ComplaintsforTexas Farm Bureau Mutual Insurance Company

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was involved in an auto accident on 28 June 2023, (claim *********) TX Farm Bureau's insured driver was found to be 100% at fault. My vehicle was brought to auto body repair shop on 30 June 2023. Auto body shop repaired body damage but when it was finished, before even leaving the parking lot, a loud creaking noise was found to be coming from the front passenger side (where the impact occurred), and when driven, the vehicle pulled to the left and the steering wheel started shaking at higher speed. Vehicle did not have these problems prior to the accident. Returned to body shop, but they were unable to find source of these problems. ******** was made aware of this problem and intent to move vehicle via phone. We brought vehicle to a mechanics shop where they found the source of the problems and submitted a supplemental claim. Appraiser did not reply to this until a month later and said that these problems were due to "wear and tear" and said to submit additional proof to show it was due to the accident. Mechanic shop and I both submitted addtl proof via email. I included DVR footage of right before and up to the impact of the crash where you can clearly hear that there is no creaking (or anything abnormal) at that time as well as another video after it was returned to us showing the creaking, pulling and shaking. I reached out to a supervisor who ultimately told me that he would not even consider viewing this and simply said that they would not pay for those repairs even though my videos clearly showed that it began after and as a result of the impact. I am only seeking for the vehicle to be returned to me in the condition it was prior to the impact. The body of the vehicle is now back to where it was, but the mechanical parts (i.e. cause of creaking, pulling and shaking) are damaged and they were not this way prior to the accident. They also took away my rental vehicle prematurely so I have been without any vehicle for almost 2 months now.

  

  Business response

  12/13/2023

  Good morning,

  Please see our attached response letter.

  Thank you,

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

  Customer response

  12/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to **** have also spoken directly with the District Claims Manager who clarified details in the response which did not align with the details that were relayed to me by the repair facility which is working on my vehicle. While this company had been fully responsive and fair throughout the process up until this point, I felt that filing this complaint, in combination with escalating the issue via phone with the company, was the only way to illicit a response (i.e. get an appraiser to physically inspect my vehicle after mechanical damage had been uncovered). It boils down to a difference of opinion, between their appraiser and the repair facility, as to what damages are considered a result of the accident, and I am willing to leave it at that.
  
  Regards,
  
  *********************************

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was in a vehicle accident In which the other driver was at fault on May 05-2023 and the other driver was at fault. I have been waiting for 6 months for the repairs to be done on my vehicle. The insurance company has accepted responsibility but have not contacted me for 4 months now and I have not received any financial compensation for my vehicle. I drive a **** ***** S-10 . I just need my vehicle repaired and the agent will not return my calls.His name is *******************************.

  

  Business response

  12/05/2023

  To whom it may concern,

  
  We received a complaint letter here at Navarro County Farm Bureau, ********* **. The complainant, ***********************, is not insured with our office. This information should be filed on our corporate office in ****, ** located at ****************************** The adjuster that is handling that claim is based out of that location.  Please review and correct complaint as we have no knowledge of this situation or customers situation. Thank you!

  Customer response

  12/05/2023

  Complaint: 20883096
  
  I am rejecting this response because: My vehicle was damaged by *********************** in a red dodge ram truck after he ran a stop sign. I was told by the insurance agent that they accept responsibility for the damage. I have been waiting for 6 months and no response. The case number is ********* and the agent is *******************************. I just want my truck repaired.His number is ************.
  
  Regards,
  
  ***********************

  

  Business response

  12/07/2023

  Good afternoon,

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

  Thank you,

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

  Customer response

  01/03/2024

  Complaint: 20883096
  
  I am rejecting this response because: I have filed a complaint with the BBB just last month about this company and my claim against them and I was told that the case was resolved and therefore closed, but its been resolved since the 12/20/2023 and I still havent received any response nor payment for my property damage claim. I received a letter from the company telling me to have my lawyer contact them after I had already accepted their resolution so Im still waiting for my claim to be completed as they stated they would. They accepted responsibility for the damages and I still havent received any compensation to fix my vehicle.They are continuing to avoid any resolution to this matter and I just want my vehicle fixed.You guys closed the case immediately without following through to see if the company kept its word and it hasnt as of yet. I dont know what else Im supposed to do its been almost 7 months now!.The case number was 20883096.I would appreciate your help. I am a Navy veteran and I dont deserve to be treated this way and I wasnt at fault!
  
  Regards,
  
  ***********************

  

  Business response

  01/09/2024

  Good morning,

  Please see our attached supplemental response letter.

  Thank you,

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

   

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got into an accident on 9/13/23, didnt hear from them until 9/19/23 after calling multiple times and leaving voicemails. They dont ever answer their phones they keep it sent to voicemail. Another week goes by had to leave voicemails and they finally called and said they wont pick up my claim since theres no video of the crash. I have video of the driver saying it was his bad and he wasnt looking. We sent them that video and the adjuster says that he cant say what the driver meant by that. This is a horrible insurance company! If you have video of their driver saying its their fault thats not enough you have to have video of the actual crash which is bs. Never had to deal with such a bad insurance company. I dont know how they are still in business Ive seen so many complaints about them.

