Complaints
This profile includes complaints for Kemper Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 646 total complaints in the last 3 years.
- 150 complaints closed in the last 12 months.
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Initial Complaint
Date:11/14/2022
Type: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.
This is the four time, I'm filling this complaint against Kemper insurance company, regarding my car still ****************, Kemper, Insurance, statement regarding my car that my was missing they can not be found any where, and that car was totally lost, and wasn't fixable, some out there driving my car with my paperwork,I went to ****** towing yard,they told me that my was pickup from the yard for further investigation, here I'm sending this paperwork about my situation, please Kemper insurance company, what you guys do with my car,? You guys do this to all customers the get into an accident why you agent lie to me, when I was fighting my case, I believe your actions committee by Kemper insurance, Alliance United Insurance, ****** towing, saleing my car with out owner authorization is against the law, I also going through some hard time, DMV office they think I'm a lier we'll Hope to hear fr soon respectfully ***************
Business Response
Date: 11/30/2022
Good afternoon,
Please see our attached response for file 18403667.
Please advise if further assistance is required.
Thanks,
Regulatory ************************************************************************************ 35203
************
**************************************Initial Complaint
Date:11/11/2022
Type: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 was hit by an insured neighbor of Kemper (which owns American Access Casualty Company). This happened nearly 1 month ago. It is a small claim ( less than ****). I have received nothing but customer NONSERVICE since that time. The adjuster has not returned calls. I have no way to send my police report to them. They will not send me a fax number, email address or address (snail mail). I will go to small claims court and **** I will advise my neighbor to write to the ***** Department of Insurance and file a complaint.Business Response
Date: 11/17/2022
Attached, please find the submitted response letter and supporting document for this complaint.Customer Answer
Date: 11/18/2022
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:11/10/2022
Type: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 two open claims with kemper auto insurance one filed in July, and August. The adjusters on each claim has failed to contact me to take a look at the vehicle and find a resolution to both claims. I have called kemper on numerous occasions to speak to both adjusters and have left voicemails and have never received a returned phone call. It is November and I still have not had any damages to my vehicle fixed. When I do call to speak to a representative they refuse to transfer me to a director of the claims department or to anyone superior to them. I am still waiting on a resolution to both my claims. I have already taken my vehicle to a reputable shop and have had quotes done hoping that would speed up the process but still I have not received any calls from anyone at kemper.Business Response
Date: 11/21/2022
Good morning,
Please see our attached response for file 18389346.
Please let us know if further assistance is needed.
Thanks,
Regulatory Administration
2201 ********************************************************************
************
***************************************************************Customer Answer
Date: 11/22/2022
Complaint: 18389346
I am rejecting this response because:
When I started my insurance with kemper I had initially asked for full coverage on my vehicle as I have always had full coverage with all my vehicles, I was informed when I purchased my policy that it would be full coverage therefore the representative who assisted me did not provide me with accurate information or with a coverage plan that I was asking for and now this is a result of that. I also had received a call from a kemper manager who stated they filed some sort of motion to get the second claim covered in 100% of damages and this notice from kemper states otherwise. I informed kemper that only one of the parties involving the vanpool service had been in touch with me not both. I have not been able to get back in touch with that party and was advised by a kemper associate that they would also get in touch with that party to resolve that issue but it seems yet again nothing has been done on their end to speed up this lengthy process. It took kemper 4-5 months to contact me since my first claim was filed and only contacted me because I got the BBB involved. Otherwise they still would not have made contact. Needless to say when I was contacted instead of them doing their job they were requesting all information from me because they did not want to do their job and find it in the system, and the representative stated that my claims were assigned to adjusters who were no longer working for kemper. Instead of kemper trying to reach out to me to resolve any of my claims or to inform me that these representatives were no longer employed with kemper they left me in the dark, when I attempted to call on numerous occasions and requested to speak with a manager or director of claims they told me they could not do that. I feel that at this point it is only fair for this company to reimburse me for the 4-5 months that I have paid for insurance with these open claims that I had not received assistance for due to the lack of job responsibility, and customer service.Sincerely,
*****************************Business Response
Date: 11/30/2022
Attached, please find the submitted follow-up response letter for this complaint.Initial Complaint
Date:11/10/2022
Type: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.
