward their response
  
  On January 30, 2025, our appraiser spoke with someone from the repair shop regarding a supplement for repairs.
  
  On January 31, 2025, the supplement was received from the shop. The supplement was approved and payment was issued directly to Mr. ******* in the amount of $1,216.97. The estimate and supplement both indicate that it will take four days to repair Mr. ******** vehicle.
  To date, it has not been confirmed whether the *********** vehicle is at the shop. The adjuster has made attempts to reach out to Mr. ******* to offer loss of use for four days at $35 a day, with the expectation that he will be taking his vehicle into the shop at some point to be repaired.
  
  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,
  
  ****** *********
  Regional Claims Director
  **************************
  ***********************************************************************************************
  
  
  cc: Compliance Analyst at ***********************************************************************************************
  
  Enclosures:  4
  
  

• Initial Complaint

  Date:02/15/2025

  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.

  I am writing to formally express my dissatisfaction with the ongoing issue regarding an overcharge on my insurance account and the poor customer service I have received while trying to resolve this matter.On January *******, I noticed an incorrect charge of $211.00. on my account and immediately contacted your customer service department for clarification and resolution. Since then, I have made multiple attempts over the past 30 days to get this issue resolved, but my concerns have not been adequately addressed.Additionally, during my most recent call on February 15, 2025, one of your representatives abruptly disconnected the call while I was still explaining my issue. This level of unprofessionalism is unacceptable, and it has further delayed the resolution of my concern.I am requesting the following actions be taken immediately:1. A full review of my account and a refund of the overcharged amount.2. A written explanation of why the overcharge occurred and what will be done to prevent this in the future.3. An investigation into the poor customer service I experienced, including the call disconnection.If this matter is not resolved within reasonable timeframe, e.g., 7-10 business days, I will have no choice but to escalate my complaint to the relevant consumer protection agencies

  Business Response

  Date: 02/25/2025

  This is in response to the complaint filed by ******* ****.
  
  Ms.**** has been a valued customer of ********************** (****)since July 16, 2024.  Ms. Hills **** auto policy CSGA ****** was due to renew effective January 16, 2025. 
  
  When the **** offer to renew was issued, the six-month insurance premium was correct,however, the system did not recognize the applicable renewal and invoice fee that should be included in the renewal monthly payment billed.  ************** paid the renewal premium and her auto policy renewed, the fees were added to the balance of the policy hence, creating additional billing.
  
  To honor the renewal installment as billed, **** waived the renewal and invoice fee on Ms. Hills policy account.  **** elevated this matter and has since identified and addressed the issue to prevent future occurrences.
  
  We apologize for the confusion and frustration in this occurrence.  The **** customer service leadership has reviewed this account thoroughly and worked diligently to address the customer service concern internally. 
  
  Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to *****************************************************.
  
  *********,
  ******* ******
  Manager, Call Center
  **************************
  ********************************************************************************************
  
  cc:Compliance Analyst at *****************************************************

• Initial Complaint

  Date:02/10/2025

  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.

  I ordered a policy I had it one day the next day I cancelled it now my money I used up in cancellation fees and representative fees with no refund at all

  Business Response

  Date: 02/11/2025

  Dear Ms. *************************************** (FAIC) acknowledges receipt of the attached complaint. Unfortunately, **** has no record of an active policy for the complainant, ****** ******. It appears that his complaint references an issue with a different company, Founders Insurance Company.

  
  If you have any additional questions, please contact us at ***********************************************************************************************
  
  Thank you,

• Initial Complaint

  Date:02/09/2025

  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 have been a customer of ******************************************* since September, 2024. I have made monthly payments each month via auto withdrawal from my bank account. Payments are deducted on the 25th of each month. My last payment taken on January 25, 2025 in the amount $228.78 . I just received confirmation that another payment was taken on February 9, 2025 in the amount of $250.21. This payment was not authorized.

  Business Response

  Date: 02/14/2025

  This is in response to the complaint filed by Ms. ******* *****, regarding the *** transaction of her renewal down payment.
  
  Ms. ***** has been a valued insured with First Acceptance Insurance Company (FAIC) since October 26, 2024.  When policy CSPA ****** was issued, Ms. ***** selected the electronic funds transfer (EFT) for future premium payments to be automatically deducted from her designated banking account.
  
   On January 18, 2025, an invoice was sent to Ms. ***** for her next monthly payment due on January 25, 2025. Payment was submitted.
  
