Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had homeowners and car insurance with C-A-L casualty for many many years. It was given a B rating and my mortgage company would not allow me to keep it and had to look for home owners insurance elsewhere. They sent me a letter stating that the company was back up to an A rating. Called them and asked to be reinstated. Well they made me jump thru hoops to get back in with home ownership. Photos were required, videos of my house. And a long questionnaire and on the phone with an agent. Thought everything was ok. Got an approval notice. Today I received another letter stating I was denied home insurance. Never was called or emailed by the agent. I had already canceled my previous agency. Now I have to go back and find another agency by July 16th. After that I have no home owners insurance elsewhere. Its requires by *******************. I have car insurance with California Casuslty but will definitely be looking to find another insurance for it as well. Id been with this company for over 25 years. And to be treated and notified was a big disappointment. Let agent know by sending him an email. Think in all the years Ive been in my house, I filed only two claims. Shame on them for such poor customer service. It was not my fault it had received a b rating or below. Thats why **************** require me to find another homeowners insurance. Very very disappointed. Thank you.

  

  Business Response

  Date: 07/07/2025

  To Whom It May Concern:

  On 6/24/25, the customer contacted the Company to reapply for insurance homeowners coverage. We sincerely appreciate her interest in returning to the Company for her insurance needs. As part of the standard application process, a home inspection was completed. Unfortunately, after a thorough review during the underwriting period, it was determined that the home did not meet the Companys current eligibility criteria.
  
  While we regret that we were unable to provide coverage at this time, the Company must apply its underwriting guidelines consistently to all customers. A cancellation letter was mailed on 7/1/25 to inform the customer of this outcome.
  
  ******************** has been in operation for over 100 years and is committed to providing excellent service to our customers. The Company thanks you for the opportunity to address the customers concerns.

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 12th I had a pipe under my kitchen sink burst my entire counter and sink were removed. Since then Envy restoration and California Casualty have been going back and forth ghosting me for weeks at a time until I reach out to them. California Casaulty just sent me another letter saying they will get back to me in another 30 days, that would bring us over 3 months without a kitchen. I don't understand how this is acceptable. I pay my insurance to cover me in events such as this and California casualty has failed miserably.

  

  Business Response

  Date: 01/23/2025

  The loss was reported on November 15, 2024.   An estimate of repairs was submitted to us for review on December 9th and it was determined that an additional inspection of the cabinetry was needed to assess if they could be repaired or needed replaced.  That inspection was completed by an independent third party and the results were provided to California Casualty on January 21.   We have reviewed the recommendations and will be able to reach an agreement on the bid provided by the customers contractor.  Payment will be processed shortly, and the customer will be contacted to go over the next steps.

• Initial Complaint

  Date:11/13/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just got my policy renewal. I added a 2002 suburban LAST MONTH to my policy. They increased it by $400 a year on my renewal. They are assuming that I am driving 11k miles a year. I already have a commuter that they put 12k miles on. I have only owned the suburban 1 month, and it is a SPARE CAR. And it is currently on non opped and has been since I purchased it. It also has not been driven in 5 years prior to purchase. They refuse to lower the annual miles on it without proof of my milage reading. So basically, they are wanting me to drive a non-registered car on California roads to get mileage readings from a shop. Attached is transfer of title and non op

  

  Business Response

  Date: 11/14/2024

  California Casualty has been in business for more than 100 years and is committed to acting with integrity. We take all customer inquiries seriously and strive to address them promptly and fairly.
  

  Upon thorough investigation into the issue, we can confirm the vehicles renewal premium aligned with the Company's established standards and ************* was not the Companys intention for the consumer to drive an unregistered vehicle and this was not suggested. Our primary goal is to apply our rules consistently to ensure that all customer information is accurate and up to date.
  

  Additionally, prior to this response, the consumers concerns were addressed with our team, and a mutually agreeable outcome based on the information provided by the consumer was reached.
  

  The Company thanks you for the opportunity to address the consumers concerns. 

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22550410
  
  I am rejecting this response because:

   

  they have a representative ***** B actively emailing me since this morning contradicting the corrections that I thought were made yesterday.