Ive been dealing with kemper insurance since I was hit by one of there insured drivers. Ive been without my vehicle for nearly two months. 3 of those weeks being because of KEMPERs lack of communication with the auto shop fixing my vehicle. Im almost 4 grand in debt from the rental vehicle. Several attempts have been made to contact adjuster and said adjusters manager. *** left voicemails, emails, and texts as well. I was told I was going to be reimbursed fully for all costs that occurred on my part. This is the worst service Ive experienced from any car insurance. Theyre speed of reply to clients is embarrassing. ********************* is the name of my Adjuster. My claim number is ***********Business Response
Date: 11/18/2022
Good morning,
Please see our attached response for file 18389124.
Please let us know if further assistance is required.
Thanks,
Regulatory ************************************************************************************ 35203
************
**************************************Customer Answer
Date: 11/22/2022
Complaint: 18389124
I am rejecting this response because: statements made by the business are not fully accurate as the timeline the business chose to depict is not true.To say that Alliance has been in regular contact with myself and the body shop is false. Noting that the adjuster either was not available to take most calls nor did she return voicemails, it is quite frankly not possible for regular contact to occur. The first time I spoke to the adjuster was to inquire about rental reimbursement and how it works, I was told not to worry about the "per day" cost and rather or not the rental place had the exact vehicle as the one i owned and was damaged. Fast forward to the original supplement sent, which the body shop received no response from Alliance for a little over a week( 8 days- as shown on their timeline they provided). After getting an update from the body shop that my car was being held (Collision Bumper Doc) I was informed that the reason they had not ordered the parts was due to that delay in response from Alliance. I then called the adjuster again on the 17OCT to clarify how long it usually takes to get a response for a supplement, noting that I am paying out of pocket for a rental and days are going by with lack of communication from Alliance. The adjuster told me the supplement was received and paid on the 14th and that the body shop was not telling the truth about a delay in response, as that the supplement responses are automatic 24 responses (clearly not true in accordance with the timeline given by the business). Once I explained my frustration with lack of communication resulting in prolonged days that I am paying out of pocket, and asked again for rental reimbursement clarification the adjuster gave the same statement about not worrying about the per day and then added in that i would be responsible for the taxes of the vehicle. That I wouldn't have had to get if their insured had not hit my vehicle. When I asked why she failed to disclose that information the first time we spoke about rental reimbursement, she had no answer, to which I asked for their corporate office's number to see if they were better capable of communicating with me. If Alliance were actually communicating with the body shop they would know that the parts for my vehicle were not on back-order but the shop was given a defected part and had to swap out. Totally understandable delay. Fast forward to the second supplement, the date provided by the business is incorrect as the supplement was sent on 04NOV not 7NOV as stated by the business. ***** was also the date provided to me by telephone operators that I spoke to on 08, due to the body shop not being able to get a returned phone call or email from the adjuster and was only able to receive any information from her supervisor. On 10 NOV, I spoke with the bodyshop for an update to which they said they got confirmation that the last supplement was received, but still had not received final payment confirmation from the adjuster. I returned my rental vehicle on the 14th, due to going away for a work trip and tried to call the adjuster for information regarding where to send the final receipt, to which she didn't answer. I then spoke with Alliance customer service to which they told me to email ***************** directly with the receipt and I did as such. On the timelines provided in this response by the business it is said that supplement was paid on the 10th, that is also false. On 15NOV the body shop emailed the adjuster requesting an update, as they had not yet received confirmation of final pay-out. I had also missed a call from the adjuster, but received the voicemail she left for a call-back to give me the information for whom I needed to sent the rental receipt to. She also provided this information to me in an email, since I was unavailable during the time of her call. I responded to her email letting her know the body shop had been trying to reach her for over a week (04NOV-15NOV) and that it would be great if she would communicate with them, as I deploy at the end of this week and would very much appreciate getting my vehicle back before hand. It would appear giving my deployment status was the key to getting an adequate and timely response, as she immediately responded to me saying she would reach out to the body shop and she did as such. The business indicated in their response dated 18NOV that they have not received my rental receipt or have a chance to review it. However, that is false as during the 15NOV email exchange I had with the adjuster, I was advised that she showed the receipt to her manager and her manager made the decision that they would pay for the vehicle they wanted, not the one I had due to the rental place not having a vehicle similar to mine. I responded to the adjuster immediately, explaining that I gave her two options to tell me what specific vehicle/per day price they would pay and she failed to give me the number her manager allegedly told her. I have yet to receive a response a week later. I have attached emails to support my statement and would like if the business would refer to all "recorded/monitored" calls, for phone statements.
