BBB Accredited Business since
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This company states it offers all lines of property and casualty insurance services which includes life insurance, auto, health, home owners, long term care, disability and business owners insurance.
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A BBB Accredited Business since
BBB has determined that Diana Kostal Insurance Agency, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Diana Kostal Insurance Agency, Inc. include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 2 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||0|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
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:
Commissioner of Insurance
125 South Webster Street, Madison WI 53703
Phone Number: 6082663585 8002368517
Fax Number: (608) 266-9935
Type of Entity
Business ManagementMs. Diana E. Kostal, President
Insurance Services Financial Services Insurance - Medical Liability Insurance Services - Commercial Insurance - Medicare Supplement Insurance - Auto Insurance - Fire & Flood Specialists Insurance - Health Insurance - Homeowners Insurance - Life Insurance - Long Term Care Insurance - Marine Insurance - Liability Insurance - Property Insurance - Workers Compensation Insurance Consultants
Hours of Operation
|M||:||9:00 AM - 5:00 PM|
|T||:||9:00 AM - 5:00 PM|
|W||:||9:00 AM - 5:00 PM|
|Th||:||9:00 AM - 5:00 PM|
|F||:||9:00 AM - 5:00 PM|
|Saturday & Sunday evenings by appointment.|
Alternate Business NamesState Farm Insurance
Industry TipsWisconsin Auto Insurance Requirements
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Complaint Trends - Last 3 Years
Customer Review Trends
Read Complaint Details
Complaint: I have been with State Farm Insurance for 7 years - I have purchased car insurance, home owner's insurance, and renter's insurance from them. They failed to notify me of the cancellation of my car insurance policy in February. I failed to receive cancellation notices (although they have in their records that they were sent via USPS) and they did not attempt to contact me by phone at any point. in fact, I found out just a couple days ago that I had been uninsured since February! They have a record of me trying to make a payment, but they tried to collect from a wrong account. I have no way of proving a clerical error on their side. Now, to be covered by insurance, they are charging an exorbitant rate of 160/month. My old policy had me at 75/month. They refuse to re-instate the old policy, and now I am listed as uninsured for over 30 days and it will be impossible to get decent rates on car insurance. Despite me being a long-term customer with a good payment history and clear documentation of me trying to pay the premium, they refuse to change the situation without proof that they made an error. Because I cannot do that, they are not willing to reverse the situation.
Desired Settlement: I pay the last 5 months of premiums that I tried to pay in February, they re-instate my old policy and list me as insured for the last 5 months.
Hello,I tried calling and got your voice mail. On the above referenced complaint filed, I am attaching the synopsis of what happened and a copy of the bank records showing that the account number was wrong. As a side note, I did call her a couple of times and left a message for her and she did not return my phone calls. Also, she received 3 notices of cancellation which she did not respond to. She has transferred her policies to another agent and State Farm had to keep her in the same category as our guidelines are filed with the State and are not able to change that. I am so sorry about her policy and the manner in which it was re-written. I wish I made the rules as I would change them for her, but unfortunately there really was nothing I could do, but I am truly sorry this happened to her. As a side note, I did not receive this notice until it was faxed to our office on 07/23/2012 thus the delayed response. The CRC mentioned in the synopsis is our Customer Response Center that answers calls from our insured’s 7 days a week after hours. Please feel free to contact me if there is any additional information needed or have additional questions. Thank you for your support and assistance. ***** ** ******,
Consumer Response: Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID*******, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I do not feel ***** ******** office honestly reflects the experience I had with them. On several occasions I received incorrect information from them. I was told by a national representative and by ******* that I had written a check which was rejected. ******* had asked if all of my checks had my full account number on them, to which I replied yes. She also asked if any other checks had been returned to me, to which I responded no. It was only on the 2nd or 3rd day of discussing the matter with her that she told me that it was, in fact, an electronic funds transfer. This would have helped resolve the issue more quickly had I been given the correct information up front. Furthermore, I was not informed about the state law regarding insuring cars that were not covered by insurance for 30+ days until the 3rd or 4th day I interacted with the office. Again, had I had the full set of information about the issue, it would have been resolved much more easily. Professional offices should take the time to figure out the proper information and relay this to their clients to provide good service. I chose not to return the phone call and "apology" I receive from ***** ****** after I had asked her to contact me, because it was full of qualifications, buts, and overall came across as insincere. I am glad it appears as though she is truly sorry in her reply to the BBB but this empathy came after several frustrating interactions with their office. I had planned to switch insurance companies, and decided to switch to a different agent, because I feel the issue reflects this particular office and not the way State Farm has traditionally treated me. I was told by ******* that they did not have time to contact me directly about the policy lapsing, despite being a 7+ year client of auto, homeowner and umbrella policies. I have been promised to get updates and more personal attention by *** ****** office.
