ComplaintsforIndiana Farm Bureau Insurance Company

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In my in-person interaction with ***************************** on 6/24/24, she made multiple statements that clearly lead me to believe that she was already attempting to minimize or deny the claim. This included discussing her "duty to the company" rather than her duty to me as a consumer. When she asked about prior claims, I mentioned that I initiated a claim with a prior insurance company in 2014 or 2015 for possible hail damage but nothing ever came of it. ******************** then appeared to blame me by stating that I should have pushed the prior company harder and then went on to state that she may have to conclude that whatever damage she found was from the prior unpaid claim and that I would have to talk with the prior insurance company about my damage. I stated clearly that what she was saying was making me uncomfortable and that she seemed to be setting a foundation to deny the claim. She responded defensively by denying that intent.The conversation made me so uncomfortable that I called my local Farm Bureau agency in *************** in *******, IN to share what I experienced. I was referred to her supervisor, *****************************. I sent ******************** an email that day (I have a record of this) clarifying our conversation as I felt she was attempting to deliberately misrepresent our conversation. I also asked her for a copy of the inspection provided by Farm Bureau but did not receive it until July 10th (I have a record of this). I responded on July 10th expressing my disagreement with the evaluation of our damage and requested another inspection on July 11th.Through subsequent interactions with both ******************** and ********************, I feel that there was a unified effort to delay and dismiss my concerns. I have multiple estimate from contractors that do not match ********************' evaluation. I believe that Farm Bureau has attempted to engage in unfair settlement practices as outlined in IC 27-4-1-4.5, most notably Sections (4), (5), (6), and, by default, (7).

  

  Business response

  09/06/2024

  ***************************** turned in a claim on June 17, 2024, with a date of loss of June 14, 2024, for storm-related damage. He advised that after the storm he had water spots in his garage and a ceiling in the stairwell area. ********************************* contacted ************* and set up a roof inspection with ***** Claims ********* ***** Claim Services inspected the roof on June 26, 2024, and sent their findings to Indiana Farm Bureau Insurance. They noted that there was one missing shingle on the back slope of the roof. An estimate was prepared for ************** for the missing shingle along with the interior water damage.

  The estimate was relayed to ************* and at that time he advised he wanted his own inspection to be done and inquired about disputing the findings. ******************** provided ************** with the Conflict Resolution Link. The link is sent to an insured or contractor so they can provide us with video or photo documentation showing additional damage or damage that they believe was missed. ************** submitted information via the link, and it was reviewed. ************** included a picture of a ripped pipe boot and a possible missing shingle on the garage. The ripped pipe boot was wear and tear and not included in the estimate. However, we did update the estimate to add an additional shingle.
  
  At this point, we have advised the insured and his contractor that we are willing to review any additional information that they have in regard to this claim and that a reinspection of the roof is not warranted at this time. 

  Thank you for allowing us to respond to these concerns.

• Initial Complaint

  09/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been double charged for car insurance. I paid with a check (which has been cashed and I have a copy of) and then I was also charged via automatic payment, which I have never signed up for and which has not been authorized. The office staff even stated that automatic payments have never been on my account.I have provided documentation of both amounts being paid to Farm Bureau and I am told I need to dispute the charge with the bank. I already did that and the bank has the tracking information that it was paid to Farm Bureau. It has been two weeks and I cannot obtain a refund. I keep being told Farm Bureau cannot find the money.Is someone embezzling from Farm Bureau? I need advice on how to get my money back. ***************************

  Customer response

  09/12/2024

  I have received my payment, in full, from Indiana Farm Bureau Insurance. They stated they had found both payments. It is resolved from my perspective. ***************************

  

  Business response

  09/17/2024

  Thank you for the opportunity to address the concerns expressed by *** **************************;regarding a duplicate payment made on her account with ********************** Farm Family Mutual Insurance Company, dba Indiana Farm Bureau Insurance. **************** has been working with our local office regarding this matter and we discovered what occurred to cause this duplication of payment. We implemented a new payment system at the time of her August 15, 2024, payment. At the time the payment was made, it was erroneously processed as both an ACH and a check deposited into the bank, therefore, charging her account twice. We apologize this occurred and how long it took to uncover the issue. Those involved in this situation were provided additional training.

  The duplication of funds in the amount of $585.00 was sent back to *** ******* account. An apology letter was also mailed to **************** for the loss of time and work she had to do to continue to get this matter resolved.

