Business Profile

Insurance Companies

Country Financial

Headquarters

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Complaints

This profile includes complaints for Country Financial's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

96 total complaints in the last 3 years.
31 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/27/2025
Type:Customer Service Issues
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.
On Thursday May 29th, 2025 a man covered by Country Financial struck me on the highway when he invaded my lane and made a bad lane change. I called the police, got a report and exchange of information and I reported the accident immediately to my insurance company, Progressive and they were able to take my recorded statement and all information within hours. The following Monday, my adjuster was able to reach the man who was driving the other vehicle and also take his recorded statement. He told my adjuster that a claim had been filed with his insurance (Country Financial), but that was not accurate. As a third party, I called country and got the claim started, since I knew he had not done it. We got assigned an adjuster and they told us within 24 hrs they would reach out. 2 days went by and they did not reach out at all so I decided to myself. I called and left voicemails and no one got back to me, so I kept trying to reach the adjuster and finally was able to. She started taking my recorded statement and the line cut off. She never attempted to call me back and when I dialed her number immediately after the call failed, I got her voicemail. It took 4 hours of calling her to finally get ahold of her. She never made the attempt to contact me back to finish the statement. It’s been almost 30 days of the claim, and even though they have a police report having their customer at fault, my statement and all the proof, they keep dragging it out because they have not been able to reach their client, according to the adjuster. If she is trying to reach him the way she tried to reach me after the call failing that day, I would dare say she’s only tried him once and called it a day, if even. This adjuster wouldn't even answer my adjuster at first either. By now she’s gotten snarky and upset if I call to get an update. She is not doing her job and every-time I try to reach a supervisor for her, I just get send back to her line.
Business Response
Date: 07/02/2025
July 2, 2025

Better Business Bureau
Serving Central Illinois
Heart of Illinois BBB
8100 N University, Peoria, IL 61615

Re: ID Number:
23530104

To Whom It May Concern:

Thank you for bringing this issue to our attention. Please be
advised we will work directly with the complainant to address their concerns.

Sincerely,

******* **********
Executive Client Relations Specialist
Phone: ************

COUNTRY Financial®
Bloomington, IL
Customer Answer
Date: 07/07/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23530104, and find that this resolution is satisfactory to me.
Initial Complaint
Date:06/17/2025
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.
Country Financial
Claim number- ***********
Policy number- ***********

Our vehicle was involved in a hit and run on 04/17/2025. The whole driver side was damaged in the collision. Vehicle was taken into a dealer network bodyshop ******* at *** * ******* ** ** ****** Body work on truck was completed but insurance is denying mechanical work needed as a result of damage from collision. Truck was inspected at the local Ram dealer at **** * **** ** ** ********** ** where damage to a wiring harness was found and deemed damaged in collision. Body shop ******* and dealership submited the damage to the Insurance estimator **** ********. Insurance estimator is out of state and denied claim. I called the dealership and spoke with ***** ******* who confirmed damage was collision related. Pictures of damaged wiring harness were sent to the insurance who denied they received them. After further investigation found that delays from insurance were caused because **** ********s boss **** was on vacation. When i called the shop they confirmed pictures of damage deemed by the dealership as collision related had been sent to the insurance. Once **** boss returned to the office we received email saying that according to the field appraiser any damages were not collision related. Vehicle has now been deemed safe by insurance with damage causing inoperable taillights and non functioning safety sensors on vehicle. Insurance is refusing to repair vehicle to pre collision condition and deeming a vehicle with no taillights and inoperable safety features as driveable.
Business Response
Date: 06/19/2025
We have contacted the complainant discussed their concerns.
Initial Complaint
Date:05/29/2025
Type:Customer Service Issues
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.
On May 17th, 2025 my boyfriend and I were in a car accident. It was a not at fault accident and the driver stated that in person. Currently we have not heard back from the claims adjuster and my boyfriend, me, and our insurance company (Progressive) can not get ahold of the person in charge of our claim. We have left multiple voicemails and called the customer service line and they also said his phone went to voicemail. He refuses to contact us. This is bad faith behavior and we just want to get our truck fixed.
Business Response
Date: 05/30/2025
May
30, 2025

Better
Business Bureau
8100 N University
Peoria, IL 61615

Re: ID Number: ********

To Whom It May Concern:

Thank you for bringing this
issue to our attention. Please be advised we will work directly with the
complainant to address their concerns.

