ComplaintsforGrange Enterprise Companies, including Grange and Integrity Insurance

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Grange Auto insurance canceled my policy even when they didn't take the proper payment that was on auto pay. I thought I was saving money by switching insurance companies so on October 13th 2023 I did. Grange never took the first payment that was readily in an account on auto pay. My vehicle was considered a total loss on October 28th 2023 due to being hit by a drunk driver that could have killed me and my daughter. When I asked all the representatives that I thought were in the same circle dealing with my claim about paying the first payment and no longer having a car to insure, I was told that I could make the first payment. However that never translated to the billing department. I received a bill for double the amount of my initial insurance payment and questioned how I'm going to pay double the amount when I only had my car under grange insurance for 2 weeks before it was totaled and uninsurable. Never received an answer. Grange then goes and charges my card on auto pay in November for that double payment on the 14th and 15th to no avail because I only had the first payment that I was told to pay on my card. I finally talked to someone in the billing department and she said "she doesn't know why the payment wasn't taken in October" but my policy was cancelled because I didn't make the full payment. And again I don't have a car to insure because it's totalled. I also didn't want to keep said policy after my claim was done because of all the work I as a customer had to do as far as trying to get every bit of information that I needed as far as my claim went. They tried to talk me out of it saying that my insurance would lapse and I would have to pay a higher amount wherever I went, I was even told that Nationwide whom I left was no longer taking customers even though I got a quote after the fact from Nationwide. The day my policy cancelled was the day I was going to receive compensation for my totalled car.

  

  Business response

  11/22/2023

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

  Ms. *******’ automobile insurance policy, *** ******* was issued with an effective date of 10/13/2023. As Ms. ******* has indicated, she made a downpayment with her agent representative at the time the policy was issued. However, it does not appear that the payment was posted to her account. This in turn, caused the double bill in November and it is unclear why this occurred.

  Our Underwriting department has discussed Ms. *******’ policy with her agent representative and agreed to reinstate the policy. Her agent will work with her to make payment arrangements. Once the policy is reinstated, our Claims department will be able to process her claim.

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

  Sincerely,
  
  ******** *******
  Senior Compliance Analyst
  ###-###-####
  ****************************
  Cc: ******** ********* ******* *******

  Customer response

  11/22/2023

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

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a claim for a roof that is missing shingles and dents on the roof vents and the adjuster ****** ******* went out to view the damage. He came back with a $500 offer to fix the damages. I called 3 roofing companies to do the repairs and they all told me they can not match the shingles to be anywhere close to what it currently is so they all refused to do the work. I emailed ****** and he told me that they are not responsible for it matching. This is ridiculous to me as it should be the same or better then before the storm damage. My family and friends and have over 20 policies with Grange and if this is not fixed the right way, I am going to go with another insurance company.

  

  Business response

  11/06/2023

  
  Dear C********:

  
  Thank you for allowing Grange Insurance Company the opportunity to respond to ***** *******
  inquiry. Grange Insurance Company provides a Dwelling Fire policy for ********** ******

  
  A claim was filed on 8/30/2023 for hail and wind damage resulting from a storm on 8/23/2023.
  This claim was filed under the insured’s Dwelling Fire policy for the properties at **** ********
  **** ********* ** ***** *** **** ********* ***** ********* ** ****** The claim was
  assigned to Senior Field Representative ****** *******, who promptly contacted the insured on
  08/31/2023. Inspection was scheduled and performed on 9/7/2023 at both locations.

  
  Damage was assessed and estimated for, and was communicated verbally and in writing with
  the insured’s son, *****, at the direction of ********** ****** the named insured.

  
  With regard to Frank’s inquiry on matching, the Dwelling Fire policy issued by Grange Insurance
  Company to Giuseppina Cario specifically excludes “mismatch of color between undamaged
  material and new material used to replace faded, weathered or oxidized damaged material; or
  mismatch between undamaged material and new material used to repair or replace damaged
  material due to outdated, obsolete or discontinued products.” As per the policy, nothing
  additional is considered above and beyond the damaged material specifically due to matching.

