ComplaintsforDonegal Mutual Insurance Company

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April a Wind Storm came through my area and damage several roofs in my area including mine. All of them have been replaced except mine. There were singles on the ground and many lifted up from the storm and water coming in one of the attic vents. My agency had me deal directly with the company. So I called and the first thing out of ***************************'s mouth was "What's going on down there in Indiana"  instead of no problem we would be glad to help and will get you up and going. I knew this was not going to be good from the start. Sure enough they sent out an inspector who was limping and was scared to get on the roof. He crawled around the roof like a child scared to death and asked me to get a ladder off his truck and bring it around to the back of the house to help him down. No doubt they were trying to find someone cheap. The guy completely disregarded the facts and wrote up a report that did not make sense. I know the damage was not there before the storm came and he was trying to say it was normal wear and tear. I told ***** not believing the report. So ***** sent out another Inspector and this guy also tried to tell me that the damage was normal wear and tear. In all the years I have owned houses never made a claim and the one time I do it is with a company that goes out of their way to stop claims instead of doing the right thing and replacing the damage. All I am asking is to replace the damage to the roof that occurred during the storm. Facts are facts, the damage was done as a result of the wind damage, there was no singles in my yard before, and water was not coming in my attic before the storm thru the vent, and the singles lifted up in the back which now water can force it's way thru were not standing up. So they estimated that my damage was only $423. and since I have a $1,000 deductible, they don't owe me anything. Fact are that most roofers charge a minimum amount of $500. just to show up. Never had an Insurance company be so unprofessional and non concerning as this one. They should not even be allowed to write claims in Indiana and maybe that is something that needs to be addressed.

  Business response

  06/01/2023

  May 31, 2023

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

  This letter confirms that we have responded directly to *** ***** regarding the results of our investigation.
  Should you have any questions, please do not hesitate to contact me at (**** ********, ext. ****.
  

  Respectfully submitted,
  DONEGAL MUTUAL INSURANCE COMPANY

  Claim Manager - Property

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5/16/2023: I was notified that my policy would be canceled. I had previously been notified that I could fix a few things prior to May 19th and the policy would remain. I contacted Donegal 3x before I received a response. I told them I would be working to fix the items. It did not matter to them. They elected to cancel the insurance prior to the 5/19th deadline. This is disturbing since this happened right after a claim was filed. I am concerned in that it seems retaliatory.

  Business response

  05/30/2023

  May 30, 2023 
  Dear *** *******: 
  This letter confirms that we have discussed **** ******’s concerns with his insurance  agent, who explained to *** ****** the significant property hazards identified in a recently completed loss control inspection, which warranted the cancellation of his insurance coverage. 
  Should you have any questions, please do not hesitate to contact us. 
  Respectfully submitted, 
  DONEGAL MUTUAL INSURANCE COMPANY
  Vice President, Commercial Lines
  

  Customer response

  05/30/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  I am rejecting this response because:
  The insurance company provided a letter that stated if the items were corrected then covergae would remain.

  I spent thousands of dollars to correct the 3 items they referenced. I am very disappointed in their handling of the matter. It seems that they have a policy of one claim and then they cancel a policy after years of paying them a signinifcant amoubt of monies in premiums.

  I continue to seek a fair an equitable resolution. Especially since I have documentation where they say if the 3 items tlare corrected the policy will not be disrupted.

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

  Business response

  06/09/2023

  The Company will be resolving this complaint through the Insurance Department.  Thank you.

• Initial Complaint

  03/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My sister, ********************, passed away 9/29/2022. Her auto insurance policy **********-** had been paid in full by her through 10/26/2022. As the executor of her estate, I chose not to reinstate the policy. I later received a request for payment of $59.00. When I attempted to inquire what this payment was for I could not get an agent to speak with me. I was finally told, by the woman who answered the phone and was the go between me and an actual agent, it was okay not to pay the $59.00 since I did not want to reinstate the policy.Donegal Insurance Group has now sent my deceased sister's account to collections. I am dumbfounded to say the least. I am requesting they immediately rectify this situation. I would like my sister's account wiped clean, removed from collections and closed for good. Thank you.

  Business response

  03/22/2023

  March 22, 2023 
  

  Dear *** *******, 
  

  Please accept this letter as the response of the Donegal Mutual Insurance Company (“Donegal  Mutual”) to the above-referenced complaint that we received from your office on March 13, 2023,  regarding the $59.00 premium sent to outside collection for an automobile policy for ****** ******* (the  “Insured”).  
  

