ComplaintsforTexas Farm Bureau Mutual Insurance Company

• Initial Complaint

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In August 30th, I was park in *** Thumb supermarket parking lot in ********, when a Lady with a Cadilac SUV hit my car ******** ******) when trying to park next to me. We exchanged information and continue our business. I file a claim the same day and I was provided with a claim number, and they informed me that the appraiser will contact me by Wednesday September 4th because of the holiday. A week pass and nobody contacted me, so I called the insurance, and they gave me Mr. **** ******* contact number. I called him on September 9th, he sent a text message and an email requesting photos of my vehicle 4 corners, license plate, VIN #, mileage, 4-5 pictures of the damage area and my email address to send me the estimate when it was complete. I sent all the information the same day via text message and email. I did not receive the estimate, so I called him again on Thursday October 3rd, he checks the claim number and told me that he had not finish it yet, that he will send it the next day, that is October 4th. It did not happen. My car was damage for one of their insureds more than a month ago and I do not have neither and estimated nor the money to fix my car. This is ridiculous and unacceptable. My car has a dent and scratch paint because one of your clients damage it and it seems to me that the Texas Farm Bureau Insurance Company do not want to pay for the damage of my vehicle. I demand my vehicle be repair as soon as possible.

  

  Business response

  10/16/2024

  Good morning,

  Our Company's response letter to the above-referenced Case ID number is attached. Please let us know if we can be of further assistance. 

   

  Thank you

  ***** ******

  Customer response

  10/16/2024

  Complaint: 22404756
  
  I am rejecting this response because: I have been waiting for 1 moth and half for the conclusion of this matter. The insurance company has all the information related to the accident including pictures that prove thar their insurer hit my car. I never received a phone call informing me what was going on, on the contrary, Mr. ******* was telling me that he would give me an estimated soon. I think I deserved more respect and not be treated like an idiot. They have the accident pictures since September 15th, so I need my car fixed as soon as possible
  Regards,
  
  Ilionea Handy

  

  Business response

  11/12/2024

  Good morning,

  Our Company's response letter to the above-referenced Case ID number is attached. Please let us know if we may be of assistance. 

   

  Thank you,

  ***** ******

  Customer response

  11/12/2024

  Complaint: 22404756
  
  I am rejecting this response because:

  The estimated damage to my vehicle plus a rental car is approximately $4.064,72. I also incurred legal fees trying to prove to you that your insurer lied to you and getting the store video clip that I sent to you

  
  
  Regards,
  
  Ilionea Handy

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 10th, we experienced a fuel contamination loss, which we initially attempted to handle ourselves to avoid filing a claim. Unfortunately, we had a miscommunication with the repair shop regarding the cost of repairs. To my surprise, I received a $13,000 invoice, prompting me to submit a claim on July 11th. I complied with the requests from ****** ***** and provided all necessary information and access to the vehicle. However, I was taken aback by ***** ******** lack of concern or empathy. Instead of listening to my issue, he immediately tried to deny my claim during our initial conversation. I had three conversations with *****: the initial contact on July 11th, a second conversation on July 30th that I initiated to learn that the fuel sample he collected on July 12, was not shipped out for testing until July 25, indicating a lack of concern for my claim. The last conversation was on August 8th when he called to deny my claim. There was a call I initiated on July 26th in which I left a message and ***** never returned the call. I dont feel that my claim was handled in good faith and with fair dealings. No consideration was given towards the loss. There was no denial made on the basis that there was no fuel contamination loss. Just a denial based on an inspection before repairs and not considering the facts is unreasonable.I'm disappointed in how this claim was managed and the lack of concern for my loss. All that ***** accomplished for me was to delay the process and cause me more inconvenience with a vehicle being held by the dealer and a son driving my personal vehicle. The outcome is unacceptable, and it reveals to me that I place my trust and have been recommending the wrong insurance company. Your adjuster has put Farm Bureaus interest ahead of mine. If reconsideration and payment for my loss is not possible, I will certainly be happy paying lower premiums and can expect to be treated unfairly elsewhere.

