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.

close

Find a Location

First Acceptance Insurance Company has 129 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:09/20/2024

  Type:Delivery 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 recently involved in a car accident on July 29, 2024. Since the accident I have only received one update from the insurance company in regards to my vehicle. I received a call on August 1, 2024 letting me know that the car was totaled out and I was told I would receive a call the following week to get further information on how to move forward. Since the call on August 1st I HAVE NOT received any calls or updates from the insurance company. I have reached out through call, text, and email and I have not received a response. If BBB could be of any help to me to get this resolved I would greatly appreciate it.

  Business Response

  Date: 09/25/2024

  Dear Ms. ******* *****:
  
  This is in response to the complaint filed by Arkeirya Swift.
  
  This claim was reported to our office on July 29, 2024.  After the coverage and liability investigation was completed, the claim was transferred to the ********************* on August 6, 2024.
  
  The total loss adjuster followed up with Ms. ***** on September 24, 2024, to go over the total loss settlement and total loss process.  Ms. ***** agreed to the total loss settlement.  Once the total loss paperwork is returned, we will be able to finalize the total loss.
  
  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: 2

• Initial Complaint

  Date:09/18/2024

  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.

  An insured of First Acceptance Insurance Company (***** *********) drove into our clients, *********************** / *********************'s property on 4/1/2024 causing extensive damage. A claim was filed, claim#********** and after 2 months the insurance company offered $21,173.66 on 6/6/2024. A release form was signed by my client and submitted immediately, yet no funds have been sent. I have made numerous calls to multiple adjusters namely ******** ******, ******** *****, ********* ***** and none of them have returned my calls or assisted me in this matter. They can not offer an explanation for why it is taking 6 months to issue payment and my clients has lost money and time in the process. I am attaching a final letter that we issued to First Acceptance with a warning. We have given them time to respond and yet no response has been given or received. My client wants a resolution to this claim.

  Business Response

  Date: 09/23/2024

  Dear Ms. ******* *****:
  
  This is in response to the complaint filed by Ms. ********
  
  On September 19, 2024, the adjuster contacted Progressive Insurance to advise of a new property damage release would be sent with the correct amount listed.
  
  The adjuster received supervisor approval and sent the updated property damage release to Progressive Insurance for $3,826.34.
  
  On September 23, 2024, the adjuster contacted Progressive Insurance, confirmed the property damage release was received with the correct amount listed. The Progressive adjuster stated the release was sent for authorization for signature approval and will have it returned as soon as possible.
  
  On September 23, 2024, the supervisor spoke with ***** ******* of Fairmont Insurance regarding payment status for Valley Creek Apartments. The supervisor apologized for lack of communication and advised an updated release with the correct amount has been sent to the other party that was involved insurance company.  The supervisor confirmed we have a signed property damage release on file from *********************** and we are pending the final release from Progressive Insurance due to the limits issue.
  
  The supervisor informed Ms. ******* the first property damage release that was sent to Progressive Insurance was incorrect.The supervisor advised the correct amount has now been updated on the release and received by Progressive Insurance. The supervisor informed Ms. ******* due to property damage limits issue we need all property damage releases on file and then the payments will be issued to all parties involved up to the limit of $25,000.00.
  
  Ms. ******* stated she understood the claim status regarding payments.
  
  We regret that Ms. ******* experienced frustration with the lack of communication for the payment status claim and we can assure you that First Acceptance Insurance Company strives to create a courteous, service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner.
  
  Thank you for allowing us the opportunity to respond.Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to ************************************************************************************************
  
  Sincerely,
  **** ********
  Regional Claims Director
  **************************
  **********************************************************************************************
  
  
  cc: Compliance Analyst at ***********************************************************************************************
  
  

  Customer Answer

  Date: 09/23/2024

   
  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. Although payment has still not been made by the insurance company, First Acceptance, they did call me today FINALLY and provide with explanations and next step plans. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:09/18/2024

  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 purchased a non owner liability auto policy for my daughter with this company. She did not own a vehicle and OCCASIONALLY used mine. I paid them $150-$160 a month to cover her so that if she had an accident using my car she would be covered. We did not put full coverage on the vehicle as it was not valued at much. The agent told us that she would be fine with her non owner liability coverage. She had an accident 4/21/24 and they are denying to pay the claim leaving me with a $8,817.51 bill. That I absolutely cannot pay. We have tried to talk to them and they refuse to budge. Leaving us to believe that they are a scam company taking money and not paying claims. The other parties insurance is attempting to sue us and threatened our licenses because of this. We want them to pay the claim!

