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Description

Grange Insurance partners with local independent insurance agents to offer auto, home, life and business insurance protection throughout the Midwest and Southeast regions. Together with its affiliate company, Integrity Insurance, Grange serves policyholders across 13 states: Illinois, Indiana, Iowa, Kentucky, Michigan, Minnesota, Ohio, Pennsylvania, South Carolina, Tennessee, Virginia
and Wisconsin.

Grange Insurance (The Grange Mutual Casualty Group) includes: Grange Mutual Casualty Co., Grange Property & Casualty Insurance Co., Trustgard Insurance Co., Grange Indemnity Insurance Co., Grange Insurance Co. of Michigan, Grange Life Insurance Co., Integrity Mutual Insurance Co., and Integrity Property & Casualty Co.

BBB maintains separate Business Reviews on Integrity Insurance and independent agents which would be available at http://www.bbb.org/us/.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that The Grange Mutual Casualty Group of 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.

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Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for The Grange Mutual Casualty Group of Insurance Companies include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 42 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

42 complaints closed with BBB in last 3 years | 19 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 5
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 37
Total Closed Complaints 42

Customer Reviews Summary Read customer reviews

10 Customer Reviews on The Grange Mutual Casualty Group of Insurance Companies
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 2
Negative Experience 8
Total Customer Reviews 10

Additional Information

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BBB file opened: October 01, 1963 Business started: 01/01/1935 Business started locally: 01/01/1935 Business incorporated: 06/01/1971 in OH
Licensing

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 Insurance Department
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
Ms. Andrea Ensign, Exec. Legal Asst. Ms. Betsy Way, Senior Corporate Communications Specialist Mr. Thomas Welch, President & CEO
Contact Information
Customer Contact: Ms. Andrea Ensign, Exec. Legal Asst.
Business Category

Insurance Companies Insurance - Auto Insurance - Homeowners Insurance - Life Insurance - Long Term Care Insurance - Rental Insurance - Property Insurance - Workers Compensation Insurance Services Insurance - Employee Benefits

Alternate Business Names
Gange Life Insurance Co. Grange Indemnity Insurance Company Grange Insurance Grange Insurance Agency, Inc.. Grange Insurance Company of Michigan Grange Life Insurance Company Grange Mutual Casualty Company Grange Mutual Companies Grange Mutual Insurance Grange Property & Casualty Insurance Company

Additional Locations

  • 610 S Front St

    Columbus, OH 43215

  • 671 S High St

    Columbus, OH 43206

  • P.O Box 1218

    Columbus, OH 43216

  • THIS LOCATION IS NOT BBB ACCREDITED

    2 West Liberty BoulevardSuite 140

    Malvern, PA 19355

  • THIS LOCATION IS NOT BBB ACCREDITED

    2260 VILLAGE MALL DRIVE

    MANSFIELD, OH 44906

  • THIS LOCATION IS NOT BBB ACCREDITED

    3700 Embassy Parkway Suite 540

    Fairlawn, OH 44333

  • THIS LOCATION IS NOT BBB ACCREDITED

    225 Pictoria Drive, Suite 700

    Cincinnati, OH 45246

  • THIS LOCATION IS NOT BBB ACCREDITED

    4300 Old Scioto Trail

    Portsmouth, OH 45662

  • THIS LOCATION IS NOT BBB ACCREDITED

    P O Box 740604

    Cincinnati , OH 45274

  • THIS LOCATION IS NOT BBB ACCREDITED

    400 Galleria Officentre Suite 115

    Southfield , MI 48034

  • THIS LOCATION IS NOT BBB ACCREDITED

    1700 Eastpoint Pkwy #250

    Louisville , KY 40223

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Professional AffiliationsX
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Types of Complaints Handled by BBB

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  • Advertising or Sales
  • Billing or Collection
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  • Delivery
  • Guarantee or Warranty

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BBB Complaint Process

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Additional Phone Numbers

  • (614) 445-2900(Phone)
  • (800) 422-0550(Phone)
  • (866) 550-9222(Phone)
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Additional Web Addresses

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Complaint Detail(s)

6/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was rear-ended by one of Grange's clients in February 2012. Another car with another insurance company was also involved in the accident (he rear-ended the car that rear-ended me), and these two insurance companies disputed who was ultimately at fault. I was told that once that issue was settled, I would be contacted and my claim settled. I called several times over the next year and was told the same answer. The claim between the other two parties was not settled until November 2013. I was not informed of this, despite assurances that I would be. When I called on my own in the spring of 2014, I was told by Grange that the 2-year statute of limitations had passed and so I would receive nothing, even though all admitted I was not at fault.

Desired Settlement: I would like to be paid for the damages that I incurred due to the accident.

Business Response:

To Whom It May Concern,

The complainant contacted Grange Insurance on May 28, 2014 regarding his February 14, 2012 accident. This was the first contact we received from the complainant since February 17, 2012. Chapter 55, Section 5524 of the ************ Consolidated Statutes states there is a two year limitation for damages to property. Since that time has expired, the complainant no longer has the right to pursue anyone for the damages to his vehicle.  

Thank you

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/2/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled my insurance prior to contract expiration due to the fact that the price originally quoted increased. The cost of maintaining this policy was extremely high. The original information was provided through a third-party broker. The company billed me 3 month (march, April and May). The refund received as $120 short of the payments made. I requested a breakdown in charges over the telephone and the representative stated could not explain the difference. I tried to contact the State Corporation told me to contact them again to mediate, but no one has called me back.

Desired Settlement: Money back!!!

Business Response:

*** ******* ****** ******** ****** ***** ********* ********** **** ****** **** ********* ** ********** *** ************ ******** ****** **** ** ******** ****** ****** ******** ******* ** ******* ******** ****** ******* *** ******* 
Thank you for allowing Grange Mutual Casualty Company the opportunity to respond to *** ******'s inquiry.


*** ******'s policy was written effective 03/07/2014. When the policy was submitted, it
indicated that there was no lapse in prior coverage. However, a third party report indicated that
the insured did have a lapse in prior coverage. Prior coverage is used to determine the rating tier
for policies written in the state of Virginia. Insureds with prior insurance qualify for a better
rating tier than those with a lapse in coverage. Since there was a lapse in coverage, the policy
did not qualify for the better tier and in turn, the premium was modified from $1,147 to $1,439.
The policy was cancelled at *** ******'s request effective 04/18/2014. The entire premium paid
was not refunded because of coverage provided from the effective date of 03/07/2014 until the
cancellation date of 04/18/2014. Additionally, in accordance with Virginia state regulations,
Grange Mutual Casualty Company is required to refund unearned premium on a short rate basis
when a policy is cancelled due to an insured's request.
******** *******
******** ***** ********** *******
###-###-####
Fax: ###-###-####
****************************

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Around 8:00PM, Friday, in December 2013 I discovered that my basement was flooded due to my sump pumps electrical switch burning out after days of continuous rain. Not knowing what to do I contacted Grange, my insurance provider, for guidance. Because it was after business hours my call was handled by a Call Center. The call center was able to provide me the name of a company who specializes in water damages.

Eventually I was contacted by Grange and informed that I did not have the sump pump/water back-up coverage included on my policy. A few days later I contacted Grange about adding the sump pump/water back-up coverage to my homeowners policy. Grange informed me that I was ineligible to purchase sump pump/water back-up policy for 5-years BECAUSE I had filed a claim!

 5-YEARS!! How is it possible to file a claim on sump pump/water back-up policy that does not exist? Yet Grange insist I filed a claim. Grange NEVER provided any assistance (other then the call center providing me the name of a company to respond to the emergency) I paid all expenses myself. Yet Grange insist I filed a claim. Grange cannot produce a claim number. Yet Grange insist I filed a claim. I just need to get another insurance company, right? And, that's where my issue with Grange start. Because Grange insist that I filed a claim ALL insurance companies I have contacted tell me that they can not provide me with sump pump/water back-up coverage for 5-years.

Desired Settlement: Respectfully request that Grange Insurance remove any references that I had filed a claim for water damage due to sump pump failure. Admit that I DID NOT have a sump pump/water back-up rider on my homeowners policy and therefore it would be impossible for me to file a claim on said policy. Change corporate policy that recognizes a call to an after business hours call center as a claim.

Business Response: ****** ********* *** ***** **** ****** **** *** **** ********* **** ********** *** ******* ****** ******** ****** ***** ********* ********** **** ****** **** ********* ** *** ******* *** ************ ***** ******** **** ** 
Thank you for allowing Trustgard Insurance Company the opportunity to respond to *** ********' inquiry.

A claim was opened on December 6, 2013, for water damage to the basement of *** ********' dwelling.
The claim was opened under *** ********' homeowner policy and
the claim number for reference is:###### The claim was assigned to ****** ***** and he inspected the loss on December 9, 2013.
 The inspection revealed the cause of loss to be water that overflowed from the sump. The cause of loss is excluded
from coverage within *** ********' homeonner policy and an explanation was provided
by *** *****. A denial of coverage letter was also provided to *** ******** which
addressed the reason for the coverage decision.
Please let me know if I can be of further assistance.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

Complaint: This insurance company is continuing to bill me for services that have been cancelled back in June of 2013. This company has charged me $486.00 that I paid for what was told to me as insurance coverage that was never paid. The policy was cancelled 6/2013 as well as renter's insurance policy in 6/2013. I asked for a itemized detail of why I owe for auto insurance. My daughter paid Grange insurance directly from her bank account up until it was cancelled. Yet, the insurance company sent me a bill several months later. Then, I recently received another bill from this company stating i still owe $166.00. When I called I was told the new bill is for renter's insurance. All policies were cancelled in June 2013 as I sought and gained insurance through State Farm and began making payments without the assistance of my daughter. I believe this company is charging me for fees not genuinely owed. I am complaining to all entities interested for intervention.As of 4/21/2014 despite me reiterating that policies had been cancelled, Grange still has a current balance of $25.00 for renter's insurance listed on my account summary with them. I do not have an account with Grange and this has been verified with my insurance agent Fayin Insurance.

Desired Settlement: I want my $486.00 refunded immediately. I want Grange to make certain it is noted that I cancelled all policies with them in June 2013. I want Grange to note I do not owe the 166.00 that has been indicated as renter's insurance in the most recently received bill. This company is taking advantage of customers as this is the primary reason I no longer wanted to do business with them.

Business Response: Grange has not received a signed cancellation request to cancel *** ***** policies.  In order to cancel *** ***** policies back to June 2013 per insured’s request we would need a signed and dated cancellation request along with proof of coverage from the new carrier.  The insured can fax the signed and dated cancellation request along with proof of coverage from the new carrier to ###-###-#### or she can contact her agent, ***** ********* ****** *** at ###-###-####. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/5/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I held insurance with this company and when I had financial issues at the end of February and could only pay a partial of my bill they could not help me at all and told me I had to pay the full ammount or they would cut me off. The billing manager was very rude and would not let me speak to the person over her and hung up the phone on me. I have reccommended numerous friends and family members to this company, but after this experience I will be having them cancel their accounts. I never dealt with a business so rude in my life. I have paid all my payments on time and when I need help and for them to work with me they cancel me. I owed them $240 and was willing to pay $150 and the rest I would pay in 2 weeks and be all caught up in time to pay my next bill for May on time. In the past when I have had trouble I could always call my phone carrier, car insurance, uilities, or whomever and they were always willing to work with their customers. The lady ****** who was in charge of the billing dept. pretty much said she did not care about losing customers when I had told her how many people I had refered to this company. I also expressed how much I liked the company and wanted to stay and she did not care, and would not work with me at all. I feel that the most important part of any company is the customers because they make you who you are and you should want 100% customer satisfaction. Grange was very rude to me starting from customer service reps. to the supervisor of customer service named *****, to the manager of billing whos name was ****** who gave me the worst time. I kept asking her to transfer me to the person ahead of her and she said he would not want to talk to me and eventually she hung up the phone on me while I was talking. ****** is very rude and not someone who should be working in an job that includes customer satisfaction because that clearly is not one of her priorities or goals and she should not be driving customers away if they are willing to pay for than half of their bill.

Desired Settlement: I would like for Grange to call me and apologize for their lack of picking better employees. I would like to talk to the person who is in charge of the Grange business, not these so called supervisers and managers who do not care about their customers. I would like for them to also work with me on my billing issues because if they do not I will be having my friends and family who I refered to grange cancel their current policys and go elsewhere. I also think that grange needs to do a better job when It comes to hiring employees and they should have to take a customer service class or workshop something needs to be done. Everyone I spoke to was very rude to me and made it see like they did not care about losing customers or customer satisfaction.

Business Response:

****** ********* ** *** **** ********* **** ********** **** *** *** ** ************ ***** *** **** ****** ******** ****** ***** ********* ********** *** ************ *** ** ******* **** ** ******* ********* ********* ******* 
Thank you for allowing Grange the opportunity to respond to *** ******i's inquiry.
*** *******'s above-referenced policy renewed on February 17,2014 with a premium due
of $568.00 plus a policy fee of $10.00. A brief summary of events is reflected below:

-February 19,2014 - *** ******i made a payment via EFT for $84.43.
-February 28,2014 - *** ******i made a vehicle change to her policy, increasing
the premium by approximately $62.00.
-March 5,2014 -The $84.43 payment was returned for insufficient funds. A $20
non-sufficient fund fee was added to the premium owed.
-March 25,2014 - By request, the policy was removed from EFT, resulting in an
increase in her premium by $31.00.
-April 5,2014 -An invoice was issued for $664.00, with a minimum payment due
of $238.00.
-April 23,2014 - Policy was cancelled for nonpayment of premium.

