ComplaintsforBranch Insurance

• Initial Complaint

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company was paid on January the 15th by my mortgage company. I'll call they cancel the insurance policy on January 20,2024. The company said I would get a check in 3 days here it's is February 12,2024 and no check. How is this company able to hold up your refund check from cancellation of your homeowners insurance.

  

  Business response

  02/19/2024

  Thank you for bringing this matter to our attention. We appreciate the opportunity to respond.
  
  Branch received payment for ***** *********’s policy via check on 1/24/24. In accordance with normal business practices, Branch allowed for seven business days to ensure a stop pay was not issued on the check before releasing the refund. Branch issued the refunds via check on 2/1/24 through **** with an expected arrival date of 2/12/24. Our records show that the checks were delivered on 2/17/24. We apologize for any inconvenience the shipping delay may have caused.
  
  

• Initial Complaint

  02/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Whenever I have a six month renewal they email me with what is going to be pulled out of my account and everytime its a different amount. The first time they honored it.

  In July of 2023 they refused to honor it but said they fixed the issue. In December I received notification my renewal would be 374.45. Jan 28 2024 I received an email saying on Feb 06 2024 my account would be charged 374. 45.

  When I woke on That day they charged my bank 422. I notified them. Said a manager would call me.

  Waited until the 8th after no one reached out to me and called back. They said that KY taxes weren't calculated. That should have been part of my premium. They notified me and told me that they were taking one amount and took out more than I agreed to. I asked them to refund me the money, but make sure I was covered for at least two weeks so I had time to find another company and not have my insurance lapse. Pretty much just gave me one day and said they could only refund me some suggested amount. If they would have gave me proper notification I would have had more than enough time to find another agency.

  All I'm asking for is for them to refund me so i can go to another company and give me an adequate amount of time to find another company before they cancel my policy. Previously on other occasions they took over 700 out of my account, overdrafted my account and made me jump through hoops just to get the 204 back in overdraft fees. Been with my bank for 17 yrs with no overdraft fee until then.

  When I asked about leaving a review he said he couldn't tell me where to go and that he had another call and would reach back out and I haven't heard from them since. I agreed for them to take money out of my account but they're taking more money out than I agreed to and to me that is theft.

  

  Business response

  02/15/2024

  ***** ******* *********************
  
  Thank you for bringing this matter to our attention. We appreciate the opportunity to respond.
  
  Our member support team has contacted ***** ******* several times by phone and email in an attempt to resolve this matter. The State of Kentucky charges a municipal tax that was not accurately reflected in the monthly payment indicated in ***** ********s renewal offer. However, the total premium amount for the policy period was correct. Branch is willing to refund the disputed amount and honor the renewal rate for the remainder of the policy term. However, if ***** ******* would like to cancel the policy, Branch will refund the entire premium amount collected. We are currently awaiting a response from April to determine which step to take.
  
  

  Customer response

  02/26/2024

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** *******

• Initial Complaint

  02/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 1/3/23 I received notice that my home owners insurance would be renewing and Branch would be billing my lender for my renewal on 01/17/23. I emailed numerous people to let them know I would not be renewing.

  On 1/16/23 I officially canceled my policy and attempted to start a new policy with a new company.

  On 1/17, I checked my mortgage company’s page and was notified that Branch had indeed taken the renewal premium of over $7,000 from my escrow account on 1/11/23 even though the date said they were going to bill my mortgage company on the 17th. When I called Branch to find out what was happening, they informed me that they received payment from my mortgage company on 1/22 well after the cancellation date given. The policy was official cancelled by the due date given but the company decided to take our money anyways. When I called to rectify the situation I was told by the agent a check was being mailed out on the 17th as my coverage was now set to lapse on 2/8/23 and that I would have to wait 7-10 business days for a check to come to be able to pay for my new policy.

  I just got an email Saturday 2/3/23 stating a check was just sent out and now it won’t be here until 2/14- after my coverage lapses.

  I want a check over-nighted to my home so I don’t have a lapse in coverage. Branch stole funds that did not belong to them even though all documents were sent and deadlines were met.

