Consumer Complaints and Reviews
I hit a deer on the freeway. Having only 20% battery life I called AAA for a tow, then as an afterthought my insurance company for guidance. Again, I explained at this point I only had 15% battery life. My agent quickly gathered all information needed, asked if I contacted the police. I explained I didn't know you had to so she did it for me. I dropped the car off on a Thursday. It is now Thursday 2 weeks later and I received my payout check today. The biggest delay was the collision company. They took 5 days to come up with an appraisal. I received multiple calls from Dustin and Andy (claims dept and loss dept) letting me know where things stood. The settlement was fair. It was a used car and I had owned it 18 months. The amount was 1,000 less than what I had paid. I was concerned because of posting on this site. However very relieved my claim was different.
This company hates dogs. They are looking to hit me with a 500% surcharge because I foster a dog for rescue. I am changing companies after 6 years without a claim. DO NOT USE THE DOG HATERS.
I've dealt with Frankenmuth insurance for at least 7 years. I made 1 claim when my roof was damaged due to a severe storm in September 2014. They raised my premium to almost double. They didn't even pay full claim on roof estimate or pay me for loss of food due to power outage which was proven through DTE Energy. The adjustor wanted me to take my own pictures of my roof. Very, very unprofessional and based on their company reviews this is VERY common.
My wife backed into my brothers truck and did a little damage. Since it's new, he wanted it turned in to insurance. We have had their insurance for 5 or 6 years and they cancel us for that. Well, ** Frankenmuth!!!! The bastards take our money then cancel if they have to pay. Hope they go bankrupt and lose everything!!!
I've worked in the industry for Frankenmuth and others and have heard these complaints so I wanted to look into myself. While I don't doubt the sincerity of many... there are typically 3 sides to every story, with the third being the truth. But you see some people on here bitching that they 'pay a lot' (we all do) for their insurance and they should be handled immediately. Obviously there was a phone issue, are you that helpless that you can't call a tow company?
On the one claim, somebody said it's ins fraud because they didn't pay a claim where a guy was insuring and driving a van he didn't own but his sister did. He's right... it's fraud... by the insured! You can't insure something you don't own... if the agent says it was ok then your agent is an idiot and you could file an E&O claim against them. And the guy who said they just 'dropped him with no notice. You legally cannot do that... they don't work that way... there are laws against it!!
Then the genius who said they can't force you to spend money on your home. Right... so if your roof is about to fall apart because you've neglected it they should just cover any losses? Or the guy who said they don't offer replacement cost... they either do or they don't. You not knowing is shocking. But yes, you have to replace the things to get paid for them. They don't just blindly cut you a check!
The list goes on and on. People, you need to understand, your insurance is a contract. It's likely covering the things that are your biggest assets in life (home and vehicle or vehicles). Unfortunately most people pick someone because it was cheap and they think cheap is the best. But how about sitting down with an agent and asking questions? Nah... just bitch about it and not actually understand what's your biggest need to protect.
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I have been a customer with Frankenmuth for over 5 years. I had a fire October 3rd of 2013. Worst day of me and my family's life, they came right away for the initial investigation, they gave me a check to help us with clothes, food, and they placed us in a hotel suite and maybe about a month after the fire they placed us in temporary housing. My agent keep in contact with me for the first month making appointments for people to come and assess the damage. My agent was let go or retired, I don't really know what happened but my new agent told me to start looking for a place to move by February 2014 so we can close the claim that's when everything bad could happen happened.
Found a new home, needed to provide paperwork showing that I had the money for the house. Called Frankenmuth they informed me they wanted me to do a deposition, asked why they wouldn't say I had to hiring a lawyer to represent me. Went for the deposition April they said that 30 days from the date of the deposition I would finally know what they were going to do, but in the meanwhile their lawyer gave me 30 days to find somewhere to live for my family because after that day they were no longer going to pay for housing for me and my family. Even though I have a policy that pays for us extra living expenses they still put me on my family out on the street to find somewhere else to live. It's now January 2015 and we still don't have anywhere to live and the insurance company has still not made a decision on insurance claim!! Worst insurance company ever.
