ComplaintsforUnited Security Insurance Company

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was rear ended by this provider's customer on July 30, 2023. Once police report was submitted to United Security they sent an adjuster to access damage and said that the damage was more than the value of vehicle so they would provide documentation to total vehicle to both Service King * ** loan company on September 12, 2023. I have yet to have any documentation provided to either company to relieve me of the accruing charges of a vehicle I cannot drive or is even in ** possession. I cannot get anyone on the phone as it goes directly to voice mail. I am stuck with no help and am in desperate need of assistance. Please help. My claim number is #CLM00005248

  Business response

  10/12/2023

  October 12, 2023
  
  Complaint#********
  Claim Number: CLM000005248
  
  The file was transferred to the ********************* for handling. The adjuster contacted Service King to request a breakdown of charges and was advised that the Complainant had pursued the claim through her own Insurance Carrier. The total loss adjuster contacted the Complainant and was advised of the same. The Company has accepted liability and will review the subrogation demand when received by the claimants carrier.  
  
  Respectfully,
  
  *******************************
  Salvage/Total Loss Manager
  ***********************************************
  ************
  

• Initial Complaint

  09/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I were involved in a motor vehicle accident with a party that was insured by United Security Health and Casualty on September 18, 2023. The investigating officer at the scene verified that the driver at fault was, in fact, covered by the above stated insurance company at the time of the accident. My insurance agent began a claim with the insurance company since the driver at fault spoke no English and was not at all able to comprehend what he needed to do to file the claim. It has now been 10+ days and neither our insurance agent, or myself, is able to contact the company to get information on how to proceed with our claim. Our vehicle was damaged and needs to be repaired as well as I was seen at the local ** for treatment of injuries sustained in the accident. The companies recording on their claims line states that you need to leave a message and your call will be returned in the order that it was received but it will be in less than 2 business days.......that has yet to be the case. There have been no return phone calls except for the initial call to give the claim a number. You absolutely CANNOT speak with ANYONE. I've even resided to send an email with no response thus far.

  Business response

  10/11/2023

  October 11, 2023
  
  Complaint ID#:  ********
  Consumer: *****************
  Claim Number: CLM00006370
  
  Please allow this to serve as our response to the above captioned matter.
  
  The claim was reported by the named insured for report only advising the complainant struck his vehicle to the rear on 9/18/23. The claim was assigned to the adjuster on 9/19/23 and a call was placed to the named insured to advise him he did not carry physical damage coverage on his policy and a message was left for a return call. A letter was sent to the insured regarding the same on that date.  On 10/3/23 a call was placed to the insured advising him again of only carrying liability coverage on his policy and the insured advised he would be filing his claim with the other partys carrier for his damages.
  
  On 10/3/23 a call was received from the Famers Insurance agent for the complainant advising the complainant was seeking damages and liability through the insureds policy.  On 10/4/23 a call was placed to the complainant and claims procedures were explained and an inspection for damage was set up on the complainants vehicle.  On 10/5/23 a call was placed to the complainant and a message was left for a return call. On 10/11/23 a call was placed to the complainant and a message was left for a return call. 
  
  On 10/11/23 a call was placed to the named insured to obtain his recorded statement of loss facts and determine liability.
  
  At this time the claim is currently open and active for a return call from the complainant and the named insured to properly determine liability.
  
  Respectfully,
  
  *********************
  Property Damage Director

  Customer response

  10/18/2023

   
  Complaint: 20670447
  
  I am rejecting this response because: as of today, October 18, which is 1 MONTH since the accident, we still have no resolution to the claim. We heard from them once since this complaint via phone and once via a form letter. We have contacted them via phone 3 times with no call back and 1 time via email with no response. The estimate from the onsite adjuster has been complete for over a week.
  
  Sincerely,
  
  *****************

  Business response

  10/23/2023

  October 23, 2023
  
  Complaint ID#:  ********
  Consumer: *****************
  Claim Number: CLM00006370
  
  Please allow this to serve as a response to the above captioned matter.
  
