ComplaintsforUtica National Insurance Group

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got rear ended on July 12. We got in touch with Uitca Insurance adjuster who at first seemed helpful then after several calls did not even call us back. I emailed her about the issue that I can no longer drive my car. Never call me. I had to call her again and again until we requested someone else to help us who also referred us back to the Adjuster whose name is Sue C******** Sue said they have not filed a claim yet and it has been 3 weeks since the accident. They still won’t claim the liability because the people who drove the truck that rear ended me were undocumented. It is very ridiculous experience.

  Business response

  08/11/2024

  Please allow this letter to serve as our response to the complaint filed on the aforementioned matter. 
  The claim was received by this company on July 15, 2024, and assigned to claim specialist Sue C******** Upon receipt of the newly report claim, Ms. C******* spoke with Mr. *******, who advised that his wife, **** *** ******* was rear-ended by our insured, causing damage to her 2013 ***** ****** Mr. ******* was informed that we would need to speak to our insured and their driver to obtain their statement regarding the loss before proceeding with the claim.
  Ms. C******* subsequently made several unsuccessful attempts to contact our insured on 7/16, 7/24, 7/30, 7/31 & 8/2, to obtain their statement as it pertains to the loss. Throughout the duration of the attempts, Ms. C******* remained in contact with Mr. *******, and advised him that it may be in his best interest to file with his carrier, while we conduct our investigation. 
  On August 5, 2024, Ms. C******* received a written statement from our insured, confirming that their driver did in fact rear-end Ms. *******’s vehicle. Based on the written statement, we concluded our investigation, and accepted liability. 
  On August 7, 2024, Ms. C******* received a phone call from Mr. *******’s carrier, ***** inquiring on the status of our liability position, as Mr. ******* was pursuing a first party claim. At that time, Geico was advised that liability was accepted, and that we would monitor the claim for the forthcoming subrogation demand.

  In conclusion, we have completed our liability investigation, and have found our insured to be at fault for this motor vehicle accident. We have confirmed that Mr. ******* is pursuing a claim through his insurance carrier, therefore our file remains open, pending receipt of the subrogation demand. We hope the information provided in this letter fully answers all of the department’s questions. We believe that the information provided establishes that the claim was handled appropriately and in accordance with governing regulations.  Should you have any additional questions, please feel free to contact me directly.

  Should you have any additional questions, please feel free to contact me directly.
  Sincerely,
  ***** *******

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a pipe burst under my kitchen sink that damaged the cabinets, flooring in the kitchen, and hardwood flooring in my dining room. I called Utica and filed a claim and a water mitigation co. to start the process. I gave ******* my insurance information and claim number so they could communicate and coordinate with the insurance company. I asked my adjuster, Kayvon S******* ###-###-#### if I could let ******* come do what they needed to do and he said yes, just save the damaged pipe, which I did. ******* then came to my house numerous days in a row. During this process, Patrick B**** ###-###-####, the Field Adjuster for Utica, came to my house and did an assessment. Justin, the Supervisor from *******, came shortly after Justin, to which I gave Patrick's card to Justin so they could communicate. Justin immediately called Patrick and they discussed the damage. After this, my dining room and living room floors were removed by *******. Rick S****** ###-###-####, the contractor for the rebuild then came over to review my claim with me and move forward. He submitted his estimate for the rebuild, which brings us to the source of the complaint. Rick submitted his estimate on 5/1. In his estimate, he noted numerous concerns about the estimate they sent back, mainly that they have no living room flooring. Utica has been stating that there was no permission given to ******* to remove the floors, thus they are not paying for this. Rick, who uses the same reporting system as *******, can see the note in the system from ******* stating on 4/3 at 11:06 am "Adjuster approved of detaching bottom cabinet and save on site. And the removal of continuous flooring from the dining room to the living room." Patrick, who has not responded to any but one of the numerous emails we have had back and forth with Utica, states "This conversation did not occur". Utica is refusing to pay for my floors in the rebuild leaving us responsible for thousands of dollars that was their fault.

  Business response

  07/18/2024

  
  
  
  RE:     Our Insured(s):         ******** & **** ******
  Dept. File #:              ********
              Policy Number:         *******
              Claim Number:         ********
              Date of Loss:             3/26/24
              NAIC Number:          *****
              Adjuster:                    Kayvon S******* (CT Lic# ********)
  
  
  Dear *** ****
  
  This letter is in response to the above complaint filed by the insured, **** ******.
  
