ComplaintsforAmerican Family Insurance

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/1/21, I had a bad water leak in my house while I was at work. the water caused significant damage to my house. I arranged for the water evac and mold abatement company to come in, who tore my house apart. Now the insurance company will not issue me funds to begin repairs. I phoned almost every day. I received two return phone calls with vague responses saying I was approved, but no funds. My insurance agent says they have no control over their claims department. I've had to cancel holiday travel plans for my family because my house has been inhospitable.

  Business response

  12/07/2021

  Response attached.

  Thank you for your letter dated November 30, 2021. Please allow this to serve as American Family Mutual Insurance Company, S.I.s (herein after American Family) response to complaint number 16189470.Our understanding from the details of the complaint, is that the Policyholder is experiencing frustration surrounding the repair payment timeline.American Family confirmed that the claim was filed on November 1, 2021 and water mitigation began on November 2,2021. On November 12, 2021, once mitigation was nearing completion, an onsite inspection was completed to evaluate the damages. On November 22, 2021, the estimate for damage repair was reviewed for accuracy, and an actual cash value payment was issued to the policyholder in the amount of $4,374.72 via electronic funds transfer.American Family completed a review and identified that the payment as issued via electronic funds transfer was voided by the system with an explanation of payment was voided/stopped/expired before customer retrieved the payment. The payment system automatically issued a paper check on November 28, 2021 after the electronic funds transfer cancelled. It was then confirmed that the original payment was not received as the email address was incorrectly listed in the claim file. American Family recognizes this frustration. We sincerely apologize for the error and assure you this is not a common occurrence.As of the date of this letter, the actual cash value payment for repairs has been issued via check as explained.Payment for mitigation services is pending review of the estimate as submitted by ServiceMaster. Additionally, the policyholder has expressed concern for the elevated cost of electric bills while equipment was in use to mitigate the water damage. Payment for that additional expense is pending receipt of the utility **** for review.As of the date of this letter, American Family is of the opinion that the concerns as expressed have been resolved and the claim process is progressing forward. We will continue to process the claim as further information and documentation is received. 

• Initial Complaint

  11/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My parents are being treated unfairly and got taken advantage of by American Family Insurance.Many years ago, my father took out an insurance policy for our family home, My father was taken advantage of to take out a policy with a $5,000 deductible.At the time, I don't think my father had the mental capacity to really comprehend what that meant, because he was suffering from dementia.He passed away from Alzheimer's in 2015, but was sick for many years prior.Most people who interacted with him would be able to tell, even if they were not in the medical field.He was a gentle, sweet,loving man that would just agree to whatever people told him.After his death, my mother who is 84 years old, and wheelchair bound, kept the policy for which they been paying for years upon years, and they never filed a claim.In 2021, with all the severe weather in Chicago, we noticed our ceiling was leaking and it got total water damage, and the carpet got ruined as well.It turned out there was damage to our roof, there was a hole in the roof.We called American Family Insurance who told us we had to pay $5,000 out of pocket for the deductible, and the damages were just over 4 k, and they threw a tarp over the roof.My mother lives off of a fixed income from SS, which is a very low amount, and has no other assets whatsoever.Then a few months later, due to the snow storms, the fascia/ wood and gutters all fell off the side of the roof, and landed in our neighbors gangway.We once again called American Family Insurance, who sent out someone to take pictures of the roof.We called like six different roofing companies to see how much it would cost to repair the roof, and they all said the same thing, that we need a new roof, it was beyond repair, and that we really needed a new roof.So finally, a family member,helped her financed the roof for 12 k, and now they refuse to help us get some of that money back, and they discontinued her insurance as well.

  Business response

  12/02/2021

  Dear *******************:

  Please see the attached response to this complaint. 

