North Carolina Farm Bureau Insurance Agency (Headquarters)

Farm Bureau has failed to refund my money in a timely manner.I cancelled my auto insurance policy with Farm Bureau in December 2015. I had to call them twice because Farm Bureau failed to send the email form to cancel my auto insurance policy with them the first time. When they had finally emailed the form to me, I mailed the form back that verified the cancellation of the auto insurance policy. Farm Bureau said that it would be a couple of weeks after they received the form before the refund would be sent. I called Feb 11th to see when the money would go back into my account, and to verify that it would be the full amount of 181.16 (97.68-debited from my acct in Jan. 2016 after I had already cancelled, and 83.48- debited Feb 2016 after I cancelled). I was told to check back mid week (the week of 2/15/16)- that the money should be refunded by then and it would be the full amount. I checked my account Thursday, Feb 18th, to find that the money wasn't refunded as promised. So,I called yesterday to find out what happened. The Farm Bureau representative said that the refund would not be sent the until 2/26/16, and not for the full amount. I let the rep know that their failure to process the refund as promised was creating problems for other financial obligations, and that I felt mislead. The rep stated that every [redacted] was a part of the rules given by their home office, I asked to have someone from the home office when I had learned of this. No one from the home office called me back. I am frustrated at being mislead about the misrepresentation of service by Farm Bureau.Desired SettlementI want my full refund of 181.16 from Farm Bureau immediately.Business Response February 26, 2016Revdex.com Serving Eastern North Carolina5540 Munford Rd., Ste 130Raleigh, NC XXXXX-XXXXRe: Case No.: XXXXXXXX Insured: [redacted] Policy No.: AP XXXXXXXTo Whom It May Concern: This letter is in response to the correspondence dated February 20, 2016 regarding auto policy, AP XXXXXXX. On January 19, 2016, Ms. [redacted] signed a request to cancel her policy effective December 23, 2015. The request was received in our home office on February 2, 2016. In error, the policy was cancelled with an effective date of January 19, 2016 producing a refund for $106.44. The refund was mailed on February 24, 2016 to the address on file at [redacted] XXXXX.In responding to this issue, the cancellation date error was discovered. The correction has been processed and a refund in the amount of $74.72 will be mailed on February 29, 2016. If I may offer any further assistance in this matter, please contact me at (XXX) XXX-XXXX or at [redacted]@ncfbins.com. Unless otherwise notified, we will consider this file closed.Respectfully,NORTH CAROLINA FARM BUREAU MUTUAL INSURANCE COMPANY, INC.[redacted]Customer Service Representative

We had a fire at our home on 12/1/15. Our agent has been wonderful, however a particular customer service rep name J[redacted] who works at the District Claims Office in Durham, NC is VERY rude, unprofessional and prejudice. I have had three encounters with her having to either pick-up or leave documents/information for our agent and each time, she has been very rude and disrespectful. Our agent left an envelope for us to pick up today, January 28, 2016. I phoned the office to see if it was available to be picked up. J[redacted] answered the phone (she knows my name because it is quite unique) and put me on hold for 3 mins. 48 seconds. I hung up and called back and spoke with C[redacted] who told me in less than a minute that the envelope was ready. I asked C[redacted] to tell J[redacted] that she put me on hold intentionally and refuse to come back to the phone. This woman does not need to be working customer service because she has no personality whatsoever!! I don't understand why companies allow these type of people to even work the front desk. Don't they know that they will encounter various types of people?? She doesn't care because she is allowed to get away with it. I hope someone from the company reads this customer complaint and does something about it because I'm sure they know who I'm referring to. I'm rating my experience with the business as positive but on an individual basis, it would be negative. Thank you.","pos-1

