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 has 122 locations, listed below.

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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:06/22/2022

  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 got into a car accident over 12 months ago and the accident resulted in a total loss. I ended up settling with them on the payout for less than the vehicle was worth to speed things up but its been 2 months now and I havent seen a dime. Ive provided all the information they requested and still nothing. I cant even get them in them on the phone to answer questions. They never respond back its always weeks later and their response is pretty unhelpful. I had several vehicles insured under them but chose to move them to a more expensive company but one that I knew will deal well with customer(USAA). All want is for them to send out then payments that Im owed. I didnt take a rental car when I could have to keep cost down and still they have no sympathy or urgency in getting the help to the customer.

  

  Business Response

  Date: 06/29/2022

  Thank you for the opportunity to respond to the concerns expressed by our valued customer. The claim involved a total loss of their vehicle. There were discussions about the valuation over the course of the last month or so and those have been resolved. We also acknowledge that each claim is different and is evaluated independently based on its own merits. We have just now received lien payoff information and have been able to issue payments. We make every effort to pay all we owe, when we owe it and provide timely communication. If we didn't meet expectations regarding communication, then we apologize. We will remain in communication with our customer on another pending claim until it reaches conclusion.

• Initial Complaint

  Date:06/21/2022

  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 rear ended by a woman who has auto owners insurance. I got hit so hard that the force pushed my vehicle into the vehicle in front of me. My vehicle and the one in front of me were both completely stopped when I was hit. The woman who caused the accident has assumed 100% liability for the crash. My car is a total loss. I suffered whiplash, awful hip pain, multiple bruises and an arm burn from the airbag. As soon as the police report was available, I contacted Auto owners insurance. I did not hear back from the adjuster assigned to my claim (*********************) until 10 days post accident. I left many messages with no return phone calls. I finally got Jinne on the phone after talking with the operator and staying on the line until she took my phone call. I told her i needed to have my car evaluated for replacement value. It took auto owners nearly three weeks to even come out and look at my vehicle. In the meantime time, I called Jinne many times and so did the adjuster for my (progressive ) insurance named *************************. Jinne simply does not answer phone calls or listen to voicemails. I ended up having to get a rental through my insurance. After two weeks, I had to return my rental vehicle and auto owners refused to pay to extend the rental even though I had not been paid out for my totaled vehicle and could not replace it until I got paid out. Also, I am having to pay out of pocket for medical treatments because no one from auto owners will return phone calls from my medical office. My business supplies were in the car at the time of the accident and done of those got broken and need to be replaced. I want auto owners to respond and take care of my claim in its entirety. This has been the worst experience trying to deal with this unethical company who simply ignores people. My progressive insurance adjuster said this is the worst he has ever seen a claim be handled. Please help me. Thank you, *******************

  

  Business Response

  Date: 06/29/2022

  Thank you for the opportunity to respond to the complainant's concerns. At the beginning of the claim we had incomplete information concerning the claimant. Upon receipt of the police report, we were able to mail a contact letter requesting information as a phone number was still unknown. We regret if this caused any inconvenience. We will continue to work with the claimant concerning her injuries along with her insurance company concerning the vehicle damages.

• Initial Complaint

  Date:06/13/2022

  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.

  I filed a claim on my homeowners policy and had an adjuster come out to look at my home for hail damage on 2/28/22. My insurance company uses a third party inspection company, ******************, to do the inspections. I received a denial letter stating that the inspection report for the claim #************** confirmed that there 'was older hail damages to the aluminum siding, window wraps and to the aluminum roof flashings from a prior claim inspection in March 2021. Those damages were from a prior event and those same older damages were noted in that claim, which is *************. No new or recent damages were noted on our above inspection". So the Inspection done in March 2021, had also been denied but was stated to have NO DAMAGES. That claim #*************** was also done by ******************. The adjuster was overheard to say that he would NOT be approving my home, or any home he was going to see that day, before he had even looked at my home. So Auto Owners Insurance Company clearly and fraudulently, misrepresented the facts. First claim, I have NO DAMAGE. Second claim I now have OLD DAMAGE. I have never filed a homeowners claim before. We pay our insurance faithfully. We have never lapsed in coverage. We shouldn't have to resort to ******* **** of Insurance complaints and BBB complaints. Next will be ****** and ******** Reviews. Several of the homes on my block have already been restored/repaired. So, I would like Auto Owners looked into for fraudulently misrepresenting the facts in an effort to bully me into not following through because I used a third party to speak on my behalf. I am now speaking on my own behalf. I am no longer in a contract with any public adjuster. Every home that was repaired on my block used the same third party public adjuster that I used. Auto Owners is the only company that has wreaked havoc on the process. And I would like my home repaired.

  

  Business Response

  Date: 06/22/2022

  Thank you for the opportunity to respond to the complainant's concerns. We have communicated our findings and position on both claims to the complainant. Our findings were based on an inspection of the subject dwelling and an investigation for each claim presented. We invite the complainant to communicate with the branch directly should they have any questions about our position on each claim.

