Complaints

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

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• 

  Erie Insurance Group

  100 Erie Insurance Pl Erie, PA 16530

• 

  Erie Insurance Group

  340 Siebert Road Pittsburgh, PA 15237

• 

  Erie Insurance Group

  Theatre Dr College Park Plaza, Ste 206 Johnstown, PA 15901

• 

  Erie Insurance Group

  4031 William Penn Highway Monroeville, PA 15146

• 

  Erie Insurance Group

  301 Commonwealth Drive Warrendale, PA 15086

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:07/12/2025

  Type:Customer Service 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.

  
  
  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. 
  
  Regards,
  
  ***** ******te. However, the website claims that the problem is resolved and they have "resumed full business operations". And still no one has returned our calls. The website also claims that "Throughout the situation, our local agents, claims teams, and customer care ***resentatives continued providing support to customers." This is completely untrue. We are beyond frustrated.

  Business Response

  Date: 07/23/2025

  This is in response to your letter dated July 12, 2025, and received on July 22, 2025, regarding a
  complaint filed with your office related to a claim filed by the complainant. ERIE sincerely
  apologizes for the delay in responding to this complaint due to our network outage that began on
  June 07, 2025.

  
  I have discussed the complainants concerns with the Liability Specialist who has advised that
  the complainant has been contacted on July 22, 2025, and the matter is being resolved.

  
  Thank you for allowing us to review and respond to the insureds concerns. If you have any
  additional questions, please feel free to contact me directly at ************** or via email at
  *************************************************************************.

  
   Sincerely,
  
   ****** *.
   Executive Resolution Examiner I
   Office of the Presi

• Initial Complaint

  Date:07/09/2025

  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.

  Absolutely horrendous service. We were dropped by them when I got married due to my partner having 2 minor tickets 3+ years ago with absolutely no way to retain our policies. Even more scummy of them, they still decided to upcharge us a higher rate for the final 3 months until dropping our policy. Never had a big claim or anything, and otherwise clean driving records. Totally unfriendly to customers, and a prime example of why ********************** companies are seen as *******.

  Business Response

  Date: 07/23/2025

  This is in response to your letter dated July 09, 2025, and received on July 18, 2025. You
  requested *********** and respond to the complaint filed with your office regarding service
  issues, termination of a policy, and an increase in premium. ERIE apologizes for the delay in
  responding to this complaint due to our network outage that began on June 07, 2025.

  
  ERIE apologizes for any service issues the insured may have experienced while insured with us.
  We remain committed to our companys mission statement, which is, To provide our
  Policyholders with as near perfect protection, as near perfect service as is humanly possible, and
  to do so at the lowest possible cost, and we take this obligation to our customers very seriously.
  It is never a pleasure to hear of a customers dissatifacion, and we value the feedback.

  
  With regard to the termination, ERIE does consider driving history when determining continued
  coverage. It was such that the policy no longer qualified for certain coverages and the option was
  given to continue with **** with reduced coverage on a new policy.

  
  The complainant also stated that **** increased the premium for the last 3 months of coverage
  prior to the policies expiration date. Please be advised that there were changes made to the policy
  effective January 16, 2025, and January 31, 2025, that resulted in a prorated increase in premium
  being owed.

  
  We greatly appreciate the opportunity to respond to your inquiry and believe the information
  provided has addressed the insureds concerns. If you have any additional questions, please feel
  free to contact me directly at ************** or via email at
  *************************************************************************.
  
   Sincerely,
  
   ****** *.
   Executive Resolution Examiner I
   Office of the Pre

• Initial Complaint

  Date:07/09/2025

  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 am writing to file a formal complaint against Erie Insurance / Erie Insurance Exchange regarding an unresolved auto insurance claim from an accident that occurred on May 27th. Despite multiple attempts to communicate with Erie Insurance, I have received little to no response or meaningful updates regarding the status of my claim. This lack of communication has caused significant inconvenience and frustration, especially considering the importance of timely vehicle repairs and settlement. The Insurance Company has failed to:1.Respond to my inquiries in a timely manner. No response.2. Provide a Clear explanation or status update on my claim 3. Fulfill its obligations under Illinois Insurance Regulations.I believe Erie Insurance is acting in bad faith by delaying or neglecting the proper handling of my claim. I believe that **** doe not comply with its legal and contractual obligations. Below Details of my Claim 1. Insurance Company: Erie Insurance / Erie Insurance Exchange 2. Claim Number: A00006846641 ****** of Accident: 05/27/2025 4. Policy Number: Q012915748 My Contact:******* ******* ************** ********************* **************************

  Business Response

  Date: 07/23/2025

  This is in response to your letter dated July 9, 2025, and received on July 17, 2025, regarding 
  Mr. Busuiocs complaint regarding the handling of a claim.

