ComplaintsforAmerican Family Insurance
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Complaint Details
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Initial Complaint
09/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My home caught fire in January. American Family paid me a stipend while I was not living in the home once a month. August 28th the adjuster said the contractor thst she wanted everything done and finished on the home. The code enforcement came by to see if the home was livable and that I could return home. The inspector and contractor over looked that the home didn't have them. My daughter caught the mistake. She called the code enforcement to come back and pass the home after the detectors were put back in the home. While this is going on I'm still not living in my home because I was told I couldn't by the code enforcement. Told my insurance that I needed my stipend for the days I was not aloud to go to my home and they refuse to pay me for the days I wasn't aloud to return home. The adjust actually had said that it was ok for me to return home against what the enforcement said. She actually told me to get get my own smoke detectors and put them up myself. Something she didn't know was that one smoke detector has to be hard wired into the home. So we had to wait for the electrician to come. Also they would not honor fixing all of the siding of the home. They want to fix only what was damaged in the fire. So my home will have two different colors on the house that don't match because my contractor could not find the color match of the old siding. My contractor was very shocked that they wouldn't put siding on my whole house to match. He said that most insurance companies follow through with all the siding being replaced since we couldn't find a match. The comment my insurance company said that this wasn't their problem.Business response
09/23/2024
September 23, 2024
Better Business Bureau of WI
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 October 3, 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
**********************************Customer response
09/23/2024
[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
09/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I am filing a formal complaint against American Family Insurance for the delays and lack of communication in resolving my auto theft claim, which I filed on August 11, 2024. Despite my full cooperation and responsiveness throughout the process, the claim remains unresolved. I was informed on day 31 that an investigator had been assigned, causing further delays and leaving me with little progress.While American Family Insurance initially covered my rental car for the first 30 days, I am now being told I must cover the costs, despite the delays being on the insurance company's end. Having a vehicle is essential for my employment, and this situation is threatening my livelihood, creating significant financial strain and emotional stress.Furthermore, the situation has become increasingly messy, and I am beginning to have concerns about discrimination. Despite having provided all the required proof and documentation, I continue to be questioned, which raises concerns about whether all claims are handled in the same manner. I would like to know if other claimants experience this level of scrutiny and repeated questioning after submitting the necessary documentation.I request that rental coverage be extended until my claim is fully resolved and that immediate steps be taken to expedite the process. I also expect a review of the delays, lack of communication, and my concerns regarding potential discriminatory treatment during this process.Business response
09/18/2024
September 18, 2024
Better Business Bureau
RE: Complaint File Name: ******* ****:
The above-referenced complaint/inquiry 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 September 27, 2024.
Sincerely,
Consumer Affairs
American Family Insurance Company
**********************************Initial Complaint
09/16/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I cancelled my home insurance on 7/25/24 (policy #********) via CONNECT (Homesite is the underwriter). I was told a refund check for the unused portion of the remaining premium ($765) will be issued. However, I am charged with a $29 cancellation fee. On 8/29, I called CONNECT to follow up on the refund status. ******* told me her supervisor reviewed my policy and confirmed my eligibility to receive a refund check. the $29 cancellation fee is an internal billing error and will be corrected. On 9/16/24, I received a Collection Notice from ************************** for $29 debt with Homesite Insurance. I called CONNECT on the same day. **** told me the check is not issued yet and will take another ***** business days if they have not started the refund ********** desired resolutions: withdraw the Collection Action ASAP and issue me a refund check ASAP.Business response
09/17/2024
6000 American Parkway
*******************
September 17, 2024
BBB of *********
Re:
Regulator File Number: 22293099
Complainant name: Mingtsu ****
Dear ****** *.,
The above-mentioned complaint is related to a Homesite policy. ******** operates as a separate entity, and is responsible for all policy servicing, claim processing, and premium billing. Please forward this complaint to Homesite.
I am respectfully requesting that you remove this file from our companys assigned complaints to ensure that it will not be used in the calculation of our complaint ratio.
If after reviewing this matter, you determine the complaint belongs to one of our underwriting 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 Advocate
American Family Mutual Insurance Company, S.I.
6000 American **************************
E-mail: *************************Initial Complaint
09/12/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I have let them know that they have the wrong number and stop spam calling me. I have received and called thier headquarters and left messages about this matter, but they are still spam calling meBusiness response
09/13/2024
September 13, 2024
Better Business Bureau of AZ
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 September 16, 2024.