  On 10/12/23 the complainants estimate was received by the company.  On 10/18/23 the adjuster spoke to the complainant, and she was provided with a status on what was needed to resolve the claim.  On 10/19/23 the adjuster obtained a statement from the named insured for this incident.  On 10/19/23 the adjuster obtained the statement from the complainant for this incident.  The file was sent for management review on 10/19/23 and authority was granted to deny liability for this loss as the dump truck driver was the proximate cause and liable for this loss for striking our insured to the rear and pushing them into the complainant.  On 10/20/23 the complainant was contacted and advised of the liability denial and a letter was sent the same date advising of the same.  On 10/23/23 the adjuster spoke with a Farmers insurance representative also advising on the liability denial.
  
  Based on the aforementioned the Company feels it is handling the claim accordingly in relation with the loss settlement terms of their insurance policy.   
  
  Respectfully,
  
  *********************
  Sr. Property Damage Director
  Phone: ************
  

• Initial Complaint

  09/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I filed a claim on 7/30/23 (#ULV12695) for a loss that happened the night of 7/29/23, I have yet to get my claim resolved. I have been calling, leaving numerous voicemails and have not received a callback. All I want is my car fixed so that I can move on. I will continue to leave voicemails and file complaints wherever I can to get my claim resolved.

  Business response

  10/05/2023

  October 5, 2023
  
  Complaint ID#:  ********
  Consumer: ***************************
  Claim Number: 23ULV12695
  
  Please allow this to serve as our response to the above captioned matter.
  
  The loss was reported by the complainant on 8/9/23, advising that she rolled over debris in the road and caused damage to her rear bumper on 7/29/23.
  
  The claim was assigned to an adjuster for an investigation into coverage and the complainants vehicle was set up for an inspection for damage.  On 8/16/23 the complainant was advised the adjuster is awaiting the completed vehicle estimate for review and would contact her back upon receipt.  On 8/17/23 a contact, storage mitigation letter was sent to the complainant.  On 8/18/23 a call was placed to the complainant to obtain her recorded statement and the connection was lost.  A call back was made to the complainant and a message was left on her voicemail for a return call.  On 9/11/23 a call was received from the complainant after hours and she was advised the adjuster will follow up with her during regular business hours or she could also call back to provide her recorded statement between normal business hours. On 9/21/23 the adjuster obtained the recorded statement of the complainant.  The complainant confirmed no police report was filed for this incident. The adjuster advised the complainant that FCIC has sightings of her vehicle with the exact same damage prior to the inception of her policy and requested proof of prior repairs for the vehicle.  The complainant advised the adjuster that the vehicle had no prior damage to her vehicle and only had minor mechanical work completed.  On 9/21/23 the adjuster advised the complainant that the next step for her claim would be a request for Examination Under Oath due to the inconsistencies regarding this matter.  On 9/25/23 the file was sent to Defense Counsel to conduct the Examination under oath. 
  
  The file is still open and pending the completion of the Examination under oath by the complainant and the completed claim investigation.
  
  Respectfully,
  
  *********************
  Sr. Property Damage Director

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was hit by this company's insured on 8-21-2023. They were at fault as I was rear-ended while siting in traffic on the interstate. My first contact with they I was only able to leave a voice mail that I was told I would be contacted in within the next two days. That did not happen. Then when they finally did call it was no an adjuster it was someone telling me that it was my responsibility even though the accident was not my fault to pay to get my car from the towing company and get it to a body shop that they are not responsible for storage fees. They also told me that a rental car was my responsibly to pay out of pocket. That they would reimbues me at a later date. I am now up to $1,500.00 in Rental Car costs out of pocket. Since that time I have not heard from them and have not be able to get ahold of them. I have left 5 or 6 messages sent multiple emails to no avail. I know only because the body shop told me that they have looked at my car week before last and most likely will be totaled. Still I can't get ahold of them and get this resolved. This is by far the worst service I have ever received from any insurance company. I also have neck issues and have had zero assistance in regards to that as well. My Claim Number is CLM-********

  Business response

  10/03/2023

  October 3, 2023
  
  BBB# ********
  
  This is in response to your BBB complaint regarding claim #CLM-00005693.  Coverage and liability have been resolved on your claim and the assigned adjuster will reach out shortly to discuss the resolution for your vehicle damage.  We apologize for any inconvenience this may have caused and we appreciate your patience and understanding.
  
