ComplaintsforUnited Security Insurance Company

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was Rear ended back on sept 4th of 2024 it orginally took me 4 hours on hold to get ahold of this insurance after 4 hours i was told i would get a call I got a call about 2 weeks later to tell me i would have someone come look at my truck to see the damages After about another 2 weeks i get a call saying my truck will be totaled they asked me to tell them what happened via recording of the accident and then told me at this time we will not be totaling your car and that there management will be taking over the ********* it is now 10/23 and i still have no received anything else... i have called the company multiple times and currently on hold for one hour and 20 minutes right now.

  Business response

  10/25/2024

  Thank you for forwarding this inquiry to our office.  Customer concerns are important to us and we appreciate the opportunity to address them.  Due to privacy concerns, we are unable to post a specific reply here for public view.  The Company will contact the complainant within 2 business days to discuss their concern.

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  One of their insured patrons, backed into my parked car and damaged my front drivers side headlight. The light is broken. Their Insured person is ******** ***. I have called and Called.This happened in July 2024. They did send an adjuster out to my home, at the end of July, but I have not heard anything since this time. All I want is my car repaired.

  Business response

  09/21/2024

   Thank you for forwarding this inquiry to our office.  Customer concerns are important to us and we appreciate the opportunity to address them.  Due to privacy concerns, we are unable to post a specific reply here for public view.  The Company will contact the complainant to discuss their concern.
  
  

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is an ins ** that I have been tasked with an attempt to have my vehicle ***aired due to a MVA and their client crashing my car. I have called this **. several times and each time was no less than a 2 hour hold time to get to a *** that then is tasked to try and get my adjuster on the line, this has not happened. Accident happened 06/08/24, car was inspected in July and my estimate per the *** has been available since mid August. The adjust has not called me once since the initiation of this claim. I have left several messages with her supervisor , he has never called back. Today 09/05/24 I have been on hold for 05:03:30 and still on hold in an attempt to speak with someone anyone regarding my claim. Per the ******** ***air shop this is an ongoing problem with this specific company. My attorney for bodily injury has had the same **ncern , she specifically said this is the worse ins company she has ever en**untered. I am in need of my vehicle ***aired and my bodily injury claims tended to. This company has no urgency in this matter at all

  Business response

  09/09/2024

  Thank you for forwarding this inquiry to our office.  Customer concerns are important to us and we appreciate the opportunity to address them.  Due to privacy concerns, we are unable to post a specific reply here for public view.  The Company will contact the complainant within 2 business days to discuss their concern. 

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was a back seat passenger of a vehicle that was rear ended by their insured on 7/10/24. The claim was opened on 07/11/24 and since then myself nor the other people in the vehicle have heard anything from anyone. All information that they requested was sent to them no later than 07/12. I have called three times now each time being on hold over a hour. The last two reps supposedly reached out to the adjuster and I was told I was being transferred to him both times only to be sent to voicemail. Their insured admitted fault in the police report and the vehicle I was in has already been deemed totaled. I am not sure what the hold up is.

  Business response

  07/29/2024

  Thank you for forwarding this inquiry to our office.  Customer concerns are important to us and we appreciate the opportunity to address them.  Due to privacy concerns, we are unable to post a specific reply here for public view.  The Company will contact the complainant within 2 business days to discuss their concern. 
  

  Customer response

  07/31/2024

   
  Complaint: 22045506
  
  I am rejecting this response because: it has been two business days and no one has contacted me.
  
  Sincerely,
  
  *****************************

  Business response

  07/31/2024

  Thank you for forwarding this inquiry to our office.  Customer concerns are important to us and we appreciate the opportunity to address them.  Due to privacy concerns, we are unable to post a specific reply here for public view.  The Company will contact the complainant within 2 business days to discuss their concern. 

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to report questionable and potentially scam-like practices I have encountered with United Security Insurance.Collision Date: May 13, 2024 Car Pick-Up: May 16, 2024 Key Issues:Lack of Communication: No response after multiple calls and messages from May 23 onward.Conflicting Information: Email estimated damage at $2,200, followed by a call stating the car was a total loss.Delayed Clarifications: Finally received information that the car would be ready, then later told it was totaled due to damage and storage fees.Storage Fees: Car sat in a garage for over 60 days, accruing $7,500 in fees, leading to totaling the car because it was deemed not worth $10,000.I believe this unethical practice has affected multiple customers, leaving them without a vehicle and owing money. I seek support to address and stop this practice.