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

  
  Sincerely,

  
  Ryan George
  Field Property Claims Team Lead
  Phone: (614)593-7131
  Fax: 800-686-0369
  Email: GeorgeR@grangeinsurance.com

• Initial Complaint

  10/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  BBB: A complaint against Grange Insurance Company for insurance I never had. Last Dec. I had to get a new Ins Co. I bought a new car & lost contact with Grange. They never called. When I called I got a recording with no return response. I wrote with no response. The Agent called once last december but had to go because of cops??? Never heard from him again. They never sent a bill or any reference to payment due in June or July. In August I get this letter for conciliation fees on my car which they still had the old car & my house. Didn’t realize I still had insurance with them. Never got a new policy or anything. Another letter about 2 weeks later threating to ruin my credit if I didn’t pay his premium which is in PA. I’ll write PA BBB on that. I am sending you the letter for Col agency. Maybe you can understand them.

  Thank you again * ******

  These came in an envelope from Columbus, Dublin Rd. The agent is from Dublin.

  

  Business response

  11/01/2023

  **************
  Thank you for allowing Grange Mutual Casualty Company the opportunity to respond to Ms. ******** inquiry.

  
  For the auto (*******) and home (*******) policies, I attached the last renewal, invoice, late pay notice, cancellation notice, and earned premium notices.

  
  The agency, ****** ********* *****, said they received a handwritten note to cancel the policy, but it did not have a cancel date. When they called to confirm, the phone number was not working.

  
  If Ms. ****** would like to change (backdate) the cancellation with Grange, please provide the agency or I with proof of new coverage including dates with another carrier.
  If you have further concerns or questions, please contact me.

  
  Sincerely,

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

  Customer response

  11/28/2023

  Received you letter about ID ********. You sent me a copy of policy from Grange which I sent back to them. I did not renew the policy.IO never got any bill or anything for a renewal. I don't think it is any of their business who M insurance for my new car is insured with or anything else they ask for. They have the policy back with none of their questions answered. I think they are frauds or scammers. All they do is ask for more money or they'll (illegible) my credit waiting if I don't pay them. Thank you for all you do.

  * *******

• Initial Complaint

  10/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 08/17/23 My 17-year-old son with a Driver’s license was driving my car and my 15-year-old son was the passenger. It was 8:30 a.m. in the morning. 5 minutes from my home. The auto insurer Grange Integrity client hit my son as he made a left turn onto ******* *****. My 15-year-old son called 911 to report the accident and let them know the driver just hit my brother. The police arrived within 7 minutes. In good faith. Officer ******* of ******* ****** didn't give the at Fault Driver a reckless driving ticket. His main concern was the safety of my kids & getting the accident cleared. The officer provider an accident report. I was able to get the insurance information and it took some time but when I finally made contact. Since August 20th. ***** ****** the claims adjuster on my case. She insists I download the grange app and submit pictures of the damage done by her client. That way she can get the estimate and time frame damages would need completion. She said once pictures are sent. She will send me payment within 48 hours, and I can go to any place I choose to repair the damages to my vehicle. Well, I never heard from her since. I had to keep contacting her over and repeatedly. Then finally I got in contact with her. She states that the client tells a different story, and it wasn't his fault. So that's the reason why she didn't contact me. So, she asks can she speak with my kids. I explain to her my 17-year-old is legally disabled and have autism. and can provide a written statement. In which my son provided that. ***** ****** became very angry and unagreeable, misleading, discriminated, based on color, age, disability, she also was inconsistent with statements made and information given to me, she has been untruthful in this process, after getting pictures of my car she started the avoiding process. She is continuing to mislead me by stating the case is still in investigation. and very rude. It’s now 3 months have not heard from her yet again of completion as another avoidance.

