ComplaintsforFarmers Insurance

• Initial Complaint

  02/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I am insured through Foremost. They have a faulty system where it showed I had comprehensive coverage that would cover frozen pipe damaged which happened on 1/18/24. It showed this to my insurance agent. When she called to confirm, their customer service reps confirmed I had comprehensive coverage that would insure the damage from the pipe bursts. When I actually filed the claim, they backed out and said it was a system error and I wasn't covered even though it showed that I was and they said that I was but they denied my claim. I spent hours on this and now have to pay for this out of pocket. The water remediation alone starts at 15k

  Business response

  02/16/2024

  We have investigated Ms. ******** concerns and coverage to address the damage has been added to the policy. Previously, the coverage in question was not reflected on the policy due to a system error. ****************** has been advised, and we are proceeding to address her claim.

  Customer response

  02/16/2024

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

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In September, 2023, I experienced a water heater leak which led to water damage in my home. Farmers is the company providing my homes insurance, thus they were contacted & *********************************** was the agent assigned to my claim. I paid out-of-pocket to have my indoor water heater temporarily relocated to my backyard so repairs could to take place & provided an invoice to ****** who issued a reimbursement amount for that temporary relocation in my settlement amount. He also stated I should get in touch with him once repairs were done so he could issue payment or reimbursement for the water heater to be reinstalled inside my home. When I did contact him for that his tune changed & he stated the reimbursement amount he issued shouldve been enough for the reinstallation & no other amount would be forthcoming. I tried pleading my case to no avail. The plumbing company I used & I have both tried reaching out to him to try reach some resolution but ****** has refused to speak with either of us since then. I also tried reaching ******* supervisor, *****, to discuss but hes also not getting back to me. My issues are I provided a detailed invoice to ****** for that temporary relocation but nowhere on that invoice did it state reinstallation was a part of the fee. If ****** was under the impression reinstallation shouldve been covered then he shouldve brought that up back in September at the onset of repairs rather than in January of **** when repairs were done. Instead the opposite is true where not only did he not bring it up, he openly acknowledged a separate amount would be in play for the reinstallation of the water heater. He also knew this was a temporary ************* the invoice I provided clearly stated as much. Being this was a temporary relocation the water heater is out in the open where both the *********** continue to turn off the pilot. ****** is being unreasonable, unresponsive & unethical in how he has chosen to deal with this issue.

  Business response

  02/15/2024

  We are in receipt of your inquiry regarding *********************** concerns regarding his homeowners claim.  We appreciate the opportunity to review and respond.
  After careful review we respectfully maintain our position that we have paid the claim appropriately based on the policy provisions. We provided funds to ************************ to detach and reset the original water heater to facilitate the covered water damages. However, as the water heater failed due to wear and tear, which is excluded by the policy, we are unable to provide any additional funds towards the replacement or reinstallation of the water heater.
  We regret any frustration ************************ has experienced and remain willing to review any new information. 

  Customer response

  02/15/2024

   
  Complaint: 21254277
  
  I am rejecting this response because:
  It seems Farmers is conflating the issue here. In their response, they make mention the water heater is not covered under the policy. That was never in question nor have I ever asked for funds to repair or replace the water heater. Im not sure why this keeps being brought up. In addition, the contention that funds were paid to have the water heater both removed and reattached is incorrect. If one looks at **************************** settlement proposals, the reattachment of the water heater is never noted or accounted for. All one needs to do is look at his estimates and numbers to see that nowhere is the reattachment of the water heater noted or reflected in any of those amounts. The issue of reattaching the water heater was never even addressed until January 11, **** which was months after settlement funds were paid out. The sole invoice presented to ************************** was for the temporary removal of the water heater ONLY. Nowhere on the invoice does it note reattachment as part of the fee to be reimbursed. 
  Sincerely,
  
  *******************************

  Business response

  02/21/2024

  We are in receipt of the follow-up inquiry from ************************ regarding this claim.  We appreciate the opportunity to review and provide further clarity.
  We take customer service very seriously and have escalated ************************ concerns to our Claims Leadership team. Upon additional review we have come to an agreement with ************************ regarding the expenses related to the reinstallation of the water heater and we issued payment on February 19,2024.
  Should ************************ have any further questions we invite him to contact our claims team to discuss. 

