ComplaintsforAmerican Family Insurance

• Initial Complaint

  01/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was hit by a driver with American family insurance on 12/9/21. I brought my car in immediately. The insurance refused to pay for the diagnostic after ***************************************************************************************** a timely manner. They cannot even answer simple questions about company policy. Refuse to give manager numbers and have me call back multiple times. I am looking into legal remedies, and I am writing reviews and writing letters to all my professional communities warning them not to use this company. Horrible customer service and unwillingness to admit fault or come to fair resolutions. Do not use this company.

  Business response

  01/13/2022

  January 13, 2022
  
  
  
  
  BBB of *********
  

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

  
  
  RE: Complaint File Name: *****************************:
  
  The attached complaint/inquiry was received today. We previously received a BBB Customer Review and an e-mail from complainant ********.  On January 12, 2022, a claims manager spoke with ******************** and I confirmed, via email, his concerns had been addressed.  This swerves as our response.
  
  Sincerely,
  
  
  
  *********************************
  Consumer Affairs Advocate
  American Family Mutual Insurance Company, S.I.
  *********************
  *************************

• Initial Complaint

  01/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  During the period of May 20, 2021, to Current, I tried to contact ************************* (Property Claim Field Adjuster, American Family Insurance) on his direct phone number, left messages, and unsuccessful in receiving a response. He was also unavailable or unreachable each time I called the American Family toll-free number when speaking with staff. On June 9, 2021, I sent an email to ********************* indicating three companies that came out to assess storm and water damage to my home. I forwarded estimates received by ***************** and ****************************** on June 21, 2021. Unfortunately, Compass Home Solutions had concerns and requested to meet with ***** to discuss damage to floors and interior, covered repairs, and to validate my policy coverage to help determine and provide a more accurate cost estimate for the project. Also, there were similar request made by other reputable home restoration contractors that came out to assess damage and not selected for the project. On July 13, 2021, I spoke with ******** (Insurance Claims Adjuster, Manager) and filed a complaint against ********************* due to his inadequate agent handling of my homeowners insurance claim. During our discussion, I shared that ***** agreed to meet with my chosen contractor if I would setup a time. This agreement however was unsuccessful and caused delays due to his unresponsiveness and lack of cooperation.I hope this matter is not a continuation of the unfair practices performed by American Family Insurance, which affected myself and other policyholders during the April ***************** the *********, ******** metropolitan area. During that time, the office of the ******** Attorney General warned the public through local TV news of American Family practicing bad faith tactics in minimizing, delaying, and denying policyholder claims. I ask for your cooperation in providing a thorough investigation of ************************************* and the American Family Insurance company practices.

  Business response

  01/06/2022

  Good morning,

  As stated in the attached response. American Family will not be able to respond directly to the BBB due to privacy laws but will be responding to the ** DCI.

   

  Sincerely,

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

  Consumer Affairs Advocate

  ************************ 

  Customer response

  01/06/2022

  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 appreciate American Family Insurance responding to my complaint in a timely manner. The company mentions the importance of respecting the privacy laws that requires them to protect the confidentiality of their consumers and others.However, the company does not allude the importance of delivering a superior customer experience (CX) as their top priority, as this would create trust and loyalty with its policyholders. It was essential in filing complaints with the Better Business Bureau (BBB) and ******** ********** of ******** &Insurance (MO DCI), due to the unethical practices performed by the American Family Claims Adjuster that seek to minimize and delay my homeowners insurance claim. I reject the response given by American Family Insurance and waiting for the results of the complaint filed with the ******** ********** of ******** &Insurance (MO DCI). 
  
  Regards,
  
  ***********************************

  Business response

  01/07/2022

  Good morning,

   

  Attached is the company response to the rejection.

   

  Sincerely,

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

  Consumer Affairs Advocate

  ************************* 

  Customer response

  01/11/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************************
  

• Initial Complaint

  01/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On oct 31 2021 I paid $141.51 for one vehicle I added a vehicle and I was charged and paid $242.69 for two vehicles next month I removed one vehicle and a credit was $113.47 they can not show me where this credit went. For my one vehicle I was billed and paid $129.22 for jan 1 2022 but its still not sign of the credit of $113.47 my policy ends Jan 31 2022 and if this is not resolved by then I will be terminating business with this company. I also asked for a printout explication of what the credit was used on and she said there is not one. I was told by another female representative from this office on dec 16 2021 that Id receive a check for the credit of $113.47 but that was not correct as ****** said on Jan 4 2022. I currently have covid and other health issues and this is causing more stress on my health mentally and physically. I would appreciate a phone call or letter via postal mail. I want my $113.47 put back into my account or a check for that amount sent to me asap. This is not fair.

