ComplaintsforGrange Enterprise Companies, including Grange and Integrity Insurance

• Initial Complaint

  07/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new car in October 2021 and while closing on the car I contacted my agent ****** ****** ********* ********* *********** ** to get the coverage from the old vehicle to the new. She said there would be a small increase from $176.84 and there would be a little more for the first month than go back down. On 11.24.21 a payment of $193.41 occurred, the following month on 12.24.21 they withdrew $177.52. This is after reviewing bank statements after the fact. As I was dealing with my newborn on 12.24.21, so I was preoccupied. It was getting to end of policy so I contacted ****** about a new rate and she never got back to me ( she left the company). I did my own shopping around and found a much better rate with ********. They sent a notice of cancellation a month in advance to be effective 6.22.22. I went to go check on the policy number *** ******* and discovered that they still had my old vehicle listed on the policy, I called ********* to fix this, they blame *********, ********* blames *********. I go to check on the policy cancellation, ********* did not get the notice, they claim. They blame *********, ********* blames ********* and ********. In the process I notice a charge for $729.13. They want to charge me for the period my vehicle was not covered. Plus since they did not cancel the policy on time and they could not stop the withdrawal I was forced to spend $25 dollars on a stop payment fee. Now I get A second notice, I never received a first, wanting $153.50 for earned premium. This company made constant mistake I should not pay for there mistake and poor service. $25 for stop payment was $25 too much as it was. They are trying to take money from new parents needing to buy formula, diapers, clothing and accessories for a newborn. What a cold heartless company.

  

  Business response

  07/29/2022

  **************
  Thank you for the opportunity to respond to Mr. ******** inquiry.
  Mr. ******** personal auto policy, *** ******* was written with an original effective date of 05/19/2021. The total policy premium was $1,049.09.
  On 10/23/2021, the policy was amended to replace the 2009 Nissan Cube with a 2022 Kia Seltos. This amendment increased the total policy premium to $1,157.34. Most changes will automatically carry over to the renewal term. However, in this case the renewal term effective 11/19/2021 had already been issued in the system. When this occurs, the amendment must be manually applied to both policy terms. It appears that this manual entry to the renewal term was inadvertently missed by the agent representative.
  Mr. ******** agent representative notified our company on 05/21/2022 that the 2009 Nissan Cube was still listed on the policy. At that time, the policy was corrected to replace the 2009 Nissan Cube with the 2022 Kia Seltos effective 11/19/2021. This increased the total policy premium from $1,053.13 to $1,163.18 for the policy term effective 11/19/2021. The error was also corrected on the policy term effective 05/19/2022. This increased the total policy premium from $952.73 to $1,083.54 for this policy term.
  Our records indicate that the policy was cancelled per the insured’s request on 06/23/2022 effective 06/22/2022. There is an earned premium balance for coverage provided between 05/19/2022 and the cancellation date of 06/22/2022. As a courtesy for the inconvenience caused by the entry error on Mr. ******** policy, we have waived the earned premium balance and his account is settled.
  We sincerely apologize to Mr. ****** for the confusion. Please contact me should you have additional questions.
  Sincerely,
  
  ******** *******
  Senior Compliance Analyst
  Phone: ###-###-####
  ****************************
  *** ********* ********* *** ******* *** ** **** ******* **** *** ***** ********* ** **********
  ###-###-#### · *******************

  Customer response

  08/04/2022

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

  Customer response

  08/19/2022

  From: **** ****** <********************>
  Date: Fri, Aug 19, 2022 at 1:55 PM
  Subject: Re: Complaint 17628860 against Grange Insurance
  To: ********* ********** <*******************************>
  
  
  Dear *********
  
      I received a bill from Integrity on August 15th 2022, dated August 8th 2022, regarding Earned Premium Final Notice.
  More than a week after the letter form you in which they agreed to settle the account.
  
  I called Integrity the next day and talked to a billing agent. (I don't remember her name.) I explained the situation to her, and gave her the name of Jonathan ******* mentioned in your letter representing Integrity. She dismissed this and claimed I still owed them the money. I explained again on the agreed settlement and she got snippy with me and asked if I knew what an earned premium was? I got snippy back and asked "do you know what it means that my wife and new born were riding in an uninsured car for seven moths?"
  She than said she would contact Firehouse about a "Agent Write Off Request".
  I have not heard from either agency.
  
  I am sending copies of the Second and Final notice, (I never received a first.)    Please note the dollar amount changed from $153.50 to $112.05.
  
  They are also threatening to send it to collections.
  
  This is not an isolated incident, this is the fifth time I have had issues within the year I was with this company.
  
  I hope this can be quickly resolved. 
  
