ComplaintsforTexas Farm Bureau Mutual Insurance Company

• Initial Complaint

  07/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On June 9th the car insured by this company rear-ended me on a side road leading into the feeder of an interstate the person driving the car admits fault but this company Texas Farm Bureau has been delaying taking care of this today is Wednesday the 3rd of July they've been ghosting me all week and on will talk to me and Sunday will be a month I was in a helicopter accident when I was in the army and so I am already in a position we're getting hurt aggravates an old injury I can't sleep I can't get comfortable and they are unwilling to address this in a timely manner right now they are bickering and I'm quoting the email from the adjuster with the insurance company that the driver had over who was going to pay for this I understand that the job of an insurance company is to mitigate risk and to avoid cost but the very least these guys could do is communicate I understand it's no fun talking to someone every other day to tell them I still have nothing to tell you because we can't straighten things out with the other company but both of these companies are on the fault side of this accident and I didn't ask for this accident I get to think about this all day long and all night long because I can't sleep I can't get comfortable and if they think it's annoying talking to someone every other day to say hey I still don't have an answer they don't understand what it is to be where I'm at I think about them constantly every time I wake up because I have moved and I'm in pain I think about them this is ridiculous the adjuster should answer his phone and say we have nothing to tell you and then move on but to ghost me and to ghost the person that they're supposed to be taking care of because they have nothing new to say that's unprofessional it's unreasonable I just want them to be responsive and to be an open communication the adjuster's name is *******************************, Claims Representative T ************ M ************ ************************* TFB Claim 15504528-02

  

  Business response

  07/15/2024

  Good afternoon,

  Our Companys response letter to the above-referenced Case ID Number is attached. Please let us know if we may be of further assistance. 

  Thank you,

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

  Customer response

  07/15/2024

  Complaint: 21938463
  
  I am rejecting this response because:

  
  July 15, 2024
  
  Better Business Bureau
  ********************************************************************************
  
  RE: Complaint ID: ********
  Subject(s): ***************************
  Company: Texas Farm Bureau Underwriters
  Policy Number: 23398572
  Claim Number: 155045
  Insured: *****************************
  
  To Whom It May ***************** appreciate Texas Farm Bureau Underwriters' response to my complaint. However, I must express my dissatisfaction with the handling of my claim and the significant delays that have caused me undue suffering and financial loss.
  
  Summary of the Incident and Delays:
  
  On June 9, 2024, I was rear-ended by a vehicle insured by Texas Farm Bureau Underwriters. Despite the driver admitting fault, I experienced considerable delays in communication and resolution. It was only on July 4th, nearly a month after the incident, that I was informed about the agreement with Travelers. This delay has caused me immense physical pain, mental distress, and financial hardship.
  
  Impact on My Health and Financial Situation:
  
  I am a veteran who sustained injuries from a helicopter crash during my military service. The recent accident has exacerbated my existing injuries, resulting in severe pain, sleepless nights, and a significant impact on my ability to work. I have been unable to afford necessary medical treatments out-of-pocket due to the delays, which has prolonged my suffering.
  
  Professional and Financial Losses:
  
  I had freelance work lined up to design a hydraulic propulsion system, which was disrupted due to my injuries. Since the accident, I have lost work and face the possibility of refunding money for initial setup work. Additionally, I have incurred therapy expenses and foresee significant future costs for continued treatment.
  
  The adjuster, **************************, provided inadequate communication and prolonged the process unnecessarily. Statements like needing to exchange policies between insurance companies should not take a month, especially when I am in constant pain and unable to seek treatment due to financial constraints.
  
  Request for Fair Settlement:
  
  Given the circumstances and the documented impact on my health, work, and finances, I believe a fair settlement amount should consider my ongoing pain, medical expenses, lost wages, and emotional distress.
  
  Documentation:
  
  I have kept detailed records of all expenses, treatments, contract work payments, and communications, which I am willing to provide if necessary.
  
