ComplaintsforVirginia Farm Bureau

• Initial Complaint

  01/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family was rear-ended on the highway July 7th. The person that hit us was insured by Virginia Farm Bureau insurance. They (***) paid to replace our car seats. They also sent us a check for the original estimate for our car (The original ******** repair company would not repair the vehicle due to *** not having a contract with them.) I was told to contact them when we found a place that would do the repairs as *** would cover any additional cost above the estimate as well as a rental car if needed. We found a collision repair that would fix the vehicle finally. However, the day before our appointment, they called to cancel as they had not received any response from *** regarding an assignment or covering additional costs above the estimate. I sent a text on January 10th to the *** number I had previously communicated with and received an automated response that my message was received, but no further response. I attempted multiple calls to *** and was finally called back by ******, a supposed claims manager for ***, on January 12th. He stated he would call the collision center at that time to find out what needed to be done in order to complete the repair. I have called the collision center multiple times since then and have been told that they did hear from ****** on January 12th and sent him the requested info, but have not had any response from him or any other employees at *** since then.

  Business response

  02/02/2023

  I have contacted ************************ and addressed her concerns regarding this claim handling.  This claim is still open but she has my contact information should she need further assistance. 

  *************************

  Director of Claims Administration

  ************

   

• Initial Complaint

  10/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/12/20200 My vehicle was backed into or rear ended by *************************** vehicle although he wasn't the driver, his driver was picking him up at the ************** hospital and I was dropping my wife off the for a procedure..She back into me while I was waiting patiently on an opening parking spot..She admitted fault and I me her up front to pick up *************** and exchange insurance information..Every time I call Farm Bureau I am given the run around like the computers aren't working or they will have an adjuster call me which has never happened..please help..They have cameras at that facility and I also took pics right after the collision..Thanks

  Business response

  10/21/2022

  After receiving the BBB complaint on 10/21/2022, I reached out to ************** to discuss his claim.  I explained that VFB had been having technical difficulties with our computer system and I apologized for the delay in the handling of the claim.  With information that ************** provided, I was able to locate his claim (Claim #AP22288255), contact our policyholder and confirmed that we could move forward with the adjudication of ****************** property damage claim.  

  ****************** claim has been assigned to an adjuster to handle and settle the claim on his vehicle. 

  If further information is needed, please advise.  

  Sincerely, 

  *************************

  VP of Claims 

   

   

   

   

• Initial Complaint

  03/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am filing this claim because I feel that Virginia Farm Bureau has treated me unfairly. I had filed a claim on my travel trailer in April of 2021 due to hail damage. Then on October 31, 2021 while driving home from a camping trip we had an accident. My truck was damaged and the trailer had minor damage. After contacting VA Farm Bureau, I was told that two claims had to be filed even though this was one accident. I didn’t feel this was appropriate but they said it had to be done. Then, when I received my insurance premium for 2022 the amount was increased by $******, an almost **% increase. When I contacted Farm Bureau, I was told it was because I had filed 3 claims. This to me is extremely unfair as it was only 2 incidents. It was only 3 claims because Farm Bureau insisted. Since this company claims to be fair in their dealings and professes to adhere to Christian morals and values, I feel this is totally wrong and should be changed. I have been driving for 61 years and now, when I have one accident, my insurance premium goes up almost **%. That is unfair and morally wrong.

  Business response

  03/28/2022

  March 28, 2022
  
  
  Better Business Bureau of Central Virginia               Sent USPS and via BBB Portal
  100 Eastshore Drive, Suite 100
  Glen Allen, VA  23059
  
  RE:  BBB Case Number – ******** 
  
  Dear Sirs: 
  
  This will acknowledge my receipt of the above-captioned complaint filed by Mr. ****** *****. 
  
  In review of the claims history for Mr. *****, there are three claims listed: 
  
              Claim Number             Date of Loss                Type of Loss                           Amount Paid
  
              **********               3/26/2021                    Hail/2010 Jayco                    $********  
              **********               10/31/2021                  Collision/2016 Chevrolet        $*********
                                                                                  Transportation Expense          $ *****
                                                                                  Property Damage/NCDOT       $********
              **********               10/31/2021                  Collision/2010 Jayco              $********
  
  Claims ********** and ********** were as a result of one accident; however, two covered units were damaged – the **** ********* ********* ****** and the **** ***** *****.  For this reason, two separate claims had to be entered into our claim system.  Entering two losses for one accident is not meant to be a punitive action toward Mr. ***** or any other policyholder in this same situation.  It is simply a limitation within our operating system. 
  
  I reached out to our Underwriting Department for a response regarding the increase of Mr. ******* premium.  Underwriting indicated that Mr. ***** lost his “Preferred New Business” discount as a result of the October 31, 2021 accident. There was also an Auto policy rate change that went into effect in January 2022.  For these reasons, Mr. ******* Auto premium increased. 
  
  We regret that you were unhappy with the premium increase, but we very much appreciate your business. 
  
  Sincerely,
  
  ****** ******
  Vice President of Claims

  Customer response

  03/30/2022

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

  First, the first claim was for hail damage which is out of my control. The second claim was one accident which was turned into 2 claims by the company. This is totally unfair practice by the company and is just their way of punitive action. One accident should not result in an increase in my premium. If I had more than one accident I would not complain.

  
  

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

*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. ↩