Complaints

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 Find Local Branches.

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  Grange Enterprise Companies, including Grange and Integrity Insurance

  671 S High St Columbus, OH 43206-1066

  
• 

  Grange Enterprise Companies, including Grange and Integrity Insurance

  6000 Freedom Square Dr Ste 380 Seven Hills, OH 44131-2547

• 

  Grange Enterprise Companies, including Grange and Integrity Insurance

  PO Box 25195 Columbus, OH 43216

  
• 

  Grange Enterprise Companies, including Grange and Integrity Insurance

  400 Galleria Officentre Suite 115 Southfield, MI 48034

The 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:07/25/2022

  Type:Service or Repair Issues
  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.

  During the month of June, my family and I were almost hit by an individual avoiding the police and refusing to pull over. The individual started driving towards my vehicle that had my husband and 5 month old child in it. I had no choice but to hit the ditch that was on the side of the road to prevent any serious injuries. My car was taken to carls collision in lyles tn where it has been sitting for a month.

  The collision center stated that the are only needing one part. The part they need is a shutter, which they ordered brand new from nissan for $500.00 and were going to get it put in so I could get my car back.

  Grange has refused to pay for the part and told carls collision they found an off market piece for 200.00 that was cheaper. The mechanic at Carl's Collision stated that the cheaper part they are needing has not been signed off on yet and that the part is not of good quality more than likely. Grange also stated that my rental coverage ends tomorrow on 07/26/2022 and they refuse to extend it anymore.

  I have no car to get to and from work nor have a way to take my child to and from care while I work. My husband and I have made multiple attempts to contact our claim adjustor and have gotten no where and have heard nothing. The mechanic from carls collision has has stated that they have tried multiple times to get in touch with kyra trainor who is our claims adjustor and has not heard anything.

  I am very displeased and upset and am to my wits end. This has provided nothing but emotional damage and mental damage. Grange also stated at one point they didn't have the police report and then turned around and stated they did.

  I am look for this issue to be resolved.

  

  Business Response

  Date: 07/28/2022

  Grange Integrity Insurance 
  
  Grange Enterprise Companies **** *** ***** ****** ******* ** ***** 
  
  July 28, 2022

  
  Better Business Bureau **** ****** ** ********* ** ********** 

  
  Re: Complainant: ********** **** 
  Name of Insurer: Trustgard Insurance Company File/Case Number: 17622439 Policy Number: PA3 4727509 03 Claim Number: ZPA003453099 NAIC: 40118 FEIN: 41-1405571 
  To Whom It May Concern:

  Thank you for allowing Trustgard Insurance Company the opportunity to respond to ********** ****** inquiry. Trustgard Insurance Company provides a Personal Auto policy for ****** ******. 

  
  The concern in this matter is the rental limits being exhausted. 

  
  Timeline of claims handling: 
  Date 06/17/2022 06/18/2022 06/20/2022 
  06/23/2022 
  06/30/2022 
  

  Event Date of Loss 
  

  Loss Reported to Grange First Contact made with Complainant. We spoke to the complainant and went over the facts of loss and next steps in the process. 
  The complainant dropped the vehicle off at shop of choice and rental was set up on this day. The shop was to send us an assessment of the damages. We contacted the shop for status as we did not have any estimate or photos. 
  

  They would send over to us. 
  

  We received the estimate from the shop that included some items that were not related to the loss. We explained what was covered and they would make amendments. 
  The shop submitted amendments along with another supplement. We issued payment for the original estimate less the $500.00 deductible in the amount of $1230.90 and supplement of $775.19. The police report was also received. We spoke to the shop and they advised they are waiting on parts. We updated our insured and notified them of the upcoming limits for the rental being July 26th. 
  07/05/2022 
  07/12/2022 to 07/15/2022 
  07/19/2022 
  LTR CLM-0039 
  Page 1 of 2 
  

  07/21/2022 to 07/22/2022 
  We reviewed the police report and prepared file for subrogation once the claim 
  is concluded and final payments are issued. 

  
  We reviewed concern with shop about a part not being available and approved the OEM part and issued supplement payment in the amount of $171.72. 
  07/25/2022 to 07/26/2022 

  
  We have fulfilled our policy obligations for rental in this matter. There were no material delays on our part. The shop took 8 days to get us an initial estimate and then took another 6 days to get us amendments after we discussed them. We do apologize for any communication about the police report however that is not material to the rental situation. We will be pursuing the at fault party once the rental payment is issued. Please feel free to call me with any questions at the number listed below. Sincerely, 
  James Kozakiewicz 

  
  Claims Manager Phone: 800-422-0550 Fax: 800-718-0595 Email: [email protected] 
  LTR CLM-0039 
  
  

  
  

• Initial Complaint

  Date:07/12/2022

  Type:Service or Repair Issues
  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.

