Complaints

This profile includes complaints for Madison Mutual Insurance's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Madison Mutual Insurance

  1256 W. Genesee St. Chittenango, NY 13037

• 

  Madison Mutual Insurance

  P O Box 357 Chittenango, NY 13037

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:01/21/2025

  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.

  My parents home in Albany, NY was insured by Madison Mutual Insurance Company for over 50 years. They were informed late September/October 2024 of my parent passing in August of 2024. I informed the office of a Will which left personal n private property to me and that I had to go through surrogate to complete the process. I was told to keep the agency aware of what was happening. In December I was sent a letter threatening to cancel in January 2025 as if they never heard from me. They also never gave me the January deadline over the phone. I don't know the relationship this company had with my parents but their actions appear to be forced by anger as evidence of my conversation with a Saratoga Springs employee of Madison Mutual, to just hurry up and cancel this homeowners policy and use the loss claims excuse, in December, to be rid of this policy. They were totally misleading, they lied to me in September and now they are laughing over the phone when the Saratoga Springs representative showed no respect for our family and laughed at our situation. I want to stress that I spoke to the parent company in Chittenango, NY in September and the disrespectful employees in Saratoga Springs, NY in December. A company that has no remorse and false guidance after insuring my parents home for that long should be investigated for illegal practices. Thank you.

  Business Response

  Date: 01/27/2025

  We are in receipt of the customer experience information letter.  The information provided is not adequate to determine the specific policy against which there is a complaint.  Not being able to identify the policy, we are unable to provide a detailed response. If a response is requested, the name of the Policyholder(s), the location insured, and the policy number are necessary. Kind regards,  John O****

  Customer Answer

  Date: 01/31/2025

  #**** ********** *******The insurance company name is Community Mutual Insurance,  aka Madison MutualPolicy number **************** *** ****** owner of policy covering the dwelling at *** ** **** ***** ****** ** *****The insurance company also goes by the name ********* insurance  

  Business Response

  Date: 02/19/2025

  BBB spoke to the company and the following was relayed:  We are investigating further now that we have received the policy information and we will respond additionally as soon as more information is available.  

  Business Response

  Date: 02/19/2025

  Kevin, Thank you for the email and additional information. Before addressing the complaint, let us update a few contact matters from your letter which we received on January 27 (copy attached). 1. "******* *******" would be ******* *******.  He retired in 2015.  The contact name for Madison Mutual Insurance Company should now be: **** ** ****** *** 2. The company physical address is: **** ***** ***** ** ************ ** *****, but, the company mailing address is: ** *** **** ************ ** ****** OK... now, let us review and attempt to clarify the parties involved as the complainant seems to have some inaccurate information (as per her complaint and subsequent communication).   The insurance company is NOT Community Mutual Insurance Company as identified in the 1-31-2025 communication.  That company is a member of the ***** ****** ********* *********, Montpelier, VT.   The insurance company IS Madison Mutual Insurance Company, Chittenango, NY.   The complainant states that: "The insurance company also goes by the name ********* insurance".  This is incorrect.  ********* Insurance & Financial Services, Inc. is a NYS licensed independent insurance agency.  Although Madison Mutual Insurance Company does transact business through ********* Insurance & Financial Services, Inc. we are completely separate business entities.  The insured: ******* ******, has not been "insured by Madison Mutual Insurance Company for over 50 years" as stated in the complaint.  We cannot say for how long ******* ****** did business with ********* Insurance & Financial Services, Inc., but the insurance policy through Madison Mutual Insurance Company was originally effective on 1-25-2012. The customer's statement of the problem indicates a conversation with a "Saratoga Springs employee of Madison Mutual".  We have no employees anywhere other than here in Chittenango, NY.  It is clear to me that her communication was with an employee of ********* Insurance & Financial Services, Inc.The customer's statement of the problem states the assumption that "their actions appear to be by anger as evidence of my conversation with a Saratoga Springs employee of Madison Mutual..."  Rest assured, there is no anger.  There is a bit of sadness on the passing of a policyholder.  And a bit of empathy for the challenges faced by ******* in dealing with her mother's estate at such a difficult time. You probably know that the business of insurance is highly regulated.  We have underwriting guidelines that are strictly adhered to.  There are specific regulations surrounding why, when, and how a company may cancel or non-renew a policy. In this case, the Agent (********* Insurance & Financial Services, Inc) does not make the decision to cancel or non-renew a policy.  The company does.  The decision was based on the changes in conditions that took place surrounding the policy.  This was a Homeowners policy.  Our underwriting guidelines require the property to be owner occupied.  With the passing of the policyholder, this condition was no longer met, making the property no longer eligible for coverage.  Additionally, and unbeknownst to the policyholder's daughter or agent, the policy was under review due to loss history.   Section 3425 of NYS Insurance Law is clear on when and how an insurer must act to discontinue coverage in these circumstances and despite the displeasure of the insured's daughter, they were all complied with.  It is not a matter of "like", or "being nice", or "making accommodations".  It is a matter of compliance with legal requirements.  The matter has been reviewed and nothing I find indicates improper action by Madison Mutual Insurance Company, or its staff. Thank you for the opportunity to respond. Very truly yours, **** ** ****** *** CPCU, CIC, ARe President & CEO Extension *********************