ComplaintsforFarmers Insurance
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Complaint Details
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Initial Complaint
10/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On September 26, 2024 at 2:40 pm, I reached out to Bristol Insurance for roadside assistance and ended up being transferred three times. Despite my repeated pleas for help, I was told that since my car broke down in traffic, I needed to call 911. The police eventually arrived and parked behind my vehicle to ensure the safety of my family and me. The officer arranged for a tow and advised me to submit my receipt for reimbursement. Initially, I was told I would receive the reimbursement within five to seven days. However, when I followed up, I learned it was denied because I had reached my tow limit, even though I had only been towed once through the insurance; I had canceled the earlier request when the officer arrived.Business response
10/30/2024
We are in receipt of your inquiry to the ************************* your inquiry, you advised you had concerns with the handling of your tow claim. We appreciate the opportunity to review and respond.
We take customer service seriously and escalated your concerns to our claims leadership team for review. Our records reflect that Quest is going to refund Bristol West for funds charged for a tow service that was not rendered. Our records confirmed that two tows which occurred on September 12, 2024, and September 27, 2024 are accurately reflected on your account and we will reimburse you for the tow you paid out of pocket for on September *******.
We regret any frustration you experienced as a result of our claim handling. Should you have further questions, we ask that you contact our claims team for assistance.Initial Complaint
10/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am filing this complaint regarding the handling of my diminished value (DV) claim with Farmers Insurance. My parked vehicle was struck by their insured, and I have been negotiating with them for fair compensation. However, despite providing a professional appraisal for the diminished value, Farmers has consistently refused to offer a reasonable ************* vehicle was parked when it was struck by Farmers' insured, meaning I was not at fault in this situation.The damage resulted in a significant loss in value, specifically due to frame damage, which has drastically affected the resale and trade-in value of the vehicle.I obtained a professional diminished value appraisal, which assessed the loss in value at $3,179. This assessment was based on the vehicle's pre-accident condition and post-accident market impact, including quotes from multiple dealerships.Initially, Farmers offered only $800 as compensation for diminished value, which was insultingly low.After continued negotiations, they increased the offer to $2,521, claiming this aligns with their internal assessment. However, this still falls short of the professional appraisal I provided.They have repeatedly refused to increase their offer to the professionally assessed amount of $3,179, despite clear evidence of the significant impact on my vehicle's value.The entire process has been unnecessarily prolonged and frustrating. I am currently deployed overseas, and dealing with this matter remotely has been a significant inconvenience. Despite explaining this, Farmers has shown little regard for the inconvenience and frustration caused by their low offers and delays.Desired Resolution: I request that Farmers Insurance honor the professional appraisal I provided and issue payment for the full diminished value of $3,179. Given that I was not at fault and that the professional assessment clearly demonstrates the loss in value, this is the fair and reasonable outcome.Business response
10/30/2024
We take customer service very seriously and escalated your concerns to our Claims Leadership team to review. We respectfully maintain that our offer for diminished value is well supported by the documentation that you previously provided, which included review of the appraisal and trade-in offer. Without any new information, we are unable to extend an additional offer. We regret that we do not have a more favorable outcome. We encourage you to contact Field Claims Supervisor ******* ****** at ************** or Field Claims Manager ********* ****** at ************** with any additional questions you may have.Initial Complaint
10/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 8/19/2024 I rented a car from *****. The car insurance company Bristol West is supposed to reimburse me for $179.13. The claim adjuster is ***** ******* at **************. I have submitted the receipt on 3 separate occasions and after calling ***** ******* approx 20 times over the last 2 months he has only called me back 1 time and lied about receiving payment reimbursement. The claim # is 7007962431-1 which their extremely poor service I had to file a claim with my insurance which took care of everything except for the rental car which Bristol West has acknowledged but so far no payment of even the courtesy of a phone call to advise on when I will receive a payment.Business response
10/28/2024
We are in receipt of your inquiry regarding Mr. ****** concerns with his out-of-pocket rental expense. We appreciate the opportunity to review and respond.
Our file reflects that the claim supervisor has reached out to ********* directly to discuss the concerns outlined in his inquiry and to confirm that payment was issued to resolve the matter.
