Complaints

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

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• 

  American Family Insurance

  6000 American Pkwy Madison, WI 53783-0001

• 

  American Family Insurance

  5209 Rib Mountain Dr Wausau, WI 54401-7561

• 

  American Family Insurance Group - Headquarters

  6131 Blue Circle Dr Eden Prairie, MN 55343-9108

• 

  American Family Insurance

  2463 Hamilton Mill Pkwy STE 250 Dacula, GA 30019

• 

  American Family Insurance

  255 Highway 74 N STE 5 Peachtree City, GA 30269

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:04/30/2025

  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 filed a hail damage claim 7/9/24 with my homeowners insurance AFI. My claim # *********** and my policy # ************. I was given a year to complete roof replacement. On April ****** I contacted *** claim department to get clarification as to the process to follow for the claim and the coverage amount. When I called *** I told them that ****** ******** from All Season Roofing was present as he would be the contractor we would hire for the roof repair. I wanted to understand the process as I was told on a prior call by *** that I needed to submit an estimate and have it approve by them prior to starting the work, which was incorrect. We were told I needed to hire the contractor and have the work completed and after that submit the final invoice. We also ask for clarification as to the total amount to be paid by ***. We were told it would all be covered minus the deductible to which Mr. ******** ask if the full amount of $20,387.12 was covered without depreciation deducted. The representative said no depreciation would be taken off. After the clarification I proceeded to sign the contract. We had our roof replaced and to my surprise AFI called me to inform me that I would receive a check for approx $26.17 as $9,103.53 was deducted for depreciation because the roof was over 15 years, leaving me a balance of $11,126.I contacted my assigned adjuster Sunjetta ********** from *** to what she explained that my policy was written to deduct depreciation amount. I ask that she please review the recorded phone call from April 7 in which I was told differently. On 4/24 **** ****** Sunjetta's manager contacted me and in detail explained my coverage which was different from what I was told 4/7. Mr. ****** said the call would be pulled and I would get a call back from ********. On 4/30 I received a lien notification for the outstanding balance $11,126 from All Season Roofing. I have a balance i cannot afford, Would *** been honest, I wouldn't have signed and had no work done.

  Business Response

  Date: 04/30/2025

  April 30, 2025
  
  
  BBB of Wisconsin

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

  *********, WI 53214 
  
  
  RE: Complaint File Name: ******* *********:
  
  Thank you for making us aware of the comments from ******* *********. It is a company goal to provide the best possible service to our customers. I have asked the appropriate department to research the concerns and respond directly to ******* ********* by May 9, 2025.
  
  To protect our customers' privacy, ********************** will not provide a copy of our response to the Better Business Bureau.
  
  Sincerely,
  
  Consumer Affairs
  American Family Insurance Company
  **********************************

• Initial Complaint

  Date:04/29/2025

  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.

  Increased insurance premium substantially without notification. We have tried to reach them at least 8 times on 8 different dates to discuss the bill with no call back. Stopped at the office (during posted office hours) and no one was there. ************************

  Business Response

  Date: 04/30/2025

  April 30, 2025
  
  
  Better Business Bureau of *********
  **************************************************************************************
  
  
  RE: Complaint File Name: ******** ***:
  
  Thank you for making us aware of the comments from ******** ***. It is a company goal to provide the best possible service to our customers. I have asked the appropriate department to research the concerns and respond directly to the named insured on or before May 11, 2025.
  
  To protect our customers' privacy, ********************** will not provide a copy of our response to the Better Business Bureau.
  
  Sincerely,
  
  Consumer Affairs Department
  American Family Insurance Company
  **********************************

• Initial Complaint

  Date:04/28/2025

  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.

  Around April 16th my car was hit by one of American Family Insured drivers. It was parked in backwards. The driver hit my front end damaging my bumper and my horn/key noise. The impact caused my car to scoot over towards the wall. They were very good about accommodating me with a rental but now requesting I pay a $250 deposit for diagnostic to Gerber Collision for an issue that has happened after this accident. My car transmission is having issues and now they are not seeing how it is related so they insist I pay something I do not have. Im asking this issue to be resolved and the $250 be paid for my the insurance or waived . My car was backing up and working before this accident. Thank you.

