Business Profile

Auto Insurance

First Acceptance Insurance Company

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Complaints

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

Customer Complaints Summary

258 total complaints in the last 3 years.
102 complaints closed in the last 12 months.

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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:08/29/2024
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 problem with this company is I have a claim # ********** I filed this claim July 1st 2024 my adjuster is ******* **** and I have not gotten any update on this issue. YOUR customer hit my vehicle and I still have not been compensated for this issue. I been patient enough so I am seeking to get this issue resolved or next steps are legal actions against First Acceptance and its customer involved in this matter.
Business Response
Date: 09/05/2024
Dear Ms. ****************** is in response to the complaint filed by Donquarious ******.

The claim reported to our office on July 1, 2024, by the complainant.

Our claims representative attempted to contact the insured for a recorded statement on July 1, 2024. With no response, our claims representative left a voicemail for a return call. The assigned adjuster sent a contact request letter to the insured via email and mail.

Our claims representative obtained a recorded statement with the complainant on July 1, 2024. During his statement, Mr. ****** advised that the facts of loss was that an unknown female driver hit his parked and unoccupied car while reversing. The complainant approached the driver of our insureds vehicle, and they took off running from the scene leaving the insureds vehicle. The police were contacted by Mr. ******* and he provided the police with the vehicle information of the car that caused the loss, the police confirmed the vehicle involved is our insureds vehicle. The driver of the insureds vehicle was never identified or found. Our claims representative explained to Mr. ****** that we were attempting to reach our insured to confirm the loss facts, further investigation regarding coverage for the loss was needed due to this loss being a hit and run with an unknown driver.

Our claims representative attempted to contact the insured for a recorded statement on July 2, 2024. With no response, our claims representative left a voicemail for a return call. The assigned adjuster sent a contact request letter to the insured via email and mail.

Our claims representative attempted to contact the insured for a recorded statement on July 7, 2024. With no response, our claims representative left a voicemail for a return call. The assigned adjuster sent a contact request letter to the insured via email and mail.

Our claims representative attempted to contact the insured for a recorded statement on July 12, 2024. With no response, our claims representative left a voicemail for a return call. The assigned adjuster sent a contact request letter to the insured via email and mail.

Our claims representative sent a final contact attempt letter to the insured requesting contact on August 12, 2024.

On August 31, 2024, the coverage decision was finalized. Without our insureds cooperation with the investigation and no evidence to confirm who was driving our insureds vehicle at the time of the loss, we denied coverage for this loss. We made several contact attempts to reach our insured and we ordered a copy of the police report. No information was ever found or confirmed for the driver of our insureds vehicle, without confirmation of who was driving our insureds vehicle at the time of the loss,we are unable to confirm the driver is covered under our policy. The complainant was issued a letter explaining the reason for our denial for this loss.

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

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

Sincerely,

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

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

Enclosures: (1)
Customer Answer
Date: 09/05/2024

Complaint: 22214012

I am rejecting this response because:

Sincerely,

Donquarious ******
Customer Answer
Date: 09/17/2024
The reason being the vehicle insured by this company they refuse to pay for the damages even though they admitted its their vehicle fault
Business Response
Date: 10/02/2024
Dear Ms. ****************** is in response to the complaint filed by Donquarious ******.

This is the updated response to the complainants updated statement that we refuse to pay the claim.

We advised the police report confirmed our insureds vehicle was involved in the accident. The policy report states the driver of the vehicle fled the scene and is unknown. We are unable to determine if the unknown driver of our insureds vehicle is covered under our policy.

Our policy requires the insured vehicle to be driven by a covered driver at the time of the loss to afford coverage. Without our insureds cooperation to confirm the identity of the unknown driver, we are unable to afford coverage for this loss.

We understand that the result of the investigation is not the outcome the complainant hoped for; however, the claim was thoroughly reviewed for possible coverage. We recommend Mr. ****** notify his insurance company to review his claim for possible coverage under his own auto insurance policy.

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

Sincerely,

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

cc: Compliance Analyst at *****************************************************
Initial Complaint
Date:08/29/2024
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 July 14, 2024 my car was damaged by a tree falling on it. I called the insurance company filed a claim and submitted all the information they requested. Insurance contacted me week later. I gave them all the information they needed over the phone also. Insurance requested to pickup my vehicle to check damages. On July 24, 2024 they picked up my vehicle. The next day I got a call from insurance company that my vehicle was a Total loss. I contacted the agent from the insurance company *********************** that I was told to speak. Once I spoke with him, I was advised by him that his supervisor would be contacting me with a resolution. I haven't heard from anyone. I called them back and don't get any answers. Supervisor still has not contacted **** don't have a vehicle and still making payments.
Business Response
Date: 09/05/2024
Dear *****************************:

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

This claim was reported to our office on July 15, 2024. After the coverage and liability investigation was completed, the claim was transferred to the ********************* on July 23, 2024.