  

  Business response

  09/16/2024

  Good morning,

  Our Company's response letter to the above-referenced Case ID Number is attached. Please let us know if we may be of further assistance. 

   

  Thank you,

  ***** ******

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or about May, 28, 2024 hurricane-force winds, hail and heavy rain destroyed our boathouse. We are being told that our homeowners insurance did not cover the boathouse. Our Agent came out and took pictures of our exterior including the boathouse. We have a $55,000 other structures under Section 1 Dwelling Structures. Our Agent was fully aware that we had a boathouse. He's been to our house on several occasions. We were told to file an E&O claim. ***************************** the Claims Representative interviewed myself and my husband via phone. She also interviewed the Agent but will not disclose what was he said. We need this issue to be resolved as quickly as possible. Because now we're being told that Texas Farm Bureau won't even allow us to add coverage to the boathouse until it's been restored to it's original condition. How can we do that without getting the $55,000 that is due us?

  

  Business response

  07/24/2024

  Please see our company's response letters.

  Thank you,

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

  Customer response

  07/24/2024

  Complaint: 21983367
  
  I am rejecting this response because:  What is the $55,000 additional structure for?  We don't have any other structures on our property. 
  
  Regards,
  
  ***********************

  

  Business response

  08/02/2024

  Good afternoon,

  Our Company's follow up response letter to the above-referenced Case ID Number is attached, along with additional documents.  Please let us know if we may be of further assistance. 

   

  Thank you,

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

  Customer response

  08/03/2024

  Complaint: 21983367
  
  I am rejecting this response because the text that Agent *************************** replied to on Monday, June 3rd clearly states that he was fully aware that we were covered for our boathouse.  
  
  Regards,
  
  ***********************

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The insurance company provided a quote for home owners insurance. When I signed the policy, the agent did not inform me of changes to the deductible nor did she provide a copy of the policy. It was signed in good faith that the policy matched the quote. At the time of filing a claim for hail damage, the differences in the policy came to light. The agent and her supervisor provided zero assistance, they cast blame on the adjuster which had no bearing on the policy. Additionally, the insurance company did not honor the policy to match the actual cash value at the time of the damage. They based the deductible on an appraised value for construction that had not begun on the home. This is dishonest and designed to prevent the insurance company from paying claims.

  

  Business response

  07/22/2024

  Please see our company's response letter.

  Thank you,

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

• Initial Complaint

  07/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On June 9th the car insured by this company rear-ended me on a side road leading into the feeder of an interstate the person driving the car admits fault but this company Texas Farm Bureau has been delaying taking care of this today is Wednesday the 3rd of July they've been ghosting me all week and on will talk to me and Sunday will be a month I was in a helicopter accident when I was in the army and so I am already in a position we're getting hurt aggravates an old injury I can't sleep I can't get comfortable and they are unwilling to address this in a timely manner right now they are bickering and I'm quoting the email from the adjuster with the insurance company that the driver had over who was going to pay for this I understand that the job of an insurance company is to mitigate risk and to avoid cost but the very least these guys could do is communicate I understand it's no fun talking to someone every other day to tell them I still have nothing to tell you because we can't straighten things out with the other company but both of these companies are on the fault side of this accident and I didn't ask for this accident I get to think about this all day long and all night long because I can't sleep I can't get comfortable and if they think it's annoying talking to someone every other day to say hey I still don't have an answer they don't understand what it is to be where I'm at I think about them constantly every time I wake up because I have moved and I'm in pain I think about them this is ridiculous the adjuster should answer his phone and say we have nothing to tell you and then move on but to ghost me and to ghost the person that they're supposed to be taking care of because they have nothing new to say that's unprofessional it's unreasonable I just want them to be responsive and to be an open communication the adjuster's name is *******************************, Claims Representative T ************ M ************ ************************* TFB Claim 15504528-02

  

  Business response

  07/15/2024

  Good afternoon,

  Our Companys response letter to the above-referenced Case ID Number is attached. Please let us know if we may be of further assistance. 

