ComplaintsforGrange Enterprise Companies, including Grange and Integrity Insurance

• Initial Complaint

  12/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My significant other and I have an auto insurance policy with Grange. He was involved in an not at fault car accident in May of 2022. He could not interact with the other party at the time due to the time of the accident and traffic area. Grange had advised we submit a subrogation claim with ***** **** to have them pay for the repair/claim that had to be done through our insurance. On 11/2/22 we got finally got confirmation from the adjuster and ***** **** that payment to Grange Insurance for the subrogation claim was processed. Myself and the adjuster have reached out to Grange subrogation department to no avail and have not received any follow up. Grange is supposed to issue a $500 refund check for the deductible that was paid for a claim that was not our fault! It should not take over 6 months to get this resolved.

  

  Business response

  01/06/2023

  
  

  To Whom It May Concern: 

  
  

  Thank you for allowing Grange Indemnity Insurance Company the opportunity to respond to ****** *******'s inquiry. Grange Indemnity Insurance Company provides a Personal Auto policy for ****** ******* 

  
  

  The insured was not at fault for this loss and as mentioned in the complaint we are pursuing Subrogation against the at-fault carrier.

  
  

  We reviewed the complaint by ****** ******* and have reviewed our claims file. We agree with the details provided by Mr. Strinko that the insured was involved in a not at-fault accident and that Grange will not only pursue the at-fault carrier for the insured’s deducible, but also money Grange paid to repair the insured’s vehicle. Unfortunately, the at-fault carrier, State Farm, did not provide the insured accurate information regarding payments. To date, no payment has been issued by ***** **** and the Subrogation claim is still being negotiated. Questions regarding the payment and timeliness of the resolution of the claim should be directed to State Farm. We will continue to pursue Subrogation against them and have again reached out to them within the past 10 days regarding payment. If payment is not received, Arbitration will be filed against ***** **** to resolve the claim. Please note that if Arbitration is the resolution, it could take a few more months to resolve the claim. 

  
  

  Please feel free to call me with any questions at the number listed below. 

  
  

  Sincerely, 

  
  

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

  Claims Manager 

• Initial Complaint

  11/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I bought insurance from these people in the end of January. My wife got read ended by a 3rd party in April of 2022. I had to engage my insurance company (back then Grange), to pay for repairs and go after the other insurance company for the money. It took over 4 months for this Mickey Mouse of a company to even pay for my repairs, not only that, but now I am out over $4100 because of my deductible and rental costs that I had to pay out of my pocket.

  It is now the end of November, and I am still to see a dime. Grange has yet to go after the other company so they can pay out what I had to pay out of pocket. I just got a letter from the other persons insurance stating they’re still waiting on information from Grange on the subrogation to go ahead and take care of the issue.

  Grange is the most irresponsible company I have ever had the un-pleasure to deal with. From their insurance reps that are "supposed" to help you, and for most parts the insurance rep at my agency tried to help, when I told them I was leaving after months, they told me "You deal with it yourself". Their claims adjuster, ******** ******, the most incompetent person I ever had to deal with.

  I have sent several emails in the past, tried calling, asking them where the subrogation stands, and I have got nothing and nowhere. I was forced to switch over to ***** **** a real insurance company and not this worthless joke of a company. This has created serious issues in my personal life and issues financially as well as we had to cough up over $4100 dollars and are now in the hole due to these people not doing their jobs.

  I have tried every avenue available to me to get these guys to move forward and provide all the documentation to the 3rd party insurance so they can pay me. This is my last attempt before I hire an attorney and move this to court as I have several dozens of emails and phone records showing I have tried solving this Amicably.

  

  Business response

  11/28/2022

  ******************
  Thank you for allowing Grange Indemnity Insurance Company the opportunity to respond to **** ********
  inquiry. Grange Indemnity Insurance Company provides a Personal Auto policy for ****** * ***.

  
  We had an opportunity to talk to Mrs. *** at length on multiple occasions and thanked them for their candid
  feedback regarding their claim experience, the repair time, as well as their shop of choice's charges.

  
  We contacted Mrs. *** again today and provided an update on the status of their deductible. We submitted our
  subrogation bill to the at fault carrier several months ago and have followed up with them on several occasions,
  including 10/28 and 11/22. We are still waiting on the at fault carrier to review and process our subrogation
  demand. Once they have processed and paid our demand, we will be able to address the reimbursement of the
  deductible.

  
  Please feel free to call me with any questions at the number listed below.