The total loss adjuster followed up with ************** on July 25, 2024, to go over the total loss process and set the expectations. The total loss adjuster spoke with ************** on August 2, and 15, 2024 with an update. On September 4, 2024, the total loss adjuster followed up with ************** again. ************* would like to owner retain the vehicle, but the lien holder has to approve this. Mr. ****** lien holder advised they will review and advise if they will allow ************** to owner retain the vehicle.

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
**************************
************************************************
Initial Complaint
Date:08/26/2024
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 damaged when it was parked by a person that is insured with First Acceptance. I am unable to reach ANYONE about a status on my claim. The company seems bogus, as you get the run-around when any phone number you call. Adjuster ******* ****** at ************ NEVER answers the phone. I have been stuck with a car I cannot drive. They have ALL the information and the person that hit me has been to court. My next step is to contact an attorney!
Business Response
Date: 08/29/2024

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

The claim was reported to First Acceptance Insurance Company, Inc. (FAIC) by ****** ****** on August 16, 2024, as a hit and run in which no one saw it.

On August 20, 2024, we spoke with Ms. ****** and obtained her statement and requested an appraisal for her vehicle damages. Ms. ****** was informed that we will need the police report as the ************* did see in the video the accident and notified Ms. ****** about the damages. The adjuster attempted contact with the alleged driver, ******* *****, but they were not available so we left a message with our insured ********* ******* that we will need to speak with Mr. ************ The adjuster sent a contact letter to Mr. ************

On August 26, 2024, Ms. ****** spoke with our appraisal group to get a status and they were advised that the estimate was completed; however, the investigation was still pending.

On August 27, 2024, the adjuster attempted to reach Mr. ***** again but there was no answer. We contacted our insured, Ms. ******* and advised that we still have not been able to speak with Mr. ************ Ms.******* advised that she would contact him, then disconnected the call. The adjuster attempted to contact Ms. ****** to provide her a status of the claim and she provided us with the police report information. The adjuster ordered the police report. The adjuster also contacted ************************ ***************** to see if we can confirm what occurred; but we had to leave a message.

On August 28, 2024, the adjuster attempted to reach Mr. ***** again with no success. The adjuster attempted contact with the ************************ ***************** again and had to leave another voicemail.

Currently, FAIC is still investigating the loss. Ms. ****** is aware that we need to speak with our insured driver and/or obtain the police report to independently confirm this loss occurred with our insured and insured vehicle.

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,

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

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

Enclosures: 1
Customer Answer
Date: 09/03/2024

Complaint: 22197894

I am rejecting this response because: It has been a month and I am still driving a wrecked car. My insurance company is going to pick this case up so I can have my car fixed. There were PLENTY of witnesses. There is also video footage of the parking lot. First Acceptance isn't doing anything to ensure my vehicle is fixed. The insured was driving wreckless, came over a curb and through the grass to hit my car.

Sincerely,

****** ******
Business Response
Date: 09/13/2024
Dear Ms. ******* *****:

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

The claim was reported by ****** ****** on August 16, 2024, as a hit and run in which no one saw it.

On August 30, 2024, we were able to briefly speak with our insured driver, but we were unable to get their statement. We contacted Ms. ****** and advised her on the status of the claim, and she was going to get us a copy of the police report. We sent our insured a reservation of rights letter due to their lack of cooperation.

On September 4, 2024, we reviewed Ms. ****** claim and with the insured not providing us a full statement, but did indicate that there was an accident on August 13, 2024, around 12:00pm, we decided to proceed and allow coverage for this loss. Later that day, we obtained a copy of the police report, which confirmed the loss.

We contacted Ms. ****** and advised her that coverage has been resolved and we were issuing her a payment. We explained to her the repair process. We issued a check for Ms. ****** repairs.

