ComplaintsforFarmers Insurance

• Initial Complaint

  07/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I previously was covered under 21st Century Insurance which was acquired by Toggle Insurance Company. I never received notice and my policy was cancelled because of an error with processing my payment. After the acquisition, three payments processed from my account and when the next payment would not process, I didn't receive a phone call from the provider to resolve. I did not receive any notice by mail even though the provider stated a notice was mailed. I was a 21st Century customer for over 25 years and never had an issue until after this acquisition. My account is listed as inactive and not cancelled and I've been trying to work with the provider to pay the balance due. No one has assisted me. It seems like a scam to get customers to pay more for the **********************. The Policy expiration is 08/2024.

  Business response

  08/05/2024

  To Whom It May ********
  
  Thank you for notifying 21st Century 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,
  
  21st Century Insurance Company

  Customer response

  08/05/2024

   
  Complaint: 22032849
  
  I am rejecting this response because: My issue has not been resolved. The business did not assist me with paying my monthly policy and it still shows as inactive.

  here was never an attempt by toggle to contact me by phone. I was also told by the Toggle Associate that making phone calls to customers is not something your ********************** does.
  
  
  This practice of not calling customers is not reasonable considering your company took over 21st century and you have customers that are used to a particular type of platform or service.
  
  
  That being said, this is the human perspective that's being taken away from the customer experience.
  
  
  Someone from your organization should have had the common courtesy, and not to sound mean, but the common sense to contact customers like myself. I'm sure this didn't happen to me only.
  
  
  Since this was an acquisition from the other insurance company, someone should have conducted better outreach if there was not a response by sending a letter. Again I didn't get a letter until after I called your company.
  
  
  From my perspective, it seems more of a scam to get customers to pay more for the ******************** product. 
  
  
  Considering this is a singular event and to a new company platform, it just seems that the human perspective is taken from this situation. A simple phone call would have likely resolved whatever issue occurred.
  
  
  I have no issue with my credit card and no balance on my credit card. 
  
  
  Do better business so customers don't have do over. I would like someone from their corporate office to fix this issue so there is no change to my  policy coverage and limits. It should be the same with the same amount I was previously paying. I feel like this is not an accident and this is merely an attempt to get me to pay more for the same coverage.
  
  
  Respectfully, 
  
  
  *********************
  
  
  Sincerely,
  
  *********************

  Business response

  08/06/2024

  To Whom It May ********
  
  Thank you for notifying Toggle of the additional concerns presented to the Better Business Bureau. We appreciate the opportunity to respond to this inquiry.
  
  We have made an additional attempt to reach the customer and provide a more clear explanation. 
  
  We thank you for your time and attention. If we can be of any further assistance, please contact us.
  
  Sincerely,
  

  Toggle Insurance Company

  Customer response

  08/06/2024

   
  Complaint: 22032849
  
  I am rejecting this response because:

  My credit card was active and in the past, I did receive calls from 21st Century. Again, I did not receive a letter until after I contacted Toggle.

  I've never had this issue in 20+ years of doing business with 21st Century. If Toggle is really attempting to make a Good Faith ****** to help me, then Toggle could please look/review my previous policy to construct a new policy that's an exact duplicate of what I already had with 21st Century when being transferred to Toggle. If Toggle is not trying to scam me by making my policy cancel so Toggle could charge me more for the same, then Toggle would help and not just make me go through the process of starting a new policy with no help from Toggle.

  This isn't easy and just because Toggle is saying it's easy doesn't make it so. Toggle is providing a consumer product and you're not helping me and I've been a long-time 21st Century customer.

  I feel like I'm being punished for not know Toggle and how your system works. Toggle has given no consideration to me in trying to adjust to a platform I'm not familiar with and  not comfortable with navigating. I'M ASKING FOR HELP and I'VE CONTINUED TO ASK FOR HELP.  It's like I'm talking to a computer that keeps saying the same thing over and over. "Just start a new policy" "Just do this or that"  This is not helping me. I've been a loyal customer and ******************** is treating me horribly.

  Please help.