  
  Sincerely,
  ***** ******
  Claims Manager
  Phone: ###-###-####
  Fax: ###-###-####
  Email: ***************************

  Customer response

  12/13/2022

  Good morning, Grange is lying, they have not done their jobs thoroughly. I have sent them and the other insurance company all the receipts which they failed to send it to ******** for the subrogation claim I have emails from the other company stating they are only asking for the money Grange has spent and not what I have spent as well which I need to get payment for. Furthermore, Grange is being dishonest and is trying to charge ******** insurance more money then they should, which thats not my problem and or my business, however, they keep purposely forgetting to add my rental days to the claim which is of $4056 dollars plus the $1000 dollar deductible which according to founders, they did include the $1000 deductible but did not include the $4056 dollars that I had to spend out of pocket.
  
  This company is the worst Mickey Mouse, company out there in the market and I am extremely close to seeking legal help. I have told Mr ******, I would do so if this did not get worked out, not a threat whatsoever, I just dont know where else to turn and who else to go to because these people dont care about their customers, I have tried everything in my power and have been more than patient and hit a wall at every turn I took to try and get this solved. We are 4 months shy of a year since the initial claim was filed and I am still out $5056 dollars. 
  
  Please help.
  
  **** ******
  ###-###-####
  *****************

  

  Business response

  12/14/2022

  Thank you for the opportunity to provide an update.   We are happy to report that we received confirmation this morning that the other insurance carrier, ******** *********, has reimbursed the customer for their out-of-pocket rental.  ******** ********* requested an updated subrogation demand from us that reflects that they have already paid the customer for their out-of-pocket rental and that has been sent.  We expect to receive our subrogation payment from ******** ********* very soon which will allow us to in turn, reimburse the customer their deductible.  

  Customer response

  12/14/2022

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

• Initial Complaint

  11/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Since July 2022, I have been attempting to resolve an insurance claim. Grange assumed liability 100%. However, the claims handler, ******* ***** and her supervisor, ****** *********, have been unresponsive. Because Grange didn’t respond to ***** ****’s claim submission, it went to arbitration. Grange was ordered to pay. I’ve left several voice messages for ****** *********. No response! Through another claims handler, I connected with ******* ***** only to be told she would look into the matter and call me back. No response. This is totally unacceptable service.

  

  Business response

  11/18/2022

   

   

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

  Thank you for allowing Grange Indemnity Insurance Company the opportunity to respond to ****** *********  inquiry. Grange Indemnity Insurance Company provides a Personal Auto policy for ****** ******.  We completed a thorough investigation of this loss and found ****** ******* was not liable for this accident.  

  This accident happen on May 24th, 2022 and the claim was reported with Grange Insurance on May 25th, 2022.  On June 22nd, 2022, we obtained Mrs. ******* contact information and contact was made the next day with  Mrs. *******. Mrs. ******* advised on the same day that she was going through her insurance carrier, State  Farm Insurance for her vehicle repairs. Mrs. ******* also stated that her rental may reach policy maximum  through her carrier prior to repairs behind completed. We advised Mrs. ******* we are unable to take over the  rental since we were not handling her vehicle damage, that she would need to send us the final rental receipt  once rental was returned and we would review to determine if any additional rental is owed. 

  On August 29th, 2022 we received the subrogation demand from ***** **** insurance. Due to an amount  dispute with their subrogation demand, this was referred to Arbitration on September 7th, 2022. When the  Arbitration ruling was finalized, it only included the amount of rental that was paid out by ***** **** Insurance.  The Grange representative contacted Mrs. ******* and asked her to send us the out of pocket rental receipt for  review. The Grange representative also contacted ***** **** Insurance and asked for a copy of the full rental  invoice that will also show the out of pocket covered by Mrs. *******.  

  We received the rental receipt from ***** **** Insurance on November 15th, 2022. The next day on November  16th, 2022 we issued a payment to Mr. ******* for the reimbursement of their out of pocket rental expense. 

   

  Please feel free to call me with any questions at the number listed below. Sincerely, 

  ****** ********* 

  Claims Manager 

  Phone: ###-###-#### 

  Fax: ###-###-#### 

  Email: ******************************

  
  

  Customer response

  11/29/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 18410012
  
  I am rejecting this response because:  Grange continues to be untruthful and refuses to accept responsibility for wrong doing. Grange received all documentation including detailed receipts from ***** **** on July 21st.  ******* nor ****** (supervisor) we responsive to my repeated voicemails. Neither returned any of my calls. I had to be connected to ******* through another agent. the only reason I finally received payment was because I filed a complaint with the BBB. This is unacceptable. This office’s standing with the BBB should be re-evaluated. There should be consequences for the disregard of customers and negligent behavior. 
  
