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Business Profile

Insurance Services Office

Sentry Insurance Company

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Insurance Services Office.

Complaints

This profile includes complaints for Sentry Insurance Company's headquarters and its corporate-owned locations. To view all corporate locations, see

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Sentry Insurance Company has 5 locations, listed below.

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    Customer Complaints Summary

    • 155 total complaints in the last 3 years.
    • 57 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/03/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 25, 2025, I was hit by a client of this company on my way to work. The car I was driving was a 2011 ****** which was my everyday car. My vehicle was totaled, and this insurance company has taken possession of my car since the accident. The driver of the other vehicle was cited for the accident, and I have not been paid for my car. The company has offered me a price that is below the value. I can't replace my car for that amount, and I didn't receive a rental car. I didn't cause this accident, but yet I am being penalized and mistreated.

      Business Response

      Date: 05/13/2025

      Attn: BBB

      This will acknowledge receipt of the complaint.

      We responded directly to the complainant via US Post Mail on May 13, 2025, and feel this matter is resolved. Please allow enough days for complainant to receive and 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 agencies such as the Better Business Bureau; therefore, we will only correspond with the complainant.

      Best Regards,

      ****** ****, AIC, AIS, AIT
      Market Conduct Analyst
      Consumer Affairs | Legal & Compliance
      ************ | ************ | ************ FAX
      *********************************************************************

      Sentry Insurance
      ********************
      ******************************
      Office: SHO - J3/12-18

    • Initial Complaint

      Date:04/24/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 policies that were supposed to be canceled and they were still insuring me and charging me on unknown to me and It has caused me to have bills that are about to be sent into collections and I do not appreciate it. Im not sure how a company can allow a person to open policies and they have a balance that doesnt make sense to me and making my hardship more difficult and I want to get this issue addressed.

      Business Response

      Date: 04/30/2025

      Attn: BBB

      This will acknowledge receipt of the complaint.

      We responded directly to the complainant via email on April 30, 2025, and feel this matter is resolved. Please allow enough days for complainant to receive and 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 agencies such as the Better Business Bureau; therefore, we will only correspond with the complainant.

      Best Regards,

      ****** ****, AIC, AIS, AIT
      Market Conduct Analyst
      Consumer Affairs | Legal & Compliance
      ************ | ************ | ************ FAX
      *********************************************************************

      Sentry Insurance
      ********************
      ******************************
      Office: SHO - J3/12-18

    • Initial Complaint

      Date:04/19/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 filing a complaint against Dairyland Insurance Company regarding the denial of my auto claim (Claim #*********-244) for an incident that occurred on November 29, 2024. I was driving a 2022 **** Explorer XLT and had both collision and comprehensive coverage in effect at the time of the incident, as shown on my policys Declarations Page.Despite this, Dairyland issued a denial letter on April 15, 2025, stating they are disclaiming coverage under my Personal Auto Policy (PAP 12/13) without providing specific details as to why the claim was not covered. I have requested clarification, including a detailed explanation of the denial, any adjuster notes, and whether the use of the vehicle on a platform like Turo influenced their decision.I am seeking the BBBs assistance in prompting Dairyland to:Reconsider the denial based on active coverage.Provide a clear explanation of their decision, referencing specific policy language.Share all relevant documentation used to make their **************** goal is to resolve this fairly and in accordance with the coverage I purchased.

      Business Response

      Date: 04/28/2025

      Attn:  BBB

      This will acknowledge receipt of the complaint.
       
      We responded directly to the complainant via email on April 28, 2025, and feel this matter is resolved.  Please allow enough days for complainant to receive and 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 agencies such as the Better Business Bureau; therefore, we will only correspond with the complainant.

      Regards,

      ***** Gebert 
      Consumer Affairs Specialist  |  Legal & Compliance
      ************  |  ************  |  ************ FAX
      *********************************************************************
       
      Sentry Insurance
      *******************
      **********************
      Office: J3/12-18

    • Initial Complaint

      Date:04/15/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 being yelled at by an employee I was able to speak with a manager in claims after putting up a fight. Now after realizing that they did not include my leather seats in there estimate manager had now went from let me know if we missed something to we will not be able to adjust this offer. I am being told by many adjusters that it is not normal for my insurance company to deduct money from me for a claim that was 2 yrs ago and fixed I will add but have no evidence as the truck is now totaled.

      Business Response

      Date: 04/23/2025

      Attn:  BBB

      This will acknowledge receipt of the complaint.
       
      We responded directly to the complainant via email on April 23, 2025.  We continue our efforts to fully resolve complainant's concerns.  Please allow enough days for complainant to receive and 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 agencies such as the Better Business Bureau; therefore, we will only correspond with the complainant.

