Jeffrey Wade
Infinity Insurance Company offers auto insurance and has a market cap of almost $1 billion. The company has received complaints from customers about its handling of injury claims in Florida, with some alleging fraudulent activity. Infinity's claims process involves an adjuster who investigates the accident, determines liability, and arranges for vehicle repairs. Claims can be made by the insured or another party in the accident, and the adjuster will contact all involved. The adjuster may also request additional information, such as police reports and witness statements. While Infinity may issue checks to victims, the process and outcome can vary depending on the specific circumstances of each case.
| Characteristics | Values |
|---|---|
| Company name | Infinity Insurance Company |
| Market cap | $980.75 Million dollars |
| Credit rating | A (excellent) |
| Financial strength | Strong enough to meet its ongoing insurance policy and contract obligations |
| Customer service | Below average at paying Florida injury claims |
| Customer complaints | Consumer complaints may trigger a review by the claims manager |
| Contact number | 1-855-478-3705 |
| Website | www.infinityauto.com |
| Claims process | Claims do not have to be filed by the insured party. They can also be filed by another party in the accident, an agent or the other insurance company. |
| Coverage | Subject to individual policyholders meeting the insurer's underwriting qualifications and state availability. |
| Additional policies | Med Pay / PIP |
| Uninsured or underinsured motorist insurance |
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What You'll Learn
Infinity Insurance's response to victims' claims
Once the adjuster has completed their investigation, they decide whether the claim is covered by the policyholder's insurance. If the claim is covered, the adjuster arranges for the vehicle to be repaired. If the policyholder is at fault, the adjuster works with the other party to get their vehicle repaired. However, there can be no payments or rental car coverage until it is confirmed that there were no coverage issues. If the claim is denied, the adjuster informs all involved parties, and the main reason for claim denials is nonpayment of premiums.
In the case of injuries, an injured victim may make a Personal Injury Protection (PIP) claim with Infinity. PIP coverage can include a range of services such as medical expenses, rehabilitation, physical therapy, lost wages, and funeral costs. Infinity may take the victim's recorded statement, which can take about 45 minutes. Additionally, an Infinity representative may visit the victim's doctor's office to discuss the case, which is more likely to occur with smaller medical clinics.
Infinity Insurance has faced legal action from policyholders regarding their handling of claims. In the case of Berges v. Infinity Insurance Company, the insurance company was accused of failing to act in the best interests of its insured. The court found that Infinity missed an opportunity to settle, resulting in a judgment against the insured for damages exceeding the policy limits. The jury and appellate court agreed that Infinity had negligently failed to act on behalf of its insured.
To avoid issues with claims, Infinity Insurance recommends that policyholders take several steps after a car accident. These include staying calm, checking for injuries, exchanging information with other drivers, documenting the scene, obtaining witness information, and reporting the accident to Infinity Insurance as soon as possible. Policyholders should also keep accident-related documents organized and prioritize their health by seeking medical attention if needed.
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Infinity's financial strength and its bearing on claims
Infinity Insurance Company specializes in non-standard insurance, providing coverage for high-risk drivers. The company has strong financial backing from its parent company, Kemper. As of 2025, Infinity has an A- rating from AM Best, indicating financial stability and the ability to pay out claims. This rating was downgraded from an A in 2022, and competitors have higher ratings. Moody's also rates Infinity's financial strength as "A2" (Excellent), reflecting the company's ability to pay policyholder claims punctually.
Standard & Poor's (S&P) rates Infinity's financial strength as "A" (Strong), indicating the company's financial security and ability to meet its obligations. Despite these positive ratings, Infinity's customer satisfaction is a weak point, with a high complaint score from the NAIC Customer Complaint Index. This suggests that Infinity receives significantly more complaints compared to similar companies.
In terms of claims, Infinity's financial strength has little bearing on most Florida auto accident cases, as the Florida Insurance Guaranty Association (FIGA) covers claims up to $300,000. Most Florida motor vehicle injury cases fall below this threshold. However, Infinity is reported to be below average at paying Florida injury claims. The claims process typically involves an adjuster investigating the incident, contacting all involved parties, and determining liability. If coverage is confirmed, Infinity will arrange for the vehicle to be repaired. If the insured is at fault, Infinity will work with the other party to facilitate repairs.
Overall, while Infinity's financial strength is generally rated positively by various agencies, there are concerns about the company's claims handling and customer satisfaction, particularly in Florida. The company's financial stability is important in ensuring it can meet its financial obligations to policyholders, but it is just one factor among many that impact policyholders' experiences with Infinity.
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Consumer complaints against Infinity and their impact
Infinity Insurance is a company that offers auto insurance and car accident and injury settlements and claims. It also provides commercial general liability (CGL) policies, which include legal fee coverage and financial protection against slander and libel for business owners. Additionally, they have a knowledge centre with informational articles to help customers better understand their car insurance.
