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

  3021 E Speedway Blvd Tucson, AZ 85716

• 

  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:10/16/2024

  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.

  My vehicle was hit by an insurer of First Acceptance. We have called and left messages along with sending all of the information they asked for, but we have not received a response yet from this insurance company. The adjuster, nor the supervisor answers or responds to calls.

  Business Response

  Date: 10/25/2024

  Dear Ms. ******* *****:
  
  This is in response to the complaint filed by Mrs. ******** ********.
  
  This claim was reported to our office on October *******, by ****** ********.  A claim was established with the claim number, ********** and an adjuster was immediately assigned to investigate coverage, liability, and the facts of loss.
  
  After reviewing the policy documents, the assigned adjuster discovered a possible coverage issue as the driver is listed as an excluded driver on the policy. Upon receiving a copy of the police report on October 17, 2024, the adjuster was able to confirm that the excluded driver, ****** *****,was driving the 2007 Honda Pilot at the time of the loss. On the same day the adjuster left voicemails for *********************** and mailed denial letters explaining the claim denial.
  
  On October 18, 2024, the adjuster received a phone call from Mrs. ******** requesting claim status. The assigned adjuster explained the claim denial and advised the denial letter had been sent to ************ via mail and email. Mrs. ******** requested a copy of the policy documents evidencing ****** ***** was an excluded driver. The adjuster informed ************ that documentation could not be provided and suggested Mrs. ******** contact her own carrier to discuss options regarding her damages. Shortly after the call ended, *********************** called back to request the denial letter be resent as they did not show receipt of the October 17, 2024, denial letter. A copy of the denial letter was emailed to the email provided.
  
  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:  1

• Initial Complaint

  Date:10/16/2024

  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.

  Acceptance Insurance is my car insurance provider. On 7/11/2024 I was rear ended by a drunk driver that did not have insurance. I called and opened my claim with them as I have uninsured motorist coverage. My claims adjuster ******* ********* has been a complete nightmare through this entire process. Multiple calls and voice messages go un-returned. A payment was made on my claim however, an amount is left with my finance company. I have GAP insurance coverage and they have been reaching out to obtain a Insurance Settlement Worksheet from Ms. ********* since 8/31/24 and she has not responded. I need to get this taken care of. This is completely unacceptable. The lack of communication is inexcusable.

  Business Response

  Date: 10/18/2024

  Dear Ms. ******* *****:
  
  This is in response to the complaint filed by ******** *********.
  
  This claim was reported to our office on May 6, 2024.  After the coverage and liability investigation was completed, the claim was transferred to the ********************* on July 17, 2024.
  
  The total loss adjuster followed up with Ms. ********* on July 19, 2024, to go over the total loss settlement and the total loss process. Ms. ********* agreed to the total loss settlement and the total loss adjuster went over the total loss paperwork process.
  
  On August 1, 2024, the total loss adjuster followed up with Ms. ********* and explained we were pending documents from her lien holder.  On August 2, 2024, the total loss adjuster followed up with the lien holder regarding the total loss paperwork and left a message.
  
  On August 6 & 13, 2024, the total loss adjuster followed up with Ms. ********* and provided a status. On August 16, 2024, we received confirmation that the completed total loss paperwork was confirmed to be compliant, and the payment was issued.
  
  On October 17, 2024, the total loss adjuster spoke with Ms. ********* as she was requesting another copy of the settlement breakdown for her gap insurance claim.The total loss adjuster provided the same.
  
  We regret that Ms.. ********* experienced frustration with his claim and can assure you that First Acceptance Insurance Company strives to create a courteous,service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner.
  
  Thank you for allowing us the opportunity to respond.Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to *****************************************************.
  
