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:02/28/2025

  Type:Billing 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.

  At the suggestion of my local agent, I switched to Branch in December of 2024 after my last insurance company stopped writing policies in ********.

  Branch's underwriting department immediately began making officious demands that I make certain improvements to my home.

  After learning that I am eligible for USAA insurance I switched to them, cancelled my Branch policy effective 1/10/25 and requested a refund.

  As of this date they have continued to automatically deduct premiums from my bank account for auto ********************** and taken no steps to refund my home owner's premiums to my mortgage escrow account.

  

  Business Response

  Date: 03/05/2025

  Were sorry to hear that ******************* is dissatisfied that his policies have not yet been processed.  Following efforts by our underwriting team to work with Mr. ********* to keep his Branch coverage in place as he addressed our concerns with his roof, we received an email on January 6, 2025, that stated, Too late.  We already made arrangements to switch our home &auto insurance to USAA effective 1/10/2025.  

  On January 7, 2025, Branch member support replied to that same email with the following: Hello *****, Thank you for reaching out and informing us about your decision to switch your home and auto insurance to **** effective 1/10/25. We are sorry to see you leave the Branch community. To proceed with the cancellation of your policies, could you please confirm the following details:  1. Is ************************************** the best mailing address? 2. For any refund due on the auto policy, is the bank account ending in 3465 valid? Once we have this information, we will process your policies' cancellations and ensure there are no gaps in your coverage.  Once we have this information, we will process the cancellation of your policies and ensure there are no gaps in your coverage. Please let us know if you have any questions or need further assistance. Best regards.  

  We received no response from Mr. ********** so the cancellation remained pending.  This is consistent with our standard procedures to make sure refunds are processed and delivered to the member by direct deposit, where applicable, and that the mailing address is the best place to receive a check.  

  On February 28, 2025, we received an email from Mr. ********* stating, You f***ing idiots should not be processing any payments.  I canceled all my policies with Branch in January.  Immediately reimburse any payments, or I will file a complaint with the Kentucky Department of Insurance. 

  Although Mr. ********* refuses to verify the refund information generally required in order to process cancellations, we will proceed with the cancellations effective January 10, 2025, and will issue the refunds by check.  This will be completed by the end of the day on March 6, 2025.  The refunds are generally received within 7-10 business days.   
  

  
  

• Initial Complaint

  Date:02/27/2025

  Type:Billing 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 had our Home and Auto policies with Branch in 2023. We moved coverage to another carrier in 2024. Our agent sent the request to Branch to cancel the policies but only the auto was cancelled. Our mortgage company paid the invoice without our knowledge, even though we had issued coverage with another carrier, leaving us doubled covered.

  When we received renewal information in 2025, we discovered what had happened. We reached out to Branch to cancel the policy but they refused to backdate the coverage and basically kept our money for coverage that we didn't need, want or authorize.

  We spoke with several people on the phone and provided documentation that alternate coverage had been obtained but they were unwilling to work with us.

  

  Business Response

  Date: 03/05/2025

  We are sorry Ms. **** is frustrated with her experience in canceling her home policy.  However, because the request to cancel the home policy was not received until February 5, 2025, it is Branchs position that no further action is required. 

  While we agree that a request to cancel his auto policy was made by Mr. ******* **** to Branch via email on February 29, 2024, neither Branch nor the ****s agent that wrote the policy can locate documentation that a request to cancel their home policy was also received.  In fact, Branch member support sent the following email on March 1, 2024: Hello *******, Thank you for reaching out to us. I have canceled the renewal of your auto policy, as requested. I see that your home policy is renewing too, are you keeping that one active? Thank you for considering Branch Insurance and we hope that we can assist you with any future insurance needs.  This email was read, but no response was received, and no further request to cancel the home policy was received by Branch. (See attached email thread.)

  
  When the request to cancel the subject home policy back to the March 8, 2024, date was received on February 5, 2025, the request was escalated to our underwriting team for review.  Since no timely request to cancel had been located, we were not able to backdate the request to March 8, 2024.  However, as an exception, we were able to process a backdated cancellation effective December 6, 2024 (60 days prior to the request), which is a courtesy that we generally will extend equally to all such requests that are supported by appropriate documentation.