  On February 4, 2025, a New Policy Term Invoice was issued for the renewing term beginning February 26, 2025, to August 26, 2025. The New Policy Term Invoice was sent to Ms. ***** for her payment due on February 26, 2025. Inadvertently, the payment was drafted on February 8, 2025.
  
  Due to the early drafting of funds from ******************** institution, **** refund the payment in the amount of $250.21 back to Ms. ****** credit card (card ending #****) on February 10, 2025.
  
  Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to *****************************************************.
  
  Sincerely,
  ******* *******
  Director, Underwriting
  **************************
  *********************************************************************************************
  
  
  cc:Compliance Analyst at *****************************************************
  

• Initial Complaint

  Date:02/05/2025

  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.

  This company has repeatedly allowed someone who has never lived at my residence to claim my residence as their own and refuses to take my address off of their account, even after showing proof of ownership.

  Business Response

  Date: 02/06/2025

  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

  Business Response

  Date: 02/10/2025

  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:02/04/2025

  Type:Sales and Advertising 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 acquired auto insurance for my vehicle from First Acceptance Insurance, with the policy being purchased on September 27, 2024. Recently, I was denied employment with ******** because of a suspended license. Upon contacting the ***, I learned that an incorrect VIN number was linked to my policy, resulting in my vehicle not being covered. Consequently, I have been operating my vehicle with a suspended license, and the ********************************************* did not inform me of this VIN discrepancy. I have reached out to the insurance agency, but I am facing resistance regarding the necessary corrections to my license status and obtaining a full refund. As a single mother, this situation has severely impacted my financial stability due to the employment denial stemming from their mistake.

  Business Response

  Date: 02/11/2025

  This is in response to the complaint filed by ****** ******.
  
  First Acceptance Insurance Company (FAIC) received an electronic personal auto application submitted by the named insured, ****** ******, on September 27, 2024.  The appropriate applications documents were signed and the required insurance premium posted to the account issuing FAIC Policy CSFL 447729.  During the application process, an incorrect Vehicle Identification Number (VIN) was entered for the listed insured vehicle 2013 ******* Accent. Unfortunately, because the policy was written online, FAIC would not been alerted to an incorrect VIN being entered.
   
  FAIC was made aware of the incorrect VIN for the listed insured vehicle when Ms. ****** contacted FAIC customer service on January 28, 2025, and in the conversation, Ms. ****** requested a refund due to this error.  We were unable to process the refund as the vehicle had been insured and coverage provided in the event of a covered loss. To assist our insured, FAIC corrected VIN and sent the updated information to the **************************** (***) for processing. During the call, Ms. ****** was informed that it typically takes approximately ************************************************* the interim, FAIC took steps to backdate the corrected VIN to match the inception date of the policy, ensuring that the coverage reflected the original start date.
  
  Additionally, one of our senior **** customer service representatives contacted Ms. ****** to explain  the necessary state reporting had been filed. As part of our ongoing communication, a letter of experience was also sent to her via email for her reference.
  
  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,
  ******* ******
  Call Center, Manager
  **************************
  ********************************************************************************************
  
  cc:Compliance Analyst at *****************************************************

  Customer Answer

  Date: 02/11/2025

   
  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:01/31/2025

  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 April 13 2024 while my wife was leaving work and was at a traffic light, there was a car in front of her at the time. When the light turned green she proceeded to drive through the light turning left , but for some strange reason the car in front of her stopped after the turn. And she hit the back of the car causing damage to both cars. We had full coverage with Acceptance Insurance and we have been getting the run around ever since. The company so called accident adjuster would email me with a low offer for damages but I had an estimate from the dealership where we purchased the car that exceeded their offer by several thousands. I even fax them the estimate and they refused to respond or compensate us. And now because of this , our registration are suspended because I refuse to continue to pay for coverage that doesnt follow their own policy and rules. Can you all help me ? I need the money Im due plus my registration of all my vehicles cleared ! Can I get all the necessary documents together for you all later. I do have everything that I need, my wife just got a bad habit of misplacing things of importance. Thanks again !

  Business Response

  Date: 02/05/2025

  Dear Ms. ******* *****:
  
  This is in response to the complaint filed by **** ********.
  
  On May 13, 2024, the property damage adjuster issued payment for the estimate approved by the appraiser for repairs for $1,455.00 to Mr. ******** for his vehicle.
  
  On February 3, 2025, the supervisor received a complaint from Mr. ******** disputing the property damage amount approved for his vehicle repairs. The supervisor directed the adjuster to call Mr. ******** to provide contact information and instructions to submit a supplement estimate for review to the material damage department. The same day, the adjuster attempted to reach Mr. ******** by phone to discuss the next steps of the claim process for a supplement review but had to leave a voicemail.
  