In Sept 2013, I was into bone accident while pulling a trailer and turning left, I was slammed into at 55+mph, and was pushed into a ditch about 25 ft away. As a result of the accident, I suffered 2 disc injuries and neck and back muscle damage, headaches, etc. My claims adjuster made it clear if I was not returning to work in 90 days, she would attempt to close claim by sending me to a IME. I later found this is a ploy to close your auto medical benefits. Upon investigation, the IME at hand is on probation with the Dept of Health and Regulatory Affairs for conduct of lying and manipulation, etc and lack of good moral character. I have recorded all this info. They then closed my claim. When I asked to see someone more legit, since they were hiring their friend to do the IME, they declined. We are now going to court (please contact me if u have similar exp with this co).
My wife and I are not rich people, we own a home and we both operate small companies, we have children and a quality of living we have been unable to maintain. Since I climb trees for trimming and haul wood, boats and outdoor service, these injuries have made these tasks impossible and our own ins has made this experience worse than I ever could of conceived. Our adjuster has spoken to us with disrespect and has attempted to steer the conversation for me to agree with her. I have unpaid bills from over 7 visits and treatments in the last 90 days from the accident. They are challenging. See I found out, for them, it's easier to refuse to pay and go to court later if you can because most people get lost in the wind and give up their rights. Not only has our bills suffered, but my medical state has worsened and is not being treated. And the last dr referred me to a spine center for a disc and pain pushing on spine. Frankenmuth denied me from going there and is mad.
I refused to see the IME they wanted me to see so they could close claim anyway. Our adjuster freely has spoken and yelled at me several times where we could not talk without an argument. Then it hit me... I'm not doing what her boss wants and they don't want to honor our policy and cover my treatments and work loss. They just want our premiums sent on time. Even get this, we cancelled our policy on my truck as it was totaled out. Instead of refunding my $100, they kept it, saying they are gonna credit 20 a month toward my other ins policy. I think this is un-American and I am American and have chosen to just go to court and have it all recorded and looked at by a jury like myself. I don't believe 1 person will agree with ins company and their action. This Accident could have been handled way better and professional and our family would not be in chaos. It has caused our family not only financial struggle but relationships have been tested with friends and family, and the stress level we believe our own ins has raised is unacceptable.
I guess if you ever need to open a claim in the future, don't use this company. They will make you feel like you are asking too much. They will start false fights and discrepancies with you all in attempt to close your claim, leaving you and your family in a mess of injuries and bills, if your family makes it through the injuries process. Oh, they offered me 10k to close the claim. I declined, not knowing the amount that would be the final cost. 2 weeks later they closed my claim. 2 weeks later I got a lawyer. In 2 more weeks I'll be in-front of the ins building holding signs and communicating with pedestrians, with friends and family.
I received a letter from Frankenmuth on 6-05-14 requiring me to roof a storage shed and put a handrail on my deck stairs by 9-15-14. First of all, not sure how they can require me to spend money I don't have on repairs that were unnecessary in my opinion. The roof had at least 2 more years left in it and there is already a rail on the opposite side of the steps! I roofed the shed and installed the railing anyway on 8-16-14, emailing the insurance company photos that day. On 8-18-14, I received a notice saying my insurance was going to be canceled in Oct. Because I had not done the repairs they required!! What happened to the Sept. deadline? Who the heck do they think they are requiring unneeded repairs anyway? I will be changing my insurance ASAP anyway!
Had Frankenmuth Insurance with 3 cars and 2 homes for about 11 years. Filed one petty claim all those years, lightning damage, blown holes in my walls, blown switches out of the walls, wiring, etc. Burned up my television, computer, phone, all my cable equipment, etc. No customer loyalty here, filed a claim with estimates - receipts for $3700.00 - $500 deductible. Received $1799.00 with 0 communications. You can forget replacement cost with Frankenmuth. Beware! Quick to bill, short and slow on paying claims. Complaints to them don't help.