  The claim was reported to Utica on 3/27/24 with the loss date listed as 3/26/24.
  
  The description of the loss was noted as: “burst pipe under kitchen cabinet caused water damage to cabinets and to dining room floor”
  The policy in force for the date of loss reported was a HO 00 03 (05/11).
  
  The complaint relates to the following area:
  
  Removal of the living room flooring not being covered.
  
  Please note the response and comments below regarding the insured’s concern.
  
  Removal of the living room flooring not being covered.
  The removal of the living room floor would not be covered as it was not damaged as a result of the loss.The flooring is also hardwood, which can be sanded and stained.
  
  The appraiser noted on 5/3/24 that he never authorized the removal of the flooring. Below is the appraiser’s summary of the revised estimate.
  
  REVISED ESTIMATE
  - removed $1,979.11 from *******'s invoice
  - wood floors in living room should not have come up - they are solid oak
    floors original to the home
  - removed drying mat for dining room as floors were torn up anyways
  - not allowing new flooring for living room, as the floors were undamaged
  - ******* advised that FA informed them to remove all continuous flooring -
    this conversation did not happen
  
  On 6/21/24, the appraiser spoke with the ******* representative and that conversation is summarized below.
  
  - ob (out bound call) to ******* ###-###-####
  - asked for ******
  - I asked ****** why all of the floors were removed when I only authorized  
    the dining room.
  - ****** stated he told me in that call that they were continuous
  - I disagreed and stated that these floors are oak and could have been
    matched
  - ****** advised that in the future, all requests would be in writing
  - thanked/same
  
  The initial photos obtained during our inspection support that only a small area of the dining room was affected as evidenced by *******’s drying mat in the corner. The decision was made to allow for the full dining room; however, there would be no reason to extend into the living room.
  
  The photo below also shows that the flooring runs parallel to the living room opening (upper left of photo) making for an easy transition from the new dining room flooring to the existing living room flooring.
  At this time, our position remains unchanged and the removal of the living room flooring was not authorized by Utica, would not be part of a normal repair practice, and is not included in our estimate. We apologize for any frustration or inconvenience on the part of the insured regarding the response time aspect, and we are working to ensure the remainder of his claim goes more smoothly for the insured.
  If there are any follow up questions, please contact me at the number listed below.
  Respectfully,
  Randall J. G*********
  Randall J. G*********
  Property Claims Supervisor
  
  

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called to see if a leak was covered by the insurance. They did not even do anything. We determined there was no leak. I called the plumber and nothing was done by the insurance. This is impacting my current insurance rates and coverage

  Business response

  04/23/2024

  This letter is in response to the above complaint filed by the insured, *** ***** ***** *****.The claim was reported to Utica on 9/6/22 with the loss date listed as 8/31/22. The description of the loss was noted as: “looks like there is a leakage between the town water line and house. Got a high water usage notification.”The policy in force for the date of loss reported was a HE 00 07 (06/21). The complaint centers around the following: per the insured, this claim is affecting his insurance price as well as coverage.Below is a timeline of events related to this loss.As previously noted, the loss was reported on 9/6/22. Contact was made with the insured on 9/7/22 at which time he explained that he contacted the city due to having a high water bill to see if they had a leak on their end and was told that they did not. As there was no damage to the property, no inspection assignment was needed. The insured explained that he would get a plumber out to inspect and see if they could determine the cause of the leak.The insured had service line coverage on the policy and a notification was sent to MBRE (Mutual Boiler Reinsurance) on 9/9/22 to review the claim.On 9/15/22, MBRE sent an email that they spoke with the insured and the insured advised them that the city acknowledged there may be a leak.On 9/23/22, MBRE sent an email that they spoke with the insured who advised that no leak was found and the claim was being closed.  A call was placed to the insured on 9/29/22, confirming we were closing the file and to call if there were any questions.While we empathize with the insured’s situation, the claim was reported and investigated, and is therefore on record. If the insured requests it, we will draft a letter “To whom it may concern” advising that there was no payment made on the claim.If there are any follow up questions, please contact me at the number listed below. Respectfully, Randall J. G*********Randall J. G*********Property Claims Supervisor (614) 823-5338