  Regards,
  
  ****** *******

• Initial Complaint

  11/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to request relief from fraudulent request for overpayment of $124.60 (FYI - the first request was for $155+ dollars) on auto insurance premium. My insurance was paid up to date with Grange Insurance through September 19, 2022. I called and cancelled Grange on September 19th after having obtained insurance through another company, ***** ****. FYI, ***** **** emailed Grange Insurance a copy of my insurance declaration page proving that I had insurance through ***** **** on September 19, 2022. Despite both my request for cancellation on the date that I obtained insurance from another company and that company sending Grange Insurance a copy of the declaration page which proves the same, Grange has sent me two demands for payment of an "Earned Premium." This is pure fraud and an attempt to gain money from a customer after their service has been terminated. Clearly, one would not want two insurance policies for the same time period for the same vehicle. Even more egregious is the fact that Grange asked me to sign a form which would allow them to re-instate my previous policy and then cancel it with the correct date of September 19, 2022. I refuse to sign a form agreeing for a policy that I requested to be cancelled on time be reinstated. I have insurance with a company that has much better customer service than Grange and have had it since September 19, 2022! I demand that Grange rescind it's fraudulent request for payment of an "Earned Premium." Policy Number: *** *******.

  

  Business response

  11/11/2022

  ********

  Thank you for allowing Grange Indemnity Insurance Company the opportunity to respond to Ms. ******** inquiry. 

  Similar to many other carriers, our company renews policies on a continuous renewal basis. In other words, policies will automatically renew to ensure that the insured does not experience a gap in coverage. The insured may cancel a policy at any time per their request. However, in order to cancel a policy, we require the insured to submit a cancellation request in writing to ensure that the policy is cancelled on the correct desired effective date. 

  Our records do not indicate that Ms. ****** requested to cancel the policy prior to the effective date of the renewal  term beginning on 09/19/2022. Therefore, the renewal term was issued. At the time the renewal was issued, an invoice was mailed to Ms. ****** requiring the minimum payment amount to be submitted prior to 09/19/2022. The minimum payment amount was not received prior to this date and the policy was cancelled for non-payment of premium effective  10/11/2022. Ms. ****** was billed $124.60 in earned premium for coverage provided between 09/19/2022 and  10/11/2022. 

  On 10/19/2022, a declarations page for a policy with ***** **** effective 09/19/2022 was forwarded to our office. However, it was not accompanied by a request to cancel the policy with our company. Ms. ****** was advised that we could adjust the cancellation date from 10/11/2022 to 09/19/2022 which would eliminate the earned premium balance from her account. However, she would be required to submit a signed cancellation request form. 

  On 10/25/2022, a representative with our office contacted Ms. ****** as the cancellation request form was not signed. At that time, she became argumentative and refused to sign the form.  

  Our company will not accept a declarations page as a request to cancel a policy unless it is accompanied by a signed written request to do so. This is required as it serves as an official record to confirm the insured’s intent and ensures  that the policy is cancelled on the correct effective date. If Ms. ****** signs and returns the enclosed cancellation request form, we will be happy to adjust the cancellation date to 09/19/2022 as requested. The form can be returned via email to *******************

  Should you have additional questions, please do not hesitate to contact me.

  Sincerely, 

  ******** ******* 

  Senior Compliance Analyst 

  ###-###-#### 

  **************************** 

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

  
  

