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Business Profile

Insurance Services Office

Lonestar Managing General Agency

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Lonestar Managing General Agency's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 145 total complaints in the last 3 years.
    • 9 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/07/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 BBB,I am writing to file a complaint against Lonestar MGA, the insurance provider for ****** *** Gham ******, in relation to claim #**TPR96605.Despite clear evidence of their insureds fault, including a detailed police report documenting that their insured failed to yield the right of way (a violation of Texas Transportation Code *******), Lonestar MGA has repeatedly denied my claim. They continue to disregard the official findings of the police, stating this is a word vs. word situation, which is neither fair nor supported by the facts.I have requested they provide any evidence that contradicts the police findings, but they have failed to do so. Instead, they persist in denying liability with no legitimate justification.I am requesting that BBB assist in helping Lonestar MGA reassess this claim fairly, and I seek a resolution where they accept liability and provide compensation for the damages caused by their insured.Sincerely,**** ************** ************************************************************************************ ************** ***************

    • Initial Complaint

      Date:12/18/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 am beyond frustrated with the experience I have had dealing with Lodestar Managing General Agency out of **********, ** regarding claim #**TXM95099. The accident occurred on 10/30/20**, and since then, it has been nothing but an uphill battle trying to get any response or resolution. Here is a timeline of my attempts to contact them: - 11/2: Called, got a recording stating they would get back to me. No response. - 11/6, 11/11, 11/12, 11/13 (twice): Multiple calls no response - 11/18: Finally got through to someone who told me the claim would be dropped because the policyholder had not reached out to me yet. I went to directly to the policyholder myself, who confirmed Lodestar had not contacted them. When the policyholder called, Lodestar suddenly decided to move forward and promised an adjuster would be out on 12/2. - 11/20, 11/21, 11/22, 11/27: called repeatedly - no response. - 12/2: An adjuster finally came to assess the vehicle. - 12/17: I called over 20 times. I was transferred to the claims department each time, only to have the called drop every single time. -12/18: Same issue. Transferred to claims, call dropped every single time. It has been almost two months, and still can't get my car repaired. This is hands down the worst insurance company I've ever dealt with. the lack of communication, accountability, and follow-through is unacceptable. I would never recommend this company to anyone. I just want my car fixed!

    • Initial Complaint

      Date:12/10/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I FILED A AUTO INSURANCE CLAIM ON 10/18/** I HAVE BEEN FAITHFULLY PAYING MY POLICY AND TO THIS DAY I HAVE NOT HEARD ANYTHING ABOUT REPAIRS. AND NO ONE EVER CALLS ME WITH ANY KIND OF UPDATE MY VEHICLE NEEDS TO BE REPAIRED ASAP POLICY #TXM342031-00 CLAIM #**TXM94784

    • Initial Complaint

      Date:09/04/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Sent description on my problem via email.

      Business Response

      Date: 09/04/2024

      Thank you for forwarding this inquiry to our office.  Customer concerns are important to us and we appreciate the opportunity to address them.  Due to privacy concerns, we are unable to post a specific reply here for public view.  The Company will contact the complainant within 2 business days to discuss their concern. 

    • Initial Complaint

      Date:07/11/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This complaint is regarding Claim # **TPR90461 with Lonestar Managing General Agency (MGA). One of their insured clients rear-ended me on May 9th, 20** and I have gone through the process of filing a claim with the company. I have contacted/attempted to contact the insurance company multiple times and they are refusing to call or email me back. Below is a list of the events.May 9th Insured client rear-ended my vehicle May 18th An individual from Lonestar MGA came out to look at my vehicle June 7th Contacted the company to get an update on the claims status. I was given the contact information of the adjuster and left a message with no call back.June 10th Left a message with the adjuster with no call back.June 12th Left two messages with the adjuster with no call back.June 13th The adjuster called back and informed me that there would be a 10-day period to contact the insured client. If the client is unresponsive, then they would release the funds to have the car repaired.June 28th Left a message with the adjuster.July 3rd We contacted the adjuster who said she hadnt heard from the insured client, but needed approval from her supervisor. We left a message with the supervisor with no call back.July 11th Left multiple message with the adjuster and her supervisor. No calls back. We also contacted the main claims office two times who indicated she would email the adjuster. No explanation for the delay.I have been more than cooperative and have given them the benefit of the doubt. All I am asking is for the insurance to pay the amount that they are obligated to pay.