  **** ******
  

  
  

  

  Business response

  08/22/2022

  August 22, 2022

  
  Better Business Bureau
  Attn: ********* **********
  1169 Dublin Road
  Columbus, OH 43215-1005

  
  Re: Complainant: **** ******
  Name of Insurer: Integrity Property & Casualty Insurance
  Company File/Case#: 17628860
  Policy Number: *** *******
  NAIC: *****

  
  Dear ********* **********,

  
  Thank you for the opportunity to respond to Mr. ******’s follow-up inquiry.

  
  Our records confirm that the earned premium balance was waived on 07/27/2022 at the time Mr. ****** submitted his initial
  complaint with the Better Business Bureau.

  
  We recently went through an extensive upgrade to our billing system and did experience a few defects. It appears that Mr. ******’s
  policy was impacted which created the additional earned premium balance of $112.05 he referenced in his follow-up complaint.
  Our Billing department confirmed that this additional balance has been waived. Additionally, we have applied a credit of $25.00 to
  his account for the stop payment fee he incurred with his bank. This refund will be disbursed shortly.

  
  It should be noted that Mr. ****** was never left uninsured. Had a loss occurred during the timeframe where the incorrect vehicle
  was listed on the policy, we would have identified and corrected the error so coverage could be provided.

  
  Integrity Property & Casualty Insurance Company apologizes to Mr. ****** for the confusion and inconvenience he has
  experienced.

  
  Sincerely,
  
  ******** *******
  Senior Compliance Analyst
  Phone: ###-###-####
  ****************************
  671 S.

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During the month of June, my family and I were almost hit by an individual avoiding the police and refusing to pull over. The individual started driving towards my vehicle that had my husband and 5 month old child in it. I had no choice but to hit the ditch that was on the side of the road to prevent any serious injuries. My car was taken to carls collision in lyles tn where it has been sitting for a month.

  The collision center stated that the are only needing one part. The part they need is a shutter, which they ordered brand new from nissan for $500.00 and were going to get it put in so I could get my car back.

  Grange has refused to pay for the part and told carls collision they found an off market piece for 200.00 that was cheaper. The mechanic at Carl's Collision stated that the cheaper part they are needing has not been signed off on yet and that the part is not of good quality more than likely. Grange also stated that my rental coverage ends tomorrow on 07/26/2022 and they refuse to extend it anymore.

  I have no car to get to and from work nor have a way to take my child to and from care while I work. My husband and I have made multiple attempts to contact our claim adjustor and have gotten no where and have heard nothing. The mechanic from carls collision has has stated that they have tried multiple times to get in touch with kyra trainor who is our claims adjustor and has not heard anything.

  I am very displeased and upset and am to my wits end. This has provided nothing but emotional damage and mental damage. Grange also stated at one point they didn't have the police report and then turned around and stated they did.

  I am look for this issue to be resolved.

  

  Business response

  07/28/2022

  Grange Integrity Insurance 
  
  Grange Enterprise Companies **** *** ***** ****** ******* ** ***** 
  
  July 28, 2022

  
  Better Business Bureau **** ****** ** ********* ** ********** 

  
  Re: Complainant: ********** **** 
  Name of Insurer: Trustgard Insurance Company File/Case Number: 17622439 Policy Number: PA3 4727509 03 Claim Number: ZPA003453099 NAIC: 40118 FEIN: 41-1405571 
  To Whom It May Concern:

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

  
  The concern in this matter is the rental limits being exhausted. 

  
  Timeline of claims handling: 
  Date 06/17/2022 06/18/2022 06/20/2022 
  06/23/2022 
  06/30/2022 
  

  Event Date of Loss 
  

  Loss Reported to Grange First Contact made with Complainant. We spoke to the complainant and went over the facts of loss and next steps in the process. 
  The complainant dropped the vehicle off at shop of choice and rental was set up on this day. The shop was to send us an assessment of the damages. We contacted the shop for status as we did not have any estimate or photos. 
  

  They would send over to us. 
  

  We received the estimate from the shop that included some items that were not related to the loss. We explained what was covered and they would make amendments. 
  The shop submitted amendments along with another supplement. We issued payment for the original estimate less the $500.00 deductible in the amount of $1230.90 and supplement of $775.19. The police report was also received. We spoke to the shop and they advised they are waiting on parts. We updated our insured and notified them of the upcoming limits for the rental being July 26th. 
  07/05/2022 
  07/12/2022 to 07/15/2022 
  07/19/2022 
  LTR CLM-0039 
  Page 1 of 2 
  

  07/21/2022 to 07/22/2022 
  We reviewed the police report and prepared file for subrogation once the claim 
  is concluded and final payments are issued. 

