Complaints

This profile includes complaints for Cincinnati Financial Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cincinnati Financial Corporation

  6200 S. Gilmore Rd Fairfield, OH 45014-5141

  
• 

  Cincinnati Insurance Company

  PO Box 7078 Rochester, MN 55903

• 

  Cincinnati Financial Corporation

  PO Box 145496 Cincinnati, OH 45250-5496

  
• 

  Cincinnati Insurance Company

  PO Box 7078 Rochester, MN 55903

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Against Cincinnati Insurance – Claim #******* I am filing a complaint against Cincinnati Insurance for mishandling my claim and failing to provide proper assistance after their insured driver caused an accident involving my vehicle on February 4th. Since then, they have continuously delayed the process, failed to communicate effectively, and attempted to shift responsibility onto me. 1. Adjuster Barbara L***** inspected my vehicle briefly and deemed it “drivable” despite my concerns. My rental car was then canceled without proper verification. 2. She falsely reported that my car had been taken to a mechanic when it had not moved. Instead of offering full repairs, they initially proposed only a temporary fix, which I declined. 3. Despite my refusal of a temporary repair, she still sent me a check as if I had agreed. 4. When I informed her that I was leaving ******* in April, she suddenly offered repairs in that month, which was unacceptable. She also stated they would cover repairs in another state, but based on past actions, I do not trust their word. 5. Due to their reluctance to fix my car permanently, I had to find a body shop myself, where the car is now being repaired. 6. They have repeatedly tried to make me file under my own insurance, despite their insured driver being at fault. 7. Due to their rental cancellation and lack of alternative assistance, I have been without a car and had to rely on **** and paid transportation at my own expense. Requested Resolution: I request reimbursement for all transportation expenses, including **** and towing, as well as compensation for the time I have been without a vehicle due to their negligence. I urge the BBB to investigate and hold Cincinnati Insurance accountable for their lack of professionalism and failure to assist me. Please advise on the next steps to resolve this matter. Thank you for your time. I look forward to your response.

  

  Business Response

  Date: 03/19/2025

  March 17, 2025
  
  Better Business Bureau
  Attn: ***** ********
  Marketplace Resource Consultant
  1 E. 4th, Ste. 600
  Cincinnati, OH 45202
  ****************************
  
  
  Re: Your Case No: ********
  Complainant: ******* ******
  Cincinnati Claim No.: *******
  Cincinnati Insured: ****** *********** ****
  
  Dear *** ********,
  
  I am writing in response to a complaint filed by ******* ****** with respect to the above claim.
  This claim involves property damage to *** ******** vehicle.
  
  The Cincinnati Specialty Underwriters Insurance Company (“CSU”) is a non-admitted carrier
  authorized to sell insurance in the state of *******. CSU utilizes The Cincinnati Insurance
  Company’s (“CIC”) field claims adjusters to adjust and handle claims throughout the country
  where CSU writes and issues insurance policies. They are authorized to handle and adjust CSU
  claims.
  
  CSU issued a Commercial General Liability policy to ****** *********** *** **** **** ***.
  Our insured owns a snowplow and excavation company. CSU first received notice of this claim
  on February 3rd, 2025, with a reported date of loss of the same day. The claim was reported to CSU
  by our insured’s agency, 1st West Insurance. As reported, “the insured was plowing snow when he
  backed into a parked vehicle”.
  
  This claim was assigned to CIC local ******* field adjuster Barbara L*****. On February 3rd,
  the same day the claim was reported, adjuster L***** made successful initial contact with our
  named insured to begin an investigation into the facts of loss. First, we needed to determine if this
  loss would be covered by our insured’s commercial general liability policy. We determined our
  insured was operating a *** ******* ******; therefore, we were able to find coverage for this
  loss under the policy. Adjuster L***** then attempted contact with the insured driver/operator but
  had to leave a voicemail. She also sent a follow-up email. The following day, on February 4th,
  adjuster L***** made successful contact with our insured driver who confirmed he hit a parked,
  unoccupied vehicle. Our insured driver stated *** ****** was parked illegally and the vehicle
  appeared drivable.
  
  Adjuster L***** then contacted CSU’s third-party claimant *** ****** the same day, February
  4th. *** ****** stated she “didn’t know” if her vehicle was drivable or not, but that she had already
  rented a car from **********. Prior to inspecting the vehicle, adjuster L***** gave *** ****** the
  benefit of the doubt and offered to switch her ********** reservation to be paid by CSU.
  Immediately following this call, CSU set up the reservation through ********** and emailed ***
  ****** the reservation number for her records. Two days later, on February 6th, adjuster L*****
  completed an inspection of the claimant’s vehicle and identified minor damage to the vehicle’s
  front bumper, fender and door. Although there was no visible damage to the car that would render
  it undrivable, the fender appeared to be slightly pushed immediately adjacent to the front door. To
  avoid the door potentially scratching on the fender when opening, adjuster L***** arranged to
  have it towed to a body shop for repairs and agreed to pay for the cost of the tow. *** ******
  stated she would like to take her vehicle to ******* Auto Body or ***** *********. Adjuster
  L***** asked which shop she preferred, and she said she did not care. Adjuster L***** then called
  ******* Auto Body who advised they could get her car in to begin temporary repairs, so she
  arranged to have it towed to ******* Auto Body. She advised *** ****** that she would also pay
  for temporary repairs (pull the fender forward so it would not rub on the door) and once the
  temporary repair was completed, she could then drive it until the full repairs could be completed.
  