  The lag in processing is unacceptable and now I will not have coverage until that check comes. My escrow account is overdrawn and the new premium can’t be paid.

  The company stole funds from us and gave us false information about our renewal and payment due dates just so they could take our premium- which they tripled by the way.

  As first time home buyers this is unfair and unacceptable.

  

  Business response

  02/09/2024

  Thank you for bringing this matter to our attention. We appreciate the opportunity to respond.
  
  The policy renewal notice for ****** ******* (Policy# *********) was issued on 1/3/24. Branch invoiced for the renewal premium via ********* digitally on 1/3/24. ****** ******* canceled the policy on 1/16/24 through the agent at *********. Branch received payment for the policy via check on 1/22/24. In accordance with normal business practices, Branch allowed for seven business days to ensure a stop pay was not issued on the check before releasing the refund. Branch issued the refund via check on 2/2/24 through USPS with an expected arrival date of 2/12/24.
  
  

  Customer response

  02/09/2024

  the company has done nothing to rectify this situation. They stated things in all the emails I sent already. I received an email which I will again include stating that action had to be taken by the 17th. Why was I charged early when this email states I had until the 17th? Also, I did everything in my power to stop Branch from taking payment but they stole our money anyways. They are providing false information. They now state the money was taken on the 3rd? Nearly two weeks before the date included in their original email. I was told by ******* that payment was taken on the 11th? Why all the wrong information from all different sources. This company is crooked and needs to fix their mistakes in a more timely matter when they steal from hard working customers. Please refer to original emails. It’s all there in plain writing. They can’t even provide a straight story. 

  
  Regards,
  
  ****** *******

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a claim with my insurance company, Branch, on 10/26/23 for a flood incident with my vehicle. The engine was flooded and needs a new engine. It took about a week to get Branch to respond to me about the incident. It took the ******* dealership approximately 2-3 weeks to get Branch to communicate with them.

  Once Branch finally looked into the claim, It took Branch 28 days to approve the claim, which delayed the ******* dealership from beginning the process of repairs for a long time. Upon the first approval of the claim, they approved a new "all electric" engine, which was wrong, because I have a hybrid. It then took them several more days to approve the correct hybrid engine.

  The coverage period on my rental car ran out, and my car was still in the shop. I spoke with my agent at *********, and she said that insurance companies almost always approve coverage on another rental, for more time, if an individual's vehicle is still in the shop and it's not the individual's fault.

  My insurance adjuster with Branch ********* *****) is the person required to approve the rental. I have tried to reach ******** since December 18th 2023 via emails, phone calls, and voicemails. To this day, she has not responded to me. I contacted supervisors at Branch 3-4 times to complain. Each time they say that they are "escalating the situation" and promise that ******** will reach out within 24-48 hours. She never has.

  My agent with ********* tried reaching out on my behalf, and received the same promise. I've still not received contact from Braelynn, and no one at Branch has helped me out. I have been completely without a vehicle since December 19th, as my car is still in the shop. I've missed work. This is very bad business on Branch's behalf.

  I feel like they owe me something for the trouble they have put me through, the position they have left me in, and the lack of service. I pay them $2,668.97 for the year for them to have my back, and they have not.

  

  Business response

  01/18/2024

  Thank you for bringing this matter to our attention, we appreciate the opportunity to respond.  We have recently contacted you regarding this matter.  If you have additional questions related to this matter, you may contact your adjuster at ###-###-####.

• Initial Complaint

  12/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was struck by a person holding Branch Insurance. 100% liability on their part and this was accepted by Branch, however they delayed responding to the claim; they made unsubstantiated claims to have made contact; misrepresented their actions; did not follow up on a loss of damage report and then — without communication, contact or acknowledgement of the disputed claim, attempted to send a check for less than even the deductible paid.

  I filed a claim the same exact day. They delayed at least 5 weeks responding and despite numerous attempts with Customer Service, would not respond the the claim and call.

