ComplaintsforKemper

• Initial Complaint

  09/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a 6 month car insurance policy with Kemper on June 10, 2024 got quoted a monthly payment of $106.44 a month for 6 months. I enrolled in autopay so that I would not miss a payment. On July 5, 2024 my debit card was charged $182.07 for my monthly payment. I called the insurance company the next day July 6, 2024 to ask why I was charged a different amount for my monthly payment was told that my insurance policy had been adjusted by Kemper that there was an increase on my monthly payment compared to what I was originally quoted on. I was never notified about this change until after my first monthly payment. I requested to cancel that policy over the phone that same day. The representative on the phone emailed me a document that was a request to cancel the policy I signed the document and was told by the representative on the phone that I would get a refund for that monthly payment of $182.07 by check in the mail in two weeks. The two weeks passed and I never received a check in the mail. I called Kemper and a representative told me it takes one month for me to receive that refund check in the mail. I waited the month and never received a check. I called Kemper once again and was told by another representative that my refund check was mailed out and that it should arrive within the next few days. I waited another 7 days and nothing. I called Kemper once again and was told by a representative that my refund check was mailed on August 6, 2024 and that I should receive it within 7 business days. I waited those 7 business days and still did not receive anything. I called Kemper again another representative told me the same thing that a refund check was mailed to me on August 6 and that she was not sure why I had not received it yet. The representative told me to wait another 7 days that if I had not received the check by then to give them a call once again. It is ridiculous that today is September 1, 2024 and I have not received my refund check from Kemper.

  

  Business response

  09/06/2024

  Good afternoon,

  Please see our attached response for file 22226913.

  Please advise if further assistance is needed.

  Thanks,

  Regulatory Administration
  *************************************************************************
  ************
  ***************************************************************

  Customer response

  09/12/2024

   
  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

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For the past two months, I have made numerous attempts to contact my assigned adjuster, *******************************, regarding my claim. Despite my persistent efforts, she has completely ignored my communications and failed to take any action to resolve my issue. This level of neglect is unacceptable.Kemper Auto's disregard for its customers is evident in this situation. The lack of response and failure to address my claim have caused significant frustration and inconvenience. This has been the worst insurance experience I have ever encountered, and I strongly advise others to avoid this company based on my experience.I demand an immediate and thorough review of my claim and expect a prompt resolution in line with my policys terms. Additionally, I require an explanation for the inadequate service and a formal apology for the undue stress and inconvenience caused.Attached are [copies of relevant documents, such as policy details, claim forms, and correspondence] to support my complaint.I trust the BBB will address this issue with the urgency it deserves. I appreciate your prompt attention to this matter.

  

  Business response

  09/03/2024

  Attached, please find the submitted response letter for this complaint.

• Initial Complaint

  08/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  July 29, 2024, I was rear ended by their client who admitted fault. My car has to go into the shop, and I need a rental car, and they are trying to get out of paying for my rental car.When the claims adjuster *********************** first contacted me about the accident, his questions to me made it clear that he was trying to find fault with me. Before we ended this initial call, ****** asked me did I understand everything. I said that I understood that his goal is not to pay, and his response was unfortunately, this is true. This statement has categorized his communication with me, and under no circumstances should I have to pay for my own rental car when their client has admitted fault.

  

  Business response

  08/29/2024

  Attached, please find the submitted response letter for this complaint.
  
  

  Customer response

  08/29/2024

  Better Business Bureau:
  
  This issue has been resolved.

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

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Filed a claim June 24th, it is now August 16th. No one reached out unless I reach out first, initial agents were very rude and unhelpful. I have to do the adjusters job and physically go get police reports. All I get is attitude from the agents when I call for updates. No one seems interested in actually helping me get my car fixed thats been not drivable for almost two months. I have never had to wait on an insurance claim this long in my entire life. Beyond ridiculous and **** poor customer service. I tried to turn in both reports the initial day and the agent over the phone absolutely would not take any documents I wanted to turn in and gave me an extremely hard time. I have a small child and have been without a car that Ive paid the insurance on for coverage before the date of the claim. Unacceptable.

  

  Business response

  08/28/2024

  Good afternoon,

  Please see our attached response for file 22151243.

  Please advise if further assistance is needed.

