ComplaintsforHastings Insurance Company

• Initial Complaint

  02/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Paid bill by phone for car insurance of ****** , on 1-17-2024 information was taken by customer service rep. ***** She completed the transaction with a confirmation number, so I assumed the payment was complete.On checking my bank account the charge was ****** I didn't know why the overcharge of 2.00?.So the end of January I received a threat of cancellation on insurance and later a bill of ******. for late charges.I contacted Hastings Mutual about this issue and they admitted to the 2.00 overcharge and in turn eliminated the total payment completely without my knowledge . After over 30 some years with this company they expressed no concern for their mistake. Please get their attention especially CSR **** This has now become a financial hardship on me.Thank you ******************* *****

  

  Business response

  02/16/2024

  On 1/17/24 the insured, ***********************, called and spoke with a Billing CSR.  A credit card payment in the amount of $138.82 was processed instead of $136.82.  In an attempt to correct for the $2 over payment, we requested that the payment be reversed.  Our intent was to reverse the payment and make a payment for the correct amount.  Instead, the payment was reversed and the insured was not charged for either amounts.  This was an oversight on our part.  On 1/24/24, a non-pay cancellation notice was sent to the customer giving the customer until 2/7/24 to remit payment.  On 2/8/24, ****** called the ************************ and we explained what transpired.  We reached out to the agency as well to explain the events.  The agent informed us that the customer was going to cancel her policy.  We explained the amount due is earned premium, $93.82 and we waived the $15 Late Fee.

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 30 2023, I was stopped at a stop sign when I was rear ended by a Hastings Mutual policyholder. The driver was apologetic and willing to exchange information. When calling to file a auto claim through Hastings mutual insurance, the first attempt I was rejected because I did not have the policyholder personal information such as street address, zip code etc.After the third attempt I was able to submit my claim for damages to my vehicle.It took *******, the claims adjuster 2 weeks to contact me for the first time. By this time I had already had my vehicle looked at by auto shop and sent the estimate via ****************************************************** I received confirmation back that document was submitted successfully.July 21st 2023. My vehicle is now no longer safe to drive. The claim has been accepted.I have to request a rental at this point, almost 2 MONTHS after the claim was accepted.I now have been ignored by the Supervisor ********************************* as well as the adjuster assigned to my claim *************************, who has been dishonest with me or withheld information and abruptly disconnected our call. Today is July 27th, I have yet to be offered a payout for damages to vehicle. I am a Surviving Spouse of a combat veteran with a small child to care for while grieving our loss. I just want this to be settled and closed with a fair amount offered.

  

  Business response

  08/01/2023

  This correspondence is in response to the complaint submitted by ***********************************, dated July 28, 2023. 
  
  Our information shows that the claim was received on June 5, 2023,and assigned to adjuster *************************. Contact with ******************** was made on June 7, 2023, and her statement was taken. We did not receive her shops estimate and photos of her damage until July 14, 2023. We provided ******************** a rental vehicle through Enterprise Rent-a-Car on July 21st, when we were alerted to her vehicle being unsafe to drive. Payment of this claim was completed on July 28, 2023. 

  Customer response

  08/01/2023

   
  Complaint: 20384853
  
  I am rejecting this response because:

  I have not been offered a settlement in writing or directly from a Hastings Mutual Claims representative.

  This claim has not been settled.

  No payment for loss, damages or repairs to my vehicle have been offered or received.

  The response from company is totally false. 
  If not, I request the company to produce such settlement documents. 
  Sincerely,
  
  ***********************************

  

  Business response

  08/06/2023

  We received Ms. ********* estimate from her shop of choice on July 14, 2023. On July 28, 2023, we completed our review of her estimate and made alterations pursuant to **** Revised Code *******. We issued a check conforming to the estimate on July 28, 2023, and mailed it the same day with a copy of her estimate. We have since been able to communicate our settlement with ********************* 
  
  ******************** should be receiving our initial settlement payment and estimate via ***** Any supplementary payments, if applicable, will be reviewed and settled in accordance with **** Statute. 

