Complaints

• Initial Complaint

  01/28/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In Jan 2025, I received a letter from ******** stating policy payment was behind. Upon review, I had canceled my mortgage company from paying and would be paying them myself. they said that it would be ok--payment needed to be received by the 13th. I completed everything with Expressit on the 10th of January 2025. I sent all documents by the 10th, with account info as requested, and have confirmation. farmers sent me a letter--not even a courtesy call or anything--dated on the 13th, but received on 23rd stating needing more info. I called on 28th--spoke to 10 people--audrey, ***** ******** shermaine, ***** *., ally ****** a (chat), ****** and ********--none of which would own the error and reinstate. they wanted to charge me a late fee and charge the full amount all at once. I'm livid and believe this is a way for them to collect more money!! it feels like fraud and unfair business practices.

  Customer response

  01/31/2025

   
  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. Hi. My concern was rectified by company. May I close this case/issue? Case Number: 73469551D0E68
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  01/22/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I keep getting email and texts messages on policy saying it will cancel out if not paid before a date I get on the app to pay for concerns and policy at that time it is saying paid and won't give me any further opportunity to pay said balance so is the matter been paid or not is the concern and this has happened over and over so said company should not be able to cancel said policy do to there errors and on my end it's saying paid in full

  Business response

  01/28/2025

  To Whom It May Concern:
  
  Thank you for notifying Farmers of the concerns presented to the Better Business Bureau. We appreciate the opportunity to respond to this inquiry.
  
  To protect confidential consumer information, we do not disclose information about our review. We have been in contact with the consumer via email to address their specific concerns in the complaint above. 
  
  

  Customer response

  01/28/2025

   
  Complaint: 22843474

  Still wounfe4ing how this policy can be canceled do to mistakes on there side it's still saying paid in full on my side if something is paid or showing paid how can it be canceled really just wondering so they need to get there problem fixed the web site won't let me pay it's saying the same thing or won't finish the steps to let me do anything to it at all
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ***

  Business response

  01/29/2025

  To Whom It May Concern:
  
  Thank you for notifying Farmers of the concerns presented to the Better Business Bureau. We appreciate the opportunity to respond to this inquiry.
  
  To protect confidential consumer information, we do not disclose information about our review. We have been in contact with the consumer via email to address their specific concerns in the complaint above. 
  
  

  Customer response

  01/29/2025

   
  Complaint: 22843474
  
  I am rejecting this response because:
  There job isn't finished at this time is this there way of taking money more then once and not ever fixing the problem at hand who is going to keep paying for something that is being stated as paid 
  Sincerely,
  
  **** ***

  Business response

  01/30/2025

  To Whom It May Concern:
  
  Thank you for notifying Farmers of the concerns presented to the Better Business Bureau. We appreciate the opportunity to respond to this inquiry.
  
  To protect confidential consumer information, we do not disclose information about our review. We have been in contact with the consumer via email to address various ways to make a payment when the mobile app is out of service. 

  Customer response

  01/30/2025

   
  Complaint: 22843474
  
  I am rejecting this response because:
  THEY NEED TO FINISH THE *** ON THERE END TO ENSURE THE POLICY HOLDER THIS ISNT A WAU TO TAKE  ADVANTAGE OF US
  Sincerely,
  
  **** ***

• Initial Complaint

  01/17/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to address an issue with my recent claim (5033796659-1) with Bristol Insurance following the theft of my vehicle. As a long-standing policyholder who has consistently paid premiums, I am concerned about the handling of my claim, specifically regarding *** insurance or Auto Loan Lease coverage.When I purchased this policy, I was assured by your representative that *** insurance was included. This assurance influenced my decision to proceed, as it was explained that in the event of a total loss, the policy would cover the actual cash value of the vehicle, and *** insurance would cover any remaining loan balance.However, I was later informed that the *** insurance does not apply in my case. This contradicts the information provided at the time of purchase and undermines my trust in the policy terms. I believe this discrepancy is unfair and reflects poorly on the claim handling ********** support my case, I have attached documentation of my policy, including terms indicating the inclusion of *** insurance or Auto Loan Lease coverage. Bristol Insurance has issued a payment of $37,862.53 for the vehicles actual cash value. However, the *** insurance should cover the remaining balance of $18,422.78 as stipulated in the policy. I request a prompt review to ensure the coverage I paid for is honored.I trust Bristol Insurance will act in good faith to resolve this issue swiftly. Please let me know if additional information or documentation is needed.Thank you for your immediate attention.Sincerely,**** ***** Policy Number: G015477905Cell: ************ Claim Representative: ***** ******* *************)Supervisor: ****** **** *************)

  Business response

  01/23/2025

  We are in receipt of your inquiry regarding Mr. ****** concerns regarding the handling of his claim,specifically the Auto Loan Lease Coverage. We appreciate the opportunity to review this matter and to respond.

