Complaints

This profile includes complaints for Kemper Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Kemper Corporation

  200 E Randolph St Sutie 3300 Chicago, IL 60601-6436

  
• 

  Kemper Life

  400 Penn Center Blvd Ste 311 Bldg 4 Pittsburgh, PA 15235

  
• 

  Kemper Life

  1373 Broad St Ste 303 Sutton Plaza Clifton, NJ 07013

  
• 

  Kemper Life

  1738 Elton Rd Ste 315 Silver Spring, MD 20903

  
• 

  Kemper Life

  135 Merchant St Ste 250 Cincinnati, OH 45246

  

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:01/21/2023

  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 have had Alliance United Auto Insurance since 2018 and have made timely payments up until January 17th, 2023. I received a new debit card and although it was my responsibility to update the card to complete the payment, I never received a notification from the insurance company. Usually, other companies will contact you to let you know if your payment did not process. I received a letter dated 01/20/2023 stating that they attempted to withdraw the insurance amount on 1/17/2023, but could not do so. Thus, they cancelled the policy and will no longer accept any payment, even when I was willing to pay late fees/additional charges. I contacted the insurance company and was told the same information. When asked if there was anyone I could speak to other than the customer service rep, she stated "No, they will probably tell you the same thing." On the renewal premium billing notice sent, there was a statement on the bottom that states "If your payment is postmarked on or after the Payment Due Date, your policy may be reissued with a lapse in coverage and incur a $10.40 reissue fee." As well as a payment late fee of $25.00 notice. I understand a new company acquired Alliance and they may not want to continue providing the same rates/insurance. Now, I have to find another insurance policy that will most likely be more expensive than what I was originally paying through Alliance and pay any additional charges because of this issue. Thank you for your time.

  

  Business Response

  Date: 01/30/2023

  Good afternoon,

  Please see our attached response for file 18871181.

  Please advise if further assistance is required.

  Thanks,

  Regulatory ************************************************************************************ 35203
  ************
  **************************************

   

  Customer Answer

  Date: 02/03/2023

   
  Complaint: 18871181
  
  I am rejecting this response because: The company has only restated what I wrote and indicated in my previous email to them and has made no offer of resolution. I understand the notification was sent to me, but no notification was given about the card expiring at any point, nor was there a grace ****** offered. The letter sent to me also indicated that a if a late payment was received, a fee could be paid to reinstate the policy. I understand completely that the company changed to new business owners that *** not follow the same policy as the previous owners, but no notice was sent of this change at any point.

  I have since then updated my insurance policy at a higher rate and monthly cost and I am no longer in need of their services. But I would like for other current customers to be notified of the changes in the company policy, so they are aware that this *** happen to them even if it is only on the BBB website. 
  

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/14/2023

  Good afternoon,

  Please see our response for file 18871181.

  Please advise if further assistance is needed.

  Thanks,

  Regulatory ************************************************************************************ 35203
  ************
  **************************************

• Initial Complaint

  Date:01/20/2023

  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.

  My husband was in an accident on December 20th, 2022. He was cut off by a driver and the police put the blame on him. I have been trying to get an update on the total loss of my vehicle and I haven't received one call from ******************************* or her supervisor *************************. Stay away from this insurance company. They will not give you the correct customer service that is needed especially in the event of losing your vehicle. I will be contacting an attorney to seek assistance on this matter.

  

  Business Response

  Date: 01/30/2023

  Attached, please find the submitted response letter for this complaint.

  Customer Answer

  Date: 01/31/2023

   
  Complaint: 18869620
  
  I am rejecting this response because:
  They did not explain anything to me on January 30th. ******************************* called and said sorry I never called you. (3weeks of no call backs) and said she would email me everything. I have been reading it on my own. I tried signing the DocuSign and it doesn't work so I replied to ****** to resend, and I haven't heard from her. I called her direct line and of course straight back to voicemail. Very frustrating!!!! 
  Sincerely,
  
  ******************************************

  

  Business Response

  Date: 02/08/2023

  Attached, please find the submitted follow-up response letter for this complaint.

  Customer Answer

  Date: 02/10/2023

   
  Complaint: 18869620
  
  I am rejecting this response because:
  I sent everything over to ******************************* and she confirmed she would work on it but doesn't respond to my previous emails. My truck payment is being taken out of other personal accounts because of the lag that Kemper has. I really can't wait for all of this to be over, and my policy expires so that I can have a different insurance provider. I would never recommend this insurance company. I would also like to point out that you Kemper need to hire more staff. The workload on these adjusters is ridiculous. You charge us customers for your service and that services sucks!
  
  
  
  Sincerely,
  
  ******************************************

• Initial Complaint

  Date:01/20/2023

  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 car has been deemed a total loss. It was stolen but recovered with damages. I have sent multiple receipta to be reimbursed and i have mot received payment yet. I received something in the mail stating i had a new adjuster and they were getting in contact with lien holder to discuss payment. Then i was told it is still being investigated and was sent back to initial adjuster. Everytime i try to call my adjuster to get an update or give information that they requested via email or text, i cannot get in contact with a live person. Also been paying too high because i had home insurance which made me elgible for discounts.

