2/23/10 On 12/23 09 my vehicle was hit by a young man who was driving his mother's car. The young man did not have a license, and unfortunately, was not on his mother's car insurance policy. My complaint is after 2 months of calling and leaving messages with American Freedom Insurance, the outcome was that they will not pay for the damages to my vehicle or give me the value of my car, stating, since the young man was not on the policy, they have no obligation to pay for the coverage. My complaint is twofold, first and foremost, the unprofessional and lack of accountability by American Freedom, and second, the poor and faulty service provided. It was clear from the very beginning, the driver was not on the policy and if coverage was not going to be provided, that conclusion should have been made well before almost 2 months of back and forth with them. From the very beginning when I called to file the claim, reaching them was extremely frustrating. Not once, did I speak with anyone, I had to always leave a message, and would receive a call back sometimes 2 days later, only to be told, that the claim was still in pending status.
It was not until I threatened to report them, that I finally received a direct answer, and it was to tell me, the claim would be denied. I am extremely frustrated with their lack of service, and the final determination, as it is unfair, and unjust that they could deny the claim. As reported, the young man did not have a license, yet she allowed her son to drive the vehicle, knowing he did not have a license, and also knowing he was not on her policy. Clearly, she and American Freedom should take accountability for the damages caused to my vehicle. The ultimate injustice, is that when I asked the auto shop for a copy of the estimate, I was told I had to contact American Freedom, and when I called American Freedom, I was told by the representative in a very un-servicing manner, that she would have to discuss my request with management, and that I would need to send in the request in writing. I had to insist she allow me to send in my request via email so as prevent any further delays because I now need to discuss the cost with the owner directly and would like to do so as soon as possible.
That email was sent on 2/18/10, and as of the date of this letter, I still have not received a call or a response to my email. First they deny me the claim, and they now have the gall to deny me the copy of the estimate already in their possession, that would aid me in trying to work with the owner, and provide her with valid proof of the cost of damages to my vehicle. American Freedom Insurance needs to be reminded of what it means to be a full service insurance company, reminded that as a service to their policy owners and those affected, they should work with and attempt to find a fair and just resolution, instead of choosing to hide behind a loop hole, so as to not have to be accountable and pay for losses, which is the point and purpose of having automobile insurance in the first place. They also need to be reminded that the lack of service they provide to their policy owners and those connected, is a direct reflection of the company that will always be remembered and spoken about.
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