We regret any frustration Mr. ****** has experienced. Should he have any additional questions or concerns we would encourage him to contact the claim supervisor.Initial Complaint
10/22/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On Oct 4 my wife and I requested a withdrawal of 20k each from the "DEPOSIT FUND' of our separate FNWL universal life insurance policies. The deposit fund operates much like a bank account and the funds that are in the accounts have been directly deposited by the us along with the accrued interest. The funds have nothing to do with the life insurance policy itself.From my 31 years as a Farmers agent, I know that the normal protocol is when a ************** withdrawal request is made, the request should be immediately processed and the funds should be received no later than 10 days. On Friday *****, I called policy services and learned that even though both my wife and made a withdrawal request from our separate individual accounts, I was told by *** *. that a processing mistake was made and only one request was being processed. After *** *. spoke to someone higher up, she told me that they were rectifying the problem and both requests would now being processed. It is now ***** as I write this complaint and my wife nor I have still not received the requested funds. A good analogy would be if you had money in the bank and they would not give it to you upon your request. My wife and I have significant funds in our ************** accounts and now feel uncomfortable keeping our funds with FNWL because of the uncertainty of receiving our funds upon request, I have been trying on Fri, Mon and now today to speak to a supervisor to try to resolve the issue. Each time I have spoken to a customer service *** and was told that a supervisor was unavailable. I would like help from BBB towards retrieving the withdrawal funds which we requested on Oct 4.I would also like help with coordinating a conversation with an upper management supervisor that is familiar with the problem we encountered and have a discussion about what can be done to avoid this happening again should we decide to not liquidate our "DEPOSIT FUND ACCOUNTS". An apology would also be appreciated.Business response
11/01/2024
The Company has received your request and has sent an acknowledgment to ******* ********* via mail. We are gathering information to research the concerns raised and expect to have our examination completed shortly. Due to Federal Privacy Laws the Company will be responding directly to ******* ********* upon completion of our review.
Thank you,
***** ****
Complaint Resolution TeamInitial Complaint
10/22/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
-5/3/24 I send **** ******* an email requested to cancel my insurance which should have resulted in a refund. -5/6/24 he responded with "I will get this processed for you"-5/21/24 I send an email asking for follow up. "Can you please send me an update. Has this been processed? When and where will I receive the paperwork and refund check?"-No Response - 9/6/24 I followed up with "I am following up again regarding the policy I cancelled back in May. I have not received anything. -9/6/24he responded with "Can you forward me the bill of sale for the sale of property in May"-I send the bill of sale on 9/6/24 and asked when this would be settled. -No Response -9/18/24 I sent "Can you please give me an update. Its been four months since I requested this policy be canceled."-9/19/24 he forwarded me an to read from Kraft Lake Insurance Services. It had a form attached I needed to sign.-9/19/24 I signed the form and sent to **** with this note. "This is incredibly disappointing. Why did you not have me sign this when I requested to cancel 4 MONTHS AGO! My signature is attached and I already sent you proof of sale. Please follow up with me on proof that this is handled and when I can expect a refund. Forwarding address is *************************************"-9/19/24 He sent me "Because this is from a outside company that I had to write it thru. After multiple emails, they finally sent it yesterday. I was out of the office yesterday watching my kids with my dad in hospital so I am forwarding this to you now. It will be backdated and refunded correctly"-10/14/24 I send "When can I expect a refund check?"-As of today 10/22/24 no response.Business response
10/24/2024
Our contact from Kraft Lake was unable to locate a policy for this customer.
Please reach out to this customer to confirm the ********************** carrier and their policy number for further review.
Thanks!Initial Complaint
10/22/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
A policy premium of $1462.00 was paid for me by my bank through Bill **** Foremost claims they never received the payment and demands to see a copy of the check although there is not a check with an ACH payment. I have since moved from the insured property and was not given the insurance; therefore, there is not a pro rata amount but the entire $1462.00 due me.Initial Complaint
10/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
After discussing prices for renewal of my car insurance with my insurance agent ******** *********, I informed him I would not like to renew my policy as I received a much better quote. He said he understood and will not renew. I was unknowingly charged $975 for renewal anyway, and they stopped responding to my email as soon as they knew why I was reaching out.Business response
10/28/2024
To Whom It May Concern:
Thank you for notifying Farmers of the concerns presented to the Better Business Bureau. We appreciate the opportunity to respond to this inquiry.
