ComplaintsforFarmers Insurance

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My mortgage company sent a bulk check to Farmers insurance on 07/17/2024 in the amount of $54,910.23. The check # *********. It was for 25 payments. My premium was 1 of them. $3154 was my portion. 14 payments were applied and 11 wasn't. Mine was one of them. The check was cashed and verified. Myself and the mortgage company has continued to call and it hasn't been resolved as of yet. My mortgage company 3 times emailed them the proof of the check being cashed along with the sheet of the 25 payments with premium account numbers and amount to be applied. For a week now, all we get is we have escalated it and working on it. They only offered to give me an extension on the policy. Everything myself are the mortgage company call, they claim we can't talk to anyone in accounting and again, we are working on it. I've asked for return calls to let me know the progress, I get nothing. The check has been cashed since 08/01/2024. I need help because all I get is we are working on it and nothing else. I asked them what's the problem if the mortgage company had proven to them and they acknowledge that they did receive and cashed the check.

  Business response

  08/15/2024

  To Whom It May ********************* you for notifying Farmers of the concerns presented to the Better Business Bureau. We appreciate the opportunity to respond to this inquiry.
  
  To protect confidential consumer information, we do not disclose information about our review. We have been in contact with the consumer to address their specific concerns in the complaint above.

  Customer response

  08/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted farmers in january and spoke to *********************** he informed me my premium due was $2,000.00. I acknowledged I could not pay such a high premium and questioned why it was so high. ****** told me that due to policy changes I would be required to pay to keep my insurance. I then let him know I would be looking for another car insurance that I could afford and requested January only amount of which I paid $274.68 on January 5, 2024. I recieved notice January 12, 2024 that ***************** was new farmers agent. On January 29, 2024 $11.54 was taken out of my account unknown to me. February 5, 2024 contacted Farmers insurance that I was going with different agency for car insurance, I talked to ************************* 3-27-2024 she told me she had my account information and that I owed $70.35 and she was going to process this payment amount. I sent via Email to ******* Declarations of all vehicles effective date of 02-05-2024. I then started to receive from ************************** balance due of $684.70. I contacted ******* and she said submit Declarations to Farmers, I asked her why she had me send her Declarations and not input them and she just told me I owed alot of money and I needed to call Farmers. I called Farmers and they said I needed to work with agent regarding balance due. I contacted ******* regarding policy created on ********************* off my policy with another balance due. She allowed me to know ***** was rude to her on phone and that it upset her. My account with ******************** after January now has like six different policy numbers including one created under ****** name and they have been sent to collections for different balane due amounts on one policy and she ******* said she can't help me anymore.

  Business response

  08/15/2024

  Case:   22108705
  
  
  To Whom It May Concern:
  
  Thank you for notifying Farmers of the concerns presented to the Better Business Bureau. We appreciate the opportunity to respond to this inquiry.
  
  To protect confidential consumer information, we do not disclose information about our review. However, we wish to assure you that the company has followed up with this customer by email and apologized for their experience and processed their request to retroactively cancel their policy.  

  Customer response

  08/15/2024

   
  Complaint: 22108705
  
  I am rejecting this response because several versions of policy were created with different amounts under my name and *********************. I would like to know where the credit for payments taken out of my account from ******* were applied.  I would like to know if ******* is going to continue taking money from my account.  I would like to know why I have a decreased balance due; when ******* collected $70,00 from my account and told me that was all money owed on account.  ********************* also paid money to ********** services on policy ******* created. Why was that money not credited to my policy.  All vehicles were cancelled February 5, 2024 per Declarations provided. I should not owe any money and yes send me my refund.
  
