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Business Profile

Auto Insurance

First Acceptance Insurance Company

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

    • 259 total complaints in the last 3 years.
    • 103 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

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

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    Complaint type

    • Initial Complaint

      Date:01/04/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 filed a claim with first acceptance the 16th of December. I have not received 1 phone call or email regarding my claim instead I have been ignored and hung up on! Im trying to get his resolved before I take it to a claims court!

      Business Response

      Date: 01/13/2025

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

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

      On December 15, 2024, Mr. ****** ******** filed a claim for an accident that occurred on December 14, 2024. A link was sent to Mr. ******** to complete his vehicle appraisal.

      On December 16, 2024, the adjuster attempted to contact Mr. ****** ******** and left a voicemail for him to return their call to discuss the facts of loss. The damage estimate for Mr. ********* vehicle was completed the same day.

      On December 17, 2024, a contact letter was sent to Mr. ******************* email was received from Mr. ******** on December 20, 2024, requesting assistance. On December 21, 2024, a text was sent advising the claim was still under investigation.

      On December 26, 2024, a text was sent advising the claim was still under investigation. On December 27, 2024, the adjuster attempted to contact Mr. ****** ******** but had to leave a voicemail.

      On December 31, 2024, a text was sent to *********** stating the claim was still under investigation.

      On January 6, 2025, the adjuster attempted to contact Mr. ******** again regarding the claim and but had to leave a voicemail.

      On January 7, 2025, the adjuster attempted contact to Mr. ****** ******** with an interpreter on the line. Mr. ******** voicemail was full. Later in the day the adjuster was successful in contacting *********** and was successful and was able to obtain additional information regarding the loss.

      On January 9, 2025, payment was issued to Mr. ****** ******** for the repairs, less his deductible. A cover letter and copy of the estimate was sent via US mail and email.

      First Acceptance acknowledges that the adjuster did not maintain active communication with Mr. ********* The adjuster has been coached on the importance of timely communication with insureds and claimants. 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,

      ******* ****
      Sr. Claims Director
      **************************
      ******************************************************************************************


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

    • Initial Complaint

      Date:01/03/2025

      Type:Billing Issues
      Status:
      Answered
      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 was paying 312 every month and in the month of December I got an email saying I had to pay $276 for my payment I paid that and then a few days later it sold on my account that my ********************** lapsed. I called and spoke with three representatives who kept telling me they would transfer you over to endorsements every time I got transferred over no one ever answered. I also asked three representatives that I spoke with to put in the files or in the notes my issue and if the call gets dropped to please call me back they said they would do so and they never did. I even ask if the phone call was being recorded just in case I had to take you guys to court and the representative say yes the car is recorded. Its now still showing that my insurance is lapsed and I already paid my money and this is going to mess me up with the law. I have to drive my call around every day if I do not get this taken care of, I will be filing a lawsuit against you guys. Definitely

      Business Response

      Date: 01/10/2025

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

      Mr. ***** has been a valued customer insured with ******************************************* ******************** of Georgia (****) since December of 2023.  Prior renewal offers have been issued accurately until December 19, 2024, renewal. Mr. **** made his renewal payment on time as required, renewing his auto policy for the next six-month term. An unexpected system issue occurred, causing Mr. ***** auto policy to cancel. This matter has been elevated for further review.

      On Monday, January 6, 2025, one of **** customer service leaders reached out to Mr. **** to apologize for the error, provided a full explanation, and to ensure Mr. ***** that his auto policy has been renewed/reinstated without any lapses in coverage.

      We sincerely apologize for any disconnected calls and long hold times Mr. **** experienced while trying to reach a **** representative. We understand the frustration this caused Mr. ***** and we are actively reviewing the direction of incoming calls to improve our customer service and reduce the hold time for our customers.

      We regret that Mr. ***** has experienced frustration with his policy service and we can assure you that **** strives to create a courteous, service-oriented, working relationship with our customers.

      Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to ***********************************************************************************************.