  Business response

  07/19/2024

  Thank you for forwarding this inquiry to our office.  Customer concerns are important to us and we appreciate the opportunity to address them.  Due to privacy concerns, we are unable to post a specific reply here for public view.  The Company will contact the complainant within 2 business days to discuss their concern. 

  Customer response

  07/30/2024

   
  Complaint: 22013763
  
  I am rejecting this response because:
  I am writing to address my ongoing issue with United Security Insurance Company, as this matter has not been resolved. I have not received my car, nor have I had any communication since my original complaint. The company's handling of this situation has been extremely negligent.
  
  Attached, you will find a copy of the invoice generated by the insurance company. Additionally, the other communication that has transpired between myself and the insurance company consists of voicemails left by the claim officer. She provides a return number, but her mailbox is always full, and she never answers when I return the call.
  
  This ordeal has been both mentally and physically exhausting. As a 66-year-old woman with medical issues, I have had to rely heavily on my children, causing them to put their own lives on hold to run errands for me. This is all due to the inconsistent practices of United Security Insurance Company.
  
  Throughout this process, I have consistently paid my car insurance on time, yet I am still receiving very poor service. The details of this case are as follows:
  
  Complaint ID: ********
  ********************: United Security Insurance Company
  
  I request that this complaint be reopened and further investigated, as it is far from being resolved. Thank you for your attention to this matter.
  
  Sincerely,
  *************************
  Sincerely,
  
  *************************

  Business response

  07/30/2024

  Thank you for forwarding this inquiry to our office.  Customer concerns are important to us and we appreciate the opportunity to address them.  Due to privacy concerns, we are unable to post a specific reply here for public view.  The Company will contact the complainant within 2 business days to discuss their concern. 

  Customer response

  08/07/2024

   
  Complaint: 22013763
  
  I am rejecting this response because:
  I have been in contact with the insurance company, and they have assured me that my vehicle will be fixed. The auto repair shop has also confirmed that they are in the final stages of completing the repairsthough this is happening three months later.
  
  The matter is still ongoing. Therefore, as of 8/6/2024, I cannot confirm that this complaint has been resolved. I will keep you updated on the situation as it progresses.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  *************************
  

  
  

  Business response

  08/07/2024

  Thank you for forwarding this inquiry to our office.  Customer concerns are important to us and we appreciate the opportunity to address them.  Due to privacy concerns, we are unable to post a specific reply here for public view.  The Company will contact the complainant within 2 business days to discuss their concern. 

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  united security insured person hit my car from behind. I filed a police report and filed a claim. The insured and I have been trying to contact the adjuster to resolve this issue. The company, United Security has not mailed, emailed or text anything regarding the filing of the complaint or any type of acknowledgement of the claim. I was instructed to get the car looked at by their authorize repair facility, where i did go and nothing has happened. The company staff called while i was at work, left a vm saying that the claim is denied.

  Business response

  07/03/2024

  Thank you for forwarding this inquiry to our office.  Customer concerns are important to us and we appreciate the opportunity to address them.  Due to privacy concerns, we are unable to post a specific reply here for public view.  The Company will contact the complainant within 2 business days to discuss their concern. 

  Customer response

  07/08/2024

   
  Complaint: 21927931
  
  I am rejecting this response because: The company has not contacted me. This is the same runaround I have been getting from them. I checked my phone, voice mail and text. No contact from the company at all. The company does not communicate with email, mail or text. I was told that i would receive the claim information and rejection letter in the mail. I have not since the time I have submitted the claim. The call goes directly to vm to screen and no response afterwards. The company's insured has stated the same. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  CLAIM # **ULV25408 The total loss department will not get back in touch with us to resolve an accident on 4/12/20**.We were told to call and ask for ******* in the total loss department and we've, called numerous times, left Voicemails only to get no response.Taking days off work just not to miss a call back to resolve this matter isn't helping, we are at the final stages of this nightmare. ****** from First Chicago apologized to us, not realizing or letting us know the truth from the very beginning that our Insurance company is the sister company, the same entity as they put it to us as our insurance company.. The person that rear-ended us and was cited has the same insurance company so they made the wrong claim number from the very beginning, making this a very confusing situation, went as far as blaming us in the beginning for filing a claim against our insurance when we said numerous times when we went to court the at fault party showed the judge she had valid current insurance , the Judge gave me permission to write down her insurance information from her phone and we passed it along to first *******...we were told the police officer wrote FIRST UNITED/****************** insurance on the accident report and they didn't recognize it until I asked why they had the same address in ************ ,then ****** said the person that rear-ended us has the same insurance company as us, it's just first Chicagos sister company, the same entity.Lastly we just want to resolve this matter, we are customers still... made multiple car ********************** payments since the accident so a call back would be much appreciated. Thank you

