ComplaintsforThe General Insurance

• Initial Complaint

  09/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 8/22/24 I contacted the general about my delayed payment and was told I have 12 days to pay which would have led me to cob 9/3/24. On 9/3/24 I went to make a payment and was brought to a screen where I was told I had to pay an additional $1600 to reinstate my insurance policy. The calls are recorded for evidence. I would like a refund of the money I paid on 9/3/24 so I can get car insurance elsewhere as I desperately need my transportation

  Customer response

  09/04/2024

  This complaint has been resolved and I was notified my insurance is now active with no lapse in coverage

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The General Insurance Claim No: ************* Date of Loss: May 27, 2024 Policy No: FL4892801 Policy Holder: **********************************: ******************************* *************************)Adjuster's Supervisor: ************************* ************************)On the morning of May 27, 2024 I was outdoor cycling when a vehicle hit me from behind. The driver of the vehicle is insured through The General. I was taken by ambulance to a local hospital. Once I reached out to The General I was informed their insured did not have medical insurance only property damage coverage. The adjuster asked that I submit my receipts for my carbon fiber bike as well as items damaged by the incident. I submitted receipts on May 30, 2024. After numerous calls to the adjuster and her manager I have yet to hear from them as to the status of reimbursement. I request assistance in helping me resolve this matter.Thank you.

  

  Business response

  07/19/2024

  Please see the attached response. 

  Customer response

  07/26/2024

  Hello,

  First I would like to thank the BBB. I received a call on 7/3 from the manager at the General informing me that they are calling because of my complaint with the BBB and letting me know that they need a letter from a bicycle shop and photos of the bike, which I provided on 7/13. I read the Generals reply to the BBB on 7/19. They indicated in their reply that I have an attorney. I do not have an attorney representing me. Thats why Im reaching out to them directly. That same day, I called the Generals adjuster assigned to the case and the manager. I left both of them a VM that I provided the report and photos they requested, let them know that I dont not have an attorney, not sure where they got that from and that I would like a status update. To date, the General had not provided a reply to the status of the reimbursement. 

  Customer response

  07/30/2024

   
  Complaint: 21878533
  
  

  Hello,

  First I would like to thank the BBB. I received a call on 7/3 from the manager at the General informing me that they are calling because of my complaint with the BBB and letting me know that they need a letter from a bicycle shop and photos of the bike, which I provided on 7/13. I read the Generals reply to the BBB on 7/19. They indicated in their reply that I have an attorney. I do not have an attorney representing me. Thats why Im reaching out to them directly. That same day, I called the Generals adjuster assigned to the case and the manager. I left both of them a VM that I provided the report and photos they requested, let them know that I dont not have an attorney, not sure where they got that from and that I would like a status update. To date, the General had not provided a reply to the status of the reimbursement. 

  

  Business response

  08/13/2024

  See response attacahed. 

  Customer response

  08/28/2024

  To the BBB,

  I have provided the ****** and ****** resignation letter dated 5/30/24 to the General Insurance. I also provided my statement on 08/23/24 to the Generals claim adjuster. 
  

  thanks 

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

  

  Business response

  09/10/2024

  Please see the attached response to the follow-up inquiry. 

• Initial Complaint

  10/17/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was hit by a woman a month ago, this lady has made my life terrible! I filed a claim with my insurance company(the general) and with her insurance company(******) . Although I have filed a claim on both parties, I have YET to speak with my adjuster from my insurance company she has been telling stories and avoiding me for this whole month not speaking to me , my car was deemed totaled by ****** Insurance Company. I am still being charged for a car that has not been driven don't since the accident. Every time I call the general I am transferred to different departments in the insurance company. No one wants to take the time to speak to me about this situation, everyone at the general is rude and very disrespectful with their words. I don't know how much longer I could tolerate the disrespect from This company but I am hoping something could get done about this situation. I appreciate any help I may receive please and thank you.