  Customer response

  04/23/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I spoke to Randall, he said work was done so the claim cannot be removed from my profile. If you see the letter sent to me, it says I am withdrawing my claim, that itself says the claim should be removed. Regards, ******** **********

  Business response

  05/02/2024

  This letter is in response to the above follow up complaint filed by the insured, *** ***** ***** ******The complaint follow up message from the insured states: I spoke to Randall, he said work was done so the claim cannot be removed from my profile. If you see the letter sent to me, it says I am withdrawing my claim, that itself says the claim should be removed.In an email from the MBRe rep, on 9/23/22, they stated that they spoke with the insured who confirmed there was no leak and we could close the claim.  Based on that conversation, the adjuster sent a confirmation letter on 9/29/22 confirming that the insured was withdrawing their claim. Please note that “withdrawing” a claim does not mean removing it from the insured’s claim history. It means that the insured was no longer pursuing their claim. The event happened, the claim was reported, and subsequently investigated and then closed.If there are any follow up questions, please contact me at the number listed below. Respectfully, Randall J. G*********Randall J. G*********Property Claims Supervisor

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called and reported an accident involving a deer that jumped out in front of my vehicle. Claim was processed and was given to an agent that started to assist me. After I sent in the requested photos and video of the damage the company completely shut down all contact with me. I have called and left multiple messages which have all been ignored. I cannot schedule an appointment with a body shop for repairs until their adjuster evaluation comes through and it’s been a full week now with absolutely no contact. Continuing to operate my vehicle on the road with a broken headlight and a hole in my grill exposing half of my radiator to any and all debris on the roads, putting my life as well as the lives of others at risk.

  Business response

  04/03/2024

  This letter shall serve as acknowledgement and response to the complaint filed on March 28, 2024. The  complainant is insured with personal auto policy issued by Utica Mutual Insurance Company and was  involved in an automobile accident on March 20, 2024.  
  In review of our records, the claim was reported to Utica Mutual Insurance on March 20, 2024, by the  complainant. The adjuster had reached out to the Complainant that same day, at which time she went  over the facts of loss and his coverages. A link was sent to him to take the initial photos of the damages  and prepare an inital appraisal for repairs. At this time of our conversation the Complainant had advised  his vehicle was drivable. 
  The estimate was completed and on March 27, 2024, the adjuster spoke to the Complainant, following  up with an email, which included a copy of his estimate. We currently await further paperwork from the  complainant to be able to issue payment.  
  If any additional information is needed, please feel free to reach out to discuss.  Sincerely, 
  Cathleen V*********  
  FT Claims Supervisor 
  

  
  

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  hello, i had a bursting pipe at my rental property which i have insurance for the rental property with Utica. Claim# *********. i file the claim on January 28, 2024. I had extensive damage to my property. On January 31st an adjuster came too picture of the damages, i handed him the pipes that ere replaced (which he took with him) i had to go to work i even left him at the hose to complete his report and went to work. After not hearing from them after 6 days i contacted Susan W***** the claim specialist on February 5h, she said she's sending me a letter via email to please respond to it with explanations, which i did on February 5th. I have not heard from them since, I've sent countless emails asking for an update, no replies. On February 22, i called Utica's customer department explaining my issue and i was transferred to Susan W*****. I asked her the status and why i have not receive any replies to my email, she said her manager want more explanations and i'll receive an email on that date. I still have not heard from them. meanwhile my property is in shambles forcing me to consider selling at below market value due to the extensive damages. I need this claim to be process as soon as possible. thank you,

