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Insurance Companies

Farm Bureau Insurance

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Complaint Details

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Initial Complaint
09/19/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
To whom it may concern:I recently had a claim that was denied July/2024. During my investigation documentation was submitted to my attorney and verbally said to me by the adjustor handling my case ***** ********* that my utilities at the property Im staying at for temporary housing would be covered. Prior to my decision Ive made several attempts via email, text messages, voice messages, and also spoke with his manager to leave a message in regards to paying my Utilities Ive recieved several shut off notices. And Ive been having to pay out of pocket and that was not the agreement between my attorney nor me. I would like this matter addressed as your company gave me your word to make payments. There no way I should be having shut off notices nor paying out of pocket for something that was agreed upon
Business response
09/27/2024
Private & Confidential
September 25, 2024
Better Business Bureau of ******* and Eastern Michigan
*********************
*********************
Attention: ***** *******
RE: BBB Case Number: 22307628
Complainant: ******** *****
Our Claim Number: HO-1000927356
Farm Bureau General Insurance Company
Dear Ms. *************** ***** filed a complaint with the Better Business Bureau of ******* and Eastern Michigan on
September *******. In turn, your office forwarded the inquiry to Farm Bureau General Insurance
Company requesting a response to Ms. ****** complaint.
After a review of the matter, it is the position of Farm Bureau General Insurance Company that since Ms.
***** is represented by an attorney and this claim has been denied, this matter is best not discussed or
disputed on this public forum. We would respectfully suggest that she continue to seek the advice of her
attorney. Should you have any questions, please call **************.
Sincerely,
FARM BUREAU GENERAL INSURANCE COMPANY
***** ********
***** ********
*** Investigator
Initial Complaint
06/25/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Cancelled homeowners and auto insurance with Farm Bureau insurance in May 2024. Spoke to assistant, ******* who said I must speak with **********************, agent in order to cancel. Spoke via telephone to ****** who said policies would be cancelled. Had funds for cancelled auto policy electronically removed from my checked account on 6/18/24. Have tried numerous times with no avail to have funds returned to my account. ****** will not return my calls, ******* has told me there is no need to speak with him, she will handle it with billing. She does not "handle it with billing" nor is returning my calls. The electronic removal of $1650 resulted in my checked account being overdrawn and am owed that money also. I don't know how to proceed now.
Customer response
06/25/2024
I received an email from ***************************** today at 9:31 am indicating that a check is being mailed out to me today.
Hopefully this will be resolved although it doesn't mention an approximate date the check will come or verifying my address so at least I'm hopeful.
Thanks,
****
Initial Complaint
02/08/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This is a complaint against Farm Bureau Insurance for failure to provide coverage for damages incurred at ************************, and details the timeline and delays. A complaint has been filed with **************** of Insurance.The ***** of ********* for ************************ feels the five-month turnaround time, which included three onsite visits from insurance adjustors, engineers and others representing Farm Bureaus interest, was a gross misuse of their fiduciary responsibility to their client. The claim was made the end of August 2023, they finally denied the claim at the end of January ****.Eleven units and four common hallways were affected by the August rainstorm. The ***************** (our HOA management **** met the first adjustor in September 2023, to inspect damages. A week later the adjustor told us he had to forward his findings to another adjustor and an engineer. In October 2023, the new adjustor and engineer, came to inspect. Then Farm Bureau went silent, other than to say the engineer was still looking into the claim. The ***** of ********* became concerned, and hired a public adjustor to represent their interests. Meetings were later cancelled between the public adjustor, insurance adjustor and engineer, and kept dragging on. Finally, the insurance adjustor went back to the buildings on January 12, ****, and a few days later, the public adjustor was fired. We informed Farm Bureau that ***************************** with the association management company was the new the point of contact and that he had until February 1st to make a decision. A few days letter the **************** received the claim denial. As a result of Farm Bureaus denial of claim, sizable water mitigation invoices have not been paid and all units that were affected now have a liens against them, in addition to needing repairs. Farm Bureau has not honored their responsibility to insure our building(s). This has been taxing on each affected owner, emotionally and financially.
Business response
02/12/2024
February 12, 2024

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

RE: Your File No.: 21266583
       Complainant: ******************************* (Island ****************************) Claim Number: BO-1000892873
       Date of Loss: 8/24/2023
       Company: Farm Bureau General Insurance of Michigan
Policy Type: Guardian Policy
State of Issue: Michigan

Dear **************************:

We acknowledge the complaint filed with the Better Business Bureau by ******************************* on behalf of our insured, Island *****************************

Island **************************** also filed a complaint with the Department of Insurance and ********* Services. The complaint number associated with the Department of Insurance and ********* Services is 222446-001.