  Customer response

  11/21/2022

  The response from Grange does not address the primary objection that I raised in my initial complaint. To wit, the Grange Insurance agent informed me that signing the form would be me giving Grange authorization to REINSTATE my former policy.  As such, I would be financially liable for the "earned insurance premium."   This would make me legally responsible for a product that I do not desire and which I have long since replaced with another company.  That company emailed proof of the same to Grange Insurance.  This is unacceptable for several reasons. 1) I do NOT desire to reinstate a policy that I already asked be canceled. 2) I am not responsible for paying for insurance that I did not request.  For Grange to say that they automatically renew insurance even though the customer did not request it and in fact, requested that it be cancelled, is to FORCE that customer to retained their service and to FORCE that customer to pay for a product that they do not desire. I have spoken with legal counsel and other major insurance company representatives who informed me that Grange's request for me to sign a document giving them permission to reinstate my former policy is not in line with good legal practices nor the policies of major insurance companies.  All have told me that my simple request that the policy be cancelled, which I made prior to September 19, 2022, should be more than sufficient.  Moreover, my current insurance provider gave Grange written proof of insurance for the period that Grange in charging me an "earned premium."  Clearly, I do not need, nor have I requested TWO insurance policies for the same vehicle for the same period. Grange Insurance insistence that I pay an earned premium for a period after I had cancelled their insurance is analogous to Ace Hardware sending me a bill for a riding lawn mower that I did not request because I had purchased one from them in the past.  No company has the right to FORCE a previous customer to purchase from them.  American jurisprudence does not allow for a company making a customer a "captive buyer" who can only cease purchasing from that company when the company desires. 3) Moreover, Grange's request for an "earned premium" appears spurious for the additional fact that the amount changed between their first and second request.  Should not insurance for the same period be the same amount?  Something is rotten in the state of Denmark!

  
  

  There have been other instances where Grange Insurance has offered very poor customer service and made errors on my account.  For months, Grange did not send me a bill.  When I called to inquire, their representative informed me that they had "glitches"  which affected their billing system.  When I inquired about the amount of the bill being more than the usual payment, the representative informed me that the glitches had affected their bill payment system as well.  It took months of going back and forth with Grange to finally get the error corrected and to be charged the right amount.  Needless to say that this incident does not leave me with any confidence in statements that Grange representatives make about payments.  

  
  

  My current insurance company, which is one of the largest in America with a high rating and excellent customer service, informed me that they NEVER request that a customer sign a form giving them permission to reinstate a policy that a customer has requested to be cancelled.  They further informed me that even if the the policy automatically cancels for non-payment that they are able to simply go into their system and modify the date to reflect the day that the customer wanted the policy cancelled.  Cannot Grange Insurance do the same?  I have made my request to cancel their insurance on September 19, 2022 known to them verbally, in writing, and now through a third party - the Better Business Bureau. To validate that I cancelled Grange Insurance, my current insurance company provided Grange with a declaration page clearly proving that I was covered by their company on September 19, 2022 forward which is the period for which Grange has charged me an "earned premium." Obviously, I do not need two insurance policies for the same vehicle for the same period!

  
  

  Grange Insurance has NOT satisfied my original complaint. I again demand that Grange rescind their request for an "earned premium" for the period September 19, 2022 forward and remove any of the varied amounts that they charged me for this period from my previous account and record immediately.

  
  

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

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have an insurance policy with this company. On august 4th our ceiling fell inside of our living room, submitted it to the insurance. We did receive a check for the ceiling.We did not receive a check for furniture We submit pictures of our furniture and a list and cost of the furniture multiple times through email and text messages.we found it difficult to speak with our agent. We called multiple times. We lost furniture and area rugs

  

  Business response

  11/09/2022

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

  Thank you for allowing Grange Insurance Company the opportunity to respond to ******* ******** inquiry.  Grange Insurance Company provides a Homeowners policy for ***** ******. This claim was filed on August 3,  2022, with the same date of loss. The facts of loss were a ceiling in the dwelling collapsed, causing damages to  the structure & some personal property. A coverage investigation ensued & coverage was applicable. 

  Payments were issued to the complainant on September 16, 2022, for the structural damages in the amount of  $1,777.92 & $470.43 for the repairs to the ceiling, as outlined in the complaint. A damages contents list was  received, totaling $800.00. Payment of $856.00 ($800.00 x 7% tax) was issued on November 7, 2022. 

  Grange Insurance Company contacted the complainant on November 7, 2022, & issued payment for the contents  damages. This complaint has been resolved with & communicated to the complainant. 

  Please feel free to call me with any questions at the number listed below. 

  Sincerely, 

  ****** ****** 

  Claims Manager 

  Phone: ###-###-#### 

  Fax: ###-###-#### 

  Email: ***************************

  
  

  Customer response

  11/15/2022

  I did speak with Jeff over email. Jeff says he sent a check through email, but I never received it. I notified him on Monday that I never received the check he instructed me that he will mail a check and it should be here in 7 to 10 business days. 
  Regards,
  
