Complaints

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:12/26/2024

  Type:Customer Service 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.

  Regarding claim number **********, I am writing to file a complaint against Central regarding misleading information I received about the title requirements for my vehicle. I was initially informed that a salvage title was not necessary. However, I later was informed that to drive the vehicle on my current insurance, a salvage titleor a lack thereofwas indeed crucial. This conflicting information was compounded by further discrepancies between what Central communicated and the Secretary of ************** confirmed, which stated that neither a salvage nor a rebuilt title was needed for my vehicle nor can you license a vehicle with a salvage title. Despite reaching out for clarification, the explanations provided have only led to greater confusion and frustration. Due to this misinformation and the lack of resolution, I am compelled to bring this matter to your attention for investigation and assistance.

  Business Response

  Date: 01/17/2025

  Central is in receipt of a complaint under policy number FMA ******* issued to ***** A ***** and ***** *****.
  The claim was reported to Central with a date of loss on or about 11/20/2024, in which the vehicle involved is a 2006 ***** Odyssey.
  
  Specifically,the complaint alleges that the insured/complainant, Mr. ****** received misleading information regarding title requirements for his vehicle as it relates to claim number **********.
  
  Pursuant to IL HB 3747, an application for a salvage certificate shall be submitted to the Secretary of State when:
  An insurance company makes a payment for damages on a total loss claim for a vehicle. Such payment makes the insurer owner of the salvage vehicle, except that ownership of (i)or (ii) any vehicle 9 model years of age or older may, by agreement between the registered owner and the insurance company, be retained by the registered owner of such vehicle;
  
  With respect to this claim, the damaged vehicle is older than 9 model years and the complainant retained the vehicle after the claim settlement. Central therefore advised the complainant that a salvage is not necessary.
  
  It is our understanding that the complainants agency, ***** & ****************************informed the complainant that he would need a salvage title in order to secure insurance coverage for the vehicle. Referring to Illinois Secretary of State,In ********* vehicle owners must obtain a salvage title if they retain a vehicle declared a total loss. The Illinois Vehicle Code, Section 3-117.1,mandates a salvage title when repair costs exceed the vehicles ACV. This title signals significant damage and affects resale value. Owners must apply for the salvage title through the Illinois Secretary of State by submitting the original title and a fee. This requirement ensures transparency in the used car market, alerting future buyers to the vehicles history.
  Hence, we encourage the complainant to request a salvage title directly from the IL Secretary of State in order to be licensed on the road. To the extent that Central was not clear in its communications with Mr. ****** we do apologize; however, we hope this response provides clarity.

  Business Response

  Date: 01/21/2025

  
  Central is in receipt of a complaint under policy number FMA ******* issued to ***** A ***** and ***** ******
  
  The claim was reported to Central with a date of loss on or about 11/20/2024, in which the vehicle involved is a 2006 ***** Odyssey.
  
  Specifically,the complaint alleges that the insured/complainant, Mr. ****** received misleading information regarding title requirements for his vehicle as it relates to claim number **********.
  
  In *********vehicle owners must obtain a salvage title if they retain a vehicle declared to be a total loss. In most cases, insurance companies are responsible for submitting an application for a salvage title since they become the new vehicle owner after paying a total loss claim.  However, in certain circumstances including the situation herein the claimant may retain ownership of the vehicle deemed to be a total loss if the vehicle is more than 9 years old.Since the ****** vehicle was 18 years old, an agreement was entered into that allowed Mr. ***** to retain ownership of the vehicle.  He, therefore, was required as the vehicles owner to apply for the salvage title.
  
  It appears the instant issue stems from Mr. ****** misunderstanding regarding who is responsible for obtaining the salvage title.  ********** was correct in advising Mr. ***** that he would need a salvage title in order to insure his vehicle; however, the responsibility to obtain this title rests with the vehicle owner: Mr. ****** Central is not able to submit a request to the Secretary of State for the salvage title because it is not the owner of the vehicle and it is not in possession of the original title.  To the extent that Central was not clear in its communications with Mr. ****** we do apologize; however, we hope this response provides clarity.

• Initial Complaint

  Date:08/20/2024

  Type:Customer Service 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 received a cancellation notice. So I called and spoke to a Central ***resentative over the phone on 8/5/24. At this time i was informed if i made a payment my policy would remain active. So I made a the payment. On 8/12/24 I received a cancellation notice. I called Central again because my next payment was due on the 8/15 per my phone call on 8/5. On 8/16/24 I contacted ****, Central *** who apologized for the confusion and he informed me my policy would be reinstated. Me and **** spoke to my independent agent over the phone and **** told him to email Summer a Central Insurance to reinstate the policy. The policy was not reinstated which both Central ***resentatives told me it would be.

