Complaints

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

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  National General Insurance Company

  450 W Hanes Mill Rd Winston Salem, NC 27105

• 

  Adirondack Insurance Exchange

  550 Essjay Rd Buffalo, NY 14221-8237

• 

  National General Insurance Company

  6161 Blue Lagoon Dr Ste 300 Miami, FL 33126-2047

  
• 

  National General Insurance Company

  5757 Phantom Dr Ste 200 Hazelwood, MO 63042-2406

  
• 

  National General Insurance Company

  827 W Grove Ave Mesa, AZ 85210-4931

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:07/30/2025

  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.

  Insurance through Direct Auto was canceled on July 1st 2025. Refund was roughly ******, a check from National General was received 7/24/25 I could not deposit it in my bank and no check cashing facility would accept it, Called N.General said they would reimburse the amount to my card .as of 7/29 no response

  Business Response

  Date: 07/30/2025

  Please see the Company's response attached as requested. Thanks! 

  Customer Answer

  Date: 07/31/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:07/21/2025

  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 July 4 early morning I got into a car accident. Just me no one else involved. I pay my car insurance on time all the time. My son and I are listed on the policy. My wife doesnt have a driver license. Probably never will. Its been revoked because of some mistakes that were made in the past. All that has been cleared up and completed in the legal process. So now that I have been in an accident. National General is saying I failed to mention that she is in the house. They are now positioning themselves to deny the claim. Im a hard working family man that supports a family. Now with a wrecked car that I still owe the bank for. And no funds to purchase a new car. It has crippled me from taking care of my family. Perfect example of a giant company crushing the little guy. I started a spotfund site on the account to try and raise awareness and enough money to get me back to caring for my family.

  Business Response

  Date: 07/22/2025

  Please see the Company's response attached as requested. Thanks! 

  Customer Answer

  Date: 07/23/2025

   I cant say I accept or reject the reply from National General. On the account that I dont believe I put single on the paper work regarding the issue. I am always represented by a broker at Brightway insurance the ******************. So when I had him shop the network for a cheaper price on insurance, he handled all of the paperwork.  Granted ,I am married. My wife has no access to either of the cars on the contract. I help her in any way I can getting her to where she needs to be. And I was only insuring the licensed drivers in the home. She is not a licensed driver. She completed all of her legal issues that were appointed by a judge.  And years have past. So why is it that everywhere she turns everyone wants her to keep paying for a mistake that was by law already paid for. Including the people that may associate with her pay to. I have done nothing wrong except for letting National General be my insurance company. I paid my insurance company bill when it was due. Until now. I had to let it lapse on fact that since the accident I have had to pay for everything out of pocket.  Now I have no money to pay my bills. So let me know why this company is willing to ruin a hard working United States of America born citizens. FUTURE. 

   
  
  

  
  

• Initial Complaint

  Date:07/19/2025

  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 Accident: July 14, 2024 At-Fault Driver: ***** ******* On July 14, 2024, I was rear-ended by National Generals insured driver, ***** *******. My car was totaled. I am on disability for mental health reasons and depend on a car to attend medical appointments and manage daily life.I have contacted National General multiple times by phone and email. Despite providing all documentation and explaining my situation, Ive received no meaningful updates or resolution.I have been without a car for over a week, with no assistance or acknowledgment of my loss of use claim. I now have no choice but to rent a car for the next 3 months, until I leave the country in November. I cannot afford to buy a replacement while on limited income.The at-fault driver falsely accused me of stopping suddenly, though I had been stopped at a red light for over 30 seconds. The police determined he was at fault.I am a vulnerable consumer with a disability, and this situation has caused significant emotional harm. My treatment has been disrupted, and I have spent hours trying to get basic information or support. Im disappointed and exhausted by the lack of response.I am asking for fair reimbursement for rental costs and emotional distress. If I do not receive timely assistance for the company and the at fault driver, I will pursue small claims court and file a formal complaint with the Department of Insurance.I depend on this vehicle for medical appointments related to my disability and mental health. The emotional toll this delay has causedcombined with the lack of communicationhas made my situation much worse. I feel abandoned by this company and forced to spend money I dont have. I should not have to fight this hard for basic accountability and support after a no-fault accident. I am pleading for a prompt and fair resolution before escalating further.