  Because the body shop *** ****** preferred to use was booked out for a while, adjuster L*****
  offered to pay for temporary repairs until the shop could get her car in to complete final repairs. It
  is a mischaracterization for *** ****** to allege CSU only offered to make temporary repairs.
  Adjuster L***** explained once the vehicle was confirmed safely drivable, she would not be able
  to continue paying for the rental car since she would have access to her own vehicle to drive.
  
  Later that day, *** ****** emailed Adjuster L***** stating she would not be allowing a temporary
  repair to her vehicle because her car “is a relatively new car and it not like it’s a seal that hit it I
  have witnesses who saw when the vehicle was hit and it not a normal hit it got. I will be leaving
  this state in April so its not permanent fix with everything replaced back to new then I cannot
  accept that. Please let me know what your estimate value to fix the vehicle based on your
  assessment because I’m going to have someone come out as well to have someone assess the
  vehicle, so I can passed this information for my insurance as well. I will not be driving it as I will
  not be risking my life and my vehicle needs to be fixed because month end.” (The above is directly
  copy/pasted as written by *** ****** in an email dated 2/6/2025 at 1:37 PM)
  
  Adjuster L***** completed a repair estimate and mailed the estimate along with payment to the
  claimant on February 7th, four days after first receiving notice of the claim and one day after
  completing the inspection. She included $440 for the cost to tow her vehicle to the body shop and
  also authorized a rental vehicle from the date CSU received notice of the claim through February
  11th, the day after the temporary repairs would have been completed. Adjuster L***** explained
  this to *** ****** both over the phone and in an email on February 7th.
  
  In response, *** ****** and her insurance agent have sent emails to adjuster L***** and her
  manager alleging various delays and a general frustration with how her claim has been handled.
  Eventually, *** ****** advised that “legal action would be pursued to resolve this matter fairly.”
  Adjuster L***** asked *** ****** to have her attorney send a letter of representation as we would
  not be able to communicate with her directly once she obtains an attorney.
  
  As a reminder, *** ****** is presenting a third-party claim against our insured’s Commercial
  General Liability policy. After review of the claim file, *** ******** claim appears to have been
  handled timely and fairly by adjuster L*****.
  
  
  Lastly, we would like to bring to your attention that our insured contact advised CSU that ***
  ****** has made several inappropriate comments to them during this process. We find such
  behavior to be unacceptable and is not productive in achieving a resolution for *** ******. Should
  *** ****** continue to use inappropriate commentary and/or not cooperate with CSU through the
  claims handling process, CSU will not be responsible for costs incurred because of this delay. As
  stated above, CSU believes we have acted promptly and fairly to try and resolve *** ********
  claim. This is still our goal and desire should *** ****** wish to continue her claim through CSU.
  If not, *** ****** has the option to pursue a claim through her own automobile insurance carrier,
  and then her insurance can pursue recovery from CSU.
  
  With respect to *** ******** loss of use claim, CSU issued $735.72 to ********** which covered
  the cost of a rental car from February 4th to February 17th. CSU set up another rental through
  ********** on the evening of February 17th for 14 more days; however, to date *** ****** has not
  used it.
  
  In terms of next steps, *** ****** can decide to cash the check that CSU issued her and start the
  repairs to her vehicle as soon as possible. If additional damages are found during the repair
  process, the body shop will notify adjuster L***** and work with her to address these additional
  damages. If additional damages are found to be related to this loss, adjuster L***** will work
  with the body shop and *** ******, and we will of course work to issue any additional payments
  in a timely manner.
  
  Sincerely:
  
  
  
  Paul B***** AIC, AIM
  Assistant Vice President, CSU Claims
  

  
  

  Customer Answer

  Date: 03/19/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  It seems that the insurance company did not provide 100% accurate information regarding my claim. I have camera footage, as well as a witness (my spouse and other parties ), confirming that the adjuster only walked around my vehicle. My spouse, being a part-owner, did not engage with the adjuster when he tried asking questions. Additionally, I did not park illegally; I’ve always parked in that same spot every day, and other cars park beside and behind me without issue. I was not hit on the passenger side, so it doesn’t make sense to say I was parked illegally, when they’re insured hit me on the drivers side. 
  
  
  The situation became inappropriate due to discrimination and racism, and my insurance company was trying to figure out the best way to resolve it since they were only offering a temporary repair, which I did not accept. The damage to my vehicle is not as minor as they are making it seem, and they are downplaying the situation to make it appear smoother on their end. The delay in fixing my car is their fault, as they have been trying to push the issue onto my insurance from day one, just like their insured has been trying to do.  I have rights to deny a temporary given my circumstances. 
  
