ComplaintsforCONNECT, Powered by American Family Insurance

• Initial Complaint

  05/13/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I received my auto insurance renewal declaration. My auto insurance increased 22%. Last year and previous years my annual cost for auto insurances was approximately $1550 a year. Now it is $1990 a year. that is is a huge increase for a person who hasn't had a ticket in 20 years and never has been in an auto accident while driving. I asked the company to provide me with documents that support the increase other than the vague description they sent with my renewal declaration. The company said they do not have that information. I want to see the data they are using to justify the huge auto insurance premium increase. We are in ********** and times are difficult as is. Auto insurance is required by the state, so we are forced to pay these unjustified prices. They did give me an option to change my coverage, however, that is not what I want to do. I shouldn't have to change my coverage to be covered less. They should not be increasing the premium on customers who have not had any ********************** risk in over ******************************************************************************************** ********** at the moment.

  

  Business response

  05/15/2024

  Hello, 

  Please see our attached response. 

  Thank you.

  Customer response

  05/15/2024

  [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 there is no resolution to me as nothing can be done.

  I spoke with a manager yesterday in regards to my complaint. The agent was helpful in explaining the causes for the rise in premiums. I'm not happy with the increase, however, there are no options to lower the premium without losing some coverage.

  I have to accept the rise in premiums and hope they will decrease in the future.

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

  
  

• Initial Complaint

  05/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Accident : 4/9/24 Date of insurance appraiser hire: 5/7/24 I have attached a detailed letter describing a few of the issues with Connect when I filed a claim for an auto accident. This accident was 0% my fault and it completely totaled my fully paid off **** Pickup truck. From the beginning it was difficult just to communicate with the claims adjuster and I had to get the supervisor involved which didn't help at all. The ************** version is : They stole my vehicle from where it was safely stored and covered from the elements to another place over 60 miles from my home which was an outdoor, open facility. No one signed a release or authorized the taking of my vehicle. I was going to be keeping it as a salvage title due to the very low mileage and the high value of the vehicle prior to the accident. It had a pristine recently redone upholstery and interior that was undamaged by the accident. It was left outside in the rain and after a week, the interior was now ruined. I couldn't go get my vehicle because it was too far away and they wouldn't release it because they sent me a check through snail mail that I had not yet received. I no longer wanted to keep the vehicle because of what they had done to it and they refused to give me an amount close to its value. Then they began telling me that my vehicle was gone and they took it already because it was over the storage time. I wanted to keep my vehicle and couldn't due to them illegally taking my truck to a facility that was far away and unprotected. There is not reparation for what they have done. However, I don't believe I should be force to incur the costs of my appraiser because if they hadn't wrecked my truck, I wouldn't be fighting to get its full proper value. I paid my appraiser $1,000. After he began the process I found out that modified vehicles are a higher fee of $1,695. I wish to be reimbursed for the full cost of my appraiser.

  

  Business response

  05/13/2024

  Hello, 

  Please see our attached response. 

  Thank you.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear ***/*****,Last year, I purchased an insurance policy for my wife and myself from American Family Insurance. Recently, our daughter also obtained her driver's license.On March 1, 2024, I received a letter from the American Family stating that I needed to add my daughter to the policy within 14 days. Then I contacted the insurance company and explained that due to personal reasons, I needed to postpone adding her to the existing policy for at least two months. I confirmed that she would not be driving any of our cars until I decided to add her to the policy.However, despite my explanation, they continued to send emails and letters, insisting that Nevada law required her to be added to the policy. To my knowledge, there is no such law in ******. I did not give my consent to amend the policy or withdraw money from my account. Consequently, I decided to cancel the insurance effective April 1st, the next payment due date. I have already paid the premium for March, and I do not owe them any money.Despite this, they have generated additional bills and continue to send them, threatening to send them for collection if not paid. I reiterate that I owe them no money whatsoever. Therefore, I kindly request that you take the necessary steps to halt charging unauthorized money.Sincerely,*****************************************

  

  Business response

  04/24/2024

  American Family Insurance C0mpany
  6000 American Parkway
  *******************
  
  April 24, 2024
  
  Better Business Bureau of *********
  ********************************************************************************
  
  Re:
  File Number:              21617095
  Complainant name:                    ******************************************
  
  Dear BBB of *********,
  
  The above-mentioned complaint is related to an American Family Connect Property and Casualty Insurance Company (CONNECT) policy. CONNECT operates as a separate entity, and is responsible for all policy servicing,claim processing, and premium billing. Please forward this complaint to CONNECT.
  
