Complaints

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

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  Westfield Insurance Company

  One Park Circle Westfield Center, OH 44251-5001

• 

  Westfield Insurance Company

  P.O. Box 5001 Westfield Center, OH 44251

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:06/09/2025

  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 submitted a claim for property damage to Westfield and called the representative, ********, so many times with no response. The claim number is **********. They have not submitted the full payment as estimated by the contractor and did not respone to my questions regarding lost rent due to damage

  Business Response

  Date: 06/18/2025

  Westfield Insurance has taken the opportunity to review this matter.  Mr. ********* has since been contacted regarding the payment and additional living expenses. We explained that the payment reflects the application of his deductible. He was also advised to submit his rent payment for reimbursement, which was subsequently received and paid. Westfield will continue to monitor the claim for any further rental expenses.

• Initial Complaint

  Date:06/06/2025

  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.

  I was in a motor vehicle accident on March 19, 2025. I was not at fault. The at fault driver is insured by Westfield Insurance. Westfield has yet to finalize a settlement for my personal injuries. I had to collect all the medical and financial records and send them to Westfield myself after discovering that they had not requested the records approximately 1 month after the accident. Since that time I have contacted **** ******** numeroud times via email and phone with no response.

  Business Response

  Date: 06/13/2025

  Westfield National has taken the opportunity to full review this matter.  Ms. ******** claim has been resolved.  A settlement was reached, the signed release obtained, and payment was issued on June 9, 2025. 

• Initial Complaint

  Date:05/21/2025

  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.

  Back in October 2024, my car was at a dealer getting work done and the business was caught on fire. I was told back in October it could take a few month's because they have to go into the lot and examine all the cars, which was verified as done months ago. My car was totaled due to the fire and I have reached out multiple times to be paid out for my vehicle from the company insurance directly with no resolution, 7 months later. I keep getting the same answer, which is, they are calculating the payout for other cars. I still have yet to receive a check for my vehicle, that I have not had to get back and forth to work, which has cost me alot of money in the meantime.

  Business Response

  Date: 05/28/2025

  Westfield Insurance has taken the opportunity to review this matter fully.  There are 23 vehicles involved in this claim. Due to the number of vehicles, Westfield must first assess all vehicle damages to determine the share of the insured's coverage limit that is applicable to each vehicle based on each vehicle's damage, prior to settling any one individuals claim. This assessment has not been completed due to the large number of vehicles involved and pending subrogation matters related to this incident in which we are waiting for information. 
  

  As Ms. ******* stated in her complaint, we have advised her on several occasions that this is a lengthy process due to the number of claimants involved.  Westfield will contact Ms. ******* when our information gathering is complete, and a determination can be made.  

• Initial Complaint

  Date:04/11/2025

  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.

  I have my home and auto insurance with Westfield company for so many years. The contract is through my husband’s work and a local office and covered our condo which we lived in till 2015 ( for more than 10 years) and then our house was added to the policy which we have been living in since 2015. So for about 20 years we have had this insurance for our residential, rental and automobile.
  This year I filed a claim for our roof on the house because pieces of shingles were coming off. Based on an independent contractor there were so many areas of damage that repair was not an option and there was no guaranty that after the repair another spot would not be falling off. When I filled the claim with the company I was warned by the local agent that if I do so they may not be renewing my contract but I did so and my claim was denied because based on their evaluation the damage was not a result of a storm or hail! So wear and tear or previously mishandled projects where not something they could cover. Although When we purchased the house 10 years ago nobody came from the insurance to examine the roof or had any issues with insuring the property!!
  So as I am dealing with how to pay for replacing the roof I received a letter from the company that they won’t be renewing my contract for next year and I have leas than a month to find a new company for my home and car!
  I am so disappointed and devastated and think that this is so unfair and unethical to deny coverage for a long time client that is need now.
  In 202*-2024 I was in a car accident and my brand new Range Rover was barely damaged but the insurance company totaled my car without my authorization or approval and when I requested for repairs because I liked my car and it was brand new, they forced me to totaling it and refused to pay for the repair!!
  And now that 67,000$ claim is counting against me in this new claim for covering my roof or finding another insurance company with a fair rate!

  Business Response

  Date: 04/21/2025

  Thank you for the opportunity to respond to the inquiry from
  ******* *********, regarding the referenced claims and recent non-renewal.
  
