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Complaint Details
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Initial Complaint
10/23/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I was in an accident and my car was at the shop already I had a rental for over a week at this point with an auth from them. Rental since 9/30 on October 7 the appraiser ****** called letting me know that the body shop sent a supplemental request to repair my car and it was over the max. Therefore, my car would be total loss. He advised me to take my things out of the vehicle because I would be receiving a call from my contact person at Kemper with the total loss numbers/letter and they would pick it up at the shop. Because of the sensors needed to be replaced and it put the Amount over the max. I am filing a complaint on ****** ****** at Kemper I called her the next day 10/8 and from the first conversation she was not helpful It felt like she did not want to help me. She was very vague in her answers and would put me on mute after answering each question.. She didnt really answer any of my questions left me more confused than I was before then. Meanwhile, I was still in the rental and my car was at the body shop waiting to get picked up. ****** said the paperwork was going to **** and I was in a queue and pretty much I had to wait. On 10/14 I called for status since I had not received a call /email / letter The body shop would call me daily asking if I had heard regarding pick up.They charge $150 a day for storing my car. During our call on 10/14 she was very super rude not helpful. She emailed me the est explained to her that I was confused on whether or not it was going to be a total loss at this point from the information she gave me or if theyre planning on having us fix the car. I left messages. called the direct # service in order to get the supervisor information which I also called and left a message after that was where she called me to let me know she had sent me an email requesting documents. I sent the documents. Still waiting over 2 weeks so I had go through my insurance which I did not want to. I had to pay the rental myself and car still at shop
Business response
11/01/2024
Hello,
Please see our attached response for file 22463046.
Please advise if further assistance is needed.
Thanks,
Regulatory Administration
************************************************************************************
************
***************************************************************************************Initial Complaint
10/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My was hit by one of Kemper policy hold er on 10/15/2024, I filed a claim with the company. The customer representative stated the adjuster will get back to me within 24, Ive made several calls spoke to several ***** who keeps transferring me to the adjuster voice mail, left several messages either adjuster ******** *******. The mirror on the right side of my car, also the electric system is out inside the car. I really need assistance in this matter, like yesterday.Business response
11/04/2024
Please see the attached response for file ********.Initial Complaint
10/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
A Kemper insured individual hit my car. I filed an insurance claim and have not received proper assistance/notification. This took place in January, I filed a police report and was told that I would be notified with a physical letter if the Kemper insured individual did not comply. Not only did ******* ******* fail to keep me updated UNLESS I called or emailed but when I last emailed to ask why months after the fact I had not been notified, he called to say he would send me the letter. That was months ago, and I still have not received any notification. I refuse to go back and forth and can not pursue legal action because of their failure to properly investigate the claim and notify me. In addition I had to pay out of pocket to replace my mirror and still have the damage left on the side of my car. I have the police report which I included the reference number in the claim I filed, and a copy of the individuals insurance and when I asked to send I was told that was "unfortunately not kemper's process." What is the point of the police report if not to assist with determining fault and assisting me with repair? The lack of professionalism and assistance is truly the reason why I would never recommend any one to insure themselves through Kemper or to reach out for assistance.Business response
10/30/2024
Please see the attached response for file ********.Initial Complaint
10/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Auto Accident occurred in the City of ****, ****, for which *************************, seeks compensation for damages caused by negligence from an insured Kemper driver of name" ***** Ajtzalam. ************ filed a claim for repairs and damages to property on September 7th of 2022 against Kemper and provided the adjustors with official request for payments. In the past 2 years claims Department has moved the case from person to person and most important has refuse to fulfill its obligations to pay for damages. I have been assigned to 11 different agents in the past 2 years. Alta Driving is reaching out to seeks intervention and encourage better business practices before we decide to take matter into the 4th District Court in **** and file a legal complain for damages and loss of business income. Kemper's claim number ***********. Last adjustor: ******* *********/ Supervisor: ****** Homes with extension *******. Feel free to reach out with additional questions Best Regards ****** M *******Business response
10/11/2024
Hello,
Please see our attached response for file 22372057.
Please advise if further assistance is needed.
