Complaints

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My daughter was in an accident with one of their insured, who was cited for fault, on 10/24/24. Have called over 7 times in the past 12 weeks and have heard nothing about car being fixed. ******** customer service, especially when their insured is at fault.

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was hit by a driver who has this insurance on 12/29/25. First Chicago is handling my claim and has refused to contact me. I am without a vehicle now and I am unable to get to work and care for my son. They have not provided a rental and will not return any of my phone calls. They are refusing to complete the claim. The police report was completed weeks ago and every time I reach out to them by phone I receive no answer.

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was in an accident on Thanksgiving night . I called roadside from insurance several times and didnt get any help until almost 2 am . The accident occurred at 1030pm. I filed the claim on Saturday 11/26/24 because offices were closed on Friday. Car was then taken from initial tow lot in ************ then taken to their tow lot. Car has sat in tow lot ever since. I have been getting the run around about my car getting repaired . I have left numerous messages with adjusters. I finally received an estimate. I picked a place for repairs. Car was supposed to me sent to auto body shop on 1/6/24. I was supposed to be emailed when this occurred. I never received an email. Ive called and left messages multiple times with no call back. I finally spoke with my adjuster this morning. Now shes stating she needs approval for it to be towed. Its been entirely too long, and I need action taken swiftly. I was told I dont have rental coverage, but I will be reimbursed for what I have paid. Now the new adjustor is stating that there will be no reimbursement. I have paid over 1700 in rental car fees. My bills are significantly behind regarding this matter.

• Initial Complaint

  01/12/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On October 16, 2024, I was involved in an accident where the insured party of First Chicago Insurance, Mr. ***** *******, was found entirely at fault. Mr. ******* ran a red light while I had the green light. At the scene of the accident, a police officer reviewed traffic camera footage that clearly showed Mr. ******* speeding through the red light.Despite this evidence, First Chicago Insurance has offered me only 75% of the claim for damages. This is an unfair settlement that does not reflect their insureds full liability. The evidence provided, including the police report and traffic camera footage, confirms that Mr. ******* was completely responsible for the accident.I am seeking the BBBs assistance in resolving this matter by requesting that First Chicago Insurance provide a full settlement (100%) for the damages. Their reduced offer disregards the facts of the case and is unreasonable.Supporting Documentation:I can provide the police report, claim correspondence, and any additional evidence if required.

• Initial Complaint

  01/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was involved in an accident with one of their clients on Wednesday, November 27, 2024. The accident occurred on route 81 in ************, when I was in a huge line of traffic caused by an accident between exit 72 & 77. We were approaching exit 77 when we were hit from behind. My car was in the righthand lane and the car struck us in the left rear corner of my vehicle and ricocheted across the left lane into the median. I was able to drive my car home to ******, **, but when I took it to ***************** Body Works they found severe damage to the left wheel area and felt it was unsafe to drive. My car has been at the body shop since 12/26/24. Since that time I have had several issues with car rentals and difficulty contacting anyone from the insurance company. I have made several phone calls to the following numbers [************** Claims Resolution Hotline], [************** ******* ******** Claims Department], [************** *******], and [************** ****************** I have been told several times that I should leave a message and someone would contact me within 24 hours or 1 to 2 business days. I have not gotten a response in weeks from anyone at the company and have not been able to speak with ******* ******** ever. She is the one who sent me a letter and four pages to be filled out as soon as possible. The letter was dated 12/4/24 and I received it on 12/9/24. I filled out the sheets she had sent and mailed them back on 12/11/24, with an additional page of information regarding the accident, phone calls, and the body shop that would make the repairs. I believe the last time I talked to anyone was on 12/20/24. I have had to charge over $1000 for car rentals. I had to get another rental today in order go to a job tomorrow. When I talked to the body shop today and asked how payment would be arrange for the repairs they were not sure. Then when they called the company they were told that a final authorization had not been reach yet. Please call!***** ******

• Initial Complaint

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This is my insurance company, I have been reaching out and trying to get in contact with them about my accident on 12/26/24.I spoke to someone one time and have not been able to contact them since. I filed a claimed and called several times since then and have been put in a call que for over a week now. I was put on hold for 45 minutes and was hung up on. I am unable to speak to anyone regarding my claim and I pay for this service.

• Initial Complaint

  01/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was sitting in my SUV on a side street and another vehicle hit the back side of my SUV, the driver said he was delivery food and was looking at his phone and hit me, the owner of the vehicle was in the passenger seat. the driver said and told the police officer he was at fault. I've talked to their insurance **** and I'm getting nowhere they told me they cannot continue without a verbal statement from the driver and the passenger who is the owner of the vehicle and the insured of the vehicle. this happened on oct 31st 2024. the insured party is not compiling so they will not pay to repair my vehicle which I'm not at fault i was sitting still when he hit me.

• Initial Complaint

  12/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On October 17, 2024, ***** Fapohuna, the policyholder (Policy ID: **************, backed into my car. I filed a police report the same day regarding this incident. I have attached a photo as evidence.Since the accident, they have made no attempts to repair the damages or provide payment. I have sent several emails requesting payment, and I have information for at least three individuals in the company, yet I have received no response. At this point, I suspect that they are a fraudulent insurance company that has failed to provide service and compensation to victims involved in incidents caused by their clients. I need my car repaired.And I need compensation for damages.

• Initial Complaint

  12/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On July 6th 20** my car was hit by another damaging it. To date I haven't recieved payment for the damage to my vehicle a 2008 ***** accord. I have contacted the insurance company but they say the last detail they need is a statement from their insured to settle and pay for the damage to my vehicle. First Chicago Insurance Company: Hi SYM, thanks for reporting your claim #**ILV30617. ***** *. | First Chicago Insurance Company: The injury adjuster assigned to your claim is ***** *****, and her direct contact # is ************. I have called multiple times and no resolution. I shouldn't be without a car for 6 months.

• Initial Complaint

  12/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My son's car,which he bought 39 days before,was totaled by a client of First Chicago Insurance on 9/17/24. He had just put thousands of dollars into this car for repairs,which First Chicago did not take into consideration. He had spent $11,500 on the cost of the car and the repairs and only received around $5,000 back! How is this okay? But it gets even worse. He could not get a hold of a human and could only leave messages, which were NOT called back within 48 hours like they promise. When he finally got a hold of someone, they did not offer to schedule a rental car for him so he did it himself. SEVERAL WEEKS later, they told him they would only cover $26 per day, with no fees included. Why should he have to pay for a rental car when he was not the one who totaled his car? He spent $2,683 on a rental car for 48 days, since it takes them so long to reply back and do their job. They only reimbursed him $1,285! How is this even legal, when it was THEIR client who totaled his car?? This is unacceptable behavior from a company! This poor excuse of a company is listed as the #1 worst insurance in the *************! Not sure how they stay in business or how they are allowed to stay in business and s**** over consumers! They even tried to charge my son for the storage fee at the collision place, which the place said they are not supposed to charge the customer! If he had known that, we would have just stored it in our own garage since this entire process took almost 2 months! Even the so called supervisor, ********,would ignore his calls and take a week or 2 to return his calls. It is a shame that he does what he needs to do legally and have auto insurance, but no one does thier job and do not care about others! Something needs to be done about this company and shut it down! I have already informed the Department of Insurance along with governmental offices so hopefully they can start an investigation against this horrible company!

*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. ↩