   

  We apologize for any frustration Mr. ***** has experienced. The claim supervisor has reached out to ******** directly to discuss the concerns outlined in his inquiry and the available coverage on his policy.  We are currently awaiting a response.   

  Customer response

  01/24/2025

   
  Complaint: 22824978
  
  I am rejecting this response because: I recently spoke with ******, a supervisor from your company, who confirmed that I do have GAP coverage. However, there was a significant issue with how your representatives handled my case, and I was left uncertain about the details of my coverage.
  ****** explained that my GAP coverage is capped at 125% of the vehicle's value, which contradicts my understanding of the standard 150% *** coverage typically provided by GAP insurance. To resolve this matter and ensure I am fully informed, I respectfully request the following:
  Written documentation or an official policy statement that confirms the exact terms of my GAP coverage, specifically regarding the *** limit of 125%.
  Any relevant policy details or guidelines that clarify the coverage and conditions associated with my GAP insurance.
  A formal summary of my conversation with ******, including the statements made during our discussion, to ensure there is clarity and accuracy regarding the information I received.
  I would appreciate receiving this documentation at your earliest convenience to ensure transparency and confidence in the details of my policy.
  Thank you for your attention to this matter.
  
  Sincerely,
  
  **** *****

  Business response

  01/24/2025

  We are in receipt of Mr. ****** follow up to the companys response. We appreciate the opportunity to review and respond.

  We understand Mr. ***** continues to be dissatisfied with the information provided to him on his claim and acknowledge the request for documentation pertaining to the *** coverage.

  We take this matter seriously and have provided Mr. ***** with the direct contact information for the claim supervisor to discuss his continued concerns and request for policy documents. 

• Initial Complaint

  01/17/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We had our home and auto insurance with the Lane Agency, a Farmers Insurance agent. The ***** sold their business to ****** *******. We've decided to move our insurance coverage from Farmers to another firm (we've already signed with another agency) and want to cancel our insurance coverage with Farmers. We called Farmers HQ and were told this had to be handled with the local agent. We called ******************* and told a woman named ****** we were canceling our insurance. She said we'd have to submit a cancelation in writing, which we've done. Now, Mr. ******* has contacted us telling us he won't cancel our coverage until we provide him with proof of insurance with another carrier. We do not have to do this, as whether / not we have other insurance or with whom we have coverage is none of Mr. ******** business, yet he is not accepting our cancellation. We need help getting our coverage with Mr. ******** Farmers agency canceled immediately, with a return of the unused portion of our policy charges.

  Business response

  01/23/2025

  
  P.O. Box 2910
  Shawnee Mission, *******; 66201-1310       
  Fax: **************
  ***********************************************************************
   
  
  
  
  
  
  Case:22822324
  
  
  To Whom It May Concern:
  
  Thank you for notifying Farmers of the concerns presented to the Better Business Bureau. We appreciate the opportunity to respond to this inquiry.
  
  We have advised the insured of the refunds they are going to be receiving and have notified them of our established guidelines in order to retroactively cancel their policy.  

  Customer response

  01/23/2025

   
  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.
  
  Sincerely,
  
  ****** Early

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid the money on January 10, 2025 the amount of $85.83 for a down payment and pay $ ***** monthly the company took it off my card least then 30 seconds the next day I got a email saying the amount will be going up because of some kind of discount that I will lose so I called them 11th to cancel it now they saying I won't get my money back until the 22nd and then it still wouldn't be 5 business days that's crazy cause they took my money so fast and now want to take 2 weeks to give it back. I want my money back now help me to get it back now. Thanks ******* *******

  Business response

  01/22/2025

  To Whom It May Concern:
  
  Thank you for notifying Bristol West of the concerns presented to the Better Business Bureau. We appreciate the opportunity to respond to this inquiry.
  
  To protect confidential consumer information, we do not disclose information about our review. We have been in contact with the consumer to address their specific concerns in the complaint above.