On September 10, 2024, we received a call from **** ******* Dealership requesting for a copy of the estimate. We emailed the body shop a copy of Ms. ****** estimate. We received a call from ********* asking if her check can be reissued to just her and her body shop and if she will need a rental. We advised her that due to the amount of her repairs we must include her lienholder. We explained to her that if her shop identifies any other damages, they will need to present it to us to review their supplement for approval and if approved we would issue a supplement check directly to her shop. We advised that once she has a date for her repairs with her body shop, we will have a rental set up for 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,

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

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

Enclosures: 3
Initial Complaint
Date:08/23/2024
Type:Product 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.
the acceptance team canceled my insurance a day after i sent an email to void the cancelation and spoke with a *** that day reinsuring me my plan was active. i have been calling for a month straight and each call i get told they will escalate my
Business Response
Date: 08/29/2024
Dear *************************:

This letter is in response to the complaint filed by *******************************, regarding the cancellation of her automobile policy.

Policy # ** CSPA 127139:
On August 3, 2024, ****************** contacted ********************* via email requesting to cancel her automobile policy effective August 3, 2024.

On August 5, 2024, ****************** contacted ********************* via email requesting to void the cancellation of her automobile policy, unfortunately the insureds request for cancellation had been processed and the policy cancelled as of August 3,2024.

Subsequently,****************** did contact ********************* multiple times regarding the cancellation of her policy. On each call the representative explained the cancellation process. ****************** was advised that once the policy cancels per insured request, if not requested on the same day to void the cancellation the policy will remain cancelled. Additionally, ****************** was recommended to start a new policy with First Acceptance.

On August 17, 2024, ****************** submitted a monthly payment on the cancelled policy via the internet. Inadvertently,the policy was reinstated in error causing confusion in the system with the multiple cancellations and reinstatements of the automobile policy. Ms. ******** policy remained cancelled.

On August 27, 2024, a refund check (check # ******) in the amount of $669.85 was mailed to ******************. Please allow 3-5 days to receive the refund, depending on the mail delivery service.

Policy #** CSPA 131585:
On August 23, 2024, ****************** completed an application for automobile insurance policy with First Acceptance Insurance Company. The policy listed one rated driver, ***************************, and one vehicle 2013 ******* Accent (VIN # ending 14678).

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 *****************************************************
Customer Answer
Date: 08/29/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************
Initial Complaint
Date:08/19/2024
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 5/24/2024 one of their clients backed into my car, I reached out to them that day. I have been trying since that day to get updates on the claim. Their response time has been horrible if it even exists at all. At first they needed to reach their client, this is understandable. They needed to wait for the police report but couldnt tell me how long that would take or what company they used to get it. So I went to the police station, obtained it for myself and sent it to them. Every step of the way has been a struggle, their communication is horrible, they dont follow up, they dont return voicemails. Their response to emails is delayed by days or weeks. I received a text on July 27 that my claim has been completed. Since that time I have been waiting to get any word on what that means. I have called several time, I have emailed several times. Finally, I received an e-mail response on August 15 with a name and phone number of the person I needed to contact now. This is a nonworking number. Since receiving the email on August 15th with this nonworking number I have been trying to get either an email or a working number for this person and Im told I dont know why you cant get through to this number its what we have in the system. What kind of customer services is that, the number does not work and I still have no answers. The police report clearly states their client was at fault. I am currently out a large sum of money because their client backed into my car. Since their responses were basically nonexistent, I unfortunately had to go through my own insurance and that will of course have its own long-term effects. However, I needed a rental car and I needed any assistance I could get as they were not doing anything to assist me. They are so unprofessional they have even disregarded any communication from my insurance company. They dont respond to emails or calls from them either.
Business Response
Date: 08/26/2024
Dear **************:

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

This claim was reported to First Acceptance Insurance Company, Inc. (FAIC) on May 24, 2024 by ***********************************. ******************** was contacted by the adjuster on the same day and expectations were set and that we needed to speak with the named insured to confirm the facts provided. She was advised that if immediate assistance was needed, she had the right to file through her own insurance carrier. ******************** was provided an update on the claim status on May 29, 2024 and May 30, 2024, and again advised that she had the option to file through her insurance carrier if she needed assistance, as we have not been able to reach out insured, ******************** stated the insured was jailed but we could not confirm that information.

On June 12, 2024, American Family Insurance Company contacted FAIC, we advised American Family of our issues reaching our insured. We informed that we do have a copy of the police report and a review of liability would be finalized based on the report, if we could not reach insured after a month of attempts. Liability was accepted on June 26, 2024, after repeated attempts to reach the insured went unanswered. On June 13, 2024, **** had received a subrogation demand for the damages they handled on ******************** vehicle. This demand was incomplete and additional information was requested from American Family. The complete demand was not received until August 14, 2024 and after the review of the demand was completed a payment for damages and Ms. ********* deductible was paid to American Family on August 23, 2024.