  Business Response

  Date: 09/24/2024

  Dear Ms. ****************** is in response to the complaint filed by ******* ******.
  
  The claim ***orted to our office on April 30, 2024, by ******* ****** our named insured. The facts ***orted at the time of the loss was the insured rear-ended a claimants vehicle while operating an unlisted vehicle.
  
  Our claims ***resentative contacted ******* ****** on April 30, 2024, to obtain a recorded statement. During the recorded statement ******* confirmed she was operating an unlisted vehicle, a 2012 **** Escape owned by her mother ******* ****** at the time of the loss when she rear-ended another vehicle. When asked how often she uses the 2012 **** Escape, ******* advised she uses the vehicle daily as her main source of transportation.
  
  At the completion of the recorded statement our claims ***resentative advised the insured that based upon her statement she is at fault for the loss. The claims ***resentative also explained to the insured that her policy was a non-owners policy with a non-owners endorsement present that may exclude liability coverage due to regular or frequent use of a non-owned vehicle. The claims *** advised we would be in contact to discuss the final coverage decision for the file. The insured was informed in the event of a coverage denial, she would be financially responsible for the damages to the claimants vehicle.
  
  A reservation of rights letter citing the applicable non-owners endorsement wording was sent on April 30, 2024, to the named insured via certified mail. A reservation of rights letter was sent to the claimant via mail on April 30, 2024.
  
  A copy of the police ***ort was obtained and reviewed on May 1, 2024, the ***ort confirmed the facts of the loss that the named insured was driving an unlisted vehicle, a 2012 **** Escape registered by her mother ******* ******.
  
  With confirmed information that the unlisted vehicle is registered in the name of the insured s mother and is furnished for regular use of the named insured. The claims ***resentative submitted the claim for a final coverage review.
  
  Upon review of the insureds policy, we confirmed a policy exclusion applies to the loss.  
  
  Due to the confirmed daily use of the unlisted vehicle, the policy exclusion under the non-owners endorsement number four applied to this loss. On May 1, 2024, our claims ***resentative contacted the named insured and the claimant to advise of the coverage denials.
  
  Coverage denial letters were sent to the insured and the claimant on May 2, 2024, via mail.
  
  On September 19, 2024, we received this complaint from the complainant that the claimants insurance company is seeking reimbursement for the damages from the complainant directly not the named insured. The complainant advised she paid the premium for the insureds policy and was under the impression that due to her ownership of the vehicle, the non-owners policy was the best policy option for vehicle coverage.
  
  The complainant was not aware the policy excludes coverage for regular, or frequent use of her vehicle by the named insured.
  
  Upon review of the complainant, we confirmed our coverage denial is justified. The complainant paid policy premium for over eight months under the assumption the named insured would be covered while using the complainants vehicle. Due to the circumstances surrounding the complainants knowledge of the policy endorsement and the presence of a ***22 on the named insureds policy at the time of the loss, we have decided to make a one-time exception as a courtesy to afford liability coverage for this loss.
  
  A new claims ***resentative was assigned to the claim to review and address the subrogation demand sent by Erie Insurance. We will review the demand for payment and notify the named insured and the complainant of the settlement payment once issued. 
  
  We regret that Ms. ******* ****** experienced frustration with her claim and can assure you that First Acceptance Insurance Company strives to create a courteous, service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner.
  
  Thank you for allowing us the opportunity to respond.Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to *****************************************************.
  
  Sincerely,
  
  **** ********
  Regional Claims Director
  **************************
  **********************************************************************************************
  
  
  
  cc: Compliance Analyst at *****************************************************
  
  
  Enclosures: 2   

• Initial Complaint

  Date:09/17/2024

  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.

  On August 16th I switched the car on my car insurance. They would not tell me how much my monthly premium would be but collected $394.30 as a down payment as well as my previous monthly of ******. They told me to call back in 24 hours and my monthly rate would show. I called back a week later and they still could not tell me. I logged in online and two weeks after paying the down payment and my monthly payment went from 238 to 576 which if I was aware of I would have shopped around. I asked to cancel my policy or have the issue resolved. They cancelled my policy on 9/4 but sent me an email about this cancellation on 9/8. I got an email saying any refunds that apply to my account would be applied but I still have not received a refund for my down payment for a policy that was cancelled. They owe me a total of ****** for my down payment and payment on my last monthly balance for a policy that was cancelled within the month.

  Business Response

  Date: 09/27/2024

  This is in response to the complaint filed by Ms. ******** ********, regarding her automobile insurance policy refund.
  