  Business response

  03/07/2024

  This letter is in response to the above complaint filed by ********** *********.The claim was reported to Utica on 1/28/24 with the loss date listed as 1/28/24.The description of the loss was noted as: “insured has no gas or heat - pipe burst on main floor of home causing basement flooding. Please contact insured. Insured states that she has cleaned up basement.”The policy in force for the date of loss reported was a ** ** ** (07/88). The complaint centers around the damages to the insured’s property and the pending resolution of her claim. Below is a timeline of events related to this loss.As previously noted, the loss was received on 1/28/24 and assigned to the handling adjuster on 1/29/24. Initial contact was made on 1/29/24 at which time the insured advised of the broken pipe and water damage to the dwelling. This is a rental property and the insured advised that the tenants were in the process of moving out the weekend of the loss. The loss was assigned to an independent appraiser to complete an inspection of the damages.The inspection was completed on 1/31/24 and the summary report, photos and estimate were uploaded on 2/1/24. The inspection showed the property to be in overall poor condition and there was no heat present. The inspection report notes the pipes were likely frozen and there was a question as to whether there was oil in the heating tank and if heat was properly maintained. The occupancy status was also in question.A request for additional information was sent to the insured on 2/5/24. The insured responded on 2/5/24 advising she was in litigation with the tenants and did not have access to the property. She also indicated that the tenants were on a heating program (HEAP); however, no documentation was provided for the tenant’s status or the heating as requested.On 2/22/24, we spoke to the insured and again requested information needed to assist in determining coverage for this loss. These items included utility bills and heating invoices for the past 12 months, plumber’s invoice and copy of the lease. Also requested was a copy of the city violation regarding the trash that was filed against the insured.The insured filed the BBB complaint on 2/23/24.As of 2/24/24, the insured is being assisted by an attorney.Due to the pending coverage concerns, a reservation of rights was issued to the insured on 2/26/24.While not all of the requested information has been received, the insured has submitted the tenant’s eviction notice along with additional documentation, that is currently under review.Once all of the requested documentation has been received, we will review for final coverage determination and move forward to resolve the claim.If there are any follow up questions, please contact me at the number listed below. Respectfully, Randall J. G*********Randall J. G*********Property Claims Supervisor ###-###-#### 

  Customer response

  03/10/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Mr. G********* Mentioned in the letter that the house was in poor condition, which was in accurate. Prior to the water damage the work needed were cosmetic repairs which was not substantial. Yes the tenants throughout all their junk in the yard which I had to clean up, that had nothing to do with the insurance claim. I have been an insured at Utica for a long time ( I think over 15 years). I’ve never had a claim before. The insurance company knows that this was a rental property and my policy states that.  At the time of the pipe burst I did not have possession of the property. The tenants fully moved out on February 1st. All that was relayed to Utica. I provided all of that information. I just need this claim to be approved and Utica to fair. This whole process is causing me immense stress.  Regards, ********** *********

  Business response

  03/25/2024

  This letter is a follow up response to the above complaint filed by ********** *********.Below are the concerns noted in the insured’s follow up remarks. We have attempted to address each of these concerns based on the information at hand.House was not in poor condition, damage was cosmetic At the time of the inspection, this was the condition of the property as noted by the appraiser. Some rooms had holes in the walls and evidence of prior holes where repairs had been attempted. A photo sheet is attached and page 33/73, photos 65 and 66 are an example. Some of the flooring was also in poor condition as evidenced on page 34/73, photo 67 and page 36/73 photo 71.The tenants threw junk in the yard which is not related to the insurance claim While the “junk” in the yard is not specifically related to the claim, the insured received notice from the city of this condition. The date the insured was notified is important as it relates to the timeline to help establish when the insured knew, or should have known, that the tenants had moved out.The property is a rental property Utica is aware this is a rental property and this is not in dispute.Insured did not have possession of the property at the time of the pipe burst This area is pending as we are attempting to establish the timeline of events. The insured advised the she went to the property on 1/27/24 in response to a non-compliant notice of excessive debris received from the town of Babylon.We have requested a copy of the non-complaint notice from the insured to assist in establishing the timeline of events and we have not received it yet. This was requested again via email to the insured’s attorney on 3/19/24.Tenants moved out on 2/1/24Again, we have requested documentation to establish a complete timeline of events. Would like claim approved We will gladly move to resolve the claim once all requested documentation is received. As noted previously, a list of the pending information needed was sent to the insured’s attorney on 3/19/24.The cause of loss is frozen pipes due to lack of heat at the property. Once all of the requested documentation has been received, we will review for final coverage determination and move forward to resolve the claim.If there are any follow up questions, please contact me at the number listed below. Respectfully, Randall J. G*********Randall J. G*********Property Claims Supervisor ###-###-####

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/27/23 I filed a claim with my insurance company pertaining to a stolen motorcycle. Over the course of the now three months, they have been giving me the runaway and exploring any loopholes that can prevent them from paying me out. I followed through with their requests which included signing a consent to speak with my attorney, as well as meeting with their Special Investor Unit. When I ask them the status of my claim they constantly tell me that they are unable to provide me with a date of completion. I continue to make monthly premium payments despite the vehicle not being in my possession and is listed as stolen with my local law enforcement agency as well as the DMV. I’m requesting that someone reaches out to them in order for them to provide me the update that I’m requesting. My concern is that they will continue to drag this out. Thank you.

