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Access Insurance Review & Complaints: Auto Insurance

Access Insurance is a relatively new company providing specialty car insurance products by utilizing the latest technologies, giving customers a modern insurance experience. They aim their products towards drivers who need non-standard policies.

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Eric Stauffer is a former insurance agent and banker turned consumer advocate. His priority is to help educate individuals and families about the different types of insurance they need, and assist them in finding the best...

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UPDATED: Sep 15, 2020

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Access Insurance is a relatively new company, but has grown quickly to serving nearly half the nation. Access provides specialty car insurance products by utilizing the latest technologies, giving customers a modern insurance experience.

Access Insurance Summary

Access Insurance was founding in 1994 in Atlanta, Georgia, and has since expanded to be licensed in 22 states. The company plans to continue its expansion nationally in the coming years.

Access is a specialty car insurance company, offering non-standard policies and coverage for drivers who may have had trouble obtaining a policy elsewhere. This includes drivers with multiple tickets or accidents, major violations, credit problems, lack of driving history, or other issues that can qualify them as high-risk.

The company is quite technology-focused, offering a mobile app, plenty of social media connections, online customer account management, and online claims reporting. Surprisingly given all of that focus on technology, they do not offer an online quoting service. Policies are sold through agents in the states where coverage is available.

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Insurance Products

Auto Insurance

Access writes auto insurance policies only, and they specifically aim their products at a particular market of drivers who need non-standard coverage. Access also promotes their products towards drivers who may be new to the U.S., have a language barrier, out of country license, or those who are simply searching for low-cost auto insurance.

There is very little information available on the Access website in regards to their actual auto policies. The site does not offer an outline of available coverage or options, and states in the FAQ section that coverage varies from state to state.

Access Insurance Rates

Access does not provide online quoting, therefore making a price comparison is not possible. As a specialty insurer, they probably will come in with rates that are quite competitive for their target audience.

The important thing to remember when it comes to insurance companies that target high-risk drivers is their rates will often be decent for that market only. If you are a good driver with an excellent record, high-risk insurance companies will rarely be a good deal compared to standard issue insurers. That means once your record is clean, its often a wise decision to switch to a regular auto insurance company.

Claims

Access has a major focus on using technology, so it’s not surprising that they offer online claims reporting as well as the option to track a claim online. That is a nice perk that places Access Insurance up with the major insurers. However, it is also the only option Access offers up front for claims reporting.

Access also promotes their mobile app as a method of keeping up on policies, but this app does not offer the option to submit a claim.

For a company promising to be on the cutting edge of technology, the single online method of reporting a claim is something of a letdown. As a small company, the lack of a 24-hour claims reporting line is not entirely unusual, but is still something most customers expect from an insurance company.

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Consumer Research and Complaints

Access Insurance Company is not accredited by the Better Business Bureau, however is does have a D- rating, not the best rating for a company listed on the BBB. The website states that the reason for the rating is due to the lack of responsiveness from Access in addressing a complaint, and the number of complaints. The BBB listed 42 complaints on their website, 23 of which have been closed in the past 12 months. Of 42 complaints, 30 of them are regarding issues with product and service.

Aside from the BBB, there is a large number of complaints elsewhere online relating to Access Insurance. Complaints are mainly centered on claims service, and there are a large number of complaints that are from people who are not actually Access policyholders, but rather those who were involved in accidents with them.

Complaints include rude and slow claims service, denial of claims, and accusing Access of insuring drivers who were not licensed. There are also complaints from policyholders regarding billing issues and difficulty obtaining help over the phone. Overall, there are enough legitimate complaints out there from both policyholders and others who have dealt with Access to raise some red flags.

Financial Strength

Rating Company Grade Financial Outlook
AM Best N/A N/A
Fitch N/A N/A
S&P N/A N/A

Bottom Line

Access aims their auto insurance products at a very specific market, and unless you are in that market and struggling to obtain coverage elsewhere, they are not likely to be worth further investigation. Anyone searching for standard insurance will certainly find better coverage and rates elsewhere. Access offers little information regarding their policies and their claims process, and there are a lot of complaints against them. As a result, we are unable to recommend this company and a lot of reasons to be concerned.