  ******* ******

• Initial Complaint

  10/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ended my car insurance with agent ***** ******* on 9/30/22. He failed to submit the paperwork to grange at all. Multiple attempts to call and email were for naught. He never relied. When he finally replied by email he stated that he was no longer associated with grange. I had called grange twice prior to 10/20/22 and i have proof on my phone records. I had my new agent email and i emailed to state i was cancelling policy. I waited 3 weeks and still no refund of overpayment of premiums. I called on 10/20/22 to find out that old agent had never filed paperwork to cancel policy and that they still showed it was active and they were going to take out MORE money on 10/23/22 which they did ($273.03-ten dollars more than premiums should be anyway). They claimed i had no way to prove i had called previously and were rude to me (****** *******) and ***** ****** is also dragging her feet saying i have to call my bank and tell them the funds take out are fraudulent rather than have them refund me the money expediently. I have proof that both myself and my new agent emailed my former grange agent on 9/23/22 to let him know i wanted my policy canceled on 9/28/22. Grange has been negligent in refunding the premiums overpaid and greedy in continuing to charge for premiums not owed.

  

  Business response

  10/26/2022

  October 26th, 2022

  
  Better Business Bureau
  Attn: ********* **********
  1169 Dublin Rd
  Columbus, OH 43215

  
  Re: Complainant: **** ****
  Name of Insurer: Grange Indemnity Insurance Company
  File/Case#: ********
  Policy Number: *******

  
  Dear Mrs. **********,

  
  Thank you for allowing Grange Mutual Casualty Company the opportunity to respond to Mrs. ****** inquiry.

  
  On October 21st, 2022, we received a cancellation request for policy *******. We processed the cancellation effective 09/29/2022. I attached a copy of the cancellation. A refund of $477.11 will be sent by mail.

  If you have further concerns or questions, please contact me.

  
  Sincerely,
  *** *******
  Sales Operations Manager
  Phone: ************ *****
  Email: ****************************

  Customer response

  11/21/2022

  
  **** **** **************************
  Thu, Nov 17, 8:44 PM (4 days ago)
  to Disputeresolution
  
  What they’re not telling you is they’re also sending me a bill for $273 demanding I pay it immediately. I want a response saying i don’t owe that. 
  **** ****

  

  Business response

  11/21/2022

  November 21, 2022 

  Better Business Bureau 

  Attn: ********* ********** 

  1169 Dublin Road 

  Columbus, OH 43215 

  Re: Complainant: **** **** 

  Name of Insurer: Grange Indemnity Insurance Company 

  File/Case#: ******** 

  Policy Number: PA3 ******* 

  NAIC: 10322 

  Dear ********* *********** 

  Thank you for allowing Grange Indemnity Insurance Company the opportunity to respond to Ms. ****** follow-up inquiry. 

  As noted in the response of 11/16/2021, the unearned premium balance of $273.03 is still owed by Ms. ****. The  unearned premium balance of $477.11 which was returned to Ms. **** on 10/22/2022 included the installment payment  made on 10/20/2022 for $273.03. Please refer to the earned premium calculations and the billing and payment history  which was enclosed with the previous response.  

  The disputed charge request for $273.03 was not received until 11/03/2022, after the refund had already been  disbursed. However, the disputed charge was automatically processed and that amount was refunded directly to Ms.  ****** bank account. Therefore, the $273.03 was returned to Ms. **** twice; once directly to her bank account via the  disputed charge and again as it was included in the $477.11 refund check. This is why Ms. **** is being billed for the  $273.03.  

  We hope that this explanation provides additional clarity to Ms. **** as to why she is being billed for $273.03. Should  you have additional questions, please do not hesitate to contact me. 

  Sincerely, 

  ******** ******* 

  ******** ******* 

  Senior Compliance Analyst 

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

  
  

• Initial Complaint

  10/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On July 25, 2022, I sent ********* ********* $162.00 to renew my Inland Marine Policy ******* from my bank via Electronic Funds Transfer. I have use Electronic Fund Transfer many times in the past to pay Integrity my various insurance policies with them. The funds ($162) were returned on August 2, 2022. Near the end of September, I learned that ********* ********* was cancelling my boat policy, that is when I learned that the $162 had been returned in August. I sent them $192.00 On September 30, 2022, to keep the policy in place. The policy was cancelled on Oct, 2, 2022 by ********* *********. Several phone calls to ********* ********* by me and my local insurance, ********* ********* denies any record of either the $162 or $192 payments. As of noon October 10th, the $192 has not been returned and the policy is still cancelled. To ********* *********, where is my $192? And why did you return my $162 payment in full in July? The name and address on their website is; ********* *********, *** ***** **** ******* ********* ** *****

  

  Business response

  10/11/2022

  Thank you for allowing Grange Insurance to reply to this complaint. At this time we have no record of the payment mentioned in the complaint that was returned to the customer. I see all of the other payments from this customer have processed via our electronic lockbox, which is where payments are collected from online bill payment systems.  Using the portal we have to research these payments, I see each payment the customer has made except this one.  The customer’s financial institution should be able to tell them why the funds were returned.