We regret that *** ******i feels as though she was not treated appropriately, however,
after reviewing her allegations we believe Grange treated her fairly and respectfully.
Contrary to *** ******i's assertions, she did speak directly to ***'s supervisor, who is
the ***** ********* ******* of the company. Our *** spoke with *** ******i and tried to
explain that a minimum payment was required. All of our staff who spoke with *** *******
tried to explain the reasons for the increase in premium and the necessity to
pay the minimum amount due; unfortunately, *** ******i was not satisfied with her
interactions with Grange. Grange offers a variety of payment plan options; however,
ultimately, we do require our customers to pay for the insurance services provided.

If you need additional information, please contact me directly. Thank you.

Sincerely,
**** ** ******
 *** ****** * ****** ******* ****

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: my wifes car slide into our house, there was damage to both the house and car. The car insurance stated that under my policy both would be taken care of. After the insurance Adjuster left my house from inspecting the damage he wrote up an unfair estimate. After much deliberation and including me asking them for a mediator to come in and reconcile the dispute, they denied me claiming that this is a third party case. I have reviewed my policy over and over, there is no place that even states a third party. Not only that, but we are the primary policy holder so to even say that this is a third party issue is ridiculous. They have deducted depreciation from just about everything in my house to carpet, windows, studs in the wall etc. the depreciation value was over $1000.00 dollars on top of my $500 dollar deductible I had on my vehicle. I have called them numerous times to try and meet a resolution but they told me to deal with the outcome because it is state law. They stated that in order for me to get what has been destroyed they would have to find 5 year old windows and carpet to put in my house. This dose not make any sense to me. My house will not be repaired to what it once was because of the depreciation value the have placed on my home. The siding they replaced is way darker than the rest of the house also, and that is more than likely from fading over time.

Desired Settlement: I would like to be refunded for the amount they have depreciated from my belongings since they denied me a mediator to resolve this issue. I would also like for them to replace the rest of the siding on my house to match what they put on. I appreciate your help in this matter.

Business Response:

This letter is in response to your inquiry dated 3/10/14. . *** ******** is upset that depreciation was applied to the property damage settlement for the damage to his home, and he would also like Grange to pay for new siding on the three sides of his house that were not damaged in this loss. 

*** ******** has an auto policy with Grange Mutual Casualty Company. He has his homeowner’s insurance with another carrier. **** ******** drove their insured vehicle into their residence causing $9,083.21 damage to the residence. 

*** ********s’s home was inspected by a Grange property adjuster on two occasions, and an agreed price has been reached with the contractor. The Grange property adjuster applied depreciation to his estimate based on the age and condition of the materials that were damaged. The total amount of the depreciation taken was $1,002.82.   

*** ******** is also requesting Grange replace the siding on his entire house. The Grange adjuster determined that only one side of the house was damaged in the accident and agreed to replace that area.  The siding is a common color; therefore, there should not be an issue with the color match.   

Please let me know if I can be of further assistance in this matter. I can be reached at ###-###-####.

Sincerely,

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company is unwilling to help with what I need, even though I pay for this service every month. Thier rental car policy is not helpful. I was in a car accident on Monday March 3rd 2014. I was glad that I was able to walk away from the accident. I called Grange to file a claim. I told my Agent that I would need a rental car so that I can get to work. He told me that is fine, that I can get the rental for 3 days. I expressed to him that I was under heavy narcotics and that I will pick up the vehical when I could. I expressed to him my concerns that I would not be able to find a replacement car in three days. His response to Me was "well ma'ma there is nothing that I can do about that it is in your policy." I spoke with his supervisor and again expressed that I was living with a coworker because I was unable to get to work and I needed the car for a little longer. Again neither agent cared all they talked about was keeping cost down and having competive rates so in order to do that they only give me three days. The supervisor made me feel like I mean nothing to them. I understand that they are a business but what is the difference between my car being a total loss and they pay off the balance while giving me a rental car for a few more days; and my car being repairable and them renting me a car for up to 900/occurance?

Desired Settlement: I just would like them to rent me a car for what they sold me 30/day 900/occurance. And I would just like someone to actually care about the people and not just the money. If you treat your customers right they will not care about the cost of the product because you make them feel worth it.

Business Response:

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

Please allow this letter to serve as a response to complaint number #####. Our insured’s **** ****** ***** was deemed a total loss due the accident occurring on March 3rd, 2014. An offer was presented to our insured later that day and her rental was extended to March 6th, 2014. Our insured’s policy allows for a rental vehicle to be covered for a period of 72 hours after we make an offer to settle the loss if a covered vehicle is deemed by us to be a total loss.

The policy states:

Rental Reimbursement/Transportation Expenses

When there is a loss to one of your covered autos described on the Declarations Page:

a. We will reimburse you for expenses you incur to rent a substitute auto. This coverage applies only if:

(2)        The loss is caused by collision, or is covered under Part D -- Coverage for Damage to Your Auto of this policy.

c. Our payment under paragraph 2.a. and 2.b. of this Rental Reimbursement/Transportation Expenses will be limited to the earliest of the following:

(5)        72 hours after we make an offer to settle the loss if your covered auto is deemed by us to be a total loss.

We have advised our insured of the rental policy on multiple occasions. Grange has also offered a rental to our insured past March 6th, 2014 at a discounted rate. If you have any other questions or concerns please contact me at ###-###-####.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: MY VEHICLE WAS INVOLVED IN AND ACCIDENT WITH A GRANGE CLIENT ON 12/24/2013 AND AS OF MARCH 2014 THEY HAVE STILL NOT SETTLED WITH ME. I HAD TO GET MY OWN INSURANCE COMPANY TO PAY FOR ALL DAMAGES TO MY VEHICLE AND THIS CAUSED THEM TO CANCEL MY ISURANCE POLICY WITH THEM. THERE WAS ALSO A FENCE DAMAGED AT THE PROPERTY AND GRANGE HAS REFUSED TO REPAIR THE DAMAGES. THEY ALSO DID NOT PAY FOR ANY RENTAL CAR TO BE USED WHILE THE DAMAGED ONE WAS IN THE SHOP OR WAITING TO BE REPAIRED. THE PROPERTY WHERE THE DAMAGE OCCURED IS LOCATED NEAR A BUSY STREET THERE ARE SMALL CHILDREN AND A DOG ON THE PROPERTY THAT ARE AT RISK OF BEING HIT BY CARS DUE TO THE DAMAGE. GRANGE HAS BEEN DIFFICULT TO WORK WITH AND JUST SEEM TO NOT WANT TO HANDLE THE ISSUE THAT THEIR CLIENT CAUSED. THE DAMAGES TO ALL INVOLVED SHOULD HAVE BEEN HANDLED SOON AFTER THE INSIDENT OCCURED. IT HAS NOW BEEN THREE MONTHS AND IT IS STILL NOT REPAIRED.

Desired Settlement: REPAIR ALL DAMAGE THAT OCCURED BY THEIR CLIENT TO INCLUDE THE FENCING, VEHICLE REPAIRS AND ADDITIONAL FOR TIME AND MONEY THAT IS HAS COST MY COMPANY AND EMPLOYEES THAT HAVE HAD TO DO WITHOUT A VEHICLE TO GET TO WORK AND HOME FOR THREE MONTHS SINCE THEY DID NOT PAY FOR A RENTAL EITHER.

Business Response: Please allow this letter to serve as a response to complaint number *******. This claim involves an unlisted driver using our insured’s vehicle on December 25th, 2013. Upon receiving the South Carolina police report on February 27th, 2014, it was discovered that the driver of our insured’s vehicle does not have a valid driver’s license. This excludes coverage in our insured’s policy which states the following:  

A.         We do not provide Liability Coverage for any person:  

12.       For Bodily injury or property damage caused by any motor vehicle when it is driven, operated or used by any person, other than you or a driver listed on the Rating Information Page, who:             

  a.         is under the minimum age to obtain a driver’s license;              
b.         does not have a valid driver’s license;              
c.         has a suspended driver’s license;              
d.         has a revoked driver’s license;  
e.         has a restricted driver’s license and is operating a vehicle beyond the scope of such restriction.  

Unfortunately, Grange Insurance will not be able to pay for the damages resulting from this accident.  A denial letter was mailed to the owner of the property affected on February 27th, 2014.   

If you have any other questions, please contact me at ###-###-####.  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My car was hit on 1/28/2014 by a driver with a suspended license who tried to flee the screen and after hitting my car 2 separate times and totaling my sons car I filed a claim with my insurance company of over 10 years. All damage was approved and covered however my windshield was cracked in the process and they are denying the claim to fix it. First off I am insulted because they are basically stating I am lying. I have video of the accident which shows my neighbors car which was hit being pushed into both of my cars and then hit re-hitting my neighbors car which in turn hit my car again. The force was so strong that it shattered the neighbors rear 2 windows completely and the insurance company is stating due to I did not have front end damaged it could not have broke. But it DID. It was -15 degrees not including windshield that day and the estimator who came out never even bothered to get out of his car to review my car. He did a rough estimate while sitting in his warm car since it was so cold. I have spoke to 2 separate companies here local who deal just in windshield and glass and stated that just from the force and pressure it could easily crack the windshield as it has. The insurance company is stating we added a feature to the car and that the piece connected to the windshield broke it. I have a copy of my purchase agreement showing what the car came with, I have a copy of a previous shop agreement where other repairs were made over 2 years ago showing the specs and nothing has been added to the car and no remarks of any windshield damage. I was informed by the adjuster himself that when he went out to review the supplement he could find not rock or prior chip damage but they can still not relate it to the accident. I have not only been victimized by an unlicensed driver now my insurance company is trying to do the same thing. I believe it is illegal to drive with a broken windshield much less the safety issues that my 3 sons wide in this car.

Desired Settlement: I want the windshield included in the current claim and replaced for safety reasons

Business Response: This claim was reported to our company on January 28, 2014, with the loss details as an
unknown party struck her parked **** *** ****** The claim was assigned to Claim
Representative, ******* ******, who spoke to **** ****** that same morning. **** ******
indicated that her vehicle was parked in front of her residence when an unknown party struck
the vehicle parked behind her pushing it into the right rear of her vehicle, which resulted in her
vehicle being pushed into the vehicle ahead.

On January 29, 2014, our Appraiser, *** ****** inspected the vehicle at **** ******'s
residence and wrote an estimate for the visible damages to the right rear of the vehicle totaling
$2437.80. ***'s notes indicated that there may be additional damage once it was taken to the
shop and torn down. A copy of that estimate and check was left with our insured. On January
30, 2014, the shop tore down the vehicle and found additional damage and called *******
requesting a re-inspection. *** ***** re-inspected the vehicle again on February 4, 2014, and
wrote a supplemental estimate totaling $1619.31 which included repair time on the rear body
panel as well as damage to the right front bumper and fender which the shop noted after the
vehicle was cleaned off.

On February 6, 2014, **** ****** called ******* to advise that her windshield was cracked
from the accident and wanted it included in the repairs. On February 12, 2014, our appraiser,
***** ******, re-inspected the vehicle and wrote a supplemental estimate totaling $343.24
which included replacement of two nameplates and the right tail lamp assembly. His notes
indicate that he and the shop manager inspected the windshield together and noted that there
was a circular crack that surrounded a remote device which was attached near the center of
windshield inside the vehicle. From the circular crack, a larger crack spread downwards in the
center of the windshield. Both felt that the windshield damage was not a result of the impact
from the accident. It was their opinion that **** ****** may have not noticed the the original
circular crack as it was directly under the device and may have spread due to the severe cold
weather after the accident. **** ****** was advised by both ***** and ******* that the
windshield would not be covered under this clarm. ******* informed **** ****** that she
could present another clam for windshield replacement under her comprehensive coverage
subject to the $250 deductible. At this time, she has rejected this offer.

Thank you for giving us the opportunity to explain our position. If any further information is
needed, please feel free to contact me.

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



Consumer Response:

 

I informed the *** ****t the day he came out regarding th windshield being cracked. So it ws a known issue from day 1. In speaking to the shop regarding my repairs that is when they stated that Grange was denying the claim for the replacement and I then called *** ***** too find out what was going on. there was no prior damage to the windshield prior to the accident. And we have added no aftermarket parts or anything to the car. We have our original purchase agreement from where we bought the car, showing what extras the car had. We also have the copy of the repairs made over 2 years ago and no damage to the windshield at that time. I understand that Grange can not 100% percent state it was caused by the accident but I can 100% advise it was. I would not drive my family in a car that had a broken windshield for safety matters to begin with not to include I believe it is illegal in **** to do so anyways. I have been with Grange for over 10+ years and my agent is wonderful ***** ****** and I even spoke to him on 2/14 to express my dissatisfaction with this. He offered to pay up to a certain amount to have it replaced and not lose me as a valuable customer. I informed him no. He should not have to pay out of pocket ANY costs that should be covered under my coverage. Let me remind you again that it was -15 degrees that day. My neighbors hugh ******** is what slammed into both of my cars and was re hit again when the suspect tried to flee. He was going an estimated 60 MPH running from a domestic dispute down the street. The inpact was so severe it also broke out the ******** windows which I have video as well to prove. How can you possibly deny that with an inpact that severe the pressure would not cause the windshield to crack? Your response is unacceptable and if this is not resolved to my satisfaction I will be cancelling ALL of my policies with Grange as well taking further action. I understand to a point you semi reasoning. How is it that my logical resoning is being overlooked??
































BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

BBB Comments: BBB Note: BBB requested information/documentation from the consumer, which was not received.

