ComplaintsforGrange Enterprise Companies, including Grange and Integrity Insurance

• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi, They send me a notice saying I owe them money for providing the insurance coverage of my home for past one year. where as insurance coverage is paid by my mortgage lender. I do not know of the insurance provided by them and they never send me the coverage papers or billing statement.

  

  Business response

  02/16/2022

  Thank you for the opportunity to reply to this complaint.  The reason this policy has cancelled is because the mortgage company has not paid the premium. The insured will need to check with the mortgage company to make sure that was mailed and follow up with either their agent, or the Customer Care Center to get that information to Grange for research.

  Customer response

  02/16/2022

  If mortgage company has not paid the premium then insurance coverage should be stopped. why they come up after certain period of time and asking money from me.

  Regards,

  
  ****** *****

• Initial Complaint

  02/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The insurance carrier has not responded back their insurer hit me by the name of ***** ******* and I have yet to hear back from them ----I suffered damages ---------and need to be made whole by this insurance company

  

  Business response

  02/08/2022

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

  Mr. ****** claims he had not heard back from Grange when he filed his complaint on 2/2, and he is requesting
  contact in order to get his claim resolved.

  Timeline of claims handling:
  **** *****
  01/28/2022 Date of Loss
  01/28/2022 Loss Reported to Grange
  01/31/2022 First Contact made with Complainant. The claim was assigned to the adjuster
  the morning of 1/31/22, and the adjuster left the complainant a voice mail that
  afternoon.
  02/01/2022 The adjuster was out of the office most of the day due to illness.
  02/02/2022 The adjuster was out sick this day. A teammate called Mr. ****** on the
  adjuster's behalf, and Mr. ****** was unable to discuss the claim due to being
  in a meeting. He asked her to leave her information on his voice mail, and he
  would call her back.
  02/03/2022 The teammate talked to Mr. ****** in detail about his claim. Mr. ****** wants
  to use one of ******** ******* ****** shops, but they are booked out until
  April. We are waiting to hear back from Mr. ****** to see if he'd prefer Grange
  send out an appraiser to him or wait until the shop can get him in for repairs.
  

  The complainant asked to be contacted by Grange, and we have had several conversations with him as the time line
  above shows.

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

  Sincerely,
  **** *****
  ****** *******
  Phone: ###-###-####
  Fax: ###-###-####
  Email: *************************
  CC: ***** ******** * **** ********* ******

  Customer response

  02/12/2022

  The said  business has failed numerous of times quality customer service and a member of management needs to speak with me. 

• Initial Complaint

  01/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a car accident that caused me to lose control of my vehicle and run off the road and I got stuck I was able to free the vehicle and drove for a minute and realized m tire blew the insurance company is only fixing the tire and rim but not the transmission that faulted out due to the accident the repair shop informed the insurance company that it was a direct result of the accident but the insurance refuses to fix the transmission

  

  Business response

  02/03/2022

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

   

  The issue at hand is that there is no coverage for non-accident related mechanical damages. 

   

  Timeline of claims handling: 

  Date 

  12/22/2021 12/23/2021 

  12/27/2021 

  12/28/2021 to 12/29/2021 

   

  Event 

  Date of Loss Loss Reported to Grange First Contact made with Complainant. We spoke with the complainant and confirmed coverage and the facts of loss. We set up moving the vehicle to the repair shop of choice. We discussed damages with the shop as they noted some mechanical issues. We reviewed the damages with the customer including addressing failure to mitigate damages as the customer continued to drive the vehicle with damage. The vehicle was driven on a bare wheel which caused the transmission fluid to boil up and bleed out. There was no other undercarriage damage. 

   

  We determined the damage caused to the transmission was a result of not mitigating the damages and not directly related to the collision loss. We issued a partial denial and informed the complainant of our coverage decision. We were unable to provide coverage for the non-accident related mechanical damage, however we issued payment in the amount of $2503.10 less the deductible and betterment on the tire in the amount of $515.71 for a total of $1791.39 for the covered damages. 

   

  01/04/2022 to 01/11/2022 

  01/13/2022 

  LTR CLM-**** 

  
  

  01/14/2022 to 01/24/2022 

  We updated the complainant on the status of repairs for the covered damages. 

