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.

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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:03/05/2025
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.
Customer service from agent **** ******* was atrocious. First, he had my 22-year old son as the named party on an investment property. He had no ownership interest in the building. I advised agent **** ******* of this discrepancy at least a half dozen times but he never fixed the error.

Mr. ********* client service included: (1) listing a party with no ownership on a property (above), (2) removing my ex-wife from the auto policy by declaring her deceased, (3) listing my fiancé on the auto policy twice rather than fix her birthdate, and (4) not updating the credit card on file as promised. The last snafu resulted in the homeowner policy lapsing and a higher premium upon restatement. Apparently, I was also paying for insurance on my ex-wife's car for a period of time even though she long ago got her own insurance.

I hope that Country will fix the premium given the severe customer service lapses of Mr. *******. I take some responsibility for not checking policy documents and payment status. With that said, I am certain that I could identify another insurance carrier with similar pricing that stands by its customers to resolve horrible service. Please advise whether this matter can be resolved.
Business Response
Date: 03/14/2025
Hello, Please see the attached response. Thanks!
Thank you for bringing this issue to our attention. Please be advised we will work directly
with the complainant to address their concerns.
Initial Complaint
Date:01/31/2025
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 called country financial on January 31st at 11:21 to get an auto insurance quote because the internet referred me. When I called I talked to a **** **** who was first acting like a pushing salesman telling me I prefer something higher than what your insurance I already have. I told him I wanted to compare to my current insurance and every time he suggest a higher deductible or liability limits. Then he kept pulling up accidents from my daughter that don't even live here. My daughter used to be insured through them while staying with her boyfriend and was hit by a tractor trailer. I told him my daughter doesn't live here but the quote said different. My other daughter had an accident and has her own home and insurance and he added her to quote anyway after I told him that she doesn't reside with me. Me and my husband are 50 plus no accidents or claims in years. He gave me a 1332.00 quote said it was high because using roadside service. We mainly use our ***. Couldn't explain why his quote is 1100.00 more than everyone else I called. He's using my daughter accident against us and doesn't reside at my address. Please clarify because there's no way. I tried calling corporate they transferred me to a ***** guy who tried to send my back to problem **** ****.
Business Response
Date: 02/04/2025
Thank you for the February 3rd, 2025, notification
in the matter of case number ********. Please be advised we are working directly
with the complainant to address their concerns.

Sincerely,
***** *****
Executive Client Relations
COUNTRY Financial®
Bloomington, IL
Customer Answer
Date: 02/05/2025
I am rejecting this response because:

This is not a resolution to the matter. Although the company is addressing the issue, I would like the outcome and then a apology. I would also like a thorough non bias quote ran again with the correct information given to the representative for me and my spouse. Thank you.
Business Response
Date: 02/06/2025
Please
be advised we are working directly with the complainant to address their
concerns.

Sincerely,
COUNTRY Financial®
Bloomington, IL
***** *****
Initial Complaint
Date:01/30/2025
Type:Customer Service Issues
Status:
UnresolvedMore 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.
The adjuster for this claim had us wait months for an engineer to evaluate structural concerns and made no attempts to find us a sooner date. Of course by the time the engineer they send out comes to see the house, a lot of the damage showing structural damage have been repaired because it’s not like everything could be put on pause while we wait nor did the adjuster ever ask us to. The very least I would have expected our adjuster to have given him interior pictures showing some of the structural damage to ceilings and cracks in various areas particularly the living room since our concerns involved the chimney and the front brick facade. This wasn’t done. Instead the engineer provides in his report that there’s no damage to the interior walls by the brick facade or chimney. Which tells me a full picture was not provided to the engineer. The damage to the front brick facade was only directly below where the tree fell and there’s no damage anywhere else along the whole front so it doesn’t take a genius to see this damage was from the tree particularly when it’s buckling only in a small area directly below. I asked the adjuster why he didn’t share interior photos with the engineer and all he could tell me was he did his best and that I can hire my own engineer.
Business Response
Date: 02/04/2025
We will reach out to the complainant to discuss the issue with them directly.
Customer Answer
Date: 02/04/2025
I am rejecting this response because:

I haven’t been offered a solution to the issue. Just that they will look into it and provide a response.
Customer Answer
Date: 02/04/2025
They responded to me but only said they would look into it and provide a response but no indication as to when.
Customer Answer
Date: 02/11/2025
I’ve received no correspondence from ********* from Country Financial even though I’ve responded to her email.
Business Response
Date: 02/12/2025
We have been in touch with the complainant regarding this issue.
Customer Answer
Date: 02/12/2025
I am rejecting this response because:

********* simply keeps stating that their formal response will be to the ********** ** *********. No explanation of how long that will be. They are simply trying to close this without providing any kind of resolution.
Initial Complaint
Date:01/26/2025
Type:Service or Repair 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.
I recently bought my first home in Burnsville, Minnesota through first time home buyers program. Not long after there were some strong storms and high winds that caused some damage to my roof. There has been water intrusion from the roof that has caused some of my floor and walls to mold and decay. I have 2 children under the age of 5 and one has asthma which has WORSENED since this happened. She has been hospitalized twice due to asthma attacks that occur while sleeping. I have reached out to the company since June of 2024 with the company first saying I didn't have insurance. After some back and forth between my mortgage lender and the insurance company they agreed to "re-instate". I have been paying my mortgage and bills on time so there is no reason why it should of been not active in the first place. Due to being under first time home buyers program the insurance is paid when the mortgage is paid. After the insurance company agreed to reinstate, we had a few communications on when it will be done that was in the fall and I have not heard back from them since. I need my roof, flooring, and walls replaced now where it is rotted out.
Business Response
Date: 01/27/2025
To Whom It May Concern,

Thank you for the January 27th, 2025 notification
in the matter of case number ********. Please be advised we are working directly
with the complainant to address their concerns.
Thank you,
COUNTRY Financial
Bloomington, IL 61701
Executive Client Relations Specialist
***** *****
Customer Answer
Date: 01/27/2025
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:01/13/2025
Type:Billing 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.
I called Country Financial to discontinue my insurance bundle with them because I've accepted a bundle from ***** ****. Country Financial continue from November the 5th the date of my cancellation of the service but they continue and kept my homeowners insurance and only canceled the car insurance. ***** **** contacted me letting me know that they could not start the policy because I still had Country Financial as my homeowners insurance. I called my mortgage company and we both was on the phone with Country Financial. Country Financial told me that I told them to cancel my cars which is untrue I called and canceled the bundle insurance Country Financial then told me that I will receive a refund and they will only go back 14 days. Which would leave me holding over $1,821.26 owed to my escrow account. The mortgage company told them that they've been paid for six and I don't understand if they've been paid how is it that I owe $1,821.26 out of pocket. And I clearly canceled my policy November the 5th 2024. ***** **** and ******** Bank is in agreement with myself as far as this being unfair practice.
Business Response
Date: 01/14/2025
January
14, 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: 01/21/2025
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.
Customer Answer
Date: 01/21/2025
I received a Gmail from Country Financial on 1-14-2025 saying that they would refund me backdated to the day I canceled my policy. 11-5-2024. I'm satisfied with their decision on making me whole.
Initial Complaint
Date:01/03/2025
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 PAID FOR LIFE INSURANCE FROM COUNTRY FINANCIAL FOR OVER 20 YEARS. DUE TO THE MAIL DELIVERY PROBLEMS IN GA AND HURRICANE HELENE, I HAVE NOT RECEIVED MY MAIL. I HAVE CALLED THE MAIN COMPANY SEVERAL TIMES AND ASKED FOR ALL MY ACCOUNTS TO BE ONLINE;YET, THEY HAVE FAILED TO PROVIDE THE CORRECT INFO ONLINE. THEY HAVE NOT CANCELED MY LIFE INS. WHICH I HAVE ALOT OF MONEY INVESTED IN OVER A LONG TIME. I HAVE CALLED THEIR CUSTOMER SERVICE AND CANNOT GET A RESOLUTION. PLEASE HELP
Business Response
Date: 01/13/2025
Please see attached document.
Please be advised we will work directly with the complainant to address their concerns.
Initial Complaint
Date:12/30/2024
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 Dec 13 I had a situation where I did not know if a claim was necessary. I called my father because I did not know what to do. I knew my rep was out of the county, but I anticipated for him to be back in about a week. I talked to ****** in claims. I told her I do not want to go through a claim without consulting with my insurance rep “**” first. It is my right to make an educated decision on what to do. ****** stated the claim would have to be in the other policyholder’s name. I asked her why and she could not answer that, she said to talk to my rep I gave ****** permission to go through the process with my father, but I would not be submitting a claim until I talk to my rep. ****** coerced US into a claim on a policy that he is not on. This whole time I'm under the understanding that I'm just finding out info this is not permanent. She told me to use a specific car place (****) to make it easier for the claim process IF I choose to go forward with the claim. She said I could have them send information to Country Financial IF I want to go forward with the claim. My father agreed with ****** to do it over the phone for information reasons not to submit a claim. I expressed to ****** on December 17 that we are not doing the claim, and she told me she will note I did not accept money and the claim is closed. I told her she needs to delete the claim I never authorized a claim because I still have not been able to talk to my rep **.