3/1/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We have been workign with Grange Insurance since 01/14/2014 regarding a client they represent, ***** ****** Appliance, regarding water damage. We have been assigned ***** **** who has not returned any phone calls regarding this claim. The only way we can get in touch with her is if we constantly call her and get her without the call going into voicemail. Grange Insurance is stating that their client is not at fault for water damaged caused by his repair of our refridgerator. The water was not leaking from the water line prior to their client coming out. The water started leaking after he left. I called the client on the evening of 01/15/2014 and left a message about the water leak. He came out the next day and offered to put in a claim with his insurance, Grange Insurance. An adjuster came out on 1/21/2014, took measurement and pictures of the complete first floor. He wasn't able to move our fridge because the wood floors had already started to buckle. After he came out, we never heard anything back from Grange Insurance. I had to call the adjuster who kindly gave me ***** ****'s information. I contacted her on 1/24/2014 inquiring about the claim. She put fault on the insured for not returning her calls. She stated she would call us back when she talked to him. Again, we never heard back from her. We continued to call her for a response. On 1/31/2014 she finally told us that her client was not at fault. We asked her quite a few questions and brought up some valid points so she was going to call her client back and also get with her manager. It is 2/5/2014 and we still have not heard back from her. Our complaint is two fold, the service we have received as well as the insurance company trying to get out of a claim that was undeniably caused by their client.

Desired Settlement: We would like the damage done by their client to be covered. We have received estimated for just the floor repair. The cost to us will be above just the repair, but also a hotel (we will need to be out of the house when they stain the floor which is a 2-3 day process), boarding for our dogs, who won't be welcomed in a hotel room and any other incidentials (dining out, repair of the fridge, etc).

Business Response: This will acknowledge receipt of your letter received February 10, 2014 regarding the aforementioned matter. Thank you for bringing this issue to our attention. The loss was received in our office on January 16, 2014. As the complaint indicates, we were not able to get in contact with our insured immediately, although attempts were made. Once we were able to speak with our insured on January 29,2014, we promptly notified the complainant of our investigation status and the issues outstanding, one of which was the cause of the damages. We also had a staff appraised assigned to the loss to inspect the damages. On February 5,2014 we advised the complainant that Grange would be taking care of the damages related to this incident and we are currently working with the complainant to pin down total costs/damages relate to this loss, including lodging costs while the repairs are being done. We expect to have the matter resolved this week. If you have any questions, please contact me at your earliest convenience.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On the 20th Hannia Abed hit my car in a parking lot. It has body damage and is not driving right. Her insurance company is Grange. I called my insurance company (Progressive) that night. Since then they have called Grange every day and not once has anyone called them back. I ended up in the emergency room four days later because the pain became too much to bear. Six days later I got in touch with a receptionist that was rude and completely unhelpful. After threatening to sue them I finally got a call back from an adjuster SIX days later. She informed me that her client is now out of the country until the 29th and that they won't do anything until then. She told me that her client had a different story, but then changed it to she can't get in touch with her. It is now eight days later and nothing has been done. I have been without a car for over a week. I could not see family for Christmas and missed my 20 year day after Christmas tradition with my kids! I have Lupus and can not get to my doctor appointments and infusions!

Desired Settlement: I need a rental car immediately, our car fixed / replaced and my medical bills paid.

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

1/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Around July 30th 2013, *** was putting down sealer on *** *** **** *** Later that day it rained, causeing the sealer to mix with the rain water and stick to the auto's driving over it! My wife came home that evening and drove though it, not knowing it was sealer and rain water. Next morning she got ready to leave for work and we noticed it on are new auto! Which was only 5 weeks old. Someone called us and told us of the issues, said *** was setting up car wash down the road to remove sealer from autos using a chemical!!!

I contacted ***** ****** ***** and our councilman asking would it hurt are auto, they said no! So after two trys and waiting around one and a half hours. They washed are auto, we came home and pulled in driveway got out and looked over auto. Most of the plastic and rubber parts had white spots in them, the chemical and sealer still on the whole auto. I can go on for another hrs. All the wild deals we have gone thought! So now after 90 + days are auto is still not taken care of! The body shop said it needs painting on the roof and hood!!! Not counting the other issues not resolved. Our auto will lose value do to this. Grange's Rep. ***** **** would not even call me back for a month! Finally emailed me saying they did all they was doing!

Desired Settlement: Do to the issues remaining would like to trade it for a new auto and them take care of the different. Or give use something for loss of value.But really what to get rid of auto, because we are not sure of evertything being repaired correctly long term.

Business Response: ************
Thank you for bringing the above referenced complaint to our attention. This is a case involving 3rd party
insurance coverage.

As indicated in the complaint, ******** ************ ***. (****) did some road work and sealing near
where the complainant lived. The complainant's vehicle did incur some damage as a result of the sealer
being splashed on and under the vehicle when the complainant's wife drove over the area where *** did
the work. Grange insurance insures *** and we have been in the process of resolving the claims related
to this toss.

*** initially attempted to clean the vehicle in question, but that did not work. The complainant did not
feel the cleaning was appropriate so we assigned an appraiser to go out and inspect the vehicle. An
estimate was written and a check was presented to the complainant at that time. The complainant
advised he would be taking the vehicle to a shop of his choice on 8/13/13 and we agreed to provide a
rental vehicle for up to 7 days while his vehicle was in the shop.

On 8/8/13 we issued a check to the complainant for $220.24 to cover the damages initially noted.

On 8/19/13, Grange received a call from **, a representative from the shop where the complainant took
his vehicle, indicating they were having difficulty cleaning the vehicle. We authorized additional rental
for the complainant as a result.

On 8/27/13 we received a call from ****** at the shop indicating they were waiting for one roof rack
and that item was expected to be in on 8/28/13. That was all they needed to complete the repairs per
******.

On 8/29/13 we spoke to ****** at the shop again and she indicated the repairs were done. At that time
we approved further rental through the end of the day. We paid a supplement to the complainant in the
amount of $2,379.24.

On 8/30/13 we paid a supplemental payment directly to the shop in the amount of $88.12.

On 9/9/13, the complainant called and advised he has issues with the repairs to his vehicle and it may
need to be repainted and he wants money for diminished value. We advised the issues he is referring to
are between the complainant and the shop that did the work. The complainant indicated he will address
those with the shop that did the repairs but he has concerns about the vehicle needing to be painted.
We recommend to the complainant that he decide how he wants to proceed and advise us if he takes
the vehicle back to the shop so our appraiser could re-inspect the vehicle.

On 9/17/13 a supplement was paid to the complainant in the amount of $1,043.80.

On 10/18/13 we received an email from the complainant with the following issues outlined regarding his
vehicle:
1. Roof and Hood needing painting.
2. Rims and lug nuts still have sealer, chemical on them.
3. Rear bumper guard.
4. Rear wiper still has chemical on it. Even though body shop said they replaced.
5. Left side bottom of mirror still has chemical on it. Body shop said they replaced.
6. Rubber around bottom of auto looks like chemical still on it.
7. Metal part on roof still have chemical on it.
8. Several times now traveling on interstate only, loud unbearable sound happening some times. Not
sure but would think something to do with parts replaced."

On 10/21/13 we communicated with the complainant that we have paid for all damages and have
sufficiently taken care of his damages. It is our position that all documented damages have been paid
and repaired. If the complainant has any issues with the repairs to the vehicle, he will need to address
that with the shop he chose to do the repairs. Regarding the complainant's indication that he is losing
value on the vehicle, we have nothing to confirm his claim of diminished value. All damages to the
vehicle were cosmetic. There was no impact to the vehicle. It was merely splashed with a sealer and
cleaning attempts led to the need to replace some of the trim pieces on the vehicle. There were almost
300 vehicles affected in this loss and most all were resolved for cleaning charges of less than $300. To
date we' spend a total of $4,287.58 on repairs and rental to resolve the complainant's claim.

Our recommendation to the complainant is to take up his issue with the shop that did the work on his
vehicle if he feels they were not done appropriately. We have no connection with the shop that did the
work. The complainant chose that shop to do the work. Regarding the loss in value, we have not
received anything from the complainant to document that allegation, but remain willing to inspect
anything that may be presented, keeping in mind that the vehicle suffered only cosmetic damage.

We trust this letter outlines our position on this matter. If you have any questions, please contact me so
we can discuss this further.

Sincerely,
*** ***** ***** **** ****
###-###-#### X-###
**************************

 

Consumer Response:

They still didn't have and answer to the loss of Value on our auto! 

On the check's issued to us, we didn't ask for them.  But I understand that is the way it works.  We haven't cashed them!  We did write a check to the body shop for $200.00 and something dollars several weeks back to get our auto back.

Also concerning the Rental car, after the 08/29/13 date ********** ****** called me saying they were going to charge my credit card for one day rental!  I said why and the agent said no one paid for one of the days.  I called ***** at Grange and she said would take care of it!  She didn't!

********** wrote it off!

Ok on the diminished value, no one here has said anything about this to us!  But the painting of the auto if done will lower the value of our auto, know fact  if taken to dealer to trade in!!! 

So what do we need to submit to your company to show this? 

On the problems still unresolved, yes the body shop is at fault!!!  But I was letting you all know they didn't replace parts that your company paid for,  I have pictures of the parts before and after!  And we will probably find other parts and issues they coved up!

And bringing up about the other auto involved and how they turned out, you approved the repaired to our auto.

So if you would let me know, what you need to for the diminished value claim.

Thanks for your reply back!

Regards,
***** ****






























Business Response:

*** ****,

Your most recent update indicates you are asking Grange what is needed to prove your claim for loss of value to your vehicle if you have it repainted. What we would need to see if something from a qualified person/entity to indicate the reason for loss of value and what that loss would amount to. It is your responsibility to prove the loss that you are alleging.  We will review whatever you send keeping in mind there was no impact to your vehicle and that all damages were cosmetic. As such, we reserve the right to accept or deny any documentation depending on its validity and application to this claim.

Sincerely,

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

###-###-#### x-###

*********

    

 

Consumer Response:
Hi, this is for ********* *******.  Here is a Kelly blue book trade in value showing that if our auto was Excellent $23,294 worth.

Painted auto $19,794 

thanks
*****

 

Business Response:

This is sent in reponse to *** ***** attachement of a Kelley Blue Book assessment for a 2013 ****** ** *********. It shows Trade-In Value for vehicles that are in Excellent, VEry Good Good, & Fair condition. It also show this vehicle with 4,000 miles on it. It does not show that painting a vehicle would put in the "Fair" class. Instead, I think we can argue that if the vehicle is repainted by the ****** dealership (which is what Grange Insurance paid for), the vehicle would be in "Excellent" condition since it has brand new paint, not used paint. Dealerships regularly repaint and touch up used cars for resale and list them in "Excellent" condition. In summary, out position is if the vehicle were to be repainted, it could increase the value, not decrease it to the point of being a "Fair" condition vehicle, especially since it is a ****** dealership doing the work. Again, we believe *** ***** issue is with the dealership that did the repairs. All damages that were documented were cosmetic and paid for by Grange including rental charges while the vehicle was in the shop. Please let me know if you have any further questions.

Sincerely,****************

###-###-#### x-###

Consumer Response:

Value Of Auto not correct
Hi, I don't know how to response to ***** last email!  A new  auto is painted at the factory in a special way, that no body shop can duplicate!  So for him to say it would made are auto more valuably is unreal!  He must be making his claim on a aged auto that been repaired?

When you go to dealers or online and request the value of your auto one of the questions is, has it been painted.  So I am working on getting documentation to show the loss of value.

Regards,
***** ****























Consumer Response:

Auto Loss of Value

Good am.?  Have a question, how long are the checks we have good for?  Also letting you know we have talked to a lawyer!  And also have a interview with a local TV Station!

Regards,
***** ****






























Business Response:

The checks from Grange Insurance are good for one year.

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

###-###-#### x-###

 

Consumer Response:

OK, on the checks!  Trying to get diminished value report.

*****

Consumer Response:

Good morning?  Well no I haven't !  I contacted several companies that do diminished value appraises, they said had to have our auto painted first! 

So I guess we are (word rejected), because I don't want to paint it!!!  Due to then I know it will lose value and not knowing we will receive any money for losing value!   And has you saw the Kelly Blue Book showing it losing value!!!

This whole deal is unreal!

 

*****

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

BBB Comments: BBB Note: BBB requested information/documentation from the consumer, which was not received.

12/30/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I live in a high rise building. The owner in the unit above me, ** ***** had a leak from their ice maker that flooded my apartment. ** ***** is insured with Grange Insurance. Grange Insurance refused to cover the damage to my apartment because "*** ***** did not have prior knowledge that the line supplying water to his ice maker was faulty and therefore has no liability." This is the most ridiculous excuse I can imagine. People buy insurance to protect them from thing that they don't know in advance are going to happen.Luckily, my insurance company (Allstate) paid my claim, but I am still out the $500 deductible because Grange denies liability.They have left me no choice but to absorb the loss or sue *** ***** for damages.

Desired Settlement: Grange should reimburse me for the $500 deductible because they are clearly liable for the loss.

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

Thank you for allowing Trustgard lnsurance Company, one of the Grange lnsurance
Companies, the opportunity to respond to *** *******s inquiry.
This claim involves a water leak from a refrigerator valve malfunction in our insured's
condominium into *** *******s condominium below.

