ComplaintsforGrange Enterprise Companies, including Grange and Integrity Insurance

• Initial Complaint

  10/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My homeowner's insurance has been cut off by Grange. I am disabled. I pay them. In 17 years, I have had $5,000 in payouts for problems. No reason given. I have paid my bill, and my home has been in good repair. They will not answer or say what was wrong, I am just cut off of homeowners insurance.

  

  Business response

  11/07/2024

  ***********
  Thank you for the opportunity to respond to Mr. ******’ complaint.

  
  Our records indicate that our contract with Mr. ******’ agent representative, *********** ********* *****, was terminated. Therefore, all policies written through this agency were set up for non-renewal.

  
  If Mr. ****** is interested in continuing his policy with another agent representative, he is encouraged to visit our website, ************************ Once on the website, a listing of local agent representatives can be obtained by following these steps:
  1. From the homepage, select the “Find an agency” feature in the upper right corner of the screen.
  2. Enter the zip code in the upper left corner of the screen.

  
  The phone number and email address for each agency listed is provided and Mr. ****** can contact the agency of his choice to review his policy.

  
  Should you have additional questions, please do not hesitate to contact me.
  Sincerely,
  
  ******** *******
  Senior Compliance Analyst
  ###-###-####
  ****************************
  Cc: *********** ********* ***** (*********)

• Initial Complaint

  10/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was struck in a crash on 275 on September 16th. Ohio State highway patrol came and the other driver was sited. I was given all of his information he is insured with grange insurance. I have repeatedly left messages with their claims department day after day after day with zero response or replies. I didn't know anything else to do but try the BBB for help....please help me get them in motion and contact me about fixing my car. I'm at my wits end and just don't know what else to do. I have all of the information on the driver who was at fault including the claim number which grange is using for this accident. Please help. ***** ******.#########

  

  Business response

  10/04/2024

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

  Thank you for allowing Grange Indemnity Insurance Company the opportunity to respond to the follow up inquiry  related to File/Case ********. 

  Mr. ******* ****** reached out to request a follow-up in regards to this file. The complaint was received on  10/2/2024. At that time, our investigation was still on-going and we did not have enough information to proceed  with finalizing our coverage and liability investigation. Since we received the complaint, our adjusters have  reached out to Mr. ******* ****** to provide him an update on the status of our investigation. We advised Mr.  ******* ****** that we still had to secure the police report along with a statement from our insured regarding the  facts of loss. Since his inquiry, we have obtained the police report and have continued to make phone calls to  attempt to reach our insured. We will provide Mr. ******* ****** another updated once the investigation is  completed.  

  Please feel free to call me with any questions at the number listed below. 

  Sincerely, 

  ***** **** 

  Claims Manager 

  Phone: ###-###-#### 

  Fax: ###-###-#### 

  Email: *************************

  
  

• Initial Complaint

  09/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In February 2022, I purchased both home and auto insurance through Grange, paying $1,067.39 for auto insurance and $984 for home insurance in advance before the start date. Throughout the entire policy period, I did not file a single claim with the company.

  When my policies reached their expiration date, Grange failed to notify me that my coverage was about to lapse. As a result, I was unknowingly uninsured for both my home and car for nearly a month. I had to seek insurance coverage from another provider due to this lack of communication.

  Over the past two months, I have been contacted by a collection agency demanding payment of $137. When I reached out to Grange for clarification, I was informed by ****** from their billing and collection department that they had extended my home insurance policy by one month after the expiration date without my consent or any prior notification. She stated this was their policy, allowing extra time for payment, but this extension was neither requested nor authorized by me.

  Moreover, when I requested that this charge be removed, I was told I would need to provide the exact dates of my new policies from the different insurance provider I switched to. This additional demand is not only unnecessary but also extremely frustrating given the poor communication and lack of transparency I’ve experienced with Grange.

