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

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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:10/30/2023
Type:Billing 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.
Changes were made to my policy that caused an overbill of approximately $400 over two months. The agent office ( ***** *******) refused to issue a refund.
Business Response
Date: 11/08/2023
We have attached our response to this message.
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.
Customer Answer
Date: 11/14/2023
I am rejecting this response because:

The business’s response is trying to justify their error that was the cause of me canceling the policy. They applied the highest risk driver to the highest risk vehicle when I removed his vehicle from the policy, resulting in an overcharge instead of a decrease due to removing a vehicle from the policy. When I added the vehicle back they never reapplied that vehicle to him. They never credited me for the error.
Initial Complaint
Date:10/30/2023
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.
Good morning,

I purchased a property 2yrs ago and have difficulty trying to get copies of the condo association rules from the association. It’s called ******** *** ***** ********** in Wilmington, IL. I’ve asked the current president, *** ****** but have never received anything. In addition to my inquiries, I had to file a claim for some roof damage and was denied this year. I found out that this roof for my property was done in 2018 under Country and Mr. ****** is the policyholder but when I asked, he said he is not familiar with anything being done at this property. I was then told by Country that the exterior isn’t covered then was told they informed the roof estimator they cover my interior, this is not correct I have ***. Most recently, I was told by the adjuster the insurance company, Country, is telling them that the deductible is $11,000. The adjuster said they have never heard of such a deductible and have encouraged me to reach out to your state agency for guidance and help. I just want this roof fixed and investigate the validity of ******** *** ***** *********** in Illinois that I've been paying into, every month now for 2 years counting.
Business Response
Date: 11/01/2023
November
1, 2023

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

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: 11/13/2023
I am rejecting this response because:

I received a call from **** ******* on 11/1 who left a vm to call him back. I did so and left a vm. The call was returned on 11/3 from another gentleman in the office, the name escapes me but I want to say ***** ***** or something similar. That said, he asked me how he could help me and I said I was following up on my claim inquiry. He said it’s denied, “nothing else to talk about”. To that I said I was calling the corporate office back and also going to media. He said “you do what you have to do and I’ll note it here”. I then called back **** from the Client Affairs office at Country Financial corporate who apologized twice and wished me a good day. I received 2 letters today, one dated Tuesday, November 7^th and the other dated Thursday, November 2^nd, 2023, both arriving today in the mail. I am not satisfied with this response from Country. As I had briefly discussed with you, I have been living in this condo for 2 years and have been paying an association fee, however after several attempts I have yet to receive the rules for this association. I have contacted IDFPR, Division of Professional Regulation as well because as a former condo owner, I have never had an issue with knowing what I was paying for and received Rules and Regulations from said condo associations. The greatest issue that is presented here for me is the Country Financial condo insurance. I was told to contact them from the condo president here and when I did, they came out with a drone and told me the roof wasn’t covered. But as I’ve tried to inquire further, I’ve been told they only cover interior, then they said they cover exterior and then that I’m not on the policy at all. I wish I could make better sense of this whole situation but sadly, this is how it has been transpiring for me and I cannot make sense of it, which is why I had to contact the BBB.

The only thing I want is to just simply repair the roof. Please feel free to contact me at your convenience and if you have any questions for me, please by all means, feel free to reach out anytime.

Sincerely,

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

************
Business Response
Date: 11/14/2023
November
14, 2023

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

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

To Whom It May Concern:

We’re sorry to hear the
complainant is still dissatisfied, but we’ve contacted them and explained our
position.

Sincerely,
COUNTRY Financial®
Bloomington, IL

**** *****
Executive Client Relations
Initial Complaint
Date:10/05/2023
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.
On July 13 someone in our office backed into our parked car in the parking lot causing significant damage mechanically and cosmetically to the trunk. This person was insured by country financial and thus we filed a claim with his liability.

After being unreachable for MONTHS, Country finally got our claim moving. I called them on multiple occasion to express that I wanted to take our vehicle to a Porsche certified shop and expressed concern about us incurring any out of pocket costs if there were price discrepancies and I made it clear we were not to be responsible for anything and would prefer to take it to a shop they worked with if there was any possibility that this could become an issue later on.

On at least three occasions the adjuster I spoke with assured me this would not be an issue and they would work everything out with the body shop. Based on this assurance we went to a shop of our choice. Now, almost a month into the repairs we are caught in the middle because Country is going back on their word and refusing to pay the rates for the shop, despite having paid them in the past. If we move forward with repairs we will be out of pocket for at least 1000$, if we take our car out of the shop we will incur thousands more for storage. All of this was caused by Country Financial's deception and negligence.

We tried to talk to the insured and let him know we would have to take him to court for the damages due to the issues with Country. He called them and they mislead him as well, telling him everything was worked out and he had nothing to worry about.

All of this is ON TOP of the fact that they were unresponsive for months and subsequently messed up with out replacement rental as well.

