Complaints

• Initial Complaint

  04/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was hit by a woman with HICI insurance on 1/5/2023 and flipped 6 times with myself and infant in the car. HICI settled the car claim fair** quick** but 3 months later, adjuster ***************************** still has not seemed to make much effort of settling the bodi** injury claim. I signed the medical info release on day 1 and had to beg for a response from then on out. She final** after 2 months did address parts of my bills but even after sending her info multiple times, has made no effort in addressing other bills. I actual** called and had bills faxed to her and mailed to her and all of the billing offices have had no response from her. She told me from the beginning she doesn't answer her phone, but she also has not returned calls. She very seldom ** replies to emails after sending multiple begging for a response. She has now had a bill sent from everyone AGAIN 3 weeks ago by fax and mail. Again no response to the billing offices or myself. She final** replied saying she got the info and added it to my "diary" whatever that is. But she still hasn't addressed them. I have checked in multiple times in the last 3 weeks by email and phone to no response again. 3 months of being badgers with medical bills (calls, mail and email from these places) because ***************************** won't just settle the claim. My insurance has also reached out asking why they haven't been reimbursed by HICI. 3 months of hello caused by a woman who almost killed **, billing centers contacting me nonstop, and then another woman (*******) who won't do her job. Claim number 2023-0073.

  

  Business response

  04/20/2023

  We are in receipt of your inquiry on the report of a complaint filed by ************************* regarding an automobile accident of January 5,2023 in Floyd County, *******. We appreciate the opportunity to respond.

  It appears that the original complaint was sent on 4-3-23 and was never received in our office. It was resent on 4-13-23 and this is the one that is being answered.

  On the date of the accident, ******************** was proceeding normally on **-1 Loop. Our insured vehicle changed lanes and struck ******************* vehicle and caused it to flip several times. Liability was never an issue as our insured was clearly at fault.

  The claim was reported on January 6, 2023. ******************** was contacted the same day. Initial conversations with ************************* were about the vehicle being a total loss. The vehicle damage ended up being handled by her carrier GEICO since Haulers did not have sufficient limits to cover Her 2020 ******* Tucson since our policy limit was $25,000 for physical damage. We will pay GEICOs subrogation up to the limits when the documentation of damages and billing are submitted to **.

  ******************** injury claim was assigned to *****************************.**************** asked for a Medical Authorization to obtain billing and reports from her treatment. ****************** complied with her request and returned the forms immediately.
  The medical bills and reports came in from the different providers in a sporadic manner. Numerous emails were exchanged between *************** and ******************** over the status of which bills and reports had been received and when settlement might occur.

  On 4-3-23 **************** determined that she had received all the billing and reports and was getting the final balance of what Anthem, her healthcare carrier, had paid toward her medical bills so they would be included in the settlement.   **************** made an offer to ******************** and the amount as well as the agreement about how all the bills and liens would be paid was agreed upon between the two of them.

  Subsequently, there was additional confusion about what bills had been paid and what ******************** would pay out of the settlement funds that she would receive. The offer was put in writing and emailed to ****************** on April 5th.

  ******************** frustration was partially due to her receiving bills from the medical providers that had already been paid.

  On 4-11-23 ****************** was issued a check for $6200 for her portion of the settlement and another check for $3400 for her daughter ****,after the releases were returned. The funds were sent two-day air through UPS.

  I personally spoke with ******************** this week after BBB complaint was received to see if she had any ongoing issues. I apologized for the communication issues that she had with **************** and asked that she call me directly if any other issues presented themselves.

  She indicated that she was satisfied with the resolution.Again, because of the confusion about the bills, I assured her that I would further consider any other bills presented that have not been paid.

  We apologize for frustrating ******************. It is rare that we receive reviews of this nature and additional training has been undertaken.

  Should you need further information, please let ** know.

