Insurance Companies
Grange Enterprise Companies, including Grange and Integrity InsuranceComplaints
This profile includes complaints for Grange Enterprise Companies, including Grange and Integrity Insurance's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 66 total complaints in the last 3 years.
- 18 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:04/02/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Auto collision occurred 10/2024. Grange insured driver was at fault. I have two estimates for damage repair (one around 1800 and the other around 1600). Grange wants to pay me only 600 and not the full amount to repair the vehicle.I am simply asking to receive all of the funds so I can get the repair done at the shop of my choice. This dispute has continued on for six months now.
Business Response
Date: 04/09/2025
Good Afternoon,
Attached is our Response to ********************** (#: ********)
If you have any questions, please let me know.
Thank you,
****** *********
Claims *** Business Manager
Phone: ************
Email: ***************************************************************
Initial Complaint
Date:03/13/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Subject: Claim for Damages and Unfair Handling by Grange Insurance
On January 5, 2025, while I was safely in my home, ***** *****, who is insured by Grange Insurance, collided with my BMW during a Level 2 snow emergency. To add to the gravity of the situation, a police officer was already present on the street, and the entire accident was recorded via body cam, leaving no room for dispute. While the damage to my vehicle is glaringly obvious, Grange Insurance has shown a complete lack of cooperation and, frankly, disrespect.
I am extremely disappointed by how Grange has handled this claim—refusing to step up and take accountability for the damage caused by their insured party. Their customer service has been not only uncooperative but also rude, which has only added unnecessary stress to an already difficult situation.
One of the key issues is Grange’s rejection of my claim for depreciation and diminished value. It is clear to anyone familiar with the car market that once an accident is reported on a vehicle’s history—especially one as significant as this—it will significantly lower the car’s value.
Anyone interested in purchasing my car would undoubtedly run a Carfax report and see this accident, thus reducing its worth. This is something Grange seems to conveniently ignore.
Furthermore, after the accident, Ms. ***** did not take any responsibility for cleaning up the wreckage, leaving debris from both vehicles in the street. As a result, I had no choice but to remove the hazardous debris myself in dangerous, sub-zero weather.
Business Response
Date: 03/17/2025
To Whom It May Concern:
Thank you for allowing Grange Property & Casualty Company (“Grange”) the opportunity to respond to this complaint.
This matter involves a motor vehicle accident which occurred on January 5, 2025, and which was reported to Grange on January 8, 2025. On January 8, 2025, Grange made contact with the Complainant. During that conversation, Grange verified the facts of the loss, accepted liability, and provided expectations for next steps. Grange also provided a list of preferred shops to address the Complainant’s vehicle damage.
On January 9, 2025, Grange received notice from its insured that the Complainant was threatening a lawsuit. The Complainant separately advised Grange that he would sue for diminished value and then would contact Grange regarding repairs to the vehicle. On or about January 14th, the Complainant sent in a police report and documents to Grange’s insured, along with a demand for $3,000.00 related to inconvenience and diminished value. He additionally advised that if not paid, he would file suit against the insured and the insured’s daughter.
On January 19, 2025, the Complainant filed a complaint with the Department of Insurance, which Grange responded to on February 7, 2025.
On January 23, 2025, the Complainant contacted Grange advising he had filed a complaint with the Department of Insurance and that he was having his vehicle towed to a body shop.
Complainant advised Grange on January 25, 2025, that the body shop preferred an appraiser look at the vehicle before it was towed, so Grange assigned an appraiser to do so. On January 30, 2025, Grange received an initial estimate. Payment was issued and communicated to the Complainant. Information was also provided regarding the supplement process. A rental vehicle was set up for the Complainant. On February 6, 2025, a supplemental payment was issued to the shop that completed the repairs.
On February 7, 2025, Grange’s insured received notice of two small claims lawsuits filed by the Complainant on February 3, 2025, seeking $2,500 each, one for diminished value and one for inconvenience. The Complainant has not provided any requested documentation in support of his claims for diminished value or inconvenience. A notice of dismissal was filed by the Complainant in both actions prior to the March 5, 2025 trials.
Currently, the Complainant is in a rental vehicle being paid for by Grange while his vehicle is being repaired at the body shop of his choice.Customer Answer
Date: 03/17/2025
I am rejecting this response because they are they bring up non-sense and just need to pay me the $5,000 because of diminished value.