  
  ERIE experienced a network outage on June 7, 2025, that led to an outage of all of our systems 
  for more than two weeks. This created significant delays and backlogs for all of our processes, 
  including claims management. Following receipt of the complainants concerns, we confirmed 
  that he has since been contacted by ERIEs Field Adjuster, and payment was issued to the 
  complainant that same day. 

  
  We greatly appreciate the opportunity to respond to your inquiry and hope the information 
  provided will assist you with resolving this complaint.

  
  Sincerely,

  
  ****** H. ****, API, AIS
  Executive Resolution Examiner II
  Office of the President

• Initial Complaint

  Date:06/29/2025

  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 rear ended in my SUV by an erie insurance client.i am waiting on a check from them to get the repairs done.they have stated that their system is down and that they cannot access my claim.this has been going on for nearly 2 months.i need my vehicle fixed and a rental car until it is fixed completely.they have not offered a rental,and have been extremely hard to reach by phone or any other ******** damaged vehicle has limited me to only short distance trips with my other vehicle,and relying on others to ride with when traveling long *********** work requires me to travel many times a year,in which i need my SUV ,as it is a much more reliable vehicle.

  Business Response

  Date: 07/10/2025

  This is in response to your letter dated June 30, 2025, and received by ERIE on July 9, 2025, 
  regarding a complaint filed with your office related to a claim filed by the complainant. I 
  apologize for the delay in responding. Unfortunately, we experienced a network outage starting 
  June 7, 2025, and have recently regained access to our systems. 

  
  I have discussed the complainants concerns with ERIEs Claims Manager who has advised that 
  the complainant has been contacted, and the matter is being resolved. 

  
  If you need any additional information, please contact me at ************** or via email at 
  *************************************************************************. 

  
  Sincerely,

  
  ******** *., AINS, AIS, PLCS, CPIW
  Executive Resolution Consultant
  Office of the President

• Initial Complaint

  Date:06/26/2025

  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.

  ****'s website has been down for more than two weeks with no resolution in sight. I filed a claim after a tree fell on my vehicle. I have not heard back from them despite leaving detailed messages with a third-party answering service.I was promised a tow truck and a rental car. When I call, I keep getting voicemail.

  Business Response

  Date: 07/11/2025

  This is to confirm receipt of your letter dated June 26, 2025, received in our office on July 10, 2025. 

  
  You request ERIE review and respond to the insureds concerns regarding the handling of his claim 
  occurring June 15, 2025. Specifically, Mr. ****** states that he has had difficulty speaking with a claim 
  representative in efforts to service his claim. 

  
  We would like to advise that unfortunate claim delays occurred through the month of June when ERIE 
  experienced a complete network outage for nearly a three-week period. During this timeframe, ERIEs 
  claim department had little to no access to our claim files or claim resources during this unexpected 
  system outage. **** has since resolved those network issues, and our **************** is back to 
  being fully operational. In review of our claim files, ERIE has been in regular contact with Mr. ********************* early July and his claim is being fully serviced as confirmed by the assigned handling adjuster. As 
  such, we believe Mr. ******* concerns presented have been resolved.

  
  We believe we have provided the information necessary to assist with your review of the insureds 
  concerns. If we can provide additional information or clarification to assist you with your investigation, 
  please contact our office by email at *********************************************** or by telephone at 1(814) 
  870-2228.

  
  Sincerely, 

  
  ******* *., ACS, AINS, AIS, AU, CIC, PLCS
  Executive Resolution Consultant
  Office of the President

• Initial Complaint

  Date:06/26/2025

  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.

  We had damage from the PA storm 2 months ago. Filed a claim with Erie Insurance. They told us we had to take care of it and sent us a check for $823, We paid a $1,000 deductible. We informed ******* ***** we knew it would cost more than that to repair and again, they told us we were responsible for getting quotes, etc. It was so very hard to get someone to come to our house to give us a quote on a small job/repair of siding on one side of the house. We finally did and have been told that Erie's whole entire system is down and has been for over 3 weeks and they can't do anything, can't guarantee they will pay the difference. I spoke to ******* this morning and asked for a manager. She said there is no way to get a hold of her. We now fear there may be more damage on the inside of the home because of what was left open by the storm. We fear mold could be growing inside. We just want them to cover the additional cost of the repair. They have been so hard to deal with from the get go.

  Business Response

  Date: 07/09/2025

  RE: BBB ID #********

  Dear Ms. ****************** is in response to your letter dated June 26, 2025, and received by ERIE on July 8, 2025,
  regarding a complaint filed with your office related to a claim filed by the complainant. I
  apologize for the delay in responding. Unfortunately, we experienced a network outage starting
  June 7, 2025, and have not had access to our systems until recently.
  

