Complaints

This profile includes complaints for Auto-Owners Insurance Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Auto-Owners Insurance Group

  53420 Van Dyke Shelby Township, MI 48316

  
• 

  Auto-Owners Insurance Group

  4085 Sweeney Dr. Mount Pleasant, MI 48858-6631

  
• 

  Auto Owners Insurance

  787 White Pond Drive, Suite B Akron, OH 44320-4204

• 

  Auto Owners Insurance Company

  PO Box 64358 Saint Paul, MN 55164-0358

• 

  Auto Owners Insurance

  PO Box 1208 Bath, OH 44210-1208

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:04/04/2025

  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 have coverage on my Homeowners policy for undamaged roofing and siding with a limit of $20k. We had our siding replaced with a total of $19,076.13. Auto-Owners had a claims adjuster out who also said we could claim damage to our deck and a rug. We were paid in September of 2024 for the deck damage and rug and the email from our claims adjuster said "We've successfully transferred $500.24 into your account for Dwelling- Replacement Cost Value of Repairs Less $1000 Deductible, and RCV of Rug." Less $1000 deductible means $1000 was withheld and the $500.24 was what remained to be paid to us after the deductible. Months go by and the work is completed but the insurance company only wants to pay $18,076.13 of the invoice stating we have not paid our deductible. Then why were we not issued the full amount of damage to our deck and rug in September? When we are withheld $1000 in September and the company pays all but $1000 of the work for our siding to be replaced we are essentially paying a $2000 deductible!

  

  Business Response

  Date: 04/08/2025

  Thank you for the feedback regarding your experience. We apologize for any confusion or misunderstanding regarding the deductible. Our branch has reviewed the calculations with you, and the deductible was only applied once as is appropriate. Comparing the final invoice from your contractor and our total payments, the amount issued to you is exactly what was charged by your contractor, less the amount of your deductible. Our branch will be providing a written response to you as well.

  Customer Answer

  Date: 04/08/2025

   
  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

  Date:03/12/2025

  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.

  I am filing this complaint against Auto-Owners Insurance regarding the mishandling of my commercial property insurance claim (Claim No. ********) for ***** Auto Shop at ********************************************. My property suffered wind and hail damage, primarily affecting the roof and siding, which the insurance company initially approved for replacement. However, when work began, it was found that multiple layers of roofing material had to be removed to meet building codes and manufacturer specifications. Despite knowing this, Auto-Owners Insurance failed to adjust the scope of work, leaving my business in a compromised and unfinished state.Additionally, an environmental company assessed the roof and confirmed that a biocidal application was required before installing the new system. Auto-Owners Insurance has been aware of this but refused to cover it, causing delays and financial strain on my business.Beyond inaction, Auto-Owners Insurance engaged in tortious interference by stating they would send a consultant to bid the work lower, disrupting my general and environmental contractors. Instead of facilitating repairs, they actively undermined the project, prolonging the process and increasing my financial ********* make matters worse, Auto-Owners Insurance dropped my business from coverage, which appears to be retaliation for filing this claim. Rather than fulfilling their obligations, they punished me for seeking rightful coverage.This conduct is unethical and unacceptable. Auto-Owners Insurance has created delays, financial hardship, and legal complications. I demand they be held accountable for their failure to process my claim properly, interference with my contracted work, and retaliatory policy cancellation.I request the BBB review this complaint and take action regarding Auto-Owners Insurances unfair business practices.

  

  Business Response

  Date: 03/17/2025

  We appreciate the feedback from our customer. It is the goal of ************************************************** to pay all that is owed on each and every claim, but only what is owed. Our intent is to obtain additional information from our insured's contractor to assist us in understanding the additional work they are recommending be ******* is also common practice for both consumers and insurance companies to obtain competitive bids for a job in order to ensure an accurate scope and cost. We will continue to communicate with our insured regarding their claim and other concerns.  