  Business response

  07/02/2024

  July 2, 2024
  
  Complaint ID#:  ********
  Consumer: ***********************
  
  Please allow this to serve as our response to the above captioned matter.
  
  The complainant has accepted the total loss offer. Documents were sent to the complainants lien holder for check processing on 7/1/24.  Upon receipt of the lien holder documents payment will be issued to the lien holder for the account of the complainant.
  
  Respectfully,
  
  *********************
  Sr. Property Damage Director
  ************

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My claim was denied - Claim #**ULV27885 And I cant get in to contact with anyone Tried calling the Supervisor ****** and have left a voicemail at his direct line **************) but no answer.They denied the claim saying I did not file a police report for a hit and run in ** hours - my car was hit by a driver while it was parked and I do not have to file a police report in ********, hence why I called United Security Insurance as soon as seeing the damage. I called United Security Insurance the same day(05/23/20**) it happened and when I spoke to them they stated after filing the claim and giving me the claim # that I had no further action to take. Only to be told later when the claim is denied that I did not file a police report - this is a deceptive business practice and my rights and any policy exclusions were not explained to me during this initial call.

  Business response

  06/17/2024

  June 17, 2024
  
  Complaint ID#: ********
  Consumer: *********************
  Claim Number: 24ULV27885
  
  Please allow this to serve as our response to the complaint filed by *********************.
  
  The claim was reported by the Complainant on 05/23/24 advising his vehicle was hit by a hit and run driver this same date.
  
  This claim was assigned to an adjuster for investigation into coverage and liability on 5/24/24 and the vehicle was set up for an inspection on this same date. The complainant was sent a contact storage mitigation letter on 5/23/24.  The adjuster called the complainant on 5/31/24 and obtained his recorded statement of loss facts.  The complainant confirmed the details of the loss and confirmed that no police report was filed for this incident.
  
  On 6/12/24 the claim was denied for coverage as the complainant failed to file a police report for the hit-and-run accident within 24 hours of the incident. 
  
  It is never easy for an insurance company to deny a claim, nor is it easy for an individual to accept the denial. However, based on the aforementioned the Company feels it has handled the claim accordingly.
  
  Respectfully,
  
  *********************
  Sr. Property Damage Director
  Phone: ************
  
  
  
  
  

• Initial Complaint

  03/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was in a car accident on 12/12/20**. I filed a claim with H31343030373**7343638H H3**83431313331313637H roughly 12/21/**. I took the car in for an estimate to Auto Collision in ********** on 12/19/**. Since then the only thing I have received from them is a claim #**ULV19209 and an estimate via email. I have called both H31343030373**7343638H H3**83431313331313637H and *********************** from **** H3330333**53**6373636H. I have since called both companies 25 times with no resolution. I have filed a complaint with the ******** Commissioner of H3330333**53**6373636H and am now asking for your help to resolve this issue. All I would like to do is get my car fixed and be reimbursed for any out of pocket rental expenses in a timely fashion. I would also like to be reimbursed for my deductible since they will be suing the H3**03**5393030353932H that is responsible for the accident. I have never received a call from the adjuster and when I spoke with ******* on January 30,24 she said she was putting a check in the mail. This H3**03**5393030353932H should not be in business and shame on Brya H3330333**53**6373636H for representing them. Thank you for your time.

  Business response

  03/06/2024

  March 5, 2024
  
  Complaint ID#:  ********
  Consumer: *******************
  Claim Number: 23ULV19209
  
  Please allow this to serve as our response to the above captioned matter.
  
