ComplaintsforFarmers Insurance

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 25, 2024, I was involved in a car accident in which the other driver admitted fault, I reported it to my insurance and ever since that day, I have been unable to speak to anyone at Bristol West. My insurance adjuster **************** never picked up the phone. Weeks after the accident I had to call when I heard nothing and was advised to contact the other insurance and speak to them. What is the point of having an insurance company not picking up or representing you when you need them? I contacted the other insurance, and they are offering me a lowball offer and threatening to cancel the rental car they provided on Monday if I don't accept. I have been ultimately alone in this. I feel backed into a corner and I am not even to blame for this. My sister was involved in a car accident years ago and her insurance communicated with the other party until a preferred resolution was achieved for all parties. She didn't have to speak to them once. Weeks before the accident on 07/25 I spent thousands of dollars getting a new transmission and now the money, they are offering won't even cover half of the money for my car let alone the cost of the transmission. I want to be represented well and feel like I matter. Also, why am I still responsible for paying for my insurance premium? I need answers ASAP.

  Business response

  08/02/2024

  Thank you for being a Bristol West customer.  We appreciate you taking the time to let us know how we are doing and we are sorry to hear about your dissatisfaction with the handling of your claim.  We take the customer experience seriously and we will provide your concerns to the Claims operation to address.

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the tenth of July an.agent for farmers insurance agent canceled insurance for my Acura tlx on the incorrect date given there was a fourteen day lapse in coverage the coverage was due to be canceled on the twenty Fourth of July on the twenty third of July my windshield was damaged due to the lapse in coverage due to an error on the agent behalf my vehicle was not insured their reply that I canceled the insurance on the tenth of July my question is why would I cancel my insurance fourteen days before my new policy took effect all of the phone of the calls made was recorded but for what ever reason their was not the only thing being said is that what was was in their notes is what they was going to do is going use my question is why would I want a fourteen day lapse in coverage?

  Business response

  08/09/2024

  We are in receipt of your inquiry regarding ************** concerns regarding the coverage outcome on his claim. We appreciate the opportunity to review this matter and to respond.

  We have reached out to ************ directly to discuss the concerns outlined in his inquiry and provide insights into the coverage investigation and outcome.  We regret we do not have a more favorable response to ************** inquiry; however, respectfully maintain our decision.    

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would like my claim readjusted properly and correctly. My car was brand new but rated average. The report said I had alloy rims but I had black rims nothing alloy or aluminum. My car was in excellent condition not average.

  Business response

  08/13/2024

  We are in receipt of your inquiry regarding ************** concerns with the handling of her claim.  We appreciate the opportunity to review this matter and to respond.

  
  We regret any frustration ************* has experienced.  The claim supervisor has reached out to ************** directly to discuss the concerns outlined in her inquiry as well as next steps in the total loss evaluation process.  ************** has agreed to provide additional documentation which we are currently awaiting receipt of.  Should ************** have questions regarding her claim we would encourage her to contact the claim supervisor to discuss the matter further. 

  Customer response

  08/14/2024

   
  Complaint: 22078444
  
  I am rejecting this response because:
  I did submit the documents but this claim was handled poorly to begin with. The **** dont like to call they only send text messages they do things with out corresponding with me ******* or with my mother ******. This claim has been going on way passed the time frame. Not to mention yeah my coverage covered on 30 days of rental coverage and this claim is not even officially completed so I had to pay for my rental car out of pocket and all this has to do with my insurance company dropping the ball and mishandling my insurance claim correctly. I am still suffering from this incident in many ways. 
  Sincerely,
  
  *************************

  Business response

  08/16/2024

  We are in receipt of the follow up inquiry from ************** regarding the handling of her and resolution of her claim.  We appreciate the opportunity to review and respond.

  We apologize that our continued handling of the claim has failed to meet ************** expectation; however, we respectfully maintain that we are working to bring the claim to a resolution. Our file reflects that we received the additional documentation from ************* on August 13, 2024, and are currently in the process of evaluating this information.  