  Business Response

  Date: 09/03/2024

  HI BBB-

  Thank you for giving us an opportunity to reply to this complaint.   The statements of the insured are mostly correct but there is one noticeable omission. The payment received after the 8/5/2024 call was not enough to reinstate the policy as the insured only paid $109.37 of the $243.12 that was due (see attached document).  This ended up with the insured cancelling on 8/12/2024.

  While we stand by our decision to follow the documents sent to the insured, we are willing to reinstate the policy without a lapse if we receive payment of $287.50 and a statement of no loss from 8/12/2024 to the time payment is made, which can be no later than 9/10/2024. This is being communicated to the agency today 9/3/2024. 

  Let us know if you have any other questions or anything else we can help with. 

  Thank you. 

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

  PL Underwriting Manager

   

• Initial Complaint

  Date:06/25/2024

  Type:Customer Service 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 an insurance policy with Central Insurance for the past year. The policy was for both renters and vehicle. My policy number is **********. I was never contacted by Central Insurance regarding a renewal of my policy, as the last month of the policy was approaching. The policy expires 7/17/24. I contacted central insurance myself to figure out why Ive not been contacted to this regard. Central insurance has stated that they needed a copy of my valid Virginia drivers license - which had been sent over via email to the insurance advisor *********************** one day after she requested it a month ago. Furthermore, I was told that I would not be able to renew my policy per Central Insurance decision. I was told that Central Insurance stated that they have taken into account 6 prior towing claims on my account, which Ive never had any tow claims or any claims for the duration of having the account. ********************************************* also never sent any email regarding my renters insurance, which apparently cancelled last July due to lack of payment, even though that is when the policy began; additionally, the renters insurance and vehicle insurance are billed from the same account. So it makes no sense for one to cancel and the other to continue on for almost a full year. I asked for the removal of the accused six tow claims from my record with Central, as other insurance companies will be able to see this false accusation of record. I also requested an investigation into why this was even reported under my account, and to determine if Central Insurance made a faulty error on their part. I am requesting an investigation into the claim of 6 tow claims under my policy with central insurance because I have record on the mobile app of all claims made and there is NONE recorded. They are frauds.

  Business Response

  Date: 07/02/2024

  July 2nd, 2024
  
  *************************************
  BBB Investigator & Dispute Resolution Coordinator
  BBB Serving NW **** & ********
  
  Re: BBB Complaint ID# ********
  
  Company Name: Central Insurance
  NAIC # *****
  
  The policyholders complaint relates to the non-renewal of her auto insurance policy (FMA *******) which will take effect on 7/17/2024 at 12:01am Standard Time. 
  
  A timeline of events from the company standpoint follows:
  
  In July of 2023, a new Virginia auto insurance policy was written for the policyholder, by the agency representing our company, HUB International (hereinafter insurance agency or agent).
  
  At the time the policy was written, the application for insurance was submitted for **************** using her Maryland drivers license,with the understanding that she would acquire a Virginia drivers license shortly thereafter.
  
  Prior to renewal, Central followed up with our agent in April of 2024 and May of 2024, inquiring whether **************** had secured a Virginia drivers license. Having not received the Virginia drivers license information from the policyholder, via HUB International (the agent), this policy was set to non-renew with advanced notice for July 17, 2024.
  
  Although the VA drivers license information was eventually submitted to Central, our agent at HUB International was informed that the policy would not be renewed since the information was not received prior to our deadline.
  
  The claim history that is referred in the complaint is not claims history with Central.  Rather,it is claims history with other insurance carriers, prior to the Central Insurance policy beginning in July of 2023.  Claims were filed between 2021 and 2022 with Geico Insurance and in 2023 with Nationwide Insurance.
  
  This information was obtained by Central Insurance as part of our application process and this process is common in the insurance industry.   This information is supplied when a consumer report is ordered through LexisNexis.  If **************** has any questions or concerns regarding past claim history, they should be directed to ************************** or the prior insurance carriers.
  
  **************************
  P. O. Box 105108
  ********************************
  Telephone: **************
  
  The companys position is that no corrective action is necessary on the part of the company. A non-renewal notice was sent to the insured meeting the timing standards of the Virginia code.  The policyholder has been given the opportunity to secure auto insurance with another carrier prior to the non-renewal of the Central policy.   If there are questions regarding prior claim history, those should be directed to the companies where the prior claims were made. 
  
