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:01/24/2023

  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 noticed that it showed a premium on my auto insurance due on January 25, 2023. The issue is I am paid 6 months in advance. So I went to check on the website and app and both appeared to be down. So I went ahead and tried calling Customer Support and found out that the line is no longer active. I ended up sending emails to the support team and general email section and both now come back not valid anymore. They have taken 6 months extra premium and it's all suspicious as you can no longer view policy details or anything as well as no way to contact anyone at Branch. The app and everything now just gives an endless loading icon

  

  Business Response

  Date: 02/06/2023

  Hello *****,
  

  Our member support team reached out via email with details around your concerns. I'm so sorry for your troubles, we want to reassure you that we will not attempt any additional payments until your next due date of 2/25/2023 in the amount of $85.28.

  Our phones were down when you attempted to call which is why you had trouble getting in contact with us. Please attempt to unload and reload the Branch app to see the changes!

  Please let us know if you need anything else!

  ###-###-####
  

• Initial Complaint

  Date:01/17/2023

  Type:Customer Service 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.

  Unfortunately, one of their insured hit me so I was forced to use them for my repair work. I submitted the claim and no one got back to me...ever. I called in repeatedly and was able to speak to a supervisor who told me they were a startup and they really care about their customers... It is all basically lip service. I used their photo bid process and never once received a call from the adjuster about anything even though I left messages asking to call me back. I told them my preferred shop and they paid them directly. I never received any notification. I had to call in for an update. I still have yet to receive any documentation.
  
  After three months of driving around with a damaged vehicle it turns out they submitted a bid with the hourly rate so low that the shop is now saying they can't do the work unless they up their hourly rate. They referred me back to my original claims adjuster Angellina Blackie, who was the person that never answered any of my communications. Now the shop has my vehicle and refuses to do the work since they have a minimum hourly rate they can accept. My family is without my van's transportation and no one will get back to either me or the shop about resolving the hourly rate issue. They just take messages and say everyone is unavailable. They need to pay for the hourly rate the shop requires so that I can get my vehicle fixed since I was hit by their insured and they are liable.

  

  Business Response

  Date: 01/20/2023

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

  Our records reflect we've left you several messages to discuss this claim and detail the steps we took to address your concerns. We’ve also worked with your repair shop of choice to resolve your claim. Please contact us if you have any additional questions or concerns related to your claim.

  
  

  Customer Answer

  Date: 01/21/2023

  I have requested calls from your insurance adjuster regarding this issue and my records indicate that I have had no calls or voicemails from your company. My van is still in the shop because I requested the labor rate be adjusted from $62/hr to $72/hr and this has not been done. An adjustment was made to $68/hr and ***** still cannot accept this to start the work. I spoke with ***** ********* and they also said they called several times and were told they would receive a response and never heard anything back. They then received the adjusted bid which is still $4/hr too low. ***** called about this both Monday and Tuesday to initiate the adjustment and it is now Saturday and nothing has been achieved - so no, I do not accept this excuse of a response. 

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

  

  Business Response

  Date: 01/24/2023

  Thank you for bringing your additional concerns to our attention. 

  Please note that we provided proof of payment for the full difference in labor rates to your repair shop of choice, ***** ******** ********* on Friday, January 20, 2023. (Email attached for reference.) The email was sent to ***** ******** ********* as well as to the email we have on file for you of ********************* 

  On January 23, 2023, we spoke with ****** at ***** ******** ********* regarding your additional concerns. He confirmed that they received the email we had sent on January 20th. He advised that they would be contacting you to coordinate your vehicle’s repairs.

  Afterwards, we attempted to contact you again, but were unsuccessful and left a voicemail. Our records reflect call attempts to the number we have on file for you of ###-###-#### the following times after receipt and review of your initial complaint: once January 18th, twice on January 19th, once on January 20th, and once on January 23rd.

  We hope that you are able to coordinate repairs of your vehicle with ***** ******** *********. They have confirmed that they have all they need from us at this time.
  

  
  

• Initial Complaint

  Date:01/05/2023

  Type:Customer Service 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 from November 5th still open- *************   am trying to be as reasonable as possible about getting this claim closed, I understand it is now the holidays and people take off during the holiday but the accident was November the 5th prior to the holidays. I was sent an email on November 6th saying ***** ****** would be handling my claim, to reply to the email or call her. I emailed multiple times but I am not given direct email addresses but only this email address, I called multiple times and left multiple voice mails.