We are seeking they uphold their word to work with the body shop and leave us out of this mess. I have spent hours on the phone trying to resolve this when they are the ones that messed up.
Business Response
Date: 10/06/2023

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: 10/06/2023
I am rejecting this response because: Country Financial has done nothing to resolve this complaint. In simple terms they assured me they would work with the body shop of our choice and we would not be responsible for any out of pocket costs as long as said body shop submitted all the necessary paperwork. Now they are reneging on this assurance and attempting to make us responsible for a significant portion of out of pocket expenses.

Furthermore, the appraiser who decided all of this has been rude and threatening. When I tried to work with him and explain that none of this would have happened if they answered my multiple inquiries he threatened me saying that we were stalling the repairs and the longer we took to decide they would stop paying for our rental and would reject further supplementals. This was only two days after we were informed of the issue and we needed time to think about it because due to the circumstances CAUSED by Country Financial we are either being forced to pay out of pocket for the repairs or even more thousands out of pocket for the storage and work that was already done at the body shop.

Furthermore, I spoke to the shop yesterday to inquire about why they also took so long to inform us of the issue given they should also take responsibility for that. They provided me with their communication log which showed that they submitted all necessary paperwork to Country within 48 hours of us dropping off our vehicle. They attempted to contact Country for an answer multiple times per day over the next week and a half and even left messages for supervisors requesting communication. The same Gary who threatened me for needing time to think about how to proceed with the undue burden this company placed on us is the same Gary that took over a week to give any sort of response to the body shop, thereby making us responsible for significant costs should we decide to pull our car and take it to the shop of Country's choosing. Either way, we cannot win and are being asked to pay thousands for an accident we had nothing to do with.

When we attempted to communicate with the other party to inform him that we would have to try to recoup the costs from him due to Country's negligence he contacted Country who then proceeded to LIE to him and tell him we had worked everything out and telling him to direct us to call Country instead of speaking with him.
Country NEEDS to take responsibility for the wrong information they gave me which led me to go to a body shop of my choosing. Again, I asked on multiple occasions if we would be responsible for any out of pocket costs should we go to a shop of our choosing in case they had different prices, I was assured on at least 3 separate occasions not to worry about that. Due to our detrimental reliance on this assurance we proceeded to choose our own shop. Now, Country won't take responsibility for their mistakes. Just as they are unresponsive to the shop, they have been unresponsive with us, trying to skirt around the issue, refuse to take responsibility for their words, renege their obligations and continue to say that past payments to that shop for those rates were errors and mistakes. Despite all of this they continue to lie and stop us for attempting to recoup our money

Business Response
Date: 10/16/2023

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
Initial Complaint
Date:10/03/2023
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.
Changing insurance company and was informed that Country Financial had reported that I filed two claims, which is untrue. I filed one claim and contacted Country Financial regarding a burst pipe in the basement 8/22/ 2023. I was assigned an agent. However, I never spoke with the agent nor did he come to my home to inspect the damage. I left a voicemail stating to disregard the inquiry 8/25/2023. I emailed ***** ******** 9/28/2023 with no response. I left a voicemail 10/2/2023 which he responded by saying that he couldn’t do it. He would forward to claims, which he is a claim representative. However, I contacted claims 9/29/2023 and was instructed to contact the agent assigned to the case.
Business Response
Date: 10/04/2023
Thank you for letting us know about this. It has been shared with claims management and we'll follow-up with ***** soon.
Customer Answer
Date: 10/04/2023
I am rejecting this response because: I need the letter by Friday, October 6, 2023
Initial Complaint
Date:09/23/2023
Type:Product 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 had car accident dated 07/05/2023 claim number **********. I got email about rental car from Mr **** ****** dated Jul 11,2023 says reimburse me up to $40 per day and a maximum of $800 for rent. As per the rental company the insurance paid only $27.00 per day the total amount for the rental car was 612.44. I paid the difference by my credit card $219.02. So i ask the insurance company to reimburse me for the amount i paid.
Business Response
Date: 09/25/2023
Thank you for the details. Someone from our Claims department will be reaching out to discuss.
Customer Answer
Date: 10/01/2023
I received $180 from the insurance company. So I am satisfied with their response and close my compliance
Thank you BBB, because of you I got my money.
Customer Answer
Date: 10/02/2023
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:09/21/2023
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.
My home was damaged by a tornado on July 12th. My roofing company recommended replacing the roof due to the damages and that it can not be repaired. The insurance company claims the roof can be repaired. They gave me no explanation as to how it can be repaired. They just claim it can. Now I have only half of my roof covered and a roof that can’t be repaired.
Business Response
Date: 09/22/2023
We will reach out to Mr. *********** to discuss this matter.
Initial Complaint
Date:09/05/2023
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.
I submitted a claim for roof damage and received a check for $9172.33 and was told if I actually have the roof replaced within a year I would receive the depreciation amount. I would only need to submit the receipt. I had the roof replaced and submitted the receipts. The agent, ******* ******, informed me once I submitted pictures of my new roof , then he would release the funds. I responded to him that he did not say to submit pictures; he only said to submit the paid receipt which did. He did not respond nor sent the depreciation refund. If he had stipulated that I needed to submit pictures of the new roof, I would have informed the company that I needed pictures. I am enclosing the correspondence between us.
Business Response
Date: 09/06/2023

