Business Profile

Property Insurance

Hallmark Financial Services

Complaints

This profile includes complaints for Hallmark Financial Services's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

15 total complaints in the last 3 years.
4 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.

Initial Complaint
Date:12/20/2024
Type:Service or Repair Issues
Status:
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 the adjuster has seized contact with me in regards to damages caused to my vehicles by one of hallmarks insured drivers.
Business Response
Date: 01/07/2025
Attached please find our response to the compliant.
Business Response
Date: 01/07/2025
We have responded to the above complainant.
Initial Complaint
Date:08/29/2024
Type:Sales and Advertising Issues
Status:
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.
In February 2024, I was involved in a car accident that was not my fault. The other individual involved is a customer of *********************************************, which meant I was communicating with this insurance company. It took 6 months for them to finally approve the supplemental from my estimate with Caliber Collision. Hallmark Financial never sent an Adjustor to review the damages to my vehicle. They mailed me a check for $1,045. Upon taking my vehicle to get repaired, Caliber Collision found additional damages to my vehicle worth an additional $5,000. It took several weeks of reaching out to Hallmark Financial before they finally approved the additional repairs. Working with this insurance company has been the most stressful and frustrating thing I have ever had to deal with. Their customer service was terrible as I was hung up on multiple times. I had to threaten legal action before they finally complied. I have spent several hundred dollars on this situation and demand a refund for my rental car. This company does not deserve an A+ rating on BBB.
Business Response
Date: 09/10/2024
Dear *********************** the initial complaint, on August 30th, claims supervisor ************************* asked claims adjuster
*********************** to call complainant ***********************. There was no answer, he left a voicemail advising her
to call back and/or email any supporting documentation for rental reimbursement. ***** continued
monitoring the claim for resolution. On September 5th ***** reviewed the claim and found there were
no claims notes indicating weve received a response from **************. On September 6th, ***** called
**************, left a voicemail and shortly received a call back. ***** apologized for her negative experience
with Hallmark and assured her that he would help resolve. He addressed the unresolved loss of use
claim by requesting supporting documentation. ***** stayed on the phone with ************** while she
emailed him the rental invoice and he issued a full reimbursement payment while on the call. **************
expressed satisfaction with the response. We issued the settlement payment on September 6th.
We now consider this matter resolved. Please contact me with any further questions or comments.
Business Response
Date: 10/14/2024
Please allow this letter to serve as Hallmarks response to your recent inquiry ID # ******** dated October10th, 2024.

This complaint is associated with Hallmark claim PTX24-086800.Supervisor ***** ******* of the Hallmark County Mutual Insurance Company claims department spoke with the complainant ****** ***** on September 6th regarding her outstanding rental expenses. He confirmed the willingness to reimburse her for her reasonable rental expenses and requested supporting documentation of these expenses. The complainant emailed her invoice from Enterprise Rental Car and a payment was issued that day in the full amount of $569.06.Upon receiving this complaint, ***** verified with Hallmarks accounting department that the check was endorsed by Ms. ***** and cashed. ***** reached out to Ms. ***** on October 11th 2024 and left a voicemail acknowledging receipt of the complaint and to be sure this issue is fully resolved. It appears the original complaint dated August 29th 2024 was prior to the September 6th conversation and payment. We consider this matter settled.