  Sincerely,
  
  ******* ****
  Regional Claims Director
  **************************
  ******************************************************************************************
  
  
  cc: Compliance Analyst at *****************************************************
  
  
  Enclosures: 3

• Initial Complaint

  Date:10/13/2024

  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 rear ended by someone with First Acceptance as their insurance. I filed a police report and the other driver was clearly at fault. I called and spoke to someone filed a claim and received a claim number. It has been over 72 hours and I have not received a call back from the adjuster *****. They told me it would be a ***** hour turnaround. This is very frustrating as the accident was not my fault and Id like my car fixed!

  Business Response

  Date: 10/18/2024

  Dear Ms. ****************** is in response to the complaint filed by ********** ********
  
  This claim was reported to First Acceptance Insurance Company (FAIC) on October ******, by claimant ********** ******* at 6:40 PM. A claim was established with a designated claim number of *********** An adjuster was immediately assigned to investigate the coverage, facts of the loss, and claimed damages. Unfortunately, the assigned adjuster had logged out for the day and was not scheduled to return to the office until October 14, 2024. This inadvertent assignment was not noticed until this complaint was received.
  
  The assigned adjuster was notified of the complaint upon their return from their scheduled absence on October 14, 2024. They immediately reviewed the claim and attempted to contact the insured. However, the first number attempted was no longer in service.
  
  The adjuster then contacted Ms. ******* and took her statement wherein she advised that she was rear ended by our insured while stopped at an intersection. The adjuster sent Ms. ******* a link to complete FAICs photo inspection process. The handling adjuster ordered the police report at this time as well.
  
  The handling adjuster attempted to contact our insured again using an alternate phone number but had to leave a message requesting a return call. A contact request letter was also sent to our insured at this time.
  
  On October 16, 2024, the handling adjuster again attempted to contact our insured but was unable to leave a message.
  
  On October 17, 2024, the handling adjuster called Ms. ******* to inquire if she had a copy of the police report. Ms. ******* advised that the report is not ready at this time. The adjuster will continue attempting to contact our insured and obtain additional evidence to verify the facts of loss presented by the Ms. ******** Once coverage and liability are confirmed, Ms. ******* will be provided with information regarding the next steps to resolve this claim.
  
  We regret that Ms. ********** *******  has experienced frustration with her claim and can assure you that First Acceptance Insurance Company strives to create a courteous, service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner.
  
  Thank you for allowing us the opportunity to respond.Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to ************************************************************************************************
  
  
  Sincerely,
  
  ****** *********
  Regional Claims Director
  **************************
  ***********************************************************************************************
  
  
  cc: Compliance Analyst at ***********************************************************************************************
  
  Enclosures:  0
  

• Initial Complaint

  Date:10/10/2024

  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.

  The insurance company is trying to over charge me for an issue that I attempted to rectify. My payment for my policy isn't due until 10/14/24, however I received a letter in the mail on 9/27/24 stating that my payment was due 9/27/24. I was enrolled in auto pay and attempted to update my debit card as I was issued a new card because my previous card on file was expired. The agency would not all me to update my card, I contacted them the following day 9/28/24 to get the issue rectified. I was informed by the supervisor, ******, that as long as I provided a letter from my bank stating that my card was expired and was replaced, that I would more than likely receive a refund for the additional $25 that they attempted to charge me. I submitted the letter to the company three times and each time I was met with a different answer. I spoke to multiple representatives but the two that stand out are ***** (agent 49) and *** who both refused to get me through to a supervisor. Now I am at **** of being without car Insurance because they are attempting to charge me an additional $25 for an issue that I attempted to rectify but was unsuccessful due to poor customer service.

  Business Response

  Date: 10/16/2024

  This is in response to the complaint filed by ******** *************.
  
  Thank you for allowing First Acceptance **************** the opportunity to address Ms. ************** concerns.
  
  On September 28, 2024, Ms. ************* contacted us regarding her upcoming monthly payment scheduled for September 29 for policy IAPA-7282. During the call, she requested assistance in updating the expiration date on the card linked to her automatic payment. She mentioned having attempted to make this update online but encountered a zero balance.
  