  On June 20, 2024, Ms.********* automobile policy renewed for the six-month policy term.
  
  On July 29, 2024, an invoice was sent to Ms. ******** advising of her next monthly premium payment due in the amount of $238.24.  The notice stated that if the payment was not made by the due date that the policy will cancel for nonpayment of premium on August 20, 2024.
  
  On August 15, 2024, Ms.******** contacted **** *************************** to replace vehicles and add comprehensive and collision to the new vehicle. To make the change the representative advise Ms. ******** of the additional premium that was due to make the change. 
  
  Ms. ******** spoke with ********************* on September 2, 2023, concerning the premium of which it was explained with the change in vehicles and adding comprehensive and collision her monthly payment increased by $330.00. On September 4, 2024, Ms. ******** sent an email expressing her concerns regarding her bill and requested her policy to be cancelled.  On September 7, 2024, Ms. ********* policy is cancelled effective September 4, 2024.
  
  On September 17, 2024, a refund check in the amount of $270.46 was sent to Ms. ***************
  
  On September 23, 2024, Ms.******** contacted our *************************** requesting to send refund to a different address.  A stop payment request was submitted.
  
  A stop payment of the initial refund is in process to reissue the premium refund of $270.46.
  
  Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to ***********************************************************************************************.
  
  Sincerely,
  ******* *******
  Underwriting Director
  **************************
  *********************************************************************************************
  
  cc: Compliance Analyst at ***********************************************************************************************
  
  Enclosures: (3)  
  

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22296170
  
  I am rejecting this response because, when I spoke to a representative over a week ago I was told I would immediately receive an update on the request to change the address of the refund. I have tried to email and call and have received no answer as to what the status of this check is. I have been more than patient and its been a month since issuing the refund. 
  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 10/09/2024

  This is in response to the follow up complaint filed by Ms. ******** ********, regarding her automobile insurance policy refund.
  
  On September 30, 2024, we received a stop payment confirmation from our internal ********************
  
  On October 3, 2024, a refund in the amount of $270.46 was processed for Ms. ******** (check #*******).
  
  On October 4, 2024, we contacted Ms. ******** to verify we had the correct address.  The refund check was mailed to Ms. *************** 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 ****************************************************** or contact the undersigned and please send a copy to ***********************************************************************************************.
  
  Sincerely,
  ******* *******
  Underwriting Director
  **************************
  *********************************************************************************************
  
  cc: Compliance Analyst at ***********************************************************************************************
  
  Enclosures: (1)  

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22296170
  
  I am rejecting this response because: The check was mailed out on 10/4 and I was told I would receive in 5-7 business days it is now 10/17 and I still have not received the check from the business. 
  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 10/29/2024

  This is in response to the follow-up complaint filed by Ms. ******** ********, regarding her automobile insurance policy refund.
  
  On October 3, 2024, a refund in the amount of $270.46 was processed for Ms. ******** (check #*******).  We contacted Ms. ******** to verify we had the correct address; the refund check was mailed to Ms. ***************
  
  There were several attempts via email, and by phone to contact Ms. ******** regarding her complaint and not receiving her premium refund.  Unfortunately,Ms. ******** did not respond to our communication attempts.   
  
  Subsequently,we have received confirmation from the ************************ that the refund check has been received and endorsed by Ms. ******** (see attached).
  
  Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to ***********************************************************************************************.
  
  Sincerely,
  ******* *******
  Underwriting Director
  **************************
  *********************************************************************************************
  
  cc: Compliance Analyst at ***********************************************************************************************
  
  Enclosures: (1)  

• Initial Complaint

  Date:09/12/2024

  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 an accident in my car on June 3, 2024. My car has been in the mechanic shop for almost 3 months, since June 19. The appraiser assigned to my claim took almost 2 months to tell my mechanic to start on my car. My car has been completed for 3 weeks now and First Acceptance wont send the mechanic the remaining payment. I have spoken to NUMEROUS people at this company and every time I have to explain what is taking place with my claim. My original adjuster, ****** *****, has been missing in action for weeks and when I finally spoke with her on Thursday, Sept 5, she asked me to send the updated estimate of record (preliminary 2). I did not hear from her for 3 business days. I called on Wednesday, Sept 11 and ****** ******* told me she resigned. No one contacted me and told me anything. ****** asked me to send her the updated estimate of record and that she would send it to the supplement department. I called on Thursday, Sept 12 and found out that the supplement department did not receive the document. I also found out that Eriana's supervisor, ****** *****, had requested the document from my mechanic. So at this point everyone has a copy of the document except the person who needs to send the payment to my mechanic. I have utilized the rental reimbursement policy for First Acceptance which included a 30 day rental up to $900. I have spent over $2000 additional dollars to rent a car since my 30 days the second week of July. It is September 12th and no one can tell me when my mechanic is going to receive this payment. This experience has been very, very stressful. Dealing with First Acceptance has been horrible and I need it resolved immediately.