   
  
  Sincerely,
  
  ****** Daly *******

• Initial Complaint

  Date:10/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had auto insurance through California Casualty, but recently changed providers. Once changed, I called the company to cancel coverage. It was quick and simple--or so I thought. A month later, I found that the company took money out of my account. I called to undo this, but they refused to reverse that, further telling me that they had no proof that I canceled my insurance through them. The only evidence I have of the phone call is a screenshot from my phone.

  

  Business Response

  Date: 10/15/2024

  California
  Casualty has been in business for more than 100 years and is committed to
  acting with integrity. We would like to start by thanking this customer for
  their time insuring California Casualty.  After researching the consumer’s request to
  have the auto policy cancelled, California Casualty can report that the
  Customer Care Team has reached out to the consumer and all concerns have been
  resolved. While the customer is no longer insured with California Casualty, we
  hope they will consider California Casualty for their insurance needs in the
  future. Thank you for the opportunity to address this concern. 

• Initial Complaint

  Date:08/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A driver insured by California Casualty hit my parked car on 3/9/2024. She reported the claim herself and they agreed to repair my vehicle and provided a rental car. They would not agree to replacing the parts, only repair them, citing my 2021 ******* was too "old" for replacement parts. Just over 2 yrs old with 17K miles on it.Upon completion of repairs, I discovered that my vehicle's repairs had been reported to CarFax for the damages. This affects my vehicle's resale value. This happened in ******** which is a "Diminished Value" state - I am seeking monetary compensation for the additional loss. The standard / average claim is for 10% of the value at time of loss. The company has been avoiding me - several emails and voicemails to the adjuster, escalated calls to customer service, etc and I can't get anywhere with them. I'm only asking for what I am entitled to. This accident was not my fault and my vehicle's diminished value should not be at my expense when I sell or trade it in. We're not suing for big dollars here - just give me what's fair. Finish the claim for me, please.

  

  Business Response

  Date: 08/07/2024

  Please reference the two pdf attachments in response to this BBB complaint.  If you have any questions, please contact: ******************* / ******************.  Thank you. 

• Initial Complaint

  Date:07/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car insurance has a clause that states if damage to my vehicle occurs on school property ( I am a teacher) then my deductible is waived. On July 9th I came out to my car and the windshield was broken. I notified school administration and they notified school police. I notified my insurance company, California Casualty and proceeded to set up arrangements for repair/ replacement. California Casualty representative sent an incorrect work order to Safelite glass. When I picked up my vehicle, Safelight would not release my vehicle until I paid them my stated deductible. I needed my car so I paid it, thinking the insurance company would reimburse. On July 23, 2024 my claim adjuster *************************, told me they can't do.anything, I need to go fight with Safelite to get my deductible refunded. This is not my job. I pay them every month to provide the service spelled out in my policy. They did not live up to that. For all I know , they are in cahoots with Safelite to scam people out of hundreds of dollars. Can you help me?

  

  Business Response

  Date: 08/08/2024

  On July 8, 2024, the customer submitted a glass claim. During the first notice of loss, we confirmed that the deductible was waived under the endorsement. The glass company was promptly informed that the deductible was waived and did not need to be collected.  However, on July 18, 2024, the customer contacted ******************** to report that they had to pay the deductible due to a misunderstanding by the glass company. Upon hearing this, the adjuster contacted the glass company, who advised us that a formal dispute would need to be filed to reimburse the deductible.  On July 24, 2024, several options were presented to the customer, including immediate reimbursement by California Casualty. The customer confirmed that she would wait for the glass company to issue the reimbursement check.  On July 30, 2024, it was verified that the glass company had reimbursed the customer the comprehensive deductible. 

• Initial Complaint

  Date:07/19/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted receipts for reimbursement while displaced from my home due to it flooding in December 2022 on April 26, 2024. I called in May 2024 and asked when I would receive reimbursement and was told within 5-7 business days. I called again in June and was told it was under review and needed approval as someone was leaving the company on July 1, 2024. It is now July 19, 2024 and no reimbursement check. I followed the contract of what was reimbursable. Which included food "if displaced from your home" and some hotels did not have kitchens. They are trying to also deny my Uber Eats receipts, for which I didn't even submit other food app receipts for. I want my reimbursement check issued and overnighted ASAP.