  Our Resource Center associate spoke to the Insured’s sister, ***** ******, on January 16, 2023. *** ****** indicated that the Insured had passed away in September and she did not want to renew the  policy. We advised *** ****** to contact the agency to have the policy canceled as of the correct date,  which would have been in September. We provided her with the phone number for the agency. There  was no mention of a balance due during the conversation. 

  Donegal Mutual did not receive anything from the agency to cancel this policy as of the correct  date and the amount due of $59.00 was sent to our collection agency on February 15, 2023. We have since written this amount off as of February 28, 2023.  
  

  Respectfully submitted, 
   DONEGAL MUTUAL INSURANCE COMPANY 
   By: _________________________________  Kay O** 
  Accounting Manager

  Customer response

  03/22/2023

  [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

  01/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter's car was totalled while parked by one of their customers. It was totalled on December 20, 2022. They only provided a 7 day rental. They still have yet to make an insurance settlement payment to ********** Bank.  Claiming last time I spoke to them that they were waiting to get in touch with someone from ***** ******** for payoff information. I find that hard to believe as I have been able to reach someone each time I've called and they say they haven't heard or received anything from Donegal Insurance. We can't even look for another vehicle because they are taking their sweet time with everything but yet wanted us to send and do things in a timely manner. Currently she still has work and a life with no car and no rental since 7 days is all they were going to pay for. Extremely frustrating considering we did nothing wrong the car was parked and their customer hit it and totalled it.

  Customer response

  01/18/2023

  No she isn't a minor.She is 20 but the car is in both our names.  

  Business response

  01/24/2023

  January 23, 2023 
  

  Dear *** *******, 
  

  This letter confirms that we have responded directly to *** ****** regarding the subject matter of her complaint. 
  

  Should you have any questions, please do not hesitate to contact me 1-800-877-0600, ext. **** or *********@donegalgroup.com. 
  

  Respectfully submitted, 
  ATLANTIC STATES INSURANCE COMPANY 
  By: 
  Sean H**** 
  Manager, Motor Vehicle Physical Damage 

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 30th 2022 I was involved in an incident were my car was damaged by the ***** car wash in Hixson Tn which is represented by Donegal Insurance they offer to pay $6036.89 for the cost of the repairs to my vehicle but refuse to pay for the lost days at work which amounts to $1382 difference making the total $7418.89 as I explained to the claim representative Emily G**** I had to use those days not only to care for my wife who’s back was hurting after being rocked back and forth inside the vehicle as the roller that broke kept pounding the side of the car as well as all the brushes but also to rent and paid for the rental car drop off my vehicle at the bossy shop then have to pick it up among other issues as eking legal advise after the business owner refused to pay for the repairs I tried to make sense of this with Mrs G**** but she refused to even consider stating that they were covering the rental cost I did not purchase the extra coverage on the rental because I had to pay almost double the cost so I did not feel comfortable either driving it since any issues will come out of my personal insurance and deductible as well I haven’t even ask for pain and suffering or any medical since my wife treated herself with pain killers but I don’t think is fair that I am not being reimbursed for the leave of absence I had to take at work. I called today and spoke to Mrs C**** in a final effort to resolve this before having to file in court she basically did not care for my explanation and stated the same as Mrs G**** she was the available supervisor while the actual supervisor Mr Micheal M***** is on leave til July 25th I have been dealing with this issue for over two weeks and to no resolution e I think is going to cost them a lot more than the $1300 when faced with the lawsuit and court fees and pain and suffering plus all the other days that I will have to ask for and miss work while filling in court and the court dates but they do not seem to care it wasn’t my fault

  Business response

  07/27/2022

  uly 27, 2022  
    
  Dear *** *******:  
  This letter is in response to the complaint filed by ******* ******* with your office regarding the  handling of a claim for damage to his vehicle under a Businessowners policy for **** ***** Car Wash  LLC.  
  We have responded directly to *** ******* regarding the subject matter of this complaint.  
  Should you have any questions, please do not hesitate to contact me at 1-800-877-0600 ext. **** or  *************@donegalgroup.com.  
  Very truly yours, 
  SOUTHERN INSURANCE COMPANY OF VIRGINIA 
  *** *********************************** 
  Michael *. M*****, IAC 
  Claim Supervisor 
  General Casualty 
  
  

