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:08/28/2024

  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.

  Problem started with a denial of a homeowners insurance claim. I am not disputing the claim should have been approved or denied. But was told conflicting instructions on what to do after. Phone calls were not returned and after dropping State Farm from being my auto insurance provider they dropped my home ownership policy with them. I was informed by my mortgage company and not informed by State Farm. I called and was told they would circle back with me before the August 8 deadline to check condition of my house to see if it was insurable. They did not contact me and now will not return any of my phone calls. I’ve asked to file complaints with State Farm about my insurance agent and have been given dead phone lines. I just want them to return my call as it is now costing me 3x a month for home insurance because there was a lapse in coverage

  Business Response

  Date: 09/05/2024

  *** ***** ******* filed a Homeowners with a loss date of
  1/4/2023.  The claim was denied by our
  claims department, and he was mailed a denial letter on 1/24/2023. *** ******* cancelled his Automobile policy with
  us on 2/7/2024.  A Homeowners non-renewal
  letter with the reason was mailed to *** ******* on 4/25/2024 with a
  cancellation date of 8/8/2024.  The
  cancellation of his Auto policy had no bearing on his Homeowners policy
  cancellation. The cancellation of his
  Auto policy did create an increase in his Homeowners policy premium as a result
  him losing the Multi line discount.  *** ******* filed a formal complaint with State Farm on 5/16/2024.  He was mailed a response from State Farm
  addressing his complaint on 5/29/2024. 
  I have spoken to him today 9/4/2024 to address his request
  for hazard insurance which we are unable to provide to him due to his home
  being vacant. I was unable to resolve his personal dissatisfaction with our
  agency.  We have attempted to provide him
  with the appropriate services and regret that he is dissatisfied.   
  If additional information is needed from State Farm
  Corporate, please forward a request to State Farm Insurance, Executive Customer
  Service
  via e-mail at ********************************** or via your BBB portal.
  You may also mail the request to:
  State Farm Insurance, Executive Customer Service
  Corporate Headquarters B-4 00915
  * ***** **** *****
  Bloomington, IL  61710-0001

  Sincerely,

  James H O**** Insurance Agency

   

  
  

  Customer Answer

  Date: 09/06/2024

  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. 
  
  
  When James called me he referred to this complaint being the only reason he reached out, not because I had been trying to get in touch with someone at his office for a month. I asked him why State Farm renewed my homeowners policy in August 2023 for another year when they had knowledge of the house being vacant. He would not answer any questions other than they do not provide hazard insurance. 
  
  
  
  Regards,
  
  
  
  ***** *******