Business Profile
Insurance Services Office
Sentry Insurance CompanyHeadquarters
This business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Sentry Insurance Company's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 155 total complaints in the last 3 years.
- 56 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/23/2022
Type:Service or Repair IssuesStatus: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.
Date of occurrence was 2/8/2020. Monthly payments were made to have insurance on my vehicle. Then I was involved in an accident. (*****************************) and Shelter refused to pay the for other driver's damage; therefore state farm turned **** in for not paying for the damage, and now his license is suspended. Shelter had no right to refuse to pay this! Why was I purchasing insurance through them?Business Response
Date: 09/13/2022
In response to the complaint filed by ***************************, our agent placed/wrote the policy was directly with Dairyland Insurance. Shelter Insurance does not have access to the Dairyland records. It would be best to contact Dairyland directly to secure the information regarding this matter. Thank you for the opportunity to respond.Business Response
Date: 10/06/2022
This will acknowledge receipt of the complaint.
We responded directly to the complainant via email on October 6, 2022 and feel that this matter is resolved. Please allow enough time for complainant to review our response before reaching out to complainant about our company's handling of the complaint.
Our companys complaint handling procedures mandate protecting personal information when responding to non-regulatory agency complaints such as the Better Business Bureau, and we will only correspond with the complainant.
Regards,
***************************
Legal Specialist | Legal & Compliance
************ | ************ | ************ FAX
******************************************************
Sentry Insurance
1800 *****************
********************, ********* 54481Initial Complaint
Date:09/13/2022
Type:Service or Repair IssuesStatus: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 the evening of 7/18/22, a client of Dairyland Insurance backed into my car while it was parked overnight at my office. I was not on site when the accident occurred. I called the police the next morning when I arrived at work and saw my car. They found the person at fault and got me his information. Dairyland got in in touch with me on 7/20/22 to upload pictures and video of the damage to my car, which I did. It took a few days, but they came back with an estimate and an estimated time of completion and told me I could take it to any body shop of my choosing. Audi ****** of Dairyland told me to send her the information of the body shop and that she would get me a rental based on the estimated time of completion from the body shop. I dropped my car of on 8/5/22 at the body shop because they told me my car shouldn't be driven long distances and I live an hour from my work. Since I was on call for the next week I was going to have my company car from 8/5-8/12. So i wouldn't need a rental for that week. I called ***** on 8/9/22 to inquire about a rental starting the 12th. She then told me that their company would only give me a rental car for seven days since that's what Dairyland estimated the time to fix my car would be, even though she had previously told me that it would be based on the body shop's estimate. And she told me that since my car was in the shop starting the 5th that she would only get me a rental for the day of the 12th. I argued with her and she finally agreed to send me a check for 7 days of a rental car. Well here we are 5 1/2 weeks later (today is 9/13/22) and my car is still in the shop and I have only been paid for a rental car for a week. I talked to the body shop and they told me that the insurance company is required to give me a rental car for the entire time my car is in the shop, otherwise it's fraud. I feel like I have been taken advantage of and would like the compensation for a rental car for 6 weeks.Business Response
Date: 09/29/2022
This will acknowledge receipt of the complaint.
We responded directly to the complainant via email on September 29, 2022, and feel this matter is resolved. Please allow enough days for complainant to review our response before reaching out to complainant regarding our company's handling of the complaint.
Our companys complaint handling procedures mandate protecting personal information when responding to non-regulatory agencies such as the Better Business Bureau;therefore, we will only correspond with the complainant.
Regards,
** *****************
Consumer Affairs Specialist | Legal & Compliance
************ | ************ | ************ FAX
*******************************************
Sentry Insurance
1800 *****************
********************,********* 54481
Office: J3/12-19Initial Complaint
Date:09/05/2022
Type:Service or Repair IssuesStatus: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.
Their Client Damaged our Vehicle back in July causing it to not be drivable. The parts and repairs can not be completed until late September to early October. We have been trying to get into contact with their representative to just provide us with a rental car until that time. they have been unresponsive at some times and also stated they would only provide a rental car for a week and we have to continue to call to get it extended with sometimes no or limited response. We just want the insurance agency to cover the rental car till we can get our vehicle fixed since it was due to their clients negligence we do not have a vehicle. We should not have to argue about the rental or have to keep calling in to get this extended. You can see on the attached document they are not responding in a timely manner nor are they covering the rental car due to damages to our vehicle.Business Response
Date: 09/19/2022
This will acknowledge receipt of the complaint.