  Customer response

  07/27/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  First I will like to say this is one of the worst companies I ever dealt with for Mr. M***** to give such an inaccurate and vague response show nothing but exactly what I was mentioning in my complaint.  To begin with I was told Mr. M***** was on Vacation until a July 25th in other words, he never did look into my case nor he cared enough to directly respond to my concerns.  The company claims that because they paid for the rental which I paid for initially and still haven’t even received that reimbursement that they will not cover the loss of work days but they did not initially paid for such rental I paid for it out of my pocket and have all the receipts and records of everything I had to go thru to get my vehicle fixed, number two when they offer the mentioned amount of $6k without covering my days lost they tried to set up payment electronically and according to another email by mrs G**** which I have on my file as well they failed to get it to go thru in their end again their fault, so they mailed me a written check which they didn’t even fed ex overnight since it was again their failure and I still to this date have not received.  This gentleman’s  response is a joke and show the little respect and the run around this company gives the customers  they have to deal with.  I will move forward with other ways to recover my lost wages and will not let this company get away with this even after what I was put they with their client car was failure and initially refusing to cover any of my expenses.  Still to the date although they failed to complete any payment on their end I have not received any funds I am sure a judge will get a kick out of Mr. M*****'s response in the end they will spend a lot more money when I retain a lawyer and follow up with the courts but I guess as well as with the careless response he gave it shows the level of customer service at this institution should be an FFF all the way.

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

  Business response

  08/04/2022

  August 4, 2022 
  Dear *** *******:  
  This letter is in response to your follow-up correspondence regarding *** *******’s additional  concerns.  
  We have attempted to contact *** ******* regarding his concerns and left two voicemail  messages with no response. We will certainly attempt to address his concerns when he  contacts our office.  
  Very truly yours, 
  SOUTHERN INSURANCE COMPANY OF VIRGINIA 
  By: ___________________________________ 
  Michael ** M*****, IAC 
  Claim Supervisor 
  General Casualty 
  

• Initial Complaint

  06/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 16,2022, a powerful thunderstorm occurred. Lightening stuck the tree in my yard causing it to split, one side fell on the electrical and cable lines and my neighbors fence. And the other half of the tree the electrical wires is entangled in it and is leaning toward the street as though it’s going to fall. There was a power outage. 911 came and taped of The street. After regaining power on june 17, 2022, I called Donegal 1-800 number to make a claim. claim number is *******. They informed me the claims adjuster would be out on Mon june 20,2022. Tim J****** the claims adjuster called june20,2022 at 8am which I missed, I left numerous messages , no response. June21,2022 called the 800 number complained. Mr J****** called on June 21,2022 informed me of ** ******** a subcontractor who Was suppose to call the same day. called mr J****** and left a voicemail on Tue June21,2022 because the independent adjuster never called. Mr J****** never returned my call on that day june21,2022. Wed June 22,2022 I made numerous calls and left several voicemails to Mr J****** to follow up with the message I left on Tue telling him the independent adjuster never called , as he instructed me to do. I then called the 800 number to make a complaint of the aforementioned, the representative put it in the system and mr J****** returned my call on that Day wed june22,2022. He gave me the name and number of the adjuster who is ****** ******** and told me to call him. After I hung up with mr J******, ** ******** called, I informed him of everything. He said he couldn’t come until Tue june28,2022 at 930am. ******** told me to contact a tree company to have the tree cut down then have them send the bill to Donegal. I asked him to call a tree company and also contact the ******** utilities because the tree is leaning over the electrical lines. He said he had to run it by J****** and he would call me on Thur june23. He never called back. I left messages for him. I called bbb to report them

  Business response

  07/05/2022

  July 5, 2022 
  
  Dear *** *******: 
  This letter is in response to the complaint filed by ******* ***** with your office  regarding the handling of her claim. We are addressing *** ****s’ concerns with her directly.  
  Should you have any questions, please do not hesitate to contact me at 800-877-0600,  ext. **** or *************@donegalgroup.com. 
  

  Very truly yours,  
  DONEGAL MUTUAL INSURANCE COMPANY 
  
  Scott S******* 
  Claims Manager

  
  

• Initial Complaint

  03/30/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  this is to do with fwf complaint i filed today. donegal refused to give me a rental car . i have it on my policy that i pay for one. when i asked for one i was told that since i have another car that i was not entitled for a rental, they took my money for a rental on my policy. i want reinbursed for the payments when i started my coverage with donegal insurance . ive been insured by them for 6 or 7 years. payment for a rental car on the policy was 13.00 a year

  Business response

  04/06/2022

  April 5, 2022 
  

  Dear *** *******: 
  

  This letter confirms that we have responded directly to *** ****** regarding the subject matter  of his complaint. 
  

  Should you have any questions, please do not hesitate to contact me at ###-###-#### or  **********@DonegalGroup.com.  
  

  Very truly yours,  
  ATLANTIC STATES INSURANCE COMPANY
  
  Scott S**** 
  Claims Supervisor

*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. ↩