  
  Upon receipt of this complaint, we re-opened our investigation and also reached out to the agency that wrote this policy. Mr. **** ended up placing coverage either directly with another carrier or through a different independent agent, and neither Mr. **** nor his new agency/carrier reached out to Branch to request the cancellation of his home policy.  Also, the prior agency cannot locate any such request in its records.

  
  Since Branch provided coverage, it is entitled to receive payment.  However, in an effort to resolve this matter with the ****s, we have already provided a courtesy backdated cancellation and refund equating to 60 days of coverage.

  
  If the ****s have any documentation of correspondence with their prior agency that may be helpful to our investigation, we encourage them to provide it, and we will review it accordingly.

• Initial Complaint

  Date:02/11/2025

  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.

  Branch Billed my mortgage company for $4112.00 from my escrow account on March,25,2024 and was paid they raised the amount from $1632.89 the previous year. I was never told about the $4112.00 to okay it in advance . I did not authorize that amount ever . I did not find out about it until my bank sent me an escrow analysis in Jan.2025 . I called them and they claimed they sent me an email notifying me of the charge but I never received notice . They refuse to make it right with me . They claim they had a right to steal that money . I don't really want a full refund I want the $2480 difference returned . Because of what they did my house payment went us from $633 to $1205 because of the shortage on my escrow account that they caused .

  

  Business Response

  Date: 02/24/2025

  Thanks for the opportunity to review this matter.  On February 4, 2024, we notified Ms. ******** via email that her policy was renewing for the third 12-month term.  Her new policy documents clearly outlined the price for her renewal policy.  Her price had increased because she had previously decided to re-write her auto policy with a different carrier to receive a lower price, which caused her to lose the multi-policy discount on her home policy at its renewal.  The invoice was paid in full through escrow billing.  Ms. ******** never contacted us to inquire about the policy or request that it be canceled February 3, 2025, when a Branch agent reviewed her policy with her and was able to re-write her policy with a different carrier.  The member is upset that we would not refund her the whole amount for the policy and coverage that she received for an entire year.  While we understand her frustrations with the price of her insurance going up, it seems that she failed to review the correspondence or otherwise reach out to review her policy with us at an opportunity where we could have explored other options for her coverage.  Unfortunately, there is no further action to be taken at this time.  We encourage Ms. ******** to reach out if she has additional questions regarding this or her new coverage.

  Customer Answer

  Date: 02/24/2025

  I did not receive the email they claim they sent . I have every email I have received from them . I was unaware of the insurance being that high or I would not have kept your insurance plain and simple . The same way I did not keep my Automobile insurance with this company for the same reason . Now I can understand insurance may go up from time to time but not that much . I have never filed a claim . It is unfair what you did . 
  
  Regards,
  
  ******* ********

• Initial Complaint

  Date:01/31/2025

  Type:Billing 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 had canceled insurance through branch February 01, 2024, I had changed insurance. Then February 14, 2024 they cashed a check and reinstated the insurance without my knowledge, not a receipt or policy information was received. On January 6, 2025 received an email saying payment was due, that’s when I found out about them reinstating the insurance.. on January 9th I had spoken to an employee, Eric S., and he had assured me I would receive full pay back of the $2,570.35, on January 24, 25 I received an email that a check for $716.32 was being sent to me, I then called and said that was not right and they informed me I would not be getting the remainder of the amount.

  

  Business Response

  Date: 02/06/2025

  Thanks for providing us the opportunity to review this complaint submitted by ****** *****  We are sorry she experienced frustration with her Branch policy.  Our member support team was able to resolve this matter and process Ms. ****** cancellation request, resulting in a full refund, which will be received within 7-10 days.  We let her know by phone and email, but if there is anything else we can do, we encourage her to reach out to the Branch member support team.  Thank you.

