Business Profile

Insurance Companies

Erie Insurance Group

Headquarters

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Complaints

This profile includes complaints for Erie Insurance Group's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

196 total complaints in the last 3 years.
58 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/25/2025
Type:Billing 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.
The company ******* is trying to charge me $11K for an accident I was not involved in. Erie Insurance Group is the client name. The accident occurred on 5/4/24 and was a vehicle collision. I was not a driver nor was a passenger. I was not at the scene of the accident either. My mother was involved in her car and I had an insurance policy on her car. She told me the charges were already paid for by her auto insurance for the damages of the vehicle. I should not have to pay $11K because I was not involved.
Business Response
Date: 04/30/2025
Dear Ms. ****************** letter is in response to your correspondence received by our office on April 29, 2025,
regarding a complaint filed by ******* *****. On May 5, 2024, ******* ****** Mother, ******
Black, was driving a 2018 **** Escape when she struck the **** Insureds parked and
unoccupied vehicle. There was a witness who wrote down the Ms. ****** license plate info, and
after originally fleeing the scene, ****** ***** returned and admitted guilt to police.
Originally, **** was under the impression that ******* ***** was the owner of the **** Escape
since she carried an insurance policy on it through The General. **** contacted The General,
but they denied coverage since ****** ***** was not a listed driver and did not have a valid
drivers license at the time of the accident.
Since no further insurance was located for the **** Escape, **** turned over the collection to
Subro IQ to pursue both the driver and the owner for damages sustained to the **** vehicle.
On April 25, 2025, Subro IQ spoke with ******* ***** to confirm registered owner information
for the **** Escape, and indicated they will pursue only ****** ***** for the damages, as she
was the owner and driver of the vehicle at the time of loss.
We greatly appreciate the opportunity to respond to your inquiry and hope the information
provided will assist with your investigation. If we can provide any additional information or
clarity, please contact me directly at ************ or via email at
*************************************************************************.
Sincerely,
**** *., AINS
Executive Resolution Examiner II
Customer Answer
Date: 04/30/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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,

******* *****
Initial Complaint
Date:04/22/2025
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.
Context:On February 26, 2025, my 2004 ***** ES330 was rear-ended in ****, ************. The other driver admitted full fault and received a traffic citation. The damage included a torn rear bumper and dents/scratches on the rear right side.This is my second claim (#A00006594438) with Erie Insurance. The first claim was for an unrelated accident on January 28, 2025, when another driver struck the front passenger door in a covered parking garage. That driver also accepted full liability, and Erie issued payment of $3,253.99 based on a repair estimate. However, the check was received a week after the second accident, delaying repairs.Erie is now combining both claims and has declared my vehicle a total loss, offering $3,740.85 for the second claimif I surrender the vehicle. I believe this unfairly undervalues the second claim.Specific Complaints:Biased Total Loss Determination:Eries adjuster used an internal estimate (without allowing a repair shop review) to declare a total loss. In its response to the Pennsylvania Insurance Department, Erie claimed the decision was based solely on the third-party market value of $6,599 (via *************************) and did not factor in the first claims damage. However, I have independent repair estimates for the second accident that fall below $6,599, showing the vehicle is still repairable.Unjustified Deduction from Market Value:Erie is deducting the full pre-tax payout of the first claim$3,069.80from the $6,599 market value, reducing the settlement to $3,529.10 (only 53% of the vehicles assessed value). This is despite the first accident not affecting the vehicles drivability or repairability. Industry practice typically reduces value by 1020% of the repair costs for prior damageoften less for high-mileage vehicles like mine (140K miles).Recent Negotiation:On April 22, 2025, I submitted a $5,600 (pre-tax) counter-offer for the second claim, which was rejected without discussion.
Business Response
Date: 04/30/2025
Dear Ms. ****************** letter is in reference to your correspondence dated April 22, 2025, received in our office on April 24,
2025. You request that ERIE review and respond to the Complainants concerns regarding the handling
of his claim.
The January 30, 2025 claim (#A00006533817) for damages on January 28, 2025, resulted in a repair
estimate, paid on March 11, 2025.
The February 26, 2025, claim (#A00006594438) was inspected on February 28, 2025. Damages exceeded
the vehicles value, leading to a total loss. The repair estimate for this incident was higher, confirming
total loss status.
As the repair payment from the initial claim has not yet been finalized, a deduction was applied for
unrelated prior damages.
ERIE correctly classified the vehicle as a total loss, and the deduction was appropriately applied.
We believe this matter has been resolved. If you have any additional questions, please feel free to contact
me directly at ************** or via email at *************************************************************************.
Sincerely,
**** *., AINS
Executive Resolution Examiner II
Customer Answer
Date: 05/01/2025
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, details of the offer I reviewed appear below.
The response from Erie Insurance repeats their narrative and does not address my issues of contention directly or indirectly. It is as if they are intentionally talking past my fairness concerns.
Specifically,
1. Erie states "The repair estimate for this incident was higher, confirming total loss status."
WHAT THEY FAIL TO EXPLAIN: The repair estimate was done by an Erie EMPLOYEE, not a repair shop. I have good reason to believe that the cost of repair is less than the market value of the vehicle as determined by a third party valuation company that was commissioned by **** (not by me).
2. Erie states "As the repair payment from the initial claim has not yet been finalized, a deduction was applied for unrelated prior damages."
WHAT THEY FAIL TO EXPLAIN: The deduction applied is the FULL cost of repair for the first damage. This is contrary to standard industry practice for assessing the value of a vehicle with prior damage. The industry norm is to deduct 10-20% of the market value of a vehicle for specific prior damage, not the FULL cost of the repairs. For an older vehicle with over 100K miles like mine, the deduction is much less and according to one web site I came across, there is no deduction for vehicles with >100K miles.
3. Erie states that "We believe this matter has been resolved".
The matter cannot be considered RESOLVED until both parties (in this case, Erie Insurance and me) agree to a fair resolution.