  

  Business response

  10/27/2023

  We are continuing our liability investigation on this claim and we understand the frustration with the delay. Liability is in question. A police report was not completed at the time of the loss, therefore, we have requested the body cam footage of the responding police officer through a Freedom of Information Act request. On October 25, 2023 we received a notice via US Mail that the ******* ****** ****** ******** needed more time to produce the body cam footage and we are awaiting same. We are diligently working to move the claim forward and hope to make a decision once we have all of the information requested. We will continue to keep the claimant updated as we continue our investigation. 

  Customer response

  11/16/2023

  *************** <***************>
  Attachments
  11:39 AM (4 hours ago)
  to info@centralohio.bbb.org
  
  Good morning,
  
  Please carefully review all the documents relating to my case. As I don't agree with the outcome and do have the proof that I was mislead and discriminated against and want justice to be serve and my car to be fixed and repaired as soon as possible. and to reimbursed from car rental and pain and suffering. Thank you.
  
  ******** *****
  ###-###-#### cell
  ###-###-#### work
  
  Insurance Claim 
  ZBA*********1
  
  I am still waiting to speak with Officer ******* and been in touch with administrative Mrs. ****** @ ###-###-#### on why the driver at fault wasn't issue a ticket by the officer & did Grange Insurance Company request Audio Video Camera Footage as they stated & when. for Report number *****

  

  Business response

  11/17/2023

  Dear Ms. **********,  
  
  Thank you for allowing Grange Indemnity Insurance Company the opportunity to respond to Ms. *****’s inquiry. Grange worked diligently since the receipt of the claim to complete the investigation. As mentioned previously, a police report was not made and we had to complete a thorough investigation as to liability. Since our last update, we have completed our liability investigation and have communicated with the Complainant that there were conflicting statements regarding the details of the accident and the written statement provided by the Claimant did not support the points of impact on each vehicle. Despite multiple contact attempts, the officer did not respond to our inquiry.
  
  If you have further questions or if I can provide any additional information regarding this matter, please feel free to contact me at ###-###-####.
  
  Sincerely,
  
  
  Brooke McNeil

• Initial Complaint

  10/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My wife's Ford Escape was hit while parked by a Grange Client. After taking the car for estimates at the body shop, and setting up a rental through **********, I was informed that the car I would be receiving would be an "intermediate" car that would be a Toyota Corolla or something of that nature. I then contacted my adjuster ********* ****** in an attempt to get a vehicle of comparable size. Ms. ****** was very rude and told me that they would only cover "basic" transportation only. I explained to her that this vehicle would not work for us, and why it would not work for us. This fell on deaf ears as she did not care since she was going to nickel and dime us. As the person who was displaced in this situation by Ms. ****** and Grange's client, and seeing the customer service they provide, or lack there of, I feel that they have a duty to do what is right by people that are already displaced by their clients and having to go through the nuisance of having to do 100% of the leg work to fix things. I was not asking for anything other than a comparable rental, and was completely stonewalled by Ms. ******, her supervisor Mr. *****, and their whole team, and they are quick to say no to anything you may ask. Their customer service skills are a zero out of 5 stars.

  

  Business response

  10/27/2023

  To Whom It May Concern:
  Thank you for allowing Grange Indemnity Insurance Company the opportunity to respond to ******* ******
  inquiry. Grange Indemnity Insurance Company provides a Personal Auto policy for ***** ******.
  
  Mr. **** filed this complaint due to Grange declining his request to place him in a comparably sized SUV rental
  vehicle while his vehicle is being repaired.
  Mr. **** advised he needed a vehicle large enough to transport his child who rides in a car seat. The
  intermediate size rental vehicle is a 4-door sedan that is large enough to transport an adult and a child in a car
  seat. The intermediate sedan is a two level upgrade in size above ************ smallest size.
  Please feel free to call me with any questions at the number listed below.
  Sincerely,
  **** *****
  
  Claims Manager
  Phone: ###-###-####
  Fax: ###-###-####
  Email* **************************

  Customer response

  11/13/2023

  *****************
  I would like to reject the resolution because Mr. ***** did not address my complaint. He only spoke about what the rental car was. The matter is now over, my car has been returned to me from the body shop.
  