  I should not be held accountable for an extra month of coverage that I was never informed about and did not request. The fact that I never received any reminders about the impending expiration, nor did I consent to the extension, highlights the company's failure to communicate effectively. Other insurance providers typically send reminders via phone, email, or text—yet Grange failed to do so.

   

  

  Business response

  09/27/2024

  Similar to most carriers, our company issues policies on a continuous renewal basis. In other words, policies will automatically renew to ensure that the insured does not experience a gap in coverage and does not have to contact us at each renewal to continue the policy. The insured may cancel a policy at any time per their request. However, in order to cancel a policy, the insured must submit a cancellation request in writing to ensure that the policy is cancelled on the correct desired effective date. Additionally, if a policy cancellation is requested over 30 days in the past, we require appropriate documentation such as proof of coverage with another carrier. This is also a fairly common practice within the insurance industry.
  
  Our records show that Mr. ************* renewal packet effective 03/17/2024 was sent on 02/16/2024 and the corresponding invoice was sent 02/26/2024. As the payment was not received prior to the due date, the policy was cancelled for non-payment of premium and an earned premium balance was owed for coverage provided up to that date.
  
  If Mr. *********** can provide proof of replacement coverage and a signed/written request to cancel the policy, the date of cancellation can be adjusted back to the effective date of the replacement policy.
  

  Thank you,

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

  Customer response

  10/03/2024

  I would like to clarify a few points regarding the situation.
  

  First, I did not request any extension for this policy, and at no point was I notified via mail, text, or email about the impending expiration of my policy. This lack of communication is what led to this issue in the first place, and I find it unacceptable that no efforts were made to inform me of the situation.
  

  Furthermore, this policy was an additional insurance I took out to cover my home. However, I was later informed that my home is already insured under the mortgage, making this extra policy unnecessary. Given that I have not submitted any claims or received any services from your company, I believe it would be in everyone's best interest to cancel this policy and stop any further payments.
  

  I also want to reiterate that I should not be held responsible for a lack of communication from your side. I have several other insurance policies with different companies, and they consistently provide clear and timely communication. I would appreciate the same level of service from your company.

  Please proceed with canceling the policy and adjusting any outstanding charges accordingly.

  In addition to the communication issues, I forgot to mention that your company had my birthday recorded incorrectly, which caused me to go through several loops of communication to get this error fixed. This happened just last week, and for a policy that lapsed two years ago, it further highlights the ongoing communication challenges with your service.
  
  Regards,
  
  ****** ***********

• Initial Complaint

  09/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I switched bank accounts with payroll at my job and put a digit wrong on my form which caused my check to be delayed. I called Grange and informed them. **** said I have until Sept.4th, 2024 to pay the bill before it cancels. I didn't think when she gave me the amount of 237.00 when my monthly bill was 163 plus the late fee of 40.00. I paid 237 on 8/26/24 using my debit card once my check was returned and deposited. I called Grange on 9/11/24 to see how much the bill was going to increase for the new year. I didn't know from 08/26/24 until present my policy was canceled due to non-payment. I have the receipt of the payment, and bank statement and I called the bank and they also called the bank to confirm. When speaking to **** and the message she left she gave me the dates and the amount that had to be paid because I was late I understand that late payment. Grange canceled my policy after I gave them the amount that I was given. **** said due to my policy being in the canceling stage she was given the wrong quote I was short 158.00 I should have paid 395 or 389 premium amount when I paid before the cancellation date of the 4th of Sept. 24. I was never given information that me and my mom were riding around with no insurance, I want this handle or I want to take Grange to court.

  

  Business response

  09/18/2024

  The customer and the agency has resolved this issue.  The agency explained to the insured and the insured has now paid the policy in full and it is in good standing. 

   **** ******** 9-18-2024

• Initial Complaint

  08/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ended my contract with Grange Insurance and they failed to give me my pro rated amount from the days that were left.

