Complaints

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:01/27/2025

  Type:Service or Repair 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.

  We have customers of ****************** for *** years. On 12/28/24, we experienced basement flood. Our carpet was completely soaked and we rented some equipment to help extract the water. After a couple days, the situation didn't improve, so we got our insurance company (and the reason for this complaint) Farm Bureau involved. We initiated a claim and they gave us a claim number along with several crucial details as we continued to ask questions and document the entire call. We were assigned an adjuster (******* ***** ************). We were also given the name of a concierge (********* ****** ************). It was on this same call that we were informed that a restoration company would be assigned to us (Versa Pro ************************** ************) that would help us remediate the water issue that we were currently experiencing, and that our adjuster (******* *****) would come out to our home on either Thursday or Friday. It was also on this call that we were assured that *********'s services would be at no out of pocket cost to us. Versa Pro showed up to begin their process, and the work stalled out after a few days. Our insurance adjuster never showed up to assess any of the damage or take any pictures. Any pictures they have in their record are ones that I took and sent to them imploring them to come out in person. When we received our check the amount was less than $1200 since over $1300 had gone to Versa Pro (for services that we were originally told would come at no cost to us). At this point, we had already spent money to have plumbers come out and assess our sump pump and snake our drains, along with having to figure out what materials to purchase to replace our floors and get them installed. It is our firm belief that Farm Bureau Insurance acted in bad faith, and they are a contributing factor as to why insurance companies have such a bad reputation.

  Business Response

  Date: 01/30/2025

  January 29, 2025
  
  Better Business Bureau
  Attn: Ms ***** *******
  **************************************************************************************
  
  RE: Claim Number:                HO-1001027730        
         Date of Loss:                   December 28, 2024               
  Company:                               Farm Bureau General Insurance Company of Michigan      
  Policy Type:                            Individual Homeowners                     
  State of Issue:                         Michigan                     
  
  Dear Ms ***** *******
  
  This letter is in response to your correspondence dated January 27, 2025. You are requesting information regarding the complaint filed by Mr ****** ******** Mr ******* also filed a complaint with the ******************************** (****). Below is the response that was sent to DIFS. **** has addressed the matter with Mr ********
  
  Mr ******* reported that water damaged his basement due to a drain in the floor backing up due to storm water intrusion.  Mr ******* has a Homeowners Policy with a limit of liability on the dwelling of $403,900. Water backup and sump overflow is limited to $2500. Replacement Cost Valuation, Special Perils Coverage Form with a $5000 deductible. The loss location is *************************************************
  
  The claim was reported by the insured on December 31, 2024. The claimed date of loss is December 28, 2024. Mr ******* stated on the initial call he found the drain and was removing water and the carpet. Insured noted water on the carpeted basement floor. Upon their own investigation they noted a drain in the floor, as stated in the complaint, that had been filled in with an epoxy substance during a prior repair. Insured admits they had a home inspection done prior to purchase and this drain was not noted in that report.Upon their own investigation they uncovered three drains that had been covered with the epoxy and the carpet.
  
  Insured requested assistance when they made the claim on December 31, 2024. At that time, they were then referred to *********************************, third party administrator. ******** in turn assigned the claim to VersaPro. ******** then called the insured and made arrangements to inspect the loss. At no time was the insured advised by Farm Bureau that there would be no out of pocket cost. All claims have a deductible applied to the loss amount.
  
  Insured stated that ******* ***** the assigned Farm Bureau Adjuster was to be at their home on Thursday January 2, 2025, or January 3, 2025. At no time was Mr ******* advised on the initial call that an adjuster would be at their home. At no time did ******* ***** make an appointment with the insured.He would not have given the insured a range of dates for the inspection.
  