  *********************
  Claims Manager
  HICI A Shelter Insurance Company
  P. O. Box 270
  ********, ** 38402
  
  ************ (Direct)
  ************ (Toll Free)
  ************ (Fax) 

  Customer response

  04/20/2023

   
  Complaint: 19884171
  
  I am rejecting this response because:

  I just want to make it known that I was NOT RECIEVING BILLS THAT HAD BEEN PAID as their statement said. I had many outstanding bills that I have been paying out of the settlement that ***************************** keeps saying we're paid by my insurance to cover her mistakes. All billing offices sent the bills to her multiple times and can attest that not a single one of them got a response from her. Furthermore, she asked me to hold off on the settlement over the phone because "she didn't realize my bills weren't paid in full" by my insurance even though she had the full statement of payment from my insurance that she had to reimburse them for. I got fed up with the *** and downs and back and forth and told her to just send me the settlement as is and I would pay everything. Afterwards, she sent me an email that I was correct on the phone and emails that my bills W**E OUSTANDING BILLS unpaid. She agreed to pay the ** bill. All the many other bills that she is telling you and her boss that were "paid in full" by my insurance W**E NOT and I tried to tell everyone. Proof of that is that I paid them all last week, with the exception to 2 Physician bills that are hung up for the moment because they had billed her with no response and have to take it away from their auto collision department per my request so that I CAN pay it. The insurance pending status from ******* ignoring the bills they sent her has me blocked from paying those 2 bills right now, which is a pain but their billing department and I are working it out. They were just as frustrated with her as I was. Also, take note that ***************************** send me emails blessing me out for filing a rightful complaint. I had to tell her to stop emailing me after multiple emails and threaten my lawyer on her so she would stop harassing me (my case with her was settled at this point, mind you.) I also had to call her boss and politely ask him to get her to stop contacting me with rude emails and that if we needed anything further, he could contact me instead. The only reason I settled instead of fighting it through or trying to get everything right is because it was worth all the stress and tears anymore. It wasn't worth the back and forth and the begging for a response from ******************. And even after just settling and calling it quits and deciding to take on all the billing issues myself, she still chose to send rude emails my way. None of it makes any sense. This whole thing took anxiety and depression way too far and I knew it was time to put a stop to it, even if it was at my own expense. I was right in my complaint. And I just want to leave it at this now. I just know that this stuff with her needs to be made known, because it was so so wrong.

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

• Initial Complaint

  03/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Daughter was hit by someone who has insurance with this company. This happened on 3/8/23 and we still have not been contacted. We have tried calling several times to call the agent but get his voicemail everytime and he won't return calls.

  

  Business response

  04/27/2023

  We are in receipt of your inquiry on the report of a complaint filed by ************************* regarding an automobile accident of March 8,2023 in *******. We appreciate the opportunity to respond.

  It appears that the original BBB complaint was sent on 3-27-23 and was assigned an ID of ********. It was never received in our office. It was resent on 4-26-23 and this is the one that is being answered.

  On the date of the accident, Our insured Bunny Rabbit Expresss vehicle was driving toward a construction zone where traffic had to merge from the left lane to the right lane. The Diguillio vehicle was in the right lane proceeding normally.

  Our insured thought he had enough time to merge safely. In reality he did not and struck the Diguillio vehicle which is the damage in question.

  We received the claim on 3-8-23 and tried to contact the parties involved. We originally had no phone numbers for our insured or Diguillio. We were unable to contact ********* until he left a message with the phone number on 3-28-23.

  At that point we had still been unable to contact our insured to verify the facts of the accident. We did leave a message for Mr.********* on 3-29-23 but we were unable to make contact.

  We spoke to Progressive on 4-7-23 and they indicated they were handling the claim for **********

  It appears that the BBB complaint was filed prior to this.

  I spoke to Mr. ********* today and reviewed the situation. I agreed to forward his Collision deductible of $500 and repay Progressive when they subrogated.

  Mr. ********* seemed pleased with our agreement, and I advised I would respond to BBB.

  Had we received the complaint when it was sent originally on 3-27-23 much of the confusion could have been avoided.

  We apologize for frustrating Mr. ********** It is rare that we receive reviews of this nature and additional training has been undertaken.

  Should you need further information, please let us know.

  
  *********************
  Claims Manager
  HICI A Shelter Insurance Company
  P. O. Box 270
  ********, ** 38402
  ************ (Direct)
  ************ (Toll Free)
  ************ (Fax) 

*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. ↩