The basis of my complaint and I believe that the reason why organizations like BBB exist is to protect individual consumers from powerful, well-resourced insurance companies who seek to bend the law to their economic favor. I will call you tomorrow to see if my issues, which are rooted in a common sense notion of fairness, make sense to you.

Regards,

*** ******
Initial Complaint
Date:04/14/2025
Type:Billing 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.
Dear Better Business Bureau,I am writing to formally request your assistance in resolving a billing discrepancy with Erie Insurance regarding a recently cancelled home insurance policy.I purchased a home insurance policy of Erie Insurance with coverage originally set from November 26, 2024, to November 26, 2025. On December 24th 2024, I submitted a written request to cancel the policy effective December 30, 2024. I subsequently received written confirmation from ******* ***** that the cancellation had gone through. Please find attached email communication. However, I have since received a final bill that incorrectly reflects the policy period as November 26, 2024, to March 2, 2025. This does not align with the agreed-upon cancellation date of December 30, 2024. I respectfully request that the BBB investigate this matter and assist in having the billing corrected to reflect the accurate policy period of November 26, 2024, to December 30, 2024. I also ask that any charges for coverage beyond the cancellation date be removed.Thank you for your attention to this issue. I appreciate your assistance and look forward to a prompt and fair resolution.Sincerely,**** ******
Business Response
Date: 04/16/2025
Dear Ms. ****************** is in response to your letter dated and received on April 15, 2025, regarding Mr. ******* complaint
regarding the correct date of cancellation for his ErieSecure Home policy.
After a thorough review, ERIE is in agreement that Mr. ****** did indeed request cancellation effective
December 30, 2024. We believe due to a system issue, and unbeknownst to the Agent, the request was dropped
from our system, and the policy remained in force. After no payment was received, the policy cancelled in error
on March 2, 2025. We sincerely apologize to Mr. ****** for this oversite.
ERIE is in the process of reinstating the policy effective March 2, 2025, and re-cancelling the policy effective
December 30, 2024. The corrected paperwork will be mailed to Mr. ****** once the process has been
completed.
If you have any other questions, please do not hesitate to contact me at ****************************** or via
email at *************************************************************************.
Sincerely,

***** *., AINS, AIS, CISR, PLCS
Executive Resolution Examiner II
Office of the President

Customer Answer
Date: 04/16/2025

Better Business Bureau:

Thank you for your attention and assistance in facilitating the resolution of Complaint ID ********. I appreciate your efforts in addressing this matter.
Please find the attached letter - ComplaintID23204865.pdf for your review, which outlines further details regarding this matter.
ADDITIONAL INFORMATION:
I have reviewed the response provided by the business regarding
Complaint ID ******** and find the proposed resolution to be satisfactory.
I look forward to receiving the corrected paperwork reflecting the coverage
period from November 26, 2024, to December 30, 2024.
I would also like to clarify the comment regarding non-payment. I initially
made the full payment; however, after repeated and unsuccessful attempts
to have the policy canceled as of December 30, 2024and experiencing
ongoing difficulties with both the agent and customer service, where I was
continuously redirectedI ultimately had no choice but to stop the payment
through my credit card company.
Additionally, I received an email from the agent as shown in my original
attachment, confirming that the cancellation had been processed and that it
would be reflected online. However, the information displayed on the
website still appears to be inconsistent with this.
Thank you again for assisting in the resolution of this matter. I look forward
to receiving the corrected documentation.
Regards,
**** ******
Initial Complaint
Date:04/11/2025
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.
They attempted to charge my bank account on 04/07 although I called the previous month to request a stop draft and also paid my bill on 04/03. I called in on 04/11 when I was notified by my bank it was being returned and was told I will be charged $25 return fee per policy. They refused to do anything because they couldnt locate my phone call requesting the stop draft therefore wouldnt do anything pertaining to me being charged even though I paid prior to when they drafted the funds. This is the second time they failed to keep their word as just in February I was charged a fee even though when I called in I was told if I made payment before the return payment posted I wouldnt be charged a fee although thats not the case as its not a late fee its a return payment fee. They did locate that but refused to do anything. I gave them a chance since that was my fault. I did change my address recently and asked if that could have affected it but I was told no. If they refuse to waive these fees when its their fault and not mine then I no longer wish to keep them as a provider. I have been with them for some time and havent had any issues until this year but Im not stuck in stone to stay.
Business Response
Date: 04/16/2025
Re: Complainant ID # ********

This is in response to your letter dated and received on April 12, 2025, regarding a complaint
filed by our insured concerning ERIE charging return payment fees to the policy.
In regard to the complaint, our Debit Withdrawal Notices state:
Please contact your Agent or Erie Insurance ************* at ************** for the following:
? To stop a Debit Withdrawal. Please provide notification to **** not less than three (3)
business days before the Debit Withdrawal Date is required.
? To change your payment plan.
? Any other questions regarding this withdrawal.
A review of our file confirms that on at least two occasions the insured did not provide ERIE
with enough time to stop the debit withdrawal. The insured has also made manual payments on
or after the Debit Withdrawal Date, which would not stop the draft from occurring.
On February 10, 2025, the insured made a manual payment on ***** website. The February
withdrawal from the bank account on file had already been initiated by ****. When the
withdrawal from the bank account on file was not honored as a result of nonsufficient funds, the
insured was assessed a $25.00 return payment fee. **** did decline to waive the $25.00 return
payment fee due to having waived one that was assessed in December 2024 and the payment
being returned was not a result of company error.
The insured made a manual payment on March 03, 2025, which was done in enough time to post
to the policy and as a result **** did not attempt to withdraw a payment for that month.
The insured made a manual payment on April 03, 2025, which did not allow enough time to post
to the policy and ensure a withdrawal did not occur for that month.
As of this writing, the withdrawal for the month of April has been returned for the reason of
nonsufficient funds and a $25.00 return payment fee was assessed. ERIE is not obligated and not
willing to waive any additional fees at this time due to the insured not notifying us in the time
needed to stop the withdrawal. We strongly encourage the insured to contact their agency to
explore other payment options that may be more suitable for their needs.
Thank you for allowing us to review and respond to the insured's concern. If you should need
any additional information, please feel free to contact me directly at ************** or via email
at *************************************************************************.
Sincerely,

****** *.
Executive Resolution Examiner I
Office of the President
bc: Appalachian Insurance Agency, EE2000
Customer Answer
Date: 04/16/2025
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, details of the offer I reviewed appear below.

My autopay is set for the 7th of each month. I paid on the 3rd which is 4 days before. They just stated I needed to pay them within 3 days before the autopay. Not just this but they deny I called to request a stop draft prior to this.