They client hit me while I was in my house on a level 2 snow emergency. They are liabile.
On April 1st, the price is going up!
Regards,
**** ********Business Response
Date: 04/04/2025
To Whom It May Concern:
Thank you for allowing Grange Property & Casualty Company (“Grange”) the opportunity to respond to this reopened complaint.
As you are aware, this matter involves a motor vehicle accident which occurred on January 5, 2025, and which was reported to Grange on January 8, 2025. On January 8, 2025, Grange made contact with the Complainant. During that conversation, Grange verified the facts of the loss, accepted liability, and provided expectations for next steps. Grange also provided a list of preferred shops to address the Complainant’s vehicle damage.
On January 9, 2025, Grange received notice from its insured that the Complainant was threatening a lawsuit. The Complainant separately advised Grange that he would sue for diminished value and then would contact Grange regarding repairs to the vehicle. On or about January 14th, the Complainant sent in a police report and documents to Grange’s insured, along with a demand for $3,000.00 related to inconvenience and diminished value. He additionally advised that if not paid, he would file suit against the insured and the insured’s daughter.
On January 19, 2025, the Complainant filed a complaint with the Department of Insurance, which Grange responded to on February 7, 2025.
On January 23, 2025, the Complainant contacted Grange advising he had filed a complaint with the Department of Insurance and that he was having his vehicle towed to a body shop.
Complainant advised Grange on January 25, 2025, that the body shop preferred an appraiser look at the vehicle before it was towed, so Grange assigned an appraiser to do so. On January 30, 2025, Grange received an initial estimate. Payment was issued and communicated to the Complainant. Information was also provided regarding the supplement process. A rental vehicle was set up for the Complainant. On February 6, 2025, a supplemental payment was issued to the shop that completed the repairs.
On February 7, 2025, Grange’s insured received notice of two small claims lawsuits filed by the Complainant on February 3, 2025, seeking $2,500 each, one for diminished value and one for inconvenience. The Complainant has not provided any requested documentation in support of his claims for diminished value or inconvenience. A notice of dismissal was filed by the Complainant in both actions prior to the March 5, 2025 trials.Grange did not receive the diminished value documentation attached to the Complainant’s reopened complaint until it received the reopened complaint.
The Complainant is still in a rental vehicle being paid for by Grange while his vehicle is being repaired at the body shop of his choice. We have been advised that the repair is on hold, as the parts are being shipped from Germany. Once the repairs are completed, Grange will assess whether a claim for diminished value is warranted.
Thank you for providing us with the opportunity to respond.
Sincerely,
***** ****
Claims Legal Counsel
Grange Insurance CompanyCustomer Answer
Date: 04/04/2025
Grange insurance are idoits and their response makes no sense.
I am the victim as my car was struck while I was inside my house.
Grange has complaints documented at the BBB and lost a class action law suit. These are facts.
The place that range suggested only did body work; there is mechancial work that is needed so the place they suggested could not have handled the claim.
Grange did not provide a rental car for about a month.
I have provided a diministd value letter and I am out time, energy, and only a low end rental car for a portion of the time needed.
Regards,
**** ********Business Response
Date: 04/24/2025
Thank you for providing Grange Property & Casualty Company (“Grange”) with the opportunity to respond to this complaint. Consistent with your request, please see the attached response that was sent to the Department of Insurance, outlining the actions undertaken by Grange with respect to this claim.
On April 1, 2025, Complainant provided the Better Business Bureau with a copy of a diminished value assessment totaling $3,595.00. That assessment notes that there was no prior damage or accident; however, a review of ISO records indicate that the Complainant’s vehicle was previously involved in a 2022 collision, in which he made a property damage claim after another vehicle slid into his parked vehicle, damaging the same left rear quarter panel.
The Complainant’s vehicle was fully repaired as of April 21, 2025. Grange has fully paid for any damage sustained to the Complainant’s vehicle, as it has paid all costs of repair as charged by the garage of Claimant’s choice. The cost of quality repairs is a proper measure of damages provided the cost does not exceed the difference in market value of the vehicle immediately before and immediately after the collision. In this case, Grange has satisfied its obligation through the payment of the Claimant’s repairs. Correspondence was sent to the Claimant explaining Grange’s decision regarding the claim for diminished value on April 22, 2025.
