Business Profile
Insurance Services Office
Sentry Insurance CompanyHeadquarters
This business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Sentry Insurance Company's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 157 total complaints in the last 3 years.
- 56 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/10/2025
Type:Service or Repair IssuesStatus: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.
Sentry insurance fails to represent their customers in good faith. I was involved in an accident in which the other driver ran a red light. They assured me they would go to arbitration if need be. They never did and accepted liability. They never notified me, they refused to give reasoning as to why. Then upon my final payment, once paid, decided they needed to get more money and say I owe them. I do not owe them anything and I did not approve to have a bill increase. Legal action needs to be taken. This company doesnt do what it gets monthly premiums for. They act in bad faith intentionally. Lie and blatantly ignore facts and statutes that back certain aspects of an incident. This company needs to be put on a cease and desist and have a fraud case opened.Business Response
Date: 02/14/2025
Attn: BBB
This will acknowledge receipt of the complaint.
We responded directly to the complainant via email on February 14, 2025, 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 - J3/12-18Customer Answer
Date: 02/17/2025
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 response blatantly ignores their lack of Representation as an insurance company. They resolved nothing. They did not investigate the accident nor do their due diligence to ensure the proper people were held accountable. They should lose their insurance license and I will seek information from the ********************** to determine how I should proceed
Regards,
**** *****Business Response
Date: 02/26/2025
Attn: BBB
This will acknowledge receipt of the 02/17/2025 follow-up complaint message.
We responded directly to the complainant via email on February 26, 2025, 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 - J3/12-18Initial Complaint
Date:02/01/2025
Type:Service or Repair IssuesStatus: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.
This company owns dairyland insurance and that company is trying to scam me by creating a false balance of 1067$. I bought car insurance from them in 2024 and i paid it fully. and the end of my policy was in the time of the hurricane in ******* which was september 2024. So i called them about renewal to change my deductibles to see the new price and they said they are unable to offer me a new policy because the company paused it because of the incoming hurricane and said if i didnt make a new payment my policy wouldnt be renewed anyway. So i made a deal with another insurance company. After months they are sending me mails saying i have a balance of 1067$ which occured after the end of my policy when they were saying they were unable to provide me a new policy because of the hurricane. They cant just continue my policy after saying that not informing me and also saying if i dont make a new payment it would be terminated anyway. This is literal scamming. I hope you guys can do something about this otherwise im gonna have to go to authorities. Thanks for your timeBusiness Response
Date: 02/11/2025
Attn: BBB
This will acknowledge receipt of the complaint.
We responded directly to the complainant via email on February 11, 2025, 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 - J3/12-18Customer Answer
Date: 02/12/2025
[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.
Regards,
***** ******Initial Complaint
Date:01/29/2025
Type:Product IssuesStatus: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.
The Nature of the dispute is I paid premiums to Dairyland Mutual Insurance Company of Texas, Policy #***********, for an ***22 between 3/18/2020 and 5/5/2024 on behalf of my grandson, Questin *. *****. This company is in WI and makes you think they are in Texas but it's misleading. I paid for his Occupational Driver's License during this period. However, I discovered that Dairyland continued collecting premiums, and the Texas ***************************, ******, ** (during COVID-19) never received the Petition For Occupational License, Cause No. ********* signed by the clerk's office on March 23, 2020. Dairyland County Mutual Insurance does not know or can cross reference TDPS records on my grandson's license to verify that an ODL was ever issued after I reported and contacted the courts, ****************************************************************** Insurance. TDPS Driver License ****************, ******* *., Lead License Specialist V, (I requested an investigation). The final results were a Petition For Administrative Hearing in Judge ****** Office, (I was present) on August 22, 2024, Texas ******************** Safety VS ******* *****. He was given a "Notice of Suspension Or Probation." The h*** I am going through to get my money. I am 68 years old and have replied by email and phone numerous times with ********************************* and they both refuse to refund my money for 4 years of premiums. I have presented them with all the facts I sent you. I sent an email to *****, Dairyland Insurance **************** Representative ****************************************** phone: ************. They gave me a runaround for documents from the ***. Knowing that there are no documents. I have provided the proof and documentation by email Please help me get my refund back. I don't deserve to be denied and treated this way. Premiums were still being billed to me monthly for payments for my grandson, Questin. Thank you. --**** *****Business Response
Date: 02/24/2025
Attn: BBB
This will acknowledge receipt of the complaint.
We responded directly to the complainant via email on February 24, 2025, 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,
***** Gebert
Consumer Affairs Specialist | Legal & Compliance
************ | ************ | ************ FAX
*********************************************************************
Sentry Insurance
*******************
**********************
Office: J3/12-18Initial Complaint
Date:01/17/2025
Type:Service or Repair IssuesStatus: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.
Had a vehicle wreck and the other person was at fault for running a stop sign and ran into the side of my vehicle and shoved me into a pole. Very extensive damage to my vehicle and the sentry insurance has stalled for 3 weeks into getting me a rental vehicle and progressing to get my vehicle looked at and get fixed.Business Response
Date: 01/24/2025
Attn: BBB
This will acknowledge receipt of the complaint.