We trust that this response addresses your questions and/or concerns as appropriate.
As always, we appreciate the opportunity to serve you.Should you have any further
questions and/or additional requirements that we may provide to assist in the
completion of your inquiry/investigation, please feel free to contact Hallmark County Mutual Insurance Company
Initial Complaint
Date:08/10/2024
Type:Order Issues
Status:
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.
Paid insurance but per phone conversation the company said my coverage was expired on 7/27 so they said they would issue a refund and not cover me for 7/27.. then today 8/10 I get a letter stating they reinstated my policy 7/28, so to me it looks like they just did not want to cover my incident and accept my claim. Im also not sure if im going to get refund after all since no one is answering my phone calls.
Business Response
Date: 08/27/2024
Effective Claims Management, **** is handling claims for Hallmark County Mutual Insurance Company
(Hallmark) with respect to the above-referenced matter. Hallmark acknowledges receipt of the above
claim.
Please allow this letter to serve as our response to your recent inquiry dated August 12, 2024, regarding the
above-reference loss and complaint.
Ms. ********* auto insurance policy was on autopay with a credit card. She had a monthly installment
payment due on 07/16/24. This payment was declined by the financial institution and a notice of
cancellation for nonpayment effective at 12:01am on 07/27/24 was mailed to her on 07/17/24. A notice of
declined payment was also mailed to ******************** on 07/17/24. A payment was not received prior to
12:01am on 07/27/24 and the policy cancelled. There was a balance due on the cancelled policy
for coverage provided through the cancellation date.
******************** was in an automobile accident on 07/27/24 at 1:12pm. At 6:26pm on 07/27/24, ********************
made a payment through an automated third-party payment system. If a payment is received via
this third-party payment system on an eligible, cancelled policy within 30 days of the cancellation date, a
reinstatement exception with a lapse in coverage is processed effective the date after the date of payment.
Therefore, our ***************************** reinstated Ms. ********* policy effective 07/28/24. This
reinstatement should not have been processed because ******************** had already spoken to our **************************** several times and understood that the policy could not be reinstated back to 12:01am
on 07/27/24; which is what she was trying to do when she made the payment on 07/27/24. The policy has
been cancelled per Ms. ********* request and a refund was issued to her.
Upon review of this complaint, Hallmark waived two fees that were assessed because of the reinstatement
exception with a lapse in coverage. ******************** will receive an additional refund check. This amount is the total she paid on 07/27/24
minus the total she owes on the cancelled policy for coverage provided through the cancellation date.
In her letter, ******************** stated that no one is answering her phone calls. The notes on her policy indicate
that she has spoken to representatives five times between 07/29/24 and 08/12/24, including one
supervisor. In addition, our *********** manager called ******************** on 08/12/24 and left a voice mail
message for her. We apologize to ******************** for the confusion that was caused by the reinstatement with
a lapse in coverage processed in error after she was advised that her policy would not be reinstated.
We now consider this matter resolved. Please do not hesitate to contact me with any questions or
comments that you may have regarding this matter.
Sincerely,
*************************
*************************
Director, Claims
Effective Claims Management
Initial Complaint
Date:07/12/2024
Type:Service or Repair Issues
Status:
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.
On June 21, 2024 at approximately 5pm, I was on the entrance lane for ****** in ***********, Texas going east. When their driver crossed over 2 lanes from ********************** to attempt to get into my lane. His vehicle was almost perpendicular to mine as he struck the rear right passenger side of my vehicle. The other driver didnt admit fault. But the police report clearly states that he struck my vehicle. In addition, the driver did not attempt to signal or make a legal lane change. He just almost broadsided me. I and my insurance company have been attempting to speak with the adjuster who has not responded or made any attempt to contact us. In addition, my adjuster said that they had initially rejected the claim, it has been three weeks with loss of income and damages to my property. The claim number is PTX24091306. This company has not operated in good faith and from reading these other statements. It is clear tha they should have their license reviewed and or removed.
Business Response
Date: 07/25/2024
Effective Claims *********** **** is handling this matter for Hallmark County Mutual Insurance
Company (Hallmark).
On June 21st, Hallmark County Mutual Insurance Company received a report of claim
from our insured. The incident occurred on June 21st at 5:15 PM in ***
*******, Texas, with ********************* initially deemed liable. Limited information was provided at the time.
The claim was assigned to adjuster.
Adjuster began the coverage and liability investigation on June 26th. After several attempts, he reached
our insured on July 8th to confirm details. On July 10th, Hallmark concluded its investigation,
confirming coverage and liability. We lacked contact information for ************** initially. On July 17th,
we contacted **************, advised him of liability, and requested photos of his vehicle for appraisal.
Photos were received, and an appraisal was scheduled on July 18th. On July 19th, ************** was
informed that we were awaiting inspection. The vehicle was inspected and deemed a total loss on July
23rd.
Claims supervisor called ************** on July 23rd, left a voicemail, and later received a
call back. Supervisor updated ************** on the status and next steps. ************** expressed satisfaction with
the response.
We now consider this matter resolved.
Customer Answer
Date: 07/26/2024
I am rejecting this response because:
the information is particularly inaccurate.
I was never ever liable, and they initially refused to acknowledge the outcome of my Insurance companies investigation and complaint based on the evidence presented. But they did eventually admit that their policy holder had actually lied or at least had not understood the actual traffic rules that applied to the situation, and the police report confirmed my statement.
Once that Fact had been confirmed, then, and only then, did they admit fault and agreed to pay me fair restitution for the events.
The upper Management was fair, and professional. But it should have not taken this amount of time and inconvenience for this problem to be resolved.
Ill finally be satisfied with the results once I receive payment.

Business Response
Date: 08/05/2024
Following the initial complaint, a claims supervisor called ************** on July 23rd, left a voicemail, and later received a call back. The claims supervisor updated ************** on the status and next steps. He explained the delays were due to the coverage and liability investigation. He advised the customer that he would expedite the process moving forward. ************** expressed satisfaction with the response. The customer was contacted that day, and a full settlement was reached. We issued the settlement payment on July 23rd.

