Complaints

• Initial Complaint

  02/18/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Connect by ***** due to an unreasonable and substantial increase in my auto insurance policy premium. My premium jumped from $220 to $500, which I believe is significantly above the normal rate for auto insurance in ***********I have contacted Connect multiple times to request clarification and to speak with a supervisor about my policy, but each time I am told that my years of driving experience in ********** are insufficient for me to receive a discount. This explanation does not seem fair given the **************** addition, I had a car accident in August 2024, and I am not at fault, as it was not a rear-end collision. I have also seen other customers report similar issues with significant premium increases following car accidents, even when they were not at fault.I am disappointed that despite reaching out, I have not received an adequate resolution. I would like the BBB to review this situation and assist in addressing the unjustifiable increase in my premium.Thank you for your attention to this matter.

  

  Business response

  02/25/2025

  Hello,
  
  Please see our attached response.
  
  Thank you.

  Customer response

  02/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I believe this is unfair, as a not-at-fault accident should not result in a higher premium. It seems that this same issue is happening repeatedly to other customers, which suggests that it is a systemic problem. Despite my attempts to resolve the matter with Connect, their response has been unsatisfactory.

  
  Regards,
  
  ****** *******

  

  Business response

  02/28/2025

  Hello, 

  Please see our attached response. 

  Thank you. 

  Customer response

  03/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  To further support my claim, I have found a customer who experienced a similar problem. Please refer to the following link for additional context: [*******************************************************************************************************************************************************************************************************************************************].

  I kindly request that the BBB continues to pursue a resolution on my behalf. I believe this matter warrants further investigation and a more thorough response from Connect.
  
  Regards,
  
  ****** *******

• Initial Complaint

  02/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an accident on 12/13/2024 (not at fault)- so filed a claim with my insurance (Connect by American Family). Car got towed from scene, insurance estimator DID NOT do a good job inspect the car. he sent the car to "preferred bodyshop" IGNORING the fact that car's transmission was damaged (not drivable). Then "Preferred bodyshop" also ignored the transmission part and returned my car saying its "fixed" with a completely damage transmission. Car got checked with professional mechanic with professional letter stating that transmission was damaged by the accident, however, insurance company refused to pay because the "estimator" denied the responsibility. Huge chance that there is Bribery and kickbacks happened in this case between the insurance estimator and "preferred bodyshop"; they both consciously ignore the fact about transmission in the beginning (could have been deemed total lost if transmission was checked 1st thing), they both hide that fact and returning customer with a non drivable car.

  

  Business response

  02/14/2025

  Hello,
  
  Please see our attached response.
  
  Thank you.

• Initial Complaint

  01/30/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At 2024-Feb, there was a car accident happens in the car wash turnnel. I filed a claim to insurance company. Since the accident happens in the tunnel which has many of the equitment and convey belt around. The damanage is not like a normal car inncident on the road. During the entire year, I asked and fully cooperate help them to investigate but they just keep saying the damange is not from this accident. They have already created two claims on a single accidient and they still saying many of the damange and part will not be covered. Also I never get in-time response and all the communication needs weeks to respond which has already cause additional cost from me and I'm paying for the insurance fee for those time the car staying at the body shop. The body shop have already finish the car repair and they provided the final bill and ask them to check the discrpency but still insurance company are kicking the ball that doing nothing for almost a month.

  

  Business response

  02/10/2025

  Hello, 

  Please see our attached response. 

  Thank you. 

  Customer response

  02/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  At Feb 07, I did recieve the response from Insurance company. However it only contains the detail timeline and the decision that insurance company is not covering some of the parts. There is no detailed reson provided. Also I raise those question one more time right after I recieved the email at Feb 07 but still not recieving any reply yet. Then today I recieved the message from BBB stating they resolved the issue. I'm disappointed that they're not resolving issue actively and highly doubt did they read any of my response or not.

  I provided my reply in the attachment and also the email thread can show that I replied at Feb-07 and not reciving any reply yet.

  Let me know if you need anything or any proof. I'm happy to provide it

  
  Regards,
  
  ******** ***

  

  Business response

  02/11/2025

  Hello,
  
  Please see our attached response.
  
  Thank you.

  

  Business response

  02/12/2025

  **SEE ATTACHED DOCUMENT**

• Initial Complaint

  01/28/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There was a driver listed on my insurance that the insurance company added for no reason. I never confirmed or approved this adjustment. They said they gave me via mail of the change but I never got it. There was never a ******* ******* who lived with me.

  

  Business response

  01/28/2025

  January 28, 2025
  
  
  BBB of *********
  Attn: ****** B
  ***************************************************************************************************
  
  
  
  Re:
  File Number:                             22868431
  Complainant name:                    *** ******
  
  
  
  Dear ****** B,
  
  The above-mentioned complaint is related to an American Family Connect Property and Casualty Insurance Company policy. Please forward this complaint to American Family Connect Property and Casualty Insurance Company; NAIC ***** for handling.
  