The condominium by-laws state in Section 5.05, Waiver of Subrogation:
"Each Unit Owner hereby waives and releases any and all claims which he may have
against any other Unit Owner, the Residential Association, its directors and officers, the
Declarant, the manager and the managing agent if any, and their respective employees
and agents, for damage to the Common Elements, the Dwelling Units, or to any personal
property located in the Dwelling Units or Common Elements, caused by fire or other
casualty, to the extent that such damage is covered by fire or other form of casualty
insurance, and to the extent this release is allowed by policies for such fire or other
casualty insurance."

****** ****** the adjuster handling this claim, has explained to *** ****** verbally and
in her letter dated December 6,2013 that because the condominium by-laws contain
this no subrogation clause, we would be unable to reimburse Allstate for the repairs to
the damage to his condominium or for his $500 deductible.

Should you have any additional question, please do not hesitate to call me at #######

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/19/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: This letter is being sent to you with hope you can be of assistance to **** ****** regarding his insurance with Grange Mutual Casualty Company. Because he is having some health issues at this time; and as a close friend and also with Durable Power of Attorney to take care of his business affairs, I am acting in his behalf. While **** was visiting in my home this past Christmas with me, he developed pneumonia and was hospitalized for a week. His recuperation was very slow in coming; and because his primary doctor didn't want him to live alone, he is staying with me for the time being. As a result, his home was vacant; and he did not see the damage done by the winter winds until we made a trip there this summer. Even though we had been to his home several times this summer, it was when we were sitting outdoors visiting with his son, we saw the spouting on the north side of the house was in very poor condition. It was confirmed the damage had been done due to weather conditions over the winter months. I contacted Grange Mutual, and ***** *******, a field representative, went to view the damage done to the house. While he was there, he took pictures of the house and the barn which is to be razed as soon as arrangements can be made. Because he felt it not necessary to talk to **** about these conditions, a grim picture was painted for Grange, and ****' s farm insurance has been canceled. The reason Grange gave for cancelling this policy is "Vacant Dwelling. " Because of ****'s illness, it was vacant during the winter months; but ****'s son is now occupying the home and has been since the first of June. After talking with an employee of ****** Insurance Agency in Akron, I was told Grange Insurance will not consider reversing the cancellation of this insurance policy. **** and I have been friends for 31 years; and to my knowledge, he has always had farm insurance with Grange and has paid them thousands of dollars. Without notice, this policy has been canceled. It is my opinion, a Grange Mutual agent should have contacted **** and given him the opportunity to make the repairs needed in order for them to continue carrying ****'s farm insurance. However, they chose to close the account without warning and was not given this option. Our fear is as a result to have an insurance policy canceled will make it difficult for him to get insurance with another company. This is my reason for giving you this information. Do you have any suggestions, or are you in the position to discuss this matter with Grange Mutual Casualty Company and have their decision to reverse the cancellation of this policy which is to expire October 3, 2013-Policy No. ** *******. We will appreciate a response whatever it might be.

Desired Settlement: discuss this matter with Grange Mutual Casualty Company and have their decision to reverse the cancellation of this policy which is to expire October 3, 2013-Policy No. ** *******

Business Response: Thank you for allowing Grange Insurance the opportunity to respond to Ms. ******’s (POA for **** ******) inquiry.   Due to the change in exposure which increases the hazard-Vacant dwelling, the risk is ineligible and will remain cancelled.  The Farm program requires the owner occupy the dwelling in order to be eligible for this program.  The insured was given 36 days to place coverage elsewhere.   

Consumer Response: Thank you for the above letter you sent to me, and my apology for not getting
a response to you before this much time has elapsed.

The Grange Mutual Casualty Group of Insurance Companies failed to give **** ******
lenincy. Their opinion was enough time with their Final Notification
of Cancellation was sufficient for **** to find another farm insurance
company, which fortunately, we were able to do. If their field representative,
***** *******, had even made us aware of the report he was sending to
Grange for reasons to cancel, an explanation could have been given of that
which was being done and perhaps corrections made to meet their requirements
for insurance coverage. At least we would have been made aware of it.

It is. with thanks and appreciation for the interest you took in pursuing
this matter. It is my opinion Grange Mutual Casualty Group of Insurance
Companies should change the manner in which they notify their insurers of
the cancellation of a policy. Over the years, **** has had very few claims
and paid them thousands of dollars in premiums. Then for them to cut him
off "without batting an eye" is sad.

Sincerely yours,

******* ****** for **** ******

Business Response: Dear **********  Thank you for allowing Grange Insurance the opportunity to respond.  Due to the change in exposure which increases the hazard-Vacant dwelling, the risk is ineligible and will remain cancelled.  The Farm program requires the owner occupy the dwelling in order to be eligible for this program.  The insured was given 36 days to place coverage elsewhere. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/13/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: August 18 , 2013 I was involved in a car accident with a driver that has Grange insurance. Two months later and they have done nothing but give me the run a round. They compared my vehicle to similar vehicles that are not in my area and offered way below market value. They wanted me to sign my title and send it to them before they would make an offer on my vehicle. Now two months later and they only ask for more once a week. I might add the other vehicle involved admitted it was totally his fault. I read **** ****** report on grange Insurance and find this is a common practice for this company. Two months with out a vehicle and no help from them period.

Desired Settlement: I want my truck replaced as your adjuster has informed you it is a total loss.

Business Response: I am wrltlng in response to your Inquiry dated 10/17/2013. *** ******** is upset with the value of his total
loss vehicle as well as the length of time his claim has been open and unresolved.

The adjuster obtained *** ********'s information on 8/21, and contact was made that same day. An
independent appraiser was dispatched, and an offer to settle *** ********'s total loss was made on 8/27.
The offer was rejected, and *** ******** advised the adjuster he had some receipts for work that he had
done to the vehicle that he wanted to send in for additional consideration on the value. On 9/3,
*** *********s attomey sent in a letter of representation. On 9/25, after several requests from the adjuster, the
attomey finally provided us with the information we needed to contact the party that did these repairs. We
submitted these receipts immediately after obtaining the information we needed, and the adjuster sent a
new offer to the attorney along with a copy of the CCC evaluation report to review with his client. On 1017,
the attorney sent over a demand that was rejected due to lack of documentation to support an increase in the
value. On 10/16, *** ******** sent in an email advising he was filing this complaint as well as filing suit
against our insured. The adjuster called the attorney who advised that they were no longer representing Mr.
Vanhoose for his claim. *** ******** claims to have found some comparable vehicles that were closer to
his residence that we did not consider. *** ******** can submit those for consideration, and we will
forward those to CCC for review. *** ******** has a 14 year old vehicle with 398,890 miles so the
number of comparables in his local market are limited. CCC expanded their search perimeter until some
comparables were found. At this point, *** ******** and his attomey have not provided any
documentation to support an increase in the value. We will gladly review any documentation that will
support an increase to our settlement offer.

Please let me know if I can be of further assistance in this matter. I can be reached at ###-###-#### ext. ###.
**** *****

Consumer Response: Contrary to *** *****'s explanation On aug. 27 I got a letter from Grange wanting me to sign the title to my truck and have the signature notarized and send the title with the keys to them. NO MONEY VALUE was mentioned. The letter states that they will pay fair market value. I didn't receive what they called market value until Oct. 2nd. Since then its been nothing but the same old tired thing. Send me proof, send me proof. They want to send anything I send them to the same company that has undervalued my truck. I also noticed *** ***** failed to mention the truck has had a newer engine and transmission put in the truck. Well time will tell what his next lame excuse will be.



Business Response:

I am writing in response to your inquiry dated 11/7/13. *** ******** was sent total loss paperwork on 8/22 when we contacted him and determined his vehicle was likely a total loss. The letter stated we were sending this paperwork in advance to expedite the handling of his claim. It took *** ********’s attorney until 9/26/13 to get us the documentation that was needed to add the refurbishments to our evaluation. We submitted all the receipts for the work he had done to his truck to CCC for further consideration, and an increased offer was made based on our new evaluation.

Please let me know if I can be of further assistance in this matter. I can be reached at ###-###-####, or my email address which is *******

Sincerely,

**** *****        

 

Consumer Response: Lets get one thing correct. *** *****'s company has made but one offer period. That was on 10/02/13 at 4:25 pm. The company they employ undervalued my vehicle. They ran a car fax on my vehicle but did not do this to the other three they submitted in their evaluation. Car one has an invalid vin number so I have no way of checking that vehicle out. Vehicle number two has 72 records against it. Vehicle number three has 9 records against it. This company has many complaints against it for under valuing total loss vehicles. Not only with Grange insurance but a host of other insurers. If Grange wishes to submit a reasonable offer I will consider same. But Not from CCC One. There are comparable vehicles listed weekly that more reflect the actual value of vehicles in my area. 

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

Consumer Response: I will not now, nor will I ever allow CCC One to consider anything that is of value for me. They have proven they undervalue everything to make money. If *** ***** wishes to settle this matter then I will accept three thousand two hundred fifty dollars for the truck, ten days loss of use of the truck and retain title to the truck. There seems to be a few items left off the evaluation of the truck itself. It had an am, fm, cd player and not just an am, fm sterio as stated in the evaluation they sent me. Also it had a factory ford bed liner. Both items are factory installed items and not add ons.  It also did not have prior damage to the passenger side of the truck. Also I will not let up on sending out complaints to the attorneys generals office against CCC One and what I feel is an illegal practice.



Business Response:

I am writing in response to your inquiry dated 11/8/13. *** ******** advised us on 8/27 that he had maintenance receipts he wanted to include in our evaluation. It took over a month for *** ********’s attorney to get us the information we needed to submit these receipts for consideration. An offer in the amount of  $2255.14 has been made to settle this claim. Grange will also waive the salvage value and allow *** ******** to retain his salvage at no cost. The process for *** ******** to follow at this point is to submit some comparable vehicles that support an increase in the value that we have. To date, *** ******** has not submitted any documentation to support a higher value. His last reply indicates he is seeing comparable vehicles weekly that reflect a higher value so we simply ask that he send those to us so we can submit those to CCC for additional consideration. Unfortunately, we will not be using an alternate process to evaluate his vehicle outside of our normal CCC process.

Please let me know if I can be of further assistance in this matter. I can be reached at ###-###-####.

Sincerely,

**** *****  

Consumer Response: I am not going to send anything for them to submit to CCC One for valuation purposes. This company Undervalues total loss vehicles on a daily basis. My complaint will stand. *** ***** will see the reports when they come to ******* *** ** and after a Judge sees them first. Thank you for letting me know this so that I can file suit first thing in the morning.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

BBB Comments: BBB requested information/documentation from the consumer, which was not received.

10/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sorry to have to do this but feel no other choice is available. I have moved for personal reasons, and also changed my banking information. I deal with Grange Insurance on ****** ****** ** ******* **** ****** At first I had an agent named ****** which I was informed left the company, I apoligize as I think her last name was *****.

Since then I have dealt with *** ******* ******** *******with no problems except once when I changed banking information he had to come to my home at the time, to pick up a check as he said he never received the one I mailed. I switched banking and called in September 2013 to inform *** *******. I had already gave new phone number. I was transferred to a women called *******and gave her my information and that I needed to speak with *** *******. She said he would call. I called back another time and left another message. I called on October 8 2013 and again was told *** ******* was out sick by ******* *******said *** ******* tried several times to call me. I advised *******I got no calls. *******said she knew for a fact he called. I simply said I never received any calls from anyone. *******kept saying that I had yet again changed banks and she would have *** ******* call as he was out sick. I told her that was fine as I wanted to only speak to *** ******* as I didnt like her attitude with me. *******said "Well I dont really like you".

Before I could hang up I heard her saying I wish you would somewhere else! I am not the professional here, I am a customer. I have always paid on time, updated my information as soon as possible. I feel I was and still am being treated badly. Especially by this Lesle person which I dont even know her name. Also by *** ******* who has not contacted me concerning this matter. I called in September 2013! Im not sure at present time what to do. Im disabled, without a vehicle and Grange Insurance knows this. That is why *** ******* came to my home. This is not professional treatment. This is my life insurance! Please help. Thank you.

Desired Settlement: Want my agent *** ******* to draft from my new account, and call me to resolve this matter. I want ****** terminated for the way I was treated. I also want an apology from *******

Business Response:

Thank you for allowing Grange the opportunity to respond to *** ***** inquiry.


I have reviewed the file and contacted the agent, *** ********, to discuss the inquiry.
The agent has made several attempts to call *** **** to obtain her new banking
information. His calls have not been answered nor have they been returned by Ms. Lee.
The agent has since sent a letter to *** **** with the appropriate forms to be
completed to revise her banking information.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ****** * ****** and myself own ******* ********** in *************. We have Commercial Ins. For 3 years with Grange Ins. Just because we have filed two legitamate claims,because our cooler broke twice and spoiled our food, Grange Ins. Is canceling our policy or not renewing it. We went exactly by their policy and feel this should not be allowed .This is why anyone has Ins. in the first place.What good is it to pay premiums,if you are to be canceled if you are required to use it.

Desired Settlement: I want to be re-instated or not canceled ,as of 09-24-13

Business Response:

$1423.39 paid

I have received your inquiry on behalf of *** ******. After reviewing our files I have
confirmed that we have a policy for ******* **********, #####, originally issued in
September of 2010.  In that period of time we have experienced two claims which were
similar in nature.
2/17/2011 Refrigeration unit went out     $1423.39 paid
4/07/2012 Cooler went out    $1514.52 paid
Given the short period of time that the policy has been in force and the frequency of
claims submitted, we are not offering a renewal on this policy. We did notify the agent
and the customer promptly after the decision was made to allow adequate time to secure
coverage with another company.
Coverage will expire on September 24th 2013.
Should you have any additional questions, please feel free to contact me at your
convenience.