Regards,

******** ******
Business Response
Date: 04/25/2025
Re: Complainant ID # ********
Dear Ms. *************** is in response to your letter dated and received on April 16, 2025, requesting a follow-up
response to a complaint filed by our insured concerning ERIE charging return payment fees to
the policy.
As indicated in our original response, our Debit Withdrawal Notices state:
Please contact your Agent or Erie Insurance ************* at ************** for the following:
? To stop a Debit Withdrawal. Please provide notification to **** not less than three (3)
business days before the Debit Withdrawal Date is required.
? To change your payment plan.
? Any other questions regarding this withdrawal.
The insured indicated that payments are withdrawn from the bank account on file on the seventh
of each month. The Debit Withdrawal notice does not state that manual payment needs to be
made to stop that months debit withdrawal 3 days before it occurs. As indicated above, the
insured is to provide notification to ERIE no less than three (3) business days before the Debit
Withdrawal Date. The insured did make a manual payment on April 03, 2025, however, that was
not done in enough time to stop the April 07, 2025, debit withdrawal. When the manual payment
was made on April 03, 2025, the April 07, 2025, withdrawal from the bank account on file had
already been initiated by ERIE
The Debit Withdrawal Notice advised the insured to contact ERIE or the Agent with questions
regarding the withdrawal. ERIE nor the Agent have any record of the insured calling ERIE
between February 29, 2025, and March 31, 2025, to stop the debit withdrawal that was to occur
on March 07, 2025, and April 07, 2025.
Thank you for allowing us to review and respond to the insured's concern. If you should need
any additional information, please feel free to contact me directly at ************** or via email
at *************************************************************************.
Sincerely,

****** *.
Executive Resolution Examiner I
Office of the President
bc: Appalachian Insurance Agency, EE2000
Customer Answer
Date: 04/26/2025
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, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
I did call in to do a stop draft.. its not my fault the agent didnt correctly place it. I did pay 4 days prior to the draft day. I should not be charged a return payment fee for the draft on the 7th because I paid on the 3rd therefore the draft shouldnt have been made.. going into it more the draft shouldnt have even happened because I put the stop draft in with them.

Regards,

******** ******
Initial Complaint
Date:04/02/2025
Type:Billing Issues
Status:
UnresolvedMore 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.
Erie is attempting to charge me for insurance that I did not request. They sent me a letter of non-renewal and then several months later sent me a notice saying I was eligible for renewal after obtaining coverage elsewhere. I initially inquired about renewing as I was fairly happy with ****. Come to find out, the guy who helped me on the phone (*******) misinterpreted what I said (which should be recorded) and is attempting to bill me for insurance that I did not have or request. **** is demanding $91 for a period when I lapsed insurance before obtaining coverage elsewhere. I never verbally agreed, signed or acknowledged any agreement to accept ****'s coverage for the dates ******* came up with. I told him specifically I wanted my insurance to back date to when my coverage with the other provider began so that I could call them and get a refund. I never said I wanted to backdate to ****'s original cancel date as I lapsed for a period after that so I had no coverage. INSTEAD, HE INCOMPETENTLY BACK DATED THE INSURANCE POLICY TO THE END DATE OF ERIES FIRST POLICY AND ENDING WHEN I OBTAINED COVERAGE ELSEWHERE. ESSENTIALLY BILLING ME FOR INSURANCE I DIDN'T HAVE OR USE.
Business Response
Date: 04/16/2025