  
  

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our basement flooded earlier this year and an insurance claim was filed with Grange Insurance. They were provided with an inventory of items that were damaged in the flood and were also provided with pictures of the flood and damage it caused. We were later contacted by ****** ***, who was assigned to handle our claim. Way claims to have asked for additional pictures, but I never received an email from her in the email I had sent her in regards to the claim. I contacted Way earlier today to follow up on the claim and was told that the claim was closed because she was not provided with additional pictures, which we do not have. This is extremely disappointing and the amount of complaints filed to the Better Business Bureau about this company makes me consider having my father change insurance companies. We would like the insurance company to provide us with the money needed to replace damaged items and perform repairs on different areas of our basement that sustained damage from the flood.

  

  Business response

  10/16/2023

  *************
  Thank you for allowing Grange Property & Casualty Insurance Company the opportunity to respond to ******
  ************ inquiry. Grange Property & Casualty Insurance Company provides a Homeowners policy for
  ****** **********. A claim was presented for damage to the dwelling basement and personal property from
  water that backed up through a drain.

  In review of the loss, documentation was provided by the insured to address the loss. An estimate of repair was
  prepared for the documented damage that exceeded the $10,000.00 limit of coverage for this type of loss. A
  payment was issued to ****** ********** for $10,000.00 on October 9, 2023. The limit of coverage for this
  type of loss has been provided and no additional funds can be provided..

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

  
  Sincerely,

  
  ******* *******
  Claims Manager
  Phone: ###-###-####
  Fax: ###-###-####
  Email: ****************************

• Initial Complaint

  09/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Grange Auto insurance is the at fault insurance company for an accident I was involved in. Everything was going smoothly for me except now they are trying to put me in a rental car of a nissan versa which is an economy compact car when I am driving a full size sports sedan (21 BMW m550i xdrive). They are supposed to put me in a similar car (full size sedan). My claims agent will not return my calls and her supervisor will not return my calls to get this corrected. My claims agent just emailed me I can pay the difference of a more expensive rental. Let remind them this is not my fault. I told them I wanted to go to arbitration as well as file a complaint with there complaint department and to send me the details of this information needed. I still have had no response.

  

  Business response

  09/25/2023

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

  Thank you for allowing Trustgard Insurance Company the opportunity to respond to **** *****'s inquiry.
  Trustgard Insurance Company provides a Commercial Auto policy for ********** ******* **********.

  This is in response to Mr. ******* concerns regarding a call back and his rental vehicle.

  Mr. ***** had left voice mails during a period of time in which I was traveling. When I was able to return his call,
  we discussed his rental vehicle. He supplied additional information regarding his needs and a rental that suited
  his needs was provided.

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

  
  Sincerely,
  ******* ******
  Claims Manager
  Phone: ###-###-####
  Fax: ###-###-####
  Email: ********

  Customer response

  09/26/2023

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

  Customer response

  11/06/2023

  $7.50 transaction fee by the way grange reimbursed me. Date of fee 10-31-23. Grange reimbursed me for car rental fees they should have paid, and when they reimbursed me via bank wire I was charged a $7.50 wire fee. Grange is the at fault insurance company and they refuse to pay me the $7.50 fee. I would have never gotten the fee if the accident did not occur which they are the at fault party. Grange needs to reimburse me

• Initial Complaint

  09/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was in an auto accident and have GRANGE auto insurance. Drop the vehicle off to dealership on August 7 dealership submitted videos of the damage totaling $6000. A month later the insurance company sent a appraisal and said they’re **** paying for $860.