Accepted full liability of the accident andnot fulfilling it.On 7/2/2015 around 4.45 pm our vehicle ([redacted])was hit at the back by another vehicle ([redacted]).NC Farm Bureau accepted full liability of the accident. Police Report No.[redacted] of 7/2/2015-[redacted] Police Dept. We found the following damages on the[redacted] at the impact of the accident. The [redacted] had to be towed because of extensivedamage in their front side of the vehicle.[redacted] damages are:1. Number plate bracket broken2. Back up sensor (Guardian alert is broken)3. Hitch is broken4. Total break failure - vehicle not driveable5. All the meter/gauges on the dash board dysfunctional6. Air condition blower in side the vehicle dysfunctional7. Sign showing "SERVICE FOUR WHEEL DRIVE" on the dashboard.On 7/9/2015 our vehicle ([redacted]) is towed by the NC Farm Bureau to [redacted] and we were given with a rental vehicle from [redacted].On 7/20/2015, although nothing has been done on our vehicle, [redacted] asked us to return the rental vehicle. We sent (email) to NC Farm Bureau and [redacted] that we will not be returning the vehicle until and unless our vehicle is repairedand brought back to us. On 7/24/2015 (today) [redacted] Rent a Car again telephonically harassed us to return the vehicle, while nothing has been done to our vehicle - no response from NC Farm Bureau. We want to report this hegemony of the insurance Company Farm Bureau after accepting full liability of the accident. We need our vehicle to be in the same condition prior to the accident. We did not wish this accident to happen.[redacted]A concerned NC Driver.[redacted]Desired SettlementMy vehicle should be brought back to us, in the same condition prior to the accident.Business Response Our policyholder was involved in an accident with Mr. [redacted] on July 2, 2015. As a result of this accident, we are attempting to settle a property damage claim with Mr. [redacted]. Mr. [redacted]'s [redacted] sustained minor damage to the rear of the vehicle. He elected to take his vehicle to [redacted]. A company appraiser inspected this vehicle on July 14th. An estimate in the amount of $534.61 for accident related damage was prepared. The assigned adjuster has spoken with the auto technician at [redacted] concerning the list of damages provided by Mr. [redacted]. His opinion was the same as ours, these items are not related to this particular auto accident. The auto technician further advised of prior faulty repair work done to this vehicle as well as the brake system being rusted due to age and wear. Our company agreed to pay for 12 days of rental for Mr. [redacted]. This is more than a sufficient period of time for the accident related work to have been completed. If you have any further questions, please feel free to contact me. Consumer Response No payment has been received by us. NC Farm Bureau arranged our vehicle to be towed away to [redacted] and has not been returned yet. We insisted for [redacted] because they were the dealership and from whom we bought the vehicle. Now it seems that they are not [redacted] dealership and the technician, I doubt, is not specialized in [redacted]. We have six defaults in our vehicle because of the accident and break failure is just one of them. We need a certified [redacted] Specialist to look into the vehicle and assess the damages. We did not want somebody to hit our vehicle and we have documents to prove that our vehicle was in perfect condition prior to the accident. Somehow, the Adjuster of NC Farm Bureau is non-responsive to emails and requests. We do not require any monies, but our vehicle needs to be repaired and brought back to our premises where they took it from. And the rented vehicle is kept by us till the time they bring back our vehicle, repaired.Final Business Response NC Farm Bureau did not authorize the towing of Mr.[redacted] vehicle or select the repair facility. The adjuster's file is thoroughly documented with contact between him and the adverse party. The adjuster's file reflects a phone conversation on July 15th advising the adverse party of the payment being made. The adjuster attempted contact with the adverse party following receipt of this latest complaint to discuss the missing check, he was hung up on by the individual that answered the phone. We would be glad to look at any additional information the adverse party would like to submit, but our opinion of the accident related damage has not changed at this time. Considering this, we do not intend to pay for any additional rental beyond the 12 days we agreed to, or any storage fees that may be charged by the repair facility.