We hope that this reply has fully addressed any questions you may have regarding this matter. If you would like to discuss this matter further, please let me know.
Sincerely,
***** ****
Claims Legal Counsel
Grange Insurance Company
###-###-####
*************************Customer Answer
Date: 04/25/2025
************
I am requesting that the BBB stand by me and demand that I get $10,000.
Also, that there rating is lowered on your site.
Just read their complaints.
My claim is for more than the diminished value.
** ** ********
********** ****** *** ******** ******** ***** *** ******** ** *****
###-###-####
*************************************** ******************************** ****** *** **************Initial Complaint
Date:02/19/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have recently been working with grange insurance company because their policy holder backed into my car and left the scene. Luckily I was able to track them down.
I called 20 grange number before finally finding his policy so that was odd to start. After filing the claim grange was not happy with me not choosing their preferred body shop. They tried to persuade me and use scare tactics to try to convince me to use their preferred shop. After choosing my shop and getting estimate, I got the run around for 48hours stating grange is waiting on the body shop. I contacted the body shop and they stated they were waiting on grange.
After 2 days of grange claiming they never got the information from the body shop, the body shop insisted I put grange on 3 way. The body shop insisted the adjuster ******* do everything while we were on the phone because he kept trying to get us off the phone to call us back. We finally got him to send the email he was supposed to send Tuesday but now they are not trying to provide me with a rental because its not being dropped off on a Monday or Tuesday.
I had an appointment to drop my car off Tuesday 2/18/25 at 3p but I wasnt able to drop my car off because the body shop was still waiting on grange to receive the approval when the body shop sent the approval to them at 11a on Tuesday.
I am now not being offered a rental until Monday and I have never heard of this. Why should I get penalized for their driver hitting me? Accident also happened feb 8th 2025. If we wait until Monday then that will be almost 2 weeks ago waiting to get my car serviced.
I will drop my car off tomorrow without any rental coverage and I think its very unfortunate that grange insurance is treating me this way. I ultimately think they wanted to go to their preferred body shop which is why Im getting the run around. The body shop was able to take my car 4/20 and 4/21 but due to granges delay I was not able to drop it off without approval.
Business Response
Date: 02/27/2025
*****************
To Whom It May Concern:
Thank you for allowing Grange Indemnity Insurance Company the opportunity to respond to ***** ********
inquiry. Grange Indemnity Insurance Company provides a Personal Auto policy for **** ******.
When the adjuster first contacted the complainant on 2/13, she opted to use the repair facility the adjuster
recommended. Later that day, she indicated she wanted to use a different repair facility of her choice. The
adjuster advised her this is acceptable.On 2/17, the complainant's shop of choice submitted their estimate to us
for review, which can take 2-3 days on average to complete. on 2/18, the Grange appraiser completed the review
and submitted the changes to the complainant's shop of choice. This same day, the adjuster advised the
complainant that since her vehicle is drivable, the rental can be made available for her for the following Monday
or Tuesday to allow the shop the full week to being and complete repairs.Later that day, I also spoke with the complainant, and advised that her shop of choice has not accepted the changes yet, and that the rental will need
to be set for the following Monday or Tuesday, since her vehicle is drivable, and we do not have a finalized
estimate yet. The estimate was finalized on 2/19, and payment was submitted to the complainant's shop the
same day. We reiterated to the complainant that the rental will be provided Monday or Tuesday, and that
because the estimate is showing a 3-4 day repair, beginning the rental on a Monday or Tuesday would avoid
using up 2 of those repair days on weekends when repairs are not being completed.
Please feel free to call me with any questions at the number listed below.
Sincerely,
**** ********
Claims Manager
Phone: **********************
Fax: ************
Email: **************************************************************Customer Answer
Date: 03/06/2025
**********
**** stated on 2/18, the Grange appraiser completed the review and submitted the changes to the complainant's shop of choice. This same day, the adjuster advised the
complainant that since her vehicle is drivable, the rental can be made available for her for the following Mondayor Tuesday to allow the shop the full week to being and complete repairs2/18 was a Tuesday and the shop of my choice had given their approval that same day but grange kept saying they didnt receive it back from the body shop.