  Business Response

  Date: 07/25/2025

  This matter involves a Personal Automobile Insurance claim.  Please note, the Complainant is the Third-Party Claimant. The captioned loss was reported to the Company by our Named Insured on July 14, 2025, and contact was made with the Complainant the same day.  The Complainant confirmed that she reported a Collision claim through her carrier, GEICO. The Company contacted GEICO on July 14, 2025, and confirmed that they are handling the damage to the Complainants vehicle under her first-party Collision coverage.  The Company has no record of the Complainant filing a Rental Reimbursement or Loss of Use claim under our Named Insureds policy.   Reimbursement for the reasonable cost of a rental vehicle will be considered upon receiving and reviewing documentation to support the Complainants Loss of Use claim.
  
  The Companys records indicate that the Complainant filed a Bodily Injury claim on July 17, 2025, which is currently open and under review.  Please be advised that the Company has spoken with the Complainant on multiple occasions, and while the Company understands the Complainants frustration, the Company is unable to offer a Bodily Injury settlement without completing its due diligence in determining if injuries are related to or resulted from the loss that occurred on July 13,2025.  The Company asks that the Complainant allow the Company the proper time to complete its investigation, which includes obtaining medical records for possible injuries relating to the captioned loss.  The Company informed the Complainant of the same on July 24, 2025, and is presently awaiting receipt of requested medical records from the Complainant.

  Customer Answer

  Date: 07/30/2025

   I am rejecting this response because:
  
  I do not accept this response, as it misrepresents the situation, lacks accountability, and fails to acknowledge the poor treatment Ive experienced throughout this process.
  I made multiple attempts to contact the company regarding both the rental reimbursement (loss of use) and the bodily injury claim, but received no timely or helpful communication. It was only after I filed this BBB complaint that an agent finally reached out to explain what information was needed from me a step that should have happened long before.
  I am currently working to provide the documentation that the agent recently requested, but this communication only began after the BBB complaint, not as part of a proactive effort by the company.
  The response also implies that I failed to support my claims, when in reality I was never given clear instructions despite asking for guidance multiple times. I have proof including emails and call logs showing that I reached out several times. Since their calls are recorded, I ask that they produce evidence of the "timely" communication they claim occurred, because it simply did not happen.
  Additionally, I experienced rude and dismissive behavior from multiple representatives during this process, which is completely ignored in the companys response. Their lack of professionalism and empathy has only made a difficult time worse especially as I am already dealing with ongoing health issues and financial stress due to the accident.
  This complaint is not just about reimbursement it is about basic respect, communication, and accountability. It should not take a formal BBB complaint for an insurance company to respond or provide next steps.
  I am willing to cooperate fully and continue working on the documentation they have now requested, but I expect the company to do its part by treating me with respect and resolving both the loss of use and bodily injury claims in a timely and transparent manner.
  If this continues to be delayed or minimized, I will be forced to escalate further including filing a complaint with the Washington State Office of the Insurance Commissioner and considering other appropriate actions.
  I will only update or close this BBB complaint once there is a full and fair resolution and acknowledgment of the lack of timely communication, rude behavior, and poor handling Ive experienced.

• Initial Complaint

  Date:07/17/2025

  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 live in the state of ******* USA for my 2012 Acura tsx which has a lien holder.I live in a state which requires you to have collision insurance coverage for vehicles with a lien holder. Signed up for insurance with direct insurance which charged me monthly for collision and comprehension. Had a accident in the insured vehicle and they total it out. When it came time to compensate they found a loop hole saying it was a internet policy and we didn't mention it had a lein holder saying we applied for liability coverage but we was charged monthly for collision and Comprehension coverage. In the state of ******* USA you cannot purchase a liability policy if your vehicle has a lien holder. And this was understood by both parties when a representative of the company made contact to complete the application process and policy.

  Business Response

  Date: 07/23/2025

  This matter involves a Personal Automobile Insurance policy and claim.  Please note,the Complainant is our Named Insureds spouse who is listed as a Rated Driver on the policy. 
  
