ComplaintsforGrange Enterprise Companies, including Grange and Integrity Insurance

• Initial Complaint

  09/02/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  June 25 , 2021 my daughter was involved in a accident . She left the scene of the accident . Police were called and they made a report . Grange is our insurance provider and was notified about the incident . I have been in touch with the insurance adjuster . I've explained the situation to her . The other party involved has threatened to *** me for not compliance . It is clearly the insurance adjuster who is not in compliance . They refuse to return phone calls or emails . I have been in touch with our agent. She refuses to return phone calls or emails .I'm trying to settle the claim before i get sued .

  

  Business response

  09/03/2021

  PO Box ****** *********************** 

  Grange 

  Insurance 

  TEMP-RETURN SERVICE REQUESTED 

  September 3, 2021 

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

  Re: Complainant: ******* High 

  Name of Insurer: Trustgard Insurance Company File/Case Number: 15826019 Policy Number: PA3 ******* 02 Claim Number: ZPA003326091 NAIC: ***** FEIN: 41-1405571 

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

  On June 25, 2021, ********** 2014 Chrysler 200 was involved in a hit-and-run accident in the parking lot of Wal-Mart at ****************. in Lafayette, IN. The vehicle struck a 2011 Chrysler Town & Country owned by ********************* which was legally parked. The driver of Mr. High's vehicle at the time of the loss is still unknown. 

  Timeline of claims handling: 

  Event 

  Date 06/25/2021 07/02/2021 

  07/15/2021 

  Date of Loss Loss Reported to Grange 

  First Contact made with Complainant. Following several attempts to contact **************** style="font-size: 13pt; font-family: Arial; color: rgb(0, 0, 0); background-color: transparent; font-variant-numeric: normal; font-variant-east-asian: normal; vertical-align: baseline; white-space: pre-wrap;">High, Claims Representative ******* ***** was able to speak with him by phone. ******** advised that his daughter, ***********************, had the vehicle that day. She allowed someone named ******* to use the vehicle to go to Wal-Mart. He advised neither he nor his daughter have any other information on ******** ******** stated that he was contacted by Lafayette police who informed him of the hit & run loss. The police came to his house and discussed the loss with he and *****, who confirmed she had allowed ******* to use the vehicle that day. 

  Between these dates, ************** made several attempts to reach **************** to discuss her loss. Being aware of ******************** work schedule (Mon-Fri 7:00am - 7:00pm), ************** set aside time on Sunday, August 1, 2021 at 11:00am to attempt to contact her. Ho*****, she was unsuccessful in her attempts. 

  07/15/2021 to 08/16/2021 

  LTR CLM-0039 

  Page 1 of 2 

  08/16/2021 

  08/16/2021 

  08/17/2021 

  ************** spoke to ********. He now stated that his daughter told him that 

  she was in the vehicle at the time of the loss, but not the driver. Mr. High went on to say that the police spoke to ******* and she told the ******************** style="font-size: 12pt; font-family: Arial; color: rgb(0, 0, 0); background-color: transparent; font-weight: 700; font-variant-numeric: normal; font-variant-east-asian: normal; vertical-align: baseline; white-space: pre-wrap;">she was not the driver of the vehicle. We are still unclear how the police obtained *******'s information, but perhaps **************** had more information than she was previously willing to provide to us. 

  Mr. High indicated to ************** that Susan now refuses to give a statement and has moved out of his house. ******** indicated that ***** has an upcoming court date regarding this loss. M************** tried to reach **************** again. The prior phone number was no longer receiving calls. M************** contacted ******** who indicated that ***** likely has changed her phone number. ************** contacted the claimant *********************. ******************* vehicle is covered under a policy through Grange Enterprise and a claim had been previously opened. ************** advised this claim was still under investigation for coverage and advised she could proceed through her policy if she wanted. **************** style="font-size: 11pt; font-family: Arial; color: rgb(0, 0, 0); background-color: transparent; font-weight: 700; font-variant-numeric: normal; font-variant-east-asian: normal; vertical-align: baseline; white-space: pre-wrap;">****** has elected to wait until coverage can be determined under ********** policy. 