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

    • Initial Complaint

      Date:12/27/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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, theyre option on their website to speak to customer service, instantly says the page is not found. I had to have an sr22 on file, 4 times last year they disconnected my auto pay so my insurance lapsed and was canceled. I finally get switched to a better company and I call FIRST ACCEPTANCE INSURANCE to cancel my police and close my account, they handle all of that professionally and then charge my account the very next month again. When I asked for a refund, they granted it and said I will get a paper check in 2 weeks. This has been the worst experience with an insurance company I have ever dealt with. They are scammers who prey on high risk drivers and outsource every aspect of their company. Whoever runs this company should be embarrassed, they run a literal ship wrecks

      Business Response

      Date: 12/31/2024

      This letter is in response to the complaint filed by Mr. **** ***** regarding his automobile insurance policy cancellation and a premium refund.

      On February 26, 2021, Mr. ***** completed an application for an automobile insurance policy with First Acceptance Insurance Company (FAIC).  At the time of application Mr. ***** selected the options to have  future monthly premium payments to be automatically paid by electronic funds transfer (EFT).

      On February 26, 2024, Mr. ***** policy renewed for the next year policy term beginning February 26, 2024. Mr. ***** monthly premium payments were drafted each month via EFT. 

      On December 27, 2024, FAIC received a cancellation request form, signed by Mr. ****** submitted by the independent agency, to cancel CPIN 7376 effective December 9, 2024, stating that Mr. ***** obtained insurance with another carrier.  FAIC processed the cancellation effective December 9, 2024.

      On December 31, 2024, a refund check (check # ******) in the amount of $162.05 was sent to Mr. ************ Please allow 5-7 days to receive the refund,depending on the mail delivery service.

      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:12/23/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 December 7th, my daughter was driving my car when she was T boned by a woman who was insured by First Acceptance Insurance. My daughter was injured and i took her to the urgent care where they would not take our medical insurance and i had to pay out of pocket. First Acceptance insurance has still not contacted my daughter and it has been 2 1/2 weeks since the accident so she has not been able to seek further medical care to determine why her shoulder is still hurting. I have been without a car for 2 1/2 weeks. I asked for a rental car and they said they have to complete everything and they still have not called my daughter! My calls are not being returned by the adjuster ****** *******. The main number has no one available. I have left messages. No reply. I have emailed them. No reply. I have filled in a request, no reply. Can you please help me? Thank you!

      Business Response

      Date: 12/30/2024

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

      This claim was reported to First Acceptance Insurance Company of ************* (****) on December 12, 2024, with a date of loss of December 7, 2024. A claim was established with a designated claim number of 0102421064.  An adjuster was immediately assigned to investigate the coverage, facts, and claimed damages. 

      Ms. ****** ****** spoke to adjusters on two separate occasions on December 13, 2024. During these conversations, Ms. ****** was advised a rental could not be approved until the coverage and liability investigation was complete.

      On December 16, 2024, the adjuster contacted Ms.Ashtons daughter, *********, and obtained her recorded statement. On the same day, the adjuster also spoke to Ms. ****** and explained the claims process.

      An appraisal assignment was requested on December 16, 2024. However, Ms. ****** experienced difficulty submitting her damages through our appraisal application. This issue was resolved on December *******, and an estimate was completed the same day.

      The coverage and liability investigations were completed on December 23, 2024. It was determined our insured was at fault and coverage would be afforded. An injury adjuster has been assigned and will contact Ms.Ashtons daughter, *********, regarding her injuries.

      We regret that Ms. ****** experienced frustration with her daughters 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 *****************************************************

      Customer Answer

      Date: 01/03/2025

       
      Complaint: 22723005

      I am rejecting this response because:

      I have contacted First Acceptance to find out about Medical coverage for my daughter because she was injured in the accident and has not been able to seek medical care because First Acceptance has not responded and my medical insurance will not pay for her to seek care because she was injured in this automobile accident. The company provided an email address. I have sent emails but have not received any response to any of my requests for assistance.

      My medical insurance will not cover my daughter's care because she was in a car accident. We went to the urgent care and had to pay out of pocket due to her being injured in this accident. She is still experiencing pain and we need to find out why. This is one month after the accident and she has not been contacted to see if she needs medical care. She received one phone call on 12/16 but they only got a couple of details and the representative said that someone would be following up regarding the injury.  She never received a call to follow up and to find out how she is doing and to let her know how to seek medical care. Her shoulder is very stiff nearly one month after the accident. She is unable to lift anything heavy and therefore has not been able to work her regular shifts because they require her to lift a heavy tray. Moving her arm to put on clothes is painful. She does not have a car to drive to work so that has further cause a loss of earnings even if they have shifts that do not require as much lifting. The company has not provided a replacement car even though I have asked multiple times (******* ***** told me to get one through my own insurance. Ha! Why would I file a claim through my own insurance and have my no claims discount removed due to an accident that was not our fault?). In addition, I have had to pay insurance on a car that we cannot use for the last month.