• Initial Complaint

  Date:02/21/2025

  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 was sideswiped in a hit and run by a semi truck operated by a big trucking company. I got a police ***ort and ***orted the truck info as I captured video footage of the truck hitting my car. Heres where I went totally wrong: as a customer of Auto ********************** for many years, I thought they would care about me as client. I called them and told them about the incident and the video footage. I asked them if I should file a claim with them or if I should go after the trucking company for the damage to my car. They said as a part of the *** I have on my policy, they would cover the ***airs to my car. They told me to get an estimate from the body shop that is authorized to ***air Teslas. The quote was $3900 and the ***air center said it could end up being higher. They then sent their estimator to look at my car a few weeks later. He said it was $1000. They wanted to pay a body shop to slap some bondo and paint onto my car rather than ***lacing the door skins as was recommended by the body shop. I refused the offer.For months I tried to get in touch with them many times. On the few occasions that I could reach them, they continued to tell me that I had to accept their offer. Months later, I logged into the app and saw that they had closed the claim and stated that I accepted the payout. Again, I tried to get the claims *** on the phone and on email many times and eventually I got a hold of somebody who told me that I didnt have to accept the claim because they accepted it for me. Also, I was informed that I had already been paid by them. This is not true. I never got a check from them. After this, my rate tripled and they told me that it was just a standard increase and had nothing to do with the claim. I finally gave up and went policy shopping yesterday. This is when I found that they actually did put the accident on my record and now other insurance companies are charging me more. They probably sued the trucking company and made a fortune. I got nothing. BEWARE!!!!

  

  Business Response

  Date: 02/27/2025

  Thank you for the opportunity to respond to *** *.'s concerns. We reached out to *** *. to discuss his concerns. A payment was reissued and we are reviewing the estimate. We will remain in communication with *** *. as we work toward a resolution.

• Initial Complaint

  Date:02/21/2025

  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.

  This has got to be the worst insurance company I have ever had to deal with. I own a small dealership and they insure it. They are only one of the few that will insure dealerships in ********. Ok, fine. So I get a quote because my prior insurance company is not insuring dealerships anymore. My quote was literally double what my last policy was. Double. So due to the lack of options, I had to use them. This policy took effect 11/24. Ok, a month ago one of my cars got rear ended and totaled. Totally the other persons fault and the police report states as such. No problem, Ill call auto owners and get this covered. Nope, they told me they only cover the cost of acquisition. Not other costs incurred with the car (detailing, floorplan, gas, oil change, title fees, etc). All costs that I incurred when buying this car. These costs would not have occurred if I didnt have the car. Makes sense right? ****. Not for the brainiacs at auto owners. Auto owners said those costs are everyday business expenses and therefore not covered. BUSINESS EXPENSES?? Im sorry, doing work on a car that Im trying to sell is not a business expense. Its a direct cost to merchandise. The *** does not allow this to be called a business expense, its an expense directly related to a piece of merchandise, in this case, the car. If the *** says it isnt not a business expense, then I would say its not a business expense. Needless to say, I am out over $1000 of expenses because auto owners has mastered the art of ripping people off. So when I spoke to the manager, (I think his name was ******, not sure, I was too taken back at how he tried to insult and talk down to me after the initial claims person couldnt figure out how to dial a phone to call me back), he stated that the **** stops with him and I have no recourse. He makes the decision and its final. He had the personality of a corpse, and I mean no disrespect to corpses. Needless to say, Im finding new insurance. Stay away!

  

  Business Response

  Date: 02/25/2025

  We appreciate the feedback from our customer. Our goal is to pay all that is owed on each claim per the terms of the policy. Our branch will be reaching out directly to the customer to address their concerns.

