Complaints

This profile includes complaints for Kemper's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Kemper

  2211 Butterfield Rd Ste 200 Downers Grove, IL 60515-1493

  
• 

  American Access Casualty Company

  2030 E Flamingo Rd STE 260 Las Vegas, NV 89119

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:07/07/2025

  Type:Billing 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.

  Kemper insurance gave me a quote we agreed on $600 a month monthly installments. On the third month, they raised my monthly installment to *******. I saw them trying to collect that I called to complain and they said several different stories one was I added a vehicle the second story wasI expanded the radius and the third was they didnt know what change I made, but I made the changes they didnt . I didnt authorize to change my policy. I saw the charges on June 18 pending. I got a hold of them on June 19 and canceled my policy on June 20 The transaction went through. I called my bank **************** and they tried to dispute it and It got denied because I didnt cancel it before it was collected. How can I cancel a transaction if I dont know about it. if it wouldve been the original 600 that I agreed to pay I would still be with Kemper but they decide to change my monthly payment to ******* a month. when I called Kemper insurance, they will not refund me the difference. They never gave me any proof of me allowing them to change my monthly payment or me agreeing to any of changes.

  

  Business Response

  Date: 07/15/2025

  Please see the attached response and related document for file ********.

• Initial Complaint

  Date:06/30/2025

  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 am filing a complaint regarding the handling of my auto claim with American Access Casualty Company following a car accident that occurred on June 17, 2025. I was not at fault in this accident the driver who hit me was insured by American Access, and the responding officers confirmed that driver was responsible.Since the date of the accident, I have faced constant delays, lack of communication, and unreasonable expectations from the insurance company. Despite sending multiple emails, police reports, and car photos promptly, I was forced to wait nearly two weeks for the other drivers statement and then another week just to have my car appraised.Even after my car was finally approved for repairs, I was told I must pay for my rental vehicle out-of-pocket and wait for reimbursement which is financially difficult, especially as a single parent with two children. The quoted rental total is over $600, which I am expected to front without any written agreement aside from vague emails. I have been told reimbursement will not happen until after my car is returned from repairs which could take weeks or even months.Additionally, I was told I must also cover any labor overages if I choose a shop outside their DRP list even though the repair shop I chose is closer, more reputable, and more accessible to me.Ive made every effort to work with the insurance company calmly and cooperatively. However, the process has become draining, unprofessional, and emotionally taxing especially considering my young son was injured and taken to the ** from this accident. It feels as though I, the innocent party, am being punished.I am requesting that American Access:Expedite my rental reimbursement process with written clarity Provide confirmation in writing for all agreed reimbursements Address their internal delays and miscommunication professionally Accept full financial responsibility for the damages caused by their insured

  

  Business Response

  Date: 07/09/2025

  Hello,

  Please see our attached response for file 23539132.

  Please let us know if further assistance is needed.

  Thanks,

  Regulatory Administration
  ************************************************************************************
  ************
  ***************************************************************************************   

• Initial Complaint

  Date:06/17/2025

  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 was rear ended in a car accident on the high way June 10, 2025 at around 5:20 PM. It was in stopped traffic on the highway of I94 N bound near *********. The driver that rear ended me pushed my car into the pick up truck in front of me. The pick up truck was not damaged so the truck left. Visibly I was left with damages to my front bumper, grill and license plate. As well as damages to my rear bumper, sensor and trunk. The drivers wife (the one who rear ended me) came out and told me her husband fell asleep and accelerated instead of breaking. They mentioned the same thing to the police during the police report and my insurance company on a recorded line the very next day. I called the drivers insurance company and filed a claim. The insurance company has not been treating this claim right and is attempting to stretch this case. They claim that they are unable to get in contact with the person insured even though he did respond to my insurance companys call. They want me to pay for the police report copy just so they dont have to spend the money for it. Kemper insurance has scammed multiple people. Evidence of their fraud is extremely visible online when reading reviews of their company. This situation is causing me a lot of mental and emotional distress, especially because Kemper is acting like I asked to get crashed into. Kemper insurance is trying their very best to avoid liability for the damages of my vehicle. Their actions are unacceptable and damaging for ordinary citizens. I cant afford to file the claim through my insurance and increase my premium as I come from a single income family. The increased costs of our insurance will impact my family negatively. I need Kemper to accept liability (my insurance has a recorded line of the driver admitting fault) and pay up to cover my car repairs expenses. This vehicle is my only form of transportation to work, clinicals and to university in *******. I have to get this vehicle fixed as soon as possible.

