This company certainly takes advantage of their license to steal. We purchased a liability policy for our small business. Every year we were required to be audited which required us to provide sales and payroll information. Because our company increased in volume sales and payroll increased they charged us more that our premium, even though we never filed a single claim. This is wrong! I will never do business with an insurance company that requires yearly audits. We learned our lesson and purchased a replacement policy with a company that does not do audits! read more

SUMMARY: No matter how appealing their quote looks--don't fall for it. Go with a major insurer with a strong local presence in your state. You might pay a bit more each month, but when you need help, you'll want someone who can send an adjuster to your door and cut you a check that same week. Acuity will only multiply your problems and pain. DETAILS: A relative I care for had insurance through this company for nearly 10 years without ever filing a claim--until her car was damaged in a hit-and-run. That's when the nightmare began: 1) Three weeks of delays just to start the process. They required our dealership--the largest in Arizona--to resubmit all its paperwork using a completely different system than the one they originally told us was acceptable. 2) A ridiculously convoluted process to turn over the totaled car. They kept claiming we hadn't submitted paperwork that we had sent multiple times. Then they required us to coordinate directly with their local pickup company, which failed to show up twice at the scheduled time. Acuity then turned around and complained to us that the car wasn't picked up on time. Really? 3) Nearly two months to issue a check. The entire claims review process dragged on for weeks and weeks and weeks. And there was no reason for this at all - it was a straightforward hit and run case, with a clear repair estimate from a reputable local dealership. 4 )An indifferent, unhelpful adjuster. Our assigned adjuster had all the charm of a robot but none of the efficiency. She consistently took two days or more to reply to even the most basic questions--and the responses were usually incomplete or irrelevant, triggering another two-day delay with follow-up questions. She frequently promised to send information and then didn't follow through. The lack of urgency, empathy, or basic professionalism was stunning--especially considering this all happened over the Thanksgiving and Christmas holidays. read more

Location: A small town in Texas, population 2,500. Date of loss: August 14,2024 Victim: A Woman of Color , commercial vehicle, 2023 Mercedes Benz Sprinter Crew Van 3500 XD, no prior accident. CarFax value: $73,290 Contractor: Caucasian man, Mowing Roadside Crew for Texas Department of Transportation Acuity Insurance date of contact with victim October 09,2024 Claims Adjuster: initials A. G. V. Claims Adjuster Manager: initial A. P. Information for diminished value claims for Texas ,from a lawyer who is no longer accepting clients. https://kielichlawfirm.com/personal-injury/insurance-lawyers/ I am currently in disagreement with the Acuity Insurance diminished value. Claims Adjuster claimed$3,925.81 Attorney submitted on company letterhead my depreciated value of $10,000. I submitted from a depreciation value of $10,387 from a company who supplies insurance agencies diminished value. How could there be this much difference in diminished value. Answer: The same information was not included when generating the diminished value or the numbers were manipulated. They are sticking with the software they utilized. The attorney did not pull this number out thin air he entered it into their collision software. You can Google "diminished value calculator" and find a host of certified companies offering this report for a fee that is used and accepted by insurance companies. I resubmitted to the claims adjuster , which she denied,contacted her manager ,who stood by the low diminished value. Understand that the manager's job is to agree with their claims adjuster. Claims Adjuster stated:Ma'am Im not changing my offer. Your options to move forward are you accept my offer, we repair the vehicle, you speak with my manager, your attorney sends me a letter of representation, or you can file a claim with your own insurance company. Please let me know which route you choose. In order to change my diminished value I would need legal representation when the attorney letter stated the diminished value of $10, 000 . They are not going to reimburse me for legal fees unless it goes to court. This is some trick bag crap to retain a lawyer when a lawyer has already submitted the depreciation value. What the insurance company is really saying a lawyer need to get a piece of this action. They can't allow individuals to submit information to software and generate their own diminished value. The manager also stated that if my van was repaired,in the used car market today,I would get the same amount as any other van equal. Now that's a whole lot of crap. The first noticable feature would be the shades of paint. While this is a property damage claim,sometime in the near future because a claim was made that stated collision on its report,Carfax will post the vehicle with an accident and lower the value between $7,000-$10,000 or the insurance company may send them information. Here's the problem with their report,the van in their report is a base model,no mileage included and who is to say what damages were selected. My van is not a base model it is fully loaded , it's a Sprinter Crew Van with a second row seat with windows, not a Sprinter cargo panel truck. I believe,in my opinion,my claim was lower because I'm a former employee,(not with this company). I believe,in my opinion, they wanted to keep their client's claims lower. If a client have to many claims or they reach a certain amount ,they can be dropped. As a claims adjuster you hold a lot of power in your and your manager will back you up 100%. For example:My claim probably had a $20,000 cap for property damage,hence, I was offered less than half, to settle. If I want to pursue the other $5,000 or $10,000 I would need to retain a lawyer. This is to delay paying out and dragging this claim out for months. In order to recovery all costs incurred ,I would need to go to court. Hence,this is why insurance companies settle more cases because of legal fees,time and aggravation. Also a claim is not closed until the release form is signed and settlement check cashed. The claims adjuster stated her offer was made in good faith therefore it is the agreed offer. They have no problem with the low repair estimate but they are not taking a lawyer's diminished value. In my opinion,based on the claims adjuster,the lawyer and my report. I believe my diminished value was drastically reduced. I know I was duped and they know they shorted my settlement, based on who I am, that weighed in the most. It appears I might have to sue the Mowing Crew in smalls claims court for $10,000 diminished value. All three of the reports should have been within a few hundred dollars difference. Attorney -$10,000 Claims Adjuster-$3,925.81 My report $10,387 That's a difference of $6,074.19 this is some crap. As of October 20,2024 I have not signed a release or accepted. My Google review was removed too much truth read more

