ComplaintsforAuto-Owners Insurance Group

• Initial Complaint

  07/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  After my home flooded and was rebuilt this company was moving my stuff back in and their truck had an accident and all of my stuff was ruined. They are saying theyre not responsible

  

  Business response

  07/17/2024

  We have had an opportunity to review the complaint from ****************. Auto-Owners has not denied ****************** claim. At this time the Company is investigating,and has asked **************** to provide us with documentation in support of her claim for property damage. Once necessary documentation is received and the investigation complete, we will be in a position to evaluate the claim.

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been with auto owners for many years. Never had any problems until now. Back in january, I was in a Automobile accent. I was rear-ended at a stoplight.Went to hospital? They claimed it was a strained muscle, went to PT was treated as a strained muscle. Kept having periods of neck issues all through PT 5 months later, I went to a specialist Because I had a flare up and it never went away and come to find out it was a pinched nerve. He looked at the original CT Scan saw it on the original. I have had numerous tests done MRI,EMG, tried other options neck injection that didn't work now.Possibly may have to have surgery. My adjuster shut down my claim for investigation. To ensure that I didn't have prior injury. Which I was originally okay with? Because I have never been to the doctor for neck issues had prior issues with the same side of my neck that was injured during the accident.I think more like because they don't wanna pay for something.I have been paying into for years.No wage reimbursement, nothing due to the *** 30 days later, I called her to see where they were at as far as the investigation. And all she will tell me is what the process is and that they have no time limit. Which is true in ********?But that is taking advantage of people and the system.

  

  Business response

  07/11/2024

  Thank you for the opportunity to respond to ************** The branch spoke with ************** on the morning of 7/9/24. After receiving ******* concerns posted later the same day, we will be reaching out to see what additional questions ************** may have.

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is about a car accident 5-18-2024 caused by Auto-Owner's Insurace client (ran a very red light and T- boned my car with injuries to myself and daughter). My insurance is involved (State Farm) and both myself and the State Farm rep have tried contacting the Auto-Owner's rep for the past 2 weeks by leaving voice mails, *************** with no response. The Auto-Owner rep took over 30 days to claim responsibility of the accident (with knowledge of a witness stating their client illegally ran a very red light on the first day) and even though the car was totaled has not claimed status of the car (even though he has stated he is investigating the situation). Just would like to have Auto-Owner's insurance provide/pay me a fair price (***************** feels it's worth $10,200 + taxes, ************** for my totaled car. I don't feel it's right that their institution, whose client destroyed my source of transportation, gets to keep collecting intrest on the money that can help me purchase a car to get somewhat back to my life. 46 days seems a bit long (dragging his feet) to me as well as to other friends & the State Farm rep.

  

  Business response

  07/10/2024

  Thank you for the opportunity to respond to Ms. ********** complaint. We apologize for the delay as it was initially thought another insurance carrier was handling the damages. We have since made contact with ********************* and will be moving the claim forward.

• Initial Complaint

  06/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have a claim on a client of Auto Owners Insurance for my car. Our adjuster,***************************, would never return my calls. This went on for a month. A decision was made and she still didnt call to let us know. We had to call the shop where the car is to ask if they had heard anything. I think this is very unprofessional. I would never use Auto Owners.

  

  Business response

  07/03/2024

  It is the goal of Auto-Owners Insurance to communicate in a timely manner with those who have claims. We apologize if we did not meet that goal on this claim.Our branch will be reaching out to further discuss the situation with ************.

• Initial Complaint

  06/25/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My father in law's home had water damage on 5/20/24. It is going on 6 weeks of slowly dragging their feet with partial approvals of damages, saying payments were sent when they were not sent, and just general delays in processing this claim. Just last week, he FINALLY sent a payment for $3,000 when the damage estimate is over $17,000. These delays and lack of answering phone calls by the adjustor and his manager are just ridiculous. I am not a contractor and when I pointed out all of the damaged items the adjustor left off the claim, he said "it's a game they play" with the contractor. I AM DONE PLAYING GAMES. PAY FOR THE DAMAGE. He has faithfully paid his insurance for years with no claims, and now that we have an issue, they don't want to release enough money to actually fix the damage.

  

  Business response

  07/02/2024

  Thank you for the opportunity to respond to **************** We have reached out to understand her concerns and address them. We will remain in communication as we continue our review and work toward a resolution of the claim.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In February a large storm hit our neighborhood causing damage to my roof and many of my neighbors. I filed a insurance claim and the inspector came out with the roofer I initially had inspect it. The inspector told us it was not hail damage and that it may have been caused by bird p*** or tree branches. I then explained that those would still be reasons for the insurance company to cover damage. The inspector then took back his statement about the branches saying he would see other signs. The inspector filed the report and it came back denying my claim and did not include the information about bird p*** or tree damage. I contacted the supervisor who then simply stated that he denied it even though a witness was present and that our claim was denied. I suspect they are denying us to save money due to the large amount of damage in the recent months to the surrounding area. ************************* was the supervisor, *********************** was the inspector.

  

  Business response

  06/13/2024

  Thank you for the opportunity to respond to Mr. ****** complaint. We apologize if our statements were not clear at the time of the inspection. The claim representative was asked what could cause the roof conditions observed, and provided a hypothetical answer. A collection of small damages, from whatever source, over time is the essence of wear and tear. We will be reaching out to clarify our position with our insured, and work with our Claim Representative on ensuring clear communication into the future.  