We now consider this matter resolved.
Customer Answer
Date: 08/05/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:03/15/2024
Type:Service or Repair Issues
Status:
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.
Hallmark Financial sent us a "Notice of Conditional Renewal". Neither my husband nor I have no idea what this is about. We have tried to make contact multiple times, left messages etc. Nobody ever answers the phone, nor do we ever get a call-back. At this point this seems like a complete scam.
Business Response
Date: 03/20/2024
Hallmark Financial is in receipt of this complaint. Unfortunately we are unable to identify the policy or appropriate business unit contact without additional information. ************************* has attempted to reach *************** by phone but was unsuccessful. In addition, we have sent an email to the complainant with information on how to best contact Hallmark Financial to resolve her issue (copy attached). We are happy to assist *************** with this matter in whatever way we can once we receive sufficient information at *************************************************.
Initial Complaint
Date:03/01/2024
Type:Service or Repair Issues
Status:
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 submitted a claim with Hallmark County Mutual on January 22nd after being hit by one of their insured vehicles. Ive submitted all my info and damages then, yet I havent heard from my current adjuster or been able to reach her. This being the second adjuster theyve assigned to me since the incident.
Business Response
Date: 03/18/2024
Dear Sir/Madam:
Effective *********************** *********** **** is handling this claim for Hallmark County Mutual Insurance Company
(Hallmark) with respect to the above-referenced matter. Hallmark acknowledges receipt of the above
claim.
Please allow this letter to serve as our response to your recent inquiry dated March 4, 2024, regarding the
above-reference loss and complaint.
We had been working to reach our insured to confirm their involvement and liability as there was not a
police report or other documentation available to confirm this. We have since spoken with our insured and
confirmed what we needed to proceed with taking care of the damage to Ms. ***** vehicle.
We have been in communication with ************ regarding the matter. We are in the process of working with
************ to have an estimate completed as we work towards resolution of her claim.
We now consider this matter resolved. Please do not hesitate to contact me with any questions or
comments that you may have regarding this matter.
Initial Complaint
Date:02/07/2024
Type:Billing Issues
Status:
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've failed an auto accident claim for a crash on December 25th and haven't heard from my claims adjuster. I've left multiple voicemails to just get a update but haven't heard from anyone. I'm being charged for parking fees by the auto repair shop waiting for a response.
Business Response
Date: 02/22/2024
We reached out to the insured to handle his claim prior to receiving this complaint, but we were
unable to reach him. We were able to reach the body shop where the insured vehicle was located
and obtain damage photos. At that time, we set up an appraisal for his vehicle and it was determined
to be a total loss. We did transfer ************* feature to a total loss adjuster for further handling
and that adjuster did reach out to ************** on February 9, 2024 with an offer for settlement of his
claim. We are still pending a letter of guarantee from the insureds lienholder and final total loss
documents to finalize his settlement, which is currently in process.
Initial Complaint
Date:09/26/2023
Type:Service or Repair Issues
Status:
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 in a car accident on 8/1/2023 the other party was at fault. Hallmark is the other parties insurance company. Due to it being a business car that hit me, it took longer for them to investigate the claim. (Which the officers report puts the other person at fault, and video footage there was no question who was at fault) Ms. **** finally contacted us weeks after the claim said she had been sick, took another week to make sure everything was correct with that guys insurance. Towards the end of August she sent a **** dollar check for my deductible, so my insurance to start fixing it. I sent her an email in September asking about the second part of the claim with the medical bills and loss of car. She informed me that she had everything she needed and would get back to me with a offer. That was 13 days ago, I at first emailed every other day saying hey would like to know how your company handles this process what is the time frame ect. she ignored me. Then I began emailing every day, asking the same thing. If I just knew the time line and the process I would be happy. But I feel like this company is the rudest, most difficult company I have ever dealt with. I honestly have had the hardest time just getting a response. I do not want to have to get a lawyer but they wont even tell me a time line. I expect someone to just answer my questions and give me an update.
Business Response
Date: 10/06/2023
Effective Claims *********** **** is the third-party administrator handling claims for Hallmark Specialty
Insurance Company Hallmark with respect to the above-referenced matter.
I am writing to you in response to the complaint received from ***************************** with consumer
complaint ********. It appears that the adjuster, ***********************, has missed communications from the
claimant on several occasions, prompting the complaint.
************** deductible reimbursement was issued as of August 23, 2023. No other claim payments have
been made as of this time. As of September 29, 2023, an offer for loss of use and each of the injury claims
has been extended and we are currently awaiting a response in an effort to resolve ************** claim.
Hallmark Specialty Insurance Company values and respects the Better Business Bureau and the complaint
process. If you require any additional information on this matter, please do not hesitate to contact my office
as we welcome the opportunity to review new information related to this matter.
Sincerely,
***************************************
Hallmark Specialty Insurance Company