  

  Business response

  08/27/2024

  ***********
  ****** *****
  
  This policy was cancelled per the insured’s request on August 7, 2024, with the same effective date. If the cancellation date should be different, Ms. ***** would need to reach out to the agency with which she had the contract. A small refund was processed on August 23, 2024 and mailed to the insured on August 27, 2024.

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

  AR Operations Lead

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

  Customer response

  09/04/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 
  
  Regards,
  
  ****** *****

• Initial Complaint

  07/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We chose not to renew our auto insurance policy with Grange, in December 2023. I communicated this with our agent. In January 2024, we received a bill from Grange stating they provided auto insurance coverage until 1/13/24 and that we owed them over $100 for this coverage. This led to us being turned into collections for coverage that should have never been provided. Now, our renters policy that was paid in full, was due to expire on 6/12/24. I contacted the agent on 5/22/24 and requested to cancel this policy effective immediately. He stated he would take care of it. Today, 7/13/24, I received a bill from Grange stating our cancellation date was 6/13/24 and that we owe them money for one day of coverage. This is NOT true. Cancellation date should have been 5/22/24 with no money owed. I have NEVER seen an insurance company continue to provide coverage after the policy expiration date!!! If renewal is not paid for, prior to expiration date, coverage is supposed to STOP. The renewal notices received leading up to the expiration date stated that coverage would stop as well, but apparently Grange likes to lie to its customers.

  

  Business response

  07/22/2024

  *********************
  Thank you for allowing Grange Insurance Company the opportunity to respond to Mrs. ******** inquiry.

  
  ***** from the agency, ******** ********* ********* said they were not contacted about cancellation of the auto in December of 2023 or the renter’s policy ** ******* on 5/22/2024.

  
  We adjusted the cancellation date on ** ******* *o the expiration date of 06/12/2024 and waived the late fee and service charge. The policyholder will receive a new cancellation notice for ** ******* in the mail.

  
  If you have further concerns or questions, please contact me.

  
  Sincerely,
  *** *******
  Sales Operations Manager
  Phone: ###-###-####
  Email: ****************************
  

  Customer response

  07/23/2024

  I accept the business's response to resolve this complaint.

  I would like to add that our agent was ***** *******, not ***** with *** in Dayton. ***** is who I spoke with on 5/22/2024 and requested he cancel the renters policy effective immediately. He even confirmed the termination date as 5/22/2024, before we hung up the phone. I then followed up with the *** office in Dayton when I was still receiving emails from Grange alerting me that my active policy was going to lapse on 6/12/2024. I wanted to make sure it got cancelled with that 5/22/2024 date. The woman I spoke with advised it would be cancelled accordingly, that it just takes time to process. 
  

  I would also like to make it clear that my complaint is NOT against ***** ******* or the staff at *** in Dayton. This complaint was directed at GRANGE, for having terrible business practice, compared to my past experience with other insurance companies. No other insurance company that I have EVER worked with would continue to provide coverage after the end of a policy period and then proceed to bill for that. If anything, that business practice needs to be looked at and changed. If a customer doesn’t pay to renew by the end date of the policy, coverage should STOP. 
  

  Thank you for your response and assistance with this matter. 
  
  Regards,
  
  ********** ******

• Initial Complaint

  06/25/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  April of 2024 I scheduled an appointment with my auto and homeowners agent to review policies. Items that were discussed were (1) son leaving my auto policy and going on his own policy when it was due for renewal(June 20th 2024). (2) Also discussed was increasing deductible for auto policy from $500 to $1000 and $1000 to $5000 on Homeowners policy (upon renewal June 30th, 2024). In May 2024 my son purchased a new vehicle was we called to learn the agent had removed him from the policy in April 2024. He was quickly put back onto the policy however for three weeks he had NO insurance on the new vehicle. On May 18th 2024 we had a large hail storm that damaged my homes roof. Upon contacting the Insurance we learned that the same agent also changed the homeowners deductible in April 2024 and not as requested for when the policy renewed. When I complained to the company. they said there was nothing they could do.This makes no sense as both my auto and homeowners' policies were paid in full at the time of these incident and that no changes were to take effect until RENEWAL.Very poor customer service and total liars.