      In the letter the company said they completed the investigation on December 23rd, 2024, but on December 26th, the adjuster called ****** ****** and said that it was not complete and that the pictures were not uploaded and she would have to send an adjuster to us. However, when my husband went to their web app we could see that the pictures had uploaded and they sent the repair estimate (which is not enough to repair the car). I was not alerted to let me know that they had completed their investigation. No communication, other than Miss ***** calling me to say that they did not get the pictures and I would have to wait for an adjuster to come and take pictures and she could not tell me when that would be- and yet, they had completed the report according to this letter on 12/23.  What is this company doing? Are they even capable of providing any service with this sort of communication? The estimate is not enough to repair the car, but my repair shop said they would deal with the insurance company directly to get the car fixed.

      In any case, how could this be completed (According to the letter it was completed 12/23/24) when you can see in the letter that Mr. ******** sent  that they assigned an injury adjuster on 12/23/24 and that they would contact my daughter, ********* ******. As of 1/3/25, she has still not been contacted. She is still experiencing pain. She is still not able to work because of the pain and limited ability to work, and because she has not vehicle to drive. She is out of pocket nearly a month of wages as a result of this accident which is recorded on video. How can they complete this without even contacting her?

      On 12/27/14 I again asked about a car rental. I was told by the adjuster that she would check into it and get back to me. I still have not been contacted. As you can see, the customer service of this ********************** is appalling. Nearly a month after the accident, by daughter has not received any additional medical care, other than the care that i had to pay for out of pocket. She may need an MRI. It would be nice to see a doctor to find out what can be done. She is still in pain.  We do not have a vehicle to drive. Contrary to what the letter states,  the service has not been courteous or service oriented as stated in the letter by **** ******** (other than the first gentleman we spoke to who took the details of the case. The two ladies assigned have been very unhelpful and ****** ******* does not return any messages.  There is no working relationship. The people dealing with this claim have been bordering on rude, unhelpful and uncaring that my daughter was injured in this crash, is not able to work, and has not been contacted to see what medical steps we can take to get her care. When I have asked questions, I have been cut off and a standard reply that held no bearing to what I asked was reiterated.  Emails to the company have not been replied to. The only thing that has gotten a reply is this inquiry from the BBB. (although even after receiving this letter, they have yet to contact my daughter about her injury and have yet to contact me about having a vehicle to drive). 

      So I would like to know when the company plans to contact my daughter about her pain. I would like to know when she can see a doctor about the pain and next steps to see why she is still in pain nearly a month after she was hit.  What they plan to do to compensate us for the loss of earnings she has incurred. I would like to know when they intend to reimburse me for the medical expenses that I have paid. I would like to know how they plan to reimburse us for not having a vehicle to use for the last month, and until the car is fixed (it is currently in the shop) and i don't know how much longer we will not have a vehicle.  It is clear that  am going to have to seek legal representation but this needs to be documented with the BBB as well in order that they really do strive to do what is stated in letter such as resolving claims in a timely and equitable manner, being service oriented, and being courteous and having a working relationship with their customers.

      Sincerely,

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

      Business Response

      Date: 01/13/2025

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

      As stated in the previous response, the coverage and liability investigations were completed on December 23, 2024. It was determined our insured was at fault and coverage would be afforded. An injury adjuster was assigned regarding the injuries sustained by Ms. ******* daughter, *********.

      The bodily injury adjuster attempted to contact ********* ****** on January 7, 2025,to get an update regarding her injuries and treatment but had to leave a message. The adjuster attempted contact again on January 8, 2025, and was able to explain the bodily injury process to her.

      A check has been issued directly to Ms. ******* body shop to begin repairs. To date, **** has not received a supplement payment request from the shop. The adjuster spoke to Ms. ****** on January ******, concerning a rental vehicle. The adjuster made an offer to provide a rental to Ms. ****** or send payment for the loss of use of her vehicle. Ms. ****** opted to accept payment for loss of use, and payment was issued to her on January 8, 2025.