  Business Response

  Date: 09/17/2024

  Dear Ms. ******* *****:
  
  This is in response to the complaint filed by ****** ********.
  
  Ms. ****** ******** reported the new loss to First Acceptance Insurance Company of *************** (FATN) on June 3, 2024.
  
  On June 5, 2024, FATN obtained Ms. ********* statement and requested for an appraisal on her vehicle.
  
  On June 7, 2024, FATN received the self-filing police report.
  
  On June 21, 2024, the independent appraisal was uploaded to FATN for our review. 
  
  On June 24, 2024, our ******************** reviewed the appraisal, and it was determined that the damages were under Ms. ********* deductible. 
  
  On June 25, 2024, FATN contacted Ms. ******** to advise her of the status of her claim and explained that her damages were under her deductible, and we would be sending her a copy of her appraisal. 
  
  On July 1, 2024, FATN received a call from *********** requesting a copy of her appraisal and we emailed her a copy of her appraisal. 
  
  On July 10, 2024, our ******************** received a call from ****** with Caliber Collision advising that there is a hole behind the bumper.  ****** was advised to send the supplement to the Independent Appraisal Company- Sedgwick. 
  
  On July 12, 2024, our Appraisal Support Team notified ******** that there may be a supplement forthcoming to them to review. 
  
  On July 15, 2024, ****** with Caliber Collision called in again to our appraisal group to advise there are additional hidden damages that he has found.  He was informed on how to proceed with submitting a supplement to ********. We also notified Sedgewick that there will possibly be a supplement coming.  Ms. ******** called in to inquire if we received her rental invoices for reimbursement. We did not locate them in our records, and we requested for her to email them in for us to review.  We also explained that we are aware there is a supplement and that we have spoken with her shop, and we notified the independent appraisal company.
  
  On July 16, 2024, Ms. ******** called in to get a status update on the completion of the supplement.  We advised her that it is still in progress. 
  
  On July 17, 2024, Ms. ******** called in to inquire about the rental receipts being received and requested to be transferred to her assigned adjuster. 
  
  On July 17, 2024, Ms. ******** called back and spoke with another adjuster regarding her rental. The rental invoices were reviewed at the time of this call, and she was advised that we would reimburse her the total amount allowed per policy $900.00 and the payment was issued to Ms. ******** to resolve her rental expenses.  Our appraisal support group reached out to ******** to get a status on the supplement. 
  
  On July 18, 2024, ******** notified the appraisal support group that they will respond once they hear back from the assigned appraiser. 
  
  On July 19, 2024, ******** notified the appraisal support group that the assigned appraiser indicates the supplement should be reviewed by the end of the day. We received a call from Ms. ********* and she indicated that her mechanic has been trying to call the appraiser, but they have not received an answer.  Ms. ******** was then transferred to a Manager which reviewed the claim and spoke with *********** regarding the timeline from July 12, 2024, to current as it relates to her supplement that is with ********. Ms. ******** called back again and wanted to speak to a supervisor as to why the process has taken so long and she wanted the issue resolved immediately. 
  
  On July 22, 2024, Ms. ******** called in and spoke with the Manager in the **************************** and she was informed of the status of the supplement.  ******** reached out to the body shop and had to leave a voicemail message requesting they needed documentation and photos so they could review the supplement being presented. 
  
  On July 23, 2024, ******** sent an email to the body shop advising them that they are trying to complete a supplement for them in a timely manner, but they are still needing the supporting documents from them.  ******** provided our appraisal group with an additional update that most of the documents have been received however there are photos that are needed for the undercarriage. 
  
  On June 25, 2024, ******** provided our appraisal group an additional update that ****** at the shop states that he can have the vehicle put on a lift by Friday, he will at that time provide ******** with the undercarriage photos needed.
  
  On July 29, 2024, ******** sent a follow up email to the shop to see if the vehicle was put on a lift and photos taken of the undercarriage.
  
  On July 30, 2024, the photos of the undercarriage and other documents were sent in by ****** at the shop and given to ******** for review. 
  
  On August 6, 2024, we received the supplement from ******** and reviewed same. A supplemental check was issued at that time for $2,454.45.
  