  Conclusion:
  
  I urge Texas Farm Bureau to reconsider their position on systemic delays when faced with 'at fault' monetary losses and provide a fair and just settlement promptly. The delays and lack of communication have exacerbated my suffering, and I am simply seeking a resolution that reflects the true impact of this incident on my life.
  
  I strongly request that TFB commit to handling future incidents more resolutely and responsively. It is inhumane to leverage the pain and suffering of affected individuals to minimize recovery costs. As a veteran, I volunteered to serve my country and was injured in the line of duty. I did not volunteer to be rear-ended by your client and then subjected to this prolonged and distressing process.
  
  Thank you for your attention to this matter. I hope we can reach a fair resolution soon.
  
  Best regards,
  
  ***************************
  *****************
  ********************
  Phone: ***************
  Email: ****************************************
  
  

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There was a storm with hail on Feb. 11, 2024. We filed a claim no. ****** with H333138**383132323831H Farm Bureau on Feb 19, 2024. The adjuster from H333138**383132323831H Farm Bureau said the roof needed to be replaced in front of me and *********************************, senior sales representative, of Stonewater Roofing H383538333133**3538H in *****, **. Later when the adjuster looked at our policy, he denied the claim saying our policy states that we have impact resistant shingles. The roof was installed by the previous owner before we purchased the house. We closed on the property May 26, 2014. We had no contact with the roof H32303235**303035**32H.The "Roofing installation Information and Certification for Reduction in Insurance Premiums" was signed by ********************* of ********** ********** and our agent *****************************. No box is checked for class 1, 2, 3, or 4 shingles. The shingles used were GAF Timeberline HD which are not class 4 impact resistent shingles according to the ********************************* had us sign Endorsement No. HO-145 "Exclusion of Cosmetic Damage to Roof Coverings caused by Hail" on June 16, 2015. Our policy coverage began May 26, 2015. Since the shingles are not impact resistent. HO-145 should have nver been attached to the policy. I don&#**;t know how they came up with that rating and exclusion unless it was a ploy to get our business. Worst case it is deceptive practice used to deny claims or even fraud. The H32303235**303035**32H says we got a reduction in our premiums for 9 years but that is theirs to absorb since it was incorrect in the first place.

  

  Business response

  04/01/2024

  Good morning,

  Please see attached response.

  Thank you,

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

• Initial Complaint

  03/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am writing on behalf of my 86 year old mother (I am her ***** of ********* and her inability to get any recourse from Texas Farm Bureau of **********, ** (Located in ******, **). My step dad is 90 and is included in this. Specifically they have paid their fees, gone into the offices several times, and still their insurance has been cancelled AND they were recently billed for about $1,800. They are unable to get any information from Texas Farm Bureau at ************ at *********************************************************.

  Customer response

  03/19/2024

  Better Business Bureau:
  

  It turns out this was a massive communication error on our part.  

  
  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

  03/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I want to be refunded $25 for a completed safety driving course for a discount on my insurance. Took course then told my insurance, they no longer give that discount.

  

  Business response

  03/25/2024

  Good morning,

  Please see attached response letter. Please let me know if we may be of further assistance. 

  Thank you,

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

  Customer response

  03/25/2024

  Complaint: 21445099

  I am rejecting this response because:i

  It is understood the discount can no longer be given, the problem was I wanted to be refunded. What I ask in return was to be refunded $25.
  
  Regards,
  
  *****************************

  

  Business response

  04/01/2024

  Good morning,

  Please see our attached response letter.

  Thank you,

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

  Customer response

  04/01/2024

  Complaint: 21445099
  
  I am rejecting this response because:
  
  Regards,
  
  *****************************

• Initial Complaint

  01/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have had FB insurance for over 10 years. I have never been late with monthly payments and have paid early many times. I recently spoke with someone at FB about trying to reduce payment amount. They suggested paperless and doing auto pay so I thought they set this up for me. Well received email of payment due date but payment wasn't auto paid and once I realized that I made payments. Then I recieve notice of cancelation plus $10 late fee on both auto and home. If that's how you do business that's not acceptable. Very disappointing. I will be looking for another provider.