Today at 1:09 PM
My name is [redacted]. I live in Statesville, NC. I have been a faithful customer of Farm Bureau Insurance Company in Mooresville for many years. Due to a recent storm in our area, I have damage to the roof of my house. I called Farm Bureau and they gave me a claim number and told me that the adjuster would contact me. I did not hear from him for 3 days. I tried repeatedly to contact him. Finally, 5 days later, I finally reached him. His name is [redacted] He told me that he would be out the following Monday at noon. I had to work, so my best friend came to the house to be there. I also contacted my roofing company, so they could be there at the same time and could look at the roof with the adjuster. Mr. [redacted] showed up at 9:30 and was only at my house for 10-15 minutes. He got his ladder out and looked at the roof, but told my friend that the pitch was too steep and would not go up there. He left shortly after that. I called my roofers and told them not to come because the adjuster did not come at the prescribed time. I waited 3 more days for any word from [redacted] and there was none. I called him the next day and he gave me some story about his internet being out and he would get back to me. Again, more days passed. I contacted him again. He gave me the same story about not being able to use the internet to get the bird's eye view of my house. He told me that once he did that, he would send it to someone somewhere and would get an answer to do the appraisal. Again 2 days later, [redacted] did call me and told me that the insurance company would only replace the front of the roof of the house. I inquired as to why because this made no sense to replace half of a roof. [redacted] was very blunt and short with his comments.
I then called [redacted] the agent in Mooresville, and told him the story of my treatment. I requested that he send our another adjuster who was able and willing to do his job. I told him that I needed a specific time so that my roofers would be able to be there as well. [redacted] said that he would get back to me the following day. Two days later, I contacted him and he said that he talked to someone in management about the adjuster and was going to contact the adjuster. I received a phone call from [redacted] again. He said that he understood that I had some questions. I asked him how he could write up an adjustment without going on the roof. He then responded and said, I did get my ladder out.
Bottom line, I have never been treated with such blatant disregard by any company EVER. I would not recommend Farm Bureau to insure a dog house. I am a very unsatisifed customer.
Thank you,
[redacted]","neg-4

I have been trying to get my insurance straightened out for 4 months. We noticed on the bill we get from the home office that they have our daughter on the wrong car. She drives a 1999 paid for car and they have her on our new car. She just turned 19 in Oct. 2015. The agent said they had it right in their system but I told him the bill comes from the home office so they are billing me wrong. He said he would look into it and we still have no answer after many calls and dropping by the office and he is never there. He has someone else working in the office but he will not help us. He says the agent started off selling us insurance and he should help us. He even told us this when we went in to get renters insurance so we still don't have any because we can not ever catch the agent in the offce. They laugh and say he isn't working as much. Then what is the other gentleman that sells insurance good for if he will not help all clients.....????????? Looking for a different company which is sad since we have been there for a long time.","neg-5

Worst and most unprofessional humans I have ever talked to. What makes it worse is I actually pay them money to get treated like this. Being cheated out of a claim, with no hard reasoning or evidence as to why, and also ignored when asking for answers with hard support to demand answers/responses. I would stay away if you want your insurance company to "insure" you. I will investigate legal action but who knows how much that could cost and if it is worth it. I guess thats a chance NCFB takes. ","neg-2

Poor communication and service on an auto accident insurance claim.On October 11, 2014 I was involved as a passenger ** a vehicle accident referenced above. I went through treatment with my Doctors and have expenses and claims that have been submitted to the Claims Adjuster with the North Carolina Farm Bureau Insurance Group - Mr. [redacted] located at Suite 443, 5171 Glenwood Ave., Raleigh, NC XXXXX. I have attempted numerous times to communicate with this company and even called a supervisor last year who had Mr. [redacted] contact me and explain that the Medicare records were slow coming. Mr. [redacted] promised me at that time that he not be as hard to reach going forward but, sad to say, the problem still exist. I sent him a certified letter on November 26, 2015 and attached the Medicare final report and requested that he send me a listing of any other outstanding information or data that he needed in that I would like to get this settled. I have not received a response nor have I received a call back on several voice mails that I and my husband have left for Mr. [redacted].Therefore, I would like to register my COMPLAINT with this company with your office and request any assistance you and your organization could provide with getting this process expedited and settled.Desired Settlement I simply want my claim worked and finalized and would appreciate some simple communication with someone in authority with this company that will take responsibility to see that this gets done. Business Response We have reviewed Ms. [redacted]' complaint and have responded to her directly.