This is to confirm receipt of your letter dated April 2, 2025, received in our office on April 3, 2025.
You request ERIE review and respond to the insureds concerns regarding earned premium due
applicable to the subject policy that the insured states he did not have or request. This involves a oneyear auto-renewing policy having effective dates of October 22, 2024, to October 22, 2025.
In review of our files, the following chain of events occurred:
August 30, 2024 ***************************** mailed the insured a Notice of non-renewal
effective October 22, 2024, for reason of claim frequency.
December 5, 2024 As a result of Tropical ***** ******, the ****************************
Agency (****) issued Declaration (DR-4827-**) to the ************************* of
Insurance. This declaration pertains to all insurance carriers requiring continued insurance
coverage to be held in effect for specific ************** counties, including the county where the
named insured resides. **** informed Mr. ******* of this requirement.
December 6, 2024 ERIE mailed Mr. ******* a letter confirming that we reinstated this policy
as of October 22, 2024, indicating coverage have been reinstated to remain in force with no lapse
in protection. The letter advised the insured to contact his agent in the event he had any
questions. ERIE did not hear back from the insured until the January 2, 2025, telephone call
noted below.
December 7, 2024 ERIE mailed a Notice of Continuation to Mr. ******* indicating his policy
renewed effective October 22, 2024, with no interruption in coverage.
January 2, 2025 ********** received a telephone call from Mr. ******* when he informed us
that he obtained coverage with another insurance carrier. It was during this telephone
conversation that ERIE explained the ************************* of Insurance requirement to
renew his policy due to the ************************* in effect. In effort to assist the insured,
ERIE requested proof of other insurance coverage from Mr. ******* in consideration of
backdate canceling the subject policy for him. Mr. ******* agreed and emailed a front-page
copy of his new policy with the other insurance carrier, confirming coverage obtained with a policy inception date of November 22, 2024.
Following review of that document, ERIE agreed
to backdate the cancellation of the subject policy of insurance for Mr. ******* effective
November 22, 2024.
Mr. ******* states in his letter to your office that he inquired about renewing the subject policy
with ERIE and then states ERIE is inappropriately attempting to bill him $91.00 for a policy that he
did not have or request.
ERIE renewed the insureds policy per the ************************* of Insurance directive
effective October 22, 2024, with a total annual policy premium in the amount of $1,075.00. When
ERIE agreed to backdate the subject policy for Mr. ******* effective November 22, 2024, this
resulted in an earned premium amount due in the amount of $91.00. This amount includes insurance
coverage provided to the insured from October 22, 2024 through November 22, 2024. This earned
premium amount remains due and has since been referred to collections. On April 3, 2025, our
office agreed to place a 30-day hold on collections to enable the insured to make necessary payment
if he elects to do so. This policy remains cancelled effective November 22, 2024.
We believe we have provided the information necessary to assist with your review of the
complainants concerns. If we can provide additional information or clarification to assist you with
your investigation, please contact our office at ***************.

Sincerely,
******* *., ACS, AINS, AIS, AU, CIC, PLCS
Executive Resolution Consultant
Office of the President

SVR:
Enclosures:
1. NC Moratorium Declaration
2. ERIE Reinstatement Letter to Insured
Cc: ******* Insurance ***********, JJ2280
Cc: ****** *****, VP & ********* ****** Manag
Customer Answer
Date: 04/16/2025
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, details of the offer I reviewed appear below.

The phone calls with Erie are recorded and what they are stating is false. I did not request to backdate cancel the policy. I stated that I wanted to cancel my current policy and renew with **** effective the date that I began coverage with my Allstate policy. My insurance lapsed because my agent dropped the ball in finding me alternate coverage since Erie sent me a letter of non-renewal.
My lapse in insurance was technically up to me as there is no law stating I have to maintain coverage. Therefore I will not be paying Erie for the time in which my insurance lapsed as I did not carry coverage at that time. The state mandating them reinstate my policy is still up to my discretion and I chose not to renew with ****. My policy with Erie ended on October 22nd and I chose not to renew it.

Regards,

******* *******
Initial Complaint
Date:03/31/2025
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.
Entered by H363137**3238313831H staff LO Consumer received a notice stating that his policy is being terminated. He called to ask why because he has never been late on payments or collected on any claims. They told him the termination was due to claim frequency. The consumer states he called in 2021, 2023 and once in 2024. During these calls he states he only asked if damage to his home was covered. They sent out an adjuster each time and he was told each time there wasn&#**;t enough damage for them to cover it. Consumer states that was the end of it and no repairs were made.
Business Response
Date: 04/07/2025
This is in response to your letter dated and received on April 1, 2025. You asked that we review
and respond to the Insureds complaint regarding ERIEs decision to nonrenew their ERIESecure
Home Policy effective April 28, 2025, for the reason of claim frequency.

Upon receipt of your letter, we reviewed the insureds file to confirm that the Insured submitted
three claims to ERIE which occurred over the past few years. **** investigated each claim
individually and based on their own merit. Following the closure of these claims, ERIEs
Underwriting Department mailed the Insured a Notice of Non-renewal effective April 28, 2025,
for reason of claim frequency. As a result, and following our review of the action taken , the
Insureds policy will non-renew effective April 28, 2025, as ERIE mailed a proper and timely
notice. Also be advised that payment of a claim is not required in order to non-renew a
homeowners insurance policy for reason of claim frequency.