On June 25, 2024, FAIC received and email from the ******************** with a copy of her rental out of pocket expenses, but we could not complete the review of the rental until American Family sent in the final demand, received on August 14, 2024. We issued a refund on the rental on August 22, 2024.

******************** was provided timely updates concerning the status of the claim and any delays in the payments appear to be on delays from American Family providing a complete subrogation demand.

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

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

Sincerely,

*****************************
Property Claims Director
**************************
****************************************************

cc: Compliance Analyst at *****************************************************
Customer Answer
Date: 08/28/2024

Complaint: 22166018

I am rejecting this response because:
They are not accepting responsibility for delayed or nonexistent communication and poor customer service.
Sincerely,

***********************************
Initial Complaint
Date:08/16/2024
Type:Customer Service 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 cannot understand how this company is still allowed to operate. - [ ] 6/20 I sent the requested documents to start my claim - [ ] 6/24 ***** confirmed receipt of my documents and estimated a ***** time frame to receive medical documents from the doctor office and then she would evaluate and offer a settlement - [ ] 7/15 I sent an email requesting a status update - [ ] 7/17 I had not received a response to the 7/15 email so I asked again - [ ] 7/18 ***** responded that she had not received the medical records and sent a follow up email. I responded the same day asking when they sent the request so I could check with the doctor office - [ ] 7/25 I asked again because I did not receive a response to the 7/18 request - [ ] 8/6 I sent yet another email because I still had not received a response to my 7/18 or 7/25 emails and I could not get a response by phone either - [ ] 8/6 ***** responded that they just issued payment to the doctor office for the documents so they should have the documents by the following week. I cannot understand why it took from 6/20 to 8/6 for them to issue payment for the documents or why I was told they were waiting on the doctor office to send documents on 7/18 when the insurance company had not yet paid - [ ] 8/6 I let Elita know that I would be filing complaints if I did not hear back by 8/13 and she did not care. She told me Thats fine , its up to you how you want to proceed with filing a complaint. She sent me a phone number for her supervisor and I cannot get them to answer or return my calls. - [ ] 8/16 I have waited almost 2 months and have no resolution with very little communication
Business Response
Date: 09/04/2024
Dear **************:

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

After reviewing the claim and the complaint made by ******************, we have found that the adjuster was untimely in some of her responses due to a heavy workload and time out of the office. However, this did not cause any delay to the claim. As ****************** pointed out, we received the medical authorization forms, and we sent them to our third-party vendor to obtain the medical bills and records. In some cases, medical providers require a pre-payment before sending the records. In this case, the provider did require a payment, but did not send us an invoice until August 2, 2024. We immediately paid the fee and awaited the records. Once we received the records,the adjuster reviewed them and on August 19, 2024, we called ****************** to settle her claim. As of today, we were able to reach a settlement with ***************** for her injury claim

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,

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

cc: Compliance Analyst at *****************************************************
Initial Complaint
Date:08/15/2024
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 Tuesday, July 30th, 2024 between 11-11:15am, I parked my vehicle away from others (no other vehicles were parked around me) and went into the ASSOCIATED supermarket at the mall in my neighborhood. The male owner of the 2011 ****** Camry backed up and hit my brand new 2024 ********************* at the mall parking space. The 2011 ****** Camry rear bumper was on top of the front bumper of my 2024 **** The male owner tried to get away. I called the police. The male owner admitted to the police that he hit my **** He gave his information to the police. The police gave me his information. I filed a claim with his insurance company First Acceptance. The claim agent adjustor ***************************** is now saying that they are NOT going to pay for the damages because they need a police report, and that their client is saying that I hit his vehicle. ***************************** is very unprofessional. She does NOT want to contact the police officer. I want this company to pay for my damage on my brand new 2024 *********************, and I want this company to be further investigated.
Business Response
Date: 08/20/2024
Dear *****************************:

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

This claim was filed with us on July 30, 2024, and was assigned to ***************************** to complete an investigation into this accident.

On July 31, 2024, we spoke to our insured ******************************* and obtained a statement from him concerning the details of the accident. He advised us that he was parked in front of Mr. ******** *******,but he did not collide with Mr. ******** *******. He also advised that there was no damage to either *******. We also spoke to ***************************************, and she advised that her husband went to park their ******* and went into the store and when he returned, he stated that Mr.Campbells ******* was on their *******.