  

  Business Response

  Date: 07/23/2024

  California Casualty takes any customer concern seriously.  The insured was contacted on July 17, 19, and 22 to discuss her reimbursement concerns. Additional receipts were received from the insured and reviewed.  We have now resolved all of the *** reimbursements due to the insured. We await the contents/ personal property pricing report to be received from our 3rd party vendor for final review/resolution.We anticipate the personal property being resolved by weeks end. At this time, the claim is moving along nicely, and the insured is satisfied with the handling of the claim.  Thank you for allowing us an opportunity to review this claim.

• Initial Complaint

  Date:07/01/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer with this company since 2014 until May 2024. The company no longer due business in the State of ************** due to high numbers of accident claims per California Casualty. I have never filed a claims since a being a member of this car insurance company. They ended my policy on June 27, 2024 and my new policy with another company would start on June 27,2024. They never contact me about any withdrawals that was going to take place and spoke with a representative and was told "They drop the ball on me" but was not able to reverse the payment. A payment of $193.00 was taken from account on June 26th a day before my contract ended.

  

  Business Response

  Date: 07/03/2024

  California Casualty has been in business for more than 100 years and is committed to providing excellent customer service and acting with integrity.
  We would like to start by thanking this customer for their long time insuring with California Casualty.
  California Casualty made a business decision to exit the auto line of business in the State of ************** for economic and business reasons, individual records were not a consideration. The Agency Director approved this decision, and a letter was mailed to the customer on 4/2/2024 advising that coverage would end on 6/27/2024.
  After a thorough review of the policy, it has been determined that it was appropriately billed and that the Company will not be providing a billing adjustment. This was explained to the consumer by a **************** Rep in a call that took place on the same date that this complaint was filed.
  The Company is unable to provide personal information on a public forum, however if the consumer would like to review the billing on the policy further, we would encourage them to contact the **************** Department at **************.
  The Company thanks you for the opportunity to address this concern. 

• Initial Complaint

  Date:04/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is over a $349 bill from California Casualty (CalCas),starting around October 2023.I had been a customer for about 19 years, usually paying the year in advance. Since becoming disabled, I started paying mostly quarterly. On November 21, 2022, I paid $315 for the new year.In April, I didnt receive a bill from CalCas and forgot to pay. On May 16, 2023, I paid $500. On June 16, 2023, I received a $500 check from CalCas and thought I overpaid as Ive done that since becoming disabled.On June 20, 2023, I was ticketed and couldve been arrested for driving with a suspended license. Without my knowing, ****** had cancelled my policy and contacted the ****************. (Reinstatement of my license was costly and an ordeal.) I contacted CalCas that same day.On June 20, 2023, the CalCas customer service representative told me I needed a new policy after 19 years. The premium went up a bit. I paid and ****** told me I was current.In July, 2023, CalCas billed me for about $350. A representative told me that the premium went up several hundred dollars and was now in the upper $2,000 range. I paid.Around August 5, 2023, I learned that my premium went up to $5,000! CalCas increased its rate by about 150% (from ~$2100 to ~$5500). I contacted ********************** got a new policy, and the CalCas policy was cancelled. I now pay $1500/yr.Around October, I started receiving bills for $349, and then debt collection. (My credit rating has been over 800 for almost 20 years.) CalCas asserts the premium went up on June 20, 2023. I have contacted CalCas, by phone and email, numerous times, and requested escalation. ****** refuses to adjust.I have since learned that CalCas no longer covers the ****************. The cancellation and increase seem to be to drop a ******* driver. CalCas shouldve been honest & upfront. Instead, ****** wants a 19-year loyal customer to pay for their error even though I cancelled as soon as I learned of the 150% increase.

  

  Business Response

  Date: 04/15/2024

  California Casualty has been in business for more than 100 years and is committed to providing excellent customer service and acting with integrity.
  

  We would like to start by thanking this customer for their long time insuring with California Casualty.
  
  Following the policy cancellation for non-payment of premiums, it was rewritten per the customers request effective 06/20/2023. During the underwriting review period,a letter was mailed to the consumer to the address the Company has on file to advise of a discrepancy that was discovered on the application which caused a change to the rate. The customer did not respond, and the new rate was applied to the policy.
  