• Initial Complaint

  Date:02/18/2025

  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 am filing a formal complaint against Auto-Owners Insurance Company due to their poor communication, lack of responsiveness, and negligence in handling my claim following an accident involving their insured, ************** on January 24, 2025, where the insured claimed 100% liability. Throughout this process, I, and the collision center, have experienced a consistent failure of communication from the assigned representative, ***** ******. I have had to repeatedly follow up via phone and email, often receiving no response unless I explicitly threatened escalation. This has caused unnecessary delays and frustration in what should be a straightforward claims process.Specifically, I notified the insurance company at least three times in writing and twice verbally regarding my request for reimbursement for a replacement car seat, as required by the manufacturers guidelines. Despite these repeated notifications, there was no acknowledgment of this request until I escalated the matter. This lack of attention to a clear and documented claim is completely unacceptable.Additionally, I want to highlight the negligence regarding the absence of rental car insurance coverage. Due to the length of time required for repairs, rental car insurance was a necessary expense, yet it was not covered. This created an undue financial burden and unnecessary risk, which the insurance company should have proactively addressed.I am requesting that Auto-Owners Insurance Company be held accountable for their failure to provide timely communication, their negligence in addressing critical aspects of my claim, and the delays caused by their lack of responsiveness to both me and the repair shop. I expect a full review of this matter and appropriate corrective action to ensure that other consumers do not face the same frustrating and inadequate service. This service solidifies that I would never become a client of Auto-Owners Insurance Company, as their service is disheartening.

  

  Business Response

  Date: 02/24/2025

  Thank you for the opportunity to address ****** *.'s concerns. We value all customers and strive to provide a positive claims experience. We regret if our service has not met ****** *.'s customer service expectations. The branch handling the claim recently addressed the car seat and they review the additional concerns and remain in communication until a resolution is reached.

  Customer Answer

  Date: 02/25/2025

   
  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. While I am dissatisfied with the extent that Companys coverage went to make me whole - because I was not made to be whole after this accident involving their insured, I can respect the policy in place. I do hope that there is an opportunity for education for the lack of customer care that was provided. The collision center also found the effort for collaboration lacking on their side. A statement to share expectations of timelines and requirements needed to move forward in this process would have gone a long way. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:02/08/2025

  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.

  7/4/24 was hit by one of their insurers police came and wrote a report they took fault even police agreed its was their fault but it seem like they didnt care I mean why would you Im not insured with auto owners besides the point this went on for months and only wanted to offer to pay medical bills thats it no pain and suffering it was like my situation didnt matter the money was offered was very insulting to me. I dont know why you guys doing business like this and by the looks of it you do your on insurer wrongs. Im just writing for the people who get hit by this company insurance you will not be getting anything back unless something is fully broken. I did treatment for a month had pain that didnt matter. Still received less then 3 thousand after losing everything and guess what they still going to take forever to send the money the is a piece of c*** company who shouldnt be able to handle policys payouts.

  

  Business Response

  Date: 02/14/2025

  Thank you for the opportunity to respond to ******* Cs complaint. Our goal is to pay all we owe as quickly as possible on each claim, including third party auto liability claims such as this. We believe we have done so by reaching a settlement with ******* Cs attorney and promptly paying ******* Cs claim once we received all necessary documentation. 

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22916913
  
  I am rejecting this response because: your office didnt handle it fair and fast you guys low balled and said you want paying because you believe What you paid was fair and it wasnt medical bills got paid more then me how is that fair you balled just be honest I believe the amount you offer was because of my skin color if I was white I would of seen a bigger number but the fact Im black Im only worst my medical bill getting paid and nothing else you guys are a LOW CLASS INSURANCE COMPANY WHO SHOULD BE CLOSED DOWN FOR-GOOD. No need to respond  because I know you dont care with your bad rating and low score pathetic 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:02/07/2025

  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.