  **************** indicated in her conversation with ************** that **************** had 

  an upcoming court date pertaining to this loss. She was going to email **************** style="font-size: 12pt; font-family: Arial; color: rgb(0, 0, 0); background-color: transparent; font-weight: 700; font-variant-numeric: normal; font-variant-east-asian: normal; vertical-align: baseline; white-space: pre-wrap;">***** documents she had obtained relating to this. We have not received this to date and ************** reached back out to ***************** style="font-size: 13pt; font-family: "Courier New"; color: rgb(0, 0, 0); background-color: transparent; font-variant-numeric: normal; font-variant-east-asian: normal; vertical-align: baseline; white-space: pre-wrap;">anner. She is awaiting further contact. 

  08/25/2021 

  08/25/2021 to 09/03/2021 

  Until we know who was driving ********** vehicle, we are unable to determine coverage. If another party was driving, they may not be insured under our policy. We would need to speak with that party. If they have insurance coverage of their own, our policy would deny coverage. Our hope is that the upcoming court date will help shed light on this loss. It is our duty to investigate this loss and settle any claim accordingly. In the event Mr. High is ***d, we stand ready to provide a defense. Please feel free to call me with any questions at the number listed below. Sincerely, Conor Darrah 

  Claims Manager Phone: ********************** Fax: ************ Email: darrahc@grangeinsurance.com CC: *************************** - **************************************** dir="ltr" style="line-height:1.38;margin-top:222.49624060150376pt;margin-bottom:0pt;">LTR CLM-0039 

  Page 2 of 2 

  
  

  
  

  
  

  
  

  Customer response

  09/09/2021

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 15826019
  
  I am rejecting this response because: They have never reached out to me to inform me about the other party information and sent pics of the damage that was done for my records and for my attorney.  

  They continue to ignore phone calls from me about this matter .
  
  Regards,
  
  ******* High

  

  Business response

  09/10/2021

  Dear BBB Dispute Resolution Team,

  Thank you for the opportunity to respond.  I checked my call log and voicemail and I don't have any missed calls from ******** on this matter.  I did receive an email from ******** yesterday afternoon (Sept. 9th) at 3:27pm which is the first contact I've had with him since I spoke with him by phone on September 3rd.  I replied promptly.  I have attached to this response the email correspondence we've had since yesterday afternoon for your reference as well as the police report.

  ******** has requested that I send him the estimate of repairs and photographs of the other party's vehicle.  I advised that is something I cannot do as that is Grange's protected work product and may also have private information about the other party and/or their property that it is not appropriate for us to release.  I gave him a general idea of the damages however so he had an understanding of what the other party was claiming.

  Sincerely,

  
  ***********************,CPCU, AIM
  Claims *** Business Manager
  P: ************
  **********************************

• Initial Complaint

  08/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed an insurance claim back around the 22nd of July 2021 due to a hail storm that damaged my home. The contractor sent out to handle my estimate gave a terrible review to the insurance company. After waiting a few weeks I reached out to them again and tried to get an update. I was unable to reach my adjuster. I left a message to which his voicemail said he would return within 1 business day. I never received a call. I called again and was transferred to him directly and he told me he would reach out to the contractor to fix the issue. A week passed and I heard nothing. I reached out again and left another message. 2 days passed and I didn’t hear anything. I cannot get ahold of my adjuster to discuss the issue or to have them remedy the issue. This has been the worst experience I have ever had with a company. They clearly do not care about their customers.

  

  Business response

  08/30/2021

  Thank you for allowing Integrity Select Insurance Company the opportunity to respond to ******* *********  inquiry. Integrity Select Insurance Company provides a Homeowners policy for ******* *******. Mr. *******  sustained hail damage to his home on 7/9/21. 