We believe we have provided the information necessary to assist with your review of the
complainants concerns. If we can provide additional information or clarification to assist with
your review, please contact our office at **************.

Sincerely,

*** S. ****
Executive Resolution Examiner I
Office of the President
Initial Complaint
Date:03/29/2025
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.
Erie Insurance, despite clear notification that my vehicle was stolen and I did not authorize any repairs, wrongfully facilitated and paid for unauthorized repairs. As a victim-witness in the ongoing criminal prosecution of **** *****/Case Number #******** for motor vehicle theft and forgery related to this incident, I assert this constitutes unfair claims handling, breaches state insurance regulations, disregards my policyholder rights, and caused me direct financial harm. This connection to a criminal matter highlights the severity of Erie's actions and suggests a potential disregard for the ongoing criminal investigation and my rights as a victim. I request assistance from the BBB to facilitate a resolution between me and Erie Insurance.
Business Response
Date: 04/07/2025
This is in response to your letter dated and received March 29, 2025, regarding Ms. ****** complaint with
ERIEs handling of the above-referenced claim concerning a stolen vehicle.

After a thorough review, ERIE believes the vehicle in question was repossessed by ***** Lease Trust. ERIE
spoke to the investigating office of the **************************************, who advised no charges were
filed, the vehicle was repossessed by ***** Lease Trust, and his file was closed in December 2024. There is no
ongoing case at this time.

We would suggest Ms. ***** contact the finance company to review the repossession of the vehicle.
If you have any other questions, please do not hesitate to contact me at ****************************** or via
email at *************************************************************************.

Sincerely,

***** *., AINS, AIS, CISR, PLCS
Executive Resolution Examiner II
Office of the President
Customer Answer
Date: 04/08/2025
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. Erie Insurance stated no charges were filed, the vehicle was repossessed by ***** Lease Trust, and this file was closed in December 2024. This statement is unequivocally false and contradicts the documented evidence I have provided, including police reports, victim notification forms, victim Witness letters and notice from *************************
I am a victim-witness in the ongoing criminal cases, involving charges of FORGERY and Theft Of A Motor Vehicle. [Prosecutor File # ******** (MV theft) Prosecutor File #******** (Forgery)].

Regards,

******** *****
Business Response
Date: 04/16/2025
Re: Complainant: ******** ***** BBB Complaint ID #********
This is in response to your letter dated April 11, 2025, and received April 14, 2025, regarding Ms. ****** complaint with ERIEs handling of the above-referenced claim concerning a stolen vehicle.We have answered Ms. ****** concerns in our previous response. Our position has not changed. We would suggest Ms. ***** contact the finance company to review the repossession of the vehicle.If you have any other questions, please do not hesitate to contact me at ****************************** or via email at [email protected],***** *., AINS, AIS, CISR, PLCS Executive Resolution Examiner II Office of the President c: Capital Insurance Agency, DD3226 c: ***** *****, VP & Branch Manager II, ***************
Customer Answer
Date: 04/16/2025
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, details of the offer I reviewed appear below.

I am writing in response to Erie Insurance's latest communication regarding my BBB Complaint ID #********, dated April 16, 20**. I am deeply disappointed that Erie Insurance continues to disregard the overwhelming evidence of the theft of my vehicle and instead suggests I "contact the finance company to review the repossession of the vehicle."

Erie Insurance's persistent mischaracterization of the events is unacceptable and demonstrates a continued refusal to acknowledge the truth. For the record:

My vehicle was STOLEN on June 15, 20**. This is supported by official police reports from the ************************************* (Case #**-040670 for Theft and #**-005055 for Forgery).
I am an official VICTIM-WITNESS in the ongoing criminal case against **** ***** (Prosecutor's File Number: [******** & ********]) for Theft of a Motor Vehicle and Forgery.
Erie Insurance's own Claims Representative, ******* ********, acted inappropriately by issuing an unauthorized two-party check to the individual charged with stealing my vehicle.
The issue is not a "repossession" by the finance company, ************************ (HFS). *** became involved after my vehicle was stolen and was forced to file a lawsuit to recover their asset due to the fraudulent actions of the thief. Erie Insurance's attempt to shift responsibility to HFS and frame this as a simple repossession is a blatant misrepresentation of the facts.