  Customer response

  09/17/2024

  Better Business Bureau:

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

  Regards,

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

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had Farm Bureau Insurance on my automobiles. I pay monthly. ****** for 2 vehicles. Their insurance went up. I paid a year membership that was still good till July 2024. I knew I would loose money there. I canceled on the 3rd of March. My payment comes out bank draft. I asked my local office to stop the bank draft. I have new insurance. She said there was nothing she could do. That I would be refunded by check?. The bank wanted $35.00 to stop payment. I'm disabled on a low budget. So I've waited on the refund. It been 14 days today. March 17 2024. Today I got in touch with a person affiliated with the company. Several people. One stated while recording call. A check was issued. For $18.00. I said that is not acceptable correct amount $167.00. She said it was for back pay??. It was not. Now why the woman at my local office did not say anything about this when I canceled??. I have no idea. I want my full refund. And they can keep the membership money. This is observed. My next complain go to the ******************************* Thanks for your help from The BBB.

  Customer response

  05/17/2024

  I sorry I filed a inaccurate date in my information sector. The proper dates all corrospond to May of 2024. Thank you for allowing me to make this correction. 

  

  Business response

  05/23/2024

  Hello,

  Please find the attached response to ****************** complaint. Thank you.

  Customer response

  06/21/2024

  I am not satisfied with the closing of the complaint. I have been in the process of moving into a new home, without internet. I'm finally able to make a response now. I received a check in the wrong amount for $18.61 from farm bureau insurance company. Check #********. This amount should have been for $164.42. A whole months premium. This is absurd. And their excuse is unacceptable. They said the reason was for a payment missed. That payment should have never been missed. It was setup as bank draft, the minute I signed up for farm bureau insurance. Now their error has cost me $275.42 for auto insurance for the month of May. How many others have this company done this to?. I want my total refund, for the May premium they took out. Not this $18.61 check they have sent, dated May 15th. 2024. For a disabled person, on a fixed low income budget. This is wrong. If you need anything more?. Feel free to contact me. My address has not changed yet. Due to the **** Needing 2 documents for proof. I have the same phone number **********. And same email. ******************* Thank you for your help.

  Customer response

  06/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I am not satisfied with the closing of the complaint. I have been in the process of moving into a new home, without internet. I'm finally able to make a response now. I received a check in the wrong amount for $18.61 from farm bureau insurance company. Check #********. This amount should have been for $164.42. A whole months premium. This is absurd. And their excuse is unacceptable. They said the reason was for a payment missed. That payment should have never been missed. It was setup as bank draft, the minute I signed up for farm bureau insurance. Now their error has cost me $275.42 for auto insurance for the month of May. How many others have this company done this to?. I want my total refund, for the May premium they took out. Not this $18.61 check they have sent, dated May 15th. 2024. For a disabled person, on a fixed low income budget. This is wrong. If you need anything more?. Feel free to contact me. My address has not changed yet. Due to the **** Needing 2 documents for proof. I have the same phone number **********. And same email. ******************* Thank you for your help.
  
  Regards,
  
  *************************

  
  

  

  Business response

  06/25/2024

  Please see the attached letter in response to **************.

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife was in a car accident with one of Indiana Farm Bureaus Insureds. It has taken over a week to get into contact with her person handling the claim. The first one never called back and she was given a new person, with the same result. We have five children and wife without a vehicle. They tried to give her a small car while she waits to see if work will be done on her suburban or it will be considered totaled.

  

  Business response

  04/30/2024

  Thank you for the opportunity to address the concerns of ***********************. On April 18, 2024, ********************* was involved in an auto accident with our insured, *****************************. This loss took place in **********, ********. Due to licensing requirement in the Commonwealth of Kentucky, contact with ************** is being handled on our behalf by ******** Company. On April 24, 2024, ******** Company contacted **************,confirmed the facts of the loss and arranged for an inspection of her vehicle and a rental car. On April 25, 2024, our company authorized a large SUV rental for **************. Indiana Farm Bureau Insurance is currently awaiting the appraisal report on Ms. ****** vehicle and once received we will continue to process her loss. 

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started an insurance policy Jan of this year. I paid a premium to start my account via debit card. During this time I agreed to do automatic payments for the 5th of each month for ****************** My first automatic payment was Feb 6 for $184.04. I tried calling multiple times to ask why it was less than what I agreed on couldnt get through to my agent ***. **** nor her assistant. Not to mention for the first week I never had proof of car insurance and for the first month I wasnt even sure if my home was protected due to lack of communication and no documentation provided. My second automatic payment (3rd total payment) was Mar 5 for $281.16. At this point it was more reasonable so I didnt even bother calling. Well come week 2 of Mar I got an email stating they were going to be automatically pulling $435.58. I then decided there has been too much inconsistency and way too much lack of communication to pay that much so I scheduled to cancel the policy for Mar 31st. Started w/****. I have called G-field location multiple times and Indianapolis as they were the ones that cancelled my policy. I emailed ***. **** Mar 29th stating Im ENDING services. I then contacted corporate Mar 31 at 9:20am to confirm my policy was canceled and to make sure they werent going to pull money automatically. The lady said she took my info out of their automated system so there was no way. Well today Apr 5 I had $236.05 pulled from my account. Called ****** location they FINALLY got ahold of ***. **** and I talked to her she was unsure why I got money taken out as everything was closed. She requested that I gave her until the end of the ********* will call me back. Long back & forth story later she never called me back and I called corporate AGAIN. He informed me my stuff was NEVER pulled from the automated payments. However, it was canceled. Since it was canceled I need to contact my bank. He also informed me my homeowners hasnt been paid since Feb 19! WHY?! Im on auto payments.

