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Description

This company offers property & casualty insurance.

The scope of this report issued by BBB serving Central Ohio  concerns the company's corporate headquarters in Columbus, OH and its company-owned regional, branch and claims service offices.

State Auto offers insurance in 33 states through approximately 3,400 independent agents / agencies, and separate BBB Business Reviews on independent agents / agencies are available at http://www.bbb.org/


BBB Accreditation

A BBB Accredited Business since

BBB has determined that State Auto Insurance Companies meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for State Auto Insurance Companies include:

  • 62 complaint(s) filed against business

Factors that raised the rating for State Auto Insurance Companies include:

  • Length of time business has been operating
  • Response to 62 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

62 complaints closed with BBB in last 3 years | 28 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 4
Delivery Issues 1
Guarantee/Warranty Issues 1
Problems with Product/Service 56
Total Closed Complaints 62

Customer Reviews Summary Read customer reviews

16 Customer Reviews on State Auto Insurance Companies
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 1
Negative Experience 13
Total Customer Reviews 16

Additional Information

BBB file opened: July 01, 1941 Business started: 08/16/1921 in OH Business started locally: 08/16/1921 Business incorporated 08/16/1921 in OH
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Ohio Department of Insurance
50 W. Town St. Third Floor - Suite 300, Columbus OH 43215
http://www.insurance.ohio.gov
Phone Number: (614) 644-2658

Type of Entity

Corporation

Business Management
Mr. Robert P. Restrepo Jr., Chairman, President and CEO Mr. Kyle Anderson, Asst VP Dir Corporate Communications Mr. Steven E. English, VP and CFO Mr. Clyde H. Fitch, Senior VP and Chief Sales Officer Mr. James A. Yano, VP, Secretary and General Counsel
Contact Information
Principal: Mr. Robert P. Restrepo Jr., Chairman, President and CEO
Business Category

Insurance Companies Insurance - Auto Insurance - Bonding Insurance - Homeowners Insurance - Rental Insurance - Liability Insurance - Property Insurance - Workers Compensation Insurance Services Insurance Services - Commercial

Alternate Business Names
Farmers Casualty Ins. Co. Meridian Insurance Group Inc. Meridian Security Insurance Company Milbank Insurance Co. Patrons Mutual Insurance Company of Connecticut Risk Evaluation and Design LLC Rockhill Insurance Company RTW Inc. State Auto Financial Corp State Auto Property & Casualty Ins. Co. State Automobile Mutual Insurance Company

Customer Review Rating plus BBB Rating Summary

State Auto Insurance Companies has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of B.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

6/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our house burned down this past January, we lost everything. State auto at that point was very good in handling investigation, forwarding advanced monies, and assigned a very good claims adjuster who is wonderful. This past month we received a letter stating that they were not going to renew our homeowners insurance due to increased hazard because we installed a wood burning stove. This stove was less than a year old and the investigation showed that the installation of the piping was the cause of the fire and they are currently in subrigation with the installers to recoup the loss. The letter dated 4/28 was sent to the address of our burned down house, thus had to be forwarded to our temporary address which we recieved around 5/11. After speaking with my insurance agent, this decision came from management. Our agent began looking for another company to cover us though rebuilding and renters insurance but no company will because we have an "open claim" leaving us further stressed. We have had our homeowners and cars and trucks insured with state auto for over 27 years. I attempted to file with the ** commission, but we are out of the 10 day time frame, they will not budge. How can a company do this to a customer when they are so in need right now? They are continuing to pay the claim, but as of 6/14, we will not have coverage at all and cannot get coverage anywhere else.

Desired Settlement: State Auto should insure us until the house is rebuilt and the claim has closed.

Business Response:

We have received this complaint and will forward on to the claims team. We will ask that they communicate directly with the insured on this matter.

Thank you.

5/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The cost to repair our vehicle from an accident caused by a State Auto policy holder is $457.71 higher than the proposal provided by State Auto.

Desired Settlement: Full payment to ******** ****** ********* ****** for the complete cost of repairs for damage caused by ******** ******** on April 27, 2015. Also, full payment of a rental vehicle during the time of the repairs.

Business Response:

We have received the complaint and will have the claims manager respond directly to the claimant.

Thank you.

4/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: State Auto Insurance company had a vendor's liability insurance policy, State Auto Policy *********** for *****. Below are the details of the complaint. Air Go replaced a heating/cooling unit in Jul 2013. I purchased an annual service contract for $150.00 on 7/18/2013. They have not made an attempt to schedule either 6 month or 12 month service. They have not returned phone calls or responded to emails. My upstairs AC unit stopped working so I called another company to determine the problem. They inspected both of my units and discovered the unit ***** installed was installed improperly. I provided State Auto with photos of the before and after corrections. I pointed out the shroud installed by *** ** covers up half of the coils, reducing the efficiency of the unit. Also, I pointed out the duct tape used to seal the shroud to the unit. *** ** also did not install the protective coil covers. I have also learned from public records that *** ** filed for bankruptcy on 12/27/2011 and the company was dissolved on 8/13/2013. Therefore, I am unable to seek any recourse from them. Total requested is $1,034.00. The cost for correcting their mistakes: 600.00 repairing the shroud 79.00 diagnostic 205.00 purchase and installation of the protective grates. Also $150.00 for the *** ** maintenance contract. State Auto says they are not responsible for payment of my claim because they cannot get in touch with ***** (Bankrupt) I provided photos and copies of contracts and receipts to State Auto. Since ***** was insured by State Auto at the time of the installation, I believe they should be responsible for payment of my claim.

Desired Settlement: Payment of my claim ********** for $1,034.00

Business Response:

Dear ********* ***********

Your letter of March 31, 2015, related to a Complaint filed by ***** ******, has been forwarded to my
attention.

We appreciate the position of the Better Business Bureau (BBB) and its willingness to assist in the
resolution of disputes with consumers; however, this is not a dispute about business process, practice or
procedure.

This claim is a dispute between *** ****** and State Auto over whether the type of damage they are
claiming was covered under the general liability policy in question. As such, this is a "coverage" issue
and, with all due respect, is likely not within the expertise of the BBB.

Lastly, while we recognize and are sensitive to the concerns of our insured, State Auto also has certain
fiduciary obligations which include the duty of privacy. Commenting further on the merits of this dispute,
risks not only inconsistent conclusions in differing jurisdictions, but an additional complaint by an insured
that we have violated our duty of privacy.

State Auto's position has been set forth in its response directly to *** ****** (see attached). If additional
information becomes known to us that would warrant us to re-evaluate our position, we will, as always, be
willing to do so. However. at the present time and for the stated reasons above, we cannot comment
further.

Respectfully,

***** *******
***** **********
Phone: ###-###-####
Fax: ###-###-####

Consumer Response:

The reason for not paying is different than the reason i first received. They now claim *****'s work was not covered. 

Regards,
***** ******

4/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had insurance with State Auto since Feb 7, 2014. During the past 12 months, there have zero claims filed. I have made all payments, inmcluding the last paymnet on Feb 26, 2015. I have never filed a claim against myself ever in my 54 years. I had an accident in the ice storm on Feb 25, 2015. I filed a claim with the insurance company on Feb 26, 2015 with the insurance adjuster. Only to learn that mmy insurance has been CANCELLED. I received a letter dated March 2, 2015 informing me in writing that i had no insurance and no coverage. I called to asked why and how, and was told because of 3 incidences that were on my son's report. The incidences that were referenced were onm his record long before we took the policy out. Note - those three issues were why my premium is so high. Again, no claims during the past 12 months. I am so puzzed as to why and how they can cancel my insurance without me being aware. I called to ask how - they said they called, we doube checked and no messages; they said they mailed letters, but I did not receive them. I have called and left messages with President - *** ******** and VP Claims, ***** ******** and the sales rep - ***** ******* - with no return calls. I am losing everything because of this - I have missed work, and is damaging my health and well being. How can they do this without my knowledge?

Desired Settlement: I want to have my insurance coverage that I have paid over $12,500 in the past 12 months, cover the accident. I have expenses for the truck, the property repairs that i damaged when i hit the ice patch, tow bill for the truck, truck repair, rental car and storage fees for the truck whie sitting at the repair shop.

Business Response: A copy of the complaint has been forwarded to the appropriate underwriting manager for review and response.

4/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: November 23 a young man insured through state auto backed into my car. He told the police officer I was in his blind spot and he did not see me. However when he filed a claim with his insurance (after two months past the accident) he claimed I hit him. I have a witness statement (who he almost hit backing into my car) along with the police report to prove my side of the situation. Not only did state auto ignore me for the first month, they continuously handed me to a new adjuster so the entire process would start over. They have questioned the authenticity of my evidence and continuously requested documents i already sent saying they do not have it. Just today despite all the proof, they have offered 50% for the damages. It took them 3 months to even make an offer. However I am not satisfied because of all the proof they have. They continue to screw me over. I do not know what else they want from me. I have also heard they take many months to send a check once you get them to agree to a deal. I refuse to waste any more time with this, it should not take this long to resolve an issue.

Desired Settlement: I want my car to be fixed on their dime, not mine due to the fact that I am not responsible. I want them to do this in a timely manner and to improve their ways.

Business Response:

We have received this complaint and will have the correct team respond directly to the claimant. Thank you!

Consumer Response:

I am sending am email to attach further documentation for my position in this case. They have offered me 50% for the damages caused by their insured, but I am requiring 100%. I will not accept any other offer due to my evidence showing who is truly at fault (their insured). See attached items, which should two photos photos. My vehicle has the title ******* 1 and 2, and their insured's is ****** 1 and 2. One last thing, while he told his insurance my car ran into his, he told the officer my car was in his blind spot and he did not see my car when he backed into it. This is why this is a word versus word situation. However the witness statement will show you my vehicle was parked and he was talking to the driver. Thank you for your time and your help, it has been 5 months and I just want my vehicle fixed with integrity. I will send another email with the accident report, witness statement, two more photos and police report because it says my email is too large to send with them included in this message.
***** ******* 

Consumer Response: It does not solve the issue. The claims team has not helped in the five months I've been trying to figure this out. And the claims team does not respond or send messages in a timely manner. 
Regards,
***** *******

Business Response: Thank you for the follow-up. I will pass this information on for the claims team to respond directly to the claimant. I understand that they are actively working on this claim.

Consumer Response: Business has sent me a check but only for half the amount. Am not accepting check and sending back because we have not made an agreement as to the end result yet. Still desiring 100% paid by state auto because their insured is 100% at fault. On Friday they sent an email discussing a person calling from a claims service to discuss accident. No phone call yet though. 

Business Response: We have received the rejection and will pass along to the claims team to respond. Thank you.

Consumer Response:

Today on March 13 I sent out a letter to the supervisor ***** *********. Within the letter was the check which I sent back until we settle the matter. I also included the letter she wrote to me saying they have hired a independent claims adjuster. On Tuesday March 10 my driver and the insured met with the claims adjuster and State Auto has received the photographs from the accident. This is the latest update. The case is not yet settled but heading in a better direction. Finally! Thank you for your help this far and I hope it gets settled soon. 

Consumer Response:

Company has sent me another check for 625.29. I am confused because this is not the full amount. Is this the second half? If so I need the company to resend the first half because I returned it to them with void written on it. If it is not the second half and in fact the same check I need to talk with the supervisor 


Business Response:

We have received the complaint and will have the claims team respond to the claimant.

Thank you.

Consumer Response:
Company has sent me a check for 50% and said this is the final answer. I am not satisfied, I am very angry, and I feel like if the situation was flipped and their insured had been hit by me they would have found favor with my side. This company has no integrity and I will make sure to spread the word to every young friend I know who is looking for auto insurance both on social media and in my personal life. To them this case is closed, and I guess there is nothing more I can do. But I am not satisfied. Terrible company.

3/17/2015 Billing/Collection Issues
3/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Have had homeowners ins through Them for 10 yrs and never filed a claim. Last yr premium went up Quite a bit. I went ahead and paid it. I und erstand premiums do go up due to economy. However, this yr my premium went froh 2246.00 to 3344.00. This is outrageous. Something needs to be done about this. This should not be legal to take hard earned money Form people. I should geht some oft this back. I have cancelled my policy with them but feel they need to be taught a lesson. I have a mtge thru a finance co. And their increase made my pymt go up.

Desired Settlement: Want them to pay difference in my pymt.

Business Response:

We have received this complaint and will pass along to correct team to respond directly with the claimant. Thank you and have a great day!

2/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been working with this company for two months now trying to get a claim resolved. Not only have they been extremely unhelpful, but they neglect to ever call me back. I have been assigned three new adjusters and each time am not notified until I call the main line and go through a bunch of hoops. It should not take two months to file a claim on their behalf, and it definitely shouldn't take two months to call their insured to let them file their side of the claim. I am EXTREMELY unsatisfied with this company and what they have done to try and help me.

Desired Settlement: I want my claim filed INCLUDING the claim from their insured and I want turns to fix my vehicle like they are inclined to.

Business Response:

Hello,

We have received this complaint and we understand that the claims teams is working with the claimant on a resolution. We will have them communicate any results directly with the claimant on these matters.

Thank you.

2/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was involved in an accident with State Auto's insured motorist. I was sitting at a stoplight and he slammed into the front end of my van. My van was deemed a total loss. I was offered an appraised value for the van , however State Auto informed me they would deduct approx. $692.00 for a dealer reconditioning fee. When I inquired what fee was for, I was told this is the estimated amount that a dealership pays to get a car ready to show on the lot. (Minor repairs, cleaning, etc) When I disputed this deduction from my vehicle's appraised value, I was told by agent # 1, ** ******* that this was an insurance regulation and they couldn't pay me this fee by law. I though this was a lie, so I contacted my insurance agent. My agent had never heard of such a fee or law, so she contacted State Auto for me and we spoke to a second State Auto adjuster ******** He had never heard of this supposed regulation. I then asked to speak to a manager (** ***), who informed me that it was not a law, but rather their company's policy to deduct this amount from the vehicle's appraised amount. I disputed this but was told I had no choice in the matter. In addition, I was required to return my rental car 4 days after being advised my vehicle was totaled, although I would not receive the payment check for another week. When I expressed concern, I was informed that I had no choice and I was in fact "lucky" to have kept the rental this long. I thought this was not reasonable to expect me to cover the rental car for that week. I did speak to the supervisor who also advised I would have to turn the rental in. I really had no wiggle room to dispute the $692.00 any further as I had to get the money for my van to purchase another vehicle. I believe this is a bogus fee for dealer reconditioning fashioned just to unfairly underpay people for their vehicles. It is also unreasonable to expect the victim of a car accident to cover part of their own rental car.

Desired Settlement: I want to be paid the approx. $692 reconditioning fee deducted from my vehicle's appraised value. I do not think it is unreasonable to request my vehicle's entire value.

Business Response:

We have received this complaint and will have the appropriate personel respond directly to the claimant.

Thank you.

2/9/2015 Problems with Product/Service
2/4/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Agency sending bills to wrong address causing mail to come really late even though they have been notified of change and even insure the house im currently living in. I paid the for a monthly in November with under the impression by the bill if chose to pay monthly would then be enrolled in monthly automatic withdrawls. On December 25th I got online to check and make sure that the first automatic withdrawl went through on the 23rd but noted no withdrawl. On the 26th I received a check in the mail from State Auto and also called the broker to find out why I have a check and no withdrawl from account. She then informed me I had not had any insurance since NOVEMBER 23!!! so I have been driving around uninsured!! I was flabbergasted. she then said she would have to contact State Auto about reinstating. Which I was told on the following Monday that they would not!!

