Business Profile

Insurance Companies

Country Financial

Headquarters

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Complaints

This profile includes complaints for Country Financial's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

99 total complaints in the last 3 years.
28 complaints closed in the last 12 months.

If you've experienced an issue

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:04/28/2025
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Complaint is for the following Insurance Claim Underpayment Country Financial refuses to pay for the total extension for additional temporary housing while my house was being repaired. Their explanation, according to Manager **** ******, is that the company won’t pay because I could not find a contractor who would begin the work before the insurance check cleared, which took about a month. The explanation is unacceptable. The date of loss was February 18, 2025, the remediation, and construction repairs, were not completed until April 22, 2025 therefore, my temporary housing should be covered for this entire period. I provided receipts for temporary housing, which Country Financial adjuster, ***** ******** advised the company would reimburse me for however, they failed to do so for the extension from March 21, 2025 to April 21, 2025 They only paid $6441.93 for an additional 35 days at $300 per day plus fees and taxes, which should have been $9000 plus taxes and fees. The company paid out previously $8,053 for temporary housing dates: February 27, 2025, to March 21, 2025. It should be noted the additional living expense amount coverage provided by my policy is $57,162 which my temporary housing falls well within that amount. 3. The company refuses to pay for both the recoating and screening of my hardwood floors, which was a finish that was done to my hardwood floors, last April 2024 totaling $1282.50 and they refuse to pay to replace a damaged sink for $474.23.
Business Response
Date: 04/29/2025
Thank you for bringing this to our attention. We will contact the complainant and address her concerns.
Customer Answer
Date: 05/05/2025
Better Business Bureau:

I have spoken to both my adjuster, ***** ********, and his manager, **** ******, and the matter has been resolved to my satisfaction in response to complaint ID ********. Thank you very much for your assistance in this matter.
****** ***
Initial Complaint
Date:04/16/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
It took weeks to get my son added to our car insurance. They had given me misinformation and gave me the runaround. They kept insisting thatmy daughter was still on our policy and still had our address on her drivers license when that wasn’t the case at all, my daughter had own insurance and her own address as she no longer lives at home and they were adamant that that was not the case I submitted proof. And there was zero accountability and zero apologies given my son still is not properly added to our insurance with his full name. I am not sure why this is taking so long or why I receive such a difficult experience.
Business Response
Date: 04/24/2025
We have attempted to contact the complainant regarding this issue.
Initial Complaint
Date:04/14/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Unresponsive Claim Handling and Delayed Liability Determination for clear rear-end collision On 04/05/2025, my new (less than 2 weeks old) 2025 tesla model y was read ended on a highway by a driver insured by Country Financial. The accident was clearly not my fault, yet as of today, the insurance company has not accepted the liability citing they are investigating. I have attempted to follow up with the claim adjuster ******* ******** multiple times via phone. And, she has not responded any of my calls, she has straight disconnected my calls and never responded to my voicemail. Neither has she asked me for any additional information from my end. I have been left out without approval to begin repairs at a tesla certified facility and no direction on what are the next steps. This is unacceptable, given that it was straightforward read end collision, and my vehicle is brand new. I am filing this complaint to formally document the lack of professionalism, urgency, and customer service in handling of this claim. I am seeking prompt acceptance of liability, approval to begin repairs at tesla certified shop, rental coverage, and proper processing of Diminished value claim. I would appreciate BBB's assistance in holding Country Financial accountable for their responsibilities in this matter. Claim number - **********
Business Response
Date: 04/16/2025
April 16, 2025

****** ******** ****** **** * ********** ******* ** *****

Re: ID Number: ********

To Whom It May Concern:

Thank you for bringing this issue to our attention. Please be advised we will work directly with the complainant to address their concerns.

Sincerely,
COUNTRY Financial®
Bloomington, IL

**** *****
Executive Client Relations
Customer Answer
Date: 04/21/2025
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.
Initial Complaint
Date:03/10/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a customer for many years and has always been very happy. I had a agent that recently retire. Since he retire everything has went down hills as far dealing with a agent. The company has assigned a agent that I didn't want. I had to borrow money against my whole life policy. I wanted to pay the loan off. I have spoke with a ******* and has for a manager and keep getting hung up on. I also talk with *** and still no help. They keep telling me the company must assigned me a agent and I keep getting it pass around while the loan I am trying to pay-off is costing me interest payment.
Business Response
Date: 03/11/2025
Thank you for March 11, 2025, notification in the matter of case number ********. Please be advised we are working directly with the complainant to address their concerns.

