Business Profile

Insurance Companies

Country Financial

Headquarters

This business is NOT BBB Accredited.

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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:07/23/2023
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.
Issue 1: Non-Payment for Roof Repair Despite filing the claim within the appropriate timeframe and providing all necessary documentation to support my case, Country Financial has failed to provide the required financial assistance for the repair of my roof. The damage sustained during the incident has compromised the structural integrity of my home and poses serious safety concerns for my family.

Issue 2: Lack of Depreciation Calculations Additionally, Country Financial has not presented me with any depreciation calculations related to my roof repair claim. As a policyholder, I have the right to understand how they arrived at their decision regarding the claim's value. The lack of transparency and explanation is highly concerning and leaves me without any understanding of how the settlement amount was determined.

Issue 3: Denial of Appeal Rights Furthermore, when I sought to appeal Country Financial's decision regarding my claim, they refused to acknowledge my appeal and denied me the opportunity to have my case reevaluated. This denial of my right to appeal is both unfair and in violation of the rights afforded to me under the insurance policy and relevant Minnesota statutes.
Business Response
Date: 07/25/2023
We will follow up with the complainant directly.
Initial Complaint
Date:06/27/2023
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 May 20th, my 2015 Tesla Model S was side-swiped by a driver- ***** ***** that was insured by Country Financial. Since that time, 5 weeks now, I have been without a vehicle as my vehicle is being repaired. I have been attempting to reach Country Financial for weeks to obtain a rental car paid by them but they are ignoring my phone calls and not returning my voicemails. I have researched what a rental car that is similar to my car would cost to rent and it should be roughly $600/week. Therefore, I am requesting a $3,000 payment for the 5 weeks of hardship placed on me and my family due to me not having a vehicle and the company ignoring my attempts to reach them. Thank you.
Business Response
Date: 06/27/2023
June
27, 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
Initial Complaint
Date:06/26/2023
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.
Subject: Complaint against Country Financial Insurance Company
Claim Number: *********** Date of Loss: 10/24/2022

Dear Sir/Madam,

I am writing to file a formal complaint against Country Financial Insurance Company regarding their handling of my claim (Claim Number: ***********) following an accident involving their insured party, ****** *********, on October 24th, 2022. I have encountered numerous issues throughout the claims process, resulting in substantial personal injuries, complications, and financial damages.

Firstly, my assigned claims consultant, ****** *******, has consistently failed to communicate with me regarding the progress of my claim. Despite numerous attempts to reach out and seek updates on my case, Ms. ******* has been unresponsive. Furthermore, I recently discovered that she abruptly closed my file without any explanation or resolution of my outstanding concerns.

Additionally, I have been working with ******* ******, the Subrogation Recovery Analyst representing my health insurance provider. Mr. ****** has also expressed dissatisfaction with the lack of communication from Ms. ****** ******* and Country Financial Insurance Company, which has hindered his efforts to facilitate the appropriate reimbursement for my medical expenses. It is worth noting that ******* ********* ********* ******* was responsible for covering my medical bills, as stipulated by my insurance policy, rather than ********** Insurance.

Moreover, the insured party, ****** *********, involved in the accident admitted fault at the scene, as confirmed by the issuance of four tickets and their being found at fault on the police report. Despite these clear indicators of liability, I have yet to receive proper compensation for the damages I have incurred.

Given these circumstances, I kindly request that the BBB and the ******* ******** ********* ****** thoroughly investigate my complaint against Country Financial Insurance Company. I believe their actions, particularly the lack of communication and failure to fulfill their obligations, warrant intervention and resolution. I seek a fair and prompt resolution to my claim, adequate compensation for my injuries and damages, and improved accountability and communication from Country Financial Insurance Company.

Enclosed, please find copies of relevant documents, including the police report and any correspondence with Country Financial Insurance Company, to support my complaint. I would be grateful if you could acknowledge receipt of this complaint and provide me with information on the steps taken to address the matter.

Thank you for your attention to this matter. I look forward to a prompt and favorable resolution.

Sincerely,

****** ******
Business Response
Date: 06/28/2023
We will follow up with the complainant directly regarding this matter.
Initial Complaint
Date:06/22/2023
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.
The problem is I have a claim and I can't get in touch with the claim representative or the investigator. They continue to be unavailable at times when I have questions. Also they don't respond to voicemail or return calls.
Business Response
Date: 06/23/2023
Thank you for bringing this to our attention. I will contact management and confirm the complainant is contacted.
Initial Complaint
Date:06/07/2023
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.
I got a quote for auto/home from ****** ******** out of Georgetown. I also wanted to speak to some other Country Financial representatives in the area to make sure ****** would be the best fit for me. I'm looking for an agent that responds, if needed, after hours and works hard. I think the auto quotes could be lower, but I need to find an agent. Once you communicate with one agent with Country financial , no other agent will want to communicate with you, as they claim they do not want to make any other agents upset. Business is business, why do they care if a customer is trying to make sure their agent will be right for them?
Business Response
Date: 06/08/2023
June 8, 2023