  Thank you,

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

  Customer response

  07/15/2024

  Complaint: 21938463
  
  I am rejecting this response because:

  
  July 15, 2024
  
  Better Business Bureau
  ********************************************************************************
  
  RE: Complaint ID: ********
  Subject(s): ***************************
  Company: Texas Farm Bureau Underwriters
  Policy Number: 23398572
  Claim Number: 155045
  Insured: *****************************
  
  To Whom It May ***************** appreciate Texas Farm Bureau Underwriters' response to my complaint. However, I must express my dissatisfaction with the handling of my claim and the significant delays that have caused me undue suffering and financial loss.
  
  Summary of the Incident and Delays:
  
  On June 9, 2024, I was rear-ended by a vehicle insured by Texas Farm Bureau Underwriters. Despite the driver admitting fault, I experienced considerable delays in communication and resolution. It was only on July 4th, nearly a month after the incident, that I was informed about the agreement with Travelers. This delay has caused me immense physical pain, mental distress, and financial hardship.
  
  Impact on My Health and Financial Situation:
  
  I am a veteran who sustained injuries from a helicopter crash during my military service. The recent accident has exacerbated my existing injuries, resulting in severe pain, sleepless nights, and a significant impact on my ability to work. I have been unable to afford necessary medical treatments out-of-pocket due to the delays, which has prolonged my suffering.
  
  Professional and Financial Losses:
  
  I had freelance work lined up to design a hydraulic propulsion system, which was disrupted due to my injuries. Since the accident, I have lost work and face the possibility of refunding money for initial setup work. Additionally, I have incurred therapy expenses and foresee significant future costs for continued treatment.
  
  The adjuster, **************************, provided inadequate communication and prolonged the process unnecessarily. Statements like needing to exchange policies between insurance companies should not take a month, especially when I am in constant pain and unable to seek treatment due to financial constraints.
  
  Request for Fair Settlement:
  
  Given the circumstances and the documented impact on my health, work, and finances, I believe a fair settlement amount should consider my ongoing pain, medical expenses, lost wages, and emotional distress.
  
  Documentation:
  
  I have kept detailed records of all expenses, treatments, contract work payments, and communications, which I am willing to provide if necessary.
  
  Conclusion:
  
  I urge Texas Farm Bureau to reconsider their position on systemic delays when faced with 'at fault' monetary losses and provide a fair and just settlement promptly. The delays and lack of communication have exacerbated my suffering, and I am simply seeking a resolution that reflects the true impact of this incident on my life.
  
  I strongly request that TFB commit to handling future incidents more resolutely and responsively. It is inhumane to leverage the pain and suffering of affected individuals to minimize recovery costs. As a veteran, I volunteered to serve my country and was injured in the line of duty. I did not volunteer to be rear-ended by your client and then subjected to this prolonged and distressing process.
  
  Thank you for your attention to this matter. I hope we can reach a fair resolution soon.
  
  Best regards,
  
  ***************************
  *****************
  ********************
  Phone: ***************
  Email: ****************************************
  
  

