Complaints

This profile includes complaints for Home State County Mutual Insurance Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Home State County Mutual Insurance Company

  Waco, TX 76710

• 

  Home State County Mutual Insurance Company

  PO Box 8036 Waco, TX 76714-8036

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:05/28/2024

  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.

  Me and one the customers got into an auto accident.It took me 3/4 months just to talk someone about my accident.When I did speak to someone about it they sent me a check and told me to get my car repaired.the check wasnt the amount needed as they also told me to get an estimate.When I sent a. Email and called over 50x Still didnt receive a reply or call back.Now I have a car Im still paying on cause they wont send the rest of the money to repair the car they promised.

  Business Response

  Date: 05/28/2024

  Dear BBB, there is not sufficient information in order for Home State to process this complaint.  We will proceed to close the file until the following information is provided.

  We need:

  1: Policy Number

  2: Claim Number

  3: Name of our insured

  We will reopen the complaint file once this is received.

  Thank you!

• Initial Complaint

  Date:05/22/2024

  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.

  Claim #***** I have reached out to the assigned claims adjuster, *****************************, multiple times as well as I've reached out for her supervisor to return my phone call. I've emailed and called her number provided and their ***** number provided. After 2 months of zero attempts to return my phone call or email to address my claim filed on March 24, 2024, I feel as I have no other option available. I've attached my call logs and email correspondences, estimate received by a local body shop.

  Business Response

  Date: 05/29/2024

  We have completed our investigation and determined that there is no coverage afforded for this loss.   We have advised the complainant both verbally and in writing that we are unable to consider her claim and explained the reason why.     

  Customer Answer

  Date: 05/29/2024

  Complaint: 21745164
  
  I am rejecting this response because: the are now claiming that their client involved in the accident is not a client of theirs.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:04/24/2024

  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 have been attempting to file a claim due to a driver running a red light & causing a 4 car pile-up since April 15th. After no clear way to get in contact with Home State County Mutual, I finally got in touch with Aspen MGA who apparently handles their calls for the state of *****. It has been longer than a week of Aspen not having the claim's department phone number or their claims department answering my e-mails. I have no choice but to seek a lawyer due to Aspen MGA's incapability to provide the basic customer service to someone reporting a claim from a life changing accident that took my car. I have e-************* calls since April 19th showing my attempts. ******* life partner both sustained injuries due to air bags deploying the night of the vehicle crash.

  Business Response

  Date: 05/23/2024

  Hello ******************** -    Your claim number is 93052.   Your adjuster spoke with you on April 24th and explained that our liability investigation was still ongoing.  She also advised you that due to the number of parties involved in this accident, you may want to handle your claim with your insurance company.   It's possible there is not enough coverage available to handle everyone's damages.   We contacted you today and spoke with you and provided you with your adjuster's name and phone number.    Please contact your adjuster to provide a full statement regarding the facts of loss.   Once we have completed our investigation, we will advise you if your claim has been accepted or not.   

  Customer Answer

  Date: 05/25/2024

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

• Initial Complaint

  Date:04/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Home State County Mutual's oversees many insurance companies, including Aspen MGA. Their customer caused an automobile accident by failing to yield the right of way and pulling out in front of me, causing damage to my vehicle. She was given a citation and filed a claim with her insurance company. Claim #*****. I have called every day for the past month since the accident trying to get ahold of the claims adjuster to file against her policy for repairs to my vehicle and repayment for the cost of a rental car, to no avail. First, they informed me that I did not have a correct policy number, even though I got it from the police officer who filed the police report. I have been given several numbers and each time I call I am told to call a different number. (Numbers given: *****************-672-9396, ************, *****************-792-3224, ************, ************, ****************************** When I finally was able to get the policy number (it was missing PPTX in front of the numerals) and a name and number of the adjuster, I called that number to receive a message that said, "this number is not accepting any calls." I was finally able to get another name and number and have left numerous messages with absolutely no response. I have also sent several emails to the claims department email address I was given, ********************* but also have received no response. It is my belief that they are deliberately not responding, thinking I will give up and go away. I will not. If I do not have a resolution to this matter, I will have no other option but to contact my lawyer and file a lawsuit, which will include a request for Aspen MGA/Home County Mutual to cover all court costs and litigation fees in addition to all costs I have incurred to this point, and the cost of the time it has taken to get a resolution.