  ******* ***** did contact *** ********, the plumber whom Mr ******* had been in contact with to assist with diagnosing the problem of water intrusion via the floor drain. *** ******** advised ******* ***** the loss was due to storm water backing up into the drains and basement. Based upon this information the loss would be limited to the policy limit of $2500 and no inspection would be necessary. The check for $1380.47 for the initial mitigation was issued to *************** Services Third Party Administrator for VersaPro. A check for $1119.53 was issued to Mr ******* and the file was closed. Total amount paid was $2500, policy limit.
  
  Mr ******* is requesting resolution to include fixing the underlying plumbing issue of the two covered drains and to cover the replacement cost of putting in a new floor. The policy of insurance is not a maintenance policy. This request cannot be honored based on policy language.
  
  Farm Bureau bases our decision making on the physical damage found at the loss location.
  
  Farm Bureau requested additional information from Mr ******* as he was disputing our findings. The insured has not submitted any documents to dispute findings of this investigation. Farm Bureau General Insurance Company maintains its position in this claim and the denial of additional payment for repairs/damage to the insureds property.
  
  If you have any further questions or require additional information, please contact me at *************
  
  
  Sincerely,
  
  Farm Bureau General Insurance Company of Michigan
  
  ****** *****, AIC
  ****** *****, AIC
  Property Claims Unit Supervisor

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22862049
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 01/31/2025

  The message in my complaint from ****** ***** was expected and its a complete lie. The concierge, as mentioned in my original complaint to you all, stated that ******* ***** would be at my house either that Thursday or that Friday. I still maintain that I acted in good faith and was lied to about ********** services. They didnt come at no out of pocket cost to me since the check that Farm Bureau issued me was minus the fees from Versa Pro. 

  Business Response

  Date: 02/10/2025

  
  February 10, 2025
  
  Better Business Bureau
  Attn: Ms ***** *******
  ****************************************************************************************
  
  RE: Claim Number:                        HO-1001027730        
         Date of Loss:                           December 28, 2024               
  Company:                               Farm Bureau General Insurance Company of Michigan     
  Policy Type:                            Individual Homeowners                     
  State of Issue:                         Michigan                     
  
  Dear Ms ***** *******
  
  This letter is in response to your correspondence dated February 3, 2025. You are requesting information regarding the complaint filed by Mr ****** *******. Mr ******* also filed a complaint with the ******************************** (****).
  
  Mr ******* reported that water damaged his basement due to a drain in the floor backing up due to storm water intrusion.  Mr ******* has a Homeowners Policy with a limit of liability on the dwelling of $403,900. Water backup and sump overflow is limited to $2500. Replacement Cost Valuation, Special Perils Coverage Form with a $5000 deductible. The loss location is *************************************************
  
  Mr ******* is indicating that the initial response was a complete lie. The concierge at ******** has absolutely nothing to do with setting appointments for Farm Bureau adjusters. At no time would the concierge advise the insured of a range of days for an adjuster to just show up at their home.
  
  We have reviewed the audio tape that was made when the claim was submitted, and no such promises were made for no out of pocket cost to me.
  
  On Friday, January 31 at 8:29 pm Mr ******* also left an extremely disparaging message on our voice mail. This behavior is not acceptable and unnecessary.
  
  Farm Bureau bases our decision making on the physical damage found at the loss location.
  
  If you have any further questions or require additional information, please contact me at ************.
  
  
  Sincerely,
  
  Farm Bureau General Insurance Company of Michigan
  
  ****** *****, AIC
  ****** *****, AIC
  Property Claims Unit Supervisor

  Business Response

  Date: 04/08/2025

  Hello, why are you saying that Farm Bureau has not responded to this complaint?  We responded to the 1st letter dated 1-27-25, on 1-30-25, and we responded to the 2nd letter dated 2-3-25, on 2-10-25.  

• Initial Complaint

  Date:09/19/2024

  Type:Order 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.