Desired Settlement: I would like to be reinstated to my car insurance immediately at the rate I currently paid considering I have been a customer with them for years and actually even hold home insurance with them at this point. Feel like this is a misunderstanding and would love to just do automatic withdrawl like I thought I had set up already by making the monthly payment installment.

Business Response: Complaint has been forwarded to the appropriate underwriting manager for a response.

Consumer Response: To send to someone for review is appropriate but need a response within a reasonable time such as 10 days.  Thank You 

Business Response:

I have reviewed your file in regards to your concerns stated in your billing or collection issues complaint.

The mailing address still shown on this policy is **** ****** **** **** ** ****** ** so that is where your
bills and cancellation notices were delivered. State Auto would have had no idea that you had moved to
a different address and I'm not sure why the post office would not have forwarded notifications to you.
I will have the address corrected now so you are aware of any further correspondence in regards to the
account.

Your policy cancelled for nonpayment of premium on 11/23/2014 which was the renewal date since the
invoice amount requested from you on 11/4/2014 of $434.25 was not received by 12 /9/2014. A
Notification of final cancellation was sent to you at the address on our file on 12/10/2014.

From review of the billing history I see that you phoned in a partial payment of $143.09 on 11/29/14. In
our phone in system there is no way to ask for a billing change to a monthly pay billing plan so payment
services was not aware of what you were trying to do. $133.00 was refunded to you on 12/17/2014. I
reviewed an email from your agency on 12/29/14 about the cancellation. This was over a month after
your cancellation date.

In review for possible reinstatement/rewrite I found that there were similar payment issues on 2/28/14,
and 3/9/11 so a rewrite/reinstatement was not offered for your account.

I too would have been alarmed to find out my policy was cancelled if I thought it was still in effect and
had not received any written notices. The lack of notification getting to you appears to result from no
knowledge of your updated address information. State Auto generated all the letters and proper
notifications and sent them to the last known address on our file. The post office should have
forwarded these to you if they were aware of your new address.

In addition, I do understand from your letter that you are concerned with your agency's response in
getting your pay plan and address changed. Our agency field representative will follow up on those
concerns with your agent of record.

If you have any further questions about your past account with State Auto, please do not hesitate to
contact us.



Business Response:

To Whom It May Concern:

Please find attached a copy of the letter that has been sent to ***** ******* explaining why her
Insurance policy cancelled and was not reinstated. If you need further informatian, please do not
hesitate to let me know.

Sincerely,


Consumer Response: I had given them my new home address prior to this day. I also un accept that its about payment why I got cancelled the agent showed me a print out of wrecks I had in the past showing the cost and since I had been "late" on the payment would not re instate me but really just because I had claims previously and losing company money SO REALLY this about being partly punished for claims in the past because in all honesty if I wouldn't have had claims they would have re instated me. And I have the print outs from agent that denied me first time because of wrecks so lets just be honest here.  But what is really upsetting is that I could have been in a wreck and had no insurance AND I'm now also penalized for not having insurance for over 30 days because I wasn't properly notified! State Auto took the money so why would I not think I had insurance unless told otherwise!! Really? I'm losing State Auto so much money they cancel me and then cover up with lying saying it all about payments which is not true.  If anything State Auto should look at their systems in notification of being cancelled especially if they continue to take your money. I'm single mother of 2 children on a very limited budget so obviously this effects me in the pocketbook and to be able to provide for my children and it may not mean much to all of you but that being even more penalized for not having insurance does matter here in our lives. And since I didn't even know till after 30 days then I was penalized before I even started. And obviously I'm being penalized by state auto with making claims in the past.


Business Response: We have received the follow-up and will forward to the appropriate person to respond direct to the insured. Thanks.

Consumer Response: I need a fax number to be able to send you the documentation.


Business Response: This additional request from the complainant has been forwarded to the claims supervisor for a response.

2/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On April 12, 2014 I filed a claim with my insurance company for a new roof due to damage from a hail storm/tornado. Two qualified roofing contractors inspected roof and told me ther ewas significant hail damage and that I needed a new roof. State Auto sent an adjuster (who confirmed, verbally, hail damage) then later sent a structural engineer, who issued a report which became the basis for denial of my claim. 37 other homes in my immediate area got new roofs. 

Desired Settlement: A New Roof

Business Response: Complaint has been forwarded to the appropriate business insurance underwriting manager for a response. 

Business Response:

1/16/15 - The additional documentation has been forwarded to the claims supervisor for further consideration.

January 16, 2015
******* ******** **** ******* ** **** ****** ** ***** *** ******** ******* ******** ****** *** *** ******* ***** *** ***************** **** ** ***** ***** *** ****

Dear *** *********

This is in response to your recent letter to the Better Business Bureau. Your letter did not have any additional information presented that would alter our decision on coverage and the amount of our payment. Unfortunately we cannot make any additional payments under this claim.

Neither this letter nor any act by any representative of State Automobile Mutual Insurance Company should be construed to be a waiver of any of the policy terms and conditions; on the contrary, we specifically reserve our right to rely on the policy language, and to deny coverage for any valid reason that may appear.

Sincerely,
State Automobile Mutual Insurance
***** *******
LOCAL TELEPHONE NUMBER: ###-###-####
LONG DISTANCE: ###-###-####

Consumer Response:

******** **********,
     I am sending this email in response to your Jan. 28th letter requesting any further paperwork to support my position that the payment made by State Auto did not adequately cover claim expenses.  I was paid only $400+ (after my $1000 deductible)  for damage to the Copper on my roof.  I was paid NOTHING for roof shingle damage. You and State Auto have all of the paperwork in my posession.  They have all of the information they need in order to pay my claim.  The simple truth is that  THEY DO NOT WANT TO PAY MY CLAIM.  Seven other homes in my immediate vicinity successfully filed claims for new roofs from this same storm, and at least 90 homes in the ************ area (my area) have received new roofs from insurance claims.  According to State Auto the hail "damaged the decorative Copper on my roof, but there was no hail damage to the roof shingles".  Winds of 70 mph plus and hail 3/4" in diameter could not damage the shingles on my home.  That is truly amazing.  I did not know that hail stones could decide what to damage and what to leave untouched!
     I would like to know if you have received other complaints against State Auto regarding homeowners insurance claims which were refused.  I have registered a complaint with the ********  DEPARTMENT OF INSURANCE AND FINANCIAL SERVICES and would like to use that information should it become necessary.  I have also begun registering complaints with:
                                  THE CONSUMER PROTECTION AGENCY
                                   ANGIE'S LIST
                                   CHANNEL 4 DETROIT NEWS
     I will also be taking State Auto Insurance before the small claims court.  I will not stop pursuing this course until State Auto does  the right thing instead of just taking the premiums that I paid for all of those years and not protecting my home.
                                                                        Yours truly,         ******* ********

1/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint:

My complaint is against State Auto Insurance Company. They sent me a non-renewal letter dated, 12/11/14, for my homeowners policy. I received a non-renewal letter for my auto insurance the next day. I can Only Assume these policies were cancelled, because I filed a claim for my home Aug. 2014. The claim only paid $800, and it was the only claimed paid in 4-years. An independent roofer inspected my roof and determined it needed to be replaced due to wind and hail damage. The adjuster from State Auto came out in August and determined there was no wind and hail damage. However, they would pay for the ceiling damage on the inside. In November, I requested that another adjuster do an inspection. Unfortunately, they sent the same adjuster, who obviously stood by his original assessment. Therefore, I received $800 to make repairs to the ceiling and roof.

A few weeks later, I received notice that they were canceling my home and auto policy. On the home non-renewal, they stated no verification of repairs. Obviously, when their adjuster came back in November, he reported that the repairs were not made. I hadn't made repairs because they needed to come back and re-inspect. In addition, I had a hard time finding a roofer willing to do "patch work" when the roof needed replacement.

On 12/17/14, I called the adjuster's supervisor who requested pictures and receipts of the completed work. I sent this evidence. However, on 12/29/14, the supervisor left a message stating he had the receipt of repairs, but no photos. The photos were sent directly to his phone. They said the non-renewal on my car was because, the independent insurance agency was no longer a carrier. And to make matters worse, I found out they have been overcharging me for my auto policy. As I have been receiving quotes for other auto insurance, they have been quoting me figures of $85 a month. State Auto is charging 3x that amount at $228 for a month. This is for one car, and I have a CLEAN driving record.

Desired Settlement: I would like to get a refund for the excessive overpayment on my car insurance. I would also like to have my roof replaced.

Business Response:

We have received this complaint and will have the appropriate team respond to directly to the claimant. Thanks!

1/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: on Nov. 06,2014 I was involve in a car accident with some one who is insured with state auto insurance , the police issued three citations to the guy, state auto contacted me the next day and told me that they will talk to the guy to determine fault , two days later they called and told me they will take 100% responsibility ,when he called the first time I did inform them that I did rent a car which he was very good about it and told me that I can submit the bill and he will take care of it, he asked me to get an estimate for the damage and send it to him which I did , then I was contacted by an independent adjuster to come and look at the car, he did come and wrote his estimate , a few days I get a call from ******* ***** their claim representative senior and he informed me that my car is a total loss and that he did his research about the car and called different places and gave me a very low value of my car , I told him that in the past few month I had about $2700 in repairs which he asked me to send him the papers for it, I did that and he comes up with $348.00 more for the value which I did not agree with that , he made the offer to pay me $8948.00 for the car and if I wish to keep it that salvage value is $2670.72 and he will pay me $6277.28 and I have to turn in the title to be stamped as salvage. and that he will keep the rental for four more days from the 20th of Nov. which ends on Monday the 24Th . I asked him if they will pay me the amount which his adjuster came up with and I will take full responsibility for any hidden damage which his adjuster did write that, the value is about $7300.00 for his estimate and I told him that the book value of the car is more than what he did offer so that will not get it in the salvage value, and to keep the rental till the 28th of Nov. , he told me that he will look into it and call me back which I did not hear till the 25th, I was told then what he offered is his final offer and no more car rental even I did not get any money , just a DICTATOR.

Desired Settlement: I LIKE TO GET THE AMOUNT OF THE ESTIMATE THEY DID PLUS KEEP THE CAR OR GET THE VALUE OF THE CAR WHICH IT IS $10250.00 PLUS RENTAL UP TO THE 28TH OF NOV. THIS IS THE WORST COMPANY I HAVE EVER SEEN WITH NO CUSTOMER SERVISE OR CARE FOR ANYONE, NOT LOOKING FOR HAND OUT ALL WHAT I NEED IS JUSTICE AND BEING FAIR NOT EAITHER MY WAY OR THE HWY .

Business Response:

Complaint has been forwarded to the appropriate claims manager for review and a response.

The same complaint was received from the ND Ins Dept on 12/11/14 and a response was sent to the complainant on 12/12/14.

 

Consumer Response:  I am still waiting for the answer which I did not get yet and nothing been done yet and no farther changes happen from the company , who are they to put what ever value they wish on peoples property and what kind of power they have to keep taking advantage of the innocent people and put them in a place where they either take their offer or suffer , hope they can sleep good at night by doing this.

Regards,
***** ****

1/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I don't know that it fits any of the above options. this company insures a commercial building that had a weak roof. on a windy day, a section of roofing material came off the building and landed on my car. It left scratches and a very small dent. The police came and a report was filed. This company is refusing to cover the cost to repair my vehicle. They told me that the building was in good repair, and told me this was an act of GOD. My car was parked in a parking space in front of this business. This is exactly why a building owner carries insurance..... i would like to get the repairs covered. I have a police report with photos, and when i told the police officer what they told me for reasons for rejecting the claim..... he told me that it was the only roof that blew off in this area. They were very unprofessional in the way they spoke to me, and i was very disappointed with state auto. When they told me the roof was in good repair, they were in **** and didn't know anything other than the claim number when i called them. They didn't know the condition of this roof. i feel this is a sleazy tactic to not cover claims.

Desired Settlement: I would like the cost of the damages to my car paid for by state auto..... this is why they get paid by the insured. I called the local body shop for an estimate, but he said to wait because the insurance company would be sending an adjuster to look at the damage. this is how it should have been done. so i was expecting that to happen.

Business Response: Complaint has been forwarded to the appropriate claims manager for a response.

Consumer Response:  this company sent me a letter refusing to cover the repairs. They stated it was the wind that caused the damages nf not their clients fault. They even stated that the police report blamed the wind. I think BBB should contact the officer that filed this report..... He believes that they are responsible an told me that although it was a windy day, that no other roof blew off that day. 

This was not a hurricane it was just a windy day. 

Regards,
***** *******

Business Response: Thank you. We will pass this on to the correct claims personel and have them respond directly to the claimant.

Consumer Response: this is NOT RESOLVED. 

Nothing has been done. Nobody has contacted me to resolve the damages done to my car. 
Regards,
***** *******

Business Response:

Most Recent Message
Additional information has been forwarded to the claims manager for review and response.

Consumer Response: they have not taken responsibility for this damage

To my car. 

Regards,
***** *******

12/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint:

On Friday, November 21, 2014, a young girl who is insured by State Auto failed to yield when pulling into the road and caused an automobile collision in which I hit her. The police report at the collision found the girl at fault and State Auto agreed to take 100% liability for the accident. While it took me three phone calls and voicemails to finally reach State Auto and start the claim process (I did not speak with someone until the following week, compared to reaching my own insurance agent within a few hours of the accident), they agreed to take liability for the wreck and provide me with a rental car.

My complaint is with regards to the rental car. After countless phone calls with State Auto, we were not granted a rental car until December 1 - ten days after the accident, due to their policy that I could not have a rental car until the estimates had been received from the shop (even though the car was towed from the scene and not in our possession). Additionally, they are forcing me to return the rental car on December 10, because the car estimate only requires 8 days of work.

My issue is that the dealership is unable to begin working on our car for a couple of weeks due to the amount of tow ins they have received and because of the holidays. This isn't a secret and the dealership has been more than willing to communicate with State Auto that there is a major delay in car repairs right now (not just at their dealership, but throughout the city). State Auto's rebuttal is that "because we are having our car worked on at the dealership of our choice, we don't get any extra days for the rental car."

I find this really difficult to understand since their client is 100% liable for the accident. Additionally, State Auto has explained to us that since we are having the car worked on at the dealership of our choice, we are "choosing" to have delays in repairs. This is absolutely not true as all of the reputable dealerships in the city are completely booked up (it is the holidays!). I don't feel like I should have to trust their tiny, unknown body shop (over 30 miles from our house) to repair our car just so I can have a rental car during the process. This seems quite unfair since the accident was not my fault whatsoever.

To wrap it up, while I understand everyone has policies, State Auto is not only being unfair and rude about the situation, but they are causing me to not have reliable transportation to and from my job. As a business that proclaims they support military on their Facebook page, I am really disappointed at the service we have received and lack of compassion or assistance in resolving this issue. My husband has to commute over an hour one way each day to drive to the military base, leaving me in our city without any transportation. It would be one thing if I was at fault, but it was THEIR client who caused this wreck - I find it hard to believe it is legal for them to deny me a rental car when the dealership, as well as my insurance agency, has vouched for the delays in repair.

I would also like to note that the rental car I received was the smallest rental car on the lot (they only set aside $21 a day for my car), but Hertz informed me I should be receiving compensation equivalent to my vehicle (a 4wd Jeep). I didn't complain to State Auto about this because I was just happy to have a vehicle, but it is to be noted that they are doing the bare minimum with everything involving this claim. I just hope I don't have to submit a complaint for trying to skip out on paying for repairs in the next few weeks.

Desired Settlement: I would like a rental car so I can get to and from work until my vehicle is fixed.

Business Response: Hello, We have received the complaint and sent it to the appropriate claims department to handle.