• Initial Complaint

  01/16/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I canceled my policy with bristol west and was told i would not have to pay anymore since i was opting out of renewing my policy. Then i received a notice of paying ***** and when i spoke to the representative i was told i would not have to pay since i canceled so i didnt pay and because of that i got sent to collection and now my credit score is getting damaged for ***** and i want them to remove the collection and i dont want to pay the *****. Aswell as repair my credit with the credit company.

  Business response

  01/24/2025

  To Whom It May Concern:
  
  Thank you for notifying Farmers of the concerns presented to the Better Business Bureau. We appreciate the opportunity to respond to this inquiry.
  
  To protect confidential consumer information, we do not disclose information about our review. We have been in contact with the consumer via email to address their specific concerns in the complaint above. 
  
  

  Customer response

  01/24/2025

   
  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.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was attempted to be stolen on October 21st. Farmers Insurance let my car sit in front of my house for two weeks before they towed it to be fixed. The insurance company stopped paying on the rental when its their fault repairs even took this long. If they had towed the car immediately like they claimed they would do, I wouldnt have had to come out of pocket for a rental car. I would like to be compensated from Farmers for the amount I have spent on a rental vehicle. The insurance agent I was working with claimed I have to speak to a higher up. She said she would get me in contact with one, but she did not. I still have not received a call back from a higher up and now I am being ignored.

  Business response

  01/23/2025

  We are in receipt of your inquiry with the Better Business Bureau. In the inquiry, you expressed dissatisfaction with the handling of your theft claim and the amount of approved rental coverage. We appreciate the opportunity to review and respond.

  After review, we respectfully maintain that your claim has been handled in accordance with your policy provisions. Our records reflect that your policy carries coverage for a substitute vehicle for a maximum of $********* your policy limit has been exhausted, we are unable to consider additional incurred expense for rental vehicle coverage.
  
  We regret we do not have a more favorable outcome. Should you wish to discuss the claim in more detail, we direct you to Field Claims Supervisor, **** ****, at *************.

  Customer response

  01/27/2025

   
  Complaint: 22820400
  
  I am rejecting this response because: the claim was started next day after incident on 10/20/24. After several several attempts window was finally repaired on 11/1/24. Then after several more phone calls and texts a tow was sent on 11/5/2024. The repair shop was waiting to take care next day after incident happened. Repair had repairs done in a week as they stated they would. They canceled several checks and drugged process out longer. My car sat for weeks . My calls and attempts were ignored. I was passed around to different adjusters and had to pull teeth ti get anything done. I was paying out of pocket for rental and insurance on rental. Had you not took your sweet time and ignored me. Repairs would have been done within the month they were paying for rental
  
  Sincerely,
  
  ***** ********

  Business response

  01/28/2025

  We are in receipt of your inquiry with the Better Business Bureau. In the inquiry, you expressed continued dissatisfaction with the handling of your theft claim and the amount of approved rental coverage. We appreciate the opportunity to review and respond.
  Our records confirm that you have exhausted the maximum amount of rental coverage your policy allows. We are unable to issue payments which go above the contractual allowance of rental coverage included in your policy.
  
  We regret if any of your contact attempts were not returned to your satisfaction as we strive to handle each claim promptly and professionally. Should you wish to discuss the claim in more detail, we direct you to Field Claims Supervisor,**** ****, at **************.

  Customer response

  01/30/2025

   
  Complaint: 22820400
  
  I am rejecting this response because: this is unacceptable considering how the insurance company handled this. My vehicle sat in front of my house for two weeks before anyone even came and towed it. Farmers totally dropped the ball. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  01/16/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This insurance company cancelled my insurance after I paid the full amount on 1/6/25 ($****** ) which is two days before due date. This was taken out of my account immediately. The reason my insurance has been cancelled is because two days later on the due date 1/8/25 they charged (without my knowledge) a 6 dollar credit card processing fee to my card which has never been charged before. This did not go through because I only use this card to pay bills and put the exact amount on that card prior. They are now telling me I have to pay the full amount (******) again by 1/23/25 to reinstate my insurance. The reason I am reporting this time is because there have been two other times where weird things have happened with payments (seemingly on their side of things) where I have had to pay double the amount to reinstate insurance that I have already paid for

  Business response

  01/20/2025

  To Whom It May Concern:
  
  Thank you for notifying Bristol West of the concerns presented to the Better Business Bureau. We appreciate the opportunity to respond to this inquiry.
  
  To protect confidential consumer information, we do not disclose information about our review. We have been in contact with the consumer to address their specific concerns in the complaint above.