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
09/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Date of Accident: 08/07/24 Location: *******************, *************************************** Time: ~ 4:00 PM Description: Car driven by ***** ********* 2151 1803-01-50 FP PA - KS (American Family Insurance Policy Number) backed into my car (driven by **** *****, *** did damage to the rear passenger door. Accident was witnessed by ***** ******** *************). Law enforcement will not take a report when accident occurs on private property.Actions taken: Notified American Family Insurance on 08/14/24 received Claim #************* and Adjuster ****** ******* *************) sent pictures of the damage to my vehicle to ************************* Called Adjuster 09/12/24 at 1:04 PM - straight to voicemail, Called Adjuster 08/29/24 at 1:32 PM, straight to voicemail, Adjuster sent email at 3:49 PM, "We are still pending a statement from our driver. I attempted to call today and left a voicemail this past Tuesday. I will follow up once our investigation is complete.", called Adjuster 08/20/24 at 2:48 PM, Adjuster indicated that he was unable to reach Mrs. ********* and they could not move forward with the claim until they reach their insured. Concerns: It has been almost a month since first contact with American Family Insurance regarding the damage caused by their insured and to date they have not been able to reach her and so they are not moving forward with the claim. I have an estimate showing that it will cost ~$2600.00 to repair the damage to my vehicle. I would like to get my car repaired, but am not getting response from the insurance company.Business response
09/13/2024
September 13, 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 ****** ***** by September 24, 2024.
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
09/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
When we became a client of American Family Insurance we remained very clear through the entire quoting process that we wanted to be covered for "everything and anything" and even requested a larger umbrella policy than recommended by our agent. Our agent was adamant that we were fully covered with the exception of water backup that we would not be eligible for immediately but would be added as soon as we were eligible. When our home received storm damage we were informed that it was not going to be covered because we did not have that coverage. Our agent explained internally that we should have it but he was not aware that it was an additional coverage and he never offered it. The agent and myself explained that the coverage was never mentioned and we were told that we had complete coverage. ***** stated that because we have no documentation of asking for it they will not cover it. The company refuses to accept responsibility for their mistake and passes responsibility for their mistake to the client. This is not only morally wrong but a show of poor and greedy business practices. We were told multiple times that we were fully covered by a representative that represents the company. That representative explained that he assured us we were covered and it was his error not ours. Despite their error being indisputable they still refuse to fully cover the incident.Business response
09/12/2024
September 12, 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. I have asked the appropriate department to research the concerns and respond directly to ****** ******* by September 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
**********************************Customer response
09/12/2024
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
09/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have a Tesla Model 3 and it was parked when another driver crashed into it. My car has video surveillance recording so the footage was all captured with the driver's license plate (CA ********, black ***** Odyssey and an image of the male driver's face. This information was provided to my insurance company: American Family Insurance (Connect). They issued funds to repair my car but told me that I would be responsible for the $500 deductible until they can reach the other party. The accident occurred on July 28, 2024 at 6:12 pm pst almost 2 months ago and they haven't located the other party nor refunded my $500 deductible. I didn't do anything wrong. I am the victim here and now being penalized by my own insurance company and out $500 dollars.Business response
09/11/2024
September 11, 2024
Better Business Bureau
**************************************************************************************
Re:
Regulator File Number: 22267979
Complainant name: Tien Do
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 to ensure that it will not be used in the calculation of our complaint ratio.
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 Department
American Family Insurance Company
6000 American **************************
E-mail: *************************Initial Complaint
09/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been a customer insured for homeowners for 14 consecutive years. I had zero (0) claims for 13 consecutive years until 2023 when there was a hailstorm, and then later in the year the worst windstorm in this town where I live in documented history. American Family Insurance is telling me that I will not be kept as a customer because I submitted these two claims. These claims were strictly from the Act of God, mother nature caused claims. Filing these claims are what we as customers are supposed to do when we pay costly amounts to the insurance company each year. Alternatively, if American Family were to inform me that if I go 3 years from the last claim, and have no new additional claims then at that point, I would no longer be kept as a customer, then that I could be ok with . Because at that point, I could move to another insurance company. But because of American Family not permitting me to stay as a customer, I cannot have homeowners ********************** with anyone. Other insurance companies(s), approximately the first five I learned about will not take me on as an insured customer because of the claims within the past 3 years. These are completely normal claims, of no fault of the customer. These types of claims are the reason homeowners insurance is needed. This is an unfair and unethical practice to shut out a customer from ********************** because of their inappropriate, in the wrong, denial to keep me as a customer. In addition to zero claims for 13 consecutive years, all of my premiums were paid well in advance of the due date, i.e. no late payments.Business response
09/10/2024
September 10, 2024
Better Business Bureau
RE: Complaint File Name: ***************************:
The above-reference complaint/inquiry 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 by September 20, 2024.