  

  Business response

  07/01/2024

  June 18th, 2024
  

  Re: Complainant: *******************
  Name of Insurer: Integrity Insurance Company
  File/Case#: ******, 394527
  Policy Number: *******, *******
  NAIC: #*****
  FEIN: 39-0367560

  
  To Whom it May ************************ you for allowing Integrity Insurance Company the opportunity to respond to ************** inquiry.
  Attachments:

  
  Homeowner policy (HM *******) revision with a print date of 04/24/2024 and an effective date of 04/18/2024
  Homeowner policy (HM *******) renewal with a print date of 5/11/2024
  Agency notes outlining their communications with ************

  
  The policyholder should have received the homeowner revision and renewal in the mail which reflect the change in deductible before they turned in a hail damage claim on 06/12/2024.

  
  If you have further questions, please contact me.

  
  Sincerely,
  *********************
  Sales Operations Manager
  Phone: ******************
  Email: ***********************************

• Initial Complaint

  06/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We are first time homeowners and have had Grange since day 1. This last Aug we had a very bad hail, wind storm and massive flooding. I only got hail damage to roof and some on siding. I called everyone and everyone was booked out mainly because of the floods. A few companies said you got a year Id wait til weather breaks and everyone can get caught up and then reach us. Thats exactly what I did. Called them told her exactly what happened and when it did, she wasted my time by coming out and then AFTER they see the damage they say oh its all just hail damage and your policy only is for 6 months for hail. Ive never seen this in my paperwork but anyhow I am like whatever ok. Come yesterday I get mail they are dropping me because of my hail damaged roof! That I was late 30 days by reporting! Maybe these companies need to explain things better to new home owners because I wasnt told anything about 6 months and I dont see it in my paperwork and sometimes its about just helping someone and not being all about the money! Now if I cant fix my roof myself Im screwed! I dont have that kind of money! Insurance guy said I have to fix it nobody will take me ?? I busted my (*rejected*) to get this house

  Customer response

  06/12/2024

  I would like them to not cancel my insurance. I was fine with not getting roof and siding replaced. But not being dropped just because I filed 1 claim. 

  Customer response

  06/13/2024

  I was NEVER given my own copy of the insurance policy. All I have is quotes and when I go on site I have access to anything with time frames or anything of that sort! I have just put in almost $20k with of upgrades/updates to my home via local grants. Had I knows this was going to happen I would of asked for a roof! My roof isnt even bad this is 100% a scam! My roof is old and that is it. No leaks nothing. They dont give a c*** about their customers. I worked my **** off for years to get this house. Its all about the money, why cant you people do the right thing for once!?

  

  Business response

  06/13/2024

  June 13, 2024
  

  Better Business Bureau
  Attn: ***************************************
  ************************************************************************

  
  Re: Complainant: ***********************
  Name of Insurer: Grange Indemnity Insurance Company
  File/Case#: 21837599
  Policy Number: HM *******
  NAIC: 10322

  
  Dear ***************************************,

  
  Thank you for allowing Grange Indemnity Insurance Company the opportunity to respond to Ms. ******* inquiry.
  Ms. ******* homeowners insurance policy, HM ******* was written with an original effective date of 07/26/2022.
  The policy most recently renewed effective 07/26/2023.

  
  On 03/28/2024, the insured reported a claim for hail damage to our ****************** It was determined that the date
  of loss was 08/12/2023. As outlined in the policy conditions, A claim for loss resulting from the peril of windstorm or
  hail must be reported to us or our agent within 6 months of the loss event. As the damage was not reported within 6
  months, the claim was closed without payment. Copies of the applicable policy language and closed without payment
  letter from our ***************** are enclosed.