  
  Regards,
  
  ******* ******
  

  

  Business Response

  Date: 03/31/2025

  March 31, 2025
  
  Better Business Bureau
  Attn: ***** ********
  Marketplace Resource Consultant
  1 E. 4th, Ste. 600
  Cincinnati, OH 45202
  ****************************
  
  
  Re: Your Case No: ********
  Complainant: ******* ******
  Cincinnati Claim No.: *******
  Cincinnati Insured: ****** *********** ****
  
  Dear *** ********,
  
  This is CSU’s response to *** ******** rebuttal response dated March 27, 2025. As for ***
  ******** statement that we did not provide 100% accurate information regarding her vehicle
  being parked illegally. We apologize for the confusion and would like to clarify this statement
  from our initial response. CSU is not saying *** ****** was parked illegally. We were
  explaining what our insured contact stated to the adjuster during our initial investigation, and we
  were only identifying that in our initial response to the complaint.
  
  We take any allegation of discrimination and/or racism seriously. If *** ****** has evidence to
  support her allegations, we would ask her to submit such evidence for review and investigation.
  
  At this time, the other items and our positions addressed in CSU’s initial response remain
  unchanged. We will continue to work with *** ****** in attempting to resolve her claim. To
  that end, she should continue her contact with the Cincinnati Insurance field claims adjuster in
  *******.
  
  Sincerely:
  
  
  
  Paul B***** AIC, AIM
  Assistant Vice President, CSU Claims
  

  
  

• Initial Complaint

  Date:12/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had and continue to have extreme difficulty in getting an answer/response from my claims representative, their manager and the regional manager. I was in a motor vehicle collision on 9/22/24. The other driver was at fault. Their insurance accepted fault and liability. There was a limits issue with their insurance. Repairs of my vehicle got sent to my insurance. It took 2 weeks longer than it should have to get my vehicle repaired and picked up due to my insurance not responding to me or the repair shop. Once my vehicle was finally returned to me, it was immediately obvious to me that the repairs were not done safely or completely due to used parts being used to replaced damaged parts. I brought this to the attention of the repair shop and my insurance. I was told to first take it back to the mechanic. Which I did. They were able to diagnose the need for new ball joints. I have not been able to get the other concerns diagnosed as of yet. The repair shop has sent the estimate for further repairs to my insurance. There has been no response from the previously mentioned for two weeks now. I am frustrated as I am driving a vehicle that has not been safely repaired and I can not get a response or approval to have the needed repairs addressed.

  

  Business Response

  Date: 12/13/2024

  I am writing in response to the above referenced complaint filed by ******** ******* with the Better Business Bureau Serving Southern Ohio, Northern Kentucky, Southeast Indiana on or around December 8, 2024.
  
  Cincinnati Insurance (“Cincinnati”) strives to provide top-level customer service to all of our policy holders and agents, so I’m sorry to hear Ms. ******* doesn’t feel she is receiving that level of service. Based on our records, Cincinnati was notified of this claim on October 8th, 2024 and our file documents consistent contact with Ms. ******* and her repair shop of choice throughout the repair process.
  
  We were notified of additional issues with Ms. *******’s vehicle post-pick-up on December 2nd, 2024. Her assigned claims representative immediately reached out to her that same day and provided instructions per her body shop on where to take her vehicle for any mechanical damages. He followed up with an email to confirm and a reservation was immediately sent to ********** Rent-A-Car to ensure Ms. ******* had alternative transportation while the additional repairs were completed.
  
  On December 9th, 2024, Cincinnati received and paid the estimate from the shop for the mechanical repairs. This estimate and payment notification was provided to Ms. ******* at that time.
  
  The assigned claims representative again corresponded with Ms. ******* on December 11th, 2024 during which time she confirmed she would be dropping her vehicle off for the repairs on December 16th, 2024.
  
  Given Cincinnati has been in consistent communication with Ms. ******* and has a plan in place for the additional repairs to her vehicle, we hope this sufficiently addresses her concerns.

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim regarding an auto accident on November 1st to Cincinnati Financial. The claim number is *******. I have provided all the photos, video, and audio evidence of the case. The appraiser came out and looked at the damage of the car on November 11th. But, no further update since then. It has been 3 weeks now. The case has been transferred to three different adjusters. I called the supervisor today and he told me it might be another week. I am seeking to solved this claim in a timely manner.

  

  Business Response

  Date: 12/09/2024

  December 5, 2024
  
  Better Business Bureau
  Attn: ***** ********
  Marketplace Resource Consultant
  ****************************
  
  Sent via email only
  
  
  Re: Date of Loss: ********
  Policyholder: ******** **********
  Policy Number: **********
  Claim Number: *******
  Complainant: ******* ***
  BBB Matter Number: ********
  
  
  Dear *** ********,
  
  Please allow this correspondence to serve as acknowledgment of your 12/2/24 letter related to the concerns of
  Complainant ******* ***, stemming from an auto accident that occurred on 10/21/24 in ************ *******.
  
