Complaints

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

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  First Acceptance Insurance Company

  3813 Green Hills Village Dr Nashville, TN 37215-2610

• 

  First Acceptance Insurance Company

  605 Carriage House Dr Ste Q Jackson, TN 38305

• 

  First Acceptance Insurance Company

  4338 Broadway Knoxville, TN 37917

• 

  Acceptance Insurance

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

• 

  First Acceptance Insurance Company

  2477 Cobb Pkwy SE Smyrna, GA 30080-3000

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:11/22/2024

  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 was involved in a car acccident on 11-7-2024 and i was rear ended from behind.I Have email someone from the claims department on the situation asking about how long do I have to wait for an estimate on behalf of my vehicle.they are very rude and also email me back stating she would not respond back to my ******** just trying to resolve this issue and want my vehicle *********** not seeking the answer what have ask on several emails concerning my vehicle.

  Business Response

  Date: 12/04/2024

  Dear Ms. ******* *****:
  
  This is in response to the complaint filed by ***** *****.
  
  The claim was reported to First Acceptance Insurance Company, Inc. (FAIC) on November 8, 2024, by the complainant.
  
  Our claims representative obtained a recorded statement with the complainant on November 11, 2024. Once the recorded statement was complete our assigned adjuster explained the claims process. The complainant advised during the statement that an unlisted driver, ***** ****** was operating our insureds vehicle at the time of the accident. The complainant was informed by our claims representative that there may not be coverage for this loss due to an unlisted driver using our insureds vehicle.The complainant was informed we needed a recorded statement from the unlisted driver and our named insured to complete the pending coverage and liability investigation. The complainant was advised of his duty to mitigate his damage while we investigate the claim. A letter explaining a coverage investigation was pending was sent to the complainant as well for his records on November *******.
  
  Our claims representative attempted to contact the insured for a recorded statement on November 11, 2024. With no response, our claims representative left a voicemail for a return call. The assigned adjuster sent a contact request letter to the insured via email and mail.
  
  Our claims representative attempted to contact the insured for a recorded statement on November 12, 2024, but received no answer.A voicemail was left for a return call. The assigned adjuster sent a contact request letter to the insured via email and mail. Our claims representative sent an email update to the complainant explaining that we have not been able to reach our insured and will continue our efforts to resolve the claim.
  
  Our claims representative attempted to contact the insured for a recorded statement on November 13, 2024. With no response, our claims representative left a voicemail for a return call. The assigned adjuster sent a contact request letter to the insured via email and mail.
  
  Our claims representative attempted to contact the insured for a recorded statement on November 15, 2024, our claims representative left a voicemail for a return call. The assigned adjuster sent a contact request letter to the insured via email and mail.
  
  Our claims representative attempted to contact the insured for a recorded statement on November 18, 2024, the claims representative left a voicemail for a return call. The assigned adjuster sent a contact request letter to the insured via email and mail.
  
  Our claims representative contacted the complainant to inform him of the claim status as we were still unable to reach our insured to finalize coverage.
  
  Our claims representative attempted to contact the insured for a recorded statement on November 21, 2024. The claims representative left a voicemail for a return call. The assigned adjuster sent a contact request letter to the insured via email and mail.
  
  Our claims representative attempted to contact the insured for a recorded statement on November 25, 2024. The claims representative left a voicemail for a return call. The assigned adjuster sent a contact request letter to the insured via email and mail.
  
  On November 29, 2024, after no response from our insured regarding our multiple attempts to reach our insured, the claims representative submitted the known evidence received and the police report to make a final coverage decision.
  
  On December 1, 2024, the final coverage decision was made. Based upon the evidence received, we confirmed ***** ****** is a long-term resident of the insureds household. Upon review of the insureds policy, we determined there was no coverage for this loss due to ***** ****** being a resident of our insureds home. Our insureds policy excludes coverage for anyone who resides in the same household as the insured that is not added to the policy as a driver. Formal denial letters were drafted and sent to the complainant and all associated parties via mail.
  
  On December 2, 2024, our claims representative contacted the complainant to advise of the formal coverage denial decision.
  
  The complainant was informed during the initial conversation of the coverage issue regarding the unlisted driver and the possibility of a coverage denial. The complainant was updated regularly throughout the investigation of the status of the claim. We made aggressive attempts to reach our insured and ***** ****** to confirm if ***** *** have insurance through another carrier.
  
  FAIC completed a lengthy and thorough investigation prior to finalizing coverage for this loss.
  
  We regret that Mr. ***** experienced frustration with her claim and can assure you that First Acceptance Insurance Company strives to create a courteous, service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner.
  
  Thank you for allowing us the opportunity to respond.Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to *****************************************************.
  
  Sincerely,
  
  **** ********
  Regional Claims Director
  **************************
  **********************************************************************************************
  
  
  cc: Compliance Analyst at *****************************************************
  
  
  Enclosures: (2)  

• Initial Complaint

  Date:11/18/2024

  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.