  Business response

  11/07/2023

  Good afternoon, Our Company provides the attached response for this complaint ID ********.  If you have any questions or require additional information, please contact me. Thank you, Kathleen P****** Compliance Analyst E-mail:  ************************************; Telephone:  ***** ********

• Initial Complaint

  07/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  totaled my 2012 Kia Soul on Thanksgiving 2023. I had my car towed to *********** *** in Albany NY. They declared it totaled. The claim number was #********. My contact was Rachel K******* . Utica National paid.for the car and told me the car would be sold to a scrap company. I got ignored when I asked where to send the title. Destination Kia just called this week ask what was going on with the car. The storages are $17,00.00 for a car I thought wad.long gone. Utica National is now claiming the car was an owner retained wreck and will not pay for storage. By the way they never paid for the original tow from the accident and storage fee.I wy.be filing a complaint on Kia for waiting 7 months and 17,000.00 dollars in charges before calling.

  Business response

  08/14/2023

  Please allow this correspondence to serve as our response to the above captioned complaint, submitted by Mr. ******** *****.

  Upon receipt of this complaint, a member of our Claims Team was in contact with Mr. ******s representative, to address any outstanding concerns, which included reimbursement of outstanding tow and storage fees, as a result of the subject accident. This additional payment was issued to Mr. ***** directly on August 9, 2023.

  At this time, it is our position that this file is resolved in full and there should be no additional outstanding issues. If there are any additional questions or concerns, please do not hesitate to reach out

  Sincerely,

  Melissa C****

  Material Damage Unit Supervisor

   

  Customer response

  08/21/2023

  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. 

  I put reviews and complaints in about Albany ************ *** and my former auto insurance company Utica Mutual. I can’t thank this agency enough for the help with both. After months of no contact/answers to resolve and get my money back. Both companies resolved my problems within a few days of each other and mentioned being contacted by the BBB. I don’t think either would’ve helped without your help. Thank you so much.
  Regards,
  ******** *****

• Initial Complaint

  06/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Utica National Insurance group ended up putting a second false accident for the same one on two different dates I was told from by *********** when i try to change insurance for these two dates august 23 and august 24th and somehow revoked my dad’s insurance for the same accident and made my insurance go up for months and I found out after *********** got confused about why there was a second accident two days apart and they did send a settlement knowing I’d pay more to in premiums than what it’s worth also i do not want *** ****** and ******* ******* taking settlement and car I get for this because it relates to my insurance premiums not the car itself I want a fully paid ******* sports car and a lump some of the amount of 10000 also you guys took advantage of a disabled person not smart

  Business response

  06/30/2023

  Please be advised that it is the goal of Founders Insurance Company to provide the best possible service.  A member of our staff has been in contact with the complainant and was able to confirm that there is only one claim reported in our system.  The complainant noted that the other loss may be under **** **** but again, there is only a single loss reported under the Founders policy.  Should we able to be of further assistance, we request that the complainant contact our claims department and we would be happy to look into any other further concerns.

• Initial Complaint

  06/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My car was hit my one of Founders insurers on 03/25/2023. I had to wait over a month before I could take it ti the body shop for repairs. Once I schedule the tome to drop my car off to the body shop on 05/08/2023, another surprise occurred. I was told I had to pay for the rental and I will be reimbursed once i return the car and submit the receipt. The repairs on my car was finished on 05/26/2023. I faxed a copy of the receipt from ***** and called to confirm that they received the receipt. I paid $595.82 to ***** *** ******, the reimbursement check I received was for $550.81. I called Founders left a couple of messages to the adjuster Erik *********, never received a returned call. I called and spoke with customer service and was told the $45.01 that was excluded from the check was taxes. I was told they do not pay the taxes. I informed her I wasn't pleased. I should not be responsible for paying any cost. Please assist

  Business response

  07/19/2023

  We have contacted the complainant and have corrected the error. We believe the matter has been resolved to her satisfaction.