  12/26/24 Property Claim (**********):
  American Select Insurance Company inspected the home on
  February 14, 2025.  Upon inspection It was determined that there was no
  storm related damage and that the shingle slippage occurred due to age and
  pitch.  An estimate was written for covered interior damage; however, it
  fell below the policy deductible. A copy of the interior damage estimate
  was provided, in addition to letters explaining both the denial and the damage
  being under the deductible.
  
  1/9/24 Auto Claim (**********):
  On January 11, 2024, American Select Insurance Company
  received an estimate from Mercedes-Benz of Knoxville for visible
  damage. During the teardown of the vehicle significant additional damage
  was discovered, resulting in the vehicle being deemed a total loss.  
  American Select discussed the total loss with Mrs. ********* on January *0,
  2024, and explained that she had the option of retaining the vehicle as salvage
  and repairing on their own.  Due to a loan on the vehicle, Mrs. ********* chose
  not to do so.   
  
  Non-Renewal:
  Within the experience period, the following claims were paid
  under the policy which resulted in the non-renewal action: 
                
  1/9/24 At-fault accident, collision with other party – ******* *********
  driving, $67,901 paid
                
  5/18/24 Not at fault accident, collision – no driver in vehicle, $11,017 paid
                
  11/18/24 Accidental discharge of water, $*,442 paid
  This action is in compliance with Tennessee
  cancellation/non-renewal statute, which states that policies may be non-renewed
  for any valid underwriting reason, except prohibited reasons. Claims activity
  is not a prohibited reason per Tennessee statute.  The notice of
  non-renewal was mailed to the customer.

  Customer Answer

  Date: 04/30/2025

   I am rejecting this response because:

  I contacted both local and main office of Westfield to acquire the total payments for both auto and home insurance from 1995 till this day. Neither offices have any records that goes that far back and what I was provided with only goes back to 2018 which I will gladly provide upon request. 
  we have never had filed a claim or reimbursed for one through the past *0 years except to the two that was discussed. It was very unfortunate and unintentional to have those two accidental claims back to back . 
  The amount the was reimbursed for the water damage is even less than one year for one policy! - ( the cost for the policy for just one of residents and one auto has about 4100$ per year) 

  Regarding the reimbursement for the car, as mentioned before, my car was totaled illegally and without my consent and the very first call I had was after the car was totaled and from that department to inform me of the reimbursement amount!! There were many phone calls and emails involved regarding the same matter in order to get my consent after the fact!! 
  The damage to the car wasn’t anything even close to what is reported by the insurance and I have pictures taken from the scene and the car to prove that. The bodyshop that I took the car to also agreed on that. Probably the parts of my car that was less than one year old was more valuable to the company and more profitable to sell than paying for repairing it!!! 
  

  Denying to renew the policy for a client of *0 years just because of 2 accidents that happened closely in time, throughout all the years, is like your health insurance  paying for a procedure this year and refusing to cover you next year due to previous unfortunate and unwanted illness/ procedure which is totally UNETHICAL. 
  Isn’t reimbursement for an unexpected and undesirable event the one and only purpose of an insurance policy/company??? 
  
  
  
  

  
  

  Business Response

  Date: 05/07/2025

  Claim Response
  Due to extensive damage to
  the vehicle, the vehicle was determined to be a total loss. In this situation,
  a consumer may retain the vehicle and proceed with repairs or accept the actual
  cash value of the vehicle plus taxes, title and less the deductible. Due to the
  fact that there was a loan on this vehicle, the consumer voluntarily chose to
  accept payment rather than retain the vehicle. 
  
  Non-Renewal Response
  Tennessee statute allows for
  policy termination for any valid non-prohibited underwriting reason. There have
  been three paid claims within the experience period (the period preceding the
  renewal within which the carrier is allowed to consider activity on the policy
  for underwriting decisions). These claims are as follows:
  

  1/9/24 At-fault
  accident, collision with other party – ******* ********* driving, $67,901
  paid
  5/18/24 Not at fault
  accident, collision – no driver in vehicle, $11,017 paid
  11/18/24 Accidental
  discharge of water, $*,442 paid
  

  Westfield has acted within
  compliance of Tennessee cancellation/non-renewal provisions. Any
  reconsideration of the action taken would need to be discussed between the
  customer’s agent of record and underwriting. 