  As the subject Cincinnati Insurance Company (“Cincinnati”) policy is delivered in the State of *******, the claim was
  originally assigned to a ******* field claims adjuster, who made initial contact with Complainant ***. The claim was
  then transferred to local field claims staff in ******* for further handling, given the loss location.
  
  Cincinnati’s liability investigation remains ongoing. Conflicting statements of fact have been provided by the
  concerned parties. There exists no police report, no independent witnesses, and no surveillance footage.
  
  Absent concrete evidence in support of either party, Cincinnati is engaged in a thorough investigation into the facts of
  loss. Complainant *** will be notified of Cincinnati’s formal liability position when the investigation has concluded.
  
  The above information has been produced at the request of your office. Production of this information is neither an
  expressed nor implied waiver of the privileges The Cincinnati Insurance Company may have associated with it.
  Moreover, this correspondence should not be construed as a waiver of any of the legal rights or defenses available to
  our insured.
  
  Sincerely,
  
  Mitchell A. R*******
  Casualty Litigation Specialist

• Initial Complaint

  Date:08/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cincinnati Insurance Company is refusing to cover a liability claim due to the negligence of their client. Their client failed to follow village ordinance by neglecting to properly anchor a shed (Section 154.7 F.9). He also failed to follow village code by not obtaining a building permit prior to installation. *** ******* ** ******* had no record of the shed and therefore could no conduct a final inspection that would have identified no anchors were used. A wind storm then picked up the shed, crossed the property line and damaged our property. Damages exceeded $6,000. Cincinnati Insurance adjuster D**** S***** finally came out to do and inspection 8 weeks later. A decision was supposed to by made the following week. There was no response from D**** the next week. I called him 2 weeks later asking for the status and he informed me a decision would be made at the end of the next week. Still no decision or communication. Multiple calls and messages over the next 4 weeks went unanswered. We believe based on village ordinance and code that Cincinnati Insurance and their client are liable for damages.

  

  Business Response

  Date: 08/15/2024

  August 15, 2024
  
  
  Cincinnati Better Business Bureau
  1 E. 4th Street, Suite 600
  Cincinnati, OH  45202
  
  
  RE:         Your Case:                                          ********
                 Consumer/Complainant:                     ******* ******
                 Claim No.:                                           CMS *******
                 Insured:                                               ******* *****
                 Policy No.:                                          *** *******
                 Date of Loss:                                      4/18/2024
  
  
  
  
  Receipt is hereby acknowledged of the complaint filed with the Cincinnati Better Business Bureau concerning our insured, ******* *****.  The complaint was presented by Mr. ******* ******.
  
  Mr. ****** reports The Cincinnati Insurance Company (“CIC”) denied a claim for property damage. A pergola on his property was damaged when Mr. ******* newly installed storage shed was destroyed during a windstorm. Debris from the shed landed on Mr. ******’s property and struck his Pergola causing damage.
  
  CIC has an insurance contract with the ******. The contract includes an Insuring Agreement which, in part, states that CIC will pay those sums Mr. and Mrs. ***** are legally obligated to pay as damages because of property damage. The damage to Mr. ******’s Pergola would be considered Property Damage.  Initially, CIC and Mr. ***** did not accept liability for this accident. Damage was caused by an “act of God”, i.e. Windstorm-Tornado.  The date of loss was the date a Tornado was in the area. Wind gusts at the insured location were reported by the National Weather Service to have been 51mph on the date of loss. There were other residents in the area that also had sustained damages to their property from wind.
  
  Additional investigation was initiated following our receipt of documentation showing the storage shed anchoring was not in place.  Local Codes required permits and anchoring, with ordinances for anchoring in place. We note the anchoring ordinances concerned flooding. ******* ** ********, Sec 154.7 Protected buildings (F)(9), reads, in part, “the structure shall be anchored to resist flotation and overturning”. This is situated within Chapter 154 Flood Damage Prevention. According to Section 154.1 Purpose, the chapter and it’s contents pertain to mitigating flood risks and not wind. 
  
  Mr. ****** alleged CIC came out to view his damages 8 weeks after the damage was sustained on April 18, 2024.  We report this delay was not on the part of Cincinnati Insurance Company as we did not receive notice of this claim until June 11, 2024. Mr. S*****, the CIC field claim representative, was assigned the claim on June 12, 2024 and Mr. ****** was contacted on June 13, 2024. Mr. S***** talked with Mr. ****** on June 14, 2024. An inspection of the damages and a meeting with Mr. ****** on June 20, 2024 was scheduled.  Although the inspection took place approximately 8 weeks after the wind event as Mr. ****** reported, CIC was inspecting the loss/damage within 9 days after Cincinnati Insurance first learned of Mr. ******’s claim.
  