  Customer response

  02/21/2024

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

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle ( 2022 jeep wrangler ) was hit by a ( ********* city ) employee while it was parked at our house . This occurred august 14 , 2023 . The issue is with our insurance company ( farmers insurance ) they are no help , employee (*********************) decided to pay the auto shop without confirming with me the exact total and estimated time for completion . On top of that we constantly contact them and they always say they wil get back to us and never do because they know they made big mistake by doing that . In addition , the ***************** is not helping at all for the damages and the loss of value that they have caused to my vehicle . When it comes to the auto shop when I dropped off the vehicle they let me know it would take approximately 10 days to complete . My mom and I recently visited this ( ********** auto body and frame ) 3 weeks ago and spoke with the owner ( ******* ) . We asked him what was going on with our vehicle because eveytime we call the auto shop we get the same answer , two more weeks and this has gone for too long now . What makes it even crazier , the owner advises us that it will be two more weeks because my vehicle doesnt have any wheels on it . However as soon as we leave the auto shop we find my exact vehicle sitting outside in the public street . We go back inside the auto shop and tell the owner how come he lied to us and he had no real answer to say . This is very unacceptable from all three business , the cuty of ********* , farmers insurance , and ********** auto body and frame . Im looking for a lawyer willing to start a case with me and get to the bottom off all of this . My car has lost a value due to the accident and time that it has sat inside the mechanic shop and its been taking a toll on me and affecting work and family at the same time . There is a lot of malpractice that is happening and I need help . Please contact myself **************) and my mom ************** ) for more information Thankyou .

  Business response

  02/08/2024

  We are in receipt of your inquiry sent to the Better Business Bureau. In your inquiry you expressed dissatisfaction with your claim payment being sent to your chosen repair facility. We appreciate the opportunity to review and respond.
  Our records reflect that our file includes a direction to pay ****************************** which was signed and dated on October 27, 2023.Because this document was received to our file, ****************************** was paid for the owed funds to repair your vehicle.
  Should you have further questions regarding your claim or the payment, we ask that you contact Field Claims Supervisor, *******************, at **************. Should you have questions regarding the actual repair operations completed to your vehicle or the status of your vehicle repairs, we direct you to ******************************. 

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A motorist's loss control of their vehicle which then hit my property at ************************************************************, January 23, ****. I filed a complaint with Formost/******** Insurance company and have received no response through the online portal claim communication, nor any response to multiple calls to the phone of the Adjustor (*****************************) offered by the Formost/********. I have been in contact with the ********** ***************** who filed an Incident Report and provided the information to the Adjustor via the portal. Yet, have received no response from the adjustor either through the portal or the by phone. I think that *******/******** failure to follow-up is an indication they do not want to investigate the incident for payment on my claim.

  Business response

  02/09/2024

  Dear Better Business Bureau,
  

  Thank you for your correspondence concerning a matter brought forth by **********************  In her inquiry, ************ expressed dissatisfaction with the processing of her claim. We appreciate the opportunity to review and respond.
  

  We apologize for our delayed initial contact with ************ and have since discussed the claim details with her and reviewed the submitted information. An initial payment for known damages has been issued and we will process any further documentation ************ may submit to conclude her claim.
  

  We value *********** as a customer and appreciate her business. Should ************ have any further questions, we encourage her to reach out to Field Claims Supervisor ************************* at **************.
  

  Sincerely,
  
  Foremost Insurance Company, ************ **
  
  ********************************
  Claim Customer Relations Consultant

• Initial Complaint

  02/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My car was stolen on 11/8/2023, and totaled 21 days later. I am due a refund of premiums paid in the amount of $551.I was told first refund check was sent on end of December to my previous old address. I told the take old address out of file and replace with my new one, ****************************************************. Then was told another check to replace that was sent on Jan. 17.Today I called and they said it was sent once again to old address.I believe they do not intend to send me my $551 refund, because I previously complained to BBB.I want my check asap, not by regular mail, preferably sent to my broker, the way payment was made **************

  Business response

  02/06/2024

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

  Customer response

  02/09/2024

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

  I received my refund check today, Feb, 9th.  Thank you so much for your assistance.  Without your help, this matter was going nowhere.  Thank You!!

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

  i

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A lady hit my car. They want me to give them access and location to them from my phone to take pictures. I sent them pictures they wont accept them unless I give them this access and location of my phone

  Business response

  02/02/2024

  We take customer service very seriously and escalated your concerns to our Claims Leadership team to review.  Our file reflects that on February 1, ****, you spoke with Field Claims Supervisor (FCS) ***************************** to discuss your claim and concerns. As discussed, once we receive the remaining photos, we will prepare an estimate.  We apologize for any frustration you may have experienced as a result of this claim.  Should you have further questions on your claim, you may reach out to FCS ******** directly at **************.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Scam alert my husband and I received this letter in the mail, indicating that we were denied home insurance because of five listed claim histories which we never did ever on anyone of our properties. Apparently this company called foremost out of ******** ************ ******** and also ********* ******** have no indication of any Claim report from us matter-of-fact. The numbers that this letter is referencing as far as claims and dates are all bogus. The bottom of the letter is another telephone number to call for a loss history report, which is out of A-Plus injury center at *********************************** location *************************************** and just to let you know the phone number there is ************. Also scammer !!! Spoke to Angelise. She asked a few questions like address and name only. Then referred me back to FORMOST Insurance, I told her that they referred to them. She acted like she couldnt hear me and then hung up on me. Scammers. Luckily no personal information was given out by us We never do that They are obviously a scammer just letting people know to watch out so that any of your homeowners out there can be aware of this is a scam. If anybody has any ideas to how and where I can also report this, I will be contacting my insurance companies. Maybe they can leave me in the right direction so nobody gets hurt by giving out personal information ?