  On August 28, 2024, Ms. ******** called in about the additional rental she paid out of pocket. Ms. ******** was transferred to a Manager which reviewed the claim.  Ms. ******** was informed that her rental reimbursement was maxed and paid in full and there were not any delays by First Acceptance.  The manager also reached out to the body shop and spoke with ******. ****** stated that he sent in a final supplement via email on August *******, but he was having issues in communicating with ********.  ****** stated that they would release the vehicle to Ms. ******** if he received confirmation of a payment being issued to them.
  
  On September 3, 2024, Ms. ******** called in to inquire about the supplement.  A request for supplement was sent to the appraisal support group.  The appraisal support group reviewed and indicated that no other supplements were received for the insured vehicle. 
  
  On September 4, 2024, we called Ms. ******** and provided her the information that a final supplement has not been submitted by her shop. 
  
  On September 11, 2024, Ms. ******** called in to request to speak with a manager and was transferred to a manager.  Ms. ******** called in upset about the time it has taken her to get the claim resolved. She states that the supplements are not getting routed properly for review. Ms. ******** is now without a vehicle, and she does not have the money for her deductible and her shop needs to know if we are paying the final supplement.  Ms. ******** was asked to forward the document that she sent in while they were on the phone.  We confirmed receiving it and a request was sent to our appraisal group to escalate the review of the document.  We advised Ms. ******** of the actions we have taken on her behalf. 
  
  On September 12, 2024, the manager reached out to the appraisal group to get a status and was informed that it is in progress to review.  The appraiser called the shop and spoke with ******, which he stated he would email the supplement and two invoices to us later that afternoon.  Ms. ******** called in and asked the Manager, however, in reviewing the claim the adjuster provided Ms. ******** with status.  *********** is going to call her shop.  *********** called back and wanted to speak with a manager and was transferred to the assigned adjusters Managers phone and she received her voicemail. 
  
  Ms. ******** called back and stated that ******** is not responding to her body shop, and she wants to speak with the supplemental appraisal group, so she was transferred to the supplemental hotline number.  Ms. ******** spoke with the Manager in the supplemental appraisal group, and she was advised that we have the supplement that she emailed over to us and a supplemental assignment was requested.  Ms. ******** stated that her vehicle has been completed in two weeks and the manager reviewed the information,and it appears the supplement shows it was created on September 5, 2024.  The manager reached out to ******** to provide them with the supplement from the shop; however, it was missing supplemental photos.  ******** confirmed the opening of our supplement request.
  
  On September 13, 2024, the supplement was completed and reviewed, and a check was issued to the shop for the supplement.  The Manager of the Appraisal support group did respond to an email that was received from ******************************** was advised that ******** never received any contact from the shop nor were any supplements sent in by them. The assigned adjusters Manager called Ms. ******** and provided her with a status and that the supplemental payment was issued to her shop.  Ms. ******** advised that she wants her deductible waived and we advised that we would not be able to do that; however,we will review her claim entirely to see if there is something we can do for her,and we would contact her by September 17, 2024, with a response.
  
  On September 17, 2024, the manager called *********** to advise her that the entire claim was reviewed.  The delays were due to the body shop not timely submitting the supplements for review. To assist Ms. ********* FATN decided to pay her for an additional fifteen days of rental coverage at $30.00 per day for a total of $450.00.  Ms. ******** accepted the offer, and the payment was issued to her.
  
  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 Claim Director
  **************************
  ******************************************************************************************
  
  
  cc: Compliance Analyst at *****************************************************
  
  
  Enclosures: Supporting Documents

• Initial Complaint

  Date:09/11/2024

  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.

  On 8/23/24, I phoned to buy an auto policy for my daughter's car in the amount of ******. Unaware that she was already covered by her father, I called back the same day but they were closed. I reached out the next day, spoke with an agent, who proceeded to cancel my policy and assured me of a full refund. On 9/10/24, an unauthorized charge of $****** appeared on my account. I disputed this with my bank, then contacted the company to request a full refund for the amount of ****** and inquire about the other charge of ******. The assisting agent, ****** (2384), was discourteous from the outset. When I requested to speak with a manager to address the issue, he abruptly ended the call and directed me to an automated system. ****** emphasized the cost of their services and was dismissive of my concerns, failing to listen to my full explanation before cutting me off.

  Business Response

  Date: 09/18/2024

  Dear Ms. ****************** is in response to the complaint filed by ****** *****.
  