  We explained to Ms. ************* that her payment had already been processed and submitted to the bank on September 27, 2024, resulting in zero balance. As outlined in the documentation provided upon enrollment in the auto-draft program, we require notification 3-5 days prior to the scheduled payment to prevent it from being processed.
  
  ********************************* situation, we chose to waive the *** fee in good faith, allowing her to complete her monthly payment online. Our ***************** leadership team also attempted to reach Ms. ************* to discuss her concerns further; however, we were unable to connect with her.
  
  We are committed to delivering efficient and satisfactory service to all our customers and regret any confusion or inconvenience caused by the automatic payment process in this instance. We appreciate the opportunity to address her concerns and are dedicated to promptly resolving any issues to ensure a positive experience for all 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
  **************************
  ********************************************************************************************
  
  
  cc:Compliance Analyst at *****************************************************
  

• Initial Complaint

  Date:10/09/2024

  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.

  On 10/08/24 - I was involved in an accident where I was not at fault. The person that hit me was insured by First Acceptance. I called First Acceptance to open a claim because my vehicle was a total loss and I am in need of a rental. The adjuster ********* ******* told me that the driver of the car that hit me was not on the insurance policy. I explained that the passenger of the car that hit me was the insured. She said it didnt matter. My vehicle was towed to a tow yard. ********* was very rude and told me that she was not going to inspect my vehicle and that I need to call my insurance to get my car repaired and for my insurance to pay for all costs. I also asked for a supervisor and ********* explained that she would not provide the information. Her tone was very unprofessional. She pretty much told me that I have to pay all costs and that she could not tell me when she would even attempt to process my claim. This insurance company is so unprofessional and clearly doesnt know how to provide true customer service.

  Business Response

  Date: 10/16/2024

  Dear *** *****:

  Attached please find First Acceptance's response to Mr. ******* complaint.

  Thank you for allowing us the opportunity to respond. Should you have any additional questions, please contact us at ***********************************************************************************************.

   

• Initial Complaint

  Date:10/03/2024

  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 car was in the national disaster flood and the dashboard lights will not go off, floors soaked with water and a lot of other issues. The appraiser came out and instructed me to take it to a car detail at my expense, then drive it to *** and they will have to say it was caused by the flood. This car is not drivable and *** also confirmed it is not drivable. The adjuster is telling me the appraiser is not returning calls and he did not see it as a total loss. Car involved in floods never operate to its full ability. I have videos, pictures, witnesses and FEMA came to our area. It is known to everyone that this area was flooded with water but the appraiser and adjuster. They are trying to force me to keep the vehicle and the adjuster is waiting for the appraisers return call (which this has been since Tuesday, tomorrow will be Friday) instead of speaking with higher management or sending out a different appraiser. I have spent all the money I had saved to get a rental. Im a RN and can not afford to call off from work. Seems like the things the appraiser was telling me to do was because he believed I was lacking in knowledge, due to being very young.

  Business Response

  Date: 10/08/2024

  Dear ******* *****:
  
  This is in response to the complaint filed by Diashia *********.
  
  On September 27, 2024, First Acceptance Insurance Company, Inc. (FAIC) received a claim from Diashia *********, regarding damages to her 2021 Kia ***** caused by flooding.
  
  On September 30, 2024, the reached out to ************ but was unable to reach her and had to leave a voicemail for her to return our call. The adjuster contacted *** ********* twice this day. ************ returned our call later this day to give a recorded statement.
  
  On October 1, 2024, we had an appraiser go out and write an estimate based on the damages shown on *** ********** *******.
  
  On October 2, 2024, *** ********* emailed us regarding someone telling her to get the ******* detailed and asked about getting a rental. The adjuster advised *** ********* there was no rental coverage on her policy and advised that we did not state to have her ******* detailed. We asked *** ********* who she spoke with she stated she did not catch the persons name.
  
  On October 3, 2024, *** ********* and the adjuster were communicating back and forth regarding *** ********** thought on her ******* being a total loss while we have it deemed repairable based off our estimate.
  