I HAVE FARM BUREAU FOR MY BUSINESS BEEN A CUSTOMER FOR OVER 20 YEARS , MONDAY A LADY RUN INTO MY PERSONAL PARKED TRUCK , JUST SO HAPPENED SHE USE FARM TO ,. I CALLED TO MAKE A CLAIM ON HER POLICY, WAS TREATED NICE . GOT A CALL BACK FROM ADJUSTER SAID HE WOULD HAVE ANOTHER ADJUSTER COME LOOK AT TRUCK , HE WOULD CALL ME IN A DAY . NEXT MORNING I SEEN A MAN LOOKING AT TRUCK , IT WAS A ADJUSTER NO CALL NO WARNING NO NOTHING , I HAD ALREADY HAD A ESTIMATE DONE FROM DEALERSHIP FOR $2700. THEY GAVE ME A ESTIMATE OF $725 .52 , WHEN I SAID THIS IS NOT ENOUGH TO FIX DAMAGE THE ADJUSTER REPLY OH WELL... I HAVE MADE 17 PHONE CALLS SINCE THIS ONLY ANSWER I GET IS YOU HAVE TO USE THE CHEAPEST PARTS WE CAN FIND TO BAD , THAT WAS [redacted] THE HEAD ADJUSTER FINAL WORD. I STILL HAVE NOT RECEIVED A CHECK OR HAD MY TRUCK FIXED.. DO NOT USE THEM I WILL BE CANCELLING MY POLICY WITH THEM AT END OF QUARTER ","neg-1

On Dec. 29 2015, I enlisted a different insurance co. Farm bureau too high. Paid the other co monies. They assured me that I had ins, homeowners and auto but I should wait til next day to cancel other policy. I did this, in person, and also sign paperwork to that effect. It is Dec 30. Except Farm bureau to send back money for homeowner policy, which the ajent said would be done. Three weeks later my new ins. co. has not received the funds. I have recieved a notice in mail saying I owe farm bureau 49$ for a premium earned while the policy was in force. In Feb? If I left that co in dec. how do I still owe?Farm bureau has what they call a membership also. $25 per year for nothing. One of the reasons I left. Now I have to pay out of pocket for homeowners until they (Farm bureau) releases my funds. This seems pretty dirty to me I hope you can help.They're holding $845 for $49 which I don't feel I owe. They (fb) keep saying they sent the check. I doesnt take 3 weeks for a check to go anywhere in the u.s. Please help [redacted]Account_Number: XXXXXXXDesired Settlementsend check to new ins co and stop billing me for something I cannot get Service from FARM BUREAUBusiness Response February 16, 2016Revdex.com Serving Eastern North Carolina5540 Munford Rd., Ste. 130Raleigh, NC 27612-2655Re: Case No.: XXXXXXXXInsured: [redacted]Policy No: AP XXXXXXX and HP XXXXXXXTo Whom It May Concern: This letter is in response to the correspondence dated February 8, 2016 regarding the above-mentioned policies. In reference to auto policy, AP XXXXXXX, this policy was cancelled effective December 31, 2015 pursuant to Mrs. [redacted]'s request. Based on this date, the policy term was active for 29 days from December 2, 2015 until December 31, 2015. The final premium for coverage provided during these dates was $132.40. When we apply Mrs. [redacted]'s only payment of $83.03, she still owes the earned premium of $49.37. Please note that the final premium mentioned above was calculated using a "short rate" factor. As per the North Carolina Rate Bureau Personal Automobile Manual, cancellations requested by the Named Insured to be effective midterm, meaning any time other than the inception or renewal, will be cancelled using a short rate factor. This incorporates a higher rating factor/charge. These factors are supplied by the Insurance Services Office and are approved by the North Carolina Department of Insurance.In regards to the home policy, HP XXXXXXX; on January 8, 2015 we received and processed Mrs. [redacted]'s request to cancel this policy effective December 31, 2015. This resulted in a refund amount of $780.00 which was mailed to [redacted] on January 21, 2016. If [redacted] has not received this check by February 20, 2016, they can contact us directly to request that a replacement check be issued. If I may be of any further assistance in this matter, please contact me at (XXX) XXX-XXXX or at [redacted]@ncfbins.com. Unless otherwise notified, we will consider this filed closed.Respectfully,NORTH CAROLINA FARM BUREAU MUTUAL INSURANCE COMPANY, INC.[redacted]Customer Service Representative