  On August 23, 2024, policy number NRCA-***** was initiated with First Acceptance Insurance for Genesis ******** covering a 2013 **** Fusion. The electronic application was submitted by Acceptance Insurance and the down payment of $237.20 was received on the same day. The following day, August 24, Ms. ******* requested to cancel the policy, citing coverage with another provider.Consequently, a refund of $185.84 was issued to Ms. ******** This amount reflects a deduction for fees and one day of coverage:
  
  -One day of coverage: $5.76
  -Cancellation fee (disclosed in the application): $20.00
  -Fully earned policy fee: $25.60
  
  The refund calculation is as follows: $237.20 (down payment) - $185.84 (refund) =$51.36 (deducted amount).
  
  I attempted to contact Ms. ******* twice by phone and left two voicemails.Although Ms. ********* number was returned, the call was immediately disconnected. Subsequent attempts to reach her were unsuccessful.
  
  Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to ******************************************************
  
  *********,
  ******* ******
  Manager, Call Center
  **************************
  ********************************************************************************************
  
  cc:Compliance Analyst at *****************************************************

• Initial Complaint

  Date:09/06/2024

  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 hit but a lady insured by this company in mat it's now Sep I still hadn't got my car fixed I've been left responsible for rental fees which is now over ***** dollars they've been nothing but rude and unprofessional I've done everything I can do so has the body shop.

  Business Response

  Date: 09/10/2024

  Dear *****************************:
  
  This is in response to the complaint filed by ***********************.
  
  On May 14, 2024, *********************** reported to First Acceptance Insurance Company, Inc. (FAIC) a parking lot loss involving our Policy Holder, *************************** and the listed 2013 ******* Elantra. FAICs investigation into this began.
  
  On May 15, 2024, the assigned adjuster on the claim completed a recorded statement with claimant *********************** to confirm the fact of loss. *********************** advised that policy holder *************************** driving the insured 2013 ******* Elantra ******************************* 2015 Buick Lacrosse in a parking lot. *********************** confirmed there was no police report to confirm the fact as she presented.
  
  After several contact attempts, we were able to complete a recorded statement with our policy holder *************************** on May *******. *************************** confirmed that she was the operator of the listed 2013 ******* Elantra. ****** provided her account of the loss, and confirmed there was no police report completed for this loss.
  
  Also on May 29, 2024, with recorded statements from both parties, the decision was made to clear the coverage and accept liability for this loss.
  
  On May 31, 2024, *********************** provided inspection pictures of her vehicle damages to FAIC. *********************** was also place in a rental through Hertz Rent-a-Car that was set up to paid directly by FAIC.
  
  There was an initial estimate completed for the damage to ****************** 2015 Buick Lacrosse on June 3, 2024. The initial check for the damages to ****************** 2015 Buick Lacrosse was issued and paid directly to ***********************.
  
  As of July 3, 2024, *********************** was in a rental through ***** that was being paid directly by FAIC. At this point, *********************** had not provided FAIC with information for body shop doing the repairs to her 2015 Buick Lacrosse. The decision was made to end FAICs authorization for the paid rental *********************** had obtained.
  
  On July 9, 2024, a supplement for additional damages was received from ****************** body shop of choice, Best Choice Body and Paint. There was ultimately a payment issued to Best Choice Body and Paint for the additional damages reported to ****************** 2015 Buick Lacrosse. The supplement payment was issued to Best Choice Body and Paint on August 2, 2024,for repairs to ****************** 2015 Buick Lacrosse. The payment was issued directly to the shop owner, *****************************.
  
  The payment was issued through Claims Pay.Unfortunately, shop owner, ***************************** was not able to access the payment issued through Claims Pay. Once we got confirmation of the issue, the initial payment of the supplement issued to Best Choice Body and Paints ***************************** was stopped. The stop pay was requested to issue another payment in hopes that Best Choice would be paid for the supplement submitted.
  
  The supplement check was confirmed to be stopped.There was an additional supplement payment issued in the name of the shop of choice, Best Choice Body and Paint. Once the stop of the initial payout was confirmed, there was second supplement check issued directly to Best Choice Body and Paint on September 3, 2024.
  
  There were several delays in this process moving forward: mostly as a result of miscommunication between FAIC and Best Choice Body and Paint.
  
  *********************** reported to FAIC that she had to pay out-of-pocket for some additional days of rental due to the delay in Best Choice receiving payout for the supplemental damages reported. On September ******, we discussed the rental charges and the repair process with ************************** was agreed that FAIC would reimburse *********************** for the rental out-of-pocket expenses she incurred throughout this process. To date, FAIC awaits the paid invoices, so that *********************** can be reimbursed for the out-of-pocket rental expenses she incurred. This claim has been investigated, paid, and closed.
  