  Claim Number: *************** Date of Loss: Aug. 28, 2023 Vehicle: ***** ***** **********

  Despite accepting liability, they are attempting to cover 50% of out- of-pocket costs from the accident (against submitted receipts) and 0% of the loss of damage estimate to the vehicle struck by the Branch client in the collision. This lack of responsiveness, and outright false statements of attempted contact are concerning. For anyone attempting to do Business with Branch, beware. They do not represent their actions or engage in a manner consistent with other Insurers!

  

  Business response

  12/21/2023

  Thank you for bringing this matter to our attention, we appreciate the opportunity to respond.  We most recently contacted you on December 20, 2023 regarding this matter.  If you have additional questions related to this matter, you may contact your adjuster at ###-###-####. 

• Initial Complaint

  12/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I reached out to branch to acquire home insurance I was told that a home inspection had to be done and that an inspector would be to my home , I was told to take pictures of the outside of my home , the front the side and the back , I was told to take pictures of my kitchen and bathroom as well and upload all pictures on the site under my account ,

  I did as instructed and a week later an inspector came to inspect the outside of my home I was sent pictures and informed that I had to trim the bushes on the side of my home and I needed to get a railing installed for the front of my house , I trimmed bushes and had a rail installed , I called and spoke with a rep and questioned why I needed the railing because i only had two steps ,

  i sent her the pictures and she agreed and then she said that it was the inspector and nothing could be done when I requested a refund .

  About two weeks later i received email saying that my insurance was being cancelled because I did not provide the declaration page , I contacted branch and provided declaration page and and my insurance was reinstated I had already paid my premium for the year ,

  two days ago I got a text message telling me that branch was going to deducted 54.00 out of my account to pay for my insurance when I called to inquire how this was possible when I paid my premium in full I was informed that I allegedly did not send in a photo of my plumbing ,

  at this point I feel I am being harassed and i do not owe them any more money and i would like a full refund for the railing I had installed for nothing

  

  Business response

  12/05/2023

  ************************
  We are in receipt of the complaint filed by Mr. ******* **** regarding his homeowners policy
  issued by Branch Insurance Exchange (“Branch”). Mr. **** contacted Branch yesterday,

  
  December 4, 2023, and was informed that one additional photo was required to keep his
  inventory discount, which Mr. **** provided. Our Underwriting team has reviewed his
  submission and has accepted all of his photos. Subsequently, Mr. **** was notified during his
  online chat session that he no longer owes $57.50 because the inventory discount has been
  returned to his policy. A Supervisor attempted to contact Mrs. **** to confirm this again, but he
  was unavailable. We will try again to reach him.

  
  Please let me know if there are any additional questions.

  
  Kind regards,
  ***** *****
  Legal Operations Analyst
  Branch Financial, Inc., Attorney-in-Fact for Branch Insurance Exchange
  *************************
  ** ** ***** **** **** **** * ********* ** ***** **************

  Customer response

  12/15/2023

  I want my refund for the railing that I had installed that did not need to be installed 
  
  Regards,
  
  ******* ****

  Customer response

  12/19/2023

  I filed a previous complaint against them for harassing me and alleging that i owed 57.50 or my policy would be cancelled , they sent BBB an answer alleging that it had been taking care of I no longer owed , however they sent me another cancellation notice I feel like I am being harassed , my previous complaint # is ********. I have attached a copy the email that was sent after they sent a response alleging that it was taken care of .

• Initial Complaint

  11/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have auto and home coverage. I filed my very first claim with this company on Oct 3 for a rental car used after my car was towed. I quickly received an email on Oct 3 confirming the submission and stating that someone would contact me soon. I was never contacted and never issued a claim number. I called Branch 3 times since I filed the claim. In every case the response was that they would send a message to the right department and that I should be contacted within 48 hours which never happens. As far as I can tell, this company is selling false policies.

  

  Business response

  11/17/2023

  Thank you for bringing your concerns to our attention, we appreciate the opportunity to resolve them.

  Our records indicate that a claim was created for you and assigned to an adjuster that has reached out to you as of November 16, 2023 to discuss the next steps. If you have any further questions, please do not hesitate to contact us. 
  