  Respectfully,
  
  *****************************
  Property Damage / ******************************************

  Customer response

  10/12/2023

   
  Complaint: 20632163
  
  I am rejecting this response because: 

   

  BBB,

  
  

   This has still not been resolved. One contact a week ago and still no resolution. Still paying for rental car out of pocket now for 6 weeks and a total of $3,600.00 and Counting. 

  
  

  Thank you,

  
  

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

  
  

  Business response

  10/18/2023

  October 18, 2023
  
  BBB# ********
  Claim Number: CLM5693
  
  This is in response to the complaint filed by ************************  The consumer's complaint was regarding rental charges associated with an automobile accident.  The rental receipts were received and reviewed and reimbursement for the charges has been processed and relayed to the consumer.
  
  The automobile involved in the accident is being handled by the total loss representative.  
  
  I believe that the consumer/s complaint has been resolved to their satisfaction.  If you have any further questions or concerns, please do not hesitate to contact our company.
  
  Respectfully,
  
  ********************************
  Property Damage /Training Director
  ************* office
  ***********************************************
  

  Customer response

  10/23/2023

   
  Complaint: 20632163
  
  I am rejecting this response because: Because this has still not been resolved and they have tried to Violate ***** Law on two points. 1st they tried to make me pay for Towing & Storage even though I am the one that got Hit. 2nd they are trying to make me pay for anything over $25.49 a day for Rental car again even though I am the one that got hit and ***** Law says I have a right to a Similar Car the the one that their insured hit. Witch in my case was a 2016 ******* Santa Fe. What I got from the Rental Company was a Midsize SUV exactly Similar to my car.   
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was struck by a driver insured with this company on 08/27/2023 and have yet to hear from the adjuster on claim number 23UAR13681. It is not possible to get through to a real person, every option available when calling goes to a voicemail. I received a call back from a CSR on 09/05/23 and was given the claim number, name of the adjuster assigned and was told that it could take the adjuster 3-5 business days to review the claim and contact me. My insurance company and I have left several messages for the adjuster and have not received any type of response and this is the 7th business day since the adjuster was assigned which is clearly outside of the time frame I was given. The police report is very simple to read and it is more than clear that the driver insured by this company is 100% at fault, anyone can recognize that after taking **** minutes to read the report. This is a huge inconvenience to me as I have been without a vehicle since the 08/27/23. I have attached a copy of the police report as I have no clue whether you have it or not since the adjuster will not respond... After reviewing the BBB complaints it seems that the only way to get a response is to file a BBB complaint which is ABSOLUTELY RIDICULIOS AND TERRIBLE BUSINESS! I am completely dumbfounded by the fact that this business has an A+ rating, that has got to be a mistake!

  Business response

  09/26/2023

  September 26, 2023
  
  Complaint ID#: ********
  Consumer: ***********************
  Claim Number: 22UAR13681
  
  Please allow this to serve as our response to the above captioned matter.
  
  The loss was reported by our insured on 8/28/23. It should be noted that the claim was reported with an unscheduled operator in control of our vehicle therefore the Company launched a coverage investigation. Upon initial report there was no information presented for the Complainant. The Company received Complainant information on 8/31/23 and it was confirmed the Complainant was filing with their carrier for the vehicle damages.
  
  The Company returned a call to the Complainant on 9/4/23 but we were unsuccessful in connecting and left a voice message. The Company spoke with the Complainant on 9/6/23, 9/9/23, 9/14/23, & 9/15/23 advising on claims status as well as rental procedures.
  
