ComplaintsforSentry Insurance Company
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Complaint Details
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Initial Complaint
09/11/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On June 3rd I received a text notice from my agent, not email or letter to our business. It stated we would not be able to renew due to a wall not meeting THEIR criteria although it was built to spec in 1992 and has been insured for 31 years as built and the local fire department and county had passed it as meeting fire code. I had been a Sentry customer for a year, this was my first term and I was covered for that term as built and there were no modifications. My policy was due to renew on June 23rd. So I had less than 3 weeks to shop for and secure new insurance for my business. I still have never received this in writing from them as requested. I was forced to sign a 3 year premium to get coverage at an increase of $9100 per year. This cost me $27,300 in increased premiums over 3 years and the stress of such short notice during our busy season. We had 2 weeks where we went uninsured and lost a program due to not having coverage and they went elsewhere resulting in $1200 per week for the following 12 weeks totaling $14,400. This loss due to their unfair decision and unjust inspection and short notice has cost me a total of $41,700 +/- and I am seeking compensation. I have requested their legal contact with no reply. I have received no communication except requesting my number for the previous year which I refuse to do until this is settled.Business response
09/23/2024
Attn: BBB
This will acknowledge receipt of the complaint.
We responded directly to the complainant via email on Friday, September 20, 2024, and feel this matter is resolved. Please allow enough days for complainant to receive and review our response before reaching out to complainant about our company's handling of the complaint.
Our companys complaint handling procedures mandate protecting personal information when responding to non-regulatory agencies such as the Better Business Bureau; therefore, we will only correspond with the complainant.
Regards,
****** ****, AIC, AIS, AIT
Market Conduct Analyst
Consumer Affairs | Legal & Compliance
************ | ************ | ************ FAX
*********************************************************************
Sentry Insurance
********************
******************************
Office: SHO - J3/12-19Initial Complaint
09/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On Dec 14, '23, an insured of Dairyland and Sentry ran into the side of my car. A claim was filed and after a lengthy time the repair was made dur to the availability of parts for this specialty auto. Over time, the repair was made, deductible was paid as well as the repair bill. Since that time I have been in contact with your agents regarding depreciation of the vehicle, inconveniences and not mentioned having to drive a heavily damaged car making only the front seat available. In review, your agent claims that no depreciation is due as to a prior accident a year or more prior. That accident was a damaged front bumper with a $1200 repair. Your claim was a $6500 repair. Your explanation is that CARFAX ignores the second accident in their values as the car has already depreciated. After contacting CARFAX, I found this to be a falsehood (in some cases a lie to avoid settlement). I do have written confirmation to this fact which makes sense as $6500 trumps any bumper being replaced years before. Any value is judged by the most expensive repair. Of course your agents do not use common sense in this synopsis. I have documentation from dealers as to the value of the vehicle at the time of the accident to be in the $21000 value based on current mileage and condition. In a CARFAX report dated in April of '24, after repair the value decreased to $16000. The people in the know, dealers and ****** seem to disagree with you agents in the area of $5000, not to account for use and anguish and other issues regarding my use of the vehicle and inconveniences. With evidence produced by third parties with no interest either way, I would request at this time that you have someone (not commissioned) to contact me with a settlement to keep me from obtaining legal litigation and seeking a court hearing. Thank you and I request a prompt reply as this has been going on with phone calls and emails for months, maybe thinking I would go away Claim #**A2668**-187 **** A ******Business response
09/16/2024
Attn: BBB
This will acknowledge receipt of the complaint.
We responded directly to the complainant via email on September 11, 2024, and feel this matter is resolved. Please allow enough days for complainant to receive and review our response before reaching out to complainant about our company's handling of the complaint.
Our companys complaint handling procedures mandate protecting personal information when responding to non-regulatory agencies such as the Better Business Bureau; therefore, we will only correspond with the complainant.