On August 2, 2024, we spoke to ****************** who advised that he was going to contact the police to do a report and have the police speak to our insured. He emailed photos to us, but the photos only show that Mr. ********* ******* was parked in front of his ******* and not making contact with his *******.

On August 5, 2024, we spoke to ***************************************,and she advised that they were still working with the police to get the report and view a video from the accident.

On August 15, 2024, we spoke to ****************** and explained to him that we do not have a police report or a video of the accident at this time. We explained that at this time our insured is stating he did not hit Mr.******** ******* and there are no witnesses that saw the accident occur. Therefore,it appears that the statements are conflicting.

On August 16, 2024, we received an email from ***************** wife with the officers name, report number and the precinct information. At this time, we ordered the police report and unfortunately, we have not received the report yet. We are willing to review the information on the report once received to determine if we need to review our decision on this claim.

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

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

Sincerely,

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

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

cc: Compliance Analyst at *****************************************************
Customer Answer
Date: 08/20/2024
Today, Tuesday, August 20th, 2024, I am enclosing the police report. The police officer tries calling ***************************, but he doesn't respond. NYPD will keep an eye out for *************************** using Georgia plates in *************. Also, I contacted the Department of Motor Vehicles in ******* and was told that *************************** had a suspended license, and that ******************************************* should be up to date with their clients' policies. First Acceptance has not been professional about this incident.
Customer Answer
Date: 08/20/2024

Today, Tuesday, August 20th, 2024, I am enclosing the police report. The police officer tries calling ***************************, but he doesn't respond. NYPD will keep an eye out for *************************** using Georgia plates in *************. Also, I contacted the Department of Motor Vehicles in ******* and was told that *************************** had a suspended license, and that ******************************************* should be up to date with their clients' policies. First Acceptance has not been professional about this incident.
Business Response
Date: 08/20/2024
Dear *****************************:

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

On August 20, 2024, we received the police report,and we are moving forward with the handling of the damage to Mr. ******** vehicle. We are in the process of getting photos damage of the damage to his vehicle so that an estimate can be written by our Appraisal Department.

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

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

Sincerely,

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

cc: Compliance Analyst at *****************************************************
Customer Answer
Date: 08/28/2024

Complaint: 22147455

I am rejecting this response because:
First Acceptance is NOT a respectful, professional, and reliable company anyone can trust. Pictures were taken on Thursday, August 23, 2024, between 11-11:30am by a female appraiser agent sent from First Acceptance. First Acceptance want to pay $1972.85 which I am NOT accepting. I clearly told ***************************** that I will have the repairs done directly with the *** dealership repair shop where I purchased by brand new 2024 *** Carnival Prestige. And I also want First Acceptance to pay for my gas and toll fees because I live in ********* and the dealership is located in **********. I offered to forward the toll fee statement for reimbursement. They didn't mention the toll fee. For the gas reimbursement, they can calculate the distance from my home to the repair shop and back, and the gas price, but I was told that they do not reimburse gas fee. Also, First Acceptance need to give me the same or similar vehicle rental while the *** Carnival Prestige is in the repair shop. Thank you.

Sincerely,

******************************
Initial Complaint
Date:08/14/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered insurance online when I bought my jeep I listed it was financed and paid. Before I even made the 1st payment I left work one night and a deer ran out and hit my jeep causing damage on the drivers side. I called the insurance co made the report and they called me stating I only had liability insurance. So I got new insurance and didn't think much about it. But now I've found out that they also reported that accident as an at fault accident. I've called several times to only get voicemail stating if I leave more than one message it will only delay my call back and the other people i have called stated I need to speak to my adjuster but I can't reach her. I had no idea until I have been looking for new Insurance it was listed that way. Now I've paid out more than I should've over the past year and I'm having trouble getting insurance and I can't get anyone to help me resolve this. It's cost time money and headache. I just need help . *********************** is the adjuster *********************
Business Response
Date: 08/14/2024
Dear **************:

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

The claim reported to First Acceptance Insurance on February 3, 2023, was closed, and marked not at fault, and no payment was issued.

We received an email communication from ******************** dated August 9, 2024, in which she explained her frustration and stated that she had left two messages for adjuster ***********************. On August 13, 2024, *********************** noted the claim file of an outbound call to ******************** and was unable to leave a voice mail message.