As the Department of Insurance and ********* Services is the proper agency for reporting complaints involving insurance companies, we have responded to the complaint filed with them.

Sincerely,
*************************
Farm Bureau General Insurance Company of Michigan
*********************************
Large Loss Property Claims Manager
Initial Complaint
02/04/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Had a house flood in January 2023. Our insurance company recommended a restoration company that further damaged our house and did not complete the repairs. We have had to hire other companies to complete the work and have paid out of pocket for this. My 23-month-old child has had construction in her home for half of her life and has now been experiencing developmental delays that now require professional intervention (speech therapy). Our entire family has experienced emotional and mental distress. The insurance company has refused to help and told us to get a lawyer. During an interaction on the phone, one employee made a racist comment to my husband, about how he wouldnt understand home owner insurance as he isnt from the US.
Business response
02/05/2024
We are unable to find ******************************* in our system. Can you give us a policy number or the insured's spouse's name?
Customer response
02/06/2024
Husbands name is
************
Address is ***********************************************
Business response
03/04/2024
The complainant ******************************* also submitted this complaint with the Department of Insurance and ********* Services (DIFS), file #********-001, and we have responded to this complaint through DIFS.
Initial Complaint
01/16/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On December 27 2023, went to farm bureau to get new policy for my truck. Got policy set up for monthly payment and paid my first installment. On January 5, **** they took full pay out of my checking account. I have been to there office three times given them the information they requested from the bank last Friday January 12, ****************************************************************************** the mail!!
Business response
01/24/2024
January 19, ****
Department of Insurance and Financial Services
C/O *************************, Analyst
*************************************
************ 49546
Re: ******** Services File Number: 21154167
Client: ***********************
Farm Bureau Billing Account Number: **********
Personal Auto Policy Number: PA-11476780
Dear *************************:
We are in receipt of the complaint submitted to you by *********************** regarding her auto policy that she has with the Michigan Farm Bureau Family of Companies. We have prepared the following response for a better understanding of what transpired on the account.
In the complaint, ***************** advises her auto policy was supposed to be billed under a monthly Electronic Funds Transfer (EFT) pay plan. However, on January 5th, we mistakenly withdrew the entire premium amount from her account, and she is seeking a refund.
On December 27th, 2023, ********************* personal auto policy was established with the understanding that payments would occur monthly through EFT. However, an oversight on the part of her agent resulted in the policy being incorrectly bound with a full pay payment plan. Consequently, on January 5th, ****, an amount of $718.67 was withdrawn from ********************* account.
Upon identifying this issue on January 8th, ****, the agents office promptly contacted customer service to correct the policy's payment plan to the intended EFT monthly option. On January 9th, ****, the agents office communicated again with customer service, specifically requesting a refund for the $718.67 deducted from ******************* account on January 5th, ****.
On January 11th, ****, a disbursement check in the amount of $718.67 was issued to *****************. We extend our sincere apologies for any inconvenience this incident may have caused ******************
I hope you find this information helpful. If I can be of further service, please contact me directly at ************** and I will be happy to assist you.
Sincerely,
****************************************** Services Program Coordinator
Farm Bureau General Insurance of Michigan
Cc: ***********************, #****
Policy File
Initial Complaint
07/26/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The car owned by me and was being used by my son, who is on the policy as an authorized driver, was involved in an accident. The car was parked when accident took place and no one else was in the car. The incident happened June 22nd 2023 and the claim was submitted immediately. The insurance is dragging its feet on the claim adjustment and not making a decision. We are bleeding money on rental car and claims office is not responding to my calls. Agent is *********************** and ************ is his phone number. When i call him he says the matter is in claims and claims is not helping. I need someone to intervene here. We pay all these premiums and when it is time to claim it, especially when we are not at fault at all, we don't get the help. I am sure this is a lot more law abiding society than what i am facing right now.
Business response
08/01/2023
July 31, 2023
Better Business Bureau
*************************************
************, ** 49546
Attention: *************************
RE: BBB Case Number: 20380181
Complainant: ****** ****
Our Claim Number: **-1000871223
Our Policy Number: **-11065815
Farm Bureau General Insurance Company
Dear ******************:
Mr. **** filed a complaint with the Better Business Bureau of Western Michigan on July 26, 2023.
In turn, your office sent an inquiry to Farm Bureau General Insurance Company requesting a
response to ************** complaint.
After a review of the matter, ******************************************* was contacted on July 27th, 2023 and a
total loss settlement was reached on this claim. We are currently awaiting title paperwork from
Mr. **** to issue payment. Once the signed title, completed appointment of agent, and drivers
license copy are received we will issue payment on this loss.
Should you have any questions, please call ************.
Sincerely,
FARM BUREAU GENERAL INSURANCE COMPANY
*******************
DRP Team Manager
Initial Complaint
01/23/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I was involved in a car accident on November 27th *****. A lady ran into the back of my car. She has Farm Bureau Insurance out of Michigan. Today is January 23rd and my car still remains at the tow yard. The lady that works for Farm Bureau has called me only twice since the accident happened and sent me an email. Once by phone she said that my car was going to be moved to a repair shop and the second time she told me the same thing. I have called the tow yard several times to see if anything has been done with my car and today when I called they told me that they have not heard anything from the insurance company and that I am the only one that has called them in regards to my car. This happened almost 2 full months ago. In the email that was sent to me was a copy of the adjusters appraisal. My car is blue and on this appraisal it is listed as black. I am not even sure how an appraisal was done because nobody has been there to look at it. This company is horrible to work with. I have called this lady 3 times a week and left voice mails and twice just twice she has bothered to call me back and both times she is just full of lies. My car is in ************* and I live in ********. I would like at this point for my car to be brought here where I live to a repair shop as I don't really trust what this Insurance company is up to. Two months and my car hasn't moved. This is beyond rediculous.
Business response
02/02/2023
February 01, 2023