  ******** Response Below:

  Dear **************,
  
  This is response to your rebuttal with the Better Business Bureau and our response to your initial complaint. Unfortunately once a policy is canceled we are unable to reinstate which is the reason that our policy remains inactive. In order for you to continue insurance it would require for you to go online at gettoggle.com and start a new policy. When we reviewed your account, the reason we were unable to process your payment for *** was due to the credit card on file expired in April. It is because of this that we were unable to process your automatic payment as scheduled. I do understand that a call is something that you had hoped for, but as you stated, from talks with prior representatives, we do not make phone calls.  21st Century did not make call outs either as we do not have individual agents that manage policies. We do apologize for the experience you have had with Toggle, it was not our intention for it to be negative. We hope that you can understand if there was something more we could do it would have been taken care of, but unfortunately the option available at this time is to start a new policy.
  
  Please let us know if there is anything further that we can assist with. Have a wonderful day.
  
  Best Regards, 
  
  *****************************
  Service Operations Team Lead
  21st Century CA & Toggle Insurance 
  Email: ********************************************************
  California license # *******
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We use American Family Insurance and they use Foremost as a third party for our homeowners insurance. November 1, 2023 we canceled insurance on a property we sold. Little did we know Foremost canceled the insurance on a different property of ours (the incorrect property). This was not brought to our attention until the end of May 2024. Foremost owes us approximately $1,200.00 as a refund for the insurance we paid on a policy that should have been cancelled 6+ months ago. ***** has tried contacting them numerous times on our behalf and Foremost keeps changing their story; from stating they will be cutting us a check to saying it still needs approval. Foremost Insurance is at fault and we are requesting the money we are owed.

  Business response

  07/31/2024

  
  
  Case: 22054597
  
  
  To Whom It May *************************** you for notifying Foremost 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

  07/29/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Transaction on 07-26-2024 I had this for a year or so, they keep increasing my contract every 6 months, they always sent me a contract thru my mailing address to sign for the next 6 months cover or I went to its web page abd did an automatic payment for 6 months, the payment was schedule to be deducted every 25th I canceled a week before cause their policy is a 3 days period before the payment due, which I did with a week time on top of that I did not sign the contract, so as you can see I went to its website cancel ed *********** and did not sign anything, still went to my account today, for $265.20 called them they transferred me ro different depts, not to mentions two agents hung up rudely, at the end everyone gave me different explanation, one person told you have to call anotherrrr phone number, then I received a new file to fill it out, finally got a new phone for anotherrrr ***** a other person told me I cancelled already your *********** for sure but you need to contact your bank probably they can cancel this debit, contacted my bank now I have to wait 10 **** days, my account is overdrawn because of them, that money was gonna be use it for my rent, also I have a new company which I paid 285 bucks with GO, please I need to get this straight out

  Business response

  08/05/2024

  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 via email to address their specific concerns in the complaint above. 

  Customer response

  08/05/2024

   
  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

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have not been able to get our home damage taken care of below is timeline.July 12th 2024 called Farmers to report bathroom floor swelling/ water leak 3** Recieved call from *********************** July 15th *********************** came out to assess issue in upstairs bathroom for 10 min. Didn't even look for downstairs ceiling damage in our laundry room and kitchen which is located below our master bathroom. July 17th recieved email from *********************** claiming it was from the shower door and water leaking out well showering. Called and emailed that this is not correct. July 18th sent video of the leak coming out from back of the toliet trim/ wall to ************************* who said he was going to have an advisor look at it. Later in the ** he advised getting a plumber out. July 18 called a plumber off the list provided by Farmers first opening was Monday July 22nd. July 22nd Plumber came out said it is not what *********************** was claiming and that it was a water leak from the valve. Sent paperwork to *********************** of plumbers findings. *********************** called me asking question which I referred him to the plumber to answer. *********************** said he would call me on July 23rd in the morning. July 24th after not recieving a call from ************************* sent a text message letting him know I was going to reach out to Farmers customer care to give feedback. *********************** called said he needed to come back out to do a job he should have done right the first time.I called the plumber to see if *********************** had actually called him and was appauled by what I was told and after talking with AA plumbing we decided to not have *********************** continue as our assistant. I called **** at Farmers left a voicemail as well as Farmers customer care who got hold of **** who claimed he would call me back in 45 minutes so 4** pacific time. July 25th 9AM pacific time and still no call from **** and day 14 of this issue with mold and water damage with no results, poor communication which doesn't match your slogan at all.