  

  Business Response

  Date: 06/26/2025

  Hello,

  Please see our attached response for file 23483171.

  Please advise if further assistance is needed.

  Thanks,

  Regulatory Administration
  ************************************************************************************
  ************
  ***************************************************************************************

• Initial Complaint

  Date:06/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 wife was driving our 2024 ******* Santa Fe when she was hit by a motorist that is insured by Kemper. We have been able to get the car fixed through a ***air shop, but Kemper has not yet reimbursed the rental car we needed while our car was being ***aired. The Kemper **** ****** ******* is no longer responding to my calls and emails. I have also left a message for his supervisor, who has not called me back. I additionally called their main line and the phone *** told me she would create a work order that would get addressed in 48 hours but that has not happened either. I have been working for 6 weeks to get this rental car reimbursed but Kemper will not respond to me or my wife (**** ****). The claim with Kemper is *********** for an accident in early February. ****** had promised me on the phone that Kemper would reimburse us for the rental car and asked us to book it on our own, which we did. The price for the rental car was $426.17 I am attaching the rental car receipt.

  

  Business Response

  Date: 06/27/2025

  Hello,

  Please see our attached response for file 23472623.

  Please advise if further assistance is needed.

  Thanks,

  Regulatory Administration
  ************************************************************************************
  ************
  ***************************************************************************************

  Customer Answer

  Date: 06/30/2025

   
  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. They let me know they have mailed a check to cover the rental car expense. Thank you for helping resolve this issue. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:06/05/2025

  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 filed an auto insurance claim with Kemper after my windshield was severely damaged by an unknown object on the freeway. I was referred to one of their in-network providers, ******************. After inspecting my vehicle, ******** informed me they could not complete the repair or recalibrate my safety systems because my vehicle has aftermarket rims. This explanation was vague and unconvincing especially for a luxury vehicle like my ***** where aftermarket wheels should not affect windshield recalibration.I contacted Kemper and requested that the repair be performed by **** Downtown ***********, the manufacturer-authorized service provider for my vehicle. Kemper refused to authorize the work unless I paid for the entire repair upfront and sought partial reimbursement later with no guarantee of full repayment. This is despite the fact that their recommended provider, ********, was unable to perform the job.Additionally, Kemper failed to inform me of my rights under California Insurance Code, which states:WE ARE PROHIBITED BY LAW FROM REQUIRING THAT REPAIRS BE DONE AT A SPECIFIC ****MOTIVE REPAIR DEALER. YOU ARE ENTITLED TO SELECT THE **** BODY REPAIR SHOP TO REPAIR DAMAGE COVERED BY US.Kempers refusal to authorize OEM repairs, combined with a lack of clear communication and inadequate service, has caused me significant financial and emotional hardship.

  

  Business Response

  Date: 06/11/2025

  Attached, please find the submitted response letter for this complaint.

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23431866
  
  I am rejecting this response because:

  I am writing in response to Kemper Auto Insurances reply regarding my recent complaint about a glass claim for my broken windshield.
  
  
  Contrary to their statement, I did file a glass claim with Kemper through their online claims system. Upon submitting the claim, I was directed by Kempers website to Safelite AutoGlass for repair, as Kemper clearly partners with ******** for glass-related services. I followed Kempers recommendation and scheduled my repair accordingly.
  
  
  I find it concerning that Kemper now claims they have no record of the claim, despite directing me to Safelite themselves. This raises questions about their internal communication and recordkeeping.
  
  
  I request that Kemper properly review their claim logs and confirm the claim submitted under my policy. I am happy to provide any additional supporting documentation, including the repair confirmation from Safelite, if necessary.
  
  
  Thank you for your continued assistance.
  
  

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

  

  Business Response

  Date: 06/18/2025

  Attached, please find the submitted follow-up response letter for this complaint.

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23431866
  
  I am rejecting this response because Im still waiting to receive the $250 compensation I was promised. 

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

• Initial Complaint

  Date:06/04/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 contacted ******* ********* weekly for the past 1.5 months to get my vehicle repaired.She was first contacted by Progressive insurance and since her client was at fault, Kemper is supposed to fix my vehicle.The body shop has been trying to contact her as well to no avail.I am asking them to authorize repairs.