Someone looking for rock-bottom pricing with better customer service would be well-suited with a company like Geico or Esurance.

For a list of companies that we recommend, visit our Best Insurance Companies page.

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Review Information

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About Eric Stauffer

Author: Eric StaufferI am a former insurance agent and banker turned consumer advocate. My priority is to help educate individuals and families about the different types of insurance they need, and assist them in finding the best place to get it.

41 Comments

  1. Well, I wasn’t involved in an accident but my policy was canceled due to legal actions.

    I was told as of April 12, 2018, all policies in South Carolina was canceled and not one policyholder received a letter stating why their policy was canceled.

    As a result of this, some people were unable to get insured with other companies and some driver’s license was suspended.

    The job that I have requires you to have a vehicle and insurance but as a result of them canceling my policy, I lost my privilege to drive and almost lost my job.

    This company is very unprofessional and I feel that we should be compensated for failing to inform your client’s.

    Reply
  2. I filed a hail damage claim which they denied. Thirty-nine of my neighbors’ claims were paid from the same storm by other companies

    I have filed a complaint with the LA ins. commission and intend on taking legal action against them.

    They paid adjusters and engineers four thousand dollars to dispute my claim.

    Reply
  3. This company Access, rob people. Many lies. This company doesn’t help you, they rob your money.

    Reply
  4. Such a nonsense insurance company!!! They shouldn’t even be running as an insurance company anymore, but a joke!!! They are rude and waste your time. They would tell you one thing the next day would change their mind!!! This insurance needs to close down. You guys have wasted my time for 3 months not paying for my car total loss, I don’t care if your insurer doesn’t have enough money to cover!! You are going to be sued big time and get closed down very soon. And all these people that have been complaining is not a joke but a serious issue.

    Reply
    • They can pay up to the policy maximum limits only, they can’t pay more then what the insured has on their policy. If there are multiple vehicles they can’t pay out until all estimates are in for all vehicle when there is policy limit issue.

      Reply
  5. Thank you all for your information. Have to reserve complete comment until I speak with a representative of this company. One of their customers drove their vehicle onto our sidewalk shearing off a concrete filled pole and scraping the house wall. This company does not have a live contact after 2100 hours (9:00 p.m.) nor before 1000 hours (10:00 a.m.). House is insured. Local police were notified. Trying to remain hopeful of best possible outcome.

    Reply
    • I am so upset with the access company and I am going out of my way to make sure all public knows.Have a claim with numerous witnesses/tickets issued to the holder of their policy.its been over a month and it has been in so many hands in their wherever they are office.totaled my truck I just bought.my trailer and they wont look at the trailers damage.my brother sells at altieris insurance I’m glad he don’t use them.They totally ignore police report whom was almost on scene in 1 minute after.Thier ignorance has totally ruined my life/savings this company access shouldn’t be allowed to sell car insurance at all.

      Reply
  6. After reading all of your experience, I am worried since my car was hit by a van and the driver ran away with his vehicle.I had the witnesses who gave police all the information and how that driver coming from wrong side and was at fault . I just had a liability insurance but it has uninsured motorist insurance . I have already made a claim , have sent all the pictures , incident number by police but after reading your experience I am worried how long it will take to get the claim to be passed as I can’t repair my car , its expensive for me . I am just thinking to give the car to some mechanic for free as it is costing me too high

    Reply
    • Well the accident was my car was invovled in happened on 7-27-17 and I have yet to receive my payout…smh. My advice would be keep in contact with them every other day if not daily. This insurance should be shut down!!!!!

      Reply
      • Did you get a check from them yet?

        Reply
  7. This insurance, like everyone else stated, is a HUGE joke. Someone needs to shut them down and fire all of them. I was involved in an accident which wasn’t my fault. The other vehicle ran the red light and struck my vehicle. After complications, they replied to my claim saying its MY FAULT I didn’t look both ways before turning on MY green light and her runnin HER RED LIGHT. Are you serious? I guess its true when people say you get what you pay for. Should have switched insurance the second i got my car. Any Insurance that offers to set you with Access, dont brother buying ANYTHING from them. They obviously don’t know how to do their jobs.