  One of their policy holders hit my truck on 10/27/2024 but refused to give me their insurance information and left the scene of the accident before the Florida Highway Patrol arrived. *** was able to give me there insurance information by running their license plate number. Their policy number is 29CSFL000427085. FHP Trooper ***** Badge No. 5009 gave me a case number FHP24ON0543455 and was supposed to file report. I filed a claim with First Acceptance Insurance Company on 11/1/2024. My claim number is 0092418273-003. They assigned a insurance adjuster named *****. I spoke with ***** on 11/18/2024. ***** said that they have not been able to contact their policy holder, and that they are refusing to pay claim until they here from him, therefore participating in policy holders fraud of refusing to give me his insurance information at the scene of the accident. ***** said to me that I could be filing a false claim, despite the fact that I have a FHP case number, a picture of their policy holders license, registration, and a picture of him and his car. ***** is refusing to move forward with this claim until they hear from their policy holder, so if he never responds to them I guess they are not going to pay me for the damages to my truck caused by one of there insured drivers. That doesn't sound right to me. The reason he refused to give me his insurance information was because he doesn't want a claim on his insurance, so of course he's not going to respond. His actions alone have already established that he is at fault for this accident, so there should be no delay in paying for the damages caused by their policy holder.

  Business Response

  Date: 11/25/2024

  Dear Ms. ******* *****:
  
  This is in response to the complaint filed by ***** *******.
  
  The claim was reported to First Acceptance Insurance Company, Inc. (FAIC) on October 31, 2024, by complainant ***** *******.  A claim was established with a designated claim number of 0092418273.  An adjuster was immediately assigned to investigate the coverage, facts, and claimed damages. 
  
  On November 1, 2024, the assigned adjuster contacted the complainant, ***** ******** and a recorded statement was obtained.  An attempt was made to contact our insured,****** ******* and we left a voicemail requesting a call back.
  
  On November 1, 2024, a contact request letter was mailed to our insured, ****** ******. 
  
  Subsequent phone calls to *** ****** were made on November 4, 5, 13, and 18, 2024. A voicemail was left after each attempt.
  
  In addition to phone calls, emails were sent to ********* on November 4, 2024, and November 18, 2024, requesting he contact his adjuster regarding the claim.
  
  On November 18, 2024, the adjuster spoke to ***** ******* and advised, that they were still pending our insureds statement and/or a police report to confirm the accident occurred and determine if ********* was responsible for *** ******** damages. *** ******* advised that he is unsure if a police report was completed because he went to the station to get it and is unsure if they spoke to ****** ******. The adjuster advised that **** is unable to accept liability without confirmation that the accident occurred,and that our insured is responsible.  ********** advised that he had a photo of our insured across the interstate, a copy of his registration, and his insurance information. The adjuster advised ********** that he could provide additional evidence for review.   
  
  As of November 20, 2024, no additional evidence had been received to confirm the accident occurred and that *** ****** was at fault. A letter was mailed and emailed to *** ******* advising him of this.
  
  On November 21, 2024, FAIC received photos of the insureds drivers license, photo of insured with his vehicle on the side of the interstate, insureds registration, and photos of *** ******** damage. The adjuster attempted to contact *** ******* and left a voicemail regarding the information he provided. 
  
  On November 22, 2024, a letter was mailed and emailed to our insured, ****** ******* advising of the evidence received and FAIC will accept liability for this accident if no response received by close of business November 25, 2024.  The adjuster attempted to contact *** ******* to inform him of this update but had to leave a voicemail. 
  
  If no response is received from *** ******* FAIC will move forward with handling *** ******** damages. 
  
  We regret that *** ***** ******* experienced frustration with his claim and can assure you that First Acceptance Insurance Company strives to create a courteous, service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner.
  
  Thank you for allowing us the opportunity to respond.Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to *****************************************************.
  
  Sincerely,
  
  ******* L. *****
  Director, Property Damage
  **************************
  ********************************************************************************************
  
  
  cc:Compliance Analyst at *****************************************************

  Customer Answer

  Date: 11/25/2024

  They are lying about evidence request.

  I told ***** *********, the adjuster that I had evidence and ***** didn't care and never asked until a phone call from ***** on November 20th at 4:16pm. I told ***** to send me an email, which i received at 4:19pm. At 4:25pm I responded to email with my evidence, then at 4:51pm I received email containing a denial of claim letter.

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22574370
  
  I am rejecting this response because: They are lying about evidence request.

  I told ***** *********, the adjuster, that I had evidence and ***** didn't care and never asked until a phone call from ***** on November 20th at 4:16pm. I told ***** to send me an email, which i received at 4:19pm on November 20th. At 4:25pm on November 20th I responded to email with my evidence, then at 4:51pm on November 20th I received an email containing a denial of claim letter.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 12/05/2024

  Dear Ms. ******* *****:
  
  This is in response to the rebuttal submitted by ***** *******.
  
  In response to Mr. ******** allegations that the adjuster was made aware of the evidence prior to his complaint, he spoke to his adjuster on November 18, 2024, and was that liability was pending as **** did not have our insureds statement nor a police report. Mr. ******* advised he was unsure if a police report was completed. Mr. ******* asked what would happen if there was no police report and the adjuster advised him, without any evidence, FAIC cannot proceed with handling his damages. Mr. ******* advised he had photos of our insured from across the interstate, as well as his registration, and insurance information.  The adjuster advised Mr. ******** that he could provide the evidence for review but was unable to provide a decision without seeing the evidence. The adjuster informed Mr. ******* that in the meantime; he can pay out-of-pocket for a rental vehicle or file with his own carrier.  Mr. ******* said Okay and disconnected the call.
  
  On November 20, 2024, at approximately 1:21pm, the adjuster contacted Mr. ******* to inquire if he was going to provide the photographs as previously discussed. Mr. ******* claimed the adjuster never asked for them,but the adjuster advised they were requested during their November 18, 2024, phone call. The adjuster sent Mr. ******* an email on November 20, 2024, and advised that he could use her email to submit the documents. 
  