• Initial Complaint

  Date:05/04/2024

  Type:Product 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 had homeowners insurance through Branch and they cancelled my policy (for reasons that I think are unreasonable, but will accept. I had paid for the entire year up front and they cancelled my policy in April, resulting in them owing me approximately 8 month cost of coverage back. It's May now and I have not received a check and found out Friday that they have not sent it. I cannot imagine a good reason why that would happen so it leads me to believe there are some shady business practices. Of course when I call them I get rerouted time after time and cannot reach a person.

  

  Business Response

  Date: 05/13/2024

  Thank you for bringing this matter to our attention. We appreciate the opportunity to respond.

  
  Branch Insurance Exchange canceled **** ******’s policy (*********************) on 3/29/2024 due to the home's ineligible condition. The effective date of the cancellation was 4/12/2024. Escrow refunds are mailed 14-20 business days after the effective date of the cancellation. This is done to provide the member with enough time, should they choose, to remediate any concerns and continue the policy. The refund check was mailed on 5/6/2024 with an expected delivery date of 5/16/2024. We apologize for any inconvenience this timeline may have caused.
  

  Please see the refund check email confirmation attached for your reference. Please let us know if we can be of further assistance.
  

  
  

• Initial Complaint

  Date:04/26/2024

  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.

  ** ****** ******* ******* paid 5641.00 on 3/25/2024 policy was cancelled on 3/21/2024.

  on 4/12/2024 received a email on 4/15/2024 as follows: We’re letting you know that a refund has been processed on your home policy ********************* for $5641 due to cancellation.

  Expect a physical check ***** to arrive via USPS First-Class Mail in 7-10 business days to the address we have on your account: after checking mail daily ten days has expired 4/26/2024 no check.

  

  Business Response

  Date: 05/06/2024

  Good Afternoon,

  Thank you for bringing this matter to our attention. We appreciate the opportunity to respond.

  
  Branch canceled ****** ******’s renewal homeowners' policy (********************** at the request of the member. After the cancellation, Branch received payment from the mortgagee and immediately issued a refund. The refund check was sent on 4/15/24 with an expected arrival date of 7-10 business days later. The member contacted Branch member support on 5/3/24 and confirmed they still had not received the refund check. A stop-pay was issued, and Branch re-issued the check with an expected arrival date of 5/14/24. We believe that the recent storm activity in the region may have impacted the delivery. We have spoken to the member and have notified him of the re-issued check and expected delivery date.

  
  Please let us know if we can be of further assistance.

  Thanks!
  
  

  Customer Answer

  Date: 05/07/2024

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:02/12/2024

  Type:Product 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 company was paid on January the 15th by my mortgage company. I'll call they cancel the insurance policy on January 20,2024. The company said I would get a check in 3 days here it's is February 12,2024 and no check. How is this company able to hold up your refund check from cancellation of your homeowners insurance.

  

  Business Response

  Date: 02/19/2024

  Thank you for bringing this matter to our attention. We appreciate the opportunity to respond.
  
  Branch received payment for ***** *********’s policy via check on 1/24/24. In accordance with normal business practices, Branch allowed for seven business days to ensure a stop pay was not issued on the check before releasing the refund. Branch issued the refunds via check on 2/1/24 through **** with an expected arrival date of 2/12/24. Our records show that the checks were delivered on 2/17/24. We apologize for any inconvenience the shipping delay may have caused.
  
  

• Initial Complaint

  Date:02/08/2024

  Type:Billing 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.

  Whenever I have a six month renewal they email me with what is going to be pulled out of my account and everytime its a different amount. The first time they honored it.

  In July of 2023 they refused to honor it but said they fixed the issue. In December I received notification my renewal would be 374.45. Jan 28 2024 I received an email saying on Feb 06 2024 my account would be charged 374. 45.

  When I woke on That day they charged my bank 422. I notified them. Said a manager would call me.