  
  We reviewed concern with shop about a part not being available and approved the OEM part and issued supplement payment in the amount of $171.72. 
  07/25/2022 to 07/26/2022 

  
  We have fulfilled our policy obligations for rental in this matter. There were no material delays on our part. The shop took 8 days to get us an initial estimate and then took another 6 days to get us amendments after we discussed them. We do apologize for any communication about the police report however that is not material to the rental situation. We will be pursuing the at fault party once the rental payment is issued. Please feel free to call me with any questions at the number listed below. Sincerely, 
  James Kozakiewicz 

  
  Claims Manager Phone: 800-422-0550 Fax: 800-718-0595 Email: [email protected] 
  LTR CLM-0039 
  
  

  
  

• Initial Complaint

  07/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Grange insurance took advantage of my mother that is 89 years old with hearing a disability she filed a claim on her rental property she has had for 45 years ( which she never in 45 years filed any claim. Adjuster came out said they will only pay 1 tenth of the claim. We as a family believe she was taken advantage of due to her hearing loss and did not understand because of her age

  

  Business response

  08/02/2022

  *************
  Thank you for allowing Grange Insurance Company the opportunity to respond to ***** ********** inquiry.
  Grange Insurance Company provides a Homeowners policy for **** ***** ********. Ms. ******** presented a
  claim for damage to the gutters on the dwelling from a weather related event.

  
  The loss presented by Ms. ******** was inspected and compensation was provided to Ms. ******** for the
  observed damage to the gutters from wind. No additional covered damage was observed and no additional
  compensation can be provided to Ms. ********.

  
  Timeline of claims handling:

  
  Date Event

  
  05/25/2022 Date of Loss

  
  06/06/2022 Loss Reported to Grange

  
  06/06/2022 First Contact made with Complainant. Contact was made with **** *****
  ******** by the assigned adjuster, Avery Jordan. Ms. ******** advised she
  had storm related damage to her gutters and downspouts. The adjuster
  assigned an inspection to **** *** to address the damage and its cause.

  
  06/09/2022 to 06/09/2022 **** *** inspected the loss location. The inspection found no damage
  caused by wind or hail to the dwelling or detached garage elevations or roof
  coverings. The inspection did find damage caused by wind to the gutters and
  downspouts on the left side of the dwelling.

  
  06/10/2022 to 06/10/2022 The adjuster prepared an estimate based on the scope of information provided
  by **** *** to replace the gutters and downspouts on the left side of the
  dwelling. Payment was provided to Ms. ******** in the amount of $272.72.
  This is based on the estimate amount of $772.72 less Ms. ********’s $500.00
  policy deductible.

  
  LTR CLM-0040 Page 2 of 2

  
  07/12/2022 to 07/12/2022 Ms. ********’s daughter, ***** ********, reached out to the adjuster and
  claims manager regarding the loss. ***** ******** advised they had two
  estimates from contractors to replace all the gutters, each totaling more than
  $6,000.00. ***** ******** advised the contractors stated all the gutters
  needed to be replaced and a repair was not possible.

  
  07/12/2022 to 07/20/2022 ***** ******** was advised the inspection and evidence supported
  replacement of the one side was possible for the isolated damage and all the
  gutters would not need to be replaced. ***** ******** was advised she could
  provide the estimates/invoices for our review and we could speak with Ms.
  ********’s contractor.

  
  07/20/2022 to 07/20/2022 The contact information for Ms. ********** contactor was provided to the
  adjuster. The adjuster followed up with the contractor, ******. ****** advised
  the gutters and fascia on the front of the dwelling were damaged due to the
  weight of ice and snow. ****** indicated the back gutters were coming off. No
  additional damage was noted.

  
  07/20/2022 to 07/20/2022 ****** did not advise the gutters could not be repaired. ****** indicated Ms.
  ******** was advised by the adjuster to replace all the gutters.

  
  07/26/2022 to 07/26/2022 The adjuster spoke with the **** *** inspector, ******* ********. Mr.
  ******** stated he did not advise Ms. ******** to replace all the gutters. Mr.
  ******** stated the roof was not damaged by wind or hail. The only damage
  found to the roof covering was from wear and tear.

  
  07/26/2022 to 07/29/2022 The adjuster followed up with ***** ******** and advised of the findings. The
  adjuster also advised the claimed damage by Ms. ********** contractor from
  the weight of ice and snow is a separate occurrence from this claim for wind
  damage and is not a listed covered peril within the policy. A partial denial letter
  was sent for the observed wear and tear.

  
  Our inspection found wind damage to the gutters on the left side of the dwelling. No additional damage was found to
  the gutters or the dwelling caused by wind or a covered cause of loss. Ms. ******** has been provided payment for
  the covered damage and no additional compensation is warranted. I have provided a copy of the inspection report,
  payment letter/estimate, declarations page, denial letter, policy and applicable endorsements. Please let me know if
  you need any additional information.

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

  
  Sincerely,

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

• Initial Complaint

  06/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  **** is the only option I have to deal with regarding a claim against another driver in an accident on 6/11/2022 **** has hung up on me multiple times and failed to provide me with a rental car and repair authorization of my totally disabled vehicle in which the at fault party insured through grange has damaged, I will now be missing work and thus losing pay and bonuses due to her malicious negligence

  

  Business response

  06/20/2022

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

  The issue at hand is the complainant's concerns about discussing and moving forward with the claim. 

