ComplaintsforAmerican Family Insurance

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Initial Complaint
07/18/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My *** was attempted to be stolen, police report made, I reported the attempted theft to American Family. American Family sent a tow truck to tow the vehicle to a nearby collision shop that they work with. The car was declared a total loss. I was given a rental car. My policy allowed for $1300 total rental or $45 a day. I was contacted by the ***********************, AFICS ***** on behalf of Policy Underwriting Company Claim Adjuster Total ********** (APD). I accepted the settlement offer. I was told by **************** that they would not pay for a rental after July 15,2023, I returned the car. I am retired but also work for ********, when I returned the car I could not work. They did not care and I only had the car for twelve days or $540. My policy allowed $1300. They did not care and finally after numerous emails they allowed another rental for just 2 days. I got all the paperwork returned to the title company and was told that the title companies computer system was down and may not be up for 48 hours. This meant that my claim could not be finalized for that time period. The claim finally got finalized, payment was issued via direct deposit. In the notice I got that it would be 2 to 5 business days before I get the payment so I can get another car. On July 18, 2024 no payment received. I sent a text to the adjuster Bry H *************)and told that it would take 10 days to receive the money. I am in a serious situation as I told Ms. ****** I am 68, I have a potential infection in my foot. if the infection gets worse I will be septic and lose toes. As I told Ms. write I needed a rental to go to my Doctors appointment on Tuesday July 16, 2024, I received no response. Then without the rental or the check I could not get to my Urologist today since my MRI showed that I have a enlarged prostate and possible cancer. No response and once again a cancelled appointment. There needs to be something done with this type of treatment.
Business response
07/19/2024
July 19, 2024

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

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

Thank you for making us aware of the comments from *******************. American Family Insurance Company received similar comments from the complainant directly as well as the **************** of the ************ of Insurance (** OCI). A response will be provided to the ** OCI by August 7, 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
07/12/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
A recent encounter with American Family Insurance revealed troubling behavior that contradicts fairness and responsibility. A vehicle damaged by an insured party was mandated to be repaired using aftermarket parts, driven by a desire to reduce costs, disregarding the needs and safety of the affected party.American Family Insurances philosophy appears to prioritize profit maximization through premium collection and stringent cost-minimization when settling claims. This undermines trust and penalizes innocent victims. The insistence on inferior parts compromises vehicle integrity and safety.Rebranding to American Family Insultants would more accurately reflect the companys true mission: to maximize revenue at the expense of customer welfare. This name captures the essence of a company that values savings over ethical treatment, profits over principles, and expedience over excellence.While the pursuit of profits is fundamental, it must not come at the expense of fairness, quality, and ethics. The current strategies of American Family Insurance indicate a troubling disregard for these values. It is imperative to balance financial objectives with ethical obligations, ensuring claims are handled with integrity.As a 79-year-old, the undue delay in resolving this matter has caused significant hardship. The vehicle has been unusable for almost a month, with no resolution in sight. This prolonged inaction is unacceptable and has necessitated this letter.Acworth ***************** on American Familys preferred list, will not accept the estimate provided, exacerbating the issue and highlighting a systemic problem within the companys claims process.The practices of American Family Insurance necessitate an urgent reassessment to restore faith and confidence in its services. Without significant changes, the company risks further eroding its reputation and perpetuating the perception that it prioritizes savings over providing genuine support and quality service.
Business response
07/15/2024
July 15, 2024

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

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

Thank you for making us aware of the comments from *******************. It is a company goal to provide the best possible service to our customers. We have asked the appropriate department to research the concerns and respond directly to ******************* by July 26, 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
07/11/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I do not have a delinquent account, except for the ***** locked me out of my online account so I can pay my bill on June 26th. i made renters payment and then they locked me out so i can't make my car insurance payment, now making them able to cancel my account. i have been with ***** for over 40 years. no tech support will help. i have contacted them about 6 times and 4 times to my agent. they are not allowing me to make an online payment as i have done for YEARS. i don't want my car insurance cancelled. i have the money but they wont fix the payment online app. please help. they are ignoring me or they have AI running their apps and can't fix it. please help. *************************
Business response
07/12/2024

July 12, 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 17, 2024.

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

Sincerely,

Consumer Affairs
American Family Insurance Company
*************************
Customer response
07/13/2024
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.

Regarding car insurance ***** online app failures
July 13, 2024, 6:30 am
Due to a medical event, I was unable to pay on July 12. I am attempting to pay the bill by phone 7-13-24 and even though the ***** website says I can pay by phone 24/7, NOT one person is in the office and was told to call back during business hours.
The person I talked to yesterday never said that I would be unable to pay this bill on Saturday. I told her I had to get going for a medical appt. She never said anything. When I got up on Saturday to pay the bill,there was no help anywhere in the business by phone or computer online to pay my bill.
This seems to be a way to intimidate and hurt their customersreputation. And now they may cancel my car insurance.
*****************************
Business response
07/16/2024
July 16, 2024

BBB of Wisconsin

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

Thank you for making us aware of the additional comments from *****************************. It is a company goal to provide the best possible service to our customers. I have asked the appropriate department to respond directly to ***************************** as soon as possible. To protect our customer's privacy, a copy of the response will not be provided to you.