Regards,
****** ****, AIC, AIS, AIT
Market Conduct Analyst
Consumer Affairs | Legal & Compliance
************ | ************ | ************ FAX
*********************************************************************
Sentry Insurance
********************
******************************
Office: SHO - J3/12-19Initial Complaint
08/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Had insurance through Dairyland Insurance and I gotta say I made huge mistake doing that after reading so many complaints about this company, and some of these complaints kind of say the same about mine. So I signed up with Dairyland I would say sometime back in March and it cancelled in April due to non-payment. The company claims that I signed up for Electronic Mail in which I don't remember doing so being I don't do electronic Mail with any of my utilities or bills why would I go different with this company. So after no billing was received neither US Mail or by email, no cancellation notice was received. I find out my policy cancelled I reached out to Dairyland and tried to pay the amount due and they told me "NO" it couldn't be done that I would have to pay the entire policy off which was double or even tripled in the amount. So, now I received multiple calls from Dairyland Insurance Debt Collection Team, I have ask them many of times to Cease and Desist different agents and they continue to harass me over a $60 dollar bill.The company refused back in April to accept my payment for a policy restart, so I cut them lose. They literally refused to fix the problem back then and again has refused to still address the problem. The amount below reflects both policy that where cancelled for the same issue I HAVE ASK THE COMPANY TO CEASE AND DESIST ALL COLLECTION EFFORTS UNTIL A PROPER SOLUTION CAN BE REACHED.Business response
09/09/2024
Attn: BBB
This will acknowledge receipt of the complaint.
We responded directly to the complainant via email on September 9, 2024, and feel this matter is resolved. Please allow enough days for complainant to receive and review our response before reaching out to complainant about our company's handling of the complaint.Our companys complaint handling procedures mandate protecting personal information when responding to non-regulatory agencies such as the Better Business Bureau; therefore, we will only correspond with the complainant.
Regards,
** *****************
Consumer Affairs Specialist | Legal & Compliance
************ | ************ TOLL-FREE | ************ FAX
*******************************************
Sentry Insurance
**********************
********************, **************; 54481
Office: SHO - J3/12-18Customer response
09/12/2024
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.
The company failed to address the matter and told me BBB also has no jurisdiction nor say on any business practices, because of this I have filed an additional complaint with State Regulator over Insurances.
Regards,
***********************Business response
09/13/2024
Thank you for forwarding the complainant's comments to us. We view them as informational-only and not requiring a response.
The BBB complaint may be closed and we will respond accordingly to the insurance department complaint, upon receipt.
Regards,
Dairyland County Mutual Insurance Company of Texas
Initial Complaint
08/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
May 19th, 2024, I got rear-ended by a person insured by Sentry/Dairyland Insurance. Today is August 23rd, 2024 and the claim is still not settled. I was hit at a minimum of 35 mph while I was stopped at a red light. This is not a loss that I am in no way at fault for.After numerous calls, voicemails, text messages, and emails, they did not provide me a rental car until July 28th, more than two months after the accident. The adjusters assigned to my claim would take weeks off at a time being part of the reason why I wasn't being responded to. When I got ahold of a coworker or manager, they told me that they would notify the adjuster and would still fail to hear back.The estimate that Sentry Insurance provided for my vehicle damages was not at all accurate and did not include many other damages that were accident related. When I expressed my concerns, Sentry Insurance argued that I was wrong. After making multiple complaints, Sentry Insurance finally decided to send an individual adjuster out to ***** the damage. Today, August 23rd, Sentry deemed my vehicle a total loss (Their original estimated cost of damages was around $3,000, my car is valued at around $12,000)Sentry Insurance is still refusing to reimburse me for lost wages, and insurance and car payments due to me being out of a vehicle for two months on behalf of their negligence and failure to handle this claim in a timely manner.I am requesting that I be fully reimbursed for my lost wages from not being able to commute for work, and for the insurance and car payments that I have been making.Business response
09/03/2024
Attn: BBB
This will acknowledge receipt of the complaint.
We responded directly to the complainant via email on August 29, 2024. We continue our efforts to fully resolve complainant's concerns. Please allow enough days for complainant to receive and review our response before reaching out to complainant about our company's handling of the complaint.
Our companys complaint handling procedures mandate protecting personal information when responding to non-regulatory agencies such as the Better Business Bureau; therefore, we will only correspond with the complainant.
