Complaints

This profile includes complaints for Texas Farm Bureau Mutual Insurance Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Texas Farm Bureau Mutual Insurance Company has 33 locations, listed below.

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  Texas Farm Bureau Mutual Insurance Company

  7420 Fish Pond Rd Waco, TX 76710-1010

  
• 

  Texas Farm Bureau Insurance

  1714 5th Ave Canyon, TX 79015-3835

• 

  Texas Farm Bureau Insurance

  319 SW 2nd St Tulia, TX 79088-2743

• 

  Texas Farm Bureau Insurance Company

  525 E 1st St Dumas, TX 79029-3219

• 

  Texas Farm Bureau Insurance

  7710 Hillside STE 600 Canyon, TX 79015

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: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.

  March 2025, I was placed on life support for three weeks. During that time, my **************** called to explain my condition & ask about my payment status as I was physically & cognitively unable to do so myself. They were told no information could be shared without my permission, something I was incapable of giving while in a coma.On April 7th, my son told me I received an email from ***** ***** saying my policy was canceled for non-payment. Because they wouldn't allow them to speak on my behalf, I was forced to call *** myself. I was extremely weak & struggling to speak after just coming off a ventilator. The physical exertion this required was significant & added unnecessary stress to my recovery. Despite my medical situation being explained via email to ***** *****, and ****** *******, I was told the policy would not be reinstated without penalty. I was told my circumstances "it didnt matter" because payment wasn't made while in a coma the policy was canceled, & reinstatement fees would remain.A man later called saying he was the general manager & although he knows my situation they would not waive the reinstatement fee, & I would need to pay the full monthly premium in advance to restore my policy. This cold, rigid response was disheartening and morally troubling. Due to the cancellation, I experienced a lapse in coverage, which led to higher rates when finding a new provider. This entire situation has been extremely distressing. I believe I was treated unfairly and without compassion. I was penalized for an unavoidable, documented medical emergency, and my long-standing relationship with the company as a loyal customer was completely disregarded. I request a full waiver of the reinstatement fee, cancellation of any outstanding charges, and for the company to stop contacting me, including asking me to renew my membership. I hope they revisit how they handle cases involving medical emergencies, showing greater compassion and flexibility in the future.

  

  Business Response

  Date: 07/02/2025

   

  Good afternoon,

  Our company's response letter to the above-referenced case id number is attached. please let us know if we may be of further assistance. 

   

  Thank you,

  ***** ******

  
  

• Initial Complaint

  Date:06/26/2025

  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.

  On 6/7/25, a policyholder hit my car. I called customer service on 6/7 and made a claim, #********* about my car. I received a missed call from an adjuster, Mr. ***** on 6/10. I called back on 6/12, 6/13, and 6/16 and left him a voicemail each time, since he didn't answer. I also emailed him on 6/13. He never responded. On 6/17, I called customer service and asked for my claim to be transferred to another adjuster. They transferred me to a supervisor to explain my request. I left a voicemail for the supervisor and received no call back. I called again on 6/18 with the same request and have heard nothing back from this company up until today, 6/24. I am looking to have my vehicle repaired

  

  Business Response

  Date: 06/27/2025

  Good morning,

  Our Company's response letter to the above-referenced Case ID Number is attached. Please let us know if we may be of further assistance. 

   

  Thank you,

  ***** ******

• Initial Complaint

  Date:06/12/2025

  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.

  ******* had a incident with a client of this insurance carrier. Mr **** ****** accepted to being at fault on March ****** around 2pm at a ********** parking lot. His insurance is now refusing to pay for damages even when there is a camera at the store that recorded the incident. I have stated to them that ********** is willing to release the video as proof but of coarse since it is in my favor they are refusing to get the video which can only be given to adjuster. He has laughed at me and said if I can get video to send it to him so he can make a judgement call if they will cover for damages done to my car. Sadly I didn't do a police report being that the client did admit at fault and was being cooperative with me. Case number with insurance is #********

  

  Business Response

  Date: 06/19/2025

  Our Company's response letter to the above-referenced Case ID Number is attached. Please let us know if we may be of further assistance. 

