Complaints

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

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  Home State County Mutual Insurance Company

  Waco, TX 76710

• 

  Home State County Mutual Insurance Company

  PO Box 8036 Waco, TX 76714-8036

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:05/29/2025

  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.

  April the 8th 2023 ********** ********************** was rear-ended by ******* ***** ******* after being referred to the ***** Law Firm Dallas Texas accepted my case send me to therapy for 3 months had me take three mri's several x-rays at the end of therapy I was told that there was not a case even though speaking with the surgeon assistant stating my case supports steroid injections not surgery on my rotator cuff reached out to the ****** law firm after dismissing the first ****** ****** law firm took the case and I was told that they could get injury money three days before the deadline contacting them after 8 months I was told insurance company said that the policy wasn't active problems with verifying insurance after calling district attorney's office the police internal furs block incense policy number and company contacted district attorney's office referred me to officer and trafficking which verified information given to me by police officer at the time of the accident my ****** number one stated they couldn't retrieve information retracted on the ticket Mr ******** insurance company Home State County Mutual Insurance after calling them several times I was no longer able to reach the claims department which verified that that insurance was active at the time of the accident put on hold and that was the last conversation with the claims department I would like help and resolving the issue time and money and property damage and physical injuries my name is ******* ****** of ************************************ my phone number is ************ my email address is raymondshores ************

  Business Response

  Date: 05/30/2025

  Please see attached response. Home State will need additional information to review complaint.

  Customer Answer

  Date: 06/03/2025

  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:04/23/2025

  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.

  This insurance company fails to respond to people. One of their insured caused a 3 car accident. When I initially talked to the company, they told me to go take my car for an estimate, and when I got to the body shop, they never responded back to the body shop. They never picked up any phone calls from me, my husband, or the body shop. I finally had to go through my insurance and have them take care of everything. However, my insurance company was going to pursue HOME STATE COUNTY MUTUAL INSURANCE for my damage and my deductible, and I just received a letter from my insurance stating the other company is failing to respond. One internet search on ****** reviews shows that not responding is very characteristic of this company. I am out my deductible, and I am very frustrated that a company can conduct business like this with no penalty.

  Business Response

  Date: 04/25/2025

  Please see attached. Home State has not been able to locate a policy &/or claim with the information provided.

  Customer Answer

  Date: 04/26/2025

  Complaint: 23240278
  
  I am rejecting this response because:

  The business is requiring more information. I am providing the information that I have:

  Insured with Home State insurance is named **** ******* ****** and her address is ********************************************************************. The car she drove that started the accident was a 2014 red **** Escape. Her drivers licence is ********. Accident occured on Sept 29 2024.

  . My name is **** ****** and My husband was the one of the drivers that was hit (****** ******). Our car is a 2023 Volkswagon Atlas. My insurance is with Geico. The other driver involved was **** ****** and he was in a Red GMC ****** and your driver hit his car, which rammed into my car.  I never got any responses from Home State after the initial call I made, so I had to go through my insurance and file a claim. My geico claim number is ****************. And I just received a letter from them that they have not heard any response from Home State.
  
  Regards,
  
  **** ******

  Business Response

  Date: 05/06/2025

  May 6, 2025
  
  Better Business Bureau
  ********************************************************************
  
  RE:
  BBB Complaint ID:  ********
  Subject/Complainant: **** Morais 
  Insured: **** ******* ******
  Claim Number: 4224010364
  Date of Loss: 09/24/2024
  
  
  Dear ******,
  In response to the complaint filed by the Complainant on April 26, 2025, please find our formal reply below.
  Our investigation has been completed, and the file handler has resolved the property damage claim submitted by the Complainant.

  The following payments have been issued:
  $501.00 payable to **** ****** as reimbursement for the deductible
  $4,964.94 payable to GEICO as subrogee of **** ******
  

  We sincerely apologize for any inconvenience caused by the delay in handling this matter.Please do not hesitate to contact me directly should you have any questions or require further clarification.
  
  Sincerely,
  ** ***
  Director-Claims
  ************
  Mendota Insurance Company / Home State County Mutual

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  This is an email I sent regarding my claim. My insurance Progressive found their policyholder at fault via the audio. I am reaching out regarding my ongoing claim (#****-02654) following an accident involving one of your policyholders on February 21, ****. Unfortunately, my experience with the assigned adjuster, **** ********, has been extremely frustrating.Despite providing clear evidence that your policyholder admitted fault, I have faced delays and unprofessionalism throughout the process. I was initially advised to allow three business days for a response, yet after following up due to lack of communication, the issue remains unresolved. Additionally, I have requested a call back from his supervisor, *********, but have yet to receive one.Multiple adjusters have mentioned that cases of this nature are typically resolved within days, or a week at most. Given the minor nature of the accident, the prolonged delay is unacceptable. I am requesting immediate attention to this matter and a direct response at your earliest convenience.