While Infinity Insurance provides these services, there have been several consumer complaints against the company. One common issue is the company's handling of car accident and injury claims. For example, sources claim that Infinity is below average at paying Florida injury claims. There are also concerns about the company's adjusters, who may take a tougher stance against customers with a history of making claims.
Infinity Insurance's mobile app has also received negative reviews, with indications of functionality issues. The NAIC Complaint Index for Infinity's auto insurance product showed that complaints were five times more frequent than the industry average in 2023.
Consumer complaints about Infinity Insurance can have varying impacts. In some cases, a complaint may trigger a review by the claims manager or even a referral to the Market Investigations unit for further investigation. These investigations can lead to potential violations being uncovered, which may result in regulatory action or changes in the company's practices.
The impact of consumer complaints on Infinity Insurance's operations and reputation is essential to consider. While the company may address individual complaints, the high number of complaints relative to the industry average suggests that there may be underlying issues that need to be addressed.
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The claims process and requirements
The claims process can be lengthy and complex, so it is important to understand the steps involved and what is required of you. Firstly, it is recommended that you report even a minor accident to the police and your insurance company. This is because a report could help you deal with potential disputes later on, and pay for damages that may be pricier than expected. It is also important to know your policy, as this can aid you in navigating the claims process and reduce stress.
After an accident, it is normal to feel shaken up and scared, but it is important to try to stay calm. Check yourself for injuries and ask others if they are hurt. Exchange information with the other driver(s) involved, including names, addresses, phone numbers, insurance details, vehicle make, model, colour, and license plate numbers. Document the scene by taking photos of the damage, any visible injuries, and relevant road conditions or signage. Get witness information, including their contact details, and ask if they are willing to provide a statement. You should also document the names and badge numbers of any responding law enforcement officers.
Once you have gathered this information, report the accident to your insurance company and provide them with the details you have collected. Your insurance company will then assign an adjuster to investigate the loss, which includes determining who is at fault, assessing the damage, and identifying applicable policy coverages. The adjuster will contact all involved parties and may need to see a police report. They may also conduct interviews and inspect vehicles. During the claim process, you may be asked to provide additional information to help in the investigation.
After the adjuster has completed their investigation, they will determine whether there was coverage for your loss. If so, they will arrange for your vehicle to be repaired. If it is determined that you were at fault, the adjuster will work with the other party to get their vehicle repaired. If there was no coverage, the adjuster will inform all involved parties that the claim will not be paid out.
It is important to note that claims do not have to be filed by the insured party. They can also be filed by another party in the accident, an agent, or the other insurance company. Additionally, you are required to give a recorded statement to your insurance company as part of the claims process. This will be taken as soon as possible after the accident so that your memories are fresh. Giving your statement can help in case your claim is disputed. You will be asked a series of open-ended questions, which you should answer truthfully. You do not have to have been the driver to give a statement; you could have been a passenger or a witness.
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Additional insurance policies offered by Infinity
Infinity Insurance offers a range of additional insurance policies beyond the minimum coverage required by your state. These policies can be tailored to meet your individual needs and budget. Here are some of the additional insurance policies offered by Infinity:
Auto Insurance
Infinity provides various auto insurance options, including personal and commercial coverage. Personal auto insurance is required by many states and protects your personal vehicles in the event of an accident. Commercial auto insurance covers your vehicles for damage due to work-related travel. Infinity also offers specialty vehicle coverage for cargo vans, pickups, utility trailers, cars used for delivery services, and straight and flatbed trucks.
Homeowners Insurance
Infinity offers homeowners insurance coverage through affiliated and non-affiliated companies. The specific policies vary, with some covering moving damages and others excluding them.
Life Insurance
Infinity offers term life insurance policies with terms of 10, 15, 20, and 30 years.
Discounts
Infinity provides several discounts for eligible customers, including multi-car, multi-policy, anti-theft device, good driver, affiliate membership, annual renewal, and driving safety course discounts.
Roadside Assistance
Infinity offers roadside assistance coverage, providing services such as flat-tire changes, towing, emergency gas, lock-out services, and battery jumpstarts.
It is important to note that Infinity Insurance is no longer selling new policies and is currently servicing existing policies in California. For new policies, customers can get a quote with Kemper, Infinity's parent company.
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Frequently asked questions
If Infinity Insurance determines that you were at fault, they will work with the other party to get their vehicle repaired.
The first thing an adjuster does when they receive a new claim is to make contact with all involved parties.
You should collect and exchange names, addresses, phone numbers, insurance details, vehicle make, model, colour, and license plate numbers.
The phone number to report a claim to Infinity Insurance Agency is 1-800-463-4648.
A consumer complaint may trigger a review by the claims manager. If the complaint is filed with the DFS Division of Consumer Services, the division may refer it to the Market Investigations unit for review. If potential violations are uncovered, the complaint may be referred to the DFS Division of Insurance Fraud.