  Sincerely,
  
  *******************************

  Business response

  08/22/2024

  Case:   22108705
  
  To Whom It May Concern:
  
  Thank you for bringing this matter to our attention. We emailed our customer and addressed their additional questions. While we acknowledge that they are dissatisfied with the earned premium, we have confirmed that it is accurate and due our company for the coverage we provided

  Customer response

  08/22/2024

   
  Complaint: 22108705
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  08/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My wife and I have had the same insurance company, policy, and payment for over 9 years. When a hail storm comes through our area and we file a claim, the insurance company says they have changed their policies and refuse to cover damages to the roof. Now a $10k project will cost us $7,600 out of pocket because Farmers has changed their coverage for damaged roofs multiple times over the past few years. So the coverage has changed outside the scope of repairs for our outdated roof although the roof still has years left on its life expectancy. The insurance agent I spoke with explained that this information was relayed to us with updated terms of service packets issued each year. He says its our responsibility to review these updated terms but hadnt known anything had changed with our policy that needed reviewing. Im sick to think that Ive paid for insurance for 9+ years just for the insurance company to deny my needs when a situation arises that requires their assistance.

  Business response

  08/19/2024

  Tell us why here...We regret Mr. ******** frustration with his policy coverage and the outcome of his claim. However, our review indicates coverage was applied correctly and that an appropriate payment was issued for the covered damages.  Mr. ******** policy previously covered roof losses on a replacement cost basis. At the policys renewal effective December 30, 2022, the homes roof reached 14 years of age, and became subject to the policy schedule for roof losses of that age or older. As a result, the roof damage was covered on an actual cash value basis, and the withheld depreciation is not recoverable. A notice explaining of this was included with the renewal offer sent on November 7, 2022, and the change is noted in the cover letter with the documentation. We are sorry if this change was not noticed prior to Mr. ******** hail claim.

  Customer response

  08/21/2024

   
  Complaint: 22118394
  
  I am rejecting this response because:
  
  To be fair, Im sure most people do not notice these changes unless theyre brought to your attention. The price of my monthly premiums had not significantly changed, therefore I didnt realize there was such a dramatic lapse in coverage. Changes to my policy were not made CLEAR to me in a policy renewal in 2022. Was this a document I signed and returned accepting the new terms? Perhaps I have had a lapse in memory. The policy I agreed to would cover my out of pocket expenses in such an incident as we have experienced. Why would I trust my insurance needs to a first rate insurance company to file a claim and receive sub-par assistance on covering the repairs? Why would I have insurance with a company for 9 years and they wont help me when it comes time for me to file my first claim? If drastic changes are being made to a policy, it should be discussed and agreed upon, and a price reduction should be reflected. 
  

  I would like you to reconsider the depreciation value of my roof at the very least and provide me with enough financial assistance to cover cost of supplies to make repairs. I would be willing to meet in the middle with you on correcting our damages. We truly believed the roof was covered in such an event, and would be willing to renegotiate terms of our future needs moving forward. 
  I also apologize for any inconvenience as I only want to have the issue resolved in a professional, timely, and courteous manner.

  
  Sincerely,
  
  ********************

  Business response

  08/21/2024

  While we empathize with Mr. ******** situation, our position regarding her policy coverage and the outcome of her claim is unchanged.  The policy renewal in question stated on the cover page in bold text that changes had been made, and specifically referred to settlement conditions applicable to roof losses.  We are sorry if she did not notice this, but the changes were noted appropriately.  Unfortunately,we cannot consider her request to reconsider the outcome of her claim.

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a toggle car insurance policy TAPLCDC7EP. Date of birth 04/20/92. I've never cancelled car insurance and not been given a refund. Generally if you pay for a month of car insurance, and use it for 15 days, you will receive a refund for the 15 unused days. NOT with toggle. I emailed them and the response I received was "There will be no refund". Very unprofessional. There is a "minimum earned premium in my state of $75", I was told via chat. Except, no where in any of my policy pages, application for insurance, anywhere does it state this $75. If you charge $75 and do not state it, this is deceptive. Would it not make more sense to just wait until the end of the month before cancelling it? You'd think they would warn me of that. So Toggle in effect took money for an entire month of car insurance, I cancelled 5 days later, and they've decided to just keep the other 25 days of what I paid them as a little bonus for themselves. I am very low income and to me this is deceptive and shameful. I am asking for my unused premium to be refunded to me, and in the future Toggle needs to state plainly on your application about the $75.