Erie Insurance's continued refusal to acknowledge the theft and their directive to contact the finance company is a disingenuous attempt to avoid their obligations under my insurance policy. They are ignoring the criminal act that triggered my claim and clinging to an initial police assessment that has been superseded by the formal criminal charges.

I urge the BBB to recognize Erie Insurance's bad faith in this matter. Their response is not a genuine attempt to resolve the complaint but rather a continuation of their efforts to evade their responsibility to their policyholder. I request your further assistance in compelling Erie Insurance to conduct a fair and accurate review of my claim based on the evidence of theft, not a fabricated narrative of repossession.

Regards,

******** *****
Business Response
Date: 04/25/2025
******** ******
Better Business Bureau
Serving ********************
*******************************
******************
RE: Complainant: ******** *****
BBB Complaint ID #********
Dear Ms. *************** is in response to your follow-up letter dated April 16, 2025, and received April 18, 2025, regarding Ms.
****** complaint with ERIEs handling of her claim regarding a stolen vehicle.
ERIE completed a thorough investigation, and our position has not changed. As previously stated we believe Ms.
***** should contact her leasing company regarding the whereabouts of her vehicle.
Sincerely,
***** *., AINS, AIS, CISR, PLCS
Executive Resolution Examiner II
Office of the President
c: Capital Insurance Agency, DD3226
c: ***** *****, VP & Branch Manager II, ***************
Customer Answer
Date: 04/26/2025
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, details of the offer I reviewed appear below.

Subject: Re: BBB Complaint ID #******** - ********************** Response Dated April 21, 2025

Dear *** *****,

I am writing in response to Erie Insurance's letter dated April 21, 2025, regarding my BBB Complaint ID #********. It is deeply concerning and frankly insulting that, despite the clear and irrefutable evidence of the theft of my vehicle, Erie Insurance's position "has not changed." Their continued insistence that I "should contact their leasing company regarding the whereabouts of her vehicle" is a blatant dismissal of the facts and a complete abdication of their responsibility.

Erie Insurance is fully aware that my vehicle was stolen on June 15, 2024. This is not a matter of the vehicle's "whereabouts" being unknown; it is a criminal act that was reported to the police and is currently being prosecuted by the State. I am a victim-witness in this ongoing criminal case.

For Erie Insurance to continue to suggest that I should inquire with the leasing company about the whereabouts of a repossessed vehicle is a deliberate misrepresentation of the truth. ************************ (***) was forced to take legal action to recover their asset after it was stolen and fraudulently held. Their involvement is a direct consequence of the theft.

Erie Insurance's refusal to acknowledge the theft, despite the police reports, the prosecutor's involvement, and the inappropriate actions of their own claims representative, ******* ********, is a clear indication of bad faith. They are intentionally ignoring the criminal act that triggered my insurance claim and attempting to mislead the BBB.

I urge the BBB to recognize the absurdity and the unacceptable nature of Erie Insurance's response. Their position is not based on facts or a reasonable assessment of the situation but rather on a stubborn refusal to accept responsibility for a legitimate claim. I request your continued assistance in holding Erie Insurance accountable and compelling them to honor their obligations under my insurance policy for a stolen vehicle, not a misplaced or repossessed one.

Regards,

******** *****
Initial Complaint
Date:03/20/2025
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.
I called got a quote for car insurance we came to an agreement on price I even asked the lady if the insurance would be a different price the next month she of course said no. So I paid and got coverage on my truck the very next month they sent me a bill for almost double the rate over $200 more than we agreed. So I switched I dropped them for a better insurance company with no lapse in coverage. I even called to let them know I switched and the reason and emailed them prove of my insurance with new company. They continue to bill me wanting me to pay them. I want them to drop the bill!!!
Business Response
Date: 03/31/2025
This is in response to your letter dated March 21, 2025, and received on March 24, 2025. You
asked that we review and respond to the Consumers complaint regarding the disputed amount of
$381.79.

Based on the information provided I was not able to accurately verify an account with ERIE that
matched the customers name and address.

I encourage this Consumer to contact the number on their bill or contact our office directly in
order for us to appropriately address these issues.

If you have any additional questions, please feel free to contact me directly at ************** or
via email at *************************************************************************.