• Initial Complaint

  09/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a letter from PGAC dated 2/19/2021 stating that PGAC owed funds to me and that these funds would be received by the state of ******** within 30 days. It has been over 18 months and the state of Colorado does not have these funds. I have been told for months that these funds were given to the state of Colorado unclaimed property.I was told on 9/20 by ********************* that the funds were never sent to ** after being told for months that they had been sent to the state. A check was issued and mailed to me on 9/21 by PGAC and the check was voided on 9/22.*********** were sent to the state of Colorado or receive a valid check.****** was extremely rude and defensive to me on a phone call we just had. When I first spoke to her in June or July of *********************************************************************** back. She never called me back or tried to contact me. I should not have to follow up with her daily to reclaim these funds. I have always been given excuses as to where these funds are and why I am not able to reclaim them. Also, receiving excuses that she is working on month end close and could not call me back, no matter what time of the month it is. I do not need to hear excuses from PGAC any longer. I am done spending wasted time with PGAC to try to reclaim the funds that are due to me. It is very upsetting to be yelled at and not heard when I am trying to claim funds that are due to me and getting the run around as to where these funds are located.

  

  Business response

  10/05/2022

  Please see the attached response.
  See Attachment/File: CO5498-********-Response.pdf

• Initial Complaint

  09/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was sent to collections on a bill that was never presented to me or informed I owed. I completed my 6 month premium and switched premiums. On the last month I added a car for 3 weeks. There was no extra charge on said policy when added, but a increase starting at the beginning of the next policy. This is why I got a new insurance policy else where. Claim is they sent a final bill in the mail. Not true as I had paperless anyway. No emails or follow up just sent to collections a year and a half later. It's just absurd! **************** manager even acknowledged that they needed to take a look and fix this communication issue.

  

  Business response

  09/29/2022

  Please see the response attached.
  See Attachment/File: IN5472-*******-Response.pdf

• Initial Complaint

  06/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My car was hit by ******* **** on 6/13/22. He made an illegal uturn which caused him to hit my car. The general is saying I contributed to the accident Which is incorrect. I never went into the left turning land on Norris Ave. I stayed in the right turning lane even when trying to go around ******* who was at a stand still on busy street Statesville Ave. My car was damaged because of Mr *******'s decision. And his insurance should be the one to fix it. It's no reason why the general should be denying my claim ***********.

• Initial Complaint

  06/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  It's been a month sine open the claim with THE GENERAL INSURANCE (claim ***********) I can't reach no one over the phone or by email, adjuster ******* ****** ext: **** never answer on emails or phone calls and her voice mailbox is full. I have proofs that there client are at fault in this accident, I have Video and police report where he stated to police that he fell asleep at the wheel causing it to hit a guardrail and disable the vehicle in the middle of the road, no light was visible coming from his vehicle. This is a commercial vehicle and every day we are losing money because a tractor is in the shop waiting till insurance finish investigation. There client Couse a lot of damage to our vehicle, it **** coast around $20-25k.

  

  Business response

  06/21/2022

  Business Response /* (1000, 5, 2022/06/15) */ Good afternoon Better Business Bureau, This is to acknowledge receipt of the complaint forwarded to our office. The General, has responded on our behalf, stating their position regarding the complaint. We have attached a copy of the confirmation page of what was uploaded to your portal. We kindly ask that you confirm receipt of this email, as a confirmation for our records. Thank you. Consumer Response /* (2000, 7, 2022/06/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) Representative from the general insurance contracted me two or three days latter after I field complain to BBB.