  

  Business Response

  Date: 06/17/2025

  Attached, please find the submitted response letter for this complaint.

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23419809
  
  I am rejecting this response because: This issue is not resolved.
  
  Their response was inaccurate.
  They told me they would not allow the body shop to repair my car at the time of their response.  They did move the case along after I contacted BBB.  
  
  They have not reimbursed me for my car rental, so this claim is outstanding.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:05/27/2025

  Type:Sales and Advertising 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 claim number is ********** I was in a automobile accident Kemper insurance is the insurance was the insurance company the at fault driver had Tuesday May 27th I was offered ****** by Adjuster ***** ***** he stated that he was only giving me ****** for my lost of wages, nothing for my loss of wages for my business Tip 32 I have a barbecue sauce in 60 plus stores throughout the *********** area and lastly he offered ******** for a Emergency Room Bill for ********* My loss for my 9 to 5 job is ***** and from Tip 32 it's about *****. I insured driver has 2***** in bodily injury. I feel this isn't a fare offer.

  

  Business Response

  Date: 06/11/2025

  Hello,

  Please see our attached response for file 23382706.

  Please advise if further assistance is needed.

  Thanks,

  Regulatory Administration
  ************************************************************************************
  ************
  ***************************************************************************************

• Initial Complaint

  Date:05/15/2025

  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.

  CLAIM NUMBER *********** DATE OF LOSS DECEMBER 1, 2024 DATE OF MAILLING DECEMBER 3, 2024 ******* ******* T ************************* **************************************** My car was crashed on December 1, 2024. After that date, Mr. ******** the adjuster in charge of the claim at Kemper, emailed me asking me to take the car to a body shop for a quote. He then sent me a copy of the damage estimate. Since then, he has not written to me or responded to my daily emails. This man has no respect for citizens who expect a response to their claim. On Monday, May 12, he sent me a letter stating that we had completed the coverage investigation for the aforementioned loss and that it had been determined that there was no coverage. I want to add that the man who crashed my car fled the scene, and I had to chase him until the police arrived. I do not consider this five-month wait to tell me there is no coverage fair. Thank God there were no injuries. This is my complaint because I consider it to be a bad practice by the KEMPER company, and especially by the adjuster *******. Please bring this to their attention. Thank you.

  

  Business Response

  Date: 06/03/2025

  Please see the attached response for file 23333850.

  Customer Answer

  Date: 06/07/2025

   
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******* ******** *****

  To:
  Better Business Bureau
  BBB Serving Southeast Florida & the Caribbean
  Subject: Response to Case #******** Complaint Against Kemper Insurance

  
  Dear BBB Representative,

  
  This message is in reference to our complaint filed on May 15, 2025,against Kemper Insurance. Our complaint has been assigned case number ********.
  We are writing to express that the response provided by Kemper is entirely unsatisfactory and fails to address the core concerns of our claim.
  
  SUMMARY OF EVENTS
  According to the records provided by Kemper:
  December 2, 2024 Initial claim details were recorded.
  December 18, 2024 An adjuster from Infinity (a Kemper company) contacted us to explain their liability coverage and initiate the claims process. A preliminary inspection was scheduled at a repair shop of our choice.
  December 20, 2024 A preliminary repair estimate was completed. We were provided a copy of this estimate along with written instructions not to begin any repairs.
  From December 20, 2024 through May 2025, there was no communication or update from Kemper or its representatives.
  Despite sending multiple follow-up emails to ******************************************************************************,we received no response. Evidence of these attempts is attached to this complaint.
  Then, on May 12, 2025, we were informed that the claim was denied because the driver and the vehicle allegedly were not insured under an active Infinity/Kemper policy at the time of the incident. A denial letter was sent to all parties.
  
  OUR CONCERNS AND REQUESTS:
  The denial is unfounded and procedurally flawed. According to Florida Statutes under the Florida Deceptive and Unfair Trade Practices Act (FDUTPA), Chapter *******, it is a violation to misrepresent material facts or delay resolution of consumer claims unfairly.
  From the moment the police report was filed, with the drivers license, vehicle information, and the insurance policy number recorded, Kemper had sufficient data to verify the existence and validity of coverage. If the policy had been canceled, such should have been evident from the outset. No such indication appeared in the police report, which confirms the insurer and policy details.
  It is negligent and misleading for an insurance company to proceed with formal estimates, document preparation, postal communication, and claim processing for five months, only to later deny the claim on grounds that should have been confirmed at the very beginning. This practice is both deceptive and causes undue harm to consumers, which may also fall under provisions of the ************************ Act, Section 5, which prohibits unfair or deceptive acts in commerce.
  By engaging in the repair estimate process and giving clear instructions not to proceed with repairs, Kemper implicitly acknowledged coverage, thus further misleading the insured party.
  