Regards,
*********************, AIC, AIS, AIT
Market Conduct Analyst
Consumer Affairs | Legal & Compliance
************ | ************ | ************ FAX
*******************************************
Sentry Insurance
*******************
******************************Initial Complaint
08/23/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
This company has charged my bank account and enrolled me in a policy without my consent. I was abroad and never enrolled in this policy. I believe someone in my household may have purchased this without my consent. I filed a chargeback. I received a letter from DairyLand and the FLHSMV stating that my policy was void because of the chargeback. I agreed to this because I never approved or needed this policy. But yet, the company decided to re-charge my bank account or refuse the chargeback. I want an immediate refund of the amounts paid because I never enrolled in this. Moreover, they stated that the policy was cancelled following the charge dispute but then they reversed the cancellation and charged my account again. If this is not resolved, I will not hesitate to proceed with a small claims legal action..Business response
09/03/2024
Attn: BBB
This will acknowledge receipt of the complaint.
We responded directly to the complainant via email on September 3, 2024, and feel this matter is resolved. Please allow enough days for complainant to receive and review our response before reaching out to complainant about our company's handling of the complaint.
Our companys complaint handling procedures mandate protecting personal information when responding to non-regulatory agencies such as the Better Business Bureau; therefore, we will only correspond with the complainant.
Regards,
*********************, AIC, AIS, AIT
Market Conduct Analyst
Consumer Affairs | Legal & Compliance
************ | ************ | ************ FAX
*******************************************
Sentry Insurance
********************
******************************
Office: SHO - J3/12-19Initial Complaint
08/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
car accident may 19 2024 claim no 96a341493-733 waiting for the money for my car and they are ignoring me. there was no rental no medical the car was total my son lost his job because of the accident need to paid for car please help me. thank you.Business response
08/16/2024
Attn: BBB
This will acknowledge receipt of the complaint.
We responded directly to the complainant via email on August 16, 2024. We continue our efforts to fully resolve complainant's concerns. Please allow enough days for complainant to receive and review our response before reaching out to complainant about our company's handling of the complaint.
Our companys complaint handling procedures mandate protecting personal information when responding to non-regulatory agencies such as the Better Business Bureau; therefore, we will only correspond with the complainant.
Regards,
*********************, AIC, AIS, AIT
Market Conduct Analyst
Consumer Affairs | Legal & Compliance
************ | ************ | ************ FAX
*******************************************
Sentry Insurance
*******************
******************************Initial Complaint
07/21/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Ive been trying to contact my agents for a claim for over a month now regarding a motorcycle accident I was in. Ive provided all the registered drivers information including plate number, vin, and drivers name and address from a verifiable police report. Ive even sent them the police report and pictures of the damages and I have called many times over the past month since the accident and my rep never responds. When I call dairylands 24 hour number I get transferred to several people who cant give me any information and say just wait until my rep answers. Ive been hung up on twice now. All I need is insurance information from the other party in the accident. I originally couldnt get it because it was a hit in run but after obtaining footage from the police they identified the driver. I havent gotten any information back and I paid for my coverage in full for the year. Incredibly frustrated right now.Business response
08/02/2024
Attn: BBB
This will acknowledge receipt of the complaint.
We responded directly to the complainant via email on July 31, 2024, and feel this matter is resolved. Please allow enough days for complainant to receive and review our response before reaching out to complainant about our company's handling of the complaint.
Our companys complaint handling procedures mandate protecting personal information when responding to non-regulatory agencies such as the Better Business Bureau; therefore, we will only correspond with the complainant.
Regards,
*********************, AIC, AIS, AIT
Market Conduct Analyst
Consumer Affairs | Legal & Compliance
************ | ************ | ************ FAX
*******************************************
Sentry Insurance
********************
******************************
Office: SHO - J3/12-19Customer response
08/05/2024
[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
07/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I believe this company does not act in good faith, and by reading the automated cut & paste business responses in addition to NOT BBB Accredited - this appears to be procedure.My daughters unoccupied vehicle was hit while parked in front of our home on June 25th, by an individual who presented Daily Land Insurance/Sentry as their carrier to the officer and myself. I contacted DLI the following day to report a claim and gave them extensive information (as painful as they made it) including their policy number. The temporary tag I provided was dismissed and told that doesnt help in addition they were unable to locate the vehicle in their system which was alarming. Days later I receive a letter with jargon stating they need information to determine fault and process to repair my vehicle in addition to state laws, which is also interesting since I initially provided them with the ticket number for their client and stated I had video footage of the accident. By the 3rd I spoke with a lady who proceeded to interrogate me for information I had initially provided for them. When I pressed for a reason for their issue of coverage I was told they could not reach him and that they need the police report to verify the vin number (which takes many weeks). Later, I found the vin number on a picture of the paper license plate and emailed this to help resolve the issue, however there was no confirmation or reply to this email. I did however receive another additional voice message atop of a slue of spam text messages demanding I provide my video evidence and pictures of damage to our vehicle, while ending the call with- they are still having issues of coverage.Any insurance company knows if their client is covered or is not. It is now 15 days in counting that my daughter is without a vehicle, while their client is still driving around. The state I am from, dealerships provide registration with temp tags and requires proof of insurance to leave.Business response
07/19/2024
Attn: BBB
This will acknowledge receipt of the complaint.