  

  Business Response

  Date: 01/26/2023

  Attached, please find the submitted response letter for this complaint.

  Customer Answer

  Date: 03/03/2023

   
  Complaint: 18869433
  
  I am rejecting this response because:
  Ok. I would like to reject it because i have not received payment for rental reimbursement yet.
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/20/2023

  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.

  On January 20th of 2023 I spoke with a customer service representative name ****** employee number ****. This is the most rudest person I ever spoke with. Her people skills is below zero. First she did not demonstrate care and concern when I voice my opinion. Second she did not try to resolve my issues. Third she keeps repeating to me I am not the policy holder when I was able to authenticate the account. I had the policy holder on the line and I was jus translating for the policy holder which is my dad. I feel discriminated. Now I dont even want to do business with this company because of the customer service I received from that supervisor. She refuses to help me to the point Where I had to hang up. I am still waiting on my refund for the cancellation of the policy. Worst customer service me and my dad have ever experienced.

  

  Business Response

  Date: 01/23/2023

  Please provide additional information to identify the policy number and/or the insured's name and date of birth. Without this information, we will be able to assist.  Thank you.

   

• Initial Complaint

  Date:01/19/2023

  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.

  ON JANUARY 2 ***** I was coming out of a gas station FEUL EXPRESS ON **************** ,AND AS I WAS COMING OUT A LADY SAID SOMEONE ALMOST HIT MY CAR.AS I WALKED TO THE SIDE I SEEN THIS MAN IN A FOOD TRUCK BACKING INTO MY CAR.I TOLD HIM TO STOP,AND HE KEEP BACKING UP.THEN HE GOT OUT AND SAID ITS NOT SERIOUS,AND SAID HE PARKS THIER.I SAID YOU DAMAGED MY CAR. THE RIGHT FRONT BUMPER.SO WHEN I CALLED POLICE HE GAVE ME HIS INSURANCE INFORMATION,AND DRIVER LICENSE.POLICE SAID HE COULD NOT DO NOTHING BECAUSE ITS NOT IN HIS JURISDICTION,BUTGET HIS INSURANCE INFORMATION.THE DRIVER NAME ***************************************** CLAIM NUMBER 23123458728.THE NEXT DAY I CALLED HIS INSURANCE KEMPER,AND TOLD THEM ABOUT THE ACCIDENT.THEY SENT A PERSON WITH THE ***** ************* TO LOOK AT MY CAR THE NEXT DAY ON THE 4TH ,AND MY ADJUSTER NAME ***** CHARTER CALLED ME AND SAID HE WAS GOING TO GET THE ESTIMATE OF MY CAR, AND SAID HE COULD NOT GET IN TOUCH WITH GUY.THE NEXT DAY I GOT A CALL FROM *************************** SAYING SHE EMAILED MY ESTIMATE. CALLED THE ADJUSTER ON THE 9TH , AND WAS TOLD CLAIM CANT GO FORWARD, BECAUSE CANT FIND GUY.TOOK MY CAR TO MAACO FOR ESTIMATE.BROUGHT IT BACK TUESDAY .FOR REPAIRS.THEY SAID NEXT DAY,INSURANCE WILL NOT APPROVE..SO I CALLED ADJUSTER,AND WAS TOLD THEY CANT FIND GUY.I SAID ITS WRONG ,AND I NEED MY CAR FIXED.SO I TOOK MY CAR BACK. I TOOK PICTURES AT THE ACCIDENT SITE.MAACO SHOP LOCATION **** OLD SPANISH ********** ACCIDENT RUINED THE START OF THE NEW YEAR FOR ME.KEMPER,AND THEIR WRECKLESS DRIVER CAUSE ME A *********************************************** LYING TO KEEP FROM PAYING TO FIX MY CAR.I HAVE HYPERTENSION.MOTHER OVER 80 YEARS OLD.I WORK IN **************.PLEASE HELP.THANKS.

  

  Business Response

  Date: 01/26/2023

  Attached, please find the submitted response letter for this complaint.

  Customer Answer

  Date: 01/27/2023

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/19/2023

  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.

  10/8/2022 A insured member of their company hit my car they also did and hit and run where the police had to be called because my niece was in the car and also hurt she do not have any insurance to get seen by doctors.My car is still sitting in the body shop and company have not paid body shop for storage fees and they have not paid me yet, one person who was handling the claim already gave me a estimate then I down know what happened after that it just keeps getting transferred to one person to the next the adjuster is no longer working there the new adjuster is not retuning calls and agents keeps telling name there is no one else to talk to about this matter **************************************************** don't work ********************************* is not calling me back I need a car.I ask a agent how can I make a complaint on them and she said she can't give out that information, I asked her can I talk to anyone above them and she told me that she can't help me either, so here I am filing this complaint the best way I can, can someone please help me this is causing me financial harm and stress I have not had a car in months.