Thanks,
Regulatory Administration
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************
***************************************************************************************Customer response
10/14/2024
Dear BBB representative,
In answer to your request, **************************requests damages to be paid in reference to Auto Accident occurred on September 7th of 2022, for which ******************* has not been refunded yet. I have attached the original documents provided by 2 well established businesses in the area who offer to provide repairs to be able to continue our business ventures. From day one Kemper Insurance has denied payment for damages caused from a client of theirs; most important upon conversation with Ms.****** ****** last week, I realize that Kemper is using the same tactics of delaying and lowering the cost for repairs originally quoted from the Invoices attached to this response. NOBODY questions why Kempers fees to their clients are so high nor directs Kemper to lower their fees to accommodate their clients personal likes.This business activities have caused our business great delays and business losses. Upon conversations with Ms. ******* I explained that I have been willing to overlook our business losses if Kemper fully pays for the attached invoices.Our next option is to move our case to the Orem Court to find the right solution and to seek compensation for business damages. Based on the history of this case, where Kemper is unable or unwilling to fully pay damages incurred in September of 2022, I would like to request from your respected office two simple items to proceed into a Small Business Case litigations in the City of ****, ****:
* Name of the person to direct legal communications
* Address to direct correspondence for legal purposes
HISTORY OF EVENTS
During the past 2 years I have been assigned to:
* ***** *****
* ****** *****
* ******* Bohnman
* ***** ********
* ******* *********
I am pretty sure I am forgetting several other names.
****** ****** is offering to pay around $1800.00 as an initial compensation for the total amount owe and then **************** will be required to if approved by their company, to ask for complementary funds. I dont have the time nor I feel that Kemper deserves the opportunity to after 2 years of delays of being allowed to pay back in portions nor to *****-pay back for damages.I prefer to bring Kemper to court and explain the assigned judge the following facts: ************************* experienced business losses caused from Kemper unwillingness to provide compensation from damages; that ****************** has been operating one of its commercial vehicles under minimal requirements based on the fact that Kemper has delayed and overall denies access to compensation to install graphics on our vehicle, that ************************** has received damages to its branding as all commercial vehicles are used as part of advertisement strategies, etc. Ever since the acquisition of the new vehicle to replace the one damaged by Kempers Client, ************ has been eagerly looking for solutions through Kemper agents. Alta Driving has been forced to repair the vehicle associated to this claim out of pocket in other to stay in business. Big Fat Logo will not install graphics unless is fully paid and Kemper keeps trying to find short cuts to save money regarding any items listed on the invoices.Kindly looking for your intervention
****** M *******
Business response
10/24/2024
Hello,
Please see our attached response for file 22372057.
Please advise if further assistance is needed.
Thanks,
Regulatory Administration
************************************************************************************
************
**********************************************************************Initial Complaint
10/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
American Access Casualty/Kemper has failed to settle an auto claim for an accident that occurred on 7/23/24 . The other driver who is the policyholder admitted to guilt. They have ignored numerous phone calls and emails ; on 8/7 their appraiser inspected my vehicle and on 8/15 I faxed back the company's claimant report form. The driver who admitted to fault stated she has gotten the same response as well from Kemper. Their address : *********************************************************** Downers Grove , IL *****. Claims **** *************************. Manager ***** ****** 886 663 5443 ext. ******* This company seems to be acting in "bad faith" and has been uncooperative to this date. My claim # **********. Please contact me as soon as possible as they obviously don't want to settle the claim for reasons unknown to me. This is a simple " fender ****** " claim with no injuries. Consumer beware! Thank You, ***** **********Business response
10/11/2024
Hello,
Please see our attached response for file 22367053.
Please advise if further assistance is needed.
Thanks,
Regulatory Administration
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************
***************************************************************************************Initial Complaint
09/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On September 3rd my vehicle was hit while it was parked by a car that was insured by this company. After Ive made a claim they sent me an estimate of the damages. I did went to several auto body repairs for estimates and they quoted more than what they want to give me but thats not what Im complaining about. I cant afford to leave my truck on the shop for 7 days due to the fact that I use my truck for work and thats the only vehicle I have. So I send an email to send me the check and Ill fix my truck when ever I have time like in December. But every time I call they dont answer they just leave a message saying Im out of my desk or helping other customers Ive called more than 100 times with same answer. They just answer if Im making a payment other than that they just ignore me. Just want them to send me the check of $1,106.17 of the estimated damages.Business response
10/07/2024
Hello,
Please see our attached response for file 22338404.