  Business response

  08/01/2024

  Dear Better Business Bureau,
  

  Thank you for your correspondence concerning a matter brought forth by *****************************.  In this inquiry, ************** expressed dissatisfaction regarding the processing of her claim. We take the customer experience seriously and appreciate the opportunity to respond.
  

  We value ************** as a customer and appreciate her business. Upon receipt of this complaint, we escalated Ms. ****** concerns to claim leaders for their review. After additional evaluation of the claim information, we can advise that a payment has been issued for Ms.****** claim. We apologize for any delay or frustration that ************** may have experienced during the processing of the claim.
  

  Sincerely,
  
  Farmers Group Property and Casualty Insurance Co
  
  ********************************
  Claim Customer Relations Senior Consultant

  Customer response

  08/01/2024

   
  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

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction 4/8/24 in the amount of $251.95. My daughter purchased a car on 1/6/24 and **** from Farmer Ins. *************) $194.00. I was helping my daughter for the first 90 days of insurances and each month the premium was not what he quoted it was more $250-$280. When we called **** he would make some excuse that Bristol had not updated the files. In late March 2024 my daughter set up auto-pay from her account an on 4/8/24 $251.95 came out of my account. I called **** and he said he forget to remove my debt card, I asked for a refund and he said that would be very hard to do, I also asked why by debit card was on file and she said for me to go to the bank and cancel the card. I filed a depute with the bank and Bristol cancelled her insurance for non-payment so she had to pay $280. I finally contacted the bank on 5/9/2024 and said drop it that this is not worth the headache. We finally cancelled the auto insurance this month so again I contact Bristol West insurance and was told that the money was sent back on 5/10/24- I just returned from PNC and Bristol West has not returned the money. The rep gave me a Conf#********** and PNC said that is not a routing number.

  Business response

  08/01/2024

  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 via email to address their specific concerns in the complaint above. 

  Customer response

  08/06/2024

   
  Complaint: 22042712
  
  I am rejecting this response because: Bristol Insurance asked for 2 months of banking statements that I faxed to the number on the letter ************ - 7 pages and today I get an email that she can't find them.  I have a confirmation it was done. I have asked them for proof I got the refund on 5/10/24 with no response.
  
  Sincerely,
  
  *******************************

  Business response

  08/08/2024

  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 via email to address their specific concerns in the complaint above. 

  Customer response

  08/08/2024

   
  Complaint: 22042712
  
  I am rejecting this response because: I faxed the bank statements on 8/1 and was told by Bristol West I needed to provide the number it was faxed from..I was at ************ I don't have that info. On Aug 6 I emailed all 7 pages to ******************************************** and ***********************************************************.  And again, ******* says she has not received the responded info. that can't be probably. Her email also stated it could take up to 3 weeks. I don't know what else to do at this point.  I wanted to share with you that my daughter just filed and complaint with the BBB for the same company and not getting her refund after cancelling the policy, so it not just me with this company.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against Farmers Insurance regarding the handling of a damage claim.Despite numerous attempts with the Farmers agent, he failed to give adequate resolution. Ikindly request your assistance in mediating this matter.

  Business response

  07/26/2024

  We are in receipt of your inquiry regarding Mr.Bishops concerns with the status of our investigation into this loss. We appreciate the opportunity to review and respond.
  After careful review we have concluded our investigation of this claim and have advised **************** of the outcome. While we regret any frustration **************** has experienced, we respectfully maintain that our claim handling was appropriate, and the investigation was handled in a fair and timely manner. 

  Customer response

  07/26/2024

   
  Complaint: 22027171
  
  I am rejecting this response because:

  I have been treated unfair and have been presented with several unreasonable requests and questioning that has no revilence to the issue at hand. 

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

  Business response

  07/30/2024

  We are in receipt of the follow up inquiry from the Better Business Bureau. In the inquiry, **************** expressed continued dissatisfaction with the handling of his claim. We appreciate the opportunity to review and respond.
  As no new information has been received and **************** has not complied with our investigation, we are unable to overturn the claim denial at this time. Should **************** wish to pursue his claim, we ask that he contact our claims team with the requested information. 