Sincerely,

*** S. ****
Executive Resolution Examiner I
Office of the President
Initial Complaint
Date:03/03/2025
Type:Billing 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.
Life insurance policy purchased in August 2022 with a quarterly payment structure. I have been receiving Deficiency notices from them after each time I make a payment. ****** - ************ told me it was because I paid too soon. In January 2025, I paid two days prior to my due date and on 2/28/25 I received another notice. I called and she told me I paid too soon, when I explained I paid 2 days before the due date, she told me an option would be to pay the amount listed of $171.40 to get the notices to stop. She claimed these are sensitive policies and it throws the interest calculation off. I told her I shouldn't be expected to make a payment when my next payment isn't due until 4/12/25. She told me I could call the local agent and have a re-proposal completed. I explained to her I am not wanting to change my payment amount or due date, when I have a policy written and I am meeting the expectations. I pay when it's due, but they are sending letters to cancel for no reason. I told her my husband wanted me to cancel because of the pain and she told me there is no cash value. I am not looking for a cash value, I am looking to get the letters to stop. I also let her know I am considering speaking with an attorney, so she would not give me her last name or an agent number. I called my local office who is to look into this.I would like to know if I am paying, how they can cancel me? The full payment due was made on 1/10 (FRIDAY) and my policy was due on Sunday. She told me I have 60 days before it would truly lapse but refused to put any of this in writing. She told me our call would be documented.
Business Response
Date: 03/14/2025
Thank you for your letter dated Mach 3, 2025, received in our office on March 4, 2025. You
request ERIE review and respond to the insureds concerns regarding the handling of their ERIE
Life Policy premium concerns.

We are writing in response to your correspondence dated March 3, 2025, regarding the above
referenced matter with Erie Family Life (EFL). The matter raised in the consumers Statement
of the Problem was the result of a processing issue. Although rare, such issues do occur, and
EFL strives to correct them as soon as possible. The consumers policy has since been
corrected. A re-proposal has been run to correct the policy, and the policy will now run as
originally illustrated to the consumer. As such, we believe we have successfully addressed the
concerns presented by our valuable customer.

We believe we have provided the information necessary to assist with your review of the
insureds concerns. If we can provide additional information or clarification to assist you with
your investigation, please contact our office at ***************.

Sincerely,

******* *., ACS, AINS, AIS, AU, CIC, PLCS
Executive Resolution Consultant
Office of the President
Customer Answer
Date: 03/14/2025

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. I had to reach out after my initial request to Erie this week and kept being instructed to reach out to the local office. This has since been corrected, but for 2 1/2 years the same person kept giving me reason's on why I was receiving the notices. I think it is a shame that she told me I could pay to make the notices stop. If I had paid $171.40, I would still be required to pay $248.01 in April and they would have continued to send lapse notices which would have resulted in an over payment because they couldn't do their job and research the issue.

Regards,

***** *******
Initial Complaint
Date:03/03/2025
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.
I'm an Erie Insurance customer an have been for 20 years. I was late on my primal payment by 5 days. And being over 50 years old I didn't have my readers on and paid 238 oppose to 288, I thought the 8 was a 3. I reached out to Erie corporate office and they told me I needed to reach out to my agent. My agent and he said basically " He's seeing that Erie isn't offering much ******* Yet they offer a late fee and reinstatement which they didn't offer that too me, they canceled and know reinstatement. It's sad to see that **** is giving up on loyal customers over 6 days late and $40.00, when they offer late payment and reinstatement fee.
Business Response
Date: 03/05/2025
This is in response to your letter dated and received in our office on March 03, 2025. You
requested ERIE review and respond to the insureds concern regarding the cancellation of their
policy effective March 30, 2025, due to non-payment of premium.

************* confirm that the insureds failed to make timely payment of their policy
premium. As a result, ERIE is canceling the insureds policy for non-payment of premium.
Proper notification was mailed to the insured 30 days prior to the cancellation date.

The notice of cancellation indicated that it was not a solicitation for payment. ERIE is not
required to offer reinstatement of a policy, and as indicated in policy documents sent to the
insured a $10.00 late fee will be applied to an account when a cancellation notice issues as a
result of non-payment of premium.

If you should need any additional information, please feel free to contact me directly at
************** or via email at *************************************************************************.

Sincerely,

****** *.
Executive Resolution Examiner I
Office of the President

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