Complaints

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

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  Church Mutual Insurance Company, S.I.

  3000 Schuster Ln Merrill, WI 54452-3863

  
• 

  Church Mutual Insurance Company, S.I.

  PO Box 357 Merrill, WI 54452-0357

  

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:04/01/2025

  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.

  DOL 11/22/2024 Claim# ************* Have evidence proving that I'm not at fault

  

  Business Response

  Date: 04/03/2025

  Dear Mr. ******* your claim representative will be reaching out to you this week to discuss your claim and the measures taken to resolve this matter.

• Initial Complaint

  Date:03/21/2025

  Type:Order 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 called in and paid $291.75 [premium for insurance coverage on account number: *******] on Dec. 13, 2024. Apparently, it was considered late and as a result the insurance was going to be canceled. I was asked via an email if there were any claims filed during this interim period of investigation. I responded, no. Then in January, I received a bill for $291.75 with a billing date of 01/15/25 and current charges due 02/15/25. I called in a payment of $291.75 on 02/10/25 [confirmation number: **********]. Yesterday, I received a letter through my P. O. Box and opened it up only to find these words in the policy changes section: It is understood and agreed that the policy is cancelled effective 12/13/25. If there is any return premium, this will be reflected on your next statement. I have received at least three of these letters since December13, 2024. My issue with this whole situation is why did you send me a bill in January to collect a premium on a cancelled insurance policy? I would like to be reimbursed for the payment I made in February.

  

  Business Response

  Date: 03/27/2025

  Good afternoon ****** ******, our records reflect that although a Notice of Cancellation was sent our company was able to reinstate the policy due to the overdue premium being received within the grace ************* Please contact us at ************** if you would like to speak to one of representatives directly regarding your current policy status.  Thank you.

  Customer Answer

  Date: 03/27/2025

  [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; provided that I receive no more letters [as was provided in the complaint] stating that my insurance is cancelled, while receiving payments on said account. 
  
  Regards,
  
  (******) ******** ******
  

• Initial Complaint

  Date:02/28/2024

  Type:Product 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.

  Received a notice of cancellation, nonrenewal or declination from Church Mutual Insurance, stating that our policy will expire effective 5 May 2024; with the reason that "Exposure does not meet Underwriting guidelines." We have been with Church Mutual Insurance since 2018 and have filed two claims, with zero dollars paid as a result. I would like more clarity about why the policy is being cancelled and why they are not offering reimbursement for at least a year of payments for terminating without cause and our efforts to find another policy to cover our church in such short notice. I would also like a better understanding of the decline so that I can answer the questions from the other insurance company once we find one as to why we are seeking another policy.

  

  Business Response

  Date: 03/01/2024

  The notice of nonrenewal provided meets state regulatory mandates and was provided in the timeframe required.  Should the complainant desire further discussion regarding the nonrenewal of their specific account, they may contact us directly.  

  Customer Answer

  Date: 03/01/2024

  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.
  
  [Please type your response here.]
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:10/18/2023

  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.

  Oak Grove Baptist has been insured for several decades with Church Mutual Insurance Company. Oak Grove has been advised that Church Mutual has decided not to renew our policy. Their reason for refusal to renew states:Claims frequency of four claim and loss ratio does not meet underwriting eligibility. Church Mutual has only process (1)one claim for Oak Grove Baptist Church totaling just under $25K. That claim was on November 3, 2023. All other claim were paid (0)zero dollars, because Church Mutual deemed them not to be covered. Oak Grove paid Church Mutual Insurance a premium of ******* last year and has been paying them premium in that range for several decades. The loss ratio is not as great as Church Mutual states and should have met the underwriting eligibility the same way it did in 2018, 2019, 2020, 2021,and 2022.

  

  Business Response

  Date: 10/23/2023

  We have reviewed the Notice of Nonrenewal provided and determined it is compliant with regulatory mandates.  A renewal policy will not be offered due to the reasons stated on the Notice of Nonrenewal.   

  Customer Answer

  Date: 10/24/2023

  a 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 reason stated in the Notice of Nonrenewal from Church Mutual Insurance are incorrect.  Church Mutual has only paid out (1) claim to Oak Grove Baptist Church.  All other claims were either denied or not paid.  Oak Grove Baptist Church has had this policy with Church for SEVERAL DECADES.  Please have Church Mutual to spell out the regulatory mandates that they used to determine compliance.   Cancelling coverage because of again (1) paid out claim for less than $25,000 is definitely not regulatory compliance.  I have made this complaint with the ************** of Insurance and an waiting to hear from them about this matter.  I believe that they will find that Church Mutual Insurance is not operating in good faith by the cancelling of coverage because of a(1)one paid claim.   Oak Grove paid $8600 just for coverage this past year to Church Mutual.  And Oak Grove Baptist Church has paid similar premiums for several DECADES to Church Mutual.   So the point that they make that their payout to the church is reason to not renew our policy is just not true.  We have over the years paid Church Mutual a lot of money to cover us, and now that they cancel us for (1) one payout in several decade of us paying them is not right!
  
  Regards,
  
  ***************************

  

  Business Response

  Date: 10/27/2023

  As your rejection of our initial response conveys that you have proceeded with a formal complaint with the ******** Commissioner of Insurance we will plan to respond to your continuing concerns about the nonrenewal through the Commissioners Office.  Thank you. 