Consumer Response: I am rejecting this response because

Regards,
******* *********

12/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A water loss claim of December 2013 involving my house at ** *********** ******* ****** **** ***** has not been repaired to it's original condition before the loss. The adjuster assigned to the loss failed to discover the full extent of the water damage to the kitchen floor and now there is still a warp or dip. I chose State Auto's approved contractor to repair the house and there was a lack of communication between the two of what the extent of the damage the water caused. I live in Tennessee and did not inspect the house after the loss because I trusted State Auto adjuster and contractor to properly access the damage and repair it back to it's original condition. This past October I returned to inspect the house when I assumed the repairs were completed and the house was returned to original condition. This is when I discovered the floor having a warp in the kitchen area.

Desired Settlement: State Auto Insurance Company to pay for the repair of the flooring.

Business Response: Complaint has been forwarded to the appropriate claims manager for a response.  FYI......we received this complaint from the OH DOI on 11/12/14 and a response was sent to the DOI.

12/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ****** ********, the Claims Adjuster is handling a claim for * * * ********** *** ****** ******* *** *** ******* *** ***** ** ****** in which I am trying to contact. At the beginning of the investigation of this claim her response was "I can't comment" on any questions that I had. I also ask her to give me a time line for this matter, her response, I can't comment. I have spoken to her on the phone once, and have sent numerous emails for check with this ongoing investigation. As of late, she has not responded to emails or returned phone calls. The claim # is ***************** and the request amount is $7,774.37 for reimbursement.

Desired Settlement: Payment in full in the amount of $7,774.37

Business Response: The complaint has been forwarded to the appropriate claims manager for a response.

12/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had State Auto Insurance for my homes and cars here in ******* for quite a few years now. State Auto came highly recommended by my insurance agent *** ***** of **** ********* who my father and I have done business with for 20+ years.

On September 27th 2014, we had a bad storm in my area with 60+ mile an hour winds and rain that knocked down two of my large grown trees and lifted several shingles off of my home that faces the west, north and south sides. The shingles on the east side remain pretty well intact. The storm damage affected several homes in my neighborhood that are currently in the process of or have been re-roofed. I contacted *** **** after I had a chance to assess the damage to my roof and he suggested that I obtain quotes from roofers. The damage in ******* from this storm has been so extensive that I just recently was able to get assessments and quotes from three reputable roofing companies here in the area. All 3 have indicated that the damage to the roof is too extensive and it needs to be replaced.

On 11/11/2014, an adjuster who identifies himself as an employee of State Auto came out to assess the roof at approximately 7:00a.m. He got up on the roof and was here less than 5 minutes when he came back to the door and indicated that the cost to repair the roof would be less than $1,000.00 and did I still want to file the claim. When I advised him that I had already had 3 roofing companies out and each of them indicated that the roof could not be fixed but instead had to be replaced, he indicated that that they were wrong. He also indicated that there were areas of the wood that have already been exposed and were bleached out by the sun even prior to the storm. I indicated to him that that was incorrect as I had just purchased the house on 3/27/2014 and the roof had been inspected and was intact. In fact the roof allegedly was replaced in 2011. and I have photographs in my closing documents including the roof that contradict the statement made by the inspector (see attached).

I do not expect State Auto to replace my roof in fact I have emails to Mr. Maki’s office validating this statement. I do however expect State Auto to return the roof to its pre-storm condition which as you can see did not have wood exposed as the adjuster has claimed. I have been very satisfied with State Auto thus far and would really prefer not to involve litigation if the ******* Department of Insurance can advocate on my behalf

Desired Settlement: State Auto to return the roof to its pre-storm condition.

Business Response:

I apologixe for not responding.  The claims manager is currently working with *** ****** to resolve his complaint/claim.

**** *** ******* 

Consumer Response: The claim has still not been satisfied.  My insurance agent has suggested that I engage a personal attorney and pursue litigation against State Auto.  I appreciate the BBB attempt to resolve the situation on my behalf. 

Regards,
**** ******

11/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was in an auto accident with a someone who was covered by State Auto's insurance. The woman was driving on the wrong side of the road, a Kentucky State Police officer stopped in front of her to try and stop her, but she drove around him and hit me. Once I had the police report, I contacted State Auto. I told the lady who answered that I needed to file a claim. I told her what had happened, and when I told her it happened in Frankfort Ky, she said "sir, what do you expect us to do, we're located in Ohio, you're in Kentucky." I just needed to file the claim. She then got rude with me and said the woman who hit me had already started the claim. I told her I didn't know that, but she treated me like I should've already known. My insurance sent them the police report.

I called after that and requested a rental car, but was told that they have to do their own investigation first, because their client's story differed from mine, even though the police report was the same story as mine and obviously stated that it was their client's fault. I was told that the police report doesn't determine who is at fault and that they would not pay for a rental car until after fault was determined. I had to rent the car myself, pay the deposit and pay for a few days which left me broke, until they determined fault. They picked up the payments 2 days later after they did determine fault.

The same day, I was given an offer on my car because it was deemed a total loss. I was told they only cover the rental for 4 days after the car is deemed a total loss. I didn't agree with what was offered on my car at first. I tried to call the claims adjuster the next day, but only got his voicemail. After several calls and emails, I get an email saying he was off until Monday. That was Thursday morning. I had to return the rental on Monday. I tried to call the claims adjuster several times, left one message, but got no answer or call back. I then got an email saying that their offer would not change.

I think it was very unfair of them to tell me I had 4 business days after the car was deemed a total loss, and then the adjuster was off until the day I had to return the car. If he hadn't taken the days off, I believe we could've came to an agreement on the amount for my totalled car, but since he was off and didn't ever answer my calls, I had to return the car and I have no transportation to work now. I live in a different city than I work, and without transportation I could lose my job that I've worked at for 12 years. I just wanted an extension on the rental until I had the check for the totalled vehicle so I can get another one.

When it came down to the amount they offered for my vehicle, they offered a very low amount. I asked why, and it was because my vehicle had a rebuilt title. I was told the only way they could offer me more was if I could show proof that it was worth more. I was told if I can find similar vehicles for sale for more, they would compare and adjust accordingly. I told them I would go look and see, but was then told I could do that, "but it really wouldn't matter because people can put any price they want on a vehicle." So why would they tell me to do that in the first place if it wouldn't make a difference? I was told that auto trader doesn't list cars with rebuilt titles, but they do.

I was upset about the amount they offered, but they won't change so I'm accepting their offer, but I am still waiting on a response back. I just think that they should still be covering a rental for me until I get something to drive or get the check in so I can pay for taxis or the rental myself until I find my own. I am still waiting on my refund from ********** from where I had to pay for the first few days plus deposit.

Desired Settlement: If it takes them too long to send me a check for my totalled vehicle, I'd like for them to get me a rental car again until then. I have to be able to make it to work.

Business Response: Thank you. We have received the complaint and will have appropriate person respond to the claimant.

Consumer Response: State Auto hasn't contacted me about the complaint. I still haven't received the check for my totalled car, and am still without transportation. I'm sure that whether they decide to pay for a rental vehicle or not, I'll probably have the check in by then. I am very disappointed in the way they handle these matters.

Business Response: We have received the follow-up complaint and will have the appropriate person respond directly to ******. Thanks!

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

11/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a wreck in my car it and the radiator was damaged losing all the coolint. The radiator was replaced but they will not fix the damage it done to the motor.

Desired Settlement: Fix my car

Business Response: We have received this complaint and will have the appropriate person respond to the claimant.

10/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On June 25, 2014 at approximately 10.30 P.M. a Chevy Pick-up truck spun around in the street and knocked down the City’s street light pole. The 30 foot pole fell and knocked a hole in our sidewalk and damaged our three year old pavers. (pictures attached) We filed a claim with State Auto Insurance Company, (The first claim on this home in the 35 years we have lived here) and sent State Auto the pictures as requested. Weeks went by and finally the adjuster showed up. A report went to State Auto and weeks went by and no written communication although there were several follow-up calls on our behalf. One on the final calls was tense-State Auto Mr. * said he didn’t fix sidewalks and to call the City. As for the pavers he could see no damage. We summited additional pictures showing an inch depression in two of the pavers, and the City ordinance showing it is the homeowner’s responsibility to install and maintain the sidewalk. With fall approaching, and knowing there is a shortage of contractors in the oil boom area we called Mr. * again. He made us feel as though we had filed a fraudulent claim and he was sending an engineer out of *********** to inspect. On August 19, 2014, Mr. * arrived, complaining of the $259 he paid last night for a budget motel. He informed us of his qualifications and did a brief inspection. He was condescending and arrogant. A major part of the inspection was on the scuffing of the pavers which were not a part of the claim and had been caused by snow removal. He asked for copies of the accident pictures and left. He filed a report with State Auto on August 29th and on September 26th we received a check for $42.30 and a denial of claim on the pavers based on the engineer’s report. (report attached and findings quoted as starred in the report.) The impact of the light pole has fractured a corner of a sidewalk panel. The panel can be individually removed and replaced to repair the fractured corner. The impact of the light pole on the pavers has caused cosmetic “scuffing” of the pavers. The cosmetic damage to the pavers encompasses the lower level of the pavers, an area approximately 8 feet wide by 10 ½ feet long. The impact of the light pole did not cause settlement of the pavers. The probable cause of settlement to the pavers is soil movement in the subgrade due to freeze/thaw cycles. Surface impact of such force as to result in movement of the subgrade soil would typically result in significantly more damage to the surface material. Rebuttal and additional information not asked for by the engineer and our comments. 1. The engineer does not comment on how to set forms against pavers and the sprinkler system in the lawn. Contractors confirm the pavers will need to be removed, a new base installed, the concrete installed, and new pavers installed. 2. In the second comment the engineer did not ask if the “scuffing” was an issue. It is not however, if he purchases a new car and it gets keyed he may have a different view of the situation. 3. How does he know the pole falling did not cause the settlement of the pavers? He did not ask if we had pictures or if we knew different. In a phone conversation with the engineer after his report he replied the pole was too small to damage both the sidewalk and the pavers. We agree the pole probably did not damage the sidewalk but the light standard attached to the pole definitely did. We helped the police officer lift the pole out of the hole. Additionally we have pictures of the sidewalk prior to the incident which shows it in perfect condition. (Attached) Furthermore we will sign an affidavit under oath of perjury the pavers and sidewalk were in good condition and not settling prior to the incident. How does the engineer know the surface impact of such a force would not cause settlement? He did not ask how fast the pick-up was going when it hit the pole, how tall the pole was, what kind of bracket was attached, and if the corner of the bracket was square or rounded. Both corners were square at 90 degree angles, approximately 6 to 8 inches in width, and the impact caused damage to both the sidewalk and the pavers. As an individual who is trained in data gathering I can comment his approach was novice. How can he make an informed opinion when he did not gather all data pertinent to the situation? 4. We suspect there was collusion between the State Auto claims person and the engineer. Both were nasty, arrogant, and condescending. This is supported by the comment “we do not fix sidewalks, call the City, and I see no damage to the pavers.” 5. We offered both the agent and the State Auto claims agent $1000 in U.S. currency for the deductible if they would they would just fix the pavers and sidewalk. 6. We requested all documentation and the original adjusters report from the State Auto claims person. The reply was it was work product and irrelevant and was confidential. 7. We feel the State Auto claims person looked at the dollar amount to fix the pavers and sidewalk and felt it was out of reason. In visiting with him he had no clue as to the oil boom in the area and cost of goods and services in *********. Currently ********* has the highest rent in the nation, including *** **** ****. All goods and services have followed. Our $60,000 dollar home is now valued close to $300,000 for tax purposes 4 years later. 8. With the foot dragging of State Auto Insurance we are now so late in the fall contractors cannot be hired to make the repairs until the spring of 2015. By not promptly addressing the claim we now have the liability of a hole in the sidewalk and depressed pavers until spring. An individual could fall and sue for improper walkways. 9. We allege State Auto insurance acted in bad faith and with malice. It appears State Auto is in the premium collection business and goes above and beyond not to pay claims. This allegation is supported by the number of complaints filed against the company and its national rating. 10. We would like to know the amount of money expended by State Auto in sending an engineer from *********** to ********* to deny a claim. We suspect it is in excess of the amount of the claim or the amount we would have accepted to fix the damage. 11. We ask this claim be placed in independent arbitration and settled. We would highly recommend everyone refrain from buying policies written for State Auto Insurance and all its affiliates. The hassle of dealing with State Auto claims has ruined the summer and left us with the liability of a damaged sidewalk and pavers for the winter season. We feel we merely paid premiums for 2014 and had no insurance coverage of any kind. We plan to cancel State Auto as soon as new coverage can be obtained and would recommend anyone insured with the company consider doing the same.

Desired Settlement: We want this claim settled honestly. We feel the engineer had his mind made up before he came to inspect. We have pictures showing before and after.

Business Response: This complaint has been forwarded to the appropriate claims manager for a response.

Consumer Response:

To date we have received no correspondence from State Auto Insurance company.  We would like this complaint reopened until we get a written response.  They did call us on the phone and advised us to get bids and made promises.  However, if their promises are like their adjustment services it means nothing.  To date we have received no money or written correspondence from State Auto Insurance.
 
*** * ***** *****

Business Response: Correspondence has been forwarded to claims supervisor for review and a response.

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ######, and find that this resolution is satisfactory to me.  Received a phone call today.  Negotiations still pending, claim is still open.
Regards,

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

9/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was involved in an accident with a guy who was insured with state auto this guy struck me from behind and damaged my car it was a four car accident with all three car behind me it was originally thought that one of the other cars caused the accident until a witness whom saw everything came forward and photos were seen showing the other three cars had little to no damage the witness stated the car from the state auto insured struck me first before the other cars tap each other and it seems to be true by the photos plus the fact that after the accident roughly about two days the state auto insured tried to contact me and pay for my damages before I filed a claim because he said his deductible was $1000 but it still didn't dawn on me why he was doing this because everyone was behind me I actually didn't know what happen so when I shared this information with his insurance company rep Brandon Johnson he stop returning my calls and told my insurance company he doesn't care what the witness said or what the pics show my mini tort is denied. Its really sad cause I have a lot of family in ohio whom are insured with state auto after this situation they are all thinking about leaving and I stuck with out my 500 deductible

Desired Settlement: I would like my mini tort settled for my 500 dollar deductible review the pictures again and talk to your client about the texts he sent basically admitting guilt it really shouldn't have went this far.

Business Response: This complaint has been forwarded to the appropriate claims manager for review and a response.

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ##### and find that this resolution is satisfactory to me.

Regards,
***** *****

9/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My complaint is with State Auto Insurance. I currently have homeowners insurance with State Auto Insurance Co. I filed a claim in May for Hail damage to my roof at my residence in ***** *** The Claim # is ######## The adjusters name is ***** ******. The following is the chronology: 5/2014 - Claim filed with State Auto ********) ***** ****** 6/5/2014 - Roof Inspection completed by ****** *********** ******* ******) **** Certified Inspector. Hired by State Auto. 6/20/2014 - ******* report (Attached) stated multiple slopes damaged by hail. But entire roof did not qualify for replacement. Homeowner did not agree. 7/7/2014 - **** Certified Inspector Joe Lipscomb completed roof inspection. (Attached). Report stated there was significant hail damage (Greater than 75%) which warranted total roof replacement. Hired by homeowner and report sent to State Auto. 7/21/2014 - State Auto hired **** Engineer from ******** ** to do roof inspection. ******** ***** completed the roof inspection. 8/11/2014 - Report (Attached) stated the damage to the roof was not hail damage. 8/19/2014 - Homeowner was contacted by State Auto (***** ******) stating State auto would not pay for anything. The 2nd report for **** Engineering superseded the first report from ******* Inspection. My concern is that State Auto Hired a certified roof inspector and concluded there was Hail damage to the roof on multiple slopes but not the entire roof. They were prepared to pay for two slopes. Then they hired a **** Engineer and he concluded that the damage was not caused by hail. State Auto decided to change their mind and not pay for any damages. In my neighborhood, There are over 40 homes (Including my immediate neighbors) that had hail damage to their roofs which were verified and replaced by the insurance companies. I am requesting for my roof to be covered. State Auto agreed with a partial payment and then later changed to no payment.