  The Companys records indicate the Named Insured applied for and purchased a Personal Automobile Insurance policy on January 24, 2025, insuring three drivers and one vehicle, a 2012 ***** ***.  Our records also indicate that the Named Insured did not disclose or provide lienholder information during the application process, and the Named Insured did not elect to purchase Comprehensive or Collision coverage.  The policy was issued in accordance with the Named Insureds application, and a Declarations Page showing only Bodily Injury and Property Damage coverage was provided to the Named Insured upon the issuance of the policy.  Please be advised that the Company did not charge a premium for Comprehensive or Collision coverage, and we have no record of receiving a request from the Named Insured or Complainant to add Comprehensive or Collision coverage to the 2012 Acura TSX at any time.
  
  On June 10, 2025, the Named Insured filed a claim for a loss that occurred the same day. The Company denied the Named Insureds Collision claim as the Named Insured did not purchase Collision coverage, and while the Company understands that the Complainant may not agree, we maintain that there was no Collision coverage on the 2012 Acura TSX on the date of loss.
  
  Thank you for allowing the Company to respond.
  

• Initial Complaint

  Date:07/16/2025

  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.

  Complaint:I am filing this complaint regarding NGICs (Direct Generals) failure to handle my bodily injury claim in a timely, professional, and fair manner, despite clear liability and extended efforts on my part to communicate and cooperate.After my accident in November 2024, **** acknowledged fault and issued payment for the property damage portion. However, they have failed to follow through on the bodily injury claim. My case has been plagued by long periods of silence, missed deadlines, failure to respond to key documents, and repeated breakdowns in communication.Despite multiple phone calls, written requests, and formal notice, I have been ignored for weeks and months at a time. This has resulted in continued delays in my recovery, serious emotional distress, and unreimbursed out-of-pocket costs exceeding $6,800. ***** failure to resolve this matter has caused unnecessary hardship and left me with no choice but to pursue additional avenues for ***************** of today, July 15, 2025, the company has still not issued a reasonable settlement or even acknowledged receipt of my formal demand. Their behavior reflects a serious lack of good-faith claims handling and violates the standards expected of an insurance company licensed to operate in **************Desired Resolution:I am requesting:A formal written response from NGIC.A reasonable and good-faith offer to settle my bodily injury claim.Reimbursement of unreimbursed medical and transportation expenses.A review of ***** claims handling practices and staff conduct by a supervisor.I have exhausted all other avenues and now ask the BBB to help hold this company accountable.Respectfully,***** *. ***************************. 1Lowell, MA *****?? **************?? **********************

  Business Response

  Date: 07/23/2025

  Attached please find the response for Complaint ID ********.

  Customer Answer

  Date: 07/24/2025

   I am rejecting this response because:
  
  

  July 23, 2025

  BBB of Central and ************

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

  ************, ** 27284

  Attn: ******* ****, Dispute Resolutions Specialist

  
  

  RE: Complaint ID#: ********

  Underwriting Company: Direct General Insurance Company, NAIC 42781

  
  

  Dear *** ****:

  
  

  This is in response to the Companys July 23, 2025 letter, which is not only misleading but continues a pattern of bad faith, delay, and obstruction that began long before my initial BBB complaint. Their claims are categorically false and evasive.

  
  

  1. Willful Disregard for Medical Privacy and Process:

  The Companys July 11 and July 18 letters demand extensive medical documentation under the guise of "evaluating injuries." Yet, I am a third-party claimant, not their insured, and have no legal obligation to surrender full medical files under HIPAA, **** or Massachusetts law. Their demand is an abuse of process and retaliation for asserting my rights under Chapter 93A. Furthermore, they have never once refuted the psychological trauma, retaliation, or harassment documented in Exhibits I and J. These contain ample evidence of harm directly resulting from their conductnot from the accident itself.

  
  

  
  

  2. Misrepresentation of Statutory Compliance:

  Contrary to their assertion, my 93A demand dated July 8, 2025, fully complies with Massachusetts General Laws Ch. 93A 9. They are deliberately mischaracterizing it in order to avoid responding within the statutory 30-day window. I included clear details of the misconduct, referenced supporting exhibits, and listed specific violations (including HIPAA, **** and UPL). Their IA has no legal authority to determine statutory sufficiency under Massachusetts consumer law, especially from an out-of-state desk.

  
  

  
  

  3. Continued Deception and Evasion:

  The Companys refusal to acknowledge the misconduct or address the core issuesunauthorized legal practice, retaliation after a formal demand, and emotional/medical harm caused by their mishandling of the claimis telling. They continue to shift the goalposts and refuse to engage in good faith. Notably, they have never offered any settlement evaluation of the actual Chapter 93A violations or mental health harm I suffered post-demand.