  On October 7, 2024, *** ********** damages were reviewed further through our ********************* The adjuster explained the loss facts and explained due to flooding this ******* could be a total loss.  After their review, ************* ******* was determined to be a total loss. The adjuster contacted *** ********* to advise her ******* will be deemed a total loss and the next steps that will arise from here. We provided her with the total loss adjuster information.
  
  We regret that Diashia ********* 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,
  
  ******* ****
  Sr. Claims Director
  **************************
  ******************************************************************************************
  
  
  cc: Compliance Analyst at *****************************************************
  
  
  Enclosures: 2

  Customer Answer

  Date: 10/27/2024

  I finally heard from someone through text on Thursday 24th by email and all it stated was your car is being processed as a total loss. I was told this information 2-3 weeks prior. Again no one ever calls; its always a text message. 

  Customer Answer

  Date: 10/27/2024

  I finally heard from someone through text on Thursday 24th by email and all it stated was your car is being processed as a total loss. I was told this information 2-3 weeks prior. Again no one ever calls; its always a text message. 

• Initial Complaint

  Date:10/01/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been attempting to cancel H333332333**036333830H policy# **NSSC56606 since 9/28/24. **************** keeps transferring me to different people while leaving the policy active to draft monthly premiums. And to top it off this H3230323**930303**932H allowed this policy to be taken out on misrepresentation and fraud by an insignificant individual, which is why I am trying to get it cancelled. This H333332333**036333830H H3230323**930303**932H has been difficult to reach and find resolution.

  Business Response

  Date: 10/09/2024

  This is in response to the complaint filed by ****** *******.
  
  On Saturday, September 28, 2024, Ms. ****** ******* contacted the First Acceptance Insurance Company (****) to request the cancellation of policy number NSSC ***** on behalf of her brother, ****** *******. Ms. ******* indicated that she holds Power of Attorney and that the policy was initiated without her brothers authorization by another party.
  
  Given the nature of the complaint, which involves certain allegations surrounding the issuance of the **** auto policy, with the proper documentation and authorization of request to cancel provide, the cancellation request was processed effective September 28, 2024.
  
  During this period, I spoke with Ms. ******** and we reached an agreement to cancel the policy effective September 28, 2024, rather than backdating it to the inception date due to a claim involved. Per my conversation with Ms. ******** she clarified that her concerns were not with the **** customer service department.
  
  It was a pleasure to assist Ms. ******** and I am glad we could fulfill her request.
  
  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 *****************************************************
  

  Customer Answer

  Date: 10/11/2024

   
  Complaint: 22366196
  
  I am rejecting this response because: I am still looking to get this resolved by the claims department. They have been passing the situation around and not to mention the attitude and horrible customer service that I have received from both claims adjusters. One being Ms. ****** and the other Mr. ******** I have asked that ****** ******* be removed from the claim as this is not her car and she fraudulently opened an insurance policy. I even provide a receipt of vehicle registration to Ms. ******* This insurance company is not legit and should be shutdown.  
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 10/25/2024

  This is in response to the follow-up complaint filed by ****** *******.
  
  We are in receipt of your follow-up complaint and in reviewing the claim file,coverage has been afforded for this loss and the payments for damages have been made to the appropriate parties involved.  Your request to remove one party from the claim process and from further communication concerning the claim was honored after you provided legal documents.   
  
  The claim was reported to FAIC on September 15, 2024, and the final claim check was requested on October 17, 2024, closing the claim file.
  
  We regret that you experienced frustration with this 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, Legal Support Services
  **************
  ***************************************************************************************************
  
  cc:Compliance Analyst at *****************************************************
  

• Initial Complaint

  Date:10/01/2024

  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 vehicle was stolen on July the 17th and my insurance company don't want to help me with the repairs to my vehicle.I do have full coverage insurance, I do have a police report and I need to be compensated for my truck its a 2015 Ram and I pay to get insurance just in case I need it and I need it now.

  Business Response

  Date: 10/08/2024

  Dear Choose an item. Ms. ****************** is in response to the complaint filed by ******* ********.
  
