Kentucky Farm Bureau

One of Kentucky, Farm Bureau‘s clients hit my vehicle. It took the adjuster over two weeks to get back to the dealership to give approval for my car to be repaired. In the meantime the cost of this repair, and the cost for a car rental is being calculated daily. It is unnecessary for this cost to be high, because if she would have contacted the dealer to get my car repaired, we would’ve already been done. KFB does not care how much money they have to pay when it comes back to the insured just ridiculous

The letter
addressed to *** *** regarding the above referenced file has been forwarded to me for a responseOn Thursday, June 19, Ms*** *** called the Broadway Agency to request a quote for Homeowner’s InsuranceShe spoke with *** ***, our Customer Service Representative, Who completed the Property Questionnaire during this exchangeThe questionnaire is a standard protocol that the Company uses to properly document all Homeowner’s Quotes, and it contains the customers pertinent information as well as details on the risk they want to insure
In addition to the questionnaire, we also access the Property CLUE Report, which provides a detail of the claims history on the propertyThis report allows us to properly underwrite the risk by confirming the repair of any and all prior damage to the risk in question, based on claims paid by previous insurance carriers
Once the questionnaire was completed, Ms*** was advised that her request would be delivered to an agent, who would go out and inspect the property, and call her back with a quoteI received the questionnaire and the Property CLUE report the same dayIn reviewing the CLUE report, I noted that a claim was paid by *** *** for roof replacement, for loss date April 28, This was the date of a massive hail storm in the Louisville area, which also affected several thousand Kentucky Farm Bureau members county-wideAs a result of this storm, and the many claims we have paid from it, I’ve inspected many roofs in the area in order to confirm their proper repair and replacement
The following day, June 20, I inspected Ms***’s property at *** *** ***Ms***’s home is very neat and obviously well-kept; however, upon closer inspection of the roof, I noticed that it showed some wear that is not consistent with a roof that was replaced just two years priorAs a reference point, there were several other properties on *** that also had new roofs as a result of the April hail stormEven ***, the next-door neighbor, appeared to have a roof that was recently replacedThe appearance of the shingles between these adjacent properties is very dissimilar
After my visual inspection and photographs of the property, I returned to the Agency and completed the quoteAs Ms***’s roof appeared to be older than two years (despite the paid hail claim in 2012), I completed the quote with the Kentucky Fair Plan Reinsurance service (“The Fair Plan”), as it is the company’s protocol for those risks that do not meet Kentucky Farm Bureau’s underwriting guidelines regarding improper maintenance/repairs for claims paidPer the CLUE Report, the customer was paid to replace the roof, and the roof did not appear to be replaced
The total annual premium for The Fair Plan quote came to $1,At approximately 12:pm the same day, I called Ms*** to confirm this quote with herDuring this exchange, I advised her that the quote was completed with the Kentucky Fair Plan based on the appearance of the roofShe stated that the roof had been replaced after the hail storm, and that she disagreed with my assessmentThe phone call ended, and I assumed that Ms*** was not interested in purchasing the quote as she did not indicate that there Would be any further discussion of it
Surprisingly, about minutes after the phone call completed, Ms*** comes to the Broadway Agency and requests to meet with meI did so, and we continued the discussionI produced the written quote and reviewed it with herWe also discussed my assessment of the roof, and the basis of that assessment
I advised her that based on my visual inspection of the roof and my vast experience with these types of inspection, her roof did not appear to have been replaced in the last two years since the hail stormShe stated that it had been replaced, and I asked her if she had received a Completion Certificate from the roofing company or the contractorShe confirmed that she did “have some paperwork”, and that she could submit it to me for reviewShe also asked about possibly having an independent inspection to confirm the status of the roofI advised her that as a licensed Agent, I am solely responsible for recommending all risks for Kentucky Farm Bureau Mutual Insurance Company to insure, and that I could not do so without documentation that the roof was properly replaced
However, after further discussing the quote amount, she stated that her current insurance costs much less than the quote I provided, and that she would just retain her current carrierThe conversation ended, we exchanged greetings, and She left the Agency
As someone who was born and raised in this neighborhood, I understand the importance of professionalism, transparency, and fairness in dealing with ALL customersWe make every effort to make each of our customers and members know that their business is appreciated, and we will continue to do soMs*** was received and treated with this same respect and professionalism
*** ***
Agency Office Manager

Revdex.com:
I have reviewed the 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
Regards,
*** ***
There are parts of the statements that are true, however the part about bringing the paperwork in order to go to the next step isnt trueIf it was stated to bring the paperwork for proof that the work was actually completed wouldve been the professional thing to doWhen you state to a person that they have been issued insurance money to replace a roof, and you do more than imply that the person did something else with the money is more than degradingThat isnt acceptable behavior from any company, and will not be toleratedMy roof is two years old, and the insurance money I received from *** *** went towards having the brand new roof put on my homeMy next door neighbors roof isnt my concern, however they received more money to get a differnt quality of roof, thats not comparableIf you look at my neighbor on the other side whos roof wasnt fixed, it clearly shows the comparsion of what a new roof looks like.
If you believe that your behavior was acceptable and you dont believe that you couldve handled this case better even after these things have been pointed out by a potential client that saddens meI only hope that the neighborhood that you service gets the treatment that others recieve in from your other locations in different neighborhoods