  Business response

  01/05/2022

  January 5, 2022
  
  BBB of *********
  
  
  
  RE: Complaint File Name: *******************************:
  
  A complaint/inquiry regarding ******************************* 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 ******************************* by January 14, 2022.
  
  Sincerely,
  
  
  ***********************
  Consumer Affairs Advocate
  American Family Insurance Company
  *********************
  *************************

• Initial Complaint

  12/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2017 charger in 2018. Full coverage. Someone rear ended me november 22nd 2021.specifically told insurance I bought the car with OEM parts I expect parts to be replaced with OEM parts. They are refusing and putting after market parts because it saves them money. When I replaced my windshield on the car they replaced my OEM windshield with an OEM windshield how is body parts any different? My insurance laughed at me when I brought this to their attention. American family is a scam and clearly fraud people out of their money.

  Business response

  01/05/2022

  Good afternoon,

   

  Attached is the response to the complaint filed against American Family.

   

  Sincerely,

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

  Consumer Affairs Advocate

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

• Initial Complaint

  12/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I emailed my assigned insurance adjuster regarding a recent home claim. After several weeks of no reply I called him and left a message. Another two more weeks went by with no reply so I called the ***** number and was told he would contact me in 24 hours. After another week I contacted my personal agent. It took a few more days but he finally got a hold of the adjuster. When the adjuster finally called me he was clearly upset with me and very rude over the phone. I was able to get his supervisors number which turned out to be a waist of time as he just made excuses for his employees behavior. After finally getting my questions answered I was able to move forward with a contractor. My contractor is now having the same issues I had with poor customer service. They have not responded to my contractors emails or phone calls. All it takes is a simple returned email or phone call. We decided to go with AmFam because they are local and employ two of my family members but with this poor customer service we may be in the market for a new insurer. I was led to believe we are the customer and that's why we pay for their service. But they make you feel like an inconvenience to them.

  Business response

  12/22/2021

  Response attached. 

  Please allow this to serve as American Family Mutual Insurance Company, S.I. (hereinafter American Family)response to complaint ******** filed with your office. Thank you for the opportunity to respond to the concerns regarding the claim.The complainant expressed the following concern: The customer is dissatisfied with communication delays and response time from the adjuster.American Family apologizes for any unprofessionalism and delay in responding to the customer in a timely **************************************************** aims to provide the best possible service to our customers. The customer has been contacted by management and they have reviewed the customers concerns. Due to the experience of the customer, the claim has been assigned to a new adjuster and the customer advised they are satisfied with the new adjuster handling the claim.The customer was advised the adjuster was processing the information received from their contractor and they will be in contact once this review is completed.We take our customers concerns very seriously and again, regret any frustration, or inconvenience this situation may have caused them.Thank you for the opportunity to address the complainants concerns and if you have additional questions, please contact the *************************** at ************************** Thank you again for contacting American Family.Sincerely

• Initial Complaint

  12/06/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  ******* Construction LLC is insured by American Family Insurance. The policy number is GLP1059964. ******* Construction LLC did work on my house. They did a very poor job. All of the slabs on my house are cracking. I contacted American Family Insurance, and they just transferred me to a third-party company. The company did not respond to me at all. They did not respond to phone calls or emails. I believe it is the responsibility of American Family Insurance to deal with the third-party company, and ensure that my issue is fixed. I tried to make contact several times, and have emailed the third-party company that was supposed to take care of the issue. I never received a response. It has been three months. I hope I get help to resolve this issue. I cannot finish my house project until the slabs are fixed, and this will cost me even more money in the long-run. There is damage to slabs all over the house. I have attached some of the images of the damage, but there is not enough space to attach all of the pictures. I have also attached the contract with ******* Construction LLC.

  Business response

  12/16/2021

  Please find the attached response for complainant *************************.

  Thank you for your letter dated December 7, 2021. We appreciate the opportunity to review the concerns expressed by ************************* (complainant).The claim file reflects that the complainant filed a claim under the liability policy of ******* Construction LLC who is insured by the Midvale Indemnity Company.An investigation of coverage for the complainants claim was completed, and coverage for the damages to the slab foundation were denied due to the policy exclusion for workmanship. A denial of coverage letter will be mailed to the complainant in 1-2 business days.We recognize that there were delays in handling this claim which have been brought to the attention of Claims Leadership for further review.We apologize for any inconvenience and regret that a more favorable decision could not be made for this claim.