  Business response

  08/08/2024

  To Whom It May Concern:
  
  Thank you for notifying Toggle of the concerns presented to the Better Business Bureau.We appreciate the opportunity to respond to this inquiry.
  
  Responded to customer to assist with updating their policy.
  
  We thank you for your time and attention. If we can be of any further assistance, please contact us.
  
  Sincerely,
  
  Toggle Insurance Company

• Initial Complaint

  08/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Bristol West has not done anything to fix truck since hit and run. The *************** is very rude. Does not return calls,emails or voicemails. Have been trying to get them to fix truck since June *******. They don't let you talk to anyone else. **** does absolutely nothing but be rude if he does call.

  Business response

  08/12/2024

  We are in receipt of your inquiry to the Better Business Bureau. In your inquiry, you expressed dissatisfaction with the handling of your auto claim. We appreciate the opportunity to review and respond.
  Our records reflect we received documentation from your repair facility supporting additional loss related damage. Our records reflect payment for those damages was issued. Should your repair facility find additional damage during the course of the repair, we ask that they contact our claims team.
  We regret any frustration you experienced as a result of our claim handling and if your contact attempts were not returned to your satisfaction.Should you need additional assistance with your claim, we ask that you contact Field Claims Supervisor, ***********************, at **************.

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello my name is ********************************* . I was involved in a car accident on July 27th 2024 while I had my 6 month old in the back seat. The at fault driver (********************* and or *********************) dont know which one hit me but they were going abt 40 miles per hour in a 5-10 mile speed limit in the parking lot of advanced auto parts located on ************************************************ across from ************************ . There were several witnesses who can validate my statement . Including an ups driver that was parked on the right side of the advanced auto parts . As I am coming through the back way of where I live I instantly notice that a speeding car is coming from the opposite direction near ****** and that they werent going to slow down .I immediately try to move to the right where the ups driver is parked and I couldnt In time . This was a head on collision . He hit and skipped on my car. And now my car is totaled causing me to miss two weeks of work now . *** actively been trying to communicate with his insurance company or whomever to posses my claim for a new vehicle. They told me that since whoever was driving wasnt on the policy holders insurance their is a coverage issue . Id just like to be paid. The officer as well (****** badge number 2393) deemed it as totaled on site . The other drivers vehicle was driven away as he hit and ran mine. I am not able to work or provide for me and my children because of this and their insurance company is being noncompliance. Please help me

  Business response

  08/15/2024

  Dear Better Business Bureau,
  

  Thank you for your correspondence concerning a matter brought forth by *********************************. We take the customer experience seriously and appreciate the opportunity to respond.
  

  Our records reflect we have completed our coverage investigation and determined there is no coverage for this accident under our policy. The vehicle involved in the accident was sold and not owned by our insured prior to the loss. Our policy automatically terminates upon the sale or transfer of ownership of the vehicle. 
  

  We regret we do not have a more favorable outcome for *******************; however, we maintain our coverage decision is supported based on the information currently available to us. Should ******************** have any additional questions regarding her claim, her attorney may contact Claim Supervisor ********************* at ************** or Claim Manager ************************* at **************.
  

  Sincerely,
  Bristol West Insurance Company
  *****************************
  Senior Customer Relations Consultant
  Claims Customer Relations