  Respectfully,
  
  Personal Lines Underwriting Manager, ****************

• Initial Complaint

  Date:04/03/2024

  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.

  Accident happened 4/2/21 at Canal Diner in Bolivar Oh, with a wall falling an hitting left side of head. Owner and help called 911, ambulance came, took me to Union Hosp for exrays. Told by **** ******* AINS AIC all bills taken care of on May 28, 2021. Frost-Arnett, collection agency, informed me, Radiology Assoc of Canton Inc, bill has not been paid. I called them to see if ever paid, Lady said no. Diner has had no luck either.

  Business Response

  Date: 04/10/2024

  Central Mutual contacted Ms. ****** to apologize for the delay as the assigned claim adjuster was on paternity leave. Central had previously agreed to take care of her medical bills but never received the subject bill from Radiology Associates of Canton prior to last week. Central contacted the collection agency and paid the amount in full ($963.07) on April 9, 2024, and informed Ms. ****** of same via voicemail on that same afternoon. 

  Customer Answer

  Date: 04/13/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  For the past 3 years since 2021, I have contacted 3 representatives from this company ****, *******, ******* and restaurant reached out currently to manager with no response after 4 attempts, until BBB got involved. $963.07 has finally been taken care of by original rep thank you, but this company had left this go all the way to a collection agency against me. Paternity is no excuse when you work as a team, for a company who is working for your insurance needs. Collection agency has received this payment from company, hopefully radiology will too. 
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:02/14/2024

  Type:Customer Service 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.

  To Whom It May Concern: I had a car accident on a Salt Lake Freeway on January 4, 2024. I was rear ended by a Mac Truck in while driving home. It was determined that I was not at fault. I contacted the Central Insurance Company as requested and they agreed to fix my car. ClaimsIndex:********** The estimate was about 7500 dollars. The body work on the car was completed around 2/06/24 when the body shop discovered that the transmission was not working. They contacted Central Insurance Company and they said they would send out their mechanic to inspect it. It took Hime about a week to get there, That was the last I heard until I received a voice message and an email from Central Insurance on 02/13/24 that stated that the transmission problem was not from the accident. They informed me that I would need to have my own car towed to a transmission place or the dealership pay for them to take apart my transmission and then they would determine if the accident was to blame and reimburse me. They also informed me I would have to turn in my rental car the next day as they were not covering it anymore. I contacted them to try to understand why they felt the transmission problem was not from the accident. A supervisor Named ******** in their Salt Lake City Branch said their mechanic had determined by looking at the repaired car that this was the case. When I explained that the car was working fine before the accident and I had not seen it since she said that "my body shop would not put the car up on the lift for the mechanic to look underneath and because of that they decided that they would not cover it." I was obviously upset at this point and told her that it was not my body shop, and they had approved it. I could not believe that they decided that the transmission problem was not caused by being rear-ended by a mac truck on the freeway, and that their mechanic had not even looked underneath the repaired car. I have now had to contact my insurance and take care of it.

  Business Response

  Date: 02/20/2024

  Our insured Bar ** ****** rear-ended Mr. ****’s 2018 Ford Focus, our appraisal company reviewed the damages based on photos submitted by his shop, Tomlinson Custom Body and Paint in the amount of  $7073.68.  Mr. **** provided a picture of the damages and the estimate that was paid.   After the shop completed the body repair to the vehicle, they indicated that Mr. ****’s vehicle would not go into reverse.   Central sent out Centro, a mechanical appraisal company and was advised that there was no impact to the transmission and a teardown would be required to determine the cause of the damage.    It should be noted that the 2018 Ford Focus has 91,040 miles on it.     We advised Mr. **** that if it is deemed related then we would take care of the damages, however we could not pay if deemed not related.   Mr. **** has filed a claim with his own insurance company and they are pending the teardown and the diagnostic as well.   