    Reply
  8. THIS INSURANCE IS SUCH A MESS. MY CAR WAS HIT BY ONE OF THEIR POLICYHOLDERS WHO ACTUALLY HIT MY CAR AND FLED THE SCENE. HE DID LATER DECIED TO SEND SOMEONE BACK WITH HIS INFORMATION AND ADMISSION OF FAULT FOR THE ACCIDENT. HOWEVER I HAVE CALLED SEVERAL TIMES REGARDING MY CLAIM AND TO ONLY BE TOLD THAT IT HAS BEEN APPROVED BUT I STILL HAVE NOT RECEIVED A PAYMENT. MY AGENT SUPPOSEDLY ([Redacted]) WAS ON TOP OF IT BUT AGAIN I HAVE NOT RECEIVED ANYTHING. I CALLED AND LEFT HER SUPERVISOR [Redacted] A MESSAGE BUT HAVE NOT RECEIVED A RETURNED PHONE CALL. THIS PLACE HAS A D- RATING AND THAT ALONE SHOULD TELL YOU WHAT TYPE OF BUSINESS THEY ARE RUNNING. THIS INSURANCE COMPANY REALLY MAKE ME THANKFUL THE THE INSURANCE COMPANY I HAVE. YOU TAKE PROFESSIONALISM FOR GRANTED UNTIL YOU DEAL WITH ACCESS INSURANCE! I WOULD NEVER REFER THIS INSURANCE TO MY FAMILY OR EVEN MY ENEMY FOR THE MATTER.

    Reply
  9. Worse insurance ever rude customer service they hang up on u the dont call back i had and accident someone hit me from behind fish they try to say i had no insurance coverage at the time and when i proved it they came up with another excuse the mechanics wouldn’t give me my car back cuz no one paid him and i had a 1800 bill from the rental i had while the car was getting fix and they didnt give a fliyinh f*** also told me my lawyer never called or email them and it was all a lie and now im taking them to court i hope this so called insurance company closes soon

    Reply
    • I got a similar problem. My laywer denied me after 3 months following up the case but this company doesn’t want to cooprate. May i ask you did you succeed when you went to the court ? Because i would do the same

      Reply
  10. I had Access Insurance with uninsured motorist included for extra protection, but when i was involved in a hit and run which is covered under the uninsured motorist coverage, Access Insurance said i would have to find out who hit me before they covered my damages. It’s called hit and run for a reason, they don’t leave info. I’ve been paying for extra coverage for nothing….ACCESS INSURANCE ARE SCAM ARTISTS AND DO NOT PROTECT ITS LOYAL CUSTOMERS……

    Reply
    • hi Sara,

      I am also having the same situation so just wanted to know did the insurance company finally settled your case or still ongoing

      Reply
    • I think uninsured means you still know who hit you but they were uninsured. I don’t think they will pay if you cannot ID the other party. At least that is how it works in my state. This insurance company is terrible though. I just tried to call to inquire about a rental car because their driver ran a stop sign and after being on hold for 40 mins I just hung up. Guess I am not getting a rental because I don’t have coverage for it and seems like trying to get them to pay would be a waste of time.

      Reply
  11. Now I know what [Redacted]…Is,rude and unprofessional.I don’t have Access General for me Insurance company… thank God what a ridiculous way to treat someone,I was trying to get information on my accident from there Insurer. First I call [Redacted] she was rude I call and she would never pick up her phone when I call, but when the rent-a-car person call she pick right up I call she would not answer.my accident happen on 12-08-16. it is now 3-2-17.I have been calling day after day. Today I got to talk to [Redacted] and he started out by calling me stupid for things that they were going to pay off my car that they client had, its not going to happen he said. My car was totaled and it cost too much for them to pay for. So they are refusing to pay for it they lie to you and very very rude. if you can get them to call you back… I am warning everyone to stay away from this insurance company, Shaquille O’neal ougtha to be a shame to advertise for them. Very Very unprofessional……………….