  To whom it may concern:I recently had a claim that was denied July/2024. During my investigation documentation was submitted to my attorney and verbally said to me by the adjustor handling my case ***** ********* that my utilities at the property Im staying at for temporary housing would be covered. Prior to my decision Ive made several attempts via email, text messages, voice messages, and also spoke with his manager to leave a message in regards to paying my Utilities Ive recieved several shut off notices. And Ive been having to pay out of pocket and that was not the agreement between my attorney nor me. I would like this matter addressed as your company gave me your word to make payments. There no way I should be having shut off notices nor paying out of pocket for something that was agreed upon

  Business Response

  Date: 09/27/2024

  Private & Confidential
  September 25, 2024
  Better Business Bureau of ******* and Eastern Michigan
  *********************
  *********************
  Attention: ***** *******
  RE: BBB Case Number: 22307628
  Complainant: ******** *****
  Our Claim Number: HO-1000927356
  Farm Bureau General Insurance Company
  Dear Ms. *************** ***** filed a complaint with the Better Business Bureau of ******* and Eastern Michigan on
  September *******. In turn, your office forwarded the inquiry to Farm Bureau General Insurance
  Company requesting a response to Ms. ****** complaint.
  After a review of the matter, it is the position of Farm Bureau General Insurance Company that since Ms.
  ***** is represented by an attorney and this claim has been denied, this matter is best not discussed or
  disputed on this public forum. We would respectfully suggest that she continue to seek the advice of her
  attorney. Should you have any questions, please call **************.
  Sincerely,
  FARM BUREAU GENERAL INSURANCE COMPANY
  ***** ********
  ***** ********
  *** Investigator

• Initial Complaint

  Date:06/25/2024

  Type:Product 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.

  Cancelled homeowners and auto insurance with Farm Bureau insurance in May 2024. Spoke to assistant, ******* who said I must speak with **********************, agent in order to cancel. Spoke via telephone to ****** who said policies would be cancelled. Had funds for cancelled auto policy electronically removed from my checked account on 6/18/24. Have tried numerous times with no avail to have funds returned to my account. ****** will not return my calls, ******* has told me there is no need to speak with him, she will handle it with billing. She does not "handle it with billing" nor is returning my calls. The electronic removal of $1650 resulted in my checked account being overdrawn and am owed that money also. I don't know how to proceed now.

  Customer Answer

  Date: 06/25/2024

  I received an email from ***************************** today at 9:31 am indicating that a check is being mailed out to me today.

  Hopefully this will be resolved although it doesn't mention an approximate date the check will come or verifying my address so at least I'm hopeful.

  Thanks,

  ****

   

   

• Initial Complaint

  Date:02/08/2024

  Type:Service or Repair 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.

  This is a complaint against Farm Bureau Insurance for failure to provide coverage for damages incurred at ************************, and details the timeline and delays. A complaint has been filed with **************** of Insurance.The ***** of ********* for ************************ feels the five-month turnaround time, which included three onsite visits from insurance adjustors, engineers and others representing Farm Bureaus interest, was a gross misuse of their fiduciary responsibility to their client. The claim was made the end of August 2023, they finally denied the claim at the end of January ****.Eleven units and four common hallways were affected by the August rainstorm. The ***************** (our HOA management **** met the first adjustor in September 2023, to inspect damages. A week later the adjustor told us he had to forward his findings to another adjustor and an engineer. In October 2023, the new adjustor and engineer, came to inspect. Then Farm Bureau went silent, other than to say the engineer was still looking into the claim. The ***** of ********* became concerned, and hired a public adjustor to represent their interests. Meetings were later cancelled between the public adjustor, insurance adjustor and engineer, and kept dragging on. Finally, the insurance adjustor went back to the buildings on January 12, ****, and a few days later, the public adjustor was fired. We informed Farm Bureau that ***************************** with the association management company was the new the point of contact and that he had until February 1st to make a decision. A few days letter the **************** received the claim denial. As a result of Farm Bureaus denial of claim, sizable water mitigation invoices have not been paid and all units that were affected now have a liens against them, in addition to needing repairs. Farm Bureau has not honored their responsibility to insure our building(s). This has been taxing on each affected owner, emotionally and financially.