  
  

  Customer response

  11/17/2023

  I was contacted, however the claim is not settled. A Branch representative told me she would contact me after gathering information, but I have not heard anything since.  Again, I don’t think this is a legitimate company.
  
  Regards,
  **** *****

  

  Business response

  11/22/2023

  Thank you for your additional correspondence regarding your claim.  Our investigation of your claim has been concluded and the results have been transmitted to you on November 22, 2023 via email and U.S. postal.  If you have any further questions, please do not hesitate to contact us.

  Customer response

  11/22/2023

  you completed a very simple claim 7 weeks after I submitted it which of course is unacceptable.
  
  Regards,
  
  **** *****

• Initial Complaint

  10/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Storm damage was incurred at my private residence on April 15, 2023 which is insured by Branch Insurance Exchange and verified by two roofing contractors as Branch had requested. Branch has been negligent and unresponsive to settlement and explained and detailed in attached file. Your help in the matter would be appreciated. Thank you

  Branch Insurance Exchange
  
  A storm came thru the ******** *** ***** area on April 15, 2023 with rain, winds and hail.  Six houses on my street requested inspections due to the storm and six houses are getting new roofs including houses on each side of my house, *** **** ****** ******** *** ****** therefore prompting me to pursue an inspection for possible damage.
  7/7/23           I called Branch Insurance Exchange to report the storm and to get an inspection scheduled.  When I called Exchange I talked to ***** and reported a new claim which in turn she assigned me claim #*************** but also asked if I have had a roofing contractor come and verify any damage.  I told her no I thought the insurance company did that.  She asked that I contact a roofing contractor and get their results/opinion.
  7/9/23           Email received by myself, from Branch, below:
  Hi **** *******,
  We wanted to let you know we've received your claim. Your claim number is *************** and ****** ****** will be assisting you. Lenora Hughes will contact you to discuss the details of your claim. If you require immediate assistance, ****** ****** can be reached at ********** or you can simply reply to this email.
  Thank you!
  Branch Claims
  7/12/23        Bees 360 sets up inspection date for 7/28/23, 9:00 AM.
  7/28/23        Property at *** **** ***** inspected by 3rd party **** *** for Branch Insurance Exchange.   Roof was viewed by drone.
  8/1/23           ******* ****** (Branch) called saying **** ***** address had $700 worth of damage to gutters, no damage on roof.          (***** **** *** did estimate by drone).  I protested saying that I was present at the inspection and saw the drone used for inspection and ******* that there is no way that the damage
  could be detected by a drone.  I have a drone and flown it over and inspected my  roof and I know that flying at the height above the roof he could not possibly have seen damage unless it was a gaping hole.  I told her that upon her request I had two contractors come out and inspect the roof and both found damage, one contractor, ******** ******* saying that yes there was damage but they would wait for the insurance company to give an estimate and from that point they would work with the insurance company.  This information, pictures and description of damage was sent to Branch, ******* ****** as she requested when I disputed Branches findings.
  8/24/23        Received the other pictures and estimate from roofing contractor ******* **** which were forwarded to ******* at which point she said she would be verifying the findings with the roofing contractors.
  9/1/23           Upon calling Branch, ******* I was told that the payment was approved and they would be finalizing. She would be calling me upon completion.
  9/11/23        Never heard from ******* so I called again and talked to ******* and she told me that $19,000 had been approved and she would call me in about two hours confirming.  Never received the call.
  9/13/23        Called ******* again this time she told me that she was submitting approval and would call me by 5:30.  Never happened.
  9/14/23        Called ******* again but had to leave voice message.
  9/15/23        Called ******* again but this time she said she was working on approval and it would be Monday or Tuesday.
  9/26/23        Called ******* again because as usual she never returned by phone calls.  This time she said my case had been sent to another group for approval but because this had gone on long enough she was going to take charge and get it done in the next 2-3 hours and she would call me letting me know it was complete.  Never have heard from her.
  HELP!

  

  Business response

  10/06/2023

  Thank you for bringing your concerns to our attention, we appreciate the opportunity to resolve them.