  A sample of the roofing and siding was sent to the itel laboratory to determine if a matching product is available.  The estimate will be revised, as warranted, upon receipt of the itel matching report. 

  Timeline of claims handling: 

  Date Event 

  07/09/2021 Date of Loss 

  07/22/2021 Loss Reported to Grange 

  07/22/2021 First Contact made with Complainant. Adam *********, Property Claims Representative, spoke with the insured who confirmed a hail storm occurred 

  damaging the home. Mr. ********* confirmed that a contractor was needed and 

  submitted a referral through the Contractor Connection program.  

  07/26/2021 ******* ************* inspected the property and confirmed hail damage was sustained to the roof, gutters and siding.  

  08/13/2021 An estimate for repairs was received from ******* ************* for the hail damage to the roof shingles, gutters and vinyl siding. The replacement cost of 

  the estimate was $5,001.06, depreciation $38.45, deductible $1,000 and net 

  claim of $3,926.61.  

  08/13/2021 Mr. ********* issued a payment to the policyholder in the amount of $3,926.61.  

  08/16/2021 Mr. ********* received reports regarding concerns with matching of the roof/siding and inquired with the contractor if an itel sample was submitted. 

  L 

  08/25/2021 Mr. ********* requested the contractor obtain an itel sample to determine if a matching product was available for the roof and siding. It was confirmed with 

  the policyholder that upon receipt of the itel laboratory report the estimate would 

  be revised, as warranted.  

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

  Sincerely, 

  Andy Connell 

  Claims Manager 

  Phone: ###-###-#### 

  Fax: ###-###-#### 

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

  CC: ***** ******** - Vice President Claims

  
  

• Initial Complaint

  08/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Experienced damage to the hood of my car that was insured under comprehensive policy with Grange. Damage was due to a rock hitting my car whilst driving on I-270. Rock was thrown from another vehicle, while exiting I-270. I received two quotes to repair the vehicle; Grange refuses to pay the entire repair cost of $2800 … they will only pay $800. This is absurd, as the cost to repair a dent and paint is not $800 anywhere. Now as a comprehensive policy holder, I’m left to pay a $2000 difference, after already paying $500 deductible. Completely unfair and unjust business practices for an insurance company. Grange Insurance: ******* ********* ###-###-#### ****************************** ***** ****** ###-###-####;**** ***************************

  

  Business response

  08/26/2021

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

  Mr. ******** 2021 Audi S5 was struck by a flying rock as he was traveling on the freeway causing a dent to his  vehicle's hood.  

  Timeline of claims handling: 

  Date Event 

  07/29/2021 Date of Loss 

  07/29/2021 Loss Reported to Grange 

  07/30/2021 First Contact made with Complainant. On this date we contacted Mr. ****** to discuss his claim. We explained to Mr. ****** that the damages to his vehicle 

  are covered under the comprehensive coverage and there is an applicable 

  $500.00 deductible. We discussed repair options by letting him know that it is 

  up to him on where he would like his vehicle repaired. We recommended our 

  Premier Choice program of shops to him. He declined advising that he had 

  received an estimate from ***** *** **** **** and he is considering them for 

  repairs. He provided the estimate from ***** *** as well as photos of the 

  damages and we submitted the ***** *** estimate to an independent adjuster 

  for a desk review.  

  08/06/2021 On this date we received the completed estimate review from the independent adjuster, We provided a copy of our approved estimate to Mr. ****** which was 

  for $753.28 and issued payment for $253.28 which is less the customer's $500 

  deductible. The ***** * estimate was for $1873.73. 

  08/06/2021 The scope of the damages in the estimates was the same, but the shop was charging body and refinish rate of $75/hour which is much higher than what is 

  fair and reasonable for the area. We explained to the customer that we owe for 

  fair and reasonable costs to restore his vehicle back to pre-loss condition. We 

  explained that he can choose which shop he would like to do his repairs, but if 

  we cannot reach an agreement on repair costs he may have additional out of 

  pocket costs.  