• Initial Complaint

  Date:03/20/2025

  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 hit a by a person with Westfield Insurance, the person admited fault as they freaked out because they pulled out into traffic, threw the car in reverse and hit be who was sitting still behind them while exiting a parking lot. I contacted their insurance and have been given nothing but issues since day one. It was a month ago and they have even admitted fault but are investigating it because they are saying the damages are old because of an accident I was in in FEB of 2024. The accident in question was me hitting a pot hole and the CV shaft of my car was pulled out of my transmission. My insurance at the time fixed the damages, I even sent proof to them from the body shop and was told to just file a claim with my insurance because they are still going to investigate and can take as long as they want even years.

  Business Response

  Date: 03/28/2025

  Westfield Insurance Company received the repair estimate on March 4.  Westfield determined that a majority of the vehicle damage identified in the repair estimate was unrelated to this accident.  Westfield is processing the issuance of payment as of today for related damage.

• Initial Complaint

  Date:01/08/2025

  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.

  Yes I am a business who has Westfield insurance for my business. I do paint jobs on cars, I had gotten a bad batch of paint and it did some damage on 2 cars and a trailer. I used my insurance company to file a claim because that's why you have business insurance to save your ass. Well they covered 1 car out of the bunch and would not cover the other 2. That's ridiculous. This is a horrible company and I'm taking my business elsewhere.

  Business Response

  Date: 01/14/2025

  Old Guard has had the opportunity to fully review this matter. The consumer's policy contains exclusions for claims arising from “defective parts or material" and "Faulty "work you performed"".  As indicated by the consumer, these claims arose from damage caused by defective materials. Were the materials not defective it would still be denied via the "work you performed" exclusion. The claim with a date of loss of October 31, 2024, was paid in error, to the benefit of the consumer.  The other two claims referenced were accurately denied. The consumer's proper recourse is against the manufacturer of the defective product.

  Customer Answer

  Date: 01/14/2025

   I am rejecting this response because:
  You can't do one and not the other 2 that's bull****
  
  

• Initial Complaint

  Date:12/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I initiated a claim for water damage to my property with Westfield Insurance in May 2024. Westfield initally provided prompt and efficient service to remediate the water damage, but subsequetly failed to follow through on promised claims coverage for repairs in spite of repeated attempts to contact the adjuster, Nova ******** I have been attempting to receive coverage for repainting (assessed at a minimum of $1,797.43, per a text from Ms. ******* on August 29) with no follow through. I subsequently hired a painter to complete the job and was charged a very reasonable fee of $298.00. I submitted this (along with before-and-after pictures and an invoice) to Ms. ******* and have not received any reimbursement. I have attempted to email and to call Westfield Insurance multiple times (sometimes waiting over an hour on hold, with no answer) and text seems to be the only way to contact Ms. ******** My last communication from her was on 11/26 was a message stating "Is there a specific time today/tomorrow you can speak to discuss this?" I provided her with windows of several hours on both 11/26 and 11/27 and received neither a reply nor a phone call. All subsequent attempts to contact her have not received a response. I ended up paying the vendor without assurance that I would receive the promised amount and have informed Ms. ******* that I have done so. I just want the promised reimbursement of the actual cost ($298.00), which is substantially lower than the assessed settlement for repainting. I can provide screenshots, pictures, and invoices that support the nature of the repair work and a timeline of my interactions.

  Business Response

  Date: 12/16/2024

  American Select has had the opportunity to fully review this matter.  We have contacted the consumer to discuss the matter and were able to resolve the claim.

• Initial Complaint

  Date:11/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In the month of June my car was hit by my neighbor ******** ******* and she was as fault with a police report also concluded it was her fault with her cooperation. The insurance company handling the claim has taken more than five months to resolve the claim. Every time I contact the insurance company with the reference number of #********** I speak with ******** * and I have been giving the run around. I was given two amount for the pay out because the car was labeled a total loss. The amount was $4700 if I keep the car and $5000 if I do not keep the car
  and that offer was made over a month ago and I told ******** A that I wanted to keep the car and accept the $4700 and now when I call they switch me to someone else or there is an excuse as to why I have not received payment only to be told to speak to another agent and once I get on the phone with a agent the switch me to his voicemail and I never get a call back.

  Business Response

  Date: 11/25/2024

  American Select
  Insurance Company has had the opportunity to fully review this matter and
  respond to Ebony Pennington’s concerns. American Select has had contact with claimant ****** ********** while this claim has been
  investigated. Over this time, Mr. ********** did not respond to several of American Select's telephone calls and emails sent to discuss the claim with him. Documentation
  required to close this claim was sent to Mr. ********** on October 14, 2024, but was not
  returned. American Select spoke with Mr. ********** today, November 25, 2024,
  and is awaiting receipt of documentation from Mr. ********** necessary to close
  this claim. 