• Initial Complaint

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wanted to cancel the insurance policy for 2 months and they never called me back. Called them in February to cancel the policy they never called it took me calling for over a month to cancel. They never then actually canceled the policy and kept charging me for February and March. Just today I received a bill that they are charging me for ***** as well. When I called the agency, they are conveniently closed on Fridays. So I called the ***** number and lady would not help me. She told me I needed to work with my new insurance company to get ******* of Mutual policy cancelled. They have done nothing but cause issues and charge me more money for a policy that I wanted cancelled. I was with ******* Mutual for 6 years and that was the biggest mistake of my life! Not to mention that customer service was a joke! I want an answer and I want my money back!

  

  Business response

  05/02/2023

  We are writing in response to your letter dated April 21, 2023, and the complaint of *******************.
  
  The complaint surrounds an attempt to have the policy cancelled in February 2023 and subsequent refund of premium that followed. We sell our policies exclusively through independent agencies chosen by the insured. The agency is responsible for initiating policy changes.
  
  On 2/27/23, the *********************************** received a call from the insured and inquired into the need to make changes to their policy.  The ************************ Representative transferred the insured to their independent agency to start the policy change process because Hastings Mutual Insurance Company (HMIC) writes insurance policies utilizing the service of independent agencies. As mentioned, all policy issuances,changes, and cancels are initiated through our independent agencies. 
  
  On 3/17/23, the ************************ department received another call from the insured inquiring as to the status of the policy changes.  The ************************ Representative transferred the customer to their independent agency, as required. 
  
  On 4/4/23, the ************************ department received a call from the insured inquiring as to the status of the policy changes.  The ************************ Representative provided ************ with the agencys phone number. 
  
  On 4/5/23, the agent for the customer was in communication with our *********************** inquiring into the possibility of removing the property coverage but keeping the general liability.  The Underwriter explained to the agent that we would have to cancel the commercial package policy and rewrite to a general liability policy.  To get that started Hastings requested a signed policy release form. 
  
  On 4/14/************** provided Hastings with a signed policy release form to cancel the commercial package policy effective 4/6/23.  The cancellation request was processed on 4/17/23, cancelling the policy effective 4/6/23.  The cancellation request resulted in a change in total earned premium for the commercial package policy and a disbursement was issued to the customer. The disbursement date was updated to 4/25/23 as an act of good will for the customer.
  
  On 4/21/23, the ************************ department received a call from the insured inquiring into the status of the cancellation because they received another invoice.  The insured stated the policy was to be cancelled in February 2023.  We explained that the cancellation request was for 4/6/23. We offered to have them talk to their agency, but they have apparently chosen not to do so. .
  
  Thank you,
  
  *******************, AIS, AINS
  ************************ Manager
  Cc: ********************************, SVP General Counsel

  Customer response

  05/02/2023

   
  Complaint: 19967465
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

• Initial Complaint

  03/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 22, 2022, I filed a claim with my home owners insurance company, Hastings Mutual (Hastings, ******** *****). Damages occurred from accumulated snow, melting snow, and ice jams. Basement floors in bedroom, including family room were damaged due to flooding. Furthermore, attached carport to structure of home dropped approximately 2 inches due to excessive weight of snow accumulation. I was advised by my insurance claim adjuster to collect information concerning these damages. Service Pros and *********** Water Pros are the two companies contacted on February 22nd which both informed me there was no foundation damage. Shortly thereafter I reached out to Del, owner of Heights Construction, for estimate of repairs. Total estimate is $11,520 to repair all damages. This information was also shared with ******, insurance claim adjuster. ****** came to home and completed an inspection of the damages. Estimates and required paperwork has been submitted from our chosen contractor. As of current date, March 29th, 2022, there has been no forward movement to this claim and no work has begun. Our annual home owners insurance premiums are $1368 with $1000 deductible. Hastings Mutual has not resolved this issue nor provided any additional information. This incident took place approximately 6 weeks ago. This time elapse has caused mold to form underneath flooring and under laminate. This has begun to affect myself and my wife's health. Waking up each morning with headaches and allergic reactions. Additional worry of carport collapsing on vehicles due to not addressing this matter and simply because Hastings Mutual is not providing support to their customer nor resolving this problem. *********************************************, **********************, ******** PH #************** Account # ************ Sincerely,****** and *********************** PH # ************