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A minor rear end bump caused Acuity to settle with the unlicensed, non English speaking "victim" for around $7000 property damage and as yet unknown to me probably bogus medical claims (a lawyer was used in the frivoless claim.) Acuity then raised my rate approximately $700 per year. For that reason I found a different auto insurance policy with another company. read more

This is a scam company. Seriously DO NOT do business with them. What they do is fake audits, they require you to submit pay reports as this was for a Worker's Comp Policy. This was about 3 months after I cancelled my policy which I had for about 9 months. Even though my guys all made less than my insurance agent had put down, which theoretically should lower my rate and therefore I'd be due a refund if anything, they decided to charge me approximately 3 months of worth of rates on all of my employees additional after I had cancelled my policy. I should add that I never even had a claim, not one. If I don't pay, my credit gets wrecked, so they basically have you over a barrel. Seriously, do NOT do business with Acuity! read more

Find a real insurance company. We were quoted, underwritten and paid home premium. Two months later we were canceled. No claims. Told in a letter it was because they could not inspect our property even though they left a sticker on our door when the outside inspection was done. No request, by ANY method, to request interior inspection. When we questioned this they said it was our shingles (6yr old roof, very reputable roofing vendor). Maybe the next day it would have been a different reason. Glad I never had to file a claim. We got a real insurance company going forward. read more

If you have a business don't get this insurance, don't cover your business they will scam you. I have a cleaning business paying the insurance for 2 years I had a work accident, I spilled oven cleaner on floor I thought this is part of my business accident they said, don't cover because is part of my business I don't understand what is the cover for. Scam big scam read more

My vehicle was hit while parked on the street. it was a late night hit and run. I have been a loyal customer for over 20 years with no issues. It would have been nice if you offered a waiver on first issue due to duration of time without incident and being a loyal customer. read more

I switched to Acuity and after 2 months received a termination notice for the home insurance after an inspector found a deficiency. They sent an email giving me 6 days notice before Thanksgiving/Black Friday with cancellation on November 27. There was no option for discussion or option to correct the problem. I don't expect any personal concern from a $5 billion company but a little flexibility in correcting the problem would be nice. Then again, maybe this also reflects their approach to any claim - find a loophole or technicality to justify not helping the customer. read more

Not sure why my insurance had to inflate hundreds of dollars this year, when I've never had an accident or any insurance cover my home, yet they felt the need to take more money from me for doing nothing at all. I now spend over 2k a year total for nothing. Which means ive given 26k away since becoming a home owner for nothing, and they now charge me more this year, again for nothing and the government tells me I have to have insurance that inflates. For nothing! Sure something could happen but 26k so far.... thats like 10% of my income. read more

Slow in handling a simple claim. Over a week and no progress. I'm going to have to hire an attorney to get results it seems like.