  Dear *******************,I received your recent letter to American Family Mutual Insurance Company, S.I. (herein after American Family)requesting information on the claims referenced in the complaint. Thank you for the opportunity to respond.The complaint states that the complainant feels that their parents were being treated unfairly and got taken advantage of. It was felt that the complainants father was taken advantage of to take out a policy with a $5,000.00 deductible.American Family has reviewed the claims on the policy.The first claim was for water seeping into the attic. The Date of Loss (DOL) reported was September 12, 2020. The claim was reported to us on September 14, 2020. The claim was reported by the insureds daughter. The daughter reported that the ceiling tiles in the living room had been damaged. The insureds daughter was contacted, and an inspection was scheduled. The adjuster inspected the damages and wrote an estimate for the wind damage to the roof and the interior damage. There were eight (8) wind damaged shingles. The roof was determined to be repairable.The policy owed for the direct physical damage. No hail damage was found in our inspection. The estimate also included the repairs to the interior. The adjuster reviewed the policy, and that the policy deductible was $5,000.00.The adjuster discussed the estimate and settlement with the insureds daughter. The insureds daughter was informed that the cost of the covered repairs did not exceed the policy deductible of $5,000.00 and therefore, no payment could be made. The adjuster followed-up with a below the deductible letter and a partial denial letter for deterioration found on the chimney.The second claim on this policy was reported on March 6, 2021 for Winter weather damage with a DOL of March 4,2021. The claim was reported by the insureds daughter. The daughter stated that there was a hole in the roof and thought that the roofer had done a bad job. There was no reported damage from wind or hail on this claim. The daughter further stated that water came into the interior of the house from an ice storm. The adjuster noted that the prior claim had addressed a ceiling repair and carpet replacement regarding interior damages. The insureds daughter was contacted and advised that if the interior damages were overlapping and not repaired since the last claim, we would not be able to provide coverage for those items. The daughter lastly advised that there was gutter damage.The adjuster stated that there was potential coverage for the gutters but informed the daughter that the damages would need to exceed the policy deductible of $5,000.00 to provide a payment. An inspection was completed on the property. The new damages found from this DOL was damage to the right elevation gutter, drip edge and fascia.When the gutter and fascia fell, it damaged the fence below. The adjuster wrote an estimate for the covered damages and the insured was emailed the estimate and advised that the covered repairs did not exceed the policy deductible.The insureds daughter called and was upset that the insured had a $5,000.00 deductible. The daughter advised that they replaced the roof, they financed the roof and wanted reimbursement for the roof. The claim file was reopened for additional investigation. The daughter noted in a conversation with the claim adjuster that they had been told that if they got the roof done, we would give them $7,000.00. The daughter could not inform us of who had stated that.Upon review of the claim file, we could find no notes of this commitment. The adjuster informed the daughter that,regrettably, no further payment could be made for the roof. The claim was re-closed.American Family Mutual Insurance Company, S.I. and its Operating Companies, American Family Life Insurance Company **** American Parkway, ********************* Upon receipt of the complaint, we reached out to leadership to review the claims. We had a Claim Manager review the claims. The manager confirmed that the damages, as noted above were accurate. The policy coverage and the policy deductible of $5,000.00 was confirmed. The manager also noted that the adjuster did speak with the agent who advised that the deductible was $5,000.00 due to the condition of the roof. The manager stated that the main reason the insured was likely informed that the roof replacement was necessary, was due to wear, tear and maintenance issues, not due to covered damage under the policy. The adjuster had this conversation with the insured several times.Regarding any concerns the complainant may have about American Family's claims process, and the agents role in the process. A covered loss is submitted and handled by our claims department. While agents may help in the filing of the claim or help an insured communicate with the claim department, the agent does not have the authority to research or payout on a claim, as this is a process specifically handled by our claim adjusters.In response to the complainants statement that the insured was being taken advantage of by having a $5,000.00 deductible on the policy, we reached out to the agency to gather information to respond to those concerns. The agent was saddened to hear of the dissatisfaction with the policy. The policy was approved with a high deductible. At the time, the reasoning was thoroughly explained to the insured. The insured conveyed their understanding as they stated they were having trouble finding coverage elsewhere. The agent stated that neither the agent nor the agency received a request to lower the deductible, nor were they made aware that the roof was fixed prior to the claim. The insureds daughter was aware of the policy deductible for the first claim and could have contacted the agent at any time prior to the second claim to discuss the lowering of the deductible. The insureds daughter did not request a change after the initial claim. Since we do not have any documentation that the complainant has ***** of ******** (POA) for the insured, we are unable to provide any more specifics regarding this situation in this response. If the insured would like additional information, from the agency, they should contact them directly.Regarding the insurance being discontinued. Again, the complainant has not provided a POA on these claims.Therefore, we are unable to provide any specifics on the discontinuation of the policy.Thank you for taking the time to contact American Family about this matter

   