  On November 29, ************************************ ****************, ** and a car hit me from behind. We waited an hour and a half to get a police report because I knew that was the only way to prove the accident was 100% NOT my fault. After over 2 months, my car is finally fixed. It was not heavily damaged thankfully, but with the lack of communication from Auto Owners and Holiday interruptions, the time was ridiculous. I just paid my deductible of $1000 to the ******* Auto shop. Because it is proven that the accident was not my fault, I do not think I should pay this deductible as Auto Owners can go after the other insurance. They say they will do that, but what is their incentive if I pay the $1000 and not Auto Owners? And if Auto Owners gets the $1000, what is the chance I would actually see that money 6 months to a year from now?

  

  Business Response

  Date: 02/11/2025

  It is the goal of Auto-Owners Insurance to provide great service and handle claims timely. We regret that was not your experience in this case. Once the vehicle was in the shop, additional damage was discovered. Once notified, we addressed this damage promptly, however, a part had to be ordered by the shop. With regard to your deductible; the amount is chosen by the customer at the time the policy is purchased, and its applies regardless of fault in an accident.However, Auto-Owners has also paid out funds in the settlement of this claim,and will be seeking the recovery of those funds along with your deductible.

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22914803
  
  I am rejecting this response because: You should pay me the $1000 Deductible since you are seeking payment from the other insurance anyway. I should not be responsible for this. I feel like it should be between you and the other insurance.
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:02/05/2025

  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 called Auto Owners customer service line to inquire into whether a water heater pilot RELIGHT was covered. The *** stated that should would have to research. I then informed *** that I was also going to contact my home warranty company to see if they covered a pilot relight as well. I called the insurance company back and informed them that I lit the pilot myself, and no longer needed the information. I even received a letter documented that I did NOT want to make a claim. It was later revealed that water heaters arent covered in my policy, so a claim shouldnt have been possible to open. Despite this, my office inquiry caused my policy to double. I was flagged from reasonable quotes. In some cases, such as Allstate, I was deemed illegible for a quote at all, due to a recent claim within 5 years. Auto Owners stated that they issued a zero dollar claim that wouldnt affect anything. I informed them that it was visible to other insurance companies as a claim, when it was only an inquiry, and shouldnt be listed as a claim at all. But they refuse to remove from system.

  

  Business Response

  Date: 02/07/2025

  We appreciate the feedback from Ms. ***** We will be looking into the circumstances under which the claim was filed, and will be communicating further with Ms. ***** 

• Initial Complaint

  Date:02/04/2025

  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.

  Insurance refuses to cooperate for resolution in an incident, caused by their customer ****** ***** in which dishwasher leak caused a significant damage to my property, because its a townhome unit and our properties are side by side. Whole restoration process was priced over $21,000.00 dollars but what they offered was five thousand something and I declined this amount, because it was insufficient to cover damage done to my property. Also unit is registered and purchased as an investment unit, where rental contract was signed on Oct 3rd, 2024. Looking also for rental reimbursement coverage as well. Multiple contacts are being ignored by company's claim rep ***** ******. Claim#****************

  

  Business Response

  Date: 02/06/2025

  Thank you for the opportunity to respond to ******* Ls complaint. We have followed up with ******* to further explain our liability decision.
  

• Initial Complaint

  Date:01/31/2025

  Type:Product 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.

  My vehicle was hit while parked, the person that hit it was witnessed by other people in the area who took pictures and gave statements to the police. The vehicle that hit me is insured with Auto-Owners Insurance. I was able to make an initial contact with Auto-Owners Insurance and received a claim number. I got a quote for repairs and sent it via email. My contact at Auto-Owners Insurance emailed a few times saying she did not receive the quote. I sent it again and since then I can't contact anyone or get a response. I have left phone messages, sent emails, and called the corporate number explaining the situation. They have put me through to my contacts voicemail twice and once disconnected me. I feel like this company is giving me the run-around hoping I go away. I would appreciate any help.

  

  Business Response

  Date: 02/10/2025

  Thank you for the opportunity to respond to ******* Fs complaint. We have made contact with ******* and are moving the claim forward.

  Customer Answer

  Date: 02/12/2025

   
  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,
  
  ******* *****