  On July 17, 2024, Mr. ******** reported the theft of his 2013 Dodge Ram.
  
  The handling adjuster obtained the insureds statement on July 17, 2024. During that communication Mr. ******** was asked the whereabouts of his keys. He advised one set of keys was in his possession,and another set was locked in the glovebox of the insured vehicle. The insured was asked if the vehicle was locked, he explained that the passenger door does not lock; and always remain unlocked.  
  
  The insured vehicle was recovered on July 18, 2024. At that time, the handling adjuster created a Copart assignment. An issue between Clayton County Sheriff, and New Image Towing, delayed the Copart pick up assignment. Upon resolution, the vehicle was released to Copart, and inspection of the vehicle was completed. It was determined that there was no evidence of forced entry.
  
  Our policy states the following:
  
  PART D COVERAGE FOR DAMAGE TO THE INSURED AUTO
  EXCLUSIONS
  We will not pay for:
  23. Loss due to theft if:
  a. there is no evidence that forcible entry was required to operate or move the auto; or
  b. the key or keys to the auto were left in or about the auto; or
  c. there is no evidence that the ignition wiring was altered or the ignition cylinder was forced to
  allow the operation of the auto without keys.
  
  
  We regret that Choose an item. Mr. ******** experienced frustration with their claim and can assure you that First Acceptance Insurance Company strives to create a courteous, service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner.
  
  Thank you for allowing us the opportunity to respond.Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to *****************************************************.
  
  Sincerely,
  
  ******* ****
  Sr. Director, Property Damage
  **************
  ******************************************************************************************
  
  
  cc: Compliance Analyst at *****************************************************
  
  
  Enclosures: 2 
  

• Initial Complaint

  Date:09/27/2024

  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.

  I was in a car accident on 6-13-2024 and filed a claim ********** with First Acceptance Insurance Company was denied in bad faith because I was working. I work for a nonprofit organization with in social services without payment for supporting clients with transportation using my personal vehicle. My insurance policy states: PART A - LIABILITY COVERAGE INSURING AGREEMENT If the Declarations Page shows a premium charged for this coverage, we will pay damages, up to the policy limits stated on the Declarations Page, for bodily injury and property damage for which an insured person is legally liable because of an accident originating from the operation of the insured auto. We will not cover punitive or exemplary damages.EXCLUSIONS - PART A ONLY We do not cover:7. Bodily injury or property damage that results from the ownership, maintenance, or use of a vehicle while used to transport persons or property for a fee or compensation. This exclusion does not apply to shared-expense car pools or to your use of the insured auto in the performance of volunteer services for a nonprofit charitable organization or governmental agency by providing social service transportation, as defined under California law.I have been patient and I was wrongfully denied on 9-10-2024 assistance with repairing my car after a car accident that happened on 6-13-2024. I would like to have this matter resolved immediately. I have been paying for car rentals since then to get to work each week.

  Business Response

  Date: 10/03/2024

  Dear
  
  
  
  Ms. Sharp:
  
  This is in response to the complaint filed by Monique Bingham in reference to claim 0042401641
  occurring on June 13, 2024.
  
  After the claim was reported, an investigation into
  both coverage and loss facts commenced. The assigned adjuster obtained a
  statement from Monique Bingham who confirmed that the loss occurred while
  operating her personal auto, a 2024 Kia Soul, and that Ms. Bingham was transporting
  a client in the said auto while in the course and scope of her employment.  The adjuster was able to further confirm with
  Ms. Bingham’s employer that her personal auto is used to travel between client
  locations, and occasionally includes transporting a client in the auto to
  another location.
  
  The subject loss was a two-vehicle collision, and a
  Liability Bodily Injury and Property Damage claim was asserted from the third
  party. After completing the investigation and reviewing the policy, First
  Acceptance determined that the following provision under Part A Liability
  Coverage was applicable:
  
  EXCLUSIONS - PART A ONLY
  
  READ THE FOLLOWING
  EXCLUSIONS CAREFULLY. COVERAGE WILL NOT BE AFFORDED UNDER THIS PART FOR ANY
  LOSS TO WHICH THE EXCLUSIONS LISTED BELOW APPLY.
  
