Rated 5 out of
5
by
Nordoc from
Solid insurance for my Home and Auto
Customer Service assisted with my confusion about the billing process, and relieved my unnecessary concerns... Quickly, courteously, and completely. We have had no issues or complaints with Grange Insurance, and appreciate the coverage they provide us.
Date published: 2022-11-04
Rated 1 out of
5
by
Moe17 from
a slap in the face...
Let me start by saying that I have been with Grange through my independent insurance agency since April 2012. Fortunately, I have never filed an at-fault collision claim for auto until now.
I started the process with the expectation of taking my vehicle to a well-known auto body shop that I have done business with for years. The liability of my previous accidents has been the responsibility of another person and their insurance company.
As the claims adjuster is going through the normal routine of what I should do they ask the question "do you have a body shop that you use" I shared the name and then was told that I have a right to choose whichever body shop I like, however, they are not one of our "preferred" shops.
I didn't give it much thought until I took my vehicle in for the estimate. The estimate I received from Grange, based on the pictures I uploaded to their app, was several thousand dollars lower than the one I received from my Bodyshop. After sharing the estimate from Grange with the estimator at my Bodyshop it was brought to my attention that Grange does not pay for OEM parts when aftermarket parts are available, the blending of paint into the adjacent body area to eliminate a line of demarcation from the original paint to currently mixed paint, certain diagnostic scanning which is done before a repair to determine what features have been compromised and afterward to restore all Advanced Driver Safety Systems that are commonly found on newer vehicles and that the “average” labor per hour charge that Grange feels is industry standard is $20-$25 lower than what my Bodyshop charges. I could tell the frustration of the estimator that it has been a battle trying to work with Grange. There was mention of a current situation where another customer who is also insured by Grange is left with a balance of over $4000 owed to my Bodyshop because Grange would not budge on the repairs, diagnostic scanning needed, and/or the difference in cost between OEM vs. Aftermarket parts. Until that point, it had not occurred to me that my Bodyshop does not use aftermarket parts for any of its repairs. Apparently, in their 78 years of experience, when working with anything other than OEM parts, they have found the parts are not to specs and require additional adjustments to fit, function properly, or need to be returned and replaced altogether. All this information caused me to ask more questions about Grange.
This is the information I gathered.
The "average" hourly rate is determined by Grange based on the process of comparing labor costs of multiple body shops in my area. My question to Grange was who gathers this information, a third-party non-bias company or Grange themselves? Also, what category (lower end to higher end) and how many of each of the Bodyshops were included in this data? You see if you don’t select equally from all ranges of labor cost prices then the final number will reflect only the data collected. Depending on the method used will determine if the “average” labor cost is truly a fair industry standard. The person I spoke with did not have this answer for me.
As far as the difference between OEM vs Aftermarket parts, the owner of the vehicle is the only one that is affected. Grant it, the value of the vehicle is already decreased because of the damage, but with Aftermarket parts used in replacement, it could also lower the overall value even more than the damage alone.
I did find out that the Ohio Revised Code (O.R.C) pertaining to OEM vs. Aftermarket parts has been in place for several decades. Which led me to go through every renewal (I still have paper copies of certain things) since the beginning of my policy with Grange. I found nothing that pertained to anything listed above.
Grange does offer a writer that can be added to an insurance policy to cover this type of situation. Because my policy is so old (its type is not even offered/written anymore) therefore, it is not an option for me. The only place that I have found with verbiage referencing the use of Aftermarket parts is near the signature line of the estimate and the cover letter that was with the check for the difference between my deductible and the amount of the estimate I received from Grange. Needless to say, all this information came after the need for repairs, not before.
It states that the estimate in question is “based upon the use of one or more aftermarket crash parts supplied by a source other than the manufacturer of your motor vehicle”. Apparently, the State of Ohio requires that: “the receipt and approval of the written estimate shall be acknowledged by the signature of the person requesting the repair at the bottom of the written estimate.” (O.R.C. 1345.81 (B)(1)). Therefore, we ask that you please sign and date the last page of the estimate and return it to us in the enclosed envelope. It is my understanding that once the insured signs and returns this estimate to Grange, it puts Grange in compliance with the State of Ohio. By following through with this request, it gives Grange and the preferred Bodyshop the legal right to repair my vehicle at any cost and as long as it passes the final safety inspection, I have to accept it. Let me also add that there are a few benefits when choosing a Grange “preferred” body shop. These facilities come with many extra perks, such as a lifetime guarantee on repairs while you own your vehicle, convenient scheduling, and priority service.