      Regards,

      ***** Gebert 
      Consumer Affairs Specialist  |  Legal & Compliance
      ************  |  ************  |  ************ FAX
      *********************************************************************
       
      Sentry Insurance
      **************************************************************************************
      Office: J3/12-18

    • Initial Complaint

      Date:04/15/2025

      Type:Order Issues
      Status:
      Answered
      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 in a car accident with one of their insured individuals in July of 2024. I submitted all pictures on the date of the accident. Then I saw my doctors and submitted all Dr ********* to them at the end of my visits. I have emailed ***** ********* and I get no response from him. I have left voicemails for his supervisor ********* and she does not call me back. In February of this year 2025 I sent all medical documents to them regarding the bills that were built to my primary insurance and that I have paid out of pocket due to the negligence of them paying bills on time. I still have yet to be reimbursed for these bills from July of 2024 the date of the accident. I have followed up with them and it has been 9 months since the accident and I still have not been paid or reimbursed for any of my out-of-pocket medical expenses. Every email I sent to ***** I am not responded to any voicemails I sent to him he does not respond to me nor does his supervisor. I called him the other day and he stated it was going to take several more weeks it has been over 9 months how much longer do you need to look at this ********* in order to make a determination to pay me for my out-of-pocket costs and both my insurance covering these bills from your client. My insurance and I have combined paid over $7,700 out of pocket and we are still waiting on our settlement next month will be 10 months this is ridiculous and treatment of victims of your insure drivers who are driving on sr22s because they have convictions should be treated nicer. Your person was placed in jail because they are habitual offender and a parole violator and I am the victim here. This is the second time I've had to contact the better Business bureau to get some sort of action out of this company this is ridiculous.

      Business Response

      Date: 04/24/2025

      Attn: BBB

      This will acknowledge receipt of the complaint.

      We responded directly to the complainant via email on April 24, 2025, and feel this matter is resolved. Please allow enough days for complainant to receive and 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 agencies such as the Better Business Bureau; therefore, we will only correspond with the complainant.

      Best Regards,

      ****** ****, AIC, AIS, AIT
      Market Conduct Analyst
      Consumer Affairs | Legal & Compliance
      ************ | ************ | ************ FAX
      *********************************************************************

      Sentry Insurance
      ********************
      ******************************
      Office: SHO - J3/12-18

    • Initial Complaint

      Date:04/07/2025

      Type:Billing Issues
      Status:
      Answered
      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 8, 2025, Sentry Insurance reinstated my insurance policy number A0144823 for my truck under ****************** I was informed by email and phone call that my next payment would be due on April 12, 2025. Today, April 7, I found out that my policy had been canceled because they claim I did not make the March payment. Sentry Insurance also claims that I was notified by mail; however, I checked my P.O. box and did not receive any correspondence from Sentry. Sentry is now offering me the option to pay for both months before April 11 in order to avoid the complete cancellation of the policy. I can understand that someone might make a mistake once, but to assure and confirm that it was the correct payment date is a different matter.I want That the policy be reinstated and the charge for the month of March be waived, and that only the April payment be charged on the agreed date, April 12, as was communicated to us by Ms. **** ******** via email and phone.

      Business Response

      Date: 04/08/2025

      Attn:  BBB

      This will acknowledge receipt of the complaint.
       
      A duplicate complaint has been filed with the ************************* of Insurance. Our complete response will be sent to them within a deadline of 7 days. 
       
      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 further with the *** and complainant.

      Regards,

      ***** Gebert 
      Consumer Affairs Specialist  |  Legal & Compliance
      ************  |  ************  |  ************ FAX
      *********************************************************************
       
      Sentry Insurance
      *******************
      **********************
      Office: J3/12-18

    • Initial Complaint

      Date:04/07/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 by a car that was not paying attention and drove into my truck at 50 miles per hour. My insurance company yelled at me over the phone threatening me after I sustained multiple injuries. Then they offered me 7000 dollars for my perfect condition truck that was almost paid off.

      Business Response

      Date: 04/09/2025

      Attn:  BBB

      This will acknowledge receipt of the complaint.
       
      A duplicate complaint has been filed with the ******************* of Insurance. Our complete response will be sent to them within a deadline of 20 days. 
       
      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 further with the *** and the complainant.

      Regards,

      ***** Gebert 
      Consumer Affairs Specialist  |  Legal & Compliance
      ************  |  ************  |  ************ FAX
      *********************************************************************
       
      Sentry Insurance
      *******************
      **********************
      Office: J3/12-18

      Customer Answer

      Date: 04/09/2025

      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.

      [Please type your response here.]
      This company treats people like c*** after being injured I had people screaming at me after I was rear ended by a distracted driver. Company has no remorse. They are also low balling me on the price of my truck will not negotiate at all needing appraiser now. Victimized by my own insurance. 
      Regards,

      ********* *****

    • Initial Complaint

      Date:03/29/2025

      Type:Order Issues
      Status:
      Answered
      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.
      Insurance allowed only comprehensive coverage when insured stated that there is a lien holder. When having lien on vehicle it must be fully covered.

      Business Response

      Date: 04/02/2025

      Attn:  BBB

      This will acknowledge receipt of the complaint.
       
      A duplicate complaint has been filed with the ************************* of Insurance. Our complete response will be sent to them within a deadline of 7 days. 
       
      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 further with the *** and complainant.