  Thank you,

  Kerri Kaluza

• Initial Complaint

  Date:04/09/2025

  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.

  After an accident in Nov. I requested that my policy include rental car coverage. I was told it had been added. A few days ago we had a hail storm, I ask what the process was to get a rental car and I was told my policy didnt cover it. Nov. was the second request to have this added. My insurance also went up so I thought it had been added. I dont see an official process to verify when something is added or removed so I wouldnt know if they did what they said or not. Its been added now but Im being told I dont have coverage for rental car at the moment which isnt my fault. Im disappointed.

  

  Business Response

  Date: 04/15/2025

  Good morning,

  Our Company's response letter to the above-referenced Case ID Number is attached. Please let us know if we may be of further assistance. 

   

  Thank you,

  ***** ******

• Initial Complaint

  Date:03/07/2025

  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.

  On March 7, 2025, I contacted Texas Farm Bureau regarding coverage for my vehicle repairs related to a fender ****** in which their client is at fault (Claim #********). During the call, I was informed that the company intends to hold me financially responsible for the necessary repairs, which I strongly dispute.When I requested clarification and asked for written documentation supporting their decision, the representative abruptly hung up on me. Since then, I have made multiple attempts to contact Texas Farm Bureau, but my calls have been ignored or unanswered. This behavior is unprofessional and unacceptable, leaving me without assistance in resolving this issue.I am requesting that Texas Farm Bureau provide:A written explanation detailing why they are holding me responsible for the repairs.Documentation from my policy that supports their decision.A resolution to my claim that adheres to fair insurance practices.If this issue is not properly addressed, I will escalate the matter to the Texas Department of Insurance and other relevant consumer protection agencies.I hope the BBB can assist in resolving this matter promptly.Desired Resolution:I request that Texas Farm Bureau properly review my claim, provide a fair and transparent response, and ensure that their customer service team handles future inquiries professionally and respectfully.

  

  Business Response

  Date: 03/17/2025

  Good morning,

  Our Company's response letter to the above-referenced Case ID number is attached. Please let us know if we can be of further assistance. 

   

  Thank you,

  ***** ******

• Initial Complaint

  Date:02/18/2025

  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.

  It has been 55 days since I filed my complaint, yet there has been no resolution and no direct contact from Texas Farm Bureau. Their response contains multiple inaccuracies that misrepresent the facts.Failure to Provide Roadside Assistance I contacted Texas Farm Bureau on 12/18/2024 to request a tow from the police impound lot to my dealership. I had already filed a claim, provided the claim number, and spoke with multiple representatives. Instead of assistance, I was repeatedly redirected and given conflicting ********************************* of Internal Knowledge Despite speaking with nine different people, including customer service, supervisors, my agent, and the claims adjuster, no one understood the process to retrieve a vehicle from impound. I was ultimately forced to go to the auto-pound myself to obtain the correct information. Every insurance professional should know about a VSF form.False Claim of an Apology Texas Farm Bureau falsely stated that they apologized for the confusion. I have never received an apology in any form.Incorrect Information About Claim Payment They claim that on 1/8/2025, they issued a payment of $14,736.01 for damages and related towing fees. I have not received any paymentno check, ACH transfer, wire, or any form of compensation. Additionally, the estimate was incomplete, inaccurate, and contained incorrect part numbers with non-GM replacements instead of genuine GM parts.Requested Resolution Waive my $1,000 deductible due to claim mishandling and delays.Extend my rental car coverage from 30 days to 90 days.Provide a formal written apology for the misinformation, stress, and service failures.Clarify the status of the payment they claim was issued and correct the estimate with 100% accuracy.This experience was completely avoidable, frustrating, and unacceptable for a service I have paid for. I expect immediate corrective action from Texas Farm Bureau.

  

  Business Response

  Date: 02/26/2025

  Good morning,

  Our Company's response letter to the above-referenced Case ID Number is attached. Please let us know if we may be of further assistance. 