Let me share with you how the cover letter reads.
For any auto repair, Grange Insurance pays what is fair and reasonable. Our estimates consider appropriate labor and part rates within the geographical region of the repair. We support our customers in selecting the repair facility of their choice. We do, however, advise them that there are times when a repair facility may charge a different rate for a service or part than what is contained within our estimate. In these instances, if we are unable to come to an agreement with the body shop on amounts, we believe exceed the fair and reasonable amount contained within our estimate, the customer could face out-of-pocket expenses for that repair. We think it is in the best interest of our customers to advise them of this potential exposure at the onset of the vehicle repair.
Nonetheless, I feel like I have been given an ultimatum with regard to my repairs. Yes, I have the right to choose whichever Bodyshop I want BUT, the insurance company I have faithfully given my money to, every 6 months and endured all policy premium increases for over 12 years is just now disclosing to me that they don’t have to pay for my repairs, of choice. One last interesting piece of information is listed in my estimate. It states
The policy provides:
Our limit of liability will be the lesser of the:
1. Actual cash value of the stolen or damaged property; or
2. Amount necessary to repair or replace the property using parts furnished by the vehicle’s manufacturers or parts from other manufacturers.
If I am understanding this correctly “Our” is referencing Grange’s “limits of liability” to me as their policyholder is capped at the least amount Grange would have to pay to repair my vehicle. I believe that is what Grange is referring to with the statement “fair and reasonable”. I do remember my Bodyshop estimator commenting that the grill for my vehicle may not be available in an Aftermarket part, however, the bumper is. I guess that would apply to #2.
I remember speaking to one of the three preferred shops that Grange suggested. They said I had to sign and return the estimate to Grange before I could even schedule an appointment with them. From there the vehicle repairs are managed between the body shop and Grange, at my expense, because I am the one who pays the premiums.
I played a bit of devil’s advocate with another shop Grange referred. I told them that I was not submitting the damage to my insurance company, I would pay for my repairs out of pocket. The first one I contacted told me that currently, they were not scheduling any non-insurance-related repairs due to the high demand of customers filing through insurance. The 2nd one wrote the estimate, which was much closer to the one from my Bodyshop. Interestingly, once I compared the part numbers and cost listed on both estimates, this preferred shop’s charges were higher than my Bodyshop.
After sorting through all this information, this is what it looks like to me. Accidents happen; therefore, vehicles need to be repaired. This generates business for Grange, which in turn contract with “preferred body shops” who agree to repair the vehicles, per Grange’s guidelines by using the less expensive aftermarket parts when available. Grange can market the “lifetime guarantee” perk because they are continually supplying their “preferred” body shops with business. It’s like a revolving door. This allows Grange to decrease their overhead and increase profits, at the expense of the policyholder. However, I have been told that one of the benefits of having this older policy is the accident forgiveness feature. Would that be my positive takeaway?
Date published: 2022-10-29
Rated 5 out of
5
by
Bert from
Insurance
Quick response, adjuster was knowledgeable, claim approved right away, work began immediately.
Date published: 2022-10-03
Rated 5 out of
5
by
Jb123 from
Quick and easy claim
Cassie O. made making a claim quick and easy, she was willing to answer every question I had and walk me through all the stages of a claim.
Date published: 2022-10-01
Rated 5 out of
5
by
Kilianking from
Wonderful service
Claim was easy to submit. No difficulty whatsoever
Date published: 2022-09-29
Rated 5 out of
5
by
Xxxxxxxxxx24 from
Great service
Very efficient and knowledgeable staff assisting in getting best coverage at lowest rates.
Date published: 2022-09-27
Rated 5 out of
5
by
Arisphere from
Grange was fast and easy when I filed claim
I had a leak in my basement requiring many repairs. I called Grange and they handled the claim and paid it relatively fast!
Date published: 2022-09-27
Rated 5 out of
5
by
Blackjack52 from
Great coverage
Their customer service department is fantastic. They take care of situations quickly.
Date published: 2022-09-27
Rated 5 out of
5
by
FoleyGirl from
Outstanding coverage
I have saved over 50% on my auto and homeowners insurance. But the savings on flood insurance is what REALLY made a difference! In fact, my rates dropped this year - so much so that I was able to increase my coverage! And my agent always responds in record time.