  One day I did get in touch with ***** in December and she said she was not my claims adjuster to call ******* ******* and after multiple attempts and voice mails for ******* the week prior to Christmas he did finally answer and tell me that I would get an email with the settlement but the email never came and I never heard from him again and he quit taking my calls and does not return my emails. I was given his bosses name who did answer one time and said I would be sent the email with the settlement but now she does not take my calls. Her name was ******** ******** I believe.

  Yesterday I called the claims department and was on hold for about 30 minutes and finally told in an automated message to call back tomorrow. I called the main number saying I wanted to inquire on purchasing insurance and when I got a person on the phone I was told it was escalated but I have been told the claim was escalated before and nothing happened.
  
  I have suffered a lot of expenses as a result of this, car rentals that were never reimbursed and I continue to make payments on the vehicle that was a total loss. After realizing this was not going to be resolved timely I purchased a replacement vehicle because it does not appear that I am going to be reimbursed for the rental charges I was incurring.

  The person I spoke with yesterday was the only person I have spoken with that agreed it was ridiculous that this hasn't been resolved but still would not give me a person or direct contact that would actually answer only this generic email address which I have sent multiple emails to. I suspect this email does not get read but I am desperate to get this closed so wanted to give it one last shot pleading with you to help me get this taken care of.

  
  
  I have read that there is a time limit on how long an insurance company has to settle a claim in Texas. I do not know that to be fact I am going to explore my options this week and try to find out if I have any rights. I have two homes and two cars insured through Branch so I am nervous about the lack of follow up from Branch insurance.

  
  
  Thanks,
  
  ****** *****
  ###-###-####

  

  Business Response

  Date: 01/10/2023

  Thank you for the opportunity to address your concerns. We understand your frustration with the claims process and regret any inconvenience. 
  We appreciate being able to get in touch with you to personally discuss this matter. Our records reflect that your claim has been settled, with payment issued. Please reach out if you have any further questions or concerns.
  
  

• Initial Complaint

  Date:12/28/2022

  Type:Customer Service 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.

  We were in an accident on October 5, 2022 and the person that was at fault has this insurance so we went through her claim. No one from this insurance company got ahold of us after the wreck so we had to call them and let them know who we were. I had to send them the information from the police report and it took them a week to get us the rental car and then they took the rental car back the beginning of this month and left us without a vehicle which they deemed our vehicle as a total loss. It took them close to 3 months to pay our van off and now we have to wait 2 more weeks to be able to replace it because we gotta have a letter from our loan company stating it was paid off. This is for the birds and it should have been done sooner than this. Also when I tried to call the agents that’s involved with this claim I could barely get ahold of anyone due to them not calling or emailing me back. They need to finish the job so we can go ahead and move on from this. Attached is the police report from the accident. Also our vehicle sat in the touring yard for about a month due to them not doing their job.

  

  Business Response

  Date: 12/30/2022

  Thank you for bringing your concerns to our attention.  We appreciate the opportunity to review the matter and respond.  

  
  Our records indicate that we spoke with you and were able to help facilitate your request.  We would recommend that you follow up with your lienholder if you have further questions related to your loan documentation request.
  

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

  
  

• Initial Complaint

  Date:12/20/2022

  Type:Customer Service 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 accident claim on Thursday, December 15, 2022 with a Branch Representative name Jackie who was extremely patient. Though she was not able to give me much information on how the process would go, she was kind. It is now Tuesday, December 20, 2022 and I have not received a call from anyone at Branch. I have to constantly call them and am still lead astray. A rental car is not been secured nor a place for me to have my vehicle fixed. The adjusters name was given to me by a representative named ***** (he was also pleasant) but other than the phone reps there has been no progression with my claim. ******** ***** is the appointed adjuster and my daughter and I have both contacted her, she has not called back or reached out to either of us. Her voicemail states that she is unavailable and to press 2 to speak with someone else. I pressed 2 and after waiting on hold for 10 minutes a recording intercepts and says "Sorry we are unable to assist you at the moment, please leave a message and we will call you tomorrow). This is totally unacceptable for an insurance company. Where is the consideration for the client? This has been a nightmare and while the rates are reasonable this experience has made me want to consider other options because this is unethical.

  

  Business Response

  Date: 12/23/2022

  Thank you for bringing your concerns to our attention.  We appreciate the opportunity to review the matter and respond.  
  
  It is our understanding that the adjuster was able to contact you and your daughter to explain the claims process and advise of the next steps.  The adjuster will continue to provide you updates during the course of the claim.
  
  If you have any additional information you would like us to consider, please contact us.   