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date: Since 7/17/2024 Received a letter from Toggle (a Farmers company) stating they will not renew my auto insurance due to an expired drivers license. My license is valid until 02/04/2026. The rep at Toggle mentioned that their system shows my license as expired. No one contacted me to request a copy of my license; instead, their underwriters flagged my account, resulting in the non-renewal notice after 8/10/2024. Isnt it strange that the company doesnt verify information directly with their customers but relies on computer-generated data? Toggle suggested I could re-join with a new account, but I cannot get a quote until after 8/11/2024, which could lead to higher premiums.As a loyal customer 20+ years, my current premiums are more favorable than new quotes out there. This is not my fault, yet I am being penalized by Toggles automated system and underwriters. The rep shared that their underwriters use LexisNexis to verify and learned that a field in my profile had error showing inactive in the status fields They are in the process of correcting this but LexisNexis says will take 30 days to fix. Meanwhile, I will be without auto insurance and unable to obtain new one from any company until this is corrected. LexisNexis verified also that no company has requested an "Inquiry Report" from them in the last 6 months, so I am unsure where Toggle got the dates for my license.Despite repeatedly contacting ******************** to unflag my account, I received no help. Most reps have stated it is beyond their capabilities since Toggle operates as an automated system, and humans cannot edit once a flag is placed. Toggle's process is dehumanizing and seems designed to benefit the company rather than the customers. Please help. Policy number: ********** Desired settlement: I request that Toggle contact me, reinstate my auto insurance, and if their system generates a new account, my premium should not be raised. Thank you.

  Business response

  08/05/2024

  To Whom It May ********************* you for notifying Toggle Insurance of the concerns presented to the Better Business Bureau.  We appreciate the opportunity to respond to this inquiry.
  
  We sent an email to the customer with a resolution.
  
  We thank you for your time and attention. If we can be of any further assistance, please contact us.
  
  Sincerely,
  
  Toggle Insurance
  
  

  Customer response

  08/08/2024

   
  Better Business Bureau:
  

  I have reviewed the response made by the business in reference to complaint ID ********, and yes I find that this resolution is satisfactory to me in terms of non-renewal being lifted.  At the time of writing, Toggle/21st Century did not provide any reason on why they wrongfully flagged my account but after emailing them back and forth, I finally got the reason for this wrongfully determined on their part. I do appreciate BBB stepping in and taking care of this issue for me as without your support, the company would not have reached out or done anything about it.

  Lastly, I believe BBB posts these concerns on their website but since I have my policy number listed when I made my original complaint, I do request that if you must publish please redact my policy number and any personal information. Thank you.

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

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2024 Farmers insurance started not covering hill side properties in ********, **, or requesting to have some kind of certificate from such a called "Wildfire prepared" company. Wildfire prepared company charged me $125 for "application fee". All attempts to find this company's location, telephone number, attempt to speak to one of management people were unsuccessful (***************************, ***************************, ***********************). They wanted to communicate only via email. To get answer to email was taking at least 1 business day and the answers were not related to my questions. This issue was reported to Farmers insurance, and the following is the answer from Farmers. My questions were- what kind of company is Wildfire prepared, where are they located, why don't they want to communicate over the phone, because there evaluation is not objective, why I can't find there contact information in website and many more.Farmers answer was-Dear *********************************,Thank you for your inquiry.Would you like to request a new agent, or would you like to made a complaint regarding your agent through the District Manager?If you have any questions, please contact your Farmers agent or call us directly at 1-800-FARMERS ***************).Below is the information for your Farmers Agent.Agent Name: *************************** Agency Phone Number: ************** Fax Number: ************** Email: **************************************** Website: *******************************************************************, no answer or help from them either. As you noticed there is no statement regarding to my problem, solution and/or anything about questionable "Wildfire Prepared" company.Please evaluate this situation, because many residents in ********** having this problem and need help dealing with this kind of companies.