  Customer response

  10/12/2022

  I will check with my bank to see if there is a reason why the checks were returned to aid ********* in their investigation, that will take a few days.  Question for *********, Do you use the same "lockbox" for all your different insurance policies like Auto, Motorcycle and Inland Marine?  Have you changed the lockbox account in the last year for Inland Marine.  Side note: The $192 payment was refunded to my account this morning  October 12, 2022
  
  Regards,
  
  ***** * *******

• Initial Complaint

  10/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My son was involved in a minor accident with a Grange policyholder. The Grange client was cited by Boardman police and fined. ******* **** claims adjuster let me know Grange is above the police department on deciding who is at fault. They are telling me I need to pay 25% of damages for my vehicle when I was not at fault or cited. She said they will pay 75% for damages. I did not ask the Grange policyholder to pull out in front of my vehicle as they were exiting private property. When did insurance companies override state laws?

  

  Business response

  10/11/2022

  
  Thank you for allowing Grange Insurance Company the opportunity to respond to ***** ********** inquiry.
  Grange Insurance Company provides a Personal Auto policy for ***** ******* *****.

  We have completed a thorough investigation of the accident.

  We reached a decision after speaking with both drivers involved and after review of the police report. Mr. ******
  who was the driver of Ms. ********** vehicle admitted to not seeing our insured prior to the impact and of going
  up to five miles over the posted speed limit. It was confirmed on the police report that he was traveling at five
  miles over the posted speed limit. The impact to Ms. ****** vehicle was both doors on the left side. The impact to
  Ms. ********** vehicle is the right front corner.

  
  After careful consideration, it is our position that Mr. ****** who was the driver of Ms. ********** vehicle
  contributed negligence of twenty five percent (25%) for failure to see other party, improper lookout, failure to
  avoid and for driving over the posted speed limit. It was determined our insured driver ***** ***** contributed
  negligence of seventy five percent (75%) for failure to yield when turning right.

  
  We advised Ms. ******** of our liability decision and to file a claim with her insurance carrier as they will also do
  an investigation and can handle her damages at one hundred percent (100%). We explained the subrogation
  process in which we would reimburse her carrier 75%. We explained if her carrier disagrees then they have the
  option of filing Arbitration. We have communicated this decision to Ms. ******** verbally as well as in writing.
  Please feel free to call me with any questions at the number listed below.

  Please feel free to call me with any questions at the number listed below.

  
  Sincerely,
  ****** *********
  Claims Manager
  Phone: ###-###-####
  Fax: ###-###-####
  Email: ******************************

  Customer response

  10/12/2022

  my son was not cited in this accident by the police department.  The Sargent of the traffic department determined ***** ***** was at fault 100% along with police officer at the scene.  Yes ******* car was damaged he pulled out in oncoming traffic from private property obviously without looking left, right, left.  ***** was cited for failure to yield to oncoming traffic. What gives Grange the right to act as the law overriding the police?  Grange is trying to take advantage not of every day people thinking they are above the law.  Grange has not sent an adjuster to determine what damages were done by there clients negligence to yield to traffic causing an avoidable accident.  Grange agents will not tell me anything more than we will accept 75% responsibility.  I have asked multiple times 75% of what-to no avail.  If they are accepting 75%  then they know their client is at fault and once again they are looking to take advantage. *** ********* will not speak to me, email only.  Larinda the other agent is very aggressive and rude and told me to contact an attorney.   End of the day ******** did not pull out in front of ***** as you see on the police report . ******** was within 5 feet when ***** ***** pulled out of private property.  Tell me how are we responsible for 25% of an avoidable accident if ***** was watching oncoming traffic pulling out from private property(gas station). Grange's client caused the accident why would my insurance company be involved unless we are suing?  I want what's fair and right nothing more.  Grange agents has caused undue stress in this situation on multiple levels.  I have never been in a situation where the at faults insurance company doesn't send a adjuster to assess the damages.
  
  Regards,
  
  ***** ********

  

  Business response

  10/19/2022

  Whom it May Concern,

  I have reviewed your request for additional information based on the response from the Complainant.
  