      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,

      ***** *****
      Director, Claims Casualty
      **************************
      *******************************************************************************************


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

      Customer Answer

      Date: 01/23/2025

       
      Complaint: 22723005

      I am rejecting this response because:

      The accident happened 12/7/24. I am still without a car. I received the amount equivalent to $33 a day to rent a car for 27 days, but there is no way an equivalent car (SUV) could be rented for $33 a day, and we have been without a car for 47 days and counting. The car has been at the shop since the beginning of January (this was as soon as i could get it in after receiving word that i could process from First Acceptance on 12/27 - even though i got contrary information from *. ******* that same day saying that she needed to send an estimator to look at the car. Regardless, due to the damage sustained, the car shop had to order additional parts from ***** and the parts are still not in. So due to the accident, i am without a car and the amount they have offered does not cover the cost of having a replacement car while i wait for my car to be repaired. I asked for a replacement car the day i filed the claim,which was the day the police report was available on 12/12/24. So it took from 12/12 to 1/8 for them to do anything and what they have done is offered something that does not even begin to cover the real cost of being without a vehicle for nearly 2 months.

      Now regarding my daughter's injury, they called her about the car but have not given her information about how to seek additional medical care. As mentioned, my insurance will not cover her because she was in a car accident. She has not been contacted to give her information about seeking additional care and compensation regarding her injury. She has not been asked about her injury.

      I will reach out to the email that they sent directly to see if they will really live up to their statements on this report.



      Sincerely,

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

      Customer Answer

      Date: 01/23/2025

      I sent this email today directly to First Acceptance. i would like to keep this case open until i get some resolve. They are definitely not customer oriented and they are not doing what she says they do. Thank you for helping with this situation. It is important to hold them accountable.  Much appreciated, ****** ******

    • Initial Complaint

      Date:12/17/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Insurance company accepted claim to fix my car that their insured hit my car. They contacted me before Thanksgiving to set up person to take pictures. This person contacted me and was to come November 27. Never came or called. I called agent December 2 to let them know, left message but them have not contacted me after numerous messages from me and my insurance company.

      Business Response

      Date: 12/26/2024

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

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

      This claim was reported to First Acceptance Insurance Company, Inc. (FAIC), on October 31, 2024, by our insured ****** *******. A claim was established with a designated claim number of 0012404359.  An adjuster was immediately assigned to investigate the coverage, facts of the loss and claim damages. 

      On November 1, 2024, the adjuster started the investigation of the claim. The adjuster contacted our insured and obtained a recorded statement.  On the same day, the adjuster realized there was no information received for the claimant, Ms. ************** A police report was needed to obtain this information.

      On November 8, 2024, the adjuster reviewed the file for a police report. No report had been received.  The adjuster ran an ISO report on our insureds information to see if Ms. ******* made a claim with our information. No claim was found.

      On November 19, 2024, the adjuster received a call from ****** with Allstate insurance on behalf of the claimant, ******* *******. The Allstate adjuster released Ms. ******** phone number. On the same day, the adjuster attempted to call Ms. ******* to set up an estimate and discuss the claims process. The adjuster left a message on Ms. ******* voicemail.

      On November 20, 2024, the adjuster received a message from ******* ****** with ******** asking if our insured had coverage for this accident. On the same day the adjuster returned the call to the ******** representative. The representative was on the phone. The adjuster sent an email to ******* ****** to explain the coverage issue.

      On November 22, 2024, the adjuster received the police report and was able to determine liability at that time.  On the same day, the adjuster sent a request to have an independent appraiser to inspect Ms. ******* vehicle per her request. 

      On November 25, 2024, the independent appraiser was assigned to contact Ms.*******.

      On November 26, 2024, the assignment was cancelled by the independent appraiser due to scheduling difficulties. On the same day, a request was assigned to the appraisal support team for follow up.

      On December 2, 2024, Ms. ******* left a voice message for the adjuster stating she had not heard from the independent appraiser and asked for a call back.  On the same day, the adjuster returned the call to Ms. ******* and left a message on her voicemail.

      On December 6, 2024, the adjuster submitted a request to the appraisal support team to follow up on the independent appraisal request. On the same day, the adjuster attempted to contact Ms. ******* to give an update. The adjuster left a message on her voicemail.

      On December 6, 2024, the appraisal team sent an email to the independent appraisal company for the inspection status.

      On December 12, 2024, the adjuster received an email from Ms. ******* agent attempting to assist regarding her vehicle repairs.