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was involved in a car accident on April 24th 2024. Claim 7007512027-1 was filed and ************************* was assigned to this claim. A farmers insurance client ************************* had an employee in a work truck headed to an on ramp proceeded to blow through the yield sign and slam into my ******* ********* It took **** over a month to accept liability on behalf of farmers and her client and agree with my insurance agent and the police. This was a very cut and dry obvious their driver was at fault situation. After finally accepting liability the repair process began. All in all I was 2 months without my vehicle including 16 days in the beginning without a rental car or means of transportation as the adjuster deemed the vehicle non drivable. Once the dust settled for the repairs I was assigned to ***************************** for subrogation. He never called me. Had a conversation with me. Anything. Before offering $169 for out of pocket repair expenses and rental car which my demand letter clearly states an amount just south of $1000. The very next day his supervisor called and within 15 minutes of a pleasant and intellectual conversation we settled on an amount of $998 for the vehicle portion. He informed me that was as far as him and ******** could go with my demand letter and that he wrote an email to ************************* to respond to my demand letter and work something out. To this day. I have called, emailed, and texted **** and she refuses to respond. I am seeking damages for considerable lost wages plus pain and suffering as laid out in my demand and nobody will call me to discuss settlement. I own my own business and lost 16 days of transportation due to this not to mention panic attacks, anxiety, and depression which is only worsening as this goes on without resolve. I would appreciate if farmers could reach out and we could come to an agreement on compensation before this becomes a lawsuit. I just want to move on with my life. Tinas work email *****************************************

  Business response

  08/08/2024

  We take customer service very seriously and escalated your concerns to our Claims Leadership team to review.  Our file reflects that on August 7, 2024, you spoke with Field Claims Supervisor ********************* to discuss your claim and concerns. We have since settled your claim for bodily injury, and are waiting for your additional documentation to review your loss of business income claim.  We apologize for any frustration you may have experienced as a result of this claim, and we encourage you to reach out to Field Claims Supervisor ********************* at ************** with any further questions.
  
  

  Customer response

  08/08/2024

   
  Complaint: 22098121
  
  I am rejecting this response because:

  We have not completed the lost wages portion of the demand. ********************* has been great and we are certainly close to wrapping this up and things are moving in the right direction. I just sent over P&L statements this evening. My apologies for the delay! 

  
  Sincerely,
  
  *********************

  Business response

  08/16/2024

  Dear Better Business Bureau,
  

  Thank you for your follow up correspondence concerning a matter brought forth by ***************************. We take the customer experience seriously and appreciate the opportunity to respond.
  

  Our records reflect payment for Mr. ******** loss of use claim was issued on August 16, 2024, and his claim is now concluded.
  

  We are pleased we have been able to address Mr. ******** concerns at this time. Should ****************** have any additional questions regarding his claim, he may contact Claim Supervisor ********************* at **************.
  

  Sincerely,
  Farmers Group Property and Casualty Insurance Company
  *****************************
  Senior Customer Relations Consultant
  Claims Customer Relations

  Customer response

  08/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  thank you for all the person help. **** was an absolute pleasure to work with and we found a fair solution.  Thanks again! 
  

  
  Sincerely,
  
  *********************

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 2024 Farmers Auto Insurance stated to me that my auto insurance will increase by May 6, 2024 by the total amount of ********; and that I would have to pay it in full in order to keep my policy. I told them over the phone that I can't afford to pay that amount and I want to cancel my auto policy; the agent by the name of **************************** told me that there was nothing he could do and again I made it clear that I want to cancel my auto policy with them. Immediately I went on and purchased a new auto policy from Geico Insurance and then I received another notice that I have to pay ****** by July 11, 2024. My problem is that I do not understand why they keep sending me notices saying that I owe them money on the same policy that I told them I dont want anymore.

  Business response

  08/07/2024

  To Whom It May ********************* you for notifying Farmers of the concerns presented to the Better Business Bureau. We appreciate the opportunity to respond to this inquiry.
  
  To protect confidential consumer information, we do not disclose information about our review. We have been in contact with the consumer to address their specific concerns in the complaint above.

  Customer response

  08/07/2024

   
  Complaint: 22086052
  
  I am rejecting this response because: I don't understand how all of a sudden ******** claim I owed them 401 dollars to now 200 dollars which is really sketchy. I am appalled they want to say I had a prior balance which is not true at all. Please look into this matter. Thank you!
  
  Sincerely,
  
  *****************************

  Business response

  08/13/2024

  To Whom It May ********************* you for notifying Farmers of the concerns presented to the Better Business Bureau. We appreciate the opportunity to respond to this inquiry.
  
  To protect confidential consumer information, we do not disclose information about our review. We have been in contact with the consumer to address their additional concerns in the complaint above.