  
  In regard to rental, our file reflects that we have extended the full policy limit available to ************** and would be unable to assist with rental beyond the coverage amount.

  
  Should ************** have questions regarding her claim we would encourage her to contact the claim supervisor to discuss the matter further. 

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband truck was hit but a client of said insurance and we can't get any person to talk to.this happened 1 month ago. The truck is sitting at tow yard.no one answers phone goes to voicemail. Branch off from farmers my husband has whiplash and concussion bills are piling up truck hasn't been looked at by an adjustor or repair place we call no response.im fed up with this company I need help the other driver was at fault. But we feel like we caused the accident.my husband having issues from concussion no one cares

  Business response

  08/08/2024

  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 file reflects ****************** vehicle has been picked up from the tow facility and the storage fees have been paid. We are currently in the process of completing an estimate for the vehicle damages to determine if the vehicle is repairable or will be a total loss. A rental vehicle has been provided. The claim representative has been in contact with **************** and will address his injuries and medical bills with him directly. We sincerely apologize for any lack of communication and if any of *** or ******************* calls were not returned timely as this does not meet our customer service expectations.
  

  We look forward to working with **************** and ***************** to resolve their claim. Should **************** or ***************** have any additional questions regarding their claim, we encourage them to contact Claim Supervisor ***************************** at ************** or Claim Manager ******************* at **************.
  

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

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the 5th of June a young man hit and totalled my truck while it was parked. I have been calling , texting and I haven't heard anything sense June! Bristol was the young man insurance company.

  Business response

  08/07/2024

  We take customer service very seriously and escalated your concerns to our Claims Leadership team to review.  Our file reflects that on August 6, 2024, you spoke with Claims Representative ************************* to discuss your claim and concerns.  We are in the process of obtaining all demands before we are able to settle the claim based on our insureds limits.  We apologize for any frustration you may have experienced as a result of this claim, and we remain committed to working alongside you towards resolution.  Should you have any additional questions, we encourage you to contact Field Claims Supervisor ***************************** at **************.

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Twice Bristol West part of Farmers has double charged me for my insurance payment. This last time has been a nightmare to try and recoup my funds, I called when I noticed the double withdrawal, got the ok we are all set you will see you refund within 5-10 days fast forward about 10days later, I call to follow up, there is no record of a return of funds, and not only that they have conveniently applied this over payment to my new policy. I was never contacted about an over payment, asked how to allocate the funds and I called to have the funds returned. It will now be another 3 days of processing and another 5-10 days before i see a refund. I want the money replaced along with the overdraft fees I incurred deducted from my policy.

  Business response

  08/02/2024

  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.

• Initial Complaint

  08/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The handling of my home insurance policy has been incredibly frustrating and unprofessional.Misleading Quotes and Missing Coverages: I was given a quote that deliberately omitted items verbally promised to be included in my home insurance. When adjustments were needed just two days before closing, the salesperson refused to honor the early bird special they initially provided. This resulted in missing coverages being added at the last minute, leading to a higher quote right before closing on my house.Incorrect Policy Handling: I canceled my home insurance policy through multiple emails, starting on July 15th, 2024. Despite this, I received an email and a phone call from a home inspection group on July 31st, 2024, informing me that a home inspector had been scheduled to visit my property. This is unacceptable, as the policy was already canceled.Lack of Proper Communication and Documentation: After numerous attempts to speak to an agent, I was informed that the policy in question did not exist. This was confirmed in the email chain where I was assured that the policy had been canceled. However, on August 1st, 2024, I received a cancellation request for the same policy that was supposed to have been canceled previously.Additionally, I have not received confirmation that my renter's and auto policies will be canceled on August 31st, 2024, despite multiple requests for that information.This entire process has been a disaster from start to finish. It has caused me unnecessary stress, wasted my time, and has potentially put my home purchase at risk. The lack of coordination and proper handling of my policies by Farmers Insurance is deeply concerning.I urge Farmers Insurance to take immediate corrective action to address these issues.

