ComplaintsforAmerican Family Insurance

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Initial Complaint
06/26/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Claims process took so long and had such poor communication that I could not dispute my claim by time the got around to making a decision. It took them 4 months to get me a response, they would not call me back or give me any useful information.
Business response
06/27/2024
June 27, 2024

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. We have asked the appropriate department to research the concerns and respond directly to ************************* by July 10, 2024.

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
*************************
Customer response
06/28/2024
[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
06/20/2024
Complaint Type:
Product Issues
Status:
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.
Date charged: 6/12/24 Issue: no explanation or warning of rates increasing. I received car/renters insurance for nearly 10 years and over the last 2 years the price increased drastically without explanation. In dealing with a claim, on multiple occasions the agents either contacted the incorrect person, did not respond, or responded well after the fact and items had already been repaired without insurance help. Ex: vehicle was inoperable due to an accident, no fault of our own. We got the car towed to a insurance approved provider and entered the claim. We did not have rental car coverage and were down to 1 car. We waited and were not contacted by an agent. Due to the urgency, we had to take repairs in to our own hands. 1 full month later, an agent contacted us to assess damage. I contacted the company to look into my pricing and discounts, new car, etc. The agent stated that there were discounts that would be applied and that they would contact me with a new rate. I never was contacted and the next month I was automatically charged an increased premium.
Business response
06/21/2024
June 21, 2024

Better Business Bureau of CO

RE:
Complaint File Name: *****************
Complaint ID: ********

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 July 3, 2024.

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.
*************************
Customer response
06/27/2024
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
07/02/2024
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,

*****************
Initial Complaint
06/20/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I was dealing with an agent ***********************. He has falsified insurance documents ******* a claim process. Stating we stopped contact using a different email tread then the one he was using previously to seem like we stopped communication a month prior. He has used unethical business practices, stall tactics, and violated our policy. We had asked for the recording and he refused so we requested all contact be over email. We have all the communication between arguing things we were told to verify but MO DCI. He refused to verify anything about our policy, he then threatens us stating the statute of limitations was coming up since it has been 2.5 month. But then when we asked what the limitations was he stopped responding. Then sent the emailed 3 weeks later stating we never responded.
Business response
06/20/2024

June 20, 2024

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 ***************************** as soon as possible, but no later than July 1, 2024.

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
06/18/2024
Complaint Type:
Billing Issues
Status:
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.
Had an ongoing billing issue over a canceled policy (I canceled the policy and moved to a different carrier). I felt there was a billing error on the final amount due and worked with the billing **** for several months with an understanding this billing would be open with American Family until resolution. This occurred in 11/2018, we came to an agreement on the final amount in 4/2019 and I paid in full, however AmFam turned me into collections with balance paid in full, it's been 5 years, I have requested the collection be removed multiple times since it is paid, collection agency states they cannot remove to go back to AmFam, AmFam refuses to remove it, it is severely affecting my credit and my spouse has an outstanding balance due yet they never sent it to collections or reported it on his credit. I am licensed agent that was employed by AmFam and feel they can remove the negative history from my report.
Business response
06/19/2024
June 19, 2024

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 ************************* as soon as possible, but no later than June 28, 2024.

To protect our customers privacy, ********************************************* will not provide a copy of our response to the Better Business Bureau.

Sincerely,

***************************
Associate Consumer Affairs Specialist
American Family Insurance Company
*************************
Initial Complaint
06/18/2024
Complaint Type:
Order Issues
Status:
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.
I have 5 have 6 home policies 3 cars, umbrella, jewelety so quite some policies. One of renter who did not pay the rent anymore before he moved out vandalized the house. I have rental loss insurance confirmed by agent on recorded line. Police determined too that this was vandalism. American family denied me everything after out of the blue doubling my insurance premiums last year. This is not what landlord insurances are for. I expect immediate payment of the claim. My next step is the mn department of commerce and if necessary court. I am not surprised af has a 1 star rating on here. Agents lie and as far as I heard adjusters get bonuses when denying a claim. I found very similar stories on the web
Business response
06/19/2024
June 19, 2024

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(s) to research the concerns and respond directly to ******************* by June 28, 2024.

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
*************************
Customer response
06/19/2024
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.]please provide me with the address of your legal department for the time being

Regards,

*******************
Business response
06/19/2024
June 19, 2024

BBB of Wisconsin
**********************
*******************

RE: Complaint File Name: *******************:

Thank you for making us aware of the continued comments from *******************.
Any additional correspondence can be sent to: American Family, 6000 American ***************************
As stated previously, we will respond as soon as possible but no later than June 28, 2024.