BBB
c/o *************************
3330 ****************
************, ** 49546

                   Re:      File #:                                     18886002
                               Complainant:                         *******************
                               Farm Bureau Claim #:            **-1000811726
                               Date of Loss:                          11/27/2022

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

We are in receipt of Ms. ****** complaint. From my reading of her complaint, her issue is that the repairs to her vehicle are taking too long. Unfortunately, that is out of our control. ************** demanded that her vehicle be repaired by a certified ****** repair shop. She was given the choice of two to choose from. The one she chose, *********** Body, was unable to get her vehicle in for repair until 01/26/2023 due to their current work load and the national part shortage. Ms. ****** vehicle was towed to *********** Body by 01/26/2023 and work has since started on her vehicle. Unfortunately, we are not able to control the current delays in vehicle repairs caused by national part shortages.

As to ************** second complaint regarding her vehicle not having been moved from the tow yard on 01/23/2023, *********** Body was not available to work on her vehicle until 01/26/2023. ************** was aware of that issue. Her vehicle was towed to *********** Body so that work could begin on 01/26/2023.

Ms. ****** vehicle is currently being repaired. Given that we are experiencing industry repair delays of six months or more nationally,the fact that Ms. ****** vehicle repair was delayed for two months is not unreasonable. While we understand the inconvenience, it is simply out of our control.
Please contact me if you have further questions regarding this matter.

                                                       Sincerely,

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

                                                       ********************************
                                                       Attorney/Senior Casualty Claims Supervisor
Customer response
02/07/2023

Complaint: 18886002

I am rejecting this response because:
My complaint was not because it was taking too long for the repairs to be done. My complaint was that my car sat at the tow yard and the insurance company was not doing anything about my car. I called the tow yard several times and also sent the letter from the tow yard that the insurance company had not contacted them at all up to the date on the letter. I was at first told to call one person from the insurance company and I called him 3 times only to get his voice mail and he never called me back. Then I was told to call this woman and that she would be handling everything. I called her several times and she also didn't call me back until December 19th. I was without a vehicle from the 27th of November until December 19th when she got me into a rental vehicle. The Insurance adjuster called me the next day and told me that he would be looking at my car. I did tell him that I wanted it to be taken to a ****** repair shop. He told me that there were 2 or 3 and which one did I want it taken to. Not being from the area (*************) I am from **********, I told him that I didn't care as long as it was a ****** repair shop. He called me back on the 10th and told me that it would be moved within the next day or two. I got a call from the insurance lady on the 13th and also from the repair shop. Both told me that the car would be moved that day or the next and that they had a tow truck ready to get it. This insurance lady, I had all of 2 phone conversations and one email. Yes, I have been very frustrated only because I was not kept informed about my car. I called her at least once or twice a week from the time that I got her phone number and she would not return my calls. Then I got a letter from the tow yard on the 26th of January stating that they wanted their payment and in this letter it stated that they could sell my car if payment was not received. On the 27th of January I got a call from the rental place asking me how much longer I was going to need the car and where was my car taken to be fixed as they also called this insurance lady and she didn't return their calls either. I was given a repair estimate from the adjuster of a bit over $6500.00 to fix my car and now I am told that the car is being totaled. This certainly was in the insurance company's control as they did not do anything about my car until over a month after the accident.

