ComplaintsforAmerican Family Insurance
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/20/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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
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
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 webBusiness 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
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
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
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
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 riderBusiness 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
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,
***********************Initial Complaint
05/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Well there's a lot to the story but I'll do the best I can for now I got an accident with my car hit something in the road I took it to a body shop to get estimates and the insurance offered me to take it to one of their preferred shops because they said it would be guaranteed so I did upon taking it into their shop I explained to them what had happened what was wrong with my car after the accidents which was my car was pulling to the side and something was messed up on the wheel cuz I could hear making noise after the fact but plastic pieces underneath were broke My wiring harness was broke All three of my radiators got bent My front bumper got messed up on the bottom of the bottom bumper My whole exhaust underneath got messed up so I get it back and there's a bunch of pieces missing that were on there before factory bunch of bolts missing I counted at least 13 of them missing from the holes My hood was not properly adjust it don't close right anymore and there was nothing on every wrong with that that didn't happen in accident they did that at the shop My heater was functioning properly before I took it to them which is not now I told him about it cuz that's part of the radiator radiation system and they didn't fix my wheel that got damaged in the accident and that's the lowest part of the vehicle and they're telling me that it wasn't damaged in the accident which is a lie it was because I was driving my car to work before the accident and I cannot drive my car now even after getting in it back from the shop I have called the insurance suggest from multiple times and he says he can't see nothing wrong I sent him pictures which clearly are marked and circled and explained what's going on and he tells me he don't see nothing wrong okay so but they're totally is something wrong I also contacted the shop on numerous occasions and they keep telling me that they were going to fix it and call me back and I can't have contacted them every weekBusiness response
05/30/2024
May 30, 2024
Better Business Bureau of *********
**************************************************************************************
RE: Complaint File Name: *************************:
Thank you for making us aware of the comments from *************************. American Family Insurance Company received similar comments from the ******************* of ******************* (****) on May 30, 2024. A response will be provided directly to ************************* and **** by June 19, 2024, as requested by ****.
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
05/30/2024
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,they have been saying the same thing for 2 months and nothing has not been done they tell me they are gonna fix it then they don't get back and refuse to fix the damaged wheel that got damaged that is the lowest part of the car it messed up the exhaust witch is tucked well up under the car which is the highest part of underneath
*************************Business response
05/30/2024
May 30, 2024
BBB of Wisconsin**********************
*********, WI 53214
RE: Complaint File Name: *************************:
Thank you for the additional correspondence from *************************. As indicated in our prior correspondence, American Family Insurance Company respond directly to ************************* and CO **** as soon as possible but no later than June 19, 2024.
Thank you for your understanding.
Sincerely,
*****************************
Associate Consumer Affairs Specialist
American Family Insurance Company
*************************
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Contact Information
Customer Complaints Summary
283 total complaints in the last 3 years.
133 complaints closed in the last 12 months.