No one told me it would be on my driving record and that I am essentially moving forward on a claim. I was clear I could not and would not authorize a claim I just wanted information. ****** told me it’s closed, and it doesn’t matter. Every interaction on the phone was agreeing I will talk to my rep before deciding about doing a claim. There was never an interaction with anyone that stated I have completed a claim. Just that I need to talk to **. No one was clear about any of this.
.
Business Response
Date: 01/02/2025
Thank you for December 31st, 2024, notification
in the matter of case numbe********. Please be advised we are working directly
with the complainant to address their concerns.
Customer Answer
Date: 01/08/2025
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.
im Supposed to have a resolution by the 14th
Initial Complaint
Date:12/26/2024
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.
Requested via e-mail and phone several times to **** ******** to drop insurance coverage on one automobile covered, (Hyundai Sonata) dating back to June '24.

Communication was not acted upon, and I remained paying for the auto in question via automatic payment. Received renewal notice in November with Hyundai still showing on the policy.

When told via a previous phone conversation with **** that I needed to provide my original e-mail request so the matter could be taken care of retroactively by the underwriters, I forwarded the email in question and never heard back.

Upon an additional request for resolution via email, ********, ****** assistant, responded that they required some sort of proof of sale or documentation. (which I believe to be untrue), but I did provide seller's notice of sale and copy of registration by new owner.

The insurance cost of the vehicle that was sold but billed for 6 months is $528.67

I'm looking for a full refund immediately.
Business Response
Date: 12/27/2024
This matter has been resolved. We will contact this party to discuss the situation.
Initial Complaint
Date:12/23/2024
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.
Country Financial’s agent, who has since “left” the company, submitted a declaration that was fraudulent. Our mortgage company sent a check for $1898.38 to the company for our insurance premium. The company cashed the check on 10/30/2024 with no policy and now refuses to give the money back. I have been told since 12/03/2024 that the check would be written and refunded, which has not happened. The company has claimed to have written the check and forgotten to mail it out on 12/04/2024, then claimed that they’ve mailed it on 12/12/2024. We have yet to receive the money as of 12/23/2024. The company is fraudulent and incompetent.
Business Response
Date: 12/30/2024
Response has been attached.
Please be advised we will work directly with the complainant to address their concerns
Customer Answer
Date: 01/13/2025
Company has since sent a check, stopped payment, and claimed that they do not have a record of the check number.
Business Response
Date: 01/14/2025
Please see attached.
Please be advised we will work directly with the complainant to address their concerns.
Customer Answer
Date: 01/15/2025
I am rejecting this response because:

Through correspondence with a representative with the company, I have been assured that our refund would be directly wired to my bank account by the end of the 01/15/2025 business day. The company does not take any more calls after 5pm. As of 5:37pm CST on 1/15/25, I have yet to receive a refund. They have claimed since 01/13/2025 that the amount of $1898.38 would be wired to my bank account as long as I provided the wiring instructions.
Customer Answer
Date: 01/17/2025
We have yet to receive the refund. The company has failed to correctly follow the wiring instructions, resulting in the transfer being returned to the company.
Business Response
Date: 01/22/2025
Please see attached.
Please be advised we will work directly with the complainant to address their concerns
Initial Complaint
Date:11/26/2024
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 TRIED SWITCHING TO ANOTHER REGION BECAUSE THEY WONT RAISE MY RATES ON MY BARN. ITS BEEN WEEK PLUS AND THE FEMALE EMPLOYEE ARE NOT RETURNING MY CALLS UNLESS I CALL THEM. I CALLED CORPORATE. SHE ALWAYS SAYS ***** NOT THERE AND ITLL BE FEW MORE DAYS? WHY IS SO HARD TO RAISE MY PROPERTY? DO THEY NOT WANT MORE MONEY? I CANT EVEN CANCEL IT TO GO TO ANOTHER INSURANCE TO RAISE MY RATES ON MY HORSE BARNS. NEVER IN MY LIFE HAVE I SEEN A BUSINESS NOT WANT MORE MONEY?
Business Response
Date: 11/27/2024
We have been in communication with Mr. ***** regarding his concerns. We are doing what we can given the circumstances of this situation. We need additional information to process some requests and have emailed him about this.

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Country Financial is NOT a BBB Accredited Business.