On 2/19 the estimate was finalized only because I had to call the adjuster on 3 way with the body shop because the body shop approved it but the adjuster kept insisting he didnt receive it. While on the phone the adjuster kept trying to get me and the body shop off the phone so he can continue to work on things. Since this kept resulting in delay the body shop Insisted that the adjuster ******* complete the steps while we are on the phone. He was a tad frustrated but then started completing the task on the phone that they claim they didnt have on 2/18.
We finalized everything on 2/19 thanks to the body shop. This could have been completed on 2/18 if grange wouldnt not have kept insisting they didnt receive anything but somehow magically on 2/19 (one day too late for rental) there was nothing needed to be found from the body shop and ******* was able to complete his portion on the phone because the body shop wouldnt not let him get off the phone without completing this.
I really appreciate the body shop for insuring grange treated me properly. The body shop even insisted I get a lawyer involved because they knew grange was the ones holding everything up since the body shop had sent everything back to the adjuster at 11am on 2/18.
Regards,
***** ******Customer Answer
Date: 03/13/2025
This is my 2nd BBB review. The first one being grange wouldnt supply me a rental car if it wasnt a Monday or a Tuesday but I let that go. They are now saying they will not replace my car with OEM parts. I have a brand new ***** and I dont believe I deserve aftermarket parts after THEIR driver hit me and ran off and I had to **** him down. I have never been treated like this by any insurance company. Its been so bad I was advised to seek legal counsel due to the many issues Ive encountered from the begining. My car should not be required to have aftermarket service parts because it did not have aftermarket parts when the grange driver hit my vehicle. I cannot afford to pay for the difffence which grange is saying will happen if the shop uses OEM Parts. I deserve OEM parts because their driver hit my car and was at fault, I shouldnt have to come out of pocket for anything or lose value to my car because they want to save money not using OEM parts. This is not fair. I deserve OEM parts on my 2021 ***** is 300. I just got the car in December and it only has 30k miles. Basically brand new and deserves OEM parts.
Repair; Use OEM partsBusiness Response
Date: 03/17/2025
Ohio law does not require the use of only OEM parts, and as such, our estimate included parts deemed acceptable in ****, including, but not limited to, OEM, used, like kind and quality, and aftermarket parts. The parts used on the estimate are appropriate and reasonable.
Thank you,
**** ********
Initial Complaint
Date:02/18/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I canceled my auto policy because the premium had jumped from $270 to $1064!! However, even though I had paid additional premium payments two months prior, they still tried to charge me an “earned premium” of $381 as they have others. I called my agent and she spent about half an hour reviewing the entire payment history and agreed that I shouldn’t owe anything because I had paid all of my premiums. Please have this company remove this balance immediately.Business Response
Date: 02/21/2025
*************************
Our records indicate that the policy renewal was in effect from August 29, 2024, to March 1, 2025, providing 184 days of coverage. The total cost for this period was $1,880.12.
Additionally, policy changes (adding a driver, replacing an existing vehicle and adding an additional vehicle to the policy) made during the term resulted in an adjusted total of $684.83.
A total of six $2.00 service charges were assessed while the policy was active, amounting to $12.00.
Summary of Charges:
• Total premium for coverage (184 days): $1,880.12
• Policy changes adjustments: $684.83
• Service charges: $12.00
• Total amount owed: $2,576.95
• Total payments received: $2,195.82
• Outstanding balance: $381.13
Based on these calculations, there remains a balance of $381.13 owed to Grange. If Ms. ****** believes there is an error or would like further clarification, we encourage her to contact us directly so we can review the details together.
Sincerely,
***** *****
Billing Production Support Supervisor
###-###-####
**********
Cc: ******* ****** **** ******* *** ** **** ******* **** *** ***** ********* ** ********** ###-###-#### · grangeinsurance.com
Initial Complaint
Date:01/25/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
***************
I am filing this complaint to report Grange Insurance for their lack of communication, professionalism, and timely action in handling a claim.
A month ago, I was rear-ended by a client of Grange Insurance. By state law, their client is responsible for damages. I contacted Grange Insurance to initiate the claim process so my car could be inspected for damages. I was informed by an associate that the claim had already been started by their client and that ********** was the claims associate assigned to my case. Before transferring me to **********, the associate commented, "I can transfer you over to her, and hopefully, you can get in touch with her," which I found odd and unprofessional.
Unfortunately, this statement turned out to be true. Over the past month, I have called ********** three times, left three voicemails with all relevant information (claim number, name, and contact details), and sent her an email, yet I have received no response.