  I am respectfully requesting that you remove this file from our companys assigned complaints.
  
  If after reviewing this matter, you determine the complaint belongs to one of our companies, please return it to my attention for immediate handling.
  
  If you have any questions or concerns, please contact me directly at the number provided below.
  
  Sincerely,
  
  Consumer Affairs
  E-mail: *************************

  

  Business response

  01/30/2025

  Hello,
  
  Please see our attached response.
  
  Thank you.
  

• Initial Complaint

  01/22/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On December 11, 2024, I received an email from American Family saying that:You have new auto policy documents waiting for you!Hi Richie,You have new document(s) ready to review online.Type: Mileage VerificationWhen I go to my account online the document is not there. I have called American Family 4 times since about this and each time I am told that they never sent me any email about a Mileage Verification. The only way you get that document is through the mail. It is now a month later and the Mileage Verification document is STILL not available online nor has it been mailed to me.

  

  Business response

  01/22/2025

  January 22, 2025
  
  
  *****************************
  
  
  
  Re:
  File Number:                             22842962
  Complainant name:                    ******* ****
  
  
  
  Dear ****** B,
  
  The above-mentioned complaint is related to an American Family Connect Property and Casualty Insurance Company policy. Please forward this complaint to American Family Connect Property and Casualty Insurance Company; NAIC ***** for handling.
  
  I am respectfully requesting that you remove this file from our companys assigned complaints
  
  If you have any questions or concerns, please contact me directly at the number provided below.
  
  Sincerely,
  
  American Family Consumer Affairs
  E-mail: *************************

  Customer response

  01/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [They did not resolve the issue. They only requested that you Please forward this complaint to American Family Connect Property and Casualty Insurance Company; NAIC ***** for handling.]
  
  Regards,
  
  ******* ****

  

  Business response

  01/30/2025

  Hello,
  
  Please see our attached response.
  
  Thank you.

  Customer response

  02/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [See attached MyReply.pdf.]
  
  Regards,
  
  ******* ****

  

  Business response

  02/13/2025

  Hello,
  
  Please see our attached response.

  Customer response

  02/13/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******* ****
  

  Customer response

  02/14/2025

   

  It looks like I spoke to soon about this issue being resolved. Can you please reopen this complaint because it is not resolved. The reason it is not resolved is below:

   

  Today I received an email from CONNECT, Powered by American Family Insurance (see attached Email2.pdf) that says:

  We received your mileage verification form but were unable to process it. The form does not meet our requirements and is invalid. Please call us to discuss whats needed for the form.

  When I spoke to *** ******* on Tuesday February 11, 2025, she told me that she checked my online documents, and she saw that the Mileage Verification Form was not was not available to me online. She also told me that she was unable to add to my online documents, so she had it emailed to me (see attached BX10086177-Mileage Verification-*********-01282025074322.pdf). When I opened the Mileage Verification Form, I noticed that there were issues with the way my home address showed on the form. My home address was mostly cut off and only showed as:

  ***************, **

  85747-9222

  on the Mileage Verification Form. I asked her to please resend the form to me with my address showing correctly. *** checked the form that was emailed to me and saw the same thing I did, my address was cut off and not fully showing. She proceeded to tell me that my address being cut off would not be an issue and that I should fill out the form and email it back, which I did. (see attached Completed BX10086177-Mileage Verification.pdf). As you can see from the email I received today, that was a lie since the email says: The form does not meet our requirements and is invalid.

  I called *** today to try to get this issue resolved. My calls went to voice mail, so I left her voice messages explaining the issue and asking her to call me back. She has not returned my calls.

   

  This issue is not resolved because I still have the original issue that caused me to open this complaint. The Mileage Verification Form is still not available to me online and no one at CONNECT, Powered by American Family Insurance has been able to email me a valid Mileage Verification Form.

   

  Thanks in advance and have a great weekend,

  ****** ****

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

  ******, AZ 85747

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

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

  
  Regards,
  
  ******* ****

• Initial Complaint

  01/16/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Connect by am *** has raised our rates $417 a month starting October 2024, they say because my husband was in an accident and no longer is a safe driver. (not his fault, he was rear-ended. Accident was in 6/2022.) I have called them many times asking to speak to a supervisor and they tell me no supervisors are available, that they will put in a call back request and I will get a call within **************************************************************************** all these months.

  

  Business response

  01/24/2025

  Hello,
  
  Please see our attached response.
  
  Thank you.

  Customer response

  01/24/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** *****
  

• Initial Complaint

  01/06/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom it may concern,My name is ****** ****, and my car insurance company is American Family Connect Property and Casualty Insurance Company. I pay my car policy every six months for my Camry 2015. January 6, 2025 I need to pay $1,230.87 July 6, 2024: $ ****** January 6, 2024: $ ****** July 6, 2023: $ ****** My question is can a car insurance increase this much during a six month period. This last increase is $447.00 for six months. By the way I dont have any tickets or anything on my driving record. Thank you, ****** ****

  

  Business response

  01/09/2025

  Hello, 

  Please see our attached response. 