  Business Response

  Date: 04/29/2025

  April 29, 2025
  
  BBB of Wisconsin

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

  *******************
  
  RE: Complaint File Name: ****** ********:
  
  Thank you for making us aware of the comments from ****** ********. It is a company goal to provide the best possible service to our customers. I have asked the appropriate department to research the concerns and respond directly to ****** ******** by May 8, 2025.
  
  To protect our customers' privacy, ********************** Standard Insurance Company of Ohio will not provide a copy of our response to the Better Business Bureau.
  
  Sincerely,
  
  ******* A ********
  Associate Consumer Affairs Specialist
  American Standard Insurance Company of ****
  *********************
  **********************************

• Initial Complaint

  Date:04/15/2025

  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.

  Business has failed to provide me with a COI that is critical for me to maintain my contract and my business. I have had this insurance with them for past few years and every year they mess up. This year is by far the worst. I have been requesting this information from the business for the past 4 months and I still do not have what I need to submit my contract.

  Business Response

  Date: 04/15/2025

  April 15, 2025
  
  
  Better Business Bureau of *********
  **************************************************************************************
  
  
  RE: Complaint File Name: ***** ******:
  
  Thank you for making us aware of the comments from ***** ******. It is a company goal to provide the best possible service to our customers. I have asked the appropriate department to research the concerns and respond directly to ***** ****** as soon as possible but no later than April 28, 2025.
  
  To protect our customers' privacy, ********************** will not provide a copy of our response to the Better Business Bureau.
  
  Sincerely,
  
  Consumer Affairs Department
  American Family Insurance Company
  **********************************
  

• Initial Complaint

  Date:04/11/2025

  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.

  American Family Insurance is refusing to settle a claim to pay for the damages to our car. We have video evidence showing 100% responsibility and statements from those responsible stating that they are 100% responsible for the claim. ****, the adjuster, is refusing to pay the claim. Policy number ************ and claim number *************. The claim has been reviewed, approved, and verified by others in their office, ****. However, ****, the adjuster , has apparently over-ridden the approval. This is our final attempt at getting this matter resolved before hiring an attorney and taking this to court. The evidence we have supports our claim fully.

  Business Response

  Date: 04/11/2025

  April 11, 2025
  
  
  
  
  BBB of Wisconsin
  
  
  
  RE: Complaint File Name: **** *****:
  
  
  Thank you for making us aware of the comments from **** *****. American Family received similar comments from the Arizona Department of Insurance on April 9, 2025. A response will be provided to the Arizona Department of Insurance by their specified due date of April 30, 2025.
  
  To protect our customers privacy, ********************************************* will not provide a copy of our response to the Better Business Bureau.
  
  
  Sincerely,
  
  Consumer Affairs
  American Family Mutual Insurance Company, S.I.
  **********************************

• 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 had been a long time client of AmFam (30+ years) with agent **** ******. In late 2024, **** retired. We never renewed with his replacement agent, ** ****** and changed insurance companies in June 2024. I have yet to meet or talk to ** ******.Our new insurance, Liberty Mutual reached out to inform ***** to cancel our insurance. I understand that can take a month. After this, ***** has continued to pull auto payments out monthly. I have contacted them multiple times via their main corporate number. I did not directly call ** ****** as I have never meet him and was "assigned" him as an agent without my consent. ***** corporate **** understood that somethings things change, and assured me that it would be taken care of. After the initial call, I continued to have ACH pulled from my account. I did follow-up. The continued to say it would be addressed, but did get vague statements that ** ****** would "have" to follow up. I never received follow up. Again, I called the corporate office and asked why this had not been resolved. I asked what I needed to do, and they indicated to keep notes, as I have done. It has become very frustrating. I do not know if this is a corporate or local agent issue. As I have noted, I have not once talked with, or agreed to have the new agent handle our insurance. I appreciate your assistance with this. I really did not want it to come to this I previously had good experiences with *****.