  Our records indicate that a re-inspection for your property has been scheduled for 10/11/2023 to meet with you, your contractor and our estimator. Our goal is to come to an agreement on any additional damage . We have also reached out to your agent and left a voicemail requesting a call back. If you have any further questions, please do not hesitate to contact us.

  
  

  Customer response

  10/16/2023

  Consumer called BBB and left voice message stating the inspection took place on October 11, 2023, but he is waiting for results and wants to know the outcome of the inspection.

  

  Business response

  10/24/2023

  Thank you for following up with your concerns, we appreciate the opportunity to resolve them. 

  Our records indicate that a reinspection was completed and some additional damages were identified. The new damages were added to the original estimate and the damages were still below your deductible. We reached out via phone on 10/17/2023 to explain our findings along with emailing a copy of your estimate and  a letter that explains that your damages were below your deductible.  If you have any further questions, please do not hesitate to contact us. 
  

  
  

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a homeowners claim for the hail storm on June 11, 2023 on 07/21/23 with Branch Insurance. They sent an inspector out on 07/27/23. In the meantime we obtained 2 roofing quotes with reflecting extensive damage to our roof, fencing, windows and other covered items. On 08/03/23 we received a response that we had only incurred $4,690.61 worth of damage. I emailed the adjuster back saying that we disputed her findings as we have two quotes that reflect quotes between $26,000 to over $30,000.00. Ms. ******, the claim adjuster, asked for more time to look over the quote and would respond to me within 10-14 days. As she never responded I emailed her again asking for an update of which I received a response asking if I was going to use **** *** ******* ******* ** and if so they would start on the "supplement". I responded what do they mean by "supplement" ? And to date I have had no response from Branch Insurance. The Policy was up for renewal on August 1, 2023 and we did not renew but went with ***** ****. The Policy WAS in full effect during the time of the claim however.

  

  Business response

  10/03/2023

  Thank you for bringing your concerns to our attention, we appreciate the opportunity to resolve them.

  Our records indicate that we have reached out to you and left messages for a return call to discuss your claim. We are currently pending a re-inspection appointment. If you have any further questions, please do not hesitate to contact us. 
  

  
  

  Customer response

  10/13/2023

  ************
   While Branch insurance did come and out to the house to inspect the roof- I have not heard anything from back from them.
  Until I get some sort of response or resolution from from , I remain totally unsatisfied with them completely.
  Regards,
  ***** ******** 

  

  Business response

  10/17/2023

  Thank you for following up with your concerns, we appreciate the opportunity to resolve them. 

  Our records indicate that the re-inspection report came back over the weekend and we have provided you with a copy of your estimate and payment for repairs as of 10/16/2023. If you have any further questions, please do not hesitate to contact us. 
  

  
  

• Initial Complaint

  09/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I filed a water leak claim, Branch picked up the contractor to assess the damage. After they submitted the estimate the claim adjuster ( ***** *********** off many items line, without even coming out and see it herself (from her office). And when I started to hire contractors to fix the hardwood floor. 2 contractors they both said floor needs to be replaced, but the adjuster proposal to sand and stain won't permanently solve the issue. I had my contractor call her and tried to explain it to her, but she insisted on saying her decision is right. Tried to talk to her supervisor Mr. ****** and without even listening to me he started the conversation by saying the adjuster is right. And after he promised he will send another person over to my house to take a second look. But that never happened and both stopped answering my phone call and not responding to my voice mails. My point is the floor showing more and more damage by the time since its wood. It makes cracking sound and looks more wavy. And I don't know what is the adjuster experience in flooring to turn down Thier contractor,plus my 2 contractors opinions. And how they lied to me by saying they are going to send another person to take a second look. I am really looking for help.

  

  Business response

  09/18/2023

  Thank you for bringing your concerns to our attention. We understand your frustration with the claims process and regret any inconvenience. 

  We are currently waiting for documentation from your contractor to support their proposed repairs. Once we have that information we will be in a position to make a final repair determination. 
  

  If you have any additional questions related to your claim, we would be happy to assist.
  

  
  

*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. ↩