  Waited until the 8th after no one reached out to me and called back. They said that KY taxes weren't calculated. That should have been part of my premium. They notified me and told me that they were taking one amount and took out more than I agreed to. I asked them to refund me the money, but make sure I was covered for at least two weeks so I had time to find another company and not have my insurance lapse. Pretty much just gave me one day and said they could only refund me some suggested amount. If they would have gave me proper notification I would have had more than enough time to find another agency.

  All I'm asking for is for them to refund me so i can go to another company and give me an adequate amount of time to find another company before they cancel my policy. Previously on other occasions they took over 700 out of my account, overdrafted my account and made me jump through hoops just to get the 204 back in overdraft fees. Been with my bank for 17 yrs with no overdraft fee until then.

  When I asked about leaving a review he said he couldn't tell me where to go and that he had another call and would reach back out and I haven't heard from them since. I agreed for them to take money out of my account but they're taking more money out than I agreed to and to me that is theft.

  

  Business Response

  Date: 02/15/2024

  ***** ******* *********************
  
  Thank you for bringing this matter to our attention. We appreciate the opportunity to respond.
  
  Our member support team has contacted ***** ******* several times by phone and email in an attempt to resolve this matter. The State of Kentucky charges a municipal tax that was not accurately reflected in the monthly payment indicated in ***** ********s renewal offer. However, the total premium amount for the policy period was correct. Branch is willing to refund the disputed amount and honor the renewal rate for the remainder of the policy term. However, if ***** ******* would like to cancel the policy, Branch will refund the entire premium amount collected. We are currently awaiting a response from April to determine which step to take.
  
  

  Customer Answer

  Date: 02/26/2024

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:02/05/2024

  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.

  We filed an auto claim to branch, Claim Number: *********************** because of a collision with a dog that was not under restraint. Upon filing the claim we were told that Branch Insurance would be looking to collect the deductible required by our policy from the pet owners homeowners insurance policy. Now Branch Insurance is telling us that they will not be attempting to collect the deductible from the pet owner's homeowners insurance policy, stating "they just decided that they weren't going to" because "the pet died" and "they might come after you". I incident occurred in ******* ******* ******** Local ordnance requires that animals are "properly restrained and not at large". Additionally, the ordnance states that the animal "does not chase or interfere with motor vehicles in a public right of way". The animal was clearly not restrained and clearly interfering with a vehicle on a public right of way. It is not up to the insurance company to just decide not to attempt to collect the deductible from the pet owners homeowners insurance policy, especially when they failed to follow local ordnance directly resulting in property loss. Copy of ******* ******* ******* pet ordnance is attached. We feel terrible for the fate of the animal, the the fact is that it would not have happened had the pet owners had kept their dog restrained from chasing cars in the street.

  

  Business Response

  Date: 02/08/2024

  Thank you for bringing this matter to our attention, we appreciate the opportunity to respond.  We have recently contacted you regarding this matter.  If you have additional questions related to this matter, you may contact your adjuster at ###-###-####. 

  Customer Answer

  Date: 02/12/2024

  An additional claim was opened due to the same incident, why? Additionally, both claims show as closed but I have received no notification of the outcome. 

  We are not responsible for someone else's negligence in keeping their animal properly cared for. Why does it feel like we are being reprimanded?  Your insurance company is supposed to have your back, not treat you like a criminal for something that was out of your control. 

  Please consolidate your two claims into one so my record doesn't show duplicate information, as this can have a negative affect on my current and future auto insurance rates. 

  
  Regards,
  
  ***** ******

  

  Business Response

  Date: 02/16/2024

  We spoke with Mrs. ****** on February 12, 2024 regarding this matter.  As we discussed, there were 2 exposures for this 1 claim.  Coverage was afforded and the vehicle was repaired/payment sent.  The claim has been closed, however subrogation is currently in progress and we have been in contact with the other insurance carrier.  Additionally, no denials were sent/applicable to this claim.  If you have additional questions related to this matter, you may contact your adjuster at ###-###-####.
  