  Business Response

  Date: 04/04/2025

  April 4, 2025
  
  
  
  Better Business Bureau of Wisconsin
  
  
  
  RE: Complaint File Name: **** ******:
  
  Thank you for making us aware of the comments from **** ******. It is a company goal to provide the best possible service to our customers. I have asked the appropriate department to research the concerns and respond directly to **** ****** as soon as possible, but no later than April 14, 2025.
  
  To protect our customers' privacy, ****************************************************************************************************************, S.I. will not provide a copy of our response to the Better Business Bureau.
  
  Sincerely,
  
  Consumer Affairs
  American Family Mutual Insurance Company, S.I.

  Customer Answer

  Date: 04/04/2025

  [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. I have been contacted by ** ****** and I appreciate that. I had been a very happy customer of ********************************************* for many, many years. I do not want this to be a public issue but was very frustrated that I was continuing to be billed and hope that the refund can be processed soon. Again, thank you for the actions, I will always consider coming back to American Family in the future. 
  
  Regards,
  
  **** ******
  

• Initial Complaint

  Date:04/02/2025

  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.

  Integrity Grading and Excavating did major construction in front of my house. On July 13, 2024, Integrity had dug a huge hole down to my drain in the basement. They had broken a manhole cover, didnt cover it up. Rained a great deal and the rainwater and dirt came through the floor drain from the road. I got a hold of my Agent in *******, **** *******. He didnt file a claim either. I ended up sending a complaint letter and filed a complaint in Janury of 2025. They had another agent review the claim. They didnt send any kind of adjuster either. They denied the claim. They stated that if I had a pool and it burst and the water went into my basement, it would be covered. As the water was from a different source, it was not covered. HOW is there a difference when it's both water damage? They stated I didnt have the correct rider. How can you have riders for every single possibility in life? Thats impossible. Water is WATER. And they would not send me a letter with the denial reasons, only called me. I would like my costs covered for this incident and considering I certainly did have insurance and never filed a claim, this is not a big claim for them. I feel this certain should be covered. Thank you.

  Business Response

  Date: 04/03/2025

  Hello,
  
  Please see our attached response.
  
  Thank you.

  Business Response

  Date: 04/03/2025

  April 3, 2025
  
  Better Business Bureau of WI
  
  RE:
  Complaint File: 23151157
  Name: ******* *******
  
  Thank you for making us aware of the comments from ******* *******. It is a company goal to provide the best possible service to our customers. I have asked the appropriate department to research the concerns and respond directly to ******* ******* by April 16, 2025.
  
  To protect our customers' privacy, ********************** will not provide a copy of our response to the Better Business Bureau.
  
  Sincerely,
  
  Consumer Affairs Department
  American Family Insurance Company
  **********************************
  

• Initial Complaint

  Date:03/31/2025

  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, ****** ****** and my wife ********* ******, have been customers of ********************** ("AFI") since 2006 with multiple vehicles and properties under their policies. However, on November 3rd 2024, my wife and I were involved in a multi-car crash where my Dodge Challenger (which is insured by ***) was damaged. As such, we reached out to our *** agent, ****** J. ****, in order to begin a claim to start the process of repairing the Dodge Challenger. ****** communicated to us that the Dodge Challenger was to maintain a policy that differentiated in the other vehicles' policies' where the Dodge Challenger was to be used on an ad-hoc basis, mostly on *********** such, since the beginning of the Dodge Challengers' policy under AFI, ****** advised me to text her the same day of on which I planned to take out the Dodge Challenger and have text message conversations to corroborate this as well. All in all, the claim was denied under *** due to the text message being sent four minutes after the crash. However, *** ******, the *** adjuster admitted on a recorded phone line that the information given to us by ****** was false and not in compliance with ***'s protocols. *** explained that in order for coverage to be set forth, the insured party must notify their agent (******) 24 hours prior to utilizing the vehicle in question (Dodge Challenger) before any coverage changes can be effectively made. ****** has been actively avoiding all phone calls with us and ultimately hung up on us when all we wanted was clarification on the information she communicated to us regarding the Dodge Challenger's policy coverage and protocols. We are submitting this claim to the BBB in order to find a resolution to this unfortunate event of dishonesty, unprofessionalism and are seeking restitution for the payments made on the Dodge Challenger for the time periods that we were not effectively "under coverage" as stated by *** ****** on ***'s recorded phone lines.