  Sincerely,

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

• Initial Complaint

  11/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  American Family Home Owners Insurance Claim # ***********-01 10/26/2021 We had waste water damage in our basement which caused water to be detected in our drywall. The real crux of the situation is that after testing for asbestos which Am Fam covered and detected we will be unable to repair the walls and floors due to the fact that asbestos removal is not covered. I have tried to communicate this fact to three manager / adjusters. In order to use the money we are getting we first have to come up with enough money to do abatement ourselves and based on initial guesses from asbestos companies could be around $8000 but again that is not a hard number as I have said. We do not have that kind of money to pay for abatement in the way it is required here in ******** legally. Having experienced asbestos abatement before we know that any disturbance to walls requires a very complete and complex abatement of the area, walls, and ceiling to be safe and legal and by a professional company which cannot take short cuts. It is a lot of money to us to suddenly have to pay but very little, almost inconsequential to American Family. Yes we could use our settlement money to try to pay for the abatement but then what is left to fix the walls? So again we are left without our walls repaired in either situation. We understand that American Family is not responsible for asbestos found in the regular course of living. We first found it upstairs in our home and payed to have it removed never even asking if insurance would cover BUT in this situation it was tested and discovered due to an act of god, sudden waste water incident and as my agent explained, those costs would be covered. We have not had a good experience thus far trying to figure out an extremely stressful situation in working with American Family and trying to get our home whole and returned to a safe state.

  Business response

  11/29/2021

  Good morning,

   

  Attached is the response to the complaint filed by ************.

  Dear *******************,Please allow this to serve as our response to complaint ********. Thank you for the opportunity to respond.The concerns of the complainant, our insured, are surrounding the asbestos coverage in the insureds policy. The insured explains we covered for the testing of asbestos, but we will not cover the removal of the asbestos.We received notice of the loss on October 28, 2021. We were advised that a drain had backed up, causing water damage to a bathroom.On November 1, 2021, we received notice that a contractor went to the insureds residence to assist with mitigation and cleaning the damaged areas.On November 2, 2021, we received notice from that contractor, that the insureds drywall had tested positive for asbestos.On November 6, 2021, the claim was assigned to our claim adjuster. The adjuster reviewed the claim and insureds policy. The adjuster found that the policy covered asbestos testing only. It would not cover remediation, removal, or clean up.The adjuster called and left voice messages with the insured and the insureds wife on November 8, 2021. The adjuster advised that the asbestos testing was covered, but abatement, removal, and clean up were not covered. A follow up email to the insured was also sent.On November 9, 2021, the adjuster called and left a message with the insured to advise of the asbestos testing coverage, but that the policy did not cover remediation, removal, or clean up. The adjuster was able to speak with the insureds wife to discuss mitigation of the damages and the asbestos coverage in their policy.On November 9, 2021, the adjusters manager spoke with the insured who was very unhappy that we would not be covering the asbestos remediation, removal, or clean up. The manager advised we work off policy language and the policy did not cover asbestos remediation, removal, or clean up. The insured was very upset.The insureds concerns were escalated to the claim managers branch manager. The branch manager reviewed the concerns, the policy, and the claim. The branch manager agreed with our denial of the asbestos remediation, removal,or clean up. On November 11, 2021, the branch manager sent an email to the insured to advise that the policy excluded the costs associated with clean up and removal of asbestos and that the coverage decision was correct.We have continued moving this claim forward, but have stood by our coverage decision to exclude the asbestos remediation, removal, or clean up. The decision is fair and aligns with the insureds policy language. The insured American Family Mutual Insurance Company, S.I. and its Operating Companies, American Family Life Insurance Company **** American Parkway, ********************* feels their Agent advised the asbestos remediation, removal, and clean up may be covered. However, we have spoken with the Agent and researched the claim. There is no documentation from the Agent showing the Agent stated it would be covered.I hope the information provided answers your questions. If you have additional questions or concerns, please contact the *************************** at ************************** Thank you again for contacting American Family Mutual Insurance Company, S.I.
  