  Customer Answer

  Date: 02/20/2024

  
  Complaint: ********
  
  I am rejecting this response because: My car transmission was working great before I was hit by a Mac-Truck that did $7500 worth of damage to my car. How they figure a collision of that magnitude might not be the cause of my transmission is beyond me. I haven't seen the car or driven it since it has gone in. The responsibility has been shifted to me to foot the bill for everything concerning the transmission, and they can then decide if they want to cover it. What a coincidence that the transmission would just decide to quit at the moment of impact but not be caused by it. I have now had to bring my insurance into this and I have a $500 dollar deductible and a claim that goes against me. So, do I accept their judgement. NO!!! On top of that the Central Insurance agent told me on the phone that they would have covered it if the Body Shop would have put it up on the lift. She blamed me and called it My Body Shop.
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 02/22/2024

   At this time, we need confirmation regarding the cause of the transmission issue.    Once the teardown has been completed and a diagnostic performed, we will be able to determine the cause the transmission issue.   Per our conversation with Mr. ****'s insurance company they are requesting the same.     

  Customer Answer

  Date: 02/22/2024

  
  Complaint: ********
  
  I am rejecting this response because: Your insurance supervisor here in Salt Lake (********) told me on the phone when I asked why the transmission wasn't being covered that if the people from "my body shop"  would have put my car up on the lift then we wouldn't be having this conversation. At that point I was incensed that she called it my body shop and that a guy who was sent to look at my transmission determined that the accident didn't cause it when he didn't even look at it. I also received a letter from Felicia the adjuster that said it has been determined that the transmission was not caused from the accident. The way I have been dealt with has been demeaning and unprofessional. Now I am paying for the towing and the transmission. I have had to bring my insurance into this so I can still have a rental car to get to work. MY CAR WAS RUNNING GREAT BEFORE IT WAS HIT! NOW IT IS NOT AND I AM PAYING FOR IT. We will have to see how this comes out before I agree to let it go!!!!!!!

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

• Initial Complaint

  Date:02/06/2024

  Type:Customer Service 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.

  On 11/19/2023, a deer jumped over a guardrail and made direct contact with my vehicle while on i81 in Virginia. My SRS system deployed all of the airbags in the vehicle which in turn resulted the vehicle being declared a total loss 11/23/23. I began the claims process with ***** ****** on 11/20/23. I was never once offered a rental vehicle, but after over a week, I was able to reach out to my agent who assisted in getting me into a rental. My policy had up to $3000.00 in rental coverage, but I was only permitted to keep the rental for a weeks time, totaling just over $500.00. I relayed my payoff information to ***** on 12/4/23, followed up with him again 12/6, again on 12/11, and again on 12/20 when I received a letter from the lienholder that stated a INCOMPLETE loss packet was submitted and as a result no action would be taken on my claim. At this time I express my concern that this claim had surpassed the 30 day mark with no progress. I also expressed the financial burden I was incurring by being responsible for paying on a vehicle that I no longer had in my possession. I then followed up with ***** again on 1/8/24 asking him to update me on this claim. The automatic reply I received assured me that his mailbox was monitored and that my file was important to him, however I never heard anything even after leaving a voicemail for ***** ****** (as instructed). ***** responded by informing me "gets alot of emails daily and it is quite possible yours got deleted." ***** also informed me that the request for a copy of the title and letter of guarantee was submitted on 12/5/23, but then invertedly revealed to my lienholder the request was not filed until on or around 12/12/23 through email correspondence he forwarded. I received an update 1/12/24 with those emails. On 1/17/24, I was informed he received the information needed, and the settlement was based off a letter from 1/27/24 versus the date of loss. As of today 2/6/24, my vehicle lien has not been satisfied.

  Business Response

  Date: 02/13/2024

  Hello, after reading the complaint and reviewing the file, yes there were delays in completing the insureds settlement.  Delays revolved around the lienholder and getting a proper payoff on the account along with a copy of the title.  Once those items were received prompt payment was issued to the lienholder and payment for the overage issued to the insured.  We have recently issued some additional money for the out of pocket expense the insured sustained during this delay.  At this point, all damages have been settled with the insured.  

• Initial Complaint

  Date:02/05/2024

  Type:Customer Service 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.

  A storm came in August and we had damage to our home. Central insurance filed 5 claims for one storm totaling less than ****** cumulatively. This resulted in our CLUE report (insurance rating) being horrible and we are now fiscally uninsurable. We have had all of our insurance with central for over 20 years with no claims I can remember. Not only can we not leave central, they refused to pay for our roof damage because they said the water in our home came from the ACs. We paid out of pocket to have AC drain lines redone and drain beds redone to mitigate any chance of future leaks. We also paid out of pocket for water damage in our home (drywall replacement and paint). Fast forward a few weeks and another rain storm caused leaks in the same spot ruining the work we just had done. Central them said the leaks are coming from the roof but they are not responsible. We paid out of pocket to have the roof fixed. I reached out to all levels of management with no response from the *** or VP of claims. As a twenty year customer, that is now stuck with a ********************** that acts in bad faith, I hope no one spends their hard earned money paying premiums to Central.