I contacted Grange again to see if someone else could assist me, as ********** was unresponsive. I was then forwarded to her supervisor, Amanda, but the lack of professionalism continued. I left ****** two voicemails explaining the situation and requesting a callback, yet I have not received any response from her either. Finally, an associate informed me that my car would eventually be inspected for damages but that only ********** or ****** could provide a timeline for when that would happen.
This level of mismanagement and poor communication has caused significant frustration and delays in resolving the matter.
Business Response
Date: 02/03/2025
******************
February 3, 2025
Thank you for allowing Grange Indemnity Insurance Company the opportunity to respond to ***** ******'s inquiry. Grange Indemnity Insurance Company provides a Personal Auto policy for ******* *******.
Please see the below timeline.
Timeline of claims handling:
Date Event
01/08/2025 Date of Loss
01/08/2025 Loss Reported to Grange
01/30/2025 First Contact made with Complainant.
01/10/2025 to 01/30/2025 Grange Insurance did not have ***** ******'s contact information or full name. There was no police report and we made several attempts to contact our
insured, Ms. ******* during this time. Complainant notes that he left several
voice mails, however handling adjuster and I have not received any.
01/27/2025 to 01/30/2025 On receiving the BBB complaint we were able to locate the claim and update ***** ******'s full contact information. We were able to make initial contact
with both our insured Ms. ******* and third party ***** ******.
We have accepted liability and are in the process of handling ***** ******'s vehicle.
LTR CLM-0039 Page 1 of 2
Please feel free to call me with any questions at the number listed below.
Sincerely,
****** *********
Claims Manager
Phone: ###-###-####
Fax: ###-###-####
Email: ******************************
Customer Answer
Date: 02/05/2025
The allegation tthat the business did not have ANY of my contact information is false,please see attached screenshot. Also I was given this number by their claims department for ********** ******* which I called personally ###-###-####,additionally I sent an email as shown as well. Additionally Grange's own associates forwarded me to each of their respective phone extentions where I left voicemails. Unless Granges whole phone system is faulty AND I was given the wrong number for Ms.******* intentionally AS WELL as a false email address that I recieved from her voicemail recording then this reasoning that they had NONE of my contact information is false and they have some bigger issues than just my claim as a company. Additionally I've been misgendered in Amanda's response. I would like a formal apology and then I'd be happy to wrap things up with this complaint.
Regards,
***** ******Initial Complaint
Date:12/02/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Continued to try to send a bill after all policies were cancelled through my agent. Then reported to collection agent despite not having any account with them.Business Response
Date: 12/03/2024
********* *** ** ******* ***** **** ********* *** ********
Since there is no policy number given, I can only assume this is regarding the homeowner policy. The policy cancelled for non-payment of premium with earned premium of $151.43 due. The insured was sent 3 earned premium notices before being sent to collection. If this should be cancelled for insured’s request, the customer would need to contact the agency they wrote the policy with. I can see there was also an auto policy which was cancelled per the insured’s request.Customer Answer
Date: 12/03/2024
I have no policy number to give as ALL my policies including home and auto were cancelled at the same time through my agent effective the end of October 2023 due to unprofessional behavior on the part of Grange. You are aware of this as Grange called afterwards to inquire as to why. I have had a different insurance carrier for both home and auto since that time
Regards,
***** *****Business Response
Date: 12/03/2024
*************
Based on this additional information, it was determined that cancellation requests were submitted last year for both Mr. ******* automobile and homeowner’s insurance policies with our company. However, it appears due to an inadvertent error, only the automobile policy was cancelled at that time. We have processed the cancellation for the homeowner’s policy effective 10/29/2023 as originally requested which will remove the earned premium balance from the account.
We sincerely apologize to Mr. ***** for the error. Should you have additional questions, please do not hesitate to contact me.
Sincerely,
******** *******
Senior Compliance Analyst
###-###-####
Customer Answer
Date: 12/03/2024
I accept the business's response to resolve this complaint.