  The claim was reported to us on June 13th. We did not have information to contact the complainant. The passenger in the vehicle reached out to us on June 15th via email and we advised we needed to speak with the complainant to verity the facts of loss, complete our liability investigation, and go over the process with same. We spoke to the complainant directly on June 16th and have accepted liability for this loss and have set up vehicle repairs and rental. 

  We had no direct communication with the complainant prior to receiving this complaint nor did we hang up on the complainant. Please feel free to call me with any questions at the number listed below. Sincerely, ***** *********** 

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

  LEIE 

  

  Business response

  08/12/2022

  Thank you for allowing ******** ********* ******* the opportunity to respond to ******* ********** inquiry. ******** ********* ******* provides a Personal Auto policy for Jordan Knight. 

  
  We are responding to update you on the repair concerns. 

  
  The complainant took the vehicle back into the shop to address the door repair. The shop completed the rework and the complainant picked the vehicle back up and was happy with it. The work was completed at one of our ******* ****** ***** and we do supply a lifetime warranty on the workmanship while the complainant is the owner of the vehicle. 

  
  The rental was paid for though July 26th but he had the car through July 29th. I do see where he was charged $84.65 for those extra days so we have issued a payment today direct to the complainant to cover those extra days. We issued the payment via electronic payment and the complainant should receive an email from the payment vendor *** **** in the next day or two. He can choose how we wants to be paid including direct deposit. 

  
  We have paid for our obligations for vehicle repair cost and rental transportation. We do not have control over what type of vehicle is available for rent unfortunately. Please feel free to call me with any questions at the number listed below.

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

  
  

• Initial Complaint

  05/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a claim with my insurance company grange for a new roof back on June 8 2021. My claim no. Is ************. I was told that my roof would be paid for I just had to pay my deductible. They sent out a check to start the work and didn’t want to pay any thing else. The roof was done in September and the roof company did receive anymore payments as of December 2021. I had to hire an private adjuster to work with them to get the rest of the roof paid for. The agent Gary ***** said he wasn’t paying for anything else for the roof. So after months of them going back and forth grange agreed to have the roof appraised and came to an agreement to pay more. I have paid my part of the bill (deductible) and they still owe $1000 that they agreed on to the roof company and are now saying they will not pay that. I never knew that trying to get a new roof would be so hard with an insurance company as big as grange. If I was a new home owner or had to get coverage from them I would ask question about the roof coverage before the try to pull one over on you and leave you with a high bill that you never thought you have to pay. All I want them to do is pay the amount they say they would and pay the $1000 which is still owed to me.

  

  Business response

  05/31/2022

  Grange Integrity Insurance Insurance Grange Enterprise Companies **** *** ***** ****** ******* ** ***** TEMP-RETURN SERVICE REQUESTED May 27, 2022 Ms. ********* ********** BBB 1169 DUBLIN RD COLUMBUS, OH 43215-1005 Re: Complainant: ****** ****** Name of Insurer: Grange Indemnity Insurance Company File/Case Number: ******** Policy Number: HM 4543310 01 Claim Number: ************ NAIC: 10322 FEIN: 31-1432675 Dear Ms. ********* **********, Thank you for allowing Grange Indemnity Insurance Company the opportunity to respond to ****** ******** inquiry. Grange Indemnity Insurance Company provides a Homeowners policy for ****** J ******. We have completed our review of Mr. ******** claim including the appraisal award dated March 2022. This appraisal award was agreed to by Mr. ******** appraiser. Please review the timeline of our claims handling below. Timeline of claims handling: Date Event Date of Loss 06/08/2021 07/13/2021 07/15/2021 07/21/2021 Loss Reported to Grange First Contact made with Complainant. Mr. Gary ***** spoke to Mr. ****** ****** about his claim. Mr. ****** indicated the wind removed a few shingles from his roof. Mr. ***** set an appointment to inspect the home for 7/21/21. Mr. ***** completed his inspection and verified wind damage to the roof of Mr. ******** home. Mr. ***** prepared an estimate for the roof replacement and explained Mr. ******** Actual Cash Value payment based on his policy provisions. An Actual Cash Value payment of 5326.95 was issued. Mr. ***** received a supplement for Mr. ******** roof from Mr. ***** Monday, Public Adjuster with Indemnity Claims. Mr. Monday indicated to Mr. ***** that the work on Mr. ******** roof has been completed but that the roofer charged Mr. ****** more than our estimate. Mr. ***** questioned Mr. Monday on why additional damages were not presented before work was completed. Mr. ***** sent a copy of the policy to Mr. Monday. 11/24/2021 12/01/2021 LTR CLM-0040 Page 1 of 2 12/10/2021 12/14/2021 to 12/15/2021 Mr. ****** called Mr. ***** for an explanation of his claim payment. Mr. ***** provided feedback on the Actual Cash Value payment. Mr. ***** reviewed the supplement with Mr. Monday and advised that the supplemental items including supervisory hours and additional clean up charges were not warranted and not approved prior to the commencement of the roof replacement. Mr. Monday asked Mr. ***** to make a $5525.15 supplemental payment on Mr. ******** claim. Mr. ***** re-reviewed the supplement and discussed with Ms. ******* Groves, Claims Business Manager. After the review, the position was that the $5525.15 supplement was not warranted. Mr. ***** asked Mr. Monday if he had any additional information to support his supplement request. Mr. Monday asked Mr. ***** about the supplemental payment. Mr. ***** re-stated his position and reviewed appraisal clause with Mr. Monday. Mr. Monday submitted an appraisal request to Mr. Cross. EES was hired as an appraiser by Mr. Cross. EES submitted the appraisal award. A supplemental payment was made in the amount of $2135.88. 12/15/2021 01/06/2022 02/25/2022 02/28/2022 After a full review of the claim, it has been confirmed that the full appraisal award less deductible has been issued to Mr. ****** and Indemnity Claims. We are unable to pay the $1,001.10 in depreciation as the roof surfacing is covered on an actual cash value basis per the terms and condition of the policy purchased by Mr. ******. Please feel free to call me with any questions at the number listed below. Sincerely, ******* ****** Claims Ma***** ****** ************ **** ************ ****** *************************** *** ***** ******** * **** ********* ****** *** ******** **** * ** *