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: 09/07/2023
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:08/18/2023
Type:Product 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.
My mother and I had separate amounts and policies. She passed on 11/27. You were notified within 48hrs, as I was attempting to locate insurance policies for her funeral. My agent at the time (he retired June ‘23) was sympathetic, even sent a card. He assured me her policy would be canceled. It was not. In fact, it still isn’t 9 months later. Not only that, in March of this year, one of my family members called who is NOT in any policies, has zero approval to do anything (I have administrative powers for the estate of my mother and no one is authorized on my policy) and she was given information about a car I purchased after my mothers death, as well as my mothers information, clearly violating privacy regulations. You also have my policy and car and bank account ON HER POLICY still when it was never added by me. So my back account and car info are just out there for the world to see. I may well sue, I’ve been told I have a case. Now you’re refusing to refund before March, even though it’s clearly visible in the account termination was pending in December like it should’ve been when I initiated it. Unacceptable. You can’t render services to a dead woman and her car that was returned to the dealership.
Business Response
Date: 08/21/2023
Thank you for bringing this to our attention. We will reach out to Ms. ******* asap to resolve this matter.
Customer Answer
Date: 08/21/2023
I am rejecting this response because:
No one has reached out to me, even the representative I was corresponding with Friday.

Customer Answer
Date: 08/28/2023
I am rejecting this response because:

They’re still claiming they were never informed of my mothers passing despite the agent having checked for life insurance during 48hrs of it, putting in a cancellation request, and them them canceling that and accepting payment from my confused sister who was never even to do things on any account. They have yet to confirm with recordings or the agent that he spoke to me even though he sent a card for my moms passing. Just trying to get the review gone and not have to pay.
Initial Complaint
Date:08/15/2023
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.
We have an accident last August 4, 2023. The driver that hit my wife's car have a Country Financial Insurance. They have admitted fault to the accident. The adjuster assigned to our claims keeps delaying the repair of our vehicle. The adjuster's name is ******* *******. She won't provide us a rental car for us to use unless she said the parts for the repairs are already in the shop. This is wrong to my knowledge. I had accidents before and once the insurance had the estimate then you can bring your vehicle to the shop of your choosing and then the insurance responsible will book you a rental car. But in our case, Ms. ******* won't provide us a rental vehicle. Her reason was the vehicle was drivable. Yes it's drivable but it's not safe to be driven. The rear bumper was hit hard and I, we don't want to be driving the vehicle because we're afraid that bumper might fall off when we're driving it. But she insisted that the vehicle is drivable. Then last Thursday, Aug.10, 2023, I've already informed her that I did talked to the shop and they told me the parts will be arriving Monday, Aug.14, 2023. But she never made reservation for a rental car for us. She keeps insisting that she need to confirm that the parts are in the shop before she makes rental reservations. But then again she never made a call to the shop to confirm that the parts have arrived.
Business Response
Date: 08/16/2023
We have been in contact with the body shop the last few days, asking them to confirm when parts are in. We lvm for them the morning on 8/16/2023 and are awaiting a call or email back. We can authorize rental once they do so.
Initial Complaint
Date:07/26/2023
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.
04/28/2023 claim# ************home claim department purposedly unreachable for a long time
do not able to help with a simple meter ,preventing to fix the roof after hurricane and hail damage.
Please help, ****** **********
Business Response
Date: 08/04/2023
Please be advised we will work
directly with the complainant to address their concerns.
Customer Answer
Date: 08/11/2023
I am rejecting this response because:

Mr. ********* called into BBB to state that the issue is still not resolved. He states that he did receive contact from the business and they provided more photographs of the roof, however Mr. ********* states that the photographs were not close enough to see the hail damage. Mr. ********* asked a roofing company to come to his home and take photographs of the damage. They came and took photographs of the damage. They forwarded those photographs on to the business. They are also included with this rejection. Mr. ********* states that although he spoke once with the business, they are no longer taking his phone calls and that they will not discuss the issue with him. He would like to talk to the business because he maintains that his roof has hail damage and that his insurance policy had hail damage coverage. He is therefore rejecting the business response and would like further contact from the business.

********* ****
Business Response
Date: 08/17/2023
Thank you for bringing this issue
to our attention. Please be advised we will work directly with the complainant
to address their concerns.

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Country Financial is NOT a BBB Accredited Business.