  Thank you. 

  Customer response

  01/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
                                                                                                                                                                                                 1/9/25
  
  
  Dear Ms. ************************** definitely reject your businesses response, A rate revision we implemented for policy terms beginning on or after November 20, 2024, and November 30, 2024. Although this is not the desired outcome, we are not allowed to deviate from our rates for a single client, as that would be discriminatory. During the past two years your company has increased my policy for the following amounts, 
  
  January 6, 2025     I need to pay     $1,230.87
  July 6, 2024:                                      $ 783.87
  January 6, 2024:                               $ 631.87
  July 6, 2023:                                     $ 637.87
  
  and I dont have any accidents and tickets on my driving record. How can I agreed on your company increasing my car policy for two consecutive years. Once again I am requesting that your company evaluate my car policy. 
  
  Regards,
  
  ****** ****

  

  Business response

  01/10/2025

  Hello, 

  Please see our attached response. 

  Thank you. 

  Customer response

  01/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  January 11, 2025
  
  Reviewing my payment history:
  
  January 6, 2023 - I payed $523.87
  July 6, 2023       - I payed $637.87     increased $114.00
  

  January 6, 2024                $631.87     decreased $6.00
  July 6, 2024                      $783.87      increased   $152.00
  
  January 6, 2025               $1,230.87     increased $447.00
  
  It clearly looks like you guys are dismissing my point of your company increasing my car policy every six months. Only on January 6, 2024 that it was decreased by only $6.00. What about the other times, your company increasing my policy every six months, when my driving record is clean. Once again I reject your business response.  
  
  Regards,
  
  ****** ****

• Initial Complaint

  12/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was involved in a motor vehicle accident with one of their clients on October 14th 2024. The police report clearly states that their client caused the accident. For 2 1/2 months now they have been refusing to accept responsibility for the accident. They are operating in bad faith and their license to run an ********************************************* needs to be revoked if they refuse to pay what they are responsible to pay.

  

  Business response

  12/23/2024

  Hello, 

  Please see our attached response. 

  Thank you.

• Initial Complaint

  12/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 04/13/2023, I hit a mirror of a parking ***** car in **************I put my phone number under the windshield wiper and the owner called me. I submitted a claim and his car got repaired.Few months later my insurance company (Geico) cancelled my insurance.Later on the other party insurance company (called American Family Insurance) asked me to pay $2,858.27 (this is the amount Geico refused to pay as they are not justifiable). American Family Insurance asked Geico to pay $7,585.99, Geico paid only $4727.72 and declined to pay the remaining amount which is $2,858.27. I called American Family Insurance and they gave me a 50% discount and asked me to pay only $1,429.14 and they told me if I did not pay I would lose the discount and I would have to pay the full amount. I called Geico and they advised me not to pay, as $7,585.99 to repair a mirror is not justifiable.Later, I received a letter from American Family Insurance asking me to pay $1,429.14.I called them and the representative who answered me told me if I do not pay, my license will be suspended as they sent this claim to the transportation department. I refused to pay.Thanks

  

  Business response

  12/17/2024

  December 17, 2024
  
  BBB of *********
  **********************
  *******************
  
  Re:
  File Number:                             22696880
  Complainant name:                    **** *****
  
  Dear ****** *.,
  
  The above-mentioned complaint is related to an American Family Connect Property and Casualty Insurance Company policy. Please forward this complaint to American Family Connect Property and Casualty Insurance Company for handling.
  
  Sincerely,
  
  Consumer Affairs Department
  E-mail: *************************

  Customer response

  12/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  **** *****

  

  Business response

  12/19/2024

  Hello,
  
  Please see our attached response.
  
  Thank you.

  Customer response

  12/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  **** *****

  Customer response

  12/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  **** *****

  Customer response

  12/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  **** *****

  Customer response

  12/19/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  **** *****
  

• Initial Complaint

  12/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  American Family refuses to pay medical bills from a 4/15/23 accident, despite my policy coverage. They've given misinformation about coverage limits and wrongly insist I seek payment from the at-fault driver's insurance myself. They also refuse to provide the at-fault driver's insurance information, blocking my underinsured motorist claim. They are attempting to prematurely close my claim with an unreasonable deadline, even though my husband is still in treatment. This is bad faith and a breach of their obligations. I want them to keep my claim open, pay all medical bills, provide the necessary insurance information, and cease their unfair practices.

  

  Business response

  12/31/2024

  Hello,
  
  Please see our attached response.
  
  Thank you.

  Customer response

  01/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  My specific complaint has not been addressed. We need these medical bills paid per our policy.

   
  Regards,
  
  **** ******

  

  Business response

  01/06/2025

  Hello, 

  Please see our attached response. 

  Thank you. 

*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. ↩