In June, 2015 I paid my bill of more than $500 to Farm Bureau Ins. I received an email saying my payment had been rejected. So I paid again. I then requested to cancel my service with Farm Bureau. Now I am still getting charged for renters and life insurance. When I called, they said because I had not specifically stated each policy I wanted to cancel, I was still getting charged. They refuse to refund me. Why would I have wanted to keep any policy with them after the customer service experience I had? And now this? Is the lack of fairness because I am a woman?Product_Or_Service: InsuranceAccount_Number:[redacted]Desired SettlementThey have charged me at least $72.90 since June (24.30 a month). I want that money refunded. Business Response September 8, 2015Revdex.com Serving Eastern North Carolina5540 Munford Rd., Ste. 130Raleigh, NC 27612-2655Re: Case No.: [redacted]Insured: [redacted]Policy No:[redacted]To Whom It May Concern: This letter is in response to the correspondence dated September 2, 2015 regarding the above-mentioned policy. Per Ms.[redacted] complaint, she requested her home policy, [redacted], be cancelled effective June 23, 2015. She alleged that North Carolina Farm Bureau has withdrawn payments totaling $72.90 for her homeowner policy, since that date. However, the last payment received on this policy was April 18, 2015 for $28.00. The insured processed that payment online with a [redacted] ending in [redacted]. The correspondences provided by both Ms. [redacted] and the agent, [redacted], are both in reference to an automobile policy only. On June 24, 2015 a signed cancelation request was received by the agent for the automobile policy, [redacted]. This request was received and processed by the home office on July 13, 2015. A refund of $104.85 was mailed to the insured on July 27, 2015. On September 2, 2015 a signed cancelation request to cancel the homeowner policy effective June 23, 2015 was received by the agent. The cancelation was processed on September 3, 2015. A refund of $16.00 will be mailed to Ms. [redacted] within the next 7 days. Our research has concluded that the withdrawal of $72.90 from Ms.[redacted] bank account was for her Life insurance policy. Life policies are serviced through Southern Farm Bureau Insurance Company. We have been informed by the agent that Ms. [redacted] has signed a cancelation request for her life insurance policy effective September 4, 2015. If I may be of any further assistance in this matter, please contact me at (919)[redacted] or at [redacted]. Unless otherwise notified, we will consider this filed closed.Respectfully,NORTH CAROLINA FARM BUREAU MUTUAL INSURANCE COMPANY, INC.[redacted]Customer Service Representative Enclosurescc: [redacted]Consumer Response That is a perfect response and I appreciate it. Thank you. Final Consumer Response

I canceled my auto insurance with them after 1 month.
Normally, this is done over the phone. But this company required me to come in person, which I find inconvenient. I had to waste 1 hour of my time.
After cancellation, they charged me 10% of the total 6 months premium as an early cancellation penalty. I had to pay them $110 just to cancel my insurance that I had for 1 month only !!!!!!
No other insurance company that I'm aware of adopts this practice.
I wasn't warned about this cancellation penalty when I signed my cancellation request.
So, I feel it's my duty to advise the new customers about these pitfalls that they may encounter with this company.","neg-3