  Mr. ******’s complaint also mentioned communication delays. Although some calls of Mr. ****** may not have been returned, Mr. S***** was continuing to investigate this claim and conduct research. Rather than report “no new information” to Mr. ******, Mr. S***** delayed responding to Mr. ******. We note we had no prior complaints involving Mr. S*****’s work. Mr. S***** has been counseled on the importance of promptly responding to messages.
  
  Overall, although the ordinance on anchoring did not involve protection from Wind, we had some concerns with the fact the shed had not been anchored. Liability was accepted. CIC agreed to resolve this property damage claim directly with Mr. ******. We consider the matter fully resolved and closed.
  
  I hope I have adequately responded to your inquiry.
  
  Respectfully,
  
  
  
  Cincinnati Insurance Company
  J**** E. B****
  

• Initial Complaint

  Date:07/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was in a car accident May 8, 2024. The driver at fault is insured by Cincinnati Financial. I was eventually reached out to by the local claims adjustor Aaron D****** and given the claim number *******. I provided photos of the accident and received no further correspondence. I sent repeated emails as well as called and left a voicemail over several weeks with no response. I reached out to his supervisor Stephanie B**** and left two voicemails. I was asked over text what the claim number was and provided it as well as an explanation of why I was reaching out. I then received no further correspondence from Stephanie or Aaron. It has now been two months since the accident and I still have a damaged vehicle and have not even been able to provide a statement. I am seeking to file a complaint within Cincinnati Financial, as well as resolution for this car accident.

  

  Business Response

  Date: 07/08/2024

  Good morning, please see the attached response (text below).  We sincerely apologize for any delay in the handling of this matter as that is not the standard for Cincinnati Insurance.

  Best regards,

  Brad

  Better Business Bureau
  Attn: ***** ********
  Marketplace Resource Consultant
  [email protected]
  Subject: CIC Named Insured: ******* ***** *****
  
  CIC Claim #: *******
  Company Legal Name: The Cincinnati Indemnity Company
  Claimant: **** ****
  DOL: 5/9/24
  Complainant: **** ****
  BBB Case #: ********
  
  Dear *** ********;
  This letter is in response to *** ****** BBB complaint regarding the handling of this claim and to address
  his allegations regarding the delay in the handling of his claim.
  Cincinnati Insurance’s (“CIC”) investigation into this matter indicates that the delay in handling was a lack
  of oversight by the claims adjuster.
  

  We have responded to *** **** and are progressing with the repair of his vehicle. We apologize for any
  delay in handling this matter and will make sure that Cincinnati Insurance adheres to the high standards
  we have set.
  

  Information, evidence and documents provided by CIC in regard to this matter are at the request of the
  Better Business Bureau. Production of this information is neither an expressed nor implied waiver of any
  of the privileges the Cincinnati Insurance Company may have. Moreover, this correspondence should not
  be construed as a waiver of any legal right or defense available to the Cincinnati Insurance Company
  and/or the party or parties insured under any policy of insurance carried with the Cincinnati Insurance
  Company.
  

  As always, thank you for your assistance.
  

  Sincerely,
  
  Brad Z********
  Cincinnati Insurance Co.

• Initial Complaint

  Date:06/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has been charging me for months without being able to confirm my service over the phone. over the last 8 months I have paid them $3831 exactly for services that they can't confirm to me that they are correctly providing. Over the same 8 months this company has "forgotten to charge me for renewal fees" and then charged those fees months later, they've billed me for renewal fees without any contact months after mentioning that they forgot to charge for it, they have even forgotten to charge for entire months of service and then just decided to debit my account for all of it at once with no notice. I have asked many many times for many many people to confirm what address my coverage is being used for as they have continuously failed to update my mailing address for over 2 years at this point, which means they probably haven't updated the address I have coverage on because they're the same address. Do not do business with CIC they are awful about every form of communication. Since November I have not been able to confirm whether or not my coverage is correct and at this point I am making reports to every agency that will listen and then I will be charging back through my bank to make sure that I get at least some kind of money back from this nightmare, even though I know it won't be anywhere near what I've been paying for no service.

  

  Business Response

  Date: 06/21/2024

  As the insurance carrier, we write policies for insureds who purchase coverage through independent agencies. The insured and the agency are responsible for ensuring accurate information is provided to us in order to issue and renew a policy. We contacted and discussed the situation with the agency. Per the agency, the insured reached out several weeks ago to discuss the policies. At that point it was discovered the tenant policy did not renew in November 2023 due to a lack of a unit number entered into our system, which is required to issue the policy. The auto policy did issue and has always been in force. Our underwriter helped the agency enter this information and issue the backdated renewal ensuring there was no break in coverage for the insured. The tenant policy is billed monthly resulting in several months owed when the renewal was issued. This would be in addition to the typically owed monthly premium for the auto policy.
  
  The agency informed us prior to this there was no communication with the insured in over a year.
  
  It does not appear the insured has ever been in contact with us, the insurance carrier. Rather, they were in communication with the agency who wrote the policy. Both policies have since been cancelled at the request of the insured effective 6/18/2024.