  Business Response

  Date: 02/12/2024

  February 12, 2024
  
  
  Better Business Bureau
  Attn: *************************
  *****************************************************************************
  
  
  RE: Your File No.: 21266583                  
         Complainant: ******************************* (Island ****************************)                           Claim Number:  BO-1000892873                                  
         Date of Loss:  8/24/2023
         Company:  Farm Bureau General Insurance of Michigan                
         Policy Type: Guardian Policy                    
         State of Issue:   Michigan        
  
  
  Dear **************************:
  
  We acknowledge the complaint filed with the Better Business Bureau by ******************************* on behalf of our insured, Island *****************************
  
  Island **************************** also filed a complaint with the Department of Insurance and ********* Services. The complaint number associated with the Department of Insurance and ********* Services is 222446-001.
  
  As the Department of Insurance and ********* Services is the proper agency for reporting complaints involving insurance companies, we have responded to the complaint filed with them.
  
  
  Sincerely,
  *************************
  Farm Bureau General Insurance Company of Michigan
  *********************************
  Large Loss Property Claims Manager

• Initial Complaint

  Date:02/04/2024

  Type:Sales and Advertising 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.

  Had a house flood in January 2023. Our insurance company recommended a restoration company that further damaged our house and did not complete the repairs. We have had to hire other companies to complete the work and have paid out of pocket for this. My 23-month-old child has had construction in her home for half of her life and has now been experiencing developmental delays that now require professional intervention (speech therapy). Our entire family has experienced emotional and mental distress. The insurance company has refused to help and told us to get a lawyer. During an interaction on the phone, one employee made a racist comment to my husband, about how he wouldnt understand home owner insurance as he isnt from the US.

  Business Response

  Date: 02/05/2024

  We are unable to find ******************************* in our system.  Can you give us a policy number or the insured's spouse's name?

  Customer Answer

  Date: 02/06/2024

  Husbands name is 

  ************ 

  Address is ***********************************************

  Business Response

  Date: 03/04/2024

  The complainant ******************************* also submitted this complaint with the Department of Insurance and ********* Services (DIFS), file #********-001, and we have responded to this complaint through DIFS.

• Initial Complaint

  Date:01/16/2024

  Type:Service or Repair 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.

  On December 27 2023, went to farm bureau to get new policy for my truck. Got policy set up for monthly payment and paid my first installment. On January 5, **** they took full pay out of my checking account. I have been to there office three times given them the information they requested from the bank last Friday January 12, ****************************************************************************** the mail!!

  Business Response

  Date: 01/24/2024

  January 19, ****

  Department of Insurance and Financial Services
  C/O *************************, Analyst
  *************************************
  ************ 49546

  Re: ******** Services File Number: 21154167
  Client: ***********************
  Farm Bureau Billing Account Number: **********
  Personal Auto Policy Number: PA-11476780

  Dear *************************:

  We are in receipt of the complaint submitted to you by *********************** regarding her auto policy that she has with the Michigan Farm Bureau Family of Companies. We have prepared the following response for a better understanding of what transpired on the account.

  In the complaint, ***************** advises her auto policy was supposed to be billed under a monthly Electronic Funds Transfer (EFT) pay plan. However, on January 5th, we mistakenly withdrew the entire premium amount from her account, and she is seeking a refund.
  

  On December 27th, 2023, ********************* personal auto policy was established with the understanding that payments would occur monthly through EFT. However, an oversight on the part of her agent resulted in the policy being incorrectly bound with a full pay payment plan. Consequently, on January 5th, ****, an amount of $718.67 was withdrawn from ********************* account.
  

  Upon identifying this issue on January 8th, ****, the agents office promptly contacted customer service to correct the policy's payment plan to the intended EFT monthly option. On January 9th, ****, the agents office communicated again with customer service, specifically requesting a refund for the $718.67 deducted from ******************* account on January 5th, ****.
  