• Initial Complaint

  05/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  POLICY # ************ Grange Insurance raised my homeowner's insurance policy from $1838.00 to $3371.00 per year without giving me a written nor verbal reason. I had no claims made against my policy., and I only had it for one year. I paid the first year an advanced. Now, it is escrowed through mortgage lender. My agent Mr. *** ****** reached out to the underwriter for me, and the underwriter could not give a direct answer as to why the policy increased. This complaint is not against my agent but the actual insurance company Grange. My agent has always been a super nice guy!

  

  Business response

  05/05/2022

  Thank you for the opportunity to respond to Ms. ********* inquiry and address her concerns.
  A review of Ms. ********* policy indicates that the renewal premium increase was due to multiple factors; an overall rate increase taken by our company, a Coverage A increase due to inflation guard, and loss of the Prompt Payer Discount.
  We regularly review rates for our products and make adjustments as necessary. Our rates were most recently adjusted effective in November last year. Many factors are considered when rates are developed for our products and the main factor that heavily influenced our most recent adjustment was the pressure of inflation on our cost to settle claims. Similar to many other insurers, we have experienced an upward trend in loss settlements due to the increased cost of labor and materials.
  In addition to the rate increase, the Coverage A amount was increased due to inflation guard which is built into the policy. Inflation guard is a mechanism that automatically increases the property values on a policy at each renewal to keep up with the rising costs of construction. This is used by most insurers and ensures that policyholders have adequate protection to their home over the course of time.
  Lastly, when the policy was written it included the Prompt Payer discount. However, our records indicate that this discount was removed upon the renewal. Our Underwriting department spoke Ms. ********* agent representative, *** ****** on 05/04/2022 and the Prompt Payer discount was re-applied to the policy. The renewal premium has been revised to $2,392.00.
  We hope that this explanation provides clarity with regards to the premium increase. Should you have additional questions, please do not hesitate to contact me.
  Sincerely,
  
  ******** *******
  Senior Compliance Analyst
  ###-###-####
  ****************************
  *** *** ****** ********* ******** ******* *** ** **** ******* **** *** ***** ********* ** *****

• Initial Complaint

  04/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a car insurance policy with Grange Insurance and called to cancel my policy in April 2021 as I found another insurance carrier with much cheaper rates. I was told to send a written request to cancel via email, which I did on 4/22/2021 as well as an email as written request to remove auto pay and pending scheduled payment. I thought everything had been taken care of until around September 2021 I received a notice of a bill via email that I owed over$2,400.00 on my premium. I sent an email to **** ***, the last person I had correspondence with through Grange. I didnt hear anything else until February 3, 2022 that I still owed. I contacted the agency I went through and he texted back stating he got my voicemail and my policy was indeed canceled and he would take care of it. He also asked me that day to email him a copy of my declarations page from April 23, 2021 and I did. Then March 4th I get a notice of cancelation in the mail so I again contacted the agency and again was told it would be taken care of. Today I go to my mailbox and now have a notice earned premium due $4,962.85. I have every email and text message sent and received and have tried numerous times to get the issue resolved and it still is not resolved.

  

  Business response

  04/15/2022

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

  
  Thank you for the opportunity to respond to Ms. ******* inquiry.