  

  Business response

  01/24/2024

  Good morning,

  Please see attached response letter.

  Thank you,

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

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Company error has cause my policies to collapse after being a customer for over 20 years . Deceptive practices requested phone records for the last 6 months I was j form that the problem would be corrected it was not the truth just received after receiving a letter no call or prior notice even calling the customer service department I was inform my policies are active nothing wrong bank draft is correct . All lie monies had been taking out failed system and they tried to put the blame on me I dont work for them

  Customer response

  12/12/2023

  Ms. *********************** one proof of error of ******************* for September Month they process I believe two payments may have been Sept & October .
  I cannot stress this to much.
  
  
  
  Begin forwarded message:
  
  
  From: **********************
  Date: September 18, 2023 at 12:29:12?PM CDT
  To: *****************
  Subject: Texas Farm Bureau  *************************** Life Insurance Payment
  
  
  ?Hello ***************,
  
  Please see the *** banks NSF return fees totally  $76.27 they process twice Bank Manager stated.
  
  
  

  Customer response

  12/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me.  I would like reimbursement of bank fees charge on my account because they withdrew on a date I didnt authorize in November 2023
  
  Regards,
  
  ***************************

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was involved in an auto accident on 28 June 2023, (claim *********) TX Farm Bureau's insured driver was found to be 100% at fault. My vehicle was brought to auto body repair shop on 30 June 2023. Auto body shop repaired body damage but when it was finished, before even leaving the parking lot, a loud creaking noise was found to be coming from the front passenger side (where the impact occurred), and when driven, the vehicle pulled to the left and the steering wheel started shaking at higher speed. Vehicle did not have these problems prior to the accident. Returned to body shop, but they were unable to find source of these problems. ******** was made aware of this problem and intent to move vehicle via phone. We brought vehicle to a mechanics shop where they found the source of the problems and submitted a supplemental claim. Appraiser did not reply to this until a month later and said that these problems were due to "wear and tear" and said to submit additional proof to show it was due to the accident. Mechanic shop and I both submitted addtl proof via email. I included DVR footage of right before and up to the impact of the crash where you can clearly hear that there is no creaking (or anything abnormal) at that time as well as another video after it was returned to us showing the creaking, pulling and shaking. I reached out to a supervisor who ultimately told me that he would not even consider viewing this and simply said that they would not pay for those repairs even though my videos clearly showed that it began after and as a result of the impact. I am only seeking for the vehicle to be returned to me in the condition it was prior to the impact. The body of the vehicle is now back to where it was, but the mechanical parts (i.e. cause of creaking, pulling and shaking) are damaged and they were not this way prior to the accident. They also took away my rental vehicle prematurely so I have been without any vehicle for almost 2 months now.

  

  Business response

  12/13/2023

  Good morning,

  Please see our attached response letter.

  Thank you,

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

  Customer response

  12/14/2023

  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 **** have also spoken directly with the District Claims Manager who clarified details in the response which did not align with the details that were relayed to me by the repair facility which is working on my vehicle. While this company had been fully responsive and fair throughout the process up until this point, I felt that filing this complaint, in combination with escalating the issue via phone with the company, was the only way to illicit a response (i.e. get an appraiser to physically inspect my vehicle after mechanical damage had been uncovered). It boils down to a difference of opinion, between their appraiser and the repair facility, as to what damages are considered a result of the accident, and I am willing to leave it at that.
  
  Regards,
  
  *********************************

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was in a vehicle accident In which the other driver was at fault on May 05-2023 and the other driver was at fault. I have been waiting for 6 months for the repairs to be done on my vehicle. The insurance company has accepted responsibility but have not contacted me for 4 months now and I have not received any financial compensation for my vehicle. I drive a **** ***** S-10 . I just need my vehicle repaired and the agent will not return my calls.His name is *******************************.

  

  Business response

  12/05/2023

  To whom it may concern,

  
  We received a complaint letter here at Navarro County Farm Bureau, ********* **. The complainant, ***********************, is not insured with our office. This information should be filed on our corporate office in ****, ** located at ****************************** The adjuster that is handling that claim is based out of that location.  Please review and correct complaint as we have no knowledge of this situation or customers situation. Thank you!