  
  While we understand that local contractors are often booked after a catastrophic event occurs, this condition in the
  policy exists to encourage insureds to report any damage as soon as possible. This increases the likelihood of the repair
  process being completed in a timely manner, preventing further damage to the property.

  
  To maintain eligibility, we do require any existing damage to be repaired. Since the repairs have not been made to date,
  the policy has been set up for non-renewal effective 07/26/2023. If **************** submits documentation of repairs to
  her agent representative prior to the policy expiration date, the non-renewal can be re-evaluated.

  
  Should you have additional questions, please do not hesitate to contact me.

  
  Sincerely,
  
  *******************************
  Senior Compliance Analyst
  ***********************************
  ****************************************** ****************************-1218
  ************** grangeinsurance.com
  Cc: ****** Insurance Agency 3402458

  Customer response

  06/24/2024

  They never sent me ANYTHING about my insurance other than my quote. They sent it to USDA so I had zero knowledge of any dates! Who in their right mind would not report it in time had they known? Now I'm in a really really bad predicament because I cannot afford a new roof on my own, I have absolutely no way of g4tting it done! They sent me nothing and online does not show ANY DATES of my policy

  Customer response

  06/24/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21837599
  
  I am rejecting this response because: they never sent me my policy information, they sent it only to USDA. I had no knowledge of dates. I absolutely would have called them had I known. I didn't even know I could call Grange and get estimate later on until they came out. Now I might lose my home because of this! I busted my **** to get my life together to get this home for my family. They have to know I would of done it soonerhad I known. I am a first time home owner, I dont know what I am doing. And nobody told me. Grange insurance should have sent ME a copy of my policy information with dates and info, not just USDA. I am the one that needs this information. Grange should be taking care 0f this damage!
  
  Regards,
  
  ***********************

  Customer response

  06/24/2024

  There is nothing now and there was nothing before when I looked months ago about dates! It says click documents and I did before I even got canceled and there was never never nothing there for me to know anything! This is exactly why they never sent me anything I will fight tooth and nail to save my kids forever home! This is not right! I am the one that has insurance through grange I should have gotten my policy information too! I need a lawyer because this is not right

  Customer response

  06/24/2024

  There is nothing now and there was nothing before when I looked months ago about dates! It says click documents and I did before I even got canceled and there was never never nothing there for me to know anything! This is exactly why they never sent me anything I will fight tooth and nail to save my kids forever home! This is not right! I am the one that has insurance through grange I should have gotten my policy information too! I need a lawyer because this is not right

  Customer response

  06/28/2024

  I was NEVER given anything with dates! How am I supposed to know cut off dates if I dont have them?

• Initial Complaint

  06/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  WE have damage to our breaker box where wires have been burned you could even smell the burn at the time that was caused by a power surge is what was explained to us by two different electricians, it was bad weather and out of nowhere we heard a loud boom, I called my husband to come home. when he arrived, he asked did I turn off the power and I said no so he then went and checked the panel and found that something had triggered the breakers.

  We soon contacted our insurance provider. We were PUT UP INTO A HOTEL AND told to get a quote which we did only to be told by ***** that what the company had written up was opinionated that they were taking what the company they had sent out words as facts. Keep in mind we had two quotes done that we had to pay for out of pocket. The person they sent out told me that we had damage and showed me the damage he said that he could even smell it. He also stated that we could possibly have damage to our hot water tank and air conditioner unit because of the wires that was burnt. I asked him how we would know because we have no power and he said that he would include it in the write up. i ASKED him could i have a copy of his findings and he said that he could not provide me with a copy but there was no way that the insurance company could squirm their way up out of this one.

  WE later found out that the insurance company say he told them something different We have no power in half of our home which leaves us with no air conditioner or use of power in other areas such as our laundry room. My husband is under treatment of Prostate Cancer who deals with shortness of breath and also severe hot flashes. I also have two kids that has asthma along with myself who is in remission of breast cancer that has breathing problems.