   

  01/27/2022 to 02/01/2022 

   

  We received a supplement for additional loss related repairs. The complainant informed us that they were going to file a complaint about the damages that were denied. We issued payment in the amount of $451.55 for the loss related supplemental damages. 

   

  Upon receipt of this complaint, we completed a second review of the non-related damages along with the coverage available to the complainant. This review confirmed the transmission damages were not related to the accident, but instead they were caused by the continued operation of the vehicle and failure to take proper action to mitigate/minimize the damages. We are unable to assist the complainant further with this loss. 

   

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

   

  Sincerely,

  ***** *********** 

  Claims Manager

  Phone: ###-###-####

  Fax: ###-###-####

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

  CC: ***** ******** * **** ********* ****** 

  LTR CLM-**** 

  Page 2 of 2

  
  

  
  

  Customer response

  02/04/2022

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

• Initial Complaint

  01/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had a Grange policy with ******** who sold to ****** ** I canceled my Grange policy in March 2021. I continue to receive invoices from them. I have paid them a couple of times, but they need to stop. My policy # is *********. I would like for them to confirm in writing that they have canceled my policy and I do not owe them any additional monies.

  

  Business response

  01/27/2022

  Our records confirm that Mr. ********* cancelled his auto policy, ** ******* effective 10/3/2021. The Grange Enterprise has been undergoing an extensive upgrade to our technology, specifically to our billing system. With this upgrade, we’ve experienced a few defects with our customer invoices which impacted Mr. *********’s policy. The system has inadvertently sent Mr. ********* notices for earned premium. However, we can confirm that his account has a $0.00 balance and he does not owe any additional premium to our company.
  We sincerely apologize to Mr. ********* for the confusion this has created. Should you have additional questions, please contact me.

  
  Sincerely,
  ** *******
  ****** ********** *******
  Phone: ###-###-####
  *** **** **** ********* ****** *******

• Initial Complaint

  01/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Grange Claim-************ A comprehensive auto claim was reported, where we unknowingly damaged the exterior paint of our 2014 Infiti and 2017 Subaru. The damage occurred while washing the vehicles with the wrong side of a pad, to remove bird droppings. Both vehicles were being washed at the same time at our home and by ********* ******* The claim for both vehicles was handled under the same claim number. The Infit was taken to your recommended shop. When we picked up the car, it was noticed the paint job was not complete and there was a dent in the left rear running board that was caused by the shop. During a call to the shop, to determine the progress of the repairs, I was advised the infinti is not there and to report it stolen to the police. However, the car was there and, when it was picked-up again, even more damage was caused to it by the shop. The repairs have been made. Concerning the Subaru, due to our prior experience, we will not have the repairs completed at a Grange Network shop. Grange then advised separate comprehensive deductibles apply to each vehicle, as there were separate incidents. This is not accurate, as both vehicles were being washed at the same time. Further, this is supported by Grange handling both claims under the same claim number and not assigning separate claim numbers. It is reasonable for a single deductible to apply to the damage that arose out of the same incident. Further, ******** *****, Grange's AMD Analyst, advised all conversations are records. Please provide transcripts of all conversations.

  

  Business response

  01/10/2022

  Ms. **********,

  Here is the response for Ms. *****'s complaint. Please let me know if you need anything else.

• Initial Complaint

  01/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had Grange insurance for my automobile coverage and my business coverage and i canceled the policies on September 10th of 2021. They still billed my bank account and sent letters saying i owed earned premiums in the amounts of 93.50 for auto and $350.00 for business insurance even though i had all my payments made on time for more than ten years! I can not believe how corrupt this company is. Please help resolve this issue. If they place my old accounts in collections and this keeps me from getting a home loan i will be forced to sue them for damage's and pain and suffering

  

  Business response

  01/12/2022

  From: *******, ******** A. <****************************>
  Date: Wed, Jan 12, 2022 at 8:33 AM
  Subject: BBB of Central Ohio complaint #16435001
  To: [email protected] <[email protected]>
  
  
  Good morning,
  
   
  
  We respectfully request an extension for consumer complaint #16435001 for ****** ******. Our Billing department is currently reviewing Mr. ******’s policies and hopes to have something prepared by early next week if not sooner.
  