Desired Settlement: I am requesting for my roof to be covered. State Auto agreed with a partial payment and then later changed to no payment.

Business Response: Complaint has been sent to appropriate claims manager for investigation and response.

Consumer Response: I already received a response from the local office claims Manager ***** ********  I wanted someone from state auto corporate office to review this complaint and the details because I have no trust or confidence in the local office. I also sent an email to State Auto CEO with the same information. I was hoping to get a customer advocate to review my situation.  Thank You  

Regards,
***** ****

Business Response: ****** ********** ******* ** *** ******* ********* ** ********** ****** *** **** ********* ********** ****** ******** ****** **** ****** ** ********* ** ********** *** ** ******* **** ********* ***********

Your letter of August, 20, 2014 and the related Complaint file by ***** ****, has been
forwarded to my attention.
We appreciate the position of the Better Business Bureau and its willingness to assist in the
resolution of disputes with consumers, however, this is not a dispute about business process, practice or
procedure; this is a dispute between *** **** and State Auto over whether the type of damage they
are claiming was proximately caused by hail or some other condition.  As such, this is a "coverage' issue
which, with all due respect, is likely not within the expertise of the BBB.

Lastly, while we recognize and are sensitive to the concerns of our insured, State Auto also has
certain fiduciary obligations which include the duty of privacy. Commenting further on the merits of this
dispute, risks not only inconsistent conclusions in differing jurisdictions, but an additional complaint by
an insured that we have violated our duty of privacy.

State Auto's position has been set forth in its response directly to *** ****.  If additional
information becomes known to us that would warrant our revaluating our position, we wlll, as always,
be willing to do so. However, at the present time, for the above stated reasons, we cannot comment
further.

Resptfully,
***** ******** **********
***** **********
State Auto Insurance

Consumer Response: *****, I understand that you have closed the dispute but it is not resolved. I believe that State Auto should pay for my roof for the reasons stated below. I am requesting BBB to review this with State Auto's executive team.  
 
1) State Auto hired a professional Co to do the roof inspection (Trinity). The report stated there was evidence of hail damage. 
2) State Auto agreed there was damage to the roof and was prepared to pay for multiple slopes. This was communicated verbally by ***** ****** (State Auto Sr Adjuster) to myself and ****** ******* (Owner of ******** *******. 
3) State Auto admitted there was hail damage to the roof. So they legally cannot change there mind. Even though they hired a 2nd firm that stated it was not hail damage. That report said there was evidence of hail damage to soft metal and the shingles condition were "anomalies". Bottom line they are not in original condition and something caused these so called "anomalies".  What do they think caused round circular marks (anomalies) on the shingles?
4) I hired a company that did a thorough inspection and produced a report that stated there was clear evidence of hail damage to over 75% of the roof. 
5) Finally,There are well over 40 homes in my neighborhood that had the same type damage and the roofs were all covered by several different insurance companies. How is it that State Auto is the only Co that would not cover the damage?
 
I do not believe State Auto (***** *******) is being fair or reasonable. That is why I copied The State Auto CEO. Any reasonable person should ask themselves, Given all the evidence, How on earth can this one house not had hail damage when all the surrounding homes had the same type damage. State Auto needs to do the right thing. 
 
Thanks 

Business Response: Correspondence has been forwarded to the appropriate claims manager for additional consideration and response.

9/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I Put in a claim due to I was hit by a car drivin by ***** **** on December 27, 2013 which State Auto insures. I have been working with ***** ****** (Claims Adjuster) on paying the medical bills which they have until the last one from ***** ******** Hospital. Our last conversation( and a voice mail that he left on my phone) ***** informed me that the Hospital will send me the bill and he would send me a check to pay that bill. I have also received from State Auto a general release form which I have signed and sent to *****. I have called ***** several times, left messages to call me in regards to this and have not received a call back from him. It has been over 5 weeks since I spoken to *****. I have paperwork and a voice mail that ***** sent me saying this will be taken care of. ***** ****** is out of there ******* ***** facility @ ###-###-####

Desired Settlement: To pay for the bill that was suppose to be paid for ***** ******** Hospital ($1900.00) and to complete the general release claim of $6418.16.

Business Response: **** *** **** *** ********* ***** ****** ***** *** *** *********** ** ***** *** ***** ** ***************** **** ** ***** ********** *** ********* **** ******** **** *** **********

This letter is in regards to the above captioned claim and will confirm our receipt of your complaint from July 25, 2014.

I have reviewed the file and have determined that there was an agreed settlement reached to settle your bodily injury liability claim for $6,418.16. This settlement consists of the Hospital bill for $4,418.16 plus $2,000 for pain and suffering. We have issued a check in the amount of $6,418.16 via overnight mailing which is scheduled to be delivered to you today.

Your receipt of the settlement check will finalize this claim. Please contact me should you have any further questions regarding your claim.

Sincerely,
*** *****
***** ********** ** *** ****** ********* ** *****
###-###-####
Fax: ###-###-####

8/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My car was damaged by hail early june 2014, they sent out an adjuster to look at the car and he gave an estimate around 3100 to fix the damages. I took my to a local repair shop and they came out with an estimate more than double what the adjuster came up with, 7500. Then state auto said another adjuster would have to come out to reach an agreement. The only problem is that state auto just ignored both mine and ****** **** ****'s calls. I had to return my rental car because of how long it was taking, state auto ignord them as well so I had to pay the 500 dollar rental fee even though I was approved for 600. After multiple calls to the agent with no replies I contacted a random agent through their phone service. This new agent fooled me for a second, told me he would take care of my issue and the other agents "works in another department". After about another month a I get a call saying that previous fender damage is on my car, which is true, and that he would mail out the rest of the money after fixing the numbers.He mailed out a check for 574.00...... so state auto is trying to say my fender cost around 3800 after the hail damage is fixed. I worked at a nissan dealership, I called my old parts manager, a brand new fender cost 265.00. That's without the cost of them taking out the dents caused by hail. The best part is my rates wete almost doubled if I signed a new contract with them even though they shouldn't be raised due to hail. This company is horrible, they'll smile to your face while stabbing you in the back.

Desired Settlement: Pay everything to fix my car, I already payed the 500 deductible with the rental car fee they should have paid.

Business Response: File has been forwarded to the appropriate claims manager for a response.

Consumer Response: youre going to sit on your hands for ten days and do nothing as usual.  Youre already three months past, you can do ten more days in your sleep

Regards,
***** ****

Business Response: This complaint was forwarded to the appropriate claims manager on 08/25/14 for a response.

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ######and find that this resolution is satisfactory to me.

Regards,

***** ****

7/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: State Auto Would anyone at State Auto come forth on behalf of good sense and cilizenship? I . In early May, I tried eversohonestly and dutifully to pay my insurance --- home and auto --- by tendering a check to MY INSURANCE COMPANY State Auto. No one can say I did not do that. Because I did. As usual, State Auto is making me the scapegoat. 2. The check tendered was on the belief that I would no longer be a client of **** ******. The relationship that you have with ****  is your business; I decline to be their client. Personally it sounds like a racket to me, the little I know. 3. I (naively) said that I was through with **** ******. Sometimes, things stick in your crawl after you've "let it be for a while. It was pointless to continue because they held hostility every time I tried to legitimately press State Auto to fulfill their commitment and/or to register customer dissatisfaction. **** just turned ugly. Really. Ugly and mean spirited. I was their friend, buried their mother. What on earth should they fear from me? 4. I tried to work this out with your "Agency Sales Consultant," and I might as well have tried to explain the difference between an albino skunk and a flying sailboat. 5. She denied my insurance -- read her letter!--- so I moved on with my life and bought insurance elsewhere. Time was running out. Who wouldn't have run to get insurance based on that letter? I wasn't about to waste hours to find another Agent when you are the problem, not me. You should have spent the hours getting me a new agent. 6. Now she doesn't know where my check is, or even what check I'm talking about. How can she not know that my check to pay the insurance is still floating around somewhere, or someone cashed it without telling me. I bet she could make one two-minute phone call and learn the entire personality and behavior profile of that check. You're the problem, not me. I want my money. 7. I'm not signing anything, I'm not contacting the ****s, I'm not going to try to work through any more of this jabber palaver bureaucratese. You're in error not me, you denied the insurance not me, you cash a check you should not have cashed, not me. 8. May I please have my check/my money back? I quit your insurance company weeks ago; you obviously denied me my insurance, and I moved on with my life. Now we have to play whack-a-mole the State Auto way and I pull the wagon. 9. I want the entire check/money back. I never gave authorization to anyone to cash it if ****s were still the prime players; and that letter never mentions that any insurance was ever purchased. It clearly suggests that it wasn't. So I go elsewhere --- no one had any business cashing my check, or to retain the money once I quickly informed the Agency sales Consultant that I had made the change and her letter ensued. A consultant that can't seem to understand the check writing system in American industry. 10. And why do you put up this false front so we have to try to force your hand. 11. You may remit me my money at this address. If the ****'s need to be contacted, your Agency Sales Consultant seems to me to be the obvious go-between. I announced weeks ago I was finished with the ****s. If they cashed the check, why? Who did and why? ........................................................................... FYO [] I was angered the way you invaded my home without informing me of what you were doing when my house was flooded a few years ago. I received your 'take a hike" response and I moved on. [] I resented your own employee when we agree my fender tap at the light did no damage, was greatly disgusted when she filed a claim for $500 the next day. The ****s did nothing, but act indignant that I even ask. I suspect my rates went up. I moved on with my life. [] I resented when you didn't provide a rental car several years ago. You never even reimbursed me for the terrible inconvenience. Absolutely no one would help me, it was late Friday afternoon. The ****s did nothing. I moved on with my life. [] I was victimized and traumatized by ********** ******** a couple of years ago. They held my car for an unreasonable twelve days, and they stole a lot of money. The ****s did nothing. Admittedly the other car was at fault, but I was sick, just out of the hospital and the ****s treated me like a criminal. I moved on with my life. [] **** Insurance needs a good talking too about being civilized toward clients, citizenship, and sick people. ******** *** ***** ******** **** ******* ****** **** ****** *** ****** ********* **** *****

Desired Settlement: I want the entire check/money back.

Business Response:

When this complaint was received on 6/24/14, it was forwarded to the appropriate person for review and response.  We do not have a telephone number or email address to contact the insured.  Our company person contacted the agency and the agency did not have a valid telephone number so the agent sent a letter dated June 25, 2014 to the insured regarding cancellation of his policies.  We are waiting for his reply to the agent.

I apologize, I forgot to respond when we received the complaint on June 25.

 

Consumer Response: Friday, 6-27-14, Today I went to my bank.
My insurance payment check was cashed in middle-to-late May, then the
insurance amounts were converted to my debit card. So my payment was
taken by **** ********* ****** as a debit card payment.
Entirely against my stated wishes. And certainly against my understood
wishes that they wouldn't even have access to my debit card. I sent a check
to State Auto, what's all this other fandango?
It was clear that my payment was tendered to State Auto on condition I no 
longer deal with **** ********* ******. It looks llke you're forcing me into
a business relationship I ought not be coerced into having.
I received a letter from **** (midweek). Since I have no reason to open it
I didn't. I sense it was bureaucratic wrangling that I never asked for.
I would like to have my money back in full, no bureaucratic strings
attached.
----------------------------------------------
BBB
I get the feeling that this inquiry is going through air and into ****'s
office. That defeats every stipulation since the beginning. I paid my insurance
bill like any respectable and law biding citizen and I continue to be trifle
against an Agency that does not treat their customers fairly. Why is the theft
always reverting back to the thief'?
I went to State Farm's office today to expedite things. I was annoyed that
the genuinely lovely ladies at the reception kiosk could not find me a party to
help me. I found out that the Agency Sales Consultant was at another building
close by. So I figured I would try to be as cooperative as possible and I set
out for her office (or her supervisor's). It was very hot (I'm not prone to good
works in such heat) and parking was a problem. It was also late in the day. I
came home.
Is there some way that we can get my complaint/claim to someone who
will not send it to the ****s? Someone who can operate independently or as
intercessor? This seems so un-business-like; why are my clear and legitimate
wishes being ignored and why am I not given escalated concern?
I have obvious reasons for this request. State Auto has no right to assume
something else.
-
*** *****
**** ******** ***** ***** *********** **** *****

7/7/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had 3 cars that were insured by State Auto Insurance and had my Insurance Agent add a 4th vehicle to the policy on 4/21/2014. The annual premium on the 4th vehicle is $1,047 per the State Auto Declarations Page. Then I requested that my policy get cancelled on 5/5/2014 after my agent found another insurance company with cheaper premium. State Auto scheduled the last auto debit on 4/21 for the 3 cars for $228.55 which paid for the period 4/6/2014-05/05/2014. The amount was the usual monthly premium. Then we were billed a pro-rated amount of $91.60 for adding the 4th vehicle. However, that amount is not correct. The annual premium on the 4th vehicle is $1,047. The prorated amount for the period 4/21/14-5/5/2014 (15 days) should be $43.62, not the $91.60. The calculation is $1,047/12months/30days*15days which comes out to $43.62. I spoke to my Agent since 5/19 in regards to this miss billing. They have been very responsive and trying to get an answer from State Auto but still no resolution. My Agent stated that she spoke to multiple State Auto Agents, and I spoke to one agent too. They all had different explanations. The first 2 State Auto Agents that my Agent spoke to stated that it was because my deduction date was setup on the 20th of each month, which means that I am 14 days behind on my payment. As a result, I need to pay from 4/21/14-5/20/2014. I have already switched to another insurance provider as of 5/5. Why should I be billed by State Auto from 5/5-5/20 when I already have another active policy? I wasn't insured by State Auto for that time period. They said if the deduction date was on the 6th of every month instead of 20th, then the pro-rated premium would be lower. Then I spoke to another State Auto Agent, Lynn on 6/18 at 8:54am. She said that the pro-rated amount is for all 4 cars. I corrected her and said that I have already paid the premium on the first 3 cars through 5/5/14 which was drafted from my bank account on 4/21 for $228.55. Then she corrected herself and said, "oh, that's right. It should be for the 4th car added to the policy." Then I explained to her the calculation. She said that she's not sure because she's not the Underwriting Department. I asked her to transfer me to the Underwriting Department. She said that I will need to speak to my Agent directly. I told her that I've been talking to my Agent for the past month but State Auto still hasn't been able to truly explain the premium and resolve the issue. Then Lynn said that she will send an email to the Underwriting Department to contact my Agent and myself. A day later, on 6/19 at 11:07am, I get call from my Agent stating that State Auto said that the pro-rated premium is for the period 4/25-5/5/14. I told her that if that's the case, then the premium should be even lower, because instead of a 15 days pro-rated premium, it should be 11 days based on this State Auto Agent. This is ridiculous. I don't think any of the State Auto Agents have a clue what they are talking about. 5 State Auto Agents gave 5 different responses. It's been over a 1 month since I have questioned this pro-rated premium, and State Auto has yet to resolve it. My time is valuable. This is just dragging out way to long.