  
  Our records do show that Ms. ***** submitted a written request to cancel her policy effective 04/22/2021. Due to an oversight, the
  policy cancellation was never processed. As the policy was not canceled, it renewed effective 09/23/2021. We have adjusted the
  cancellation date of her policy to 04/22/2021. Ms. ***** will receive two notices of cancellation; one to cancel first policy term
  effective 04/22/2021 and another to cancel the renewal policy term flat, effective 09/23/2021. This adjustment waives the
  $4,962.85 earned premium bill for the renewal term. However, there is earned premium balance due in the amount of $96.81 for
  coverage provided up to the cancellation date of 04/22/2021. Copies of the adjusted notice of cancellation and earned premium
  notice are enclosed.

  
  We sincerely apologize to Ms. ***** for the oversight and any confusion this has caused.

  
  Sincerely,
  
  ******** *******
  ****** ********** *******
  Phone: ###-###-####
  ****************************
  
  Grange Indemnity Insurance Co.
  **** *** **** ********* **** ********** *** *******
  Buckeye Insurance Associates
  ###-###-#### 04/14/2022
  ********
  Cancellation Date: 04/22/2021
  ******** *******
  **** *****
  ******* ******** **** **** ** ************** ** *****
  NOTICE OF CANCELLATION AGENT COPY
  REASON FOR CANCELLATION - INSURED REQUEST
  We are cancelling your Personal Auto insurance policy as of 12:01 A.M. standard
  time on the cancellation date shown above. This is being done in accordance
  with the conditions of your policy and the laws of your state. Please contact
  your agent as soon as possible to make arrangements for other coverage.
  Your Agency Is Policy Number:
  Print Date:
  Agent No.
                                                                                                                                                                                                                                               
  Grange Indemnity Insurance Co.
  **** *** **** ********* **** ********** *** *******
  Buckeye Insurance Associates
  ###-###-#### 04/14/2022
  ********
  Cancellation Date: 09/23/2021
  ******** ******
  **** *****
  ******* ******** **** **** ** ************** ** *****
  NOTICE OF CANCELLATION AGENT COPY
  REASON FOR CANCELLATION - INSURED REQUEST
  We are cancelling your Personal Auto insurance policy as of 12:01 A.M. standard
  time on the cancellation date shown above. This is being done in accordance
  with the conditions of your policy and the laws of your state. Please contact
  your agent as soon as possible to make arrangements for other coverage.
  Your Agency Is Policy Number:
  Print Date:
  Agent No.
  ******
  Please refer to the reverse side formore information.
  Mail this portion with your payment.
  Make checks payable to:
  *********
  ADDRESS SERVICE REQUESTED
  ***************
  Payment Coupon
  Policy Number: *** ******* Due: IMMEDIATELY
  **** ***** * ****** ********
  **** **** ** ************** * ** *****
  Earned Premium Due: $96.81
  Payment Enclosed:
  Due: IMMEDIATELY
  Cancellation Date: 09/23/2021
  Earned PremiumDue: $96.81
  Print Date: 04/15/2022
  Policy Number: *** *******
  
  Grange Auto Earned Premium Notice
  Grange Indemnity Insurance Company
  **************
  *** ******** ********** ******* 0 09/23/2021
  *** ******** ********** ******* 0 09/23/2021
  ****** ********* ******* **** *** ****** *********** ** ********** *****************************************************************
  Vehicle(s) Covered: 2009 Dodg Ram, 2005 Ford Freestyle, 2003 Jeep Liberty, and 2008 Niss Titan
  As of today, our records indicate there is a balance due of $96.81 for insurance coverage we provided up to the
  cancellation date of your policy, which is 12:01 a.m. on 09/23/2021.
  Please give this outstanding balance your prompt attention, and pay $96.81 immediately. Payment of the outstanding
  earned premium balance does NOT reinstate coverage provided by your cancelled policy. Receipt and deposit of your
  payment by Grange or your agent does not reinstate your policy. Any excess funds will be returned to you after a
  reduction for any outstanding earned premium for insurance coverage we provided up to the cancellation date.
  If you have already sent us your payment, please accept our thanks.
  For assistance with your insurance coverage or your bill, please contact your agent ******* ********* ********** at

  ###-###-####.
  Billing and Cancellation Information:
  Payments will be applied to current balance in the following order:
  1. Fees
  · A Returned Payment Fee of $30.00 applies when a payment is not honored for insufficient funds.
  · A Reinstatement Fee of $25.00 applies if the policy cancels for non-payment, including returned
  payment, and reinstatement is approved.
  2. Prior Term Premium Due
  3. Current Term Balance Due

  Customer response

  04/18/2022

  There should be -0- balance due,  not $96.81. My monthly premium was auto drafted every month and my month ended on the 22nd every month and was paid through April 22, 2021. So, until Grange sends me a detailed explanation of why there is a balance still due, I'm not accepting this resolution.