  Business Response

  Date: 02/27/2024

  Good afternoon,

  Please see Central's Response as attached. Thank you!!

  Business Response

  Date: 02/27/2024

  [BBB Transcription via Attachment]

  To whom it may concern,
  I am writing in response to the complaint filed by *****************. We insured ************' residence under an H05 Homeowners Policy with a $1,000 deductible per occurrence.
  The first loss, claim ********** occurred on March 13, 2023 and was reported to us the same day. ********************* was ****************** representative assigned to investigate the loss, and review coverage and review damages. The loss was reported after the insured's spouse noticed paint pulling away from the crown molding in a guest bedroom. A contractor came out to look at the cabinets and advised that there appeared to be a leak behind the walls.
  Upon receipt of the claim, ***** reached out to ************* who indicated she noticed some bubbling on the wall in the downstairs guest bedroom and called her contractor. The insured's contractor found other areas with damages. He removed some crown molding and found mold behind it. The contractor believed it was a plumbing leak.
  We assigned an independent adjuster with Team One to view the damages and opine on the cause of loss. Before the adjuster could inspect, ************ called to indicate that they found the plumbing leak and had it repaired. ************ wanted to wait for his contractor's proposal before pursuing a claim further. The insured later called to advise that the repairs to fix the plumbing leak did not cost too much, so he did not want to pursue the claim. The claim was closed with no payment issued.
  On August 16, 2023, the insured reported another claim, indicating that on August 8, 2023 the residence was struck by lightning and there were damages to the roof, sprinkler system, upstairs A/C and pet fence. ********************* was ****************** representative assigned to handle this loss. **** contacted the insured on August 16, 2023 to confirm loss details and advise that he was assigning Guardian Adjusters and Appraisers, which is one of our independent adjusting firms, to inspect the damaged roof and A/C leak and determine the cause of loss.
  Our independent adjuster inspected the damages and reported back after the inspection. He indicated there was lightning damage to multiple electronics within the home and **** adjacent to the strike. The independent adjuster and the insured's roofer, did not observe any storm damage to the dwelling's roof. The insured called out an A/C technician to inspect the A/C unit and the technician indicated that they cleared a blockage in the condensation line.
  Based on our claims experience, the blockage in the condensation line is typically not the result of a lightning strike. It would also be a separate occurrence according to the policy provisions. We explained this to the insured on August, 20, 2023 and asked if they wished to pursue the A/C leak as a separate claim. The insured disputed the two occurrences, so Central sent an independent adjuster and an engineer to inspect the insured's roof. The engineer opined that the leaking was consistent with deficient flashings and was not a result of storm related forces. Central then paid the insured a total amount of $11,006.49 for the lightning damages less their $1,000 deductible.
  The insured also took issue with the claim history in the ******** (Comprehensive Loss Underwriting Exchange) Report. We reviewed our records and found two losses have been filed:
  March 13, 2023Plumbing loss that was withdrawn by the insured with no payment. August 8, 2023Lightning damage with a total payout after deductible of 11,006.49.
  The ******** report identifies the August 8, 2023 claim as Claim 1, Claim 2 and Claim 3. Central handled this as one loss and opened reserves under the appropriate coverage for the single incident. A reserve was opened for dwelling damages, other structure damage and contents which correlates with the report; however, only one claim was filed by Central and only one deductible was applied. The incidents on the report all have the same date of loss.
  In reviewing the March 13, 2023 loss, the ******** report lists this incident as Claim 4 and Claim 5. This was also a single incident and only one claim was filed by Central. In this claim, Central opened a reserve for water damage and a reserve for mold. The reserves are set separately but fall under the one loss.
  In summary, we have a contractual responsibility with ***** Nexis to report all insurance claims through ********, regardless of whether there is a claims payout. With respect to this insured, we reported only two claims, one of which yielded a payout by Central. Central has no control over ***** Nexis regarding how they separate out claims that are reported to them by insurance carriers.
  Should you have any further questions, please don't hesitate to reach out.
  Sincerely,
  Central Mutual Insurance
  

  
  

• Initial Complaint

  Date:10/13/2023

  Type:Customer Service 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.