  
  

  
  

  4. Bad Faith ******* and Misuse of BBB Process:

  This reply is not a sincere resolution attempt. It is a boilerplate stall tactic meant to run out the clock on statutory deadlines and avoid public accountability. I am now preparing to file formal complaints with the Massachusetts Attorney General, Division of Insurance, HHS, and state bar authorities regarding this Company's conduct and misuse of power.

  
  

  
  

  
  

  
  

  ---

  
  

  Conclusion:

  Their letter is a calculated effort to dodge liability while feigning cooperation. I have provided multiple lawful notices, and the Companys continued deflection confirms a pattern of bad faith and willful violation of consumer and medical privacy laws. I respectfully ask that the BBB hold this company accountable for its systemic abuse, rather than enable further evasion.

  
  

  Sincerely,

  ***** ****

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

  ******, MA 01852

  857-***-Shea 

  ************ 

  ********************************* 

  
  

  
  

  
  

• Initial Complaint

  Date:07/16/2025

  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.

  I took up a car insurance policy with National General Insurance Agency and they signed me up for two different policies unbeknownst to me. One was a broad form policy attached to my drivers license and one was a car ********************** policy attached to my vehicle and myself as a driver. I called consistently for nearly 6 months trying to understand the discrepancy between the billing and my policy. The policies were listed with two separate offices unbeknownst to me and when I finally looked at my bank account and realized I had been charged for two separate policies I contacted the only agent I could get on the phone whose name is ***** out of the ***************** address ********************************************** phone number ************. I was asked to email the documents to **************** showing that I had been double charged and was to wait for a reply to be reimbursed. I have not spoken with anyone other than someone who replied to my email that said my email on file was not correct so they could not help me. I corrected my email address earlier this week with someone on the phone from National General and when I spoke to ***** today he said that it had not been corrected. I have not been able to get a hold of anyone from billing to discuss how I was being charged for two separate policies and records of me calling over and over again to the company for clarification and asking to stop being billed for separate policies. I do not know how to reach anyone to help me and I feel like I have been robbed for trying to make sure I had car insurance. Can someone please help me.

  Business Response

  Date: 07/24/2025

  Please see the attached response.

• Initial Complaint

  Date:07/16/2025

  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.

  Hello I would like to file a complaint against this company for fraudulent services. I paid my money for coverage and they still cancelled my policy They are making false claims. This is the 3rd time this happened. I paid late fees and reinstatement fees and yet still they cancelled my policy. I think they are trying to get more money for fees. And having me drive without coverage. I will like to make this report about this problem I'm having with this company thank you very much. I'm uploading my proof of payment.

  Business Response

  Date: 07/23/2025

  The Company reviewed the Complainants concerns. A review of the Complainants policy shows that the reinstatement fee associated with the May payment and agreed to waive the additional fee for the June installment. The Company confirmed that the remaining balance is $64.98, and related late fees have been waived as a result of the remaining balance. In addition, the downpayment for the renewal of the Complainants policy is $512.85 and is due 12:01 am by August 19, 2025.
  
  The Company regrets the frustrations the Complainant experienced and hope she finds our resolution satisfactory. 

• Initial Complaint

  Date:07/14/2025

  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.

  I setup and paid for an auto insurance policy in early June with an agent with DirectAuto insurance. I was then weeks later sent a bill and threatened to lose my policy if I didn't pay a new bill given. Only to find out they added two already insured people to my insurance. They then wanted proof of people who have nothing to do with my policy. Because they looked up people, they wanted me responsible for chasing them down and getting their information sent to DirectAuto. I told them I couldn't get more than what I got. (Which was policy information from their insurance company) Direct Auto, then said that isn't good enough and they want me to link them to the page. I have no access to my ex's information. So now, they are about to cancel my policy while trying to charge me an extra $1600 for two already insured drivers, somebody added to my policy AFTER it was setup and paid for. I want this not to show i lost my insurance for non payment and I also want at least a prorated return on my money lost. This was a mistake on their agents part, who added up my policy with things I did NOT tell to put in my policy. They added home owner discount, that they now took off and want more paid on, i never told him i own a home. He was just filliing in things wrong and now my policy is having issues.