• Initial Complaint

  04/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Claim # ************* On 04/07/22 I was strict by an individual covered with the general. The individual admitted fault but I am still required to pay for my rental. I am currently up to $1300 in cost for the rental when bringing this concern up to the individual at the general I was asked if I could borrow someone's car due to their customers policy being able to pay out $10,000. I stated I did not and was told they will try and get the appraisal of my vehicle completed within 48hrs so I could receive directions. This was on 04/15/22. I have called the general twice since then and only received an email today 04/19 stating it will take another 1-2 days to discuss a resolution. I can not longer afford this rental and will have to return it tomorrow morning. I will be car less when trying to purchase a new vehicle. I recently started a new job last month and I am within the probationary period where I can not miss work so I am at risk of being terminated and my kids are going to be missing school. I am not getting support from either insurance companies and it is effecting my mental health. I am currently writing this at 4:00am because I have not been able to sleep all night due to the stress associated with possibly losing my job, over draft fees in the bank and if I get any value for my vehicle trying to purchase a new car without a vehicle to take me places.

  

  Business response

  05/19/2022

  Business Response /* (1000, 5, 2022/05/13) */ We have received your correspondence regarding the above-referenced complaint. I have reviewed our file and offer the following response. This loss was reported to Permanent General Assurance Corporation of Ohio, herein PGAC, by our policyholder, ******************, on April 8, 202,2 under his personal auto policy *********. He indicated that **************, while operating our insured vehicle, struck *****************’s vehicle on April 7, 2022, in ********, Pennsylvania. On April 9, 2022, our adjuster called both ************** and ***************** but was unable to reach either party. She left voicemail messages for both. She also sent an e-mail to ************** and a letter to ***************** asking that they contact her to discuss the accident. On April 11, 2022, the adjuster secured **************’s statement. She advised that she failed to look to her left, prior to executing a left turn, which resulted in her striking *****************’s vehicle. She admitted fault for the accident. The adjuster called ***************** but was unable to speak with him. She left another voicemail message for him and sent him a second contact letter. She left a third voicemail message for him on April 12, 2022. On April 13, 2022, ***************** called the adjuster. He advised that his vehicle’s front bumper came off in the accident and that his vehicle sustained damage to the entire passenger’s side, and that it was at a tow yard. The adjuster conferenced in a representative from the tow yard, who said that the vehicle was a total loss. ***************** gave the tow yard permission to release his vehicle to ******, a vendor utilized by PGAC that provides charge-free storage. The adjuster arranged for ****** to pick up the vehicle and scheduled an inspection of it. ***************** inquired as to a rental vehicle since his vehicle was not driveable. The adjuster explained that we were unable to place him in a rental vehicle, at that time, due to the possibility that his total damage would exceed our insured’s $10,000.00 liability property damage limit. The adjuster sent letters to both ***************** and ****************** advising them of the potential limit issue. The adjuster also sent ***************** a letter informing him of his duty to mitigate his damage and that we would not consider any storage charges incurred after April 18, 2022. 2 PGAC, via ******, paid $1,150.00 in advance charges to the tow yard to get *****************’s vehicle released. It arrived at ****** on April 18, 2022. On the following day, we received the completed damage estimate, which confirmed *****************’s vehicle was a total loss with an actual cash value (ACV) of $8,155.50. On April 20, 2022, the adjuster called ***************** and informed him that his vehicle was determined to be a total loss and that his claim was being reassigned to a total loss adjuster for further handling. On April 25, 2022, *****************’s insurance company,***********, contacted our total loss adjuster to inform them that he was now pursuing a claim through them due to our insured’s $10,000.00 liability property damage limit. The total loss adjuster spoke with *****************, letting him know that*********** advised that they were taking over his claim. On April 26, 2022, *****************’s claim was reassigned to PGAC’s Subrogation Department to handle ************ forthcoming subrogation demand. The subrogation adjuster sent ***************** an out-ofpocket expense verification form to account for his rental expenses and any other expenses he may have incurred as a result of the accident. As of the date of this letter, we have not yet received***********’s subrogation demand or the out-of-pocket expense verification form back from *****************. We strive to provide the highest level of service to our customers and regret that ***************** feels we failed to deliver on this in our handling of his claim. However, we were unable to place him in a rental vehicle given the possibility that his total damage will exceed our insured’s policy limit. Please contact me if you have any questions or need additional information or documentation regarding this complaint. Sincerely, ************** ************** Field Operations Manager, Claims Phone: ************ ext. **** Email: *******@thegeneral.com

• Initial Complaint

  04/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Yes I signed up for auto insurance with The General on 03-28-2022 and was told to pay $276.55 down and $205.45 a month for 11 months. Once I made my down payment they dexided to change the konthly price to $354.35 a month without warning me about the price change. The General needs to honor the original price agreed on when I originally singed up for the insurance.