  We do not cover:
  …
  
  20. Bodily injury or property
  damage resulting from the ownership, maintenance, or use of a vehicle or trailer by a person while in the course and scope of employment, or
  engaged in any business. This exclusion includes use of a vehicle for
  delivery of goods or services arising out of any business. This
  exclusion does not apply if business use of the insured auto has
  been declared and a premium charged prior to the loss.
  
  …
  
  As a result of the policy language cited above,
  First Acceptance did not afford coverage for any Third-Party Bodily Injury or
  Property Damage claim(s).
  
  In reference to Ms. Bingham’s first party coverage,
  or Collision, First Acceptance determined that the following provision under
  Part D Coverage for Damage to the Insured Auto was applicable:
  
  INSURING AGREEMENT – PART D
  If the Declarations page shows a premium charged for car damage not caused by collision
  coverage, we will pay for
  direct and accidental car damage not caused by collision loss to
  the insured auto, including
  its factory-installed equipment, less any applicable deductible for
  each separate loss.
  
  EXCLUSIONS - PART D ONLY
  
  READ THE FOLLOWING
  EXCLUSIONS CAREFULLY. COVERAGE WILL NOT BE
  AFFORDED UNDER THIS PART FOR
  ANY LOSS TO WHICH THE EXCLUSIONS
  LISTED BELOW APPLY.
  
  We do not cover loss:
   …
  
  3. That results from the
  ownership, maintenance, or use of the insured auto while used to
  transport persons or
  property for a fee or compensation. This exclusion does not apply to
  shared-expense carpools or
  to your use of a vehicle in the performance of volunteer services
  for a nonprofit charitable
  organization or governmental agency by providing social service
  transportation, as defined
  under California law. However, you must only be reimbursed for
  the actual mileage driven in
  the performance of those services and not receive any other
  remuneration. This exclusion
  also does not apply to your use of the insured auto in the
  performance of any in-home
  supportive services as described in Article 7 (commencing with
  Section 12300) of Chapter 3
  of Part 3 of Division 9 of the California Welfare and
  Institutions Code.
  
  9. Resulting from the
  ownership, maintenance, or use of a vehicle while a person is engaged
  in any business activity
  other than auto business activities. This exclusion does not apply if
  business use of the insured
  auto has been declared and a premium paid prior to the loss.
  
  …
  
  In Ms. Bingham’s complaint, Exclusion 7 under Part A
  was cited.  However, that exclusion was
  not the basis of our decision regarding coverage. We refer you to the policy
  language herein for the correct policy citations which formed the basis for
  First Acceptance coverage determination.
  
  We
  regret that
  
  
  
  Ms. Bingham 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 [email protected], or contact the undersigned
  and please send a copy to [email protected].
  
  Sincerely,
  
  Sandra Billingsley
  Senior Director Casualty Claims
  (800) 779-2103, ext. 31140
  [email protected]
  
  
  cc:
  Compliance Analyst at [email protected]

• Initial Complaint

  Date:09/23/2024

  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.