  Business response

  08/06/2024

  Case:   ********
  
  
  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. However, we wish to assure you that the company has followed up with this customer by email and apologized for their experience. Additionally,explained when the policies were canceled, provided the credit and refund amounts and when they were refunded. This customer has our contact information should they have any further questions.  

• Initial Complaint

  07/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My mother died on May 15, 2023. At that time, I canceled her car insurance. A check was sent about 9 months later in her name. I notified ******** Insurance that I am the Power of Attorney, Executer of the Will, and Trustee. I sent all documentation to them.They replied that it is not their policy to reissue the check that they will send it to unclaimed property in **********. To date there is no unclaimed money there.I have to be concerned that there are many people in my position and ******** Insurance is keeping money for an unreasonable amount of time and basically getting an interest free loan.How can I get the refund?

  Business response

  08/08/2024

  
  P.O. Box 2910
  Shawnee Mission, *******; 66201-1310       
  Fax: **************
  ***********************************************************************
   
  
  
  
  
  
  Case:22074079
  
  
  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 to address their specific concerns in the complaint above.
  

• Initial Complaint

  07/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I owe nothing,yet Farmers Insurance is requiring payment and have no outstanding balance with them. On the contrary, I have an ongoing dispute with Farmers Insurance regarding unauthorized charges and potential coverage lapses. Credit ********** Services has contacted me regarding an alleged decimating debt of $103.58 with account number **********. I have disputed this debt and requested verification of the alleged debt and . To date, I have not received any proof of this alleged debt because My account was paid and paid on time via ACH. I last spoke with ********* at Farmers Insurance Group regarding this alleged debt on July, 26,2024. She stated that I don't owe any money.Credit ********** Services actions violate the Fair Debt ********** Practices Act (FDCPA) by attempting to collect a debt that is not owed and by failing to provide the required information about the debt.Unauthorized Charge and Potential Coverage Lapse On April 26,2024, I discovered an unauthorized charge of $136.58 on my bank card statement. Despite numerous attempts to resolve this issue with Farmers Insurance, I was forced to dispute the charge with my financial institution to recover my funds. Farmers Insurance has provided conflicting information regarding my coverage status during this period, causing significant distress and uncertainty.False Debt Claim and Aggressive Debt ********** To compound these issues, I have received a debt collection notice from Credit ********** Services, claiming that I owe Farmers Insurance $103.58, account number **********. I dispute this debt in its entirety.I have provided Farmers Insurance with documentation, including bank statements and evidence of potential coverage lapses, to support my claims. However, the company has failed to address these issues satisfactorily. The unauthorized charge, misleading information regarding coverage, and the false debt claim are all examples of unfair and deceptive business practices.

  Business response

  08/02/2024

  
  P.O. Box 2910
  Shawnee Mission, *******; 66201-1310       
  Fax: **************
  ***********************************************************************
   
  
  
  
  
  
  Case:22063228
  
  
  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.
  

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was involved in an accident that clearly wasn't my fault. This is EXTREMELY evident by the point of impact and damage. A first grader could determine that. Now after waiting over a year for arbitration they are saying no one is at fault. I have higher rates, wasted time, and out $1000 deductible. I would like the arbitratiors name to file a complaint. I will also settle for the $1000 to resolve the matter. The other insurance company should be doing this but I have to waste more time handling this matter.

  Business response

  08/05/2024

  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 completed our liability investigation and determined that our insured is not legally liable for ****************** vehicle damages. As ****************** insurance carrier did not agree with our position,they filed inter-company arbitration against us. The arbitrator determined that no compelling evidence was presented to bring more credibility to either partys version of the accident and no award was issued. We acknowledge that ****************** does not agree with the outcome; however, inter-company arbitration is legally binding between member companies, and we respectfully maintain our position.
  

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

  Sincerely,
  Economy ***************** Company
  *****************************
  Senior Customer Relations Consultant
  Claims Customer Relations

*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. ↩