Sincerely,

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

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

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

Thank you for making us aware of the comments from *************************. It is a company goal to provide the best possible service to our customers. We have asked the appropriate department to research the concerns and respond directly to ************************* by July 10, 2024.

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

Sincerely,

Consumer Affairs Department
American Family Insurance Company
*************************
Customer response
06/28/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*************************
Initial Complaint
06/25/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On April 24, 2024 a tub of water drained into my kitchen causing damage to my kitchen. I immediately called my insurance agent ******************* for advise and he suggest that I find out the cost of the damage and if over $1,000.00 to file a claim. I called a plumber and got an estimate for $7,350.00 to replace the plumbing. I immediately called the insurance company and filed a claim. Everyone seemed like they cared. I was assigned an in-house adjuster named ***** and a field adjuster named *********************. ******* came to my home and took photos and told me what needed to be replaced. I also spoke with ***** several times from 4/26/24 and he advised me that I had very good coverage and everything, but the plumbing is covered under my policy. I had the plumbing replaced and tried reaching out to ***** several times only to get voicemail and no return calls. I tried calling him again only to be transferred to another in-house adjuster named ******* on 5/13/24 who stated my claim was denied and a letter was being sent to me. The reason was that there was evidence of continued leakage. I told her there is no way of knowing this unless the ceiling was opened up for no reason. It makes no sense because there was never any water leaking from the kitchen ceiling at all. I also told her based on what I was told by several American Family Insurance Reps the damaged ceiling was removed, light fixtures and part of my kitchen floor was removed and I have not had use of my kitchen. I eventually spoke with a supervisor named *********************** and she was supposed to review the call recordings and get back to me and today is June 25, 2024 and I haven't heard from her. I am upset that I pay into this insurance to protect my property and they have done nothing to help me. I pay for $240,000 worth of protection and have gotten nothing to assist with the damage in my home.
Business response
06/26/2024
June 26, 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 ********************* no later than July 10, 2024.

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

Sincerely,

Consumer Affairs Department
American Family Insurance Company
*************************
Customer response
06/26/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

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

Better Business Bureau of CO

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

Thank you for making us aware of the comments from *****************. It is a company goal to provide the best possible service to our customers. I have asked the appropriate department to research the concerns and respond directly to ***************** by July 3, 2024.

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

Sincerely,

Consumer Affairs Department
American Family Mutual Insurance Company, S.I.
*************************
Customer response
06/27/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Please type your response here.]

Regards,

*****************
Customer response
07/02/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Please type your response here.]

Regards,

*****************
Initial Complaint
06/20/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I was dealing with an agent ***********************. He has falsified insurance documents ******* a claim process. Stating we stopped contact using a different email tread then the one he was using previously to seem like we stopped communication a month prior. He has used unethical business practices, stall tactics, and violated our policy. We had asked for the recording and he refused so we requested all contact be over email. We have all the communication between arguing things we were told to verify but MO DCI. He refused to verify anything about our policy, he then threatens us stating the statute of limitations was coming up since it has been 2.5 month. But then when we asked what the limitations was he stopped responding. Then sent the emailed 3 weeks later stating we never responded.
Business response
06/20/2024

June 20, 2024

BBB of Wisconsin

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

Thank you for making us aware of the comments from *****************************. It is a company goal to provide the best possible service to our customers. I have asked the appropriate department to research the concerns and respond directly to ***************************** as soon as possible, but no later than July 1, 2024.

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

Sincerely,

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

BBB of Wisconsin

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

Thank you for making us aware of the comments from *************************. It is a company goal to provide the best possible service to our customers. I have asked the appropriate department to research the concerns and respond directly to ************************* as soon as possible, but no later than June 28, 2024.

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

Sincerely,

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

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

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

Thank you for making us aware of the comments from *******************. It is a company goal to provide the best possible service to our customers. I have asked the appropriate department(s) to research the concerns and respond directly to ******************* by June 28, 2024.

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

Sincerely,

Consumer Affairs Department
American Family Insurance Company
*************************
Customer response
06/19/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Please type your response here.]please provide me with the address of your legal department for the time being

Regards,

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

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

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

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

Sincerely,

Consumer Affairs Department
*************************
Customer response
06/19/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Please type your response here.] I have asked for the mailing address of your legal department. Please do do thank you

Regards,

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

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

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

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

Consumer Affairs
*************************
Customer response
06/20/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Please type your response here.] thank you the address. I have not been contacted by af as you indicated to the bbb. You have 1 star on here and thousands of complaints on the web. Wonder why

Regards,

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

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

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

Thank you for making us aware of the comments from *************************. It is a company goal to provide the best possible service to our customers. We have asked the appropriate department to research the concerns and respond directly to ************************* by June 27, 2024.

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

Sincerely,

Consumer Affairs Department
American Family Insurance Company
*************************
Customer response
06/25/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Please type your response here.]

Regards,

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

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