      After reviewing the claim, it was determined there is no coverage under First Acceptance Insurance Company for this loss as the policy was not in effect when the loss occurred. The claim has been denied and the letter of denial has been sent to ******* *******.

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

      Customer Answer

      Date: 12/30/2024

      Some of the information stated is incorrect. They did not contact me and leave messages. They never contacted me after I left them a message when the first person was supposed to come here and take pictures. They  called me and told me the claim was accepted and they would rent me a car while mine was being repaired and I never heard from

      them again until December

      They sent me a letter after I filed the BBB complaint and said the claim would not be covered.

      You can drop this complaint. I just wanted you to know the information they sent you is incorrect.

    • Initial Complaint

      Date:12/05/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My truck was hit on November 9, 2024. My truck has been at the body shop for three weeks waiting on the police report. I want my insurance company to pay for the repairs on my truck that is at the shop ( ******** Body Shop-**********).. I have tried several times to call my insurance company and adjuster and no one will return my calls. My vehicle has been in the shop for a month now .I want my insurance company to pay for the body work and repair immediately so that my truck will be return back to me. My adjuster telephone number is *************)

      Business Response

      Date: 12/11/2024

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

      This is in response to the complaint filed by ****** *********************** claim was reported to First Acceptance Insurance Company, **** (FAIC) on November 9, 2024, by our named insured, ****** *******. Mr. ******* reported his vehicle was rear ended by a vehicle that fled the scene. The complainant confirmed there were scratches to his rear bumper, but the vehicle was able to be safely driven after the loss without any restrictions.

      The adjuster contacted Mr. ******* on November *******, to obtain a recorded statement. During the conversation with Mr. ******* the adjuster explained that due to the circumstances of the loss, his policy requires a copy of the police report to clear coverage for the loss and handle his vehicle repairs. Mr. ******* was advised **** would inspect his vehicle and prepare an approved repair estimate that will be paid once a copy of the police report is received.        

      On November 13, 2024, the material damage team completed an approved preliminary estimate for Mr. *******s vehicle. ********** was advised during a phone call that the police report had not been received;therefore, payments could not be remitted for the approved preliminary estimate at that time. Mr. ******* advised he was aware of the police report requirement.

      On November 19, 2024, Mr. ******* contacted the adjuster to advise he dropped his vehicle off at the shop of his choice and the shop will begin repairs. The adjuster advised the police report ordered through our vendor was not yet received. Mr. ******* confirmed he did not have a copy of the police report either. The adjuster again stated the police report is required prior to payments being made on the claim.

      On November 20, 2024, Mr. ******* called and requested the status of his payment for repair. The adjuster advised the police report was not available yet. Mr. ******* advised that his attorney may have a copy of the police report. On that same day, the adjuster contacted **********s attorney to request a copy of the police report. There was no answer so the adjuster left a voicemail for a return call.

      On November 22, 2024, the adjuster contacted ********** to advise the police report was not available and no payments would be remitted until the report was received.
      On November 25, 2024, the adjuster contacted ********** to advise the police report was not available and payment could not be remitted until the report was received. The adjuster contacted the police department directly to inquire about the status of the report.

      The requested police report was received on December 2, 2024. The police report confirmed the information reported by Mr. *******.

      Payment was issued to Mr. ******* for the approved repair estimate on December 3, 2024.

      On December 5, 2024, Mr. ******* contacted the claims department to advise his vehicle was at the shop for over three weeks waiting for First Acceptance to send a copy of the approved estimate. ********** was reminded the police report was required prior to any approved payments and that he was informed to take his vehicle to the shop only after **** validated the claim coverage with the police report.

      On December 10, 2024, Mr. ******* advised his shop of choice does not agree with our approved daily shop rate and wants to negotiate the price. Mr. ******* was informed that the shop will need to submit a supplement request and **** would review for approval.

      Mr. ******* was informed early in the investigation of ***** claims process regarding the requirement of the police report prior to approval for payment for repairs. The photos and repair estimate attached to this response will confirm that the damage to Mr. *******s vehicle is minor and that the vehicle was drivable. There was no apparent need for the vehicle to be dropped off at the body shop prior to the resolution of the investigation.