  Sincerely,

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

  Consumer Affairs Advocate

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

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

  Customer response

  11/29/2021

  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 

  
  

  Once again we are aware of the coverage of our policy. Asbestos removal is not covered. However in this case our home and the needed repairs cannot be done without asbestos removal.  So in order to make our home whole and actually repair the damage due to water that is covered the asbestos must be moved by a professional company as per Colorado State Law.  We do not have the savings of $8000 sitting around I order to pay for this so the walls can be repaired.  So unless this is covered the walls will not be repaired and thus the insurance company is not fulfilling their legal obligation to make our insured home livable and safe once again.  American Family is trying everything they can to get out of paying to help a long time insured customer and home owner.  There are areas of grey in this situation which American Family refuses to see due solely to their bottom line. As things stand American Family is an uncaring, cold and unresponsive company which on one should trust.  They have not been fair despite their saying they are. Please take this as a warning to anyone looking for insurance of any kind. We will never be customers of their ever again.  

  
  Regards,
  
  *******************

  Business response

  12/01/2021

  Good afternoon,

   

  Attached is the response to the rejection.

  Dear *******************,Please allow this to serve as our response to complaint ********. Thank you for the additional opportunity to respond.The concerns of the complainant, our insured, continue to surround the asbestos coverage in the insureds policy. The insured understands that we covered for the testing of asbestos, but disagrees that we will not cover the removal of the asbestos.On November 29, 2021, we provided a letter to the BBB of ********* that explained in detail why we will not cover the removal of the asbestos. To reiterate, the insureds policy covers asbestos testing, but abatement, removal, and clean up of the asbestos are not covered. The fact that the insured needs to do the asbestos removal before the home repairs can be completed does not change the coverage under the policy. The insureds concerns were taken very seriously, and reviewed at multiple levels of management. All agree that the abatement, removal, and clean up of asbestos are not covered per the insureds policy.We have continued moving this claim forward, but have stood by our coverage decision to exclude the asbestos remediation, removal, and clean up. We apologize that this is not the outcome that the insured was hoping for, but the decision is fair and aligns with the insureds policy language.The coverage in the insureds policy is clear. There is no grey area. Therefore, we do feel we have explained our decision in detail, and we will no longer be responding to the insureds concerns on this asbestos abatement, removal,and clean up issue.I hope the information provided answers your questions. If you have additional questions or concerns, please contact the *************************** at ************************** Thank you again for contacting American Family Mutual Insurance Company, S.I.Sincerely, 

   

   

  Sincerely,

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

  Consumer Affairs Advocate

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

  ************************* 

  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.
  
  I have a warning about a personal experience with AMERICAN FAMILY INSURANCE.  DO NOT TRUST THIS COMPANY.  THEY ARE ONLY ABOUT 1 THING.....PROFIT. 

  How can I say this?  Some facts...profit........$**** billion in 2020.  Moving up the fortune 500 a whopping 22 spots!  

  How ?  They say because of a focus on customer satisfaction!  I say it is how they treated my family multiplied by the ****s of customers they have screwed.  

  
  

  My wife and I have made....

  
  

  At least a dozen phone calls to 3 different "manager" levels

  Sent emails (probably *****) to my agent, those "managers" and the BBB.  

  They now have said we will not respond to any complaint made via BBB.  WOW.  

  
  

  American Family employing an army of administration consistently has denied our full claim and been extremely unsympathetic, uncaring, and cold to our situation even answering the BBB com[plaint with a totally new person so as to protect their name / profits.  

  
  

  
  

  Here is our situation in a few words.  

  
  

  Flood Damage in basement.

  Discovery of Asbestos (which they do not cover)

  Settlement to cover only the repair of about $10,000

  Various quotes from local business people say it will cost $8000 for the abatement and $8000+ depending on some details 

  So if we use the $10,000 settlement we are about $6000+ short on funds to fix the basement.  

  We can't fix the walls until it is abated.....no one will touch it due to ******** laws.  

  So does the average family covered by AMERICAN FAMILY have over $6000 during a pandemic to fix all this?  We don't.  I would guess many other families would not either.  

  So our choices come down to just get rid of the asbestos but leave walls either partially fixed....cut but not patched likely or nothing at all in both situations my family is at risk of mold and environmental danger.

  AMERICAN FAMILY DOES NOT CARE AND ONLY SAYS WE DON'T COVER ASBESTOS NO MATTER WHAT.  

  This is a unique situation where the core issue cannot be fixed without the asbestos being handled.  

  AMERICAN FAMILY.....a **** BILLION dollar company in 2020 would rather waste a ridiculous amount of my time, lose me as a customer, and refute any complaints than cover about $6000 so my family and I can have a safe and fixed home again.  