One of their insured drivers crashed into both my cars, totalling one and damaging the other, while my cars were parked and they are now nickel and diming us to death. Acting as if I want to drive away in a Mercedes when all I want is to buy a car just like mine with the same low mileage mine had. As it is I am going to be in debt because their insured was negligent and also left the scene. My advice is to stay far away from this company or when you need them they will try to screw you too. Update 4/6/2023 I like to be fair so I am not going to delete the above because it is what happened but I want to amend it to add that after considerable back and forthing Acuity finally settled on a very fair price and I was able to purchase a car. I also want to add that since both of our cars were damaged in the same accident my husband's is in the shop and Acuity has been on top of that and very good about rentals and very quick to take care of payment both for his damages and on the settlement for my car. I changed my rating from 1 to 3 because the first encounters were not good but since then they have been timely, efficient and professional. read more

Enjoy having a change on the policy and getting the information timely in the mail. I hope the premiums continue to be competitive and affordable. read more

Money driven company with NO customer service. Please be aware they bend the numbers in their favor every time. No real regard for their "policy holders" read more

I was pleased with Acuity Insurance for the past few years until earlier this year (2022). One of my vehicles is 12 years old so I decided to drop the comprehensive coverage and expected my premium to decrease. Much to my surprise and disappointment, Acuity decided to raise the premium on my other vehicle...a 2018 model requiring comprehensive coverage. I'll be shopping around next year. read more

A tornado hit our home August 10th. I filed a claim for property damage on August 25th. It is September 22nd and we are no closer to making repairs to our home. All that has happened is they sent out a person to take pictures and that person didn't know what to do. Why do I pay premiums? Isn't this the point of insurance, to guard against the worst scenarios? Am I going to have to pay for all the damages myself? Every kind of insurance I've ever had has been much faster than this. They're so disorganized. read more

As other reviewers have stated, all seems well - the real proof of the company will be in how well a claim is resolved when needed. We haven't had a claim to date and hopefully will not in the future but if we do from what I have read on professional reviews of the company I do not expect any issues with their services. read more

I have a small construction business. We hire employees to help in all aspects of the projects. This firm infers that any employee who is on the project whether a painter, trim carpenter, tile setter they all fall into one of the most expensive class codes. This ensures that our insurance bill is twice what it would be by having employees listed under the projects they are trained in and projects they complete. Then to make things worse the auditors they hire are as nice and abrasive as they can be. They make honest people want to run like many do in this field and work and live in cash. Where's the help in that? How about you pull your bottom line mentality out of your ...? read more

Absolutely the worst experience with an insurance company ever. I've paid for homeowners and auto coverage for years, and they denied my claim saying the water damage happened before I bought my house. I had documentation from my home inspection that listed no hail damage and they still refused to help. No caring or respect for the customer. Looking elsewhere. Don't trust them. Too bad there's no zero rating-that's what they deserve. ****FOLLOW-UP INFORMATION: I wrote a review in Google reviews over a month ago. There was a written response below my review from "Michael" in customer service to contact them for assistance. What a joke-must have been computer generated. There has been no response from Acuity or effort to work further on resolving this issue. read more

We've had Acuity Home and Auto for a few years now. All seems good so far; billing, customer service and rates seem to be competitive. The real test comes when you have to file a claim. So far we've been lucky and haven't had any. read more

while driving home from Wyoming, I had a wreck in Ogallala Nebraska. It was Labor Day and after we situated everyone my wife called the claims number and there was an answer on a legal holiday. While this was an answering service, this person assured us we would get a call first thing in the morning in which we did! Acuity adjuster was awesome to work with! He was so compassionate and understanding! For having an accident, they took care of everything and held our hand while doing so! Highly recommend! read more

Top quality service and customer care team. Cannot complain at all, the one year homeowners renewal went up 3% which is in line with inflation. They bill the mortgage company a full month ahead of time in order to keep the early payment discount in force and avoid a possible late charge if the mortgage company receives the invoice at a late date. The website is easy to navigate and simple too. Regards to all the yelpers out there. So many times people only belch & yelp when unhappy, this is unfair and thus it is important to point out good service when you get it. Regards! read more

There is not much I can say. I have had no accidents or claims, yet the cost of the insurance continues to rise double digits. My agent said the increases were due to driving more than 12,000 miles per year. I live in rural Montana and need to drive, so it's easy to get 13,000 to 14,000 miles per year to get to medical facilities and quality food stores over 100 miles away. read more

Acuity ,Has always been fair, prompt and professional, when I had to deal with any insurance claims. They have been my insurance company for the past 22 years,Corbett S. read more