  Customer Answer

  Date: 06/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  First, actually I have contacted the insurance company directly as I have made a claim with them, that's how I figured out that my address was wrong. Second, how is it my problem that the agent "forgot" about renewal? Why was I charged for it months after the issue was found? Why am I being charged "Renewal Fees" at all for insurance that's not normal? Why am I being charged multiple times for those renewal fees? These are all huge problems with your company and the way things are communicated. I have already cancelled my accounts through the agent and if I'm billed again I will be submitting another report for both you the insurance company and Michael Hanger the insurance agent.

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

  

  Business Response

  Date: 06/25/2024

  The last claim opened on the account was reported to us, the carrier, on 1/23/2023. In reviewing the notes entered by our adjuster, there was no mention of an address need to be updated. This is the last time we can show on record the insured contacted us directly.
  
  When it was discovered the tenant policy did not renew, the underwriter helped the agency issue the renewal. Because the tenant policy is billed monthly, the insured would be responsible for paying for the months which we had not been compensated for in order to ensure there was no break in coverage. We do charge service fees to process any form of payment.  

• Initial Complaint

  Date:04/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I renewed with the Cincinnati insurance company and March. Later in March, my insurance broker advised me to go elsewhere and that Cincinnati would take 5 to 10 business days to refund my money to my credit card. According to their records, it processed through April 19 but no credit was ever received on my card.

  Customer Answer

  Date: 04/22/2024

  This complaint is not against **** *******. They are my insurance broker that have been contacting Cincinnati Insurance Company on my behalf to get my money back. The complaint is against Cincinnati Insurance Company. 

  

  Business Response

  Date: 04/23/2024

  The customer's frustrations lay with Cincinnati's refund process, not with the agency. He is still doing business with the agency just through a different carrier. Thank you for your time. 

   

  Kindest Regards,

  ****** 

  

  Business Response

  Date: 05/01/2024

  May 1, 2024
  
  
  BBB Serving Southern Ohio, Northern Kentucky, Southeast Indiana
  ATTN: ***** ********
  Marketplace Resource Consultant
  1 E. 4th, Suite 600
  Cincinnati, OH 45202
  
  Hello *****,
  
  Thank you for your communication referenced as ID#********. At Cincinnati, we aim to
  provide the best-in-class service for our agencies and insureds.
  
  We are not sure why the agency stated a credit card refund with a timeline of 5 to 10 days; this
  is not Cincinnati Insurance protocol. Our refund process, generally speaking, entails providing
  refunds via paper checks and delivered via regular mail. We do not provide credit card refunds.
  Relative to this particular refund, our automated process took the cancellation transaction date
  for the policies in question as 4/11/24. Thereafter, the refund process began for a period of 7
  business days. On 4/23/24 two paper checks were mailed to the named insured. Our system
  used the policy home address. Our expectation is that the named insured has received the
  refund owed to them per our standard refund protocol.
  
  Please feel free to reach out with any other questions or concerns.
  
  Sincerely,
  
  
  
  Eadgar A. B******
  Underwriter
  Personal Lines Department
  ###-###-####
  *************************
  

  
  

• Initial Complaint

  Date:04/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. We experienced two pipe ruptures during a historic cold spell in January. We called numerous mitigation companies - all of them put us on waiting lists. 2. The first company to take us off the waiting list, All New Again, presented me with a contract. I contacted Cincinnati and asked if they wanted to review the contract for reasonableness and was told it was not necessary. The contract was for time and materials with prices listed in the contract. 3. My insurance company, Cincinnati at no point contacted me with concern for the length of time mitigation was taking. 4. Work was performed by my contractor, documentation was compiled and a billing was produced with rates that matched the contract. 5. Cincinnati reduced the payout to me based on unspecified "Industry standards". My contractor spoke with Cincinnati and provided "industry standards" to support their charges. No justification was given for why these were not sufficient. 6. When I asked to bring all parties together to review and discuss these discrepancies, I was told this would not be possible. 7. After weeks of requesting the industry standards being used to reduce my claim, they referred me ***** ***** (the whole book) with no specific sections of the standard. The standard contains no listing of billing rates so there is no basis for reimbursing an “industry standard price”. 8. Cincinnati sited ***** ***** as the basis for excluding specific items from reimbursement even when I quoted the relevant portions of the standard demonstrating the usage of equipment and procedures was reasonable and within guidelines. 9. Cincinnati advised me not to pay the balance due to the contractor and when I'm sent to collections for non-payment, Cincinnati will write a letter on my behalf. 10. The invoice for mitigation services = $15,157 and Cincinnati reimbursed me $7,795 leaving approximately half of the bill unpaid. 11. I am requesting reimbursement for the balance of the invoice submitted (~$7,362)

  

  Business Response

  Date: 04/10/2024

  Cincinnati has reviewed the complaint by the insured.  While we disagree with the amount of money charged by the contractor, we are issuing the balance due based on the amount billed less a credit for prior payments made.

