Imperial Fire & Casualty is part of National General Holdings Corp.
I like having good experiences with car insurance companies. Some auto insurance companies are better than others. My experience with Imperial Fire & Casualty Insurance Company (RAC) has been terrible.
In the past 2 Miami car accident cases that I have had with Imperial Insurance Company, they:
Rarely answer the phone.
The majority of the time that my office called Imperial Insurance (RAC), my staff told me that the claims adjuster (person handling my client’s personal injury claim) did not answer the phone.
My experience has been that when I dealt with car insurance companies like Travelers Insurance, Liberty Mutual, Geico, State Farm, Nationwide Insurance, Allstate and many others, the claims adjuster answered the phone much more often than RAC (Imperial Insurance).
It is very frustrating not being able to speak with the claims adjuster, especially when the person in the car accident needs to be able to see a doctor or get paid for missing work after an accident.
Rarely return voice messages.
An assistant of mine told me that in the past 2 cases that I had with Imperial Insurance, the claims adjuster was not good about returning voice messages.
It is annoying not to get a return phone call, especially when my office is calling to find out whether RAC (Imperial Insurance) is receiving my client’s medical bills from the hospital or doctors who treated my client.
Solution: If Imperial Insurance Company is not returning your calls or letters, you may want to file a consumer complaint. You can read this post which explains how to file a consumer complaint against a Florida car insurance company.
This may get Imperial to respond to your calls or letters. It stinks that you may have to file the consumer complaint (which takes a 2-3 minutes), but at least (RAC) Insurance should respond.
I wish Imperial Insurance was easier to deal with and that this article could have said good things about RAC (Imperial) but at this time I can’t. My experience was that RAC insurance had poor customer service in regards to car accident claims.
In the next case that I have with Imperial, I hope that the claims adjuster promptly return calls from my office.
I would not like to be insured with them. I can only imagine that due to the difficulty reaching them that they may be slow in getting my car fixed under the collision coverage in my auto policy if I was in an accident.
I recently settled a personal injury case for a pedestrian who was hit by a car insured by Imperial Fire & Casualty. Imperial paid its insured’s $10,000 in bodily injury liability insurance limits quickly because my client was badly injured. I also received a $100,000 policy limits settlement from my client’s underinsured motorist insurance company, who was Progressive Insurance.
The contact information for Imperial is as follows:
305.260.3600 – Customer Service and Claims
email@example.com – Insured Web Site Help
Imperial Fire & Casualty
6161 Blue Lagoon Drive Suite 300
Miami, FL 33126
3. With Whom Does Imperial Fire & Casualty Compete?
Imperial Fire and Casualty competes with Progressive, Allstate, State Farm Mutual Auto Insurance, GEICO. Those insurers all pay claims for fairly than Imperial.
Imperial also competes with Farmers Insurance (part of Zurich), Mercury General, Infinity Property & Casualty Corporation and Direct General Corporation.
For Florida private passenger auto liability insurance, Imperial has less market share than:
- United Services Automobile Association (USAA)
- Safeco Insurance Company of Illinois (A Liberty Mutual Company)
- 21st Century Centennial Insurance Company (part of the Farmers Insurance Group of Companies)
- Infinity Insurance Company
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Editor’s Note: This post was originally published in September 2011 and has been completely revamped and updated.
I was stopped in traffic and rear ended by a lady with imperial insurance. Imperial’s claims specialists were very short and unprofessional. Imperial refused to pay and it was clearly their fault. My insurnace company is going after imperial to get their money and refund my deductable. I know I will get covered in the end but it should not take several months and dealing with rude people for something so clear cut
Justin "JZ" Ziegler says
You are smart that you had collision coverage at the time of your accident. I speak to many drivers or car owners whose car did not have collision coverage at the time of the accident and they are left dealing with a company like Imperial that can take a very long time to respond to a simple phone call.
Justin "JZ" Ziegler says
I am sorry to hear that. Good luck. You can let the Florida insurance commissioner know about your bad experience. Good luck.
I beyond understand your frustrations and have been living with it as well. I was also rear ended and not at fault from an accident that occured 11-18-2011. A settlement for the reimbursement of the pip was made and after I calculated the amount was incorrect.
I contacted them and amazingly out of all the records they knew exactly where the monetary amount was in error.
Keep in mind that during this time (around January) it involved many phone calls and emails just to get to this step. As the rep’s voicemail states that they do not respond to anyone who does not have a claim number. I had to get very demanding just to get an initial contact with the claim rep. I was thankful that I was able to get the claim number from my claims rep otherwise I would of never received it from Imperial.
