Complaints

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

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• 

  Erie Insurance Group

  100 Erie Insurance Pl Erie, PA 16530

• 

  Erie Insurance Group

  144 East Sixth St Erie, PA 16530

• 

  Erie Insurance Group

  298 Old Mill Rd Apollo, PA 15613

• 

  Erie Insurance Group

  3410 West 12th St Erie Branch Office Erie, PA 16505-3649

• 

  Erie Insurance Group

  773 North Main Street Meadville, PA 16335

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:04/18/2023

  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.

  Notice of refusal to renew coverage we have been with Erie for over 30 years. Home owners -car insurance -umbrella policy. They canceled our coverage because of 3 claims 2weather related (hail damage and tree damage).
  
  There was a problem recently with our premium. We had inquired with our agent relating to our automobile and was told they had a lower rate for multi discount and that new paperwork would be going out. There was an error on our end with premium and I had paid another policy 2x. So when we received the cancel notice we went right in and paid the 933.50 which they applied. I called our Erie agent - SO NOT HELPFUL. I was told that the Erie underwriter would NOT reinstate the policy because of claims etc. the fact that we have been with Erie for over 30 years makes me sick. There is a face behind that policy number. We want our policy reinstated.

  Business Response

  Date: 04/21/2023

  This is in response to your letter dated April 18, 2023, and received April 21, 2023. You asked 
  we review and respond to the insured’s complaint regarding the cancellation of their policy due 
  to nonpayment of premium. 

  
  Upon review of the policy, it was renewed effective March 3, 2023. The insureds were on our 
  Quarterly Payment Plan, where they were required to pay a quarter of the premium every three 
  months. An installment fee would have been added to the second through fourth installments. 
  ERIE mailed the insureds their first invoice on February 10, 2023, requesting payment on or 
  before March 3, 2023. 

  
  ERIE did not receive a payment. 

  
  ERIE mailed the insureds an invoice on March 13, 2023, requesting payment on or before April 
  3, 2023. This invoice indicates to avoid a late fee and cancellation notice, the insured was 
  required to pay the minimum due before April 3, 2023.

  
  As the insureds failed to remit payment before April 3, 2023, ERIE mailed a Notice of 
  Cancellation on April 6, 2023, to be effective May 8, 2023. The cancellation notice was not a 
  solicitation for payment. As the notice was a final cancellation, payment would not be accepted 
  for reinstatement of the policy and the cancellation effective May 8, 2023, was final. 

  
  ERIE mailed a Final Statement of Policy Balance to the insureds on April 7, 2023, confirming 
  the cancellation effective May 8, 2023, and advised of the remaining balance due for earned 
  premium. 

  
  ERIE received a payment on April 14, 2023. Given the policy is cancelling effective May 8, 
  2023, the payment was applied towards the earned premium due resulting in a $0.00 balance 
  owed to ERIE and the remaining amount was refunded to the insureds on April 20, 2023. 

  
  If you have any additional questions, please feel free to contact me directly at ###-###-#### or 
  via email at **************************************.

  
  Sincerely,

  
  Nicole H. AINS, API, AIS
  Executive Resolution Examiner II
  Office of the President

• Initial Complaint

  Date:04/17/2023

  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.

  I have been with Erie since I was in my mid-20’s and I’m now 51. They have had my 2 homes, 1 rental, auto for my whole family, and multiple life policies. NOT ONE ISSUE or claim on our end at all. My almost 24 year old son got 1 speeding ticket 2 years ago…no change in our premium since then. This February, he came upon a car part in the middle of the road and had to make a fast decision: head on with another car or go right and try to avoid a parked car. He went right and hit the parked car but not bad. The officer did not even cite him because of the item in the road which was very clear. Erie is now threatening to drop us if we don’t sign to drop him!!! This accident of his was NOT severe (no citation at all) and he just got a job where he needs a CDL license so had to have a major background check and passed with flying colors to drive for them. I am beyond upset with how I was treated on the phone: no last name of the employee from the President’s office (Nicole) and they refused to give me a copy of their Ohio policies they say they are following. ??? Makes no sense! I will file a complaint with Ohio but be aware of this before signing up a policy with them. I can’t believe the $1000’s I have spent on this company over decades for such a small thing (my son avoided a severe accident with quick, good judgment) when we’ve had NO issues at all and to be treated like this! So unprofessional and absurd! When my agent who has been with me all these years called them, they told him it’s because my son (who is in school) had his new car title in his address out of town. No it’s not. It’s clearly in our address as is all of his banking information and all else.