  

  Business response

  10/03/2023

  Good afternoon,

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

  Thank you,

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

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Re Claim #****** On 8/9/2023, at around 9pm, I was involved in a hit and run by one of your insured motorists. The vehicle was identified by multiple witnesses and a person taking a picture of the license plate. The police were called and a report was made. I was able to get the insurance from the police officer and I filed a claim that night.When I spoke to her in the past, she said that before she can deny or accept my claim she needed to speak to the owner of car/policy to determine if the car was stolen. That was over a month ago. She told me to go through subrogation with my insurance to get my car fixed. I spoke with my insurance and I dont have collision coverage where subrogation would apply. I only have liability with uninsured motorist, where if she would just deny the claim my insurance will kick in and fix my car. I have not heard from her in the last 2-3 weeks on the status and she does not return my calls so I dont know the status of her investigation. In the meantime, my car is in dire need of repairs. Ubers are expensive, Grubhub is expensive.If she would deny the claim, my car insurance will fix my car. If she would take responsibility, I can fix my car, but instead I am given the cold shoulder and a car in dire need of repairs. How long am I supposed to wait?The car is NOT stolen. The address of the car was given in the police report. You can go on ****** maps and the see the car parked at the address given in the report. I rode my bicycle, on a few occasions, by the address and the car is parked at the address. I sent her a pic of the car via text letting her know that the car is parked at the address in the police report. Can she not go over there and just talk to the car owner? Is it not obvious to her that person is avoiding her, hoping this will go away?

  

  Business response

  10/03/2023

  Good morning,

  Please see attached letter which will serve as our answer. Please let me know if I can be of further assistance. 

  Thank you,

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

• Initial Complaint

  07/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  7/1/23 my parked car was hit by a tourist from Texas there was a dent in a long scratch along the passenger side and door she left a note saying she had Texas Farm Bureau insurance I contacted them on multiple occasions and they did not respond I don't have anyone answering their phones they don't have a way to leave a recorded message I don't have a way to contact a person directly when I finally got through they gave me to wrong adjuster names when I finally got through to the adjuster she was rude and uninformed and noncommunicative she did not communicate with me regarding processing of the claim all I want is to have my car fixed claim number *********

  

  Business response

  08/08/2023

  Please see our attached response letter. 

  Thank you,

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

  Customer response

  08/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***********************

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May of 2022 an extremely bad hail storm hit ****** Texas. I went to a collision body shop. They said that they were booked for6 months. And that they were not taking anymore appointments. They said everybody in ******, ********** etc was backed up for 6 months due to the severe hailstorm. September of 2023 the Lead frame on my pickup went out. It set at ****************************** until March. It was damaged there. Prompting my second claim. I did not find out until today May 31st 2023 that my full coverage on my pickup had been dropped to comprehensive due to the fact I hadn't had the old damage fixed. I hadn't had a chance to fix the damage. I had moved twice in the last 3 months. I finally got my truck to ************* collision repair. They won't be able to fix it until July 31st. I have been with farm bureau for 25 years. I have only had one claim in all this time. I can't believe that they can do this to me.

  

  Business response

  06/09/2023

  Good afternoon,

  Please see attached response letter. 

  Thank you,

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

• Initial Complaint

  03/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On feb 24 i was traveling on FM **** on my way to I45. A train was stopped right before you reach I45. As i was waiting in line the truck in front of me started backing up. I honked my horn solid but he kept backing and hit my new car. He said he did not see me? I got his insurance information and left. His insurance is Texas Farm Bureau in Hillsboro, Texas. I went to my body shop on 2/27/2023 and they gave me instructions on what to do. On 3/1/2023 i call TFB claims department and gave them all of my information. I was told someone named *********************** would contact me. He did call on3/6/23 but i missed the call. I called him back and he said he was not in his office but would call back. Its been 3 days and still no call. This accident was not my fault, it was a new car, 2021 ******** but brand new and i want it fixed. I called Tfb again on 3/7 and they told me I had to wait for ****** to call. tFB claims is making this a long drawn out ordeal. I just want my car fixed

  

  Business response

  03/14/2023

  Good afternoon,

  Our company's response letter to the referenced Complaint number is attached. Please let me know if I may be of further assistance. 

  Thank you,

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

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  my vehicle was involved in a accident. after making a claim through my insurance i was assured the vehicle will properly be repaired or possibly a total loss. well my insurance adjuster never contacted me after her initial contact which i couldn't answer her call do to the fact i was working than leaves me and my account out and never follows up with me when i reach out i was notified that she is on vacation. someone else handles the claim and gives me a much lower evolution for what the vehicle will cost to replace it, once i make a complained in regards to the value and they realize that i was right they change the claim to repairable but than advise me to use all sort of junk yard parts that cost almost nothing to do a proper repair on the car. and when i bring it up they tell me your car is old and that what you will get that's a respond form their condescending manager. basically take it or leave it. that's unfair to consumer to be cheated out of a proper evaluation or repair.

  

  Business response

  02/13/2023

  Our company's response is attached. Please let me know if I can be of any further assistance. 

  Thank you,

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

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This automotive insurance company is responsible for the damages to my vehicle. They are supposed to cover vehicle rental insurance but will not make arrangements with the local enterprise to reserve a vehicle for me. I have been trying for two months and keep getting passed around to different departments saying they are not responsible for these arrangements. Even the body shop that has the ***************** can not resolve a solution. This is costing me thousands of dollars a day. I feel like Im being pushed around by big business. My vehicle has not been road worthy since day one.

  

  Business response

  01/11/2023

  Good morning,

  Please see our attached Response Letter.

  Thank you,

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

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We filed a claim after being hit from behind on 9/7/2022, and not able to get a response from the other driver's insurance. Clearly the other driver was at fault.Claim #******. We were assigned *********************. We took our car to Skip's Body Shop. Skip's personnel told my husband ***** that he thought the truck was totaled. After numerous calls to Farm Bureau, nothing is happening. It is now going on 3 months from the date of the accident. We are at a point now where ***** is doing nothing, and has not returned our call on Monday of this week. Other calls to him have been unproductive.

  

  Business response

  12/09/2022

  Our response letter is attached. Please let me know if I can be of further assistance. 

  Thank you,

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

*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. ↩