You can grab all the slogans insurance companies use and in Acuity's case, they would all fit. They are steady, consistent in pricing and service, quality in their insurance products, and they care. Highly recommend this carrier to anyone who needs personal or commercial insurance. read more

Stay away from Acuity. Their customer service practices are appalling (make you feel like they are doing you a favor when you have a request) and they make no attempt to keep you happy as a customer. I have submitted a claim once (hit and run), they did very little to pursue the other party leaving me to pay for the entire deductible. Their website is old (circa 2006) and out of date and does not give me much comfort around their data security practices. I will be ending my policy with Acuity, I recommend you move on to another insurance company. read more

Acuity has handled my Peronal nsurance for a long time, and I am very satisfied with thier Service and Coverage's.

RUN FAST THE OTHER DIRECTION; don't walk. This is a very LOW BUDGET firm. You will learn, if you need to file a claim. NEVER trust the adjuster, no matter how nice. They work for the company and this company, will do everything NOT to pay what is due. read more

Just received a proxy to vote in the annual meeting. No ballot, just give my "vote" to a board member. Proxy mailing encourages the proxy so the member's voice will be heard. Joke. The proxy give the vote to the people who will vote to to retain themselves. No choice, no voice. read more

The worst experience EVER! I tried to get a valid quote to give my lender before closing, 4/30 approx. 2 weeks from closing. I bundled my cars and the home. Since I do not own it yet I wanted the start date to be the closing date. They told me I would not be charged for the auto until 4/30. On 4/16 they attempted to charge my card, luckily I keep them locked. DO NOT CALL THEM if you need a declaration page, or quote with policy number which is FHA guidelines and most conventional financing underwriting guidelines, you must pay at closing. This company lies about when they will bill you, cannot work with new home buyers as they tried SEVERAL things that would hold up or kill my closing/loan. Spoke with several people as another reviewer wrote they act as if they are doing you favor and completely un-bothered with satisfying the customer. GOOD quote but HORRIBLE SERVICE, CUSTOMER SERVICE, AND KNOWLEDGE OF LENDER requirements for insurance and closing. Several other companies had no issues they were just higher, so I know the people are HORRIBLE read more

Great insurance coverage at a reasonable price. All is good, UNTILl you have a claim. HORRIBLE to work with. During a stressful situation to begin with, they made my life miserable. Insurance adjuster was the adjuster from HELL. My life was miserable due to her. I guess that is why she was in her job - to save the company money even when it was entitled to me, by law. I had 100% replacement coverage. From the second week on, she lied. Finally resorted to having every conversation written in email, so at the end, I'd have evidence of her lies. She continued lying, even in emails!. This company/adjuster was not...acting appropriately and I was not getting reimbursed fair. Their construction company gave an estimate for repairs, but couldn't start the work for 3-4 months. Met 4-5 contractors to take on the job on however they wouldn't, as budget per Acuity construction company, was too low and not worth their doing. So...I had to interview and find people in each speciality, to do the work, get them approved, hire them, schedule them, pay out of pocket etc. The project took so long to get off the ground, due to adjuster not responding, going on vacations. taking off for 2 1/2 weeks between Christmas/New Years, supposedly not getting estimates I sent in the mail etc., that in the end, my housing budget ran out! It took me an inordinate amount of time, energy and I had no knowledge of how to do this. What a horror show. I'm 72 years old, a single woman. Certainly didn't need to give up more than a year of my life for what was redoing a bath, bedroom, 2 closets and new hardwood floor in a 680 square foot condo. Trust me, go elsewhere to buy insurance. Anywhere but here. At worst, be smarter than I was. Hire a lawyer or an independent insurance adjuster, at the first signs of fowl play. I didn't know any better and suffered, lost an amazing amount of my time/life/sleep in the year and in the end, didn't get adequately reimbursed for all. read more

Awesome company. Best quotes. Best service. Each year I contact about twelve insurance companies for quotes. Acuity win in coverage and price. read more

Auditor Jamie , is very difficult to work with. They try to ask you certain questions in order to charge you more on an audit. He is Rude and unprofessional. I understand he has a job to do but his communication skills are very poor. I am already getting quotes in order to leave Acuity . read more

Great company, handled a claim with ease. Always responds immediately. Customer service is efficient and polite.