  Business Response

  Date: 04/26/2023

  I am writing in response to your letter dated April 18, 2023, which was received April 21, 2023, related to 
  Ms. ******’ complaint filed with your office. 

  
  Ms. ******’ complaint is related to ERIE informing the insured that we will not be able to renew their Erie 
  Insurance Exchange Auto Policy when it expires unless we are permitted to exclude coverage for her son 
  due to his accident and violation history. ERIE has specific underwriting guidelines that are used in 
  determining the continued eligibility for renewal. Unfortunately, due to her son’s accident and violation 
  history, he does not qualify for coverage with ERIE resulting in the exclusion offer. If the insured does 
  not wish to exclude her son, they were informed the policy will not be eligible for continued coverage 
  with ERIE.

  
  Ms. ****** contacted ERIE’s Office of the President to express her concerns with the exclusion offer and 
  was advised that although we appreciate their business, we must consider the history under the auto 
  policy and are not able to accommodate her request to continue coverage for her son.

  
  We greatly appreciate the opportunity to respond to your inquiry, and hope the information provided will 
  assist with your investigation. If we can provide any additional information or clarity, please feel free to 
  contact me directly at ###-###-#### or via email at **************************************.

  
  Sincerely,

  
  Nicole H. AINS, API, AIS
  Executive Resolution Examiner II
  Office of the President

  Customer Answer

  Date: 04/26/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  My agent called Erie and was told something VERY different by the underwriter.  We are still waiting on that response.  Something is very wrong here.  Also, I was refused a copy of these supposed guidelines and have filed a complaint with the State of Ohio.  My son’s driving record is NOT severe in any way and he was just granted a job that did a thorough background check on this and he will be driving for that company.  This is harassment and discrimination.  That is clear.  His car accident was due to a car part that someone left in the middle road and he has never ever had one before this nor was he sited for this.  Again, holding a paying customer to guidelines that you refuse to disclose is definitely unethical and scary to all who have policies with you.  Seems that you are making up your rules as you go….and the other complaints on here reveal that same thing.  

  
  
  
  Regards,
  
  
  
  ** ******

• Initial Complaint

  Date:04/13/2023

  Type:Billing 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.

  In March I paid my bill two days before it was due, I find out in April that I am being charged a "returned check fee" even though erie was paid. I called erie asked them to remove the $25 fee, but they said no. This is the 4th time they have done this.

  Business Response

  Date: 04/28/2023

  This letter is in response to your letter dated April 23, 2023, and received April 27, 2023, regarding a 
  complaint filed by our insured concerning ERIE’s Overdraft Fee charge. Your letter states a previous
  submission was sent to ERIE on April 13, 2023, but the complaint was not received in our office. We 
  apologize for any technical difficulties that may have occurred. 

  
  In regards to the complaint, our Debit Withdrawl Notices state: 
  Please contact your Agent or Erie Insurance Customer Care at ###-###-####, option # for the following:
  ? To stop a Debit Withdrawal, Please provide notification to ERIE not less than three (3)
  business days before the Debit Withdrawl Date is required. 

  
  ? Returned Payment Fee – for payments returned unpaid by your financial institution - $25.00
  The insured did not notify ERIE or his local agent that he wanted to stop his automatic debit withdrawal on 
  March 16, 2023, and make a manual payment. The payment in question was received by ERIE on March 14, 
  2023, with a due date of March 16, 2023. This did not allow ERIE the three (3) business day window 
  necessary to stop the automatic debit from processing on March 16, 2023, causing an overdraft fee.

  
  ERIE has agreed to write off the March 16, 2023, overdraft fee due to the miscommunication, but the 
  insured must provide not less than three (3) business days notice to hold an automatic draft in the future to 
  avoid any possible overdraft fees.

  
  Sincerely,

  
  Diana D., AINS, AIS, CISR, PLCS
  Executive Resolution Examiner II
  Office of the President 

  Customer Answer

  Date: 05/06/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  **** ******

• Initial Complaint

  Date:04/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 9th, my car got hit by a Erie insured driver. The police report was clearly put the Erie insured driver as at-fault unit driver, also when the accident happened, my car is in its lane, and slowed down and stopped, also honk the horn to warning the driver that he or she entered the wrong lane, but my car still get hit. So it’s very clear that I have no liability for this accident. The police didn’t give Erie insured driver a ticket because the weather was not good and it was at nighttime, but in police’s video recording, the police clearly said my car was driving fine but Erie insured driver turned too sharp. Also, in the police report, the Erie insured driver stated that he/she could not recall what happened, it’s a question to me that is he/she allowed to drive? If she was too hurt after the accident to remember what happened, why refused go to the emergency. After all those clearly evidences, Erie still denied the liability and not paying our damages. And it’s super difficult to get in touch with Erie, the every person work in that department is not picking up the phone and voicemail is full. Took me more than three weeks to hear back from them.