      Regards,

      ***** Gebert 
      Consumer Affairs Specialist  |  Legal & Compliance
      ************  |  ************  |  ************ FAX
      *********************************************************************
       
      Sentry Insurance
      *******************
      **********************
      Office: J3/12-18

    • Initial Complaint

      Date:03/23/2025

      Type:Product Issues
      Status:
      Answered
      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 purchased automobile insurance through (The General) insurance company.I purchased the policy on 03/10/2025.After realizing I paid double if not triple what other insurance companies were offering I wanted to immediately cancel my insurance policy. So I contacted the generals customer service the very next morning and requested immediately cancellation of my car insurance. I explained I have already bought insurance through another company and I do not need nor want the generals car insurance. I made it very clear I wanted my policy canceled effective immediately and even emailed a written request saying I wanted my policy canceled immediately. The representative Mr ******* I was speaking to you send my policy would be canceled and I would receive my refund. I waited a week but notice I was still getting emails and reminders about payments so obviously my policy had not been canceled. So I called back a second time to customer service 7 days after my first call and explain to them my policy should already be canceled and that I should be receiving my refund. Whoever I spoke to the second time the lady said she would fix the problem. I called in today which is my third attempt and told them I still have a active policy and I want to know why my policy has not been canceled. All she said was it was an error on their part. 2 weeks later I still have a active policy with the general. even though I requested three times starting less than 24 hours after I begin my policy that I wanted immediate policy cancellation and refund. I've been told three times it was going to be canceled and that I will be refunded. Two weeks later my policy is still active and I have not been refunded as promised. The general car insurance company is non-compliant and obviously has horrible business practices. The General car insurance company which owned by Sentury out of *********. I have made 3 attempts to cancel my policy and get my refund over the last 2 weeks. This is unacceptable.

      Business Response

      Date: 03/26/2025

      Please see the attached response.  

      PLEASE NOTE - The correct Company should be listed as Permanent General Assurance Corporation of Ohio (NAIC # *****) 

    • Initial Complaint

      Date:03/14/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 minor daughter started to receive frequent letters from the insurance company her father used to get her insurance. She was not opening them so I did and discovered that her father had not paid the premiums as he had assured her he would (she is a new driver with no job). I contacted the insurance company by phone and was told that even though my daughter is a minor, I could not speak on her behalf. I added my daughter to the call. I gave them the policy number and her birthdate and was told that it was not the birthdate provided when the policy was started. I was told that they could not give me any information regardless of the fact that my minor child is the policy holder (which is illegal in *****) and that they couldnt talk to me at all, even with my daughter on the phone with us. The call was dropped at that point. I then emailed the company asking for information and telling them the situation on 03/05/25. Since then, I have had the same run around. They will not assist me in fixing this problem and will not give me any information. I thought that when you give your drivers license information to ********************** companies that they verify the information with what is give to them. How can they have her name wrong, her birthdate wrong, send her (a minor) to collections without even speaking to her legal custodial parent. This policy should be in her fathers name as he started the policy and he made the initial payment. Now, rather than the company or her father correcting this mistake- I am faced with contacting the credit bureaus to report this collection and policy as fraudulent so that my daughter can start with a clean credit rating when she turns 18.

      Business Response

      Date: 03/21/2025

      Attn: BBB

      This will acknowledge receipt of the complaint.

      We responded directly to the complainant via email on March 21, 2025, and feel this matter is resolved. Please allow enough days for complainant to receive and 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 agencies such as the Better Business Bureau; therefore, we will only correspond with the complainant.

      Best Regards,

      ****** ****, AIC, AIS, AIT
      Market Conduct Analyst
      Consumer Affairs | Legal & Compliance
      ************ | ************ | ************ FAX
      *********************************************************************

      Sentry Insurance
      ********************
      ******************************
      Office: SHO - J3/12-18

      Customer Answer

      Date: 03/21/2025

      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 attached screenshots of some of the email thread with the insurance company in which they failed to address this problem in any way. You can clearly see that each of their responses are the samethat regardless of my daughter being a minor, they will not discuss her policy with me.

      Again-when on the phone call, which my daughter joined, we were BOTH told that as she did not have the proper birthdate that they could not discuss the policy even though we did have the policy number. Before anything else was discussed on that call, it was dropped. 

      So no, they have not addressed this matter in any way except to brush it aside. If theyve made any efforts to fix this then theyve not informed me of that. 

      Regards,

      **** *********

      Business Response

      Date: 03/28/2025

      Attn: BBB

      This will acknowledge receipt of the rejection notification.

      We responded directly to the complainant via email on March 28, 2025, and feel this matter is resolved. Please allow enough days for the complainant to receive and review our response before reaching out to the complainant about 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.

      Best Regards,

      ****** ****, AIC, AIS, AIT
      Market Conduct Analyst
      Consumer Affairs | Legal & Compliance
      ************ | ************ | ************ FAX
      *********************************************************************

      Sentry Insurance
      ********************
      ******************************
      Office: SHO - J3/12-18

    Sentry Insurance Company is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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