  

  Business response

  09/21/2023

  Thank you for allowing Grange Indemnity Insurance Company the opportunity to respond to ****** ******* 's  inquiry. Grange Indemnity Insurance Company provides a Personal Auto policy for ****** *******. ******  ******* feels there has been a delay in the handling of this claim. I have included with the complaint response a copy of the estimate from ********* Auto Body and the estimate completed by the independent appraiser with  ********. 

   

  Timeline of claims handling: 

  Date Event 

  07/13/2023 Date of Loss 

   

  07/13/2023 Loss Reported to Grange 

   

  07/14/2023 First Contact made with Complainant.  

   

  08/11/2023 to 09/19/2023 The accident occurred on July 13th. Our adjuster made, contact with Mr. ****

  ******* on July 14th. The insured Mr. ******* initially took his vehicle to 

  ********* Auto Body for an estimate and photos to be completed. An approved 

  estimate was received and is attached to the complaint for review. Payment 

  was also issued to shop ********* Auto Body for the vehicle repairs. 

   

  08/11/2023 to 09/19/2023 The adjuster received a call from shop ********** Auto Body on August 11th that Mr. ******* had chosen a different shop for repairs. Adjuster emailed to shop the approved estimate completed by ********* Auto Body. The adjuster 

  reached out to shop ********* Auto Body and was told by **** that Mr. ******* was scheduled for August 28th.

   

   

  08/11/2023 to 09/19/2023 Adjuster was notified that Mr. ******* was going to use ********** Auto Body since ********* was scheduling too far out. Grange appraiser noted on August 31st that a very large supplement was received from shop ********** Auto Body and will need to have an independent appraiser set up to complete an in person inspection. The adjuster set up a request for the independent appraiser. 

  I received a call from Mr. ******* on September 1st on the status of the supplement damages being addressed. 

   

  08/11/2023 to 09/19/2023 Adjuster emailed independent appraiser ******** on September 1st on the status of the inspection. ******** responded back via email on September 6th that they were having an issue locating an appraiser due to location of the shop ********** Auto Body but appraiser planned to address in person inspection on September 8th. I emailed ******** on September 11th on status of supplement estimate. 

   

  08/11/2023 to 09/19/2023 ******** was able to upload to Grange supplement paperwork on September 13th. The independent appraiser wrote an estimate below the amount on the estimate from ********* Auto Body. I have also attached the ******** appraisers estimate for review. Mr. ******* has submitted a video from shop ********** Auto Body on the additional damages and I forwarded to ******** on September 18th for review. 

   

  Based on our investigation, we have concluded Grange Insurance is still in the process of addressing supplement  damages submitted by the shop. Our position remains unchanged and has been communicated with all parties. 

   

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

   

  Sincerely, 

  **** ****** 

  
  

  Claims Manager 

  Copy

  
  

  Phone: 800-422-0550 ext. 7581 

  Fax: 866-256-9205 

  Email: summeym@grangeinsurance.com

  
  

  Customer response

  09/21/2023

  my car is not fixed it’s been at dealership since August 7,2023. I been calling twice a week and still nothing 
  

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I’m trying to settle a claim I have a house full of new furniture in a house I just remodeled 3 years ago and they are depreciating everything in my house 10-20 years and everyone that I have spoken with has been unresponsive

  

  Business response

  09/20/2023

  Dear *** ***********
  Thank you for allowing Grange Indemnity Insurance Company the opportunity to respond to
  ***** *******’s inquiry. Grange Indemnity Insurance Company provides a Homeowners policy
  for ***** *******.