  Business Response

  Date: 05/20/2024

  We have completed our investigation and accepted the claim.   We contacted ****************** on May 8th and advised we would send a text with a link to upload photos so that we can right an estimate for her vehicle damage.   ***************** provided us with a different phone number today so we have sent another text to the new number provided.    Once we have received her photographs back, we will complete an estimate and issue payment for the damages to her vehicle.   

• Initial Complaint

  Date:04/01/2024

  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 3/19/2024 I was part of a 4 vechicle car wreck i called to start a claim and they made the process hard. Its now going on 3 weeks and there are no answers to getting my car repaired even though the police report states that there client is at fault when i request to speak to someone im one hold for 45 minutes for them to hang up in my face. All i wa nt is to get my car fixed

  Business Response

  Date: 04/12/2024

  This forum is for customers to leave feedback on marketplace interactions they have had with our company. As you are not a customer or policyholder of Home **************************************************************** or SNAP Insurance, your concerns are beyond the purview of BBB's typical complaint process. However, we appreciate the opportunity to address your concerns and provide you with a response.
  
  Regarding the accident involving our insured, our investigation requires cooperation from our policyholder to establish liability and clear potential coverage issues. Since the officer who wrote the police report was not a witness to the accident, we need statements from witnesses,including our insured, to complete our investigation.
  
  We have been diligently trying to contact our policyholder through phone calls, text messages, and letters. Despite this continuous effort since the opening of the claim, we have not been able to discuss this loss with our insured. We have sent our insured a Reservation of Right Letter to express the importance of discussing this loss with us, and we are giving our insured time to respond to this formal request.
  We did pull call logs and see that we were able to handle your inbound calls timely. We found calls from April 8th, 9th, and 10th where the status was communicated clearly by a member of our claims department.
  
  We apologize that the circumstances of your claim are requiring time to complete our coverage and liability investigation. Thank you for your understanding and cooperation.

  Customer Answer

  Date: 04/14/2024

  Complaint: 21512520
  
  I am rejecting this response because:
  
  Regards,
  
  *********************

• Initial Complaint

  Date:02/19/2024

  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.

  Their driver ********************************* hit the side of my car by failing to yeild on 1/6/24. I reached out and reported the claim and have not heard from anyone since. I have left several messages for *********************** and she has not responded. It's been over month. Claim #*********.

  Business Response

  Date: 02/27/2024

  Please see attached the Company's response to Complaint ID ********.

  Customer Answer

  Date: 02/27/2024

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

• Initial Complaint

  Date:08/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased full coverage insurance on May 5, 2023 for my car I paid $450 as a down payment my monthly payments were $125 I paid June and July because I had it set up for auto-pay now on 8/8/23 I got a check from the company for $95.80 that has a date of 7/13/23 and I have called the agent and the company to see why my policy was cancelled all the company keeps saying talk to the agent he will not return any of my calls or text or emails. This puts a person in a bad spot because now I have to get new insurance and put another down payment and nobody has money to keep doing things like that I feel to believe if they want to cancel my policy give me all my money back and let me go on about my business. I have called 4 different numbers and they were not the correct number for the company even the number on here is for another insurance company in ***** ******** I spoke with the lady twice.

  Business Response

  Date: 08/10/2023

  Home State County Mutual is in receipt of this complaint.  In order for us to respond timely we need you to provide us with a policy number.  Once this information is provided by you, we will reopen the file and respond accordingly.

   

  Thank you,

  *****

  Customer Answer

  Date: 08/11/2023

  Complaint: 20451879
  
  I am rejecting this response because:
  
  Regards,
  
  *****************************

  Here is my Policy info - HTX000001656 

  Business Response

  Date: 08/17/2023

  
  8/17/2023
  
  BBB Corporate Office
  *************************************************************************************
  
  Name: *****************************
  Policy Number HTX000001656
  RE: Complaint #********
  ********************************* took out policy with an independent agency ******************************** on 5/5/2023 on behalf of Auto MGA. This policy was issued with liability,comprehensive and collision coverages. To initiate the policy, we require a down payment based on the selected pay plan. In this case the down payment requirement was $267.86 with installments at $121.94. The down payment was received on 5/5/2023 for $267.86. This indicates that the remainder of the $450.00 ***************** paid to the agency was an agency fee. Though I am not familiar with the return fee process on the independent agents behalf, for Auto MGA our fees are fully earned. We allow insureds to pay out our fees during the duration of the policy but if the policy cancels the fees are withheld from the refund. This policy was cancelled on 6/27/2023 so a refund was issued in the amount of $95.80 and was cashed on 8/8/2023. A full refund will not be processed due to coverage provided from 5/5/2023 to 6/27/2023. I am not sure who ****************** spoke to when she contacted a number in ***** ********, as Auto MGA is a ***** based company, we do not have offices in ********.
  