Sincerely,
COUNTRY Financial®
Bloomington, IL

Justin
Roth
Executive Client Relations
Customer Answer
Date: 05/30/2025
I am rejecting this response because:
I will not accept this response until our vehicle is fixed.

Customer Answer
Date: 06/02/2025
I am rejecting this response because:
There is no new information

Customer Answer
Date: 06/09/2025
I am rejecting this response because:

The response was no different than they already stated. I have said this before
Business Response
Date: 06/11/2025
June
11, 2025

Better
Business Bureau
8100 N University
Peoria, IL 61615

Re: ID Number: ********

To Whom It May Concern:

Thank you for forwarding the
complainant’s response to us for review.

We have been in communication
with the complainant, and while we cannot disclose specific details in this
response, we will continue to respond directly to the complainant to address
their concerns.

Sincerely,
COUNTRY Financial®
Bloomington, IL

Justin
Roth
Executive Client Relations
Customer Answer
Date: 06/11/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
Initial Complaint
Date:05/28/2025
Type:Billing 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 was paying into a retirement fund through these guys, they were putting my funding into a different social security number then what mine is when I finally get this straightened out they tell me they cannot even process a request for my funds until close to June 3rd because of something to do with an online blackout of their website giving me the corporate runaround for the money I gave them.
Business Response
Date: 06/03/2025
June 3, 2025

Better Business
Bureau
8100 N University
Peoria, IL 61615

Re: ID Number:
********

To Whom It May Concern:

Thank you for bringing this issue to our attention. Please be
advised we’ve contacted the complainant and addressed their concerns.

Sincerely,
COUNTRY Financial®
Bloomington, IL

**** *****
Executive Client Relations
Initial Complaint
Date:05/21/2025
Type:Billing 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 had a life insurance policy with Country Financial. I could no longer afford the monthly payment so we lowered it. Tom Keller my representativein Klamath Falls, Oregon, promised me that the endowment amount would stay the same. Based on his professional word, I trusted him and lowered my life insurance policy. What a mistake that was. I literally lost $4820. I have long Covid and cannot work. They could identify where my money went. They can’t even make an explanation for what happened. I need a refund for the 4,280.00 you stole from me. Do not Work with anyone from Country Financial. It’s all a scam and they are criminals in sheep’s clothing!
Business Response
Date: 05/27/2025
We are aware of this matter and have addressed it numerous times. We will do so again.
Initial Complaint
Date:05/08/2025
Type:Product 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 changed my home-owners insurance from ********* to Country Financial in March. I made the full payment of $2,852.64 on March 14th. Shortly after I made the payment it was paid again by my escrow account which increased my mortgage payment. I contacted my local office with **** ***** and they contacted the main Country Financial office. I was told I would be refunded the amount I paid. Per the local office representative, a refund check was sent out from IL on March 28th. After about 3 weeks and I had not received the check I called the local office. They contacted the main office and stopped the payment and started a new one. I was told that the 2nd check was sent out on April 28th. As of today, I have not received either check. I contacted the local office today and they stated that they contacted the main office and was told the check was on it's way. I want my refund and I need it asap. My mortgage is more than I can afford and this is not a way to do business. We are in the 21st century and there are better and more efficient ways such as bank depositing to solve this issue.
Business Response
Date: 05/09/2025
Thank you for making us aware of this situation. We will follow-up with the complainant.
Initial Complaint
Date:04/28/2025
Type:Order Issues
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.
Complaint is for the following Insurance Claim Underpayment