  08/17/2021 On this date Mr. ****** advised Grange that he is using ****** **** **** for his repairs and provided an estimate in the amount of $2,809.57. The ****** 

  estimate was reviewed by an Appraisal Manager at Grange and Grange did 

  make some adjustments to our initial estimate for a repair total of $858.37 and 

  a new net cost of repairs of $358.37. We then provided the update estimate to 

  the customer and to ****** and issued a payment for the additional $105.09 to 

  Mr. ******.  

  08/17/2021 We again explained to Mr. ****** that like the ***** * estimate, ****** **** ***y included costs that were beyond fair and reasonable. ****** was charging 

  $120/hour for body and refinish. We explained to the customer that $52/hour is 

  what is fair and reasonable for the area and is the amount that Grange can 

  authorize to pay.  

  08/17/2021 ****** estimate also included additional operations that were not fair and reasonable. For example the estimate included 2 separate tows for the vehicle. 

  Towing the vehicle was not necessary as the only damage was a small dent to 

  the hood which did not impact the vehicle's ability to be driven.  

  08/17/2021 We again explained to Mr. ****** that we owe for fair and reasonable costs to restore his vehicle back to pre-loss condition. We explained that he can 

  choose which shop he would like to do his repairs, but if we cannot reach an 

  agreement on repair costs he may have additional out of pocket costs.  

  08/25/2021 On this date we discussed the repair options with Mr. ****** and he elected to utilize one our Premier Choice shops to complete his repairs. Mr. ****** 

  selected ***** ********* to complete his repairs. We set up an appointment 

  for Mr. ****** to drop off his vehicle at ***** ********* on 9/7/2021 so his 

  vehicle can be completed without additional out of pocket costs to him.  

  We believe we have resolved this complaint by having the repairs completed for fair and reasonable costs and  avoiding any additional out of pocket costs for the customer.  

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

  Sincerely, 

  ***** ****** 

  Claims Manager 

  Phone: ###-###-#### 

  Fax: ###-###-#### 

  Email: *************************** 

  CC: ***** ******** - Vice President Claims

  
  

  Customer response

  08/26/2021

  Grange is essentially forcing me to use one of their preferred shops; using the out of pocket costs for the shop of my choice as leverage.

  As I would still have to (unfairly) pay $2000 out of pocket for the shop of my choice — or the $500 deductible for Grange preferred shops. 

  Also, none of Grange’s preferred shops are Audi certified… and ****** ******** is Audi certified.

  Not to mention, Grange advised me to NOT get an estimate from their preferred shops… that I should only provide the shop the Grange estimate and it would be taken care of by the shop.

  Thus, it’s clear that Grange has a preferred shop network where agreements are based on volume. As I would venture to say that if I went into these preferred shops — the estimate would be higher than what Grange’s adjuster provided.

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

• Initial Complaint

  08/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  left car with ******** first week of May 2021 to correct some damage on my car when left in their care they sent car to body shop that have a repor with that fix their cars. I get call May 25, 2021 from *** at ** ******** stating car was stolen keys left in car which was not protocol. Car was gone 1 month before found Grange which is body shop insurance left car at impound for over a month and gave excuse after excuse and 3 months to this date not a thing has been don **** ******* from Grange insurance treat me like Im a statistic with no merit finally picked up car last week did not inform where the car was sent, I so happen to get a strange call from a body shop he tells me if I decided to send it some where is he will not pay for tow the nerve anything in regards to that car ******** and Grange is financially responsible Grange allow Infinity to put the responsibility on them. do not want a wrecked car back that will hinder me financially in future and cause me a financial burden

  

  Business response

  08/17/2021

  *************8

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

  On May 26, 2021 Grange Insurance Company received the above referenced claim. It was assigned to  Commercial Lines Claims AMD Complex Representative **** *******. **** conducted the coverage  investigation and confirmed all facts surrounding the claim.  