  

  Business response

  04/06/2022

  The complainant submitted an insurance claim to our company.He reported water damage in his basement,  and also claimed that water, snow and ice caused damage where his carport connects to his house. We sent two adjusters to inspect the claimants home. They identified two areas of concern, one involving the carport and the other involving water entering the basement.

  
  At the time of the inspection, our adjuster did not see evidence of damage to the carport. The adjuster asked our insured to have a contractor inspect to see he could find damages. He contacted a building contractor who provided an estimate. On March 22, 2022, our adjuster requested photos of the damage he reported. We are still awaiting those photos.
  The water damage to the basement was caused by water entering the window well in the basement. This water intrusion is not related to the carport issue. Our adjuster explained to our insured that there is no insurance coverage for damage caused by surface water entering the home. This is a standard exclusion in homeowners insurance policies.

  
  Our plan was to follow up with the contractor to obtain his photos. Our insured provided us with photos today, April 5, with enough information for us to consider moving forward with payment for damages caused by the weight of ice and snow on the carport. We will be sending a coverage decision letter to our insured to provide a detailed explanation of why the policy does not cover damage in the basement caused by an intrusion of surface water. We did not prevent the insured from making repairs or from mitigating the water damage. 

  Customer response

  04/14/2022

   
  Complaint: 16957665
  
  I am rejecting this response because: 

  Dear *************************,
  
  I am contacting you to inform you that we are not satisfied with the resolution attempting to settle our insurance claim.  
  
  Initially, speaking with ***********************, Field Claims Representative for Hastings Mutual, for water damages, I was advised to have inspections of foundation.  ****** had informed me there was no coverage for foundation damage.  Service Pros and *********** both confirmed there was no foundation damage.  Homeowners Insurance policy clearly states in the agreement "We will provide the insurance described in the policy in return for the premium and compliance with "all" applicable provisions of this policy. 

  Section 1 - Perils Insured Against
  A. Coverage A - Dwelling and ****************** Structures
  B. Coverage C - Personal Property
  We insure for direct physical loss to the property described in Coverage C caused by any of the following perils unless the loss is excluded in Section 1
  11. Weight of Ice, Snow or Sleet
          This peril means weight of ice, snow or sleet which causes damage to property contained in a building.  (same incident caused damage to both areas of property/building)
  
  Thank you for your time and consideration in facilitating our request in fulfilling contractors estimate to complete all damages not just the damage done to the carport. 
  
  Any additional information, please feel free to reach out to me.
  
  Sincerely,
  
  
  ***************************
  Ph #************

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

  

  Business response

  04/22/2022

  On April 7, 2022, Hastings Mutual issued a check to the insured to pay for the damages to his carport.
  We do not debate coverage issues in this forum. However, the policy provides that we do not insure for loss caused by freezing, thawing,pressure or weight of water or ice, to a footing, foundation, bulkhead, wall,or any other structure or device that supports all or part of a building or other structure. We do not cover loss caused by mold, fungus or wet rot. The policy does not cover loss caused by water, including water below the surface of the ground, including water which exerts pressure on, or seeps, leaks or flows through a building, sidewalk, driveway, patio, foundation or other structure.
  We conducted our investigation, analyzed coverage, and paid for all covered damages within two months of the date of loss. We would have resolved this sooner but had to wait for the insureds contractor to inspect the property and submit a repair estimate.

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