  

  Business Response

  Date: 01/26/2023

  Good afternoon,

  Please see our attached response for file 18841023.

  Please advise if further assistance is needed.

  Thanks,

  Regulatory ************************************************************************************ 35203
  ************
  **************************************

• Initial Complaint

  Date:01/19/2023

  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.

  Today I went in to get a rental car, but could not get a reservation from Kemper. Ive been contacting Kempers main line, my adjuster and her supervisor without any response back for the last three hours! I missed my colonoscopy thanks to this wait for the rental car approval. Finally, I had to leave to travel down to *********, without a car, somehow. This company is terrible. Period. People should not have to call a million times to get a response.

  

  Business Response

  Date: 01/26/2023

  Attached, please find the submitted response letter for this complaint.

• Initial Complaint

  Date:01/18/2023

  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 had a car accident October 2022. They accepted fault on their drivers part. My car was totaled. The injury/medical adjuster was very helpful. The adjuster on the Car claim has not been responding to my emails or phone calls. I had to get their manager involved. They presented me with 2 options. 1 to keep my car and a payment amount and then the other where I do not keep my my car and get a higher cash payment. I have been very clear since getting those options presented to me I would like the option where i do not keep my. The adjuster has not returned any of my emails or phone calls in weeks. Sent me a very passive aggressive voicemail and email about how i have not been compliant. I also just received a letter in the mail from her saying that i selected the option to keep my car which is a total lie. Now they are not getting back to me at all.This is a simple solution and I need to get this fixed.

  

  Business Response

  Date: 01/27/2023

  Attached, please find the submitted response letter for this complaint.

  Customer Answer

  Date: 01/30/2023

   
  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.

  
  

  I was reached out to by a senior level manager on Friday 1.27.23 and she is helping to resolve 

  
  

  Thank you 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/14/2023

  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 purchased gap insurance with Kemper Auto back in 2020. I was involved in a rainy night traffic collision due to no fault of my own this passed December. I put in a claim with Kemper auto to cover what my insurance was not covering with my car insurance claim with them, sent it to kemper along with other documents and pictures of the totaled vehicle and kemper turned around and almost immediately sent me the determination they would pay $0.00 to my finance company Alley even though the remaining balance is $7,000+. Despite several calls and emails, Kemper has given no explanation as to why whatsoever. My car is totaled, impounded and I am on still the hook for all finance payments charges and fees on my own. I have no idea how I am going to be able to afford or even get approved for a replacement car with these payments and potential financial ruin resulting from the fraud this company done by not protecting me or my assets. I can't even get a returned email or call from ******************* Analyst for Kemper as to WHY this service they offer of "guaranteed asset protection" is conveniently not protecting me despite our agreement and me paying for this coverage. *****, anyone at kemper - explain why you are stealing money. Explain why you are not paying my finance company on my behalf as agreed or i will have no choice but to pursue avenues of litigation in hopes of fulfilling your companies failed financial agreement with me, your paying consumer.

  

  Business Response

  Date: 01/20/2023

  Attached, please find the submitted response letter for this complaint.

• Initial Complaint

  Date:01/14/2023

  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 hoping to read about this company and see that my experience was just out of the norm for them and see other resources to help me get better resolution. Unfortunately, that doesnt seem to be the case. I was hit by one of Kempers insured and opted to work directly with them to resolve my claim. It has been nothing short of an absolute headache and nightmare. After 3 full weeks of having to chase them down to even get assigned correspondence, we began the work of figuring out the needs to get my claim taken care of. Except that there has been little to no ground on that (and we are 6+ weeks into this ordeal). I drive a luxury Italian car. The certified repair advisor explains the needed repairs ad that it could be quite some time to get them done (up to 6 months based on shipping of parts and the general state of things these days). Kemper cut me a check for $800 for Jaguar repairs. I question this, only to be told they dont have my car in their system and this was close enough, it shouldnt be more than $800. I then get bounced around their internal channels, experience more than one rude encounter, was told to take my car back to the dealer so they could meet me there and discuss, only to have their manager be a no show. You can imagine the frustration that had already built up from the difficulties in dealing with them as a whole up until this point (their office being closed, no return correspondence, rudeness, etc). Im quoted $16k in repairs and finally told they will cut me a check to resolve. I continue to follow up for that resolution, only to see their customer service tank even lower (even though I didnt think that was possible) and am currently still awaiting final resolution. I cannot wrap my mind around how they continue to operate this way and stay in business and hopefully I will be able to move along from them soon. I have since filed with the ***** Department of Insurance.

  

  Business Response

  Date: 01/23/2023

  Attached, please find the submitted response letter for this complaint.