Country Financial refuses to pay for the total extension for additional temporary housing while my house was being repaired. Their explanation, according to Manager **** ******, is that the company won’t pay because I could not find a contractor who would begin the work before the insurance check cleared, which took about a month. The explanation is unacceptable. The date of loss was February 18, 2025, the remediation, and construction repairs, were not completed until April 22, 2025 therefore, my temporary housing should be covered for this entire period. I provided receipts for temporary housing, which Country Financial adjuster, ***** ******** advised the company would reimburse me for however, they failed to do so for the extension from March 21, 2025 to April 21, 2025 They only paid $6441.93 for an additional 35 days at $300 per day plus fees and taxes, which should have been $9000 plus taxes and fees. The company paid out previously $8,053 for temporary housing dates: February 27, 2025, to March 21, 2025. It should be noted the additional living expense amount coverage provided by my policy is $57,162 which my temporary housing falls well within that amount.

3. The company refuses to pay for both the recoating and screening of my hardwood floors, which was a finish that was done to my hardwood floors, last April 2024 totaling $1282.50 and they refuse to pay to replace a damaged sink for $474.23.
Business Response
Date: 04/29/2025
Thank you for bringing this to our attention. We will contact the complainant and address her concerns.
Customer Answer
Date: 05/05/2025
Better Business Bureau:

I have spoken to both my adjuster, ***** ********, and his manager, **** ******, and the matter has been resolved to my satisfaction in response to complaint ID ********. Thank you very much for your assistance in this matter.
****** ***
Initial Complaint
Date:04/16/2025
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.
It took weeks to get my son added to our car insurance. They had given me misinformation and gave me the runaround. They kept insisting thatmy daughter was still on our policy and still had our address on her drivers license when that wasn’t the case at all, my daughter had own insurance and her own address as she no longer lives at home and they were adamant that that was not the case I submitted proof. And there was zero accountability and zero apologies given my son still is not properly added to our insurance with his full name. I am not sure why this is taking so long or why I receive such a difficult experience.
Business Response
Date: 04/24/2025
We have attempted to contact the complainant regarding this issue.
Initial Complaint
Date:04/14/2025
Type:Customer Service Issues
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.
Unresponsive Claim Handling and Delayed Liability Determination for clear rear-end collision

On 04/05/2025, my new (less than 2 weeks old) 2025 tesla model y was read ended on a highway by a driver insured by Country Financial. The accident was clearly not my fault, yet as of today, the insurance company has not accepted the liability citing they are investigating. I have attempted to follow up with the claim adjuster ******* ******** multiple times via phone. And, she has not responded any of my calls, she has straight disconnected my calls and never responded to my voicemail. Neither has she asked me for any additional information from my end. I have been left out without approval to begin repairs at a tesla certified facility and no direction on what are the next steps. This is unacceptable, given that it was straightforward read end collision, and my vehicle is brand new.

I am filing this complaint to formally document the lack of professionalism, urgency, and customer service in handling of this claim. I am seeking prompt acceptance of liability, approval to begin repairs at tesla certified shop, rental coverage, and proper processing of Diminished value claim. I would appreciate BBB's assistance in holding Country Financial accountable for their responsibilities in this matter.
Claim number - **********
Business Response
Date: 04/16/2025
April 16, 2025

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

Re: ID Number: ********

To Whom It May
Concern:

Thank you for bringing
this issue to our attention. Please be advised we will work directly with the
complainant to address their concerns.

Sincerely,
COUNTRY Financial®
Bloomington, IL

**** *****
Executive Client
Relations
Customer Answer
Date: 04/21/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Initial Complaint
Date:03/10/2025
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.
I have been a customer for many years and has always been very happy. I had a agent that recently retire. Since he retire everything has went down hills as far dealing with a agent. The company has assigned a agent that I didn't want. I had to borrow money against my whole life policy. I wanted to pay the loan off. I have spoke with a ******* and has for a manager and keep getting hung up on. I also talk with *** and still no help. They keep telling me the company must assigned me a agent and I keep getting it pass around while the loan I am trying to pay-off is costing me interest payment.
Business Response
Date: 03/11/2025
Thank you for March 11, 2025, notification
in the matter of case number ********. Please be advised we are working directly
with the complainant to address their concerns.

***** *****
Country Financial
Bloomington IL 61701

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Country Financial is NOT a BBB Accredited Business.