  
  Mr. ******* sustained a fire loss at his home located at **** ******** **** ********* **** on
  April 20, 2023. Mr. ******* made a claim under his homeowner policy for the damage to his
  home and personal property. Through the course of the claim Grange Indemnity Insurance
  Company has worked with the contractor that was hired by Mr. ******* to repair his home.
  Grange Indemnity Insurance Company reached an agreed cost and scope of repairs with Mr.
  ********* contractor to return the home to pre-loss condition. After the agreement was
  reached Grange Indemnity Insurance Company issued the actual cash value payment in
  accordance with Mr. ********* policy to Mr. *******. Through the evaluation of the claim, it
  was determined the personal property in the home was not able to be salvaged. The damaged
  content items in the home were inventoried and the age was provided by either Mr. ******* or
  the content inventory specialist to Grange Indemnity Insurance Company. The average age of
  the items in the home was 7.8 years. Afte the valuation was completed the actual cash value
  payment was issued to Mr. ******* based on the terms and conditions of Mr. ********* policy.
  Mr. ******* has been advised if there are any items he disagrees with or needs to be added to
  the inventory to advise Grange Indemnity Insurance Company in writing so the items may be
  reviewed, and any adjustments be made to the valuation. Per Mr. ********* policy he can
  recover the withheld depreciation once the cost has been incurred and documentation has
  been submitted for review.

  
  Thank you for allowing Grange Indemnity Insurance Company to respond to Mr. *******’s
  inquiry. Grange Indemnity Insurance Company believes they have evaluated and issued
  payment to Mr. ******* in accordance with the terms and conditions of the policy in force at
  the time of the loss. Grange Indemnity Insurance Company will review any information Mr.
  ******* submits for review and make any property adjustments if validated. To date, Grange
  Indemnity Insurance Company has not received any documents from Mr. ******* for review
  concerning the inventory or age of the items damaged by the fire that occurred on April 20,
  2023.

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

  
  Sincerely,

  
  ***** ******* ****
  Claims Property Business Manager
  P: ###-###-####
  C: ###-###-####
  Fax – ###-###-####

• Initial Complaint

  08/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up with service with Grange insurance through my agent. From the moment we signed up it was a nightmare. They never sent invoices or made attempt to contact. I can show not only no emails in my email box but none delivered through the email server. They had an option for auto pay that did not work. This caused issues with non payment. Which I have documented how many times I addressed this with them. I eventually left them and heard nothing for over 6 months. Then all of a sudden I have collections. I attempted to call Grange they won't speak to me sent me to the agent. They told the agent they will not help. I called the collections company to dispute since I was never even sent a bill and they sent me to Grange. At this time I want to dispute this and they have created a world where I cannot dispute or even speak to them on the phone. I have attached an email chain with the agent but again Grange will not even speak with me only the agent.

  

  Business response

  08/22/2023

  RE: Complaint ID: ********

  The insured was enrolled in paperless billing whereas an email would be sent to the insured advising that an invoice was able to be viewed on our website. We verified for the last three invoices before the policy cancelled (7/22/22, 8/22/22 and 9/21/22) that we did create and send an email to the insured. We are not showing that the email was undeliverable. The policy was cancelled per insured’s request on 11/2/22 effective 10/28/22. The system generated and mailed three earned premium notices (11/3/22, 11/22/22 and 12/12/22) showing a balance of $797.24 was due for coverage provided up to the cancellation date which also advised if not paid the balance would be submitted to a collection agency. The earned premium was not paid and was submitted to the collection agency.
  

  Customer response

  08/24/2023

  I have proof from the their agent partner as well as my self that no one was at any pointed contacted as shown in the emails I provided.  I attempted to work with their support and was told they will not speak to me and that I must work through the agent that sold it.

  Neither that agent or myself received any communication and according to the agent they are suppose to be made aware of any missed payments.  They also attempted to tell them that no notices were sent of any kind and they gave this same excuse.

  Before we cancelled we informed them (through the agent) that we were not receiving any of their communications via email or via mail.  They cancelled the policy twice for non payment and we continued to tell them we received nothing which they never did anything about.

  I do not believe I can or should be held responsible when we made every effort to work with them and communicate and they will not do so.  In fact, this is the first time I have ever seen a communication from the company.

*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. ↩