  
  

  
  

  **** Billion > $6000 and a customer who has been helped.  

  
  

  Yet here are slogans they ***** about....

  
  

  
  

  We're Here to Support Your Dream

  Keep your dreams moving forward with these inspiring stories, tactful tips and motivational content thatll guide you along the way.

  
  

  PLEASE LEARN FROM OUR MISTAKE!  DO NOT GET AMERICAN FAMILY INSURANCE.  

  
  

  Your home is uniquely yours shouldnt your homeowners insurance be, to

  Regards,

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

• Initial Complaint

  11/18/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called to get a quote on insurance. I was told to pay $88.93 and then I would get an email explaining the policy I was purchasing. I never received the email and when I called they said they will not give me any information about any policies until I pay them an additional $445. THIS IS A SCAM. Now they refuse to refund my original payment because I have to have a “member ID” for them to credit it back. But they refuse to give me a member ID.

  Business response

  11/24/2021

  November 24, 2021
  
  Attached is response from ******* ********* ******** **** ***** regarding the grievance filed by ******* ****** 

  In review of company records, Midvale is unable to locate any record of a policy (either in force or expired) for the above-named complainant; however, the company did find record of a quote from 8/28/2019 (***** ***************). The quote was not officially bound due to a denial of a policy by underwriting, which was based on the acquired Motor Vehicle Report (MVR) showing the operator incidents exceed company thresholds and the driver’s license for the complainant was surrendered or suspended. It has also been confirmed that no premium payments were collected for the quote; therefore, there is no premium to refund to the complainant. Should the complainant have any other information which they feels supports their request for a refund they may submit this to company for review. Should you have any questions or concerns about this response, please contact me. 

   

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

  
  

  Customer response

  11/29/2021

  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.
  
  The company called me back and the “lab coverage agent” issued a refund of my initial payment. Obviously someone is lying here. I spoke with my fellow coworker who also paid an initial payment and they said they are unable to give him any assistance as well. This company should be shut down
  
  ******** ******* *****

• Initial Complaint

  11/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was supposed to have my home owners insurance canceled as of June 2019 and I never received the remainder pro rated for that year and my mortgage company continued to pay out to this company for 2020 and 2021. When I found out through my mortgage company in 2020 that it had not been canceled, I called and emailed to get it refunded. They also charged me again through my mortgage for 2021 coverage. I did get a refund back for the prorated amount of $263 for the rest of 2021, but I need to be refunded back to June 2019. I have been emailing and calling since August of 2020 and not a single person has helped me. This is beyond ridiculous and I have wasted so much of my own time and energy and it has been stressful for so long, that I now feel like I should also be compensated for my time as well. Here is just one of the emails: My policy on the home at ******************************** should have been canceled on 6/4/19. I wasn't aware that I was still having money paid to you from my mortgage company. It looks like I did call in to cancel, but it wasn't ever canceled. The following payments were made to American Family:> 1/8/19 644 > 1/8/20 663 > 1/8/21 756 >> I signed up with Auto Owners insurance on 6/4/19 and have attached those documents. I would like to have a refund in full for the payment taken in 2020 and 2021 and a prorated amount for the amount paid in 2019. Let me know if you need any other documentation. Thank you.

  Business response

  11/17/2021

  November 17, 2021
  
  
  RE: Complaint File Name: ******* Phillipps:
  
  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 ******* ******** no later than November 29, 2021.
  
  Sincerely,
  
  
  
  *******************
  Consumer Affairs Advocate
  American Family Insurance Company
  American Family Mutual Insurance Company, S.I.
  *********************
  *************************

• Initial Complaint

  11/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It's been A month my truck got shot up 3 windows busted out 10/09 I pulled up to sleep in my truck cause I'm homeless i pulled up around 7 or 8 pm all I remember it was dark i got out my truck to reach fly my pillows and blankets when I had A feeling to look up when I look up 3 man with black hoodies shooting at my truck I ran jump into driver seat and back out fast but they got my truck I reported this to the police and American Family insurance had A conversation with me they think I'm lying about my truck the tried to quote my truck for ***** I told them that's not correct so I talk to Maaco the quote my truck for ***** in damages so A week later I get A call from Briana * that's handeling my case she told me she not on my case anymore that someone will be calling me it snowed rain inside my truck so I called yesterday 11/10 I ask who my case manager is? They told me no one but Briana * they also told me I'm up for An investigation they think I'm lieing cause they don't want to pay me ***** I contacted A supervisor yesterday 11/9 they taking their time the did this before with them they didn't want to pay I waited 6 months this is unfair they accept my money but don't want to fix my truck I need help I want them to pay my money I have people waiting to fix my truck they don't accept American Family Insurance this is the best company I know he could fix my truck as soon as I ask them to send the money this issue came accross I should not be under investigation please help