  On 08/09/2023,the customer requested the cancellation of her automobile policy effective that same day. The amount that is left owing is for coverage provided from 06/20/2023 to 08/09/2023 minus the down payment made at policy inception.
  
  The policy cancellation for non-payment and the premium on the policy rewrite are not related to the Companys decision to exit the automobile line of business in the ****************.
  
  The Company is unable to provide personal information on a public forum, however if the consumer would like to review the premium or billing on the policy, we would encourage them to contact the *************************** at **************.

  The Company thanks you for the opportunity to address this concern. 

• Initial Complaint

  Date:03/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 21431280
  
  I am rejecting this response because: California Casualty misled me and engaged in a deceitful practice by assuring me they'd cover my vehicle, only to then reject that coverage 6 weeks before renewal. This is unprincipled and unacceptable. I'd appreciate if the company would admit their mistake.

  Sincerely

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

  

  Business Response

  Date: 03/22/2024

  California Casualty has been in business for more than 100 years and is committed to acting with integrity. We value the consumers feedback and take all customer inquiries seriously. I have researched the customers statement of the problem and desired settlement, and I offer the information below in response.

  First and foremost, I would like to apologize for any stress or inconvenience this situation may have caused the consumer. We understand that dealing with insurance matters can sometimes be challenging, and we are committed to assisting the consumer in any way we can to resolve this matter.

  Upon thorough investigation into this case, we have determined that the decision to remove the vehicle from coverage aligns with the Company's standards and rules. It's imperative for us to apply our rules consistently and fairly to all our customers.

  Unfortunately, based on our assessment, we are unable to renew coverage for the vehicle in question at this time. However, we would like to extend an alternative solution for the consumer to consider. The Company has an internal Agency which can provide access to partner insurers who may offer liability and comprehensive coverage options for the vehicle. We encourage the consumer to reconsider this offer and reach out to our ****************** to explore further insurance options.

  The Company has provided the consumer with the information noted above and we thank you for the opportunity to address their concerns. 

  Customer Answer

  Date: 03/29/2024

  In July 23 my son, ******, misjudged a curve and slid across the roadway and rolled our 01 Dodge PU onto its side. We called for a tow filed a claim. I did not know actual damage to the rig would be less than our deductible. I was contacted by a major claims adjuster who insisted, because of a Rollover the vehicle would be totaled. I explained the truck was still drivable & damage appeared minimal. The adjuster agreed to send an appraiser to our home to have a look. The appraiser spent less than 3 minutes taking photos. The Adjuster concluded the three small dents on the trucks right side were repairable, but the under-carriage damage must certainly still warrant a Total. I explained the only visible under carriage damage was the right front spring had slid from its base. The adjuster told me there were no pictures of the underside, so I for re-appraisal. I was told there were no re-inspections. I asked to simply finish the 1st. A settlement for total loss, was issued. I accepted after talking to a customer care agent. I expressed my concern with being able to insure a Reconstructed Title Vehicle. The agent told me reconstructed title vehicles are frequently insured, on a case-by-case basis. I felt confident there would be no problem, based on that conversation. ************ re-seated the spring & replaced a few worn parts but concluded there was no other damage from the crash. The truck went an alignment shop. No damage was discovered. Oregon DMV inspected & retitled the truck. Less than $500 was spent to repair this truck back to better than it was before the crash. We've put ******** into this rig with plans for its future. It' needs to be insured with ***************** The truck should never have been totaled. A claims adjuster took advantage of a client without experience in such matters. Now, an underwriting algorithm deems this rig uninsurable. That's not acceptable & the path taken to reach it unethical, incomplete, & misleading

  

  Business Response

  Date: 04/02/2024

  California Casualty has extended its sincere apologies for any frustration caused by this situation. We have offered an alternative solution for the consumer's consideration and will carefully consider their valuable feedback to improve our services. However, it's important to clarify that the Company did not guarantee future coverage for the vehicle. We regularly assess our risk tolerance and adjust our rules and policies accordingly. Therefore, acceptability for coverage is subject to change, and we cannot provide specific assurances regarding coverage on future policy renewals. Furthermore, we provided adequate notice to advise the consumer that coverage for the vehicle was ending. Once again, we appreciate the opportunity to address the consumer's concerns.