  Grange insurance took advantage of my mother that is 89 years old with hearing a disability she filed a claim on her rental property she has had for 45 years ( which she never in 45 years filed any claim. Adjuster came out said they will only pay 1 tenth of the claim. We as a family believe she was taken advantage of due to her hearing loss and did not understand because of her age

  

  Business Response

  Date: 08/02/2022

  *************
  Thank you for allowing Grange Insurance Company the opportunity to respond to ***** ********** inquiry.
  Grange Insurance Company provides a Homeowners policy for **** ***** ********. Ms. ******** presented a
  claim for damage to the gutters on the dwelling from a weather related event.

  
  The loss presented by Ms. ******** was inspected and compensation was provided to Ms. ******** for the
  observed damage to the gutters from wind. No additional covered damage was observed and no additional
  compensation can be provided to Ms. ********.

  
  Timeline of claims handling:

  
  Date Event

  
  05/25/2022 Date of Loss

  
  06/06/2022 Loss Reported to Grange

  
  06/06/2022 First Contact made with Complainant. Contact was made with **** *****
  ******** by the assigned adjuster, Avery Jordan. Ms. ******** advised she
  had storm related damage to her gutters and downspouts. The adjuster
  assigned an inspection to **** *** to address the damage and its cause.

  
  06/09/2022 to 06/09/2022 **** *** inspected the loss location. The inspection found no damage
  caused by wind or hail to the dwelling or detached garage elevations or roof
  coverings. The inspection did find damage caused by wind to the gutters and
  downspouts on the left side of the dwelling.

  
  06/10/2022 to 06/10/2022 The adjuster prepared an estimate based on the scope of information provided
  by **** *** to replace the gutters and downspouts on the left side of the
  dwelling. Payment was provided to Ms. ******** in the amount of $272.72.
  This is based on the estimate amount of $772.72 less Ms. ********’s $500.00
  policy deductible.

  
  LTR CLM-0040 Page 2 of 2

  
  07/12/2022 to 07/12/2022 Ms. ********’s daughter, ***** ********, reached out to the adjuster and
  claims manager regarding the loss. ***** ******** advised they had two
  estimates from contractors to replace all the gutters, each totaling more than
  $6,000.00. ***** ******** advised the contractors stated all the gutters
  needed to be replaced and a repair was not possible.

  
  07/12/2022 to 07/20/2022 ***** ******** was advised the inspection and evidence supported
  replacement of the one side was possible for the isolated damage and all the
  gutters would not need to be replaced. ***** ******** was advised she could
  provide the estimates/invoices for our review and we could speak with Ms.
  ********’s contractor.

  
  07/20/2022 to 07/20/2022 The contact information for Ms. ********** contactor was provided to the
  adjuster. The adjuster followed up with the contractor, ******. ****** advised
  the gutters and fascia on the front of the dwelling were damaged due to the
  weight of ice and snow. ****** indicated the back gutters were coming off. No
  additional damage was noted.

  
  07/20/2022 to 07/20/2022 ****** did not advise the gutters could not be repaired. ****** indicated Ms.
  ******** was advised by the adjuster to replace all the gutters.

  
  07/26/2022 to 07/26/2022 The adjuster spoke with the **** *** inspector, ******* ********. Mr.
  ******** stated he did not advise Ms. ******** to replace all the gutters. Mr.
  ******** stated the roof was not damaged by wind or hail. The only damage
  found to the roof covering was from wear and tear.

  
  07/26/2022 to 07/29/2022 The adjuster followed up with ***** ******** and advised of the findings. The
  adjuster also advised the claimed damage by Ms. ********** contractor from
  the weight of ice and snow is a separate occurrence from this claim for wind
  damage and is not a listed covered peril within the policy. A partial denial letter
  was sent for the observed wear and tear.

  
  Our inspection found wind damage to the gutters on the left side of the dwelling. No additional damage was found to
  the gutters or the dwelling caused by wind or a covered cause of loss. Ms. ******** has been provided payment for
  the covered damage and no additional compensation is warranted. I have provided a copy of the inspection report,
  payment letter/estimate, declarations page, denial letter, policy and applicable endorsements. Please let me know if
  you need any additional information.

  
  Please feel free to call me with any questions at the number listed below.

  
  Sincerely,

  
  ******* *******
  Claims Manager
  Phone: ###-###-####
  Fax: ###-###-####
  Email: ****************************

• Initial Complaint

  Date:06/15/2022

  Type:Customer Service Issues
  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.