Customer Answer
Date: 10/07/2023
I am rejecting this response because: I have responded to the offer twice, checked for an update at least once, was told to contact **** by 10/6 for an update and she would respond..... she didn't.. the communication is awful. I haven't heard anything else.
Business Response
Date: 10/18/2023
************** deductible reimbursement was issued as of August 23, 2023. The bodily
injury claims for complainant and the passengers of the vehicle were settled on October 12, 2023.
************ was issued payment to cover loss of use expenses for the time she was without her vehicle.
Progressive was paid for their subrogation demand less the $2,000 deductible as
of today, October 17, 2023.
Customer Answer
Date: 10/18/2023
I have reviewed the business response and accept this resolution.
Initial Complaint
Date:08/08/2023
Type:Service or Repair Issues
Status:
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.
We filed a claim on hail damage to our used car lot on 07/10/2023. *************************** is our contact He refuses to answer our emails and phone calls. The claim # is 2638ok116365. Thank you for any help you can give us. ****** email is *************************************** His phone is ************.
Business Response
Date: 08/17/2023
Dear Better Business Bureau,
I am writing to you on behalf of Hallmark National Insurance Company.
Please allow this letter to serve as our response to your recent inquiry dated August 8, 2023, regarding
the above-reference loss and complaint.
Our handling adjuster and team have had direct communication with our insured contact, ****************
regarding settlement of the hail claim and payment has been issued as of August 11, 2023. The preliminary
estimates have been completed and provided to the insured at this time. Should there be any
supplements in the future for additional damages on any of the involved vehicles, they should be emailed
to us at ********************************.
Hallmark National Insurance Company values and respects the Better Business Bureau complaint and
resolution process. If you require any additional information on this matter, please do not hesitate to
contact my office.
Sincerely
***************************************
Claims Manager
Hallmark National Insurance Company
Customer Answer
Date: 08/17/2023
********************* contacted us on 8/11/23 with estimate of hail damage. We let ****** know that we do not have a $1,500.00 per unit deductible on each vehicle. ****** said he would get back with us on that. Have not heard back from ****** since 8/11/23.
Business Response
Date: 09/15/2023
The handling adjusters manager and other team members have had direct communication with our insured contact, **************** regarding settlement of the hail claim. Claim payment has been issued and received by the insured as of September 12, 2023.The preliminary estimates have been completed and provided to the insured at this time. Should there be any supplements in the future for additional damages on any of the involved vehicles, they should be emailed to us. The insureds policy provides that a deductible applies to all involved vehicles in Wind, Hail and Flood events with no maximum. If you require any additional information on this matter, please do not hesitate to contact my office.
Initial Complaint
Date:02/24/2023
Type:Product Issues
Status:
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.
Yes, I made a deposit towards the services of Hallmark insurance for auto dealer insurance. At the time I signed the agreement everything was ok for the building I was leasing but, 3 weeks later the person I was leasing the building for my business didn't want to go through will his part to make sure I will be in business and wanted to stop deal. I reached out to my agent to contact Hallmark to cancel and refund what I put on deposit. Me and my wife kept getting run around then gets a later stating they are canceling because of inspection. Call my agent again letting him know that we don't have a building to inspect for our building and we just want to get our money back until we are able to get a building. It's been 3months now and nothing. We feel robbed because Hallmark will not help us or talk about our money.
Business Response
Date: 03/22/2023
Business Response /* (1000, 5, 2023/03/09) */ March 9, 2023 Better Business Bureau of Texas 1601 Elm Street, Suite 1600 Dallas, TX 75201 Re: Case Number XXXXXXXX Hallmark Insurance Company, **** XXXXX Gentlemen: This complaint was dated 2-24-2023. The complaint deals with a common practice of charging a minimum percentage of the total policy premium, in the event of midterm cancellation by the insured. The minimums are generally consistent in the industry and are associated with expenses incurred in underwriting the risk. In this case, the policy minimum earned percentage was 25%. On February 7, 2023, our agent requested that we waive the 25% minimum earned provision of our policy. We agreed to that request. On March 1. 2023 the cancellation endorsement to the policy was processed, returning $xxxx, which is the result of the proration of the total policy premium for the period of coverage. In summary, Hallmark had already agreed to waive the 25% minimum before this complaint was filed. Premium has been returned and the insured should look his retail agent for that return premium. Regards, **** ******* Vice President - E&S Contract Binding

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