*****************************************
Business response
02/13/2023
February 13, 2023

BBB Response #2

                   Re:      File #: 18886002
                               Complainant: *******************
                               Farm Bureau Claim #:            **-1000811726
                               Date of Loss: 11/27/2022

To Whom it May ********

We are in receipt of Ms. ****** complaint and your request for additional information.

The accident occurred on November 27, 2022 in *************.The claim was reported to ** by our insured for her first party vehicle damage on November 28, 2022. At that time we had no police report and no information on the claimant, *******************.

On December 01, 2022, our liability adjuster did reach out to our insured, who accepted liability for the accident, but we still had no contact information for the claimant.

We did not get any information on the claimant, *******************,until we were contacted by her insurance company, Liberty Mutual, on December 09, 2022.

Due to large claim volume and scheduled time off, our liability was unable to contact ************** until December 19, 2022. At that time ************** advised that she thought she had first party collision insurance on her vehicle and had tried to make a claim with her insurance company, Liberty Mutual, but she had failed to follow through with their requirements for collision coverage (i.e. sending them a picture of her vehicle) and they had removed it from her policy. On December 19, 2022, our liability adjuster arranged for ************** to get a rental. She remains in that rental today. Due to adjuster licensing requirements in *************, our liability adjuster then contacted ******** and Company to retain an Independent Adjuster to continue with adjustment of the claim.

As stated previously, some delays in attempting repairs for Ms. ****** vehicle were related to her insistence on the body shop being a certified ****** shop. The body shop she ultimately chose could not accept the vehicle for repair until January 26, 2023. ************** was told this, but then questioned why her vehicle had not been moved from storage before then. Simply put, the body shop was arranging for the pick up of her vehicle when they had availability to take it. The body shop did pick up the vehicle from storage on January 25, 2023, so that they could begin work on January 26, 2023. It is beyond explanation as to why ************** thought her vehicle would be immediately towed from storage before the shop was ready to repair it.

Of note, after tear down for repair of the vehicle it was determined that Ms. ****** vehicle was a total loss and a settlement has been offered to **************. She has been advised to travel to get her personal items out of the vehicle should she choose to retrieve them. She remains in a rental paid for by us until this matter is completely settled.

                                                       Sincerely,

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

                                                       ********************************
                                                       Attorney/Senior Casualty Claims Supervisor
Initial Complaint
01/23/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Hello, This past December, my car was found to have a dead battery in *******, Michigan. This was December 8th, I paid $95.00 to a Farm Bureau ********* Services (FBFS) for a battery jump, where a contracted mechanic came and jumped my car. During this call, I was told by the agent that I could submit a claim and be reimbursed for this charge. This was given a Job ID: ********. After driving a decent amount, the car died again, where I pulled over on **************, still in *******. I called Farm Bureau ********* Services (FBFS) again, where I was charged $156.85 for a tow service. Again, I was told I could file a claim and be reimbursed. This was Job ID: ********. After this, the only real receipt I got was two emails with the amount and the Job ID, and I was told a ******************** was helping us out for the second job. That is all I was given.Then, after submitting claims, the agent then informed me that I had used the wrong insurance. At first I was very surprised, but then noticed that Michigan Farm Bureau was who we actually had our insurance through, which sounds very similar to me. Michigan Farm Bureau will not reimburse us without the receipts from the towing companies, which we cannot get because we have no information. This was quite a large amount of money to me, and I would love for this to be dealt with as there should have been clarification on their part.
Business response
02/01/2023
February 1, 2023
Better Business Bureau
C/O *************************
3330 ****************
************, ** 49546
Our Insured: ***** and *************************
Our Claim No.: PA-1000826971
Date of Loss: December 8, 2022
Complainant: *************************
BBB file: 18884952
Dear ******************:
Farm Bureau General Insurance Company is in receipt of the above complaint and the following information is provided for your review.
As outlined in the complaint, ****************** is insured for Emergency Roadside Assistance coverage with Farm Bureau General Insurance Company of Michigan. While operating his vehicle on December 8, 2022, he experienced two breakdowns which required the services of a roadside assistance provider. On each occasion, he reported the claim to Farm Bureau ********* Services which is a separate entity from Farm Bureau General Insurance Company of Michigan. In turn, this resulted in confusion and out-of pocket expenses for *******************
Upon receipt of this complaint, our claims team made telephone contact with ****************** and secured the necessary information to process his claims. We expressed our regrets for the confusion and informed him payment would be processed. On January 25, 2023, we issued a reimbursement check to Mr. **************************** in amount of 251.85.
It is our understanding that Mr. and ******************* are satisfied with our response and the resolution of their claims. If you require additional information, please contact me at **************.
Sincerely,
**************************
**************************
Director of Auto and SIU Claims
Farm Bureau General Insurance Company of Michigan

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