  Business Response

  Date: 04/25/2023

  Thank you for your letter dated April 4, 2023, received in our office on April 5, 2023. You request ERIE review 
  and respond to the complainant’s concerns regarding the handling of his claim occurring March 9, 2023. 
  Specifically, the complainant questions the liability determination finding in favor of our insured.

  
  In review of our file, ERIE investigated a claim submitted as a result of our insured, and another individual 
  driving the complainant’s 2011 Chrysler 200 colliding while driving. Our insured reported she was making a left 
  turn and established in the turning lane when the claimant auto and ERIE’s insured driver collided. The
  individual operating the claimant auto reported they were making a left turn when the collision occurred. The 
  police report could not establish liability for either party. As a result of word vs. word reporting, ERIE properly
  mailed a denial letter to the complainant.

  
  We believe we have provided the information necessary to assist with your review of the complainant’s 
  concerns. If we can provide any additional information or clarity, please contact our office at
  ###-###-####, or by email at **************************************.

  
  Sincerely, 

  
  Stephen R. ACS, AINS, AIS, AU, CIC, PLCS
  Senior Executive Resolution Examiner
  Office of the President

  Customer Answer

  Date: 04/29/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  First, the photo is where my car got hit, it’s clearly shown before the track in his lane. 
  

  Second, the video shows Erie insured driver, she was clearly said to the police that she hit my car. 
  

  Third, another video shows the police said to us that we are fine, Erie insured driver turned too sharp. 
  
  
  
  Regards,
  
  
  ******** ***

• Initial Complaint

  Date:03/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a claim about my roof, late December , they finally came out mid January . Then told me roof wasn’t installed correctly , then dropped me stating due to roof needing to replaced!

  Business Response

  Date: 04/10/2023

  This letter is in response to your letter dated March 31, 2023, and received April 4, 2023, regarding 
  a complaint filed by our insured, in reference to the cancellation of his homeowners insurance.

  
  On December 30, 2022, our insured reported his roof was leaking. ERIE’s Adjuster reached out to 
  our insured on January 3 and January 5, 2023 and left messages for a return call and a letter was 
  sent to our insured requesting him to call the Adjuster.

  
  On January 11, 2023, the insured contacted ERIE and left a message for a return call. Our Adjuster 
  returned the call on January 11, 2023 and January 13, 2023. 

  
  On January 13, 2023, ERIE made contact with our insured and an inspection date was set for 
  January 17, 2023. After the inspection it was discovered that the roof had been improperly installed
  and had been leaking for some time. Unfortunately, damage due to faulty or inadequate
  workmanship and construction, maintenance, rot and deterioration, are specifically excluded in the 
  policy and as a result the claim was denied.

  
  Due to the condition of the roof, which creates hazardous exposure and a potential for future losses, 
  a cancellation notice mailed February 23, 2023, to be effective March 30, 2023. Once the roof has 
  been replaced, the complainant may contact their local Agent for further review.

  
  Sincerely,

  
  Diana D., AINS, AIS, CISR, PLCS
  Executive Resolution Examiner II
  Office of the President 

• Initial Complaint

  Date:03/30/2023

  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.

  October 19th 2022 there was an auto accident and the insured parties that was in an accident with me was Erie customers basically I hired attorney and it's been since October but after long negotiations for months my attorney basically came back and say it that this is the amount the area and US agreed to so I said okay fine March 21st 2023 I went to the office me and my spouse to sign off on what we agreed so the attorney said that he was sending everything over to Erie right away and that we would be getting our money today is the 30th the checks my attorney said is nowhere in sight Erie refused to send the money and I don't know what's going on basically that is Constitution of fraud at the end of the day if we made agreement everybody signed off on anything everything it should not be what we have not gotten our agreed compensation for the accident that we were in for our pain and suffering with us and our children something needs to be done about this

  Business Response

  Date: 04/05/2023

  This is in response to your letter dated March 30, 2023, and received April 4, 2023, regarding the 
  insured’s complaint alleging ERIE’s delaying payment of her claim settlement. 