• Initial Complaint

  01/14/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was coerced into getting this insurance for an older model car with over 130, 000 miles, I am ********************************************************** over twenty years. I sent an email to them on the 9th of December informing that I need to cancel this insurance due to cost. I did not receive a response back and nor did my email come back undeliverable. I was charged $ on $281.94 from my account and I want every cent back! For them to do as I ask, cancel my account. When I spoke to someone today, I was told that they could not cancel without me sending them a declaration form that I had insurance somewhere else...I told them that I never heard of that and that this sounds like fraud! Told him that I was going to report them to the BBB for trying to hustle me and deprive me of my rights. I cancelled this insurance on 12/09/2024.

  Business response

  01/21/2025

  To Whom It May Concern:
  
  Thank you for notifying Farmers of the concerns presented to the Better Business Bureau. We appreciate the opportunity to respond to this inquiry.
  
  To protect confidential consumer information, we do not disclose information about our review. We have been in contact with the consumer to address their specific concerns in the complaint above.

  Customer response

  01/23/2025

   
  Complaint: 22811756
  
  I am rejecting this response because:
  I pay with my card and did not ask them to take money from my account after 12/9/2025 which is the date that I cancelled the policy with them and they are telling me it takes another two weeks for them to return me my money and they want me to wait even longer for a check that they are not going to print, prepare and put in the mail until January 30th! That's ridiculously too long of a wait when it has been over ten days since I called about my account and I want every cent taken out since 12/9/2025 $281 plus $86! I did not pay them with a check so I want my money sent back to me the way they took it out! Fair is fair! 
  Sincerely,
  
  ****** ********

  Business response

  01/27/2025

  To Whom It May Concern:
  
  Thank you for notifying Bristol West of the concerns presented to the Better Business Bureau.  We have advised the customer that the refund was mailed out and advised of the check number, due to system restrictions the refund could not be reversed directly back into her account.

• Initial Complaint

  01/14/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My husband signed up for Bristol West auto insurance and paid $1132.50 on 11/9/24 for the 6-month policy. On 1/2/25 we received a Notice of Cancellation for Non-Payment from Bristol West stating that our policy would be cancelled on 1/14/25 if we didnt pay $173.00.I called Bristol West today (1/13/25) and after waiting on hold for about 30 minutes, I spoke with a customer service agent who said the policy was indeed scheduled to cancel for non-payment on 1/14/25. The agent said we would receive a partial refund, but that I wouldn't get a refund for 2-3 weeks and he wasnt able to verify how much the refund amount would be. I asked to speak to his supervisor and after 15 more minutes on hold, the agent got back on the line and said he was able to confirm the refund amount of $624 paid in 2-3 weeks.Lets do the math- 1132.50/6 = ******. ******x2 =*****. Therefore we should receive a refund of $755 (1132.50-*****0=$755) since we only had insurance for two months (11/9-1/14).When I asked the Bristol West customer service agent why I wasnt being refunded for $131, he said that he wasnt sure and wasnt able to see how much fees or daily charges were.1. I want others to be warned about NOT doing business with Bristol West. Their customer service is horrible and they canceled our policy for non-payment, after two months, even though we paid for 6 months in advance.2. I have already switched back to Progressive Auto Insurance, so I do NOT want the Bristol West policy reinstated; I just want a full refund ($755)

  Business response

  01/22/2025

  To Whom It May Concern:
  
  Thank you for notifying Farmers of the concerns presented to the Better Business Bureau. We appreciate the opportunity to respond to this inquiry.
  
  To protect confidential consumer information, we do not disclose information about our review. We have been in contact with the consumer via email to address their specific concerns in the complaint above. 
  
  

  Customer response

  01/22/2025

   
  Complaint: 22806160
  
  I am rejecting this response because: ***** **** Insurance agency said they would take care of submitting the required documentation for the discount on the policy. It is not my fault that the agent didnt follow through with this. 
  

  I submitted a claim through my credit card company (that I used to pay the $1132.50 amount) to receive a refund.
  
  Sincerely,
  
  ******* *******

  Business response

  01/23/2025

  To Whom It May Concern:
  
  Thank you for notifying Farmers of the concerns presented to the Better Business Bureau. We appreciate the opportunity to respond to this inquiry.
  
  To protect confidential consumer information, we do not disclose information about our review. We have been in contact with the consumer via email to address their specific concerns in the complaint above. 
  
  

*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. ↩