  Customer response

  06/12/2024

  From: '*****************' via Dispute Resolution - Shared Inbox <********************************************************>
  Date: Tue, Jun 11, 2024 at 12:21 PM
  Subject: Complaint number 21822983
  To: <********************************************************>
  
  
  
  Sent from my iPhone

  

  Business response

  06/12/2024

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

  Thank you for allowing Grange Mutual Casualty Company the opportunity to respond to the complaint filed by Ms.  ********* ****. Grange reviewed the claim made for a lightning strike a* *** ***** *** ****** ******* **  *****. Grange sent an expert, known as ***********, out to evaluate the damages claimed, and it was  determined that the property had a failed Electrical Service Panel.  

  The on-site investigation revealed the Electrical Service Panel's bus bar and multiple circuit breakers had visible  signs of melting and resistive heating. More specifically, there was a loose connection on one of the circuit  breakers that resulted in resistive heating on the bus bar and the melting of the breakers. Once there becomes a  loose connection, a lot of heat is created as a result. This heat rises and results in failure of the Electrical Service  Panel over time.  

  The Electrical Service Panel has not failed due to a one time high voltage surge, lightning, or similar event, but  as a result of wear and tear over time. Wear and tear is an exclusion under the policy. The hotel stay was paid for  during the investigation of the claim. Ms. and Mr. **** were notified of the findings and why coverage wasn't  extended, both verbally and in writing.  

  Please feel free to call me with any questions at the number listed below. 

  Sincerely, 

  Tracy Gulker 

  Claims Manager 

  Phone: ###-###-#### 

  Fax: ###-###-#### 

  Email: ***************************

  
  

  Customer response

  06/23/2024

  We do not agree with the Grange decision. I understand that they sent someone to look at the damages that were caused. The person they sent from Strike check told me that it was caused by a power serge and that there was no way that the insurance company could squirm their way out of being responsible for the damages. The other two licensed companies that we paid to come out both agree that it was a power surge. We have two companies that agree verses the one company Grange sent out.

  Please consider the documents that we provided to you guys

  Customer response

  06/27/2024

  We do not agree with the Grange decision. I understand that they sent someone to look at the damages that were caused. The person they sent from Strike check told me that it was caused by a power serge and that there was no way that the insurance company could squirm their way out of being responsible for the damages. The other two licensed companies that we paid to come out both agree that it was a power surge. We have two companies that agree verses the one company Grange sent out.
  
  Please consider the documents that we provided to you guys

• Initial Complaint

  05/27/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I had paid out of my escrow account $1,556 4/24/2023. I took a look at the prior year for what was paid on home insurance. It was around $900 range. Not sure why it inflated so much but my escrow account counted for a lower number and my account was over drawn. This made my mortgage payment go higher than it's suppose to be. So I canceled it and went with another insurance that charged around $400+ less. Putting me back in the positive. The mortgage company told me to send the money back to keep the payment from going even higher. Getting my money back is where my problem begins. I canceled it 4/24 or 4/25. The check didn't get cut till 5/08/2024. It's 5/27/2024 and I still haven't received it. I'm being told the hold up is policy and they do not put tracking on the checks that they mail. I was told to wait 3 weeks till they can cut another one and hopefully I can receive it. This is my first year on being in this house. This check is more than the principal paid on this house. Therefore my house on my credit report cost more than it did when I bought it. The mortgage company is going to reassess my mortgage soon and increase my monthly payment because I haven't given them this money back. I'm on a fixed income and can barely afford a increase. But due to their policy they cannot get me my money back nor can they tell me where my check is. I need my money back like last month.

  

  Business response

  05/29/2024

  The original refund that was mailed on 5-9-2024 is still outstanding, I have requested a stop payment on 5-28-2024, the new check will be issued and sent to the address in ******* that was provided by Mr. ******. I will request the check to be mailed overnight with tracking. 

  Customer response

  05/29/2024

  I accept the business's response to resolve this complaint.

  Thank you very much.
  
  Regards,
  
  **** ******

*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. ↩