  On February 4, 2025, the adjuster attempted to reach Mr. ******** by phone to discuss the next steps of the claim process for a supplement review but had to leave another voicemail. On the same day, the supervisor attempted to reach Mr. ******** by phone to discuss the next steps of the claim process for a supplement review but had to leave a voicemail.
  
  As they were unable to reach him by phone, the adjuster sent an email to Mr. ******** on February 3, 2025, advising him of the supplement process steps and contact information for the appraiser team to have his damage estimate re-reviewed.
  
  We regret that Mr. ******** experienced frustration with the approved vehicle damage estimate settlement. Mr. ******** has been provided with the contact information and information regarding the supplement re-review process.
  
  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: 2
  

• Initial Complaint

  Date:01/30/2025

  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.

  I paid $500 a month for months on top of months & this company refuses to pay when my son is in an accident

  Business Response

  Date: 02/05/2025

  Dear Ms. ******* *****:
  
  This is in response to the complaint filed by ****** **********.
  
  On January 28, 2025, Named Insured ****** ********** reported a single vehicle loss to First Acceptance Insurance involving the listed 2016 Chevrolet Malibu, being driven by unlisted driver, Norikus ***** occurring on January 27, 2025. ****** ********** reported that the listed 2016 Chevrolet Malibu driven by Norikus ***** was driving at a high rate of speed, lost control of the insured 2016 Chevrolet Malibu, struck a tree causing damages to the listed 2016 Chevrolet Malibu.
  
  On January 29, 2025, there was a recorded statement completed with ****** ********** to confirm the facts of loss. During this recorded statement ****** ********** confirmed that unlisted driver Norikus ***** was driving the listed 2016 Chevrolet Malibu when the driver lost control and struck a tree, damaging the insured 2016 Chevrolet Malibu. ****** ********** confirmed that the unlisted driver Norikus ***** is her son, is a household member, and is not listed on the policy this claim was filed under.
  
  On January 29, 2025, the FR-10 reported by the local authorities was received and reviewed. The FR-10 also confirmed the listed 2016 Chevrolet Malibu driven by unlisted driver, Norikus ***** was involved in a loss on January 27, 2025.
  
  Upon completion of the recorded statement, and review of the FR-10 received, it was determined the coverage for this loss would be disclaimed. ****** ********** was advised of this coverage denial. The policy disclaims coverage for Part D when an unlisted household member is operating the insured vehicle at the time of the loss.
  
  On January 30, 2025, ****** ********** was advised of the coverage denial due to Norikus ***** operating the insured 2016 Chevrolet Malibu at the time of loss. Denial letters were subsequently requested for ****** ********** regarding the reported claim.
  
  On February 4, 2025, a follow up call was made to ****** ********** to explain the coverage decision made regarding her reported loss.
  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 *****************************************************

  Business Response

  Date: 02/07/2025

  Dear Ms. ******* *****:
  
  This is in response to the complaint filed by Ms. ****** ********** regarding a driver not listed on her automobile policy.
  
  On December 16, 2024, Ms. ********** completed an automobile insurance application with an independent agency, Acceptance Insurance.  The insurance policy was placed with First Acceptance Insurance Company (FAIC).  In the application submitted, Ms. ********** was the only rated driver listed.  Ms. ********** indicated in the application that all drivers and household members were listed in the application.
  
  During a claim investigation related to Ms. *********** policy, it was discovered that the driver involved in the accident was a household member who was not disclosed on the initial application or added as s driver to the policy.   The **************************** was made aware of an unlisted household member and proceeded to mail correspondence to Ms. ********** advising that all household members should be listed on the policy, or excluded from the policy, and contact her local Acceptance Insurance agent to make the necessary changes/updates to her policy.
  
  Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to *****************************************************.
  
  Sincerely,
  ******* *******
  Underwriting Director
  **************************
  *********************************************************************************************
  
  cc: Compliance Analyst at *****************************************************

• Initial Complaint

  Date:01/28/2025

  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.

  On January the 3rd first Acceptance Insurance Company on ************************** double charged me on my car insurance payment . We have bank statements and emails saying they fixing but it's the 27th and our car insurance payment due again. They will not credit to our payment or will not give us our 99 bucks back.... I have called cooperate and the local office they just give us the run around.. it's getting wierd it's been since the 3rd of January. I do have all the proof they just hang up on me they owe me 99 dollars and they just stole my money that is theft and its the law to have car insurance and they stole my money and charging me 100 for next payment.. why they still my money...stealing is against the law and they stole my money please help me get my money back please how they able to steal and get away with it. That's pretty much 100 bucks they took.thank you so much

  Business Response

  Date: 02/05/2025

  This is in response to the complaint filed by ******** ****** concerning a duplicate insurance payment. 
  
