Complaints

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:02/09/2024

  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.

  Paid bill by phone for car insurance of ****** , on 1-17-2024 information was taken by customer service rep. ***** She completed the transaction with a confirmation number, so I assumed the payment was complete.On checking my bank account the charge was ****** I didn't know why the overcharge of 2.00?.So the end of January I received a threat of cancellation on insurance and later a bill of ******. for late charges.I contacted Hastings Mutual about this issue and they admitted to the 2.00 overcharge and in turn eliminated the total payment completely without my knowledge . After over 30 some years with this company they expressed no concern for their mistake. Please get their attention especially CSR **** This has now become a financial hardship on me.Thank you ******************* *****

  

  Business Response

  Date: 02/16/2024

  On 1/17/24 the insured, ***********************, called and spoke with a Billing CSR.  A credit card payment in the amount of $138.82 was processed instead of $136.82.  In an attempt to correct for the $2 over payment, we requested that the payment be reversed.  Our intent was to reverse the payment and make a payment for the correct amount.  Instead, the payment was reversed and the insured was not charged for either amounts.  This was an oversight on our part.  On 1/24/24, a non-pay cancellation notice was sent to the customer giving the customer until 2/7/24 to remit payment.  On 2/8/24, ****** called the ************************ and we explained what transpired.  We reached out to the agency as well to explain the events.  The agent informed us that the customer was going to cancel her policy.  We explained the amount due is earned premium, $93.82 and we waived the $15 Late Fee.

• Initial Complaint

  Date:07/27/2023

  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.

  May 30 2023, I was stopped at a stop sign when I was rear ended by a Hastings Mutual policyholder. The driver was apologetic and willing to exchange information. When calling to file a auto claim through Hastings mutual insurance, the first attempt I was rejected because I did not have the policyholder personal information such as street address, zip code etc.After the third attempt I was able to submit my claim for damages to my vehicle.It took *******, the claims adjuster 2 weeks to contact me for the first time. By this time I had already had my vehicle looked at by auto shop and sent the estimate via ****************************************************** I received confirmation back that document was submitted successfully.July 21st 2023. My vehicle is now no longer safe to drive. The claim has been accepted.I have to request a rental at this point, almost 2 MONTHS after the claim was accepted.I now have been ignored by the Supervisor ********************************* as well as the adjuster assigned to my claim *************************, who has been dishonest with me or withheld information and abruptly disconnected our call. Today is July 27th, I have yet to be offered a payout for damages to vehicle. I am a Surviving Spouse of a combat veteran with a small child to care for while grieving our loss. I just want this to be settled and closed with a fair amount offered.

  

  Business Response

  Date: 08/01/2023

  This correspondence is in response to the complaint submitted by ***********************************, dated July 28, 2023. 
  
  Our information shows that the claim was received on June 5, 2023,and assigned to adjuster *************************. Contact with ******************** was made on June 7, 2023, and her statement was taken. We did not receive her shops estimate and photos of her damage until July 14, 2023. We provided ******************** a rental vehicle through Enterprise Rent-a-Car on July 21st, when we were alerted to her vehicle being unsafe to drive. Payment of this claim was completed on July 28, 2023. 

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20384853
  
  I am rejecting this response because:

  I have not been offered a settlement in writing or directly from a Hastings Mutual Claims representative.

  This claim has not been settled.

  No payment for loss, damages or repairs to my vehicle have been offered or received.

  The response from company is totally false. 
  If not, I request the company to produce such settlement documents. 
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 08/06/2023

  We received Ms. ********* estimate from her shop of choice on July 14, 2023. On July 28, 2023, we completed our review of her estimate and made alterations pursuant to **** Revised Code *******. We issued a check conforming to the estimate on July 28, 2023, and mailed it the same day with a copy of her estimate. We have since been able to communicate our settlement with ********************* 
  
  ******************** should be receiving our initial settlement payment and estimate via ***** Any supplementary payments, if applicable, will be reviewed and settled in accordance with **** Statute. 

• Initial Complaint

  Date:04/21/2023

  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.

  Wanted to cancel the insurance policy for 2 months and they never called me back. Called them in February to cancel the policy they never called it took me calling for over a month to cancel. They never then actually canceled the policy and kept charging me for February and March. Just today I received a bill that they are charging me for ***** as well. When I called the agency, they are conveniently closed on Fridays. So I called the ***** number and lady would not help me. She told me I needed to work with my new insurance company to get ******* of Mutual policy cancelled. They have done nothing but cause issues and charge me more money for a policy that I wanted cancelled. I was with ******* Mutual for 6 years and that was the biggest mistake of my life! Not to mention that customer service was a joke! I want an answer and I want my money back!

  

  Business Response

  Date: 05/02/2023

  We are writing in response to your letter dated April 21, 2023, and the complaint of *******************.
  
  The complaint surrounds an attempt to have the policy cancelled in February 2023 and subsequent refund of premium that followed. We sell our policies exclusively through independent agencies chosen by the insured. The agency is responsible for initiating policy changes.
  
  On 2/27/23, the *********************************** received a call from the insured and inquired into the need to make changes to their policy.  The ************************ Representative transferred the insured to their independent agency to start the policy change process because Hastings Mutual Insurance Company (HMIC) writes insurance policies utilizing the service of independent agencies. As mentioned, all policy issuances,changes, and cancels are initiated through our independent agencies. 
  
  On 3/17/23, the ************************ department received another call from the insured inquiring as to the status of the policy changes.  The ************************ Representative transferred the customer to their independent agency, as required. 
  
  On 4/4/23, the ************************ department received a call from the insured inquiring as to the status of the policy changes.  The ************************ Representative provided ************ with the agencys phone number. 
  
  On 4/5/23, the agent for the customer was in communication with our *********************** inquiring into the possibility of removing the property coverage but keeping the general liability.  The Underwriter explained to the agent that we would have to cancel the commercial package policy and rewrite to a general liability policy.  To get that started Hastings requested a signed policy release form. 
  
  On 4/14/************** provided Hastings with a signed policy release form to cancel the commercial package policy effective 4/6/23.  The cancellation request was processed on 4/17/23, cancelling the policy effective 4/6/23.  The cancellation request resulted in a change in total earned premium for the commercial package policy and a disbursement was issued to the customer. The disbursement date was updated to 4/25/23 as an act of good will for the customer.
  
  On 4/21/23, the ************************ department received a call from the insured inquiring into the status of the cancellation because they received another invoice.  The insured stated the policy was to be cancelled in February 2023.  We explained that the cancellation request was for 4/6/23. We offered to have them talk to their agency, but they have apparently chosen not to do so. .
  
  Thank you,
  
  *******************, AIS, AINS
  ************************ Manager
  Cc: ********************************, SVP General Counsel

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19967465
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************