I went to their office personally to be sure that they received my medical records requested. They asked for a claim number of which I did not have on me at the time. I told them the claims rep’s name, but they told me nothing could be done without a claim number. Keep in mind I live in Homestead and their office is near MIA. Thankfully I was able to have my roommate find the papers and relay the information to me via phone. Then they were very happy to take the records.
From that day on (February to date) I have had a living nightmare with these people. I was given a check (which I personally picked up) on 03-29-12. I immediately put it into a new account I set up that day which was the same bank that the check was written from.
(That ended up being one of the wisest things I did).
The funds were available (according to bank standards of pending honor of the check deposited) the next day. I withdrew a portion and another day I withdrew another portion. One day I go to look at my account online and I have a negative bank balance and a NSF fee for the second withdrawl. The check was returned REFER TO MAKER.
I of course tried to phone them with no response and also emailed them. I was replied to via email and that began the nightmare.
They in short kept telling me one story and then another. It included that it was my banks fault, then it was me who did not understand banking policy, and a month long of everyday emailing back and forth trying to get this settled.
I sent them a legal demand for payment via certified and registered mail which alloted me of course to charge them a service charge. They insisted they do not have to pay that and that they did not have to pay my bank fees.
They finally did send me a portion of the bank fees and finally sent me a check for the inital settlement and nothing more. I am out the extra bank fees, certified mail fee, and no letter which I asked for to clear my name with this bank.
So to date I have a new bank account that started in a negative balance and now in the end a tarnished bank record.
I went almost a month of non stop daily emails less about three days. My final email from them told me I was being unprofessional and they they would no longer receive any of my emails.
So is it even worth taking legal action or do you just accept what you have? As much as I would love to take legal action I can not afford to do it. It is not that I am seeking money, just to show that they can not use deceitful and frauduant practice/activity that Imperial does. More than one person has had these issues (based on reviews I have seen posted on the internet) and I can only imagine the others who can not have the means or time to deal with Imperial.
I will conclude with that I was smart enought to keep all records of the emails that were sent and all other related documents.
I only pray that others can learn from this and take a stand where I am not able to.
Justin Ziegler, Miami Injury Lawyer says
Thank you for sharing this information. If I have received what is fair from the insurance company, I do not take legal action. I do not take legal action unless I have been damaged. If my only loss is that I have been inconvenienced in sending documents to the insurance company, I do not take legal action. I wrote an article on how to get an insurance company to respond to your calls or requests in Florida. Sometimes I file a consumer complaint if the insurance company is being unreasonable. Hope that this helps.
Thank you for your information, I wish I could have seen this before I have to work with people in that company. My experience is really terrible. You are right, they never answer phones, they never return voice messages. The worse things are: they blamed me for leaving them voice messages and they will not give me a rental car for daily commute! The person was shouting at me like ” why did you leave 5 voice messages?
I just came back from a vacation!” He was the worst person I’ve ever met in my whole life! He was saying ” why are you so impatient? Why don’t you ask your insurance company to work on this case?” Oh god! It was their customer’s 100% guilty and I was supposed to get help from them, not only blame and sarcastic words! They don’t have basic compassion!
They don’t show any professions and they were so rude! When I tried to explain this issue to their supervisor, he was saying the same thing! But god! I need at least a rental car to go to work! Anyway, I want to let everyone know the imperial fire and casualty is the worst, worst, worst insurance company in US and the people work there are all very rude!
Justin Ziegler, Miami Injury Lawyer says
You are very welcome for the information. I am sorry to hear that you have had a bad experience with Imperial fire and casualty insurance company. Hopefully, you get or you got a rental car. Another auto insurance company that is just as bad as them is United Automobile Insurance Company. The good news is that there are plenty of good auto insurance companies such as Travelers insurance, Liberty Mutual and Nationwide. I wish you good luck.
I had a horrible experience with this insurance company. Even with a lawyer they were able to delay paying by stating my paperwork, MRIs and anything else that was sent to them was either lost or never arrived. I have two herniated disc and will eventually need surgery. I was offered $2000, I was told by my attorney at the time that their doctor stated that my back injury was not the result of the accident. I have not received any money. How does an insurance company get away with this, especially when you have proof?
Justin Ziegler, Miami Injury Lawyer says
Because many injured victims accept a low settlement. They don’t have to pay until you have a judgment against them.