• Initial Complaint

  04/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The accdient occurred 11/23/22, my claim has not been resolved. My claim specialist Nancy C******* (###-###-####) & manager Dan K******* (###-###-####) is aware of my issues. I sent the police report on 1/17/23 & didnt hear from Nancy until 2/2/23 when I initiated a call. Nancy confirmed Utica admitting fault & would pay for repairs, I had to call Claims solutions (###-###-####) to schedule an adjuster to inspect my vehicle. I repeatedly called Claims Solutions as no one would call me back, received extremely rude customer service & hung up on many times, an adjuster came out 2/11/23. The adjuster stated needed my vehicle on a lift to inspect the damage underneath. I tried many times to contact both the adjuster and Claims solutions to confirm a date to complete the inspection at ***** ****** and no one helped. After speaking to 2 Claims Solutions managers, the adjuster completed inspection on 3/9/23. Nancy didnt get back with me until 3/21/23 confirming the repair estimate & the estimate was sent to *****, both were under an agreement. ***** called me 3/16/23, 3/20/23 and 3/22/23 asking to call Utica as they didnt have an estimate & had not begun repairs. Later that day ***** confirmed estimate details were received & would begin repairs. Nancy confirmed I would receive a check by mail for repairs on 3/21/22. I called Nancy on 4/3/23 to inform check didnt arrive. Utica didntt have my apartment #. Ive given my FULL address to Utica multiple times before checks were issued & received letters from Utica when the claim initiated. On 4/3/23 Nancy confirmed she would place a stop payment on the checks which takes 3 business days & overnight new checks, I should receive them 4/7/23. As of 4/9/23, no checks received. Repairs completed 4/3/23 & Utica underestimated the labor cost around $350, when payment details were agreed upon.

  Business response

  05/01/2023

  Please allow this letter to serve as our response to the complaint filed on the aforementioned matter. The loss was reported to this company on December 2, 2022. As reported, the complainant’s vehicle, sustained damages when involved in a motor vehicle accident, with our insured, in Dallas, TX. The Claims Specialist assigned to investigate the subject accident, first spoke with the Complainant on December 8, 2022. During that conversation, it was explained that a liability investigation into the accident would need to be completed, which included review of the police report and statements from both parties. The subject police report was received, which supported that our insured operator ran a red light, resulting in the accident. During this time, however, in order to finalize liability, the Claims Specialist was still in need of a statement from the vehicle operator. As of February 2, 2023, we were still unsuccessful in securing a statement, however, decided to move forward and arrange a vehicle inspection. An inspection of the Complainant’s vehicle was completed on February 12, 2023. On February 16, 2023, we moved forward, accepting liability based on the statement provided by the complainant, the police report, and the damages to the complainant’s vehicle, On February 23, 2023, we were advised of potential supplemental damage and the need for a reinspection. At that time the independent Appraiser was contacted to finalize arrangements to inspect the additional damages and vehicle further. In addition, the appraiser information was given to the Complainant directly and to follow up with, if necessary. On March 16, 2023 the supplement was completed and check for the complainant’s damages were mailed on March 21, 2023. On April 3. 2023, The complainant contacted us to tell us he never received payment for his repairs. We discovered that we did not have his apartment number included in is mailing address. On April 5, 2023, we reissued payments to the complainant and mailed them to him to his correct address. On April 4, 2023, the complainant advised us that there was a labor rate discrepancy between the independent appraiser’s estimate and the dealership’s estimate. We contacted the independent appraiser and advised them to contact the dealership to finalize the totals of the estimate. On April 14, 2023, we received the final supplement from our independent appraiser with the correct labor rates and amounts. On April 17, 2023, we sent payment for the final amount on that same date to the complainant via overnight shipping. On April 20, 2023, the complainant contacted us and told he had not received the last payment. After a review of our file, we discovered that the final payment was not sent overnight. We contacted the dealership and made the final payment for the complainant damages via credit card over the phone. In closing, we feel that the Complainant’s claim is now resolved and we apologize for any delay’s that were experienced throughout the process. Should you have any questions with regard to the foregoing and/or the enclosures, please feel free to contact me at ###-###-####. Very truly yours, Dan K******* Material Damage Claims Supervisor

*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. ↩