Complaints

• Initial Complaint

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am making a complaint about my experience with Connect powered by American Family. I selected this Homeowners insurance due to its affiliation with ******* It is my hope that making you aware of their lack of service will result in them meeting their obligation to restore my home from storm damage per the policy for which I have paid. In addition to failing to provide the insurance I paid for they have followed up this action by cancelling the policy. This being my first claim sends a clear message. They are willing to sell insurance but not provide it. A large part of my dissatisfaction relates to the contractor. I asked the adjuster to provide the name of more than one contractor from which to choose and was told there was only one contractor who had availability. It has been over 31 weeks since the damage and there numerous items remain unresolved. Please warn anyone considering this comany to look elsewhere. If you already have this insurance make the change before you need it.

  

  Business response

  04/07/2022

  Hello,
  
  Please see our attached response.
  
  Thank you.

  Customer response

  04/07/2022

  [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 

  Response to the response letter,
  To whom it may concern,
  Alacrity, the company hired by Connect by American Family contacted me about the issues with the contractor.

  
  The contractor is addressing the open issues but to date several significant items remain unresolved.

  
  Connect by American Family has contacted me and has agreed to review quotes I have personally obtained for work the contractor wanted to credit back in lieu of performing.  These quotes were sent at the time of this response, and I am awaiting payment.

  
  I was informed the cancelation of the policy was rescinded as stated in the response letter.  Per the call my storm damage was in the system twice.  Which they acknowledged was an error on their part.  I take this to mean two claims is grounds for cancelation.  No mention was made of how long I have been a customer or that I have never had a previous claim or that the damage was caused by weather.

  
  All of these actions happened after I filed complaints with the BBB and CostCo.  To anyone reading this you decide if this how you would like to be treated as a customer.
  
  Regards,
  
  *****************************

  
  

  

  Business response

  04/15/2022

  Hello, 

  Please see our attached response. 

  Thank you.

  Customer response

  04/18/2022

  [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 I can not comment on my satisfaction as my house is still not repaired 36 weeks after the storm damage. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I spent hours on the phone with AJ, the representative that assisted me in getting this homeowners insurance policy set up. During that time, we discussed the parameters of the insurance policy. She inquired about livestock, I said "we don't have livestock, but we have chickens". And apparently that was fine. I also indicated to her that I would like to know when the assessor would be out to assess our home, and she assured me that they would. Well as it would turn out they didn't. After the assessor ultimately trespasses our property, they leave a cryptic voicemail indicating they are going to cancel our policy if we don't call back immediately. Which I do, and I spend over an hour in their automated system getting cutoff/hung up on. So, I sent an email asking them to contact us. **** called indicated that we have lifting shingles on our brand new (less than 2 years old) roof, which we do not, and overhanging branches, BUT there was nothing we needed to do on our part. He inquired about the chicken coop, number of chickens, and whether we sell the eggs, (we do not). **** assured me all was well. Yesterday we got a letter telling us they are going to cancel our policy on4/28/22, if we don't "remove the livestock from our property". I called and they initially said that because we have "more chickens than family members" that they were too high risk. Then when I spoke to *************************** policy supervisor, she indicated that we couldn't have chickens at all since they were a "low risk" insurance provider. I mentioned to her that chickens are not considered livestock by case law 29 CFR *******. These 6 chickens are our pets, and 3 of them are so old they don't lay eggs. She said there is nothing they can do about it. I don't understand how chickens pose any kind of risk first of all, and secondly, I don't understand how they can issue policies, accept our payment FULLY KNOWING all of this information, then cancel our policy less than a month later???

  

  Business response

  04/01/2022

  Response attached

*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. ↩