Regards,
***** *****Initial Complaint
Date:11/15/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
To whom it may concern, I was recently involved in an accident at a store named ************* **** *** ****** located at *********** *** ****** **** *** ** *** *********** **** ***** on October 26, 2024 at 1415/2:15pm. Where a lady backed into my vehicle while it was parked. The individual had Grange Insurance and the insurance refuses to place the damages with OEM parts on my AMG and says it can only replace the damages with aftermarket parts. My car is a new 2023 GLA Mercedes AMG luxury SUV with only 1600 miles on it. I want OEM original parts to fix the damages their client has done to my vehicle. I also want a rental of equal size due to my duties in transporting my mother with a wheelchair and walker to and from her medical appointments. This is the main reason I purchased this luxury SUV to transport my mother in comfort. Finally, I request that my clear wrap be replaced from the areas damaged which is the entire back of the vehicle to the rear passenger door and quarter panel. They have all the estimates. Thank you for your timeBusiness Response
Date: 11/22/2024
Thank you for allowing Grange Indemnity Insurance Company the opportunity to respond to **** ********'s inquiry. Grange Indemnity Insurance Company provides a Personal Auto policy for ********* *******
Mr. ******** has requested Grange pay for new OEM parts on his vehicle, a comparably sized rental vehicle, and to pay to replace the clear wrap that needs to be replaced on his vehicle.
Grange has authorized a rental that is large enough to accommodate his needs when transferring his mother along with her walker and wheelchair to her medical appointments. A comparably sized rental is not owed to Mr. ********. Grange will also pay for the clear wrap to be installed on the damaged panels that were repaired or replaced due to this loss. Lastly, Grange does not owe Mr. ******** for new OEM parts so we respectfully declined his request to include only those parts on the repair estimate. We advised Mr. ******** to discuss with his own insurance company as he might have an endorsement that provides for new OEM parts on his vehicle which is 2 model years old. He also has the option of paying the difference between the aftermarket and OEM part prices if he wants the new OEM parts installed on his vehicle.
Please feel free to call me with any questions at the number listed below
Sincerely,
**** *****
Claims Manager
Phone: ###-###-####
Fax: ###-###-####
Email: **************************
Customer Answer
Date: 11/26/2024
11.26.24 **** ******** called BBB stating the matter is resolved. OEM parts have been placed in his vehicle.Initial Complaint
Date:10/30/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My homeowner's insurance has been cut off by Grange. I am disabled. I pay them. In 17 years, I have had $5,000 in payouts for problems. No reason given. I have paid my bill, and my home has been in good repair. They will not answer or say what was wrong, I am just cut off of homeowners insurance.Business Response
Date: 11/07/2024
***********
Thank you for the opportunity to respond to Mr. ******’ complaint.
Our records indicate that our contract with Mr. ******’ agent representative, *********** ********* *****, was terminated. Therefore, all policies written through this agency were set up for non-renewal.
If Mr. ****** is interested in continuing his policy with another agent representative, he is encouraged to visit our website, ************************ Once on the website, a listing of local agent representatives can be obtained by following these steps:
1. From the homepage, select the “Find an agency” feature in the upper right corner of the screen.
2. Enter the zip code in the upper left corner of the screen.
The phone number and email address for each agency listed is provided and Mr. ****** can contact the agency of his choice to review his policy.
Should you have additional questions, please do not hesitate to contact me.
Sincerely,
******** *******
Senior Compliance Analyst
###-###-####
****************************
Cc: *********** ********* ***** (*********)Customer Answer
Date: 12/17/2024
My apologies. I have had Grange for many years as my home insurance. Even though they were expensive, they were very good. About two months ago I started getting a lot of mail about how my homeowner's insurance was being cancelled. The way it looked initially, I thought Grange had just arbitrarily chosen to cut my insurance. Right at the same time my house payment went up double for no reason... I also had a contracted "broker" who actually had our contract with Grange from what I found out, but they were dropped. I am still confused, but the focus of my initial ire was misplaced. Insurance stops on December 29th and I still have nothing lined up to replace you. Again, my apologies for erroneously placing blame on you. For the last 17 years or so, you have been good to me and my property. I thank you.Initial Complaint
Date:10/02/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was struck in a crash on 275 on September 16th. Ohio State highway patrol came and the other driver was sited. I was given all of his information he is insured with grange insurance. I have repeatedly left messages with their claims department day after day after day with zero response or replies. I didn't know anything else to do but try the BBB for help....please help me get them in motion and contact me about fixing my car. I'm at my wits end and just don't know what else to do. I have all of the information on the driver who was at fault including the claim number which grange is using for this accident. Please help. ***** ******.#########Business Response
Date: 10/04/2024
*****************
Thank you for allowing Grange Indemnity Insurance Company the opportunity to respond to the follow up inquiry related to File/Case ********.
