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:10/31/2024

  Type:Order 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.

  CM&F group increased our premium for the last 5 years regardless of no claims were made on our accounts for the last 5 years and our adherence to highest level of standard quality, We find the quotation process confusing and not based on any reference metrics we can understand neither it's fair and actually appropriate for the size of our business. the lack of transparency is critical to find out our premium increased days before the expiration day, put us in a very challenging spot to pay to avoid being non-complaint with our partners and vendors. we searched for another providers who couldn't generate a policy before the expiration day.

  Customer Answer

  Date: 11/25/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by CM&F Group, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ******** ********
  

  Business Response

  Date: 06/05/2025

  Thank you for sharing your feedback — we hear and understand your concerns. 
  
  We recognize that any premium increase can be frustrating, especially when you have maintained a strong claims history and continue to uphold high standards in your work. Please know that we value your commitment to quality and appreciate the opportunity to clarify how your renewal was calculated. 
  
  As part of our standard renewal process, our system automatically sends multiple notices well in advance of your policy’s expiration (90+/- days prior). These notices include an estimated premium, based on the most recent information on file and the upcoming rates set by the insurance carrier. In this instance, the premium increased due to a combination of a rate adjustment implemented by the carrier and updated policy details that impacted the final cost. 
  
  We understand the final premium was received closer to the renewal deadline than you would have preferred. Unfortunately, we were unable to finalize the quote until all necessary information had been confirmed. That said, we recognize how this may have put you in a difficult position when exploring other options. 
  
  While we cannot alter the premium, as it is based on state-approved carrier rates and filed underwriting guidelines, we are always here to help navigate and clarify any part of the process. Your satisfaction is very important to us, and we remain committed to improving transparency and communication for all our clients. 

  Customer Answer

  Date: 06/07/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  
  

  [Your Answer Here] Frankly, I find this response unacceptable.
  Despite maintaining a spotless record and consistently meeting every requirement, I was hit with a significant premium increase and given virtually no time to make an informed decision. Blaming the carrier and citing “standard process” doesn’t excuse the lack of timely communication or the disregard for how this impacts your clients.
  What’s most frustrating is the clear lack of accountability. You had ample opportunity to communicate changes earlier — and you didn’t. Instead, I was left scrambling at the last minute with limited options, and that’s simply not how you treat loyal clients.
  I didn't  renew my policy. I’ve already begun transitioning to a provider that understands the value of communication, transparency, and respect for their clients.

  Complaint is filled with state of Indiana as well.

  
  

   

  
  

   

  
  

   

  
  

   

  
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 07/11/2025

  Thank you again for taking the time to share your thoughts. We truly regret that your experience with us did not meet your expectations and that you felt unsupported during the renewal process.

  While we understand your frustration, we want to respectfully clarify that multiple renewal notices were sent well in advance of your policys expiration. Our records also show that these emails were opened, indicating they were received. We have provided a full log of these communications for your review at any time.

  We also want to note that your formal complaint with the State of Indiana has been closed following our submission of these records and an explanation of our renewal process. We remain confident that the communications were timely and aligned with regulatory requirements.

  That said, we completely understand your decision to move forward with a provider that you feel better aligns with your expectations. At CM&F, we encourage all healthcare professionals to seek out coverage that best fits their needs, budget, and experience. It has been our privilege to support you up until this point, and we wish you continued success in your professional journey.