  I had an incident in my vehicle and opened a claim on 9/7/23. On 9/18/23, the vehicle was deemed a total loss. As of 10/13/23, I have not received any pay out from the insurance company for the total loss. My auto loan with my bank was payed off and closed out. Central Insurance has yet to send me the balance of the total loss payout. I have made numerous calls and spoke to about 6 different people since the claim has been opened. No one is able to give me any information on the status of the payout. They claim the paperwork is all handled by 3rd parties, and do not have visibility to see the status. I called again today, 10/13/23, and now they are telling me I need to complete an authorization form and mail it to them, which they did not provide to me this entire time. I feel they are finding excuses to not send me the money and need help.

  Business Response

  Date: 10/16/2023

  Central Mutual's insured caused damage to Mr. ******' vehicle. Central ran a valuation report which showed the vehicle would be a total loss (see attached) and sent it to Mr. ****** on September 18, 2023. Central then paid Mr. ******' lienholder in amount of $11,251.76. Prior to this compliant being received, Central Mutual spoke with Mr. ****** on October 13, 2023, and found out that he never received the required Power of Attorney form needed to complete the title transfer. Central resent the documents to him via email that same day and left a message for him to confirm receipt of the email.  The T/L settlement was $21,907.04, and Central subtracted out the $11,251.76 previously paid to Mr. ******' lienholder to leave $10,655.28 owed to Mr. ******. Central issued 50% of this remaining total loss balance, $5,327.64, owed to Mr. ****** the same day with an option for electronic funds transfer.  Mr. ****** is aware he needs to return the Power of Attorney form to Central to receive the additional $5,327.64. The balance will be issued to him upon receipt of that document.  As of 10/16/23, Central has not heard from Mr. ****** regarding any other questions or concerns.  

  Customer Answer

  Date: 10/16/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Claim was opened on 9/07.  On 9/18 car was deemed totaled.  Central did not send paperwork to my bank to pay off load until 10/02, however that is not entirely true.  They sent it to a third party, to have processed and sent to my bank.  I called my bank a few days later, and they confirmed they did not receive paperwork.  I called adjuster back, and he noted all paperwork is sent to a 3rd party and could take 2 weeks.  Bank received paperwork eventually, and loan was closed on 10/10.  I called 10/13 to get a status of my payment, and that is when Central informed me that they never sent me the proper paperwork, the Power of Attorney form.  Their statement that I didn't receive it, and had to resend it to me, is false as it was never sent in the first place.  See attached form, showing that it is dated 10/13.  Central also claims they are waiting for me to confirm that I received it, which is false.  I replied to the email on 10/13 @ 1:32pm (see attached email).  The form could not be returned electronically, as it needs to be mailed.  The paperwork was competed and returned on 10/14 via USPS.

  Once I called to complain, that is when they decided to release half the funds to me, via electronic deposit, which I am still waiting to receive.  Keep in mind, they were able to release these funds to me, before receiving any form they claimed they sent to me.  I understand that it can take 2-3 business days and will be calling back if not received in that timeframe.

  I will not be satisfied until the insurance company pays the total amount of money they owe me.  

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

  Business Response

  Date: 10/17/2023

  Central Mutual does utilize a third party vendor to obtain lienholder payoffs. After declaring Mr. ******' vehicle a total loss on September 18, 2023, Mr. ****** sent Central his lienholder information on September 21, 2023, after Central requested same on September 20, 2023. Central's vendor requested payoff information from the lienholder that was provided to Central's vendor on September 26, 2023. Central then initiated payment directly to Mr. ******' lienholder on October 2, 2023, in amount of $11,251.76 per payoff instructions that were good through October 6, 2023.

  Mr. ****** is correct that the Power of Attorney form was overlooked and not sent to him by Central's salvage team. Central was unaware of this oversight until Mr. ****** called on October 13, 2023. Central confirmed Mr. ******' attached confirmation of receipt of POA. Central's practice is to remit funds once all needed documents are received. Due to Central not sending needed POA documents timely, Central made an accommodation and paid Mr. ****** 50% of the remaining amount due ($5,327.64) on October 13, 2023, due to its oversight in sending the POA documents. Central stands ready to issue the remaining $5,327.64 once the documents Mr. ****** noted as mailing on October 14, 2023, are received. Central apologizes for the oversight and delay relating to Mr. ******' total loss documents but moved as expeditiously as possible once alerted to the oversight on October 13, 2023. 

   

  Customer Answer

  Date: 10/18/2023

  
  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.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/10/2023

  Type:Customer Service 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.