  On January 11th, ****, a disbursement check in the amount of $718.67 was issued to *****************. We extend our sincere apologies for any inconvenience this incident may have caused ******************
  

  I hope you find this information helpful. If I can be of further service, please contact me directly at ************** and I will be happy to assist you.
  

  Sincerely,
  ****************************************** Services Program Coordinator
  Farm Bureau General Insurance of Michigan
  Cc: ***********************, #****
  Policy File

• Initial Complaint

  Date:07/26/2023

  Type:Service or Repair 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.

  The car owned by me and was being used by my son, who is on the policy as an authorized driver, was involved in an accident. The car was parked when accident took place and no one else was in the car. The incident happened June 22nd 2023 and the claim was submitted immediately. The insurance is dragging its feet on the claim adjustment and not making a decision. We are bleeding money on rental car and claims office is not responding to my calls. Agent is *********************** and ************ is his phone number. When i call him he says the matter is in claims and claims is not helping. I need someone to intervene here. We pay all these premiums and when it is time to claim it, especially when we are not at fault at all, we don't get the help. I am sure this is a lot more law abiding society than what i am facing right now.

  Business Response

  Date: 08/01/2023

  July 31, 2023

  Better Business Bureau
  *************************************
  ************, ** 49546

  Attention: *************************
  RE: BBB Case Number: 20380181
  Complainant: ****** ****
  Our Claim Number: **-1000871223
  Our Policy Number: **-11065815
  Farm Bureau General Insurance Company

  Dear ******************:

  Mr. **** filed a complaint with the Better Business Bureau of Western Michigan on July 26, 2023.
  In turn, your office sent an inquiry to Farm Bureau General Insurance Company requesting a
  response to ************** complaint.
  After a review of the matter, ******************************************* was contacted on July 27th, 2023 and a
  total loss settlement was reached on this claim. We are currently awaiting title paperwork from
  Mr. **** to issue payment. Once the signed title, completed appointment of agent, and drivers
  license copy are received we will issue payment on this loss.
  Should you have any questions, please call ************.

  Sincerely,
  FARM BUREAU GENERAL INSURANCE COMPANY
  *******************
  DRP Team Manager

• Initial Complaint

  Date:01/23/2023

  Type:Service or Repair 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 was involved in a car accident on November 27th *****. A lady ran into the back of my car. She has Farm Bureau Insurance out of Michigan. Today is January 23rd and my car still remains at the tow yard. The lady that works for Farm Bureau has called me only twice since the accident happened and sent me an email. Once by phone she said that my car was going to be moved to a repair shop and the second time she told me the same thing. I have called the tow yard several times to see if anything has been done with my car and today when I called they told me that they have not heard anything from the insurance company and that I am the only one that has called them in regards to my car. This happened almost 2 full months ago. In the email that was sent to me was a copy of the adjusters appraisal. My car is blue and on this appraisal it is listed as black. I am not even sure how an appraisal was done because nobody has been there to look at it. This company is horrible to work with. I have called this lady 3 times a week and left voice mails and twice just twice she has bothered to call me back and both times she is just full of lies. My car is in ************* and I live in ********. I would like at this point for my car to be brought here where I live to a repair shop as I don't really trust what this Insurance company is up to. Two months and my car hasn't moved. This is beyond rediculous.

  Business Response

  Date: 02/02/2023

  February 01, 2023
  
  BBB
  c/o *************************
  3330 ****************
  ************, ** 49546
  
  
                     Re:      File #:                                      18886002
                                 Complainant:                         *******************
                                 Farm Bureau Claim #:            **-1000811726
                                 Date of Loss:                          11/27/2022     
  
  Dear ******************,
  
  We are in receipt of Ms. ****** complaint. From my reading of her complaint, her issue is that the repairs to her vehicle are taking too long. Unfortunately, that is out of our control. ************** demanded that her vehicle be repaired by a certified ****** repair shop. She was given the choice of two to choose from. The one she chose, *********** Body, was unable to get her vehicle in for repair until 01/26/2023 due to their current work load and the national part shortage. Ms. ****** vehicle was towed to *********** Body by 01/26/2023 and work has since started on her vehicle. Unfortunately, we are not able to control the current delays in vehicle repairs caused by national part shortages.
  