  A letter was emailed to Mr. ******* on November *******, at 4:51pm explaining the denial for no proof of occurrence. The email with his supporting evidence was stamped November 20, 2024, at 6:38pm which was after close of business.  The evidence was reviewed on the next business day, November 21, 2024. Payment was released on November 27, 2024, for $1,126.39, which was the amount of the original estimate.
  
  Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to *****************************************************.
  
  Sincerely,
  
  ******* L. *****
  Director, Property Damage
  **************************
  ********************************************************************************************
  
  
  cc:Compliance Analyst at *****************************************************
  
  Enclosures: 5
  

  Customer Answer

  Date: 12/06/2024

  More and more lies from First Acceptance Insurance Company.

  However, here we are now and First Acceptance Insurance Company is not paying in full my damages caused by their insured.

  My repair estimate is $3,260.08 and that doesn't include my cost for my loss of use of my vehicle and other expenses associated with this accident.

  First Acceptance Insurance Company is admitting they are refusing to fully compensate me by only paying $1,126.39 for repairs to my vehicle.

  How can this company be allowed to under pay claims? This company needs to be put out of business. Their employees are actively engaging in a scheme to under pay claims in order to increase their own bonuses. These people are not good people and they should be ashamed of themselves.

• Initial Complaint

  Date:11/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a vehicle hit my car on 7/31/24, and the insurance company that was the other parties were responsible for the accident. I filled a claim (claim number 0012403145-003) with them, First Acceptance Insurance Company, my vehicle went into the body shop on 9/3/24 and was picked up on 9/27/24. They were supposed to have me a rental car on 9/3/24 and the rental company he said he had reserved a vehicle from said they wouldnt have a vehicle for me until 9/11/24. I wasnt able to wait for a rental until then. I found a rental car from a company beside the auto body shop, ******* Van and car rental, that I had to walk to to get and had to pay out of pocket for. I have tried multiple times reaching out to the adjuster, ******** ****** , as well as the supervisor, ******** ******, via email, voicemail, and through the support group. I was finally able to speak to the adjuster on 10/7/24 but was told that I had to send in another form which I had already submitted on 9/27/24. Was told then 10/7/24 it would be sent in for a reimbursement, and havent been able to get ahold of anyone since. My rental was for $1411.44 from 9/3/24-9/27/24 which was the time it was in repair, no more no less. When I was finally able to talk to someone again I was hung up on 3 times in a row. I dont know what to do at this point and am out $1411.44 since 9/27/24. Again I have only spoken with the adjuster 1 time (10/7/24) since 9/3/24. It is 11/18/24 and am still being hung up on every time I have called, even with the customer care service, I do not appreciate the unprofessional and rudeness of the entire company. I only want to be reimbursed for the rental that they were supposed to be responsible for. I am at a point to were I feel my only option is to have a lawyer involved. The number for the insurance company is ************** and the adjusters number is **************. Not sure what I need to do, since I have no ability to speak with someone/anyone regarding the situation.

  Business Response

  Date: 11/25/2024

  Dear Ms. ******* *****:
  
  This is in response to the complaint filed by ***** ********.
  
  On October 7, 2024, Ms. ***** ******** advised the adjuster that she paid out of pocket for her rental vehicle and was requesting reimbursement.
  
  On October 9, 2024, the adjuster spoke with Ms. ******** and requested she email her rental receipts for review.
  
  On November 18, 2024, the adjuster forwarded the rental receipts to the supervisor for approval.
  
  On November 21, 2024, the supervisor instructed the adjuster to resubmit the payment for review after mileage deduction. On November 22, 2024, the supervisor approved the reimbursement expense, and a check made payable to Ms. ********* has been requested.
  
  We regret that Ms. ******** experienced a delay with rental reimbursement payment. Payment has been approved and a check requested.
  
  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 *****************************************************

• Initial Complaint

  Date:11/14/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 24th I called Freeway Insurance looking for a price quote for 2 cars. The gentleman that I talked to quoted me $389 a month, which is was cheaper than I currently pay for car insurance. Told him I'd like to switch to First Acceptance that was working through but I didn't want it to start til Oct 1rst since I already had insurance and that would give me time to call and cancel with them.He told me not to worry because he couldn't start the policy til Oct 10th my insurance company would reimburse me for the rest of Oct when I canceled.I got a bill from First Acceptance 2 weeks later stating that I had already paid $508 as a down payment for my insurance policy that started on September 24th and now I needed to pay the $380 for the month ********** not only did I now get billed more than what the agent quoted me but he also started the policy before he said he would. I called Freeway Insurance and talked to him and he claimed stupid and kept hanging up on me. Finally got through and talked to the supervisor and she had me fill out a cancelation form electronically but something still didn't feel right and she kept hanging up on me. So I then called First Acceptance and they had me fill out a cancelation form electronically and assured me that my policy stopped on that day and I would be refunded.

  Business Response

  Date: 11/21/2024

  This is in response to the complaint filed by Ms. **** *****, regarding the status of her automobile insurance policy.
  
  On September 24, 2024, Freeway Insurance, an independent insurance agency, electronically submitted a personal auto application on behalf of Ms. ****** To activate the personal auto policy with First Acceptance Insurance Company (FAIC), the down payment in the amount of $393.41 was posted to the policy account issuing policy CSFL 447324.
  
  On October 3, 2024, an invoice and notice of cancellation was sent to Ms. ***** for her next invoice payment due on October 10, 2024. The notice advised that a payment of $388.32 is due or her policy would cancel on October 24, 2024.
  