****** ******
Commercial Underwriting
Grange Mutual Casualty Company
###-###-####

Consumer Response:

we were never informed or nor was it in the policy that if we filed any legitmate claim (which Grange insurance approved) that our insurance policy would be canceled.  Isn't this why we have insurance for our business? We had no control over the circumstances that compelled us to file a claim. We had a Cooler and a condiment Bar to go down. Isn't this one of the risks involved in insuring a foodservice business.  What if we had had a customer to fall, then 2 days later a customer become ill. We feel as tho we are being DESCRIMINATED against simply because we filed two small claims. We have done everything the insurance company required of us. We submitted the proper paperwork requested by them. It was completely left up to the insurer to agree to the compensation of the claims. Are they canceling our policy simply becaused we used the insurance in the proper way it was meant to be used. It is is not fair that we are being punished for following the proper procedures and using the insurance for what it was set up to be.
Isn't this why we pay our premiums? How is it possible for any insurance company to be allowed to cancel your policy for filing a claim and for no other reason?

Regards,

*** ******






























BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

BBB Comments: BBB requested information/documentation from the consumer, which was not received.

7/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a signed contract with Grange Ins stating coverage starting on or around April 24th 2012 until April 24th 2013. Per the contract the coverage will terminate on the last day of the contract, on or around April 24th 2013. On or around April 24th 2013 I obtained home owners INS with another provider because Grange INS policy went up around $150.00 totaling 995.00 for one years continuing coverage.

I decided to look around and found a cheaper, just as effective home owners policy. I did not notify Grange INS of my intent to drop their policy; I just refused to pay them. I was getting bills in the mail stating that my policy automatically renewed and will drop late May and that I owed them $77.34 for the additional coverage that I had not signed up for. I had placed numerous calls to reps and to supervisors regarding this policy and that I do not feel responsible for it as I have a signed contract with myself and Grange ins stating coverage dates as listed above, and not a day later. Grange INS rep stated You will have to fax proof of additional coverage and we will erase the charges. My other policy with another INS took effect on May 10th, leaving a gap of 13 days of no coverage. I explained this to Grange INS rep and the supervisor and they stated, just send us that information and we will back date it reducing the charges. At that time I stated that it should not matter that my INS policy started on May 10th or even if I chose, as a home owner, to not even have homeowners INS.

The problem is in the original signed contract stating coverage for 1 year, not a day more. There is nothing in the signed contract stating that I must notify Grange INS that I wish to drop coverage, and there is certainly nothing stating that they will atomically renew coverage. I was never notified, other than when Grange INS was asking for more money, that they would atomically renew coverage. Even though I spoke to multiple people they continued to state Im sorry but there is nothing that we can do, please notify your agent. Even though Grange INS is the one that automatically renewed my policy, Grange INS is the company that sent me statements, and Grange INS is the one that took my payment which I finally had to pay after being threatened with collections.

I do not understand how this contract can state the dates above and then have the above actions taken against me. I would love to have Grange INS either show me in my contract where they are going to atomically renew and request more money or to give me a logical or legal reason how and why they have done this even though there is a contract in place. Even though I advised the supervisor and reps that I am going to the BBB, they continue to state there is nothing we can do in billing. It is as if they dont even care that I have a signed contract with them because they dont even address it when I bring it up.

Desired Settlement: I would appreciate an explanation other than the well we sent you statements because statements are not good enough, statements do not state why they are breaking the contract, statements do not say that I have to notify in writing that I am going to cancel the policy. I would like the legality of this matter explained, as to how they can break the contract that I have with them. If Grange INS is not able to provide this to me then they can send me a refund check for $77.34.

Business Response: Thank you for allowing Grange Insurance company of Michigan the opportunity to respond to Mr. ********'s inquiry.
Mr. ********'s policy was initially written with effective dates of April 27, 2012 to April 27, 2013 and was automatically renewed with effective dates of April 27, 2013 to April 27, 2014.  It is standard industry practice to automatically renew insurance policies. This alleviates the insured from the need to request continued renewal coverage.

Attached is a copy of the policy declarations. Following the section showing the effective dates of the policy term is a statement which indicates that the policy will be renewed for additional 12 month periods. This statement is supported by the continuous renewal condition found in paragraph 6 on H-2 of the policy form. A copy is attached.

Policyholders have the right to cancel their policy by returning it to us or by advising us in writing when at a future date the cancellation is to be effective. This condition can be found in paragraph 3 on page H-1 of the policy form. A copy is attached.

Mr. ******** still has the option of contacting his agent, the ***** Agency at ###-###-#### or visit them in person at 354 W. ******* Street in Otsego  or to complete a signed cancellation request so his policy may be properly cancelled.

I trust this will answer any questions you may have had in regard to Mr. ********'s inquiry.

Consumer Response: Regarding the “response” from Grange Insurance. Paragraph 6 states “if we elect to continue this insurance, we will renew this policy if you pay the required renewal premium for each successive policy period subject to our premiums, rules and forms then in effect. You must pay us prior to the end of the current policy period or else this policy will expire.” This tells me several things: 1: there is nothing stating automatic renewal.  It does read “…we will renew this policy if you pay the required renewal premium…”  Which I did not pay the “required renewal premium” until forced to by being threatened with collections. 2: “…you must pay us prior to the end of the current policy period or else this policy will expire.”  Well this is based around my entire complaint that I obviously did not pay prior so, according to this statement “you must pay or else this policy will expire.”  Which I understand the rebuttal would be “well we automatically renewed (see number 1) so it expired due to non-payment”.  Again, nothing clear regarding automatically renewing and I refused to pay prior which this clause states “if not paid prior to the end of the current policy this policy will expire.”  Again no payment made prior, no policy renewal, and nothing clear regarding automatically renewing. Now, regarding H1 paragraph 3 (a) “you may cancel this policy by returning it to us or by advising us in writing when at a future date the cancellation is to be effective.” This was in fact done, at the time that I signed the contract there was a clause in there, “set for a future date”, that stated “policy expiration date 04/27/2013 at 12:01 am” Now this tells me “in writing” that I have agreed that I sufficiently completed your request that “…advising us in writing when at a future date the cancellation is to be effective.” This is an absolutely disgraceful response of a major insurance company to follow through on for multiple reasons.  First you need to hire an attorney to review the clauses. Second, had I not have experience in contracts and the Courts I would have no idea how to interpret this. Third, this is not customer focused.  Because I have not had my satisfaction given to me by my desired response “explain the legal reasons behind this or give me my money back” my next step is the Attorney General of OH and of MI, of which I have already filed a complaint.  I will not rest at this, it states in Grange INS letter “It is standard industry practice to automatically renew insurance policies.”  Well Grange might not realize this but this is my first home owners insurance.  I did briefly live in another type of living arrangement and at this time I did obtain insurance to cover my belongings and I also did not pay the next 12 month and I was not asked to pay for a “standard industry practice automatically renewal.”  My policy canceled at the time that it was set to expire it canceled due to “nonpayment” so this is not “standard industry practice” as stated. This also states “Mr. ******** still has the option of contacting his agent, The ***** Agency…”  Well ***** had me as a customer for the above policy and again, I was never asked to pay a policy auto renewal, this is the first time this had happened.  I enjoy how Grange states in their entire letter and their correspondence that Grange can collect this money and hold onto this money, however when it comes time for conflict resolution it states “contact the other guy” well the other guy is not asking for my money, Grange asked for my money and Grange took the money out of my credit card, not *****.” So as far as I’m concerned, Grange is responsible since the credit card statement states Grange took my money and the bills state Grange and the correspondence states Grange and the response comes from Grange and this has never happened before when I had ***** before, only from Grange. Again, these are my next steps because the response from grange was not satisfactory, Attorney General (done), letter to Senator representing district of myself and Grange as well as congressman (to be done August 16th 2013). And after that I’m not sure what else I can do other than go as public as possible and hire an attorney.  It is great that I have a signed contract to back me up on this that Grange, once again, will just set aside and not even mention.  Why does Grange have this contract stating the dates of coverage if they are not even going to bring it up or mention it?  No wonder these people only have a ‘B’ scoring on BBB.

Business Response: Thank you for the opportunity to respond to Mr. ********'s follow-up inquiry. We are returning the $77.34 Mr. ******** paid for the coverage Grange lnsurance Company provided from the renewal effective date of 04/27/2013 until it canceled for non-payment of premium on 05/17/2013. Although the policy was renewed in accordance with its terms and losses from a covered cause of loss would have been covered during the aforementioned period, we will cancel his policy effective 04/27/2013 as per his statements in his inquiries that he did not want his coverage with Grange lnsurance Company of Michigan renewed and that he has replaced his coverage with another insurer. The policy will need to be reinstated and re-canceled effective the renewal date of 04/27/2013. Mr. ******** should receive his refund within the next two weeks. I trust this will answer any questions that you may have in regard to Mr. ********'s inquiry.

Consumer Response: Thank you very much for your help BBB. I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 




















BBB's Final Determination: Consumer accepted resolution offered by the business.

7/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was sold a homeowners ins policy and was told that I had replacement for any and all of my personal belongings we had a brake in at our apartment were I live and $4042 worth of equipment was stolen today i was told that they would only pay what they said it is worth and that i would only get $489.00 for everything

Desired Settlement: I feel that they owe me my $4042 minis my $1000 deductible

Business Response:

Date of Loss: 6/26/2013

To whom it may concern:
This letter is in reference to Mr. *****'s complaint relating to the value of the items claimed and
depreciation. On June 30, 2013, our insured ***** ***** was contacted regarding a June 26,
2013 theft loss. He provided a list to claim representative **** ******** for an ****, ****, and
laptop computer. These items were priced and an actual cash value settlement of $485.58 was
sent to Mr. ***** June 30,2013. Depreciation was withheld based on the reported age of items
from Mr. *****.
On July 2, 2013,l received the complaint and called Mr. ***** who advised there were
additional items that were not included in our original settlement. Mr. ***** submitted a list of
the additional items and pricing and indicated that about $700.00 of his loss was for ******
music that he was able to be recover free of charge. We also reviewed the $400.00 difference
in his **** laptop pricing for the laptop and verified that our pricing was correct through the ****
Manufacturer's website.
With the additional items added to the claim, our actual cash value settlement was increased to
$1183.65. Mr. ***** and I reviewed the pertinent policy language on why the depreciation on
the items were held and have agreed to the full replacement cost of $3,281.76 for the claim
pending any new information. An additional payment of $698.07 was issued to Mr. ***** on
July 2, 2013 for difference between the original actual cash value settlement and the updated
amount.
We are in agreement currently on the price of his items on a per line basis and Mr. ***** is
aware of what he would need to recover the recoverable depreciation on his items.
If there are any further questions please call me at 800-***-**** ext ***.
Sincerely,
******** ********, AIC, ARM
Inside Property Unit Manager

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a notice in the mail stating that I owed Grange insurance company $80.46 for an insurance policy that I had cancelled prior to a new bill becoming due. I contacted Grange early in May after receiving a bill stating that my amount due for the month of May 2013 was much higher than what I had previously been paying since Feb/2013. The billing dept couldnt explain the increase they said that I needed to contact my agent which I did. He stated that he would contact me back in a hour, he did not.

I never heard fom him again so on 5/17/2013 I signed up for a new policy with *****. I contacted my agent again he stated that he would call me when he reached his office agian he did not. I called a second time he didnt answer but he texted me instead stating that he was in a training in ******. I replied I needed to find out how to cancel my policy. He asked for more time to find me a cheaper rate at which time I advised that I had a new policy with ***** (I still have this texted conversation saved in my phone) he stated "ok I will contact you in a month or so because im certain I can find you lower coverage" however, he still didnt mention what i needed to do to have my Grange policy cancelled.

I then called ***** for help, they contacted my grange agent for me he stated he needed a copy of my new policy which ***** sent while on the call as well as the form stating that I wished to cancel my Grange policy ###### was also faxed to him. This took place on the 17th of May prior to my grange policy becoming due on May 23rd 2013. I never received a refund from grange and I also never received my cancellation letter that ***** requested to be mailed to me. I dont owe this company anything infact the company owes me money because my policy should have been cancelled on the 17th of May and the next pmt due to grange wasnt due until the 23rd or 24th of May. If the policy was not cancelled effective for that date that is due to my agent which is out of my control and at no fault of my own

Desired Settlement: I would like this matter to be resolved as soon as possible, I am requesting a refund and a confirmation letter stating that the policy was cancelled. I had requested that my policy be cancelled on the 17th of May which it should have been per my request as the policy holder. The form stating that I had new coverage and would like to cancel my policy was faxed as requested per the agent even if it took a day or two it was still prior to my May 23rd due date with grange.

Business Response: Grange Indemnity has contacted the customer directly and the customer has stated that the required documentation will be sent to Grange today.  Grange will then review and adjust cancellation at that time.  Thank you.  Sonya Winland 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Im having problems getting the claims adjuster *** ****** to contact me about my damaged car. ive only spoken to her voicemail. ive called lots and lots of times. and I told her I can only take phone calls at lunchtime or to call my wife at her job. she calls at 1:19 after my lunch break is over. If she is that busy of a person she should have a receptionist to answer her phone. Grange should have a better way of communicating to people about their claims. They should have an afterhours number to call. Some people have to work for a living, and cant make or receive calls during business hours. I just want know where I stand with getting my car fixed

Desired Settlement: I just want someone to contact me some way via phone call at night, text message , email something. I just want my insurance money so I can get my car fixed. ive sent in the estimates to grange. I just want my money and a rental car while my car is getting fixed

Business Response:

Please allow this letter to serve as a response to the complaint filed by *** ***** about the difficulty in
reaching his claim representative about the damages to his 2003 Ford Taurus.