  
  I have reviewed the file and the Complainant stated that she has not received the Bodily Injury 
  settlement yet from ERIE. ERIE sent a demand package to the Complainant’s counsel on 
  January 23, 2023, the file was evaluated on January 31, 2023, and an offer was accepted by the 
  Complainant’s counsel on March 22, 2023. A release was forwarded to Complainant’s counsel 
  on March 22, 2023, and the settlement check was issued on March 28, 2023. 

  
  The settlement check was sent to the Complainant’s counsel on record. A reasonable expectation 
  of 7-10 calendar days for mail time should be considered. 

  
  If you have any additional questions, please feel free to contact me directly at ###-###-#### or 
  via email at ********************@*************.com.

  
  Sincerely,
  

  
  Beth B., AINS
  Executive Resolution Examiner I
  Office of the President

  Customer Answer

  Date: 04/06/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  ******* ****

• Initial Complaint

  Date:03/17/2023

  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 have been an Erie customer for over 10 years. On March 14, 2023 I received a letter from Erie stating that they cancelled my Auto insurance policy on 1/30/2023. Erie never sent out a bill after a change in vehicle insurance coverage in the beginning of December 2022. When I called into customer service, they claimed that they mailed me a letter on December 29, 2022 stating that Erie was cancelling my policy due to non-payment of premiums. Erie never mailed out of bill nor a letter in the end of December 2022 as they claim they did. We always have paid out auto, umbrella and home policies annually and never missed a payment. I had our insurance agent contact the underwriter and the underwriter told out agent "Your clients are a bunch of liars and they are trying to rip off the insurance company." Our agent also never received any communication of the cancellation of our auto insurance policy either. Erie obviously doesn't care about their customers or customer service. I don't expect that the company will admit to their faults since all they do is accuse their customers of lying and just cancel policies for no reason.

  Business Response

  Date: 03/24/2023

  This is in response to your letter dated March 17, 2023, and received March 22, 2023, regarding the 
  insured’s complaint with ERIE’s cancelling of their Private Passenger Auto policy. 

  
  The Private Passenger Auto policy in question was automatically renewed on April 3, 2022. The Insured 
  was on an annual payment play, and the annual premium amount due was $2,344.00. 

  
  ERIE mailed the Insured their first invoice on March 14, 2022, in the amount of $2,344.00, that was due 
  by April 4, 2022. Please see the enclosed invoice. The Insured paid $2,344.00 on March 20, 2022. 

  
  On March 29, 2022, there was an endorsement on the policy adding coverage effective on the renewal 
  April 3, 2022. This endorsement added premium in the amount of $345.00. Erie mailed the Insured an 
  invoice on April 12, 2022, that was due by May 3, 2022 in the amount of $345.00. ERIE did not receive a 
  payment. 

  
  On April 12, 2022, ERIE mailed the Insured a second invoice that was due by June 3, 2022, in the amount 
  of $345.00. ERIE received a payment on May 19, 2022, in the amount of $345.00. 

  
  On September 27, 2022, there was an endorsement adding a vehicle and removing a vehicle that was 
  effective for September 28, 2022. This endorsement added premium in the amount of $187.00. Erie 
  mailed the Insured an invoice on October 13, 2022, that was due November 3, 2022, in the amount of 
  $187.00. ERIE did not receive a payment.

  
  On November 3, 2022, there was an endorsement effective for November 2, 2022, adding a youthful 
  driver to the policy. This endorsement added premium to the policy in the amount of $576.00. Erie mailed 
  the Insured an invoice on November 13, 2022, that was due December 5, 2022, in the amount of $763.00. 
  That included the prior balance of $187.00. ERIE did not receive a payment.

  
  On December 12, 2022, there was an endorsement effective for December 10, 2022, adding a vehicle to 
  the policy. This endorsement added premium in the amount of $260.00. Erie mailed the Insured an 
  invoice on December 13, 2022, that was due January 3, 2023, in the amount of $1023.00. That included 
  the prior balance of $763.00, plus the current balance of $576.00. ERIE did not receive a payment.
  On December 28, 2022, ERIE assessed a $10.00 late fee to the policy. 

  
  On December 29, 2022, ERIE mailed the insured a Notice of Cancellation with an amount needed to 
  reinstate of $1023.00 due before the cancellation date of January 30, 2023. ERIE did not receive a 
  payment. 