  We did complete a thorough investigation, which included a review of the police report and obtaining facts of loss from both drivers involved.   As an insurance company we do have the right to place comparative negligence against a third party involved when it applies. We gave a detailed response regarding our liability decision in our last response and the reasons behind it.  Our liability decision has not changed based on this information.  
  
  “After careful consideration, it is our position that Mr. ****** who was the driver of Ms. ********** vehicle contributed negligence of twenty five percent (25%) for failure to see other party, improper lookout, failure to avoid and for driving over the posted speed limit. It was determined our insured driver ***** ***** contributed negligence of seventy five percent (75%) for failure to yield when turning right.”
  
  We have advised Ms. ******** previously and as mentioned in our original response, she will need to file a claim with her insurance carrier, they will also do an investigation and can handle her damages at one hundred percent (100%). If her carrier disagrees then they have the option of filing inter-company Arbitration.
  
  Please feel free to contact me with any questions.

  Thank you,

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

  Claims Manager

  614-593-7218

  Customer response

  10/23/2022

  This accident would not have happen had Mr. ***** stopped, looked, and waited for passing cars before pulling out. That is basic driving skills not practiced by this driver. It was not at a red light, it was not at a stop sign. There was zero reason for Mr. ****** to be watching or slowing for cars to be pulling out. As such is also demonstrated in the police report. The police as well as Mr. ***** admitted fault at the accident. The fault lies 100% with Mr. ***** because you can NOT pull out of a parking lot into a road in front of on coming traffic. The diagram in the police report also shows there was not possible way for Mr. ****** to avoid Mr. Potts. As an insurance company representing a client at fault you are responsible for 100% of the damages. At this point you would think they would be grateful Mr. ****** was in an old vehicle and not in something that would cost this company more. We would love for the stress of all of this to be done. Hopefully Mr. ***** will look before pulling out in front of on coming traffic in the future as this could have been much worse. I have never experienced the lack of professionalism from an insurance company in my life. It is simply a shame this company is fighting a black and white case. 

  Regards,

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

• Initial Complaint

  08/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Not worthy of the 1 star I have to give. Reading through the complaints appears I am not the only one. We also filed a claim 7 weeks ago, received 1 phone call to my husband while at work. He requested a call back. We tried to contact daily for weeks with no response or return call. Today get a letter in the mail saying a new representative for our claim. Can not imagine if we needed immediate assistance what we would of done. Their total disregard of us was beyond unacceptable. Have had a policy for well over a decade with a high premium and this response to our claim, never imagined. Worst customer service, consumer beware. Every time I ask about the poor communication am told that person was on vacation, they were out of the office and etc. First adjuster who now has been out of office for a month offered $1300 as our worth of items lost, never requesting photos, receipts, inspecting damage or any information. Just random number pulled from who knows where. Which would not cover the replacement of even one of the items. After no response we replaced the items. Now 2 months later they request the info, what a joke do they really think we would go 2 months with those items still sitting in same position not repaired and replaced.

  

  Business response

  08/30/2022

  Grange Integrity Insurance 

  
  

  Grange Enterprise Companies 

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

  August 30, 2022 

  
  

  Ms. ********** 

  BBB Dispute Resolution Team 

  Attn: ********* **********

  Columbus, OH 43206 

  
  

  Re: Complainant: ******** ****** 

  
  

  Name of Insurer: Grange Insurance Company of Michigan

  File/Case Number: 17784013 

  Policy Number: TH 6749044 12 

  Claim Number: ZHM003463026

  NAIC: 11136 

  FEIN: 31-1769414 

  
  

  Dear Ms. **********, 

  
  

  Thank you for allowing Grange Insurance Company of Michigan the opportunity to respond to ******** ******** inquiry. Grange Insurance Company of Michigan provides a Homeowners policy for ***** ******. Grange contacted Ms. ****** on July 14, the day after the claim was reported, to confirm the facts of loss. We were advised the customer's agent had a list of the damaged items. The agent provided the list to us on July 21, 2022. 

  
  

  We contacted Mr. ****** on July 26 to discuss settlement but were advised to hold off on payment due to ongoing work with Best Buy. On August 10 the claim was reassigned to ***** ***** due to an extended absence of the original adjuster. ***** was able to make contact with Ms. ****** on August 26 to check the status of payment authorization.. We have updated the list of items damaged with the assistance of Mrs. ****** and are pending her response to our latest correspondence on August 29 to issue an additional payment.

  
  

   Please feel free to call me with any questions at the number listed below. 