  We regret that *************************** experienced frustration with her claim and can assure you that First Acceptance Insurance Company strives to create a courteous, service-oriented, working relationship with our customers to resolve each claim in a timely and equitable manner.
  
  Thank you for allowing us the opportunity to respond.Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to *****************************************************.
  
  Sincerely,
  
  *************************
  Property Damage Director     
  **************************
  **************************************************
  
  
  cc: Compliance Analyst at *****************************************************

• Initial Complaint

  Date:09/05/2024

  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.

  In 2002 I was sitting at a red light and a young kid rear ended me. Acceptance insurance was my insurance company. The kid admitted to guilt and the police named him at fault. His insurance company paid for the damages and a rental car for me. Acceptance insurance is reporting the accident as my fault and they keep telling me they are not doing that. I filed a complaint with *********** and they told me they cannot change it because they contacted acceptance insurance and they confirmed the accident was my fault. I would like acceptance insurance to make things right and take that off my record. I am being penalized by higher insurance rates because of this

  Business Response

  Date: 09/06/2024

  Dear *****************************:
  
  This is in response to the complaint filed by ***********************.
  
  This is in response to ************** complaint that we found him at fault in the above captioned accident, causing his rates to increase. This is for claim *********,with loss date of August 8, 2024, and report date of August 8, 2024. 
  
  This claim was reported to us on August 8, 2024, as a failure to yield accident, and an adjuster was immediately assigned to process this claim. 
  
  Please be advised that ************ was not found at fault in this accident.  ********************** has no control regarding premium increases. We have attached a copy of the liability denial letter that confirms our not-at-fault status for this claim.
  
  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,
  
  *************************
  Regional Claims Director
  **************************
  ****************************************************
  
  
  cc: Compliance Analyst at *****************************************************
  
  
  Enclosures: 1

• Initial Complaint

  Date:09/04/2024

  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 put I was at fault for a claim from me being hit while driving down the interstate. The adjuster put it was not at fault and is blaming underwriting. My current insurance has now dropped me and no one will answer or help. This id a nightmare.

  Business Response

  Date: 09/05/2024

  Dear **************: 

  First Acceptance Insurance Company **** (FAIC) acknowledges the complaint by Mr. ********************** However, we have been unable to find the claim or policy referenced in this complaint. Please provide either the claim number or the policy number referenced in this complaint, so that we can look further into this matter. 

  Thank you, 

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

  Senior Compliance Analyst

• Initial Complaint

  Date:09/03/2024

  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.

  In February 2024 I selected First Acceptance auto insurance for my automobile. I paid monthly until August 13, 2024 when I received a notice that my insurance was canceled. I never received any notification prior to receiving this notice! I attempted to pay my monthly payment online on their website but it would not allow me to make a payment. I called the phone number listed for the Decatur, AL office but no one working at the office answered the phone. The only people I spoke to were "customer service" people in ***** and they could not understand me and I them. I asked to be transferred to someone that spoke and understood English....I was put on hold for over 25 minutes and one hung up on me and one transferred me to a survey of the customer service *** I spoke to and provided a very bad, scathing ***ort!! Acceptance Insurance never returned my calls....never answered their phone...my questions were never answered! I must assume they were Scammers and took my money and then took off. I want my money back!! A refund. I am just glad I didn't have an accident or other moving violation while I had First Acceptance Insurance....I had no insurance!!!

  Business Response

  Date: 09/11/2024

  Dear ******* *****
  
  This is in response to the complaint filed by Ms. ***** **************** regarding her automobile insurance policy cancellation.
  
  Ms. ********* personal auto policy was due to renew/expire effective August 1, 2024. On July 10, 2024, First Acceptance Insurance Company (FAIC), issued an offer to renew the policy for the next six-month term effective August 1, 2024, to February 1, 2025.  The renewal offers premium payment due date was July 18, 2024.   No premium payment was received to renew the policy.  
  
  On August 3, 2024, an expiration notice was sent to Ms. **************** advising that her automobile policy had expired.
  
  In reviewing the memo notes posted to Ms. ********* policy account, one note dated April 6, 2024, was posted by **** customer service.  FAIC reviewed the billing notice with Ms. ******** and proceeded to post a payment to the policy in the amount of $73.86. Acceptance Insurance, an independent insurance agency, is listed as the agent on the policy and is also referred to in the complaint as never returning the insureds call.
  