   

   

  Thank you,
  

  *******************************, Consumer Affairs Advocate  

• Initial Complaint

  12/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a claim just recently in October of 2021 to AMERICAN FAMILY INSURANCE because I was involved in a collision. My car was deemed a total loss and I was forced to rely on the insurance company to provide a rental car as stated in my policy. The company claims that it was not under their control that I was not able to receive a rental during the claim process. I asked if I can then get a reembuersement for that service that I never received and that I had paid for, They proceeded to tell me that it was not their problem and that they could not do anything about It at this time. I asked why didnt anyone let me know of any other options if any available to me. The lady ********************* was very rude and stated that their was no notes of me calling and asking for help or asking for any other options available to me. I have been a client of AMERICAN FAMILY INSURANCE since I was ************************************************************************************************************************* during this time. I would have appreciated some support instead of them saying it is not under their control that to me is bad business and frankly unacceptable when they are supposed to be a reliable part of someones life. I would please like to ask if you may be able to help me with this issue and if anything can be done. Thank you

  Business response

  12/10/2021

  Good afternoon,

  Attached is the response for 16201499.

  We have received the complaint submitted to your office by ***************************. American Family Insurance Company (hereinafter American Family) appreciates the opportunity to provide the following information.American Family was notified of this claim on October 15, ************************************************************************************* front of them. A rental reservation was made with Enterprise. The rental reservation and policy limits were explained to Complainant Valencia the same day.On October 21, 2021, American Family determined Complainant Valencias vehicle was a total loss. Contact was made with Complainant ******** the same day. Complainant ******** confirmed they were not in a rental vehicle at that time.On October 25, 2021, the total loss was settled with Complainant Valencia.On November 18, 2021, American Family attempted contact with Complainant Valencia to determine if a rental vehicle was obtained. Complainant Valencia returned the call the same day leaving a voicemail indicating a rental vehicle was not obtained.On December 2, 2021, Complainant Valencia contacted American Family expressing displeasure they never obtained a rental vehicle. Complainant Valencia indicated Enterprise did not have any vehicles available. It was explained,American Family had no control over the availability of rental vehicles and American Family was never notified of any issue with obtaining a rental vehicle. It was further explained, had American Family been notified, the rental reservation could have been switched to Hertz or Complainant Valencia could have utilized a rideshare. Complainant Valencia indicated they were not given alternate options when the Enterprise reservation was made. American Family indicated if they had alternate transportation receipts they could be submitted for review. Complainant Valencia confirmed they received rides from friends.The claim was reviewed in detail, as indicated above, American Family was not notified Complainant Valencia could not obtain a rental vehicle. If American Family had been notified, alternate transportation would have been discussed.We do apologize Complainant Valencia was unable to obtain a rental vehicle. If Complainant Valencia has alternate transportation receipts American Family will review for potential reimbursement. The rental reimbursement coverage applies when there is an actual expense incurred. Therefore, American Family cannot issue payment without receipts.I hope the information provided answers your questions. If you have further questions, please contact our ***************** at **************. Thank you.

   

   

   

  Sincerely,

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

  Consumer Affairs Advocate

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

• Initial Complaint

  12/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was involved in a car accident on October 30th, 2021 and the responsible party had American Family Insurance. After taking an ambulance to the hospital and receiving some treatment there and a few follow up appointments that my attorney at the time helped to accommodate I received a call from ************************* of American Family Insurance.I have a difficult time dealing with the phone calls that have become stressful when trying to discuss my claims as I am going through a ********* compensation claim with another insurance company as well as this accident claim with ****. I informed her that my boyfriend was in the room with me and was my attorney-in-fact to assist me in transactional matters such as these as I find it nearly impossible to do on my own due to the stress.**** started out sweet and kind and I felt perfectly fine answering her questions, however she began to become accusatory and raising her voice implying that I am lying to her. She asked me to speak on behalf of doctors I have seen and to answer physics and investigatory questions such as how much force is required to have collision transfer of dust particulates and how much force would be required to exacerbate injuries I had prior to the collision if the event recorder is not registering a collision. I am not a doctor, I am not a physicist, I am not an engineer or a mechanic, I am a hair stylist. When I began to cry **** kept pounding me with questions, my boyfriend stepped in and attempted to answer some questions for me as he was present that day and was in fact the driver of our vehicle that got rear ended. She immediately raised her voice at him telling him he was not permitted to answer or assist me.Ultimately we decided to hang up on ****, I was in tears and hyperventilating and she seemed to have no interest in treating me fairly. She had the only interest in harassing me and trying to get me to say something in error to use as a got you moment.I want this claim resolved not attacked.