      Business Response

      Date: 07/14/2024

      Thank you for forwarding this inquiry to our office.  Customer concerns are important to us and we appreciate the opportunity to address them.  Due to privacy concerns, we are unable to post a specific reply here for public view.  *********** will contact the complainant within 2 business days to discuss their concern. 

    • Initial Complaint

      Date:05/10/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Claim #**TXM88702 Date of loss 2/27/** I was hit by their client on 2/27. I filed a claim the first week of March and spoke with agent, *****************************. He stated he would get back with me after speaking to the other party. I never heard back. I left several voicemails in the weeks to come with NO RESPONSE. I found an email address for ****************** and emailed him on 4/10 expressing my frustration. He called me and and stated he would have someone reach out to do my estimate and get back with me as soon as it's done. An adjustor did the estimate on 4/11 and uploaded it to them on 4/12. I gave it a couple of days and emailed asking for a status on 4/17. No response. I called their call center on 4/19. She told me she sees the estimate and was told ****************** should reach out in a couple of days. Nothing happened. I emailed him on 4/23 and no response again. I emailed him 4/30. In this email I stated I would reach out to you (BBB). I got a response. He called me asking if I had pictures of the damages. I reminded him he has had the estimate and pictures since 4/12. When that didn't help him delay this claim he then stated he needed to verify the lein holder. I let him know I own the car. When he had nothing else to use, he stated he would get back with me when the claim is finalized. He called me that night (4/30) at 7:56pm stating the claim is finalized and my check will be mailed on 5/1 to my address (that he verified). Its been 10 days since then and I have not received this check. I worked in the collision industry for 10+ years and this company is the worst ins company I have ever done business with. They consistently try to delay the process. All I want is to be done with ***************************** and this insurance and get my car taken care of. It doesn't take 2 1/2 months to take care of a claim. Especially when there was never a question as to who was at fault. I would appreciate any help resolving this. I've also attached all of my email trails.

      Business Response

      Date: 05/23/2024

      May 23, 20**

      BBB ID Number: ********
      Claim Number: **TXM88702

      The company has received your complaint regarding claim # **TXM88702.  We are pleased to inform you that the payment for the damage to your vehicle was issued on 5/2/20**.  Please allow 5-7 business days to receive via USPS.  We apologize for any inconvenience this delay may have caused. 

      Thanks,

      *******************************
      Property Damage / Training Director
      ************** office
      ************** fax
      ***********************************************

    • Initial Complaint

      Date:04/09/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 in question is refusing to provide the services that they were paid for. One of their insured clients hit me and I have since filed a claim with their company. Since then I have been in contact/ attempting to contact multiple people who are avoiding paying out the cost to fix my car. I have multiple emails and numbers as well as a video where the person is acknowledging that I was hit.

      Business Response

      Date: 04/22/2024

      April 22, 20**

      BBB#********
      Claim Number: **TXM88100

      This is in response to your BBB complaint regarding claim #**TXM88100.  After a thorough review of the claim, we regret to inform you that we were unable to find coverage under the policy for the reported loss.  A denial has been mailed to you for your records.  If you have any further questions or would like further clarification regarding the decision on the claim, please dont hesitate to reach out accordingly.

      *******************************
      Property Damage / Training Director
      ************** office
      ************** fax

    • Initial Complaint

      Date:04/05/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Claim #: 24TPR88143 On February 2, 2024, I was involved in an accident that was my fault. I contacted my insurance agent and reported the accident.I received a letter from the insurance company about not answering messages and not contacting me about the accident. I cannot get through to them to communicate and answer any questions they may have. Sometimes I don't answer the phone because I am busy at work. I sent by email a completed accident report and photos of the accident scene, but the manager has not responded to me.Managers do not respond to my emails even though I have inquired about the progress of my case. At the same time, I receive letters that I do not contact the company about my accident.

      Business Response

      Date: 04/19/2024

      April 19, 2024

      BBB#********
      Claim Number: 24TPR88143

      The claim was reported by the other party on 02/03/2024.  The file was assigned to an adjuster, and she reached out to the policy holder on 02/09/2024.  The policyholder advised he would go to the agents office to request assistance with a written statement for the complainant due to a language barrier and conflicting information in the reported facts of loss from the driver.  *********** continued to reach out on 02/13/2024,02/27/2024.  A letter was sent on 03/01/2024.  The adjuster reached out to the agency on 03/19/2024 regarding the written statement.  They advised they did not have contact with the policyholder or the complainant. *********** continued to reach out to the policyholder for the statement on 03/22/2024, 03/25/2024, 03/29/2024, and 04/02/2024 in order to verify the facts of loss.