  As to ************** second complaint regarding her vehicle not having been moved from the tow yard on 01/23/2023, *********** Body was not available to work on her vehicle until 01/26/2023. ************** was aware of that issue. Her vehicle was towed to *********** Body so that work could begin on 01/26/2023.
  
  Ms. ****** vehicle is currently being repaired. Given that we are experiencing industry repair delays of six months or more nationally,the fact that Ms. ****** vehicle repair was delayed for two months is not unreasonable. While we understand the inconvenience, it is simply out of our control.
  Please contact me if you have further questions regarding this matter.
  
  
  
                                                         Sincerely,
  
                                                         *******************************
  
                                                         ********************************
                                                         Attorney/Senior Casualty Claims Supervisor
  

  Customer Answer

  Date: 02/07/2023

   
  Complaint: 18886002
  
  I am rejecting this response because:

  My complaint was not because it was taking too long for the repairs to be done.  My complaint was that my car sat at the tow yard and the insurance company was not doing anything about my car.  I called the tow yard several times and also sent the letter from the tow yard that the insurance company had not contacted them at all up to the date on the letter.  I was at first told to call one person from the insurance company and I called him 3 times only to get his voice mail and he never called me back.  Then I was told to call this woman and that she would be handling everything.  I called her several times and she also didn't call me back until December 19th.  I was without a vehicle from the 27th of November until December 19th when she got me into a rental vehicle.  The Insurance adjuster called me the next day and told me that he would be looking at my car.  I did tell him that I wanted it to be taken to a ****** repair shop.  He told me that there were 2 or 3 and which one did I want it taken to.  Not being from the area (*************) I am from **********, I told him that I didn't care as long as it was a ****** repair shop.  He called me back on the 10th and told me that it would be moved within the next day or two.  I got a call from the insurance lady on the 13th and also from the repair shop.  Both told me that the car would be moved that day or the next and that they had a tow truck ready to get it.  This insurance lady, I had all of 2 phone conversations and one email.  Yes, I have been very frustrated only because I was not kept informed about my car.  I called her at least once or twice a week from the time that I got her phone number and she would not return my calls.  Then I got a letter from the tow yard on the 26th of January stating that they wanted their payment and in this letter it stated that they could sell my car if payment was not received.  On the 27th of January I got a call from the rental place asking me how much longer I was going to need the car and where was my car taken to be fixed as they also called this insurance lady and she didn't return their calls either.  I was given a repair estimate from the adjuster of a bit over $6500.00 to fix my car and now I am told that the car is being totaled.  This certainly was in the insurance company's control as they did not do anything about my car until over a month after the accident.
  
  *****************************************

  Business Response

  Date: 02/13/2023

  February 13, 2023
  
  BBB Response #2
  
  
                     Re:      File #:  18886002
                                 Complainant:  *******************
                                 Farm Bureau Claim #:            **-1000811726
                                 Date of Loss: 11/27/2022       
  
  To Whom it May ********
  
  We are in receipt of Ms. ****** complaint and your request for additional information.
  
  The accident occurred on November 27, 2022 in *************.The claim was reported to ** by our insured for her first party vehicle damage on November 28, 2022. At that time we had no police report and no information on the claimant, *******************.
  
  On December 01, 2022, our liability adjuster did reach out to our insured, who accepted liability for the accident, but we still had no contact information for the claimant.
  
  We did not get any information on the claimant, *******************,until we were contacted by her insurance company, Liberty Mutual, on December 09, 2022.
  
  Due to large claim volume and scheduled time off, our liability was unable to contact ************** until December 19, 2022. At that time ************** advised that she thought she had first party collision insurance on her vehicle and had tried to make a claim with her insurance company, Liberty Mutual, but she had failed to follow through with their requirements for collision coverage (i.e. sending them a picture of her vehicle) and they had removed it from her policy. On December 19, 2022, our liability adjuster arranged for ************** to get a rental. She remains in that rental today. Due to adjuster licensing requirements in *************, our liability adjuster then contacted ******** and Company to retain an Independent Adjuster to continue with adjustment of the claim.
  