  On May 28th, 2021 Mr. ******* was able to reach Ms. ****** and discuss the claim with her. Ms. ****** stated  several demands that she expected to be met. She wanted full market value of the vehicle that was stolen and  replacement of items left in the vehicle. She does not want the vehicle back even if recovered. The claim was not  at a point to issue payments. Ms. ****** then said she was going to hire an attorney to represent her in the loss.  She would have her representative contact Mr. *******.  

  On June 9th, 2021 Grange Insurance Companies learned that the vehicle had been recovered and was sitting at  the Memphis PD Impound. Mr. ******* tried to determine if Ms. ******** carrier was involved with the handling of  the damages and made attempts to learn who was representing Ms. ******.  

  On June 22, 2021 an attorney called and left a message that he represents Ms. ******. His name is *** ******  and he sent a Letter of Representation along with a list of demands. There were several calls between Mr. *******  and Attorney ******. On July 7, 2021 Attorney ****** advised that his client released the vehicle from the  impound and it can be taken to a shop for inspection and repairs. He stated that Ms. ****** does not want the  vehicle returned to her and demands the market value. It was explained that the policy covers the lesser of the  cost to repair or the Actual Cash Value. The vehicle was not actually released. Attorney ****** eventually sent  the documents to release the auto on July 27, 2021. There were additional delays trying to get the vehicle  released from impound, but it did get to a repair shop on August 6, 2021. The shop needed Ms. ****** to come  to their location and sign an authorization for them to start the repairs. This was communicated to Attorney  ****** multiple times.  

  Over the next week, there were some discussions between the shop and Ms. ******. As a result of those talks,  the shop no longer wishes to work on Ms. ******** vehicle and would like it removed. Attorney Peyton has been  advised that the vehicle needs moved to a shop of Ms. ******** choice to assess the damage and write an estimate for review. This has still not been done. Ms. ****** and her attorney Mr. Peyton have two options at this  time. They can move the vehicle to the shop of their choice or they can file the claim through her own carrier and we  will resolve through the subrogation process. The damages to the vehicle are minor to the rear quarter panel and  certainly repairable. We are happy to assist with either of the options.  

   

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

  Sincerely, 

  **** ****** 

  Claims Manager 

  Phone: ###-###-#### 

  Fax: ###-###-#### 

  Email: *************************** 

  CC: ***** ******** - Vice President Claims

  
  

  Customer response

  08/19/2021

  My issue has not been resolved and Grange did not give me a choice of body shop and, I did not know they had picked it up from impound or where they had took it til some lady name ********* left a vc mail first one said we have a order for your car you, can bring it in next few days she called and left a message stating they had the car. 
    **** ******* is a horrible adjuster he wants to say what he is and not going to pay for he is very misleading and untruthful Grange as well as ******** ** ******* is responsible and are dragging their feet as if my situation is not of importance, Grange has yet to pay me for my personal losses they have receipts of what, I had in my car everything that was in my car I use for my business as a Real Estate Agent . This has been going on for 3 months the nerve of their response as if Im the one with the problem my car has already been towed to the shop of my choice
  Regards, its been 3 months me without a car my lawyer found out a month later from **** ******* car was found then we gave authorization for Grange to pick up but they made excuse after excuse and left it at impound for a moth
  
  **** ******

• Initial Complaint

  08/13/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received an email that $113.00 has been placed for collection and is on my credit report! I paid this bill: check #**** was paid by my bank for $113.15 on May 24, 2021.

  

  Business response

  08/19/2021

  August 19, 2021
  
  
  
  Thank you for allowing us an opportunity to respond to Mr. ******** inquiry.  
  
  Mr. ******* policy was cancelled per the insured’s request and he was mailed 3 invoices that stated if a payment was not made that the account would be turned over for collection.  The payment made by the customer was made more than 30 days after the account was submitted for collection.  For this reason, we will not remove the debt from the credit report, but have advised the collection agency to mark it as paid in full. 