  I am respectfully requesting that you remove this file from our companys assigned complaints to ensure that it will not be used in the calculation of our complaint ratio.
  
  If after reviewing this matter, you determine the complaint belongs to one of our underwriting companies, please return it to my attention for immediate handling.
  
  If you have any questions or concerns, please contact me directly at the number provided below.
  
  Sincerely,
  
  ***************************, Associate Consumer Affairs Specialist
  American Family Insurance Company   
  6000 American **************************
  E-mail: *************************

  Customer response

  04/24/2024

  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 submit this complaint to American Family Connect Property and Casualty Insurance Company (CONNECT) policy
  
  Regards,
  
  *****************************************

  

  Business response

  04/26/2024

  Hello, 

  Please see our attached response. 

  Thank you. 

  Customer response

  04/26/2024

  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.
  
  As soon as I saw the first letter, I called the insurance company and informed them that, due to personal reasons, I would not be adding my daughter to the insurance at that moment. I explained that I needed a couple of months to include her on the insurance policy. I responsibly communicated,both verbally and in writing, that until then, my daughter would not be allowed to drive any of my cars. I assured them that I would notify them when I was ready to add her, reiterating that I needed at least two months. Additionally,I explicitly stated that I did not authorize any extra money to be deducted from my bank account. My response was very clear.

  Despite my objections from day one, they forcibly added my daughter to the insurance policy. I have made numerous phone calls and sent numerous emails back and forth, objecting to their decision, but they never listened. At one point, they said it was mandated by Nevada law which was a lie.

  If a policyholder refuses to comply, couldn't they simply cancel my insurance with advanced notice? Why didn't they do that? Why did they wait until I cancelled the insurance? Why did they change the policy by force? They continued to harass and intimidate me through mails and emails.

  This is an attempt to steal money from customers, and it should not be tolerated.These individuals should be sanctioned because they can do this to anybody. I kindly request that the BBB educate people about these fraudulent practices and take necessary measures to protect customers to the fullest extent.

  
  This entire situation has caused me significant emotional distress. I will not give up, and I will take necessary legal action to cover any damages, including pain and suffering.
  
  Regards,
  *****************************************

  

  Business response

  04/30/2024

  Hello,
  
  Please see our attached response.
  
  Thank you.

  Customer response

  04/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Please see the attachment.
  
  Regards,
  
  *****************************************

  

  Business response

  05/09/2024

  Hello,
  
  Please see our attached response.
  
  Thank you.

  Customer response

  05/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I don't care what your position is or whether it has changed or not. You act unilaterally and claim that you do the right thing, but that's absolutely not true. You are trying to defraud customers.
  You have already caused unnecessary stress for me and have acted illegally. I will continue reporting to the proper authorities and taking necessary action to recover the financial loss. Additionally, I don't want this to happen to any other customer
  
  Regards,
  
  *****************************************

• Initial Complaint

  04/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  *April 12th, 2024. *Dear Connect:I am unable to accurately, logically, conscionably and morally comprehend your continued disastrous and vague billing commentary.Per my exhausting, attempted relentlessness, wasted effort in discussing this nightmare financial assumption with *****, there are overwhelming inconsistencies that are unlawfully neglected.You expect funds. You escalate cost without a humane word of the intention. ***** claimed she could offer her comment over the phone to me, with the surprising and alarming unknown calculation of $60.16 divided by 3 = the ~$20.05 increase payment responsibility. Hypocritically and irrationally, ***** commented that she does not have the authority to make any changes; although (when I inquired the creator/editor of this meaningless and vague statement) she suddenly offered the insight that someone in the back office is in charge but the county has to approve of changes?? Why is your entity such high maintenance? I cannot focus on any recovery regimen with this preposterous and time consuming drama. Please do diligence, be proactive, polish presentation and rectify this at once. I will not be held accountable financially to a poorly presented context. *AI04044616

  

  Business response

  04/16/2024

  Hello, 

  Please see our attached response. 