   

  Thank you,

  ***** ******

• Initial Complaint

  Date:01/09/2025

  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.

  On December 4, 2024, I was rear-ended by a driver insured with Texas Farm Bureau. The insurance company accepted liability, and I placed my vehicle in the repair shop on January 6, 2025. On the same day, I emailed my adjuster, ***** ****, requesting the property damage payment be sent directly to the repair shop. ***** responded that she could issue the check with my name included, which I approved since I had signed a power of attorney with the shop to allow them to cash the check.On January 9, 2025, the repair shop informed me that payment had not been issued, preventing them from releasing my vehicle. Despite my request on January 6, ***** delayed action until that morning and stated it would take several hours to process the payment. This delay caused unnecessary **************** make matters worse, ***** insisted the rental car must be returned on January 9, regardless of the hazardous weather conditions in ******, where 2-6 inches of snow and icy roads were predicted. News services were actively advising the public to avoid driving. I requested a rental extension to ensure my safety, but ***** denied the request. I even offered to send a photo of the snowy conditions outside my home to demonstrate the danger, but this was ignored.Texas Farm Bureaus refusal to extend the rental during dangerous weather and their delayed payment handling demonstrate negligence. I tried escalating the matter, but ***** refused to provide her directors contact information and also did not want to confirm when she palced a stop payment on the check to hold her self accountable seeing. She claims she placed the stop payment on the check prior to my request although she had no shop info to do so. This experience has been frustrating and stressful. I did not cause this accident, nor do I control the weather. I am requesting a reasonable extenstion for the rental, a review of Texas Farm Bureaus policies, and an assurance that no other customer will endure such treatment.

  

  Business Response

  Date: 01/27/2025

  Our Company's response letter to the above-referenced Case ID Number is attached. Please let us know if we may be of further assistance. 

   

  Thank you 

• Initial Complaint

  Date:12/17/2024

  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.

  Problem I encountered with a covered claim on my property in *********, ***** the end of March ***************************** my detached Mother-in-Law/Studio and everything was fine; they didnt witness any water leaks at this time and neither did the lady who cleaned and prepared the Studio for their visit.I reported to my insurance Texas Farm Bureau the damages on the roofs of both my insured buildings which sustained damages following the heavy storms and winds throughout the spring 2024.The Texas Farm Bureau adjuster, after her first visit, simply wrote a line note on her original estimate stating: No storm related damages were found to this structure. The interior leak is not caused by a storm created opening.I hired *** Claims to perform a new inspection of this property and they did find a storm created opening. They attached a photo of the damage to their estimate along with the following statement: We could see where the roof was hit by a tree limb just like Mr ***** describedTexas Farm Bureau Insurance sent the same Claims Representative to meet *** Claims Public Adjuster for a re-inspection. In her Partial Denial for the outbuilding/mother-in-law suite Texas Farm Bureau claim **** did repeat: no storm related damages were found to the outbuilding/mother-in-law suiteNO STORM RELATED DAMAGES ?, What caused the damages then?Furthermore the next paragraph of her letter stipulating Please see the excerpt below from the policy. This paragraph is NOT included in the copy of my Policy printed by the Texas Farm Bureau office in *********, **. It is not relevant to this ******** conclusion, I find it unacceptable the way Texas Farm Bureau tries to bully home owners in order to avoid payments on their covered claims.I have been with Texas Farm Bureau since 2016, never a claim, but I realize that when they are needed after heavy rainfalls, winds and hurricanes, this institution will try everything to wiggle their way out of their responsibility.

  

  Business Response

  Date: 01/23/2025

  Our Company's response letter to the above-referenced Case ID Number is attached. Please let me know if we may be of further assistance. 

  Thank you,

  ***** ******

• Initial Complaint

  Date:10/10/2024

  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.