    Reply
  12. I was insured by Access insurance since 2014 and never had an accident. My sister had acquired her licence and I let her use my vehicle. She hit another driver. She recognized she was at fault and the damage was calculated to be around $700 total. It’s been several months since the claim was filed and I am embarrassed by Access Auto Insurance lack of professionalism. I was not able to get in touch with an Access Insurance representative, they did not return my calls, nor informed me on the status of the claim. Even if they refuse to cover it they should have processed the claim by now and informed me on their decision. They left me and the other party involved in limbo. They have now issued a notice of cancellation instead prior to the renewal date of my insurance. I was not even told in advance on their decision to cancel my policy either… not that I care to be insured by them, though. It’s not right what they are doing. People depend on them. They shouldn’t be in the auto insurance industry.

    Reply
  13. To the claimants, you HAVE to have sense enough to carry your own insurance. Yes, you lose your deductible. Is that the end of the world?

    Reply
    • Tell me how someone can not have the sense not to make a stupid remark like that. We all drivers are legally required to only drive vehicles on roadways that are insured. Why should the no fault party have to eat the deductible or be out your vehicle if you only carry liability. I’m guessing you are employed by Access or involved financially with them in some way. SMH at some people’s ignorance.

      Reply
  14. This is the worst insurance company I have ever had dealt with.November 30 reckless driver ran a red light and hit my son and totaled his car he’s done called about 60 times and no respond what kind of business is this he has no way to go about to lose his job and home if he lose his job because of no way there .please we need to know what to do

    Reply
    • Contact the department of insurance and your State Attorney General. Also would not hurt to Talk with an attorney

      Reply
      • Go through your own insurance. That’s what it’s for and why you are foolish not to have it.

        Reply
  15. I was hit by a vehicle that was impatient and decided to cross over the shoulder and cut me off and struck me from the left, we exchanged info. I try calling access general insurance, my insurance but couldn’t reach anybody. I called the other insurance company for the negligent driver and explained, few aye later my insurance try calling me but never left messages except 2 times and a returned calls and left messages but [Redacted] failed to return my call, he sent me a letter with the dates he says he called and stated I’m being uncooperative but all his calls are from a unknown number and no messages there for causing me to loose my case

    Reply
  16. Very bad service its been a month since we have called and have gotren very minimal helo or for that matter any sort of communication. What do we have to do [Redacted] to reply or helps us out with our claim ? She said that a representive would be sent to check out the car but nothing and when i asked her to call the mechanic for an estimate she said she would but didnt. I am very un happy with the lack of serivice and further more i am also very dissapointed.

    Reply
  17. do not use or work with Access General Insurance; they are unprofessional, no return telephones call even left a message with claim supervisor. They should out of business.

    Reply
  18. Also hit by an ACCESS insured driver. He has criminal past, known accidents and drug history. He was most likely high on narcotics. After reading awful reviews on every review site I can find, and mention of a class action lawsuit, can anyone actually tell us if there is one, or who/how to contact for more information?

    I am preparing myself to not be compensated for my medical bills and would love to hear more about my options. If I can’t nail the scumbag driver I want to go after his scumbag insurance.

    Reply
  19. Don’t use these people they will put you off not return calls stall there license to sale car insurance should be revoked its the consomer that suffer let alone getting your car repiard beware?

    Reply
  20. Thanks to the comments on here I will avoid this company.

    Reply
  21. Access insurance is a joke! I have waited almost 2 months now on identification cards with my new policy! After calling 3 times speaking with customer svc and requesting a call back to which no surprise hasn’t been done! Still waiting! I have never been more dissatisfied with a company! They charge a $5 fee for convenience of making a pymt now using a card and not speaking to anyone that is $60 extra a year you will give away to a company! Don’t go with them they are horrible! #Soonchangingcompaniesbecauseyouaccessareahorriblecompanythatdoesntcareforthecustomers

    Reply
  22. This is crazy every comment I have seen in this web it’s the same thing I’m going through with this access insurance I don’t understand why are they still in business I have 2 weeks trying to reach the person that’s supposedly is helping me with my claim and this lady has not called me back and today I had to leave her a message saying that if I don’t hear from her I will take legal actions and it’s crazy how have seen all the bad reviews in her that people actually mention her name