  Customer response

  08/22/2021

  According to my agent the payment was paid, then by error it was refunded so then I had to pay it again. All of this nonsense over $113.00 is a terrible way to treat a customer who has been paying Grange for many years.
  
  Regards,
  
  **** ******

• Initial Complaint

  08/06/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I submitted a claim to Grange Insurance Company on June 20 because my car was vandalized, and the front fog light was stolen and the front of the incurred damage. Grange initially denied claim stating it was fraud. They continued to accuse me of entering a fraudulent claim. I presented them with the police report number. Once I provided them the information, they gave me 2 choices remove the claim or have them further investigate the claim for fraud. My response was for them to investigate. Then, they decided to dismiss the fraud allegation & pay for the damage. None of the their claims centers were available so, they agreed for the car to the ****** and put me in a rental. ****** provided an estimate of $2799.19 for the cost to fix. On 8/6, the decided pay $1900 to have their provide fix it because they felt the labor cost was too high. I have to return a rental because they won't pay for it & incur Uber charges to get to work even though I pay for one in my policy.

  

  Business response

  08/11/2021

  Re: Complainant: **** ******* 

  Name of Insurer: Grange Insurance Company File/Case Number: ******** Policy Number: *** ******* ** Claim Number: ************ ****: ***** ***** ********** 

  Dear BBB Dispute Resolution Team, Thank you for allowing Grange Insurance Company the opportunity to respond to **** *******'s inquiry. Grange Insurance Company provides a Personal Auto policy for **** *******. 

  Mr. Simmons reported to Grange that his vehicle was vandalized on June 14, 2021 causing damage to the 

  driver's side fog lamp and wiring harness of his 2016 ****** Maxima. 

  Timeline of claims handling: 

  Event 

  Date of Loss 

  Date 06/14/2021 06/16/2021 06/16/2021 

  Loss Reported to Grange 

  First Contact made with Complainant. Claim Representative ******* ***** contacted Mr. ******* by phone to discuss the loss. Mr. ******* indicated that his vehicle had been vandalized. She offered Mr. ******* two repair facilities that are part of Grange's Premier Choice program, however did note that they were both currently well over capacity and several weeks out. Mr. ******* opted to send us photographs of the damage for review. 

  Photographs were received from Mr. ******* and were assigned to an automobile appraiser for review and an estimate. Mr. ******* was set up with a rental vehicle. Ms. ***** referred the file to our Special Investigations Unit for review as well due to three losses having occurred during this initial policy term. 

  6/18/2021 

  In review of a prior claim submitted on June 4, 2021 for damage to the passenger side rear of the vehicle, it was found in review of the prior photographs that the driver's side fog lamp was missing. Upon review of the photos presented, it was estimated that the cost to repair the missing fog lamp would be $409.30, less than Mr. *******' $500 deductible. 

  Special Investigator ******* ***** contated Mr. ******* to discuss this claim and the discrepancies with the reported date of loss and the photographs from the prior claim. Mr. ******* stated he did not notice the fog lamp was missing until recently. He confirmed that he did take the photograph on June 4th which showed it was already missing. He stated he had filed a police report and wanted to continue with this claim. Mr. ***** indicated he would continue his 

  investigation. 

  07/06/2021 

  07/07/2021 

  Mr. ***** contacted Mr. ******* to get a statement about this loss. Mr. ******* advised he was busy but would contact Mr. ***** later. Mr. ******* contacted Mr. ***** and gave a statement about the loss. He stated that a neighbor noticed the missing fog lamp on the reported date of loss (6/14/21) and he assumed it had just recently happened. Despite the prior claim and photographs, he hadn't previously noticed. He had not used the fog lamps recently. When he reported the loss, he used the date he noticed it as the date of loss because he had no other date to reference. 