   
  
  Sincerely,
  
   
  
   
  
  ******** A. *******, AIS, AINS
  
  Senior Compliance Analyst
  
  P: ***** ******** ext. ****
  
  F: ***** ********
  
   
  
  *******************

  

  Business response

  01/18/2022

  Good morning,

  Please find the attached response to the complaint submitted by Mr. ******. Should you have additional questions, please do not hesitate to contact me.

  Sincerely,

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

  Grange Insurance

  ***** ******** ext. ****

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

• Initial Complaint

  12/31/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My parked car was hit and damaged by a person who has Grange insurance. I got three estimates from three different body shops. All three were over $5000. Grange will only pay $4000. I also have to rent a car for two weeks because that's how long the repairs will take. Grange isn't paying for this at all. Grange notified me of this on new years eve. They say if I don't respond by 1/4 they will mail me a check. I can't respond because they're closed for the holidays. My car is wrecked. I'm 70 and I'm on social security. I don't know what to do.

  

  Business response

  01/07/2022

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

  
  

  We advised Mr. ****** on January 3rd that the amount of his settlement is based on an estimated cost of repair. Once his repair facility has a copy of the estimate provided, they should let us know if any supplemental damages are discovered. We can arrange for a rental while the vehicle is being repaired.

  
  

  Mr. ****** was sent an email explaining how to receive payment through our secure payment vendor. We have been in contact with the repair facility he plans to use and provided a copy of our estimate. The repair facility also explained the supplement process to Mr. ******.

  
  

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

  
  

  Sincerely,

  
  

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

  
  

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

  Phone” ###-###-####

  Fax: ###-###-####

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

  
  

  CC:  ***** ******** * **** ********* ******

  
  

• Initial Complaint

  11/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I cancelled my auto insurance on October 5th. On November 5th $169 was deducted from my checking account that was not supposed to be deducted causing overdrafts. I contacted my agent, ***** ******* and he assured me it would be reversed. On November 8th, the charges were reversed and immediately charged again. I contacted ***** ******* again and he said he would take care of it. I called Grange Insurance and the lady I talked to told me my bank, ******* ****** ******* ****** *****, would have to give assurance in writing that her funds were safe and she would release my funds. My funds were not supposed to be withdrawn in the first place! It is November 22nd and I still have no funds. ***** ******* has offered no additional support.

  

  Business response

  11/24/2021

   The request to cancel the policy was not received in sufficient time to stop the payment from processing.  A refund of $367.35 is being issued on November 24, 2021 for the cancellation of the policy.

  Customer response

  12/01/2021

  I see that Grange has stated they refunded my money on the 24th. Today is December 1st, 2021.
  No funds have been deposited in my account.
  I have not been refunded any money and it is nearly two months since I cancelled the policy.
  They  stated they did not have time to act on the policy. They had plenty of time to take the money from my account. 
  This is a deceptive statement and I am not happy with their actions. 

  

  Business response

  12/09/2021

   

  Thank you for allowing Grange Insurance Company the opportunity to respond. 

  The cancellation was processed by the agency on behalf of the insured on November 9, 2021 effective October 12, 2021 @ 12:01 am.  The policy is set up on EasyPay EFT with a withdrawal date of the 5^th each month.  At the time that the cancellation was processed the payment request had already been submitted to the bank for processing.  A check for $367.35 was issued and mailed directly to the insured on November 24, 2021 for the cancellation of the policy.

  Customer response

  12/10/2021

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

• Initial Complaint

  11/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  BBB entered details from hard copy complaint form submitted to BBB by consumer:

  On June 22, 201 my car was damage in a car accident - involving a Insurance person on Thur - Grang Insurance.

  Trust Ins. Company

  617 South High Stret

  Columbus, OH 43206

  I was notified by  (illegible) Mr. Rob Venton that they wre paing for the damage done to my SUV. And we located the compapny to make repairs to my SUV and Mr. Rob Venton said to call and get the SUV repaired. We did so after all the repairs was done the insurance company refused to pay the remaining blance of $439.57. 

  So I called Mr. Rob Ventan and he said they were no paying it because the body shop was charging to much for the final payment. And I told him we sould hot have to pay this amount to get my SUV back and said I needed pay for it.