  REQUEST FOR RESOLUTION:
  We respectfully request:
  Immediate authorization for the full repair of our vehicle, as the prolonged delay has worsened the damage.
  A formal explanation for the mismanagement of the case.
  A review of internal processes to prevent similar issues for future consumers.
  We are reserving our right to escalate this matter to the ******************************* ****************** of ***************** if an appropriate resolution is not reached promptly.
  Thank you for your attention to this matter.
  
  Sincerely,
  ****** ********
  **************

  

  Business Response

  Date: 06/17/2025

  Attached, please find the submitted follow-up response letter for this complaint.

• Initial Complaint

  Date:05/12/2025

  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.

  My car was hit by Kemper Insurance client on 4/27/2025. My car was towed to the pound where it stated for 4 days costing me ******. After calling them leaving the claim number and a number of messages I finally spoke to their claims adjustor. He informed me that he needed pictures of the accident and that he need the accident report. I told him he should be able to request that from the police. I sent him the pictures. I also told him that his client stated he was at fault. Today called Kemper and was told by another adjustor they have been unable to reach their client. I said what does that mean for me she stated I could claim it on my insurance. She also stated that 30 days they would close the file and would only reopen if their client contacts them. Their son who was driving their car is from another country. The other adjustor told me that they have sent letters to their customer and made a number of calls. The claim adjustor stated my car was a total loss. How do I get my money back and my car fixed? The claim number is ********** their number is **********************.

  

  Business Response

  Date: 05/22/2025

  Hello,

  Please see our attached response for file 23320632.

  Please advise if further assistance is needed.

  Thanks,

  Regulatory Administration 
  **********************************************************************************************;
  ************ 
  *************************************************************************************** 
  
  

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23320632
  
  I am rejecting this response because: I sent over pictures of the accident. Looking at the names listed on the insurance Keybell ****** Portras ******** name is listed. He provided his ID he did not have a drivers license. When I spoke to the original claim adjustor he said he was going to get the accident report. According to the ************* website it states that it could take 14 days to receive it. In the meantime I had to pay to get my car out of the pound and have moved home additional money spent. Now the **************************** have issued me a notice. I have 20 days to fix the car or they will tow it off. When I spoke to the second claim adjustor she told me that they would close the claim in 30 days, if they could not speak with their client. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 06/02/2025

  Hello,

  Please see our attached response for file 23320632.

  Please advise if further assistance is needed.

  Thanks,

  Regulatory Administration
  ************************************************************************************
  ************
  ***************************************************************************************
  

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23320632
  
  I am rejecting this response because: I spoke with the original claim adjustor today asked for status. He stated he had spoke with his client and that he had to reorder the accident report. I am not sure why the accident report was taking so long to get. I stated I could have my brother go and get a copy. Instead I went online and ordered the report in which I was able to download a certified copy which I had attached. I am not out of pocket over 5k. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:05/01/2025

  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 march ******* my car was flooded due to heavy rain and my car turned off. Did a claim with them told me they would investigate and call me back but never did, they couldnt even tell me when they would send out an adjuster. Waited for weeks and I couldnt just sit there and do anything since I have a job and obviously I depend on my car to take me to work. So I decided to find a mechanic and fix it. Water had gotten into the engine and engine had to be replaced as well as a sensor so a total of $2150 was spent out of my pocket. When I got my car fixed I called the insurance wanting to know how to proceed since I got my car fixed told them I paid out of pocket but the *** told me an adjuster would be assigned to me and as long I had receipts from the mechanic etc that I should be okay. Long story short they closed my claim due to the fact that I had already fixed it before having the adjuster take a look at it when they could never give me an answer from the beginning when I asked them.

  

  Business Response

  Date: 05/13/2025

  Hello,

  Please see our attached response for file 23274473.

  Please advise if further assistance is needed.

  Thanks,

  Regulatory Administration
  ************************************************************************************
  ************
  ***************************************************************************************