  
  Regards,
  
  **** *****

  

  Business response

  04/19/2022

  Thank you for the opportunity to respond to Ms. ******* inquiry.

  
  Our records do show that Ms. ***** submitted a written request to cancel her policy effective 04/22/2021. Due to an oversight, the
  policy cancellation was never processed. As the policy was not canceled, it renewed effective 09/23/2021. We have adjusted the
  cancellation date of her policy to 04/22/2021. Ms. ***** will receive two notices of cancellation; one to cancel first policy term
  effective 04/22/2021 and another to cancel the renewal policy term flat, effective 09/23/2021. This adjustment waives the
  $4,962.85 earned premium bill for the renewal term. However, there is earned premium balance due in the amount of $96.81 for
  coverage provided up to the cancellation date of 04/22/2021. Copies of the adjusted notice of cancellation and earned premium
  notice are enclosed.

  
  We sincerely apologize to Ms. ***** for the oversight and any confusion this has caused.

  
  Sincerely,
  ******** *******
  ******** *******
                                                                                                                                                                                                 
  ***************************
  Cancellation Date: 04/22/2021
  ******** *******
  **** ***** ******* ******** **** **** **
  ************** ** *****
  NOTICE OF CANCELLATION AGENT COPY
  REASON FOR CANCELLATION - INSURED REQUEST
  We are cancelling your Personal Auto insurance policy as of 12:01 A.M. standard
  time on the cancellation date shown above. This is being done in accordance
  with the conditions of your policy and the laws of your state. Please contact
  your agent as soon as possible to make arrangements for other coverage.
  Your Agency Is Policy Number:
  Print Date:
  Agent No. ************
  
  Cancellation Date: 09/23/2021
  ********************
  NOTICE OF CANCELLATION AGENT COPY
  REASON FOR CANCELLATION - INSURED REQUEST
  We are cancelling your Personal Auto insurance policy as of 12:01 A.M. standard
  time on the cancellation date shown above. This is being done in accordance
  with the conditions of your policy and the laws of your state. Please contact
  your agent as soon as possible to make arrangements for other coverage.
  Your Agency Is Policy Number:
  Print Date:
  Agent No.
  ******
  Please refer to the reverse side formore information.
  Mail this portion with your payment.
  Make checks payable to:
  ********
  Payment Coupon
  Policy Number: *** ******* Due: IMMEDIATELY
  **** ***** * ****** ******** **** **** ** ************** * ** *****
  Earned Premium Due: $96.81
  Payment Enclosed:
  Due: IMMEDIATELY
  Cancellation Date: 09/23/2021
  Earned PremiumDue: $96.81
  Print Date: 04/15/2022
  Policy Number: ************

  Grange Auto Earned Premium Notice
  Grange Indemnity Insurance Company
  ***********************
  Vehicle(s) Covered: 2009 Dodg Ram, 2005 Ford Freestyle, 2003 Jeep Liberty, and 2008 Niss Titan
  As of today, our records indicate there is a balance due of $96.81 for insurance coverage we provided up to the
  cancellation date of your policy, which is 12:01 a.m. on 09/23/2021.
  Please give this outstanding balance your prompt attention, and pay $96.81 immediately. Payment of the outstanding
  earned premium balance does NOT reinstate coverage provided by your cancelled policy. Receipt and deposit of your
  payment by Grange or your agent does not reinstate your policy. Any excess funds will be returned to you after a
  reduction for any outstanding earned premium for insurance coverage we provided up to the cancellation date.
  If you have already sent us your payment, please accept our thanks.
  For assistance with your insurance coverage or your bill, please contact your agent ******* ********* ********** at

  ###-###-####.
  Billing and Cancellation Information:
  Payments will be applied to current balance in the following order:
  1. Fees
  · A Returned Payment Fee of $30.00 applies when a payment is not honored for insufficient funds.
  · A Reinstatement Fee of $25.00 applies if the policy cancels for non-payment, including returned
  payment, and reinstatement is approved.
  2. Prior Term Premium Due
  3. Current Term Balance Due

  Customer response

  04/22/2022

  I received the 2 cancelation notices,  but I have not received an explanation as to why there is an earned premium balance left and until then I will dispute. During the time I had the insurance coverage my rate kept going up and every time I would call to ask why I was told certain discounts were removed, thus ultimately being the reason I cancelled and went with another insurance. There was nothing due as of the date of cancelation 4/22/21 as my payments were automatically drafted from my checking account and the last payment paid through 4/22/21. I was told the day I called to cancel nothing was due as of that date and I submitted written documentation as I was told to do to request cancelation and stop recurring payments. Please explain, in writing, why there is still a balance due. 
  