*** *****' claim was reported to Grange on May 28"; however, we did not have his phone number so a
contact letter was mailed. Our representative traded voicemail messages with him on June 4th , 5th  and 6th.
In an email on June 6th, *** ***** advised that be worked construction in an area with poor cell phone
reception and left a voicemail that evening with his wife's phone number, indicating she could be reached
during the day. We were successful m reaching **** ***** on the morning of June 7"and all of the
information needed to finalize the claim was gathered at that time.

A settlement check in the amount of $1858.87 was issued on June 7" for the repairs to the vehicle. It
would appear that *** *****' complaint has been resolved to his satisfaction. Should you have any
questions or require additional information, please contact me at the number listed below.

**** ********
Grange Insurance
###-###-####

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Okay so My husband of 20+ years left. He took care of everything. So after he left I tryed to take on repairing my house little did i know the front pipes busted a little and mold started to form so I called grange to come out and look. The women swore up and down they would be able to repair everything but then 2 weeks later nothing but a drop of insurance letter after 19 years of payments not a single claim but they drop me.

Desired Settlement: Just fix what they promised I love my home but with the damage I cant have my family in there with mold. I mean come on thats like waste of 19+ years of payments even with the damage it was starting to rack up to 40k but I have paid over 100k easy.

Business Response:

This letter is in response to a complaint filed by **** ******* ******* regarding the damages to her home. The complaint indicates that Grange Insurance wrongfully denied her claim for damages from a plumbing leak.

On June 19, 2012 Grange Insurance received a claim reported by **** ******* for damage from leaking plumbing which has caused damage to her basement, foundation and foyer. Grange Insurance adjuster ****** ******* contacted **** ******* that same day and scheduled an inspection for June 20, 2012. Upon inspection, ****** ******* found multiple areas of damage in the residence which appears to have been ongoing issues. Grange Insurance then hired a third party engineering service which inspected the residence on June 25, 2012. The engineering firm determined the damage at the ******* residence to be from several unrelated issues that has been going on for a period of 6 months and longer. Grange Insurance denied *** * **** *******’s claim on July 7, 2012 for failing to give Grange Insurance immediate notice of their claim and not protecting the property from further damage.

CONDITION – SECTION 1

1. What To Do In Case Of Loss

If a cover loss occurs, the insured person must:

(a) give immediate notice to us or our agent. In case of theft, also notify the police, In case of loss under Credit Card, Charge Plate, Fund Transfer Card and Check Forgery Coverage’s, also notify the issuer of card or plate or the bank;
(b) protect the property from further damage, making necessary and reasonable repairs to protect the property, and keep records of the costs of repairs;


**** *******’s policy was set to cancel due to substantial change in risk in the property condition that had occurred since the policy was written. A coy of the engineer’s report is also attached. The policy cancellation was written on July 10, 2012 and was effective August 13, 2013.

In addition to the claim filed on June 19, 2012, the *******’s also filed a claim for hail damages on May 25, 2011 on which $9,336.37 was paid.

Grange cannot reconsider paying for the damage from the claim reported June 19, 2012 because the conditions of the policy were not met.

Please contact me if you have any additional concerns.

Sincerely,

**** ******* ***** ***
Field Property Manager
Phone: 1************* * ***
Fax: ************
***************************


Consumer Response:  They told us that they would be able to help fix the house up and then they wanted to say no. I don't understand that at all. The engineer and the insurance women told us it was okay so I feel like they should do what they said they would and fix up the house. What is the point of us having insurance if they can't do nothing to help.
































BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

BBB Comments: BBB Note: BBB requested documentation/information from the consumer, which was not received.

3/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Failure to respond to various phone calls as well as emails concerning Auto Accident Settlement. Greetings, I was in an auto accident in the middle of last year that totaled my vehicle. This accident was not my fault even though I was given the citation. I fought and won against the citation and had it thrown out. I submitted reports, photos, etc. to my insurance provider and they "worked" with Grange insurance. Progressive paid out the others involved in the accident and I was told I would receive a settlement as well, as the accident was supposedly a 50-50 accident. I received an email with my Adjuster's name, extension, and claim number (************). The claim sat for awhile before I was notified of anything, and was told I would receive something. For the past 5-6 months, I have been trying to get in contact with my claim rep ("*** ********" at EXT ***), with absolutely no success. I have left several voice messages and was not given an email to contact him. It has now been 7-8 months since the accident and I have received nothing, as well as no contact from the insurance company. This is unacceptable. I have a low paying job and cannot afford to buy another car without the help from the settlement. I have now been 7-8 months without a vehicle (minus a truck I scrounged the money for that ended up lasting not even a week before it stopped working, but that is unrelated to the matter at hand) and I need to be able to get back on the road and get my life moving again. This no contact is hurting me financially.

Desired Settlement: I am seeking for the company to complete a simple list of items: 1. I need to be contacted by someone at the insurance company (I would prefer a superior to this "*** ********" as that name has made me rather upset over the past few months) about the issue and my settlement 2. I need my settlement. My transportation was totaled, and I additionally want compensation for pain and suffering. As written in my reports, I came out of the accident with neck and back pain, and this caused me some

Business Response: This letter is in response to a complaint filed by ****** ******** regarding the liability decision made by Grange Insurance and delays in the reimbursement for his July 13, 2012 auto accident. I spoke with ****** ******** on March 12, 2013, explained the 50/50 liability decision to his understanding and resolved the claim. The liability decision was a mutual decision made by Grange Insurance and Mr. ********'s auto insurance provider, Progressive Insurance. Grange Insurance reimbursed him for 50% of the actual cash value of his total loss vehicle as well as sales tax on a replacement vehicle. Grange Insurance additionally reimbursed him for one day of lost wages. All payments were issued on March 12, 2013 to Mr. *********'s satisfaction. Grange Insurance was awaiting the subrogation demand from Progressive Insurance and we were unaware ****** ******** did not carry collision coverage on his policy. Please contact me @ ###-###-#### with any questions.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/25/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am starting out new sence I forgot something in report. I ******* filed a claim with grange Insurance Companie. I have a 1990 Ford 250 Truck Driveable Drivers side damage, left front Other driver was tickited. They insist on totaling it, I perchesed a new fender Lights for it. and will buy paint and sandpaper to fix truck, Reapaires will be four hundred dollers. I have a 500 doller dedectabe took it to a body shop wave dedectable, This Person **** *******, Clams Representative told me I have to total the truck. I cntacted an Insurance atturney no fee on the internet he said There is no such law that I have to total the truck. He also said If I total it Thay will not insure it any longer. plus I do not wish to total the truck. So I canceld the claim, I want to claim repairs on the truck. Claim number is ************ that I used,and was given, I will fix it myself It will give me something to do, Plus I will enjoy doing the work. *******

Desired Settlement: $:400.00 for repairs in payment to fix truck myself

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

BBB Comments: Consumer did not respond to request for more information.

10/20/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called Grange Insurance because lightning hit my modem and my sons xbox i got my modem fixed from my internet carrier for free when i called grange to see if my sons xbox was covered under my home owners ins. they said i was cancelled i was in disbelief i ask why they said i didnt pay my bill i said what do u mean i didnt pay my bill i must not have got a bill then i ask if my car insurance was paid up she said yea so i ask her why would i pay my car and not my house? she said she sent 3 notices out which i never recieved i said when was the last time i pd she said june now this is august 3 im talking to her. so i ask if i could just pay it she said no she couldnt reinstate so i only missed july's payment and now they are sending me a bill for when they said they covered me i couldnt get my sons xbox fixed and they covered me when???? thats what i like to no and i also called the post office to report me not getting 3 notices from them and he told me to keep an eye on my mail and if anything else comes up missing they would investigate just seems kinda funny i didnt get 3 notices from them and they didnt go back to the post office.

Desired Settlement: for me not to have to pay the 50 something dollars which i wasnt covered or my sons xbox would have been covered and i wouldnt of had to buy a new one i think my bill was due on the 17 of the month so i only missed the one cuz i didnt get a bill

Business Response:   Grange provides a variety of billing and payment methods for the convenience of our customers.  Generally speaking, our billing routine is to issue the invoice to the insured and if the payment is not received by the due date, we will send a Notice of Cancellation/Lapse Notice advising the insured that they still have time to keep their policy in force.  In the event the policy cancels, we will also send a document advising the policy is canceled/lapsed and if any funds are due to the company.   Please note that the billing cycle and billing timelines vary by product and billing option.    We ensure that our billing routine is in compliance with the respective statutory guidelines and that we provide sufficient notice to the customer to pay their premium to prevent a policy from cancelling..   While we are sorry to lose Ms. ****** as a customer, many of our policyholders take advantage of setting up a monthly Electronic Funds Transfer online through My Grange Account at GrangeInsurance.com. Customers can set up what date of the month they want their premiums to automatically be deducted from their checking account to make sure they always have coverage.   Additionally, we accept payments via the web and phone 24/7. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/28/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My Grange Policy Number is ** *********** On June 3rd at approximately 1215pm at **** ********* **** ******* ****** ****, we had a severe thunderstorm with hail (I have pictures of the hail). On June 26th, my next door neighbor had a contractor inspect his home for hail damage. It was determined my next door neighbor's home did have hail damage from the June 3rd storm. His insurance company ***** **** confirmed the damage and cut him a check for the damage. I then asked the contractor to inspect my home for hail damage. He determined we also had hail damage from the June 3rd storm and suggested we file a claim. 

On June 27th we called the Grange Insurance Claims office and file the claim. Later that day I received a call from the Grange Adjuster ***** ******* to set an inspection appointment. He first told me on the phone there was no hail storm reported in my area on June 3rd. I told him he was wrong and I have pictures to confirm it. *** ******* arrived at my house on June 28th at approximately 11am. Before he even inspected the home, he told me there was no hail storm in the area and he wasn't paying for a hail damage claim. I showed him the pictures of the and he dismissed them as irrelevant. I challenged his decision based on the State Farm's adjuster agreeing to the Hail Storm and Hail Damage.
 
I spoke with *** *********'s supervisor ****** ****** ******** **** ***** and he told me he was in agreement with *** *****'s decision and they would not approve the claim. I then called my agent's office in ********** ** (he is no longer with the company) and spoke with **** ****. I told her I was very upset about the decsion not to approve my claim. She then told me that Grange has had a lot of Hail Damage claims recently, that they have been paying out a lot of money in claims and they had to put a stop to it, so they started denying many hail damage claims. I feel Grange had predetermined that they were not going to approve my valid claim because they are trying to reduce their claims paid.

Desired Settlement: I want Grange to acknowledge there was a Hail Storm at my house on June 3rd. Acknowledge that there was hail damage to my house and pay the claim. I cannot understand how a company as large as State Farm can pay a claim for the same storm and similar damage to my next door neighbor's house and yet Grange can dispute that there was a hail storm and refuse to pay.

Business Response:

 

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We received this claim on June 27th. Claim representative***** ******* contacted *** ****** the same

day and inspected the property on June 28Ih. Prior to his inspection on June 2gth, ***** ran a

Hail HistoryTM report for this address which showed that there was no hail in the area on the date of loss

reported.

Upon arriving at the property, *** ****** showed ***** photos on his cell phone of pea sized hail on the

ground of his yard which he said occurred on June 3 . During his inspection,***** found light damage

on two sides of the home which was consistent with hail damage. However, the hail in the photos on *** ***'s cell phone is of insufficient size to cause the observed damage.

***** assessed the roof as well, but did not find any damage consistent with hail. There is an algae

growth on the rear of the roof that would have shown splatter marks had hail of sufficient size to cause

damage fallen on the insured's roof recently.*** ****** claimed that a window was broken from the hail.

The damage to the window was not consistent with hail impact. ***** found in his inspection that directly below the shattered window there is a thin plastic window well cover which you would expect to see damaged as well had hail shattered a double pane window just above it.

***** explained his findings to *** ****** following the inspection and informed him that his claim would

be denied. The hail damage that was found on the siding was from an event prior to the 6 month

reporting requirement in his policy for wind and hail losses. A written denial of coverage was sent to*** *******I spoke with *** ****** on June 28'h regarding his claim. He stated he felt like ***** already had his mind

made up and was going to deny the claim regardless of what he found. He also was upset that another

insurance carrier had paid for his neighbor's damages. I reiterated our findings and that the hail he had

photos of was of insufficient size to cause the damages he's claiming. In addition, the Hail HistoryTM

report shows no hail activity at his address within the last year. I also explained that I did not have

information to be able to answer his question about the coverage decision of another carrier.

Thank you for giving us the opportunity to explain our position. If you have any further questions, please feel free to contact me at ************** **** ****
Sincerely,

***** ******

Field Claims Property LOB Manager



BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/8/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a car, had insurance with Gap coverage to cover the entire loan in case of total loss and they are not honoring that contract. Simple. The insurance providers, Grange Insurance are not agreeing to pay for our vehicle. It was totaled last week. I have been commented to about where I bought the car, to the fact that I paid retail. With the purchase of additional insurance they should pay for the car entirely. I have talked to ***** ext.244 out of the Cincinnati office who is a regional manager who stated he will not allow me to speak to anyone else? The Gap Insurance was purchased, the car is covered and they still are refusing to pay my claim. I do not know where to turn. Please help!!