• Initial Complaint

  Date:12/23/2024

  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.

  INSURACE NO ANSWER PHONE CALLS LOOKS LIKE DOESNT EXIST

  Business Response

  Date: 12/23/2024

  See attached

• Initial Complaint

  Date:11/04/2024

  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.

  On October 22, 2024, I was in a auto accident and was hit by Mr. ******* A police report was filed. I reported the incident and filed a claim with Home State County Mutual Insurance Company and provided my statement to the adjuster, The Adjuster advised that an inspector, ******, would assess the damage and address rental car arrangements. ****** visited on October 25, 2024, to photograph my vehicle and confirmed the damage was significant enough to require towing for repair due to the bent rear wheel, making the vehicle unsafe to drive. He advised that I should contact the Adjuster regarding towing arrangements and rental coverage.Since October 25, I have made numerous attempts to reach the Adjuster, including multiple phone calls and voice mails and emails. I emailed Adjuster on October 29, 2024, to request a rental car and to have my vehicle towed to the repair shop of my choice, ***** ***** I later received a delayed and incorrectly addressed email from Adjuster containing incomplete information. The original email the adjuster sent dated 10-25-24 The Adjuster sent email to the wrong email address. After I pointed that out the adjuster emailed me estimate to fix my car and car rental info. Despite further requests, The Adjuster did not arrange towing for my vehicle, and the rental car coverage only began on October 30, 2024, allowing less than two days of coverage, which expired on November 1, 2024, at ******* date, my vehicle remains non drivable and unrepaired due to the lack of proper arrangements by Home State County Mutual Insurance. Furthermore, I have received a check for $1,727.47 labeled as "Payment of Property Damage," which was there estimate which I consider insufficient as a comprehensive assessment by a certified mechanic has not been conducted.I have called every phone number for the Insurance company and if a live person answers the send me to Adjusters voice mail.

  Business Response

  Date: 11/05/2024

  
  November 5, 2024
  
  
  
  Better Business Bureau
  ******************************************************************************************
  
  
  
  
  Re:      Complaint No.:           22510422
  Underwriting ****       Home State County Mutual Insurance Company 
  Subject:                       ****** *******
  Insured:                       ****** *******-********
  Policy No.:                  PRH010131459
  ***** No.:                  PRH01031459:001:001
  
  
  
  To Whom It May Concern,
  
  Please allow this to acknowledge receipt of the Better Business Bureau complaint received on November 4, 2021.  We appreciate the opportunity to respond.   
  
  This loss was reported to us on 10/22/2024 by ****** *******. It was an intersection loss where our insured ran a stop sign.  We took a statement from ****** ******* on 10/23/24.  We were to contact our insured on 10/25/24.Once we were able to validate the facts of loss coverage was confirmed and liability was accepted.
  
  An initial estimate was completed, and payment was issued on 10/25/2024 in the amount of $1,727.47. ****** ******* has been provided a copy of the estimate.Rental has also been set up for her use. ****** ******* was advised today that the initial payment is based on the initial estimate and should there be any additional hidden damage, the shop of choice would request a supplement. We do not set up tows however we will reimburse the owner just needs to have their shop tow the vehicle to their location. We will address any additional supplements and/or towing reimbursement once they are incurred.
  
  
  
  While we regret receiving any complaints, we strive to provide the best claim service possible on behalf of our customers and ********************** carrier partners. We hope you find the information helpful, and we apologize for any inconvenience during the claims process.
  
  
  Sincerely,    
  
  **** ******
  ASA ***** Services *****s Manager
  T: **********************
  F: ************  
  PO Box ******
  ****** **, *****

• Initial Complaint

  Date:10/21/2024

  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.

  Hello, This company is refusing to provide service following a motor vehicle accident at which their customer was at fault.Claim # **********, POLICY NUMBER GNS-********-0000.The assigned adjuster ***** ****** is making false statements of initiating contact. Each time you speak with customer service they can't provide any details or give any resolutions.

  Business Response

  Date: 11/01/2024

  This claim was reported to us on October 15, 2024.  The claim was assigned to the adjuster on October 16, 2024, and we began our investigation.  The adjuster attempted contact with the complainant on April 16, 2024, along with our insured driver. The adjuster left a voicemail for the complainant. The adjuster then received a call back on October 16, 2024, at 1:44PM CST and the adjuster left a voicemail to return the complainant call back request.  Another call back request was put in at 9:50AM CST. The handing adjuster called back and was able to take the complainants recorded statement on October 17, 2024,at 5:04PM CST. After the complainants recorded statement was taken the adjuster advised the complainant that coverage and liability were pending and that we needed to speak with our insured. They also advised the complainant that they could file through their carrier if they needed to expedite the process. I called the complainant on October 18, 2024, in response to a call back request and reiterated what was pending, her filing options and our loss of use policy. I advised the complainant that coverage and liability were pending for insured contact.  
  
