ComplaintsforCountry Financial

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Initial Complaint
10/08/2024
Complaint Type:
Billing Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
June of 2024 i unknowingly missed an insurance payment. When I logged in in July 2024 i seen a double payment due and was unsure why. I reached out to the representative they assigned to my account. For the entire month and several emails I only received 1 response saying he would look into my account. I never received any response after that until a new representative was assigned to my account. (7/26/24) I made a payment arrangement for 8/14/24 and made payment 2 days early (8/12/24). At that time I was never notified that my policy was canceled. I was pulled over 9/6/24 and found out I had no insurance. I then spoke with the representative that was assigned to my policy and was told they could back date my account if I paid in full. I then had to wait to get a price. Once I had that price I paid all the fees (10/3/24) and was then told it would be sent to underwriting to get the correct insurance card. I just received my insurance card with the date of 10/3/24. I was never informed they decided to not back date my insurance. I am not going to have to pay fines for not having insurance when I had made all payments needed once they decided to contact me back.
Business response
10/11/2024
We will reach out to the complainant directly to resolve the issue.
Customer response
10/11/2024
I am rejecting this response because:

They are unwilling to correct anything on their part. They have stated that their position stands.
Business response
10/25/2024
We have reviewed the situation and communicated our findings with the complainant.
Customer response
10/28/2024
I am rejecting this response because:

Still no resolution for situation. Because of lack of communication on the part of their agents I am now faced with multiple fees. This will also be placed on my driving record.
Initial Complaint
09/26/2024
Complaint Type:
Customer Service Issues
Status:
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.
My neighbor above me had a huge leak from their home that went into mine, so of course a claim was filed. It took over a month for Country Financial to send someone out to decide to "clean up" the water damage. I was lucky enough to have an HOA willing to pay for water cleanup after a couple weeks, until Country financial pays them back. Fast forward over 3 months later and Country financial is saying that they need more time to decide to pay money for the damages done. When I emailed the adjusters supervisor (*****) there was no response. I also let them know that the Adjuster they sent out (*******) looked as though he was under the influence of drugs or alcohol and that they should check on his well being.
Business response
09/27/2024
Thank you for making us aware of your concerns. I've reached out to claims management and we will review status and contact you with what the next steps are.
Initial Complaint
09/24/2024
Complaint Type:
Order Issues
Status:
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.
13 year client, 100’s of polices…shame on CF. I am in the process of a homeowners insurance claim due to a large hail storm that impacted my property on Memorial Day Weekend. Country Financial has made it clear they dont want to pay reasonable costs associated with the repair in my area. The adjuster they sent out complained about having to travel this far to review my damage. He never went in attic, never got on a ladder. Country is coming up super short and it’s been months of almost no contact from the senior ******************************************. I have contacted my local CF agents who are just as embarrassed of CF lack of responsiveness. It’s been months with no resolution. Only after over 3 months of feet dragging, I decided to move forward on my windows that were damaged and leaking, sent video evidence and had to take action to stop further damage. Then and only then did ***** decide to sent out an engineer to inspect the windows and roof. Currently my roof is covered with a tarp it’s so bad. Country Financial and its CEO *** *****’s should be ashamed!!!! I I have hired a local licensed roofing/siding contractor to work on my home, after interviewing close to 10 different companies. I am very meticulous with who I choose to do business with, which is why I chose Country Financial as my insurance provider. But, both myself and my licensed contractor have had numerous issues with the adjuster that was assigned to my claim from Country Financial. My local agent ****** ***** continues to complain that he and his staff have not seen behavior like this before and they dont understand why it’s happening to me. We have had SUCH POOR COMMUNICATION they are clearly hoping we go away. I am at a loss for words with these jokers. Why pay for insurance from Country Financial if they just review to cover the basics and forego the most basic of all decencies, COMMUNICATION.
Business response
09/26/2024
To Whom It May Concern:

Thank you for bringing this issue to our attention. Please be advised we will work directly with the complainant to address their concerns.