We responded directly to the complainant via email on January 24, 2025, 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,
***** Gebert
Consumer Affairs Specialist | Legal & Compliance
************ | ************ | ************ FAX
*********************************************************************
Sentry Insurance
*******************
**********************
Office: J3/12-18Initial Complaint
Date:01/13/2025
Type:Product IssuesStatus: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.
Date of Transactions: 11/11/2024 Amount paid: $483.00/mo Type of coverage: liability Date policy cancelled: 12/11/2024 Time policy cancelled: 9am Date billed AFTER cancellation: 12/12/2024 Amount billed: $163.00 Insurance policy cancelled 12/11/2024 @ 9 am and sent a letter in the mail stating the cancellation would not be effectiveuntil 12pm the next day (12/12/2024). I was insured with a new auto insurance company by 12/1/24. I was dissatisfied with Dairylands business and was told I would receive a refund. Not only did I not receive a refund, I was illegally billed after a cancellation.Business Response
Date: 01/23/2025
Attn: BBB
This will acknowledge receipt of the complaint.
We responded directly to the complainant via email on January 23, 2025, 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.
Best Regards,
****** ****, AIC, AIS, AIT
Market Conduct Analyst
Consumer Affairs | Legal & Compliance
************ | ************ | ************ FAX
*********************************************************************
Sentry Insurance
********************
******************************
Office: SHO - J3/12-19Initial Complaint
Date:01/06/2025
Type:Delivery IssuesStatus: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.
insurance company will not answer phone, reply to emails and lost my claim after filing 3 times. I need doctor and body shop payment and work order sent to them.Business Response
Date: 01/15/2025
Please see the attached response.Initial Complaint
Date:12/12/2024
Type:Service or Repair IssuesStatus: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.
Had an accident and their insured customer was at fault. ********************************************* collected all documents, all statements, and their adjuster ******* ******* has stated they already have an estimate for damages ready but has not paid out for the damages yet. I have contacted them multiple times and they keep prolonging the process without any actual explanation or reason. As of today it has been over a month since the last time I've had any contact with them or any information regarding my claim. My car needs to be repaired.Business Response
Date: 12/17/2024
Attn: BBB
This will acknowledge receipt of the complaint.
We responded directly to the complainant via email on December 17, 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,
***** Gebert
Consumer Affairs Specialist | Legal & Compliance
************ | ************ | ************ FAX
*********************************************************************
Sentry Insurance
*******************
**********************
Office: J3/12-18Initial Complaint
Date:12/09/2024
Type:Product IssuesStatus: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.
The incident occurred sometime in August according to them they had to return check we never received no phone call from them never received no letter from them but they dropped our insurance in August so from August September October November and first part of December me and my wife were unaware that we had no insurance So now come to find out that's going to cost us extra money because I'm not having any insurance so this has been a huge inconvenience for me and my wife both and I'm just so glad and I thank God that we did not have an accident because we lost everythingBusiness Response
Date: 12/18/2024
Attn: BBB
This will acknowledge receipt of the complaint.
We responded directly to the complainant via email on December 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,
****** ****, AIC, AIS, AIT
Market Conduct Analyst
Consumer Affairs | Legal & Compliance
************ | ************ | ************ FAX
*********************************************************************
Sentry Insurance
********************
******************************
Office: SHO - J3/12-19Initial Complaint
Date:12/06/2024
Type:Service or Repair IssuesStatus: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.
10/31 Dairyland Insured driver hit my vehicle. I reported the accident 11/1. I returned the accident report to Dairyland including 2 witnesses 11/12/2024. Their insured did not report the accident. I was told if they had not reported the accident before Thanksgiving, the claim would be processed. The agent hasn't done anything. I have left several messages and he hasn't returned any calls. I spoke with another agent 12/6 1:15 pm pst and stated only witness was listed in file, which is a big mistake since I listed 2 witnesses to confirm their driver was at fault. My vehicle is still damaged and can not be traded in. Pictures were already sent to *****.Business Response
Date: 12/12/2024
Attn: BBB
This will acknowledge receipt of the complaint.
We responded directly to the complainant via email on December 12, 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
Date:11/29/2024
Type:Service or Repair IssuesStatus: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.
My mother (who is an insured driver on my car insurance policy) was rear ended at a stop light by a Dairyland insurance customer. This was on October 28, 2024. The Dairyland driver never filed a claim, so we filed it with Dairyland for her. To date, we have had zero resolution on this claim, and are still driving a damaged car around. The latest excuse for the no activity was that Dairyland couldn't get ahold of their own customer for a statement, so the claim is in limbo. Unfortunately, this appears to be a MO of Dairyland. The fact that we are still waiting to even get the vehicle over to a repair shop is absolutely ridiculous. The account number provided below is the account number of the ********************** customer who hit us and is at fault for this incident, yet Dairyland is dragging their feet.Business Response
Date: 12/05/2024
Attn: BBB
This will acknowledge receipt of the complaint.
We responded directly to the complainant via email on December 5, 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
Sentry Insurance Company is NOT a BBB Accredited Business.
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