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There was a storm with hail on Feb. 11, 2024. We filed a claim no. ****** with H333138**383132323831H Farm Bureau on Feb 19, 2024. The adjuster from H333138**383132323831H Farm Bureau said the roof needed to be replaced in front of me and *********************************, senior sales representative, of Stonewater Roofing H383538333133**3538H in *****, **. Later when the adjuster looked at our policy, he denied the claim saying our policy states that we have impact resistant shingles. The roof was installed by the previous owner before we purchased the house. We closed on the property May 26, 2014. We had no contact with the roof H32303235**303035**32H.The "Roofing installation Information and Certification for Reduction in Insurance Premiums" was signed by ********************* of ********** ********** and our agent *****************************. No box is checked for class 1, 2, 3, or 4 shingles. The shingles used were GAF Timeberline HD which are not class 4 impact resistent shingles according to the ********************************* had us sign Endorsement No. HO-145 "Exclusion of Cosmetic Damage to Roof Coverings caused by Hail" on June 16, 2015. Our policy coverage began May 26, 2015. Since the shingles are not impact resistent. HO-145 should have nver been attached to the policy. I don&#**;t know how they came up with that rating and exclusion unless it was a ploy to get our business. Worst case it is deceptive practice used to deny claims or even fraud. The H32303235**303035**32H says we got a reduction in our premiums for 9 years but that is theirs to absorb since it was incorrect in the first place.

  

  Business response

  04/01/2024

  Good morning,

  Please see attached response.

  Thank you,

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

• Initial Complaint

  03/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am writing on behalf of my 86 year old mother (I am her ***** of ********* and her inability to get any recourse from Texas Farm Bureau of **********, ** (Located in ******, **). My step dad is 90 and is included in this. Specifically they have paid their fees, gone into the offices several times, and still their insurance has been cancelled AND they were recently billed for about $1,800. They are unable to get any information from Texas Farm Bureau at ************ at *********************************************************.

  Customer response

  03/19/2024

  Better Business Bureau:
  

  It turns out this was a massive communication error on our part.  

  
  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

  03/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I want to be refunded $25 for a completed safety driving course for a discount on my insurance. Took course then told my insurance, they no longer give that discount.

  

  Business response

  03/25/2024

  Good morning,

  Please see attached response letter. Please let me know if we may be of further assistance. 

  Thank you,

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

  Customer response

  03/25/2024

  Complaint: 21445099

  I am rejecting this response because:i

  It is understood the discount can no longer be given, the problem was I wanted to be refunded. What I ask in return was to be refunded $25.
  
  Regards,
  
  *****************************

  

  Business response

  04/01/2024

  Good morning,

  Please see our attached response letter.

  Thank you,

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

  Customer response

  04/01/2024

  Complaint: 21445099
  
  I am rejecting this response because:
  
  Regards,
  
  *****************************

• Initial Complaint

  01/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have had FB insurance for over 10 years. I have never been late with monthly payments and have paid early many times. I recently spoke with someone at FB about trying to reduce payment amount. They suggested paperless and doing auto pay so I thought they set this up for me. Well received email of payment due date but payment wasn't auto paid and once I realized that I made payments. Then I recieve notice of cancelation plus $10 late fee on both auto and home. If that's how you do business that's not acceptable. Very disappointing. I will be looking for another provider.

  

  Business response

  01/24/2024

  Good morning,

  Please see attached response letter.

  Thank you,

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

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Company error has cause my policies to collapse after being a customer for over 20 years . Deceptive practices requested phone records for the last 6 months I was j form that the problem would be corrected it was not the truth just received after receiving a letter no call or prior notice even calling the customer service department I was inform my policies are active nothing wrong bank draft is correct . All lie monies had been taking out failed system and they tried to put the blame on me I dont work for them

  Customer response

  12/12/2023

  Ms. *********************** one proof of error of ******************* for September Month they process I believe two payments may have been Sept & October .
  I cannot stress this to much.
  
  
  
  Begin forwarded message:
  
  
  From: **********************
  Date: September 18, 2023 at 12:29:12?PM CDT
  To: *****************
  Subject: Texas Farm Bureau  *************************** Life Insurance Payment
  
  
  ?Hello ***************,
  
  Please see the *** banks NSF return fees totally  $76.27 they process twice Bank Manager stated.
  
  
  

  Customer response

  12/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me.  I would like reimbursement of bank fees charge on my account because they withdrew on a date I didnt authorize in November 2023
  
  Regards,
  
  ***************************

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