  Customer Answer

  Date: 04/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *** *********
  

• Initial Complaint

  Date:02/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 27, 2023 I was in an collision while driving a rental vehicle (**** ****** ********). From a complete stop at the intersection facing South, I turned left onto a highway onramp when the traffic signal changed to a green arrow. At that time the intersection was clear. The other vehicle (**** *** ******) did not stop for its red light and struck the truck I was driving after it was in what would be considered the North/South crosswalk if there was one, more than 90 degrees through the turn. The impact to the rental truck I was driving is significant and clearly to the rear half of the of the passenger side on at the truck bed. The rental company, **********, assured me that the accident was covered with the Damage Waiver coverage I paid daily on the rental. ************ Loss Damage Report states, "Facts of Loss: CX HAS CDW. DO NOT PURSUE CX. PURSUE 3RD PARTY FOR DAMAGES. RENTER WAS TURNING LEFT ON A GREEN ARROW WHEN THE 3RD PARTY PULLED OUT AND HIT RENTERS VEHICLE ON THE PASSENGER SIDE." On February 3, 2024, I picked up certified mail from the other diver's insurance, Cincinnati Insurance Companies (CIC) and their agent Matthew R******, stating it has issued a subrogation demand on me, claiming I am liable for their losses. I have asked CIC and its agent to provide evidence of liability, but their investigation only consists of the costs they paid out and pictures of their insured vehicle in some lot, not at the scene of the incident. Is this legal? It doesn’t seem morally ethical if it is. I have told CIC and its agent that I have evidence to support my side of the story, but they do not seem interested and want me to turn the subrogation claim over to my insurance company. To me, this matter has been between CIC and ************ insurance company for the past 6 months. I am scared that involving my insurance company will result in my liability rating and subsequent rates increasing over an accident I honestly do not have fault in. It seems like such a waste of time and resources for all parties involved, because CIC’s agents either left out or just didn’t look for the truth of liability.

  

  Business Response

  Date: 02/15/2024

  To Whom It May Concern:

  Thank you for your concern regarding his matter.  Cincinnati Insurance's mission to resolve claims fairly and with the highest ethical standards.  Information received in your complaint was unknown to us as we never heard back from you or received anything from **********.  Without getting into further back and forth regarding your allegations, we are certainly willing to look at any further information you have pursuant to this matter and the adjuster will be reaching out to you further to discuss.  

  Best regards,

  Brad Z********

  Assistant Vice-President, Casualty Claims

   

  Customer Answer

  Date: 02/16/2024

  Better Business Bureau:
  
  I was able to obtain the attached "**********.Claim.********" from ************ Damage Recovery Unit (****) yesterday.  It is contradictory to the premise of Mr. Z********** claim that CIC has not heard from ********** regarding this collision.  According to ****, they have not heard back from CIC regarding their claim against CIC's insured. 

  I was also sent an email from CIC's agent yesterday with the attached PDF "denial" dated 8/21/23 that I never received.  It is interesting to me that the PDF reads, "In the absence of such liability, we will be unable to make any payment to you for damages sustained." when at this time I had not asked for payment for damages.
  

  In an effort to resolve this matter without further time lost, I have sent all the information I have shared with ********** to CIC's agent, as well as the documentation shared with the BBB, as CIC's agent has requested in yesterday's email.

  Sincerely,
  *********** *****
  

  

  Business Response

  Date: 02/23/2024

  Better Business Bureau
  

  Attn: ***** ********
  Marketplace Resource Consultant
  ****************************
  

  Subject: CIC Named Insured: *** ******
  CIC Claim #: *******
  Company Legal Name: The Cincinnati Insurance Company
  Claimant: *********** *****
  DOL: 6/27/23
  Complainant: *********** *****
  BBB Case #: ********
  
  Dear *** *********
  

  This letter is in response to *** ******* BBB complaint regarding the handling of this claim and to address
  his allegations.
  

  Cincinnati Insurance’s (“CIC”) investigation into this matter indicates that there are no independent
  witnesses to this matter nor any police report implicating either party. As all we have to rely on are the
  interviews with *** ***** and our insured driver, we have to side with our driver in this matter that he was
  not at fault. As such, we sent our demand for subrogation to *** ***** so he could forward it to his carrier
  for their investigation, as typically occurs when there is disputed liability.
  

  Colorado negligence law indicates that unless one party can prove the other party is more than 50% at
  fault, the other party cannot recover for their damages. That decision would be up to an outside fact
  finder to determine. If *** ***** does not wish to involve his liability carrier to defend him in this action, he
  then exposes himself to personal responsibility should it be found by a trier of fact that he is the most
  responsible party. I am not inferring that we intend to file any type of suit to recover our damages as we
  also have the burden to prove that *** ***** was more than 50% at fault.
  

  ************ claim is separate as they are claiming CIC/*** ****** is responsible for the damage to their
  vehicle while in the care, custody and control of *** ***** and they are pursuing CIC for these damages.
  We have denied liability to them as they have not provided any information that changes our mind that
  neither party can prove more than 50% fault at this time.
  