Sincerely,

Consumer Affairs Department
*************************
Customer response
06/19/2024
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.] I have asked for the mailing address of your legal department. Please do do thank you

Regards,

*******************
Business response
06/20/2024
June 20, 2024

BBB of Wisconsin
**********************
*********, WI 53214

RE: Complaint File Name: *******************:

Thank you for the additional correspondence from *******************. As indicated in our prior correspondence, the address for our legal department is:
Legal Department
6000 American Parkway,
*******, WI 53783
Sincerely,

Consumer Affairs
*************************
Customer response
06/20/2024
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.] thank you the address. I have not been contacted by af as you indicated to the bbb. You have 1 star on here and thousands of complaints on the web. Wonder why

Regards,

*******************
Initial Complaint
06/14/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I had an accident on May 22 I reach out to my agent and she filed a claim for me. I told Agent that I have provided all the information and she needs to move forward with that adjuster to fight over two weeks later I came back and I called that adjuster and she did not respond my call for a couple days and then after I escalated to my agent, she responded to me and she told me she get back to me and she will talk with the other insurance. I told her I have a travel to do when I need a loaner car this happened on Monday, June 10 and finally I talk with her on the day of June 11. I follow up 1 million times she basically ignored me its Friday, June 14 2 PM and I havent heard back her and I dont have my loaner car and this put financial and emotional damage on me because I cannot do my travel that I scheduled for it and Hotel never because I trusted her promise that she will call back on Tuesday. Im still .
Business response
06/17/2024
June 17, 2024

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. We have asked the appropriate department to research the concerns and respond directly to ************************* by June 27, 2024.

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
*************************
Customer response
06/25/2024
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,

*************************
Initial Complaint
06/09/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Essentially, my adjuster, *** would not cooperate with your Roofer from the beginning. The way that he treated your Roofer, that i watched on my ring camera, was unacceptable and he was not there to find a reasonable remedy for the roof.Your Roofer submitted all of the necessary code documentation stating that a repair was not code compliant and the insurance continue to require a non-code compliant repair. *** then reached out to the city of official who did not have jurisdiction over code enforcement. He then misrepresented the statement from the city official. my Roofer reached out for clarification and realized that *** misrepresented the conversation. Luckily all of our communication has been in writing.I dont feel as though my insurance claim is being handle fairly or truthfully. I called ********************************* to request a a new adjuster. He stated no, not possible, *** is the only one available to handle my claim. When I stated what happened on my ring camera he stated I was lying and did not care about what I stated because he said *** and he had been friends for long time. Stated *** is a nice guy and everything will be taken care of. And that is not what I'm getting or my contractor who was disrespected by *** multiple times.
Business response
06/10/2024
June 10, 2024

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. We have asked the appropriate department to research the concerns and respond directly to ************************* by June 21, 2024.

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
*************************
Customer response
06/11/2024
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.

What department did this complaint get sent to? Because if this is going right back to the people handling my claim in the first place, it won't fix anything. They are misleading I feel on purpose and are not fairly handling my claim. I never thought I would be in this situation with a company that I'm supposed to trust woth my home. Being called a lier and my contractor being treated the way he was is just absolutely shocking. I asked for new adjuster and was turned down due to only one adjuster handles my area and with all the misleading information by your company I don't even know if that is true.

Regards,

*************************
Business response
06/12/2024
June 12, 2024

Better Business Bureau of *********
**************************************************************************************

RE: Complaint File Name: *************************:

Thank you for making us aware of the additional comments from *************************. American Family Insurance Company is now in receipt of similar comments from the **************** of Insurance. A response will now be provided directly to the **************** of Insurance on or before June 25, 2024.

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
06/07/2024
Complaint Type:
Order Issues
Status:
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.
When I joined I told them I had no prior auto insurance. I sent a copy of my grades to get the good student discount. I was told my monthly payment would be 183. I paid that for month 1, 2nd month they tried to up my bill to 320 monthly. The reason given being they "had not received my grades", and never got proof of prior insurance. Resent grades, premium went to 260 monthly. It then went up to 266 at renewal. I paid 266 for 5 months. The last month, I had renter's policy removed. Asked about lowering my premium, I had insurance over 6 months. Was told premium for the next month would be 231. Unsure what changed, that was not explained. I was told I would no longer have multi-product discount. Policy renews, I owe 271 moving forward. Why jump from 231 to 271? Was told my good student discount fell off because I'd turned 25, and that I no longer had the multi product discount. Had them add on a ****** discount. I still don't see this discount in my statement. Emailed my agent and asked how much it would be to add on renter's. Was told 11 for renter's, auto would be 255 with multi product discount. 266 total. Was told she would be adding it on for **** when my renewal was. Never agreed to it, never disagreed. **** comes. I pay the 255 due on my account. No renter's policy added on, but discount was. I get a statement saying my July bill is 300. I email my agent and ask why. No explanation. She says student discount was removed. But it was removed in April. She offers me to pay the 11 for renters for **** to continue with my 255 billing. I call to cancel my policy effective July 1st. They tell me I will owe 33. How? Without the discount I should pay 271, not 255. That's 16, not 33. They will not lower or remove this charge. I did not add the discount on without the product also being added. They did. I shouldn't have to pay for their mistakes. I'm told its 300 without multi product discount. But was originally told with no multi product it was 271. With discount 255.
Business response
06/10/2024
June 10, 2024

Better Business Bureau

RE: Complaint File Name: Trinity *****:

The above-referenced complaint was received today. The privacy laws require us to protect the confidentiality of non-public information relating to our consumers and others who rely upon us. Maintaining the confidentiality of this information is important to our company. Therefore, we are unable to send our response directly to you.