      Upon review, no e-mails to management from either the policyholder or the complaint were located.   On 4/18/2024 photos were uploaded to the BBB website from the scene of the loss that allowed us to clear coverage and liability. We reached out to the non-fault partys insurance company on 4/19/2024, and advised we were accepting liability, coverage was in order, and requested a demand for damages paid to their insured. 

      Respectfully,

      *************************
      Office:**************
      Fax: ************
      Email: ******************************

    • Initial Complaint

      Date:04/05/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 purchased this insurance in January 2023 because I had hit 2 deer prior making my previous insurance sore. I was on my last month of the 6 month policy when a personal issue came up and I was going to have trouble paying so I called and numerous agents from the source I purchased the insurance from said my policy would laps after 10 days of non payment. This was on May 20,2023 the person I was emailing sent me an id card showing proof of insurance through June 2023. So I was like Im good. So on May 25,2023 I made the payment for **** And about an hour later had an accident in the parking lot. When I called (REMCO) they told me Lonestar was my insurance company and to file a claim with them. So I did that. My adjuster did not call me until June 14, 2023. Telling me that my claim would be under investigation because they were not sure if I was covered or not. That went on for about 2 weeks until he stopped responding to me. Then in July an adjuster showed up to do an estimate on my vehicle and told me to have it towed to my shop of choice. It got there and they did an estimate on it as well. But no one had contacted me still until I received a letter 3 days after the adjuster came claiming they were still not accepting responsibility. Around August I started having a little luck with contact and I sent them all the information they were requesting and then they stopped contacting me again. So then in November the shop were my vehicle was told me I had To come get it or they were going to take possession of it. So I did Then i found out my claim was in the investigative unit. ******************* was who I was dealing with and she talked to me like I was trying to scam them. Fast forward to March 2024 I finally get a call that they are going to have it repaired and I was Mailed a check for $6600 which was a third of the estimate given by the shop. Now they sent a supplement but the shop cant get in touch with them to get the estimate from which they gave them the supplement. Its a mess

      Business Response

      Date: 04/09/2024

      April 9, 2024

      BBB#********
      Claim Number: 23TXM82954

      This reply is in response to your BBB complaint regarding your claim with Lonestar.  On 4/9/2024 the supervisor for your assigned adjuster spoke with your shop of choice and explained the supplement process should additional damage be found on your vehicle. The body shop has not  even torn down the vehicle yet, but a representative at the shop stated they would tear down and submit additional supplement.  In addition, the supervisor contacted you on 4/9/2024 and provided a status of the claim, explained the supplement process and discussed the process of a total loss should that be the end result of the claim.  If you have any additional questions please do not hesitate to reach out to your assigned claims adjuster accordingly.

      Respectfully,

      *******************************
      Property Damage / Training Director
      ************** office
      ************** fax

    • Initial Complaint

      Date:03/21/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Claim#**LSM82696 I was in an automobile accident on May 12, ********************************************** My deductible is $1,000. This is what I paid out of my pocket for repair of my vehicle. I am seeking reimbursement from the other driver's H33333**3353036333830H company for my out of pocket deductible. My H33333**3353036333830H company has yet to be able to get this resolved and I have been unable to get this resolved. H3**43737313331313839H has investigated the accident and admitted the acccident to be the fault of the other driver. I have spoken to them over the phone on many occasssions and they finally said I would be reimbursed. I have the e-mail confirmation it was the fault of their insured driver and I would be reimbured, but have yet to receive the money. I have been calling and they say it is being processed. It has almost been one year and I am getting nowhere. Can you help?

      Business Response

      Date: 03/26/2024

      March 26, 2024

      BBB#: 21467813
      Claim Number: 23LSM82696

      The complainant filed a claim for this loss with his insurance carrier to pay for the damage to his vehicle.  We issued payment to his carrier on March 7th to settle their subrogation claim against us, which included the complainants $1001.00 deductible.  We spoke to the complainant on March 22nd and advised him to contact his carrier for his deductible reimbursement.

      Respectfully,

      *****************************
      Office: **************
      Fax: ************

    Lonestar Managing General Agency is NOT a BBB Accredited Business.

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