Sincerely,
***********************Business Response
Date: 11/29/2022
Good afternoon,
Please see our attached response for file 18389124.
Please advise if further assistance is needed.
Thanks,
Regulatory ************************************************************************************ 35203
************
**************************************Initial Complaint
Date:11/10/2022
Type: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 in a car accident on October 3 2022. The lady's insurance is Kemper Insurance and I called on the 7th to open a claim. Since then I have been trying to reach Kemper to resolve the claim. Originally the person on the case was **********. A adjuster came to check my car and told me to call **** for the next step of the claim. **** never called nor could should be reached. I made two escalation process calls. When the supervisor finally called back I was told the lady involved in the accident hasn't cooperated with the insurance to give her statement and if she doesn't cooperate they will terminate her insurance which means I won't get my car fixed. I told the supervisor that she had already called my insurance (Allstate) to open a case and made her statement. My insurance closed the case and didn't find me at fault. I emailed **** and the supervisor with the image of where the accident was and description. I never heard from Isis or the supervisor again. I got a email days later that a new person was taking over the case named *****. I spoke to her once. She asked me to give her a couple of days. A week passed and I tried to call her but she doesn't respond or call back. I provided all the information needed and the case is still not resolved. My car has not been drivable since the day of the accident.Business Response
Date: 11/18/2022
Attached, please find the submitted response letter for this complaint.Initial Complaint
Date:11/10/2022
Type: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.
Hello,I was in a car accident and the person at fault has kemper insurance, i havent been able to fix my car because they are never available, i was only able to make a claim and they sent me a quote of how much they thought it was going to cost to fix it, but i havent been able to get in touch with them to actually get the payment to fix my car. Claim number is *********** its impossible to reach out for them. Thank you for your help.Business Response
Date: 11/17/2022
Attached, please find the submitted response letter for this complaint.Initial Complaint
Date:11/09/2022
Type: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 October 7th after having brunch with my fianc I was dropped off at my condominium which was parked on the street to find my car had been struck by another vehicle after contacting the police to file a police report. The officer and myself took pictures of my car on the street and it clearly shows peices of my car on the floor but with no note left behind from the person who hit my vehicle. Luckily Ive always had full coverage insurance even though my car is fully paid off I have full coverage just for instances like this and unfortunately the insurance company that Ive been paying full coverage rejected my claim even though there is clear evidence that my vehicle was struck there was even an officer there who can corroborate what happened to my vehicle. This is already a devastating situation for me, having to pay a 500$ deductible when I did not cause this damage to my vehicle. A man from the claims department ************ called and insulted me by saying that people file false police reports all the time and that I basically am a liar. He was very rude and unprofessional. He was the man I spoke with from the beginning who requested pictures and came to my home three days after the incident to take his own pictures (which didnt include the particles of my car on the floor) or the flat tire since I had to replace it myself. After he came and took pictures he rejected my claim based off of his own pictures taken days later. Im shocked that though Ive never been in an accident, a company that Ive been paying full coverage insurance for would deny my claim and say that Ive falsified my claim. This is a gross misjudgment and I unfortunate because I will never do business with this company again. *** made multiple phone calls and no one ever returns my calls. Communication is an absolute joke with the comp. I feel violated and taken advantage of. Im more mortified to think someone else could go through this. I pray this gets resolved because its truly unfair.Business Response
Date: 11/16/2022
Attached, please find the submitted response letter for this complaint.Customer Answer
Date: 11/23/2022
Complaint: 18383477
I am rejecting this response because:You clearly have not looked at the photos that I took the day when my car was hit. Im completely insulted by whoever it was that is trying to close my claim and call me a liar. Saying Im concealing and giving false police reports is absolutely disgusting. I pay every month for full coverage I wouldve had to pay my deductible either way. Its the principle I am an innocent person in this situation and I dont deserve to have to even pay anything because I never inflicted damage to my vehicle. Im going to make sure I tell everyone about your horrible customer service and to never do business with you. I will also be canceling my insurance with the company. **************** is a joke and no one ever calls back which shows this is a janky company. The level of disrespect Ive endured is horrific. All I wanted was to pay my deductible. Im already upset I have to pay for anything since Ive done nothing to deserve this. You all are horrible to deal with and I wish this for no one.