• Initial Complaint

  Date:12/09/2022

  Type:Customer Service 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 involved in an accident November 30, 2022. I have had no success in contacting my agent or any progress with getting my car fixed. I have spoken with management and still no success. I just want my car fixed like the insurance I pay for monthly is responsible for doing.

  

  Business Response

  Date: 12/14/2022

  Thank you for allowing us the opportunity to respond to your concerns. We understand your frustration with the claims process and regret any inconvenience. 

  
  On December 1, 2022, we spoke with Mrs. ****** and she asked us to contact you instead to discuss the claim. Later that same day, we attempted to contact you by phone and by text message. On December 6, 2022, we were able to reach you to discuss your claim, and explained that we would need authorization for the tow yard to release your vehicle to us. On December 9, 2022, Mrs. ****** advised that she would retrieve personal belongings from the vehicle and authorize the release of the vehicle. That same day, we left you a voicemail asking for an update once the vehicle was authorized for release. When we contacted the tow yard on December 10, 2022, the vehicle had not been authorized for release. As advised to you on December 13, 2022, the vehicle has been moved from the tow yard and pending inspection for an estimate and photos. We will be reaching out to you as soon as we receive an estimate and photos for the damages to your vehicle.

  
  If you have any additional questions, or information you would like us to consider, please contact us to discuss your claim.  

• Initial Complaint

  Date:11/28/2022

  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 signed up for Branch Insurance based on an offer for a 7-piece starter kit for ********** ********. Details of the offer are here: **************************************************************************************************************************************************-**************    Which was advertised during sign-up and confirmed on the phone via an agent.
  

  
  After signing up I was told by the Branch agent that I should expect my kit to arrive directly from ********** along with information about start up. As the kit never arrived and no communication came from **********, I reached out again.

  After considerable back and forth with Branch I was told that the offer wasn't available in my state and the original offer was in error.

  I was told I would not be receiving a kit AND my monthly rate would be increasing because I do not have a security system in place.
  
  I have tried multiple times to get a resolution-- all without success.

  
  
  This seems very clearly to be a deceptive advertising practice. All I ask is that they honor the deal that was advertised and promised.

  

  Business Response

  Date: 12/05/2022

  Thank you for the opportunity to address your concerns. We understand your frustration and apologize for any inconvenience. We appreciate being able to get in touch with you to personally discuss this matter, and we trust that it is now resolved. Please reach out if you have any further questions or concerns.

  Customer Answer

  Date: 12/14/2022

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

• Initial Complaint

  Date:11/23/2022

  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.

  We filed a water backup claim with Branch on or around September 20, 2022. Initially they were very kind and acknowledged that I HAD in fact purchased water backup rider on my policy.

  After the adjuster came out and they were able to asses the damage from the water backup they informed me that they were going to modify this claim as a regular claim and subject to 1% deductible rather than my approved and paid for $1k deductible for water backup. Their explanation was that because it was caused by my septic system (which they knew full well that I had), that it is considered part of my plumbing system. Which is weird because they refuse to cover septic systems like most companies because they are not considered part of the plumbing system.

  Anyways, the city I live in forced us to tie into the city sewer due to it being available at our street at considerable cost to us. I wasn't asking them to cover the removal of septic and connection to the street but to just pay what my insurance policy entitled us to. That being a $10k water backup with a $1k deductible. Them denying that it was covered by water backup cost me several thousand dollars in benefits from my policy.

  They then admitted that water backup was not eligible with septic homes, even though it doesn't say that anywhere in my policy that it is or would be excluded and they sold me the policy in the first place KNOWING I was on a septic system.

  

  Business Response

  Date: 11/29/2022

  Thank you for allowing us the opportunity to respond to your concerns. We understand your frustration with the claims process and regret any inconvenience.  
  
  According to our records, your claim was settled under the base policy. While we understand that you would prefer the claim to have been covered by the Water Backup endorsement, and subject to a lesser deductible, the Water Backup endorsement does not apply to this loss based on the facts you reported. Specifically, that the loss was due to a septic tank overflow on your premises, and that you do not have a sump pump nor are you connected to city sewer lines. As such, your claim was handled in accordance with the terms of your policy. If you have any additional information you would like us to consider, please contact us to discuss your claim.