  **** is the only option I have to deal with regarding a claim against another driver in an accident on 6/11/2022 **** has hung up on me multiple times and failed to provide me with a rental car and repair authorization of my totally disabled vehicle in which the at fault party insured through grange has damaged, I will now be missing work and thus losing pay and bonuses due to her malicious negligence

  

  Business Response

  Date: 06/20/2022

  Thank you for allowing ********* ********* ******* the opportunity to respond to ******* ********** inquiry. ********* ********* ******* provides a Personal Auto policy for ****** ******. 

  The issue at hand is the complainant's concerns about discussing and moving forward with the claim. 

  The claim was reported to us on June 13th. We did not have information to contact the complainant. The passenger in the vehicle reached out to us on June 15th via email and we advised we needed to speak with the complainant to verity the facts of loss, complete our liability investigation, and go over the process with same. We spoke to the complainant directly on June 16th and have accepted liability for this loss and have set up vehicle repairs and rental. 

  We had no direct communication with the complainant prior to receiving this complaint nor did we hang up on the complainant. Please feel free to call me with any questions at the number listed below. Sincerely, ***** *********** 

  Claims Manager Phone: ###-###-#### Fax: ###-###-#### Email* ******************************** 

  LEIE 

  

  Business Response

  Date: 08/12/2022

  Thank you for allowing ******** ********* ******* the opportunity to respond to ******* ********** inquiry. ******** ********* ******* provides a Personal Auto policy for Jordan Knight. 

  
  We are responding to update you on the repair concerns. 

  
  The complainant took the vehicle back into the shop to address the door repair. The shop completed the rework and the complainant picked the vehicle back up and was happy with it. The work was completed at one of our ******* ****** ***** and we do supply a lifetime warranty on the workmanship while the complainant is the owner of the vehicle. 

  
  The rental was paid for though July 26th but he had the car through July 29th. I do see where he was charged $84.65 for those extra days so we have issued a payment today direct to the complainant to cover those extra days. We issued the payment via electronic payment and the complainant should receive an email from the payment vendor *** **** in the next day or two. He can choose how we wants to be paid including direct deposit. 

  
  We have paid for our obligations for vehicle repair cost and rental transportation. We do not have control over what type of vehicle is available for rent unfortunately. Please feel free to call me with any questions at the number listed below.

  Sincerely, James Kozakiewicz 
  Claims Manager Phone: ###-###-#### Fax: ###-###-#### Email: ******************************** 
  
  

  
  

• Initial Complaint

  Date:05/21/2022

  Type:Service or Repair Issues
  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 filed a claim with my insurance company grange for a new roof back on June 8 2021. My claim no. Is ************. I was told that my roof would be paid for I just had to pay my deductible. They sent out a check to start the work and didn’t want to pay any thing else. The roof was done in September and the roof company did receive anymore payments as of December 2021. I had to hire an private adjuster to work with them to get the rest of the roof paid for. The agent Gary ***** said he wasn’t paying for anything else for the roof. So after months of them going back and forth grange agreed to have the roof appraised and came to an agreement to pay more. I have paid my part of the bill (deductible) and they still owe $1000 that they agreed on to the roof company and are now saying they will not pay that. I never knew that trying to get a new roof would be so hard with an insurance company as big as grange. If I was a new home owner or had to get coverage from them I would ask question about the roof coverage before the try to pull one over on you and leave you with a high bill that you never thought you have to pay. All I want them to do is pay the amount they say they would and pay the $1000 which is still owed to me.

  