  Thanks,

  Regulatory Administration 
  *************************;
  ********************
  **************
  ***************************************************************

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 10, 2024, at 16:50, we were rear ended by ******************* in ********, **. He was driving a 2015 M Benz Sprinter when he hit our car, 2018 ****** Outback. We exchanged insurance, took pictures and we left.Mr. Chans insurance is Kemper Auto Commercial, policy number ***********, expiration 03/03/2025. Our insurance is through GEICO and we filed a claim that same day, claim number ****************. Our out-of-pocket cost for the repair was $500, the amount of our car insurance deductible. On July 15, 2024, we received a voicemail from *************************, Property Damage Adjuster with Kemper, asking for a call back. I called him back that same day at 13:43 at the number he provided, ************************, and left a voicemail for him to call me back. Between July 16, 2024, and August 2, 2024, we rented two cars through ****** Travel, **** Rental Company and Enterprise, totaling $745.50. I have reached out to ****************** and Kemper Commercial on seven different occasions between July 15, 2024 and August 06, 2024. Not once have they responded to my emails or voicemail. I even called the number provided on one of their letters I received initially and it was a fax number. On July 19, 2024, we received a voicemail from GEICO Claims, stating that we were zero at fault for the accident and that the other driver was at 100% fault for the accident. The four letters that I received from Kemper state that their goal is to provide exceptional service. This experience has been anything but. It has been highly frustrating and unprofessional. The lack of communication and acknowledgment is really concerning. I asked for reimbursement of $500 for our deductible, $745.50 for the car rentals and $907.50 for pain and suffering, out of pocket expenses and hours spent on this claim, based on our hourly salary rates. Total amount of $2153.00 was requested from Kemper as a payment to us. Attached documents support our claim for the refund.

  

  Business response

  08/20/2024

  Please see the attached response to file ********.

  

  Business response

  08/21/2024

  Good afternoon,

  Please see our response letter. The document in question was uploaded in error. 

  We apologize for the confusion. 

  Please let us know if you have any questions. 

  Thanks,

  Regulatory Administration
  *****************************************************************
  ************
  ***************************************************************

  Customer response

  08/27/2024

   
  Complaint: 22114295
  
  I am rejecting this response because: Before I get into the rejection of the businesss explanation, I would like to address the untruths in the letter provided by Kempers ************************* dated August 20, 2024.
  They state that, by August 20th, 2024, they have not received a response from me. The emails I sent, the phone calls I made to ************************* with Kemper and returned phone calls over the weeks since the accident are ignored for some reason. As my attached documents in the initial complaint prove, I have made more than a required number of attempts to contact and respond to Kemper. Even the email that was sent to me on August 19th,2024, is a response from ****************** to my emails! The emails were obviously received by him as well as ******************************* and ******************************************* (please see attached). ****************** did not start a new email thread but responded to the various emails I sent to him. I responded to ****************** on the 19th and I also called him on Friday, August 23, 2024, but got no response to that email or call.
  I would like to add that this speaks volumes to how they have handled this claim so far. Even their initial response to me and BBB was a response to someone elses claim!
  I am partially rejecting their response when it comes to reimbursement. It is true that I have received the deductible from my insurance, GEICO, and ****************** offered reimbursement for my rental vehicles,which I accepted. I even provided my home address in my email response to him on the 19th as well as the voicemail I left him on the 23rd.The address information was in response to his email request. I am still waiting for that check in the amount of $745.50.
  I believe everyones time valuable. Currently, I am not including the additional time spent on this response. I spent a lot of time working on this issue and I am still asking reimbursement of $907.50 for this.This check can also be mailed to the same address which I can provide here if needed. 
  
  Sincerely,
  
  *****************************

  

  Business response

  09/04/2024

  Attached, please find the submitted follow-up response letter for this complaint.

  Customer response

  09/11/2024

   
  Better Business Bureau:
  
  I have come to an agreement with the business. I still disagree with their responses since they really never addressed my complaint. Their customer service lacks customer service and I really hope that I do not have to deal with Kemper ever again. Had they been more responsive, truthful and diligent, the complaint with BBB and CA Department of Insurance could have been avoided. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  3/2024 I called infinity to get insured and was insured by Bristol West. 6/2024 my policy went up an additional $900 due to my driving record being changed from good drive to not a good driver because I didn't provide proof of having a good record. I knew there was no such clean record that existed. However, my insurance underwriter marked me in March as having a good record and therefore I was to provide that record. Newsflash, I knew no such record existed (***** why I'm seeking new insurance ) and had no intention of providing said information and so I don't understand why that was written into my policy. I would have rather been told my true policy rate and shipped elsewhere! The sales **** *********************************, just wanted to make a sale. They are trying to stick it to me and put this delinquency on me when in fact, it's theirs. I'm fighting to not have the now $1249 bill (roughly $900+380 original payment) owed on my credit. Also, I canceled the policy one day before this payment was due 6/13/24, so the monthly rate too should be erased and I should have only been charged a cancellation fee.

  

  Business response

  08/12/2024

  Please see the attached response for file ********.

  Customer response

  08/13/2024

   
  Complaint: 22049505
  
  I am rejecting this response because:
  

  Unfortunately, this letter response and it's references my current policy with Kemper and totally disregards my previous one with Bristol West, for the policy number I attached a reference document for.  Both policies underwritten by Infinity. Please review the correct policy for G01 ******* 00

  Infinity is supposed to be doing a call review to determine whether or not their *** asked me about qualifying for the good driver discount or not. Which she didn't. It has now been more than fifteen business days when they initially told me it would take 3-5 business days to review. 