  On May 20, 2023, My 5yo daughter and I was involved in an auto accident with a client of this company. As of July 10, 2023 I still can't get the adjuster or her supervisor to return phone calls to settle the claim. The unprofessional behavior of this company is beginning to feel retaliatory so I am seeking assistance to settle this matter and claim

  Business Response

  Date: 07/14/2023

  Central Mutual's insured was in an accident with the Complainant on May 20, 2023. After receiving the police report on May 30, 2023, Central sent a letter to the Complainant on June 1 requesting an estimate for his auto damage. Central took his recorded statement on that day and settled his bodily injury claim. Central's auto adjuster communicated with Complainant on June 5 (attachment 1) about the appraisal and rental process. Central further communicated on the Complainant regarding his carseat replacement and explained what would be needed to process that (attachment 2). It should be noted that Central offered to replace the carseat despite Complainant never sending pictures of the cut straps as requested. 

  Central then received a valuation report for Complanant's vehicle on June 21 and emailed to him (attachment 3). There were then several emails exchanged between the Complainant and auto adjuster on the value (attachment 5). Complainant's position is that Central should pay him based on comparables emailed despite Central explaining why these comparables were not relevant (attachment 6). The vehicle was declared a total loss on this day. Central then gave Complainant seven days rental and extended it another two days due to Complainant's request. 

  In a legal liability situation, Central Mutual only owes for the actual cost value of property damaged by its insureds. It does not owe replacement cost. Central ran a report to find that amount and sent it to the Complainant who is unsatisfied with the offer. Complaint is free to pursue these damages under his own automobile policy if he is not satisfied with this value or provide evidence to Central that supports a higher actual cash value. That carrier can then subrogate against Central Mutual for those damages. However, Central has received nothing from Complainant to change Central's position on the value of Complainant's vehicle.

  Complainant alleges that Central will not return his calls, but all arguments have been exhausted while Complainant's voicemails are aggressive and unproductive. Central stands by its offer to settle which is reasonable based on market research as contained in valuation report referenced above. 

  Customer Answer

  Date: 07/14/2023

  
  Complaint: ********
  
  I am rejecting this response because:
    The author of the response that you received has obviously not listened to the recorded phone calls between the adjusters and myself.  When I explained what had happened and questioned their delay (almost 2 weeks) in contacting me, I was offered $500 as compensation "for my troubles" and was told that I needed to sign a release so that the check could be deposited into my PayPal account. I received a request for electronic signature and returned it the same day.  The author of this email response is now taking the position that I signed a liability release.  I dispute this and request that a legible copy be forwarded to my attorney as it is hard to read anything on a 4" phone screen and I have not yet been provided copies of anything by this company.  I wear glasses and bilateral hearing aides, and my screen reader is not always adequate to read online documents. I agree that my phone calls became aggressive after multiple attempts to reach and speak to either adjuster or a supervisor; I still can't get anyone to answer the phone or return my calls.  The entire communication process was horrible from the onset when the second adjuster would not return phone calls or messages for 10 days and later claimed that she was absent from the office attending a funeral.  I understand and respect her absence, what I don't like is that ANYBODY (either her supervisor or the other adjuster) could gave called me to explain the delay and processed my claim in her absence, instead of leaving us without transportation.  When the adjuster did respond she authorized a rental and told me that she would compensate me for the cost  of transportation to the rental agency (1 hour 28 minute drive).  I appreciate the rental for the duration it was provided but they never provided a settlement to replace my "totaled" vehicle.  They have since terminated the rental and still haven't provided a settlement.

  To address the comment regarding the car seat.  I was told by the initial adjuster to be sure to discuss it with the second adjuster.  When I did, she indicated that she needed a picture of the car seat to determine a valuation.  I took a picture of the manufacturers identification tag and forwarded it to her the same day and then subsequently placed the car seat at the curb for trash pickup.  It wasn't until 8 days later, and after many attempts to reach her by phone, that she claimed to now need a picture of the car seat showing the straps were cut or would not otherwise provide reimbursement. When I explained that this lack of communication is the very reason that I was trying to get her to return my calls, she stated that she was done arguing with me and that I needed to provide her adequate time to process the claim.