  On October 4, 2024, Ms. ***** contacted the **** *************************** requesting to cancel her automobile policy because of incorrect information regarding the effective date of the policy. Ms. ***** signed the cancellation form and sent proof that she had insurance coverage still in effect with another carrier.
  
  On November 21, 2024, **** issued a refund check #******* for the full premium payment amount of $393.41 and was mailed to Ms. ******  Please allow 5-7 days to receive the refund check, depending on the mail delivery service.
  
  FAIC can respond to the amount of premium posted to the policy and the refunded premium to  Ms. ******  Any other payment difference should be directed at Freeway Insurance.
  
  
  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:11/12/2024

  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.

  2 of my vehicles were hit by a client of First Acceptance, they are very very very very difficult to get a hold of. they kept putting the blame off on another insurance company which was fully accurate, however, now it has been a month since and I cannot get a hold of my adjuster **** ******* or his supervisor *** *****. They would not supply rental car, said to get one and then submit receipt and I will get reimbursed, well it has been almost 6 months and thankfully enough I did not. I am trying to get the insurance claim done and over with so I can move past this whole disaster. They will not respond to my calls, I write an email every other week (yes I have them) and sometimes they will respond, but most of the time it takes 2 emails to get a response. They tell me its under subrogation, which I do understand, but it should not **** * months, I have since repaired both of my vehicles with my own time and money and they are aware, and also got permission to do so. Now just trying to get my money back.

  Business Response

  Date: 11/20/2024

  Dear Mrs. ****************** is in response to the complaint filed by ******** *****
  
  This claim was reported to First Acceptance Insurance Company, Inc. (FAIC) on May 15, 2024, by ******** ***** She reported that our insured, ******* *****, was operating their vehicle when they collided with three parked and unintended vehicles.
  
  On May 16, 2024, statements were obtained from all parties to complete the claim investigation. The investigation confirmed that the insured was liable for the damage to the claimant vehicles. All claimants, including *** ****, were advised the available policy limits would likely not cover the full cost of repairs to the damaged vehicles. All claimants, including *** ****, were advised to file through their insurance companies, if able. Due to the limits issue all claimants were advised **** could not provide rental vehicles, but they could submit reimbursement as needed.
  
  By June 6, 2024, **** confirmed that the damage to two of the three vehicles was being handled by other insurance carriers. *** **** was advised that due to the limits issue, **** could not remit payment for any damages until the subrogation demands were received from Progressive and ****, and pro rata calculations were completed. Unfortunately, the adjuster could not provide a timeline as they are unaware of, and have no control over, Progressive and ***** repair and demand processes.
  
  *** **** was provided updates on July 18, 2024, and July 22, 2024. On September 10, 2024, the adjuster followed up with **** and was advised they had to finalize the salvage portion of their claim prior to submitting their demand package. **** did not provide an estimated date for their demand submittal. On that same day, the adjuster reiterated this information to *** *****
  
  *** **** was advised on October 17, 2024, and November 13, 2024, that FAIC was still pending ***** subrogation demand to complete the pro-rata calculations. On November 14, 2024, **** submitted their subrogation demand to ***** The adjuster contacted *** **** that same day to advise all subrogation demands had been received and were currently under review. Once all demands have been reviewed a final pro-rata calculation will be completed to determine the settlement amounts to be extended to each claimant and/or insurance carrier.

  
  We regret that *** **** experienced frustration with their claim and can assure you that First Acceptance Insurance Company strives to create a courteous, service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner.
  
  Thank you for allowing us the opportunity to respond.Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to ******************************************************
  
  Sincerely,
  
  **** T. ********
  Property Claims Director
  **************************
  **********************************************************************************************
  
  cc:Compliance Analyst at *****************************************************

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22547271
  
  I am rejecting this response because: The dates you have listed, while some may be correct, some are not, First Acceptance had been notified by email that on oct. 22 2024, **** had sent the subrogation report over, and did not get an email or phone call stating whether or not that was confirmed. The lack of communication has been the biggest complaint, I have asked for an update every 2 weeks, and I actually would write to try and get one, as well as when calling, the people are less then polite, and then how long this whole process is taking is unacceptable. As a matter of fact I was told last week I would recieve a phone call the earlier part of this week 11/18/2024-11/22/2024 with an update. That has not happened and today is 11/20/2024. 

   

  What is fixable is the communication and letting people know where they claim, and I believe and email once every 2 weeks is not to much to ask for.
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 12/11/2024

  Dear Mrs. ****************** is in response to the complaint filed by ******** ****.
  
  First Acceptance received an intent to subrogate letter from **** dated October 17, 2024, and received on October 28, 2024. The final demand for subrogation was received as an E-Subro via Arbitration Forms website on the date mentioned below, confirmation and communication are handled through the E-Subro website. First Acceptance has not received any email demands from ****.
  
  Mr. **** was provided claim updated on November 14, 2024 and November 22, 2024, a release was sent to ******** **** for the pro-rata settlement for the damage to the 1993 **** Explorer. On December 3, 2024, ******** **** advised a refusal to sign the release as there was unaccounted customization done to his vehicle.
  
  Currently, First Acceptance will need a signed release from Mr. **** to issue payment on his property damage claim.
  
  Thank you for allowing us the opportunity to respond.Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to *****************************************************.
  