To protect confidential consumer information, we do not disclose information about our review. We have been in contact with the consumer via email to address their specific concerns in the complaint above.Initial Complaint
10/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In January of this year I filed a claim with farmers. Without even looking at any evidence the case was closed despite their insured driver giving false insurance information and name. After opening the case several time and without any more information, farmers finally accepted full responsibility for the accident. Even after taking the car in, everything damaged in the accident wasnt fixed. I would like them to repair my car fully.Business response
10/23/2024
We are in receipt of the recent inquiry from the Better Business Bureau. In your inquiry, you expressed dissatisfaction with the damages included on the approved estimate of record. We appreciate the opportunity to review and respond.
After review, we respectfully maintain that the approved estimate of record is comprehensive of all loss related damage. Our records reflect that you asked that we include the damage to your windshield as a part of this ******* there is no support that the damage to your windshield occurred as a result of this loss, we maintain that we will be unable to alter our position.
We regret we do not have a more favorable outcome. Should you have additional questions regarding your claim, we ask that you contact the claims team to discuss.Initial Complaint
10/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Since the past couples Hurricanes recently, my car been stalling. I called my insurance company Monday October 14 2024 to check and see if I had comprehensive insurance which I do. The representative told me I can arrange a pick up and we can take a look at the car to see if it's a total loss or fixable. I called my insurance back Wednesday October 16 2024 to get an update on my car. I was told they sent in the wrong pictures of my car give a moment for correction. On October 17 2024 I called the insurance again I was told this time they haven't checked in your vehicle yet it shows that it's being transported currently but your car is there. He stated that he spoke with the manager and still waiting on them to get to my vehicle. I said cancel the claim I can't wait no more I need to get back to work I'm not making any money. He said ok give it about 30 mins call them with lot# and you should be able to pick it up. After insurance representative texted me the information I called twice and was put on hold for a very long time. Friday October 18 2024 I went to go pick my car from the location that my insurance provided in the text message. The customer service representative said your vehicle is not at this location it 3hrs away. The insurance representative then sent a text to me saying due to high volume of vehicle damage from the Hurricanes they send these vehicles there to claim as losses. After he told me that I was totally confused because that's not what he implied. I feel like they are trying to steal my car and sell itBusiness response
10/21/2024
Thank you for being a Bristol West customer. We appreciate you taking the time to let us know how we are doing and we are sorry to hear about your dissatisfaction with the handling of your claim. We take the customer experience seriously and we will provide your concerns to the Claims operation to ensure investigate this matter further.Initial Complaint
10/17/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Before moving to ********** I obtained car insurance through this company. I did not have a secure address at the time so I used a temporary address. After I arrived I called to change my address to my actual residence that I moved to. They redid my policy and it was supposed to be 75 a month. They made me pay ANOTHER down payment of almost 100$. But was assured my monthly charges going forward would be 75. I went on the website to double check and it was correct. Now this month I go to make my payment and it has been changed to 85. But the remainder showing 75. I called them and they gave me a run around about fees added on top. Quite illegal those hidden fees are as well as unethical. The lady pulls up my policy. I pull up my policy except the new policy that I signed is no longer there or accessible and the only one there is showing the old address and old payment schedule. This place is a scam, they have made the documents that I signed with my new policy inaccessible and are giving me the run around. Not only are these practices ILLEGAL but I will be doing a chargeback on the last 2 months and switching insurance companies. They need to be held accountable. Shame on Farmers for allowing a company under their umbrella to scam people. Where is my latest signed documents, why have they disappeared? This is unacceptable and am also going to seek legal action against this companyBusiness response
10/18/2024
To Whom It May Concern:
Thank you for notifying Farmers of the concerns presented to the Better Business Bureau. We appreciate the opportunity to respond to this inquiry.
To protect confidential consumer information, we do not disclose information about our review. We have been in contact with the consumer to address their specific concerns in the complaint above.
*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. ↩
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Customer Complaints Summary
1,898 total complaints in the last 3 years.
629 complaints closed in the last 12 months.