Sincerely,
*********************************Business Response
Date: 12/06/2022
Attached, please find the submitted follow-up response letter for this complaint.Initial Complaint
Date:11/09/2022
Type: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 06/20/2022 my car was stolen and was reported to ************************************ and also my insurance company ( KEMPER ) Was also notified . During that time when my car was missing i incurred some expenses like Uber and ***** rides for back and forth to work and fees for towing yard which i have copies as prove . during that time when my car was missing i incurred a total of ****** dollars which i was entitled for a refund from my insurance company . i have been calling my insurance company to refund my expenses of ****** dollars attached with the case claim number *********** and have fallen to deaf ears . on top of that the insurance company (KEMPER ) Canceled my insurance policy without my knowledge adding more salt to the wound . am requesting you to tell the insurance to refund my ****** dollars for expenses i incurred without further delay and send my check to above address provided plus the fee for pain and suffering for canceling my insurance policy without any reasonable reasons . The insurance company address is . Kemper *********************** ******************************************************* Tel *************Business Response
Date: 11/16/2022
Good afternoon,
Please see our response and supporting documents for file 18381665.
Please let us know if further assistance is needed.
Thanks,
Regulatory Administration
2201 ********************************************************************
************
***************************************************************Business Response
Date: 12/06/2022
Good afternoon,
Please see our attached response for file 18381665.
Please advise if further assistance is needed.
Thanks,
Regulatory Administration
2201 ********************************************************************
************
***************************************************************Initial Complaint
Date:11/08/2022
Type: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 went to pay my insurance premium after a renewal. They had raised my premium by 70 dollars. I had expected a small increase as there had been a minor, single property damage at fault no injuries accident within the last period.When I called them they informed me it had gone up due to 4 points on my account. They sent me to claims to confirm. I was hung up on twice and sent to an adjuster who no longer works in their office. When I finally got ahold of a supervisor (***************************, she was very helpful) I was informed that there was no way there should have been 4 points added to my policy, at maximum it was a 1 point accident and no other accidents within the period were reflecting and there were no other major accidents on file that shouldnt have come off my account by now. She instructed me to call customer service back and demand a Letter of Experience, and inform them of what we had found out.When I called back after being on hold for over an hour I was REPEATEDLY misgendered after correcting the representative at least three times of my correct pronouns.When I called customer service after being on hold for another 45 mins to speak to a supervisor, they informed me that their MVR report from the *** stated I had four points. However, while I was on the phone with the supervisor, (Mercy) I requested my drivers record and it is reflecting no accidents on my record and reflecting no points. Further more, in ********** if I HAD gotten 4 points in the last year (as I had zero reflected last year) then my license would have been suspended. I have photos of my drivers record at the time. ***** requested for their office to give them more information, and told me to follow up on Friday.However, after the experience I had I believe that Kemper placed 4 points on my policy to fraudulently to raise my rates. As most people just pay and dont ask, this may be an ongoing problem.I do not expect the situation to be resolved on Friday when I follow up.Business Response
Date: 11/16/2022
Attached, please find the submitted response letter for this complaint.Initial Complaint
Date:11/08/2022
Type: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.
Kemper insurance refuses to pay a diminished value claim after their insuree hit my parked car causing $16,000 in damage. While the car is fixed, its value is greatly affected by the fact it was in an accident. It is also a sports car that typically holds its value really well, partially due to its having a large following. Now if I decided to trade it in or sell it, I would need to drop the price drastically in order to compete with the rest of the market. I have sent kemper proof of this diminished value along with hired professional help from ********.com and Kemper is still refusing. They arent even acknowledging what a DV claim isBusiness Response
Date: 11/16/2022
Attached, please find the submitted response letter for this complaint.
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