Desired Settlement: State Auto needs to adjust the pro-rated premium by $47.98 to reflect the correct premium of $43.62 for the period 4/21-5/5. The calculation is below. The settlement amount requested doesn't even take into consideration the month that I have spent with my Agent and State Auto on getting this resolved. Annual Premium for 4th car - $1,047 Months in a year - 12 month Days in a year - 30 days Days for the period 4/21-5/5 - 15 days $1,047 / 12 = $87.25 $87.25/30 = $2.91 $2.91 * 15 = $43.62

Business Response: Complaint has been forwarded to the appropriate person for a response.

Consumer Response: business states that they have forward the complaint to the right personnel. I will wait for their response. 


Regards,
******** **






























Business Response: This complaint has been sent to the appropriate person for a response.

Consumer Response:  still awaiting response and resolution.


Regards,
******** **






























Business Response: We received this complaint on 6/20/14 and it was forwarded to the appropriate person for a response.  When I tried to respond to you on 6/20 to let you know we had received it, I got an error notice.

Consumer Response: Business stated that they got an error message when trying to respond back. Still waiting on resolution. 

Regards,
******** **

Business Response:

Response was sent 6/26/14 and the insured is satisfied with the resolution.

Consumer Response: I have reviewed the response made by the business in reference to complaint ID #######, and find that this resolution is satisfactory to me.

Regards,
******** **

6/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: State Auto insurance company insures ********** a concrete contractor that poured concrete drive (1 year ago) including approach/sidewalks, walkway to front door from driveway, the driveway goes along side of house and turns into a stamped and colored patio in the back of the house. The contractor poured the concrete against the house and over winter it lifted and damaged the entire length of the house from the front door lifting the brick and breaking away from the house all the way around the side and half of the back of the home where the patio ends (2/3s of the house). They sent me a check for $2800 covering part of the damage but in order to replace the damage the concrete must be removed in order to repair the damage which estimates have amounted to $25,204.41 to repair and replace just to get the home back to the condition it was prior to the damage that their insured caused.

Desired Settlement: I would like state auto to repair and replace everything that their insured damaged due to negligence. I have tried everything I can think of short of litigation. Their insured represented themselves as a professional concrete business, but someone who knew concrete would not pour directly against the house, State auto already paid a claim because their insured left the hose on in my window well and destroyed my basement the date the concrete was poured in may of 2013. $25,204.41 is the amount of estimates for repair and replacement to correct the negligent damage caused by their client and they should be required to make my home the same as it was prior to the damage caused by their insured.

Business Response: Complaint has been forward to the appropriate claims manager for investigation and response.

Consumer Response: Today is 6/11/2014 and have not had a response to date almost 10 days since complaint. 

Business Response: Before we could finalize our response to *** ********'s complaint we received a letter of representation from his attorney.  Since he has an attorney, we are no longer allowed to deal directly with *** ********.  All furture contacts and correspondence will be directed to his attorney.

6/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was involved in a accident with a State auto pict holder over a month ago. I've been handed off to several adjusters, and the adjuster here in *** ****** will not even call me back . The initial adjuster tells me I need to talk to that adjuster, that's impossible when I can't get him to answer the phone or call back, I feel I'm being put in a terrible cycle,and not being helped at all.

Desired Settlement: Settlement so I can fix my vehicle.

Consumer Response: The company called me and said they cannot talk to their driver and I can not get in touch with the adjuster in *** ******, I truly don't understand the procedures this company are using are correct! They call me about the complaint but do nothing to help me.
Regards,
****** *********





























Consumer Response: You can close the complaint as resolved

Business Response:

Your latest correspondence stated "You can close the complaint as resolved" so I am closing my complaint file.

Thank you.

 

Consumer Response:

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

I would like to close the complaint ##### as resolved 

Sent from my iPhone

5/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Automobile accident in which State Auto insured at fault caused damage requiring major repairs to my vehicle and injury resulting in need for prolonged medical treatment with ongoing expenses. Estimate I received for trade-in value for my vehicle was drastically reduced (>$6000 below several reputable market estimates) due to major repairs according to 3 dealerships including Make dealership. The repairs involved replacement parts not available as new product that externally appear normal however functionally are quite different from original part function. State Auto sent a proposal for final settlement of medical claims which I have not agreed to. I have requested reimbursement for medical expenses and for diminished value to my vehicle. Their representative response is that they view the repair satisfactory and will not contemplate diminished value claim.

Desired Settlement: Settlement to include reimbursement for diminished value and medical expenses.

Business Response: Correspondence has been forwarded to claims supervisor.

Consumer Response:

I have discussed the issues regarding unacceptable response from State Auto with *** ********* ********** at BBB and am in process of forwarding requested supporting documentation. My verbal communication with State Auto has been with *** ***** ******* ###-###-#### including on April 15, 2014.

Regards,
******* ********

Business Response: We have received the complaint and will direct to the appropriate department.

Consumer Response:

I have not heard from the company since this message sent. I am having a problem with the repair parts and returning to company that repaired vehicle for repeat repair. State auto's response is unreasonable. 

Regards,
******* ******** 

Business Response:

Claims supervisor called *** ******** this morning and got his voicemail.  A message was left advising him that the adjuster has an offer out to him to conclude his BI claim & asked if he has considered the offer & we are awaiting his reply.  Also advised him again that we do not consider he has sustained a diminished value to his vehicle, and as we have advised him previously, there will be no offer extended for diminished value. 

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

Consumer Response: 1. I have appointment to leave vehicle at body shop Monday May 12 because of fault with prior repair.

2. I have ongoing medical expenses and am unwilling to accept the $1000 BI claim that is being offered.
3. State Auto denial of diminished value is at odds with every dealership that I have consulted with regarding trade-in of my vehicle. 
State Auto is refusing to consider consumer loss and inconvenience. 

Regards,
******* ********

Business Response:

My latest email from our claims supervisor regarding this complaint states that State Auto has made its final offer on the BI claim of *** ********.  He refuses to share any information regarding the BI claim.  We have also advised him that there will be no offer for diminished value of his vehicle.

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

Consumer Response: I have shared information. I do not wish to share more protected health information than provided previously at this time as expenses are ongoing. I am taking pain medication daily for back injury experienced in related accident and doing physical therapy several days weekly.  I have also had to bring my vehicle in for additional repair involving replaced body parts.

Regards,
******* ********

5/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was involved in a car accident on March 27, 2014 in which I was rear-ended by an State Auto policy holder which left my only car totaled. It took me multiple days try and get in contact with the insurance adjuster that was assigned to my case. I made several phone calls and emails eventually I just spoke with a customer service representative that help me in obtaining a rental. I was then contacted by another insurance adjuster, *** *******, who is supposed to be handling my injury claim. I was sent Medical Authorization forms which I filled out an faxed back on 4/8/14 to *** *******. I was informed by *** that the hospital had not responded to her request on 4/16/14 but when i phoned United Hospital Center on 4/24/14 the hospital informed me that there was never a request to release my medical bills. When I called to speak with *** about this i received a message that she would be out of the office until May 5, 2014. I do not think this process should be this aggravating and time consuming when you are the party not at fault. I also have had to pay for my own car rental ever since April 14, 2014 which i find very wrong do to their policy holder was at fault in totaling my only vehicle that transports me to work and my daughter to school. I believe that State Auto should have to pay for the rental until you actually receive your check. Which I did not receive my check for my car until 4/25/14. I am still waiting on injury claim.

Desired Settlement: I wish to receive my injury claim check so that I am able to obtain a safe and reliable vehicle for my daughter and myself with a decent car payment, seeing as how my car was already paid off and very safe and reliable.

Business Response: We have received the complaint and will direct to the appropriate department.

4/22/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up with State Auto in March this year through ***** Insurance as my agent. My rep is ****** ***. I received a XCL notice that will be effective 4/29 on my Homeowners Insurance from State Auto stating they did not receive anything showing I was in compliance with my pool and my fencing. This is not true. I got an email from my agent asking for pictures of my pool and fencing around my house. I sent these to my agent the same day. It seems he did not send them to State Auto or they did not get them. No one from SA has contacted me directly so I had no idea they did not have this information. I sent everything they asked for. I cannot afford to loose my coverage on my house. I am in compliance with everything. I had to go through ** Codes to even have my pool approved and my fencing and I AM IN COMPLIANCE. Please, allow me to send the pictures of proof directly if needed to keep my coverage since my agent has not done it. State Auto also handles my AUTO Coverage. I had not idea State Auto did not have everything they needed. I was active with them for Homeowners since MARCH. How can you cancel me for something I did not know you had? How could you even sign me up if you did not have everything you needed at the time?

Desired Settlement: I need you to reinstate my Homeowners insurance and allow me to send you proof of what you need.

Business Response: Complaint was sent to appropriate underwriting manage for response.  Policy has been reinstated.

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ######, and find that this resolution is satisfactory to me.

Regards,

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



















4/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ******* ***** ***** ***** *** ******** **** *** ******** ***** ***** ********************* ***** ******* *** ** ********* ******* ***** **** ********* ********* ** **** ** *** *******

My complaint is against State Auto Insurance Companies, *** **** ***** ******* ******** **** **** * ***** ********* ***************** ****** ********* **** ******** *************************** ****** ******* ********** ***** ******* *****************

On Jan 2,2014, l wrote the CEO & President of Taco Bell & Yum! Brands RSC at **** ******* ******* ***** *********** ** *****
 to report that I cracked my tooth on a soft taco on 1/1/2014. 1 would like to
add that I wrote Taco Bell CEO & Yum! Brand RSC immediately after this incident happened. I stated
that I have always enjoyed Taco Bell and the staff but unfortunately on 1/1/2014 at 9:11 pm at Taco Bell
004362 I ate 2 crunchy tacos and 2 soft tacos but I cracked my tooth on a soft taco due to a piece of
bone in the soft taco meat I stated that I will make a trip to the dentist to get my tooth repaired before
my tooth became infected. I also stated that I need resolution on this matter as I was in pain now and
that I be contacted at *********************. I last stated I am seeking compensation for repairs for
my cracked tooth. In addition on Jan 7,2014, February 26 & March 13, made 3 visits in all to the Univ.
of Texas Health Science Center - San Antonio TX Dental School for screening, x-rays and fillings. This
was to get my tooth repaired before my tooth becomes infected. I was verbal informed by 2 dentals
students that it will cost me approx. $600 to repair and crown Tooth #14 - First Molar. I am seeking
compensation in the amount of $600 for repairs for my cracked tooth. Please see attachments for
proof. My UTHSCSA dental acct is # ##### to confirm my story. Again I need $600 to repair my
cracked tooth which was cracked from eating a soft taco and last I need the funds to place a crown for
my cracked tooth. I can be reached at 210-478-9661 for more information. I am placing a complaint
with TDI as I conclude that State Auto Insurance Companies & **** ********, Claim Adjuster are
being unrealistic in refusing to pay me $600 because I did keep the bone which cracked my tooth. I was
very upset what happened to my tooth and did not keep the bone which was the root of my problem. If
I had known that I would need to keep the bone which caused my problems, I would have kept the
bone.

Resolution Reauest
I am seeking compensation in the amount of $600 for repairs for my cracked tooth. Please see
attachments for proof. My UTHSCSA dental acct is # 1399377 to confirm my story. Again I need $600
to repair my cracked tooth which was cracked from eating a soft taco and last I need the funds to place
a crown for my cracked tooth.

Signed
***** *****
***********

Desired Settlement: $600 in dental bills

I am seeking compensation in the amount of $600 for repairs for my cracked tooth. Please see
attachments for proof. My UTHSCSA dental acct is # 1399377 to confirm my story. Again I need $600
to repair my cracked tooth which was cracked from eating a soft taco and last I need the funds to place
a crown for my cracked tooth.

Business Response: Complaint has been forwarded to the appropriate claims manager for investigation and response.  Complaint was also received from the TX DOI on 3/19/14 and a response was sent to the DOI on 3/20/14.

Consumer Response:

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

Hello.  I am still seeking compensation in the amount of $600 from State Auto Insurance Company who represents Taco Bell for claims.  I would like to add the attached document to accompany my complaint. This document is proof of what I am paying little by little for a cracked tooth which was caused by eating a soft taco from Taco Bell in San Antonio TX in 01/01/2014.  Please assist me with this matter.  Great day. 

***** *****

######

Business Response:

Per you request, please see the attached complaint and response to the Texas Department of Insurance outlining our handling of this claim. Please let me know if you need any additional information.

***** ****** **** **** ***** **********
State Auto Insurance Companies www.stateauto.com
** *** ******* ********* ** **********
Phone: ###-###-####  Fax: ###-###-####

3/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I used to be insured by State Auto (both home and automobiles). The policy used to be under my husbands name. Unfortunately my husband passed away on Dec.19, 2013. I called to notify the State Auto and request to transfer the policy to my name. A State Auto representative agreed with the transfer and told me I would be refunded with the premium of $130 which covered my husbands insurance. I never received the $130 refund. In the meantime, I shopped for cheaper insurance plan because I am a housewife and could not afford the high price insurance State Auto offered. I found ***** **** and switched my home and auto insurance from State Auto that took place Jan. 10 for the home insurance and Jan. 14 for the auto insurance. ***** **** notified State Auto on my behalf. When I called State Auto I was told that I would get pro-rata refund of $68 for the home insurance and $378.52 for the auto insurance. Last week I received only a $68 check, but not the $130 and $378.52 checks. Yesterday, I called State Auto to ask why. The representatives (First a female and then a male) told me that I would not get the refunds because my husbands last monthly E-payment of 484.88 on Jan.3, 2014 was not for the coverage of Jan 3, 2014 to Feb. 2, 2014, instead it was for the previous month. Also, the male representative told me this back payment of one month behind happened in August 2001 when my late husband skipped one month payment and then told me to check my husbands bank record. I said there is no way I can check my deceased husbands bank record more than 12 years back. I also pointed out that we only switched back to State Auto a few years ago because the other insurance company (I do not remember the exact name of the company) we were with for quite some times raised the premium without notifying us in advance and my late husband didnt like that and switched to State Auto. The male State Auto representative said that was the document shown in front of him.

Desired Settlement: A check for the promised amount.

Business Response: ******** *** **** ********* ********** *** **** ****** *** ********* ** ********** *** ********* ** ******* **** *** *** *******

Dear *** ***********

I am responding to the above complaint for **** ***.  The policy renewed effective 1/4/14 to 7/4/14 in the amount of $3511.51. An endorsement debit in the amount of $17.10 was processed going back to the prior policy term effective 12/20/13 when ****** ***** was removed and there driver changes made between vehicles. A credit endorsement was processed effective the 1/4/14 renewal date in the amount of $130.13 removing ****** on the renewal and additional driver changes made between vehicles. The new 6 month premium is $3381.38 plus the $17 from the prior term is due.

The policy was set up to pay their premium by E-Pay, our electronic funds transfer back on 6/22/01 and they chose the 1st as their deduction date. State Auto attempted to deduct $580.67 from *** ****'s account on 2/1/14 for the 1st installment of the renewal term, however; the payment was returned by the bank because the customer stop paid it.

The policy cancelled effective 1/14/14 and *** **** owes State Auto $202.15 for coverage provided up to the cancel date. An invoice will be mailed to her soon.

If you have any further questions regarding this policy please contact me at ###-###-####.

Sincerely,
**** *******
Customer Service Representative

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

Consumer Response:

My husband was the sole owner of the E-payment bank account and he was the insured by the Stat Auto until he passed away. I have no knowledge of the contract between the State Auto and him. After I was appointed as the executrix of his estate on January 23, I was able to look through part of November, 2013 to January of this year’s bank record and I found out he had already paid State Auto on January 02 of $484.83.  Since I had already switched to ***** **** on January 14, I had no reason to keep the bank account open.  Whether this one month back payment is fact or not, we have to wait for the ******** Department of Insurance to do the investigation. I just filed the claim through them a few days ago. They may have the authority to look into his bank account far back. I don’t.