We responded directly to the complainant on September 19th via email and feel that this matter is resolved. Please allow enough time for complainant to review our response before reaching out to complainant about our company's handling of the complaint.
Our companys complaint handling procedures mandate protecting personal information when responding to non-regulatory agency complaints such as the Better Business Bureau, and we will only correspond with the complainant.
Regards,
***************************
Legal Specialist | Legal & Compliance
************ | ************ | ************ FAX
******************************************************
Sentry Insurance
1800 *****************
********************, ********* 54481Initial Complaint
Date:08/31/2022
Type:Service or Repair IssuesStatus: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 a motorist who *** or *** not be insured by Dairyland/Sentry car insurance (I have been sent multiple letters from Dairyland and gave an interview to them of what happened). Dairyland will not notify my insurance company of whether or not the person at fault in the accident is insured under the policy that *** be related to the car involved. Dairyland claims that they cannot contact the person who *** or *** not be on the policy and that is the reason why they cannot determine whether or not they are on the policy. This is dishonest. It would take Dairyland a few minutes to check whether or not the person is on the policy and notify my insurance company. For some reason they are dragging this process out without benefit to any party involved.Business Response
Date: 09/19/2022
This will acknowledge receipt of the complaint.
We responded directly to the complainant on September 19, 2022 via email and feel that this matter is resolved. Please allow enough time for complainant to review our response before reaching out to complainant about our company's handling of the complaint.
Our companys complaint handling procedures mandate protecting personal information when responding to non-regulatory agency complaints such as the Better Business Bureau, and we will only correspond with the complainant.
Regards,
***************************
Legal Specialist | Legal & Compliance
************ | ************ | ************ FAX
******************************************************
Sentry Insurance
1800 *****************
********************, ********* 54481Customer Answer
Date: 09/20/2022
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
The response from the business said that they will not respond to a BBB complaint. By definition the complaint is not resolved. It has been over a month since my car accident and this company has not been able to determine whether the driver at fault is covered by their insurance. This seems exceptionally long and in talking with my insurance company they mentioned that most insurance companies get them a determination of coverage quickly. I am not sure how Peak/Sentry/Dairyland benefits from not completing their investigation in a timely manner in accordance with industry best practice. From Sentrys response it looks like they will continue to refuse to resolve this issue I would like the complaint to stand and I want people to know to not do business with this company.Regards,
*********************************Business Response
Date: 10/04/2022
This will acknowledge receipt of the rebuttal.
We responded directly to the complainant via email on October 4, 2022. We continue our efforts to fully resolve complainant's concerns. Please allow enough days for complainant to review our response before reaching out to complainant regarding our company's handling of the complaint.
Our companys complaint handling procedures mandate protecting personal information when responding to non-regulatory agencies such as the Better Business Bureau;therefore, we will only correspond with the complainant.
Regards,
** *****************
Consumer Affairs Specialist | Enterprise Compliance & Ethics
************ | ************ | ************ FAX
************************************************
Sentry Insurance
1800 ******************************************************************************************************Customer Answer
Date: 10/05/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that the response is not satisfactory, however I no longer have time to deal with this issue.
Regards,
*********************************Initial Complaint
Date:08/10/2022
Type:Service or Repair IssuesStatus: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.
Tengo un problema con mi aseguransa llevo *a casi 4 meses * aun no me an resuelto nada * la verdad llevo *a 1 semana hablndoles * no me contestan les dejo mensaje de vos * no dicen nada * quiero ver si ustedes pueden a*udarme con lo que est pasando
I have a problem with m* insurance, it's been almost 4 months now and the* still haven't solved an*thing for me and the truth is I've been talking to them for 1 week and the* don't answer me, I leave them a message from *ou and the* don't sa* an*thing and I want to see if *ou can help me with what is going
Business Response
Date: 08/23/2022
This will acknowledge receipt of the complaint.
We responded directly to the complainant via email on August 23, 2022 and feel that this matter is resolved. Please allow enough time for complainant to review our response before reaching out to complainant about our company's handling of the complaint.
Our companys complaint handling procedures mandate protecting personal information when responding to non-regulatory agency complaints such as the Better Business Bureau, and we will only correspond with the complainant.