  Customer Answer

  Date: 11/25/2024

  A copy of the title information from the BMV was mailed to them today they are asking for unreasonable paperwork in order to get out of paying out the claim they have the police report and their clients statement as well as mine and my address to send the check which should be simple enough .  The accident was the fault of their client and they have my name and address to send the claim payout. The only paperwork needed should come from their office stating that by accepting the settlement amount there will be no further action needed they are stalking to avoid paying the claim . The only communication should be the mailing of the payment with a letter of settlement from them no paperwork is needed on my end . 

• Initial Complaint

  Date:11/03/2024

  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.

  I had a clog in the plumbing behind my shower. My insurance covered access to the plumbing and repairs to my shower/bathroom after the plumbing repairs were made. The custom tub I had, had to be cut and removed to access the repair. Once the new tub was installed, there was a 2 inch gap between the tub and my tile flooring, as they do not make that size tub anymore. My insurance is responsible for bringing my home back to prior loss but they are refusing to repair the gap in the floor and is refusing my provide additional funds to complete the repair.

  Business Response

  Date: 11/12/2024

  American Select has had the opportunity to fully review
  this matter.  It was discovered that the gap between the new tub and
  the existing flooring was created by the consumer’s contractor as a result of
  not furring out the back wall so that the front of the tub would line up with
  the tile.  The gap is not within the scope of repairs due to the result of
  workmanship via the consumer’s chosen contractor.  However, because
  of the situation the consumer was left in, American Select reached out on
  October 31, 2024, and made an offer to help assist in remedying it.  American Select is awaiting a response to the offer.

• Initial Complaint

  Date:09/09/2024

  Type:Order 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.

  We had Westfield insurance for our home insurance from 08/2020 on our house located at: *** ******* *** ******** ** *****. We sold our house on 06/2024. I wasn't able to cancel the insurance online and I called customer service to let them know we are moving and no longer need their services. I believe I spoke to *******.
  
  Recently we received a letter to our NEW house demanding we pay Westfield for a supposed coverage or the bill will defer to collection. The company claimed they kept providing coverage for our old house until 7/20/2024 which then was cancelled due to non-payment.
  I called their provided number and following a lengthy hold I spoke to 4 different people which were either with Westfield or **** ***** insurance that claimed I was supposed to sign some sort of form and provide them a proof I sold my old house.
  I was never asked to sign anything before, even when I called to let them know we sold the house. I find it very odd and shady I owe them documents for "proof". I simply didn't need their service.
  I wasn't able to get anywhere with any of the representatives, they all kept saying "it's our policy".
  
  I would like your help with severing ties and a written proof that they will not harass us again. I didn't receive any service for them after the house was sold and I don't want to be harrassed to provide anything or pay for simply cancelling a service (there was no commitment for a specific time frame). They never asked me to sign a cancelation form which I would have done if needed.

  Business Response

  Date: 09/17/2024

  Please
  accept this as Westfield’s response to the complaint filed on September 9,
  2024, and received by Westfield on September 10, 2024.
  
  The
  complaint alleges that Westfield did not notify the insured that a signature
  was required to cancel the policy after moving into a different home. Westfield
  appreciates the opportunity to respond to this complaint.
  
  According
  to our records, the insured called our Customer Care Center on June 17, 2024,
  to cancel a homeowner’s policy. At this time, we stopped the payment that was
  scheduled to be debited on June 17, 2024, and turned off all future EFT
  payments. We advised the insured to contact the agency to cancel her policy. On
  July 3, 2024, Westfield Insurance sent out a pending cancellation notice to
  inform the insured that we had not received the payment which was originally
  due on June 17, 2024. On September 9, 2024, the insured spoke to another
  representative in the Customer Care Center to cancel her policy again. We
  advised her that an agent needs to cancel her policy and transferred her to the
  agency.
  
  Westfield
  trusts this response satisfies this inquiry. However, please do not hesitate to
  contact me if additional information can be provided to assist you with the
  review.
  
  Sincerely,
  *** ******
  ************
  Customer Service
  Operations Senior Assistant
  
  

  Customer Answer

  Date: 09/23/2024

  I reviewed the business response and it appears they kept sending documents to our old address after we told them we moved. A simple phone call from them would have eliminated an unnecessary drag. We were insured with Westfield but when I called I was directed to another provided which complicated things. 

  I'll consider this case closed and resolved as long as they will not contact me again and won't claim I owe them for services not provided.