We responded directly to the complainant via email on July 19, 2024, and feel this matter is resolved. Please allow enough days for complainant to receive and review our response before reaching out to complainant about our company's handling of the complaint.
Our companys complaint handling procedures mandate protecting personal information when responding to non-regulatory agencies such as the Better Business Bureau; therefore, we will only correspond with the complainant.
Regards,
*********************, AIC, AIS, AIT
Market Conduct Analyst
Consumer Affairs | Legal & Compliance
************ | ************ | ************ FAX
*******************************************
Sentry Insurance
********************
******************************
Office: SHO - J3/12-19Initial Complaint
07/08/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Called this company March 25, 2024 to have policy cancelled before payment date of policy 3.28.2024. I had to call 2 different times to get policy completely cancelled. Policy number *********** billed amount $579.64 was cancelled prior to new bill date and then at that point your company charge a fee for services and coverage that was never rendered due to me already having an active policy with ***** dated off date 3.29.2024. I have been calling on this issue I am requesting balance due of $579.64 to be cleared due to no balance due and me having active charge already with another company and I had already cancelled the policy prior on 3.25.2024.No balance is due and balance need to be reflected is $0.00Business response
07/18/2024
Attn: BBB
This will acknowledge receipt of the complaint.
We responded directly to the complainant via email on July 18, 2024, and feel this matter is resolved. Please allow enough days for complainant to receive and review our response before reaching out to complainant about our company's handling of the complaint.
Our companys complaint handling procedures mandate protecting personal information when responding to non-regulatory agencies such as the Better Business Bureau; therefore, we will only correspond with the complainant.
Regards,
** *****************
Consumer Affairs Specialist | Legal & Compliance
************ | ************ TOLL-FREE | ************ FAX
*******************************************
Sentry Insurance
**********************
********************, **************; 54481
Office: SHO - J3/12-18Initial Complaint
07/06/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
The date of occurrence was 5/23/2024 I payed them the required amount which was $330.96 to get started.However I received a quote from another insurance company I call ****** right back (it was like 8 minutes ) and I explained to him I received better rates from another insurance company and that I will not be using his company and I asked him not to put the paper work in. He said ok next few day I received a insurance policy that I clearly explained to him.I didn't want I called the company and spoke with a supervisor (whom was rude) I attempted to explain the situation to her (she state well you may get some of your money back and you may not we will let you know). Now I noticed they sent me ****** refund in which I asked ****** not to put the policy in effect in the first place,but because I didn't want to use their company I should have to pay $80.96 this is unfair because their worker got angry and filed the claim anyway. I ask that I get a full refund.Business response
07/16/2024
Attn: BBB
This will acknowledge receipt of the complaint.
We responded directly to the complainant via email on July 16, 2024, and feel this matter is resolved. Please allow enough days for complainant to receive and review our response before reaching out to complainant about our company's handling of the complaint.
Our companys complaint handling procedures mandate protecting personal information when responding to non-regulatory agencies such as the Better Business Bureau; therefore, we will only correspond with the complainant.
Regards,
*********************, AIC, AIS, AIT
Market Conduct Analyst
Consumer Affairs | Legal & Compliance
************ | ************ | ************ FAX
*******************************************
Sentry Insurance
********************
******************************
Office: SHO - J3/12-19
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Contact Information
Customer Complaints Summary
138 total complaints in the last 3 years.
55 complaints closed in the last 12 months.