  Regards,
  
  **** *****

• Initial Complaint

  04/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been with Grange Insurance a long time. Year is June to June. It started out at $1,365 for yr. Payable any month. June 2021 sent $400. The week of Christmas I got a cancellation notice for lack of payment. TT to my agent the had computer changes. Dec 24th I sent $501. In Jan they were trying to do an audit of me. They wanted things I do not do cause I am a one man show. They sent a bill want $633 minimum. On Feb 9th I sent $400. That totaled $1301 so far for the year. Grange called my insurance March 7th for lack of payment. I owed $252 for insurance already used. I don't believe that & I am not going to pay it. they have added the audit fee in to my balance owed. I picked up insurance with a new company so I have insurance. They owe me $259.

  

  Business response

  04/12/2022

  The policyholder was noncompliant with their premium audit. Compliance with the audit is a part of the policy conditions. The policyholder is aware of this requirement of the insurance product, as they had complied with audits with policy period audits for their 6/14/16-17 and 6/14/18-19 audits. However, they did not respond to the last two audits we attempted for the 6/14/19-20 to 6/14/20-21 policy periods. When policyholders are noncompliant they receive a noncompliance charge – this consequence is indicated on the requests to perform the audit that were sent to the customer and their agent by the auditor.
  
  The audit statement also indicates that they are being assessed an amount due to noncompliance.
  
  The policyholder paid the 6/14/20-21 noncompliance charge that was booked.
  
  Record of the 6/17/20-21 attempts as well as the audit statement are attached. The audit vendor was contacting the policyholder from 6/9/21 to 7/14/21. The noncompliant audit was processed on 8/20/21 and the attached statement was sent to the policyholder.  The policyholder’s agent contacted us on 2/22/22 requesting we allow the policyholder to comply. The agent attempted to provide some audit documentation information to us, but it was not legible. We reopened the case for them to work with our audit vendor. The auditor sent a letter on 3/2/22 to the policyholder with instructions on how to comply, and an additional letter to the agent on 3/16/22. We notified the agent noncompliance fees can be revised once the compliant audit is received and processed.
  

  
  

  Customer response

  04/13/2022

  I have read all of the documents sent to me via this email of 4-12-2022.  As I have origionally stated, I was not aware of the need to audit my company, **** ************ *** ************ **** the notices have the wrong address on them...also the Non-Productive Contact Notes have the WRONG ADDRESS on them...I was NOT aware of Grange's need to audit me until January of 2022!Grange Insurance owes me any fees for the audit that I have already paid for as well as any insurance premiums that I paid for prior to the March 7, 2022 cancellation of my policy. Thank You, ******* ** *****, owner of **** ************ *** ************ ****
  
  Regards,
  
  **** *****

• Initial Complaint

  03/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I’ve been in touch with grange for months trying to fix the billing issue that was caused due to the billing update back in 2021. My policy is $1,112 over 10 month pay should be around $116 a month however, I’ve been paying $155 and now it’s time to renew and I’m $290 short on my policy. My firm told me grange had been having issues not to worry. Now, I have been informed by insurance is cancelled and has been for a month and they need $290 to reinstate my insurance. I don’t even know what I’m suppose to pay a month because billing is still messed up. Grange posted a letter stating “ To our Loyal Policyholders and Independent Agency Partners, Last year, we began the significant and exciting transformation of our nearly 40-year-old billing system. While we are very excited about the flexibility and features this modern system will create for you, we also know that this period of renovation has caused disruption for some of you. Knowing that, I wanted to personally apologize for any challenges you have experienced that may have impacted your billing and/or service experience with us. We are working hard to ensure that the disruptions some of you experienced, become fewer by the day and that we will return to the outstanding service experience you have grown to expect from us. I remain confident that while change is hard, we simply could not serve your needs and the needs of our future customers on a nearly 40-year-old system. We appreciate your trust, loyalty, and the confidence you place in us. Thank you for being patient as we work through the renovations. Sincerely, **** ********* ********* * *** PLEASE NOTE: Your policy and coverage will not be impacted by these system updates or any resulting technical issues. I want to continue my monthly payments at the correct price and my home insurance to reinstated and the $290 waived. My last payment was 2/23 for $155

  

  Business response

  04/06/2022

  
  This account was cancelled in error and has been reinstated.  The renewal should be processing soon for this account.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I cancel my insurance last October 2021 and they keep sending a bills that i owe them. then I talk to the representative guy of the insurance why they keep sending me a bills last 2020 since I cancel already and paid off the last bills that I get, until now they keep sending me a bills ,my problems of the insurance company trying to collect money that I didn't owe them and they screw up our credits score ,, I told the insurance company the I already closed the account already looks like they didn't even listened to the customer..

  

  Business response

  03/25/2022

  I do see that the policies (home and auto) cancelled effective 10/9/21.  Unfortunately, a $25 late fee was added to each of the policies prior to the cancellation of the policies.   I have waived the late fee on each policy and the balance now is $0.  No additional invoices will be sent.

   ***** *******

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

  Customer response

  03/28/2022

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

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