  
  

  Sincerely, ***** Gulker 

  Claims Manager ****** ************ **** ************ ****** *************************** 

  LTR CLM-0040 

  
  

  Customer response

  09/08/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 17784013
  
  I am rejecting this response because: We rejected the offer and stated we needed to discuss more in depth during morning business hours since Mr. ****** works evenings. He stated we had additional coverage through Bestbuy, we were not pursuing as advised by our multi policy insurance agency. We tried repeatedly to contact originally assigned agent with no response.  Since no communication could be made and the $1300 settlement would come no where near our replacement coverage.  We then used our insurance we purchased with best buy on some of the items since they had coverage. Had to downgrade in quality on the receiver but the other items were able to be repaired replaced with equal merchandise. Luckily we had also purchased geek squad and the labor for install/ haul away was covered. And we paid out of Pocket for the items not purchased through Best buy to replace.

  
  

  On Aug 25th received a 2 line letter in the mail regarding the change of adjusters. At this time we had all items replaced since been many weeks and BestBuy outstanding service and assistance. Started the process with new agent.  Until this time no one had inspected, requested receipts serial/model numbers nothing just assigned a random value that was far below actual.  Provided receipts Aug 26th on what was done to have working equipment again.  Was offered $458.67.  We rejected that asking again for a breakdown how that amount was reached and provided all information available.  Once I stated I will no longer maintain coverage the new response was a apology email for the error on replacement cost, as our policy states. Not once did anyone review our policy in this time for the coverage type we purchased.  Best Buy repaired and covered $3000 of the damage and we accepted the majority of the difference from Grange to cover our out of pocket in the amount of $1914.56.  
  
  Regards,
  
  ***** ******

  

  Business response

  09/12/2022

  A check in the amount of $1914.56 was issued on 9/6/2022.  It appears all outstanding items have been addressed.  Please advise if there are any additional items to be reviewed. 

• Initial Complaint

  08/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the most worthless insurance company in the entire United States. We have had a claim open since Mid April 2022 and we struggle all the time trying to get the claims adjuster. ******** ****** to answer emails or return phone calls.

  My husband has sent over a 23 emails with an answer to 4 or 5 of them and have called her dozens of times and have left messages and have gotten one call back. This is absurd that this lady and company would do this.

  Our insurance agency tried to help but upon finding out we might leave the company after this fiasco, their approach was the same as this incompetent lady, and told us to deal with it on our own. We bought insurance through an insurance agency and were in the hopes they would help, in the beginning our insurance agents did but then left us out in the dark.

  We have not contacted engaged our attorney yet because we are in the hopes this gets fixed, but this lady and insurance company is a freaking joke. We went for over 30 days without Mrs ****** talking to us or updating us while she was out on a stroll, vacation or whatever it is. It took us over 2.5 months to get payment for something that we didnt cause. We got rear ended and the other parites insurance agency, also a joke, did not want to pay for damages and we were force to get our insurance engaged. Even a subrogation still exhausting with these clowns. They refused to pay asking price of what the body shop (authorized by range rover) and kept trying to negotiate prices.

  Guess what? Mrs ****** once again disappeared and left others to do her job just like now, we need her to pay for the rental charges (going on 4 months now), and she wont return our calls or emails. I dont know what else to do and I will probably be forced to engage our attorney, this will cost them so much more money then the initial request.

  What blows my mind is that this is a subrogation claim and this incompetent person wont even help. I have all the documentation of us trying to reach her.

  

  Business response

  08/10/2022

  ******************
  Thank you for allowing Grange Indemnity Insurance Company the opportunity to respond to ****** ***'s inquiry.
  Grange Indemnity Insurance Company provides a Personal Auto policy for ****** * ***.

  
  I had an opportunity to talk to Mrs. *** at length and thanked them for the candid feedback regarding their claim
  experience with their shop of choice's charges as well as the opportunities related to the adjuster responding in a
  more timely manner.

  
  We secured the receipts for the out of pocket rental expenses incurred that were in excess of their rental limits.
  We have alerted our subrogation department and have asked that they submit these receipts to the at fault
  driver's carrier for consideration as part of our subrogation demand. I also provided them with my direct phone
  number should any questions arise in the future so they could contact me personally to answer any questions
  they might have.

  
  Please feel free to call me with any questions at the number listed below.

  
  Sincerely,
  ***** ******
  Claims Manager
  Phone: ###-###-####
  Fax: ###-###-####
  Email: ***************************

*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. ↩