  Thank you.

  Customer response

  04/16/2024

  [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 acknowledged by me. 
  
  Regards,
  
  **************
  

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Connect insurance is attempting to have me file seperate claims so I pay multiple deductibles for my vehicle repair. I contacted Connect on April 9th to file one claim for body work on my vehicle which I have mutliple policies with Connect for Auto, Home and umbrella and pay over ****** a year for this coverage and never filed a claim for the past 8 years and this one time I called to file a claim for body work that the auto dealer stated to fix estimated to be $2,600 and would provide me a free loaner car. Connect adjusters ******* stated that based on the pictures they believe 2 seperate claims should be filed, and I stated how would you know if you were not in the vehicle. and Connect even had a fraud investigator call me to send pictures and they wanted to send out a person to pull info from my vehicle regarding collision impact. Its disturbing the extent Connect is going thru to not assist me in this minor repair cost and yet risk losing a long time customer paying ****** a year on multiple ********************** policies. Connect you are at risk of losing me as a customer!!!!! I expect an immediate response, as I already spoken to several Connect employees about my concerns. I am offended on how I am being treated as a long time customer and obviously your employees are not doing any type of research on trends on number of claims and history of their customers. I expect my vehicle repair to be filed as one claim and if not, then I want to cancel all my premiums and want full reimbursement of premiums I paid

  

  Business response

  04/11/2024

  Hello, 

  Please see our attached response. 

  Thank you.

  Customer response

  04/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  the response is not sufficient as it just states they are going to research and does not resolve the complaint.  
  
  Regards,
  
  *********************

  

  Business response

  04/11/2024

  Hello,

  Please see our attached response. 

  Thank you.

  Customer response

  04/11/2024

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

  the insurance company has not resolved my complaint and has not contacted me to research further.    

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

  

  Business response

  04/11/2024

  Hello,

  Please see our attached response.

  Thank you.

  Customer response

  04/11/2024

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

  Connect has not resolved the complaint or contacted me to investigate further.   ]
  
  Regards,
  
  *********************

  

  Business response

  04/12/2024

  **SEE ATTACHED DOCUMENT**

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My insurance company used different stall tactics and trickery by failing to settle my claim on time and in full, based upon the damages I incurred. I am financially overburdened and negatively impacted by Connect insurance default in their contractual obligation. As a victim of discrimination and bad faith, I suffered consequential damages. The Connect insurance underwriting staff fraudulently altered my existing and active policy, by fraudulently backdating and fabricating fake/bogus cancellation on an existing and effective policy, in order to avoid settlement of my valid claim and avoid subrogation from the "at fault" party. Attached is the detailed explanation of all problems, as described in the letter emailed to the ****** company CEO *************************. As a complaintant, I urge and demand you to handle this problem unbiased and unprejudiced.

  

  Business response

  03/26/2024

  BBB Response

• Initial Complaint

  03/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Complain about American Family Connect Insurance:My home and auto insurance were canceled on 3/6/24 due to a payment issue, without any prior notice. I received the cancellation letter on 3/22/24, realizing my insurance had expired 20 days earlier. Upon contacting the insurance company, I was informed that they couldn't reinstate the policy due to the missed payment.I explained that I hadn't received any notice about the failed payment and also explain that payment was failed, because my car was broken and some took my purchase, I requested a new credit card (I could provide the police report for the stolen). The representative, *****, did not believe it. I also provide an evidence that I havent received my driver license (it was stolen at same time). She mentioned the possibility of reinstatement if I provided evidence from the post office confirming non-receipt of the letter, I have the security email from DOL about resending me the new replace driver license(this is just to prove that I didnt receive the insurance mail either). I said I could provide this, but she declined. I said I could provide the post office evidence that I did not received mail letter, but it takes time. Can she to defer the cancellation date? She refused, basically she is not helping out this situation. Given the urgency of being uninsured, I requested escalation of the matter, but ***** refused. Later, she put her colleague ******** on the phone, she even did not provide the reinstate possibility, when I point out her decision is different to *****, then she immediately add the solution that same as *****, In addition to that, she also said I couldn't purchase any of Connect powered by American Family Insurance due to the missed paymentcontrary to what ***** initially conveyed.Throughout my interactions with three different representatives, including yesterday and today, I've received conflicting information and explanations regarding the policy. They seem not to be listening at all to my concerns and put me on the even worse situation. I appeal to the senior leadership to intervene and provide clarity and resolution to this matter.