Sincerely,
Consumer Affairs
American Family Mutual Insurance Company, S.I.
*************************Customer response
09/12/2024
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 read that American Family Insurance will contact me, the customer by 9/20/24. I really need a response much sooner than that, so that I can ensure they will appropriately continue to insure me, and not punish me for using the insurance that I paid for the past 14 consecutive years. There were two claims in my history with them, one due to hail, and one due to the worst windstorm in my area in recorded recent history. These were both acts of God, mother nature and in no way point back to me as the customer having done anything wrong, negligent, careless or anything else to indicate any fault on us, the customer, who simply used our ********************** in year 14 of that long of a relationship. There is no reason for the Insurance Company to not play fairly and not want to hold up their end of the partnership for damages due to the Acts of God Mother Nature in the *****************, far away from any hurricanes, flood plains etc. Could I please have the resolution much sooner than 9/20/24, so that we can plan the next steps accordingly. Thank you. ***************************.
Regards,
***************************Business response
09/12/2024
September 12, 2024
Better Business Bureau of IL
RE: Complaint File Name: ***************************:
Thank you for the additional correspondence from ***************************. As indicated in our prior correspondence, American Family Mutual Insurance Company, S.I. will provide a response directly to ***************************. Due to the review that is needed, our response will be provided as soon as possible but no later than September 20, 2024.
Thank you for your patience while this is reviewed.
Sincerely,
Consumer Affairs
American Family Mutual Insurance Company, S.I.
*************************Customer response
09/17/2024
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.
**** American Family needs to agree to provide my coverage for Insurance for 3 years, assuming no more claims. This because when I inquired with another Insurance company, they will not accept me as a customer, because I had a claim. It is an unacceptable practice to essentially collude to blackball customers from coverage, simply for using the insurance validly that they pay premiums for.
Hi ****, could I have some clarification on the meaning behind your response, here is an excerpt from what you sent, the frequency of your loss history is significantly higher than that of our average customer. Our experience indicates that customers with frequent past claims are more likely to file additional claims in the future. There were two claims due to two separate storms. My question to you and American Family is: was I not supposed to submit claims when necessary, i.e. the reason we have insurance. Because based on this, it appears that you expect the Insurance Company to collect regular payments but not have to pay out on claims, or otherwise the customer is dropped?
So is this the following an alternative scenario?
If the claims and mother nature had been 12 months or 24 months apart, then I would still have coverage? What is the interval where I would have still been covered by insurance, so that I can understand this better?
This is .14 claims per year that I have been under American Family. Your average customer has less than .14 claims per year? ie. 2 claims divided by 14 years. Because what you said in your email was that we have significantly higher loss claims than your average customer. Can you confirm and support please.
Thanks
Regards,
***************************Business response
09/18/2024
September 18, 2024
Better Business Bureau
RE: Complaint File Name: ***************************:
The above-referenced complaint/inquiry 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 they will continue to correspond with the complainant as soon as possible, but no later than September 20, 2024.
Sincerely,
Consumer Affairs
American Family Mutual Insurance Company, S.I.
*************************Customer response
09/18/2024
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.
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.
**** American Family needs to agree to provide my coverage for Insurance for 3 years, assuming no more claims. This because when I inquired with another Insurance company, they will not accept me as a customer, because I had a claim. It is an unacceptable practice to essentially collude to blackball customers from coverage, simply for using the insurance validly that they pay premiums for.
Hi ****, could I have some clarification on the meaning behind your response, here is an excerpt from what you sent, the frequency of your loss history is significantly higher than that of our average customer. Our experience indicates that customers with frequent past claims are more likely to file additional claims in the future. There were two claims due to two separate storms. My question to you and American Family is: was I not supposed to submit claims when necessary, i.e. the reason we have insurance. Because based on this, it appears that you expect the Insurance Company to collect regular payments but not have to pay out on claims, or otherwise the customer is dropped?
So is this the following an alternative scenario?
If the claims and mother nature had been 12 months or 24 months apart, then I would still have coverage? What is the interval where I would have still been covered by insurance, so that I can understand this better?
This is .14 claims per year that I have been under American Family. Your average customer has less than .14 claims per year? ie. 2 claims divided by 14 years. Because what you said in your email was that we have significantly higher loss claims than your average customer. Can you confirm and support please.