  

  Customer Answer

  Date: 04/17/2024

  This is my second complaint against this company. The first being complaint #********, where they failed to pursue collection of a deductible from the other parties insurance company for damages caused my an unrestrained dog. The insurance company finally acted appropriately and the other insurance company has accepted fault, however, I have not received the refund of my deductible. It's been nearly two months. This does not make sense.

  

  Business Response

  Date: 04/23/2024

  Thank you for bringing this matter to our attention, we appreciate the opportunity to respond.  We have recently contacted you and Mrs. ****** and left voicemail messages regarding this matter.  If you have additional questions related to this matter, you may contact your adjuster at ###-###-#### or the unit leader at ###-###-####.

  Customer Answer

  Date: 05/01/2024

   It has been five months since the accident. Three of which were spent without Branch doing the appropriate thing by attempting to collect from the other insurance agency. Every voicemail I receive from Branch says the same thing: "We have not received the money and there is nothing we can do" and it comes from the same person I have stated I am not interested in working with. They don't acknowledge my concerns about their lack of action being the reason we are in this position. Branch failed to act appropriately at the time my claim was filed and my money is being held hostage because of it. 

  I do not want another voicemail or explanation. Nothing short of an immediate refund of my money would qualify as a suitable response. 

  Regards,
  
  ***** ******

• Initial Complaint

  Date:02/05/2024

  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.

  On 1/3/23 I received notice that my home owners insurance would be renewing and Branch would be billing my lender for my renewal on 01/17/23. I emailed numerous people to let them know I would not be renewing.

  On 1/16/23 I officially canceled my policy and attempted to start a new policy with a new company.

  On 1/17, I checked my mortgage company’s page and was notified that Branch had indeed taken the renewal premium of over $7,000 from my escrow account on 1/11/23 even though the date said they were going to bill my mortgage company on the 17th. When I called Branch to find out what was happening, they informed me that they received payment from my mortgage company on 1/22 well after the cancellation date given. The policy was official cancelled by the due date given but the company decided to take our money anyways. When I called to rectify the situation I was told by the agent a check was being mailed out on the 17th as my coverage was now set to lapse on 2/8/23 and that I would have to wait 7-10 business days for a check to come to be able to pay for my new policy.

  I just got an email Saturday 2/3/23 stating a check was just sent out and now it won’t be here until 2/14- after my coverage lapses.

  I want a check over-nighted to my home so I don’t have a lapse in coverage. Branch stole funds that did not belong to them even though all documents were sent and deadlines were met.

  The lag in processing is unacceptable and now I will not have coverage until that check comes. My escrow account is overdrawn and the new premium can’t be paid.

  The company stole funds from us and gave us false information about our renewal and payment due dates just so they could take our premium- which they tripled by the way.

  As first time home buyers this is unfair and unacceptable.

  

  Business Response

  Date: 02/09/2024

  Thank you for bringing this matter to our attention. We appreciate the opportunity to respond.
  
  The policy renewal notice for ****** ******* (Policy# *********) was issued on 1/3/24. Branch invoiced for the renewal premium via ********* digitally on 1/3/24. ****** ******* canceled the policy on 1/16/24 through the agent at *********. Branch received payment for the policy via check on 1/22/24. In accordance with normal business practices, Branch allowed for seven business days to ensure a stop pay was not issued on the check before releasing the refund. Branch issued the refund via check on 2/2/24 through USPS with an expected arrival date of 2/12/24.
  
  

  Customer Answer

  Date: 02/09/2024

  the company has done nothing to rectify this situation. They stated things in all the emails I sent already. I received an email which I will again include stating that action had to be taken by the 17th. Why was I charged early when this email states I had until the 17th? Also, I did everything in my power to stop Branch from taking payment but they stole our money anyways. They are providing false information. They now state the money was taken on the 3rd? Nearly two weeks before the date included in their original email. I was told by ******* that payment was taken on the 11th? Why all the wrong information from all different sources. This company is crooked and needs to fix their mistakes in a more timely matter when they steal from hard working customers. Please refer to original emails. It’s all there in plain writing. They can’t even provide a straight story. 

  
  Regards,
  
  ****** *******