Mr. ******* ****** reached out to request a follow-up in regards to this file. The complaint was received on 10/2/2024. At that time, our investigation was still on-going and we did not have enough information to proceed with finalizing our coverage and liability investigation. Since we received the complaint, our adjusters have reached out to Mr. ******* ****** to provide him an update on the status of our investigation. We advised Mr. ******* ****** that we still had to secure the police report along with a statement from our insured regarding the facts of loss. Since his inquiry, we have obtained the police report and have continued to make phone calls to attempt to reach our insured. We will provide Mr. ******* ****** another updated once the investigation is completed.
Please feel free to call me with any questions at the number listed below.
Sincerely,
***** ****
Claims Manager
Phone: ###-###-####
Fax: ###-###-####
Email: *************************
Initial Complaint
Date:09/26/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- 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.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In February 2022, I purchased both home and auto insurance through Grange, paying $1,067.39 for auto insurance and $984 for home insurance in advance before the start date. Throughout the entire policy period, I did not file a single claim with the company.
When my policies reached their expiration date, Grange failed to notify me that my coverage was about to lapse. As a result, I was unknowingly uninsured for both my home and car for nearly a month. I had to seek insurance coverage from another provider due to this lack of communication.
Over the past two months, I have been contacted by a collection agency demanding payment of $137. When I reached out to Grange for clarification, I was informed by ****** from their billing and collection department that they had extended my home insurance policy by one month after the expiration date without my consent or any prior notification. She stated this was their policy, allowing extra time for payment, but this extension was neither requested nor authorized by me.
Moreover, when I requested that this charge be removed, I was told I would need to provide the exact dates of my new policies from the different insurance provider I switched to. This additional demand is not only unnecessary but also extremely frustrating given the poor communication and lack of transparency I’ve experienced with Grange.
I should not be held accountable for an extra month of coverage that I was never informed about and did not request. The fact that I never received any reminders about the impending expiration, nor did I consent to the extension, highlights the company's failure to communicate effectively. Other insurance providers typically send reminders via phone, email, or text—yet Grange failed to do so.
Business Response
Date: 09/27/2024
Similar to most carriers, our company issues policies on a continuous renewal basis. In other words, policies will automatically renew to ensure that the insured does not experience a gap in coverage and does not have to contact us at each renewal to continue the policy. The insured may cancel a policy at any time per their request. However, in order to cancel a policy, the insured must submit a cancellation request in writing to ensure that the policy is cancelled on the correct desired effective date. Additionally, if a policy cancellation is requested over 30 days in the past, we require appropriate documentation such as proof of coverage with another carrier. This is also a fairly common practice within the insurance industry.
Our records show that Mr. ************* renewal packet effective 03/17/2024 was sent on 02/16/2024 and the corresponding invoice was sent 02/26/2024. As the payment was not received prior to the due date, the policy was cancelled for non-payment of premium and an earned premium balance was owed for coverage provided up to that date.
If Mr. *********** can provide proof of replacement coverage and a signed/written request to cancel the policy, the date of cancellation can be adjusted back to the effective date of the replacement policy.Thank you,
**** ********
Customer Answer
Date: 10/03/2024
I would like to clarify a few points regarding the situation.
First, I did not request any extension for this policy, and at no point was I notified via mail, text, or email about the impending expiration of my policy. This lack of communication is what led to this issue in the first place, and I find it unacceptable that no efforts were made to inform me of the situation.
Furthermore, this policy was an additional insurance I took out to cover my home. However, I was later informed that my home is already insured under the mortgage, making this extra policy unnecessary. Given that I have not submitted any claims or received any services from your company, I believe it would be in everyone's best interest to cancel this policy and stop any further payments.
I also want to reiterate that I should not be held responsible for a lack of communication from your side. I have several other insurance policies with different companies, and they consistently provide clear and timely communication. I would appreciate the same level of service from your company.
Please proceed with canceling the policy and adjusting any outstanding charges accordingly.
In addition to the communication issues, I forgot to mention that your company had my birthday recorded incorrectly, which caused me to go through several loops of communication to get this error fixed. This happened just last week, and for a policy that lapsed two years ago, it further highlights the ongoing communication challenges with your service.
Regards,
****** ***********
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