Desired Settlement: I want my vehicle paid for minus my deductible. That's it. It is what I paid for and now they should hold up their end of the deal. It's like they are trying to give the impression to me that they are not responsible when they clearly are. I paid my insurance. I don't have the resources to stand up to them. Please help :(

Business Response:

In response to your correspondence dated June 18, 2012, I have reviewed the above captioned claim and respond accordingly. ******* and *** **** are policy holders with
Grange Insurance Company. A vehicle owned by Mrs. ****, was involved in a total loss accident on May 29th, 2012 and a settlement offer was extended on May 31st, 2012. Mrs. **** had concerns over the value of her 2004 Holda Accord and the coverage beneft available under Loan Lease Gap coverage.

An indepdenent market search, performed by CCC, was completed and determined the actual cash value of the 2004 Honda Accord to be $6825.00. This market search took into consideration the options, milage and condition of Mrs. ****’s vehicle. In an attempt to resolve her claim and after a review of the NADA value, we agreed to increase the offer to $7200.00. Also, to confirm our offer was representative of the fair market value of her vehicle, an additional market search was completd. Considering the mileage difference of her vehicle, with 160,381 miles and the comparable vehicles with 115,000 and 104,736 miles, the additional research supported our offer of $7200.00 and not Mrs. ****’s demand of $11000.00. I have included these documents for your review.

If Mrs. **** chose not to accept the offer of $7200.00 less her $1000.00 dedutible taking $6200.00 for the actual cash value of the car, her policy provides an appraisal option:

Appraisal

    1. If we and you do not agree on the actual value of the vehicle, either party may demand an appraisal of the loss. In this event, each party will select a competent appraiser. The two appraisers will select an umpire. The appraisers will state separately the actual cash value and the amount of the loss. If they fail to agree, they will submit their differences to the umpire. A decision agreed to by any two will be binding. Each party will:
      1. Pay its chosen appraiser, and
      2. Bear the expenses of the appraisal and umpire equally.
    1. We do not waive any of our rights under this policy by agreeing to an appraisal.

Mrs. **** was advised of the appraisal option, however chose not (to) pursue this avenue to reach an agreement. This is the method Mrs. ****’s policy provides to resolve a dispute in value.

In regard to Loan Lease Gap Coverage, Mrs. ****’s policy provides coverage for up to 125% of the actual cash value in the event that a vehicle becomes a total loss. Her policy states:

Limit of Liability – Loan Vehicles

Our limit of liability in the event of a covered total loss to your covered auto that is not a leased vehicle will be greater of the:

    1. Unpaid principle, less:
    1. The amount of finance charges and overdue principal, outstanding under a finance agreement used solely to purchase your covered auto and its equipment;
    2. Costs for exte3nded warranties, Credit Life Insurance, Health, Accident or Disability insurance purchased with the loan; or
    3. Carry over balances from previous loans.
    1. Actual Cash Value of the stolen or damaged property.

In the event of a loss the most we will pay is 125% of the Actual Cash Value.

Since the value of the 2004 Honda was determined to be $7200.00, the maximum benefit available under Loan Lease Gap coverage was $1800.00. Mrs. **** was under the impression this endorsement would pay the balance, regardless of the amount. Because of the policy language, additional money owed to Mrs. ****’s lien holder, Guardian Finance Company, would be her responsibility.

Based on our information and documentation the offer of $7200.00 less the deductible for a total of $6200.00 is a fair reflection of the current market value of Mrs. ****’s vehicle. In addition, Mrs. **** has been offered the maximum benefit under Loan Lease Gap Coverage. Mrs. **** was explained the method her policy provides to dispute the offer and resolve this matter.

I am please to advise you and the Better Business Bureau that we have been in contact with Mrs. **** and Guardian Finance Company since the complaint was filed on June 7th, 2012 and have resolved Mrs. ****’s claim and this matter.

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BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/7/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: False documentation on an accident that I WASN'T in. Grange Insurance sent false information on a Clue Report through to Choicepoint/LexusNexus saying I'm responsible for an accident I was not involved in. This was an accident of a family member. Motor Vehicle Reports shows proof that I wasn't involved. This was in 2010, this has been affecting my insurance rates, costing me money with other companies and I didn't even know it existed.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want this fixed in a timely manner. This has also been doubling my rates with other companies and I'd like to see that reimbursed.

Business Response:

June 25,2012

I am in receipt of the June 11, 2012 complaint filed by ******* ********* regarding her being

improperly listed as the driver in a February 27, 2010 accident.

The claim was reported on March 1,2010 and was assigned claim number ********** under

***** ********r's Policy Number *********. ***** ********r

is *******'s father. *******'s

sister, ********* ********, was reported as the driver and was properly captured in the Grange

lnsurance claims system.

Ms. ********* cantacted ***** **** in Claims Processing on June 11,2012 regarding the error in the CLUE reporting system. A CLUE Auto Claim Correction Form was filed and a letter was sent to Ms. ********* confirming this filing and advising her that it normally takes

approximately two weeks for the correction to be made.

As this issue was caused by an error within the CLUE system, and was not a Grange error; we

are unable to consider any reimbursement towards Ms. *********'s affected premium rate.

Please contact me at ************ ext. *** with any questions.

Sincerely,

*** ******

Regional Claim Manager

Representing Grange and Integrity Insurance

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BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/6/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My complaint is over a claim I filed for roof and window damage involving wind, hail and/or ice. The window was replaced but the roof was in dispute. The adjustor showed up on May 11th and did not get up on the roof to inspect ( my contractor and mother-in-law witnessed this). According to her report she said she did and even inspected the flashing which was IMPOSSIBLE as they are covered with aluminum because they have been damaged. She then proceeded to hire an independent engineer ( notice I said hired) to inspect our roof and found no evidence of wind or hail damage but the roof was considered in need of repair ( new house 14 year old roof). In the meantime a company came through our neighborhood and has replaced many roofs through insurance claims ( none of them with Grange). In the meantime I am told that just because the house to the right, left and behind me have damage, as well as many others mine was okay as ice and hail fall at different rates within 30 feet of each other. I have been a lifelong customer of Grange and they gave me the runaround when I had to use supplemental insurance when I was hit by an uninsured driver. I should have seen it coming.

Desired Settlement: I'd like my leaks in the roof fixed!

Business Response:

 

Grange Mutual Casualty Company is in receipt of the above complaint and will attemptto address the issues as requested.

 

Wereceived this claim on October 13, 2011. Claims Representative ******* ****** attempted contact twice beforereceiving a return call from **** ******* on Monday October 17, 2011.  She requested that ******* set up an appointmentwith *** ****** from ******** *********** to inspect the damages.  After several cancellations by***, ******* wasinstructed to inspect the loss on her own. *** gave her instructions on what to look for.  ******* was able to see from the ground thatthe wind had pulled siding up around the window which had allowed water toenter into the home causing damage in the garage.  An estimate was prepared and ACV payment wasmade.  There was no indication of wind orhail damage to the roof.

 

OnMay 10, 2012, ******* received a call from **** ******* who said that *** toldher that the roof is damaged from wind and hail.  ******* met with *** who pointed out areas onthe roof where he had done four prior repairs and that the roof cannot berepaired anymore.  He stated that therewas now extensive damage across the roof from wind and hail.  Due to the roof being very steep,******* wasonly able to access lower areas of the roof and did not see any evidence ofwind or hail damage to any flashing, downspouts or shingles.  ******* requested that *** send her theinvoices for the prior repairs for review.

 

OnJune 7, 2012, ******* was contacted by the contractor.  He said that he would not provide her withdocumentation from prior repairs.  Hisposition was that the entire roof needed replaced due to extensive wind andhail damage.  At that time, ******* hired ***** *********** **** ***. to inspect and evaluate the roof for wind and haildamage.

 

********** ***. from ***** *********** contacted ******* following his inspectionand stated that he found no evidence of wind or hail damage to the roof.  ******* discussed the findings with ********** and provided him with a copy of the report.  She informed *** ******* that if he had otherleaks, that he could file a new claim for those damages so that they could beevaluated.

 

 **********contacted me on June 14, 2012 to discuss his concerns.  I went over the engineer’s report with himand explained that, although there may be other leaks, these are not due todamage from wind or hail.  He asked me ifhe could hire his own engineer.  Iexplained that he could at his own expense and that we’d be happy to review anyfindings.

 

Basedon our investigation of the claim and the evaluation by ***** *********** *******., we cannot pay to replace *** ********* roof as there is no wind or haildamage present.

 

Thankyou for giving us the opportunity to explain our position.  If you have any further questions, pleasefeel free to contact me at ************** **** ****

 

Sincerely,

 

 

***********

FieldClaims Property LOB Manager

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

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

Consumer Response:

There is no resolution. I have a contractor who says my roof has damage from weather and there "expert" says no. So on tie games the insurance company wins? I asked if I got another contractor (or multiple contractors) to agree roof was bad and they said it would not matter. So their voice is golden and mine is disengenious.



Regards,

***** ******* 


BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/22/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The insurance agent I was working with took it upon him self to sign one of my documents for my life insurance policy and from what I understand changed policy from what we had talked about. I was also told by Mr.**** that my agent sold me the wrong kind of insurance to begin with. I was unhappy with him towards the end and it wasnt until Mr. **** called me him self and brought it to my attention that my agent had forged my signature. I was then offered a $50 gift card and still have not got it. And at first they were not going to do anything about the agent and the fraud he commited. The owner just "talked" to him. Not until after I brought up about me talking to a lawyer maybe about it that the owner did something! I was paid back for what I had paid into the life insurance.

Desired Settlement: DesiredSettlementID: Not applicable I think ALL the money that I had been paying for life insurance, car insurance and rentors insurance should be paid back to me because after looking into all of it I was not sold what I should have been sold.

Business Response: May 11, 2012 Better Business Bureau Complaint Case #XXXXX We are sorry to learn of Ms. ****'s frustrating experience when applying for life insurance and appreciate the opportunity to respond to her complaint. During our research, we were unable to locate any application or policy information for **** Since her complaint referenced an agent ''Mr. ****", we called a local Grange agency, ****Insurance Agency in Gahanna Ohio, to see if **** is their client. In speaking with ****, she indicated that Ms. **** is their client and applied for life insurance through their agency with **** Insurance, not with Grange. She said Ms. **** formerly had Grange auto insurance. Ms. **** speculated that perhaps that's why Ms. **** thought her life insurance application had been submitted to Grange. Ms. **** assured me that their agency would contact Ms.**** to resolve her concerns with her **** life insurance application. Please let me know if you have any questions or if I can be of further assistance.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/15/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: FAILURE TO PAY PART OF INS. CLAIM OR TO TELL US,WHAT THEY NEEDED TO SETTLE REST OF CLAIM. ***** IN ***** **.,FILED A EQUIPMENT BREAKDOWN AND LOSS OF FOOD CLAIM ON 04-07-12 WITH GRANGE INS.,WHICH WE HAVE A BUISNESS POLICY WITH. THE CLAIM # IS XXXXXXX.THEY PAID US FOR PART OF THE CLAIM,WHICH WAS THE EQUIPMENT BREAKDOWN,BUT SAID THEY NEEDED MORE PROOF ON THE FOOD LOSS.BUT THEY WANT TELL US WHAT THEY NEED FROM US,TO SETTLE THE CLAIM OR WILL NOT RETURN PHONE CALL.WE PAY OUR PREMIUMS,WHEN THEY ARE DUE ,AND THEY SHOULD HONOR THEIR POLICY WHEN WE NEED THEM TOO.

Desired Settlement: TOO HONOR THEIR POLICY AND PAY US FOR FOOD THAT WE LOST.

Business Response: We have been in contact with the insured. In our conversation on May 3, the insured confirmed that they do not receive mail at the address we were provided. The letters we had sent explaining the documentation needed were not received. We obtained a corrected mailing address, as well as speaking in detail with the insured about the documentation needed for the food spoilage loss. He also confirmed that the messages left with **** on April 10 and April 13 were not received. We now have correct telephone and mailing information for the customer, and have communicated with him directly what is needed to conclude the handling of his covered loss.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/15/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Grange insurance is so terrible when it comes to returning money the took my money out my bank account after I canceled my policy they did not want too put my money back into my account after a over-draft thanks too them. Grange Insurance want to cut me a check & told me I should have my money seven to ten bussiness days it has been 10 days and all they can tell me is the check is in the mail the funny part about this is the mail from the same state I'm in.