  Based on our investigation to date, we do not intend to move forward with any action against *** *****;
  however, if facts come to light that indicate otherwise, we reserve the right to do so.
  Information, evidence and documents provided by CIC in regard to this matter are at the request of the
  Better Business Bureau. Production of this information is neither an expressed nor implied waiver of any
  of the privileges the Cincinnati Insurance Company may have. Moreover, this correspondence should not
  be construed as a waiver of any legal right or defense available to the Cincinnati Insurance Company
  and/or the party or parties insured under any policy of insurance carried with the Cincinnati Insurance
  Company.
  

  As always, thank you for your assistance.
  

  Sincerely,
  
  Brad Z********
  Cincinnati Insurance Co.

  Customer Answer

  Date: 03/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  Please see the attached response to CIC's last correspondence.
  

  Sincerely,
  *********** *****
  

  

  Business Response

  Date: 03/06/2024

  CIC understands *** *****'s position on this matter and instead of continuing the back and forth, I invite him to directly contact me so that we can set up a time to discuss a potential resolution of this matter.  

  Brad Z********

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

  Phone:  513-603-5751

  Customer Answer

  Date: 03/14/2024

  Better Business Bureau:
  
  Although this matter is not 100% resolved, CIC has reached out to me in good faith and we are discussing / finalizing a resolution.  I am confident that the next response will be an acceptance of their proposed agreement.
  
  Regards,
  
  *********** *****
  

  

  Business Response

  Date: 03/15/2024

  *** ***** and I have discussed this and have reached a tentative agreement to resolve this matter.  We are working on finalizing the agreement which will hopefully be completed in short order.

  Thank you,

  Brad Z********

  Customer Answer

  Date: 03/22/2024

  Better Business Bureau:
  
  There is forgotten value in verbal conversation.  We’re all human and would do well not to forget it, for the algorithms will not admit to their mistakes. 
  
  I’d like to recognize the successful approach CIC’s representative, Mr. Will B. Redacted, took to turn this complaint around and foster a resolution.  Two parties with dispute had a rational conversation and 25 minutes later a mutual agreement.  Whether you represent the corporation or are the individual with grievance, there is a low-cost blueprint to resolution that works universally, if universally applied.    

  Re: complaint ID ********, this complaint has been resolved.
  
  Regards,
  
  *********** *****
  

• Initial Complaint

  Date:02/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday January 12, 2024 our technician ******* ****** was returning to the office to pick up parts for his next call. As he was pulling into the parking lot the unsecured gate swung open and went through his windshield and came out of his driver side window. The gate was open and not secured so when the gust of wind blew as he was pulling in that is when the accident happened. We contacted our insurance agent immediately and he stated that we needed to contact the property owners insurance since it was on his property and he is responsible for the gate. The day after the accident all of the gates were removed from the property. We were put into contact with Craig R**** Senior Claims Specialist I with Cincinnati Insurance Company. After discussion we were told that they would only cover 70% of the claim and we would be responsible for the rest. We have talked with several insurance agents in our *** groups regarding this situation and they said that based off the circumstances Cincinnati Insurance should be 100% responsible for the claim. The technician was lucky that he was not injured in the accident. The estimated cost of the damage was $14,901.95. Craig said that they car should be totaled and that they would only pay 70% of that and we would be responsible for the rest. We have a loan on the car and so we would not only lose our vehicle that we use everyday to work but pay the other 30%. We still have not come to conclusion and still without a working vehicle.

  

  Business Response

  Date: 02/14/2024

   February 14, 2024 
  

  Better Business Bureau
  ***** ********
  Marketplace Resource Consultant
  

  RE: Your Case No: ********
  Complainant: ******* *******
  Our Insured: ** ******* ***
  Our Claim No.: *******
  Date of Loss: 01/12/2024
  

  Dear *** ********:
  

  Please allow this letter to serve to acknowledge receipt of your letter dated February 8, 2024.
  Our insured’s tenant is ***** *** *******, located in ************* **. Complainant ******* is the owner of *****
  *** *******. As referenced in his complaint, one of ***** ***** vehicles struck a partially opened gate that had
  blown open due to wind. Our insured is the owner of the gate that damaged the vehicle. Our insured admits they were
  aware of problems with the gate and, since this incident, had the gate removed to avoid any other issues.
  

  Although CIC field representative Craig R**** previously opined our insured was not entirely responsible for the
  incident and offered to pay 70% of the damage, CIC has since retracted that partial offer and paid for the total loss of
  the complainant’s vehicle to fully resolve this claim. Mr. R**** issued payment, in the amount of $13,706.71, for the
  total loss of ********* vehicle on February 9, 2024. CIC will then secure the title to the vehicle in order to conclude this
  matter.
  

  This information is being produced at the request as required by law. Production of this information is neither an
  expressed nor implied waiver of any of the privileges CIC may have associated with it. Moreover, this correspondence
  should not be construed as a waiver of any of the legal rights or defenses available to our insured.
  

  Sincerely,
  

  Michael J. D******** ***

  Customer Answer

  Date: 02/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* *******