  Sincerely,
  
  **** T. ********
  Property Claims Director
  **************************
  **********************************************************************************************
  
  cc: Compliance Analyst at *****************************************************
  
  
  Enclosures: 1 

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22547271
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ****

  There was no refusal as I was asking additional information on the claim. The additional information was to make sure that the title reminder clean and clear and that I would not receive a certificate of destruction. After numerous phone calls I finally was advised by 2 people that they do not have enough money to go around from the policy that first acceptances client has. So basically I am stuck with what they are offering money wise. Also its worth mentioning that they letter that was sent gave zero directions of where to send letter once signed and notarized

  Business Response

  Date: 12/19/2024

  Dear Mrs. ****************** is in response to the follow-up regarding the complaint filed by ******** ****.
  
  As stated in our first response, Mr. **** was first advised of the limits issue and possible pro-rata on May 16, 2024, then again on June 6, 2024, July 18, 2024, and July 22, 2024.
  
  The mailing address and return instructions for the release, were included on the cover page. The claims adjuster and the claims manager were available via email or phone to answer any questions Mr. **** had regarding the completion or return of the release. Any questions regarding the completion or return of the release could have also been addressed during Mr. ***** phone call with the subrogation adjuster on December 3, 2024.
  
  On December 13, 2024, Mr. **** requested the adjuster provide written confirmation that his title would remain as it was prior to the collision. The adjuster mailed the requested letter the same day.
  
  The signed release has since been received, and payment remitted to Mr. ****************** you for allowing us the opportunity to respond.Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to *****************************************************.
  
  Sincerely,
  
  **** T. ********
  Property Claims Director
  **************************
  **********************************************************************************************
  
  cc:Compliance Analyst at *****************************************************
  
  
  Enclosures: 3
  

• Initial Complaint

  Date:10/31/2024

  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 was in a car accident on 10/13/2024. The other party involved was at fault and I am going through their insurance. I have a police report stating their client made an unsafe left turn, causing the accident. I have a video of the accident and I even provided them with the police report. I have contacted them multiple times and have been told that only the adjusters assigned to my claim can assist me. I've called and left multiple messages and have only gotten two calls back from adjuster **** ***** and zero calls back from adjuster ******* Sash. I have had one initial conversation with ******* Sash because I was calling. Today, after many calls ******* Sash finally answered my call. Right after I provided my name and stated that he hasn't returned any of my calls he said he was having trouble hearing me, to call back and hung up on me. I immediately called multiple times and all of my calls then went straight to voicemail. **** ***** has told me that my car is a total loss but he cannot move forward until ******* Sash determines liability. This shady insurance company is trying to avoid closing my claim and paying for the damages to my vehicle. They won't even provide me with a rental. Please help me! I'm going on three weeks without transportation. Feel free to contact me with any questions. Thank you.

  Business Response

  Date: 11/07/2024

  Dear Ms. ****************** is in response to the complaint filed by ****** ******.
  
  The first notice of loss for the claim referenced was received from the driver of our insured vehicle on October 16, 2024.Unfortunately, our driver had no information on any other parties involved.First Acceptance Insurance Company (FAIC). After the first report, the property damage adjuster initiated contact with our insured driver. On October 21, 2024,FAIC received a phone call from ****** ****** who advised she was attorney represented.  Due to the representation,FAIC could not obtain a statement of loss facts from Ms. ******* however **** did initiate the appraisal process of Ms. ****** vehicle and set her a link for vehicle photos.
  
  FAIC had determined that coverage was cleared,however liability remained under investigation. On October 23, 2024, the bodily injury adjuster was assigned the injury portion of the claim due to the attorney representation.  On October ******** contact was initiated with our insured driver to verify the facts of loss and called Ms. ****** attorney to provide them with an update.
  
  On October 28, 2024, the bodily injury adjuster was able to contact the insured driver but was unable to obtain a statement due to the drivers request to call back. On October 29, 2024, FAICs material damage department followed up with Ms. ****** to follow up on status of receiving her vehicle photos.  It appears that only one photo was uploaded properly so FAIC initiated a second link to attempt to receive all photos.
  
  On October 30, 2024, all photos were received, and ********* virtual estimate of repair was completed.  Adjuster **** ***** called to inform ********* of the status.  On the same day,Ms. ****** emailed a copy of the crash report to FAIC.  On November 1, 2024, **** determined to accept liability for the loss and notified Ms. ****** attorney via email of this determination.
  
  On November 5, 2024, the total loss department extended an offer of settlement to Ms. ****** and explained the Property Damage limits of liability and the total loss settlement process to her.  FAIC will continue the process to resolve ********* Property Damage claim up to the stated limits of liability in the policy declarations.
  
  We regret that Ms. ****** experienced frustration with her claim and can assure you that First Acceptance Insurance Company strives to create a courteous, service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner.
  
  Thank you for allowing us the opportunity to respond.Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to *****************************************************.
  
  Sincerely,
  
  ****** ***********
  Senior Director of Casualty Claims
  **************************
  *************************************************************************************************
  
  
  cc: Compliance Analyst at *****************************************************
  

• Initial Complaint

  Date:10/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my car insured with a full coverage insurance policy and my car was damaged in hurricane storm. I filed claim and was completely neglected in every way.

  Business Response

  Date: 11/08/2024

  Dear Ms. ******* *****:
  
  This is in response to the complaint filed by ******** ******
  
  This claim was reported to First Acceptance Insurance Company, Inc. (FAIC) on September 30, 2024. A claim was established with the claim number, ********* and an adjuster was immediately assigned to obtain Ms. ****** recorded statement.
  
  On October 1, 2024, the appraiser attempted to contact Ms. ***** to confirm the vehicle location and availability for an onsite inspection. There was no answer,and the voicemail box was full so the adjuster could not leave a message. The appraiser decided they would go to the reported location on the way to other inspections in the area.
  