Regards,
***************************
Legal Specialist | Legal & Compliance
************ | ************ | ************ FAX
******************************************************
Sentry Insurance
1800 *****************
********************, ********* 54481Initial Complaint
Date:08/09/2022
Type:Service or Repair IssuesStatus: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 cancelled policy number *********** in December and was supposed to receive a refund by check in 30 days. I have yet to receive my refund.Business Response
Date: 08/23/2022
This will acknowledge receipt of the complaint.
We responded directly to the complainant via email on August 23, 2022 and feel that this matter is resolved. Please allow enough time for complainant to review our response before reaching out to complainant about our company's handling of the complaint.
Our companys complaint handling procedures mandate protecting personal information when responding to non-regulatory agency complaints such as the Better Business Bureau, and we will only correspond with the complainant.
Regards,
***************************
Legal Specialist | Legal & Compliance
************ | ************ | ************ FAX
******************************************************
Sentry Insurance
1800 *****************
********************, ********* 54481
Tell ** why here...Initial Complaint
Date:08/08/2022
Type:Service or Repair IssuesStatus: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 been paying a monthly premium for motorcycle insurance to Dairyland. A monthly premium of ******. On July 25, 2022 The company pulled the entire yearly amount out of my account of ******. I called them to have them deposit the money into my account except for the monthly amount. I was told the money would be back in my account on Friday august 5th which it was not. I checked with my bank to see if a transaction had even taken place and there had not been. Today I called them and they told me there had been a delay and it would not be until Wednesday or Thursday that the money would be back in my account. It has been almost 2 weeks since the incident and they still have not resolved the issueBusiness Response
Date: 08/23/2022
This will acknowledge receipt of the complaint.
We responded directly to the complainant via email on August 23, 2022 and feel that this matter is resolved. Please allow enough time for complainant to review our response before reaching out to complainant about our company's handling of the complaint.
Our companys complaint handling procedures mandate protecting personal information when responding to non-regulatory agency complaints such as the Better Business Bureau, and we will only correspond with the complainant.
Regards,
***************************
Legal Specialist | Legal & Compliance
************ | ************ | ************ FAX
******************************************************
Sentry Insurance
1800 *****************
********************, ********* 54481Initial Complaint
Date:08/08/2022
Type:Order IssuesStatus: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.
The home discount was removed from my policy and requesting the discount be added back to the date it was removed.Business Response
Date: 08/23/2022
This will acknowledge receipt of the complaint.
We responded directly to the complainant via email on August 23, 2022 and feel that this matter is resolved. Please allow enough time for complainant to review our response before reaching out to complainant about our company's handling of the complaint.
Our companys complaint handling procedures mandate protecting personal information when responding to non-regulatory agency complaints such as the Better Business Bureau, and we will only correspond with the complainant.
Regards,
***************************
Legal Specialist | Legal & Compliance
************ | ************ | ************ FAX
******************************************************
Sentry Insurance
1800 *****************
********************, ********* 54481Initial Complaint
Date:08/03/2022
Type:Order IssuesStatus: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.
6/26/22 we reported a claim # **A991915-146 to Dairy Land Insurance company for an accident caused by a policy holder of that company dairy land rep ***** and ****** her supervisor never return calls they never sent anyone to look at vehicle to appraise it they never got police report they have done nothing at all I have sent them everything myself and they still have done nothing to resolve the issue of fixing my car or paying out for damages and now the impound lot wants to action off the car that is still under contract with PenFed credit union we also been seeking medical attention because of accident and now have to see chiropractor 3 times a week this company has nothing but bad reviews stating these same facts about them not taking care of customers as they should in a timely manner but they sure collect they fees every month.Business Response
Date: 08/17/2022
This will acknowledge receipt of the complaint.
We responded directly to the complainant via email on August 17, 2022 and feel that this matter is resolved. Please allow a sufficient number of days for complainant to review our response before reaching out to complainant regarding our company's handling of the complaint.
Our companys complaint handling procedures mandate protecting personal information when responding to non-regulatory agencies such as the Better Business Bureau;therefore, we will only correspond with the complainant.
Regards,
** *****************
Consumer Affairs Specialist | Legal & Compliance
************ | ************ | ************ FAX
*******************************************
Sentry Insurance
1800 *****************
********************, ********* 54481
Office: J3/12-19
Sentry Insurance Company is NOT a BBB Accredited Business.
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