  Business response

  07/24/2024

  
  P.O. Box 2910
  Shawnee Mission, *******; 66201-1310       
  Fax: **************
  ***********************************************************************
   
  
  
  
  
  
  Case:22020107
  
  
  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

  07/24/2024

   
  Complaint: 22020107
  
  I am rejecting this response because:

  The first sentence from *******************
  Senior ************* Representative 
  ********************** | Customer Relations
  FX *********************************************, LLC license number *******
  California license number ******* 
  **************  was "It is always our intention to provide excellent service to our customers".

  False.

  *******************,

  Wildfire Prepared company was referred by Farmers insurance. They charged me $125 "application fee" for what? 1. Make them to refund my $125. 2. Report Wild Prepared companies business information (Address, Tel number, business activity etc.) to BBB office to start the investigation the activities and customer service of there employees (***************************, ***************************, ***********************). Unfortunately, I did not find any information about this company (how can  the customer make sure that this is legit **********************. There is much more, but for now- California hillside residents are suffering because of your non competent work. I did not get any help from your company, or from Wildfire Prepared. There is nothing to do with my agent ***************************. You better submit Wildfire Prepared information to BBB and answer my questions directly. 

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

  Business response

  07/25/2024

  To Whom It May ****************** insured has been advised we are unable to refund the application fee from Wildfire Preparedness as it is a third party fee and not a Farmers fee. Additionally, we do not submit complaints on companies to the BBB. If they feel that a complaint is warranted against Wildfire Preparedness, they would need to file the complaint against them with the BBB.

  Customer response

  07/25/2024

   
  Complaint: 22020107
  
  I am rejecting this response because:

   I can't find Wild Prepared companies' business information (Address, Tel number, business activity etc.)  and since that company was referred to me by Farmers, I am requesting that Farmers to provide me full information of Wild Prepared company.

  ******************* ,

  The following is your statement "It is always our intention to provide excellent service to our customers".

  Now I know the level of you "excellent service", but  it is your responsibility to provide the information about the company that you are referring to.

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

  Business response

  07/25/2024

  To Whom It May *********************** Preparedness is part of the Insurance Institute for Business and Home Safety. We do not have an address to provide, nor a phone number as they do not have a call center. They can only be reached via email on their website by completing the contact form found on wildfireprepared.org/frequently-asked-questions.

  Customer response

  07/25/2024

   
  Complaint: 22020107
  
  I am rejecting this response because:

  Dear BBB representative,

  I guess you are convinced that there is no help or responsible answer from Farmers insurance. I don't have any other way to find Wildfire Prepared companies information. I hope it is not a high level security organization that Farmers refusing to provide business information. If they don't have any information that I am requesting why they are referring to them?

  I would appreciate if you investigate this information and protect other customers from this nightmare.

  My last option will be to ask media to inform residents of ********** about this situation- I can't believe in ******* this may happen.

   

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

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had car accident 7/9/24 8:15 am in ************ and ********I called police made report file claim got rental went to tow co sign release so could get released did everything to expedite car to shop car fixable I pay additional for new parts claim adjuster 7/18/23 said car would get fix explained car accident at fault and told me not to worry today 7/19/24 shop called that ins wants to total loss my car !!! When they never called me I thought clear day before car was going to get fix. All I request paying extra for new parts come every month out of my policy

  Business response

  07/25/2024

  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 determined that Ms. ******* vehicle is a total loss. We are currently in the process of evaluating the vehicle in order to extend a total loss settlement offer to ****************. We look forward to working with her to resolve her claim.
  

  We regret our claim service has not met Ms. ******* expectations.We appreciate her business and value her as a customer. Should **************** have any additional questions regarding her claim, we encourage her to contact Claim Supervisor ******************************* at ************** or Claim Manager *************************** at **************.
  

  Sincerely,
  Farmers Insurance Exchange
  *****************************
  Senior Customer Relations Consultant
  Claims Customer Relations

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Regarding claim 5028741786-1_A2798476 for a loss incurred on 03/02/2024, I used the Farmers Insurance app to photograph both places the vehicle was damaged, the left side door and the right rear bumper. Their claim document lists the point of impact as the left side but they now will only cover the right rear bumper damage, which is by far the least expensive.

  Business response

  07/19/2024

  Thank you for being a Farmers 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 for further review.

*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. ↩