A subcontractor set trusses on my building but failed to properly brace them. A storm blew the trusses over and a claim was submitted for the improper installation. The Frankenmuth representative forbid my primary contractor from bracing the sidewall to prevent further damage so they could examine the structure untouched. The delay in releasing my contractor to support the stressed sidewall due to the collapse resulted in collapse of the sidewalls. Now Frankenmuth wants to deny the claim for the trusses although we cannot get that in writing. It has become a total stall game and I am paying rent waiting to get structure built. Truss manufacturer agrees with the claim. Insurance representative gives me totally misleading information so I guess I need to get an attorney involved.
I backed into my other car in my driveway turn around. Both cars have full coverage. I reported the accident early Friday morning to their claims line. I specifically asked the person if both cars would be under the same claim number, when she gave me the claim. She told me "yes". I asked if I could take my cars to start getting estimates. She asked me where and I told her and she said "yes, I could start the process". One car had less damage, so I told the repairman to concentrate on the car with the most damage, since I could drive the other. He had the estimate done in the early afternoon, but still no call from the adjuster. I called back to Frankenmuth, since it was Friday, I didn't want to hold things up over the weekend.
They told me who was assigned and her extension. I called and left a message. She finally called me back and was anything but pleasant. She first acted put out, since there was only one claim number and of course it was tied to the car with the least damage and my low priority. I explained that I was told both cars would be under one claim. She said the person was wrong - how was this my issue? I asked her if I would need to pay $500 deductible on both cars. She said she would need to ask her supervisor. I then told her the estimate was ready for the one vehicle and again she acted displeased because I went somewhere already and the estimate was for the car that according to her, had no claim. She asked me where I took it and then said she didn't see them on her two lists.
I again explained that I asked the girl in the morning if I could take it to my dealer and she told me "yes". The adjuster mumbled something I couldn't understand and told me to have the dealer send her the estimate, which he did on Friday afternoon. This woman never looked at the estimate until Monday afternoon, conveniently just when I called again to see what was going on. She said she didn't have the estimate for the other car. Now I am getting really confused, since I have told her clearly I wanted the one car addressed first and since she insisted these be two separate claims. I didn't understand why she was holding anything up because she was missing the one estimate. I again asked her about the multiple deductibles, since in my mind it was one accident and should only be one $500 deductible.
She still didn't know the answer. Tuesday morning she calls to tell me the car with the least amount of damage ($725) is approved and she is ready to cut a check. I asked her about my other car, which she has had the estimate longer. She said that was going through audit. So I ask her about the deductible again and she said that I needed to pay for it on both cars. I told her I didn't think that was fair and she said to call my agent. I asked the timing for my other car to get approved, since that was my top priority, since I could drive the other car. She snipped at me about not knowing and asked what I wanted to do about the claim for my other car. I told her I wasn't sure and she again told me to call my agent. Side note - this woman works out of her house. Does she really put in a days work? She seems to be out of touch and slow to get answers.
She certainly does not like her job or have any customer service skills. Another concern, the people who answer the phone tell you one thing and the adjuster tells you something totally different. I am not trusting what is happening here. As soon as I get out of this mess, I am switching my insurance. I don't trust these guys. I think if both cars would have been put on one claim like the original person told me, I would only need to pay one deductible. I also don't like the fact she had to get approval from her supervisor about this. Why wasn't it approved? I was never told the basis for the decision. I have had a couple claims over the years with other insurance companies and have never been treated like this or dealt with people with so little knowledge and customer skills. Everyone was always so pleasant and helpful. Maybe other insurance companies spend the money to train their people.