  

  Business response

  03/25/2024

  March 25, 2024
  
  Better Business Bureau of *********
  ************************************************************************
  
  Re:
  Regulator File Number:              21477621
  Complainant name:                   Xia He
  
  Dear BBB of *********,
  
  The above-mentioned complaint is related to an American Family Connect Property and Casualty Insurance Company (CONNECT) policy. CONNECT operates as a separate entity, and is responsible for all policy servicing,claim processing, and premium billing. Please forward this complaint to CONNECT.
  
  I am respectfully requesting that you remove this file from our companys assigned complaints to ensure that it will not be used in the calculation of our complaint ratio.
  
  If after reviewing this matter, you determine the complaint belongs to one of our underwriting companies, please return it to my attention for immediate handling.
  
  If you have any questions or concerns, please contact me directly at the number provided below.
  
  Sincerely,
  
  ***************************, Associate Consumer Affairs Specialist
  American Family Mutual Insurance Company, S.I.   
  6000 American Parkway, *******, ** 53783
  E-mail: *************************

  

  Business response

  04/02/2024

  Hello,
  
  Please see our attached response.
  
  Thank you.

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told by an agent that I could cancel my policy since my car was totaled and start up a new one when I finally purchased a new car. But the agent didnt tell me is that once I cancel, I will not be able to get new insurance with them for another 6 months. Also now that I have a lapse in insurance ALL insurance companies see's me at a high risk and is charging insane premiums

  

  Business response

  03/26/2024

  Hello, 

  Please see our attached response. 

  Thank you.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  They cancel my insurance due to they do not service ********** after 3 years off service polici expire on the 1 st of February and find not send any notice off cancellation call spoke to customer service they wont help to reinstalled insurance be caused they no longer offer insurance to ********** I dont think is fear of them

  

  Business response

  02/29/2024

  Hello,
  
  Please see our attached response.
  
  Thank you.

  Customer response

  02/29/2024

  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 

  ho the statement they send show is for new customers Im not a new customer 

  it shows that the ********************** is making fraudulence on customer it doesnt justyfied how is it they could rice the price off the policy and charge automatically and now for renew they cansel whit the excuse off they dont service ********** like Im staining Im not a new customer .
  Regards,
  
  *******************************

  

  Business response

  03/01/2024

  Hello, 

  Please see our attached response. 

  Thank you. 

• Initial Complaint

  02/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am a townhouse owner. I was assessed, by my, HOA ( Home Owners Association),$9,185.53 due to hail/wind damage. The documentation, I received each year, listed that my (HO-6) policy has $51,000 Loss Assessment Coverage. The Associations Master Policy, received annually, includes language recommending Loss Assessment Endorsement coverage be a minimum of $50,000. After notification of the assessment, I filed a claim with American Family Insurance. Due to the specific language in my HO-6 policy they paid me $1,000 of the $9,185.53 assessment. The specific language that was disclosed was, if your assessment results from a deductible in the insurance covering the Association, we will pay no more than $1,000. Consumers trust their insurance company to properly insure them. The average consumer is unlikely to delve into and understand the specific language in their policy. Apparently American Family Insurance does not follow industry standards in regard to Loss Assessment Coverage. Talking to an agent, when I initially went through the process of obtaining insurance on the townhouse, I stated I had a copy of the Master Insurance policy and would willingly provide any information that was needed. I also, before concluding the call, I asked the agent and received confirmation that I would be responsible for a $1,000 deductible but other than that I was covered for all other scenarios. Also, the year before this incident, I called my American Family to see if my insurance was adequate and if any gaps needed to be addressed. I was told, by an agent at American Family, that no changes were necessary. As a consumer I do not know what else I should have done. Also, it would seem that other consumers may be unaware, like I was, and find themselves in a difficult financial situation. At some point I called American Family and asked the agent what changes could be made to my insurance to prevent a reoccurrence of this issue. Continues.

  

  Business response

  02/27/2024

  Hello,
  
  Please see our attached response.
  
  Thank you.

*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. ↩