  07/07/2021 

  After reviewing the facts as presented, it was determined that even though the date of loss is not accurate, it is very likley that a covered loss occurred within the policy period. Claim Representative Jeff ***** contacted Mr. ******* to advise him of this and that the estimated damages were below his deductible. Mr. ******* stated Nissan told him it was much higher due to other damages beyond what was shown in the photographs provided. 

  07/15/2021 

  Grange Appraiser ***** *******, who wrote the initial estimate, contacted 

  ****** at ******* **** ****** who recommended that Mr. ******* take his vehicle to a collision repair facility to address his repair. 

  Mr. *******' vehicle was moved to ******* ******. Ms. ***** spoke to ******* who indicated they would be inspecting the vehicle and would provide an estimate and photographs to Grange. 

  07/20/2021 

  07/28/2021 

  Ms. ***** contacted ******* ****** for an update. She spoke with **** who indicated he would contact the estimator. Ms. ***** let **** know that 

  the customer is in a rental vehicle and is limited to approximately 30 days of coverage. Ms. ***** contacted Mr. ******* to make him aware of the status. 

  08/01/2021 

  Ms. ***** contacted Mr. ******* and advised she had still not received the estimate and photographs from ******* ******. Mr. ******* indicated he would go there the following day and secure them and send to her. 

  08/03/2021 

  The estimate and photographs were received and were sent for review. 

  08/06/2021 

  A supplemental estimate was completed by Grange Appraiser ***** ******* in the amount of $1901.78. He attempted several times to contact ******* ****** to discuss the estimate differences and the labor rates in the ****et area with no success. Ms. ***** spoke with ******* at ******* ****** and she indicated they would not accept Grange's labor pricing and would not repair Mr. *******' vehicle. 

  08/06/2021 

  Ms. ***** contacted Mr. ******* and explained the situation with ******* ******. She advised that we could get his vehicle towed to a Premier Choice repair facility (******* Collision) that would do the repairs for the amount we estimated along with a lifetime guarantee from Grange. Mr. ******* agreed that the vehicle would be moved in the next few business days. 

  Mr. Simmons reached out to Ms. ***** who was out of the office. In her absence, Mr. **** ***** spoke to Mr. *******. He advised that he was curious on the status of the tow. Mr. ***** indicated that he would follow-up with the tow vendor on the status. 

  08/10/2021 

  Once Mr. *******' vehicle arrives at *******, they will start the repair process and will communicate with Grange on any additional damages found. Please feel free to call me with any questions at the number listed below. Sincerely, ***** ****** 

  Claims Manager Phone: ###-###-#### Fax: ###-###-#### Email: *************************** CC: ***** ******** - Vice President Claims 

  
  

   

• Initial Complaint

  08/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 2021 I purchased auto insurance from Grange Integrity in Milwaukee WI. It includes collision repairs. No matter who fault my van was supposed be repaired. I paid every bill. On June 1 a motorist collide with my van causing server nerve and muscle damage. My van was damaged . As of August 2 Grange has not tried honor their part of my auto insurance. I'm seeking 30,000 $ pain suffering and the original cost of my van was 20,000$

  

  Business response

  08/03/2021

  Dear Mr. ********,  
  We have received notice from the Better Business Bureau regarding an inquiry you submitted for your pending Collision  and Medical Payments claim from an auto accident which occurred on June 1, 2021. We previously received a letter of  representation from ********** ***** * ********** **** indicating that they were representing you regarding injuries  and property damage sustained in this accident.  
  On August 2, 2021, we received a letter from ********** ***** * ********** ***. letting us know that they no longer  represented you for this loss. We stand ready to assist you with your claim. I have copied the handling adjusters on this  response and we look forward to assisting you with resolving this claim.  
  Collision – ******* *****  
  Medical Payments – ******** ******  
  Sincerely,  
  ***** ******,CPCU, AIM 
  Claims AMD Business Manager 
  P: ###-###-#### 
  ******************* 
  

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