***** *****
Country Financial
Bloomington IL 61701
Initial Complaint
Date:03/05/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Customer service from agent **** ******* was atrocious. First, he had my 22-year old son as the named party on an investment property. He had no ownership interest in the building. I advised agent **** ******* of this discrepancy at least a half dozen times but he never fixed the error. Mr. ********* client service included: (1) listing a party with no ownership on a property (above), (2) removing my ex-wife from the auto policy by declaring her deceased, (3) listing my fiancé on the auto policy twice rather than fix her birthdate, and (4) not updating the credit card on file as promised. The last snafu resulted in the homeowner policy lapsing and a higher premium upon restatement. Apparently, I was also paying for insurance on my ex-wife's car for a period of time even though she long ago got her own insurance. I hope that Country will fix the premium given the severe customer service lapses of Mr. *******. I take some responsibility for not checking policy documents and payment status. With that said, I am certain that I could identify another insurance carrier with similar pricing that stands by its customers to resolve horrible service. Please advise whether this matter can be resolved.
Business Response
Date: 03/14/2025
Hello, Please see the attached response. Thanks!
Thank you for bringing this issue to our attention. Please be advised we will work directly
with the complainant to address their concerns.
Initial Complaint
Date:01/31/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I called country financial on January 31st at 11:21 to get an auto insurance quote because the internet referred me. When I called I talked to a **** **** who was first acting like a pushing salesman telling me I prefer something higher than what your insurance I already have. I told him I wanted to compare to my current insurance and every time he suggest a higher deductible or liability limits. Then he kept pulling up accidents from my daughter that don't even live here. My daughter used to be insured through them while staying with her boyfriend and was hit by a tractor trailer. I told him my daughter doesn't live here but the quote said different. My other daughter had an accident and has her own home and insurance and he added her to quote anyway after I told him that she doesn't reside with me. Me and my husband are 50 plus no accidents or claims in years. He gave me a 1332.00 quote said it was high because using roadside service. We mainly use our ***. Couldn't explain why his quote is 1100.00 more than everyone else I called. He's using my daughter accident against us and doesn't reside at my address. Please clarify because there's no way. I tried calling corporate they transferred me to a ***** guy who tried to send my back to problem **** ****.
Business Response
Date: 02/04/2025
Thank you for the February 3rd, 2025, notification in the matter of case number ********. Please be advised we are working directly with the complainant to address their concerns.

Sincerely,
***** *****
Executive Client Relations
COUNTRY Financial®
Bloomington, IL
Customer Answer
Date: 02/05/2025
I am rejecting this response because:

This is not a resolution to the matter. Although the company is addressing the issue, I would like the outcome and then a apology. I would also like a thorough non bias quote ran again with the correct information given to the representative for me and my spouse. Thank you.
Business Response
Date: 02/06/2025
Please be advised we are working directly with the complainant to address their concerns.

Sincerely,
COUNTRY Financial®
Bloomington, IL
***** *****
Initial Complaint
Date:01/30/2025
Type:Customer Service Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The adjuster for this claim had us wait months for an engineer to evaluate structural concerns and made no attempts to find us a sooner date. Of course by the time the engineer they send out comes to see the house, a lot of the damage showing structural damage have been repaired because it’s not like everything could be put on pause while we wait nor did the adjuster ever ask us to. The very least I would have expected our adjuster to have given him interior pictures showing some of the structural damage to ceilings and cracks in various areas particularly the living room since our concerns involved the chimney and the front brick facade. This wasn’t done. Instead the engineer provides in his report that there’s no damage to the interior walls by the brick facade or chimney. Which tells me a full picture was not provided to the engineer. The damage to the front brick facade was only directly below where the tree fell and there’s no damage anywhere else along the whole front so it doesn’t take a genius to see this damage was from the tree particularly when it’s buckling only in a small area directly below. I asked the adjuster why he didn’t share interior photos with the engineer and all he could tell me was he did his best and that I can hire my own engineer.
Business Response
Date: 02/04/2025
We will reach out to the complainant to discuss the issue with them directly.
Customer Answer
Date: 02/04/2025
I am rejecting this response because:

I haven’t been offered a solution to the issue. Just that they will look into it and provide a response.
Customer Answer
Date: 02/04/2025
They responded to me but only said they would look into it and provide a response but no indication as to when.
Customer Answer
Date: 02/11/2025
I’ve received no correspondence from ********* from Country Financial even though I’ve responded to her email.
Business Response
Date: 02/12/2025
We have been in touch with the complainant regarding this issue.
Customer Answer
Date: 02/12/2025
I am rejecting this response because:

********* simply keeps stating that their formal response will be to the ********** ** *********. No explanation of how long that will be. They are simply trying to close this without providing any kind of resolution.
Initial Complaint
Date:01/26/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I recently bought my first home in Burnsville, Minnesota through first time home buyers program. Not long after there were some strong storms and high winds that caused some damage to my roof. There has been water intrusion from the roof that has caused some of my floor and walls to mold and decay. I have 2 children under the age of 5 and one has asthma which has WORSENED since this happened. She has been hospitalized twice due to asthma attacks that occur while sleeping. I have reached out to the company since June of 2024 with the company first saying I didn't have insurance. After some back and forth between my mortgage lender and the insurance company they agreed to "re-instate". I have been paying my mortgage and bills on time so there is no reason why it should of been not active in the first place. Due to being under first time home buyers program the insurance is paid when the mortgage is paid. After the insurance company agreed to reinstate, we had a few communications on when it will be done that was in the fall and I have not heard back from them since. I need my roof, flooring, and walls replaced now where it is rotted out.
Business Response
Date: 01/27/2025
To Whom It May Concern,

Thank you for the January 27th, 2025 notification in the matter of case number ********. Please be advised we are working directly with the complainant to address their concerns.
Thank you,
COUNTRY Financial
Bloomington, IL 61701
Executive Client Relations Specialist
***** *****
Customer Answer
Date: 01/27/2025
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.
Initial Complaint
Date:01/13/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I called Country Financial to discontinue my insurance bundle with them because I've accepted a bundle from ***** ****. Country Financial continue from November the 5th the date of my cancellation of the service but they continue and kept my homeowners insurance and only canceled the car insurance. ***** **** contacted me letting me know that they could not start the policy because I still had Country Financial as my homeowners insurance. I called my mortgage company and we both was on the phone with Country Financial. Country Financial told me that I told them to cancel my cars which is untrue I called and canceled the bundle insurance Country Financial then told me that I will receive a refund and they will only go back 14 days. Which would leave me holding over $1,821.26 owed to my escrow account. The mortgage company told them that they've been paid for six and I don't understand if they've been paid how is it that I owe $1,821.26 out of pocket. And I clearly canceled my policy November the 5th 2024. ***** **** and ******** Bank is in agreement with myself as far as this being unfair practice.
Business Response
Date: 01/14/2025
January 14, 2025

****** ******** ****** **** * ********** ******* ** *****

Re: ID Number: ********

To Whom It May Concern:

Thank you for bringing this issue to our attention. Please be advised we will work directly with the complainant to address their concerns.

Sincerely,
COUNTRY Financial®
Bloomington, IL

****** ****
Executive Client Relations
Customer Answer
Date: 01/21/2025
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.
Customer Answer
Date: 01/21/2025
I received a Gmail from Country Financial on 1-14-2025 saying that they would refund me backdated to the day I canceled my policy. 11-5-2024. I'm satisfied with their decision on making me whole.
Initial Complaint
Date:01/03/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I HAVE PAID FOR LIFE INSURANCE FROM COUNTRY FINANCIAL FOR OVER 20 YEARS. DUE TO THE MAIL DELIVERY PROBLEMS IN GA AND HURRICANE HELENE, I HAVE NOT RECEIVED MY MAIL. I HAVE CALLED THE MAIN COMPANY SEVERAL TIMES AND ASKED FOR ALL MY ACCOUNTS TO BE ONLINE;YET, THEY HAVE FAILED TO PROVIDE THE CORRECT INFO ONLINE. THEY HAVE NOT CANCELED MY LIFE INS. WHICH I HAVE ALOT OF MONEY INVESTED IN OVER A LONG TIME. I HAVE CALLED THEIR CUSTOMER SERVICE AND CANNOT GET A RESOLUTION. PLEASE HELP
Business Response
Date: 01/13/2025
Please see attached document.
Please be advised we will work directly with the complainant to address their concerns.

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Country Financial is NOT a BBB Accredited Business.