Sincerely,
COUNTRY Financial®
Bloomington, IL

****** ****
Executive Client Relations
Initial Complaint
08/03/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am in the process of a homeowners insurance claim due to a large hail storm that impacted my property on 02/27/2024. I have hired a local licensed roofing/siding contractor to work on my home, after interviewing close to 10 different companies. I am very meticulous with who I choose to do business with, which is why I chose Country Financial as my insurance provider. But, both myself and my licensed contractor have had numerous issues with the adjuster that was assigned to my claim from Country Financial: ***** ****, Claims Representative III. ******************************** ************. According to the Home Insurance Claims section of the Country Financial website: "An adjuster from our insurance claim team will reach out to explain what happens next, answer any questions you have and review your home insurance policy." But, my adjuster does not answer questions. I, as well as my contractor, have asked numerous questions to get more information, to find out why 2 elevations of my siding are being denied when they have damage and hail spatter marks, to find out if we can get areas re-inspected or sent to a lab for inspection, etc. But, ***** ignores all questions, and simply pastes the same type of response to all of our emails: "At this time, COUNTRY Financial maintains its stance on the covered scope of repairs related to your claim outlined in the most recent version of my estimate you have received." No answers to our questions, no details. We have in turn asked to speak to a supervisor on 4-5 different occasions so that they may be able to provide some clarity and answer our questions. But, ***** also ignores this request, and will not let us speak to anyone else. So, I thought the Better Business Bureau might be able to help put me in touch with someone at Country Financial who can help me consult with a supervisor for my claim, before turning to legal representation. I have attached my email conversation with ***** for review.
Business response
08/06/2024
We will contact the complainant directly regarding this matter.
Customer response
08/08/2024
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.
**** ******* from Country Financial (***** ****'s manager) contacted me directly via phone to help resolve my issue. His team is currently working on revising my estimate. I appreciate his quick follow-up once this was brought to his attention.
Initial Complaint
07/28/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
Country violated Alabama state law by cancelling my insurance without the 10 day notice (phone call, email or written letter) required by law. They cancelled my insurance AFTER they cashed the check that I paid in full for my auto insurance and never told me. I was driving around not knowing I had no auto insurance. I have since cancelled both my auto and home insurance with Country Financial. If they break Alabama law, they are not an insurance company I ever want to deal with again. Country needs to issue the refund checks for both my home (cancelled 25 July 2024) and auto (cancelled 19 July 2024) policies ASAP. I need a written explanation from Country Financial why they cancelled my auto insurance without the 10 day notice required by Alabama state law. I have asked for this several times and never got it.
Business response
08/02/2024
Thank you for your July 30, 2024, notification in the matter of case number ********. Please be advised that we are working directly with the complainant to address their concerns.
Sincerely
***** *****
Executive Client Relations Specialist Sr.
COUNTRYFinancial ®
Customer response
08/02/2024
I am rejecting this response because:
Its been since 15 July 2024 that I asked that a supervisor call me from Country Financial to explain why Country violated Alabama state insurance laws and to advise where my policy refunds are.

Two weeks and counting.

This is a disgrace.

Business response
08/05/2024
Re:ID Number: ********

To Whom It May Concern:

Thank you for bringing this issue to our attention. Please be advised we will work directly with the complainant to address their concerns.

Sincerely,
COUNTRY Financial®
Bloomington, IL
***** *****
Executive Client Relations
Customer response
08/06/2024
I am rejecting this response because:

Three weeks ago I asked for someone from Country Financial to call me.

Still not phone call.

I still do not have the refund from my home and auto policies.

This is disgraceful.
Initial Complaint
07/21/2024
Complaint Type:
Customer Service Issues
Status:
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.
I have a personal injury case that has not been settled , this matter has been Goin on since last year October an still no result, I had legal consultation but I had to let them go bc of our different views,, I've been out of therapy since Feb, n all I've bn getting is the run around, so I'm reaching out to you for help, , I don't understand why the insurance company has not settled n they admitted fault, the company has all my doctors records n bills , I just want to get this resolved n put behind me,,
Business response
07/24/2024
We will reach out to the complainant directly regarding this issue.
Initial Complaint
07/19/2024
Complaint Type:
Customer Service Issues
Status:
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.
***** ****** of country financial has refused assiting me with forms as I have a disability requiring someone to help with comprehension and forms and limited access to computer and require aid
Business response
07/19/2024
To Whom It May Concern:
Thank you for bringing this issue to our attention. Please be advised we will work directly with the complainant to address their concerns.
Sincerely,
COUNTRY Financial®
Bloomington, IL
Customer response
07/19/2024
I am rejecting this response because:

i was failed assistance for my learning disabilitt after 7 months of requests from agent to adjuster to supervisor.
I was not able to fill out documents and was denied assistance
Business response
07/23/2024
To Whom It May Concern:

Thank you for forwarding the customer's response to us for review.

We have been in ongoing communication with this customer, and while we cannot disclose specific details in this response, we will continue to review the information presented and will continue to respond directly to the customer appropriately. Additionally, The ********* ********** ** ********* is currently reviewing and requesting information regarding this same issue, and we would request that the customer continue to direct questions to the ********* ********** ** *********.

Respectfully, this will be our final response to the Better Business Bureau regarding this matter.