Regards,
**** ***






























Business Response: ******** *** **** ********* ********** *** **** ****** *** *** *** **** ** ********** *** ********* ** ******* **** *** *** *******

Dear *** ***********

I am responding to the additional correspondence for **** ***. As she states the auto policy
was originally in the name of ****** * *****. Coverage was being provided for a 1*** ***** ******* **** ********** *****
and a **** **** *****. **** *** was listed as one of the drivers
on the policy up until the name change was made on 12/20/13, changing the narned insured to
**** ****

The 1/1/14 payment that was deducted from the customers bank account was the last
installment to pay the policy term 7/4/13 to 1/4/14. The fact as she states, "she did not have
access to *** *****'s bank account until 1/23/14", does not negate that coverage was being
provided to those vehicles and all drivers listed on the policy, and that State Auto will charge for
this coverage until 1/14/14 when she cancelled the policy. We attempted to deduct $580.67 on
2/1/14 for premium towards the renewal dates of 1/4/14 to 7/4/14 and that payment was
returned by the bank. State Auto will be sending an invoice for $202.15 for coverage provided
up to the cancellation date of 1/14/14.

If you have any further questions regarding this policy please contact me at ###-###-#### ext.
####

Sincerely,
**** *******
Customer Service Supervisor
*** ****** ***** ** ***** **

Consumer Response:

The bank record showed the last date of $484.83 was posting on January 03, 2014. As I have already stated in the previous respond, I do not have the authority to look into his account far back to 2001 as suggested by the State Auto employee on the phone.  I am waiting for the ******** Department of Insurance to do the investigation.  Here is its first correspond to my complaint.

Please see the attachment.


Regards,
**** ***





























2/18/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My husband and I cancelled our Homeowners policy with State Auto on 12-12-13, and have YET to receive our refund check! I have made numerous calls, and just keep getting the run around and Im fed up. I have NEVER received such terrible customer service in my life. I already filed a complaint with them, early January and obviously did not help. I have been told different things when I have called. Ive been told that our check was mailed on January 15, 2014. I have also been told on a different call my check was mailed on january 22nd. Still NO check, on Feb. 5th! I have received 2 cancelation letters but no check. In addition I sent an email to the Agent (the branch Manager),at ***** and ****** in Dayton and never even got a response back to my email. Im also upset that our premium for Homeowners went up without even telling us, they just took it out of Escrow with no letter that it increased in October of 2013. I found out by looking at our Escrow Detail on our Mortage Statement. A $200 increase is ridiculous without notice! That was the reason for canceling in the first place. I will make sure to tell everyone I know not to insure ANYTHING through State Auto

Desired Settlement: Just want this made right

Business Response: Complaint has been forwarded to the appropriate department for investigation and response.

1/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was involved in a car accident with a State Auto Insurance policy member back on December 13th. Prior to New Years Eve, the company accepted fault for the accident and was to pay my medical and car bills paid as a result of the accident caused by their member. State Auto sent me multiple medical forms that were very confusing on January 2nd, 2014. After reviewing the documents with several family members none of us could figure out how to fill out the forms. I began calling my assigned claims representative at State Auto, after this date. I left several messages and my calls were never returned. After a 5th message, my claims rep returned my call and left a very rude voicemail on my phone stating that he could not hear my claim number and needed me to call him back. Since that date I have called the insurance company several more times, and no one picks up, nor do my calls get returned. Yesterday I spoke with customer service. The representative was unable to connect me with a single claims representative to help me and escalated it to a supervisor at my request. I was told they would immediately call me back. Here we are over 24 hours after the fact and I have no call back from said supervisor or the representative to which I was assigned. The forms are time sensitive and if they are not filled out correctly and sent back by a set date, they are not honored. This is terrible practice considering this company feels no need to return calls.

Desired Settlement: I need this company to return my phone call to assist me with these "time sensitive" medical forms that they require to finish out my claim and so that I can be reimbursed for my medical bills. Considering they are fully at fault for this accident, and have accepted this in writing, they need to be available to answer questions regarding their paperwork.

Business Response:

Complaint has been forwarded to appropriate claims supervisor for a response.

 

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID #########, and find that this resolution is satisfactory to me.

Regards,

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




















1/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Insurance company is not honoring my contract for a total lose. State Auto insurance contracted us to insure our home and it's contents. Our home became a total loss due to a fire that occurred on 3/31/12. After 8 months of suffering they paid on the dwelling. It's has been almost 2 year later,(21 months) since the date of our loss and they still owe us $103,249.78 for our total content loss that was in the dwelling along with a theft claim of $20,438.64. While we were homeless, our barn was robbed. We want our total payment of $123,688.42. We have suffer enough since the fire, and just want to put this situation to an end. We only want our contract fulfilled so we can have closure.

Desired Settlement: We want our total loss of $123,688.42 to fulfill our contract and to able to replace our losses.

Business Response: ******** ****** * ***  ****** ******** ****** ***  *******

I represent the respondent in the above referenced Complaint. As noted in your email
providing the Complaint, there are, in fact, two sides to every dispute, and I write to
provide the respondent's position with respect to the complaints made by the insured.
There is no doubt that a fire loss occurred on March 31, 2012. However, the
respondent's records do not reflect the submission of claims for the remaining contents
loss identified in the Complaint or claims related to the theft from a barn, also identified
in the Complaint, until at least October 1, 2013 - more than 1 1/2 years following the fire.
Immediately upon receipt of the additional claims from the insured, the respondent
issued a reservation of rights letter, and subsequently made a document request and
request for an examination under oath, all as provided by the policy. That examination
under oath was taken on December 3, 2013, where all of these issues were discussed
with the insured in great detail.

I am attaching the body of a letter (with identification information redacted) which sets
forth the request for documentation and the examination under oath. When the insured
appeared for the examination, several of the items that were requested were not
provided. At the examination under oath, the insured did not produce the following:

1. The police report - In the examination under oath, he indicated he did, in fact, file
a report. (P. 15, L. 17-25). The respondent did follow up on other information
obtained during the examination under oath, and it was determined that the only
report filed with respect to any theft of property was filed when the complainant's
father believed he had located a mower which had allegedly been stolen. It
turned out that this was not the correct mower.

2. The insured was requested to bring information about a Jeffrey and/or Randy
Lewis, whose name appears in some of the replacement receipts so that a
determination could be made as to whether this person was entitled to coverage.
At the examination under oath, the insured indicated he did not recall either a
***** ***** or ******* *****. (P. 13, L. 25 - P. 14, L. 9).

3. The insured did not bring photographs. Rather, he testified he had not looked for
any photographs that might show contents in the barn. (P. 20). These were
requested as late filed Exhibit 5 to the examination under oath, and still have not
been provided. (P. 20, L. 22 - P. 21, L. 6).

4. The insured did not bring any receipts for items from the barn that have allegedly
been replaced. (P. 28, L. 12-20). This was specifically requested under
document request No. 4, and has been requested as late filed Exhibit No. 7 to
the examination. (P. 29, L. 1 1-20).

5. The insured did not bring any photographs of the house, which may have shown
personal property, also as requested. These were made late filed Exhibit No. 8,
and have yet to be provided. (P. 29, L. 22 - P. 30, L. 11).

6. The insured cannot provide complete information about the preparation of the list
of items that was taken from the barn. He did testify that it was only prepared in
the "couple of months" before he notified the respondent on October 1, 2013, but
he could not recall who prepared the list. This information was supposed to be
provided as late filed Exhibit No. 6 to the examination (P. 23, L. 7-24), but has yet
to be provided.

7. The respondent had requested that the insured produce all documentation
evidencing replacement of any items following the fire. The receipts he did
provide were placed on a spreadsheet by him (P. 14, L. 22 - P. 16, L. 6; P. 28, 1.
4-1 1). He used Excel, and these replacement expenses totaled $30,620.85.
But, he stated that this was not all of the expenses, but he could not even provide
a 'guestimate" as to the amount that had actually been spent in repair or
replacement of property. This was specifically requested. (P. 31, L. 2 - P. 32, L.
10).

Additional documents were requested, and the insured was told how to provide these in
an effort to reach resolution of his claim. I will discuss this below. But, it is important to
point out at this time that the insured admitted that, before October 1, 2013, he had
never given a list of any property that was allegedly stolen from the barn to anyone with
the respondent. (P. 24, L. 3-6). Even after this October 1 disclosure, a representative
of the respondent requested that he report the theft claim to his agent or through claim
central. This was done by letter dated October 9, 2013. As of the date of his
examination under oath, he had not made that report. (P. 43, L. 15 - P. 44, L. 9).
Obviously, questions were posed to the insured about whether he had ever told anyone
with the respondent of this theft. He believes he did, but cannot identify even the
gender of the person with whom he spoke, and acknowledges that, if he did, it would
have been only a verbal report. (P. 18).

Regarding the claim for remaining contents items, this was basically a list of items that
the insured claimed that ********* a contents speclalist, did not consider. However, the
insured 'admitted the items on the list of items ******** missed were never submitted to
State Auto. (P. 38, L. 11-21). He acknowledges he does not ever recall even
discussing with the respondent the list of inaccuracies prior to sending his October 1,
2013, letter. (P. 37, L. 2-9).

So, from the prospective of the respondent, it is quite unfair and incorrect to state that
these claims have been pending since March 31, 2012. Rather, from the respondent's
prospective, these claims have been pending only since the receipt of the insured's
October 1, 2013, letter. In his Complaint, the insured indicates he only wants his
"contract fulfilled." That is what State Auto is attempting to do, through the requested
documentation and through the examination under oath.

POTENTIAL RESOLUTION
At the conclusion of his examination under oath, the policy language was explained to
the insured, although he was represented by counsel. It was explained to him that, in
order to recover depreciation, it was necessary that he demonstrate that he had spent
more than the actual cash value payments made by the respondent.  At this time, the
respondent's records revealed a payment of over $115,000.00 towards contents. The
replacement cost receipts, according to the insured, only totaled $30,620.85. This was
pointed out to the insured, and he was requested to provide, again as a late filed exhibit,
a proper claim with all the necessary documentation and information concerning the
claims for recoverable depreciation. The insured was specifically advised that the
respondent would review that, and would make a determination as to the whether any
payment was necessary (P. 33-34). This was requested as late filed Exhibit No. 9 (P.
35, L. 3 - P. 36, L. 3). It has yet to be produced.

With respect to the inventory items allegedly excluded from ********'s list, it was
explained to the insured that he needed to be as specific as possible, and produce any
photographs or receipts that he may have, or even something like owner's manuals.
This was made late filed Exhibit No. 10, but has not yet been produced (P. 40).
Finally, the insured was requested to produce documentation of any items from the
alleged theft loss to the barn that had been replaced. Again, this has not been
provided.

The respondent's proposed plan of resolution is to get this information in, analyze it, and
if necessary, meet with the insured, or any other insureds who may have assisted in
preparation of the claim, and then make a final claim decision. At this point, the
respondent stands ready to receive and analyze these materials and proceed with any
additional investigation and questions as soon as possible. When all of the above
information is considered in light of the insured's own testimony, it becomes clear that
there has been no delay in handling this claim and State Auto is working diligently to
resolve the claim.

Most recently, the named insured has requested that he not be directly involved in the
claim, and that all communication go through his father. We certainly have no problem
dealing with the insured's father, as he requested, but as an insured, he must comply
with his responsibilities under the policy. Therefore, any knowledge that he has, and
any documents that he has, must be provided.

We thank you for your report, and trust this letter addresses the questions you have
posed.
Sincerely,
******* ******* ******* ******** * ******* **** ***** ** ******** *******
Enclosure: Letter to Insured

12/20/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: May 2013 storm damage to home. State Auto adjuster inspects and covers partial roof replacement. I request independent inspection and receive report of no damage. No explanation from State Auto beyond receiving the report and copy of my policy. All interaction from adjusters is adversarial.

Desired Settlement: Explain my policy and dispute process. After all I have been a loyal customer for nearly 20 years. I would expect State Auto to execute at some level of customer care which to date has not happened.

Business Response: 11/6/13 claims supervisor spoke to Mr. ********.  After the conversation, the insured is still not happy with his claim.  We are awaiting his next move.

Consumer Response:

Received call from State Auto adjuster ***** ******* in response to my complaint.  Mr ******* has been uncooperative in explaining the claims process and makes it obvious through his tone and lack of professionalism when each time he speaks with me.  Mr ******* on 11/6/13 called in response to my BBB complaint at which point I advised my email and phone call to State Auto customer service had not been responded to and I simply want to know my options to dispute the rejection of my claim. I had also received a check from State Auto c/o Mr *******/***** ******* in June 2013 for my claim prior to my house being inspected by a State Auto consultant engineer. I can only infer the check was sent in a hasty attempt to settle my claim as when I called and asked for an explanation back in June Mr ******* laughed my off the phone and Mr ******* was completely evasive. Shortly afterward State Autos consultant engineer inspected my house and noted only aesthetic damage which did not interfere with the functionality of my roof (which I dispute). The problem remains State Auto will not tell me how to proceed with the claims process when this situation arises. I still have a check which was sent to me in June. State Auto will not explain the contradiction as to why I was sent a check for damage when the consultant hired by State Auto suggests no storm damage which impairs the function of my roof.  I see the response from my original BBB complaint submission from State Auto is something to the effect "not resolved see what the next move is". The issue is not resolved because State Auto does not want to resolve.  


Regards,
**** ********






























Business Response: Additional information has been forwarded to the claims manager for review.

Consumer Response:

As of today 11/20/13 I have not received communication from the claims manager regarding my complaint. 

































Business Response: The rebuttal has been forwarded to the claims supervisor for a response.

12/16/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My vehicle was involved in an auto accident on 17 OCT with a client of State Auto. Claim###### was created for this event with State Auto and Claims Adjuster **** *****n. I (the injured party/claimant) completed my requested auto repairs at a facility which is a direct bill for State Auto on 21 OCT. Despite several attempts to contact *** ******, his supposed supervisor *** **** **** and their customer service desk, I am still left injured and with an unsafe vehicle. *** ******, nor *** **** have responded to requests from myself nor my auto body repair facility, in both writing and via voice mails since initial contact was made 18 OCT. I am currently left injured and with a vehicle that is unsafe to drive as per the analysis conducted by the body shop. I fear that by operating the vehicle I am putting myself, my family and other drivers at risk. I need to ensure *** ****** and *** **** revives the supplied documents immediate so as to avoid an unnecessary accident/incident.

Desired Settlement: I would like a new claims adjust provided to me so I can complete my repairs in a timely manner. I need a signed letter of apology from *** *****s supervisor stating why *** **** and *** ****** refuse to contact myself and their body shop as per their agreements.I need my repairs cost funded for my vehicle, as provided by the approved body shop (which has been sent to State Auto) within 24 hours of receipt of this message.

Business Response: This complaint has been forwarded to the appropriate claims manager for a response.

Business Response: Claims manger responded to complaint on 11/1/13.

Consumer Response:
I have not been reassigned a new claims manager as I originally requested. I have also not received a response to my question concerning State Auto's policy as per *** **** ****** and *** ***** **** "that all repairs must start on a Monday". This statement has been supported several times, in writing, by *** ****** as well as *** **** despite any official policy stating as such. Additionally I sent several notifications to them stating that I could NOT start my repairs on their chosen date due to previous engagements and they both refused to update my rental agreement. I am requesting to see that policy, from State Auto, in writing, stating that all repairs MUST start on a Monday despite any and all other factors. If there is not such a policy, I request an explanation as to why *** ****** and *** **** refused to accommodate my circumstances and update my rental agreement to to reflect a new date.