  As stated previously, some delays in attempting repairs for Ms. ****** vehicle were related to her insistence on the body shop being a certified ****** shop. The body shop she ultimately chose could not accept the vehicle for repair until January 26, 2023. ************** was told this, but then questioned why her vehicle had not been moved from storage before then. Simply put, the body shop was arranging for the pick up of her vehicle when they had availability to take it. The body shop did pick up the vehicle from storage on January 25, 2023, so that they could begin work on January 26, 2023. It is beyond explanation as to why ************** thought her vehicle would be immediately towed from storage before the shop was ready to repair it.
  
  Of note, after tear down for repair of the vehicle it was determined that Ms. ****** vehicle was a total loss and a settlement has been offered to **************. She has been advised to travel to get her personal items out of the vehicle should she choose to retrieve them. She remains in a rental paid for by us until this matter is completely settled.
  
  
  
  
  
                                                         Sincerely,
  
                                                         *******************************
  
                                                         ********************************
                                                         Attorney/Senior Casualty Claims Supervisor

• Initial Complaint

  Date:01/23/2023

  Type:Service or Repair 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.

  Hello, This past December, my car was found to have a dead battery in *******, Michigan. This was December 8th, I paid $95.00 to a Farm Bureau ********* Services (FBFS) for a battery jump, where a contracted mechanic came and jumped my car. During this call, I was told by the agent that I could submit a claim and be reimbursed for this charge. This was given a Job ID: ********. After driving a decent amount, the car died again, where I pulled over on **************, still in *******. I called Farm Bureau ********* Services (FBFS) again, where I was charged $156.85 for a tow service. Again, I was told I could file a claim and be reimbursed. This was Job ID: ********. After this, the only real receipt I got was two emails with the amount and the Job ID, and I was told a ******************** was helping us out for the second job. That is all I was given.Then, after submitting claims, the agent then informed me that I had used the wrong insurance. At first I was very surprised, but then noticed that Michigan Farm Bureau was who we actually had our insurance through, which sounds very similar to me. Michigan Farm Bureau will not reimburse us without the receipts from the towing companies, which we cannot get because we have no information. This was quite a large amount of money to me, and I would love for this to be dealt with as there should have been clarification on their part.

  Business Response

  Date: 02/01/2023

  February 1, 2023
  

  Better Business Bureau
  C/O *************************
  3330 ****************
  ************, ** 49546
  

  Our Insured: ***** and *************************
  Our Claim No.: PA-1000826971
  Date of Loss: December 8, 2022
  Complainant: *************************
  BBB file: 18884952
  

  Dear ******************:

  Farm Bureau General Insurance Company is in receipt of the above complaint and the following information is provided for your review.
  

  As outlined in the complaint, ****************** is insured for Emergency Roadside Assistance coverage with Farm Bureau General Insurance Company of Michigan. While operating his vehicle on December 8, 2022, he experienced two breakdowns which required the services of a roadside assistance provider. On each occasion, he reported the claim to Farm Bureau ********* Services which is a separate entity from Farm Bureau General Insurance Company of Michigan. In turn, this resulted in confusion and out-of pocket expenses for *******************
  

  Upon receipt of this complaint, our claims team made telephone contact with ****************** and secured the necessary information to process his claims. We expressed our regrets for the confusion and informed him payment would be processed. On January 25, 2023, we issued a reimbursement check to Mr. **************************** in amount of 251.85.
  

  It is our understanding that Mr. and ******************* are satisfied with our response and the resolution of their claims. If you require additional information, please contact me at **************.

  Sincerely,
  **************************
  **************************
  Director of Auto and SIU Claims
  Farm Bureau General Insurance Company of Michigan