  
  I am already being contacted by a collections agency regarding this matter. Infinity has failed to review the call this far and right the assumption or lack of thorough quoting of their employee. Review the call. Confirm that the *** didn't ask about any "good driver" discounts and that she herself opted into it and by doing so failed to give me a viable quote and monthly rate. 

  Sincerely,
  
  ******** P

  

  Business response

  08/22/2024

  Attached, please find the submitted follow-up response letter for this complaint.

  Customer response

  08/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and would like to inform the parties that this matter has been taken care of by Farmers Insurance. Thank you for finally reviewing my case as I'm sure it wouldn't have happened had I not reached out to BBB. 

  If there is a balance, which I don't show, please send me a bill in the mail. 

   

  ******** Pinkney 

   

  
  Sincerely,
  
  ******** P

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a medical claim with Kemper Insurance/Infinity. Their driver hit me. I have an accident report from Waco PD stating *********************** was at fault & received numerous citations. ************************* who is handling my claim will not return my calls. The accident occurred April 30.

  

  Business response

  08/05/2024

  Attached, please find the submitted response letter for this complaint.

  Customer response

  08/06/2024

   
  Complaint: 22034584
  
  I am rejecting this response because:  The dates and times are inaccurate.  They have not been fair.  I have emailed adjuster a fair offer that I will accept before getting my legal team involved. 
  
  Sincerely,
  
  ***********************

  

  Business response

  08/12/2024

  Please see the attached response for file ********.

  Customer response

  08/13/2024

   
  Complaint: 22034584
  
  I am rejecting this response because:

  The settlement offered should be more.  They are are trying to get out of paying what their driver caused.  I have sent all medical documents to them. 

  They need to pay up or My attorney will be involved. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company sent my final bill to collections automatically. They stated the reason may have been because I didnt have insurance coverage through another company at that time. They requested I send proof which I did and I will attach emails of proof below. I have tried disputing and contacting them repeatedly but *** had no success. I canceled my coverage with them and changed to Allstate. Upon receiving my final bill I noticed it was already sent to collections. I was not allowed any time to pay the balance before it was sent to collections. This has hindered me in many ways, from not being able to apply to business funding to not being able to quantify for credit that I needed.

  

  Business response

  07/10/2024

  Thank you for contacting our office regarding this concern. Upon further review, it has been determined that this complaint is regarding Kemper Infinity Insurance.  We respectfully request that this be forwarded to Kemper Infinity Insurance for a response. This will be the final response.

  

  Business response

  08/02/2024

  Attached, please find the submitted response letter for this complaint.

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint regarding the handling of my insurance claim filed on July 2, 2024. On this date, my vehicle was rear-ended by a white *** 328i while it was stopped, resulting in significant damages and injuries.Following the incident, I was provided with the insurance details of the responsible party, which is under the companys coverage or infinity insurance company and after calling multiple times, doing research, it turns out to be Kemper. I promptly contacted your company and filed a claim through your website. However, I am deeply dissatisfied with the subsequent handling of my case for the following reasons:Lack of Communication-Despite my efforts to follow up, I have not received any form of communication from your company via text or email since I filed the claim. This complete lack of response is unacceptable and has left me in a state of uncertainty regarding the status of my claim.*Non-Functional Contact Number-The phone number provided for customer service did not work and did not offer any information regarding office hours. This further hindered my ability to obtain assistance and updates on my claim.Misleading Insurance Information-The insurance details provided by the responsible party have been misleading and have caused undue stress and inconvenience.As an insurance company, it is their responsibility to provide timely and effective communication and support to your clients, especially in times of distress following an accident. The current situation is far from acceptable and reflects poorly on the companys commitment to customer service.I request an immediate review and resolution of my claim. Please provide me with a detailed update on the status of my claim and the steps being taken to expedite the process. Additionally, I expect to receive proper communication channels for future correspondence.Thank you for your prompt attention to this matter. I look forward to your immediate response and resolution.

  

  Business response

  07/19/2024

  Attached, please find the submitted response letter for this complaint.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Kemper is my current homeowner's insurance carrier. They notified me that they would not be renewing my policy after 6/29/2024 because they are no longer doing business in **. In the process of searching for a new insurance carrier, I was asked to provide a Letter of Experience from Kemper. I requested the Letter of Experience from Kemper and was provided a document with incorrect information (attached). There was NO amount ever paid out to me, contrary to what is indicated on the letter. I called as well as emailed Kemper, and was told that I needed to address this directly with the adjuster assigned to the claim. I have tried contacting that adjuster but his email bounced back. I tried reaching Kemper for further assistance but no one is getting back to me (see emails attached). I need to have the letter corrected to state ZERO because no amount was ever paid out to me for any claim.

  

  Business response

  06/21/2024

  Hello,

  Please see our attached response and Letter of Experience.

  Please advise if further assistance is needed. 

  Thanks,

  Regulatory Administration
  **************
  *******************
  ************
  ***************************************************************
  

  Customer response

  06/24/2024

   
  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,
  
  ***********************

*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. ↩