    Reply
  23. I got into an accident last week, the other driver was on his cellphone, he must be distracted and hit front side of my car. He said the road was slippery as it was raining that time. We exchanged insurance information, I even called 911 because he doesn’t speak much English. When I called his insurance company – Access, they said they need the driver’s statement before they can start the claim process… It’s over a week and until now they haven’t talk to their insured, and the adjuster is being rude on the phone as well that they cannot reimburse my car rental until they speak with their insured. It’s like they are not doing anything because they know it’s their insured’s fault and wouldn’t want to pay liability.

    Reply
    • I’m going through the same exact thing, what ever came of your claim if you don’t mind me asking ? Thanks

      Reply
  24. Eric I’ve read all the information about the Access insurance, unfortunately it’s after the accident! My car was hit by an uninsured driver, when I went to access insurance office they basically told me that im in a complete [Redacted], they cant do anything. When I was doing an insurance the never told me what kind of insurance I’m making and until crash I was sure that if something happens that I’m insured and it will be easier for me to fix a car. I tried to reach the other driver, but she texts me that she doesn’t have money or a job, she is being evicted from her rent with a child, and follow up with my insurance..
    I dont know what to do now?! Is there a solution to this kind of problems? Im a part time worker and a college student. My car is expensive and damaged very bad.

    Reply
    • Hi Elena,

      If your policy included underinsured/uninsured motorist coverage, your insurance company should help you out. If it did not, then you are in a little bit more of a predicament. Yes, you could sue the driver over the accident, but it doesn’t sound like you would get much if anything at all.

      I would recommend speaking with an attorney in your area. Find one that doesn’t charge for a consultation, and they may be able to give a little better personalized advice.

      Best,
      Eric Stauffer

      Reply
  25. Access insurance they will soon be on the next episode of american greed and when the class action lawsuit get filled i will be ready pen in hand

    Reply
    • Yes. They are expensive and don’t won’t to pay my claim. It’s been about 2 months. I had to call the department of insurance on them. Don’t use them.

      Reply
  26. This company has been a nightmare since day 1. Their insured withheld information which caused them to deny my claim initially.. My attorney had to dig to provide them with more information purposely withheld by their insured in order to accept liability. They accepted liability on October 3. It is now October 26th and still nothing (the accident took place on August 13!!!). I am supposed to be understanding when I am told that they are understaffed even though they don’t care that I have no mode of transportation until they pay off my vehicle. Such a headache. Even my attorney had never dealt with such unprofessional people. If someone slams into you and they are insured by this company, get an attorney asap!!!!!

    Reply
  27. Their adjuster/estimator sent to look at my car gave a bogus estimate of repair. Seems like they rely on the victim accepting the under estimated preliminary estimate and not bringing the car to get it fixed. Check was below 1/3 the actual industry standard for repairs for the damage. They say I must get a shop to repair the damage if they were to pay more/industry standard. I do my own work on my cars. I know if I do it, it will be done right. I provided estimates from other shops for the work but they still say either the bogus estimate access provided or I need it repaired at a shop and they will pay the shop. I talked to a few body shops and they told me some smaller insurance companies would provide a much lower estimate and hope you take the money so they can pay less.

    Can insurance companies just pay on their bogus estimates? Can I do anything about that? Court? In court, I am confident I should win. The estimate is really bad. But I do not want to take it that far if can settle outside of court.

    Reply
    • Hi Donald,

      I would definitely fight them on this one. I have had cases where I received a check for damage and never even had it repaired.

      It sounds to me like the issue is over the estimates, not necessarily the fact that you would be doing the repairs. It is good that you have a couple estimates from independent shops, but have they referred you to an actual auto repair shop to get an estimate? They shouldn’t be relying solely on an adjuster/estimator to get a number, since the likely hood of them being a seasoned car repair professional is unlikely.

      If it were me, I would keep fighting them until I reached a settlement that was reasonable. At which point they should cut a check for that amount. What you do with the money should not really be their concern.

      Reply

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