  Business response

  11/16/2021

  Please find attach the response to Faliesha ******* complaint ********

• Initial Complaint

  11/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  November 2nd, 2021 Contacted American Family Insurance last week to cancel the auto payment of my policy so I could pay it a few days later when my husband gets paid and they did not and now my bank account is negative the payment and an overdraft fee. I made contact with American Family Insurance as soon as I saw my bank account negative and they say that they can't do anything for days. I spoke with someone named **** last week and ***** A today. **** told me last week that it was canceled and I was free to pay it on November 4th with no issues.

  Business response

  11/03/2021

  November 3, 2021
  
  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 directly respond *********************** no later than November 10, 2021.
  
  Sincerely,
  
  
  
  *******************
  Consumer Affairs Advocate
  American Family Insurance Company
  *********************
  *************************

• Initial Complaint

  09/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After being the victim of a car jacking I expected my insurance to guide me through the process and assist me with getting into a rental. This is why I pay them $300+month and what any fully covered insured person would expect. If I wanted to cover these costs myself or deal with calling every enterprise car rental in town to locate an available car I would settle for basic insurance. Obviously being a victim of an armed robbery I would expect some understanding and special consideration given the fact that all my identification and personal debit/credit cards were stolen at the time of the incident. I am fully aware that enterprise rental car has to follow polices with regards to identification and incidentals but under the circumstances I would think my insurance would be in contact with someone of enterprise management to request they make an exception. My coverage covers a rental and does not specify that if you are robbed of all identification that you are just out of luck.

  Business response

  09/27/2021

  
  Jordane Cresson,Claim Customer Advocate

  *************************** Parkway

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

  
  September 27, 2021

   

  *******************
  BBB of *********
  *****************************************************************
  
  
  Re:
  CompanyName/NAIC number: American Family Insurance Company;

  NAIC Number 10386

  Complainant name:                    *******************************
  Complaint number:                     15889388
  
  
  
  Dear *******************,
  
  Thank you for your letter datedSeptember 22, 2021. I appreciate the opportunity to address the concernsexpressed by the complainant.
  
  On September 17, 2021 our insuredwas the victim of a carjacking and the insureds drivers license,identification, and credit cards were stolen with the vehicle. We advised theinsured of our partnership with Enterprise Rent A Car (ERAC). When the insuredattempted to pick up the rental vehicle, ERAC would not provide the insured arental vehicle as the insured did not have a drivers license because it wasstolen in the theft. ERAC will not rent a vehicle to anyone without a license.
  
  The issue was escalated tomanagement to see if there was anything further we could do. However,management searched and found the insured did need a license for ERAC and allother rental companies researched to obtain a rental vehicle. The managercalled the insured on September 20, 2021. The manager was unable to reach theinsured directly and did leave a voice message advising that ERACs policy doesrequire a license and that we would be willing to work with any rental companythe insured could find. The manager advised that the insureds policy wouldcover Uber/Lyft charges and that the receipts could be submitted to us forreview up to the insureds daily rental limits. The manager left contactinformation and asked for a call back from the insured to discuss further.
  
  On September 22, 2021, we receiveda call from the insured advising that Hertz had agreed to work with the insuredwithout a license. We set up the Hertz reservation and reviewed rentalcoverages with the insured.
  
  The drivers license requirementpolicy is that of the rental vendors and not of American Family InsuranceCompany. We did try to see if ERAC would rent without a license and they wouldnot. We researched and were not aware of any rental vendors that would rent acar without a license. We also tried providing additional options, like Uberand Lyft, for the insureds unique situation. At this time, the insured has receivedapproval to work with Hertz and has gotten into a rental vehicle.
  
  I hope the information providedanswers your questions. Thank you for taking the time to contact AmericanFamily Insurance Company about this matter.
  