We dropped my son's coverage and he went to another insurance group. Our agent told us to hold off on the monthly payment until it was adjusted. Frankenmuth dropped coverage on our house and three cars without notice. My wife called to make a payment over the phone and the recording stated that there was no payment due. We called to talk with them and they said that we were dropped due to late payment. We never had a prior late payment. We were with them for five years with perfect driving records and no claims. I would not recommend this insurance agency.
My mother, who was 79 at the time, had a very severe accident. She was in intensive care at U of M for 3 months. She was also on a respirator the entire time. The Doctors said they could do nothing more. I insisted she go to a rehab in patient facility. Frankenmuth Insurance was beyond wonderful. The Doctors said she would not recover. I argued she would and my agent supported me. After 3 additional months, I brought her home. She had been on a ventilator for 6 months. Less than 2% can live without it when it has been that long.
Not only did Frankenmuth support everything I wanted to do, they put central air in my house because she required it. They paid for 24 hour in house nursing when that became necessary. I could not afford to pay for her prescriptions up front so they contacted my pharmacy and set up an account so they would be billed directly. My mother successfully got off the ventilator and lived several years more. I cannot say enough about my agent and my adjuster. I never worried about money and everything was handled beautifully.
The weather here has been below 0 degrees but never had a problem before until this morning. I went to start my car at 6:30 this morning and battery dead. Called Frankenmuth as I have full coverage to see if I could get battery charged. I know with this type of weather they will be busy and I would have to wait but after calling since 6:45 this morning until 10:00... All I got is a busy signal!!!!! No operator to put you on hold... BUSY SIGNAL. Finally I called my agent and was told that I could call any towing company, pay for the service and get reimbursed. Fine, if you carry larger amounts of cash on you, which I don't. I pay a lot of money a month for full coverage so I should get full service. Where are the operators?!!! I thank God that I was not stranded on the side of the road in these weather conditions with NO help from my insurance company. Have had this company for many years without claims except for chipped windshield repair once years ago but starting to have second thoughts. Terrible to treat customers like this because it sure is not a way to keep them!!!!! NOT HAPPY.
After months of finger pointing with them. We resolved who was responsible for what costs. They provided some help after the accident. Not as much as they could of in the end. They, at least, did open my claim right away and did most things other ins company make you fight with them to even help at all. In the end, they covered my costs and resolved our differences.
After an unexpected auto accident in which my boyfriend of 8 years was hit in his truck pulling a trailer while he was almost stopped to turn, we had unbelievable disrespect and failure to meet our policy and expectations. We filed a claim and promptly they assisted with medical diligently. When our doctor put my fiance on 30-day no-over-10-lb activity, they refused to pay because he is a 10-99 worker vs. a taxed worker. We explained to them we don't have stubs from check or copies of originals and they were very grouchy. This lady, Diane, I had spoken to, she claimed I was yelling at her as an excuse to hang up. We were shocked and confused why they would not honor their policy in our family's time of need. Then I researched this company and found others to have experienced the same from them. We recommend this company be investigated by officials capable of pulling files for review to a committee to decide if these actions shall be permitted to occur.
My future son-in-law has been paying insurance premiums for almost a year. He had a claim several months ago from him hitting a deer which they paid with no issue at all. About 3 weeks ago, his van was stolen and was recovered 10 days after the incident. The van was abandoned in Sterling Heights, MI and was impounded. Frankenmuth is now refusing to pay the impound fees and anything else related to the incident because the van is in his sister's name and he was the one driving it and paying for the insurance on it. The agent knew it was not in his name but he was the one driving it, paying the payments, and paying for the insurance but now they are all saying there is no coverage. I believe this is insurance fraud.
They do not pay their claims. I recently had a claim for water damage, whereas my only bathroom was destroyed. It took over 12 days and continuous complaining to finally get RB **, an insurance adjuster, out to my home. I told him my home was unlivable, why does it take you guys so long? Robert ** said, "It was common practice to come in 2 weeks after a water claim" even though in the meantime, mold and such can cause more damage. It is now 30 days and still no stipend for other living expenses.