  

  Business response

  04/25/2022

  Business Response /* (1000, 5, 2022/04/18) */ We have received your correspondence regarding the above referenced complaint. I have reviewed our files and offer the following response. On March 29, 2022, Mr. ******* applied online for a policy with Permanent General Assurance Corporation of Ohio for a policy period of twelve (12) months. The total quoted premium for the twelve (12) month policy term was $2,437.00. He chose to pay the premium due by making a down payment of $276.55 plus eleven (11) future monthly installments of $205.45 due on the 28th of each month. During the application process, Mr. ******* indicated that he had prior insurance coverage. As part of the quoting process, we attempted to validate his prior coverage via our consumer reports but were unable to do so due to technical difficulties by the reporting agency. Once the policy was purchased, he was provided a quote with a reduction in premium with our best rate for Proof of Prior Discount based on the following criteria: (1) At least 5+ years of continuous auto insurance with no lapse in coverage, (2) Insured with the same company for at least 5 years, and (3) Current liability limits of at least 100,000/300,000. On March 31, 2022, our Underwriting Team issued (activated) Mr. *******’s policy with an effective date of March 29, 2022. Upon their review it was determined his proof of prior insurance had not been verified due to technical difficulties. We again attempted to validate his prior coverage via our consumer reports. The information returned was not sufficient to retain the discount quoted at the time of the policy purchase, as explained above. Therefore, the Proof of Prior discount level was changed which resulted in an additional premium due in the amount of $681.00. We then mailed him a letter advising of the discount level change 2 which *** have caused a premium increase that would be spread across his remaining installment payments. This letter also informed him prior coverage information was obtained through a consumer-reporting agency and his insurance premium for the current term of coverage had been evaluated based on their reported information. A letter was also included with his Policy Jacket, on the page titled: NOTICE OF ADVERSE ACTION REGARDING YOUR POLICY PREMIUM that advised, “the information reported by the consumer-reporting agency was not sufficient enough for us to apply the best rate and your premium was increased as a result.” Please note, both letters included the contact information for the consumer-reporting agency that reported the information used for rating purposes. On April 11, 2022, we mailed Mr. ******* an invoice advising payment in the amount of $263.49 was due before April 28, 2022. Upon receipt of this complaint, we thoroughly reviewed Mr. *******’s policy and determined sufficient notices advising of the change in Proof of Prior Discount and premium increase were mailed to him in a timely manner. All notices were mailed via the US Postal Service to the address he provided on the policy and there has been no indication of returned or undeliverable mail. We were unable to locate any verbal or written communication where we advised his monthly payments would increase to $354.35. As mentioned above, the only invoice we have mailed him to date advised the payment amount due is $263.49. As such, we are unable to speak to his statement, “they decided to change the monthly payment to $354.35 a month without any warning”. To clarify, it is common practice in the insurance industry for insurance carriers to obtain and utilize consumer reports through third party agencies for discounts, loss history, and motor vehicle report (MVR) verification purposes. The information obtained through these agencies *** affect rating factors resulting in premiums being increased and/or decreased should it differ from the information the customer provided during the quoting process. Below is a copy of Mr. *******’s updated payment schedule which demonstrates the revised payment amounts due based on current coverages and the updated Proof of Prior Discount being applied to his policy. Installment Number Invoice Date Invoice Amount Due Before Type 1 4/8/2022 $263.49 4/28/2022 Scheduled 2 5/8/2022 $263.41 5/28/2022 Scheduled 3 6/8/2022 $263.41 6/28/2022 Scheduled 4 7/8/2022 $263.41 7/28/2022 Scheduled 5 8/8/2022 $263.41 8/28/2022 Scheduled 6 9/8/2022 $263.41 9/28/2022 Scheduled 7 10/8/2022 $263.41 10/28/2022 Scheduled 8 11/8/2022 $263.41 11/28/2022 Scheduled 9 12/8/2022 $263.41 12/28/2022 Scheduled 10 1/8/2023 $263.41 1/28/2023 Scheduled 11 2/8/2023 $263.41 2/28/2023 Scheduled $2,897.59 Total Unbilled Invoices (Fees Included) 3 We find that Mr. *******’s policy was properly administered in accordance with the insurance guidelines for the state of Arizona and our normal procedures as filed and approved by the state. We can affirm his policy is listed with a Proof of Prior Level 4 proof of prior insurance discount and the monthly payments listed in the above payment schedule are accurate as of this date. If he feels the proof of prior information reported by the consumer-reporting agency was incorrect, he **** need to resolve this matter directly with their office as this information was reported by them and not our Company. The agency contact information is, ****** *********, Consumer Inquiry Center, *** ********** Blvd 18-5, ****** ****, NJ XXXXX, telephone number XXX-XXX-XXXX which was also provided in the letter we mailed him. We appreciate Mr. ******* as a customer and hope this explanation satisfies his complaint to your department. Please contact me if you have any questions or need additional information or documentation regarding this complaint. Sincerely, ***** D********** Director of Policy Operations Phone: XXX-XXX-XXXX Fax: XXX-XXX-XXXX Email: ************@thegeneral.com