Please advise if further assistance is needed.
Thanks,
Regulatory Administration
3760 River Run
Birmingham, AL 35243
888-402-7725
kemperconsumercomplaints@kemper.comInitial Complaint
09/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 8/30/2024 my son was rear ended by a vehicle owned by a company that Kemper insures in *******. I have been trying to get some resolution to this issue to no avail. I have sent multiple emails to Kemper auto, the adjuster, the adjusters supervisor and the supervisors supervisor. When I do get a response, it is basically the same response. They claim to be doing an investigation and are trying to contact the owner of the company that the vehicle belonged to. This company has a history online of not paying their claims and for stalling claims. I can provide the claim number if needed. I also emailed their CEO who has not responded either.Business response
10/01/2024
Please see the attached response for file ********.Initial Complaint
09/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Got into a car accident with an employee of a hospital and the cased was closed by the other parties insurance WITHOUT any communication with me. My complaint is for my insurance due to them NOT fighting for the repair of my vehicle and not paying for repairs on my vehicle. I have called multiple times and left numerous voicemails. They are being dishonest and unprofessional,untrustworthy nor acting in good faith. I would like to be contacted and my vehicle to be repaired!Business response
09/23/2024
Please see attached response for file ********.Initial Complaint
09/01/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a 6 month car insurance policy with Kemper on June 10, 2024 got quoted a monthly payment of $106.44 a month for 6 months. I enrolled in autopay so that I would not miss a payment. On July 5, 2024 my debit card was charged $182.07 for my monthly payment. I called the insurance company the next day July 6, 2024 to ask why I was charged a different amount for my monthly payment was told that my insurance policy had been adjusted by Kemper that there was an increase on my monthly payment compared to what I was originally quoted on. I was never notified about this change until after my first monthly payment. I requested to cancel that policy over the phone that same day. The representative on the phone emailed me a document that was a request to cancel the policy I signed the document and was told by the representative on the phone that I would get a refund for that monthly payment of $182.07 by check in the mail in two weeks. The two weeks passed and I never received a check in the mail. I called Kemper and a representative told me it takes one month for me to receive that refund check in the mail. I waited the month and never received a check. I called Kemper once again and was told by another representative that my refund check was mailed out and that it should arrive within the next few days. I waited another 7 days and nothing. I called Kemper once again and was told by a representative that my refund check was mailed on August 6, 2024 and that I should receive it within 7 business days. I waited those 7 business days and still did not receive anything. I called Kemper again another representative told me the same thing that a refund check was mailed to me on August 6 and that she was not sure why I had not received it yet. The representative told me to wait another 7 days that if I had not received the check by then to give them a call once again. It is ridiculous that today is September 1, 2024 and I have not received my refund check from Kemper.Business response
09/06/2024
Good afternoon,
Please see our attached response for file 22226913.
Please advise if further assistance is needed.
Thanks,
Regulatory Administration
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************
***************************************************************Customer response
09/12/2024
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.
Sincerely,
*****************************Initial Complaint
08/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
For the past two months, I have made numerous attempts to contact my assigned adjuster, *******************************, regarding my claim. Despite my persistent efforts, she has completely ignored my communications and failed to take any action to resolve my issue. This level of neglect is unacceptable.Kemper Auto's disregard for its customers is evident in this situation. The lack of response and failure to address my claim have caused significant frustration and inconvenience. This has been the worst insurance experience I have ever encountered, and I strongly advise others to avoid this company based on my experience.I demand an immediate and thorough review of my claim and expect a prompt resolution in line with my policys terms. Additionally, I require an explanation for the inadequate service and a formal apology for the undue stress and inconvenience caused.Attached are [copies of relevant documents, such as policy details, claim forms, and correspondence] to support my complaint.I trust the BBB will address this issue with the urgency it deserves. I appreciate your prompt attention to this matter.Business response
09/03/2024
Attached, please find the submitted response letter for this complaint.
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Customer Complaints Summary
170 total complaints in the last 3 years.
51 complaints closed in the last 12 months.