  Customer response

  12/05/2023

  Complaint: 20883096
  
  I am rejecting this response because: My vehicle was damaged by *********************** in a red dodge ram truck after he ran a stop sign. I was told by the insurance agent that they accept responsibility for the damage. I have been waiting for 6 months and no response. The case number is ********* and the agent is *******************************. I just want my truck repaired.His number is ************.
  
  Regards,
  
  ***********************

  

  Business response

  12/07/2023

  Good afternoon,

  Please see attached response letter. Please let me know if I may be of further assistance. 

  Thank you,

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

  Customer response

  01/03/2024

  Complaint: 20883096
  
  I am rejecting this response because: I have filed a complaint with the BBB just last month about this company and my claim against them and I was told that the case was resolved and therefore closed, but its been resolved since the 12/20/2023 and I still havent received any response nor payment for my property damage claim. I received a letter from the company telling me to have my lawyer contact them after I had already accepted their resolution so Im still waiting for my claim to be completed as they stated they would. They accepted responsibility for the damages and I still havent received any compensation to fix my vehicle.They are continuing to avoid any resolution to this matter and I just want my vehicle fixed.You guys closed the case immediately without following through to see if the company kept its word and it hasnt as of yet. I dont know what else Im supposed to do its been almost 7 months now!.The case number was 20883096.I would appreciate your help. I am a Navy veteran and I dont deserve to be treated this way and I wasnt at fault!
  
  Regards,
  
  ***********************

  

  Business response

  01/09/2024

  Good morning,

  Please see our attached supplemental response letter.

  Thank you,

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

   

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got into an accident on 9/13/23, didnt hear from them until 9/19/23 after calling multiple times and leaving voicemails. They dont ever answer their phones they keep it sent to voicemail. Another week goes by had to leave voicemails and they finally called and said they wont pick up my claim since theres no video of the crash. I have video of the driver saying it was his bad and he wasnt looking. We sent them that video and the adjuster says that he cant say what the driver meant by that. This is a horrible insurance company! If you have video of their driver saying its their fault thats not enough you have to have video of the actual crash which is bs. Never had to deal with such a bad insurance company. I dont know how they are still in business Ive seen so many complaints about them.

  

  Business response

  10/03/2023

  Good afternoon,

  Please see our attached response letter. Please let me know if I may be of further assistance.

  Thank you,

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

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Re Claim #****** On 8/9/2023, at around 9pm, I was involved in a hit and run by one of your insured motorists. The vehicle was identified by multiple witnesses and a person taking a picture of the license plate. The police were called and a report was made. I was able to get the insurance from the police officer and I filed a claim that night.When I spoke to her in the past, she said that before she can deny or accept my claim she needed to speak to the owner of car/policy to determine if the car was stolen. That was over a month ago. She told me to go through subrogation with my insurance to get my car fixed. I spoke with my insurance and I dont have collision coverage where subrogation would apply. I only have liability with uninsured motorist, where if she would just deny the claim my insurance will kick in and fix my car. I have not heard from her in the last 2-3 weeks on the status and she does not return my calls so I dont know the status of her investigation. In the meantime, my car is in dire need of repairs. Ubers are expensive, Grubhub is expensive.If she would deny the claim, my car insurance will fix my car. If she would take responsibility, I can fix my car, but instead I am given the cold shoulder and a car in dire need of repairs. How long am I supposed to wait?The car is NOT stolen. The address of the car was given in the police report. You can go on ****** maps and the see the car parked at the address given in the report. I rode my bicycle, on a few occasions, by the address and the car is parked at the address. I sent her a pic of the car via text letting her know that the car is parked at the address in the police report. Can she not go over there and just talk to the car owner? Is it not obvious to her that person is avoiding her, hoping this will go away?

  

  Business response

  10/03/2023

  Good morning,

  Please see attached letter which will serve as our answer. Please let me know if I can be of further assistance. 

  Thank you,

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

*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. ↩