  Business response

  12/07/2021

  Dear *******************,

  Please see the attached response to this complaint. 

  On December 6, 2021, our *************************** received the complaint which was filed with your office by ***********************. We appreciate the opportunity to respond to the concerns about the alleged poor treatment by our adjuster.The complaint was reviewed and researched by the Claims Manager. This review included listening to the entire recorded conversation which took place on December 2, 2021.The Claims Manager verified that our special investigations adjuster did not yell or treat Complainant ****** or their boyfriend in an inappropriate or disrespectful manner. When Complainant ******* boyfriend interjected during the statement, the adjuster reminded them that they were not to be involved in the statement; this was about Complainant ****** who was best suited to answer the questions.There was a time that both the adjuster and the boyfriend were talking at the same time and eventually the boyfriend stopped, as requested. Near the end of the recording the boyfriend interjected again and was talking at the same time as the adjuster who asked again that they not speak. The call was then disconnected from the complainants end.While we are sensitive to the fact that the circumstances surrounding this matter may have caused frustration, our review of the statement confirms this was handled appropriately and in good faith. It is always our goal to provide the best possible customer service and we regret that the complainant felt it was not met in this situation.Presently, the claim remains open and under investigation. Complainant ****** may reach out to their adjuster for additional assistance.

   

   

   

  Sincerely,

  *****************************, Consumer Affairs Advocate

• Initial Complaint

  12/01/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  I had my vehicle stolen in downtown *********** from my work. I tracked down my own vehicle and saw the thief run from me. He hit a van, a light pole, and a curb. Then proceeded to run for many many blocks. The police did it not do finger prints or anything due to an overwhelming amount of calls. Honestly felt very bad for them. The situation that I am in is because I switched over bank accounts and closed out my previous bank account. I did not switch over my insurance. I acknowledge I made a mistake but the insurance company canceled my insurance on November 11th when my payment was due October 23rd. The only attempt to notify me was a piece of mail that wasnt even certified. At the time of my vehicle theft my insurance had been canceled for 12 days. I did not receive an email to notify my truck insurance was being canceled, a text, or even a phone call. The day before Thanksgiving I was notified my insurance was canceled and I am on my own. I have been on autopay for OVER TWO YEARS WITH AMERICAN FAMILY. NOT A SINGLE LATE PAYMENT OR ONE ISSUE. How can companies preach customer service and they are here to help. The senior claim manager with American Family has been the most rude individual I have ever communicated with. The corporate American Family is saying the Agent can help and the Agent is saying its up to corporate. How can someone pay their payments for 2 years on autopay and then it gets returned for CLOSED ACCT so they send a letter and cancel my insurance without a sliver of effort to notify me.

  Customer response

  12/02/2021

  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 has done everything to avoid having a civil conversation that would allow for a fair resolution. This response is yet another side step in doing so. 
  
  Regards,
  
  *************************

• Initial Complaint

  11/30/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received unsolicited mail from American Family Insurance to my home mailing address. I don't recall signing up to receive mail from this company. I already used the website "https://www.optoutprescreen.com/?rf=t" to permanently opt-out of firms' offers of credit or insurance. There was no information to opt-out of this junk mail in the mail itself and I did my research online and I could not find a way to opt-out of receiving mail from American Family Insurance. I called their phone number at ************** and there was no way to opt-out by phone using their phone tree system. Thank you in advance for looking into this matter. I greatly appreciate your help.

  Business response

  12/01/2021

  
  
  
  
  December 1, 2021
  
  
  BBB of *********
  
  
  
  RE: Complaint File Name: *******************:
  
  The attached 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 Anton **** by December 10, 2021.
  
  Sincerely,
  
  
  ***************************
  Consumer Affairs Advocate
  American Family Mutual Insurance Company, S.I.
  *********************
  *************************

  Customer response

  12/02/2021

  [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,
  
  *******************
  

*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. ↩