  

  Business response

  04/16/2024

  Thank you for reaching out to Indiana Farm Bureau Insurance with your concerns. Please see the attached document.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My wife and I were privately covered by *****. -I requested, via email to *************************** to cancel my policy on 8/11.-I did not receive a reply from ***** until 8/23.-After back and forth, I submitted official cancellation form on 9/3. Communication specifically was with ************************ <********************************************************>-Again, after submitting the official cancellation form I never heard back from *****. I emailed ***** on 9/7 asking for confirmation of cancellation form...again no reply. -I tried calling several times after and was not able to connect with anyone to provide answers. -During this whole time, I was charged $68.35 and $74.52 on 8/15 by ***** and $72.68 by SBLI on 8/16 and $54.45 by SBLI on 8/28. -After my tribulations and automatic payments still being processed, I called my bank (UMB ********************** to block any further payment processes from these entities.-In addition to the unlawful charges on 8/15, 8/16, and 8/28, my credit rating has been negatively impacted because I believe ***** sent me to claims. Most noticeably, my credit rating dropped by 42pts in the last two months, with no other life or negative financial events occuring personally.-Thus, I am seeking reimbursement of $142.87 (=68.35+74.52) and a re-adjustment of my credit rating.Thank you.

  

  Business response

  04/16/2024

  ****************:
  
  Thank you for reaching out and sharing your concerns. I apologize for the experience youve had.

  We first received your email Aug.9, 2023, requesting to cancel your life insurance policy. Regrettably, we did not respond until Aug. 23, 2023. At that time, we sent you the surrender form and informed you that we needed a handwritten signature on the surrender form.We do not accept electronic signatures, as we cannot authenticate/validate them. This is to protect our customers. We received the surrender form on Sept.3, 2023, however, it still had an electronic signature.
  
  We have yet to receive the form with your handwritten signature, but since you stopped the *** payments from the bank, the policy has lapsed and is no longer in force. Since you requested not to pay the September 2024 payment, there was no reason to report it. United Farm Family Life Insurance did not report anything to a credit bureau.
  
  Your policy ending in 492 is no longer in force and we cannot find any additional policies associated with your account.
  
  We apologize for the inconvenience this caused and are refunding one month of premium to you, totaling $68.35.
  
  ***************************
  Life and Annuity ************************ Director 

  Customer response

  04/18/2024

  Better Business Bureau:

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

  Regards,

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

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Feb 20th I was rear ended (in my mothers vehicle) while parked by a lady that is insured by Indiana Farm Bureau. We filed the claim February 22nd to Indiana Farm Bureau. The claim adjuster never reached out to us so on 2/26/24 I emailed *************************** the adjuster and let him know I would be getting and sending the estimate over 2/29/24. Once we got the estimate I emailed it to him. I also told him I would have medical bills. At that point he told me they would still be investigating the situation because an accident at that rate of speed shouldnt cause injuries and the damage done to the insured vehicle wasnt bad enough to cause injury but at the time he hadnt seen the vehicle I was driving (which had a cracked bumper from the impact) I was in a sedan and she was driving a pick up truck. He proceeded to tell me they arent taking responsibility for my medical bills so use my own personal insurance. Its been over a week since *** sent the estimate to ***** and he still hasnt sent the money to get the vehicle fixed or hasnt called with any updates. Last I heard 3/6/24 from his supervisor **** was he was waiting to hear from the repair shop with photos of the vehicle and the estimate. I spoke with the repair shop and he explained that he sent all that stuff over 3/7/24 and today is now Monday 3/11/24 still no word from the adjuster *****. I had requested to speak with his supervisor because ***** was absolutely rude while speaking with my mother on 2/29/24 accusing I dont have injuries from the accident and saying they arent taking responsibility for the medical bills. My son had bruised ribs from the accident from the seatbelt he was seen and had to get X-rays. ***** also asked my mother why she wanted the check issued to her directly and asked is she planning to not get her vehicle fixed! Which is absolutely none of his business! Its terrible we were hit and they are acting like we did something wrong! Poor customer service!