  Except for the noted April ******, payment, Ms. ******** made her insurance payment via the internet.  Ms. ********* six-month premium of $483.25 provided coverage beginning February 1, 2024, to August 1, 2024, expiration.   FAIC reported proof of liability insurance to the state of Alabama for this term.
  
  Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to ***********************************************************************************************.
  
  Sincerely,
  ******* *******
  Underwriting Director
  **************************
  *********************************************************************************************
  
  cc:Compliance Analyst at ***********************************************************************************************
  
  Enclosures: (2)  

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22234063
  
  I am rejecting this response because:

  The response was vague and did not offer a reason why I was NOT contacted prior to the Cancelation Notice about my policy. I received NO correspondence regarding renewal of my policy. Also, why was I not allowed to make a payment on the Website??? This was in July and multiple attempts were made! Why did the website NOT inform me that a renewal was required???

  I have no proof that I actually had auto insurance during the time frame from February 2024 until July 2024...which ****** should have been the 6th month and thereafter a renewal would be required.

  Refund ALL my money!! Your dates are wrong! Also explain the incompetent customer service individuals that I was forced to deal with! Each time I called the phone number for the Decatur, AL office was answered by rude, incompetent Indian residents that put me on hold over 25 minutes, transfered me to a Survey and then hung up on me!! I could not get any answers from anyone!! Due to your incompetence I had to find a reputable insurance company. The Decatur, Alabama office is apparently closed with no notice to me!....or is the most rude and unsatisfactory office and insurance that there is!!

  Action is required!!

  
  
  Sincerely,
  
  ***** *******-********

  Business Response

  Date: 09/19/2024

  Dear ******* *****:
  
  Please acknowledge this as ****s response to Ms. ***************** rejection of our initial response to the BBB complaint filed by Ms. ***** **************** regarding her automobile insurance policy.
  
  As previously stated, **** issued a renewal notice to extend the new term beginning August 1, 2024, to February 1, 2025.  The renewal notice was mailed to the address on file, and we have not received return mail.  When the renewal payment was not posted to the policy prior to August 1, 2024, the policy expired.
  
  On August 3, 2024, an expiration notice was mailed to Ms. **************** advising that her automobile policy had expired.
  
  The last note posted to Ms.***************** policy is dated June 10, 2024, noting that the customer made an online payment.  There are no other entries to the policy documenting the customer contacting **** directly to inquire about the policy renewal or any issues encountered with the **** website. 
  
  During the initial policy term Ms. **************** posted her payments to her policy via the carrier website.   Ms. *******-******* was insured by **** from February 1, 2024, through the policy expiration of August 1, 2024, for the premiums paid.
  
  Acceptance Insurance is an independent agency and is the agency in Decatur, Alabama Ms. **************** states she was calling for assistance. 
  
  Thank you for allowing us the opportunity to respond. Should you have any additional questions or concerns please contact us at ****************************************************** or contact the undersigned and please send a copy to *****************************************************.
  
  Sincerely,
  ******* ******
  Director, Legal Support Services
  ************
  ***************************************************************************************************
  
  cc:Compliance Analyst at *****************************************************

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22234063
  
  I am rejecting this response because:

  No satisfactory explanation has been provided as to why no one answered the phone when I called...why did I get people from ***** being rude and hanging up on me?? What happened to the phone number...it is an incorrect number for your office!! Did you just decide one day to stop answering your phone???

  No response has been provided for the fact that I WAS NOT ABLE TO MAKE A PAYMENT ON YOUR WEBSITE WHICH WOULD HAVE KEPT MY INSURANCE CURRENT?????

  EXPLAIN!!!

   

  
  
  Sincerely,
  
  ***** *******-********

  Business Response

  Date: 10/07/2024

  ****s response to Ms.*******-Mitchells second rebuttal of our initial response to the BBB complaint.
  
  We apologize for Ms.*******-Mitchells frustration with our previous responses.  First Acceptance Insurance Company, the insurance carrier, has attempted to explain the difference between **** as the insurance company and Acceptance Insurance as the independent agency.
  
  If Ms. **************** was calling the Dothan, Alabama office of Acceptance Insurance and experienced issues with her call being answered or not answered, we are unable to speak to this issue.
  
  The last note posted to the **** EQAL 9896 was dated June 10, 2024. There are no entries after this note that indicate the client called First Acceptance Insurance Company to advise she was experiencing issues with the **** website not allowing access.  A **** customer service representative would have gladly assisted the client with posting a payment to the policy and/or noting and reporting any issue with the **** website.  Payment options include mobile pay, payment by phone, website, mail and by ****
  
  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 ***********************************************************************************************