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Business Profile

Insurance Services Office

Pioneer State Mutual Insurance Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Insurance Services Office.

Complaints

Customer Complaints Summary

  • 8 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/02/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 am not able to contact my home/car insurance company after submitting a claim for water damage at my home. We have tried calling many times and they are not returning our phone calls. We found water damage in mid February, 2024 where there is black mold and a non functional furnace (it was working before) and have not heard back on any details for coverage. They asked for electric and gas statements in March but they have not gotten back to us since then. We have called about 1-2 times a week asking to be contacted but they have not returned our calls.

    Business Response

    Date: 05/03/2024

    Thank you for contacting us through the Better Business Bureau. Unfortunately we cannot confirm the identity of those who submit information through the BBB website. To protect the privacy of our insureds we cannot respond through the BBB with any detailed information.

     I will forward your complaint to the Adjuster on your claim and ask that they contact you in the next 2 business days at the number we have on file for you. You may also reach your adjuster by calling our office at ************ and providing the receptionist with your information or calling your adjuster directly. If email is easier you can email us. Our office closes at 1:30pm today. 

    Thank you, 

    Pioneer State Mutual Insurance Company

    Customer Answer

    Date: 05/03/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

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

  • Initial Complaint

    Date:12/16/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Last September I made a complaint of roof damage due to tree limb that fell. Adjustor came out, then sent their engineer out .. who told me it was too dangerous to walk on or under it . The tree limb knocked the porch off the house about 3 inches. They said because the roof leaked it was not well maintained, BUT IT STILL WAS ATTACHED TO THE HOUSE. They refused the claim. I have estimates of ****** or more to tear it off and replace. Now I am 62 years old and looking at a remortgage to cover this. This is the first claim I have had on this house in the 23 years I have lived here. I have PTSD about this falling off the house, crushing someone . They do not care.

    Business Response

    Date: 12/18/2023

    ****************, 


    Thank you for contacting Pioneer State Mutual through the Better Business Bureau. 

    Your privacy is important to us. Due to privacy concerns we cannot address specific Claims issues through a third-party that does not allow us to verify your identity. Please contact your Independent Agent or Claims Adjuster to better understand decisions that were made about your claim.  

    Sincerely,
    Pioneer State Mutual Insurance Company

    Business Response

    Date: 01/16/2024

    Good afternoon ****************,

    Thank you for contacting Pioneer State Mutual through the Better Business Bureau.

    As previously indicated, we cannot address your claim through the BBB website. Your privacy is important to us. Due to privacy concerns we cannot address specific Claims issues through a third-party that does not allow us to verify your identity. Please contact your Independent Agent or Claims Adjuster to better understand decisions that were made about your claim.

    If you don't have your Adjuster's information anymore, you can contact us at ************ and the receptionist can get you to the correct person to address any issues you are having. 

    Sincerely,
    Pioneer State Mutual Insurance Company

  • Initial Complaint

    Date:10/18/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Claim filed 9 September 2023. Currently (18 October 2023) no action ensued by entity.

    Business Response

    Date: 10/18/2023

    Thank you for contacting Pioneer State Mutual through the Better Business Bureau. Due to privacy concerns we cannot address specific Claims matters through third party websites like the BBB . Please contact your Adjuster directly by phone or email to discuss your claim and anything we may need from you to resolve it. If you no longer have your Adjuster's information you can call us at at ************ and we will get you to the right person. Having your policy number or claim number will help. Thank you for doing business with Pioneer State Mutual. 

    Customer Answer

    Date: 10/18/2023

    [A default letter is provided here which indicates your rejection of the business's response. 

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:

    patron payed for service, service is/was not provided.

    Regards,

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

  • Initial Complaint

    Date:09/08/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 filed a claim under our homeowners insurance policy on June 27, 2023 for hail damage to our roof from a storm on July 23, 2022. 19 other homes in our neighborhood have had their roofs replaced through their insurance since that storm due to hail damage. After filing the claim UP Adjusting came out to inspect the roof and provide a report of their findings to Pioneer. Their assessment was that there was no hail damage. I asked for that decision to be reconsidered so Pioneer hired ********* Engineering to do an assessment based on the report from UP Adjusting. I also provided a number of pictures taken by ************* that showed evidence of hail damage. Pioneer did not give ********* Engineering accurate information and said the hail occurred on June 27, 2023, so when ********* looked into hail reports they did not find any hail events on that date. Pioneer also says that they do not see any hail claims in our area for that timeframe. How can that be when at least 19 of my neighbors filed claims with their insurance and had their roofs replaced? My appeal was also denied and I was told the decision on the claim is final and no further consideration would be given.I asked Pioneer for the report from UP Adjusting so that I could review it. They denied my request. Being a policy holder I think I am *********** this report. Based on the number of homes in close proximity to our home and the evidence of hail damage to our roof that was verified by 4 roofing companies I feel our claim was valid and should have been paid for the cost for our roof to be replaced.

    Business Response

    Date: 09/12/2023

    Mr. *********, 

    Thank you for reaching out to Pioneer State Mutual through the BBB. Unfortunately, we cannot respond to specific claim complaints through the BBB. I invite you to please contact your Adjuster directly to discuss any issues with your claim. Your Agent and Claims Adjuster are your best sources of information for any issues that have arisen. 

    Again, thank you for reaching out to Pioneer State Mutual. We appreciate your feedback and invite you to contact your Adjuster or Agent directly to discuss your claim. 

    Sincerely,

    Pioneer State Mutual Ins Co

    Customer Answer

    Date: 09/13/2023

    [A default letter is provided here which indicates your rejection of the business's response. 

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:

    I have asked for this information from an agent at Pioneer and they were not willing to share the adjuster's report with me. 

    Regards,

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

Pioneer State Mutual Insurance Company is NOT a BBB Accredited Business.

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