  Business Response

  Date: 04/01/2025

  April 1, 2025
  
  
  Better Business Bureau of Wisconsin
  
  
  RE: Complaint File Name: ****** ******:
  
  Thank you for making us aware of the comments from ****** ******. It is a company goal to provide the best possible service to our customers. I have asked the appropriate department to research the concerns and respond directly to ****** ****** as soon as possible, but no later than April 11, 2025.
  
  To protect our customers' privacy, ********************** will not provide a copy of our response to the Better Business Bureau.
  
  Sincerely,

  American Family Consumer Affairs
  **********************************

• Initial Complaint

  Date:03/27/2025

  Type:Billing 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 02/27/2025 I was contacted by mail that a collection agency was trying to collect $****** from my deceased parents for american family. Months earlier I had advised my parents insurance person, ******* ********, that my parents had passed away and I would be letting their insurance policies lapse because since they were deceased they were no longer needed. I sent an email to the agent and had a phone conversation explaining this. Not sure what the agent did next but apparently did not act on the information provided. I'm not really sure how this is my problem, if ***** really wants their ****** they should speak with their agent and not harass me about it. Thanks for your assistance.

  Business Response

  Date: 04/07/2025

  Better Business Bureau of WI
  
  RE:
  Complaint File: 23123537
  Name: ***** *****
  
  Thank you for making us aware of the comments from ***** *****. It is a company goal to provide the best possible service to our customers. We have asked the appropriate department to research the concerns and respond directly to ***** ***** by April 10, 2025.
  
  To protect our customers' privacy, ********************************************************************************************************************. will not provide a copy of our response to the Better Business Bureau.
  
  Sincerely,
  
  Consumer Affairs Department
  American Family Mutual Insurance Company, S.I.
  *************************

• Initial Complaint

  Date:03/26/2025

  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 bought a 1 yr old rv in 2021 which I insured with American Family insurance. Now in 2025 the **** opened up and the siding needs to be removed and reinstalled. The adjuster for American Family is now deny my claim for repairs. They claim that I did not maintain the rv properly. They claim that it is my job to inspect the rv every 6 months. They claim that I should chalk them every 6 months if necessary. The owners manual specifically states to inspect seals every 6 month while cleaning to inspect for damage. It does not specifically state that this is necessary to hold the siding onto the rv. It obviously an excuse to avoid paying the claim. I doubt that anyone routinely reveals their rv every 6 months. This vehicle is designed to travel down the highway at 70 miles per hour and travel thousands of miles a year. I don't think a silicone seal is that fragile.

  Business Response

  Date: 03/27/2025

  March 27, 2025
  
  
  
  Better Business Bureau of Wisconsin
  
  
  
  RE: Complaint File Name: ******* *****:
  
  Thank you for making us aware of the comments from ******* *****. American Family Insurance Company received similar comments from the ******************************** on March 27, 2025. A response will be provided to the Department by April 11, 2025.
  
  To protect our customers' privacy, ********************** will not provide a copy of our response to the Better Business Bureau.
  
  Sincerely,

  Consumer Affairs
  American Family Insurance Company
  **********************************

  Customer Answer

  Date: 03/28/2025

  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 do not think that is a reasonable response. What's next

   
  Regards,
  
  ******* *****

  Business Response

  Date: 03/28/2025

  March 28, 2025
  
  
  
  Better Business Bureau of MN
  Better Business Bureau
  
  
  RE: Complaint File Name: ******* *****:
  
  We are responding to the additional comments submitted by ******* *****. As previously stated, American Family Insurance Company received similar comments from the ********************************. We are currently reviewing the details of the concerns, and a comprehensive response will be provided to the Department by April 11, 2025.
  
  To protect our customers' privacy, ********************** will not provide a copy of our response to the Better Business Bureau. Thank you for your understanding. 
  
  Sincerely,
  
  Consumer Affairs 
  American Family Insurance Company
  **********************************