  Customer Answer

  Date: 06/22/2022

   
  Complaint: 17422452
  
  I am rejecting this response because:

  They have not addressed the complaint. They are directing me to communicate with the branch that has already acted in bad faith. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/28/2022

  Hi *****,

   

  The branch explained our position in writing directly to the complainant in a separate letter as a result of this BBB complaint. We have explained our position in writing before as well. We have also invited communication directly with the branch.

   

  As a result of our efforts, we wont be posting a response to this rejection. Were content for them to have the last word on this matter.

   

  Thank you.

  *********************aic, aim, ains COORDINATOR REGULATORY COMPLIANCE p: *********************** ***************************

  
  

• Initial Complaint

  Date:05/26/2022

  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.

  Winter of this previous year, around end of February my car was hit while parked. The man had Auto-Owners Insurance. When I spoke to them they sent out an adjuster, weeks later. He walked around the truck and picked a random number of 5K to fix the truck. I know zero about vehicles so I had to assume the man was being honest. When I took the car to Carstar they said there was no way this was going to cost 5K- more like *****K. That was in April. Yes it took that long for everything to happen. Since that time Auto Owners has 1. Not paid a ***** to fix my truck 2. Has been caught in multiple lies about receiving and sending appraisal information to me and Carstar.3. Has lied to me about resolution in regards to accepting Carstars qote and if needing more after cutting intop the truck they will pay then as well.4. The person I have been wo4rking with, ******* from the Indiana branch, has not called me once to tell me that there is STILL an issue, and that my truck is STILL not being fixed yet.5. Carstar had to ask me to come pick up the truck since they can not get Auto Owners to give them any real answers and my truck has been sitting there for a month.Please help. Big businesses just ignore us and we have little recourse. My truck is now back home and has not been touched and auto owners has paid no one a single cent for the destruction of my truck.

  

  Business Response

  Date: 06/02/2022

  Thank you for the opportunity to review the complaint from the consumer. We have been in contact with the consumer to discuss his concerns and the damage to his vehicle. We are working with his chosen repair shop to determine any further damage and future supplements will be handled accordingly. We will remain in communication to keep him updated as his claim progresses.

  Customer Answer

  Date: 06/07/2022

   
  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,
  
  Louis *************************

• Initial Complaint

  Date:04/28/2022

  Type:Order 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.

  Auto Owners insured caused an auto accident with my child. Not only were they a nightmare to deal with for over 2 months (ignoring my calls, messages and emails) but also coming up with ridiculous reasons why they didnt answer. They would ignore me for weeks before replying with no answer to my questions. We finally came to an agreement and settled for the totaled car. In the agreement, Auto Owners was to pay for the car rental we had, which I have in writing saying they would pay. They sent me an email stating they attached a copy of the receipt but never did. I emailed them back stating I didnt get it and they needed to send it, which they never did. So I wasnt surprised when I opened my credit card statement with a charge of $359 for the car rental. I have disputed the charge, but now Auto Owners will not respond to my emails or phone calls so I can get a refund of the car rental they said theyd pay for. Id be surprised if they respond to BBB.

  

  Business Response

  Date: 05/11/2022

  We received a BBB complaint that was filed in regards to your claim . We received a copy of the rental invoice on Monday, May 2, 2022. We issued payment to ************** on Tuesday, May 3 for $385.37.

   

  Customer Answer

  Date: 05/11/2022

   
  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:04/27/2022

  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 March 31 of 2022, a large tree fell on the right front corner of my house, damaging the roof and the gutters. I contacted the local Auto-Owners Insurance Agency in ******, ** and reported the damage to them. Anticipating that I would need a contractor to repair the damage, I got quotes from two contractors in my area - both contractors inspected the roof damage, and also determined that the roof had sustained hail damage in the past. The roof is damaged, and water has been leaking into the crawlspace and through the ceiling in several places in the living area for some time. There is also mold and mildew in the crawlspace under the roof.Both contractors confirmed that the entire roof should be replaced, and provided estimates of @ $18000.00. One contractor also has records of homes in my area that have had roof replacement after hailstorms in the past, and weather reports of past hail storms.After paying Auto-Insurers premiums for over 60 years (with no claims), the company is refusing to replace the roof, and is only offering a partial roof repair. My daughter, ***********************, is assisting me with this matter and has my permission to discuss this with the BBB, Auto-Owners insurance representatives and representatives of ********************* Agency.

  

  Business Response

  Date: 05/10/2022

  Upon receipt of the BBB complaint, we spoke with the agent who indicated that our insureds son was the contact.  Since the letter indicated to speak with her daughter, I reached out to her first to obtain permission to speak with the insureds son. Once that was cleared up, I contacted the son and we discussed the matter.  We have a plan in motion and will be following up with the customer upon receipt of a follow up inspection report.