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

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
**** *****
Customer Answer
Date: 06/08/2023
I am rejecting this response because:
Country Financial gave me ONE quote, and just like a candidate who interviews for a job vacancy, I talked with some other Country Financial agents. Country Financial Executive management decided not to do business with me just because I was trying to make sure I was going to be picking out the right agent to use. I totally recommend staying away from this company!!
Initial Complaint
Date:05/15/2023
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.
Have a dispute over damages to vehicle from there Customer
Customer Answer
Date: 05/16/2023
The car accident was 5/7/2023 at 7:50 PM. The disagreement on the estimate is for a wheel that doesn’t match my other wheels and that’s all they’re willing to pay for and I said the other three would be my problem. The man that wrote the estimate up cussed me and hung up on me because obviously I’m upset over the fact of them telling me they’re not going to pay for the other rims and make it correct and match again so they’re expecting me to put out another $1300 to$1500 for a set of rims to match the one they’re willing to buy they don’t make that room anymore so I don’t know how they came up with $360 for my rim. My all my rooms are bead lock and the rim they’re trying to buy is non-bead lock it’s fake with stickers it doesn’t match the set. The more time I have to deal with this the more time I lose at work I do not make hourly money. I’m a piece works as much work as I can get done and I can’t get anything done what I’ve been on the phone I told him what would happen if they didn’t make it correct I would contact the lawyer go after him and he said he didn’t care of that was perfectly fine cause they were not paying for
Business Response
Date: 05/17/2023
Thank you for bringing this issue to our attention. Please be
advised we will work directly with the complainant to address their concerns.

Sincerely,
COUNTRY Financial®
Bloomington, IL
Initial Complaint
Date:05/10/2023
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.
I was involved in a vehicle accident where I was found to be not at fault. I worked it out through the other driver's insurance (Country Financial) to have the vehicle repaired and to pick up a rental from ********** while my car is being fixed. On Monday 5/8/2023 I dropped my 2016 equinox off to be repaired. When I arrived at **********, they informed me that I would be receiving a standard size vehicle which is not comparable to the vehicle being repaired. I tried to reach ******* at Country Financial ************** in regard to claim number *********** to let him know that that the vehicle they put me in wouldn't be acceptable based on my needs. His voicemail indicated he is the best person to handle the matter but would be out of the office until 5/15/2023 and he would have people responding to his voicemails. I called again Tuesday and did not get an answer. I got a return call today 5/10/2023 stating that they would not cover the comparable vehicle. I also asked if they would cover the days I had already been driving it because they would not answer or respond to calls to which they also replied no. I feel they should have provided me with a comparable vehicle.
Business Response
Date: 05/12/2023
We will follow up with the complainant regarding this complaint.
Initial Complaint
Date:04/11/2023
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.
see Attached document
I paid my escrow with my mortgage company, but there was a shortage in the escrow amount. I overpaid and am due a refund.
Business Response
Date: 04/11/2023
We are aware of this situation and will be responding to the complainant shortly.
Initial Complaint
Date:04/10/2023
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.
On 2-28-2023 I a check was issued to me to repair my bumper on 2004 pt cruiser. $395.50 was deducted from estimate. I understood that it was my penalty for not turning in the damage the way they thought I should.
Business Response
Date: 04/12/2023
We will reach out to the complainant to discuss this situation.
Customer Answer
Date: 04/12/2023
I am rejecting this response because:
I don’t understand how they can just decide to deduct that. I talked to several other insurance companies that said they should pay all but my deductible and that I shouldn’t give up until they did.

Business Response
Date: 04/13/2023
We have spoken with the complainant, and they confirmed they understood on the phone.
Customer Answer
Date: 04/14/2023
I am rejecting this response because:

I understand what he told me but do not feel it is fair. Why did they offer to pay half of the estimate at one time and why are several uninvolved insurance agents telling me they should pay all but my deductible?
Initial Complaint
Date:03/14/2023
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 an accident in my vehicle. I took my vehicle to **** **** **** in Mattoon, IL to ve repaired. Country Financial Insurance sent me a check for the preliminary estimate value of the damage. **** found more damage to the vehicle once they started taking things apart to make repairs. Insurance sent a second payment to **** but at the final bill there was an $1116.88 difference between ****** quote and what insurance "felt they should pay" leaving me to cover the rest of the bill. This is not including my $500 deductable which I also paid. The insurance company was dictating what should and what should not be repaired, saying that some of the repairs were "unreasonable". I have a hard time understanding this since they are not in the business of repairing cars. Tget are ub the business of providing coverage on cars. I took my car to a certified repair shop because they are qualified and know what repairs are needed. I feel that the insurance company should cover all of the costs to repair the vehicle back to pre accident condition. (less my $500 deductable of course)
Business Response
Date: 03/15/2023
We will be in touch with the complainant regarding this complaint.
Customer Answer
Date: 03/15/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and look forward to hearing what they think a fair resolution is.
Business Response
Date: 03/27/2023
We will be in touch with the complainant again regarding this complaint.
Customer Answer
Date: 04/03/2023
I am rejecting this response because: This has gone on long enough and the issue at hand has been dragged out far too long. I had a short time line to respond but there is not pressure for the other party to respond with a comment other than "we are reviewing it". At what point do they have a time line to present something worth thinking about accepting as a resolution to the situation?!

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Country Financial is NOT a BBB Accredited Business.