American Access Casualty Company Insurance Review & Complaints: Auto Insurance (2025)

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What is American Access?

American Access Casualty Company (AACI) was founded in Chicago, Illinois in 1999. The insurance company expanded across the state, and then into Indiana, Arizona, Nevada, and Texas. The company is licensed in nine other states and plans to expand its operations.

AACI focuses on the non-standard auto market, with a particular niche serving Hispanic drivers. They write auto insurance for drivers with Mexican and other international driver’s licenses, for those with no license, and for drivers with other problematic issues such as a poor driving record or bad credit.

The insurance company offers bilingual service and promises lower auto insurance rates for non-standard drivers, although rates for this type of auto insurance are always higher than those offered on standard policies.

Independent insurance agents sell auto insurance products across the service area. Affiliated companies include A Abana and Illinois Vehicle Insurance, however, the company does not make any effort to make these connections clear.

Read more: A Abana Car Insurance Review & Complaints: Auto Insurance

What types of auto insurance products are offered?

The AACI website does not go into detail about what is offered on their auto insurance policies. They do write both liability coverage only and full coverage policies that include comprehensive coverage and collision coverage. In addition to these, options such as roadside assistance and rental reimbursement are also offered.

The site offers general descriptions of each coverage, but not a lot regarding the specifics of their auto insurance products.

Are the car insurance rates competitive?

AACI does not offer online quoting. Quotes can only be obtained by contacting a local agent. The site does, however, offer a quick form to find an agent in your area.

Because this is a non-standard insurer, we do not expect them to compete rate-wise with standard insurance companies, large or small. Without a rate quote, we are unable to offer a rate comparison to similar non-standard insurance companies.

American Access Casualty Company Claims Process

Ease of Filing a Claim

American Access Casualty Company (AACI) offers multiple options for filing insurance claims. Customers can file a claim via a local telephone number or by contacting their agent. Additionally, the company provides a toll-free number for arranging towing and roadside assistance.

While filing claims is possible, AACI does not offer online claim filing, which may be less convenient for some customers.

Average Claim Processing Time

AACI does not provide specific information about the average claim processing time on their website. However, they do have a network of preferred repair shops to expedite claims processing.

Furthermore, they offer an online tracking system called American Access Auto Watch, allowing policyholders to monitor the status of their claims. The absence of concrete data on claim processing times may require customers to inquire directly with the company or their agents.

Customer Feedback on Claim Resolutions and Payouts

As of the writing of this review, American Access Casualty Company had mixed feedback regarding their claim resolutions and payouts. The Better Business Bureau (BBB) had reported a pattern of complaints related to a lack of responsiveness from AACI, which is a concerning sign for the company’s reputation.

Customer complaints related to claims handling numbered 164 in the past three years, indicating a potentially high volume of dissatisfaction. Negative reviews on Consumer Affairs and Yelp also emphasized poor claims handling as a significant issue. Therefore, potential customers should consider these reviews when evaluating AACI’s claim resolution and payout performance.

Digital and Technological Features of American Access Casualty Company

Mobile App Features and Functionality

While American Access Casualty Company offers insurance services, there is no specific information available regarding the features and functionality of their mobile app on their website. Potential policyholders may need to contact the company or their agents to inquire about the availability and capabilities of the mobile app.

Online Account Management Capabilities

AACI does not provide detailed information about the online account management capabilities on their website. Customers interested in online account management should reach out to the company directly or consult with their agents to determine the available features for managing their insurance policies online.

Digital Tools and Resources

The website of American Access Casualty Company does not offer explicit information about the digital tools and resources they provide to policyholders. To understand the extent of their digital offerings, customers are encouraged to contact the company or speak with their local agents for a comprehensive overview of available digital tools and resources.

Are the ratings and consumer reviews positive?

As of the writing of this review, American Access was not rated by the Better Business Bureau (BBB). The reason listed is due to a pattern of complaints citing lack of responsiveness from AACI that the BBB has addressed and is now awaiting a response for. Those customer complaints number 164 in the past three years and 83 in the past twelve months. This is a higher volume of complaints than we like to see with a company of this size and scope. Responding to claims that were previously closed does not bode well either for the company’s reputation.

There are 140 reviews of the auto insurance company on Consumer Affairs, the majority of these are negative. Of the 33 star ratings, 32 are negative, with one being 3-star. The complaints are overwhelmingly focused on poor claims handling. It should be noted that many were complaints from people involved in an accident with an AACI auto insurance customer, but not customers themselves. That said, there were also a large number of customers who were upset with the way their claim was processed.

Yelp has 43 reviews of this company with an overall rating of one-star. The complaints again focus on claims, citing slow response time and low-ball offers for repairs. Scattered in among the very harsh reviews are a few good experiences.

Overall, the picture painted of this company is generally negative, and the repeated complaints of poor claims service could be a red flag.

What’s the bottom line?

Most people who select an auto insurance company like American Access Casualty Company do so because they are having difficulty finding auto insurance coverage elsewhere. However, there are many non-standard companies to choose from today, and given the poor track record of handling claims fairly, we may recommend looking at additional companies for auto insurance coverage.