  The claim was reported by the complainant on 12/14/23 advising a driver not listed on her policy was rear ended by another vehicle on 12/12/23.
  
  This claim was assigned to an adjuster for investigation into coverage and liability and the vehicle was set up for an inspection for damage.  On 12/27/23 the complainants estimate was received.  On 1/4/24 the complainant was provided with a status on the claim.  ********** report was received on 1/19/24 and on 1/30/24 coverage was resolved on this date for the driver that was not listed on the policy and coverage was afforded for the claim.  The complainant was called on 1/30/24 and advised of the approval of the claim.  The complainant advised on her shop of choice for repairs at this time.  A copy of the complainants estimate was sent to her body shop and payment was requested to be issued. The complainant was advised payment would be sent to the shop and supplement and rental procedures were explained to her.  On 2/14/24 the complainant was called to see if she had a rental invoice for reimbursement and a message was left on her voicemail.  On 3/4/24 the adjuster contacted the complainant to remind her the payment was sent to her shop of choice for the vehicle repairs and again requested any rental invoice for reimbursement as no invoice has been received to date.  On 3/5/24 the complainant contacted the adjuster and advised the check was not received by the body shop.  A stop payment was requested on the original check issued and a new check was requested on this date.  The complainant was advised on this date that the check will be sent certified to her bodyshop of choice, Crash Champions.  The complainant sent the adjuster an email from ************************ advising that she does not have a rental invoice for reimbursement at this time.  The file has been referred to our subrogation collections department for the funds paid by the company and the insureds deductible.  Upon repayment from the at fault carrier the insured will be reimbursed her deductible accordingly. 
  
  Upon receipt of the rental invoice from the complainant it will be reviewed for payment consideration.
  
  Respectfully,
  
  *********************
  Sr. Property Damage Director
  Phone: ************

  Customer response

  03/07/2024

   
  Complaint: 21380708
  
  I am rejecting this response because: The check was never sent to Crash Champions in ********** so I am still unable to get the car repaired. As of todays date the only thing that I have received is a claim # and an estimate for repair. I have been told at least 3 times the check is in the mail. 
  
  Sincerely,
  
  *******************

  Business response

  03/11/2024

  March 11, 2024
  
  Complaint ID#:  ********
  Consumer: *******************
  Claim Number: 23ULV19209
  
  Please allow this to serve as our response to the above captioned matter.
  
  The original check was issued to Crash Champions on 2/12/24 under check number 15965.  This check was requested to be stopped paid and a new check was requested on 3/5/24 to Crash Champions under check number 16070.  This check is being sent certified mail under tracking number Label # **********************.
  
  Respectfully,
  
  *********************
  Sr. Property Damage Director
  Phone: ************
  

  Customer response

  03/11/2024

   
  Complaint: 21380708
  
  I am rejecting this response because: As of today 3/11/24 a check has not been received to have the car repaired.
  
  Sincerely,
  
  *******************

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive been waiting on a women named ************************* to give me a call about my car I wrecked almost 2 months ago now it took her a month to contact my step dad over my insurance claim and she got my phone number and was supposed to call me the next day and has yet to do so and Im fixing to get sued over this car now all over a simple recorded phone call getting more information from me about the incident and Ive called and left her numerous messages theyve left recordings on her phone line with my name and number and she still hasnt contacted me.

  Business response

  02/26/2024

  February 26, 2024
  
  Complaint ID#: ********
  Consumer: *****************************
  Claim Number: 23UAR19769
  
  Please allow this to serve as our response to the above captioned matter.
  
  The Company received notice that the insured vehicle was involved in a loss wherein they struck a deer. Upon launching our investigation it was determined that the insured vehicle was being driven by the Complainant who was an unscheduled owner/operator/household member. Our insureds failure to disclose the Complainant as an owner/operator/household member is a serious misrepresentation of their policy and the Company is actively investigating coverage under a reservation of rights.
  
  The Company has been in contact with the Complainant as recently as 2/15/24 to obtain their statement and we will maintain communication as we continue to investigate the policy misrepresentation and whether coverage will apply.
  
  Respectfully,
  
  ***************************
  Property Damage Director
  Phone: ************
  
  

*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. ↩