It is unclear why ******************** is being penalized for this incident and to further assist to resolve this matter for ********************, I will be emailing to the email address she provided in this complaint, a Not at Fault letter that will reference the claim number, date of loss, and stating there were no payments issued for this claim.

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

Sincerely,
***************************
Director, Legal Support Services
**************************
*********************************************************

cc:Compliance Analyst at *****************************************************
Initial Complaint
Date:08/08/2024
Type:Order 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.
On 06/29/2024, I had my insurance policy ( IAPA-6900) cancelled. Ever since, Ive been due a refund of approximately $115! My debit card in which I used for the original payment is no longer active. I requested that the company send my refund as a check to my P.O. Box instead. **************** says it was sent. 10 business days went by and I never received my check. I then requested the check be canceled, and to try refunding to my original payment method with the debit card that I previously had canceled, since my new card is still linked to the same checking account, I thought Id still receive the refund. But I never did. **************** then claims another check has been sent out to me. Its approaching the 10th business day once again, and Im still not in receipt of my refund!
Business Response
Date: 08/14/2024
This letter is in response to the complaint filed by *************************, concerning a premium refund for the cancellation of FAIC policy IAPA 6900.

On June 29, 2024, FAIC received a signed cancellation request form submitted by **************** agent asking for FAIC policy IAPA 6900 be cancelled effective June 29, 2024. The request to cancel was processed on July 1, 2024.

*************** contacted the **************************** advising the credit card the refund would be applied was no longer active and requested the refund be issued by check. On July 11, 2024, the refund check #******* in the amount of $115.59 was issued and mailed to the post office box address provided by ***************.

On July 25, 2024, **************** contacted the ********************* stating he had not received the refund check. A stop pay was issued for the check. On July 30, 2024, a refund check (#*******) in the amount of $115.59 was mailed to ***************.

If **************** has not received the refund, he may contact the ********************* Department and request a stop payment, and we will gladly reissue a new check. In addition, if there is a different address **************** would like us to send the check, please let the representative know. It is suggested that *************** check with his local post office as well to let them know he has not received the checks, and they have not been returned to our company as undeliverable.

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
**************************
***************************************************
Customer Answer
Date: 08/14/2024

Complaint: 22111374

I am rejecting this response because:
Their response merely reiterated and confirmed exactly what I said in my initial complaint. Then suggested I contact them for a third time, to have yet another check sent to the address that Ive never had any issues receiving all of my mail from. I want a copy of the two checks that they alleged to have sent out, and a copy of the canceled check as well. Because I dont believe that the checks were ever sent. The company shouldve reached out to me directly to provide an immediately resolution.
Sincerely,

*************************
Business Response
Date: 08/19/2024
Dear **************:

This is in response to the August 16, 2024, communication of **************** rejecting FAICs response to her complaint.

Friday,August 16, 2024, I reached out to **************** at the email address listed in the complaint.

FAIC relates to **************** frustration with the fact of having to submit a second stop payment request for the second refund check issued and mailed to ***************. I explained we could not provide a copy of the refunds checks because they were issued paper checks mailed to him.

To expedite this matter FAIC proposed two options of refund delivery to ***************; (1) We offered to overnight the refund with Federal Express and reminded that we could not use a PO Box address; or (2) the option of **************** providing the routing and account number of his bank account and we will wire transfer the refund directly to his bank account. **************** replied to my email choosing option two, wire transfer and provided the banking information we would require expediting the refund. Due to the lateness on Friday, we missed the cutoff time. However, the wire transfer was completed this afternoon, and a copy of the confirmation was sent by email to ****************.

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: 08/20/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:08/08/2024
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 went into the office two months ago and canceled my insurance policy with first acceptance insurance. I signed papers with ******************************, and they still took my money out two months in a row.
Business Response
Date: 08/14/2024
This letter is in response to the complaint filed by *********************************** regarding his automobile insurance policy cancellation.

On August 8, 2024, ********************* contacted ********************* inquiring about his bank account being drafted for his insurance premium. ********************** stated that he had previously requested his FAIC policy to be cancelled. The representative advised ********************** that **** had not received his signed cancellation request to cancel his auto policy. On August *******, the agent submitted the signed cancellation form with the effective date of July 8, 2024. FAIC processed the cancellation as submitted.

On August 12, 2024, refund check #****** was issued in the amount of $505.00 and mailed to **********************. Please allow 7-10 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 *****************************************************

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First Acceptance Insurance Company is NOT a BBB Accredited Business.