   The adjuster then tried to reach the insured and our insured driver again on October 18th and 21st. We have also sent a certified letter to both our policyholder and our insured driver on October 16, 2024, to contact us immediately in regard to this loss. We have not yet been able to reach our policyholder or insured driver.
  
  We do have a copy of the police report, but this was just received on October 22, 2024, and we still are needing to reach our driver if possible, to confirm all details. We will continue to reach out to our policy holder and driver so we can complete our coverage and liability investigation

• Initial Complaint

  Date:10/03/2024

  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.

  9/5/24 customer rear ended me, I went to the ** and filed a claim that day. The claim still isn't processed and no one ever calls me back. I have left countless voicemails with no response. The claims processor called me one time and answered one time. The voicemail says **** ********** will call me back within 24 hours or if the weekend a Monday. I have never been called back. I sent in photos and they did not submit to the estimate department. There is no communication. I feel like I am getting scammed. I need my car fixed. My claim number is ******.

  Business Response

  Date: 10/03/2024

  We have communicated with you and explained the claim handling process.   We have secured the photographs of your vehicle's damages and are in the process of writing a repair estimate for your vehicle.   Once the estimate is completed we will issue payment to you and share the estimate so that you can provide it to the shop of your choice.   Thank you

• Initial Complaint

  Date:07/18/2024

  Type:Customer Service 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.

  On 6/21/2024I was involved in an minor accident and filed a claim with the company regarding that accident on 6/24/2024. I was assigned an adjuster (********************* *************) and a claim # (*****). I received a voicemail from the adjuster on 6/25/2024. Since that time, I have attempted to contact the adjuster 4 times, sent an email to ******************* 2 times and called the # initially used to report the claim 2 times (the last time requesting a call from a supervisor). With the exception of a form letter from the adjuster letting me know that the claim has been received and that she would be contacting me soon, I have had no response to any of my inquiries as of 7/18/2024.

• Initial Complaint

  Date:07/05/2024

  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.

  I was in an accident on June 3rd as one of their insured hit me while stopped in traffic at a red light. I filed a claim on June 5th with claim# *****. I was assigned adjuster, *****************************, and have not heard from him. I was told the adjuster would contact me within 4 business days which never happened. I have called and left voicemails with him several times with no call back. I called customer service and was told that they only could note an urgency on my claim/file as no one has contacted me. I've also emailed the email address that was given twice with no response. It has been 31 days since the claim and I am just trying to get my car fixed!

  Business Response

  Date: 07/16/2024

  We have contacted ************** and sent him a text to upload his photographs of his vehicle damage.    We have also settled his injury claim.   Once we have received his photos we will complete an estimate for his vehicle damage and settle his property claim.    

• Initial Complaint

  Date:07/02/2024

  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.

  On 5/16/2024 I was rear ended and the driver of the vehicle fled the scene without stopping. It happened in the county of ******, city of ****. The State Trooper, ******* located the driver and owner of vehicle and had a police report filed along with resolving issues. We got ahold of insurance company and contacted them May 31st when the police report was finalized. From that point forward it has been a hassle to get anyone to answer the phone at this company. No issues have been resolved even once given the police report and ANY if not ALL information they asked. They report theyre waiting for a response from the driver but after 10 calls still no response. The trooper, *******, has contacted them and still no progress. It has been over a month of fighting this and my car is still dented in need of repairs and no help insight. The adjuster, *************************************, ********** has seemed to help a little but still just sits and tells me theres nothing they can do at this point. I am not satisfied with house their business is handling this and the lack of communication is frustrating. I have made ***** calls to them and maybe a response or answer to 5 of them. After 45 minute hold times.

  Business Response

  Date: 07/03/2024

  Thank you for forwarding this inquiry to our office.  Customer concerns are important to us and we appreciate the opportunity to address them.  Due to privacy concerns, we are unable to post a specific reply here for public view.  The Company will contact the complainant within 2 business days to discuss their concern. 

  Customer Answer

  Date: 07/03/2024

  Complaint: 21933006
  
  I am rejecting this response because:

  The company does not reach out when they say they will. I was told 3 times Id get a call back last week about the issue and never did. I had to call myself. The issue will no be resolved. Theyre going to tell me the same thing, which is that they cant fix my vehicle until a statement is given. Although they have the police report, an email statement from the Trooper as well. I am tired of waiting around while theyre doing nothing. 
  
  Regards,
  
  *******************