  

  Business response

  03/14/2024

  Thank you for the opportunity to address the concerns expressed by Ms. ****************** regarding her loss that occurred on Feb 20, 2024,with *********************.
  On Feb. 22, 2023, the loss was reported to our company. Claims Representative *************************** contacted our insured driver, *********************, and confirmed she rolled into ****************** mothers vehicle at a drive-thru. It was reported that there were no injuries and the damage to each vehicle was minor. 
  On Feb. 26, 2023, ******************** received an email from ***************** and confirmed her contact phone number. He spoke with ****************** on Feb 29, 2023, and confirmed the loss facts. ****************** advised she would be seeking medical treatment, so ******************** encouraged her to contact her insurance company for a Medical Payments claim. ******************** also spoke with ********************** mother concerning the damage to the car and explained that to make a payment for the damages, he needed a complete copy of the full estimate,not just the summary page. Replacement of Ms. ******** car seat was also discussed.
  On March 4, Claims Manager ********************* spoke with ***************** and reiterated that we needed a copy of the full repair estimate before we could make a payment. **************** advised that ******************** had contacted the body shop for this information but had not received it. ****************** forwarded information on her car seat to **************** the same day.
  On March 7, ******************** received a complete copy of the estimate of damage to the vehicle ****************** was driving at the time of loss. Payment was made to the vehicles owner the same day, and a separate payment was issued to ****************** for her car seat on March 11, 2023.
  Thank you for the opportunity to address ********************** concerns.  

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Under someone elsethey took out 3 premiums before I questioned it. I dont have nor have $95. / month for life insurance. Someone should have checked it out-no policy was ever rendered nor were there any required signature. Now they want me to sign off on some bogus premium to get SOME of my money back. I did not order it. Swear to you.

  

  Business response

  03/05/2024

  Hi *****,
  
  I appreciate you reaching out to United Farm Family Life Insurance Company. I apologize for the delay in filing your policy not taken and any inconvenience it caused. I will file your policy not taken and all premiums will be refunded to you.

  If I can be of any further assistance, please let me know.

  Thank you,
  ***************************
  Director of Life & Annuity Customer Support Services

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used this company for homeowners insurance on 11/27/23 I informed them in writing I was switching to a new agency and I was due a refund for two months I already paid for $170. The policy ended 12/1/23 I called and confirmed it was canceled. They have given me three separate dates in the refund check to my escrow but my escrow has not received it nor have I or my bank. I have left over two dozen messages and emails and am disabled and getting no resolution. The check needs to be reissued with mail tracking and sent to my escrow bank asap.

  

  Business response

  02/16/2024

  **************,

  Thank you for reaching out with your concern. According to our records, the refund was processed and mailed on Dec. 29, 2023. We were able to confirm that the check was cashed by ********************* and after an error was rectified applied to the correct loan. First ************** stated that they were able to reach you to explain their error. We consider this matter resolved, but you may reach out again if you need further assistance or have additional questions. Thank you. *** in Public Relations.

• Initial Complaint

  01/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was involved in an accident that was not my fault on September 2, 2022. Farm Bureau paid for my car to be fixed; however, in order to have my car released, I had to pay my $500 deductible. Farm Bureau owes me $500. I made numerous calls to *********************** and she informed me that the incident was in subrogation. After about a year ***** referred me to ******************************* who is the contact for the subrogation. I have placed three calls to ********* and she has not returned any of my calls. The resolution is for Farm Bureau to send me a check for $500, or, at the very least, to let me know how much longer I should wait to receive the money owed. I have waited 16 mouths with no end in sight and this seems like an inordinate amount of time. My policy number is ********** and the claim number is **********.

  

  Business response

  01/26/2024

  On Sept. 2, 2022, ****************** reported that she was involved in an accident with another driver who had made an improper lane change into her vehicle. The police report confirmed the facts as presented by ******************. Unfortunately, the insurance carrier for the other party denied liability of their insured driver and would not handle ******************* claim directly.  In December 2022, Indiana Farm Bureau Insurance handled ******************** claim and paid for her damages less her $500 deductible. The file was then transferred to our subrogation team to pursue our payment and ******************** deductible from the other carrier. Because the other carrier is a member of intercompany arbitration, both companies have agreed to resolve the dispute through this forum. At this time, we do not have a resolution on this file. In order for our company to refund ******************** deductible, we must first be successful in winning our arbitration case against the other carrier. We apologize for the delay, however, since this case is one of disputed liability, we must wait until there is a decision rendered through intercompany arbitration before any deductible is returned to ******************* 

*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. ↩