  
  On March 7, 2023, ERIE mailed a Final Statement of Policy Balance to the Insured advising the policy 
  has an unpaid premium balance in the amount of $122.00. ERIE received a payment on March 13, 
  2023.The policy has been paid in full as of this date. 

  
  On March 13, 2023, the Insured called into ERIE’s Customer Care Department to see if the policy can be 
  reinstated. ERIE advised it was past the timeframe to reinstate this policy. ERIE then directed the Insured 
  to contact his agency for further assistance. 

  
  If you have any additional questions, please feel free to contact me directly at ###-###-#### or via email 
  at ********************@*************.com.

  
  Sincerely,
  
  Beth B., AINS
  Executive Resolution Examiner I
  Office of the President

  Customer Answer

  Date: 04/05/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
   
  
  Regards,
  
  
  ****** ******

• Initial Complaint

  Date:03/07/2023

  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 was a client of Erie Insurance for a long time. Recently when my agent stopped working for Erie and I moved we decided to go with a different agency for our insurance needs. I recently recieved a bill for over $400 in delinquent charges owed to this company. For months when I tried to call I couldn't reach anyone at all to resolve my insurance issues. I want the balance cleared ans any hits to credit resolved now. I do not owe money to this company. I tried to work with them so we could continue to be clients but customer service was terrible after my initial agent Hope Hulette left.

  Business Response

  Date: 03/10/2023

  Thank you for your letter dated March 7, 2023, received in our office on that same date. You request ERIE 
  review and respond to the insured’s concerns regarding cancellation of their policy effective October 28, 2022,
  due to nonpayment of premium.

  
  In review of our file, the following chain of events occurred:

  
  • ERIE mailed the insured a Debit Withdrawal Notice on April 5, 2022, indicating an amount of $110.18 
  would be withdrawn from their provided account on April 20, 2022.

  
  • ERIE mailed the insured a Notice of Returned Debit on July 25, 2022, notifying the insured the bank would 
  not honor payment from the account provided by the named insured, for reason of account being closed. 

  
  • ERIE mailed a Premium Invoice to the insured on August 1, 2022, indicating that a minimum premium
  amount of $335.00 was due by August 22, 2022. Enclosed is a copy of the Premium Invoice.

  
  • ERIE mailed a Premium Invoice to the insured on August 30, 2022, indicating that a minimum premium
  amount of $335.00 was due by September 20, 2022. Enclosed is a copy of the Premium Invoice. The 
  invoice included an Important Notice stating to Please pay the Minimum Due amount, by the Due Date, to 
  avoid a non-pay cancellation notice and late fee assessment. Enclosed is a copy of the Premium Invoice.

  
  • When payment was not received, ERIE mailed a Cancellation Notice to the insured on September 26, 2022,
  advising that this policy would cancel for non-payment of premium effective October 28, 2022, unless 
  before such date the amount of $666.29 needed to reinstate is paid to us or your Agent. Enclosed is a copy 
  of the Cancellation Notice.

  
  • ERIE mailed a Final Statement of Policy Balance to the insured on December 5, 2022, indicating that an 
  earned premium amount of $403.39.00 remained due. The letter again advised the insured the policy 
  terminated on October 28, 2022, and that additional payments will not result in the reinstatement of this 
  policy. Enclosed is a copy of the Final Statement of Policy Balance. This policy has since been referred to 
  collections as a result of the insured’s failure to pay earned premium due. 

  
  In that the complainant wishes to discuss their policy further, we encourage them to contact our office at the phone 
  number provided below.

  
  We believe the information provided should be helpful in assisting you with your investigation. If additional 
  information or clarification is required, please contact our office by telephone at ###-###-####, or by email at 
  ********************@*************.com.

  
  Sincerely, 

  
  Stephen R., ACS, AINS, AIS, AU, CIC
  Senior Executive Resolution Examiner
  Office of the President

  Customer Answer

  Date: 03/10/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
   
  
  Regards,
  
  
  
  ******* **********

• Initial Complaint

  Date:02/20/2023

  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 have fraudulent ach transactions from Erie insurance. On three occasions this company has fraudulently deducted money from my account totaling 553.28. I do not have any business with this company, nor have I ever had any business with them. They are stealing money from my account.

  Business Response

  Date: 02/22/2023

  I am writing in response to your letter dated February 20, 2023, which was received February 22, 
  2023, related to Ms. *****’ complaint filed with your office. 