  Business Response

  Date: 05/31/2022

  Grange Integrity Insurance Insurance Grange Enterprise Companies **** *** ***** ****** ******* ** ***** TEMP-RETURN SERVICE REQUESTED May 27, 2022 Ms. ********* ********** BBB 1169 DUBLIN RD COLUMBUS, OH 43215-1005 Re: Complainant: ****** ****** Name of Insurer: Grange Indemnity Insurance Company File/Case Number: ******** Policy Number: HM 4543310 01 Claim Number: ************ NAIC: 10322 FEIN: 31-1432675 Dear Ms. ********* **********, Thank you for allowing Grange Indemnity Insurance Company the opportunity to respond to ****** ******** inquiry. Grange Indemnity Insurance Company provides a Homeowners policy for ****** J ******. We have completed our review of Mr. ******** claim including the appraisal award dated March 2022. This appraisal award was agreed to by Mr. ******** appraiser. Please review the timeline of our claims handling below. Timeline of claims handling: Date Event Date of Loss 06/08/2021 07/13/2021 07/15/2021 07/21/2021 Loss Reported to Grange First Contact made with Complainant. Mr. Gary ***** spoke to Mr. ****** ****** about his claim. Mr. ****** indicated the wind removed a few shingles from his roof. Mr. ***** set an appointment to inspect the home for 7/21/21. Mr. ***** completed his inspection and verified wind damage to the roof of Mr. ******** home. Mr. ***** prepared an estimate for the roof replacement and explained Mr. ******** Actual Cash Value payment based on his policy provisions. An Actual Cash Value payment of 5326.95 was issued. Mr. ***** received a supplement for Mr. ******** roof from Mr. ***** Monday, Public Adjuster with Indemnity Claims. Mr. Monday indicated to Mr. ***** that the work on Mr. ******** roof has been completed but that the roofer charged Mr. ****** more than our estimate. Mr. ***** questioned Mr. Monday on why additional damages were not presented before work was completed. Mr. ***** sent a copy of the policy to Mr. Monday. 11/24/2021 12/01/2021 LTR CLM-0040 Page 1 of 2 12/10/2021 12/14/2021 to 12/15/2021 Mr. ****** called Mr. ***** for an explanation of his claim payment. Mr. ***** provided feedback on the Actual Cash Value payment. Mr. ***** reviewed the supplement with Mr. Monday and advised that the supplemental items including supervisory hours and additional clean up charges were not warranted and not approved prior to the commencement of the roof replacement. Mr. Monday asked Mr. ***** to make a $5525.15 supplemental payment on Mr. ******** claim. Mr. ***** re-reviewed the supplement and discussed with Ms. ******* Groves, Claims Business Manager. After the review, the position was that the $5525.15 supplement was not warranted. Mr. ***** asked Mr. Monday if he had any additional information to support his supplement request. Mr. Monday asked Mr. ***** about the supplemental payment. Mr. ***** re-stated his position and reviewed appraisal clause with Mr. Monday. Mr. Monday submitted an appraisal request to Mr. Cross. EES was hired as an appraiser by Mr. Cross. EES submitted the appraisal award. A supplemental payment was made in the amount of $2135.88. 12/15/2021 01/06/2022 02/25/2022 02/28/2022 After a full review of the claim, it has been confirmed that the full appraisal award less deductible has been issued to Mr. ****** and Indemnity Claims. We are unable to pay the $1,001.10 in depreciation as the roof surfacing is covered on an actual cash value basis per the terms and condition of the policy purchased by Mr. ******. Please feel free to call me with any questions at the number listed below. Sincerely, ******* ****** Claims Ma***** ****** ************ **** ************ ****** *************************** *** ***** ******** * **** ********* ****** *** ******** **** * ** *

• Initial Complaint

  Date:05/02/2022

  Type:Service or Repair Issues
  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.

  POLICY # ************ Grange Insurance raised my homeowner's insurance policy from $1838.00 to $3371.00 per year without giving me a written nor verbal reason. I had no claims made against my policy., and I only had it for one year. I paid the first year an advanced. Now, it is escrowed through mortgage lender. My agent Mr. *** ****** reached out to the underwriter for me, and the underwriter could not give a direct answer as to why the policy increased. This complaint is not against my agent but the actual insurance company Grange. My agent has always been a super nice guy!

  

  Business Response

  Date: 05/05/2022

  Thank you for the opportunity to respond to Ms. ********* inquiry and address her concerns.
  A review of Ms. ********* policy indicates that the renewal premium increase was due to multiple factors; an overall rate increase taken by our company, a Coverage A increase due to inflation guard, and loss of the Prompt Payer Discount.
  We regularly review rates for our products and make adjustments as necessary. Our rates were most recently adjusted effective in November last year. Many factors are considered when rates are developed for our products and the main factor that heavily influenced our most recent adjustment was the pressure of inflation on our cost to settle claims. Similar to many other insurers, we have experienced an upward trend in loss settlements due to the increased cost of labor and materials.
  In addition to the rate increase, the Coverage A amount was increased due to inflation guard which is built into the policy. Inflation guard is a mechanism that automatically increases the property values on a policy at each renewal to keep up with the rising costs of construction. This is used by most insurers and ensures that policyholders have adequate protection to their home over the course of time.
  Lastly, when the policy was written it included the Prompt Payer discount. However, our records indicate that this discount was removed upon the renewal. Our Underwriting department spoke Ms. ********* agent representative, *** ****** on 05/04/2022 and the Prompt Payer discount was re-applied to the policy. The renewal premium has been revised to $2,392.00.
  We hope that this explanation provides clarity with regards to the premium increase. Should you have additional questions, please do not hesitate to contact me.
  Sincerely,
  
  ******** *******
  Senior Compliance Analyst
  ###-###-####
  ****************************
  *** *** ****** ********* ******** ******* *** ** **** ******* **** *** ***** ********* ** *****