They always say you never know how GOOD your insurance is until you have to use them. While my experience is not TYPICAL we were very pleasantly surprised by the ease of use and the wonderful adjusters that we had to deal with in the past year. Let me first say that we have Acuity insurance for both our home owner's insurance and our auto coverage. We have now and have always had full coverage on our vehicles even though they are older cars because we keep our cars for their lifetime and keep them in excellent working and cosmetic condition. That being said I had one of the most frightening experiences in my life as I watched my car (2001 Buick Regal LS) burst into flames due to an engine fire at my place of work. The car was a complete and total loss, however Acuity was wonderful to deal with and my claims adjuster took care of almost everything for me and was awesome to deal with. One thing they should be known for is their EXCELLENT CUSTOMER SERVICE. After having the fire we found a newer vehicle that fit our budget in a 2013 Chevy Volt and were exstatic that the coverage (while it went up) was still well within our budget for our new used car. Fast forward two weeks and my husband was crashed into in my new Volt, due to no fault of his own. And of course the young lady who crashed into him had NO INSURANCE (I thought that was illegal in the state of WI but apparently it's still possible even though stupid). So while we hadn't fully finished closing out our first claim we had to call Acuity AGAIN to tell them that we had another incident we needed their help with. (I'm pretty sure they cringe now for all of time when they see our number come up on caller ID). We had the vehicle towed to one of the auto body repair shops that were on their recommended list and went from there. From that time on our insurance adjuster basically handled it all for us in terms of the bill and approving the work to be done. After we recieved the car back however the paint was not a match so we were very disheartened and as it took far far longer than the original estimate we were reluctant to go back to the same repair shop. So after talking to our adjuster and explaining the whole matter he suggested taking it to another shop for a second opinion on the paint. The second opinion agreed with us that the paint was not right but it was a rather expensive fix so he said they would likely send us back to the first shop. So the adjuster took this second estimate back to his supervisor and told them that we had lost confidence in the first shop to perform the fix to see if they would approve taking it to the second shop. We were a bit disappointed that they said no but the adjuster did then talk to the first shop and assure them that we had already suffered enough heart ache over this accident and they darn well better make sure they did the job correctly the second time. So we took the car back to the first shop and it finally and miraculously was fixed to our satisfaction. I can not say how happy I am with the service we recieved from Acuity and the two adjusters we dealt with, I am recommending them to all my family and friends in the future. read more

I've been a client of Acuity for quite a while. Not really impressed with the audit process or attitude of auditors. Like most insurance companies, they forget who the customer actually is. How they have flipped that around is beyond me. My biggest peeve is that for whatever reason they cannot use electronic communication consistently. I get billing notifications via email, but beyond that is a never ending stream if paper. Privacy policy updates. Billing statements. Audit requests. Policy paperwork. Don't send me a piece of paper. The Pony Express shut down 150 years ago....send me an email. read more

One of their drivers hit my car and they are absolutely unable to work with you. They lost two different pieces of paper work in the mail one of them being the title of my totaled car. Now in order to get the $100 they owe me I have to get a duplicate title. The license plate place is not open until July to do so due to covid. I have explained this to them they said the $100 is no longer available because I was taking so long to get the title. Not to mention whenever they call they call at the same time every day between 9:30-10. Then they wonder why I don't answer the phone hmmm almost like I have a job that works 9-5 and actually 9-6 most days. read more

Do your research, we had a cancelled policy and they made sure the audit came back we owed as much as the actual payroll. The lawyers they have on retainer are RUDE when we clearly had a dispute, all they want is your money. Hope no one has a claim with them! I have no doubt the outcome! Feel they are very dishonest and just want to warn people as a small business owner, go somewhere else!!!! read more

Horrible customer service, I've been trying to settle a claim for more than 6 months, no communication. Worst experience of my life ever, with a insurance company, who's supposed to care about there contact with customers. First thing they did was hire a lawyer and most expensive private investigator in Tucson az. Then they made me do a sworn statement for them, and couldn't understand that I was doing great, up until my initial claim. My lose of income alone is more than $70,000. Expedite the restoration all false. No help from their side at all. Horrible customer service. read more

We've had Acuity for over 15 years. Everything was going great until i spoke with State Farm. We were over paying paying more than $ 3000.00 per year :( Insane. I would highly recommend you stay away from them. Left a message for their audit manager regarding last years audit. He never called back. Then i get a call from their collections attorney threatening me with a law suit. BAD Business. read more