  This was on August 17, 2021. So I called back to the body shop and was told I could not get my SUV until the balance was paid. This is why I am writing yo to see if I can get my money back. 

  So please advise me if this claim can be settled.

  My name: ***** Knox the insurance claim number is ZPA003322843 Agent that handle the case is Mr. Rob Ventan, Phone number - 1.920.968.8403

  

  Business response

  11/18/2021

  To Whom It May Concern:

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

  The issue at hand involves excessive charges from the body shop that are not reasonable and customary.

  We have paid for the market based repairs for the complainant's vehicle. The shop is charging an amount for paint and materials that is above the system generated market guidelines that came to $439.57 on a final supplement. We advised the complainant that the charge was between them and the shop they chose. We have fulfilled our financial obligations in this matter.

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

  Sincerely,

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

  Claims Manager

  Phone: ###-###-####

  Fax: ###-###-####

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

  CC: ******** ******* **********

  Customer response

  12/02/2021

  Our car was involved in an accident and the lady that owned the car that hit us was insured by ******. After investigation ****** agreed to pay for damages to our vehicle because it was their policy holder who was at fault. They told us to choose a place to get it fixed we decided to choose the ***** **** *** ***** **** and got an invoice and had it sent it to ******. ****** refused to pay for the damages because they said the body shop was price gouging. ***** **** *** ***** **** held until $439.57 was paid. I had to borrow the money to be able to get my car released.

• Initial Complaint

  11/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  February 24 2021 I was in a car accident in my Fordexcursion. car had to be towed. Cost of tow 217$ February 26 2021 I send the dash cam video from the accident because the at fault driver was blaming me for the accident. send it right away hoping they will provide me a rental because is my work truck. March 3 2021 I had to wait until March 3 for a response because of my good luck the adjuster that's handeling my case is out of the office. The adjuster reply saying that they will stablish liability for the accident. March 5 2020 I sent the picture of the damages of my truck. The adjuster send payment for the tow truck. I been sending multiple email telling the adjuster that i need a rental car with no response to the request. March 9 2021 Grange change my adjuster and my new adjuster send me the total lost break down. She told me I had to fill out vr-028 And send it to the MVA to get a salvage certificate with owners retention. The total lost break down is completely inaccurate because on the appreisal they put that my truck didn't have 6 disc stacker and alarm system. And 137,187 milesThey had my car value at $6,554 The comp 1 didn't have clear coat and 2 tone paint and had 168,137 miles and was priced at $7,950 I need to understand how is comp 1 priced way higher than my truck when my car has less miles and fully loaded. And has clear coat and and 2 tone paint. The price of my car is not the only problem.Since March 9 20221 until this day i have been going to multiple MVA location in Maryland to submit the vr-028 aplicación but there all denied because MVA send my application back stating that the application needs to be signed by an authorized representative from grange.I send multiple email to grange adjuster telling her I need the application sign but they say there not signing it because there not supposed to do that part.Till this day i haven't got my fair car value that should be at least $7,950. The only money I got from grange is $217 from tow truck.

  

  Business response

  11/17/2021

  To Whom It May Concern:
  

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

  The date of loss for this accident is 2/24/2021 of which we received notice the same day. We obtained
  statements to confirm the facts of loss on 2/25/2021 of which each driver had conflicting statements. On
  2/26/2021, we denied liability with the complainant who then advised he had dash camera footage of the
  accident. On 3/3/2021, we reviewed the footage and accepted fault for the accident.

  We reviewed the complainant damages on 3/8/2021, and the vehicle was determined to be a total loss. We did
  issue payment for the complainant tow on this date as well. An ********** rental car was authorized for use on
  3/9/2021 for 5 days. We discussed the total loss information at this time advising the actual cash value was
  determined to be $6458.67. Accounting for sales tax and title fees, the total payment amounted to $6981.19 if
  Grange retains the vehicle. The salvage value was determined to be $2257.00 for a total payment of $4724.19 if
  the complainant opted to keep the total loss vehicle. On 3/10/2021, the complainant advised they would keep the
  total loss vehicle and was advised to obtain a salvage title from the state for payment. We also authorized an
  upgraded rental to a mini van on this date to accommodate the complainant's four children. The rental vehicle
  was obtained from 3/10/2021 to 03/13/2021 with a direct bill paid to **********.