Normally I would be more than willing to work with someone to complete a task that is convenient for all parties involved but *** ****** and *** **** have demonstrated that the only way to ensure I receive any response from them is by involving a third party. I informed *** ****** and *** **** several times I am willing to work with them on their required start date for repairs, though I have been unable to meet their "Monday only" start date thus far. This pattern of disrespect and complete disregard for my safety, as well as the safety of my family is utterly unimaginable. I am still in possession of a vehicle not fully repaired, under no fault of my own, a full four weeks after State Auto's client struck me.

I have also not received my repairs reimbursement check yet despite their claim it was processed on 24 OCT and as such could not start my repairs on Monday, 04 NOV nor Monday 28 OCT. I am now faced with not being able to start my repairs on Monday 11 NOV either as it is a U.S. Federal Holiday and will have to endure a full 5 weeks (+) of an incomplete repair and unsafe vehicle operation.

Regards,
******* **********






























Business Response: 11/8/13 claims supervisor responded to *** **********'s concerns.

Consumer Response:

Based on the attached emails State Auto is continuing to provide false and misleading information to me in an effort to, as they put it, “[avoid] additional expenses would be past to anybody” as opposed to what is convenient  to myself and the body shop’s availability. They continue to say a rental will only be provided for four calendar days, regardless of how long my actual repair takes to complete. Furthermore, State Auto has still yet to have a check for the repairs delivered to me after (nearly) a month.  

Based on my emailed artifacts, a clear case of miscommunication and severally delayed responses is evident and I have no faith in State Auto complying with the duties until this BBB compliant has been completed, regardless of their legal or ethical responsibilities.


Regards,
******* **********






























Business Response: I will once again forward this complaint to the appropriate claims supervisor for consideration.

12/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I made an payment of $323 in october and another payment in october $100.00. I received a cancellation in October stating a payment was not received and I have payments from my checking account that a payment was made. State auto sent a notice to MVA stating cancellation of insurance, once I contacted state auto they said it was canceled because my payment was late, but they cashed my funds and did not send the money back requesting more money. I reviewed their policy and did not locate in their terms that if a payment was made they will accept funds and cancel terms. I am looking for this issue to be resolved ASAP. I contacted state auto in reference to a breach of contract and to date no one responded.

Desired Settlement: A refund for breach of contract or deduction off of my policy.

Business Response: This complaint has been forwarded to the appropriate department for a response.

11/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been trying to resolve a water damage claim since July 19, 2013. As of today, October 22, a satisfactory resolution has not been reached. The adjuster continues to give reasons why the claim has not be resolved ranging from "someone will contact me" to "we are still investigating," and nothing is being done. My AC/Heating Unit was damaged and there is no heat in the home. I suffered through the hottest part of the summer with no air. There is damage to the ceiling and walls in the basement. This includes mold growing in those damaged areas. Evidence of water damage and estimates have been provided to the adjuster. The adjuster continues to delay resolution of the claim. I have worked with the adjuster and provided everything that I can provide. My premiums are paid through a mortgage company. I expect State Auto to honor the policy and pay the claim.

Desired Settlement: I would like State Auto to honor the evidence provided of the water damage by paying the claim so that I can replace the heating unit and have the mole removed prior to any health issues. There are also other issues which needs to be addressed as well as suspected profiling issues.

Business Response: This complaint has been forwarded to the appropriate claim manager for a response.

10/8/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had my first accident after 40 years of driving. I have been with this company for 40 years either on my parents policy or my own policy.I thought that I would get at least the blue book value of my car, but, they say that they don't make you whole again. I would like at lest the blue book value of my car. Not some figures they have manipulated to look like they are giving something which they are not. My claim number is av ******
************ adjuster. With stat automobile mutual insurances

Desired Settlement: I would like the blue book value of my car I have put over 2,000.00 in the car to keep it in tip top shape since November of 2012 not routine maintenance as they are trying to say

Business Response: Complaint has been forwarded to the appropriate claims supervisor for a response.

8/26/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We have been trying to resolve a roof damage claim since June 6, 2013. As of today, Aug. 13th, a satisfactory resolution has yet to be reached. Due to the continued opposition from the adjuster, we are experiencing additional damages to our roof, ceiling & walls. This includes mold growing in those damaged areas. Evidence of hail and storm damage has been provided to both our agent and the adjuster. The adjuster continues to dispute the findings and is creating opposition for a full roof replacement. We refuse to pay multiple deductibles to make multiple "minor" repairs, when hail and storm damage is evident and a full roof replacement has been deemed necessary. We have honored our part of the deal by paying our insurance premiums in full and on time. We expect State Auto to honor their end of the deal.

Desired Settlement: I would like State Auto to honor the evaluation provided by a professional roofing company by replacing the roof on our home. There are several other issues that need to be addressed as well concerning their customer service, or lack there of.

Business Response: Complaint has been forwarded to the appropriate claims supervisor for a response.

8/26/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: DENIED ROOF CLAIM # **********-07/10/13 A major storm hit our neighborhood. It damaged roofs, downed trees, downed power lines and uplifted several trees (one in my yard). It caused major damage to my roof. Some shingles are missing, lifted up and the flashing is torn and flapping on the chimney, and the roof needs replaced. I contacted my insurance company, State Auto, to make a claim. They denied the claim stating that the roof was improperly installed and the flashing on the chimney was also done wrong. The adjuster stated that the persons putting the shingles on angled the staples improperly causing the shingle to come up. He states if they were angled straight down, this would not have happened. Not sure how flashing around chimney was done wrong, it was not explained to me. This is crazy. They didn't have a problem in accepting insuring my house and accepting my insurance premiums for years. The same builder built the next 2 houses beside me. When they contacted their insurance companies, neither neighbor had a problem and their insurance companies replaced their roofs. If there would have been a problem with the roof installation, I am assured that they would have had the same problem, because the same builder built all of the houses. My 3rd neighbor down had a different builder, and he contacted his insurance company and they replaced his roof. This is a case of State Auto Insurance Company not wanting to fix my roof. State Auto is looking for ways and "grasping at straws" just not to pay my claim. If State Auto is doing this to me, how many other customers are they doing this to. Maybe someone needs to investigate State Auto's practices. This is totally unfair, unjust, and unacceptable. The 2 options that I have for them are as follows: #1 Replace my roof, or #2 Refund all my premiums paid to them, and I will fix the roof myself and find a new insurance company.

Desired Settlement: The 2 options that I have for them are as follows: #1 Replace my roof, or #2 Refund all my premiums paid to them, and I will fix the roof myself and find a new insurance company.

Business Response: Complaint has been forwarded to the appropriate claims supervisor for a response.

5/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This complaint is to inform you of incomplete investigations, lack of prudent evidence, and victimizing consumers by raising premiums without justifiable reasoning. My State Auto adjuster **** ***** acted in bad faith to charge me with fault in an accident that was not properly investigated. I have the right to dispute incomplete or inaccurate information, especially when it affects my premiums, and my record. My accident involved my car being hit while parked unoccupied in a legal space. My car was hit by a train as there were tracks there. NO sign, parking bumper, or warning that the tracks were there. I was found at fault, and charged an increased premium. They came up with 3 seperate reasons for charging me for fault, a different and new reason each time I disproved the reason prior. This accident has been repeated more than once. This perfect storm of circumstances is just being swept under the rug, and the customer is being blamed. I dont know why I have had to investigate my own claim, but this is raising my premiums and all I am asking if for the correct party to be charged at fault. I dont know if this is out of laziness or lack of wanting to submit a subrogation package. The management dont seem to care at all, all they seem to want to do is argue, and not really look into it. It is almost like they dont really care if they keep customers or not. Customer service is not State Autos strong suit I guess. State Auto doesnt seem to mind taking my money, but they dont want to fairly report fault, and subsequently subject me to increased premiums with an improper, and incomplete investigation. I have a feeling that I am not the first or the last person that has been victimized by a company that I pay premiums to protect me. Instead it seems they only want to inflate my premiums.

Desired Settlement: Properly investigate claims from start to finish. My "at-fault" accident was not my fault, and my premiums are now affected for the next 3 years.

Business Response: This complaint has been forwarded to the appropriate claims manager for a response.

5/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This was the first and the worst experience that I have ever had with an insurance company. I paid your company to provide insurqance for my home and you did not. This is why I am no longer your customer. Your company is not represented very well by your claim handler (**** ********). I will take a few moments and tell you what I did experience with your wonderful company claim handler.

He was very quick to arrive to check the damage to my ceiling and roof. He wanted to look inside my home first. There were three places in my ceilings where it was leaking in two different rooms (My son's bedroom and the Dining Room). He took pictures and measurements of both rooms and agreed that both ceilings were leaking. Then he went outside to look at the roof. When he had finished inspecting my roof, he said that there was nothing wrong with my roof. I asked him how the ceiling was leaking if the roof was okay. His response was he did not know. He said he could do a claim for the inside damage but not the roof. I asked him how I was going to keep it from leaking again. He said "If it was me I would hire someone to clean the pine straw off the roof and wait until it rained again and see how bad it got." I hire someone twice a year to clean my roof, once in the spring and then in the fall. Speechless is an understatement not to mention very angry.

I do not know if he took me as ignorant in the subject of roofing but he is the IDIOT. Then I called my insurance agent (******** *********) and explained to him what happened. He sent a contractor to my home to inspect my roof. The contractor reported back to *** ******** that my roof did have hail and wind damage. *** ******** had your claim handler come back and look at my roof again. SURPRISE  he said the same thing, no damage.

I have since replaced my roof that had four rotten places, with no help from your company. This leaves me with nothing good to say about your company. With my job, I am in constant contact with people worldwide and I have and will continue to advise everyone that I speak with of this horrible experience. I am sure that this from me is of little concern to you but I also know you are aware of how word of mouth travels and can be detrimental. I will also be advising the BBB and sending a copy of this letter to our insurance commissioner. I will also be going online to let everyone know what happened and how I rate your company. It will depend totally on you whether or not the rating will be changed.

Any company can have a pledge but has anyone with your company ever read it?

I am sure that I am wasting my time sending this to your company but on the whim that you do have an employee that care I am taking a chance. I have one question I would like an honest answer. Can someone please explain your claim handler's actions and answers? I will be interested in your reply.
**** ** ***** *** *** *** ******** *** ***** ****** ****** ******** ***** ************ * ****** * ******     **** ************

I have enclosed a copy of my bill for replacing my roof. I do expect to be reimbursed for replacing my roof. I paid my insurance on time and I expect to be treated fair. It is not my fault that you have employed an IDIOT.


Desired Settlement: I have enclosed a copy of my bill for replacing my roof. I do expect to be reimbursed for replacing my roof. I paid my insurance on time and I expect to be treated fair. It is not my fault that you have employed an IDIOT.

Business Response: This information has been forwarded to a claims manager for a response.

4/29/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I accidently hit the driver's car in front of me on 12/11/12. The light had turned green and we both started moving but for some reason he stopped suddenly and I hit him. I was surprised how hard I rear ended his car.I did not see much damage to his car but my car was losing fluid. The policeman had me drive a couple of blocks to my mechanics lot and I left my car.

I have a **** ****** * ****** the next day he told me I had a cracked radiator and grill that he would not be able to replace. I had to take my car to a body shop. The owner wrote a estimate of repairs. State Auto never sent a adjuster to look at my car. They agreed to pay the body shop minus my $1000.00 deductible.

After about 2 1/2 weeks, my car was repaired and I paid my deductible and drove home. When I was less than a mile from home, my oil light came on. My husband checked the oil and it was registering low so he put a quart in. He checked the level again and it was up at the middle mark. I drove to work the next morning after going about 2 miles, my car started to slow down. I immediately pulled off the side of the road and turned my car off. I had my car towed to my original mechanic. He called my and told my my engine had seized up.

I called my agent and he called State Auto. They said it would be still be under the claim of my accident. State Auto did not send out their adjuster or talk to my mechanic. My agent told me that State Auto thought it was due to maintenance and they would not cover anything. And I could take my car to another shop if they had a diagnostic machine, which my original mechanic did not. I had to tow my car to the 2nd shop and paid for the diagnostic test and manual inspection. The owner of the shop told me that the diagnostic test would not show if this was a oil problem. The adjuster did come out this time. He did not see any damaged to engine and he told the owner of the shop, he would write up that I needed a new engine. My claim was still denied due to maintenance and wouldn't call me.

Desired Settlement: I would like State Auto to either pay for a new engine or to total out my car as a complete loss and pay me the value of my car. I also want to be reimbursed for my two tows and the bill at both of the mechanics. I also never leased a rental car when the original accident happened and have had to have my son and my husband drive me to and from work for over a month which has caused a great inconvenience to them because they do not work any where near the place I work at.

Business Response: Insured's complaint has been forwarded to the appropriate claim supervisor for a response.

Consumer Response:



The appraiser from Claim Solutions did not leave a report at ******** **** or send a report to me.  The only I have in writing is from ******** **** stating that is impossible to assess  if the damage to the engine was caused by the accident or not. Also, I asked ***** from ******** **** if he was a certified jaguar mechanic.  He said he is a certified mechanic that works on jaguars . There is no such thing as a certified jaguar mechanic.  I also want to point out for the last time that neither ***** ****** ********** or **** * *** **** helped to evaluate the problem with the their adjuster as ***** ****** said in her letter.  The handling of this accident claim was a complete disaster.
***** ****** should of sent a adjuster to **** * **** when it first happened.
State Auto never wrote to me to inform me that they were not covering my engine. And lastly, ***** ****** should have returned my phone calls.  Now alI I am getting is a story that keeps changing and outright lies that are contradictory to my written documentation from ***** ****** ********* and ******** ****. I am so tired of State Auto trying to deny my claim and may I say they are doing a lousy job of backing up their theirs. If ***** ****** ********* and ******** **** helped them with their decision, where is their written documentation from these two companies.
*****  *********


Business Response: The additional information has been forwarded to the appropriate claims manager for a response. 

Business advised in letter to consumer that vehicle needed to be taken to a Jaguar repair specialist for independent evaluation as to whether the engine failure was related to the collision or if the collision repair facility made a mistake which led to the engine failure.  

Consumer Response:


I am having my jaguar towed to ********* ****** on  4/11/13
I will you their findings 
***** *********

3/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I experienced extensive wind damage to my roof. Missing shingles, broken tabs and more loose shingles/tabs just waiting for a good wind to blow them away also. My insurance agent contacted State Auto Insurance and they sent an adjuster to my house. The adjuster went solo on the roof and then examined the water damage to the ceiling in the master bathroom. She notified me a few days later that the cost to "repair" all the damage was $810.00. As the amount was Below the $1000.00 deductible, she informed me she was closing the claim.

I had two professional Contractors come to get started with the repairs and they each told me I needed to go back to State Auto and ask for a second adjuster to come out and do the inspection as the first not only missed a lot of the wind damage, but failed to notice or mention the extensive hail damage. The two contractors stand ready to meet the adjuster and compare their findings to what the adjuster may see. It's the contractors professional opinions that the roof needs to be replaced. They estimate the roof as being approximately eight years old.

Based on the word of the first adjuster, State Auto steadfastly refuses to have a second adjuster visit my premises for a second opinion or to meet with my contractors. I truly believe I am not getting the service for what I am paying. Their refusal to do a second appraisal is arbitrary and capricious.