Sincerely,
COUNTRY Financial®
Bloomington, IL
****** ****
Executive Client Relations
Initial Complaint
06/21/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I received a letter stating my 10 year term policy would be ending April 7th so my payment would be increased. I called my agent & we discussed several options & she was sending me info to read over to update my policy. On April 29th my account was overcharged. I called my agent but she didn't respond to any calls, text or emails. I called corporate on May 1st & May 24. I was told a request would be submitted for a refund & I would be mailed documents to make new policy. I called corporate 6/21/24 & was finally told my agent has to process my refund. I again explained she is not responding. To this date I haven't received any Info for setting up a new policy or my refund.
Customer response
06/21/2024
Good afternoon. Thank you for your assistance. Someone finally got in contact with me. I'm hoping this will now break resolved.
Business response
06/23/2024
Thank you for bringing this to our attention. We will review this matter and reach out to the complainant asap.
Customer response
06/28/2024
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. A representative have reached out & emailed me documents to have a new policy & she'd be working with someone to show her how to complete my refund.
Initial Complaint
06/10/2024
Complaint Type:
Customer Service Issues
Status:
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.
We purchased auto insurance as well as home owner insurance March of this year! We paid our auto insurance policy for two vehicles six months in advance and we paid our homeowners insurance a year in advance. We called in last month to inquire about adding our daughter’s vehicle to our auto policy. We have been working with the country financial that is located on Northwest Highway in Chicago, Illinois. When we called in to inquire, they had a new person working there named *****. She informed us that although our vehicles were paid six months in advance, it wouldn’t be a problem for them to add my daughter and that she could start making monthly payments of 214 for her vehicle. After making two monthly payments of 214, we come to find out that our vehicles have also been changed to monthly payments so we no longer have our vehicles paid six months in advance and my daughters monthly payments are not 214 they are actually closer to $400 a month. When we spoke with ***** about adding our daughter to our policy, she did not advise us properly or give us the proper amount that would be due and owed for my daughters vehicle. All of these changes were made to our vehicles without us being properly informed, and we were not even quoted the right amount that would be owed every month for adding my daughter. When I call them to address all these issues, they say ***** is new and that she made a mistake and basically we have to be held accountable for that. We should not be held accountable for *****’s mistakes as we are the customer and we are trusting country financial to make sure that all of their employees are properly trained, and that they are properly informing their customers of the changes they are making to their accounts as well as informing us the proper payment amount. I’m very stressed because they have not even tried to resolve this issue or even seem to care that their employer made this mistake. I need to speak to a supervisor.
Business response
06/12/2024
To Whom It May Concern:
Thank you for bringing this issue to our attention. Please be advised we will work directly with the
complainant to address their concerns.
Sincerely,
COUNTRY Financial®
Bloomington, IL
****** ****
Executive Client Relations
Customer response
06/18/2024
I am rejecting this response because:
The company still has not resolved our issue at all. They continue to give us the run around and basically keep saying we are gonna have to either owe more money or we are gonna have a balance to pay. Their employee made a mistake gave us false information as well as a false payment amount and they expect us to be held accountable for their Improperly trained employees mistakes. They need to write off what is supposably owed as their company needs to held accountable for their employees mistakes not us. I need to speak with cooperate!
Business response
06/24/2024

To Whom It May Concern:

Thank you for bringing this issue to our attention. Please be advised we are working directly with the complainant to address their concerns.

Sincerely,
COUNTRY Financial®
Bloomington, IL

****** ****
Executive Client Relations
Initial Complaint
05/13/2024
Complaint Type:
Customer Service Issues
Status:
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.
Fraudulent Business Practices by Country Financial Insurance Company Facts of the Case 1. On April 16, 2024, ******* ********* requested, via email, that Country Financial cancel her life insurance policy (#*********) with the company on April 23, 2024 - 1 day after *********** 48th birthday (see Exhibit 1 attached below). The email request was sent to the email address provided to ********* by a representative of Country Financial. The email also contained as an attachment the required cancellation form (see Exhibit 2 attached below). 2. ********* is entitled to receive $13,747.50 after the attained age of 48 (see Exhibit 3 attached below). 3. Country Financial issued a policy payout check to ********* dated April 22, 2024 - 1 day before the date requested for cancellation by ********* (see Exhibit 4 attached below). 4. The check for the policy payout that ********* received was for $13,078.15 - $669.35 less than what it should have been ($13,747.50). 5. In the April 16, 2024, email to Country Financial, ********* requested a detailed calculation as to how the payout will (or was) calculated. As of today, May 7, 2024, Country Financial has failed to provide a detailed calculation as to how the payout amount was calculated. ********* also requested information as to how the annual cash value was calculated year-by-year; Country Financial failed to provide that information as well. Fraudulent Acts by Country Financial 1. Failure to pay out the full cash value of the life insurance that the holder was entitled to by the policy / contract after attaining a certain age. 2. Issuing a check before the date requested for cancellation - most likely to use as a reason not to pay the full cash value to which the policy holder is entitled. Please investigate these fraudulent business acts by Country Financial. Additional documents can be provided upon request. Thank you very much for your consideration. Sincerely, ******* *********
Business response
05/14/2024
May 14, 2024
****** ******** ****** ******* ******* ******** ***** ** ******** **** * ********** *** ****** ** *****

Re: ID Number: ********

To Whom It May Concern:

Thank you for bringing this issue to our attention. Please be advised we will work directly with the complainant to address their concerns.

Sincerely,
COUNTRY Financial®
Bloomington, IL

***** *****
Executive Client Relations

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