  I have discussed the complainants concerns with ERIEs Claims Manager who has advised that
  the complainant has been contacted, and the matter is being resolved.
  

  If you need any additional information, please contact me at ************** or via email at
  *************************************************************************.
  

  Sincerely,
  

  ******** *., AINS, AIS, PLCS, CPIW
  Executive Resolution Consultant
  Office of the President

• Initial Complaint

  Date:06/25/2025

  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 ***** Silverado was stolen May *******. Its been 45 days and I havent received money from insurance company. I was advised 30 days. Were well past this deadline. They keep saying system is down. I want to purchase a new vehicle but Im not getting much help from insurance company. The adjuster name is summer *******. ***************************************** # **********

  Business Response

  Date: 07/07/2025

  RE: Complainant: *** Triantas
  Complaint ID #: ********

  Dear *** ******:
  

  This is in response to your letter dated and received on June 25, 2025, regarding Mr. ********************* regarding the handling of a claim.
  

  ERIE experienced a network outage on June 7, 2025, that led to an outage of all of our systems
  for more than two weeks. This has created significant delays and backlogs for all of our
  processes, including claims management. Following receipt of the complainants concerns, we
  confirmed that he has since been in contact with ERIEs Claim Adjuster and they are actively
  working on resolving his claim.
  

  We greatly appreciate the opportunity to respond to your inquiry and hope the information
  provided will assist you with resolving this complaint.
  

  Sincerely,
  ****** H. ****, API, AIS
  Executive Resolution Examiner II

• Initial Complaint

  Date:06/21/2025

  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 received a letter on or about June 6th stating my policies had been cancelled and I would receive my refund within 15 days. It has been longer than 15 days. Is there anything else that can be done!!
  Thank you,

  Business Response

  Date: 07/02/2025

  RE: ******** ******* & ****** ********
  ID# ********
  Dear Ms. *************** letter is in response to your letter dated June 21, 2025, and received June 30, 2025,
  regarding a complaint filed by ******** *******.
  As you may already be aware, ERIE experienced an information security event on June 7, 2025,
  that led to an outage of all of our systems for more than two weeks. This has created significant
  delays and backlogs for all of our processes including payments and refunds. We were unable to
  mail or email our insureds as their information was not available during the outage.
  Our teams, partnering with leading cybersecurity experts, have worked around the clock to
  restore access for customers, agents and employees. After a thorough review of all systems
  conducted by both our team and external partnerswe have safely and securely reconnected
  several business systems and applications. We are confident in our actions and have been making
  strong and steady progress, but this work is highly complex and takes time.
  Unfortunately, incidents like this are becoming increasingly sophisticated and can impact even
  the most well-protected organizations. The proactive network and system outage we initiated on
  June 7 disrupted and helped contain the threat. At this time, there is no evidence of ransomware
  and no indication of ongoing threat actor activity. We take these matters very seriously and are
  working diligently to identify what, if any, data may have been affected.
  While the protective actions the company initiated are ongoing, our local agents, claims and
  customer care teams continue to support our customers to the best of our ability. We sincerely
  apologize for any inconvenience this may have caused with the handling of refund checks. We
  appreciate patience as we work to restore normal operations.
  As explained to Ms. ******* via phone, we expect our billing to resume normal operations on or
  by July 9, 2025. Also, **** provided information regarding the outage beginning June 8, 2025,
  and provides updates regarding the outage, with the latest update being posted on June 26, 2025.
  We will continue to provide the latest information which may be viewed on our website at
  **************************.

  If you should need any additional information, please feel free to contact me at **************
  or via email at *************************************************************************.
  Sincerely,
  ***** *., AINS, AIS, CISR, PLCS
  Executive Resolution Examiner II
  Office of the President

   

  Customer Answer

  Date: 07/16/2025

  I finally received my refund today. Thank you for your help.

• Initial Complaint

  Date:06/20/2025

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have received no communication from **** or my mitigation/contractor that the outstanding balance of the mitigation has been approved.  Nor have I received any confirmation that Erie and Best Option Restoration have been trying to figure out the rebuild.   
  

  I have hired a third party public adjuster and will be requesting the full amount of whatever they come up with.  
  
  Regards,
  
  ***** ********

  e comes from the rebuild for all flooring since the floor that was destroyed is no longer being manufactured. I have found similar flooring that would be acceptable and am willing to drop the request for all flooring being replaced. With that said, there are still significant differences in the pricing of the effected areas. Again, myself and the company Im working with have tried reaching out to **** to come to some sort of settlement/agreement and neither myself nor my company have received a response back from anyone. My wife, 6 year old son, 3 year old daughter and myself have lived with the current disrepair of our home for over 3 months now. We continue to find random staples, sharp pieces of debris/wood, etc every week. This cannot be drug out any longer and needs to be dealt with now. We are beyond frustrated.