Frankenmuth Mutual Insurance executives and board of directors personify greed and corporate corruption. I hope you will investigate this because someone needs to share this with the policyholders who are paying much higher premiums to fund lavish executive lifestyles. Frankenmuth is refusing to advise me as to when their policyholder meetings are held. Below are examples of their conflicts and malfeasance:
1) Conflicts of Interest between board/executive staff are flagrant. Specifically, each year the annual board meeting is held in the first quarter at luxurious resorts in places like Cabo (The one and only Palmila) or Vegas at the Wynn. The executives host the board members and spouses, and executive spouses for week-long trips where all expenses are paid, lavish entertainment, meals, and penthouse rooms are covered. The last day of the trip, the board members attend the meeting wherein they vote on executive pay and bonus. This reeks of a conflict of interest.
2) The board members themselves are the best friends of the executive staff. They are all locals to Frankenmuth. Frankenmuth executives stack the board of directors with their friends on purpose. A Senior VP admitted that this was the only way they could ensure that they got everything they wanted without questions or anyone contesting/challenging.
3) Canned meetings vote in the board. The policyholder meeting is annually and only employees who hold policies are invited. They purposefully do not want policyholders showing up. They know that employees will never risk their employment by asking questions or challenging a vote or membership election.
4) Misuse of policyholder funds is frequent and egregious and solely for the personal pleasure/use of the executives. As a mutual company, their policyholders own Frankenmuth and its subsidiaries. They are accountable for being corporately responsible with policyholder surplus yet they ask the State for premium increases because they claim they cannot make profits. This company generates about 350 million in premiums annually. The executives spend disproportionately on themselves.
Policyholders would be outraged if they knew of the spending and lifestyles of these folks. I would strongly urge a forensic audit of the Frankenmuth books and in particular, the board and executive travel, gifts and tax evasion tactics. I would also urge to make public the information regarding pay structure, bonuses, golden parachutes etc. Frankenmuth is not a large company in the overall insurance business, however the executives spend on themselves as if they are a global conglomerate with Enron ethics.
If you could get a policyholder to write current CEO John Benson and ask to attend a "policyholder" meeting you would see how canned the meeting is. It's ridiculous. Demanding them to disclose their travel expenses, relationships with the board and trips with the board prior to voting on executive pay/bonuses would be eye-opening for the public.
I hope you have the power and courage to demand accountability from them and/or get other people of power to look hard at what's going on at this company because it is costing policyholders money via increased policy premiums that are going in to the pockets of greedy executives.
I worked at a high level in this company for several years and I can share that the executive staff have the board members in their pockets. The policyholders who own this "mutual" company are not invited to the annual policyholder meetings purposefully to avoid anyone questioning or voting against what the executives want. The annual board meeting is held offsite at lush resorts like the exclusive one and only palmila in Cabo or the Winn in vegas. The executives and board members take their spouse for a week-long lavish trip (compliments of the policyholder surplus). The last day of the trip, the board meeting is held and the board votes on executive pay and bonuses. This has the definite perception of a conflict of interest - bribing the board.
The spouses are not 1099'd this "gift". It's no wonder this little company that flies under the radar has executives building multimillion dollar homes - they don't pay claims - look at the percentage of disputes they file in proportion to competitors on the DELEG website for work comp. This company and its executive staff and board members need to be investigated because they are always crying to legislators that they need premium increases - but it's to fund their lifestyles, not to cover claims. They spent 5 million dollars on a trip to the Greek islands for 90 people. That's about 53K per person for a one week trip! This corporate malfeasance needs to be stopped. These folks are worse than Enron but no one pays them any attention because the company is only about 390 million in premiums annually. Consumers should still be outraged and politicians should care because corruption is corruption.
Frankenmuth Insurance Company Profile
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- Frankenmuth Insurance