  On that same day, Ms. ***** called FAIC and confirmed the vehicle location and advised that she is typically unavailable until after 2:00 pm as she works nights. ******** refused a recorded statement at this time. Later that afternoon, the appraiser spoke to Ms. ***** and advised the vehicle was likely a total loss and explained the next steps of the claim.
  
  On October 2, 2024, the appraiser explained the estimate and that the vehicle had been deemed a total loss. Ms. ***** was advised of the total loss process and the vehicle confirmed to be at her residence. On October 3, 2024, Ms. ***** was upset when she contacted FAIC regarding her claim. She claimed that she had not heard from anyone regarding her claim and that it was taking a long time. ******** was advised she would be contacted regarding the total loss portion of her claim once a total loss adjuster was assigned.
  
  Later on October 3, 2024, **** obtained Ms. ****** recorded statement regarding the facts of loss. During this conversation, Ms. ***** advised she did not want her vehicle removed from her residence until she had spoken with the total loss adjuster.
  
  With Ms. ****** recorded statement, the adjuster was able to complete the coverage and liability investigation, and afford coverage for the loss. The claim was then transferred to the total loss department on October 4, 2024.
  The total loss adjuster followed up with Ms. ***** on October 7, 2024, to review the total loss settlement, and total loss process. Ms. ***** declined the settlement offer and advised she had paid $14,000 for the vehicle. The adjuster explained FAIC owes for the actual cash value/market value, which is not based on any finance agreement. The adjuster requested Ms. ***** review the report and advise if there were any missing options that can be added to possibly increase the vehicle value. The adjuster also explained Ms. ****** right to invoke the appraisal clause if she did not agree with the report. Ms. ***** advised she would be obtaining an attorney. After verifying Ms. ****** email,the total loss adjuster emailed the total loss offer as well as the total loss valuation.
  
  The total loss adjuster followed up with Ms. ***** on October 15, 2024, regarding the outstanding total loss offer. Ms. ***** advised she did receive the report but was unable to look at it due to issues with phone data. Ms. ***** stated she would review the report and call back later in the day to advise of any missing options.
  
  On October 16, 2024, the total loss adjuster contacted Ms. ***** again to inquire if there were any options missing from the report. Ms. ***** advised that she did not agree with the offer based on her research. The adjuster explained that FAIC only owes the market value of vehicle which was based off the comparable vehicles listed in the report. Ms. ***** advised she was aware of the possibility of invoking the appraisal clause. The adjuster explained the process to invoke the appraisal clause to Ms. ****** Ms. ***** expressed concerns regarding her lienholder obtaining 100% of the settlement. The adjuster explained to Ms. ***** she would receive any difference between the amount owed to the lienholder and the amount of the settlement. Prior to the conclusion of the phone call, Ms. ***** advised she would move forward with the claim. The adjuster explained the total loss paperwork.
  
  On October 24, 2024, Ms. ***** called FAIC and expressed she was upset that Copart was calling her and stated she would not be releasing her vehicle until payment was received. A memo was sent to the total loss adjuster to return Ms. ****** call. The total loss adjuster returned Ms. ****** call the same day to better explain the total settlement process. The adjuster explained that once the settlement is accepted, the vehicle should be released for pickup as a check cant be issued until the vehicle is in FAIC possession. Explained the first log from her lienholder was null/void as required information had been redacted. The adjuster advised Ms. ***** of the payoff amount requested by the lienholder. Ms. ***** stated that amount was incorrect and she would get with the lienholder to address the issue.
  
  On October 30, 2024, Ms. ***** sent an email to the total loss adjuster advising she was hiring an attorney and to no longer contact her regarding the matter.The total loss adjuster confirmed receipt of the email and advised FAIC would await receipt of the letter of representation.
  
  On November 7, 2024, Ms. ***** sent another email asking if FAIC was going to complete her claim. The total loss adjuster responded with a detailed message reiterating the information provided in previous conversations with Ms. ***** regarding the actual cash value, review of report for any missing options, and her right to invoke the appraisal clause. A second email was sent to Ms. ***** asking how she would like to proceed.
  
  On that same day, a supervisor contacted Ms. ***** to discuss how she would like to proceed and respond to any questions or concerns. The supervisor went over pending documents and required pickup of the vehicle. Ms. ***** advised she will move forward with the First Acceptance retained total loss settlement.
  
  Once FAIC is in receipt of Ms. ****** vehicle and all total loss paperwork from all parties involved, payment for total loss will be issued.
  
  We regret that Ms.. ***** experienced frustration with her claim and can assure you that First Acceptance Insurance Company strives to create a courteous, service-oriented,working relationship with our customers to resolve each claim in a timely and equitable manner.
  
  Thank you for allowing us the opportunity to respond.Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to ******************************************************
  
  Sincerely,
  
  ******* ****
  Regional Claims Director
  **************************
  ******************************************************************************************
  
  
  cc:Compliance Analyst at *****************************************************

  Customer Answer

  Date: 11/23/2024

  I have been prolonged and ignored about my claim since September 2024 and even though this entire situation has been new and unbelievable to me I will fight to the end. I will look into small claim lawsuits this week very afraid that there will be no justice another couple months. I have been scammed out of a very expensive insurance policy that has showed bad faith since day 1 of filing claim and this strategy with BBB SEEMS TO BE EVEN MORE GULABLE THAN ME. I WILL MAKE SURE EVERY NEWS STATION AIR THE SITUATION AS I ALREADY HAVE WITH ******** 9 AND I WILL HAVE ALL EDVIDENCE OF ALL THAT HAS TRANSPIRED SO OTHERS WILL KNOW THIS IS A SCAMMIMG BUSINESS AND THEY RESPOND TO BBB WITH FALSE INFORMATION. I WILL CONTINUE TO CONTACT EVERY SOURCE POSSIBLE. IM DEPRESSED BEHIND LOSING MY CAR MY JOB AND HOME DUE TO HURRICANE AND DEALING WITH THIS FIGHT DAILY AGAINST PEOPLE I NEVER MET BUT RECEIVED MY FUNDS FOR A INSURANCE AGREEMENT THAT HAS BEEN BREACHED.