Date published: 2022-09-27
Rated 5 out of
5
by
Anonymous from
Excellent Claim Service
Grange claims had to step in because the other insurance carrier was not responsive even though liability was clear. Grange handled everything quickly and professionally!
Date published: 2022-09-26
Rated 5 out of
5
by
debchildcare247a from
Great coverage
Very friendly and helpful knowledgeable kept me updated with emails
Date published: 2022-09-26
Rated 5 out of
5
by
Davy from
Quality Assurance
When I looked into changing Auto Policy Grange saved me half of monies I was spending with the other company for the same coverage. I'm retired and need cost savings anywhere I can. Thank you
Date published: 2022-09-25
Rated 5 out of
5
by
Bohio from
Great service great coverage!
Great service great coverage! Have had grange insurance for years and the insurance and the people who work there are awesome!
Date published: 2022-09-25
Rated 5 out of
5
by
Lowell from
Met my needs.
Customer service did make my claim easy to submit and took care of fulfilling the quote of my repairer..
Date published: 2022-09-25
Rated 5 out of
5
by
lyneen from
great coverage
I have recommended it to others. very, very pleased
Date published: 2022-09-25
Rated 5 out of
5
by
Curt from
Very happy
The Grange representatives I worked with recently on a claim were professional and personable. I have both home and auto insurance through the Grange company. I’m very happy that I have Grange insurance and would highly recommend Grange insurance for any one looking for obtaining
Date published: 2022-09-25
Rated 5 out of
5
by
Dill from
Coverage is perfect as well as service
Claims handled promptly and I was treated with respect throughout the process even though I had an incident shortly after coverage started. Thanks to all employees at Grange.
Date published: 2022-09-25
Rated 5 out of
5
by
Tom58 from
Very satisfied with my hail damage claim!
Filing the claim was easy and working with the Adjuster was easy as well. Overall, Grange covered the damage and I had very little out of pocket due to deductible and a small depreciation on the 21 year old roof. Some neighbors with other major insurance companies did not fair as well, so that puts Grange at the Top!
Date published: 2022-09-25
Rated 5 out of
5
by
SSG GRIFFITH from
Great Coverage and Quick Action
The Customer Service Department is excellent. After informing them of our situation, basically we had no worries. An adjuster came to access our home in a timely manner and was very thorough.
Date published: 2022-09-25
Rated 5 out of
5
by
Bran from
Great customer service.
Great people working for them. Explain everything take time with you.
Date published: 2022-09-25
Rated 5 out of
5
by
Mona Lisa from
Best Insurance
Great Comoany…..Kellie is the absolute best to deal with. If you need anything she’s right there. I would never go anywhere else
Date published: 2022-09-25
Rated 5 out of
5
by
Tom C from
Claim process
Submitted claim to Grange, their communication and follow up was very good
Date published: 2022-09-25
Rated 5 out of
5
by
Grampa Scooter from
Top Drawer Customer Service
Both home and auto policies are with Grange. All service questions are handled in a knowledgeable, quick and friendly manner.
Date published: 2022-09-23
Rated 5 out of
5
by
Rob C from
Great job on my claim
Claims department did a fantastic job. Thanks again for all your help
Date published: 2022-09-23
Rated 5 out of
5
by
Tas17 from
Prompt service
Great communication with the agent and adjuster regarding our claim. Very Knowledgeable, freindly and attentive to our needs.
Date published: 2022-09-21
Rated 2 out of
5
by
Ed2022 from
Claim service is bad
Take forever to hear from my claim rep and they did not pay for all my repairs
Date published: 2022-09-21
Rated 5 out of
5
by
GP Anderson from
Great Service
Grange Insurance has been providing coverage on my home for the past 20 years. In that time, I have filed claims on 2 occasions. Once for water damage and recently for hail damage to my roof. At both times, my claims were handled speedily and efficiently.
Customer service is always excellent and was completely satisfied with how the representatives helped to resolve my claims.
Thank you for your excellent service!
Date published: 2022-09-19
Rated 1 out of
5
by
Buggy from
Very poor coverage I have not received my claim mo
Customer service hasn't done the same I still never received my payment
Date published: 2022-09-18
Rated 5 out of
5
by
HankG from
My experience has been great
I have had no challenges with anything. My agent, Nancy at Bayshore Insurance has been top notch in every way. I would recommend her to anyone.
Date published: 2022-09-17
Rated 5 out of
5
by
Ricki from
Experience Counts !
Experienced professionals took really good care of my needs
Date published: 2022-09-17