  First acceptance insurance is withholding an amount totaling $406.36. On 08/13/2024 my insurance policy lapsed. I reached out to first acceptance via phone to see if I was able to remove a car and reinstate the policy. I was advised by the agent on the phone that no changes can be made to a policy that is lapsed. At that point in time I requested my policy be cancelled, I was advised to send a document via email which I complied. I was never notified via email that my cancellation request was received or acknowledged. Frustrated with the lack of communication I decided to reinstate my policy and pay three different amounts on 08/23/2024, first online payment of $385.68 for the monthly payment along with two secondary reinstatement fee payments of $12.00 and $8.68. At this point in time it had been greater than 7 days and without any acknowledgement for my cancellation email I was under the impression that it was not properly received. On 08/26/2024 I attempted to login in to my online portal but was unsuccessful. Upon calling the customer service line I was informed that my cancellation request was in fact received and my policy was cancelled. Conveniently after I had just made a $406 payment, I was then advised I would receive the refund for that payment within 10 business days. I obliged and awaited the refund to be sent via a check or returned to the card used to make the payment. It has been five weeks and I have not received a refund. On 09/17/24 I went into a brick and mortar Acceptance insurance office which serves as a broker for your company, they called someone by the name of ****** ******* in the underwriting department who stated I would not be receiving a refund because the amount I paid was to cover a past due balance. This is inaccurate, insurance policies do not operate like utility bills where you can fall multiple months behind and still utilize the service. I am seeking the money that is owed to me promptly. First acceptance has not responded.

  Business Response

  Date: 09/27/2024

  This
  is in response to the complaint filed by Mr. Jeremy Garcia, regarding his
  automobile insurance policy premium refund.
  
  On July
  22, 2024, an invoice was emailed to Mr. Garcia advising of the next premium
  payment due on July 29, 2024, in the amount of $385.68.
  
  On
  August 6, 2024, a notice of cancellation was emailed to Mr. Garcia informing
  him that we did not receive the payment by the due date and the policy will
  cancel for nonpayment of premium effective August 13, 2024.
  
  August
  23, 2024, Mr. Garcia submitted his monthly premium payment via the website to
  reinstate his policy back to August 13, 2024. Subsequently, we received a
  cancellation request to cancel Mr. Garcia’s policy effective August 14, 2024.
  
  August
  26, 2024, Mr. Garcia contacted FAIC Customer Service to ask why the policy was
  cancelled, the representative advised him that FAIC received his signed cancellation
  request and processed accordingly. Mr. Garcia then inquired about his premium
  refund.
  
  On
  September 19, 2024, a refund check (#0466712) in the amount of $374.22 was
  issued and mailed to Mr. Garcia. Please allow 5-7 days to receive the check,
  depending on the mail delivery service.
  
  If
  Mr. Garcia does not receive his refund, he can contact FAIC Customer Service
  Department and request a stop payment, and we will gladly reissue a new check.
  
  Thank
  you for allowing us the opportunity to respond. Should you have any additional
  questions or concerns please contact us at [email protected], or contact the undersigned
  and please send a copy to [email protected].
  
  Sincerely,
  Marilyn Douglas
  Underwriting
  Director
  (800) 321-0899, ext. 11043
  [email protected]
  cc: Compliance Analyst at [email protected]
  Enclosures: (1)  

  Customer Answer

  Date: 09/27/2024

   
  
  Complaint: 22323832
  
  
  
  I am rejecting this response because: The amounts listed within the response do not correlate with the amounts paid. I am entitled to a full refund in the amount of $406.36. I was required to make my base payment of $385.68 plus additional system fees of $12.00 and $8.68. The business stated they dispersed a check in the amount of $374.22. That does not satisfy the amounts paid, let alone the full amount for the base payment alone. I am unsure what the logic is to send a lesser amount as a refund. I am requesting the business fulfill their end and refund the additional $32.14 that was paid to them. Attached is the proof of payment reflecting from my bank system.

   

  
  Sincerely,
  
  
  
  Jeremy Garcia

  Business Response

  Date: 10/07/2024

  This
  letter is in response to the follow up complaint filed by Mr. Jeremy Garcia,
  regarding his automobile insurance policy premium refund.
  
  On
  October 3, 2024, I spoke with Mr. Garcia concerning his policy and expected
  refund. The addition refund in the amount of $32.14 (check #0467590) will be
  issued and sent to Mr. Garcia.  Please
  allow 5-7 business 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 [email protected], or contact the undersigned
  and please send a copy to [email protected].
  
  Sincerely,
  Marilyn Douglas
  Underwriting
  Director
  (800) 321-0899, ext. 11043
  [email protected]
  
  cc: Compliance Analyst at [email protected]