  Customer Answer

  Date: 12/02/2024

  This place BBB is like a talk Show people can get away with scamming legally because places like this help protect the truth. I should've heard alot about them before dealing business with them but all the other victims got shut up too. I will be in contact with every source possible about this as soon as my civil case is over. I have proof that the business replied with all lies and I have recorded statements, emails and texts also. I have been fighting to get what's owed to me and First Acceptance are playing mental games, which won't last much longer but I will be reporting this source also if Taxpayers dollars are paying any amount towards this service. I have used this to retrieve more evidence and I appreciate that, now I will pursue gathering all evidence for the courts. Businesses should have to sent proof not anything they want to say. It's business not a nothing else.

  Business Response

  Date: 12/09/2024

  Dear *** ******* *****:
  
  This is a follow up response to the complaint filed by ******** *****.
  
  As stated in our previous response, this claim was reported to First Acceptance Insurance Company, Inc. (FAIC) on September 30, 2024, and the claim was transferred to the total loss department on October 4, 2024, after the coverage and liability investigation was completed.
  
  The total loss adjuster followed up with *** ***** on October 7, 2024, to review the total loss settlement, and total loss process.  *** ***** advised she would follow up with the adjuster regarding her decision.  The total loss adjuster followed up with *** ***** on October 15, 16, 24, 30, 2024,and November 7, 2024, regarding the total loss settlement and her decision.  On November 7, 2024, *** ***** advised she will move forward with the First Acceptance retained total loss settlement.
  
  On November 11, 2024, FAIC was able to confirm the vehicle had been picked up and was pending the correct total loss paperwork. The title department at ****** followed up on the total loss paperwork on November 13, 15, and 27, 2024.  As of December 2, 2024, all documents had been received, except the copy of the electronic title from the lien holder. The title department followed up again and was advised by the lien holder that they only have the application they submitted in 2022. 
  
  In lieu of obtaining a copy of the electronic title from the lienholder, FAIC made a business decision to move forward based on the motor vehicle report which included the lienholder information.  Payment was issued, and the lien holder and *** ***** were advised of the same.
  
  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:10/28/2024

  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.

  A claim was filed with First Acceptance Insurance on August 16, 2024 when the policy holder hit my vehicle. At first we got text messages with a claim number. When we tried to call, our messages have go unanswered. The policy holder has tried to call and his messages have gone unanswered. We have tried to contact and escalate this issue to a manager, left messages and email, those have gone unanswered. It is now nearly 3 months after the accident and my vehicle is not fixed. I have left repeated messages on the answering machine of ***** ******* and she will not return any of the calls. Text messages stopped in early September. I'm unsure if this is legal, but I'm now stuck to fix my brand new vehicle and the it has signifcantly decreased in value.

  Business Response

  Date: 11/06/2024

  Dear Ms. ******* *****:
  
  This is in response to the complaint filed by ******** *******.
  
  On September 19, 2024, the supervisor received an email from Ms. ******* with a handwritten letter from our insured signed regarding the accident. Our insured admitted fault for the accident in the letter. The supervisor sent a letter to our insured driver advising they have 10 days to respond, or liability will be accepted based on received to date.
  
  On November 1, 2024, the supervisor reviewed the claim, our insured has not responded to the 10-day letter; therefore, the adjuster was granted approval to update coverage and accept liability.
  
  The supervisor advised the adjuster to contact ********** to discuss claim status and set up the inspection appraiser for the claimant vehicle damages.
  
  The adjuster was successful in reaching Ms. ******* on November 4, 2024 by phone. The adjuster apologized for the delays, and explained the next steps, as well as provided a direct phone number to reach the adjuster. 
  
  We regret that Ms. ******* experienced frustration with the lack of communication on 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: 11/06/2024

   
  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:10/22/2024

  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.

  My insurance was $1081 a month with a total of 5 vehicles. In August I believe it was a renewal fee I knew nothing about it was over $1200 so I called and the agent explained then he stated next month my bill will be the same. When I got my bill the following month it was $1190 I called on the first to figure out why and the company didn't have any answers. Moving forward I called several days several times a day seeking answers so I stated to them to cancel my policy. A *** told me I had to get proof of insurance first and I did I stated that I will only be insuring 4 vehicles cause one of the vehicles no longer reside with me. So I proceeded to get insurance but I needed a few paperwork statements with the other company so it took me about a couple days because I was at work and was unable to get at that time. So moving forward I spoke with over 10 different *** and everyone had different answers with that being said they given me the run arounds. I paid the new insurance company around $800 on the 3rd of October for my policy cancellation the company stated they was reaching out to me and nobody hasn't yet it's just hard for me because I paid over $2000 for the month of October for my insurance and they stated since October 3 my policy was cancelled because I had proof of insurance then I spoke with someone days later then they said something about the vehicle that was dropped off my policy. This company is wrongfully trying to keep my money because I provided them proof of my active insurance why would I get another insurance policy if I wasn't told I needed to in order to cancel my policy. I'm having trouble speaking with the correct person to see what is going on with this company. I deserve all of my money back because this company is hiring workers and not properly training them correctly because each *** gave me different information. If that was the case I would've waited until the correct information was given correctly before I got my new insurance

  Business Response

  Date: 10/31/2024

  This is in response to the complaint filed by ****** ********.
  