  Business Response

  Date: 07/01/2025

  ******** ******
  Better Business Bureau
  Serving ********************
  *******************************
  ******************
  RE: Complaint ID #********
  Complainant: ***** ********
  Dear Ms. *************** is in response to your letter dated June 20, 2025, which we received on July 1, 2025. You requested that
  ERIE review and respond to ***** ********* complaint regarding the March 4, 2025, claim.
  We are still reviewing the claim and requests by Mr. ******** and his mitigation company. **** contacted the
  mitigation company on June 26, 2025, to provide an update. We will continue to work with Mr. ******** and the
  mitigation company to bring this claim to a resolution. We apologize for the inconvenience this loss has caused to
  Mr. ******** and his family.
  If you have any further questions, please do not hesitate to contact me at ************************ or
  *************************************************************************.
  Sincerely,
  ***** *. CPCU, PLCS, AIC, AINS, AIS, API
  Senior Executive Resolution Examiner
  Office of the President

  Business Response

  Date: 07/16/2025

  This is in response to your letter dated July 7, 2025, which we received on July 16, 2025. You requested that 
  ERIE review and respond to ***** ********* follow up concerns regarding the March 4, 2025, claim.

  
  ERIE received a signed Letter of Representation from ******************** Adjuster. We will continue to work 
  with the Public Adjuster in the handling of this claim. 

  
  If you have any further questions, please do not hesitate to contact me at ************************ or 
  *************************************************************************.

  
  Sincerely,

  
  ***** *. CPCU, PLCS, AIC, AINS, AIS, API
  Senior Executive Resolution Examiner
  Office of the President

  Customer Answer

  Date: 07/16/2025

  
  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 as long as Erie actually communicates with my public adjuster.  
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:06/17/2025

  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.

  Scammed by policy holders. This company insured a *********** in my city, the tow truck company did a "Hit and Run", I had NO Insurance information on the tow truck due to just name of truck and NO plate number as per police report, policy holder paid me a downpayment to repair my car (i had to take what I could because no information to file a claim at moment), tow truck person pays me $1200 but repairs were $5700, Tow Truck realize I didnt have there information ( plate# to actual truck that hit my auto, but did get it 30 days later) I find their insurance carrier 30 days later (Erie Insurance), they (Tow Truck) tell they insurance there paid me, insurance believe them with a fake letter with amount paid to me my actual insurance company of ***************** claiming I was scamming/fraud. Craaaaaazy, and need a law**r soooo baaaad that will take this case. Not giving up , horrible I have to deal with this/ what was done to me. No reimbursement for 2-3 week rental I paid for, repair was $5700 sitting at repair shop waiting for these crooks to pay rest of repair cost as promised. I finally find there insurance carrier (30 days later), and now there claiming I was paid in full when I was NOT (tow truck people were smart scammed me after realizing I had zero information such as the plate number/insurance info on them for hit and run. Only recoup $1200, + $150 for rental car. Repair is $5700 , Rental I paid out $1000+, No auto to drive, scamming insurance believing policy holder that "Hit and Ran" damaging my auto they never called 911 to report accident, never called there insurance to report accident, scam me with a video at there place of business making look like paid me in full when in fact they did not. Under carriage damage from Tow Truck illegally towing my car with NO key ( *** X6) from place they hit it at without my authorization.$6700 not including the illegal tow under carriage damage!

  Business Response

  Date: 07/01/2025

  Re: Insured: Essentials Towing, Recovery,
   & Auto Repair,
   Coffmans ***********, D/B/A
   Commercial Auto Policy #Q04-5330352
   ERIE Claim #A00006770498
  Date of Loss: April 11, 2025
   Complainant: ******* *******
  BBB ID #********
  Dear *** **************** you for your letter dated June 17, 2025, received in our office that same date. You request
  ERIE review and respond to the concerns presented by the claimant regarding the handling of a
  claim occurring April 11, 2025.
  Upon receipt of your letter to our office, **** confirmed that the complainant has filed a formal
  complaint with the *****************************************, the governing authority in claim
  matters such as the complaint submitted to your office by *** ******** This is to advise that ERIE
  continues to investigate this claim on behalf of *** ******* who as of June 27, 2025, has advised
  us that she will have an attorney follow up with ERIEs handling adjuster. ERIE believes that we
  have properly investigated the ongoing claim presented by Complainant ********
  We believe we have provided the information necessary to assist with your review of the
  complainants concerns. If we can provide additional information or clarification to assist you with
  your investigation, please contact our office at ****************
  Sincerely,
  ******* *., ACS, AINS, AIS, AU, CIC, PLCS
  Executive Resolution Consultant
  Office of the President

  Cc: ********************************, NN1116
  Cc: ****** ****, VP Field Claims, ***************
  Cc: ******* ****, VP & Regional Claim Office