• Initial Complaint

  03/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased insurance with the general. I paid 96 dollars down and I only had the insurance for 2 days because I found a cheaper insurance company. I called the general and asked them if I would get any of my money back and the lady told me it was never taken out of my bank account but it was. I called again and spoke with someone else and the man told me I wouldn't get my money back plus they charged me a 44 dollar cancelation fee. There is nowhere in the contract stating I would have to pay a cancelation fee. I just think I should get some of my money back.

  

  Business response

  03/30/2022

  Business Response /* (1000, 5, 2022/03/24) */ We have received your correspondence regarding the above referenced complaint. I have reviewed our files and offer the following response. On February 19, 2022, Ms. *** purchased an auto insurance policy online through Permanent General Assurance Corporation of Ohio, for a policy term of twelve (12) months. She bound this policy by making a down payment of $96.72 with eleven (11) future installments due on the 11th of each month. This same day she electronically signed her application, which states, “I acknowledge that cancellation at my request, including nonpayment of premium and/or fees, **** be calculated on a short-rate basis consisting of 10% of the pro-rata unearned premium.” On February 21, 2022, Ms. *** called our Customer Service Department requesting to cancel her policy due to her finding a lower rate. During this call she was advised to send in a signed written request to our Underwriting Team and to allow three (3) to five (5) business days for her cancellation to be processed. On February 24, 2022, our Underwriting Team received Ms. ***’s cancellation request and processed the cancellation effective February 21, 2022, per Insured’s Request. This cancellation left a zero (0) balance owed and zero (0) refund due back to Ms. *** as she was charged for days of coverage, for any fully earned fees, and a Short Rate Fee for cancelling the policy before the end of the term, as per our normal procedure and the policy contract. However, as a one-time courtesy, we have made an exception to waive the Short Rate Fee for early policy termination, since her policy was only in force for two days, which allows Ms. *** to receive a refund back on her policy. After updating the cancellation to remove this fee, 2 she is now receiving a credit back in the amount of $44.72. We ask that she allow three (3) to five (5) business days for our Accounting Team to issue this credit back to her **** card ending in ****. We anticipate that our one-time exception made to remove the Short Rate Fee and issue a credit back to Ms. ***’s **** card ending in ****, **** satisfy her complaint to your Department. A screenshot of the accounting premium summary for Ms. ***’s policy is shown below. Please contact me if you have any questions or need additional information or documentation regarding this complaint.

*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. ↩