  
  *********************************
  Underwriting Manager

  Customer Answer

  Date: 08/17/2023

  Complaint: 20451879
  
  I am rejecting this response because: I also asked for a letter of experience from this company and I was told I would get it in an email that was the end of July I still have not gotten that letter yet. If I can just get that letter of experience from them I will be satisfied and finish with my complaint.  
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:07/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 25th was the date of transaction between myself & the company. I payed them $331 to start my full coverage car insurance policy. I sent my agent pictures of the vehicle that she asked for & we had each others personal phone number so that if she needed better photos/updated photos of anything I could send them to her. She had requested updated photos of the vehicle with a license plate on the rear & front part of the vehicle I sent the rear photo & told her I had not received the license plates yet & as soon as I got them I would send them to her. I did send her a rear photo of the vehicle with the temporary license plate showing & the conversation had went along to us saying to have a good night. I had thought I sent her everything she needed because she never asked me to send her better photos of the sides of my vehicle so I thought the photos were good. When I called to make my 1st payment on my insurance I was informed that my policy was cancelled due to failure to upload photos of the vehicle. The representative had went on to tell me there was only one photo uploaded & I had sent my agent numerous photos of each side of my vehicle. My agent never once told me the photos I had sent her werent going to work & that she needed new photos, so I was a bit confused as to why my policy had been cancelled. The representative went on to tell me I would only be refunded $94 out of the $331 I had paid them to start the policy. I had only been covered for about a week & a half & my monthly payments were $223 so only being covered for a week & a half & all they can refund me is $94, doesnt make any sense. Also my agent had given me a discount for something I never told her I had, and that was proof of past car insurance. She assumed I had past car insurance and the rates she discussed with me were incorrect because I never told her I had car insurance when I had called to start the policy and get the quote. I would just like to be refunded the full $331 I paid them.

  Business Response

  Date: 07/05/2023

  In order for Home State to respond timely, please provide the policy number associated with this complaint.

  Once the policy number is received, we will reopen the complaint and respond accordingly.

   

  Thank you,

  *****

  Customer Answer

  Date: 07/08/2023

  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.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:06/14/2023

  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.

  A ******** of **** State County Mutual, Auto ************************ was contacted on May 31, 2023 to report an automotive collision claim. My insurance company, Shelter Insurance, has already investigated the accident and has declared that **** State County Mutual is 100% liable for the claim.I called the main line ************** on 5/31, 6/5, 6/8, and 6/9. On 6/5 I was given the name and number of the adjuster, *********************** **************. I called him on 6/5, 6/8, and 6/9. He finally returned my calls on 6/9 and took my statement after I my voicemail suggested that I get a lawyer involved.I called again today to check the status of the claim with no reply.My complaint is that this company is not responding or resolving the claim in a timely manner. Our car is totalled.

  Business Response

  Date: 07/25/2023

  *************************** with Auto MGA (our Managing General Agent) provided a response to BBB on June 26th.

  I've attached a copy for your reference and for your records.

  Please let me know if I can be of any further assistance.
  

  *****

• Initial Complaint

  Date:06/05/2023

  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.

  Their driver rear ended me at a stoplight. They are rude and their driver did not even report the crash. First time I was called a man said they would cover the wreck which my agent and attorney says and I know their insured is clearly at fault. ***************, ***** whatever her name is that I dont want to have to get law involved. She told me to go ahead. No rental car, no medical, not even an estimate. Her recording says she will return your call within 24 hours. This is criminal and I am having them and their wreck less driver investigated.

  Business Response

  Date: 06/13/2023

  For Home State to respond to this complaint timely we need some information from you.
  
                  Name of our Insured
                  Policy No.
                  Claim No.
  
  We will proceed to close this file and will reopen once this pertinent information is received.
  
  Let me know if you have any questions.
  

  
  

  Customer Answer

  Date: 06/13/2023

  Complaint: 20140319
  
  I am rejecting this response because:
  
  Regards,
  
  *****************