  The Company recently received our insureds cooperation as well as a copy of the crash report and the Company has determined that we will be affording coverage. The Company is currently awaiting a full & final subrogation demand from the Complainants insurance provider to evaluate the damage to the vehicle as well as the rental reimbursement.
  
  Respectfully,
  
  ***************************
  Property Damage Director
  Phone: ************

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was involved in an auto accident with one of their clients back in July. Myself, and my claims adjuster have been trying to contact this company nonstop. They have yet to respond to any of our calls even though their automated message states a callback time of 2 days. I need them to accept liability so that I can have my deductible waived, but they are impossible to reach..

  Business response

  09/11/2023

  Based on the information submitted, the company is unable to locate a claim. Please provide a policy number or claim number in order for the company to respond. 

• Initial Complaint

  08/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Our client was involved in an accident by this company's insured causing property damage & bodily injury. We need to reach this company, they have not answered any of our calls, responded to our email and they have not tried to reach our office. we want to try and resolve this amicably, if there is no coverage they should send us a letter stating that instead of just flat out ignoring us.

  Business response

  08/17/2023

  The company will need to be provided with a policy number or claim number in order to address the complainant. 

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am an attorney in *****. On July 18, 2023, my client was severely injured in an automobile collision which was caused by this company's insured. My client called repeatedly and finally got a claim number about a week after the accident. Nothing after that. When she called, it is perpetual hold, every time. She then hired me. I sent a letter of representation on July 31, 2023 after being unable to get in touch with anyone for two full days. I have heard nothing since then despite repeated calls. I even tried form two different phone numbers, chose the option to have the call returned, never has been. My client had no insurance on the car and it is in a tow yard accruing charges. She has not way to get to work, in addition to dealing with very serious injuries. We simply need to get the property damage taken care of as soon as possible before she loses the car. I need someone to reach out to me by email or phone, office ************. If I do not answer leave a real phone number to call so I can talk to a human being. If I do not receive a call or email this week, I will have to file suit.

  Business response

  08/16/2023

  August 16, 2023
  
  Complaint ID#:  ********
  Consumer: *******************
  Claim Number: CLM00004916
  
  
  Please allow this to serve as our response to the above captioned matter.
  
  The loss was reported to us on 07/25/23 by the complainants client advising they were involved in a motor vehicle accident with our insured on 07/18/23.
  
  It was determined on 08/01/23 that the insureds policy was not active on the date of loss; therefore, no coverage would be afforded for the loss.
  
  On 08/03/23, a company representative spoke with the complainant and advised there would be no coverage for the loss. Denial letters were mailed to all parties involved.
  
  Based on the aforementioned we feel we have handled the claim accordingly.  
  
  Sincerely,
  
  ***************************
  Property Damage Supervisor
  Phone: ********

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have full coverage insurance with United Security. My car accident was in April. Its august and the insurance company has still to cut a check for my car repairs. Ive been without a car for months. Ive called them and called them and called them. They dont care that I am inconvenienced and struggling financially to get back and forth to work. This has been a nightmare. My car has been at the shop and the man is charging $55 a day to hold my car. Insurance has deemed my car totaled finally last month, but still refuse to cut the check for the shop to start repairing my car.

  Business response

  08/01/2023

  August 1, 2023
  
  BBB ID: ********
  Claim Number: 23ULV08168
  Complainant: ***************************
  
  The total loss offer was extended to the Complainant on 7/19/2023. The Complainant stated that she wanted to owner retain the vehicle and was advised that the lienholder must agree to the owner retain offer. The Lienholder was contacted and agreed to allow the Complainant to owner retain her vehicle. On 7/21/2023 the Lienholder authorized the owner to retain and provided the Company a copy of the title and payment was issued to the Lienholder for the account of the Complainant. The Complainant was advised that all settlement funds would be sent to the Lienholder and applied to her account, as the vehicle was deemed a total loss and any repairs would be her financial responsibility. The Company contacted the shop several times for any advance charges and all calls were unanswered or not returned. 
  