  Ms.******** contacted the First Acceptance Insurance Company (****) requesting to cancel her personal auto policy effective October 3, 2024.  Ms. ******** electronically signed and returned the request to cancel.
  
  Ms.******** provided proof of existing coverage for the listed insured vehicles on the **** policy except for the 2021 ********** in which there was a lien holder listed.  To provide the lien holder with proper ten-day notice of cancellation, Ms. ******** auto policy cancellation date was revised to be effective October 13, 2024. 
  
  In further review of the full policy account, Ms. ******** has been insured with **** since August 30, 2022, and we will honor her initial requested cancellation date of October 3, 2024.  The adjusted cancellation date from October 13, 2024, to October 3, 2024, resulted in an additional $520.09 refund that has been applied back to the bank card on file.  The initial refund of $614.91 plus $520.09, a total return premium refund of $1,162.00.
  
   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. ******
  Manger, Call Center
  **************************
  ********************************************************************************************
  
  
  cc:Compliance Analyst at *****************************************************
  

• Initial Complaint

  Date:10/17/2024

  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.

  A customer of ******************************************* hit my car. The insurance company has been delaying paying for the ********** car has been sitting at the Auto Shop for almost 2 weeks and cannot be completed because they will not send over the cost to cover the damage that needs to be fixed.I cannot even get my car back till they pay them. I have no car to drive during this time!No response from the agent. Have left many messages, no response. The auto shop has tried calling and leaving numerous messages and no response.I want my car back!!!!!!!

  Business Response

  Date: 10/24/2024

  Dear Ms. ******* *****:
  
  This is in response to the complaint filed by ******* *****.
  
  This claim was reported to us on June 20, 2024, by our insured driver, Coteza Gebrehawariat. A claim was established with the designated claim number **********. An adjuster was immediately assigned to investigate coverage, facts of loss, and claimed damages.
  
  The adjuster placed phone calls to the insured driver, Coteza Gebrehawariat, on June 20, 2024, June 21, 2024, and June *******. A voicemail was left after each call requesting a call back.
  
  On June 26, 2024, the adjuster placed a phone call to the insured driver Coteza Gebrehawa and to the insured ****** ******* and had to leave a voicemail for both. The adjuster then placed a phone call to the claimant, ******* ****** and was able to obtain her recorded statement regarding the loss. It was at this time that the adjuster advised ******* ***** of the claims process and the next steps.
  
  On June 27, 2024, an estimate was completed for the damages to ******* ****** vehicle in the amount of $469.76.
  
  On June 29, 2024, the adjuster cleared coverage and accepted liability for this loss. A payment of $469.76 was sent to ******* ****** along with the estimate for damages to her vehicle.
  
  On July ******* the adjuster received a phone call from Ms. ***** requesting a rental vehicle while her vehicle was in for repairs. The adjuster went over the claims process as it relates to the estimate,supplemental estimate (if needed), and the rental vehicle.
  
  On August 12, 2024, the first supplemental estimate from ************************* was received and sent for review. On August ******** the supplemental estimate was approved and a payment of $91.54 was issued to *************************.
  
  
  On October 7, 2024, the second supplemental estimate from ************************* was received and sent for review. On October ******** the second supplement was approved for $701.91. On that same day, the adjuster received a phone call from ******* ****** requesting a rental vehicle.The adjuster set up reservation at a ***** location closest to her. The Hertz branch cancelled the reservation set for ******* ****** without the adjustersknowledge.
  
  On October 17, 2024, the third supplemental estimate was received from ************************* and was sent for review. On the same day the adjuster returned phone call from ******* ***** inquiring about rental vehicle. The adjuster placed Ms. ***** on hold while they attempted to contact a representative at *****. Unfortunately, the Hertz branch that carried the initial rental reservation was unreachable as it had been impacted by Hurricane ******. The adjuster contacted two more locations that were near ******** but was informed they did not have any vehicles available. Both locations advised of the possibility of vehicle availability the next day but could not make any guarantees. During their continued call with Ms. ****** the adjuster discussed their calls with ***** and extended a loss of use offer of $45 per day while her vehicle was being repaired.
  
  On October 18, 2024, the third supplement was approved for $216.25. The adjuster reached out to the ************************* and was advised that ******* ****** vehicle would be completed early the next week.
  
  On October 21, 2024, the adjuster contacted ************************* to follow up on the completion status of ******* ****** vehicle. The office manager advised that the vehicle would be ready for pick up on October 22, 2024.
  
  On October 22, 2024, the adjuster issued a check in the amount of $675 to ******* ***** for 15 days of loss of use at $45 per day.
  
  We regret that Mrs. ***** experienced frustration with her claim and can assure you that First Acceptance Insurance Company strives to create a courteous, service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner.
  
  Thank you for allowing us the opportunity to respond.Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to ***********************************************************************************************.
  
  Sincerely,
  
  ****** *********
  Regional Claims Director
  **************************
  ***********************************************************************************************
  
  
  cc: Compliance Analyst at ***********************************************************************************************
  
  Enclosures:  5