Thanks
Regards,
***************************
Regards,
***************************Initial Complaint
09/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I filed a hail/wind damage claim for the roof of my house with American Family Insurance Company on 5/15/2024 for a loss date of 7/21/2023. The insurance company had its field adjuster inspect the roof and denied the claim by stating the roof damage was not caused by hails. The insurance company alleged the roof damage was blistering caused by mechanical failure and lack of maintenance. I have two different roofing companies with well established business in ******** inspect the roof before and after the first claim denial. Both said there is clear evidence the roof damage is caused by hails and the insurance company should pay for the roof ***lacement. The vent caps on the roof are all heavily dented by hails. There are hail impact marks on the rain gutters. The shingles have hail damages but the insurance company insists those are blistering despite both roofing companies say they are hail damage. The field adjuster and the first roofing company *** were arguing on my roof during the inspection because they disagreed with each other on the cause of the damage. The second roofing company was recommended by the insurance company agent and its *** stayed away from the field adjuster during re-inspection because they don't want to disturb the existing working relationship with the company. The outcome of the re-inspection is the same denial of the claim. It appears the insurance company field adjusters have been instructed to deny claims as much as they can by documenting hail damage as non hail damage. This company collects top premium for the policy but deliberately avoid fulfilling its obligation paying for damage.Business response
09/03/2024
September 3, 2024
BBB if Wisconsin
RE: Complaint File Name: *********************:
Thank you for making us aware of the comments from *********************. American Family Insurance Company received similar comments from the Colorado Department of ******************* (****) on August 27, 2024. A response will be provided to ********************* and **** by the Department's specified due date of September 16, 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
*************************Customer response
09/03/2024
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.The business did not provide a solution in the response. Instead it states a response will be given by a future date of 9/16/2024. Please keep the complaint case ID ******** open until the business resolve the subject of the complaint properly.
Regards,
Chi-*****************Initial Complaint
08/20/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
My homeowner's insurance provider Connect Family Insurance contacted my wife via email stating they had not received payment for our premium due on 7/28/24. I contacted my mortgage provider *************** who stated that Connect Insurance was mailed a check on 7/19/24, and Connect Insurance cashed the check on 7/29/24. I promptly called the insurance company to inform them and provide the check information. On 8/6/24 our payment still had not been credited so I called our mortgage provider (Chase ***** who then faxed a copy of the cashed check to Connect Insurance. My wife called the following week to follow-up and Connect Insurance acknowledged receiving the fax of the cleared check, but they asked for 7 days to process the payment. It has now been 23 days since Connect Insurance has cashed the check, but they have not yet credited the payment to my policy. I have emailed their customer service and received no response. My wife and I each have called them multiple times in August to resolve the situation. Connect Insurance continues to ask for additional time to resolve the matter and they refuse to send us something in writing confirming our premium was paid. This is unacceptable and I expect Connect to update their billing showing my premium is paid and I expect to receive confirmation of payment in writing.Business response
08/21/2024
Thank you for sending the complaint, which we received on August 20, 2024. After review, it was discovered,that the listed complainant is not a policy holder of ours.
Please reassign to Homesite Insurance Company (HCT)(NAIC 17221).
Please remove this complaint from American Family Connect Property and Casualty Insurance Company and assign to American Family Insurance.Customer response
08/21/2024
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.Connect Insurance cashed the insurance payment check from my mortgage provider Chase **** on 7/29/24 for the policy term 7/29/24 - 7/29/25. Chase **** faxed them a copy of the check on 8/6/24, which they have acknowledged they received. It has been 3 weeks since they have received proof of payment and they are so incompetent that they still cant figure it out, which is why I have been forced to contact the BBB. Thank you for your assistance.
Regards,
***********************Business response
08/21/2024
American Family Mutual Insurance Company, S.I.
6000 American Parkway
*******************
August 21, 2024
BBB of *********
*************************************************************************br>*******************
***********************************************
Re:
BBB File Number: 22168271
Complainant name: ***********************
To Whom it May Concern,
Thank you for contacting American Family Mutual Insurance Company. S.I.. In review of the above-mentioned complaint, it is related to an American Family Connect Property and Casualty Insurance Company policy. I forwarded a copy of the complaint to CONNECT, powered by American Family Insurance for handling.
Sincerely,
***********************************, Consumer Affairs Manager
American Family Mutual Insurance Company, S.I.
6000 American **************************
Phone: 1-800-MY AMFAM ***************),
E-mail: *************************
Fax: **************
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Contact Information
Customer Complaints Summary
289 total complaints in the last 3 years.
135 complaints closed in the last 12 months.