      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: 2

    • Initial Complaint

      Date:11/30/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 June 27th 2024 I was involved in a car accident ( there insured vehicle hit me from behind) And totaled out my vehicle sent them the payout on July 19, 2024 was in contact at the time with Mr. ***** ****** the last time I had contact with Mr. ****** was on August 7, 2024 when he advised me that I did not qualify to receive a loaner car from them because my car had been totaled out I have contacted the insurance company that I had at the time which is Geico to contact for acceptance to gain possession of the vehicle so that I could have them to pay it off and pay me out for my vehicle for acceptance would not answer GEICO nor myself as far as my vehicle goes I have been taken cabs and catching rides because I have no vehicle I cant obtain a new vehicle because I have to pay off my current loan. They are taking no actions to help me. Mr. ****** will not return phone calls his supervisor will not return phone calls so I am coming to the BBB to help me with this issue. I need to be paid for my vehicle so that I could pay my current loan off to obtain a new vehicle.

      Business Response

      Date: 12/05/2024

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

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

      This claim was reported to First Acceptance Insurance Company, Inc. (FAIC) on June 27, 2024. Once coverage and liability investigation was complete, the claim was transferred to the total loss department on July 17, 2024.

      The total loss adjuster completed their review and completed the settlement work up and sent it to supervisor for authority.

      The total loss adjuster contacted Mr. ******* on July 18, 2024, and advised him that his vehicle was deemed a total loss. The total loss adjuster explained the total loss process and required paperwork. ********** advised that he had a lienholder and that he would email the total loss adjuster the lien holder information so a letter of guarantee and copy of the title could be requested.

      On July 22, 2024, Mr. ******* provided the total loss adjuster his lien holder information and payoff amount via email.

      On July 24, 2024, the total loss adjuster called ********** to let him know that he received the lien holder information and was still waiting on supervisor approval.

      On July 30, 2024, FAIC received the letter of representation from Mr. ******* attorney.

      On August 2, 2024, the adjuster attempted to contact the attorneys office but was advised that he could leave a message with the secretary, and she would give it to the attorney.

      On August 7, 2024, the total loss adjuster received an email from Mr. ******* daughter requesting an update on her fathers claim.The adjuster responded and advised they were awaiting the supervisors approval.

      On September 3, 2024, another call was made by the adjuster to the attorneys office but was forwarded to the attorneys voicemail. However, the voicemail box was full, and they were unable to leave a message.
      On September 5, 2024, the supervisor gave the total loss adjuster authority for the settlement amount to be given to Mr. ********

      At this time, an offer has been extended to ********** and the total loss adjuster is awaiting his response.

      We regret that Mr. ******* experienced frustration with his claim due to the delayed settlement offer. The adjuster has been coached on the importance of providing settlement offers expediently upon receipt of supervisor approval.First Acceptance Insurance Company strives to create a courteous, service-oriented,working relationship with our customers to resolve each claim in a timely and equitable manner.

      Thank you for allowing us the opportunity to respond.Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to ******************************************************

      Sincerely,

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

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

    • Initial Complaint

      Date:11/29/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 opened an insurance policy for a vehicle I was shopping for. I ended up not taking possession of the car, and called to request a refund on 10/28/2024. As of 11/29/2024 I have not received a refund, and customer service agents tell me they are unable to help me with my case. They hang up on me frequently and transfer me to departments that do not exist.

      Business Response

      Date: 12/09/2024

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

      First Acceptance Insurance Company (FAIC) issued policy CSGA ****** for Ms. **** per the electronic application and payment processed by Ms. ****s independent agent.

      Initially FAIC received the insureds request to cancel form, signed by Ms. ****, requesting cancellation of her auto policy effective October 28, 2024.  The cancellation request was processed and the unearned premium credit of $161.80 was credited back to the bank card on file.

      Upon receipt of the BBB complaint filed by Ms. ****, a copy of a letter from ******* was provided as verification that Ms. **** did not take possession of the insured vehicle listed on the insurance documents.  FAIC had not received a copy of the Carvana documentation prior to the filed complaint.  Based on this added information, FAIC has revised the cancellation date back to October 15, 2024, policy inception therefore, **** will be refunding the full down payment of $323.37.  A second credit of $161.57 will be credited back to the bank card on file. Our management team has made multiple attempts to contact Ms. **** to discuss this matter directly. Unfortunately, we have been unable to reach ***************************************** apologizes for any unsatisfactory customer service Ms. **** may have experienced. We understand how frustrating this can be, and we are continuously working to improve our service to ensure that all customers receive timely and helpful assistance.

      Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to ***********************************************************************************************.

      Sincerely,
      ******* ******
      Manager, Call Center
      **************************
      ********************************************************************************************

    • Initial Complaint

      Date:11/26/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 11/19 at around 8 AM, a vehicle insured by the company hit my car. I opened a claim with them and was told the adjuster would call in ***** hours. I called the adjuster, the supervisor but no one will get back to me. I was told I would be sent a link to submit photos of the damage, but that has not happened either. I am enclosing the claim number below.

      Business Response

      Date: 12/05/2024

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

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

      On December 4, 2024, the supervisor contacted ********* and apologized for the lack of communication regarding her claim.

      The supervisor advised Ms. ****** to provide the evidence she has from the accident scene for review. Ms. ****** stated she has photographs and will review her call log and text message history with the insured driver for information to provide for review.

      The supervisor scheduled Ms. ******* recorded statement for today, December 5, 2024, and the adjuster will contact her to obtain her statement at the scheduled time.

      We regret that Ms. ****** experienced a delay with receiving communication regarding her claim. 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 *****************************************************

      Customer Answer

      Date: 12/10/2024

       
      Complaint: 22608174

      I am rejecting this response because: Yes, ******** called the day she did say she called, and explained the process. To date, my calls to ******** the adjuster has been unanswered, and no one else from the company has reached out to me. That was the one and only conversation I have had with anyone there. NO one has called for me to submit a statement or anything else. 

      Sincerely,

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

      Business Response

      Date: 12/19/2024

      Dear Ms. ****************** is in response to the follow-up regarding the complaint filed by Alainn ******,stating the adjuster has not been in contact with an updated claim status.

      Unfortunately, the claim made by Ms. ****** is accurate. Ms. ****** was advised by the supervisor that the adjuster would contact her on December 5, 2024, to obtain her recorded statement. The adjuster did not make any attempts to contact Ms. ****** until after receipt of the follow-up complaint on December 10, 2024. The adjuster obtained Ms. ******* recorded statement during their December 10, 2024, phone call.

      The claim is currently being handled under a reservation of rights, as a possible coverage issue has been discovered. On December 16, 2024, the adjuster apprised Ms. ****** of the possible coverage issue.

      Thank you for allowing us the opportunity to respond.Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to *****************************************************.

      Sincerely,

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

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


      Enclosures: (1) 

    • Initial Complaint

      Date:11/23/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In May of 2024 my daughter was in need of a non- owners ** 22. As she did not own a car but needed to have state minimum coverage. I assisted her in getting quote for the non-owner **-22. The insurance agent, my daughter and myself was on the phone. Through an car insurance compare site we were paired with an insurance company; first acceptance. It was communicated to my daughter and myself that she would have state minimum coverage along with an ** 22. Her ** 22 would satisfy the requirements of getting her license back. She would also have coverage in the event she accident, the insurance would cover the other parties damage up to a certain amount. I paid the down payment of $ ****** to start policy. This past March my daughter was in need of a non- owners ** 22. As she did not own a car but needed to have state minimum coverage. I assisted her in getting quote for the non-owner **-22. Through an car insurance compare site we were paired with an insurance company. My daughter paid her insurance every month. Any time she was unable to pay it she would ask to borrow the funds from me to pay it. On June 29, 2024 She was had a minor accident that she was found at fault for. Both cars had minor surface scrapes. The information that she provided to the insurance company were taken over 2 weeks after the accident and non related to this accident. The other party did never submitted estimates from the accident. First acceptance denied covering the claim. It made no sense to me. I called first acceptance and asked what does an non owners ** 22 cover. A first acceptance insurance representative told me it covers the damage to the other car if you're in an accident. Additionally, I had liability coverage on that car as well. First acceptance is refusing to cover the very thing the insurance policy covers. As a result we are being held liable for the damages. We would not have made sure to pay the insurance month after month and not have coverage.

      Business Response

      Date: 11/26/2024

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

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

      The claim was reported to First Acceptance Insurance Company, Inc. (FAIC) on July 10, 2024, by the claimant vehicle driver ****** *********** Ms. ********** advised our insured, ***** ****** struck their vehicle during a wide turn entering the lane of travel of the claimant *********** ******* policy is a non-owners policy.