  In August 30th, I was park in *** Thumb supermarket parking lot in ********, when a Lady with a Cadilac SUV hit my car ******** ******) when trying to park next to me. We exchanged information and continue our business. I file a claim the same day and I was provided with a claim number, and they informed me that the appraiser will contact me by Wednesday September 4th because of the holiday. A week pass and nobody contacted me, so I called the insurance, and they gave me Mr. **** ******* contact number. I called him on September 9th, he sent a text message and an email requesting photos of my vehicle 4 corners, license plate, VIN #, mileage, 4-5 pictures of the damage area and my email address to send me the estimate when it was complete. I sent all the information the same day via text message and email. I did not receive the estimate, so I called him again on Thursday October 3rd, he checks the claim number and told me that he had not finish it yet, that he will send it the next day, that is October 4th. It did not happen. My car was damage for one of their insureds more than a month ago and I do not have neither and estimated nor the money to fix my car. This is ridiculous and unacceptable. My car has a dent and scratch paint because one of your clients damage it and it seems to me that the Texas Farm Bureau Insurance Company do not want to pay for the damage of my vehicle. I demand my vehicle be repair as soon as possible.

  

  Business Response

  Date: 10/16/2024

  Good morning,

  Our Company's response letter to the above-referenced Case ID number is attached. Please let us know if we can be of further assistance. 

   

  Thank you

  ***** ******

  Customer Answer

  Date: 10/16/2024

  Complaint: 22404756
  
  I am rejecting this response because: I have been waiting for 1 moth and half for the conclusion of this matter. The insurance company has all the information related to the accident including pictures that prove thar their insurer hit my car. I never received a phone call informing me what was going on, on the contrary, Mr. ******* was telling me that he would give me an estimated soon. I think I deserved more respect and not be treated like an idiot. They have the accident pictures since September 15th, so I need my car fixed as soon as possible
  Regards,
  
  Ilionea Handy

  

  Business Response

  Date: 11/12/2024

  Good morning,

  Our Company's response letter to the above-referenced Case ID number is attached. Please let us know if we may be of assistance. 

   

  Thank you,

  ***** ******

  Customer Answer

  Date: 11/12/2024

  Complaint: 22404756
  
  I am rejecting this response because:

  The estimated damage to my vehicle plus a rental car is approximately $4.064,72. I also incurred legal fees trying to prove to you that your insurer lied to you and getting the store video clip that I sent to you

  
  
  Regards,
  
  Ilionea Handy

• Initial Complaint

  Date:09/06/2024

  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.

  On June 10th, we experienced a fuel contamination loss, which we initially attempted to handle ourselves to avoid filing a claim. Unfortunately, we had a miscommunication with the repair shop regarding the cost of repairs. To my surprise, I received a $13,000 invoice, prompting me to submit a claim on July 11th. I complied with the requests from ****** ***** and provided all necessary information and access to the vehicle. However, I was taken aback by ***** ******** lack of concern or empathy. Instead of listening to my issue, he immediately tried to deny my claim during our initial conversation. I had three conversations with *****: the initial contact on July 11th, a second conversation on July 30th that I initiated to learn that the fuel sample he collected on July 12, was not shipped out for testing until July 25, indicating a lack of concern for my claim. The last conversation was on August 8th when he called to deny my claim. There was a call I initiated on July 26th in which I left a message and ***** never returned the call. I dont feel that my claim was handled in good faith and with fair dealings. No consideration was given towards the loss. There was no denial made on the basis that there was no fuel contamination loss. Just a denial based on an inspection before repairs and not considering the facts is unreasonable.I'm disappointed in how this claim was managed and the lack of concern for my loss. All that ***** accomplished for me was to delay the process and cause me more inconvenience with a vehicle being held by the dealer and a son driving my personal vehicle. The outcome is unacceptable, and it reveals to me that I place my trust and have been recommending the wrong insurance company. Your adjuster has put Farm Bureaus interest ahead of mine. If reconsideration and payment for my loss is not possible, I will certainly be happy paying lower premiums and can expect to be treated unfairly elsewhere.

  

  Business Response

  Date: 09/16/2024

  Good morning,

  Our Company's response letter to the above-referenced Case ID Number is attached. Please let us know if we may be of further assistance. 

   

  Thank you,

  ***** ******