  The supporting information Ms. ****** included with her complaint indicates the duplicate payment referenced in the complaint was received and processed by independent agency, Acceptance Insurance/Confie and the payments charged was not received or processed by First Acceptance Insurance Company (FAIC).   The agency posted the January 3, 2025, payment to Ms. ******* FAIC policy via FAICs website.  The payment transaction screen shot included in the attached response lists the payments posted to Ms. ******** auto policy. 
   
  On January 27, 2025, Ms. ****** called FAIC customer service concerning a duplicate payment and was informed that FAIC did show a duplicate payment posted to her policy and offered to transfer the call to the agencys local office.
  
  We have reached out to Confie to inform them of Ms. ******* filed complaint concerning the duplicate payment and I have left a voice mail message for Ms. ****** with my contact information.   The agency should be responsible for refunding the duplicate payment taken from Ms. ******* back account.
  
  Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to ***********************************************************************************************.
  
  Sincerely,
  ******* ******
  Director, Legal Support Services
  **************
  ***************************************************************************************************
  
  c: Compliance Analyst at *********************************************************************************************** 
  
  
  

• Initial Complaint

  Date:01/26/2025

  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.

  Their insured struck my vehicle causing damage. After filing a claim, submitting the appropriate documents and proof, they gave me an estimated cost for repair and were to issue payment. It has been nearly a year and I am still waiting for payment. I have made multiple calls to both the analyst and their supervisor as well as asking for my issue to be escalated. Still, I have not received a return phone call. The estimated cost to repair came in at just under $1000, so it is rather confusing as to why they are so elusive in paying out such a small claim. **************** who answers the phone can never seem to be of any help as they insist that you must speak with the analyst directly. I have to wonder at this point if there's even an open claim, or if they're hoping to push this out just a little bit longer until the statute of limitations is up, and I'm left holding the bag for the damages caused by their insured. Endless promises to receive a response in 48 or 72 business hours, which is untimely to begin with, have all been unfulfilled. I am not a customer of theirs, nor would I ever be, but their non-responsiveness is obviously a organizational issue as there are numerous complaints regarding the same issues I have noted. How they are able to remain in business is perplexing. My best guess is they insure those who would have difficulties getting insurance from other carriers, and they provide their service at an inflated premium. If they are not paying out claims, or obviously employing the workforce needed to ensure that calls are returned timely, where exactly are these over-inflated premiums they're receiving going? It would appear an ethics investigation into this company would be fitting.

  Business Response

  Date: 01/31/2025

  Dear Ms. ****************** is in response to the complaint filed by ***** *********.
  
  The claim reported to First Acceptance Insurance Company, Inc. (FAIC), on February 8, 2024, by the complainant ***** *********.
  
  The claims representative made contact with ************ on February 9, 2024. During this conversation Ms. ********* was given information regarding the claims process. A request to inspect her vehicle was sent to Ms. ********* for an approved repair estimate.
  
  The claims representative resolved the claim coverage and liability on February 12, 2024.
  
  Ms. ********* was contacted by the claims representative on February 13, 2024, to discuss the claim repair estimate. Payment was issued to Ms. ********* via check on February 15, 2024, for the approved repair estimate in the amount of $814.78.
  
  On August 16, 2024, the claims department received notice that the check issued to Ms. ********* on February 12, 2024, was not cashed and was now expired. On that same day, the claims representative attempted to contact Ms. ********* to discuss the expired payment and her options to reissue the claim payment. However, Ms. ********* was not available, so a detailed voicemail was left.
  
  FAIC does not have a record of a response from ************ until December 20, 2024. Ms. ********* advised she never received the claim payment or any notices the payment was issued via email. The claims representative corrected Ms. ********** email address in the claims system for the payment to be processed.
  
  Unfortunately, there was an internal error during the attempt to reissue payment on December 20, 2024, but Ms. ********* was not made aware of the processing issue.
  
  On January 27, 2025, the claims representative contacted Ms. ********* to advise that a payment link was reissued with an option to retrieve the payment electronically or via check.
  On January 28, 2025, FAIC received confirmation that Ms. ********* was able to retrieve the payment electronically via the ****** payment feature.
  
  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: 4
  

  Customer Answer

  Date: 02/07/2025

   
  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,
  
  ***** *********