  From 3/30/2021 to 6/19/2021 we did reach out to the complainant asking for status of the salvage title with no
  response. We did receive a response from the complainant on 7/20/2021 advising options were missed on the
  total loss valuation and a window sticker was presented to our valuation company. We received an updated
  actual cash value of $6603.67. The total payment to retain the vehicle amounted to $4868.35 which was
  presented on 7/21/2021 to the complainant. He was not in agreement and was advised he did have the option to
  proceed through his carrier if he so chose.

  A review of the file was completed 11/11/2021 and it was determined we were able to issue claim payment upon
  receipt of a copy of the complainant's title. Claim payment in the amount of $4868.35 was issued on 11/15/2021.
  Upon review of this complaint, the alarm system was missed on the options listing. With this additional option,
  the actual cash value updated to $6709.67. Accounting for sales tax and title fees, along with the salvage
  deduction, the total payment is $4990.25. We have issued an additional payment of $121.90 and communicated
  this to the complainant.

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

  Sincerely,
  ****** ******
  Claims Manager
  Phone: ###-###-####
  Fax: ###-###-####
  Email: *******@grangeinsurance.com
  CC: ***** ******** - Vice President Claims
  

  Customer response

  11/23/2021

  **** ******* I have a lot of email that i been contacting my claim representative i also have call many times to talk in person and explain what the MVA supervisor at 3 different location told me. The only response I got from grange was i had to get my salvage certificate on my own.grange insurance operates in the USA and make me waste my time and money to drive to different MVA location even the one in goes Burnie Maryland the main branch.why after many month grange decides to send the payment. My problem is not only the time wasted it's also the incorrect value of my car. Is inaccurate and demand to be $7,678. And to refund my 40 dollar i paid to the MVA and 40 in gas wasted driving to 3 different MVA branches.

  

  Business response

  12/03/2021

  
  File/Case Number: 16118698
  Policy Number: PA3 4810098 00
  Claim Number: ZPA003279728
  NAIC: 40118
  FEIN: 41-1405571
  To Whom It May Concern:
  Thank you for allowing ********* Insurance Company the opportunity to respond to **** ******* *******'s
  inquiry. ********* Insurance Company provides a Personal Auto policy for ******* ******.
  In response to the most recent update, we have offered the complainant the actual cash value of the loss vehicle.
  As previously reported, we did update the options listing on the vehicle to reflect all options listed by the
  complainant. At this point, we stand behind our market valuation reflecting an actual cash value of $6709.67,
  $402.58 in sales tax, $135 in title fees, less the salvage value of $2257.00, for a settlement total of $4990.25
  which has been paid to the complainant and cashed.
  Please feel free to call me with any questions at the number listed below.
  Sincerely,
  ****** ******
  Claims Manager
  Phone: 800-422-0550 ext. 7329
  Fax: 866-256-9203
  Email* *******@grangeinsurance.com
  CC: Scott Hauptman - Vice President Claims

  Customer response

  12/07/2021

  grange has to do a reevaluation with ccc one the evaluation company. 

  because comp 1 cannot have more value than my truck it impossible to come to that conclusion.

  
  

  i read other complain from another person that was not satisfied with the value the ccc one had.

  so grange did a conference call with ccc one and the complainant. that way they resolved the complainant's request.

  
  

   this is what i read from the other complaints resolution

  Response

  07/21/2021

  (We received a call today from the Complainant. We did a conference call with CCC One, our valuation company, so they could address the Complainant's concerns regarding the engine size. The representative advised the difference in engine size is taken into account and an additional $775 was previously added as credit for the  larger engine size based on dealer surveys. The Complainant also provided an additional comparable vehicle and more research was done by the CCC representative while we were on the call. The actual cash value increased to $36314, adding in sales tax of $2541.98, fees of $21, less the $500 deductible, the settlement increased to $38376.98. We did receive an email today that the Complainant accepts this amount.)

  
  

  
  

  i request that grange give me a fair evaluation nothing less than comp 1 value 

  because my car has less miles and two-tone paint and clear coat compared to comp 1.

  anything less than comp 1 will be unfair market value.

  
  

  and also, why on earth did grange take so long to tell me i didn't need to have a salvage certificate why why why.

*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. ↩