Desired Settlement: DesiredSettlementID: Refund Too have my money put back into my bank account like they found it

Business Response: Contact Name and Title: **** Contact Phone: XXXX Contact Email: ******@grangeinsurance.com Grange's Easy Pay (EFT) authorization form signed by the customer is only for authorization to withdrawal funds from the customer's account. Grange does not currently have the ability to credit a customer's bank account.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/27/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: refuse to pay for all the maintenance & repair bills on our "fully covered vehicle" which was the fault of an uninsured driver. poor customer service Date of Loss:2/14/2012 Claim **XXXXX. My husband was hit directly in the r front end drivers side by an uninsured driver in IN. Our truck sustained body damage to that area as well as under the hood & mechanical damage from the force & abrupt right shifting of the mechanics under the hood which it obviously sustained. We have repeatedly told Grange the truck was in fine mechanical order prior to this accident(no noise) & immediately after the accident there was an obvious noise a mechanical problem & this all needed to be check out. We took the truck to the body shop & after "taking a ride" with my husband the body shop also agreed that something was definitely wrong with this truck & there was obviously a problem & "definite noise" coming out from the mechanical area under the hood & they would have "their out of town mechanics/people" check it out. This truck was then in "their mechanics people" hands for approx. 28 days & was was never diagnosed or repaired by anyone. My husband ask that his truck be returned to the body shop where he had originally dropped it off; so at least that repair could be done(since we only had a 30 day rental reimbursement)& he was without a vehicle. He stated he would personally take it to "our local **** service dealer" to have the obvious mechanical problem diagnosed. Once we got the truck back, he immediately took it to our local **** service people & it was immediately diagnosed by their mechanics to have an under the hood/mechanical problem. Grange was given an estim. on what the cost would be to repair. Their Adjuster evaluated the situation & then he "determined it was not an "accident related problem" & Grange refuses to pay for the repair of this vehicle on this still very "open accident claim". We have taken tons of personal time away from our jobs & have had a loss of income due to having to make several calls to Grange Rep's (*************)I have left voice mails which coincidently have not been returned to me (**********)& we have basically been completely shut down & told that "Grange's Adjusters", not the professional mechanics at **** are making their "guess" that this may have been a **** problem from the start with the truck & we should go "after ****" for a bad product or recall issue to pay for this repair. I strongly disagree with all of this nonsense & state that this truck had absolutely no mechanical problems or noise prior to this accident. We continually have noted, documented & reported this all to Grange immediately following the accident as well as to the body shop. Why else would the body shop man after taking "a ride" with my husband concur & have this vehicle sent out of town to their mechanics immediately & prior to them starting their part of the repairs? In addition to that, please make note, I was again told yesterday that again their Grange Adjuster is "guessing" that this mechanical/noise issue was & is a **** product problem or a recall issue" & since my husband uses the truck for work(he's employed with a construction contractor)it probably was also a "wear issue"! To make matters even completely worse & frustrating I was told by a Rep.(****)last pm 3/29 @ 6pm that we should again go after **** & also the uninsured driver's insurance carrier to maybe receive back the $500.00 deductible that we had to pay & the $2000 to $2500 that we are going to have pay out of pocket(since Grange our insurance will not pay or reimburse us). REALLY why exactly do & have I paid my mthly ins. premiums to Grange for the past 39+ years? I thought I was paying for "full coverage & service when "in need". "Grange Mutual Ins. Customer service & liaison people need to do "their jobs" and quit being so unfair to their clients! So much for me being a loyal customer of Grange's all of these years & trusting them to help us out 100% when we need to file a claim! I feel completely defeated, frustrated & ripped off..go after them! Thank u

Desired Settlement: (1) **** and **** should receive 100% reimbursement from Grange Mutual immediately of the $500.00 deductible paid by or deducted from their claim. Due to accident not being their fault and hit by uninsured driver, Grange needs to recover this from the above party as stated in the Declaration of Services documentation to client (not the client) (2)Reimbursement @ 100% to *****, ***** for the costs of complete repair and to the customer's satisfaction of damaged vehicle. If Taylor party is forced to pay costs in order to get this vehicle back in their possession the entire costs incurred to them for the service/repair of this vehicle must be reimbursed and processed to the party of **** and **** on the date of return to customer. Reimbursement plus interest will be incurred to Grange Mutual Insurance with each day after. (3)**** and **** shall be reimbursed @30.00 a day for each day "loss of vehicle" from the accident date of 2/14/2012. Due to the fact that this claim and non-payment of this claim has been dragged out by poor service and misrepresentation of services provided by Grange Mutual and their Representatives (4)Fair and monetary reimbursement to and agreed upon by both parties involved(**** and ****) due to the continued and ongoing emotional, mental distress and anguish incurred and resulting directly from the initial filing of the APV001415044 accident claim, inadequate claim processing, poor customer service, non-payment of benefits and poor resolution of claim in a timely fashion. Please have Grange Mutual personally address all of these issues fully and or 100% address, pay out and resolve this claim immediately to **** and ****'s satisfaction or litigation processing work will begin: A)Misrepresentation of benefits provided by & legally documented under the Declaration of coverage through Grange Mutual B)Clients suffered vehicle loss and financial hardship due to delay of services and repairs. C)Administrative duties put onto them by Grange resulted in the following: Loss of time from employment Loss of wages financial Anguish by being told they need to be the administrators of their claim (ie)making phone calls, conferences with Grange Mutual Insurance Representative Adjusters, Profession **** Auto Mechanics Better Business Bureau Complaint Department Ohio Department of Insurance Consumer Services "Go after **** for product problem" "Go after the uninsured driver and or his insurance carrier to get the deductible back"

Business Response: Business responds: "Thank you for the opportunity to respond to Mr. and Mrs. ****'s complaint of April 2,2012. We provide collision coverage for Mr. and Mrs. T***'s 2007 Chevrolet Silverado with a $500 deductible under policy number, ** XXXXX. Mr. and Mrs. **** reported a claim to us on February 14,2012. We inspected his vehicle on February 15,2012, an estimate was written in the amount of $1352.13 and a payment was issued for $852.13 reflecting Mr. and Mrs. ****s $500 deductible. Repairs to the vehicle were started on February 17,2012 at the insured's choice af body shops. The repair shop called us on February 20,2012 to advise they needed additional time to inspect the vehicle's suspension and transmission due to a noise they could not diagnose. Additional conversations with the shop were held February 2lst,22nd) and 24th advising the vehicle needed a tear down to try and determine the cause of problems. The shop indicated they would contact us to re-inspect when the vehicle was ready. The shop then called on March lst and March 5th indicating they were still working on the vehicle, but did not have a definitive diagnosis as to what was causing the problems. On March 9, 2012 the shop advised the transmission was not the issue, but they were still not sure what was causing the noise. On March 16,2012 the shop called and stated the issue was with the four wheel drive. The shop advised they were prepared for us to re-inspect the vehicle on March 27,2012. We inspected the damaged parts carefully and concluded that the drive axle was not related to the loss. There was no impact damage to the axle, no other suspension components were damaged, and there was no damage to the tire or wheel. We did find metal shavings in the axle lube indicating a wear issue with the drive train. We were advised the vehicle was used to tow a trailer and race car, which can put an additional load on the drive train causing the axle and bearings to show additional signs of wear. The damage to the axle and bearings indicated a long term wear issue, which is not unusual for a vehicle with 98,701 miles that is used for heavy towing. We completed a conference call with our appraiser, handling claim representative, and a tech at the body shop on March 28,2012 to discuss the findings of the re-inspection. The shop could not say the damage to the axle and bearings was accident related and based on our own forensic review at the re-inspection we concluded it was not. Our appraiser manager, ****, spoke to our insured on March 29,2012 to explain our findings. A denial for the axle and bearings damages was sent on March 29,2012, as our policy covers accident related damage not maintenance or warranty items. Mr. and Mrs. **** also indicated in their letter that they wanted to be reimbursed under Uninsured Motorist Property Damage coverage. This does not apply as Mr. and Mrs. **** do not carry Uninsured Motorist Property Damage Coverage and the party at fault for the accident is insured with ****. We contacted **** on February 23,2012 advising them of our intent to recover Mr. and Mrs. ****s accident related damages and are actively pursuing reimbursement. We have provided rental during the period of February 17,2012 through March 16,2012 while his body shop tried to confirm the reason for the unexplained noise. Grange Mutual Casualty Company has reviewed this matter with great care. We do empathize with Mr. and Mrs. ****, but unfortunately the loss to the drive axle is not accident related as the damage is due to heavy wear to the axle and bearings, which is a maintenance issue. The delay in the diagnosis process was not caused by Grange Mutual Casualty Company, but rather the body shop, which examined many possible reasons for the unexplained noise and ultimately determined the noise was caused by the axle and bearings. If you have further questions, please feel free to contact me."

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.) Dear Grange, in your response, you make it seem by your dishonest documentation that the body shop determined it to be "an axle and bearings problem" & a "wear and tear" issue and not caused by the accident(last paragraph). They never did state this and neither did the "professional mechanics" at ****'s. You have a way of twisting your statements around and making you all look not guilty of what your statements were to me. As one of your Reps stated to me per phone conversation he "guessed due to my husband using the truck" he had caused the problem prior to the accident and thats why Grange would not be paying for the total repairs that the truck received. You as in "Grange Mutual" reps determined it to be due to a "wear and tear issue" and how on earth could one of your Adjusters be 100 % sure that this was not due to the accident. This truck never ever had a noise or problem with the mechanics of the truck until immediately following the accident. So to make a long story short or in other words we paid our premiums each and every mth on time to Grange for 30+ years and expected to receive "full coverage" on repairs if any of our vehicles were ever involved in a claim or accident. Grange has and continues to 100% misrepresent their product and service that they say they provide to their customers and they should be legally responsible to add a written addendum to each of their policies written and endorsed stating this truthful fact. "Grange and or their employees determine how much is to be paid out on any accidents that involve their loyal customers. And they will determine what they want to pay out on any accidents incurred to their loyal customers". What a complete rip off and misrepresentation to loyal Grange Mutual customers. They have made great money off of my premiums paid and we have ended up about $2,000 poorer and hit with a financial hardship for an accident that wasn't even our fault! They should be completely ashamed of themselves and of course we the customer are completely screwed out of years of premium paid out and loss of out of pocket expenses incurred to us for an accident that was not even "our fault". What a win win situation for Grange and their high dollar business and a complete financial loss to us. I'am completely disappointed by Grange and the entire Auto Insurance Industry for basically stealing peoples money. Give me a break and take responsibility for your actions Grange!

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/26/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Claim was not properly handled. After being involved in an accident which was clearly not my fault on October 17, 2011, Grange Mutual Insurance Company failed to properly handle the claim. They were negligent in investigating the matter. I have been given false information. They have not returned my telephone calls. As of today, I have not received anything in writing regarding the claim. I find it quite disturbing to have paid premiums to this company, and be treated unfairly, and to have my claim handled in this matter, which is still unresolved.

Desired Settlement: I am seeking to receive the entire amount of premiums paid as of this date because I have not received the services that should have been rendered to me. They failed to provide a service that was paid for.

Business Response: We regret that Ms. ******is not satisfied with the handling of her claim. We have reviewed the complaint and our claim file, and offer the following response: On several occasions, Ms. ******advised Grange Insurance that she did not wish to utilize her automobile policy coverage to pursue payment for her vehicle damage. Ms. ******indicated to Grange that she preferred to pursue her claim with the insurance company of the other party involved in the accident. Furthermore, our investigation concluded that Ms. ******was not at fault for the accident, and Grange issued a corresponding denial of liability to the other insurance company. We would be happy to discuss this claim further or provide additional information.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/16/2011 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Received a billing statement in November 2010 for homeowners insurance 02/01/2011 thru 02/12/2012 quoted at $202.00. The invoice reflected $25.00 every single month except 12/02/2011 which was $7.00. This adds up to $257.00. I have paid $160.00 and I am now being billed $52.00. Where and whoever has been hired as mathematicians do not know what they are doing. Elementary children can figure this one out. $202.00 minus $160.00 leaves $42.00 which is the balance I intend to pay. Where do you (****), don't you think people watch where their money goes?

Desired Settlement: Will never deal with this insurance after the insurance is paid off. When I had car insurance thru you that was another diseaster.

Business Response: After reviewing (****) policy, (****), our records reflect that her policy did renew on February 1, 2011 at $202.00 for the year. As stated on the invoice, we do charge a $5.00 service fee for every invoice that is sent out. There have been three invoices sent out and three fess assessed. I do show that (****) is a long time Grange customer, and I have waived one of the service charges as a courtesy. In the future, the policy must be paid in full at the renewal or set up for monthly automatic withdrawals, EFT, to avoid any service charges.

Consumer Response: There was an invoice sent with the original premium notice and one thereafter, These charges are always not what they are supposwed to be. I don't know how many times I have called the insurance broker for corrections. If there were never such things as ATM automatic withdrawals what would you possibly think of next as a service. I worked in insurance for many years never charged my customers to send out an invoice,

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/12/2011 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: they are supose to bill my bank each month they ant they send and charge me 20.00 a month more saying bank sent back more plus each month i go threw the same stuf of vry fie my bank info put on hold long times. been 9 months so far and still do not have crected the cancel me dont send me notices they want to charge me 90.00 this month and 90.00 next month i can pay up to date then each month but no charges for ther mistakes and pay again next month.

Desired Settlement: fix aaccount get every thing crected or give me all my money back for i can get life ins with any one else wht happens if some thing happens to me while there messig u sso i out of all the money i pay in thats not right

Business Response: (****) We do apologize, but we are not sure what policy (****) is referencing. After researching (****), we have located four prior policies that have all been cancelled for some time now- we do not have an active policy for her. Policy (****)was cancelled 9/28/10 and we refunded her $424.25. Policy (****) was cancelled 11/2/10 and the earned premium owed of $93.00 was sent to collections. Policy (****) was cancelled 4/29/11 and she owes $29.00- this amount was not sent to collections. The final policy, (****), cancelled on 5/1/11 and the earned premium amount of $180.00 is also in collections. If she could please specify what policy she is referring to and help us understand her dispute, we will be happy to help. (****) also mentioned Life insurance, but after additional review of our records, it appears as though we do not have a current life insurance policy listed for her either. If she could please specify which policies she is referring to, again, we will be happy to help. Thank you.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.) because I dont have any collections they was cancelled way before thise dates I have the proff my bank sue them over that money and I do have a life ins policy quess ill get a layer and sue them for the lies

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/27/2011 Problems with Product/Service
9/13/2011 Problems with Product/Service
8/26/2011 Billing/Collection Issues
8/19/2011 Problems with Product/Service
8/15/2011 Problems with Product/Service
8/9/2011 Problems with Product/Service
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