  Customer response

  06/17/2024

   
  Complaint: 21838629
  
  I am rejecting this response because: the information provided is not factual. The inspector stated his certifications and explained how his assessment is irrefutable as he has examined 100s of roofs. Auto owners has been very unresponsive and are making me jump through additional unnecessary hoops in hopes to discredit the initial adjusters statements by having a different person come out instead of using their first inspectors statement. They have yet to address the discrepancies in the adjusters report and have only said it did not happen. There were other people present when he gave the verbal report including a representative from a roofing company. Our neighbors house has the same storm damage and was covered. Theyre simply trying to avoid covering my roof to save money.
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We filed a homeowners claim with Auto Owners Insurance in ********** on My 7th, 2024 and ************************* is our claim adjuster. The issue we are having is that our adjuster has stopped calling and emailing us back and refuses to help us anymore and this is still an open claim. We have asked her several times via phone message and email to call us back and she refuses to. Not sure if it a case of a terrible and lazy employee or that they have told her to string their customers along in order for them to get fed up and give up. She refuses to answer any questions that we have regarding our claim and the things that are covered in our policy and that she has previously told us was covered and approved has now come to a halt and she refuses to talk to us about this matter. We had a tornado hit our home and a massive 50K lb. tree hit our home. She approved temporary housing for us since our building inspector and ******* kicked us out of our home and demmed it condemned. Now they refuse to pay any of the 43k temporary coverage that we have on our policy and we are stuck with an incurred 3k housing fee a month plus our normal monthly mortgage that we have to pay. They stated they would pay the invoice for the tree removal and again refuse to pay that now, and we are stuck with that bill as well. They are not honoring the terms that they set forth in our policy that we have with them. ******** actions in this case are not only unprofessional, but unethical. We have been told by two contractors and the building inspector that our home roof is caving in, and we cannot get them to help us or to communicate with us. Our next step is to hire a lawyer, our own engineer and file a complaint with the state of ********. I have never seen an employee have such disregard for not only her job, employer, and her customers. They are wanting to put us in an unsafe home that only is going to lead to a bigger claim when it falls down.

  

  Business response

  06/10/2024

  We appreciate the opportunity to respond to ****************** complaint. We have assigned an engineer to help verify the scope of the damage caused by the tree,and will be reaching out to the ******* to provide them with updates on our progress.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My daughter was involved in an auto accident where a client of Auto-Owners insurance rear ended her car. A SC state trooper documented the accident indicating the Auto Owners client was at fault. My daughter was sitting in line at a red light when their client hit her car from behind. The representative, ***********************************, has been unresponsive to her calls and emails to file the claim and get her vehicle repaired.We have also attempted to escalate to the office manager, *********************, but as of yet gave received no response.

  

  Business response

  06/11/2024

  We appreciate the feedback from **************** regarding her claim experience. It is our goal to provide great service and we apologize if we did not meet that goal in this case. Our local branch is reaching out to discuss the matter and next steps.

  Customer response

  06/12/2024

   
  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

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to connect with Auto Owners Insurance over a claim. I have sent the email attached below and made phone calls. When I spoke to an agent in early May they said that it would not be a problem to keep me updated via mail but I have yet to hear anything. I just wish to be updated on the status of my claim.

  

  Business response

  05/29/2024

  
  Thank you for the opportunity to respond to **************** We have previously communicated our liability decision and will contact again to make sure she is aware.

• Initial Complaint

  05/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid 3 checks: $145 for 1 year umbrella policy, $1008.08 for 1 year of Homeowners & $722.73 for 6 months of auto for two vehicles to Auto Owners (AO). All of my checks were received & cashed according to our bank. for unknown reasons, AO applied the $145 correctly. Then they selected to take my homeowners (full payment) & did not apply it to that policy, but indicated that I did not pay it in full as I owe $73.09. Next, they state that, for autos, I owe $11.77 & $122.46. They added a $15.00 fee to me for s******* up my entire billing as well. AO now will cancel my home auto insurances if I do not pay a total of $222.32 by 6/9/24. There is NO explanation at all with the cancellation threats. If I did owe $1008.08 for *********************** ****** cashed that check, why is it not applied to my HOME as I INDICATED? What right do they have to take my payments for one insurance and NOT apply it 100% there? This seems dishonest and improper business practice at best. My one vehicle had been in storage most of the Winter. I indicated in April that it was to be OUT of storage in May so I needed a billing to show the costs for my 2 cars. I never go a clear statement. I received one estimate at $990.74; another for $851.61. The latest apparent billing was a total for $1786.25 & I paid a total of $1875.81. But I am being cancelled? I never received any bill for $11.77, but believe this is a true bill that I would pay if billed correctly. In summary, it appears that AO is a very disorganized company. They refer everything to their local agents who are NOT solving any of the billing issues. I need a corrected BILL that shows the exact cost for the TWO autos. I need a refund of the money I have apparently overpaid for my F150 auto. I need someone who knows what they are doing!!!

  

  Business response

  05/29/2024

  Were sorry to hear that you had a negative experience. We take our customer service very seriously.  Wed like to discuss your experience in detail. Please contact us at ************** and ask for a supervisor or manager.

*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. ↩