  Customer Answer

  Date: 10/30/2023

  [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

  Date:09/23/2023

  Type:Order 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 4/17/2023 my daughter ********************* was given a overdose of her medication by the school nurse due to this she was rushed to childrens hospital. While there Maleyah blood pressure & vital was unstable she was hospitalized, the nurse was terminated the school insurance promised to pay our lose wages they so far only paid my wifes I sent in all documents and they still have not agreed to pay all my Lost wages.

  

  Business Response

  Date: 09/26/2023

  Hello ******, we have alerted the appropriate department about your experience. A supervisor will contact you directly to discuss these concerns.

• Initial Complaint

  Date:11/16/2022

  Type:Product 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 would like to state that I have emails to prove everything in this complaint & have reached out to customer service twice with emails attached, only to receive a generic response that I assume is automated. Our church has been waiting 3 months for a claims check, original claim was in August, it is now November. By the representative's own admission, the check has been sent to the wrong church in a different city 300 miles away 3 times (that I know of), a fourth check was supposed to have been made, that was 3 weeks ago and we still have not received it. Now it's like he forgot that he told me they sent the check to the wrong church by saying "I don't know what you expect to be done at this point, clearly there is something wrong with your address" which is insane because the same day he said that, I received a bill from church mutual IN THE MAIL. He is now saying, after 3 months of his spotty communication, the only option is an electronic transfer which requires me giving him bank account information. He must think I am out of my mind to give my bank information to someone who has mistakenly addressed a mailed check over and over again. Additionally, I have asked for a loss statement and proof that the claim was closed and have had no response about that at all. I have honestly started to wonder if I was really actually dealing with a true Church Mutual Representative because this is just unbelievable. I understand mistakes happen and I feel we have been beyond patient for 3 MONTHS and tried to give him the benefit of the doubt that he was handling our claim properly, but at this point I dont think that is the case. We have been a loyal customer to ******************************************* for years, we make our payments on time (which is a pretty big amount for our little church). I dont expect special treatment for that, I just want communication about our claim in a timely manner, and just some regular, decent customer service. The way this has been handle is unacceptable.

  

  Business Response

  Date: 11/21/2022

  Hello, *****. Thank you for bringing this to our attention.We truly value your business and apologize for any communication issues you have encountered. We alerted the **************** about your experience, and a supervisor has made contact to address these concerns. If you have any additional questions or concerns, please do not hesitate to contact us!

• Initial Complaint

  Date:11/15/2022

  Type:Sales and Advertising 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 November 3, 2022, my wife parked her car at ******************** Assisted Living, ***************************************************************** in ************, *********. One of their employees backed up the facility's small buses into her car, almost tearing off the bumper and destroying computer equipment inside the bumper. We reported the incident to ************'s insurance company which is Church Mutual Insurance. Twelve days have passed since the accident and they have done nothing. My wife had to borrow a car because they have failed to address the claim. We need our car repaired and a rental car asap and compensation to the individual we have had to borrow a car from.

  

  Business Response

  Date: 11/21/2022

  Hello,***. We appreciate you bringing this to our attention. We notified our **************** about your message and were informed a Claim Supervisor has contacted you directly to address these concerns. If you need any further assistance, please do not hesitate to contact us. Thank you! 

• Initial Complaint

  Date:09/13/2022

  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.

  We filed a claimed in hood faith with church mutual insurance company. We provided all the necessary documentation requested. Church mutual didnt not fully remedy our church predicated upon the damages and total replacement cost. After investigation, there are many other churches in *********** where church mutual engaged in similar practices. For example, if a door costs $200, they give you $50. Their strategy is to tell these small entities to remedy the door themselves and they will receive reimbursements. The issue is that these are small engines that depended on their insurance to act in good faith. After so long, they close the claim. We have a total replacement policy. The roof material to restore the roof, AC, siding is more than double what church mutual remediated. We priced estimates to restore the roof, yet they closed the claim without regard. We are also filing a complaint with the state insurance commissioner with several other churches.

  

  Business Response

  Date: 09/23/2022

  **SEE ATTACHED DOCUMENT**

• Initial Complaint

  Date:07/09/2022

  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.

  I am writing in regards to my claim involving a vehicle insured by Church Mutual on April 28, 2022. I have yet to hear from the company regarding this issue and to cover the cost of damages caused by their client who was driving and caused the damages. I have sent emails and attempted to contact this insurance company several times and requested a return call with no response. My insurance company is still waiting to hear from this insurance company regarding the same manner. I have respectfully requested this insurance company to work with me to resolve this issue expeditiously. All I want is for this case to be handled immediately to avoid further stress, frustration and a poor experience with Church Mutual Insurance. Thank you for your assistance.

  

  Business Response

  Date: 08/11/2022

  Hi *****,
  Thank you for your feedback. We apologize for our delayed response and your inconvenience. Our customers deserve to be served with excellence, and we recognize untimely communication does not align with the experience we want to provide them. As you may know, the claim has been closed and a payment was issued Aug. 2, 2022. If you have further questions about the claim, please contact our **************** at **************, Option 1.