Shelley's complaint:
February 11, 2013

Insurance Company: USAA
Coverage Type: Auto/Boat/Motorcycle

• Claim Handling - Unsatisfactory Settlement/Offer
• General - I feel abused by this company

I had an auto accident on Dec. 19th in the evening. The AAA company towed my car to my home. After calling an auto body shop, I had my car towed to that company for repairs. They could not get to the repairs until around the 27 or 28th of Dec. I borrowed a car from a friend to use so that my rental policy would not start until closer to the time my car was to be worked on. I rented a car from the rental company that my insurance company said to on the 29th of Dec. My car was not out of the auto body shop until the 11th of Jan. because some of the parts ordered were the wrong ones and had to be reordered. My insurance company did not email me or call me to tell me that they were not going to pay any further car rental fees past the 7th of Jan. On Jan. 11th I had my car towed from the body shop to my auto mechanic's shop because of the noice noticed in the car after the accident. A couple of days later my mechanic called me to come over and listen to the noise and asked me if it was there before the accident and it was not.
On my auto insurance policy's front page, it reads that I have auto rental insurance coverage at $30/day up to $900. No where in all the policy documents does it say that they have the right to restrict or decide when not to pay or how much to pay out of the $900. During this time and still to this date (Feb. 11th) I have sent them the bill from the auto body shop, a letter explaining why it took so long to fix and check out my car, and it was not because I did not have the money to pay for all the damages (as I did not have collision on my 1998 car). The company has not emailed me any written notices, but has told me after calling them that they would pay the full amount owing to the car rental company, but now comes back with a telephone message saying they need more technical information from the body shop before determining that they will pay the full car rental bill. Not once have they emailed me or given me any information in writing. Since when does an insurance company make up their own set of rules and policies without them being inside of your policy. I am getting calls from the car rental company for me to pay them about $250 out of my own pocket and the total bill is around $500.00. I am over 65 years of age and am on a fixed income and never have been so upset about anything like this before. I believe this is true harassment and illegal to boot!

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