  
  Ms. ***** has stated that ERIE processed transactions on three occasions for a total amount of
  $553.28. ERIE is not able to locate any policy or transactions for Ms. ***** nor has she 
  provided any additional information to assist with locating the transactions she is referencing. To
  assist her further, we request that she contact ERIE’s Customer Care Operations directly at 1-
  ###-###-#### and be prepared to provide additional information related to the 
  transactions she is claiming were initiated by ERIE so that we may carefully review her 
  concerns.

  
  We greatly appreciate the opportunity to respond to your inquiry, and hope the information 
  provided will assist with your investigation. If we can provide any additional information or 
  clarity, please contact me directly at ###-###-#### or via email at 
  **********************************.com.

  
  Sincerely,

  
  Gretchen T., AINS, AIS, PLCS, CPIW
  Executive Resolution Consultant
  Office of the President

• Initial Complaint

  Date:02/08/2023

  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.

  I called Erie Insurance to speak to the president about my issue with one of their local offices. I was transferred to someone who said their name was “Bob” they refused to give me their last name. I called the President’s office to make a complaint of their local office who was withholding information pertaining me paying my bill. Bob became irate with me and did not offer to assist me or ask anything about my issue. My auto insurance policy was not canceled and I was calling to inform them their local agency was not willing to work with me and withheld information for me to continue the policy. Bob did not want to hear my issue and as I requested to speak to his manager inside of the President’s office he stated no. He said there is no one you can speak to. There is no one of higher assistance than me. I asked who was his supervisor he denied saying he did not have a supervisor. So I was unable to speak to someone about my current insurance policy which I was still a consumer of theirs. They treated me, who is currently their customer with disgust and inhumane. Bob hung up the phone on me and said that I would just have to deal with whatever issue I have. I was still an Erie customer at the time of the incidence and was calling to resolve an issue before not being a consumer. Bob belittled me and did not offer any assistance what so ever, when I am a paying customer of 9 years. Bob was not willing to discuss with me the matter. Bob stated there was no one higher than him that I could discuss with. I was not seeking funds I was seeking the quality service I deserve as a customer. I was seeking to resolve and verify the matter that was falsely misrepresented by their local office. I was a customer of 9 years and was told no one would speak to me not even the president. I was told that I would not be able to speak to anyone about my issue. Bob was not willing to discuss with me anything and told me from his personal perspective not the company’s perspective.

  Business Response

  Date: 02/13/2023

  This letter is in response to your inquiry dated February 8, 2023, which we received in our office 
  on February 13, 2023. You requested that ERIE review and respond to ****** ******’s complaint 
  about ERIE’s decision to cancel her Auto Policy for Non-payment of Premium effective February 
  10, 2023. 

  
  A review of our file information shows that ERIE sent Ms. ****** an Invoice on November 14, 
  2022, advising her that her payment of $1,720.33 was due by December 13, 2022. When we did 
  not receive a payment, we mailed another Invoice on December 5, 2022, again asking that a 
  payment of $1,720.33 be paid by January 3, 2023. 

  
  When no payment was received, ERIE mailed a Cancellation Notice on January 9, 2023, advising 
  Ms. ****** that since she had not made payment according to her payment schedule, we were 
  canceling her Auto Policy effective February 10-2023. This notice did not solicit payment and 
  advised her to secure replacement insurance by the cancellation date, so as not to be without 
  insurance protection.

  
  On January 13, 2023, ERIE mailed Ms. ****** a Final Statement of Policy Balance, reminding her 
  that her policy would cancel on February 10, 2023, and advising her that for the time ERIE provide 
  coverage from April 3, 2022, to February 10, 2023, she had an earned premium balance due of 
  $1,152.33 due. She paid this amount on February 2, 2023. Based on this information, the 
  cancellation was proper, and we stand by our decision. 

  
  Finally, Ms. ****** alleges that I became “irate” during our telephone conversation on February 8, 
  2023, that I would not “assist her”, I “withheld information”, and eventually “hung” up on her. 
  These allegations are false and not truthful. I was professional and provided answers to her 
  questions. I explained ERIE’s position that we would not reconsider our action. When I did not 
  give her the answers she wanted, she asked to speak with my manager. My manager did call Ms. 
  ****** back and also supported ERIE’s cancellation of this policy.

  
  If we can provide additional information or clarify any item, please do not hesitate to contact me at 
  ###-###-####, ext. ####, or by email at ********************@*************.com. 

  
  Sincerely,

  
  Robert M., AINS, AIS
  Executive Resolution Consultant
  Office of the President

  Customer Answer

  Date: 02/13/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
   
  
  Regards,
  
  
  
  ****** ******