It is a company goal to provide the best possible service to consumers. Even though we are unable to reply directly to you, I have asked the appropriate department to research the concerns and respond directly to the customer as soon as possible, but no later than June 17, 2024.

Sincerely,
Consumer Affairs
American Family Insurance Company
*************************
Initial Complaint
05/30/2024
Complaint Type:
Order Issues
Status:
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.
I had a accident on5/19/2024 I have rider share rider in my insurance yet they will not cover me because i am not drive for uber or lift they knew i have a ride share business and let me pay or ride share rider I feel they should not be able to pick and choose what ride share they will cover if they offer the insurance it should be good for all ride share business if they refuse to pay they should pay back all the money i paid for my 4 cars to have ride share rider
Business response
05/31/2024
May 31, 2024

Better Business Bureau of WA
**************************************************************************************

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. We have asked the appropriate department to research the concerns and respond directly to *************************** by June 13, 2024.

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
05/29/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I am writing to file a formal complaint against AFICS Insurance regarding the mishandling of my business loss of income claim (Claim Number 01-007-63000). I have been deeply dissatisfied with AFICS's handling of this claim, which has been pending for almost eight months. This delay has caused significant financial hardship and distress for my company. I have experienced substantial delays and apparent discrimination in the processing of my claim. Despite promptly providing all requested documentation, including tax documents for 2021, 2022, and 2023, I have not received a satisfactory resolution. Moreover, I am troubled by AFICS continues to raise new questions and concerns without addressing the existing issues with transparency or fairness. In response to requests for additional documents, I provided comprehensive information, including a description of our services, monthly revenues, profit and loss statements, employee information, payroll registers, a copy of the business lease, and detailed explanations of certain expenses listed on our tax returns. However, despite my cooperation, the process has been unnecessarily prolonged without any indication of progress or resolution. Furthermore, AFICS escalated the matter by hiring a forensic accountant adding further delay and frustration to the process. Despite my detailed responses and cooperation, AFICS continues to raise new questions and concerns with transparency or fairness. Most recently, AFICS questioned the timing of product sales on our website, citing posts on LinkedIn advertising t-shirts and e-books from 8-9 months ago. While it is true that we were actively promoting these products and were in the production phase, they had not yet been officially released for sale until January 2024. I provided this clarification promptly, but it appears that AFICS is using this as another basis for delay and scrutiny. I believe AFICS has acted in bad faith and violated my rights as a policyholder.
Business response
05/30/2024
May 30, 2024

Better Business Bureau of WI

RE:
Complaint File Name: ***********************
ID number: ********

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 June 13, 2024.

To protect our customers' privacy, Midvale Indemnity ******************** will not provide a copy of our response to the Better Business Bureau.

Sincerely,

Consumer Affairs Department
Midvale Indemnity Company
*************************
Customer response
06/08/2024
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
06/11/2024
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.

I believe AFICS has acted in bad faith and violated my rights as a policyholder. I request immediate action to resolve my claim and fair compensation for the undue delay and hardship caused.
Additionally, when I call to inquire about the status of my claim, I am no longer able to access my account using my claim number. Instead, I had to provide my policy number, only to be told that no information about this policy can not be seen at this time. This lack of access and transparency is deeply concerning and adds to the frustration and suspicion regarding the handling of my claim

Regards,
***********************
Business response
06/11/2024
June 11, 2024

Better Business Bureau of WI

RE:
Complaint File Name: ***********************
Complaint ID: ********

Thank you for making us aware of the comments from ***********************. Midvale Indemnity Company received similar comments on June 10, 2024. I have asked the appropriate department to research the concerns and respond directly to *********************** by June 24, 2024.

To protect our customers' privacy, Midvale Indemnity ******************** will not provide a copy of our response to the Better Business Bureau.

Sincerely,

*******************
Associate Consumer Affairs Specialist
Midvale Indemnity Company
*************************
*************************
Customer response
06/17/2024
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.

Partial Payment Decision: The company has calculated and says there are issuing a pay out the Loss of Business Income claim from the date of loss through December 31, 2023, but has not extended the calculation to the current date. The response received dated June 6, 2024, mentioned that the claim was undisputed based on the documentation I've already provided. I have experienced business income losses from January to date as well. However, I'm puzzled about why they are disputing the remaining period of the claim and asking for more documentation despite the adequacy of the documentation submitted.

Regards,

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

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