Dr. ***** ***********
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.
Read Complaint Details
Complaint: My six month auto renewal of $478.62 was due and paid on time on March 28, 2012. Following this payment I received another bill stating that I had another payment of $712.66 due on May 02,2012. I phoned my agent and was informed that the state of Wisconsin had informed ***** **** that my 16 year old daughter had received her driver's license, and ***** **** added her to my policy. Adding her was $1425.32 a year on top of my payment of $957.30 bringing my premium to $2382.62. Prior to taking LADA driving classes (which are required by the state) I called for teen driver information from my agent. I was told that there was a good student discount (which she is), that there was a video to watch (which we watched), that I did not have to add her to my policy because she would be considered to have my permission to drive my car, and that it would probably be cheaper to buy a separate car. I was not informed of the outrageous premium that they were to charge, that as a homeschooler we would be required to provide PSAT/SAT/ACT scores (she will not take the PSAT until October of 2012), that they require their own extensive log sheets to qualify for their Steer Clear discount, or that it would be MORE expensive to have her rated on a second vehicle. Additionally, my daughter has not yet learned to drive my car, which is manual. I spoke with ***, ******* and *******. They spoke with the underwriters. They were very helpful, but unable to lower the premium set for my daughter. Subsequently, I cancelled my policies with ***** **** on April 05,2012. ***** **** charged me an exorbitant amount without my knowledge or consent.
Desired Settlement: I desire a refund of premium charged without my knowledge or consent, pro-rated from March 29 through April 5, in the amount of $31.24.
TO WHOM IT MAY CONCERN:First of all, I did not receive this actual complaint until today. I am not sure what happened, but after three attempts from the BBB and 3 calls from me about it, I finally received the faxed copy. Please send any future correspondence to the referenced fax number. I understand Susan’s frustrations with a system that is licensed and regulated by the state. We, however, we must comply with our filings with the State Insurance Commissioner’s office. When a student is home-schooled, they can always purchase insurance, however, the guidelines for documenting their grades is a little different in order to receive the discount for the Good Student Discount only …not the insurance. Additionally, the steer clear documentation is also for a discount and the guidelines are outlined on the web site and they are asked that they keep a journal. All of these things are done to try to encourage safe drivers and give the discounts to the good students. We realize that our insured’s do have the option of not taking the offer with a youthful driver on the policy without the discounts. Unfortunately, the state does not tell us whether the new driver will or won’t be driving the car based on the transmission, so we are only notified by the state that this youthful driver has become licensed and, therefore, we do have to rate her. ***** has cancelled her policies with State Farm and we have refunded her money from the date that she notified us of the cancellation. We have requested an exception and that the policy be refunded back to the renewal date. Therefore, ***** will now be receiving the additional $50.00+ dollars in the next 7 to 10 days. Hopefully this will resolve her question about the additional monies. We wish her all the best and hope that she and her family will be well protected and cared for as that is what insurance is about. Please feel free to contact me if you have any further questions or I can be of further assistance. ***** ** ******, Agent
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.
BBB's Final Determination: Consumer accepted resolution offered by the business.