      Our claims representative attempted to contact ********* for a recorded statement on July 12, 2024, but had to leave a voicemail message requesting a return call. A contact request letter was sent to ********* via email and mail.

      Our claims representative spoke to Ms. ********** on July 12, 2024, obtained a detailed recorded statement and advised our claim coverage is under investigation as the vehicle Ms. ****** was driving at the time of loss was not listed on the policy. Ms. ********** advised that the vehicle driven by the insured was owned by ******* *****, and insured through State Farm Insurance. Ms. ********** advised State Farm denied coverage for the loss and referred the claimant to First Acceptance for review of coverage for the loss.

      On July 12, 2024, photos of Ms. *********** vehicle were requested for review to allow our material damage team could prepare a repair estimate. Our claims representative explained that we were attempting to reach Ms. ****** to confirm the loss facts and that further investigation into coverage for this loss was needed due to this loss involving an unlisted vehicle.

      On July 12, 2024, our claims representative contacted ********** to confirm the final coverage decision for the loss. The representative ***** explained that the vehicle driven by our insured was owned by their insured ******* ***** who is ***** ******* mother. State Farm advised their policy would not afford coverage for ***** ****** because she is not a resident of ******* ****** household.

      Our claims representative attempted to contact ********* for a recorded statement on July 15, 2024, but had to leave a voicemail requesting a return call.
      Our claims representative attempted to contact ********* for a recorded statement on July 16, 2024, but, again, had to leave a voicemail requesting a return call.

      Our claims representative attempted to contact ********* for a recorded statement on July 25, 2024. With no response, our claims representative left a voicemail for a return call. The assigned adjuster sent a lack of cooperation reservation of rights letter to the Ms. ****** via certified mail.

      Our claims representative spoke to Ms. ****** on July 30, 2024, obtained a detailed recorded statement, and explained coverage is under investigation due to the unlisted vehicle she was driving at the time of loss. During the recorded statement Ms. ****** advised she uses the unlisted vehicle at least five times a week on average. The insured also confirmed she can use the unlisted vehicle as often as she needs to with no restrictions. Our claims representative explained to Ms. ****** that her non-owners policy excludes liability coverage due to the frequent and or regular use of an unlisted vehicle.

      On July 30, 2024, a final coverage decision was made to deny liability coverage for this loss. Coverage denial letters were sent to the named insured and the claimant.

      A detailed coverage denial letter with the following policy exclusion wording was sent to Ms. *******

      DEFINITIONS USED THROUGHOUT THIS POLICY

      23. Regular use or frequent use means the insured auto is furnished or available for the operation or use of a person for more than twenty-four (24) hours, cumulatively or consecutively, at any time during the policy term as shown on the Declarations Page or any person that has used or operated the insured auto on two (2) or more occasions during the last ninety (90) days.

      FORM OH-104 NAMED NON-OWNER COVERAGE
      Coverage under this policy does not apply to you for:
      4. Any loss or accident arising out of the ownership, maintenance or use of any vehicle furnished or available for the regular use or frequent use of you, a resident or a relative.

      On July 31, 2024, our claims representative contacted Ms. ********** to advise her of our coverage denial decision.

      Our coverage denial is based upon the known factors of the coverage decision and is supported by the policy wording.

      FAIC does not insure Ms. ****** *****, or the vehicle owned by Ms. ****** Ms. ***** is not listed as a covered driver and her vehicle is not listed as a covered auto on the policy. FAIC owes no duty to defend Ms. ***** as the owner of a non-owned auto as stated in the following section of our policy:

      PART A: LIABILITY COVERAGE
      OTHER INSURANCE

      If an insured is using a non-owned auto, this liability insurance will be excess over any other insurance or self insurance regardless of any provisions of any other policy available to the user. However, if the ********************** on the non-owned auto has limits equal to or greater than the applicable minimum financial responsibility law, there is no excess liability insurance available under this policy.

      We have no duty to defend the lessor or owner of a non-owned auto under this Part.

      Therefore, **** recommends Ms. ***** contact her carrier, State Farm, for a second coverage opinion as they insured the vehicle in question and Ms. ***** at the time of loss.

      We regret that Ms. ******* ***** experienced frustration with her claim and can assure you that First Acceptance Insurance Company strives to create a courteous, service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner.

      Thank you for allowing us the opportunity to respond.Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to ******************************************************

      Sincerely,

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



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


      Enclosures: 1

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