Complaints

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• Initial Complaint

  Date:08/12/2023

  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.

  This letter is to inform you of the bad faith and unreasonable delay in the handling of our claim made to American Family that was initiated on 04/17/2023.American family's unreasonable delays beginning on the day this supplemental claim was filed are as follows:-Zero initiation regarding the claim on AMFAM behalf - calls, texts, emails etc.-Expiration of timeline to respond to the supplemental claim -Each adjuster saying "it would take **** business days to review from the time that American Family received it"-Poor communication regarding the claim being transferred to another claim representative -Poor communication regarding the claim being transferred to a third claim representative -In total the assignment of my claim was passed "reassigned" to 4 different adjusters -A total of 3 months time (05/04/2023 - 08/01/2023) for AMFAM to respond to the supplemental claim and report a need to send out a secondary inspector of their choice. The second inspect appointed by AMFAM, *************************, had a biased opinion of our claim and came with the intention of denying it, rather than properly discussing and examining the damage of the open coverage caused by ice damming to our roof. He failed to properly inspect the roof, the attic, and supporting structures prior to reporting his denial of supplemental claims. He expressed that he "felt we were lucky to get what we got on our claim on the initial inspection and when he was done with it we won't even have that." Indicating he was going to "remove" already approved items/open coverage from our claim with his statements. Since ice damming is the covered peril the **** is part of the covered peril and needs to be properly addressed by AMFAM.There has been bad faith due to the untrustworthy way that multiple adjusters, both inspectors and American Family as a whole have mismanaged and performed poorly regarding the claim. AMFAM has neglected to give us fair dealing on this claim for unclear reasons.

  Business Response

  Date: 08/17/2023

  To Whom It May **************** am not ***************************** agent, I have never heard of her or known of her existance and was not involved in this claim at all.  Her agent is ************************* and his address is **************************************************************************************  Please pursue this matter with him and absolve me of any responsibility.  

   

  Thanks,

   

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

  Customer Answer

  Date: 08/21/2023

  PLEASE FORWARD THIS COMPLAINT TO THE APPROPRIATE AMFAM REPRESENTATIVE:

  ************************* and his address is

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

   

  ************************;

  Business Response

  Date: 09/19/2023

  The client is in a disagreement with the claims adjuster and department not our local Agency.  
  
  I have reached out to the claims department to get a status checkup and see what I can do to help the client. Currently the claim has been sent to a 3rd party arbitrator, Donan Engineering.  This arbitrator has setup a property inspection for 09/28/2023 that was mutually agreed on with the client (it was the earliest date the engineering company could do the inspection I tried to get it moved up to an earlier day).
  
  Currently the claims department cannot do anything with the claim until Donan Engineering has done their inspection and provided the report. If they find additional damage from the claim, the claims department will add it to the schedule and pay for the damage.    
  
  I spoke with the client this morning and relayed the info to her.  She understands we are currently in a holding pattern while we wait on the report from the property inspection. I also let her know, that I was happy to review the report with her once everyone gets a copy.       

  - James Sulhoff  - Agency Owner

  Customer Answer

  Date: 09/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the agent in reference to complaint ID ********, and find that this resolution is in compliance with the agent scope of duty.
  
  Sincerely,
  
  *************************