  She additionally stated that she  contracted with a third party vendor to come pickup my vehicle after it had been inspected by an appraiser.  The aforementioned vendor contacted me at @'3:30pm and stated that they were coming to get the vehicle within the hour.  I was asked if I still had the title.  I said yes and was asked if I was told to give him the title or mail it to the adjuster.  I responded that I was not provided instruction and would need to call the adjuster.   I then tried to call the adjuster multiple times before 4:30, she never answered or called back.  The vendor called me back and stated that they were not able to reach the adjuster either and would reschedule the pickup for the following morning.  I was told by the vendor to sign the title and leave the keys and title in the vehicle and if they would speak to the adjuster when they could reach her. The vehicle has now been removed, I don't have a rental vehicle to use and still haven't received a settlement to use to replace my vehicle.  I understand that processing  a claim takes time but the accident was on May 20 and we are 6 days short of two months.  I have tried to communicate with this company but now feel the delays are deliberate and retaliatory for involving her supervisor. In our last telephone conversation she also stated that she would not compensate me for the cost of returning by uber after returning the rental car.  There seems to be a gotcha or deliberate omission in every offer that thus company provides.
  

  This incident has been a major disruption into my single parent to a 5 yo life.  During all these delays in settlement I have had to use Uber and Veterans Service Commision to seek and attend medical appointments for the injuries that this crash has exacerbated in myself and newly created in the  my daughter.

  I detest litigation and have made every attempt to communicate and settle with this adjuster.  as you can see from theirvresponse that they are still making excuses for their lack of communication and professionalism.

  At this point I still don't have a vehicle, I still dont have a settlement and have retained an attorney so they can now communicate with the attorney since they won't communicate with me.

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

• Initial Complaint

  Date:12/02/2022

  Type:Order 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.

  In November of last year, my house was inspected from the outside by a Central Insurance Auditor. I receieved a letter a few months later stating that my roof needed to be replaced even though the house was under the age of 20 and that my gutters were full. I went through the steps of looking for a roofer. When I told them the age of the house and that I wasn't having any issues with the roof but the insurance company was pushing for a new roof, they were in disagreement. One of them used a drone to look at the areas in question and found no significant issues. An area where there was an alleged problem turned out to be just dirt bouncing off of the shingles and hitting the side of the house. The gutters were fitted with guards when they were installed and caught two twigs in the filters at the high point. From the ground, the gutters appear full but from above, and based on the flow of the water from the downspouts, they aren't. Now Central is advising me that if I don't spend $20K to replace non-existent issues on the roof, my policy will not be renewed.

  Business Response

  Date: 12/14/2022

  To Whom It May  Concern:

  This is in response to the complaint addressed to ****** ******* and forwarded me for review and response. We have reviewed our files and determined that an inspection of the insured's dwelling revealed clogged gutters and some curling/lifting shingles and granular loss on the roof.  In November of 2021, we sent a letter outlining our concerns and requesting proof that our concerns were addressed in order to continue on the policy.  Acceptable proof of addressed concerns could include photos of work completed, work orders for repairs completed, or statements from licensed professionals indicating what work was or was not needed on the home.  When we received no documentation that our concerns had been addressed, we sent legal non-renewal on the policy.  We did not require the insured to replace his roof.  The policy is set to non-renew 3/1/23. If we receive documentation confirming our concerns have been addressed (which could include photos of the cleaned gutters and written statements from licensed roofers regarding the condition of the roof) we would be able to rescind the non-renewal.

  Please Let me know if you need additional information!

  Thank You

  ******** 

  Personal Lines Manager

  Customer Answer

  Date: 12/14/2022

   
  Complaint: ********
  
  I am rejecting this response because:
  
  the response is just the original statement reworded to look like not being was being forced.  Non-renewal for non compliance is just another way to say, get a new roof or your policy won’t be renewed.  
  

  Fact: your “expert” never went on said roof and did their examination from ground level or used a drone and took some blurry photos of the house.  
  

  Fact: no roofer is going to put in writing that a house doesn’t need a new roof.  They are in the business to make money and will always push for work to be done.  No roofer wants to vouch for something they didn’t install.  
  

  Fact: Your recommendations are based on opinion and not fact.  You are utilizing information from a so called expert that supposedly knows roofs without actually getting on the roof or even using a ladder for close examination.  
  

  Fact because you are going by statements made by conjecture from somebody who didn’t look at the roof properly, you have no merit behind your claim that my policy cannot be renewed.  I pay my bills on time every month and have not done anything to warrant non-renewal.  Your claims that I have to provide proof of work to show the house needs work is surmount to extortion as you are telling me I have to pay to play when I am already paying.  
  Sincerely,
  
  ****** *****