  This claim has been settled and paid as of 7/21/2023.
  
  Respectfully,
  
  *******************************
  National Total Loss/***************
  Phone:************ Fax:************
  ***********************************************

  Customer response

  08/01/2023

   
  Complaint: 20399024
  
  I am rejecting this response because:

   

  my bank not myself has received any money. 
  

  If they closed the deal the 21st then who/where did they send the check to?
  
  Sincerely,
  
  ***************************

  Business response

  08/01/2023

  August 1, 2023
  
  BBB ID: ********
  Claim Number: 23ULV08168
  Complainant: ***************************
  
  On 7/21/2023 the Lienholder authorized the owner to retain and provided the Company a copy of the title and payment was issued to the Lienholder for the account of the Complainant. The complainant was advised that all settlement funds would be sent to the Lienholder and applied to her account. 

  Customer response

  08/01/2023

   
  Complaint: 20399024
  
  I am rejecting this response because:
  
  I have been on the phone with my bank all morning. Including the bank manager. 
  
  No check, instant transfer, money order, nothing, has been received by them. 
  

  they checked for the amount of the check in all areas, and have received nothing. 
  

  as for the shop guy not returning their calls, he has proof on his phone of trying to contact the insurance company several times, all with no return call back. 
  

  And I can vouch personally how hard it is to contact anyone at this company. It is almost impossible. 
  

  since April I have talked to a human, twice. 
  

  and I have called at least 30 times over the last few months. 
  

  The insurance company owes the shop money for storing my car for all these days and months and its my opinion that they have intentionally ignored him to bypass paying him. 
  
  him and I have had countless recorded conversations about trying to get ahold of someone, anyone at the insurance company, and how its almost impossible to talk to a human. 
  

  If they can provide proof that theyve diligently tried to contact him, then I will retract my statement. 
  

  but theres no reason for him to not talk to them. It would have benefited  him to talk to someone from my insurance, period. 
  

  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a pending claim( CLM00003553), and the insurance company does not give me any information. One of their insured damaged my car, I file the claim and after that, they dont helped me anymore. I called almost every day for the past month and they take hours to answer the phone and when they answer they put on hold for hours and thats when they dont hang up. I sent many email with the copy of the policy report and they dont answer. I just need the refund for the damaged that theyre insured cause on my car.

  Business response

  08/04/2023

  August 4, 2023
  
  Complaint ID#:  ********
  Consumer: ***************************
  Claim Number: CLM00003553
  
  Please allow this to serve as our response to the above captioned matter.
  
  The loss was reported to us by the complainant on 06/06/23 advising they were involved in a motor vehicle accident on 06/05/23 with our insured vehicle. The complainants vehicle was set up for an inspection with an independent appraisal company and an adjuster was assigned to the claim.
  
  The company obtained a copy of the crash reported and discovered our insured vehicle was being driven by an unlisted driver at the time of the incident. Subsequently, a coverage investigation has been launched regarding the unlisted driver.
  
  The adjuster handling a secondary claim filed under our insureds policy placed a call to the insured on 05/05/23 and left a voicemail requesting a return call. On 05/20/23, the adjuster placed a call to the insured to which the call was answered and then disconnected immediately. 
  
  The handling adjuster also placed additional calls to the insured with no success in obtaining our insureds statement. The company has sent our policyholder two (2) certified Reservation of Rights letters, advising our insured of their duty to cooperate with the claim(s)filed under their policy and to contact the assigned adjuster.
  
  The complainant has spoken with company representatives on 06/28/23, 07/14/23, 07/21/23, and 07/25/23. Each time the complainant has spoken with a company representative, they have been advised on the status of the claim. 
  
  The adjuster will continue attempts to obtain our insureds cooperation to determine coverage and liability and will provide the complainant with updates as they become available.
  
  Based on the aforementioned we feel we have handled the claim accordingly.  
  
  Sincerely,
  
  ***************************
  Property Damage Supervisor
  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. ↩