  Customer response

  08/13/2024

   
  Complaint: 22086052
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Farmers Insurance ************************* located in ******* ******* quoted our family for auto insurance (******/month) and renters insurance (*****/month). After giving the quote he asked for our routing number and account number so that once we signed the documents he would charge for those services. This quote was given on 8/1/2024, the banking information was given on 8/2/2024. While my spouse and I were reviewing the documents late evening on 8/2/2024 we had a notice that our bank account had been charged twice; once in the amount of $359.74 for auto insurance and $22.37 for renters insurance. We had not signed the documents and saw that it was not through the company represented. I sent three pictures of the charges to the agent and called him the morning of 8/3/2024. I told the agent that this was unacceptable that we have not approved those amounts and not signed any documents for services provided. He proceeds to yell at me and tell me not to cuss at him or yell at him. Within the entire conversation the agent was the only one yelling and cussing. I told him all I expect is my agent not to be incompetent and trust that my family and I are receiving the services being paid for. The agent hung up on me and I sent him a text letting him know any further correspondence shall be done via text or email with no reply from the agent.

  Business response

  08/12/2024

  To Whom It May Concern:
  
  Thank you for notifying Farmers of the concerns presented to the Better Business Bureau. We appreciate the opportunity to respond to this inquiry.
  
  To protect confidential consumer information, we do not disclose information about our review. We have been in contact with the consumer via email to address their specific concerns in the complaint above. 

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello,We recently purchased a house and also purchased home insurance for the property through ********.There have been several issues with our policy and brokers that have been highly concerning.First, we completed all of the documentation for our home insurance policy, and then afterwards were told that we needed to install an additional water shutoff device that cost ********* which was not listed in any of our insurance documentation and which we didn't agree to. We were told that if we didn't install this, our insurance coverage would be cancelled. Moreover, we requested additional several times from our insurance broker the requirements for this device and received very little information. They kept pushing us to install a **** device -- which it was clear there was a marketing partnership with -- but ******** wouldn't describe the true requirements for the shutoff device. The opaqueness of this was highly concerning.After a while, they told us that if we had new water pipes then we wouldn't need to install the device, but we would lose some discount. We are planning to replace all of the pipes in the next few weeks, but they will not tell us the absolute dollar amount of the discount we would lose. I've asked several times what this amount is but haven't gotten confirmation.I've followed up numerous times with our insurance brokers and they have not provided the information requested, and have now stopped responding to my emails.I hope that ******** can provide information about (1) where in the policy documentation we signed that we agreed to install this water shutoff device and (2) what the exact discount is (in $) that we'll lose if we don't install the device and install new pipes instead. Both of these questions our brokers have been unable to answer. If they cannot prove that we agreed to install this device, then we should not lose the discount.Best regards,*****

  Business response

  08/12/2024

  Complaint ID: ********

  To Whom It May *************************** you for notifying Farmers of the concerns presented to the Better Business Bureau. We appreciate the opportunity to respond to this inquiry. 
  
  To protect confidential consumer information, we do not disclose information about our review. We are in contact with the consumer to address their specific concerns in the complaint above. 

   

  Customer response

  08/12/2024

   
  Complaint: 22081139
  
  I am rejecting this response because: farmers has contacted me but hasnt resolved the situation only reiterating the lack of information previously provided. Moreover they corrected my rate went up 20%, not 2% as claimed by my agent if I dont do they extra work they said I need to do but I never agreed to. They have not offered a reasonable path forward to address these concerns. 
  
  Sincerely,
  
  *********************

  Business response

  08/14/2024

  We have responded to the consumer's rebuttal directly. While we regret any misunderstanding that occurred, we are prevented from applying discounts without the required documentation.  

  Customer response

  08/14/2024

   
  Complaint: 22081139
  
  I am rejecting this response because: farmers falsely advertised the price for this policy and isnt providing any proof I agreed to the $1000 work that they claim I agreed to despite multiple follow *** and requests for proof of documentation. This is more than miscommunication its false advertising and probably illegal. 
  
  Sincerely,
  
  *********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