In August of 2015 I received a quote to add my 16 year old as a driver. I was quoted $180.00 a month by [redacted] of the [redacted] NC location. In January of 2016 I received a bill for $1800.00. Assuming this was a computer error I went to the office and Ms.[redacted] told me that it was not a mistake and I would have to pay this bill. I told her that was not what we had agreed upon previously and that their was no way I could pay that. I had to pay $296. that day to have insurance and she said she would look into it. Several weeks later she told me that was in fact what I would have to pay. I found another insurance company that gave me a quote similar to the first one that I was given in August 2015, so I switched insurance companies Febuary 22 2016. I spoke with Ms. [redacted] in April about this bill that continues to come to me and she said they did not receive my cancellation notice. So I gave her another copy of it, and assumed this would be the end of it. The bill continues to come and I cannot get this resolved.Desired SettlementI would like to know that this bill is not something I owe, and to have the peace of mind knowing that it will not be held against me.Business Response August 11, 2016Revdex.com Serving Eastern North Carolina5540 Munford Rd., Ste. 130Raleigh, NC 27612-2655Re: Case No.: XXXXXXXXInsured: [redacted]Policy No: AP XXXXXXXTo Whom It May Concern: This letter is in response to correspondence received August 8, 2016 regarding earned premium remaining due on automobile policy, AP XXXXXXX. The six month premium for the policy term of November 2, 2015 to May 2, 2016 was $522.42. We billed for the first of three installments on September 26, 2015 in the amount of $177.17, which included a $3.00 service fee. We received payment of $177.17 on October 19, 2015.On September 29, 2015, we processed a change request to add a 2015 Kia effective September 15, 2015. This change created a $71.00 bill for the increase on the prior term from September 15, 2015 to November 2, 2015. The change increased the premium for the November 2, 2015 to May 2, 2016 term by $312.14, increasing the overall premium to $678.49. The increase in premium on the current term was spread amongst the unbilled installments, thus increasing the second and third installments by $156.07.On October 12, 2015, we processed a change request effective September 18, 2015 to add [redacted] as an inexperienced driver. This change increased the prior term for September 18, 2015 to November 2, 2015 by $255.08. The premium also increased for the November 2, 2015 to May 2, 2016 term by $890.68, which increased the overall term premium to $1569.17. The increase in premium on the current term was spread amongst the unbilled installments, thus increasing the second and third installments by $445.34.On December 17, 2015, we billed for $1074.63 with a due date of *anuary 7, 2016. This bill included a brought forward amount totaling $296.08, which consisted of the $71.00 for adding a vehicle and $225.08 for adding a driver on the prior term, and the second installment amount of $778.55. We received a payment of $296.08 on *anuary 4, 2016 which was applied to the brought forward amount billed with the second installment. Since the total amount due was not paid, we billed for the difference of $778.55 with a due date of *anuary 25, 2016.On *anuary 13, 2016, a change request was processed effective *anuary 1, 2016 to decrease the property damage and UM property damage limits on the vehicles. The change decreased the premium for the November 2, 2015 to May 2, 2016 term by $304.08, which changed the overall term premium to $1265.09. The credit amount was divided equally between the outstanding bill and the remaining unbilled installment, thus decreasing each of these installments by $152.04. The second installment was rebilled reflecting an adjusted premium due amount of $626.51 with a new due date of February 3, 2016.When the payment was not received by the due date of February 3, 2016, we mailed the insured an intent to cancel letter giving a final due date of February 24, 2016. Since the payment was not received by the final due date the policy was canceled for non-payment effective February 24, 2016. On April 12, 2016, the insured contacted her local office stating that she wanted to cancel the policy effective February 23, 2016. This request was processed on May 6, 2016. In conclusion, the adjusted premium for changes requested on the prior term totaled $296.08. A payment for that amount was received; thereby paying the term of May 2, 2015 to November 2, 2015 in full. The final adjusted premium for the policy period of November 2, 2015 until the requested cancellation date of February 23, 2016 was $939.72. A $3.00 service fee is charged for each installment amount billed, resulting in a total amount owed of $945.72. A payment of $177.14 was received and applied to this amount, leaving earned premium owed of $768.58.If I may offer any further assistance, please contact me directly at (XXX)XXX-XXXX or at [redacted]@ncfbins.com. Unless otherwise notified, we will consider this file closed. Respectfully,NORTH CAROLINA FARM BUREAU MUTUAL INSURANCE COMPANY, INC.[redacted]Customer Service Representative II