  Sincerely,
  
  Jordane E ***************************** Claim CustomerAdvocate
  
  AMERICAN FAMILY INSURANCE COMPANY
  6000 American Parkway, *****************
  Phone: 1-800-MY AMFAM***************), ext. 13053
  E-mail: ****************
  
  
  Cc:
  Consumer Affairs

  Customer response

  09/29/2021

  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.
  
  [Please type your response here.]
  
  This response neither addressed my concern or rectified my complaint. I am alleging false advertising on the part of American Family Insurance and with regards to them being able and willing to get me back on the road using their close partnership with Enterprise Car Rental. The American Family Insurance website is false leading and neither American Family Insurance nor Enterprise car rental were willing to work to accommodate my needs or assist me with getting back on the road after being the victim of an armed robbery. I personally had to secure my rental and at no help from America Family Insurance . Please be advised that upon further investigation it was brought to my attention that while Enterprise was in a contract with America Family Insurance that they actually lose out on money when securing an insurance related rental. Enterprise can rent a vehicle at a much higher daily rate to those individuals securing a vehicle outside of an insurance claim. To put it frankly Enterprise would be more likely to rent outside of their contract with American Family Insurance because they are able to secure a rental at twice the amount if not more through individual parties and I believe this to be the reason my situation did not take president and why I was unable to get any type of manager discretion or approval.As I stated in my previous complaint no where did I read anything about American Family Insurance not being able to secure a rental in my behalf if I was for whatever reason suddenly without my physical DL or Chip recognized Credit Card at not fault of my own. I ultimately secured the transportation without the assistance of America Family Insurance. Yes, America Family Insurance did input a physical reservation for me at my request and on my behalf. But at no time did American Family Insurance or Enterprise use their close relationship to assist me on getting back on the road as advertised. I personally spent close to a week without a vehicle during a time that I was desperately in need of this service. I was falsely led to believe I could redeem these services during my time of need and that American Family Insurance would be there to assist me in securing a rental if and when the time presented itself. Not one person of management even though it was an escalated situation took the time to actually assist me in finding a rental or a resolution. I personally had to locate a company (Hertz) whom is also in contract with my insurance and request management discretion with consideration to my unfortunate situation that was in fact out of my control and due to an aggravated crime that was at no fault of my own. I pay my insurance in advance to handle securing my rental if ever a situation such as this would arise and they made no effort to do so. You can not simply respond that it was out of your control or due to Enterprise policy because I myself was able to get the transportation secured with a rental company that American Family Insurance is in contract with and with whom follows the same policy guidelines. Regards,*******************************

  Business response

  10/05/2021

  Attached is American Family Insurance Company's response to the complainant's concerns.

• Initial Complaint

  09/06/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Business repeatedly sends me junk mail, despite me being on DMA's do-not-contact list. I have never been a customer of this company. The letters are from an agent named Jeffrey Bass. That being said, I do not know this person and no agent should be contacting me. Please cease all communications to myself and my home.

  Business response

  09/07/2021

  September 7, 2021
  
  BBB of Wisconsin
  
  RE: Complaint File Name: ***** ****:
  
  The above 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 ***** **** by September 16, 2021.
  
  Sincerely,
  
  
  
  
  Consumer Affairs Advocate
  American Family Mutual Insurance Company, S.I.
  (800) 692-6326 X78932
  [email protected]

  Customer response

  09/10/2021

  [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:
  
  Company has put in writing that they will no longer contact me.   
  
  Regards,
  
  ***** ****
  

• Initial Complaint

  09/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was injured and had my vehicle TOTALLED by an American Family driver, they are refusing to cover anything stating it was my fault, HOW can I be at fault when I was hit from behind. And the adjusters response was to laugh at me, they NEVER EVEN SAW MY CAR. I WANT AMFAM TO TAKE RESPONSIBILITY FOR THE DAMAGES THEIR INSURED CAUSED, TAKE RESPONSIBIKITY FKR THE INJURIES SUSTAINED AND DO THEIR JOB. IF SOMEONE WOULD ACTUALLY COME TO SEE THE VEHICLES INVOLVED THEY WOULD KNOW THAT THIS IS INSANITY AND I WONT STOP TELLING EVERYONE HOW THEY ARE FAILING TO DO THEIR JOB

  Business response

  09/07/2021

  Dear *******************:

  Please see the attached response.

  Sincerely,

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

   

*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. ↩