Desired Settlement: As it's the professional opinion of a General/roofing Contractor and another Roofing Contractor that the roof on my house is not being protected from weather, it requires, as a result of the wind and hail damage, I want State Auto Insurance Companies to reimburse me the cost (minus my deductible) of replacing the roof on my house. At the very least, I want ANOTHER adjuster, not the one that did the first inspection, to meet with my Contractors and explain to them how they can be so far apart.

Business Response: A copy of this complaint has been forwarded to the appropriate claims supervisor for a response.

3/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After dealing with this company for numerous months, and after hiring an attorney to deal with this issue, I have been let down by State Auto Insurance Company over such a standard unresolved issue.

On 10/27/12, I was involved in an auto accident that I turned into my insurance company. State Auto deamed the car a total loss and shortly after I was contacted with a settlment offer. Since I had only owned the 2008 Mercury Grand Marquis for 6 months, and had already looked up book value, I knew aproximately what type of offer to expect. The dollar amount State Auto presented to me was over $2000 less than I expected.

I contacted my claims representative, **** ********, who abruptly advised me the amount was more than fair and if I wanted to dispute it I would need to submit 5 compariable cars for sale in my area showing the same mileage and options as the loss vehicle. I submitted the requested information which was later adjusted by State Auto in the amount of $1300 under what they call "projected sold adjustment". I questioned this and was advised it is what they feel a dealership will lower their asking price by when someone makes an offer.

I have since spent the past 4 months trying to work out an acceptable settlement for both State Auto and myself. In my last request sent to them by my attorney, I agreed to accept an offer of $1000 over their original offer, which is still less than current book value or fair market value of the auto. This offer was quickly refused and I was told to send them 3 comparables from private sellers within a 50 mile radius of my location. In an attemt to comply, I was unable to find 1 compariable within a 500 mile radius. This request by State Auto was unreasonable and impossible to comply with, which I am certain they are aware of.

Desired Settlement: State Auto originally offered a settlement amount of $9600 for the loss of my 2008 Mercury Grand Marquis. NADA book value of said auto is $12,800 and fair market value in my area is $13,000. I am requesting State Auto settle with me for the amount of $11,600 minus my $1000 deductable and issue payment in the amount of $10,600.

Consumer Response:

The attorney I used was only used to send a letter to State Auto.  I do not have the available funds to hire an attorney in this matter.  Any help the BBB can provide would be appriciated as at this point, I do not know how else to resovle this issue.

 


Business Response: Complaint has been forwarded to the appropriate claims supervisor for a response.

2/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: hi i had an accident with my truck hit a pole with it i have full coverage with a 500 deductable the truck is ** ***** ********* in excellent condition no rust the insurance company which is called auto state from **** phone number is ************ my problem is they want to put after market parts back on it and cheap as possible and i said there is no after market parts on it at all and is in perfect condition which i want it back to that so i pay premiums for this stuff that happens but i do not pay after market cheap parts so can u help me

Desired Settlement: all i want done is the estimate damages to be redone with oem parts not cheap after market parts the body shop gave and estimate of 4200 the insurance gave 3600 i don't pay to get cheap parts thats why i got full coverage so it get replace exactly the way it was

Business Response: Claims supervisor has spoken to insured twice since receiving complaint. Check for damages has been issued.

Consumer Response: i do not accept after market parts and i do not pay after market premiums but the truck is back at body shop and waiting to hear from the adjuster they hired to look at it and go from there



























12/2/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: State Auto is refusing to cover the damages to my car that was in an accident on 10/31/12. I purchased a new car in May and the dealership was to transfer my insurance. Since then, my car has been registered with the DMV with their insurance information on my card and I have been paying for insurance every month since I purchased my new vehicle.

Once I was in an accident, State Auto has refused to cover the damages to my vehicle and the other vehicle involved. My vehicle's estimate is around $7,000. I have been a loyal customer for over 3 years and have always paid for my insurance on time. This is not the first time State Auto has attempted to get out of paying a bill involving coverage with my car. This company does not treat its customers fairly and will attempt to get out of paying for a loss at any means necessary.

Desired Settlement: State Auto needs to cover the damages to my vehicle since I have been paying for car insurance.

Business Response: 11/14/12 complaint was sent to appropriate claims manager for a response.  He contacted insured on 11/15/12 and discussed complaint.

10/23/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After major hail storms hit my house and destroyed my siding,fencing, gutters, roof vents State Auto would'nt cover all damages. I had major damage to my siding and State Auto would not cover siding for all four sides of my home. The siding on my home was about 10 years old and couldn't be matched by any company. I tried several. State Auto didn't care. The only paid me to reside 3 sides of my house, and not all 4. Who can reside only three sides of thier house? That is unfair. I also had my wood fences collapse in the 50 mph winds and State Auto only covered to repair 6 panels of fencing. I am a single mom raising two children under 8. I work as a ******* ****************** and am struggling to maintain my home. I wanted the damages covered so that I could repair what needed to be repaired. I am struggling to repair the damages and keep my home.

Desired Settlement: I am requesting that State Auto send out a new inspector and realize that the damage was done by the storms. I am legitimatly trying to repair my home. I would like the fence and the 4th side of my home covered.

Business Response: Complaint has been forwarded to the appropriate claims manager for a response.

10/15/2012 Problems with Product/Service | Complaint Details Unavailable
10/10/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My house and garage received storm damage on June 29, 2012. The lowest quote for the repairs was $10455. We have $1000 deductible. State Auto has issued checks for $4217.90 and is hold a depreciable amount of $2776.22 for a total of $6678.78. Add the $1000 deductible, and State Auto is short $3001.22 + $225 tarping fee for a total of $3226.11. This amount includes "patching" the siding which State Auto said they would be able to find a match. They have not provided us with information about where to find a match. They will not take our phone calls. They will not respond to e-mails. If they cannot find a match, they need to side the whole house. The quote for that is $9475.80.It has been three months since the damage occurred. State Auto has be inept at settling this issue. I have had more interior damage while I wait for State Auto to settle this.

Desired Settlement: I want $12477.02 - the difference in what they have paid and the quote and the amount needed to side the entire house so the siding will match.

Business Response: Complaint has been forwarded to appropriate claims manager for a response.

Consumer Response:

I am rejecting this response because: they made not offer.  The attachment/reply was a copy of my telephone log. There was no message from State Auto.

Regards,

****** *****


Business Response: The rejection information has been forwarded to the appropriate claims manager for review.

Consumer Response:


There is not offer here - only a message saying my claim has been forwarded to a review department.

 
Regards,

****** *****





























10/6/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a bill from the Agent ********** Ins Agency Inc. for $158.73 after this policy #********** was cancelled. My policy expired on 06/18/12 for non payment of $2**.80. I paid the $2**.80 on 06/19/12 while trying to reinstate the policy. I was told that the policy would not be reinstated Because I returned the statement of no loss to late. I explained the I had been traveling and received the form late as well. I asked that my payment then be returned if I could not be covered. I was given the run around, this agent that I was talking to was making all these excuses blaming a third party "the underwriter". I understand this to mean that the policy ended on 06/18/12. When I finally got a number to call the lady on the other end was rude and very condesending. She said that my policy did not end until 07/02/12 and that I owed they money. I said "how?" I had to start another policy with another company because State Auto would not reinstate the policy. You can't charge me for time that you did not insure me.

Desired Settlement: To remove the charges of $158.73. I do not owe this amount. Dates should not be changed in order to avoid refunding an overpayment.

Business Response: Complaint has been forwarded to appropriate underwrier for a response.

9/17/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: re: claim ######Our claim was not settled fairly nor in good faith as required by ** State Statute 58-63-15, section 11, items B,D,E & N. State Auto Insurance Companies failed to: B)Acknowledge and act promptly upon communmications, D) Refused to pay claim without conducting a reasonable investigation, E)Failed to deny coverage within a reasonable time, N) Failed to provide a reasonable explanation of the basis of their denial in reference to the policy. See attached document for complete details.

Desired Settlement: A reversal of State Auto Insurance Companies' decision to deny coverage is requested.

Business Response: Complaint has been forwarded to the appropriate claims manager for a response.

Consumer Response:

I have reviewed the response made by the business and find that this resolution is satisfactory to me.

Regards,

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





















9/15/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 'I would like to direct your attention to endorsement ****** 06/02), which states foundation coverage. Please see attached sheet.

Complaint against adjuster and engineer:
The adjuster and engineer wre in and out of the house many time, tracking in dirt and damaging carpet. Their shoes should have been covered or removed when entering the house.

I do not feel that the agent, **** ****** - 612 E. ******* Ave., Crockdett, TX 75835, ###-###-#### has put forth the necessary effort to bring this matter to a safisfactory conclusion.

*** ** *****"

P.S. Also, **** ******, insurance adjuster, did not step over (as all other people have done) and broke cover and support for part of the drainage system.

I need this repaired immediately."

Desired Settlement: For State Auto Insurance Compapny to pay for plumbing & foundation repair.

Business Response: Complaint has been forwarded to the appropriate claims manager for a response.

9/15/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I canceled my car insurance with State Auto in May. I even received a cancelation notice from the company for May 19, 2012. Then, on August 26th I receive a letter from ****** **** and ***** collection agency for $173.50. Insurance companies make you pay in advance, but now state auto is saying that the were still covering my vehicle and continued charging. I never received a notice stating this until the collection letter. The car they were charging has no lien on it, and it was broke down and parked at my residence. Therefore, it did not require any insurance. I am furious that this company thinks they can get a way with this! We have talked to them and our agent in town that used them as the underwriter (*** ********). They all refuse to omitt this charge. It is not ok for them to charge me for insurance that I already canceled.

Desired Settlement: I paid $50 on this account because I don't want my credit score affected. I want the money refunded, plus refund money that we should have received when we canceled the insurance from State auto on a jeep of ours. They took that refund and put it towards this charge (without our permission).That was around $40.00. So, I expect and apology from the company plus my $90 plus dollars.

Business Response: Complaint has been forwarded to the appropriate person for a response.

8/25/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Had an auto repair claim on Dodge Magnum 08. Initial estimate from ********* **** said it would be completed in 4 days. We had rental insurance of $50 a day up to $1500 total($50/$1500). All parts had to be ordered from manufacturer to match car. Repairs - Bumper, Panel, Radiator. Parts came in damaged in shipping. Second time parts came in paint color was wrong. Sate Auto refused to pay for rental vehicle. 

It became an all out conflict between everyone involed just to get a rental car. Total repair time -21 days. Initial estimate even stated repair times based on no further issues or problems. (Hit a deer- could have been damage that could not be seen until repair work began)

********* **** constatantly gave updates and was in contact with us and our insurance agency. State Auto finally agreed to pay for rental. NOW- Have received notice of debt collection for $136 dollars from car rental agency. State Auto refuses to pay because it was unjustifed and our agent said WE need to call Dodge and make them pay because it was their fault. We only used $600+ out of our rental insurance. Less than half of our $1,500 limit. We pay for rental insurance for this reason. Now we have to come up with another $136.08 plus what we already paid out for deductible.

Desired Settlement: I want the full amount WE have to pay the collection agency returned to us. The amount that should have been covered by our rental insurance. $136.08

Business Response: Complaint has been forwarded to the appropriate claims manager for a response. 

8/21/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My family and I were headed to the Bay for a fishing weekend for vacation on June 29,2012 with our boat. We were an hour into the 4 hour trip and we were stopped at a red light and were hit from behind by ****** ******. He admitted it was his fault and gave me his insurance information. He had State Auto. I took pictures at the time as well of both his vehicle and our boat and trailer that he hit. He said his foot slipped off the brake, but our entire boat motor imprint was on the front of his car. He hit us that hard that he shoved the boat front on the trailer and bent and twisted the whinch and bar holding the boat. It also broke the motor, propeller, and the attachment holding the boat up. I called his insurance company within 10 minutes of the accident to set up a claim. We had to find rope from a nearby business to tie up the motor so it wouldn't fall off. It totally ruined our trip because where we were going there wasn't even public swimming area on that part of the bay. We had to pay for a fishing trip, which we were not planning on doing. We took our boat to *********** Marine shop on July 2nd to have them look at the boat and give us an estimate and I also called State Auto and told them where the boat was at for them to look at it.I called them again on July 16th and they told me they were waiting for the appraiser to look at the boat and they would call me back. I called them again on July 18th and they said he did look at the boat, but did not submit the appraisal yet. I talked to the Marine shop and they confirmed he was out on July 13th and told them he didn't know anything about boats he was a car appraiser. I called State Auto again July 20th and they said they called the appraiser and they also found out the guy who looked at the boat was an auto appraiser. On July 23rd after 10 emails they sent me their estimate and it was $1,900 less than the marine shop. It is now July 26th and I still do not have a settlement from the insurance company to get the boat fixed.

Desired Settlement: It concerns me that they would take an appraisal from someone who doesn't even know about boats as the accepted estimate. I refuse to accept that estimate. I want my claim paid on the estimate from the boat shop immediately! Since it has been a whole month without the use of our boat and it is summer time(had canceled boating plan) and all of the time I spent trying to finalize the claim I would like some additional compensation for all of the emotional stress this has caused me and my family

Business Response: This complaint has been forwarded to the appropriate claims manager for a response.

Consumer Response: This is the same department I have been dealing with.  It is shocking to me that the company has the poorest customer service I every dealth with.  I keep getting pushed from one person to the other.





























Business Response: Claim supervisor responded to this complaint on 8/2/12.

8/13/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Attn: Better Business BureauI forward the below the following e-mail to State Auto, today. They state it will take up to 2 days for a response.Attn: State AutoPlease send me copies of my payments from 08/2011 through the last payment received. Near the end of March I received a check for a refund of $500.00 with the explanation of over payment. In May, I learn from my agent my auto policy had been cancelled in January 2012 due to non-payment. On January 9, 2012 a payment was made and accepted for $94.41 (***** * ***********). Shortly after that day I made the $500 payment to cover the rest of the car insurance.Please explain to me why the policy was cancelled and why I was not informed it was cancelled. Also provide me my payment history with your company on my auto insurance.Also on my house insurance (*** *******) why had my house insurance has increased over the last two years and there were no claims.Thank you for your assistance in resolving this matter.Sincerely,**** ***** ******** was informed if I wanted my auto insurance to restart it would cost me almost double of my old policy. In addition to this occurring I lost my home ownership and auto discount which increased my policy by $200 per year. I am a teacher who has gone through major medical issues since August 2010 including cancer. I had not been utilizing my car very much, which effected my usual timely payment which is demonstrated on my payment history prior to my major surgeries.Prior to this cancellation I had filed a couple of claims which I believe was the motivating factor behind the decision maker in this company to provide good service by not communicating with me regarding the cancellation of my policy. Also after requesting the policy is re-instated stating my auto policy would be almost double for the same policy. I did not receive a letter of cancellation or my credit union that financed my vehicle. I did not find out I did not have auto insurance until the renew date when I inquired.

Desired Settlement: At this time I would like to know the explanation behind my policy being cancelled when a payment was received and accepted January 9, 2012. Another payment was received; accepted then later returned with an explanation of over payment refund instead of my policy had been cancelled. This allow me to go on for months without auto insurance and cost me even more to get auto insurance do to the time lapse. I am very disappointed in State Auto at this time and seeking a reasonable/fair resolution

Business Response: Complaint has been forwarded to the appropriate underwritng manager for a response.

BBB Response:

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



Although you have not responded to our request to confirm that this complaint has been resolved, the previous response from company addresses disputed issues.  Therefore, the Bureau assumes that this complaint has been resolved, and will not take further action on it.

This complaint will be listed on the company's BBB Reliability Report with the following language: "The company addressed the disputed issues, and the complaint(s) have been resolved."

Please feel free to contact us with any further questions.

Regards,


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