• Initial Complaint

  Date:09/06/2022

  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 vehicle was stolen and was recovered but with damage and items stolen out of the vehicle. The damage was minor but there was an amount that was claim worthy so I broke down on 7/7/2022 and filed a claim. I was issued the name of the adjuster and contact information. I issued the claim number and the police report number to the adjuster via text message that day. I sent and left voicemails for the adjuster all with no response for about two weeks. Then when I called the adjuster her voicemail box was full and I couldn't even leave a voicemail. At that point I complained to Branch and I was assigned a new in-house adjuster instead of the 3rd party adjuster I was having the problems with. That adjuster has never even contacted me. I recently reached out to the original adjuster who actually responded and we set up an 8:00 AM call the following day that the adjuster did not keep and has not contacted me since then. I did send her an email pretty upset to which I have not received a reply.

  

  Business Response

  Date: 09/19/2022

  Thank you for allowing us the opportunity to respond to the above-referenced complaint, dated and received by Branch Insurance Exchange (Branch, or the Company) on September 6, 2022. We regret that Ms. ******** has experienced frustration surrounding the communication related to her claim. According to our records, the adjuster left a voicemail for Ms. ******** on September 8, 2022. We also note that the third-party appraisal company has contacted Ms. ******** requesting photographs of the damage to her vehicle.
  
  We look forward to receiving the requested photographs from Ms. ******** in order to resolve her claim. If you have any additional questions, please do not hesitate to contact us.
  

• Initial Complaint

  Date:08/16/2022

  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 have had my credit files frozen at all 3 credit bureaus for many years now. On 6/13/22 Branch Financial accessed my credit report without my consent while my credit files were frozen. I have never had any relationship with Branch Financial (no accounts, applications, etc.) so my credit report should have never been accessed by this company. This is clearly fraudulent and unethical business practices. Branch Financial should have never tried to access my credit file for any reason. With a credit freeze in place, the bureaus block any attempt by anyone trying to access my credit file unless I have a relationship with that person/business. Branch Financial must have illegally stated that they have a relationship with me in order to gain access to my credit file. I have a freeze in place to protect from identity theft and unauthorized access, such as in this situation. This is a serious security breach that needs to be thoroughly investigated.

  

  Business Response

  Date: 08/24/2022

  Hi *******!

  We've attempted calls on 8/17, 8/18 and 8/19 and each call appears our number is blocked. Please reach out to *************** so we can help better understand the situation!

  Thanks,

  Branch Team 

  

  Business Response

  Date: 08/26/2022

  Thank you for the opportunity to address your concerns. We attempted to contact you on several occasions to address your concerns directly. However, we were unable to proceed with the calls.

  Please note that our website (****************** states that clicking on the "Get a price" button will ask for your information as well as gather information about you, including credit information. We hope this addresses your concern regarding access to your credit information. If we can be of further assistance, please reach out to *******************

  Customer Answer

  Date: 08/27/2022

  this does not address the problem. I never applied for insurance with this company, and I have no relationship whatsoever with Branch Insurance. I have a credit freeze on my credit files, so unless I have a relationship with a particular company, my credit file is not accessible. The only way Branch Insurance could access my credit file is to say they have a relationship with me, which they do not. I even went on Branch Insurance's website before writing this response to see what the quote process entails. They do not even ask for a Social Security number, yet they can access your credit file? A fraudster could get a quote in my name with just my name and address, and Branch would try to pull my credit report? That's not secure at all. Even so, with my credit freezes in place, access to my credit file should have been denied. This is a serious security breach that needs to be addressed promptly. I have credit freezes in place to prevent this type of activity. If you cannot reach me by phone, you can contact me by email or mail with steps taken to address this serious problem. Thank you for your prompt response, and I look forward to your reply.

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

  

  Business Response

  Date: 09/08/2022

  Dear *****,
  
  We apologize for the confusion and understand your concern.
  
  We wanted to follow up with some more details around your experience with Branch. During our review of this situation, it looks as though your name and address were entered into our website on June 13th, 2022. 
  
  After entering your personal data on our website and clicking “Get My Price” you proceeded to agree to the following:
  
  “To provide your accurate price, we’ll ask you for information as well as gather information such as your claims, driving, and credit information, including credit report, from other sources for you and your household.”
  
  Additionally, in accordance with Ohio Rev. Code Ann. §1349.52 (H) A consumer credit reporting agency may release a credit report on which a security freeze has been placed to the following:
  (9) Any person or entity for use in setting or adjusting a rate, adjusting a claim, or underwriting for insurance purposes.
  We encourage you to follow up with the credit bureaus on which you’ve placed a security freeze if you have any further questions.

  If you have any additional questions or need clarification around this information please don't hesitate to reach us at ********************* or ###-###-####.