  Business Response

  Date: 07/22/2025

  This matter involves an Automobile Insurance policy, and the Complainant is the Named Insured.  The new business policy in question was submitted to the Company on June 6, 2025, listing the Named Insured as a rated driver, and two additional household members having other insurance.  The policy also included a discount for homeownership. 
  
  Please be advised that the Company requires disclosure of all household members aged 14 years or older on the policy, and the two additional household members listed as having other insurance were not rated upon inception.  The Company required proof of other insurance for the two additional household members, and the same was requested when the policy was issued. Proof of homeownership was also requested to retain the Homeowners Discount.  An Action Required letter was issued to the Complainant on June 6, 2025, requesting proof of other insurance for the two additional household members, and proof of homeownership by June 20, 2025, to prevent any potential increase in the insurance premium.
  
  Proof of other insurance and homeownership was not received as requested, which resulted in the additional household members being changed to rated drivers and the removal of the Homeowners Discount.  The premium increased, and an invoice requesting payment was sent to the Complainant.  As both of the household members were changed to rated drivers, the Company required drivers license information and requested the same on June 20, 2025.  Drivers license information was not received by July 4, 2025, as requested and an Unlicensed Surcharge was added for both drivers resulting in a second increase in premium and invoice requesting payment.
  
  Invoices for the increase of premium were properly generated, and emails were sent to the Complainant advising of the premium due.  However, payment was not received as requested, which resulted in a Notice of Cancellation that was mailed to the Complainant on July 7, 2025.
  
  The Companys records indicate that the Complainant called the Company on July 8, 2025, and was advised to submit proof of insurance for the additional household members, and the Complainant advised he would submit the same.  To date, the Company has not received proof of other insurance for the additional household members, and payment has not been received. 
  
  While the Company understands that the Complainant may not agree, we maintain that proper action was taken relating to the rating of two additional household members and the removal of the Homeowners Discount.  As  payment or proof of other insurance for the two additional household members was not received, the policy cancelled for nonpayment of premium on July 22, 2025, in accordance with the aforementioned notice. 

• Initial Complaint

  Date:07/11/2025

  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 step son was added to my car insurance without my knowledge. He has been on my wife's car insurance since he got his license and is not or ever been a driver of my vehicle. When I asked to get him removed the agent refused to remove him even after being given proof of being on my wife's insurance. My wife even spoke to her insurance carrier with National General's agent on the phone and was told my stepson was on on her insurance and was told of what documentation was needed as proof. While on the phone the agent emailed the documents. An adjust was never made on my bill and the National General agent refuse to remove my stepson. My car insurance bill tripled with my stepson on it. My wife's bill also went up because my stepson was added to her bill. How can National General add someone to your insurance without your knowledge? National General canceled my insurance because I didn't pay the amount with my stepson on it.

  Business Response

  Date: 07/16/2025

  Please find our response attached  

• Initial Complaint

  Date:07/10/2025

  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 July 10th I attempted to call this company to receive more information about my coverage and what an issue would be covered under. The response I got was that they no longer answer questions about policies unless a claim is submitted and an adjuster comes out. This is very shady business practice because with 2 or more claims submitted over a 5 year period, the rates increase substantially. They informed me that they removed the question line and the only way to receive answers is with a claim submitted. I believe this is forcing people to submit more claims to hike rates.

  Business Response

  Date: 07/19/2025

  Please note that this matter involves a Package Home and Auto Insurance policy, and the Complainant is the Named Insured.  The new business package policy was submitted to the Company by the Complainants agent on June 17, 2025, with an effective date of June 26, 2025.  The Complainant contacted the Companys claims department on July 10, 2025, and advised that he had some water back up into his home due to a possible break in a sewer line.  The Complainant wanted to know what part of the policy would provide coverage without filing a claim at that time. 
  
  Regrettably, one of our Claim Representatives informed the Complainant that we are unable to answer hypothetical questions specific to coverage without opening a claim investigation to determine the cause of loss, which is incorrect as the Company is able to answer hypothetical claim-related questions without opening a claim.  Please be advised this matter has been addressed, and proper coaching was provided.
  
  Thank you for bringing this matter to our attention and allowing the Company to respond.