  Business response

  02/06/2024

  Case 21218052:
  
  
  To Whom It May ********************* you for notifying Farmers of the concerns presented to the Better Business Bureau.We appreciate the opportunity to respond to this inquiry.
  
  To protect confidential consumer information, we do not disclose information about our review. We have been in contact with the consumer to address their specific concerns in the complaint above.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Still waiting on an appraisal, a call, any type of communication from this company about my claim. Their driver hit my new car and I'm still driving around damaged goods. 3 weeks now! I just want this fixed and made right.

  Business response

  02/07/2024

  We are in receipt of your inquiry regarding Ms. ******* concerns with her auto claim. In the inquiry, **************** expressed dissatisfaction with the status of her claim. We appreciate the opportunity to review this matter and respond.
  
  We are pleased to advise that our claims team contacted *************** to explain the claims process and the next steps in the vehicle repair process. We will remain in contact with **************** throughout the claim, should she have any further questions or concerns we encourage her to contact our claims team. 

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Case Description:"I am writing to file a complaint against my Farmers insurance with agent, *****************************, in ******, ********. I paid premiums for replacement insurance on my entire house. However, after I purchased the policy, ******** changed the policy to indicate that a roof of a certain age would only be re-imbursed at the depreciated value. Despite my multiple requests, ******** has never been able to produce an email or letter that was sent to me notifying me of this change in coverage. She also lied and said that I declined Metal Marring coverage. This doesn't make any sense. Why would I decline metal marring coverage when I am paying for total replacement on my entire house? She again was unable to produce any documentation showing that I declined this coverage. ******* was totaled in a hail storm and, as a result of this lack of communication and outright lie, rather than having to pay my deductible (around $3,000.00), I had to pay $12,000.00!!"

  Business response

  02/05/2024

  Case:  2124492
  
  
  To Whom It May ********************* you for notifying Farmers of the concerns presented to the Better Business Bureau. We appreciate the opportunity to respond to this inquiry.
  
  To protect confidential consumer information, we do not disclose information about our review. We have been in contact with the consumer to address their specific concerns in the complaint above, and our decision remains unchanged. The consumer was notified via email. We have also received a follow-up response regarding the depreciation of their roof, which we will address separately.

  Customer response

  02/05/2024

   
  Complaint: 21214492
  
  I am rejecting this response because:  I require an original copy of the email, containing the original date informing me of decreased coverage for rooves over 10 years old despite no relief in premiums
  
  Sincerely,
  
  ***************************

  Business response

  02/06/2024

  Case: 21214492

  While we acknowledge the customers frustration and dissatisfaction regarding the changes shared within her feedback and rejection, our early decision remains unchanged. We have accurately explained (via email) what coverage changes occurred and where to locate these changes within their policy documentations. As claims make the final decisions regarding losses, and based on their current coverage, we have encouraged them to contact their claims adjuster to address their decision around the depreciation of their loss. 
  

  Customer response

  02/06/2024

   
  Complaint: 21214492
  
  I am rejecting this response because:  Farmer' s indicates in their most recent response email that:  "We have accurately explained (via email) what coverage changes occurred and where to locate these changes within their policy documentations." I would like a dated copy of the notifications of these policy changes that were allegedly originally sent to me.  This documentation is what I have asked for ALL along and have NEVER received!
  
  Sincerely,
  
  ***************************

  Business response

  02/07/2024

  Case: 21214492

   

  We previously advised the consumers that their policy and billing PDQs were electronically delivered and not mailed. We instructed them where to locate this information within their online account. Email notifications to the email address on file provided links to these documents. An exception was made to mail all 147 pages of the combined policy and single billing PDQ documentation within one package for their review. Per their request, we have also removed their policy/account from receiving these future notifications, as they now prefer to have them mailed to their address on file. We also informed them of the lost discount for removing the policy and account from this type of delivery, and that this change document will be mailed separately. We will later provide the electronic email notification delivery timestamps for all of these documents, which should confirm they reached their email address. The consumer can still review this information on their online account. At this time, this matter is resolved.

• Initial Complaint

  01/25/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  12/19/2023 then policy was cancelled was given a partial refund was owed ***** tried to talk to customer service with no resolve so I disputed that through my credit card company they threatened to turn it over to collection

  Business response

  01/30/2024

  Case:   21199504
  
  To Whom It May ********************* you for notifying Farmers of the concerns presented to the Better Business Bureau. We appreciate the opportunity to respond to this inquiry.
  
  To protect confidential consumer information, we do not disclose information about our review. We have been in contact with the consumer to address their specific concerns in the complaint above.
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